karthikeyan project

A PROJECT REPORT

ON

Customer Preference & Attributes towards

different Depository Accounts of HDFC Bank

BY

ALOK KUMAR

MMM (2011 – 20113)

IN PARTIAL FULFILLMENT OF

(MASTERS OF MARKETING MANAGEMENT)

UNIVERSITY OF PUNE

M.A.E.E.R s MIT SCHOOL OF MANAGEMENT

PUNE : 411038

ALOK KUMAR

CERTIFICATE

This is to certify that Mr. ALOK KUMAR of MAEER’s MIT School of Management has successfully

completed the project work titled Customer preference & Attributes towards Different deposit Accounts

of HDFC Bank in partial fulfillment of requirement for the award of MASTERS OF MARKETING

MANAGEMENT prescribed by the University of Pune.

This project is the record of authentic work carried out during the academic year

2012 – 2013.

Prof. Neelam Raut Brig. (Dr) R K Bhatia

Internal Project Guide Director MITSOM

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CERTIFICATE OF THE COMPANY

BY THE CONCERNED AUTHORITY IN THE ORGANISATION WHERE YOU HAVE DONE YOUR SUMMER TRAINING (ON COMPANY LETTER HEAD) AND SIGNED BY THE

COMPANY PROJECT GUIDE

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DECLARATION

I Alok Kumar hereby declare that this project is the record of authentic work carried out by

me during the academic year 2012 – 2013 and has not been submitted to any other

University or Institute towards the award of any degree.

Signature of the student

Alok Kumar

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ACKNOWLEDGEMENT

This project report bears the imprint of those who had rendered their wholehearted support and

encouragement without whose help this effort of mine would be in vain. I express my deep sense of

gratitude and sincere thanks to my project guide Mrs.Neelam Rout for her directions, suggestion and

information provided which were of utmost importance for the successful completion of the project.

I am also thankful to Mr. Subhheer Chaudhary (Manager HDFC Bank Ltd.) for his proper guidance.

I am thankful to the employees of HDFC Bank for assisting me in the timely completion of project.

At last, I also thank to my family and my friends those helped me in my training period and

in the completion of project.

Alok Kumar

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Index

Chapter Particular Page No.

1 Executive Summary 7

2 Theoretical background of Topic 8-9

3 Objectives of the report 9

4 Introduction of the Bank 10

5 Profile of the Bank 11-15

6 Products of the Bank 16-23

7 Research Methodology 23-25

8 Data Collection 26

9 Tools used for analysis 27

10 Data analysis and Interpretation 28-38

11 Finding and Limitation 39

12 Research Scope 40

13 Suggestions and Recommendations 41

14 Bibliography 42

15 Annexure 43-45

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EXECUTIVE SUMMARY

The report contains the organizational study done at HDFC Bank. The report title is “Customer

preference & Attributes towards Different deposit Accounts of HDFC Bank”.

The report gives an overview of the Bank and awareness of customers about different types of

products and services offered by HDFC Bank.

The methodology adopted for the study was through a structured questionnaire, which is targeted to

the different respondent in Lucknow. For this purpose sample size of 100 was taken. The data

collected from the different respondent was analyzed thoroughly and presented in the form of charts

and tables.

HDFC must advertise regularly and create brand value for its products and services. Most of its

competitors like ICICI, Kodak Mahindra and nationalized banks use television advertisements to

promote their products. The Indian consumer has a false perception about private banks – they feel

that it would not safe.

Safety and returns are the two main reasons people invest in banks. On the whole HDFC bank is a

good place to work at. Every new recruit is provided with extensive training on the products of

HDFC. This training enables an advisor/sales manager to market the policies better. The company

should try to create awareness about itself in India. . With an improvement in the sales techniques

used, a fair bit of advertising and modifications to the existing product portfolio, HDFC would be all

set to capture the banking market in India as it has around the globe.

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Theoretical background of the Topic

Customer preference & Attributes:-

Customer preference & Attributes refers that prediction of individual preference and attribute is a

difficult task, it is an important task however since it represents a fundamental step in understanding

consumer choice regarding the different products of HDFC Bank. Asking whatever or not preference

can be predicted on the basis of knowledge of the customer and his characteristics are a prelude to

identifying the causes of preference and the means by which it can be influenced. The study of

customer preference is an application of model of customer attitude; the basis hypothesis is the

measures specific to the preference alternatives, rather than more general measures such as those of

socioeconomic and personality characteristics would lead to successful prediction. The level of

preference and attribute are determined not only by the quality and type of customer experience but

also by the customer’s expectations.

A customer may be defined as someone who has a direct relationship with, or is directly

affected by your agency and

Receives or relies on one or more of your agency’s services or products.

Customers in human services are commonly referred to as service users, consumers or clients. They

can be individuals or groups. An organization with a strong customer service culture places the

customer at the centre of service design, planning and service delivery. Customer centric

organizations will:

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Determine the customer’s expectations when they plan listen to the customer as they design.

Focus on the delivery of customer service activities value customer feedback when they

measure performance.

There are a number of reasons why customer satisfaction is important in Banking Sector:

• Meeting the needs of the customer is the underlying rationale for the existence of

community service organizations. Customers have a right to quality services that

deliver outcomes.

• Organizations that strive beyond minimum standards and exceed the expectations of

their customers are likely to be leaders in their sector.

• Customers are recognized as key partners in shaping service development and

assessing quality of service delivery.

The process for measuring customer satisfaction and obtaining feedback on organizational

performance are valuable tools for quality and continuous service improvement.

RESEARCH OBJECTIVES

Opening of new depository accounts by convincing customer and non customer of the bank.

To know the customer preference towards the services provided by the Bank.

To know the brand image of bank in the competitive market.

To increase the business of the bank in that particular area.

To know the interest of consumer towards the Bank products.

To know the preference of consumer regarding the extra services.

To know the customer preference towards the depository products of HDFC Bank in

Lucknow.

To know the level of interest of customer regarding the different schemes of bank.

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To provide maximum information to the customer regarding the services provided by the

bank and also tries to get the feedback from them.

To find the different ways of convincing customers for achieving given target.

To study brand image of the bank in that particular area.

Introduction of the Bank

HDFC Bank Limited is an Indian financial services company that was incorporated in August

1994. HDFC Bank is the fifth or sixth largest bank in India by assets and the second largest bank

by market capitalization as of February 24, 2012. The bank was promoted by the Housing

Development Finance Corporation, a premier housing finance company (set up in 1977) of India.

HDFC Bank has 1,986 branches and over 5,471 ATMs, in 996 cities in India, and all branches of the

bank are linked on an online real-time basis. 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$710.66 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$4.39 billion) in 2010-11. HDFC Bank is

one of the Big Four banks of India, along with: State Bank of India, ICICI Bank and Punjab.

PROFILE OF THE BANK

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BACKGROUND

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 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.

PROMOTOR

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, strong market reputation, large shareholder base and unique consumer franchise, HDFC

was ideally positioned to promote a bank in the Indian environment.

BUSINESS FOCUS

HDFC Bank’s mission is to be a World Class Indian Bank. The objective is to build sound customer

franchises across distinct businesses so as to be the preferred provider of banking services for target

retail and wholesale customer segments, and to achieve healthy growth in profitability, consistent

with the bank’s risk appetite. The bank is committed to maintain the highest level of ethical

standards, professional integrity, corporate governance and regulatory compliance. HDFC Bank’s

business philosophy is based on four core values: Operational Excellence, Customer Focus, Product

Leadership and People.

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MANGEMENT

Mr. C.M. Vasudev has been appointed as the Chairman of the Bank with effect from 6th July 2010.

Mr. Vasudev has been a Director of the Bank since October 2006. A retired IAS officer, Mr.

Vasudev has had an illustrious career in the civil services and has held several key positions in India

and overseas, including Finance Secretary, Government of India, Executive Director, World Bank

and Government nominee on the Boards of many companies in the financial sector.

The Managing Director, Mr. Aditya Puri, has been a professional banker for over 25 years and

before joining HDFC Bank in 1994 was heading Citibank's operations in Malaysia.

The Bank's Board of Directors is composed of eminent individuals with a wealth of experience in

public policy, administration, industry and commercial banking. Senior executives representing

HDFC are also on the Board.

Senior banking professionals with substantial experience in India and abroad head various businesses

and functions and report to the Managing Director. Given the professional expertise of the

management team and the overall focus on recruiting and retaining the best talent in the industry, the

bank believes that its people are a significant competitive strength.

TECHNOLOGY

HDFC Bank operates in a highly automated environment in terms of information technology and

communication systems. All the bank’s branches have online connectivity, which enables the bank

to offer speedy funds transfer facilities to its customers. Multi-branch access is also provided to retail

customers through the branch network and Automated Teller Machines (ATMs).

The Bank has made substantial efforts and investments in acquiring the best technology available

internationally, to build the infrastructure for a world class bank. In terms of core banking software,

the Corporate Banking business is supported by Flex cube, while the Retail Banking business by Fin

ware, both from i-flex Solutions Ltd. The systems are open, saleable and web-enabled.

The Bank has prioritized its engagement in technology and the internet as one of its key goals and

has already made significant progress in web-enabling its core businesses. In each of its businesses,

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the Bank has succeeded in leveraging its market position, expertise and technology to create a

competitive advantage and build market share.

BUSINESS PROFILE

HDFC Bank caters to a wide range of banking services covering commercial and investment banking

on the wholesale side and transactional / branch banking on the retail side. The bank has three key

business segments:

Wholesale Banking

The Bank’s target market is primarily large, blue-chip manufacturing companies in the Indian

corporate sector and to a lesser extent, 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. 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 corporate including multinationals, companies from the domestic business houses and prime

public sector companies. It is recognized as a leading provider of cash management and transactional

banking solutions to corporate customers, mutual funds, stock exchange members and banks.

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 liberalization of the

financial markets in India, corporate need more sophisticated risk management information, advice

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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 securities. The Treasury business is responsible for managing the

returns and market risk on this investment portfolio.

Retail Banking

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, Net Banking 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 form.

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 2011, the bank had a total card base (debit and credit

cards) of over 16.6 million. The Bank is also one of the leading players in the “merchant acquiring”

business with over 120,000 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.

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Products of HDFC Bank

Accounts & Deposits Loans Cards Payment Services

Savings Account

- SavingsMax Account

- No Frills Savings Account

- Pension Savings Account

- Family Savings Group

- Regular Savings Account

- Savings Plus Account

• Personal Loan • Home Loans • New Car

Loans • Used Car

Loans • Car N Cash

Loans • Two Wheeler

Loan • Loan Against

Gold - Term Loan

• Loan Against Gold - Overdraft

• Credit Card • Debit Card • ForexPlus

Card • ForexPlus

Chip Card • GiftPlus Card

• Prepaid Refill

• Bill pay• Visa Bill pay• InstaPay• Direct Pay

• Money

Transfer

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Demat Account Salary Account

- Regular Salary Account

- Premium Salary Account

- Defense Salary Account

- No Frills Salary Account

SAVINGS ACCOUNTS

These accounts are primarily meant to inculcate a sense of saving for the future, accumulating funds

over a period of time. Whatever your occupation, we are confident that you will find the perfect

banking solution. Open an account in your name or register for one jointly with a family member

today.

REGULAR SAVING ACCOUNT

An easy-to-operate savings account that allows you to issue cheques, draw Demand Drafts and

withdraw cash. Check up on your balances from the comfort of your home or office through Net

Banking, Phone Banking and Mobile Banking.

Features & Benefits

Wide network of branches over 7300 ATMs to meet all your banking needs no matter where

you are located.

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http://www.hdfcbank.com/personal/access/phonebanking.htm

http://www.hdfcbank.com/applications/misc/mobilebanking.asp

Bank conveniently with facilities like Net Banking and Mobile Banking- check your account

balance, pay utility bills or stop cheque payment, through SMS.

Avail of facilities like Safe Deposit Locker, Sweep-In and Super Saver facility on your

account.

The following are eligible to open a Regular Savings Account:

Resident Individuals (sole or joint account).

Minor below 18 yrs. (account only with guardian).

Trusts.

Associations.

Account Operation

A minimum deposit of Rs. 10,000/- is required to open an account and thereafter an Average

Quarterly Amount of the same amount has to be maintained. It is mandatory to maintain a

minimum Average Quarterly Balance (AQB) of Rs. 10,000/-. If the balance falls below Rs.

5,000/- a service charge of Rs. 750/- will be levied per quarter. If you open a Fixed Deposit

Account of Rs. 50,000/-, then you no longer have to maintain a minimum balance of Rs.

10,000 on your Savings Account. In effect your account becomes a Zero Balance Account.

SAVINGS PLUS ACCOUNT

Introducing the best banking option for you with HDFC Bank Savings Plus Account. Now you can

get access to some of the finest banking facilities with HDFC Bank's Savings Plus Account. All you

have to do is maintain an Average Quarterly Balance of Rs. 10,000/- and experience the benefits as

mentioned below:

Features & Benefits

Free International Debit Card for all account holders for life time of the account.

Free Payable at Par (PAP) cheque book without any usage charges upto a limit of 50,000 per

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http://www.hdfcbank.com/personal/cards/dc_int.htm

month.*

Free Demand Drafts on HDFC Bank locations, up to a limit of 25,000/- per day.

Free Bill Pay & Insta Alerts for all account holders for lifetime of the account

Free Electronic Funds Transfer facility, Net Banking, PhoneBanking & MobileBanking

Special relationship discount on purchase of Gold Bars

NO FRILLS

Simpler and more accessible for our customers, we have introduced the 'No Frills' Savings Account,

which offers you all the basic banking facilities. You can even avail of services like Net Banking,

Mobile banking free of cost.

All this with a Zero Initial Pay-in and a Zero Balance account.

CURRENT ACCOUNTS

Premium Current Account

• Free collection of funds through RTGS(Real Time Gross Settlement ) and NEFT(National

Electronic Funds Transfer)

• Free local and anywhere cheque payment across HDFC Bank locations

Features and Benefits

• Free local cheque collections and payments at HDFC Bank locations

• Free NEFT collections and payments

• Free RTGS collection.

• Free issuance of DD for values of more than Rs. 1 lacs.

Eligibility

You are eligible to operate a Premium Account if you are:

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http://www.hdfcbank.com/personal/investments/mudra_goldbars.htm

http://www.hdfcbank.com/applications/misc/mobilebanking.asp

http://www.hdfcbank.com/personal/access/phonebanking.htm

http://www.hdfcbank.com/personal/access/netbanking.htm

http://www.hdfcbank.com/personal/payments/emonies.htm

http://www.hdfcbank.com/personal/access/insta.htm

http://www.hdfcbank.com/personal/payments/billpay.htm

• Resident Individuals

• Hindu Undivided Family

• Sole Proprietorship Firms

• Partnership Firms

• Private and Public Ltd Companies

Regular Current Account

• Free local cheque collection and payments

• Free collection of funds through RTGS and NEFT

Features and Benefits

• Free local collections through cheque and Fund transfer

• Free Local and anywhere cheque payment facility

• Convenient Inter-city Banking.

• Free collections through RTGS and NEFT

Eligibility

You are eligible to operate a Regular Current account if you fall under any of the following

categories:

• Resident Individual

• Sole Proprietorship Firms

• Partnership Firms

• Private and Public Limited Companies

FIXED DEPOSITS

In deposit terminology, the term Fixed Deposit refers to a savings account or certificate of deposit

that pays a fixed rate of interest until a given maturity date. Funds placed in a Fixed Deposit usually

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cannot be withdrawn prior to maturity or they can perhaps only be withdrawn with advanced notice

and/or by having a penalty assessed. The interest rates of fixed deposits are as under:

w.e.f. May 3, 2012

Interest rates on deposits below 1 crore

Effective from May 3, 2012

Regular: Annual Income Plan

Period

(Months)

Rate of Interest (% p.a.) Maximum Deposit without TDS ( )*

Individuals

& TrustsSr. Citizens Individuals Sr. Citizens

24 - 35 9.40 9.65 53000 51000

36 - 47 9.50 9.75 52000 51000

48 - 60 9.25 9.50 54000 52000

Minimum Deposit Amount - 20,000

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Regular: Monthly Income Plan

Period

(Months)

Rate of Interest (% p.a.) Maximum Deposit without TDS ( )*

Individuals

& TrustsSr. Citizens Individuals Sr. Citizens

12 - 23 8.90 9.15 56000 54000

24 - 35 9.05 9.30 55000 53000

36 - 47 9.15 9.40 54000 53000

48 - 60 8.90 9.15 56000 54000

Minimum Deposit Amount - 40,000

Recurring Deposit

• An investment as small as Rs 500 (and in multiples of Rs 100 there after) or as large as Rs

14,99,900/- per month

• A minimum tenure of 6 months (and in multiples of 3 months thereafter) up to a maximum

tenure of 10 years.

• For a much smaller investment per month, get interest rates equal to that of regular Fixed

Deposits.

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• TDS is not applicable on the Interest earned by Recurring Deposits as per current income tax

rules.

DE-MAT ACCOUNT

HDFC Bank is a leading Depository Participant in India with over 1.4 million Demat Accounts.

HDFC Bank Demat Services offers you a secure and convenient way to keep track of your securities

and investments, without the hassle of handling physical documents

Features & Benefits

• No Account Opening charges.

• 1st year waiver on Annual Folio Maintenance Charges.

• Transaction linked Annual Folio Maintenance charge from 2nd year onwards (More you

transact, lesser you pay).

• Holding / Transaction details through HDFC Bank Net Banking.

• Pledging of securities.

RESEARCH METHODOLOGY

Research is a careful investigation or inquiry especially through search for new facts in branch of

knowledge: market research specifies the information. Required to address these issues: designs the

method for collecting information: manage and implements the data collection process analyses the

results and communicates the finding and their implications.

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Research problem is the one which requires a researcher to find out the best solution for the given

problem that is to find out the course of action, the action the objectives can be obtained optimally in

the context of a given environment.

Research design

Research design is considered as a "blueprint" for research, dealing with at least four problems:

which questions to study, which data are relevant, what data to collect, and how to analyze the

results. The best design depends on the research question as well as the orientation of the researcher.

Every design has its positive and negative sides. In sociology, there are three basic designs, which

are considered to generate reliable data; these are cross-sectional, longitudinal, and cross-sequential.

Research design can be divided into fixed and flexible research designs (Robson, 1993). Others have

referred to this distinction as ‘quantitative research designs’ and ‘qualitative research designs,’

respectively. However, fixed designs need not be quantitative, and flexible design need not be

qualitative. In fixed designs, the design of the study is fixed before the main stage of data collection

takes place. Fixed designs are normally theory driven; otherwise it’s impossible to know in advance

which variables need to be controlled and measured. Often, these variables are measured

quantitatively. Flexible designs allow for more freedom during the data collection process. One

reason for using a flexible research design can be that the variable of interest is not quantitatively

measurable, such as culture. In other cases, theory might not be available before one starts the

research.

Define the information needed.

Design the research.

Specify the measurement and scaling procedures.

Construct and present a questionnaire or an appropriate form for data collection.

Specify the sampling process and sampling size.

Develop a plan of data analysis.

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Sampling

Sampling is concerned with the selection of a subset of individuals from within a statistical

population to estimate characteristics of the whole population. The three main advantages of

sampling are that the cost is lower, data collection is faster, and since the data set is smaller it is

possible to ensure homogeneity and to improve the accuracy and quality of the data.

Each observation measures one or more properties (such as weight, location, color) of observable

bodies distinguished as independent objects or individuals. In survey sampling, weights can be

applied to the data to adjust for the sample design, particularly stratified sampling (blocking). Results

from probability theory and statistical theory are employed to guide practice. In business and

medical research, sampling is widely used for gathering information about a population

Probability sampling

A probability sampling scheme is one in which every unit in the population has a chance (greater

than zero) of being selected in the sample, and this probability can be accurately determined. The

combination of these traits makes it possible to produce unbiased estimates of population totals, by

weighting sampled units according to their probability of selection.

Probability sampling includes: Simple Random Sampling, Systematic Sampling, Stratified Sampling,

Probability Proportional to Size Sampling, and Cluster or Multistage Sampling. These various ways

of probability sampling have two things in common:

Nonprobability sampling

Nonprobability sampling is any sampling method where some elements of the population have no

chance of selection (these are sometimes referred to as 'out of coverage'/'under covered'), or where

the probability of selection can't be accurately determined. It involves the selection of elements

based on assumptions regarding the population of interest, which forms the criteria for selection.

Hence, because the selection of elements is nonrandom, non probability sampling does not allow the

estimation of sampling errors. These conditions give rise to exclusion bias, placing limits on how

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much information a sample can provide about the population. Information about the relationship

between sample and population is limited, making it difficult to extrapolate from the sample to the

population.

DATA COLLECTION

For achieving the objective of the project work used both type of data primary and secondary.

Without using both the type of data it is not possible to get project complete. So I use Questionnaire

for primary data and for secondary data I used books, different sits on Internet and from other

sources.

Primary data

Primary data is data that has not been previously published, i.e. the data is derived from a new or

original research study and collected at the source, e.g., in marketing, it is information that is

obtained directly from first-hand sources by means of surveys, observation or experimentation.

Secondary data

Secondary data is data collected by someone other than the user. Common sources of secondary

data for social science include censuses, organizational records and data collected through qualitative

methodologies or qualitative research

Sample size

100 respondents were selected for the personal interview.

Sampling Area

Samples were collected from Lucknow area by using personal interview method of primary data

collection.

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Sampling Method

Accidental sampling

Accidental sampling (sometimes known as grab, convenience or opportunity sampling) is a type

of nonprobability sampling which involves the sample being drawn from that part of the population

which is close to hand. That is, a population is selected because it is readily available and

convenient. It may be through meeting the person or including a person in the sample when one

meets them or chosen by finding them through technological means such as the internet or through

phone.

Tools used for Analysis

After collecting data via survey method it is important to analyze it properly for accurate result or

finding of survey. For analysis I used SPSS 16.0 software with the help of computer.

SPSS (Statistical Package for the Social Sciences) was released in its first version in 1968 after being

developed by Norman H. Nie and C. Hadlai Hull. SPSS is among the most widely used programs

for statistical analysis in social science. It is used by market researchers, health researchers, survey

companies, government, education researchers, marketing organizations and others. The original

SPSS manual (Nie, Bent & Hull, 1970) has been described as one of "sociology's most influential

books". In addition to statistical analysis, data management (case selection, file reshaping, creating

derived data) and data documentation (a metadata dictionary is stored in the data file) are features of

the base software.

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DATA ANALYSIS, INTERPRETATION AND PRESENTATION

After the data collection, it was compiled, classified and tabulated manually and with help of

computer. Then the task of drawing inferences was accomplished with the help SPSS Software.

Sex:-

Sex

Frequenc

y Percent

Valid

Percent

Cumulative

Percent

Valid Female 15 15.0 15.0 15.0

Male 85 85.0 85.0 100.0

Total 100 100.0 100.0

As shown in the graph that 85%trspondent are Male and remaining 15% respondent are Female.

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From the above graph it is clear that majority of the respondents are aware of products and services

offered by HDFC Bank i.e. 91% and 9% respondents are not aware of services offered by HDFC

Bank.

Q.1 Occupation

Frequency Percent Valid PercentCumulative

Percent

Valid

Business 26 26.0 26.0 26.0

Other 11 11.0 11.0 37.0

Profession 23 23.0 23.0 60.0

Service 40 40.0 40.0 100.0

Total 100 100.0 100.0

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As above graph and table shows that 26% respondent from business, 23% Professionals, 40% Service holder and remaining 11% comes under other categories.

Q.2 Monthly transaction?

Frequency Percent Valid Percent Cumulative Percent

Valid 1000 -10000 19 19.0 19.0 19.0

10001-25000 34 34.0 34.0 53.0

25001-50000 28 28.0 28.0 81.0

50001-Above 19 19.0 19.0 100.0

Total 100 100.0 100.0

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19% respondents gave their answer that his/her monthly transactions comes under 1000-10000



19% % respondents gave their answer that his/her monthly transactions come under above 50000.

Q.3 Do you have Account?

Frequency Percent Valid Percent

Cumulative

Percent

Valid No 60 60.0 60.0 60.0

Yes 40 40.0 40.0 100.0

Total 100 100.0 100.0

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As table and graph shows that from total selected respondent 60% do not have an account and 40%

respondent have an account.

Q.4 If Yes Which bank-

Frequency Percent Valid Percent Cumulative Percent

Valid ICICI 23 23.0 23.0 23.0

HDFC 28 28.0 28.0 51.0

Kodak Mahindra Bank 6 6.0 6.0 57.0

Nationalized 26 26.0 26.0 83.0

No Response 9 9.0 9.0 92.0

Other Bank 8 8.0 8.0 100.0

Total 100 100.0 100.0

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From selected respondent 23% customer uses the ICICI Banks product, 28% users from HDFC Bank, 6% Kodak Mahindra Bank, 26% customer of Nationalized Bank,8% other banks and 9% not responded.

Q.5Do you want to open an account with HDFC Bank?

v6


Cumulative

Percent

Valid No 44 44.0 44.0 44.0

Will tell later 19 19.0 19.0 63.0

Yes 37 37.0 37.0 100.0

Total 100 100.0 100.0

ALOK KUMAR

From the table and graph above it can be seen that

44% respondents are not interested to open an account with the bank. 37% respondents are interested

to open an account with the bank and 19% of the respondents say that they will tell later.

Q.7 Do you have all the documents which are required to open an account?


Cumulative

Percent

Valid Yes 87 87.0 87.0 87.0

No 13 13.0 13.0 100.0

Total 100 100.0 100.0

ALOK KUMAR


87% respondents have all the documents which are required to open an account with the bank. 13%

respondents do not have all the documents which are required to open an account with the bank

Q.8 Are you aware of that HDFC Bank provide you a free Demat account if you open a new

savings account with the bank?

v9


Cumulative

Percent

Valid No 74 74.0 74.0 74.0

Yes 26 26.0 26.0 100.0

Total 100 100.0 100.0

ALOK KUMAR


26% respondents are aware that the bank provides a free Demat account with new savings account.

74% respondents are not aware of it.

Q.9 Do you think HDFC Interest rates are higher than as compared to the other banks?

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v7


Cumulative

Percent

Valid No 9 9.0 9.0 9.0

No Response 62 62.0 62.0 71.0

Yes 29 29.0 29.0 100.0

Total 100 100.0 100.0


29% respondents are thinking that HDFC Bank’s Interest rate is higher than as

compared other banks. 9% respondents say that HDFC Bank’s Interest rate is low and

62% were not able to say anything on this.

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Q.10 What was the source of information about various schemes provided by the Bank?


Cumulative

Percent

Valid Newspaper 40 40.0 40.0 40.0

Other sources 6 6.0 6.0 46.0

Radio 3 3.0 3.0 49.0

Television 25 25.0 25.0 74.0

Word of mouth 26 26.0 26.0 100.0

Total 100 100.0 100.0


ALOK KUMAR

Most of the customers influenced by news paper which has a share of 40%,word of

mouth26%, Television25%, Redio3% & 6% are influenced by other sources.

Q.11 Which factors do you considered for opening an account first?

Frequ

ency Percent Valid Percent

Cumulative

Percent

Valid Accessibility 25 25.0 25.0 25.0

DD/Pay Order 12 12.0 12.0 39.0

Minimum Balance 23 23.0 23.0 60.0

Cheque 40 40.0 40.0 100.0

Total 100 100.0 100.0

ALOK KUMAR

From the above graph we can see that 25% respondent select the accessibility, 12% DD/Pay Order, 23%

Minimum Balance and 40% Cheque.

FINDINGS OF THE STUDY

Majority of the customers are satisfied with HDFC Bank.

Majority of the customers are aware of services and extra services offered by HDFC

Bank. But not all the services.

Majority of the respondents are found the bank is average in maintaining the good

customer relationship as recommended in the suggestion.

The perception of the majority of the customer regarding the bank is good..

The most preferable extra service is Cheque and the less preferable DD/Pay Order.

The majority of customers are more interested in FD’s, and saving a/cs.

The majority of the customers are satisfied with the dealing of the officials upto some

extent.

Main factor that attract customers towards bank is the services of the bank.

Services that are most used by the customer are saving a/c, FD’s, current

Limitations of the Project

It is said, “Nothing is perfect” and if the quite is true, I am sure that there would be few shortcoming

in this project also. Sincere efforts have been made to eliminate discrepancies as far as possible but

few would have reminded due to limitations of the study. These are:

The research was carried out in a short period.

Limited sample size.

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The information given by the respondent might be biased some of them might not be

interested to given correct information.

Some of the respondents of the survey were unwilling to share information.

People mind set about the survey was an obstacle in acquiring complete information &

positive interaction.

RESEARCH SCOPE

The main purpose for selecting this topic was to know about the Customer Preference & Attributes

towards different Depository Accounts of HDFC Bank in Lucknow.

• Customer’s perception on the various products of the Bank.

• Market segmentation to find the potential customers for the Bank.

• The report seeks to present a comprehensive picture of the various types of banks.

• Improvement in selling and communication skills.

• Know the brand image of the HDFC bank in the competitive market.

• Branch of the Bank will able to know the customers feedback, perception, behavior and

interest towards their products in this particular area.

• Company will get new database for selling of their products.

• It will help to get more business after knowing feedback of the customers.

ALOK KUMAR

SUGGESTIONS AND RECOMMENDATIONS

► More stress should give on the advertisement and promotional activities.

► The Bank should make some efforts to improving good relationship with customer.

► The bank should enhance their services according to the needs of the customer.

► The bank makes its procedures less time consuming.

► The bank should make effort to aware the customers about their all the extra services.

► The company should provide a pass book to all its customers

► Make people understand about the various benefits of its products.

► Company should organize the program in the society, so that people will be aware about the company and different products of the bank.

► Company should open more branches in different cities.

ALOK KUMAR

BIBLIOGRAPHY

http://en.wikipedia.org/wiki/bankingfinancialcompany

www.hdfcbank.com

www.hdfcbank/products/finance

www.google.com

Research Methodology (2nd Edition), C.R. Kothari

Abbreviation

• NEFT- National Electronic Fund Transfer

• AQB- Average Quarterly Balance

• ECS- Electronic clearance service

• RTGS- Real time gross settlement

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http://www.google.com/

http://www.hdfcbank/products/finance

http://www.hdfcbank.com/

http://en.wikipedia.org/wiki/bankingfinancialcompany

• SPSS- Statistical Package for the Social Sciences

ANNEXURE

QUESTIONNAIRE-

Name of Respondent:-

___________________________________

Contact No:-

Sex:- Male Female

Please tick þ your response wherever appropriate.

1. Occupation

Business Profession

Service Other

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2. Monthly transaction?

1000 -10000 10001-25000

25001-50000 50001-Above

3. Do you have Account?

Yes No

4. If Yes Which bank’s-

ICICI HDFC

Kodak Mahindra Bank Nationalized

Other Bank

5. Do you want to open an account with HDFC Bank?

Yes No

Will tell later

6. Which deposit account you want to open?

Saving a/c

De-mat a/c

Current a/c

Fixed deposits a/c

7. Do you have all the documents which are required to open an account?

Yes No

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8. Are you aware of that HDFC Bank provide you a free Demat account if you open a new

savings account with the bank?

Yes No

9. Do you think HDFC Interest rates are higher than as compared to the other banks?

Yes No

10. What was the source of information about various schemes provided by the Bank?

Television Radio

Newspaper Word of mouth

Other sources

11. Which factors do you considered for opening an account first?

Accessibility

DD/Pay Order

Minimum Balance

Cheque

12. What are the additional Benefits do you expect from an Account?

______________________________________________________________________________________

_______________________________________________________.

ALOK KUMAR

THANKING YOU

ALOK KUMAR

karthikeyan project

Documents