hdfc bba 1 page dhanish

8/13/2019 HDFC BBA 1 Page Dhanish

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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
http://www.hdfcbank.com/aboutus/awards/default.htmhttp://www.hdfcbank.com/aboutus/awards/default.htm


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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


19/58

-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*

1;


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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

0


21/58

INTEGRITY

CUSTOMER CENTRIC

PEOPLE CARE ONE FOR ALL AND ALL FOR ONE

TEAM ORK

"OY AND SIMPLICITY

CHAPTER-0

REIE3 OF 6ITERATURE

01


22/58

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/' +*


23/58

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


24/58

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


25/58


26/58

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

0


27/58

(+/ #% 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*


28/58

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

0


29/58

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;


30/58

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


31/58

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


32/58

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


33/58

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


34/58

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


35/58

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>


36/58

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


39/58

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


40/58

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+/!)!/+#+*


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


41/58

Base 0 )espondents

0

20

40

60

80

100

120

140

1st 2nd

!ess t"an #ive

$ears

More t"an #ive

$ears

I+/!)!/+#+*


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


42/58

Base 0 )espondents

0

20

40

60

80

100

120

%usiness

ro#ession

ervi'e

I+/!)!/+#+*


0 )espondents O$pation is B$siness

0 )espondents O$pation is P)o+ession

>


43/58

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+/!)!/+#+*


.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

[email protected])e &o$ a (e(%e) o+ a .$%Gg&(khana

TAB6E-?

S/!#0

N*.

C#+/$*!, N->/! *8

R/')*%/+'

P/!/+#$/

1 es <


44/58

TOTAL 0 1

Base 0 )espondents

0

20

40

60

80

100

120

Y+& ,-

Y+&

,-

I+/!)!/+#+*


)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>


45/58

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+/!)!/+#+*


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>


46/58

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+/!)!/+#+*


)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/!/+#$/


47/58

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/!/+#$/


48/58

1 es 00

0 No 1?>


49/58

TOTAL 299 199

Base 0 )espondents

0

20

40

60

80

100

120

140

160

180

Yes ,o

Yes

,o

I+/!)!/+#+*


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


50/58

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+/!)!/+#+*


; )espondents a)e not known a%o$t HDFC Bank2s )e)$it(ent

po.iies )e.ated to sa.es e/e$ti#es

>


51/58

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


52/58

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


53/58

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


54/58

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

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