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SUMMER TRAINING REPORT

ON

Preferred Customers Attitude towards HDFC Bank LTD

Conducted At

HDFC BANK LTDNAKODAR BRANCH

Submitted to:PAU, Ludhiana

In partial fulfillment of requirements for theAwards of degree of MBA

Submitted By:BHARTI KALIA

(L-2009-BS-06-MBA (AB))Punjab Agricultural University

Ludhiana2010

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ACKNOWLEDGEMENT

This report could not have been possible without the help of certain people and

unstinting support of HDFC bank Ltd.

I would like to express my sincere gratitude towards Mr. Harjot Singh Ahluwalia

(Branch Manager) for his indicious and technical guidance, invaluable

and vital encouragement throughout the entire project which helped me

to get inside into the financial working of HDFC bank Ltd.

Sincere thanks is also extended to Mr. KARAN GROVER (Relationship Manager)

for his generous support , constant direction and mentoring at all stages of training.

His selfless and never failing interest, perpetual inspirations, constant

encouragement and constructive criticism polished my learning process and I am

sure that the experience gained here will go a long way in enriching my career.

I would also like to thank Mr. Manpreet Singh, and Mr. Amritpal Singh, Mr. Lalit

and Mr. Mohit for providing me with required data and giving direction to complete

my project.

I would also like to thank Ms. Parminder Kaur and all other sales staff members for

their support and guidance.

I also express my sincere thanks to my respective Major Advisor Dr. Y.P. Sachdeva ,

Professor and Head of the Department of Business Management, Punjab

Agricultural University, Ludhiana, under whose able guidance this project was

completed.

I express my sincere thanks to the whole HDFC bank Ltd. for giving all the facilities

during my training period.

In deed, the words at my command are not adequate to convey my heart full thanks

to my respective parents for the encouragement and inspiration given by them.

(Bharti Kalia)(L-2009-BS-06-MBA(AB))

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Abstract:

The project report consists of the activities provided by HDFC Bank Ltd. to deal

with their preferred customers. It gives details of the various

services, schemes and offers provided by the bank to its preferred

customers. This is a primary study to check the preferred

customers attitude towards HDFC Bank Ltd services. A well

defined and structured questionnaire was built to record the

responses of the banks preferred customers. It analyzes their level

of satisfaction and the problems faced by them ever.

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TABLE OF CONTENTS

Chapter No. Subject

1 INTRODUCTION TO HDFC BANK LTD.

2 INTRODUCTION TO PROJECT

3 RESEARCH METHODOLOGY

4 FINDINGS AND ANALYSIS

5 CONCLUSIONS AND SUGGESTIONS

ANNEXURES

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CHAPTER-1

INTRODUCTION

TOHDFC BANK

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1.2 Industry Profile:-

a.) Origin and development of the industry:-

Banking in India originated in the first decade of 18th century. The first banks

were The General Bank of India, which started in 1786, and Bank of Hindustan, both

of which are now defunct. The oldest bank in existence in India is the State Bank of

India, which originated in the "The Bank of Bengal" in Calcutta in June 1806. This

was one of the three presidency banks, the other two being the Bank of Bombay and

the Bank of Madras. The presidency banks were established under charters from the

British East India Company. They merged in 1925 to form the Imperial Bank of India,

which, upon India's independence, became the State Bank of India. For many years

the Presidency banks acted as quasi-central banks, as did their successors. The

Reserve Bank of India formally took on the responsibility of regulating the Indian

banking sector from 1935. After India's independence in 1947, the Reserve Bank

was nationalized and given broader powers.

A couple of decades later, foreign banks such as Credit Lyonnais started their

Calcutta operations in the 1850s. At that point of time, Calcutta was the most active

trading port, mainly due to the trade of the British Empire, and due to which banking

activity took roots there and prospered.

First of all we must note the fact that these institutions have changed very

much in character since their origin, and consequently nowadays perform many

functions unknown to those of former times. The first banks seem to have arisen in

connection with the business of exchanging money. In ancient times and especially

in the Middle Ages the varieties of coins were greater even than at the present day,

and they were much less perfectly and honestly minted. Specialists were, therefore,

required to determine their exact value and equivalence and to exchange coins of

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one mintage for those of another, and their BANK were in great demand at fairs and

other places where merchants of different nations met for purposes of trade.

Inasmuch as they kept their boxes or chests of coins on benches or "banken," the

name bankers came to be applied to them. On account of their technical knowledge

and the fact that they were obliged constantly to keep on hand considerable

quantities of the precious metals, this business in the early Middle Ages was usually

carried on by goldsmiths, but later it was sometimes assumed by the governments of

large commercial cities, as, for example, by Amsterdam in 1609, by Hamburg in

1619, and by Nurnberg in 1621. Of these latter the Bank of Amsterdam was the most

important and may be regarded as typical of these early institutions.

From the earliest times also, bankers have been the chief agents through

which foreign exchanges have been conducted. As dealers in coin and bullion they

had international connections and knowledge of international affairs not possessed

by other merchants, and was, therefore, in a position to undertake the settlement of

international accounts by means of orders drawn on bankers in other countries or

other cities with whom they had regular business transactions. As keepers of other

people's money they also promoted saving, and banks thus became in time the chief

savings institutions of the country.

b. Growth and present status of the industry: -

Currently (2009), banking in India is generally fairly mature in terms of supply,

product range and reach-even though reach in rural India still remains a challenge

for the private sector and foreign banks. In terms of quality of assets and capital

adequacy, Indian banks are considered to have clean, strong and transparent

balance sheets relative to other banks in comparable economies in its region. The

Reserve Bank of India is an autonomous body, with minimal pressure from the

government. The stated policy of the Bank on the Indian Rupee is to manage

volatility but without any fixed exchange rate-and this has mostly been true.

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With the growth in the Indian economy expected to be strong for quite some time-

especially in its services sector-the demand for banking services, especially retail

banking, mortgages and investment services are expected to be strong. One may

also expect M&As, takeovers, and asset sales.

In March 2006, the Reserve Bank of India allowed Warburg Pincus to

increase its stake in Kotak Mahindra Bank (a private sector bank) to 10%. This is the

first time an investor has been allowed to hold more than 5% in a private sector bank

since the RBI announced norms in 2005 that any stake exceeding 5% in the private

sector banks would need to be vetted by them.

Currently, India has 88 scheduled commercial banks (SCBs) - 27 public

sector banks (that is with the Government of India holding a stake)after merger of

New Bank of India in Punjab National Bank in 1993, 29 private banks (these do not

have government stake; they may be publicly listed and traded on stock exchanges)

and 31 foreign banks. They have a combined network of over 53,000 branches and

17,000 ATMs. According to a report by ICRA Limited, a rating agency, the public

sector banks hold over 75 percent of total assets of the banking industry, with the

private and foreign banks holding 18.2% and 6.5% respectively

Introduction of many products and facilities in the banking sector was in its

reforms measure. In 1991, under the chairmanship of M Narasimham, a committee

was set up by his name which worked for the liberalization of banking practices.

The country is flooded with foreign banks and their ATM stations. Efforts are

being put to give a satisfactory service to customers. Phone banking and net banking

is introduced. The entire system became more convenient and swift. Time is given

more importance than money.

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In 1995, the Brookings Institution published a paper entitled The

Transformation of the U.S. Banking Industry: What a Long, Strange Trip Its Been.

Using a breathtaking array of facts and figures, the paper described in great detail

the dramatic changes that had occurred in the U.S. commercial banking industry

over the 15 years from 1979 to 1994. The banking industry was transformed during

that period, according to the paper (p. 127), by the massive reduction in the number

of banking organizations; the significant increase in the number of failures; the

dramatic rise in off-balance sheet activities; the major expansion in lending to U.S.

corporations by foreign banks; the widespread adoption of ATMs; . . . and the

opening up of interstate banking markets. The paper went on to explain that most of

these major changes in banking could be traced to two developments: (1) the

extraordinary number of major regulatory changes during the period, from deposit

deregulation in the early 1980s to the relaxation of branching restrictions later in the

decade; and (2) clearly identifiable innovations in technology and applied finance,

including improvements in information processing and telecommunication

technologies, the securitization and sale of bank loans, and the development of

derivatives markets. Other research would later confirm the papers assessments

and its explanation of the course of events in the banking industry over the period

19791994.

Over the two decades 19842003, the structure of the U.S. banking industry

indeed underwent an almost unprecedented transformationone marked by a

substantial decline in the number of commercial banks and savings institutions and

by a growing concentration of industry assets among a few dozen extremely large

financial institutions. This is not news. As mentioned above, the decline in the

number of banking organizations has been ongoing for more than two decades and

has been well documented in the literature. Nevertheless, a brief overview will serve

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to clarify both the scope of the decline and the increasing concentration of assets

among the nations largest banking organizations

At year-end 1984, there were 15,084 banking and thrift organizations (definedas commercial bank and thrift holding companies, independent banks, and

independent thrifts). By year-end 2003, that number had fallen to 7,842a decline

of almost 48 percent (figure 1). Distributed by size, nearly all the decline occurred in

the community bank sector (organizations with less than $1 billion in assets in 2002

dollars), and especially among the smallest size group (less than $100 million in

assets in 2002 dollars). Yet the community banking sector still accounts for 94

percent of banking organizations.

c. Future of the industry:-

The burden of reporting and other regulatory requirements will fall heavily and

disproportionately on small banks unless remedial action is taken. Further advances

in information technology will permit the development of new products, BANK, and

risk-management techniques but may also pose important competitive and

supervisory issues. Nonbank entities will continue to offer bank-like products in

competition with banks, raising anew the question of whether banks are still special

and, more fundamental, whether banks are sufficiently different from nonblank firms

to justify the maintenance of a safety net for banks. It is useful, therefore, to try to

chart the course of the banking industry in the next five to ten years and to consider

what policy issues the industry and regulators will face. The authors of this study do

not pretend to be clairvoyant. They are mindful of the many financial predictions that

were once offered with confidence but turned out to be wrong or premature. This

study is perhaps best described as an exercise in strategic thinking. Its approach is

to analyze what has happened in the recent past, consider in detail reasons for

expecting recent trends to continue or to change, and draw the consequences for

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bank and regulatory policies. As always, uncertainties abound, and events that may

now appear fairly improbable may in fact shape the future. This paper closes with a

discussion of a number of such possible events. The future-of-banking study

addresses three broad questions:

1. What changes in the environment facing banking can be expected in the next five

to ten years?

2. What are the prospects for different sectors of the banking industry in this

anticipated environment? Because the banking industry is not monolithic and

different segments of the industry have, to some degree, different opportunities and

vulnerabilities, the study considers separately the prospects for large, complex

banking organizations; regional and other midsize banks; community banks; and

limited-purpose banks.

3. What policy issues are the industry and regulators likely to face in the years

ahead? Separate consideration is given to

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BACKGROUND OF HDFC BANK

The Housing Development Finance Corporation Limited (HDFC) Bank 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.

The bank was incorporated on 30th August 1994 in the name of HDFC Bank

Limited with its registered office in Mumbai. HDFC Bank commenced operations as a

Scheduled Commercial Bank on 16th January 1995. The bank has grown

consistently and is now amongst the leading players in the industry. HDFC has

branch offices in all major cities in India like Calcutta, Chennai, Delhi, Bangalore,

Hyderabad, and Ahmadabad apart from HDFC Mumbai.

HDFC India deals in varieties of products like home loan, standard life insurance,

mutual fund, securities, credit cards, etc.

Promoters

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

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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, a strong market reputation, large shareholder base and unique consumer

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

Mission & Vision

HDFC Bank mission is to be a World-Class Indian Bank. HDFC Bank mission

is to provide our customers with the most useful investment guidance and

investment- related services available in the country. We want to become a one-stop

solution for all your investment needs, one that will help you get the most out of your

money.

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 risk appetite. The bank is committed to maintain the highest

level of ethical standards, professional integrity, corporate governance and

regulatory compliance. HDFC Bank business philosophy is based on four core

values

Operational ExcellenceCustomer Focus

Product Leadership

People

Organizational Goals HDFCs goals are:-

Develop close relationships with individual households

Maintain its position as the premier housing finance institution in the country

Transform ideas into viable and creative solutions

Provide consistently high returns to shareholders

To grow through diversification by leveraging off the existing client base.

Distribution Network

HDFC Bank is headquartered in Mumbai. The Bank at present has anenviable network of over 1725 branches in 779 Indian towns and cities.

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The Banks expansion plans take into account the need to have a presence in

all major industrial and commercial centers where corporate customers are located

as well as the need to build a strong retail customer base for both deposits and loan

products. Being a clearing/settlement banks to various leading stock exchange, the

bank has branches in the centers where the NSE/BSE have a strong and active

member base. The bank offers many innovative products & services to Individual,

Corporate, Trusts, Government, Partnerships, Financial Institutions, Mutual Fund,

Insurance Companies.

The Bank also has a network of about 4232 networked ATMs across these

cities. Moreover, HDFC Bank's ATM network can be accessed by all domestic and

international Visa/MasterCard, Visa Electron/Maestro, Plus/Cirrus and American

Express Credit/Charge cardholders.

Management

Mr. C. M. Vasudev, who is a Director of the Bank is appointed as Chairman of

the HDFC Bank on a part time basis for a period of three years effective July 06,

2010.

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. It consists of Mr. Keki Miistry, Mrs. Renu Karnad, Mr Gautam deewan, Mr.

Arvind Pandey and Mr. Ashim Samanta. 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

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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 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, scalable 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, 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 both

commercial and Investment banking on the Wholesale side and transactional /

branch banking on the Retail side. The bank has three key business areas:

Wholesale Banking Services

The Bank's target market ranges from large, blue-chip manufacturing

companies in the Indian corporate to small & mid-sized corporate and agri-based

businesses. For these customers, the Bank provides a wide range of commercial

and transactional banking services, including working capital finance, trade services,

transactional services, cash management, etc. 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

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solutions to corporate customers, mutual funds, stock exchange members and

banks.

Retail Banking Services

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 the 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 September

30, 2005, the bank had a total card base (debit and credit cards) of 5.2 million cards.

The Bank is also one of the leading players in the "merchant acquiring" business with

over 50,000.

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.

BANKING AS A SERVICE

One of the major trends in recent years has been the dramatic growth of

services. The growing importance of the service sector in the economy has forced

academic interest towards the field. Services are varied and distinctive enough to

require a distinctive approach to be followed in their marketing and management.

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THE CONCEPT OF SERVICE

The term service is rather general in concept, and it includes a wide variety of

services advertising, marketing research, and banking, insurance, legal and

marketing services.

According to Kotler , A service is any activity or benefit that one party can

offer to another that is essentially intangible and does not result in the ownership of

anything. Therefore, its production may or may not be tied to a physical product.

Bank, as a service, can be understood in terms of its Marketing Mix elements.

These are:

The Product

Product from services point of view, is a match between service product

from customers view point and the suppliers view point. From banks point

of view, product are different offerings by bank in form of saving account,

current accounts, fixed accounts, de-mat account and salary account. In the

form of services, these are Net banking facility, Phone banking facility,

Mobile banking facility, ATMs, Debit cards, etc.

The Price

The price must be attractive enough to cause the customer to purchase

and high enough to cover your costs and give you profit. As it is said price

is a crude measures, it reflects in a single number all the attributes that a

customer may value in a product like time, effort, craftsmanship,

innovation, fashion, status, rarity, long term value and so on.

The Promotion

This involves determining the most effective means of letting your potential

customers know the availability and benefits of your product or service. This

can be done by promoting the products or services through advertising,

sales promotion, public relations, personal selling or direct marketing. In

case of banks most commonly adopted promotion tools are direct channels

like personal selling through its Marketing Executive, road side marketing

through use of banners, hoarding etc.

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Place

The most important decision element in the distribution strategy relates to

the issue of location of service so as to attract the maximum number of

customers. In case of HDFC Bank to penetrate into the market, it has a

distribution network of nearly 1412 branches in 528 cities all over India and

over 3295 ATMs.

People

An essential ingredient to any service provision is the use of appropriate staff

and people. HDFC Bank Recruits the right staff and train them appropriately

in the delivery of their service to obtain a form of competitive advantage. For

eg. Relationship Managers, premium managers are appointed only to provide

better services to their most profitable customers.

The Process

In a service organization, the system by which you receive delivery of the

service contributes the process. Like, in case of HDFC Bank, delivery of the

services is direct through the bank personnel, through the use of mails in the

form of monthly statement, or through the use of highly advanced technology

like Net banking, Phone banking etc.

Therefore, marketing on any services requires a blend of all the marketing

mix elements - product, price, promotion, distribution, people, physical

evidence and process.

The Physical Evidence

Physical evidence adds on to the image of the

service organization as perceived by the

customers. These constitute the physical,

tangible and controllable aspect of any service

organization. These are mainly of two types:

Peripheral Evidence: that is actually

possessed as a part of purchase of service,

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but by itself, is of no value. Like in case of a

bank, say HDFC Bank, a Cheque book

constitutes a peripheral evidence as it is of

value only if a customer his money in his

account.

Essential Evidence: It is something which

cannot be possessed by the customers, the

building, its size and design, logo and

mnemonic device of the organization, are

constituents of the essential evidence as the

logo of HDFC Bank adds on to the image of

the bank.

When Indian government removed the barriers

for foreign entrants with its liberalization policy,

multinational corporations helped in technical up-

gradation of Indian system. Prior to the change, it was a

sellers market and now it is a customer oriented

market.

For the first time, the customer or the buyers

have realized their power and organizations are more

focused towards service.

The same trend has been seen in the banking sector.

Prior to the change, the banks were nationalized and

the customers were treated impolitely. But now there

has been a dramatic change in the system. It is more

focused on the convenience of their customers. Withthe coming of private banks in Indian banking area,

nationalized banks are changing their systems and

habits.

Awards and Achievements

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HDFC Bank began operations in 1995 with a

simple mission: to be a "World-class Indian Bank" .

We realized that only a single-minded focus on product

quality and service excellence would help us get there.

Today, we are proud to say that we are well on our way

towards that goal.

It is extremely gratifying that our efforts towards

providing customer convenience have been appreciated

both nationally and internationally.

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21

2010

Institutional Investor MagazinePoll

HDFC Bank MD, Mr. Aditya Puri among "Asian Captainof Finance 2010"

IDRBT Technology 2009Awards

Winner - 1) IT Infrastructure 2) Use of IT within the BanRunners-up - IT Governance (Large Banks)

ACI Excellence Awards 2010 Highly Commended - Asia Pacific HDFC Bank

FE-EVI Green BusinessLeadership Award

Best performer in the Banking category

Avaya Global Connect 2010 Customer Responsiveness Award - Banking & FinanciaServices category

Forbes Top 2000 Companies Our Bank at 632nd position and among 130 Global HigPerformers

Financial Express - Ernst &Young Survey 2009-10 Best New Private Sector BankBest in GrowthBest in strength

Asian Banker ExcellenceAwards 2009 Best Retail Bank in India

Excellence in Automobile LendingBank M&A IntegrationTechnology Implementation

The Asset Triple A Awards Best Cash Management Bank in India

Euromoney Private Bankingand Wealth Management Poll2010

1) Best Loca l Bank in India (second year in a row) 2)Best Private Banking Services overall (moved up fromNo. 2 last year)

Financial Insights InnovationAwards 2010

Innovation in Branch Operations - Server ConsolidationProject

Global Finance Award Best Trade Finance Provider in India for 2010

2 Banking Technology Awards2009

1) Best Risk Management Initiative and 2) Best Use of Business Intelligence.

SPJIMR Marketing Impact

Awards (SMIA) 2010

2nd Prize

2009

Asia Money 2009 Awards 'Best Domestic Bank in India'

IBA Banking Technology

Awards 2009

'Best IT Governance Award - Runner up'

Global Finance Award 'Best Trade Finance Bank in India for 2009
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2007

Dun & Bradstreet American

Express Corporate Best Ban k

Award 2007

'Corporate Best Bank' Award

The Bombay Stock Exchang e

and Nasscom Foundation's

Business for Social

Responsibility Awards 2007

'Best Corporate Social Responsibility Practice' Aw ard

Outlook Money & NDTV Profit Best Bank Award in the Private sector category.

The Asian Banker Excellence

in Retail Financial Service s

Awards

Best Retail Bank in India

Products and ServicesHDFC Bank offers variety of products and

services to its customers and these are following:

Deposit Accounts

22

Excellence Award 2008

Asian Banker Excellence in

Retail Financial Services

'Asian Banker Best Retail Bank in India Award 2009 '

2008

Finance Asia Country Awards

for Achievement 2008

'Best Bank and Best Cash Management Bank'

CNN-IBN 'Indian of the Year (Business)'Nasscom IT User Award 2008 'Best IT Adoption in the Banking Sector'

Business India 'Best Bank 2008'

Forbes Asia Fab 50 companies in Asia Pacific

Asian Banker Excellence in

Retail Financial Services

Best Retail Bank 2008

Asiamoney Best local Cash Management Bank Award voted

Corporates

Microsoft & Indian Express

Group

Security Strategist Award 2008

World Trade Center Award of

honour

For outstanding contribution to international tra

services.

Business Today-Monitor

Group survey

One of India's "Most Innovative Companies"

Financial Express-Ernst &

Young Award

Best Bank Award in the Private Sector category

Global HR Excellence Awards

- Asia Pacific HRM Congress:

'Employer Brand of the Year 2007 -2008' Award - Fi

Runner up, & many more

Business Today 'Best Bank' Award
http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/dun_awards_07.HTMhttp://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://openwindow%28%22/common/bestbank07.htm%22,%22%22,%22width=640,height=450,scrollbars=yes%20,menubar=no,location=no,left=0,top=0%22)http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/default.htm#%23http://www.hdfcbank.com/aboutus/awards/dun_awards_07.HTMhttp://www.hdfcbank.com/aboutus/awards/default.htm#%23http://openwindow%28%22/common/bestbank07.htm%22,%22%22,%22width=640,height=450,scrollbars=yes%20,menubar=no,location=no,left=0,top=0%22)


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SAVINGS ACCOUNT

These Accounts are primarily meant to inculcate a

sense of saving for the future, accumulating funds over

a period of time. Apart from the usual facilities, one get

a free ATM card, inter branch banking, net banking,

phone banking, debit card and mobile banking among

others.

Maintain AQB required Rs.10000/- (Urban)

Rs.5000/- (Semi Urban)

If AQB is less than:

Rs.10,000/- (Urban) Rs.750/-

per quarter Rs.5000/- (Semi Urban) Rs.750/-

per quarter If customer opens a Fixed Deposit Account of

Rs. 50,000/-, then he/she no longer have to

maintain a minimum balance of Rs. 10,000 on

Savings Account.

The following are the types of the saving accounts

- Regular

Savings Account

- No Frills

Account

-Retail Trust

Account

- Salary

Accounts:

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-

Payroll

-

Classic

-

Regular

-

Premium

-

Defense

-Kid's Advantage

Account

-Pension Saving

Bank Account

-Family Savings

Group

CURRENT ACCOUNT

HDFC Bank offers current account to meet business

requirement of the different customers, whatever the

size and scope of business be.

Maintain AQB is Rs.10,000/-

50 cheque leaf Free

The following are the types of the current accounts

Plus Current

AccountTrade Current

Account

Premium Current

Account

Regular Current

Account

Reimbursement

Current Account

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RFC - Domestic

Account

FIXED DEPOSITS

Long-term investments form the chunk of everybody's

future plans. HDFC Bank offers fixed deposits as an

alternative to simply applying for loans. It allows you to

borrow from your own funds for a limited period, thus

fulfilling your needs as well as keeping your savings

secure.

Minimum Deposits Rs.10,000/-

The following are the types of the fixed deposit

accounts

Regular Fixed

Deposit

Super Saver

Account

Sweep-in

Account

RECURRING DEPOSITS

Invest an amount every month in HDFC Bank Recurringdeposits so as to meet your financial needs.

Loans-

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Whatever customer needs, range of loans is being

provided to help. Personal Loans - For a wedding, house

renovation, education, purchase of a computer or

exiting holiday, loans can be taken from HDFC

Banks range of Personal Loans.

Home Loans - Get the home of your dreams -

with a little help from us.

Two Wheeler Loans - With flexible payment

options and easy repayment, our Two Wheeler

Loan offers the perfect excuse to purchase that

bike you've always wanted.

New Car Loans - Drive away the car of your

dreams - with our New Car Loan.

Used Car Loans - Choose any used car and well

put you in driver's seat.

Overdraft against Car - Get an overdraft against

your car and utilize the money for your personal

or business needs.

Express Loans - Borrow from Rs. 10,000 to

75,000 for any purpose at low interest rates.

Loans against Securities - Get an overdraft

against your securities like Equity Shares, Mutual

Fund Units, GOI Relief Bonds, LIC Policies and

IMDs/RIBs.

Loans against Property - Get a loan against

your residential or commercial property. Flexibility

to choose between an EMI based loan or anOverdraft.

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Cards

Credit Cards Silver Credit Card, Gold

Credit Card, Titanium Credit Card, platinum

credit card, Value Plus Credit Card, Health

Plus Credit Card, HDFC Bank Idea Silver

Card, HDFC Bank Idea Gold Card.

Debit cards Easy Shop International Debit

Card, Easy Shop Gold Debit Card and Easy

Shop Woman's Advantage Debit Card

Prepaid cards - Forex Plus card and Gift

Plus Card, Money Plus card, Food Plus card

etc.

Forex Services

HDFC Bank has a huge range of forex products

and services that can be chosen to transact smoothly,

efficiently and in a timely manner. The foreign exchange

products and services offered by HDFC Bank are:

TradeFinance

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Traveller

s' Cheques

Foreign

Currency Cash

Foreign

Currency Drafts

Foreign

Currency Cheque Deposits

Foreign

Currency Remittances

Forex

Plus Card

Investment Services

When you bank with us, we ensure your money

is not just in safe hands. HDFC Bank help you to invest

wisely through their financial and investment services.

Various investment services offered by HDFC Bank are:

Mutual

Funds

Insurance

Bonds

Equity

Advice

Financial

Planning

Knowledge

Centre

Equities &Derivatives

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Mudra

Gold Bar

Payment Services

Net Safe - It is a unique online payment solution

that offers complete security while shopping on

the Internet. With Net Safe, one can shop online

without revealing his Credit Card number.

Prepaid Refill - If a person is HDFC Bank

account holder and a prepaid customer, he can

refill his prepaid mobile card with prepaid refill

service.

Bill Pay - Telephone, electricity and mobile phone

bills can now be paid at customers convenience

through the Internet, ATMs, mobile phone and

telephone with Bill Pay, our comprehensive bill

payments solution.

Direct Banking Channels

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Wherever you are, your bank is always

accessible. Experience the total control and

convenience with our range of innovative services.

Net Banking - Access your bank account from

anywhere in the world, at anytime, at your ownconvenience.

You can also view your Demat Account through

Net Banking. With Net Banking, you can not only view

your account balance but also open a Fixed Deposit,

transfer funds, pay your electricity, telephone or mobile

phone bills and much more.

What can I do using Net Banking?

View Account Balances & Statements

Transfer Funds between accounts

Create Fixed Deposits Online

Request a Demand Draft

Pay Bills

Order a Cheque Book

Request Stop Payment on a Cheque

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One View One View is a revolutionary service from

HDFC Bank that allows you to manage multiple

accounts in different banks through one single online

interface. If you are an HDFC Bank customer and have

one or more accounts with Citibank, ICICI Bank, HSBC

India, Standard Chartered Bank then One View is just

right for you.

Features & Benefits

No need to individually log on to internet

banking of every account. Just log on to One

View and manage upto FIVE accounts indifferent banks.

Remember only ONE password.

No charges whatsoever - Enjoy this

convenience, absolutely FREE!

ATMs Now, your money is accessible to you 24 hours

a day, 7 day a week, 365 days a year from any of our

over 4232 ATM across India. So, wherever you are, at

whatever time, you will always have access to your

account.

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Benefits:

24-hour access to cash - Withdraw up to Rs.10,000/-

per day on your ATM Card. The fast cash option saves

your time by providing the cash in denominations of Rs.500/-.

View Account Balances & Mini-statements - Get

details of the last 9 transactions on your account with

the mini-statement, along with your balance.

Order a Cheque Book / Account Statement

Transfer Funds between accounts - You can also

transfer money from one of your accounts to another.

Both accounts must be linked to your ATM Card and

Customer ID. A maximum of 5 saving and 5 Current

Accounts can be linked.

Refill your Prepaid card - If you are an HDFC Bank

Account holder and a prepaid customer, you can now

refill your prepaid card with our Prepaid Refill service.

Pay your utility bills - Pay your cellular, telephone and

electricity bills through the ATM using Bill Pay, a

comprehensive bill payments solution. Know more

about

Deposit cash or cheques - You can deposit cash or

cheques into your account and the ATM will

immediately print a receipt for the same.

Phone Banking - When you dial in to Phone Banking,

a voice prompt will guide you through the various

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transactions. You may also talk to a Phone Banker, who

will provide you with the required assistance.

Avail of the following services via Phone Banking:

Check your account balance - Get up-to-the-second

details of your Savings or Current Accounts and your

Fixed Deposits. You can also get the details of the last

9 transactions on your account, or have a mini

statement faxed across to you.

Enquire on the cheque status - You can use Phone

Banking to check on the status of cheques issued or

deposited from anywhere in India.

Order a Cheque Book / Account Statement - Just call

Phone Banking and get your Cheque Book or latest

Account Statement delivered at your doorstep.

Stop Payment - Stop payment of a single cheque or a

series of cheques, 24 hours a day.

Loan Related queries - Get details of the outstanding

loan amount, enquire about your loan account, request

for an interest certificate and repayment schedule, etc.

Just call Phone Banking in your city and dial 4 andspeak to our Phone Banker.

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Open a Fixed deposit or Enquire on your Fixed

deposits / TDS - Talk to our Phone Banker to easily

open a Fixed Deposit over the phone, by simply

authorizing a transfer of funds from your Savings

Account.

Transfer Funds between accounts - You can also

transfer money from one of your accounts to another.

Both accounts must be linked to your Customer ID. You

can transfer amounts up to Rs 1 Lac in a single day.

Pay your bills - Pay your cellular, telephone, electricity

and HDFC Bank credit card bills through the Phone

Banking using Bill Pay, a comprehensive bill payments

solution.

Report loss of your ATM / Debit Card / Forex Plus

Card - If your ATM / Debit Card / Forex Plus Card is

lost, call any Phone Banking numbers to deactivate

your card(s).

Learn about all our other products - Get details on

HDFC Bank products & services by talking to our

Phone Banker.

Enquire about latest Interest / Exchange rates - Get

latest Interest rates on Deposits and Foreign Exchange

rates by talking to our Phone Banker.

Mobile Banking - Access your account on your mobile

phone screen at no airtime cost. Use SMS technology

to conduct your banking transactions from your cell

phone.

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Our Mobile Banking service provides a host of features

at your finger-tips through SMS:

Get your balance details Obtain your last 3 transaction details

Request a cheque book

Stop a cheque payment

Enquire cheque status

Request an account statement

Get Fixed Deposit details

Pay your bills

Insta Alert Just register for our Insta Alert service

and receive updates on your account as and when the

select transaction happens - all this without visiting the

branch or ATM.

You can register for any or all of the following

alerts:

Debit transactions greater than Rs.5,000/ Rs.10,

000/ Rs.20,000/Rs. 50,000 Credit in account greater than Rs.5,000/ Rs.10,

000/ Rs.20,000/Rs. 50,000 Account Balance below Rs.5,000/ Rs.10, 000/

Rs.20,000/Rs. 50,000- Weekly account balance

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Salary Credits

Utility bill payment due Alert

Bill Pay - Now, you have the luxury of paying your

telephone, electricity and mobile phone bills at your

convenience through the Internet, ATMs, your mobile

phone or telephone - using Bill Pay, a comprehensive

bill payments solution. LIC insurance premiums can

also be paid through this facility.

A variety of payment modes available - Internet,

ATMs, your Mobile phone, Telephone and Direct Pay.

Inter City/ Inter Branch Banking - Our sophisticated

computerized network gives you the flexibility of

accessing your Savings or Current Account from any of

our over 531 branches and over 1300 ATMs acrossIndia.

HDFC BANK, NAKODAR

HDFC Bank, Nakodar playing a pioneer role in

providing banking services to the residents of Nakodar.

I have got an opportunity to complete my summer

training here.

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The branch is situated in the heart of the city

satisfying the banking needs of the people with its

efficient Bank Staff, Reliable and Prompt services and

under the esteem guidance of its Head Office. This

Branch is providing Retail banking services.

SWOT Analysis

STRENGTH Amalgamation with Centurion Bank of Punjab

provided large database of Punjab. Location is also strength of HDFC Bank. Totally

NRI belt of 28 villages comes under tehsil

Nakodar. Farmers are potentially sound having

comparatively large farms which is proved as aboom for selling agri-products.

Foreign Exchange service is available with

HDFC only at Nakodar. Due to large no. of branches wide coverage is

possible. Loans are disbursed aggressively.

WEEKNESS Sitting arrangement is not satisfactory.

Staff availability is less during peak hours.

Sales staff is less as compare to other banks.

Database is less as compare to other banks.

KYC process is very lengthy as well as time

consuming.

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OPPURTUNITIES Can attract more customers by charging less

interest rates on loans as compare to other local

banks. Bank can penetrate easily with proper utilization

of huge network available.

THREATS Decentralization policy of Capital Local Area

bank is a major setback for HDFC Bank. Liberalized policy of Axis Bank of KYC is also

giving competition.

Financial Analysis

Financial analysis refers to the process of

determining the financial strengths and weakness of a

company or firm by establishment strategic relations

between the items of the Balance Sheet, Profit & Loss

Account and other operative data. In short, it is the

analysis and interpretation of information contained in

financial statements to obtain a better understanding of the companies performance, position, profitability and

financial soundness .

A. Ratios

1) Liquidity Ratio

Liquidity refers to the ability of a concern to

meet its current obligations as and when these become

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due. The short - term obligations are met by realizing

amounts from current assets.

a) Current Ratio: Current ratio is the relationship

between current assets and current liabilities. This ratio

is used for short term liquidity position.

Current

Assets

Current Ratio =

Current

Liabilities

[Current Assets = Cash + Balances with Banks +

Other Assets Deferred Tax]

Rs. 11,50,613

2010 = =

1.21

Rs. 9,50,398

Rs. 9,13,476

2009 = = 1.16

Rs. 7,84,949

Rs. 5,73,107

2008 = = 1.09

Rs. 5,26,446

Rs. 4,52,912

2007 = = .72

Rs. 6,29,698

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Analysis:

This ratio depicts whether the Bank has

sufficient Current Assets to pay its Current

Liabilities. The rule of thumb of this ratio is 2:1. But

as shown in all the 3 years this rule of thumb is not

met. Although rate of growth in current ratio is

higher in year 2008 (1.09) as compare to 2007

(0.72), but ratio is progressing at lower rate in year

2009 (1.16) and 2010 (1.21). However, an increasing

ratio at good rate promises the good future of the

bank.

b) Quick Ratio: Quick ratio also known as

Acid Test or Liquid Ratio is a more rigorous

test of liquidity than the current ratio. The

term Liquid refers to the ability of a firm to

pay its short-term obligations as and when

they become due.

Quick Assets

Quick Ratio =

Current

Liabilities

Rs. 8,55,358

2010 = = 0.90

Rs. 9,50,398

Rs. 6,91,900

2009 = = 0.88

Rs. 7,84,949

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Rs. 4,47,400

2008 = = 0.85

Rs. 5,26,446

Rs. 3,55,088

2007 = = 0.56

Rs. 6,29,698

Analysis:

Quick ratio shows that how many times the

quick assets are available to pay the current liabilities of

bank. The rule of thumb is 0.5 :1. As data clearly depicts

that bank satisfies this ratio. In the year 2007 the ratio is

being satisfied at 0.56 by bank and ratio increases at

higher rate to 0.85 in 2008 year. A small increase is

shown in year 2009 and 2010 at 0.88 and .90

respectively. The main reason behind that the bank is

keeping cash excess of its CRR. The bank is fully

satisfying its short term solvency.

2) Operating Profit Ratio

Operating Profit

Operating Profit Ratio =

*100

Total Income

[Operating Profit = Total Income Interest Expended

Operating Expense]

[Total Income = Interest Earned + other Income]

Rs. 6,42,972

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2010= *100 =

32.18%

Rs. 19,98,052

Rs. 5,17,896

2009 = *100 =

26.39%

Rs. 19,62,288

Rs. 1,34,387

2008 = *100 = 35.34%

Rs. 3,74,483

Rs. 3,55,088

2007 = *100 = 33.28%

Rs. 3,02,896

Analysis:

Operating Profit ratio shows the profit earned by

Bank from its operating activities. Operating profit is

obtained by adding all Income of Bank and deducting

the operating expenses. All non-recurring Income and

Expenditure are ignored. When see the data it shows

that Bank has 33.28% as operating profit in year 2007

which increase to 35.34% in year 2008. In the year 2009

it is 26.39% which is less as compare to 2007 and 2008

years. But bank has a ratio of 32.18% in year 2010 it

means after a year it comes on track successfully. So

Bank promises a good future deal towards its Holders

and Customers.

3) Operating Cost Ratio

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Operating Cost

Operating Cost Ratio =

*100

Total Income

[Operating Cost = Interest Expended + Operating

Expense]


Rs. 13,55,080

2010= *100 =

67.82%

Rs. 19,98,052

Rs. 3,62,059

2009 = *100 = 64.66%

Rs. 5,59,932

Rs. 2,40,096

2008 = *100 = 64.11%

Rs. 3,74,483

Rs. 2,02,105

2007 = *100 = 66.72%

Rs. 3,02,896

Analysis:

Operating Cost ratio depicts the operating cost

incurred by Bank to earn its operating total Income. As

shown by above ratio its clearly depicts that Banks

operating cost is rising leading to reducing operating

profit. Banks operating cost in the year 2007 was

66.72% and it reduced to 64.11% in year 2008. But

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again it is increasing 64.66% in year 2009 and 67.82%

in 2010. Presenting a good future of bank in spite of

such increase because overall income of Banks rising.

4) Profitability Ratio

Net Profit after

Tax

Profitability Ratio =

*100

Total Income


Rs. 2,94,869

2010= *100 =

14.75%

Rs. 19,98,052

Rs. 87,078

2009 = *100 = 15.55%

Rs. 5,59,932

Rs. 66,556

2008 = *100 = 17.77%

Rs. 3,74,483

Rs. 50,950

2007 = *100 = 16.82%

Rs. 3,02,896

Analysis:

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Profitability ratio shows the Net Profit after tax

earned by bank upon his total Income. Banks total

income is increasing each consecutive year. In the year

2007 the Bank has earned 16.82% profit after tax on his

total income and it raise to 17.77% in year 2008. But

now it is continuously falling in year 2009 and 2010

which is 15.55% and 14.75% respectively. But overall

prospective of bank is highly good because banks

overall income is rising.

5) Proprietory Ratio: Proprietory ratio indicates

the extent to which the Assets of the company

can be lost without affecting the interest from the

creditors. Higher ratio, higher long term

solvency.

Shareholders

Fund

Proprietory Ratio =

Total Assets

[Shareholders Fund = Capital + Reserve and Surplus]

Rs.21,51,959

2010= =

0.09

Rs. 2,22,45,860

Rs. 5,29,953

2009 = = 0.07

Rs. 73,50,639

Rs. 4,51,985

2008 = = 0.09

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Rs. 51,42,900

Rs. 2,69,188

2007 = = 0.06

Rs. 42,30,699

Analysis:

The above analysis shows that 6 paise is contribution

of shareholders in every rupee invested into the Bank.

This increased gradually in next year 9 paise but slightly

fall to 7 paise and then again rise to 9 paise in 2010. It

shows that bank premises a good long solvency.

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CHAPTER 2

INTRODUCTION

TOPROJECT

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Objectives of the report

1. To know about Preferred Customers attitude

towards HDFC bank services.

2. To know the satisfaction level of Preferred

Customers of HDFC Bank Ltd. regarding: -

Products, Services, Dealing, Rate charges,

Extra Benefits etc.

3. To trace out the problems faced by the

Preferred Customers of HDFC Bank Ltd.

4. To study brand image of the bank.

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Preferred Customers

Preferred Customers is that Customers of Bank

which is being preferentially treated by the bank.

Preferred Customers are most Profitable Customers for

the HDFC Bank for the reason that he has a large sum

of money in the Bank.

On fulfilling the Eligibility criteria, any customer

of the Bank became a Preferred Customer and also he

enjoys many services from the Bank at concessional

rates which are not enjoyed by the normal Customers of

the Bank.

HDFC Bank as a process gives Bending to theaccounts as per the profitability. The bends ranges from

1 to 5

Where: 1 is least profitable

5 is most profitable.

The Preferred Program

The Preferred program has designed to takecare of most profitability customers of the bank.

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With HDFC Bank Preferred Program, customers

comfort always comes first. Ideal for seasoned

professionals or businessmen, this program will provide

with a banker dedicated to take care of all banking and

investment needs of customers. It also means

customers get preferential rates on various banking

products and other exclusive benefits.

The objectives of the Preferred Program are:

Enhance the size of the relationship that the

preferred customers have with the bank.

Thus growth over the current relationship

value remains the foremost objective.

Deepen the relationship by cross selling as

many of the banks product and services tothe preferred customers. This will result in

higher loyalty and greater profitability of

these relationships.

Provide the best possible service to these

customers. Thus each preferred relationship

will have a Relationship Manager to take

care of all service needs.

Through a process of referrals from exitingpreferred customers and through targeted

programs on select customer database,

acquire new preferred customers into the

program.

Benefits available to Preferred Customers

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The following benefits will be available to all preferred

customers:

All Preferred customers will have a dedicated

Relationship Manager to look after their

relationship. The role of the RM will be to offer

all product and services of the bank to the

customers and make it easy for the customers

to avail of these services. The RM will also be

responsible to take care of all servicing needs to

the preferred customers.

Special price offs or discounts on product and

services. The list below provides the discounts

available

Seria

l No.

Items Remarks

1. Waiver of minimum AQB

maintenance charges

All accounts belonging to customers under the

Preferred program will get a zero balance waiver.2. Higher limits on the Debit Card The daily limits applicable to all debit cards

issued to Preferred customers will be cashwithdrawal at ATMs Rs. 25,000/-, at POS; Rs.

50,000/-.3. Special design Debit card All Preferred customers will get a specially

designed debit card. This card will be used as an

identifier for a whole host of marketing programs.4. Gold Debit card free for life The annual fee of Rs. 500/- will be waived for life

for all customers under the Preferred program.

This waiver will apply to all the account holders in

that group.5. PAP cheque book facility on the

SB account

Preferred customers will get free PAP cheque

books on the SB account. This facility will be

available on request.6. PAP facility on Current accounts Preferred customers can also request for a free

PAP cheque book on their Current account.

Intercity funds transfers will be charged at Rs.

1.50/- per 1,000.

7. 50% discount on lockers charges Preferred customers will get a reduced annualrental of 50 per cent on lockers.

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8. Better conversion rates on FX

txns

Conversion rates on FX transactions can be

improved upto 8 paise on the card rates for both

buy and sell FX txns.9. Gold Credit Card free for life*

(*life = as long as customer onportfolio)

Preferred customers will get a waiver on the

annual fee on Gold credit cards. Customers canalso avail of the My City Benefit card free of

charge.1

0.

HSL a/c Account opening charges reduced to Rs. 399 for

Preferred customers.

1

1.

Reduced annual charges on

Demat accounts

There is no charge.

1

2.

Cheque pick up Preferred customer can request for a free cheque

pick up for deposit into their account.

1

3.

Free combined statement Preferred customers will receive a combined

statement at a monthly frequency free of charge.

The statement will provide details of their CASA

and FD accounts.1

4.

Free standing instructions The set up fee of Rs. 150/- and transaction

charge of Rs. 25/- per txn is waived for Preferredcustomers.

1

5.

Special pricing on asset

products*

Preferred customers will get a reduced piecing on

Asset products.

*As per the Verification & Pricing Norms for Bank

Customers Asset Loans policy published by the

Retail Asset Group.

Service charge waivers of up to Rs. 2,000/-

annually

In addition to the above mentioned Price

offs/Discounts, Preferred customers will be entitled to a

waiver of up to Rs. 2,000/- annually on service charges

that the Bank recovers on a whole host of services.

Charges included in his list are:

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Serial

No.

Items Serial No. Items

1. DD/MC charges* 7. Hold mail charges

2. Inter-branch funds transfer charges 8. Duplicate statement

3. Stop payment charges 9. Certificate of balance

4. Cheque return charges 10. FIRC* charges

5. Cheque collection charges 11. Recovery of old records

6. DD cancellation charges

MC charges* = Managers Cheque Charges (its only for

the local transactions).

FIRC* = Foreign Inward Remittance Certificate (its a

duplicate certificate).

On-demand exclusive privileges

No charges on NEFT & RTGS transactions

through Netbanking.

Get Free Alerts on your mobile phone or in your

mailbox by registering for our InstaAlert facility.

It comes at no cost to you.

Register for free e-Age Banking - Avail of

MobileBanking, NetBanking , or PhoneBanking

facilities.

Waiver of AQB non-maintenance charges

Free Preferred International Gold Debit Card,

with higher spending limit of up to Rs. 50,000

and cash withdrawal of up to Rs. 75,000 in a

single day.

No charges will be levied for balance enquiry

and cash withdrawal if you transact on non

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HDFC Bank ATM (VISA/ MasterCard / Euronet/

SBI/ Andhra Bank) in India.

A life time free HDFC Bank Credit Card which

offers you exclusive and preferential benefits!*

Request for a free "At Par" cheque book payable

at any HDFC Bank branch across the country,

doing away with the need for asking for a

demand draft.

Avail of a locker at just 50% of the annual fee.

(Subject to availability)

Open multiple Demat accounts absolutely free

of charge. Also, avail of a discounted rate on

transactions on your Demat account.

Preferential Forex rates.

Avail of combined monthly statement of your

Savings, Current and Fixed Deposit accounts

where you are principal holder.

Free Standing Instructions facility.

Cheque pick up facility.

Avail of the BillPay facility and take care of all

your utility bills and LIC premiums through

PhoneBanking and NetBanking .

Eligibility for entry into the Preferred Programme

The terms and requirements for being eligible

for the HDFC Bank Preferred Programmer are

following:

You are eligible for the Preferred Program if you:

Hold at least one Savings or Current account,

sole or joint account, with HDFC Bank.

Maintain a minimum Average Monthly balance

of Rs. 15 Lakhs across all your accounts

(Savings, Current and Fixed Deposits*)

OR

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Maintain an Average Quarterly Balance of Rs. 2

Lakhs in your Savings account.

OR

Maintain an Average Quarterly Balance of Rs. 5

Lakhs in your Current account.

The requisite balance can be maintained over

your accounts and over those of your immediate

family members.

Note:

For the purpose of arriving at the relationship

size for a single customer or a group comprising

of multiple customers, only those accounts in

which the customer(s) is/are the first holder(s)

should be considered i.e. the customer ID

necessarily has to be the first holder Customer-

ID. Once a customer has been grouped under one

relationship, the same customer cannot from

part of another relationship. At the time of entry of a group into the preferred

program, all CASA accounts being aggregated

to arrive at the qualifying criteria should have

been with the bank for one full quarter. Even if one account has not been with the bank for one

full quarter and is being considered to reach the

qualifying criteria, then the case needs to be

approved as an exception by the RBM. In case multiple FDs need to be belonging to a

group are being aggregated to arrive at the

qualifying criteria, then all FDs need to be of

tenors of at least 6 months. In case even if a

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single FD of a tenor less than 6 months then an

exception approval need to be obtained from the

RBM.

The entry into the Preferred program will be as per the criteria defined above. All relationship will be

continuously monitored every quarter to ensure that at

least one of the eligibility criteria is always satisfied by

that relationship or group i.e. At least one of the

eligibility criteria with respect to SB, CA or Fixed

Deposits has to be met.

Going forward, the eligibility criteria will be based onprofitability i.e. Net revenue realization from the

relationship/group after netting off all servicing costs.

The data of implementation of Profitability criteria will be

communicated later.

Grouping

Rules for grouping

Serial

No.

Entity satisfying the entry

criteria

Who can be groped?

1. Individual Spouse, children, father

brother, sister

Proprietorship/Partnershi

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Ltd/Company/HUF in which the in

the Proprietor, Partner, Director or Ka2. Proprietorship firm Proprietorship in the individual cap

family members as per the groupingindividuals

3. Partnership firm All partners in their individual capacity

family members as per the grouping

individuals4. Pvt. Ltd Company All Directors in their individual capacity

family members as per the grouping

individuals5. HUF The Karta and Co-parceners in their

capacity6. Trust/Society None of the trustees and members of t

can be grouped

Other conditions

The Cust ID of the main member in the

group should be assigned as the Group ID. Even if there is a single Cust ID in a group, it

should be assigned as the Group ID for thesingle Cust ID.

A maximum of 10 Cust ID can form a part of

a group. A Cust ID cannot form part of 2 groups in its

capacity as the first account holder ID e.g. If

Cust ID C1 is part of group G1, then all

accounts where C1 is the first holder can

only be included in group G1. However, in

case C1 is a joint holder in some account,

then that can be grouped in a different

group. Cases not satisfying the above

grouping criteria need to be referred to

Product Management for exception

approval. Only one RM service all members of a

group.

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As stated in the section on eligibility criteria, the

relationship size can be met at a group level. In case

the branch would like to induct a particular

relationship/group that does meet the entry criteria into

the Preferred program then the RBM needs to approve

the case as an exception.

Important

1. The waiver of Rs. 2,000/ per annum on service

charges will be available at a group level.

2. All Cust IDs within a group will enjoy the price

discounts as available under the program.

Exception cases

Existing Customers not meeting the

eligibility criteria can be inducted into the

program only as exceptions with the

approval of the RBM. New Customers whose accounts are

opened in a Quarter can be inducted into the

program based on CASA balances, only as

exceptions approved by RBMs as AQB will

not be available.

Deemed Preferred Customers

Recognizing a need for a strong cross sell of

the Preferred program into select customer segments

and also that in certain cases key functionaries/officials

can influence banking decisions; this new category is

being introduced under the Preferred program. R.M.s

can induct the following persons into the preferred

program as deemed preferred customers:

1. Officials of the rank of General Manager

and Vice-Presidents in all Cat A and CSRM

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salary account companies. In case the

company discontinues its salary relationship

with the bank, the Preferred status on its

officials will be withdrawn.

2. Officials of the rank of General Manager

and Vice-Presidents in all companies having a

Corporate Banking relationship with the bank.

3. Key officials of Trusts/Societies/Ltd.

Companies restricted to a maximum of 3

such officials per relationship.

Note: Family members of deemed Preferred

customers cannot be included in the program.

Ongoing review of customers in the Preferred

program

The RM will counsel the customer at the end

of the first quarter. The objective of the counseling is to

know whether the customers met the criteria or not.

Ethnic codes

There will be separate ethnic codes track

Preferred customers and Deemed Customers.

Waivers and Flexi-Waivers

Waiver and Flexi-waiver will be at group level

Standard waiver will be RS 2000/ Higher waiver amount will be offered to large

value relationship, through exception sign-offs. These waivers will be based profitability of the

relationship and will be approved by the product

group in the format at

summer training hdfc bank

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