Professional Documents
Culture Documents
A project report on
“Customer preference & Attributes
towards saving-Account”
In
Prepared by:
Rajesh kr.Singh
New Delhi-24
Customer preference & attributes towards Saving Account of HDFC Bank
Acknowledgements
If words are considered to be signs of gratitude then let these words Convey
the very same. My sincere gratitude to Mr. Tushar Varshney, junior manager,
HDFC BANK, Noida-29 and giving necessary directions on doing this project
to the best of my abilities.
I am highly indebted to Mr. Manish Panchal., Branch
Manager, who provided me with the necessary information and also for
the support extended out to me in the completion of this report and his
valuable suggestion and comments on bringing out this report in the best way
possible.
BIBLOGRAPHY………………………………………………………………………….56
Customer preference & attributes towards Saving Account of HDFC Bank
CHAPTER-1
INTRODUCTION
General Introduction:-
The project was carried out for understanding the customer preference &
potential.HDFC Bank was established in the year 1994, they are old
player in banking sector, The bank has two principle client segments –
bank we are considering here is- Corporate banking. The product out of
which have chosen for research is Saving Accounts. This research helps
us in finding out the customers view regarding the product and Services
bank.
Customer preference & attributes towards Saving Account of HDFC Bank
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
Indian banking sector from 1935. After India's independence in 1947, the
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
First of all we must note the fact that these institutions have changed very
many functions unknown to those of former times. The first banks seem to
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
and equivalence and to exchange coins of one mintage for those of another,
and their BANK were in great demand at fairs and other places where
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
1609, by Hamburg in 1619, and by Nurnberg in 1621. Of these latter the Bank
From the earliest times also, bankers have been the chief agents through
which foreign exchanges have been conducted. As dealers in coin and bullion
in other countries or other cities with whom they had regular business
Customer preference & attributes towards Saving Account of HDFC Bank
and banks thus became in time the chief savings institutions of the country.
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,
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-
With the growth in the Indian economy expected to be strong for quite some
be strong. One may also expect M&As, takeovers, and asset sales.
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
banks (these do not have government stake; they may be publicly listed and
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
Introduction of many more products and facilities in the banking sector in its
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.
Transformation of the U.S. Banking Industry: What a Long, Strange Trip It’s
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
Customer preference & attributes towards Saving Account of HDFC Bank
banking markets.” The paper went on to explain that most of these major
would later confirm the paper’s assessments and its explanation of the course
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
to clarify both the scope of the decline and the increasing concentration of
At year-end 1984, there were 15,084 banking and thrift organizations (defined
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
Customer preference & attributes towards Saving Account of HDFC Bank
group (less than $100 million in assets in 2002 dollars). Yet the community
The burden of reporting and other regulatory requirements will fall heavily and
to
offer bank-like products in competition with banks, raising anew the question
of whether banks are still “special” and, more fundamentally ,whether banks
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
detail reasons for expecting recent trends to continue or to change, and draw
abound, and
Customer preference & attributes towards Saving Account of HDFC Bank
events that may now appear fairly improbable may in fact shape the future.
2. What are the prospects for different sectors of the banking industry in this
for large, complex banking organizations; regional and other midsize banks;
3. What policy issues are the industry and regulators likely to face in the years
CHAPTER-2
PROFILE OF THE
ORGANISATION
Reserve Bank of India (RBI). It was one of the first banks to receive an 'in
for setting up a bank in the private sector. The bank was incorporated with the
name 'HDFC Bank Limited', with its registered office in Mumbai. The following
HDFC Bank Limited. The Group's principal activities are to provide banking
and other financial BANK. The Group operates through four segments:
portfolio of the bank and gains or losses on investment operations. The Retail
Banking segment serves retail customers through a branch network and other
delivery channels. This segment raises deposits from customers and makes
to credit cards, debit cards, third party product distribution and primary
dealership business and other associated costs. The Bank was Incorporated on
30th August 1994. A new private sector Bank promoted by housing Development
Corporation Ltd. (HDFC), a premier housing finance company. The bank is the first of its kind
to receive
10th October 1994 from RBI. The Bank transacts both traditional commercial
banking as well as investment banking. HDFC, the promoter of the bank has
entered into an
agreement with National Westminister Bank Pc. and its subsidiaries (Nat
west Group) for subscribing 20% of the banks issued capital and providing
1994.
Customer preference & attributes towards Saving Account of HDFC Bank
public on 9.5.95 The Bank opened its first branch in Ramon House at
The Bank has created an efficient operating system using well tested state-of-
the-art software.
1995
HDFC Employees Welfare Trust and HDFC Bank Employees Welfare Trust
on 22nd December,
1996
The Certificates of Deposits were awarded a PP1+ rating which is the highest
rating for short term instruments indicating superior capacity for repayment.
2001
Customer preference & attributes towards Saving Account of HDFC Bank
- The Bank has opened its first branch in Aurangabad. HDFC Standard Life
Maestro debit card inassociation with Master Card. HDFC Bank will launch its
has entered into a strategic tie-up with HDFC Bank to provide Net banking
BANK to online investors. Standard Chartered Bank, HDFC Bank and Bharat
Petroleum Corporation have joined the eCash Forum which has been set up
by the Smart Card Forum of India. HDFC Bank has launched a new campaign
for its eage savings account. HDFC Bank entered into a strategic tie-up with
Tally Solutions Pvt. Ltd. to offer online real time accounting BANK to small
3,295 ATMs, in 528 cities in India, and all branches of the bank are linked on
an online real-time basis. ] As of September 30, 2008 the bank had
total assets of INR 1006.82 billion. For the fiscal year 2008-09, the bank has
reported net profit of Rs.2,244.9 crore, up 41% from the previous fiscal. Total
in 2008-09.
Customer preference & attributes towards Saving Account of HDFC Bank
HDFC Bank Ltd, was established in the year 1994, as a part of the
was one of the first banks to receive an 'in principle' approval from RBI, for
setting up a bank in the private sector. The bank was incorporated with the
name 'HDFC Bank Limited', with its registered office in Mumbai. The following
bank boasts of as many as 1412 branches and over 3275 ATMs across
India. Amalgamation
In 2002, HDFC Bank witnessed its merger with Times Bank Limited (a private
sector bank promoted by Bennett, Coleman & Co. / Times Group). With this,
HDFC and Times became the first two private banks in the New Generation
Private Sector Banks to have gone through a merger. In 2008, RBI approved
Customer preference & attributes towards Saving Account of HDFC Bank
the amalgamation of Centurion Bank of Punjab with HDFC Bank. With this,
the Deposits of the merged entity became Rs. 1,22,000 crore, while the
Advances were Rs. 89,000 crore and Balance Sheet size was Rs. 1,63,000
crore.
Head Office
HDFC Bank
Mumbai - 400020
Website: www.hdfc.com
Tech-Savvy
of the bank boast of online connectivity with the other, ensuring speedy funds
transfer for the clients. At the same time, the bank's branch network and
The bank makes use of its up-to-date technology, along with market position
Capital Structure
Customer preference & attributes towards Saving Account of HDFC Bank
(Rs5.5 billion), of this the paid-up amount is Rs 424.6 crore (Rs.4.2 billion). In
terms of equity share, the HDFC Group holds 19.4%. Foreign Institutional
Investors (FIIs) have around 28% of the equity and about 17.6% is held by the
ADS Depository (in respect of the bank's American Depository Shares (ADS)
Issue). The bank has about 570,000 shareholders. Its shares find a listing on
the Stock Exchange, Mumbai and National Stock Exchange, while its
American Depository Shares are listed on the New York Stock Exchange
Persons who they think would be able to do justice with the job handled.The
manager of the organization. They preside the organization and control all the
consists of the various employees Who execute the job undertaken by them.
consultants,. the telecallers, various staffs and junior staffs who are the main
structural framework of the organization. The organization thus runs with the
Customer preference & attributes towards Saving Account of HDFC Bank
and the executive department such that the supervisors of the organization
preside over the subordinate employees to give them directions about fulfilling
assisting the Funds management in taking the decisions that require technical
manufacturing plants.
H R Department:
HDFC Human Resources department plans and direct for the employee
Hiring
Promotions
Reassignments
Salary determination
Policy development
Workers’ compensation
Finance Department:
The Finance Manager is responsible for all aspects of the accounting and
the HDFC financial policies, directives and procedures and the initiation of the
The Marketing Consultancy Department plays and important role within the
base for management decisions. The division also assists projects sponsors
Research Department:
composing units i.e., the market research unit, economic studies unit, and
Customer preference & attributes towards Saving Account of HDFC Bank
statistical studies unit. It is the mission of the division to provide support BANK
for information and consultancy to the senior management and division in the
the departments and the employees in the hierarchical order so that they are
able to perform their functions and duties smoothly and effectively doing their
department. The executive department is a link from the top and the bottom
comprising of the lower level employees such that they work together to fulfill
the common objective of getting business from the persons who get in touch
with them and see to it that they are provided with the best of the BANK which
lower level employees and the corporate financial consultants work together
to see to it that the database for providing financial BANK to sufficient number
followed and worked upon such that more and more number of people get
themselves avail the financial BANK of the organization. Team leaders who
form the part of the administrative department of the Organization make sure
that the clients that turn up for the financial BANK are dealt with most
The organizational structure is well planned out and it follows a simple format
which is follows:
Organization Chart:-
Customer preference & attributes towards Saving Account of HDFC Bank
Each team lead has a team comprising only of both senior as well as junior
market research analyst who aid the team lead in the entire market research
HDFC Bank offers a bunch of products and services to meet the every need
of the people. The company cares for both, individuals as well as corporate
and small and medium enterprises. For individuals, the company has a range
accounts, investment, and pension scheme, different types of loans and cards
that assist the customers. The customers can choose the suitable one from a
range of products which will suit their life-stage and needs. For organizations
the company has a host of customized solutions that range from Funded
These affordable plans apart from providing long term value to the employees
help in enhancing
Goodwill of the company. The products of the company are categorized into
Personal Banking
Savings Accounts
Salary Accounts
Saving Accounts
Fixed Deposits
Demat Account
Customer preference & attributes towards Saving Account of HDFC Bank
Loans
Credit Cards
Debit Cards
Prepaid Cards
Forex Services
Payment Services
NetBanking
InstaAlerts
MobileBanking
InstaQuery
ATM
PhoneBanking
NRI Banking
In today’s world many companies have emerged who have taken a serious
the better growth and development of the company. Hence, our competitors
are those company’s who are in the market research and development field
as well as the consultancies, since they also make use of market research
Customer analysis involves gathering data about the customers and their
B. Risk
company.
Customer preference & attributes towards Saving Account of HDFC Bank
C.
of its products.
Advertising research strives to gain valuable information about the effects and
take up:
1. The timetable for the search is indicated and the search process
commences.
accounts. It also offers auto, personal, commercial vehicle, home, gold, and
finance, and warehouse receipt loans, as well as credit cards, debit cards,
addition, this segment sells third party financial products, such as mutual
products through its tie-ups with insurance companies and mutual fund
medium enterprise, supply chain, public sector undertaking, central and state
transaction banking products, supply chain financing, working capital and term
private banks, foreign banks, and regional rural banks; and wealth
market, interest rate trading, and equities. As of March 31, 2009, HDFC Bank
had a network of 1,412 branches and 3,295 automated teller machines in 528
cities in India. The company was founded in 1994 and is based in Mumbai,
India.
keep in touch with the rapid development. By analyzing the growing concerns
of the market, HDFC has clients varying from investment banking sector,
retail, web designing companies, etc. Due to this rapid development HDFC
Group has many teams working for the above mentioned sectors.
quality and service excellence would help us get there. Today, we are proud
CHAPTER-3
DISCUSSIONS ON
TRAINING
3.1 Student’s work profile
The work profile of the student or the roles and responsibilities that are being
The first day and during the first week of the internship programmed the new
financial health check, analyzing and giving them financial planning how their
net asset value will be increase and how they fulfill their short-term and long-
term financial goal so that it can be assessed that which ACCOUNT they
The student calls people according to the leads and database created
from my regular job profile and reporting the same to my team leader at
HDFC BANK.
I use all the financial knowledge that has been given by the
particular account.
Must educate the clients about risks and various possible scenarios so
The office of HDFC BANK is blessed by brilliant and skilled professionals and
team leader who have the responsibility of handling the Financial Corporate
Consultants. The team leader provides the particular day’s plan of action and
then guide show to go about for executing the plan of action successfully .Till
valuable suggestions and insights of the team leader. This prepares him for
the day’s Work and provides him the necessary directions to achieve not only
the target of the day but the target of the month. In the office the Financial
him and also getting the follow-up appointments from the telesales she goes
consultants provide the persons met the basics of why he should take a
CHAPTER-4
STUDY OF SELECTED
RESEARCH PROBLEM
4.1 Statement of research problem:-
PROBLEM DEFINATION:
Sales Executives were with good background human being and through
expectation level of company, HR is not able to sort out the problem why the
performance is not coming even after giving the full marketing support. The
the sales
executives.
RESEARCH OBJECTIVES:
To find out the customer preferences while opening Savings A/c.
Primary data source: All the people from different profession were personally
visited and interviewed. They were the main source of Primary data. The
structured questionnaire.
SAMPLING PLAN:
SAMPLE SIZE:
My sample size for this project was 100 respondents. Since it was not
possible to cover the whole universe in the available time period, it was
RESEARCH LIMITATIONS:
not given it was difficult to continue the project work. All the work was limited
in some limited areas of Delhi so the findings should not be generalized. The
area of research was Delhi and it was too vast an area to cover within 60
days.
All the findings and conclusions obtained are based on the survey done in the
working area within the time limit. I tried to select the sample representative of
the whole group during my job training. I have collected data from people
20%
10%
0%
05L- 20L 20L - 40L 40L - Above
Customer preference & attributes towards Saving Account of HDFC Bank
Analysis:
transactions.
Question 2
Chart 2:
Customer preference & attributes towards Saving Account of HDFC Bank
3%
97%
Yes No
Analysis: 97% respondents have the saving accounts and only 3% do not
Question 3
In Which Bank?
Chart 3
Customer preference & attributes towards Saving Account of HDFC Bank
Kotak Mahindra
Bank, 3%
HDFC, 33%
Co- Operative
Bank, 48%
ICICI, 5%
Nationalized, 31%
Question 4
No. of respondents %
Accessibility 10 10
Minimum balance 20 20
DD/pay order 13 13
Free cheque 10 10
Debit card 8 8
Cash deposit 7 7
Cheque pick up 2 2
Net banking 16 16
Mobile banking 7 7
At per cheque 3 3
NEFT 2 2
RTGS 2 2
Total 100 100
Customer preference & attributes towards Saving Account of HDFC Bank
Chart 4
Customer preference & attributes towards Saving Account of HDFC Bank
Accessibility
20
18 Minimum
balance
16 DD/pay order
14 Free cheque
12
Debit card
10
Cash deposit
8
6 Cheque pick up
4 Net banking
2
Mobile banking
0
At per cheque
Analysis: NEFT
Respondents gave their answer
Cheque pick up, 16% Net banking, 7% Mobile banking, 3% At per cheque,
2% NEFT, 2% RTGS.
Question 5
Pay order 12 12
DD 22 22
Cheque 76 76
Total 100 100
Chart 5
DD, 32%
Cheque, 76%
Analysis:
12% Response in pay order, 32% like DD, and 76 % costumer want from
cheque mode.
Question 6
Intercity 33 33
Outside city 15 15
Both 52 52
Chart 6
Both, 52%
City
Outsid , 15%
e
Analysis:
33% account holder transaction intercity, 52 % Both, and 15% outside city.
Question 7
Yes 90 90
No 10 10
Total 100 100
Chart 7
10%
90%
Yes No
Analysis:
90% say yes bank will assist you in case of any problem, only 10% say no.
The final draft of the questionnaire was prepared on the basis of the
observations from the pilot study. These were then finally filled by 100
Finally the data collected was fed into the data analysis to be analyzed
Socioeconomic Characteristics:
represent the type of people. The factors on which we are working are
difficult to verify. Although the amount of money that business unit earns in
Attitudes/Opinions:
the marketing literature, since it is generally thought that the attitudes are
Motivation:
Through the questionnaire we have tried to find the hidden need or want of
businessmen and have tried to find if these people can be tapped as the
Behavior:
Behavior concerns what subjects have done or are doing. Through the
regarding the product and their responses. If the responses are favorable then
the person can be said to be our potential customer. The primary data serves
Customer preference & attributes towards Saving Account of HDFC Bank
Versatility:
primary data of interest to marketers. It has also been found that some of the
people do not answer truthfully to all the questions especially in the case of
CHAPTER 5
Customer preference & attributes towards Saving Account of HDFC Bank
SUMMARY AND
CONCLUSIONS
5.1Summary of Learning Experience
Almost all the Banks offer similar features and facilities with their Savings
customers seek, from the Bank they have a Saving Account with.
from our analysis that network reach in terms of Branches and ATMs is
Saving Account with them, then there is a good chance for the bank of
getting many future businesses and cross sales from the deal.
area, since the market has a lot of potential both in terms of untapped
market .
Customer preference & attributes towards Saving Account of HDFC Bank
the customer.
3. The bank needs to make people aware about there products and the
basic benefits they can derive out of it. And also the differential
people did not even know about the concept, benefits and features of
4. The bank should also target small business unit for whom
penetrated.
5. Though the bank offers free doorstep banking once a day this fact is
also not known to many customers or they still do not trust this service
what ever the reason the bank can popularize this service to gain an
customers before attracting more in the future and use word of mouth
account.
LIMITATIONS
4. It was difficult to break the ice with the common people initially. It was a
occupation etc.
difficult.
QUESTIONNAIRE-
Customer preference & attributes towards Saving Account of HDFC Bank
Name of Respondent
_________________________________
Contact No.
_______________________
1. Monthly Transaction?
________________________________________________
o ICICI
o HDFC
o Nationalized
o Co-Operative Banks___________________
Customer preference & attributes towards Saving Account of HDFC Bank
Cheque Pick up
o Accessibility o Net Banking
o Mobile Banking
o Minimum Balance o At Par Cheques
o NEFT
o RTGS
o DD/ Pay Order
o Free Cheque
o Debit Card
o Cash Deposit
8.. What are the additional Benefits do you expect from a Saving Account?
____________________________________________________________
____________________________________________________________
_____________________.
Date___________________
Place__________________
Signature
Customer preference & attributes towards Saving Account of HDFC Bank
BIBLIOGRAPHY
1.BOOKS & AUTHORS
· Marketing Management
2. NEWS PAPERS
· Times of India
· Financial Express
3. WEBSITES
· www.hdfcbank.com
www.google.com