PART-1

INTRODUCTION

HDFC Bank was incorporated in Aug. 1994 and promoted by Housing Development

Finance Corporation Limited (HDFC) India's premier housing finance company which

also enjoys an impeccable track record in India as well as in international markets. HDFC

was amongst the first to receive an 'in principle' approval from the Reserve Bank of India

(RBI) to set up a bank in the private sector, as part of the RBI's liberalization of the Indian

Banking Industry. HDFC Bank concentrates in four areas - corporate banking, treasury

management, custodial services and retail banking. It has entered the banking consortia of

over 50 corporate for providing working capital finance, trade services, corporate finance

and merchant banking. It is also providing sophisticated product structures, sound advice

and fine pricing mainly in areas of foreign exchange and derivatives, money markets and

debt trading and equity research through its state-of-the-art dealing room. With its

sophisticated and customer friendly facilities & services including multi-branch access,

ATMs & cluster deposits and is well positioned to establish a significant niche for itself in

retail banking. In Feb. 2000, Times Bank has been amalgamated with the bank. This is an

important milestone in the history of bank as well as Indian banking sector, being the first

merger of two private sector banks. This adds significant value to bank in terms of

increased branch network, expanded geographic reach, enhanced customer base, skilled

manpower, etc. Recently HDFC BANK & Life Insurance Corporation (LIC) forms

alliance for online facility for payment of insurance premium. With this facility, LIC

policy holders can now pay their insurance premiums through HDFC Bank's on-line

payment facility. HDFC BANK has become the first private sector bank to be authorized

by the Central Board of Direct Taxes (CBDT) as well as the RBI to accept direct taxes,

commencing April 01 2001. The taxes will be accepted at specified branches of the bank. Also it

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has announced a strategic tie-up with a Bangalore-based business solutions software developer

Tally Solutions Pvt. Ltd. (TSPL) for developing and offering products and services facilitating on-

line accounting and banking services to SMEs (Small and Medium Enterprises).In 2001-02 the

bank was listed on the New York Stock Exchange in the form of ADS. Each ADS represents 3

equity shares. Consequent to the issue, the paid up capital of the Bank has increased by Rs.37.42

crores. The Bank was selected for The Economic Times Award -Corporate Excellence for

Emerging Company. The Bank has continued to receive awards and gain recognition from various

leading domestic and international publications during 2002-03.The bank was selected as "Best

Bank in India 2002" by Euro money, "Best Local Bank in India 2002" by Finance Asia, both

awards being received for the fourth year in succession. The bank was also rated as the "Best

Domestic Commercial Bank 2002" by Asia money .The bank was selected from amongst over

400 nominations from 24 countries, to be a recipient of the Computerworld Honors 2002 award in

the Finance, Insurance and Real Estate category for its use of Information Technology. During

2002-03, the bank has allotted 670000 of Equity Shares to its employees under ESOP. Consequent

to this allotment, bank's Paid up Equity has been increased from Rs.281.37 crores to Rs.282.05

crores.

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 COMPANY PROFILE

The Housing Development Finance Corporation Limited (HDFC) was amongst the first to

receive an in principle approval from the Reserve Bank of India (RBI) to set up a bank in the

private sector, as part of the RBI's liberalization of the Indian Banking Industry. The bank

was incorporated in August 1994 in the name of HDFC Bank Limited, with its registered

office in Mumbai, India. The bank commenced operations as a Scheduled Commercial Bank

in January 1995.

Promoter

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 clear market leader in mortgages and banking services in India. Its outstanding loan

portfolio covers over a million dwelling units. HDFC has developed significant expertise

in retail mortgage loans to different market segments and also has a large corporate

client base for its housing related credit facilities. With its experience in the financial

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

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

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Business Focus

HDFC Bank's mission is to be a World Class Indian Bank. The Bank's aim is to build a sound

customer franchise across distinct businesses so as to be the preferred provider of banking

services in the niche segments that the bank operates in and to achieve healthy growth in

profitability, consistent with the bank's risk appetite. The bank aims to ensure the highest

level of ethical standards, professional integrity and regulatory compliance. HDFC Bank's

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

Product Leadership and People. The Bank signed a strategic business collaboration

agreement with Chase Manhattan Bank in February 1999.

Capital Structure

The authorized capital of HDFC Bank is Rs.450 crores. The paid-up capital is Rs.311.9

crores. The HDFC Group holds 22.1% of the bank's equity while about 19.4% of the equity is

held by the depository in respect of the bank's issue of American Depository Shares

(ADS/ADR Issue). The Indian Private Equity Fund, Mauritius (IPEF) and Indocean Financial

Holdings Ltd., Mauritius (IFHL) (both funds advised by J P Morgan Partners, formerly Chase

Capital Partners) together hold about 11.6% of the bank's equity. Roughly 31.3% of the

equity is held by FIIs, NRIs/OCBs while the balance is widely held by about 190,000

shareholders. The shares are listed on the Stock Exchange, Mumbai and the National Stock

Exchange. The bank's American Depository Shares are listed on the New York Stock

Exchange under the symbol "HDB".

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Times Bank Amalgamation

In a milestone transaction in the Indian banking industry, Times Bank Limited (another new

private sector bank promoted by Bennett, Coleman & Co. /Times Group) was merged with

HDFC Bank Ltd., effective February 26, 2000. As per the scheme of amalgamation approved

by the shareholders of both banks and the Reserve Bank of India, shareholders of Times Bank

received 1 share of HDFC Bank for every 5.75 shares of Times Bank. The amalgamation

added significant value to HDFC Bank in terms of increased branch network, expanded

geographic reach, enhanced customer base, skilled manpower and the opportunity to cross-

sell and leverage alternative delivery channels.

Distribution Network

HDFC Bank is headquartered in Mumbai. The Bank at present has an enviable network of

over 1229 branches spread over 444 cities all across the country. All branches are linked on

an online real-time basis. Customers in 120 locations are also serviced through Telephone

Banking. The Bank's expansion plans take into account the need to have a presence in all

major industrial and commercial centers where its corporate customers are located as well as

the need to build a strong retail customer base. Being a clearing/settlement bank to various

leading stock exchanges, the Bank has branches in the centres where the NSE/BSE have a

strong and active member base.

The Bank also has a network of almost over 2526 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. It is the only bank in India which provides access to all the 3 major International

Card Networks on its ATM network.

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Management

Mr. C.M.Vasudev took over as the bank's Chairman in July 2010. Prior to this,

Mr.C.M.Vasudev worked as an Executive Dirator of world bank.

The Managing Director, Mr. Aditya Puri, has been a professional banker for over 26 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 and commercial banking. Senior executives

representing HDFC and J P Morgan Partners (formerly Chase Capital Partners) are also on

the Board.

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

businesses and functions and report to the Managing Director. Given the professional

expertise of the management team and the overall focus on recruiting and retaining the best

talent in the industry, the bank believes that its people are a significant competitive strength.

Technology

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

and communication systems. All the bank's branches have 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

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business by Finware, both from I-flex Solutions Ltd. (formerly Citicorp Information

Technology India 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 commercial and investment

banking on the wholesale side and transactional / branch banking on the retail side.

The bank has three key business areas:-

a) Wholesale Banking Services

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

corporate sector and to a small extent, emerging mid-sized corporate. For these corporate, the

Bank provides a wide range of banking services, including working capital finance, trade

services, transactional services, cash management, etc. Based on its superior product

delivery / service levels and strong customer orientation, the Bank has made significant

inroads into the banking consortia of a number of leading Indian corporate including

multinationals, companies from the domestic business houses and prime Public Sector

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

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

b) Retail Banking Services

The objective of the Retail Bank is to provide a full range of financial products and banking

services, giving the customer a one-stop window for all his banking requirements. The

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products are backed by world class service and delivered to the customers through various

delivery channels including the branch network, as well as 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 Loans

against shares, Auto Loans, Personal Loans and Loans for Consumer Durables and Two-

wheelers. It is also a leading provider of Depository Participant (DP) services for retail

customers.

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 debit

card allows the user to directly debit his account at the point of purchase at a merchant

establishment, in India and overseas. The Bank launched its credit card in association with

VISA in November 2001. 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.

c) Treasury Operations

Within this business, the bank has three main product areas - Foreign Exchange and

Derivatives, Local Currency Money Market & Debt Securities, and Equities. With the

liberalization of the financial markets in India, corporate need more sophisticated risk

management information, advice and product structures. These and fine pricing on various

treasury products are provided through the bank's Treasury team.

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Rating

HDFC Bank's programme for Certificates of Deposits has been rated by the Indian rating

agency Credit Analysis & Research Ltd. (CARE). The CDs are rated PR 1+ is the highest

rating for short term instruments indicating superior capacity for repayment.

The bank was one of the first four companies, which subjected itself to a Corporate

Governance and Value Creation (GVC) rating by the rating agency, The Credit Rating

Information Services of India Limited (CRISIL).

AWARDS AND ACCOLADES

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.

Some of awards achieve by the Bank in 2010

Awards Given By

Fab 50 companies in Asia Pacific Forbes Asia

Best Retail Bank 2010 Asian Banker Excellence in Retail

Financial Services

Best local Cash Management Bank Award Asia money

voted by Corporates

Security Strategist Award 2010 Microsoft & Indian Express Group

One of India's "Most Innovative Business Today-Monitor Group survey

Companies"

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'Employer Brand of the Year 2009 -2010' Global HR Excellence Awards - Asia

Award - First Runner up, & many more Pacific HRM Congress:

'Best Bank' Award Business Today

SOME OF AWARDS ACHIEVE BY THE BANK IN 2011

Awards Given By

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

category.

Our Managing Director Aditya Puri wins the Asian Banker

Leadership Achievement Award for India

Best Retail Bank in India The Asian Banker Excellence in Retail

Financial Services Awards

'Best Corporate Social Responsibility Practice' The Bombay Stock Exchange and

Award Nasscom Foundation's Business for

Social Responsibility Awards 2011

There have been some other proud moments as well:

In the year 2000, leading financial magazine Forbes Global named us in its list of "The 300

Best Small Companies" in the world and as one of the "20 for 2001" best small companies in

the world.Hong Kong-based Finance Asia magazine rated us "Best Domestic Commercial

Bank in India" in 1999, 2000 and 2001 respectively and "Best Local Bank in India " in 2002.

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Asia money magazine has named us "Best Commercial Bank in India 2002".

The Economic Times has conferred on us The Economic Times Awards for Corporate

Excellence as the Emerging Company of the Year 2000-01.

Leading Indian business magazine Business India named us "India's Best Bank in 2000.

Another leading Indian business magazine Business Today in a survey rated us "Best Private

Sector Bank in India in 1999.

For our use of information technology we have been recognized as a "Computerworld Honors

Laureate and awarded the 21st Century Achievement Award in 2002 for Finance, Insurance

& Real Estate category by Computerworld, Inc., USA. Our technology initiative has been

included as a case study in their online global archives.

NASSCOM and economictimes.com have named us the Best IT User in Banking at the IT

Users Awards 2003.

We are aware that all these awards are mere milestones in the continuing, never-ending

journey of providing excellent service to our customers. We are confident, however, that with

your feedback and support, we will be able to maintain and improve our services.

Product at a glance

Savings, Fixed Deposits, Current and Demat Accounts Savings Account: Apart from the usual

facilities, you get a free ATM Card, Interbranch banking, Net Banking, Bill Pay, Phone

Banking, Debit Card and Mobile Banking, among others.

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HDFC Bank Preferred: A preferential Savings Account where you are assigned a dedicated

Relationship Manager, who is your one-point contact. You also get privileges like fee

waivers, enhanced ATM withdrawal limit, priority locker allotment, free Demat Account and

lower interest rates on loans, to name a few.

Sweep-In Account: A fixed deposit linked to your Savings Account. So, even if your Savings

Account runs a bit short, you can issue a cheque (or use your ATM Card). The money is

automatically swept in from your fixed deposit into your Savings Account.

Super Saver Account: Gives you an overdraft facility up to 75% of your Fixed Deposit. In

an emergency, you can access your funds while your Fixed Deposit continues to earn high

interest.

HDFC Bank Plus: Apart from Regular and Premium Current accounts we also have HDFC

Bank Plus, a Current Account and then some more. You can transfer up to Rs. 50 lakh per

month at no extra charge, between the four metros. You can also avail of cheque clearing

between the four metros, get cash delivery/pickup up to Rs. 25,000/-, home delivery of

Demand Drafts, at-par cheques, outstation cheque clearance facility, etc.

Demat Account: Conduct hassle-free transactions on your shares. You can also access your

Demat Account on the Internet.

Innovative services for your convenience...

Phone Banking: 24-hour automated banking services with 39 Phone Banking numbers

available.

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ATM 24-hour banking: Apart from routine transactions, you can also pay your utility bills

and transfer funds, at any of our ATMs across the country all year round.

Intercity/Interbranch Banking: Access your account from any of our branches in cities.

Net Banking: Access your bank account from anywhere in the world, at anytime, at your

own convenience. You can also view your Demat Account through Net Banking.

International Debit Card: An ATM card you can shop with all over the country and in over

140 countries with. You can spend in any currency, and pay in Rupees.

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.

Bill Pay: Pay your telephone, electricity and mobile phone bills through our ATMs, Internet,

phone or mobile phone. No more standing in long queues or writing cheques.

Loans for every need

Now, our loans** come to you in easy-to-pay monthly installments, and are available

with easy documentation and quick delivery.

Personal Loans: Take a loan of up to Rs. 3 lakh for a wedding, education, purchase of a

computer or an exciting holiday.

New Car Loans and Used Car Loans: Finance up to 90% of the cost of a car, new or used!

And the loans come to you with easy documentation and speedy processing at attractive

interest rates.

Loans Against Shares: Get an overdraft up to Rs. 10 lakh at an attractive interest rate against

physical shares, up to 50% of the market value of your shares. In case of Demat Shares, you

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can get a Loans Against Shares of up to 65% of the market value of your shares, till Rs. 20

lakh.

Two Wheeler & Consumer Loans: To help you buy the best durables for your home

PROFITABILITY

Year End - dec 2011

Net Profit/Total Funds

: 1.43 %

BALANCE SHEET & CASH FLOW

Year End - dec 2011(Rs Crore)

Equity Capital

282.05

Reserves & Surplus : 1962.78

Deposits

22376.07

Borrowings : 2284.65

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Other Liabilities and Provisions : 3576.9

FINANCIAL STRENGTH

Year End - dec 2011

Credit/Deposit

46.39 %

Investment/Deposit

: 63.43 %

Cash/Deposit

8.23 %

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16
 Share Information

21/012/2011

Recent Price (Rs) : 510.70

Volume : 50277

Year To Date High (Rs) : 519.30

: 303

Year To Date Low (Rs) : 505.30

Face Value (Rs) : 2

Market Capitalization (Rs Crore) : 7876.49

Market Lot : 1

VALUATION RATIOS

Year End - dec 2011

Price/Earnings : 24.8

Price/Book : 4.72

Price/Sales : 3.87

Dividend Yield (%) : 0.51

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 PER-SHARE DATA

Year End - dec 2011

Book Value (Rs) : 108.23

: 79.59

Cash (Rs) :

Dividend (Rs) : 7

Total Income (Rs) : 79.72

Earnings (Rs) : 15.36

INCOME STATEMENT

Year End - dec 2011 (Rs Crore)

Total Income : 8622.6

Other Income

473.1

Operating Profit : 5044.68

Interest : 4536

Depreciation

106.14

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Net Profit : 1429.66

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 BOARD OF DIRECTOR

CHAIRMAN : Mr. C M Vasudev

VICE CHAIRMAN : K.M.MISTRY

MANAGING DIRECTOR : ADITYA PURI

ADDITIONAL DIRECTOR : VINEET JAIN

ADDITIONAL DIRECTOR : RENU S KARAD

ADDITIONAL DIRECTOR : ARVIND PANDE

Additional Director : PARTHO S.DATTA

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 PRODUCT RANGE

SAVING ACCOUNT

CURRENT ACCOUNT

FIXED DEPOSIT

DEMAT ACCOUNT

SAFE DEPOSIT ACCOUNT

INTERNATIONAL DEBIT CARD

MUTUAL FUNDS

LONS

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SAVING ACCOUNT

The e-Age Saving Account from HDFC Bank brings customer a comprehensive range of

products and services. Each one is designed to minimize their effort, making it much simpler

for you to do their banking. HDFC BANK now have 1229 branches in 444 cities and over

2526 ATMs across the country. Add to this an international network of over 10 lakh ATMs

which customer can access with their international Debit Card. Thats world class banking for

customer.

Free 24 hour ATM: - Customer can withdraw up to Rs. 25,000 per day from any of HDFC

BANK extensive network of over 2526 ATMs across 444 cities all over the country.

Customer can also deposit cash/cheques, get an account balance, request for a cheque book

and transfer funds, all at the push of a few buttons. This amazing facility is available 24 hours

a day 365 days a year.

Free Net Banking: - HDFC BANK convenient Net banking facility will open up a whole

amount of services for customer at just the click of a mouse. Customer can:

Check their upto the minute account balance etc.

Open a Fixed Deposit.

Get a Demand Draft

Make a TDS inquiry

Request a stop payment on a cheque

Request for a new cheque boom

Transfer funds within their own accounts

Carry out third party transfer of funds

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International Debit Card: The HDFC Bank international Debit Card lets customer shop and

also withdraws money from HDFC BANK ATM network. With HDFC BANKS

international Debit Card, customer can shop at 18,000 establishments in India and over 10

Lakh establishments in 140 countries. Customer can also withdraw cash from over 1600

VISA/Plus ATMs in India and 6.5 Lakh ATMs in 140 countries. The amount customer spend

on their card will be automatically debited from their Savings Account. So when customer go

shopping customer dont have to carry cash!

Interbranch/intercity Banking: - Customer can access their account from any of the 1229

branches in 444 cities and over 2526 ATMs across the country. So customer can withdraw

cash from another branch, through a self-cheque or an ATM. Customer could also transfer

funds between two accounts, or deposit a local cheque in one branch and get is credited to

their account in another city.

Bill pay: - Now for the first time ever, customer get an absolutely unique facility for paying

their telephone, electricity, cellular phone bills and insurance premium at the push of a few

buttons. Pay utility bills using the ATM, the Internet, Telephone or mobile phone.

NOTE: - On receiving Costumer instruction to pay their bill, the bill amount will be

deducted from customer account.

Free Phone Banking: - HDFC Banks 24 hour Phone Banking service lets customer conduct

a wide range of banking transactions from the comfort or their home of office.

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Customer can:-

Get their account details

Ask for a cheque book or a statement

Open a Fixed Deposit

Transfer money within their own accounts

Order a Demand Draft

Stop cheque payment, etc.

Customer can choose the Savings Account that works best for their specific business needs.

They are as fallows :-

1- Regular savings Account

2- Salary Account

3- Savings plus Account

4- Savings Max Account

5- Senior Citizens Account

6- No Frills Account

7- Institutional Savings Account

8- Kids Advantage Account

9- Pension savings Account

10- Family Savings Account

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 11- Kisan No Frills Savings Account

12- Kisan Club Savings Account

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

accumulating funds over a period of time. Whatever your occupation. Every type of account

has its own features and advantage. People can select any out of them on the basis of their

convenience.

SERVICE & FEES

(SERVICES & FEES EFFECTIVE DECAMBER 2011 FOR SAVINGS

ACCOUNT)

As customer glance through HDFC Banks menu of banking services,

customer will notice two things. One that the range of HDFC BANK services is

comprehensive. And two, two that a host of HDFC BANK services are

complimentary for savings account customers.

(Rates applicable to individual savings account customers; not applicable to

current account customers)

Enjoy the following services free of cost:

One ATM card per account

Replacement in case of damaged ATM card

Inter branch banking through tellers upto Rs. 50,000 a day

Quarterly statement for savings account

Sweep- in facility on savings account

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 ACCOUNT BALANCE REQUIREMENTS

SAVINGS ACCOUNT

Min. average quarterly balance Rs. 5,000 (urban ) Rs. 2500

(semi urban )
Service charges in case of non

maintenance
If average quarterly balance is Rs.750 per quarter

less than Rs. 5,000 (urban)

If average quarterly balance is Rs.750 per quarter

below Rs. 2,500 (semi urban )

Option 2:
Minimum balance requirement with Fixed Nil

deposit maintenance
In case of non maintenance of Rs.50,000 in Service charges as applicable in Option 1

their Fixed Deposit

Note: savings account can only be opened with an initial deposit of Rs. 5,000

SWEEP-IN ACCOUNT

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Minimum average quarterly balance Nil

required (the savings Account needs to be

opened with an initial amount of Rs. 5,000)

Sweep-in facility is available at any value

of Fixed Deposit
In case of non- maintenance of Rs. Service charges as applicable in option 1

50,000 in their fixed deposit for savings account

Note: Sweep in will not be allowed on a Single Fixed Deposit having value greater than

Rs.15 lakh

SUPER SAVER ACCOUNT

Minimum FD amount Rs. 25,000

With minimum tenor 6 months

This is an addition to a Zero balance saving account

NRI ACCOUNTS

Fixed Deposits (Min. balance for fixed deposits)

FCNR deposits U$$ 1,000, Euro 2500

NER//NRO/ fixed deposits Rs.25000

ACCOUNT SAVING

Min. AQB required for

NRE/NRO/NRSR saving account Rs.10, 000 (urban)

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 Rs. 5000 (semi urban)

In case of non maintenance Rs. 750 per quarter

ADD ON NRI DEPOSITS

FCNR Deposits U$$ 1,000 or Euro 2500

NRE// NRO/ fixed deposit Rs. 10,000

ACCOUNT SERVICES

ATM CARDS (Available in select cities only)

Free cards per account 1

Replacement of damaged card Free

Replacement of lost card Rs 100

Anyone or survivor accounts are eligible for two cards.

DEBIT CARDS

Annual fee per card Rs.100/-p.a

Annual fee waived for the first year for upto one additional card.

All subsequent cards will be charged.

Issuance charges per card Rs 100/-

This is a one time charge and only for NRE customers.

Replacement of damaged card Free

Replacement of lost card Rs. 100

Lost card liability Rs. 500

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Chargeslip Retrieval request Rs. 100

Plus/Cirrus ATM usage Balance Cash

Inquiry withdrawal

HDFC Banks ATM Free Free

SBI/Domestic Bank Free Rs. 17.80/-

International Rs. 15/- Rs.110/-

Any one or survivor accounts are eligible for one card per account holder.

STATEMENT OF ACCOUNT

Savings account
Quarterly Free
Monthly (to be collected from branch) Free
Fax of last 9 transactions through phone Banking Free

Duplicate/Adhoc statement
At Branch Rs100 per statement
Request through phone banking(non-IVR& ATM) Rs. 50 per statement
Request through phone banking, mobile banking. Rs. 30 per statement
Net banking (IVR)
Hold Statement Facility Rs. 400 per year

UNARRANGED OVERDRAFT (subject of approval)

Saving account Rs.100 per occasions +18% interest p.a.
STANDING INSTRUCTIONS

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 Setting up Rs. 150
Per transaction Rs. 25+remittance Charge

ACCOUNT CLOSURE
Upto 14 days No Charges
Before 6months Rs.100
After 6months No Charge
Lockers

Lockers are available at select branches, in various sizes, for customers only. Please enquire

at

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 FUNDS TRANSFER

INTERBRANCH BANKING

This facility refers to operating their savings account from another branch, either in the

same city or another city.

This facility is available for individual savings account holders only. However, Interbranch

facility is not available for enchasing fixed deposits. All fixed deposit encasements shall be

carried out only at the branch where the deposit is held.

With Interbranch banking facility customer can:

Withdraw cash from their account in another branch by giving a self cheque to the

teller.

Transfer funds between two accounts in different branches.

Deposit a local cheque in one city for credit to their account in another city

Interbranch Banking Through Atms

free access across all branches interbranch through teller counters

Non- Cash Transactions

Any amount Free

Cash Transactions

Up to Rs. 50,000 per day Free

Above Rs. 50,000 per day Rs. 2.90 per 1000

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MANAGERS CHEQUE

Up to Rs. 50,000 Flat Rs.75

(Rs.50 through Phone Banking)

Above Rs. 50,000 Re. 1per Rs. 1,000 or part thereof

(min. Rs.75 Max5, 000)

Third party bearer cheques can only be encased at the branch where the account is held.

DRAFT CHARGES :- Drawn on branch locations

up to Rs.10,000 Rs.50/-

Rs.40/- (Sr.citizens/Rural Areas)

Above Rs.10,000 & up to Rs.50,000 Rs. 75 (Rs. 50through Phone Banking)

Rs.60 (Sr. Citizens/rural areas).

Above Rs.50,000 & up to Rs 1 Lakh Rs. 2.50 per 1,000 or part thereof

(min. Rs.150)
Above Rs 1 Lakh Rs. 2/- per 1,000 or part thereof

(min. Rs.250 & max. Rs.5000)

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DRAWN ON NON BRANCH LOCATION :

Rs.50+ Charges as below

Upto Rs.500 Rs..10

Above Rs. 500 to Rs.1, 000 Rs.15

Above Rs.1,000 to Rs. 5,000 Rs.25

Above Rs.5, 000 to Rs.10, 000 Rs.30

Above Rs. 10,000 to Rs.1 Lakh Rs.3 per Rs. 1,000 Or part thereof

Above Rs. 1lakh Rs.6 per Rs. 1,000 Or part thereof (Max. .

Rs. 5000).

A service charge of Rs. 100 will be applicable for non customers

DRAFT CANCELLATION CHARGES RS 50

Rs. 40 (Sr.citizens/Rural Areas)

FOREIGN CURRENCY DDs/IMOs

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Customers Rs.100

Non customers Rs.200

FOREIGN INWARD REMITTANCE CERT Rs.50

TELEGRAPHIC TRANSFER

Branch locations Rs.0.40 per Rs.1, 000

Min. Rs.100

Non branch location Rs.25+

Correspondent bank charges

Out of India Rs.200

TRAVELERS CHEQUES

Sale of Thomas Cook 1%commission

Travelers cheques

34
CHEQUE RELATED TRANSACTIONS

COLLECTION CHARGES

Cheque drawn on Metros/ non metro cities (branch locations):

Cheque Value Rs. 0/- to Rs. 500/- No Charge

Cheque Value Rs. 500/- &above Rs. 1per 1000/- (min. 50/- )
Credit on receipt of clear funds

Cheques drawn on non branch locations where HDFC BANK have tied up with

correspondent bank:

Credit on receipt of funds 0.40% (min Rs.50)

Cheques drawn on non branch location where HDFC BANK do not have tie up with

Correspondent bank:

Credit on receipt of funds 0.65%+ Rs. 25 (min Rs.50)

Cheque deposited into your account in a city other than the city, in which your account is

located No Charges

OLD RECORDS/COPY OF PAID CHEQUES

Upto 1year Rs.50 per record

Above 1year Rs.100 per record

35
STOP PAYMENT INSTRUCTIONS

Particular cheque Rs.50

(free through Phone Banking)

Range of cheques Rs.100

(free through Phone Banking)

CHEQUE RETURNS CHARGES (Local cheque drawn on us)

Due to insufficient funds Rs.350

Technical reasons no. Charge

Cheque deposited on other locations drawn on us Rs. 75 /-

FOREIGN CURRENCY CHEQUE COLLECTIONS

Processing fee 0.25%min Rs.250/- Per transaction

Courier Charges Rs.50 /-per transaction

FIRC issuance charge Rs.50/- per FIRC

Cheque return charges (HDFC BANKs) Rs.100/-per cheque +

Correspondent Bank Charges USD10/per item (USD cheques)

EIRO 25.03 per item

Euro 25.03 Plus drawee bank

Charge (non EURO) cheques)

36
CHEQUES DEPOSITED RETURNED UNPAID

Local Rs.50

Outstation Rs.100

Revised charges w.e.f July 3, 2003 for Savings Account customers not maintaining

Average Quarterly Balance.

Transaction customers not maintaining stipulated

AQB

Re-order of Cheque Book Rs. 5 per cheque leaf 3 Free in the quarter

Cash transactions at the Rs.60/- per transaction for additional

Branch (includes deposits & withdrawals) transaction, 3 Free in the quarter

Phone banking Rs.50/- per agent call

Cheque returns-inward Rs.400/-

Cheque returns out ward Rs.100/-

37
NOTE ON REVISED CHARGES:

1. stipulated AQB

Rs.5,000 for Urban Branches

Rs. 2,500 for Semi-urban branches

Rs. 10,000 for Savings plus (Urban/ Semi-urban branches)

Rs. 25,000 for Savings max (Urban/ Semi-urban branches)

Rs. 10,000 for Senior citizens account (Urban/ Semi-urban branches)

Savings or Sweep-in accounts with FD of Rs.50,000 or more at the quarter.

2. These charges will apply in the current quarter based on the AQB maintained in the

account in the previous quarter.

3. Transaction charges based on non-maintenance of AQB (as specified above) do not

apply to Preferred, Corporate Salary, NRI, Super Saver and Freedom Account

customers.

4. The phone banking charges will apply on transactions that are available on the IVR but

are done through the phone banking executive.

5. As per the finance bill 2007 all fees and service charges mentioned above will attract

service tax @12% and education cess @3% of the service tax amount effective 11 th May

2007. The same will appear as separate debits in the statements

38
 CURRENT ACCOUNT

HDFC BANK understand that running a business requires time and money, also that their

business needs are constantly evolving. Thats where HDFC BANK comes in. HDFC BANK

provides customer with a choice of Current Account options to exclusively suit their business

whatever the size scope.

Take Costumer pick!

Customer can choose the Current Account that works best for their specific business needs.

1. Regular Current Account

The regular Current Account requires an average quarterly balance of Rs.10, 000 only.

Besides the free ATM card and easy accessibility, their first 50 cheque leaves are offered free.

2. Premium Current Account

This account can be operated from any of the branches for the depositing of withdrawing

money. A Premium Current Account requires an average balance of only Rs. 25.000 per

quarter. Moreover, for premium Current Account holders cheque leaves are free.

Free Services offered to Regular and premium current Account holders:

One ATM card per account (only for individuals/Sole Proprietorships).

Replacement in case of damaged cards.

Monthly statement.

Online, real-time Net Banking.

24 hours Phone Banking access (please check for availability in their city,).

39
3. HDFC Bank Trade

It is a Current Account ideal for small funds transfer across various cities in the country.

Trade Account is suitable for small businessmen and traders. The Trader Current Account

requires an average quarterly balance of Rs.40, 000 only.

Features offered to HDFC Bank Trade Account holders:-

At par payable cheques.

Free inter-city Funds Transfers upto Rs. 25 lacs.

Free Pay Orders

Free Demand Drafts Payable on HDFC Bank locations upto 30 per quarter. (Check with

branch for value limits).

ATM card for individuals/Sole Proprietorships. Free online, real time Net Banking.

24-hour Phone Banking access (please check for availability in their city).

A Trade Current Account requires an average quarterly balance of only Rs. 40,000.

4. HDFC Bank Plus

Single Account, Multi-city Banking

If their business regularly requires customer to receive and send funds to various cities in the

country, HDFC Bank Plus provides customer with the means to facilitate such transactions

efficiently.

With just one account, customer have access to more that 444 cities in the country. In other

words, the power of a single account and multi-city banking. This results in huge savings on

inter-city movement of funds and other service charges.

40
Furthermore, HDFC BANK strategic alliance with Chase Manhattan Bank gives customer the

advantage of competitive rates for trade finance and faster inward/outward remittances. The

average balance requirement for the HDFC Bank Plus account is Rs. 100,000 per quarter.

SERVICE & FEES

(SERVICES & FEES EFFECTIVE APRIL 2011 FOR SAVINGS ACCOUNT)

As we there are various kind of Current Account as Plus Current Account, Premium Current

Account, Regular Current Account etc. These have different fees and charges in different

transactions.

Fees And Charges are as follows

Description of Plus Current Premium current Regular current

Charges Account account account

Current Account with Cheque Facility

Minimum Balance Rs. 100,000/- Rs. 25,000/- Rs 10,000/-

(AQB)

Non-Maintenance Charge of Rs.6,000/- Charge of Rs.900/- per Charge of Rs.750/- per

Charges per quarter per quarter, if AQB quarter, if AQB is less quarter, if AQB is less

is less than than Rs.25,000/- than Rs.10,000/-

Rs.50,000/-
Charge of Rs.1,500/-

per quarter, if AQB

is less than Rs.

100,000/- but > =

Rs. 50,000/-

41
Cheque Book Charges Payable-at-par Payable-at-par Payable-at-par
(Issued by Bank) 300 cheque leaves 100 cheque leaves Charges Rs 2/- per leaf

Free per month. Free per month.

Charges Rs 2/- per Charges Rs 2/- per

leaf beyond 300 leaf beyond 100

leaves leaves

Other Current Account facilities

Issue of Duplicate / Branch: Rs 100/- per statement * Phone Banking: Rs 50/- per statement

Adhoc Statement (Non IVR) and Rs 30/- per statement (IVR) Net Banking: Rs 30/- per

statement ATM & Mobile Banking: Rs 50/- per statement.

Mode of calculation of Average of daily closing balances of each day spread over a period of

minimum average three months.

quarterly balance

Remittance facility through other Bank

Demand Drafts (DD) payable Free up to 50 DDs DD Amount Up to Rs. 50,000 charges

HDFC Bank Locations per month. Above Rs. 40/- per DD, Above Rs. 50,000

(Issued from any branch) / 50 transactions, and up to Rs. 100,000- Rs. 25/-, Above

Duplicate DD charges @ Rs. 25/- Rs. 100,000- Free

per Demand draft

Pay Orders (PO) - on HDFC Free up to 50 POs PO amount Up to Rs. 50,000 charges

Bank Locations (Issued from per month. Above Rs. 40/- per PO, Above Rs. 50,000 and

Any Branch) / Duplicate PO 50 transactions, up to Rs. 100,000 - Rs. 25/-, Above

42
 charges @ Rs. 25/- Rs. 100,000- Free

per Pay-order

Issuance of DD/ PO through All standard charges for DD / PO are applicable as above.

Phone Banking Only DD / PO amount upto Rs 500,000/- are accepted at

Phone banking.

DD/PO- Rs.50/- per instrument

Cancellation/Revalidation

Local Transactions (At home branch location

Local cheques collections & payments Free

Account to Account Fund Transfer within Free

HDFC Bank

Cheque Collection

Outstation through own bank Collection : Free, Rs.2.50 per Rs.1,000/- for Cheques

only courier charges drawn on HDFC Bank Locations, min

of Rs 20 per Rs. 50 per instrument.

instrument

Outstation through another Correspondent bank locations: Rs.4/- per Rs.1,000/-, min

bank Rs.50/-For Clean locations (non-correspondent bank

locations) & Non-MICR Cheques: Rs.6.5/- per Rs.1,000/-,

min Rs 50 (inclusive of courier charge of Rs 25)

43
Bouncing of cheques- Local

Cheques Drawn on us

Due to Insufficient Funds Rs.300/- per Instrument

Accounts not maintaining Rs.350/- per Instrument

AQB as of previous quarter

Due to Technical Reasons No Charge

Miscellaneous

Balance enquiry Rs.25/-

Balance Certificate Rs.50/-

Interest Certificate Rs.50/-

Photo attestation Rs.50/-

Signature attestation Rs.50/-

Stop Payment Charges

Particular cheque Rs.50/- (FREE through Net Banking and Phone Banking*)

Range of cheques Rs.100/- (FREE through Net Banking and Phone Banking*)

Account Closure

Up to 14 days No Charge

15 days to 6 months Rs.100/-

More than 6 months No Charge

Activation of Dormant/inoperative account No Charge

44
Transactions through Phone Banking:

Interactive Voice Response (IVR) Free

Non-IVR-Agent assisted-For accounts Free

maintaining AQB

Non-IVR- Agent assisted - For accounts NOT Rs.50/- per call

maintaining AQB as of previous quarter and for

transactions that are available on IVR

ECS (Debit) Return Charges Rs 200 (plus taxes)

All fees & charges mentioned in the Tarriffs, Charges or Fees Brochures will attract Service

Tax @ 12% & Education Cess @ 3% of the service tax amount. The same will appear as

separate debits in the statements.

Revision in charges for "Stop Payment" and "Issuance of Duplicate / Adhoc Stattement" are

applicable from November 01. 2007

FIXED DEPOSIT

SUPER SAVE ACCOUNT (a temporary overdraft against their fixed Deposit)

Would not it be great to earn a high interest on their Fixed Deposit and at the same time enjoy

the liquidity associated with a saving account/ Get their self the HDFC Bank Super Save

Account and thats exactly what customer will have.

45
How do I benefit from the Super Save Account?

Maximum Liquidity

Their Super Saver Account allows customer to issue cheques and use and ATM card for

withdrawals, just like Savings Account. Customer can access their account from any of

HDFC BANK 1229 branches or over 2526 ATMs spread across India. Even in an emergency,

customer need not break their fixed Deposit to withdraw money. So customer gets their

money whenever customer needs it.

Easy operation

Customer can open a supersaver Account with nominal sum of just Rs. 25,000 and enjoy a

temporary withdrawal limit of upto 75% of their deposit

Even after customer withdraw a part of their limit; their entire deposit continues to earn a

high rate of interest, i.e. their deposit in not broken. Customer are required to pay an overdraft

interest that is 2% more than the interest earned by their Fixed Deposit for the amount of

overdraft, and only for the period for which customer use the money. Besides, customer can

take an overdraft by simply using a cheque of through an ATM. Isnt that great?

For overdraft limits greater than Rs. 2 Lakhs, overdraft interest will be charged at the

Banks Prime Lending Rate (PLR).

. High yield

46
Customer can choose any account plan between 6 months and 5 years for their Super Saver

Account. HDFC BANK personal Bankers will give customer expert advice on the best

possible account plan yielding the most attractive interest, depending on their needs.

Better Returns than a Savings Account

Even if customer withdraws unto 70% of their Supersaver Account on day one and do not put

it back for a year, customer still earns more than customer would through a Saving Account.

Incredible isnt it?

For example, let us assume that the interest on a 3-year deposit is 10% p.a. and customers

have a Fixed Deposit of Rs. 50,000 with the bank. If customer withdraws Rs.10, 000 from

their Super Saver Account, their earnings in a year will be:

Customers earn Rs. 5000@ 10% p.a. on Rs.50, 000.

Customers are charged Rs. 1,200@ 12% for the year.

Therefore, the net interest customer earn is Rs. 3,8000

Thus, customers earn Rs. 3,800 on a balance of Rs. 40,000 in their Super Saver Account. On

the other hand, customer would earn only Rs. 1,600 (@ 4% p.a.) with the same balance in an

ordinary Savings Account. A comparison of interest earned in a year from a Rs. 50,000 Super

Saver Account (3year plan) and a Savings Account, at different levels of withdrawal, is

shown below:

47
Amount Interest earned in 1Year
Super Saver Savings account @ Net Gain (Rs.)
withdrawn on day
Account @ 10% 4% p.a. (Rs.)
one (Rs)
P.A. (Rs.)
0 5000 2000 3000
10000 3800 1600 2200
20000 2600 1200 1400
25000 2000 1000 1000
30000 1400 800 600
35000 800 600 200

In fact, the higher the balance in their Super Saver Account, the higher their returns.

Moreover, the shorter the period for which customer uses the money, the higher their

earnings.

Free ATM Card

With every Super saver Account customer get a free ATM Card. This allows customer to

enjoy 24 hour banking 365 days a year, including Sundays sand bank holidays. Their

convenience is all the matters.

Personalized Cheque Book

Customers also get a cheque book with every Super Saver Account, with their name printed

on it.

48
Overdraft on Current Account against their fixed Deposits

Customer can also get an overdraft on their Current Account against their own fixed Deposits

with the bank.

SWEEP IN ACCOUNT:

(A Flexible Fixed Deposit cum Savings Account)

Imagine having an account that changes to suit their needs. When customer want their money

to earn high interest it worked like a Fixed Deposit, when customer want to withdrew money

in a hurry, it works like a savings Account. Customer wins both ways

So what is a Sweep-in Account

It is a Fixed Deposit that comes automatically linked to a savings Account. So whenever

customers short of funds in their Saving account and their money is blocked in a fixed

Deposit, customer just have to issue a cheque (or use the ATM.) their money automatically

gets transferred, i.e. swept-in from their fixed Deposit into their Saving Account. Its as easy

as it sounds. To open a sweep in Account, all customer need is to open a Fixed Deposit as per

the norms of the bank and a Savings Account with no minimum balance requirement.

Customer need to maintain a minimum fixed Deposit of Rs, 50.000 at all times to avoid

service charges. In case of non maintenance of Rs.50.000 in fixed deposits, customer savings

Account will be subject to service charges as applicable. The saving account needs to be

opened with an initial amount of Rs.5000.

How does it work?

Since the Sweep in Account holds their money in a Fixed Deposit in units of Re.1 every time

money is swept from their fixed deposit to their Savings account, interest loss in minimized.

49
Further, the amount swept in earns interest for the tenure that it has completed without any

penalty. The rest of their deposit continues to earn the original interest rate till maturity.

Theres more! Customer can, if customer like always open an add on deposit for just Rs.

5,000. Further, customer link as many deposits as customer like to their Savings account.

And the Sweep in automatically chooses the oldest deposit first before sweeping money into

their Savings Account.Enjoy the benefits of a truly flexible fixed Deposit. Just open a Sweep

in Account. The Savings accounts comes with it.Call us and HDFC BANK representative

will come over to their home of office and open an account for customer. Well take care of

details and formalities including their photograph.

DEMAT ACCOUNT

Now customer can avoid mutilation, duplication and pilferage of share certificates. Open a

Demat Account with HDFC Bank and protect their securities from damage. Loss and theft.

And remember, HDFC Bank is the largest depository participant amongst all banks.

Why do I need Demat Account?

With SEBI making trading mandatory in the Demat form and the advent of Rolling

Settlements it is imperative that all investors have a Demat Account with a depository

participant. When customer places a buy order, a seller can deliver the securities in Demat

form, which can only be credited to a Demat Account.

What benefits do I get from an HDFC Bank Demat Account

No Account Opening Charges.

Nominal Annual Maintenance Charges.

50
 Competitive fees for transactions.

Demat Account Status on the internet.

Option to open a Demat Account with NSDL, CDSL or both.

Personalized instruction Book.

What other benefits do I get?

Paperless trading which will help prevents mutilation. Loss and misplacement of

certificates and eliminate the problems of bad delivery.

Safety of their securities with HDFC Bank.

Problems of bad delivery, theft or mutilation eliminated.

Zero stamp duty.

Faster settlements of buy and sell orders, direct credit of allotment from public/

rights/bonus issues.

How do I open an HDFC Bank Demat Account?

Fill up the application form and the Agreement and get it signed by all the applicant.

Attach one photograph of each applicant.

Provide proof of identity/Residence (copy of ration card/ driving license/voters

ID/passport or PAN card).

Annual charges of Demat account Rs.299 per annum

Once their Demat account is active, customer will receive periodic account statements from

HDFC Bank. HDFC banks Demat Account is also accessible on the internet, allowing

customer to check balances, transaction status, Demat status etc. online.

SAFE DEPOSIT LOCKERS

Safeguard their valuables with HDFC Bank lockers.

51
 Their jewellery, share certificates and important documents are far too important for
customer to risk keeping them at home. As an HDFC Bank customer, HDFC BANK
offer customer a safe and secure place to guard their valuables from theft, fire or any
unforeseen circumstances.

Various locker Sizes: HDFC BANK lockers are available in various convenient
sizes. Customer can choose the locker of their choice depending on customer
requirement.

Complete privacy: The spacious design and special mobile screens of HDFC BANK

locker rooms provide complete Privacy. Besides, HDFC BANK allows usage of only

one locker per row, at a time.

Water Proof Fire Proof and Secure: the lockers are housed in a special area of the

branch which is secured by strong room doors and tamper-proof locks. Besides, the

walls of HDFC BANK locker rooms are specially treated to protect them from water

seepage and fire.

Convenient hours of operations: Their can operate the lockers during the branch

timings, and even on Sundays at select braches.

How to get a locker at HDFC Bank?

When customer open an account with us customer can ask about HDFC BANK locker

facilities.

INTERNATIONAL DEBIT CARD

52
Their HDFC Bank International Debit Card gives customer easy access to their HDFC Bank

Account are the following locations :-

Visa Electron Debit Card Transaction

Visa/PLUS ATMs Balance Inquiry & Cash Withdrawal
Merchant Outlets Shopping
HDFC Bank ATMs All ATM
Canara Bank & Bank of India Locations Transaction Cash? Withdrawal

Maestro Debit Card Transaction

Cirrus ATMs Balance Inquiry & Cash Withdrawal
Merchant Outlets Shopping
HDFC Bank ATMs All ATM Transactions

Cash status

HDFC BANK are sending customer an Active Debit Card. If customer have an existing ATM

card the same will be deactivated within 10 days of dispatch of their Debit Card.

At Visa/PLUS ATMs if customer have a Visa Electron Debit Card OR Cirrus ATMs if

customer have a Maestro Debit Card.

Insert their card on the slot provided.

Enter their POIN and confirm.

Select their transaction. Customer have the option of making a Balance Inquiry and/or

Cash Withdrawal.

In case of Cash Withdrawal, enter the amount that customer want to withdrawal.

Their Account with HDFC Bank will be debited on-line for the amount of withdrawal.

Costumer will receive their cash/will be able to view their Balance on the ATM screen.

53
At HDFC Bank ATMs:

At HDFC Bank ATMs customer could avail of the following services:

Account Selection

Cash Withdrawal/Balance Inquiry

Cheque/Cash deposit

Mini Statement of Account

Account Statement/Cheque Book request.

Funds Transfer between customer own Accounts

PIN Change

Bill Pay

54
At Merchant Outlets for shopping:

Present the card to the merchant, after selecting their purchases.

The merchant will swipe it through an electronic terminal and enter the amount of

customer purchase.

In case customers have a Maestro Debit Card-Customer would then need to use the PIN

Pad that is attached to the electronic terminal to select the account (always select Savings

Account) and enter customer PIN. This is the same as their ATM PIN.

Their Account with HDFC Bank will be debited on-line for the amount of their purchase

(subject to availability of funds in their account).

On approval the terminal will print out a transaction slip with all the details of the

purchase. Check the slip and sign at the appropriate place.

The merchant will return a copy of the transaction slip and customer Card. Please ensure

that customer have received their own Card.

Limits

Customer can withdraw upto Rs. 15,000/- per day at the ATM (Rs. 25,000 for HDFC Bank

Preferred Customers).

Customer can make Purchase upto Rs. 25,000/- per day at Merchant Outlets (Rs. 50,000 for

HDFC Bank Preferred Customers).

Please note that the limits are Per Day/Per Card. Also, the Merchant Outlet Limit will be

applicable at Bank of India & Canara Bank locations for Visa Electron Debit Card Holders.

55
Insurance

In case customer card is lost/stolen, customer are covered for any liability exceeding Rs.

500/- (After customer report the loss to the Bank). Please report of their card immediately to

HDFC BANK Phone Banking service. Additionally, customer must report the loss/theft of

their card to the nearest police authorities and forward a copy of the acknowledged report to

the Bank.

Additional Card

Additional cards are available to Joint Account holders at an Annual fee of Rs. 100 per card.

However, the operating instructions on the account should allow for financial transactions to

be conducted singly by the Joint Account holders. Annual fee has been waived for the first

year on one Additional Card.

The services and applicable tariffs are listed below:

Worldwide Assistance from MasterCard if customer has a Maestro Debit Card

In case customer have any queries/problems while traveling abroad, assistance is available

from Maestro Global Service from MasterCard International.

Important

Please sign on the reverse of the card on the signature panel.

Their personal Identification Number (PIN) will be mailed to customer separately. Please

ensure that customer receive this after customer receive their card. In case customer do

not receive it please contact the nearest branch or call Phone Banking.

Maestro Cards are being issued in select cities only.

56
 Their Card is valid in India and abroad. Customer cannot make foreign currency

transactions in Nepal and Bhutan (i.e. transactions in currencies other than local currency

of Nepal / Bhutan or Indian Rupees).

In case of multiple accounts linked to their card, all their transactions at Merchant Outlets,

Visa/PLUS ATM and Cirrus ATM locations will access one account i.e. the Primary

Account Number designated by customer.

The four-digit PIN helps customer to access their accounts. Do not reveal their PIN to

anybody. Only customer should know this number.

Please ensure that while using the Card outside India customer are doing so strictly in

accordance with RBIs Exchange Control Regulations, as prevailing from time to

time. Their aggregate expansive incurred abroad (i.e. through payments in cash/travelers

cheques and through the Car) should not exceed the limit, set by RBI,

As prevailing from time to time. Violation of these regulations in any manner would be

liable for action under the Foreign

Exchange Management Act, 1999. The onus of ensuring compliance with the regulations

is with customer, the holder of the International Debit Card.

57
 NEED OF THE STUDY

There are most important questions often ask by the marketing person and answer comes

from the market survey. The center of the every business activity is customer. Each and every

change under taken in business organization is provided better satisfaction to customer. As

the customer across the world is becoming more sophisticated by coming more sensitive to

product values and companies will have to listen more closely to the customer. For these

should carried the opinion and the suggestion of the end user of their product to make the

improvement in their product all from the same purpose. The companies can get information

and feedback from each and every element of their distribution channel.

58
 SCOPE OF THE STUDY

This study can be conducted by comparing the performance and product of 3 private

and govt. insurance players in insurance industry.

The no. of respondents to be surveyed can be improved.

The study can be conducted in any city while in this project it is conducted.

This study can be conducted to analyze the market stand of HDFC bank.

59
 OBJECTIVE OF THE RESEARCH

To know the various financial products provided by a Bank in the current scenario

with reference to HDFC BANK Ltd. DELHI.

To know the various facilities.

To find out financial & market positioning of HDFC Bank.

To examine customer satisfaction in HDFC Bank.

To suggest future marketing strategies for HDFC Bank.

To find o u t factors that influence customers to and give suggestions

for further improvement.

60
 CHAPTER II

RESEARCH

METHODOLOGY

61
 RESEARCH METHODOLOGY

A questionnaire was prepared to gauge the awareness of HDFC Bank in Retail

banking sector.

Survey has been done in and out of the bank covering a wide cross-section of the

society.

The question was presented in one to one interview with each of the respondents.

Responses of the question had been thoroughly analyzed.

Conclusions had been arrived at using the response of the questionnaire

62
 RESEARCH INSTRUMENT

The Research Instrument is an important part of any research. Without a suitable research

instrument one cannot think to gather the required information. The researcher in collecting

the information looks for hour's to design & use a suitable research instrument. The research

instrument is nothing but a ways & the means through which the needed information is to be

collected.

Since my project is based on survey method, the research method that was used for collecting

information was a WELL DEFINED questionnaire. The questionnaire used yielded a most

satisfactory result.

63
 QUESTIONNAIRE DESIGN

Preplanning is sine-quenon for any kind of survey. There must be some preliminary

preparation. First and foremost I decided the topic to work on and then prepared some

questions related to the topic, considering every possible point of view. Finally, I

framed the questionnaire consisting of relevant questions in sequence. The one thing I

specially cared in the preparation of the questionnaire is the language. I used simple

words and easy sentences to be fairly understood. I came to know the real picture &

framed my questions accordingly.

Questions were well defined & self-explanatory.

Questionnaire contained multiple choices and brief question

64
 SOURCE OF INFORMATION

Collection of data has been done through secondary sources like. Brochures,

Company profile

Primary sources are Personal interviews, face to face contact to 30 persons

(approximate).

A questionnaire was prepared to collect the information regarding the awareness of

HDFC Bank in Retail banking sector.

65
 SERVICE STRATEGY OF THE HDFC BANK

HDFC bank aims at full customer satisfaction its customers range from ordinary household to

high profile business houses. It has wide range of type of account and several other payment

and deposition facilities to cater to the need of these customers for speedy transaction to

match the demand of e-commerce .It has several model facilities like internet banking,

telebanking etc. all the cheques presented to HDFC Bank are accounted within a day where

drawee branch is in the same city for out station cheques it takes maximum three days only. It

has a team of dedicated motivated & trend professionals who listen to and sort out the

problems of customers. To avoid long queue and waiting lines it has avoid network of reliable

ATMs throughout the country .It has ATMs are joined to the main server who satellite link

which helps it to maintain data of every transaction ,after each transaction customer is served

with the bank statement the customer may also access transfer his account via internet in

addition all these services the bank also provides customers with debit and credit cards

which allows them to make transaction anywhere in the world which has visa compatibility

in this way HDFC Bank epitomizes.

The merits of both orthodox and electronic banking. Thus HDFC Bank not only tries to

satisfy its customers but also make all attempts to delight them.

HDFC Bank has three pronged services strategy:

1. People management

2. physical Environment Management

3. process Management

66
 1. People Management

HDFC Bank has well qualified team of professional team of professionals who are

experts in customer relationship management. They have achieved. Thus level of

expertise through training and motivation program taken up at regular intervals

because of this high levels of competence HDFC Bank is often of called as Indian

Foreign Bank.

2. Physical Environment Management

Every Branch and ATMs of HDFC Bank is located in the posh area of the locality it

helps the bank to create a good image among customer.

Further it helps customers access the bank facilities in leisure time that is while marketing or

on way to some important destination.

Further all ATMs and branches are fully air conditioned with relaxing environment

which puts visitors at ease the peaceful ehseipat the tension and stores of customers.

3. Process Management

HDFC Bank has simplified procedures for transaction and opening accounts it has

done a way with Hussle of Gvasenter which are mandatory in many in many banks

similarly it has done a way with many lumbers one and non essential procedures

which helps customers reduce stress and under tension.

67
 SWOT ANALYSIS

Strength

The keys strength areas of HDFC Bank are its motivated and highly competent staff who

are aggressive in their pursuit for excellence in terms of employee competence it rivals

the highly rated foreign banks.

Weakness

Though HDFC Bank has wide coverage of ATM Network through out the country it is not

considered adequate keeping in view is wide customer base.

Opportunity

HDFC Bank has good opportunity in rural area and offices etc. which are still untouched

by banks of such reputation are considered virgin markets.

Threat

Other banks like ICICI, Centurion, UTI, IDBI, an expanding at a very fast rate and are

perceived as threat to HDFC Bank.

68
 CHAPTER III

DESCRIPTIVE STUDY ON SUBTOPIC OF STUDY

69
What is Consumer Perception?

Perception is our sensory experience of the world around us and involves both the recognition

of environmental stimuli and actions in response to these stimuli. Through the perceptual

process, we gain information about properties and elements of the environment that are

critical to our survival. Perception not only creates our experience of the world around us; it

allows us to act within our environment.

The Perceptual Process

The perceptual process is a sequence of steps that begins with the environment and leads to

our perception of a stimulus and an action in response to the stimulus.

The Environmental Stimulus

The world is full of stimuli that can attract our attention through various senses. The

environmental stimulus is everything in our environment that has the potential to be

perceived.

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The Attended Stimulus

The attended stimulus is the specific object in the environment on which our attention is

focused.

The Image on the Retina

Next, the attended stimulus is formed as an image on the retina. Most people are aware that

the image on the retina is actually upside down from the actual image, but this is not terribly

important. The image has still not been perceived, and this visual information will be changed

even more dramatically in the next step of the process.

Transduction

The image on the retina is then transformed into electrical signals in a process known as

transduction. This allows the visual messages to be transmitted to the brain to be interpreted.

Neural Processing

The electrical signals then undergo neural processing. The path followed by a particular

signal depends on what type of signal it is (i.e. an auditory signal or a visual signal).

71
Perception

In the next step of the perception process, we actually perceive the stimulus object in the

environment. It is at this point that we become consciously aware of the stimulus

Recognition

Perception doesn't just involve becoming consciously aware of the stimuli. It is also

necessary for our brain to categorize and interpret what it is we are sensing. Our ability to

interpret and give meaning to the object is the next step, known as recognition

Action

The final step of the perceptual process involves some sort of action in response to the

environmental stimulus. This could involve a variety of actions, such as turning your head for

a closer look or Turing away to look at something else.

72
73
 CHAPTER IV

DATA ANALYSIS

AND

INTERPRATION

Based on the response of people following table has been made.

74
Q1. For how long you are part of HDFC Bank?

RESPONSE NO. OF % AGE OF

RESPONDENTS RESPONDENTS

Less than 6 20 20%

months

Less than 1 37 37%

year

Less than 2 14 14%

year

More than 2 29 29%

year

Total 100 100%

INTERPRETATIONS

75
From the above graph it is clear that majority of the respondents are part of HDFC

Bank from last one year 37% to 29% of the respondents are part of HDFC Bank from

last more than 2 year 20% respondents from 6 months & remaining 14% respondents

76
 Q2. Do you know about these following services of the bank?

RESPONSE NO. OF % AGE OF

RESPONDENTS RESPONDENTS

Saving A\c 100 100%

Fixed A\c 100 100%

Current A\c 53 53%

Demat A\c 5 5%

Credit cards 25 25%

Mutual funds 16 16%

Loans 95 95%

INTERPRETATIONS

From the above graph it is clear that majority of the respondents are aware of saving

A\c & FDs 100% , 53% are aware about current A\c.5% demat A\c 25% credit card

16% mutual funds & 95% are aware of lons.

77
Q3.Which of these services are you using?

RESPONSE NO. OF % AGE OF

RESPONDENT RESPONDENTS
S

Saving A\c 65 65%

Fixed A\c 58 58%

Current A\c 40 40%

Demat A\c 3 3%

Credit cards 0 0%

Mutual funds 10 10%

Loans 47 47%

INTERPRETATIONS

From the above graph it is clear that majority of the respondents are using Saving A\c

65%,58%are using FDs 40% current A\c,3%demat A\c ,0% credit card ,10% mutal

funds & 47%are aware of loans.

78
Q4.Which of these services are you further intereted in?

RESPONSE NO. OF % AGE OF

RESPONDENT RESPONDENTS
S

Saving A\c 20 20%

Fixed A\c 24 24%

Current A\c 10 10%

Demat A\c 0 0%

Credit cards 0 0%

Mutual funds 23 23%

Loans 19 19%

79
INTERPRETATIONS

From the above graph it is clear that majority of the respondents are interesting in

FDs 24%,20% are interesting in saving A\c.40%current A\c 23% mutual funds ,19%in

loans & body in interesting in credit cards & demat A\c.

Q5.Which service of the bank would you rate the best?

RESPONSE NO. OF % AGE OF

RESPONDENTS RESPONDENTS

Saving A\c 33 33%

Fixed A\c 40 40%

Current A\c 12 12%

Demat A\c 0 0%

Credit cards 0 0%

Mutual funds 10 10%

Loans 5 5%

80
INTERPRETATIONS

From the above graph it is clear that 33% of the respondent rate saving A\c the Best

product 40% said FDs are best 12%said current A\c, 10% said about mutal funds. 5%

said about loans & no one rate demat A\c & credit card.

Q6.What are reasons that attract you to be a customer of the bank?

RESPONSE NO. OF RESPONDENTS % AGE OF

RESPONDENTS

Image 25 25%

Extra services 25 25%

Services 45 45%

All of above 5 5%

81
INTERPRETATIONS

From the above graph it is clear that majority of the respondents 45% are become part

of HDFC Bank because of its services 25% because of its image 25% because of its

extra services and rest because of all the three factors.

Q7. Do you know about the extra services being provided by the bank?

RESPO NO. OF % AGE OF RESPONDENTS

NSE RESPONDENTS

Yes 69 69%

No 41 41%

82
INTERPRETATIONS

From the above graph it is clear that 69% of the respondents are known about the

innovative services and rest is unknown about it.

Q8.What is your perception about the service of bank?

RESPONSE NO. OF % AGE OF

RESPONDENTS RESPONDENTS

Good 35 35%

Average 55 55%

Of the Poor 10 10%

83
INTERPRETATIONS

From the above graph it is clear that 35% of the respondents found the service oh

HDFC Bank good,55% found it average & 10% found it poor.

Q9. Are you aware of the different services offered by HDFC bank?

RESPONSE NO. OF % AGE OF

RESPONDENTS RESPONDENTS

Yes 91 91%

No 9 9%

Total 100 100%

84
 INTERPRETATIONS

From the above graph it is clear that majority of the respondents are aware of ate

product & services offered by HDFC Bank 91% or 9% respondent are not aware of

services.

Q10. Are you satisfied with the dealing of the bank officials ?

RESPONSE NO. OF % AGE OF

RESPONDENTS RESPONDENTS

Yes 30 30%

No 25 25%

To some extent 45 45%

85
 INTERPRETATIONS

From the above graph it is clear that 30% of the respondents are satisfied with the

dealing of the bank officials 45% are not fully satisfied & 25% are dissatisfied.

Q11.Any prolam you are fascing regarding the bank ?

RESPONSE NO. OF % AGE OF

RESPONDENTS RESPONDENTS

Time lines 78 78%

Customer 12 12%
relationships
Infrastructure 10 10%

Other 0 0%

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INTERPRETATIONS

From the above graph it is clear that 78% of the respondents facing the problem of

timeliness 12% customer relationship and 10% of infrastructures.

Q12. HOW will you rate the HDFC bank in maintaining good customer

Relationship?

RESPONSE NO. OF % AGE OF

RESPONDENTS RESPONDENTS

Good 20 20%

Average 57 57%

Of the Poor 33 33%

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INTERPRETATIONS

From the above graph it is clear that 20% of the respondents said HDFC Bank is good

in maintaining customer relationship 57% said it is average and rest 33% said it is poor

in the maintenance.

Q13.From the responses of question whether people would like to open

another account following table has been made

YES 45%

NO 55%

88
INTERPRETATIONS

From the above graph it is clear that 45% of the respondents are would like to open

another account in HDFC Bank but 55% would not interested.

89
 CHAPTER V

CONCLUSION

&

SUGGESTIONS

90
 CONCLUSION

HDFC standard life i ns ur an ce is first life i n s u r a n c e Company in India. It has

businesses spread out across the globe. It was registered on

2 3 r d D e c e m b e r 2000. It currently ranks number 4 amongst the insurers

in I n d i a (Source: annual premium provided by the company)

The company faces a large amount of competition. To sustain itself it must

promote its products through advertising and improve its selling

g techniques. Consumers must be aware of t h e new plans available at

HDFC B A N K . The medium of advertising used could be television since

most of its competitors use this tool to promote their products. The

c o m p a n y must be promoted as an Indian company since consumers

seem to have more trust in investing in Indian firms.

The unit linked concept must be specifically promoted. The general

perception of life insurance has to change in India before progress is made

in this field. People should not be afraid to invest money in insurance and

must use it as an effective tool for tax planning and long term savings.

HDFC b a n k could tap the rural markets with cheaper products and

smaller policy terms. There are individuals who are willing to pay small

amounts as premium but the plans do n o t accept premiums below a

certain amount. It was usually found that a large number of males were

insured compared to females. Individuals below the age of 3 0 (mostly

male) were interested in investment plans. This was a general

conclusion drawn during prospecting clients.

91
 SUGGESTIONS

Try to improve after sales services.

To be some quality conscious.

Try to install ATMs at more convenient places for their customer.

Try to provide Complete/Actual information to the customer.

Customer must have all the information regarding charges & fees.

HDFC must issue at par cheques to their customers.

MAKE STRONG PUBLIC RELATIONS:

The bank has to provide better services to satisfy the needs and wants of customers specially

on the occasion of deepawali and dasahara like festivals so that the customer has to satisfied

with their services of banks the bank is to provide loans, specially housing loans to the

customer at very low interest rates so that the every middle class family is to avail loans

without any problem.

CONTINUOUS MARKET FEED BACK:

To make the good relation with the customer it is very important to take feed back time to

time to know about the problems and difficulties which are faced by the customer.

PROVIDE RECENT INFORMATION TO THE CUSTOMER:

The bank is able to give as many as possible information to our customers so that the

customer is able to understand which type of information is to bi used in a particular sector.

92
TRY TO START ON LINE TRADING:

Due to on line trading the convenience to customer is given by way of opening and

depositing their money on the basis of on line services.

TRY TO INSTALL ATMs AT MORE CONVENIENT PLACES:

financial year is also increase the customer has also avail their The bank is to install ATMs

as many as possible due to convenience of their customer specially in commercial places ,like

petrol pumps, in market ,in the hospital . So that the customer has convenience to withdraw

their money without problems.

TRY TO OPEN EXTENTION COUNTER AT VARIOUS PLACES:

The bank has to open their extension counter in various places of their city so that the deposit

of bank is also increase and the turnover of bank during facilities which is provided by bank

cheaper rate.

93
 LIMITATIONS

.Every work has its own limitation.

.The RESEARCH PROJECT REPORT was constrained by time
limit of short time of months.

.Mindset of people may very depending upon their age,

gender, income etc.

Getting appointment from the concern person was very

difficult.

.People mind set about the survey was obstacles in acquiring

complete

Respondents were very busy in their schedule. So it was very

time consuming

for information & positive interaction, them to answer all the

questions properly.

94
 CHAPTER VI

QUESTIONNAIRE FOR RESPONDENTS

I, hereby, declare that all the information provided by you is strictly for the purpose of research and shall not be

used for any other purpose. I am grateful to you for your support and thank you for your honest response. I

request you to read the following before you proceed further.

Please tick only one option unless mentioned otherwise.

All the information in the questionnaire is for academic purpose and shall be kept confidential.

Respondents Name :___________ Sex :M [ ] F [ ]

Age (In yrs) : 18-20 [ ] 20-30 [ ] 30-40 [ ]

40-50 [ ] 50-60 [ ] 60 & above [ ]

ANNUAL TOTLE FAMILY INCOME:

Q1. For how long you are part of HDFC Bank?

Less than 6 months ( ) Less than 1 year ( )

Less than 2 year ( ) More than 2 year ( )

Q2. Do you know about these following services of the bank?

Fixed A\c ( ) Saving A\c ( )

Current A\c ( ) Demat A\ c ( )

Credit card ( ) Mutual Funds ( )

Loans ( )

95
Q3.Which of these services are you using?

Fixed A\c ( ) Saving A\c ( )

Current A\c ( ) Demat A\ c ( )

Credit card ( ) Mutual Funds ( )

Loans ( )

4.Which of these services are you further intereted in?

Fixed A\c ( ) Saving A\c ( )

Current A\c ( ) Demat A\ c ( )

Credit card ( ) Mutual Funds ( )

Loans ( )

Q5.Which service of the bank would you rate the best?

Fixed A\c ( ) Saving A\c ( )

Current A\c ( ) Demat A\ c ( )

Credit card ( ) Mutual Funds ( )

Loans ( )

Q6.What are reasons that attract you to be a customer of the bank?

Image ( ) Extra Services ( )

Services ( ) All of above ( )

96
Q7. Do you know about the extra services being provided by the bank?

Yes ( ) No ( )

Q8.What is your perception about the service of bank?

Good ( ) Average ( ) Poor ( )

Q9. Are you aware of the different services offered by HDFC bank?

Yes ( ) No ( )

Q10. Are you satisfied with the dealing of the bank officials ?

Yes ( ) No ( ) To some extent ( )

Q11.Any prolam you are fascing regarding the bank ?

Time liness ( ) Customer relationships ( )

Infrastructur ( ) Other ( )

Q12. HOW will you rate the HDFC bank in maintaining good customer Relationships?

Good ( ) Average ( ) Poor

Q13.From the responses of question whether people would like to open another account

in HDFC Bank

.Yes ( ) No ( )

97
 CHAPTER VII

BIBLIOGRAPHY

BOOK

Kothari C. R Research Methodology (2011), Page No. 1-5, 122-151, 55-

57.Publication: New Age International Publication.

V. S. P. Rao: Human Resource Management (Text and causes). 1stEdition

C. B. Gupta: Human Resource Management, edition 6th, page no 3.3-

3.75.blication: Sultan Chand & Sons.

THE INDIAN MARKETING journal.

News Reports & Articles:

www.amfi.com
www.mckinseyquarterly.com
www.moneycontrol.com
www.outlookmoney.com
www.equitymaster.com
www.sharekhan.com
www.il&fsinvestsmart.com

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