Documentos de Académico
Documentos de Profesional
Documentos de Cultura
SUBMITTED TO:
SUBMITTED BY:
CONTROLLER OF EXAMINATION
MAQSOOD HUSSAIN
Gudhrana,Palwal(Haryana)
CERTIFICATE
This is to certify that Mr Maqsood Hussain the examination Roll No.
student of III Semester MBA of our college has prepared a project report titled
Customers Perception Towards The Products and Services Offered by HDFC Bank
And Comparative Analysis.In partial fulfillment of the requirement of MBA degree
courseof Maharishi Dayanand University for the Academic year 2014-2016.
Dr Suheela Chisti
Project Co-ordinator
(Prof.)Dr. N.A.Shah
(Authorized Signatory)
DECLARATION
I hereby declare that the Project report Customers Perception Towards The
Products and Services Offered by HDFC Bank And Comparative Analysis is my
original work and has not been published or submitted for any degree,diploma or
other similar titles elsewhere.This has been undertaken for the purpose of partial
fulfillment of MASTERS IN BUSINESS ADMINISTRATION at MAHARISHI
DAYANAND UNIVERSITY.
Date:
Maqsood Hussain
PREFACE
Summer Training is the bridge for a student that takes him from his theoretical
knowledge world to the practical industry world.The main purpose of industrial
visit is to gain exposure of industrial and business environment,which cannot be
possible in the classroom.The advantages of this sort of integration,which
promotes and guides corporate culture,functional and social norms along with
formal teaching and numerous,some of which may be: To bridge the gap between theory and practical.
To install the feeling of belongingness and acceptance.
To help the student to develop the better understanding of
the concept and questions already raised or ti be raised
subsequently during their research period.
This project report attempts to bring under one cover the entire hard work and
dedication put in by me in the completion of the project work.I have expressed my
experiences in my own simple way.I hope who goes through it will find it
interesting and worth reading.The project report report gives a detailed view of the
A STUDY ON THE RETENTION ISSUES AT METLIFE INDIA
INSURANCE Co.Ltd. .The research is definetly going to play an important role
in developing an aptitude for hard self-confidence.
ACKNOWLEDGEMENT
It is really a matter of pleasure for me to get an opportunity to thank all the
persons who contributed directly or indirectly for the successful completion of the
project reportCustomers Perception Towards The Products and Services Offered
by HDFC Bank And Comparative Analysis.I wish to express my gratitude to the
Branch Manager of HDFC Bank, for giving me opportunity to be part of this
esteem organization and enhance my knowledge by granting permission to do a
summer training Project. They provided me with their assistance and support
whenever needed,which has been instrumental in completion of this project.I am
thankful to them,for their support and encouragement throughout the tenure of the
project.Also I am thankful to my faculty guide Dr. SUHEELA CHISTI,SSMT
COLLEGE PALWAL HARYANA for being a source of support during this training
period.Last but not the least I am grateful to all the staff members of HDFC Bank
for their kind cooperation and help during the course of my project.
Mr Maqsood Hussain
EXECUTIVE SUMMARY
The bases of the project was to understand the customers perception about the
various schemes like Personal loans, Home loans, Car loans under asset products
and saving bank account, Current account and Salary account under liability
products for retail banking.
The project also encompasses, identifies the scope and various parameters, a
customer would look into while transacting with bank for certain scheme.
Overall analysis has been done, keeping in mind the various customer segments
like businessmen, salaried people, students and others, consideration while opting
for any deposits or borrowings.
The SWOT analysis shows the pitfalls and identifies the opportunities available
for HDFC Bank and competitor analysis has been done by considering four other
close competing commercial banks like ICICI, SBI, UTI, IDBI banks at
visakhapatnam , analysis has been done by taking the profitability and performance
indicator, it says there are several potentials available for HDFC bank to be the
market favorite. After the analysis it is found that the major part of the deposits
from HDFC Bank , visakhapatnam is formed by businessmen followed by salaried
people and professionals and its nearest competitors are ICICI Bank & SBI.
CONTENTS
SI.NO
DESCRIPTION
PAGE NO
1
Personal Banking
NRI Banking
Wholesale Banking
3
11
34
35
Market Research
40
40
43
56
SWOT Analysis
58
61
Conclusion
63
Bibliography
65
Annexure
Questionnaire
67
HDFC BANK
HDFC Bank was amongst the first to receive an 'in-principle' approval from the Reserve Bank of
India (RBI) to set up a bank in the private sector from Housing Development Finance
Corporation Limited (HDFC), in 1994 during the period of liberalization of the banking sector
in India. HDFC India was incorporated in August 1994 in the name of 'HDFC Bank Limited'.
HDFC Bank , one amongst the firsts of the new generation, tech-savvy commercial banks of
India, was set up in august 1994 after the Reserve Bank of India allowed setting up of Banks in
the private sector
.
The Bank was promoted by the Housing Development Finance Corporation Limited, a
premier housing finance company (set up in 1977) of India. Net Profit for the year ended
March 31, 2007 was up Rs.1,141.5 crores, up 31.1%. Headquartered in Mumbai,
HDFC Bank, has a network of over 684 branches spread over 316 cities across India. All
branches are linked on an online real-time basis. Customers in over 120 locations are serviced
through Telephone Banking. The Bank also has a network of about over 1605 networked ATMs
across these cities.
History of the company
1994
- The Bank was Incorporated on 30th August. 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 an in-principle approval from the RBI for establishment of a bank in
the private sector. Certificate of Commencement of Business was received on 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 (Natwest Group) for subscribing 20% of the banks issued capital and providing
technical assistance in relation to the banks proposed banking business.
1995
- 70 No. of equity shares issued to subscribers to the Memorandum & Articles of Association on
30th August 1994. On the same date 500,00,000 equity shares were allotted to HDFC promoters.
509,20,000 shares were allotted to HDFC Employees Welfare Trust and HDFC Bank Employees
Welfare Trust on 22nd December, 1994.
- On 16.1.1995, 90,79,930 No. of equity shares were allotted to Jarrington Pte. Ltd. Another
400,00,000 equity shares were allotted on private placement basis to Natwest Group on 9.5.1995.
500,00,000 shares were allotted to the public on 9.5.95 (all were taken up).
- The Bank opened its first branch in Ramon House at Churchgate, Mumbai on January 16th.
- The Bank has created an efficient operating system using well tested state-of-the-art software.
1996
- HDFC Bank has entered the banking consortia of over 50 corporates, including some leading
multinational companies, flagship companies of local business houses and strong public sector
companies.
- HDFC Bank has set up a state-of-the-art dealing room to handle all transactions possible in
Indian financial markets.
- The Certificates of Deposits were awarded a PP1+ rating which is the highest rating for short
term instruments indicating superior capacity for repayment.
1997
- The bank is one of the largest mobilisers of retail deposits through its network of 20 branches.
Its credit deposits ratio was 53.8%.
- The bank has set up a ultra-modern hub at Powai in Mumbai where the bank's central computer
is housed. This hub housed in 35,000 square feet of space, houses data of all the branches and
facilitates the introduction of new products and services.
- HDFC has installed state-of-the-art systems to facilitate inter-connectivity between branches
and link up with on line system.
- The bank has also recently signed up as a depository participant, under the newly set up NSDL,
wherein the members clearing accounts settlement for dematerialized shares can be done through
the bank.
- HDFC Bank, one of the nine new-generation private sector banks, has planned to set up an allIndia on-line automated teller machine (ATM) network.
- HDFC Bank proposed to launch tele-banking for the first time in June in Mumbai at its
Chandiveli branch.
- HDFC Bank has drawn up plans to become a niche player in corporate banking by sticking to
top-rung corporates.
- HDFC Bank has become the first private sector bank to conclude a structured interest rate
option deal.
- HDFC Bank has launched its Versova branch, the 11th branch in Mumbai.
- HDFC Bank, as part of its expansion plans in the South, has opened another branch in Chennai.
- HDFC Bank has entered into strategic alliances with 10 overseas banks to provide customers
with a wide range of derivatives including interest rate and foreign currency swaps.
- HDFC Bank on October 14 introduced ATMs that converse in a regional language.
- HDFC Bank has introduced the Freedom Account for the average retail customer located in the
major metros as a means to wean away the middle-income market from nationalised banks.
- HDFC Bank has launched an account in all its 28 branches across India that seeks to free
depositors from minimum balance requirement, for the first time in the country.
- HDFC has introduced a new loan product for the payment of betterment fees announced by the
Bangalore Mahanagar Palike. - HDFC Bank is all set to launch its debit card by April 1998.
1998
- HDFC Bank has tied up with the Ahmedabad Stock Exchange (ASE) to act as its clearing bank.
- HDFC Bank proposes to strengthen its branch network in Calcutta with the addition of two new
branches in the first quarter of the next fiscal.
- HDFC Bank has signed an agreement with the National Stock Exchange (NSE) which will give
it a second charge over the brokers deposit for providing loan against share facility to NSE
brokers.
- The bank has also entered into a similar understanding with the Bombay Stock Exchange (BSE)
whereby the bourse will provide support for recovery of money against the card for loan against
share facility.
- The bank has also entered into `Cirrus' arrangements by which all master card holders across
the globe will be able to transact at HDFC Bank in India.
- The bank will also provide phone-banking facility in Bangalore. HDFC has tied up with Visa
International to offer its Debit Card. - HDFC Bank Ltd has entered into a memorandum of
understanding for a strategic business collaboration with Chase Manhattan Bank.
- HDFC Bank has become the first bank in India to link up its automated teller machine (ATM)
network with all the three major payment systems world-wide.
- HDFC Bank will be the first bank in the Asia-Pacific region to connect the American Express
(Amex) payment system.
- The HDFC Bank is expanding its ATM network to connect to American Express Interchange
based in Phoenix, Arizona, USA. With this connectivity, HDFC Bank has become the first bank
in the Asia-pacific region to connect to the Amex Interchange.
- HDFC Bank was the first to sign up with AMEX in December of 1998.
- The Bank has tied up with ITC Threadneedle Mutual Fund to provide its investors with the
High Interest Fund (HIF), a facility to encash their units through the bank's Automated Teller
Machines in addition to a cheque book facility also to be provided by the bank.
- Sony India Ltd (SIL) has joined hands with HDFC Bank to work out an innovative car finance
package under which a sony car audio system would be installed to a new car for no additional
upfront cash outflow.
- The bank has decided to issue 1,33,10,000 equity shares of Rs. 10 each to HDFC and a whollyowned subsidiary of it at a price of Rs. 94 per share.
- The bank will also issue 13,70,000 equity shares to India Private Equity Fund and 51,20,000
shares to Indocean Financial Holding, the two equity funds controlled by Chase Manhattan
Bank.
- HDFC Bank, has tied up with BPL Ltd to offer Internet-enabled supply-chain management and
business-to-consumer (B2C) e-commerce services to corporates.
- Hutchison Max Telecom and HDFC Bank introduced the country's first-ever mobile-banking
services in the city.
2000
- HDFC Bank also signed a memorandum of understanding with Singapore Telecom's ecommerce arm Sesami.Com Pvt Ltd. - The Bank latter also entered into a partnership agreement
with National Computer Systems, the e-commerce unit of Singtel.
- A new company called SESAMi.com (India) has been formed by a strategic alliance between
HDFC Bank and Singapore Telecom's e-commerce company SESAMi.com, to offer e-commerce
solutions for the Indian market.
- HDFC Bank has a tie-up with Maxtouch for giving the facility to the latter's customers in
Mumbai. This is the first and only service of this sort in the country, he said.
- HDFC Bank is also launching an online electronic banking solution called Enet which will
allow corporates to access their accounts over the net and carry out trade related transactions and
cash management functions.
- HDFC Bank entered into a tie-up with Telco by which the bank would provide preferential
financing options for Tata's range of passenger cars including the Indica, Sumo, Safari, Estate
and Sierra.
- HDFC Bank allotted 1.98 crore shares of Rs 10 each at an issue price of Rs 94 per share to
promoters and strategic investors on March 29.
- HDFC Bank is also set to become the first bank in the country to offer wireless application
protocol (WAP) services to customers.
- SkyCell Communications Ltd, one of the two cellular service providers in Chennai, has
launched `Sky Banking', for which the company has tied up with ICICI Bank and HDFC Bank.
- The bank has tied up with 12 utility companies nationwide including BSES, MSEB, BEST,
Orange, BPL and MTNL.
- The Bank has tied up with financial portals, e-brokerages and the National Stock Exchange to
enable broker payments for e-broking ventures. - The Bank has set up 100 new electronic data
capture (EDC) terminals in Mumbai. - HDFC Bank has launched its first B2C payment gateway
which allows Visa and MasterCard credit card-holders to do transaction online and realtime. CYBERITMALL.COM has joined hands with HDFC Bank to provide VISA/MasterCard users
with an online payment gateway solution to enable them to have a secure eshopping experience.
- HDFC Bank plans to extend its mobilephone banking services introduced in select metros to
mobilephone broking when it introduces its Internet on-line trading in July. - HDFC Bank and
portal clickforsteel.com have signed a memorandum of understanding for offering online credit
and services to facilitate `post transaction' activities through the portal's `allied services
providers' programme. - Indianfoline.com signed an agreement with HDFC bank for the use of
payment gateway to enable online financial transactions.
- HDFC Bank, in association with cellular service provider Orange, has launched the entire range
of mobile banking services and mobile commerce services using wireless application protocol
(WAP) technology.
- The Company has introduced a new scheme whereby it will provide loans to individuals for
payment of self assessment tax on their properties in Bangalore.
- The Foreign Investment Promotion Board has cleared the proposal of the HDFC Group to enter
into a joint venture with Singapore Telecom's e-commerce company for providing a
comprehensive range of business-to-business e-commerce solutions to companies in India.
- The Company proposes to pick up an equity stake in Softcell Trade and Technologies Ltd., a
Mumbai-based software company.
- BPL Mobile has tied up with HDFC Bank to offer Internet banking through the mobile phone.
- HDFC Bank launched `Instant Car Loans' a new scheme for offering customers a range of netenabled loan products.
- HDFC Bank launched depository services on the net.
- HDFC Bank tied up with NSE.IT, a wholly owned subsidiary of the National Stock Exchange,
for providing payment gateway services for the latter's Internet trading operations.
- HDFC Bank has been identified as the best domestic commercial bank for the second
consecutive year by FinanceAsia.com, which provides a network for financial decision makers.
- The Mumbai-based Geojit Securities Ltd. has tied up with HDFC Bank for Internet trading of
shares.
- Calcutta's cellular services provider Modi Telstra, and HDFC Bank have entered into a
collaboration to provide mobile commerce in Calcutta.
- HDFC Bank has got the Kerala-based Nedungadi Bank as its first customer for its new joint
venture company with I-Flex Solutions.
- HDFC Bank has set a target of attaining a business of over Rs 15,000 crore this fiscal mainly
through expansion and new product launches, including a credit card.
- HDFC Bank, in association with Tata Cellular, has launched Mobile Commerce Service, for
customers in Hyderabad and Vishakaptnam.
- HDFC Bank has tied up with about 25 equity brokerages for enabling third party transfer of
funds and securities through its business-to-business portal -- `e-Net'.
- The Bank has entered into an alliance with Deloitte Haskins and Sells, a member firm of
Deloitte and Touch, to offer banking services to its non-resident Indian customers.
- HDFC Bank has launched its 123rd outlet at Delhi Stock Exchange building at Asaf Ali Road.
- The Bank proposes to acquire up to 24.5 per cent stake in the MIEL e-Security Pvt. Ltd., which
is engaged in the business of developing and marketing of security products and services for a
range of e-commerce and enterprises security applications.
- The Bank has tied up with Rajan Raheja-owned Hathway for providing banking at home as part
of the Net-over-cable initiative of the latter in Mumbai. - HDFC Bank launched its on-line bill
payment facility in alliance with the Maharashtra State Electricity Board has also begun to offer
bridge loans against fixed deposits of parent Housing Development Finance Corporation the
financial institution.
- HDFC Bank has tied up with portal brainvisa.com to retail education loans to students. - The
Gujarat Cellular operator Fascel, has signed up with the HDFC Bank to introduce mobile
commerce for the first time in the State.
- HDFC Bank has tied up with BPL Mobile for mobile commerce facility.
- CricketNext.com, a sports e-commerce site has tied up with HDFC Bank to provide an on-line
payment gateways and marketing opportunities for a wide range of cricket sports gear on its online shop BatNext.
- Singapore-based Growasia.com has entered into an understanding with HDFC Bank and credit
rating agency Icra, for picking up equity in the company's Indian subsidiary Gasia.com.
- The Bank has launched `Freedom - The e-Age Savings Account' for cellular phone users.
- Spice Cell has tied up with Citibank N A, HDFC Bank and ICICI Bank for mobile bill
settlements.
- HDFC Bank and Cosmos Bank launched a co-branded ATM card.
- The Chatterjee Group-promoted Captech Online Ltd. has signed memorandum of
understanding with HDFC Bank and UTI Bank for setting up a payment gateway for its debt
negotiation platform, Riskxpress.com.
- HDFC Securities Ltd., promoted by the HDFC group with equity participation from the
Housing Development Finance Corporation Ltd., HDFC Bank and Chase Capital Partners, has
launched its brokerage services for retail investors in the Capital.
- The HDFC Bank and Airtel launched their mobile-banking service through WAP in Delhi.
- HDFC Bank has launched wireless application protocol-based mobile-banking in Coimbatore
and Trichy in association with Aircel.
2001
- The Bank has opened its first branch in Aurangabad.
- HDFC Standard Life Insurance has entered into a memorandum of understanding with the
Chennai-based Indian Bank.
- The Bank has launched the international Maestro debit card in association with Master Card.
- HDFC Bank will launch its credit card in June through link-ups with MasterCard and Visa.
- LTtrade.com has entered into a strategic tie-up with HDFC Bank to provide Net banking
services 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 services to small and medium enterprises.
- The Bank has opened four ATMs outlets in Bangalore at Coles Road, RT Nagar, Rajaji Nagar
and Jaya Nagar on March 26.
- HDFC Standard Life Insurance has launched a `Development Insurance Plan' a low cost life
insurance product developed specifically to meet the needs of economically weaker sections.
- Two Directors, Mr. S.S. Thakur and Mr. Amit Judge, have resigned from the board of the bank
effective from March 30.
- HDFC Bank files with US regulators to list more than 11 million American Depositary Shares
on the New York Stock Exchange.
2002
- HDFC Bank unveiled a new online account aggregation service `OneView'.
- HDFC launched 'One View' service to customers
- HDFC Bank launched its 9th branch in Karnataka.
- HDFC Bank launches new scheme for Maruti 800 buyers, providing 85 per cent finance on the
on-road price of the car for seven years.
-HDFC Bank wins Asiamoney award for Best Domestic Bank
-HDFC Bank managing director Aditya Puri has been awarded the management man of the year
by the Bombay Management Association (BMA)
-HDFC Bank has entered into an agreement with Shrachi Securities Ltd, the flagship company of
the Kolkata-based Rs 300-crore Shrachi Group, for financing of multi-utility vehicles all over
India
-HDFC Bank has launched an online bill payment facility for its customers who are also
subscribers to Tata Teleservices
-HDFC Bank join hands with NCR Corporation to offer managed ATM services
- IKF Finance Ltd has entered in to a Joint Lending Arrangement with HDFC Bank Ltd
2005
-TMB forges alliance with HDFC Bank
-HDFC Bank inaugurates first ATM in Hotel
- HDFC Bank ties up with the International Bank of Qatar (IBQ) to launch banking services in
Qatar.
- HDFC Bank launches loyalty rewards programme for its debit and credit cardholders under the
name InstaWonderz.
-HDFC Bank along with MasterCard International launched credit card targeted at small and
medium-sized enterprises
-HDFC Bank has tied up with US-based WL Ross and company LLC for investing in corporate
restructuring
-HDFC Bank unveils credit card for farmers
2006
-HDFC sets up two more branches in AP
2007
-HDFC Bank has signed an agreement with Tata Pipes to offer credit facilities to farmers across
the country.
-Hdfc Bank Ltd has appointed Mr. Pandit Palande as an additional Director of the Bank at the
Board Meeting held today i.e. on 24th April 2007.
- HDFC Bank Ltd has informed that the Board of Directors of the Bank at its meeting held on
October 12, 2007, has been appointed Mr. Paresh Sukthankar & Mr. Harish Engineer as
Executive Directors on the Board of Directors of the bank. Mr. Sukthankar & Mr. Engineer have
been senior employees of the Bank since 1994 and have held various positions of responsibility
Organizational Structure
Chairperson
(Jagdish Capoor)
Managing
Director
(Aditya
Puri)
Executive director
(Harish Engineer )
Director
(Keki
Mistry)
Director
(C.M
Vasudev)
Executive director
(Paresh Sukthankar)
Director
(Pandit
Palande)
Director
(Vineet
Jain)
Director
(Arvind
Pande)
Director
(Gautam
Divan)
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 market leader in
mortgages. Its outstanding loan portfolio covers well over a million dwelling units. HDFC has
developed
significant expertise in retail mortgage loans to different market segments and also has a large
corporate client base for its housing related credit facilities. With its experience in the financial
markets, a strong market reputation, large shareholder base and unique consumer franchise,
HDFC was ideally positioned to promote a bank in the Indian environment.
BUSINESS FOCUS
HDFC Bank's mission is to be a World-Class Indian Bank. The objective is to build sound
customer franchises across distinct businesses so as to be the preferred provider of banking
services for target retail and wholesale customer segments, and to achieve healthy growth in
profitability, consistent with the bank's risk appetite. The bank is committed to maintain the
highest level of ethical standards, professional integrity, corporate governance and regulatory
compliance. HDFC Bank's business philosophy is based on four core values - Operational
Excellence, Customer Focus, Product Leadership and People.
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 acquisition 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.
TECHNOLOGY
HDFC Bank operates in a highly automated environment in terms of information technology and
communication systems. All the bank's branches have online connectivity, which enables the
bank to offer speedy funds transfer facilities to its customers. Multi-branch access is also
provided to retail customers through the branch network and Automated Teller Machines
(ATMs).
The Bank has made substantial efforts and investments in acquiring the best technology available
internationally, to build the infrastructure for a world class bank. In terms of software, the
Corporate Banking business is supported by Flexcube, while the Retail Banking business by
Finware, both from i-flex Solutions Ltd. The systems are open, scaleable and web-enabled.
The Bank has prioritised 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.
DISTRIBUTION NETWORK
HDFC Bank is headquartered in Mumbai. The Bank at present has an enviable network of over
593 branches spread over 263 cities across India. All branches are linked on an online real-time
basis. Customers in over 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 centres where its corporate customers are located as well as the need to build a
strong retail customer base for both deposits and loan products. Being a clearing/settlement bank
to various leading stock exchanges, the Bank has branches in the centres where the NSE/BSE
have
strong
and
active
member
base.
The Bank also has a network of about over 1131 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.
BUSINESSES
HDFC Bank offers a wide range of commercial and transactional banking services and treasury
products to wholesale and retail customers. The bank has three key business segments:
Wholesale Banking Services
The Bank's target market ranges from large, blue-chip manufacturing companies in the Indian
corporate to small & mid-sized corporates and agri-based businesses. For these customers, the
Bank provides a wide range of commercial and transactional banking services, including
working capital finance, trade services, transactional services, cash management, etc. The bank is
also a leading provider of structured solutions, which combine cash management services with
vendor and distributor finance for facilitating superior supply chain management for its corporate
customers. Based on its superior product delivery / service levels and strong customer
orientation, the Bank has made significant inroads into the banking consortia of a number of
leading Indian corporates including multinationals, companies from the domestic business
houses and prime public sector companies. It is recognised as a leading provider of cash
management and transactional banking solutions to corporate customers, mutual funds, stock
exchange members and banks.
Retail Banking Services
The objective of the Retail Bank is to provide its target market customers a full range of financial
products and banking services, giving the customer a one-stop window for all his/her banking
requirements. The products are backed by world-class service and delivered to the customers
through the growing branch network, as well as through alternative delivery channels like ATMs,
Phone
Banking,
NetBanking
and
Mobile
Banking.
The HDFC Bank Preferred program for high net worth individuals, the HDFC Bank Plus and the
Investment Advisory Services programs have been designed keeping in mind needs of customers
who seek distinct financial solutions, information and advice on various investment avenues. The
Bank also has a wide array of retail loan products including Auto Loans, Loans against
marketable securities, Personal Loans and Loans for Two-wheelers. It is also a leading provider
of Depository Participant (DP) services for retail customers, providing customers the facility to
hold their investments in electronic form.
HDFC Bank was the first bank in India to launch an International Debit Card in association with
VISA (VISA Electron) and issues the Mastercard Maestro debit card as well. The Bank launched
its credit card business in late 2001. By September 30, 2005, the bank had a total card base (debit
and credit cards) of 5.2 million cards. The Bank is also one of the leading players in the
"merchant acquiring" business with over 50,000 Point-of-sale (POS) terminals for debit / credit
cards acceptance at merchant establish.
Treasury
Within this business, the bank has three main product areas - Foreign Exchange and Derivatives,
Local Currency Money Market & Debt Securities, and Equities. With the liberalization of the
financial markets in India, corporates 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. To comply with statutory reserve requirements, the bank is
required to hold 25% of its deposits in government securities. The Treasury business is
responsible for managing the returns and market risk on this investment portfolio.
AWARDS and ACHIEVEMENTS- BANKING SERVICES
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. The Asset magazine named HDFC Bank "Best Cash Management Bank" and "Best
Trade Finance Bank" in India, in 2006.HDFC Bank named the "Most Customer Responsive
Company - Banking and Financial Services in The Economic Times - Avaya Global
Connect Customer Responsiveness Awards 2005". HDFC Bank has been named Best
Domestic Bank in India in The Asset Triple A Country Awards 2005. In 2004, HDFC Bank was
selected by BusinessWorld as "One of India's Most Respected Companies" as part of The
Business World Most Respected Company Awards 2004. In 2004, HDFC Bank won the award
for "Operational Excellence in Retail Financial Services" - India as part of the Asian Banker
Awards 2003.
Asiamoney AWARDS:
2006
Business Today
Forbes Magazine
Businessworld
The Asset
Magazine's Triple A
Country Awards
Asiamoney Awards
CREDIT RATING
HDFC Bank has its deposit programmes rated by two rating agencies - Credit Analysis &
Research Limited. (CARE) and Fitch Ratings India Private Limited. The bank's Fixed Deposit
programme has been rated 'CARE AAA (FD)' [Triple A] by CARE, which represents instruments
considered
to
be
"of
the
best
quality,
carrying
negligible
Investmentrisk".
CARE has also rated the bank's Certificate of Deposit (CD) programme "PR 1+" which
represents "superior capacity for repayment of short term promissory obligations". Fitch Ratings
India Pvt. Ltd. (100% subsidiary of Fitch Inc.) has assigned the "tAAA ( ind )" rating to the
bank's deposit programme, with the outlook on the rating as "stable". This rating indicates
"highest
credit
quality"
where
"protection
factors
are
very
high".
HDFC Bank also has its long term unsecured, subordinated (Tier II) Bonds of Rs.4 billion rated
by CARE and Fitch Ratings India Private Limited. CARE has assigned the rating of "CARE
AAA" for the Tier II Bonds while Fitch Ratings India Pvt. Ltd. has assigned the rating
"AAA( ind )" with the outlook on the rating as "stable". In each of the cases referred to above,
the ratings awarded were the highest assigned by the rating agency for those instruments.
CORPORATE GOVERNANCE RATING
The bank was among 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). The rating provides an independent assessment of an entity's current
performance and an expectation on its "balanced value creation and corporate governance
practices" in future. The bank has been assigned a 'CRISIL GVC Level 1' rating, which indicates
that the bank's capability with respect to wealth creation for all its stakeholders while adopting
sound corporate governance practices is the highest.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.
UNAUDITED FINANCIAL RESULTS FOR THE QUARTER AND NINE MONTHS
ENDED DECEMBER 31, 2007
HDFC BANK LTD (NYSE)
HDB
99.51
-1.38
(-1.37%)
Vol. 223,154
16:02 ET
0
25,192.15
0
0
0
0
0
25,192.15
0
0
0
1,119.71
0
4,107.97
0
30,419.84
Preferred Stock
Common Stock (Par)
Capital Surplus
Retained Earnings
Other Equity
Treasury Stock
Total Shareholder's Equity
Total Liabilities & Shareholder's Equity
Total Common Equity
Shares Outstanding
Book Value Per Share
0
0
0
0
0
0
74.10
70.40
71
65.20
88.60
701.30
602.60
591.20
288.60
2,785.70 568.50
411.10
295.10
208.70
0
176
158.50
173.80
156.80
0
0
0
0
0
2,874.30 1,519.90 1,242.60 1,131.10 719.30
33,294.15 23,507.70 17,782.60 12,137.90 9,834.90
102,873.30 1,519.90 1,242.60 1,131.10 719.30
117.80
106.40
103.20
103.20
94.20
873.29
14.28
12.04
10.96
7.64
Mar ' 08
Income :
Operating
Income
Expenses
Financial
Expenses
Personnel
Expenses
Selling
Expenses
Adminstrative
Expenses
Expenses
Capitalised
Operating
Expenditure
Operating
Profit
Other
Recurring
Income
Adjusted
PBDIT
Provisions
Made
Depreciation
Other Write
offs
Earnigs Before
Appropriation
Equity
Dividend
Preference
Dividend
Dividend Tax
Retained
Earnings
3,723.86 2,970.15
4,887.12
3,179.45 1,929.50
1,315.56 1,211.05
1,301.35
776.86
486.82
276.67
204.09
114.73
74.88
80.85
54.95
37.06
2,247.48
1,519.32 1,424.59
785.93
621.41
0.00
0.00
0.00
0.00
8,550.68
5,550.51 3,921.76
2,433.11
2,073.61
3,803.73
2,752.83 1,645.91
1,290.75 896.54
43.04
102.96
20.76
59.26
3,846.77
2,855.79 1,677.29
1,311.51
955.80
1,294.67
754.90
0.00
0.00
16.70
271.72
219.60
178.59
144.07
125.72
0.00
241.09
245.16
188.06
93.22
3,522.15
2,596.12 1,473.12
1,070.62 865.63
301.27
223.57
172.23
140.07
100.05
0.00
0.00
0.00
0.00
0.00
51.20
38.00
24.16
19.64
12.82
3,169.68
2,334.55 1,276.73
910.91
752.76
0.00
31.38
The reportable primary segments have been identified in accordance with the Accounting
Standard on Segment. Reporting (AS-17) issued by the Institute of Chartered Accountants of
India (ICAI).
The Bank operates in three segments: retail banking, wholesale banking and treasury services.
Segments have been identified and reported taking into account, the target customer profile, the
nature of products and services, the differing risks and returns, the organization structure and the
internal business reporting systems.
NOTES:
1. The above results have been approved by the Board at its meeting held on January 11, 2008
2. During the quarter and the nine months ended December 31, 2007, the Bank allotted 774,600
shares and 2,007,000 shares respectively pursuant to the exercise of stock options by certain
employees.
3. During the quarter ended December 31, 2007, the bank granted 3586500 stock options under
its scheme titled ESOS VIII and 3046800 stock options under its scheme titled ESOS IX to
its employees. The grant price of these options is Rs. 994.85, being the closing market price as
on the working day immediately preceding the date of grant of options.
4. Other income relates to income from non-fund based banking activities including commission,
fees, foreign exchange earnings, earnings from derivative transactions and profit and loss
(including revaluation) from investments.
5. Provision for Taxes includes Rs. 375 lacs and Rs. 1200 lacs towards provision for fringe
benefit tax (FBT) for the quarter and the nine months ended December 31, 2007, respectively.
6. During the quarter ended December 31, 2006, the Bank raised Rs. 47850 lacs as Upper Tier II
capital in the form of subordinated bonds.
7. As on December 31, 2007, the total number of branches (including extension counters) and the
ATM network stood at 583 branches and 1471 ATMs respectively.
8. Previous period figures have been regrouped/reclassified wherever necessary to conform to
current period's classification.
9. The above results for the quarter and the nine months ended December 31, 2007, have been
subjected to a Limited Review by the auditors of the Bank, as per the listing agreements with
Bombay Stock Exchange Limited and The National Stock Exchange of India Limited.
Share holding pattern
Share Holding Pattern as on : 31/03/2008
Face Value
10.00
No. Of
%
Shares
PROMOTER'S HOLDING
Indian Promoters
Sub Total
31/12/2007
10.00
No. Of
%
Holding Shares
82443000 23.26
82443000 23.26
30/09/2007
10.00
No. Of
%
Holding Shares
Holding
82443000 23.28
82443000 23.28
82443000
82443000
23.33
23.33
11985976
10068939
94087619
116142534
3.39
2.84
26.57
32.80
14521101
9509009
91188180
115218290
4.11
2.69
25.80
32.60
28598234 8.08
6019811 1.70
3841342 1.08
78110019 22.06
116569406 32.92
38920380 10.99
354075320 100.00
28877678
6039388
2638101
78996570
116551737
39238893
353451920
8.17
1.71
0.75
22.35
32.98
11.10
100.00
Capital Structure
From
To Year Class Of
Year
2007
2006
2005
2004
2003
2002
2001
2000
1999
1995
1994
2008
2007
2006
2005
2004
2003
2002
2001
2000
1999
1995
Authorized Issued
Paid Up
Paid Up
Paid Up
Share
Capital
Capital
Shares
Equity Share
Equity Share
Equity Share
Equity Share
Equity Share
Equity Share
Equity Share
Equity Share
Equity Share
Equity Share
Equity Share
(Crores)
550.00
450.00
450.00
450.00
450.00
450.00
450.00
300.00
300.00
300.00
300.00
(Crores)
354.43
319.39
313.14
309.88
284.79
282.05
281.37
243.60
243.28
200.00
110.00
(Nos)
354432920
319389608
313142408
309875308
284791713
282045713
281374613
243596261
243278261
200000000
110000000
10
10
10
10
10
10
10
10
10
10
10
(Crores)
354.43
319.39
313.14
309.88
284.79
282.05
281.37
243.60
243.28
200.00
110.00
Products
Products &
& Services.
Services.
PERSONAL BANKING
SAVINGS ACCOUNT
1) Regular savings a/c:
An easy-to-operate savings account that allows you to issue cheques, draw Demand Drafts and
withdraw cash. Check up on your balances from the comfort of your home or office through
NetBanking, PhoneBanking and MobileBanking.
Features & benefits
Wide network of branches and over thousand ATMs to meet all your banking needs no
matter where you are located.
Bank conveniently with facilities like NetBanking and MobileBanking- check your
account balance, pay utility bills or stop cheque payment, through SMS.
Never overspend- Shop using your International Debit Card that reflects the actual
balance in your savings account.
Avail of facilities like Safe Deposit Locker, Sweep-In and Super Saver facility on your
account.
Access a wide network of branches and over a thousand ATMs across the country to meet
all your banking needs.
Use the Free Electronic Funds Transfer (EFT) facility to transfer funds from your HDFC
Bank account to an account in another Bank at the locations as specified by RBItry to
meet all your banking needs.
Enjoy Free IVR based PhoneBanking. (Agent assisted calls will be charged*)
9 Free Cash withdrawals per Quarter at Branch and HDFC Bank ATMs.
The Retail Trust Account is beneficial for Trusts and Societies as it earns them a higher
interest as compared to a conventional Current Account that offers no interest.
Features & benefits
Avail of Free Outstation Cheque Collection at HDFC Bank locations across the country.
Enjoy free DD's payable on HDFC bank locations up to a limit of Rs. 50,000/- per DD,
per day.
Payable at Par Cheque facility: At a nominal cost, you can avail a PAP cheque book of 25
leaves (Regular non-PAP cheque book come free of cost).
Avail of Special discounts on Foreign exchange transactions and Forex rates at most
branches across the country.
Structured Investment Program: Avail of the facility for investing surplus funds lying in
your account into Mutual Funds, RBI Bonds and other financial instruments through any
of our branches across the country.
4) SALARY ACCOUNT
a) Payroll salary a/c:
Features & benefits
Free Payroll Debit Card - (max cash withdrawal at ATMs- Rs 15,000/- and Rs 25,000 at
shopping avenues)
BillPay facility at Rs 25/- (plus taxes) per qtr. per Customer ID.
Up to 6 free ATM cash withdrawal transactions; thereafter Rs. 30/- per transaction.
Cheque book issuance @ charge of Rs.5 per leaf (only on request and this is not a
standard offering )
Free ATM Card with a withdrawal limit of up to Rs. 10,000/- per day.
Free facilities like Net Banking, Phone Banking and Mobile Banking.
Free International Debit card with ATM cash withdrawal limit of up to Rs. 15,000 and
Rs. 25,000 (non-cash) at shopping avenues.
Free issuance of Demand Drafts up to Rs. 25,000 per instrument, payable at branches
within the HDFC Banking network.
Free International Debit Card and Add-on Debit card for life.
Free Personal Insurance Accident cover up to Rs. 2,00,000/- on the Debit card.
Free Debit card withdrawals - max cash withdrawal at ATMs- Rs 25,000/- and Rs
50,000 (non-cash) at shopping avenues.
Free Demand Drafts up to Rs. 25,000 per instrument, per instrument payable at
branches within the HDFC Banking network.
inter-branch banking.
Enjoy preferential rates on Loans Against Shares, New Car Loans and Used Car Loans,
Consumer Loans and Personal Loans.
Use the Free Electronic Funds Transfer (EFT) facility to transfer funds from your
HDFC Bank account to an account in another Bank at the locations as specified by
RBI.
Enjoy Free IVR based PhoneBanking. (Agent assisted calls will be charged*).
Free Cash withdrawals per Month at Branch and HDFC Bank ATMs
Amounts in excess of Rs. 5,000/- over and above a balance of Rs. 10,000/- gets converted
into Fixed Deposits for a specified period in your child's name.
Free International Debit Card for your child (above 7 years of age) with a maximum
drawing capability of Rs. 2,500/- per day.
Free Education Insurance cover of up to Rs. 1,00,000/- for your child with every Kids
Advantage Account
Enjoy facilities such as NetBanking, PhoneBanking, BillPay, ATM facility, inter-city and
inter-branch banking.
All account holders can operate their account freely without worrying about their
minimum balance.
Family members with NRI status can also be part of the group.
Get 5 Free Cash withdrawal transactions on SBI ATMs per group per month.
Upto 2 free DD's/ MC's on HDFC Bank locations per account per month (max. up to Rs.
25,000/- per instrument per day).
Free International Debit Card for all account holders till the account is part of the Family
group. (NRO Accounts will be issued only ATM cards)
Free BillPay & InstaAlerts facility for all account holders till the account is part of the
Family Group.
CURRENT ACCOUNT:
1) Plus Current a/c:
In today's fast-paced world, your business regularly requires you to receive and send funds to
various cities in the country. HDFC Bank Plus Current Account gives you the power of inter-city
banking with a single account and access to more than 220 cities.
Free outstation cheque collection (non HDFC Bank location cheques will incur a
nominal charge).
Free limited NetBanking for checking balances in accounts.Full fledged Net Banking
can be availed of after completion of certain formalities.
FREE Demand Drafts (without any limit) payable at Mumbai, Delhi, Kolkata, Chennai,
Ahmedabad, Bangalore, Hyderabad, Trivandrum, Chandigarh, Bhopal, Nagpur, Jaipur,
Bhubaneshwar, Kanpur, Patna & Guwahati. At all other HDFC Bank Branch locations,
Demand Drafts will be issued Free up to a total of Rs.50 lacs per month, incremental to
be charged @ Rs.0.25 per Rs.1,000, minimum Rs.25/-, maximum Rs.5,000.
These drafts are available free only from the Home Branch
Free
Funds
Transfer-
Huge
savings!
You can transfer funds absolutely FREE across all locations, except Dahej, in the HDFC
Bank
network
upto
total
value
of
Rs.100
lakhs
per
month.
any incremental amount above Rs.100 lakhs will be charged @ Rs. 0.50 /Rs.1000.
Easy cash deposit and withdrawal. You can avail of the service FREE, at home branch,
as per the branch's discretion. At non-home branches within the same city, you can
withdraw cash up to Rs.50,000/-, but cash deposits are allowed to account-holder (self)
only, upto Rs.100,000/- per day at a charge of Rs.2/- per Rs.1,000/-.
banking
with
single
account.
From special cheques that get treated at par with local ones in any city where we have a branch,
to free** collection of outstation cheques (payable at branch locations), to free inter-city funds
transfers of up to 25 lakhs, our priority services have become the benchmark for banking
efficiency.
Features & benefits
FREE ATM Card to access your account from the wide network of HDFC Bank ATMs,
across the country.
Automatically transfer funds from your Fixed Deposit to your Current Account in times
of need
FREE Funds Transfer* across all locations in the HDFC Bank network up to a total
value of Rs. 10 lacs per month, (except Dahej), any incremental amount above Rs.10
Lacs will be charged @ Rs.1.50 per Rs.1000/-
Enjoy FREE 24-hour PhoneBanking, NetBanking and MobileBanking that helps you
check your balance, find out the status of your cheque or stop cheque payment.
Sweep-In Account With the Sweep-In Facility you can automatically transfer funds from
your Fixed Deposit to your Current Account in times of need.
No more paperwork, no more receipts to keep track of - a hassle-free account that allows you
to deposit the reimbursements you receive from your company on a monthly basis.
How to Open a Reimbursement Account
Procure an Account Opening Document (AOD) from HDFC Bank. (If you have just
joined, first request your company to open up a Salary Account for you).
Mention your Salary Account number and your Debit Card number on the AOD so that
your Debit card can be linked to both, your Salary Account as well as your new
Reimbursement Account.
Choose from either your Salary Account or your Reimbursement Account when
withdrawing cash from HDFC Bank ATMs.
Receive half-yearly statements of all your reimbursements, thus doing away with filing
individual receipts.
Receive a separate cheque book (on request) for your Reimbursement Account
6) RFC-Domestic a/c:
How to Open a RFC Domestic Account
Open your account with an initial amount as per the following-US Dollar = 250 | Great
Britain Pound = 200 | Euro = 250 and maintain an Average Quarterly Balance of the same
amount.
FIXED ACCOUNT
Super saver a/c:
Features & benefits
It's like two Accounts working in tandem to give you better returns.
Choose between a Savings Account or Current Account to link to your Fixed Deposit.
Avail an overdraft facility to supplement your household or business needs
Pay back with interest only on the drawn amount, while the remaining Fixed Deposit continues
to earn you interest.
Flexibility in altering period of deposit, maturity and payment instructions, principal amount and
rollover mode.
Sweep in a/c:
Features & benefits
Choose between a Savings Account or Current Account to link to your Fixed Deposit.
Earn higher interest on the money till it is swept-in, while the remaining Fixed Deposit
continues to earn you interest.
Only an exact amount required to make up for the deficit in the Savings account is
withdrawn from your Fixed Deposit (units of Re. 1/-) thereby minimising interest loss.
Flexibility in altering the period of deposit, maturity and payment instructions, principal
amount and rollover mode.
DEMAT ACCOUNT:
HDFC BANK is one of the leading Depository Participant (DP) in the country with over 8 Lac
demat accounts.
HDFC Bank Demat services offers you a secure and convenient way to keep track of your
securities and investments, over a period of time, without the hassle of handling physical
documents that get mutilated or lost in transit.
HDFC BANK is Depository particpant both with -National Securities Depositories Limited
(NSDL) and Central Depository Services Limited (CDSL).
LOANS
PERSONAL LOAN
Features & benefits
Customer privileges
HOME LOAN
Features & benefits
Home Loan - We offer home loans for individuals to purchase (fresh / resale) or
construct houses. Home loans can be applied for individually or jointly. HDFC finances
up to 85% maximum of the cost of the property (Agreement value + Stamp duty +
Registration charges).
Home Improvement Loan - HIL facilitates internal and external repairs and other
structural improvements like painting, waterproofing, plumbing and electric works, tiling
and flooring, grills and aluminium windows. HDFC finances up to 85% of the cost of
renovation (100% for existing customers).
Home Extension Loan - HEL facilitates the extension of an existing dwelling unit. All
the terms are the same as applicable to Home Loan.
Land Purchase Loan - Be it land for a dream house, or just an investment for the future,
HDFC Land Purchase Loan is a convenient loan facility to purchase land. HDFC finances
up to 70% of the cost of the land (Conditions Apply). Repayment of the loan can be done
over a maximum period of 10 years.
Choose from Fixed Rate or Floating Rate with options to structure your loan as Partly
Fixed or Partly Floating.
Loan cover Term Assurance Plan - HDFC Standard Life Insurance Company Ltd. offers
an insurance plan*, which is designed to ensure that life's uncertainties do not affect your
family's interests and your precious home. LCTAP provides a lump-sum payment on the
unfortunate demise of the life assured.
Borrow up to 3 times your annual salary (for salaried professionals) and 6 times your
annual income (for self employed professionals).
Attractive car loan plans - To Fastrack your loan, just choose the plan that is right for
you.
Borrow up to 3 times your annual salary (for salaried professionals) and 6 times your
annual income (for self employed professionals).
Attractive car loan plans - To Fastrack your loan, just choose the plan that is right for
you.
Additional loan on existing loan - If you are a existing HDFC Bank Auto loan customer
with a clear track record of 12 months or more, then you can get an additional loan to the
extent of your existing loan amount at attractive rate of interest.
Flexible repayment options, ranging from 12 to 48 months available even at the point of
purchase
Repay through post-dated cheques with easy EMIs. Calculate your EMI
Need extra cash? Want a lower rate of interest than a personal loan? Have a car to
yourname?
With HDFC Bank's Overdraft Against Car, one can get an overdraft against car and utilise the
money for personal or business needs.
Features & benefits
Overdrafts available on cars hypothecated with the bank and up to 9 years old.
Loans ranging from Rs. 50,000 to Rs. 7 lacs depending on your needs.
EXPRESS LOAN
House repairs? School admission? Sister's wedding? HDFC Banks now offer Express Loans
to help fulfill all these needs. The procedure is simple, documentation is minimal and approval is
quick.
Features & benefits
Borrow from Rs. 10,000/- to 75,000/- for any purpose depending on your needs.
Mutual Fund units* - Mutual Funds up to 50% of NAV (Net Asset Value). See
approved Mutual Fund Schemes.
Flexibility to choose between an EMI based loan or an Overdraft - We also offer to you
overdraft against your self-occupied residential or commercial property and you save
money by paying interest only on the amount utilized.
HDFC a bank with substantial appetite for recognised credits., they have a team of customerdriven relationship managers with wide industry experience in various segments. HDFC provide
working capital finance by way of cash credit or loans suitably structured for the transporter to
fund day-to-day operations like fuel, tyre replacement, repairs, salary, maintenance, etc.
Widely accepted
Accepted at over 110,000 merchant establishments across India and Nepal and close to 18
million merchant establishments around the world.
GOLD CREDIT CARD
Features & benefits
Upto5%cashbackonairticketing
Get a whopping 5% cash back on any domestic air ticket purchased with HDFC Bank Gold
Credit Card directly from the Airline Company's website, for transactions above
Rs 10000. For transactions up to Rs 10000, get 2.5% cashback.
5% cashback on train ticketing
Get 5% cashback on railway tickets purchased with your HDFC Bank Gold Credit Card at the
Indian Railway.
Discounts on hotel tariff
A whopping 50% discount on hotel stays across India and abroad, through complimentary Silver
Benefit membership to the International Business Traveller's Club. You are also eligible for up to
50% discounts for car rentals from Hertz-Rent-a-Car, through the IBTC membership.
Insurance benefits
HDFC Banks provide air accident cover of Rs.25 lakhs, rail/road accident cover of Rs 3 lakhs
and accidental hospitalisation cover of Rs 50,000 absolutely free on the card.
Greater reward points
With the HDFC Bank Gold Credit Card you earn 2 reward points for every Rs. 100 spent on the
card.
Cash Advance
Just step into any one of our ATMs or VISA Member ATMs and withdraw cash up to 30% of
your credit limit at a very nominal charge.
Accidental Death
In case of death in an air accident your nominated next of kin will receive a compensation of
Rs.2,00,000. And in case of death in a rail or road accident, your nominated next of kin will
receive a compensation of Rs.1,00,000.
HEALTH PLUS CREDIT CARD
Imagine a Credit Card that takes care of your financial health as well as your family's health and
fitness. This is not just a card but a guarantee of a healthy and secure future.
Features & benefits
Cashless Mediclaim
This card comes with a free cashless mediclaim cover of Rs.50,000 plus a critical illness cover of
Rs.1.5 lakhs. The critical illness cover includes open heart surgery, cancer, kidney failure and
vascular stroke. You can avail cashless mediclaim facility at any of more than 3000 networked
hospitals of the Third Party Administrator (TPA) across the country.
Extra protection for your family-Add-on FloatCover
You have the option of extending the Rs.50,000 mediclaim plus the critical illness cover of
Rs.1.5 lakhs cover to the add-on cardholders, be it your spouse, children, brothers or sisters.
What's more, the add-on cardholders can also avail the discounts at participating hospitals.
Protection through insurance
The HDFC Bank Health Plus International Credit Card offers you a comprehensive insurance
package at no additional cost. In case of death in an air accident, the nominated kin will receive a
compensation of Rs.10 lakhs. In the case of a rail or road accident the nominated kin will receive
a compensation of Rs.2 lakhs.
Cash Advance
Just step into any one of our ATMs or any ATM displaying MasterCard logo or Maestro Cirrus
logo and withdraw cash up to 30% of your credit limit at a very nominal charge (Please refer to
the Schedule of charges).
Third Party Administrator(TPA)
The TPA is an intermediatery between the hospital, the Insurer and the cardmember. Under the
TPA system, the mediclaim policyholders need not pay the medical bills upfront. Instead the
settlement is to be done between the hospital and the TPA. For the customer, medical expenditure
becomes a cashless transaction. For the HDFC Bank Health Plus International Credit Card, the
insurer United India Insurance company (UIIC) has appointed Family Health Plan Limited
(FHPL) as the TPA.
DEBIT CARDS
What if you could carry your bank account with you? HDFC Bank Debit Cards give you
complete and instant access to the money in your accounts without the risk or hassle of carrying
cash. Choose from:
1)
Daily Limits: Rs. 15000 at ATMs for Withdrawal and Rs. 25000 at merchant
establishments for shopping.
Access your bank account at over 8,00,000 Visa/Maestro/Cirrus ATMs in India and
abroad.
Shop at more than 3,50,000 outlets in India and 13 million worldwide. The amount is
debited directly to your account.
Use your card overseas. Your account is debited in Rupees regardless of the currency in
which you spend.
Specialised Services: A unique service number will be available for Woman's Debit Card
customers to avail information / booking for the services listed ahead. Just call, quote your card
number and use any of the services.
Entertainment assistance :
Dining Referral and Reservation Assistance
Flower & Gift Delivery
Movie Tickets
Home assistance:
Financial Planning & Advisory Services Assistance
Electrical & Electronic Gadget Repair Assistance
Pest Control Assistance
Home Cleaning Assistance
Wellness :
Medical Check Up Packages
Nursing Care Arrangement
0 % petrol surcharge at select Petrol pumps*: As a Gold Card holder, any petrol surcharge
levied on your Card at any petrol pump in India will be reversed in the subsequent month.
Insurance cover*: The following are included in the insurance covers:
Death Cover by Air / Road - Sum assured Rs. 5,00,000
Fire & Burglary for the items purchased under Debit Card (upto 6 months) - Sum assured Rs.
50,000
Loss of Baggage Insurance - Sum assured Rs. 20,000.
PREPAID CARDS
ForexPlus Card
HDFC Bank brings you the ForexPlus Travel Card - a pre-paid traveller's card designed to give
you
secure
and
hassle-free
travel
experience.
No more chasing moneychangers. Or paying transaction charges for shopping abroad. The
ForexPlus Travel Card is ideal for travelers since it can be blocked if stolen and reloaded, while
you are still abroad! In fact, it is the perfect answer to all your foreign exchange needs.
The ForexPlus Travel Card is:
Can be used to withdraw cash at 24 hour VISA ATMs anywhere in the world.
GiftPlus Card
The card has been packaged to suit any gifting occasion and is available for any denomination of
your choice. It gives gifting the personal touch that we all desire and also gives the beneficiary
the freedom to choose the way they want to use it!
Features & benefits
More personal than cash Most often than not, we run short of time or ideas to gift - we
then make do with gifting cash! This card with
personal than cash, as it reflects the thought and effort that has gone behind the gift.
Freedom of choice While the card is more personal than cash, it also allows the
cardholder (the beneficiary ) the freedom to choose their own gift. Shop , dine, party - the
cardholder can use the card just the way he/she wants. This is the freedom this card gifts
the user.
Ease of usage Giftplus card is a Visa card and can hence be used at any Visa affiliated
merchant outlet , both in India and abroad. This gives worldwide usage access to over
more then 13 million merchant establishments.
Mutual funds
Mutual funds are funds that pool the money of several investors to invest in equity or debt
markets. Mutual Funds could be Equity funds , Debt funds or balanced funds.
Funds are selected on quantitative parameters like volatality, FAMA Model, risk adjusted returns,
rolling return coupled with a qualitative analysis of fund performance and investment styles
through regular interactions / due diligence processes with fund managers.
Advantages of investing into a Mutual Fund
A large part of the success of mutual funds is also the advantages they offer in terms of
diversification, professional management and liquidity.
Flexibilty - Mutual Fund investments also offers you a lot of flexibility with features such as
systematic investment plans, systematic withdrawal plans & dividend reinvestment.
Affordability - They are available in units so this makes it very affordable. Because of the large
corpus, even a small investor can benefit from its investment strategy.
Liquidity - In open ended schemes, you have the option of withdrawing or redeeming your
money at any point of time at the current NAV.
Diversification - Risk is lowered with Mutual Funds as they invest across different industries &
stocks.
Professional Management - Expert Fund Managers of the Mutual Fund analyse all options
based on experience & research.
Insurance
HDFC Bank offers a world of choice in insurance. one can now avail of Life - Insurance plans
from HDFC Standard Life Insurance.
Life Insurance
Unit Linked Insurance Plans
For
your
child:
Give your children a head start by growing your savings. Invest in HDFC Unit Linked Young
retirement
Earn a pension for life by maximizing your returns. Invest in HDFC Unit Linked Pension.
For
the
long-term
Invest in a savings plan with a long-term horizon and get life cover too. Invest in HDFC Unit
Linked Endowment.
Conventional Insurance Plans
To
realize
your
child's
goals
Make your child's dreams come true by investing in a plan that fetches a lump sum amount at
maturity. Invest in HDFC Children's Plan.
For
long-term
horizon
Invest in HDFC Savings Assurance Plan which is a pure investment product having tax sops of
an insurance product.
For
cash
flow
Get cash lump sums at regular intervals to meet your financial needs. Invest in HDFC Money
Back Plan.
Term Assurance Plan
For
life
cover
Secure the future of your loved ones by providing for their financial security. Buy HDFC Term
Assurance Plan .
Financial Planning
The Financial Planning service is offered as an option to long term investors. The portfolio is
advised on in a passive investment style with the asset category as mutual funds. The planner is
suitable for investors who wish to take a asset allocation based, long term investment outlook,
ignoring the short term volatalities of financial markets.
Financial Planning takes into account:
Building cash flows correlating all expenses and income. Inflation and outflows due to
loans are considering in building the financial plan
Future goals like retirement, housing and children's education / marriage or other needs
Mudra is great value for money. These 24 K Gold Bars are made in Switzerland and come with
an Assay certification, signifying the highest level of purity as per international standards.
Convenience
Mudra Gold Bars are currently available in 5 g, 10 g* and 50 g* weight. The Gold Bars are
presented in tamper-proof certicard packs.
Price
Mudra Gold Bars are competitively priced based on the daily prices in the international bullion
market. The price is inclusive of customs duty and other charges involved in the retailing of gold
bars.
Travellers Cheques
Foreign Currency
Drafts
Cheque Deposits
Remittances
Cash to Master
Trade Services
Locator
PAYMENT SERVICES
With HDFC Bank's payment services, one can bid goodbye to queues and paper work. Our range
of payment options make it easy for you to pay for a variety of utilities and services.
NetSafe: Now shop online without revealing your HDFC Bank Credit Card number.
BillPay: Pay your telephone, electricity and mobile phone bills at your convenience. Through the
Internet, ATMs, your mobile phone and telephone - with BillPay, our comprehensive bill
payments solution.
InstaPay: Pay your bills, make donations and subscribe to magazines without going through the
hassles of any registration.
DirectPay: Shop or Pay bills online without cash or card. Debit your account directly with our
DirectPay service!
Visa Money Transfer: Transfer funds to any Visa Card (debit or credit) within India at your own
convenience through HDFC Bank's NetBanking facility.
e-Monies National Electronic Funds Transfer: Transfer funds from your account to other Bank
accounts across India - FREE of cost!
Online Payment of Excise & Service Tax: Make your Excise and Service Tax payments at your
own convenience through HDFC Bank's NetBanking facility.
PRIVATE BANKING
HDFC Bank offers Private Banking services to high net worth individuals and institutions. Our
team of seasoned financial and investment professionals provide objective guidance backed by
thorough research and in-depth analysis keeping in mind your financial goals.Multiple
Recognition from Euromoney: At HDFC Bank, we have always strived towards providing
exceptional service to each of our esteemed customers. As testament to this dedication, we have
earned the following ranks in a recently conducted Euromoney Survey. Rated as the Best
Private Bank in the Super Affluent Category in India.
NRI BANKING
Cluster Deposit:
Your NRO Deposit is held in clusters of Re.1, thus allowing you to encash part of the
deposit amount, making it possible for you to withdraw part of the deposit before the
maturity date, while the balance continues to earn interest at the contract rate.
WHOLESALE BANKING
CORPORATES
Corporate Banking reflects HDFC Bank's strengths in providing our corporate clients in India, a
wide array of commercial, transactional and electronic banking products. We achieve this
through innovative product development and a well-integrated approach to relationship
management.
LARGE CORPORATES
We offer blue chip companies in the India, a full range of client-focused corporate banking
services, including working capital finance, trade and transactional services, foreign exchange
and cash management, to name a few. The product offerings are suitably structured taking into
account a client's risk profile and specific needs. Based on our superior product delivery, industry
benchmark service levels and strong customer orientation, we have made significant inroads into
the formal banking consortia of a number of Indian companies including multinationals,
domestic business houses and prime public sector companies.
Funded Services
Working Capital Finance
Bill Discounting
Export Credit
Non Funded Services
Letter of Credit
Collection of Documents
Value Added Services
Syndication Services
Real Time Gross Settlement
Cash Management Services
Channel Financing
Vendor Financing
Corporate Salary Accounts
Reimbursement Account
Bank Guarantees
Forex Desk
Money Market Desk
Derivatives Desk
Employees Trusts
Cash Surplus Corporates
Tax Collection
Bankers to Right/Public Issue
Internet Banking
array of services and supply chain solutions help in seamless transfer of funds, faster delivery of
goods and reduction of processing costs. And all this from our website or our revolutionary
ENet service
Agricultural Lending
Everyone who is involved in agricultural industry knows that the business is not usual. Each
agribusiness faces different challenges and has unique needs. From the fluctuating cash flows to
the unpredictability of the weather, managing a successful agribusiness requires a distinctive
approach.That's why the HDFC Bank has solutions that are chiefly dedicated to agribusiness.
Funded Services
Funded Services from HDFC Bank are meant to directly bolster the day-to-day working of a
small and a medium business enterprise. From working capital finance to credit substitutes; from
export credit to construction equipment loan - we cater to virtually every business requirement of
an SME.
Non-Funded Services
Under Non-Funded services HDFC Bank offers solutions that act as a catalyst to propel your
business. Imagine a situation where you have a letter of credit and need finance against the same
or you have a tender and you need to equip yourself with a guarantee in order to go ahead. This
is exactly where we can help you so that you don't face any roadblocks when it comes to your
business.
Specialised Services
HDFC Bank is one of the most trusted entities when it comes to specialised services like selling
of precious metals to customers. Under specialised services you can also avail customised
control of your value chain through our internet banking platform.
Value Added Services
There is a plethora of services that we offer under value added services. There's corporate salary
account which ensures smooth payment methods to your staff. You can avail an assortment of
credit cards and debit cards from our merchant services.
Internet Banking
Internet banking is a revolutionary service under the banking sector and HDFC Bank is a
forerunner in providing you with this service. We provide state-of-the-art payment gateway
services to industries and companies in order to ease transaction processing. This in turn
enhances the credibility of your business and makes banking extremely cost-efficient.
Financial Institutions & Trusts
HDFC Bank provides correspondent bank services to Co-operative Banks, Private Banks,
Foreign Banks & RRB's. Banks can leverage HDFC banks branch network , technology and
product capability. We have a wide range of products engineered to suit the needs of the banking
sector this is backed up by a dedicated Relationship Management Team and dedicated servicing
department. Institutions need a bank that uses its financial skills to streamline performance and
build business. Therefore we at HDFC Bank focus on responding to the unique environments of
each and every client, configuring our core capabilities to satisfy those needs within locations or
sectors.
Government Sector
HDFC Bank acts as an active medium between the government and the customers by means of
various services. These services include:
Tax Collection wherein customers can directly pay their taxes like Direct taxes, Indirect taxes
and Sales Tax collections at their local HDFC Bank.
E-Ticketing - Helps the customer by providing him a direct access to book a Railway Ticket
online and get it home delivered.
Opening of L/C's is done by the bank on behalf of Government of India, Mints and Presses, thus
facilitating imports for the Government.
Collection of levies and taxes on behalf of Municipal Corporations i.e. Kalyan -Dombivli
Municipal Corporation, is undertaken by the Bank.
Disbursement of Pension to retired Employees of Central Govt and Defence is directly done by
HDFC Bank along with the disbursement of pension to the members of EPFO (Employees
Provident Fund Organization).
Electronic Collection of fees on behalf of DGFT is done by the bank too.
Market Research.
I
PROBLEM DEFINITION/OBJECTIVE
Primary objective:
To study the perception of customers about HDFC Bank via intra products comparison &
How HDFC Bank differentiates its products and services.
Secondary objective:
1. To do a comparative study of various attributes of HDFC Bank products and services.
Examine the psychographics of potential HDFC Bank users and non users
To judge awareness level HDFC Bank products & services, amongst people.
HDFC Banks' Annual Report and products & services of HDFC bank collected from internet.
The only way this project could have been done was' by collecting primary data from the
common man For this purpose a detailed structured questionnaire was made and tested before
being put to use.
IV) Sampling Design
a) Target Segment: - Those customers who are the users of HDFC Bank especially corporates.
b) Time boundary: 2nd May 2008 to 30th June 2008.As these people can be met only at offices,
Banks, ATMs and shopping complex during bank working hours, I took their interviews from
10. 00 AM to 6. 00 PM .on weekdays.
C) Characteristics: - To know the perception of customers for using HDFC Bank products &
services
d) Environmental condition: Feasible in all possible economic scenarios.
e) Tools & Techniques: - SPSS package & Excel Sheet.
f) Who should be interviewed: -Major concern was to interview the right person, at the right
time and the right place.
g) Demographics of Respondents:Age
(20-50+) years
Occupations
Sex
Male or Female
Marital Status
Married or Single
101
Data
analysis.
I
FINDINGS:
Question no 1: How long have you been using a product of HDFC?
Output
Statistics
N
Valid
Missing
99
2
Mean
3.17
Median
2.00
Mode
Std. Deviation
Valid
Missin
g
<6
months
1
2
3
4
5
6
7
8
9
Total
System
2.511
Frequen
cy
Percent
Valid
Percent
Cumulative
Percent
6.9
7.1
7.1
26
17
14
10
5
7
4
4
5
99
25.7
16.8
13.9
9.9
5.0
6.9
4.0
4.0
5.0
98.0
26.3
17.2
14.1
10.1
5.1
7.1
4.0
4.0
5.1
100.0
33.3
50.5
64.6
74.7
79.8
86.9
90.9
94.9
100.0
2.0
total percentage of 67.67%.This means that from last four years HDFC is growing and it has
become more familiar to the public in private sector banking .But if you closely look at the piechart you can see the majority of the sample hold an account with HDFC only for an year.
Question no 2: Tick the most widely used product by you among the following.
Statistics
Valid
Frequency
8
4
Percent
7.9
4.0
Valid Percent
8.0
4.0
Cumulative
Percent
8.0
12.0
Mutual fund
7.9
8.0
20.0
Credit cards
19
18.8
19.0
39.0
SB/CA
57
56.4
57.0
96.0
Loans
4.0
4.0
100.0
100
99.0
100.0
1.0
101
100.0
Dmat
FD
Total
Missing
System
Total
Valid
Missing
100
1
Mean
4.25
Median
5.00
Mode
Std. Deviation
5
1.282
H
is
to
g
ra
m
F
req
u
n
cy
6
0
5
0
4
0
3
0
5
7
2
0
1
0
1
9
8
8
M
e
a
n
=
4
.
2
5
4
4
S
t
d
.
D
v
1
8
00
N
0
2
4
6
T
ic
k
th
e
m
o
s
tw
id
e
ly
u
e
p
o
d
u
c
tb
y
o
u
a
m
o
n
g
th
e
fs
o
ld
w
irn
g
Dmat
FD
Mutual Funds
Credit Cards
SB/CA/Sal
Loans
1
2
3
4
5
6
According to the data collected, on which the mean/median / std deviation analysis was run using
the SPSS tool , the median tends to indicate that the most widely used product in the sample size
is SB/CA/Sal a/c . This is indicated in the mean/median table and the histogram .this being an
ordinal scale median is the best measure.(refer to the histogram above)
Here we can also check how gender influences the choice of a product using the SPSS toolCompare means.
Report
Tick the most widely used product by you among the following
Sex
Male
Female
Total
Mean
4.25
4.37
4.27
N
80
19
Std. Deviation
1.307
1.116
Median
5.00
5.00
Skewness
-1.456
-1.641
99
1.268
5.00
-1.480
From the above table it can be inferred that the score of the two means are approximately similar
so gender does not quite influence the choice of the product. Though if you closely look at the
distribution of the male and female sample collected you can see a considerable difference in the
number but even that does not effect to the choice of the products made.
We can also look at it from a different perspective, which is the ANOVA(Analysis of variance)
H0: There is no significant difference between the two genders in choosing the product.
Against
H1: There is a significant difference between the two genders in choosing the product.
ANOVA Table
Sum of
Squares
Tick the most widely
used product by you
among the following *
Sex
Between
Groups
Within Groups
Total
(Combined)
Mean
Square
df
.215
.215
157.421
157.636
97
98
1.623
F
.133
Here we can conclude that the significance value is considerably more than (0.05) which says
that we can accept H0(null hypothesis).
Hence, there is no influence of gender in the choice of the product.
Statistics
N
Valid
Missing
100
1
Mean
1.16
Median
1.00
Mode
Std. Deviation
1
.707
Sig.
.716
Skewness
-1.640
Valid
Total
C
o
m
p
a
rin
t27.0%h
g
o
e
rb
a
n
k
p
r
o
d
u
c
t
s
,
h
e
p
r
o
d
u
t
c
s
o
f
H
D
F
C
ts
rtrio
lo
n
ig
g
y
d
s
tifiscfto
a
cryto
ry
1
iM
d
fn
a
rlytsa
c
o
y
.%
.0%
4
0 s
Cumulative
Percent
1.0
5.0
Frequency
1
4
Percent
1.0
4.0
Valid Percent
1.0
4.0
Satisfactory
68
67.3
68.0
73.0
Strongly satisfactory
27
26.7
27.0
100.0
100
99.0
100.0
Strongly dissatisfactory
Dissatisfactory
Total
Missing
.241
System
1.0
101
100.0
6
8
.0
%
Mean is almost equal to Median (1=1.16) here in the Q3.So we can conclude by saying the
that most of the customers of HDFC bank are satisfied with the products.
Question no 4: The service of which among the following products do you prefer in HDFC
Statistics
Valid
Missing
98
3
Mean
4.14
Median
5.00
Mode
Std. Deviation
1.308
Skewness
-.749
Valid
Dmat
FD
Mutual Funds
Credit Card
SB/CA
Loans
Total
.244
Frequency
3
14
Percent
3.0
13.9
Valid Percent
3.1
14.3
Cumulative
Percent
3.1
17.3
H
is
to
g
ra
m
8
7.9
8.2
25.5
23
22.8
23.5
49.0
41
40.6
41.8
90.8
8.9
9.2
100.0
98
97.0
100.0
3.0
101
100.0
Frequncy
5
0
4
0
3
0
2
0
1
0
M
e
a
n
=
4
.
1
S
t
d
.
D
v
3
0
8
0
N
9
8
0
2
4
6
T
h
e
s
rv
ic
e
o
fw
h
ic
a
m
n
e
fd
o
lc
w
in
g
p
ro
d
u
c
ts
d
o
y
o
u
p
ro
e
fg
rth
in
Missing
Total
System
Dmat
1
FD
2
Mutual Funds 3
Credit Cards
4
SB/CA/Sal
5
Loans
6
The analysis pertaining to Q4 , where in the mean = 4.14 and median = 5 , reveals that credit
cards and SB/CA/Sal A/C are clearly preferred in HDFC . Also it means to suggest that the
penetration of HDFC in this segment in much higher in the market . The data also suggests
that the most SB/CA/Sal A/C users of HDFC bank prefer the same banks Credit Card . This
also can be seen the HDFC has been successful in penetrating across the requirements of its
customers instead of loosing some of its services to competitors .
Question no 5: Basing on what parameters do you choose a product
Descriptive Statistics
N
Minimum
Basing on what
parameters do you
choose a product
99
Valid N (listwise)
99
Maximum
Mean
Std. Deviation
2.39
Statistics
N
Valid
Missing
98
3
Mean
4.14
Median
5.00
Mode
Std. Deviation
1.308
Skewness
-.749
.244
1.743
Valid
Dmat
FD
Frequency
3
14
Percent
3.0
13.9
Valid Percent
3.1
14.3
Cumulative
Percent
3.1
17.3
T
h
e
s
rv
ic
e
o
fw
h
ic
a
m
o
n
g
t
h
e
f
o
l
w
i
n
g
p
r
o
d
u
c
t
s
d
o
y
u
p
r
e
f
i
n
h
d
f
c
d
m
a
t
f
u
l
f
u
n
d
s
c
r
e
d
i
t
c
a
r
3
3
b
/ing
91
lM
o
a
4 s
Mutual Funds
7.9
8.2
25.5
Credit Card
23
22.8
23.5
49.0
SB/CA
41
40.6
41.8
90.8
Loans
8.9
9.2
100.0
98
97.0
100.0
3.0
101
100.0
Total
Missing
System
Total
8
4
1 2
3
Again looking at the median ,it being a ordinal scale we can conclude that customers look
from service when they want to choose a bank.You can clearly see that the service has
occupied more that 50% of the sample size,brand and features being the second important
factor for choosing a bank.
Question no 6
Analyze the performance of Credit Cards on the following parameters
Convenient ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ Not Convenient
Costly ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ Less costly
Efficient ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ __Less Efficient
Aware ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ ___ Not Aware
Low TAT ___ ___ ___ ____ _____ ___ ___ ___ ____ ____ ___ High
Descriptive Statistics
N
Minimum
Maximum
Mean
Std.
Deviation
Statistic
79
80
Statistic
1
1
Statistic
7
7
Statistic
5.59
4.59
Statistic
2.003
2.265
Statistic
-1.237
-.388
Std. Error
.271
.269
Efficient
80
5.49
1.987
-1.152
Aware
80
5.25
2.053
-.824
TAT
80
5.01
2.161
-.580
Valid N (listwise)
79
Convenient
Costly
Skewness
Kurtosis
Statistic
.184
-1.304
Std. Error
.535
.532
.269
.038
.532
.269
-.622
.532
.269
-1.197
.532
Statistics
Valid
Missing
Convenient
79
22
Costly
80
21
Efficient
80
21
Aware
80
21
7.00
5.00
6.50
6.00
Median
TAT
80
21
6.00
Convenient
Frequency
Valid
Not
Convenient(1)
2
3
4
5
6
Convenient(7)
Percent
Valid Percent
Cumulative
Percent
5.9
7.6
7.6
5
3
3
12
5
45
5.0
3.0
3.0
11.9
5.0
44.6
6.3
3.8
3.8
15.2
6.3
57.0
13.9
17.7
21.5
36.7
43.0
100.0
Costly
Valid
Valid
Costly(1)
Less
2Efficient(1)
23
34
Frequency
Frequency
136
8
36
111
137
45
56
Percent
Valid Percent
Percent
Valid Percent
12.9
16.3
5.9
7.5
7.9
10.0
5.9
7.5
3.0
3.8
10
4
10
28
6Less costly
Efficient(7)
1.0
10.9
6.9
12.9
1.3
13.8
8.8
16.3
39.6
50.0
9.9
4.0
9.9
27.7
40
12.5
5.0
12.5
35.0
Cumulative
Cumulative
Percent
Percent
16.3
7.5
26.3
15.0
30.0
16.3
43.8
25.0
60.0
37.5
65.0
50.0
100.0
100.0
Efficient
Aware
Frequency
Valid
Not
aware(1)
2
Percent
Valid Percent
Cumulative
Percent
6.9
8.8
8.8
4.0
5.0
13.8
5.0
6.3
20.0
12
11.9
15.0
35.0
7.9
10.0
45.0
5.9
7.5
52.5
38
37.6
47.5
100.0
Aware(7)
TAT
Frequency
Valid
Low
TAT(7)
6
Percent
Valid Percent
Cumulative
Percent
5.9
7.5
7.5
10
9.9
12.5
20.0
7.9
10.0
30.0
5.0
6.3
36.3
10
9.9
12.5
48.8
5.9
7.5
56.3
TAT(1)
35
34.7
43.8
100.0
Total
80
79.2
100.0
This question gives us a descriptive analysis of the credit cards of HDFC throughout the various
parameters of the credit cards The various tables gives us a n exhaustive but and easy way to
understand the perception of customers with respect to various parameters mentioned in the
question.Now if you look at the Bar-chart we can clearly say that customers look for
convenience as their major parameter in choosing a credit card. But they we can also see that
customers are not very ahppy with the rates of the credit card and they find it costly.This is a
bipolar scale where we are using a 7-point rating scale..
Question no 7: The sweep-in facility of FD is ___________ to the customers
Statistics
N
Valid
Missing
94
7
Mean
2.29
.079
Median
2.00
Mode
Std. Deviation
.771
Kurtosis
Percentiles
Valid
Total
2.00
50
2.00
75
3.00
Cumulative
Percent
9.6
71.3
Less beneficial
Beneficial
Frequency
9
58
Percent
8.9
57.4
Valid Percent
9.6
61.7
More beneficial
18
17.8
19.1
90.4
Most beneficial
8.9
9.6
100.0
94
93.1
100.0
6.9
101
100.0
Total
Missing
.385
25
System
T
h
e
s
w
e
p
i
n
f
a
c
i
l
t
y
o
f
F
D
6
05
8
Frequncy
5
0
4
3
0
2
0
1
8
1
9
9
0le
s
b
e
fic
a
lT
b
e
n
fe
ic
a
lin
m
o
ri
e
n
e
ff
ic
a
lD
m
o
s
tb
e
n
fic
a
l
h
e
s
w
p
fa
c
lb
ty
o
F
_____
_____
Principal amount
_____
_____
Altering period of deposit
Valid
1
2
Frequency
4
13
Percent
4.0
12.9
Valid Percent
5.3
17.3
Cumulative
Percent
5.3
22.7
18
17.8
24.0
46.7
23
22.8
30.7
77.3
17
16.8
22.7
100.0
Total
75
74.3
100.0
Valid
2
3
Frequency
18
14
Percent
17.8
13.9
Valid Percent
22.8
17.7
Cumulative
Percent
22.8
40.5
22
21.8
27.8
68.4
25
24.8
31.6
100.0
Total
79
78.2
100.0
1
2
Frequency
10
6
Percent
9.9
5.9
Valid Percent
13.2
7.9
Cumulative
Percent
13.2
21.1
26
25.7
34.2
55.3
14
13.9
18.4
73.7
20
19.8
26.3
100.0
Total
76
75.2
100.0
1
2
Frequency
5
15
Percent
5.0
14.9
Valid Percent
6.5
19.5
Cumulative
Percent
6.5
26.0
14
13.9
18.2
44.2
23
22.8
29.9
74.0
20
19.8
26.0
100.0
Total
77
76.2
100.0
Principal amount
Valid
Valid
My objective behind formulating this question was to find out whether the customers are happy
with the features offered by HDFC Bank. So while having to do the analysis part we could
analyze via the frequency tables. And my main motive was to find out the poor and the excellent
scale on a 5 point scale. So the graph above gives us a study of only the poor and the excellent
scale. So if you closely look at it you would see that the entire sample size of 100 are happy with
the maturity and payment instructions. And also the excellent bar shows equal distribution o
all the factors, forcing us to conclude that the customers are more or less happy with the FD as a
product
Question no 9: Rate on a scale of 5 the performance of HSL as a suitable room for
investment
Statistics
N
Valid
Missing
Mean
3.67
Median
4.00
Std. Deviation
Valid
(1=Poor, 5=Excellent)
72
29
1.035
1
2
Frequency
3
4
Percent
3.0
4.0
Valid Percent
4.2
5.6
Cumulative
Percent
4.2
9.7
24
23.8
33.3
43.1
24
23.8
33.3
76.4
17
16.8
23.6
100.0
Total
72
71.3
100.0
This doughnut area chart show us in terms of percentages as to how much they like or dislike
the performance of HSL (HDFC Securities Limited) on a 5 point rating
scale(1=Poor,5=Excellent).What we can see here is that rating 3&4 have equal
importance(33%) from the point of view customer preference. And 24% of people also have
find it excellent. So the customers are happy with the HSL.
Question no 10: Please rank from 1 to 5 the features that you like about loans in HDFC
TAT
________
Availability
________
Service
________
Rate of interest
_________
Statistics
TAT
85
16
Availability
88
13
Service
86
15
Rate of interest
86
15
Mean
3.44
3.82
3.22
3.40
Median
4.00
3.00
3.00
4.00
3(a)
1.248
4.430
1.375
1.348
Mode
Std. Deviation
Valid
Missing
TAT
Valid
Missing
1
2
Frequency
5
19
Percent
5.0
18.8
Valid Percent
5.9
22.4
Cumulative
Percent
5.9
28.2
16
15.8
18.8
47.1
24
23.8
28.2
75.3
21
20.8
24.7
100.0
Total
85
84.2
100.0
System
Total
16
15.8
101
100.0
Availability
Valid
Missing
1
2
Frequency
7
20
Percent
6.9
19.8
Valid Percent
8.0
22.7
Cumulative
Percent
8.0
30.7
20
19.8
22.7
53.4
14
13.9
15.9
69.3
26
25.7
29.5
98.9
43
1.0
1.1
100.0
Total
88
87.1
100.0
System
13
12.9
101
100.0
Total
Service
Valid
Missing
1
2
Frequency
11
17
Percent
10.9
16.8
Valid Percent
12.8
19.8
Cumulative
Percent
12.8
32.6
23
22.8
26.7
59.3
12
11.9
14.0
73.3
23
22.8
26.7
100.0
Total
86
85.1
100.0
System
15
14.9
Total
101
100.0
Rate of interest
Valid
Missing
1
2
Frequency
10
15
Percent
9.9
14.9
Valid Percent
11.6
17.4
Cumulative
Percent
11.6
29.1
14
13.9
16.3
45.3
25
24.8
29.1
74.4
22
21.8
25.6
100.0
Total
86
85.1
100.0
System
15
14.9
101
100.0
Total
A similar interpretation like Q8,but here I have amalgamated all the scales from (1-5).Here
we can see that service is the most important factor and the customers are not happy with the
service provided by the loans department in HDFC occupying major chunk of the bar in the
poor.And in the excellent and very god bar u can see the arte of interest and TAT occupying
most of the area.So we can conclude saying the loans department need to work hard with the
service they give to their customers.
Question no 11:Rate on a 5point rating scale your preferences regarding the
Savings/Current A/C
Accessibility
_______
Flexibility
_______
Features
________
Service
________
In principal components analysis and factor analysis one wishes to extract from a set of p
variables a reduced set of m components or factors that accounts for most of the variance in the p
variables. In other words, we wish to reduce a set of p variables to a set of m underlying super
ordinate dimensions.
These underlying factors are inferred from the correlations among the p variables. Each
factor is estimated as a weighted sum of the p variables. The ith factor is thus
Fi Wi 1X 1 Wi 2 X 2 Wip X p
One may also express each of the p variables as a linear combination of the m factors,
X j A1 j F1 A2 j F2 Amj Fm U j
Where, Uj is the variance that is unique to variable j, variance that cannot be explained by any of
the common factors. FA simply reduces a set of p variables to m components or factors prior to
further analyses on those m factors.
From 9 variables we can extract 9 components. This will involve solving 9 equations with 9
unknowns. The variance in the correlation matrix is repackaged into 9 Eigen values. Each
Eigen value represents the amount of variance that has been captured by one component Eigen
values.
Each of the 9 variables variance is standardized to one. With 9 variables there is 10x1 =
9variance to distribute. The principal components extraction will produce 9 components which
in the aggregate account for all of the variance in the 9 variables. That is, the sum of the 9 Eigen
values will be equal to 9, the number of variables. The proportion of variance accounted for by
one component equals its Eigen value divided by 9.
Total Variance Explained
Component
Initial Eigenvalues
1
2
Total
3.497
1.931
% of Variance
38.859
21.457
Cumulative %
38.859
60.316
Total
3.497
1.931
% of Variance
38.859
21.457
Cumulative %
38.859
60.316
1.015
11.273
71.589
1.015
11.273
71.589
.672
7.471
79.060
.518
5.756
84.816
.440
4.885
89.701
.399
4.431
94.131
.293
3.256
97.388
.235
2.612
100.000
Deciding on how many components to retain rule of thumb is to retain only components with
Eigen values of one or more. That is, drop any component that accounts for less variance than
does a single variable.
We can infer from the table that 3 components have Eigen values > 1
So there can be three factors or principal components.
Total of 71.589% variation is explained by these four factors.
Component Matrix
Component
Accessibility
Flexibility
1
.635
.646
2
-.545
-.584
3
-.085
-.197
Features
.700
-.402
.055
Service
.652
-.431
.242
AQB
.267
.170
.923
PAP-Cheque Book
.638
.408
-.055
Sweep in facility-FD
.706
.554
-.042
.653
.470
-.189
Net Banking
.599
.471
-.121
The entries in this matrix, loadings, are correlations between the components and the
variables. Since the two components are orthogonal, these correlation coefficients are also
X j A1 j F1 A2 j F2 A3 j F3 U j
beta weights, that is,
, thus A1 equals the number of
standard deviations that Xj changes for each one standard deviation change in Factor 1.
If we happen to look at the 1 st component we can see that the factors which are positively
loaded are the ones which are highly loaded among the three components.
The variables loaded (positively) well on the first component, sweep-in facilityFD
Features,Free ATM transactions, Service
The second component is loaded by Net Banking and Payable at Par(PAP) cheque book.
The third component is loaded positively by AQB,
Component 1 seems to reflect that the workings of the savings account accounts to easy
accessibility
Component 2 seems to the various features given by the Bank through flexible transactions.
Component 3 reflects to the primary features of the savings account
Conclusion:
While choosing a bank for a savings account the customers look for accessibility ,flexibility,
feartues.
And the factors contributing to these are-Sweep in facility-FD, Free ATM transactions, Net
Banking, PAP , AQB and Service.
Now, incorporating the Q2 (Tick the most widely used product by you) and the age
group of the collected sample, we test whether there is a correlation between the two
variables?
We now use the cross tabulation and the chi-square (test for independence),so we have the
cross tabulation
Tick the most widely used product by you among the following * Age Cross tabulation
Under 18
Dmat
FD
Mutual Fund
Credit Cards
Count
Expected Count
Total
between 35
to 50
8
0
4.0
1.5
0
.1
0
1.9
.0%
.0%
100.0%
% within Age
.0%
.0%
% of Total
between
50 to 75
0
.6
8
8.0
.0%
.0%
100.0%
16.3%
.0%
.0%
8.1%
8.1%
.0%
.0%
8.1%
.0%
.0%
Count
Expected Count
.0
.7
1.5
.6
.2
3.0
.0%
.0%
33.3%
.0%
66.7%
100.0%
% within Age
.0%
.0%
2.0%
.0%
28.6%
3.0%
% of Total
.0%
.0%
1.0%
.0%
2.0%
3.0%
Count
Expected Count
.1
1.9
4.0
1.5
.6
8.0
.0%
37.5%
50.0%
12.5%
.0%
100.0%
% within Age
.0%
13.0%
8.2%
5.3%
.0%
8.1%
% of Total
.0%
3.0%
4.0%
1.0%
.0%
8.1%
Count
11
19
Expected Count
.2
4.4
9.4
3.6
1.3
19.0
5.3%
26.3%
57.9%
10.5%
.0%
100.0%
100.0%
21.7%
22.4%
10.5%
.0%
19.2%
1.0%
5.1%
11.1%
2.0%
.0%
19.2%
Age
between
25 to 35
between
18 to 25
Count
14
23
15
57
Expected Count
.6
13.2
28.2
10.9
4.0
57.0
.0%
24.6%
40.4%
26.3%
8.8%
100.0%
% within Age
.0%
60.9%
46.9%
78.9%
71.4%
57.6%
% of Total
.0%
14.1%
23.2%
15.2%
5.1%
57.6%
Loans
Count
Expected Count
.0
.9
2.0
.8
.3
4.0
.0%
25.0%
50.0%
25.0%
.0%
100.0%
% within Age
.0%
4.3%
4.1%
5.3%
.0%
4.0%
% of Total
.0%
1.0%
2.0%
1.0%
.0%
4.0%
Count
Expected Count
% within Tick the most widely used product
by you among the following
% within Age
% of Total
23
49
19
99
1.0
23.0
49.0
19.0
7.0
99.0
1.0%
23.2%
49.5%
19.2%
7.1%
100.0%
100.0%
100.0%
100.0%
100.0%
100.0%
100.0%
1.0%
23.2%
49.5%
19.2%
7.1%
100.0%
The cross tabulation above is certainly exhaustive but if you look at it closely you can see
that across all age groups w can find the proportion of SB/CA/Sal A/C to be the highest with
the age group 25yrs-35yrs having the highest SB/CA/Sal A/C holders
B
a
rC
h
a
rt UbbenttdwweA
g
e
re
1
8
tn
n
o
2
5
2
5
3
3
0
0
to
7
5
C
o
u
n
t
2
5
2
0
1
5
1
0
5
0T
tic
D
m
a
F
D
M
u
t
a
l
F
u
n
d
C
r
e
d
i
t
C
a
r
d
s
S
B
/
C
A
L
o
a
n
s
k
th
e
m
o
s
tw
id
e
ly
u
s
e
d
p
ro
d
u
c
tb
yo
u
a
m
o
n
g
th
e
fo
lw
in
g
Chi-Square Tests
Pearson Chi-Square
Likelihood Ratio
Linear-by-Linear
Association
N of Valid Cases
Value
35.788(a)
31.632
.067
99
20
20
Asymp. Sig.
(2-sided)
.016
.047
.795
df
Null hypothesis:
H0: There is no correlation between the two variables (the age and the choice of products)
Against
H1: There is a significant correlation between the two variables (the age and the choice of
products)
The chi-square measures test the hypothesis that the row and column variables in a cross
tabulation are independent . A low significance value (typically below 0.05) indicates that
there may be some relationship between the two variables.So as our significant value is
0.16,which is not lower than the significant value we cannot say that there is a relation
between the age and the choice of the product so we reject our null hypothesis.
Question no 15:Rate on a scale of 5 the comfort zone of customers in using a HDFC
product.
Descriptives
N
Mean
Std. Deviation
Std. Error
Under 18
between 18 to 25
1
21
2.00
3.71
.
1.189
.
.260
Lower Bound
.
3.17
between 25 to 35
46
3.70
1.227
.181
3.33
4.06
between 35 to 50
17
3.35
.786
.191
2.95
3.76
between 50 to 75
3.86
.378
.143
3.51
4.21
92
3.63
1.107
.115
3.40
3.86
Total
Upper Bound
.
4.26
ANOVA
Between Groups
Within Groups
Sum of
Squares
4.670
106.764
df
4
87
Mean Square
1.168
1.227
F
.951
Sig.
.438
Looking at the descriptive we can see that the means of the ages groups 18-25yrs & 2535yrs
Are very close, hence said they have low varience.So if we run Students F-test the Fstatistic would compute the sample variances. Even the mean plot below clearly shows this.
H0:1= 2(variance of ages group 18-25yrs is equal to variance of 25-35yrs )
Against
M
eanuosifCgam
pfortdzuocneoHfDcuFstri
4
3
.5
3
2
.5
2
U
n
d
e
r1
8
b
e
tw
e
n
b
e
tA
w
e
n
b
e
t
w
e
n
b
e
t
w
e
n
1
8
o
2
5
2
5
o
3
5
3
5
o
5
0
5
0
o
7
g
e5
Between Groups represents variation of the group means around the overall mean. Within
Groups represents variation of the individual scores around their respective group means. Sig
indicates the significance level of the F-test. Small significance values (<.05) indicate group
differences.Hence if u look at the significance vakue in the table you can see that the value is
greater than(0.05) which shows that there is no group difference between the two samples(1825yrs & 25-35yrs). So we accept H0(null hypothesis).
Question no 16: The merger with Centurion Bank of Punjab has made the workings of
HDFC
more flexible and easily accessible to customers.
Strongly Agree
Strongly Disagree
Agree
Disagree
Merger with CBP made workings of HDFC more flexible and easily accessible to customers
Valid
Missing
Cumulative
Percent
2.1
4.2
Frequency
2
2
Percent
2.0
2.0
Valid Percent
2.1
2.1
satisfactory
68
67.3
70.8
75.0
strongly satisfactory
24
23.8
25.0
100.0
Total
96
95.0
100.0
strongly dissatisfactory
dissatisfactory
System
Total
5.0
101
100.0
The merger of HDFC with CBP has satisfied the customers to 67.3% which ha occupied more
than 50% of the sample.
Question no 18: A bank that you would prefer other than HDFC
ICICI
Andhra Bank
SBI
IDBI
ING Vysa
ICICI
IDBI
Andhra
ING
SBI
age
between
25 to 35
17
.0%
17.2%
58.6%
10.3%
13.8%
100.0%
% within age
.0%
21.7%
34.7%
15.8%
57.1%
29.3%
% of Total
.0%
5.1%
17.2%
3.0%
4.0%
29.3%
.0%
11.1%
77.8%
11.1%
.0%
100.0%
% within age
.0%
4.3%
14.3%
5.3%
.0%
9.1%
% of Total
.0%
1.0%
7.1%
1.0%
.0%
9.1%
Under 18
0
Count
% within which bank
would you prefer
Count
Count
between
18 to 25
Total
between
35 to 50
between 50
to 75
3
4
29
13
.0%
23.1%
38.5%
23.1%
15.4%
100.0%
% within age
.0%
13.0%
10.2%
15.8%
28.6%
13.1%
% of Total
.0%
3.0%
5.1%
3.0%
2.0%
13.1%
12
.0%
25.0%
25.0%
41.7%
8.3%
100.0%
% within age
.0%
13.0%
6.1%
26.3%
14.3%
12.1%
% of Total
.0%
3.0%
3.0%
5.1%
1.0%
12.1%
11
17
36
2.8%
30.6%
47.2%
19.4%
.0%
100.0%
100.0%
47.8%
34.7%
36.8%
.0%
36.4%
1.0%
11.1%
17.2%
7.1%
.0%
36.4%
23
49
19
99
1.0%
23.2%
49.5%
19.2%
7.1%
100.0%
100.0%
100.0%
100.0%
100.0%
100.0%
100.0%
1.0%
23.2%
49.5%
19.2%
7.1%
100.0%
Count
Count
% within whcich bank
would you prefer
% within age
% of Total
Count
% within which bank would you
prefer
% within age
% of Total
Which bank
would you
prefer
Total
Under 18
0
0
between 18
to 25
5
1
Age
between 25
to 35
17
7
between 35
to 50
3
1
between 50
to 75
4
0
29
9
ANDHRA
13
ING-VYSA
12
SBI
11
17
36
23
49
19
99
ICICI
IDBI
Total
B
a
rC
h
a
rt U
A
g
e
n
d
e
r
1
8
tb
b
w
n
t
o
2
5
2
5
3
e
e
3
0
tw
n
0
to
7
5
C
ount
2
0
1
5
1
0
5
0IC
IID
B
IA
N
D
H
R
A
IN
G
-V
Y
S
A
S
B
I
W
h
ic
b
a
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k
w
o
u
ld
y
o
u
p
re
fr
Yet a different way to analyze the competition of HDFC bank with the other competitors in
the market. Through this question I wanted to see which is the other bank that the HDFC
users prefer so that I could conclude a specific bank and tell the HDFC to use a particular
strategy where it could over come its loop holes. And with a combined effect of age with this
question we can figure out which target group to use which strategy to survive the
competition. So in this case you can see out of a sample size of 101 SBI has a frequency of
36 with ICICI being second having a count of 29.
The spread of HDFC Bank in the corporate sector (private&public)
This is the study of the various sectors tapped by HDFC bank in the city .All the sectors are
broadly categorized into 5 categories below. The column chart would help us understand
where and in which sector the bank is doing good.(Refer to the Excel in the Annexure).We
even have a segregation of all the various products that the corporates hold with HDFC
bank. A product wise bifurcation is shown in the excel sheet.(Refer to the Annexure) CSRM
Products.xls
Category
Telecom
Financial Services
Central Government
Pharmaceuticals
Others
Total
Number
207
499
1908
1024
456
4094
Percentages
5.00%
12.10%
46.60%
25.00%
11.10%
100.00%
The graph above shows us that the HDFC has been successful in spreading across all the
central government sector. This tell us that this bank has been able to tap the important sector
with a 46.60% with the pharmaceutical companies following the trend with a 25%
RECOMMENDATIONS
More aggressive sale is needed for professors, lecturers, and staff members who the best
customer of savings accounts. A Special students' savings account with AQB of fewer
amounts could be launched Savings account for working professionals and self employed
youths could be started with facilities like free registration in top business consultancies,
job consultancies, hassle-free personal loans, free demat account and discounted
membership in some reputed clubs.
Ensure the best after sale services by replacing the faulty ones immediately after getting
complain.
A group promotional activity aiming, encouraging card holder to use their card to its
fullest should be undertaken.
With every purchase, card holders be awarded with some credit points and on the end of
every quarter , special gifts should be given or discount offers on some items produced by
some company can be given, which will be sponsored by the producer, the shopkeeper
and the banker.
Only 101 questionnaires were filled in different age and occupation groups due to time
constraint.
Combining question 1 and 2 it becomes obvious that most people are satisfied about the
SB/CA /Sal A/C of HDFC. The interpretation doesnt reveal the satisfaction of other
products.
Since 70% of my sample are Sal A/C holders so its wrong to conclude that very few
people use FD, Mutual Fund, Dmat.
Since my study did not include the income of the people I was not able to categorize the
use of the product with the income group and study if any correlation existed.
Swot
SwotAnalysis.
Analysis.
SWOT ANALYSIS
In applying the SWOT analysis it is necessary to minimize or avoid both weaknesses and threats
of HDFC bank. Weaknesses should be looked at in order to convert them into strength. Like
wised, threat should be converted into opportunities. Lastly, strengths and opportunities should
be matched to optimize the potential of HDFC bank.
Strength:
Low average loan to value ratio & debt averse nature of borrowers.
The bank has the power attorney of the client and executes on his/her behalf once it
gets written instructions from its clients.
It offers custodial services which will include services such as receiving dividend
of shares and other entitlements such as buyback proposals.
Offers free Gold International Debit card, a free International Titanium card or a free
international Gold Credit card.
It offers e-broking
As a preferred customer you are entitled to a waiver of up to Rs. 2000 per annum on a
host of service charges like
Demand Draft/ Managers Cheque charges
Inter-branch funds charges
The bank does not charge any fixed fees, it earns commission on the products the
customer buys.
Door step banking available only twice a month and only in metros.
Opportunity
A Dmat account free with every current & savings accounts (without any registration fee
and stamp fee)
Apart from the overall improvement across the board, another important
criterion to evaluate the success story is to check whether the competitive force has led to
any convergence in the performance of different ownership groups in the postliberalization period. Exposure to the competitive forces is often argued as a panacea to
shake poorly performing banks out of their slumber. Although the public banks compared
poorly with private banks during the initial period , they made a significant improvement
in the latter period by responding well to the new challenges of competition and
consolidation , mostly following a gradual and cautious approach . The pay off is well
reflected in the increase in their ROA, OPR and NIM. Some possible reasons for the
better performance of public banks could be
The market discipline imposed by the listing of most public sector banks has also
probably contributed to this improved performance; and
The reform measures have changed their business strategies particularly greater
diversification of non-fund based business and emergence of treasury and foreign
exchange business.
The study reveals that the OPR across four ownership groups tend to converge. The NIM
tends to converge across private and public sectors while the OCR continues to remain
significantly different across ownership groups.
Conclusion.
Conclusion.
Conclusion
The SWOT analysis shows the competitive strategy of HDFC bank especially in
widening its networks, continuous up gradation of technology (Fine wire by i-flex) for reduction
in OCR and its specific geographical(Rural banking),demographical strategy will bring to serve
as a best bank in India.
The Competitor Analysis show that it has to focus more to increase its NIM. The percentage of
net IPA and capital adequacy ratios are very good relative to its competitors.
The survey throws light on various Issues that the customer faces in the market.
Analyzing the findings it can be said that good customer relationship raises awareness among the
people. There are tough competitions and thus there exists a lot of room to improve so as to
become the market leader from all aspects. The only thing is the making of and implementation
of the proper strategy in the best effective way. By understanding the steps of competitors before
they were implemented is the way lead to the market.
The HDFC Bank believes in adopting and adhering to the best corporate governance practices
and continuously benchmarking itself against each such practices in the industry. The Bank
understands and respects its fiduciary role and responsibility to shareholders and strives hard to
meet their expectations. I believe that the best board practices. Transparent disclosures and
shareholder empowerment are necessary for creating shareholder value. The cardinal principles
such as independence, Accountability, responsibility, transparency ,fair and timely disclosures,
credibility serve as the means for implementing the philosophy of corporate governance in letter
and in spirit. The banks employees are very friendly among their coordinates and also to their
customers.
BIBLIOGRAPHY
A. Annual Report of HDFC Bank
B. Marketing Management by Philip Kotler &Keller
C. Marketing Research by Naresh Malhotra
MAGAZINES:
1. BUSINESS WORLD
2. BUSINESS TODAY
D. Websites:
www.hdfcbank.com
www.icicibank.com
www.utibank.com
www.sbi.com
www.google.com
www.kotak.com
www.yahoofinance.com
Annexures
QUESTIONNAIRE
1. How long have you been using a product of HDFC__________
2. Tick the most widely used product by you among the following.
Dmat/Hsl A/c
FD
Mutual Fund
Credit Cards
SB/CA/Sal A/C
Loans
Strongly
Satisfactory
Dissatisfactory
Dissatisfactory
4.The service of which among the following products do you
prefer in HDFC
(Tick as many as below)
Dmat/
Credit
SB/CA/Sal
HSL A/c
Card
A/c
FD
Mutual
Loans
Fund
5 Basing on what parameters do you choose a product
Service
Features
Market Value
Brand
Accessibility
More
Beneficial
Beneficial
Most
Beneficial
_____
_____
Principal amount
_____
_____
________
Availability
________
Service
________
Rate of interest
_________
_______
Flexibility
_______
Features
________
Service
________
Strongly Agree
Strongly
Disagree
Agree
Disagree
Strongly Disagree
Agree
Disagree
Strongly
Disagree
Agree
Disagree
IDBI
Andhra Bank
ING Vysa
SBI
Personal Information
Name:
Age:
Ph:
Email id:
Sex: M