Project Report

On
CORPORATE BANKING
And
Level of customer satisfaction on corporate
salary accounts

SUBMITTED TO:
Prof. B.S. Sarin
College Mentor

SUBMITTED BY:
Neeraj Tripathi
Roll No.-0811470044

INSTITUTE OF PROFESSIONAL EXCELLENCE & MANAGEMENT

GHAZIABAD
 PREFACE

After completion of two semesters of MBA from I.P.E.M. college

Ghaziabad, I joined HDFC Bank Limited. for my summer training project

for the duration of 6 weeks. Where I was expected to report Mr.Darpan

Sharma who was my project guide from the company.

The topic of my project was “CORPORATE BANKING And Level of

Customer Satisfaction on Corporate Salary Accounts”

It was totally different topic for me. I can say it’s a combination of

marketing and finance.

During this project I got some real time experience of the Banking industry

what the industry is all about and how it functions.

It was really a very nice experience for me and many more things I learned

during this project.

I thank my whole faculty for providing me this opportunity.

 ACKNOWLEDGEMENT

In pursuit of an MBA degree, summer internship is a critical component of

the entire package. I would first like to express my gratitude to HDFC

Bank’s management for giving me an opportunity to be a part of their

esteem organization.

HDFC Bank Limited has given me the opportunity to gain invaluable

experience under the guidance of Mr.Darpan Sharma(Manager-Corporate

sales)His continuous support and cooperation along with his valuable in

hand experience in Corporate banking provided me with the conceptual

understanding and practical approach to work efficiently for this project. The

constant support rendered not only by him, but the entire corporate salary

account family is praiseworthy.

I would also like to acknowledge the assistance and counsel provided by

Prof.B.S.Sarin, Faculty I.P.EM., Ghaziabad .His constant guidance and

assistance helped me in giving a shape to my project.

The present report is an amalgamation of our thoughts and our efforts to

study the present banking and market potential for the sale of corporate

salary accounts.
 UNDERTAKING

I Neeraj Tripathi, pursuing MBA from INSTITUTE OF PROFESSIONAL

EXCELLENCE AND MANAGEMENT GHAZIABAD declare that the

Summer Training I performed on the topic of CORPORATE BANKING

And Level of Customer Satisfaction on Corporate Salary Accounts

in “HDFC Bank Limited” is purely authentic & proper.

I submitted a detailed report of my working in HDFC Bank Limited

which is proper on the recorded data and which I achieved during my

dissertation. I declare that the report is purely authentic and true.

(Neeraj Tripathi)
 PART- I

CONTENTS Page No.

• History of HDFC Bank 8

• Organisation Structure 10

• Vision and Mission of the Organisation 11

• Performance 12

• Products/Services 13

• Corporate Banking 15

• Corporate Salary Account 18

• Features of Corporate Salary account 22

PART- Ii
CONTENTS PageNo.

• Objective 42

• Research Methodology 44

• Analysis 50

• Corporate analysis 50

• Consumer analysis 53

• SWOT analysis 65

• Findings 71

• Conclusion 82

• Recommendations 83

• Limitations of the Study 84

• Annexure 85

• Bibliography 87
About HDFC Bank
HDFC Bank one amongst the firsts of the new generation, tech-savvy

commercial banks of India was incorporated 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.

HISTORY:

The Housing Development Finance Corporation Limited (HDFC) was amongst

the first to receive an 'in principle' approval from the Reserve Bank of India (RBI)

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

Indian Banking Industry in 1994. The bank was incorporated in August 1994 in

the name of 'HDFC Bank Limited', with its registered office in Mumbai, India.

HDFC Bank commenced operations as a Scheduled Commercial Bank in

January 1995.

Currently HDFC Bank has 753 branches, 1,716 ATMs, in 325 cities in India, and

all branches of the bank are linked on an online real-time basis. The bank offers

many innovative products & services to individuals, corporate, trusts,

governments, partnerships, financial institutions, mutual funds, insurance

companies.

The Housing Development Finance Corporation Limited (HDFC) was amongst

the first to receive an 'in principle' approval from the Reserve Bank of India (RBI)

to set up a bank in the private sector, as part of the RBI's liberalisation of the
Indian Banking Industry in 1994. The bank was incorporated in August 1994 in

the name of 'HDFC Bank Limited', with its registered office in Mumbai, India.

HDFC Bank commenced operations as a Scheduled Commercial Bank in

January 1995

ORGANISATION STRUCTURE
HDFC Bank is headquartered in Mumbai. The Bank at present has an enviable

network of over 753 branches spread over 339 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

centers 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 a strong and active member

base.

The Bank also has a network of about over 1658 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

VISION
MISSION

PERFORMANCE OF 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 India commenced

operations as a Scheduled Commercial Bank in January 1995.HDFC India deals

in varieties of products like home loan, standard life insurance, mutual fund,

securities, credit cards, etc. HDFC has branch offices in all major cities in India

like Calcutta, Chennai, Delhi, Bangalore,Hyderabad,Ahmedabad apart from

HDFC Mumbai

Network: More than 753 branches over 339 cities across the country

ATM’S: The ATMs of HDFC India can be accessed by all domestic and

international Visa/Master Card, Visa Electron/Maestro, Plus/Cirrus and American

Express Credit/Charge cardholders

Authorized capital Rs450 crore

Paid-upcapital Rs.282 crore

EquityHolds 24.2%

Listing: HDFC India has been listed on the Stock Exchange, Mumbai and the

National

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

York Stock Exchange (NYSE) under the symbol "HDB".

HDFC Product Range
HDFC Bank India provides the following range of products:

• Savings Account

• HDFC Bank Preferred

• Sweep-In Account

• Super Saver Account

• HDFC Bank Plus

• Demat Account

• HDFC Mutual Fund

• HDFC Standard Life Insurance

HDFC India innovative services

• HDFC Phone Banking

• HDFC ATM

• HDFC Inter-city/Inter-branch Banking

• HDFC Net Banking

• HDFC International Debit Card

• HDFC Mobile Banking

• HDFC Bill Pay

HDFC Bank Loans

• HDFC Personal Loan

• HDFC New Car Loan and Used Car Loan

• HDFC Loan Against Shares

• HDFC Two Wheeler & Consumer Loan

• HDFC Home Loan

 CORPORATE BANKING

Meaning of Corporate Banking and Consumer banking Relationship:

Consumer banking establishes a relationship between the bank and the

employees of the company, through prior approval of the assigning authorities of

the company. it is called Consumer Banking because it does not deal with

company current accounts but with the individuals of the company, they are

named as consumers. In this the bank opens salary accounts of the employees

of the company with itself and provides facilities like debit card, internet banking

etc.with proper kits of all documents requires for running an account.

The accounts of the employees automatically get credited with salary amount

each month after companies have sent cheque of total salary disbursement

along with employees list mentioning proportionate salary to be transferred in

each employees account.

The process goes on till the whole company maintains the relationship with the

bank.

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

When you open a HDFC Bank Corporate Salary Account you give your

employees more than just an account. They get a host of e-Age Banking facilities
such as Free Net Banking, Phone Banking, Mobile Banking, International Debit

Card, Bill Pay, Demand Drafts and preferential interest rates on Loans. All in all,

you will be giving your employees an account that makes banking a pleasure for

them. While you save time and money by directly crediting your employee’s

salary nation-wide at one go.

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 Corporate

HDFC 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
Supply Chain Partners

At HDFC Bank we create Supply Chain Finance solutions that enable our clients

to automate supply chain management resulting in operational efficiency and

supply chain gains. Our vast 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

Agriculture 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
CORPORATE SALARY ACCOUNT

OVERVIEW

When you open a HDFC Bank Corporate Salary Account you give your

employees more than just an account. They get a host of e-Age Banking facilities

such as Free NetBanking, Phone Banking, Mobile Banking, International Debit

Card (valid in 140 countries) and Bill Pay. All that plus free Demand Drafts and

preferential interest rates on Personal Loans. All in all, you will be giving your

employees an account that makes banking a pleasure for them. While you save

time and money by directly crediting your employees' salary nation-wide at one

go.

ZeroBalanceAccount

The employee does not have to maintain any minimum balance in the

account.
FreeDebitCard

The employees do not have to pay the annual fee for their Debit Cards.

Additionally, the first year annual fee is also waived for one additional account

holder, as in the case of a savings account holder. This plus all the other Debit

Card benefits are available to your employees.

FreeInter-city/Branch banking

There is no cap on the transaction size for inter-branch/city transactions for

your employees. The fees associated are also waived. They can perform the
following transactions:

• Cash withdrawal: Customer presence required.

• Cash deposit: Customer presence required

• DD/MC issuance: Customer presence required

• Cheque deposit: Customer presence not required

• Any other written instructions: Customer presence not required

• This facility is not extended to premature withdrawal of Fixed Deposits

FreeDemandDrafts

Your employees can avail of free Demand Drafts up to Rs 25,000 issued at

any of the HDFC Bank branch locations. This offer can be availed of through

Phone Banking or NetBanking or at the branch. The amount of the Demand

Draft will be debited to the salary account.

Cash delivery

If there isn't a HDFC Bank that is easily accessible from your office, we will

deliver cash against cheques from the employees once a week subject to a

maximum of twice a week. Maximum amount of withdrawal per employee is

Rs 10,000, minimum Rs 1,000/-. This service is currently available in Mumbai,

Delhi, Chennai, Hyderabad, Bangalore, Pune and Ahmedabad.

Overdraft facility

You can avail of an overdraft against your salary if you have a corporate

salary account with us with regular salary credits and your corporate is on our
 approved list for overdraft facility. For details on eligibility and norms, kindly

contact your nearest branch.

Discountsonloans

Your employees can avail of the benefits of preferential pricing on our asset

products, namely Loans against Securities, Car Loans and Personal Loans.

All loans at discretion of the bank

WHO IS ELIGIBLE

Corporate Salary Accounts programme is targeted at salaried employees.

This programme offers a host of world class banking products & services to

the salaried employee

It's Free
 Zero balance savings account
Free Debit Card
Free Inter-city/branch banking
Free cash delivery /cheque pick up in the top 7 cities
Free cheque pick up in 7 cities
Temporary overdraft facility @ 18% p.a. (+interest tax if applicable)
Free Demand Drafts up to Rs 25,000 at HDFC Bank branch locations
Discount on loan products offered by the bank
Personalised Cheque Book
Free NetBanking
Free MobileBanking
Free PhoneBanking
Free BillPay

Features of Corporate Salary account

Corporate salary account is customized and it brings the best in banking

services.The best feature of Corporate Salary account is that it doesn’t cost the

organization anything extra at all. The snapshot of the features is stated below.

Category A

Features of Premium Salary account

 Applicable for salary level above Rs.15000

• Zero Balance Salary Account

• Reimbursement Accounts (For medical, travelling expenses etc).

• 10 transactions on non-HDFC ATM’s Per month

• Free International Debit Card

• Free Demat Account

• Rs.2 lacs accidental Insurance free on Debit card

• Free add on card on family member

• Free online view of your bank accounts with other banks. (HDFC Bank,

Citibank and ICICI Bank, HSBC India, Standard Chartered Bank.)

• Free monthly Statement

• Free Demand Draft up to Rs.25000

• Personalized At Par Cheque book

• Free Phone Banking

• Free Net Banking

• Free Mobile Banking

• Loans(Personal/New Car/Two Wheeler/Home Loan) at concessional rates

• Free International Credit Card

• CBDT collection

• Forex and Fx DD’s

• Investment choices (Fixed Deposit/Mutual Fund/Insurance/Taxable or

non-Taxable Bonds).
Fees & Charges for Premium Salary Account
Description of
Premium Salary Account
Charges
Minimum Balance

(Average Quarterly NIL

Balance)
Charges on non
NIL
maintenance thereof
Cheque Book Free
PAP Cheque book Free on Request
Account Statements
Monthly
– Free
Rs. 100 at Branch or Phonebanking (Non-IVR), Rs. 50 per
Issue of duplicate /
statement through Phonebanking (IVR), Netbanking, ATM,
adhoc statements
Mobilebanking.
Hold Statement Rs. 400 per year
Free upto Rs.25,000
DD request through Branch
Upto Rs. 50,000 Rs. 75 (Rs. 50 through Phonebanking)
Managers Above Rs. 50,000 & Rs. 2.50 per 1000 or part thereof (Min

Cheques/Demand upto Rs. 1 Lakh Rs. 100)

Rs. 2 per 1000 or part thereof (Min Rs.
Drafts- Issued - On Above Rs. 1 Lakh
250 & Max Rs. 5000)
HDFC Bank DD request through Netbanking

Locations Upto Rs. 1 Lakh Rs. 30

Third party DD* upto
Rs. 100
Rs. 1,00,000
(*Third Party Registration required)
Managers

Cheque/Demand
FEATURES OF REGULAR SALARY ACCOUNT

Applicable for salary level between Rs.5000 to 15000

• Zero Balance Salary Account

• Reimbursement Accounts (For medical, travelling expenses etc).

• Free International Debit Card

• Free Demat Account

• Free add on card on family member

• Free online view of your bank accounts with other banks. (HDFC Bank,

Citibank and ICICI , HSBC India, Standard Chartered Bank.)

• Free monthly Statement

• Free Demand Draft up to Rs.25000

• Personalized At Par Cheque book

• Free Net Banking

• Free Mobile Banking

• Loans(Personal/Car/Two Wheeler/Home Loan) at concessional rates

• Free International Credit Card

• CBDT collection

• Forex and Fx DD’s

• Investment choices (Fixed Deposit/Mutual Fund/Insurance/Taxable or

non-Taxable Bonds).
FEE and CHARGES FOR REGULAR SALARY ACCOUNT
Description of
Regular Salary Account
Charges
Minimum Balance
(Average Quarterly NIL
Balance)
Charges on non
NIL
maintenance thereof
Cheque Book Free
PAP Cheque book NA
Account Statements Monthly statements to be Collected from branch.
- Free Quarterly statements sent by post
Rs. 100 at Branch or Phonebanking (Non-IVR), Rs. 50 per
Issue of duplicate /
statement through Phonebanking (IVR), Netbanking, ATM,
adhoc statements
Mobilebanking.
Hold Statement Rs. 400 per year
Free upto Rs.25,000
DD request through Branch
Upto Rs. 50,000 Rs. 75 (Rs. 50 through Phonebanking)
Above Rs. 50,000 & Rs. 2.50 per 1000 or part thereof (Min
Managers upto Rs. 1 Lakh Rs. 100)
Cheques/Demand
Rs. 2 per 1000 or part thereof (Min Rs.
Drafts- Issued - On Above Rs. 1 Lakh
250 & Max Rs. 5000)
HDFC Bank
Locations DD request through Netbanking
Upto Rs. 1 Lakh Rs. 30
Third party DD* upto
Rs. 100
Rs. 1,00,000
(*Third Party Registration required)
Managers
Cheque/Demand
Drafts - Rs. 50
Cancellation /
Revalidation
Demand Drafts- Rs. 50 plus charges as outlined below:
Issued - On Non
Upto Rs. 500 Rs. 10
HDFC Bank
Locations Above Rs. 500 to Rs.
Rs. 15
1000
 Above Rs. 1000 to Rs.
Rs. 25
5000
Above Rs. 5000 to Rs.
Rs. 30
10,000
Above Rs. 10,000 to Rs. 1
Rs. 3 per 1000 or part thereof
Lakh
Rs. 6 per 1000 or part thereof (Min
Above Rs. 1 Lakh
Rs. 300)
Cheque Collection -
Free
Local Clearing Zone
Cheques drawn on metro/non-metro cities (Branch Locations)
Collection of Cheque value Rs. 0 to Rs. 500 No Charges
outstation cheques -
our bank locations Cheque value Rs. 501 & above Re. 1 per 1000 (Min Rs. 50)
* Credit on receipt of clear funds

Cheques (MICR) drawn on non-branch locations with

correspondent bank tie-up - 0.40% (Min Rs. 50)
Collection of
Cheques drawn on non-branch locations with no
outstation cheques -
correspondent bank tie-up/non-MICR cheques - 0.65% + Rs.
other locations
25 (Min Rs. 50)
*Credit on receipt of clear funds
Cheque return Due to insufficient funds - Rs. 350
charges drawn on us
Due to Technical reasons - No charge
- Local
Cheque return
charges drawn on us
Rs. 75
deposited in other
locations
Cheques deposited -
Rs. 50
outward
Balance Enquiry - at
Rs. 25
Branch
Balance Certificate Current year - Free, Previous year - Rs. 250
Interest Certificate Rs. 50
TDS Certificate Free
Account Closure Before 6 months-Rs 100/-
 After 6 months-No Charge
Photo Attestation Rs. 50
Signature Attestation Rs. 50
Address
Rs. 50
Confirmation
Stop Payment Particular Cheque - Rs. 50 (Rs. 40 through Phonebanking),
Charges Range of Cheques - Rs. 100 (Rs. 80 through Phonebanking)
Cheque status per
Rs. 25
instance
Setting up Rs. 150, Rs. 25 per transcation plus remittance
Standing Instructions
charge
Unarranged overdraft NA
Cash Delivery (in
Rs. 50 per delivery subject to max value of Rs. 1 Lakh
select cities)
Old records/copy of Upto 1 year - Rs. 50 per record, Above 1 year - Rs. 100 per
paid cheques record
Activation of dormant
Rs. 100
account
Branch transactions Free
Interbranch
transactions through
Free
teller counters -
Funds Transfer
Interbranch
transactions through
Free
teller counters - Cash
transactions
Local Cheque
deposited for Free
outstation accounts
Phonebanking - IVR Free
Phonebanking - Non
Free
IVR
ATM Card NA
ATM Card - NA
Replacement
charges
ATM Card -
Transaction charge NA
for Partner banks
ATM Card -
Transaction charge
NA
for Non-Partner
banks
Debit Card - Annual
Free
Fee - Regular
Debit Card - Annual
Rs. 500 per year (plus taxes)
Fee - Gold
Debit Card - Annual
Rs. 150 per year (plus taxes)
Fee - Women's Card
Debit Card -
Renewal Fee - Free
Regular
Debit Card -
Rs. 500 per year (plus taxes)
Renewal Fee - Gold
Debit Card -
Renewal Fee - Rs. 150 per year (plus taxes)
Women's Card
Debit Card -
Replacement of a damaged card - No charges & Replacement
Replacement
of a lost card - Rs. 100 (plus taxes) (for all card types)
charges
Debit Card -
Transaction Charge - Free
HDFC Bank ATMs
Debit Card -
Transaction Charge - Rs. 15 per balance enquiry & Rs. 55 per cash withdrawal (plus
Non HDFC Bank taxes)
Domestic ATMs
Debit Card -
Transaction Charge - Rs. 15 per balance enquiry & Rs. 110 per cash withdrawal (plus
Non HDFC Bank taxes)
International ATMs
Debit Card - Balance enquiry - Not available & Rs. 100 per cash withdrawal
Transaction Charge - (plus taxes)
BOI/Canara Bank
ATMs (only for Visa
Card Holders)
Debit Card -
Transaction Charge - Rs. 10 per balance enquiry & Rs. 20 per cash withdrawal (plus
SBI/Andhra Bank taxes)
ATMs
PIN regeneration
Rs. 25 (plus taxes)
charge
Transactions declined at other Bank ATMs anywhere in the
Decline charge for
world or at a Merchant outlet outside India due to insufficient
insufficient balance
funds will be charged at Rs. 25 per transaction (plus taxes)
Add-on Debit Card - Rs 100 per year (plus taxes)-One Add-on card free for the first
Regular year
Add-on Debit Card -
Rs. 500 per year (plus taxes)
Gold Card
Add-on Debit Card -
Rs. 150 per year (plus taxes)
Women's Card
BillPay Rs. 25 (plus taxes) per qtr per Customer ID
InstaPay Rs. 10 (plus taxes) per transaction
InstaAlert Rs. 25 (plus taxes) per qtr per account
Visa Money Transfer Rs. 20 (plus taxes) per transaction
EFT Charges -
NIL
Inward
EFT Charges-
NIL
outward
Rs. 0.25 per 1000 per transaction (Min Rs. 50, Max Rs. 1000)
RTGS - Outward
(plus taxes)
RTGS - Inward NIL
Mobilebanking Free
Netbanking Free
Our range of Cards help you meet your financial objectives. So whether you
are looking to add to your buying power, conducting cashless shopping, or
budgeting your expenditure, you will find a card that suits you.

Credit Cards
Besides arming you with unmatched spending power, our Credit Cards are
designed to meet your unique needs. Choose one that's tailored for you. The
best credit cards are available here, including even the online credit cards
service Net safe.

Classic Cards Special Benefit Cards

Silver Credit Card Value Plus Credit Card
Health Plus Credit Card
Premium Cards Commercial Cards
Gold Credit Card Corporate Credit Card
Titanium Credit Card Business Credit Card
Woman's Gold Card
Platinum Plus Credit Card
Visa Signature Credit Card
World MasterCard Credit Card

Know more about Credit Cards.

 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:

EasyShop International Debit Card EasyShop Gold Debit Card

C P
l r
a e
s m
s i
i u
c m

C C
a a
r r
d d
s s

Specialised Cards
EasyShop International Business Debit Card
EasyShop Woman's Advantage Debit Card
EasyShop NRO Debit Card
Kisan Card

Prepaid Cards

Besides offering convenience, our Prepaid Cards have been tailored to

answer your travel and gifting needs.

Choose the one that best answers your needs:

DOCUMENTS REQUIRED IN OPENING A SALARY ACCOUNT

For opening a salary account in HDFC one has to fill the salary account

form..Apart from this other documents required for address proof

• 1 Photo.

• Ration Card.

• Passport.

• Driving license.

• Identity card issued by any institution.

• Copy of the electricity Bill/telephone bill showing residential address.

• Any document or communication issued by any authority of Central/State

Government/Local bodies showing residential address.

• Any other documentary evidence in support of his address in the

declaration.

After filling the form a welcome kit is assigned to the customer. It contains

• Debit Card/ATM Card-allows you to carry out transaction at the ATM.The

debit card can also be used at merchant establishments worldwide.

• Personal Identification Number (PIN)-This is your 4-digit code number to

enable you to carry out transaction at the ATM.

• Internet Banking Password (IPIN)-which enables you to log into our

Internet banking facility & carry out your transactions on the net.
• Telephone identification number (TIN)-which allows you to access our

phone Banking facility.

• Chequebook-containing 25 non-personalized cheque leaves.

 Introduction to Project

The project named as Level of “customer satisfaction on corporate

salary accounts” suggests aims to know the satisfaction level of

employees on various services. Two types of schemes are selected for

the purpose of analysis. The very first part of analysis is to go out in

the companies and find out to which bank the company is associated.

OBJECTIVE:

 Understanding the market

 Understanding the consumer behavior

 To gain an insight into the forms of market communication

through personal sell

 Applications of the various techniques of personnel for

selling the company’s products

 Understanding the customer needs and preferences through

the conduct of surveys

 As the name suggest, this project aims at finding out the satisfaction

level of employees on various services offered by Bank on salary

accounts. Project aims at understanding how customer relationship

marketing can go a long way from just focusing on transactions to

building long term profitable customer relationships. The project is also

aimed at understanding the sales management of the products of the

company, and how designing an effective marketing communication

mix helps the marketer to attract, persuade, urge and remind

customers of the company’s brands.

Need of the Project:

Private Banks are going to set their stance in most of the area in gurgaon for that

purpose it wants to have the whole idea of the industrial areas bit by bit of the

Gurgaon. That purpose requires the database of all industrial areas running in

Gurgaon. The work starts with mapping the areas plot wise with details of each

and every plot i.e.it is empty or under construction or some company is running.

If it is under the construction get the details of the companies which would find

their place in that construction area. If the company is running get the details of

company phone no, visiting card or the number of accounts head to which the

bank can contact in future.

This project also wants to know the potential of particular area or a company
 RESEARCH METHODOLOGY

As per the project defined I established a plan that had outlined the investigation

that was carried out as well as it helped me mapping the gurgaon industrial area

The research design is based on

What?

Mapping of Gurgaon Industrial Area.

To start the project the very first thing that I accounted was to figure out the

places wher the industries are located. For that I took the map and marked the

places which was to be visited.

Where?

Corporates,Business parks, industrial areas

The places which I visited were mostly the corporate business parks and

industrial areas.Apart from this I also figure out the buildings which were

under construction and where there was the possibility of future

establishments of companies
 PLACES VISITED

• Global Business park

• Infinity Towers

• Signature Towers

• Corporate Park

• Unitech Park

• Central Plaza

• Centrum Plaza

• Orchid Plaza

• Orchid Square

• Sector-18 Electronic City

• Sector 32

• Udhyog Vihar

When?

• I did the survey in the month of March and April and apart from this

carried out Customer relationship Management

Why?

• Geographical location of companies

At the start of the Project I was asked to go out in the existing companies

as well as the companies which are about to exist in buildings which are

under construction.There I was asked to find out to which Bank the

company is associated for corporate salary account.For that I chose the

location of the companies i.e.Industrial areas,corporate parks where large

number of companies exist.

• Exploring Business Potential of Consumer Banking in Corporate

Private Banks are going to set their stance in most of the area in gurgaon

for that purpose it wants to have the whole idea of the industrial areas bit

by bit of the Gurgaon. That purpose requires the database of all industrial

areas running in Gurgaon. The work starts with mapping the areas plot

wise with details of each and every plot i.e.it is empty or under

construction or some company is running.

If it is under the construction get the details of the companies which would

find their place in that construction area. If the company is running get the

details of company phone no, visiting card or the number of accounts

head to which the bank can contact in future.

Who?

Companies in Gurgaon Industrial area

The first and foremost thing that was striking my mind was whom to survey.The

answer to this question was to survey large,medium and small scale industries

which are located in various business parks and industrial areas far from city.

How?

• The project aims to create awareness about the HDFC Bank and to

analyze the parameters and services offered to corporate on salary

accounts. Following methodology will be adopted to fulfill the objectives:

Data collection: An in depth knowledge of the Salary account in Bank is

essential and therefore all available information related to corporate salary

account will be collected through internet, brochures, catalogues, magazines,

reports of previous years, various books about Banking and salary accounts and

interaction with the project guide and other staff in the office.

Designing the survey: A survey will be conducted to find the response of

customer’s in corporate. To carry the survey the questionnaires is to be designed

to know the response of employees on the services offered by HDFC bank in

comparison to other Banks. After that the papers filled by the customers will be

analyzed and conclusion will be drawn to reach to a particular outcome

SURVEY TECHNIQUE

I used survey technique as it involves the collection of primary data about

subjects, usually by selecting a representative sample of the population or

universe under study, through the use of a questionnaire. It is a very popular

since many different types of information can be collected, including attitudinal,

motivational, behavioral and perceptive aspects. It allows for standardization and

uniformity both in questions asked and in the method of approaching subjects,

making it far easier to compare and contrast answers by respondent group. It

also ensures reliability than some other techniques.

If properly designed and implemented ,surveys can be an efficient and accurate

means of determining information about a given population Results can be

provided relatively quickly, and depending on the sample size and methodology

chosen, they are relatively inexpensive.

As I had only a short period of time to cover such big areas so it was a better

technique as I can first find out the population and then select a sample from that

population on a random basis.

In survey technique I preferred in person interview survey. As face to face

interviews are a direct communication so, it provided us opportunities for

feedback from the respondent, which was a distinct advantage Not only there

was an opportunity to reassure that the respondent was actively participating, but

also I could clarify certain instructions or questions also had the opportunity to

probe answers by asking the respondent to clarify or expand on a specific

response. I supplement answers by recording our own observations, for instance

there is no need to ask the respondent’s companies phone etc

Sample plan and specifications

To start the Project there should be an ideal sample size and specifications so

that it could be achieved in required time.To accomplish the project the very first

thing that strike in my mind was the ideal sample size of the employees to be

surveyed. To derive accurate and real findings it was mandatory to take the

sample size of around 200.But due to limitation of time I was able to survey

around 175 employees.

Industries covered

• IT and software

• BPOs

• Call centers

• Security services

• Manufacturing units

• Food and allied products

• Pharmacy.
Apart from this I had surveyed 150 companies to just find out to which bank the

company is associated for corporate salary accounts. Following this I had also

filled up the forms of new recruiters in the companies which numbered aroun

ANALYSIS

CORPORATE ANALYSIS

The project named as Level of “customer satisfaction on corporate

salary accounts” suggests aims to know the satisfaction level of

employees on various services . Two types of schemes are selected

for the purpose of analysis. The very first part of analysis is to go out in

the companies and find out to which bank the company is associated.

PURPOSE:

 Understanding the market

 Understanding the consumer behavior

 To gain an insight into the forms of market communication

through personal sell

  Applications of the various techniques of personnel for

selling the company’s products

 Understanding the customer needs and preferences through

the conduct of surveys

As the name suggest, this project aims at finding out the satisfaction

level of employees on various services offered by Bank on salary

accounts. Project aims at understanding how customer relationship

marketing can go a long way from just focusing on transactions to

building long term profitable customer relationships. The project is also

aimed at understanding the sales management of the products of the

company, and how designing an effective

marketing communication mix helps the marketer to attract, persuade,

urge and remind customers of the company’s brands.

During the course of the Project I had visited around 150 companies.

My work was to find out to which bank the companies are associated

for corporate salary accounts

Market share of Banks for salary accounts

After visiting around 150 companies what I figuerd out is that the market share of

different banks in corporate salary accounts from 150 companies of which ICICI

leads with 21%,followed by HDFC with 18%.citibank with 17%,HSBC with

12%,StanC with 10%,Axis and ABN AMRO with 6%and other banks which

includes Bank of Baroda,Bank of America,Bank of India,SBI,ING Vysya

constitutes 10%. .

Type Of Bank to Which Companies are associated

.

The above chart depicts that the companies that were associated to different

Banks constituted Foreign,Private as well as Nationalized.Out of which Private

Banks lead with 55 %,foreign Banks with 38% and only 7 % constitute

Nationalized Banks

CONSUMER ANALYSIS

The Project also covered the analysis of level of customer satisfaction on

corporate salary account. For this project to be accomplishes a suitable

questionnaire was formed to know the inputs from the employees working in the
organization’s. Survey around 120 employees was done working in different

organizations and were asked to fill the questionnaire containing 14

questions.According to the response of the employees the study has been done

findings has been calculated.To carry out the consumer analysis a suitable

questionnaire was designed to figure out the appropriate findings and response

from consumers.

Does the process of getting a salary account in HDFC is

Simple Difficult Complex Time consuming

When this question was put up against the emplyoee there was 100 % response

that the process of getting a salary account is simple.

That’s because.to open a salry account it requires only 1 photo,1 ID proof Which

may be the Driving license,Passport,Election Voter ID,Ration card,PAN proof.If

there is no PAN proff the form 60 signed by the emplyoee is mandatory.

Do you get adequate response to your queries in HDFC?

 Instantly after some time too much time Never

The response to the above question resulted in 47% saying after some time,38%

saying that our response to the problems take too much time and only 15 %

saying that our problems get solved instantly.

If given choice, which bank will you prefer for opening up a

salary account?
 HDFC ICICI Standard Chartered HSBC

Any other please specify

When asked about their preference towards bank if given choice between tha

banks a huge 52% said they would go for ICICI,18% said they would like to have

HDFC and only 21% said they would prefer either citibank AND 9% voted for

stanc..The reason for the more inclination towards ICICI was that they have got a

large network covering wide ATM/s.There earlier response of ICICI was much

better.they got adequare response from customer care.When asked why they

won’t prefer HDFC the answer was simple lack of customer response and no

third party transaction.

In which income group do you fall?

 5000-10000 11000-15000 16000-20000 21000&above

When asked about the income group of the emplyoees in the organization 27%

were those whose salary exceed 21000 & above,55% were those whose salaries

were ranging between 16000-20000,13% were those whose salary ranges

between 5000-10000 and only 5% covered 11000-15000.

In which age group do you fall?

 20-25 26-30 30-40 41&above

When asked about the age group of the emplyoees 75% were in the range of 26-

30,while only 13% were in 20-25 and 12% in30-40.While no one was in the range

of 41 & above.

Do you have any preference for foreign banks?

 Yes No

The above question when shooted to the emplyoees whethr thay have any

preference for foreign banks,a huge mass of 88% told that they won’t prefer

foreign banks,while 12% told that they would go for foreign banks

Which service you avail frequently?

 Online banking phone banking ATM’s Transaction

Credit Card

When the emplyoees were asked that which service they avail frequently,84% went for

ATM’s transaction,11% used online banking service while only 5% used phone banking

and credit card.

Why do you prefer other banks over HDFC?

 Better services Minimum Balance account wide ATM
network

The response to the above question was that 94 % prefered better services as

the main reason behind the preference over HDFC.Only 2 and 4% constituted to

minimum balance account and wide ATM network respectively.When asked what

were those services the answer to this was they believe that banks other than

HDFc provides better services in terms of customer response.

How would you rate your existing corporate banking

relationship?
 Dissatisfied Somewhat satisfied Average

Delighted

When asked how would you rate your existing corporate banking relationship.the

response of the emplyoees was pretty much close to average.87% said banking

was average5% were delighted with the service of HDFC,while 8% were some

what satisfied eith the service while only 4% were dissatisfied.

What’s your perception about the brand image of HDFC?

Very Good Good Fair Average

In the above pie-chart it is clearly visible that 74% believes that the brand image

is good.while 19 % says it is fair and only a miniscule 7% says that brand image

is very good.

At what level would you rate the behavior of HDFC employees?

 Good praise worthy Rude

When asked at what level would you rate the behaviour of HDFC emplyoees the

response was 89% as good and 7% as praiseworthy and 4% said that HDFc

emplyoees are rude..

SWOT ANALYSIS

After Going Through the detailed process of analyzing market, available brands,

and the analysis is as follows

I have used the SWOT technique as my benchmark in a variety of areas: making

major decisions, recommending a strategy for a client, or even simply

understanding a company’s operation. In a business context it can often offer

valuable guidance and insight.

Strengths (Internal):

• What does the company do well?

• What are its assets?

• What advantages does the company have over its competitors?

Weaknesses (Internal):

• Why is the company for sale?

• What is done badly?

• Why is it losing money?

• How might a change in ownership affect the staff?

Opportunities (External):

• What has the competition missed?

• What are the emerging needs of the customer?

• What should this company be doing better?

Threats (External):

• Are the company’s competitors getting stronger?

• Will a change in ownership be perceived negatively by vendors and

customers?

• Does the company have cash to fund research and development?

• Will it be possible to retain key employees after the sale?

STRENGTHS:
 • Large share of low-cost deposits, higher net interest margin.

• Better quality of assets, NPA of 0.4 per cent.

• Free float available, FIIs can buy its stock.

• Higher profitability

• Associated with top 50 Corporate

• Brand image is good

• Well-conceived functional area strategies

• Innovative programs/services

• Good overall reputation?

• Insulated (at least somewhat) from strong competitive pressures?

• Competitive advantages

• Proven management

• A distinctive competence

• Adequate financial resources

• Good contacts/relations

• Good competitive skills

• Special expertise

HDFC Bank has a focused strategy for its retail business. The Bank is in the

process of acquiring customers aggressively and has identified its target

customers according to the potential existing among different groups.

Importantly, the focus is more on profitability than on garnering market share.

Currently, the Bank has 3.1mn retail accounts that is, a YoY growth of 40%. The

Bank is using its technology platform and is in a high capex phase to increase its

reach in its bid to access customers, cross sell its products and reduce their

transaction costs.

Core Banking Solution in place

HDFC Bank has one of the best technology platforms in the Indian

banking sector, which allows it to generate a strong MIS, do data mining

and cross sell products.

The usage of alternate channels is allowing it to reduce transaction costs

Weakness

• Marginal international presence.

Not very aggressive in M&A space, growing only organically.

Uncaptured market in international and rural business.

• Not Well-established subsidiaries in life and non-life insurance and AMC

business.

• Weak bench-strength.

• Size is less as compared to other top notch banks such as ICICI.

• No clear strategic direction.

• A deteriorating competitive position.

• Lack of managerial depth and talent.

• Missing any key skills or competencies.

• Poor track record in implementing strategy.

• Plagued with internal operating problems.

• Vulnerable to competitive pressures.

• Unable to finance needed changes in strategy.

 Opportunities

 Vast uncovered and untapped market.

 Rapidly Growing Market.

 Many MNC’s will come into existence.

 Large number of employment opportunities will lead to new

opening of accounts

 Enter new markets or segments

 Expand services to meet broader range of customer needs

 Diversity into related services

 Complacency

 Fast market growth

 Weak competitors

Threats

• Stiff completion from other Banks especially ICICI

• Difficult to differentiate on same platform

• Many new Banks are coming into existence

• Slow market growth

• Adverse government policies

• Growing competitive pressures

• Vulnerability to recession and business cycle

• Adverse demographic changes

 • Deviation of Existing Customers towards other Banks

FINDINGS

RELATION BETWEEN THE AGE GROUP AND BANK

PREFERENCE

The above graph depicts the relation between the age group and there

preferences towards bank if suitable choice is assigned to them.The above figure

shows that in the age group of 20-25 only 2 prefered HDFC,9 preferedICICI and

2 citibank,while no one opted for Stanc.In the age group of 26-30,23 prefered

HDFC,11 stanc,68 ICICI and 29 citibank.In the age group of 31-40,3 people

opted for HDFC and Stanc,6 opted for icici while only 1 went for citibank.
 RELATION BETWEEN AGE GROUP AND RESPONSE TO THE
QUERIES

In the age group of 20-25,only 4 people told that it takes too much time to get

response to queries,8 voted for after some time,1 for instantly.In the age group of

26-30,55 went for too much time,66 after some time and 10 voted for instantly.in

the age group of 31-40,only 1 said too much time,7 people went for after some

time and 5 went for instantly

 RELATION BETWEEN AGE GROUP AND SERVICE AVAILED

This graph depicts the relation between the age group and the type of service

they avail frequently.in response to the questionnaire.In the age group of 20-

25,12 people uses ATM transaction while only 2 uses online banking.in the age

group of 26-30,122 uses ATM Transaction,43 uses online banking.In the age

group of 31-40,12 uses ATM Transaction while only 3 uses online banking.
 RELATION BETWEEN AGE GROUP AND SATISFACTIONLEVEL
OF EMPLYOEES

The above graph depicts the relation between the age group and satisfaction

level of the emplyoees.The above figure shows that in the age group of 20-25

only1 said they are delighted,12 said that it is average.In the age group of 26-

30,4 said they are delighted,111 said that it is average,11 said they are some

what satisfied,while 5 were dissatisfied with th service.in the age group of 31-

40,only 2 were delighted,7 were average,3 were some what satisfied,while only 1

was dissatisfied in this group

 RELATION BETWEEN AGE GROUP AND BRAND PERCEPTION

The above graph shows the relation between age group and brand perception.

In the age group of 20-25,9 said brand is good,3 said it is fair,while only 1 said it

is very good.

In the age group of26-30,109 said brand is good,13 said it is fair,while 9 said it is

very good.

In the age group of 31-40,7 said it is good,5 said it is fair,1 said it is very good.

RELATION BETWEEN INCOME AND AGE GROUP

The above graph shows the relation between the income and age group of

people .There was no one in the range of 20-25 and 31-40 whose salary was

between 5000-10000.The re were 21 people in the age group of 26-30 whose

salary fall under 5000-10000.

There was no one 31-40 in the group of 11000-15000.There were 10 people in

the age group of 20-25 whose salary fall under 11000-15000,while in the age

group of 26-30 there wereonly 6 people.In the age group of 20-25 people there

were4 people whose salary fall under 16000-20000,while in the age group of 26-

30,79 people existe and in the age group of 31-40 only 4 people existed.In the

age group of 20-25 people there were 8 people whose salary was 21000 and

above while in the age group of 26-30 there were 25 people ,while in the age

group of 31-40 there were p people whose salary fall under 21000 and above.
 RELATION BETWEEN INCOME GROUP AND RESPONSE
TO QUERIES

In the income group of 5000-10000,11 told it takes too much time,4 told instantly

while 6 told it takes after some time.In the income group of 11000-15000,5 told

too much time,2 told queries get solved after some time.In the income group of

16000-2000,33 told it takes too much time,4 told that there queries get solved

instantly while50 told it takes after some time.in the income group of 21000 &

above,11 told it takes too much time,8 people told that there queries get solved

instantly while 23 told it takes after some time

RELATION BETWEEN INCOME GROUP AND SERVICE AVAILED

In the graph shown it clearly shows that in the range of income group 11000-

15000 only 20 people uses ATM Transaction.while no one uses online banking.In

the income group of 16000-20000,80 people uses ATM Transaction while 35

uses online banking.In the Income group of 21000 & above,only 38 people uses

ATM Transaction while only 13 uses online banking.

 RELATION BETWEEN INCOME GROUP AND SATISFATION
LEVEL OF EMPLYOEES

The graph clearly shows that in the income group of 5000-10000,20 people said

the service is average while 1 was dissatisfied.In the income group of 11000-

15000,only 7 said that service is averagIn the income groupof16000-2000 only1

opted for delighted,73 said the service is average,10 said they were some what

satisfied while 3 said they were dissatisfied with the service.In the Income group

of 21000 & above 6 said they were delighted,30 said they were average,4 said

some what satisfied while only 2 said they were dissatisfied.

 RELATION BETWEEN INCOME GROUP AND BRAND
PERCEPTION

The above graph depicts the relation between income group and brand

perception.In the income group of 5000-10000,20 said the brand is good while 1

said brand is very good.in the income group of 11000-15000,6 said brand is good

while 1 said it is fair.In the income group of 16000-20000,69 said it is good,6 said

very good and 12 said it is fair.In the income group of 21000 & above,30 said the

brand is good,4 said very good,while 8 people said brand is fair.

 RELATION BETWEEN INCOME GROUP AND BEHAVIOUR OF
HDFC EMPLYOEES

The above graph shows the relation between income group and behaviour of
HDFC emplyoees.In the income group of 5000-10000,20 people said
behaviour is good while only 1 said it is praise worthy.In the income group
of 11000-15000,6 people said that the behaviour is good,In the income
group of 16000-20000,73said it is good, 5 said it is praise worthy,while 4
said it is rude.In the income group of 21000 & above 3 people opted for
good while 5 for praise worthy and only 3 said the behaviour is rude.
 CONCLUSION

 HDFC Bank Ltd has been judged as the best service provider
Bank by the Corporate Customers.
 HDFC is far behind in case of Individual Customers from ICICI,
Citibank.
 ICICI is having wider network than the HDFC in case of
Individual Customers
 HDFC is having a lot of Potential in dealing with its Corporate
Customers and its market share is increasing continuously.
 HDFC Bank has adopted aggressive marketing strategy which
has best suited the organisation.
 Due to this strategy HDFC B ank has been able to attract a
large number of customers from other Banks.
 The distribution channel of HDFC Bank is relatively better than
other Banks except ICICI Bank.
 HDFC has also entered into rural market also.
Recommendations
• Unlike the retail segment of banking this segment of corporate sales

does not require extensive visible brand building by means of

aggressive advertising as done by most of the banks. Based upon my

observations I had been able to compile few recommendations, which

as per my knowledge are expected to bring about a great visibility of

the brand these are as follows:

• A major part of market seems to be unaware of the product offering of

private banks; hence there is an emergence to increase the brand

visibility with the help of Information campus, Presentations.

• Hoarding and banners at construction sites

• Tapping company owners of the construction sites

• Strengthening existing relationship with companies

• Putting up notifying boards of banking relations outside existing client

office

• Instead of establishing a new atmosphere is need to increase the no

charge free withdrawals from other bank ATM

• Direct mailers by name to companies.

 • Targeting those companies especially in Udhyog Vihar which pays

salary to employees in form of cheques.

• Time to time fed back of existing clients.

• Feed back of existing clients and maintain a monthly review chart.

LIMITATIONS OF THE STUDY

• The analysis may also cover historical data and thus indicates the past

performance which may not always be indicative of the future

performance.

• Wrong information provided by the employees in response to the

questionnaire filled

• People are reluctant to disclose their preferences

• Due to lack of awareness, many corporate may have a wrong perception

that they may be not interested to have face to face interaction with them.
 ANNEXURE
QUESTIONNAIRE

1-Does the process of getting a salary account in HDFC is

Simple Difficult Complex Time consuming

2-Do you get adequate response to your queries in HDFC?

Instantly after some time too much time Never

3-If given choice, which bank will you prefer for opening up a salary

account?

HDFC ICICI Standard Chartered HSBC

4-In which income group do you fall?

5000-10000 11000-15000 16000-20000 21000&above

5-In which age group do you fall?

 20-25 26-30 30-40 41&above

6-Do you have any preference for foreign banks?

Yes No

7-Which service you avail frequently?

Online banking phone banking ATM’s Transaction

Credit Card

8-Why do you prefer other banks over HDFC?

Better services Minimum Balance account wide ATM network

9-How would you rate your existing corporate banking relationship?

Dissatisfied Somewhat satisfied Average

Delighted

10-What’s your perception about the brand image of HDFC?

Very Good Good Fair Average

11-At what level would you rate the behavior of HDFC employees?
Good praise worthy Rude

Bibliography

• www.google.com

• www.hdfcbank.com

• www.howstuffworks.com

• HDFC Bank Brochures