A

Project Study Report

On

Training Undertaken at

COMPERATIVE ANALYSIS OF PRODUCTS & SERVICES OF

HDFC BANK WITH ITS COMPETITORS

Submitted in partial fulfillment for the

Award of degree of

Master of Business Administration

SHRI MATA VAISHNO DEVI UNIVERSITY
BY
DEV DUTT RAINA
2014-16

Declaration

I hereby declare that the work which is being presented in the project entitled
MARKETING STRATEGY OF MARUTI SUZUKI AT JAMKASH
VEHICLEADES PVT. LTD. in partial fulfillment of requirement of the award
for degree of BACHLER OF BUSINESS ADMINISTRATION is an original
work carried out by DEVDUTT RAINA under Supervision of MS.
AMARPREET KAUR

Dated:
(DEV DUTT RAINA)
M.B.A

ACKNOWLEDGEMENT
I wish to express my gratitude to HDFC BANK for giving me an opportunity to
be a part of their esteemed organization and enhance my knowledge by
granting permission to do summer training project under their guidance.
I am deeply indebted to my guide, Mr. ABHISHEK KHAJURIA, Branch
Manager, HDFC BANK LTD, for his valuable and enlightened guidance. He
provided me with the opportunity to learn in the bank and spared his valuable
time to help me.
My special thanks to Mr. YASHPAL SHARMA, PERSONAL BANKER
AUTHORISER, HDFC BANK LTD, for providing great support and help
whenever was required.
This project has been possible due to the support of several wonderful
individuals. I would like to thank many unknown individuals, with whom I
interacted. All of them with their due cooperation and motivation made the
completion of this project successful. I would like to thank them all.
Last but not the least I am highly obliged to my friends and colleagues for their
help and support. The learning during the project was immense and valuable.
Regards,
DEV DUTT RAINA

CONTENTS

S.NO.

PARTICULARS

1
2

INTRODUCTION TO THE INDUSTRY

INTRODUCTION TO THE ORGANIZATION

RESEARCH METHODOLOGY
3.1
3.2
3.3
3.4
3.5
3.6
3.7

Title of the study

Duration of the product
Objective of the study
Type of Research
Sample size and method of selecting ample
Scope of study
Limitation of study

FACT & FINDINGS

ANALYSIS & INTERPRETATION

SWOT

CONCLUSION

RECOMMENDATION & SUGGESTION

APPENDIX

10

BIBLIOGRAPHIES

Executive summary

INTRODUCTION TO THE
INDUSTRY

BANKING IN INDIA
Without a sound and effective banking system in India it cannot have a healthy
economy. The banking system of India should not only be hassle free but it should be
able to meet new challenges posed by the technology and any other external and
internal factors. For the past three decades India's banking system has several
outstanding achievements to its credit. The most striking is its extensive reach. It is no
longer confined to only metropolitans or cosmopolitans in India. In fact, Indian
banking system has reached even to the remote corners of the country. This is one of
the main reasons of India's growth process.

HISTORY:
The first bank in India, though conservative, was established in 1786. From 1786 till
today, the journey of Indian Banking System can be segregated into three distinct
phases. They are as mentioned below:
PHASE I - Early phase from 1786 to 1969 of Indian Banks
PHASE II - Nationalization of Indian Banks and up to 1991
PHASE III - Indian Financial & Banking Sector Reforms after 1991.

PHASE I:
The General Bank of India was set up in the year 1786. Next came Bank of Hindustan
and Bengal Bank.
The East India Company established
Bank of Bengal (1809),
Bank of Bombay(1840) and
Bank of Madras (1843)
as independent units and called it Presidency Banks.
These three banks were amalgamated in 1920 and Imperial Bank of India
was established which started as private shareholders banks, mostly Europeans
shareholders. During the first phase the growth was very slow and banks also
experienced periodic failures between 1913 and 1948. There were approximately
1100 banks, mostly small. To streamline the functioning and activities of commercial
banks, the Government of India came up with The Banking Companies Act, 1949
which was later changed to Banking Regulation Act 1949 as per amending Act of
1965 (Act No.23 of 1965). Reserve Bank of India was vested with extensive powers
for the supervision of banking in India as the Central Banking Authority. During those
days public has lesser confidence in the banks. As an aftermath deposit mobilization
was slow. Abreast of it the savings bank facility provided by the Postal department
was comparatively safer. Moreover, funds were largely given to the traders.

PHASE II:
Government took major steps in this Indian Banking Sector Reform after
independence. In 1955, it nationalized Imperial Bank of India with extensive banking
facilities on a large scale especially in rural and semi-urban areas. Second phase of
nationalization Indian Banking Sector Reform was carried out in 1980 with seven
more banks. This step brought 80% of the banking segment in India under
Government ownership.
The following are the steps taken by the Government of India to Regulate Banking
Institutions in the Country:
1949: Enactment of Banking Regulation Act.
1955: Nationalization of State Bank of India.
1959: Nationalization of SBI subsidiaries.
1961: Insurance cover extended to deposits.
1969: Nationalization of 14 major banks.
1971: Creation of credit guarantee corporation.
1975: Creation of regional rural banks.

 1980: Nationalization of seven banks with deposits over 200 crores.

After the nationalization of banks, the branches of the public sector bank India raised
to approximately 800% in deposits and advances took a huge jump by
11,000%.Banking in the sunshine of Government ownership gave the public implicit
faith and immense confidence about the sustainability of these institutions.

PHASE III
This phase has introduced many more products and facilities in the banking sector in
its reforms measure. In 1991, under the chairmanship of M Narasimham, a committee
was set up by his name which worked for the liberalization of banking practices.
The country is flooded with foreign banks and their ATM stations. Efforts are being
put to give a satisfactory service to customers. Phone banking and net banking is
introduced. The entire system became more convenient and swift. The financial
system of India has shown a great deal of resilience. It is sheltered from any crisis
triggered by any external macroeconomics shock as other East Asian Countries
suffered. This is all due to a flexible exchange rate regime, the Foreign Reserves are
high, the capital account is not yet fully convertible, and banks and their customers
have limited foreign exchange exposure.

1.2 NATIONALIZED BANKS IN INDIA

Banking System in India is dominated by nationalized banks. The
nationalization of banks in India took place in 1969 by Mrs. Indira Gandhi the
then prime minister. The major objective behind nationalization was to spread
banking infrastructure in rural areas and make available cheap finance to Indian
farmers. Fourteen banks were nationalized in 1969.
Before 1969, State of India (SBI) was only public sector bank in India. SBI was
nationalized in 1955 under the SBI Act of 1955. The second phase of
nationalization of Indian banks took place in the year 1980. Seven more banks
were nationalized with deposits over 200 crores
1.3 PRIVATE BANKS
All the banks in India were earlier private banks. They were founded in the preindependence era to cater to the banking needs of the people. But after nationalization
of banks in 1969 public sector banks came to occupy dominant role in the banking
structure. Private sector banking in India received a fillip in 1994 when Reserve Bank
of India encouraged setting up to private banks as part of its policy of liberalization of
the Indian Banking Industry. 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.
Private Banks have played a major role in the development of Indian banking
industry. They have made banking more efficient and customer friendly. In the
process they have jolted public sector banks out of complacency and forced them to
become more competitive.

INDIAN BANKING INDUSTRY ANALYSIS:

The banking scenario in India has been changing at fast pace from being just the
borrowers and lenders traditionally, the focus has shifted to more differentiated and
customized product/service provider from regulation to liberalization in the year
1991, from planned economy to market.
Economy, from licensing to integration with Global Economics, the changes have
been swift. All most all the sector operating in the economy was affected and banking
sector is no exception to this. Thus the whole of the banking system in the country has
undergone a radical change. Let us see how banking has evolved in the past 57 years
of independence.
After independence in 1947 and proclamation in 1950 the country set about drawing
its road map for the future public ownership of banks was seen inevitable and SBI

10

was created in 1955 to spearhead the expansion of banking into rural India and speed
up the process of magnetization.
Political compulsions brought about nationalization of bank in 1969 and lobbying by
bank employees and their unions added to the list of nationalized banks a few years
later.
Slowly the unions grew in strength, while bank management stagnated. The casualty
was to the customer service declined, complaints increased and bank management
was unable to item the rot.
In the meantime, technology was becoming a global phenomenon lacking a vision of
the future and the banks erred badly in opposing the technology up gradation of
banks. They mistakenly believed the technology would lead to retrenchment and
eventually the marginalization of unions.
The problem faced by the banking industry soon surfaced in their balance sheets. But
the prevailing accounting practices unable banks to dodge the issue.
The rules of the game under which banks operated changed in 1993. Norms or income
Recognition, Assets classification and loan loss provisioning were put in place and
capital adequacy ratio become mandatory. The cumulative impact of all these changes
has been on the concept of state ownership in banks. It is increasingly becoming clear
that the state ownership in bank is no longer sustainable.
The amendment of banking regulation act in 1993 saw the entry of new private sector
banks and foreign banks.

MAJOR PLAYER IN INDIA

1.

2.
3.
4.
5.
6.
7.
8.
9.
10.
11.

HDFC BANK LTD

ICICI BANK LTD
STATE BANK OF INDIA LTD
PUNJAB NATOINAL BANK LTD
BANK OF BARODA LTD
FEDERAL BANK LTD
AXIS BANK LTD
ING VYSYA BANK LTD
IDBI BANK LTD
INDUSIND BANK LTD
YES BANK LTD

11

INTRODUCTION TO THE
ORGANIZATION

12

COMPANY DESCRIPTION
HDFC BANK LTD.
HDFC Bank Limited is an Indian banking and financial services company
headquartered in Mumbai, Maharashtra. Incorporated in 1994, it is the fifth largest
bank in India as measured by assets. It is the largest private sector bank in India by
market capitalization as of February 2014. The bank was promoted by the Housing
Development Finance Corporation, a premier housing finance company (set up in
1977) of India. According to the Brand Trust Report 2014, HDFC was ranked 32nd
among India's most trusted brands. HDFC was ranked 45th on the list of top 50 Banks
in the world in terms of their market capitalization

PROMOTER
HDFC is Indias 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, 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 Banks 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 banks risk appetite. The bank is
committed to maintain the highest level of ethical standards, professional integrity,
corporate governance and regulatory compliance. HDFC Banks business philosophy
is based on five core values: Operational Excellence, Customer Focus, Product
Leadership, People and Sustainability.

13

CAPITAL STRUCTURE
As on 31st March, 2015 the authorized share capital of the Bank is Rs. 550 crore. The
paid-up share capital of the Bank as on the said date is Rs 501,29,90,634/( 2506495317 ) equity shares of Rs. 2/- each). The HDFC Group holds 21.67 % of the
Bank's equity and about 18.87 % of the equity is held by the ADS / GDR Depositories
(in respect of the bank's American Depository Shares (ADS) and Global Depository
Receipts (GDR) Issues). 32.57 % of the equity is held by Foreign Institutional
Investors (FIIs) and the Bank has 4,41,457 shareholders.
The shares are listed on the Bombay Stock Exchange Limited and The National Stock
Exchange of India Limited. The Bank's American Depository Shares (ADS) are listed
on the New York Stock Exchange (NYSE) under the symbol 'HDB' and the Bank's
Global Depository Receipts (GDRs) are listed on Luxembourg Stock Exchange under
ISIN No US40415F2002.

AMALGAMATION OF TIMES BANK & CENTURION

BANK OF PUNJAB WITH HDFC BANK
On May 23, 2008, the amalgamation of Centurion Bank of Punjab with HDFC Bank
was formally approved by Reserve Bank of India to complete the statutory and
regulatory approval process. As per the scheme of amalgamation, shareholders of
CBoP received 1 share of HDFC Bank for every 29 shares of CBoP.
The amalgamation added significant value to HDFC Bank in terms of increased
branch network, geographic reach, and customer base, and a bigger pool of skilled
manpower.
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. This was the
first merger of two private banks in the New Generation Private Sector Banks. 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.

DISTRIBUTION NETWORK
HDFC Bank is headquartered in Mumbai. As of March 31, 2015, the Banks
distribution network was at 4,014 branches in 2,464 cities. All branches are linked on

14

an online real-time basis. Customers across India are also serviced through multiple
delivery channels such as Phone Banking, Net Banking, Mobile Banking and SMS
based banking. The Banks 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 centres where the NSE / BSE have a strong and
active member base.
The Bank also has a network of 11,766 ATMs across India. HDFC Banks ATM
network can be accessed by all domestic and international Visa / MasterCard, Visa
Electron / Maestro, Plus / Cirrus and American Express Credit / Charge cardholders.

TECHNOLOGY
HDFC Bank operates in a highly automated environment in terms of information
technology and communication systems. All the banks 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 core banking 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.

15

BUSINESS PROFILE
HDFC Bank caters to a wide range of banking services covering commercial and
investment banking on the wholesale side and transactional / branch banking on the
retail side. The bank has three key business segments:

Wholesale Banking
The Banks target market is primarily large, blue-chip manufacturing companies in
the Indian corporate sector and to a lesser extent, 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.

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
liberalisation 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 banks 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.

Retail Banking
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 customers through the growing branch network, as well as
through alternative delivery channels like ATMs, Phone Banking, Net Banking and
Mobile Banking.
16

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 March 2015, the
bank had a total card base (debit and credit cards) of over 25 million. The Bank is also
one of the leading players in the merchant acquiring business with over 235,000
Point-of-sale (POS) terminals for debit / credit cards acceptance at merchant
establishments. The Bank is well positioned as a leader in various net based B2C
opportunities including a wide range of internet banking services for Fixed Deposits,
Loans, Bill Payments, etc.

RATINGS / 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 investment risk".
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
17

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 one of the first four companies, which subjected itself to a Corporate
Governance and Value Creation (GVC) rating by the rating agency, The Credit Rating
Information Services of India Limited (CRISIL). 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 was assigned a
'CRISIL GVC Level 1' rating in January 2007 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

BOARD OF DIRECTORS
PERSON

DESIGNATION

Mrs. Shyamala Gopinath

Chairman

Mr. Aditya Puri

Managing Director & CEO

Mr. A.N. Roy

Director

Mr. bobby parikh

Director

Mr. Keki Mistry

Director

Dr. Pandit Palande

Director

Mr. Partho Datta

Director

Mrs. Renu Karnad

Director

Mr. Malay Patel

Director

Mr. Paresh Sukthankar

Deputy Managing Director

Mr. Kaizad Bharucha

Executive Director

18

KEY MANAGERIAL PERSONS

Mr. Aditya Puri,
Mr. Paresh Sukthankar
Mr. Kaizad Bharucha,
Mr. Sashidhar Jagdishan
Mr. Sanjay Dongre

Managing Director
Deputy Managing Director
Executive Director
Chief Financial Officer
Executive Vice President (Legal) & Company
Secretary

SENIOR MANAGEMENT TEAM

Mr. A Parthasarthy
Mr. Abhay Aima
Mr. Anil Jaggia
Mr. Anil Nath
Mr. Bhavesh Zaveri
Mr. Deepak Maheshwari
Mr. Jimmy Tata
Mr. Navin Puri
Mr. Rahul Bhagat
Mr. Rajender Sehgal
Mr. Rakesh Singh
Mr. v. chakrapani

19

MISSION

World Class Indian Bank

Benchmarking against international standards.
To build sound customer franchises across distinct businesses
Best practices in terms of product offerings, technology, service levels, risk
management and audit & compliance.

VISION STATEMENT OF HDFC BANK

The HDFC Bank is committed to maintain the highest level of ethical standards,
professional integrity and regulatory compliance. HDFC Banks business philosophy
is based on four core values such as: Operational excellence.
Customer Focus.
Product leadership.
People.
The objective of the HDFC Bank is to provide its target market customers a full
range of financial products and banking services, giving the customer a one-step
window for all his/her requirements. The HDFC Bank plus and the investment
advisory services programs have been designed keeping in mind needs of customers
who seeks distinct financial solutions, information and advice on various investment
avenues.

BUSINESS STRATEGY
Increasing market share in Indias expanding banking
Delivering high quality customer service
Maintaining current high standards for asset quality through disciplined credit
risk management
Develop innovative products and services that attract targeted customers and
address inefficiencies in the Indian financial sector.

20

Business focus
HDFC Banks 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 banks risk appetite. The bank is
committed to maintain the highest level of ethical standards, professional integrity,
corporate governance and regulatory compliance.
HDFC Banks business philosophy is based on five core values: Operational
Excellence, Customer Focus, Product Leadership, People and Sustainability.

Distribution network
HDFC Bank is headquartered in Mumbai. As of March 31, 2015, the Banks
distribution network was at 4,014 branches in 2,464 cities. All branches are linked on
an online real-time basis. Customers across India are also serviced through multiple
delivery channels such as Phone Banking, Net Banking, Mobile Banking and SMS
based banking. The Banks 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 centers where the NSE / BSE have a strong and
active member base.
The Bank also has a network of 11,766ATMs across India. HDFC Banks ATM
network can be accessed by all domestic and international Visa / MasterCard, Visa
Electron / Maestro, Plus / Cirrus and American Express Credit / Charge cardholders.

21

INTEGRATED FINANCIAL SERVICES

SECURITISATION

HDFC CHUBB GENERAL

INSURANCE CO. LTD.

Future Activities

DISTRIBUTION
22

HIGHLIGHTS OF HDFC BANK LTD 2014-2015

Net profit
Rs.10216 crore. An increase of 20.5%compared to the previous year.

Balance sheet size

Rs.590503 crore. An increase of 20.1% compared to previous year.

Total advances
Rs.365495 crore. An increase of 20.16% compared to the previous year.

Capital adequacy ratio

16.8%

Tier I
13.7%

Gross non performing assests

0.93% gross advances

Network
Branches:-4014
ATM:-11766
Cities/towns:-2464

23

WORK PLACE TRANSFORMATION

FIVE S PART OF KAIZEN
Focus
on
effective
work
place
organization
believe in Small changes lead to large improvement Every successful
organization have their own strategy to win the race in the competitive market. They
use some technique and methodology for smooth running of business. HDFC BANK
also acquired the Japanese technique for smooth running of work and effective work
place organization.
Five S Part of Kaizen is the technique which is used in the bank for easy and
systematic work place and eliminating unnecessary things from the work place.

BENEFIT OF FIVE S

It can be started immediately.

Every one has to participate.
Five S is an entirely people driven initiatives.
Brings in concept of ownership.
All wastage are made visible.

FIVE S
S-1

SORT

SEIRI

S-2
S-3

SYSTEMATIZE
SPIC-N-SPAN

SEITON
SEIRO

S-4
S-5

STANDARDIZE
SUSTAIN

SEIKETSU
SHITSUKE

1. SORT:
It focus on eliminating unnecessary items from the work place. It is excellent way to
free up valuable floor space. It segregates items as per require and wanted.

2. SYSTEMATIZE:
Systematize is focus on efficient and effective Storage method. That means it identify,
organize and arrange retrieval. It largely focus on good labeling and identification
practices.
Objective: A place for everything and everything in its place.

24

3. SPIC- n - SPAN:
Spic-n-Span focuses on regular clearing and self inspection. It brings in the sense of
ownership.

4. STANDERDIZE:
It focuses on simplification and standardization. It involves standard rules and
policies. It establish checklist to facilitate autonomous maintenance of workplace. It
assigns responsibility for doing various jobs and decides on Five S frequency.

5. SUSTAIN:
It focuses on defining a new status and standard of organized work place. Sustain
means regular training to maintain standards developed under S-4. It brings in selfdiscipline and commitment towards workplace organization.

25

UNIT: HDFC BANK LIMITED

CB-13, GUPTA TOWER
BAHU PLAZA, GANDI NAGAR
JAMMU- 180001
Tel: 0172- 5062917
Registered Office
HDFC Bank House,
Senapati Bapat Marg,
Lower Parel,
Mumbai 400 013.
Tel: + 91 22 66521000
Fax: + 91 22 24960737
Website: www.hdfcbank.com

26

PRODUCT
OF
HDFC BANK

27

PRODUCT OF HDFC BANK LTD.

ACCOUNT & DEPOSITS SERVICE
Banking should be effortless. With HDFC Bank, the efforts are rewarding. No matter
what a customer's need and occupational status, we have a range of solutions that are
second to none. Whether you're employed in a company and need a simple Savings
account or run your own business and require a robust banking partner, HDFC Bank
not only has the perfect solution for you, but also can recommend products that can
augment your planning for the future.
It includes these services: -

Saving accounts.

Current accounts.
Fixed deposits.
Demat account.
Safe deposits lockers.

Savings Accounts
These accounts are primarily meant to inculcate a sense of saving for the future,
accumulating funds over a period of time. Whatever persons occupation, bank have
confident that person will find the perfect banking solution. There some saving
accounts like: -

Regular Saving Account:

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 Net Banking, Phone Banking and Mobile Banking. If you need
money urgently then you can take money from the ATM machine. There are 1977
ATM centers across the country.

28

Saving plus Account

Introducing the best banking option for you with HDFC Bank Savings plus Account.
Now you can get access to some of the finest banking facilities with HDFC Bank's
Savings plus Account. All you have to do is maintain an Average Quarterly Balance of
Rs. 10,000/-.

Saving Max Account

Welcome to a world of convenience. Presenting Savings Max account, loaded with
maximum benefits to make your banking experience a pleasure. By maintaining an
average quarterly balance of just Rs. 25,000/- you get a host of premium services
from HDFC Bank absolutely free.

Senior Citizen Account

HDFC Bank appreciates your needs and endeavors, which is why, they present an
account especially dedicated to customer, which like a dutiful child will help you
fulfill your needs in the best manner possible.
No frills Account
In an effort to make banking simpler and more accessible for customers, bank has
introduced the 'No Frills' Savings Account, which offers customer all the basic
banking facilities. Customer can even avail of services like Net Banking, Mobile
banking free of cost. In this customer can put Zero Initial Pay-in and a Zero Balance
account

Institutional saving accounts

A specially designed account that offers twin benefits of a savings as well as a current
account. Customers funds continue to earn you interest while he enjoys hassle-free
banking & a host of other features. All this and more in a Zero Balance account.

29

Salary Accounts
In this account customer can get salary from where he/she doing such job and
organization or company at where the customer of the bank in doing job deposit their
salary in to the salary account a person can get salary.
There are various kinds of saving accounts in the HDFC Bank like: -

Pay roll account.

Classic salary account.
Regular salary account.
Premium salary account.
Defense salary account.
No frills salary account.
Reimbursement salary account.

Kids advantage account

Start saving for your child today and secure his/her future a sentence tells by the
Hdfc bank. Open a Savings Account and transfer money every month into customers
Kids Advantage Account and watch the savings grow as customers child grows. The
accumulated savings in the Kids Advantage Account can over the years help in
meeting customer child's needs.

Women's Savings Account

Get a complete banking solution with the Womens Savings Account, which comes
loaded with features catering to your financial, investment and lifestyle needs.
EasyShop Woman's Advantage Debit Card with a host of benefits like:

Re.1 Cashback for every Rs 200/- spent

Personal Accident Death Cover of Rs 2 lacs
Transaction limit of Rs. 25,000 per day for cash withdrawal and shopping

limit of Rs. 1.25 lacs per day.

Make the most of the optional MoneyMaximizer (sweep-out) facility to transfer your
surplus funds to fixed deposits. If the balance in your Women's Savings Account
exceeds/reaches Rs 1,00,000, the amount in excess of Rs 75,000 will be transferred to
a fixed deposit for a one year and one day period.
Bank conveniently with facilities like NetBanking, Phonebanking and MobileBanking
check your account balance, pay utility bills or stop cheque payments all via SMS.

30

Current accounts
HDFC Bank Current Account gives the power of inter-city banking with a single
account and access to more than cities. From special cheques that get treated at par
with local ones in any city where branch, faster collection of outstation cheques
(payable at branch locations), free account to account funds transfer between HDFC
Bank accounts to Free inter-city clearing of up to 100 lakhs per month, banks
priority services have become the benchmark for banking efficiency.
Now, with an HDFC Bank Current Account, experience the freedom of multi-city
banking. Person can have the power of multi-location access to his account from any
of our 761 branches in 327 cities. Not only that, he can do most of his banking
transactions from the comfort of his office or home without stepping out.
There are various kinds of current account in this bank like: -

Plus current account

HDFC Bank plus Current Account gives the power of inter-city banking with a single
account and access to more than cities. Plus Current Account requires maintaining an
average quarterly balance of Rs. 100,000.

Trade current account

In today's changing business requirements, you need to transfer funds across cities,
and time is of the essence. HDFC Bank Trade Current Account gives power of intercity banking with a single account.
From special cheques that get treated at par with local ones in any city where bank
have a branch, to free account to account funds transfer between HDFC Bank
accounts, to free inter-city clearing of up to 50 lakhs per month, banks priority
services have become the benchmark for banking efficiency. Trade Current Account
requires maintaining an average quarterly balance of Rs. 40,000.

Premium current account

Business needs a partner who can manage finances while concentrate on growing
business. Form this account customer can avail benefits of inter-city banking account
that requires an average quarterly balance of only Rs. 25,000, offers Payable-At-Par
cheque book facility & FREE inter-city clearing transactions across our network up to
Rs.25 Lacs per month.
A Current Account with the benefits of accessing account from a large network of
branches, and through direct access channels - the phone, mobile, Internet and
through the ATM.
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Regular current account

A Current account is ideal for carrying out day-to-day business transactions. With the
HDFC Bank Regular Current Account, customer can access account anytime,
anywhere, pay using payable at par cheques or deposit cheque at any HDFC bank
branch. It also facilitates FREE NEFT transactions & FREE RTGS collections for
faster collections in account. Regular Current Account requires to maintain an average
quarterly balance of only Rs. 10,000.
With a vast network of branches in cities all over the country, and access to a
multitude of ATM's, customer can keep track of all transactions anytime.

Reimbursement Current Account

No more paperwork, no more receipts to keep track of - a hassle-free account that
allows deposit the reimbursements receive from company/organization on a monthly
basis.
To open this account a person has to follow these processes:
Procure an Account Opening Document (AOD) from HDFC Bank. (If person has just
joined, first request to company to open up a Salary Account for particular person).
Mention Salary Account number and Debit Card number on the AOD so that Debit
card can be linked to both, Salary Account as well as new Reimbursement Account.
Request company to directly credit cash payments to the Reimbursement Account.

RFC Domestic Account

Full name of this account is Resident foreign currency account.
Have you accumulated foreign currency from travelling abroad frequently? Received
gifts from relatives in foreign currency? Or earned it by any other means as approved
by the Reserve Bank of India?
If so, open Resident Foreign Currency Domestic Account and manage foreign
currency efficiently. Person can choose to set up your account either in US Dollar,
Great Britain Pound or Euro.
To open this accounts a person as to follow this process: Choose the currency in which person wish to operate. Open 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.

Flexi current account

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Tired of static transaction limits during peak seasons? HDFC Bank Flexi Current
Account is the answer to changing banking needs during peak seasons.
With HDFC Bank Flexi Current Account Cash Deposit and Anywhere Transaction
limits are a multiple of the balance you maintain in Current Account. So, during peak
seasons, customer get the benefit of higher transaction limits due to the higher average
balances maintained in account. Whats more, during lean seasons, person need not
worry about maintaining huge balances to enjoy high transaction limits, which person
anyway may not need. Flexi Current Account requires to maintain a minimum
Average Monthly Balance (AMB) of just Rs. 75,000.

Apex current account

The top position is always the desirable position. With the Apex current account, take
business to a new high. On maintaining an average quarterly balance of Rs. 10 lakhs,
this account makes sure person make the most of every business opportunities coming
his way. Unlimited, free, anywhere Banking experience at the APEX is reserved for
person who joints this.

Max current account

Maximum benefits and minimum hassles for customer with Max Current Account
with a Rs. 5 lakhs average quarterly balance requirement, bank present to world of
privileges that helps business expand and grow. Features like maximum free
transaction limits including other beneficial features on this current account truly
enhances business potential to the Maximum.

Fixed deposits service

Long-term investments form the chunk of everybody's future plans. An alternative to
simply applying for loans, fixed deposits allow to borrow from own funds for a
limited period, thus fulfilling needs as well as keeping savings secure.
People can invest his/her money into either in security market or gold or mutual fund
or into a fix deposits. People always go to that way where he/she can get more
benefits and minimum risks. So, for this purpose he has a better chance to deposits
money in to the fix deposit.
If people believe in long-term investments and wish to earn higher interests on his/her
savings, now is the time to invest money in HDFC bank Fixed Deposit. Get up to
8.50% on HDFC Bank Fixed Deposit with an additional 0.50% for Senior Citizens.

33

What's more NO PENALTY if withdraw part of the FD in times of need. Flexibility,

Security and High Returns all bundled into one offering.

Regular fix deposit

As per the rules and regulation of the bank a person can deposit their money in to a fix
deposit in the bank and can get the benefits of these facilities..

Five year tax saving fix deposit

In 2006, it was announced for the first time that Bank fixed deposits booked by an
Individual/HUF for 5 years & up to Rs. 1,00,000/- will be allowed exemption under
Sec 80C of the Income Tax Act,1961 subject to necessary declarations taken from the
Customer.

Super saver facility

Customer can enjoy a high rate of interest along with the liquidity of a Savings
Account by opting for a Super Saver Facility on his or her savings account. Avail of
an overdraft facility of up to 75% of the value of his or her Fixed Deposit.

Sweep-in facility
Do you wish to avoid taking overdrafts, and still take advantage of your Fixed
Deposits? Then what you need is a Sweep-In Facility on savings account. Link Fixed
Deposit to Savings or Current Account and use it to fall back on in case of
emergencies. A deficit in Savings or Current Account is taken care of by using up an
exact value from Fixed Deposit. Since deposits are broken down in units of Re 1/-,
customer will lose interest only for the actual amount that has been withdrawn.

Demat account service

Nowadays share market is becoming is the main occupation of the person. So to
avoid faulty processes demat account is really most important for the share market
and for the safety of shares it is most important.
HDFC BANK is one of the leading Depository Participant (DP) in the country with
over 8 Lac demat accounts.
HDFC Bank Demat services offers a secure and convenient way to keep track of
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 participant both with -National Securities Depositories
Limited (NSDL) and Central Depository Services Limited (CDSL).

34

Safe deposit locker

A Safe Deposit Locker with HDFC Bank is the solution to persons fear. Located at
select branches in cities all over the country, banks lockers ensure the safe keeping of
valuables.
Eligibility
An individual (not minor), firms, limited company, associations, clubs, trusts,
societies, etc may hire a locker.
Advantages of safe deposit locker in HDFC bank
Wide Availability.
Lockers available in various sizes. i.e. Small, Medium, Large and Extra Large with
varying rents.
Lockers are rented out for a minimum period of one year. Rent is payable in advance.
No deposits are required to avail a locker. Just open an account and get the locker
facility.
There is a nominal annual charge, which depends on the size of the locker and the
centre in which the branch is located.
Nomination for Safe Deposit Locker
The Lockers and their contents can be nominated to people near and dear to you.
Nomination facility is available to individual hirer of Safe Deposit Locker.
In the case of a sole hirer of a safe deposit locker, nomination can be made in favor of
only one individual.
Where the safe deposit locker is hired in the name of a minor, the nomination shall be
made by a person lawfully entitled to act on behalf of the minor.

Terms & Conditions

For obtaining a Locker at HDFC Bank you must be an account holder with Bank.
Lockers can be allotted individually as well as jointly.
The Locker holder is permitted to add or delete names from the list of persons who
can operate the Locker and can have access to it.
Loss of Key is to be immediately informed to the concerned Branch.

35

LOAN SERVICES
In todays competitive world everything happens only with the help of money or
through the money every person need money. But some time a person has not cash on
hand at that time he needs lone either from any friend or from any financial institute.
Loan does not mean that only lower class person needs it but also upper class person
it is needed.
As per the requirement of the every person there are much type of loans are there in
the HDFC bank.

Personal loan
A person has so many dreams but some time due to scarcity of money a dream cant
be satisfy. So, here one solution for that person this is personal loan. From this he/she
can fulfill their needs or requirement. It can be any thing either a dream of vacation or
son/daughters admission to college or any wedding, so personal loan can be helpful
in this entire requirement.
As person ordered in the hotel for tea or coffee and it is immediately came fast, same
over here any person want to get a personal loan with the nominal documents he can
get the loan.

Home loan
HDFC Bank brings, HDFC home loans to doorstep. With over 30 years of
experience, a dedicated team of experts and a complete package to meet all housing
finance needs, HDFC Home Loans, help people realize dream.

Vehicles loan
Nowadays the life is being so fast, time value is becoming more important so to
reach at the destination of any business related occasion or for a boy to reach college
or anywhere at the fix time there are so many requirement of vehicles. But every
people have no capacity to purchase vehicles with cash so for that here in the HDFC
bank vehicles loan is available. There are many types of vehicles loan.

Types of vehicles loan:

Two wheeler loans.
36

New car loan.

Used car loan.
Tractor loan (for agree culture business).
Commercial vehicle loan.

So, as per the requirement of the person there are these types of loans are available
this are at the chip rate and hassel free from more documentation and other procedure.
And commercial businessman can get the benefits of the commercial vehicles loans.
Thus as per the need of different people there are vehicle loans available. And also
terms and condition are different as per the requirement.

Express loan plus

Bank offer Express Loans Plus at person Doorstep to help fulfill all his/her needs.
The procedure is simple, documentation is minimal and approval is quick. It is helpful
to person in repairing of house, School admission or also in the family holiday.

Gold loan
With HDFC Bank's Gold Loan, person can get an instant loan against gold jewellery
and ornaments. The procedure is simple, documentation is minimal and approval is
quick. A person can get 70% loan on the value of the gold jewellery and
ornaments.There is also availability of the overdraft on the gold jewellery. With this a
customer can get free additional services like free personalized cheque book, free
international debit card, and free net banking phone banking services.
Educational loan
Nowadays important of education becoming very high. ASs it important becoming
high it is becoming costly. So in the higher education some time people can not effort
a high price at a same time. So, there is education loan is also available for the
student.
A person can get loan up to 10 lakhs to study in India and 20 lakhs if he wants to
study in abroad. Loan available up to tenure of 7 years including moratorium period.
Loans disbursed directly to the educational institution. It is released as per fee
schedules of institutes. Exclusive Telegraphic Transfer facility available for courses
abroad. Loans available for short duration/ job oriented courses also.

Loan against security

37

With HDFC Bank's Loan against Securities, person can get an overdraft against
securities like Equity Shares, Mutual Fund Units(Equity, Debt, FMPs), Gold
Exchange Traded Fund(ETF),NABARD's Bhavishya Nirman Bonds, Policies issued
by LIC & Select Private Insurance Companies, NSC, KVP, UTI Bonds (ARS & US64
Bonds) and Gold Deposit Certificates, while still retaining ownership. And the best
part is that he can continue to enjoy all his shareholder benefits such as rights,
dividends and bonuses Loan available to NRIs against Shares, Mutual Funds (equity,
Debt, FMPs), US64 Bonds, Insurance Policies, NSC, and KVP.

Loan against property

HDFC Bank brings Loan Against Property (LAP). Person can now take a loan
against residential or commercial property, to expand his business, plan a dream
wedding, and fund his child's education and much more. He can depend on bank to
meet all his business requirements even to purchase a new shop or office for business.
Loan to purchase Commercial Property (LCP) is a specially designed product to help
person expand his business without reducing the capital from his business.
These are loans services providing by HDFC bank which are very hassle free and
really benefits for most of customer and most of customer are satisfied by the loan
services providing by the bank.

38

CARD SERVICES
In todays competitive and fast time card services providing by the banks are
really very important to every person and every business needs or to take meal in to
the hotel or to purchase jewellery from the jewellery shops cards are playing good
role in the banking sectors.
Bank ranges of Cards help to meet financial objectives. So whether persons are
looking to add to his buying power, conducting cashless shopping, or budgeting his
expenditure, he will find a card that suits him.

Credit cards
A person wants many things like, a trip to Bali, a diamond ring for wife's dreams.
Some dreams can't wait. If there's something person has always wanted. If a person
wanted fulfill his wants he can get benefits from the HDFC banks credit cards
facilities. different types of credit
Classic cards
Silver Credit Card.
Value plus Credit Card.
Health Plus Credit Card.
Premium Cards:
Gold Credit Card
Titanium Credit Card
Woman's Gold Card
Platinum Plus Credit Card
Visa Signature Credit Card
World MasterCard
Commercial Cards
Corporate Credit Card

Debit card
HDFC Bank Debit Cards give person complete and instant access to the money in his
accounts without the risk or hassle of carrying cash.
39

Types of debit card:

Classic card
Easy shop international Debit card.
Premium card
Easy shop gold Debit card.

Specialized card

Easy Shop International Business Debit Card.

Easy Shop Woman's Advantage Debit Card.
Easy Shop NRO Debit Card.
Kissan Card.

Prepaid card
Besides offering convenience, Prepaid Cards have been tailored to answer travel and
gifting needs.
ForexPlus Cards
Prepaid Travel Card.
Gift Plus Cards
Prepaid Gift Card.
Food Plus Cards
Prepaid Food Plus card.
Money Plus Card
The Corporate Payment card

40

INVESMENT AND INSURANCE SERVICE

Nowadays a ward investment is becoming more popular. Person invest their money in
to various schemes or in to the gold or share market etc. but some time he is in to the
difficult situation, for that bank help person invest wisely through financial and
investment services.

Types of investment: Mutual Funds

Invest through the Mutual Fund route to meet varied investment objectives.

Insurance
Traditional Plans
Unit Linked Plans
HDFC children's PLAN.
HDFC Unit Linked Young Star Plus II.
HDFC Money Back Plan.
HDFC Unit Linked Young Star Suvidha.
HDFC Savings Assurance Plan.
HDFC Unit Linked Young Star Suvidha Plus
HDFC Assurance Plan.
HDFC Unit Linked Pension.
HDFC Term Assurance Plan.
HDFC Unit Linked Pension Plus.
HDFC Loan Cover Term Assurance Plan.
HDFC Unit Linked Endowment Plus II.
HDFC Endowment Assurance Plan.
HDFC Unit Linked Endowment Suvidha.
HDFC Single Premium Whole of Life Insurance

GENERAL AND HEALTH INSURANCE

Complete protection for business, health, travel & more.

41

Bonds
A secure investment avenue giving stable returns with tax benefits.
Financial Planning Start Now Plan investments to meet financial goals
Knowledge Centre
Profit from research and make informed investment decisions.
Equities & Derivatives
Leverage banks vast information repository and transact online.
Mudra Gold Bar
Buy 24 Karat gold bars made in Switzerland and certified by Assay.

FOREX AND TRADE SERVICE

Nowadays businesses becoming worldwide e.g. India to America but main problems
are about monitory transaction because at every country the currency become changed
so for that banks are playing a very important for the businesses.
If people need to deal in foreign currency and keep tabs on exchange rates every now
and then, transfer monies to India, make payments etc., HDFC Bank has a range of
products and services that people can choose from to transact smoothly, efficiently
and in a timely manner.
Bank offering following Foreign Exchange Products and Services.

Foreign Exchange and Trade Services

The following are different methods of transacting in Foreign Exchange and remitting
money.
Travelers Cheques.

Foreign Currency Cash.

Foreign Currency Drafts.
Cheque Deposits.
Remittances.
Cash to Master.
Trade Services.

Forex Services Branch Locator.

Important guidelines and schedules All Foreign Exchange transactions are conducted
by strictly adhering to RBI guidelines. Depending on the nature of transaction or point
of travel, people will need to understand his Foreign Exchange limits.
RBI Guidelines.
Forex Limits.

42

PAYMENT SERVICE
Nowadays life of a person become very stressful and he/she becoming busy with
their own business, but they have to payment for something so for that reason banks
payment services become started. With HDFC Bank's payment services, person can
bid goodbye to queues and paper work. Banks range of payment options make it easy
for pay for a variety of utilities and services.

Verified By Visa
Do you want to be worry free for your online purchases. Now you can shop securely
online with your existing Visa Debit/Credit card.

Net Safe
Now shop online without revealing your HDFC Bank Credit Card number. What
more, you can now use your HDFC Bank Debit Card also for online purchases.

Merchant Services
Accept all Visa, MasterCard, credit and Debit cards at your outlets through state of the
art POS Machines or through your website and experience hassle free payment
acceptance.
Prepaid Mobile Refill
If you are an HDFC Bank Account holder, you can now recharge your Prepaid Mobile
Phone with this service.

Bill Pay
Pay your telephone, electricity and mobile phone bills at your convenience. Through
the Internet, ATMs, your mobile phone and telephone - with Bill Pay, our
comprehensive bill payments solution.

Visa Bill Pay

Pay your utility bills from the comfort of your home! Pay using your HDFC Bank
Visa credit card and forget long queue and late payments forever

43

Pay Now
Use your HDFC Bank Credit Card to pay your utility bills online, make subscriptions
and donations; no registration required. Enjoy credit free period and reward points as
per your credit card features.

Insta Pay
Pay your bills, make donations and subscribe to magazines without going through the
hassles of any registration.

Direct Pay
Shop or Pay bills online without cash or card. Debit your account directly with our
Direct Pay service!

Visa Money Transfer

Transfer funds to any Visa Card (debit or credit) within India at your own
convenience through HDFC Bank's Net Banking 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 Net Banking facility.
Religious Offerings
Now donate to your favorite temple easily and securely using HDFC BANK's
Net Banking.

IMPERIA/PREFERRED/CLASSIC BANKING
As a special customer bank providing a TAJ to customer with name imperia/preferred
customer. For that bank provide a special service to their customer. HDFC Bank's
preferred/imperia Programme is the royal decree that enhances the exclusivity that

44

you are accustomed to. It makes you feel special at every step, pampering with
services those others can only dream about. This service goes beyond the obvious,
rises above the expected, so that the whole world can see, that even today, the
grandeur and magnificence of royalty is alive and well.
Thus as retail banking service bank providing really good and beneficial services to
their customer and as family member they are providing good services to every
customer either they are came business related or anything. So for this reason HDFC
bank playing a good role in the customers life for their monitory transaction.

NRI BANKING
With a view to attract the savings and other remittance into India through banking
channels from the person of Indian Nationality / Origin who are residing abroad and
bolster the balance of payment position, the Government of India introduced in 1970
Non-Resident(External) Account Rules which are governed by the Exchange Control
Regulations.
The funds held in Non-Resident (External) Accounts (NRE Accounts) qualify for
certain benefits like exemptions from taxes in India, free repatriations facilities, etc.

Deposit types
NRI-Banking facilitates the NRI customer to open the following account types.

NRE (Non Resident External Accounts)

It can be in the form of Savings, Current or fixed deposits in Indian rupees. The funds
in this account are fully repatriable.

NRO (Non Resident Ordinary Accounts)

It can be in the form of Savings, Current or Fixed Deposits in Indian Rupees. The
funds in this account are not repatriable (only interest accrued is repatriable).

FCNR (Foreign Currency Non Resident Accounts)

It can be in the form of fixed Deposits only, in the five major currencies, namely US
Dollars, GBP, DM, Euro, and Japanese Yen. The funds in this account are fully
repatriable

WHOLESALE BANKING
Wholesale banking is the provision of services by banks to the like of large
corporate clients, mid-sized companies, real estate developers and investors,
international trade finance businesses and institutional customers, such as pension
funds and government entities/agencies. Also included is banking services offered to
other financial institutions. In essence, wholesale banking services usually involve

45

high value transactions. Wholesale banking compares with retail banking, which is the
provision of banking services to individuals.

Wholesale banking services

Corporate service
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
Supply Chain Partners
Agricultural Lending
Small & medium term enterprises
HDFC Bank understands how much of hard work goes into establishing a successful
SME. Bank also understands that business is anything but "small" and as demanding
as ever. And as business expands and enters new territories and markets, person need
to keep pace with the growing requests that come in, which may lead to purchasing
new, or updating existing plant and equipment, or employing new staff to cope with
the demand. That's why HDFC Bank has assembled products, services, resources and
expert advice to help ensure that your business excels.
The following links will help identify individual needs.
Funded Services.
Non-Funded Services.
Specialized Services.
Value Added Services.
Internet Banking.
Financial institutions & trusts
Banks.
Financial Institutions.
Mutual Funds.
Stock Brokers.
Insurance Companies.
Commodity Businesses.
Trusts.

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.

46

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.
Collection of stamp duty is done via franking mode in the state's of Maharashtra &
Gujarat.
The Stamp Duty Franking Facility is available at following branches in Maharashtra
Fort, Chembur, Lower Parel, Mira Road, Thane (Talao Pali), Panvel, Ratnagiri,
Pune(FC Road), Kolhapur, Nagpur, Pimpri.
The Stamp Duty Franking Facility is available at following branches in Gujarat
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 Organisation).
Electronic Collection of fees on behalf of DGFT is done by the bank too.

47

Awards and Achievements

Banking Services
2015
Forbes Asia
AIMA Managing India Awards 2015
Barron's
Finance Asia poll on Asia's Best
Companies 2015

Fab 50 Companies List for the 9th year

Business Leader of the Year - Aditya Puri
World's 30 Best CEOs - Mr Aditya Puri
Best Managed Public Company - India'
Best CEO- Aditya Puri
Best Corporate Governance- Rank 3
Best Investor Relations- Rank 3
- Best in class straight Through Processing
Rates

J. P Morgan Quality Recognition Award

2014
Euromoney

Euromoney Private Banking and Wealth

Management Survey 2015

FE Best Bank Awards

- HDFC Bank wins Best Private Banking

Services for Super affluent clients for 5
years in a row at Euromoney Awards
- Best Private Banking Services award for
Net-worth-specific services category for
Super affluent clients (US$ 1 million to
US$ 5 million).
- Best Private Banking Services award
Asset Management
- Best Bank in the New Private sector
- Winner - Profitability
48

Business Today - KPMG Study 2014

Businessworld-PwC India Best Banks
Survey 2014
Asiamoney FX Poll 2014

The Asian Banker

Dun & Bradstreet - Polaris Financial

Technology Banking Awards 2014

Forbes Asia
BrandZ TM Top 50 Most Valuable Indian
Brands study by Millward Brown
Finance Asia Country Awards 2014 and
poll on India's Top Companies

Asiamoney
Dun & Bradstreet - Manappuram Finance
Limited Corporate Award 2014

- Winner Efficiency
- Best Large Bank - Overall
- Best Large Bank Growth
- Best Large Bank
- Fastest Growing Large Bank
- Best Domestic Provider of FX options
- Best Domestic Provider of FX products
& Services
- Best Domestic Provider of FX research
& market coverage
- Best Domestic provider for FX Services
Strongest Bank in India in the Asian
Banker 500 (AB 500) Strongest Bank by
Balance Sheet Ranking 2014
- Best Bank - Managing IT Risk (Large
Banks)
- Best Bank - Mobile Banking (Large
Banks)
- Best Bank - Best IT Team (Private
Sector Banks)
Fab 50 Companies List for the 8th year
India's Most Valuable Brand
- Best Bank - India
- Best CEO- Rank 1
- Best CSR - Rank 1
- Best CFO - Rank 2
Best of Best Domestic Banks - India
Best Corporate in Banking Sector

2013
Asiamoney

Institute for Development and Research

in Banking Technology Awards

Businessworld

- Best Domestic Bank in India

- Best Local Cash Management Bank in
India
- Aditya Puri - Best Executive in India
- Best Bank - Managing IT Risk (Large
Banks)
- Best Bank - Mobile Banking (Large
Banks)
- Best Bank - Best IT Team (Private
Sector Banks)
Best Bank in India (Large Banks)
49

Guinness World Record

Finance Asia Country Awards for

Achievement
IBA Banking Technology Awards 201213

Business Standard
Business Today-KPMG Best Banks
Survey 2013
Business India
Global Finance Survey -World's Best
Banks 2013
Outlook Money Awards 2013
IBA Innovation Awards
Dun & Bradstreet Polaris Financial
Technology Banking Award 2013

A GUINNESS WORLD
RECORDTMcreated for the Largest
Blood Donation Drive across multiple
venues, in a single day
Best Bank India
- Best Technology Bank of the year Winner
- Best Internet Bank - Winner
- Best Customer Management Initiative Winner
- Best use of Mobility Technology in
Banking
Mr Aditya Puri - Banker of the Year 2013
Best Bank 2013
Best Bank 2013
Best Bank in India

Best Bank in Large Banks Category

Most Innovative use of Technology
- Best Private Sector Bank Technology
Adoption
- Best Private Sector Bank Retail
- Overall Best Private Sector Bank
Institutional Investor
- Best Bank in Asia
- Mr. Aditya Puri - Best CEO
Forbes Asia
Fab 50 Companies List for the 7th year
Sunday Standard Best Banker Awards
- Best Private Sector Bank: Large
- Safest Bank: Large
- Mr. Aditya Puri: Top Achiever
UTI Mutual Fund CNBC TV 18 Financial Best Performing Bank - Private
Advisory Awards 2012
Asia Money 2013
- Best Domestic Bank in India
- Mr. Aditya Puri: Best Executive in India
MACCIA Awards 2013
Best in Financial Services: Bank
Category
Dun & Bradstreet Corporate Awards 2012 Best in Banking sector
NDTV Profit Business Leadership
Winner in the banking category
Awards 2012
NASSCOM CNBCTV18 IT Innovation Best IT Driven Innovation in Banking
Award
(COMMERCIAL)
The National Quality Excellence Awards Best Customer Service Result
FE Best Bank Awards
- Best Bank: New Private sector
- Best in Strength & Soundness
- Mr. Aditya Puri: Best Banker
50

Skoch Financial Inclusion Awards 2013

Organisation of the Year

SWOT ANALYSIS
SWOT Analysis is a powerful technique for understanding your Strengths and
Weaknesses, and for looking at the Opportunities and Threats you face. Used in a
business context, it helps you carve a sustainable niche in your market. Used in a
personal context, it helps you develop your career in a way that takes best advantage
of your talents, abilities and opportunities.
51

SWOT ANALAYSIS OF HDFC BANK

STRENGTH
o
o
o
o
o
o
o
o

Right strategy for the right products.

Superior customer service vs. competitors.
Great Brand Image
Products have required accreditations.
High degree of customer satisfaction.
Good place to work
Lower response time with efficient and effective service.
Dedicated workforce aiming at making a long-term career in the field.

WEAKNESSES
o
o
o
o
o

Some gaps in range for certain sectors.

Customer service staff need training.
Processes and systems, etc
Management cover insufficient.
Sectoral growth is constrained by low unemployment levels and
competition for staff

OPPORTUNITIES
o
o
o
o
o
o

Profit margins will be good.

Could extend to overseas broadly.
New specialist applications.
Could seek better customer deals.
Fast-track career development opportunities on an industry-wide basis.
An applied research centre to create opportunities for developing
techniques to provide added-value services.

THREATS
o Legislation could impact.

52

o
o
o
o
o
o

Great risk involved

Very high competition prevailing in the industry.
Vulnerable to reactive
attack by major competitors
Lack of infrastructure in rural areas could constrain investment.
High volume/low cost market is intensely competitive.

KEY POINT
SWOT Analysis is a simple but powerful framework for analyzing company's
Strengths and Weaknesses, and the Opportunities and Threats you face. This helps
you to focus on your strengths, minimize threats, and take the greatest possible
advantage of opportunities available to you.

53

RESEARCH
METHODOLOGY

54

3. RESEARCH METHEDOLOGY
3.1

TITLE OF STUDY
COMPERATIVE ANALYSIS OF PRODUCTS &
SERVICES OF HDFC BANK WITH ITS
COMPETITORS

3.2

DURATION OF PROJECT
Short term project.

3.3

OBJECTIVES OF STUDY

Banking and finance can be called as the nerves of any economic system as
they accelerate the process of economic development through canalization of
adequate finace. It is hard to anticipate development of efficient banking
services in the country. No doubt financial institutions play so important in
economic development but at the some time economic development determines
the growth and development of banking institutions the role of various kind of
banking institution. In economic development need not be emphasized.
Main objective of the study is to Critical appraisal of product & services
offered by HDFC BANK. Some of the major objectives of the study include
the determination of the following:
Consumer awareness about the products and services provided by the
HDFC BANK.
Consumer preference about various products and services.
Customers perception towards private Banking and their expectations
from private banks.
Customer satisfaction with the service provided by the bank.
Draw out with conclusions and suggestion based on the analysis and the
interpretation of data.

3.4

TYPE OF RESEARCH

Research is one of the most important parts of any study and pertains to the
collection of information and knowledge. Marketing research is defined as the
systematic design, collection, analysis, and reporting of data and findings
relevant to a specific marketing situation facing the company. My project has
been developed on has basis of both exploratory and descriptive research. The
55

research process depends upon developing the most efficient plan for gathering
the needed information. Designing a research plan calls fro decisions on the
data sources, research approaches, research instruments, sampling paln, and
contact methods.

3.5

SAMPLE SIZE AND METHOD OF SELECTING

SAMPLE

I choose a sample size of 100 respondents consisting of based on judgment

sampling All respondents were the customers of HDFC Bank. The method was
simple random sampling.
Data Source
For this project both primary and secondary data were valuable sources of
information.
Secondary data
Secondary data provides a starting point for any research and offers valuable
sources of already existing information. Secondary data are the easiest to gather
and the cost of collecting this data is also very low. For my project work it was
collected through the help of various directories of various associations,
magazines, newspapers, websites etc. The directories helped me in short lisitng
people, for my target people.
Some of the directories made use of are as follows:

Telephone directory

Income tax office

City directory

Chartered accountant directory

Carpet industries directory

Indian medical association directory

Transporter directory

Lawyers directory

Builders & constructors directories

Primary data
Primary data are data freshly gathered for a specific purpose. For my project
work the primary data was collected by means of survey though questionnaires.
Contact methods

56

Once the client had been decided now my task was how to contact them, and
for me there only two ways of contacting them.
1.
Personal interview at bank :- this method was the most
appropriate way of survey, because by personal interview I came
to know about their feeling for HDFC BANK.
2.
Telephone:- This method was also used by me once or twice,
keeping in mind the busy schedule of a few respondents.
3.6 SCOPE OF STUDY
HDFC BANK is one of the most famous banks in India. The various products
and services offered by it include:
PRODUCT
Deposits (Saving account and current account)
Loans
Card
SERVICES
ATM
Mobile Banking
Internet Banking
Other Services
The deposit mix of an organization especially the Saving accounts are the
backbone of every bank as an ordinary man is most inclined to invest in it due
to its convenience and easy availability. This project deals with the various
customer concerns regarding these and tries to suggest appropriate suggesting
based on conclusions. I hope that this report would be able to suggest some
measures and draw attention of bank towards the area of improvement.
3.7 Limitations of Study
The study was based on a very modest sample size hence cannot be
called as a representation of the views and opinion of the majority.
In a rapidly changing industry, analysis on one day or in one segment
can change very quickly. The environmental changes are vital to be
considered in order to assimilate the findings.
The conclusion arrived at are based on a very less experience of
researcher in this field.

57

58

FACTS & FINDINGS

QUESTIONNAIRE -1
COMPARATIVE ANALYSIS OF SAVING ,
CURRENT AND SALARY PRODUCTS OF HDFC
BANK WITH AXIS AND ICICI BANK

ANALYSIS 1:

59

This analysis displays the division of sample according to the occupation. A total of
100 people were surveyed.

Table 1

Valid

Frequency
SALARIED
44
BUSINESS
24
PROFESSIONAL 32
Total
100

60

Percent
44.0
24.0
32.0
100.0

Valid
Percent
44.0
24.0
32.0
100.0

Cumulative
Percent
44.0
68.0
100.0

ANALYSIS-2
How the customers find salary, current and savings account provided by HDFC Bank?

61

ANALYSIS-3
Do customers have any other product of HDFC BANK other than savings, current and
salary account? (Like term deposit, mutual funds, insurance, home loan, car loan etc.)

62

ANALYSIS-3
Are the customers satisfied with their savings, current and salary
account?

ANALYSIS-4
63

Which bank is better in providing services regarding transactions?

ANALYSIS-5
Which is better bank in ease of access (both branch & ATM)?

64

ANALYSIS-6
Which banks accounts provide greater flexibility?

65

ANALYSIS-7
Are you satisfied with the relationship managers service provided by
HDFC Bank?

66

ANALYSIS-8
Which channel you use to access your account?

67

ANALYSIS-9
Which are the areas of improvement?

FINDINGS

68

The bank has good relation with its customers. The customers are very
satisfied with the relationship manager service provided by HDFC Bank.
The bank and its customers have a long term relationship. HDFC Bank has the
tendency to retain its customers at any cost. They believe that the old customer
is more profitable instead of a new one thats why they try to maintain good
and long term relations to their customers.
Less no. of customer use mobile banking or net banking. Because
The accounts of HDFC bank (both salary & saving) provide great flexibility in
terms of offering.
The accounts of these three banks dont have much difference in terms of
features but when it comes to service providing the HDFC Bank gets an edge
because of their great customer services.
The HDFC bank has good no. of branches and ATMs thats why it has more
ease of access.
The customers of HDFC Bank are satisfied with their savings, preferred
current and salary accounts.

QUESTIONNAIRE 2
69

CRITICAL APPRAISAL OF PRODUCT & SERVICES

FACTS & FINDINGS

70

Q.1 Which are group do you belong (Age wise) ?

Interpretation :
After looking this bar graph, it can be said the middle-aged group are the main
customer of the banks as they occupied almost 75% of this graph. The bank has
a huge potential in terms of the untapped market Young and old age group
people. High pay packages to todays employed youth and large saving with the
old age people (especially in urban areas) has made them attractive potential
customers.

71

Q.2 What is your occupation?

Interpretation :
Most of the service class
people prefer to open a
Savings Account in
comparison
to
the
business class people.
This may be possible
due to the facility of
Anywhere Banking
suiting their needs and preferences.

72

Q.3 Please specify your annual income?

Interpretation:
Income
does
not make any
difference
as
far as opening
the account in
the Axis Bank
is concerned, as
the bar diagram
is vividly revealing that more or less people of every segment of income group
have opened and are opening the account expert one group i.e. lower income
group where emphasis is required to penetrate this group so it can be said that
the target group of the axis bank, specially for saving account are of every
segment of income group since its is devoted to render best services to its
costumer.

Q.4 what features/attributes, while opening an account do you

expect from a bank?
73

Interpretation:
When
a
customer visits
any bank the
first
and
foremost thing
he expects is
the quickness
of service and the promptness in entertaining by the bank employee. Second
thing customer wishes to have is proper information regarding his queries. One
this in this bar also really significant is, factor like less formalities of document
while opening an account. Varieties of product do not make a big impact on
customer behavior for opening an account in any bank if its services are
efficient. But on the other hand bank cant ignore working hours. As in this bar
customer has erred it. For these services like bank preference should be given
to make a prompt and customer friendly service channel. For this focus must be
given to make well informed and proactive employee along with work should
be executed technologically rather than manually.

Q.5 What kind of account do you have in HDFC Bank ?

74

Interpretation :
Saving account is the leading and attractive product for the Axis bank as it
occupies a major chunk in this bar. It is clearly implying that this product has
the ability to satisfy the customers. On the second had and the positions current
accounts and fixed deposits has also been helpful to increase the customer base
but still their performances needs to be improved. One thing in this bar which
is significant is the business of the bank is relying on only few leading
products, reason for this could be, neither it has limited range of products nor
rest of the product does not have much ability to penetrate in the stiff market of
banking of Jaipur. That is giving an alarming message to the management of
the bank to go or analyzing the situation very minutely and must ascertain
where things are going wrong and for that what short of necessary step could
be taken. Providing better services in comparison with the competitors is a
must for excelling in industry.

75

Q.6 Who influenced to open an account in HDFC Bank ?

Interpretation :
As it is said a satisfied customer is the best medium for advertisement since in
this bar friends and relatives have play a key role in opening the accounts for
others, which implies that bank real customer are satisfied enough with the
facilities available on the products and the services enjoyed by them. An
advertisement and bank employees more or less has been good performer in
their respective domain. It reveals advertisement of different medium, as been a
key factor in generating the awareness about banks product as well as facilities
that are made to available on then in the peoples mind.

76

Q.7 Your remark on products of HDFC Bank ?

Interpretation :
As this bar is
showing at what
level people are
saved
with
saving account,
with its unique
facilities
features,
and
ability to serve
all the needs of customer because by and large it can be said 75% people are
saving good to savings accounts, this implies that this product has been a
leading product and still an attractive product of the HDFC bank. Reason for
this could be different type of facility associated with this product, which are
reading true value to the customer and marketing people are also very much
devoted to give the best from this part. Efforts must be given to know why they
are people who are still saying average and poor about saving accounts and
what are the factors that are going wrong with that segment of people.

Q.8 In comparison to other bank how would you rate HDFC

Bank ?

77

Interpretation :
Rating of any bank
depends
on
its
overall performance
in the eye of the
people. This bar is
vividly showing that
the performance of
HDFC bank has
been good because
in such a short span of its existence in this city with strong competition from
major public sector bank like SBI and other private banks, Reason for this
could be, it has occupied a different position in the people mind with its
customer friendly products and to serve them a efficient and prompt banking
system.

78

Q.9 How long did your wait in queue ?

Interpretation :
As this bar graph
showing 57% people
wait in queue 0-5
minutes. While it
should be
100%
people.

Q.10
Do you think
the number of counters
available are sufficient?

79

Interpretation:
As this bar graph showing 82% people are sufficient. While it should be 100%
people.

CONCLUSION

The study mainly was on the customer orientation that how they think, what
they want from their banks and how they take decision going to any bank.
In this study I found that the bond of HDFC Bank with its customers is very
strong, because HDFC Bank mainly focuses on retaining their customers.
This study finds that however HDFC Bank is the leading private sector bank
due to its vast range of products and availability of options make it one of the
better banks in India.
The bank should focus on the semi urban and rural market because these
markets are very good opportunity for someone like HDFC Bank which is in
growing face. Without expanding in these markets HDFC Bank cannot be a
leading bank so they should focus on this market.
80

The bank should focus on mass banking in order to increase their market
share. They should launch such products which would be within the reach of
the lower middle class.
The bank should pay more attention on giving updates and should increase the
level of service providing because the competitors of HDFC are better in this
area.
The bank should try to increase the use of technology like mobile and net
banking among its customers.
Give demonstration of net banking & new banking apps to customers for their
ease.

81

RECOMMENDATION & SUGGESTIONS

Mostly service class persons prefer the HDFC bank in the comparison of

business and students and other class persons thus it needs to promote its
product and services that are offered mainly for the business class
people and students. Because these two class forms major users of the
banking services.
They must regularly updated the account holders about the new charges
on services and their add on.
Most of customers are not aware about the requirement of minimum
balance maintained in the account.
HDFC bank is normally not using properly for the current account so
its popularity ratio is quite down. This bank normally using for the long
term planning like saving, salary, mutual funds, FD, insurance and
others.
This bank is not investing more into the marketing sector so I will
suggest that some of the part of income it investing in the advertising
and marketing sector.
Into the comparison of other bank its performance is quite good but not
an effective so this may be doing the rates were down with some other
facilities.

82

APPENDIX

83

APPENDIX
QUESTIONNAIRE- 1
Name.
Gender
Age ..

Address
...
Occupation

1. Which income group do you belong to?

a) Less than 50,000 p.a.
b) 50,000 to 1, 00,000 p.a.
c) 1, 00,000 to 3, 00,000 p.a.
d) 3, 00,000 to 5, 00,000 p.a.
e) More than 5, 00, 000 p.a.
2. How you find the salary, current & saving accounts of HDFC Bank?
a) very good
b) good
c) excellent
d) poor
e) satisfactory
3. Do you have any other product of HDFC bank other than salary/saving account?
a) Yes
b) No
4. Are you satisfied with your salary, current &saving account?
a) Yes
b) No
5. Which bank has ease of access?
a) HDFC bank
b) Axis Bank
c) ICICI bank
6. Which bank offers you the flexibility in its products?
a) HDFC Bank
b) Axis Bank
c) ICICI Bank
7. Which is the area of improvement for HDFC Bank?
a) Products
b) RM
c) Services
d) Technology
e) Updates
84

QUESTIONNAIRE -2
85

Name.
Gender
Age ..
Q.1

Q.2

Q.3

Q.4

Q.5

Q.6

Address
...
Occupation

Which age group do you belong?

a)
Less than 25
b)
25 to 40
c)
40 to 55
d)
Above 55
What is your occupation?
a)
Service
b)
Business
c)
Student
d)
Others
Please specify your annual income?
a)
Less than 1 lakh
b)
1 to 2 lakh
c)
2 to 3 lakh
d)
3 to 4 lakh
e)
More than 4 lakh
What features/attributes, while opening an account do you expect from a
bank?
a)
Quick Services
b)
Variety of products
c)
Less formalities of documents
d)
Working hours
e)
Proper information

What kind of account do you have in HDFC Bank?

a)
Saving Account
b)
Current Account
c)
Fixed Deposits
d)
NRL Account
Who influenced to open an account in HDFC Bank?
a)
Bank Employees
b)
Prospectus
c)
Advertisement
d)
Friend and Relative would you recommend

86

Q.7

Your remark on products of HDFC Bank?

a)
Excellent
b)
Good
c)
Average
d)
Poor
Q.8 In comparison to other bank how would you rate HDFC Bank?
a)
Excellent
b)
Good
c)
Average
d)
Poor
e)
Cant Say
Q.9 How long did your wait in queue?
a)
0-5 minutes
b)
5-10 minutes
c)
More than 10 minutes
Q.10 Do you think the numbers of counters available are sufficient?
a)
Yes
b)
No

BIBLIOGRAPHY
87

Books:
Research Methodology
Business Research and Methods
Marketing Management

-By C.R. Kothari

-By Donal R.& Schindler, cooper
-By Philip Kotler

Magazine:
Business Today
Business World
Annual Report of HDFC Bank
Manuals
Brochures

Websites
.

WWW.HDFCBANK.COM
WWW.ECONOMITIMES.COM
WWW.RBI.ORG
WWW.AXISBANK.COM
WWW.ICICIBANK.COM
WWW.MONWYCONTROL.COM

88