“Summer Internship Project Report”

(NON-MANAGED CUSTOMER – MARKET PENETRATION)

Project report submitted to G.H.PATEL POSTGRADUATE INSTITUTE

OF BUSINESS MANAGEMENT in partial fulfilment of the requirement for
the award of the degree of “Master of Business Administration”

Submitted by:
Shebin Babu
Division: B
Roll Number: 17077
2017-19

Under the Guidance and Supervision

Of
Mr. Tirath Dave
BRANCH MANAGER
HDFC BANK, ANAND
 AUTHORISATION

(To whomsoever it may concern)

This is to certify that Mr. Shebin Babu (17077), a student of G.H.Patel Institute of Business
Management has undertaken his Summer Internship Program (SIP) from HDFC Bank, Anand
branch for project titled “ NON-MANAGED CUSTOMER – MARKET PENETRATION ”
The Project was successfully completed under my guidance and supervision from the 7th May,
2018 to 30th June 2018. We have derived immense benefit from the project and his contribution
to our organization is highly appreciated.
I hereby convey my best wishes to him for all his future endeavours.

TIRATH DAVE
(BRANCH MANAGER)
 ACKNOWLEDGMENT

The satiation and euphoria that accompany the successful completion of the project would be
incomplete without the mention of the people who made it possible
It is really a matter of pleasure for me to get an opportunity to thank all the persons who
contributed directly or indirectly for the successful completion of the project which was “NON-
MANAGED CUSTOMER – MARKET PENETRATION”
First of all, I would like to thank HDFC Bank for giving me an opportunity to do my internship
at their esteemed organization.
I wish to express my gratitude to the Branch Manager Mr. Tirath Dave of HDFC BANK,
ANAND who were there at my tenure of Internship for giving me opportunity to be a part of
their esteem organization and enhance my knowledge. They provided me with their assistance
and support whenever needed, which has been instrumental in completion of this project. I am
thankful to them, for their support and encouragement throughout the tenure of the project.
Also, I am thankful to every Faculty Guide, who supported me during this Internship period.
Last but not the least I am grateful to all the staff members of HDFC Bank for their kind
cooperation and help during the course of my project. I am grateful to all my friends who have
helped me in the successful completion of this project.
Last but not the least I am indebted to my PARENTS who provided me their time, support and
inspiration needed to prepare this report
 PREFACE

As a part of our post-graduation in management curriculum I had to go through a Summer

Internship Project on the topic assigned by the Bank to get the right exposure to the practical
aspects of business management
I want to express my gratitude for the experience and practical knowledge that I earned
during my Summer Internship In this project report I had presented my great experience in
the form of words. In making the project report theoretical knowledge was needed more that
was given to me by the banking staff
The project flow logically consisting of a questionnaire. I hope that the findings and the
suggestions will help the company, confidently to formulate its strategy in competitors. I
have enjoyed my report preparation and have learnt a lot of new things. I have tried my level
best to make this report a reader friendly and also did my level best to fulfil my objective.
 ABSTRACT

This Report contains the work that has been done by me during my internship period at HDFC
Bank, Anand. At HDFC Bank I worked as a “Project Trainee”.
This project entitled to "Non-Managed Customer – Market Penetration". The main objective
was to get insight for how the product is viewed in comparison to the competing product, to
know the potential customers for the product and to find the ways to increase the market share
of the particular product and to find the reason why some are not associated with HDFC Bank.
A banking system is an act of faith; it survives only for as long as people believe it will. The
customer's choice of one entity over another as his principle bank is determined by
consideration of service quality rather than any other factor. If people believe they share value
with a company, they will stay loyal to the brand.
Commercial Banking in its very nature is a very complex industry. It has under its fold
thousands of different products for varied requirements of the customers; The HDFC Bank
which was incorporated in August 1994 has taken this complex task of giving the required
products to its potential clients through its skilled armed force.
My objective in this internship was concerned with selling existing products to existing market,
increase quality and productivity for the bank. I had to give services through lobby management
and know the market penetration of particular product. I gave the demo of net banking to new
customers and divert existing customers towards net banking services to lessen the workload
and paperwork needed in physical transactions. I went on for customer calls with Relationship
Managers and Personal Bankers to gives services or cross-sell various products. I generated
leads through lobby management and took follow up for the same. I did cold calling for 10
seconds instant disbursal of personal loan under supervision and was able to generate leads out
of the list.
It is very important to know whether the customer is satisfied with the given services by the
bank. Market survey plays an important role to get customer feedback. I with bank staff timely
went to the shops and vendors and asked for feedback on the services given by the bank in
regards to EDC machine and banking services.
 TABLE OF CONTENTS

TOPIC PAGE NO

Authorisation i
Acknowledgments ii
Abstract iii

Chapter 1
Banking Industry Introduction………………………………………………… …….1
Market Size…….……………………………………………………………………..2
Indian Banking System……………………………………………………………….3

Chapter 2

HDFC Bank: Introduction……………………………………………………………4

Chapter 3
Company Profile: Business Portfolio…………………………………………………5
Distribution network ………………………………………………………………….6
Capital structure ………………………………………………………………………7
Profit after tax (in crore) of HDFC bank ……..……………………………………....7
Earnings per share of HDFC bank………..…………………………………………...8
Net profit of HDFC bank……………..………………………………………………8
Amalgamation of times bank & centurion bank
Of Punjab with HDFC bank…….…………………………………………………….9
Management……………………….………………………………………………….9
Key position held in HDFC bank……………….……………………………………10
Technology…………………………………………………………………………..10
Market size…………………………………………………………………………...11
Awards & Achievement of HDFC Bank……………………………………………..13
Products………………………………………………………………………………14
HDFC Bank Recent News……………………………………………………………29
Mission of HDFC Bank………………………………………………………………30
Vision of HDFC Bank………………………………………………………………..30
Swot analysis ………………………………………………………………………...31
Marketing Mix of HDFC Bank………………………………………………………32

Chapter 4
Business Activity…………………………………………………………………….35
Managed Customer..…………………………………………………………………35
Non-Managed Customer …………………………………………………………….41

Chapter 4
Research methodology……………………………………………………………….42

Chapter 5
Data analysis, interpretation and findings……………………………………………44

Chapter 6
Findings …. ………………………………………………………………………...55
Limitation of the study………………………………………………………………56
Learnings…………………………………………………………………………….56
Recommendations ………………………………………………………………….56
Conclusion…………………………………………………………………………...57
Bibliography………………………………………………………………………....58
Questionnaire for Consumer…………………………………………………………59

Chapter 8
Task performed during SIP …………………………………………………………63