Corporate Internship Programme Project Report

Submitted in Partial Fulfilment of PGDM Programme 2018-20

Title: - “A study on the impact of digitalization on banking services of

the HDFC Bank”

Faculty Mentor: - Submitted By: -

Dr. Ekta Singhal Ravi Panwar
Asst. Professor Roll No. 108
FIIB Batch: 2018-20
Corporate Mentor: -
Mr. Surender Kaushik
Branch Manager
HDFC Bank

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 Certificate from Corporate Mentor

This is to certify that, the project report entitled “A study on the impact of
digitalization on banking services of the HDFC Bank” submitted to the
“Fortune Institute of International Business”, Delhi in partial fulfillment of
the Post-Graduate Diploma in Management Programme 2018-20 batch, is a
record of the work carried out by Mr. Ravi Panwar, under my guidance and
supervision as a part of his Corporate Internship Programme from 1st April
2019 to 22nd June, 2019 at HDFC Bank Ltd. Meham Gate Branch 1,
Bhiwani (Haryana).

Corporate Mentor

Place: Bhiwani Mr. Surender Kaushik

Date: 21st June, 2019 (Branch Manager)

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 Certificate from Faculty Mentor

This is to certify that Project Report titled “A study on the impact of

digitalization on banking services of the HDFC Bank” is a Bonafide work
done by Ravi Panwar Of PGDM (2018-20) Batch of “Fortune Institute of
International Business”, Delhi as a fulfillment of PGDM Programme.
He has worked under my guidance and has satisfactorily completed his
project work.

Date: 2/7/2019 Name and Signature of

Faculty Mentor
Dr. Ekta Singhal

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 Declaration by the Student

I,(Ravi Panwar) hereby, declare that the work presented in this report,
entitled “A study on the impact of digitalization on banking services of
the HDFC Bank” in fulfillment of the requirements for PGDM Programme,
submitted to “Fortune Institute of International Business”, Delhi is an
authentic record of my own work and is free from any type of plagiarism,
carried out under the supervision of Dr. Ekta Singhal.

I also declare that the work embodied in present report

(i) is my original work and has not been copied from any source,and
(ii) has not been submitted to any other University/Institution for any
Degree or Diploma.

Name and Signature of Student:

Ravi Panwar 108

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 Acknowledgement

Any accomplishment requires efforts from many people. This project work is
not different. I sincerely appreciate the support; inspiration and guidance of
all those people who have helped me in making this project success.
I express my sincere thanks to my corporate mentor Mr. Surender Kaushik
(Branch Manager) and Mr. Sanjay Kumar (Personal banker authorizer &
acting branch manager) for making the resources available at right time and
providing with their valuable insights leading to the successful completion of
my project at HDFC Bank. Also, my vote of thanks goes to the following for
their kind help-
Mr. Vijay Kumar, Relationship Manager, Mr. Nitin Kumar, Branch
Empowerment- Relationship Manager, Mr. Pradip Kumar, Branch
Sales Officer, Vinod Dhingra, Senior Sales Executive
I extend my heartiest thanks to them for giving me their guidance and
required information that helped me to complete my project.
I would also like to thank my mentor Dr. Ekta Singhal for her guidance and
constant supervision. Also providing necessary information regarding the
project and for her support in completing the project report.

Name of student
Ravi Panwar

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 Executive Summary

This Project report consists of the brief introduction about Indian Banking
system, its origin, its history and about its present status in India. In this
report it is mentioned that how the word “Bank” has been derived and then
how banks came into existence.
This report is all about studying the impact of digitalization on the services of
HDFC Bank and for this I conducted survey in which I collected responses of
50 customers from different backgrounds so that the responses that I get are
different and are true. Because of the different responses from customers I
will be able to study about perception of the customers of HDFC Bank.

The results that I got from the survey conducted are: -

➢ that out of the 100% respondents 95% customers are of the perception
that services of HDFC Bank has improved through digitalization
➢ 82.9% customers will recommend HDFC Bank to their friends and
family.
➢ All the respondents are either fully satisfied or satisfied with the
services of Bank and no respondent is dissatisfied with the services.

Following are the ratings that has been by the customers to the services of
HDFC Bank
➢ 5 stars are given by 34.1% respondents
➢ 4 stars are given by 29.3% respondents
➢ 3 stars are given by 34.1% respondents

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In this report it is briefly mentioned that what was the project which was
assigned to me and what all were the roles & responsibility that were
assigned to me by the corporate mentor. It is also mentioned in this report
that what were the objectives of the project assigned. And the action plan for
achieving the set objectives is also mentioned.
After the work was carried out by me on the project assigned, problems faced
by customers were identified and recommendations were proposed. This
report finally consists of the Results and achievements which I got from the
internship and projects.

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 TABLE OF CONTENT

Chapters Particulars Pg. no.

Title page
Certification from corporate mentor
Certification from faculty mentor
Declaration from student
Acknowledgment
Executive summary
Chapter 1 Introduction to industry /company 10-24
1.1 Introduction of Banking 10
1.2 Banking Industry at Glance 11
1.3 History of Indian Banking Industry 12-13
1.4 Functions Performed by Banks 14
1.5 Indian Banking System 15
1.6 History of HDFC Bank 15
1.7 Mission & Vision 16
1.8 Product Range 17-19
1.9 Size of The HDFC Bank 20-21
1.10 Organizational Structure 22
1.11 Market Share & The Position in The Market 23-24
Chapter 2 Review of The Assignments 25-27
2.1 Review of The Assignment 25-26
2.2 Roles and Responsibilities 27
2.3 Importance of Roles and Responsibilities in an 27
Organization

8
Chapter 3 Project Objectives 28
Chapter 4 Action Plans 29-30
Chapter 5 Swot Analysis 31-33
Swot of HDFC bank 31-32
Swot of project 33
Chapter 6 Data Analysis & Interpretation 34-46
Chapter-7 Findings 47-48
Chapter-8 Recommendations 49-50
References 51

List of Figure

S.No. Title of Figure Page No.

1 Indian Banking System 15
2 Growth of HDFC Bank in the last 10 years 21
3 Organizational Structure 22
4 Position Share 24
5 Figures of questionnaire responses 34-46

List of Tables

S.No. Title of Table Page No.

1 Functions Performed by Banks 14
2 Product Range 17-19
3 Revenues of last 10 Years of the HDFC Bank 20
4 Market Share & The Position in The Market 23-24

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 Chapter 1
Introduction to the Sector/ Company

1.1 INTRODUCTION OF BANKING

Meaning and Definition:

Any bank is that financial institute which have the license to receive/accept
deposits from its customers and then grant loan to its other customers
whosoever needs it. A bank deals in money and its substitute for providing
crucial financial services to its customers. Banks provide financial services
like exchange of currency, wealth management, safe locker services etc.
Basically, there are two types of banks
• Commercial/Retail banks: - it is that type of bank which offers its
services to the general public and to companies.
• Investment banks: -any investment bank is that financial institution
which acts as an intermediary by performing a variety of services.
These banks are specialized in complex and large financial
transactions like underwriting, being an intermediary between

10
 security issuer and investing public, acting as a financial adviser for
its institutional clients, facilitating acquisition and mergers of various
corporates.
In most of the countries, banks are regulated by either the National
government or the Central bank.

Definition

Indian Company Law 1936 defines Bank as “a banking company which

receives deposits through current account or any other forms and allows
withdrawal through cheques or promissory notes.”

Thus, a bank does the following things: -

➢ Accepts money from public as deposits.
➢ Lends the money deposited or invests it somewhere.
➢ Interest is paid on money deposited with the bank.
➢ Repays the money whenever it is demanded by the customer.
➢ Allows the deposited money to be withdrawn through cheque or draft.

1.2 BANKING INDUSTRY AT GLANCE

Banking is almost as old as of civilization. It can be said that the history of

banking started with the appearance of money. In each country the history of
banking goes in lines with the development of industry and trade and with the
political confidence and stability of the respective country. An advanced
banking system was developed by the ancient Romans for serving their vast
trade network which later extended throughout Asia, Africa and Europe.

11
In the 1900’s banking industry was transformed by the new technology round
the world and banks had started to merge into the larger and fewer groups
and also expanded in the various other countries.

1.3 HISTORY OF INDIAN BANKING INDUSTRY

Today banking system of our country can mainly be divided into Commercial
banks, Co-operative banks and Regional Rural banks. Nationalization of
banks was an important phase in the history of Indian banking industry as it
enabled our economy to enter into the top 10 major economies of the world.

The Indian banking system can be majorly classified into the 3 different
phases i.e.,

➢ Before 1947, i.e. the Pre-Independence Phase: - In our country

banking system commenced in 1770 with the foundation of Bank of
India in Calcutta (WB) & in 1832 this bank ceased their operations.
In this phase more than 600 banks were having their presence. During
this time many banks came into existence but could not survive due to
lack of confidence of public in banks. Banks like Bank of Bengal,
Bank of Bombay & Bank of Madras merged together in 1926 and
became Imperial Bank of India, later in 1955 it was renamed as State
Bank of India. In 1935 central bank India i.e., Reserve Bank of India
was formed.

➢ From 1947-1991, i.e. the Second Phase: - In this phase many banks
were nationalized because banks catered to only the big industries and
big business houses as a result of which poor people were lacking
behind and that is why banks were nationalized so that they can meet

12
 the needs of poor people and help the sectors like agriculture and
small-scale industries.
On 1st January 1949 the Reserve Bank of India was Nationalized. On
19th July 1969, 14 Commercial banks were nationalized. On April
1980, 6 more commercial banks were Nationalized.
In the meanwhile, Regional Rural Banks were formed on 2nd oct
1975. The motive behind forming the RRB’s were to serve the large
population of rural areas which left unserved.
Impact of nationalization in the Second Phase was that it helped in
increasing the economic growth and building the confidence of public
in banks.

➢ After 1991, i.e. the Third Phase: - In this phase a remarkable growth
in the economy was noticed as it was due to the liberalization and due
to the process of development of banks. In the year 1991 the
Narasimham Committee recommended RBI to allow the private
players to enter into the market and 10 banks were given license out
of which some successful banks are: -HDFC, Axis, ICICI, IndusInd
bank, DCB etc.
Later on, RBI bank gave license to the following new banks: -Kotak
Mahindra Bank (2001) Yes Bank (2004) In the year 2013-2014 third
round of licensing took place and in the year 2015 two banks emerged
(IDFC & Bandhan Bank).

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1.4 FUNCTIONS PERFORMED BY BANKS
Table: 1
Primary Secondary Utility
Accepting Deposits Sale & Purchase of Facilitating safe custody
securities of customers valuable
things
Granting Loans & Facilitating transfer of Provides information of
Advances funds trade
Facility of overdrafts Acting as a trustee & Facility of foreign
executor exchange
Cash Credit Collecting interest and Issuing traveler’s cheque
dividends & letter of credit
Discounting bills of Making payments on Underwriting facility
exchange behalf of customers
Collecting cheques, bills Providing information
etc. relating to the Credit
Performing agency worthiness of its
functions valuable customers

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1.5 INDIAN BANKING SYSTEM
Figure: 1

Source: -http://ibpswhiteboard.blogspot.com/2016/03/ibps-general-awareness-
indian-banking.html

COMPANY PROFILE

1.6 HISTORY OF HDFC BANK

The Housing Development Finance Corporation Limited is the only bank

which has received in-principle approval from the Central Bank of India i.e.
RBI for the establishment of a bank. HDFC bank was established in the year
1994, and started its operations from the first registered office in Mumbai,
India. It was inaugurated by the Finance Minister at that time Dr. Manmohan
Singh. In January 1995, HDFC Bank began its operations as a scheduled
Commercial Bank.

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1.7 MISSION & VISION

Mission is to become “a world class Indian Bank”, benchmarking

themselves against international standards and best practices in context of
product offerings, in terms of technology, provided service levels, risk
management, audit and Compliance. HDFC Bank wants to be the preferred
provider of banking services for its target retail and wholesale target
customers and by doing this it can achieve healthy growth in profitability.

VISION

HDFC Bank is committed towards maintain the highest level of ethical

standards, professional integrity, corporate governance and regulatory
compliance. Business philosophy of the HDFC Bank is based on the
following five core values; -
➢ Operational Excellence
➢ Customer Focus
➢ Product Leadership
➢ People &
➢ Sustainability

1.8 PRODUCT RANGE

HDFC bank offers a large number of products to its retail and wholesale
customer segment. It has different product for its different customers
matching to their needs.

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For individual customers bank has a range of accounts, cards, loans,
investment and pension plans, customers get a variety to choose from
according to the needs that they may have at different time periods.

For organizations the bank has a different range of products including

funding services, non- funded services, mutual funds, value added services
and many more.

The product range of the bank is divided into the following sections: -
Table: 2
Accounts & Loans Cards Demat Investments
Deposits
Saving Personal Credit Card Demat National
Account Loan Account Pension
System
Salary Home Loan Debit Card 2 in One Public
Account Provident
Fund
Current EasyEMI Prepaid Card 3 in One Atal Pension
Account Yojana
(APY)
Deposits Car Loans Forex Card NRI Demat Invest Track
Account
Safe Deposit Two-wheeler Credit Card Investment Investment
Locker Loans Rewards Assist Products
Program
Rural Three- Loan on HDFC Bank
Account wheeler Credit Card Research
Loans

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Pension Business Sukanya
Account Loan Samriddhi
Account
Loan against
Property
Loan for
Professionals
Smartdraft -
Overdraft
against
Salary
Gold Loan
Loan against
Assets
Government
Sponsored
Programs
Rural Loans
Loan against
Securities
Loan on
Credit Card
Pradhan
Mantri
Mudra
Yojana
Educational
Loan

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Table: 3

Insurance Forex Premier Private EMI

Banking Banking Calculators
Life Travel Imperia Personal
Insurance Solutions Banking Loan EMI
Calculator
Health & Remittance Preferred Car Loan
Accidental Products Banking EMI
Insurance Calculator
Motor Other Forex Classic Two-wheeler
Insurance Services Banking Loan EMI
Calculator
Travel Forex Cards Prime Recurring
Insurance Banking Deposit
Calculator
Home Forex Help Fixed
Insurance Deposit
Calculator
Two-wheeler Buy Forex
Insurance Card
Student Forex
Travel Exchange
Insurance
Cyber Safe
Insurance
Source: - https://www.hdfcbank.com/personal/products

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1.9 SIZE OF THE HDFC BANK
The Housing Development Finance Corporation Limited (HDFC Bank) was
formed in the year 1994 and since then it has grown its balance sheet 33
times. Today HDFC Bank is the bank which has total assets of Rs. 341055
crores which is highest number in the world. HDFC Bank has a market
capitalization of Rs. 138469 crores and it surpassed the biggest lender in the
nation i.e. SBI. Today HDFC Bank is the world’s most valuable Bank.
As of 31st March 2019, HDFC Bank had 98061 employees and out of which
it had 88253 permanent employees as of 31st March 2018. In the year 2018
HDFC Bank had revenue of Rs. 95461 crores and in the year 2019 it had
revenue of Rs. 116598 crores.
HDFC Bank has 5103 branches across 2748 cities as of March 31st 2019. The
bank has also placed 4.30lakhs POS terminals and has also issued 235.7 lakhs
debit cards and 85.4 lakhs credit cards as of Financial Year 2017.
Revenues of last 10 Years of the HDFC Bank
Table: 4
2018-2019 116597.93 Cr.
2017-2018 95461.66 Cr.
2016-2017 81602.46 Cr.
2015-2016 70973.17 Cr.
2014-2015 57466.25 Cr.
2013-2014 49055.17 Cr.
2012-2013 41917.49 Cr.
2011-2012 32530.04 Cr.
2010-2011 24263.36 Cr.
2009-2010 19983.52 Cr.

Source: - https://www.moneycontrol.com/financials/hdfcbank/profit-loss/HDF01

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Figure: 2

Growth during years

140000
120000
100000
80000
60000 Revenue
40000
20000
0
2010 2011 2012 2013 2014 2015 2016 2017 2018 2019

From the above data we can easily see that HDFC has grown its profits year
by year. And today this bank has become amongst the India’s Top leading
banks. HDFC Bank is the largest private sector bank by the assets and
market capitalization.

1.10 ORGANIZATIONAL STRUCTURE

Figure: 3

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Source: -https://www.slideshare.net/debalinachoudhury/project-on-sales-force-
structure-of-hdfc-bank-ltd

1.11 MARKET SHARE & THE POSITION IN THE MARKET

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 Here are top 10 private sector banks according to their economic
performances.

Table: 5

Ranks Bank Name Branches ATM’s Employees Total

Assets
(Crores)
1 Axis Bank 3703 13814 56617 6.9 lakh

2 HDFC Bank 4715 12260 88253 8.64 lakh

3 Kotak Mahindra Bank 1369 2163 33013 2.15 lakh
4 ICICI Bank 4850 14404 84096 9.3 lakh
5 Yes bank 1050 1724 20125 2.15 lakh
6 IndusInd Bank 1200 1885 25314 1.79 lakh
7 Bandhan Bank 840 282 24220 30236.09
8 Federal Bank 1252 1680 11593 1.15 lakh
9 DCB Bank 323 530 4979 24046.37
10 RBL Bank 342 488 4902 48674.77

Source: -https://www.greatbuyz.com/blog/top-private-sector-banks-in-india/

Position Share

23
Figure: 4

Source:-
https://www.google.com/search?q=market+share+banks&rlz=1C1ZKTG_enIN800IN
800&source=lnms&tbm=isch&sa=X&ved=0ahUKEwj-
0sKCipHjAhWK7XMBHc1zDxEQ_AUIESgC&biw=1536&bih=722#imgrc=-
jbS6Kjt7HBtQM:

24
 Chapter 2
Review of the Assignments

2.1 Review of the Assignment

The assignment is all about studying the impact of digitalization on services

of the HDFC Bank.
Digitalization: - it is that thing wherein today’s digital technologies are being
used to change any business model that a company may be using and with the
help of digital technology any company tries to grab new revenue and value-
producing opportunities, basically it is that process in which movement
towards digital business is done. Integration of new technology into the day
to day life makes our life much easier, simpler and luxurious.
Today all banks are making investments towards the digital initiatives in
different proportions so that they can survive in the market and maintain a
competitive edge. Most of the companies with the help of digitalization are
putting their efforts for making services so smooth and seamless that it
becomes invisible to the customers.
In my assignment/project I had to educate& persuade the existing customers
of the bank to use various digital platforms provided by the bank to its

25
customers so that ease in the banking experience can be achieved by both the
parties i.e., bank and as well as customer. If the customer uses digital
platforms of the bank then it will be beneficial for both as the customer will
not have to come to branch for everything, most of his/her work would be
done through the digital platforms only and it will be beneficial for bank as
the cost would be reduced and the staff would not be overburdened with the
workload.
To call up 30 leads of credit cards, auto& personal loans and try to convert
them.
The other part of the internship involves a competitive analysis, which would
help in understanding more about the market and industry. This aims to
understand more about the performance of major bank players by conducting
a survey wherein I had to find out about the perception of the existing
customers towards the bank.
In addition to my assignment I also went to the market for placing the POS
terminals wherein I helped to convert 3 leads.

2.2 Roles and Responsibilities

➢ To brief the customers about PayZapp & HDFC Net Banking digital
services of bank.
➢ To persuade the customers to use the digital platforms provided by the
bank for the better experience & convenience.
➢ To sort out the various queries related to HDFC Net Banking, Credit
cards, Debit cards & Account Statements that any customer may

26
 have and help them further in knowing the bank and its products like
Personal Loan, Gold Loan etc.
➢ To make calls to the existing customers of the bank and try to
persuade them to take Personal loan & Credit card.
➢ To help the employee at the Welcome desk by sorting out queries of
customers related to Credit & Debit cards, changing of registered
mobile number, changing of address, for opening any type of account,
for making Fixed Deposit etc.
➢ To open smart accounts by using HDFC’s Smartapp.

2.3 Importance of roles and responsibilities in an organization:

➢ Increase in the satisfaction level of customers.
➢ Reduced burden of the employees.
➢ Banking operations are carried out smoothly and efficiently.
➢ Increased customer satisfaction will automatically increase the
customer base.
➢ Competitive analysis would help the bank in knowing its strengths
and weaknesses and the gaps where improvement can be made.

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 Chapter 3
Project Objectives

➢ To understand about the PayZapp and net banking, digital platforms

of HDFC bank & then brief about these platforms to the customers
whosoever are coming to the branch.
➢ To convince/persuade minimum 5 customers on daily basis to start
using net banking and PayZapp.
➢ To make 30 calls on daily basis, of leads of personal & auto loan &
credit cards and try to convert them.
➢ To get deep and thorough knowledge of HDFC’s products and
services.
➢ To analyze customers perception towards the bank & the way in
which operation are carried out.
➢ To find out the issues that customers face while banking with HDFC
bank and to reduce footfall of those customers who were coming to
branch for those things which could be done through net banking.

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 Chapter 4
Action Plan

Month 1: Duration 2nd April to 30th April (To understand the Banking
Industry and the different products offered)

➢ To observe and understand the banking operations properly.

➢ To be always indulged with some sort of work for getting more and
more knowledge of bank and its products & services.
➢ Try to gain as much knowledge of the products and services like
savings & current account, fixed deposit, personal loan, auto loan,
gold loan, credit cards etc., provided by the bank.
➢ To help in opening salary accounts of the staff of Haryana Police.
➢ To go out in the market with team of Point of Sale Terminal and try to
get the leads converted.

Month 2: Duration 1st May to 31st May (To persuade the existing customers
of the bank to start using HDFC’s Net banking & PayZapp of the bank & to
take personal and auto loans)

➢ To get the existing customers registered for Net Banking & PayZapp

29
 on their account.
➢ Give the customers demo of how to use the net banking and PayZapp
platforms of the bank.
➢ To make 30 calls to the customers of credit cards, personal loan &
auto loan and then try to convert those leads.
➢ To open salary accounts of the employees of Dakshin Haryana Bijli
Vitran Nigam.

Month 3: Duration 1st June to 21st June (to conduct survey and analyze the
perception of the customers)

➢ To get the questionnaire about the perception of existing customers

filled from them.
➢ To open at least 5 savings accounts.
➢ To convert at least 5 leads of credit cards.
➢ To find out that why the POS terminals of Bank of Baroda were
more in the market as compared to HDFC’s bank &identify the gaps
wherein bank can improve its services.
➢ To find out 1 or 2 weaknesses of the other major competitors which
are strengths of HDFC bank.

30
 Chapter 5
SWOT Analysis

Of HDFC Bank

Strength Weaknesses
➢ Huge employee base of more ➢ Not having strong presence in
than 88253 as of 31st march the rural areas as compared to
2018 its competitors
➢ Having 2nd largest network of ➢ Market is not aware about
4715 branches & 12260 some of the products
ATM’s ➢ Lacking behind from its
➢ Having highest total assets of competitors in doing
8.64 lakh crores in the private aggressive marketing
sector strategies
➢ HDFC’s cards are the most ➢ Focuses more on high and
preferred cards for online mid-level clients
shopping & transactions ➢ Every vertical is not
➢ Having “Best Bank Awards” performing successfully
from many recognized
institute
➢ Having large collaborations
with the corporates for
holding their salary accounts

31
 ➢ Greater scope of expansion & ➢ NBFC’S, payment banks and
development in the rural areas other modern age banks are
➢ Because of strong financial entering into market
base it has greater scope of ➢ Great competition threats
acquisition & strategic from competitor banks like
alliance Axis, ICICI SBI, Yes, Federal
➢ Has good opportunities in the etc.
foreign markets ➢ Continuously increasing
➢ Improvement of strategies percentage of non-performing
related to bad debts recovery assets
➢ Permission by RBI to the
foreign banks up to 74%
investment in the Indian
market
Opportunities Threats

Of the Project

32
 Strengths Weaknesses
➢ Better support from the staff ➢ Limited time period to get
of the bank thorough knowledge about
➢ Confidence of employees in the bank and its operations
me ➢ Limited time from the
➢ Permission of opening saving seniors to get knowledge
accounts about something
➢ Flexible working environment ➢
➢ Permission to go in field with
the staff

➢ By spending time with seniors ➢ Lot of competitors

and observing them I can get
more knowledge about the
bank
➢ Customer awareness
➢ Knowledge of new products &
services in the market
Opportunities Threats

33
 Chapter 6
Data Analysis

Sample Size: 50
Area of data collection Bhiwani (HR)
Type of customers data collected from urban, semi urban & rural

For achieving my objectives and finding out the most relevant and
appropriate solution, a survey is conducted having primary source of data
through Questionnaire, having following questions:

Question: What type of account do you hold in HDFC Bank?

Figure: 5.1

34
From the above figure we can conclude that out of the 50 respondents 23
respondents i.e., 46.9% customers have salary and savings account and some
of the respondents have more than 1 account in the bank.

Question: For how long you have been holding account in HDFC bank?
Figure: 5.2

From the figure above we can say that 8.2% customers have been a part of
HDFC bank for more than 5 years, 28.6% for 1-3yrs, 20.4% for 3-5 yrs,
which shows that the bank have been giving them a good experience with its
services & 42.9% recently became a part of HDFC.

35
Question: What according to you is the more convenient way for banking?
Figure: 5.3

From this figure we could say that 73.5% respondents believe that Digital
banking is more convenient way of banking as compared to the Branch
banking.

Question: Are you using Digital Banking services of the HDFC Bank?
Figure: 5.4

36
This figure shows that out of the 50 respondents 42 are using digital banking
services of the HDFC bank, by which we could say that they are more
comfortable using digital banking services in place of branch banking.

Question: What are the reasons behind using our Digital Banking Services?
Figure: 5.5

The reason according to the respondents behind using the digital banking
services of HDFC bank is its convenience, 24 hr accessibility & time saving.
These are the main 3 reason why people use digital banking.

37
Question: What Digital Banking Services of HDFC Bank do you use?
Figure: 5.6

According to this figure digital services which are used mostly by the
customers are internet banking with 61%, mobile banking with 56.1%, ATM
with 43.9% and phone banking with 39%.

Question: Are you aware about the Go Digital initiative of the HDFC Bank?
Figure: 5.7

38
This figure shows that 85.4 % customers are aware about the Go Digital
initiative of HDFC bank.

Question: What Digital Initiatives of HDFC Bank you know about?

Figure: 5.8

This figure shows that respondents know about the PayZapp & Smart app
mostly but they are least aware about the watch banking whereas watch
banking does a lot of work with least efforts.

39
Question: Do you use Go Digital Banking Services of HDFC Bank?

Figure: 5.9

This figure tells us that out of the 41 respondents 65.9% are using Go Digital
banking services of the HDFC bank.

Question: Do you think that services of HDFC Bank has improved through
Digitalization?
Figure: 5.10

40
95% of the respondents believe that the services of HDFC has improved with
the use of digitalization in its services.

Question: Rate the services of HDFC Bank that has been improved through
Digitalization?
Figure: 5.11

This figure shows that 26.8% respondents have given 5 starts, 29.3% have
given 4 stars and 34.1% have given 3 stars to the services of HDFC bank,
which shows that customers are getting good service experience from HDFC
bank.

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Question: What is the level of your satisfaction by using the services of
HDFC Bank?
Figure: 5.12

This figure shows that 34.1% customers are fully satisfied, 61% are satisfied
and 4.9% are somewhat satisfied but out of 50 respondents no one is
dissatisfied with the services of HDFC bank which is a great thing.

Question: Will you recommend HDFC Bank to your friends and family?
Figure: 5.13

42
According to this figure 82.9% customers are of the view that they will
recommend HDFC bank to their friends and family and 14.6% can
recommend and only 2.5% customers will not recommend HDFC bank to
others.

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NOT USING CUSTOMERS (9 respondents)

Question: Why have you never used online banking Service?

Figure: 5.14

This figure tells us that out of 9 respondents who do not use online banking
services 50% do not trust managing money with internet services, 25% have
some other issues, 12.5% don’t have internet access and the rest 12.5%
people don’t get what they want through online services.

Question: What according to you are the 2 main disadvantages of online

banking?
Figure: 5.15

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This figure tells us that 25% customers have security concern, 25% don’t get
proper assistance, 25% face overall difficulty while operating online.
According to 12.5% people online banking is unreliable and the rest 12.5%
don’t have any issue still they don’t want to use online banking services.

Question: What would encourage you to use more the online banking
services?

Figure: 5.16

According to this figure if HDFC bank want its customers to use online
banking services then it will have to give more rewards on using online
banking services, it will have to make its services clearer and simpler and in
addition to this security must also be improved.

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Question: Do you think that one to one human interaction is important for
banking relation?

Figure: 5.17

According to 62.5% respondents out of 9 respondents one to one human

interaction is important for making good banking relations, according to 25%
it is somewhat important and it is not at all important for 12.5% respondents.

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Question: Rate the services of HDFC Bank that has been improved through
Digitalization?

Figure: 5.18

Out of the 9 respondents 3 stars are given by 37.5%, 5 stars & 2 stars are
given by 25% respondents each whereas 1 star is given by 12.5%
respondents.

Question: What is the level of your satisfaction by using the services of

HDFC Bank?

Figure: 5.19

Out of the 9 respondents only 12.5% customers are dissatisfied with the
services of HDFC bank and the rest are satisfied in one way or the other.

47
 Chapter 7
Findings

In our study we find that

➢ that out of the 100% respondents 95% customers are of the perception
that services of HDFC Bank has improved through digitalization
➢ 82.9% customers will recommend HDFC Bank to their friends and
family.
➢ All the respondents are either fully satisfied or satisfied with the
services of Bank and no respondent is dissatisfied with the services.

Following are the ratings that has been by the customers to the services of
HDFC Bank
➢ 5 stars are given by 34.1% respondents
➢ 4 stars are given by 29.3% respondents
➢ 3 stars are given by 34.1% respondents

Findings from those customers who don’t use online banking services

Out of the total respondents of non-users of online banking

48
➢ 50% don’t use online banking because they don’t trust the online
platform when it comes to managing money.
➢ 25% respondents have some other reasons
➢ 12.5% respondents do not have internet access & the rest 12.5% says
that online services don’t help them in the manner in which they want
➢ 75% of the respondents consider that they have lack of assistance,
security concern & they have lack of knowledge of using online
banking services
➢ Having high security would encourage 87.5% respondents to use
online banking& according to 62.5% respondents one to one human
interaction is important for having a good banking relation
➢ 50% of the respondents are fully satisfied with the other services of
HDFC Bank

49
 Chapter 8
Recommendations

➢ Many of the customers are still not very much aware about the digital
platforms like HDFC’s net banking, PayZapp, watch banking etc. so it
becomes duty and responsibility of the bank to make them aware
about these platforms through advertisement or publicity.

➢ Bank should educate its customers about the various digital platforms
that it has and bank must also educate them about the advantages of
these digital platforms. This would prompt and help the customers to
shift from the traditional way of banking to the modern way of
banking.

➢ While interacting with the customers it was observed that even if a

customer know about the digital banking services of the bank he/she
doesn’t use these because of the misconception about the security of
managing money online and due to lack of information, so these
customers must be targeted by the bank and they should be convinced
to use online banking services.

50
➢ Bank must open accounts with the help of its Smartapp so to reduce
wastage of paper and workload of employees as they first have to fill
form then again, they have to feed the information in their system.

➢ Bank should calculate the average of savings account on yearly basis

and not on monthly basis, as this issue was found while interacting
with the customers of HDFC bank.

➢ Application for issuing credit cards must only be made through net
banking and not by filling form as lot of papers gets wasted.

➢ After registering for net banking, to transfer funds firstly we have

register for third party then we have to wait for 24 hrs and then we
have to add beneficiary and again we have to wait for 30mins to
actually transfer fund so, this time should not be there while
transferring any fund.

51
REFERENCES
http://ibpswhiteboard.blogspot.com/2016/03/ibps-general-awareness-indian-
banking.html
https://www.hdfcbank.com/personal/products
https://www.moneycontrol.com/financials/hdfcbank/profit-loss/HDF01
https://www.slideshare.net/debalinachoudhury/project-on-sales-force-structure-
of-hdfc-bank-ltd
https://www.greatbuyz.com/blog/top-private-sector-banks-in-india/
https://www.google.com/search?q=market+share+banks&rlz=1C1ZKTG_enIN800IN
800&source=lnms&tbm=isch&sa=X&ved=0ahUKEwj-
0sKCipHjAhWK7XMBHc1zDxEQ_AUIESgC&biw=1536&bih=722#imgrc=-
jbS6Kjt7HBtQM:
https://www.nrbcommercialbank.com/downloads/Bank_Its%20Origin,%20M
eaning,%20Objectives%20&%20Function.pdf
https://gradeup.co/history-of-banking-in-india-i-e02deb86-f4ac-11e5-b410-
2f0cca4d3c07
https://www.greatbuyz.com/blog/top-private-sector-banks-in-india/

52
__________________________________________________ANNEXURE

Link of the Google survey form

https://docs.google.com/forms/d/e/1FAIpQLScUt3HqCoCyf4NaRt50Y4eJrq
dVWRBOgdBxFIr5rIlUZduZww/viewform?usp=sf_link

Plagiarism Report

53