SUMMER TRAINING PROJECT REPORT ON

“ANALYSIS ON HDFC BANK’S FOCUS AREAR:

MARKETING OR OPERATIONS”

Bachelor of Business Administration

(Batch: 2017-2020)

Supervised By: Submitted by:

MRS SILKY MADAN SHUBHAM SINGHAL

Assistant Professor Roll No.: 05380301715

BBA III SEM ( morning shift)

JAGAN INSTITUTE OF MANAGEMENT STUDIES

(Aff. to Guru Gobind Singh Indraprastha University)

SECTOR-5, ROHINI, DELHI

1
 DECLARATION

I, Shubham Singhal student of Bachelor Of Business Administration from Jagan Institute of

Management Studies, Rohini hereby declare that I have completed Summer Training Project

Report on “ANALYSIS ON HDFC BANK’S FOCUS AREAR : MARKETING OR

OPERATIONS”

SHUBHAM SINGHAL

2
 PREFACE

I have put my sincere efforts to accomplish my objectives within the stipulated time. Despite of
limitations, obstructs, hurdles and hindrance, I have toiled and worked to my optimum potential
to achieve desired goals. Being neophyte in a highly competitive world of business, I came
across some difficulties to make my objective a reality. Anyhow with the kind help, genuine
interest and guidance of my supervisor, I am able to present this hand craved effort. I have tried
my level best to conduct a research to gain a thorough knowledge about the project on the topic:
“ANALYSIS ON HDFC BANK’S FOCUS AREAR : MARKETING OR OPERATIONS”

I have tried to put my maximum effort to get the accurate statistical data. If anywhere something
is found unacceptable or unnecessary to the theme; you are welcomed with your valuable
suggestions.

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 ACKNOWLEDGEMENT

It is my pleasant duty to offer my service acknowledgement to those honourable personalities of

the department who have been a constant source of help and encouragement in carrying out this
project report.

I am deeply indebted to Mrs. Silky Madan for her valuable suggestions and guidance throughout
the project.

Last but not least, I would like to thank my Parents, Faculty Guide and Friends for their support,
advice and encouragement that they gave to me for the completion of this project.

SHUBHAM SINGHAL

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 CHAPTER-1
INTRODUCTION

5
1.1 THE TOPIC: “ANALYSIS ON HDFC BANK’S FOCUS AREA:
MARKETIONG OR OPERATIONS”
A t H D F C B a n k , I w a s a s s i g n e d w i t h t h e t o p i c a s “In Which Area more focus
Marketing or Operation” for my project work. I joined the company as an intern for the branch
banking and learned through personal banker for this analysis. The selection of the topic was to
know how the company generates business through them. Personal Banker are those
sources of a company who have their own relations and personal contacts among
common public that they use to generate business through.

1.2 REASON FOR SELECTION OF THIS TOPIC:

The financial sector is one of the booming and increasing sectors in India. The Personal
Banker are one of the most powerful, efficient and effective channel through which the company
sales its various types of financial products and company takes operational work also. It is really
difficult to convince customers and sell a single product and accomplish operational work.
Whereas in my entire project work I found my interest in working in a team, dealing with
customers and finally convincing them to buy a product.

1.3 IMPORTANCE TO THE COMPANY:

The ultimate purpose of giving me this topic was to know about the customer’s perceptions
about the different products of the bank, and to know about operational process.
How these product sc a n a t t r a c t t h e m a n d h o w t h e c o m p a n y c a n g e n e r a t e
maximum profit by convincing them through personal banker and
to better understand customer requirement and to understand operational
m e t h o d o l o g y.

1.4 LEARNING FROM THE STUDY:

The process of bank related transaction, bank related various terms, work environment of HDFC
Bank. Different products and services provided by the bank. Customer’s perception
about the different products. The brand image of the bank. What are the problems
faced by customer on daily basis. How to communicate with the customer. Different
techniques of dealing with the customers. How to convince and convert a customer into a
real customer and at the last how to better response to the customer problem.

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 COMPANY’S PROFILE
OVERVIEW:
HDFC Bank Limited is an Indian banking and financial services company headquartered
in Mumbai, Maharashtra. It has 88,253 permanent employees as on 31 March 2018[6] and has a
presence in Bahrain, Hong Kong and Dubai.[7] HDFC Bank is India’s largest private sector
lender by assets.[8] It is the largest bank in India by market capitalization as of February
2016.[9] It was ranked 69th in 2016 BrandZ Top 100 Most Valuable Global Brands.

COMPANY HISTORY:
The Housing Development Finance Corporation Limited (HDFC)was amongst the first to
receive an 'in principle' approval from the Reserve Bank of India (RBI)to set up a bank in the
private sector, as part of the RBI's liberalization of the Indian Banking I n d u s t r y
in 1994. The bank was incorporated in August 1994 in the name
o f 'HDFC Bank Limited', with its registered office in Mumbai, India. HDFC Bank commenced
operations as a Scheduled Commercial Bank in
January 1995.

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VISION AND MISSION

PROMOTER
HDFC is India's premier housing finance company and enjoys an impeccable
track record in I n d i a a s w e l l a s i n i n t e r n a t i o n a l m a r k e t s . S i n c e i t s
i n c e p t i o n i n 1 9 7 7 , t h e C o r p o r a t i o n h a s 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 dwe lling 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 f i n a n c i a l m a r k e t s , a s t r o n g m a r k e t r e p u t a t i o n , l a r g e
s h a r e h o l d e r b a s e a n d u n i q u e c o n s u m e r franchise, HDFC was ideally positioned to
promote a bank in the Indian environment.

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BUSINESS FOCUS
HDFC Bank's mission is to be a World-Class Indian Bank. The objective is to build
sound customer franchises across distinct businesses so as to be the preferred
provider of banking services for target retail and wholesale customer segments,
and to achieve healthy growth in profitability, consistent with the bank's risk
appetite. The bank is committed to maintain the highest level of ethical
standards, professional integrity, corporate governance and regulatory
compliance. HDFC Bank's business philosophy is based on four core values –
Operational Excellence, Customer Focus, Product Leadership and People
.
CAPITALSTRUCTURE
The authorized capital of HDFC Bank is Rs 550 crore (Rs5.5 billion).The paid -
up capital isRs424.6 crore (Rs.4.2 billion).The HDFC Group holds 19.4% of the
bank's equity and about 17.6% of the equity is held by the ADS Depository (in respect of the
bank's American Depository Shares (ADS) Issue). Roughly 28% of the equity is held by Foreign
Institutional Investors (FIIs)a n d t h e b a n k h a s a b o u t 5 7 0 , 0 0 0 s h a r e h o l d e r s . T h e
s h a r e s a r e l i s t e d o n t h e S t o c k E x c h a n g e , Mumbai and the National Stock
Exchange. The bank's American Depository Shares are listed on the New York Stock
Exchange (NYSE) under the symbol 'HDB'.

DISTRIBUTION NETWORK
HDFC Bank headquartered is in Mumbai. The Bank at present has an enviable
network of over 1229 branches spread over 444 cities across India. All branches are linked on
an online real-time basis. Customers in over 120 locations are also serviced through Telephone
Banking. The Bank's e x p a n s i o n p l a n s t a k e i n t o a c c o u n t t h e n e e d t o h a v e a
p r e s e n c e i n a l l m a j o r i n d u s t r i a l a n d commercial centers where its corporate
customers are located as well as the need to build a strong retail customer base for both
deposits and loan products. Being a clearing/settlement bank to various leading stock exchanges,
the Bank has branches in the centers where the NSE/BSE has a strong and active member
base. The Bank also has a network of about over 2526 networked
ATMs across these cities. Moreover, HDFC Bank's
A T M n e t w o r k c a n b e a c c e s s e d b y a l l domestic and international Visa/MasterCard,
Visa Electron/Maestro, Plus/Cirrus and American Express Credit/Charge cardholders.

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HDFC BANK SERVICES

1. PERSONAL BANKING SERVICES

Current Account
•Plus Current Account
•Trade Current Account
•Premium Current Account
•Regular Current Account
•Apex Current Account
•Max Current Account
•Reimbursement Current Account

Fixed Deposit
•Regular Fixed Deposit
•Super Saver Account
•Sweep-in Account

Loans
•Personal Loans
•Home Loans
•Two Wheeler Loans
•New Car Loans
•Used Car Loans
•Overdraft against Car
•Express Loans
•Loan against Securities
•Loan against Property
•Commercial Vehicle Finance
•Working Capital Finance
•Construction Equipment Finance

Investments & Insurance

•Mutual Funds
•Insurance
•Bonds
•Financial Planning
•Knowledge Centre
•Equities & Derivatives
•Mudra Gold Bar

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Forex Services
•Trade Finance
•Traveler’s Cheques
•Foreign Currency Cash
•Foreign Currency Drafts
•Foreign Currency Cheque Deposits
•Foreign Currency Remittances
•Forex Plus Card

Payment Services
•Net Safe
•Prepaid Refill
•Bill Pay
•Direct Pay
•Visa Money Transfer
•E-Monies Electronic Funds Transfer
•Excise & Service Tax Payment

AccessYourBank-OneView
•Insta Alerts
•Mobile Banking
•ATM
•Phone Banking
•Branch Network

Cards
•Silver Credit Card
•Gold Credit Card
•Woman's Gold Credit Card
•Platinum plus Credit Card
•Titanium Credit Card
•Value plus Credit Card
•Health plus Credit Card
•HDFC Bank Idea Silver Card
•HDFC Bank Idea Gold Card

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2. WHOLESALE BANKING SERVICES
•Funded Services
•Non Funded Services
•Value Added Services
•Internet Banking
•Clearing Sub-Membership
•RTGS – sub membership
•Fund Transfer
•ATM Tie-ups
•Corporate Salary a/c
•Tax Collection
•Financial Institutions
•Mutual Funds
•Stock Brokers
•Insurance Companies
•Commodities Business
•Trusts

3. NRI BANKING SERVICES

•Rupee Saving a/c
•Rupee Current a/c
•Rupee Fixed Deposits
•Foreign Currency Deposits
•Accounts for Returning Indians

Payment Services
•Net Safe
•Bill Pay
•Insta Pay
•Direct Pay
•Visa Money
•Online Donation
•Remittances

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 Problem of the HDFC Bank
For HDFC Bank, the biggest challenges include new payment banks - such as Paytm,
Reliance Industries, Tech Mahindra, NSDL and India Post - that are ready to launch
operations. These are allowed to accept deposits up to Rs 1 lakh but cannot lend.
Interestingly, whereas SBI has entered into an equity partnership with Reliance for a
payment bank and Kotak Mahindra Bank has joined hands with Bharti Airtel, HDFC
Bank has decided to take on the challenge alone.

Payment banks could be useful for investors as they would leverage the strength of
existing banks and not invest too much on physical infrastructure. Of course, there is a
lot of uncertainty about what the future holds. "There is still not much clarity on the
revenue model of payment banks. There is certainly a limitation in earning high returns
due to lending restrictions.

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 SWOT Analysis
Strengths in the SWOT analysis of HDFC
 HDFC bank is the second largest private banking sector in India having
2,201 branches and 7,110 ATM’s.
 HDFC bank is located in 1,174 cities in India and has more than 800
locations to serve customers through Telephone banking.
 The bank’s ATM card is compatible with all domestic
and international Visa/Master card, Visa Electron/ Maestro, Plus/cirus
and American Express. This is one reason for HDFC cards to be the most
preferred card for shopping and online transactions.
 HDFC bank has the high degree of customer satisfaction when compared to
other private banks.
 The attrition rate in HDFC is low and it is one of the best places to work in
private banking sector.
 HDFC has lots of awards and recognition, it has received ‘Best Bank’ award
from various financial rating institutions like Dun and Bradstreet, Financial
express, Euromoney awards for excellence, Finance Asia country awards
etc.
 HDFC has good financial advisors in terms of guiding customers towards
right investments.

Weaknesses in the SWOT analysis of HDFC

 HDFC bank doesn’t have strong presence in Rural areas, where
as ICICI bank its direct competitor is expanding in rural market.
 HDFC cannot enjoy first mover advantage in rural areas. Rural people are
hard core loyals in terms of banking services.
 HDFC lacks in aggressive marketing strategies like ICICI.
 The bank focuses mostly on high end clients.
 Some of the bank’s product categories lack in performance and doesn’t
have reach in the market.
 The share prices of HDFC are often fluctuating causing uncertainty for the
investors.

14
Opportunities in the SWOT analysis of HDFC
 HDFC bank has better asset quality parameters over government banks,
hence the profit growth is likely to increase.
 The companies in large and SME are growing at very fast pace. HDFC has
good reputation in terms of maintaining corporate salary accounts.
 HDFC bank has improved it’s bad debts portfolio and the recovery of bad
debts are high when compared to government banks.
 HDFC has very good opportunities in abroad.
 Greater scope for acquisitions and strategic alliances due to strong financial
position.

Threats in the SWOT analysis of HDFC

 HDFC’s nonperforming assets (NPA) increased from 0.18 % to 0.20%.

Though it is a slight variation it’s not a good sign for the financial health of
the bank.
 The non banking financial companies and new age banks are increasing in
India.
 The HDFC is not able to expand its market share as ICICI imposes major
threat.
 The government banks are trying to modernize to compete with private
banks.
 RBI has opened up to 74% for foreign banks to invest in Indian market.

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 COMPETITORS
ICICI BANK

ICICI Bank (Industrial Credit and Investment Corporation of India) is an Indian

multinational bank and financial services company headquartered in Mumbai,
Maharashtra, India, with its registered office in Vadodara. In 2017, it is the third largest
bank in India in terms of assets and fourth in term of market capitalisation. It offers a
wide range of banking products and financial services for corporate and retail customers
through a variety of delivery channels and specialised subsidiaries in the areas of
investment banking, life, non-life insurance, venture capital and asset management. The
bank has a vast network of 4,850 branches[3] and 14,404 ATMs[4] in India, and has a
presence in 19 countries including India.
Internet Banking offers over 250+ services and facilities that give you real-time access to
your account. You can make and receive payments to ICICI Bank accounts and Non-
ICICI Bank accounts, open Fixed and Recurring Deposits, view account details, request a
cheque book and a lot more, while you are online.
Presenting new features on your Dashboard making your experience more easy and
convenient. View your profile, my shortcuts, assets, liabilities, loans, credit cards,
calendar, relationship manager, investments etc. on the dashboard.

16
AXIS BANK

Axis Bank is the third largest private sector bank in India. The Bank offers the entire
spectrum of financial services to customer segments covering Large and Mid-Corporates,
MSME, Agriculture and Retail Businesses.

With its 3,703 domestic branches (including extension counters) and 13,814 ATMs
across the country as on 31st March 2018, the network of Axis Bank spreads across 2,163
cities and towns, enabling the Bank to reach out to a large cross-section of customers
with an array of products and services. The Bank also has ten overseas offices with
branches at Singapore, Hong Kong, Dubai (at the DIFC), Shanghai and Colombo;
representative offices at Dubai, Abu Dhabi, Dhaka and Sharjah and an overseas
subsidiary at London, UK.

Axis Bank is one of the first new generation private sector banks to have begun
operations in 1994. The Bank was promoted in 1993, jointly by Specified Undertaking of
Unit Trust of India (SUUTI) (then known as Unit Trust of India), Life Insurance
Corporation of India (LIC), General Insurance Corporation of India (GIC), National
Insurance Company Ltd., The New India Assurance Company Ltd., The Oriental
Insurance Company Ltd. and United India Insurance Company Ltd. The share holding of
Unit Trust of India was subsequently transferred to SUUTI, an entity established in 2003.

17
SBI BANK

State Bank of India (SBI) is an Indian multinational, public sector banking and financial
services company. It is a government-owned corporation headquartered in Mumbai,
Maharashtra. The company is ranked 216th on the Fortune Global 500 list of the world's
biggest corporations as of 2017. It is the largest bank in India with a 23% market share in
assets, besides a share of one-fourth of the total loan and deposits market.[5][6]
The bank descends from the Bank of Calcutta, founded in 1806, via the Imperial Bank of
India, making it the oldest commercial bank in the Indian subcontinent. The Bank of
Madras merged into the other two "presidency banks" in British India, the Bank of
Calcutta and the Bank of Bombay, to form the Imperial Bank of India, which in turn
became the State Bank of India in 1955.[7] The Government of Indiatook control of the
Imperial Bank of India in 1955, with Reserve Bank of India (India's central bank) taking
a 60% stake, renaming it the State Bank of India. In 2008, the government took over the
stake held by the Reserve Bank of India.

18
KOTAK MAHINDRA BANK

Kotak Mahindra Bank is an Indian private sector bank headquartered

in Mumbai, Maharashtra, India. In February 2003, Reserve Bank of India (RBI) issued
the licence to Kotak Mahindra Finance Ltd., the group's flagship company, to carry on
banking business.[3]
It offers a wide range of banking products and financial services for corporate and retail
customers through a variety of delivery channels and specialized subsidiaries in the areas
of personal finance, investment banking, general insurance, life insurance, and wealth
management.
Kotak Mahindra Bank has a network of 1,369 branches across 689 locations and 2,163
ATMs in the country (as of 31 March 2017).[4] In 2018, it is the second largest private
bank in India by market capitalization after HDFC Bank.
In 1985 Uday Kotak established what became an Indian financial services conglomerate.
In February 2003, Kotak Mahindra Finance Ltd. (KMFL), the Group's flagship company,
received a banking licence from the Reserve Bank of India (RBI). With this, KMFL
became the first non-banking finance company in India to be converted into a bank –
Kotak Mahindra Bank Limited (Kmb)ltd.

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PNB BANK

Punjab National Bank (PNB) is an Indian multinational banking and financial

services company. It is a state-owned corporation based in New Delhi, India. The bank
was founded in 1894. As of 31 March 2017, the bank has over 80 million customers,
6,937 branches (7,000 as on 2nd oct, 2018) and 10681 ATMs across 764 cities.[4]
In February 2018, PNB was part of India’s biggest ever fraud in which two junior officers
at a single branch had illegally steered $1.77 billion in fraudulent loans to companies,
most of them controlled by billionaire jeweller Nirav Modi. Based on the data available
with Reserve Bank of India, among state run banks in India, PNB topped in the number
of loan fraud cases across India with 389 cases totaling Rs 65.62 billion over the last five
financial years.[5]
PNB has a banking subsidiary in the UK (PNB International Bank, with seven branches
in the UK), as well as branches in Hong Kong, Kowloon, Dubai, and Kabul. It has
representative offices in Almaty (Kazakhstan), Dubai (United Arab
Emirates), Shanghai (China), Oslo(Norway), and Sydney (Australia). In Bhutan it owns
51% of Druk PNB Bank, which has five branches. In Nepal PNB owns 20% of Everest
Bank Limited, which has 50 branches. Lastly, PNB owns 84% of JSC (SB) PNB Bank in
Kazakhstan, which has four branches.

20
 CHAPTER 2-
RESEARCH
METHODOLOGY
AND LIMITATIONS

21
 2.1 OBJECTIVES OF STUDY

The current was undertaken to achieve the following stated objectives:

 To acquire new customer by convincing them and to promote the benefits of those
whichare provided by the bank.
 To find the different way of convincing customers.
 To study brand image of the bank.
 To increase the business of the bank.

2.2 RESEARCH DESIGN

A research design is the arrangement of conditions for collection and analysis of data in a
manner that aims to combine relevance to the research purpose with economy in procedure. In
fact, the research design is the conceptual structure within which research is conducted. This
research was Descriptive in nature.

DESCRIPTIVE RESEARCH

The research was a descriptive research as it was concerned with specific predictions, with
narrations of facts and characteristics concerning Net Banking Services provided by HDFC
Bank.

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 2.3 SAMPLING DESIGN

The following factors have been decided within the scope of sample design:

Universe of study:
universe of the study means all the persons who are the customers of HDFC Bank.

Accessible:
It covered all the individuals who are the customers of HDFC Bank in India who are within our
reach. In this study accessible population was customers of HDFC Banks in India.

Sample Size:
A sample of minimum respondents was selected from various areas of Delhi. An effort was made
to select respondents evenly. The survey was carried out on 50 respondents of HDFC Bank.

Sample Unit:
In this project sampling unit consisted of the various individuals who had there bank accounts
with HDFC Bank.

Sampling Frame:
It consisted of various sources from where information about the respondent is extracted. Mainly
personal links and employees of HDFC Bank, Delhi are used for getting information about the
respondents.

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 2.4 LIMITATIONS OF THE STUDY

The following were limitations of the study:

Non-representative sample:
In this research project a sample survey was conducted. A sample of 50 respondents was
selected. So such sample size cannot be said to be the true representative of the universe.

Shortage of time:
The time period of study was very limited. It is very difficult to have in detail study on project
work due to limited time period. The period of 12 to 15 weeks is not enough for the proper study
of the project.

Inadequate data:
The data provided was not up to the marks due to which we faced problems in this survey.

Lack of scientific method:

The lack of scientific training in methodology of research was great impediment in our research
program, which led to the delay of research.

24
 CHAPTER 3-
CONCEPTUAL
DISCUSSION

25
Marketing Strategy
Marketing strategy is a logic by which business unit hopes to achieve the marketing
objectives. To be successful the company must do a better job than competitors of
satisfying target consumers. Marketing strategy is the combination of product, price &
communication strategies. Marketing strategies must be geared to the needs of the
customers but also to the strategies of competitors. Once the company has decided on its
overall competitive marketing strategy, it is ready to begin planning the details of
marketing mix. The marketing mix is the set of controllable, tactical marketing tools that
the firm blend to produce the response it wants in the target market. The marketing mix
consists of everything the firm can do influence the demand for its product. The many
possibilities can be collected into four groups of variables known as the 4p’s.: product,
price, place& promotion. In a competitive market where business have easy access &
profits are worth while pursuing, the market will be lively & active. But at the end of the
day the profit will decline & the market will less attractive.

Operating Strategy

The banking industry is being challenged by the significant costs of regulatory

compliance, new competition from innovative technology companies and start-ups, and
evolving customer needs and behaviors that make it difficult to maintain loyalty. In
addition, customers’ perceptions of the banking industry have changed due to the
negative publicity associated with the economic downturn. To overcome these
challenges, banks’ operational strategy and effectiveness efforts must balance cost
reduction with efforts to address regulatory compliance and enhance the customer
experience.

26
CHAPTER-4
DATA
ANALYSIS

27
Q1.Your Age?

Age

18-23
24-29
30-35
35 & above

Interpretation
 18-23 Years 10 Person
 24-29 Years 20 Person
 30-35 Years 10 Person
 35 Years and above 10 Person

From above response it can be seen that

•20% respondent’s age are 18 to 23 years.
•35% respondent’s age are 24 to 29 years.
•30% respondent’s age are 30 to 35 years.
•15% respondent’s age are 35 to above years.

28
Q2. Marital Status?

35

30

25

20

15

10

0
Married Unmarried

Interpretation
 Married 32 Person
 Single 18 Person
 No. of Children Nil

From above response it can be seen that

•64% respondents are married.
•36% respondents are unmarried

29
Q3.Educational Qualification?

•Undergraduate □
•Graduate □
•Postgraduate □

Sales

Undergraduate
Graduate
Post Gradate

Interpretation
 Undergraduate 10 Person
 Graduate 22 Person
 Postgraduate 18 Person

From above response it can be seen that.

•25% respondents are Under graduate.
•40% respondents are Graduate.
•35% respondents are Post graduate.
Q4.Number Of year’s Are You in Kohat Enclave?

30
•Less than five year’s □
•More than five year’s □

No. of years

< 5 years
2nd Qtr

Interpretation
 Less than five year’s 17 Person
 More than five year’s 33 Person

From above response it can be seen that.

•34% respondents are in Gorakhpur for less than five years.
•66% respondents are in Gorakhpur for more than five years.

31
Q5. Your Occupation?

•Business
•Profession
•Service

Sales

Business
Profession
Service

Interpretation
 Business- 13 Persons
 Profession 17 Persons
 Service 20 Persons

From above response it can be seen that.

•26% respondents Occupation is Business.
•34% respondents Occupation is Profession.
•40% respondents Occupation is Service.

32
Q6. Your annual household income?
•Less than 2 lacs
•Between 2 to 5 lacs
•Between 5to 8 lacs
•More than 8 lacs

Sales

< 2 lacs
2-5 lacs
5-8 lacs
> 8 lacs

Interpretation

 Less than 2 lacs -32 Person

 Between 2-5 lacs-13
 Between 5to 8 lacs -3 Person
 More than 8 lacs- 2 Person

From above response it can be seen that.

•64% respondent’s annual household income is less than 2 lacs.
•26% respondent’s annual household income is between 2 to 5 lacs.
•6% respondent’s annual household income is between 5 to 8 lacs.
•4% respondent’s annual household income is more than 8 lacs.

33
Q7.What is your perception about different products/services provided by HDFC bank?

•Lucrative □
•Not lucrative □
•No idea □

Perception

Lucrative
Not Lucrative
No Idea

Interpretation
 Lucrative -12 Persons
 Not lucrative -33 Persons
 No idea -5 Persons

From above response it can be seen that.

•24% respondent’s perception about different products is lucrative.
•6 6 % r e s p o n d e n t ’ s p e r c e p t i o n a b o u t d i f f e r e n t products is not lucrative.
•10% respondent’s have no idea.

34
Q8.Do you want to open an account with HDFC bank?

•Yes
• No
•Will tell later

Sales

Yes
No
Will Tell Later

Interpretation
 Yes- 8 Persons
 No -5 Persons
 Will tell later -37 Persons

From above response it can be seen that.

•16% respondents are not interested to open an account with the bank.
•10% respondents are interested to open an account with the bank.
•74% of the respondents say that they will tell later.

35
Q9.Do you have all the documents which are required to open an account?
•Yes
•No

Documents

Yes
No

Interpretation
 Yes – 15 Persons
 No – 35 Persons

From above response it can be seen that.

•30% respondents have all the documents which are required to open an account with the bank.
•70% respondents do not have all the documents which are required to open an
account with the bank

36
Q10. Are you aware that the bank provides you free phone banking & net banking
services. If you open a new savings account with HDFC bank?
 Yes
 No

Banking Facilities

Yes
No

Interpretation
 Yes- 32 Persons
 No- 18 Persons

From above response it can be seen that

•64% respondents are aware of it.
•36% respondents are not aware of it.

37
Q11. Are you aware of the different terms and conditions which are very essential to maintain an
account in HDFC bank?
 Yes
 No

T&C

Yes
No

Interpretation
 Yes -15 Persons
 No 35 Person

From above response it can be seen that.

•30% respondents are familiar with different terms and conditions which are very
much essential to maintain account with the bank.
•70% respondents have no idea about it.

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Q12. Do you know about HDFC Bank’s recruitment policies related to personal banker?

•Yes
•No

Policies

Yes
No

Interpretation
 Yes -38 Persons
 No- 12 Persons

From above response it can be seen that.

•76% respondents are known about HDFC Bank’s recruitment policies related to personal banker.
•24% respondents are not known about HDFC Bank’s recruitment policies related
to personal banker.

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 CHAPTER-5
SUGGESTIONS
AND
RECCOMENDATIONS

SUGGESTIONS:
Finally some recommendations for the company are as follow:-

40
•T o m a k e p e o p l e a w a r e a b o u t t h e b e n e f i t o f b e c o m i n g a c u s t o m e r o f H D F C
B a n k , following activities of advertisement should be done through
1. Print Media.
2. Hoarding & Banners.
3. Stalls in Trade Fares
4. Distribution of leaflets containing details information.

Other facilities must be provide to the customer:

•The bank should provide life time valid ATM card to all its customers.
•Minimum balance for savings account should be reduced from Rs 10000 to Rs
1000, so that people who are not financially strong enough can maintain their account properly.
•The company should provide a pass book to all its customers.
•Make people understand about the various benefits of its products.
•Company should organize the program in the society, so that people will be aware about the
company and different products of the bank.
•Company should open more branches in different cities.

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 CHAPTER-6
FINDINGS

FINDINGS:

42
HDFC Bank, the banking arm of HDFC is expected to go on stream. The bank already has good
number of employees on board and is recruiting personal banker heavily to take the headcount to
many more. It is on the brim of increasing its customers through its attractive schemes and offer.
The project opportunities provided was market segmentation and identifying p r o s p e c t i v e
customers in potential geographical location and convincing them to attract
more customers so that new business opportunities of the bank can be explored.
Through this project, it could be concluded that people are not much aware about
the various products of the bank and many of t h e m n o t i n t e r e s t e d t o o p e n a n
a c c o u n t , t o i n v e s t m o n e y a t a l l . s e r v i c e s w a s c o n s i d e r e d a s unsought good
which require hard core selling, but in changing trend in income and
people becoming financially literate, the demand for banking sector is increasing day by day.
So, at last the conclusion is that there is tough competition ahead for the company from its
major competitors in the banking sector. Last but not the least I would like to thank
HDFC Bank for giving me an opportunity to work in the field of Marketing and
Operation.

43
 CHAPTER 7-
BIBLIOGRAPHY

44
1. BOOKS
M a r k e t i n g M a n a g e m e n t ( 1 0 th E d i t i o n ) ,
M a r k e t i n g M a n a g e m e n t ( 3 rd E d i t i o n ) ,
R e s e a r c h Methodology (2nd Edition),
Research Methodology (3rd Edition).

AUTHORS:
Philip Kotler ,V.S. Ramaswamy , C.R. Kothary , S.P. Kasande

2. NEWS PAPERS
• Times of India • Financial Express

3. WEBSITES
www.hdfcbank.com, www.google.com

45
CHAPTER 8-
Annexure

46
 QUESTIONNAIRE
DearSir/Madam,
Name: ………………………………………………………………………..
Address: ……………………………………………………………………..
Contact No :®………………( O)……………… (M)………………………
City: ………...............Pin: ………………….State: ………………………
I am a student of Jagan Institute of Management Studies presently doing a project on
“INWHICH AREA MORE FOCUS MARKETING OR OPERATION”
.I request you to kindly fill the questionnaire below and I assure you that the data generated
shall be kept confidential.

1.Your Age: ____________________

2 .Education Qualification.
Undergraduate □
Graduate □
Postgraduate □

3. Marital Status .
•Married □
•Single □ No. of Children: __________

4. Number Of year’s Are You in Gorakhpur.

•Less than five year’s □
•More than five year’s □

5. Occupation.
•Business
•Profession
•Service(Please mention below the type of business/profession you are. In incase of service
please mention your organization name and designation)

6. Your annual household income.

•<than 2 lack □
•Between 2 to 5 lack □
•Between 5 to 8 lack □
•>than 8 lack □

47
7. What is your perception about different products and services offered by HDFC Bank?
•Lucrative □
•Not lucrative □
•No idea □

8. Do you want to open an savings account with HDFC Bank?

•Yes □
• No □
• Will tell later □

9. Do you have all the documents which are required to open an account?
 Yes
 No
 Will tell later
10. Are you aware of that HDFC Bank provide you free phone banking & net banking services.If
you open a new savings account with HDFC bank?
 Yes
 No

11. Are you aware of different terms and conditions which are very much essential to maintain
an account at HDFC Bank?
•Yes □
•No □

12.Do you know about HDFC Bank’s recruitment policies related to personal banker?
•Yes □
•No □

Date:
Place: Signature
ThankYou

48