Beruflich Dokumente
Kultur Dokumente
DEGITALISATION
HDFC BANK
Session - 2018-2020
Patibanda.
YogyaSri
MBA-3rd Semester
1
DECLARATION
I was in regular contact with the nominated guide and contacted several times for
discussing the project.
P. Yogya sri
2
PREFACE
The recent introduction of open banking and the Payments Services Directive
regulation is accelerating this transformation by placing power in the hands of
customers. Banks must now allow customers to share their financial data, such
as spending habits and regular payments, with authorized third-party
providers if customers wish to do so. To navigate this unchartered reality,
banks must ensure their digital offering is fit for purpose.
3
ACKNOWLEDGEMENT
I thank to HDFC BANK for giving me the opportunity to work for this
project and I would like to express my sincere thanks to Mr. Venkata
kalyan(Manager) and who helped, inspired and mentored me and without their
help this project report would not have taken its current shape. Under their
brilliant untiring guidance I could complete the project being undertaken on the
“DIGITALISATION” successfully in time. Their meticulous attention and
invaluable suggestions have helped me in simplifying the problem involved in
the work. I would also like to thank the overwhelming support of all the people
who gave me an opportunity to learn and gain knowledge about the various
aspects of the industry.
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TABLE OF CONTENTS
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1. BANKING STRUCTURE IN INDIA
In today’s dynamic world banks are inevitable for the development of a
country. Banks play a pivotal role in enhancing each and every sector. They
have helped bring a draw of development on the world’s horizon and
developing country like India is no exception.
Banks fulfills the role of a financial intermediary. This means that it acts
as a vehicle for moving finance from those who have surplus money to
(however temporarily) those who have deficit. In everyday branch terms the
banks channel funds from depositors whose accounts are in credit to borrowers
who are in debit.
Without the intermediary of the banks both their depositors and their
borrowers would have to contact each other directly. This can and does happen
of course. This is what has lead to the very foundation of financial institution
like banks.
Before few decades there existed some influential people who used to
land money. But a substantially high rate of interest was charged which made
borrowing of money out of the reach of the majority of the people so there arose
a need for a financial intermediate.
The Bank have developed their roles to such an extent that a direct
contact between the depositors and borrowers in now known as
disintermediation.
Banking industry has always revolved around the traditional function of
taking deposits, money transfer and making advances. Those three are closely
related to each other, the objective being to lend money, which is the profitable
activity of the three. Taking deposits generates funds for lending and money
transfer services are necessary for the attention of deposits. The Bank have
introduced progressively more sophisticated versions of these services and have
diversified introduction in numerable areas of activity not directly relating to
this traditional trinity
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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.
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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.
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2.INTRODUCTION
In this fast growing world even the banking industry is not behind, the
banks are converting themselves from fully physical branches to fully digital
branches. Firstly with the introduction of CORE banking it became possible to
do the banking transaction from any branch of the bank and now with the
emergence of digital banking the whole banking industry has changed. The
customers can do most of the transactions at home or at their comfort from any
place in the world with the help of internet. Digital banking provides 24x7
access whereas earlier it was only possible to do the transactions during the
banking hours.
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Aditya Puri is the Managing Director of HDFC Bank, India's largest
private sector bank. He assumed this position in September 1994, making him
the longest-serving head of any private bank in the country. He transformed
HDFC Bank from a start-up into one of the world‟s top most banks, generating
high returns by maintaining lending standards while expanding beyond
corporate loans into a full-service retail bank. India today magazine ranked him
18th in India‟s 50 most powerful people of 2018 list.
3.ORGANISATION PROFILE
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 RBI's liberalization
of the Indian Banking Industry in 1994. It was founded by Hasmuk Bhai Parakh
in the year 1977. The bank was incorporated in August 1994 in the name of
'HDFC Bank Limited', with its registered office in Mumbai, India. HDFC Bank
commenced operations as a Scheduled Commercial Bank in January 1995.
HDFC bank got its IPO in the year 1995.
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Network
HDFC Bank is headquartered in Mumbai. As of March 31, 2019, the
Bank's distribution network was at 5,103 branches across 2,748 cities. All
branches are linked online on a 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 Bank's expansion
plans take into account the need to have a presence in all major industrial and
commercial centers, where its corporate customers are located, as well as the
need to build a strong retail customer base for both deposits and loan products.
Being a clearing / settlement bank to various leading stock exchanges, the Bank
has branches in center’s where the NSE / BSE have a strong and active member
base. The Bank also has a network of 13,160 ATMs across India. HDFC Bank's
ATM network can be accessed by all domestic and international Visa /
MasterCard, Visa Electron / Maestro, Plus / Cirrus and American Express
Credit / Charge cardholders.
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Products and Services
Market leader in e-commerce, HDFC Bank provides a series of digital
offerings like - 10 second personal loan, PayZapp, SME Bank, 30-Minute Auto
Loan, 15-minute Two-Wheeler Loan, e-payment gateways, Digital Wallet, etc.
The latest entry in the league is 'Project AI' under which HDFC Bank would
deploy robots at select bank branches. These robots will offer options such as
cash withdrawal or deposit, Forex, fixed deposits and Demat services
displaying on the screen to persons coming into the branch.
The HDFC Bank offers different types of accounts and deposit accounts to meet
everybody‟s requirements be it a simple saving account or a salary account, a
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current account or a premier account, a fixed deposit account or a recurring
deposit account, all types of accounts are available with the HDFC bank.
Savings account is useful to store the surplus money. The bank offers savings
accounts under various types starting from basic accounts to premium
accounts with variety of features. The interest rates on the Savings Account
are 3.5% p.a. which is calculated daily on the end of day balance.
The bank offers different types of salary accounts with various features
provided to the accountholders like free insurance coverage, credit card facility.
The different types of Salary Accounts are:
• Reimbursement Account.
Current Accounts
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• Current Account for Hospitals and Nursing Homes.
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PRODUCT OF HDFC BANK
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.
Saving accounts.
Current accounts.
Fix deposits.
Demate account.
Safe deposits lockers.
Savings Accounts
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/-.
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
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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
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: -
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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
customer’s Kids Advantage Account and watch the savings grow as customer’s
child grows. The accumulated savings in the Kids Advantage Account can over
the years help in meeting customer child's needs.
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, bank’s 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.
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.
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, bank’s
priority services have become the benchmark for banking efficiency. Trade
Current Account requires maintaining an average quarterly balance of Rs.
40,000.
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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country, and access to a multitude of ATM's, customer can keep track of all
transactions anytime.
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.
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.
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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.
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.
What’s 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.
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.
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.
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Fix deposits service
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.
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.
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.
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.
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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.
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.
A Safe Deposit Locker with HDFC Bank is the solution to person’s fear.
Located at select branches in cities all over the country, bank’s lockers ensure
the safe keeping of valuables.
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Eligibility
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.
The Lockers and their contents can be nominated to people near and dear to
you.
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.
For obtaining a Locker at HDFC Bank you must be an account holder with
Bank.
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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.
Deposits
People who wish to save money for a longer period with a view to earn a higher
rate of interest seek to invest money in term deposit accounts which guarantee
higher interest rates. HDFC Bank also offers various types of deposit accounts
promising high interest rates for customers seeking deposit accounts.
Following are the deposit accounts available with the bank:
• Recurring Deposit
Loans
HDFC bank is a leader in home loan sector and also offers various other kinds
of loans at attractive interest rates for various needs of the individuals. The
following types of loans are available with the bank:
• Personal loan.
• Home loan.
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• Vehicle loan- two wheeler/four wheeler
• Business loan.
• Gold loan.
• Educational loan.
• Rural loan.
Credit Cards
The bank has a wide range of credit cards for customers which provides special
offers and privileges on dining, movies, lounge access of airports, etc. The cards
also offer Reward Points on every spending made by the cardholder which can
be redeemed for attractive offers. The different types of Credit Cards offered
by the bank are as follows:
There are 3 variants under the Super Premium Variety which are:
• Insignia
• Regalia
Debit Cards
HDFC Bank offers Debit cards with every Savings Account to customers.
These cards provide great discounts and cash back on fuel, shopping, dining,
entertainment, etc. and are used across all outlets for payment. Following are
the debit cards issued by the bank :
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• Easy Shop Platinum Debit Card
Demat Account
HDFC Bank issues Demat Account for investors like traders, long term
investors as well as beginners for a flexible and customized solution. The demat
account offered by the bank is safe and dependable for buying and storing
a customer’s equity investments, mutual funds, IPOs, ETF Exchange Traded
Funds like Gold and Index, bonds and NCDs.The account can also be opened
online and the types of demat accounts offered are as follows:
• Demat Account.
• 2 in 1 Account.
• 3 in 1 account.
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Insurance
HDFC Bank offers both life and non-life products to its customers. The life
insurance products are issued in association with HDFC Life Insurance
Company Limited and the non-life insurance products are issued in
association with HDFC Ergo. The following are the heads of insurance and
their respective plans:
Life Insurance
The list of below mentioned plans range from term insurance, endowment
insurance and money-back plans to those of Unit Linked Insurance Plans
(ULIPs) for a complete insurance products basket for customers to choose from.
Health Insurance
Health Insurance falls under the purview of general insurance and four types of
health insurance plans are offered by the bank which are as follows:
Critical Illness Silver Plan – a health plan specifically designed for treatment
of critical illnesses covering 8 critical illnesses in its scope of coverage
Critical Illness Platinum Plan – a critical illness plan which covers 15 critical
illnesses and provides the benefit upon diagnosis of the covered illness
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Motor Insurance
Private Car Insurance– Insurance coverage for your private car with cashless
claim across 1600+ garages. Moreover the plan also gives discounts.
Travel Insurance
Home Insurance
Insurance policy issued to protect the home as well as its contents. The plan
covers risk against fire, lightning, explosion, flood, inundation, storm, riot,
strike, earthquake, terrorism, burglary and theft with coverage for 1-5 years.
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Forex
Premium Banking
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Credit Cards from HDFC Bank, Preferred Easy Shop Platinum Debit Card,
customized investment solutions across equities, derivatives, debts and
mutual funds and also banking convenience through HDFC branch and
ATM network, Phone Banking, Mobile Banking or Net Banking.
Classic – A dedicated personal banker for you and your family, relationship
based pricing on a number of products like loans, preferential forex rates,
Demat/HSL transactions cost and Locker, HDFC Bank Credit Cards, Easy
Shop Platinum Debit Card, combined monthly statement and e-newsletter.
Private Banking
Fund transfer – HDFC Bank allows various categories of Fund Transfer options
for safe and secure fund transfers which make banking easy. The fund transfer
options are:
ii. RTGS Fund Transfer – Real Time Gross Settlement is the fastest form of
inter- bank fund transfer in real time which is speedier, faster and has no
geographical limits.
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iii. Visa Card Pay - a facility used to pay multiple Visa Credit Card bills issued
by any bank form the comfort of one’s home and the payment is safe and
charges at a negligible fee.
iv. IMPS – Immediate Payment Service from HDFC Bank is an instant real time
inter- bank electronic fund transfer service which can be done even on Sundays
or Bank holidays or late at night.
Online Banking
Credit Card Net Banking - through this facility the customer can view
the credit card activities online, pay the credit card bills, view Credit
Card Statements online, know the unbilled transactions and get the complete
account information.
Loan accounts online – this feature enables the bank to provide post loan
services to the customers. Loan customers of the bank can log in and view their
loan summary, transaction history and loan account details.
Phone Banking
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The bank extends banking information to your phone where information is
available at the end of a simple phone call. Phone banking services include:
Insta Alerts – SMS & Email – your account transactions also generate a SMS
or email alert where any debit transaction, credit transaction and
maintenance of account balance is alerted to the customer if registered.
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4. Objectives of the study
We all know that world is approaching towards digital mode so we must
access where we are, digitally literate is highly appreciated in today banking
scenario. HDFC Bank has a strong digital platform for different transactions.
The objective of the sip was to make the customers aware about the
various services being offered digitally, it also included convincing customers
to shift to digital banking from offline banking and physical branches.
The objective was also to tell them about various advantages of using
digital banking applications and help them to overcome their resistance change
and also to help the customers in doing digital banking from the branch.
The objectives also included to make the customers aware about the
about the various products which they can buy online such as HDFC life
insurance, instant loans and various extra services such as car loan, two wheeler
loan which they can avail if they use the digital application platform.
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5.What is Digital Banking
Digital banking is the move to online banking where banking services
are delivered over the internet. The advantages for banks and customers are
providing more convenient and faster banking services. The shift from
traditional to digital banking has been gradual and should be rather described
in degrees of service digitization than through a categorization into yes and no.
It involves high levels of process automation and web-based services and may
include APIs enabling cross-institutional service composition to deliver
banking products and provide transactions. It provides the ability f or users to
access financial data through desktop, mobile and ATM services
Digital banking is the digitization (or moving online) of all the traditional
banking activities and programs that historically were only available to
customers when physically inside of a bank branch. This includes activities
like:
• Loan Management
• Bill Pay
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Benefits of digital banking to customers
The major benefit of digital banking to customers is 24/7 bank services
and availability through mobile or pc as well as there are smart banking
applications that allow all transactions to be completed from the device of their
choice, from beginning to end with clear instructions.
Customers have complete range of services available online some of which are
insurance services, instant loans, applying for international forex cards, various
investment options.
Customers no more would have to depend on the bank officials to get their work
done, they can do that same work with the help on digital banking.
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Benefits of digital banking to banks
Digital banking helps the banks on cost saving, operating cost savings between
20%-40% could be achieved with the help of digital banking. Cutting costs has
the positive effects on profits- they go up
Digital banking helps in increased accuracy as transactions from the bank a/c
can be tracked easily
With the help of digital banking branch can minimize its footfall of customers
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Key Highlights Of HDFC Bank’s Digital Banking
Initiatives
HDFC Bank provides more than 200 services via Net Banking some of
which are online fund transfer; opening fixed deposits/recurring deposits,
address change, submitting of form 15g or 15h and many more such
services. HDFC
Bank PayZapp, a complete payment solution, giving you the power to pay
in just One Click. With PayZapp, you can shop on your mobile at partner
apps, buy movie tickets, groceries, compare and book flight tickets and
hotels, shop online and get great discounts at Smart Buy, send money to
anyone in your contact list or to your bank account, pay bills and recharge
your mobile, DTH and data card and many more. You can link your Debit
and Credit Card, of any Bank, to PayZapp and enjoy the most convenient
and secure way of payment. Keeping in mind the connectivity in rural areas,
it has introduced an app called Mobile banking Lite app which do not need
an internet connection.Customers can themselves update their adhar card
number online with the help of digital banking and need not stand in long
queues. When a cheque book is requested online, it gets delivered within
three working days where as when physically applied through branch takes
7 working days.
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Digital Banking Initiatives of Other Banks which
HDFC has yet to cover
Axis Bank, ICICI Bank and Citibank supports websites like PayPal. HDFC
don’t support banking without 2 step authentication and PayPal do not work
that way. Few banks are facilitating payments through social media whereas
HDFC has yet to cover that segment.
HDFC has not yet started web alerts and notifications, like Axis Bank
although too many alerts can be frustrating but major notifications should
be displayed so that the customers don‘t miss the offer. Few banks are
innovating at a great speed like ICICI‘s Digital locker where one can request
for lockers online.
Unlike banks that solely targeted deposits in semi-urban and rural areas, HDFC
Bank is exploring the rural markets both for assets (cattle loan, agriculture
credit) and liabilities (deposits).
HDFC Bank has actually come up with a location based, real time ATM fraud
detection method.
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6.Challenges of digital banking
Preventing unauthorized transactions which is done by the customers
People above the age 40 take time to adapt to the shift from physical banking
to digital banking.
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A brief comparison of Digital Banking
features of HDFC and SBI
STATE BANK OF INDIA HDFC Bank
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• Total POS terminals issued is • Total POS terminals issued is
302,119. 283,274.
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Comparative analysis of top 3 private
sector bank
HDFC Bank ICICI BANK AXIS BANK
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bank by the financial at the Data Center
services Dynamics (DCD)
Global Awards
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MICHAEL PORTER’S FIVE FORCES MODEL-
ANALYSIS OF BANKING SECTOR
46
Five Forces Risk ( High/ Remarks
Medium/ Low
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institutions like there are
many microfinance companies
and many other easy loan
providing companies. Many
institutions accept
deposits(e.g. Post Office) and
there are many institutions for
investments like stock market,
mutual funds etc. The
switching cost is also low
therefore the threat is high.
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7.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.
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STRENGTH
50
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
THREATS
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KEY POINT
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Financial analysis of the bank
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For 2019 Rs 15 is the proposed dividend
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8.QUESTIONARE
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Around 83% of customers are satisfied with the digital banking facilities while 17% are not
satisfied and want more improvement in different digital platforms.
From 83 respondents 70% find it is a service which is all time available, 30% find it keeps
people updated about the transaction happening in their account, 69% find it easy to do
payments, 88% find it low cost, 95% find it time saving.
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3. What are the issues faced while using digital platform ?
People face problem while transacting through digital platform like transaction not complete
but their money got deducted, application error during transaction etc.
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4. What all digital payment method are you aware of ?
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95% of them aware of debit/credit card digital method which is mostly use to add balance
in the e-wallet, while 76% and 80% of them know how to do NEFT and RTGS through
online banking.50% of customers knows Net banking and 45% knows mobile banking.
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Digital banking is user-friendly as 53% of respondent agrees and 26% agree to some extent
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However, 64% of Though digital banking services of HDFC Bank like net banking and
Payzapp services like paying utility bills & recharge, money transfers and booking movie,
train or flight tickets can be done instantly. the respondents are using PayTM for these
services which is not a good sign.
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Banking transactions must be safe and secure. As shown above that 49% respondent agrees
and 30% agree to some extent. From this we can conclude that digital platform of HDFC
bank is safe and secure.
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8. Analysis of what services are used by the customers the most?
100%
20
90% 26
1 37
80% 45
18 60 7
70%
11 79 81
83 86
60% 18 2
50% 18
16
40% 18
73
30% 68
7 9 4
3
47 6 2 5 4
20% 41 1
27 23
10% 20 22 20
0%
Account Request Book Funds Bills Pay & Mutual Demat Insurance Loans
Summary Cheque RD/FD Transfer Recharge Funds
Book/DD
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9. What key things you find attractive about the digital platform ?
From the above graph we can conclude that 82% of customers get attracted to digital mode
of payment due to cashless transaction and 75% due to cash back and offers,70% ,65% due
to virtual payment, fast and secure.
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10.Will you recommend others to use HDFC digital platform ?
As shown in the above pie-chart 90% of customers will recommend others to use digital
platform rather than pen paper format for doing different transactions.
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9.Conclusion
The work basically involved helping the customers with their digital
banking transactions and convincing them to shift to digital banking instead of
doing it via the physical mode by explaining them the benefits of using digital
banking.
The job also involved learning about the various products and services of the
bank and observing the bankers in charge of sales while they had a talk with the
customers. This helped us to learn the way of talking differently to different
customers and the way of customizing the service and products according to
the demand of the customers. The bankers had individual targets and how they
worked towards achieving it was a great learning point.
Although the branch allocated was small and had fewer walk-ins of customer
because of which the exposure experienced of different banking services was
low, but it also had few advantages, like directly talking to the customers and
approaching the bankers and learning from them by talking about their work.
In big and crowded branches the bankers always busy and it takes a lot of time
to seek their help.
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10.Recommendations
A digital banking tutorial should be given to the customers’ specially senior
citizens and the ones with lower familiarity with smartphones and computers.
So that they don’t hesitate to use digital banking services on their own they
should be explained about the benefits of using online services and how it is
more cost effective and time saving both to the customer and the bank so that
they start using it. They should also be educated about the safety measures that
they should be taking for protecting their accounts from being compromised.
In the branch all the bankers whether from the operations department or from
the sales department all are allocated targets because of which they visit the
clients frequently. Therefore the targets for the operations department should
be more branch based so that they don’t have to leave their desk and visit clients
this hampers the customer service of the branch, few customers have to wait for
getting the banking services
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11.Limitations of the Project
The branch allocated to me consist of major current account holders, therefore
number of bearers are more than the account holders
The customers need to have the required device and internet connection; also
they need to have a basic education to perform banking transactions online.
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12.Learning from the project
HDFC Bank is a place where targets are assigned to individuals and which has
to be completed within the stipulated time frame. I also learnt about many
products of HDFC bank, Various services which are provided to the customers
and also the digital part of HDFC how transactions take place online, how easy
it is to get a complex task done by just few clicks over the mobile phones and
computer screens .With the help of this project I learnt how to deal with
customers, provide them services, build trust and get our targets achieved.
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13.BIBLIOGRAPHY
www.HDFCbank.com
www.investopedia.com
www.moneycontrol.com
www.icicibank.com
www.axisbank.com
www.wikipedia.org
HDFC BANK
ICICI BANK
AXIS BANK
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