UNIVERSITY OF MUMBAI

A Project Report on
Customer Relationship Management
in HDFC Bank

Submitted By

Under the Guidance of

Mrs. URMILA CHAUHAN

BACHELOR OF BANKING AND INSURANCE

TY(BBI)

SEMESTER VI – TYBBI
Roll No - 07
(ACADEMIC YEAR 2019-2020)

REENA MEHTA COLLEGE

Bhayander West
 CERTIFICATE
This is to certify that Ms , Roll No: of Third Year Bachelor
of Banking and Insurance, Semester , Year , has successfully
completed the project on under the
guidance of Dr. Mrs. Satinder Kaur Gujral.

COURSE COORDINATOR PRINCIPAL

(MRS URMILA CHAUHAN) DR. (Mrs.) SATINDER KAUR GUJRAL

PROJECT GUIDE
Mrs. URMILA CHAUHAN

EXTERNAL PROFESSOR

i
 DECLARATION

I, SHILPA N GUPTA the student of Third Year Semester Year

hereby declare that I have completed the project

The information submitted is true and original to the best of my knowledge.

(SHILPA GUPTA)

Name of the Student

Roll No

College of Commerce and Management Studies.

College Address

.
 ACKNOWLEDGEMENT

To list who all have helped me is difficult because they are so numerous and the depth is so enormous.

I would like to acknowledge the following as being idealistic channels and fresh dimensions in the
completion of this project.

I take this opportunity to thank the University of Mumbai for giving me chance to do this project.

I would like to thank my Principal, Dr. (Mrs.) Satinder Kaur Gujral for providing the necessary
facilities required for completion of this project.

I take this opportunity to thank our coordinator Mrs Urmila Chauhan, for her moral support and guidance.

I would also like to express my sincere gratitude towards my project guide Mrs. Urmila Chauhan whose
guidance and care made the project successful.

I would like to thank my College Library, for having provided various reference books and magazines related
to my project.

Lastly, I would like to thank each and every person who directly or indirectly helped me in the
completion of the project especially my Parents and Peers who supported me throughout my project.
 CONTENTS

SR NO SUBJECT PAGE NO
COVERED
1 Introduction 1-16
2 Product And Customer Segments 17-20
3 Business Strategy 20-28
4 Recent Development 29-31
5 Centurion Bank Of Punjab 32
6 Achievements 32-35
7 SWOT Analysis 36-37
8 Research Methodology 38-39
9 Data Analysis And Interpretation 40-58
10 Findings Of The Study 58-59
11 Suggestions And Recommendations 59
12 Limitations Of The Study 60
13 Questionnaire 61-63
14 Conclusion 64
15 Bibliography 65
 INTRODUCTION

The report contains the organizational study done at HDFC Bank. The report title is “CUSTOMER
SATISFACTION REGARDING HDFC BANK”. The report gives an overview of the banking Sector and
company profile. And awareness of customers about different types of products and services offered by HDFC
Bank.

This study was conducted to find out the customer satisfaction regarding HDFC bank. The methodology
adopted for the study was through a structured questionnaire, which is targeted to the different persons. For this
purpose sample size of 20 was taken. The data collected from the different persons was analyzed thoroughly
and presented in the form of charts and tables.

HDFC must advertise regularly and create brand value for its products and services. Most of its competitors like
ICICI, Axis, kotak Mahindra and nationalized banks use television advertisements to promote their products.

The Indian consumer has a false perception about private banks – they feel that it would not safe. Safety and
returns are the two main reasons people invest in banks. On the whole HDFC bank is a good place to work at.

Every new recruit is provided with extensive training on the products of HDFC. This training enables an
advisor/sales manager to market the policies better. The company should try to create awareness about itself in
India.

With an improvement in the sales techniques used, a fair bit of advertising and modifications to the existing
product portfolio, HDFC would be all set to capture the banking market in India as it has around the globe.

HDFC Bank Limited (Housing Development Finance Corporation) is an Indian banking and financial
services company headquartered in Mumbai, Maharashtra.

It has 88,253 permanent employees as of 31 March 2018 and has a presence in Bahrain, Hong
Kong and Dubai HDFC Bank is India’s largest private sector lender by assets. It is the largest bank in India
by market capitalization as of February 2016. It was ranked 69th in 2016 Brands Top 100 Most Valuable
Global Brands.

1
 SCOPE OF THE STUDY

 A study on customer satisfaction level regarding HDFC Bank is study of customer satisfaction regarding
various services provided by the HDFC Bank.

 The HDFC Bank provides various utility services to their customers. The purpose of this study is to
analyze the satisfaction level of the customer towards the services provided by the HDFC bank.

 The research covers the customer opinion on banking services which will be helpful for further
development and growth of banking venture of HDFC bank

2
 OBJECTIVE OF THE STUDY

 To know the customer satisfaction level and their perception regarding HDFC Bank.

 To know the customer awareness regarding the Bank’s products.

 To know the level of interest of customer regarding the different schemes of Bank.

 To know the preference of customer regarding the extra services.

 To know the problems of customer regarding bank.

 WHAT IS CUSTOMER SATISFACTION?

Customer satisfaction refers to how satisfied customers are with the products or services they receive from a
particular agency. The level of satisfaction is determined not only by the quality and type of customer
experience but also by the customer’s expectations

. A customer may be defined as;

 Someone who has a direct relationship with, or is directly affected by your agency and

 Receives or relies on one or more of your agency’s services or products.

 Finding, getting and retaining customers.

 Methodologies, software and internet capabilities that help an enterprise manage customer relationships
in an efficient and organized way.

 Gaining trust from customers by meeting the needs of each customer in a more personalized way.

The opening of the Indian Economy has been marked by the entry of the private sector in financial services. The
government owned banks and insurance companies have been exposed to a kind of competition that they had
never experienced in the past.

Customers in human services are commonly referred to as service users, consumers or clients. They can be
individuals or groups. An organization with a strong customer service culture places the customer at the
centre of service design, planning and service delivery. Customer centric organizations will:

 Determine the customer’s expectations when they plan listen to the customer as they design.

 Focus on the delivery of customer service activities value customer feedback when they measure performance.

The ICICI’s and HDFC’s have truly changed the face of banking and insurance. However, even the private
sector is not having it all that easy as the number of players in the field keeps on increasing.
The biggest beneficiary of the increased and stiff competition among the various financial services institution has
been the customer. It would not be wrong to say that the customer has been elevated from the status of ‘King’ to
that of ‘God’.

The importance of customer service for capturing business has become critical as almost all banks and insurance
companies are offering more or less the same products and services although under different names.

In these trying times when retaining the customer is the key to survival, training employees in Customer
relationship management has become vital.
CRM training involves three important steps:

 Understanding the organizational environment:

 Services offered by the bank involves two components. Customer interface and transaction execution.
These two aspects are often carried out by different people in the bank.

 Problems arise when there is a difference between what the customer interface executive offers and the
transaction executive delivers. This often leaves a bad impression in the mind of the executive.

 Hence it is essential that employees are properly informed about their role and that of others resulting in
excellent coordination and team work.
 Understanding the organization’s products:

 Thorough knowledge of the various products and services offered by the organization is absolutely
essential.
 Analyze the product environment:

 A good financial advisor is not only aware about his organization’s products but also of those that are
offered by competitors. He should be aware about the strength and weaknesses of each product and must
be able to answer the questions raised by the customer satisfactorily.
 Why is it important?

There are a number of reasons why customer satisfaction is important in Banking Sector:

 Meeting the needs of the customer is the underlying rationale for the existence of community service
organizations. Customers have a right to quality services that deliver outcomes.

 Organizations that strive beyond minimum standards and exceed the expectations of their customers are
likely to be leaders in their sector.

 Customers are recognized as key partners in shaping service developmentand assessing quality of
service delivery.
The process for measuring customer satisfaction and obtaining feedback on organizational performance are
valuable tools for quality and continuous service improvement.
 INTRODUCTION TO BANKING

Basic Definition: A system of trading money which: provides a safe place to save excess cash, known as
deposits, supplies liquidity to the economy by loaning this money out to help businesses grow and to allow
consumers to purchase consumer products, homes, cars etc.

Section 5 (b) of the Banking Regulation Act 1949, defines “Banking” as “Accepting for the purpose of lending
and investment, deposits of money from the public repayable on demand or otherwise and withdrawable by
cheque, draft, order or otherwise” No definition of banking can be comprehensive enough in the present context.

Banking means accepting the deposits from the customers for lending to the needy and extending the other
services as to issue of dd etc. Nowadays after introduction of private sector banks the banks have become a
profit centre and the functions become changed and now banks are doing the insurance and mutual funds also
but nationalised banks are still service oriented in extending loans for Education loan, and rural development
activities.

The Banking system in India should not only be hassle free but it should be able to face the nee challenges
posed

A Bank is an organization which lends money to the borrowers for a purposeful task, and provides a facility to
deposit and withdraw money when needed and charge for it.
 HDFC BANK

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 Industry in 1994. 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 is India’s premier housing finance
company and enjoys an impeccable track record in India as well as in international markets. Since its
inception in 1977, the Corporation has maintained a Consistent and healthy growth in its operations to
remain the market leader in mortgages. Its outstanding loan portfolio covers well over a million dwelling
units. HDFC has developed significant expertise in retail mortgage loans to different market segments and
also has a large corporate client base for its housing related credit facilities.
With its experience in the financial markets, a strong market reputation, large shareholder base and unique
consumer franchise, HDFC was ideally positioned to promote a bank in the Indian environment.
HDFC Bank began operations in 1995 with a simple mission to be a “World Class Indian Bank.” It realized
that only a single minded focus on product quality and service excellence would help us get there. Today, the
Bank is proud to say that it is well on its way towards that goal.

COMPANY PROFILE

HDFC Bank Limited (the Bank), incorporated on August 30, 1994, is a holding company. The Bank offers
a range of banking services covering commercial and investment banking on the wholesale side and
transactional/branch banking on the retail side. It also offers financial services. The Bank's segments include
Treasury, Retail banking, Wholesale banking and other banking business.
 Treasury

The Treasury segment primarily consists of net interest earnings from the Bank's investment portfolio,
money market borrowing and lending, gains or losses on investment operations and on account of trading
in foreign exchange and derivative contracts. The Treasury segment is responsible for compliance with
reserve requirements, and management of liquidity and interest rate risk on the Bank's balance sheet. The
Bank offers Indian rupee and foreign exchange derivative products to its customers. The Bank is also a
primary dealer for Government securities. As part of this business, as well as otherwise, the Bank holds fixed
income securities in the Held for Trading (HFT) category.

Retail Banking

The Retail Banking segment serves retail customers through a branch network and other delivery channels,
as well as through alternative delivery channels, such as automated teller machines (ATMs), phone
banking, net banking and mobile banking.

The Retail Banking segment provides customers with a range of financial products and banking services. It
offers HDFC Bank Plus and Investment Advisory Services programs for customers seeking financial
solutions, information and advice on various investment avenues
The Bank also has an array of retail loan products, including auto loans, loans against marketable securities,
personal loans and loans for two-wheelers. It is also a provider of Depository Participant (DP) services for retail
customers, providing customers the facility to hold their investments in electronic form. This segment raises
deposits from customers and provides loans and other services to customers with the help of specialist product
groups. Exposures are classified under retail banking taking into account the status of the borrower (orientation
criterion), the nature of product, granularity of the exposure and the quantum thereof.

Wholesale Banking

The Bank provides its corporate and institutional clients a range of commercial and transactional banking
products. The Wholesale Banking business has a range of business groups catering to various segments with a
range of banking services covering their working capital, term finance, trade services, cash management,
investment banking services, foreign exchange and electronic banking requirements. It provides its customers'
access to both Working Capital and Term Financing. The Bank's Financial Institutions and Government
Business Group (FIG) offers commercial and transaction banking products to financial institutions, mutual
funds, insurance companies, public sector undertakings, central and state government departments.

The wholesale banking segment provides loans, non-fund facilities and transaction services to corporates,
emerging corporates, public sector units, government bodies, financial institutions and medium scale
enterprises.

Other banking business

The Other banking business segment includes income from para banking activities, such as credit cards, debit
cards, third-party product distribution, primary dealership business and the associated costs. This segment also
includes the Bank's subsidiaries, which include HDFC Securities Limited (HSL) and HDB Financial Services
Limited (HDBFS). HSL is a retail broking firm, which offers financial services. HDBFS is a non-deposit
taking non-bank finance company.
 KEY EXECUTIVES

MANAGEMENT
NAME DESIGNATION

 Abhay Aima Group Head

 Aditya Dhananjai Kumat Senior Manager

 Aditya Puri CEO

 Ankush Pitale Executive Vice President

 Arup Kumar Rakshit Sr Executive Vice President

 Cheshta Chopra Sharma Vice President

 Kaizad Bharucha Executive Director

 Keki Mistry Director

 MD Ranganath Addnl. & Ind. Director

 Nitish Nagori Executive Vice President

 Pratap Lutra Deputy Vice President

 Ravi Narayan Group Head

 Samrat Bose Sr Vice President

 Sanjay Dongre Secretary

 Sashidhar Jagdishan Chief Financial Officer

 Shyamala Gopinath Chairperson

 Silvestre Anthony Pereira Vice President

 Sudhesh Puthran Executive Vice President

 Umesh Chandra Sarangi Director

 Vitthal Mangesh Kulkarni Sr Vice President

 INNOVATIONS IN HDFC BANK

At HDFC Bank, innovative processes and programs are a priority. Our focus has always been to
launch customer-centric products and services and we firmly believe and encourage new ideas and brainwaves
from individuals, as well as start-ups.

Go Digital

In keeping with the Bank's 'Go Digital' proposition and 'Bank aapki mutti mein' offering, the Digital
Transformation and Mobility Banking (DTMB) unit was founded in July 2014 with a view to positioning
HDFC Bank at the forefront of digital innovations. The DTH team is headed by Rajnish Khare, under the
leadership of Nitin Chugh, Country Head of Digital Banking. The team is working on advancing HDFC
Bank's digital innovations in the digital, mobile, new-age technologies and social space. The key to this is the
constant evaluation of global best practices in the banking domain and the feasibility of their use in the Bank.

Digital banking products

With the Digital Transformation and Mobility Banking (DTMB) team at the forefront, HDFC Bank
has launched a host of highly successful digital banking products. These include 30-minute paper-
less Auto Loans using Biometric technology, 10-second Personal Loan on Net Banking, PayZapp,
Chillr, LITE App, Missed Call Recharge, Instant loans at ATM and the recently introduced Robotic
Assistant (IRA) at HDFC Bank branches.
This is in addition to HDFC Bank’s powerful Net Banking portal and Mobile Banking app which allow
customers to perform over 205 and 90 different types of transactions respectively. These
innovations were recently recognized at the prestigious IBA Banking Technology Awards.

Digital Innovation Summit - Engaging the FinTech Ecosystem

In order to create a platform to encourage innovation in the Financial Technology (FinTech) space, HDFC Bank
also holds a Digital Innovation Summit. This initiative is a part of the Bank’s strategic focus on simplifying the
lives of customers by using technology as an enabler. Its vision is to
 embrace the wave of disruptive innovation in the FinTech space in the country and create a platform to nurture
the spirit of innovation and enterprise. Our objective is to interface with FinTech and new age technology
companies and start-ups in the BFSI domain, whilst exploring new and disruptive ideas that fit into the overall
objective of simplifying our customer's lives.

Humanoid Robot IRA

HDFC Bank has recently launched the first "Humanoid" in the domestic banking space. The human- sized robot
IRA, will be deployed at a city branch very soon.

The robot will act as an assistant to augment existing services that are being offered in the branches.

HDFC Bank OnChat

A first of its kind solution provided by any Bank in India, HDFC Bank OnChat lets you chat on Facebook
messenger to avail services like bill payments, travel bookings, event bookings, etc. You just need to chat with
'HDFC Bank OnChat' to complete any transaction. It understands the user’s intent in English as well as
Hinglish and does not need specific commands as it is built on an intuitive Natural Language Processing
(NLP) based Artificial Intelligence(AI) platform. It is a one- stop solution for all your requirements, so there is
no need to download multiple apps for your daily needs. HDFC Bank OnChat has won recognition from award
forums like Asian Banking Federation, etc.

Automating candidate interview process

HDFC Bank has launched an innovative interview platform that uses analytics, AI and ML to conduct video
based assessments and enables digital interviewing to screen and select talent. The solution provides a
comprehensive tool using multiple aspects for decision-making by analyzing a candidate’s resume content as
per the hiring manager's requirement. The project has been globally recognized by platforms like Asian Banker
Summit and the Employee Engagement Achievers Award.
 Social Sher

Social Sher is an award winning Social Media Brand Ambassador Programme launched by HDFC Bank for
employees to become online brand promoters of HDFC Bank’s products and services.

The objective of the programme is to equip and encourage employees to share the bank’s promotional
content with their social network. Social Sher platform can link to multiple social media channels and help in
identifying key employee advocates, thereby, creating a culture of passion where employees spread HDFC
Bank’s communication and products with their personal social networks, in turn helping the brand drive
awareness and sales.
HDFC Bank EVA Chatbot

Voted as India's smartest chatbot, EVA is a chat based solution on the HDFC Bank website
(www.hdfcbank.com) that enables the bank to solve basic customer queries instantly; thereby eradicating
human intervention. EVA works on Artificial Intelligence technology and has natural language capabilities
that determine the correct taxonomy of the user’s input; pairing this with cognitive learning capabilities that
extract, understand, and act upon user queries.

HDFC Bank EasyKeys

A new and easy way of banking, EasyKeys is a digital offering from HDFC Bank that lets you do banking
transactions using your Android smartphone's keyboard without the need for switching between Apps. With
HDFC Bank EasyKeys, users can check their account balance, transfer funds, recharge mobile / DTH, pay
bills securely without switching apps while continuing to send emails or chatting across platforms such as
social media Apps, SMS App, Email Apps, etc. It is the first alphanumeric and transactional keypad
being offered by an Indian bank, thereby making it innovative. Unlike other keypads, it allows users to not
only do banking transactions, but also use it as a by default keypad for typing purpose.

Missed Call Recharge

A first in Industry Innovation by HDFC Bank, Missed Call Recharge allows a customer to recharge a prepaid
mobile phone by simply giving a missed call to a dedicated number! There’s no need to visit any shop, or
download an app – all you need to do, is save 73 08 08 08 08 on your phone and give a missed call whenever
you want to recharge your phone! What’s more – you can connect your family or friend’s mobile numbers to
your account and allow them to recharge their phone easily too! The service is available 24x7 and works for a
smartphone as well as a featured phone.
PRODUCT AND CUSTOMER SEGMENTS PERSONAL

BANKING

LOAN PRODUCTS DEPOSIT INVESTMENT AND

PRODUCT INSURANCE

 Auto Loan  Saving a/c  Mutual Funds

 Loan Against Security  Current a/c  Bonds

 Loan Against Property  Fixed Deposit  Knowledge Centre

 Credit Card  Demat a/c  Insurance

 Personal Loans  Safe Deposit  General and Health

Lockers Insurance
 Home Loans
 Equity and Derivatives
 Working Capital Finance
 Mudra Gold Bar
 Construction Equipment Finance

 Health Care Finance

 Educational Loan

 Gold Loan

 Commercial Vehicle Finance

 CARD PAYMENT SERVICES ACCESS TO BANK
S
 Credit Card  Net Safe  Net Banking

 Debit Card  Merchant  One View

 Prepaid Card  Prepaid Refill  InstaAlert Mobile Banking

 Billpay  ATM

 Visa Billpay  Phone Banking

 InstaPay  E-Mail Statements

 DirectPay  Branch Network

 VisaMoney Transfer

 e- Monies Electronic
Funds Transfer

 Online Payment Of Direct

Tax
Corporate
 Funded Services
 Non Funded Services
 Value Added Services
 Internet Banking
Small and Medium Financial Institutions And
Enterprises Trust
 Funded Services Banks
 Non Funded Services  Clearing Sub-Membership
 Specialized Services  RTGS Sub-Membership
 Value Added Services  Fund Transfer
 Internet Banking  ATM Tie-Ups
 Corporate Salary a/c
 Tax Collection
Financial Institutions
Mutual Funds
Stock Brokers Insurance
Companies Commodities
Business Trusts
 ACCOUNTS AND REMITTANCES
DEPOSITS
 Rupee Saving a/c  North America
 Rupee Current a/c  UK
 Rupee Fixed Deposits  Europe
 Foreign Currency Deposits  South East Asia
 Accounts for Returning Indians  Middle East
 Africa
 Others
Quick remit India
Link
Cheque Lockbox Telegraphic/ Wire
Transfer
Funds Transfer Cheques/DDs/TCs
INVESTMENT AND LOANS
INSURANCES
 Mutual Funds  Home Loans
 Insurance  Loans Against Securities
 Private Banking  Loans Against Deposits
 Portfolio Investment Scheme  Gold Credit Card

WHOLE SALE BANKING

NRI SERVICES
 BUSINESS STRATEGY

HDFC BANK mission is to be "a World Class Indian Bank", benchmarking

themselvesa ga i n s t i n t e r n a t i o n a l s t a n d a r d s a n d b e s t Pr a c t i ce s i n t e r m s o f p r
o d u c t o f f e r i n gs, technology, service levels, risk management and audit &
compliance. The objective is to build sound customer franchises across distinct businesses so as to be a
preferred provider of banking services for target retail and wholesale customer segments, and to
achieve a healthy growth in profitability, consistent with the Bank's risk appetite. Bank is committed to
do this while ensuring the highest levels of ethical standards, professional integrity, corporate
governance and regulatory compliance. Continue to develop new product and technology is the
main business strategy of the bank. Maintain good relation with the customers is the main and prime
objective of the bank.

HDFC BANK business strategy emphasizes the following:

 Increase market share in India’s expanding banking and financial services industry by following a
disciplined growth strategy focusing on quality and not on quantity and delivering high quality customer
service.

 Leverage our technology platform and open scaleable systems to deliver more products to more
customers and to control operating costs.

 Maintain current high standards for asset quality through disciplined credit risk management.

 Develop innovative products and services that attract the targeted customers and address inefficiencies in
the Indian financial sector.
 Continue to develop products and services that reduce bank’s cost of funds.
 HDFC Bank Marketing Mix Strategy

Marketing Mix of HDFC Bank analyses the brand/company which covers 4Ps (Product, Price, Place,
Promotion) and explains the HDFC Bank marketing strategy. The article elaborates the pricing,
advertising & distribution strategies used by the company.

Let us start the HDFC Bank Marketing Mix:

Product:

HDFC Bank is one of the leading banks in India. HDFC offers a wide range of products in its marketing mix
strategy, namely in personal and enterprise sector. The various services offered by HDFC Bank are
summarized as follows. Accounts and deposits which covers savings accounts, salary accounts, current
accounts, deposits, safe deposit lockers, rural accounts and pension accounts. HDFC Bank offers loans to
meet the diverse needs and it cover personal loans, car loans, business loans etc. HDFC offers cards which
includes credit cards, debit cards, prepaid cards, credit card reward programs and loan on credit card.
Demat options for investors which includes demat account, 2 in 1 account, 3 in 1 account and investment
assist. Investment options covering Invest Track, investment products, investment advisory group reports,
PPF (public provident fund) and sukanya samriddhi account are provided to HDFC customers. Insurances for
various options like life, health, motor insurance, travel, home, two wheeler and student travel - suraksha. Forex
includes travel solutions, remittance products, other forex services for help and purchase.

Price:

HDFC Bank follows a competitive pricing strategy in its marketing mix but maintains a premium level at the
same time. It is clearly visible that it enjoys maximum market capital in terms of shares in India. The other
domestic competitors are either PSUs or national bank, HDFC Bank is always priced higher in terms of
minimum cap required to open a new account. RBI controls and regulates the pricing policies, like for any other
bank in India.

Place:

HDFC banks has got a strong presence all across India. Till 2016, HDFC outreached 4500+ branches in approx
2600 cities/towns with 12000 ATMs. HDFC Bank makes sure that its presence is felt in each and every corner of
the nation and every individual should avail its facilities equally. HDFC has its major offices in cities and towns
for smooth operation process. Its website is well designed and well maintained. It facilitates ease of net banking,
online payment options, etc.

Promotion:

HDFC Bank focuses a lot on the promotional strategy in its marketing mix. HDFC is involved in large number
of CSR activities for sustainable livelihood, financial literacy, education, training and community
initiatives. HDFC has always made its presence feel in the media through advertisements, hoardings,
posters, ads in newspapers, magazines, promotional events, sponsorships, etc. HDFC also has
shareholdings in corporate bodies, mutual funds, financial institutions, etc which creates a sense of value
and trust amongst the shareholders and customers towards this particular brand.

People:

HDFC Bank gives strong importance on its people ie customers and employees. Through its multi demographic
culture it is clearly visible that HDFC believes in diversity and inclusion. In India it has spread its offices
geographically in every state, to spread awareness to the maximum number of people. With the help of this
advanced technology, HDFC bank employees will be highly satisfied and they will always get competitive
edge over others.

Physical Evidence:

HDFC provides best in house facilities with up to date infrastructure and global environment in all its offices.
The complete setup helps the employees to experience the best work environment so that they perform as per
the organization’s expectations. HDFC offices, branches, credit cards, website etc are all the physical evidence
of the brand.

Process:
HDFC bank has several business processes like all other financial institutions. Through the various social
activities and best practices HDFC maintains a good relation with its customers and investors, which in turn
avoids a bad ‘word of mouth’. All these helps the organisation to grow in long term and motivates its
employees to continue being loyal to it and give their best throughout their tenure. The customers are also
successfully retained and new ones are attracted. Hence, this concludes the marketing mix of HDFC bank.
 HUMAN RESOURCES IN HDFC BANK

Human resource management is the process of proper and maximizes utilization of available limited skilled
workforce. The core purpose of the human resource management is to make efficient use of existing human
resource in the organization.
The Best example at present situation is, construction industry has been facing serious shortage of skilled
workforce. It is expected to triple in the next decade from the present 30 per cent, will negatively impact
the overall productivity of the sector, warn industry experts.

Every organization’s desire is to have skilled and competent people to make their organization more effective
than their competitors. Humans are very important assets for the organisation rather than land and buildings,
without employees (humans) no activity in the organisation can be done. Machines cannot produce more
goods of good quality without the skilled staff and for that recruiting the right people cannot be ignored inter-
alia the evaluating performance, resolving disputes, and communicating with all employees at all levels.

In HRM we must treat our employees with respect and dignity because in the most automated factory in the
world, we need the power of human mind and for the high quality of minds to work for us we must protect the
respect and dignity. Johan F. Kennedy has rightly said that “Our progress as a nation can be no swifter than
our progress in education. The human mind is our fundamental resource.”

The Bank’s staffing needs continued to increase during the year particularly in the retail banking businesses in line
with the business growth.

The bank continues to focus on training its employees on a continuing basis, both on the job and on traing
programs conducted by internal ans external faculty. The bank has consistently believed that broader
employee ownership of its shares has a positive impact on its performance and employee motivation. The
Bank’s employee stock option scheme so far covers around 9000 employees.
 RUPEE EARNED - RUPEE SPENT

It is more important for every organization to know about from where and where to spent money.
And balanced between these two things rupee earned and rupee spent are required for smooth running of
business and financial soundness. This type of watch can control and eliminate the unnecessary
spending of business. In this diagram it includes both things from where Bank earned Rupee and where to
spend.

HDFC BANK earned from the ‘Interest from Advances’ 51.14%, ‘Interest from Investment’ 27.12%, bank
earned commission exchange and brokerage of 15.25%. These are the major earning sources of the bank. Bank
also earned from the Forex and Derivatives and some other Interest income. Bank spent 39.75% on interest
expense, 30.27% on operating expense and 14.58% on provision. Bank also spend dividend and Tax on
dividend, Loss on investment, Tax. As we discuss above that balancing is must between these two for every
organization especially in the era of globalization where there are stiff competition among various market
players.
 RECENT DEVELOPMENT

The Reserve Bank of India has approved the scheme of amalgamation of Centurion Bank Of Punjab Ltd. With
HDFC Bank Ltd. With effect from May 23, 2008. All the branches of Centurion Bank of Punjab will function
as branches of HDFC Bank with effect from May 23, 2008. With RBI’s approval, all requisite statutory and
regulatory approvals for the merger have been obtained.

The combined entity would have a nationwide network of 1167 branches; a strong deposit base of around Rs.
1,22,000 crores and net advances of around of Rs. 89,000 crores. The balance sheet size of the combined
entitiy would be over Rs. 1,63,000 crores.
 Merger with Centurion Bank Of Punjab Limited

On March 27, 2008, the shareholders of the Bank accorded their consent to a scheme of
amalgamation of Centurion Bank of Punjab Limited with HDFC Bank Limited. The shareholders of the Bank
approved the issuance of one equity share of Rs.10/- each of HDFC Bank Limited for every 29 equity shares
of Re.1/- each held in Centurion Bank of Punjab Limited. This is subject to receipt of approvals from the
Reserve Bank of India, stock exchanges and other requisite statutory and regulatory authorities. The
shareholders also accorded their consent to issue equity shares and/or warrants convertible into equity shares at
the rate of Rs. 1,530.13 each to HDFC Bank Limited and/or other promoter group companies on preferential
basis, subject to final regulatory approvals in this regard. The Shareholders of the Bank have also approved an
increase in the authorized capital from Rs. 450 Crores to Rs. 550 crores.

Promoted in 1995 by Housing Development Finance Corporation (HDFC), India’s leading housing
finance company, HDFC Bank is one of India’s premier banks providing a wide range of financial products
and services to its over 11 million customers across hundreds of Indian cities using multiple distribution
channels including a pan-India network of branches, ATM’s phone banking, net banking and mobile banking.

Within a relatively short span of time, the bank has emerged as a leading player in retail banking, wholesale
banking, and treasury operations, its three principal business segments. The bank’s competitive strength
clearly lies in the use of technology and the ability to deliver world class service with rapid response time. Over
the last 13 years, the bank has successfully gained market share in its target customer franchises while
maintaining healthy profitability and asset quality.
As on March 31, 2008, the Bank had a network of 761 branches and 1977 ATM’s in 327 cities. For the year
ended March 31, 2008, the Bank reported a net profit of INR 15.90 billion (Rs 1590.2crore), up 39.3%, over the
corresponding year ended March 31, 2007. As of March 31, 2008 total deposits were INR 1,007.69 billion ,
(Rs.100,769 crore) up 47.5% over the corresponding year ended March 31,2007. Total balance sheet size too
grew by 46.0% to INR 1,331.77 billion (133177 crore). Leading Indian and international publications have
recognized the bank for its performance and quality.

CENTURION BANK OF PUNJAB

Centurion bank of Punjab is one of the leading new generations private sector banks in India. The bank serves
individual consumers, small and medium businesses and large corporations with a full range of financial
products and services for investing, lending and advice on financial planning. The bank offers its customers an
array of wealth management products such as mutual funds, life and general insurance and has established a
leadership ‘position’. The bank is also a strong player in foreign exchange services, personal loans, mortgages
and agricultural loans.

Additionally the bank offers a full suite of NRI banking products to Overseas Indians. On 29th August 2007,
Centurion Bank of Punjab merged with Lord Krishna bank (LKB), post obtaining all requisite statutory and
regulatory approvals. This merger has further strengthened the geographical reach of the Bank in major towns
and cities across the country, especially in the State of Kerala, in addition to its existing dominance in the
northern part of the country.

Centurion Bank of Punjab now operates on a strong nationwide franchise of 404 branches and 452 ATMs in
190 locations across the country, supported by employee base of over 7500 employees. In addition to being
listed on the major Indian stock exchanges, the Bank’s shares are also listed on the Luxembourg Stock
exchange.
ACHIEVEMENTS IN 2017- 2018-2019
 2019
FE Best Bank Awards
 2018
The Economic Times Corporate
Excellence Awards 2018
Aadhaar Excellence Awards 2018
NASSCOM AI Game Changer Awards
2018
Institutional Investor 2018 All-Asia
Executive Team – Survey
Best Bank: New Private Sector
Company of the Year
•Best Performing Private Bank in
Total Aadhaar Generation & Update
•Best Performing Private Bank in Total
Aadhaar Generation & Update - In
House Model
•Best Performing Branch of HDFC
Bank in Total Aadhaar Generation &
Update for Kidwai Nagar Branch,
Kanpur, Uttar Pradesh.
Innovative Application in AI - Virtual
Agent Engine
Ranked in four categories -
•Best IR Professional: 2nd Rank among
banks in Asia (ex-Japan)
•Best CEO: 2nd Rank
•Best CFO: 1st Rank

BrandZ's Top 100 Global Brands List
Dun & Bradstreet Corporate Award
2018
•Best IR Company: 3rd Rank
HDFC Bank featured for the fourth time in
the BrandZ's Top 100 Global Brands List
Best Bank

Federation of Indian Export Best Bank : Export Finance - Non MSME

Organisation (FIEO)
Business Today Best Bank Bank of the Year Best in
Awards Innovation Best Large
Bank
Fastest Growing Large Bank
Dun & Bradstreet BFSI Awards 2018 India's Leading Bank - Private sector

 2017

Business India 19th Best Bank survey Best Bank for the year 2017 - HDFC Bank

The Asset Triple A Country Awards Best IPO, India

2017
Fortune HDFC Bank MD Aditya Puri on Fortune
Businessperson of the year list
Forbes Asia's 13th Fab 50 HDFC Bank in Forbes Asia's Top 50 List
Companies List
BrandZ Top 50 Most Valuable Ranked India's Most Valuable Brand for
Indian Brands 4th year in a row
Dun & Bradstreet Banking Awards 1. Best Private Sector Bank - Retail
2017 2. Best Private Sector Bank - Digital
Banking (Mobility)
3. Best Private Sector Bank - Asset
Quality
4. Best Private Sector Bank - Overall
The Advertising Club Banking for Best Marketer in Banking sector
Marquees 2017
SWOT ANALYSIS OF HDFC BANK

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.
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.
 RESEARCH METHODOLOGY

Research is a careful investigation or inquiry especially through search for new facts in branch of knowledge: market research
specifies the information. Required to address these issues : designs the method for collecting information : manage and
implements the data collection process, analyses the results and communicates the finding and their implications.

Research problem is the one which requires a researcher to find out the best solution for the given problem that is to find out
the course of action, the action the objectives can be obtained optimally in the context of a given environment.

RESEARCH DESIGN

A framework or blueprint for conducting the research project. It specifies the details of
the procedures necessary for obtaining the information needed to structure and/or solve research problems. A
good research design lays the foundation for conducting the project. A good research design will ensure that
the research project is conducted effectively and efficiently.
Typically, a research design involves the following components, or tasks:

 Define the information needed.

 Design the research.

 Specify the measurement and scaling procedures.

 Construct and present a questionnaire or an appropriate form for data collection.

 Specify the sampling process and sampling size.

 Develop a plan of data analysis.

Data Collection:-

The objectives of the project are such that both primary and secondary data is required to achieve them. So both
primary and secondary data was used for the project. The mode of collecting primary data is questionnaire
mode and sources of secondary data are various magazines, books, newspapers, & websites etc.

1. PRIMARY DATA: The primary data was collected to measure the customer satisfaction and their perception
regarding HDFC Bank. The primary data was collected by means of questionnaire and analysis was done on the basis of
response received from the customers. The questionnaire is designed in such a manner that the consumer’s satisfaction level
can be measured and consumer can enter his responses easily.

2. SECONDARY DATA: The purpose of collecting secondary data was to achieve the objective of studying the
recent trends and developments taking place in banking.

Sampling Size:- 20

Sampling Unit: - Mumbai

Sampling Technique: - Convenient Sampling

Analysis And Interpretation:-

After the data collection, it was complied, classified and tabulated manually and with help of computer. Then the task
of drawing inferences was accomplished with the help of percentage and graphic method.
DATA ANALYSIS AND INTERPRETATION

 For how long you are a part of HDFC Bank?

Response No of Respondents %
Less than 6 months 25
Less than 1 year 25
Less than 2 years 15
More than 2 years 35
Total 100
Interpretation:

From the above graph it is clear that majority of the respondents are part of HDFC from last more 2 years i.e
35% ; 25%of respondents are part of HDFC Bank from last one year; 25% of respondents are part of HDFC
Bank from 6 months and remaining from last 2 years.

 What are the reasons that attract you to be a customer of the bank?

Response No of Respondents%
Its Image 50
Its service 20
Products 0
All of the above 30
Total 100
Interpretation:

From the above graph it is clear that majority of the respondents i.e 50% are become part of HDFC Bank
because of its image; 30% are part of HDFC Bank because of its image , service and products and 20% of
respondents are part of HDFC bank because of its service.

 Are you aware of the different services offered by HDFC Bank?

Response No of Respondents %
Yes 55
No 5
May Be 40
Total 100
Interpretation:

From the above graph it is clear that majority of the respondents are aware of the products and services offered by
HDFC Bank i.e 55%; 40 % of the respondents are not sure that they are aware of the products and services and
5% are not aware of the psoducts and services offered by HDFC bank.

 Do you think that your bank caters all your banking needs?

Response No of Respondents%
Yes 45
No 10
May Be 45
Total 100

Interpretation:
 From the above graph it is clear that 45% of the respondents think that the bank caters their banking needs;
45% of the respondents are not sure and 10% of the respondents thinks that the bank does not cater their
banking needs.

Which of the services are you using?

Response No of Respondents%
Current 15
Savings 54
Loan 14
Demat a/c 03
Fixed Deposits 00
Mutual Fund 00
Credit Card 14
Total 100
 Interpretation:

From the above graph it is clear that majority of the respondents i.e 54% use savings a/c; 15% of the
respondents use current a/c; 14% of the respondents use loan a/c; 14% of the respondents use credit card; and
3% of the respondents use demat a/c.

 Which service of the bank would you rate the best?

Response No of Respondents%
Savings a/c 50
Fixed Deposits 0
Current a/c 5
Loan 5
Credit Cards 40
Insurance 0
Total 100

Interpretation:
From the above graph it is clear that majority of the respondents i.e 50% rate the savings a/c as the best product.
40% said Credit cards are best: 5% of the respondents said current a/c and 5% said loan% is best product.

 Does your bank have core banking facility for the customers?

Response No of Respondents%
Yes 80
No 20
Total

Interpretation:

From the above graph it is clear that majority of the respondents i.e 80% said that their bank has Core banking
facility and 20% of the respondents said that their bank does not have core banking facility.
 When you think of your bank, what comes first in your mind?

Response No of Respondents%
Personalized Service 20
Wide Branch Network 50
Customer Service 10
Computerized Banking 20
Core Banking 0
Total 100

Interpretation:

From the above graph it is clear that majority of the respondents i.e 50% are attracted towards the bank because
of its wide branch network: 20% for the bank’s personalized service; 20% because of computerized banking
and 10% because of its customer service.
 Which of the extra service of the bank would you like to go in for?

Response No of Respondents%
Phone Banking 14
ATM 09
Net Banking 05
Bill Payment 00
None of These 05
All of These 67
Total 100

Interpretation:

From the above graph it is clear that majority of the respondents i.e 67% are willing to go for all the services;
14% for phone banking; 9% for ATM facility; 5% for net banking and 5% are not willing to go for any
services mentioned.
 What is your perception about the service of the Bank?

Response No of Respondents
Good 85%

Average 10%

Poor 5%

Total 100%

Interpretation:

From the above graph it is clear that majority of the respondents i.e 85% thinks that HDFC bank is good; 10%
of the respondents think that it is average and 5% of the respondents think that the bank is poor.
 Are you satisfied with the dealing of the bank officials?

Response No of Respondents
Yes 50%

No 10%

To Some extent 40%

Total

Interpretation:

From the above graph it is clear that majority of the respondents i.e 50% are satisfied with the dealings of the bank
officials; 40% are satisfied up to some extent and 10% are not satisfied with the dealings of the bank officials.
 Any problem you are facing regarding the bank?

Response No of Respondents%
Timeliness 15

Customer Relationship 39

Infrastructure 15

Nothing 31

Total 100

Interpretation:

From the above graph it is clear that 39% of the respondents face the problem of customer relationship; 15% face
problem regarding timeliness;15% of the respondents face problem regarding infrastructure and the rest do not
face any problem.
 How likely are you to recommend bank services to a friend or colleague?

Response No of Respondents%
Very unlikely 0

Somewhat unlikely 10

Neither likely nor unlikely 0

Somewhat likely 80

Very Likely 10

Total 100
Interpretation:
From the above graph it is clear that majority of the respondents i.e 80% are somewhat likely to recommend the
services of the bank; 10% are somewhat unlikely to recommend the services and 10% are very likely to
recommend the services of the bank.

 How will you rate the HDFC Bank in maintaining good customer relationship?

Response No of Respondents%
Excellent 0

Very good 10

Good 75
Fair 5

Poor 10

Total 100
Interpretation:
From the above graph it is clear that majority of the respondents i.e 75% rate the bank as good in maintaining
customer relationship; 10% said that it is very good in maintain customer relationship; 10% said that it is poor
in maintaining customer relationship; 5% think that the bank is fair in maintaining customer relationship.

 What is your overall satisfaction rating with HDFC Bank?

Response No of Respondents%
Very dissatisfied 0

Somewhat dissatisfied 0

Neither satisfied nor dissatisfied 5

Very Satisfied 20

Somewhat satisfied 75

Total 100
Interpretation:
From the above graph it is clear that 75% of the respondents are somewhat satisfied with the bank; 20% of the
respondents are very much satisfied with the bank and 5 % are neither satisfied nor dissatisfied with the bank .

FINDINGS OF THE STUDY

 Majority of the customers are satisfied with HDFC Bank.
 Majority of the customers are aware of services and extra services offered by HDFC Bank. But not all
the
services.
The majority of the customers found services of the bank are good.
 Majority of the respondents found that the bank is good in maintaining the customer
Relationship
 Majority of the respondent said that they are facing the problem of customer relationship and rest
are facing problem of timeliness and infrastructure.
 The perception of the majority of the customer regarding the bank is good because majority of the
customers are satisfied with the bank and they also recommend the products of the bank.
 The majority of customers are more interested in Savings a/c and Credit cards.
 The majorityof the customers are satisfied with the dealing of the officials and rest up to
some extent.
 Main factor that attract customers towards bank is the image of the bank..
 The majority of the customers are satisfied with the dealing of the officials uptosome extent.
 Services that are most used by the customer are saving a/c, current a/c and loans.

SUGGESTIONS AND RECOMMENDATIONS

 More stress should give on the advertisement and promotional activities.

 The Bank should make some efforts to improving good relationship with customer.

 The bank should enhance their services according to the needs of the customer.

 The bank makes its procedures less time consuming.

 The bank should make effort to aware the customers about their all the extra services.
LIMITATIONS OF THE STUDY

 It is said, “Nothing is perfect” and if the quite is true, I am sure that there would be few short
coming in this project also. Sincere efforts have been made to eliminate discrepancies as far

as possible but few would have reminded due to limitations of the study. These are:

 The research was carried out in a short period.

 Limited sample size.

 The information given by the respondent might be biased some of them might not be
interested to given correct information.

 Some of the respondents of the survey were unwilling to share information.

 QUESTIONNAIRE

NAME AGE
GENDER OCCUPATION
ANNUAL INCOME E-MAIL

1. For how long you are a part of HDFC Bank?

(a) Less than 6 months ( ) (b) Less than 1 year ( )

(c)Less than 2 years( ) (d)More than 2 years ( )

2. What are the reasons that attract you to be a customer of the bank?
(a) Its Image (b) Its Service
(c) Products (d) All of the above

3. Are you aware of the different services offered by HDFC Bank?

(a)Yes (b) No
(c)May Be

4. Do you think that your bank caters all your banking needs?
5. (a)Yes (b) No
(c)May Be

6. Which of the services are you using?

(a)Current ( ) (b)Savings( )
(c)Loan a/c ( ) (d)Demat a/c( )
Fixed Deposits ( ) Mutual Funds ( )

7. Which service of the bank would you rate the best?

(a)Savings a/c ( ) (b)Fixed Deposits ( )
(c)Current a/c ( ) (d)Loan ( )
(e)Credit Cards ( ) (f)Insurance()
(g)Other ( )

8. Does your bank have core banking facility for the customers?

(a)Yes ( ) (b)No ( )

9. When you think of your bank, what comes first in your mind?
(a)Personalized Service ( ) (b)Wide branch network ( )
(c)Customer service () (d)Computerised banking ( )
(e)Core banking () (f)Other ()

10.Which of the extra service of the bank would you like to go in for?

(a) Phone Banking ( ) (b)ATM

(c) Net Banking (d)Bill Payment
(e)None Of these ( ) (f)All of These

11. What is your perception about the service of the Bank?

(a) Good( ) (b)Poor ( )
(c) Average( )

12. Are you satisfied with the dealing of the bank officials?
 (a)Yes( ) (b)No ( )
(c) To Some Extent ( )

13. Any problem you are facing regarding the bank?

(a)Timeliness( ) (b)Customer Relationship (
)
(c)Infrastructure ( ) (d)Other( )

14.Does your bank have core banking facility for the customers?

(a) Yes ( ) (b)No ( )

 CONCLUSION

At t h e e n d I w o u l d l i k e t o co n c l u d e t h a t T h e I n d i a n b a n k i n g m a r k e t i s gr o w i n g a t
a n a s t o n i sh i n g r a t e , w i t h a s s e t s e x p e c t e d t o r e a ch U S$ 1 t r i l l i o n b y 2 0 1 0 .

HD F C b a n k h a d a n e t w o r k o f 1 1 4 2 b r a n ch e s a n d 3 2 9 5 a u t o m a t e d t e l l e r m a
ch i n e s i n 5 28 c i t i e s i n I n d i a . T h e m a j o r i t y o f cu s t o m e r s a r e sa t i sf i e d . Bu t t h e
b a n k sh o u l d t a r ge t o n t h e r e s t o f t h e cu s t o m e r s w h o a r e n o t sa t i sf i e d . T h e cu s t o
m e r s a r e a w a r e a b o u t t h e b a n k ’ s se r v i ce s b u t t h e b a n k sh o u l d t r y t o cr e a t e m
o r e a w a r e n e ss a m o n g p e o p l e .

HDFC Bank should lay more stress on advertisements, both in print as well as in other media for this purpose.
Number of formalities should reduce, as customer feels irritated with lots of formalities and it will save theb time of
customer and bank also.
 BIBLIOGRAPHY

1. https://www.hdfcbank.com/aboutus/awards/default.htmv

2. https://en.m.wikipedia.org/wiki/HDFC_Bank

3. https://in.reuters.com/finance/stocks/company-profile/HDB

4. https://www.hdfcbank.com/htdocs/common/Industry_Academia/innovation.html

5. https://www.scribd.com/doc/50124944/A-Project-Report-on-Custmer-Satisfaction-Regarding- HDFC-
BANK

6. https://www.marketing91.com/swot-analysis-hdfc