I.T.

POINT
11- H.I.G. DOUBLE STOREY, RATAN LAL NAGAR
KANPUR (L.C.CODE:- 00918)

PROJECT SYNOPSIS

ON
“CONSUMER BEHAVIOUR REGARDING PERSONAL LOAN OF

HDFC BANK”

IN PARTIAL FULFILLMENT OF

MASTER OF BUSSINESS ADMINISTRATION

BY

Km. KSHMA
REG.NO. 520962015
MBA IV Sem. (HRM)
(2009 - 2011)

SIKKIM MANIPAL UNIVERSITY

Directorate of Distance Education
Syndicate House,
Manipal - 576104
1. ACKNOWLEDGMENT

2. INTRODUCTION

3. RESEARCH METHODOLOGY

4. FINDINGS

5. SUGGESTIONS AND RECOMMENDATIONS

6. LIMITATIONS

7. BIBLOGRAPHY
8. QUESTIONNAIRE
 ACKNOWLEDGMENT

I take this opportunity to thank a number of people who have helped me

during my project with their constructive criticism, suggestion and overall
support
It is with real pleasure that, I record my indebtedness to my
academic Guide, Lecturer Mr. S. K. Chaddha for her counsel and
guidance during the preparation of this project.
I am grateful to (Director) Mr. S. K. Arora and my sincere thanks to
all faculty members of The SMU, IT POINT Kanpur
(LC Code 00918)

KM. KSHMA
ROLL.NO. - 520962015
.
 INTRODUCTION

HOUSING DEVELOPMENT FINANCE CORPORATION

(HDFC) LIMITED BANK was incorporated in 1977 with the

primary objective of meeting a social need of promoting home

ownership by providing long term finance to households for their

housing needs .HDFC BANK was promoted with an initial share

capital of Rs.100 million.

.
 MISSION OF THE ORGANISATION

a) To develop close relationship with

individual households.

b) To maintain its position as the top

housing finance institution in country.

c) Transform ideas into viable and creative

solutions.

d) To provide consistently high returns to

shareholders.

e) To grow through diversification by

leveraging off the existing client base.

 4C’S OF SUCCESS OF HDFC BANK TO FACE
CHALLENGES ARE:-

CUSTOMER: The Indian customer is become more savvy and demanding.

Customer becomes king now days. Sharp customer segmentation an evolution
of need based products will be the call of the day and HDFC Bank is providing
the customer relation efforts and they made their schemes customer centric.

CHANNEL: The ability to reach the customer, most effectively and cost
efficiently will determine who stay a head in this game. the customer will seek
after convenience option .now a days banks are providing the service to access
to your bank while you are sitting in your home through internet .This feature is
fruit full to banks.

CONTROL: Controlling over their network, branches, employees &

representatives is very important in now a days , to make the environment more
disciplined .For this purpose the private banks are on the top by providing a
disciplined environment .
COMMUNICATION: The ability to effectively communicate with the
customer will hold the key to future effectiveness. Consistent, easy to
understand & appealing communication will determined who will ultimately
hold the attenuation & the interest of customers. T his is the main & best feature
of HDFC Bank.

LOANS OFFERED BY HDFC BANKS

PERSONAL LOANS

HOME LOANS

TWO WHEELER LOANS

NEW CAR LOANS

EXPRESS LOANS

USED CAR LOANS

OVERDRAFT AGAINST CAR

EXPERESS LOANS

LOAN AGAINST PROPERTY

LOAN AGAINST SECURITY

HEALTH CARE FINANCE

COMMERCIAL VEHICAL
WORKING CAPITAL FINANCE

CONSTRUCTION EQUIPMENT FINANCE

 Marketing research

Conducting marketing research essentially means gathering the required

and relevant information about the business, product, and service. It is the
systematic gathering, recording and analyzing the relevant data in order to sell
the goods and services produced by the company.

Marketing research helps companies to evaluate their success:

Marketing research information helps the marketers in determining the
direction of goals and extent to which they have been able to achieve it. Thomas
Cook discovered through marketing research on customer satisfaction that its
ability to inform customers about change in its services were regarded as weak.
So the company responded by prioritizing the communication of changes and
re-engineered its processes to become a customer friendly organization.

Thus to summarize we can say that marketing research helps the

marketers in the following ways:

1- Developing new ideas.

2- Discovering new consumer insights.
3- Effective forecasting of consumers future actions i.e. buying behaviors.
4- Designing the advertising themes.
5- Creating niche marketing strategies.
6- Understanding the competitors and substitute and alternative products
and service.
7- Understanding their own competitive edge and core competencies.
 The sources for obtaining relevant Information:-

The next important step for the researcher is to establish the sources from
where the desired relevant information will be obtained. They need to answer
the following questions most effectively, what kind of data do I need? Like
customer age, Income, buying habits ? Or where do customers come from, what
ads are working? But again the prerequisite is to define what one is looking for.

Gathering and evaluating the data:-

Next the researcher should design a sample of questions that will gather
information in a controlled way. Each person must be asked the same questions
under the same conditions. Further information can be gathered from:
1- Primary sources
2- Secondary Sources

1. Primary sources: - It is the original research which is conducted by

individuals, groups companies to meet the specific objectives. There are
the main techniques used in primary market research quantitative and
qualitative

i. Surveys
ii. Observation
iii. Personal Interviews (Face to Face)
iv. Questionnaire
v. Telephonic Interviews
 2. Secondary Data :

Print Media: 1. Business magazines

2. News Papers
3. Government magazines

E. Media: 1. News Channels

2. Web Sites Of banks
www.hdfc..com
www.icici.com
www.idbi .com
www.sbi.com

Sampling: - Selection of units from a given target population is called as

sampling. Sampling can be defined as a set of respondents taken from large

population for the purpose of a survey. A population is group of individuals,

persons, objects, or items, from which samples are taken for measurement.

Sample size: 200

Sample area: Kanpur

Analyzing the data: - Research process is to extract the pertinent findings

from the data. The graphs and tabulation is done and then various techniques

can be used by researcher to arrive at findings.

 FINDINGS

In private sector the biggest competitor of HDFC BANK is ICICI BANK.

ICICI BANK has more attractive schemes as compared to the HDFC BANK
such as –

 Minimum amount of personal loan one can take-

ICICI BANK--- 20,000 Rs. HDFC BANK--- 25,000 Rs.

 Maximum amount of personal loan one can take-

ICICI BANK---15, 00,000 Rs. HDFC BANK--- 10, 00,000 Rs.

 Loan tenure period-

ICICI BANK --- 12-60 months HDFC BANK--- 12-48 months

By these strategies its growth rate increases than HDFC BANK

 GROWTH RATE-

ICICI BANK --- 49 percent HDFC BANK---45 percent

 SUGGESTIONS AND RECOMMENDATIONS

a) HDFC Bank should move focus to its advertising activities

to increase its product demand.

b) HDFC Bank should increase its maximum amount and

decrease its minimum amount of personal loan.

Bank should also increase its loan tenure period from 48 to

60 months equal or more than to their competitors.

c) It should expend the no. of branches in rural areas.

d) Regular survey should done from Bank time to time to

understand customer needs and also for making awareness

among customer about changing strategies of Bank.

e) It should also provide quick loan facility with fewer

formalities and documentation and it should also decrease

its interest taking rate.

f) It should also provide quick loan facility with fewer

formalities and documentation and it should also decrease

its interest taking rate.

 LIMITATIONS

 The study is restricted at Kanpur.

 The sample size is very small as compared to the total

population .Maximum population in the city is middle class

and this makes their future earnings uncertain.

 Respondent might give biased information. The respondents

primarily consist of business and service class. About one –

fourth of the respondents preferred taking loan from Bank.

 The survey take too much time and Bank also take too much

time in providing the list of their customer those already take

loan from their Bank to know about their current and past

customer.

 Bank in some cases not disclose their future strategies and

they also have some constraints in their schemes.

 The number of government bank’s customer is much higher

than that of private banks because of the following reasons-

o Private players have been around for only about few years,

which certainly stand nowhere as compared to the tenure

service provided by Government Banks.

o Government Banks have vast network as compared to the

private Banks.

o People find Government banks more reliable, easy and

convenient than private banks.

 Questionnaire

The Consumer behavior regarding personal loan of HDFC Bank

Name of Person :- …………………………………………………………

Address :- …………………………………………………………

Contact No. :- …………………………………………………………

Age :- …………………………………………………………

Please Mark for Appropriate Choice

Q.1:- What is your profession ?

A) Service ( ) B) Business ( )

C) Student ( ) D) Other ( )

Q.2:- Do you have any bank A/c, if yes-where …………………………………

Q.3:- Your monthly income:-

A) 0-10000 ( ) B) 10000-20000 ( )

C) 20000-30000 ( ) D) More then - 30000 ( )

Q.4 Do you know H.D.F.C. Bank? Yes/No

Q.5 From which sector you want to take loan?

A) Government ( ) B) Private ( )
Q.6 What is good about private banks?

A) Good Communication ( ) B) Quick loan facility ( )

C) High Service Standard ( ) D) All ( )

Q.7 Do you take any loan in past ? If yes- from where ………………………

……………………………………………………………………………..

Q.8 You are giving priority to which bank to take loan ?

A) State Bank of India ( ) B) ICICI ( )

C) HDFC ( ) D) Other ( )

Q.9 What influenced you to get loan from the bank ?

A) Media ( ) B) Brand Name ( )

C) Executive of Bank ( ) D) any other references ( )

Q.10 What are the benefits motivates you to take loan?

A) Minimum Rate of interest ( ) B) Tax benefits ( )

C) Flexible tenure option ( ) D) Less formalities ( )

Q.11 Personal loans offered by HDFC Bank are:-

A) Closed-ended ( ) B) Unsecured ( )

C) Both A & B ( ) D) None ( )

Q.12 Minimum amount you can borrow for any purpose in personal loan?

A) 5000 ( ) B) 25000 ( )

C) 75000 ( ) D) 100000 ( )
Q.13 Persons eligible for taking personal loan.

A) Salaried individuals ( )
B) Self employed (Professionals) ( )
C) Self employed (individuals) ( )
D) Self employed (PVTcos & Partnership firm) ( )
E) All ( )

Q.14 Benefits of personal loan in transfer f balance.

A) No processing fees ( ) B) Fast processing ( )

C) No Income Documentation ( )D) All ( )

Q.15 Loan tenure option is ranging from.

A) 12 - 48 months ( ) B) 1 – 6 months ( )

C) 48 – 52 months ( ) D) none ( )

Q.16 how are the schemes of HDFC bank you found?

A) Satisfactory & Good ( ) B) Unsatisfactory ( )

C) Average ( ) D) None

Any Suggestions ………………………………………………………………

Date:
 BIBLIOGRAPHY

PHILLIP KOTLER : Marketing Management

KANWAL NAYAN KAPIL : Marketing Research

KENNETH E. CLOW : Advertising, promotion

And DONALD BAACK and marketing

Communication