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Mrp on the banking industry in india
Mrp on the banking industry in india
Mrp on the banking industry in india
Mrp on the banking industry in india
Mrp on the banking industry in india
Mrp on the banking industry in india
Mrp on the banking industry in india
Mrp on the banking industry in india
Mrp on the banking industry in india
Mrp on the banking industry in india
Mrp on the banking industry in india
Mrp on the banking industry in india
Mrp on the banking industry in india
Mrp on the banking industry in india
Mrp on the banking industry in india
Mrp on the banking industry in india
Mrp on the banking industry in india
Mrp on the banking industry in india
Mrp on the banking industry in india
Mrp on the banking industry in india
Mrp on the banking industry in india
Mrp on the banking industry in india
Mrp on the banking industry in india
Mrp on the banking industry in india
Mrp on the banking industry in india
Mrp on the banking industry in india
Mrp on the banking industry in india
Mrp on the banking industry in india
Mrp on the banking industry in india
Mrp on the banking industry in india
Mrp on the banking industry in india
Mrp on the banking industry in india
Mrp on the banking industry in india
Mrp on the banking industry in india
Mrp on the banking industry in india
Mrp on the banking industry in india
Mrp on the banking industry in india
Mrp on the banking industry in india
Mrp on the banking industry in india
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Mrp on the banking industry in india

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  • 1. APPENDIX LIST OF GRAPHS & CHARTSSL .No. Graph Title Page No.1 INTRODUCTION 3-52 INDUSTRY PROFILE 6-103 PROFILE OF THE ORGANIZATION 11-234 MARKET PROFILE 24-255 WORK PROFILE 26-276 STUDY OF THE RESEARCH PROBLEM 28-337 SUMMARY AND CONCLUSION 34-368 QUESTIONNAIRE 37 1
  • 2. 9 BIBLIOGRAPHY 38 2
  • 3. 3
  • 4. INTRODUCTION 4
  • 5. India has emerged the third most attractive market destination for apparelretailers, according to a new study by global management consulting firm ATKearney.India comes after Brazil and China in the AT Kearney Retail Apparel Index,which looks at ten drivers, including apparel consumption and clothingimports/exports, to rank the top 30 emerging markets for retail apparelinvestments."In India, apparel is the second largest retail category, representing 10 percentof the $37 billion retail market. It is expected to grow 12-15 percent per year,"said Hemant Kalbag, principal of Consumer Industries & Retail Practice, ATKearney India."The top seven apparel companies account for less than 10 percent of the totalapparel retail market in India and Indian consumers tend to be more loyal to aspecific retailer than to an apparel brand. The result is a thriving private labelapparel market," the study said."Like many developed countries, apparel retail in India is driven by salespromotion," it added."The Retail Apparel Index was published for the first time this year as acompanion to A.T. Kearneys Global Retail Development Index (GRDI), astudy of retail investment attractiveness among 30 emerging markets conductedannually since 2001," said Saurine M. Doshi, a partner of A.T. Kearney India."The analysis evaluates more than 20 apparel markets to identify the top 10countries in terms of market size, growth prospects and consumer affluence"Doshi added.Turkey, Chile, Romania, Argentina, Thailand, Russia and the United ArabEmirates are the other countries in the top-10 list. 5
  • 6. 1.2 Objective of the studyThe main objective of this project is to get the details of apparel industriesfrom its root. And to study the nature of perception label and attitude ofthe customers, to evaluate the details of the apparel retailing and itsattributes in order to gather knowledge of the whole industry.Other objectives:- • To know the banking brand prefer by the CUSTOMERS. • To know the reason Why people prefers a particular brand. • To understand how to increase the return of the company. • To give the personnel satisfaction to the customers and also get the references from them . • To identify the implicit factors affecting this service sector . • To evoke suggestion for better market standards . 6
  • 7. INDUSTRY PROFILE (a) Growth and present status of the banking industryBy the 1960s, the Indian banking industry has become an important tool tofacilitate the development of the Indian economy. At the same time, it hasemerged as a large employer, and a debate has ensued about the possibility tonationalize the banking industry. Indira Gandhi, the-then Prime Minister ofIndia expressed the intention of the GOI in the annual conference of the AllIndia Congress Meeting in a paper entitled "Stray thoughts on BankNationalisation." The paper was received with positive enthusiasm. Thereafter,her move was swift and sudden, and the GOI issued an ordinance andnationalised the 14 largest commercial banks with effect from the midnight ofJuly 19, 1969. Jayaprakash Narayan, a national leader of India, described thestep as a "masterstroke of political sagacity." Within two weeks of the issue ofthe ordinance, the Parliament passed the Banking Companies (Acquition andTransfer of Undertaking) Bill, and it received the presidential approval on 9thAugust, 1969.A second dose of nationalisation of 6 more commercial banks followed in1980. The stated reason for the nationalisation was to give the governmentmore control of credit delivery. With the second dose of nationalisation, theGOI controlled around 91% of the banking business of India.After this, until the 1990s, the nationalised banks grew at a pace of around 4%,closer to the average growth rate of the Indian economy.In the early 1990s the then Narsimha Rao government embarked on a policy ofliberalisation and gave licences to a small number of private banks, whichcame to be known as New Generation tech-savvy banks, which included bankssuch as Global Trust Bank (the first of such new generation banks to be setup)which later amalgamated with Oriental Bank of Commerce,UTI Bank(nowre-named as Axis Bank), ICICI Bank and HDFC Bank. This move, along with 7
  • 8. the rapid growth in the economy of India, kickstarted the banking sector inIndia, which has seen rapid growth with strong contribution from all the threesectors of banks, namely, government banks, private banks and foreign banks.The next stage for the Indian banking has been setup with the proposedrelaxation in the norms for Foreign Direct Investment, where all ForeignInvestors in banks may be given voting rights which could exceed the presentcap of 10%,at present it has gone up to 49% with some restrictions.The new policy shook the Banking sector in India completely. Bankers, till thistime, were used to the 4-6-4 method (Borrow at 4%;Lend at 6%;Go home at 4)of functioning. The new wave ushered in a modern outlook and tech-savvymethods of working for traditional banks.All this led to the retail boom inIndia. People not just demanded more from their banks but also received more.Bank of India is an autonomous body, with minimal pressure from thegovernment. The stated policy of the Bank on the Indian Rupee is to managevolatility but without any fixed exchange rate-and this has mostly been true.With the growth in the Indian economy expected to be strong for quite sometime-especially in its services sector-the demand for banking services,especially retail banking, mortgages and investment services are expected to bestrong. One may also expect M&As, takeovers, and asset sales.  Present Status of banking industryCurrently (2008), banking in India is generally fairly mature in terms of supply,product range and reach-even though reach in rural India still remains achallenge for the private sector and foreign banks. In terms of quality of assetsand capital adequacy, Indian banks are considered to have clean, strong andtransparent balance sheets relative to other banks in comparable economies inits region. In March 2006, the Reserve Bank of India allowed Warburg Pincusto increase its stake in Kotak Mahindra Bank (a private sector bank) to 10%.This is the first time an investor has been allowed to hold more than 5% in aprivate sector bank since the RBI announced norms in 2005 that any stakeexceeding 5% in the private sector banks would need to be vetted by them. 8
  • 9. Currently, India has 88 scheduled commercial banks (SCBs) - 28 public sectorbanks (that is with the Government of India holding a stake), 29 private banks(these do not have government stake; they may be publicly listed and traded onstock exchanges) and 31 foreign banks. They have a combined network of over53,000 branches and 17,000 ATMs. According to a report by ICRA Limited, arating agency, the public sector banks hold over 75 percent of total assets of thebanking industry, with the private and foreign banks holding 18.2% and 6.5%respectively. 9
  • 10. Banking in IndiaCentral bank Reserve Bank of India State Bank of India · Allahabad Bank · Andhra Bank · Bank of Baroda · Bank of India · Bank of Maharashtra · Canara Bank · Central Bank of India · Corporation Bank · Dena Bank · IndianNationalized Bank · Indian Overseas Bank · Oriental Bank of Commerce ·banks Punjab & Sind Bank · Punjab National Bank · Syndicate Bank · Union Bank of India · United Bank of India · UCO Bank · Vijaya Bank · IDBI Bank Axis Bank · Bank of Rajasthan · Bharat Overseas Bank · Catholic Syrian Bank · Centurion Bank of Punjab · City Union Bank · Development Credit Bank · Dhanalakshmi Bank · Federal Bank · Ganesh Bank of Kurundwad · HDFC Bank · ICICI Bank ·Private banks IndusInd Bank · ING Vysya Bank · Jammu & Kashmir Bank · Karnataka Bank Limited · Karur Vysya Bank · Kotak Mahindra Bank · Lakshmi Vilas Bank · Nainital Bank · Ratnakar Bank · SBI Commercial and International Bank · South Indian Bank · Tamilnad Mercantile Bank · YES BankForeign Citibank · HSBC · Standard CharteredbanksRegionalbanks South Malabar Gramin Bank 10
  • 11. (c) Future of banking industry in indiaAlmost 80% of the business are still controlled by Public Sector Banks(PSBs). PSBs are still dominating the commercial banking system. Sharesof the leading PSBs are already listed on the stock exchanges.The RBI has given licences to new private sector banks as part of theliberalization process. The RBI has also been granting licences toindustrial houses. Many banks are successfully running in the retail andconsumer segments but are yet to deliver services to industrial finance,retail trade, small business and agricultural finance.The PSBs will play an important role in the industry due to its numberof branches and foreign banks facing the constrait of limited number ofbranches. Hence, in order to achieve an efficient banking system, theonus is on the Government to encourage the PSBs to be run onprofessional lines.By the year 2009, the list of foreign banks in India is going to become morequantitative as number of foreign banks are still waiting with baggage to startbusiness in India. 11
  • 12. PROFILE OF THE ORGANIZATION Origin of the HDFC BANK LIMITEDThe Housing Development Finance Corporation Limited (HDFC) was amongstthe 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 RBIs liberalization ofthe Indian Banking Industry in 1994. The bank was incorporated in August1994 in the name of HDFC Bank Limited’, with its registered office inMumbai, India. HDFC Bank commenced operations as a Scheduled Commercial Bank inJanuary 1995.HDFC Bank was incorporated in August 1994, and, currently hasa nationwide network of 761 Branches and 1977 ATMs in 327 Indian townsand cities.HDFC Bank began operations in 1995 with a simple mission: to be a "World-class Indian Bank". We realized that only a single-minded focus on productquality and service excellence would help us get there.Today, we are proud to say that we are well on our way towards that goal. It isextremely gratifying that our efforts towards providing customer conveniencehave been appreciated both nationally and internationally. 12
  • 13. 2.2 Growth and development of the HDFC BANK LIMITEDHDFC Bank will merge itself with Centurion Bank of Punjab (CboP) in orderto expand its global presence, especially in regions such as Canada, Singaporeand other destinations, reports mint.The bank plans to raise USD 1 billion from overseas markets to fund thisglobal expansion. This fund-raising will be done through different instrumentsunder the medium-term notes programme. Meanwhile, the bank has already applied for licences in Bahrain and Hong Kong. FIG-1The CBoP merger will createthe country`s largest privatesector financial institution interms of branch network.HDFC Bank`s board hasalready decided their stockswap ratio of 1:29 and the combined entity`s network would go up to 1,148branches.it has a network of over 684 branches spread over 316 cities across India. Thebank also has a network of about over 1,695 networked ATMs across thesecities.Shares of the company gained Rs 27.6 , or 2.15% to settle at Rs 1313.9. Thetotal volume of shares traded was 48,911 at the BSE. 13
  • 14. In a milestone transaction in the Indian banking industry, Times Bank Limited(another new private sector bank promoted by Bennett, Coleman & Co./TimesGroup) was merged with HDFC Bank Ltd., effective February 26, 2000.As per the scheme of amalgamation approved by the shareholders of bothbanks and the Reserve Bank of India, shareholders of Times Bank received 1share of HDFC Bank for every 5.75 shares of Times Bank. The acquisitionadded significant value to HDFC Bank in terms of increased branch network,expanded geographic reach, enhanced customer base, skilled manpower andthe opportunity to cross-sell and leverage alternative delivery channels. 14
  • 15. 2.3 PRESENT STATUS OF “ HDFC BANKLIMITED”As of March 31, 2008, it had a network of 761 branches and 1,977 automatedteller machines in 327 cities in India. The company was founded in 1994 and isbased in Mumbai, India. The authorised capital of HDFC Bank is Rs.450crore (Rs.4.5 billion). The paid-up capital is Rs.311.9 crore (Rs.3.1billion). The HDFC Group holds 22.1% of the banks equity and about19.4% of the equity is held by the ADS Depository (in respect of thebanks American Depository Shares (ADS) Issue). Roughly 31.3% of theequity is held by Foreign Institutional Investors (FIIs) and the bank hasabout 190,000 shareholders. The shares are listed on the The StockExchange, Mumbai and the National Stock Exchange. The banksAmerican Depository Shares are listed on the New York Stock Exchange(NYSE) under the symbol "HDB".The Balance sheet of HDFC BANK LTD can gives us handful idea about thepresent status of the organization. 15
  • 16. Balance Sheet of HDFC BANK LTD PERIOD ENDING 31-Mar-07 31-Mar-06 31-Mar-05 Annual Data | Quarterly Data All numbers in thousands Assets Current Assets Cash And Cash Equivalents 1,968,200 1,375,800 861,500 Short Term Investments 297,400 94,400 - Net Receivables 365,300 357,800 112,600 Inventory - - - Other Current Assets - - -Total Current Assets - - - Long Term Investments 19,512,200 15,349,700 10,792,200Property Plant and Equipment 241,200 195,900 162,400 Goodwill - - - Intangible Assets - - - Accumulated Amortization - - - Other Assets 1,123,400 409,000 209,200 Deferred Long Term Asset - - - Charges Total Assets 23,507,700 17,782,600 12,137,900 Liabilities Current Liabilities Accounts Payable 2,910,300 869,800 1,134,000 Short/Current Long Term 2,458,700 1,701,400 1,423,200 Debt Other Current Liabilities 15,831,700 12,663,800 8,334,300 Total Current Liabilities - - - Long Term Debt 779,600 382,800 115,300 Other Liabilities - 917,200 -Deferred Long Term Liability - - - Charges 16
  • 17. Minority Interest 7,500 5,000 - Negative Goodwill - - - Total Liabilities 21,987,800 16,540,000 11,006,800 Stockholders EquityMisc Stocks Options Warrants - - -Redeemable Preferred Stock - - - Preferred Stock - - - Common Stock 74,100 70,400 71,000 Retained Earnings 828,800 411,100 295,100 Treasury Stock - - - Capital Surplus 701,300 602,600 591,200 Other Stockholder Equity (84,300) 158,500 173,800 Total Stockholder Equity 1,519,900 1,242,600 1,131,100 Net Tangible Assets $1,519,900 $1,242,600 $1,131,100 17
  • 18. 2.4 FUTURE PLANES OF “ HDFC BANK LIMITED” • HDFC joins hands with Qatar National BankHDFC Bank tied up with Qatar National Bank (QNB) to offer a range ofproducts and services to expatriate Indians in Qatar, reports DNA.The new bank, QNB-HDFC Bank NRI Services, will allow its customers to usetheir dual account to remit money from any QNB branch to any HDFC Bankbranch in India. The remittance will take 24 hours and cost USD 1.37.Customers can also avail of a host of HDFC Bank products like online tradingin Indian stock markets and rupee mutual fund investments through QNBoutlets. Apart from this, the tie-up also offers benefits from QNB`s QatarAirways Co-branded Credit Card, with no fees for the first year and customerswill be eligible for QNB`s loan products at competitive prices. • HDFC Bank plans to introduce a mobile-bank-cum- ATM in Coimbatore to benefit its microfinance clients. Through this medium, the bank will offer a suite of banking products such as credit, savings, insurance and remittances. at the customers doorstep. Each mobile bank is expected to cost the Bank Rs.40 lakhs (USD 100,000) and Rs.1 lakh (USD 2,500) monthly. The bank plans to extend this technology all over the country dependingon the success of its pilot in Coimbatore. HDFC Bank would soon launch itsmobile bank for the benefit of microfinance clients and also to reach theunbanked and under-banked sections of the society, a senior bank executivesaid • Indias HDFC Bank Renews Contract with NCR to Manage 2,000 ATMs; Places Order for 300 New ATMs 18
  • 19. DAYTON, Ohio--(BUSINESS WIRE)--NCR Corporation (NYSE: NCR - News) announced the renewal of its automated teller machine (ATM) Managed Services contract with HDFC Bank, Ltd (NYSE: HDB - News), headquartered in Mumbai, India. The new 42-month deal taps NCR to oversee more than 2,000 NCR and non-NCR ATMs for the bank and expands on a prior three-year Managed Services contract. HDFC also has signed an additional order for 300 new ATMs. This order is in line with HDFC Bank’s expansion strategy in India. The contract includes ATM monitoring through incident management, cash management, first-line maintenance and second-line maintenance. 19
  • 20. 20
  • 21. 2.5 FUCTIONAL DEPARTMENT OF “ HDFC BANK LMITED”In order to gain professional efficiency it has emerged with differentuseful functional departments in every branch of the organization as shownbelow: FIG.2 2.6 ORGANIZATION STRUCTURE AND ORGANIZAION CHARTHDFC Bank FIG.-3The Composition of the Board of Directors of the Bank is governed by theCompanies Act, 1956, the Banking Regulation Act, 1949 and the listingrequirements of the Indian Stock Exchanges where the securities issued by theBank are listed. The Board has a strength of 9 Directors as on March 31, 2007.All Directors other than Mr Aditya Puri are non-executive directors. The Bankhas four independent directors and five non-independent directors. The Boardconsists of eminent persons with considerable professional expertise andexperience in banking, finance, agriculture, small scale industries and otherrelated fields. None of the Directors on the Board is a member of more than 10 21
  • 22. Committees and Chairman of more than 5 Committees across all the companiesin which he/she is a Director. All the Directors have made necessarydisclosures regarding Committee positions occupied by them in othercompanies. Mr. Jagdish Capoor, Mr. Aditya Puri, Mr. Keki Mistry, Mrs. Renu Karnad and Mr. Vineet Jain are non-independent Directors on the Board. Mr. Arvind Pande, Mr. Ashim Samanta, Mr. Gautam Divan and Mr. C. M. Vasudev are independent directors on the Board. Mr. Keki Mistry and Mrs. Renu Karnad represent HDFC Limited on the Board of the Bank. Mr. Vineet Jain is nominated by the Bennett, Coleman Group on the Board of the Bank. The Bank has not entered into any materially significant transactions during the year, which could have a potential conflict of interest between the Bank and its promoters, directors, management and/or their relatives, etc. other than the transactions entered into in the normal course of business. The Senior Management have made disclosures to the Board confirming that there are no material, financial and/or commercial transactions between them and the Bank which could have potential conflict of interest with the Bank at large 22
  • 23. 2.7 PRODUCT AND SERVICE OF “HDFC BANK LIMITED”HDFC Bank Limited provides various financial products and services. Itoperates in three segments: Personal Banking, NRI Banking, and WholesaleBanking. The Personal Banking segment provides savings, and current andfixed deposit accounts. It also offers personal, home, two wheeler, new car,used car, gold, education, healthcare, commercial vehicle, working capital,construction equipment, and warehouse receipt loans. In addition, this segmentprovides safe deposit lockers; credit, debit, and prepaid cards; mutual funds,general and health insurance, bonds, and equities and derivatives products; andforex and payment services. The NRI Banking segments deposit productsinclude rupee savings accounts, rupee current accounts, rupee fixed deposits,foreign currency deposits, and accounts for returning Indians. Its loan productscomprise home loans, loans against securities, loans against deposits, and goldcredit cards. The Wholesale Banking segment offers funded services, whichconsist of working capital finance, short term finance, bill discounting, andexport credit; and non-funded services, such as letters of credit, bankguarantees, and collection of documents to corporations, and small and mediumenterprises. It also various services to banks, financial institutions, mutualfunds, stock brokers, insurance companies, commodity businesses, and trusts. 23
  • 24. HDFC Product Range HDFC Bank India provides the following range of products: • Savings Account • HDFC Bank Preferred • Sweep-In Account • Super Saver Account • HDFC Bank Plus • Demat Account • HDFC Mutual Fund • HDFC Standard Life InsuranceHDFC India innovative services • HDFC Phone Banking • HDFC ATM • HDFC Inter-city/Inter-branch Banking • HDFC Net Banking • HDFC International Debit Card • HDFC Mobile Banking • HDFC Bill PayHDFC Bank Loans • HDFC Personal Loan & Home loan • HDFC New Car Loan and Used Car Loan • HDFC Loan Against Shares • HDFC Two Wheeler & Consumer LoanBSE - All Groups TABLE-1 11 Jun 17:31 Comp Last Chang % Net 24
  • 25. any Price e Chang ProfitName e (Rs. cr)ICICI 741.65 10.05 1.37 3,110.Bank 22HDFC 1,184. 53.60 4.74 1,590.Bank 55 18Axis 703.70 22.50 3.30 1,071.Bank 03Feder 194.50 -0.65 -0.33 292.73alBankJK 610.80 6.80 1.13 274.49BankKarna 185.15 -1.90 -1.02 241.74takaBankKarur 353.35 3.35 0.96 160.01VysyaKotak 637.70 9.25 1.47 141.37MahindraCentu 41.40 0.00 0.00 121.38rionBankBk Of 89.60 2.05 2.34 110.57RajasthanSouth 122.60 1.85 1.53 104.12IndBkYes 136.80 -3.65 -2.60 94.37 25
  • 26. Bank ING 249.35 6.25 2.57 88.91 Vysya Bank City 26.40 0.40 1.54 71.81 Union Bank IndusI 68.90 -0.20 -0.29 68.22 nd Bank 2.8 MARKET PROFILE OF “HDFC BANK LIMITED”The Bank earned total income of Rs.3,505.5 crores for the quarter ended March31, 2008, as against Rs.2,321.0 crores in the corresponding quarter endedMarch 31, 2007, registering a growth of 51.0%. Net revenues (net interestincome plus other income) were Rs.2,191.4 crores for the quarter ended March31, 2008,an increase of 51.2% over Rs.1,448.9 crores for the correspondingquarter of the previous year. Interest earned (net of loan origination costs andamortization of premia on investments held in the Held to Maturity (HTM)category) increased from Rs.1,926.5 crores in the quarter ended March 31,2007 to Rs.2,956.2 crores in the quarter ended March 31, 2008, up by 53.4%.Net interest income (interest earned less interest expended) for the quarterended March 31, 2008 increased by 55.7% toRs.1,642.1 crores, driven by average asset growth of 50.3% and a corenetinterest margin of around 4.4%.Other income (non-interest revenue) registeredstrong growth of 39.3% from Rs.394.4 crores for the quarter ended March 31,2007 to Rs.549.3 crores for the quarter ended March 31, 2008. The maincontributor to Other Income for the quarter was fees and commissions ofRs.490.4 crores, up 37.6% from Rs.356.3 crores in the corresponding quarterended March 31, 2007. The other two major components of other income wereforeign exchange/derivatives revenues of Rs.60.4crores and profit/ (loss) onrevaluation/sale. 26
  • 27. 27
  • 28. DISCUSSION ON TRAINING WORK PROFILE (ROLE AND RESPONSIBILITIES)I joined HDFC BANK LIMITED. as a Sales Executive. My basic approachwas to get the professional idea about the process flow of theorganization and to gather idea about how does the industry operatesThere, I was assigned to some roles and responsibilities such as: • To help the customer to complete documentation and application formalities. • To verify the authenticity of the documents and identity of the customer. • To ensure strict adherence to Know Your Customer (KYC) norms in all application sourced. • To meet the customer personally for collecting the IP cheque and the AOD . • To ensure that the customer is met up with either at his place of work or at his residence only. • To ensure that all mandatory fields are entered properly. • To maintain quality norms on depletion and for cheque bouncing cases. • To understand the customer’s requirement . To explain to the customer the various benefits of the product being distributed. 28
  • 29. 3.2 DESCRIPTION OF LIVE EXPERIENCE Being a Sales Executive everyday I used to generate new customers forsavings accounts by personal reference or by cold calling or by ATM callingand by phone .There I found, the appointment fixed by the customer was notworking some time ,because they are not present at the place where theappointment was fixed, that time I feel very frustrated but it was part and parcelof this job so I have to adapt there. Every day , I use to join the office within 9.15 am . I have to sign theattendance sheet ,get the appointment fixed by the customers to go through theday .Apart from this I got a handful experiences on followings1. Consumer behavior.2. Different type of selling technique .3. Understand the process of selling .4. How they persuade customer to buy product .5. How to manage the sales force effectively. 29
  • 30. STUDY OF THE RESEARCH PROBLEM 4.1 STATEMENT OF RESEARCH PROBLEMHDFC BANK LTD. is a structured and developing organization in the fieldof Banking and Financial sector .Though It is providing good service toboth the customer in order to rise their attention level into this industryit needs to get more efficiency in it’s operation flow .what I have feltwhile working within the organization is that the customer organizationsare very much specific to their needed criteria which is being very hardto match with the bank profiles .Therefore , I carried out the research toget proper findings on the problem that :Why the customer requirement are not being matched properly with therequired criteria ? 4.2 STATEMENT OF RESEARCH OBJECTIVESThe aim of this research is to find out proper logical solution throughproper analysis of data and information scientifically to over come abovementioned problems so that the organization can run their businessefficient and competitively in the long run.Here we have to determine the causes related to the problem. We haveto measure the frequency of the causes in order to minimize the rate offactors affecting the problems regarding organizational growth andsmooth flow of its operations . 30
  • 31. 4.3 RESEARCH DESIGN AND METHODOLOGYResearch DesignHere in order to carry out the research I have arranged conditions forcollections and analysis of data in a manner that aims to combinerelevance to the research purpose with economy in procedure. Theresearch design is being conceptually structured within which research hasbeen conducted ; It constitutes the blueprint for the collection,measurement and analysis of data.The designing decisions are made in respect of a. Research study is carried out within Kolkata and the zones across the city. b. Technical data (qualitative and quantitative data) is used. c. The study includes 2 and ½ months of time. d. Systematic and snowball sampling designs are made. e. By scaling technique ( likert scaling technique ) data is analysed. To study about the growth banking market f. To find out the attributes that can enhance economy of companyResearch methodologyResearch methodology is a way systematically solve the research problem.It may be understood as a science of studying how research is donescientifically.The section includes the overall research design, the sampling procedure,the data collection method, the field method and analysis and procedure.Research design : For this research project exploratory method is used ,Data collection method : Data collected for the research can be classifiedas primary data and secondary data. 31
  • 32. Primary data : Primary data is by visiting existing clients and businessdevelopers and also the customers being served and yet to serve,making themto fill up questionnaires.Secondary data : Secondary data is from Internet, books, available codesand rules .Research InstrumentThis instrument is used for data collection is structured questionnaire.Questions are open and closed ended depending upon the information thatneeded to be elicited. I am also using the scaling technique to assessthe attitude of the customer through participative and non participativeobservations, scheduled interview,etc.Sampling plan : Keeping all the constrains in mind a sample size of 25Clients. The sampling procedure is systematic and snowball sampling.4.4 ANALYSIS OF DATAThe data, after collection, has been processed and analyzed inaccordance with the outline laid down for the purpose at the time ofdeveloping the research plan. This is essential for a scientific study andfor ensuring that we have all relevant data for making contemplatedcomparison and analysis. Technically speaking, processing implies editing,coding, classification and tabulation of collected data so that they areamenable to analysis.I have surveyed within 25 Clients in order to know their view andopinion regarding their interests in different product we have.I made aquestionnaire and converse with them and encourage them to fill up thequestions. Some of the questions with their’ opinions are shown asfollows 32
  • 33. CLIENT BASED –  HOW DO YOU RANK THE SERVICE OF HDFC BANK LTD ? FIG.-4  HOW WOULD YOU RANK THE COMPANY IN COMPARISON TO OTHERS ? FIG.-5  IS THE OVERALL SERVICE OF THE COMPANY GOOD? FIG.-6 LIKERT SCALE CUSTOMER BASED  WHOM DO YOU WANT TO SERVE FOR YOU? FIG.-7 4.5 Summary of Findings 33
  • 34. From the above chart we can see that averagely 50 % of the Customerhas given a favourable response, 40 % of them having a neutral attitudetowards the statement asked, 10 % of them has shown a least favourableresponse.From the above analysis we can say that the overall performance ofrendering service in terms quality, time, market position and customersatisfaction is average.What I observed while working over there in HDFC BANK LTD, theservice profile provided by the company is AVERAGE. So some changesin their OPERATIONS has to be done in order to increase moreCUSTOMER involvement and for their growth and development infuture prospect . 34
  • 35. 5.1 SUMMARY AND CONCLUSIONS  SUMMARY OF LEARNING EXPERIENCEIn recent times , the banking industry in India is in growing phase. With years,banks are also adding services to their customers. The Indian banking industryis passing through a phase of customers market. The customers have morechoices in choosing their banks. A competition has been established within thebanks operating in India. With stiff competition and advancement of technology, the servicesprovided by banks has become more easy and convenient. The past days arewitness to an hour wait before withdrawing cash from accounts or a chequefrom north of the country being cleared in one month in the south. This section of banking deals with the latest discovery in thebanking instruments along with the polished version of their old systems. Our firms have responded to the increased demands placed on theorganizations with great élan in terms of striving to provide a holisticsolution to their customer.Being a part of the banking industry as a contract sales executive, I gotpractical knowledge how do the industry use to act . what are thefunctions that they use to do , how they mange all their operations .And from personal point of view I learned how to match customerrequirement with their needs. I groomed in the field of dealing with thecustomer , voice modulation , pursuing the corporate culture , need toresponse in time .I got experienced on gathering knowledge on how tointeract with people ,how to tactfully handle the customers and convinced themto buy our product . working culture , etc .HDFC BANK LTD. is a pure service industry seek to serve thecustomers best and pure banking solution as their needs by providing range ofuseful banking products in order to give rise to the core competencies there 35
  • 36. of.This organization is specialized in middle level and top level customers. They used to maintain the customers needs and their satisfaction.HDFC Banks mission is to be a World-Class Indian Bank. The objective is tobuild sound customer franchises across distinct businesses so as to be thepreferred provider of banking services for target retail and wholesale customersegments, and to achieve healthy growth in profitability, consistent with thebanks risk appetite. The bank is committed to maintain the highest level ofethical standards, professional integrity, corporate governance and regulatorycompliance. HDFC Banks business philosophy is based on four core values -Operational Excellence, Customer Focus, Product Leadership and People. 5.2 CONCLUSION AND RECOMMENDATIONSThe Indian banking industry currently appears to be at a crossroad , wherethe industry are attempting to change customer’s perceptions of theirservice providers where specific service getting motivation appear to bereplacing generalities.The mindset of the Indian customer’s is such that they are delighted ifthey buy service cheaper than there preferred service provider . Thingsare , however , slowly changing and the customer’s at the upper end ofthe market are now ready to pay more for more . I hope that thisapproach will soon enter the new era , may be not with the sameintensity .“ success will largely be determined to the extent a company candifferentiate itself in terms of intangibles that go with the service “ . Thus, success could well hinge on the best of bundle of service that HDFCBANK LTD. provides . 36
  • 37. Key attribute components:-Time value and matching the criteria of the requirements of CUSTOMERSPhysical attributes.Brand imageService diversificationThese components should be dealt with great care and independently .The basic needs of the customer’s need to be addressed which is actuallysaving time and better quality .Although being a growing and developing bank it would be better to runin this rapidly changing and evolving market with value product modelof business process .The advertisement should speak only of the believable concepts ratherthan glorifying the pretentious ones . This would help to gain concreteimage of their own in this market . 37
  • 38. QUESTIONNAIRENAME: CONTACT NO. 1. Do you have any saving account with HDFC BANK LTD ? Yes……… No……….. 2. Do you prefer this Bank to be your Financal consultant? Yes……… No……….. 3. How is the quality of the service of the HDFC BANK LTD ? Very Good…… Good…… Average……. Poor…… 4. How much popular and reliable is the service of the HDFC BANK LTD? …………………………………………………………………….. 5. What is the unique feature of the HDFC BANK LTD. ? ....................................................................................................... 6. How do you rank the following Private sector Bank ? ICICI BANK… AXIS BANK…… KOTAK MAHINDRA……. HDFC BANK LTD.…… 7. Did you have got service from any other BANK ? If Yes……. Then mention…….. ……. No… 8. How do rank the performance of HDFC BANK LTD ? Very Good…… Good…… So So……. Poor…… Don’t know….. 9. Is the Overall performance of the company good ? Strongly agree…. Agree… Undecided…. Disagree…. Strongly disagree…. 38
  • 39. BIBLIOGRAPHYChatterjee , N.N., Management of Personnel in public Enterprise , AlliedPublising House , Kolkata, 1997 p. 44James manktelow , Get Ahead .Stay Ahead , www.mindtools.com,1995-2007Philip Kotler (Eight Edition), “ Marketing Management ” , Prentice Hall ofIndia Pvt . Ltd. Dorling Kingdersley (India) Pvt Ltd p. 405T.N Chhabra , Human Resource Management , Gagan Kapur for DhanpatRai & Co (P) Ltd . , Delhi , 2004.p.74‘ibid’ p.164VSP RAO , Human Resouce Management , Excel Books , New Delhi 2006p.131WEB SITES1.www.hdfcbank.com2.www.yhaoofinance.com3.www.moneycontrol.com 39

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