18003104 a-project-report-on-hdfc-bank-submiited-by-ankita-singh

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18003104 a-project-report-on-hdfc-bank-submiited-by-ankita-singh

  1. 1. AProject reportOn“IN WHICH AREA MORE FOCUS MARKETING OR OPERATION”UNDERTAKEN INUnder the Supervision of: Submitted By:Mr. Alok Shukla Ankita Singh(Assistant Manager) PGDM 2008-2010
  2. 2. DECLARATIONI hereby declare that I have carried out Summer Training Project on the topic entitled “INWHICH AREA MORE FOCUS MARKETING OR OPERATION” at SMS, Varanasi.I further declare that this project work is based on my original work and no part of this projecthas been published or submitted to anybody.Ankita Singh
  3. 3. CONTENTSCHAPTER PARTICULARS Pg .No.Acknowledgement iChapter 1 Introduction 11.1 The Topic 11.2 Reason for Selection of this Topic 11.3 Importance to The Company 11.4 Learning from the Study 1Chapter 2 Organization Profile 1…132.1 Company History 1…72.2 Product Scope 72.3 Product and Services at a glance 7…102.4 Milestones in the history 10…122.5 Merger 12…132.6 Quality Policy 13Chapter 3 Research objective and Scope of research 13…143.1 Problem Definition 13…143.2 Objective of research project 143.2.1 Primary Objective 143.2.2 Secondary Objective 143.3 Product Scope 14Chapter 4 Research Methodology and Limitations 14…164.1 Research Plan 144.1.1 Preliminary Investigation 144.1.2 Exploratory Study 154.2 Research Design 154.2.1 Developing the research plan 154.2.2 Collection of data 154.3 Sampling plan 154.4 Sample Size 154.5 Data collection instrument development 164.6 Research limitations 16Chapter 5Data analysis, Interpretations andPresentation 16…19Chapter 6 Conclusions and Suggestions 19…206.1 Conclusions 19…206.2 Suggestions 20Chapter 7 Limitations 20ANNEXURES 21…22BIBLIOGRAPHY 23
  4. 4. AcknowledgementI, Ankita Singh, PGDM Student in SMS, Varanasi is highly greatful to all those who guided mein completing this project.First of all, I would like to pay my heartiest thanks to entire family of HDFC BANK especiallyMr. Himanshu Tandon, Branch manager, who provided me such a wonderful opportunity to doSummer Training and provided their valuable suggestions in understanding the work of ResearchProject.Last but not the least, I would like to thanks all faculties of SMS, Varanasi, who gave me theuseful tips and suggestions regarding project. I would like to thanks my project manager, Mr.Alok Shukla for imparting his valuable guidance to me.Words can never express the deep sense of gratitude, I feel for HDFC BANK employees, whohas been a constant source of inspiration and encouragement for me.Ankita Singh(PGDM 08-10)i
  5. 5. CHAPTER 1- INTRODUCTION1.1 THE TOPIC: “IN WHICH AREA MORE FOCUS MARKETING OR OPERATION”At HDFC Bank, I was assigned with the topic as “In Which Area more focus Marketing orOperation” for my project work. I joined the company as a Personal Banker. The selection of thetopic was to know how the company generates business through them.Personal Banker are those sources of a company who have their own relations and personalcontacts among common public that they use to generate business through.1.2 REASON FOR SELECTION OF THIS TOPIC:The financial sector is one of the booming and increasing sectors in India. The Personal Bankerare one of the most powerful, efficient and effective channel through which the company sales itsvarious types of financial products and company takes operational work also. It is really difficultto convince customers and sell a single product and accomplish operational work. Whereas in myentire project work I found my interest in working in a team, dealing with customers and finallyconvincing them to buy a product.1.3 IMPORTANCE TO THE COMPANY:The ultimate purpose of giving me this topic was to know about the customer’s perceptions aboutthe different products of the bank, and to know about operational process. how these productscan attract them and how the company can generate maximum profit by convincing themthrough personal banker and to better understand customer requirement and to understandoperational methodology.1.4 LEARNING FROM THE STUDY:The process of bank related transaction, bank related various terms, work environment of HDFCBank. Different products and services provided by the bank. Customers’ perception about thedifferent products. The brand image of the bank. What are the problems faced by customer ondaily basis. How to communicate with the customers. Different techniques of dealing with thecustomers. How to convince and convert a customer into a real customer. and at the last how tobetter response to the customer problem.CHAPTER 2-ORGANIZATION PROFILE2.1 COMPANY HISTORY: The Housing Development Finance Corporation Limited (HDFC)was amongst the first to receive an in principle approval from the Reserve Bank of India (RBI)to set up a bank in the private sector, as part of the RBIs liberalization of the Indian BankingIndustry in 1994. The bank was incorporated in August 1994 in the name of HDFC BankLimited, with its registered office in Mumbai, India. HDFC Bank commenced operations as aScheduled Commercial Bank in January 1995.
  6. 6. PROMOTERHDFC is Indias premier housing finance company and enjoys an impeccable track record inIndia as well as in international markets. Since its inception in 1977, the Corporation hasmaintained a consistent and healthy growth in its operations to remain the market leader inmortgages. Its outstanding loan portfolio covers well over a million dwelling units. HDFC hasdeveloped significant expertise in retail mortgage loans to different market segments and also hasa large corporate client base for its housing related credit facilities. With its experience in thefinancial markets, a strong market reputation, large shareholder base and unique consumerfranchise, HDFC was ideally positioned to promote a bank in the Indian environment.BUSINESS FOCUSHDFC Banks mission is to be a World-Class Indian Bank. The objective is to build soundcustomer franchises across distinct businesses so as to be the preferred provider of bankingservices for target retail and wholesale customer segments, and to achieve healthy growth inprofitability, consistent with the banks risk appetite. The bank is committed to maintain thehighest level of ethical standards, professional integrity, corporate governance and regulatorycompliance. HDFC Banks business philosophy is based on four core values - OperationalExcellence, Customer Focus, Product Leadership and People.CAPITAL STRUCTUREThe authorized capital of HDFC Bank is Rs550 crore (Rs5.5 billion). The paid-up capital isRs424.6 crore (Rs.4.2 billion). The HDFC Group holds 19.4% of the banks equity and about17.6% of the equity is held by the ADS Depository (in respect of the banks American DepositoryShares (ADS) Issue). Roughly 28% of the equity is held by Foreign Institutional Investors (FIIs)and the bank has about 570,000 shareholders. The shares are listed on the Stock Exchange,Mumbai and the National Stock Exchange. The banks American Depository Shares are listed onthe New York Stock Exchange (NYSE) under the symbol HDB.
  7. 7. DISTRIBUTION NETWORKHDFC Bank headquartered is in Mumbai. The Bank at present has an enviable network of over1229 branches spread over 444 cities across India. All branches are linked on an online real-timebasis. Customers in over 120 locations are also serviced through Telephone Banking. The Banksexpansion plans take into account the need to have a presence in all major industrial andcommercial centers where its corporate customers are located as well as the need to build astrong retail customer base for both deposits and loan products. Being a clearing/settlement bankto various leading stock exchanges, the Bank has branches in the centers where the NSE/BSE hasa strong and active member base. The Bank also has a network of about over 2526 networkedATMs across these cities. Moreover, HDFC Banks ATM network can be accessed by alldomestic and international Visa/MasterCard, Visa Electron/Maestro, Plus/Cirrus and AmericanExpress Credit/Charge cardholders.STRONG NATIONAL NETWORKWORK PLACE TRANSFORMATION
  8. 8. FIVE “S” PART OF KAIZENFocus on effective work place organizationbelieve in“Small changes lead to large improvement”Every successful organization have their own strategy to win the race in the competitive market.They use some technique and methodology for smooth running of business. HDFC BANK alsoacquired the Japanese technique for smooth running of work and effective work placeorganization.Five ‘S’ Part of Kaizen is the technique which is used in the bank for easy and systematic workplace and eliminating unnecessary things from the work place.BENEFIT OF FIVE “S”• It can be started immediately.• Every one has to participate.• Five “S” is an entirely people driven initiatives.• Brings in concept of ownership.• All wastage are made visible.FIVE ‘S’S-1 SORT SEIRIS-2 SYSTEMATIZE SEITONS-3 SPIC-N-SPAN SEIROS-4 STANDARDIZE SEIKETSUS-5 SUSTAIN SHITSUKE1. SORT:It focus on eliminating unnecessary items from the work place. It is excellent way to free upvaluable floor space. It segregate items as per “require and wanted”.
  9. 9. 2. SYSTEMATIZE:Systematize is focus on efficient and effective Storage method. That means it identify, organizeand arrange retrieval. It largely focus on good labeling and identification practices.Objective: “A place for everything and everything in its place”.3. SPIC- n - SPAN:Spic-n-Span focuses on regular clearing and self inspection. It brings in the sense of ownership.4. STANDERDIZE:It focuses on simplification and standardization. It involves standard rules and policies. Itestablish checklist to facilitate autonomous maintenance of workplace. It assigns responsibilityfor doing various jobs and decides on Five S frequency.5. SUSTAIN:It focuses on defining a new status and standard of organized work place. Sustain means regulartraining to maintain standards developed under S-4. It brings in self- discipline and commitmenttowards workplace organization.COLOR CODINGIn the HDFC BANK each department has their different color coding apply on the different file.Due to this everyone aware about their particular color file which is coding on it and they savetheir valuable time. It is a part of Kaizen and also included in the system of the Five ‘S’. Logicbehind it that, the color coding are always differentiate the things from the similar one.HUMAN RESOURCESThe Bank’s staffing needscontinued to increaseduring the yearDEPARTMENTWelcome DeskPersonal BankerTellerRelationship ManagerBranch ManagerDematOthers
  10. 10. particularly in the retail banking businesses in line with the business growth. Total number ofemployees increased from 14878 as of March31, 2006 to 21477 as of March 31, 2008.The Bankcontinues to focus on training its employees on a continuing basis, both on the job and throughtraining programs conducted by internal and external faculty.The Bank has consistently believed that broader employee ownership of its shares has a positiveimpact on its performance and employee motivation. The Bank’s employee stock option schemeso far covers around 9000 employees.MANAGEMENTMr. Jagdish Capoor took over as the banks Chairman in July 2001. Prior to this, Mr. Capoor wasa Deputy Governor of the Reserve Bank of India. The Managing Director, Mr. Aditya Puri, hasbeen a professional banker for over 25 years and before joining HDFC Bank in 1994 washeading Citibanks operations in Malaysia. The Banks Board of Directors is composed ofeminent individuals with a wealth of experience in public policy, administration, industry andcommercial banking. Senior executives representing HDFC are also on the Board. Seniorbanking professionals with substantial experience in India and abroad head various businessesand functions and report to the Managing Director. Given the professional expertise of themanagement team and the overall focus on recruiting and retaining the best talent in the industry,the bank believes that its people are a significant competitive strength.TECHNOLOGYHDFC Bank operates in a highly automated environment in terms of information technology andcommunication systems. All the banks branches have online connectivity, which enables thebank to offer speedy funds transfer facilities to its customers. Multi-branch access is alsoprovided to retail customers through the branch network and Automated Teller Machines(ATMs). The Bank has made substantial efforts and investments in acquiring the best technologyavailable internationally, to build the infrastructure for a world class bank. The Banks business issupported by scalable and robust systems which ensure that our clients always get the finestservices we offer. The Bank has prioritized its engagement in technology and the internet as oneof its key goals and has already made significant progress inweb-enabling its core businesses. Ineach of its businesses, the Bank has succeeded in leveraging its market position, expertise andtechnology to create a competitive advantage and build market share.HDFC BANK business strategy emphasizes the following:Increase market share in India’s expanding banking and financial services industry byfollowing a disciplined growth strategy focusing on quality and not on quantity and deliveringhigh quality customer service. Leverage our technology platform and open scaleable systems todeliver more products to more customers and to control operating costs. Maintain current highstandards for asset quality through disciplined credit risk management.Develope innovative
  11. 11. products and services that attract the targeted customers and address inefficiencies in the Indianfinancial sector. Continue to develop products and services that reduce bank’s cost of funds.Focus on high earnings growth with low volatility.2.2 PRODUCT SCOPE:HDFC Bank offers a bunch of products and services to meet the every need of the people. Thecompany cares for both, individuals as well as corporate and small and medium enterprises. Forindividuals, the company has a range accounts, investment, and pension scheme, different typesof loans and cards that assist the customers. The customers can choose the suitable one from arange of products which will suit their life-stage and needs. For organizations the company has ahost of customized solutions that range from funded services, Non-funded services, Valueaddition services, Mutual fund etc. These affordable plans apart from providing long term valueto the employees help in enhancing goodwill of the company. The products of the company arecategorized into various sections which are as follows:• Accounts and deposits.• Loans.• Investments and Insurance.• Forex and payment services.• Cards.• Customer center.2.3 PRODUCTS AND SERVICES AT A GLANCE1. PERSONAL BANKING SERVICESA. Accounts & DepositsSavings Account• Regular Savings Account• Savings Plus Account• Savings Max Account• Senior Citizens Account• No Frills Account• Institutional Savings Account• Payroll Salary Account• Classic Salary Account• Regular Salary Account• Premium Salary Account• Defence Salary Account• Kids Advantage Account• Pension Saving Bank Account
  12. 12. • Family Savings Account• Kisan No Frills Savings Account• Kisan Club Savings AccountCurrent Account• Plus Current Account• Trade Current Account• Premium Current Account• Regular Current Account• Apex Current Account• Max Current Account• Reimbursement Current AccountFixed Deposit• Regular Fixed Deposit• Super Saver Account• Sweep-in AccountRecurring DepositDemat AccountSafe Deposit LockerB. Loans• Personal Loans• Home Loans• Two Wheeler Loans• New Car Loans• Used Car Loans• Overdraft against Car• Express Loans• Loan against Securities• Loan against Property• Commercial Vehicle Finance• Working Capital Finance• Construction Equipment FinanceC. Investments & Insurance• Mutual Funds• Insurance• Bonds• Financial Planning• Knowledge Centre• Equities & Derivatives• Mudra Gold Bar
  13. 13. D. Forex Services• Trade Finance• Traveler’s Cheques• Foreign Currency Cash• Foreign Currency Drafts• Foreign Currency Cheque Deposits• Foreign Currency Remittances• Forex Plus CardE. Payment Services• Net Safe• Prepaid Refill• Bill Pay• Direct Pay• Visa Money Transfer• E-Monies Electronic Funds Transfer• Excise & Service Tax PaymentF. Access Your Bank - One View• Insta Alerts• Mobile Banking• ATM• Phone Banking• Branch NetworkG. Cards• Silver Credit Card• Gold Credit Card• Womans Gold Credit Card• Platinum plus Credit Card• Titanium Credit Card• Value plus Credit Card• Health plus Credit Card• HDFC Bank Idea Silver Card• HDFC Bank Idea Gold Card2. WHOLESALE BANKING SERVICES• Funded Services• Non Funded Services• Value Added Services• Internet Banking• Clearing Sub-Membership
  14. 14. • RTGS – sub membership• Fund Transfer• ATM Tie-ups• Corporate Salary a/c• Tax Collection• Financial Institutions• Mutual Funds• Stock Brokers• Insurance Companies• Commodities Business• Trusts3. NRI BANKING SERVICES• Rupee Saving a/c• Rupee Current a/c• Rupee Fixed Deposits• Foreign Currency Deposits• Accounts for Returning Indians• Payment Services• Net Safe• Bill Pay• Insta Pay• Direct Pay• Visa Money• Online Donation• Remittances2.4 MILESTONES IN THE HISTORYHDFC Bank began its operations in 1995 with a simple mission to be a "World-class IndianBank". They realized that only a single-minded focus on product quality and service excellencewould help us get there. Today, they are proud to say that they are well on our way towards thatgoal. It is extremely gratifying that their efforts towards providing customer convenience havebeen appreciated both nationally and internationally.2009
  15. 15. Asia Money 2009 AwardsBest Domestic Bank inIndiaIBA Banking Technology Awards 2009Best IT Governance Award -Runner upGlobal Finance AwardBest Trade Finance Bank inIndia for 2009IDRBT Banking TechnologyExcellence Award 2008Best IT Governance andValue DeliveryAsian Banker Excellence in RetailFinancial ServicesAsian Banker Best RetailBank in India Award 2009 2008
  16. 16. Finance Asia Country Awards forAchievement 2008Best Bank and Best CashManagement BankCNN-IBNIndian of the Year (Business)Nasscom IT User Award 2008Best IT Adoption in the BankingSectorBusiness IndiaBest Bank 2008Forbes AsiaFab 50 companies in Asia PacificAsian Banker Excellence in RetailFinancial ServicesBest Retail Bank 2008AsiamoneyBest local Cash Management BankAward voted by CorporatesMicrosoft & Indian Express GroupSecurity Strategist Award 2008World Trade Center Award of honourFor outstanding contribution tointernational trade services.Business Today-Monitor Group surveyOne of Indias "Most InnovativeCompanies"Financial Express-Ernst & YoungAwardBest Bank Award in the PrivateSector category
  17. 17. 2007Dun & Bradstreet – American ExpressCorporate Best Bank Award 2007Corporate Best Bank AwardThe Bombay Stock Exchange andNasscom Foundations Business forSocial Responsibility Awards 2007Best Corporate SocialResponsibility Practice AwardOutlook Money & NDTV ProfitBest Bank Award in the Privatesector category.The Asian Banker Excellence in RetailFinancial Services AwardsBest Retail Bank in IndiaAsian BankerOur Managing Director Aditya Puriwins the Leadership AchievementAward for India2.5 MERGER
  18. 18. HDFC Bank and Centurion Bank of Punjab merger at share swap ratio of 1:29 The Boards ofHDFC Bank and Centurion Bank of Punjab met on 25 February, 2008 and approved, subject todue diligence, the share swap ratio for the proposed merger of Centurion Bank of Punjab withHDFC Bank. The Scheme of Amalgamation envisages a share exchange ratio of one share ofHDFC Bank for twenty nine shares of Centurion Bank of Punjab. The combined entity wouldhave a nationwide network of 1,148 branches (the largest amongst private sector Banks) a strongdeposit base of around Rs. 1,200 billion and net advances of around Rs. 850billion. The balancesheet size of the combined entity would be over Rs. 1,500 billion. Commenting on the proposedmerger, Mr. Deepak Parekh, Chairman, HDFC said, “We were amongst the first to get a bankinglicense, the first to do a merger in the private sector with Times Bank in 1999, and now if thisdeal happens, it would be the largest merger in the private sector banking space in India. HDFCBank was looking for an appropriate merger opportunity that would add scale, geography andexperienced staff to its franchise. This opportunity arose and we thought it is an attractive routeto supplement HDFC Bank’s organic growth. We believe that Centurion Bank of Punjab wouldbe the right fit in terms of culture, strategic intent and approach to business.” Mr. Aditya Puri,Managing Director, HDFC Bank said, “These are exciting times for the Indian banking industry.The proposed merger will position the combined entity to significantly exploit opportunities in amarket globally recognized as one of the fastest growing. I’m particularly bullish about thepotential of business synergies and cultural fit between the two organizations. The combinedentity will be an even greater force in the market.” Mr. Rana Talwar, Chairman, Centurion Bankof Punjab stated, “Over the last few years, Centurion Bank ofPunjab has set benchmarks for growth. The bank today has alarge nationwide network, an extremely valuable franchise,7,500talented employees, and strong leadership positions in the market place. I believe that the mergerwith HDFC Bank will create a world class bank in quality and scale and will set the stage tocompete with banks both locally as well on a global level.”Mr. Shailendra Bhandari, Managing Director and CEO, Centurion Bank of Punjab said, “We areextremely pleased to receive the go ahead from our board to pursue this opportunity. A mergerbetween the banks provides significant synergies to the combined entity. The proposed mergerwould further improve the franchise and customer proposition offered by the individual banks.”2.6 QUALITY POLICYSECURITY: The bank provides long term financial security to their policy. The bank does thisby offering life insurance and pension products.TRUST: The bank appreciates the trust placed by their policy holders in the bank. Hence, it willaim to manage their investments very carefully and live up to this trust.INNOVATION: Recognizing the different needs of our customers, the bank offers a range ofinnovative products to meet these needs.
  19. 19. INTEGRITY CUSTOMER CENTRIC PEOPLE CARE “ONE FOR ALL AND ALL FOR ONE”TEAM WORK JOY AND SIMPLICITYCHAPTER 3- RESEARCH OBJECTIVES AND SCOPE OF RESEARCH PROJECT3.1 PROBLEM DEFINATION:Personal Banker were with good background human being and through rigorous process ofrecruitment but still not able to perform up to the expectation level of company, HR is not able tosort out the problem why the performance is not coming even after giving the full marketing andoperational support. The communication technique and dealing with the customers is also aproblem to the personal banker.3.2 OBJECTIVES OF RESEARCH PROJECT:3.2.1 PRIMARY OBJECTIVES:• To acquire new customer by convincing them and to promote the benefits of those whichare provided by the bank.• To find the different way of convincing customers.• To study brand image of the bank.• To increase the business of the bank.3.2.2 SECONDARY OBJECTIVES:• To determine the need and purpose of a personal banker.• To understand the deciding criteria for people to become a personal banker.• To offer suggestions based upon the findings.3.3 PRODUCT SCOPE:Studying the increasing business scope of the bank. Market segmentation to find the potentialcustomers for the bank. To study how the various products are positioned in the market.Corporate marketing of products. Customers’ perception on the various products of the bank.CHAPTER 4- RESEARCH METHODOLOGY AND LIMITATIONSAll the findings and conclusions obtained are based on the survey done in the working areawithin the time limit. I tried to select the sample representative of the whole group during mysummer training. I have collected data from people linked with different professional atGorakhpur.4.1 RESEARCH PLAN:
  20. 20. 4.1.1. PRELIMINARY INVESTIGATION:• In which data on the situation surrounding the problems shall be gathered to arrive at.• The correct definition of the problem. An understanding of its environment.4.1.2. EXPLORATORY STUDY:To determine the approximate area where the problem lies.4.2 RESEARCH DESIGN:Research was initiated by examining the secondary data to gain insight into the problem. Byanalyzing the secondary data, the study aim is to explore the short comings of the present systemand primary data will help to validate the analysis of secondary data besides on unrevealing theareas which calls for improvement.4.2.1 DEVELOPING THE RESEARCH PLAN:The data for this research project has been collected through self Administration. Due to timelimitation and other constraints direct personal interviewmethod is used. A structured questionnaire was framed as it isless time consuming, generates specific and to the pointinformation, easier to tabulate and interpret. Moreover respondents prefer to give direct answers.In questionnaires open ended and closed ended, both the types of questions has been used.4.2.2 COLLECTION OF DATA:1: SECONDARY DATA: It was collected from internal sources. The secondary data wascollected on the basis of organizational file, official records, news papers, magazines,management books, preserved information in the company’s database and website of thecompany.2: PRIMARY DATA: All the people from different profession were personally visited andinterviewed. They were the main source of Primary data. The method of collection of primarydata was direct personal interview through a structured questionnaire.4.3 SAMPLING PLAN: Since it is not possible to study whole universe, it becomes necessaryto take sample from the universe to know about its characteristics.• Sampling Units: Different professionals. Chartered Accountants, Tax Consultants,Lawyers, Business Man, Professionals and House Wives of Gorakhpur.• Sample Technique: Random Sampling.
  21. 21. • Research Instrument: Structured Questionnaire.• Contact Method: Personal Interview.4.4 SAMPLE SIZE: My sample size for this project was 50 respondents. Since it was notpossible to cover the whole universe in the available time period, it was necessary for me to takea sample size of 50 respondents.4.5 DATA COLLECTION INSTRUMENT DEVELOPMENT: The mode of collection ofdata will be based on Survey Method and Field Activity. Primary data collection will base onpersonal interview. I have prepared the questionnaire according to the necessity of the data to becollected.4.6 RESEARCH LIMITATIONS:It was not possible to understand thoroughly about the different marketing aspects of theFinancial Consultant within 60 days. As stipend, money was not given it was difficult to continuethe project work. All the work was limited in some limited areas of Gorakhpur so the findingsshould not be generalized. The area of research was Gorakhpur and it was too vast an area tocover within 60 days.CHAPTER 5-DATA ANALYSIS, INTERPRETATIONAND PRESENTATIONQ1.Your Age?Ans.1. 18-23 Years 10 Person2. 24-29 Years 20 Person3. 30-35 Years 10 Person4. 35 Years and above 10 Person Base 50 respondents :Interpretation From above response it can be seen that• 20% respondent’s age are 18 to 23 years.• 35% respondent’s age are 24 to 29 years.• 30% respondent’s age are 30 to 35 years.• 15% respondent’s age are 35 to above years.Q2. Marital Status?. • Married □ • Single □No. of Children: __________Ans.
  22. 22. • Married 32 Person• Single 18 Person• No. of Children NilInterpretation From above response it can be seen that• 70% respondents are married.• 30% respondents are unmarried.Q3. Educational Qualification?• Undergraduate □• Graduate □• Postgraduate □9Ans.• Undergraduate 10 Person• Graduate 22 Person• Postgraduate 18 PersonInterpretation From above response it can be seen that.• 25% respondents are Under graduate.• 40% respondents are Graduate.• 35% respondents are Post graduate.Q4. Number Of year’s Are You in Gorakhpur?• Less than five year’s □• More than five year’s □Ans.• Less than five year’s 17 Person• More than five year’s 33 PersonInterpretation From above response it can be seen that.• 39% respondents are in Gorakhpur for less than five years.• 61% respondents are in Gorakhpur for more than five years.Q5. Your Occupation?• Business• Profession• ServiceAns.• Business 13 Person• Profession 17 Person• Service 20 PersonInterpretation From above response it can be seen that.• 20% respondents Occupation is Business.• 26% respondents Occupation is Profession.• 54% respondents Occupation is Service.
  23. 23. Q6. Your annual household income?• Less than 2 lacs• Between 2 to 5 lacs• Between 5to 8 lacs• More than 8 lacsAns.• Less than 2 lacs 32 Person• Between 2 to 5 lacs 13 Person• Between 5to 8 lacs 3 Person• More than 8 lacs 2 PersonInterpretation From above response it can be seen that.• 49% respondent’s annual household income is less than 2 lacs.• 31% respondent’s annual household income is between 2 to 5 lacs.• 15% respondent’s annual household income is between 5 to 8 lacs.• 5% respondent’s annual household income is more than 8 lacs.Q7. What is your perception about different products/services provided by HDFC bank?• Lucrative □• Not lucrative □• No idea □Ans.• Lucrative 12 Person• Not lucrative 33 Person• No idea 5 PersonInterpretation From above response it can be seen that.• 25% respondent’s perception about different products is lucrative.• 60% respondent’s perception about differentproducts is not lucrative.• 15% respondent’s have no idea.Q8. Do you want to open an account with HDFC bank?• Yes• No• Will tell laterAns.• Yes 8 Person• No 5 Person• Will tell later 37 PersonInterpretation From above response it can be seen that.• 80% respondents are not interested to open an account with the bank.• 5% respondents are interested to open an account with the bank.• 15% of the respondents say that they will tell later.
  24. 24. Q9. Do you have all the documents which are required to open an account?• Yes• NoAns.• Yes 15 Person• No 35 PersonInterpretation From above response it can be seen that.• 60% respondents have all the documents which are required to open an account with thebank.• 25% respondents do not have all the documents which are required to open an accountwith the bankQ10. Are you aware that the bank provides you free phone banking & net banking services. Ifyou open a new savings account with HDFC bank?• Yes □• No □Ans.• Yes 32 Person• No 18 PersonInterpretation From above response it can be seen that• 20% respondents are aware of it.• 40% respondents are not aware of it.Q11.Are you aware of different terms and conditions which are very much essential to maintainan account at HDFC Bank?• Yes □• No □Ans.• Yes 15 Person• No 35 PersonInterpretation From above response it can be seen that.• 12% respondents are familiar with different terms and conditions which are very muchessential to maintain account with the bank.• 88% respondents have no idea about it.Q13. Do you know about HDFC Bank’s recruitment policies related to personal banker?• Yes □• No □Ans.• Yes 38 Person• No 12 PersonInterpretation From above response it can be seen that.
  25. 25. • 41% respondents are known about HDFC Bank’s recruitment policies related to personalbanker.• 59% respondents are not known about HDFC Bank’s recruitment policies related topersonal banker.CHAPTER 6- CONCLUSIONS AND SUGGESTIONS6.1 CONCLUSIONS:HDFC Bank, the banking arm of HDFC is expected to go on stream. The bank already has goodnumber of employees on board and is recruiting personal banker heavily to take the headcount tomany more. It is on the brim of increasing its customers through its attractive schemes and offer.The project opportunities provided was market segmentation and identifying prospectivecustomers in potential geographical location and convincing them to attract more customers sothat new business opportunities of the bank can be explored. Through this project, it could beconcluded that people are not much aware about the various products of the bank and many ofthem not interested to open an account, to invest money at all. services was considered asunsought good which require hard core selling, but in changing trend in income and peoplebecoming financially literate, the demand for banking sector is increasing day by day.So, at last the conclusion is that there is tough competition ahead for the company from its majorcompetitors in the banking sector. Last but not the least I would like to thank HDFC Bank forgiving me an opportunity to work in the field of Marketing and Operation. I hope the companyfinds my analysis relevant.6.2 SUGGESTIONS:Finally some recommendations for the company are as fallows:-• To make people aware about the benefit of becoming a customer of HDFC Bank,following activities of advertisement should be done through1. Print Media. 2. Hoarding & Banners.3. Stalls in Trade Fares 4. Distribution of leaflets containing details information.Other facilities must be provide to the customer:• The bank should provide life time valid ATM card to all its customers.
  26. 26. • Minimum balance for savings account should be reduced from Rs 10000 to Rs 1000, sothat people who are not financially strong enough can maintain their account properly.• The company should provide a pass book to all its customers.• Make people understand about the various benefits of its products.• Company should organize the program in the society, so that people will be aware aboutthe company and different products of the bank.• Company should open more branches in different cities.CHAPTER 7- LIMITATIONSEvery work has its own limitation. Limitations are extent to which the process should notexceed. Limitations of this project are:• The project was constrained by time limit of two months.• Mindset of people may very depending upon their age, gender, income etc.• Getting appointment from the concern person was very difficult.• People mind set about the survey was obstacles in acquiring complete Respondents werevery busy in their schedule. So it was very time consuming for information & positiveinteraction, them to answer all the questions properly.
  27. 27. ANNEXURES1. QUESTIONNAIREDearSir/Madam,Name: ………………………………………………………………………..Address: ……………………………………………………………………..Contact No :®………………( O)……………… (M)………………………City: ………...............Pin: ………………….State: ………………………I am a student of Mangalmay Institute of Management Studies presently doing a project on“INWHICH AREA MORE FOCUS MARKETING OR OPERATION”.I request you to kindlyfill the questionnaire below and I assure you that the data generated shall be kept confidential.1. Your Age: ____________________2. Education Qualification.1. Undergraduate □2. Graduate □3. Postgraduate □3. Marital Status .• Married □• Single □No. of Children: __________4. Number Of year’s Are You in Gorakhpur.• Less than five year’s □• More than five year’s □5. Occupation.• Business• Profession• Service(Please mention below the type of business/profession you are in incase of service pleasemention your organization name and designation)6.Your annual household income.• <than 2 lack □• Between 2 to 5 lack □• Between 5 to 8 lack □• >than 8 lack □7. What is your perception about different products and services offered by HDFC Bank?
  28. 28. • Lucrative □• Not lucrative □• No idea □9. Do you want to open an savings account with HDFC Bank?• Lucrative □• Not lucrative □• No idea □10. Do you have all the documents which are required to open an account?• Yes □• No □11. Are you aware of that HDFC Bank provide you free phone banking & net banking services.If you open a new savings account with HDFC bank?• yes □• No □12. Are you aware of different terms and conditions which are very much essential to maintain anaccount at HDFC Bank?• Yes □• No □13. Do you know about HDFC Bank’s recruitment policies related to personal banker?• Yes □• No □Date:Place: SignatureThank You
  29. 29. BIBLIOGRAPHY1. BOOKSMarketing Management (10thEdition), Marketing Management (3rdEdition), ResearchMethodology (2ndEdition), Research Methodology(3rdEdition).AUTHORS: Philip Kotler ,V.S. Ramaswamy, C.R.Kothary, S.P. Kasande2. NEWS PAPERS • Times of India • Financial Express3. WEBSITESwww.hdfcbank.com, www.google.com

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