This project report summarizes a study on the level of customer satisfaction with corporate facility services in Delhi/NCR. The report outlines the research methodology used, which included mapping industrial areas in Delhi/NCR and surveying 100 employees across various industries. Key findings from the corporate analysis include that private banks have the largest market share of 55% for providing facility services. The consumer analysis found that 52% of respondents would prefer ICICI for its large ATM network and customer service. Most respondents were between the ages of 26-30 and earned salaries between Rs. 16,000-20,000 per month.

1. Project Report
On
CORPORATE BANKING
And
Level of customer satisfaction on corporate
salary accounts
SUBMITTED TO:
Dr. Indrani Bhattacharjee
Faculty Guide
SUBMITTED BY:
Jaiprakash Singh
Roll No.-1311470008
INSTITUTE OF PROFESSIONAL EXCELLENCE & MANAGEMENT
GHAZIABAD

2. PREFACE
After completion of two semesters of MBA from I.P.E.M. College
Ghaziabad, I joined HDFC Bank Limited. For My summer training project
for the duration of 6 Weeks. Where I was expected to report Mr.Darpan
Sharma who was my project guide from the company.
The topic of my project was “CORPORATE BANKING And Level of
Customer Satisfaction on Corporate Salary Accounts”
It was totally different topic for me. I can say it’s a combination of
marketing and finance.
During this project I got some real time experience of the Banking industry
what the industry is all about and how it functions.
It was really a very nice experience for me and many more things I learned
during this project.
I thank my whole faculty for providing me this opportunity.

3. ACKNOWLEDGEMENT
In pursuit of MBA degree, summer internship is a critical component of the
entire package. I would first like to express my gratitude to HDFC Bank’s
management for giving me an opportunity to be a part of their esteem
organization.
HDFC Bank Limited has given me the opportunity to gain invaluable
experience under the guidance of Mr.Darpan Sharma(Manager-Corporate
sales)His continuous support and cooperation along with his valuable in
hand experience in Corporate banking provided me with the conceptual
understanding and practical approach to work efficiently for this project. The
constant support rendered not only by him, but the entire corporate salary
account family is praiseworthy.
I would also like to acknowledge the assistance and counsel provided by Dr
Indrani , Faculty I.P.EM., Ghaziabad .Her constant guidance and assistance
helped me in giving a shape to my project.
The present report is an amalgamation of our thoughts and our efforts to
study the present banking and market potential for the sale of corporate
salary accounts.
JAIPRAKSH SINGH

4. UNDERTAKING
I JAIPRAKSH SINGH, pursuing MBA from INSTITUTE OF
PROFESSIONAL EXCELLENCE AND MANAGEMENT GHAZIABAD
declare that the Summer Training I performed on the topic of
CORPORATE BANKING And Level of Customer Satisfaction on
Corporate Salary Accounts
in “HDFC Bank Limited” is purely authentic & proper.
I submitted a detailed report of my working in HDFC Bank Limited
which is proper on the recorded data and which I achieved during my
dissertation. I declare that the report is purely authentic and true.
(JAIPRAKASH SINGH)

5. PART- I
CONTENTS Page No.
• History of HDFC Bank
• Vision and Mission of the Organisation
• Performance
• Products/Services

7. HISTORY OF HDFC BANK
HDFC Bank Limited is an Indian banking and financial services company
headquartered in Mumbai, Maharashtra.
It is the fifth largest bank in India by assets, incorporated in 1994.It is the largest
private sector bank in India by market capitalization as of 24 February 2014.
As on Jan 2 2014, the market cap value of HDFC was around USD 26.88B, as
compared to Credit Suisse Group with USD 47.63B.
The bank was promoted by
the Housing Development Finance Corporation a premier housing finance
company (set up in 1977) of India
As of 31 March 2013, the bank had assets of INR 4.08 trillion.For the fiscal year
2012-13, the bank has reported net profit of INR 69 billion up 31% from the
previous fiscal year. Its customer base stood at 28.7 million customers on 31
March 2013.
HDFC Bank provides a range of commercial and transactional banking services,
including working capital finance, trade services, transactional services, cash
management, etc. to large, small and mid-sized corporates and agriculture-based
businesses in India.
The bank is also a leading provider of these services to its corporate customers,
mutual funds, stock exchange members and banks

8. Vision and Mission of the Organization
Vision:
To be customer driven best managed enterprise that enjoys market leadership in
providing housing related finance.
Mission:
To provide a package of attractive financial services for housing purposes
through a competent
Motivated team of employees using the state of the art technology to maintain
financial stability
Growth of the organization whilst contributing to the national goal of providing
decent housing to all

9. PART- II
CONTENTS PageNo.
• Objective 42
• Research Methodology 44
• Analysis 50
• Corporate analysis 50
• Consumer analysis 53
• SWOT analysis 65
• Findings 71
• Conclusion 82
• Recommendations 83
• Limitations of the Study 84
• Annexure 85

10. • Bibliography 87

11. Introduction to Project
The project named as Level of “customer satisfaction on Facility
services” suggests aims to know the satisfaction level of employees on
various services. Two types of schemes are selected for the purpose
of analysis. The very first part of analysis is to go out in the companies
and find out to which Facility services the company is associated.
OBJECTIVE:
 Understanding the market
 Understanding the consumer behavior
 To gain an insight into the forms of market communication
through personal sell
 Applications of the various techniques of personnel for
selling the company’s products

12.  Understanding the customer needs and preferences through
the conduct of surveys
As the name suggest, this project aims at finding out the satisfaction
level of employees on various services offered by Company on facility
services. Project aims at understanding how customer relationship
marketing can go a long way from just focusing on transactions to
building long term profitable customer relationships. The project is also
aimed at understanding the marketing management of the services of
the company, and how designing an effective marketing
communication mix helps the marketer to attract, persuade, urge and
remind customers of the company’s brands.
Need of the Services:
Services industry are going to set their stance in most of the area in Delhi/NCR
for that purpose it wants to have the whole idea of the industrial areas bit by bit of
the Delhi/NCR. That purpose requires the database of all industrial areas running
in Delhi/NCR. The work starts with mapping the areas plot wise with details of
each and every plot i.e.it is empty or under construction or some company is
running.
If it is under the construction get the details of the companies which would find
their place in that construction area. If the company is running get the details of

13. company phone no, visiting card or the number of services head to which the
company can contact in future.
This project also wants to know the potential of particular area or a company
RESEARCH METHODOLOGY
As per the project defined I established a plan that had outlined the investigation
that was carried out as well as it helped me mapping the Delhi/NCR area The
research design is based on
What?
Mapping of Delhi/NCR Area.
To start the project the very first thing that I accounted was to figure out the
places wher the industries are located. For that I took the map and marked the
places which was to be visited.
Where?
Corporates,Business parks, industrial areas

14. The places which I visited were mostly the corporate business parks and
industrial areas.Apart from this I also figure out the buildings which were
under construction and where there was the possibility of future
establishments of companies
PLACES VISITED
• Global Business park
• Infinity Towers
• Signature Towers
• Corporate Park
• Unitech Park
• Central Plaza
• Centrum Plaza
• Orchid Plaza
• Orchid Square
• Sector-18 Electronic City
• Sector 32
• Udhyog Vihar

15. When?
• I did the survey in the month of February and March and apart from this
carried out Customer relationship Management
Why?
• Geographical location of companies
At the start of the Project I was asked to go out in the existing companies
as well as the companies which are about to exist in buildings which are
under construction.There I was asked to find out to which company is
associated for facility services.For that I chose the location of the
companies i.e.Industrial areas,corporate parks where large number of
companies exist.
• Exploring Business Potential of Consumer interest in Corporate
Facility companies are going to set their stance in most of the area in
Delhi/NCR for that purpose it wants to have the whole idea of the
industrial areas bit by bit of the Delhi/NCR. That purpose requires the
database of all industrial areas running in Delhi/NCR. The work starts with
mapping the areas plot wise with details of each and every plot i.e.it is
empty or under construction or some company is running.
If it is under the construction get the details of the companies which would
find their place in that construction area. If the company is running get the

16. details of company phone no, visiting card or the number of services head
to which the company can contact in future.
Who?
Companies in Delhi/NCR Industrial area
The first and foremost thing that was striking my mind was whom to survey.The
answer to this question was to survey large,medium and small scale industries
which are located in various business parks and industrial areas far from city.
How?
• The project aims to create awareness about the Facility services and to
analyze the parameters and services offered to corporate on facility
management. Following methodology will be adopted to fulfill the
objectives:
Data collection: An in depth knowledge of the facility management in the
company is essential and therefore all available information related to corporate
facility services will be collected through internet, brochures, catalogues,
magazines, reports of previous years, various books about facility industry and
services and interaction with the project guide and other staff in the office.
Designing the survey: A survey will be conducted to find the response of
customer’s in corporate. To carry the survey the questionnaires is to be designed

17. to know the response of employees on the services offered by R.D.Facility in
comparison to other company. After that the papers filled by the customers will
be analyzed and conclusion will be drawn to reach to a particular outcome
SURVEY TECHNIQUE
I used survey technique as it involves the collection of primary data about
subjects, usually by selecting a representative sample of the population or
universe under study, through the use of a questionnaire. It is a very popular
since many different types of information can be collected, including attitudinal,
motivational, behavioral and perceptive aspects. It allows for standardization and
uniformity both in questions asked and in the method of approaching subjects,
making it far easier to compare and contrast answers by respondent group. It
also ensures reliability than some other techniques.
If properly designed and implemented ,surveys can be an efficient and accurate
means of determining information about a given population Results can be

18. provided relatively quickly, and depending on the sample size and methodology
chosen, they are relatively inexpensive.
As I had only a short period of time to cover such big areas so it was a better
technique as I can first find out the population and then select a sample from that
population on a random basis.
In survey technique I preferred in person interview survey. As face to face
interviews are a direct communication so, it provided us opportunities for
feedback from the respondent, which was a distinct advantage Not only there
was an opportunity to reassure that the respondent was actively participating, but
also I could clarify certain instructions or questions also had the opportunity to
probe answers by asking the respondent to clarify or expand on a specific
response. I supplement answers by recording our own observations, for instance
there is no need to ask the respondent’s companies phone etc
Sample plan and specifications
To start the Project there should be an ideal sample size and specifications so
that it could be achieved in required time.To accomplish the project the very first
thing that strike in my mind was the ideal sample size of the employees to be
surveyed. To derive accurate and real findings it was mandatory to take the
sample size of around 50.But due to limitation of time I was able to survey
around 100 employees.
Industries covered
• Entertainment industry
• BPOs

19. • Residency apartment
• Commercial complex
• Manufacturing units
• Hospitality management
• Pharmacy.
Apart from this I had surveyed 65 companies to just find out to which services
industry is associated for corporate facility services. Following this I had also
filled up the forms of new recruiters in the companies which numbered around
ANALYSIS
CORPORATE ANALYSIS
The project named as Level of “customer satisfaction on corporate
facility management” suggests aims to know the satisfaction level of
employees on various services . Two types of schemes are selected
for the purpose of analysis. The very first part of analysis is to go out in
the companies and find out to which service the company is
associated.

20. PURPOSE:
 Understanding the market
 Understanding the consumer behavior
 To gain an insight into the forms of market communication
through personal sell
 Applications of the various techniques of personnel for
selling the company’s services
 Understanding the customer needs and preferences through
the conduct of surveys
As the name suggest, this project aims at finding out the satisfaction
level of employees on various services offered by the company on
facility management. Project aims at understanding how customer
relationship marketing can go a long way from just focusing on

21. transactions to building long term profitable customer relationships.
The project is also aimed at understanding the marketing management
of the services of the company, and how designing an effective
marketing communication mix helps the marketer to attract, persuade,
urge and remind customers of the company’s brands.
During the course of the Project I had visited around 65 companies. My
work was to find out to which services the companies are associated
for corporate facilities
Market share of companies for facility services

22. After visiting around 65 companies what I figured out is that the market share of
different companies in corporate facility services from 65 companies of which PCI
leads with 21%,followed by HDFC with 18%.citibank with 17%,HSBC with
12%,StanC with 10%,Axis and ABN AMRO with 6%and other banks which
includes Bank of Baroda,Bank of America,Bank of India,SBI,ING Vysya
constitutes 10%. .

23. Type Of Bank to Which Companies are associated
.
The above chart depicts that the companies that were associated to different
Banks constituted Foreign,Private as well as Nationalized.Out of which Private
Banks lead with 55 %,foreign Banks with 38% and only 7 % constitute
Nationalized Banks

24. CONSUMER ANALYSIS
The Project also covered the analysis of level of customer satisfaction on
corporate facility services. For this project to be accomplishes a suitable
questionnaire was formed to know the inputs from the employees working in the
organization’s. Survey around 100 employees was done working in different
organizations and were asked to fill the questionnaire containing 14 questions.
According to the response of the employees the study has been done findings
has been calculated.To carry out the consumer analysis a suitable questionnaire
was designed to figure out the appropriate findings and response from
consumers.

25. Does the process of getting a services in R.D.Facilty is
Simple Difficult Complex Time consuming
When this question was put up against the emplyoee there was 100 % response
that the process of getting a services is simple.
That’s because.to open a services it requires only 1 photo,1 ID proof Which may
be the Driving license,Passport,Election Voter ID,Ration card,PAN proof.If there
is no PAN proff the form 60 signed by the emplyoee is mandatory.

26. Do you get adequate response to your queries in R.D.Facility?
Instantly after some time too much time Never
The response to the above question resulted in 47% saying after some time,38%
saying that our response to the problems take too much time and only 15 %
saying that our problems get solved instantly.

27. If given choice, which company will you prefer for Facility
services?
HDFC ICICI Standard Chartered HSBC
Any other please specify
When asked about their preference towards bank if given choice between tha
banks a huge 52% said they would go for ICICI,18% said they would like to have

28. HDFC and only 21% said they would prefer either citibank AND 9% voted for
stanc..The reason for the more inclination towards ICICI was that they have got a
large network covering wide ATM/s.There earlier response of ICICI was much
better.they got adequare response from customer care.When asked why they
won’t prefer HDFC the answer was simple lack of customer response and no
third party transaction.
In which income group do you fall?
5000-10000 11000-15000 16000-20000 21000&above
When asked about the income group of the persons in the organization 27%
were those whose salary exceed 21000 & above,55% were those whose salaries

29. were ranging between 16000-20000,13% were those whose salary ranges
between 5000-10000 and only 5% covered 11000-15000.
In which age group do you fall?
20-25 26-30 30-40 41&above

30. When asked about the age group of the persons 75% were in the range of 26-
30,while only 13% were in 20-25 and 12% in30-40.While no one was in the range
of 41 & above.
Do you have any preference for any other company?
Yes No

31. The above question when shooted to the corporate person whethr thay have any
preference for any other company,a huge mass of 88% told that they won’t prefer
any other company,while 12% told that they would go for any other company
Which service you avail frequently?
Online banking phone banking ATM’s Transaction
Credit Card

32. When the emplyoees were asked that which service they avail frequently,84% went for
ATM’s transaction,11% used online banking service while only 5% used phone banking
and credit card.
Why do you prefer other banks over HDFC?
Better services Minimum Balance account wide ATM
network

33. The response to the above question was that 94 % prefered better services as
the main reason behind the preference over HDFC.Only 2 and 4% constituted to
minimum balance account and wide ATM network respectively.When asked what
were those services the answer to this was they believe that banks other than
HDFc provides better services in terms of customer response.
How would you rate your existing corporate banking
relationship?
Dissatisfied Somewhat satisfied Average

34. Delighted
When asked how would you rate your existing corporate banking relationship.the
response of the emplyoees was pretty much close to average.87% said banking
was average5% were delighted with the service of HDFC,while 8% were some
what satisfied eith the service while only 4% were dissatisfied.
What’s your perception about the brand image of HDFC?

35. Very Good Good Fair Average
In the above pie-chart it is clearly visible that 74% believes that the brand image
is good.while 19 % says it is fair and only a miniscule 7% says that brand image
is very good.

36. At what level would you rate the behavior of HDFC employees?
Good praise worthy Rude
When asked at what level would you rate the behaviour of HDFC emplyoees the
response was 89% as good and 7% as praiseworthy and 4% said that HDFc
emplyoees are rude.
SWOT ANALYSIS
After Going Through the detailed process of analyzing market, available brands,
and the analysis is as follows
I have used the SWOT technique as my benchmark in a variety of areas: making
major decisions, recommending a strategy for a client, or even simply
understanding a company’s operation. In a business context it can often offer
valuable guidance and insight.
Strengths (Internal):

37. • What does the company do well?
• What are its assets?
• What advantages does the company have over its competitors?
Weaknesses (Internal):
• Why is the company for sale?
• What is done badly?
• Why is it losing money?
• How might a change in ownership affect the staff?
Opportunities (External):
• What has the competition missed?
• What are the emerging needs of the customer?

38. • What should this company be doing better?
Threats (External):
• Are the company’s competitors getting stronger?
• Will a change in ownership be perceived negatively by vendors and
customers?
• Does the company have cash to fund research and development?
• Will it be possible to retain key employees after the sale?
STRENGTHS:
• Large share of low-cost deposits, higher net interest margin.
• Better quality of assets, NPA of 0.4 per cent.
• Free float available, FIIs can buy its stock.
• Higher profitability
• Associated with top 50 Corporate

39. • Brand image is good
• Well-conceived functional area strategies
• Innovative programs/services
• Good overall reputation?
• Insulated (at least somewhat) from strong competitive pressures?
• Competitive advantages
• Proven management
• A distinctive competence
• Adequate financial resources
• Good contacts/relations
• Good competitive skills
• Special expertise
•
HDFC Bank has a focused strategy for its retail business. The Bank is in the
process of acquiring customers aggressively and has identified its target
customers according to the potential existing among different groups.
Importantly, the focus is more on profitability than on garnering market share.
Currently, the Bank has 3.1mn retail accounts that is, a YoY growth of 40%. The
Bank is using its technology platform and is in a high capex phase to increase its
reach in its bid to access customers, cross sell its products and reduce their
transaction costs.

40. Core Banking Solution in place
HDFC Bank has one of the best technology platforms in the Indian
banking sector, which allows it to generate a strong MIS, do data mining
and cross sell products.
The usage of alternate channels is allowing it to reduce transaction costs
Weakness
• Marginal international presence.
Not very aggressive in M&A space, growing only organically.
Uncaptured market in international and rural business.
• Not Well-established subsidiaries in life and non-life insurance and AMC
business.
• Weak bench-strength.
• Size is less as compared to other top notch banks such as ICICI.
• No clear strategic direction.
• A deteriorating competitive position.
• Lack of managerial depth and talent.
• Missing any key skills or competencies.
• Poor track record in implementing strategy.
• Plagued with internal operating problems.

41. • Vulnerable to competitive pressures.
• Unable to finance needed changes in strategy.
Opportunities
 Vast uncovered and untapped market.
 Rapidly Growing Market.
 Many MNC’s will come into existence.

42.  Large number of employment opportunities will lead to new
opening of accounts
 Enter new markets or segments
 Expand services to meet broader range of customer needs
 Diversity into related services
 Complacency
 Fast market growth
 Weak competitors
Threats
• Stiff completion from other Banks especially ICICI
• Difficult to differentiate on same platform
• Many new Banks are coming into existence
• Slow market growth
• Adverse government policies
• Growing competitive pressures
• Vulnerability to recession and business cycle
• Adverse demographic changes
• Deviation of Existing Customers towards other Banks
FINDINGS

43. RELATION BETWEEN THE AGE GROUP AND BANK
PREFERENCE
The above graph depicts the relation between the age group and there
preferences towards bank if suitable choice is assigned to them.The above figure
shows that in the age group of 20-25 only 2 prefered HDFC,9 preferedICICI and
2 citibank,while no one opted for Stanc.In the age group of 26-30,23 prefered
HDFC,11 stanc,68 ICICI and 29 citibank.In the age group of 31-40,3 people
opted for HDFC and Stanc,6 opted for icici while only 1 went for citibank.

44. RELATION BETWEEN AGE GROUP AND RESPONSE TO THE
QUERIES
In the age group of 20-25,only 4 people told that it takes too much time to get
response to queries,8 voted for after some time,1 for instantly.In the age group of
26-30,55 went for too much time,66 after some time and 10 voted for instantly.in
the age group of 31-40,only 1 said too much time,7 people went for after some
time and 5 went for instantly

45. RELATION BETWEEN AGE GROUP AND SERVICE AVAILED
This graph depicts the relation between the age group and the type of service
they avail frequently.in response to the questionnaire.In the age group of 20-
25,12 people uses ATM transaction while only 2 uses online banking.in the age
group of 26-30,122 uses ATM Transaction,43 uses online banking.In the age
group of 31-40,12 uses ATM Transaction while only 3 uses online banking.

46. RELATION BETWEEN AGE GROUP AND SATISFACTIONLEVEL
OF EMPLYOEES
The above graph depicts the relation between the age group and satisfaction
level of the emplyoees.The above figure shows that in the age group of 20-25
only1 said they are delighted,12 said that it is average.In the age group of 26-
30,4 said they are delighted,111 said that it is average,11 said they are some
what satisfied,while 5 were dissatisfied with th service.in the age group of 31-
40,only 2 were delighted,7 were average,3 were some what satisfied,while only 1
was dissatisfied in this group

47. RELATION BETWEEN AGE GROUP AND BRAND PERCEPTION
The above graph shows the relation between age group and brand perception.
In the age group of 20-25,9 said brand is good,3 said it is fair,while only 1 said it
is very good.
In the age group of26-30,109 said brand is good,13 said it is fair,while 9 said it is
very good.
In the age group of 31-40,7 said it is good,5 said it is fair,1 said it is very good.
RELATION BETWEEN INCOME AND AGE GROUP

48. The above graph shows the relation between the income and age group of
people .There was no one in the range of 20-25 and 31-40 whose salary was
between 5000-10000.The re were 21 people in the age group of 26-30 whose
salary fall under 5000-10000.
There was no one 31-40 in the group of 11000-15000.There were 10 people in
the age group of 20-25 whose salary fall under 11000-15000,while in the age
group of 26-30 there wereonly 6 people.In the age group of 20-25 people there
were4 people whose salary fall under 16000-20000,while in the age group of 26-
30,79 people existe and in the age group of 31-40 only 4 people existed.In the
age group of 20-25 people there were 8 people whose salary was 21000 and
above while in the age group of 26-30 there were 25 people ,while in the age
group of 31-40 there were p people whose salary fall under 21000 and above.

49. RELATION BETWEEN INCOME GROUP AND RESPONSE
TO QUERIES
In the income group of 5000-10000,11 told it takes too much time,4 told instantly
while 6 told it takes after some time.In the income group of 11000-15000,5 told
too much time,2 told queries get solved after some time.In the income group of
16000-2000,33 told it takes too much time,4 told that there queries get solved
instantly while50 told it takes after some time.in the income group of 21000 &
above,11 told it takes too much time,8 people told that there queries get solved
instantly while 23 told it takes after some time

50. RELATION BETWEEN INCOME GROUP AND SERVICE AVAILED
In the graph shown it clearly shows that in the range of income group 11000-
15000 only 20 people uses ATM Transaction.while no one uses online banking.In
the income group of 16000-20000,80 people uses ATM Transaction while 35
uses online banking.In the Income group of 21000 & above,only 38 people uses
ATM Transaction while only 13 uses online banking.

51. RELATION BETWEEN INCOME GROUP AND SATISFATION
LEVEL OF EMPLYOEES
The graph clearly shows that in the income group of 5000-10000,20 people said
the service is average while 1 was dissatisfied.In the income group of 11000-
15000,only 7 said that service is averagIn the income groupof16000-2000 only1
opted for delighted,73 said the service is average,10 said they were some what
satisfied while 3 said they were dissatisfied with the service.In the Income group
of 21000 & above 6 said they were delighted,30 said they were average,4 said
some what satisfied while only 2 said they were dissatisfied.

52. RELATION BETWEEN INCOME GROUP AND BRAND
PERCEPTION
The above graph depicts the relation between income group and brand
perception.In the income group of 5000-10000,20 said the brand is good while 1
said brand is very good.in the income group of 11000-15000,6 said brand is good
while 1 said it is fair.In the income group of 16000-20000,69 said it is good,6 said
very good and 12 said it is fair.In the income group of 21000 & above,30 said the
brand is good,4 said very good,while 8 people said brand is fair.

53. RELATION BETWEEN INCOME GROUP AND BEHAVIOUR OF
HDFC EMPLYOEES
The above graph shows the relation between income group and behaviour
of HDFC emplyoees.In the income group of 5000-10000,20 people said
behaviour is good while only 1 said it is praise worthy.In the income group
of 11000-15000,6 people said that the behaviour is good,In the income
group of 16000-20000,73said it is good, 5 said it is praise worthy,while 4
said it is rude.In the income group of 21000 & above 3 people opted for
good while 5 for praise worthy and only 3 said the behaviour is rude.
]

54. CONCLUSION
 HDFC Bank Ltd has been judged as the best service provider
Bank by the Corporate Customers.
 HDFC is far behind in case of Individual Customers from ICICI,
Citibank.
 ICICI is having wider network than the HDFC in case of
Individual Customers
 HDFC is having a lot of Potential in dealing with its Corporate
Customers and its market share is increasing continuously.
 HDFC Bank has adopted aggressive marketing strategy which
has best suited the organisation.
 Due to this strategy HDFC Bank has been able to attract a
large number of customers from other Banks.
 The distribution channel of HDFC Bank is relatively better than
other Banks except ICICI Bank.
 HDFC has also entered into rural market also.

55. Recommendations
• Unlike the retail segment of banking this segment of corporate sales
does not require extensive visible brand building by means of
aggressive advertising as done by most of the banks. Based upon my
observations I had been able to compile few recommendations, which
as per my knowledge are expected to bring about a great visibility of
the brand these are as follows:
• A major part of market seems to be unaware of the product offering of
private banks; hence there is an emergence to increase the brand
visibility with the help of Information campus, Presentations.
• Hoarding and banners at construction sites
• Tapping company owners of the construction sites
• Strengthening existing relationship with companies
• Putting up notifying boards of banking relations outside existing client
office
• Instead of establishing a new atmosphere is need to increase the no
charge free withdrawals from other bank ATM
• Direct mailers by name to companies.

56. • Targeting those companies especially in Udhyog Vihar which pays
salary to employees in form of cheques.
• Time to time fed back of existing clients.
• Feed back of existing clients and maintain a monthly review chart.
LIMITATIONS OF THE STUDY
• The analysis may also cover historical data and thus indicates the past
performance which may not always be indicative of the future
performance.
• Wrong information provided by the employees in response to the
questionnaire filled
• People are reluctant to disclose their preferences
• Due to lack of awareness, many corporate may have a wrong perception
that they may be not interested to have face to face interaction with them.

57. ANNEXURE
QUESTIONNAIRE
1-Does the process of getting a salary account in HDFC is
Simple Difficult Complex Time consuming
2-Do you get adequate response to your queries in HDFC?
Instantly after some time too much time Never
3-If given choice, which bank will you prefer for opening up a salary
account?
HDFC ICICI Standard Chartered HSBC
4-In which income group do you fall?
5000-10000 11000-15000 16000-20000 21000&above
5-In which age group do you fall?

58. 20-25 26-30 30-40 41&above
6-Do you have any preference for foreign banks?
Yes No
7-Which service you avail frequently?
Online banking phone banking ATM’s Transaction
Credit Card
8-Why do you prefer other banks over HDFC?
Better services Minimum Balance account wide ATM network
9-How would you rate your existing corporate banking relationship?
Dissatisfied Somewhat satisfied Average
Delighted
10-What’s your perception about the brand image of HDFC?
Very Good Good Fair Average
11-At what level would you rate the behavior of HDFC employees?

59. Good praise worthy Rude
Bibliography
• www.google.com
• www.hdfcbank.com
• www.howstuffworks.com
• HDFC Bank Brochures