HDFC report

A Project Study Report
On Training Undertaken At
HDFC BANK
“SERVICE QUALITY OF HDFC BANK”
Submitted in Partial Fulfillment for the Award of Degree of
Master of Business Administration
Submitted By:- Submitted To:-
MITTALI JAIN MUSTAFA RASHIDI
Enroll No.-2016MBXX0283 (ASSISTANT PROFESSOR)
SANGAM UNIVERSITY
NH-79, Bhilwara Chittor By-pass, Chittor Road, Bhilwara-311001 Phone: 01482-650505, 0789150000-05
Session:2016-2018

2
DECLARATION
I hereby declare that the Project report titled “SERVICE QUALITY OF HDFC BANK” is my original
workand has not been published or submitted for any degree, diploma or other similar titles elsewhere. This
has been undertaken for the purpose of partial fulfillment of MASTER OF BUSINESS ADMINISTRATION at
SANGAM UNIVERSITY
Date:
MITTALI JAIN
MBA

3
PREFACE
Without practical training, management education is meaningless so long with the theory; practical
training is provided to management students to expose them to the actual working environment of any
organization. Such training provides a framework of knowledge relating to the concepts and practices of
the assigned topics in the organization. The summer training is an integral part of the course curriculum
of Master of Business Administration (M.B.A. 3rd sem). In this the student is in the position to analyze
the integral working of an organization with mature eyes and understand the dynamics in a much better
manner.
This particular project has been conducted at HDFC Bank. In the first phase of the research project,
there is a introduction of Banking, company profile and products of HDFC Bank are given. After that a
market research is performed with a sample size of 100 people. The research study was limited to
Bhilwara. Here, in my survey, I have contacted the respondents through personal interviews with the
help of questionnaires.
The main objective of the research is to know the customer satisfaction level and their perception
regarding HDFC Bank and to know the customer awareness regarding the HDFC Bank’s products.
HDFC Bank should lay more stress on advertisements, both in print as well as in other media. Opening
up the sector will certainly mean new products, better packaging and improved customer service. Both
new and existing players will have to explore new distribution and marketing channels. Potential buyers
for most of Banks lie in the middle class. Competitors must segment the market carefully to arrive at
appropriate products and pricing. Recognizing the potential, in the past three years, the nationalized
Banks have already begun to target niches like pensions, women, children and rural peoples.
MITTALI JAIN
MBA

4
ACKNOWLEDGMENT
I express my sincere thanks to my project guide, Mr. SACHIN JAIN, Designation PB Authoriser,
Deptt RETAIL BRANCH BANKING , for guiding me right form the inception till the successful
completion of the project. I sincerely acknowledge him for extending their valuable guidance, support
for literature, critical reviews of project and the report and above all the moral support he had provided
to me with all stages of this project.
I would also like to thank the supporting staff Mrs. AMITA CHHIPA and Whole Department, for
their help and cooperation throughout our project.
(Signature of Student)
MITTALI JAIN

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INDEX
Table of content
Chapter no. PARTICULARS Page no.
Acknowledgement
Preface
1. General informationOfBanking
a. Introductionof banking
b. Historyof bankinginIndia
c. Banksin India
2. Company’sProfile
a. IntroductiontoHDFC Bank
b. Businessfocus
c. Management
d. Awards
e. Financial integratedservices
f. Businesssegments
g. Structure of hdfcbank
h. Productsand services
3. Introduction to finance department & Organization of
financial activitiesof bank
a. Basic workingof bank
4. Research Methodology
a. Objective of study……………………
b. Importance of study………………….
c. Meaningof research…………………

6
d. Researchproblem……………………
e. Researchdesign……………………...
f. Data collectionmethod………………
g. Analysisandinterpretationof data
h. Limitationof study…………………..
5. Findings,SuggestionsAndConclusion……………………….
6. Bibliography…………………………………………
GENERAL
INFORMATION
OF
BANKING

7
BANKING STRUCTURE IN INDIA
In today’s dynamic world banks are inevitable for the development of a country. Banks play a pivotal
role in enhancing each and every sector. They have helped bring a draw of development on the world’s
horizon and developing country like India is no exception.
Banks fulfills the role of a financial intermediary. This means that it acts as a vehicle for moving finance
from those who have surplus money to (however temporarily) those who have deficit. In everyday
branch terms the banks channel funds from depositors whose accounts are in credit to borrowers who are
in debit.
Without the intermediary of the banks both their depositors and their borrowers would have to contact
each other directly. This can and does happen of course. This is what has lead to the very foundation of
financial institution like banks.
Before few decades there existed some influential people who used to land money. But a substantially
high rate of interest was charged which made borrowing of money out of the reach of the majority of the
people so there arose a need for a financial intermediate.
The Bank have developed their roles to such an extent that a direct contact between the depositors and
borrowers in now known as disintermediation.

8
Banking industry has always revolved around the traditional function of taking deposits,
money transfer and making advances. Those three are closely related to each other, the
objective being to lend money, which is the profitable activity of the three. Taking
deposits generates funds for lending and money transfer services are necessary for the
attention of deposits. The Bank have introduced progressively more sophisticated
versions of these services and have diversified introduction in numerable areas of activity
not directly relating to this traditional trinity

9
INDIAN BANKING SYSTEM
Non-Schedule Banks
State co-op
Banks
Commercial Banks
Central co-op
Banksand Primary
Cr. Societies
Commercial Banks
Indian Foreign
Public Sector
Banks Private Sector Banks HDFC, ICICIetc.
ICICIetc.
State Bank of India
and its Subsidiaries
Other Nationalized Banks Regional Rural
Banks
Reserve Bank of India
Schedule Banks

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The Housing Development Finance Corporation Limited (HDFC) was amongst the first to receive an 'in
principle' approval from the Reserve Bank of India (RBI) to set up a bank in the private sector, as part of
the RBI's liberalization of the Indian Banking Industry in 1994. The bank was incorporated in August

12
1994 in the name of 'HDFC Bank Limited', with its registered office in Mumbai, India. HDFC Bank
commenced operations as a Scheduled Commercial Bank in January 1995
HDFC is India's premier housing finance company and enjoys an impeccable track record in India as
well as in international markets. Since its inception in 1977, the Corporation has maintained a consistent
and healthy growth in its operations to remain the market leader in mortgages. Its outstanding loan
portfolio covers well over a million dwelling units. HDFC has developed significant expertise in retail
mortgage loans to different market segments and also has a large corporate client base for its
housing related credit facilities. With its experience in the financial markets, a strong market
reputation, large shareholder base and unique consumer franchise, HDFC was ideally positioned to
promote a bank in the Indian environment.
HDFC Bank began operations in 1995 with a simple mission: to be a “World Class Indian Bank.” We
realized that only a single minded focus on product quality and service excellence would help us get
there. Today, we are proud to say that we are well on our way towards that goal.
HDFC Bank Limited (the Bank) is an India-based banking company engaged in providing a range of
banking and financial services, including commercial banking and treasury operations.
REGISTEREDOFFICE:
Address
HDFC Bank House

13
Senapati Bapat Marg Lower Parel,
Mumbai,
Maharashtra,
400013
Phone: 91-022-56521000
Fax: 91-022-24960737
CORPORATEOFFICE :
Address
Ramon House, 169, Back Bay,
Reclamation,
H T Parekh Marg,
Church Gate,
Mumbai 400 020.
BHILWARA BRANCH

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Address
Shop # 2, 3, 4, S K Plaza,
Pur Road,
Bhilwara - 311001, Rajasthan
Tel: 01482 - 512625 /26
IFSC Code: HDFC0000350
MICR Code: 311240002
WEBSITE – www.hdfc.com
BUSINESS FOCUS
HDFC Bank's mission is to be a World-Class Indian Bank. The objective is to build sound customer
franchises across distinct businesses so as to be the preferred provider of banking services for target
retail and wholesale customer segments, and to achieve healthy growth in profitability, consistent with
the bank's risk appetite. The bank is committed to maintain the highest level of ethical standards,
professional integrity, corporate governance and regulatory compliance. HDFC Bank's business
philosophy is based on four core values - Operational Excellence, Customer Focus, Product Leadership
and People.
1. Mission
 World Class Indian Bank.
 Benchmarking against international standards.
 To build sound customer franchises across distinct businesses

15
 Best practices in terms of product offerings, technology, service levels, risk management and
audit & compliance
2. Vision
 The HDFC Bank is committed to maintain the highest level of ethical standards, professional
integrity and regulatory compliance. HDFC Bank’s business philosophy is based on four core
values such as:-
 Operational excellence.
 Customer Focus.
 Product leadership.
 People.
 The objective of the HDFC Bank is to provide its target market customers a full range of
financial products and banking services, giving the customer a one-step window for all his/her
requirements. The HDFC Bank plus and the investment advisory services programs have been
designed keeping in mind needs of customers who seeks distinct financial solutions, information
and advice on various investment avenues.
3. Business strategy
 Increasing market share in India’s expanding banking
 Delivering high quality customer service
 Maintaining current high standards for asset quality through disciplined credit risk
management
 Develop innovative products and services that attract target customers and address inefficiencies
in the Indian financial sector.

16
4. Acquisitions and Mergers
In a milestone transaction in the Indian banking industry, Times Bank Limited (promoted by
Bennett, Coleman & Co. / Times Group) was merged with HDFC Bank Ltd., in 2000. This was
the first merger of two private banks in India. As per the scheme of amalgamation approved by
the shareholders of both banks and the Reserve Bank of India, shareholders of Times Bank
received 1 share of HDFC Bank for every 5.75 shares of Times Bank. In 2008 HDFC Bank
acquired Centurion Bank of Punjab taking its total branches to more than 1,000. The
amalgamated bank emerged with a strong deposit base of around Rs.1, 22,000 crore and net
advances of around Rs.89000 crore. The balance sheet size of the combined entity is over Rs.1,
63,000 crore. The amalgamation added significant value to HDFC Bank in terms of increased
branch network, geographic reach, and customer base, and a bigger pool of skilled manpower.
The mergers can be termed as a quest for growth in the Indian banking environment.
5. Distribution network
HDFC Bank is headquartered in Mumbai. The Bank at present has an enviable network of over
4727 branches spread over 2666 cities across India. All branches are linked on an online real-
time basis. Customers in over 120 locations are also serviced through Telephone Banking. The
Bank's expansion plans take into account the need to have a presence in all major industrial and
commercial centers where its corporate customers are located as well as the need to build a
strong retail customer base for both deposits and loan products. Being a clearing/settlement bank
to various leading stock exchanges, the Bank has branches in the centers where the NSE/BSE has
a strong and active member base.
The Bank also has a network of about over 12220 networked ATMs across these cities.
Moreover, HDFC Bank's ATM network can be accessed by all domestic and international

17
Visa/MasterCard, Visa Electron/Maestro, Plus/Cirrus and American Express Credit/Charge
cardholders.
6.
7. Capital Structure
The authorized capital of HDFC Bank is Rs. 6.5billion.The paid- up capital is Rs.512,50,91,000 (5.12
billion). The shares are listed on The Stock Exchange, Mumbai and the National Stock Exchange.
The bank’s American Depository Shares are listed on the New York Stock Exchange (NYSE).
HIGHLIGHTS-
Net Profit
Rs.14,550 crore
An increase of 18.3% compared to the previous year.
Balance Sheet Size
Rs.863,840 crore
Total Advances
Rs.554,568 crore
1.
2015 2016 2017
4014
4520
4727
BRANCHES (NOS)
2015 2016 2017
11766
12000
12260
ATMs (Nos.)

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Total Deposits
Rs.643,640 crore
MANAGEMENT
BOARD OF DIRECTORS
Mrs. Shyamala Gopinath, Chairperson
Mr. A. N. Roy
Mr. Bobby Parikh
Mr. Partho Datta
Mr. Keki Mistry
Mrs. Renu Karnad
Mr. Malay Patel
Mr. Umesh Chandra Sarangi
Mr. Srikanth Nadhamuni
(Appointed as Additional Director w.e.f. September 20, 2016)
Mr. Aditya Puri, Managing Director
Mr. Paresh Sukthankar, Deputy Managing Director
Mr. Kaizad Bharucha, Executive Director
KEY MANAGERIAL PERSONS
Mr. Aditya Puri, Managing Director
Mr. Paresh Sukthankar, Deputy Managing Director
Mr. Kaizad Bharucha, Executive Director

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Mr. Sashidhar Jagdishan, Chief Financial Officer
Mr. Sanjay Dongre, Executive Vice President (Legal) &
Company Secretary
AWARDS
YEAR 2017
Businessworld Digital Leadership and CIOAwards 2017 - Best Analytics Implementation Award - HDFC Bank
The Asian Banker TechnologyInnovation Awards 2017 - Best HR System Project
- Best Lending Systems Project
CNBC TV 18 Financial Advisor Awards 2016-17 Best Performing Bank - Private Sector

20
The AssetTriple A Asia Infrastructure Awards 2017 Chemical Deal of the Year, India
EuromoneyAwards for Excellence 2017 India's Best Bank
AsiamoneyBestBrands in Finance Survey 2017 Best Banking Brand in India - HDFC Bank
Businessworld India's BestBanks'survey2016 1. Best Bank - Overall
2. Fastest Growing Large Bank
Dun & BradstreetCorporate Award 2017 India's Leading Bank - Private Sector
12th BML Munjal Awards 2017 Sustained Excellence in Learning & Development
The Financial Express India's BestBanks 2016 - Profitability: Rank 1
- Strength & Soundness: Rank 1
Bank of the Year
Finance Asia poll on Asia's Best Companies 2016 Best CEO- Aditya Puri
Best at Investor Relations- Rank 1
Most Committed to Corporate Governance- Rank 1
Best Managed Company - Rank 2
Best at CSR - Rank 8
Bank of the Year
National Payments Excellence Awards 2016 Best Bank in Cheque Truncation System (CTS)
Best Bank in National Automated Clearing House
(NACH)
Best Bank in National Financial Switch (NFS)
Runner up in Rupay Cards
AsiamoneyIndia Banking Awards 2017 Best Domestic Bank - India
Business Standard Annual Awards 2016 Banker of the year - Mr. Aditya Puri
IBA Banking TechnologyAwards 2017 Best IT Risk and Cyber Security Initiatives
Dun & Bradstreet - India's Leading BFSI Companies & Awards India's Leading Banks - Private Sector

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2017
Outlook Money Awards 2016 Bank of the year
Business Today- KPMG India's BestBanks 2016 Bank Of The Year (Private Sector)
Best Large Size Bank
Fastest Growing Large Bank
The AssetTriple A Country Awards 2016 1. Best IPO, India
2. Best QIP, India

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IINNTTEEGGRRAATTEEDD FFIINNAANNCCIIAALL SSEERRVVIICCEESS
SECURITISATION
Future Activities
DISTRIBUTION
HDFC CHUBB GENERAL
INSURANCE CO. LTD.

24
BUSINESS SEGMENT
HDFC Bank offers a wide range of commercial and transactional banking services and treasury products
to wholesale and retail customers. The bank has three key business segments.
1. Wholesale Banking Services
The Bank's target market ranges from large, blue-chip manufacturing companies in the Indian corporate
to small & mid-sized corporates and agri-based businesses. For these customers, the Bank provides a
wide range of commercial and transactional banking services, including working capital finance, trade
services, transactional services, cash management, etc. The bank is also a leading provider of structured
solutions, which combine cash management services with vendor and distributor finance for facilitating
superior supply chain management for its corporate customers. Based on its superior product delivery /
service levels and strong customer orientation, the Bank has made significant inroads into the banking
consortia of a number of leading Indian corporates including multinationals, companies from the
domestic business houses and prime public sector companies. It is recognised as a leading provider of
cash management and transactional banking solutions to corporate customers, mutual funds, stock
exchange members and banks.
2. RetailBanking Services
The objective of the Retail Bank is to provide its target market customers a full range of financial
products and banking services, giving the customer a one-stop window for all his/her banking
requirements. The products are backed by world-class service and delivered to customers through the

25
growing branch network, as well as through alternative delivery channels like ATMs, Phone Banking,
Net Banking and Mobile Banking.
The HDFC Bank Preferred program for high net worth individuals, the HDFC Bank Plus and the
Investment Advisory Services programs have been designed keeping in mind needs of customers who
seek distinct financial solutions, information and advice on various investment avenues. The Bank also
has a wide array of retail loan products including Auto Loans, Loans against marketable securities,
Personal Loans and Loans for Two-wheelers.
It is also a leading provider of Depository Participant (DP) services for retail customers, providing
customers the facility to hold their investments in electronic form. HDFC Bank was the first bank in
India to launch an International Debit Card in association with VISA (VISA Electron) and issues the
Mastercard Maestro debit card as well. The Bank launched its credit card business in late 2001.
3. Treasury
Within this business, the bank has three main product areas - Foreign Exchange and Derivatives, Local
Currency Money Market & Debt Securities, and Equities. With the liberalisation of the financial markets
in India, corporates need more sophisticated risk management information, advice and product
structures. These and fine pricing on various treasury products are provided through the bank's Treasury
team. To comply with statutory reserve requirements, the bank is required to hold 25% of its deposits in
government securities. The Treasury business is responsible for managing the returns and market risk on
this investment portfolio.
Services offered by the company:
A. Personal Banking

26
1. Accounts & Deposits
2. Loans
3. Cards
4. Forex
5. Investments & Insurance
B. NRI Banking
1. Accounts & Deposits
2. Remittances
3. Investments & Insurance Loans Payment Services
C. Wholesale Banking
1. Corporate
2. Small & Medium Enterprises
3. Financial Institutions & Trusts
4. Government Sector
STRUCTURE OF HDFC BANK

27
Managing Director
ADITYA PURI
Country Head Retail
Banking
NAVIN PURI
Regional Business Head
Zonal Head
SATEN MODI
Cluster Head
KUMAR SAURBH
Branch Manager BHASKER
VAISH
Relationship Manager
MOHIT SAXENA
BHUMNESH JAIN
Personal Banker
Authoriser
SACHIN JAIN
Teller
SATISH AJMERA
HARSHIT SHARMA
JUHI MAM
Welcome Desk
AMITA CHHIPA

28
PRODUCT AND CUSTOMER SEGMENTS

29
Loan Product Deposit Product Investment & Insurance
 AutoLoan
 Loan Against
Security
 Loan Against
Property
 Personal loan
 Creditcard
 2-wheelerloan
 Commercial vehicles
finance
 Home loans
 Retail business
banking
 Tractor loan
 Working Capital
Finance
 Construction
EquipmentFinance
 HealthCare Finance
 EducationLoan
 GoldLoan
 Saving a/cCurrent
a/c
 Fixeddeposit
 Demata/c
 Safe DepositLockers
 Mutual Fund
 Bonds
 KnowledgeCentre
 Insurance
 General and Health
Insurance
 Equityand Derivatives
 Mudra Gold Bar
Cards Payment Services Access ToBank

30
A.
ACC
OUN
T &
DEPO
SITS
SERV
ICE
Banking should be effortless. With HDFC Bank, the efforts are rewarding. No matter what a customer's
need and occupational status, we have a range of solutions that are second to none. Whether you're
employed in a company and need a simple Savings account or run your own business and require a
robust banking partner, HDFC Bank not only has the perfect solution for you, but also can recommend
products that can augment your planning for the future.
It includes these services: -
 CreditCard
 DebitCard
 PrepaidCard
--------------------------------
Forex Services
--------------------------------
 Product& Services
 Trade Services
 Forex service Branch
Locater
 RBI Guidelines
 NetSafe
 Merchant
 PrepaidRefill
 Billpay
 VisaBillpay
 InstaPay
 DirectPay
 VisaMoneyTransfer
 e–Monies Electronic
FundsTransfer
 Online Payment of
DirectTax
PremierBanking
 ImperiaBanking
 Preferred Banking
 ClassicBanking
 Prime Banking
 NetBanking
 OneView
 InstaAlert
 Mobile Banking
 ATM
 Phone Banking
 Email Statements
 Branch Network

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1. Saving accounts.
2. Current accounts.
3. Fix deposits.
4. Demat account.
5. Safe deposits lockers.
1. Savings Accounts
A savings bank account is a virtual vault that holds your money, allows you to
withdraw a certain amount from it at certain intervals, and adds to itself a small
amount (as interest) each year.
Eligibility & Account Operation:
 Resident Individuals (sole or joint account)
 Minor below 18 yrs. (account only with guardian)
 Hindu Undivided Families.
 Trusts
 Associations
 Clubs or Societies.
 Foreign National with undertaking and source of credit, Residence Permit.
Documents required:
 Account opening form .
 Photograph
 ID proof (PAN CARD)as per the acceptable list of KYC documents
 Address proof (AADHAR CARD)as per the acceptable list of KYC documents

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HDFC Bank Savings Account Interest Rates & Minimum Balance Required
Savings Account
Interest
Rate
Minimum BalanceRequired Debit Car Issued
SavingsMax
Account
4.00% INR 25,000 Titanium Royale Debit Card
Regular Savings
Account
4.00%
Rs. 10,000 (urban branches)
Rs. 5,000 (semi-urban
branches)
Rs.2,500 (Rural Branches)
International Debit Card
Women's Savings
Account
4.00%
Rs. 10,000 (Urban branches),
Rs. 5,000 (Semi Urban
branches)
EasyShop Woman’s Advantage Debit
Card
Kids Advantage
Account
4.00% INR 5,000 ATM/International Debit Car
Senior Citizens
Account
4.00% INR 5,000 EasyShop International Debit Card
Family Savings
Group Account
4.00% INR 40,000 EasyShop International Debit Card
Basic Savings Bank
Deposit Account
4.00% Not Required RuPay Card

33
Institutional Savings
Account
4.00% Not Required Business Debit Card
BSBDA Small
Account
4.00% Not Required RuPay Card
2. SalaryAccounts
In this account customer can get salary from where he/she doing such job and organization or company
at where the customer of the bank in doing job deposit their salary in to the salary account a person can
get salary. Customized salary accounts to suit the needs of every corporate. Expect benefits beyond the
ordinary like our Free Insurance Cover.
 Premium Salary Account
 Regular Salary Account
 Defense Salary Account
 Salary Family Account
 Classic Salary Account
 Reimbursement Account
 Basic Savings Bank Deposit Account - Salary
Documents :
 Account opening form .
 Photograph
 ID proof (PAN CARD)as per the acceptable list of KYC* documents
 Address proof (AADHAR CARD)as per the acceptable list of KYC documents
 Offer letter of the company

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*KYC (KNOWYOUR CUSTOMER)
KYC is the customer identification process and involves making reasonable efforts to determine true
identity and beneficial ownership of accounts, sources of funds, the nature of customer’s business,
reasonableness of operations in the account in relation to the customer’s business, etc., which in turn
helps the banks to manage their risks prudently.
Three main reasons why KYC compliance –
 To enable the bank to claim protection under sec 131 of NI Act, in respect of cheques collected
by the bank for credit to a customer’s account,
 To prevent the customers from mis-utilising the account for money laundering, and
 To prevent the customers from mis-utilising the account for terrorism funding.
You need KYC when applying for a new product such as Savings/Current Account/Loans etc.
KYC looks at your:
- Identification
- Location
- Right to Authorize.
So, you need to submit ID and address proof such as a Passport or a Mode of Operation Document as
KYC.
3. Current accounts

35
HDFC Bank Current Account gives the power of inter-city banking with a single account and access
to more than cities. From special cheques that get treated at par with local ones in any city where
branch, faster collection of outstation cheques (payable at branch locations), free account to account
funds transfer between HDFC Bank accounts to Free inter-city clearing of up to 100 lakhs per
month, bank’s priority services have become the benchmark for banking efficiency.
Eligibility
 Resident Individuals
 Hindu Undivided Families
 Sole Proprietorship Firms
 Partnership Firms
 Limited Companies
 Trust Accounts
 Association/Clubs/Societies
 Foreign Institutional Investors.
 Foreign national residing in India.
Current Account
Minimum Balance
Required

36
REGULAR CURRENT INR 10,000
PREMIUM CURRENT
Rs. 25,000
TRADE CURRENT
Rs. 40,000
PLUS CURRENT
INR 100000
MAX CURRENT
INR 5,00000
APEX CURRENT
INR 10,000,00
FLEXI CURRENT
Rs.75000

37
4. Fix deposits service
Long-term investments form the chunk of everybody's future plans. An alternative to simply applying
for loans, fixed deposits allow to borrow from own funds for a limited period, thus fulfilling needs as
well as keeping savings secure.
If people believe in long-term investments and wish to earn higher interests on his/her savings, now is
the time to invest money in HDFC bank Fixed Deposit. Get up to 9.75% on HDFC Bank Fixed Deposit
with an additional 0.50% for Senior Citizens. What's more NO PENALTY if withdraw part of the FD in
times of need. Flexibility, Security and High Returns all bundled into one offering.
5. Demataccountservice
Nowadays share market is becoming is the main occupation of the person. So to avoid faulty processes
demat account is really most important for the share market and for the safety of shares it is most
important. HDFC BANK is one of the leading Depository Participant (DP) in the country with over 8
Lac demat accounts. HDFC Bank Demat services offers a secure and convenient way to keep track of
securities and investments, over a period of time, without the hassle of handling physical documents that
get mutilated or lost in transit. HDFC BANK is Depository participant both with -National Securities
Depositories Limited (NSDL) and Central Depository Services Limited (CDSL).
6. Safe deposit locker
A Safe Deposit Locker with HDFC Bank is the solution to person’s fear. Located at select branches in
cities all over the country, bank’s lockers ensure the safe keeping of valuables. Lockers available in
various sizes. i.e. Small, Medium, Large and Extra Large with varying rents.
Eligibility An individual (not minor), firms, limited company, associations, clubs, trusts, societies, etc
may hire a locker.

38
B. CARD SERVICES
In today’s competitive and fast time card services providing by the banks are really very important to
every person and every business needs or to take meal in to the hotel or to purchase jewellery from the
jewellery shops cards are playing good role in the banking sectors.
Bank ranges of Cards help to meet financial objectives. So whether persons are looking to add to his
buying power, conducting cashless shopping, or budgeting his expenditure, he will find a card that suits
him. Swipe your card for a secure, cash-free & rewarding life!
1. Credit cards
A person wants many things like, a trip to Bali, a diamond ring for wife's dreams. Some dreams can't
wait. If there's something person has always wanted. If a person wanted fulfill his wants he can get
benefits from the HDFC bank’s credit cards facilities.
HDFC BANK is market leader in credit card both from total card member as well as on total
spends.
0
20
40
60
80
100
2015 2016 2017
CREDIT CARD (NOS.IN
LACS)

39
2) Debit card
HDFC Bank Debit Cards give person complete and instant access to the money in his accounts without
the risk or hassle of carrying cash.
3. Prepaid card
Experience certainty with prepaid cards from HDFC Bank
Receive simplicity, convenience and peace of mind when you choose from a wide array of Prepaid
Cards from HDFC Bank. Forget the hassles of carrying cash and losing out on foreign transactions due
to currency rate fluctuations.
C. Premier Banking :-
Experience personalised banking like never before. HDFC Bank extends the services of a dedicated
relationship manager for delivering customized banking and investments solutions to meet your needs.
1. Imperia Banking :-
Benefits
216.3
230.3
235.7
205
210
215
220
225
230
235
240
2015 2016 2017
DEBITCARD (NOS. INLACS )

40
 Dedicated Imperia Client Relationship Manager
 Exclusive Imperia Phonebanking service
 Relationship Pricing
 Exclusive Lifestyle Benefits.
2. PreferredBanking :-
Features and Benefits
 Dedicated Relationship Manager
 Comprehensive Business banking solutions
 Relationship Pricing across products
 Exclusive lifestyle privileges with a wide range of premium credit cards.
3. Classic Banking :-
 Dedicated Personal Banker
 Relationship Pricing across products.
 Benefits for family members
 Exclusivity with Classic branded Debit card, Cheque book & more.
4. Prime Banking :-
 A dedicated Prime Banker
 Family Banking
 Preferential rates on loans
 Relationship Pricing on variety of other products.

41
INTRODUCTION OF FINANCE DEPARTMENT
In this modern era it is very easy to know how much important the finance is in the business. As current
position of the market is totally different from ancient where it was very easy to get the finance. But
now a days it is not so, it is very difficult task to raise funds from market. As today people are facing lot
of problem and have less confidence on the market so it is difficult to raise fund without proper
planning.
For the bank as it is a Financial Institution we can consider finance as lifeblood of this business. The
company should manage to get sufficient finance. The company should use to keep proper planning for
the finance of its own and also of the large no. of depositors who are there with the bank. We can define
financial management as a task of acquisition and utilization of funds needed in the business in a manner
so that organizations goal can be achieved. In HDFC Bank, its chief Financial Officer and Treasurer
manage the finance. Due to proper policies and separate management the company can have proper
operation of finance.
ORGANIZATION OF FINANCIAL ACTIVITIES OF BANK
For the bank finance itself is the product now it is not an easy task to manage this finance. As bank has
to keep watch on the deposits of its millions of customers and also it has to manage its own large
financial base. As in recent it is popular “No finance no business”, for the bank “Finance itself is
business”. There are different types of organizational structure such as group organization, line
organization, line and staff organization. HDFC Bank has line of authority and line of authority is
vertical i.e. authority passes from top to bottom and responsibility passes from bottom to top level
management.

42
As HDFC Bank is very big company and it has large cliental base so it is very difficult and complicated
to manage its finance in proper way. There we need of concrete and proper policies to have proper
management of it. Because of big size of the bank one cannot manage all the accounts of it alone. So,
company has to appoint many different persons so that there is proper maintenance of the funds of
different persons is possible.
BASIC WORKING (in flexcube)
 PASS BOOK ENTRY (UPDATION) –To update pass book of the customer. Fast path
-7010
 ACCOUNT STATEMENT- For account statement fast path is 7775 &7778. For
statement, bank need application signed by holder. Holder can get the same through net
banking or mobile banking
 KYC- It’s is an integral and most important part while opening an account. Almost I
maintained 40 accounts kYC ( kyc of salary account ,saving account, BSBDA account, current
account , kids account )

43
 RE-KYC – It is required to be update -
(1) once in 2 year in case of high risk customer.
(2) once in 8 year in case of medium risk customer.
(3) Once in 10 year in case of low risk category customer.
 INTRUCTION UPDATION- In this I update all the physical instruction like aadhar card
update, gst registration, re-kyc, address change etc. into the system
 NET BANKING-
Net Banking is an incredibly convenient and powerful tool, letting you do everything you want with
your accounts at the click of a mouse. It is Real Time, giving you up-to-the-second details on your
account.
All you need to do is Log in using your Customer ID and IPIN (Net Banking password).
Your Customer ID is mentioned on your account statement/ account welcome letter/ cheque book.
(Current account / HUF customers can obtain this from the branch). You can re-generate
your IPIN online in 3 easy steps.
Some of the transactions you can do through Net Banking are:
1. Check your account balances and download 5 year account statement in 5 formats, instantly
2. Book Fixed Deposit / Recurring Deposit
3. Pay Utility Bills
4. View your Credit Card details and pay your Credit Card Bills
5. Recharge your Prepaid Mobile & DTH Connections
6. Invest in Mutual Funds Online

44
7. Book IRCTC Tickets online
8. Purchase a Gift Card
9. Pay your Taxes online
10. Update your PAN Details online
11. Request for a Demand Draft/ Cheque book
12. Request Stop Payment of a Cheque/ Hotlist you Debit Card/ Credit Card
13. View your Loan details
14. Request for Debit Card PIN Regeneration
15. Register for Third Party Transfer
16. Transfer funds between accounts within HDFC Bank and other Bank Accounts and many more
(more than 200 transaction )
 AADHAR CARD CALLING – A list has been given to me for aadhar card updation. So I
request the customer to follow this procedure -.
⇨ Update through Net Banking:
1.Login to Net Banking --> Select "Accounts" --> Select "Requests" --> View / Update Aadhaar
Number
2. Login to Net Banking --> "Update Contact Details" --> Aadhaar No
OR
⇨ Update through Mobile Banking:
Login to Mobile Banking --> Select Accounts --> Select "Requests" --> View / Update Aadhaar
Number
OR
⇨ Update through Branch:
Step 1: You can Personally Visit your nearest Branch:
Step 2: Fill the application form available at the Branch

45
Step 3: Please carry your original Aadhaar copy or E-Aadhaar for verification.
Your Aadhaar number will be updated within 3-4 working days after receipt of the request and complete
documentation.
Benefits of Updating Aadhaar number in Bank Account
1. Receipt of Direct Benefit Transfer (DBT) of LPG Subsidy directly into Bank account.
2. Receive direct credit of other Government subsidies like welfare funds, pensions, scholarships,
MNREGA wages etc. into your account.
 Phone Banking-PhoneBanking offers you all the conveniences you need to access your
Accounts, Credit Cards, Loans, Demat & Investment Services from the comfort of your home,
office or on the move, all this in your preferred language. PhoneBanking services are a
combination of IVR and Agent offering, depending on the type of transaction. For all
transactions that cannot be completed on the IVR, PhoneBanker assited services are available
This means carrying out of banking transaction through the telephone. A customer can call up
the banks help line or phone banking number to conduct transactions like transfer of funds,
making payments, checking of account balance, ordering cheques, etc. This also eliminates the
customer of the need to visit the bank’s branch.
 MOBILE BANKING-Banks can now help a customer conduct certain transactions through
the Mobile Phone with the help of technologies like WAP, SMS, etc. This helps a bank to
combine the Internet and telephone and leverage it to cut costs and at the same time provide its
customer the convenience. Thus it can be seen that banks are tapping the entire above alternative
channels to cut costs improve customer satisfaction SMS Banking HDFC Bank's SMS Banking
service enables you to access your bank account, investment account and demat account on your
Mobile Phone. Now get latest update on your account balance, salary credits, large debits, large
credits, holding value and much more, on your mobile anytime.

46
Toll Free MobileBanking
Now call below numbers to access Banking services
Call 1800-270-3333 to get your account Balance
Call 1800-270-3355 to get your Mini statement
Call 1800-270-3366 to give request for Cheque Book
Call 1800-270-3377 to give request for Account Statement
 SMS Banking -With SMS Banking you can access your account on your mobile wherever
you are. Access your bank account, make banking transactions, monitor your accounts and fixed
deposits on your mobile. We are the only bank to offer the SMS Banking service in English and
Hindi.
What’s more for instant Balance inquiry call 1800-270-3333 and we shall SMS you the Account
Balance details.
SMS to be sent
Type the specific keyword for the transaction and send it to 5676712
"bal" for Balance Enquiry
"txn" for Mini Statement
"cst <6 digit cheque no.>" for Cheque Status Enquiry
 10 SECOND PERSONALLOAN CALLING – In this a list of people is given and I
had to call regarding requirement of 10 second personal loan. Interested customer has to come in
branch with aadhar card, pan card and loan is given. Rate of interest is 14-16%
 Business LoanCalling- In this a list of people is given to me and I had to call regarding
requirement of business loan. Interested customer has to come in branch. Rate of interest is 14-
16%

47
 Quick Disbursals
 Complete Transparency
 Competitive Pricing
 No Security Required
RESEARCH METHODOLOGY
Research is a careful investigation or inquiry especially through search for new facts in branch of
knowledge: market research specifies the information. Required to address these issues: designs the
method for collecting information: manage and implements the data collection process analyses the
results and communicates the finding and their implications.
Research problem is the one which requires a researcher to find out the best solution for the given
problem that is to find out the course of action, the action the objectives can be obtained optimally in the
context of a given environment.
RESEARCH DESIGN
A framework or blueprint for conducting the research project, it specifies the details of the procedures
necessary for obtaining the information needed to structure and/or solve research problems. A good
research design lays the foundation for conducting the project. A good research design will ensure that

48
the research project is conducted effectively and efficiently. Typically, a research design involves the
following components, or tasks:
 Define the information needed.
 Design the research.
 Specify the measurement and scaling procedures.
 Construct and present a questionnaire or an appropriate form for data collection.
 Specify the sampling process and sampling size.
 Develop a plan of data analysis.
Data Collection
The objectives of the project are such that both primary and secondary data is required to achieve them.
So both primary and secondary data was used for the project. The mode of collecting primary data is
questionnaire mode and sources of secondary data are various magazines, books, newspapers, &
websites etc.
1. Primary Data: The primary data was collected to measure the customer satisfaction and their
perception regarding HDFC Bank. The primary data was collected by means of questionnaire and
analysis was done on the basis of response received from the customers. The questionnaire has been

49
designed in such a manner that the consumer’s satisfaction level can be measured and consumer can
enter his responses easily.
2. Secondary Data: The purpose of collecting secondary data was to achieve the objective of
studying the recent trends and developments taking place in banking.
Sample size –
100 customers were selected.
Sampling Unit –
Bhilwara
Sampling Technique –
Convenient sampling.
Types of researchdesign used–
Exploratory research design
Analysis and Interpretation
After the data collection, it was compiled, classified and tabulated manually and with help of computer.
Then the task of drawing inferences was accomplished with the help of percentage and graphic method.
Data analysis & interpretation
1. For how long you are part of HDFC Bank?

50
Interpretation:
From the above graph it is clear that majority of
the respondents are part of HDFC Bank from
last one year i.e. 37%; 29% of the respondents
are part of HDFC Bank from last more than 2
years; 20% respondents from 6 months and
remaining 14% respondents are part of HDFC
Bank for last two years.
2. What are reasons that attract you to be a customer of the bank?
Interpretation:
the respondents i.e. 45% are become part of
HDFC Bank because of its services; 25% because
of its image; 25% because of its extra services
and rest because of all the three factors.
image0
10
20
30
40
50
25 25
45
5
image Extra services services all of above
20%
37%
14%
29%
Less than 6 Months Less than 1 Year
Less than 2 Years More than 2 Years

51
3. Are you aware of the different services offered by HDFC Bank?
Interpretation:
From the above graph it is clear that majority of the
respondents are aware of products and services
offered by HDFC Bank i.e. 91% and 9% respondents
are not aware of services offered by HDFC Bank.
4. Do you know about these following services of the bank?
Interpretation:
the respondents are aware of saving a/c & FD’s
i.e. 100%.53% are aware about current a/c, 5%
demat a/c, 25% credit card, 16% mutual fund
and 95% are aware of loans.
5. Which of these services are you using?
91%
9%
Yes No
100 100
53
5
25
19 16
0
50
100
150 saving a/c fixed deposits
current a/c demat a/c

52
Interpretation:
From the above graph it is clear that majority of the
respondents are using saving a/c i.e. 65%.58% are
using FD’s, 40% current a/c, 3% demat a/c, 0% credit
card, 10% mutual fund and 47% are aware of loans.
6. Which of these services are you further interested in?
Interpretation:
the respondents are interesting in FD’s i.e.
24%,20% are interesting in saving a/c, 40%
current a/c, 23% mutual fund, 19% in loans and
nobody is interesting in credit cards and demat
a/c’s.
20
24
10
0 0
23
19
0
5
10
15
20
25
30
saving a/c FD's
current a/c demat a/c
credit cards mutual funds
loans
saving a/c0
10
20
30
40
50
60
70
65
58
40
3 0
10
47
saving a/c
fixed deposits
current a/c
demat a/c

53
7. Which service of the bank would you rate the best?
Interpretation:Fromthe above
graph it is clear that 33% of the
respondent rate saving a/c, the best
product. 40% said FD’s are best. 12%
said current a/c.10% said about mutual
funds.5% said about loans and no one
rate demat a/c & credit card.
8. Do you know about the Extra services being provided by the bank?
Interpretation:
From the above graph it is clear that 69% of the
respondents are known about the innovative
services and the rest is unknown about it.
0
5
10
15
20
25
30
35
40
saving a/c FD's current a/c
demat a/c credit cards mutual funds
loans
69%
31%
yes
no

54
9. Which of the following Extra service of the bank would you like to go for?
Interpretation:
respondents would like to go for phone banking,
60% for ATM’s, 10% for net banking, 10% for bills
payment, 5% don’t want any innovative services and
10% want all these services.
10. What is your perception about the service of the bank?
5
60
10
10
5
10
0 50 100
all of these non of these
bill payment net banking
ATM phone banking

55
Interpretation:
respondents found the service of HDFC Bank good,
55% found it average and 10% found it poor.
11. Are you satisfied with the dealing of the bank officials?
Interpretation:
From the above graph it is clear that
30% of the respondents are satisfied
with the dealing of the bank officials,
45% are not fully satisfied and 25%
are dissatisfied.
0
5
10
15
20
25
30
35
40
45
30
25
45
Yes
NO
TO some extent
0
10
20
30
40
50
60
35
55
10
Good
Average
Poor

56
12. Any problem you are facing regarding the bank?
Interpretation:
respondent facing the problem of timeliness, 12%
customer relationship and 10% of infrastructure.
13. How likely are you to recommend Bank services to a friend or
colleague?
Interpretation:
respondents are unlikely to recommend the
0
10
20
30
40
50
60
70
80
Timeliness Customer relationship
Infrastrusture Other
8%
30%
17%
35%
10%
0%0%0%0%0%
0%0%0%0%0%
0%0%0%0%0%
very unlikely
somewhat unlikely
neither likely nor unlikely
somewhat likely
very likely

57
products of HDFC Bank to their friends and colleagues, 30% said somewhat unlikely, 17% said
neither likely nor unlikely, 35% said somewhat likely nor 10% said very likely.
14. How will you rate the HDFC Bank in maintaining good customer
relationship?
Interpretation:
From the above graph it is clear that 20% of
the respondents said HDFC Bank is good in
maintaining customer relationship, 57% said
it is average and rest 33% said it is poor in
the maintenance.
15. What is your overall satisfaction rating with our bank?
0
10
20
30
40
50
60
20
57
33
good
Average
bad

58
Interpretation:
From the above graph it is clear that 48%
of the respondents are very satisfied
with the bank, 20% are somewhat
satisfied, 21% are neither satisfied nor
dissatisfied, 9% are somewhat
dissatisfied and 2% are very much
dissatisfied with the bank.
FINDINGS OF THE STUDY
► Majority of the customers are satisfied with HDFC Bank.
► Majority of the customers are aware of services and extra services offered by HDFC Bank. But
not all the services.
► The majority of the customers found services of the bank are average.
► Majority of the respondents are found the bank is average in maintaining the good customer
relationship.
29
21
48
20
0 50 100 150
Rating of the company
very dissatisfied
somewhat
dissatisfied
neither satisfied
very satisfied
somewhat
satisfied

59
► Majority of the respondent said that they are facing the problem of timeliness and rest are facing
problem of customer relationship and infrastructure.
► The perception of the majority of the customer regarding the bank is good because majority of
the customers are satisfied with the bank and they also recommend the products of the bank.
► The most preferable extra service is ATM’s and the less preferable services are bills payment,
net banking and phone banking.
► The majority of customers are more interested in FD’s, mutual funds and saving a/cs.
► The majority of the customers are satisfied with the dealing of the officials upto some extent.
► Main factor that attract customers towards bank is the services of the bank.
► Services that are most used by the customer are saving a/c, FD’s, current a/c and loans.
SUGGESTIONS AND RECOMMENDATIONS

60
► More stress should give on the advertisement and promotional activities.
► The Bank should make some efforts to improving good relationship with customer.
► The bank should enhance their services according to the needs of the customer.
► The bank should makes its procedures less time consuming.
► The bank should make effort to aware the customers about their all the extra services.
LIMITATIONS OF THE STUDY
It is said, “Nothing is perfect” and if the quite is true, I am sure that there would be few shortcoming in
this project also. Sincere efforts have been made to eliminate discrepancies as far as possible but few
would have reminded due to limitations of the study. These are:
 The research was carried out in a short period.
 Limited sample size.
 The information given by the respondent might be biased some of them might not be interested
to give correct information.
 Some of the respondents of the survey were unwilling to share information.

61
CONCLUSION
At the end I would like to conclude that The Indian banking market is growing at an astonishing rate,
with Assets expected to reach Rs.65000 crore by 2017. HDFC bank had a network of 4727 branches
And 12220 automated teller machines in 2666 cities in India. The majority of customers are satisfied.
But the bank should target on the rest of the customers who are not satisfied. The customers are aware
about the bank’s services but the Bank should try to create more awareness among people. HDFC Bank
should lay more stress on advertisements, both in print as well as in other media for this purpose.
Number of formalities should reduce, as customer feels irritated with lots of formalities and it will save
the time of customer and Bank also.

62
MY LEARNING EXPERIENCE:-
 About working in the organization
I had a memorable experience from joining the internship programme at HDFC BANK. In addition to
daily work I had great opportunity to meet different people working over there. Besides, I made a lot of
friends during the course of internship. They were all professional, sincere and taught me patiently. I
would never forget our pleasant time. In these 45 days, I have established a good relationship with the
employees in the organization. Through the programme, I broadened my views and improved my
communication skills. Besides, I found that having flexible mind and attitude which is very important in
the business world .It was much different from the study .As part of my study I visited different
departments in the organization to make a detailed study. Finally, I would like to give sincere thanks
again to everyone in the organization who extended their support in training me to complete this
programme. I believe that such experiences and skills are Valuable to my future career.
 About co-operations extendedby management& employees:
The management and the employees at HDFC BANK were very co-operative and helpful. They
provided each and every details required by me for the project. The trainers in each of the department
helped me with getting the required information and also explained me the working of each of the

63
department in details and they also helped me to know how the theoretical concepts that I have learnt in
my academics was useful in implementing with the practical situations in the organization.
 About what I learnt in their internship training:
It helped me to know the overall functioning of departments in the organization. How the employees are
motivated &trained in the organization towards achieving their targets set by the organization. It also
helped me to know the co-ordination between the different levels in the organizations, and also helped
me to know the leadership skills and also to be as an initiator during the different situation. It gave me a
practical exposure to the various functional areas of which I only had a theoretical knowledge so far.
 About my plan for future:
Through my summer internship programme I had good experience HDFC BANK. This helped me gain
self-confidence and improve my skill, through this I would be able to Implement my skill and
knowledge in the organisation where I would be given a chance to be An employee of the organisation
& I build in confidence where I can do my best to the organization which I am a part of. Now if a job is
offered to me by HDFC BANK or any other bank am in a position to handle it and I will take up the
offer as an opportunity to me.
 About Achievement:
As a trainee I got stipend of Rs. 7833. It’s a biggest achievement for me.

65
Websites:
www.hdfcbank.com
www.hdfcbank/products/finance
www.google.com
QUESTIONNAIRE

66
Name ______________________ Age _______________________
Gender_____________________ Occupation _________________
AnnuallyIncome _____________ e-mail _____________________
Address_____________________________________________________
1. For how long you are part of HDFC Bank?
Less than 6 Months ( ) Less than 1 Year ( )
Less than 2 Years ( ) More than 2 Years ( )
2. What are reasons that attract you to be a customer of the bank?
a) its image ( )
b) its service ( )
c) products ( )
d) all of the above ( )
3. Are you aware of the different services offered by HDFC Bank?
Yes ( ) No ( )
5. Do you know about these services of the banking industry?
a) Savings a/c Yes/no

67
b) Fixed deposits yes/no
c) Current a/c’s yes/no
d) Demat a/c’s yes/no
e) Credit card yes/no
f) Insurances yes/no
g) Mutual funds yes/no
h) Loans yes/no
5. Which of these products are you using?
a) Savings a/c yes/no
b) Fixed deposits yes/no
c) Current a/c yes/no
d) De-mat a/c yes/no
e) Credit card a/c yes/no
f) Insurance yes/no
g) Mutual finds yes/no
h) Loans yes/no
6. Which of these products are you more interested in?
a) Savings a/c yes/no
b)Fixed deposits yes/no

68
c) Current a/c yes/no
d) De-mat a/c yes/no
e) Credit card a/c yes/no
f) Insurance yes/no
g) Mutual finds yes/no
h) Loans yes/no
7. Which services of the banks would you rate the best?
a) Saving a/c
b) Fixed deposits
c) Current a/c
d) De-mat a/c
e) Credit card a/c
f) Insurance
g) Mutual funds
h) Loans
8. Do you know about the extra services being provided by the bank?
a) Yes b) No
9. Which of the following extra service of the banks would you

69
Like to go in for?
a) Phone banking ( )
b) ATM ( )
c) Net banking ( )
d) Mobile banking ( )
e) Bill payment ( )
f) None of these ( )
g) All of these ( )
10. What is your perception regarding the service of the bank?
a) Good ( )
b) Average ( )
c) Poor ( )
11. Are you satisfied with the dealing of the bank officials?
a. Yes ( )
b. No ( )
c. To some extend ( )
12. Any problem you are facings regarding the bank?
Timeliness ( )
Customer relationship ( )
Infrastructure ( )

70
Others ( )
13. How likely are you to recommend Bank services to a friend or colleague?
(1) Very unlikely ( )
(2) Somewhat unlikely ( )
(3) Neither likely nor unlikely ( )
(4) Very likely ( )
(5) Somewhat likely ( )
14. How will you rate the HDFC Bank in maintaining good customer relationship?
(1) Good ( )
(2) Average ( )
(3) Poor ( )
15. What is your overall satisfaction rating with our company?
(1) Very dissatisfied ( )
(2) Somewhat dissatisfied ( )
(3) Nether satisfied nor dissatisfied ( )
(4) Very satisfied ( )
(5) Somewhat satisfied ( )

71
Financial Highlights
Particulars For the year ended / As on March 31, 2017 March 31, 2016
Particulars For the year ended / As on
March 31, 2017
(in crore)
March 31, 2016
(in crore)
Deposits and Other Borrowings
717668.5 631393.2

72
Advances
554568.2 464594
Total Income
81602.5 70973.2
Profit Before Depreciation and Tax
22972.2 19343.8
Profit After Tax
14549.6 12296.2
Profit Brought Forward
23527.7 18627.8
Total Profit Available for Appropriation
38077.3 30924
Appropriations
Transfer to Statutory Reserve
3637.4 3074.1
Transfer to General Reserve
1455 1229.6
Transfer to Capital Reserve
313.4 222.2
Transfer to / (from) InvestmentReserve
4.3 (8.5)
Proposed Dividend*
- 2401.8
Tax (including cess) on Dividend*
- 488.9
Dividend (including tax / cess thereon) pertaining to previous
year paid during the year,
net of dividend tax credits
(1.7) (11.7)
Balance carried over to Balance Sheet
32668.9 23527.6
The Bank’s Total Income rose to ` 81,602.5 crore for the year under review from ` 70,973.2 crore in the previous year. Its Net
Profit increased by 18.3 per cent to ` 14,549.7 crore from ` 12,296.2 crore.

73
BALANCE SHEET
Mar 17 Mar 16 Mar 15
12 mths 12 mths 12 mths
EQUITIES AND LIABILITIES
SHAREHOLDER'S FUNDS
Equity Share Capital 512.51 505.64 501.30
Total Share Capital 512.51 505.64 501.30
Reserves and Surplus 88,949.84 72,172.13 61,508.12
Total Reserves and Surplus 88,949.84 72,172.13 61,508.12
Total ShareHolders Funds 89,462.35 72,677.76 62,009.42
Deposits 643,639.66 546,424.19 450,795.64
Borrowings 74,028.87 53,018.47 45,213.56
Other Liabilities and Provisions 56,709.32 36,725.13 32,484.46
Total Capital and Liabilities 863,840.19 708,845.57 590,503.07
ASSETS
Cash and Balances with Reserve Bank of India 37,896.88 30,058.31 27,510.45
Balances with Banks Money at Call and Short
Notice
11,055.22 8,860.53 8,821.00
Investments 214,463.34 163,885.77 166,459.95
Advances 554,568.20 464,593.96 365,495.03
Fixed Assets 3,626.74 3,343.16 3,121.73
Other Assets 42,229.82 38,103.84 19,094.91
Total Assets 863,840.19 708,845.57 590,503.07
OTHER ADDITIONAL INFORMATION
Number ofBranches 4,715.00 4,520.00 4,014.00
Number ofEmployees 84,325.00 87,555.00 76,286.00
Capital Adequacy Ratios (%) 15.00 16.00 17.00
KEY PERFORMANCE INDICATORS
Tier 1 (%) 13.00 13.00 14.00
Tier 2 (%) 2.00 2.00 3.00
ASSETS QUALITY

74
Gross NPA 5,885.66 4,392.83 3,438.38
Gross NPA (%) 1.00 1.00 1.00
Net NPA 1,843.99 1,320.37 896.28
CONTINGENT LIABILITIES, COMMITMENTS
Bills for Collection 30,848.04 55,242.58 22,304.93
ContingentLiabilities 817,869.59 821,565.54 975,233.95
Profit and loss account
Profit & Loss account of HDFC Bank ------------------- in Rs. Cr. -------------------
Mar 17 Mar 16 Mar 15
12 mths 12 mths 12 mths
INCOME
Interest / Discount on Advances / Bills 52,055.26 44,827.86 37,180.79
Income from Investments 15,944.34 14,120.03 10,705.61
Interest on Balance with RBI and Other Inter-Bank
funds
532.02 361.61 517.10
Others 774.34 911.95 66.41
Total Interest Earned 69,305.96 60,221.45 48,469.90
Other Income 12,296.50 10,751.72 8,996.35
Total Income 81,602.46 70,973.17 57,466.26
EXPENDITURE

75
Interest Expended 36,166.73 32,629.93 26,074.24
Payments to and Provisions for Employees 6,483.66 5,702.20 4,750.96
Depreciation 833.12 705.84 656.30
Operating Expenses (excludes Employee Cost &
Depreciation)
12,386.55 10,571.66 8,580.29
Total Operating Expenses 19,703.34 16,979.70 13,987.54
Provision Towards Income Tax 7,916.97 6,507.59 5,204.03
Provision Towards Deferred Tax -327.54 -165.88 -91.23
Provision Towards Other Taxes 0.00 0.00 0.75
Other Provisions and Contingencies 3,593.31 2,725.61 2,075.01
Total Provisions and Contingencies 11,182.74 9,067.32 7,188.56
Total Expenditure 67,052.82 58,676.96 47,250.34
Net Profit / Loss for The Year 14,549.64 12,296.21 10,215.92
Net Profit / Loss After EI & Prior Year Items 14,549.64 12,296.21 10,215.92
Profit / Loss Brought Forward 23,527.69 18,627.79 14,654.15
Total Profit / Loss available for Appropriations 38,077.33 30,924.01 24,870.07
APPROPRIATIONS
Transfer To / From Statutory Reserve 3,637.41 3,074.05 2,553.98
Transfer To / From Capital Reserve 313.41 222.15 224.92
Transfer To / From General Reserve 1,454.96 1,229.62 1,021.59
Transfer To / From Investment Reserve 4.29 -8.52 27.54

76
Dividend and Dividend Tax for The Previous Year -1.69 -11.71 0.84
Equity Share Dividend 0.00 2,401.78 2,005.20
Tax On Dividend 0.00 488.95 408.21
Balance Carried Over To Balance Sheet 32,668.94 23,527.69 18,627.79
Total Appropriations 38,077.33 30,924.01 24,870.07
OTHER INFORMATION
EARNINGS PER SHARE
Basic EPS (Rs.) 57.18 48.84 42.00
Diluted EPS (Rs.) 56.43 48.26 42.00
DIVIDEND PERCENTAGE
Equity Dividend Rate (%) 550.00 475.00 400.00
Financial Result Analysis
Balance Sheet:As of March 31, 2017
As on March 31, 2017, your Bank’s Total Balance Sheet stood at Rs.8,63,840 crore, an increase of 16.6
per cent over Rs.7,40,796 crore on March 31, 2016. Total Deposits increased by 17.8 per cent to `
6,43,640 crore from Rs. 5,46,424 crore As on March 31, 2017, your Bank’s Total Balance Sheet
stood at Rs.8,63,840 crore, an increase of 16.6 per cent over Rs.7,40,796 crore on March 31, 2016. Total
Deposits increased by 17.8 per cent to Rs. 6,43,640 crore from Rs.5,46,424 crore.
Profit & Loss Account: Year ended March 31, 2017
The Bank’s Total Income rose to Rs 81,602.5 crore for the year under review from Rs.70,973.2 crore in
the previous year. Its Net Profit increased by 18.3 per cent to Rs.14,549.7 crore from Rs.12,296.2 crore.

77
Proposeddividend
The Board of Directors of the Bank, at their meeting held on April 21, 2017, have proposed a dividend
of 11.00 per equity share aggregating Rs. 3,392.71 crore, inclusive of tax on dividend. Accordingly, the
proposed dividend and the tax thereon, under Appropriations in the Statement of Profit and Loss is
lower by Rs.2,818.80 crore and Rs.573.91 crore respectively and the balance of Other Liabilities is
lower by an equivalent amount as at March 31, 2017.

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