Factors Influencing Customers to Select HDFC Bank in Surat City.

1. New To Bank Acquisition: -
FactorsInfluencingCustomersto Select HDFC
Bank in Surat City.
Presented By :
Chaitya Mehta
(187500592061)

2. Introduction : –
New to Bank Acquisition
• Put simply, customer
acquisition refers to
gaining new consumers
to purchase a company’s
products and/or services.
• Find potential customers
and approach them.

3. Banking Industry Profile
Global Level
• $ 134.1 trillion market value and will grow robustly until 2021.
• Asia-Pacific region remains the largest region having 42% of
the global total asset value.
National Level
• Investment of 42000 cr in public banks by 2019.
• largest merger of IndusInd Bank Limited and Bharat Financial
Inclusion Limited of US $ 2.4 billion.
State Level
• Gujarat is having best banking networks in the country.
• Total activity of all banks reached 12,451 billion rupees, with
deposits reaching 6,742 billion rupees and loans of 5,708
billion dollars.

4. HDFC Bank Profile
• January, 1994
• Authorized Share Capital of Rs 650 cr
• Listed In - Luxembourg Stock Exchange (LuxSE), NSE, BSE
• Amalgamation with - Times Bank
Centurion Bank of Punjab
• Branches - 4787 (2019)
• ATM's - 12635
• Employees - 88000+
• Customers - 4.9 cr +
• Ranked and no. 1 Bank in Asia.

5. SWOT Analysis

6. Literature Review
Name Year Topic Conclusion
Almossawi (2001) Main factors
determining the
choice of student
banks
Banking reputation, parking availability
near the bank, staff friendliness , the
availability and location of ATMs are main
factors.
S Rao, DRK Sharma (2010) Criteria for selecting
bank
courtesy of employees, parking, loyalty
programs, brand, security system and low
costs. Also zero balance are also important
in motivating choice of a bank.
R.S.Bulomine Regi (2005) Variables that have a
significant effect on
the bank selection
convenience, quality of service, price of
products and services, safety and
technology.
Maran Marimuthu,
Chan Wai Jing, Lim Phei
Gie, Low Pey Mun, Tan
Yew Ping
(2010) factors that
determine the
acceptance of the
Islamic banking
system
costs-benefits, delivery service,
convenience, the influence of friends /
relatives has significant relationships with
the acceptance of the Islamic bank

7. Objectives
Primary Objectives : -
• To study the how to acquire new customers in HDFC
bank while understanding the selection criteria by
new customers to select bank in surat city.
Secondary Objective : -
• To know the major influencers of customers while
selecting the HDFC bank.
• To know the position of HDFC bank in mind of the
people and willingness of the people to select HDFC
bank in future.

8. Research Methodology
Problem statement The research aims to better understand the factors influencing
the acquisition of new clients
Research Questions Which are the factors that affect the customers to select a Bank?
Research Design Descriptive research design
Sampling Non-Probability Convenience Sampling
Data Collection • Primary Data – Semi structured Questionnaire - Close Ended
Questions
• Secondary Data - Literature review and other relevant
publications
Tools for Data
Analytics
• Microsoft Excel 2010
• SPSS version 20.0
Benefit • Help to offer services and products according to preference of
the customers.
Limitation • data is collected not from specific zone
• limited to 207 respondents.
• Some respondents may not answer properly.

9. Findings
Demographic variables Frequency Percentage
Gender
Male 150 72.5
Female 57 27.5
Total 207 100.0
Age
18 – 25 years 110 53.1
25 – 35 years 64 30.9
35 – 50 years 29 14.0
More than 50
years
4 1.9
Total 207 100.0

10. Occupation
Student 53 25.6
Professional 36 17.4
Housewife 14 6.8
Self-Employed 56 27.1
Salaried 47 22.7
Retired 1 .5
Total 207 100.0
Income
Less than 10,000 50 24.2
10,000 – 50,000 105 50.7
50,000 – 1,00,000 23 11.1
1,00,000 – 3,00,000 22 10.6
More than 3,00,000 7 3.4
Total 207 100.0

11. Q1.InwhichtypeofBankdoyouprefertohavean
account?
Frequency Percent Valid
Percent
Cumulative
Percent
Valid
Public 68 32.9 32.9 32.9
Private 108 52.2 52.2 85.0
Co-
operative 31 15.0 15.0 100.0
Total 207 100.0 100.0

12. Q2. Typesof servicescustomersusing
Responses Percent of
CasesN Percent
services
[Current, Saving
A/c] 168 32.7% 81.2%
[Cards] 127 24.8% 61.4%
[Insurance] 56 10.9% 27.1%
[Lockers] 28 5.5% 13.5%
[Term Deposits] 28 5.5% 13.5%
[Loans] 52 10.1% 25.1%
[Investments] 47 9.2% 22.7%
[Others] 7 1.4% 3.4%
Total 513 100.0% 247.8%

13. Q3.Haveyoueverchangedyourpreviousbankorthinking
tochangeinfuture?
Frequency Percent Valid Percent Cumulative
Percent
Valid
No 171 82.6 82.6 82.6
Yes 36 17.4 17.4 100.0
Total 207 100.0 100.0

14. Q4.FactorsaffectingtheselectionofBank
N Minimum Maximum Mean
Concenient Branch and
ATM Location
207 1 5 1.54
Brand & trust 207 1 5 1.69
[Ambience] 207 1 4 2
[Innovation and
Technology]
207 1 5 1.7
[Conduct of staff] 207 1 5 1.75
[Availability of Product
information]
207 1 5 1.81
[Query Resolution
Effeciency]
207 1 5 1.58
[Attractive Proposal] 207 1 5 1.98
[E- Banking Facility] 207 1 5 1.6
[Recommendations of
family and friends]
207 1 5 1.93
Valid N (listwise) 207

15. Q5.Factorsaffectingfortheselectionofbankfor
investmentpurpose
N Minimum Maximum Mean
[Easy accessibility &
Proximity] 207 1 5 1.62
[Less documentation] 207 1 5 1.92
[Staff Efficiancy] 207 1 5 1.71
[Brand Image] 207 1 5 1.81
[Loan facility(secured and
unsecured)] 207 1 5 1.83
[Variety of Products] 207 1 5 1.92
[Low service charge] 207 1 5 1.66
[Cash and cheque facilities
(Depositing, Withdrawal)] 207 1 5 1.73
[E- Banking(POS machine,
Payment gateway, E net,
etc.)]
207 1 5 1.66
Valid N (listwise) 207

16. Q6. Whoisyourmaininfluencerwhenyouchoosethe
bank?
Frequency Percent
Valid
Family 87 42.0
Employee/Personnel 37 17.9
Colleagues 18 8.7
Promotional Schemes 23 11.1
Friends 29 14.0
Internet 13 6.3
Total 207 100.0

17. Q7.Whatis yourlikelinessto selectHDFC bankin
future?
Frequency Percent
Valid
Very likely 45 21.7
Likely 80 38.6
Somewhat likely 54 26.1
Not at all likely 28 13.5
Total 207 100.0

18. Kruskal Wallis Test - 1
• Test between Occupation and importance of selecting bank

19. Kruskal wallis Test -2
• Test between Types of Bank and Importance of selection of Bank

20. Kruskal Wallis Test - 3
• Test between type of bank and investment factors

21. Conclusion
• Majority of the population prefer to have an account in private
bank.
• The main factor that the customer see is the location of the
branch.
• Least important factor is the Ambiance of the branch.
• self employed and salaried are the one who are very likely to
open an account with HDFC bank in near future.
• Majority of population are self employed.
• Easy accessibility is the main factor for investing.
• Null Hypothesis is accepted between Occupation and
Important factors for the selection of Bank.
• Null Hypothesis is Test between Types of Bank and
Importance of selection of Bank.
• Null Hypothesis is rejected between Type of bank and E-
Banking. While in other investment factors it is accepted.

22. Refrences
• https://www.hdfcbank.com/assets/pdf/Milestone.pdf
• https://www.hdfcbank.com/aboutus/awards/default.htm
• http://www.capitalmarket.com/Company-Information/Peer-Comparison/HDFC-Bank-Ltd/4987
• https://www.hdfcbank.com/assets/pdf/Investor_Presentation.pdf
• https://www.businesstoday.in/current/corporate/hdfc-bank-q3-results-net-profit-gross-npas-bad-
loans/story/268417.html
• https://www.slideshare.net/VikasPawar9/hdfc-bank-prestation-vikas-pawar-9594195676
• https://www.hdfcbank.com/aboutus/News_Room/hdfc_profile.htm
• https://www.toppr.com/guides/commercial-knowledge/business-organizations/company-overview-of-hdfc-bank-
icici-bank/
• https://pestleanalysis.com/pestle-analysis-for-banking-industry/
• https://bankingfrontiers.com/gujarat-banking-network-an-analysis/

23. Thank you