Saving account offerings of hdfc bank

A PROJECT REPORT
ON
“SAVING ACCOUNT OFFERINGS OF HDFC BANK”
A report submitted towards the partial fulfillment of the requirements of the
two years fulltime Post Graduate Programme in Management.
1

TABLE OF CONTENT
Titles Page No.
 Introduction 06
 Management 06
 Board of directors 07
 Business 08
 Business focus 10
 Promoters 11
 Amalgamation 11
 Distribution network 12
 Technology 12
 Saving account of HDFC Bank 13
 SWOT Analysis 86
 Comparative Analysis of Consumer Satisfaction Level 91
 Conclusion 98
 Bibliography 99
4

5
INTRODUCTION
The Housing Development Finance Corporation Limited (HDFC) was amongst the
first to receive an ‘inprinciple’ 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 Indian Banking
Industry in 1994. The bank was incorporated in August 1994 in the name of ‘HDFC
Bank Limited’, with its register office in Mumbai, India. HDFC Bank commenced
operations as a Scheduled Commercial Bank in January 1995.
MANAGEMENT
Mr. Jagdish Capoor took over as the bank’s Chairman in July 2001. Prior to this, Mr.
Capoor was a Deputy Governor in the Reserve Bank of India.
The Managing Director Mr. Aditya Puri has been a professional banker for over 25
years and before joining HDFC bank in 1994 was heading Citibank’s operation in
Malaysia.
The Bank’s Board of Directors is composed of eminent individuals with a wealth of
experience in public policy, administration, industry and commercial banking. Senior
executives representing HDFC are also on the Board.
Senior banking professionals with substantial experience in India and abroad head
various business and functions and report to the Managing Director. Given the
professional expertise management team and the overall focus on recruiting and

retaining the best talent in the industry, the bank believes that its people are a
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significant competitive strength.
BOARD OF DIRECTORS
Mr. Jagdish Capoor, Chairman
Mr. Aditya Puri, Managing Director
Mr. Keki Mistry
Mr. Vineet Jain
Mrs. Renu Karnad
Mr. Arvind Pandey
Mr. Ashim Samanta
Mr. C. M. Vasudev
(Appointed as Additional Director w.e.f. 17.10.2006)
Mr. Gautam Divan

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Mr. Bobby Parikh
(Resigned w.e.f. 17.10.2006)
Dr. Venkat Rao Gadwal
(Relinquished Office w.e.f. 14.3.2007)
Dr. Pandit Palande
BUSINESS
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:
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
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members and banks.
RETAIL BANKING 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 the customers through the growing branch network, as well as
through alternative delivery channels like ATMs, Phone Banking, NetBanking and
MobileBanking.
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. By September 30,
2005, the bank had a total card base (debit and credit cards) of 5.2 million cards.
The Bank is also one of the leading players in the "merchant acquiring" business
with over 50,000 Point-of-sale (POS) terminals for debit / credit cards acceptance at
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merchant establishment.
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
liberalization 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.
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.
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PORMOTERS
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.
AMALGAMATION
In a milestone transaction in the Indian banking industry, Times Bank Limited
(another new private sector bank promoted by Bennett, Coleman & Co./Times
Group) was merged with HDFC Bank Ltd., effective February 26, 2000. 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. The acquisition added significant value to
HDFC Bank in terms of increased branch network, expanded geographic reach,
enhanced customer base, skilled manpower and the opportunity to cross-sell and
leverage alternative delivery channels.

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DISTRIBUTION NETWORK
HDFC Bank is headquartered in Mumbai. The Bank at present has an enviable
network of over 744 branches spread over 339 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 centres 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 centres where the
NSE/BSE has a strong and active member base.
TECHNOLOGY
HDFC Bank operates in a highly automated environment in terms of information
technology and communication systems. All the bank's branches have online
connectivity, which enables the bank to offer speedy funds transfer facilities to its
customers. Multi-branch access is also provided to retail customers through the
branchnetworkandATM.
The Bank has made substantial efforts and investments in acquiring the best
technology available internationally, to build the infrastructure for a world class bank.
The Bank's business is supported by scalable and robust systems which ensure that
our clients always get the finest services we offer.

The Bank has prioritized its engagement in technology and the internet as one of its
key goals and has already made significant progress in web-enabling its core
businesses. In each of its businesses, the Bank has succeeded in leveraging its
market position, expertise and technology to create a competitive advantage and
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build market share.
SAVING ACCOUNTS OF HDFC BANK
HDFC bank offers different type of saving account to the requirement and potentiality
of the customers. Those offers are discussed one by one as below.
1. REGULAR SAVING ACCOUNT
It is an easy to operate saving account that allows a customer to issue cheques,
draw demand drafts and withdraw cash. The customers can check up on their
balances at their on comfort zone through net banking, phone banking and mobile
banking.
1.1. FEATURES & BENEFITS
 Wide network of branches and over thousand of ATMs to meet customers
all banking needs. It does not matters where the customer locates.
 Bank conveniently with facilities like net banking, mobile banking check
customers account balance, put utility bills or stop cheque payment through
SMS.

 Never overspend- customers can shop using their International Debit Card
that reflects the actual balance in their savings account.
 Personalized cheques with their name printed on each cheque leaf for
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enhanced security.
 Availability of facilities like safe deposit locker, sweep in and super saver
facility on customers account.
 Three free transactions on SBI/Andhra bank ATM per month.
 Free payable at par cheque book without any usage charge up to a limit of
Rs. 50000 p.m.
 Free InstaAlert for all account holders for life time of the account.
 Free passbook facility available for home branch for individual account
holders.
 Free e-mail statement facility.
1.2. ELIGIBILITY & ACCOUNT OPERATION
ELIGIBILITY
The following are eligible to open a Regular Saving account.
 Resident Individuals (sole or joint account).
 Hindu Undivided Families.
ACCOUNT OPERATION
 A minimum deposit of Rs. 5,000/- is required to open an account and
thereafter an Average Quarterly Amount of the same amount has to be
maintained.
 If a customer open a Fixed Deposit Account of Rs. 50,000/-, then no longer
they have to maintain a minimum balance of Rs. 5,000 on their Savings
Account. In effect their account becomes a Zero Balance Account.

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1.3. FEES & CHARGES
Description of Charges Regular Savings Account
Minimum Balance (Average
Quarterly Balance)
Option 1
Rs. 5000 (Urban), Rs. 2500
(Semi-urban)
Option 2
NIL with a Fixed deposit of
Rs. 50,000
Charges on non maintenance
thereof
Option 1
Rs. 750 per qtr (Urban &
Semi-urban)
Option 2
In case of non
maintenance of Rs. 50,000
Fixed Deposit - Rs. 750 per
qtr (Urban & Semi-urban)
Cheque Book
Free
Rs. 5 per leaf on non maintenance of Min
balance
PAP Cheque book
Upto Rs. 50,000 pm - No charges, Above Rs.
50,000 - Rs. 2.90 per 1000 on full amount.
Account Statements - Free
Monthly statements to be Collected from
branch.
Quarterly statements sent by post
Issue of duplicate / adhoc
statements
Rs.100 at Branch, Rs.50 per statement
through Phone banking (Non-IVR) & ATM,
Rs.30 per statement through Net banking,

Phone banking (IVR), & Mobile banking.
Hold Statement Rs. 400 per year
Passbook issuance Free
Duplicate passbook issuance Rs 100/-
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Managers Cheques/Demand
Drafts- Issuance/Re-issuance -
On HDFC Bank Locations
DD request through Branch
Upto Rs.
10,000
Rs. 50
Rs. 40 (Senior Citizens /
Individuals in Rural areas)
Above
Rs.10,000 &
upto Rs.
50,000
Rs. 75 (Rs. 50 through
Phone banking)
Only DD amount upto Rs
100,000 for Preferred & Rs
50,000 for other customers
accepted at Phone banking
Above Rs.
50,000 & upto
Rs. 1 Lakh
Rs. 2.50 per 1000 or part
thereof (Min Rs. 150)
Above Rs. 1
Lakh
Rs. 2 per 1000 or part
thereof (Min Rs. 250 & Max
Rs. 5000)

DD request through Netbanking
Upto Rs. 1
Lakh
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Rs .30+(Corr. Bank
charges if applicable)
Third party DD
upto Rs. 1
Lakh
Rs .30+(Corr. Bank
(Third Party Registration required.
Customers registered for Third Party
Transfers have a maximum limit of 5 lacs per
cust. id and hence can issue multiple DDs of
1 lacs upto 5 lacs and send it to the
benefiacry address)
Managers Cheque/Demand
Drafts - Cancellation /
Revalidation
Rs. 50
Rs. 40 (Senior Citizens / Individuals in Rural
areas)
Demand Drafts- Issued - On Non
HDFC Bank Locations
Rs. 50 plus charges as outlined below:
Upto Rs. 500 Rs. 10
Above Rs. 500
to Rs. 1000 Rs. 15
Above Rs.
1000 to Rs.
5000 Rs. 25
Above Rs. Rs. 30

5000 to Rs.
10,000
Above Rs.
10,000 to Rs. 1
Lakh
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thereof
Above Rs. 1
Lakh
Cheque Collection - Local
Clearing Zone Free
Collection of outstation cheques -
our bank locations
Cheques drawn on metro/non-metro cities
(Branch Locations)
Cheque value
Rs. 0 to Rs.
500 No Charges
Cheque value
Rs. 501 &
above
Re. 1 per 1000 (Min Rs.
50)
Credit on receipt of clear funds
other locations
Cheques (MICR) drawn on non-branch
locations with correspondent bank tie-up -
0.40% (Min Rs. 50)
Cheques drawn on non-branch locations with
no correspondent bank tie-up/non-MICR
cheques - 0.65% + Rs. 25 (Min Rs. 50)

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Cheque return charges drawn on
us - Local
Due to insufficient funds - Rs. 350
Due to Technical reasons - No charge
Rs. 400 on non-maintenance of Min balance
us deposited in other locations Rs. 75
Cheques deposited - outward
Rs. 50
Rs. 100 on non maintenance of Min balance
Balance Enquiry - at Branch Free
Balance Certificate Current year - Free, Previous year - Rs. 250
Interest Certificate Rs. 50
TDS Certificate Free
Account Closure
Upto 14 days - No charge
15 days upto 6 months - Rs 100/-
Above 6 months - No charge
Photo Attestation Rs. 50
Signature Attestation
Rs. 50
areas)
Address Confirmation Rs. 50
Stop Payment Charges
Particular Cheque - Rs. 50 (Free through
Phonebanking), Range of Cheques - Rs. 100

(Free through Phonebanking)
Cheque status per instance Rs. 25
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Standing Instructions
Setting up Rs. 150, Rs. 25 per transaction
plus remittance charge
Unarranged overdraft Rs. 100 per occasion + 18% interest pa
Cash Delivery (in select cities)
Rs. 50 per delivery subject to max value of
Rs. 1 Lakh
Old records/copy of paid cheques
Upto 1 year - Rs. 50 per record, Above 1
year - Rs. 100 per record
Activation of dormant account Rs. 100
Branch transactions
Free
3 free in the qtr & Rs. 60 per additional
transaction on non-maintenance of Min
balance (cash deposit/withdrawal)
Interbranch transactions through
teller counters - Funds Transfer Free
teller counters - Cash
transactions.
Upto Rs. 50,000/- free per month, Above Rs.
50,000/- Rs 2.90 per 1,000/- on the full
amount.
Third party cash transactions at
non-home branches through teller
counters
Upto a limit of Rs.10,000 per day - Rs.100
(plus taxes). Above Rs.10,000 - Not allowed
home branch through teller Free of charge

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counters
Local Cheque deposited for
outstation accounts No Charge
Phonebanking - IVR Free
Phonebanking - Non IVR
Free
Rs. 50 per call on non maintenance of Min
balance for transactions that are available on
IVR but are done through the PhoneBanking
executive
ATM Card Free
ATM Card - Replacement charges Rs. 100 (plus taxes)
ATM Card - Transaction charge
for Partner banks - SBI & Andhra
Bank
Balance enquiry: Free
& Rs.17.80 (plus taxes) per cash withdrawal
for Non-Partner banks NA
Debit Card - Annual Fee - Regular Rs. 100 per year (plus taxes)
Debit Card - Annual Fee - Gold Rs. 500 per year (plus taxes)
Debit Card - Annual Fee -
Women's Card Rs.100 per year (plus taxes)
Debit Card - Renewal Fee -
Regular Rs. 100 per year (plus taxes)

Debit Card - Renewal Fee - Gold Rs. 500 per year (plus taxes)
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Debit Card - Replacement
charges
Replacement of a damaged card - No
charges & Replacement of a lost card - Rs.
100 (plus taxes) (for all card types)
Debit Card - Transaction Charge -
HDFC Bank ATMs Free
Non HDFC Bank Domestic ATMs
Non HDFC Bank International
ATMs
Rs. 15 per balance enquiry & Rs. 110 per
cash withdrawal (plus taxes)
PIN regeneration charge Rs. 25 (plus taxes)
Decline charge for insufficient
balance
Transactions declined at other Bank ATMs
anywhere in the world or at a Merchant outlet
outside India due to insufficient funds will be
charged at Rs. 25 per transaction (plus
taxes)
Add-on Debit Card - Regular
Rs. 100 per year (plus taxes) - One add-on
card free for the first year
Add-on Debit Card - Gold Card Rs. 500 per year (plus taxes)

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Add-on Debit Card - Women's
Card Rs.100 per year (plus taxes)
Bill Pay Rs. 25 (plus taxes) per qtr per Customer ID
InstaPay Rs. 10 (plus taxes) per transaction
InstaAlert Free
Visa Money Transfer Rs. 20 (plus taxes) per transaction
EFT Charges - Inward NIL
EFT Charges- outward NIL
RTGS - Outward
Rs. 0.25 per 1000 per transaction (Min Rs.
50, Max Rs. 1000) (plus taxes)
RTGS - Inward NIL
Mobilebanking NIL
Netbanking Free
ECS (Debit) Return Charges Rs 200 (plus taxes)
Passbook issuance(at home
branch) Free
2. SAVING PLUS ACCOUNT
This is the best banking option for the customer to open Saving Plus Account with
HDFC Bank. The customers have to maintain an Average Quarterly Balance of Rs.
10,000/- and experience the benefits.

2.1. FEATUERS & BENEFITS
 Wide network of branches and over thousand ATMs to meet all your banking
needs no matter where you are located.
 3 Free transactions on SBI/Andhra Bank ATMs per month.
 3 Free transactions on any other Bank's ATM per month.
 Free International Debit Card for all account holders for life time of the
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account.
 Free Demand Drafts on HDFC Bank locations, upto a limit of 25,000/- per
day.
 Free Bill Pay & InstaAlerts for all account holders for lifetime of the account.
 Free Electronic Funds Transfer facility, NetBanking, PhoneBanking &
MobileBanking.
 Special relationship discount on purchase of Gold Bars.
 25%-off on the Locker rental for the 1st year (only).
 Free Passbook facility available at home branch for account holders
(individuals).
ELIGIBILITY
 Foreign Nationals residing in India.
 If someone is a Foreign National residing in India, he or she may open a
Savings Account by temporarily attaching an undertaking, stating sources of
credit and a copy of your Residence Permit.

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ACCOUNT OPERATION.
thereafter an Average Quarterly Amount of the same amount has to be
maintained.
 If AQB in the savings a/c is >=10,000/- and/or the balance in the FD is
>=50,000/-, no AQB non-maintenance charges will be levied.
 If the AQB in the SB a/c falls below 10,000/- and balance in the FD is also
<=50,000/-, following charges would be applicable:
AQB in the SB a/c between 5,000/- and 10,000: Rs. 750/- per quarter
AQB in the SB a/c is less than 5,000/-:
 Thus, if the Savings Plus Account AQB is <10,000/- but FD balance is
>=50,000/-, no minimum balance charges will apply.
 Transaction charges applicable in case the specified AQB is not been
maintained in the previous qtr.

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2.3.FEES & CHARGES
Description of Charges Savings Plus Account
Quarterly Balance)
Option 1 Rs. 10000(Urban/Semi-urban)
Option 2
NIL with a Fixed deposit of Rs.
50,000
Charges on non
maintenance thereof
Option 1
AQB in the SB a/c between 5,000/-
and 10,000/-: Rs. 750/- per quarter,
AQB in the SB a/c is less than
5,000/- :Rs. 1,000/-
Option 2
In case of non maintenance of Rs.
50,000 Fixed Deposit the charges
mentioned in Option 1 would be
applicable
Cheque Book
Free
Rs. 5 per leaf on non maintenance of Min balance
PAP Cheque book
50,000 - Rs. 2.90 per 1000 on full amount
Monthly statements to be Collected from branch.

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statements
Rs.100 at Branch, Rs.50 per statement through
Phonebanking (Non-IVR) & ATM, Rs.30 per
statement through Netbanking, Phonebanking
(IVR), & Mobilebanking.
Duplicate passbook
issuance
Rs 100/-
Managers
Cheques/Demand Drafts-
Issuance/Re-issuance - On
HDFC Bank Locations
Free DDs/MCs per account per month with
maximum of Rs. 25,000 per day
Above Rs.
25,000 &
upto Rs.
50,000
Phonebanking)
Only DD amount upto Rs 100,000
for Preferred & Rs 50,000 for
other customers accepted at
Phonebanking
Above Rs.
50,000 &
upto Rs. 1
Lakh
Rs. 2.50 per 1000 or part thereof
(Min Rs. 150)

Above Rs. 1
27
Lakh
Rs. 2 per 1000 or part thereof (Min
Rs. 250 & Max Rs. 5000)
Upto Rs. 1
Lakh
Rs .30+(Corr. Bank charges if
applicable)
Third party
DD upto Rs.
1 Lakh
Rs .30+(Corr. Bank charges if
applicable)
(Third Party Registration required. Customers
registered for Third Party Transfers have a
maximum limit of 5 lakh per cust. id and hence
can issue multiple DDs of 1 lakh upto 5 lacs and
send it to the benefiacry address)
Revalidation
Rs. 50
areas)
Demand Drafts- Issued - On
Non HDFC Bank Locations
Upto Rs. 500 Rs. 10
Above Rs. 500 to
Rs. 1000
Rs. 15
Above Rs. 1000 to
Rs. 5000
Rs. 25

Above Rs. 5000 to
Rs. 10,000
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Rs. 30
Above Rs. 10,000
to Rs. 1 Lakh
thereof
Above Rs. 1 Lakh
Clearing Zone
Free
Collection of outstation
cheques - our bank
locations
(Branch Locations)
Cheque value Rs. 0 to
Rs. 500
No Charges
Cheque value Rs. 501 &
above
Re. 1 per 1000
(Min Rs. 50)
cheques - other locations
Cheques (MICR) drawn on non-branch locations
with correspondent bank tie-up - 0.40% (Min Rs.
50)
Cheques drawn on non-branch locations with no
correspondent bank tie-up/non-MICR cheques -

0.65% + Rs. 25 (Min Rs. 50)
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Cheque return charges
drawn on us - Local
drawn on us deposited in
other locations
Rs. 75
Cheques deposited -
outward
Rs.50
Account Closure
Rs. 50

30
areas)
Setting up Rs. 150, Rs. 25 per transcation plus
remittance charge
Unarranged overdraft NA
Cash Delivery (in select
cities)
Rs. 50 per delivery subject to max value of Rs. 1
Lakh
Old records/copy of paid
cheques
Upto 1 year - Rs. 50 per record, Above 1 year -
Rs. 100 per record
Activation of dormant
account
Rs. 100
Branch transactions
Free
3 free in the qtr & Rs. 60 per additional transaction
on non-maintenance of Min balance (cash
deposit/withdrawal)
Interbranch transactions
through teller counters -
Free

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Funds Transfer
Cash transactions
Upto Rs. 50,000/- free, Above Rs. 50,000/- Rs
2.90 per 1,000/- on the full amount.
Third party cash
transactions at non-home
branches through teller
counters
Upto a limit of Rs.10,000 per day - Rs.100 (plus
taxes). Above Rs.10,000 - Not allowed
Third party cash
transactions at home
branch through teller
counters
Free of charge
outstation accounts
No Charge
Free
executive
ATM Card Free

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ATM Card - Replacement
charges
Rs. 100 (plus taxes)
ATM Card - Transaction
charge for Partner banks -
SBI & Andhra Bank
charge for Non-Partner
banks
NA
Regular
Free for all account holders for life time
Gold
Rs. 500 per year (plus taxes)
Women's Card
Regular
NA
Gold
Women's Card
Debit Card - Replacement Replacement of a damaged card - No charges &

charges Replacement of a lost card - Rs. 100 (plus taxes)
(for all card types)
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Debit Card - Transaction
Charge - HDFC Bank ATMs
Free
Charge - Non HDFC Bank
Domestic ATMs
International ATMs
Rs. 15 per balance enquiry & Rs. 110 per cash
withdrawal (plus taxes)
Charge - SBI/Andhra Bank
ATMs
2 Free transactions ( Cash Withdrawal ) per
month
Above 2 transactions, Rs.17.80 (plus taxes) per
cash withdrawal
Decline charge for
insufficient balance
charged at Rs. 25 per transaction (plus taxes)
Add-on Debit Card -
Regular
Free

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Add-on Debit Card - Gold
Card
Add-on Debit Card -
Women's Card
BillPay Free
InstaAlert Free
RTGS - Outward
Rs. 0.25 per 1000 per transaction (Min Rs. 50,
Max Rs. 1000) (plus taxes)
RTGS - Inward NIL
Mobilebanking Free
Netbanking Free
branch)
Free
Duplicate passbook
issuance
Rs 100/-

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3. SAVING MAX ACCOUNT
HDFC Bank welcome everyone to a world of convenience by presenting SavingsMax
account, loaded with maximum benefits to make banking experience a pleasure. By
maintaining an average quarterly balance of just Rs. 25,000/- customer can get a
host of premium services absolutely free.
 Free unlimited transactions: Cash withdrawal and balance enquiry, at all
HDFC Bank ATMs & on any other Bank's ATM using HDFC Bank Debit Card.
 Free Gold Debit Card for primary account holder for lifetime of the account.
Gold Debit Card for other account holders at Rs 250/- p.a.
 Free Woman's Advantage/International Debit Card for all account holders for
lifetime of the account.
 Free Payable-at-Par (PAP) chequebook, without any usage charges upto a
limit of 1 lac per month.
 Free Demand Drafts on HDFC Bank locations, upto a limit of 50,000/- per day
at home branch.
 Self/Third Party Cash Deposit/Withdrawal at non-home branches, upto Rs
50,000/- per day free. Above Rs 50,000 a charge of Rs 2.90 per thousand on
the full amount would be applicable.
 Optional sweep out facility to transfer extra savings to a Fixed Deposit, at the
threshold of Rs.50,000/-.In the event of the balance in SavingsMax account

exceeding Rs 50,000/-, the amount in excess of Rs 50,000/- will be swept out
in to a Fixed Deposit with a minimum value of Rs 25000/- for a 1year 1day
36
period.
 Free BillPay & InstaAlerts for all account holders for lifetime of the account.
 Free Monthly Statement of Account.
 50% off on the Locker rental for the 1st year only.
 Folio maintenance charges on Demat account free for first year.
 Free National Electronic Funds Transfer facility, NetBanking, PhoneBanking &
MobileBanking.
The following are eligible to open a Saving Max Account.
 If you are a Foreign National residing in India, you may open a Savings
Account by temporarily attaching an undertaking, stating sources of credit and
a copy of your Residence Permit.
ACCOUNT OPERATION
thereafter an Average Quarterly Balance of the same amount has to be
maintained.

 If the AQB in the SavingsMax a/c >= 25,000/- and/or the balance in the FD is
>= 100,000/-, no AQB non-maintenance charges will be levied. If the AQB in
the SavingsMax a/c falls below 25,000/- and balance in the FD is also below
100,000 the following charges would be applicable:
AQB in the SavingsMax a/c between Rs10,000/- and Rs
37
25,000
Rs. 1000/- per
quarter
AQB in the SavingsMax a/c is less than Rs10,000/- Rs. 1,500/- Qtr.
 However, if the SavingsMax a/c AQB is <25,000/- but FD balance is
>=100,000/- no minimum balance charges will apply.
 Transaction charges applicable in case the specified AQB is not been
maintained in the previous qtr.
3.3. FEES & CHARGES
Description of Charges Saving max account
Quarterly Balance)
Option 1
Rs. 5000 (Urban), Rs. 2500
(Semi-urban)
Option 2
NIL with a Fixed deposit of
Rs. 50,000
thereof
Option 1
Rs. 750 per qtr (Urban &
Semi-urban)
Option 2
In case of non
maintenance of Rs. 50,000
Fixed Deposit - Rs. 750 per

38
qtr (Urban & Semi-urban)
Cheque Book
Free
Rs. 5 per leaf on non maintenance of Min
balance
PAP Cheque book
branch.
statements
Upto Rs.
10,000
Rs. 50
Above
Rs.10,000 &
upto Rs.
50,000
Phone banking)

39
Above Rs.
50,000 & upto
Rs. 1 Lakh
Above Rs. 1
Lakh
Rs. 5000)
Upto Rs. 1
Lakh
Rs .30+(Corr. Bank
Third party DD
upto Rs. 1
Lakh
Rs .30+(Corr. Bank
cust. id and hence can issue multiple DDs of
benefiacry address)
Rs. 50

Revalidation areas)
40
HDFC Bank Locations
Upto Rs. 500 Rs. 10
Above Rs. 500
to Rs. 1000 Rs. 15
Above Rs.
1000 to Rs.
5000 Rs. 25
Above Rs.
5000 to Rs.
10,000 Rs. 30
Above Rs.
10,000 to Rs. 1
Lakh
thereof
Above Rs. 1
Lakh
Clearing Zone Free
our bank locations
(Branch Locations)
Cheque value
Rs. 0 to Rs.
500 No Charges
Cheque value
Rs. 501 &
50)

above
41
other locations
0.40% (Min Rs. 50)
cheques - 0.65% + Rs. 25 (Min Rs. 50)
us – Local
Cheques deposited – outward
Rs. 50

42
Account Closure
Rs. 50
areas)
Rs. 1 Lakh
Branch transactions
Free

43
transactions.
50,000/- Rs 2.90 per 1,000/- on the full
amount.
non-home branches through teller
counters
Upto a limit of Rs.10,000 per day - Rs.100
(plus taxes). Above Rs.10,000 - Not allowed
home branch through teller
counters Free of charge
Free
executive
ATM Card Free

44
Bank
Debit Card - Annual Fee - Regular Rs. 100 per year (plus taxes)
charges
100 (plus taxes for all card types)
HDFC Bank ATMs Free

45
ATMs
balance
taxes)
BillPay Rs. 25 (plus taxes) per qtr per Customer ID
InstaAlert Free
RTGS - Outward
RTGS - Inward NIL
Mobilebanking NIL

Netbanking Free
46
branch) Free
4. “NO FRILLS” SAVING ACCOUNT
In an effort to make banking simpler and more accessible customers, HDFC Bank
has introduced the 'No Frills' Savings Account, which offers the customers all the
basic banking facilities. They can even avail of services like NetBanking,
Mobilebanking free of cost.
 Access a wide network of branches and over a thousand ATMs across the
country to meet all your banking needs.
 Bank conveniently with facilities like Free NetBanking and MobileBanking.
 Use the Free Electronic Funds Transfer (EFT) facility to transfer funds from
your HDFC Bank account to an account in another Bank at the locations as
specified by RBI.  Enjoy Free IVR based Phone Banking. (Agent assisted calls will be charged).  Get Free Quarterly Account Statements.  Access your account through a Free ATM Card.  Enjoy free Cash Deposits at Branch.

 Free transactions at HDFC Bank ATMs. 1 Free Cash withdrawal per month at
47
the Branch
 Additional Branch Cash withdrawals in the month will be charged @ Rs.50/-
per transaction. Cheque deposits at branches will be free of charge and
without any restrictions.
 International Debit Card available only on request at the branch @ Rs. 100/-
p.a. for each applicant.
 First Chequebook consisting of 25 leaves free and subsequent cheque books
to be charged at the rate of Rs 5/- per cheque leaf.
 Take advantage of BillPay, an instant solution to all your frequent utility bill
payments. Instruct for payment over the phone or through the Internet.
 Enjoy InstaAlerts via e-mails or SMS at nominal charges.  Avail facilities like Safe Deposit Locker, Sweep-In and Super Saver on your
account.  Free Email Statement facility
The following are eligible to open a 'No Frills' Savings Account:
ACCOUNT OPERATION
 No Initial Payment is required to open a 'No Frills' account and No Average
Quarterly Balance needs to be maintenance.

48
ELIGIBILITY CRITERIA
Customer can open a No Frills Savings account if he:
 Does not have a bank account & has an annual income of less than or equal to Rs.
50,000/- or
 Does not have a bank account & is a beneficiary under a Government Welfare
Scheme.
4.3. FEES & CHARGES
Description of Charges No Frills Saving account
Quarterly Balance)
ZERO
thereof NA
Cheque Book
First Chequebook consisting of 25 leaves
free and subsequent cheque books to be
charged at the rate of Rs 5/- per cheque leaf.
PAP Cheque book NA.
Account Statements - Free Monthly statements to be Collected from

branch.
49
statements
Upto Rs.
10,000
Rs. 50
Above
Rs.10,000 &
upto Rs.
50,000
Phone banking)
Above Rs.
50,000 & upto
Rs. 1 Lakh

Above Rs. 1
Lakh
50
Rs. 5000)
Upto Rs. 1
Lakh
Rs .30+(Corr. Bank
Third party DD
upto Rs. 1
Lakh
Rs .30+(Corr. Bank
cust id and hence can issue multiple DDs of
benefiacry address)
Revalidation
Rs. 50
areas)
HDFC Bank Locations
Upto Rs. 500 Rs. 10
Above Rs. 500
to Rs. 1000 Rs. 15
Above Rs. Rs. 25

1000 to Rs.
5000
Above Rs.
5000 to Rs.
10,000 Rs. 30
Above Rs.
10,000 to Rs. 1
Lakh
51
thereof
Above Rs. 1
Lakh
Clearing Zone Free
our bank locations
(Branch Locations)
Cheque value
Rs. 0 to Rs.
500 No Charges
Cheque value
Rs. 501 &
above
50)
other locations
0.40% (Min Rs. 50)

cheques - 0.65% + Rs. 25 (Min Rs. 50)
52
us - Local
Cheques deposited - outward
Rs. 50
Account Closure
Rs. 50
areas)

53
Rs. 1 Lakh
Branch transactions
Free
transactions.
50,000/- Rs 2.90 per 1,000/- on the full
amount.

54
Free
executive
ATM Card Free
Bank
Debit Card - Annual Fee –
Debit Card - Annual Fee – Gold Rs. 500 per year (plus taxes)
Debit Card - Renewal Fee –
Debit Card - Renewal Fee – Gold Rs. 500 per year (plus taxes)

55
charges
ATMs
balance
taxes)
BillPay Rs. 25 (plus taxes) per qtr per Customer ID
InstaAlert Free

56
RTGS - Outward
Netbanking Free
5.INSTITUTIONAL SAVING ACCOUNT
A specially designed account that offers twin benefits of a savings as well as a current
account. Customers continue to earn interest while they enjoy hassle-free banking & a host of
other features.
 Zero balance account
 Payable at Par chequebook facility Free: You can now use your PAP chequebook at
any of HDFC Bank locations (through Clearing only) without any charge.
 Enjoy unlimited DDs on HDFC Bank locations Free.
 Carry out cash transactions at any HDFC Bank branch. Third party cash
transactions up to Rs.50,000/ - per day Free.
 Get monthly account statements Free.

 Avail special discounts on Foreign exchange transactions.
 Bank from home using our 24-hour NetBanking & PhoneBanking service.
 Collect fees, donations online using our Payment Gateway facility.
 Invest your surplus funds smartly! Get valuable investment advice from our monthly
57
newsletter absolutely free.
5.2. ELIGIBILITY
 Registered trusts, associations, societies, clubs & such other institutions can apply
for this account.
 This is a Zero Balance Account. There is no Average Quarterly Balance (AQB)
requirement.
5.3. FEES & CHARGES
Description of charges Institutional Saving Account
Quarterly Balance) Zero
thereof NIL
PAP Cheque book
PAP Cheque Book Free - issued by default 25 leaves
Free per calendar quarter

No charges on usage at HDFC Bank locations.
Account Statements - Free Monthly statements sent by post
58
statements
Rs.100 at Branch, Rs.50 per statement through Phone
banking (Non-IVR) & ATM, Rs.30 per statement through
Net banking, Phone banking (IVR), & Mobile banking.
Free DDs on HDFC Bank locations without limit
DD request through NetBanking
Upto Rs. 1 Lakh
Free
Corr bank charges
applicable
Third party DD upto Rs. 1
Lakh
Free
Revalidation Rs. 50
Upto Rs. 10,000
Rs. 50
Above Rs.10,000 & upto
Rs. 50,000
Phone banking)

59
Above Rs. 50,000 & upto
Rs. 1 Lakh
Above Rs. 1 Lakh
Rs. 5000)
Upto Rs. 1 Lakh
Rs .30+(Corr. Bank charges
if applicable)
Third party DD upto Rs. 1
Lakhs
Rs .30+(Corr. Bank charges
if applicable)
(Third Party Registration required. Customers registered
for Third Party Transfers have a maximum limit of 5 lacs
per cust id and hence can issue multiple DDs of 1 lakh
upto 5 lacs and send it to the benefiacry address)
Revalidation Rs. 50
HDFC Bank Locations
Upto Rs. 500 Rs. 10
Above Rs. 500 to Rs. Rs. 15

1000
Above Rs. 1000 to Rs.
5000 Rs. 25
10,000 Rs. 30
Above Rs. 10,000 to Rs. 1
60
Lakh
thereof
Above Rs. 1 Lakh
Clearing Zone Collection Free. Courier charges (Rs.20/-) applicable
Collection of outstation cheques
- our bank locations Collection Free. Courier charges (Rs.20/-) applicable
Collection of outstation cheques
- other locations
Cheques (MICR) drawn on non-branch locations with
correspondent bank tie-up - 0.40% (Min Rs. 25 per inst)
+ Courier charges (Rs.25/-) applicable
correspondent bank tie-up/non-MICR cheques - 0.40%
(Min Rs. 25 per inst) + Courier charges (Rs.25/-)
applicable
Cheques deposited - outward Rs. 50

61
Account Closure
Signature Attestation Rs. 50
Particular Cheque - Rs. 50
(Free through PhoneBanking
& NetBanking),
Range of Cheques - Rs. 100
(Free through PhoneBanking
& NetBanking)
Cheque status per instance
Rs.
25
Setting up Rs. 150, Rs. 25 per transaction plus
remittance charge
cheques
Upto 1 year - Rs. 50 per record, Above 1 year - Rs. 100
per record

62
Branch transactions Free
transactions
Cash Deposits upto Rs. 50,000 per day - Free
Cash Withdrawals upto Rs.50,000 per day - Free
Above Rs. 50,000 - Rs. 2.90 per 1000 on the full
amount
Third party cash transaction limit of Rs.50,000 per day -
Free. Above Rs.50,000 - Not Allowed
PhoneBanking - IVR Free
PhoneBanking - Non IVR Free
InstaAlert Free
RTGS – Outward
Rs. 0.25 per 1000 per transaction (Min Rs. 50, Max Rs.
1000) (plus taxes)
Mobilebanking NIL

63
6.KID’S ADVANTAGE ACCOUNT
HDFC bank provides an interesting offer for the parents to for their child today and
secures his/her future. They can do this by opening up a Saving Account and
transfer money into their kids Advantage Account.
 Automatically increases the balance in their Kids Advantage Account by
transferring a fixed sum from their Savings Account every month.
 Amounts in excess of Rs. 5,000/- over and above a balance of Rs. 10,000/-
gets converted into Fixed Deposits for a specified period in their child's
name.
 Free International Debit Card for their child (above 7 years of age) with a
maximum drawing capability of Rs. 2,500/- per day.
 Free Education Insurance cover of up to Rs. 1,00,000/- for their child with
every Kids Advantage Account.
 Net Banking facility to monitor both, parent’s Savings Account as well as
their Kids Advantage Account.
 Free Funds Transfer between parents’ Savings Account and their Kids
Advantage Account.
 Opt for systematic Investment in Mutual Funds to plan for their Child’s future.

64
6.2. ELIGIBILITY
 Anyone can open a Kids Advantage Account as long as their child is a minor
and they have a Savings Account with HDFC Bank.
 If the customer does not have a HDFC Savings Account, he/she will need to
open an account.
6.3. HOW TO OPEN A KID’S ADVANTAGE ACCOUNT
 Every parent need to invest a minimum sum of Rs. 10,000/- in the name of
their child as a Fixed Deposit with a minimum term period of 6 months and 1
day. A new Kids Advantage Account that links to this Fixed Deposit will be
opened up in their child's name.
 Parents can instruct the bank to transfer a standard amount (min. Rs. 500/-)
from their Savings Account every month to their child's Kids Advantage
Account.
 Over a period, when the balance in the Kid's Advantage Account exceeds
Rs.10,000/-, the amount in excess of Rs.5,000 will be transferred into a new
Fixed Deposit, for a specific period in their child's name.
7. PENSION SAVING BANK ACCOUNT

A Pension Saving Account is a Zero Balance Account that accumulates
someone’s pension over the years. It comes with a free International Debit Card and
facilities like Phone and Net Banking. The customers can access this Account from
any branch within the HDFC network and also request for transfer to another bank.
65
 The Pension Saving account is a Zero Balance Account.
 Timely credit of receivables.
 Pension Accounts are transferable from one branch/bank to another.
7.2. ELIGIBILITY
The following are eligible to open to a Pension Saving Bank Account:
 All employees of central government and civil ministries who are covered
under the Central Government Civil Pension Scheme operated by Central
Pension Accounting Office, Department of Expenditure and Ministry of
Finance.
 All the employees of an establishment with workforce strength of more than
20 (including contract employees) and who have opted to be members of the
EPS 95 scheme.
 Existing members of "Member of Employees" Family Pension Scheme.
7.3. PROCEDURE & OPERATION

 A Pension Salary Account can only be opened in an individual's name.
 The account can be opened up to two months before the date of retirement.
 The details of employees HDFC Bank Pension Salary Account will have to be
66
furnished to their employer.
 After retirement, the RPFC/CPAO will forward the Pension Payment Order
(PPO) to HDFC Bank’s designated office.
 Employee will then receive intimation to complete documentation at the
designated branch.
 After the pensioner's portion of the PPO is handed over, the pension will start
getting credited to their account every month.
7.4. FEES & CHARGES
Services Pension product
Minimum Balance NIL
thereof NIL
Cheque Book Free
PAP Cheque book NA
branch.

67
statements
Upto Rs.
10,000
Rs. 50
Above
Rs.10,000 &
upto Rs.
50,000
Phone banking)
100,000 for Preferred &
Rs 50,000 for other
customers accepted at
Phone banking
Above Rs. Rs. 2.50 per 1000 or part

50,000 & upto
Rs. 1 Lakh
68
Above Rs. 1
Lakh
thereof (Min Rs. 250 &
Max Rs. 5000)
Upto Rs. 1
Lakh
Rs .30+(Corr. Bank
Third party DD
upto Rs. 1
Lakh
Rs .30+(Corr. Bank
Transfers have a maximum limit of 5 lacs
per cust. id and hence can issue multiple
DDs of 1 lacs upto 5 lacs and send it to the
benefiacry address)
Revalidation
Rs. 50
Rs. 40 (Senior Citizens / Individuals in
Rural areas)
HDFC Bank Locations Rs. 50 plus charges as outlined below:

Upto Rs. 500 Rs. 10
Above Rs. 500
to Rs. 1000 Rs. 15
Above Rs.
1000 to Rs.
5000 Rs. 25
Above Rs.
5000 to Rs.
10,000 Rs. 30
Above Rs.
10,000 to Rs. 1
Lakh
69
thereof
Above Rs. 1
Lakh
Clearing Zone Free
Revalidation
Rs. 50
areas)
our bank locations
(Branch Locations)
Cheque value
Rs. 0 to Rs.
500 No Charges

Cheque value
Rs. 501 &
above
70
50)
other locations
0.40% (Min Rs. 50)
Cheques drawn on non-branch locations
with no correspondent bank tie-up/non-
MICR cheques - 0.65% + Rs. 25 (Min Rs.
50)
us - Local
Rs. 400 on non-maintenance of Min
balance
Clearing Zone Free
Cheques deposited - outward Rs. 50

71
Account Closure
Rs. 50
Rs. 40 (Senior Citizens / Individuals in
Rural areas)
Phonebanking), Range of Cheques - Rs.
100 (Free through Phonebanking)
Cash Delivery (in select cities) Rs. 50 per delivery subject to max value of

Rs. 1 Lakh
72
Interbank transactions through
Interbank transactions through
transactions. Free
outstation accounts Free
Free
ATM Card Free
ATM Card - Replacement charges NA
Bank
& Rs.17.80 (plus taxes) per cash
withdrawal

Debit Card - Annual Fee - Regular Free
73
Regular Free
charges
HDFC Bank ATMs Free
& Rs.17.80 (plus taxes) per cash
withdrawal
ATMs

74
balance
anywhere in the world or at a Merchant
outlet outside India due to
insufficient funds will be charged at Rs. 25
per transaction (plus taxes)
InstaAlert Rs. 25 (plus taxes) per qtr per account
RTGS - Outward
RTGS – Inward NIL

75
8. FAMILY SAVING GROUP
HDFC Bank provides the Family Saving Group which links together upto four
individual HDFC Bank accounts (same family) under a single group. The family can
take advantage of the group Average Quarterly Balance (AQB) and operate their
individual accounts without worrying about minimum balance.
 All account holders can operate their account freely without worrying about
their minimum balance.
 Family members with NRI status can also be part of the group.
 Each individual can get 5 Free Cash withdrawal transactions on SBI ATMs
per group per month.
 Each individual can get upto 2 free DD's/ MC's on HDFC Bank locations per
account per month (max. up to Rs. 25,000/- per instrument per day).
 Free International Debit Card for all account holders till the account is part of
the Family group. (NRO Accounts will be issued only ATM cards)
 Free Standing Instructions for investment into Mutual Funds.
8.2. ELIGIBILITY
 All members of the family should hold individual HDFC Bank accounts.

 A member of the family with an NRI status can also be part of this group
76
account.
 Not more than 4 members of a family can form a Family Savings Group.
8.3. FEES & CHARGES
Description of Charges Family Saving Group
Quarterly Balance) Rs. 25,000 (Urban & Semi-urban)
Charges on non
maintenance thereof
AQB between Rs. 25,000 & Rs. 10,000 -
Charges of Rs. 1000 per group per qtr.
Charged to the account with the highest
balance.
AQB is less than Rs. 10,000 - Charges of
Rs. 1500 per group per qtr. Charged to the
account with the highest balance.
Cheque Book
Free
PAP Cheque book Upto Rs. 50,000 pm - No charges, Above Rs.

77
Monthly statements to be Collected from branch.
statements
Rs.100 at Branch, Rs.50 per statement through
Phone banking (Non-IVR) & ATM, Rs.30 per
statement through Net banking, Phone banking
(IVR), & Mobile banking.
Duplicate passbook
issuance Rs 100/-
Managers
Cheques/Demand Drafts-
2 free DDs/Mcs per account per month with

78
Issuance/Re-issuance - On
HDFC Bank Locations
maximum of Rs. 25,000 per DD per day
Upto Rs. 10,000
Rs. 50
Individuals in Rural
areas)
Above Rs.10,000 & upto
Rs. 50,000
Phone banking)
Rs. 60 (Senior Citizens
/ Individuals in Rural
areas)
Only DD amount upto
Rs 100,000 for
Preferred & Rs 50,000
for other customers
accepted at Phone
banking

Above Rs. 50,000 &
upto Rs. 1 Lakh
79
Rs. 2.50 per 1000 or
part thereof (Min Rs.
150)
Above Rs. 1 Lakh
Upto Rs. 1 Lakh
Rs .30+(Corr. Bank
Third party DD upto Rs.
1 Lakhs
Rs .30+(Corr. Bank
(Third Party Registration required. Customers
registered for Third Party Transfers have a
maximum limit of 5 lakhs per cust. id and hence
can issue multiple DDs of 1 lacs upto 5 lakhs and
send it to the benefiacry address)
Revalidation
Rs. 50
areas)
Demand Drafts- Issued - On
Non HDFC Bank Locations
Upto Rs. 500 Rs. 10
1000 Rs. 15

5000 Rs. 25
10,000 Rs. 30
Above Rs. 10,000 to Rs.
80
1 Lakh
thereof
Above Rs. 1 Lakh
Clearing Zone
Free
Cheque value Rs. 0 to
Rs. 500 No Charges
Re. 1 per 1000 (Min
Rs. 50)
Cheque value Rs. 501 &
above
Cheques (MICR) drawn on non-branch locations
with correspondent bank tie-up - 0.40% (Min Rs.
50)
cheques - other locations
drawn on us - Local
correspondent bank tie-up/non-MICR cheques -
0.65% + Rs. 25 (Min Rs. 50)

81
drawn on us deposited in
other locations Rs. 75
Cheques deposited -
outward Rs. 50
Account Closure
Rs. 50
areas)

82
Setting up Rs. 150, Rs. 25 per transaction plus
remittance charge
Cash Delivery (in select
cities)
Rs. 50 per delivery subject to max value of Rs. 1
Lakh
cheques
Upto 1 year - Rs. 50 per record, Above 1 year -
Rs. 100 per record
Activation of dormant
account Rs. 100
Funds Transfer Free
Cash transactions.
50,000/- Rs 2.90 per 1,000/- on the full amount.
Free
ATM Card Free
ATM Card - Replacement Rs. 100 (plus taxes)

83
charges
charge for Partner banks -
SBI & Andhra Bank
charge for Non-Partner
banks NA
Gold Rs. 500 per year (plus taxes)
Gold Rs. 500 per year (plus taxes)
charges
Replacement of a damaged card - No charges &
Replacement of a lost card - Rs. 100 (plus taxes)
(for all card types)
Debit Card - Transaction Free

84
Charge - HDFC Bank ATMs
Domestic ATMs
International ATMs
Rs. 15 per balance enquiry & Rs. 110 per cash
withdrawal (plus taxes)
Decline charge for
insufficient balance
charged at Rs. 25 per transaction (plus taxes)
Rs. 100 per year (plus taxes) - One add-on card
free for the first year
Add-on Debit Card - Gold
Card Rs. 500 per year (plus taxes)
Add-on Debit Card -
RTGS - Outward
Rs. 0.25 per 1000 per transaction (Min Rs. 50,
Max Rs. 1000) (plus taxes)

85

SWOT ANALYSIS
86
Strengths
 Right strategy for the right
products.
 Superior customer service vs.
competitors.
 Great Brand Image
 Products have required
accreditations.
 High degree of customer
satisfaction.
 Good place to work
 Lower response time with
efficient and effective service.
 Dedicated workforce aiming at
making a long-term career in the
field.
Weaknesses
 Some gaps in range for certain
sectors.
 Customer service staff need
training.
 Processes and systems, etc
 Management cover insufficient.
 Sectoral growth is constrained by
low unemployment levels and
competition for staff
Opportunities
 Profit margins will be good.
 Could extend to overseas
broadly.
Threats
 Legislation could impact.
 Great risk involved
 Very high competition prevailing

87
 New specialist applications.
 Could seek better customer
deals.
 Fast-track career development
opportunities on an industry-wide
basis.
 An applied research centre to
create opportunities for
developing techniques to provide
added-value services
in the industry.
 Vulnerable to reactive attack by
major competitors.
 Lack of infrastructure in rural
areas could constrain investment.
 High volume/low cost market is
intensely competitive.

SAVING ACCOUNT COMPARISION
88
FEATURES
STANDARDCH
ARTERED
BANK
HDFC
BANK
ICICI
BANK
ABN-AMRO
BANK
KOTAK
MAHIND
RA
Min. balance 10000/- 5000/- 5000/- 10000/- 10,000/-
A/C
maintenance
charges
>5,000 1500/- 750/- 750/- 500/- pm
750/-
+12.36%
stax
>=5,000 to
<7,500 1250/- nil nil 400/- pm nil
>=7,500 to
<10,000 750/- nil nil 300/- pm nil
Quarterly
statement free free free free free
Monthly
statement free free free free free
Pass book free free free free free
cheque book free free free free free
ATM usage free free free free free
BAL. Enquiry free free free 5/- free
cash withdrawal
(abroad) 140/- (per day) N/A N/A 120/- N/A

89
ATMs
Annual fees
nil (1year), 200/-
2nd
1y
free,100/-
2nd
nil(1year),
99/-,2nd 180 per year
free for
life
Replacement
charges 100/- 100/- 200/- 200/- 100/-
Manual cash
withdrawal
100/- (Ind),150/-
(abr) N/A N/A N/A N/A
New password
charges free N/A N/A N/A N/A
Max. withdrawal 20000/- 20000/- 25000/- 50000/- 25000/-
Demand draft
Drawn on our
branches
free
(for2mths),0.10
%
upto10,00
0- Rs.
50/-
Rs.2 per
1,000 50/-
Free-
5L,2.5/-
per1000
Drawn on
correspond
branches Rs.15 per 1,000
upto75,00
0 -Rs.75/-
Rs.5 per
1,000 0.25% N/A
cancellation 250/- 50/- 100/- 50/- 100/-
Lost 250/- N/A 100/- N/A 100/-
Doorstep
banking Selected cities N/A N/A Available Available
Phone banking Available Available Available Available Available

Net banking Available Available Available Available(fr) Available
90
Cheque return
Cheque issued
by customer 300/- 350/- 350/- 350/- 300/-
cheque
deposited by
customer 100/- 50/- 75/- 100/- 300/-
Outstation
cheque collection
free at our
branch
1/-
pe1,000,
mi 50/-
125/-
+Oth.bank
.chq 0.25%
free at
our
branches
Stop payment 100/- 50/-
50/- per
chq 100/- 100/-
ECS 250/- 200/- 200/- 100/- N/A
A/C closed < 6
months 500/-
15 days-
6mths-
100/- 250/- 500 if <1year 600/-
Add-on a/c debit
card N/A N/A
only on
request 180/- N/A
A Comparative Analysis of Customer Satisfaction Levels of AXIS, HDFC and
ICICI Bank
Introduction-

The study intends to compare the satisfaction levels of three private sector banks
namely Axis Bank, HDFC Bank and ICICI Bank. This research paper looks at the key
issue of service quality and nature of service quality delivered to satisfy the
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customers of these banks.
Objective-
 To study the satisfaction level of consumers of three chosen banks.
 To identify the perception of consumer about their banks with comparison to
others banks.
 Recommendations to increase customer satisfaction level.
Research Methodology-
 Descriptive Research
 Primarily based on Primary Data collection
 Follow Questionnaire method
 Quantitative Research
 Non Probabilistic- convenience sampling
Sampling-
 Sampling Unit: The sampling units selected were all above 18 years of age
with diverse socio- economic background.

 Sampling Technique: Samples were selected by way of convenient sampling
and questions were asked to the respondents when they were coming out of
their respective banks after availing the services there.
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Sample Size-
A total sample size of 120 was selected which had the following break up:
 AXIS bank customers: 40
 HDFC bank customers: 40
 ICICI customers: 40
DATA Analysis Methodology-
(1) Tangibles. Physical facilities, equipment and appearance of personnel.
(2) Reliability. Ability to perform the promised service dependably and accurately.
(3) Responsiveness. Willingness to help customers and provide prompt service.
(4) Assurance (including competence, courtesy, credibility and security).
Knowledge and courtesy of employees and their ability to inspire trust and
confidence.
(5) Empathy (including access, communication, customer). Caring and
individualized attention that the firm understanding the provides to its customers.
Question 1-5
 Your bank uses up to date equipments.
 .The physical facilities in your bank are visually appealing.

 The employees appear neat and well dressed.
 Materials associated with service (e.g. - withdrawal and deposit forms etc.)
are easy to use and visually appealing.
 Your bank has convenient business hours.
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Name of Bank Customer experience.
AXIS 5.5
HDFC 5.7
ICICI 5.7
5.5
5.7 5.7
5.7
5.65
5.6
5.55
5.5
5.45
5.4
Customer
Experience
AXIS
HDFC
ICICI
Question 6-10
 Your bank promises to do something by a certain time, it does so.
 When you have a problem, your bank shows sincere interest in solving it.

 Your bank performs service right at the first time.
 Your bank should keep the records accurately.
 Your bank keeps you informed about when a service will be performed.
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Name of bank Customer experience
AXIS 5.7
HDFC 6.5
ICICI 5.4
5.7
6.5
5.4
7
6
5
4
3
2
1
0
Customer experience
AXIS
HDFC
ICICI
Questions 11-13
 Employees of your bank give you prompt service.

 The employees of your bank always willing to help you.
 The employees of your bank are never too busy to help you.
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AXIS 5.5
HDFC 5.9
ICICI 5.9
5.5
5.9 5.9
5.9
5.8
5.7
5.6
5.5
5.4
5.3
Customer experience
AXIS
HDFC
ICICI
Questions 14-17
 The employees of your bank are trustworthy.

 You feel safe while doing transactions with your bank.
 The employees of your bank are courteous.
 The employees of your bank have the knowledge to answer your questions.
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AXIS 5.4
HDFC 6
ICICI 5.5
5.4
6
5.5
6
5.9
5.8
5.7
5.6
5.5
5.4
5.3
5.2
5.1
Customer experience
AXIS
HDFC
ICICI
Questions 18-21

 Your bank gives you individual attention
 Your bank has employees who give you individual attention.
 Your bank has your best interest at heart.
 Employees of your bank understand you specific needs.
97
AXIS 6.5
HDFC 6
ICICI 7
6.5
6
7
7
6.8
6.6
6.4
6.2
6
5.8
5.6
5.4
Customer experience
AXIS
HDFC
ICICI
Conclusion

 The expectations of HDFC and ICICI customers are quiet high while that of
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AXIS bank customers is quiet low.
 The perceived performance of the customers shows that the performance of
ICICI and HDFC in terms of service is better than AXIS Bank.
 In order to keep a customer satisfied a bank must identify the value the
customer appoints to every item in each dimension, and then the focus should
be given in order of that value.

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BIBLIOGRAPHY
The following sources have been referred to while making the project:
Websites referred-http://
www.hdfc bank.com
http://en.wikipedia.org/wiki/hdfcbank
http://www.google.com

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