presentation on the project DIGITALISATION IN BANKING with special reference to HDFC bank

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2. PRESENTED BY :
SUPRIYA SHARMA
ROLL NO. :1240-MBA-18
DIGITALISATION IN BANKING
(Bari Brahmana Branch)

3. Contents:
o ABOUT HDFC BANK
o MISSION VISION AND OBJECTIVES
o DIGITAL BANKING
o FEATURES OF DIGITAL BANKING
o ADVANTAGES OF DIGITAL BANKING
o DIGITAL PLATFORM
o RESEARCH WORK
o OBJECTIVES OF THE PROJECT
o DATA INTERPRETATION
o LIMITATIONS OF THE PROJECT
o CONCLUSION

4. INTRODUCTION ABOUT HDFC
Industry Banking , Financial services
Founded August 1994 in the name of 'HDFC Bank Limited’
Headquarters Mumbai, Maharashtra, India
Area served Worldwide
Network
• Branches : 5,130 Across 2,764 Cities
• ATMs : 13,394
HDFC- Housing Development Finance Corporation Limited
HDFC was the first to receive approval from the Reserve Bank of India (RBI) to set up a
bank in private sector.
• HIGHLIGHTS ABOUT HDFC BANK

5. MISSION;VISION & OBJECTIVES
MISSION:-
 To be ‘World Class Indian Bank
VISION:-
 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
OBJECTIVE:-
 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
 to achieve healthy growth in profitability.

6. What is digital and e- banking
1. Online banking also known as internet banking, e-banking
or virtual banking is an electronic payment system that
enables customers of a bank to conduct a range of
financial transactions through the financial institution’s
website.
2. E-banking includes the systems that enable financial
institution customers and individuals to access accounts,
transact business, obtain information on financial
products through a public or private network or internet.
3. Customers can access e-banking services using an
intelligent electronic device such as a personal computer,
personal digital assistant, automated teller machine,,
touch tone telephone.

7. Features of digital banking
A bank customer can perform non transactional tasks through
online banking, including:
I. Viewing account balances.
II. Viewing recent transactions.
III.Downloading bank statements etc.
Bank customers can transact banking tasks through online
banking including-
I. Funds transfers between the customer’s linked accounts.
II. Investment purchase or sale.
III.Credit card applications
IV. Paying third parties including bill payments and third party fund
transfer.

8. DIGITAL SERVICES & ADVANTAGES OF DIGITAL
BANKING
Digital Services:
a)Internet Banking.
b)Phone Banking.
c) SMS Banking.
d)Missed call Banking.
e)ATMs.
Advantages Of Digital Banking:
a)Lower manpower and back office cost.
b)Time saving
c) Convenience
d) online services are provided 24hrs a day, 7 days a week and 52 weeks
a year
e)No more Q-s; there are no queues in an online bank.

9. DIGITAL BANKING PLATFORM
1. HDFC Bank, one of the leading private sector lenders in India has
launched a new initiative ‘Bank Aap Ki Muthi Mein’ as part of their “Go
Digital Campaign” to turn a smartphone into a bank branch.
2. HDFC Bank app allows over 75 transactions apart from essential
transactions such as : booking of FDS, RDS, bill and tax payments,
buying insurance etc.
3. HDFC also provides customized location specific promotions as well as
offers and deals on shopping, dinning, movies, entertainment.
4. HDFC’s ‘Bank App Ki Muthi Mein’ is a technology agnostic initiative with
different apps like SMARTBUY, DAP , PAYZAPP and many more.
5. The SMS banking service is also available in “HINDI” for a broader
demographic.
6. With ‘Bank App Ki Muthi Mein’ we can do everything other than access
locker, deposit or withdraw cash.

10. Digital Applications by HDFC Bank
1. HDFC Bank Mobile Banking
• From this You can :
- Pay utility bills, credit card bills, transfer funds
- View Account summaries and Fixed Deposit
summaries.
- Request statements, Cheque book, Balance and
Interest Certificates.
2. PAYZAPP Application
• It is a complete payment solution, giving you the
power to pay in just One Click.
• You can Buy movie tickets, Book flight tickets and
hotels, shop online and get great discounts.
• Convenient, fast and secure
• Official app of HDFC Bank

11. 4. HDFC Smart Buy
• get great discounts at “SmartBuy”
• Get interesting offers
• Compare prices and save more by
HDFC Bank cards
5. HDFC Perks
HDFC PERKS is mainly for salaried
people.
- Helps to contact to your Relationship
Manager
6.Mobile Banking LITE App
• Quick-to-install banking application
that works without the internet.
• You don’t need a login/Password
• This app works from your registered
mobile number.
• This application can be used in either
Hindi or English language.

12. RESEARCH
METHODOLOGY

13. RESEARCH METHODOLOGY
• TITLE OF THE STUDY – “Digitalisation in banking”
• DURATION OF THE STUDY – 2 months
• TYPE OF RESEARCH – Exploratory and descriptive research
• SAMPLING UNIT – HDFC Bank Bari Brahmana Branch
• SAMPLING SIZE – 82 respondents were taken as a sample
• SAMPLING TECHNIQUE – Convenience sampling
• DATA SOURCES – Primary data & secondary data
• RESEARCH INSTRUMENT - Questionnaire

14. OBJECTIVES OF THE STUDY
• To analyze the awareness among customers using E-Banking services.
• To know about E-Banking services provided by HDFC Bank.
• To study the reasons for preferring E-Banking services.
• To understand the problems / reasons for not using E-Banking facilities by
customers provided by their Banks.
• To study the customer satisfaction relating to E-banking services provided
by HDFC Bank.

15. Gender
INTERPRETATION: It has been found that
majority of the respondents were male i.e 69.6%

16. AGE
• INTERPRETATION: As per the result, majority of
the respondents are from age group 20-35 i.e 68%
Series1, BELOW 20, 4,
5%
Series1, 20-35, 56, 68%
Series1, 35-50, 20, 24%
Series1, 50
ABOVE, 2,
3%
BELOW 20
20-35
35-50
50 ABOVE

17. PROFESSION
INTERPRETATION: Majority of the candidates
belong to private sector i.e 44%
Series1,
BUSINESS,
12, 15%
Series1,
PROFESSION
AL, 2, 3%
Series1, GOVT
SERVICE, 10,
12%
Series1,
PRIVATE, 36,
44%
Series1,
STUDENT,
20, 24%
Series1,
OTHER, 2, 2%
BUSINESS
PROFESSIONAL
GOVT SERVICE
PRIVATE
STUDENT
OTHER

18. EDUCATION STATUS
INTERPRETATION: Majority of the respondents
i.e 39% were post graduate
Series1,
SECONDARY,
16, 20%
Series1,
GRADUATE,
28, 34%
Series1, POST
GRADUATE,
32, 39%
Series1,
STUDENT, 1,
1%
Series1,
OTHER, 5,
6%
SECONDARY
GRADUATE
POST GRADUATE
STUDENT
OTHER

19. ARE YOU AWARE OF E-BANKING SERVICES
OFFERED BY HDFC BANK ?
INTERPRETATION :
As per the research, most of the respondents were aware of the e-banking services.

20. WHICH BANK IS BETTER IN PROVIDING
SERVICES REGARDING TRANSACTIONS ?
INTERPRETATION: Majority of the respondents have chosen HDFC Bank as their
preferred Bank regarding Transaction and Easy access.
Series1, HDFC,
52, 64%
Series1, J&K, 7, 9%
Series1, BOI, 1, 1%
Series1, SBI, 10, 12%
Series1, AXIS, 6, 7%
Series1, OTHER, 6,
7%
HDFC
J&K
BOI
SBI
AXIS
OTHER

21. SPECIFIC INFORMATION:
To study the Reasons for Choosing E-Banking Services
INTERPRETATION:- Majority of the respondents i.e
33.3% answered that E-banking saves time

22. To study the Problems faced by Respondents while using
E-Banking Services

23. Are you aware of Mobile Apps offered by HDFC
Bank ?
INTERPRETATION: Out of 82 respondents , 83.8% are aware of Mobile Apps,
16.2% are not aware of the Mobile Apps being offered

24. What would encourage you to use more online services ?
INTERPRETATION:
Majority of the respondents i.e. 47.4 % have answered that online services provide quick
service
38.5% said its an easy way to track our spending
14.1% said that they will get royalty points and cashback offers

25. Customer Satisfaction with the services provided by
their Bank
 Does your Bank educate about
the E-banking services being
offered?
 Are you satisfied by E-
banking services provided
by your bank

26. FINDINGS OF RESEARCH QUESTIONS
• According to the survey of 82 respondents , 91.3% of the respondents are aware
about E-banking services provided by the HDFC banks.
• Majority of the respondents have chosen HDFC Bank as their preferred Bank
regarding Transaction and Easy access.
• According to the survey 33.3% respondents have chosen that it is time saving, 22.7%
respondents have chosen that it is 24 hr access to accounts.
• 57% respondent agree that HDFC bank educate them about e- banking services offered
by them.
• 70% respondents were satisfied with e-banking services provided by bank.
.

27. CONCLUSION
• According to the study, bond of HDFC Bank with its customers is very
strong, because HDFC Bank mainly focuses on retaining their customers.
• This study finds that HDFC Bank is not only the leading private sector bank
but its vast range of products and availability of options make it one of the
better banks in India.
• HDFC Bank is a bank which gives higher standard of services.
• People who are using E-banking services find it as a more beneficial option
for conducting transactions rather than coming to the bank and stand in queue
and the people who are not using E banking services state the reasons that they
fear from misuse of ATM card, Failure of transaction etc.

28. • The bank further have to take necessary steps to educate the customers regarding
new technology and new services offered.
• The bank should adopt more upgraded techniques to make their customer feel
more secure while accessing their accounts.
• Effective awareness campaigns or Training program can be conducted for
customers so they can be motivated and can motivate others for using E-banking
services .
• The loyal merchants should be given some more discounts so that they would not
switch to other vendors ( attractive schemes )
• The HDFC bank should introduce more services which can be accessed through
Net Banking like advice on investment etc.
RECOMMENDATION & SUGGESTIONS

29. LIMITATIONS OF THE PROJECT
The following are the limitation of the project:-
 Some people are not interested in the survey and don’t want to answer
the questions.
 People coming to the bank don’t want to have a net banking account
either due to lack of knowledge or the fear of being hacked.
 Limited time.
 Limited area.

30. • In comparison with other banks the performance of
HDFC Bank is quite good but the bank further have to
take necessary steps to educate the customers regarding
new technology and new services offered.
• The bank should take steps to create a trust in mind of
customers towards security of their accounts.
• Training program can be conducted for customers so they
can be motivated and can motivate others for using E-
banking services
• The HDFC bank should introduce more services which
can be accessed through Net Banking like advice on
investment etc.
• The loyal merchants should be given some more
discounts so that they would not switch to other vendors
(attractive schemes )
RECOMMENDATIONS