“A study on the Service quality of HDFC bank & SBI bank.”

N. R. Institute of Business Management (NRIBM-PGDM)
Project
On
“A study on the Service quality of HDFC bank & SBI bank.”
Banking & Insurance
Submitted To
Prof. Devarshi Upadhyay
Submitted By
Vatsal patel P 1846

1.1 Overview of industry
Bank is a financial institution with the prime function of accepting money from its customers
for lending purpose. Bank provides financial services such as wealth management, currency
exchange, and safe deposit boxes. Banking can be defined as the business activity of
accepting and safeguarding money of individuals and lending this money in order to earn
profit. Before the establishment of banks, banking activities were performed by unorganized
sector like money lenders. They used to charge very high rate of interest. Even public
deposits were not very safe. To overcome this issue, organised banking sector was
established. After 20th century many joint stock banks and cooperative banks have
established and played significant role in providing finance especially to agricultural and
small industries sector. Tremendous changes have been taken place in financial market and
banking industries after nationalization of banks. Rapid advancement of technology has
contributed to significant reduction in transaction costs and improves the loan delivering
facilities of banks.
Indian Banking SectorOverview Banking Services
Services offered by the banks can be broadly classified into 4 types: Payment services,
Financial Intermediary, Financial Services and Ancillary Services.
1. Payment services: This is the most important service performed by the banks. Previously
the payment system was supported by cheques, demand drafts etc., which have now been
replaced with direct online money transfer with the evolution of technology.
2. Financial intermediary: This is one of the oldest functions of the bank which specifies
accepting deposits from customers and then lending these funds to borrowers. This is the
main core business of the banking system and will continue as long as the banking system
exists.
3. Financial Services: These services include investment banking, foreign exchange
business, line of credit services, wealth management and broking services. These services
generate income for the commercial bank in the form of commissions etc.
4. Ancillary Services: other services that the banks offer to the common men along with the
necessary banking services. Typical ancillary services include safe deposits lockers for gold,
cheque pick up facility, door step banking etc.

There are different non-banking activities that are performed by the bank now days. For
example by helping customers to make utility payments, by performing as a merchant
banking of their customers, managing mutual funds and managing their investment risks,
offering credit and debit card, offering insurance service etc.
Indian Banking SectorOverview Users
On the basis of banking services, users are of two types: General users & Industrial Users.
1. General users – general users are those users who have their bank account and uses
banking facilities as per the terms and conditions set by the banks. They usually do very
small transaction and avails very limited services of the bank.
2. Industrial Users - The industrialists, entrepreneurs having an account in the bank and
using credit facilities and other services for their numerous operations like establishments and
expansion, mergers, acquisitions etc. of their businesses are known as industrial users.
Generally, they are found to be a few but large sized customers.
Indian Banking SectorOverview Challenges
With the advancement of technology continuous deregulation Indian Banking industry is
facing different challenges. These are Deregulation, Efficiency, Diffused Customer Loyalty
and Competency Gap.
Deregulation - This continuous deregulation has given rise to extreme competition with
greater autonomy, operational flexibility, and decontrolled interest rate and liberalized norms
and policies for foreign exchange in banking market.
Efficiency: Owing to cutthroat competition in the industry, banks are facing pricing pressure
and have to give thrust on retail assets. Excellent efficiencies are required at the banker's end
to establish a balance between the commercial and social considerations.
Diffused Customer Loyalty: As a result of attractive offers by MNC and other nationalized
banks, customers have become more demanding and the loyalties are diffused.
Competency Gap: The competency gap needs to be addressed simultaneously otherwise
there will be missed opportunities. Placing the right skill at the right place will determine
success.

1.2 Major players of banking industry

1.3 Contribution Towards In the GDP
Services sector is the largest sector of India. Gross Value Added (GVA) at current prices for
Services sector is estimated at 92.26 lakh crore INR in 2018-19. Services sector accounts for
54.40% of total India's GVA of 169.61 lakh crore Indian rupees. With GVA of Rs. 50.43 lakh
crore, Industry sector contributes 29.73%. While, Agriculture and allied sector shares
15.87%.
1.4 Growth of the industry
Economic and demographic drivers
 Favourable demographics and rising income levels.
 India ranks among the top 7th economies with a GDP of US$ 2, 73 trillion in 2018 and
economy is forecasted to grow at 7.3 per cent in 2018.
 The sector will benefit from structural economic stability and continued credibility of
Monetary Policy.
Common Service Centre (CSC)
 The Government of India plans to allow Common Service Centers (CSC) to offer
banking services.
 CSC will offer free internet through BharatNet till March 2020
Policy support
 The government passed the Banking Regulation (Amendment) Bill 2017, which will
empower RBI to deal with NPAs in the banking sector.
 The Insolvency and Bankruptcy Code (Amendment) Ordinance, 2017 Bill has been
passed by Rajya Sabha and is expected to strengthen the banking sector (as of Jan 2018).
 In May 2018, the Government of India provided Rs 6 trillion (US$ 93 billion) loans to
120 million beneficiaries under Mudra scheme.
Infrastructure financing
 India currently spends 6 per cent of GDP on infrastructure; NITI Aayog expects this
fraction to grow going ahead.

2,500
2,000
1,50
0
1,606.0
41,461.6
7
1,000
500
201
1
201
5
201
7
Populatio
n
GDP-RHS
India’s working age population (in million) and GDP per
capita
802.01
860.13 886.92
 As per Union Budget 2019- 20, investment-driven growth requires access to low cost
capital which an requires investments of Rs 20 lakh crores (US$ 300 billion) every year.
Pradhan Mantri Vaya Vandana Yojna
 The scheme was launched on March 28, 2018 to provide social security to elderly people
by providing Rs 10,000 (US$ 155) pension per month.
 The scheme has subscription limit till 31st March 2020.
 The scheme has investment limit of Rs 15 lakh (US$ 23,274).
Government initiatives
 Government has smoothly carried out consolidation, reducing the number of Public Sector Banks
by eight.
 The Government of India will invest Rs 48,239 crore (US$ 6.78 billion) in 12 public sector banks
(PSBs) in FY20, to help maintain regulatory capital requirements and financial growth in India.
 The Government of India will invest Rs 5,042 crore (US$ 730.88 million) in Bank of Baroda
post its merger with two other public sector lenders Dena Bank and Vijaya Bank
STRONG ECONOMIC GROWTH TO PROPEL BANKING SECTOR EXPANSION
 Rising per capita income will
lead to increase in the fraction
of the Indian population that
uses banking services.
 Population in 15-64 age group
is expected to grow strongly
going ahead, giving further
push to the number of
customers in banking sector.
 As per Economic Survey 2018-
19, working age population to
grow by 9.7 million per year
during 2021-31 and 4.2 million
per year during 2031-41.

HOUSING FINANCE KEY DRIVERS
 Rapid urbanisation, decreasing household size & easier availability of home loans has
been driving demand for housing.
 Personal finance, including housing finance provide an essential cushion against
volatility in corporate loans.
 Housing units worth up to Rs 45 lakh (US$ 63,107) will rise on account of additional Rs
1.5 lakh (US$ 2,103) tax deduction.
 The recent improvement in property value have reduced the ratio of loan to collateral
value.
 Credit to housing sector increased at a CAGR of 11.91 per cent during FY09–19,
wherein, value of credit to housing sector increased from to US$ 114.1 billion in FY16 to
US$ 151.2 billion in FY18 and stood at Rs 11,601 billion (US$ 165.99 billion) in FY19.
 Credit to housing sector increased at a CAGR of 11.91 per cent during FY09-19,
wherein, value of credit to housing sector increased from US$ 114.1 billion in FY16 to
US$ 151.2 billion in FY18 and stood at Rs 11,601 billion (US$ 165.99 billion) in FY19.
 Demand in the low- & mid--income segments exceeds supply 3 to 4-fold.
 This has propelled demand for housing loan in the last few years

PERSONAL FINANCE KEY DRIVERS
 Growth in disposable income has been encouraging households to raise their standard of
living & boost demand for personal credit.
 Credit under the personal finance segment (excluding housing) rose at a CAGR of 9.23
per cent during FY09–19 and stood at US$ 144.9 billion in FY18 and stood at Rs 10,606
billion (US$ 151.75 billion) in FY19.
 Unlike some other emerging markets, credit-induced consumption is still less in India.

1.5 Trends in banking industry
1. Digitization: With the rapid growth of digital technology, it became imperative for
banking and financial services in India to keep up with the changes and innovate
digital solutions for the tech-savvy customers. Besides the financial institutions,
insurance, healthcare, retail, trade, and commerce are some of the major industries
that are experiencing the enormous digital shift. To stay competitive, it is necessary
for the banking and financial industry to take the leap on the digital bandwagon.
2. Enhanced Mobile Banking: Mobile banking is one of the most dominant current
trends in banking systems. As per the definition, it is the use of a smartphone to
perform various banking procedures like checking account balance, fund transfer, and
bill payments, without the need of visiting the branch. This trend has taken over the
traditional banking systems. In the coming years, mobile banking is expected to
become even more efficient and effortless to keep up with the customer demands.
Mobile banking future trends hint at the acquisition of IoT and Voice-Enabled
Payment Services to become the reality of tomorrow. These voice-enabled services
can be found in smart televisions, smart cars, smart homes, and smart everything. Top
industry leaders are collaborating to adopt IoT-connected networks to create mobile
banking technologies that require users’ voice to operate.
3. UPI (Unified Payments Interface): UPI or Unified Payments Interface has changed
the way payments are made. It is a real-time payment system that enables instant
inter-bank transactions with the use of a mobile platform. In India, this payment
system is considered the future of retail banking. It is one of the fastest and most
secure payment gateways that is developed by National Payments Corporation of
India and regulated by the Reserve Bank of India. The year 2016 saw the launch of
this revolutionary transactions system. This system makes funds transfer available 24
hours, 365 days unlike other internet banking systems. There are approximately 39
apps and more than 50 banks supporting the transaction system. In the post-
demonetization India, this system played a significant role. In the future, with the help
of UPI, banking is expected to become more “open.”

4. Block Chain: Block chain is the new kid on the block and the latest buzzword. The
technology that works on the principles of computer science, data structures and
cryptography and is the core component of cryptocurrency, is said to be the future of
banking and financial services globally. Block chain uses technology to create blocks
to process, verify and record transactions, without the ability to modify it.
5. Artificial Intelligence Robots: Several private and nationalized banks in India have
started to adopt Chabot’s or Artificial intelligence robots for assistance in customer
support services. For now, the use of this technology is at a nascent stage and
evolution of these Chabot’s is not too far away. Usage of chatbots is among the many
emerging trends in the Indian banking sector that is expected to grow.
6. The rise of Fintech Companies: Previously, banks considered Fintech companies a
disrupting force. However, with the changing trends in the financial services sector in
India, fintech companies have become an important part of the sector. The industry
has emerged as a significant part of the ecosystem. With the use of financial
technology, these companies aim to surpass the traditional methods of finance. In the
past few decades, massive investment has been made in these companies and it has
emerged into a multi-billion-dollar industry globally.
7. Digital-Only Banks: It is a recent trend in the Indian financial system and cannot be
ignored. With the entire banking and financial services industry jumping to digital
channels, digital-only banks have emerged to create paperless and branchless banking
systems. This is a new breed of banking institutions that are overtaking the traditional
models rapidly. These banks provide banking facilities only through various IT
platforms that can be accessed on mobile, computers, and tablets. It provides most of
the basic services in the most simplified manner and gives access to real-time data.
The growing popularity of these banks is said to be a real threat to traditional banks.
8. Cloud Banking: Cloud technology has taken the world by storm. It seems the
technology will soon find its way in the banking and financial services sector in India.
Cloud computing will improve and organize banking and financial activities. Use of
cloud-based technology means improved flexibility and scalability, increased
efficiency, easier integration of newer technologies and applications, faster services

and solutions, and improved data security. In addition, the banks will not have to
invest in expensive hardware and software as updating the information is easier on
cloud-based models.
9. Biometrics: Essentially for security reasons, a Biometric Authentication system is
changing the national identity policies and the impact is expected to be widespread.
Banking and financial services are just one of the many other industries that will be
experiencing the impact. With a combination of encryption technology and OTPs,
biometric authentication is forecasted to create a highly-secure database protecting it
from leaks and hackers attempts. Financial services in India are exploring the
potential of this powerful technology to ensure sophisticated security to customers’
account and capital.
10. Wearables: With smartwatch technology, the banking and financial services
technology is aiming to create wearables for retail banking customers and provide
more control and easy access to the data. Wearables have changed the way we
perform daily activities. Therefore, this technology is anticipated to be the future retail
banking trend by providing major banking services with just a click on a user-friendly
interface on their wearable device.
1.6 SWOT ANYALYSIS
Strengths
 Hedge from risk: Whether it is natural calamity or man-made calamity banks
mitigate the after effect of the destruction by providing financial support to the
victims to stand –up & lead a peaceful life again.
 Diversified services: Banking industry offer services from CASA to insurance, to
loan, to investment.
 Connecting People: With the advent of new age technological advancement Banks
have made the life of the common man easier. People can transact on real time basis
in many places.
 Banking is as old as Human race: Banking industry is the driving force to any
nation. It helps in shaping the life of human race may be some time merely by

Exchange (which was called barter system), or by transaction or by facilitating
advances.
Weakness
 Vulnerable to risk: Since this sector deals with finances, it is the most risky sector
which can change the fate of any business/Industry.
 High NPA’s: Rise in Retail & corporate NPA’s (Non-performing assets) is the single
major issue this sector is going through worldwide.
 Structural weaknesses such as a fragmented industry structure, restrictions on capital
availability and deployment, lack of institutional support infrastructure, restrictive
labour laws, weak corporate governance, Political pressure and ineffective
regulations.
 Lack Of coordination: The global banking industry faces short-term uncertainty due
to the debt crises that challenge several major economies. Industry assets stand at
$143 trillion (2013) &the EU is the largest regional market, with over 57% of the
global market. Volatility in different market/Currencies has created problems for the
banks in order to work properly across the borders.
Opportunities
 Expansion: Penetrating to the rural markets & bringing the rural masses under the
purview of organized banking will be the objective of the Banks in decades to come.
 Changing Socio-cultural & demographic factors: Given the demographic shifts
resulting from changes in age profile and household income, consumers will
increasingly demand enhanced institutional capabilities and service levels from banks.
 Rise in private sector banking: Banking Industry across the world is highly
regulated &lead by PSU’s with their respective central banks. With the advent of
private sector banks this sector is going through structural & functional changes
mainly due to the adaptation of the advanced technologies & increased competition
thereby benefiting to the end customers.

Threats
 Recession: It is one of the major threats to the financial system of the nation.
Traumatic shock of Economic crises & collapse of the several businesses can affect
the banks and vice-versa.
 Stability of the system: Failure of some weak banks has often threatened the stability
of the system.
 Competition: Competition from NBFC’s (Non-banking financial companies) like
insurance companies & mutual fund companies can affect the business of Banks.
1.6 PESTEL analysis
POLITICAL/ LEGAL
Government and RBI policies affect the banking sector. Sometimes looking into the political
advantage of a particular party, the Government declares some measures to their benefits like
waiver of short-term agricultural loans, to attract the farmer’s votes. By doing so the profits
of the bank get affected. Various banks in the cooperative sector are open and run by the
politicians. They exploit these banks for their benefits. Sometimes the government appoints
various chairmen of the banks. Various policies are framed by the RBI looking at the present
situation of the country for better control over the banks.
ECONOMICAL
Banking is as old as authentic history and the modern commercial banking are traceable to
ancient times. In India, banking has existed in one form or the other from time to time. The
present era in banking may be taken to have commenced with establishment of bank of
Bengal in 1809 under the government charter and with government participation in share
capital. Allahabad bank was started in the year 1865 and Punjab national bank in 1895, and
thus, others followed Every year RBI declares its 6 monthly policy and accordingly the
various measures and rates are implemented which has an impact on the banking sector. Also
the Union budget affects the banking sector to boost the economy by giving certain
concessions or facilities. If in the Budget savings are encouraged, then more deposits will be
attracted towards the banks and in turn they can lend more money to the agricultural sector
and industrial sector, therefore, booming the economy If the FDI limits are relaxed, then
more FDI are brought in India through banking channels.

SOCIAL
Before nationalization of the banks, their control was in the hands of the private parties and
only big business houses and the effluent sections of the society were getting benefits of
banking in India. In 1969 government nationalized 14 banks. To adopt the social
development in the banking sector it was necessary for speedy economic progress, consistent
with social justice, in democratic political system, which is free from domination of law, and
in which opportunities are open to all. Accordingly, keeping in mind both the national and
social objectives, bankers were given direction to help economically weaker section of the
society and also provide need-based finance to all the sectors of the economy with flexible
and liberal attitude. Now the banks provide various types of loans to farmers, working
women, professionals, and traders. They also provide education loan to the students and
housing loans, consumer loans, etc. Banks having big clients or big companies have to
provide services like personalized banking to their clients because these customers do not
believe in running about and waiting in queues for getting their work done. The bankers also
have to provide these customers with special provisions and at times with benefits like food
and parties. But the banks do not mind incurring these costs because of the kind of business
these clients bring for the bank. Banks have changed the culture of human life in India and
have made life much easier for the people.
TECHNOLOGICAL
Technology environment plays a very important role in bank’s internal control.The latest
developments in technology like computer and telecommunication have promoted the
bankers to change the concept of branch banking to anywhere banking. The use of ATM and
Internet banking has allowed ‘anytime, anywhere banking’ facilities. Automatic voice
recorders now answer simple queries, currency accounting machines makes the job easier and
self-service counters are now encouraged. Credit card facility has encouraged an era of
cashless society. Today MasterCard and Visa card are the two most popular cards used world
over. The banks have now started issuing smartcards or debit cards to be used for making
payments. These are also called as electronic purse. Some of the banks have also started
home banking through telecommunication facilities and computer technology by using
terminals installed at customers home and they can make the balance inquiry, get the
statement of accounts, give instructions for fund transfers, etc. Through ECS we can receive
the dividends and interest directly to our account avoiding the delay or chance of losing the

post. Today banks are also using SMS and Internet as major tool of promotions and giving
great utility to its customers. For example SMS functions through simple text messages sent
from your mobile. The messages are then recognized by the bank to provide you with the
required information. All these technological changes have forced the bankers adopt
customer-based approach instead of product-based approach.

2.1 History of bank
State Bank of India (SBI Bank) history
The State Bank of India (SBI Bank) was established in 1806, in Kolkata. Three years after
that, it acquired its charter and was re-designed as Bank of Bengal in 1809. It was the very
first joint-stock bank of India, which the Bengal Government sponsored. Apart from Bank of
Bengal, the Bank of Madras and the Bank of Bombay was also part of this joint stock and
remained at the centre of the modern banking.
Initially, all three banks were Anglo-Indian creations and they came into play due to the
following three reasons-
 Lack of modernization of the Indian economy due to several arbitrary reasons
 Local European commerce needs and requirements
 Compulsions imperial finance
The transformation or evolution of the State Bank of India came about due to the ideas
adopted from the same movements happening in England and Europe. Another reason that
contributed to this evolution was the changes and modifications in the local trading
environment, along with India’s economic relationships with that of Europe and the global
economic structure.
HDFC Bank history
 The HDFC Bank was incorporated on August 1994 by 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. The Housing
Development Finance Corporation (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.
 HDFC Bank is headquartered in Mumbai. The Bank at present has an enviable
network of over 1416 branches spread over 550 cities across India. All branches are
linked on an online real–time basis. Customers in over 500 locations are also serviced
through Telephone Banking. The Bank also has a network of about over 3382
networked ATMs across these cities.

 The promoter of the company HDFC was incepted in 1977 is India's premier housing
finance company and enjoys an impeccable track record in India as well as in
international markets. 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.
 The shares are listed on the Bombay Stock Exchange Limited and the National Stock
Exchange of India Limited. The Bank's American Depository Shares (ADS) are listed
on the New York Stock Exchange (NYSE) under the symbol 'HDB' and the Bank's
Global Depository Receipts (GDRs) are listed on Luxembourg Stock Exchange.
 On May 23, 2008, the amalgamation of Centurion Bank of Punjab with HDFC Bank
was formally approved by Reserve Bank of India to complete the statutory and
regulatory approval process. As per the scheme of amalgamation, shareholders of
CBoP received 1 share of HDFC Bank for every 29 shares of CBoP.
 The merged entity now holds a strong deposit base of around Rs. 1, 22,000 crore and
net advances of around Rs. 89,000 crore. The balance sheet size of the combined
entity would be 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.
 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. This was the
first merger of two private banks in the New Generation Private Sector Banks. 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.

2.2 Future of the bank
Future of the SBI

Future of the HDFC
Vision, Missionand Values
HDFC Bank’s mission is to be a world class Indian bank. We have a two-fold objective: first,
to be the preferred provider of banking services for target retail and wholesale customer
segments. The second objective is to achieve healthy growth in profitability, consistent with
the bank’s risk appetite.
The bank is committed to maintaining the highest level of ethical standards, professional
integrity, corporate governance and regulatory compliance. HDFC Bank’s business
philosophy is based on five core values: Operational Excellence, Customer Focus, Product
Leadership, People and Sustainability.
Excellence
Customer Focus
Product Leadership
People
Sustainability
2.3 Products & Services of The Bank

Sbi Products & Services
Personal
Savings Accounts Salary Accounts
Basic Savings Bank Deposit Account Corporate/Institutions
Basic Savings Bank Deposit Small Account Central Government
Savings Bank Account State Government
Savings Account for Minors Indian Railways
Savings Plus Account Defence Forces
Motor Accidents Claim Account (MACT) Para Military Forces
Resident Foreign Currency (Domestic) Account Police Forces
Savings Bank Rules (Abridged) Coast Guard
Deposits Govt. Schemes
Fixed Deposit NPS
Recurring Deposit PPF
Flexi Deposit Scheme Capital Gains account
Annuity Deposit scheme Gold banking
MOD Senior Citizens Savings Scheme
SBI Tax Savings Scheme-2006
Sukanya Samriddhi Account Scheme
2019
MACAD
Reinvestment Plan
SBI Holiday Savings Account(Cox & Kings)
SBI Holiday Saving Account
Personal Finance Stocks & Securities
Home Loans ASBA
Personal Loans Demat Services
Auto Loans Power Demat
Education Loan Equity Fund Scheme
Loans against Securities Debit Card
Gold Loan Business Debit Card
Consumer Durable Loans Prepaid Cards
Calculators Virtual Card
Green Remit Card
Debit Card Offers
Insurance Covers Available
NRI
Account Loans

Non-Residential External Home Loan
NRE Salary Account Car Loan
NRO Account Loan Against Deposits
NRE ‘SUKOON’ Current Account Over-draft against Deposits
NRO Salary Account
FCNRB Account Investment
FCNRB Premium Account Mutual Funds
RFC Account Insurance
Demat Account Equity Trading
NRO Tax Saving Scheme Portfolio Investment Scheme
NRI Family Card NPS for NRI's
Sbi Capgains Plus Account
Remittances Information
Remittances from UK P.O. Box Facility
Remittances from Canada FAQ's
Remittances from Middle East Contact Us
Remittances (Other than UK, Canada, Middle East) Privacy Statement
Remittance from USA through ‘Transfast’ Disclaimer
Interest Rates Disclosure
Service Charges Terms of Use
NRE / NRO account opening procedure Student GIC Program (Canada)
Modes of Banking
Scope of NRI services - SBI Foreign offices
SWIFT Codes
Business
Profile Collection Products
Corporate Accounts Group (CAG) Power Jyoti
Commercial Clients Group (CCG) Power Jyoti Pre-Uploaded
Project Finance & Structuring SBU Govt Schemes
Products and Services PMEGP
Trade and Services Sector PMMY
Specialized Products SUI
Cash Management Product CGTMSE
Loans Current Account
Asset Backed Loan Regular Current Account

Asset Backed Loan Commercial Real Estate Gold Current Account
Cotton Ginning Plus Diamond Current Account
Doctor Plus Platinum Current Account
Export Packing Credit Power POS Current Account
e Dealer Finance Scheme Surbhi Current Account
e Vendor Finance Scheme Power Jyoti
Fleet Finance Power Jyoti Pre-Uploaded
Lease Rental Discounting Deposits
Medical Equipment Finance Term Deposits
PM Mudra Yojana Corporate Liquid Term Deposit
SME eBiz Loan Non-Callable Term Deposit
Simplified Small Business Loan
Stand Up India
SME Smart Score
SME Credit Card
Warehouse Receipt Finance
finance to food processing industry
loans to business correspondents
sbi od product for business correspondents (bcs)
Hdfc Products & Services

MONEY TRANSFER CARDS
UPI (Instant Mobile Money Transfer) Millennia Cards
IMPS (Immediate Payment 24 * 7) Credit Cards
NEFT (Available 24 * 7) Debit Cards
RTGS (Real Time Large Payment On All Working Days) Prepaid Cards
RemitNow (Foreign Outward Remittance) Forex Cards
Remittance (International Money Transfers ) Commercial Credit Cards
Visa CardPay
BILL PAYMENTS RECHARGE
Electricity Broadband & Data Card
Mobile Post-Paid Mobile Pre-Paid Recharge
Insurance Premium DTH Recharge
Telephone-Landline PAYMENT SOLUTIONS
Gas FASTAG - TOLL PAYMENT
Water CASH, CHEQUE, DEMAND DRAFT
Magazine Subscriptions LOAN REPAYMENT
HDFC Bank Credit Card Bill TAXES
Other Bank Credit Card Bill EDUCATION FEES
Mutual Fund Instalment DONATIONS
Rent Payment STAY SECURE
Club Membership
ACCOUNTS DEPOSITS
Savings Accounts Fixed Deposit
Salary Accounts Recurring Deposit
Current Accounts My Passion Fund
Rural Accounts SAFE DEPOSIT LOCKER
Public Provident Fund BONDS & SECURITIES
Sukanya Samridhi
Account
Savings Bonds
Demat Accounts Sec-54 EC Capital Gains Bonds
Inflation Indexed National Savings Securities-
Cumulative(IINSS-C)
HIGH NETWORTH BANKING DEMAT

Private Banking Demat Account
Imperia 2 In 1 Account (Demat + Trading)
Preferred
3 In 1 Account (Demat + Savings +
Trade)
Classic Investment Assist
Prime
MUTUAL FUNDS POPULAR LOANS
INVESTNOW (BY HDFC SECURITIES LTD) Home Loan
KNOWLEDGE CENTER Personal Loan
EQUITIES AND DERIVATIVES
Business Growth
Loan
IPO APPLICATION THROUGH ASBA Two Wheeler Loan
INVESTTRACK/ PORTFOLIO ADVICE & TRACKER
EasyEMI Consumer
Loan
RECOMMENDED PORTFOLIO EQUITY AND DEBT
MUTUAL FUNDS
Super Bike Loan
HDFC BANK RESEARCH - REPORTS New Car Loan
PROTECT LIFE AND GROW WEALTH Pre-Owned Car Loan
SECURE CHILDREN'S FUTURE Educational Loan
DEPOSITS Rural Loan
NATIONAL PENSION SYSTEM
LOAN AGAINST ASSETS OTHER LOANS
Loan On Credit Card Loan For Professionals
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HEALTH & ACCIDENT VEHICLE
Mediclaim Private Car Insurance
Critical Illness Two Wheeler Insurance
Personal Accident Commercial Vehicle Insurance
Super Top-Up (Health) TRAVEL
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Yojana
PAY INSURANCE PREMIUM Atal Pension Yojana
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MONEY TRANSFER BILL PAYMENTS
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Middle East RECHARGE
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South East Asia
PAYMENT
SERVICES
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NRI ACCOUNTS NRI DEPOSITS
NRI Savings Accounts Fixed Deposit Rupee Account
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Salary Accounts Offshore Accounts & Deposits
Accounts For Returning NRIs
HIGH NETWORTH BANKING NRI MUTUAL FUNDS
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Preferred EQUITIES AND DERIVATIVES
Classic DEPOSITORY SERVICES
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Mar '19 Mar '18 Mar '17 Mar '16 Mar '15
Interest Earned 253322.14 228970 230447 220633 207974
Other Income 77365.22 77557.2 68193.2 52828 49315
Total Income 330687.36 306528 298640 273461 257290
Interest expended 155867.46 146603 149115 143047 133179
Employee Cost 43795.01 35410.6 35691.2 32526 31118
Selling, Admin & Misc Expenses 124459.92 125596 111310 82893 73894
Depreciation 3495.89 3105.07 2914.68 2252.2 1581.5
Operating Expenses 114800.3 96154.4 87289.9 74307 73224
Provisions & Contingencies 56950.52 67957.6 62626.4 43363 33369
Total Expenses 327618.28 310715 299031 260718 239772
Net Profit for the Year 3069.07 -4187.4 -390.67 12743 17517
Minority Interest 1050.91 807.04 -338.62 794.51 837.51
Share Of P/L Of Associates -281.48 -438.16 -293.28 -275.82 -314.44
Net P/L After Minority Interest & Share Of Associates2299.64 -4556.3 241.23 12225 16994
Profit brought forward -9941.2 -4340 3279.83 2615.9 2032.4
Total -6872.13 -8527.5 2889.16 15359 19550
Equity Dividend 0 0 2108.56 2018.3 2648.2
Corporate Dividend Tax 56.98 63.71 387.97 444.19 556.37
Earning Per Share (Rs) 3.44 -4.69 -0.49 16.42 23.46
Book Value (Rs) 235.13 230.23 227.75 230.87 216.17
Transfer to Statutory Reserves 629.85 981.16 5364.57 9098.1 13206
Transfer to Other Reserves 0.01 0 0.01 0.01 -0.01
Proposed Dividend/Transfer to Govt 56.98 63.71 2496.53 2462.5 3204.5
Balance c/f to Balance Sheet -8328.4 -9941.2 -4340 3279.8 2615.9
Total -7641.56 -8896.3 3521.07 14840 19027
Per share data (annualised)
Appropriations
------------------- in Rs. Cr. -------------------
State Bank of India
Consolidated Profit & Loss account
Income
Expenditure
2.4 Data and Statistics of Banks
SBI

Capital and Liabilities:
Total Share Capital 892.46 892.46 797.35 776.28 746.57
Equity Share Capital 892.46 892.46 797.35 776.28 746.57
Reserves 208949.26 204581.5 180800.92 178442.05 160640.97
Net Worth 209841.72 205473.96 181598.27 179218.33 161387.54
Deposits 2940541.1 2722178.3 2599810.7 2253857.6 2052960.8
Borrowings 413747.66 369079.34 336365.66 361399.39 244663.47
Total Debt 3354288.7 3091257.6 2936176.3 2615257 2297624.3
Minority Interest 6036.99 4615.25 6480.65 6267.4 5497.12
Other Liabilities & Provisions 293645.69 290238.19 285272.44 271366.42 235601.11
Total Liabilities 3863813.1 3591585 3409527.7 3072109.1 2700110
Assets
Cash & Balances with RBI 177362.74 150769.46 161018.61 160424.57 144287.55
Balance with Banks, Money at Call 48149.52 44519.65 112178.54 44134.9 44193.5
Advances 2226853.7 1960118.5 1896886.8 1870260.9 1692211.3
Investments 1119247.8 1183794.2 1027280.9 807374.58 673507.48
Gross Block 39940.76 40300.72 50245.82 14469.99 11978.98
Revaluation Reserves 24653.94 24847.99 35593.88 1374.03 0
Net Block 15286.82 15452.73 14651.94 13095.96 11978.98
Capital Work In Progress 762.3 925.07 694.92 785.7 400.32
Other Assets 276150.31 236005.33 196815.98 176032.52 133530.86
Total Assets 3863813.1 3591585 3409527.7 3072109.1 2700110
Contingent Liabilities 1048507 1172632.6 1187536.3 1333889.1 1125067.8
Book Value (Rs) 235.13 230.23 227.75 230.87 216.17
------------------- in Rs. Cr. -------------------
Consolidated Balance Sheet
State Bank of India

Income
Interest Earned 105160.74 85287.84 73271.35 63161.56 50666.49
Other Income 18947.05 16056.6 12877.63 11211.65 9545.68
Total Income 124107.79 101344.44 86148.98 74373.21 60212.17
Expenditure
Interest expended 53712.69 42381.48 38041.58 34069.57 27288.46
Employee Cost 10451.15 9193.9 8504.7 6306.14 5162.68
Selling, Admin & Misc Expenses 36277.68 30241.44 23429.11 20442.14 16380.55
Depreciation 1220.67 966.78 886.19 738.03 680.45
Operating Expenses 27694.77 23927.22 20751.07 17831.88 14577.53
Provisions & Contingencies 20254.73 16474.9 12068.93 9654.43 7646.15
Total Expenses 101662.19 82783.6 70861.58 61555.88 49512.14
Net Profit for the Year 22445.61 18560.84 15287.4 12817.33 10700.05
Share Of P/L Of Associates 0 -0.52 -2.34 -3.73 -3.25
Net P/L After Minority Interest &
Share Of Associates
22332.43 18510.02 15253.03 12801.33 10688.89
Profit brought forward 43098.98 34532.33 24853.04 19550.86 15207.47
Total 65544.59 53093.17 40140.44 32368.19 25907.52
Equity Dividend 4052.59 0 0 2401.78 2005.2
Corporate Dividend Tax 43.31 50.77 25.6 512.35 424.54
Per share data (annualised)
Earning Per Share (Rs) 82.42 71.52 59.66 50.7 42.69
Book Value (Rs) 564.29 422.33 358.21 293.9 251.96
Appropriations
Transfer to Statutory Reserves 6378.1 8143.93 4093.18 3382.86 2877.17
Transfer to Other Reserves 2107.81 1748.67 1454.96 1229.62 1038.58
Proposed Dividend/Transfer to Govt 4095.9 50.77 25.6 2914.13 2429.74
Balance c/f to Balance Sheet 52849.61 43098.98 34532.33 24825.59 19550.86
Total 65431.42 53042.35 40106.07 32352.2 25896.35
------------------- in Rs. Cr. -------------------
HDFC Bank
Consolidated Profit & Loss account
HDFC

Total Share Capital 544.66 519.02 512.51 505.64 501.3
Equity Share Capital 544.66 519.02 512.51 505.64 501.3
Reserves 153128 109080.11 91281.44 73798.49 62652.77
Net Worth 153672.66 109599.13 91793.95 74304.13 63154.07
Deposits 922502.68 788375.14 643134.3 545873.3 450283.7
Borrowings 157732.78 156442.08 98415.64 71763.45 59478.25
Total Debt 1080235.5 944817.22 741549.9 617636.7 509761.9
Other Liabilities & Provisions 58395.8 48413.49 58708.88 38140.33 34018.93
Total Liabilities 1292805.7 1103186.2 892344.2 730261.8 607096.5
Cash & Balances with RBI 46804.59 104688.21 37910.55 30076.58 27522.29
Balance with Banks, Money at Call35013.05 18373.35 11400.57 8992.3 9004.13
Advances 869222.66 700033.84 585481 487290.4 383408
Investments 286917.68 238460.92 210777.1 161683.3 164272.6
Gross Block 4219.84 3810.56 3814.7 3479.7 3224.94
Net Block 4219.84 3810.56 3814.7 3479.7 3224.94
Other Assets 50627.89 37819.29 42960.24 38739.48 19664.57
Total Assets 1292805.7 1103186.2 892344.2 730261.8 607096.5
Contingent Liabilities 1075078.1 484063.22 379202.2 877017.4 997583.5
Book Value (Rs) 564.29 422.33 358.21 293.9 251.96
HDFC Bank
Consolidated Balance Sheet
------------------- in Rs. Cr. -------------------
Capital and Liabilities:
Assets

Chapter. 3
Theoretical Framework and Concepts

3.1 Details of theory and concept
The banking industry is facing rapid changes in the market, such as: new technologies,
economic uncertainties, fierce competition, more demanding customers and the changing
climate which lead to an unprecedented set of challenges. Banking is a customer oriented service
industry which has witnessed a radical shift in the market power. The effectiveness and efficiency
became the buzzword of the success of banking operations and its proper functioning
particularly with respect to providing services to the customers. Service is an invisible thing
which is indispensable from the person who extends it. An efficient or effective service is one
which is extended appropriately by identifying and understanding the needs of the individual
customer from time to time. Customer service is a dynamic interactive process which
needs continuous improvement. With the advancement of information technology and
communication system, the whole world has been reduced to a global village.
The customers at the present juncture are well exposed to unstoppable innovations in
communication technology. He/she is aware of the kind of service level available around the
world and thus expects the best from his/her bank. Customer service is not only a critical
function but plays a vital role for the business. It is the next most important business strategy.
The improved customer service will definitely increase profitability. A bank can be said as
customer oriented if its various organizational activities like organizational restructuring,
staffing, and coordination are geared up to fulfil the needs of customers.
During the past two decades or so, regulatory, structural and technological factors have
significantly changed the banking environment in India. In a milieu which becomes
increasingly competitive, service quality as a critical measure of organizational performance
continues to compel the attention of banking institutions. The interest is largely driven by the
realization that higher service quality results in customers' satisfaction and loyalty, greater
willingness to recommend to someone else, reduction in complaints and improved customer
retention rates
In the era of globalization and liberalization, economic reform has become an imperative to
remain in the main stream of global economy. In this regard, banking sector being the
backbone of the economy cannot maintain status quo. It is legitimately feared that the
privileged status, which banks enjoyed for the last three decades, has already been changed with
the entry of new players in the form of private and foreign banks. Under these circumstances,
the banks will have to face pronged challenges to retain the existing customers and to create

new customers. However, success rate depends on the innovative strategies adopted by the
banks including better customer services and adequate fulfilment of customer expectations.
Thus, customer satisfaction is quite a complex issue and there is a lot of debate and confusion
about what exactly is required and how to go about it.
3.2 Literature Review
(Rao, 2018) This study attempts an investigation of the service quality process in public
sector banks, and the customers’ satisfaction thereof. In addition, it will evaluate the existing
literature and establish the identity of the gaps in the literature, which will provide the
framework on which this research is based. One of the study’s major contributions to the
advancement of knowledge is the investigation of the service quality process from a
comparative perspective of different commercial banks customer perceptions and
expectations
(A. R. Sudhamani, 2013)Banking sector is the backbone of any financial system of the
economy. Commercial banks play an important role in the development of developing
economies by mobilization of resources and their better allocation. The service quality has
gained importance in last decade due to its unique characteristics of services involving
intangibility, inseparability, variability and perishability. Nowadays service quality has
become one of the important determinants in measuring the success of industries. Marketers
agree that service quality has truly presented a significant influence on customers to
distinguish competing organizations and contribute effectively to customer satisfaction.
(Dr. Jitendra Kumar Sahu, 2016) Banking sector in India has made outstanding progress
since independence. It has undergone a major transformation class banking to mass banking.
The banking accomplishments, to provide efficient customer service at lower costs, facilitate
through innovation and communication aided by information technology. The main
objectives of the present paper are to describe a conceptual framework of service quality
involving both service provider and service receiver. The service quality issues from the
perspective of the customers.
(Rishi Kant, 2017)The purpose of this article is to identify the dimensions of service quality
(SQ) in the banking sector and examine the effect of SQ dimensions on customer satisfaction
(CS), and therefore the effect of CS on corporate image (CI) in the selected public sector
banks (PSBs) in India.

(Abhinav, 2016) The banking service industry has experienced great change in recent
decades. The banking service industry has experienced tremendous growth and undergone
great change in recent decades. In the developed countries, it now employs far more people
than the total for manufacturing industries. Varying forms of deregulation, competition and
more demanding customers have created an environment significantly different from that
which existed only a few years ago.
3.4 Importance of Service Quality in Banks
Increased competition, highly educated consumers, and increase in standard of living are
forcing many businesses to review their customer service strategy. Many business firms are
channeling more efforts to retain existing customers rather than to acquire new ones since
the cost of acquiring new customer is greater than cost of retaining existing customers.
There is enough evidence that demonstrates the strategic benefits of quality in contributing
to market share and return on investment. Maximizing customer satisfaction through quality
customer service has been described as‘the ultimate weapon' byDavidow andVital (1989).
According to them, in all industries, when competitors are roughly matched, those with stress
on customer's service will win. In view of the above mentioned facts, an analysis of service
quality perceptions from customer's point of view may be sound and interesting at this
juncture. Such an analysis will provide banks, a quantitative estimate of their services being
perceived with intricate details such as whether banks are meeting the expectations of the
customers ornot.
3.6 Future scope and impact of the concept
The study encompasses customer service quality of all three types of banks namely private,
public and foreign banks of four cities in India each located at various regions in India. The
study covers respondents both customers of banks and bankers. The customers belong to
various professions, various places, of both genders, with varied income groups and varied
age groups.

4.1 Types of Research
Sample Method It is non-probability convenience sampling method was used for the purpose
of this study. Data were collected from Public.
Research Design: Descriptive Research
Sample Population: Ahmedabad
Sample Size: 50
Researchapproach: Survey Method
Researchinstrument: Questionnaire
4.2 Objective
To evaluate the performance of public, private and foreign banks on the basis of quality of
services.
4.3 Data Collection
Primary data Questionnaire
Secondary data Journals, websites, literature

Comparison of service quality of HDFC Bank & SBI bank
1. Name
2. Gender
 Male
 Female
3. Age
 18 - 25 years
 26 - 33 years
 34 - 41 years
 Above 41 years
4. Which bank you have account? *
 HDFC
 SBI
If HDFC Bank
5. Are you satisfied with the banking products available by HDFC bank?
Highly Dissatisfied 1 2 3 4 5 Highly Satisfied
6. Are you satisfied with the technology used in the bank?
7. Are you satisfied with the way employees behave with you?
8. Are you satisfied with the willingness of employees to help customers? Rate
9. Are you satisfied with the online services of bank? Rate.

10. Are you satisfied with the bank service of sending timely bank statement? Rate
11. Are you satisfied by the overall service quality of HDFC bank? Rate
12. Would you recommend this bank to others?
 YES
 NO
If SBI Bank
5. Are you satisfied with the banking products available by SBI bank?

11. Are you satisfied by the overall service quality of SBI bank? Rate
 YES
 NO

CH. 5
Data Analysis and Interpretation

1. Gender
Interpretation:
While selecting the sample size 68% respondents is male and 32% respondents is female.
2. Age
Interpretation:
As per survey out of 50 respondents 34% respondents age between 34- 41 years, 24%
respondents age between 26- 33 years and 22% respondents age between 18- 25 years.

3. Which bank you have account? *
Interpretation:
Among the total 50 respondents of HDFC and SBI bank equal weightage has given to both
bank.
IF HDFC BANK
4. Are you satisfied with the banking products available by HDFC bank?
Interpretation:
Among the total 25 respondents of HDFC bank 48% respondents are highly satisfied with
HDFC product and 36% respondents are satisfied with product of HDFC bank and rest of
the neutral with HDFC product.

Interpretation:
HDFC bank technology and 44% respondents are satisfied with technology of HDFC
bank and rest of the neutral with HDFC technology.
Interpretation:
HDFC bank employees behave with them and 20% respondents are satisfied with employees
behave with them and rest of the are neutral with HDFC employees behave.

Interpretation:
Among the total 25 respondents of HDFC bank 56% respondents are highly satisfied with the
willingness of employees and 24% respondents are satisfied with the willingness of HDFC
bank employees and rest of the neutral with HDFC bank employees.
Interpretation:
online service of HDFC bank and 28% respondents are satisfied with online service of HDFC
and rest of the neutral with HDFC bank online service.

Interpretation:
bank service of sending timely bank statement and 36% respondents are satisfied with the
HDFC bank service regarding bank statements and rest of the neutral with HDFC bank
statements services.
10. Are you satisfied by the overall service quality of HDFC bank? Rate

Interpretation:
overall service quality of HDFC bank and 28% respondents are satisfied with service quality
of HDFC bank and rest of the are neutral with HDFC bank service quality towards to
customers.
Interpretation:
Among the 50 respondents of HDFC bank 88% respondents confirmed that they recommend
HDFC bank to others because of the services of HDFC and rest of the not recommend.

IF SBI BANK
4. Are you satisfied with the banking products available by SBI bank?
Interpretation:
Among the total 25 respondents of SBI bank 72% respondents are highly satisfied with SBI
product and 20% respondents are satisfied with product of SBI bank and rest of the are
neutral with SBI product.

Interpretation:
bank technology and 44% respondents are satisfied with technology of SBI bank and rest of
the neutral with SBI technology.
Interpretation:
bank employees behave with them and 24% respondents are satisfied with employees behave
with them and rest of the are neutral with SBI employees behave.

Interpretation:
Among the total 25 respondents of SBI bank 48% respondents are highly satisfied with the
willingness of employees and 16% respondents are satisfied with the willingness of SBI bank
employees and rest of the neutral with SBI bank employees.
Interpretation:
online service of SBI bank and 40% respondents are satisfied with online service of SBI and
rest of the neutral with SBI bank online service.

Interpretation:
bank service of sending timely bank statement and 44% respondents are satisfied with the
SBI bank service regarding bank statements and rest of the are neutral with SBI bank
statements services.
10. Are you satisfied by the overall service quality of SBI bank? Rate
Interpretation:
Among the total 25 respondents of SBI bank 56% respondents are highly satisfied with
overall service quality of SBI bank and 24% respondents are satisfied with service quality of
SBI bank and rest of the are neutral with SBI bank service quality towards to customers.

Interpretation:
Among the 50 respondents of SBI bank 52% respondents confirmed that they not recommend
SBI bank to others. And 48% say yes to recommend to others.

CH.6
Conclusion/
Suggestions/Recommendations

CONCLUSION
The banking sector in India has been an ever evolving time to time, measures have been
introduced to evolve new dimensions of the banking sector. It has been right from the year
1969 when the first reforms were introduced with the nationalisation of the 14 Indian banks.
Even the introduction of the new economic policy of 1991 has also affected the Indian
banking system. India is witnessing robust growth in both public and private sector banking.
In urban areas where penetration of banking is much better than rural areas, customer service
has become the important marketing tool to attract and retain new customers. This study
derives various conclusions from the research with respect to gap between customer
perception & expectation of both HDFC & SBI.
It has been proved in the study that HDFC provides better customer service in comparison to
SBI. There is urgent need to improve all; the dimension with special attention should be
given to Reliability & Responsiveness part. It is no denying fact that SBI is top most public
sector bank of India, however if the top management doesn’t Think about improving service
quality on immediate basis in comparison to private sector banks that time will not be far
enough when SBI will lose substantial market share to Private sector banks like HDFC.
Recommendations
HDFC is doing well on the tangibility and empathy dimension, whereas SBI performing well
on reliability, responsiveness and assurance dimensions Mainly SBI is doing well on insisting
on error free record, employees telling customers exactly what service will be performed and
employees are never too busy to respond to customers'. Whereas HDFC is performing well
on giving customers individual customers and employees always being willing to help
customers.

Bibliography
A. R. Sudhamani, D. N. (2013). Literature Review on Customer Perception on Service
Quality in Banking Sector.
Abhinav. (2016). Service quality and delivery in banking services—An Indian perspective.
Dr. Jitendra Kumar Sahu, M. S. (2016). Service Quality of Public Sector Banks in India A
Gap Between Perception and Expectation. International Journal of Engineering and
Management Research.
Rao, D. &. (2018). SERVICE QUALITY IN COMMERCIAL BANKS: A STUDY OF
PUBLIC SECTOR BANKS IN WARANGAL DISTRICT.
Rishi Kant, D. J. (2017). The Investigation of Service Quality Dimensions, Customer
Satisfaction and Corporate Image in Indian Public Sector Banks: An Application of
Structural Equation Model(SEM).
Websites
1. https://testbook.com/blog/indian-banking-sector-overview/
2. https://business.mapsofindia.com/india-company/top-10-banking-companies.html
3. http://statisticstimes.com/economy/sectorwise-gdp-contribution-of-india.php
4. https://www.ibef.org/industry/banking-presentation
5. https://www.enterpriseedges.com/banking-financial-service-trends-india
6. https://www.marketing91.com/swot-analysis-of-banking-industry/
7. https://www.ukessays.com/essays/banking/history-of-banking-sector.php
8. https://www.oliveboard.in/blog/sbi-bank-history/
9. https://www.ndtv.com/business/stock/hdfc-bank-ltd_hdfcbank/reports
10. https://www.sbi.co.in/web/personal-banking/home
11. https://www.hdfcbank.com/
12. https://www.moneycontrol.com/
13. http://www.iibf.org.in/documents/reseach-report/Report-26.pdf
14. http://www.iibf.org.in/documents/reseach-report/Report-26.pdf

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