SUMMER TRAINING PROJECT

ON

CUSTOMER ATTITUDE TOWARDS

ATM SERVICES (A STUDY OF HDFC BANK, BULANDSHAHAR)

PROJECT REPORT SUBMITTED FOR THE PARTIAL FULFILLMENT OF

MASTER IN BUSINESS ADMINISTRATION (U.P. TECHNICAL UNIVERSITY, LUCKNOW)

[SESSION: 2007-2009]

SUBMITTED TO:MR. RAVI SHANKAR TIWARI

H.O.D. (MBA Deptt)AIMT, Gr. Noida

SUBMITTED BY :ABHISHEK KUMAR AGGRWAL

MBA (3rd Sem)Roll No. 0722570003

ACCURATE INSTITUTE OF MANAGEMENT & TECHNOLOGYGREATER NOIDA

DECLARATION

I, Abhishek Kumar Aggrwal, student of M.B.A., 3rd semester, AIMT,

Greater Noida session 2007-2009, Roll No.:0722570003, hereby declare that

summer training report entitled “CUSTOMER Attitude towards ATM

Services, Bulandshahar, is the out come of my own work.

I hereby declare that this project is an original work done by me and all the

facts and figures are collected honestly by me those areas given me for the

collecting require information’s by Mr. Radha Ballabh (Branch Manager)

of HDFC Bank .

Date: ………… ABHISHEK KUMAR AGGRWAL MBA-3rd Sem.

Place: ……….. AIMT, Greater Noida

2

ACKNOWLEDGMENT

My debts to assistance in making this project report are more numerous than

can be identified here. This whole effort is a result of the guidance,

assistance and inspiration of several people who have helped me throughout

the study and preparation of the report. I feel greatly honored to express my

indebt ness and profound gratitude to Mr. Irfan Ahmad and Mr. Pramod

Singh, under whose able guidance this project was undertaken. This

assistance, encouragement, inspiration and various suggestion right from the

very beginning of this project to its accomplishment has helped me to

prepare a more realistic report in a limited period which otherwise have been

difficult.

I would also like to express my sincere gratitude to Mr. Ravi Shankar

Tiwari, H.O.D. (MBA Deptt), AIMT, Greater Noida, who inspired me to

undergo such project, which has given me practical experience and ease in

learning Market Research.

I shall be failing in my duty if I don’t express my sincere gratitude to all the

respondents of my survey who lent me various time and provided me with

all the necessary information. At last I would like to thank to all those loving

hearts that directly or indirectly helped me in my project study.

ABHISHEK KUMAR AGGRWALMBA (3RD SEM)

ROLL NO. 0722570003

3

CONTENTS

PREFACE

ACKNOWLEDGEMENT

DECLARATION

INTRODUCTION

COMPANY PROFILE

HISTOTY OF BANKING IN INDIA

ABOUT HDFC BANK

ABOUT-

ATM

INTERNATIONAL DEBIT CARD

PHONE BANKING

OBJECTIVE

RESEARCH METHODOLOGY

REPORT (RESULTS AND FINDINGS)

LIMITATIONS & SUGGESTIONS

RECOMENDATION

SWOT ANALYSIS

HYPOTHESIS

CONCLUSION

BIBLIOGRAPHY

ANNEXURE

4

PREFACE

As integral part of 2 years full time MBA program every student

required to under goes summer training of first year for period of 6 to 8

weeks in an organization.

This training program is mandatory for each student acquired them

which the way in an organization face to successfully run their

business in the competitive environment this also have given to the

students a practical exposure.

About the market and their industries environment this also has given

to students a practical exposure. For the same time I also got the

chance to my summer training in HDFC Bank.

In this highly competitive market where many players fighting each

and every moment to increase their market share and to become the

customer first preference.

This project was an attempt to study the consumer’s behavior,

preferences and the market share to products of HDFC Bank ATM.

5

EXECUTIVE SUMMARY

6

EXECUTIVE SUMMARY

Direct banking channels have become an endemic

part of the banking culture. ATM is one of them. For many

people, the only contact they now have with their bank is

through an ATM. But to truly unlock the value of an ATM we

must look closer at the user experience and the type of service

that could be delivered.

HDFC Bank is one of the best direct banking

channels with 750 ATM across India. I was given the

opportunity to do a project “Customer Attitude towards ATM

Services, Bulandshahar City (A study of HDFC Bank), by Mr.

Sudhir Srivastava (Branch Manager, HDFC Bank,

Bulandshahar.) in my summer training, for this prestigious

bank.

At first I was made aware of all the direct

banking channels and services provided by the HDFC Bank.

The project demanded a survey of the HDFC Bank’s ATM. In

my survey I had to visit the ATM’s and had to take the

customer responses in the questionnaire prepared to suit the

objective.

7

BULANDSHAHAR city has Two HDFC Bank’s ATM

located at-

Bank Road

Railway Colony

A sample of 300 was collected for analysis. For finding out

the usage rate of an ATM I had to take the number of hits at

each counter by the banks record and then the analysis was

done. I can say that the training was full of knowledge

practical experience.

8

THE HISTORY OF

BANKING IN INDIAN

9

THE HISTORY OF BANKING IN INDIAN

Banking in India has its origin as early as the Vedic period. It is

believed that the transition from money lending to banking must

have occurred even before Manu, the great Hindu Jurist, who has

devoted a section of his work to deposits and advances and laid

down rules relating to rates of interest. During the Mogul period,

the indigenous bankers played a very important role in lending

money and financing foreign trade and commerce. During the

days of the East India Company, it was the turn of the agency

houses to carry on the banking business. The General Bank of

India was the first Joint Stock Bank to be established in the year

1786. The others, which followed, were the Bank of Hindustan

and the Bengal Bank. The Bank of Hindustan is reported to have

continued till 1906 while the other two failed in the meantime. In

the first half of the 19th century the East India Company

established three banks; the Bank of Bengal in 1809, the Bank of

Bombay in 1840 and the Bank of Madras in 1843. These three

banks also known as Presidency Banks were independent units

and functioned well. These three banks were amalgamated in

1920 and a new bank, the Imperial Bank of India was established

10

on 27th January 1921. With the passing of the State Bank of India

Act in 1955 the undertaking of the Imperial Bank of India was

taken over by the newly constituted State Bank of India. The

Reserve Bank which is the Central Bank was created in 1935 by

passing Reserve Bank of India Act 1934. In the wake of the

Swadeshi Movement, a number of banks with Indian management

were established in the country namely, Punjab National Bank

Ltd, Bank of India Ltd, Canara Bank Ltd, Indian Bank Ltd, the

Bank of Baroda Ltd, the Central Bank of India Ltd.

On July 19, 1969, 14 major banks of the country were

nationalised and in 15th April 1980 six more commercial private

sector banks were also taken over by the government. Today the

commercial banking system in India may be distinguished into:

11

PUBLIC SECTOR BANKS

State Bank of India and its associate banks called the State Bank

group

19 Nationalized banks

Regional Rural Banks mainly sponsored by Public Sector Banks

12

PRIVATE SECTOR BANKS

Old generation private banks

New generation private banks

Foreign banks in India

Scheduled Co-operative Banks

Non-scheduled Banks

13

CO-OPERATIVE SECTOR

The co-operative banking sector has been developed in the country to

the supplement the village moneylender. The co-operative banking

sector in India is divided into 4 components

State Co-operative Banks

Central Co-operative Banks

Primary Agriculture Credit Societies

Land Development Banks

Urban Co-operative Banks

Primary Agricultural Development Banks

Primary Land Development Banks

State Land Development Banks

14

DEVELOPMENT BANKS

Industrial Finance Corporation of India (IFCI)

Industrial Development Bank of India (IDBI)

Industrial Credit and Investment Corporation of India (ICICI)

Industrial Investment Bank of India (IIBI)

Small Industries Development Bank of India (SIDBI)

SCICI Ltd.

National Bank for Agriculture and Rural Development

(NABARD)

Export Import Bank of India

National Housing Bank

15

ABOUT HDFC BANK

LTD.

16

ABOUT HDFC BANK LTD.

The Housing Development Finance Corporation Limited (HDFC) was

amongst the first to receive an in principle approval from the Reserve

Bank of India (RBI) to set up a bank in the private sector, as part of the

RBI's liberalization of the Indian Banking Industry. The bank was

incorporated in August 1994 in the name of HDFC Bank Limited, with

its registered office in Mumbai, India. The bank commenced

operations as a Scheduled Commercial Bank in January 1995.

PROMOTER

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 clear

market leader in mortgages and banking services in India. Its

outstanding loan portfolio covers 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

their 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.

17

BUSINESS FOCUS

HDFC Bank's mission is to be a World Class Indian Bank. The Bank's

aim is to build a sound customer franchise across distinct businesses so

as to be the preferred provider of banking services in the niche

segments that the bank operates in and to achieve healthy growth in

profitability, consistent with the bank's risk appetite. The bank aims to

ensure the highest level of ethical standards, professional integrity and

regulatory compliance. HDFC Bank's business philosophy is based on

four core values: Operational Excellence, Customer Focus, Product

Leadership and People. The Bank signed a strategic business

collaboration agreement with Chase Manhattan Bank in February

1999.

18

CAPITAL STRUCTURE

The authorized capital of HDFC Bank is Rs.450 corers. The paid-up

capital is Rs.281.2 crores. The HDFC Group holds 24.5% of the bank's

equity while about 13.3% of the equity is held by the depository in

respect of the bank's issue of American Depository Shares (ADS/ADR

Issue). The Indian Private Equity Fund, Mauritius (IPEF) and Indocean

Financial Holdings Ltd., Mauritius (IFHL) (both funds advised by J P

Morgan Partners, formerly Chase Capital Partners) together hold about

11.6% of the bank's equity. Roughly 18% of the equity is held by FIIs,

NRIs/OCBs while the balance is widely held by about 300,000

shareholders. The shares are listed on the The Stock Exchange,

Mumbai and the National Stock Exchange. The bank's American

Depository Shares are listed on the New York Stock Exchange under

the symbol "HDB".

19

TIMES BANK 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 amalgamation

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.

20

DISTRIBUTION NETWORK

HDFC Bank is headquartered in Mumbai. The Bank at

present has an enviable network of over 235 branches spread

over 126 cities all across the country. All branches are linked

on an online real-time basis. Customers in 39 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. Being a clearing/settlement bank

to various leading stock exchanges, the Bank has branches in

the centres where the NSE/BSE have a strong and active

member base. The Bank also has a network of almost over

750-networked ATMs across these cities.

21

Moreover, HDFC Bank's ATM network can be accessed by

all domestic and international Visa/MasterCard, Visa

Electron/Maestro, Plus/Cirrus and American Express

Credit/Charge cardholders. It is the only bank in India which

provides access to all the 3 major International Card Networks

on its ATM network.

22

TECHNOLOGY USED

HDFC Bank operates in a highly automated environment in

terms of information technology and communication systems.

All the bank's branches have 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 branch network and Automated Teller Machines

(ATMs). The Bank has made substantial efforts and

investments in acquiring the best technology available

internationally, to build the infrastructure for a world class

bank. In terms of software the Corporate Banking business is

supported by Flextube, while the Retail Banking business by

Finware, both from i-flex Solutions Ltd. (formerly Citicorp

Information Technology India Ltd.). The systems are open,

scaleable and web-enabled.

23

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 build market share.

24

A HISTORY OF ATM

25

A HISTORY OF ATM

ATM is the culmination of all the developments in

switching and transmission in the last twenty years. This

includes the advent of packet-switching and the change

from coaxial to optical.

CIRCUIT SWITCHING:

This was the first type of data transfer mehanism used. A

dedicated line on the network path is allocated to the

parties involved in the transfer over the network. Channel

capacity has to be available and reserved between each

pair of nodes on the path, and each node has to have a

switching capability. For different applications, utilization

of the line can vary enormously. However there is little

delay and effective transparency for the user. It is very

efficient for Constant Bit Rate (CBR).

26

PACKET SWITCHING:

Data to be sent is broken down into chunks or packets.

Each packet contains data and header information for

control e.g. routing. At each node the packet is received,

stored briefly and passed on. At each node the packets

may be put on a queue for further movement into the

network. There are two approaches to transport -

1. Datagram - where each packet can take any path

through the network as long as they all reach the

destination.

2. Virtual Circuit - where all the packets are routed

through the same path without having the path

dedicated.

Datagram allows for dynamic handling of congestion and

no call setup is necessary. Virtual channels allow for

sequencing, error and flow control.

27

MULTIRATE CIRCUIT SWITCHING:

This is an enhancement of the synchronous Time-Division

Multiplexing (TDM) approach used initially in circuit

switching. In circuit switching a station must operate at a

fixed data rate which must be used regardless of

application. In multirate switching, multiplexing is

introduced. A station attaches to the network by means of

a single physical link which carries multiple fixed data-

rate channels (B-channel @ 64kbps). Traffic on each

channel can be switched independently through the

network to various destinations. This is used for simple

ISDN. So the user has a number of data rate choices but

they are fixed so Variable Bit Rate (VBR) is difficult to

accommodate efficiently.

FRAME RELAY:

Frame relay is essentially identical to packet switching.

Frame relay saw its development as a result of high data

rates and low error rates in modern high speed

communications systems. In old packet switching, there

was considerable overhead involved in error recovery,

28

redundancy enhancement and routing information. With

Frame relay the packets are now of variable length and not

fixed length, meaning that they were designed to operate

at up to 2Mbps. This was very good for VBR.

CELL RELAY:

This is an evolution from frame relay and multirate circuit

switching. Cell relay uses fixed sized packets called cells.

Multirate circuit switching also had fixed channels. Cell

relay allows for the definition of virtual channels with data

rates dynamically defined. Using a small cell size allows

almost constant data rate even though it uses packets.

From frame relay, cell relay takes improved error control

into account, and allows more errors to be handled at a

higher

Logical level. The fixed-size cells reduce overhead even

more and thus allows rates of tens to hundreds of Mbps.

29

So we have seen progression from two areas - circuit

switching for CBR, and packet switching for VBR. Cell

relay is equally as good with either CBR or VBR as is

shown by the diagram

TRANSMISSION:

In the late 1800s signals were analog and telephones were

allocated a single channel per line for transmission.

Development of the vaccum tube led to analog system

employing FDM ( Frequency Division Multiplexing ), in

1925 and coax was installed in 1936. This developed to

the microwave level of 4, 6 and 11 Ghz frequency regions,

and in 1969 digital wireless system was initiated. Aided

by the invention of transistors and the concept of PCM

( Pulse Code Modulation ), by 1972, a digital channel

30

bank featuring toll quality was developed. Soon after, a

high bit rate digital system employing TDM ( Time-

Division Multiplexing ), was realised but was relatively

expensive.

It was not until the advent of optical transmission systems

that any real use of TDM could be made. Optical

transmission is accomplished by modulating transmitted

information by a laser diode or LED, passing the

information signal over optical fibre and reconstructing

the information by the 'pin' diode or the avalanche photo

diode ( APD ). Now PCM and TDM saw use in 45Mbps

optical communications systems, which have developed to

1.2, 1.7, and 2.4 Gbps. These systems eventually converge

into SDH/SONET.

But before that, in the mid-80's the most common digital

hierarchy in use was PDH (Plesciosynchronous Digital

Hierarchy), which is still used in the form of DS-1/2/3/4

signals. It is called 'plescio' (almost) because the

31

transmission is neither wholly synchronous or

asynchronous. Thus, PDH, was superceded by SDH,

which took the PDH signals and multiplexed them into an

STM (synchronous time-division multiplexing) of n =

STM-n signal. So development went from asynchronous

mutiplexing used in PDH for conversion to a higher bit

rate to synchronous multiplexing in SDH. That means that

given any of the current signals, a generic STM-n signal

can be constructed through thye synchronous multiplexing

procedure used in SDH.

So we have a switching technology - cell relay, and a

transmission technology - SDH over optical fibre. Cell

relay supports VBR, CBR and varied applications. SDH

allows large amounts of data top be transmitted efficiently

over a network. The combination of these two ideas

together give the basis for ATM - Asynchronous Transfer

Mode.

32

ATM’S OF HDFC

HDFC has 750 ATM across India. This makes money

accessible 24 hours a day, 7 days a week, 365 days a year.

USES OF ATM

By using an ATM one can –

Check account balance.

Request for a cheque book.

Request for the statement of last ten transactions.

Transfer funds to another HDFC Bank account.

Pay electricity, telephone or mobile phone bills with free

bill pay facility.

Use intercity or interbranch banking to access his

account nationwide.

Withdraw Rs.15000 a day with an International Debit

Card.

Withdraw Rs. 10000 a day with an ATM card.

Deposit cash or cheques.

33

GLOBAL NETWORK

 HDFC Bank ATMs are a part of the VISA International

Plus ATM Network as well as the MasterCard

International Cirrus ATM Network, and can be accessed

by all domestic and international MasterCard, Cirrus or

Maestro and VISA Electron cardholders for cash

withdrawals and balance inquiries.

We have also partnered with American Express to offer

their domestic and international cardholders the benefits

of cash advances from any of our ATMs. To use our

ATMs your card needs to be one of the following:

MasterCard/VISA/American Express Credit Cards

Maestro/VISA Electron Debit Cards

Cirrus/Plus ATM Cards

American Express Charge Cards

Participating banks in the networkCirrus : Standard

Chartered Grindlays, Citibank.Plus : Standard

Chartered Grindlays, HSBC, ICICI Bank. Limits and

parameters are set by the card issuing banks regarding

34

amount of cash withdrawal, withdrawal limit, number of

PIN log-in attempts, transaction set allowed and declines.

A free service for you! No fee is charged to an HDFC

Bank cardholder for using our ATM.

For the first time in the country HDFC Bank

introduces recharge of Prepaid cards through ATMs.

You would recall that we had earlier launched the

service with Orange in Mumbai. With this launch we

are now Live with Hutch in Karnataka, A.P. ,Delhi,

Chennai and now Gujarat. We will also be launching

this facility with Hutch in Kolkotta shortly.

35

ADVANTAGES

OF

ATM

36

THE ADVANTAGES

  When you open an HDFC Bank NRE Savings Account,

you gain the following benefits:

International Debit Card:

It is like an ATM card you can shop with. You can

use it to shop at over 80 lakh establishments in 140

countries or withdraw cash from 6.3 lakh VISA/Plus

ATMs and over 5.6 lakh Cirrus ATMs across the

globe. Now, you can access your account, make

purchases at shops and withdraw cash in almost any

country in the world in the currency of that country,

while the account gets debited in India in Rupees.

ATM Card:

Alternatively, you are issued an ATM Card that can

be used at all HDFC Bank ATM locations.

ATM Card to mandate Holders

37

Make it easier for your family in India to access and

manage your NRI savings account. You can now

appoint your relative or friend as a Power of attorney

/mandate holder, who can operate your account on

your behalf through an individual ATM card.

They can use the ATM card to withdraw cash from

any of our widespread network of ATMs across

India.

LETTER OF MANDATE

You can give a letter opf mandate/POA to your local

representative in India who can operate the account

on your behalf.-

 

PERSONALISED CHEQUE BOOK:

You get a personalised cheque book that is issued on

the NRE Savings Account.

38

NETBANKING:

Now, a FREE, safe and secure way to do your

banking over the Internet. Using the highest level of

encryption, for maximum security, pay your utility

bills in India, transfer funds between your accounts

or to third parties within the bank, all at the click of a

mouse. You can carry out the following transactions:

o Account Balance inquiry

o Account Statement inquiry

o Fixed Deposit inquiry

o Cheque Status inquiry

o Cheque Book request

o Fixed Deposit request

o Fund Transfers

o Stop Payment request for a single cheque or a

series of cheques.

39

BILL PAY:

Use this convenient facility to pay your electricity,

phone and mobile bills through any of the channels. It

can even use the BillPay facility through NetBanking to

pay local bills - phone, electricity, mobile phones in 36

Indian cities, right from wherever you are, thousands of

miles away.

NOMINATION FACILITY:

Nomination is allowed in NRE Accounts.

FREE QUARTERLY STATEMENTS:

You are sent Quarterly Statements at your mailing

address.They are generated as of 31st March, 30th

June, 30th September and 31st December. Monthly

statements and Duplicate statements are available at

a fee.

40

PHONEBANKING:

Enjoy FREE 24-hour PhoneBanking to check your

balance, find out the status of your cheque or even

open new Fixed Deposits.The following transactions

can be carried out:

o Account Balance inquiry

o Account Statement inquiry

o Fixed Deposit inquiry

o Cheque Status inquiry

o Cheque Book request

o Fixed Deposit request

o Fund Transfers

o Stop Payment request for a single cheque or a

series of cheques.

INTERCITY BANKING:

Enjoy the convenience of banking at any of our

branches in India.

41

REPATRIATION:

You can easily have your balances held in the NRE

Account, along with interest earned, transferred

outside India without the prior approval of the

Reserve Bank Of India.

TAX EXEMPTIONS:

Interest earned on an NRE Account is exempt from

Income Tax. (Under clause 4(ii) of Section 10 of the

Income Tax Act, 1961 . Likewise, balances held in

such accounts are also exempt from Wealth Tax in

terms of Section 6(ii) of the Wealth Tax Act, 1957.)

The above tax exemptions are available only for a

NRE Account held by an individual and not for those

maintained by OCBs

(Overseas Company Bodies).

SAFE DEPOSIT LOCKER at certain branches, for

your valuables and important documents.

42

E-AGE ADVANTAGES

Easy shop International Debit Card: It’s like an

ATM card you can shop with!

o Use your HDFC Bank Easyshop International

Debit Card to access your account from a

widespread network of ATMs within India and

abroad.Withdraw cash at over 8,00,000

Visa/Maestro/Plus/Cirrus ATMs in 140

countries

o Shop at over 1,10,000 establishments in India

and over 13 million worldwide with your

Easyshop International Debit Card.

o At select branches of Canara Bank and Bank of

India you can withdraw cash against your

HDFC Bank Easyshop International Debit Card

(available only with the Visa programme)

43

International Usage - Account Debited in Indian

Rupees

    You can use your Debit Card abroad to withdraw

cash and     to make purchases at merchant locations.

For all such    transactions done abroad, your account

will be debited in Indian Rupees regardless of the

currency in which you   transact.

Widespread domestic and international validity

ATMs

o Over 1000 HDFC Bank ATMs

o Over 1200 Visa/Plus ATMs (Visa Debit Card)

and over 2,800 Cirrus ATMs (Maestro Debit

Card) in India

o Over 8 lakh Visa/Plus ATMs (Visa Debit Card)

and over 6.4 lakhs Cirrus ATMs (Maestro Debit

Card) internationally

44

Merchant Locations

o Over 1,00,000 Merchant locations (Visa Debit

Card) and 27,000 Merchant locations (Maestro

Debit Card) in India

o Over 13 Million Merchant locations (Visa

Debit Card) and 12 Million Merchant locations

(Maestro Debit Card) internationally

Cash withdrawal at select Canara Bank and Bank

of India branches (for Visa Program only)

o Walk into 450 select branches of Canara Bank

& Bank of India across the country and

withdraw cash against your HDFC Bank

Easyshop International Debit Card (available

only with the Visa program)

Daily withdrawal limits

    You can withdraw up to Rs. 15,000/- at ATMs and

make purchases upto Rs. 25,000/- at Merchant

Locations

45

(Point of Sale) per day. For cash withdrawals at

Canara Bank and Bank of India locations (VISA

Cardholders only) the Point of Sale limit applies.

Lost your Debit/ATM Card?

You can now hot-list you Debit or ATM Card 24

hours a day, 7 days a week by calling our phone

banking numbers: 656 3737 in Ahmedabad ; 520

2233 in Bangalore; 2860 5959 in Chennai; 95124-

230 9393 in Delhi; 2323 0036 in Hyderabad;2281

3838 in Kolkata; 268 888 in Mohali; 643 0266 in

Pune; 98982 71111 for rest of Gujarat; 98153 31111

for rest of Punjab; 95124-230 9393 for rest of

Haryana and 9580-520 2233 for rest of Karnataka.

As you know for availaing this facility in Mumbai

you simply need to dial 28561818. Also if you are

calling from outside Mumbai or any of the above

cities/states simply dial 022-28561818 for

emergency hot-listing of your Debit or ATM card

even after your local PhoneBanking hour.

46

For your convenience, this facility is available on

weekends and bank holidays too.

Limited liability of fraudulent usage on lost and

stolen     cards

o In case you lose your Debit Card, report the

loss to our Phone Banking service immediately

or give written instructions to your nearest

HDFC bank branch.

o In case your lost/stolen card is fraudulently

used, your liability is limited to Rs. 500/- from

the time you report the loss to us.

o Additionally you must also report the loss to the

nearest local police authorities and forward a

copy of the FIR to the Bank.

47

Worldwide Assistance

o If you are abroad, Visa Card holders can call

the VISA Global Assist Centers. Please check

the local telephone directories/yellow pages or

visit www.visa.com for more information.

o Maestro Card holders can call the Maestro

Global Service from MasterCard International.

Phone numbers are available on the MasterCard

website.

48

THE MECHANICS OF MONEY

TRANSFER

YOU are traveling abroad and want to send money back

home quickly. Or, you are an NRI working abroad looking

to transfer your hard earned money home. This is how you

can do it.

Money can be transferred through banks, Web sites such

as Remit2India.com, and money transfer companies such

as Western Union. However, each has its advantages and

disadvantages.

49

BANK TRANSFER

Within the ambit of banking transfer there are several

methods of sending money. The most cost effective mode

is writing a cheque in the local currency and mailing it

across to the beneficiary. However, a cheque takes 30-45

days for clearance and also cost the recipient a few

hundred rupees.

You can also send a foreign draft through banks. Sending

a foreign draft is similar to sending a local draft. The bank

collects the money from you in the form of a cheque or a

certified cheque and gives a rupee draft. You mail the

draft to the recipient for encashment. If you are an NRI,

you can also remit the money in your bank account in

India. The procedure is the same, except that you mail the

draft to the branch where your account is maintained. In

case the draft is payable at a place other than where you

50

have the account, the instrument is sent for collection and

normal charges are levied.

Telegraphic transfer or wire transfer is the fastest way to

transfer funds through a bank. You do not have to be a

customer of the bank to wire funds, and this is faster than

a foreign draft. But the catch is you have to pay cash and

the fee varies based on your relationship with the bank

(customer or non-customer). You will also have to furnish

such information as name of beneficiary bank/branch,

beneficiary's name, address and a/c no, remitter's name

and address, and so on to the bank.

If you are on vacation or on a short visit to India,

traveler’s cheques are a safe option. You can also convert

them into money fast. All you need to do is go to the

nearest RBI-recognised moneychanger/bank and show

your passport to convert the traveler’s cheque into Indian

rupee. However, if the traveler’s cheque is a gift, you have

51

to deposit it in a bank. Carrying plastic money is also a

good option for accessing cash quickly. For instance, a

Citibank banking card with a MasterCard logo allows you

to shop or get cash from ATMs across the globe. This card

does not have finance charges and annual fees.

However, these cards have daily spending limits. Some

banks with a good international network also offer ATM

facilities for international debit, credit and charge cards.

For instance, you can use an ATM card of HDFC Bank to

draw money.

Banks also offer online banking transfer facilities which

enable you to track your remittance online. For instance,

ICICI Bank offers products, such as Power Transfer, e-

transfer, and cheque transfer. The time taken for realizing

money varies from product to product. For more details

contact the banks.

52

Banking transfers are very convenient, particularly for

cheque/drafts/wire transfer/online banking transfer, if both

the sender and the beneficiary have accounts in the same

bank.

53

MONEY TRANSFER COMPANIES

Some companies, such as Western Union Money Transfer

and Money Gram, also transfer funds. All you need to do

is locate the nearest agent who represents the money

transfer company, fill in "to send money" format, and pay

the cash and the service fee. The agent will, in turn,

provide you with a money transfer control number. You

have to communicate this number to the beneficiary.

Within an hour, the beneficiary can collect the money

from the nearest agent by filling in the "to receive money"

form and providing a valid identification. Generally, in

India, identification such as valid Passport, Voters ID,

PAN No, and driving license are accepted. Depending on

the location and amount of money involved, the

beneficiary may be asked a "test question" to verify

54

whether he/she is the intended receiver. The test question

is created by you (the sender).

However, it should be noted that maximum amount that

can be sent per transaction should not exceed (US $2,500)

as per the Indian Government's requirement. Besides,

money transfer payments are reserved only for private

consumer use and not for commercial, business or

investment purposes. It should also be noted that the agent

will pay the transferred amount in the form of cash up to

Rs 50,000. For higher payouts, the agent will issue a

cheque which can be encashed in banks. However, there is

no cash payout limit for foreign passport holders in India.

As per the Government's requirement, a single beneficiary

cannot receive more than 12 payments through money

transfer annually.

55

WEB SITE TRANSFERS

Many Web sites also transfer money. For instance,

(remit2india) www.timesofmoney.com offers this service.

These Web sites also enable you track your money online.

All you need to do is log on to the site and fill the

requisite details (yours and the beneficiary's, the amount

and the payment mode) for sending the money. The

beneficiary will receive the money in the form of cheque

or demand draft or through direct deposits (if the

beneficiary has account with any of the company's partner

banks). The fee varies based on the transfer amount, mode

of payment and sender's location.

A word of caution to those who send money through Web

sites — kindly ensure that the Web site is a reputed one

and recognized by the Reserve Bank of India. Before

deciding on the mode of transfer, evaluate the cost

involved in each method, the time taken, the ease at which

56

you can send and receive funds, safety and the transaction

limit.

All you need to have is an HDFC Bank Account.

REFILL THROUGH ATMS :-

1. Choose others icon in the first screen of the ATM

after entering your PIN.

2. Select the Bill Pay/Prepaid Refill icon on the screen.

3. Select prepaid refill icon on the screen out of the

choices of Electricity, Telephone etc.

4. Enter your prepaid mobile number and confirm the

same.

5. Choose your preferred tariff and confirm the

payment.

6. Your account will be debited and the recharge will

be affected instantly.

7. You will also get a confirmatory SMS from the

mobile operator.

57

REFILL THROUGH SMS

Register for our free Mobile Banking service and get your

Orange prepaid card refilled. Just send an SMS at any

time of the day or night and your card will be refilled

within seconds. The amount will be instantly deducted

from your bank account, making it hassle free and

convenient.

It's actually very easy to refill your prepaid card.

1. Type RC HDFC (the amount you want your card

refilled for) and send it to 140 for Orange.

2. Within a few seconds, your prepaid account will be

refilled and you will receive the following message

on your mobile phone screen, 'Your account has been

refilled. Your Orange Just Talk account balance is

now 'XXX INR'.

3. You can refill your prepaid connection any time,

from anywhere in the world. You don't need to carry

58

any refill slips with you. For e.g.: Instead of

purchasing a refill slip of Rs. 324 and entering the 16

digit code, just send an SMS 'RC HDFC 324' to 140

and get your prepaid card refilled instantly.

Note: Please ensure that you refill within the validity

period.

Our Mobile Banking service is one of the easiest ways for

you to access your account. It's free, instant and you can

bank through SMS. What's more, you can use Mobile

Banking even when you're on the move.

To avail of the services mentioned below send an SMS to

12323

Check your account balance.

Check on the last three transactions you made.

Request for a statement.

Order a cheque book.

59

Enquire on a cheque status.

Stop a cheque.

View your Fixed Deposit details.

Make your utility bill payments over SMS.

How much does it cost?

This service is absolutely free from HDFC Bank! You

only have to pay the regular SMS charge for your SMS

request. It's a service that has been introduced for the first

time in India, just to make your world easier.

60

PRODUCT FEATURES

1. Currently, Orange and Hutch prepaid customers at

the mentioned circles, who are HDFC Bank's

Account holders can now get their pre-paid cards

refilled for the amount they desire through the

ATMs.

2. This hassle-free and convenient service is available

24 hours a day, 365 days a year, and comes at no

cost, for the customer.

3. There is no charge from HDFC Bank for this service.

All that a customer needs to do to avail of this

service is visit his nearest ATM.

4. The benefits of this new feature are obvious:

recharging of prepaid cards is now possible

anywhere - while roaming in India without the need

to find a shop stocking Refill slips, and at any time

of the day or night.

61

So now Hutch prepaid customers can refill their mobile

phones by visiting the nearest HDFC Bank ATM.

For further information on more convenient services from

us at HDFC Bank, call Phone Banking, log on to

www.hdfcbank.com or just walk in to the branch closest

to you.

We will also be shortly launching this convenient facility

with other mobile operators around the country.

* Recharge facility through ATMs is available for Orange

prepaid customers in Mumbai and Hutch prepaid

customers in Delhi, Karnataka, Andhra Pradesh, Chennai

and Gujarat currently.

** Recharge facility through SMS is available for Orange

prepaid customers in Mumbai currently.

62

WHO CAN APPLY?

[A] Resident Indians holding any of the following Account(s)

with HDFC Bank:

Savings Account

Current Account (Sole Proprietorship)

Supersaver Account

Loan Against Shares Account (LAS)

Salary Account

[B] Non-Resident Indians holding any of the following NRE

Account(s) with HDFC Bank;

NRE Savings Account

NRE Savings Depository Account

NRE Current Depository Account

63

For the first time in the country HDFC Bank introduces refill

of Orange prepaid card through ATMs and SMS

All you need to have is an HDFC Bank Account and be an Orange

prepaid customer.

Refill through ATMs:-

1. Choose Others icon in the first screen of the ATM after

entering your PIN

2. Select the screen Bill Pay/Prepaid Refill icon on the screen

3. Select prepaid refill icon on the screen out of the choices of

Electricity, Telephone etc.

4. Enter your Prepaid mobile number and confirm the same

5. Choose your preferred tariff and confirm the payment.

6. Your account will be debited and the recharge will effected

instantly

7. You will also get a confirmatory SMS from the mobile

operator.

64

REFILL THROUGH SMS:-

Register for our free Mobile Banking service and get your Orange

prepaid card refilled for the amount you desire. Just send an SMS

at any time of the day or night and your card will be refilled

within seconds. The amount will be instantly deducted from your

bank account, making it hassle free and convenient.

It's actually very easy to refill your prepaid card.

1. Type RC HDFC (the amount you want your card refilled

for) and send it to 140.

2. Within a few seconds, your prepaid account will be refilled

and you will receive the following message on your mobile

phone screen, 'Your account has been refilled. Your Orange

Just Talk account balance is now 'XXX INR'.

3. You can refill your prepaid connection any time, from

anywhere in the world. You don't need to carry any refill

slips with you. For eg: Instead of purchasing a refill slip of

Rs. 315 and entering the 16 digit code, just send an SMS

65

'RC HDFC 315' to 140 and get your prepaid card refilled

instantly.

Note: Please ensure that you refill within the validity period.

Our Mobile Banking service is one of the easiest ways for you to

access your account. It's free, instant and you can bank through

SMS. What's more, you can use Mobile Banking even when

you're on the move.

To avail of the services mentioned below send an SMS to 12323

Check your account balance.

Check on the last three transactions you made.

Request for a statement.

Order a cheque book.

Enquire on a cheque status.

Stop a cheque.

View your Fixed Deposit details.

Make your utility bill payments over SMS.

66

How much does it cost?

This service is absolutely free from HDFC Bank! You only have

to pay the regular SMS charge for your SMS request. It's a service

that has been introduced for the first time in India, just to make

your world easier.

For further information on more convenient services from us at

HDFC Bank, call 2856 1818, log on to www.hdfcbank.com or just

walk in to the branch closest to you. You can also call Orange at

5664 2222 or log on to www.orange.co.in

67

INTERNATIONAL DEBIT CARD

68

INTERNATIONAL DEBIT CARD

It’s like an ATM card one can shop with. HDFC Bank

International Debit Card can be used to access account from a

widespread network of ATMs within India and abroad. Cash can

be with drawn at over 8,00,00 Visa/Maestro/Plus/Cirrus ATMs in

140 countries. Shopping at over 51,000 establishments in India

and over 10 million worldwide can be done with International

Debit Card. At select branches of Canara Bank and Bank of India

withdraw of cash against HDFC Bank International Debit Card

(available only with the Visa Electron programme) can be done.

69

PHONE BANKING

70

PHONE BANKING

Just by making a phone call one can –

Ask for account details

Request for a cheque book

Open a fix deposit

Order a demand draft

Stop cheque payment

Make cheque status inquiries

Open Fixed Deposits

Report of lost ATM / Debit Card

Transfer funds

71

RESEARCH OBJECTIVE OF

THE STUDY

72

OBJECTIVE OF THE PROJECT

To know the potential market of HDFC Bank for ATM

in Bulandshahar City.

To evaluate the services.

To determine the existing usage rate of ATM’S.

73

RESEARCH

METHODOLOGY

74

RESEARCH METHODOLOGY

Research methodology is the mean to plan out the working

process or the course of action to reach the objective. It is

extremely crucial and holds the key to the success of the survey.

SAMPLE AREA : BULANDSHAHAR

SAMPLING : SIMPLING RANDOM SAMPLING

SAMPLE SIZE : 300

TYPE OF DATA : PRIMARY DATA

DATA COLLECTION METHOD : INTERVIEW THROUGH QUESTIONNAIRE

INTERVIEW TECHNIQUE : CONTACTED PERSONALLY

TYPE OFQUESTION : OPEN AND CLOSED ENDED

RESEARCH DESIGN: DISCRIPTIVE

75

RESEARCH METHODOLOGY

The methodology researcher use in the entire research and

survey work can define as in this method. Researcher used the

survey in this passion so that there was minimum wastage of man.

material and money.

RESEARCH DESIGN:-

Types of Research:- For collection of data researcher are

descriptive research design. It provide me description of an

individual and a community. Through this research collect

quantitative questionnaire and data.

DATA SERVICE:-

Direct interaction with consumer and consumer and consumer as a

respondent. So consumer is the man data service.

76

RESEARCH APPROACH:_

There are two basic approaches to research. quantitative and

qualitative my approaches are both. Researcher collects the

quantitative data and the opinion of the people bike performance

of the product. dealership. satisfaction level and there expectation.

TYPES OF QUESTIONNAIRES:

When researcher start preparing questionnaires then researcher

keep all the brings in this mind that guideline of his guide and

time factor of consumers. Questionnaires should not be very

borty and lengthy working upon the above guidelines. The

questionnaires there were 15 and target market questionnaires is

18 and total questions 23.

TYPE OF QUESTIONS:-

Research used both closed type question. (e.g.-g the type 'yes or

no) open type (e.g.-inviting free response) and licker scale

question. I used for qualitative in my questionnaires.

RESEARCH INSTRUMENT:

Research's research instrument is questionnaires for collecting the

primary data. This is very common and flexible instrument.

77

SAMPLING:

Sample in market, researcher collect needed information from

various persons who are associated with this subject. When such

associated persons are in new number research can get

information from all of them in such some people among

associated persons are selected and collect information from them.

These selected persons represents the whole universe and are

called sample.

SAMPLING SIZE:

The total number of these selected persons is called sample size.

the sample is the total of persons. which are interviewed by

researcher. In this case study sample units are one hundred.

researcher has taken response of one hundred persons.

COLLECTING THE DATA:

1. Primary data.

2. Secondary data.

1- Primary data: Through survey researcher obtains primary

data directly from the Reader through following method.

78

A. Observation method.

B. Interview method.

C. Questionnaires.

A. Observation M ethod : Researcher went to the dealers

showroom and service center and even a parking

places. Researcher directly observes the customers

researcher with out asking any question. Here

researcher found most of the customer was empty

buying behavior.

B. Interview Method : Researcher went to the service

center and parking places and collects the data

through personal interview.

C. Through questionnaires : Researcher collects

most of the data through questionnaires; researcher

went to the consumers and requested them to fill the

questionnaires.

79

GRAPHICAL DATA INTERPRETATIONS (RESULTS & FINDINGS)

80

GRAPHICAL DATA INTERPRETATION

DISCRIPTION OF THE SAMPLE SURVEYED

From the pie chart shown above we can see that from the sample

size of 300 – 34% of the customers were holding account with the

bank from less than six months. 13% of the customers were

holding account with the bank from less than a year. 18% of the

customers were holding account with the bank from less than year

and a half 35% of the customers were holding account with the

bank from less than 2 years.

81

Among the sample of 300-

1. 31% were businessmen. 2. 26% were into government service. 3. 29% were in private sector. 4. 14% were students.

82

There are two types of card offered by the bank-

1. ATM CARD 2. INTERNATIONAL DEBIT CARD

50% of the respondents were using ATM CARD. 22% of the respondents were using INTERNATIONAL DEBIT CARD. 28% used both the cards.

83

POTENTIAL AREA OF SETTING UP NEW ATM’S ACCORDING TO SAMPLE SURVEY

84

ANALYSIS OF THE LOCATIONS

The three most sought locations are-

1. Bank Road

2. Railway Colony

Bank Road- This location was suggested by 75% of the

respondents. The reason for suggesting this place was that it is the

main market and people out for shopping can get money easily when

ever they fall short off. This main market of BULANDSHAHAR

surrounded by residential areas. So a counter at this location can

attract customer base from the following colonies and the premier

location will also add to the significance of the counter.

Railway Colony - This counter was suggested by 25% of the

respondents. A counter in this area can attract a customer base. The

nearest HDFC ATM to this area is Railway Station. So most of the

customers who go to Railway Station can use this counter, which will

lessen the customer traffic at Railway Station counter, which is

generally over rushed.

85

Out of the 300 respondents-1. 25% ranked the services as excellent.2. 49% ranked the services as good.3. 24% ranked the services as satisfactory.4. 2% ranked the services as bad.

THE SERVICES INCLUDE-

Proper functioning of the machine. Adequate supply of envelops used for depositing cheque and cash. Trained guards. Proper lightning and air-conditioning. Cleaning of the counter. Good arrangement of alternate power supply (in case of power cuts).

86

PROLEM FACED BY THE CUSTOMERS

Out of the sample surveyed 48% of the respondents faced

different problems which are-

Machine out of order due to technical fault in the machine itself

or due to delink.

People get Rs. 500 notes, as the Rs. 100 notes are not sufficient

in the machine.

Many time’s cash gets over and it takes a lot of time for refill.

People have to face a long que at Railway Station counter

Clearance of the cheques deposited in the ATM’S takes time.

The ATM counter has a poor alternate power supply. The UPS

lasts only for 25-30 min after a power cut where as the UPS of

other counters work for 7-8 hours. In that case the customers

have to go to other counter or wait for the electricity to come.

87

Out of the 300 respondents surveyed-

40% percent were aware of PHONE BANKING service.

60% percent were found not aware of the Tele service offered by

the bank

88

Out of the 140 aware people-

1. 44% use the service.2. 56% don’t use the service.

The main reason for not using the service is –

1. They don’t know how to use the phone banking service.2. Some find the procedure costly, as they have to pay for the call.3. Some don’t felt the need to use the tele service.

89

Among the users –

1. 33% ranked the service as excellent.2. 57% ranked the service as good.3. 10% ranked the service as satisfactory.

Phone banking is not effective as only 47 % of the customers are using it.To make it effective-

1. Customers should be made aware of it and should be taught how to use it effectively and efficiently.

2. Posters and brochures should be placed at the ATM’s and Bank to create awareness.

90

USES RATE OF HDFC BANK ATM IN JULY ’2006

TOTAL NUMBER OF HITS IN July’2006 = 19202

The number of hits each ATM contributed to the total hits in July’2006-

Bank Road ATM got 18225 hits. Railway Colony got 4707 hits.

TOTAL CUSTOMERS IN HDFC BANK (Bulandshahar) = 19202

USES RATE = TOTAL HITS TOTAL CUSTOMERS

= 22932 = 1.19 HITS/CUSTOMER 19202

PERCENTAGE CONTRIBUTION OF EACH ATMs TO THE TOTAL

The percentage contribution of each counter to the total is-

Bank Road ATM 75%. Railway Colony ATM 25%

91

LIMITATIONS

&

SUGGESTIONS

92

LIMITATIONS & SUGGESTIONS

1. Customers want at least five more ATM machines in

different main market in City.

2. Customers want that HDFC BANK should expand its ATM

network facility in the neighboring towns such as

Lucknow.

3. People want one more counter at Branch Office so that the

customer traffic gets divided into two and the rush can be

easily managed.

4. Sufficient 100/- notes should be kept in the machine as they

get over very fast and the customer have to take 500/-

notes.

5. Bank should minimize the minimum balance that is to be

maintained by the customer in his/her account (5000/-).

6. Addresses of all the ATM’s in the city should be available

at each ATM.

93

7. Branch office telephone no. should be available at all

counters and their calls should be taken up positively.

8. Withdrawal limitations should be eased which are-

One can withdraw a maximum amount of 20,000/- in

a day if he/she posses an ATM card and

25,000/- if he/she has an International Debit Card.

9. Drinking water should be kept at the counters in hot

summers.

10. After services provided by the bank should be improved.

11. The ATM machines should be checked and serviced

regularly to avoid machine failure.

12. Proper Electricity should be provided

13. Security guard must be available at ATM machines.

94

RECOMMENDATIONS

95

RECOMMENDATIONS

1. The usage rate should be increased and for that the

customers should be educated to make full use of their

ATM.

2. HDFC Bank should expand its ATM network in the city

and into the neighboring towns.

3. The alternate power supply at Bank Road Branch should be

improved so that it gives a good and long lasting back up.

4. The ATM machines should be checked and serviced

regularly to avoid machine failure.

5. Customers should be made aware of all the direct banking

channels offered by the bank and should be taught how to

us them properly. This will reduce customer traffic in the

bank and the customers will be able to use all the services

efficiently and effectively.

96

Posters and brochures should placed at the Bank and at

the ATM’s to promote phone banking and other direct

banking channels.

6. A telephone should be made available at all the counters as

at night all the PCO’s close and in case of a problem at the

ATM the guard is not able to contact the bank official.

7. A phone at the ATM’s will also encourage customers to

make use of phone banking.

8. Power supply and security guard should be properly at

ATM Machines.

97

S.W.O.T. ANALYSIS

98

S.W.O.T. ANALYSIS

STRENGTH:

1. Bank offers different ATM and Debit card by which

money transaction shopping & purchasing can be made

ease at world level.

2. Bank provides globalised network between all branches

on world level.

WEAKNESSES

1. Long repayment period requires constant follow up and

monitoring.

2. Chances of default are more since future income of the

borrower is not assured.

99

OPPORTUNITIES:

1. Everyone in this society desires to have at least one

owned ATM Card during his or her life time.

2. With cheaper interest rates and long repayment period

demand is increasing day by day.

3. This sector creates job opportunities for lakh of people.

THREAT:

1. With stiff competition in the ATM banking sectors, this

is bound to become in ruminative and hence may

become in loosing reposition for the banks.

100

HYPOTHESIS

101

HYPOTHESIS

With the full study of ATM scheme I came to a

conclusion that HDFC Bank is more in demand because of

some its special features in comparison to other Banks.

The special features are:

1. Fast approval with minimum documentation.

2. The ATM card will be possessed & activated within 48

hours after completing documentation.

3. It has various attractive ATM Card utilization.

4. HDFC Bank operates in a highly automated

environment in terms of information technology and

communication system.

102

CONCLUSION

103

CONCLUSION

To conclude I may say that HDFC Bank is more

profitable in taking ATM Card because HDFC Bank's

ATM scheme is the most convenient way to get any card

for your new dream. It gives several new advantages to

the customer like it offers 24 hour automatised banking

services with 39 Phone banking number available. It also

offers Net banking across the country all year around. Any

shopping is very easy in over 140 countries.

There are also special benefits for HDFC Bank ATM

Card holders; they can possess different loans within 48

hours after completing the documents.

104

BIBLIOGRAPHY

105

BIBLIOGRAPHY

Magazines & Periodicals

- India Today

- Business World

- Business Today

Website

www.hdfcbank.com

www.google.co.in

www.crbonline.com

Books

Author - Philip Kotter

Title - Marketing Management

Publisher - Hall of India Pvt. Ltd.

Edition - 11th

Author - Saxena, Ranjan

Title - Marketing Management

Publisher - Tata MeGraw-Hill Publishing company

Ltd.

Research Methodology

Author - Sharma, D.D.

Title - Marketing Research, Principles,

Application & Cases.

Publisher - Sultan Chand & sons

Author - Beri, G.C.

Title - Marketing Research

Publisher - Tata Mcgraw Hill Publishing Company

Ltd.

106

Author -

C.R. Kothari

Title - Research Methodology

Publisher - Vishwa Prakashan

Newspapers

The Times of India

Economic times

The Financial Express

107

ANNEXURE - QUESTIONNAIRE

108

QUESTIONNAIRE

NAME : …………………………….......……………………

ADDRESS : …………………………….......……………………

…………………………….......……………………

CONACT NO. : …………………………….......……………………

E-MAIL : …………………………….......……………………

OCCUPATION : …………………………….......……………………

AGE : …………………………….......……………………

1. HOW LONG HAVE YOU BEEN USING HDFC BANK?

<6 MONTHS [ ] 0.5-1YEARS [ ]

1-1.5YEAR [ ] 2 YEARS [ ]

2. WHICH CARD OF HDFC DO YOU USE?

ATM [ ]

INTERNTIONAL DEBIT CARD [ ] 3. DO YOU FIND THE LOCATIONS OF HDFC ATM COUNTERS CONVEINIENT?

YES [ ] NO [ ]

IF NO, SUGGEST THE BEST SUITABLE LOCATION …………………………………………

109

4. HOW DO YOU FIND THE SERVICES OF HDFC ATM /DEBIT CARD?

EXCELLENT GOOD SATISFACTORY BAD VERY BAD

5. HAVE YOU EVER FACED ANY PROBLEM WHILE USING ANY OF HDFC Bank ATM?

YES NO

6. IF YES, PLEASE SPECIFY THE

PROBLEM…………………………………..

………………………………………………………………………………………. 7. ARE YOU AWARE OF THE PHONE BANKING?

YES NO

IF YES, DO YOU USE IT?

YES NO

8. HOW DO YOU FIND THE PHONE BANING SERVICE OF HDFC?

EXCELLENT

GOOD

SATISFACTORY

BAD

VERY BAD

9. ANY SUGGESTION

A ………………………………… B…………………………………..

C………………………………….. D…………………………………..

110