Ob Sem 3 Project

8/11/2019 Ob Sem 3 Project

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CONCEPT OF ORGANISATIONA BEHAVIOUR

AN ORGANIZATION

The term organization as two or more individuals who are interacting with each other

within a deliberately structured set up and working in an interdependent way to achieve some

common objectives.

ORGANIZATIONAL BEHAVIOUR

Organizational Behavior can be defined as the study of what people think, feel, and

do in and around organizations.

It is the study and application of knowledge about how people as individuals & as

groups act within an organization. It helps to identify ways in which people can act more

effectively.

Importance of OB in Todays Scenario

Provides a road map to our lives in an organization.

Helps us influence organizational events.

Helps an individual to understand him/herself and others better.

Help the manager to understand basis of motivation.

Useful for maintaining cordial industrial relations.

Used in the field of marketing.

Career in management and people skills.

Motivation towards higher productivity and better results.

Organization behavior is an essential tool for managing effective team.

Field of OB uses scientific research to help us understand and predict organizational

life.


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MEANING OF BANKING

A Bank is a financial institution whose primary activity is to act as a payment agent

for customers and to borrow and lend money.

Banks are important players in financial markets and offer financial services such as

investment funds.

In some countries such as GERMANY, banks are the primary owners of industrial

corporations .

While in other countries such as the UNITED STATES banks are prohibited from

owning non-financial companies.

A commercial bank accepts deposit. Some banks (called bank of issue) issue

banknotes as legal tender. Many banks offer ancillary financial services to make additional

profit: for exampleselling insurance product, investment product.

BANKING IN INDIA

Banking in India originated in the last decades of the 18th century.

The first banks were THE GENERAL BANK OF INDIA, which started in 1786, and

BANK OF HINDUSTAN, both of which are now defunct.

The oldest bank in existence in India is the STATE BANK OF INDIA, which

originated in the BANK OF CALCUTTA in June 1806.

The first fully Indian owned bank was the ALLAHABAD BANK, established in

1865.

Major players in India- State Bank of India, HDFC Bank, ICICI Bank, Axis Bank

etc.


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INTRODUCTION OF HDFC BANK

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 in

1994.

Housing Development Finance Corporation Founded in 1977 by Hasmukh bhai Parakh

& it was incorporated in August 1994

Among the first in new generation commercial banks

Registered office in Mumbai, India

The first largest bank by Market Capitalization as of November 1, 2012.

As on May 2013, HDFC Bank has 3,062 branches and 10,743 ATMs, in 1,568 cities in

India.

It was among the first companies to receive an 'in principle' approval from the Reserve

Bank of India (RBI) to set up a bank in the private sector.

Times Bank Limited (owned by Bennett, Coleman & Co./The Times Group) was merged

with HDFC Bank Ltd., on February 26, 2000. This was the first merger of two private

banks in India.

On May 23, 2008 HDFC Bank acquired Centurion Bank of Punjab taking its total

branches to more than 1,000.

HDFC Bank was the first bank in India to launch an International Debit Card in

association with VISA (Visa Electron) and issues the Master Card Maestro debit card as

well.

Representative offices in Hong Kong, New York, London & Singapore


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VISION & MISSION OF HDFC BANK

VISION

To be customer driven best managed enterprise that enjoys market leadership in providing

housing related finance.

The HDFC Bank is committed to maintain the highest level of ethical standards,

professional integrity and regulatory compliance. HDFC Banks business philosophy is

based on four core values such as:-

Operational excellence.

Customer Focus.

Product leadership.

People.

MISSION

To provide a package of attractive financial services for housing purposes through a

competent and motivated team of employees using the state of the art technology to maintain

financial stability and growth of the organization whilst contributing to the national goal of

providing decent housing to all.

World Class Indian Bank.

Benchmarking against international standards.

To build sound customer franchises across distinct businesses .

Best practices in terms of product offerings, technology, service levels, risk

management and audit & compliance


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COMPOSITION OF BOARD OF DIRECTORS

The Composition of the Board of Directors of the Bank is governed by the Companies

Act, 1956, the Banking Regulation Act, 1949 and the listing requirements of the Indian Stock

Exchanges where securities issued by the Bank are listed. The Board has strength of 12

Directors as on March 31, 2008. All Directors other than Mr. Aditya Puri, Mr. Harish

Engineer and Mr. Paresh Sukthankar are non-executive directors. The Bank has five

independent directors and seven non-independent directors. The Board consists of eminent

persons with considerable professional expertise and experience in banking, finance,

agriculture, small scale industries and other related fields.

Mr. Aditya Puri- CEO & Managing director

Mr. Jagdish Kapoor - Chairman of HDFC Bank.

Mr. Harish Engineer- Executive directors

Keki Mistry- Managing Director

Mr. A Rajan- Country Head-Operations

Mr. Rahul Bhagat- Vice president


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ORGANIZATIONAL STRUCTURE OF

HDFC BANK

Managing Director -Mr.Aditya Puri

County Head RetailBanking -Mr. Navin Puri

Reginal Head- Mr. Ravi

Narayan.

Zonal Head - Mr. PinalShah.

Branch Manager -Mr.Ismail Shaikh Thane

Lbs Road Branch


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CAPITAL STRUCTURE

The authorized capital of HDFC Bank is Rs550 crore (Rs5.5 billion).

The paid-up capital is Rs424.6 crore (Rs.4.2 billion).

The HDFC Group holds 19.4% of the bank's equity

Roughly 28% of the equity is held by Foreign Institutional Investors (FIIs) and the

bank has about 570,000 shareholders

BUSINESS STRATEGY

Increasing market share in Indias expanding banking .

Delivering high quality customer service.

Maintaining current high standards for asset quality through disciplined credit risk

management.

Develop innovative products and services that attract targeted customers and

address inefficiencies in the Indian financial sector.


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TECHNOLOGY

HDFC Bank operates in a highly automated environment in terms of information

technology and communication systems. All the bank's branches have online connectivity,

which enables the bank to offer speedy funds transfer facilities to its customers. Multi-branch

access is also provided to retail customers through the branch network and Automated

Teller(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. The

Bank's business is supported by scalable and robust systems which ensure that our clients

always get the finest services we offer.

The Bank has prioritized its engagement in technology and the internet as one of its

key goals and has already made significant progress in web-enabling its core businesses. In

each of its businesses, the Bank has succeeded in leveraging its market position, expertise and

technology to create a competitive advantage and build market share.


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QUALITY POLICY

SECURITY: The bank provides long term financial security to their policy. The bank does

this by offering life insurance and pension products.

TRUST: The bank appreciates the trust placed by their policy holders in the bank. Hence, it

will aim to manage their investments very carefully and live up to this trust.

INNOVATION: Recognizing the different needs of our customers, the bank offers a range

of innovative products to meet these needs.

BUSINESS

HDFC Bank offers a wide range of commercial and transactional banking services

and treasury products to wholesale and retail customers. The bank has three key business

segments.Wholesale Banking Services The Bank's target market ranges from large, blue-

chip manufacturing companies in the Indian corporate to small & mid-sized corporates and

agro-based businesses. For these customers, the Bank provides a wide range of commercial

and transactional banking services, including working capital finance, trade services,

transactional services, cash management, etc. The bank is also a leading provider of

structured solutions, which combine cash management services with vendor and distributor

finance for facilitating superior supply chain management for its corporate customers.

Retail Banking Services

The objective of the Retail Bank is to provide its target market customers a full range of

financial products and banking services, giving the customer a one-stop window for all

his/her banking requirements. The products are backed by world-class service and delivered


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to customers through the growing branch network, as well as through alternative delivery

channels like ATMs, Phone Banking, Net Banking and Mobile Banking.

The HDFC Bank Preferred program for high net worth individuals, the HDFC Bank Plus and

the Investment Advisory Services programs have been designed keeping in mind needs of

customers who seek distinct financial solutions, information and advice on various

investment avenues. The Bank also has a wide array of retail loan products including Auto

Loans, Loans against marketable securities, Personal Loans and Loans for Two-wheelers.

It is also a leading provider of Depository Participant (DP) services for retail customers,

providing customers the facility to hold their investments in electronic form.


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CURRENT SITUATION OF THE BANK

HDFC Bank is one of Indias leading banking and financial services institutions. Its

mission is to be a world-class Indian bank, and it provides a wide range of services in

wholesale and retail banking; including commercial, investment, transactional and branch

banking.

HDFC Bank today has more than 3.25 million customers. On the wholesale services

front, it is recognized as a leading provider of cash management and transactional banking

solutions to corporate customers, mutual funds, stock exchange members and banks.

Increasing revenue in the face of fierce competition HDFC Bank was among the first

privatized banks to be set up in India after the liberalization of the Indian banking industry.

Today it is among several banks vying for the customers who have not experienced the

benefits of private banking. In a fiercely competitive market place, the bank knows that

growing its bottom-line is dependant largely on increasing returns from existing customers,

while adding new customers to its portfolio.


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DEPARTMENTS IN HDFC BANK

MARKETING DEPARTMENT

AJAY KELKAR ,is Head, of the Marketing dept of H.D.F.C BANK said this

initiatives are especially targeted at those consumer who are not aware about the banks

various value added services such as direct banking facilities. we are going to demonstrate

the advantages of net banking and mobile banking, as these concept are relatively new to

people living in smaller town and cities.

The bank has also launched another initiative called business ki baatein, which is

targeted at areas where the population comprises small businessman. The bank would get

experts to talk on a number of issues such as value added tax and sales tax.

HDFC, has been successful in reducing its customers attrition by almost

15-20 % ever since its data-led customer analysis system, uncial was set up last year. it

enables them to measure the efficiency of the campaigns. test every campaign at each and

every step, experiment with creative and media .there are learning that can immediately be

incorporated into the next campaigns.

These campaigns provide them with information about every costumers preferences

used for mass media communication, making it more effective. they can measure the result of

a campaign through the sales that they make and the customers that they added. there is a

clear return on investment, which from a functional point of view gives team a stronger

voice. Over the last few years, HDFC Bank as a whole has been growing steadily at a rate of

30 percent or so, and that the bank has managed to maintain that growth rate on a consistent

basis, which is a very creditable performance. However, in the product mix, there have been a

number of segments, especially loans, which have recorded growth of over 100 percentover

the last year.


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FINANCE DEPARTMENT

Finance department is broadly concerned with the acquisition of funds by a business firm.

How large should be the firm and how fast should it grow?

What should be the mix of firms assets?

What should be the mix of the firms financing?

How should the firm analysis, plan, and control its financial affairs.

Finance is the lifeblood of the organization. Finance management as an integral

part of the overall management is not a totally independent area. It draws heavily on related

subjects and fields of study namely economics, accounting, marketing, production, and

quantitative methods. Following are the main features of financial management.

The focus of financial management was mainly on certain episodic event like

formation, issuance of capital, major expansion, merger, re-organization, and

liquidation in the life cycle of the firm.

Approach was mainly descriptive and institutional. The instrument of financing, the

institution and procedures used in capital market, and the legal aspect of financial

events formed the core of financial management.

The outsiders point of viewed mainly from the point of investment bankers, leaders,

and other outside interests.


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HUMAN RESOURCE DEPARTMENT

Maitra is the Country Head HR at HDFC Bank. She has

done her B.A. Psychology from lady Shriram College, Delhi and MBA HR

from Tata Institute of Social Studies.

The HR department at HDFC bank has 54 people, including the trainers. The HR

department is present in Mumbai, Chennai, Delhi, Ahmadabad, Kolkata, Bangalore,

Hyderabad, Chandigadh, Pune and Lucknow. All people here in HR are MBAs, except for

those handling HR operations.

HUMAN RESOURCE PLANNING

"Human resource planning is the process of forecasting a firm's future demand

for and supply of the right type of people in the fight number".

The planning process:

HRP essentially involve forecasting personnel needs, assessing personnel supply and

matching demand supply actors through personnel related programs. The planning process

is influenced by overall organizational objectives and the environment of business.

Importance of HRP

1. Future Personnel Need

2. Coping with Change

3. Creating Highly Talented Personnel

4. protection of Weaker Section

5. To adopt International Strategies

6. Foundation for Personnel Functions

7. Increasing Investment in Human Resource

8. Resistance to Change and Move


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HRP help to any organization for the estimation of how many qualified people are

necessary to carry out the assigned activities, how many people will be available and what

must be done to ensure that personnel supply equals personnel supply equals personnel

demand at the appropriate point in the future, which helpful to achieve efficiency of bank in

their various services.

Human Resource Planning is the process by which an organization ensures that it has

the right number and kind of people, at the right place, at the fight time, capable of effectively

and efficiently completing those tasks that will helps the organization achieve its overall

objectives.

How HRP stand helpful to HDFC Bank:

Future personnel needs.

Parts of strategic planning .

Creating highly talented work force.

International banking Strategies.

Foundations of Personnel functions.

Increasing investment in human to survive long-term.


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RECRUITMENT:

"Recruitment involves attracting and obtaining as many applications as possible

from eligible job seekers".

Determine the present and future requirement of the organization in conjunction with

its other activities.

Helpful to attract the pool of job candidates at minimum cost.

Help increase the success rate of the selection process by reducing number of unqualified

employees in the prior evaluation.

Help to reduce the probability that job applicants once recruited and selected will leave

the organization only after a short period of time.

SOURCES OF RECRUITMENT IN HDFC BANK

Trade Association.

Advertisement.

Campus recruitment.

Walk-ins interviews.

E-Recruiting


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SELECTION :

''Selection is the processes of differentiating between applicants in order in identifies

and hire those with a greater likelihood of success in a job''.

SELECTION PROCESS IN HDFC BANK

Telephonicinterview.

Selection Test.

Final Interview.

Reference & Background Analysis.

Selection Decision.

Employment Agreement.

Offer Letter.

Medical Clarification


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BENEFITS TO THE INDIVIDUAL WHICH

ULTIMATELY BENEFIT

TO THE HDFC BANK

Helps the individual in marketing better decisions and effective problem solving.

Through training and development, motivational variables of recognition, achievement,

growth, responsibility and advancement are internalized.

Aids in encouraging and achieving self-development and self-confidence.

Helps a person handle stress, tension, frustration and conflict.

Provides information for improving leadership, knowledge, communication skills and

attitudes.

Increase job satisfaction and recognition.

Moves a person towards personal goals while improving interactive skills.

Satisfies personal needs of the trainer.

Provides the trainee an avenue for growth and a say in his own future.

Develops a sense of growth in learning.

Helps a person develop speaking and listening skills.

Helps eliminate fear in attempting new tasks.


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PRODUCTS & SERVICES OF HDFC BANK

Travellers Cheques

Credit card

Home loan

Personal loan

Foreign Currency Cash

Foreign Currency Demand Drafts

Cheque Deposits

Remittances

Trade Services

Mutual funds.

Insurance

Travellers Cheques : Travellers Cheques are a safe and easy way to protect your money

when you travel. You can encash them only when you need to, and only against your

signature, unlike cash which can be stolen and misused by anybody, immediately.

Credit Card : Credit Card can be used for all your requirements, be it shopping, eating

out, holidaying, fuelling up your vehicle, railway ticket reservations - just about any

financial requirement, planned .

Home loan : Home loans for individual to purchase or construct houses.

Personal Loans: The procedure of personal loan is simple, documentation is minimal

and approval is quick.

Foreign Currency Cash : Foreign Currency Cash is a convenient way of meeting

personal expenses along your journey, paying for taxis / internal travel, food expenses etc.


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Foreign Currency Demand Drafts: Demand Drafts are issued in seven currencies like

United States Dollars (USD), Great Britain Pounds (GBP), EURO, Japanese Yen (JPY),

Australian Dollars (AUD), Canadian dollars (CAD) and New Zealand Dollars (NZD).

Foreign Currency Cheque Deposits : Wecan directly deposit our foreign currency

cheques in to our saving or current account.

Remittances : HDFC Bank offers the remittance facilities by which we can send and

receive money to anyone. They are categorized depending on location and the urgency

with which we want the money transferred.

Trade Service : HDFC Bank have people with high level of expertise and experience in

trade services to provide services to suit specific requirements and structure solutions for

business needs. HDFC Bank have 500 branches for trade services.

Mutual funds : Mutual funds are funds that pool the money of several investors to invest

in equity or debt markets.

Insurance : HDFC Bank offers a world of choice in insurance. Likechildren future

plans, retirements plans, standard life, etc.

PLUS CURRENT ACCOUNT

FEATURES AND BENEFITS

Free Account to account funds transfer between HDFC Bank accounts

Free payment and collection through RTGS.

Free payment and collection using NEFT (through Net banking)

Free up to 50 Demand Drafts per month and can be issued from any HDFC Bank Branch

Free up to 50 Pay Orders (PO) per month and can be issued from any HDFC Bank

Branch.


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PREMIUM CURRENT ACCOUNT

FEATURES & BENEFITS

Free anywhere collection & payment within HDFC Bank branch network (except Dahej),

up to Rs.25 lacs per month, incremental amount to be charged @ Rs.1.50 per Rs.1,000/-,

min Rs.25/-

Free NEFT Transactions.

Free RTGS collection. RTGS payment @ Rs.100/- per transaction.

Inter-city Account to accounts funds transfer between HDFC Bank accounts at a nominal

charge of Rs.15/- per transactions.

REGULAR CURRENT ACCOUNT

A Current account is ideal for carrying out day-to-day business transactions. With the

HDFC Bank Regular Current Account, you can access your account anytime, anywhere, pay

using payable at par cheque or deposit cheque at any HDFC bank branch. It also facilitates

FREE NET transactions & FREE RTGS collections for faster collections in your account.

Regular Current Account requires you to maintain an average quarterly balance of only Rs.

10,000. With a vast network of branches in cities all over the country, and access to a

multitude of ATM's, you can keep track of all your transactions anytime.

FEATURES & BENEFITS

Convenient inter-city banking :

Free payments and collections through NET

Free RTGS (Real time gross settlement) collection. RTGS payment @ Rs.100/- per

transaction


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REIMBURSEMENT ACCOUNT

No more paperwork, no more receipts to keep track of - a hassle-free account that

allows you to deposit the reimbursements you receive from your company on a monthly

basis.

FEATURES & BENEFITS

Easily distinguish between reimbursements and basic monthly salary.

Choose from either your Salary Account or your Reimbursement Account when

withdrawing cash from HDFC Bank ATMs.

Utilize Net Banking, Phone Banking and Mobile Banking facilities.

No need to maintain a minimum balance (Zero Balance Account)

FLEXI CURRENT ACCOUNT

HDFC Bank Flexi Current Account is the answer to your changing banking needs

during peak seasons. With HDFC Bank Flexi Current Account your Cash Deposit and

Anywhere Transaction limits are a multiple of the balance you maintain in your Current

Account. So, during peak seasons, you get the benefit of higher transaction limits due to the

higher average balances maintained in your account. Flexi Current Account requires you to

maintain a minimum Average Monthly Balance (AMB) of just Rs. 75,000.


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NET BANKING

Net Banking is HDFC Bank's Internet Banking service. Providing up-to-the-second

account information, Net Banking lets you manage your account from the comfort of your

mouse - anytime, anywhere.

FEATURES

View Account Balances & Statements

Transfer Funds between accounts

Create Fixed Deposits Online

Request a Demand Draft

Pay Bills

BENEFITS

Internet Banking is the most convenient and powerful way to manage your account.

Net Banking is Real Time, giving you up-to-the-second details on your account.

It can be accessed anytime, from anywhere, giving you complete control over our

finances

ATM

Global Network HDFC Bank ATMs are a part of the VISA International Plus ATM

Network and 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.

CREDIT CARD PAYMENT, CHEQUE STATUS ENQUIRY.

REGENERATE INTERNET PIN.

24-HOUR ACCESS TO CASH.VIEW ACCOUNT BALANCES & MINI-STATEMENT


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DIMENSIONS OF HDFC BANK

The most popular dimensions of HDFC BANK are five dimensions: tangibles,

reliability, responsiveness, empathy, and assurance. The tangibles dimension corresponds

to the aforementioned physical environment aspect, the reliability dimension corresponds to

the service outcome aspect, and the remaining three represent aspects of interaction quality.

Both the costs and the revenue of firms are affected by repeat purchases, positive word-of-

mouth recommendation, and customer feedback. Moreover, there is strong evidence that

service quality has either a direct influence on the behavioral intentions of customers and/or

an indirect influence on such intentions, mediated through customer satisfaction.

RATER is an instrument that might be used to define and measure banking service quality

and to create useful quality-assessment tools.


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The RATER may finally provide the following benefits to the HDFC bank:

It is the first approach to add and mix the customers religious beliefs and cultural values

with other quality dimensions.

It provides for multi-faced analysis of customer satisfaction.

It links quality with customers satisfaction and service encounter.

It provides information at several levels, already organized into meaningful groupings.

It is a proven approach, which results in usable answers to meet customers needs.

It is empirically grounded, systematic and well documented.

Banks managers can use the RATER model and its dimensions first to identify the

following issues:

RESPONSIVENES

RELIABILITY

ASSURANCEEMPATHY

TANGIBILIT


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SWOT ANALYSIS OF HDFC BANK

STRENGTHS

Cutting edge technology, at least by Indian standards

Lowest funding costs

Best access among Indian banks to capital markets .

HDFCS distribution network is the biggest strength of the company.

HDFC bank is giving low interest rate on housing finance than other private banks.

In private sector banking, HDFC bank has the highest number of branches in semi-urban

area.

The bank has connection with SWIFT international network for easy transfer of money.

HDFC has strong management to operate its function.

WEAKNESS

Scale, some state banks are largermuch larger though sitting targets right now

The company has large amount of non-performing loans.

The bank has less concentration in rural areas.

HDFC bank is taking higher charges on Demand draft, fund Transfer in regular

current a/c than other nationalize bank.

HDFC bank is not accepting cash deposit from third-party.


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OPPORTUNITY

Fast growing Indian economy and massive rise of middle class

Rapid expansion of distribution network and retail offerings

Low valuation .

Depreciating dollar

The polarized banking scenario, with a large unfulfilled need gap, a bank that offered the

best of both worlds had a ready and waiting market.

Company also has opportunity from the dissatisfaction of the customers of public sector

bank and foreign bank.

Company gets benefit by minimizing the remedies of both private bank and foreign bank.

THREATS

Due to government liberalization and globalization policy, banking sector became open

for everybody. So, newer and newer private and foreign firms are opening their branches

in India. This has intensified the competition

Liquidity in co operative banks also make problem for the private banks.

Miracle restructuring of state banks. Either that or they go nuts in trying to compete

Indian Economic growth peters off.


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FUTURE PLANS

HDFC has always been market-oriented and dynamic with respect to resource

mobilization as well as its lending program. This renders it more than capable to meet the

new challenges that have emerged. Over the years, HDFC has developed a vast client base of

borrowers, depositors, share holders and agents, and it hopes to capitalize on this loyal and

satisfied client base for future growth.

HDFC has developed a network of institutions through partnerships with some of the

best institutions in the world, for providing specialized financial services. Each institution is

being fine- tuned for a specific market, while offering the entire HDFC customer base the

highest standards of quality in product design, facilities and services.

Times bank merger will give HDFC Bank a greater reach in terms of an expanded

network, which will touch 107 branches and an increased customer base. The bank has also

invested 26% each in the equity of computer age management services and ACSYS system

software India as strategic investment. While computer age is a well established player in the

distribution of a range of mutual fund products, ACSYS is into developing software that

caters to distributors of financial products and mutual funds.


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MILESTONES OF HDFC BANK

HDFC Bank, the second largest private sector Bank in India has been named

Organisation of the Year at the Skoch Financial Inclusion Awards 2013

Bank has been recognised as the Best in the Banking sector by the Dun & Bradstreet

Bharathi Cement Corporate Awards 2012.

Mumbai, September 7, 2012: HDFC Bank, India's second largest private Bank has

featured in the prestigious Forbes Asia's Fab 50' list of companies.

Bank has won the NASSCOM CNBC-TV18 IT Innovation Award for the BEST IT

DRIVEN INNOVATION IN BANKING (COMMERCIAL) in the VERTICAL


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FINDINGS

Respondent more give consideration on services which are given by the bank when

opining an account in the bank.

The respondent are opining current account in the bank mainly for their daily transaction

purpose that is 82.22 %

There are also few number of respondent who are opening current account for their share

market purpose and for the brokerage house purpose.

Most of the respondent 64 % are opining their account in Nationalized bank rather than

the Private or any other.

There are more no of respondent are use their current account for 10000 to 25000 for their

cash withdrawal that is 74.44 % and also same cash deposit limit that is 54.44 %.

Reason for low transaction is that most of the respondent having small or medium size

firm or shop.

Respondent use alert facility at the most that is 73 numbers than other like net banking or

phone or mobile banking.

There are 86.66 % respondent satisfy with their existing bank and also 76.66 % believe

that their existing bank is better than other bank.

Most of the respondent gives their preference for the SBI BANK that is 32.22 % for

better service criteria for the opening an account.

Respondent gives most consideration on service while opining an account in any bank

and also it is major criteria for improvement of any bank.


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SUGGESTIONS

The number of ATM centers should be increased so that it would be stand as assets for

them at the time when they require the attention of the investors.

To make focus on the rural side because there is lot of potential in this part where much

of concentration is not made rather than having a full flagged branch bank has to develop

its mobile branch like that of the other government banks so as to expand its area towards

villages and towns. It focuses only on the areas, which are flourished with or where there

is abundant of money, here they are lacking behind because per the experience now a

days in rural areas also there is lot of potential for this type of bank.

In case of charges they should have competitive charges as compared to that of other

banks so that the investors who all are forwarding themselves towards other bank will

divert their mind and will happily invest with HDFC.

In marketing mix especially the promotion part should be developed like opening

balance of the account should be less than two thousand five hundred i.e. it should be

between thousand to two thousand and they should have to consider the charges of 750

Rs and try to reduce it.

Bank should have to give cash pick up, cash delivery and cheque pick up to and from the

customers which can also increase their customer base.

HDFC bank is not accepting cash deposit from third-party but this facility is provided by

other banks like UTI etc. Bank should have to provide this facility.

HDFC bank takes charges on transaction of cash which deposit to other branches of it. So

bank should have to eliminate these charges as it is not taken by other banks.


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CONCLUSION

From the above project, the main thing which I as a student can conclude is that banking

is the BASE for the survival of each and every sector. If banking fails, there would be a huge loss

for the economy and the condition would be like the one which the world faced in 1917 during

the GREAT DEPRESSION. In the present scenario, its due to the joint effort of both the Public

Sector Banks as well as the Private Sector Banks due to which banking is at its PEAK in India.

Its the competition of the workforce driven from within that is motivating even the bankers to

come up with new and innovative schemes and techniques. Competition has now become the

main reason for the survival of Banks. I felt that the services offered by HDFC Bank are far

better than the Services offered by BOB. There is not much of a difference on the interest rates

offered by both these banks. But on the overall basis I came to the conclusion that HDFC Bank is

emerging as the BEST Bank in the overall banking business.

Based on the study conducted it can be concluded that responsiveness, assurance and

reliability are the critical dimensions of service quality of HDFC bank and they are directly

related to overall service quality. The factors that may delight customers tend to be concerned

more with the intangible nature of the service, commitment, attentiveness, friendliness, care,

and courtesy.

The employees give prompt services, always are ready to answer the questions and

are trustworthy. The main sources of dissatisfaction appear to be cleanliness, up to date

technology modern equipments, and neatly dressed up employees. The Tangibility dimension

of service quality of HDFC bank is highly disappointing and serious steps are needed to be

taken to enhance this dimension. Customers of the bank are dissatisfied with the empathy


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dimension. To satisfy these customers, the management can take some attempts, noted earlier

as recommendations.

The study brings about the areas which require urgent attention of the

employees, the management, and the policy makers of the industry. These are areas in which

customers are hugely dissatisfied with the services of the banks against their expectation.

This high degree of dissatisfaction resulting from the services received clearly questions the

design of services or subsequent response of the bank employees. These limitations are too

serious to be avoided as these question the front-line people dealing with the customers and

the approach of the management in taking customers seriously.

The management should understand the benefits of service quality. It include

increased customer satisfaction, improved customer retention, positive word of mouth,

reduced staff turnover, decreased operating costs, enlarged market share, increased

profitability, and improved financial performance. In the days of intense competition,

superior service is the only differentiator left before the banks to attract, retain and partner

with the customers. Superior service quality enables a firm to differentiate itself from its

competition, gain a sustainable competitive advantage, and enhance efficiency. Thus,

improving service quality leads to the customer satisfaction and, ultimately, to customer

loyalty

BIBLIOGRAPHY

www.HDFC.COM

www.slideshare.com.

www.Google.com.
http://www.hdfc.com/http://www.hdfc.com/http://www.slideshare.com/http://www.slideshare.com/http://www.google.com/http://www.google.com/http://www.google.com/http://www.slideshare.com/http://www.hdfc.com/

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