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Project report
On
ldquoIN WHICH AREA MORE FOCUS MARKETING OR OPERATIONrdquo
UNDERTAKEN IN
Under the Supervision of Submitted By Mr Alok Shukla Ankita Singh (Assistant Manager) PGDM 2008-2010
DECLARATION
I hereby declare that I have carried out Summer Training Project on the topic entitled ldquoIN WHICH AREA MORE FOCUS MARKETING OR OPERATIONrdquo at SMS Varanasi
I further declare that this project work is based on my original work and no part of this project has been published or submitted to anybody
Ankita Singh
CONTENTS
CHAPTER PARTICULARS Pg NoAcknowledgement i
Chapter 1 Introduction 111 The Topic 112 Reason for Selection of this Topic 113 Importance to The Company 114 Learning from the Study 1
Chapter 2 Organization Profile 1hellip1321 Company History 1hellip722 Product Scope 723 Product and Services at a glance 7hellip1024 Milestones in the history 10hellip1225 Merger 12hellip1326 Quality Policy 13
Chapter 3 Research objective and Scope of research 13hellip14
31 Problem Definition 13hellip1432 Objective of research project 14
321 Primary Objective 14322 Secondary Objective 14
33 Product Scope 14Chapter 4 Research Methodology and Limitations 14hellip16
41 Research Plan 14411 Preliminary Investigation 14412 Exploratory Study 15
42 Research Design 15421 Developing the research plan 15422 Collection of data 15
43 Sampling plan 1544 Sample Size 1545 Data collection instrument development 1646 Research limitations 16
Chapter 5Data analysis Interpretations and Presentation 16hellip19
Chapter 6 Conclusions and Suggestions 19hellip2061 Conclusions 19hellip2062 Suggestions 20
Chapter 7 Limitations 20ANNEXURES 21hellip22BIBLIOGRAPHY 23
AcknowledgementI Ankita Singh PGDM Student in SMS Varanasi is highly greatful to all those who guided me in completing this project
First of all I would like to pay my heartiest thanks to entire family of HDFC BANK especially Mr Himanshu Tandon Branch manager who provided me such a wonderful opportunity to do Summer Training and provided their valuable suggestions in understanding the work of Research Project
Last but not the least I would like to thanks all faculties of SMS Varanasi who gave me the useful tips and suggestions regarding project I would like to thanks my project manager Mr Alok Shukla for imparting his valuable guidance to me
Words can never express the deep sense of gratitude I feel for HDFC BANK employees who has been a constant source of inspiration and encouragement for me
Ankita Singh
(PGDM 08-10)
i
CHAPTER 1- INTRODUCTION
11 THE TOPIC ldquoIN WHICH AREA MORE FOCUS MARKETING OR OPERATIONrdquo
At HDFC Bank I was assigned with the topic as ldquoIn Which Area more focus Marketing or Operationrdquo for my project work I joined the company as a Personal Banker The selection of the topic was to know how the company generates business through them
Personal Banker are those sources of a company who have their own relations and personal contacts among common public that they use to generate business through
12 REASON FOR SELECTION OF THIS TOPIC
The financial sector is one of the booming and increasing sectors in India The Personal Banker are one of the most powerful efficient and effective channel through which the company sales its various types of financial products and company takes operational work also It is really difficult to convince customers and sell a single product and accomplish operational work Whereas in my entire project work I found my interest in working in a team dealing with customers and finally convincing them to buy a product
13 IMPORTANCE TO THE COMPANY
The ultimate purpose of giving me this topic was to know about the customerrsquos perceptions about the different products of the bank and to know about operational process how these products can attract them and how the company can generate maximum profit by convincing them through personal banker and to better understand customer requirement and to understand operational methodology
14 LEARNING FROM THE STUDY
The process of bank related transaction bank related various terms work environment of HDFC Bank Different products and services provided by the bank Customersrsquo perception about the different products The brand image of the bank What are the problems faced by customer on daily basis How to communicate with the customers Different techniques of dealing with the customers How to convince and convert a customer into a real customer and at the last how to better response to the customer problem
CHAPTER 2-ORGANIZATION PROFILE
21 COMPANY HISTORY 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 RBIs liberalization of the Indian Banking Industry in 1994 The bank was incorporated in August 1994 in the name of HDFC Bank Limited with its registered office in Mumbai India HDFC Bank commenced operations as a Scheduled Commercial Bank in January 1995
PROMOTER
HDFC is Indias premier housing finance company and enjoys an impeccable track record in India as well as in international markets Since its inception in 1977 the Corporation has maintained a consistent and healthy growth in its operations to remain the market leader in mortgages Its outstanding loan portfolio covers well over a million dwelling units HDFC has developed significant expertise in retail mortgage loans to different market segments and also has a large corporate client base for its housing related credit facilities With its experience in the financial markets a strong market reputation large shareholder base and unique consumer franchise HDFC was ideally positioned to promote a bank in the Indian environment
BUSINESS FOCUS
HDFC Banks mission is to be a World-Class Indian Bank The objective is to build sound customer franchises across distinct businesses so as to be the preferred provider of banking services for target retail and wholesale customer segments and to achieve healthy growth in profitability consistent with the banks risk appetite The bank is committed to maintain the highest level of ethical standards professional integrity corporate governance and regulatory compliance HDFC Banks business philosophy is based on four core values - Operational Excellence Customer Focus Product Leadership and People
CAPITAL STRUCTURE
The authorized capital of HDFC Bank is Rs550 crore (Rs55 billion) The paid-up capital is Rs4246 crore (Rs42 billion) The HDFC Group holds 194 of the banks equity and about 176 of the equity is held by the ADS Depository (in respect of the banks American Depository Shares (ADS) Issue) Roughly 28 of the equity is held by Foreign Institutional Investors (FIIs) and the bank has about 570000 shareholders The shares are listed on the Stock Exchange Mumbai and the National Stock Exchange The banks American Depository Shares are listed on the New York Stock Exchange (NYSE) under the symbol HDB
DISTRIBUTION NETWORK
HDFC Bank headquartered is in Mumbai The Bank at present has an enviable network of over 1229 branches spread over 444 cities across India All branches are linked on an online real-time basis Customers in over 120 locations are also serviced through Telephone Banking The Banks expansion plans take into account the need to have a presence in all major industrial and commercial centers where its corporate customers are located as well as the need to build a strong retail customer base for both deposits and loan products Being a clearingsettlement bank to various leading stock exchanges the Bank has branches in the centers where the NSEBSE has a strong and active member base The Bank also has a network of about over 2526 networked ATMs across these cities Moreover HDFC Banks ATM network can be accessed by all domestic and international VisaMasterCard Visa ElectronMaestro PlusCirrus and American Express CreditCharge cardholders
STRONG NATIONAL NETWORK
WORK PLACE TRANSFORMATION
FIVE ldquoSrdquo PART OF KAIZEN
Focus on effective work place organization
believe in
ldquoSmall changes lead to large improvementrdquo
Every successful organization have their own strategy to win the race in the competitive market They use some technique and methodology for smooth running of business HDFC BANK also acquired the Japanese technique for smooth running of work and effective work place organization
Five lsquoSrsquo Part of Kaizen is the technique which is used in the bank for easy and systematic work place and eliminating unnecessary things from the work place
BENEFIT OF FIVE ldquoSrdquo
bull It can be started immediatelybull Every one has to participatebull Five ldquoSrdquo is an entirely people driven initiativesbull Brings in concept of ownershipbull All wastage are made visible
FIVE lsquoSrsquo
S-1 SORT SEIRI
S-2 SYSTEMATIZE SEITON
S-3 SPIC-N-SPAN SEIRO
S-4 STANDARDIZE SEIKETSU
S-5 SUSTAIN SHITSUKE
1 SORT
It focus on eliminating unnecessary items from the work place It is excellent way to free up valuable floor space It segregate items as per ldquorequire and wantedrdquo
2 SYSTEMATIZE
Systematize is focus on efficient and effective Storage method That means it identify organize and arrange retrieval It largely focus on good labeling and identification practicesObjective ldquoA place for everything and everything in its placerdquo
3 SPIC- n - SPAN
Spic-n-Span focuses on regular clearing and self inspection It brings in the sense of ownership
4 STANDERDIZE
It focuses on simplification and standardization It involves standard rules and policies It establish checklist to facilitate autonomous maintenance of workplace It assigns responsibility for doing various jobs and decides on Five S frequency
5 SUSTAIN
It focuses on defining a new status and standard of organized work place Sustain means regular training to maintain standards developed under S-4 It brings in self- discipline and commitment towards workplace organization
COLOR CODING
In the HDFC BANK each department has their different color coding apply on the different file Due to this everyone aware about their particular color file which is coding on it and they save their valuable time It is a part of Kaizen and also included in the system of the Five lsquoSrsquo Logic behind it that the color coding are always differentiate the things from the similar one
HUMAN RESOURCES
The Bankrsquos staffing needs continued to increase during the year
DEPARTMENT
Welcome Desk
Personal Banker
Teller
Relationship Manager
Branch Manager
Demat
Others
particularly in the retail banking businesses in line with the business growth Total number of employees increased from 14878 as of March31 2006 to 21477 as of March 31 2008The Bank continues to focus on training its employees on a continuing basis both on the job and through training programs conducted by internal and external faculty
The Bank has consistently believed that broader employee ownership of its shares has a positive impact on its performance and employee motivation The Bankrsquos employee stock option scheme so far covers around 9000 employees
MANAGEMENT
Mr Jagdish Capoor took over as the banks Chairman in July 2001 Prior to this Mr Capoor was a Deputy Governor of the Reserve Bank of India The Managing Director Mr Aditya Puri has been a professional banker for over 25 years and before joining HDFC Bank in 1994 was heading Citibanks operations in Malaysia The Banks Board of Directors is composed of eminent individuals with a wealth of experience in public policy administration industry and commercial banking Senior executives representing HDFC are also on the Board Senior banking professionals with substantial experience in India and abroad head various businesses and functions and report to the Managing Director Given the professional expertise of the management team and the overall focus on recruiting and retaining the best talent in the industry the bank believes that its people are a significant competitive strength
TECHNOLOGY
HDFC Bank operates in a highly automated environment in terms of information technology and communication systems All the banks 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 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 The Banks 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
HDFC BANK business strategy emphasizes the following
Increase market share in Indiarsquos expanding banking and financial services industry by following a disciplined growth strategy focusing on quality and not on quantity and delivering high quality customer service Leverage our technology platform and open scaleable systems to deliver more products to more customers and to control operating costs Maintain current high standards for asset quality through disciplined credit risk managementDevelope innovative
products and services that attract the targeted customers and address inefficiencies in the Indian financial sector Continue to develop products and services that reduce bankrsquos cost of funds Focus on high earnings growth with low volatility 22 PRODUCT SCOPE
HDFC Bank offers a bunch of products and services to meet the every need of the people The company cares for both individuals as well as corporate and small and medium enterprises For individuals the company has a range accounts investment and pension scheme different types of loans and cards that assist the customers The customers can choose the suitable one from a range of products which will suit their life-stage and needs For organizations the company has a host of customized solutions that range from funded services Non-funded services Value addition services Mutual fund etc These affordable plans apart from providing long term value to the employees help in enhancing goodwill of the company The products of the company are categorized into various sections which are as follows
bull Accounts and depositsbull Loansbull Investments and Insurance bull Forex and payment services bull Cards bull Customer center
23 PRODUCTS AND SERVICES AT A GLANCE
1 PERSONAL BANKING SERVICES
A Accounts amp Deposits Savings Account
bull Regular Savings Account bull Savings Plus Accountbull Savings Max Accountbull Senior Citizens Account bull No Frills Account bull Institutional Savings Account bull Payroll Salary Account bull Classic Salary Account bull Regular Salary Accountbull Premium Salary Account bull Defence Salary Account bull Kids Advantage Account bull Pension Saving Bank Account
bull Family Savings Account bull Kisan No Frills Savings Account bull Kisan Club Savings Account
Current Accountbull Plus Current Account bull Trade Current Account bull Premium Current Account bull Regular Current Account bull Apex Current Account bull Max Current Accountbull Reimbursement Current Account
Fixed Depositbull Regular Fixed Deposit bull Super Saver Account bull Sweep-in Account
Recurring DepositDemat AccountSafe Deposit Locker
B Loans bull Personal Loans bull Home Loans bull Two Wheeler Loans bull New Car Loans bull Used Car Loans bull Overdraft against Car bull Express Loans bull Loan against Securities bull Loan against Property bull Commercial Vehicle Finance bull Working Capital Finance bull Construction Equipment Finance
C Investments amp Insurance bull Mutual Funds bull Insurance bull Bonds bull Financial Planning bull Knowledge Centre bull Equities amp Derivatives bull Mudra Gold Bar
D Forex Services bull Trade Finance bull Travelerrsquos Cheques bull Foreign Currency Cash bull Foreign Currency Drafts bull Foreign Currency Cheque Deposits bull Foreign Currency Remittances bull Forex Plus Card
E Payment Services bull Net Safe bull Prepaid Refill bull Bill Pay bull Direct Pay bull Visa Money Transferbull E-Monies Electronic Funds Transfer bull Excise amp Service Tax Payment
F Access Your Bank - One View bull Insta Alerts bull Mobile Banking bull ATM bull Phone Banking bull Branch Network
G Cards bull Silver Credit Card bull Gold Credit Card bull Womans Gold Credit Card bull Platinum plus Credit Card bull Titanium Credit Card bull Value plus Credit Card bull Health plus Credit Cardbull HDFC Bank Idea Silver Cardbull HDFC Bank Idea Gold Card
2 WHOLESALE BANKING SERVICESbull Funded Servicesbull Non Funded Servicesbull Value Added Servicesbull Internet Bankingbull Clearing Sub-Membership
bull RTGS ndash sub membershipbull Fund Transferbull ATM Tie-upsbull Corporate Salary acbull Tax Collectionbull Financial Institutionsbull Mutual Fundsbull Stock Brokersbull Insurance Companiesbull Commodities Business bull Trusts
3 NRI BANKING SERVICESbull Rupee Saving acbull Rupee Current acbull Rupee Fixed Depositsbull Foreign Currency Depositsbull Accounts for Returning Indiansbull Payment Servicesbull Net Safebull Bill Paybull Insta Paybull Direct Paybull Visa Moneybull Online Donationbull Remittances
24 MILESTONES IN THE HISTORY
HDFC Bank began its operations in 1995 with a simple mission to be a World-class Indian Bank They realized that only a single-minded focus on product quality and service excellence would help us get there Today they are proud to say that they are well on our way towards that goal It is extremely gratifying that their efforts towards providing customer convenience have been appreciated both nationally and internationally
2009
Asia Money 2009 Awards
Best Domestic Bank in India
IBA Banking Technology Awards 2009
Best IT Governance Award - Runner up
Global Finance Award
Best Trade Finance Bank in India for 2009
IDRBT Banking Technology Excellence Award 2008
Best IT Governance and Value Delivery
Asian Banker Excellence in Retail Financial Services
Asian Banker Best Retail Bank in India Award 2009
2008
Finance Asia Country Awards for Achievement 2008 Best Bank and Best Cash Management Bank
CNN-IBNIndian of the Year (Business)
Nasscom IT User Award 2008Best IT Adoption in the Banking Sector
Business India Best Bank 2008
Forbes Asia Fab 50 companies in Asia Pacific
Asian Banker Excellence in Retail Financial Services Best Retail Bank 2008
Asiamoney Best local Cash Management Bank Award voted by Corporates
Microsoft amp Indian Express Group Security Strategist Award 2008
World Trade Center Award of honourFor outstanding contribution to international trade services
Business Today-Monitor Group surveyOne of Indias Most Innovative Companies
Financial Express-Ernst amp Young AwardBest Bank Award in the Private Sector category
2007
Dun amp Bradstreet ndash American Express Corporate Best Bank Award 2007Corporate Best Bank Award
The Bombay Stock Exchange and Nasscom Foundations Business for Social Responsibility Awards 2007Best Corporate Social Responsibility Practice Award
Outlook Money amp NDTV ProfitBest Bank Award in the Private sector category
The Asian Banker Excellence in Retail Financial Services AwardsBest Retail Bank in India
Asian BankerOur Managing Director Aditya Puri wins the Leadership Achievement Award for India
25 MERGER
HDFC Bank and Centurion Bank of Punjab merger at share swap ratio of 129 The Boards of HDFC Bank and Centurion Bank of Punjab met on 25 February 2008 and approved subject to due diligence the share swap ratio for the proposed merger of Centurion Bank of Punjab with HDFC Bank The Scheme of Amalgamation envisages a share exchange ratio of one share of HDFC Bank for twenty nine shares of Centurion Bank of Punjab The combined entity would have a nationwide network of 1148 branches (the largest amongst private sector Banks) a strong deposit base of around Rs 1200 billion and net advances of around Rs 850billion The balance sheet size of the combined entity would be over Rs 1500 billion Commenting on the proposed merger Mr Deepak Parekh Chairman HDFC said ldquoWe were amongst the first to get a banking license the first to do a merger in the private sector with Times Bank in 1999 and now if this deal happens it would be the largest merger in the private sector banking space in India HDFC Bank was looking for an appropriate merger opportunity that would add scale geography and experienced staff to its franchise This opportunity arose and we thought it is an attractive route to supplement HDFC Bankrsquos organic growth We believe that Centurion Bank of Punjab would be the right fit in terms of culture strategic intent and approach to businessrdquo Mr Aditya Puri Managing Director HDFC Bank said ldquoThese are exciting times for the Indian banking industry The proposed merger will position the combined entity to significantly exploit opportunities in a market globally recognized as one of the fastest growing Irsquom particularly bullish about the potential of business synergies and cultural fit between the two organizations The combined entity will be an even greater force in the marketrdquo Mr Rana Talwar Chairman Centurion Bank of Punjab stated ldquoOver the last few years Centurion Bank of Punjab has set benchmarks for growth The bank today has a large nationwide network an extremely valuable franchise 7500
talented employees and strong leadership positions in the market place I believe that the merger with HDFC Bank will create a world class bank in quality and scale and will set the stage to compete with banks both locally as well on a global levelrdquo
Mr Shailendra Bhandari Managing Director and CEO Centurion Bank of Punjab said ldquoWe are extremely pleased to receive the go ahead from our board to pursue this opportunity A merger between the banks provides significant synergies to the combined entity The proposed merger would further improve the franchise and customer proposition offered by the individual banksrdquo
26 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
INTEGRITY CUSTOMER CENTRIC PEOPLE CARE ldquoONE FOR ALL AND ALL FOR ONErdquo TEAM WORK JOY AND SIMPLICITY
CHAPTER 3- RESEARCH OBJECTIVES AND SCOPE OF RESEARCH PROJECT
31 PROBLEM DEFINATION
Personal Banker were with good background human being and through rigorous process of recruitment but still not able to perform up to the expectation level of company HR is not able to sort out the problem why the performance is not coming even after giving the full marketing and operational support The communication technique and dealing with the customers is also a problem to the personal banker
32 OBJECTIVES OF RESEARCH PROJECT
321 PRIMARY OBJECTIVES
bull To acquire new customer by convincing them and to promote the benefits of those which are provided by the bank
bull To find the different way of convincing customersbull To study brand image of the bankbull To increase the business of the bank
322 SECONDARY OBJECTIVES
bull To determine the need and purpose of a personal bankerbull To understand the deciding criteria for people to become a personal bankerbull To offer suggestions based upon the findings
33 PRODUCT SCOPE
Studying the increasing business scope of the bank Market segmentation to find the potential customers for the bank To study how the various products are positioned in the market Corporate marketing of products Customersrsquo perception on the various products of the bank
CHAPTER 4- RESEARCH METHODOLOGY AND LIMITATIONS
All the findings and conclusions obtained are based on the survey done in the working area within the time limit I tried to select the sample representative of the whole group during my summer training I have collected data from people linked with different professional at Gorakhpur
41 RESEARCH PLAN
411 PRELIMINARY INVESTIGATION
bull In which data on the situation surrounding the problems shall be gathered to arrive atbull The correct definition of the problem An understanding of its environment
412 EXPLORATORY STUDY
To determine the approximate area where the problem lies
42 RESEARCH DESIGN
Research was initiated by examining the secondary data to gain insight into the problem By analyzing the secondary data the study aim is to explore the short comings of the present system and primary data will help to validate the analysis of secondary data besides on unrevealing the areas which calls for improvement
421 DEVELOPING THE RESEARCH PLAN
The data for this research project has been collected through self Administration Due to time limitation and other constraints direct personal interview method is used A structured questionnaire was framed as it is less time consuming generates specific and to the point
information easier to tabulate and interpret Moreover respondents prefer to give direct answers In questionnaires open ended and closed ended both the types of questions has been used
422 COLLECTION OF DATA
1 SECONDARY DATA It was collected from internal sources The secondary data was collected on the basis of organizational file official records news papers magazines management books preserved information in the companyrsquos database and website of the company
2 PRIMARY DATA All the people from different profession were personally visited and interviewed They were the main source of Primary data The method of collection of primary data was direct personal interview through a structured questionnaire
43 SAMPLING PLAN Since it is not possible to study whole universe it becomes necessary to take sample from the universe to know about its characteristics
bull Sampling Units Different professionals Chartered Accountants Tax Consultants Lawyers Business Man Professionals and House Wives of Gorakhpur
bull Sample Technique Random Sampling
bull Research Instrument Structured Questionnaire bull Contact Method Personal Interview
44 SAMPLE SIZE My sample size for this project was 50 respondents Since it was not possible to cover the whole universe in the available time period it was necessary for me to take a sample size of 50 respondents
45 DATA COLLECTION INSTRUMENT DEVELOPMENT The mode of collection of data will be based on Survey Method and Field Activity Primary data collection will base on personal interview I have prepared the questionnaire according to the necessity of the data to be collected
46 RESEARCH LIMITATIONS
It was not possible to understand thoroughly about the different marketing aspects of the Financial Consultant within 60 days As stipend money was not given it was difficult to continue the project work All the work was limited in some limited areas of Gorakhpur so the findings should not be generalized The area of research was Gorakhpur and it was too vast an area to cover within 60 days
CHAPTER 5-DATA ANALYSIS INTERPRETATION AND PRESENTATION
Q1Your AgeAns
1 18-23 Years 10 Person 2 24-29 Years 20 Person 3 30-35 Years 10 Person4 35 Years and above 10 Person
Base 50 respondents Interpretation From above response it can be seen that
bull 20 respondentrsquos age are 18 to 23 years bull 35 respondentrsquos age are 24 to 29 years bull 30 respondentrsquos age are 30 to 35 yearsbull 15 respondentrsquos age are 35 to above years
Q2 Marital Status bull Married bull Single
No of Children __________Ans
bull Married 32 Personbull Single 18 Personbull No of Children Nil
Interpretation From above response it can be seen that bull 70 respondents are marriedbull 30 respondents are unmarried
Q3 Educational Qualificationbull Undergraduate bull Graduate bull Postgraduate
9Ansbull Undergraduate 10 Person bull Graduate 22 Person bull Postgraduate 18 Person
Interpretation From above response it can be seen thatbull 25 respondents are Under graduatebull 40 respondents are Graduatebull 35 respondents are Post graduate
Q4 Number Of yearrsquos Are You in Gorakhpur bull Less than five yearrsquos bull More than five yearrsquos
Ansbull Less than five yearrsquos 17 Personbull More than five yearrsquos 33 Person
Interpretation From above response it can be seen thatbull 39 respondents are in Gorakhpur for less than five yearsbull 61 respondents are in Gorakhpur for more than five years
Q5 Your Occupation bull Businessbull Profession bull Service
Ansbull Business 13 Personbull Profession 17 Personbull Service 20 Person
Interpretation From above response it can be seen thatbull 20 respondents Occupation is Businessbull 26 respondents Occupation is Profession bull 54 respondents Occupation is Service
Q6 Your annual household income bull Less than 2 lacs bull Between 2 to 5 lacsbull Between 5to 8 lacsbull More than 8 lacs
Ansbull Less than 2 lacs 32 Personbull Between 2 to 5 lacs 13 Personbull Between 5to 8 lacs 3 Personbull More than 8 lacs 2 Person
Interpretation From above response it can be seen thatbull 49 respondentrsquos annual household income is less than 2 lacsbull 31 respondentrsquos annual household income is between 2 to 5 lacs bull 15 respondentrsquos annual household income is between 5 to 8 lacs bull 5 respondentrsquos annual household income is more than 8 lacs
Q7 What is your perception about different productsservices provided by HDFC bank bull Lucrative bull Not lucrative bull No idea
Ansbull Lucrative 12 Personbull Not lucrative 33 Personbull No idea 5 Person
Interpretation From above response it can be seen thatbull 25 respondentrsquos perception about different products is lucrativebull 60 respondentrsquos perception about different
products is not lucrativebull 15 respondentrsquos have no idea
Q8 Do you want to open an account with HDFC bank bull Yesbull No bull Will tell later
Ansbull Yes 8 Personbull No 5 Personbull Will tell later 37 Person
Interpretation From above response it can be seen thatbull 80 respondents are not interested to open an account with the bankbull 5 respondents are interested to open an account with the bankbull 15 of the respondents say that they will tell later
Q9 Do you have all the documents which are required to open an accountbull Yesbull No
Ansbull Yes 15 Personbull No 35 Person
Interpretation From above response it can be seen thatbull 60 respondents have all the documents which are required to open an account with the
bankbull 25 respondents do not have all the documents which are required to open an account
with the bank
Q10 Are you aware that the bank provides you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull Yes bull No
Ans bull Yes 32 Personbull No 18 Person
Interpretation From above response it can be seen thatbull 20 respondents are aware of itbull 40 respondents are not aware of it
Q11Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
Ans bull Yes 15 Personbull No 35 Person
Interpretation From above response it can be seen thatbull 12 respondents are familiar with different terms and conditions which are very much
essential to maintain account with the bank bull 88 respondents have no idea about it
Q13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
Ans bull Yes 38 Personbull No 12 Person
Interpretation From above response it can be seen that
bull 41 respondents are known about HDFC Bankrsquos recruitment policies related to personal banker
bull 59 respondents are not known about HDFC Bankrsquos recruitment policies related to personal banker
CHAPTER 6- CONCLUSIONS AND SUGGESTIONS
61 CONCLUSIONS
HDFC Bank the banking arm of HDFC is expected to go on stream The bank already has good number of employees on board and is recruiting personal banker heavily to take the headcount to many more It is on the brim of increasing its customers through its attractive schemes and offer
The project opportunities provided was market segmentation and identifying prospective customers in potential geographical location and convincing them to attract more customers so that new business opportunities of the bank can be explored Through this project it could be concluded that people are not much aware about the various products of the bank and many of them not interested to open an account to invest money at all services was considered as unsought good which require hard core selling but in changing trend in income and people becoming financially literate the demand for banking sector is increasing day by day
So at last the conclusion is that there is tough competition ahead for the company from its major competitors in the banking sector Last but not the least I would like to thank HDFC Bank for giving me an opportunity to work in the field of Marketing and Operation I hope the company finds my analysis relevant
62 SUGGESTIONS
Finally some recommendations for the company are as fallows-
bull To make people aware about the benefit of becoming a customer of HDFC Bank following activities of advertisement should be done through
1 Print Media 2 Hoarding amp Banners3 Stalls in Trade Fares 4 Distribution of leaflets containing details information
Other facilities must be provide to the customerbull The bank should provide life time valid ATM card to all its customers
bull Minimum balance for savings account should be reduced from Rs 10000 to Rs 1000 so that people who are not financially strong enough can maintain their account properly
bull The company should provide a pass book to all its customersbull Make people understand about the various benefits of its productsbull Company should organize the program in the society so that people will be aware about
the company and different products of the bankbull Company should open more branches in different cities
CHAPTER 7- LIMITATIONS
Every work has its own limitation Limitations are extent to which the process should not exceed Limitations of this project are
bull The project was constrained by time limit of two monthsbull Mindset of people may very depending upon their age gender income etc bull Getting appointment from the concern person was very difficultbull People mind set about the survey was obstacles in acquiring complete Respondents were
very busy in their schedule So it was very time consuming for information amp positive interaction them to answer all the questions properly
ANNEXURES
1 QUESTIONNAIRE
DearSirMadamName helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Address helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Contact No reghelliphelliphelliphelliphelliphellip( O)helliphelliphelliphelliphelliphellip (M)helliphelliphelliphelliphelliphelliphelliphelliphellip City helliphelliphellipPin helliphelliphelliphelliphelliphelliphellipState helliphelliphelliphelliphelliphelliphelliphelliphellipI am a student of Mangalmay Institute of Management Studies presently doing a project onldquoIN WHICH AREA MORE FOCUS MARKETING OR OPERATIONrdquoI request you to kindly fill the questionnaire below and I assure you that the data generated shall be kept confidential1 Your Age ____________________ 2 Education Qualification
1 Undergraduate 2 Graduate 3 Postgraduate
3 Marital Status bull Married bull Single No of Children __________
4 Number Of yearrsquos Are You in Gorakhpur bull Less than five yearrsquos bull More than five yearrsquos
5 Occupationbull Businessbull Profession bull Service
(Please mention below the type of businessprofession you are in incase of service please mention your organization name and designation)
6Your annual household income bull ltthan 2 lack bull Between 2 to 5 lack bull Between 5 to 8 lack bull gtthan 8 lack
7 What is your perception about different products and services offered by HDFC Bank
bull Lucrative bull Not lucrative bull No idea
9 Do you want to open an savings account with HDFC Bankbull Lucrative bull Not lucrative bull No idea
10 Do you have all the documents which are required to open an accountbull Yes bull No
11 Are you aware of that HDFC Bank provide you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull yes bull No
12 Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
DatePlace Signature
Thank You
BIBLIOGRAPHY
1 BOOKS
Marketing Management (10th Edition) Marketing Management (3rd Edition) Research Methodology (2nd Edition) Research Methodology(3rd Edition)
AUTHORS Philip Kotler VS Ramaswamy CRKothary SP Kasande
2 NEWS PAPERS bull Times of India bull Financial Express
3 WEBSITESwwwhdfcbankcom wwwgooglecom
DECLARATION
I hereby declare that I have carried out Summer Training Project on the topic entitled ldquoIN WHICH AREA MORE FOCUS MARKETING OR OPERATIONrdquo at SMS Varanasi
I further declare that this project work is based on my original work and no part of this project has been published or submitted to anybody
Ankita Singh
CONTENTS
CHAPTER PARTICULARS Pg NoAcknowledgement i
Chapter 1 Introduction 111 The Topic 112 Reason for Selection of this Topic 113 Importance to The Company 114 Learning from the Study 1
Chapter 2 Organization Profile 1hellip1321 Company History 1hellip722 Product Scope 723 Product and Services at a glance 7hellip1024 Milestones in the history 10hellip1225 Merger 12hellip1326 Quality Policy 13
Chapter 3 Research objective and Scope of research 13hellip14
31 Problem Definition 13hellip1432 Objective of research project 14
321 Primary Objective 14322 Secondary Objective 14
33 Product Scope 14Chapter 4 Research Methodology and Limitations 14hellip16
41 Research Plan 14411 Preliminary Investigation 14412 Exploratory Study 15
42 Research Design 15421 Developing the research plan 15422 Collection of data 15
43 Sampling plan 1544 Sample Size 1545 Data collection instrument development 1646 Research limitations 16
Chapter 5Data analysis Interpretations and Presentation 16hellip19
Chapter 6 Conclusions and Suggestions 19hellip2061 Conclusions 19hellip2062 Suggestions 20
Chapter 7 Limitations 20ANNEXURES 21hellip22BIBLIOGRAPHY 23
AcknowledgementI Ankita Singh PGDM Student in SMS Varanasi is highly greatful to all those who guided me in completing this project
First of all I would like to pay my heartiest thanks to entire family of HDFC BANK especially Mr Himanshu Tandon Branch manager who provided me such a wonderful opportunity to do Summer Training and provided their valuable suggestions in understanding the work of Research Project
Last but not the least I would like to thanks all faculties of SMS Varanasi who gave me the useful tips and suggestions regarding project I would like to thanks my project manager Mr Alok Shukla for imparting his valuable guidance to me
Words can never express the deep sense of gratitude I feel for HDFC BANK employees who has been a constant source of inspiration and encouragement for me
Ankita Singh
(PGDM 08-10)
i
CHAPTER 1- INTRODUCTION
11 THE TOPIC ldquoIN WHICH AREA MORE FOCUS MARKETING OR OPERATIONrdquo
At HDFC Bank I was assigned with the topic as ldquoIn Which Area more focus Marketing or Operationrdquo for my project work I joined the company as a Personal Banker The selection of the topic was to know how the company generates business through them
Personal Banker are those sources of a company who have their own relations and personal contacts among common public that they use to generate business through
12 REASON FOR SELECTION OF THIS TOPIC
The financial sector is one of the booming and increasing sectors in India The Personal Banker are one of the most powerful efficient and effective channel through which the company sales its various types of financial products and company takes operational work also It is really difficult to convince customers and sell a single product and accomplish operational work Whereas in my entire project work I found my interest in working in a team dealing with customers and finally convincing them to buy a product
13 IMPORTANCE TO THE COMPANY
The ultimate purpose of giving me this topic was to know about the customerrsquos perceptions about the different products of the bank and to know about operational process how these products can attract them and how the company can generate maximum profit by convincing them through personal banker and to better understand customer requirement and to understand operational methodology
14 LEARNING FROM THE STUDY
The process of bank related transaction bank related various terms work environment of HDFC Bank Different products and services provided by the bank Customersrsquo perception about the different products The brand image of the bank What are the problems faced by customer on daily basis How to communicate with the customers Different techniques of dealing with the customers How to convince and convert a customer into a real customer and at the last how to better response to the customer problem
CHAPTER 2-ORGANIZATION PROFILE
21 COMPANY HISTORY 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 RBIs liberalization of the Indian Banking Industry in 1994 The bank was incorporated in August 1994 in the name of HDFC Bank Limited with its registered office in Mumbai India HDFC Bank commenced operations as a Scheduled Commercial Bank in January 1995
PROMOTER
HDFC is Indias premier housing finance company and enjoys an impeccable track record in India as well as in international markets Since its inception in 1977 the Corporation has maintained a consistent and healthy growth in its operations to remain the market leader in mortgages Its outstanding loan portfolio covers well over a million dwelling units HDFC has developed significant expertise in retail mortgage loans to different market segments and also has a large corporate client base for its housing related credit facilities With its experience in the financial markets a strong market reputation large shareholder base and unique consumer franchise HDFC was ideally positioned to promote a bank in the Indian environment
BUSINESS FOCUS
HDFC Banks mission is to be a World-Class Indian Bank The objective is to build sound customer franchises across distinct businesses so as to be the preferred provider of banking services for target retail and wholesale customer segments and to achieve healthy growth in profitability consistent with the banks risk appetite The bank is committed to maintain the highest level of ethical standards professional integrity corporate governance and regulatory compliance HDFC Banks business philosophy is based on four core values - Operational Excellence Customer Focus Product Leadership and People
CAPITAL STRUCTURE
The authorized capital of HDFC Bank is Rs550 crore (Rs55 billion) The paid-up capital is Rs4246 crore (Rs42 billion) The HDFC Group holds 194 of the banks equity and about 176 of the equity is held by the ADS Depository (in respect of the banks American Depository Shares (ADS) Issue) Roughly 28 of the equity is held by Foreign Institutional Investors (FIIs) and the bank has about 570000 shareholders The shares are listed on the Stock Exchange Mumbai and the National Stock Exchange The banks American Depository Shares are listed on the New York Stock Exchange (NYSE) under the symbol HDB
DISTRIBUTION NETWORK
HDFC Bank headquartered is in Mumbai The Bank at present has an enviable network of over 1229 branches spread over 444 cities across India All branches are linked on an online real-time basis Customers in over 120 locations are also serviced through Telephone Banking The Banks expansion plans take into account the need to have a presence in all major industrial and commercial centers where its corporate customers are located as well as the need to build a strong retail customer base for both deposits and loan products Being a clearingsettlement bank to various leading stock exchanges the Bank has branches in the centers where the NSEBSE has a strong and active member base The Bank also has a network of about over 2526 networked ATMs across these cities Moreover HDFC Banks ATM network can be accessed by all domestic and international VisaMasterCard Visa ElectronMaestro PlusCirrus and American Express CreditCharge cardholders
STRONG NATIONAL NETWORK
WORK PLACE TRANSFORMATION
FIVE ldquoSrdquo PART OF KAIZEN
Focus on effective work place organization
believe in
ldquoSmall changes lead to large improvementrdquo
Every successful organization have their own strategy to win the race in the competitive market They use some technique and methodology for smooth running of business HDFC BANK also acquired the Japanese technique for smooth running of work and effective work place organization
Five lsquoSrsquo Part of Kaizen is the technique which is used in the bank for easy and systematic work place and eliminating unnecessary things from the work place
BENEFIT OF FIVE ldquoSrdquo
bull It can be started immediatelybull Every one has to participatebull Five ldquoSrdquo is an entirely people driven initiativesbull Brings in concept of ownershipbull All wastage are made visible
FIVE lsquoSrsquo
S-1 SORT SEIRI
S-2 SYSTEMATIZE SEITON
S-3 SPIC-N-SPAN SEIRO
S-4 STANDARDIZE SEIKETSU
S-5 SUSTAIN SHITSUKE
1 SORT
It focus on eliminating unnecessary items from the work place It is excellent way to free up valuable floor space It segregate items as per ldquorequire and wantedrdquo
2 SYSTEMATIZE
Systematize is focus on efficient and effective Storage method That means it identify organize and arrange retrieval It largely focus on good labeling and identification practicesObjective ldquoA place for everything and everything in its placerdquo
3 SPIC- n - SPAN
Spic-n-Span focuses on regular clearing and self inspection It brings in the sense of ownership
4 STANDERDIZE
It focuses on simplification and standardization It involves standard rules and policies It establish checklist to facilitate autonomous maintenance of workplace It assigns responsibility for doing various jobs and decides on Five S frequency
5 SUSTAIN
It focuses on defining a new status and standard of organized work place Sustain means regular training to maintain standards developed under S-4 It brings in self- discipline and commitment towards workplace organization
COLOR CODING
In the HDFC BANK each department has their different color coding apply on the different file Due to this everyone aware about their particular color file which is coding on it and they save their valuable time It is a part of Kaizen and also included in the system of the Five lsquoSrsquo Logic behind it that the color coding are always differentiate the things from the similar one
HUMAN RESOURCES
The Bankrsquos staffing needs continued to increase during the year
DEPARTMENT
Welcome Desk
Personal Banker
Teller
Relationship Manager
Branch Manager
Demat
Others
particularly in the retail banking businesses in line with the business growth Total number of employees increased from 14878 as of March31 2006 to 21477 as of March 31 2008The Bank continues to focus on training its employees on a continuing basis both on the job and through training programs conducted by internal and external faculty
The Bank has consistently believed that broader employee ownership of its shares has a positive impact on its performance and employee motivation The Bankrsquos employee stock option scheme so far covers around 9000 employees
MANAGEMENT
Mr Jagdish Capoor took over as the banks Chairman in July 2001 Prior to this Mr Capoor was a Deputy Governor of the Reserve Bank of India The Managing Director Mr Aditya Puri has been a professional banker for over 25 years and before joining HDFC Bank in 1994 was heading Citibanks operations in Malaysia The Banks Board of Directors is composed of eminent individuals with a wealth of experience in public policy administration industry and commercial banking Senior executives representing HDFC are also on the Board Senior banking professionals with substantial experience in India and abroad head various businesses and functions and report to the Managing Director Given the professional expertise of the management team and the overall focus on recruiting and retaining the best talent in the industry the bank believes that its people are a significant competitive strength
TECHNOLOGY
HDFC Bank operates in a highly automated environment in terms of information technology and communication systems All the banks 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 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 The Banks 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
HDFC BANK business strategy emphasizes the following
Increase market share in Indiarsquos expanding banking and financial services industry by following a disciplined growth strategy focusing on quality and not on quantity and delivering high quality customer service Leverage our technology platform and open scaleable systems to deliver more products to more customers and to control operating costs Maintain current high standards for asset quality through disciplined credit risk managementDevelope innovative
products and services that attract the targeted customers and address inefficiencies in the Indian financial sector Continue to develop products and services that reduce bankrsquos cost of funds Focus on high earnings growth with low volatility 22 PRODUCT SCOPE
HDFC Bank offers a bunch of products and services to meet the every need of the people The company cares for both individuals as well as corporate and small and medium enterprises For individuals the company has a range accounts investment and pension scheme different types of loans and cards that assist the customers The customers can choose the suitable one from a range of products which will suit their life-stage and needs For organizations the company has a host of customized solutions that range from funded services Non-funded services Value addition services Mutual fund etc These affordable plans apart from providing long term value to the employees help in enhancing goodwill of the company The products of the company are categorized into various sections which are as follows
bull Accounts and depositsbull Loansbull Investments and Insurance bull Forex and payment services bull Cards bull Customer center
23 PRODUCTS AND SERVICES AT A GLANCE
1 PERSONAL BANKING SERVICES
A Accounts amp Deposits Savings Account
bull Regular Savings Account bull Savings Plus Accountbull Savings Max Accountbull Senior Citizens Account bull No Frills Account bull Institutional Savings Account bull Payroll Salary Account bull Classic Salary Account bull Regular Salary Accountbull Premium Salary Account bull Defence Salary Account bull Kids Advantage Account bull Pension Saving Bank Account
bull Family Savings Account bull Kisan No Frills Savings Account bull Kisan Club Savings Account
Current Accountbull Plus Current Account bull Trade Current Account bull Premium Current Account bull Regular Current Account bull Apex Current Account bull Max Current Accountbull Reimbursement Current Account
Fixed Depositbull Regular Fixed Deposit bull Super Saver Account bull Sweep-in Account
Recurring DepositDemat AccountSafe Deposit Locker
B Loans bull Personal Loans bull Home Loans bull Two Wheeler Loans bull New Car Loans bull Used Car Loans bull Overdraft against Car bull Express Loans bull Loan against Securities bull Loan against Property bull Commercial Vehicle Finance bull Working Capital Finance bull Construction Equipment Finance
C Investments amp Insurance bull Mutual Funds bull Insurance bull Bonds bull Financial Planning bull Knowledge Centre bull Equities amp Derivatives bull Mudra Gold Bar
D Forex Services bull Trade Finance bull Travelerrsquos Cheques bull Foreign Currency Cash bull Foreign Currency Drafts bull Foreign Currency Cheque Deposits bull Foreign Currency Remittances bull Forex Plus Card
E Payment Services bull Net Safe bull Prepaid Refill bull Bill Pay bull Direct Pay bull Visa Money Transferbull E-Monies Electronic Funds Transfer bull Excise amp Service Tax Payment
F Access Your Bank - One View bull Insta Alerts bull Mobile Banking bull ATM bull Phone Banking bull Branch Network
G Cards bull Silver Credit Card bull Gold Credit Card bull Womans Gold Credit Card bull Platinum plus Credit Card bull Titanium Credit Card bull Value plus Credit Card bull Health plus Credit Cardbull HDFC Bank Idea Silver Cardbull HDFC Bank Idea Gold Card
2 WHOLESALE BANKING SERVICESbull Funded Servicesbull Non Funded Servicesbull Value Added Servicesbull Internet Bankingbull Clearing Sub-Membership
bull RTGS ndash sub membershipbull Fund Transferbull ATM Tie-upsbull Corporate Salary acbull Tax Collectionbull Financial Institutionsbull Mutual Fundsbull Stock Brokersbull Insurance Companiesbull Commodities Business bull Trusts
3 NRI BANKING SERVICESbull Rupee Saving acbull Rupee Current acbull Rupee Fixed Depositsbull Foreign Currency Depositsbull Accounts for Returning Indiansbull Payment Servicesbull Net Safebull Bill Paybull Insta Paybull Direct Paybull Visa Moneybull Online Donationbull Remittances
24 MILESTONES IN THE HISTORY
HDFC Bank began its operations in 1995 with a simple mission to be a World-class Indian Bank They realized that only a single-minded focus on product quality and service excellence would help us get there Today they are proud to say that they are well on our way towards that goal It is extremely gratifying that their efforts towards providing customer convenience have been appreciated both nationally and internationally
2009
Asia Money 2009 Awards
Best Domestic Bank in India
IBA Banking Technology Awards 2009
Best IT Governance Award - Runner up
Global Finance Award
Best Trade Finance Bank in India for 2009
IDRBT Banking Technology Excellence Award 2008
Best IT Governance and Value Delivery
Asian Banker Excellence in Retail Financial Services
Asian Banker Best Retail Bank in India Award 2009
2008
Finance Asia Country Awards for Achievement 2008 Best Bank and Best Cash Management Bank
CNN-IBNIndian of the Year (Business)
Nasscom IT User Award 2008Best IT Adoption in the Banking Sector
Business India Best Bank 2008
Forbes Asia Fab 50 companies in Asia Pacific
Asian Banker Excellence in Retail Financial Services Best Retail Bank 2008
Asiamoney Best local Cash Management Bank Award voted by Corporates
Microsoft amp Indian Express Group Security Strategist Award 2008
World Trade Center Award of honourFor outstanding contribution to international trade services
Business Today-Monitor Group surveyOne of Indias Most Innovative Companies
Financial Express-Ernst amp Young AwardBest Bank Award in the Private Sector category
2007
Dun amp Bradstreet ndash American Express Corporate Best Bank Award 2007Corporate Best Bank Award
The Bombay Stock Exchange and Nasscom Foundations Business for Social Responsibility Awards 2007Best Corporate Social Responsibility Practice Award
Outlook Money amp NDTV ProfitBest Bank Award in the Private sector category
The Asian Banker Excellence in Retail Financial Services AwardsBest Retail Bank in India
Asian BankerOur Managing Director Aditya Puri wins the Leadership Achievement Award for India
25 MERGER
HDFC Bank and Centurion Bank of Punjab merger at share swap ratio of 129 The Boards of HDFC Bank and Centurion Bank of Punjab met on 25 February 2008 and approved subject to due diligence the share swap ratio for the proposed merger of Centurion Bank of Punjab with HDFC Bank The Scheme of Amalgamation envisages a share exchange ratio of one share of HDFC Bank for twenty nine shares of Centurion Bank of Punjab The combined entity would have a nationwide network of 1148 branches (the largest amongst private sector Banks) a strong deposit base of around Rs 1200 billion and net advances of around Rs 850billion The balance sheet size of the combined entity would be over Rs 1500 billion Commenting on the proposed merger Mr Deepak Parekh Chairman HDFC said ldquoWe were amongst the first to get a banking license the first to do a merger in the private sector with Times Bank in 1999 and now if this deal happens it would be the largest merger in the private sector banking space in India HDFC Bank was looking for an appropriate merger opportunity that would add scale geography and experienced staff to its franchise This opportunity arose and we thought it is an attractive route to supplement HDFC Bankrsquos organic growth We believe that Centurion Bank of Punjab would be the right fit in terms of culture strategic intent and approach to businessrdquo Mr Aditya Puri Managing Director HDFC Bank said ldquoThese are exciting times for the Indian banking industry The proposed merger will position the combined entity to significantly exploit opportunities in a market globally recognized as one of the fastest growing Irsquom particularly bullish about the potential of business synergies and cultural fit between the two organizations The combined entity will be an even greater force in the marketrdquo Mr Rana Talwar Chairman Centurion Bank of Punjab stated ldquoOver the last few years Centurion Bank of Punjab has set benchmarks for growth The bank today has a large nationwide network an extremely valuable franchise 7500
talented employees and strong leadership positions in the market place I believe that the merger with HDFC Bank will create a world class bank in quality and scale and will set the stage to compete with banks both locally as well on a global levelrdquo
Mr Shailendra Bhandari Managing Director and CEO Centurion Bank of Punjab said ldquoWe are extremely pleased to receive the go ahead from our board to pursue this opportunity A merger between the banks provides significant synergies to the combined entity The proposed merger would further improve the franchise and customer proposition offered by the individual banksrdquo
26 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
INTEGRITY CUSTOMER CENTRIC PEOPLE CARE ldquoONE FOR ALL AND ALL FOR ONErdquo TEAM WORK JOY AND SIMPLICITY
CHAPTER 3- RESEARCH OBJECTIVES AND SCOPE OF RESEARCH PROJECT
31 PROBLEM DEFINATION
Personal Banker were with good background human being and through rigorous process of recruitment but still not able to perform up to the expectation level of company HR is not able to sort out the problem why the performance is not coming even after giving the full marketing and operational support The communication technique and dealing with the customers is also a problem to the personal banker
32 OBJECTIVES OF RESEARCH PROJECT
321 PRIMARY OBJECTIVES
bull To acquire new customer by convincing them and to promote the benefits of those which are provided by the bank
bull To find the different way of convincing customersbull To study brand image of the bankbull To increase the business of the bank
322 SECONDARY OBJECTIVES
bull To determine the need and purpose of a personal bankerbull To understand the deciding criteria for people to become a personal bankerbull To offer suggestions based upon the findings
33 PRODUCT SCOPE
Studying the increasing business scope of the bank Market segmentation to find the potential customers for the bank To study how the various products are positioned in the market Corporate marketing of products Customersrsquo perception on the various products of the bank
CHAPTER 4- RESEARCH METHODOLOGY AND LIMITATIONS
All the findings and conclusions obtained are based on the survey done in the working area within the time limit I tried to select the sample representative of the whole group during my summer training I have collected data from people linked with different professional at Gorakhpur
41 RESEARCH PLAN
411 PRELIMINARY INVESTIGATION
bull In which data on the situation surrounding the problems shall be gathered to arrive atbull The correct definition of the problem An understanding of its environment
412 EXPLORATORY STUDY
To determine the approximate area where the problem lies
42 RESEARCH DESIGN
Research was initiated by examining the secondary data to gain insight into the problem By analyzing the secondary data the study aim is to explore the short comings of the present system and primary data will help to validate the analysis of secondary data besides on unrevealing the areas which calls for improvement
421 DEVELOPING THE RESEARCH PLAN
The data for this research project has been collected through self Administration Due to time limitation and other constraints direct personal interview method is used A structured questionnaire was framed as it is less time consuming generates specific and to the point
information easier to tabulate and interpret Moreover respondents prefer to give direct answers In questionnaires open ended and closed ended both the types of questions has been used
422 COLLECTION OF DATA
1 SECONDARY DATA It was collected from internal sources The secondary data was collected on the basis of organizational file official records news papers magazines management books preserved information in the companyrsquos database and website of the company
2 PRIMARY DATA All the people from different profession were personally visited and interviewed They were the main source of Primary data The method of collection of primary data was direct personal interview through a structured questionnaire
43 SAMPLING PLAN Since it is not possible to study whole universe it becomes necessary to take sample from the universe to know about its characteristics
bull Sampling Units Different professionals Chartered Accountants Tax Consultants Lawyers Business Man Professionals and House Wives of Gorakhpur
bull Sample Technique Random Sampling
bull Research Instrument Structured Questionnaire bull Contact Method Personal Interview
44 SAMPLE SIZE My sample size for this project was 50 respondents Since it was not possible to cover the whole universe in the available time period it was necessary for me to take a sample size of 50 respondents
45 DATA COLLECTION INSTRUMENT DEVELOPMENT The mode of collection of data will be based on Survey Method and Field Activity Primary data collection will base on personal interview I have prepared the questionnaire according to the necessity of the data to be collected
46 RESEARCH LIMITATIONS
It was not possible to understand thoroughly about the different marketing aspects of the Financial Consultant within 60 days As stipend money was not given it was difficult to continue the project work All the work was limited in some limited areas of Gorakhpur so the findings should not be generalized The area of research was Gorakhpur and it was too vast an area to cover within 60 days
CHAPTER 5-DATA ANALYSIS INTERPRETATION AND PRESENTATION
Q1Your AgeAns
1 18-23 Years 10 Person 2 24-29 Years 20 Person 3 30-35 Years 10 Person4 35 Years and above 10 Person
Base 50 respondents Interpretation From above response it can be seen that
bull 20 respondentrsquos age are 18 to 23 years bull 35 respondentrsquos age are 24 to 29 years bull 30 respondentrsquos age are 30 to 35 yearsbull 15 respondentrsquos age are 35 to above years
Q2 Marital Status bull Married bull Single
No of Children __________Ans
bull Married 32 Personbull Single 18 Personbull No of Children Nil
Interpretation From above response it can be seen that bull 70 respondents are marriedbull 30 respondents are unmarried
Q3 Educational Qualificationbull Undergraduate bull Graduate bull Postgraduate
9Ansbull Undergraduate 10 Person bull Graduate 22 Person bull Postgraduate 18 Person
Interpretation From above response it can be seen thatbull 25 respondents are Under graduatebull 40 respondents are Graduatebull 35 respondents are Post graduate
Q4 Number Of yearrsquos Are You in Gorakhpur bull Less than five yearrsquos bull More than five yearrsquos
Ansbull Less than five yearrsquos 17 Personbull More than five yearrsquos 33 Person
Interpretation From above response it can be seen thatbull 39 respondents are in Gorakhpur for less than five yearsbull 61 respondents are in Gorakhpur for more than five years
Q5 Your Occupation bull Businessbull Profession bull Service
Ansbull Business 13 Personbull Profession 17 Personbull Service 20 Person
Interpretation From above response it can be seen thatbull 20 respondents Occupation is Businessbull 26 respondents Occupation is Profession bull 54 respondents Occupation is Service
Q6 Your annual household income bull Less than 2 lacs bull Between 2 to 5 lacsbull Between 5to 8 lacsbull More than 8 lacs
Ansbull Less than 2 lacs 32 Personbull Between 2 to 5 lacs 13 Personbull Between 5to 8 lacs 3 Personbull More than 8 lacs 2 Person
Interpretation From above response it can be seen thatbull 49 respondentrsquos annual household income is less than 2 lacsbull 31 respondentrsquos annual household income is between 2 to 5 lacs bull 15 respondentrsquos annual household income is between 5 to 8 lacs bull 5 respondentrsquos annual household income is more than 8 lacs
Q7 What is your perception about different productsservices provided by HDFC bank bull Lucrative bull Not lucrative bull No idea
Ansbull Lucrative 12 Personbull Not lucrative 33 Personbull No idea 5 Person
Interpretation From above response it can be seen thatbull 25 respondentrsquos perception about different products is lucrativebull 60 respondentrsquos perception about different
products is not lucrativebull 15 respondentrsquos have no idea
Q8 Do you want to open an account with HDFC bank bull Yesbull No bull Will tell later
Ansbull Yes 8 Personbull No 5 Personbull Will tell later 37 Person
Interpretation From above response it can be seen thatbull 80 respondents are not interested to open an account with the bankbull 5 respondents are interested to open an account with the bankbull 15 of the respondents say that they will tell later
Q9 Do you have all the documents which are required to open an accountbull Yesbull No
Ansbull Yes 15 Personbull No 35 Person
Interpretation From above response it can be seen thatbull 60 respondents have all the documents which are required to open an account with the
bankbull 25 respondents do not have all the documents which are required to open an account
with the bank
Q10 Are you aware that the bank provides you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull Yes bull No
Ans bull Yes 32 Personbull No 18 Person
Interpretation From above response it can be seen thatbull 20 respondents are aware of itbull 40 respondents are not aware of it
Q11Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
Ans bull Yes 15 Personbull No 35 Person
Interpretation From above response it can be seen thatbull 12 respondents are familiar with different terms and conditions which are very much
essential to maintain account with the bank bull 88 respondents have no idea about it
Q13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
Ans bull Yes 38 Personbull No 12 Person
Interpretation From above response it can be seen that
bull 41 respondents are known about HDFC Bankrsquos recruitment policies related to personal banker
bull 59 respondents are not known about HDFC Bankrsquos recruitment policies related to personal banker
CHAPTER 6- CONCLUSIONS AND SUGGESTIONS
61 CONCLUSIONS
HDFC Bank the banking arm of HDFC is expected to go on stream The bank already has good number of employees on board and is recruiting personal banker heavily to take the headcount to many more It is on the brim of increasing its customers through its attractive schemes and offer
The project opportunities provided was market segmentation and identifying prospective customers in potential geographical location and convincing them to attract more customers so that new business opportunities of the bank can be explored Through this project it could be concluded that people are not much aware about the various products of the bank and many of them not interested to open an account to invest money at all services was considered as unsought good which require hard core selling but in changing trend in income and people becoming financially literate the demand for banking sector is increasing day by day
So at last the conclusion is that there is tough competition ahead for the company from its major competitors in the banking sector Last but not the least I would like to thank HDFC Bank for giving me an opportunity to work in the field of Marketing and Operation I hope the company finds my analysis relevant
62 SUGGESTIONS
Finally some recommendations for the company are as fallows-
bull To make people aware about the benefit of becoming a customer of HDFC Bank following activities of advertisement should be done through
1 Print Media 2 Hoarding amp Banners3 Stalls in Trade Fares 4 Distribution of leaflets containing details information
Other facilities must be provide to the customerbull The bank should provide life time valid ATM card to all its customers
bull Minimum balance for savings account should be reduced from Rs 10000 to Rs 1000 so that people who are not financially strong enough can maintain their account properly
bull The company should provide a pass book to all its customersbull Make people understand about the various benefits of its productsbull Company should organize the program in the society so that people will be aware about
the company and different products of the bankbull Company should open more branches in different cities
CHAPTER 7- LIMITATIONS
Every work has its own limitation Limitations are extent to which the process should not exceed Limitations of this project are
bull The project was constrained by time limit of two monthsbull Mindset of people may very depending upon their age gender income etc bull Getting appointment from the concern person was very difficultbull People mind set about the survey was obstacles in acquiring complete Respondents were
very busy in their schedule So it was very time consuming for information amp positive interaction them to answer all the questions properly
ANNEXURES
1 QUESTIONNAIRE
DearSirMadamName helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Address helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Contact No reghelliphelliphelliphelliphelliphellip( O)helliphelliphelliphelliphelliphellip (M)helliphelliphelliphelliphelliphelliphelliphelliphellip City helliphelliphellipPin helliphelliphelliphelliphelliphelliphellipState helliphelliphelliphelliphelliphelliphelliphelliphellipI am a student of Mangalmay Institute of Management Studies presently doing a project onldquoIN WHICH AREA MORE FOCUS MARKETING OR OPERATIONrdquoI request you to kindly fill the questionnaire below and I assure you that the data generated shall be kept confidential1 Your Age ____________________ 2 Education Qualification
1 Undergraduate 2 Graduate 3 Postgraduate
3 Marital Status bull Married bull Single No of Children __________
4 Number Of yearrsquos Are You in Gorakhpur bull Less than five yearrsquos bull More than five yearrsquos
5 Occupationbull Businessbull Profession bull Service
(Please mention below the type of businessprofession you are in incase of service please mention your organization name and designation)
6Your annual household income bull ltthan 2 lack bull Between 2 to 5 lack bull Between 5 to 8 lack bull gtthan 8 lack
7 What is your perception about different products and services offered by HDFC Bank
bull Lucrative bull Not lucrative bull No idea
9 Do you want to open an savings account with HDFC Bankbull Lucrative bull Not lucrative bull No idea
10 Do you have all the documents which are required to open an accountbull Yes bull No
11 Are you aware of that HDFC Bank provide you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull yes bull No
12 Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
DatePlace Signature
Thank You
BIBLIOGRAPHY
1 BOOKS
Marketing Management (10th Edition) Marketing Management (3rd Edition) Research Methodology (2nd Edition) Research Methodology(3rd Edition)
AUTHORS Philip Kotler VS Ramaswamy CRKothary SP Kasande
2 NEWS PAPERS bull Times of India bull Financial Express
3 WEBSITESwwwhdfcbankcom wwwgooglecom
CONTENTS
CHAPTER PARTICULARS Pg NoAcknowledgement i
Chapter 1 Introduction 111 The Topic 112 Reason for Selection of this Topic 113 Importance to The Company 114 Learning from the Study 1
Chapter 2 Organization Profile 1hellip1321 Company History 1hellip722 Product Scope 723 Product and Services at a glance 7hellip1024 Milestones in the history 10hellip1225 Merger 12hellip1326 Quality Policy 13
Chapter 3 Research objective and Scope of research 13hellip14
31 Problem Definition 13hellip1432 Objective of research project 14
321 Primary Objective 14322 Secondary Objective 14
33 Product Scope 14Chapter 4 Research Methodology and Limitations 14hellip16
41 Research Plan 14411 Preliminary Investigation 14412 Exploratory Study 15
42 Research Design 15421 Developing the research plan 15422 Collection of data 15
43 Sampling plan 1544 Sample Size 1545 Data collection instrument development 1646 Research limitations 16
Chapter 5Data analysis Interpretations and Presentation 16hellip19
Chapter 6 Conclusions and Suggestions 19hellip2061 Conclusions 19hellip2062 Suggestions 20
Chapter 7 Limitations 20ANNEXURES 21hellip22BIBLIOGRAPHY 23
AcknowledgementI Ankita Singh PGDM Student in SMS Varanasi is highly greatful to all those who guided me in completing this project
First of all I would like to pay my heartiest thanks to entire family of HDFC BANK especially Mr Himanshu Tandon Branch manager who provided me such a wonderful opportunity to do Summer Training and provided their valuable suggestions in understanding the work of Research Project
Last but not the least I would like to thanks all faculties of SMS Varanasi who gave me the useful tips and suggestions regarding project I would like to thanks my project manager Mr Alok Shukla for imparting his valuable guidance to me
Words can never express the deep sense of gratitude I feel for HDFC BANK employees who has been a constant source of inspiration and encouragement for me
Ankita Singh
(PGDM 08-10)
i
CHAPTER 1- INTRODUCTION
11 THE TOPIC ldquoIN WHICH AREA MORE FOCUS MARKETING OR OPERATIONrdquo
At HDFC Bank I was assigned with the topic as ldquoIn Which Area more focus Marketing or Operationrdquo for my project work I joined the company as a Personal Banker The selection of the topic was to know how the company generates business through them
Personal Banker are those sources of a company who have their own relations and personal contacts among common public that they use to generate business through
12 REASON FOR SELECTION OF THIS TOPIC
The financial sector is one of the booming and increasing sectors in India The Personal Banker are one of the most powerful efficient and effective channel through which the company sales its various types of financial products and company takes operational work also It is really difficult to convince customers and sell a single product and accomplish operational work Whereas in my entire project work I found my interest in working in a team dealing with customers and finally convincing them to buy a product
13 IMPORTANCE TO THE COMPANY
The ultimate purpose of giving me this topic was to know about the customerrsquos perceptions about the different products of the bank and to know about operational process how these products can attract them and how the company can generate maximum profit by convincing them through personal banker and to better understand customer requirement and to understand operational methodology
14 LEARNING FROM THE STUDY
The process of bank related transaction bank related various terms work environment of HDFC Bank Different products and services provided by the bank Customersrsquo perception about the different products The brand image of the bank What are the problems faced by customer on daily basis How to communicate with the customers Different techniques of dealing with the customers How to convince and convert a customer into a real customer and at the last how to better response to the customer problem
CHAPTER 2-ORGANIZATION PROFILE
21 COMPANY HISTORY 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 RBIs liberalization of the Indian Banking Industry in 1994 The bank was incorporated in August 1994 in the name of HDFC Bank Limited with its registered office in Mumbai India HDFC Bank commenced operations as a Scheduled Commercial Bank in January 1995
PROMOTER
HDFC is Indias premier housing finance company and enjoys an impeccable track record in India as well as in international markets Since its inception in 1977 the Corporation has maintained a consistent and healthy growth in its operations to remain the market leader in mortgages Its outstanding loan portfolio covers well over a million dwelling units HDFC has developed significant expertise in retail mortgage loans to different market segments and also has a large corporate client base for its housing related credit facilities With its experience in the financial markets a strong market reputation large shareholder base and unique consumer franchise HDFC was ideally positioned to promote a bank in the Indian environment
BUSINESS FOCUS
HDFC Banks mission is to be a World-Class Indian Bank The objective is to build sound customer franchises across distinct businesses so as to be the preferred provider of banking services for target retail and wholesale customer segments and to achieve healthy growth in profitability consistent with the banks risk appetite The bank is committed to maintain the highest level of ethical standards professional integrity corporate governance and regulatory compliance HDFC Banks business philosophy is based on four core values - Operational Excellence Customer Focus Product Leadership and People
CAPITAL STRUCTURE
The authorized capital of HDFC Bank is Rs550 crore (Rs55 billion) The paid-up capital is Rs4246 crore (Rs42 billion) The HDFC Group holds 194 of the banks equity and about 176 of the equity is held by the ADS Depository (in respect of the banks American Depository Shares (ADS) Issue) Roughly 28 of the equity is held by Foreign Institutional Investors (FIIs) and the bank has about 570000 shareholders The shares are listed on the Stock Exchange Mumbai and the National Stock Exchange The banks American Depository Shares are listed on the New York Stock Exchange (NYSE) under the symbol HDB
DISTRIBUTION NETWORK
HDFC Bank headquartered is in Mumbai The Bank at present has an enviable network of over 1229 branches spread over 444 cities across India All branches are linked on an online real-time basis Customers in over 120 locations are also serviced through Telephone Banking The Banks expansion plans take into account the need to have a presence in all major industrial and commercial centers where its corporate customers are located as well as the need to build a strong retail customer base for both deposits and loan products Being a clearingsettlement bank to various leading stock exchanges the Bank has branches in the centers where the NSEBSE has a strong and active member base The Bank also has a network of about over 2526 networked ATMs across these cities Moreover HDFC Banks ATM network can be accessed by all domestic and international VisaMasterCard Visa ElectronMaestro PlusCirrus and American Express CreditCharge cardholders
STRONG NATIONAL NETWORK
WORK PLACE TRANSFORMATION
FIVE ldquoSrdquo PART OF KAIZEN
Focus on effective work place organization
believe in
ldquoSmall changes lead to large improvementrdquo
Every successful organization have their own strategy to win the race in the competitive market They use some technique and methodology for smooth running of business HDFC BANK also acquired the Japanese technique for smooth running of work and effective work place organization
Five lsquoSrsquo Part of Kaizen is the technique which is used in the bank for easy and systematic work place and eliminating unnecessary things from the work place
BENEFIT OF FIVE ldquoSrdquo
bull It can be started immediatelybull Every one has to participatebull Five ldquoSrdquo is an entirely people driven initiativesbull Brings in concept of ownershipbull All wastage are made visible
FIVE lsquoSrsquo
S-1 SORT SEIRI
S-2 SYSTEMATIZE SEITON
S-3 SPIC-N-SPAN SEIRO
S-4 STANDARDIZE SEIKETSU
S-5 SUSTAIN SHITSUKE
1 SORT
It focus on eliminating unnecessary items from the work place It is excellent way to free up valuable floor space It segregate items as per ldquorequire and wantedrdquo
2 SYSTEMATIZE
Systematize is focus on efficient and effective Storage method That means it identify organize and arrange retrieval It largely focus on good labeling and identification practicesObjective ldquoA place for everything and everything in its placerdquo
3 SPIC- n - SPAN
Spic-n-Span focuses on regular clearing and self inspection It brings in the sense of ownership
4 STANDERDIZE
It focuses on simplification and standardization It involves standard rules and policies It establish checklist to facilitate autonomous maintenance of workplace It assigns responsibility for doing various jobs and decides on Five S frequency
5 SUSTAIN
It focuses on defining a new status and standard of organized work place Sustain means regular training to maintain standards developed under S-4 It brings in self- discipline and commitment towards workplace organization
COLOR CODING
In the HDFC BANK each department has their different color coding apply on the different file Due to this everyone aware about their particular color file which is coding on it and they save their valuable time It is a part of Kaizen and also included in the system of the Five lsquoSrsquo Logic behind it that the color coding are always differentiate the things from the similar one
HUMAN RESOURCES
The Bankrsquos staffing needs continued to increase during the year
DEPARTMENT
Welcome Desk
Personal Banker
Teller
Relationship Manager
Branch Manager
Demat
Others
particularly in the retail banking businesses in line with the business growth Total number of employees increased from 14878 as of March31 2006 to 21477 as of March 31 2008The Bank continues to focus on training its employees on a continuing basis both on the job and through training programs conducted by internal and external faculty
The Bank has consistently believed that broader employee ownership of its shares has a positive impact on its performance and employee motivation The Bankrsquos employee stock option scheme so far covers around 9000 employees
MANAGEMENT
Mr Jagdish Capoor took over as the banks Chairman in July 2001 Prior to this Mr Capoor was a Deputy Governor of the Reserve Bank of India The Managing Director Mr Aditya Puri has been a professional banker for over 25 years and before joining HDFC Bank in 1994 was heading Citibanks operations in Malaysia The Banks Board of Directors is composed of eminent individuals with a wealth of experience in public policy administration industry and commercial banking Senior executives representing HDFC are also on the Board Senior banking professionals with substantial experience in India and abroad head various businesses and functions and report to the Managing Director Given the professional expertise of the management team and the overall focus on recruiting and retaining the best talent in the industry the bank believes that its people are a significant competitive strength
TECHNOLOGY
HDFC Bank operates in a highly automated environment in terms of information technology and communication systems All the banks 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 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 The Banks 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
HDFC BANK business strategy emphasizes the following
Increase market share in Indiarsquos expanding banking and financial services industry by following a disciplined growth strategy focusing on quality and not on quantity and delivering high quality customer service Leverage our technology platform and open scaleable systems to deliver more products to more customers and to control operating costs Maintain current high standards for asset quality through disciplined credit risk managementDevelope innovative
products and services that attract the targeted customers and address inefficiencies in the Indian financial sector Continue to develop products and services that reduce bankrsquos cost of funds Focus on high earnings growth with low volatility 22 PRODUCT SCOPE
HDFC Bank offers a bunch of products and services to meet the every need of the people The company cares for both individuals as well as corporate and small and medium enterprises For individuals the company has a range accounts investment and pension scheme different types of loans and cards that assist the customers The customers can choose the suitable one from a range of products which will suit their life-stage and needs For organizations the company has a host of customized solutions that range from funded services Non-funded services Value addition services Mutual fund etc These affordable plans apart from providing long term value to the employees help in enhancing goodwill of the company The products of the company are categorized into various sections which are as follows
bull Accounts and depositsbull Loansbull Investments and Insurance bull Forex and payment services bull Cards bull Customer center
23 PRODUCTS AND SERVICES AT A GLANCE
1 PERSONAL BANKING SERVICES
A Accounts amp Deposits Savings Account
bull Regular Savings Account bull Savings Plus Accountbull Savings Max Accountbull Senior Citizens Account bull No Frills Account bull Institutional Savings Account bull Payroll Salary Account bull Classic Salary Account bull Regular Salary Accountbull Premium Salary Account bull Defence Salary Account bull Kids Advantage Account bull Pension Saving Bank Account
bull Family Savings Account bull Kisan No Frills Savings Account bull Kisan Club Savings Account
Current Accountbull Plus Current Account bull Trade Current Account bull Premium Current Account bull Regular Current Account bull Apex Current Account bull Max Current Accountbull Reimbursement Current Account
Fixed Depositbull Regular Fixed Deposit bull Super Saver Account bull Sweep-in Account
Recurring DepositDemat AccountSafe Deposit Locker
B Loans bull Personal Loans bull Home Loans bull Two Wheeler Loans bull New Car Loans bull Used Car Loans bull Overdraft against Car bull Express Loans bull Loan against Securities bull Loan against Property bull Commercial Vehicle Finance bull Working Capital Finance bull Construction Equipment Finance
C Investments amp Insurance bull Mutual Funds bull Insurance bull Bonds bull Financial Planning bull Knowledge Centre bull Equities amp Derivatives bull Mudra Gold Bar
D Forex Services bull Trade Finance bull Travelerrsquos Cheques bull Foreign Currency Cash bull Foreign Currency Drafts bull Foreign Currency Cheque Deposits bull Foreign Currency Remittances bull Forex Plus Card
E Payment Services bull Net Safe bull Prepaid Refill bull Bill Pay bull Direct Pay bull Visa Money Transferbull E-Monies Electronic Funds Transfer bull Excise amp Service Tax Payment
F Access Your Bank - One View bull Insta Alerts bull Mobile Banking bull ATM bull Phone Banking bull Branch Network
G Cards bull Silver Credit Card bull Gold Credit Card bull Womans Gold Credit Card bull Platinum plus Credit Card bull Titanium Credit Card bull Value plus Credit Card bull Health plus Credit Cardbull HDFC Bank Idea Silver Cardbull HDFC Bank Idea Gold Card
2 WHOLESALE BANKING SERVICESbull Funded Servicesbull Non Funded Servicesbull Value Added Servicesbull Internet Bankingbull Clearing Sub-Membership
bull RTGS ndash sub membershipbull Fund Transferbull ATM Tie-upsbull Corporate Salary acbull Tax Collectionbull Financial Institutionsbull Mutual Fundsbull Stock Brokersbull Insurance Companiesbull Commodities Business bull Trusts
3 NRI BANKING SERVICESbull Rupee Saving acbull Rupee Current acbull Rupee Fixed Depositsbull Foreign Currency Depositsbull Accounts for Returning Indiansbull Payment Servicesbull Net Safebull Bill Paybull Insta Paybull Direct Paybull Visa Moneybull Online Donationbull Remittances
24 MILESTONES IN THE HISTORY
HDFC Bank began its operations in 1995 with a simple mission to be a World-class Indian Bank They realized that only a single-minded focus on product quality and service excellence would help us get there Today they are proud to say that they are well on our way towards that goal It is extremely gratifying that their efforts towards providing customer convenience have been appreciated both nationally and internationally
2009
Asia Money 2009 Awards
Best Domestic Bank in India
IBA Banking Technology Awards 2009
Best IT Governance Award - Runner up
Global Finance Award
Best Trade Finance Bank in India for 2009
IDRBT Banking Technology Excellence Award 2008
Best IT Governance and Value Delivery
Asian Banker Excellence in Retail Financial Services
Asian Banker Best Retail Bank in India Award 2009
2008
Finance Asia Country Awards for Achievement 2008 Best Bank and Best Cash Management Bank
CNN-IBNIndian of the Year (Business)
Nasscom IT User Award 2008Best IT Adoption in the Banking Sector
Business India Best Bank 2008
Forbes Asia Fab 50 companies in Asia Pacific
Asian Banker Excellence in Retail Financial Services Best Retail Bank 2008
Asiamoney Best local Cash Management Bank Award voted by Corporates
Microsoft amp Indian Express Group Security Strategist Award 2008
World Trade Center Award of honourFor outstanding contribution to international trade services
Business Today-Monitor Group surveyOne of Indias Most Innovative Companies
Financial Express-Ernst amp Young AwardBest Bank Award in the Private Sector category
2007
Dun amp Bradstreet ndash American Express Corporate Best Bank Award 2007Corporate Best Bank Award
The Bombay Stock Exchange and Nasscom Foundations Business for Social Responsibility Awards 2007Best Corporate Social Responsibility Practice Award
Outlook Money amp NDTV ProfitBest Bank Award in the Private sector category
The Asian Banker Excellence in Retail Financial Services AwardsBest Retail Bank in India
Asian BankerOur Managing Director Aditya Puri wins the Leadership Achievement Award for India
25 MERGER
HDFC Bank and Centurion Bank of Punjab merger at share swap ratio of 129 The Boards of HDFC Bank and Centurion Bank of Punjab met on 25 February 2008 and approved subject to due diligence the share swap ratio for the proposed merger of Centurion Bank of Punjab with HDFC Bank The Scheme of Amalgamation envisages a share exchange ratio of one share of HDFC Bank for twenty nine shares of Centurion Bank of Punjab The combined entity would have a nationwide network of 1148 branches (the largest amongst private sector Banks) a strong deposit base of around Rs 1200 billion and net advances of around Rs 850billion The balance sheet size of the combined entity would be over Rs 1500 billion Commenting on the proposed merger Mr Deepak Parekh Chairman HDFC said ldquoWe were amongst the first to get a banking license the first to do a merger in the private sector with Times Bank in 1999 and now if this deal happens it would be the largest merger in the private sector banking space in India HDFC Bank was looking for an appropriate merger opportunity that would add scale geography and experienced staff to its franchise This opportunity arose and we thought it is an attractive route to supplement HDFC Bankrsquos organic growth We believe that Centurion Bank of Punjab would be the right fit in terms of culture strategic intent and approach to businessrdquo Mr Aditya Puri Managing Director HDFC Bank said ldquoThese are exciting times for the Indian banking industry The proposed merger will position the combined entity to significantly exploit opportunities in a market globally recognized as one of the fastest growing Irsquom particularly bullish about the potential of business synergies and cultural fit between the two organizations The combined entity will be an even greater force in the marketrdquo Mr Rana Talwar Chairman Centurion Bank of Punjab stated ldquoOver the last few years Centurion Bank of Punjab has set benchmarks for growth The bank today has a large nationwide network an extremely valuable franchise 7500
talented employees and strong leadership positions in the market place I believe that the merger with HDFC Bank will create a world class bank in quality and scale and will set the stage to compete with banks both locally as well on a global levelrdquo
Mr Shailendra Bhandari Managing Director and CEO Centurion Bank of Punjab said ldquoWe are extremely pleased to receive the go ahead from our board to pursue this opportunity A merger between the banks provides significant synergies to the combined entity The proposed merger would further improve the franchise and customer proposition offered by the individual banksrdquo
26 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
INTEGRITY CUSTOMER CENTRIC PEOPLE CARE ldquoONE FOR ALL AND ALL FOR ONErdquo TEAM WORK JOY AND SIMPLICITY
CHAPTER 3- RESEARCH OBJECTIVES AND SCOPE OF RESEARCH PROJECT
31 PROBLEM DEFINATION
Personal Banker were with good background human being and through rigorous process of recruitment but still not able to perform up to the expectation level of company HR is not able to sort out the problem why the performance is not coming even after giving the full marketing and operational support The communication technique and dealing with the customers is also a problem to the personal banker
32 OBJECTIVES OF RESEARCH PROJECT
321 PRIMARY OBJECTIVES
bull To acquire new customer by convincing them and to promote the benefits of those which are provided by the bank
bull To find the different way of convincing customersbull To study brand image of the bankbull To increase the business of the bank
322 SECONDARY OBJECTIVES
bull To determine the need and purpose of a personal bankerbull To understand the deciding criteria for people to become a personal bankerbull To offer suggestions based upon the findings
33 PRODUCT SCOPE
Studying the increasing business scope of the bank Market segmentation to find the potential customers for the bank To study how the various products are positioned in the market Corporate marketing of products Customersrsquo perception on the various products of the bank
CHAPTER 4- RESEARCH METHODOLOGY AND LIMITATIONS
All the findings and conclusions obtained are based on the survey done in the working area within the time limit I tried to select the sample representative of the whole group during my summer training I have collected data from people linked with different professional at Gorakhpur
41 RESEARCH PLAN
411 PRELIMINARY INVESTIGATION
bull In which data on the situation surrounding the problems shall be gathered to arrive atbull The correct definition of the problem An understanding of its environment
412 EXPLORATORY STUDY
To determine the approximate area where the problem lies
42 RESEARCH DESIGN
Research was initiated by examining the secondary data to gain insight into the problem By analyzing the secondary data the study aim is to explore the short comings of the present system and primary data will help to validate the analysis of secondary data besides on unrevealing the areas which calls for improvement
421 DEVELOPING THE RESEARCH PLAN
The data for this research project has been collected through self Administration Due to time limitation and other constraints direct personal interview method is used A structured questionnaire was framed as it is less time consuming generates specific and to the point
information easier to tabulate and interpret Moreover respondents prefer to give direct answers In questionnaires open ended and closed ended both the types of questions has been used
422 COLLECTION OF DATA
1 SECONDARY DATA It was collected from internal sources The secondary data was collected on the basis of organizational file official records news papers magazines management books preserved information in the companyrsquos database and website of the company
2 PRIMARY DATA All the people from different profession were personally visited and interviewed They were the main source of Primary data The method of collection of primary data was direct personal interview through a structured questionnaire
43 SAMPLING PLAN Since it is not possible to study whole universe it becomes necessary to take sample from the universe to know about its characteristics
bull Sampling Units Different professionals Chartered Accountants Tax Consultants Lawyers Business Man Professionals and House Wives of Gorakhpur
bull Sample Technique Random Sampling
bull Research Instrument Structured Questionnaire bull Contact Method Personal Interview
44 SAMPLE SIZE My sample size for this project was 50 respondents Since it was not possible to cover the whole universe in the available time period it was necessary for me to take a sample size of 50 respondents
45 DATA COLLECTION INSTRUMENT DEVELOPMENT The mode of collection of data will be based on Survey Method and Field Activity Primary data collection will base on personal interview I have prepared the questionnaire according to the necessity of the data to be collected
46 RESEARCH LIMITATIONS
It was not possible to understand thoroughly about the different marketing aspects of the Financial Consultant within 60 days As stipend money was not given it was difficult to continue the project work All the work was limited in some limited areas of Gorakhpur so the findings should not be generalized The area of research was Gorakhpur and it was too vast an area to cover within 60 days
CHAPTER 5-DATA ANALYSIS INTERPRETATION AND PRESENTATION
Q1Your AgeAns
1 18-23 Years 10 Person 2 24-29 Years 20 Person 3 30-35 Years 10 Person4 35 Years and above 10 Person
Base 50 respondents Interpretation From above response it can be seen that
bull 20 respondentrsquos age are 18 to 23 years bull 35 respondentrsquos age are 24 to 29 years bull 30 respondentrsquos age are 30 to 35 yearsbull 15 respondentrsquos age are 35 to above years
Q2 Marital Status bull Married bull Single
No of Children __________Ans
bull Married 32 Personbull Single 18 Personbull No of Children Nil
Interpretation From above response it can be seen that bull 70 respondents are marriedbull 30 respondents are unmarried
Q3 Educational Qualificationbull Undergraduate bull Graduate bull Postgraduate
9Ansbull Undergraduate 10 Person bull Graduate 22 Person bull Postgraduate 18 Person
Interpretation From above response it can be seen thatbull 25 respondents are Under graduatebull 40 respondents are Graduatebull 35 respondents are Post graduate
Q4 Number Of yearrsquos Are You in Gorakhpur bull Less than five yearrsquos bull More than five yearrsquos
Ansbull Less than five yearrsquos 17 Personbull More than five yearrsquos 33 Person
Interpretation From above response it can be seen thatbull 39 respondents are in Gorakhpur for less than five yearsbull 61 respondents are in Gorakhpur for more than five years
Q5 Your Occupation bull Businessbull Profession bull Service
Ansbull Business 13 Personbull Profession 17 Personbull Service 20 Person
Interpretation From above response it can be seen thatbull 20 respondents Occupation is Businessbull 26 respondents Occupation is Profession bull 54 respondents Occupation is Service
Q6 Your annual household income bull Less than 2 lacs bull Between 2 to 5 lacsbull Between 5to 8 lacsbull More than 8 lacs
Ansbull Less than 2 lacs 32 Personbull Between 2 to 5 lacs 13 Personbull Between 5to 8 lacs 3 Personbull More than 8 lacs 2 Person
Interpretation From above response it can be seen thatbull 49 respondentrsquos annual household income is less than 2 lacsbull 31 respondentrsquos annual household income is between 2 to 5 lacs bull 15 respondentrsquos annual household income is between 5 to 8 lacs bull 5 respondentrsquos annual household income is more than 8 lacs
Q7 What is your perception about different productsservices provided by HDFC bank bull Lucrative bull Not lucrative bull No idea
Ansbull Lucrative 12 Personbull Not lucrative 33 Personbull No idea 5 Person
Interpretation From above response it can be seen thatbull 25 respondentrsquos perception about different products is lucrativebull 60 respondentrsquos perception about different
products is not lucrativebull 15 respondentrsquos have no idea
Q8 Do you want to open an account with HDFC bank bull Yesbull No bull Will tell later
Ansbull Yes 8 Personbull No 5 Personbull Will tell later 37 Person
Interpretation From above response it can be seen thatbull 80 respondents are not interested to open an account with the bankbull 5 respondents are interested to open an account with the bankbull 15 of the respondents say that they will tell later
Q9 Do you have all the documents which are required to open an accountbull Yesbull No
Ansbull Yes 15 Personbull No 35 Person
Interpretation From above response it can be seen thatbull 60 respondents have all the documents which are required to open an account with the
bankbull 25 respondents do not have all the documents which are required to open an account
with the bank
Q10 Are you aware that the bank provides you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull Yes bull No
Ans bull Yes 32 Personbull No 18 Person
Interpretation From above response it can be seen thatbull 20 respondents are aware of itbull 40 respondents are not aware of it
Q11Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
Ans bull Yes 15 Personbull No 35 Person
Interpretation From above response it can be seen thatbull 12 respondents are familiar with different terms and conditions which are very much
essential to maintain account with the bank bull 88 respondents have no idea about it
Q13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
Ans bull Yes 38 Personbull No 12 Person
Interpretation From above response it can be seen that
bull 41 respondents are known about HDFC Bankrsquos recruitment policies related to personal banker
bull 59 respondents are not known about HDFC Bankrsquos recruitment policies related to personal banker
CHAPTER 6- CONCLUSIONS AND SUGGESTIONS
61 CONCLUSIONS
HDFC Bank the banking arm of HDFC is expected to go on stream The bank already has good number of employees on board and is recruiting personal banker heavily to take the headcount to many more It is on the brim of increasing its customers through its attractive schemes and offer
The project opportunities provided was market segmentation and identifying prospective customers in potential geographical location and convincing them to attract more customers so that new business opportunities of the bank can be explored Through this project it could be concluded that people are not much aware about the various products of the bank and many of them not interested to open an account to invest money at all services was considered as unsought good which require hard core selling but in changing trend in income and people becoming financially literate the demand for banking sector is increasing day by day
So at last the conclusion is that there is tough competition ahead for the company from its major competitors in the banking sector Last but not the least I would like to thank HDFC Bank for giving me an opportunity to work in the field of Marketing and Operation I hope the company finds my analysis relevant
62 SUGGESTIONS
Finally some recommendations for the company are as fallows-
bull To make people aware about the benefit of becoming a customer of HDFC Bank following activities of advertisement should be done through
1 Print Media 2 Hoarding amp Banners3 Stalls in Trade Fares 4 Distribution of leaflets containing details information
Other facilities must be provide to the customerbull The bank should provide life time valid ATM card to all its customers
bull Minimum balance for savings account should be reduced from Rs 10000 to Rs 1000 so that people who are not financially strong enough can maintain their account properly
bull The company should provide a pass book to all its customersbull Make people understand about the various benefits of its productsbull Company should organize the program in the society so that people will be aware about
the company and different products of the bankbull Company should open more branches in different cities
CHAPTER 7- LIMITATIONS
Every work has its own limitation Limitations are extent to which the process should not exceed Limitations of this project are
bull The project was constrained by time limit of two monthsbull Mindset of people may very depending upon their age gender income etc bull Getting appointment from the concern person was very difficultbull People mind set about the survey was obstacles in acquiring complete Respondents were
very busy in their schedule So it was very time consuming for information amp positive interaction them to answer all the questions properly
ANNEXURES
1 QUESTIONNAIRE
DearSirMadamName helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Address helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Contact No reghelliphelliphelliphelliphelliphellip( O)helliphelliphelliphelliphelliphellip (M)helliphelliphelliphelliphelliphelliphelliphelliphellip City helliphelliphellipPin helliphelliphelliphelliphelliphelliphellipState helliphelliphelliphelliphelliphelliphelliphelliphellipI am a student of Mangalmay Institute of Management Studies presently doing a project onldquoIN WHICH AREA MORE FOCUS MARKETING OR OPERATIONrdquoI request you to kindly fill the questionnaire below and I assure you that the data generated shall be kept confidential1 Your Age ____________________ 2 Education Qualification
1 Undergraduate 2 Graduate 3 Postgraduate
3 Marital Status bull Married bull Single No of Children __________
4 Number Of yearrsquos Are You in Gorakhpur bull Less than five yearrsquos bull More than five yearrsquos
5 Occupationbull Businessbull Profession bull Service
(Please mention below the type of businessprofession you are in incase of service please mention your organization name and designation)
6Your annual household income bull ltthan 2 lack bull Between 2 to 5 lack bull Between 5 to 8 lack bull gtthan 8 lack
7 What is your perception about different products and services offered by HDFC Bank
bull Lucrative bull Not lucrative bull No idea
9 Do you want to open an savings account with HDFC Bankbull Lucrative bull Not lucrative bull No idea
10 Do you have all the documents which are required to open an accountbull Yes bull No
11 Are you aware of that HDFC Bank provide you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull yes bull No
12 Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
DatePlace Signature
Thank You
BIBLIOGRAPHY
1 BOOKS
Marketing Management (10th Edition) Marketing Management (3rd Edition) Research Methodology (2nd Edition) Research Methodology(3rd Edition)
AUTHORS Philip Kotler VS Ramaswamy CRKothary SP Kasande
2 NEWS PAPERS bull Times of India bull Financial Express
3 WEBSITESwwwhdfcbankcom wwwgooglecom
AcknowledgementI Ankita Singh PGDM Student in SMS Varanasi is highly greatful to all those who guided me in completing this project
First of all I would like to pay my heartiest thanks to entire family of HDFC BANK especially Mr Himanshu Tandon Branch manager who provided me such a wonderful opportunity to do Summer Training and provided their valuable suggestions in understanding the work of Research Project
Last but not the least I would like to thanks all faculties of SMS Varanasi who gave me the useful tips and suggestions regarding project I would like to thanks my project manager Mr Alok Shukla for imparting his valuable guidance to me
Words can never express the deep sense of gratitude I feel for HDFC BANK employees who has been a constant source of inspiration and encouragement for me
Ankita Singh
(PGDM 08-10)
i
CHAPTER 1- INTRODUCTION
11 THE TOPIC ldquoIN WHICH AREA MORE FOCUS MARKETING OR OPERATIONrdquo
At HDFC Bank I was assigned with the topic as ldquoIn Which Area more focus Marketing or Operationrdquo for my project work I joined the company as a Personal Banker The selection of the topic was to know how the company generates business through them
Personal Banker are those sources of a company who have their own relations and personal contacts among common public that they use to generate business through
12 REASON FOR SELECTION OF THIS TOPIC
The financial sector is one of the booming and increasing sectors in India The Personal Banker are one of the most powerful efficient and effective channel through which the company sales its various types of financial products and company takes operational work also It is really difficult to convince customers and sell a single product and accomplish operational work Whereas in my entire project work I found my interest in working in a team dealing with customers and finally convincing them to buy a product
13 IMPORTANCE TO THE COMPANY
The ultimate purpose of giving me this topic was to know about the customerrsquos perceptions about the different products of the bank and to know about operational process how these products can attract them and how the company can generate maximum profit by convincing them through personal banker and to better understand customer requirement and to understand operational methodology
14 LEARNING FROM THE STUDY
The process of bank related transaction bank related various terms work environment of HDFC Bank Different products and services provided by the bank Customersrsquo perception about the different products The brand image of the bank What are the problems faced by customer on daily basis How to communicate with the customers Different techniques of dealing with the customers How to convince and convert a customer into a real customer and at the last how to better response to the customer problem
CHAPTER 2-ORGANIZATION PROFILE
21 COMPANY HISTORY 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 RBIs liberalization of the Indian Banking Industry in 1994 The bank was incorporated in August 1994 in the name of HDFC Bank Limited with its registered office in Mumbai India HDFC Bank commenced operations as a Scheduled Commercial Bank in January 1995
PROMOTER
HDFC is Indias premier housing finance company and enjoys an impeccable track record in India as well as in international markets Since its inception in 1977 the Corporation has maintained a consistent and healthy growth in its operations to remain the market leader in mortgages Its outstanding loan portfolio covers well over a million dwelling units HDFC has developed significant expertise in retail mortgage loans to different market segments and also has a large corporate client base for its housing related credit facilities With its experience in the financial markets a strong market reputation large shareholder base and unique consumer franchise HDFC was ideally positioned to promote a bank in the Indian environment
BUSINESS FOCUS
HDFC Banks mission is to be a World-Class Indian Bank The objective is to build sound customer franchises across distinct businesses so as to be the preferred provider of banking services for target retail and wholesale customer segments and to achieve healthy growth in profitability consistent with the banks risk appetite The bank is committed to maintain the highest level of ethical standards professional integrity corporate governance and regulatory compliance HDFC Banks business philosophy is based on four core values - Operational Excellence Customer Focus Product Leadership and People
CAPITAL STRUCTURE
The authorized capital of HDFC Bank is Rs550 crore (Rs55 billion) The paid-up capital is Rs4246 crore (Rs42 billion) The HDFC Group holds 194 of the banks equity and about 176 of the equity is held by the ADS Depository (in respect of the banks American Depository Shares (ADS) Issue) Roughly 28 of the equity is held by Foreign Institutional Investors (FIIs) and the bank has about 570000 shareholders The shares are listed on the Stock Exchange Mumbai and the National Stock Exchange The banks American Depository Shares are listed on the New York Stock Exchange (NYSE) under the symbol HDB
DISTRIBUTION NETWORK
HDFC Bank headquartered is in Mumbai The Bank at present has an enviable network of over 1229 branches spread over 444 cities across India All branches are linked on an online real-time basis Customers in over 120 locations are also serviced through Telephone Banking The Banks expansion plans take into account the need to have a presence in all major industrial and commercial centers where its corporate customers are located as well as the need to build a strong retail customer base for both deposits and loan products Being a clearingsettlement bank to various leading stock exchanges the Bank has branches in the centers where the NSEBSE has a strong and active member base The Bank also has a network of about over 2526 networked ATMs across these cities Moreover HDFC Banks ATM network can be accessed by all domestic and international VisaMasterCard Visa ElectronMaestro PlusCirrus and American Express CreditCharge cardholders
STRONG NATIONAL NETWORK
WORK PLACE TRANSFORMATION
FIVE ldquoSrdquo PART OF KAIZEN
Focus on effective work place organization
believe in
ldquoSmall changes lead to large improvementrdquo
Every successful organization have their own strategy to win the race in the competitive market They use some technique and methodology for smooth running of business HDFC BANK also acquired the Japanese technique for smooth running of work and effective work place organization
Five lsquoSrsquo Part of Kaizen is the technique which is used in the bank for easy and systematic work place and eliminating unnecessary things from the work place
BENEFIT OF FIVE ldquoSrdquo
bull It can be started immediatelybull Every one has to participatebull Five ldquoSrdquo is an entirely people driven initiativesbull Brings in concept of ownershipbull All wastage are made visible
FIVE lsquoSrsquo
S-1 SORT SEIRI
S-2 SYSTEMATIZE SEITON
S-3 SPIC-N-SPAN SEIRO
S-4 STANDARDIZE SEIKETSU
S-5 SUSTAIN SHITSUKE
1 SORT
It focus on eliminating unnecessary items from the work place It is excellent way to free up valuable floor space It segregate items as per ldquorequire and wantedrdquo
2 SYSTEMATIZE
Systematize is focus on efficient and effective Storage method That means it identify organize and arrange retrieval It largely focus on good labeling and identification practicesObjective ldquoA place for everything and everything in its placerdquo
3 SPIC- n - SPAN
Spic-n-Span focuses on regular clearing and self inspection It brings in the sense of ownership
4 STANDERDIZE
It focuses on simplification and standardization It involves standard rules and policies It establish checklist to facilitate autonomous maintenance of workplace It assigns responsibility for doing various jobs and decides on Five S frequency
5 SUSTAIN
It focuses on defining a new status and standard of organized work place Sustain means regular training to maintain standards developed under S-4 It brings in self- discipline and commitment towards workplace organization
COLOR CODING
In the HDFC BANK each department has their different color coding apply on the different file Due to this everyone aware about their particular color file which is coding on it and they save their valuable time It is a part of Kaizen and also included in the system of the Five lsquoSrsquo Logic behind it that the color coding are always differentiate the things from the similar one
HUMAN RESOURCES
The Bankrsquos staffing needs continued to increase during the year
DEPARTMENT
Welcome Desk
Personal Banker
Teller
Relationship Manager
Branch Manager
Demat
Others
particularly in the retail banking businesses in line with the business growth Total number of employees increased from 14878 as of March31 2006 to 21477 as of March 31 2008The Bank continues to focus on training its employees on a continuing basis both on the job and through training programs conducted by internal and external faculty
The Bank has consistently believed that broader employee ownership of its shares has a positive impact on its performance and employee motivation The Bankrsquos employee stock option scheme so far covers around 9000 employees
MANAGEMENT
Mr Jagdish Capoor took over as the banks Chairman in July 2001 Prior to this Mr Capoor was a Deputy Governor of the Reserve Bank of India The Managing Director Mr Aditya Puri has been a professional banker for over 25 years and before joining HDFC Bank in 1994 was heading Citibanks operations in Malaysia The Banks Board of Directors is composed of eminent individuals with a wealth of experience in public policy administration industry and commercial banking Senior executives representing HDFC are also on the Board Senior banking professionals with substantial experience in India and abroad head various businesses and functions and report to the Managing Director Given the professional expertise of the management team and the overall focus on recruiting and retaining the best talent in the industry the bank believes that its people are a significant competitive strength
TECHNOLOGY
HDFC Bank operates in a highly automated environment in terms of information technology and communication systems All the banks 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 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 The Banks 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
HDFC BANK business strategy emphasizes the following
Increase market share in Indiarsquos expanding banking and financial services industry by following a disciplined growth strategy focusing on quality and not on quantity and delivering high quality customer service Leverage our technology platform and open scaleable systems to deliver more products to more customers and to control operating costs Maintain current high standards for asset quality through disciplined credit risk managementDevelope innovative
products and services that attract the targeted customers and address inefficiencies in the Indian financial sector Continue to develop products and services that reduce bankrsquos cost of funds Focus on high earnings growth with low volatility 22 PRODUCT SCOPE
HDFC Bank offers a bunch of products and services to meet the every need of the people The company cares for both individuals as well as corporate and small and medium enterprises For individuals the company has a range accounts investment and pension scheme different types of loans and cards that assist the customers The customers can choose the suitable one from a range of products which will suit their life-stage and needs For organizations the company has a host of customized solutions that range from funded services Non-funded services Value addition services Mutual fund etc These affordable plans apart from providing long term value to the employees help in enhancing goodwill of the company The products of the company are categorized into various sections which are as follows
bull Accounts and depositsbull Loansbull Investments and Insurance bull Forex and payment services bull Cards bull Customer center
23 PRODUCTS AND SERVICES AT A GLANCE
1 PERSONAL BANKING SERVICES
A Accounts amp Deposits Savings Account
bull Regular Savings Account bull Savings Plus Accountbull Savings Max Accountbull Senior Citizens Account bull No Frills Account bull Institutional Savings Account bull Payroll Salary Account bull Classic Salary Account bull Regular Salary Accountbull Premium Salary Account bull Defence Salary Account bull Kids Advantage Account bull Pension Saving Bank Account
bull Family Savings Account bull Kisan No Frills Savings Account bull Kisan Club Savings Account
Current Accountbull Plus Current Account bull Trade Current Account bull Premium Current Account bull Regular Current Account bull Apex Current Account bull Max Current Accountbull Reimbursement Current Account
Fixed Depositbull Regular Fixed Deposit bull Super Saver Account bull Sweep-in Account
Recurring DepositDemat AccountSafe Deposit Locker
B Loans bull Personal Loans bull Home Loans bull Two Wheeler Loans bull New Car Loans bull Used Car Loans bull Overdraft against Car bull Express Loans bull Loan against Securities bull Loan against Property bull Commercial Vehicle Finance bull Working Capital Finance bull Construction Equipment Finance
C Investments amp Insurance bull Mutual Funds bull Insurance bull Bonds bull Financial Planning bull Knowledge Centre bull Equities amp Derivatives bull Mudra Gold Bar
D Forex Services bull Trade Finance bull Travelerrsquos Cheques bull Foreign Currency Cash bull Foreign Currency Drafts bull Foreign Currency Cheque Deposits bull Foreign Currency Remittances bull Forex Plus Card
E Payment Services bull Net Safe bull Prepaid Refill bull Bill Pay bull Direct Pay bull Visa Money Transferbull E-Monies Electronic Funds Transfer bull Excise amp Service Tax Payment
F Access Your Bank - One View bull Insta Alerts bull Mobile Banking bull ATM bull Phone Banking bull Branch Network
G Cards bull Silver Credit Card bull Gold Credit Card bull Womans Gold Credit Card bull Platinum plus Credit Card bull Titanium Credit Card bull Value plus Credit Card bull Health plus Credit Cardbull HDFC Bank Idea Silver Cardbull HDFC Bank Idea Gold Card
2 WHOLESALE BANKING SERVICESbull Funded Servicesbull Non Funded Servicesbull Value Added Servicesbull Internet Bankingbull Clearing Sub-Membership
bull RTGS ndash sub membershipbull Fund Transferbull ATM Tie-upsbull Corporate Salary acbull Tax Collectionbull Financial Institutionsbull Mutual Fundsbull Stock Brokersbull Insurance Companiesbull Commodities Business bull Trusts
3 NRI BANKING SERVICESbull Rupee Saving acbull Rupee Current acbull Rupee Fixed Depositsbull Foreign Currency Depositsbull Accounts for Returning Indiansbull Payment Servicesbull Net Safebull Bill Paybull Insta Paybull Direct Paybull Visa Moneybull Online Donationbull Remittances
24 MILESTONES IN THE HISTORY
HDFC Bank began its operations in 1995 with a simple mission to be a World-class Indian Bank They realized that only a single-minded focus on product quality and service excellence would help us get there Today they are proud to say that they are well on our way towards that goal It is extremely gratifying that their efforts towards providing customer convenience have been appreciated both nationally and internationally
2009
Asia Money 2009 Awards
Best Domestic Bank in India
IBA Banking Technology Awards 2009
Best IT Governance Award - Runner up
Global Finance Award
Best Trade Finance Bank in India for 2009
IDRBT Banking Technology Excellence Award 2008
Best IT Governance and Value Delivery
Asian Banker Excellence in Retail Financial Services
Asian Banker Best Retail Bank in India Award 2009
2008
Finance Asia Country Awards for Achievement 2008 Best Bank and Best Cash Management Bank
CNN-IBNIndian of the Year (Business)
Nasscom IT User Award 2008Best IT Adoption in the Banking Sector
Business India Best Bank 2008
Forbes Asia Fab 50 companies in Asia Pacific
Asian Banker Excellence in Retail Financial Services Best Retail Bank 2008
Asiamoney Best local Cash Management Bank Award voted by Corporates
Microsoft amp Indian Express Group Security Strategist Award 2008
World Trade Center Award of honourFor outstanding contribution to international trade services
Business Today-Monitor Group surveyOne of Indias Most Innovative Companies
Financial Express-Ernst amp Young AwardBest Bank Award in the Private Sector category
2007
Dun amp Bradstreet ndash American Express Corporate Best Bank Award 2007Corporate Best Bank Award
The Bombay Stock Exchange and Nasscom Foundations Business for Social Responsibility Awards 2007Best Corporate Social Responsibility Practice Award
Outlook Money amp NDTV ProfitBest Bank Award in the Private sector category
The Asian Banker Excellence in Retail Financial Services AwardsBest Retail Bank in India
Asian BankerOur Managing Director Aditya Puri wins the Leadership Achievement Award for India
25 MERGER
HDFC Bank and Centurion Bank of Punjab merger at share swap ratio of 129 The Boards of HDFC Bank and Centurion Bank of Punjab met on 25 February 2008 and approved subject to due diligence the share swap ratio for the proposed merger of Centurion Bank of Punjab with HDFC Bank The Scheme of Amalgamation envisages a share exchange ratio of one share of HDFC Bank for twenty nine shares of Centurion Bank of Punjab The combined entity would have a nationwide network of 1148 branches (the largest amongst private sector Banks) a strong deposit base of around Rs 1200 billion and net advances of around Rs 850billion The balance sheet size of the combined entity would be over Rs 1500 billion Commenting on the proposed merger Mr Deepak Parekh Chairman HDFC said ldquoWe were amongst the first to get a banking license the first to do a merger in the private sector with Times Bank in 1999 and now if this deal happens it would be the largest merger in the private sector banking space in India HDFC Bank was looking for an appropriate merger opportunity that would add scale geography and experienced staff to its franchise This opportunity arose and we thought it is an attractive route to supplement HDFC Bankrsquos organic growth We believe that Centurion Bank of Punjab would be the right fit in terms of culture strategic intent and approach to businessrdquo Mr Aditya Puri Managing Director HDFC Bank said ldquoThese are exciting times for the Indian banking industry The proposed merger will position the combined entity to significantly exploit opportunities in a market globally recognized as one of the fastest growing Irsquom particularly bullish about the potential of business synergies and cultural fit between the two organizations The combined entity will be an even greater force in the marketrdquo Mr Rana Talwar Chairman Centurion Bank of Punjab stated ldquoOver the last few years Centurion Bank of Punjab has set benchmarks for growth The bank today has a large nationwide network an extremely valuable franchise 7500
talented employees and strong leadership positions in the market place I believe that the merger with HDFC Bank will create a world class bank in quality and scale and will set the stage to compete with banks both locally as well on a global levelrdquo
Mr Shailendra Bhandari Managing Director and CEO Centurion Bank of Punjab said ldquoWe are extremely pleased to receive the go ahead from our board to pursue this opportunity A merger between the banks provides significant synergies to the combined entity The proposed merger would further improve the franchise and customer proposition offered by the individual banksrdquo
26 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
INTEGRITY CUSTOMER CENTRIC PEOPLE CARE ldquoONE FOR ALL AND ALL FOR ONErdquo TEAM WORK JOY AND SIMPLICITY
CHAPTER 3- RESEARCH OBJECTIVES AND SCOPE OF RESEARCH PROJECT
31 PROBLEM DEFINATION
Personal Banker were with good background human being and through rigorous process of recruitment but still not able to perform up to the expectation level of company HR is not able to sort out the problem why the performance is not coming even after giving the full marketing and operational support The communication technique and dealing with the customers is also a problem to the personal banker
32 OBJECTIVES OF RESEARCH PROJECT
321 PRIMARY OBJECTIVES
bull To acquire new customer by convincing them and to promote the benefits of those which are provided by the bank
bull To find the different way of convincing customersbull To study brand image of the bankbull To increase the business of the bank
322 SECONDARY OBJECTIVES
bull To determine the need and purpose of a personal bankerbull To understand the deciding criteria for people to become a personal bankerbull To offer suggestions based upon the findings
33 PRODUCT SCOPE
Studying the increasing business scope of the bank Market segmentation to find the potential customers for the bank To study how the various products are positioned in the market Corporate marketing of products Customersrsquo perception on the various products of the bank
CHAPTER 4- RESEARCH METHODOLOGY AND LIMITATIONS
All the findings and conclusions obtained are based on the survey done in the working area within the time limit I tried to select the sample representative of the whole group during my summer training I have collected data from people linked with different professional at Gorakhpur
41 RESEARCH PLAN
411 PRELIMINARY INVESTIGATION
bull In which data on the situation surrounding the problems shall be gathered to arrive atbull The correct definition of the problem An understanding of its environment
412 EXPLORATORY STUDY
To determine the approximate area where the problem lies
42 RESEARCH DESIGN
Research was initiated by examining the secondary data to gain insight into the problem By analyzing the secondary data the study aim is to explore the short comings of the present system and primary data will help to validate the analysis of secondary data besides on unrevealing the areas which calls for improvement
421 DEVELOPING THE RESEARCH PLAN
The data for this research project has been collected through self Administration Due to time limitation and other constraints direct personal interview method is used A structured questionnaire was framed as it is less time consuming generates specific and to the point
information easier to tabulate and interpret Moreover respondents prefer to give direct answers In questionnaires open ended and closed ended both the types of questions has been used
422 COLLECTION OF DATA
1 SECONDARY DATA It was collected from internal sources The secondary data was collected on the basis of organizational file official records news papers magazines management books preserved information in the companyrsquos database and website of the company
2 PRIMARY DATA All the people from different profession were personally visited and interviewed They were the main source of Primary data The method of collection of primary data was direct personal interview through a structured questionnaire
43 SAMPLING PLAN Since it is not possible to study whole universe it becomes necessary to take sample from the universe to know about its characteristics
bull Sampling Units Different professionals Chartered Accountants Tax Consultants Lawyers Business Man Professionals and House Wives of Gorakhpur
bull Sample Technique Random Sampling
bull Research Instrument Structured Questionnaire bull Contact Method Personal Interview
44 SAMPLE SIZE My sample size for this project was 50 respondents Since it was not possible to cover the whole universe in the available time period it was necessary for me to take a sample size of 50 respondents
45 DATA COLLECTION INSTRUMENT DEVELOPMENT The mode of collection of data will be based on Survey Method and Field Activity Primary data collection will base on personal interview I have prepared the questionnaire according to the necessity of the data to be collected
46 RESEARCH LIMITATIONS
It was not possible to understand thoroughly about the different marketing aspects of the Financial Consultant within 60 days As stipend money was not given it was difficult to continue the project work All the work was limited in some limited areas of Gorakhpur so the findings should not be generalized The area of research was Gorakhpur and it was too vast an area to cover within 60 days
CHAPTER 5-DATA ANALYSIS INTERPRETATION AND PRESENTATION
Q1Your AgeAns
1 18-23 Years 10 Person 2 24-29 Years 20 Person 3 30-35 Years 10 Person4 35 Years and above 10 Person
Base 50 respondents Interpretation From above response it can be seen that
bull 20 respondentrsquos age are 18 to 23 years bull 35 respondentrsquos age are 24 to 29 years bull 30 respondentrsquos age are 30 to 35 yearsbull 15 respondentrsquos age are 35 to above years
Q2 Marital Status bull Married bull Single
No of Children __________Ans
bull Married 32 Personbull Single 18 Personbull No of Children Nil
Interpretation From above response it can be seen that bull 70 respondents are marriedbull 30 respondents are unmarried
Q3 Educational Qualificationbull Undergraduate bull Graduate bull Postgraduate
9Ansbull Undergraduate 10 Person bull Graduate 22 Person bull Postgraduate 18 Person
Interpretation From above response it can be seen thatbull 25 respondents are Under graduatebull 40 respondents are Graduatebull 35 respondents are Post graduate
Q4 Number Of yearrsquos Are You in Gorakhpur bull Less than five yearrsquos bull More than five yearrsquos
Ansbull Less than five yearrsquos 17 Personbull More than five yearrsquos 33 Person
Interpretation From above response it can be seen thatbull 39 respondents are in Gorakhpur for less than five yearsbull 61 respondents are in Gorakhpur for more than five years
Q5 Your Occupation bull Businessbull Profession bull Service
Ansbull Business 13 Personbull Profession 17 Personbull Service 20 Person
Interpretation From above response it can be seen thatbull 20 respondents Occupation is Businessbull 26 respondents Occupation is Profession bull 54 respondents Occupation is Service
Q6 Your annual household income bull Less than 2 lacs bull Between 2 to 5 lacsbull Between 5to 8 lacsbull More than 8 lacs
Ansbull Less than 2 lacs 32 Personbull Between 2 to 5 lacs 13 Personbull Between 5to 8 lacs 3 Personbull More than 8 lacs 2 Person
Interpretation From above response it can be seen thatbull 49 respondentrsquos annual household income is less than 2 lacsbull 31 respondentrsquos annual household income is between 2 to 5 lacs bull 15 respondentrsquos annual household income is between 5 to 8 lacs bull 5 respondentrsquos annual household income is more than 8 lacs
Q7 What is your perception about different productsservices provided by HDFC bank bull Lucrative bull Not lucrative bull No idea
Ansbull Lucrative 12 Personbull Not lucrative 33 Personbull No idea 5 Person
Interpretation From above response it can be seen thatbull 25 respondentrsquos perception about different products is lucrativebull 60 respondentrsquos perception about different
products is not lucrativebull 15 respondentrsquos have no idea
Q8 Do you want to open an account with HDFC bank bull Yesbull No bull Will tell later
Ansbull Yes 8 Personbull No 5 Personbull Will tell later 37 Person
Interpretation From above response it can be seen thatbull 80 respondents are not interested to open an account with the bankbull 5 respondents are interested to open an account with the bankbull 15 of the respondents say that they will tell later
Q9 Do you have all the documents which are required to open an accountbull Yesbull No
Ansbull Yes 15 Personbull No 35 Person
Interpretation From above response it can be seen thatbull 60 respondents have all the documents which are required to open an account with the
bankbull 25 respondents do not have all the documents which are required to open an account
with the bank
Q10 Are you aware that the bank provides you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull Yes bull No
Ans bull Yes 32 Personbull No 18 Person
Interpretation From above response it can be seen thatbull 20 respondents are aware of itbull 40 respondents are not aware of it
Q11Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
Ans bull Yes 15 Personbull No 35 Person
Interpretation From above response it can be seen thatbull 12 respondents are familiar with different terms and conditions which are very much
essential to maintain account with the bank bull 88 respondents have no idea about it
Q13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
Ans bull Yes 38 Personbull No 12 Person
Interpretation From above response it can be seen that
bull 41 respondents are known about HDFC Bankrsquos recruitment policies related to personal banker
bull 59 respondents are not known about HDFC Bankrsquos recruitment policies related to personal banker
CHAPTER 6- CONCLUSIONS AND SUGGESTIONS
61 CONCLUSIONS
HDFC Bank the banking arm of HDFC is expected to go on stream The bank already has good number of employees on board and is recruiting personal banker heavily to take the headcount to many more It is on the brim of increasing its customers through its attractive schemes and offer
The project opportunities provided was market segmentation and identifying prospective customers in potential geographical location and convincing them to attract more customers so that new business opportunities of the bank can be explored Through this project it could be concluded that people are not much aware about the various products of the bank and many of them not interested to open an account to invest money at all services was considered as unsought good which require hard core selling but in changing trend in income and people becoming financially literate the demand for banking sector is increasing day by day
So at last the conclusion is that there is tough competition ahead for the company from its major competitors in the banking sector Last but not the least I would like to thank HDFC Bank for giving me an opportunity to work in the field of Marketing and Operation I hope the company finds my analysis relevant
62 SUGGESTIONS
Finally some recommendations for the company are as fallows-
bull To make people aware about the benefit of becoming a customer of HDFC Bank following activities of advertisement should be done through
1 Print Media 2 Hoarding amp Banners3 Stalls in Trade Fares 4 Distribution of leaflets containing details information
Other facilities must be provide to the customerbull The bank should provide life time valid ATM card to all its customers
bull Minimum balance for savings account should be reduced from Rs 10000 to Rs 1000 so that people who are not financially strong enough can maintain their account properly
bull The company should provide a pass book to all its customersbull Make people understand about the various benefits of its productsbull Company should organize the program in the society so that people will be aware about
the company and different products of the bankbull Company should open more branches in different cities
CHAPTER 7- LIMITATIONS
Every work has its own limitation Limitations are extent to which the process should not exceed Limitations of this project are
bull The project was constrained by time limit of two monthsbull Mindset of people may very depending upon their age gender income etc bull Getting appointment from the concern person was very difficultbull People mind set about the survey was obstacles in acquiring complete Respondents were
very busy in their schedule So it was very time consuming for information amp positive interaction them to answer all the questions properly
ANNEXURES
1 QUESTIONNAIRE
DearSirMadamName helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Address helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Contact No reghelliphelliphelliphelliphelliphellip( O)helliphelliphelliphelliphelliphellip (M)helliphelliphelliphelliphelliphelliphelliphelliphellip City helliphelliphellipPin helliphelliphelliphelliphelliphelliphellipState helliphelliphelliphelliphelliphelliphelliphelliphellipI am a student of Mangalmay Institute of Management Studies presently doing a project onldquoIN WHICH AREA MORE FOCUS MARKETING OR OPERATIONrdquoI request you to kindly fill the questionnaire below and I assure you that the data generated shall be kept confidential1 Your Age ____________________ 2 Education Qualification
1 Undergraduate 2 Graduate 3 Postgraduate
3 Marital Status bull Married bull Single No of Children __________
4 Number Of yearrsquos Are You in Gorakhpur bull Less than five yearrsquos bull More than five yearrsquos
5 Occupationbull Businessbull Profession bull Service
(Please mention below the type of businessprofession you are in incase of service please mention your organization name and designation)
6Your annual household income bull ltthan 2 lack bull Between 2 to 5 lack bull Between 5 to 8 lack bull gtthan 8 lack
7 What is your perception about different products and services offered by HDFC Bank
bull Lucrative bull Not lucrative bull No idea
9 Do you want to open an savings account with HDFC Bankbull Lucrative bull Not lucrative bull No idea
10 Do you have all the documents which are required to open an accountbull Yes bull No
11 Are you aware of that HDFC Bank provide you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull yes bull No
12 Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
DatePlace Signature
Thank You
BIBLIOGRAPHY
1 BOOKS
Marketing Management (10th Edition) Marketing Management (3rd Edition) Research Methodology (2nd Edition) Research Methodology(3rd Edition)
AUTHORS Philip Kotler VS Ramaswamy CRKothary SP Kasande
2 NEWS PAPERS bull Times of India bull Financial Express
3 WEBSITESwwwhdfcbankcom wwwgooglecom
CHAPTER 1- INTRODUCTION
11 THE TOPIC ldquoIN WHICH AREA MORE FOCUS MARKETING OR OPERATIONrdquo
At HDFC Bank I was assigned with the topic as ldquoIn Which Area more focus Marketing or Operationrdquo for my project work I joined the company as a Personal Banker The selection of the topic was to know how the company generates business through them
Personal Banker are those sources of a company who have their own relations and personal contacts among common public that they use to generate business through
12 REASON FOR SELECTION OF THIS TOPIC
The financial sector is one of the booming and increasing sectors in India The Personal Banker are one of the most powerful efficient and effective channel through which the company sales its various types of financial products and company takes operational work also It is really difficult to convince customers and sell a single product and accomplish operational work Whereas in my entire project work I found my interest in working in a team dealing with customers and finally convincing them to buy a product
13 IMPORTANCE TO THE COMPANY
The ultimate purpose of giving me this topic was to know about the customerrsquos perceptions about the different products of the bank and to know about operational process how these products can attract them and how the company can generate maximum profit by convincing them through personal banker and to better understand customer requirement and to understand operational methodology
14 LEARNING FROM THE STUDY
The process of bank related transaction bank related various terms work environment of HDFC Bank Different products and services provided by the bank Customersrsquo perception about the different products The brand image of the bank What are the problems faced by customer on daily basis How to communicate with the customers Different techniques of dealing with the customers How to convince and convert a customer into a real customer and at the last how to better response to the customer problem
CHAPTER 2-ORGANIZATION PROFILE
21 COMPANY HISTORY 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 RBIs liberalization of the Indian Banking Industry in 1994 The bank was incorporated in August 1994 in the name of HDFC Bank Limited with its registered office in Mumbai India HDFC Bank commenced operations as a Scheduled Commercial Bank in January 1995
PROMOTER
HDFC is Indias premier housing finance company and enjoys an impeccable track record in India as well as in international markets Since its inception in 1977 the Corporation has maintained a consistent and healthy growth in its operations to remain the market leader in mortgages Its outstanding loan portfolio covers well over a million dwelling units HDFC has developed significant expertise in retail mortgage loans to different market segments and also has a large corporate client base for its housing related credit facilities With its experience in the financial markets a strong market reputation large shareholder base and unique consumer franchise HDFC was ideally positioned to promote a bank in the Indian environment
BUSINESS FOCUS
HDFC Banks mission is to be a World-Class Indian Bank The objective is to build sound customer franchises across distinct businesses so as to be the preferred provider of banking services for target retail and wholesale customer segments and to achieve healthy growth in profitability consistent with the banks risk appetite The bank is committed to maintain the highest level of ethical standards professional integrity corporate governance and regulatory compliance HDFC Banks business philosophy is based on four core values - Operational Excellence Customer Focus Product Leadership and People
CAPITAL STRUCTURE
The authorized capital of HDFC Bank is Rs550 crore (Rs55 billion) The paid-up capital is Rs4246 crore (Rs42 billion) The HDFC Group holds 194 of the banks equity and about 176 of the equity is held by the ADS Depository (in respect of the banks American Depository Shares (ADS) Issue) Roughly 28 of the equity is held by Foreign Institutional Investors (FIIs) and the bank has about 570000 shareholders The shares are listed on the Stock Exchange Mumbai and the National Stock Exchange The banks American Depository Shares are listed on the New York Stock Exchange (NYSE) under the symbol HDB
DISTRIBUTION NETWORK
HDFC Bank headquartered is in Mumbai The Bank at present has an enviable network of over 1229 branches spread over 444 cities across India All branches are linked on an online real-time basis Customers in over 120 locations are also serviced through Telephone Banking The Banks expansion plans take into account the need to have a presence in all major industrial and commercial centers where its corporate customers are located as well as the need to build a strong retail customer base for both deposits and loan products Being a clearingsettlement bank to various leading stock exchanges the Bank has branches in the centers where the NSEBSE has a strong and active member base The Bank also has a network of about over 2526 networked ATMs across these cities Moreover HDFC Banks ATM network can be accessed by all domestic and international VisaMasterCard Visa ElectronMaestro PlusCirrus and American Express CreditCharge cardholders
STRONG NATIONAL NETWORK
WORK PLACE TRANSFORMATION
FIVE ldquoSrdquo PART OF KAIZEN
Focus on effective work place organization
believe in
ldquoSmall changes lead to large improvementrdquo
Every successful organization have their own strategy to win the race in the competitive market They use some technique and methodology for smooth running of business HDFC BANK also acquired the Japanese technique for smooth running of work and effective work place organization
Five lsquoSrsquo Part of Kaizen is the technique which is used in the bank for easy and systematic work place and eliminating unnecessary things from the work place
BENEFIT OF FIVE ldquoSrdquo
bull It can be started immediatelybull Every one has to participatebull Five ldquoSrdquo is an entirely people driven initiativesbull Brings in concept of ownershipbull All wastage are made visible
FIVE lsquoSrsquo
S-1 SORT SEIRI
S-2 SYSTEMATIZE SEITON
S-3 SPIC-N-SPAN SEIRO
S-4 STANDARDIZE SEIKETSU
S-5 SUSTAIN SHITSUKE
1 SORT
It focus on eliminating unnecessary items from the work place It is excellent way to free up valuable floor space It segregate items as per ldquorequire and wantedrdquo
2 SYSTEMATIZE
Systematize is focus on efficient and effective Storage method That means it identify organize and arrange retrieval It largely focus on good labeling and identification practicesObjective ldquoA place for everything and everything in its placerdquo
3 SPIC- n - SPAN
Spic-n-Span focuses on regular clearing and self inspection It brings in the sense of ownership
4 STANDERDIZE
It focuses on simplification and standardization It involves standard rules and policies It establish checklist to facilitate autonomous maintenance of workplace It assigns responsibility for doing various jobs and decides on Five S frequency
5 SUSTAIN
It focuses on defining a new status and standard of organized work place Sustain means regular training to maintain standards developed under S-4 It brings in self- discipline and commitment towards workplace organization
COLOR CODING
In the HDFC BANK each department has their different color coding apply on the different file Due to this everyone aware about their particular color file which is coding on it and they save their valuable time It is a part of Kaizen and also included in the system of the Five lsquoSrsquo Logic behind it that the color coding are always differentiate the things from the similar one
HUMAN RESOURCES
The Bankrsquos staffing needs continued to increase during the year
DEPARTMENT
Welcome Desk
Personal Banker
Teller
Relationship Manager
Branch Manager
Demat
Others
particularly in the retail banking businesses in line with the business growth Total number of employees increased from 14878 as of March31 2006 to 21477 as of March 31 2008The Bank continues to focus on training its employees on a continuing basis both on the job and through training programs conducted by internal and external faculty
The Bank has consistently believed that broader employee ownership of its shares has a positive impact on its performance and employee motivation The Bankrsquos employee stock option scheme so far covers around 9000 employees
MANAGEMENT
Mr Jagdish Capoor took over as the banks Chairman in July 2001 Prior to this Mr Capoor was a Deputy Governor of the Reserve Bank of India The Managing Director Mr Aditya Puri has been a professional banker for over 25 years and before joining HDFC Bank in 1994 was heading Citibanks operations in Malaysia The Banks Board of Directors is composed of eminent individuals with a wealth of experience in public policy administration industry and commercial banking Senior executives representing HDFC are also on the Board Senior banking professionals with substantial experience in India and abroad head various businesses and functions and report to the Managing Director Given the professional expertise of the management team and the overall focus on recruiting and retaining the best talent in the industry the bank believes that its people are a significant competitive strength
TECHNOLOGY
HDFC Bank operates in a highly automated environment in terms of information technology and communication systems All the banks 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 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 The Banks 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
HDFC BANK business strategy emphasizes the following
Increase market share in Indiarsquos expanding banking and financial services industry by following a disciplined growth strategy focusing on quality and not on quantity and delivering high quality customer service Leverage our technology platform and open scaleable systems to deliver more products to more customers and to control operating costs Maintain current high standards for asset quality through disciplined credit risk managementDevelope innovative
products and services that attract the targeted customers and address inefficiencies in the Indian financial sector Continue to develop products and services that reduce bankrsquos cost of funds Focus on high earnings growth with low volatility 22 PRODUCT SCOPE
HDFC Bank offers a bunch of products and services to meet the every need of the people The company cares for both individuals as well as corporate and small and medium enterprises For individuals the company has a range accounts investment and pension scheme different types of loans and cards that assist the customers The customers can choose the suitable one from a range of products which will suit their life-stage and needs For organizations the company has a host of customized solutions that range from funded services Non-funded services Value addition services Mutual fund etc These affordable plans apart from providing long term value to the employees help in enhancing goodwill of the company The products of the company are categorized into various sections which are as follows
bull Accounts and depositsbull Loansbull Investments and Insurance bull Forex and payment services bull Cards bull Customer center
23 PRODUCTS AND SERVICES AT A GLANCE
1 PERSONAL BANKING SERVICES
A Accounts amp Deposits Savings Account
bull Regular Savings Account bull Savings Plus Accountbull Savings Max Accountbull Senior Citizens Account bull No Frills Account bull Institutional Savings Account bull Payroll Salary Account bull Classic Salary Account bull Regular Salary Accountbull Premium Salary Account bull Defence Salary Account bull Kids Advantage Account bull Pension Saving Bank Account
bull Family Savings Account bull Kisan No Frills Savings Account bull Kisan Club Savings Account
Current Accountbull Plus Current Account bull Trade Current Account bull Premium Current Account bull Regular Current Account bull Apex Current Account bull Max Current Accountbull Reimbursement Current Account
Fixed Depositbull Regular Fixed Deposit bull Super Saver Account bull Sweep-in Account
Recurring DepositDemat AccountSafe Deposit Locker
B Loans bull Personal Loans bull Home Loans bull Two Wheeler Loans bull New Car Loans bull Used Car Loans bull Overdraft against Car bull Express Loans bull Loan against Securities bull Loan against Property bull Commercial Vehicle Finance bull Working Capital Finance bull Construction Equipment Finance
C Investments amp Insurance bull Mutual Funds bull Insurance bull Bonds bull Financial Planning bull Knowledge Centre bull Equities amp Derivatives bull Mudra Gold Bar
D Forex Services bull Trade Finance bull Travelerrsquos Cheques bull Foreign Currency Cash bull Foreign Currency Drafts bull Foreign Currency Cheque Deposits bull Foreign Currency Remittances bull Forex Plus Card
E Payment Services bull Net Safe bull Prepaid Refill bull Bill Pay bull Direct Pay bull Visa Money Transferbull E-Monies Electronic Funds Transfer bull Excise amp Service Tax Payment
F Access Your Bank - One View bull Insta Alerts bull Mobile Banking bull ATM bull Phone Banking bull Branch Network
G Cards bull Silver Credit Card bull Gold Credit Card bull Womans Gold Credit Card bull Platinum plus Credit Card bull Titanium Credit Card bull Value plus Credit Card bull Health plus Credit Cardbull HDFC Bank Idea Silver Cardbull HDFC Bank Idea Gold Card
2 WHOLESALE BANKING SERVICESbull Funded Servicesbull Non Funded Servicesbull Value Added Servicesbull Internet Bankingbull Clearing Sub-Membership
bull RTGS ndash sub membershipbull Fund Transferbull ATM Tie-upsbull Corporate Salary acbull Tax Collectionbull Financial Institutionsbull Mutual Fundsbull Stock Brokersbull Insurance Companiesbull Commodities Business bull Trusts
3 NRI BANKING SERVICESbull Rupee Saving acbull Rupee Current acbull Rupee Fixed Depositsbull Foreign Currency Depositsbull Accounts for Returning Indiansbull Payment Servicesbull Net Safebull Bill Paybull Insta Paybull Direct Paybull Visa Moneybull Online Donationbull Remittances
24 MILESTONES IN THE HISTORY
HDFC Bank began its operations in 1995 with a simple mission to be a World-class Indian Bank They realized that only a single-minded focus on product quality and service excellence would help us get there Today they are proud to say that they are well on our way towards that goal It is extremely gratifying that their efforts towards providing customer convenience have been appreciated both nationally and internationally
2009
Asia Money 2009 Awards
Best Domestic Bank in India
IBA Banking Technology Awards 2009
Best IT Governance Award - Runner up
Global Finance Award
Best Trade Finance Bank in India for 2009
IDRBT Banking Technology Excellence Award 2008
Best IT Governance and Value Delivery
Asian Banker Excellence in Retail Financial Services
Asian Banker Best Retail Bank in India Award 2009
2008
Finance Asia Country Awards for Achievement 2008 Best Bank and Best Cash Management Bank
CNN-IBNIndian of the Year (Business)
Nasscom IT User Award 2008Best IT Adoption in the Banking Sector
Business India Best Bank 2008
Forbes Asia Fab 50 companies in Asia Pacific
Asian Banker Excellence in Retail Financial Services Best Retail Bank 2008
Asiamoney Best local Cash Management Bank Award voted by Corporates
Microsoft amp Indian Express Group Security Strategist Award 2008
World Trade Center Award of honourFor outstanding contribution to international trade services
Business Today-Monitor Group surveyOne of Indias Most Innovative Companies
Financial Express-Ernst amp Young AwardBest Bank Award in the Private Sector category
2007
Dun amp Bradstreet ndash American Express Corporate Best Bank Award 2007Corporate Best Bank Award
The Bombay Stock Exchange and Nasscom Foundations Business for Social Responsibility Awards 2007Best Corporate Social Responsibility Practice Award
Outlook Money amp NDTV ProfitBest Bank Award in the Private sector category
The Asian Banker Excellence in Retail Financial Services AwardsBest Retail Bank in India
Asian BankerOur Managing Director Aditya Puri wins the Leadership Achievement Award for India
25 MERGER
HDFC Bank and Centurion Bank of Punjab merger at share swap ratio of 129 The Boards of HDFC Bank and Centurion Bank of Punjab met on 25 February 2008 and approved subject to due diligence the share swap ratio for the proposed merger of Centurion Bank of Punjab with HDFC Bank The Scheme of Amalgamation envisages a share exchange ratio of one share of HDFC Bank for twenty nine shares of Centurion Bank of Punjab The combined entity would have a nationwide network of 1148 branches (the largest amongst private sector Banks) a strong deposit base of around Rs 1200 billion and net advances of around Rs 850billion The balance sheet size of the combined entity would be over Rs 1500 billion Commenting on the proposed merger Mr Deepak Parekh Chairman HDFC said ldquoWe were amongst the first to get a banking license the first to do a merger in the private sector with Times Bank in 1999 and now if this deal happens it would be the largest merger in the private sector banking space in India HDFC Bank was looking for an appropriate merger opportunity that would add scale geography and experienced staff to its franchise This opportunity arose and we thought it is an attractive route to supplement HDFC Bankrsquos organic growth We believe that Centurion Bank of Punjab would be the right fit in terms of culture strategic intent and approach to businessrdquo Mr Aditya Puri Managing Director HDFC Bank said ldquoThese are exciting times for the Indian banking industry The proposed merger will position the combined entity to significantly exploit opportunities in a market globally recognized as one of the fastest growing Irsquom particularly bullish about the potential of business synergies and cultural fit between the two organizations The combined entity will be an even greater force in the marketrdquo Mr Rana Talwar Chairman Centurion Bank of Punjab stated ldquoOver the last few years Centurion Bank of Punjab has set benchmarks for growth The bank today has a large nationwide network an extremely valuable franchise 7500
talented employees and strong leadership positions in the market place I believe that the merger with HDFC Bank will create a world class bank in quality and scale and will set the stage to compete with banks both locally as well on a global levelrdquo
Mr Shailendra Bhandari Managing Director and CEO Centurion Bank of Punjab said ldquoWe are extremely pleased to receive the go ahead from our board to pursue this opportunity A merger between the banks provides significant synergies to the combined entity The proposed merger would further improve the franchise and customer proposition offered by the individual banksrdquo
26 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
INTEGRITY CUSTOMER CENTRIC PEOPLE CARE ldquoONE FOR ALL AND ALL FOR ONErdquo TEAM WORK JOY AND SIMPLICITY
CHAPTER 3- RESEARCH OBJECTIVES AND SCOPE OF RESEARCH PROJECT
31 PROBLEM DEFINATION
Personal Banker were with good background human being and through rigorous process of recruitment but still not able to perform up to the expectation level of company HR is not able to sort out the problem why the performance is not coming even after giving the full marketing and operational support The communication technique and dealing with the customers is also a problem to the personal banker
32 OBJECTIVES OF RESEARCH PROJECT
321 PRIMARY OBJECTIVES
bull To acquire new customer by convincing them and to promote the benefits of those which are provided by the bank
bull To find the different way of convincing customersbull To study brand image of the bankbull To increase the business of the bank
322 SECONDARY OBJECTIVES
bull To determine the need and purpose of a personal bankerbull To understand the deciding criteria for people to become a personal bankerbull To offer suggestions based upon the findings
33 PRODUCT SCOPE
Studying the increasing business scope of the bank Market segmentation to find the potential customers for the bank To study how the various products are positioned in the market Corporate marketing of products Customersrsquo perception on the various products of the bank
CHAPTER 4- RESEARCH METHODOLOGY AND LIMITATIONS
All the findings and conclusions obtained are based on the survey done in the working area within the time limit I tried to select the sample representative of the whole group during my summer training I have collected data from people linked with different professional at Gorakhpur
41 RESEARCH PLAN
411 PRELIMINARY INVESTIGATION
bull In which data on the situation surrounding the problems shall be gathered to arrive atbull The correct definition of the problem An understanding of its environment
412 EXPLORATORY STUDY
To determine the approximate area where the problem lies
42 RESEARCH DESIGN
Research was initiated by examining the secondary data to gain insight into the problem By analyzing the secondary data the study aim is to explore the short comings of the present system and primary data will help to validate the analysis of secondary data besides on unrevealing the areas which calls for improvement
421 DEVELOPING THE RESEARCH PLAN
The data for this research project has been collected through self Administration Due to time limitation and other constraints direct personal interview method is used A structured questionnaire was framed as it is less time consuming generates specific and to the point
information easier to tabulate and interpret Moreover respondents prefer to give direct answers In questionnaires open ended and closed ended both the types of questions has been used
422 COLLECTION OF DATA
1 SECONDARY DATA It was collected from internal sources The secondary data was collected on the basis of organizational file official records news papers magazines management books preserved information in the companyrsquos database and website of the company
2 PRIMARY DATA All the people from different profession were personally visited and interviewed They were the main source of Primary data The method of collection of primary data was direct personal interview through a structured questionnaire
43 SAMPLING PLAN Since it is not possible to study whole universe it becomes necessary to take sample from the universe to know about its characteristics
bull Sampling Units Different professionals Chartered Accountants Tax Consultants Lawyers Business Man Professionals and House Wives of Gorakhpur
bull Sample Technique Random Sampling
bull Research Instrument Structured Questionnaire bull Contact Method Personal Interview
44 SAMPLE SIZE My sample size for this project was 50 respondents Since it was not possible to cover the whole universe in the available time period it was necessary for me to take a sample size of 50 respondents
45 DATA COLLECTION INSTRUMENT DEVELOPMENT The mode of collection of data will be based on Survey Method and Field Activity Primary data collection will base on personal interview I have prepared the questionnaire according to the necessity of the data to be collected
46 RESEARCH LIMITATIONS
It was not possible to understand thoroughly about the different marketing aspects of the Financial Consultant within 60 days As stipend money was not given it was difficult to continue the project work All the work was limited in some limited areas of Gorakhpur so the findings should not be generalized The area of research was Gorakhpur and it was too vast an area to cover within 60 days
CHAPTER 5-DATA ANALYSIS INTERPRETATION AND PRESENTATION
Q1Your AgeAns
1 18-23 Years 10 Person 2 24-29 Years 20 Person 3 30-35 Years 10 Person4 35 Years and above 10 Person
Base 50 respondents Interpretation From above response it can be seen that
bull 20 respondentrsquos age are 18 to 23 years bull 35 respondentrsquos age are 24 to 29 years bull 30 respondentrsquos age are 30 to 35 yearsbull 15 respondentrsquos age are 35 to above years
Q2 Marital Status bull Married bull Single
No of Children __________Ans
bull Married 32 Personbull Single 18 Personbull No of Children Nil
Interpretation From above response it can be seen that bull 70 respondents are marriedbull 30 respondents are unmarried
Q3 Educational Qualificationbull Undergraduate bull Graduate bull Postgraduate
9Ansbull Undergraduate 10 Person bull Graduate 22 Person bull Postgraduate 18 Person
Interpretation From above response it can be seen thatbull 25 respondents are Under graduatebull 40 respondents are Graduatebull 35 respondents are Post graduate
Q4 Number Of yearrsquos Are You in Gorakhpur bull Less than five yearrsquos bull More than five yearrsquos
Ansbull Less than five yearrsquos 17 Personbull More than five yearrsquos 33 Person
Interpretation From above response it can be seen thatbull 39 respondents are in Gorakhpur for less than five yearsbull 61 respondents are in Gorakhpur for more than five years
Q5 Your Occupation bull Businessbull Profession bull Service
Ansbull Business 13 Personbull Profession 17 Personbull Service 20 Person
Interpretation From above response it can be seen thatbull 20 respondents Occupation is Businessbull 26 respondents Occupation is Profession bull 54 respondents Occupation is Service
Q6 Your annual household income bull Less than 2 lacs bull Between 2 to 5 lacsbull Between 5to 8 lacsbull More than 8 lacs
Ansbull Less than 2 lacs 32 Personbull Between 2 to 5 lacs 13 Personbull Between 5to 8 lacs 3 Personbull More than 8 lacs 2 Person
Interpretation From above response it can be seen thatbull 49 respondentrsquos annual household income is less than 2 lacsbull 31 respondentrsquos annual household income is between 2 to 5 lacs bull 15 respondentrsquos annual household income is between 5 to 8 lacs bull 5 respondentrsquos annual household income is more than 8 lacs
Q7 What is your perception about different productsservices provided by HDFC bank bull Lucrative bull Not lucrative bull No idea
Ansbull Lucrative 12 Personbull Not lucrative 33 Personbull No idea 5 Person
Interpretation From above response it can be seen thatbull 25 respondentrsquos perception about different products is lucrativebull 60 respondentrsquos perception about different
products is not lucrativebull 15 respondentrsquos have no idea
Q8 Do you want to open an account with HDFC bank bull Yesbull No bull Will tell later
Ansbull Yes 8 Personbull No 5 Personbull Will tell later 37 Person
Interpretation From above response it can be seen thatbull 80 respondents are not interested to open an account with the bankbull 5 respondents are interested to open an account with the bankbull 15 of the respondents say that they will tell later
Q9 Do you have all the documents which are required to open an accountbull Yesbull No
Ansbull Yes 15 Personbull No 35 Person
Interpretation From above response it can be seen thatbull 60 respondents have all the documents which are required to open an account with the
bankbull 25 respondents do not have all the documents which are required to open an account
with the bank
Q10 Are you aware that the bank provides you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull Yes bull No
Ans bull Yes 32 Personbull No 18 Person
Interpretation From above response it can be seen thatbull 20 respondents are aware of itbull 40 respondents are not aware of it
Q11Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
Ans bull Yes 15 Personbull No 35 Person
Interpretation From above response it can be seen thatbull 12 respondents are familiar with different terms and conditions which are very much
essential to maintain account with the bank bull 88 respondents have no idea about it
Q13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
Ans bull Yes 38 Personbull No 12 Person
Interpretation From above response it can be seen that
bull 41 respondents are known about HDFC Bankrsquos recruitment policies related to personal banker
bull 59 respondents are not known about HDFC Bankrsquos recruitment policies related to personal banker
CHAPTER 6- CONCLUSIONS AND SUGGESTIONS
61 CONCLUSIONS
HDFC Bank the banking arm of HDFC is expected to go on stream The bank already has good number of employees on board and is recruiting personal banker heavily to take the headcount to many more It is on the brim of increasing its customers through its attractive schemes and offer
The project opportunities provided was market segmentation and identifying prospective customers in potential geographical location and convincing them to attract more customers so that new business opportunities of the bank can be explored Through this project it could be concluded that people are not much aware about the various products of the bank and many of them not interested to open an account to invest money at all services was considered as unsought good which require hard core selling but in changing trend in income and people becoming financially literate the demand for banking sector is increasing day by day
So at last the conclusion is that there is tough competition ahead for the company from its major competitors in the banking sector Last but not the least I would like to thank HDFC Bank for giving me an opportunity to work in the field of Marketing and Operation I hope the company finds my analysis relevant
62 SUGGESTIONS
Finally some recommendations for the company are as fallows-
bull To make people aware about the benefit of becoming a customer of HDFC Bank following activities of advertisement should be done through
1 Print Media 2 Hoarding amp Banners3 Stalls in Trade Fares 4 Distribution of leaflets containing details information
Other facilities must be provide to the customerbull The bank should provide life time valid ATM card to all its customers
bull Minimum balance for savings account should be reduced from Rs 10000 to Rs 1000 so that people who are not financially strong enough can maintain their account properly
bull The company should provide a pass book to all its customersbull Make people understand about the various benefits of its productsbull Company should organize the program in the society so that people will be aware about
the company and different products of the bankbull Company should open more branches in different cities
CHAPTER 7- LIMITATIONS
Every work has its own limitation Limitations are extent to which the process should not exceed Limitations of this project are
bull The project was constrained by time limit of two monthsbull Mindset of people may very depending upon their age gender income etc bull Getting appointment from the concern person was very difficultbull People mind set about the survey was obstacles in acquiring complete Respondents were
very busy in their schedule So it was very time consuming for information amp positive interaction them to answer all the questions properly
ANNEXURES
1 QUESTIONNAIRE
DearSirMadamName helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Address helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Contact No reghelliphelliphelliphelliphelliphellip( O)helliphelliphelliphelliphelliphellip (M)helliphelliphelliphelliphelliphelliphelliphelliphellip City helliphelliphellipPin helliphelliphelliphelliphelliphelliphellipState helliphelliphelliphelliphelliphelliphelliphelliphellipI am a student of Mangalmay Institute of Management Studies presently doing a project onldquoIN WHICH AREA MORE FOCUS MARKETING OR OPERATIONrdquoI request you to kindly fill the questionnaire below and I assure you that the data generated shall be kept confidential1 Your Age ____________________ 2 Education Qualification
1 Undergraduate 2 Graduate 3 Postgraduate
3 Marital Status bull Married bull Single No of Children __________
4 Number Of yearrsquos Are You in Gorakhpur bull Less than five yearrsquos bull More than five yearrsquos
5 Occupationbull Businessbull Profession bull Service
(Please mention below the type of businessprofession you are in incase of service please mention your organization name and designation)
6Your annual household income bull ltthan 2 lack bull Between 2 to 5 lack bull Between 5 to 8 lack bull gtthan 8 lack
7 What is your perception about different products and services offered by HDFC Bank
bull Lucrative bull Not lucrative bull No idea
9 Do you want to open an savings account with HDFC Bankbull Lucrative bull Not lucrative bull No idea
10 Do you have all the documents which are required to open an accountbull Yes bull No
11 Are you aware of that HDFC Bank provide you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull yes bull No
12 Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
DatePlace Signature
Thank You
BIBLIOGRAPHY
1 BOOKS
Marketing Management (10th Edition) Marketing Management (3rd Edition) Research Methodology (2nd Edition) Research Methodology(3rd Edition)
AUTHORS Philip Kotler VS Ramaswamy CRKothary SP Kasande
2 NEWS PAPERS bull Times of India bull Financial Express
3 WEBSITESwwwhdfcbankcom wwwgooglecom
PROMOTER
HDFC is Indias premier housing finance company and enjoys an impeccable track record in India as well as in international markets Since its inception in 1977 the Corporation has maintained a consistent and healthy growth in its operations to remain the market leader in mortgages Its outstanding loan portfolio covers well over a million dwelling units HDFC has developed significant expertise in retail mortgage loans to different market segments and also has a large corporate client base for its housing related credit facilities With its experience in the financial markets a strong market reputation large shareholder base and unique consumer franchise HDFC was ideally positioned to promote a bank in the Indian environment
BUSINESS FOCUS
HDFC Banks mission is to be a World-Class Indian Bank The objective is to build sound customer franchises across distinct businesses so as to be the preferred provider of banking services for target retail and wholesale customer segments and to achieve healthy growth in profitability consistent with the banks risk appetite The bank is committed to maintain the highest level of ethical standards professional integrity corporate governance and regulatory compliance HDFC Banks business philosophy is based on four core values - Operational Excellence Customer Focus Product Leadership and People
CAPITAL STRUCTURE
The authorized capital of HDFC Bank is Rs550 crore (Rs55 billion) The paid-up capital is Rs4246 crore (Rs42 billion) The HDFC Group holds 194 of the banks equity and about 176 of the equity is held by the ADS Depository (in respect of the banks American Depository Shares (ADS) Issue) Roughly 28 of the equity is held by Foreign Institutional Investors (FIIs) and the bank has about 570000 shareholders The shares are listed on the Stock Exchange Mumbai and the National Stock Exchange The banks American Depository Shares are listed on the New York Stock Exchange (NYSE) under the symbol HDB
DISTRIBUTION NETWORK
HDFC Bank headquartered is in Mumbai The Bank at present has an enviable network of over 1229 branches spread over 444 cities across India All branches are linked on an online real-time basis Customers in over 120 locations are also serviced through Telephone Banking The Banks expansion plans take into account the need to have a presence in all major industrial and commercial centers where its corporate customers are located as well as the need to build a strong retail customer base for both deposits and loan products Being a clearingsettlement bank to various leading stock exchanges the Bank has branches in the centers where the NSEBSE has a strong and active member base The Bank also has a network of about over 2526 networked ATMs across these cities Moreover HDFC Banks ATM network can be accessed by all domestic and international VisaMasterCard Visa ElectronMaestro PlusCirrus and American Express CreditCharge cardholders
STRONG NATIONAL NETWORK
WORK PLACE TRANSFORMATION
FIVE ldquoSrdquo PART OF KAIZEN
Focus on effective work place organization
believe in
ldquoSmall changes lead to large improvementrdquo
Every successful organization have their own strategy to win the race in the competitive market They use some technique and methodology for smooth running of business HDFC BANK also acquired the Japanese technique for smooth running of work and effective work place organization
Five lsquoSrsquo Part of Kaizen is the technique which is used in the bank for easy and systematic work place and eliminating unnecessary things from the work place
BENEFIT OF FIVE ldquoSrdquo
bull It can be started immediatelybull Every one has to participatebull Five ldquoSrdquo is an entirely people driven initiativesbull Brings in concept of ownershipbull All wastage are made visible
FIVE lsquoSrsquo
S-1 SORT SEIRI
S-2 SYSTEMATIZE SEITON
S-3 SPIC-N-SPAN SEIRO
S-4 STANDARDIZE SEIKETSU
S-5 SUSTAIN SHITSUKE
1 SORT
It focus on eliminating unnecessary items from the work place It is excellent way to free up valuable floor space It segregate items as per ldquorequire and wantedrdquo
2 SYSTEMATIZE
Systematize is focus on efficient and effective Storage method That means it identify organize and arrange retrieval It largely focus on good labeling and identification practicesObjective ldquoA place for everything and everything in its placerdquo
3 SPIC- n - SPAN
Spic-n-Span focuses on regular clearing and self inspection It brings in the sense of ownership
4 STANDERDIZE
It focuses on simplification and standardization It involves standard rules and policies It establish checklist to facilitate autonomous maintenance of workplace It assigns responsibility for doing various jobs and decides on Five S frequency
5 SUSTAIN
It focuses on defining a new status and standard of organized work place Sustain means regular training to maintain standards developed under S-4 It brings in self- discipline and commitment towards workplace organization
COLOR CODING
In the HDFC BANK each department has their different color coding apply on the different file Due to this everyone aware about their particular color file which is coding on it and they save their valuable time It is a part of Kaizen and also included in the system of the Five lsquoSrsquo Logic behind it that the color coding are always differentiate the things from the similar one
HUMAN RESOURCES
The Bankrsquos staffing needs continued to increase during the year
DEPARTMENT
Welcome Desk
Personal Banker
Teller
Relationship Manager
Branch Manager
Demat
Others
particularly in the retail banking businesses in line with the business growth Total number of employees increased from 14878 as of March31 2006 to 21477 as of March 31 2008The Bank continues to focus on training its employees on a continuing basis both on the job and through training programs conducted by internal and external faculty
The Bank has consistently believed that broader employee ownership of its shares has a positive impact on its performance and employee motivation The Bankrsquos employee stock option scheme so far covers around 9000 employees
MANAGEMENT
Mr Jagdish Capoor took over as the banks Chairman in July 2001 Prior to this Mr Capoor was a Deputy Governor of the Reserve Bank of India The Managing Director Mr Aditya Puri has been a professional banker for over 25 years and before joining HDFC Bank in 1994 was heading Citibanks operations in Malaysia The Banks Board of Directors is composed of eminent individuals with a wealth of experience in public policy administration industry and commercial banking Senior executives representing HDFC are also on the Board Senior banking professionals with substantial experience in India and abroad head various businesses and functions and report to the Managing Director Given the professional expertise of the management team and the overall focus on recruiting and retaining the best talent in the industry the bank believes that its people are a significant competitive strength
TECHNOLOGY
HDFC Bank operates in a highly automated environment in terms of information technology and communication systems All the banks 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 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 The Banks 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
HDFC BANK business strategy emphasizes the following
Increase market share in Indiarsquos expanding banking and financial services industry by following a disciplined growth strategy focusing on quality and not on quantity and delivering high quality customer service Leverage our technology platform and open scaleable systems to deliver more products to more customers and to control operating costs Maintain current high standards for asset quality through disciplined credit risk managementDevelope innovative
products and services that attract the targeted customers and address inefficiencies in the Indian financial sector Continue to develop products and services that reduce bankrsquos cost of funds Focus on high earnings growth with low volatility 22 PRODUCT SCOPE
HDFC Bank offers a bunch of products and services to meet the every need of the people The company cares for both individuals as well as corporate and small and medium enterprises For individuals the company has a range accounts investment and pension scheme different types of loans and cards that assist the customers The customers can choose the suitable one from a range of products which will suit their life-stage and needs For organizations the company has a host of customized solutions that range from funded services Non-funded services Value addition services Mutual fund etc These affordable plans apart from providing long term value to the employees help in enhancing goodwill of the company The products of the company are categorized into various sections which are as follows
bull Accounts and depositsbull Loansbull Investments and Insurance bull Forex and payment services bull Cards bull Customer center
23 PRODUCTS AND SERVICES AT A GLANCE
1 PERSONAL BANKING SERVICES
A Accounts amp Deposits Savings Account
bull Regular Savings Account bull Savings Plus Accountbull Savings Max Accountbull Senior Citizens Account bull No Frills Account bull Institutional Savings Account bull Payroll Salary Account bull Classic Salary Account bull Regular Salary Accountbull Premium Salary Account bull Defence Salary Account bull Kids Advantage Account bull Pension Saving Bank Account
bull Family Savings Account bull Kisan No Frills Savings Account bull Kisan Club Savings Account
Current Accountbull Plus Current Account bull Trade Current Account bull Premium Current Account bull Regular Current Account bull Apex Current Account bull Max Current Accountbull Reimbursement Current Account
Fixed Depositbull Regular Fixed Deposit bull Super Saver Account bull Sweep-in Account
Recurring DepositDemat AccountSafe Deposit Locker
B Loans bull Personal Loans bull Home Loans bull Two Wheeler Loans bull New Car Loans bull Used Car Loans bull Overdraft against Car bull Express Loans bull Loan against Securities bull Loan against Property bull Commercial Vehicle Finance bull Working Capital Finance bull Construction Equipment Finance
C Investments amp Insurance bull Mutual Funds bull Insurance bull Bonds bull Financial Planning bull Knowledge Centre bull Equities amp Derivatives bull Mudra Gold Bar
D Forex Services bull Trade Finance bull Travelerrsquos Cheques bull Foreign Currency Cash bull Foreign Currency Drafts bull Foreign Currency Cheque Deposits bull Foreign Currency Remittances bull Forex Plus Card
E Payment Services bull Net Safe bull Prepaid Refill bull Bill Pay bull Direct Pay bull Visa Money Transferbull E-Monies Electronic Funds Transfer bull Excise amp Service Tax Payment
F Access Your Bank - One View bull Insta Alerts bull Mobile Banking bull ATM bull Phone Banking bull Branch Network
G Cards bull Silver Credit Card bull Gold Credit Card bull Womans Gold Credit Card bull Platinum plus Credit Card bull Titanium Credit Card bull Value plus Credit Card bull Health plus Credit Cardbull HDFC Bank Idea Silver Cardbull HDFC Bank Idea Gold Card
2 WHOLESALE BANKING SERVICESbull Funded Servicesbull Non Funded Servicesbull Value Added Servicesbull Internet Bankingbull Clearing Sub-Membership
bull RTGS ndash sub membershipbull Fund Transferbull ATM Tie-upsbull Corporate Salary acbull Tax Collectionbull Financial Institutionsbull Mutual Fundsbull Stock Brokersbull Insurance Companiesbull Commodities Business bull Trusts
3 NRI BANKING SERVICESbull Rupee Saving acbull Rupee Current acbull Rupee Fixed Depositsbull Foreign Currency Depositsbull Accounts for Returning Indiansbull Payment Servicesbull Net Safebull Bill Paybull Insta Paybull Direct Paybull Visa Moneybull Online Donationbull Remittances
24 MILESTONES IN THE HISTORY
HDFC Bank began its operations in 1995 with a simple mission to be a World-class Indian Bank They realized that only a single-minded focus on product quality and service excellence would help us get there Today they are proud to say that they are well on our way towards that goal It is extremely gratifying that their efforts towards providing customer convenience have been appreciated both nationally and internationally
2009
Asia Money 2009 Awards
Best Domestic Bank in India
IBA Banking Technology Awards 2009
Best IT Governance Award - Runner up
Global Finance Award
Best Trade Finance Bank in India for 2009
IDRBT Banking Technology Excellence Award 2008
Best IT Governance and Value Delivery
Asian Banker Excellence in Retail Financial Services
Asian Banker Best Retail Bank in India Award 2009
2008
Finance Asia Country Awards for Achievement 2008 Best Bank and Best Cash Management Bank
CNN-IBNIndian of the Year (Business)
Nasscom IT User Award 2008Best IT Adoption in the Banking Sector
Business India Best Bank 2008
Forbes Asia Fab 50 companies in Asia Pacific
Asian Banker Excellence in Retail Financial Services Best Retail Bank 2008
Asiamoney Best local Cash Management Bank Award voted by Corporates
Microsoft amp Indian Express Group Security Strategist Award 2008
World Trade Center Award of honourFor outstanding contribution to international trade services
Business Today-Monitor Group surveyOne of Indias Most Innovative Companies
Financial Express-Ernst amp Young AwardBest Bank Award in the Private Sector category
2007
Dun amp Bradstreet ndash American Express Corporate Best Bank Award 2007Corporate Best Bank Award
The Bombay Stock Exchange and Nasscom Foundations Business for Social Responsibility Awards 2007Best Corporate Social Responsibility Practice Award
Outlook Money amp NDTV ProfitBest Bank Award in the Private sector category
The Asian Banker Excellence in Retail Financial Services AwardsBest Retail Bank in India
Asian BankerOur Managing Director Aditya Puri wins the Leadership Achievement Award for India
25 MERGER
HDFC Bank and Centurion Bank of Punjab merger at share swap ratio of 129 The Boards of HDFC Bank and Centurion Bank of Punjab met on 25 February 2008 and approved subject to due diligence the share swap ratio for the proposed merger of Centurion Bank of Punjab with HDFC Bank The Scheme of Amalgamation envisages a share exchange ratio of one share of HDFC Bank for twenty nine shares of Centurion Bank of Punjab The combined entity would have a nationwide network of 1148 branches (the largest amongst private sector Banks) a strong deposit base of around Rs 1200 billion and net advances of around Rs 850billion The balance sheet size of the combined entity would be over Rs 1500 billion Commenting on the proposed merger Mr Deepak Parekh Chairman HDFC said ldquoWe were amongst the first to get a banking license the first to do a merger in the private sector with Times Bank in 1999 and now if this deal happens it would be the largest merger in the private sector banking space in India HDFC Bank was looking for an appropriate merger opportunity that would add scale geography and experienced staff to its franchise This opportunity arose and we thought it is an attractive route to supplement HDFC Bankrsquos organic growth We believe that Centurion Bank of Punjab would be the right fit in terms of culture strategic intent and approach to businessrdquo Mr Aditya Puri Managing Director HDFC Bank said ldquoThese are exciting times for the Indian banking industry The proposed merger will position the combined entity to significantly exploit opportunities in a market globally recognized as one of the fastest growing Irsquom particularly bullish about the potential of business synergies and cultural fit between the two organizations The combined entity will be an even greater force in the marketrdquo Mr Rana Talwar Chairman Centurion Bank of Punjab stated ldquoOver the last few years Centurion Bank of Punjab has set benchmarks for growth The bank today has a large nationwide network an extremely valuable franchise 7500
talented employees and strong leadership positions in the market place I believe that the merger with HDFC Bank will create a world class bank in quality and scale and will set the stage to compete with banks both locally as well on a global levelrdquo
Mr Shailendra Bhandari Managing Director and CEO Centurion Bank of Punjab said ldquoWe are extremely pleased to receive the go ahead from our board to pursue this opportunity A merger between the banks provides significant synergies to the combined entity The proposed merger would further improve the franchise and customer proposition offered by the individual banksrdquo
26 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
INTEGRITY CUSTOMER CENTRIC PEOPLE CARE ldquoONE FOR ALL AND ALL FOR ONErdquo TEAM WORK JOY AND SIMPLICITY
CHAPTER 3- RESEARCH OBJECTIVES AND SCOPE OF RESEARCH PROJECT
31 PROBLEM DEFINATION
Personal Banker were with good background human being and through rigorous process of recruitment but still not able to perform up to the expectation level of company HR is not able to sort out the problem why the performance is not coming even after giving the full marketing and operational support The communication technique and dealing with the customers is also a problem to the personal banker
32 OBJECTIVES OF RESEARCH PROJECT
321 PRIMARY OBJECTIVES
bull To acquire new customer by convincing them and to promote the benefits of those which are provided by the bank
bull To find the different way of convincing customersbull To study brand image of the bankbull To increase the business of the bank
322 SECONDARY OBJECTIVES
bull To determine the need and purpose of a personal bankerbull To understand the deciding criteria for people to become a personal bankerbull To offer suggestions based upon the findings
33 PRODUCT SCOPE
Studying the increasing business scope of the bank Market segmentation to find the potential customers for the bank To study how the various products are positioned in the market Corporate marketing of products Customersrsquo perception on the various products of the bank
CHAPTER 4- RESEARCH METHODOLOGY AND LIMITATIONS
All the findings and conclusions obtained are based on the survey done in the working area within the time limit I tried to select the sample representative of the whole group during my summer training I have collected data from people linked with different professional at Gorakhpur
41 RESEARCH PLAN
411 PRELIMINARY INVESTIGATION
bull In which data on the situation surrounding the problems shall be gathered to arrive atbull The correct definition of the problem An understanding of its environment
412 EXPLORATORY STUDY
To determine the approximate area where the problem lies
42 RESEARCH DESIGN
Research was initiated by examining the secondary data to gain insight into the problem By analyzing the secondary data the study aim is to explore the short comings of the present system and primary data will help to validate the analysis of secondary data besides on unrevealing the areas which calls for improvement
421 DEVELOPING THE RESEARCH PLAN
The data for this research project has been collected through self Administration Due to time limitation and other constraints direct personal interview method is used A structured questionnaire was framed as it is less time consuming generates specific and to the point
information easier to tabulate and interpret Moreover respondents prefer to give direct answers In questionnaires open ended and closed ended both the types of questions has been used
422 COLLECTION OF DATA
1 SECONDARY DATA It was collected from internal sources The secondary data was collected on the basis of organizational file official records news papers magazines management books preserved information in the companyrsquos database and website of the company
2 PRIMARY DATA All the people from different profession were personally visited and interviewed They were the main source of Primary data The method of collection of primary data was direct personal interview through a structured questionnaire
43 SAMPLING PLAN Since it is not possible to study whole universe it becomes necessary to take sample from the universe to know about its characteristics
bull Sampling Units Different professionals Chartered Accountants Tax Consultants Lawyers Business Man Professionals and House Wives of Gorakhpur
bull Sample Technique Random Sampling
bull Research Instrument Structured Questionnaire bull Contact Method Personal Interview
44 SAMPLE SIZE My sample size for this project was 50 respondents Since it was not possible to cover the whole universe in the available time period it was necessary for me to take a sample size of 50 respondents
45 DATA COLLECTION INSTRUMENT DEVELOPMENT The mode of collection of data will be based on Survey Method and Field Activity Primary data collection will base on personal interview I have prepared the questionnaire according to the necessity of the data to be collected
46 RESEARCH LIMITATIONS
It was not possible to understand thoroughly about the different marketing aspects of the Financial Consultant within 60 days As stipend money was not given it was difficult to continue the project work All the work was limited in some limited areas of Gorakhpur so the findings should not be generalized The area of research was Gorakhpur and it was too vast an area to cover within 60 days
CHAPTER 5-DATA ANALYSIS INTERPRETATION AND PRESENTATION
Q1Your AgeAns
1 18-23 Years 10 Person 2 24-29 Years 20 Person 3 30-35 Years 10 Person4 35 Years and above 10 Person
Base 50 respondents Interpretation From above response it can be seen that
bull 20 respondentrsquos age are 18 to 23 years bull 35 respondentrsquos age are 24 to 29 years bull 30 respondentrsquos age are 30 to 35 yearsbull 15 respondentrsquos age are 35 to above years
Q2 Marital Status bull Married bull Single
No of Children __________Ans
bull Married 32 Personbull Single 18 Personbull No of Children Nil
Interpretation From above response it can be seen that bull 70 respondents are marriedbull 30 respondents are unmarried
Q3 Educational Qualificationbull Undergraduate bull Graduate bull Postgraduate
9Ansbull Undergraduate 10 Person bull Graduate 22 Person bull Postgraduate 18 Person
Interpretation From above response it can be seen thatbull 25 respondents are Under graduatebull 40 respondents are Graduatebull 35 respondents are Post graduate
Q4 Number Of yearrsquos Are You in Gorakhpur bull Less than five yearrsquos bull More than five yearrsquos
Ansbull Less than five yearrsquos 17 Personbull More than five yearrsquos 33 Person
Interpretation From above response it can be seen thatbull 39 respondents are in Gorakhpur for less than five yearsbull 61 respondents are in Gorakhpur for more than five years
Q5 Your Occupation bull Businessbull Profession bull Service
Ansbull Business 13 Personbull Profession 17 Personbull Service 20 Person
Interpretation From above response it can be seen thatbull 20 respondents Occupation is Businessbull 26 respondents Occupation is Profession bull 54 respondents Occupation is Service
Q6 Your annual household income bull Less than 2 lacs bull Between 2 to 5 lacsbull Between 5to 8 lacsbull More than 8 lacs
Ansbull Less than 2 lacs 32 Personbull Between 2 to 5 lacs 13 Personbull Between 5to 8 lacs 3 Personbull More than 8 lacs 2 Person
Interpretation From above response it can be seen thatbull 49 respondentrsquos annual household income is less than 2 lacsbull 31 respondentrsquos annual household income is between 2 to 5 lacs bull 15 respondentrsquos annual household income is between 5 to 8 lacs bull 5 respondentrsquos annual household income is more than 8 lacs
Q7 What is your perception about different productsservices provided by HDFC bank bull Lucrative bull Not lucrative bull No idea
Ansbull Lucrative 12 Personbull Not lucrative 33 Personbull No idea 5 Person
Interpretation From above response it can be seen thatbull 25 respondentrsquos perception about different products is lucrativebull 60 respondentrsquos perception about different
products is not lucrativebull 15 respondentrsquos have no idea
Q8 Do you want to open an account with HDFC bank bull Yesbull No bull Will tell later
Ansbull Yes 8 Personbull No 5 Personbull Will tell later 37 Person
Interpretation From above response it can be seen thatbull 80 respondents are not interested to open an account with the bankbull 5 respondents are interested to open an account with the bankbull 15 of the respondents say that they will tell later
Q9 Do you have all the documents which are required to open an accountbull Yesbull No
Ansbull Yes 15 Personbull No 35 Person
Interpretation From above response it can be seen thatbull 60 respondents have all the documents which are required to open an account with the
bankbull 25 respondents do not have all the documents which are required to open an account
with the bank
Q10 Are you aware that the bank provides you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull Yes bull No
Ans bull Yes 32 Personbull No 18 Person
Interpretation From above response it can be seen thatbull 20 respondents are aware of itbull 40 respondents are not aware of it
Q11Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
Ans bull Yes 15 Personbull No 35 Person
Interpretation From above response it can be seen thatbull 12 respondents are familiar with different terms and conditions which are very much
essential to maintain account with the bank bull 88 respondents have no idea about it
Q13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
Ans bull Yes 38 Personbull No 12 Person
Interpretation From above response it can be seen that
bull 41 respondents are known about HDFC Bankrsquos recruitment policies related to personal banker
bull 59 respondents are not known about HDFC Bankrsquos recruitment policies related to personal banker
CHAPTER 6- CONCLUSIONS AND SUGGESTIONS
61 CONCLUSIONS
HDFC Bank the banking arm of HDFC is expected to go on stream The bank already has good number of employees on board and is recruiting personal banker heavily to take the headcount to many more It is on the brim of increasing its customers through its attractive schemes and offer
The project opportunities provided was market segmentation and identifying prospective customers in potential geographical location and convincing them to attract more customers so that new business opportunities of the bank can be explored Through this project it could be concluded that people are not much aware about the various products of the bank and many of them not interested to open an account to invest money at all services was considered as unsought good which require hard core selling but in changing trend in income and people becoming financially literate the demand for banking sector is increasing day by day
So at last the conclusion is that there is tough competition ahead for the company from its major competitors in the banking sector Last but not the least I would like to thank HDFC Bank for giving me an opportunity to work in the field of Marketing and Operation I hope the company finds my analysis relevant
62 SUGGESTIONS
Finally some recommendations for the company are as fallows-
bull To make people aware about the benefit of becoming a customer of HDFC Bank following activities of advertisement should be done through
1 Print Media 2 Hoarding amp Banners3 Stalls in Trade Fares 4 Distribution of leaflets containing details information
Other facilities must be provide to the customerbull The bank should provide life time valid ATM card to all its customers
bull Minimum balance for savings account should be reduced from Rs 10000 to Rs 1000 so that people who are not financially strong enough can maintain their account properly
bull The company should provide a pass book to all its customersbull Make people understand about the various benefits of its productsbull Company should organize the program in the society so that people will be aware about
the company and different products of the bankbull Company should open more branches in different cities
CHAPTER 7- LIMITATIONS
Every work has its own limitation Limitations are extent to which the process should not exceed Limitations of this project are
bull The project was constrained by time limit of two monthsbull Mindset of people may very depending upon their age gender income etc bull Getting appointment from the concern person was very difficultbull People mind set about the survey was obstacles in acquiring complete Respondents were
very busy in their schedule So it was very time consuming for information amp positive interaction them to answer all the questions properly
ANNEXURES
1 QUESTIONNAIRE
DearSirMadamName helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Address helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Contact No reghelliphelliphelliphelliphelliphellip( O)helliphelliphelliphelliphelliphellip (M)helliphelliphelliphelliphelliphelliphelliphelliphellip City helliphelliphellipPin helliphelliphelliphelliphelliphelliphellipState helliphelliphelliphelliphelliphelliphelliphelliphellipI am a student of Mangalmay Institute of Management Studies presently doing a project onldquoIN WHICH AREA MORE FOCUS MARKETING OR OPERATIONrdquoI request you to kindly fill the questionnaire below and I assure you that the data generated shall be kept confidential1 Your Age ____________________ 2 Education Qualification
1 Undergraduate 2 Graduate 3 Postgraduate
3 Marital Status bull Married bull Single No of Children __________
4 Number Of yearrsquos Are You in Gorakhpur bull Less than five yearrsquos bull More than five yearrsquos
5 Occupationbull Businessbull Profession bull Service
(Please mention below the type of businessprofession you are in incase of service please mention your organization name and designation)
6Your annual household income bull ltthan 2 lack bull Between 2 to 5 lack bull Between 5 to 8 lack bull gtthan 8 lack
7 What is your perception about different products and services offered by HDFC Bank
bull Lucrative bull Not lucrative bull No idea
9 Do you want to open an savings account with HDFC Bankbull Lucrative bull Not lucrative bull No idea
10 Do you have all the documents which are required to open an accountbull Yes bull No
11 Are you aware of that HDFC Bank provide you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull yes bull No
12 Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
DatePlace Signature
Thank You
BIBLIOGRAPHY
1 BOOKS
Marketing Management (10th Edition) Marketing Management (3rd Edition) Research Methodology (2nd Edition) Research Methodology(3rd Edition)
AUTHORS Philip Kotler VS Ramaswamy CRKothary SP Kasande
2 NEWS PAPERS bull Times of India bull Financial Express
3 WEBSITESwwwhdfcbankcom wwwgooglecom
DISTRIBUTION NETWORK
HDFC Bank headquartered is in Mumbai The Bank at present has an enviable network of over 1229 branches spread over 444 cities across India All branches are linked on an online real-time basis Customers in over 120 locations are also serviced through Telephone Banking The Banks expansion plans take into account the need to have a presence in all major industrial and commercial centers where its corporate customers are located as well as the need to build a strong retail customer base for both deposits and loan products Being a clearingsettlement bank to various leading stock exchanges the Bank has branches in the centers where the NSEBSE has a strong and active member base The Bank also has a network of about over 2526 networked ATMs across these cities Moreover HDFC Banks ATM network can be accessed by all domestic and international VisaMasterCard Visa ElectronMaestro PlusCirrus and American Express CreditCharge cardholders
STRONG NATIONAL NETWORK
WORK PLACE TRANSFORMATION
FIVE ldquoSrdquo PART OF KAIZEN
Focus on effective work place organization
believe in
ldquoSmall changes lead to large improvementrdquo
Every successful organization have their own strategy to win the race in the competitive market They use some technique and methodology for smooth running of business HDFC BANK also acquired the Japanese technique for smooth running of work and effective work place organization
Five lsquoSrsquo Part of Kaizen is the technique which is used in the bank for easy and systematic work place and eliminating unnecessary things from the work place
BENEFIT OF FIVE ldquoSrdquo
bull It can be started immediatelybull Every one has to participatebull Five ldquoSrdquo is an entirely people driven initiativesbull Brings in concept of ownershipbull All wastage are made visible
FIVE lsquoSrsquo
S-1 SORT SEIRI
S-2 SYSTEMATIZE SEITON
S-3 SPIC-N-SPAN SEIRO
S-4 STANDARDIZE SEIKETSU
S-5 SUSTAIN SHITSUKE
1 SORT
It focus on eliminating unnecessary items from the work place It is excellent way to free up valuable floor space It segregate items as per ldquorequire and wantedrdquo
2 SYSTEMATIZE
Systematize is focus on efficient and effective Storage method That means it identify organize and arrange retrieval It largely focus on good labeling and identification practicesObjective ldquoA place for everything and everything in its placerdquo
3 SPIC- n - SPAN
Spic-n-Span focuses on regular clearing and self inspection It brings in the sense of ownership
4 STANDERDIZE
It focuses on simplification and standardization It involves standard rules and policies It establish checklist to facilitate autonomous maintenance of workplace It assigns responsibility for doing various jobs and decides on Five S frequency
5 SUSTAIN
It focuses on defining a new status and standard of organized work place Sustain means regular training to maintain standards developed under S-4 It brings in self- discipline and commitment towards workplace organization
COLOR CODING
In the HDFC BANK each department has their different color coding apply on the different file Due to this everyone aware about their particular color file which is coding on it and they save their valuable time It is a part of Kaizen and also included in the system of the Five lsquoSrsquo Logic behind it that the color coding are always differentiate the things from the similar one
HUMAN RESOURCES
The Bankrsquos staffing needs continued to increase during the year
DEPARTMENT
Welcome Desk
Personal Banker
Teller
Relationship Manager
Branch Manager
Demat
Others
particularly in the retail banking businesses in line with the business growth Total number of employees increased from 14878 as of March31 2006 to 21477 as of March 31 2008The Bank continues to focus on training its employees on a continuing basis both on the job and through training programs conducted by internal and external faculty
The Bank has consistently believed that broader employee ownership of its shares has a positive impact on its performance and employee motivation The Bankrsquos employee stock option scheme so far covers around 9000 employees
MANAGEMENT
Mr Jagdish Capoor took over as the banks Chairman in July 2001 Prior to this Mr Capoor was a Deputy Governor of the Reserve Bank of India The Managing Director Mr Aditya Puri has been a professional banker for over 25 years and before joining HDFC Bank in 1994 was heading Citibanks operations in Malaysia The Banks Board of Directors is composed of eminent individuals with a wealth of experience in public policy administration industry and commercial banking Senior executives representing HDFC are also on the Board Senior banking professionals with substantial experience in India and abroad head various businesses and functions and report to the Managing Director Given the professional expertise of the management team and the overall focus on recruiting and retaining the best talent in the industry the bank believes that its people are a significant competitive strength
TECHNOLOGY
HDFC Bank operates in a highly automated environment in terms of information technology and communication systems All the banks 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 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 The Banks 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
HDFC BANK business strategy emphasizes the following
Increase market share in Indiarsquos expanding banking and financial services industry by following a disciplined growth strategy focusing on quality and not on quantity and delivering high quality customer service Leverage our technology platform and open scaleable systems to deliver more products to more customers and to control operating costs Maintain current high standards for asset quality through disciplined credit risk managementDevelope innovative
products and services that attract the targeted customers and address inefficiencies in the Indian financial sector Continue to develop products and services that reduce bankrsquos cost of funds Focus on high earnings growth with low volatility 22 PRODUCT SCOPE
HDFC Bank offers a bunch of products and services to meet the every need of the people The company cares for both individuals as well as corporate and small and medium enterprises For individuals the company has a range accounts investment and pension scheme different types of loans and cards that assist the customers The customers can choose the suitable one from a range of products which will suit their life-stage and needs For organizations the company has a host of customized solutions that range from funded services Non-funded services Value addition services Mutual fund etc These affordable plans apart from providing long term value to the employees help in enhancing goodwill of the company The products of the company are categorized into various sections which are as follows
bull Accounts and depositsbull Loansbull Investments and Insurance bull Forex and payment services bull Cards bull Customer center
23 PRODUCTS AND SERVICES AT A GLANCE
1 PERSONAL BANKING SERVICES
A Accounts amp Deposits Savings Account
bull Regular Savings Account bull Savings Plus Accountbull Savings Max Accountbull Senior Citizens Account bull No Frills Account bull Institutional Savings Account bull Payroll Salary Account bull Classic Salary Account bull Regular Salary Accountbull Premium Salary Account bull Defence Salary Account bull Kids Advantage Account bull Pension Saving Bank Account
bull Family Savings Account bull Kisan No Frills Savings Account bull Kisan Club Savings Account
Current Accountbull Plus Current Account bull Trade Current Account bull Premium Current Account bull Regular Current Account bull Apex Current Account bull Max Current Accountbull Reimbursement Current Account
Fixed Depositbull Regular Fixed Deposit bull Super Saver Account bull Sweep-in Account
Recurring DepositDemat AccountSafe Deposit Locker
B Loans bull Personal Loans bull Home Loans bull Two Wheeler Loans bull New Car Loans bull Used Car Loans bull Overdraft against Car bull Express Loans bull Loan against Securities bull Loan against Property bull Commercial Vehicle Finance bull Working Capital Finance bull Construction Equipment Finance
C Investments amp Insurance bull Mutual Funds bull Insurance bull Bonds bull Financial Planning bull Knowledge Centre bull Equities amp Derivatives bull Mudra Gold Bar
D Forex Services bull Trade Finance bull Travelerrsquos Cheques bull Foreign Currency Cash bull Foreign Currency Drafts bull Foreign Currency Cheque Deposits bull Foreign Currency Remittances bull Forex Plus Card
E Payment Services bull Net Safe bull Prepaid Refill bull Bill Pay bull Direct Pay bull Visa Money Transferbull E-Monies Electronic Funds Transfer bull Excise amp Service Tax Payment
F Access Your Bank - One View bull Insta Alerts bull Mobile Banking bull ATM bull Phone Banking bull Branch Network
G Cards bull Silver Credit Card bull Gold Credit Card bull Womans Gold Credit Card bull Platinum plus Credit Card bull Titanium Credit Card bull Value plus Credit Card bull Health plus Credit Cardbull HDFC Bank Idea Silver Cardbull HDFC Bank Idea Gold Card
2 WHOLESALE BANKING SERVICESbull Funded Servicesbull Non Funded Servicesbull Value Added Servicesbull Internet Bankingbull Clearing Sub-Membership
bull RTGS ndash sub membershipbull Fund Transferbull ATM Tie-upsbull Corporate Salary acbull Tax Collectionbull Financial Institutionsbull Mutual Fundsbull Stock Brokersbull Insurance Companiesbull Commodities Business bull Trusts
3 NRI BANKING SERVICESbull Rupee Saving acbull Rupee Current acbull Rupee Fixed Depositsbull Foreign Currency Depositsbull Accounts for Returning Indiansbull Payment Servicesbull Net Safebull Bill Paybull Insta Paybull Direct Paybull Visa Moneybull Online Donationbull Remittances
24 MILESTONES IN THE HISTORY
HDFC Bank began its operations in 1995 with a simple mission to be a World-class Indian Bank They realized that only a single-minded focus on product quality and service excellence would help us get there Today they are proud to say that they are well on our way towards that goal It is extremely gratifying that their efforts towards providing customer convenience have been appreciated both nationally and internationally
2009
Asia Money 2009 Awards
Best Domestic Bank in India
IBA Banking Technology Awards 2009
Best IT Governance Award - Runner up
Global Finance Award
Best Trade Finance Bank in India for 2009
IDRBT Banking Technology Excellence Award 2008
Best IT Governance and Value Delivery
Asian Banker Excellence in Retail Financial Services
Asian Banker Best Retail Bank in India Award 2009
2008
Finance Asia Country Awards for Achievement 2008 Best Bank and Best Cash Management Bank
CNN-IBNIndian of the Year (Business)
Nasscom IT User Award 2008Best IT Adoption in the Banking Sector
Business India Best Bank 2008
Forbes Asia Fab 50 companies in Asia Pacific
Asian Banker Excellence in Retail Financial Services Best Retail Bank 2008
Asiamoney Best local Cash Management Bank Award voted by Corporates
Microsoft amp Indian Express Group Security Strategist Award 2008
World Trade Center Award of honourFor outstanding contribution to international trade services
Business Today-Monitor Group surveyOne of Indias Most Innovative Companies
Financial Express-Ernst amp Young AwardBest Bank Award in the Private Sector category
2007
Dun amp Bradstreet ndash American Express Corporate Best Bank Award 2007Corporate Best Bank Award
The Bombay Stock Exchange and Nasscom Foundations Business for Social Responsibility Awards 2007Best Corporate Social Responsibility Practice Award
Outlook Money amp NDTV ProfitBest Bank Award in the Private sector category
The Asian Banker Excellence in Retail Financial Services AwardsBest Retail Bank in India
Asian BankerOur Managing Director Aditya Puri wins the Leadership Achievement Award for India
25 MERGER
HDFC Bank and Centurion Bank of Punjab merger at share swap ratio of 129 The Boards of HDFC Bank and Centurion Bank of Punjab met on 25 February 2008 and approved subject to due diligence the share swap ratio for the proposed merger of Centurion Bank of Punjab with HDFC Bank The Scheme of Amalgamation envisages a share exchange ratio of one share of HDFC Bank for twenty nine shares of Centurion Bank of Punjab The combined entity would have a nationwide network of 1148 branches (the largest amongst private sector Banks) a strong deposit base of around Rs 1200 billion and net advances of around Rs 850billion The balance sheet size of the combined entity would be over Rs 1500 billion Commenting on the proposed merger Mr Deepak Parekh Chairman HDFC said ldquoWe were amongst the first to get a banking license the first to do a merger in the private sector with Times Bank in 1999 and now if this deal happens it would be the largest merger in the private sector banking space in India HDFC Bank was looking for an appropriate merger opportunity that would add scale geography and experienced staff to its franchise This opportunity arose and we thought it is an attractive route to supplement HDFC Bankrsquos organic growth We believe that Centurion Bank of Punjab would be the right fit in terms of culture strategic intent and approach to businessrdquo Mr Aditya Puri Managing Director HDFC Bank said ldquoThese are exciting times for the Indian banking industry The proposed merger will position the combined entity to significantly exploit opportunities in a market globally recognized as one of the fastest growing Irsquom particularly bullish about the potential of business synergies and cultural fit between the two organizations The combined entity will be an even greater force in the marketrdquo Mr Rana Talwar Chairman Centurion Bank of Punjab stated ldquoOver the last few years Centurion Bank of Punjab has set benchmarks for growth The bank today has a large nationwide network an extremely valuable franchise 7500
talented employees and strong leadership positions in the market place I believe that the merger with HDFC Bank will create a world class bank in quality and scale and will set the stage to compete with banks both locally as well on a global levelrdquo
Mr Shailendra Bhandari Managing Director and CEO Centurion Bank of Punjab said ldquoWe are extremely pleased to receive the go ahead from our board to pursue this opportunity A merger between the banks provides significant synergies to the combined entity The proposed merger would further improve the franchise and customer proposition offered by the individual banksrdquo
26 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
INTEGRITY CUSTOMER CENTRIC PEOPLE CARE ldquoONE FOR ALL AND ALL FOR ONErdquo TEAM WORK JOY AND SIMPLICITY
CHAPTER 3- RESEARCH OBJECTIVES AND SCOPE OF RESEARCH PROJECT
31 PROBLEM DEFINATION
Personal Banker were with good background human being and through rigorous process of recruitment but still not able to perform up to the expectation level of company HR is not able to sort out the problem why the performance is not coming even after giving the full marketing and operational support The communication technique and dealing with the customers is also a problem to the personal banker
32 OBJECTIVES OF RESEARCH PROJECT
321 PRIMARY OBJECTIVES
bull To acquire new customer by convincing them and to promote the benefits of those which are provided by the bank
bull To find the different way of convincing customersbull To study brand image of the bankbull To increase the business of the bank
322 SECONDARY OBJECTIVES
bull To determine the need and purpose of a personal bankerbull To understand the deciding criteria for people to become a personal bankerbull To offer suggestions based upon the findings
33 PRODUCT SCOPE
Studying the increasing business scope of the bank Market segmentation to find the potential customers for the bank To study how the various products are positioned in the market Corporate marketing of products Customersrsquo perception on the various products of the bank
CHAPTER 4- RESEARCH METHODOLOGY AND LIMITATIONS
All the findings and conclusions obtained are based on the survey done in the working area within the time limit I tried to select the sample representative of the whole group during my summer training I have collected data from people linked with different professional at Gorakhpur
41 RESEARCH PLAN
411 PRELIMINARY INVESTIGATION
bull In which data on the situation surrounding the problems shall be gathered to arrive atbull The correct definition of the problem An understanding of its environment
412 EXPLORATORY STUDY
To determine the approximate area where the problem lies
42 RESEARCH DESIGN
Research was initiated by examining the secondary data to gain insight into the problem By analyzing the secondary data the study aim is to explore the short comings of the present system and primary data will help to validate the analysis of secondary data besides on unrevealing the areas which calls for improvement
421 DEVELOPING THE RESEARCH PLAN
The data for this research project has been collected through self Administration Due to time limitation and other constraints direct personal interview method is used A structured questionnaire was framed as it is less time consuming generates specific and to the point
information easier to tabulate and interpret Moreover respondents prefer to give direct answers In questionnaires open ended and closed ended both the types of questions has been used
422 COLLECTION OF DATA
1 SECONDARY DATA It was collected from internal sources The secondary data was collected on the basis of organizational file official records news papers magazines management books preserved information in the companyrsquos database and website of the company
2 PRIMARY DATA All the people from different profession were personally visited and interviewed They were the main source of Primary data The method of collection of primary data was direct personal interview through a structured questionnaire
43 SAMPLING PLAN Since it is not possible to study whole universe it becomes necessary to take sample from the universe to know about its characteristics
bull Sampling Units Different professionals Chartered Accountants Tax Consultants Lawyers Business Man Professionals and House Wives of Gorakhpur
bull Sample Technique Random Sampling
bull Research Instrument Structured Questionnaire bull Contact Method Personal Interview
44 SAMPLE SIZE My sample size for this project was 50 respondents Since it was not possible to cover the whole universe in the available time period it was necessary for me to take a sample size of 50 respondents
45 DATA COLLECTION INSTRUMENT DEVELOPMENT The mode of collection of data will be based on Survey Method and Field Activity Primary data collection will base on personal interview I have prepared the questionnaire according to the necessity of the data to be collected
46 RESEARCH LIMITATIONS
It was not possible to understand thoroughly about the different marketing aspects of the Financial Consultant within 60 days As stipend money was not given it was difficult to continue the project work All the work was limited in some limited areas of Gorakhpur so the findings should not be generalized The area of research was Gorakhpur and it was too vast an area to cover within 60 days
CHAPTER 5-DATA ANALYSIS INTERPRETATION AND PRESENTATION
Q1Your AgeAns
1 18-23 Years 10 Person 2 24-29 Years 20 Person 3 30-35 Years 10 Person4 35 Years and above 10 Person
Base 50 respondents Interpretation From above response it can be seen that
bull 20 respondentrsquos age are 18 to 23 years bull 35 respondentrsquos age are 24 to 29 years bull 30 respondentrsquos age are 30 to 35 yearsbull 15 respondentrsquos age are 35 to above years
Q2 Marital Status bull Married bull Single
No of Children __________Ans
bull Married 32 Personbull Single 18 Personbull No of Children Nil
Interpretation From above response it can be seen that bull 70 respondents are marriedbull 30 respondents are unmarried
Q3 Educational Qualificationbull Undergraduate bull Graduate bull Postgraduate
9Ansbull Undergraduate 10 Person bull Graduate 22 Person bull Postgraduate 18 Person
Interpretation From above response it can be seen thatbull 25 respondents are Under graduatebull 40 respondents are Graduatebull 35 respondents are Post graduate
Q4 Number Of yearrsquos Are You in Gorakhpur bull Less than five yearrsquos bull More than five yearrsquos
Ansbull Less than five yearrsquos 17 Personbull More than five yearrsquos 33 Person
Interpretation From above response it can be seen thatbull 39 respondents are in Gorakhpur for less than five yearsbull 61 respondents are in Gorakhpur for more than five years
Q5 Your Occupation bull Businessbull Profession bull Service
Ansbull Business 13 Personbull Profession 17 Personbull Service 20 Person
Interpretation From above response it can be seen thatbull 20 respondents Occupation is Businessbull 26 respondents Occupation is Profession bull 54 respondents Occupation is Service
Q6 Your annual household income bull Less than 2 lacs bull Between 2 to 5 lacsbull Between 5to 8 lacsbull More than 8 lacs
Ansbull Less than 2 lacs 32 Personbull Between 2 to 5 lacs 13 Personbull Between 5to 8 lacs 3 Personbull More than 8 lacs 2 Person
Interpretation From above response it can be seen thatbull 49 respondentrsquos annual household income is less than 2 lacsbull 31 respondentrsquos annual household income is between 2 to 5 lacs bull 15 respondentrsquos annual household income is between 5 to 8 lacs bull 5 respondentrsquos annual household income is more than 8 lacs
Q7 What is your perception about different productsservices provided by HDFC bank bull Lucrative bull Not lucrative bull No idea
Ansbull Lucrative 12 Personbull Not lucrative 33 Personbull No idea 5 Person
Interpretation From above response it can be seen thatbull 25 respondentrsquos perception about different products is lucrativebull 60 respondentrsquos perception about different
products is not lucrativebull 15 respondentrsquos have no idea
Q8 Do you want to open an account with HDFC bank bull Yesbull No bull Will tell later
Ansbull Yes 8 Personbull No 5 Personbull Will tell later 37 Person
Interpretation From above response it can be seen thatbull 80 respondents are not interested to open an account with the bankbull 5 respondents are interested to open an account with the bankbull 15 of the respondents say that they will tell later
Q9 Do you have all the documents which are required to open an accountbull Yesbull No
Ansbull Yes 15 Personbull No 35 Person
Interpretation From above response it can be seen thatbull 60 respondents have all the documents which are required to open an account with the
bankbull 25 respondents do not have all the documents which are required to open an account
with the bank
Q10 Are you aware that the bank provides you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull Yes bull No
Ans bull Yes 32 Personbull No 18 Person
Interpretation From above response it can be seen thatbull 20 respondents are aware of itbull 40 respondents are not aware of it
Q11Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
Ans bull Yes 15 Personbull No 35 Person
Interpretation From above response it can be seen thatbull 12 respondents are familiar with different terms and conditions which are very much
essential to maintain account with the bank bull 88 respondents have no idea about it
Q13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
Ans bull Yes 38 Personbull No 12 Person
Interpretation From above response it can be seen that
bull 41 respondents are known about HDFC Bankrsquos recruitment policies related to personal banker
bull 59 respondents are not known about HDFC Bankrsquos recruitment policies related to personal banker
CHAPTER 6- CONCLUSIONS AND SUGGESTIONS
61 CONCLUSIONS
HDFC Bank the banking arm of HDFC is expected to go on stream The bank already has good number of employees on board and is recruiting personal banker heavily to take the headcount to many more It is on the brim of increasing its customers through its attractive schemes and offer
The project opportunities provided was market segmentation and identifying prospective customers in potential geographical location and convincing them to attract more customers so that new business opportunities of the bank can be explored Through this project it could be concluded that people are not much aware about the various products of the bank and many of them not interested to open an account to invest money at all services was considered as unsought good which require hard core selling but in changing trend in income and people becoming financially literate the demand for banking sector is increasing day by day
So at last the conclusion is that there is tough competition ahead for the company from its major competitors in the banking sector Last but not the least I would like to thank HDFC Bank for giving me an opportunity to work in the field of Marketing and Operation I hope the company finds my analysis relevant
62 SUGGESTIONS
Finally some recommendations for the company are as fallows-
bull To make people aware about the benefit of becoming a customer of HDFC Bank following activities of advertisement should be done through
1 Print Media 2 Hoarding amp Banners3 Stalls in Trade Fares 4 Distribution of leaflets containing details information
Other facilities must be provide to the customerbull The bank should provide life time valid ATM card to all its customers
bull Minimum balance for savings account should be reduced from Rs 10000 to Rs 1000 so that people who are not financially strong enough can maintain their account properly
bull The company should provide a pass book to all its customersbull Make people understand about the various benefits of its productsbull Company should organize the program in the society so that people will be aware about
the company and different products of the bankbull Company should open more branches in different cities
CHAPTER 7- LIMITATIONS
Every work has its own limitation Limitations are extent to which the process should not exceed Limitations of this project are
bull The project was constrained by time limit of two monthsbull Mindset of people may very depending upon their age gender income etc bull Getting appointment from the concern person was very difficultbull People mind set about the survey was obstacles in acquiring complete Respondents were
very busy in their schedule So it was very time consuming for information amp positive interaction them to answer all the questions properly
ANNEXURES
1 QUESTIONNAIRE
DearSirMadamName helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Address helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Contact No reghelliphelliphelliphelliphelliphellip( O)helliphelliphelliphelliphelliphellip (M)helliphelliphelliphelliphelliphelliphelliphelliphellip City helliphelliphellipPin helliphelliphelliphelliphelliphelliphellipState helliphelliphelliphelliphelliphelliphelliphelliphellipI am a student of Mangalmay Institute of Management Studies presently doing a project onldquoIN WHICH AREA MORE FOCUS MARKETING OR OPERATIONrdquoI request you to kindly fill the questionnaire below and I assure you that the data generated shall be kept confidential1 Your Age ____________________ 2 Education Qualification
1 Undergraduate 2 Graduate 3 Postgraduate
3 Marital Status bull Married bull Single No of Children __________
4 Number Of yearrsquos Are You in Gorakhpur bull Less than five yearrsquos bull More than five yearrsquos
5 Occupationbull Businessbull Profession bull Service
(Please mention below the type of businessprofession you are in incase of service please mention your organization name and designation)
6Your annual household income bull ltthan 2 lack bull Between 2 to 5 lack bull Between 5 to 8 lack bull gtthan 8 lack
7 What is your perception about different products and services offered by HDFC Bank
bull Lucrative bull Not lucrative bull No idea
9 Do you want to open an savings account with HDFC Bankbull Lucrative bull Not lucrative bull No idea
10 Do you have all the documents which are required to open an accountbull Yes bull No
11 Are you aware of that HDFC Bank provide you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull yes bull No
12 Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
DatePlace Signature
Thank You
BIBLIOGRAPHY
1 BOOKS
Marketing Management (10th Edition) Marketing Management (3rd Edition) Research Methodology (2nd Edition) Research Methodology(3rd Edition)
AUTHORS Philip Kotler VS Ramaswamy CRKothary SP Kasande
2 NEWS PAPERS bull Times of India bull Financial Express
3 WEBSITESwwwhdfcbankcom wwwgooglecom
FIVE ldquoSrdquo PART OF KAIZEN
Focus on effective work place organization
believe in
ldquoSmall changes lead to large improvementrdquo
Every successful organization have their own strategy to win the race in the competitive market They use some technique and methodology for smooth running of business HDFC BANK also acquired the Japanese technique for smooth running of work and effective work place organization
Five lsquoSrsquo Part of Kaizen is the technique which is used in the bank for easy and systematic work place and eliminating unnecessary things from the work place
BENEFIT OF FIVE ldquoSrdquo
bull It can be started immediatelybull Every one has to participatebull Five ldquoSrdquo is an entirely people driven initiativesbull Brings in concept of ownershipbull All wastage are made visible
FIVE lsquoSrsquo
S-1 SORT SEIRI
S-2 SYSTEMATIZE SEITON
S-3 SPIC-N-SPAN SEIRO
S-4 STANDARDIZE SEIKETSU
S-5 SUSTAIN SHITSUKE
1 SORT
It focus on eliminating unnecessary items from the work place It is excellent way to free up valuable floor space It segregate items as per ldquorequire and wantedrdquo
2 SYSTEMATIZE
Systematize is focus on efficient and effective Storage method That means it identify organize and arrange retrieval It largely focus on good labeling and identification practicesObjective ldquoA place for everything and everything in its placerdquo
3 SPIC- n - SPAN
Spic-n-Span focuses on regular clearing and self inspection It brings in the sense of ownership
4 STANDERDIZE
It focuses on simplification and standardization It involves standard rules and policies It establish checklist to facilitate autonomous maintenance of workplace It assigns responsibility for doing various jobs and decides on Five S frequency
5 SUSTAIN
It focuses on defining a new status and standard of organized work place Sustain means regular training to maintain standards developed under S-4 It brings in self- discipline and commitment towards workplace organization
COLOR CODING
In the HDFC BANK each department has their different color coding apply on the different file Due to this everyone aware about their particular color file which is coding on it and they save their valuable time It is a part of Kaizen and also included in the system of the Five lsquoSrsquo Logic behind it that the color coding are always differentiate the things from the similar one
HUMAN RESOURCES
The Bankrsquos staffing needs continued to increase during the year
DEPARTMENT
Welcome Desk
Personal Banker
Teller
Relationship Manager
Branch Manager
Demat
Others
particularly in the retail banking businesses in line with the business growth Total number of employees increased from 14878 as of March31 2006 to 21477 as of March 31 2008The Bank continues to focus on training its employees on a continuing basis both on the job and through training programs conducted by internal and external faculty
The Bank has consistently believed that broader employee ownership of its shares has a positive impact on its performance and employee motivation The Bankrsquos employee stock option scheme so far covers around 9000 employees
MANAGEMENT
Mr Jagdish Capoor took over as the banks Chairman in July 2001 Prior to this Mr Capoor was a Deputy Governor of the Reserve Bank of India The Managing Director Mr Aditya Puri has been a professional banker for over 25 years and before joining HDFC Bank in 1994 was heading Citibanks operations in Malaysia The Banks Board of Directors is composed of eminent individuals with a wealth of experience in public policy administration industry and commercial banking Senior executives representing HDFC are also on the Board Senior banking professionals with substantial experience in India and abroad head various businesses and functions and report to the Managing Director Given the professional expertise of the management team and the overall focus on recruiting and retaining the best talent in the industry the bank believes that its people are a significant competitive strength
TECHNOLOGY
HDFC Bank operates in a highly automated environment in terms of information technology and communication systems All the banks 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 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 The Banks 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
HDFC BANK business strategy emphasizes the following
Increase market share in Indiarsquos expanding banking and financial services industry by following a disciplined growth strategy focusing on quality and not on quantity and delivering high quality customer service Leverage our technology platform and open scaleable systems to deliver more products to more customers and to control operating costs Maintain current high standards for asset quality through disciplined credit risk managementDevelope innovative
products and services that attract the targeted customers and address inefficiencies in the Indian financial sector Continue to develop products and services that reduce bankrsquos cost of funds Focus on high earnings growth with low volatility 22 PRODUCT SCOPE
HDFC Bank offers a bunch of products and services to meet the every need of the people The company cares for both individuals as well as corporate and small and medium enterprises For individuals the company has a range accounts investment and pension scheme different types of loans and cards that assist the customers The customers can choose the suitable one from a range of products which will suit their life-stage and needs For organizations the company has a host of customized solutions that range from funded services Non-funded services Value addition services Mutual fund etc These affordable plans apart from providing long term value to the employees help in enhancing goodwill of the company The products of the company are categorized into various sections which are as follows
bull Accounts and depositsbull Loansbull Investments and Insurance bull Forex and payment services bull Cards bull Customer center
23 PRODUCTS AND SERVICES AT A GLANCE
1 PERSONAL BANKING SERVICES
A Accounts amp Deposits Savings Account
bull Regular Savings Account bull Savings Plus Accountbull Savings Max Accountbull Senior Citizens Account bull No Frills Account bull Institutional Savings Account bull Payroll Salary Account bull Classic Salary Account bull Regular Salary Accountbull Premium Salary Account bull Defence Salary Account bull Kids Advantage Account bull Pension Saving Bank Account
bull Family Savings Account bull Kisan No Frills Savings Account bull Kisan Club Savings Account
Current Accountbull Plus Current Account bull Trade Current Account bull Premium Current Account bull Regular Current Account bull Apex Current Account bull Max Current Accountbull Reimbursement Current Account
Fixed Depositbull Regular Fixed Deposit bull Super Saver Account bull Sweep-in Account
Recurring DepositDemat AccountSafe Deposit Locker
B Loans bull Personal Loans bull Home Loans bull Two Wheeler Loans bull New Car Loans bull Used Car Loans bull Overdraft against Car bull Express Loans bull Loan against Securities bull Loan against Property bull Commercial Vehicle Finance bull Working Capital Finance bull Construction Equipment Finance
C Investments amp Insurance bull Mutual Funds bull Insurance bull Bonds bull Financial Planning bull Knowledge Centre bull Equities amp Derivatives bull Mudra Gold Bar
D Forex Services bull Trade Finance bull Travelerrsquos Cheques bull Foreign Currency Cash bull Foreign Currency Drafts bull Foreign Currency Cheque Deposits bull Foreign Currency Remittances bull Forex Plus Card
E Payment Services bull Net Safe bull Prepaid Refill bull Bill Pay bull Direct Pay bull Visa Money Transferbull E-Monies Electronic Funds Transfer bull Excise amp Service Tax Payment
F Access Your Bank - One View bull Insta Alerts bull Mobile Banking bull ATM bull Phone Banking bull Branch Network
G Cards bull Silver Credit Card bull Gold Credit Card bull Womans Gold Credit Card bull Platinum plus Credit Card bull Titanium Credit Card bull Value plus Credit Card bull Health plus Credit Cardbull HDFC Bank Idea Silver Cardbull HDFC Bank Idea Gold Card
2 WHOLESALE BANKING SERVICESbull Funded Servicesbull Non Funded Servicesbull Value Added Servicesbull Internet Bankingbull Clearing Sub-Membership
bull RTGS ndash sub membershipbull Fund Transferbull ATM Tie-upsbull Corporate Salary acbull Tax Collectionbull Financial Institutionsbull Mutual Fundsbull Stock Brokersbull Insurance Companiesbull Commodities Business bull Trusts
3 NRI BANKING SERVICESbull Rupee Saving acbull Rupee Current acbull Rupee Fixed Depositsbull Foreign Currency Depositsbull Accounts for Returning Indiansbull Payment Servicesbull Net Safebull Bill Paybull Insta Paybull Direct Paybull Visa Moneybull Online Donationbull Remittances
24 MILESTONES IN THE HISTORY
HDFC Bank began its operations in 1995 with a simple mission to be a World-class Indian Bank They realized that only a single-minded focus on product quality and service excellence would help us get there Today they are proud to say that they are well on our way towards that goal It is extremely gratifying that their efforts towards providing customer convenience have been appreciated both nationally and internationally
2009
Asia Money 2009 Awards
Best Domestic Bank in India
IBA Banking Technology Awards 2009
Best IT Governance Award - Runner up
Global Finance Award
Best Trade Finance Bank in India for 2009
IDRBT Banking Technology Excellence Award 2008
Best IT Governance and Value Delivery
Asian Banker Excellence in Retail Financial Services
Asian Banker Best Retail Bank in India Award 2009
2008
Finance Asia Country Awards for Achievement 2008 Best Bank and Best Cash Management Bank
CNN-IBNIndian of the Year (Business)
Nasscom IT User Award 2008Best IT Adoption in the Banking Sector
Business India Best Bank 2008
Forbes Asia Fab 50 companies in Asia Pacific
Asian Banker Excellence in Retail Financial Services Best Retail Bank 2008
Asiamoney Best local Cash Management Bank Award voted by Corporates
Microsoft amp Indian Express Group Security Strategist Award 2008
World Trade Center Award of honourFor outstanding contribution to international trade services
Business Today-Monitor Group surveyOne of Indias Most Innovative Companies
Financial Express-Ernst amp Young AwardBest Bank Award in the Private Sector category
2007
Dun amp Bradstreet ndash American Express Corporate Best Bank Award 2007Corporate Best Bank Award
The Bombay Stock Exchange and Nasscom Foundations Business for Social Responsibility Awards 2007Best Corporate Social Responsibility Practice Award
Outlook Money amp NDTV ProfitBest Bank Award in the Private sector category
The Asian Banker Excellence in Retail Financial Services AwardsBest Retail Bank in India
Asian BankerOur Managing Director Aditya Puri wins the Leadership Achievement Award for India
25 MERGER
HDFC Bank and Centurion Bank of Punjab merger at share swap ratio of 129 The Boards of HDFC Bank and Centurion Bank of Punjab met on 25 February 2008 and approved subject to due diligence the share swap ratio for the proposed merger of Centurion Bank of Punjab with HDFC Bank The Scheme of Amalgamation envisages a share exchange ratio of one share of HDFC Bank for twenty nine shares of Centurion Bank of Punjab The combined entity would have a nationwide network of 1148 branches (the largest amongst private sector Banks) a strong deposit base of around Rs 1200 billion and net advances of around Rs 850billion The balance sheet size of the combined entity would be over Rs 1500 billion Commenting on the proposed merger Mr Deepak Parekh Chairman HDFC said ldquoWe were amongst the first to get a banking license the first to do a merger in the private sector with Times Bank in 1999 and now if this deal happens it would be the largest merger in the private sector banking space in India HDFC Bank was looking for an appropriate merger opportunity that would add scale geography and experienced staff to its franchise This opportunity arose and we thought it is an attractive route to supplement HDFC Bankrsquos organic growth We believe that Centurion Bank of Punjab would be the right fit in terms of culture strategic intent and approach to businessrdquo Mr Aditya Puri Managing Director HDFC Bank said ldquoThese are exciting times for the Indian banking industry The proposed merger will position the combined entity to significantly exploit opportunities in a market globally recognized as one of the fastest growing Irsquom particularly bullish about the potential of business synergies and cultural fit between the two organizations The combined entity will be an even greater force in the marketrdquo Mr Rana Talwar Chairman Centurion Bank of Punjab stated ldquoOver the last few years Centurion Bank of Punjab has set benchmarks for growth The bank today has a large nationwide network an extremely valuable franchise 7500
talented employees and strong leadership positions in the market place I believe that the merger with HDFC Bank will create a world class bank in quality and scale and will set the stage to compete with banks both locally as well on a global levelrdquo
Mr Shailendra Bhandari Managing Director and CEO Centurion Bank of Punjab said ldquoWe are extremely pleased to receive the go ahead from our board to pursue this opportunity A merger between the banks provides significant synergies to the combined entity The proposed merger would further improve the franchise and customer proposition offered by the individual banksrdquo
26 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
INTEGRITY CUSTOMER CENTRIC PEOPLE CARE ldquoONE FOR ALL AND ALL FOR ONErdquo TEAM WORK JOY AND SIMPLICITY
CHAPTER 3- RESEARCH OBJECTIVES AND SCOPE OF RESEARCH PROJECT
31 PROBLEM DEFINATION
Personal Banker were with good background human being and through rigorous process of recruitment but still not able to perform up to the expectation level of company HR is not able to sort out the problem why the performance is not coming even after giving the full marketing and operational support The communication technique and dealing with the customers is also a problem to the personal banker
32 OBJECTIVES OF RESEARCH PROJECT
321 PRIMARY OBJECTIVES
bull To acquire new customer by convincing them and to promote the benefits of those which are provided by the bank
bull To find the different way of convincing customersbull To study brand image of the bankbull To increase the business of the bank
322 SECONDARY OBJECTIVES
bull To determine the need and purpose of a personal bankerbull To understand the deciding criteria for people to become a personal bankerbull To offer suggestions based upon the findings
33 PRODUCT SCOPE
Studying the increasing business scope of the bank Market segmentation to find the potential customers for the bank To study how the various products are positioned in the market Corporate marketing of products Customersrsquo perception on the various products of the bank
CHAPTER 4- RESEARCH METHODOLOGY AND LIMITATIONS
All the findings and conclusions obtained are based on the survey done in the working area within the time limit I tried to select the sample representative of the whole group during my summer training I have collected data from people linked with different professional at Gorakhpur
41 RESEARCH PLAN
411 PRELIMINARY INVESTIGATION
bull In which data on the situation surrounding the problems shall be gathered to arrive atbull The correct definition of the problem An understanding of its environment
412 EXPLORATORY STUDY
To determine the approximate area where the problem lies
42 RESEARCH DESIGN
Research was initiated by examining the secondary data to gain insight into the problem By analyzing the secondary data the study aim is to explore the short comings of the present system and primary data will help to validate the analysis of secondary data besides on unrevealing the areas which calls for improvement
421 DEVELOPING THE RESEARCH PLAN
The data for this research project has been collected through self Administration Due to time limitation and other constraints direct personal interview method is used A structured questionnaire was framed as it is less time consuming generates specific and to the point
information easier to tabulate and interpret Moreover respondents prefer to give direct answers In questionnaires open ended and closed ended both the types of questions has been used
422 COLLECTION OF DATA
1 SECONDARY DATA It was collected from internal sources The secondary data was collected on the basis of organizational file official records news papers magazines management books preserved information in the companyrsquos database and website of the company
2 PRIMARY DATA All the people from different profession were personally visited and interviewed They were the main source of Primary data The method of collection of primary data was direct personal interview through a structured questionnaire
43 SAMPLING PLAN Since it is not possible to study whole universe it becomes necessary to take sample from the universe to know about its characteristics
bull Sampling Units Different professionals Chartered Accountants Tax Consultants Lawyers Business Man Professionals and House Wives of Gorakhpur
bull Sample Technique Random Sampling
bull Research Instrument Structured Questionnaire bull Contact Method Personal Interview
44 SAMPLE SIZE My sample size for this project was 50 respondents Since it was not possible to cover the whole universe in the available time period it was necessary for me to take a sample size of 50 respondents
45 DATA COLLECTION INSTRUMENT DEVELOPMENT The mode of collection of data will be based on Survey Method and Field Activity Primary data collection will base on personal interview I have prepared the questionnaire according to the necessity of the data to be collected
46 RESEARCH LIMITATIONS
It was not possible to understand thoroughly about the different marketing aspects of the Financial Consultant within 60 days As stipend money was not given it was difficult to continue the project work All the work was limited in some limited areas of Gorakhpur so the findings should not be generalized The area of research was Gorakhpur and it was too vast an area to cover within 60 days
CHAPTER 5-DATA ANALYSIS INTERPRETATION AND PRESENTATION
Q1Your AgeAns
1 18-23 Years 10 Person 2 24-29 Years 20 Person 3 30-35 Years 10 Person4 35 Years and above 10 Person
Base 50 respondents Interpretation From above response it can be seen that
bull 20 respondentrsquos age are 18 to 23 years bull 35 respondentrsquos age are 24 to 29 years bull 30 respondentrsquos age are 30 to 35 yearsbull 15 respondentrsquos age are 35 to above years
Q2 Marital Status bull Married bull Single
No of Children __________Ans
bull Married 32 Personbull Single 18 Personbull No of Children Nil
Interpretation From above response it can be seen that bull 70 respondents are marriedbull 30 respondents are unmarried
Q3 Educational Qualificationbull Undergraduate bull Graduate bull Postgraduate
9Ansbull Undergraduate 10 Person bull Graduate 22 Person bull Postgraduate 18 Person
Interpretation From above response it can be seen thatbull 25 respondents are Under graduatebull 40 respondents are Graduatebull 35 respondents are Post graduate
Q4 Number Of yearrsquos Are You in Gorakhpur bull Less than five yearrsquos bull More than five yearrsquos
Ansbull Less than five yearrsquos 17 Personbull More than five yearrsquos 33 Person
Interpretation From above response it can be seen thatbull 39 respondents are in Gorakhpur for less than five yearsbull 61 respondents are in Gorakhpur for more than five years
Q5 Your Occupation bull Businessbull Profession bull Service
Ansbull Business 13 Personbull Profession 17 Personbull Service 20 Person
Interpretation From above response it can be seen thatbull 20 respondents Occupation is Businessbull 26 respondents Occupation is Profession bull 54 respondents Occupation is Service
Q6 Your annual household income bull Less than 2 lacs bull Between 2 to 5 lacsbull Between 5to 8 lacsbull More than 8 lacs
Ansbull Less than 2 lacs 32 Personbull Between 2 to 5 lacs 13 Personbull Between 5to 8 lacs 3 Personbull More than 8 lacs 2 Person
Interpretation From above response it can be seen thatbull 49 respondentrsquos annual household income is less than 2 lacsbull 31 respondentrsquos annual household income is between 2 to 5 lacs bull 15 respondentrsquos annual household income is between 5 to 8 lacs bull 5 respondentrsquos annual household income is more than 8 lacs
Q7 What is your perception about different productsservices provided by HDFC bank bull Lucrative bull Not lucrative bull No idea
Ansbull Lucrative 12 Personbull Not lucrative 33 Personbull No idea 5 Person
Interpretation From above response it can be seen thatbull 25 respondentrsquos perception about different products is lucrativebull 60 respondentrsquos perception about different
products is not lucrativebull 15 respondentrsquos have no idea
Q8 Do you want to open an account with HDFC bank bull Yesbull No bull Will tell later
Ansbull Yes 8 Personbull No 5 Personbull Will tell later 37 Person
Interpretation From above response it can be seen thatbull 80 respondents are not interested to open an account with the bankbull 5 respondents are interested to open an account with the bankbull 15 of the respondents say that they will tell later
Q9 Do you have all the documents which are required to open an accountbull Yesbull No
Ansbull Yes 15 Personbull No 35 Person
Interpretation From above response it can be seen thatbull 60 respondents have all the documents which are required to open an account with the
bankbull 25 respondents do not have all the documents which are required to open an account
with the bank
Q10 Are you aware that the bank provides you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull Yes bull No
Ans bull Yes 32 Personbull No 18 Person
Interpretation From above response it can be seen thatbull 20 respondents are aware of itbull 40 respondents are not aware of it
Q11Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
Ans bull Yes 15 Personbull No 35 Person
Interpretation From above response it can be seen thatbull 12 respondents are familiar with different terms and conditions which are very much
essential to maintain account with the bank bull 88 respondents have no idea about it
Q13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
Ans bull Yes 38 Personbull No 12 Person
Interpretation From above response it can be seen that
bull 41 respondents are known about HDFC Bankrsquos recruitment policies related to personal banker
bull 59 respondents are not known about HDFC Bankrsquos recruitment policies related to personal banker
CHAPTER 6- CONCLUSIONS AND SUGGESTIONS
61 CONCLUSIONS
HDFC Bank the banking arm of HDFC is expected to go on stream The bank already has good number of employees on board and is recruiting personal banker heavily to take the headcount to many more It is on the brim of increasing its customers through its attractive schemes and offer
The project opportunities provided was market segmentation and identifying prospective customers in potential geographical location and convincing them to attract more customers so that new business opportunities of the bank can be explored Through this project it could be concluded that people are not much aware about the various products of the bank and many of them not interested to open an account to invest money at all services was considered as unsought good which require hard core selling but in changing trend in income and people becoming financially literate the demand for banking sector is increasing day by day
So at last the conclusion is that there is tough competition ahead for the company from its major competitors in the banking sector Last but not the least I would like to thank HDFC Bank for giving me an opportunity to work in the field of Marketing and Operation I hope the company finds my analysis relevant
62 SUGGESTIONS
Finally some recommendations for the company are as fallows-
bull To make people aware about the benefit of becoming a customer of HDFC Bank following activities of advertisement should be done through
1 Print Media 2 Hoarding amp Banners3 Stalls in Trade Fares 4 Distribution of leaflets containing details information
Other facilities must be provide to the customerbull The bank should provide life time valid ATM card to all its customers
bull Minimum balance for savings account should be reduced from Rs 10000 to Rs 1000 so that people who are not financially strong enough can maintain their account properly
bull The company should provide a pass book to all its customersbull Make people understand about the various benefits of its productsbull Company should organize the program in the society so that people will be aware about
the company and different products of the bankbull Company should open more branches in different cities
CHAPTER 7- LIMITATIONS
Every work has its own limitation Limitations are extent to which the process should not exceed Limitations of this project are
bull The project was constrained by time limit of two monthsbull Mindset of people may very depending upon their age gender income etc bull Getting appointment from the concern person was very difficultbull People mind set about the survey was obstacles in acquiring complete Respondents were
very busy in their schedule So it was very time consuming for information amp positive interaction them to answer all the questions properly
ANNEXURES
1 QUESTIONNAIRE
DearSirMadamName helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Address helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Contact No reghelliphelliphelliphelliphelliphellip( O)helliphelliphelliphelliphelliphellip (M)helliphelliphelliphelliphelliphelliphelliphelliphellip City helliphelliphellipPin helliphelliphelliphelliphelliphelliphellipState helliphelliphelliphelliphelliphelliphelliphelliphellipI am a student of Mangalmay Institute of Management Studies presently doing a project onldquoIN WHICH AREA MORE FOCUS MARKETING OR OPERATIONrdquoI request you to kindly fill the questionnaire below and I assure you that the data generated shall be kept confidential1 Your Age ____________________ 2 Education Qualification
1 Undergraduate 2 Graduate 3 Postgraduate
3 Marital Status bull Married bull Single No of Children __________
4 Number Of yearrsquos Are You in Gorakhpur bull Less than five yearrsquos bull More than five yearrsquos
5 Occupationbull Businessbull Profession bull Service
(Please mention below the type of businessprofession you are in incase of service please mention your organization name and designation)
6Your annual household income bull ltthan 2 lack bull Between 2 to 5 lack bull Between 5 to 8 lack bull gtthan 8 lack
7 What is your perception about different products and services offered by HDFC Bank
bull Lucrative bull Not lucrative bull No idea
9 Do you want to open an savings account with HDFC Bankbull Lucrative bull Not lucrative bull No idea
10 Do you have all the documents which are required to open an accountbull Yes bull No
11 Are you aware of that HDFC Bank provide you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull yes bull No
12 Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
DatePlace Signature
Thank You
BIBLIOGRAPHY
1 BOOKS
Marketing Management (10th Edition) Marketing Management (3rd Edition) Research Methodology (2nd Edition) Research Methodology(3rd Edition)
AUTHORS Philip Kotler VS Ramaswamy CRKothary SP Kasande
2 NEWS PAPERS bull Times of India bull Financial Express
3 WEBSITESwwwhdfcbankcom wwwgooglecom
2 SYSTEMATIZE
Systematize is focus on efficient and effective Storage method That means it identify organize and arrange retrieval It largely focus on good labeling and identification practicesObjective ldquoA place for everything and everything in its placerdquo
3 SPIC- n - SPAN
Spic-n-Span focuses on regular clearing and self inspection It brings in the sense of ownership
4 STANDERDIZE
It focuses on simplification and standardization It involves standard rules and policies It establish checklist to facilitate autonomous maintenance of workplace It assigns responsibility for doing various jobs and decides on Five S frequency
5 SUSTAIN
It focuses on defining a new status and standard of organized work place Sustain means regular training to maintain standards developed under S-4 It brings in self- discipline and commitment towards workplace organization
COLOR CODING
In the HDFC BANK each department has their different color coding apply on the different file Due to this everyone aware about their particular color file which is coding on it and they save their valuable time It is a part of Kaizen and also included in the system of the Five lsquoSrsquo Logic behind it that the color coding are always differentiate the things from the similar one
HUMAN RESOURCES
The Bankrsquos staffing needs continued to increase during the year
DEPARTMENT
Welcome Desk
Personal Banker
Teller
Relationship Manager
Branch Manager
Demat
Others
particularly in the retail banking businesses in line with the business growth Total number of employees increased from 14878 as of March31 2006 to 21477 as of March 31 2008The Bank continues to focus on training its employees on a continuing basis both on the job and through training programs conducted by internal and external faculty
The Bank has consistently believed that broader employee ownership of its shares has a positive impact on its performance and employee motivation The Bankrsquos employee stock option scheme so far covers around 9000 employees
MANAGEMENT
Mr Jagdish Capoor took over as the banks Chairman in July 2001 Prior to this Mr Capoor was a Deputy Governor of the Reserve Bank of India The Managing Director Mr Aditya Puri has been a professional banker for over 25 years and before joining HDFC Bank in 1994 was heading Citibanks operations in Malaysia The Banks Board of Directors is composed of eminent individuals with a wealth of experience in public policy administration industry and commercial banking Senior executives representing HDFC are also on the Board Senior banking professionals with substantial experience in India and abroad head various businesses and functions and report to the Managing Director Given the professional expertise of the management team and the overall focus on recruiting and retaining the best talent in the industry the bank believes that its people are a significant competitive strength
TECHNOLOGY
HDFC Bank operates in a highly automated environment in terms of information technology and communication systems All the banks 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 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 The Banks 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
HDFC BANK business strategy emphasizes the following
Increase market share in Indiarsquos expanding banking and financial services industry by following a disciplined growth strategy focusing on quality and not on quantity and delivering high quality customer service Leverage our technology platform and open scaleable systems to deliver more products to more customers and to control operating costs Maintain current high standards for asset quality through disciplined credit risk managementDevelope innovative
products and services that attract the targeted customers and address inefficiencies in the Indian financial sector Continue to develop products and services that reduce bankrsquos cost of funds Focus on high earnings growth with low volatility 22 PRODUCT SCOPE
HDFC Bank offers a bunch of products and services to meet the every need of the people The company cares for both individuals as well as corporate and small and medium enterprises For individuals the company has a range accounts investment and pension scheme different types of loans and cards that assist the customers The customers can choose the suitable one from a range of products which will suit their life-stage and needs For organizations the company has a host of customized solutions that range from funded services Non-funded services Value addition services Mutual fund etc These affordable plans apart from providing long term value to the employees help in enhancing goodwill of the company The products of the company are categorized into various sections which are as follows
bull Accounts and depositsbull Loansbull Investments and Insurance bull Forex and payment services bull Cards bull Customer center
23 PRODUCTS AND SERVICES AT A GLANCE
1 PERSONAL BANKING SERVICES
A Accounts amp Deposits Savings Account
bull Regular Savings Account bull Savings Plus Accountbull Savings Max Accountbull Senior Citizens Account bull No Frills Account bull Institutional Savings Account bull Payroll Salary Account bull Classic Salary Account bull Regular Salary Accountbull Premium Salary Account bull Defence Salary Account bull Kids Advantage Account bull Pension Saving Bank Account
bull Family Savings Account bull Kisan No Frills Savings Account bull Kisan Club Savings Account
Current Accountbull Plus Current Account bull Trade Current Account bull Premium Current Account bull Regular Current Account bull Apex Current Account bull Max Current Accountbull Reimbursement Current Account
Fixed Depositbull Regular Fixed Deposit bull Super Saver Account bull Sweep-in Account
Recurring DepositDemat AccountSafe Deposit Locker
B Loans bull Personal Loans bull Home Loans bull Two Wheeler Loans bull New Car Loans bull Used Car Loans bull Overdraft against Car bull Express Loans bull Loan against Securities bull Loan against Property bull Commercial Vehicle Finance bull Working Capital Finance bull Construction Equipment Finance
C Investments amp Insurance bull Mutual Funds bull Insurance bull Bonds bull Financial Planning bull Knowledge Centre bull Equities amp Derivatives bull Mudra Gold Bar
D Forex Services bull Trade Finance bull Travelerrsquos Cheques bull Foreign Currency Cash bull Foreign Currency Drafts bull Foreign Currency Cheque Deposits bull Foreign Currency Remittances bull Forex Plus Card
E Payment Services bull Net Safe bull Prepaid Refill bull Bill Pay bull Direct Pay bull Visa Money Transferbull E-Monies Electronic Funds Transfer bull Excise amp Service Tax Payment
F Access Your Bank - One View bull Insta Alerts bull Mobile Banking bull ATM bull Phone Banking bull Branch Network
G Cards bull Silver Credit Card bull Gold Credit Card bull Womans Gold Credit Card bull Platinum plus Credit Card bull Titanium Credit Card bull Value plus Credit Card bull Health plus Credit Cardbull HDFC Bank Idea Silver Cardbull HDFC Bank Idea Gold Card
2 WHOLESALE BANKING SERVICESbull Funded Servicesbull Non Funded Servicesbull Value Added Servicesbull Internet Bankingbull Clearing Sub-Membership
bull RTGS ndash sub membershipbull Fund Transferbull ATM Tie-upsbull Corporate Salary acbull Tax Collectionbull Financial Institutionsbull Mutual Fundsbull Stock Brokersbull Insurance Companiesbull Commodities Business bull Trusts
3 NRI BANKING SERVICESbull Rupee Saving acbull Rupee Current acbull Rupee Fixed Depositsbull Foreign Currency Depositsbull Accounts for Returning Indiansbull Payment Servicesbull Net Safebull Bill Paybull Insta Paybull Direct Paybull Visa Moneybull Online Donationbull Remittances
24 MILESTONES IN THE HISTORY
HDFC Bank began its operations in 1995 with a simple mission to be a World-class Indian Bank They realized that only a single-minded focus on product quality and service excellence would help us get there Today they are proud to say that they are well on our way towards that goal It is extremely gratifying that their efforts towards providing customer convenience have been appreciated both nationally and internationally
2009
Asia Money 2009 Awards
Best Domestic Bank in India
IBA Banking Technology Awards 2009
Best IT Governance Award - Runner up
Global Finance Award
Best Trade Finance Bank in India for 2009
IDRBT Banking Technology Excellence Award 2008
Best IT Governance and Value Delivery
Asian Banker Excellence in Retail Financial Services
Asian Banker Best Retail Bank in India Award 2009
2008
Finance Asia Country Awards for Achievement 2008 Best Bank and Best Cash Management Bank
CNN-IBNIndian of the Year (Business)
Nasscom IT User Award 2008Best IT Adoption in the Banking Sector
Business India Best Bank 2008
Forbes Asia Fab 50 companies in Asia Pacific
Asian Banker Excellence in Retail Financial Services Best Retail Bank 2008
Asiamoney Best local Cash Management Bank Award voted by Corporates
Microsoft amp Indian Express Group Security Strategist Award 2008
World Trade Center Award of honourFor outstanding contribution to international trade services
Business Today-Monitor Group surveyOne of Indias Most Innovative Companies
Financial Express-Ernst amp Young AwardBest Bank Award in the Private Sector category
2007
Dun amp Bradstreet ndash American Express Corporate Best Bank Award 2007Corporate Best Bank Award
The Bombay Stock Exchange and Nasscom Foundations Business for Social Responsibility Awards 2007Best Corporate Social Responsibility Practice Award
Outlook Money amp NDTV ProfitBest Bank Award in the Private sector category
The Asian Banker Excellence in Retail Financial Services AwardsBest Retail Bank in India
Asian BankerOur Managing Director Aditya Puri wins the Leadership Achievement Award for India
25 MERGER
HDFC Bank and Centurion Bank of Punjab merger at share swap ratio of 129 The Boards of HDFC Bank and Centurion Bank of Punjab met on 25 February 2008 and approved subject to due diligence the share swap ratio for the proposed merger of Centurion Bank of Punjab with HDFC Bank The Scheme of Amalgamation envisages a share exchange ratio of one share of HDFC Bank for twenty nine shares of Centurion Bank of Punjab The combined entity would have a nationwide network of 1148 branches (the largest amongst private sector Banks) a strong deposit base of around Rs 1200 billion and net advances of around Rs 850billion The balance sheet size of the combined entity would be over Rs 1500 billion Commenting on the proposed merger Mr Deepak Parekh Chairman HDFC said ldquoWe were amongst the first to get a banking license the first to do a merger in the private sector with Times Bank in 1999 and now if this deal happens it would be the largest merger in the private sector banking space in India HDFC Bank was looking for an appropriate merger opportunity that would add scale geography and experienced staff to its franchise This opportunity arose and we thought it is an attractive route to supplement HDFC Bankrsquos organic growth We believe that Centurion Bank of Punjab would be the right fit in terms of culture strategic intent and approach to businessrdquo Mr Aditya Puri Managing Director HDFC Bank said ldquoThese are exciting times for the Indian banking industry The proposed merger will position the combined entity to significantly exploit opportunities in a market globally recognized as one of the fastest growing Irsquom particularly bullish about the potential of business synergies and cultural fit between the two organizations The combined entity will be an even greater force in the marketrdquo Mr Rana Talwar Chairman Centurion Bank of Punjab stated ldquoOver the last few years Centurion Bank of Punjab has set benchmarks for growth The bank today has a large nationwide network an extremely valuable franchise 7500
talented employees and strong leadership positions in the market place I believe that the merger with HDFC Bank will create a world class bank in quality and scale and will set the stage to compete with banks both locally as well on a global levelrdquo
Mr Shailendra Bhandari Managing Director and CEO Centurion Bank of Punjab said ldquoWe are extremely pleased to receive the go ahead from our board to pursue this opportunity A merger between the banks provides significant synergies to the combined entity The proposed merger would further improve the franchise and customer proposition offered by the individual banksrdquo
26 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
INTEGRITY CUSTOMER CENTRIC PEOPLE CARE ldquoONE FOR ALL AND ALL FOR ONErdquo TEAM WORK JOY AND SIMPLICITY
CHAPTER 3- RESEARCH OBJECTIVES AND SCOPE OF RESEARCH PROJECT
31 PROBLEM DEFINATION
Personal Banker were with good background human being and through rigorous process of recruitment but still not able to perform up to the expectation level of company HR is not able to sort out the problem why the performance is not coming even after giving the full marketing and operational support The communication technique and dealing with the customers is also a problem to the personal banker
32 OBJECTIVES OF RESEARCH PROJECT
321 PRIMARY OBJECTIVES
bull To acquire new customer by convincing them and to promote the benefits of those which are provided by the bank
bull To find the different way of convincing customersbull To study brand image of the bankbull To increase the business of the bank
322 SECONDARY OBJECTIVES
bull To determine the need and purpose of a personal bankerbull To understand the deciding criteria for people to become a personal bankerbull To offer suggestions based upon the findings
33 PRODUCT SCOPE
Studying the increasing business scope of the bank Market segmentation to find the potential customers for the bank To study how the various products are positioned in the market Corporate marketing of products Customersrsquo perception on the various products of the bank
CHAPTER 4- RESEARCH METHODOLOGY AND LIMITATIONS
All the findings and conclusions obtained are based on the survey done in the working area within the time limit I tried to select the sample representative of the whole group during my summer training I have collected data from people linked with different professional at Gorakhpur
41 RESEARCH PLAN
411 PRELIMINARY INVESTIGATION
bull In which data on the situation surrounding the problems shall be gathered to arrive atbull The correct definition of the problem An understanding of its environment
412 EXPLORATORY STUDY
To determine the approximate area where the problem lies
42 RESEARCH DESIGN
Research was initiated by examining the secondary data to gain insight into the problem By analyzing the secondary data the study aim is to explore the short comings of the present system and primary data will help to validate the analysis of secondary data besides on unrevealing the areas which calls for improvement
421 DEVELOPING THE RESEARCH PLAN
The data for this research project has been collected through self Administration Due to time limitation and other constraints direct personal interview method is used A structured questionnaire was framed as it is less time consuming generates specific and to the point
information easier to tabulate and interpret Moreover respondents prefer to give direct answers In questionnaires open ended and closed ended both the types of questions has been used
422 COLLECTION OF DATA
1 SECONDARY DATA It was collected from internal sources The secondary data was collected on the basis of organizational file official records news papers magazines management books preserved information in the companyrsquos database and website of the company
2 PRIMARY DATA All the people from different profession were personally visited and interviewed They were the main source of Primary data The method of collection of primary data was direct personal interview through a structured questionnaire
43 SAMPLING PLAN Since it is not possible to study whole universe it becomes necessary to take sample from the universe to know about its characteristics
bull Sampling Units Different professionals Chartered Accountants Tax Consultants Lawyers Business Man Professionals and House Wives of Gorakhpur
bull Sample Technique Random Sampling
bull Research Instrument Structured Questionnaire bull Contact Method Personal Interview
44 SAMPLE SIZE My sample size for this project was 50 respondents Since it was not possible to cover the whole universe in the available time period it was necessary for me to take a sample size of 50 respondents
45 DATA COLLECTION INSTRUMENT DEVELOPMENT The mode of collection of data will be based on Survey Method and Field Activity Primary data collection will base on personal interview I have prepared the questionnaire according to the necessity of the data to be collected
46 RESEARCH LIMITATIONS
It was not possible to understand thoroughly about the different marketing aspects of the Financial Consultant within 60 days As stipend money was not given it was difficult to continue the project work All the work was limited in some limited areas of Gorakhpur so the findings should not be generalized The area of research was Gorakhpur and it was too vast an area to cover within 60 days
CHAPTER 5-DATA ANALYSIS INTERPRETATION AND PRESENTATION
Q1Your AgeAns
1 18-23 Years 10 Person 2 24-29 Years 20 Person 3 30-35 Years 10 Person4 35 Years and above 10 Person
Base 50 respondents Interpretation From above response it can be seen that
bull 20 respondentrsquos age are 18 to 23 years bull 35 respondentrsquos age are 24 to 29 years bull 30 respondentrsquos age are 30 to 35 yearsbull 15 respondentrsquos age are 35 to above years
Q2 Marital Status bull Married bull Single
No of Children __________Ans
bull Married 32 Personbull Single 18 Personbull No of Children Nil
Interpretation From above response it can be seen that bull 70 respondents are marriedbull 30 respondents are unmarried
Q3 Educational Qualificationbull Undergraduate bull Graduate bull Postgraduate
9Ansbull Undergraduate 10 Person bull Graduate 22 Person bull Postgraduate 18 Person
Interpretation From above response it can be seen thatbull 25 respondents are Under graduatebull 40 respondents are Graduatebull 35 respondents are Post graduate
Q4 Number Of yearrsquos Are You in Gorakhpur bull Less than five yearrsquos bull More than five yearrsquos
Ansbull Less than five yearrsquos 17 Personbull More than five yearrsquos 33 Person
Interpretation From above response it can be seen thatbull 39 respondents are in Gorakhpur for less than five yearsbull 61 respondents are in Gorakhpur for more than five years
Q5 Your Occupation bull Businessbull Profession bull Service
Ansbull Business 13 Personbull Profession 17 Personbull Service 20 Person
Interpretation From above response it can be seen thatbull 20 respondents Occupation is Businessbull 26 respondents Occupation is Profession bull 54 respondents Occupation is Service
Q6 Your annual household income bull Less than 2 lacs bull Between 2 to 5 lacsbull Between 5to 8 lacsbull More than 8 lacs
Ansbull Less than 2 lacs 32 Personbull Between 2 to 5 lacs 13 Personbull Between 5to 8 lacs 3 Personbull More than 8 lacs 2 Person
Interpretation From above response it can be seen thatbull 49 respondentrsquos annual household income is less than 2 lacsbull 31 respondentrsquos annual household income is between 2 to 5 lacs bull 15 respondentrsquos annual household income is between 5 to 8 lacs bull 5 respondentrsquos annual household income is more than 8 lacs
Q7 What is your perception about different productsservices provided by HDFC bank bull Lucrative bull Not lucrative bull No idea
Ansbull Lucrative 12 Personbull Not lucrative 33 Personbull No idea 5 Person
Interpretation From above response it can be seen thatbull 25 respondentrsquos perception about different products is lucrativebull 60 respondentrsquos perception about different
products is not lucrativebull 15 respondentrsquos have no idea
Q8 Do you want to open an account with HDFC bank bull Yesbull No bull Will tell later
Ansbull Yes 8 Personbull No 5 Personbull Will tell later 37 Person
Interpretation From above response it can be seen thatbull 80 respondents are not interested to open an account with the bankbull 5 respondents are interested to open an account with the bankbull 15 of the respondents say that they will tell later
Q9 Do you have all the documents which are required to open an accountbull Yesbull No
Ansbull Yes 15 Personbull No 35 Person
Interpretation From above response it can be seen thatbull 60 respondents have all the documents which are required to open an account with the
bankbull 25 respondents do not have all the documents which are required to open an account
with the bank
Q10 Are you aware that the bank provides you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull Yes bull No
Ans bull Yes 32 Personbull No 18 Person
Interpretation From above response it can be seen thatbull 20 respondents are aware of itbull 40 respondents are not aware of it
Q11Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
Ans bull Yes 15 Personbull No 35 Person
Interpretation From above response it can be seen thatbull 12 respondents are familiar with different terms and conditions which are very much
essential to maintain account with the bank bull 88 respondents have no idea about it
Q13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
Ans bull Yes 38 Personbull No 12 Person
Interpretation From above response it can be seen that
bull 41 respondents are known about HDFC Bankrsquos recruitment policies related to personal banker
bull 59 respondents are not known about HDFC Bankrsquos recruitment policies related to personal banker
CHAPTER 6- CONCLUSIONS AND SUGGESTIONS
61 CONCLUSIONS
HDFC Bank the banking arm of HDFC is expected to go on stream The bank already has good number of employees on board and is recruiting personal banker heavily to take the headcount to many more It is on the brim of increasing its customers through its attractive schemes and offer
The project opportunities provided was market segmentation and identifying prospective customers in potential geographical location and convincing them to attract more customers so that new business opportunities of the bank can be explored Through this project it could be concluded that people are not much aware about the various products of the bank and many of them not interested to open an account to invest money at all services was considered as unsought good which require hard core selling but in changing trend in income and people becoming financially literate the demand for banking sector is increasing day by day
So at last the conclusion is that there is tough competition ahead for the company from its major competitors in the banking sector Last but not the least I would like to thank HDFC Bank for giving me an opportunity to work in the field of Marketing and Operation I hope the company finds my analysis relevant
62 SUGGESTIONS
Finally some recommendations for the company are as fallows-
bull To make people aware about the benefit of becoming a customer of HDFC Bank following activities of advertisement should be done through
1 Print Media 2 Hoarding amp Banners3 Stalls in Trade Fares 4 Distribution of leaflets containing details information
Other facilities must be provide to the customerbull The bank should provide life time valid ATM card to all its customers
bull Minimum balance for savings account should be reduced from Rs 10000 to Rs 1000 so that people who are not financially strong enough can maintain their account properly
bull The company should provide a pass book to all its customersbull Make people understand about the various benefits of its productsbull Company should organize the program in the society so that people will be aware about
the company and different products of the bankbull Company should open more branches in different cities
CHAPTER 7- LIMITATIONS
Every work has its own limitation Limitations are extent to which the process should not exceed Limitations of this project are
bull The project was constrained by time limit of two monthsbull Mindset of people may very depending upon their age gender income etc bull Getting appointment from the concern person was very difficultbull People mind set about the survey was obstacles in acquiring complete Respondents were
very busy in their schedule So it was very time consuming for information amp positive interaction them to answer all the questions properly
ANNEXURES
1 QUESTIONNAIRE
DearSirMadamName helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Address helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Contact No reghelliphelliphelliphelliphelliphellip( O)helliphelliphelliphelliphelliphellip (M)helliphelliphelliphelliphelliphelliphelliphelliphellip City helliphelliphellipPin helliphelliphelliphelliphelliphelliphellipState helliphelliphelliphelliphelliphelliphelliphelliphellipI am a student of Mangalmay Institute of Management Studies presently doing a project onldquoIN WHICH AREA MORE FOCUS MARKETING OR OPERATIONrdquoI request you to kindly fill the questionnaire below and I assure you that the data generated shall be kept confidential1 Your Age ____________________ 2 Education Qualification
1 Undergraduate 2 Graduate 3 Postgraduate
3 Marital Status bull Married bull Single No of Children __________
4 Number Of yearrsquos Are You in Gorakhpur bull Less than five yearrsquos bull More than five yearrsquos
5 Occupationbull Businessbull Profession bull Service
(Please mention below the type of businessprofession you are in incase of service please mention your organization name and designation)
6Your annual household income bull ltthan 2 lack bull Between 2 to 5 lack bull Between 5 to 8 lack bull gtthan 8 lack
7 What is your perception about different products and services offered by HDFC Bank
bull Lucrative bull Not lucrative bull No idea
9 Do you want to open an savings account with HDFC Bankbull Lucrative bull Not lucrative bull No idea
10 Do you have all the documents which are required to open an accountbull Yes bull No
11 Are you aware of that HDFC Bank provide you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull yes bull No
12 Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
DatePlace Signature
Thank You
BIBLIOGRAPHY
1 BOOKS
Marketing Management (10th Edition) Marketing Management (3rd Edition) Research Methodology (2nd Edition) Research Methodology(3rd Edition)
AUTHORS Philip Kotler VS Ramaswamy CRKothary SP Kasande
2 NEWS PAPERS bull Times of India bull Financial Express
3 WEBSITESwwwhdfcbankcom wwwgooglecom
particularly in the retail banking businesses in line with the business growth Total number of employees increased from 14878 as of March31 2006 to 21477 as of March 31 2008The Bank continues to focus on training its employees on a continuing basis both on the job and through training programs conducted by internal and external faculty
The Bank has consistently believed that broader employee ownership of its shares has a positive impact on its performance and employee motivation The Bankrsquos employee stock option scheme so far covers around 9000 employees
MANAGEMENT
Mr Jagdish Capoor took over as the banks Chairman in July 2001 Prior to this Mr Capoor was a Deputy Governor of the Reserve Bank of India The Managing Director Mr Aditya Puri has been a professional banker for over 25 years and before joining HDFC Bank in 1994 was heading Citibanks operations in Malaysia The Banks Board of Directors is composed of eminent individuals with a wealth of experience in public policy administration industry and commercial banking Senior executives representing HDFC are also on the Board Senior banking professionals with substantial experience in India and abroad head various businesses and functions and report to the Managing Director Given the professional expertise of the management team and the overall focus on recruiting and retaining the best talent in the industry the bank believes that its people are a significant competitive strength
TECHNOLOGY
HDFC Bank operates in a highly automated environment in terms of information technology and communication systems All the banks 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 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 The Banks 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
HDFC BANK business strategy emphasizes the following
Increase market share in Indiarsquos expanding banking and financial services industry by following a disciplined growth strategy focusing on quality and not on quantity and delivering high quality customer service Leverage our technology platform and open scaleable systems to deliver more products to more customers and to control operating costs Maintain current high standards for asset quality through disciplined credit risk managementDevelope innovative
products and services that attract the targeted customers and address inefficiencies in the Indian financial sector Continue to develop products and services that reduce bankrsquos cost of funds Focus on high earnings growth with low volatility 22 PRODUCT SCOPE
HDFC Bank offers a bunch of products and services to meet the every need of the people The company cares for both individuals as well as corporate and small and medium enterprises For individuals the company has a range accounts investment and pension scheme different types of loans and cards that assist the customers The customers can choose the suitable one from a range of products which will suit their life-stage and needs For organizations the company has a host of customized solutions that range from funded services Non-funded services Value addition services Mutual fund etc These affordable plans apart from providing long term value to the employees help in enhancing goodwill of the company The products of the company are categorized into various sections which are as follows
bull Accounts and depositsbull Loansbull Investments and Insurance bull Forex and payment services bull Cards bull Customer center
23 PRODUCTS AND SERVICES AT A GLANCE
1 PERSONAL BANKING SERVICES
A Accounts amp Deposits Savings Account
bull Regular Savings Account bull Savings Plus Accountbull Savings Max Accountbull Senior Citizens Account bull No Frills Account bull Institutional Savings Account bull Payroll Salary Account bull Classic Salary Account bull Regular Salary Accountbull Premium Salary Account bull Defence Salary Account bull Kids Advantage Account bull Pension Saving Bank Account
bull Family Savings Account bull Kisan No Frills Savings Account bull Kisan Club Savings Account
Current Accountbull Plus Current Account bull Trade Current Account bull Premium Current Account bull Regular Current Account bull Apex Current Account bull Max Current Accountbull Reimbursement Current Account
Fixed Depositbull Regular Fixed Deposit bull Super Saver Account bull Sweep-in Account
Recurring DepositDemat AccountSafe Deposit Locker
B Loans bull Personal Loans bull Home Loans bull Two Wheeler Loans bull New Car Loans bull Used Car Loans bull Overdraft against Car bull Express Loans bull Loan against Securities bull Loan against Property bull Commercial Vehicle Finance bull Working Capital Finance bull Construction Equipment Finance
C Investments amp Insurance bull Mutual Funds bull Insurance bull Bonds bull Financial Planning bull Knowledge Centre bull Equities amp Derivatives bull Mudra Gold Bar
D Forex Services bull Trade Finance bull Travelerrsquos Cheques bull Foreign Currency Cash bull Foreign Currency Drafts bull Foreign Currency Cheque Deposits bull Foreign Currency Remittances bull Forex Plus Card
E Payment Services bull Net Safe bull Prepaid Refill bull Bill Pay bull Direct Pay bull Visa Money Transferbull E-Monies Electronic Funds Transfer bull Excise amp Service Tax Payment
F Access Your Bank - One View bull Insta Alerts bull Mobile Banking bull ATM bull Phone Banking bull Branch Network
G Cards bull Silver Credit Card bull Gold Credit Card bull Womans Gold Credit Card bull Platinum plus Credit Card bull Titanium Credit Card bull Value plus Credit Card bull Health plus Credit Cardbull HDFC Bank Idea Silver Cardbull HDFC Bank Idea Gold Card
2 WHOLESALE BANKING SERVICESbull Funded Servicesbull Non Funded Servicesbull Value Added Servicesbull Internet Bankingbull Clearing Sub-Membership
bull RTGS ndash sub membershipbull Fund Transferbull ATM Tie-upsbull Corporate Salary acbull Tax Collectionbull Financial Institutionsbull Mutual Fundsbull Stock Brokersbull Insurance Companiesbull Commodities Business bull Trusts
3 NRI BANKING SERVICESbull Rupee Saving acbull Rupee Current acbull Rupee Fixed Depositsbull Foreign Currency Depositsbull Accounts for Returning Indiansbull Payment Servicesbull Net Safebull Bill Paybull Insta Paybull Direct Paybull Visa Moneybull Online Donationbull Remittances
24 MILESTONES IN THE HISTORY
HDFC Bank began its operations in 1995 with a simple mission to be a World-class Indian Bank They realized that only a single-minded focus on product quality and service excellence would help us get there Today they are proud to say that they are well on our way towards that goal It is extremely gratifying that their efforts towards providing customer convenience have been appreciated both nationally and internationally
2009
Asia Money 2009 Awards
Best Domestic Bank in India
IBA Banking Technology Awards 2009
Best IT Governance Award - Runner up
Global Finance Award
Best Trade Finance Bank in India for 2009
IDRBT Banking Technology Excellence Award 2008
Best IT Governance and Value Delivery
Asian Banker Excellence in Retail Financial Services
Asian Banker Best Retail Bank in India Award 2009
2008
Finance Asia Country Awards for Achievement 2008 Best Bank and Best Cash Management Bank
CNN-IBNIndian of the Year (Business)
Nasscom IT User Award 2008Best IT Adoption in the Banking Sector
Business India Best Bank 2008
Forbes Asia Fab 50 companies in Asia Pacific
Asian Banker Excellence in Retail Financial Services Best Retail Bank 2008
Asiamoney Best local Cash Management Bank Award voted by Corporates
Microsoft amp Indian Express Group Security Strategist Award 2008
World Trade Center Award of honourFor outstanding contribution to international trade services
Business Today-Monitor Group surveyOne of Indias Most Innovative Companies
Financial Express-Ernst amp Young AwardBest Bank Award in the Private Sector category
2007
Dun amp Bradstreet ndash American Express Corporate Best Bank Award 2007Corporate Best Bank Award
The Bombay Stock Exchange and Nasscom Foundations Business for Social Responsibility Awards 2007Best Corporate Social Responsibility Practice Award
Outlook Money amp NDTV ProfitBest Bank Award in the Private sector category
The Asian Banker Excellence in Retail Financial Services AwardsBest Retail Bank in India
Asian BankerOur Managing Director Aditya Puri wins the Leadership Achievement Award for India
25 MERGER
HDFC Bank and Centurion Bank of Punjab merger at share swap ratio of 129 The Boards of HDFC Bank and Centurion Bank of Punjab met on 25 February 2008 and approved subject to due diligence the share swap ratio for the proposed merger of Centurion Bank of Punjab with HDFC Bank The Scheme of Amalgamation envisages a share exchange ratio of one share of HDFC Bank for twenty nine shares of Centurion Bank of Punjab The combined entity would have a nationwide network of 1148 branches (the largest amongst private sector Banks) a strong deposit base of around Rs 1200 billion and net advances of around Rs 850billion The balance sheet size of the combined entity would be over Rs 1500 billion Commenting on the proposed merger Mr Deepak Parekh Chairman HDFC said ldquoWe were amongst the first to get a banking license the first to do a merger in the private sector with Times Bank in 1999 and now if this deal happens it would be the largest merger in the private sector banking space in India HDFC Bank was looking for an appropriate merger opportunity that would add scale geography and experienced staff to its franchise This opportunity arose and we thought it is an attractive route to supplement HDFC Bankrsquos organic growth We believe that Centurion Bank of Punjab would be the right fit in terms of culture strategic intent and approach to businessrdquo Mr Aditya Puri Managing Director HDFC Bank said ldquoThese are exciting times for the Indian banking industry The proposed merger will position the combined entity to significantly exploit opportunities in a market globally recognized as one of the fastest growing Irsquom particularly bullish about the potential of business synergies and cultural fit between the two organizations The combined entity will be an even greater force in the marketrdquo Mr Rana Talwar Chairman Centurion Bank of Punjab stated ldquoOver the last few years Centurion Bank of Punjab has set benchmarks for growth The bank today has a large nationwide network an extremely valuable franchise 7500
talented employees and strong leadership positions in the market place I believe that the merger with HDFC Bank will create a world class bank in quality and scale and will set the stage to compete with banks both locally as well on a global levelrdquo
Mr Shailendra Bhandari Managing Director and CEO Centurion Bank of Punjab said ldquoWe are extremely pleased to receive the go ahead from our board to pursue this opportunity A merger between the banks provides significant synergies to the combined entity The proposed merger would further improve the franchise and customer proposition offered by the individual banksrdquo
26 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
INTEGRITY CUSTOMER CENTRIC PEOPLE CARE ldquoONE FOR ALL AND ALL FOR ONErdquo TEAM WORK JOY AND SIMPLICITY
CHAPTER 3- RESEARCH OBJECTIVES AND SCOPE OF RESEARCH PROJECT
31 PROBLEM DEFINATION
Personal Banker were with good background human being and through rigorous process of recruitment but still not able to perform up to the expectation level of company HR is not able to sort out the problem why the performance is not coming even after giving the full marketing and operational support The communication technique and dealing with the customers is also a problem to the personal banker
32 OBJECTIVES OF RESEARCH PROJECT
321 PRIMARY OBJECTIVES
bull To acquire new customer by convincing them and to promote the benefits of those which are provided by the bank
bull To find the different way of convincing customersbull To study brand image of the bankbull To increase the business of the bank
322 SECONDARY OBJECTIVES
bull To determine the need and purpose of a personal bankerbull To understand the deciding criteria for people to become a personal bankerbull To offer suggestions based upon the findings
33 PRODUCT SCOPE
Studying the increasing business scope of the bank Market segmentation to find the potential customers for the bank To study how the various products are positioned in the market Corporate marketing of products Customersrsquo perception on the various products of the bank
CHAPTER 4- RESEARCH METHODOLOGY AND LIMITATIONS
All the findings and conclusions obtained are based on the survey done in the working area within the time limit I tried to select the sample representative of the whole group during my summer training I have collected data from people linked with different professional at Gorakhpur
41 RESEARCH PLAN
411 PRELIMINARY INVESTIGATION
bull In which data on the situation surrounding the problems shall be gathered to arrive atbull The correct definition of the problem An understanding of its environment
412 EXPLORATORY STUDY
To determine the approximate area where the problem lies
42 RESEARCH DESIGN
Research was initiated by examining the secondary data to gain insight into the problem By analyzing the secondary data the study aim is to explore the short comings of the present system and primary data will help to validate the analysis of secondary data besides on unrevealing the areas which calls for improvement
421 DEVELOPING THE RESEARCH PLAN
The data for this research project has been collected through self Administration Due to time limitation and other constraints direct personal interview method is used A structured questionnaire was framed as it is less time consuming generates specific and to the point
information easier to tabulate and interpret Moreover respondents prefer to give direct answers In questionnaires open ended and closed ended both the types of questions has been used
422 COLLECTION OF DATA
1 SECONDARY DATA It was collected from internal sources The secondary data was collected on the basis of organizational file official records news papers magazines management books preserved information in the companyrsquos database and website of the company
2 PRIMARY DATA All the people from different profession were personally visited and interviewed They were the main source of Primary data The method of collection of primary data was direct personal interview through a structured questionnaire
43 SAMPLING PLAN Since it is not possible to study whole universe it becomes necessary to take sample from the universe to know about its characteristics
bull Sampling Units Different professionals Chartered Accountants Tax Consultants Lawyers Business Man Professionals and House Wives of Gorakhpur
bull Sample Technique Random Sampling
bull Research Instrument Structured Questionnaire bull Contact Method Personal Interview
44 SAMPLE SIZE My sample size for this project was 50 respondents Since it was not possible to cover the whole universe in the available time period it was necessary for me to take a sample size of 50 respondents
45 DATA COLLECTION INSTRUMENT DEVELOPMENT The mode of collection of data will be based on Survey Method and Field Activity Primary data collection will base on personal interview I have prepared the questionnaire according to the necessity of the data to be collected
46 RESEARCH LIMITATIONS
It was not possible to understand thoroughly about the different marketing aspects of the Financial Consultant within 60 days As stipend money was not given it was difficult to continue the project work All the work was limited in some limited areas of Gorakhpur so the findings should not be generalized The area of research was Gorakhpur and it was too vast an area to cover within 60 days
CHAPTER 5-DATA ANALYSIS INTERPRETATION AND PRESENTATION
Q1Your AgeAns
1 18-23 Years 10 Person 2 24-29 Years 20 Person 3 30-35 Years 10 Person4 35 Years and above 10 Person
Base 50 respondents Interpretation From above response it can be seen that
bull 20 respondentrsquos age are 18 to 23 years bull 35 respondentrsquos age are 24 to 29 years bull 30 respondentrsquos age are 30 to 35 yearsbull 15 respondentrsquos age are 35 to above years
Q2 Marital Status bull Married bull Single
No of Children __________Ans
bull Married 32 Personbull Single 18 Personbull No of Children Nil
Interpretation From above response it can be seen that bull 70 respondents are marriedbull 30 respondents are unmarried
Q3 Educational Qualificationbull Undergraduate bull Graduate bull Postgraduate
9Ansbull Undergraduate 10 Person bull Graduate 22 Person bull Postgraduate 18 Person
Interpretation From above response it can be seen thatbull 25 respondents are Under graduatebull 40 respondents are Graduatebull 35 respondents are Post graduate
Q4 Number Of yearrsquos Are You in Gorakhpur bull Less than five yearrsquos bull More than five yearrsquos
Ansbull Less than five yearrsquos 17 Personbull More than five yearrsquos 33 Person
Interpretation From above response it can be seen thatbull 39 respondents are in Gorakhpur for less than five yearsbull 61 respondents are in Gorakhpur for more than five years
Q5 Your Occupation bull Businessbull Profession bull Service
Ansbull Business 13 Personbull Profession 17 Personbull Service 20 Person
Interpretation From above response it can be seen thatbull 20 respondents Occupation is Businessbull 26 respondents Occupation is Profession bull 54 respondents Occupation is Service
Q6 Your annual household income bull Less than 2 lacs bull Between 2 to 5 lacsbull Between 5to 8 lacsbull More than 8 lacs
Ansbull Less than 2 lacs 32 Personbull Between 2 to 5 lacs 13 Personbull Between 5to 8 lacs 3 Personbull More than 8 lacs 2 Person
Interpretation From above response it can be seen thatbull 49 respondentrsquos annual household income is less than 2 lacsbull 31 respondentrsquos annual household income is between 2 to 5 lacs bull 15 respondentrsquos annual household income is between 5 to 8 lacs bull 5 respondentrsquos annual household income is more than 8 lacs
Q7 What is your perception about different productsservices provided by HDFC bank bull Lucrative bull Not lucrative bull No idea
Ansbull Lucrative 12 Personbull Not lucrative 33 Personbull No idea 5 Person
Interpretation From above response it can be seen thatbull 25 respondentrsquos perception about different products is lucrativebull 60 respondentrsquos perception about different
products is not lucrativebull 15 respondentrsquos have no idea
Q8 Do you want to open an account with HDFC bank bull Yesbull No bull Will tell later
Ansbull Yes 8 Personbull No 5 Personbull Will tell later 37 Person
Interpretation From above response it can be seen thatbull 80 respondents are not interested to open an account with the bankbull 5 respondents are interested to open an account with the bankbull 15 of the respondents say that they will tell later
Q9 Do you have all the documents which are required to open an accountbull Yesbull No
Ansbull Yes 15 Personbull No 35 Person
Interpretation From above response it can be seen thatbull 60 respondents have all the documents which are required to open an account with the
bankbull 25 respondents do not have all the documents which are required to open an account
with the bank
Q10 Are you aware that the bank provides you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull Yes bull No
Ans bull Yes 32 Personbull No 18 Person
Interpretation From above response it can be seen thatbull 20 respondents are aware of itbull 40 respondents are not aware of it
Q11Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
Ans bull Yes 15 Personbull No 35 Person
Interpretation From above response it can be seen thatbull 12 respondents are familiar with different terms and conditions which are very much
essential to maintain account with the bank bull 88 respondents have no idea about it
Q13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
Ans bull Yes 38 Personbull No 12 Person
Interpretation From above response it can be seen that
bull 41 respondents are known about HDFC Bankrsquos recruitment policies related to personal banker
bull 59 respondents are not known about HDFC Bankrsquos recruitment policies related to personal banker
CHAPTER 6- CONCLUSIONS AND SUGGESTIONS
61 CONCLUSIONS
HDFC Bank the banking arm of HDFC is expected to go on stream The bank already has good number of employees on board and is recruiting personal banker heavily to take the headcount to many more It is on the brim of increasing its customers through its attractive schemes and offer
The project opportunities provided was market segmentation and identifying prospective customers in potential geographical location and convincing them to attract more customers so that new business opportunities of the bank can be explored Through this project it could be concluded that people are not much aware about the various products of the bank and many of them not interested to open an account to invest money at all services was considered as unsought good which require hard core selling but in changing trend in income and people becoming financially literate the demand for banking sector is increasing day by day
So at last the conclusion is that there is tough competition ahead for the company from its major competitors in the banking sector Last but not the least I would like to thank HDFC Bank for giving me an opportunity to work in the field of Marketing and Operation I hope the company finds my analysis relevant
62 SUGGESTIONS
Finally some recommendations for the company are as fallows-
bull To make people aware about the benefit of becoming a customer of HDFC Bank following activities of advertisement should be done through
1 Print Media 2 Hoarding amp Banners3 Stalls in Trade Fares 4 Distribution of leaflets containing details information
Other facilities must be provide to the customerbull The bank should provide life time valid ATM card to all its customers
bull Minimum balance for savings account should be reduced from Rs 10000 to Rs 1000 so that people who are not financially strong enough can maintain their account properly
bull The company should provide a pass book to all its customersbull Make people understand about the various benefits of its productsbull Company should organize the program in the society so that people will be aware about
the company and different products of the bankbull Company should open more branches in different cities
CHAPTER 7- LIMITATIONS
Every work has its own limitation Limitations are extent to which the process should not exceed Limitations of this project are
bull The project was constrained by time limit of two monthsbull Mindset of people may very depending upon their age gender income etc bull Getting appointment from the concern person was very difficultbull People mind set about the survey was obstacles in acquiring complete Respondents were
very busy in their schedule So it was very time consuming for information amp positive interaction them to answer all the questions properly
ANNEXURES
1 QUESTIONNAIRE
DearSirMadamName helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Address helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Contact No reghelliphelliphelliphelliphelliphellip( O)helliphelliphelliphelliphelliphellip (M)helliphelliphelliphelliphelliphelliphelliphelliphellip City helliphelliphellipPin helliphelliphelliphelliphelliphelliphellipState helliphelliphelliphelliphelliphelliphelliphelliphellipI am a student of Mangalmay Institute of Management Studies presently doing a project onldquoIN WHICH AREA MORE FOCUS MARKETING OR OPERATIONrdquoI request you to kindly fill the questionnaire below and I assure you that the data generated shall be kept confidential1 Your Age ____________________ 2 Education Qualification
1 Undergraduate 2 Graduate 3 Postgraduate
3 Marital Status bull Married bull Single No of Children __________
4 Number Of yearrsquos Are You in Gorakhpur bull Less than five yearrsquos bull More than five yearrsquos
5 Occupationbull Businessbull Profession bull Service
(Please mention below the type of businessprofession you are in incase of service please mention your organization name and designation)
6Your annual household income bull ltthan 2 lack bull Between 2 to 5 lack bull Between 5 to 8 lack bull gtthan 8 lack
7 What is your perception about different products and services offered by HDFC Bank
bull Lucrative bull Not lucrative bull No idea
9 Do you want to open an savings account with HDFC Bankbull Lucrative bull Not lucrative bull No idea
10 Do you have all the documents which are required to open an accountbull Yes bull No
11 Are you aware of that HDFC Bank provide you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull yes bull No
12 Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
DatePlace Signature
Thank You
BIBLIOGRAPHY
1 BOOKS
Marketing Management (10th Edition) Marketing Management (3rd Edition) Research Methodology (2nd Edition) Research Methodology(3rd Edition)
AUTHORS Philip Kotler VS Ramaswamy CRKothary SP Kasande
2 NEWS PAPERS bull Times of India bull Financial Express
3 WEBSITESwwwhdfcbankcom wwwgooglecom
products and services that attract the targeted customers and address inefficiencies in the Indian financial sector Continue to develop products and services that reduce bankrsquos cost of funds Focus on high earnings growth with low volatility 22 PRODUCT SCOPE
HDFC Bank offers a bunch of products and services to meet the every need of the people The company cares for both individuals as well as corporate and small and medium enterprises For individuals the company has a range accounts investment and pension scheme different types of loans and cards that assist the customers The customers can choose the suitable one from a range of products which will suit their life-stage and needs For organizations the company has a host of customized solutions that range from funded services Non-funded services Value addition services Mutual fund etc These affordable plans apart from providing long term value to the employees help in enhancing goodwill of the company The products of the company are categorized into various sections which are as follows
bull Accounts and depositsbull Loansbull Investments and Insurance bull Forex and payment services bull Cards bull Customer center
23 PRODUCTS AND SERVICES AT A GLANCE
1 PERSONAL BANKING SERVICES
A Accounts amp Deposits Savings Account
bull Regular Savings Account bull Savings Plus Accountbull Savings Max Accountbull Senior Citizens Account bull No Frills Account bull Institutional Savings Account bull Payroll Salary Account bull Classic Salary Account bull Regular Salary Accountbull Premium Salary Account bull Defence Salary Account bull Kids Advantage Account bull Pension Saving Bank Account
bull Family Savings Account bull Kisan No Frills Savings Account bull Kisan Club Savings Account
Current Accountbull Plus Current Account bull Trade Current Account bull Premium Current Account bull Regular Current Account bull Apex Current Account bull Max Current Accountbull Reimbursement Current Account
Fixed Depositbull Regular Fixed Deposit bull Super Saver Account bull Sweep-in Account
Recurring DepositDemat AccountSafe Deposit Locker
B Loans bull Personal Loans bull Home Loans bull Two Wheeler Loans bull New Car Loans bull Used Car Loans bull Overdraft against Car bull Express Loans bull Loan against Securities bull Loan against Property bull Commercial Vehicle Finance bull Working Capital Finance bull Construction Equipment Finance
C Investments amp Insurance bull Mutual Funds bull Insurance bull Bonds bull Financial Planning bull Knowledge Centre bull Equities amp Derivatives bull Mudra Gold Bar
D Forex Services bull Trade Finance bull Travelerrsquos Cheques bull Foreign Currency Cash bull Foreign Currency Drafts bull Foreign Currency Cheque Deposits bull Foreign Currency Remittances bull Forex Plus Card
E Payment Services bull Net Safe bull Prepaid Refill bull Bill Pay bull Direct Pay bull Visa Money Transferbull E-Monies Electronic Funds Transfer bull Excise amp Service Tax Payment
F Access Your Bank - One View bull Insta Alerts bull Mobile Banking bull ATM bull Phone Banking bull Branch Network
G Cards bull Silver Credit Card bull Gold Credit Card bull Womans Gold Credit Card bull Platinum plus Credit Card bull Titanium Credit Card bull Value plus Credit Card bull Health plus Credit Cardbull HDFC Bank Idea Silver Cardbull HDFC Bank Idea Gold Card
2 WHOLESALE BANKING SERVICESbull Funded Servicesbull Non Funded Servicesbull Value Added Servicesbull Internet Bankingbull Clearing Sub-Membership
bull RTGS ndash sub membershipbull Fund Transferbull ATM Tie-upsbull Corporate Salary acbull Tax Collectionbull Financial Institutionsbull Mutual Fundsbull Stock Brokersbull Insurance Companiesbull Commodities Business bull Trusts
3 NRI BANKING SERVICESbull Rupee Saving acbull Rupee Current acbull Rupee Fixed Depositsbull Foreign Currency Depositsbull Accounts for Returning Indiansbull Payment Servicesbull Net Safebull Bill Paybull Insta Paybull Direct Paybull Visa Moneybull Online Donationbull Remittances
24 MILESTONES IN THE HISTORY
HDFC Bank began its operations in 1995 with a simple mission to be a World-class Indian Bank They realized that only a single-minded focus on product quality and service excellence would help us get there Today they are proud to say that they are well on our way towards that goal It is extremely gratifying that their efforts towards providing customer convenience have been appreciated both nationally and internationally
2009
Asia Money 2009 Awards
Best Domestic Bank in India
IBA Banking Technology Awards 2009
Best IT Governance Award - Runner up
Global Finance Award
Best Trade Finance Bank in India for 2009
IDRBT Banking Technology Excellence Award 2008
Best IT Governance and Value Delivery
Asian Banker Excellence in Retail Financial Services
Asian Banker Best Retail Bank in India Award 2009
2008
Finance Asia Country Awards for Achievement 2008 Best Bank and Best Cash Management Bank
CNN-IBNIndian of the Year (Business)
Nasscom IT User Award 2008Best IT Adoption in the Banking Sector
Business India Best Bank 2008
Forbes Asia Fab 50 companies in Asia Pacific
Asian Banker Excellence in Retail Financial Services Best Retail Bank 2008
Asiamoney Best local Cash Management Bank Award voted by Corporates
Microsoft amp Indian Express Group Security Strategist Award 2008
World Trade Center Award of honourFor outstanding contribution to international trade services
Business Today-Monitor Group surveyOne of Indias Most Innovative Companies
Financial Express-Ernst amp Young AwardBest Bank Award in the Private Sector category
2007
Dun amp Bradstreet ndash American Express Corporate Best Bank Award 2007Corporate Best Bank Award
The Bombay Stock Exchange and Nasscom Foundations Business for Social Responsibility Awards 2007Best Corporate Social Responsibility Practice Award
Outlook Money amp NDTV ProfitBest Bank Award in the Private sector category
The Asian Banker Excellence in Retail Financial Services AwardsBest Retail Bank in India
Asian BankerOur Managing Director Aditya Puri wins the Leadership Achievement Award for India
25 MERGER
HDFC Bank and Centurion Bank of Punjab merger at share swap ratio of 129 The Boards of HDFC Bank and Centurion Bank of Punjab met on 25 February 2008 and approved subject to due diligence the share swap ratio for the proposed merger of Centurion Bank of Punjab with HDFC Bank The Scheme of Amalgamation envisages a share exchange ratio of one share of HDFC Bank for twenty nine shares of Centurion Bank of Punjab The combined entity would have a nationwide network of 1148 branches (the largest amongst private sector Banks) a strong deposit base of around Rs 1200 billion and net advances of around Rs 850billion The balance sheet size of the combined entity would be over Rs 1500 billion Commenting on the proposed merger Mr Deepak Parekh Chairman HDFC said ldquoWe were amongst the first to get a banking license the first to do a merger in the private sector with Times Bank in 1999 and now if this deal happens it would be the largest merger in the private sector banking space in India HDFC Bank was looking for an appropriate merger opportunity that would add scale geography and experienced staff to its franchise This opportunity arose and we thought it is an attractive route to supplement HDFC Bankrsquos organic growth We believe that Centurion Bank of Punjab would be the right fit in terms of culture strategic intent and approach to businessrdquo Mr Aditya Puri Managing Director HDFC Bank said ldquoThese are exciting times for the Indian banking industry The proposed merger will position the combined entity to significantly exploit opportunities in a market globally recognized as one of the fastest growing Irsquom particularly bullish about the potential of business synergies and cultural fit between the two organizations The combined entity will be an even greater force in the marketrdquo Mr Rana Talwar Chairman Centurion Bank of Punjab stated ldquoOver the last few years Centurion Bank of Punjab has set benchmarks for growth The bank today has a large nationwide network an extremely valuable franchise 7500
talented employees and strong leadership positions in the market place I believe that the merger with HDFC Bank will create a world class bank in quality and scale and will set the stage to compete with banks both locally as well on a global levelrdquo
Mr Shailendra Bhandari Managing Director and CEO Centurion Bank of Punjab said ldquoWe are extremely pleased to receive the go ahead from our board to pursue this opportunity A merger between the banks provides significant synergies to the combined entity The proposed merger would further improve the franchise and customer proposition offered by the individual banksrdquo
26 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
INTEGRITY CUSTOMER CENTRIC PEOPLE CARE ldquoONE FOR ALL AND ALL FOR ONErdquo TEAM WORK JOY AND SIMPLICITY
CHAPTER 3- RESEARCH OBJECTIVES AND SCOPE OF RESEARCH PROJECT
31 PROBLEM DEFINATION
Personal Banker were with good background human being and through rigorous process of recruitment but still not able to perform up to the expectation level of company HR is not able to sort out the problem why the performance is not coming even after giving the full marketing and operational support The communication technique and dealing with the customers is also a problem to the personal banker
32 OBJECTIVES OF RESEARCH PROJECT
321 PRIMARY OBJECTIVES
bull To acquire new customer by convincing them and to promote the benefits of those which are provided by the bank
bull To find the different way of convincing customersbull To study brand image of the bankbull To increase the business of the bank
322 SECONDARY OBJECTIVES
bull To determine the need and purpose of a personal bankerbull To understand the deciding criteria for people to become a personal bankerbull To offer suggestions based upon the findings
33 PRODUCT SCOPE
Studying the increasing business scope of the bank Market segmentation to find the potential customers for the bank To study how the various products are positioned in the market Corporate marketing of products Customersrsquo perception on the various products of the bank
CHAPTER 4- RESEARCH METHODOLOGY AND LIMITATIONS
All the findings and conclusions obtained are based on the survey done in the working area within the time limit I tried to select the sample representative of the whole group during my summer training I have collected data from people linked with different professional at Gorakhpur
41 RESEARCH PLAN
411 PRELIMINARY INVESTIGATION
bull In which data on the situation surrounding the problems shall be gathered to arrive atbull The correct definition of the problem An understanding of its environment
412 EXPLORATORY STUDY
To determine the approximate area where the problem lies
42 RESEARCH DESIGN
Research was initiated by examining the secondary data to gain insight into the problem By analyzing the secondary data the study aim is to explore the short comings of the present system and primary data will help to validate the analysis of secondary data besides on unrevealing the areas which calls for improvement
421 DEVELOPING THE RESEARCH PLAN
The data for this research project has been collected through self Administration Due to time limitation and other constraints direct personal interview method is used A structured questionnaire was framed as it is less time consuming generates specific and to the point
information easier to tabulate and interpret Moreover respondents prefer to give direct answers In questionnaires open ended and closed ended both the types of questions has been used
422 COLLECTION OF DATA
1 SECONDARY DATA It was collected from internal sources The secondary data was collected on the basis of organizational file official records news papers magazines management books preserved information in the companyrsquos database and website of the company
2 PRIMARY DATA All the people from different profession were personally visited and interviewed They were the main source of Primary data The method of collection of primary data was direct personal interview through a structured questionnaire
43 SAMPLING PLAN Since it is not possible to study whole universe it becomes necessary to take sample from the universe to know about its characteristics
bull Sampling Units Different professionals Chartered Accountants Tax Consultants Lawyers Business Man Professionals and House Wives of Gorakhpur
bull Sample Technique Random Sampling
bull Research Instrument Structured Questionnaire bull Contact Method Personal Interview
44 SAMPLE SIZE My sample size for this project was 50 respondents Since it was not possible to cover the whole universe in the available time period it was necessary for me to take a sample size of 50 respondents
45 DATA COLLECTION INSTRUMENT DEVELOPMENT The mode of collection of data will be based on Survey Method and Field Activity Primary data collection will base on personal interview I have prepared the questionnaire according to the necessity of the data to be collected
46 RESEARCH LIMITATIONS
It was not possible to understand thoroughly about the different marketing aspects of the Financial Consultant within 60 days As stipend money was not given it was difficult to continue the project work All the work was limited in some limited areas of Gorakhpur so the findings should not be generalized The area of research was Gorakhpur and it was too vast an area to cover within 60 days
CHAPTER 5-DATA ANALYSIS INTERPRETATION AND PRESENTATION
Q1Your AgeAns
1 18-23 Years 10 Person 2 24-29 Years 20 Person 3 30-35 Years 10 Person4 35 Years and above 10 Person
Base 50 respondents Interpretation From above response it can be seen that
bull 20 respondentrsquos age are 18 to 23 years bull 35 respondentrsquos age are 24 to 29 years bull 30 respondentrsquos age are 30 to 35 yearsbull 15 respondentrsquos age are 35 to above years
Q2 Marital Status bull Married bull Single
No of Children __________Ans
bull Married 32 Personbull Single 18 Personbull No of Children Nil
Interpretation From above response it can be seen that bull 70 respondents are marriedbull 30 respondents are unmarried
Q3 Educational Qualificationbull Undergraduate bull Graduate bull Postgraduate
9Ansbull Undergraduate 10 Person bull Graduate 22 Person bull Postgraduate 18 Person
Interpretation From above response it can be seen thatbull 25 respondents are Under graduatebull 40 respondents are Graduatebull 35 respondents are Post graduate
Q4 Number Of yearrsquos Are You in Gorakhpur bull Less than five yearrsquos bull More than five yearrsquos
Ansbull Less than five yearrsquos 17 Personbull More than five yearrsquos 33 Person
Interpretation From above response it can be seen thatbull 39 respondents are in Gorakhpur for less than five yearsbull 61 respondents are in Gorakhpur for more than five years
Q5 Your Occupation bull Businessbull Profession bull Service
Ansbull Business 13 Personbull Profession 17 Personbull Service 20 Person
Interpretation From above response it can be seen thatbull 20 respondents Occupation is Businessbull 26 respondents Occupation is Profession bull 54 respondents Occupation is Service
Q6 Your annual household income bull Less than 2 lacs bull Between 2 to 5 lacsbull Between 5to 8 lacsbull More than 8 lacs
Ansbull Less than 2 lacs 32 Personbull Between 2 to 5 lacs 13 Personbull Between 5to 8 lacs 3 Personbull More than 8 lacs 2 Person
Interpretation From above response it can be seen thatbull 49 respondentrsquos annual household income is less than 2 lacsbull 31 respondentrsquos annual household income is between 2 to 5 lacs bull 15 respondentrsquos annual household income is between 5 to 8 lacs bull 5 respondentrsquos annual household income is more than 8 lacs
Q7 What is your perception about different productsservices provided by HDFC bank bull Lucrative bull Not lucrative bull No idea
Ansbull Lucrative 12 Personbull Not lucrative 33 Personbull No idea 5 Person
Interpretation From above response it can be seen thatbull 25 respondentrsquos perception about different products is lucrativebull 60 respondentrsquos perception about different
products is not lucrativebull 15 respondentrsquos have no idea
Q8 Do you want to open an account with HDFC bank bull Yesbull No bull Will tell later
Ansbull Yes 8 Personbull No 5 Personbull Will tell later 37 Person
Interpretation From above response it can be seen thatbull 80 respondents are not interested to open an account with the bankbull 5 respondents are interested to open an account with the bankbull 15 of the respondents say that they will tell later
Q9 Do you have all the documents which are required to open an accountbull Yesbull No
Ansbull Yes 15 Personbull No 35 Person
Interpretation From above response it can be seen thatbull 60 respondents have all the documents which are required to open an account with the
bankbull 25 respondents do not have all the documents which are required to open an account
with the bank
Q10 Are you aware that the bank provides you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull Yes bull No
Ans bull Yes 32 Personbull No 18 Person
Interpretation From above response it can be seen thatbull 20 respondents are aware of itbull 40 respondents are not aware of it
Q11Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
Ans bull Yes 15 Personbull No 35 Person
Interpretation From above response it can be seen thatbull 12 respondents are familiar with different terms and conditions which are very much
essential to maintain account with the bank bull 88 respondents have no idea about it
Q13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
Ans bull Yes 38 Personbull No 12 Person
Interpretation From above response it can be seen that
bull 41 respondents are known about HDFC Bankrsquos recruitment policies related to personal banker
bull 59 respondents are not known about HDFC Bankrsquos recruitment policies related to personal banker
CHAPTER 6- CONCLUSIONS AND SUGGESTIONS
61 CONCLUSIONS
HDFC Bank the banking arm of HDFC is expected to go on stream The bank already has good number of employees on board and is recruiting personal banker heavily to take the headcount to many more It is on the brim of increasing its customers through its attractive schemes and offer
The project opportunities provided was market segmentation and identifying prospective customers in potential geographical location and convincing them to attract more customers so that new business opportunities of the bank can be explored Through this project it could be concluded that people are not much aware about the various products of the bank and many of them not interested to open an account to invest money at all services was considered as unsought good which require hard core selling but in changing trend in income and people becoming financially literate the demand for banking sector is increasing day by day
So at last the conclusion is that there is tough competition ahead for the company from its major competitors in the banking sector Last but not the least I would like to thank HDFC Bank for giving me an opportunity to work in the field of Marketing and Operation I hope the company finds my analysis relevant
62 SUGGESTIONS
Finally some recommendations for the company are as fallows-
bull To make people aware about the benefit of becoming a customer of HDFC Bank following activities of advertisement should be done through
1 Print Media 2 Hoarding amp Banners3 Stalls in Trade Fares 4 Distribution of leaflets containing details information
Other facilities must be provide to the customerbull The bank should provide life time valid ATM card to all its customers
bull Minimum balance for savings account should be reduced from Rs 10000 to Rs 1000 so that people who are not financially strong enough can maintain their account properly
bull The company should provide a pass book to all its customersbull Make people understand about the various benefits of its productsbull Company should organize the program in the society so that people will be aware about
the company and different products of the bankbull Company should open more branches in different cities
CHAPTER 7- LIMITATIONS
Every work has its own limitation Limitations are extent to which the process should not exceed Limitations of this project are
bull The project was constrained by time limit of two monthsbull Mindset of people may very depending upon their age gender income etc bull Getting appointment from the concern person was very difficultbull People mind set about the survey was obstacles in acquiring complete Respondents were
very busy in their schedule So it was very time consuming for information amp positive interaction them to answer all the questions properly
ANNEXURES
1 QUESTIONNAIRE
DearSirMadamName helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Address helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Contact No reghelliphelliphelliphelliphelliphellip( O)helliphelliphelliphelliphelliphellip (M)helliphelliphelliphelliphelliphelliphelliphelliphellip City helliphelliphellipPin helliphelliphelliphelliphelliphelliphellipState helliphelliphelliphelliphelliphelliphelliphelliphellipI am a student of Mangalmay Institute of Management Studies presently doing a project onldquoIN WHICH AREA MORE FOCUS MARKETING OR OPERATIONrdquoI request you to kindly fill the questionnaire below and I assure you that the data generated shall be kept confidential1 Your Age ____________________ 2 Education Qualification
1 Undergraduate 2 Graduate 3 Postgraduate
3 Marital Status bull Married bull Single No of Children __________
4 Number Of yearrsquos Are You in Gorakhpur bull Less than five yearrsquos bull More than five yearrsquos
5 Occupationbull Businessbull Profession bull Service
(Please mention below the type of businessprofession you are in incase of service please mention your organization name and designation)
6Your annual household income bull ltthan 2 lack bull Between 2 to 5 lack bull Between 5 to 8 lack bull gtthan 8 lack
7 What is your perception about different products and services offered by HDFC Bank
bull Lucrative bull Not lucrative bull No idea
9 Do you want to open an savings account with HDFC Bankbull Lucrative bull Not lucrative bull No idea
10 Do you have all the documents which are required to open an accountbull Yes bull No
11 Are you aware of that HDFC Bank provide you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull yes bull No
12 Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
DatePlace Signature
Thank You
BIBLIOGRAPHY
1 BOOKS
Marketing Management (10th Edition) Marketing Management (3rd Edition) Research Methodology (2nd Edition) Research Methodology(3rd Edition)
AUTHORS Philip Kotler VS Ramaswamy CRKothary SP Kasande
2 NEWS PAPERS bull Times of India bull Financial Express
3 WEBSITESwwwhdfcbankcom wwwgooglecom
bull Family Savings Account bull Kisan No Frills Savings Account bull Kisan Club Savings Account
Current Accountbull Plus Current Account bull Trade Current Account bull Premium Current Account bull Regular Current Account bull Apex Current Account bull Max Current Accountbull Reimbursement Current Account
Fixed Depositbull Regular Fixed Deposit bull Super Saver Account bull Sweep-in Account
Recurring DepositDemat AccountSafe Deposit Locker
B Loans bull Personal Loans bull Home Loans bull Two Wheeler Loans bull New Car Loans bull Used Car Loans bull Overdraft against Car bull Express Loans bull Loan against Securities bull Loan against Property bull Commercial Vehicle Finance bull Working Capital Finance bull Construction Equipment Finance
C Investments amp Insurance bull Mutual Funds bull Insurance bull Bonds bull Financial Planning bull Knowledge Centre bull Equities amp Derivatives bull Mudra Gold Bar
D Forex Services bull Trade Finance bull Travelerrsquos Cheques bull Foreign Currency Cash bull Foreign Currency Drafts bull Foreign Currency Cheque Deposits bull Foreign Currency Remittances bull Forex Plus Card
E Payment Services bull Net Safe bull Prepaid Refill bull Bill Pay bull Direct Pay bull Visa Money Transferbull E-Monies Electronic Funds Transfer bull Excise amp Service Tax Payment
F Access Your Bank - One View bull Insta Alerts bull Mobile Banking bull ATM bull Phone Banking bull Branch Network
G Cards bull Silver Credit Card bull Gold Credit Card bull Womans Gold Credit Card bull Platinum plus Credit Card bull Titanium Credit Card bull Value plus Credit Card bull Health plus Credit Cardbull HDFC Bank Idea Silver Cardbull HDFC Bank Idea Gold Card
2 WHOLESALE BANKING SERVICESbull Funded Servicesbull Non Funded Servicesbull Value Added Servicesbull Internet Bankingbull Clearing Sub-Membership
bull RTGS ndash sub membershipbull Fund Transferbull ATM Tie-upsbull Corporate Salary acbull Tax Collectionbull Financial Institutionsbull Mutual Fundsbull Stock Brokersbull Insurance Companiesbull Commodities Business bull Trusts
3 NRI BANKING SERVICESbull Rupee Saving acbull Rupee Current acbull Rupee Fixed Depositsbull Foreign Currency Depositsbull Accounts for Returning Indiansbull Payment Servicesbull Net Safebull Bill Paybull Insta Paybull Direct Paybull Visa Moneybull Online Donationbull Remittances
24 MILESTONES IN THE HISTORY
HDFC Bank began its operations in 1995 with a simple mission to be a World-class Indian Bank They realized that only a single-minded focus on product quality and service excellence would help us get there Today they are proud to say that they are well on our way towards that goal It is extremely gratifying that their efforts towards providing customer convenience have been appreciated both nationally and internationally
2009
Asia Money 2009 Awards
Best Domestic Bank in India
IBA Banking Technology Awards 2009
Best IT Governance Award - Runner up
Global Finance Award
Best Trade Finance Bank in India for 2009
IDRBT Banking Technology Excellence Award 2008
Best IT Governance and Value Delivery
Asian Banker Excellence in Retail Financial Services
Asian Banker Best Retail Bank in India Award 2009
2008
Finance Asia Country Awards for Achievement 2008 Best Bank and Best Cash Management Bank
CNN-IBNIndian of the Year (Business)
Nasscom IT User Award 2008Best IT Adoption in the Banking Sector
Business India Best Bank 2008
Forbes Asia Fab 50 companies in Asia Pacific
Asian Banker Excellence in Retail Financial Services Best Retail Bank 2008
Asiamoney Best local Cash Management Bank Award voted by Corporates
Microsoft amp Indian Express Group Security Strategist Award 2008
World Trade Center Award of honourFor outstanding contribution to international trade services
Business Today-Monitor Group surveyOne of Indias Most Innovative Companies
Financial Express-Ernst amp Young AwardBest Bank Award in the Private Sector category
2007
Dun amp Bradstreet ndash American Express Corporate Best Bank Award 2007Corporate Best Bank Award
The Bombay Stock Exchange and Nasscom Foundations Business for Social Responsibility Awards 2007Best Corporate Social Responsibility Practice Award
Outlook Money amp NDTV ProfitBest Bank Award in the Private sector category
The Asian Banker Excellence in Retail Financial Services AwardsBest Retail Bank in India
Asian BankerOur Managing Director Aditya Puri wins the Leadership Achievement Award for India
25 MERGER
HDFC Bank and Centurion Bank of Punjab merger at share swap ratio of 129 The Boards of HDFC Bank and Centurion Bank of Punjab met on 25 February 2008 and approved subject to due diligence the share swap ratio for the proposed merger of Centurion Bank of Punjab with HDFC Bank The Scheme of Amalgamation envisages a share exchange ratio of one share of HDFC Bank for twenty nine shares of Centurion Bank of Punjab The combined entity would have a nationwide network of 1148 branches (the largest amongst private sector Banks) a strong deposit base of around Rs 1200 billion and net advances of around Rs 850billion The balance sheet size of the combined entity would be over Rs 1500 billion Commenting on the proposed merger Mr Deepak Parekh Chairman HDFC said ldquoWe were amongst the first to get a banking license the first to do a merger in the private sector with Times Bank in 1999 and now if this deal happens it would be the largest merger in the private sector banking space in India HDFC Bank was looking for an appropriate merger opportunity that would add scale geography and experienced staff to its franchise This opportunity arose and we thought it is an attractive route to supplement HDFC Bankrsquos organic growth We believe that Centurion Bank of Punjab would be the right fit in terms of culture strategic intent and approach to businessrdquo Mr Aditya Puri Managing Director HDFC Bank said ldquoThese are exciting times for the Indian banking industry The proposed merger will position the combined entity to significantly exploit opportunities in a market globally recognized as one of the fastest growing Irsquom particularly bullish about the potential of business synergies and cultural fit between the two organizations The combined entity will be an even greater force in the marketrdquo Mr Rana Talwar Chairman Centurion Bank of Punjab stated ldquoOver the last few years Centurion Bank of Punjab has set benchmarks for growth The bank today has a large nationwide network an extremely valuable franchise 7500
talented employees and strong leadership positions in the market place I believe that the merger with HDFC Bank will create a world class bank in quality and scale and will set the stage to compete with banks both locally as well on a global levelrdquo
Mr Shailendra Bhandari Managing Director and CEO Centurion Bank of Punjab said ldquoWe are extremely pleased to receive the go ahead from our board to pursue this opportunity A merger between the banks provides significant synergies to the combined entity The proposed merger would further improve the franchise and customer proposition offered by the individual banksrdquo
26 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
INTEGRITY CUSTOMER CENTRIC PEOPLE CARE ldquoONE FOR ALL AND ALL FOR ONErdquo TEAM WORK JOY AND SIMPLICITY
CHAPTER 3- RESEARCH OBJECTIVES AND SCOPE OF RESEARCH PROJECT
31 PROBLEM DEFINATION
Personal Banker were with good background human being and through rigorous process of recruitment but still not able to perform up to the expectation level of company HR is not able to sort out the problem why the performance is not coming even after giving the full marketing and operational support The communication technique and dealing with the customers is also a problem to the personal banker
32 OBJECTIVES OF RESEARCH PROJECT
321 PRIMARY OBJECTIVES
bull To acquire new customer by convincing them and to promote the benefits of those which are provided by the bank
bull To find the different way of convincing customersbull To study brand image of the bankbull To increase the business of the bank
322 SECONDARY OBJECTIVES
bull To determine the need and purpose of a personal bankerbull To understand the deciding criteria for people to become a personal bankerbull To offer suggestions based upon the findings
33 PRODUCT SCOPE
Studying the increasing business scope of the bank Market segmentation to find the potential customers for the bank To study how the various products are positioned in the market Corporate marketing of products Customersrsquo perception on the various products of the bank
CHAPTER 4- RESEARCH METHODOLOGY AND LIMITATIONS
All the findings and conclusions obtained are based on the survey done in the working area within the time limit I tried to select the sample representative of the whole group during my summer training I have collected data from people linked with different professional at Gorakhpur
41 RESEARCH PLAN
411 PRELIMINARY INVESTIGATION
bull In which data on the situation surrounding the problems shall be gathered to arrive atbull The correct definition of the problem An understanding of its environment
412 EXPLORATORY STUDY
To determine the approximate area where the problem lies
42 RESEARCH DESIGN
Research was initiated by examining the secondary data to gain insight into the problem By analyzing the secondary data the study aim is to explore the short comings of the present system and primary data will help to validate the analysis of secondary data besides on unrevealing the areas which calls for improvement
421 DEVELOPING THE RESEARCH PLAN
The data for this research project has been collected through self Administration Due to time limitation and other constraints direct personal interview method is used A structured questionnaire was framed as it is less time consuming generates specific and to the point
information easier to tabulate and interpret Moreover respondents prefer to give direct answers In questionnaires open ended and closed ended both the types of questions has been used
422 COLLECTION OF DATA
1 SECONDARY DATA It was collected from internal sources The secondary data was collected on the basis of organizational file official records news papers magazines management books preserved information in the companyrsquos database and website of the company
2 PRIMARY DATA All the people from different profession were personally visited and interviewed They were the main source of Primary data The method of collection of primary data was direct personal interview through a structured questionnaire
43 SAMPLING PLAN Since it is not possible to study whole universe it becomes necessary to take sample from the universe to know about its characteristics
bull Sampling Units Different professionals Chartered Accountants Tax Consultants Lawyers Business Man Professionals and House Wives of Gorakhpur
bull Sample Technique Random Sampling
bull Research Instrument Structured Questionnaire bull Contact Method Personal Interview
44 SAMPLE SIZE My sample size for this project was 50 respondents Since it was not possible to cover the whole universe in the available time period it was necessary for me to take a sample size of 50 respondents
45 DATA COLLECTION INSTRUMENT DEVELOPMENT The mode of collection of data will be based on Survey Method and Field Activity Primary data collection will base on personal interview I have prepared the questionnaire according to the necessity of the data to be collected
46 RESEARCH LIMITATIONS
It was not possible to understand thoroughly about the different marketing aspects of the Financial Consultant within 60 days As stipend money was not given it was difficult to continue the project work All the work was limited in some limited areas of Gorakhpur so the findings should not be generalized The area of research was Gorakhpur and it was too vast an area to cover within 60 days
CHAPTER 5-DATA ANALYSIS INTERPRETATION AND PRESENTATION
Q1Your AgeAns
1 18-23 Years 10 Person 2 24-29 Years 20 Person 3 30-35 Years 10 Person4 35 Years and above 10 Person
Base 50 respondents Interpretation From above response it can be seen that
bull 20 respondentrsquos age are 18 to 23 years bull 35 respondentrsquos age are 24 to 29 years bull 30 respondentrsquos age are 30 to 35 yearsbull 15 respondentrsquos age are 35 to above years
Q2 Marital Status bull Married bull Single
No of Children __________Ans
bull Married 32 Personbull Single 18 Personbull No of Children Nil
Interpretation From above response it can be seen that bull 70 respondents are marriedbull 30 respondents are unmarried
Q3 Educational Qualificationbull Undergraduate bull Graduate bull Postgraduate
9Ansbull Undergraduate 10 Person bull Graduate 22 Person bull Postgraduate 18 Person
Interpretation From above response it can be seen thatbull 25 respondents are Under graduatebull 40 respondents are Graduatebull 35 respondents are Post graduate
Q4 Number Of yearrsquos Are You in Gorakhpur bull Less than five yearrsquos bull More than five yearrsquos
Ansbull Less than five yearrsquos 17 Personbull More than five yearrsquos 33 Person
Interpretation From above response it can be seen thatbull 39 respondents are in Gorakhpur for less than five yearsbull 61 respondents are in Gorakhpur for more than five years
Q5 Your Occupation bull Businessbull Profession bull Service
Ansbull Business 13 Personbull Profession 17 Personbull Service 20 Person
Interpretation From above response it can be seen thatbull 20 respondents Occupation is Businessbull 26 respondents Occupation is Profession bull 54 respondents Occupation is Service
Q6 Your annual household income bull Less than 2 lacs bull Between 2 to 5 lacsbull Between 5to 8 lacsbull More than 8 lacs
Ansbull Less than 2 lacs 32 Personbull Between 2 to 5 lacs 13 Personbull Between 5to 8 lacs 3 Personbull More than 8 lacs 2 Person
Interpretation From above response it can be seen thatbull 49 respondentrsquos annual household income is less than 2 lacsbull 31 respondentrsquos annual household income is between 2 to 5 lacs bull 15 respondentrsquos annual household income is between 5 to 8 lacs bull 5 respondentrsquos annual household income is more than 8 lacs
Q7 What is your perception about different productsservices provided by HDFC bank bull Lucrative bull Not lucrative bull No idea
Ansbull Lucrative 12 Personbull Not lucrative 33 Personbull No idea 5 Person
Interpretation From above response it can be seen thatbull 25 respondentrsquos perception about different products is lucrativebull 60 respondentrsquos perception about different
products is not lucrativebull 15 respondentrsquos have no idea
Q8 Do you want to open an account with HDFC bank bull Yesbull No bull Will tell later
Ansbull Yes 8 Personbull No 5 Personbull Will tell later 37 Person
Interpretation From above response it can be seen thatbull 80 respondents are not interested to open an account with the bankbull 5 respondents are interested to open an account with the bankbull 15 of the respondents say that they will tell later
Q9 Do you have all the documents which are required to open an accountbull Yesbull No
Ansbull Yes 15 Personbull No 35 Person
Interpretation From above response it can be seen thatbull 60 respondents have all the documents which are required to open an account with the
bankbull 25 respondents do not have all the documents which are required to open an account
with the bank
Q10 Are you aware that the bank provides you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull Yes bull No
Ans bull Yes 32 Personbull No 18 Person
Interpretation From above response it can be seen thatbull 20 respondents are aware of itbull 40 respondents are not aware of it
Q11Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
Ans bull Yes 15 Personbull No 35 Person
Interpretation From above response it can be seen thatbull 12 respondents are familiar with different terms and conditions which are very much
essential to maintain account with the bank bull 88 respondents have no idea about it
Q13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
Ans bull Yes 38 Personbull No 12 Person
Interpretation From above response it can be seen that
bull 41 respondents are known about HDFC Bankrsquos recruitment policies related to personal banker
bull 59 respondents are not known about HDFC Bankrsquos recruitment policies related to personal banker
CHAPTER 6- CONCLUSIONS AND SUGGESTIONS
61 CONCLUSIONS
HDFC Bank the banking arm of HDFC is expected to go on stream The bank already has good number of employees on board and is recruiting personal banker heavily to take the headcount to many more It is on the brim of increasing its customers through its attractive schemes and offer
The project opportunities provided was market segmentation and identifying prospective customers in potential geographical location and convincing them to attract more customers so that new business opportunities of the bank can be explored Through this project it could be concluded that people are not much aware about the various products of the bank and many of them not interested to open an account to invest money at all services was considered as unsought good which require hard core selling but in changing trend in income and people becoming financially literate the demand for banking sector is increasing day by day
So at last the conclusion is that there is tough competition ahead for the company from its major competitors in the banking sector Last but not the least I would like to thank HDFC Bank for giving me an opportunity to work in the field of Marketing and Operation I hope the company finds my analysis relevant
62 SUGGESTIONS
Finally some recommendations for the company are as fallows-
bull To make people aware about the benefit of becoming a customer of HDFC Bank following activities of advertisement should be done through
1 Print Media 2 Hoarding amp Banners3 Stalls in Trade Fares 4 Distribution of leaflets containing details information
Other facilities must be provide to the customerbull The bank should provide life time valid ATM card to all its customers
bull Minimum balance for savings account should be reduced from Rs 10000 to Rs 1000 so that people who are not financially strong enough can maintain their account properly
bull The company should provide a pass book to all its customersbull Make people understand about the various benefits of its productsbull Company should organize the program in the society so that people will be aware about
the company and different products of the bankbull Company should open more branches in different cities
CHAPTER 7- LIMITATIONS
Every work has its own limitation Limitations are extent to which the process should not exceed Limitations of this project are
bull The project was constrained by time limit of two monthsbull Mindset of people may very depending upon their age gender income etc bull Getting appointment from the concern person was very difficultbull People mind set about the survey was obstacles in acquiring complete Respondents were
very busy in their schedule So it was very time consuming for information amp positive interaction them to answer all the questions properly
ANNEXURES
1 QUESTIONNAIRE
DearSirMadamName helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Address helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Contact No reghelliphelliphelliphelliphelliphellip( O)helliphelliphelliphelliphelliphellip (M)helliphelliphelliphelliphelliphelliphelliphelliphellip City helliphelliphellipPin helliphelliphelliphelliphelliphelliphellipState helliphelliphelliphelliphelliphelliphelliphelliphellipI am a student of Mangalmay Institute of Management Studies presently doing a project onldquoIN WHICH AREA MORE FOCUS MARKETING OR OPERATIONrdquoI request you to kindly fill the questionnaire below and I assure you that the data generated shall be kept confidential1 Your Age ____________________ 2 Education Qualification
1 Undergraduate 2 Graduate 3 Postgraduate
3 Marital Status bull Married bull Single No of Children __________
4 Number Of yearrsquos Are You in Gorakhpur bull Less than five yearrsquos bull More than five yearrsquos
5 Occupationbull Businessbull Profession bull Service
(Please mention below the type of businessprofession you are in incase of service please mention your organization name and designation)
6Your annual household income bull ltthan 2 lack bull Between 2 to 5 lack bull Between 5 to 8 lack bull gtthan 8 lack
7 What is your perception about different products and services offered by HDFC Bank
bull Lucrative bull Not lucrative bull No idea
9 Do you want to open an savings account with HDFC Bankbull Lucrative bull Not lucrative bull No idea
10 Do you have all the documents which are required to open an accountbull Yes bull No
11 Are you aware of that HDFC Bank provide you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull yes bull No
12 Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
DatePlace Signature
Thank You
BIBLIOGRAPHY
1 BOOKS
Marketing Management (10th Edition) Marketing Management (3rd Edition) Research Methodology (2nd Edition) Research Methodology(3rd Edition)
AUTHORS Philip Kotler VS Ramaswamy CRKothary SP Kasande
2 NEWS PAPERS bull Times of India bull Financial Express
3 WEBSITESwwwhdfcbankcom wwwgooglecom
D Forex Services bull Trade Finance bull Travelerrsquos Cheques bull Foreign Currency Cash bull Foreign Currency Drafts bull Foreign Currency Cheque Deposits bull Foreign Currency Remittances bull Forex Plus Card
E Payment Services bull Net Safe bull Prepaid Refill bull Bill Pay bull Direct Pay bull Visa Money Transferbull E-Monies Electronic Funds Transfer bull Excise amp Service Tax Payment
F Access Your Bank - One View bull Insta Alerts bull Mobile Banking bull ATM bull Phone Banking bull Branch Network
G Cards bull Silver Credit Card bull Gold Credit Card bull Womans Gold Credit Card bull Platinum plus Credit Card bull Titanium Credit Card bull Value plus Credit Card bull Health plus Credit Cardbull HDFC Bank Idea Silver Cardbull HDFC Bank Idea Gold Card
2 WHOLESALE BANKING SERVICESbull Funded Servicesbull Non Funded Servicesbull Value Added Servicesbull Internet Bankingbull Clearing Sub-Membership
bull RTGS ndash sub membershipbull Fund Transferbull ATM Tie-upsbull Corporate Salary acbull Tax Collectionbull Financial Institutionsbull Mutual Fundsbull Stock Brokersbull Insurance Companiesbull Commodities Business bull Trusts
3 NRI BANKING SERVICESbull Rupee Saving acbull Rupee Current acbull Rupee Fixed Depositsbull Foreign Currency Depositsbull Accounts for Returning Indiansbull Payment Servicesbull Net Safebull Bill Paybull Insta Paybull Direct Paybull Visa Moneybull Online Donationbull Remittances
24 MILESTONES IN THE HISTORY
HDFC Bank began its operations in 1995 with a simple mission to be a World-class Indian Bank They realized that only a single-minded focus on product quality and service excellence would help us get there Today they are proud to say that they are well on our way towards that goal It is extremely gratifying that their efforts towards providing customer convenience have been appreciated both nationally and internationally
2009
Asia Money 2009 Awards
Best Domestic Bank in India
IBA Banking Technology Awards 2009
Best IT Governance Award - Runner up
Global Finance Award
Best Trade Finance Bank in India for 2009
IDRBT Banking Technology Excellence Award 2008
Best IT Governance and Value Delivery
Asian Banker Excellence in Retail Financial Services
Asian Banker Best Retail Bank in India Award 2009
2008
Finance Asia Country Awards for Achievement 2008 Best Bank and Best Cash Management Bank
CNN-IBNIndian of the Year (Business)
Nasscom IT User Award 2008Best IT Adoption in the Banking Sector
Business India Best Bank 2008
Forbes Asia Fab 50 companies in Asia Pacific
Asian Banker Excellence in Retail Financial Services Best Retail Bank 2008
Asiamoney Best local Cash Management Bank Award voted by Corporates
Microsoft amp Indian Express Group Security Strategist Award 2008
World Trade Center Award of honourFor outstanding contribution to international trade services
Business Today-Monitor Group surveyOne of Indias Most Innovative Companies
Financial Express-Ernst amp Young AwardBest Bank Award in the Private Sector category
2007
Dun amp Bradstreet ndash American Express Corporate Best Bank Award 2007Corporate Best Bank Award
The Bombay Stock Exchange and Nasscom Foundations Business for Social Responsibility Awards 2007Best Corporate Social Responsibility Practice Award
Outlook Money amp NDTV ProfitBest Bank Award in the Private sector category
The Asian Banker Excellence in Retail Financial Services AwardsBest Retail Bank in India
Asian BankerOur Managing Director Aditya Puri wins the Leadership Achievement Award for India
25 MERGER
HDFC Bank and Centurion Bank of Punjab merger at share swap ratio of 129 The Boards of HDFC Bank and Centurion Bank of Punjab met on 25 February 2008 and approved subject to due diligence the share swap ratio for the proposed merger of Centurion Bank of Punjab with HDFC Bank The Scheme of Amalgamation envisages a share exchange ratio of one share of HDFC Bank for twenty nine shares of Centurion Bank of Punjab The combined entity would have a nationwide network of 1148 branches (the largest amongst private sector Banks) a strong deposit base of around Rs 1200 billion and net advances of around Rs 850billion The balance sheet size of the combined entity would be over Rs 1500 billion Commenting on the proposed merger Mr Deepak Parekh Chairman HDFC said ldquoWe were amongst the first to get a banking license the first to do a merger in the private sector with Times Bank in 1999 and now if this deal happens it would be the largest merger in the private sector banking space in India HDFC Bank was looking for an appropriate merger opportunity that would add scale geography and experienced staff to its franchise This opportunity arose and we thought it is an attractive route to supplement HDFC Bankrsquos organic growth We believe that Centurion Bank of Punjab would be the right fit in terms of culture strategic intent and approach to businessrdquo Mr Aditya Puri Managing Director HDFC Bank said ldquoThese are exciting times for the Indian banking industry The proposed merger will position the combined entity to significantly exploit opportunities in a market globally recognized as one of the fastest growing Irsquom particularly bullish about the potential of business synergies and cultural fit between the two organizations The combined entity will be an even greater force in the marketrdquo Mr Rana Talwar Chairman Centurion Bank of Punjab stated ldquoOver the last few years Centurion Bank of Punjab has set benchmarks for growth The bank today has a large nationwide network an extremely valuable franchise 7500
talented employees and strong leadership positions in the market place I believe that the merger with HDFC Bank will create a world class bank in quality and scale and will set the stage to compete with banks both locally as well on a global levelrdquo
Mr Shailendra Bhandari Managing Director and CEO Centurion Bank of Punjab said ldquoWe are extremely pleased to receive the go ahead from our board to pursue this opportunity A merger between the banks provides significant synergies to the combined entity The proposed merger would further improve the franchise and customer proposition offered by the individual banksrdquo
26 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
INTEGRITY CUSTOMER CENTRIC PEOPLE CARE ldquoONE FOR ALL AND ALL FOR ONErdquo TEAM WORK JOY AND SIMPLICITY
CHAPTER 3- RESEARCH OBJECTIVES AND SCOPE OF RESEARCH PROJECT
31 PROBLEM DEFINATION
Personal Banker were with good background human being and through rigorous process of recruitment but still not able to perform up to the expectation level of company HR is not able to sort out the problem why the performance is not coming even after giving the full marketing and operational support The communication technique and dealing with the customers is also a problem to the personal banker
32 OBJECTIVES OF RESEARCH PROJECT
321 PRIMARY OBJECTIVES
bull To acquire new customer by convincing them and to promote the benefits of those which are provided by the bank
bull To find the different way of convincing customersbull To study brand image of the bankbull To increase the business of the bank
322 SECONDARY OBJECTIVES
bull To determine the need and purpose of a personal bankerbull To understand the deciding criteria for people to become a personal bankerbull To offer suggestions based upon the findings
33 PRODUCT SCOPE
Studying the increasing business scope of the bank Market segmentation to find the potential customers for the bank To study how the various products are positioned in the market Corporate marketing of products Customersrsquo perception on the various products of the bank
CHAPTER 4- RESEARCH METHODOLOGY AND LIMITATIONS
All the findings and conclusions obtained are based on the survey done in the working area within the time limit I tried to select the sample representative of the whole group during my summer training I have collected data from people linked with different professional at Gorakhpur
41 RESEARCH PLAN
411 PRELIMINARY INVESTIGATION
bull In which data on the situation surrounding the problems shall be gathered to arrive atbull The correct definition of the problem An understanding of its environment
412 EXPLORATORY STUDY
To determine the approximate area where the problem lies
42 RESEARCH DESIGN
Research was initiated by examining the secondary data to gain insight into the problem By analyzing the secondary data the study aim is to explore the short comings of the present system and primary data will help to validate the analysis of secondary data besides on unrevealing the areas which calls for improvement
421 DEVELOPING THE RESEARCH PLAN
The data for this research project has been collected through self Administration Due to time limitation and other constraints direct personal interview method is used A structured questionnaire was framed as it is less time consuming generates specific and to the point
information easier to tabulate and interpret Moreover respondents prefer to give direct answers In questionnaires open ended and closed ended both the types of questions has been used
422 COLLECTION OF DATA
1 SECONDARY DATA It was collected from internal sources The secondary data was collected on the basis of organizational file official records news papers magazines management books preserved information in the companyrsquos database and website of the company
2 PRIMARY DATA All the people from different profession were personally visited and interviewed They were the main source of Primary data The method of collection of primary data was direct personal interview through a structured questionnaire
43 SAMPLING PLAN Since it is not possible to study whole universe it becomes necessary to take sample from the universe to know about its characteristics
bull Sampling Units Different professionals Chartered Accountants Tax Consultants Lawyers Business Man Professionals and House Wives of Gorakhpur
bull Sample Technique Random Sampling
bull Research Instrument Structured Questionnaire bull Contact Method Personal Interview
44 SAMPLE SIZE My sample size for this project was 50 respondents Since it was not possible to cover the whole universe in the available time period it was necessary for me to take a sample size of 50 respondents
45 DATA COLLECTION INSTRUMENT DEVELOPMENT The mode of collection of data will be based on Survey Method and Field Activity Primary data collection will base on personal interview I have prepared the questionnaire according to the necessity of the data to be collected
46 RESEARCH LIMITATIONS
It was not possible to understand thoroughly about the different marketing aspects of the Financial Consultant within 60 days As stipend money was not given it was difficult to continue the project work All the work was limited in some limited areas of Gorakhpur so the findings should not be generalized The area of research was Gorakhpur and it was too vast an area to cover within 60 days
CHAPTER 5-DATA ANALYSIS INTERPRETATION AND PRESENTATION
Q1Your AgeAns
1 18-23 Years 10 Person 2 24-29 Years 20 Person 3 30-35 Years 10 Person4 35 Years and above 10 Person
Base 50 respondents Interpretation From above response it can be seen that
bull 20 respondentrsquos age are 18 to 23 years bull 35 respondentrsquos age are 24 to 29 years bull 30 respondentrsquos age are 30 to 35 yearsbull 15 respondentrsquos age are 35 to above years
Q2 Marital Status bull Married bull Single
No of Children __________Ans
bull Married 32 Personbull Single 18 Personbull No of Children Nil
Interpretation From above response it can be seen that bull 70 respondents are marriedbull 30 respondents are unmarried
Q3 Educational Qualificationbull Undergraduate bull Graduate bull Postgraduate
9Ansbull Undergraduate 10 Person bull Graduate 22 Person bull Postgraduate 18 Person
Interpretation From above response it can be seen thatbull 25 respondents are Under graduatebull 40 respondents are Graduatebull 35 respondents are Post graduate
Q4 Number Of yearrsquos Are You in Gorakhpur bull Less than five yearrsquos bull More than five yearrsquos
Ansbull Less than five yearrsquos 17 Personbull More than five yearrsquos 33 Person
Interpretation From above response it can be seen thatbull 39 respondents are in Gorakhpur for less than five yearsbull 61 respondents are in Gorakhpur for more than five years
Q5 Your Occupation bull Businessbull Profession bull Service
Ansbull Business 13 Personbull Profession 17 Personbull Service 20 Person
Interpretation From above response it can be seen thatbull 20 respondents Occupation is Businessbull 26 respondents Occupation is Profession bull 54 respondents Occupation is Service
Q6 Your annual household income bull Less than 2 lacs bull Between 2 to 5 lacsbull Between 5to 8 lacsbull More than 8 lacs
Ansbull Less than 2 lacs 32 Personbull Between 2 to 5 lacs 13 Personbull Between 5to 8 lacs 3 Personbull More than 8 lacs 2 Person
Interpretation From above response it can be seen thatbull 49 respondentrsquos annual household income is less than 2 lacsbull 31 respondentrsquos annual household income is between 2 to 5 lacs bull 15 respondentrsquos annual household income is between 5 to 8 lacs bull 5 respondentrsquos annual household income is more than 8 lacs
Q7 What is your perception about different productsservices provided by HDFC bank bull Lucrative bull Not lucrative bull No idea
Ansbull Lucrative 12 Personbull Not lucrative 33 Personbull No idea 5 Person
Interpretation From above response it can be seen thatbull 25 respondentrsquos perception about different products is lucrativebull 60 respondentrsquos perception about different
products is not lucrativebull 15 respondentrsquos have no idea
Q8 Do you want to open an account with HDFC bank bull Yesbull No bull Will tell later
Ansbull Yes 8 Personbull No 5 Personbull Will tell later 37 Person
Interpretation From above response it can be seen thatbull 80 respondents are not interested to open an account with the bankbull 5 respondents are interested to open an account with the bankbull 15 of the respondents say that they will tell later
Q9 Do you have all the documents which are required to open an accountbull Yesbull No
Ansbull Yes 15 Personbull No 35 Person
Interpretation From above response it can be seen thatbull 60 respondents have all the documents which are required to open an account with the
bankbull 25 respondents do not have all the documents which are required to open an account
with the bank
Q10 Are you aware that the bank provides you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull Yes bull No
Ans bull Yes 32 Personbull No 18 Person
Interpretation From above response it can be seen thatbull 20 respondents are aware of itbull 40 respondents are not aware of it
Q11Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
Ans bull Yes 15 Personbull No 35 Person
Interpretation From above response it can be seen thatbull 12 respondents are familiar with different terms and conditions which are very much
essential to maintain account with the bank bull 88 respondents have no idea about it
Q13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
Ans bull Yes 38 Personbull No 12 Person
Interpretation From above response it can be seen that
bull 41 respondents are known about HDFC Bankrsquos recruitment policies related to personal banker
bull 59 respondents are not known about HDFC Bankrsquos recruitment policies related to personal banker
CHAPTER 6- CONCLUSIONS AND SUGGESTIONS
61 CONCLUSIONS
HDFC Bank the banking arm of HDFC is expected to go on stream The bank already has good number of employees on board and is recruiting personal banker heavily to take the headcount to many more It is on the brim of increasing its customers through its attractive schemes and offer
The project opportunities provided was market segmentation and identifying prospective customers in potential geographical location and convincing them to attract more customers so that new business opportunities of the bank can be explored Through this project it could be concluded that people are not much aware about the various products of the bank and many of them not interested to open an account to invest money at all services was considered as unsought good which require hard core selling but in changing trend in income and people becoming financially literate the demand for banking sector is increasing day by day
So at last the conclusion is that there is tough competition ahead for the company from its major competitors in the banking sector Last but not the least I would like to thank HDFC Bank for giving me an opportunity to work in the field of Marketing and Operation I hope the company finds my analysis relevant
62 SUGGESTIONS
Finally some recommendations for the company are as fallows-
bull To make people aware about the benefit of becoming a customer of HDFC Bank following activities of advertisement should be done through
1 Print Media 2 Hoarding amp Banners3 Stalls in Trade Fares 4 Distribution of leaflets containing details information
Other facilities must be provide to the customerbull The bank should provide life time valid ATM card to all its customers
bull Minimum balance for savings account should be reduced from Rs 10000 to Rs 1000 so that people who are not financially strong enough can maintain their account properly
bull The company should provide a pass book to all its customersbull Make people understand about the various benefits of its productsbull Company should organize the program in the society so that people will be aware about
the company and different products of the bankbull Company should open more branches in different cities
CHAPTER 7- LIMITATIONS
Every work has its own limitation Limitations are extent to which the process should not exceed Limitations of this project are
bull The project was constrained by time limit of two monthsbull Mindset of people may very depending upon their age gender income etc bull Getting appointment from the concern person was very difficultbull People mind set about the survey was obstacles in acquiring complete Respondents were
very busy in their schedule So it was very time consuming for information amp positive interaction them to answer all the questions properly
ANNEXURES
1 QUESTIONNAIRE
DearSirMadamName helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Address helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Contact No reghelliphelliphelliphelliphelliphellip( O)helliphelliphelliphelliphelliphellip (M)helliphelliphelliphelliphelliphelliphelliphelliphellip City helliphelliphellipPin helliphelliphelliphelliphelliphelliphellipState helliphelliphelliphelliphelliphelliphelliphelliphellipI am a student of Mangalmay Institute of Management Studies presently doing a project onldquoIN WHICH AREA MORE FOCUS MARKETING OR OPERATIONrdquoI request you to kindly fill the questionnaire below and I assure you that the data generated shall be kept confidential1 Your Age ____________________ 2 Education Qualification
1 Undergraduate 2 Graduate 3 Postgraduate
3 Marital Status bull Married bull Single No of Children __________
4 Number Of yearrsquos Are You in Gorakhpur bull Less than five yearrsquos bull More than five yearrsquos
5 Occupationbull Businessbull Profession bull Service
(Please mention below the type of businessprofession you are in incase of service please mention your organization name and designation)
6Your annual household income bull ltthan 2 lack bull Between 2 to 5 lack bull Between 5 to 8 lack bull gtthan 8 lack
7 What is your perception about different products and services offered by HDFC Bank
bull Lucrative bull Not lucrative bull No idea
9 Do you want to open an savings account with HDFC Bankbull Lucrative bull Not lucrative bull No idea
10 Do you have all the documents which are required to open an accountbull Yes bull No
11 Are you aware of that HDFC Bank provide you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull yes bull No
12 Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
DatePlace Signature
Thank You
BIBLIOGRAPHY
1 BOOKS
Marketing Management (10th Edition) Marketing Management (3rd Edition) Research Methodology (2nd Edition) Research Methodology(3rd Edition)
AUTHORS Philip Kotler VS Ramaswamy CRKothary SP Kasande
2 NEWS PAPERS bull Times of India bull Financial Express
3 WEBSITESwwwhdfcbankcom wwwgooglecom
bull RTGS ndash sub membershipbull Fund Transferbull ATM Tie-upsbull Corporate Salary acbull Tax Collectionbull Financial Institutionsbull Mutual Fundsbull Stock Brokersbull Insurance Companiesbull Commodities Business bull Trusts
3 NRI BANKING SERVICESbull Rupee Saving acbull Rupee Current acbull Rupee Fixed Depositsbull Foreign Currency Depositsbull Accounts for Returning Indiansbull Payment Servicesbull Net Safebull Bill Paybull Insta Paybull Direct Paybull Visa Moneybull Online Donationbull Remittances
24 MILESTONES IN THE HISTORY
HDFC Bank began its operations in 1995 with a simple mission to be a World-class Indian Bank They realized that only a single-minded focus on product quality and service excellence would help us get there Today they are proud to say that they are well on our way towards that goal It is extremely gratifying that their efforts towards providing customer convenience have been appreciated both nationally and internationally
2009
Asia Money 2009 Awards
Best Domestic Bank in India
IBA Banking Technology Awards 2009
Best IT Governance Award - Runner up
Global Finance Award
Best Trade Finance Bank in India for 2009
IDRBT Banking Technology Excellence Award 2008
Best IT Governance and Value Delivery
Asian Banker Excellence in Retail Financial Services
Asian Banker Best Retail Bank in India Award 2009
2008
Finance Asia Country Awards for Achievement 2008 Best Bank and Best Cash Management Bank
CNN-IBNIndian of the Year (Business)
Nasscom IT User Award 2008Best IT Adoption in the Banking Sector
Business India Best Bank 2008
Forbes Asia Fab 50 companies in Asia Pacific
Asian Banker Excellence in Retail Financial Services Best Retail Bank 2008
Asiamoney Best local Cash Management Bank Award voted by Corporates
Microsoft amp Indian Express Group Security Strategist Award 2008
World Trade Center Award of honourFor outstanding contribution to international trade services
Business Today-Monitor Group surveyOne of Indias Most Innovative Companies
Financial Express-Ernst amp Young AwardBest Bank Award in the Private Sector category
2007
Dun amp Bradstreet ndash American Express Corporate Best Bank Award 2007Corporate Best Bank Award
The Bombay Stock Exchange and Nasscom Foundations Business for Social Responsibility Awards 2007Best Corporate Social Responsibility Practice Award
Outlook Money amp NDTV ProfitBest Bank Award in the Private sector category
The Asian Banker Excellence in Retail Financial Services AwardsBest Retail Bank in India
Asian BankerOur Managing Director Aditya Puri wins the Leadership Achievement Award for India
25 MERGER
HDFC Bank and Centurion Bank of Punjab merger at share swap ratio of 129 The Boards of HDFC Bank and Centurion Bank of Punjab met on 25 February 2008 and approved subject to due diligence the share swap ratio for the proposed merger of Centurion Bank of Punjab with HDFC Bank The Scheme of Amalgamation envisages a share exchange ratio of one share of HDFC Bank for twenty nine shares of Centurion Bank of Punjab The combined entity would have a nationwide network of 1148 branches (the largest amongst private sector Banks) a strong deposit base of around Rs 1200 billion and net advances of around Rs 850billion The balance sheet size of the combined entity would be over Rs 1500 billion Commenting on the proposed merger Mr Deepak Parekh Chairman HDFC said ldquoWe were amongst the first to get a banking license the first to do a merger in the private sector with Times Bank in 1999 and now if this deal happens it would be the largest merger in the private sector banking space in India HDFC Bank was looking for an appropriate merger opportunity that would add scale geography and experienced staff to its franchise This opportunity arose and we thought it is an attractive route to supplement HDFC Bankrsquos organic growth We believe that Centurion Bank of Punjab would be the right fit in terms of culture strategic intent and approach to businessrdquo Mr Aditya Puri Managing Director HDFC Bank said ldquoThese are exciting times for the Indian banking industry The proposed merger will position the combined entity to significantly exploit opportunities in a market globally recognized as one of the fastest growing Irsquom particularly bullish about the potential of business synergies and cultural fit between the two organizations The combined entity will be an even greater force in the marketrdquo Mr Rana Talwar Chairman Centurion Bank of Punjab stated ldquoOver the last few years Centurion Bank of Punjab has set benchmarks for growth The bank today has a large nationwide network an extremely valuable franchise 7500
talented employees and strong leadership positions in the market place I believe that the merger with HDFC Bank will create a world class bank in quality and scale and will set the stage to compete with banks both locally as well on a global levelrdquo
Mr Shailendra Bhandari Managing Director and CEO Centurion Bank of Punjab said ldquoWe are extremely pleased to receive the go ahead from our board to pursue this opportunity A merger between the banks provides significant synergies to the combined entity The proposed merger would further improve the franchise and customer proposition offered by the individual banksrdquo
26 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
INTEGRITY CUSTOMER CENTRIC PEOPLE CARE ldquoONE FOR ALL AND ALL FOR ONErdquo TEAM WORK JOY AND SIMPLICITY
CHAPTER 3- RESEARCH OBJECTIVES AND SCOPE OF RESEARCH PROJECT
31 PROBLEM DEFINATION
Personal Banker were with good background human being and through rigorous process of recruitment but still not able to perform up to the expectation level of company HR is not able to sort out the problem why the performance is not coming even after giving the full marketing and operational support The communication technique and dealing with the customers is also a problem to the personal banker
32 OBJECTIVES OF RESEARCH PROJECT
321 PRIMARY OBJECTIVES
bull To acquire new customer by convincing them and to promote the benefits of those which are provided by the bank
bull To find the different way of convincing customersbull To study brand image of the bankbull To increase the business of the bank
322 SECONDARY OBJECTIVES
bull To determine the need and purpose of a personal bankerbull To understand the deciding criteria for people to become a personal bankerbull To offer suggestions based upon the findings
33 PRODUCT SCOPE
Studying the increasing business scope of the bank Market segmentation to find the potential customers for the bank To study how the various products are positioned in the market Corporate marketing of products Customersrsquo perception on the various products of the bank
CHAPTER 4- RESEARCH METHODOLOGY AND LIMITATIONS
All the findings and conclusions obtained are based on the survey done in the working area within the time limit I tried to select the sample representative of the whole group during my summer training I have collected data from people linked with different professional at Gorakhpur
41 RESEARCH PLAN
411 PRELIMINARY INVESTIGATION
bull In which data on the situation surrounding the problems shall be gathered to arrive atbull The correct definition of the problem An understanding of its environment
412 EXPLORATORY STUDY
To determine the approximate area where the problem lies
42 RESEARCH DESIGN
Research was initiated by examining the secondary data to gain insight into the problem By analyzing the secondary data the study aim is to explore the short comings of the present system and primary data will help to validate the analysis of secondary data besides on unrevealing the areas which calls for improvement
421 DEVELOPING THE RESEARCH PLAN
The data for this research project has been collected through self Administration Due to time limitation and other constraints direct personal interview method is used A structured questionnaire was framed as it is less time consuming generates specific and to the point
information easier to tabulate and interpret Moreover respondents prefer to give direct answers In questionnaires open ended and closed ended both the types of questions has been used
422 COLLECTION OF DATA
1 SECONDARY DATA It was collected from internal sources The secondary data was collected on the basis of organizational file official records news papers magazines management books preserved information in the companyrsquos database and website of the company
2 PRIMARY DATA All the people from different profession were personally visited and interviewed They were the main source of Primary data The method of collection of primary data was direct personal interview through a structured questionnaire
43 SAMPLING PLAN Since it is not possible to study whole universe it becomes necessary to take sample from the universe to know about its characteristics
bull Sampling Units Different professionals Chartered Accountants Tax Consultants Lawyers Business Man Professionals and House Wives of Gorakhpur
bull Sample Technique Random Sampling
bull Research Instrument Structured Questionnaire bull Contact Method Personal Interview
44 SAMPLE SIZE My sample size for this project was 50 respondents Since it was not possible to cover the whole universe in the available time period it was necessary for me to take a sample size of 50 respondents
45 DATA COLLECTION INSTRUMENT DEVELOPMENT The mode of collection of data will be based on Survey Method and Field Activity Primary data collection will base on personal interview I have prepared the questionnaire according to the necessity of the data to be collected
46 RESEARCH LIMITATIONS
It was not possible to understand thoroughly about the different marketing aspects of the Financial Consultant within 60 days As stipend money was not given it was difficult to continue the project work All the work was limited in some limited areas of Gorakhpur so the findings should not be generalized The area of research was Gorakhpur and it was too vast an area to cover within 60 days
CHAPTER 5-DATA ANALYSIS INTERPRETATION AND PRESENTATION
Q1Your AgeAns
1 18-23 Years 10 Person 2 24-29 Years 20 Person 3 30-35 Years 10 Person4 35 Years and above 10 Person
Base 50 respondents Interpretation From above response it can be seen that
bull 20 respondentrsquos age are 18 to 23 years bull 35 respondentrsquos age are 24 to 29 years bull 30 respondentrsquos age are 30 to 35 yearsbull 15 respondentrsquos age are 35 to above years
Q2 Marital Status bull Married bull Single
No of Children __________Ans
bull Married 32 Personbull Single 18 Personbull No of Children Nil
Interpretation From above response it can be seen that bull 70 respondents are marriedbull 30 respondents are unmarried
Q3 Educational Qualificationbull Undergraduate bull Graduate bull Postgraduate
9Ansbull Undergraduate 10 Person bull Graduate 22 Person bull Postgraduate 18 Person
Interpretation From above response it can be seen thatbull 25 respondents are Under graduatebull 40 respondents are Graduatebull 35 respondents are Post graduate
Q4 Number Of yearrsquos Are You in Gorakhpur bull Less than five yearrsquos bull More than five yearrsquos
Ansbull Less than five yearrsquos 17 Personbull More than five yearrsquos 33 Person
Interpretation From above response it can be seen thatbull 39 respondents are in Gorakhpur for less than five yearsbull 61 respondents are in Gorakhpur for more than five years
Q5 Your Occupation bull Businessbull Profession bull Service
Ansbull Business 13 Personbull Profession 17 Personbull Service 20 Person
Interpretation From above response it can be seen thatbull 20 respondents Occupation is Businessbull 26 respondents Occupation is Profession bull 54 respondents Occupation is Service
Q6 Your annual household income bull Less than 2 lacs bull Between 2 to 5 lacsbull Between 5to 8 lacsbull More than 8 lacs
Ansbull Less than 2 lacs 32 Personbull Between 2 to 5 lacs 13 Personbull Between 5to 8 lacs 3 Personbull More than 8 lacs 2 Person
Interpretation From above response it can be seen thatbull 49 respondentrsquos annual household income is less than 2 lacsbull 31 respondentrsquos annual household income is between 2 to 5 lacs bull 15 respondentrsquos annual household income is between 5 to 8 lacs bull 5 respondentrsquos annual household income is more than 8 lacs
Q7 What is your perception about different productsservices provided by HDFC bank bull Lucrative bull Not lucrative bull No idea
Ansbull Lucrative 12 Personbull Not lucrative 33 Personbull No idea 5 Person
Interpretation From above response it can be seen thatbull 25 respondentrsquos perception about different products is lucrativebull 60 respondentrsquos perception about different
products is not lucrativebull 15 respondentrsquos have no idea
Q8 Do you want to open an account with HDFC bank bull Yesbull No bull Will tell later
Ansbull Yes 8 Personbull No 5 Personbull Will tell later 37 Person
Interpretation From above response it can be seen thatbull 80 respondents are not interested to open an account with the bankbull 5 respondents are interested to open an account with the bankbull 15 of the respondents say that they will tell later
Q9 Do you have all the documents which are required to open an accountbull Yesbull No
Ansbull Yes 15 Personbull No 35 Person
Interpretation From above response it can be seen thatbull 60 respondents have all the documents which are required to open an account with the
bankbull 25 respondents do not have all the documents which are required to open an account
with the bank
Q10 Are you aware that the bank provides you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull Yes bull No
Ans bull Yes 32 Personbull No 18 Person
Interpretation From above response it can be seen thatbull 20 respondents are aware of itbull 40 respondents are not aware of it
Q11Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
Ans bull Yes 15 Personbull No 35 Person
Interpretation From above response it can be seen thatbull 12 respondents are familiar with different terms and conditions which are very much
essential to maintain account with the bank bull 88 respondents have no idea about it
Q13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
Ans bull Yes 38 Personbull No 12 Person
Interpretation From above response it can be seen that
bull 41 respondents are known about HDFC Bankrsquos recruitment policies related to personal banker
bull 59 respondents are not known about HDFC Bankrsquos recruitment policies related to personal banker
CHAPTER 6- CONCLUSIONS AND SUGGESTIONS
61 CONCLUSIONS
HDFC Bank the banking arm of HDFC is expected to go on stream The bank already has good number of employees on board and is recruiting personal banker heavily to take the headcount to many more It is on the brim of increasing its customers through its attractive schemes and offer
The project opportunities provided was market segmentation and identifying prospective customers in potential geographical location and convincing them to attract more customers so that new business opportunities of the bank can be explored Through this project it could be concluded that people are not much aware about the various products of the bank and many of them not interested to open an account to invest money at all services was considered as unsought good which require hard core selling but in changing trend in income and people becoming financially literate the demand for banking sector is increasing day by day
So at last the conclusion is that there is tough competition ahead for the company from its major competitors in the banking sector Last but not the least I would like to thank HDFC Bank for giving me an opportunity to work in the field of Marketing and Operation I hope the company finds my analysis relevant
62 SUGGESTIONS
Finally some recommendations for the company are as fallows-
bull To make people aware about the benefit of becoming a customer of HDFC Bank following activities of advertisement should be done through
1 Print Media 2 Hoarding amp Banners3 Stalls in Trade Fares 4 Distribution of leaflets containing details information
Other facilities must be provide to the customerbull The bank should provide life time valid ATM card to all its customers
bull Minimum balance for savings account should be reduced from Rs 10000 to Rs 1000 so that people who are not financially strong enough can maintain their account properly
bull The company should provide a pass book to all its customersbull Make people understand about the various benefits of its productsbull Company should organize the program in the society so that people will be aware about
the company and different products of the bankbull Company should open more branches in different cities
CHAPTER 7- LIMITATIONS
Every work has its own limitation Limitations are extent to which the process should not exceed Limitations of this project are
bull The project was constrained by time limit of two monthsbull Mindset of people may very depending upon their age gender income etc bull Getting appointment from the concern person was very difficultbull People mind set about the survey was obstacles in acquiring complete Respondents were
very busy in their schedule So it was very time consuming for information amp positive interaction them to answer all the questions properly
ANNEXURES
1 QUESTIONNAIRE
DearSirMadamName helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Address helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Contact No reghelliphelliphelliphelliphelliphellip( O)helliphelliphelliphelliphelliphellip (M)helliphelliphelliphelliphelliphelliphelliphelliphellip City helliphelliphellipPin helliphelliphelliphelliphelliphelliphellipState helliphelliphelliphelliphelliphelliphelliphelliphellipI am a student of Mangalmay Institute of Management Studies presently doing a project onldquoIN WHICH AREA MORE FOCUS MARKETING OR OPERATIONrdquoI request you to kindly fill the questionnaire below and I assure you that the data generated shall be kept confidential1 Your Age ____________________ 2 Education Qualification
1 Undergraduate 2 Graduate 3 Postgraduate
3 Marital Status bull Married bull Single No of Children __________
4 Number Of yearrsquos Are You in Gorakhpur bull Less than five yearrsquos bull More than five yearrsquos
5 Occupationbull Businessbull Profession bull Service
(Please mention below the type of businessprofession you are in incase of service please mention your organization name and designation)
6Your annual household income bull ltthan 2 lack bull Between 2 to 5 lack bull Between 5 to 8 lack bull gtthan 8 lack
7 What is your perception about different products and services offered by HDFC Bank
bull Lucrative bull Not lucrative bull No idea
9 Do you want to open an savings account with HDFC Bankbull Lucrative bull Not lucrative bull No idea
10 Do you have all the documents which are required to open an accountbull Yes bull No
11 Are you aware of that HDFC Bank provide you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull yes bull No
12 Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
DatePlace Signature
Thank You
BIBLIOGRAPHY
1 BOOKS
Marketing Management (10th Edition) Marketing Management (3rd Edition) Research Methodology (2nd Edition) Research Methodology(3rd Edition)
AUTHORS Philip Kotler VS Ramaswamy CRKothary SP Kasande
2 NEWS PAPERS bull Times of India bull Financial Express
3 WEBSITESwwwhdfcbankcom wwwgooglecom
Asia Money 2009 Awards
Best Domestic Bank in India
IBA Banking Technology Awards 2009
Best IT Governance Award - Runner up
Global Finance Award
Best Trade Finance Bank in India for 2009
IDRBT Banking Technology Excellence Award 2008
Best IT Governance and Value Delivery
Asian Banker Excellence in Retail Financial Services
Asian Banker Best Retail Bank in India Award 2009
2008
Finance Asia Country Awards for Achievement 2008 Best Bank and Best Cash Management Bank
CNN-IBNIndian of the Year (Business)
Nasscom IT User Award 2008Best IT Adoption in the Banking Sector
Business India Best Bank 2008
Forbes Asia Fab 50 companies in Asia Pacific
Asian Banker Excellence in Retail Financial Services Best Retail Bank 2008
Asiamoney Best local Cash Management Bank Award voted by Corporates
Microsoft amp Indian Express Group Security Strategist Award 2008
World Trade Center Award of honourFor outstanding contribution to international trade services
Business Today-Monitor Group surveyOne of Indias Most Innovative Companies
Financial Express-Ernst amp Young AwardBest Bank Award in the Private Sector category
2007
Dun amp Bradstreet ndash American Express Corporate Best Bank Award 2007Corporate Best Bank Award
The Bombay Stock Exchange and Nasscom Foundations Business for Social Responsibility Awards 2007Best Corporate Social Responsibility Practice Award
Outlook Money amp NDTV ProfitBest Bank Award in the Private sector category
The Asian Banker Excellence in Retail Financial Services AwardsBest Retail Bank in India
Asian BankerOur Managing Director Aditya Puri wins the Leadership Achievement Award for India
25 MERGER
HDFC Bank and Centurion Bank of Punjab merger at share swap ratio of 129 The Boards of HDFC Bank and Centurion Bank of Punjab met on 25 February 2008 and approved subject to due diligence the share swap ratio for the proposed merger of Centurion Bank of Punjab with HDFC Bank The Scheme of Amalgamation envisages a share exchange ratio of one share of HDFC Bank for twenty nine shares of Centurion Bank of Punjab The combined entity would have a nationwide network of 1148 branches (the largest amongst private sector Banks) a strong deposit base of around Rs 1200 billion and net advances of around Rs 850billion The balance sheet size of the combined entity would be over Rs 1500 billion Commenting on the proposed merger Mr Deepak Parekh Chairman HDFC said ldquoWe were amongst the first to get a banking license the first to do a merger in the private sector with Times Bank in 1999 and now if this deal happens it would be the largest merger in the private sector banking space in India HDFC Bank was looking for an appropriate merger opportunity that would add scale geography and experienced staff to its franchise This opportunity arose and we thought it is an attractive route to supplement HDFC Bankrsquos organic growth We believe that Centurion Bank of Punjab would be the right fit in terms of culture strategic intent and approach to businessrdquo Mr Aditya Puri Managing Director HDFC Bank said ldquoThese are exciting times for the Indian banking industry The proposed merger will position the combined entity to significantly exploit opportunities in a market globally recognized as one of the fastest growing Irsquom particularly bullish about the potential of business synergies and cultural fit between the two organizations The combined entity will be an even greater force in the marketrdquo Mr Rana Talwar Chairman Centurion Bank of Punjab stated ldquoOver the last few years Centurion Bank of Punjab has set benchmarks for growth The bank today has a large nationwide network an extremely valuable franchise 7500
talented employees and strong leadership positions in the market place I believe that the merger with HDFC Bank will create a world class bank in quality and scale and will set the stage to compete with banks both locally as well on a global levelrdquo
Mr Shailendra Bhandari Managing Director and CEO Centurion Bank of Punjab said ldquoWe are extremely pleased to receive the go ahead from our board to pursue this opportunity A merger between the banks provides significant synergies to the combined entity The proposed merger would further improve the franchise and customer proposition offered by the individual banksrdquo
26 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
INTEGRITY CUSTOMER CENTRIC PEOPLE CARE ldquoONE FOR ALL AND ALL FOR ONErdquo TEAM WORK JOY AND SIMPLICITY
CHAPTER 3- RESEARCH OBJECTIVES AND SCOPE OF RESEARCH PROJECT
31 PROBLEM DEFINATION
Personal Banker were with good background human being and through rigorous process of recruitment but still not able to perform up to the expectation level of company HR is not able to sort out the problem why the performance is not coming even after giving the full marketing and operational support The communication technique and dealing with the customers is also a problem to the personal banker
32 OBJECTIVES OF RESEARCH PROJECT
321 PRIMARY OBJECTIVES
bull To acquire new customer by convincing them and to promote the benefits of those which are provided by the bank
bull To find the different way of convincing customersbull To study brand image of the bankbull To increase the business of the bank
322 SECONDARY OBJECTIVES
bull To determine the need and purpose of a personal bankerbull To understand the deciding criteria for people to become a personal bankerbull To offer suggestions based upon the findings
33 PRODUCT SCOPE
Studying the increasing business scope of the bank Market segmentation to find the potential customers for the bank To study how the various products are positioned in the market Corporate marketing of products Customersrsquo perception on the various products of the bank
CHAPTER 4- RESEARCH METHODOLOGY AND LIMITATIONS
All the findings and conclusions obtained are based on the survey done in the working area within the time limit I tried to select the sample representative of the whole group during my summer training I have collected data from people linked with different professional at Gorakhpur
41 RESEARCH PLAN
411 PRELIMINARY INVESTIGATION
bull In which data on the situation surrounding the problems shall be gathered to arrive atbull The correct definition of the problem An understanding of its environment
412 EXPLORATORY STUDY
To determine the approximate area where the problem lies
42 RESEARCH DESIGN
Research was initiated by examining the secondary data to gain insight into the problem By analyzing the secondary data the study aim is to explore the short comings of the present system and primary data will help to validate the analysis of secondary data besides on unrevealing the areas which calls for improvement
421 DEVELOPING THE RESEARCH PLAN
The data for this research project has been collected through self Administration Due to time limitation and other constraints direct personal interview method is used A structured questionnaire was framed as it is less time consuming generates specific and to the point
information easier to tabulate and interpret Moreover respondents prefer to give direct answers In questionnaires open ended and closed ended both the types of questions has been used
422 COLLECTION OF DATA
1 SECONDARY DATA It was collected from internal sources The secondary data was collected on the basis of organizational file official records news papers magazines management books preserved information in the companyrsquos database and website of the company
2 PRIMARY DATA All the people from different profession were personally visited and interviewed They were the main source of Primary data The method of collection of primary data was direct personal interview through a structured questionnaire
43 SAMPLING PLAN Since it is not possible to study whole universe it becomes necessary to take sample from the universe to know about its characteristics
bull Sampling Units Different professionals Chartered Accountants Tax Consultants Lawyers Business Man Professionals and House Wives of Gorakhpur
bull Sample Technique Random Sampling
bull Research Instrument Structured Questionnaire bull Contact Method Personal Interview
44 SAMPLE SIZE My sample size for this project was 50 respondents Since it was not possible to cover the whole universe in the available time period it was necessary for me to take a sample size of 50 respondents
45 DATA COLLECTION INSTRUMENT DEVELOPMENT The mode of collection of data will be based on Survey Method and Field Activity Primary data collection will base on personal interview I have prepared the questionnaire according to the necessity of the data to be collected
46 RESEARCH LIMITATIONS
It was not possible to understand thoroughly about the different marketing aspects of the Financial Consultant within 60 days As stipend money was not given it was difficult to continue the project work All the work was limited in some limited areas of Gorakhpur so the findings should not be generalized The area of research was Gorakhpur and it was too vast an area to cover within 60 days
CHAPTER 5-DATA ANALYSIS INTERPRETATION AND PRESENTATION
Q1Your AgeAns
1 18-23 Years 10 Person 2 24-29 Years 20 Person 3 30-35 Years 10 Person4 35 Years and above 10 Person
Base 50 respondents Interpretation From above response it can be seen that
bull 20 respondentrsquos age are 18 to 23 years bull 35 respondentrsquos age are 24 to 29 years bull 30 respondentrsquos age are 30 to 35 yearsbull 15 respondentrsquos age are 35 to above years
Q2 Marital Status bull Married bull Single
No of Children __________Ans
bull Married 32 Personbull Single 18 Personbull No of Children Nil
Interpretation From above response it can be seen that bull 70 respondents are marriedbull 30 respondents are unmarried
Q3 Educational Qualificationbull Undergraduate bull Graduate bull Postgraduate
9Ansbull Undergraduate 10 Person bull Graduate 22 Person bull Postgraduate 18 Person
Interpretation From above response it can be seen thatbull 25 respondents are Under graduatebull 40 respondents are Graduatebull 35 respondents are Post graduate
Q4 Number Of yearrsquos Are You in Gorakhpur bull Less than five yearrsquos bull More than five yearrsquos
Ansbull Less than five yearrsquos 17 Personbull More than five yearrsquos 33 Person
Interpretation From above response it can be seen thatbull 39 respondents are in Gorakhpur for less than five yearsbull 61 respondents are in Gorakhpur for more than five years
Q5 Your Occupation bull Businessbull Profession bull Service
Ansbull Business 13 Personbull Profession 17 Personbull Service 20 Person
Interpretation From above response it can be seen thatbull 20 respondents Occupation is Businessbull 26 respondents Occupation is Profession bull 54 respondents Occupation is Service
Q6 Your annual household income bull Less than 2 lacs bull Between 2 to 5 lacsbull Between 5to 8 lacsbull More than 8 lacs
Ansbull Less than 2 lacs 32 Personbull Between 2 to 5 lacs 13 Personbull Between 5to 8 lacs 3 Personbull More than 8 lacs 2 Person
Interpretation From above response it can be seen thatbull 49 respondentrsquos annual household income is less than 2 lacsbull 31 respondentrsquos annual household income is between 2 to 5 lacs bull 15 respondentrsquos annual household income is between 5 to 8 lacs bull 5 respondentrsquos annual household income is more than 8 lacs
Q7 What is your perception about different productsservices provided by HDFC bank bull Lucrative bull Not lucrative bull No idea
Ansbull Lucrative 12 Personbull Not lucrative 33 Personbull No idea 5 Person
Interpretation From above response it can be seen thatbull 25 respondentrsquos perception about different products is lucrativebull 60 respondentrsquos perception about different
products is not lucrativebull 15 respondentrsquos have no idea
Q8 Do you want to open an account with HDFC bank bull Yesbull No bull Will tell later
Ansbull Yes 8 Personbull No 5 Personbull Will tell later 37 Person
Interpretation From above response it can be seen thatbull 80 respondents are not interested to open an account with the bankbull 5 respondents are interested to open an account with the bankbull 15 of the respondents say that they will tell later
Q9 Do you have all the documents which are required to open an accountbull Yesbull No
Ansbull Yes 15 Personbull No 35 Person
Interpretation From above response it can be seen thatbull 60 respondents have all the documents which are required to open an account with the
bankbull 25 respondents do not have all the documents which are required to open an account
with the bank
Q10 Are you aware that the bank provides you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull Yes bull No
Ans bull Yes 32 Personbull No 18 Person
Interpretation From above response it can be seen thatbull 20 respondents are aware of itbull 40 respondents are not aware of it
Q11Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
Ans bull Yes 15 Personbull No 35 Person
Interpretation From above response it can be seen thatbull 12 respondents are familiar with different terms and conditions which are very much
essential to maintain account with the bank bull 88 respondents have no idea about it
Q13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
Ans bull Yes 38 Personbull No 12 Person
Interpretation From above response it can be seen that
bull 41 respondents are known about HDFC Bankrsquos recruitment policies related to personal banker
bull 59 respondents are not known about HDFC Bankrsquos recruitment policies related to personal banker
CHAPTER 6- CONCLUSIONS AND SUGGESTIONS
61 CONCLUSIONS
HDFC Bank the banking arm of HDFC is expected to go on stream The bank already has good number of employees on board and is recruiting personal banker heavily to take the headcount to many more It is on the brim of increasing its customers through its attractive schemes and offer
The project opportunities provided was market segmentation and identifying prospective customers in potential geographical location and convincing them to attract more customers so that new business opportunities of the bank can be explored Through this project it could be concluded that people are not much aware about the various products of the bank and many of them not interested to open an account to invest money at all services was considered as unsought good which require hard core selling but in changing trend in income and people becoming financially literate the demand for banking sector is increasing day by day
So at last the conclusion is that there is tough competition ahead for the company from its major competitors in the banking sector Last but not the least I would like to thank HDFC Bank for giving me an opportunity to work in the field of Marketing and Operation I hope the company finds my analysis relevant
62 SUGGESTIONS
Finally some recommendations for the company are as fallows-
bull To make people aware about the benefit of becoming a customer of HDFC Bank following activities of advertisement should be done through
1 Print Media 2 Hoarding amp Banners3 Stalls in Trade Fares 4 Distribution of leaflets containing details information
Other facilities must be provide to the customerbull The bank should provide life time valid ATM card to all its customers
bull Minimum balance for savings account should be reduced from Rs 10000 to Rs 1000 so that people who are not financially strong enough can maintain their account properly
bull The company should provide a pass book to all its customersbull Make people understand about the various benefits of its productsbull Company should organize the program in the society so that people will be aware about
the company and different products of the bankbull Company should open more branches in different cities
CHAPTER 7- LIMITATIONS
Every work has its own limitation Limitations are extent to which the process should not exceed Limitations of this project are
bull The project was constrained by time limit of two monthsbull Mindset of people may very depending upon their age gender income etc bull Getting appointment from the concern person was very difficultbull People mind set about the survey was obstacles in acquiring complete Respondents were
very busy in their schedule So it was very time consuming for information amp positive interaction them to answer all the questions properly
ANNEXURES
1 QUESTIONNAIRE
DearSirMadamName helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Address helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Contact No reghelliphelliphelliphelliphelliphellip( O)helliphelliphelliphelliphelliphellip (M)helliphelliphelliphelliphelliphelliphelliphelliphellip City helliphelliphellipPin helliphelliphelliphelliphelliphelliphellipState helliphelliphelliphelliphelliphelliphelliphelliphellipI am a student of Mangalmay Institute of Management Studies presently doing a project onldquoIN WHICH AREA MORE FOCUS MARKETING OR OPERATIONrdquoI request you to kindly fill the questionnaire below and I assure you that the data generated shall be kept confidential1 Your Age ____________________ 2 Education Qualification
1 Undergraduate 2 Graduate 3 Postgraduate
3 Marital Status bull Married bull Single No of Children __________
4 Number Of yearrsquos Are You in Gorakhpur bull Less than five yearrsquos bull More than five yearrsquos
5 Occupationbull Businessbull Profession bull Service
(Please mention below the type of businessprofession you are in incase of service please mention your organization name and designation)
6Your annual household income bull ltthan 2 lack bull Between 2 to 5 lack bull Between 5 to 8 lack bull gtthan 8 lack
7 What is your perception about different products and services offered by HDFC Bank
bull Lucrative bull Not lucrative bull No idea
9 Do you want to open an savings account with HDFC Bankbull Lucrative bull Not lucrative bull No idea
10 Do you have all the documents which are required to open an accountbull Yes bull No
11 Are you aware of that HDFC Bank provide you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull yes bull No
12 Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
DatePlace Signature
Thank You
BIBLIOGRAPHY
1 BOOKS
Marketing Management (10th Edition) Marketing Management (3rd Edition) Research Methodology (2nd Edition) Research Methodology(3rd Edition)
AUTHORS Philip Kotler VS Ramaswamy CRKothary SP Kasande
2 NEWS PAPERS bull Times of India bull Financial Express
3 WEBSITESwwwhdfcbankcom wwwgooglecom
Finance Asia Country Awards for Achievement 2008 Best Bank and Best Cash Management Bank
CNN-IBNIndian of the Year (Business)
Nasscom IT User Award 2008Best IT Adoption in the Banking Sector
Business India Best Bank 2008
Forbes Asia Fab 50 companies in Asia Pacific
Asian Banker Excellence in Retail Financial Services Best Retail Bank 2008
Asiamoney Best local Cash Management Bank Award voted by Corporates
Microsoft amp Indian Express Group Security Strategist Award 2008
World Trade Center Award of honourFor outstanding contribution to international trade services
Business Today-Monitor Group surveyOne of Indias Most Innovative Companies
Financial Express-Ernst amp Young AwardBest Bank Award in the Private Sector category
2007
Dun amp Bradstreet ndash American Express Corporate Best Bank Award 2007Corporate Best Bank Award
The Bombay Stock Exchange and Nasscom Foundations Business for Social Responsibility Awards 2007Best Corporate Social Responsibility Practice Award
Outlook Money amp NDTV ProfitBest Bank Award in the Private sector category
The Asian Banker Excellence in Retail Financial Services AwardsBest Retail Bank in India
Asian BankerOur Managing Director Aditya Puri wins the Leadership Achievement Award for India
25 MERGER
HDFC Bank and Centurion Bank of Punjab merger at share swap ratio of 129 The Boards of HDFC Bank and Centurion Bank of Punjab met on 25 February 2008 and approved subject to due diligence the share swap ratio for the proposed merger of Centurion Bank of Punjab with HDFC Bank The Scheme of Amalgamation envisages a share exchange ratio of one share of HDFC Bank for twenty nine shares of Centurion Bank of Punjab The combined entity would have a nationwide network of 1148 branches (the largest amongst private sector Banks) a strong deposit base of around Rs 1200 billion and net advances of around Rs 850billion The balance sheet size of the combined entity would be over Rs 1500 billion Commenting on the proposed merger Mr Deepak Parekh Chairman HDFC said ldquoWe were amongst the first to get a banking license the first to do a merger in the private sector with Times Bank in 1999 and now if this deal happens it would be the largest merger in the private sector banking space in India HDFC Bank was looking for an appropriate merger opportunity that would add scale geography and experienced staff to its franchise This opportunity arose and we thought it is an attractive route to supplement HDFC Bankrsquos organic growth We believe that Centurion Bank of Punjab would be the right fit in terms of culture strategic intent and approach to businessrdquo Mr Aditya Puri Managing Director HDFC Bank said ldquoThese are exciting times for the Indian banking industry The proposed merger will position the combined entity to significantly exploit opportunities in a market globally recognized as one of the fastest growing Irsquom particularly bullish about the potential of business synergies and cultural fit between the two organizations The combined entity will be an even greater force in the marketrdquo Mr Rana Talwar Chairman Centurion Bank of Punjab stated ldquoOver the last few years Centurion Bank of Punjab has set benchmarks for growth The bank today has a large nationwide network an extremely valuable franchise 7500
talented employees and strong leadership positions in the market place I believe that the merger with HDFC Bank will create a world class bank in quality and scale and will set the stage to compete with banks both locally as well on a global levelrdquo
Mr Shailendra Bhandari Managing Director and CEO Centurion Bank of Punjab said ldquoWe are extremely pleased to receive the go ahead from our board to pursue this opportunity A merger between the banks provides significant synergies to the combined entity The proposed merger would further improve the franchise and customer proposition offered by the individual banksrdquo
26 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
INTEGRITY CUSTOMER CENTRIC PEOPLE CARE ldquoONE FOR ALL AND ALL FOR ONErdquo TEAM WORK JOY AND SIMPLICITY
CHAPTER 3- RESEARCH OBJECTIVES AND SCOPE OF RESEARCH PROJECT
31 PROBLEM DEFINATION
Personal Banker were with good background human being and through rigorous process of recruitment but still not able to perform up to the expectation level of company HR is not able to sort out the problem why the performance is not coming even after giving the full marketing and operational support The communication technique and dealing with the customers is also a problem to the personal banker
32 OBJECTIVES OF RESEARCH PROJECT
321 PRIMARY OBJECTIVES
bull To acquire new customer by convincing them and to promote the benefits of those which are provided by the bank
bull To find the different way of convincing customersbull To study brand image of the bankbull To increase the business of the bank
322 SECONDARY OBJECTIVES
bull To determine the need and purpose of a personal bankerbull To understand the deciding criteria for people to become a personal bankerbull To offer suggestions based upon the findings
33 PRODUCT SCOPE
Studying the increasing business scope of the bank Market segmentation to find the potential customers for the bank To study how the various products are positioned in the market Corporate marketing of products Customersrsquo perception on the various products of the bank
CHAPTER 4- RESEARCH METHODOLOGY AND LIMITATIONS
All the findings and conclusions obtained are based on the survey done in the working area within the time limit I tried to select the sample representative of the whole group during my summer training I have collected data from people linked with different professional at Gorakhpur
41 RESEARCH PLAN
411 PRELIMINARY INVESTIGATION
bull In which data on the situation surrounding the problems shall be gathered to arrive atbull The correct definition of the problem An understanding of its environment
412 EXPLORATORY STUDY
To determine the approximate area where the problem lies
42 RESEARCH DESIGN
Research was initiated by examining the secondary data to gain insight into the problem By analyzing the secondary data the study aim is to explore the short comings of the present system and primary data will help to validate the analysis of secondary data besides on unrevealing the areas which calls for improvement
421 DEVELOPING THE RESEARCH PLAN
The data for this research project has been collected through self Administration Due to time limitation and other constraints direct personal interview method is used A structured questionnaire was framed as it is less time consuming generates specific and to the point
information easier to tabulate and interpret Moreover respondents prefer to give direct answers In questionnaires open ended and closed ended both the types of questions has been used
422 COLLECTION OF DATA
1 SECONDARY DATA It was collected from internal sources The secondary data was collected on the basis of organizational file official records news papers magazines management books preserved information in the companyrsquos database and website of the company
2 PRIMARY DATA All the people from different profession were personally visited and interviewed They were the main source of Primary data The method of collection of primary data was direct personal interview through a structured questionnaire
43 SAMPLING PLAN Since it is not possible to study whole universe it becomes necessary to take sample from the universe to know about its characteristics
bull Sampling Units Different professionals Chartered Accountants Tax Consultants Lawyers Business Man Professionals and House Wives of Gorakhpur
bull Sample Technique Random Sampling
bull Research Instrument Structured Questionnaire bull Contact Method Personal Interview
44 SAMPLE SIZE My sample size for this project was 50 respondents Since it was not possible to cover the whole universe in the available time period it was necessary for me to take a sample size of 50 respondents
45 DATA COLLECTION INSTRUMENT DEVELOPMENT The mode of collection of data will be based on Survey Method and Field Activity Primary data collection will base on personal interview I have prepared the questionnaire according to the necessity of the data to be collected
46 RESEARCH LIMITATIONS
It was not possible to understand thoroughly about the different marketing aspects of the Financial Consultant within 60 days As stipend money was not given it was difficult to continue the project work All the work was limited in some limited areas of Gorakhpur so the findings should not be generalized The area of research was Gorakhpur and it was too vast an area to cover within 60 days
CHAPTER 5-DATA ANALYSIS INTERPRETATION AND PRESENTATION
Q1Your AgeAns
1 18-23 Years 10 Person 2 24-29 Years 20 Person 3 30-35 Years 10 Person4 35 Years and above 10 Person
Base 50 respondents Interpretation From above response it can be seen that
bull 20 respondentrsquos age are 18 to 23 years bull 35 respondentrsquos age are 24 to 29 years bull 30 respondentrsquos age are 30 to 35 yearsbull 15 respondentrsquos age are 35 to above years
Q2 Marital Status bull Married bull Single
No of Children __________Ans
bull Married 32 Personbull Single 18 Personbull No of Children Nil
Interpretation From above response it can be seen that bull 70 respondents are marriedbull 30 respondents are unmarried
Q3 Educational Qualificationbull Undergraduate bull Graduate bull Postgraduate
9Ansbull Undergraduate 10 Person bull Graduate 22 Person bull Postgraduate 18 Person
Interpretation From above response it can be seen thatbull 25 respondents are Under graduatebull 40 respondents are Graduatebull 35 respondents are Post graduate
Q4 Number Of yearrsquos Are You in Gorakhpur bull Less than five yearrsquos bull More than five yearrsquos
Ansbull Less than five yearrsquos 17 Personbull More than five yearrsquos 33 Person
Interpretation From above response it can be seen thatbull 39 respondents are in Gorakhpur for less than five yearsbull 61 respondents are in Gorakhpur for more than five years
Q5 Your Occupation bull Businessbull Profession bull Service
Ansbull Business 13 Personbull Profession 17 Personbull Service 20 Person
Interpretation From above response it can be seen thatbull 20 respondents Occupation is Businessbull 26 respondents Occupation is Profession bull 54 respondents Occupation is Service
Q6 Your annual household income bull Less than 2 lacs bull Between 2 to 5 lacsbull Between 5to 8 lacsbull More than 8 lacs
Ansbull Less than 2 lacs 32 Personbull Between 2 to 5 lacs 13 Personbull Between 5to 8 lacs 3 Personbull More than 8 lacs 2 Person
Interpretation From above response it can be seen thatbull 49 respondentrsquos annual household income is less than 2 lacsbull 31 respondentrsquos annual household income is between 2 to 5 lacs bull 15 respondentrsquos annual household income is between 5 to 8 lacs bull 5 respondentrsquos annual household income is more than 8 lacs
Q7 What is your perception about different productsservices provided by HDFC bank bull Lucrative bull Not lucrative bull No idea
Ansbull Lucrative 12 Personbull Not lucrative 33 Personbull No idea 5 Person
Interpretation From above response it can be seen thatbull 25 respondentrsquos perception about different products is lucrativebull 60 respondentrsquos perception about different
products is not lucrativebull 15 respondentrsquos have no idea
Q8 Do you want to open an account with HDFC bank bull Yesbull No bull Will tell later
Ansbull Yes 8 Personbull No 5 Personbull Will tell later 37 Person
Interpretation From above response it can be seen thatbull 80 respondents are not interested to open an account with the bankbull 5 respondents are interested to open an account with the bankbull 15 of the respondents say that they will tell later
Q9 Do you have all the documents which are required to open an accountbull Yesbull No
Ansbull Yes 15 Personbull No 35 Person
Interpretation From above response it can be seen thatbull 60 respondents have all the documents which are required to open an account with the
bankbull 25 respondents do not have all the documents which are required to open an account
with the bank
Q10 Are you aware that the bank provides you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull Yes bull No
Ans bull Yes 32 Personbull No 18 Person
Interpretation From above response it can be seen thatbull 20 respondents are aware of itbull 40 respondents are not aware of it
Q11Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
Ans bull Yes 15 Personbull No 35 Person
Interpretation From above response it can be seen thatbull 12 respondents are familiar with different terms and conditions which are very much
essential to maintain account with the bank bull 88 respondents have no idea about it
Q13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
Ans bull Yes 38 Personbull No 12 Person
Interpretation From above response it can be seen that
bull 41 respondents are known about HDFC Bankrsquos recruitment policies related to personal banker
bull 59 respondents are not known about HDFC Bankrsquos recruitment policies related to personal banker
CHAPTER 6- CONCLUSIONS AND SUGGESTIONS
61 CONCLUSIONS
HDFC Bank the banking arm of HDFC is expected to go on stream The bank already has good number of employees on board and is recruiting personal banker heavily to take the headcount to many more It is on the brim of increasing its customers through its attractive schemes and offer
The project opportunities provided was market segmentation and identifying prospective customers in potential geographical location and convincing them to attract more customers so that new business opportunities of the bank can be explored Through this project it could be concluded that people are not much aware about the various products of the bank and many of them not interested to open an account to invest money at all services was considered as unsought good which require hard core selling but in changing trend in income and people becoming financially literate the demand for banking sector is increasing day by day
So at last the conclusion is that there is tough competition ahead for the company from its major competitors in the banking sector Last but not the least I would like to thank HDFC Bank for giving me an opportunity to work in the field of Marketing and Operation I hope the company finds my analysis relevant
62 SUGGESTIONS
Finally some recommendations for the company are as fallows-
bull To make people aware about the benefit of becoming a customer of HDFC Bank following activities of advertisement should be done through
1 Print Media 2 Hoarding amp Banners3 Stalls in Trade Fares 4 Distribution of leaflets containing details information
Other facilities must be provide to the customerbull The bank should provide life time valid ATM card to all its customers
bull Minimum balance for savings account should be reduced from Rs 10000 to Rs 1000 so that people who are not financially strong enough can maintain their account properly
bull The company should provide a pass book to all its customersbull Make people understand about the various benefits of its productsbull Company should organize the program in the society so that people will be aware about
the company and different products of the bankbull Company should open more branches in different cities
CHAPTER 7- LIMITATIONS
Every work has its own limitation Limitations are extent to which the process should not exceed Limitations of this project are
bull The project was constrained by time limit of two monthsbull Mindset of people may very depending upon their age gender income etc bull Getting appointment from the concern person was very difficultbull People mind set about the survey was obstacles in acquiring complete Respondents were
very busy in their schedule So it was very time consuming for information amp positive interaction them to answer all the questions properly
ANNEXURES
1 QUESTIONNAIRE
DearSirMadamName helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Address helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Contact No reghelliphelliphelliphelliphelliphellip( O)helliphelliphelliphelliphelliphellip (M)helliphelliphelliphelliphelliphelliphelliphelliphellip City helliphelliphellipPin helliphelliphelliphelliphelliphelliphellipState helliphelliphelliphelliphelliphelliphelliphelliphellipI am a student of Mangalmay Institute of Management Studies presently doing a project onldquoIN WHICH AREA MORE FOCUS MARKETING OR OPERATIONrdquoI request you to kindly fill the questionnaire below and I assure you that the data generated shall be kept confidential1 Your Age ____________________ 2 Education Qualification
1 Undergraduate 2 Graduate 3 Postgraduate
3 Marital Status bull Married bull Single No of Children __________
4 Number Of yearrsquos Are You in Gorakhpur bull Less than five yearrsquos bull More than five yearrsquos
5 Occupationbull Businessbull Profession bull Service
(Please mention below the type of businessprofession you are in incase of service please mention your organization name and designation)
6Your annual household income bull ltthan 2 lack bull Between 2 to 5 lack bull Between 5 to 8 lack bull gtthan 8 lack
7 What is your perception about different products and services offered by HDFC Bank
bull Lucrative bull Not lucrative bull No idea
9 Do you want to open an savings account with HDFC Bankbull Lucrative bull Not lucrative bull No idea
10 Do you have all the documents which are required to open an accountbull Yes bull No
11 Are you aware of that HDFC Bank provide you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull yes bull No
12 Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
DatePlace Signature
Thank You
BIBLIOGRAPHY
1 BOOKS
Marketing Management (10th Edition) Marketing Management (3rd Edition) Research Methodology (2nd Edition) Research Methodology(3rd Edition)
AUTHORS Philip Kotler VS Ramaswamy CRKothary SP Kasande
2 NEWS PAPERS bull Times of India bull Financial Express
3 WEBSITESwwwhdfcbankcom wwwgooglecom
2007
Dun amp Bradstreet ndash American Express Corporate Best Bank Award 2007Corporate Best Bank Award
The Bombay Stock Exchange and Nasscom Foundations Business for Social Responsibility Awards 2007Best Corporate Social Responsibility Practice Award
Outlook Money amp NDTV ProfitBest Bank Award in the Private sector category
The Asian Banker Excellence in Retail Financial Services AwardsBest Retail Bank in India
Asian BankerOur Managing Director Aditya Puri wins the Leadership Achievement Award for India
25 MERGER
HDFC Bank and Centurion Bank of Punjab merger at share swap ratio of 129 The Boards of HDFC Bank and Centurion Bank of Punjab met on 25 February 2008 and approved subject to due diligence the share swap ratio for the proposed merger of Centurion Bank of Punjab with HDFC Bank The Scheme of Amalgamation envisages a share exchange ratio of one share of HDFC Bank for twenty nine shares of Centurion Bank of Punjab The combined entity would have a nationwide network of 1148 branches (the largest amongst private sector Banks) a strong deposit base of around Rs 1200 billion and net advances of around Rs 850billion The balance sheet size of the combined entity would be over Rs 1500 billion Commenting on the proposed merger Mr Deepak Parekh Chairman HDFC said ldquoWe were amongst the first to get a banking license the first to do a merger in the private sector with Times Bank in 1999 and now if this deal happens it would be the largest merger in the private sector banking space in India HDFC Bank was looking for an appropriate merger opportunity that would add scale geography and experienced staff to its franchise This opportunity arose and we thought it is an attractive route to supplement HDFC Bankrsquos organic growth We believe that Centurion Bank of Punjab would be the right fit in terms of culture strategic intent and approach to businessrdquo Mr Aditya Puri Managing Director HDFC Bank said ldquoThese are exciting times for the Indian banking industry The proposed merger will position the combined entity to significantly exploit opportunities in a market globally recognized as one of the fastest growing Irsquom particularly bullish about the potential of business synergies and cultural fit between the two organizations The combined entity will be an even greater force in the marketrdquo Mr Rana Talwar Chairman Centurion Bank of Punjab stated ldquoOver the last few years Centurion Bank of Punjab has set benchmarks for growth The bank today has a large nationwide network an extremely valuable franchise 7500
talented employees and strong leadership positions in the market place I believe that the merger with HDFC Bank will create a world class bank in quality and scale and will set the stage to compete with banks both locally as well on a global levelrdquo
Mr Shailendra Bhandari Managing Director and CEO Centurion Bank of Punjab said ldquoWe are extremely pleased to receive the go ahead from our board to pursue this opportunity A merger between the banks provides significant synergies to the combined entity The proposed merger would further improve the franchise and customer proposition offered by the individual banksrdquo
26 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
INTEGRITY CUSTOMER CENTRIC PEOPLE CARE ldquoONE FOR ALL AND ALL FOR ONErdquo TEAM WORK JOY AND SIMPLICITY
CHAPTER 3- RESEARCH OBJECTIVES AND SCOPE OF RESEARCH PROJECT
31 PROBLEM DEFINATION
Personal Banker were with good background human being and through rigorous process of recruitment but still not able to perform up to the expectation level of company HR is not able to sort out the problem why the performance is not coming even after giving the full marketing and operational support The communication technique and dealing with the customers is also a problem to the personal banker
32 OBJECTIVES OF RESEARCH PROJECT
321 PRIMARY OBJECTIVES
bull To acquire new customer by convincing them and to promote the benefits of those which are provided by the bank
bull To find the different way of convincing customersbull To study brand image of the bankbull To increase the business of the bank
322 SECONDARY OBJECTIVES
bull To determine the need and purpose of a personal bankerbull To understand the deciding criteria for people to become a personal bankerbull To offer suggestions based upon the findings
33 PRODUCT SCOPE
Studying the increasing business scope of the bank Market segmentation to find the potential customers for the bank To study how the various products are positioned in the market Corporate marketing of products Customersrsquo perception on the various products of the bank
CHAPTER 4- RESEARCH METHODOLOGY AND LIMITATIONS
All the findings and conclusions obtained are based on the survey done in the working area within the time limit I tried to select the sample representative of the whole group during my summer training I have collected data from people linked with different professional at Gorakhpur
41 RESEARCH PLAN
411 PRELIMINARY INVESTIGATION
bull In which data on the situation surrounding the problems shall be gathered to arrive atbull The correct definition of the problem An understanding of its environment
412 EXPLORATORY STUDY
To determine the approximate area where the problem lies
42 RESEARCH DESIGN
Research was initiated by examining the secondary data to gain insight into the problem By analyzing the secondary data the study aim is to explore the short comings of the present system and primary data will help to validate the analysis of secondary data besides on unrevealing the areas which calls for improvement
421 DEVELOPING THE RESEARCH PLAN
The data for this research project has been collected through self Administration Due to time limitation and other constraints direct personal interview method is used A structured questionnaire was framed as it is less time consuming generates specific and to the point
information easier to tabulate and interpret Moreover respondents prefer to give direct answers In questionnaires open ended and closed ended both the types of questions has been used
422 COLLECTION OF DATA
1 SECONDARY DATA It was collected from internal sources The secondary data was collected on the basis of organizational file official records news papers magazines management books preserved information in the companyrsquos database and website of the company
2 PRIMARY DATA All the people from different profession were personally visited and interviewed They were the main source of Primary data The method of collection of primary data was direct personal interview through a structured questionnaire
43 SAMPLING PLAN Since it is not possible to study whole universe it becomes necessary to take sample from the universe to know about its characteristics
bull Sampling Units Different professionals Chartered Accountants Tax Consultants Lawyers Business Man Professionals and House Wives of Gorakhpur
bull Sample Technique Random Sampling
bull Research Instrument Structured Questionnaire bull Contact Method Personal Interview
44 SAMPLE SIZE My sample size for this project was 50 respondents Since it was not possible to cover the whole universe in the available time period it was necessary for me to take a sample size of 50 respondents
45 DATA COLLECTION INSTRUMENT DEVELOPMENT The mode of collection of data will be based on Survey Method and Field Activity Primary data collection will base on personal interview I have prepared the questionnaire according to the necessity of the data to be collected
46 RESEARCH LIMITATIONS
It was not possible to understand thoroughly about the different marketing aspects of the Financial Consultant within 60 days As stipend money was not given it was difficult to continue the project work All the work was limited in some limited areas of Gorakhpur so the findings should not be generalized The area of research was Gorakhpur and it was too vast an area to cover within 60 days
CHAPTER 5-DATA ANALYSIS INTERPRETATION AND PRESENTATION
Q1Your AgeAns
1 18-23 Years 10 Person 2 24-29 Years 20 Person 3 30-35 Years 10 Person4 35 Years and above 10 Person
Base 50 respondents Interpretation From above response it can be seen that
bull 20 respondentrsquos age are 18 to 23 years bull 35 respondentrsquos age are 24 to 29 years bull 30 respondentrsquos age are 30 to 35 yearsbull 15 respondentrsquos age are 35 to above years
Q2 Marital Status bull Married bull Single
No of Children __________Ans
bull Married 32 Personbull Single 18 Personbull No of Children Nil
Interpretation From above response it can be seen that bull 70 respondents are marriedbull 30 respondents are unmarried
Q3 Educational Qualificationbull Undergraduate bull Graduate bull Postgraduate
9Ansbull Undergraduate 10 Person bull Graduate 22 Person bull Postgraduate 18 Person
Interpretation From above response it can be seen thatbull 25 respondents are Under graduatebull 40 respondents are Graduatebull 35 respondents are Post graduate
Q4 Number Of yearrsquos Are You in Gorakhpur bull Less than five yearrsquos bull More than five yearrsquos
Ansbull Less than five yearrsquos 17 Personbull More than five yearrsquos 33 Person
Interpretation From above response it can be seen thatbull 39 respondents are in Gorakhpur for less than five yearsbull 61 respondents are in Gorakhpur for more than five years
Q5 Your Occupation bull Businessbull Profession bull Service
Ansbull Business 13 Personbull Profession 17 Personbull Service 20 Person
Interpretation From above response it can be seen thatbull 20 respondents Occupation is Businessbull 26 respondents Occupation is Profession bull 54 respondents Occupation is Service
Q6 Your annual household income bull Less than 2 lacs bull Between 2 to 5 lacsbull Between 5to 8 lacsbull More than 8 lacs
Ansbull Less than 2 lacs 32 Personbull Between 2 to 5 lacs 13 Personbull Between 5to 8 lacs 3 Personbull More than 8 lacs 2 Person
Interpretation From above response it can be seen thatbull 49 respondentrsquos annual household income is less than 2 lacsbull 31 respondentrsquos annual household income is between 2 to 5 lacs bull 15 respondentrsquos annual household income is between 5 to 8 lacs bull 5 respondentrsquos annual household income is more than 8 lacs
Q7 What is your perception about different productsservices provided by HDFC bank bull Lucrative bull Not lucrative bull No idea
Ansbull Lucrative 12 Personbull Not lucrative 33 Personbull No idea 5 Person
Interpretation From above response it can be seen thatbull 25 respondentrsquos perception about different products is lucrativebull 60 respondentrsquos perception about different
products is not lucrativebull 15 respondentrsquos have no idea
Q8 Do you want to open an account with HDFC bank bull Yesbull No bull Will tell later
Ansbull Yes 8 Personbull No 5 Personbull Will tell later 37 Person
Interpretation From above response it can be seen thatbull 80 respondents are not interested to open an account with the bankbull 5 respondents are interested to open an account with the bankbull 15 of the respondents say that they will tell later
Q9 Do you have all the documents which are required to open an accountbull Yesbull No
Ansbull Yes 15 Personbull No 35 Person
Interpretation From above response it can be seen thatbull 60 respondents have all the documents which are required to open an account with the
bankbull 25 respondents do not have all the documents which are required to open an account
with the bank
Q10 Are you aware that the bank provides you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull Yes bull No
Ans bull Yes 32 Personbull No 18 Person
Interpretation From above response it can be seen thatbull 20 respondents are aware of itbull 40 respondents are not aware of it
Q11Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
Ans bull Yes 15 Personbull No 35 Person
Interpretation From above response it can be seen thatbull 12 respondents are familiar with different terms and conditions which are very much
essential to maintain account with the bank bull 88 respondents have no idea about it
Q13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
Ans bull Yes 38 Personbull No 12 Person
Interpretation From above response it can be seen that
bull 41 respondents are known about HDFC Bankrsquos recruitment policies related to personal banker
bull 59 respondents are not known about HDFC Bankrsquos recruitment policies related to personal banker
CHAPTER 6- CONCLUSIONS AND SUGGESTIONS
61 CONCLUSIONS
HDFC Bank the banking arm of HDFC is expected to go on stream The bank already has good number of employees on board and is recruiting personal banker heavily to take the headcount to many more It is on the brim of increasing its customers through its attractive schemes and offer
The project opportunities provided was market segmentation and identifying prospective customers in potential geographical location and convincing them to attract more customers so that new business opportunities of the bank can be explored Through this project it could be concluded that people are not much aware about the various products of the bank and many of them not interested to open an account to invest money at all services was considered as unsought good which require hard core selling but in changing trend in income and people becoming financially literate the demand for banking sector is increasing day by day
So at last the conclusion is that there is tough competition ahead for the company from its major competitors in the banking sector Last but not the least I would like to thank HDFC Bank for giving me an opportunity to work in the field of Marketing and Operation I hope the company finds my analysis relevant
62 SUGGESTIONS
Finally some recommendations for the company are as fallows-
bull To make people aware about the benefit of becoming a customer of HDFC Bank following activities of advertisement should be done through
1 Print Media 2 Hoarding amp Banners3 Stalls in Trade Fares 4 Distribution of leaflets containing details information
Other facilities must be provide to the customerbull The bank should provide life time valid ATM card to all its customers
bull Minimum balance for savings account should be reduced from Rs 10000 to Rs 1000 so that people who are not financially strong enough can maintain their account properly
bull The company should provide a pass book to all its customersbull Make people understand about the various benefits of its productsbull Company should organize the program in the society so that people will be aware about
the company and different products of the bankbull Company should open more branches in different cities
CHAPTER 7- LIMITATIONS
Every work has its own limitation Limitations are extent to which the process should not exceed Limitations of this project are
bull The project was constrained by time limit of two monthsbull Mindset of people may very depending upon their age gender income etc bull Getting appointment from the concern person was very difficultbull People mind set about the survey was obstacles in acquiring complete Respondents were
very busy in their schedule So it was very time consuming for information amp positive interaction them to answer all the questions properly
ANNEXURES
1 QUESTIONNAIRE
DearSirMadamName helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Address helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Contact No reghelliphelliphelliphelliphelliphellip( O)helliphelliphelliphelliphelliphellip (M)helliphelliphelliphelliphelliphelliphelliphelliphellip City helliphelliphellipPin helliphelliphelliphelliphelliphelliphellipState helliphelliphelliphelliphelliphelliphelliphelliphellipI am a student of Mangalmay Institute of Management Studies presently doing a project onldquoIN WHICH AREA MORE FOCUS MARKETING OR OPERATIONrdquoI request you to kindly fill the questionnaire below and I assure you that the data generated shall be kept confidential1 Your Age ____________________ 2 Education Qualification
1 Undergraduate 2 Graduate 3 Postgraduate
3 Marital Status bull Married bull Single No of Children __________
4 Number Of yearrsquos Are You in Gorakhpur bull Less than five yearrsquos bull More than five yearrsquos
5 Occupationbull Businessbull Profession bull Service
(Please mention below the type of businessprofession you are in incase of service please mention your organization name and designation)
6Your annual household income bull ltthan 2 lack bull Between 2 to 5 lack bull Between 5 to 8 lack bull gtthan 8 lack
7 What is your perception about different products and services offered by HDFC Bank
bull Lucrative bull Not lucrative bull No idea
9 Do you want to open an savings account with HDFC Bankbull Lucrative bull Not lucrative bull No idea
10 Do you have all the documents which are required to open an accountbull Yes bull No
11 Are you aware of that HDFC Bank provide you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull yes bull No
12 Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
DatePlace Signature
Thank You
BIBLIOGRAPHY
1 BOOKS
Marketing Management (10th Edition) Marketing Management (3rd Edition) Research Methodology (2nd Edition) Research Methodology(3rd Edition)
AUTHORS Philip Kotler VS Ramaswamy CRKothary SP Kasande
2 NEWS PAPERS bull Times of India bull Financial Express
3 WEBSITESwwwhdfcbankcom wwwgooglecom
HDFC Bank and Centurion Bank of Punjab merger at share swap ratio of 129 The Boards of HDFC Bank and Centurion Bank of Punjab met on 25 February 2008 and approved subject to due diligence the share swap ratio for the proposed merger of Centurion Bank of Punjab with HDFC Bank The Scheme of Amalgamation envisages a share exchange ratio of one share of HDFC Bank for twenty nine shares of Centurion Bank of Punjab The combined entity would have a nationwide network of 1148 branches (the largest amongst private sector Banks) a strong deposit base of around Rs 1200 billion and net advances of around Rs 850billion The balance sheet size of the combined entity would be over Rs 1500 billion Commenting on the proposed merger Mr Deepak Parekh Chairman HDFC said ldquoWe were amongst the first to get a banking license the first to do a merger in the private sector with Times Bank in 1999 and now if this deal happens it would be the largest merger in the private sector banking space in India HDFC Bank was looking for an appropriate merger opportunity that would add scale geography and experienced staff to its franchise This opportunity arose and we thought it is an attractive route to supplement HDFC Bankrsquos organic growth We believe that Centurion Bank of Punjab would be the right fit in terms of culture strategic intent and approach to businessrdquo Mr Aditya Puri Managing Director HDFC Bank said ldquoThese are exciting times for the Indian banking industry The proposed merger will position the combined entity to significantly exploit opportunities in a market globally recognized as one of the fastest growing Irsquom particularly bullish about the potential of business synergies and cultural fit between the two organizations The combined entity will be an even greater force in the marketrdquo Mr Rana Talwar Chairman Centurion Bank of Punjab stated ldquoOver the last few years Centurion Bank of Punjab has set benchmarks for growth The bank today has a large nationwide network an extremely valuable franchise 7500
talented employees and strong leadership positions in the market place I believe that the merger with HDFC Bank will create a world class bank in quality and scale and will set the stage to compete with banks both locally as well on a global levelrdquo
Mr Shailendra Bhandari Managing Director and CEO Centurion Bank of Punjab said ldquoWe are extremely pleased to receive the go ahead from our board to pursue this opportunity A merger between the banks provides significant synergies to the combined entity The proposed merger would further improve the franchise and customer proposition offered by the individual banksrdquo
26 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
INTEGRITY CUSTOMER CENTRIC PEOPLE CARE ldquoONE FOR ALL AND ALL FOR ONErdquo TEAM WORK JOY AND SIMPLICITY
CHAPTER 3- RESEARCH OBJECTIVES AND SCOPE OF RESEARCH PROJECT
31 PROBLEM DEFINATION
Personal Banker were with good background human being and through rigorous process of recruitment but still not able to perform up to the expectation level of company HR is not able to sort out the problem why the performance is not coming even after giving the full marketing and operational support The communication technique and dealing with the customers is also a problem to the personal banker
32 OBJECTIVES OF RESEARCH PROJECT
321 PRIMARY OBJECTIVES
bull To acquire new customer by convincing them and to promote the benefits of those which are provided by the bank
bull To find the different way of convincing customersbull To study brand image of the bankbull To increase the business of the bank
322 SECONDARY OBJECTIVES
bull To determine the need and purpose of a personal bankerbull To understand the deciding criteria for people to become a personal bankerbull To offer suggestions based upon the findings
33 PRODUCT SCOPE
Studying the increasing business scope of the bank Market segmentation to find the potential customers for the bank To study how the various products are positioned in the market Corporate marketing of products Customersrsquo perception on the various products of the bank
CHAPTER 4- RESEARCH METHODOLOGY AND LIMITATIONS
All the findings and conclusions obtained are based on the survey done in the working area within the time limit I tried to select the sample representative of the whole group during my summer training I have collected data from people linked with different professional at Gorakhpur
41 RESEARCH PLAN
411 PRELIMINARY INVESTIGATION
bull In which data on the situation surrounding the problems shall be gathered to arrive atbull The correct definition of the problem An understanding of its environment
412 EXPLORATORY STUDY
To determine the approximate area where the problem lies
42 RESEARCH DESIGN
Research was initiated by examining the secondary data to gain insight into the problem By analyzing the secondary data the study aim is to explore the short comings of the present system and primary data will help to validate the analysis of secondary data besides on unrevealing the areas which calls for improvement
421 DEVELOPING THE RESEARCH PLAN
The data for this research project has been collected through self Administration Due to time limitation and other constraints direct personal interview method is used A structured questionnaire was framed as it is less time consuming generates specific and to the point
information easier to tabulate and interpret Moreover respondents prefer to give direct answers In questionnaires open ended and closed ended both the types of questions has been used
422 COLLECTION OF DATA
1 SECONDARY DATA It was collected from internal sources The secondary data was collected on the basis of organizational file official records news papers magazines management books preserved information in the companyrsquos database and website of the company
2 PRIMARY DATA All the people from different profession were personally visited and interviewed They were the main source of Primary data The method of collection of primary data was direct personal interview through a structured questionnaire
43 SAMPLING PLAN Since it is not possible to study whole universe it becomes necessary to take sample from the universe to know about its characteristics
bull Sampling Units Different professionals Chartered Accountants Tax Consultants Lawyers Business Man Professionals and House Wives of Gorakhpur
bull Sample Technique Random Sampling
bull Research Instrument Structured Questionnaire bull Contact Method Personal Interview
44 SAMPLE SIZE My sample size for this project was 50 respondents Since it was not possible to cover the whole universe in the available time period it was necessary for me to take a sample size of 50 respondents
45 DATA COLLECTION INSTRUMENT DEVELOPMENT The mode of collection of data will be based on Survey Method and Field Activity Primary data collection will base on personal interview I have prepared the questionnaire according to the necessity of the data to be collected
46 RESEARCH LIMITATIONS
It was not possible to understand thoroughly about the different marketing aspects of the Financial Consultant within 60 days As stipend money was not given it was difficult to continue the project work All the work was limited in some limited areas of Gorakhpur so the findings should not be generalized The area of research was Gorakhpur and it was too vast an area to cover within 60 days
CHAPTER 5-DATA ANALYSIS INTERPRETATION AND PRESENTATION
Q1Your AgeAns
1 18-23 Years 10 Person 2 24-29 Years 20 Person 3 30-35 Years 10 Person4 35 Years and above 10 Person
Base 50 respondents Interpretation From above response it can be seen that
bull 20 respondentrsquos age are 18 to 23 years bull 35 respondentrsquos age are 24 to 29 years bull 30 respondentrsquos age are 30 to 35 yearsbull 15 respondentrsquos age are 35 to above years
Q2 Marital Status bull Married bull Single
No of Children __________Ans
bull Married 32 Personbull Single 18 Personbull No of Children Nil
Interpretation From above response it can be seen that bull 70 respondents are marriedbull 30 respondents are unmarried
Q3 Educational Qualificationbull Undergraduate bull Graduate bull Postgraduate
9Ansbull Undergraduate 10 Person bull Graduate 22 Person bull Postgraduate 18 Person
Interpretation From above response it can be seen thatbull 25 respondents are Under graduatebull 40 respondents are Graduatebull 35 respondents are Post graduate
Q4 Number Of yearrsquos Are You in Gorakhpur bull Less than five yearrsquos bull More than five yearrsquos
Ansbull Less than five yearrsquos 17 Personbull More than five yearrsquos 33 Person
Interpretation From above response it can be seen thatbull 39 respondents are in Gorakhpur for less than five yearsbull 61 respondents are in Gorakhpur for more than five years
Q5 Your Occupation bull Businessbull Profession bull Service
Ansbull Business 13 Personbull Profession 17 Personbull Service 20 Person
Interpretation From above response it can be seen thatbull 20 respondents Occupation is Businessbull 26 respondents Occupation is Profession bull 54 respondents Occupation is Service
Q6 Your annual household income bull Less than 2 lacs bull Between 2 to 5 lacsbull Between 5to 8 lacsbull More than 8 lacs
Ansbull Less than 2 lacs 32 Personbull Between 2 to 5 lacs 13 Personbull Between 5to 8 lacs 3 Personbull More than 8 lacs 2 Person
Interpretation From above response it can be seen thatbull 49 respondentrsquos annual household income is less than 2 lacsbull 31 respondentrsquos annual household income is between 2 to 5 lacs bull 15 respondentrsquos annual household income is between 5 to 8 lacs bull 5 respondentrsquos annual household income is more than 8 lacs
Q7 What is your perception about different productsservices provided by HDFC bank bull Lucrative bull Not lucrative bull No idea
Ansbull Lucrative 12 Personbull Not lucrative 33 Personbull No idea 5 Person
Interpretation From above response it can be seen thatbull 25 respondentrsquos perception about different products is lucrativebull 60 respondentrsquos perception about different
products is not lucrativebull 15 respondentrsquos have no idea
Q8 Do you want to open an account with HDFC bank bull Yesbull No bull Will tell later
Ansbull Yes 8 Personbull No 5 Personbull Will tell later 37 Person
Interpretation From above response it can be seen thatbull 80 respondents are not interested to open an account with the bankbull 5 respondents are interested to open an account with the bankbull 15 of the respondents say that they will tell later
Q9 Do you have all the documents which are required to open an accountbull Yesbull No
Ansbull Yes 15 Personbull No 35 Person
Interpretation From above response it can be seen thatbull 60 respondents have all the documents which are required to open an account with the
bankbull 25 respondents do not have all the documents which are required to open an account
with the bank
Q10 Are you aware that the bank provides you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull Yes bull No
Ans bull Yes 32 Personbull No 18 Person
Interpretation From above response it can be seen thatbull 20 respondents are aware of itbull 40 respondents are not aware of it
Q11Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
Ans bull Yes 15 Personbull No 35 Person
Interpretation From above response it can be seen thatbull 12 respondents are familiar with different terms and conditions which are very much
essential to maintain account with the bank bull 88 respondents have no idea about it
Q13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
Ans bull Yes 38 Personbull No 12 Person
Interpretation From above response it can be seen that
bull 41 respondents are known about HDFC Bankrsquos recruitment policies related to personal banker
bull 59 respondents are not known about HDFC Bankrsquos recruitment policies related to personal banker
CHAPTER 6- CONCLUSIONS AND SUGGESTIONS
61 CONCLUSIONS
HDFC Bank the banking arm of HDFC is expected to go on stream The bank already has good number of employees on board and is recruiting personal banker heavily to take the headcount to many more It is on the brim of increasing its customers through its attractive schemes and offer
The project opportunities provided was market segmentation and identifying prospective customers in potential geographical location and convincing them to attract more customers so that new business opportunities of the bank can be explored Through this project it could be concluded that people are not much aware about the various products of the bank and many of them not interested to open an account to invest money at all services was considered as unsought good which require hard core selling but in changing trend in income and people becoming financially literate the demand for banking sector is increasing day by day
So at last the conclusion is that there is tough competition ahead for the company from its major competitors in the banking sector Last but not the least I would like to thank HDFC Bank for giving me an opportunity to work in the field of Marketing and Operation I hope the company finds my analysis relevant
62 SUGGESTIONS
Finally some recommendations for the company are as fallows-
bull To make people aware about the benefit of becoming a customer of HDFC Bank following activities of advertisement should be done through
1 Print Media 2 Hoarding amp Banners3 Stalls in Trade Fares 4 Distribution of leaflets containing details information
Other facilities must be provide to the customerbull The bank should provide life time valid ATM card to all its customers
bull Minimum balance for savings account should be reduced from Rs 10000 to Rs 1000 so that people who are not financially strong enough can maintain their account properly
bull The company should provide a pass book to all its customersbull Make people understand about the various benefits of its productsbull Company should organize the program in the society so that people will be aware about
the company and different products of the bankbull Company should open more branches in different cities
CHAPTER 7- LIMITATIONS
Every work has its own limitation Limitations are extent to which the process should not exceed Limitations of this project are
bull The project was constrained by time limit of two monthsbull Mindset of people may very depending upon their age gender income etc bull Getting appointment from the concern person was very difficultbull People mind set about the survey was obstacles in acquiring complete Respondents were
very busy in their schedule So it was very time consuming for information amp positive interaction them to answer all the questions properly
ANNEXURES
1 QUESTIONNAIRE
DearSirMadamName helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Address helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Contact No reghelliphelliphelliphelliphelliphellip( O)helliphelliphelliphelliphelliphellip (M)helliphelliphelliphelliphelliphelliphelliphelliphellip City helliphelliphellipPin helliphelliphelliphelliphelliphelliphellipState helliphelliphelliphelliphelliphelliphelliphelliphellipI am a student of Mangalmay Institute of Management Studies presently doing a project onldquoIN WHICH AREA MORE FOCUS MARKETING OR OPERATIONrdquoI request you to kindly fill the questionnaire below and I assure you that the data generated shall be kept confidential1 Your Age ____________________ 2 Education Qualification
1 Undergraduate 2 Graduate 3 Postgraduate
3 Marital Status bull Married bull Single No of Children __________
4 Number Of yearrsquos Are You in Gorakhpur bull Less than five yearrsquos bull More than five yearrsquos
5 Occupationbull Businessbull Profession bull Service
(Please mention below the type of businessprofession you are in incase of service please mention your organization name and designation)
6Your annual household income bull ltthan 2 lack bull Between 2 to 5 lack bull Between 5 to 8 lack bull gtthan 8 lack
7 What is your perception about different products and services offered by HDFC Bank
bull Lucrative bull Not lucrative bull No idea
9 Do you want to open an savings account with HDFC Bankbull Lucrative bull Not lucrative bull No idea
10 Do you have all the documents which are required to open an accountbull Yes bull No
11 Are you aware of that HDFC Bank provide you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull yes bull No
12 Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
DatePlace Signature
Thank You
BIBLIOGRAPHY
1 BOOKS
Marketing Management (10th Edition) Marketing Management (3rd Edition) Research Methodology (2nd Edition) Research Methodology(3rd Edition)
AUTHORS Philip Kotler VS Ramaswamy CRKothary SP Kasande
2 NEWS PAPERS bull Times of India bull Financial Express
3 WEBSITESwwwhdfcbankcom wwwgooglecom
INTEGRITY CUSTOMER CENTRIC PEOPLE CARE ldquoONE FOR ALL AND ALL FOR ONErdquo TEAM WORK JOY AND SIMPLICITY
CHAPTER 3- RESEARCH OBJECTIVES AND SCOPE OF RESEARCH PROJECT
31 PROBLEM DEFINATION
Personal Banker were with good background human being and through rigorous process of recruitment but still not able to perform up to the expectation level of company HR is not able to sort out the problem why the performance is not coming even after giving the full marketing and operational support The communication technique and dealing with the customers is also a problem to the personal banker
32 OBJECTIVES OF RESEARCH PROJECT
321 PRIMARY OBJECTIVES
bull To acquire new customer by convincing them and to promote the benefits of those which are provided by the bank
bull To find the different way of convincing customersbull To study brand image of the bankbull To increase the business of the bank
322 SECONDARY OBJECTIVES
bull To determine the need and purpose of a personal bankerbull To understand the deciding criteria for people to become a personal bankerbull To offer suggestions based upon the findings
33 PRODUCT SCOPE
Studying the increasing business scope of the bank Market segmentation to find the potential customers for the bank To study how the various products are positioned in the market Corporate marketing of products Customersrsquo perception on the various products of the bank
CHAPTER 4- RESEARCH METHODOLOGY AND LIMITATIONS
All the findings and conclusions obtained are based on the survey done in the working area within the time limit I tried to select the sample representative of the whole group during my summer training I have collected data from people linked with different professional at Gorakhpur
41 RESEARCH PLAN
411 PRELIMINARY INVESTIGATION
bull In which data on the situation surrounding the problems shall be gathered to arrive atbull The correct definition of the problem An understanding of its environment
412 EXPLORATORY STUDY
To determine the approximate area where the problem lies
42 RESEARCH DESIGN
Research was initiated by examining the secondary data to gain insight into the problem By analyzing the secondary data the study aim is to explore the short comings of the present system and primary data will help to validate the analysis of secondary data besides on unrevealing the areas which calls for improvement
421 DEVELOPING THE RESEARCH PLAN
The data for this research project has been collected through self Administration Due to time limitation and other constraints direct personal interview method is used A structured questionnaire was framed as it is less time consuming generates specific and to the point
information easier to tabulate and interpret Moreover respondents prefer to give direct answers In questionnaires open ended and closed ended both the types of questions has been used
422 COLLECTION OF DATA
1 SECONDARY DATA It was collected from internal sources The secondary data was collected on the basis of organizational file official records news papers magazines management books preserved information in the companyrsquos database and website of the company
2 PRIMARY DATA All the people from different profession were personally visited and interviewed They were the main source of Primary data The method of collection of primary data was direct personal interview through a structured questionnaire
43 SAMPLING PLAN Since it is not possible to study whole universe it becomes necessary to take sample from the universe to know about its characteristics
bull Sampling Units Different professionals Chartered Accountants Tax Consultants Lawyers Business Man Professionals and House Wives of Gorakhpur
bull Sample Technique Random Sampling
bull Research Instrument Structured Questionnaire bull Contact Method Personal Interview
44 SAMPLE SIZE My sample size for this project was 50 respondents Since it was not possible to cover the whole universe in the available time period it was necessary for me to take a sample size of 50 respondents
45 DATA COLLECTION INSTRUMENT DEVELOPMENT The mode of collection of data will be based on Survey Method and Field Activity Primary data collection will base on personal interview I have prepared the questionnaire according to the necessity of the data to be collected
46 RESEARCH LIMITATIONS
It was not possible to understand thoroughly about the different marketing aspects of the Financial Consultant within 60 days As stipend money was not given it was difficult to continue the project work All the work was limited in some limited areas of Gorakhpur so the findings should not be generalized The area of research was Gorakhpur and it was too vast an area to cover within 60 days
CHAPTER 5-DATA ANALYSIS INTERPRETATION AND PRESENTATION
Q1Your AgeAns
1 18-23 Years 10 Person 2 24-29 Years 20 Person 3 30-35 Years 10 Person4 35 Years and above 10 Person
Base 50 respondents Interpretation From above response it can be seen that
bull 20 respondentrsquos age are 18 to 23 years bull 35 respondentrsquos age are 24 to 29 years bull 30 respondentrsquos age are 30 to 35 yearsbull 15 respondentrsquos age are 35 to above years
Q2 Marital Status bull Married bull Single
No of Children __________Ans
bull Married 32 Personbull Single 18 Personbull No of Children Nil
Interpretation From above response it can be seen that bull 70 respondents are marriedbull 30 respondents are unmarried
Q3 Educational Qualificationbull Undergraduate bull Graduate bull Postgraduate
9Ansbull Undergraduate 10 Person bull Graduate 22 Person bull Postgraduate 18 Person
Interpretation From above response it can be seen thatbull 25 respondents are Under graduatebull 40 respondents are Graduatebull 35 respondents are Post graduate
Q4 Number Of yearrsquos Are You in Gorakhpur bull Less than five yearrsquos bull More than five yearrsquos
Ansbull Less than five yearrsquos 17 Personbull More than five yearrsquos 33 Person
Interpretation From above response it can be seen thatbull 39 respondents are in Gorakhpur for less than five yearsbull 61 respondents are in Gorakhpur for more than five years
Q5 Your Occupation bull Businessbull Profession bull Service
Ansbull Business 13 Personbull Profession 17 Personbull Service 20 Person
Interpretation From above response it can be seen thatbull 20 respondents Occupation is Businessbull 26 respondents Occupation is Profession bull 54 respondents Occupation is Service
Q6 Your annual household income bull Less than 2 lacs bull Between 2 to 5 lacsbull Between 5to 8 lacsbull More than 8 lacs
Ansbull Less than 2 lacs 32 Personbull Between 2 to 5 lacs 13 Personbull Between 5to 8 lacs 3 Personbull More than 8 lacs 2 Person
Interpretation From above response it can be seen thatbull 49 respondentrsquos annual household income is less than 2 lacsbull 31 respondentrsquos annual household income is between 2 to 5 lacs bull 15 respondentrsquos annual household income is between 5 to 8 lacs bull 5 respondentrsquos annual household income is more than 8 lacs
Q7 What is your perception about different productsservices provided by HDFC bank bull Lucrative bull Not lucrative bull No idea
Ansbull Lucrative 12 Personbull Not lucrative 33 Personbull No idea 5 Person
Interpretation From above response it can be seen thatbull 25 respondentrsquos perception about different products is lucrativebull 60 respondentrsquos perception about different
products is not lucrativebull 15 respondentrsquos have no idea
Q8 Do you want to open an account with HDFC bank bull Yesbull No bull Will tell later
Ansbull Yes 8 Personbull No 5 Personbull Will tell later 37 Person
Interpretation From above response it can be seen thatbull 80 respondents are not interested to open an account with the bankbull 5 respondents are interested to open an account with the bankbull 15 of the respondents say that they will tell later
Q9 Do you have all the documents which are required to open an accountbull Yesbull No
Ansbull Yes 15 Personbull No 35 Person
Interpretation From above response it can be seen thatbull 60 respondents have all the documents which are required to open an account with the
bankbull 25 respondents do not have all the documents which are required to open an account
with the bank
Q10 Are you aware that the bank provides you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull Yes bull No
Ans bull Yes 32 Personbull No 18 Person
Interpretation From above response it can be seen thatbull 20 respondents are aware of itbull 40 respondents are not aware of it
Q11Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
Ans bull Yes 15 Personbull No 35 Person
Interpretation From above response it can be seen thatbull 12 respondents are familiar with different terms and conditions which are very much
essential to maintain account with the bank bull 88 respondents have no idea about it
Q13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
Ans bull Yes 38 Personbull No 12 Person
Interpretation From above response it can be seen that
bull 41 respondents are known about HDFC Bankrsquos recruitment policies related to personal banker
bull 59 respondents are not known about HDFC Bankrsquos recruitment policies related to personal banker
CHAPTER 6- CONCLUSIONS AND SUGGESTIONS
61 CONCLUSIONS
HDFC Bank the banking arm of HDFC is expected to go on stream The bank already has good number of employees on board and is recruiting personal banker heavily to take the headcount to many more It is on the brim of increasing its customers through its attractive schemes and offer
The project opportunities provided was market segmentation and identifying prospective customers in potential geographical location and convincing them to attract more customers so that new business opportunities of the bank can be explored Through this project it could be concluded that people are not much aware about the various products of the bank and many of them not interested to open an account to invest money at all services was considered as unsought good which require hard core selling but in changing trend in income and people becoming financially literate the demand for banking sector is increasing day by day
So at last the conclusion is that there is tough competition ahead for the company from its major competitors in the banking sector Last but not the least I would like to thank HDFC Bank for giving me an opportunity to work in the field of Marketing and Operation I hope the company finds my analysis relevant
62 SUGGESTIONS
Finally some recommendations for the company are as fallows-
bull To make people aware about the benefit of becoming a customer of HDFC Bank following activities of advertisement should be done through
1 Print Media 2 Hoarding amp Banners3 Stalls in Trade Fares 4 Distribution of leaflets containing details information
Other facilities must be provide to the customerbull The bank should provide life time valid ATM card to all its customers
bull Minimum balance for savings account should be reduced from Rs 10000 to Rs 1000 so that people who are not financially strong enough can maintain their account properly
bull The company should provide a pass book to all its customersbull Make people understand about the various benefits of its productsbull Company should organize the program in the society so that people will be aware about
the company and different products of the bankbull Company should open more branches in different cities
CHAPTER 7- LIMITATIONS
Every work has its own limitation Limitations are extent to which the process should not exceed Limitations of this project are
bull The project was constrained by time limit of two monthsbull Mindset of people may very depending upon their age gender income etc bull Getting appointment from the concern person was very difficultbull People mind set about the survey was obstacles in acquiring complete Respondents were
very busy in their schedule So it was very time consuming for information amp positive interaction them to answer all the questions properly
ANNEXURES
1 QUESTIONNAIRE
DearSirMadamName helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Address helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Contact No reghelliphelliphelliphelliphelliphellip( O)helliphelliphelliphelliphelliphellip (M)helliphelliphelliphelliphelliphelliphelliphelliphellip City helliphelliphellipPin helliphelliphelliphelliphelliphelliphellipState helliphelliphelliphelliphelliphelliphelliphelliphellipI am a student of Mangalmay Institute of Management Studies presently doing a project onldquoIN WHICH AREA MORE FOCUS MARKETING OR OPERATIONrdquoI request you to kindly fill the questionnaire below and I assure you that the data generated shall be kept confidential1 Your Age ____________________ 2 Education Qualification
1 Undergraduate 2 Graduate 3 Postgraduate
3 Marital Status bull Married bull Single No of Children __________
4 Number Of yearrsquos Are You in Gorakhpur bull Less than five yearrsquos bull More than five yearrsquos
5 Occupationbull Businessbull Profession bull Service
(Please mention below the type of businessprofession you are in incase of service please mention your organization name and designation)
6Your annual household income bull ltthan 2 lack bull Between 2 to 5 lack bull Between 5 to 8 lack bull gtthan 8 lack
7 What is your perception about different products and services offered by HDFC Bank
bull Lucrative bull Not lucrative bull No idea
9 Do you want to open an savings account with HDFC Bankbull Lucrative bull Not lucrative bull No idea
10 Do you have all the documents which are required to open an accountbull Yes bull No
11 Are you aware of that HDFC Bank provide you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull yes bull No
12 Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
DatePlace Signature
Thank You
BIBLIOGRAPHY
1 BOOKS
Marketing Management (10th Edition) Marketing Management (3rd Edition) Research Methodology (2nd Edition) Research Methodology(3rd Edition)
AUTHORS Philip Kotler VS Ramaswamy CRKothary SP Kasande
2 NEWS PAPERS bull Times of India bull Financial Express
3 WEBSITESwwwhdfcbankcom wwwgooglecom
411 PRELIMINARY INVESTIGATION
bull In which data on the situation surrounding the problems shall be gathered to arrive atbull The correct definition of the problem An understanding of its environment
412 EXPLORATORY STUDY
To determine the approximate area where the problem lies
42 RESEARCH DESIGN
Research was initiated by examining the secondary data to gain insight into the problem By analyzing the secondary data the study aim is to explore the short comings of the present system and primary data will help to validate the analysis of secondary data besides on unrevealing the areas which calls for improvement
421 DEVELOPING THE RESEARCH PLAN
The data for this research project has been collected through self Administration Due to time limitation and other constraints direct personal interview method is used A structured questionnaire was framed as it is less time consuming generates specific and to the point
information easier to tabulate and interpret Moreover respondents prefer to give direct answers In questionnaires open ended and closed ended both the types of questions has been used
422 COLLECTION OF DATA
1 SECONDARY DATA It was collected from internal sources The secondary data was collected on the basis of organizational file official records news papers magazines management books preserved information in the companyrsquos database and website of the company
2 PRIMARY DATA All the people from different profession were personally visited and interviewed They were the main source of Primary data The method of collection of primary data was direct personal interview through a structured questionnaire
43 SAMPLING PLAN Since it is not possible to study whole universe it becomes necessary to take sample from the universe to know about its characteristics
bull Sampling Units Different professionals Chartered Accountants Tax Consultants Lawyers Business Man Professionals and House Wives of Gorakhpur
bull Sample Technique Random Sampling
bull Research Instrument Structured Questionnaire bull Contact Method Personal Interview
44 SAMPLE SIZE My sample size for this project was 50 respondents Since it was not possible to cover the whole universe in the available time period it was necessary for me to take a sample size of 50 respondents
45 DATA COLLECTION INSTRUMENT DEVELOPMENT The mode of collection of data will be based on Survey Method and Field Activity Primary data collection will base on personal interview I have prepared the questionnaire according to the necessity of the data to be collected
46 RESEARCH LIMITATIONS
It was not possible to understand thoroughly about the different marketing aspects of the Financial Consultant within 60 days As stipend money was not given it was difficult to continue the project work All the work was limited in some limited areas of Gorakhpur so the findings should not be generalized The area of research was Gorakhpur and it was too vast an area to cover within 60 days
CHAPTER 5-DATA ANALYSIS INTERPRETATION AND PRESENTATION
Q1Your AgeAns
1 18-23 Years 10 Person 2 24-29 Years 20 Person 3 30-35 Years 10 Person4 35 Years and above 10 Person
Base 50 respondents Interpretation From above response it can be seen that
bull 20 respondentrsquos age are 18 to 23 years bull 35 respondentrsquos age are 24 to 29 years bull 30 respondentrsquos age are 30 to 35 yearsbull 15 respondentrsquos age are 35 to above years
Q2 Marital Status bull Married bull Single
No of Children __________Ans
bull Married 32 Personbull Single 18 Personbull No of Children Nil
Interpretation From above response it can be seen that bull 70 respondents are marriedbull 30 respondents are unmarried
Q3 Educational Qualificationbull Undergraduate bull Graduate bull Postgraduate
9Ansbull Undergraduate 10 Person bull Graduate 22 Person bull Postgraduate 18 Person
Interpretation From above response it can be seen thatbull 25 respondents are Under graduatebull 40 respondents are Graduatebull 35 respondents are Post graduate
Q4 Number Of yearrsquos Are You in Gorakhpur bull Less than five yearrsquos bull More than five yearrsquos
Ansbull Less than five yearrsquos 17 Personbull More than five yearrsquos 33 Person
Interpretation From above response it can be seen thatbull 39 respondents are in Gorakhpur for less than five yearsbull 61 respondents are in Gorakhpur for more than five years
Q5 Your Occupation bull Businessbull Profession bull Service
Ansbull Business 13 Personbull Profession 17 Personbull Service 20 Person
Interpretation From above response it can be seen thatbull 20 respondents Occupation is Businessbull 26 respondents Occupation is Profession bull 54 respondents Occupation is Service
Q6 Your annual household income bull Less than 2 lacs bull Between 2 to 5 lacsbull Between 5to 8 lacsbull More than 8 lacs
Ansbull Less than 2 lacs 32 Personbull Between 2 to 5 lacs 13 Personbull Between 5to 8 lacs 3 Personbull More than 8 lacs 2 Person
Interpretation From above response it can be seen thatbull 49 respondentrsquos annual household income is less than 2 lacsbull 31 respondentrsquos annual household income is between 2 to 5 lacs bull 15 respondentrsquos annual household income is between 5 to 8 lacs bull 5 respondentrsquos annual household income is more than 8 lacs
Q7 What is your perception about different productsservices provided by HDFC bank bull Lucrative bull Not lucrative bull No idea
Ansbull Lucrative 12 Personbull Not lucrative 33 Personbull No idea 5 Person
Interpretation From above response it can be seen thatbull 25 respondentrsquos perception about different products is lucrativebull 60 respondentrsquos perception about different
products is not lucrativebull 15 respondentrsquos have no idea
Q8 Do you want to open an account with HDFC bank bull Yesbull No bull Will tell later
Ansbull Yes 8 Personbull No 5 Personbull Will tell later 37 Person
Interpretation From above response it can be seen thatbull 80 respondents are not interested to open an account with the bankbull 5 respondents are interested to open an account with the bankbull 15 of the respondents say that they will tell later
Q9 Do you have all the documents which are required to open an accountbull Yesbull No
Ansbull Yes 15 Personbull No 35 Person
Interpretation From above response it can be seen thatbull 60 respondents have all the documents which are required to open an account with the
bankbull 25 respondents do not have all the documents which are required to open an account
with the bank
Q10 Are you aware that the bank provides you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull Yes bull No
Ans bull Yes 32 Personbull No 18 Person
Interpretation From above response it can be seen thatbull 20 respondents are aware of itbull 40 respondents are not aware of it
Q11Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
Ans bull Yes 15 Personbull No 35 Person
Interpretation From above response it can be seen thatbull 12 respondents are familiar with different terms and conditions which are very much
essential to maintain account with the bank bull 88 respondents have no idea about it
Q13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
Ans bull Yes 38 Personbull No 12 Person
Interpretation From above response it can be seen that
bull 41 respondents are known about HDFC Bankrsquos recruitment policies related to personal banker
bull 59 respondents are not known about HDFC Bankrsquos recruitment policies related to personal banker
CHAPTER 6- CONCLUSIONS AND SUGGESTIONS
61 CONCLUSIONS
HDFC Bank the banking arm of HDFC is expected to go on stream The bank already has good number of employees on board and is recruiting personal banker heavily to take the headcount to many more It is on the brim of increasing its customers through its attractive schemes and offer
The project opportunities provided was market segmentation and identifying prospective customers in potential geographical location and convincing them to attract more customers so that new business opportunities of the bank can be explored Through this project it could be concluded that people are not much aware about the various products of the bank and many of them not interested to open an account to invest money at all services was considered as unsought good which require hard core selling but in changing trend in income and people becoming financially literate the demand for banking sector is increasing day by day
So at last the conclusion is that there is tough competition ahead for the company from its major competitors in the banking sector Last but not the least I would like to thank HDFC Bank for giving me an opportunity to work in the field of Marketing and Operation I hope the company finds my analysis relevant
62 SUGGESTIONS
Finally some recommendations for the company are as fallows-
bull To make people aware about the benefit of becoming a customer of HDFC Bank following activities of advertisement should be done through
1 Print Media 2 Hoarding amp Banners3 Stalls in Trade Fares 4 Distribution of leaflets containing details information
Other facilities must be provide to the customerbull The bank should provide life time valid ATM card to all its customers
bull Minimum balance for savings account should be reduced from Rs 10000 to Rs 1000 so that people who are not financially strong enough can maintain their account properly
bull The company should provide a pass book to all its customersbull Make people understand about the various benefits of its productsbull Company should organize the program in the society so that people will be aware about
the company and different products of the bankbull Company should open more branches in different cities
CHAPTER 7- LIMITATIONS
Every work has its own limitation Limitations are extent to which the process should not exceed Limitations of this project are
bull The project was constrained by time limit of two monthsbull Mindset of people may very depending upon their age gender income etc bull Getting appointment from the concern person was very difficultbull People mind set about the survey was obstacles in acquiring complete Respondents were
very busy in their schedule So it was very time consuming for information amp positive interaction them to answer all the questions properly
ANNEXURES
1 QUESTIONNAIRE
DearSirMadamName helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Address helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Contact No reghelliphelliphelliphelliphelliphellip( O)helliphelliphelliphelliphelliphellip (M)helliphelliphelliphelliphelliphelliphelliphelliphellip City helliphelliphellipPin helliphelliphelliphelliphelliphelliphellipState helliphelliphelliphelliphelliphelliphelliphelliphellipI am a student of Mangalmay Institute of Management Studies presently doing a project onldquoIN WHICH AREA MORE FOCUS MARKETING OR OPERATIONrdquoI request you to kindly fill the questionnaire below and I assure you that the data generated shall be kept confidential1 Your Age ____________________ 2 Education Qualification
1 Undergraduate 2 Graduate 3 Postgraduate
3 Marital Status bull Married bull Single No of Children __________
4 Number Of yearrsquos Are You in Gorakhpur bull Less than five yearrsquos bull More than five yearrsquos
5 Occupationbull Businessbull Profession bull Service
(Please mention below the type of businessprofession you are in incase of service please mention your organization name and designation)
6Your annual household income bull ltthan 2 lack bull Between 2 to 5 lack bull Between 5 to 8 lack bull gtthan 8 lack
7 What is your perception about different products and services offered by HDFC Bank
bull Lucrative bull Not lucrative bull No idea
9 Do you want to open an savings account with HDFC Bankbull Lucrative bull Not lucrative bull No idea
10 Do you have all the documents which are required to open an accountbull Yes bull No
11 Are you aware of that HDFC Bank provide you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull yes bull No
12 Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
DatePlace Signature
Thank You
BIBLIOGRAPHY
1 BOOKS
Marketing Management (10th Edition) Marketing Management (3rd Edition) Research Methodology (2nd Edition) Research Methodology(3rd Edition)
AUTHORS Philip Kotler VS Ramaswamy CRKothary SP Kasande
2 NEWS PAPERS bull Times of India bull Financial Express
3 WEBSITESwwwhdfcbankcom wwwgooglecom
bull Research Instrument Structured Questionnaire bull Contact Method Personal Interview
44 SAMPLE SIZE My sample size for this project was 50 respondents Since it was not possible to cover the whole universe in the available time period it was necessary for me to take a sample size of 50 respondents
45 DATA COLLECTION INSTRUMENT DEVELOPMENT The mode of collection of data will be based on Survey Method and Field Activity Primary data collection will base on personal interview I have prepared the questionnaire according to the necessity of the data to be collected
46 RESEARCH LIMITATIONS
It was not possible to understand thoroughly about the different marketing aspects of the Financial Consultant within 60 days As stipend money was not given it was difficult to continue the project work All the work was limited in some limited areas of Gorakhpur so the findings should not be generalized The area of research was Gorakhpur and it was too vast an area to cover within 60 days
CHAPTER 5-DATA ANALYSIS INTERPRETATION AND PRESENTATION
Q1Your AgeAns
1 18-23 Years 10 Person 2 24-29 Years 20 Person 3 30-35 Years 10 Person4 35 Years and above 10 Person
Base 50 respondents Interpretation From above response it can be seen that
bull 20 respondentrsquos age are 18 to 23 years bull 35 respondentrsquos age are 24 to 29 years bull 30 respondentrsquos age are 30 to 35 yearsbull 15 respondentrsquos age are 35 to above years
Q2 Marital Status bull Married bull Single
No of Children __________Ans
bull Married 32 Personbull Single 18 Personbull No of Children Nil
Interpretation From above response it can be seen that bull 70 respondents are marriedbull 30 respondents are unmarried
Q3 Educational Qualificationbull Undergraduate bull Graduate bull Postgraduate
9Ansbull Undergraduate 10 Person bull Graduate 22 Person bull Postgraduate 18 Person
Interpretation From above response it can be seen thatbull 25 respondents are Under graduatebull 40 respondents are Graduatebull 35 respondents are Post graduate
Q4 Number Of yearrsquos Are You in Gorakhpur bull Less than five yearrsquos bull More than five yearrsquos
Ansbull Less than five yearrsquos 17 Personbull More than five yearrsquos 33 Person
Interpretation From above response it can be seen thatbull 39 respondents are in Gorakhpur for less than five yearsbull 61 respondents are in Gorakhpur for more than five years
Q5 Your Occupation bull Businessbull Profession bull Service
Ansbull Business 13 Personbull Profession 17 Personbull Service 20 Person
Interpretation From above response it can be seen thatbull 20 respondents Occupation is Businessbull 26 respondents Occupation is Profession bull 54 respondents Occupation is Service
Q6 Your annual household income bull Less than 2 lacs bull Between 2 to 5 lacsbull Between 5to 8 lacsbull More than 8 lacs
Ansbull Less than 2 lacs 32 Personbull Between 2 to 5 lacs 13 Personbull Between 5to 8 lacs 3 Personbull More than 8 lacs 2 Person
Interpretation From above response it can be seen thatbull 49 respondentrsquos annual household income is less than 2 lacsbull 31 respondentrsquos annual household income is between 2 to 5 lacs bull 15 respondentrsquos annual household income is between 5 to 8 lacs bull 5 respondentrsquos annual household income is more than 8 lacs
Q7 What is your perception about different productsservices provided by HDFC bank bull Lucrative bull Not lucrative bull No idea
Ansbull Lucrative 12 Personbull Not lucrative 33 Personbull No idea 5 Person
Interpretation From above response it can be seen thatbull 25 respondentrsquos perception about different products is lucrativebull 60 respondentrsquos perception about different
products is not lucrativebull 15 respondentrsquos have no idea
Q8 Do you want to open an account with HDFC bank bull Yesbull No bull Will tell later
Ansbull Yes 8 Personbull No 5 Personbull Will tell later 37 Person
Interpretation From above response it can be seen thatbull 80 respondents are not interested to open an account with the bankbull 5 respondents are interested to open an account with the bankbull 15 of the respondents say that they will tell later
Q9 Do you have all the documents which are required to open an accountbull Yesbull No
Ansbull Yes 15 Personbull No 35 Person
Interpretation From above response it can be seen thatbull 60 respondents have all the documents which are required to open an account with the
bankbull 25 respondents do not have all the documents which are required to open an account
with the bank
Q10 Are you aware that the bank provides you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull Yes bull No
Ans bull Yes 32 Personbull No 18 Person
Interpretation From above response it can be seen thatbull 20 respondents are aware of itbull 40 respondents are not aware of it
Q11Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
Ans bull Yes 15 Personbull No 35 Person
Interpretation From above response it can be seen thatbull 12 respondents are familiar with different terms and conditions which are very much
essential to maintain account with the bank bull 88 respondents have no idea about it
Q13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
Ans bull Yes 38 Personbull No 12 Person
Interpretation From above response it can be seen that
bull 41 respondents are known about HDFC Bankrsquos recruitment policies related to personal banker
bull 59 respondents are not known about HDFC Bankrsquos recruitment policies related to personal banker
CHAPTER 6- CONCLUSIONS AND SUGGESTIONS
61 CONCLUSIONS
HDFC Bank the banking arm of HDFC is expected to go on stream The bank already has good number of employees on board and is recruiting personal banker heavily to take the headcount to many more It is on the brim of increasing its customers through its attractive schemes and offer
The project opportunities provided was market segmentation and identifying prospective customers in potential geographical location and convincing them to attract more customers so that new business opportunities of the bank can be explored Through this project it could be concluded that people are not much aware about the various products of the bank and many of them not interested to open an account to invest money at all services was considered as unsought good which require hard core selling but in changing trend in income and people becoming financially literate the demand for banking sector is increasing day by day
So at last the conclusion is that there is tough competition ahead for the company from its major competitors in the banking sector Last but not the least I would like to thank HDFC Bank for giving me an opportunity to work in the field of Marketing and Operation I hope the company finds my analysis relevant
62 SUGGESTIONS
Finally some recommendations for the company are as fallows-
bull To make people aware about the benefit of becoming a customer of HDFC Bank following activities of advertisement should be done through
1 Print Media 2 Hoarding amp Banners3 Stalls in Trade Fares 4 Distribution of leaflets containing details information
Other facilities must be provide to the customerbull The bank should provide life time valid ATM card to all its customers
bull Minimum balance for savings account should be reduced from Rs 10000 to Rs 1000 so that people who are not financially strong enough can maintain their account properly
bull The company should provide a pass book to all its customersbull Make people understand about the various benefits of its productsbull Company should organize the program in the society so that people will be aware about
the company and different products of the bankbull Company should open more branches in different cities
CHAPTER 7- LIMITATIONS
Every work has its own limitation Limitations are extent to which the process should not exceed Limitations of this project are
bull The project was constrained by time limit of two monthsbull Mindset of people may very depending upon their age gender income etc bull Getting appointment from the concern person was very difficultbull People mind set about the survey was obstacles in acquiring complete Respondents were
very busy in their schedule So it was very time consuming for information amp positive interaction them to answer all the questions properly
ANNEXURES
1 QUESTIONNAIRE
DearSirMadamName helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Address helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Contact No reghelliphelliphelliphelliphelliphellip( O)helliphelliphelliphelliphelliphellip (M)helliphelliphelliphelliphelliphelliphelliphelliphellip City helliphelliphellipPin helliphelliphelliphelliphelliphelliphellipState helliphelliphelliphelliphelliphelliphelliphelliphellipI am a student of Mangalmay Institute of Management Studies presently doing a project onldquoIN WHICH AREA MORE FOCUS MARKETING OR OPERATIONrdquoI request you to kindly fill the questionnaire below and I assure you that the data generated shall be kept confidential1 Your Age ____________________ 2 Education Qualification
1 Undergraduate 2 Graduate 3 Postgraduate
3 Marital Status bull Married bull Single No of Children __________
4 Number Of yearrsquos Are You in Gorakhpur bull Less than five yearrsquos bull More than five yearrsquos
5 Occupationbull Businessbull Profession bull Service
(Please mention below the type of businessprofession you are in incase of service please mention your organization name and designation)
6Your annual household income bull ltthan 2 lack bull Between 2 to 5 lack bull Between 5 to 8 lack bull gtthan 8 lack
7 What is your perception about different products and services offered by HDFC Bank
bull Lucrative bull Not lucrative bull No idea
9 Do you want to open an savings account with HDFC Bankbull Lucrative bull Not lucrative bull No idea
10 Do you have all the documents which are required to open an accountbull Yes bull No
11 Are you aware of that HDFC Bank provide you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull yes bull No
12 Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
DatePlace Signature
Thank You
BIBLIOGRAPHY
1 BOOKS
Marketing Management (10th Edition) Marketing Management (3rd Edition) Research Methodology (2nd Edition) Research Methodology(3rd Edition)
AUTHORS Philip Kotler VS Ramaswamy CRKothary SP Kasande
2 NEWS PAPERS bull Times of India bull Financial Express
3 WEBSITESwwwhdfcbankcom wwwgooglecom
bull Married 32 Personbull Single 18 Personbull No of Children Nil
Interpretation From above response it can be seen that bull 70 respondents are marriedbull 30 respondents are unmarried
Q3 Educational Qualificationbull Undergraduate bull Graduate bull Postgraduate
9Ansbull Undergraduate 10 Person bull Graduate 22 Person bull Postgraduate 18 Person
Interpretation From above response it can be seen thatbull 25 respondents are Under graduatebull 40 respondents are Graduatebull 35 respondents are Post graduate
Q4 Number Of yearrsquos Are You in Gorakhpur bull Less than five yearrsquos bull More than five yearrsquos
Ansbull Less than five yearrsquos 17 Personbull More than five yearrsquos 33 Person
Interpretation From above response it can be seen thatbull 39 respondents are in Gorakhpur for less than five yearsbull 61 respondents are in Gorakhpur for more than five years
Q5 Your Occupation bull Businessbull Profession bull Service
Ansbull Business 13 Personbull Profession 17 Personbull Service 20 Person
Interpretation From above response it can be seen thatbull 20 respondents Occupation is Businessbull 26 respondents Occupation is Profession bull 54 respondents Occupation is Service
Q6 Your annual household income bull Less than 2 lacs bull Between 2 to 5 lacsbull Between 5to 8 lacsbull More than 8 lacs
Ansbull Less than 2 lacs 32 Personbull Between 2 to 5 lacs 13 Personbull Between 5to 8 lacs 3 Personbull More than 8 lacs 2 Person
Interpretation From above response it can be seen thatbull 49 respondentrsquos annual household income is less than 2 lacsbull 31 respondentrsquos annual household income is between 2 to 5 lacs bull 15 respondentrsquos annual household income is between 5 to 8 lacs bull 5 respondentrsquos annual household income is more than 8 lacs
Q7 What is your perception about different productsservices provided by HDFC bank bull Lucrative bull Not lucrative bull No idea
Ansbull Lucrative 12 Personbull Not lucrative 33 Personbull No idea 5 Person
Interpretation From above response it can be seen thatbull 25 respondentrsquos perception about different products is lucrativebull 60 respondentrsquos perception about different
products is not lucrativebull 15 respondentrsquos have no idea
Q8 Do you want to open an account with HDFC bank bull Yesbull No bull Will tell later
Ansbull Yes 8 Personbull No 5 Personbull Will tell later 37 Person
Interpretation From above response it can be seen thatbull 80 respondents are not interested to open an account with the bankbull 5 respondents are interested to open an account with the bankbull 15 of the respondents say that they will tell later
Q9 Do you have all the documents which are required to open an accountbull Yesbull No
Ansbull Yes 15 Personbull No 35 Person
Interpretation From above response it can be seen thatbull 60 respondents have all the documents which are required to open an account with the
bankbull 25 respondents do not have all the documents which are required to open an account
with the bank
Q10 Are you aware that the bank provides you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull Yes bull No
Ans bull Yes 32 Personbull No 18 Person
Interpretation From above response it can be seen thatbull 20 respondents are aware of itbull 40 respondents are not aware of it
Q11Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
Ans bull Yes 15 Personbull No 35 Person
Interpretation From above response it can be seen thatbull 12 respondents are familiar with different terms and conditions which are very much
essential to maintain account with the bank bull 88 respondents have no idea about it
Q13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
Ans bull Yes 38 Personbull No 12 Person
Interpretation From above response it can be seen that
bull 41 respondents are known about HDFC Bankrsquos recruitment policies related to personal banker
bull 59 respondents are not known about HDFC Bankrsquos recruitment policies related to personal banker
CHAPTER 6- CONCLUSIONS AND SUGGESTIONS
61 CONCLUSIONS
HDFC Bank the banking arm of HDFC is expected to go on stream The bank already has good number of employees on board and is recruiting personal banker heavily to take the headcount to many more It is on the brim of increasing its customers through its attractive schemes and offer
The project opportunities provided was market segmentation and identifying prospective customers in potential geographical location and convincing them to attract more customers so that new business opportunities of the bank can be explored Through this project it could be concluded that people are not much aware about the various products of the bank and many of them not interested to open an account to invest money at all services was considered as unsought good which require hard core selling but in changing trend in income and people becoming financially literate the demand for banking sector is increasing day by day
So at last the conclusion is that there is tough competition ahead for the company from its major competitors in the banking sector Last but not the least I would like to thank HDFC Bank for giving me an opportunity to work in the field of Marketing and Operation I hope the company finds my analysis relevant
62 SUGGESTIONS
Finally some recommendations for the company are as fallows-
bull To make people aware about the benefit of becoming a customer of HDFC Bank following activities of advertisement should be done through
1 Print Media 2 Hoarding amp Banners3 Stalls in Trade Fares 4 Distribution of leaflets containing details information
Other facilities must be provide to the customerbull The bank should provide life time valid ATM card to all its customers
bull Minimum balance for savings account should be reduced from Rs 10000 to Rs 1000 so that people who are not financially strong enough can maintain their account properly
bull The company should provide a pass book to all its customersbull Make people understand about the various benefits of its productsbull Company should organize the program in the society so that people will be aware about
the company and different products of the bankbull Company should open more branches in different cities
CHAPTER 7- LIMITATIONS
Every work has its own limitation Limitations are extent to which the process should not exceed Limitations of this project are
bull The project was constrained by time limit of two monthsbull Mindset of people may very depending upon their age gender income etc bull Getting appointment from the concern person was very difficultbull People mind set about the survey was obstacles in acquiring complete Respondents were
very busy in their schedule So it was very time consuming for information amp positive interaction them to answer all the questions properly
ANNEXURES
1 QUESTIONNAIRE
DearSirMadamName helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Address helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Contact No reghelliphelliphelliphelliphelliphellip( O)helliphelliphelliphelliphelliphellip (M)helliphelliphelliphelliphelliphelliphelliphelliphellip City helliphelliphellipPin helliphelliphelliphelliphelliphelliphellipState helliphelliphelliphelliphelliphelliphelliphelliphellipI am a student of Mangalmay Institute of Management Studies presently doing a project onldquoIN WHICH AREA MORE FOCUS MARKETING OR OPERATIONrdquoI request you to kindly fill the questionnaire below and I assure you that the data generated shall be kept confidential1 Your Age ____________________ 2 Education Qualification
1 Undergraduate 2 Graduate 3 Postgraduate
3 Marital Status bull Married bull Single No of Children __________
4 Number Of yearrsquos Are You in Gorakhpur bull Less than five yearrsquos bull More than five yearrsquos
5 Occupationbull Businessbull Profession bull Service
(Please mention below the type of businessprofession you are in incase of service please mention your organization name and designation)
6Your annual household income bull ltthan 2 lack bull Between 2 to 5 lack bull Between 5 to 8 lack bull gtthan 8 lack
7 What is your perception about different products and services offered by HDFC Bank
bull Lucrative bull Not lucrative bull No idea
9 Do you want to open an savings account with HDFC Bankbull Lucrative bull Not lucrative bull No idea
10 Do you have all the documents which are required to open an accountbull Yes bull No
11 Are you aware of that HDFC Bank provide you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull yes bull No
12 Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
DatePlace Signature
Thank You
BIBLIOGRAPHY
1 BOOKS
Marketing Management (10th Edition) Marketing Management (3rd Edition) Research Methodology (2nd Edition) Research Methodology(3rd Edition)
AUTHORS Philip Kotler VS Ramaswamy CRKothary SP Kasande
2 NEWS PAPERS bull Times of India bull Financial Express
3 WEBSITESwwwhdfcbankcom wwwgooglecom
Q6 Your annual household income bull Less than 2 lacs bull Between 2 to 5 lacsbull Between 5to 8 lacsbull More than 8 lacs
Ansbull Less than 2 lacs 32 Personbull Between 2 to 5 lacs 13 Personbull Between 5to 8 lacs 3 Personbull More than 8 lacs 2 Person
Interpretation From above response it can be seen thatbull 49 respondentrsquos annual household income is less than 2 lacsbull 31 respondentrsquos annual household income is between 2 to 5 lacs bull 15 respondentrsquos annual household income is between 5 to 8 lacs bull 5 respondentrsquos annual household income is more than 8 lacs
Q7 What is your perception about different productsservices provided by HDFC bank bull Lucrative bull Not lucrative bull No idea
Ansbull Lucrative 12 Personbull Not lucrative 33 Personbull No idea 5 Person
Interpretation From above response it can be seen thatbull 25 respondentrsquos perception about different products is lucrativebull 60 respondentrsquos perception about different
products is not lucrativebull 15 respondentrsquos have no idea
Q8 Do you want to open an account with HDFC bank bull Yesbull No bull Will tell later
Ansbull Yes 8 Personbull No 5 Personbull Will tell later 37 Person
Interpretation From above response it can be seen thatbull 80 respondents are not interested to open an account with the bankbull 5 respondents are interested to open an account with the bankbull 15 of the respondents say that they will tell later
Q9 Do you have all the documents which are required to open an accountbull Yesbull No
Ansbull Yes 15 Personbull No 35 Person
Interpretation From above response it can be seen thatbull 60 respondents have all the documents which are required to open an account with the
bankbull 25 respondents do not have all the documents which are required to open an account
with the bank
Q10 Are you aware that the bank provides you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull Yes bull No
Ans bull Yes 32 Personbull No 18 Person
Interpretation From above response it can be seen thatbull 20 respondents are aware of itbull 40 respondents are not aware of it
Q11Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
Ans bull Yes 15 Personbull No 35 Person
Interpretation From above response it can be seen thatbull 12 respondents are familiar with different terms and conditions which are very much
essential to maintain account with the bank bull 88 respondents have no idea about it
Q13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
Ans bull Yes 38 Personbull No 12 Person
Interpretation From above response it can be seen that
bull 41 respondents are known about HDFC Bankrsquos recruitment policies related to personal banker
bull 59 respondents are not known about HDFC Bankrsquos recruitment policies related to personal banker
CHAPTER 6- CONCLUSIONS AND SUGGESTIONS
61 CONCLUSIONS
HDFC Bank the banking arm of HDFC is expected to go on stream The bank already has good number of employees on board and is recruiting personal banker heavily to take the headcount to many more It is on the brim of increasing its customers through its attractive schemes and offer
The project opportunities provided was market segmentation and identifying prospective customers in potential geographical location and convincing them to attract more customers so that new business opportunities of the bank can be explored Through this project it could be concluded that people are not much aware about the various products of the bank and many of them not interested to open an account to invest money at all services was considered as unsought good which require hard core selling but in changing trend in income and people becoming financially literate the demand for banking sector is increasing day by day
So at last the conclusion is that there is tough competition ahead for the company from its major competitors in the banking sector Last but not the least I would like to thank HDFC Bank for giving me an opportunity to work in the field of Marketing and Operation I hope the company finds my analysis relevant
62 SUGGESTIONS
Finally some recommendations for the company are as fallows-
bull To make people aware about the benefit of becoming a customer of HDFC Bank following activities of advertisement should be done through
1 Print Media 2 Hoarding amp Banners3 Stalls in Trade Fares 4 Distribution of leaflets containing details information
Other facilities must be provide to the customerbull The bank should provide life time valid ATM card to all its customers
bull Minimum balance for savings account should be reduced from Rs 10000 to Rs 1000 so that people who are not financially strong enough can maintain their account properly
bull The company should provide a pass book to all its customersbull Make people understand about the various benefits of its productsbull Company should organize the program in the society so that people will be aware about
the company and different products of the bankbull Company should open more branches in different cities
CHAPTER 7- LIMITATIONS
Every work has its own limitation Limitations are extent to which the process should not exceed Limitations of this project are
bull The project was constrained by time limit of two monthsbull Mindset of people may very depending upon their age gender income etc bull Getting appointment from the concern person was very difficultbull People mind set about the survey was obstacles in acquiring complete Respondents were
very busy in their schedule So it was very time consuming for information amp positive interaction them to answer all the questions properly
ANNEXURES
1 QUESTIONNAIRE
DearSirMadamName helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Address helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Contact No reghelliphelliphelliphelliphelliphellip( O)helliphelliphelliphelliphelliphellip (M)helliphelliphelliphelliphelliphelliphelliphelliphellip City helliphelliphellipPin helliphelliphelliphelliphelliphelliphellipState helliphelliphelliphelliphelliphelliphelliphelliphellipI am a student of Mangalmay Institute of Management Studies presently doing a project onldquoIN WHICH AREA MORE FOCUS MARKETING OR OPERATIONrdquoI request you to kindly fill the questionnaire below and I assure you that the data generated shall be kept confidential1 Your Age ____________________ 2 Education Qualification
1 Undergraduate 2 Graduate 3 Postgraduate
3 Marital Status bull Married bull Single No of Children __________
4 Number Of yearrsquos Are You in Gorakhpur bull Less than five yearrsquos bull More than five yearrsquos
5 Occupationbull Businessbull Profession bull Service
(Please mention below the type of businessprofession you are in incase of service please mention your organization name and designation)
6Your annual household income bull ltthan 2 lack bull Between 2 to 5 lack bull Between 5 to 8 lack bull gtthan 8 lack
7 What is your perception about different products and services offered by HDFC Bank
bull Lucrative bull Not lucrative bull No idea
9 Do you want to open an savings account with HDFC Bankbull Lucrative bull Not lucrative bull No idea
10 Do you have all the documents which are required to open an accountbull Yes bull No
11 Are you aware of that HDFC Bank provide you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull yes bull No
12 Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
DatePlace Signature
Thank You
BIBLIOGRAPHY
1 BOOKS
Marketing Management (10th Edition) Marketing Management (3rd Edition) Research Methodology (2nd Edition) Research Methodology(3rd Edition)
AUTHORS Philip Kotler VS Ramaswamy CRKothary SP Kasande
2 NEWS PAPERS bull Times of India bull Financial Express
3 WEBSITESwwwhdfcbankcom wwwgooglecom
Q9 Do you have all the documents which are required to open an accountbull Yesbull No
Ansbull Yes 15 Personbull No 35 Person
Interpretation From above response it can be seen thatbull 60 respondents have all the documents which are required to open an account with the
bankbull 25 respondents do not have all the documents which are required to open an account
with the bank
Q10 Are you aware that the bank provides you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull Yes bull No
Ans bull Yes 32 Personbull No 18 Person
Interpretation From above response it can be seen thatbull 20 respondents are aware of itbull 40 respondents are not aware of it
Q11Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
Ans bull Yes 15 Personbull No 35 Person
Interpretation From above response it can be seen thatbull 12 respondents are familiar with different terms and conditions which are very much
essential to maintain account with the bank bull 88 respondents have no idea about it
Q13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
Ans bull Yes 38 Personbull No 12 Person
Interpretation From above response it can be seen that
bull 41 respondents are known about HDFC Bankrsquos recruitment policies related to personal banker
bull 59 respondents are not known about HDFC Bankrsquos recruitment policies related to personal banker
CHAPTER 6- CONCLUSIONS AND SUGGESTIONS
61 CONCLUSIONS
HDFC Bank the banking arm of HDFC is expected to go on stream The bank already has good number of employees on board and is recruiting personal banker heavily to take the headcount to many more It is on the brim of increasing its customers through its attractive schemes and offer
The project opportunities provided was market segmentation and identifying prospective customers in potential geographical location and convincing them to attract more customers so that new business opportunities of the bank can be explored Through this project it could be concluded that people are not much aware about the various products of the bank and many of them not interested to open an account to invest money at all services was considered as unsought good which require hard core selling but in changing trend in income and people becoming financially literate the demand for banking sector is increasing day by day
So at last the conclusion is that there is tough competition ahead for the company from its major competitors in the banking sector Last but not the least I would like to thank HDFC Bank for giving me an opportunity to work in the field of Marketing and Operation I hope the company finds my analysis relevant
62 SUGGESTIONS
Finally some recommendations for the company are as fallows-
bull To make people aware about the benefit of becoming a customer of HDFC Bank following activities of advertisement should be done through
1 Print Media 2 Hoarding amp Banners3 Stalls in Trade Fares 4 Distribution of leaflets containing details information
Other facilities must be provide to the customerbull The bank should provide life time valid ATM card to all its customers
bull Minimum balance for savings account should be reduced from Rs 10000 to Rs 1000 so that people who are not financially strong enough can maintain their account properly
bull The company should provide a pass book to all its customersbull Make people understand about the various benefits of its productsbull Company should organize the program in the society so that people will be aware about
the company and different products of the bankbull Company should open more branches in different cities
CHAPTER 7- LIMITATIONS
Every work has its own limitation Limitations are extent to which the process should not exceed Limitations of this project are
bull The project was constrained by time limit of two monthsbull Mindset of people may very depending upon their age gender income etc bull Getting appointment from the concern person was very difficultbull People mind set about the survey was obstacles in acquiring complete Respondents were
very busy in their schedule So it was very time consuming for information amp positive interaction them to answer all the questions properly
ANNEXURES
1 QUESTIONNAIRE
DearSirMadamName helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Address helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Contact No reghelliphelliphelliphelliphelliphellip( O)helliphelliphelliphelliphelliphellip (M)helliphelliphelliphelliphelliphelliphelliphelliphellip City helliphelliphellipPin helliphelliphelliphelliphelliphelliphellipState helliphelliphelliphelliphelliphelliphelliphelliphellipI am a student of Mangalmay Institute of Management Studies presently doing a project onldquoIN WHICH AREA MORE FOCUS MARKETING OR OPERATIONrdquoI request you to kindly fill the questionnaire below and I assure you that the data generated shall be kept confidential1 Your Age ____________________ 2 Education Qualification
1 Undergraduate 2 Graduate 3 Postgraduate
3 Marital Status bull Married bull Single No of Children __________
4 Number Of yearrsquos Are You in Gorakhpur bull Less than five yearrsquos bull More than five yearrsquos
5 Occupationbull Businessbull Profession bull Service
(Please mention below the type of businessprofession you are in incase of service please mention your organization name and designation)
6Your annual household income bull ltthan 2 lack bull Between 2 to 5 lack bull Between 5 to 8 lack bull gtthan 8 lack
7 What is your perception about different products and services offered by HDFC Bank
bull Lucrative bull Not lucrative bull No idea
9 Do you want to open an savings account with HDFC Bankbull Lucrative bull Not lucrative bull No idea
10 Do you have all the documents which are required to open an accountbull Yes bull No
11 Are you aware of that HDFC Bank provide you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull yes bull No
12 Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
DatePlace Signature
Thank You
BIBLIOGRAPHY
1 BOOKS
Marketing Management (10th Edition) Marketing Management (3rd Edition) Research Methodology (2nd Edition) Research Methodology(3rd Edition)
AUTHORS Philip Kotler VS Ramaswamy CRKothary SP Kasande
2 NEWS PAPERS bull Times of India bull Financial Express
3 WEBSITESwwwhdfcbankcom wwwgooglecom
bull 41 respondents are known about HDFC Bankrsquos recruitment policies related to personal banker
bull 59 respondents are not known about HDFC Bankrsquos recruitment policies related to personal banker
CHAPTER 6- CONCLUSIONS AND SUGGESTIONS
61 CONCLUSIONS
HDFC Bank the banking arm of HDFC is expected to go on stream The bank already has good number of employees on board and is recruiting personal banker heavily to take the headcount to many more It is on the brim of increasing its customers through its attractive schemes and offer
The project opportunities provided was market segmentation and identifying prospective customers in potential geographical location and convincing them to attract more customers so that new business opportunities of the bank can be explored Through this project it could be concluded that people are not much aware about the various products of the bank and many of them not interested to open an account to invest money at all services was considered as unsought good which require hard core selling but in changing trend in income and people becoming financially literate the demand for banking sector is increasing day by day
So at last the conclusion is that there is tough competition ahead for the company from its major competitors in the banking sector Last but not the least I would like to thank HDFC Bank for giving me an opportunity to work in the field of Marketing and Operation I hope the company finds my analysis relevant
62 SUGGESTIONS
Finally some recommendations for the company are as fallows-
bull To make people aware about the benefit of becoming a customer of HDFC Bank following activities of advertisement should be done through
1 Print Media 2 Hoarding amp Banners3 Stalls in Trade Fares 4 Distribution of leaflets containing details information
Other facilities must be provide to the customerbull The bank should provide life time valid ATM card to all its customers
bull Minimum balance for savings account should be reduced from Rs 10000 to Rs 1000 so that people who are not financially strong enough can maintain their account properly
bull The company should provide a pass book to all its customersbull Make people understand about the various benefits of its productsbull Company should organize the program in the society so that people will be aware about
the company and different products of the bankbull Company should open more branches in different cities
CHAPTER 7- LIMITATIONS
Every work has its own limitation Limitations are extent to which the process should not exceed Limitations of this project are
bull The project was constrained by time limit of two monthsbull Mindset of people may very depending upon their age gender income etc bull Getting appointment from the concern person was very difficultbull People mind set about the survey was obstacles in acquiring complete Respondents were
very busy in their schedule So it was very time consuming for information amp positive interaction them to answer all the questions properly
ANNEXURES
1 QUESTIONNAIRE
DearSirMadamName helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Address helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Contact No reghelliphelliphelliphelliphelliphellip( O)helliphelliphelliphelliphelliphellip (M)helliphelliphelliphelliphelliphelliphelliphelliphellip City helliphelliphellipPin helliphelliphelliphelliphelliphelliphellipState helliphelliphelliphelliphelliphelliphelliphelliphellipI am a student of Mangalmay Institute of Management Studies presently doing a project onldquoIN WHICH AREA MORE FOCUS MARKETING OR OPERATIONrdquoI request you to kindly fill the questionnaire below and I assure you that the data generated shall be kept confidential1 Your Age ____________________ 2 Education Qualification
1 Undergraduate 2 Graduate 3 Postgraduate
3 Marital Status bull Married bull Single No of Children __________
4 Number Of yearrsquos Are You in Gorakhpur bull Less than five yearrsquos bull More than five yearrsquos
5 Occupationbull Businessbull Profession bull Service
(Please mention below the type of businessprofession you are in incase of service please mention your organization name and designation)
6Your annual household income bull ltthan 2 lack bull Between 2 to 5 lack bull Between 5 to 8 lack bull gtthan 8 lack
7 What is your perception about different products and services offered by HDFC Bank
bull Lucrative bull Not lucrative bull No idea
9 Do you want to open an savings account with HDFC Bankbull Lucrative bull Not lucrative bull No idea
10 Do you have all the documents which are required to open an accountbull Yes bull No
11 Are you aware of that HDFC Bank provide you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull yes bull No
12 Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
DatePlace Signature
Thank You
BIBLIOGRAPHY
1 BOOKS
Marketing Management (10th Edition) Marketing Management (3rd Edition) Research Methodology (2nd Edition) Research Methodology(3rd Edition)
AUTHORS Philip Kotler VS Ramaswamy CRKothary SP Kasande
2 NEWS PAPERS bull Times of India bull Financial Express
3 WEBSITESwwwhdfcbankcom wwwgooglecom
bull Minimum balance for savings account should be reduced from Rs 10000 to Rs 1000 so that people who are not financially strong enough can maintain their account properly
bull The company should provide a pass book to all its customersbull Make people understand about the various benefits of its productsbull Company should organize the program in the society so that people will be aware about
the company and different products of the bankbull Company should open more branches in different cities
CHAPTER 7- LIMITATIONS
Every work has its own limitation Limitations are extent to which the process should not exceed Limitations of this project are
bull The project was constrained by time limit of two monthsbull Mindset of people may very depending upon their age gender income etc bull Getting appointment from the concern person was very difficultbull People mind set about the survey was obstacles in acquiring complete Respondents were
very busy in their schedule So it was very time consuming for information amp positive interaction them to answer all the questions properly
ANNEXURES
1 QUESTIONNAIRE
DearSirMadamName helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Address helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Contact No reghelliphelliphelliphelliphelliphellip( O)helliphelliphelliphelliphelliphellip (M)helliphelliphelliphelliphelliphelliphelliphelliphellip City helliphelliphellipPin helliphelliphelliphelliphelliphelliphellipState helliphelliphelliphelliphelliphelliphelliphelliphellipI am a student of Mangalmay Institute of Management Studies presently doing a project onldquoIN WHICH AREA MORE FOCUS MARKETING OR OPERATIONrdquoI request you to kindly fill the questionnaire below and I assure you that the data generated shall be kept confidential1 Your Age ____________________ 2 Education Qualification
1 Undergraduate 2 Graduate 3 Postgraduate
3 Marital Status bull Married bull Single No of Children __________
4 Number Of yearrsquos Are You in Gorakhpur bull Less than five yearrsquos bull More than five yearrsquos
5 Occupationbull Businessbull Profession bull Service
(Please mention below the type of businessprofession you are in incase of service please mention your organization name and designation)
6Your annual household income bull ltthan 2 lack bull Between 2 to 5 lack bull Between 5 to 8 lack bull gtthan 8 lack
7 What is your perception about different products and services offered by HDFC Bank
bull Lucrative bull Not lucrative bull No idea
9 Do you want to open an savings account with HDFC Bankbull Lucrative bull Not lucrative bull No idea
10 Do you have all the documents which are required to open an accountbull Yes bull No
11 Are you aware of that HDFC Bank provide you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull yes bull No
12 Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
DatePlace Signature
Thank You
BIBLIOGRAPHY
1 BOOKS
Marketing Management (10th Edition) Marketing Management (3rd Edition) Research Methodology (2nd Edition) Research Methodology(3rd Edition)
AUTHORS Philip Kotler VS Ramaswamy CRKothary SP Kasande
2 NEWS PAPERS bull Times of India bull Financial Express
3 WEBSITESwwwhdfcbankcom wwwgooglecom
ANNEXURES
1 QUESTIONNAIRE
DearSirMadamName helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Address helliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphelliphellip Contact No reghelliphelliphelliphelliphelliphellip( O)helliphelliphelliphelliphelliphellip (M)helliphelliphelliphelliphelliphelliphelliphelliphellip City helliphelliphellipPin helliphelliphelliphelliphelliphelliphellipState helliphelliphelliphelliphelliphelliphelliphelliphellipI am a student of Mangalmay Institute of Management Studies presently doing a project onldquoIN WHICH AREA MORE FOCUS MARKETING OR OPERATIONrdquoI request you to kindly fill the questionnaire below and I assure you that the data generated shall be kept confidential1 Your Age ____________________ 2 Education Qualification
1 Undergraduate 2 Graduate 3 Postgraduate
3 Marital Status bull Married bull Single No of Children __________
4 Number Of yearrsquos Are You in Gorakhpur bull Less than five yearrsquos bull More than five yearrsquos
5 Occupationbull Businessbull Profession bull Service
(Please mention below the type of businessprofession you are in incase of service please mention your organization name and designation)
6Your annual household income bull ltthan 2 lack bull Between 2 to 5 lack bull Between 5 to 8 lack bull gtthan 8 lack
7 What is your perception about different products and services offered by HDFC Bank
bull Lucrative bull Not lucrative bull No idea
9 Do you want to open an savings account with HDFC Bankbull Lucrative bull Not lucrative bull No idea
10 Do you have all the documents which are required to open an accountbull Yes bull No
11 Are you aware of that HDFC Bank provide you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull yes bull No
12 Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
DatePlace Signature
Thank You
BIBLIOGRAPHY
1 BOOKS
Marketing Management (10th Edition) Marketing Management (3rd Edition) Research Methodology (2nd Edition) Research Methodology(3rd Edition)
AUTHORS Philip Kotler VS Ramaswamy CRKothary SP Kasande
2 NEWS PAPERS bull Times of India bull Financial Express
3 WEBSITESwwwhdfcbankcom wwwgooglecom
bull Lucrative bull Not lucrative bull No idea
9 Do you want to open an savings account with HDFC Bankbull Lucrative bull Not lucrative bull No idea
10 Do you have all the documents which are required to open an accountbull Yes bull No
11 Are you aware of that HDFC Bank provide you free phone banking amp net banking services If you open a new savings account with HDFC bank
bull yes bull No
12 Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank
bull Yes bull No
13 Do you know about HDFC Bankrsquos recruitment policies related to personal banker bull Yes bull No
DatePlace Signature
Thank You
BIBLIOGRAPHY
1 BOOKS
Marketing Management (10th Edition) Marketing Management (3rd Edition) Research Methodology (2nd Edition) Research Methodology(3rd Edition)
AUTHORS Philip Kotler VS Ramaswamy CRKothary SP Kasande
2 NEWS PAPERS bull Times of India bull Financial Express
3 WEBSITESwwwhdfcbankcom wwwgooglecom
BIBLIOGRAPHY
1 BOOKS
Marketing Management (10th Edition) Marketing Management (3rd Edition) Research Methodology (2nd Edition) Research Methodology(3rd Edition)
AUTHORS Philip Kotler VS Ramaswamy CRKothary SP Kasande
2 NEWS PAPERS bull Times of India bull Financial Express
3 WEBSITESwwwhdfcbankcom wwwgooglecom
