1. A
PROJECT REPORT
ON
“TRAINING AND DEVELOPMENT ON HDFC BANK”
K M AGRAWAL COLLEGE OF
ARTS,SCIENCE&COMMERCE
KALYAN (W)
SUBMITTED BY
DINESH G METKARI
ROLL NO. 24
M.COM.PART-1(MANAGEMENT)
GUIDED BY
MRS ANITA MANNA
1
2. INDEX
Sr no. Name of the content Pg no.
1 INDEX 2
2 DECLARATION 3
3 ACKKNOWLEDGEMENT 4
4 INTRODUCTION 5
5 ORGANIZATION PROFILE 7
6 CAPITAL STRUCTURE 9
7 BENEFITS OF FIVE „S‟ 11
8 COLOR CODING 13
9 MANAGEMENT AND TECHNOLOGY 15
10 PRODUCT SCOPE 16
11 MILESTONE IN HISTORY 22
12 MERGER 26
13 QUALITY POLICY 27
14 OBJECTIVES OF RESEARCH PROJECTS 28
15 COLLECTION OF DATA 31
16 DATA ANALYSIS 32
17 CONCLUSION 39
18 BIBILOGRAPHY 40
2
3. DECLARATION
I, MR DINESH G METKARI Student of K. M. AGRAWAL COLLEGE , Master
of Commerce for the year 2012-13 hereby declared that I have completed
the project on “PROJECT ON TRAINING AND DEVELOPMENT ON HDFC
BANK”.
I further declare that the information imparted is true and fair to
the best of my knowledge.
__________________
DINESH G METKARI
ROLL NO : 24
3
4. ACKNOWLEDGEMENT
I express my sincere thanks to MRS ANITA MANNA for his valuable
guidance in doing this project.
I wish to make the opportunity to express my deep sense of gratitude to
PRINCIPAL MRS ANITA MANNA for their invaluable guidance and
support in this endeavour. They have been a constant source of inspiration
Finally it is the foremost duty to thank all my respondents, family and
friends who have helped me directly or indirectly in completing my field
work, without which this project not have been successful.
__________________
DINESH G METKARI
ROLL NO : 24
4
5. “PROJECT REPORT ON TRAINING AND DEVELOPMENT”
UNDERTAKEN IN
INTRODUCTION
TRAINING
Training is concerned with imparting developing specific skills for a particular
purpose. Training is the act of increasing the skills of an employees for doing a
particular job. Training is the process of learning a sequence of programmed
behaviour. In earlier practice, training programme focused more on preparation for
5
6. improved performance in particular job. Most of the trainees used to be from
operative levels like mechanics, machines operators and other kinds of skilled
workers. When the problems of supervision increased, the step were taken to train
supervisors for better supervision.
DEVELOPMENT
Management development is all those activities and programme when recognized
and controlled have substantial influence in changing the capacity of the individual
to perform his assignment better and in going so all likely to increase his potential
for future assignments. Thus, management development is a combination of
various training programme, though some kind of training is necessary, it is the
overall development of the competency of managerial personal in the light of the
present requirement as well as the future requirement. Development an activity
designed to improve the performance of existing managers and to provide for a
planned growth of managers to meet future organizational requirements is
management development.
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.
6
7. IMPORTANCE TO THE COMPANY:
The ultimate purpose of giving me this topic was to know about the customer‟s
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.
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.
Customers‟ 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.
ORGANIZATION PROFILE
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
RBI's liberalization of the Indian Banking Industry in 1994. The bank was
incorporated in August 1994 in the name of 'HDFC Bank Limited', with its
7
8. registered office in Mumbai, India. HDFC Bank commenced operations as a
Scheduled Commercial Bank in January 1995.
PROMOTER
HDFC is India's premier housing finance company and enjoys an impeccable track
record in India as well as in international markets. Since its inception in 1977, the
Corporation has maintained a consistent and healthy growth in its operations to
remain the 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
8
9. 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 Bank's 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 bank's risk
appetite. The bank is committed to maintain the highest level of ethical standards,
professional integrity, corporate governance and regulatory compliance. HDFC
Bank's 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 (Rs5.5 billion). The paid-up
capital is Rs424.6 crore (Rs.4.2 billion). The HDFC Group holds 19.4% of the
bank's equity and about 17.6% of the equity is held by the ADS Depository (in
respect of the bank's American Depository Shares (ADS) Issue). Roughly 28% of
the equity is held by Foreign Institutional Investors (FIIs) and the bank has about
570,000 shareholders. The shares are listed on the Stock Exchange, Mumbai and
the National Stock Exchange. The bank's American Depository Shares are listed on
the New York Stock Exchange (NYSE) under the symbol 'HDB'.
9
10. 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 Bank's 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 clearing/settlement
bank to various leading stock exchanges, the Bank has branches in the centers
where the NSE/BSE has a strong and active member base. The Bank also has a
network of about over 2526 networked ATMs across these cities. Moreover,
HDFC Bank's ATM network can be accessed by all domestic and international
Visa/MasterCard, Visa Electron/Maestro, Plus/Cirrus and American Express
Credit/Charge cardholders.
STRONG NATIONAL NETWORK
10
11. WORK PLACE TRANSFORMATION
FIVE “S” PART OF KAIZEN
Focus on effective work place organization
believe in
“Small changes lead to large improvement”
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 „S‟ 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 “S”
It can be started immediately.
Every one has to participate.
Five “S” is an entirely people driven initiatives.
Brings in concept of ownership.
All wastage are made visible.
11
12. FIVE „S‟
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 “require and wanted”.
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 practices.
Objective: “A place for everything and everything in its place”.
3. SPIC- n - SPAN:
12
13. 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 „S‟. Logic behind it that, the color coding are
always differentiate the things from the similar one.
13
14. DEPARTMENT
Welcome Desk
Personal Banker
Teller
HUMAN
RESOURCES
Relationship Manager
The Bank‟s staffing
Branch Manager
needs continued to
increase during the
Demat
year particularly in
the retail banking
Others
businesses in line
with the business growth. Total number of employees increased from 14878 as of
March31, 2006 to 21477 as of March 31, 2008.The 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 Bank‟s
employee stock option scheme so far covers around 9000 employees.
14
15. MANAGEMENT
Mr. Jagdish Capoor took over as the bank's 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 Citibank's operations in Malaysia.
The Bank's 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 bank's branches have online
connectivity, which enables the bank to offer speedy funds transfer facilities to its
customers. Multi-branch access is also provided to retail customers through the
branch network and Automated Teller 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 Bank's
business is supported by scalable and robust systems which ensure that our clients
15
16. 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 India‟s 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 management.Develope 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
bank‟s cost of funds. Focus on high earnings growth with low volatility.
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
16
17. 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:
Accounts and deposits.
Loans.
Investments and Insurance.
Forex and payment services.
Cards.
Customer center.
PRODUCTS AND SERVICES AT A GLANCE
1. PERSONAL BANKING SERVICES
A. Accounts & Deposits
Savings Account
Regular Savings Account
Savings Plus Account
Savings Max Account
17
18. Senior Citizens Account
No Frills Account
Institutional Savings Account
Payroll Salary Account
Classic Salary Account
Regular Salary Account
Premium Salary Account
Defence Salary Account
Kid's Advantage Account
Pension Saving Bank Account
Family Savings Account
Kisan No Frills Savings Account
Kisan Club Savings Account
Current Account
Plus Current Account
Trade Current Account
Premium Current Account
Regular Current Account
Apex Current Account
Max Current Account
Reimbursement Current Account
Fixed Deposit
Regular Fixed Deposit
Super Saver Account
Sweep-in Account
18
19. Recurring Deposit
Demat Account
Safe Deposit Locker
B. Loans
Personal Loans
Home Loans
Two Wheeler Loans
New Car Loans
Used Car Loans
Overdraft against Car
Express Loans
Loan against Securities
Loan against Property
Commercial Vehicle Finance
Working Capital Finance
Construction Equipment Finance
C. Investments & Insurance
Mutual Funds
Insurance
Bonds
Financial Planning
Knowledge Centre
Equities & Derivatives
19
20. Mudra Gold Bar
D. Forex Services
Trade Finance
Traveler‟s Cheques
Foreign Currency Cash
Foreign Currency Drafts
Foreign Currency Cheque Deposits
Foreign Currency Remittances
Forex Plus Card
E. Payment Services
Net Safe
Prepaid Refill
Bill Pay
Direct Pay
Visa Money Transfer
E-Monies Electronic Funds Transfer
Excise & Service Tax Payment
F. Access Your Bank - One View
Insta Alerts
Mobile Banking
ATM
Phone Banking
20
21. Branch Network
G. Cards
Silver Credit Card
Gold Credit Card
Woman's Gold Credit Card
Platinum plus Credit Card
Titanium Credit Card
Value plus Credit Card
Health plus Credit Card
HDFC Bank Idea Silver Card
HDFC Bank Idea Gold Card
2. WHOLESALE BANKING SERVICES
Funded Services
Non Funded Services
Value Added Services
Internet Banking
Clearing Sub-Membership
RTGS – sub membership
Fund Transfer
ATM Tie-ups
Corporate Salary a/c
Tax Collection
Financial Institutions
21
22. Mutual Funds
Stock Brokers
Insurance Companies
Commodities Business
Trusts
3. NRI BANKING SERVICES
Rupee Saving a/c
Rupee Current a/c
Rupee Fixed Deposits
Foreign Currency Deposits
Accounts for Returning Indians
Payment Services
Net Safe
Bill Pay
Insta Pay
Direct Pay
Visa Money
Online Donation
Remittances
MILESTONES IN THE HISTORY
22
23. 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 'Best IT Governance Award - Runner up'
Awards 2009
Global Finance Award 'Best Trade Finance Bank in India for 2009
IDRBT Banking Technology 'Best IT Governance and Value Delivery'
Excellence Award 2008
Asian Banker Excellence in 'Asian Banker Best Retail Bank in India
Retail Financial Services Award 2009 '
23
24. 2008
Finance Asia Country Awards 'Best Bank and Best Cash Management
for Achievement 2008 Bank'
CNN-IBN 'Indian of the Year (Business)'
Nasscom IT User Award 2008 'Best IT Adoption in the Banking Sector'
Business India 'Best Bank 2008'
Forbes Asia Fab 50 companies in Asia Pacific
Asian Banker Excellence in Best Retail Bank 2008
Retail Financial Services
Asiamoney Best local Cash Management Bank Award voted
by Corporates
Microsoft & Indian Express Security Strategist Award 2008
Group
World Trade Center Award of For outstanding contribution to international
honour trade services.
Business Today-Monitor One of India's "Most Innovative Companies"
Group survey
Financial Express-Ernst & Best Bank Award in the Private Sector
Young Award category
Global HR Excellence Awards 'Employer Brand of the Year 2007 -2008'
24
25. - Asia Pacific HRM Congress: Award - First Runner up, & many more
Business Today 'Best Bank' Award
2007
Dun & Bradstreet – American 'Corporate Best Bank' Award
Express Corporate Best Bank
Award 2007
The Bombay Stock Exchange 'Best Corporate Social Responsibility
and Nasscom Foundation's Practice' Award
Business for Social
Responsibility Awards 2007
Outlook Money & NDTV Best Bank Award in the Private sector
Profit category.
The Asian Banker Excellence Best Retail Bank in India
in Retail Financial Services
Awards
Asian Banker Our Managing Director Aditya Puri wins the
Leadership Achievement Award for India
25
26. MERGER
HDFC Bank and Centurion Bank of Punjab merger at share swap ratio of 1:29 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 1,148 branches (the largest amongst private sector Banks)
a strong deposit base of around Rs. 1,200 billion and net advances of around Rs.
850billion. The balance sheet size of the combined entity would be over Rs. 1,500
billion. Commenting on the proposed merger, Mr. Deepak Parekh, Chairman,
HDFC said, “We 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 Bank‟s organic
growth. We believe that Centurion Bank of Punjab would be the right fit in terms
of culture, strategic intent and approach to business.” Mr. Aditya Puri, Managing
Director, HDFC Bank said, “These 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.
26
27. I‟m 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 market.” Mr. Rana Talwar, Chairman, Centurion Bank of Punjab stated,
“Over 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,
7,500
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
level.”
Mr. Shailendra Bhandari, Managing Director and CEO, Centurion Bank of Punjab
said, “We 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 banks.”
QUALITY POLICY
SECURITY: The bank provides long term financial security to their policy. The
bank does this by offering life insurance and pension products.
27
28. 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 “ONE FOR ALL AND
ALL FOR ONE” TEAM WORK JOY AND SIMPLICITY
RESEARCH OBJECTIVES AND SCOPE OF RESEARCH PROJECT
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.
OBJECTIVES OF RESEARCH PROJECT:
PRIMARY OBJECTIVES:
To acquire new customer by convincing them and to promote the benefits of
those which are provided by the bank.
28
29. To find the different way of convincing customers.
To study brand image of the bank.
To increase the business of the bank.
SECONDARY OBJECTIVES:
To determine the need and purpose of a personal banker.
To understand the deciding criteria for people to become a personal banker.
To offer suggestions based upon the findings.
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. Customers‟ perception
on the various products of the bank.
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.
29
30. RESEARCH PLAN:
PRELIMINARY INVESTIGATION:
In which data on the situation surrounding the problems shall be gathered to
arrive at.
The correct definition of the problem. An understanding of its environment.
EXPLORATORY STUDY:
To determine the approximate area where the problem lies.
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.
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
30
31. 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.
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 company‟s 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.
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.
Sampling Units: Different professionals. Chartered Accountants, Tax
Consultants, Lawyers, Business Man, Professionals and House Wives of
Gorakhpur.
Sample Technique: Random Sampling.
31
32. Research Instrument: Structured Questionnaire.
Contact Method: Personal Interview.
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.
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.
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.
DATA ANALYSIS, INTERPRETATION AND PRESENTATION
Q1.Your Age?
32
33. Ans.
1. 18-23 Years 10 Person
2. 24-29 Years 20 Person
3. 30-35 Years 10 Person
4. 35 Years and above 10 Person
Base 50 respondents :
Interpretation From above response it can be seen that
20% respondent‟s age are 18 to 23 years.
35% respondent‟s age are 24 to 29 years.
30% respondent‟s age are 30 to 35 years.
15% respondent‟s age are 35 to above years.
Q2. Marital Status?
. • Married □ • Single □
No. of Children: __________
Ans.
Married 32 Person
Single 18 Person
No. of Children Nil
Interpretation From above response it can be seen that
70% respondents are married.
30% respondents are unmarried.
Q3. Educational Qualification?
33
34. Undergraduate □
Graduate □
Postgraduate □
9Ans.
Undergraduate 10 Person
Graduate 22 Person
Postgraduate 18 Person
Interpretation From above response it can be seen that.
25% respondents are Under graduate.
40% respondents are Graduate.
35% respondents are Post graduate.
Q4. Number Of year‟s Are You in Gorakhpur?
Less than five year‟s □
More than five year‟s □
Ans.
Less than five year‟s 17 Person
More than five year‟s 33 Person
Interpretation From above response it can be seen
that.
39% respondents are in Gorakhpur for less than five years.
61% respondents are in Gorakhpur for more than five years.
Q5. Your Occupation?
Business
34
35. Profession
Service
Ans.
Business 13 Person
Profession 17 Person
Service 20 Person
Interpretation From above response it can be seen that.
20% respondents Occupation is Business.
26% respondents Occupation is Profession.
54% respondents Occupation is Service.
Q6. Your annual household income?
Less than 2 lacs
Between 2 to 5 lacs
Between 5to 8 lacs
More than 8 lacs
Ans.
Less than 2 lacs 32 Person
Between 2 to 5 lacs 13 Person
Between 5to 8 lacs 3 Person
More than 8 lacs 2 Person
Interpretation From above response it can be seen that.
49% respondent‟s annual household income is less than 2 lacs.
31% respondent‟s annual household income is between 2 to 5 lacs.
15% respondent‟s annual household income is between 5 to 8 lacs.
35
36. 5% respondent‟s annual household income is more than 8 lacs.
Q7. What is your perception about different products/services provided by HDFC
bank?
Lucrative □
Not lucrative □
No idea □
Ans.
Lucrative 12 Person
Not lucrative 33 Person
No idea 5 Person
Interpretation From above response it can be seen that.
25% respondent‟s perception about different products is lucrative.
60% respondent‟s perception about
different products is not lucrative.
15% respondent‟s have no idea.
Q8. Do you want to open an account with HDFC bank?
Yes
No
Will tell later
Ans.
Yes 8 Person
No 5 Person
Will tell later 37 Person
36
37. Interpretation From above response it can be seen that.
80% respondents are not interested to open an account with the bank.
5% respondents are interested to open an account with the bank.
15% of the respondents say that they will tell later.
Q9. Do you have all the documents which are required to open an account?
Yes
No
Ans.
Yes 15 Person
No 35 Person
Interpretation From above response it can be seen that.
60% respondents have all the documents which are required to open an
account with the bank.
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 & net banking
services. If you open a new savings account with HDFC bank?
Yes □
No □
Ans.
Yes 32 Person
No 18 Person
Interpretation From above response it can be seen that
37
38. 20% respondents are aware of it.
40% respondents are not aware of it.
Q11.Are you aware of different terms and conditions which are very much
essential to maintain an account at HDFC Bank?
Yes □
No □
Ans.
Yes 15 Person
No 35 Person
Interpretation From above response it can be seen that.
12% respondents are familiar with different terms and conditions which are
very much essential to maintain account with the bank.
88% respondents have no idea about it.
Q13. Do you know about HDFC Bank‟s recruitment policies related to personal
banker?
Yes □
No □
Ans.
Yes 38 Person
No 12 Person
Interpretation From above response it can be seen that.
41% respondents are known about HDFC Bank‟s recruitment policies
related to personal banker.
38
39. 59% respondents are not known about HDFC Bank‟s recruitment policies
related to personal banker.
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.
39
