INTRODUCATION TO BANKING

Banking means accepting the deposits from the customers for lending to the needy and extending the other services as to issue of dd etc.nowadays after introduction of private sector banks the banks have become a profit centre and the functions become changed and now banks are doing the insurance and mutual funds also. but nationalised banks are still service oriented in extending loans for Education loan, and rural development activities. A Bank is an organization which lends money to the borrowers for a purposeful task, and provides a facility to deposit and withdraw money when needed and charge for it.

HISTORY OF BANKING IN INDIA

Phase I The eneral Bank of !ndia was set up in the year "#$%. &ext came Bank of 'industan and

Bengal Bank. The East !ndia (ompany established Bank of Bengal )"$*+,, Bank of Bombay )"$-*, and Bank of .adras )"$-/, as independent units and called it 0residency Banks. These three banks were amalgamated in "+1* and !mperial Bank of !ndia was established which started as private shareholders banks, mostly Europeans shareholders. !n "$%2 Allahabad Bank was established and first time exclusively by !ndians, 0un3ab &ational Bank 4td. was set up in "$+- with head5uarters at 4ahore. Between "+*% and "+"/, Bank of !ndia, (entral Bank of !ndia, Bank of Baroda, (anara Bank, !ndian Bank, and Bank of .ysore were set up. 6eserve Bank of !ndia came in "+/2. 7uring the first phase the growth was very slow and banks also experienced periodic failures between "+"/ and "+-$. There were approximately ""** banks, mostly small. To streamline the functioning and activities of commercial banks, the overnment of !ndia came up with The Banking (ompanies Act, "+-+ which was later changed to Banking 6egulation Act "+-+ as per amending Act of "+%2 )Act &o. 1/ of "+%2,. 6eserve Bank of

"

!ndia was vested with extensive powers for the supervision of banking in !ndia as the Banking Authority. 7uring those days public has lesser confidence in the banks. As an aftermath deposit mobilisation was slow. Abreast of it the savings bank facility provided by the 0ostal department was comparatively safer. .oreover, funds were largely given to traders. Phase II

BA&8!& 9T6:(T:6E !& !&7!A

Scheduled Banks in India (A) Scheduled C !!e"cial Banks Pu#lic sec$ " Banks
)1$, &ationalized Bank ;ther 0ublic 9ector Banks )!7B!, 9B! and its Associates

P"i%a$e sec$ " Banks

)1#,

F "ei&n Banks in India

)1+,

Re&i nal Ru"al Bank

)"*1,

(B) Scheduled C
Scheduled U"#an C 'e"a$i%e Banks ((()

'e"a$i%e Banks
Scheduled S$a$e C 'e"a$i%e Banks ()*)

'ere we more concerned about private sector banks and competition among them. Today, there are 1# private sector banks in the banking 9ector< "+ old private sector banks and $ new private sector banks. These new banks have brought in state=of=the=art technology and aggressively marketed their products. The 0ublic sector banks are facing a stiff competition from the new private sector banks. The banks which have been setup in the "++*s under the guidelines ;f the &arasimham (ommittee are referred to as &E> 06!?ATE 9E(T;6 BA&89.

INDIAN BANKING INDUSTRI+S

The !ndian banking market is growing at an astonishing rate, with Assets expected to reach :9@" trillion by 1*"*. An expanding Economy, innovations are all (ontributing to this growth. middle class, and technological

The countryAs middle class accounts for over /1* million people. !n correlation with the growth of the economy, rising income levels, increased standard of living, and affordability of banking products are promising factors for continued expansion.

The !ndian banking !ndustry is in the middle of an expansion of retail and rural banking. 0layers centric in banking products and services.

!T

revolution, focusing on the

are becoming increasingly customer = the importance of being a big and ac5uisitions to take Basel !! regulation. C!ndian

their approach, which has resulted in innovative methods of offering new Banks are now realizing comply with

player and are beginning to focus their attention on mergers advantage of economies of scale andBor

banking industry assets are expected to reach :9@" trillion by 1*"* and are poised to receive a greater infusion of foreign capital,D says 0rathima 6a3an, analyst in (elentEs banking group and author of the report.CThe banking industry should focus on having a small number of large players that can compete globally rather than having a large number of fragmented players.F

:0(;.!& G;6E! & BA&89 IN INDIA

By 1**+ to 1*"* few more names is going to be added in the list of foreign banks in !ndia. This is as an aftermath of the sudden interest shown by 6eserve Bank of !ndia paving roadmap for foreign banks in !ndia greater freedom in !ndia. Among them is the worldEs best private bank by Euro .oney magazine, 9witzerlandEs :B9.

The following are the list of foreign banks going to set up business in !ndia<=

Royal Bank of Scotland Switzerland's UBS US-based GE Capital Credit Suisse Group Industrial and Commercial Bank of C ina

,+ UND+RSTAND YOUR ,OR-D

The 'ousing 7evelopment Ginance (orporation 4imited )'7G(, was amongst the first

to receive an Hin principleE approval from the 6eserve Bank of !ndia )6B!, to set up a bank in the private sector, as part of the 6B!Es liberalization of the !ndian Banking !ndustry in "++-. The bank was incorporated in August "++- in the name of E'7G( Bank 4imitedE, with its registered office in .umbai, !ndia. '7G( Bank commenced operations as a 9cheduled (ommercial Bank in Ianuary "++2.

'7G( is !ndiaAs premier housing finance company and en3oys an impeccable track record in !ndia as well as in international markets. 9ince its inception in "+##, the (orporation has maintained a (onsistent and healthy growth in its operations to remain the market leader in mortgages. !ts outstanding loan portfolio covers well over a million dwelling units. '7G( 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. >ith its experience in the financial markets, a strong market reputation, large shareholder base and

uni5ue consumer franchise, '7G( was ideally positioned to promote a bank in the !ndian environment.

'7G( Bank began operations in "++2 with a simple mission to be a C>orld (lass !ndian Bank.D !t realized that only a single minded focus on product 5uality and service excellence would help us get there. Today, the Bank is proud to say that it is well on its way towards that goal.

(;.0A&J 06;G!4E

'7G( bank ltd provides various financial products and services. !t operates in three segments< 6etail Banking, >holesale Banking, and Treasury. The 6etail banking segment provides various deposit products, including savings Accounts, current accounts, fixed deposits, and demat accounts. !t also offers Auto, personal, commercial vehicle, home, gold, and educational loansK loans Against securities and property and health care finance >orking capital finance, construction e5uipment finance, and warehouse 6eceipt loans, as well as credit cards, debit cards, depository, investment Advisory, bill payments, and transactional services. !n addition, this segment 9ells third party financial products, such as mutual funds and insurance, as >ell as distributes life and general insurance products through its tie=ups with insurance companies and mutual fund houses. The wholesale banking 9egment provides loans, non=fund facilities, and transaction services to large (orporate, emerging corporate, small and medium enterprise, supply chain, 0ublic sector undertaking, central and state government departments, and !nstitutional customers. !t offers deposit and transaction banking products, 9upply chain financing, working capital and term finance, agricultural loans, and funded non=funded treasury, and foreign exchange products. This segmentAs services include trade services, cash management, and money .arket, custodial, tax collection, and electronic banking. !n addition, it provides correspondent bank services to co=operative banks, private banks, foreign banks, and regional rural banks. The Treasury 9ervices segment operates primarily in areas, such as foreign exchange, money market, interest rate trading, and E5uities. As of .arch /", 1**+ '7G( bank had a network of ","-1 branches And /,1+2 automated teller machines in 21$ cities in !ndia. The company was founded in "++- and is based in .umbai, !ndia.

.a"ch /001 Ci$ies B"anches AT.5s

11$ 2/2 "/1/

.a"ch /002
/"% %$"%*2

.a"ch /003
/1# #%" "+##

.a"ch /004
21$ ""-1 /1+2

As of .arch /", 1**$, the BankAs distribution network was at #%" Branches and "+## AT.s in /1# cities as against %$- branches and ",%*2 AT.s in /"% cities as of .arch /", 1**#. Against the regulatory approvals for new branches in hand, the Bank expects to further expand the branch network by around "2* branches by Iune /*, 1**$. 7uring the year, the Bank stepped up retail customer ac5uisition with deposit accounts increasing from %.1 million to $.# million and total cards issued )debit and credit cards, increasing from # million to +.1 million. >hilst credit growth in the banking system slowed down to about 11L for the year ended 1**$=*+, the BankAs net advances grew by /2."L with retail advances growing by /$.%L and wholesale advances growing by /*L, implying a higher market share in both segments.

The transactional banking business also registered healthy growth with cash management volumes increased by around $*L and trade services volumes by around -*L over the previous year. 0ortfolio 5uality as of .arch /", 1**$ remained healthy with gross nonperforming assets at "./L and net non=performing assets at *.-L of total customer assets.

T+CHNO-OGY US+D IN HDFC BANK

!n the era of globalization each and every sector faced the stiff competition from their rivals and world also converted into the flat from the globe. After the policy of liberalization and 6B! initiatives to take the step for the private sector banks, more and more changes are taking the part into it. That are create competition between the private sector banks and public sector bank. 0rivate sector banks are today used the latest technology for the different transaction of day to day banking life. As we know that !nformation Technology plays the vital role in the each and every industry and gives the optimum return from the limited resources.

Banks are service industry and today it gives the innovative Technology application to Banking industries. '7G( BA&8 is the leader in the industries and today !T and '7G( BA&8 together combined they reached the sky. &ew technology changed the mind of the customers and changed the 5ueue concept from the history banking transaction. Today there are different channels are available for the banking transactions. There are drastically changes seen in the use of !nternet banking, in a year 1**" )1L, and in the year 1**$ )12L,. This type of technology gives the freedom to retail customers.

'7G( BA&8 is the very consistent player in the new private sector banks. &ew private sector banks to withstand the competition from public sector banks came up with innovative products and superior service.

HDFC BANK PRODUCT AND CUSTO.+R S+G.+NTS

P+RSONA- BANKING

- an P" duc$
Auto 4oan 4oan Against 9ecurity 4oan Against 0roperty 0ersonal loan (redit card 1=wheeler loan (ommercial vehicles finance 'ome loans 6etail business banking Tractor loan >orking (apital Ginance (onstruction E5uipment Ginance 'ealth (are Ginance Education 4oan old 4oan

De' si$ P" duc$

9aving aBc (urrent aBc Gixed deposit 7emat aBc 9afe 7eposit 4ockers

In%es$!en$ 6 Insu"ance
.utual Gund Bonds 8nowledge (entre !nsurance eneral and 'ealth !nsurance E5uity and 7erivatives .udra old Bar

"*

Ca"ds
(redit (ard 7ebit (ard 0repaid (ard

Pa7!en$ Se"%ices
&et9afe .erchant 0repaid 6efill Billpay ?isa Billpay !nsta0ay 7irect0ay ?isa.oney Transfer eN.onies Electronic Gunds Transfer ;nline 0ayment of 7irect Tax

Access T Bank
&etBanking ;ne?iew !nstaAlert .obile Banking AT. 0hone Banking Email 9tatements Branch &etwork

================================ F "e8 Se"%ices ================================ 0roduct M 9ervices Trade 9ervices Gorex service Branch 4ocater 6B! uidelines

,HO-+SA-+ BANKING
C "' "a$e
Gunded 9ervices &on Gunded 9ervices ?alue Added 9ervices !nternet Banking

S!all and .ediu! +n$e"'"ises

Gunded 9ervices &on Gunded 9ervices 9pecialized 9ervices ?alue added services !nternet Banking

Financial Ins$i$u$i ns and T"us$s

BANKS (learing 9ub=.embership 6T 9 N sub membership Gund Transfer AT. Tie=ups (orporate 9alary aBc Tax (ollection Financial Ins$i$u$i ns .u$ual Funds S$ ck B" ke"s Insu"ance C !'anies

""

C !! di$ies Business T"us$s

BUSIN+SS .I9

T $al De' si$s

G" ss Ad%ances

Ne$ Re%enue

Retail

! olesale

'7G( Bank is a consistent player in the private sector Bank and have a well balanced product and business mix in the !ndian as well as overseas markets. (ustomer segments )retail M wholesale, account for $-L of &et revenues )GJ 1**$, 'igher retail revenues partly offset by higher operating and credit costs. E5ually well positioned to grow both segments.

"1

B:9!&E99 9T6ATE J

'7G( BA&8 mission is to be Fa >orld (lass !ndian BankF, benchmarking themselves against international standards and best 0ractices in terms of product offerings, technology, service levels, risk management and audit M compliance. The ob3ective is to build sound customer franchises across distinct businesses so as to be a preferred provider of banking services for target retail and wholesale customer segments, and to achieve a healthy growth in profitability, consistent with the BankEs risk appetite. Bank is committed to do this while ensuring the highest levels of ethical standards, professional integrity, corporate governance and regulatory compliance. (ontinue to develop new product and technology is the main business strategy of the bank. .aintain good relation with the customers is the main and prime ob3ective of the bank.

HDFC BANK #usiness s$"a$e&7 e!'hasi:es $he ; ll <in&=

!ncrease market share in !ndiaAs expanding banking and financial services industry by following a disciplined growth strategy focusing on 5uality and not on 5uantity and delivering high 5uality customer service.

"/

4everage our technology platform and open scaleable systems to deliver more products to more customers and to control operating costs.

.aintain current high standards for asset 5uality through disciplined credit risk management.

7evelop innovative products and services that attract the targeted customers and address inefficiencies in the !ndian financial sector.

(ontinue to develop products and services that reduce bankAs cost of funds. Gocus on high earnings growth with low volatility.

!&9!7E '7G( BA&8

G!?E C9D, 0A6T ;G 8A!OE& >;68 04A(E T6A&9G;6.AT!;& Gocus on effective work place organization Believe in >S!all chan&es lead $ la"&e i!'" %e!en$?
Every successful organization has their own strategy to win the race in the competitive market. They use some techni5ue and methodology for smooth running of business.

"-

'7G( BA&8 also ac5uired the Iapanese techni5ue for smooth running of work and effective work place organization. Give H9A 0art of 8aizen is the techni5ue which is used in the bank Gor easy and systematic work place and eliminating unnecessary things from the work place.

!t can be started immediately. Every one has to participate. Give C9D is an entirely people driven initiatives. Brings in concept of ownership. All wastages are made visible.

G!?E H9A .eans<= S-1 S-2 S-3 S-4 S-5 SORT SYSTEMATIZE SPIC-N-SPAN STANDARDIZE SUSTAIN SEIRI SEITON SEIRO SEIKETSU SHITSUKE

)", SORT=@
!t focuses on eliminating unnecessary items from the work place. !t is excellent way to free up valuable floor space. !t segregates items as per Cre5uire and wantedD.

"2

Gre5uently 6e5uired

>anted but not re5uired

6emove everything from workplace

Iunk

4ess Gre5uently 6e5uired

Iunk

)1) SYST+.ATIA+<=
9ystematize is focus on efficient and effective 9torage method. That means it identify, organize and arrange retrieval. !t largely focuses on good labeling and identification practices. ;b3ective< = CA place for everything and everything in its placeD.

)/) SPIC@ n @ SPAN<=

9pic=n=9pan focuses on regular clearing and self inspection. !t brings in the sense of ownership.

)-, STAND+RDIA+<=
!t focuses on simplification and standardization. !t involves standard rules and policies. !t establish checklist to facilitate autonomous maintenance of workplace. !t assigns responsibility for doing various 3obs and decides on Give 9 fre5uency.

)2, SUSTAIN=@
!t focuses on defining a new status and standard of organized work place. 9ustain means regular training to maintain standards developed under 9=-. !t brings in self= discipline and commitment towards workplace organization.

"%

!n the '7G( BA&8 each department has their different color coding apply on the different file. 7ue to this everyone aware about their particular color file which is coding on it and they save their valuable time. !t is a part of 8aizen and also included in the system of the Give H9A. 4ogic behind it that, the color coding is always differentiating the things from the similar one.

':.A& 6E9;:6(E9

The BankAs staffing needs continued to increase during the year particularly in the retail banking businesses in line with the business growth. Total number of employees increased from "-$#$ as of .arch/", 1**% to 1"-## as of .arch /", 1**#. The Bank continues to

"#

focus on training its employees on a continuing basis, both on the 3ob 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 BankAs employee stock option scheme so far covers around +*** employees.

6:0EE EA6&E7 = 6:0EE 90E&T

"$

!t is more important for every organization to know about from where and where to spent money. And balanced between these two things rupee earned and rupee spent are re5uired for smooth running of business and financial soundness. This type of watch can control and eliminate the unnecessary spending of business. !n this diagram it include both things from where Bank earned 6upee and where to spent.

'7G( BA&8 earned from the H!nterest from AdvancesA 2"."- L, H!nterest from !nvestmentA 1#."1 L, bank earned commission exchange and brokerage of "2.12 L. These are the ma3or earning 9ources of the bank. Bank also earned from the Gorex and 7erivatives and some other !nterest !ncome. Bank spent /+.#2 L on !nterest Expense, /*.1# L on ;perating Expense and "-.2$ L on 0rovision. Bank also spent 7ividend and Tax on dividend, 4oss on !nvestment, Tax. As we discuss above that balancing is must between these two for every organization especially in the era of globalization where there are stiff competition among various market players.

"+

6E(E&T 7E?E4;0.E&T

The 6eserve Bank of !ndia has approved the scheme of amalgamation of Cen$u"i n Bank ; PunBa# -$dC with HDFC Bank -$dC with effect from .ay 1/, 1**$.

All the branches of (enturion Bank of 0un3ab will function as branches of '7G( Bank with effect from .ay 1/, 1**$. >ith 6B!As approval, all re5uisite statutory and regulatory approvals for the merger have been obtained.

The combined entity would have a nationwide network of ""%# branchesK a strong deposit base of around 6s.",11,*** crores and net advances of around 6s.$+,*** crores. The balance sheet size of the combined entity would be over 6s.",%/,*** crores.

.e"&e" <i$h Cen$u"i n Bank ; PunBa# -i!i$ed

1*

;n .arch 1#, 1**$, the shareholders of the Bank accorded their consent to a scheme of amalgamation of (enturion Bank of 0un3ab 4imited with '7G( Bank 4imited. The shareholders of the Bank approved the issuance of one e5uity share of 6s."*B= each of '7G( Bank 4imited for every 1+ e5uity shares of 6e. "B= each held in (enturion Bank of 0un3ab 4imited. This is sub3ect to receipt of Approvals from the 6eserve Bank of !ndia, stock exchanges and other re5uisite statutory and regulatory authorities. The shareholders Also accorded their consent to issue e5uity shares andBor warrants convertible into e5uity shares at the rate of 6s.",2/*."/ each to '7G( 4imited andBor other promoter group companies on preferential basis, sub3ect to final regulatory approvals in this regard. The 9hareholders of the Bank have also approved an increase in the authorized capital from 6s.-2* crores to 6s.22* crores.

0romoted in "++2 by 'ousing 7evelopment Ginance (orporation )'7G(,, !ndiaEs leading housing finance company, '7G( Bank is one of !ndiaEs premier banks providing a wide range of financial products and services to its over "" million customers across hundreds of !ndian cities using multiple distribution channels including a pan=!ndia network of branches, AT.s, phone banking, net banking and mobile banking. >ithin a relatively short span of time, the bank has emerged as a leading player in retail banking, wholesale banking, and treasury operations, its three principal business segments. The bankEs competitive strength clearly lies in the use of technology and the ability to deliver world=class service with rapid response time. ;ver the last "/ years, the bank has successfully gained market share in its target customer franchises while maintaining healthy profitability and asset 5uality.

As on .arch /", 1**$, the Bank had a network of #%" branches and ",+## AT.s in /1# cities. Gor the year ended .arch /", 1**$, the Bank reported a net profit of !&6 "2.+* billion )6s."2+*.1crore,,up /+./L, over the corresponding year ended .arch /", 1**#. As of .arch /", 1**$ total deposits were !&6 "**#.%+ billion,)6s."**,#%+ crore, up -#.2L over the corresponding year ended .arch /", 1**#. Total balance sheet size too grew by -%.*L to !&6 ",//".## billion )"//"## crore,. 4eading !ndian and international 0ublications have recognized the bank for its performance and 5uality.

1"

(enturion Bank of 0un3ab is one of the leading new generations 0rivate sector banks in !ndia. The bank serves individual consumers, small and medium businesses and large corporations with a full range of financial products and services for investing, lending and advice on financial planning. The bank offers its customers an array of wealth management products such as mutual funds, life and general insurance and has established a leadership HpositionA. The bank is also a strong player in foreign exchange services, personal loans, mortgages and agricultural loans. Additionally the bank offers a full suite of &6! banking products to ;verseas !ndians. ;n 1+th August 1**#, (enturion Bank of 0un3ab merged with 4ord 8rishna Bank )48B,, post obtaining all re5uisite statutory and regulatory approvals. This merger has further strengthened the geographical reach of the Bank in ma3or towns and cities across the country, especially in the 9tate of 8erala, in addition to its existing dominance in the northern part of the country. (enturion Bank of 0un3ab now operates on a strong nationwide franchise of -*- branches and -21 AT.s in "+* locations across the country, supported by employee base of over #,2** employees. !n addition to being listed on the ma3or !ndian stock exchanges, the BankAs shares are also listed on the 4uxembourg 9tock Exchange.

11

A('!E?E.E&T !& 1**+

:T! .G=(&B( T?"$ Ginancial Advisor Awards 1**+

Best 0erforming Bank

Business 9tandard Best Banker Award .r. Aditya 0uri, .7, '7G( Bank Ge Best Bank Awards = Best !nnovator of the year award for .7 .r. Aditya 0uri 1**+ = 9econd Best 0rivate Bank in !ndia = Best in 9trength and 9oundness Award Euro money Awards EBest Bank in !ndiaE 1**+ Economic Times Brand E5uity M &ielsen 6esearch annual survey .ost Trusted Brand = 6unner :p 1**+ Asia .oney Awards !BA Technology 1**+ 1**+ EBest 7omestic Bank in !ndiaE Banking EBest !T overnance Award = 6unner upE Awards EBest Trade Ginance Bank in !ndia for 1**+

lobal Ginance Award

!76BT Banking EBest !T overnance and ?alue 7eliveryE Technology Excellence Award 1**$ Asian Banker EAsian Banker Best 6etail Bank in !ndia Award 1**+ E Excellence in 6etail Ginancial 9ervices

1/

S,OT ANA-YSIS

STR+NGTH
6ight strategy for the right products. 9uperior customer service vs. competitors. reat Brand !mage 0roducts have re5uired

,+AKN+SS+S
9ome gaps in range for certain sectors. (ustomer training. 0rocesses and systems, etc .anagement cover insufficient. 9ectoral growth is constrained by low unemployment levels and competition for staff service staff needs

accreditations. 'igh degree of customer

satisfaction. ood place to work 4ower response time with

efficient and effective service. 7edicated workforce aiming at making a long=term career in the field.

1-

O'' "$uni$ies

Th"ea$s

0rofit margins will be good. (ould extend to overseas broadly. &ew specialist applications. (ould seek better customer deals. Gast=track basis. career development

4egislation could impact. reat risk involved ?ery high competition prevailing in the industry.

?ulnerable to reactive attack by ma3or competitors

opportunities on an industry=wide

4ack of infrastructure in rural areas could constrain investment.

An applied research centre to create opportunities for developing techni5ues to provide added=value services.

'igh volumeBlow cost market is intensely competitive.

12

OBD+CTIE+S OF TH+ STUDY

To know the customer satisfaction level and their perception regarding '7G( Bank. To know the customer awareness regarding the BankAs products.

To know the level of interest of customer regarding the different schemes of bank. To know the preference of customer regarding the extra services.

To know the problems of customer regarding bank.

1%

R+S+ARCH .+THODO-OGY
6esearch is a careful investigation or in5uiry especially through search for new facts in branch of knowledge< market research specifies the information. 6e5uired to address these issues< designs the method for collecting information< manage and implements the data collection process analyses the results and communicates the finding and their implications. 6esearch problem is the one which re5uires a researcher to find out the best solution for the given problem that is to find out the course of action, the action the ob3ectives can be obtained optimally in the context of a given environment.

R+S+ARCH D+SIGN
A framework or blueprint for conducting the research pro3ect. !t specifies the details of the procedures necessary for obtaining the information needed to structure andBor solve research problems. A good research design lays the foundation for conducting the pro3ect. A good research design will ensure that the research pro3ect is conducted effectively and efficiently. Typically, a research design involves the following components, or tasks<

7efine the information needed. 7esign the research. 9pecify the measurement and scaling procedures. (onstruct and present a 5uestionnaire or an appropriate form for data collection. 9pecify the sampling process and sampling size. 7evelop a plan of data analysis.

Da$a C llec$i n= @ The ob3ectives of the pro3ect are such that both primary and
secondary data is re5uired to achieve them. 9o both primary and secondary data was used for the pro3ect. The mode of collecting primary data is 5uestionnaire mode and sources of secondary data are various magazines, books, newspapers, M websites etc.

1#

". P"i!a"7 Da$a= The primary data was collected to measure the customer satisfaction
and their perception regarding '7G( Bank. The primary data was collected by means of 5uestionnaire and analysis was done on the basis of response received from the customers. The 5uestionnaire has been designed in such a manner that the consumerAs satisfaction level can be measured and consumer can enter his responses easily.

1. Sec nda"7 Da$a= The purpose of collecting secondary data was to achieve the
ob3ective of studying the recent trends and developments taking place in banking.

Sa!'le si:e N
"** customers were selected.

Sa!'lin& Uni$ F
urdaspur

Sa!'lin& TechniGue F
(onvenient sampling.

Anal7sis and In$e"'"e$a$i n

After the data collection, it was compiled, classified and tabulated manually and with help of computer. Then the task of drawing inferences was accomplished with the help of percentage and graphic method.

1$

*C

F " h < l n& 7 u a"e 'a"$ ; HDFC BankH

N C ; Res' nden$s
1* /# "1+ "**

Res' nse
4ess than % .onths 4ess than " Jear 4ess than 1 Jears .ore than 1 Jears Total

Ia&e ; Res' nden$s

1*L /#L "-L 1+L "**L

"#$ ")$

'($

%&$

*ess t an + ,ont s *ess t an " -ears

*ess t an ' -ear ,ore t an " -ears

In$e"'"e$a$i n=
Grom the above graph it is clear that ma3ority of the respondents are part of '7G( Bank from last one year i.e. /#LK 1+L of the respondents are part of '7G( Bank from last more than 1 yearsK 1*L respondents from % months and remaining "-L respondents are part of '7G( Bank for last two years.

1+

/C ,ha$ a"e "eas ns $ha$ a$$"ac$ 7 u $ #e a cus$ !e" ; $he #ankH

Res' nse
!mage Extra 9ervices 9ervices All of above

N C ; Res' nden$s
12 12 -2 2

Ia&e ; Res' nden$s

12L 12L -2L 2L

(/ (# %/ %# "/ "# '/ '# / # ima.e E0tra ser1ices ser1ices all of abo1e

ima.e

In$e"'"e$a$i n=
Grom the above graph it is clear that ma3ority of the respondents i.e. -2L are become part of '7G( Bank because of its servicesK 12L because of its imageK 12L because of its extra services and rest because of all the three factors.

/*

)C A"e 7 u a<a"e ; $he di;;e"en$ se"%ices ;;e"ed #7 HDFC BankH

Res' nse
Jes &o Total

N C ; Res' nden$s
+" + "**

Ia&e ; Res' nden$s

+"L +L "**L

)$

)'$
-es 2o

In$e"'"e$a$i n=
Grom the above graph it is clear that ma3ority of the respondents are aware of products and services offered by '7G( Bank i.e. +"L and +L respondents are not aware of services offered by '7G( Bank.

/"

JC D 7 u kn < a# u$ $hese ; ll <in& se"%ices ; $he #ankH

Res' nse
9aving aBc Gixed deposits (urrent aBc 7emat aBc (redit cards .utual funds 4oans

N C ; Res' nden$s
"** "** 2/ 2 12 "% +2

Ia&e ; Res' nden$s

"**L "**L 2/L 2L 12L "%L +2L

'"# '## 3# +# (# "# #

sa1in. a4c fi0ed deposits current a4c demat a4c credit cards mutual funds loans

In$e"'"e$a$i n=
Grom the above graph it is clear that ma3ority of the respondents are aware of saving aBc M G7As i.e. "**L.2/L are aware about current aBc, 2L demat aBc, 12L credit card, "%L mutual fund and +2L are aware of loans.

/1

(C ,hich ; $hese se"%ices a"e 7 u usin&H

Res' nse
9aving aBc Gixed deposits (urrent aBc 7emat aBc (redit cards .utual funds 4oans

N C ; Res' nden$s
%2 2$ -* / * "* -#

Ia&e ; Res' nden$s

%2L 2$L -*L /L *L "*L -#L

&# +# /# (# %# "# '# #

sa1in. a4c

sa1in. a4c fi0ed deposits current a4c demat a4c credit card mutual funds loans

In$e"'"e$a$i n=
Grom the above graph it is clear that ma3ority of the respondents are using saving aBc i.e. %2L.2$L are using G7As, -*L current aBc, /L demat aBc, *L credit card, "*L mutual fund and -#L are aware of loans.

//

1C ,hich ; $hese se"%ices a"e 7 u ;u"$he" in$e"es$ed inH

Res' nse
9aving aBc Gixed deposits (urrent aBc 7emat aBc (redit cards .utual funds 4oans

N C ; Res' nden$s
1* 1"* * * 1/ "+

Ia&e ; Res' nden$s

1*L 1-L "*L *L *L 1/L "+L

%# "/ "# '/ '# / # sa1in. a4c 56's current a4c demat a4c credit cards mutual funds loans

In$e"'"e$a$i n=
Grom the above graph it is clear that ma3ority of the respondents are interesting in G7As i.e. 1-L,1*L are interesting in saving aBc, -*L current aBc, 1/L mutual fund, "+L in loans and no body is interesting in credit cards and demat aBcAs.

/-

2C ,hich se"%ice ; $he #ank < uld 7 u "a$e $he #es$H

Res' nse
9aving aBc Gixed deposits (urrent aBc 7emat aBc (redit cards .utual funds 4oans

N C ; Res' nden$s
// -* "1 * * "* 2

Ia&e ; Res' nden$s

//L -*L "1L *L *L "*L 2L

(# %/ %# "/ "# '/ '# / #

In$e"'"e$a$i n=
Grom the above graph it is clear that //L of the respondent rate saving aBc, the best product. -*L said G7As are best. "1L said current aBc."*L said about mutual funds.2L said about loans and no one rate demat aBc M credit card.

sa1in. a4c 56's current a4c demat a4c credit cards mutual funds loans

/2

3C D 7 u kn < a# u$ $he +8$"a se"%ices #ein& '" %ided #7 $he #ankH

Res' nse
Jes &o

N C ; Res' nden$s
%+ -"

Ia&e ; Res' nden$s

%+L -"L

+)$

yes no

In$e"'"e$a$i n=
Grom the above graph it is clear that %+L of the respondents are known about the innovative services and the rest is unknown about it.

/%

4C ,hich ; $he ; ll <in& +8$"a se"%ice ; $he #ank < uld 7 u like $ & in ; "H
Res' nse
0hone banking AT. &et banking Bill payment &on of these All of these

N C ; Res' nden$s
2 %* "* "* 2 "*

Ia&e ; Res' nden$s

2L %*L "*L "*L 2L "*L

all of t ese non of t ese bill payment net bankin. 78, p one bankin.

"#

(#

+#

3#

In$e"'"e$a$i n=
Grom the above graph it is clear that 2L of the respondents would like to go for phone banking, %*L for AT.As, "*L for net banking, "*L for bills payment, 2L donAt want any innovative services and "*L want all these services.

*0C ,ha$ is 7 u" 'e"ce'$i n a# u$ $he se"%ice ; $he #ankH

/#

Res' nse
ood Average 0oor

N C ; Res' nden$s
/2 22 "*

Ia&e ; Res' nden$s

/2L 22L "*L

+# /# (# %# "# '# # Good 71era.e 9oor

In$e"'"e$a$i n=
Grom the above graph it is clear that /2L of the respondents found the service of '7G( Bank good, 22L found it average and "*L found it poor.

**C A"e 7 u sa$is;ied <i$h $he dealin& ; $he #ank ;;icialsH

/$

Res' nse
Jes &o To some extent

N C ; Res' nden$s
/* 12 -2

Ia&e ; Res' nden$s

/*L 12L -2L

(/ (# %/ %# "/ "# '/ '# / # 8: some e0tent -es 2:

In$e"'"e$a$i n=
Grom the above graph it is clear that /*L of the respondents are satisfied with the dealing of the bank officials, -2L are not fully satisfied and 12L are dissatisfied.

/+

*/C An7 '" #le! 7 u a"e ;acin& "e&a"din& $he #ankH

Res' nse
Timeliness (ustomer relationship !nfrastructure ;thers

N C ; Res' nden$s
#$ "1 "* *

Ia&e ; Res' nden$s

#$L "1L "*L *L

3# &# +# /# (# %# "# '# #

In$e"'"e$a$i n=
Grom the above graph it is clear that #$L of the respondent facing the problem of timeliness, "1L customer relationship and "*L of infrastructure.

8imeliness Customer relations ip Infrastrusture :t er

*)C H < likel7 a"e 7 u $ "ec !!end Bank se"%ices $ a ;"iend " c llea&ueH

-*

Res' nse
?ery unlikely 9omewhat unlikely &either likely nor unlikely 9omewhat likely ?ery likely

N C ; Res' nden$s
$ /* "# /2 "*

Ia&e ; Res' nden$s

$L /*L "#L /2L "*L

1ery unlikely somew at unlikely neit er likely nor unlikely somew at likely 1ery likely

In$e"'"e$a$i n=
Grom the above graph it is clear that $L of the respondents are unlikely to recommend the products of '7G( Bank to their friends and colleagues, /*L said somewhat unlikely, "#L said neither likely nor unlikely, /2L said somewhat likely and "*L said very likely.

*JC H < <ill 7 u "a$e $he HDFC Bank in !ain$ainin& & cus$ !e" "ela$i nshi'H

-"

Res' nse
ood Average 0oor

N C ; Res' nden$s
1* 2# //

Ia&e ; Res' nden$s

1*L 2#L //L

$#d A !"#g! good

In$e"'"e$a$i n=
Grom the above graph it is clear that 1*L of the respondents said '7G( Bank is good in maintaining customer relationship, 2#L said it is average and rest //L said it is poor in the maintenance.

*(C ,ha$ is 7 u" %e"all sa$is;ac$i n "a$in& <i$h u" #ankH

Res' nse N C ; Res' nden$s Ia&e ; Res' nden$s
-1

?ery dissatisfied 9omewhat dissatisfied &either satisfied nor dissatisfied ?ery satisfied 9omewhat satisfied

1 + 1" -$ 1*

1L +L 1"L -$L 1*L

Ratin. of t e company
!"% d&ss#'&sf&!d so(!)*#' d&ss#'&sf&!d n!&'*!" s#'&sf&!d !"% s#'&sf&!d '/# so(!)*#' s#'&sf&!d "' (3 "# ) " #
+

/#

'##

In$e"'"e$a$i n=
Grom the above graph it is clear that -$L of the respondents are very satisfied with the bank, 1*L are somewhat satisfied, 1"L are neither satisfied nor dissatisfied, +L are somewhat dissatisfied and 1L are very much dissatisfied with the bank.

FINDINGS OF TH+ STUDY

.a3ority of the customers are satisfied with '7G( Bank.

-/

.a3ority of the customers are aware of services and extra services offered by '7G( Bank. But not all the services.
+ + +

The ma3ority of the customers found services of the bank are average.

.a3ority of the respondents are found the bank is average in maintaining the good customer relationship. .a3ority of the respondent said that they are facing the problem of timeliness and rest are facing problem of customer relationship and infrastructure.
+

The perception of the ma3ority of the customer regarding the bank is good because ma3ority of the customers are satisfied with the bank and they also recommend the products of the bank.
+

The most preferable extra service is AT.As and the less preferable services are bills payment, net banking and phone banking.
+ +

The ma3ority of customers are more interested in G7As, mutual funds and saving

aBcs. The ma3ority of the customers are satisfied with the dealing of the officials upto some extent.
+ + +

.ain factor that attract customers towards bank is the services of the bank. 9ervices that are most used by the customer are saving aBc, G7As, current aBc and

loans.

SUGG+STIONS AND R+CO..+NDATIONS

--

+ + + + +

.ore stress should give on the advertisement and promotional activities. The Bank should make some efforts to improving good relationship with customer. The bank should enhance their services according to the needs of the customer. The bank makes its procedures less time consuming.

The bank should make effort to aware the customers about their all the extra services.

-I.ITATIONS OF TH+ STUDY

-2

!t is said, C&othing is perfectD and if the 5uite is true, ! am sure that there would be few shortcoming in this pro3ect also. 9incere efforts have been made to eliminate discrepancies as far as possible but few would have reminded due to limitations of the study. These are< The research was carried out in a short period. 4imited sample size. The information given by the respondent might be biased some of them might not be interested to given correct information. 9ome of the respondents of the survey were unwilling to share information.

-%

CONC-USION
At the end ! would like to conclude that The !ndian banking market is growing at an astonishing rate, with Assets expected to reach :9@" trillion by 1*"*. '7G( bank had a network of ","-1 branches And /,1+2 automated teller machines in 21$ cities in !ndia.. The ma3ority of customers are satisfied. But the bank should target on the rest of the customers who are not satisfied. The customers are aware about the bankAs services but the Bank should try to create more awareness among people. '7G( Bank should lay more stress on advertisements, both in print as well as in other media for this purpose. &umber of formalities should reduce, as customer feels irritated with lots of formalities and it will save the time of customer and Bank also.

-#

BIB-IOGRAPHY
www.bnknetindiaBcomBbankingBfinance http<BBen.wikipedia.orgBwikiBbankingfinancialcompany www.hdfcbank.com www.hdfcbankBproductsBfinance www.google.com www.iloveindia.com.

-$

KU+STIONNAIR+
2ame ;;;;;;;;;;;;;;;;;;;;;; Gender ;;;;;;;;;;;;;;;;;;;;; 7nnually Income ;;;;;;;;;;;;; 7.e ;;;;;;;;;;;;;;;;;;;;;;; :ccupation ;;;;;;;;;;;;;;;;; e-mail ;;;;;;;;;;;;;;;;;;;;;

7ddress ;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;;

".

Gor how long you are part of '7G( BankP 4ess than % .onths 4ess than 1 Jears ) , ) , 4ess than " Jear .ore than 1 Jears ) , ) ,

1. >hat are reasons that attract you to be a customer of the bankP a, its image b, its service c, products d, all of the above /. ) , ) , ) , ) ,

Are you aware of the different services offered by '7G( BankP Jes ) , &o ) ,

-+

-. 7o you know about these services of the banking industryP a, 9avings aBc b, Gixed deposits c, (urrent aBcAs d, 7emat aBcAs e, (redit card f, !nsurances g, .utual funds h, 4oans JesBno yesBno yesBno yesBno yesBno yesBno yesBno yesBno

2. >hich of these products are you usingP a, 9avings aBc b, Gixed deposits c, (urrent aBc d, 7e=mat aBc e, (redit card aBc f, !nsurance g, .utual finds h, 4oans yesBno yesBno yesBno yesBno yesBno yesBno yesBno yesBno

%. >hich of these products are you more interested inP a, 9avings aBc B, Gixed deposits c, (urrent aBc yesBno yesBno yesBno

2*

d, 7e=mat aBc e, (redit card aBc f, !nsurance g, .utual finds h, 4oans

yesBno yesBno yesBno yesBno yesBno

#. >hich services of the banks would you rate the bestP a, 9aving aBc b, Gixed deposits c, (urrent aBc d, 7e=mat aBc e, (redit card aBc f, !nsurance g, .utual finds h, 4oans

$. 7o you know about the extra services being provided by the bankP a, Jes b, &o

2"

+. >hich of the following extra service of the banks would you 4ike to go in forP a, 0hone banking b, AT. c, &et banking d, .obile banking e, Bill payment f, &one of these g, All of these ) , ) , ) , ) , ) , ) , ) ,

"*. >hat is your perception regarding the service of the bankP a, ood ) , ) , ) ,

b, Average c, 0oor

"". Are you satisfied with the dealing of the bank officialsP a. Jes b. &o c. To some extend ) , ) , ) ,

"1. Any problem you are facings regarding the bankP Timeliness ) , (ustomer relationship ) , !nfrastructure ) , ;thers ) ,

21

"/. 'ow likely are you to recommend Bank services to a friend or colleagueP )", ?ery unlikely )1, 9omewhat unlikely )/, &either likely nor unlikely )-, ?ery likely )2, 9omewhat likely ) ) ) ) ) , , , , ,

"-. 'ow will you rate the '7G( Bank in maintaining good customer relationshipP )", ood ) , )1, Average ) , )/, 0oor ) , "2. >hat is your overall satisfaction rating with our companyP )", ?ery dissatisfied ) , )1, 9omewhat dissatisfied ) , )/, &ether satisfied nor dissatisfied ) , )-, ?ery satisfied ) , )2, 9omewhat satisfied ) ,

Thanks ; " 'a"$ici'a$in& in $he su"%e7C

2/