A

Project report

On
“IN WHICH AREA MORE FOCUS MARKETING ”

UNDERTAKEN IN

Under the Supervision of: Submitted By:

Mr.Pawan Bajpai Maqsood Husain
(Sales Manager) MBA- 2008-2010
Reg. No.-8756530

Academy of technology & Management

DELHI
JUN 2010
 CERTIFICATE
This is to certify that the project report at
HDFC BANK LTD. NEW DELHI
Submitted in partial fulfillment of the requirements for the award of
The degree of
MASTER OF BUSINESS ADMINISTRATION
(Industry Integrated)
TO
MADURAI KAMRAJ UNIVERSITY, MADURAI
Is record of bonafide Training carried out by
MAQSOOD HUSAIN
Under my supervision and guidance and that no part of this report
has
Been submitted for the award of any other Degree/Diploma/
Fellowship or similar titles or prizes.

FACULTY GUDIE
Signature:-
NAME:- Prof. Shameena Gupta (MBA, MCA)
Seal of the Learning center
 DECLARATION
I hereby declare that I have carried out Summer Training Project on the
topic entitled

“HDFC BANK”

Under the guidance of

Prof. SAMEENA GUPTA

Submitted in partial fulfillment of the requirement for

the

Degree of

MASTER OF BUSINESS ADMINISTRATION

(Industry Integrated)

MADURAI KAMRAJ UNIVERSITY, MADURAI

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.

Maqsood Husain

Reg.NO:- A8756530

Acknowledgement
I, Maqsood Husain, MBA Student in ATM, New Delhi is highly
grateful to all those who guided me in completing this project.

First of all, I would like to pay my heartiest thanks to entire team of

HDFC BANK especially Mr. PAWAN BAJPAI, Sales 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 ATM, New
Delhi, who gave me the useful tips and suggestions regarding project. I
would like to thanks my project manager, prof. Shameena Gupta 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.

MAQSOOD HUSAIN
(MBA08-10)
 CONTENTS

CHAPTER PARTICULARS

Chapter 1 Introduction
1.1 The Topic
Reason for Selection of this
1.2 Topic
1.3 Importance to The Company
1.4 Learning from the Study

Chapter 2 Organization Profile

2.1 Company History
2.2 Product Scope
2.3 Product and Services at a glance
2.4 Milestones in the history
2.5 Merger
2.6 Quality Policy

Research objective and Scope of

Chapter 3 research
3.1 Problem Definition
3.2 Objective of research project
3.2.1 Primary Objective
3.2.2 Secondary Objective
3.3 Product Scope

Research Methodology and

Chapter 4 Limitations
4.1 Research Plan
4.1.1 Preliminary Investigation
 4.1.2Exploratory Study
4.2Research Design
4.2.1Developing the research plan
4.2.2Collection of data
4.3Sampling plan
4.4Sample Size
4.5Data collection instrument
development
4.6 Research limitations

Chapter 5 Data analysis, Interpretations

and Presentation

Chapter 6 Conclusions and Suggestions

6.1 Conclusions
6.2 Suggestions

Chapter 7 Limitations
ANNEXURES
BIBLIOGRAPHY
CHAPTER 1- INTRODUCTION

1.1 THE TOPIC: “IN WHICH AREA MORE FOCUS

MARKETING OR OPERATION”

At HDFC Bank, I was assigned with the topic as “In Which Area more
focus Marketing or Operation” 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.

1.2 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.

1.3 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.

1.4 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.

CHAPTER 2-ORGANIZATION PROFILE

2.1 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 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 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'.

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.
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.
 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:

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.
DEPARTMENT

Welcome Desk

Personal Banker

Teller

Relationship Manager

Branch Manager

Demat

Others
HUMAN RESOURCES

The Bank’s 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 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.

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 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.
2.2 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:

• Accounts and deposits.

• Loans.
• Investments and Insurance.
• Forex and payment services.
• Cards.
• Customer center.

2.3 PRODUCTS AND SERVICES AT A GLANCE

1. PERSONAL BANKING SERVICES

A. Accounts & Deposits

Savings Account

• Regular Savings Account

• Savings Plus Account
• Savings Max Account
 • 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
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
• 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
• 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
• 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
2.4 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 'Best IT Governance Award -

Awards 2009 Runner up'

Global Finance Award 'Best Trade Finance Bank in

India for 2009

IDRBT Banking 'Best IT Governance and

Technology Excellence Value Delivery'
Award 2008

Asian Banker Excellence 'Asian Banker Best Retail

in Retail Financial Services Bank in India Award 2009 '
2008

Finance Asia Country 'Best Bank and Best Cash

Awards for Achievement Management Bank'
2008
CNN-IBN 'Indian of the Year (Business)'
Nasscom IT User Award 'Best IT Adoption in the Banking
2008 Sector'
Business India 'Best Bank 2008'
Forbes Asia Fab 50 companies in Asia Pacific
Asian Banker Excellence Best Retail Bank 2008
in Retail Financial Services
Asiamoney Best local Cash Management Bank Award
voted by Corporates
Microsoft & Indian Security Strategist Award 2008
Express Group
World Trade Center Award For outstanding contribution to
of honour international trade services.
Business Today-Monitor One of India's "Most Innovative
Group survey Companies"
Financial Express-Ernst & Best Bank Award in the Private
Young Award Sector category
Global HR Excellence 'Employer Brand of the Year 2007
Awards - Asia Pacific -2008' Award - First Runner up, &
HRM Congress: many more
Business Today 'Best Bank' Award

2007
Dun & Bradstreet – 'Corporate Best Bank' Award
American Express
Corporate Best Bank
Award 2007
The Bombay Stock 'Best Corporate Social
Exchange and Nasscom Responsibility Practice' Award
Foundation's Business for
Social Responsibility
Awards 2007
Outlook Money & NDTV Best Bank Award in the Private sector
Profit category.
The Asian Banker Best Retail Bank in India
Excellence in Retail
Financial Services Awards
Asian Banker Our Managing Director Aditya Puri wins
the Leadership Achievement Award for
India

2.5 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. 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.”

2.6 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 “ONE FOR
ALL AND ALL FOR ONE” TEAM WORK JOY AND SIMPLICITY

CHAPTER 3- RESEARCH OBJECTIVES AND SCOPE OF

RESEARCH PROJECT

3.1 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.
3.2 OBJECTIVES OF RESEARCH PROJECT:

3.2.1 PRIMARY OBJECTIVES:

• To acquire new customer by convincing them and to promote the

benefits of those which are provided by the bank.
• To find the different way of convincing customers.
• To study brand image of the bank.
• To increase the business of the bank.

3.2.2 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.

3.3 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.

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.

4.1 RESEARCH PLAN:

4.1.1. 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.

4.1.2. EXPLORATORY STUDY:

To determine the approximate area where the problem lies.

4.2 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.

4.2.1 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.

4.2.2 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.

4.3 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.
• Research Instrument: Structured
Questionnaire.
• Contact Method: Personal Interview.
4.4 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.

4.5 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.

4.6 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

Q1.Your Age?
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?

• 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
• 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.
• 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
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
• 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.
• 59% respondents are not known about HDFC Bank’s recruitment
policies related to personal banker.
CHAPTER 6- CONCLUSIONS AND SUGGESTIONS

6.1 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.
6.2 SUGGESTIONS:

Finally some recommendations for the company are as fallows:-

• 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 & Banners.

3. Stalls in Trade Fares 4. Distribution of leaflets containing details
information.

Other facilities must be provide to the customer:

• The bank should provide life time valid ATM card to all its
customers.
• 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.
• The company should provide a pass book to all its customers.
• Make people understand about the various benefits of its products.

• Company should organize the program in the society, so that

people will be aware about the company and different products of
the bank.
• 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:
• The project was constrained by time limit of two months.
• Mindset of people may very depending upon their age, gender,
income etc.
• Getting appointment from the concern person was very difficult.
• 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 & positive interaction, them
to answer all the questions properly.
ANNEXURES

1. QUESTIONNAIRE

DearSir/Madam,
Name:
………………………………………………………………………..
Address:
……………………………………………………………………..
Contact No :®………………( O)……………… (M)
………………………
City: ………...............Pin: ………………….State:
………………………
I am a student of Mangalmay Institute of Management Studies presently
doing a project on“IN WHICH AREA MORE FOCUS
MARKETING OR OPERATION”.I request you to kindly fill the
questionnaire below and I assure you that the data generated shall be
kept confidential.
1. Your Age: ____________________
2. Education Qualification.
1. Undergraduate □
2. Graduate □
3. Postgraduate □
3. Marital Status .
• Married □
• Single □
No. of Children: __________

4. Number Of year’s Are You in Gorakhpur.

• Less than five year’s □
• More than five year’s □
5. Occupation.
• Business
• Profession
• Service
(Please mention below the type of business/profession you are in incase
of service please mention your organization name and designation)

6.Your annual household income.

• <than 2 lack □
• Between 2 to 5 lack □
• Between 5 to 8 lack □
• >than 8 lack □

7. What is your perception about different products and services offered

by HDFC Bank?

• Lucrative □
• Not lucrative □
• No idea □

9. Do you want to open an savings account with HDFC Bank?

• Lucrative □
• Not lucrative □
• No idea □

10. Do you have all the documents which are required to open an
account?
• Yes □
• No □
11. Are you aware of that HDFC Bank provide you free phone banking
& net banking services. If you open a new savings account with HDFC
bank?
• yes □
• No □

12. Are you aware of different terms and conditions which are very
much essential to maintain an account at HDFC Bank?
• Yes □
• No □

13. Do you know about HDFC Bank’s recruitment policies related to

personal banker?
• Yes □
• No □

Date:
Place: Signature

Thank You
BIBLIOGRAPHY

1. BOOKS

Marketing Management (10th Edition), Marketing Management (3rd

Edition), Research Methodology (2nd Edition), Research
rd
Methodology(3 Edition).

AUTHORS: Philip Kotler ,V.S. Ramaswamy, C.R.Kothary, S.P.

Kasande

2. NEWS PAPERS • Times of India • Financial Express

3. WEBSITES
www.hdfcbank.com, www.google.com