Project Undertaken at HDFC Bank LTD: Segmentation and Penetration

Segmentation and Penetration
Project Undertaken at HDFC Bank Ltd
Project Mentor:
Mr Krishan Singh (Branch Manager)

HDFC Bank Ltd. Saneta,Mohali.
Report Submitted in Partial Fulfilment of the Requirements for Award Of

MASTERS IN BUSINESS ADMINISTRATION (MBA) 2018-2020
By-
Harmanjit Singh Dhillon
MBA General, University Business School,
Panjab University, Chandigarh
ACKNOWLEDGEMENT
I wish to express my gratitude to HDFC Bank Ltd. for giving me an opportunity to be a part
of their esteemed organization and enhance my knowledge by giving me opportunity to do
summer training project under their guidance.
I express my gratitude to my project guide Mr. Krishan Singh, Branch Manager, HDFC
Bank, Saneta, Mohali. His able guidance at each step of the project helped me to broaden
my outlook on the project and in successful completion of the project.
I Wish to express my sincere Gratitude to Mr Jatinder Singh, Personal Banker
Authoriser, HDFC Bank for his support and guidance all throughout my internship. I would
also like to thank Mr Rattan Singh, Cluster head, for the motivation given by him to
perform the project with full sincerity and perseverance.
I express my deep sense of gratitude and reverence for my parents, friends and the Branch
Staff for their endless love, guidance, moral support, encouragement and untiring cooperation
throughout my study and work, without which this work would never have been completed.
Regards,
MBA
University Business School, Panjab University
Chandigarh
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DECLARATION
I, hereby declare that this project-"Segmentation and Penetration" has been submitted in
the partial fulfilment of the requirements for the award of the degree of MBA in Marketing
and Finance. It is my original work and not submitted for the award of any degree,
fellowship, diploma, or any other similar title or prizes.
An attempt has been made by me to provide all relevant and important details regarding the
topic to support the theoretical edifice with concrete research evidence. This will be helpful
to establish good practices required for the completion of the project entitled to me.
I hope that this project will be beneficial to the Organization.
Place: Chandigarh Name :

UBS, Panjab University
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CONTENTS
Introduction............................................................................................................................6
History of Banking in India:..................................................................................................6
Types Of Banks :....................................................................................................................7
1) Reserve Bank of India (RBI).........................................................................................8
2) Scheduled Banks............................................................................................................8
3) Commercial Banks.........................................................................................................8
4) Co-operative Banks.......................................................................................................8
5) Regional Rural Banks....................................................................................................9
6) Payments Bank..............................................................................................................9
7) Small Finance Bank.......................................................................................................9
Role of Banks in the Development of Indian Economy:.........................................................10
Recent Challenges faced by Banks:.........................................................................................10
Asset quality.........................................................................................................................10
Capital adequacy..................................................................................................................11
Unhedged forex exposure....................................................................................................11
Employee and technology....................................................................................................11
Balance Sheet management.................................................................................................12
Major Players...........................................................................................................................12
About the company..................................................................................................................13
Key Highlights.....................................................................................................................14
Financial Highlights.............................................................................................................15
Business Focus:....................................................................................................................18
Businesses:...........................................................................................................................18
Whole Sale Banking.........................................................................................................18
Treasury...........................................................................................................................18
Retail Banking..................................................................................................................19
Acquisitions.........................................................................................................................19
Times Bank......................................................................................................................19
Centurion Bank of Punjab................................................................................................19
HDFC Bank Limited Porter’s Five Forces Analysis...............................................................20
Awards and Achievement – Banking Services........................................................................24
Board Of Directors...................................................................................................................26
Management.............................................................................................................................27
Technology...............................................................................................................................28
Weekly Report.........................................................................................................................28
REPORT OF WEEK 1.........................................................................................................29
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REPORT OF WEEK 2.........................................................................................................35

Welcome Desk Management...........................................................................................35
Learnt about VPP program of HDFC Bank.....................................................................36
REPORT OF WEEK 3.........................................................................................................37
Lobby Management.........................................................................................................37
Scoping.............................................................................................................................37
Google Form being filled by walk-ins.............................................................................37
Started reading about Segmentation and Penetration .....................................................37
REPORT OF WEEK 4.........................................................................................................38
Initiated Scoping of Taj Towers and Emaar....................................................................38
Activating netbanking for walk-ins..................................................................................38
Started Commercial Scoping of Petrol Pumps and other Businesses for current account.
..........................................................................................................................................39
REPORT OF WEEK 5.........................................................................................................39
Visited Religious Place the gurudwara next to the branch as a part of scoping..............39
Started Residential Scoping of villages...........................................................................39
Pitched customers about hdfc Products...........................................................................39
REPORT OF WEEK 6.........................................................................................................39
Scoping of Doctors clinic and Police station...................................................................39
Generated Leads (PL in 10 seconds)................................................................................39
Continued Scoping for Restaurants and Dhabas..............................................................40
REPORT OF WEEK 7.........................................................................................................40
Scoping of Living India -News Channel and other private companies like Gilco and
Sunny...............................................................................................................................40
Project- “Segmentation And Penetration” and Market Scoping..............................................40
Hdfc Bank Saneta Branch Scoping..........................................................................................41
Commercial Catchment........................................................................................................44
Residential Catchment.........................................................................................................48
Already Account Holding Customers..............................................................................49
Results from Google Form.......................................................................................................50
Annexure..................................................................................................................................56
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INTRODUCTION
A bank is a financial institution that accepts deposits from the public and creates credit.

Lending activities can be performed either directly or indirectly through capital markets. Due
to their importance in the financial stability of a country, banks are highly regulated in most
countries. Most nations have institutionalized a system known as fractional reserve banking
under which banks hold liquid assets equal to only a portion of their current liabilities. In
addition to other regulations intended to ensure liquidity, banks are generally subject
to minimum capital requirements based on an international set of capital standards, known as
the Basel Accords.
HISTORY OF BANKING IN INDIA:
Banking in India, in the modern sense, originated in the last decades of the 18th century.
Among the first banks were the Bank of Hindustan, which was established in 1770. The
largest bank, and the oldest still in existence, is the State Bank of India (S.B.I). It originated
as the Bank of Calcutta in June 1806. In 1809, it was renamed as the Bank of Bengal. This
was one of the three banks funded by a presidency government, the other two were the Bank
of Bombay and the Bank of Madras. The three banks were merged in 1921 to form
the Imperial Bank of India, which upon India's independence, became the State Bank of
India in 1955. In 1960, the State Banks of India was given control of eight state-associated
banks under the State Bank of India (Subsidiary Banks) Act, 1959. These are now called
its associate banks. In 1969 the Indian government nationalized 14 major private banks. In
1980, 6 more private banks were nationalized. These nationalized banks are the majority of
lenders in the Indian economy.
The Indian banking sector is broadly classified into scheduled banks and non-scheduled
banks. The scheduled banks are those included under the 2nd Schedule of the Reserve Bank
of India Act, 1934. The scheduled banks are further classified into: Nationalized banks; State
Bank of India and its associates; Regional Rural Banks (RRBs); foreign banks; and other
Indian private sector banks. The term commercial banks refers to both scheduled and non-
scheduled commercial banks regulated under the Banking Regulation Act, 1949.
Indian banking industry has recently witnessed the roll out of innovative banking models like
payments and small finance banks. The central bank granted in-principle approval to 11
payments banks and 10 small finance banks in FY 2015-16. RBI’s new measures may go a
long way in helping the restructuring of the domestic banking industry.
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TYPES OF BANKS :
Reserve Bank of India
Schedule Banks Non-Schedule

Banks
State co-op Commercial Central co-op

Banks Banks Banks and
Primary Cr. Commercial Banks
Societies
Indian Foreign
Public Sector Private Sector HDFC, ICICI

Banks Banks etc.
ICICI etc.
State Bank of India Other Nationalized Regional Rural

and its Subsidiaries Banks Banks
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1) Reserve Bank of India (RBI)
The Reserve Bank of India (RBI) is India's central banking institution, which controls

the monetary policy of the Indian rupee. It commenced its operations on 1 April 1935 during
the British Rule in accordance with the provisions of the Reserve Bank of India Act, 1934.
The original share capital was divided into shares of 100 each fully paid, which were initially
owned entirely by private shareholders. Following India's independence on 15 August 1947,
the RBI was nationalised on 1 January 1949.
A Central Bank is an independent apex monetary authority which regulates banks and
provides important financial services like storing of foreign exchange reserves, control of
inflation, monetary policy report. A Central Bank is known by different names in different
countries. The functions of a Central Bank vary from country to country and are autonomous
or quasi-autonomous body and perform or through another agency vital monetary functions
in the country.
2) Scheduled Banks
By definition, any bank which is listed in the 2nd schedule of the Reserve Bank of India Act,
1934 is considered a scheduled bank. The list includes the State Bank of India and its
subsidiaries (like State Bank of Travancore), all nationalised banks (Bank of Baroda, Bank of
India etc), regional rural banks (RRBs), foreign banks (HSBC Holdings Plc, Citibank NA)
and some co-operative banks. These also include private sector banks, both classified as old
(Karur Vysya Bank) and new (HDFC Bank Ltd).To qualify as a scheduled bank, the paid up
capital and collected funds of the bank must not be less than Rs5 lakh.
3) Commercial Banks
According to the RBI, “Commercial Banks refer to both scheduled and non-scheduled
commercial banks which are regulated under Banking Regulation Act, 1949.” Commercial
banks operate on a ‘for-profit’ basis. They primarily engage in the acceptance of deposit and
extend loans to the general public, businesses and the government.
4) Co-operative Banks
Co-operative banks operate in both urban and non-urban areas. All banks registered under the
Cooperative Societies Act, 1912 are considered co-operative banks. These are banks run by
an elected managing committee with provisions of members’ rights and a set of “communally
developed and approved bylaws and amdendments.” Unlike commercial banks, who are
driven by profit, co-operative banks work on a “no profit, no loss” basis. These are regulated
by the Reserve Bank of India under the Banking Regulation Act, 1949 and Banking Laws
(Application to Co-operative Societies) Act, 1965.
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5) Regional Rural Banks
Regional Rural Banks or RRBs, simply put, serve the rural areas and agricultural sectors with
basic banking and adequate financial services. They were set up in 1975, based on the
recommendations of a committee. Based in Moradabad, Prathama Bank, established on 2
October 1975, is the first RRB to open in India. It was sponsored by Syndicate Bank. The
RRBs are owned by the central government (50%), the state government (15%) and the
sponsor bank (35%). Several commercial banks have sponsored RRBs. Prominent examples
include the Maharashtra Gramin Bank (sponsored by the Bank of Maharashtra) and the
Himachal Gramin Bank (sponsored by Punjab National Bank). RRBs were set up to eliminate
other unorganized financial institutions like money lenders and supplement the efforts of co-
operative banks.
6) Payments Bank
Payments banks are a new model of banks conceptualized by the Reserve Bank of

India (RBI). These banks can accept a restricted deposit, which is currently limited to ₹1 lakh
per customer and may be increased further. These banks cannot issue loans and credit cards.
Both current account and savings accounts can be operated by such banks. Payments banks
can issue services like ATM cards, debit cards, net-banking and mobile-banking. Airtel has
launched India's first live payments bank. Paytm is the second such service to be launched in
the country. India Post Payments Bank is the third entity to receive payments bank permit
after Bharti Airtel and Paytm. Aditya Birla group earned payments bank permit on 3 March
2017.
7) Small Finance Bank
Small finance banks are a type of niche banks in India. Banks with a small finance bank
license can provide basic banking service of acceptance of deposits and lending. The aim
behind these to provide financial inclusion to sections of the economy not being served by
other banks, such as small business units, small and marginal farmers, micro and small
industries and unorganized sector entities.
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ROLE OF BANKS IN THE DEVELOPMENT OF INDIAN ECONOMY:
In the modern economic system, banks play a very important role in economic development.
Commercial banks, which are an important part of the financial system of the country,
perform the following important functions:
· Commercial banks are encouraging people to save.
· Mobilising the savings for the purpose of investments in various sectors of the
economy.
· Through the Co-ordinating function between savings and investments, Commercial

banks help the process of capital formation.
· The creation credit, if it is used for production purposes, greatly enlarge production
and involvement and thus promotes economic growth.
· Commercial banks are of great assistance in foreign trade.
· Commercial banks promote balanced regional development in the country by

providing essential financial infrastructure and funds for backward regions.
· By providing agricultural credit, Commercial banks also help to promote primary

sectors.
· Commercial banks help in expanding the size of the market.
· Commercial banks help the government to fulfill almost every objective of planned
economic development.
RECENT CHALLENGES FACED BY BANKS:
ASSET QUALITY
The biggest risk to India's banks is the rise in bad loans. The slowdown in the economy
in the last few years led to a rise in bad loans or non-performing assets (NPAs). These
are loans which are not repaid back by the borrower. They are, thus, a loss for the bank.
Net NPAs amount to only 2.36% of the total loans in the banking system. This may not
seem like an alarming figure. However, it does not take into restructured assets - when
a borrower is unable to pay back and the bank makes the loan more flexible to be paid
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back over a longer period of time. Restructured assets too put pressure on a bank's
profitability. Together, such stressed assets account for 10.9% of the total loans in the
system. And these are just loans which are identified as stressed assets. 36.9% of the
total debt in India is at risk, according to an IMF report. Yet, banks have capacity to
absorb only 7.9% loss. So, if these debts turn bad too, banks will face major losses.
CAPITAL ADEQUACY
One way a bank tries to ensure it is protected from bad loans is by setting aside money
as a 'provision'. This money cannot be used for any other purposes including lending.
As a result, banks have lower capital available to use for its various operations. The
Capital Adequacy Ratio measures how much capital a bank has. When this falls, the
bank has to borrow money or use depositors' money to lend. This money, however, is
riskier and costlier than the bank's own capital. For example, a depositor can withdraw
his/her money any time they want. So, a fall in CAR (often called as CRAR or Capital
to Risk Assets Ratio) is worrisome. In the last few years, CRAR has declined steadily
for Indian banks, especially for public-sector banks. Moreover, banks are not able to
raise money easily, especially public-sector banks which have higher number of bad
loans. If banks do not shore up their capital soon, some could fail to meet the minimum
capital requirement set by the RBI. In such a case, they could face severe issues.
UNHEDGED FOREX EXPOSURE
"The wild gyrations in the forex market have the potential to inflict significant stress in
the books of Indian companies who have heavily borrowed abroad," Mundra said in his
speech. This stress can affect their ability to pay back debt to Indian banks. As a result,
the RBI wants banks to ensure companies they lend to do not expose themselves to
unnecessary debt in dollars.
EMPLOYEE AND TECHNOLOGY
Public-sector banks are seeing more employees retire these days. So, younger
employees are replacing the elder, more-experienced employees. This, however,
happens at junior levels. As a result, there would be a virtual vacuum at the middle and
senior level. "The absence of middle management could lead to adverse impact on
banks' decision making process as this segment of officers played a critical role in
translating the top management's strategy into workable action plans," the deputy
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governor said. Moreover, banks - especially government-owned banks - need to

embrace technology to offer better products. This will also help make banks more
efficient.
BALANCE SHEET MANAGEMENT
In the past few years, many banks have tried to delay setting aside money as provisions
(for future bad loans). One reason for this is that a bank's chief executives have a short
tenure, during which time they want to post higher net profits and cheer investors. "It
must be appreciated that CEOs/ CMDs would come and go but the institutions are
perpetual entities. The only thing which can perpetuate their existence is a stronger and
healthier balance sheet," Mundra said. Deferring provisioning is harmful in the long
term. It reduces the bank's ability to withstand financial pressures. This is even more
problematic considering the poor capital adequacy in Indian banks. In fact, investors
would be more happy if the management addresses and sorts out problems rather than
posting high net profits that cannot be sustained in the long term, the deputy governor
said.
MAJOR PLAYERS
1. State Bank of India- SBI is the second most-

valued bank in India It and is perhaps the most trusted one, being a state-owned bank.
The bank has a strong network of over 13,000 branches spread across the nation and
has about 190 foreign offices in 36 countries. It is also one of the largest employers in
the country and provides employment to over 220,000 personnel. SBI manages assets
worth about USD 390 billion in all.
2. HDFC Bank- HDFC Bank is the leader in the
private sector banking. The bank has a strong network of 5,103 branches in 2,748
cities as of March 2019. To facilitate NRI banking, the bank also has overseas
branches in Bahrain, Hong Kong, Abu Dhabi, Kenya and Dubai. HDFC Bank has
over 13,160 ATMs and a customer base of over 28 million.
3. ICICI Bank- ICICI Bank has a customer base of
over 2.5 million and boasts of an extensive network of 4050 branches across the
country. With 12,475 ATMs and assets worth USD 99 billion, the bank is currently
celebrating 60 years of existence. ICICI was formed as a World Bank initiative in
1955.The bank is headquartered in Vadodara, Gujarat and has an international
presence in 19 countries.
4. Axis Bank-Market capitalization of about INR
134,685.68crore, Axis Bank takes its place at the fourth position among Indian banks.
Founded in 1994 as UTI Bank, Axis Bank now has a network of 2402 domestic
branches and 12922 ATMs spread across the nation. The bank also has seven
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international offices including the ones in Hong Kong, Singapore, Colombo, Dubai,
Abu Dhabi, and Shanghai. Axis Bank employs over 37,901 employees and is reported
to have net assets worth about USD 53 billion. Apart from retail banking, Axis Bank
also operates in NRI Services, Investment banking and treasury operations and
corporate banking.
5. Bank of Baroda- Bank of Baroda is another large
PSU banking company in India. The bank is estimated to have over 5193 branches
and 38,737 employees. With a significant presence in about 25 countries, the Bank of
Baroda balances out NRI services with rural and agricultural finance. The bank is one
of the major banking operators in India’s rural sectors.
6. Punjab National Bank-Founded in 1894, Punjab
National bank is one of the oldest banks in India. Unlike most Indian banks that have
their headquarters in Mumbai or Gujarat, the Punjab National Bank has its
headquarters in Delhi. Like other PSU banks, the bank has a major focus on
agricultural and rural financing but also has a widespread international presence. The
bank has 8.9 crore customers, 6081 branches in India and abroad and a network of
6940 ATMs spread across the country.
7. Canara Bank- Canara Bank is another PSU that
has made its mark in the Indian banking sector with a market capitalization of about
INR 18630.10 crore. Nationalized in 1976, the bank has a network of about 3600
branches spread across the country. With 7599 ATMs, the bank is among the first
PSUs in the country to emphasize on e-banking and online services. Apart from
commercial banking, Canara Bank has also become a strong provider of corporate
banking services in India.
8. Kotak Mahindra Bank- Kotak Mahindra Bank is
currently poised for a spectacular growth due to an all-stock merger with ING Vysya
Bank. Kotak Mahindra shall now become the fourth largest private bank in the
country in terms of the business done. The combined banking company will now have
a network of 1,214 branches across the country. The bank is likely to have an
employee strength of about 30,000 after the merger. The combined market
capitalisation is estimated to be about INR 1.25 lakh crore.
ABOUT THE COMPANY

HDFC Bank Limited (Housing Development Finance Corporation) is an Indian banking
and financial services company headquartered in Mumbai, Maharashtra. HDFC Bank is the
second largest private bank in India as measured by assets. It is the largest bank in India by
market capitalization as of February 2016.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 RBI's liberalisation of the
Indian Banking Industry in 1994.
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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. It was ranked 58th among India’s most trusted brands
according to Brand Trust Report, 2015.In 1992, HDFC Bank Limited was incorporated, with
its registered office in Mumbai, India. Its first corporate office and a full service branch at
Sandoz House, Worli was inaugurated by the then Union Finance Minister, Dr. Manmohan
Singh.
It operates in 5,103 branches in 2,748 cities which are linked on an online real-time basis.
The Bank has a network of 13,160 ATMs across India.
KEY HIGHLIGHTS
NET PROFIT
21,078 crore
Net profit-An increase of 20.5% compared to the previous year.
BALANCE SHEET SIZE

1,244,541crore
An increase of 17.0% compared to the previous year.
TOTAL DEPOSITS
923,141crore
An increase of 17.0% compared to the previous year.
TOTAL ADVANCES
`819,401crore
CAPITAL ADEQUACY RATIO

17.1%
TIER I CAPITAL RATIO

15.8%
GROSS NON-PERFORMING ASSETS

1.36% of Gross Advances
Banking Outlets
5,103
ATMs
13,160
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Cities/Towns
2,748
FINANCIAL HIGHLIGHTS
Profit after Tax
Return on Capital
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2009 - 2010 2010- 2011 2011 - 2012

Interest 16,467.92 16,467.92 16,467.92
income
Interest 7,786.30 7,786.30 7,786.30
expense
Net interest 8,681.62 8,681.62 8,681.62
income
Other income 4,573.63 4,573.63 4,573.63
Net revenues 13,255.25 13,255.25 13,255.25
Operating 6,475.71 6,475.71 6,475.71
costs
Operating 6,779.54 6,779.54 6,779.54
result
Provisions and 2,490.40 2,490.40 2,490.40
contingencies
Loan loss 2,288.74 2,288.74 2,288.74
provisions
Others 201.66 201.66 201.66
Profit before 4,289.14 4,289.14 4,289.14
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tax
Provision for 1,340.44 1,340.44 1,340.44
taxation
Profit after tax 2,948.70 2,948.70 2,948.70
Funds : 1,67,404.44 1,67,404.44 1,67,404.44
Deposits 6,353.10 6,353.10 6,353.10
Subordinated 21,519.58 21,519.58 21,519.58
debt
Stockholders’ 2,22,458.57 2,22,458.57 2,22,458.57
equity
Working 1,25,830.59 1,25,830.59 1,25,830.59
funds
Loans 51,013.32 51,013.32 51,013.32
Investments 13.51 13.51 13.51
Key ratios : 16.80% 16.80% 16.80%
Earnings per 13.26% 13.26% 13.26%
share (`) *
Return on 17.44% 17.44% 17.44%
average
networth
Tier 1 capital 2.40 2.40 2.40
ratio
Total capital 21.72% 21.72% 21.72%
ratio
Dividend per 94.02 94.02 94.02
share (`) *
Dividend 386.70 386.70 386.70
payout ratio
Book value 28.62 28.62 28.62
per share as at
March 31 (`) *
Market price 20,380.77 20,380.77 20,380.77
per share as at
March 31 (`)
**
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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 five core values: Operational
Excellence, Customer Focus, Product Leadership, People and Sustainability.
BUSINESSES:
HDFC Bank caters to a wide range of banking services covering commercial and investment
banking on the wholesale side and transactional / branch banking on the retail side. The bank
has three key business segments:
Whole Sale Banking
The Bank's target market is primarily large, blue-chip manufacturing companies in the Indian
corporate sector and to a lesser extent, small & mid-sized corporates and agri-based
businesses. For these customers, the Bank provides a wide range of commercial and
transactional banking services, including working capital finance, trade services, transactional
services, cash management, etc. The bank is also a leading provider of structured solutions,
which combine cash management services with vendor and distributor finance for facilitating
superior supply chain management for its corporate customers. Based on its superior product
delivery / service levels and strong customer orientation, the Bank has made significant
inroads into the banking consortia of a number of leading Indian corporates including
multinationals, companies from the domestic business houses and prime public sector
companies. It is recognised as a leading provider of cash management and transactional
banking solutions to corporate customers.
Treasury
Within this business, the bank has three main product areas - Foreign Exchange and
Derivatives, Local Currency Money Market & Debt Securities, and Equities. With the
liberalisation of the financial markets in India, corporates need more sophisticated risk
management information, advice and product structures. These and fine pricing on various
treasury products are provided through the bank's Treasury team. To comply with statutory
reserve requirements, the bank is required to hold 25% of its deposits in government
securities. The Treasury business is responsible for managing the returns and market risk on
this investment portfolio.
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Retail Banking
The objective of the Retail Bank is to provide its target market customers a full range of
financial products and banking services, giving the customer a one-stop window for all
his/her banking requirements. The products are backed by world-class service and delivered
to customers through the growing branch network, as well as through alternative delivery
channels like ATMs, Phone Banking, Net Banking and Mobile Banking.
The HDFC Bank Preferred program for high net worth individuals, the HDFC Bank Plus and
the Investment Advisory Services programs have been designed keeping in mind needs of
customers who seek distinct financial solutions, information and advice on various
investment avenues. The Bank also has a wide array of retail loan products including Auto
Loans, Loans against marketable securities, Personal Loans and Loans for Two-wheelers. It
is also a leading provider of Depository Participant (DP) services for retail customers,
providing customers the facility to hold their investments in electronic form.
HDFC Bank was the first bank in India to launch an International Debit Card in association
with VISA (VISA Electron) and issues the MasterCard Maestro debit card as well. The Bank
launched its credit card business in late 2001. By March 2015, the bank had a total card base
(debit and credit cards) of over 25 million. The Bank is also one of the leading players in the
"merchant acquiring" business with over 235,000 Point-of-sale (POS) terminals for debit /
credit cards acceptance at merchant establishments. The Bank is well positioned as a leader in
various net based B2C opportunities including a wide range of internet banking services for
Fixed Deposits, Loans, Bill Payments, etc.
ACQUISITIONS
Times Bank
In February, 2000, Times Bank Limited (a new private sector bank promoted by Bennett,
Coleman & Co. / Times Group) merged with HDFC Bank Ltd. This was the first merger of
two private banks in the New Generation Private Sector Banks category. As per the scheme
of amalgamation approved by the shareholders of both banks and the Reserve Bank of India,
shareholders of Times Bank received 1 share of HDFC Bank for every 5.75 shares of Times
Bank
Centurion Bank of Punjab
In 2008, Centurion Bank of Punjab (CBoP) was acquired by HDFC Bank Ltd. HDFC Bank
Board on 25 February 2008 approved the acquisition of CBoP for Rs 9,510 crore in one of
the largest mergers in the financial sector in India. As per the scheme of amalgamation,
shareholders of CBoP received 1 share of HDFC Bank for every 29 shares of CBoP.The
amalgamation added significant value to HDFC Bank in terms of increased branch network,
geographic reach, and customer base, and a bigger pool of skilled manpower
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HDFC BANK LIMITED PORTER’S FIVE FORCES ANALYSIS

This section analyses HDFC Bank Limited using each of the five forces of Porter’s model.
Threat of New Entrants
• The economies of scale is fairly difficult to achieve in the industry in which HDFC
Bank Limited operates. This makes it easier for those producing large capacitates to
have a cost advantage. It also makes production costlier for new entrants. This makes
the threats of new entrants a weaker force.
• The product differentiation is strong within the industry, where firms in the industry
sell differentiated products rather a standardised product. Customers also look for
differentiated products. There is a strong emphasis on advertising and customer
services as well. All of these factors make the threat of new entrants a weak force
within this industry.
• The capital requirements within the industry are high, therefore, making it difficult for
new entrants to set up businesses as high expenditures need to be incurred. Capital
expenditure is also high because of high Research and Development costs. All of
these factors make the threat of new entrants a weaker force within this industry.
• The access to distribution networks is easy for new entrants, which can easily set up
their distribution channels and come into the business. With only a few retail outlets
selling the product type, it is easy for any new entrant to get its product on the
shelves. All of these factors make the threat of new entrants a strong force within this
industry.
• The government policies within the industry require strict licensing and legal
requirements to be fulfilled before a company can start selling. This makes it difficult
for new entrants to join the industry, therefore, making the threat of new entrants a
weak force.
How HDFC Bank Limited can tackle the Threat of New Entrants?
• HDFC Bank Limited can take advantage of the economies of scale it has within the
industry, fighting off new entrants through its cost advantage.
• HDFC Bank Limited can focus on innovation to differentiate its products from that of
new entrants. It can spend on marketing to build strong brand identification. This will
help it retain its customers rather than losing them to new entrants.
Bargaining Power of Suppliers
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• The number of suppliers in the industry in which HDFC Bank Limited operates is a
lot compared to the buyers. This means that the suppliers have less control over prices
and this makes the bargaining power of suppliers a weak force.
• The product that these suppliers provide are fairly standardised, less differentiated and
have low switching costs. This makes it easier for buyers like HDFC Bank Limited to
switch suppliers. This makes the bargaining power of suppliers a weaker force.
• The suppliers do not contend with other products within this industry. This means that
there are no other substitutes for the product other than the ones that the suppliers
provide. This makes the bargaining power of suppliers a stronger force within the
industry.
• The suppliers do not provide a credible threat for forward integration into the industry
in which HDFC Bank Limited operates. This makes the bargaining power of suppliers
a weaker force within the industry.
• The industry in which HDFC Bank Limited operates is an important customer for its
suppliers. This means that the industry’s profits are closely tied to that of the
suppliers. These suppliers, therefore, have to provide reasonable pricing. This makes
the bargaining power of suppliers a weaker force within the industry.
How HDFC Bank Limited can tackle the Bargaining Power of Suppliers?
• HDFC Bank Limited can purchase raw materials from its suppliers at a low cost. If
the costs or products are not suitable for HDFC Bank Limited, it can then switch its
suppliers because switching costs are low.
• It can have multiple suppliers within its supply chain. For example, HDFC Bank
Limited can have different suppliers for its different geographic locations. This way it
can ensure efficiency within its supply chain.
• As the industry is an important customer for its suppliers, HDFC Bank Limited can
benefit from developing close relationships with its suppliers where both of them
benefit.
Bargaining Power of Buyers
• The number of suppliers in the industry in which HDFC Bank Limited operates is a
lot more than the number of firms producing the products. This means that the buyers
have a few firms to choose from, and therefore, do not have much control over prices.
This makes the bargaining power of buyers a weaker force within the industry.
• The product differentiation within the industry is high, which means that the buyers
are not able to find alternative firms producing a particular product. This difficulty in
switching makes the bargaining power of buyers a weaker force within the industry.
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• The income of the buyers within the industry is low. This means that there is pressure
to purchase at low prices, making the buyers more price sensitive. This makes the
buying power of buyers a weaker force within the industry.
• The quality of the products is important to the buyers, and these buyers make frequent
purchases. This means that the buyers in the industry are less price sensitive. This
makes the bargaining power of buyers a weaker force within the industry.
• There is no significant threat to the buyers to integrate backwards. This makes the
bargaining threat of buyers a weaker force within the industry.
How HDFC Bank Limited can tackle the Bargaining Power of Buyers?
• HDFC Bank Limited can focus on innovation and differentiation to attract more
buyers. Product differentiation and quality of products are important to buyers within
the industry, and HDFC Bank Limited can attract a large number of customers by
focusing on these.
• HDFC Bank Limited needs to build a large customer base, as the bargaining power of
buyers is weak. It can do this through marketing efforts aimed at building brand
loyalty.
• HDFC Bank Limited can take advantage of its economies of scale to develop a cost
advantage and sell at low prices to the low-income buyers of the industry. This way it
will be able to attract a large number of buyers.
Threat of Substitute Products or Services
• There are very few substitutes available for the products that are produced in the
industry in which HDFC Bank Limited operates. The very few substitutes that are
available are also produced by low profit earning industries. This means that there is
no ceiling on the maximum profit that firms can earn in the industry in which HDFC
Bank Limited operates. All of these factors make the threat of substitute products a
weaker force within the industry.
• The very few substitutes available are of high quality but are way more expensive.
Comparatively, firms producing within the industry in which HDFC Bank Limited
operates sell at a lower price than substitutes, with adequate quality. This means that
buyers are less likely to switch to substitute products. This means that the threat of
substitute products is weak within the industry.
How HDFC Bank Limited can tackle the Threat of Substitute Products?
• HDFC Bank Limited can focus on providing greater quality in its products. As a
result, buyers would choose its products, which provide greater quality at a lower
price as compared to substitute products that provide greater quality but at a higher
price.
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• HDFC Bank Limited can focus on differentiating its products. This will ensure that
buyers see its products as unique and do not shift easily to substitute products that do
not provide these unique benefits. It can provide such unique benefits to its customers
by better understanding their needs through market research, and providing what the
customer wants.
Rivalry Among Existing Firms
• The number of competitors in the industry in which HDFC Bank Limited operates are
very few. Most of these are also large in size. This means that firms in the industry
will not make moves without being unnoticed. This makes the rivalry among existing
firms a weaker force within the industry.
• The very few competitors have a large market share. This means that these will
engage in competitive actions to gain position and become market leaders. This
makes the rivalry among existing firms a stronger force within the industry.
• The industry in which HDFC Bank Limited is growing every year and is expected to
continue to do this for a few years ahead. A positive Industry growth means that
competitors are less likely to engage in completive actions because they do not need
to capture market share from each other. This makes the rivalry among existing firms
a weaker force within the industry.
• The fixed costs are high within the industry in which HDFC Bank Limited operates.
This makes the companies within the industry to push to full capacity. This also
means these companies to reduce their prices when demand slackens. This makes the
rivalry among existing firms a stronger force within the industry.
• The products produced within the industry in which HDFC Bank Limited operates are
highly differentiated. As a result, it is difficult for competing firms to win the
customers of each other because of each of their products in unique. This makes the
rivalry among existing firms a weaker force within the industry.
• The production of products within the industry requires an increase in capacity by
large increments. This makes the industry prone to disruptions in the supply-demand
balance, often leading to overproduction. Overproduction means that companies have
to cut down prices to ensure that its products sell. This makes the rivalry among
existing firms a stronger force within the industry.
• The exit barriers within the industry are particularly high due to high investment
required in capital and assets to operate. The exit barriers are also high due to
government regulations and restrictions. This makes firms within the industry
reluctant to leave the business, and these continue to produce even at low profits. This
makes the rivalry among existing firms a stronger force within the industry.
• The strategies of the firms within the industry are diverse, which means they are
unique to each other in terms of strategy. This results in them running head-on into
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each other regarding strategy. This makes the rivalry among existing firms a strong
force within the industry.
How HDFC Bank Limited can tackle the Rivalry Among Existing Firms?
 HDFC Bank Limited needs to focus on differentiating its products so that the actions
of competitors will have less effect on its customers that seek its unique products.
 As the industry is growing, HDFC Bank Limited can focus on new customers rather
than winning the ones from existing companies.
 HDFC Bank Limited can conduct market research to understand the supply-demand
situation within the industry and prevent overproduction.
Implications of Porter Five Forces on HDFC Bank Limited
By using the information in HDFC Bank Limited five forces analysis, strategic planners will
be able to understand how different factors under each of the five forces affect the
profitability of the industry. A stronger force means lower profitability, and a weaker force
means greater profitability. Based on this a judgement of the industry's profitability can be
made and used in strategic planning.
AWARDS AND ACHIEVEMENT – BANKING SERVICES
HDFC Bank began operations in 1995 with a simple mission: to be a "World-class Indian
Bank". We realised that only a single-minded focus on product quality and service
excellence would help us get there. Today, we are proud to say that we are well on our way
towards that goal.
It is extremely gratifying that our efforts towards providing customer convenience have been
appreciated both nationally and internationally.
BrandZ Top 100 HDFC Bank featured for the fifth time in the BrandZ's Top 100 Global
Most Valuable Brands List
Global Brands
2019
Governance Now -Digital Bank
BFSI Awards -Tech Trendsetter
2019.
Businessworld -Best Large Bank
Magna Awards -Fastest Growing Large Bank - Runner up
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2019
American Indian Aditya Puri honoured for corporate and philanthropic leadership
Foundation
Express Computer Leadership Award for Outstanding Initiatives in Big Data / Analytics
BFSI Digital Artificial Intelligence Enterprise Applications
Innovation Awards
2019.
The Banker Bank Bank of the Year - India
of the Year Awards
2018
The Banker Global Best Private Bank in India
Private Banking
Awards 2018.
Mint - EY Winner - Robotic Process Automation (Software) category.
Emerging
Technology
Awards
Forbes' World's No. 1 Bank in India - HDFC Bank
Best Banks report
Euromoney Trade Best Service (Asian Banks only) - India
Finance Survey Market Leader (Asian Banks only) - India
2019
The Financial Best Bank - New Private Sector category
Express India's
Best Banks Awards
2017-18
FE CFO Awards Best CFO / Newsmaker of the Year
2019
Asiamoney Best Best Digital Bank (India)
Bank Awards 2019
AIMA-JRD Tata HDFC Bank MD Mr. Aditya Puri has been conferred the AIMA-JRD
Corporate Tata Corporate Leadership Award for the Year 2018
Leadership Award
2018
Outlook Money Best Private Sector Bank Award - Gold
Awards 2019
Page 25 of 59
IDC Financial Asia's Most Secure Bank

Insights Innovation
Awards (FIIA)
2019
Dun & Bradstreet India's Leading Bank - Private Sector
BFSI Awards 2019
Euromoney Private No. 1 in Asset Management category
Banking and
Wealth
Management
Survey 2019
Business Today - - Bank of the Year - HDFC Bank and SBI
KPMG India's Best Best Large Bank - HDFC Bank
Bank Awards 2019
FE Best Bank Best Bank: New Private Sector
Awards
Board Of Directors
 Mrs. Shyamala Gopinath
 Mr. Malay Patel
 Mr. Keki Mistry
 Mr. Aditya Puri
 Mr. Kaizad Bharucha
 Mr. Umesh Chandra Sarangi
 Mr. Srikanth Nadhamuni
 Mr. Sanjiv Sachar
 Mr. Sandeep Parekh
 Mr. MD Ranganath
Management
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HDFC Bank's Board of Directors comprises eminent individuals with a wealth of experience
in public policy, administration, industry and commercial banking. Senior executives
representing HDFC Ltd. are also on the Board.
Various businesses and functions in the Bank are headed by senior executives with work
experience in India and abroad. They report to the Managing Director. The Bank is focussed
on recruiting and retaining the best talent in the industry as it believes that its people are a
competitive strength.
Name Position
Aditya Puri Managing Director
Kaizad Bharucha Executive Director
Group Head - Equities, Private Banking, Third Party Products, NRI &
Abhay Aima
International Consumer Business
Arvind Kapil Group Head - Unsecured Loans, Home, and Mortgage Loans
Arvind Vohra Group Head, Retail Branch Banking at HDFC Bank
Ashima Bhat Group Head - Finance, Administration & Infrastructure
Ashish Parthasarthy Treasurer
Ashok Khanna Group Head- Vehicle Loans
Country Head - Wholesale Banking Operations and Cash Management
Bhavesh Zaveri
Products
Chakrapani V Country Head - Internal Audit and Quality Initiatives Group
Jimmy Tata Chief Risk Officer
Munish Mittal Chief Information Officer
Country Head - Emerging Corporates Group, Infrastructure Finance
Nirav Shah
Group & Rural Banking Group
Nitin Chugh Country Head - Digital Banking
Country Head - Card Payment Products, Merchant Acquiring Services
Parag Rao
and Marketing
Rajesh Kumar Group Head, Co-Head - Retail Risk
Group Head - Investment Banking, Private Banking, Capital Markets,
Rakesh Singh
and Financial Institutions at HDFC Bank.
Rahul Shukla Group Head - Corporate Banking & Business Banking at HDFC Bank
Sashi Jagdhishan Chief Financial Officer
Vinay Razdan Chief Human Resources Officer (CHRO)
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
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business is supported by scalable and robust systems which ensure that our clients always get
the finest services HDFC offer.
The Bank has prioritised 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.
WEEKLY REPORT
Weekly Report
Week 1
Got familiar with HDFC Bank's Products.
Attended sessions on Net Banking, Mobile Banking, etc.

Week 2
Learnt about VPP Program of HDFC Bank.
Visited Schools in the catchment area.
Lobby Management

Week 3
Started Commercial Scoping in the Market of Saneta Village.
Started getting the questionnaire filled by customers of Hdfc bank.
Started reading about Segmentation and Penetration.
Lobby Management.

Week 4
Initiated Scoping of Taj towers and Emaar.
Activating netbanking for walk-ins.
Started Commercial Scoping of Petrol pumps and other Businesses for current account.
Got Questionnaire filled by walk-ins.

Week 5
Visited Religious Place the Gurudwara next to the branch part of scoping.
Started Residential Scoping of villages.
Lobby Management
Pitched customers about hdfc Products,

Week 6
Scoping of Doctors clinic and Police station.
Generated Leads through cold calling(PL in 10 seconds)
Continued Scoping for restaurants and Dhabas.
Week 7
Pitched customers about hdfc Products.
Scoping of Living India-News channel and other private companies like Gilco and Sunny.
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Got Questionnaire filled by walk-ins.
Week 8
Initiated Report Making.
REPORT OF WEEK 1
I attended a two day session where I learnt about the basics of banking and an overview of
the banking of the HDFC bank. I also learnt about the digital banking which includes the
mobile banking and Internet Banking.
Some of the HDFC Bank’s Products are:

1) Accounts and Deposits:
1.1) Savings Account
1.2) Salary Account
1.3) Current accounts
1.4) Deposits
1.5) Safe Deposit Lockers
2) Loans
2.1) Personal Loan

2.2) Car Loan
2.3) Business Loan
2.4) Loan on Credit Card
2.5) Two Wheeler Loan
2.6) Gold Loan
2.7) Education Loan
3) Cards
3.1) Credit Cards

3.2) Debit Cards
3.3) Prepaid Cards
3.4) Forex Cards
4) Demat
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4.1) Demat Account

4.2) 2-in-1 Account
4.3) 3-in-1 Account
5) Insurance
5.1) Life Insurance

5.2) Health Insurance
5.3) Travel Insurance
5.4) Home Insurance
Accounts and deposits
A savings account is an interest-bearing deposit account held at a bank or another financial

institution that provides a modest interest rate. The financial institutions may limit the
number of withdrawals you can make from your savings account each month. They also may
charge fees unless you maintain a certain average monthly balance in the account. In most
cases, banks do not provide checks with savings accounts.
Savings accounts generally are opened to keep money that you don't intend to use for daily or
regular expenses. Savings accounts differ from checking accounts, which allow you to write
checks and use electronic debit to access your funds. Also, savings accounts – unlike
checking accounts – typically have limits on the number of withdrawals or transactions you
may make each month.
Because savings accounts pay interest, it is more beneficial to keep your unneeded funds in a
savings account than a checking account so that your money can grow. In addition, savings
accounts are one of the most liquid investments outside of demand accounts and cash. While
savings accounts facilitate saving, they also make it very easy to access your funds. In
contrast, it is typically more difficult to cash a bond, make a withdrawal from a retirement
account, or sell stocks or other assets.
The current account records a nation's transactions with the rest of the world – specifically
its net trade in goods and services, its net earnings on cross-border investments, and its net
transfer payments – over a defined period of time, such as a year or a quarter.
The current account is one half of the balance of payments, the other half being the capital or
financial account. While the capital account measures cross-border investments in financial
instruments and changes in central bank reserves, the current account measures imports and
exports of goods and services; payments to foreign holders of a country's investments and
payments received from investments abroad; and transfers such as foreign aid
and remittances.
Recurring Deposit is a special kind of Term Deposit offered by banks in India which help
people with regular incomes to deposit a fixed amount every month into their Recurring
Deposit account and earn interest at the rate applicable to Fixed Deposits. It is similar to
making FDs of a certain amount in monthly installments, for example ₹ 1000 every month.
This deposit matures on a specific date in the future along with all the deposits made every
month.
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Thus, Recurring Deposit schemes allow customers with an opportunity to build up their
savings through regular monthly deposits of fixed sum over a fixed period of time.
Minimum Period of RD is 6 months and maximum is 10 years.
The Recurring Deposit can be funded by standing instructions which are the instructions by
the customer to the bank to withdraw a certain sum of money from his Savings/ Current
account and debit to the Recurring Deposit account.
A fixed deposit (FD) is a financial instrument provided by banks or NBFCs which provides
investors a higher rate of interest than a regular savings account, until the given maturity date.
It may or may not require the creation of a separate account. It is known as a term
deposit or time deposit in Canada, Australia, New Zealand, and the US, and as a bond in
the United Kingdom and India.
They are considered to be very safe investments. Term deposits in India, Nepal,
and Pakistan are used to denote a larger class of investments with varying levels of liquidity.
The defining criteria for a fixed deposit is that the money cannot be withdrawn from the FD
as compared to a recurring deposit or a demand deposit before maturity.
Some banks may offer additional services to FD holders such as loans against FD certificates
at competitive interest rates. It's important to note that banks may offer lesser interest rates
under uncertain economic conditions. The interest rate varies between 4 and 7.25
percent. The tenure of an FD can vary from 7, 15 or 45 days to 1.5 years and can be as high
as 10 years. These investments are safer than Post Office Schemes as they are covered by
the Deposit Insurance and Credit Guarantee Corporation (DICGC).
Loans
In finance, a loan is the lending of money by one or more individuals, organizations, and/or
other entities to other individuals, organizations etc. The recipient (i.e. the borrower) incurs a
debt, and is usually liable to pay interest on that debt until it is repaid, and also to repay the
principal amount borrowed.
The document evidencing the debt, e.g. a promissory note, will normally specify, among
other things, the principal amount of money borrowed, the interest rate the lender is charging,
and date of repayment. A loan entails the reallocation of the subject asset(s) for a period of
time, between the lender and the borrower.
The interest provides an incentive for the lender to engage in the loan. In a legal loan, each of
these obligations and restrictions is enforced by contract, which can also place the borrower
under additional restrictions known as loan covenants. Although this article focuses on
monetary loans, in practice any material object might be lent.
Acting as a provider of loans is one of the main activities of financial institutions such as
banks and credit card companies. For other institutions, issuing of debt contracts such
as bonds is a typical source of funding.
Unsecured loans are monetary loans that are not secured against the borrower's assets. These
may be available from financial institutions under many different guises or marketing
packages:
 credit card debt
 personal loans
 bank overdrafts
 credit facilities or lines of credit
 corporate bonds (may be secured or unsecured)
 peer-to-peer lending
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The interest rates applicable to these different forms may vary depending on the lender and
the borrower. These may or may not be regulated by law. In the United Kingdom, when
applied to individuals, these may come under the Consumer Credit Act 1974.
Interest rates on unsecured loans are nearly always higher than for secured loans because an
unsecured lender's options for recourse against the borrower in the event of default severely
limited, subjecting the lender to higher risk compared to that encountered for a secured loan.
An unsecured lender must sue the borrower, obtain a money judgment for breach of contract,
and then pursue execution of the judgment against the borrower's unencumbered assets (that
is, the ones not already pledged to secured lenders).
In insolvency proceedings, secured lenders traditionally have priority over unsecured lenders
when a court divides up the borrower's assets. Thus, a higher interest rate reflects the
additional risk that in the event of insolvency, the debt may be uncollectible.
In a secured loan is a loan in which the borrower pledges some asset (e.g. a car or house)
as collateral. A mortgage loan is a very common type of loan, used by many individuals to
purchase residential property.
The lender, usually a financial institution, is given security – a lien on the title to the
property – until the mortgage is paid off in full. If the borrower defaults on the loan, the bank
would have the legal right to repossess the house and sell it, to recover sums owing to it.
Similarly, a loan taken out to buy a car may be secured by the car. The duration of the loan is
much shorter – often corresponding to the useful life of the car. There are two types of auto
loans, direct and indirect. In a direct auto loan, a bank lends the money directly to a
consumer. In an indirect auto loan, a car dealership (or a connected company) acts as an
intermediary between the bank or financial institution and the consumer.
Types of Loans:
Personal loans - You can get these loans at almost any bank. The good news is that you can
usually spend the money however you like. You might go on vacation, buy a jet ski or get a
new television. Personal loans are often unsecured and fairly easy to get if you have average
credit history. The downside is that they are usually for small amounts, typically not going
over $5,000, and the interest rates are higher than secured loans.
Cash advances - If you are in a pinch and need money quickly, cash advances from your
credit card company or other payday loan institutions are an option. These loans are easy to
get, but can have extremely high interest rates. They usually are only for small amounts:
typically $1,000 or less. These loans should really only be considered when there are no other
alternative ways to get money.
Student loans - These are great ways to help finance a college education. The most common
loans are Stafford loans and Perkins loans. The interest rates are very reasonable, and you
usually don't have to pay the loans back while you are a full-time college student. The
downside is that these loans can add up to well over $100,000 in the course of four, six or
eight years, and leaving new graduates with huge debts as they embark on their new careers.
Mortgage loans - This is most likely the biggest loan you will ever get! If you are looking to
purchase your first home or some form of real estate, this is likely the best option. These
loans are secured by the house or property you are buying. That means if you don't make
your payments in a timely manner, the bank or lender can take your house or property back!
Mortgages help people get into homes that would otherwise take years to save for. They are
often structured in 10-, 15- or 30-year terms, and the interest you pay is tax-deductible and
fairly low compared to other loans.
Home-equity loans and lines of credit - Homeowners can borrow against equity they have
in their house with these types of loans. The equity or loan amount would be the difference
between the appraised value of your home and the amount you still owe on your mortgage.
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These loans are good for home additions, home improvements or debt consolidation. The
interest rate is often tax deductible and also fairly low compared to other loans.
Cards
A credit card is a payment card issued to users (cardholders) to enable the cardholder to pay
a merchant for goods and services based on the cardholder's promise to the card issuer to pay
them for the amounts so paid plus the other agreed charges. The card issuer (usually a bank)
creates a revolving account and grants a line of credit to the cardholder, from which the
cardholder can borrow money for payment to a merchant or as a cash advance.
In other words, credit cards combine payment services with extensions of credit. Complex fee
structures in the credit card industry may limit customers' ability to comparison shop, helping
to ensure that the industry is not price-competitive and helping to maximize industry profits.
Due to concerns about this, many legislatures have regulated credit card fees. A credit card is
different from a charge card, which requires the balance to be repaid in full each month. In
contrast, credit cards allow the consumers a continuing balance of debt, subject
to interest being charged.
A credit card also differs from a cash card, which can be used like currency by the owner of
the card. A credit card differs from a charge card also in that a credit card typically involves a
third-party entity that pays the seller and is reimbursed by the buyer, whereas a charge card
simply defers payment by the buyer until a later date.
A credit card issuing company, such as a bank or credit union, enters into agreements with
merchants for them to accept their credit cards. Merchants often advertise which cards they
accept by displaying acceptance marks – generally derived from logos – or this may be
communicated in signage in the establishment or in company material (e.g., a restaurant's
menu may indicate which credit cards are accepted).
The credit card issuer issues a credit card to a customer at the time or after an account has
been approved by the credit provider, which need not be the same entity as the card issuer.
The cardholders can then use it to make purchases at merchants accepting that card. When a
purchase is made, the cardholder agrees to pay the card issuer.
The cardholder indicates consent to pay by signing a receipt with a record of the card details
and indicating the amount to be paid or by entering a personal identification number (PIN).
Also, many merchants now accept verbal authorizations via telephone and electronic
authorization using the Internet, known as a card not present transaction (CNP).
A debit card (also known as a bank card, plastic card or check card) is a plastic payment
card that can be used instead of cash when making purchases. It is similar to a credit card, but
unlike a credit card, the money comes directly from the user's bank account when performing
a transaction.
Some cards may carry a stored value with which a payment is made, while most relay a
message to the cardholder's bank to withdraw funds from a payer's designated bank account.
In some cases, the primary account number is assigned exclusively for use on the Internet and
there is no physical card.
In many countries, the use of debit cards has become so widespread that their volume has
overtaken or entirely replaced cheque sand, in some instances, cash transactions. The
development of debit cards, unlike credit cards and charge cards, has generally been country
specific resulting in a number of different systems around the world, which were often
incompatible.
Since the mid-2000s, a number of initiatives have allowed debit cards issued in one country
to be used in other countries and allowed their use for internet and phone purchases. Unlike
credit and charge cards, payments using a debit card are immediately transferred from the
cardholder's designated bank account, instead of them paying the money back at a later date.
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Debit cards usually also allow for instant withdrawal of cash, acting as an ATM card for
withdrawing cash. Merchants may also offer cashback facilities to customers, where a
customer can withdraw cash along with their purchase.
Demat
India adopted the Demant Account for electronic storing, wherein shares and securities are
represented and maintained electronically, thus eliminating the troubles associated with paper
shares. After the introduction of the depository system by the Depository Act of 1996, the
process for sales, purchases and transfers of shares became significantly easier and most of
the risks associated with paper certificates were mitigated. In 1996, trading began on NSE for
shares held in demat account form. It was the beginning of a new paperless trading stock
market trading environment. If an investor buys a share today, it gets credited to the investor's
account in two days. Today, shares get transferred to the investor's demat account.
The benefits of demat are as follows:
 Easy and convenient way to hold securities
 Immediate transfer of securities
 No stamp duty on transfer of securities
 Safer than paper-shares (earlier risks associated with physical certificates such as bad
delivery, fake securities, delays, thefts etc. are mostly eliminated)
 Reduced paperwork for transfer of securities
 Reduced transaction cost
 No "odd lot" problem: even one share can be sold
 Change in address recorded with a Depository participant (DP) gets registered with all
companies in which investor holds securities eliminating the need to correspond with
each of them separately.
 Transmission of securities is done by DP, eliminating the need for notifying

companies.
 Automatic credit into demat account for shares arising out of bonus/split,
consolidation/merger, etc.
 A single demat account can hold investments in both equity and debt instruments.
 Traders can work from anywhere (e.g. even from home).
Insurance
Insurance is a means of protection from financial loss. It is a form of risk management,
primarily used to hedge against the risk of a contingent or uncertain loss. An entity which
provides insurance is known as an insurer, insurance company, insurance carrier
or underwriter. A person or entity who buys insurance is known as an insured or as a
policyholder.
The insurance transaction involves the insured assuming a guaranteed and known relatively
small loss in the form of payment to the insurer in exchange for the insurer's promise to
compensate the insured in the event of a covered loss. The loss may or may not be financial,
Page 34 of 59
but it must be reducible to financial terms, and usually involves something in which the
insured has an insurable interest established by ownership, possession, or preexisting
relationship.
The insured receives a contract, called the insurance policy, which details the conditions and
circumstances under which the insurer will compensate the insured. The amount of money
charged by the insurer to the insured for the coverage set forth in the insurance policy is
called the premium.
If the insured experiences a loss which is potentially covered by the insurance policy, the
insured submits a claim to the insurer for processing by a claims adjuster. The insurer
may hedge its own risk by taking out reinsurance, whereby another insurance company
agrees to carry some of the risk, especially if the primary insurer deems the risk too large for
it to carry.
REPORT OF WEEK 2
Welcome Desk Management
The first point of contact for any customer entering the bank branch is the welcome desk.
Customers who want to open new current or savings account, getting a new credit card or
upgrading one, passbook update, statement of account for official purpose, fixed deposit
forms, account closure form etc.
The welcome desk operator has to manage all this who usually holds the position of personal
banker in the organization and thus welcome desk is also the potential lead generation point.
All the queries related to bank account are resolved here. Guiding the customers to the correct
counter, resolving any issue, issuing new chequebook and passbooks for the customers.
Learnt about VPP program of HDFC Bank.
Objective
 Bank on the huge potential of cutomers in rural segment .

 One bank approach to real larger benefits.
 Leverage on the strength of participating channels.
 Improve cost to income.
 Early breakeven for branches / increase branch profitability.
Participating Channels
 Retail Branch Banking
 Rural Banking Group
 Retail Assests(2-wheeler and tractor loan)
Page 35 of 59
Target Segments
 Villages within 20km radius of the branch.

 Potential villages
 Identification based on credit/ risk evaluation of potential geographies.
Target Products
 Liability Business
 Agri Funding
 Retail assests I.e. Auto loan/Gold Loan/TW loan
 Other cross sell
The branch with the help of agri team participate in the VPP which is done every working
Saturday of the bank where the potential customers are targeted and products are pitched to
them.
Every Thursday a team from the branch goes into the village to educated the potential
customers about the products and services provided by the bank.
REPORT OF WEEK 3
Lobby Management
Customers who want to open new current or savings account, getting a new credit card or
upgrading one, passbook update, statement of account for official purpose, fixed deposit
forms, account closure form etc.
Guiding the customers to the correct counter, resolving any issue, issuing new chequebook
and passbooks for the customers.
Ensure that the lobby is not crowded and time norms set by the bank are met for prompt
delivery of services over the counter
Ensure that the customers get credit cards and start using the same for all their transactions-
credit card activation push.
Ensuring that customers get world-class services and their needs are understood and met
through financial products that the Bank has to offer.
Scoping
Entire Scoping details attached in the end.
Page 36 of 59
Google Form being filled by walk-ins

Started my research project by creating a google form for the analysis of customers so that
appropriate products can be pitched to the appropriate products.
After having a discussion with my Branch Manager we discussed about which parameters we
should include in the form so that we can get better results.
Google Form details attached in the end.
Started reading about Segmentation and Penetration .
HDFC Bank maintains four different types of portfolios:
 Regular: This is for the regular customers who come into the bank for opening either
a savings account or current account. These customers are treated as normal
customers andare talked as per the same. This portfolio manages a minimum balance
of 1o, ooo savings accounts and a minimum balance of 25, ooo current accounts.
These customers are not expected to reach a very high limit and they are not pestered
for the same as well. If the minimum balance goes below the permissible limit,
monthly charges are deducted and this leads to the discrepancy in the customer’s
minds as sometimes they are unaware of this policy and they tend to lose all their
savings in filling these charges. The worst is that the bank fails to give notifications
for the same that the balance I below the allowed limit and this will lead to charges.
Many customers are closing the accounts for the same reason. Also, the debit cards
are chargeable at an annual rental of 59o Rupees per month which makes it an
expensive deal for the person to handle it. These unhappy customers are moving to
Kotak Mahindra and ICICI banks which are their rivals.
 Classic: This is the second portfolio. This is the category where the customers are
given a raise from their regular accounts to classic accounts where the perks are high
and expenses are also high. It is not a premium portfolio for the customers but is like
the AC bogie of the train which contains some benefit holing people but is not
necessarily that responsible or responsive but can afford that seat. These accounts are
under a different post person. No PB is allowed to manage the classic customers the
way they want and wish and desire. The classic customers will be handled by the
Regional Manager of the Classic customer who is called the Classic RM or CRM. The
CRM is responsible to tackle all the classic customers of his branch. But he cannot
indulge in the matters of the RM of the other branches. He is only responsible for the
Classic customers only. No other portfolio customers can be handled by him even if
he has the knowledge of the same. The debit card issued to these customers is the
same as the one carried by the Regular customers and its yearly rental is rupees 59o.
 Preferred: These are the customers ranked a little higher than the Classic customers
and as their name suggests, these are the real preferred customers of the branch. These
are near premium customers very likely to be converted to the highest category of
Imperia customers. Preferred customers are the ones who enjoy the mixed benefits of
classic and imperia. These customers have a much high priority than other customers.
These customers are treated nicely as they provide high business to the banks and thus
they are given priority as the business revolves around profits through customer
satisfaction in service industry. These customers are the preferred category customers
as they can maintain a high balance and also, even if they are unable to maintain the
balance for 25 days a month but their Average Monthly Balance limit is met at the
end of the month, they will not suffer any penalties or charges cut or reduction in their
Page 37 of 59
accounts. Also, these customers generally visit the branch and thus they are given
high priority. Imperia customers do not generally visit the branch although they are
the highest level of star customers HDFC Bank can get.
 Imperia: This is the highest portfolio offered. The customers in this portfolio have to
maintain the best business with the bank as they are the highest priority customers.
These customers can bring the best business to the banks. The bank focuses on giving
all the facilities to these customers so that maximum satisfaction can be provided to
them. These customers have to maintain a fixed balance of a high amount in their
accounts with the bank so that if they derive benefits, they can also provide business.
These customers generally do not show up in the banks and they demand that they
wish to avail the door step services by the banks serving partners. They generally send
their representatives to the branch as they are busy in their schedules. These
customers are the best examples of the way a company’s services can be availed
without any technical glitches.
REPORT OF WEEK 4
Initiated Scoping of Taj Towers and Emaar.
Activating netbanking for walk-ins.
Existing customers especially in rural areas are unaware of the benefits of netbanking and are
unacquainted with net-banking, so this week the main part of my lobby management task was
pitching about the benefits of netbanking to the customers in the bank and teaching them how
to use the same.
Started Commercial Scoping of Petrol Pumps and other Businesses for current account.
REPORT OF WEEK 5
Visited Religious Place the gurudwara next to the branch as a part of scoping.
Started Residential Scoping of villages
Page 38 of 59
Pitched customers about hdfc Products
The initial learning about the hdfc products was very helpful while pitching about the
products to the customers . KGC, FD and RDs were the most sort after products because of
the rural branch but tried pitching about other products such as credit cards and personal
loans to customers.
REPORT OF WEEK 6
Scoping of Doctors clinic and Police station
Generated Leads (PL in 10 seconds)
Total number of calls made for pitching the customers for PL in 10 seconds loan and credit
cards was 80. Out of which 8.75% i.e. 7 out of 80 were interested in getting the loans. And
11.25% of the people showed interest in seeking the loans but they had to be pitched more so
their contact details were passed on to the bank PB salesperson. This included people who
walked in the bank for some personal work or to deposit money into someone else’s acoount.
We pitched people who were already having their accounts with HDFC to get Credit Cards
and any loans if they required. We listened to their problems if any and tried to solve them as
early as possible. Residential scoping helped us a lot to understand how to deal with the
customers.
Interested
N/A
Not Interested
In Progress
Continued Scoping for Restaurants and Dhabas
Page 39 of 59
REPORT OF WEEK 7
Scoping of Living India -News Channel and other private companies like Gilco and
Sunny.
Project- “Segmentation And Penetration” and Market Scoping
In Marketing Customer Scoping is very important. It is a process of collecting information

about your customer. In retail business it is done to know to potential of the retail branch.
Hence, it gives the whole information about the catchment from where the retail branch will
be drawing its revenue. Also, this exercise of scoping is known as Catchment Mapping.
Catchment Mapping is done within three and five kilometer radius of the retail branch. If the
branch is in urban area then three and for semi urban area it is five kilometer. The
information collected will include information about the demography and competition.
Customer Scoping is an activity being carried out by retail branch in order to find out the
potential customer base in the particular geographical area. Customer Scoping is also called
as catchment mapping. Catchment is the area from which the company attracts a population
for their service. This activity is done within the 5 Km radius of the retail branch.
Customer scoping consists of two parts:
1. Customer mapping. 2. Competition mapping
CUSTOMER MAPPING: In this the company will try to find out buying behavior, perception
and awareness of their products and services with respect to customer.
COMPETITION MAPPING : In this activity company will try to scope out the information
which is essential to them, so that the company can know its position in the catchment. Vital
information was collected from the Branch Head of the competition banks in the catchment.
The final outcome is that company will come to know about its potential and customer
preference regarding their product. This will help them in modifying their sales strategy.
Also, competition mapping would help them to know their position with respect of their
competitors.
Importance of catchment can be seen in the point that if all retail companies are offering same
products and services within same price range and quality standards than we can easily say
that the population within the catchment will do all its purchasing at the nearest centre.
Hdfc Bank Saneta Branch Scoping
About the Village

Saneta is a large village located in SAS Nagar (Mohali) Tehsil of Mohali district, Punjab with
total 407 families residing. It is 11km away from S.A.S. Nagar or Mohali.
Average Sex Ratio of Saneta village is 84.8 which is lower than Punjab state average of 89.5.
Page 40 of 59
As per constitution of India and Panchayati Raaj Act, Saneta village is administrated by
Sarpanch (Head of Village) who is elected representative of village discussed in further
slides.
Dhurali ( 1 KM ) , Bathlana ( 1 KM ) , Gobindgarh ( 2 KM ) , Dhol ( 2 KM ) ,Sukhgarh ,
Chau Majra , Raipur ,Dhaddi , Bathlana ,Gobindgarh ,Tasoli, Dhelpur , Dhirpur and Gudana
are the nearby Villages to Saneta.
Saneta is surrounded by Kharar Tehsil towards North , S.A.S Nagar Tehsil towards North ,
Zirakpur Tehsil towards East , Chandigarh Tehsil towards North .
About Branch
 Branch has completed 5 years in this village.(Founded on March 29 2014)

 It is the only private sector bank in the area.
 Only competitors are ‘Punjab and Sindh bank’ and ‘Grameen bank’ .
Demographics
Details regarding the population :

Total Population : 2258
Total No of Houses: 407
Total Literacy rate %
70.6 % ( 1594)
Female Literacy rate
29.3 % ( 661)
Working Population %
69.8 %
Page 41 of 59
39%
61%
Male
Pie chart depicting

population of Village Saneta.
Source: Census 2011
 88.59 % of workers describe their work as Main Work (Employment or Earning more
than 6 Months) while 11.41 % were involved in Marginal activity providing
livelihood for less than 6 months. Of 1577 workers engaged in Main Work, 466 were
cultivators (owner or co-owner) while 241 were Agricultural labourer.
Page 42 of 59
0.9
Work profile of customer base
0.8
0.7
0.6
0.5
89%
0.4
0.3
0.2
0.1 11%
Region 1
Main Work
Cultivators
30%
55%
15%
Page 43 of 59
Economy
 The main livelihood of the locality is agriculture and animal husbandry. Saneta has an
agriculture based economy and people are majorly involved in agriculture related
activities . Main agriculture products are wheat and rice.
 There is a huge scope for KGC which is the main product of this area .There is
product potential for auto loans and TW loans.
 There are new societies coming around like ‘Mohali hills’ by Emaar and commercial
properties in ‘Metro park’ this is a huge upcoming market and can be used for CASA
account base.Other than this there is no major scope for Current account in this
region.
COMMERCIAL CATCHMENT
 There is a Gurudwara sahib

 There are 5 government schools in the village(three primary and two middle school)
 One dispensary and one Veterinary Hospital
 One Agri Coop Society
 Three petrol Pumps
 There is a market comprises of 25-30 shops of various daily needs such as cloth shops
,Mobile Shops, Photographer ,medical store and other repair shops.
Current Accounts and Potential
Name of establishment Type of Entity Primary Banker
Metro Park Company HDFC
AI Infratech Company HDFC
Sukhala Kheti Bari Center Sole proprietorship PSB
Lakshmi Feed mill Sole proprietorship HDFC
Note: New Industries coming up in Metro park can be future potential customers.
Petrol Pumps
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Name of Name of Primary

Name of Proprietor Using POS Machine
Establishment Banker
Shaheed Krishna
Harmanpreet Singh
Mohan Filling HDFC Bank Yes
Brar
Station
Tiwana Kissan
Service Kendra Gursharan Kaur HDFC Bank Yes
Pump
Reliance Ahuja HDFC Bank
Ruby Yes
Service Station (Partnership)
Schools and Educational Institutes
 There are 5 government schools in the area .

 The government of schools of the villages of the catchment.
 Most of the teachers in these schools are on contract basis only a few teachers are
permanent.
 Teachers have their savings accounts in the branch.
Residential Catchment(Society)
 Mohali Hills and Emaar are the new coming up societies around the branch some
people who have already gained possession in the branch have had their account
opened in the branch and can be utilised for further potential after 100% possession of
the residents have been done.
Residential Catchment (Villages)
Name of village No. Of households Scope for products

Savings Account,Fixed
Deposit ,Recurring
Saneta 1500
deposit,Kisan Gold Card,
Auto and TWC Loans
Deposit ,Recurring
Bathlana 1200
Auto and TWC Loans
Gudana 800 Savings Account,Fixed
Deposit ,Recurring
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Auto and TWC Loans
Deposit ,Recurring
Gobindgarh 1000
Auto and TWC Loans
Deposit ,Recurring
Dhelpur 800
Auto and TWC Loans
Deposit ,Recurring
Dhurali 800
Auto and TWC Loans
Deposit ,Recurring
Nagari 1000
Auto and TWC Loans
Deposit ,Recurring
Dheri 600
Auto and TWC Loans
Deposit ,Recurring
Manakpur Kalan 800
Auto and TWC Loans
Auto and Two-wheeler loan
 The rate of interest is too high for Auto loans as compared to financing done by
agencies. Lowest car loan interest rate currently offered by HDFC Bank is 9.25%.Still
from walk-ins the branch gains about 2-3 TWL per month.
Government/Institutional Business
 Gurudwara Banda Bahadur Sahib, Saneta- The committee had approved for opening
of the Saneta Gurudwara Sahib account the same could not be materialised because of
the non-registration of the same . Gurudwara is getting registered and further action
can be taken only then.
Restaurants and Dhabas
Page 46 of 59
 JPR- JAGAT PUNJABI RASOI -Already have an account with the branch both
current and savings also has been asked by employees of the branch to open new
accounts for employees and to get loan transferred for other bank to this branch .
Proprietor will think about it and make a decision about it.
 Sher-e-Punjab Dhaba -Current Account and POS machine already with the bank.
 Jashan Vaishnao Dhaba - In talks for opening a current account with the branch.
Living India – News
 Living India News is a premium, 24x7, Hindi satellite news channel based out of
Tangori (Mohali), Punjab, India. The channel provides extensive coverage of news
and events in the states of Punjab, Haryana, HP, J&K, Delhi, Uttrakhand and UT
Chandigarh.Current account for living India has already been opened in the bank.
Doctors and Teachers
 Accounts of first three doctors are already with the branch. Dr. Mohit Attri has his
clinic in the village and also has his Doctors account opened here in the branch.
 About 3 teachers have their accounts with the branch and are satisfied with the
services of the branch.
Builders
 Branch is having one lead of 4 BUILDER's account and leads of 5 more current
accounts and approximate 3.5 CR funds are expected. 12 new current accounts has
been opened in this financial year.
New acquisitions
New private companies are acquiring land around the branch these companies have their
existing bank accounts but these can be a growing potential for customer base in the area .
The private companies are:
• Sunny
• Gilco
• MK Technology park
Police station Saneta
 There is also a police station in the catchment and the police officers have their saving
accounts with the branch. Some of these officers have shown interest in having credit
cards and are being pursued for the same.
Page 47 of 59
RESIDENTIAL CATCHMENT
The population of the village is approximately 2500. 80 percent of this population are
engaged in agricultural activities. Residential Catchment includes nearby villages like
Sukhgarg,Durali,Chau Majra,Raipur,Dhaddy ,Bathlana,Gobindgarh,Tasoli ,Dhelpur and
Gudana .
For Residential Scoping the method used was of snowball sampling.
Snowball sampling is where research participants recruit other participants for a test or
study. It is used where potential participants are hard to find. It's called snowball
sampling because (in theory) once you have the ball rolling, it picks up more “snow” along
the way and becomes larger and larger.
Here as the beginning test samples the Big landlords, Moneylenders, farmers ,Sarpanchs and
ex-Sarpanchs were contacted with whom the BM Krishan Singh had good relations.
The village panchayat elections had just taken place so for convenience some Ex-Sarpanchs
were contacted with whom the BM already had deep relations names of them are as follows:
Name of Village Point of Contact Number of households

Saneta Sanjeev Kumar 1500
Bathlana Dharam Singh 1200
Gudana Kulvir Singh 800
Gobindgarh Angrej Singh 1000
Dhelpur Baljeet Singh 800
Chau Majra Hardev Singh 800
Raipur Kalan Rajesh Kumar 1000
Sukhgarh Harpal Singh 600
Branch also visits some wealthy individuals of the village and surroundings and requested
them to open their accounts with the bank . Constant follow up is done by the bank with these
individuals.
To name a few Mr Sanjeev kumar , Mr Jaspal Singh, Mr Harbans Singh,Mr Surinder Singh ,
Rajinder Singh Durali ,Bal Krishan, Pankaj Kumar , Barinder Kumar , Dr Khushi Ram ,
Manpreet Singh.
List of big Farmers /Milk Producers /Pradhans:
Name Primary Banker Family Account
Page 48 of 59
Jaspal Singh Now HDFC from Y

SBI ,PSB,PNB
Sanjeev Kumar Now HDFC from Y
SBI,PNB
Dharam Singh Now shifted to Y
HDFC from
SBI,PNB
Baljeet Singh Now HDFC from Y
SBI
Kulvir Singh Now HDFC from Y
SBI
Harpal Singh SBI,Grameen Bank N
Angrej Singh PSB,PNB N

Hardev Singh SBI N
Nasib Singh Now shifted to Y
HDFC from
SBI,PNB
Rajesh Kumar SBI, PSB Y
These wealthy landlords of the village have been pitched and will refer other customers to
join this bank and opem their accounts here.
Already Account Holding Customers
To know which product needs to be pitched to which customer a google form was made and
filled with the responses of the Walk-ins and data accumulated to segregate the audience on
the basis of various factors such as income, education, age , demographics ,etc.
Customer analysis :
A total of 69 customers were surveyed. Questions that were asked from these
customers were such to acquire information about there:
1. Occupation they are in.

2. Age group they belong.
3. Income group to which they belong.
4. Bank and Bank products they prefer.
Page 49 of 59
5. Usage of net banking product.

6. Usage of mobile application.
7. Usage of their credit card.
8. Usage of PAYZAPP, HDFC net banking app.
9. Any further requirements.
10. Feedback or reviews.
11. Rating to their bank’s services and products.
12. Their satisfaction level with their bank.
13. Their opinion for HDFC bank and its products.
RESULTS FROM GOOGLE FORM
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ANNEXURE
Market research about Banking Sector
* Required
Name *
Phone Number *
Place of residence (City/Village Name) *
Age *
Mark only one oval.
 Less than 18
 18-25
 25-40
 40-60
 Above 60
Gender *
Mark only one oval.
 Female
 Male
 Prefer not to say
 Other:
Qualification *
Mark only one oval.
 Graduate
 Post Graduate
 Under Graduate
 Other:
Occupation
Mark only one oval.
 Agriculture
Page 55 of 59
 Animal Husbandry
 Student
 Business
 Merchant and Trader
 Educational Institutions
 Working in a private company
 Government Employee
 Other
Who is your primary Banker? *
Mark only one oval.
 HDFC
 ICICI
 Government Bank
 Other
 Other:
From how much time have you been associated with the bank? *
Mark only one oval.
 Less than 6 month
 6 months- 1 year
 1 year -2 year
 More than 2 years
 Other:
Is HDFC your primary Banker *
Mark only one oval.
 Yes
 No
HDFC specific survey

How do you came to know about the HDFC Bank?
Mark only one oval.
 Advertisements
 Special offer
 Corporate salary account
 Credibility of Bank
 Bank staff
What are reasons that you have opted for this bank?
Check all that apply.
o Brand Image
o Products and services
o Helping and Hardworking bank staff
o Easy accessibility
Are you aware of the different services offered by the bank?
Mark only one oval.
 Yes
 No
Page 56 of 59
 Maybe
Which of the services do you know about? *
 Savings Account
 Kids account
 HUF Account
 Current account
 Salary account
 Demat account
 Life Insurance
 Term plan
 Health insurance
 Internet Banking
 Mobile Banking
 PayZapp
 Personal Loan
 Home Loan
 Car Loan
 Gold Loan
 KGC Loan/ Agri Loan
 Tractor Loan
 Credit card
 Debit Card
Which of the services are you using?
 Savings Account
 Kids account
 HUF Account
 Current account
 Salary account
 Demat account
 Life Insurance
 Term plan
 Mobile Banking
 PayZapp
 Personal Loan
 Home Loan
 Car Loan
 Tractor Loan
 Debit Card
 Credit Card
Which of the services are you further interested in?
Page 57 of 59

 Savings Account
 Kids account
 HUF Account
 Current account
 Salary account
 Demat account
 Life Insurance
 Term plan
 Mobile Banking
 PayZapp
 Personal Loan
 Home Loan
 Car Loan
 Tractor Loan
 Debit Card
 Credit Card
Do you know about the Digital Banking services provided by the bank?
Mark only one oval.
 Yes
 No
 Maybe
What is the perception about the services provided by the bank?
Mark only one oval.
 Good
 Average
 Excellent
 Other:
Are you satisfied with the dealing of the bank officials?
Mark only one oval.
 Yes
 No
 To some extent
Any problems you are facing regarding the bank ?
 Timeliness
 Customer Relationship
 Infrastructure
 No issues
 Other:
How likely are you to recommend bank services to a friend or a colleagues
Mark only one oval.
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1 2 3 4 5
Very Unlikely Very likely

What is your overall satisfaction ratings with the bank?
Mark only one oval.
1 2 3 4 5
Highly
Highly Satisfied
Dissatisfied
Any other recommendations?

Page 59 of 59

Project Undertaken at HDFC Bank LTD: Segmentation and Penetration

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Segmentation and Penetration

Project Undertaken at HDFC Bank Ltd

Mr Krishan Singh (Branch Manager)

Report Submitted in Partial Fulfilment of the Requirements for Award Of

I hope that this project will be beneficial to the Organization.

Place: Chandigarh Name :

REPORT OF WEEK 2.........................................................................................................35

A bank is a financial institution that accepts deposits from the public and creates credit.

HISTORY OF BANKING IN INDIA:

Reserve Bank of India

Schedule Banks Non-Schedule

State co-op Commercial Central co-op

Public Sector Private Sector HDFC, ICICI

State Bank of India Other Nationalized Regional Rural

1) Reserve Bank of India (RBI)

The Reserve Bank of India (RBI) is India's central banking institution, which controls

5) Regional Rural Banks

Payments banks are a new model of banks conceptualized by the Reserve Bank of

7) Small Finance Bank

ROLE OF BANKS IN THE DEVELOPMENT OF INDIAN ECONOMY:

· Commercial banks are encouraging people to save.

· Through the Co-ordinating function between savings and investments, Commercial

· Commercial banks are of great assistance in foreign trade.

· Commercial banks promote balanced regional development in the country by

· By providing agricultural credit, Commercial banks also help to promote primary

· Commercial banks help in expanding the size of the market.

RECENT CHALLENGES FACED BY BANKS:

UNHEDGED FOREX EXPOSURE

EMPLOYEE AND TECHNOLOGY

governor said. Moreover, banks - especially government-owned banks - need to

BALANCE SHEET MANAGEMENT

1. State Bank of India- SBI is the second most-

ABOUT THE COMPANY

BALANCE SHEET SIZE

CAPITAL ADEQUACY RATIO

TIER I CAPITAL RATIO

GROSS NON-PERFORMING ASSETS

Profit after Tax

2009 - 2010 2010- 2011 2011 - 2012

Whole Sale Banking

Centurion Bank of Punjab

HDFC BANK LIMITED PORTER’S FIVE FORCES ANALYSIS

Threat of New Entrants

Bargaining Power of Suppliers

Bargaining Power of Buyers

Rivalry Among Existing Firms

Implications of Porter Five Forces on HDFC Bank Limited

AWARDS AND ACHIEVEMENT – BANKING SERVICES

IDC Financial Asia's Most Secure Bank

 Mrs. Shyamala Gopinath

 Mr. Malay Patel

 Mr. Keki Mistry

 Mr. Aditya Puri

 Mr. Kaizad Bharucha

 Mr. Umesh Chandra Sarangi

 Mr. Srikanth Nadhamuni

 Mr. Sanjiv Sachar

 Mr. Sandeep Parekh

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