“Customer perception about private banks ”

Under the supervision of: Submitted by: -

Dr. Raghuvir Singh Anuja Agarwal

(Director, CIPS) (PGDM-II Sem.)

Submitted to:

Centurion Institute of Professional Studies,

Sector-18, Kumbha marg, Pratap Nagar Jaipur

10, May,2010

ACADEMIC SESSION 2008-10

 PREFACE

The MBA curriculum is designed in such a way that student can grasp maximum

knowledge and can get practical exposure to the corporate world in minimum possible time.

Business schools of today realize the importance of practical knowledge over the theoretical

base.

The research report is necessary for the partial fulfillment of MBA curriculum and it

provides an opportunity to the researcher in understanding the industry with special emphasis

on the development of skills in analyzing and interpreting practical problems through the

application of management theories and techniques. It is a new platform of learning through

practical experience, which incorporates survey and comparative analysis. It gives the learner

an opportunity to relate the theory with the practice, to test the validity and applicability of

his classroom learning against real life business situations.

The researcher has conducted a research on “Customer perception about private banks”
 ACKNOWLEDGEMENT

The research work requires co-operation of many people and this work is no

exception. It is difficult to thank individually all the persons who patronized this work. The

researcher had asked for favors, borrowed ideas, expressions and facts from so many that it

would require one volume to give credit to all. So, the researcher wants to thank all the

patrons of this report

First and foremost, we would like to express our sincere and profound gratitude to

Mrs. Babita Jha (Faculty member of Centurion Institute of Professional Studies, Jaipur),

whose guidance has given a proper shape to this project. This is because of her attitude

towards excellence, and helping nature has been source of constant inspiration. Her

unhitching support during our work is very admirable. She is the true driving force behind

this work throughout, constantly encouraging us to do our best and inspiring us to aim higher.

We will be failing in our duty, if we do not express our thanks to our Parents and

family members for generating Confidence in us right from the commencement of this task to

its accomplishment.

We want to thank our friends who extended their cooperation and were patient at all

stages of our work.

Last but not the least, we are thankful to all respondents, who gave us their precious time and

support to fulfill this task, without their co-operation the study would not have seen the light

of the day.

10, May, 2010

Anuja agrawal
 EXECUTIVE SUMMARY.
This Project is totally focused on finance of Mutual Funds
This project is made on the topic of Identify and analyze the factors which affects the
customer for investing in Reliance mutual funds at the city of Jaipur. This project is
totally focused on consumer’s opinion about the investment in mutual funds in the Reliance.
For defining the research problem clearly firstly I decided to conduct research in the Reliance
mutual funds.
For sampling I use Non-Probability sampling technique in which I use Convenience
Sampling Method as I did not have sufficient time, money and could not have put lot of
efforts sample consist who generally invest in the reliance mutual funds in the city of Jaipur. .
Sample is of size of 100.
Interrogation through personal interview has been use as a data collection technique and
questionnaire is data collection instrument, which is close-ended, after getting these filled
form respondents.
CONTENTS

Serial No. Description Page

No.

Chapter 1 INTRODUCTION 6-7

Chapter 2 PROFILE OF HDFC 8-9

Chapter 3 PROMOTERS IN HDFC 10-17

Awards
Board committee

Chapter 4 Research methodology 18

4.1 Research problem and title of the study
4.2 Objective of the study
4.3 Variables
4.4 Research Design
4.5 Sample Design
4.6 Sample size
4.7 Data collection method
4.8 Data collection instrument

Chapter 5 Data tabulation ,analysis and findings. 19-33

Chapter 6 Conclusion 34

Chapter 7 RECOMMENDATIONS 35

Chapter 8 Limitations 36

Chapter 9 Bibliography 37

ANNEXURE-1 Qusetionnaire 38-40

 Chapter -1
Introduction

Housing Development Finance Corporation Limited, more popularly known as

HDFC Bank Ltd, was established in the year 1994, as a part of the liberalization of
the Indian Banking Industry by Reserve Bank of India (RBI). It was one of the first
banks to receive an 'in principle' approval from RBI, for setting up a bank in the
private sector. The bank was incorporated with the name 'HDFC Bank Limited', with
its registered office in Mumbai. The following year, it started its operations as a
Scheduled Commercial Bank. Today, the bank boasts of as many as 1412 branches
and over 3275 ATMs across India.

Amalgamations
In 2002, HDFC Bank witnessed its merger with Times Bank Limited (a private sector
bank promoted by Bennett, Coleman & Co. / Times Group). With this, HDFC and
Times became the first two private banks in the New Generation Private Sector
Banks to have gone through a merger. In 2008, RBI approved the amalgamation of
Centurion Bank of Punjab with HDFC Bank. With this, the Deposits of the merged
entity became Rs. 1,22,000 crore, while the Advances were Rs. 89,000 crore and
Balance Sheet size was Rs. 1,63,000 crore.

Tech-Savvy
HDFC Bank has always prided itself on a highly automated environment, be it in
terms of information technology or communication systems. All the braches of the
bank boast of online connectivity with the other, ensuring speedy funds transfer for
the clients. At the same time, the bank's branch network and Automated Teller
Machines (ATMs) allow multi-branch access to retail clients. The bank makes use of
its up-to-date technology, along with market position and expertise, to create a
competitive advantage and build market share.

Capital Structure
At present, HDFC Bank boasts of an authorized capital of Rs 550 crore (Rs5.5
billion), of this the paid-up amount is Rs 424.6 crore (Rs.4.2 billion). In terms of
equity share, the HDFC Group holds 19.4%. Foreign Institutional Investors (FIIs)
have around 28% of the equity and about 17.6% is held by the ADS Depository (in
respect of the bank's American Depository Shares (ADS) Issue). The bank has about
570,000 shareholders. Its shares find a listing on the Stock Exchange, Mumbai and
National Stock Exchange, while its American Depository Shares are listed on the
New York Stock Exchange (NYSE), under the symbol 'HDB'.

Products & Services

Personal Banking

 Savings Accounts
 Salary Accounts
 Current Accounts
  Fixed Deposits
 Demat Account
 Safe Deposit Lockers
 Loans
 Credit Cards
 Debit Cards
 Prepaid Cards
 Investments & Insurance
 Forex Services
 Payment Services
 Net Banking
 Insta Alerts
 Mobile Banking
 Insta Query
 ATM
 Phone Banking

NRI Banking

 Rupee Savings Accounts

 Rupee Current Accounts
 Rupee Fixed Deposits
 Foreign Currency Deposits
 Accounts for Returning Indians
 Quick remit (North America, UK, Europe, Southeast Asia)
 India Link (Middle East, Africa)
 Cheque LockBox
 Telegraphic / Wire Transfer
 Funds Transfer through Cheques / DDs / TCs
 Mutual Funds
 Private Banking
 Portfolio Investment Schemes
 Loans
 Payment Services
 Net Banking
 Insta Alerts
 Mobile Banking
 Insta Query
 ATM
 Phone Banking
Chapter-2

HDFC Bank Limited - Company Profile Snapshot

SUPPLEMENTARY ANALYSES REPORTS

FINANCIAL STATEMENT ANALYSIS

  FINANCIAL RATIO ANALYSIS

  WRIGHT QUALITY ANALYSIS ... and more!

Company HDFC Bank

Profile:
Limited
Ticker:500180
Exchanges: OTH BOM
2009 Sales: 197,740,000,000
Major Industry:Financial
Sub Industry: Commercial
Banks
Country: INDIA
Employees: 37836

Business Description

HDFC Bank Limited. The Group's principal activities are to provide

banking and other financial services. The Group operates through
four segments: Treasury, Retail Banking, Wholesale Banking and
Other Banking Business. The Treasury Services segment consists of
net interest earnings on investments portfolio of the bank and gains
or losses on investment operations. The Retail Banking segment
serves retail customers through a branch network and other
delivery channels. This segment raises deposits from customers and
makes loans and provides advisory services to customers. The
Wholesale Banking segment provides loans and transaction services
to corporate and institutional customers. The Other Banking
Operations segment provides services relating to credit cards, debit
cards, third party product distribution and primary dealership
business and other associated costs.
 Chapter 3
Promoter in HDFC
HDFC is India's premier housing finance company and enjoys an impeccable track
record in India as well as in international markets. Since its inception in 1977, the
Corporation has maintained a consistent and healthy growth in its operations to
remain the market leader in mortgages. Its outstanding loan portfolio covers well
over a million dwelling units. HDFC has developed significant expertise in retail
mortgage loans to different market segments and also has a large corporate client
base for its housing related credit facilities. With its experience in the financial
markets, a strong market reputation, large shareholder base and unique consumer
franchise, HDFC was ideally positioned to promote a bank in the Indian environment.

Business focus
HDFC Bank's mission is to be a World-Class Indian Bank. The objective is to build
sound customer franchises across distinct businesses so as to be the preferred
provider of banking services for target retail and wholesale customer segments, and
to achieve healthy growth in profitability, consistent with the bank's risk appetite. The
bank is committed to maintain the highest level of ethical standards, professional
integrity, corporate governance and regulatory compliance. HDFC Bank's business
philosophy is based on four core values - Operational Excellence, Customer Focus,
Product Leadership and People.

Capital Structure
As on 31st March, 2009 the authorised share capital of HDFC Bank is Rs. 550 crore.
The paid-up capital as on the said date is Rs. 425,38,41,090/- ( 42,53,84,109 equity
shares of Rs 10/- each). The HDFC Group holds 19.38% of the Bank's equity and
about 17.70 % of the equity is held by the ADS Depository (in respect of the bank's
American Depository Shares (ADS) Issue). 27.69 % of the equity is held by Foreign
Institutional Investors (FIIs) and the Bank has about 5,48,774 shareholders.
The shares are listed on the Bombay Stock Exchange Limited and The National
Stock Exchange of India Limited. The Bank's American Depository Shares ( ADS )
are listed on the New York Stock Exchange (NYSE) under the symbol 'HDB' and the
Bank's Global Depository Receipts (GDRs) are listed on Luxembourg Stock
Exchange under ISIN No US40415F2002.

Mr. Jagdish Capoor took over as the bank's Chairman in July 2001. Prior to this, Mr.
Capoor was a Deputy Governor of the Reserve Bank of India.
The Managing Director, Mr. Aditya Puri, has been a professional banker for over 25
years, and before joining HDFC Bank in 1994 was heading Citibank's operations in
Malaysia.
The Bank's Board of Directors is composed of eminent individuals with a wealth of
experience in public policy, administration, industry and commercial banking. Senior
executives representing HDFC are also on the Board.
Senior banking professionals with substantial experience in India and abroad head
various businesses and functions and report to the Managing Director. Given the
professional expertise of the management team and the overall focus on recruiting
and retaining the best talent in the industry, the bank believes that its people are a
significant competitive strength.
 Rating

Credit Rating

The Bank has its deposit programs rated by two rating agencies - Credit Analysis &
Research Limited (CARE) and Fitch Ratings India Private Limited. The Bank's Fixed
Deposit programme has been rated 'CARE AAA (FD)' [Triple A] by CARE, which
represents instruments considered to be "of the best quality, carrying negligible
investment risk". CARE has also rated the bank's Certificate of Deposit (CD)
programme "PR 1+" which represents "superior capacity for repayment of short term
promissory obligations". Fitch Ratings India Pvt. Ltd. (100% subsidiary of Fitch Inc.)
has assigned the "AAA ( ind )" rating to the Bank's deposit programme, with the
outlook on the rating as "stable". This rating indicates "highest credit quality" where
"protection factors are very high"
The Bank also has its long term unsecured, subordinated (Tier II) Bonds rated by
CARE and Fitch Ratings India Private Limited and its Tier I perpetual Bonds and
Upper Tier II Bonds rated by CARE and CRISIL Ltd. CARE has assigned the rating
of "CARE AAA" for the subordinated Tier II Bonds while Fitch Ratings India Pvt. Ltd.
has assigned the rating "AAA (ind)" with the outlook on the rating as "stable". CARE
has also assigned "CARE AAA [Triple A]" for the Banks Perpetual bond and Upper
Tier II bond issues. CRISIL has assigned the rating "AAA / Stable" for the Bank's
Perpetual Debt programme and Upper Tier II Bond issue. In each of the cases
referred to above, the ratings awarded were the highest assigned by the rating
agency for those instruments.

Corporate Governance Rating

The bank was one of the first four companies, which subjected itself to a Corporate
Governance and Value Creation (GVC) rating by the rating agency, The Credit
Rating Information Services of India Limited (CRISIL). The rating provides an
independent assessment of an entity's current performance and an expectation on
its "balanced value creation and corporate governance practices" in future. The bank
has been assigned a 'CRISIL GVC Level 1' rating which indicates that the bank's
capability with respect to wealth creation for all itsstakeholders while adopting sound
corporate governance practices is the highest.

Awards and Achievements - Banking Services

It is extremely gratifying that our efforts towards providing customer convenience
have been appreciated both nationally and internationally.
'Asian Banker Best Retail Bank in India Award 2009 '
Asian Banker
Excellence in
Retail Financial
Services

2009
 'Best Bank and Best Cash Management Bank'
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.

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

Business Today 'Best Bank' Award

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

We are aware that all these

awards are mere milestones in
the continuing, never-ending
journey of providing excellent
service to our customers. We
are confident, however, that
with your feedback and support,
we will be able to maintain and
improve our services

ward 2007

The Board's Committees are as follows:

Audit and Compliance Committee

Compensation Committee
Investors' Grievance (SHARE) Committee
Risk Monitoring Committee
Credit Approval Committee
The Premises Committee
Nomination Committee
Fraud Monitoring Committee
Customer Service Committee

Audit and Compliance Committee

The Audit and Compliance Committee of the Bank is chaired by Mr. Arvind Pande.
The other members of the Committee are Mr. Ashim Samanta, Mr. C. M. Vasudev,
Mr. Gautam Divan and Dr. Pandit Palande. Dr. Pandit Palande was inducted as
member of the Committee w.e.f. May 17, 2007. All the members of the Committee
are independent directors and Mr. Gautam Divan is a financial expert.

The Committee met 7 (seven) times during the year.

The terms of reference of the Audit Committee are in accordance with Clause 49 of
the Listing Agreement entered into with the Stock Exchanges in India, and inter alia
include the following:

Overseeing the Bank's financial reporting process and ensuring correct, adequate
and credible disclosure of financial information.
Recommending appointment and removal of external auditors and fixing of their
fees.
Reviewing with management the annual financial statements before submission
to the Board with special emphasis on accounting policies and practices,
compliance with accounting standards and other legal requirements concerning
financial statements.
Reviewing the adequacy of the Audit and Compliance functions, including their
policies, procedures, techniques and other regulatory requirements, and
Any other terms of reference as may be included from time to time in clause 49 of
 the listing agreement.
The Board has also adopted a charter for the audit committee in connection with
certain United States regulatory standards as the Bank's securities are also listed
on New York Stock Exchange.

Compensation Committee

The Compensation Committee reviews the overall compensation structure and

policies of the Bank with a view to attract, retain and motivate employees, consider
grant of stock options to employees, reviewing compensation levels of the Bank's
employees vis-à-vis other banks and industry in general.

The Bank's compensation policy is to provide a fair and consistent basis for
motivating and rewarding employees appropriately according to their job / role size,
performance, contribution, skill and competence.

Mr. Jagdish Capoor, Mr. Ashim Samanta, Mr. Gautam Divan and Dr. Pandit Palande
are the members of the Committee. Dr. Pandit Palande was inducted as member of
the Committee w.e.f. May 17, 2007. The Committee is chaired by Mr. Jagdish
Capoor. All members of the Committee other than Mr. Capoor are independent
directors.
The Committee met 3 (three) times during the year.

Investors' Grievance (SHARE) Committee

The Committee approves and monitors transfer, transmission, splitting and

consolidation of shares and bonds and allotment of shares to the employees
pursuant to Employees Stock Option Scheme. The Committee also monitors
redressal of complaints from shareholders relating to transfer of shares, non-receipt
of Annual Report, dividends etc.

The Committee consists of Mr. Jagdish Capoor, Mr. Aditya Puri and Mr. Gautam
Divan. The Committee is chaired by Mr. Capoor. The Committee met 11 times during
the year. The powers to approve share transfers and dematerialisation requests
have been delegated to executives of the Bank to avoid delays that may arise due to
non-availability of the members of the Committee.

As on March 31, 2008, 43 instruments of transfer representing 3871 shares were

pending and since then the same have been processed. The details of the transfers
are reported to the Board of Directors from time to time.During the year, the Bank
received 142 complaints from shareholders, which have been attended to.The
Committee met 11 (eleven) times during the year.

Risk Monitoring Committee

The committee has been formed as per the guidelines of Reserve Bank of India on
the Asset Liability Management / Risk Management Systems. The Committee
develops Bank's credit and market risk policies and procedures, verify adherence to
various risk parameters and prudential limits for treasury operations and reviews its
risk monitoring system. The committee also ensures that the Bank's credit exposure
to any one group or industry does not exceed the internally set limits and that the risk
is prudentially diversified.

The Committee consists of Mrs. Renu Karnad, Mr. Aditya Puri and Mr. C. M.
Vasudev and is chaired by Mrs. Renu Karnad.

The Committee met 5 (five) times during the year.

Credit Approval Committee

The Credit Approval Committee approves credit exposures, which are beyond the
powers delegated to executives of the Bank. This facilitates quick response to the
needs of the customers and speedy disbursement of loans.
The Committee consists of Mr. Jagdish Capoor, Mr. Aditya Puri, Mr. Keki Mistry and
Mr. Gautam Divan. The Committee is chaired by Mr. Capoor.

The Committee met 2 (two) times during the year.

The Premises Committee

The Premises Committee approves purchases and leasing of premises for the use of
Bank's branches, back offices, ATMs and residence of executives in accordance with
the guidelines laid down by the Board. The committee consists of Mr. Aditya Puri,
Mr. Ashim Samanta, Mrs. Renu Karnad and Dr. Pandit Palande. Dr. Pandit Palande
was inducted as member of the Committee w.e.f. May 17, 2007. The Committee is
chaired by Mrs. Renu Karnad.

The Committee met 4 (four) times during the year.

Nomination Committee

The Bank has constituted a Nomination Committee for recommending the

appointment of independent / non-executive directors on the Board of the Bank. The
Nomination Committee scrutinises the nominations for independent / non-executive
directors with reference to their qualifications and experience. For identifying ‘fit and
proper' persons, the Committee adopts the following criteria to assess competency
of the persons nominated:

Academic qualifications, previous experience, track record, and

Integrity of the candidates.
   
For assessing the integrity and suitability, features like criminal records, financial
position, civil actions undertaken to pursue personal debts, refusal of admission to
and expulsion from professional bodies, sanctions applied by regulators or similar
bodies and previous questionable business practice are considered.
The members of the Committee are Mr. Arvind Pande, Mr. Ashim Samanta and Dr.
Pandit Palande. Dr. Pandit Palande was inducted as member of the Committee
w.e.f. May 17, 2007. The Committee is chaired by Mr. Arvind Pande. All the
members of the Committee are independent directors. The Committee met 2 (two)
times during the year.

Fraud Monitoring Committee

Pursuant to the directions of the Reserve Bank of India, the Bank has constituted a
Fraud Monitoring Committee, exclusively dedicated to the monitoring and following
up of cases of fraud amounting to Rs.1 crore and above. The objective of this
Committee is the effective detection of frauds and immediate reporting thereof to
regulatory and enforcement agencies and actions taken against the perpetrators of
frauds.

The terms of reference of the Committee are as under:

Identify the systemic lacunae, if any, that facilitated perpetration of the fraud and
put in place measures to plug the same.
Identify the reasons for delay in detection, if any, reporting to top management of
the Bank and RBI.
Monitor progress of CBI / police investigation and recovery position.
Ensure that staff accountability is examined at all levels in all the cases of frauds
and staff side action, if required, is completed quickly without loss of time.
Review the efficacy of the remedial action taken to prevent recurrence of frauds,
such as strengthening of internal controls.
Put in place other measures as may be considered relevant to strengthen
preventive measures against frauds.
   
The members of the Committee are Mr. Jagdish Capoor, Mr. Aditya Puri, Mr. Keki
Mistry and Mr. Arvind Pande. The Committee is chaired by Mr. Jagdish Capoor. The
Committee met 4 (four) times during the year.

Customer Service Committee

The Committee monitors the quality of services rendered to the customers and also
ensures implementation of directives received from RBI in this regard. The terms of
reference of the Committee are to formulate comprehensive deposit policy
incorporating the issues arising out of death of a depositor for operations of his
account, the product approval process, the annual survey of depositor satisfaction
and the triennial audit of such services. The members of the Committee are Mr. Keki
Mistry, Mr. Arvind Pande and Dr. Pandit Palande. Dr. Pandit Palande was inducted
as member of the Committee w.e.f. May 17, 2007.
The Committee met 4 (four) times during the year.

The Housing Development Finance Corporation Limited (HDFC) was amongst the
first to receive an 'in principle' approval from the Reserve Bank of India (RBI) to set
up a bank in the private sector, as part of the RBI's liberalisation of the Indian
Banking Industry in 1994. The bank was incorporated in August 1994 in the name of
'HDFC Bank Limited', with its registered office in Mumbai, India. HDFC Bank
commenced operations as a Scheduled Commercial Bank in January 1995.

Chapter - 4

RESEARCH METHODOLOGY

Research Problem- Identify and analyze the factors which affects the private
sector banks .

BROAD AREA: - Finance

Interest Of Area:- HDFC Bank

Objective of the study

 To determine the factors which affects private banks.

 To analyze the factors which affects private sector banks.

Variables
 Interest Rates
 New Scheme
 Lowest account limit
 Available Loan types
 Availability of insurance policies
 Customer Services
 Credit Card Facility

Research Design

 Descriptive(find the associate relationship between variables )

 Population:-“ Bank customer accounts"

Sample Design

 Non probability with convenience

Sample Size

o 100

Data Collection Method

  Interrogation through personal interview.

Data Collection instrument

Questionnaire

Chapter – 5
DATA TABULATION, ANALYSIS

By the responses of different respondents, now we have to tabulate all the required
information which is helpful for our research study. By this table we will conclude the
findings.

 Gender

S.no. Options No. Of Respondents

A. Male 80

B. Female 20

Gender

female
20%

male
80%

80% of the Respondents are male.

20% of the Respondents are female

.
  Age

.
S.no. Options No. Of Respondents

A. Below 20 None

B. 20-30 28

C. 30- 40 42

D. Above 40 30

None

20-30
above 40 28%
30%

30-40
42%

There are no respondents below 20 years.

No. of respondents are 28% under 20-30 years.
No. of respondents are 42% under the age of 30-40 years.
No. of respondents are 30% above 40 years
  Annual Income

S.No Options No. Of Respondents

A. Below 2 lac 39

B. 4-6 lac 15

C. 2-4 lac 21

D. Above 6 25

Annual Income

Above 6
25% Below 2 lac
39%

2-4 lac
21%
4-6 lac
15%

No. of respondents whose annual income is below Rs. 2 lac is 39%

No. of respondents whose annual income is Rs. 4-6 lac is 15%
No. of respondents whose annual income is Rs.2- 4 lac is 21%
No. of respondents whose annual income is above Rs. 6 lac is 25%
Do you have account in bank?

S.no. Options No. of responedents

A. Yes 75
B. No 25

Do you have account in bank

Yes No

25%

75%

There are 75% of respondents who comes under the category of yes
There are 25% of respondents who come under the category of no.
Are this account is beneficial?

S.No. Options No. of respondents

A. Yes 85

B. No 15

Are this account is benefical

No
15%

Yes
85%

85% respondents are there who come under the category of yes.

!5% respondents are there who come under the category of no.
If yes then what are the reasons?

S.NO. Options No. of respondents

A. Less interest rate None

B. Customer service 72

C. New schemes 12

D. Others 16

none

Others
16%

New
schems
12% Customer
72%

There are no respondents under the category of less interest rate.

72% respondents are come under the category of customer services.
12% respondents are come under the category of new schemes.
16% respondents are come under the category of others.

If yes of which bank do you have?

 S.no. Options No. of respondents

A. ICICI 15

B. HDFC 45

C SBI 10
D. Other 30

If yes of which bank do u have?

ICICI
15%
Other
30%

SBI HDFC
10% 45%

No. of respondents of ICICI is 15%

No. of respondents of HDFC is 45%
No. of respondents of SBI is 10%
No. of respondents of Other is 30%

RATE THE PRIVATE SECTOR BANKS ON THE SCALE OF 1-5 AGAINST FACTORS
   MOST VERY INFLUEN LEAST NOT
INFLUENTI INFLUENTI TIAL INFLUENTI INFLUENTI
AL AL AL AL
INTE 7 8 15 12 3
RST
RATE

INTERST RATE
7%
16%
MOST INFLUENTIAL
VERY INFLUENTIAL
27% INFLUENTIAL
LEAST INFLUENTIAL
18%
NOT INFLUENTIAL

33%

Interpretation:-
15% of the respondents say that interest rate is most influential.
18% of the respondents say that interest rate is very influential.
33% of the respondents say that interest rate is influential.
27% of the respondents say that interest rate is least influential.
7% of the respondents say that interest rate is not influential.
 New schemes
  MOST VERY INFLUENTI LEAST NOT
INFLUENTIA INFLUENTIA AL INFLUENTIA INFLUENTIA
L L L L
NEW 12 7 10 11 5
SCHEME
S

NEW SCHEMES
11%

27% MOST INFLUENTIAL

VERY INFLUENTIAL
INFLUENTIAL
24% LEAST INFLUENTIAL
NOT INFLUENTIAL

16%

22%

Interpretation:-
27% of respondents say that new schemes is most influential.
16% of the respondents say that new schemes is very influential.
Most of the people say that still it is not good as well as influential.
   MOST VERY INFLUENTI LEAST NOT
INFLUENTIA INFLUENTIA AL INFLUENTIA INFLUENTIA
L L L L
LOWES 13 6 11 10 5
T
ACCOUN
T LIMIT

LOWEST ACCOUNT LIMIT

11%

29% MOST INFLUENTIAL

VERY INFLUENTIAL
INFLUENTIAL
22%
LEAST INFLUENTIAL
NOT INFLUENTIAL

13%

24%

Interpretation:-
29% respondents say that this facility is mostly satisfying.
13% respondents say that this facility is very satisfying.
But the others respondents say that it influential but not so much
Influential ,it may be lesser than others.
   MOST VERY INFLUENTI LEAST NOT
INFLUENTIA INFLUENTIA AL INFLUENTIA INFLUENTIA
L L L L
AVAILAB 7 5 9 11 13
LE LOAN
TYPE

AVAILABLE LOAN TYPE

16%

29% MOST INFLUENTIAL

VERY INFLUENTIAL
11% INFLUENTIAL
LEAST INFLUENTIAL
NOT INFLUENTIAL

20%
24%

Interpretation:-

16% of the respondents say that available loan type is mostly influential.
Mostly other respondents say that it is not so much influential as other compared to other
variables, but other also is least n influential.
   MOST VERY INFLUENTI LEAST
INFLUENTIA INFLUENTIA AL INFLUENTIAL
L L
AVAILABILITY OF 5 7 9 11
INSURANCE POLICIES

AVAILABILITY OF INSURANCE POLICIES

11%

29% MOST INFLUENTIAL

VERY INFLUENTIAL
16%
INFLUENTIAL
LEAST INFLUENTIAL
NOT INFLUENTIAL

20%
24%

Interpretation:-
11% of the respondents say that availability of insurance policies is most influential.
16% of the respondents say that availability of insurance policies is very influential.
20% of the respondents say that availability of insurance policies is influential.
24% of the respondents say that availability of insurance policies is least influential.
29% of the respondents say that availability of insurance policies is not influential.
 Customer Services

  MOST VERY INFLUENTI LEAST NOT

INFLUENTIA INFLUENTIA AL INFLUENTIA INFLUENTIA
L L L L
CUSTOM 9 11 13 7 5
ER
SERVICES

CUSTOMER SERVICES
11%
20%
MOST INFLUENTIAL
VERY INFLUENTIAL
16%
INFLUENTIAL
LEAST INFLUENTIAL
NOT INFLUENTIAL

24%

29%

Interpretation:-
20% of the respondents feels that customer services is most influential.
But the 29% of the respondents says that customer services is influential but it is low in case
of not influential.
   MOST VERY INFLUENTI LEAST NOT
INFLUENTIA INFLUENTIA AL INFLUENTIA INFLUENTIA
L L L L
CREDI 7 9 5 11 13
T CARD
FACILIT
Y

CREDIT CARD FACILITY

16%
29% MOST INFLUENTIAL
VERY INFLUENTIAL
INFLUENTIAL
20% LEAST INFLUENTIAL
NOT INFLUENTIAL

24% 11%

Interpretation
16% of the respondents say that credit card facility is most influential.
20% of the respondents say that credit card facility is very influential.
11%of the respondents say that credit card facility is influential.
24% of the respondents say that credit card facility is least influential.
29% of the respondents say that credit card facility is not influential.
Chapter-6

CONCLUSION
Finally the conclusion which is generalized after the data analysis is that variety of variables

like interest rate, new schemes ,lowest account limit, customer service, availability of loan

type, availability of insurance policies, credit card facility.

The data analysis reveals the fact that the factor which most influential the customers to take

loan from the HDFC bank is lowest account limit, people closely examine this facility after

getting the benefit.

The second most influential factor is new schemes that the reason people prefer to go to

HDFC bank .

Customer service is treated as third most influential ,as good customer service attract

customer towards this bank.

Credit card facility also get good response from customer towards private banks.

Interest rate and availability of insurance policies have got low response from the customers,

this factor can be improved to increase the number of customers to HDFC bank in alwar.
Chapter 7

RECOMMENDATIONS

 The data reveals that interest rate n availability of loan should be improved so as to

attract customers.

 More credit card facility should be provided so as to given better facility to

customers. More insurance policies should be given to customers.

 Chapter 8

LIMITATIONS

CONSTRAINTS WITH THE RESEARCH

 The research conducted was limited to Alwar city only.

 Due to time constrains more time could not be devoted to individual respondent.

 Due to unwillingness of providing any information, the respondents filled the

questionnaire casually which might have affected the consolation.

 Non-co-operative behavior of respondent was a big problem in this survey.

 Limited knowledge of the researcher in the field of research may lead to

interpretation errors.

 The research was based on primary collection of data through Structured Schedule, so

there may be chances of human error and biasness.

Chapter 9

BIBLIOGRAPHY
Kothari C. R. ; Research Methodology; Second Edition; New Age International (p) Limited,
publisher; 2004 , pp. (1-229).
Research methodology by Shriendeler and cooper ,Third edition
ANNEXURE-1
“ Analyze consumer perception towards private bank in Alwar.”

QUESTIONNAIRE

 Date ……………………………

 Name of Respondent………………………..

 Gender…………………………………

a. Male……. b. Female…..

  Age
a. Below 20 b. 20-30
c. 30-40 d. above 40

 Qualification
a. Graduate b. post –graduate
c. Under- graduate d. Other

o Occupation
a. Student b. Professional
b. Businessman d. Other

o Annual Income
a. Below 2 lac b. 4-6 lac
c. 2-4 lac d. above 6
1. Do you have an account in a bank?

a. Yes……… b. no…….

2. If yes, of which bank do you have ?

a. ICICI b. HDFC
c. SBI d. other

3. Are this account is beneficial?

a. Yes….. b. no……..

4. If yes then what are the reasons?

(a)less interest rate (b)Customer service

(c) New schemes (d) Others
 RATE THE PRIVATE SECTOR BANKS ON THE SCALE OF 1-5 AGAINST FACTORS

EFFECT→ MOST VERY INFLUENTIAL LEAST NOT

FACTORS↓ INFLUENTIAL INFLUENTIAL INFLUENTIAL INFLUENTIAL

INTERST RATE

NEW
SCHEMES
LOWEST
ACCOUNT
LIMIT
AVAILABLE
LOAN TYPE
AVAILABILITY
OF
INSURANCE
POLICIES
CUSTOMER
SERVICES
CREDIT CARD
FACILITY

5) WHAT IS YOUR OVERALL PERCEPTION ABOUT PRIVATE SECTOR BANKS?

………………………………………………………………………………………………