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CONTENTS
CHAPTER-I
INTRODUCTION
DEFINITION
MEANING
CHAPTER-II
OBJECTIVES OF STUDY
NEEDS OF STUDY
USESOF TOPIC
FEATURES OF TOPIC
LIMITATIONS
METHDOLOGY
CHAPTER-III
INDUSTRY PROFILE
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CHAPTER-IV
COMPANY PROFILE
CHAPTER-V
DATA ANALYSIS AND INERPRETATION
CHAPTER-VI
FINDINGS
SUGGESTIONS
CONCLUSION
CHAPTER-VII
BIBLOGRAPHY
APPENDIX
CHAPTER-VIII
QUESTIONARRIES
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CHAPTER-1
INTRODUCTION
CRM, or Customer relationship management, is a number of strategies and
technologies that are used to build stronger relationships between companies
and their customers. A company will store information that is related to their
customers, and they will spend time analyzing it so that it can be used for this
purpose.
Some of the methods connected with CRM are automated, and the purpose of
this is to create marketing strategies which are targeted towards specific
customers. The strategies used will be dependent on the information that is
contained within the system. Customer relationship management is commonly
used by corporations, and they will focus on maintaining a strong relationship
with their clients.
There are a number of reasons why CRM has become so important in the last10 years. The competition in the global market has become highly competitive,
and it has become easier for customers to switch companies if they are not
happy with the service they receive. One of the primary goals of CRM is to
maintain clients. When it is used effectively, a company will be able to build a
relationship with their customers that can last a lifetime. Customer relationship
management tools will generally come in the form of software. Each software
program may vary in the way it approaches CRM. It is important to realize that
CRM is more than just a technology.
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Customer relationship management could be better defined as being a
methodology, an approach that a company will use to achieve their goals. It
should be directly connected to the philosophy of the company. It must guide
all of its policies, and it must be an important part of customer service and
marketing. If this is not done, the CRM system will become a failure. There are
a number of things the ideal CRM system should have. It should allow the
company to find the factors that interest their customers the most. A company
must realize that it is impossible for them to succeed if they do not cater to the
desires and needs of their customers. Customer relationship management is a
powerful system that will allow them to do this.
It is also important for the CRM system to foster a philosophy that is oriented
towards the customers. While this may sound like common sense, there are a
sizeable number of companies that have failed to do it, and their businesses
suffered as a result. With CRM, the customer is always right, and they are the
most important factor in the success of the company. It is also important for the
company to use measures that are dependent on their customers. This will
greatly tip the odds of success in their favor. While CRM should not be viewed
as a technology, it is important to realize that there are end to end processes that
must be created so that customers can be properly served. In many cases, these
processes will use computers and software.
Customer support is directly connected to CRM. If a company fails to provide
quality customer support, they have also failed with their CRM system. When a
customer makes complaints, they must be handled quickly and efficiently.
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The company should also seek to make sure those mistakes are not repeated.
When sales are made, they should be tracked so that the company can analyze
them from various aspects. It is also important to understand the architecture of
Customer relationship management. The architecture of CRM can be broken
down into three categories, and these are collaborative, operational, and
analytical. The collaborative aspect of CRM deals with communication between
companies and their clients.
Customer satisfaction is one of the main objectives of any organization.
Every organization tries to know the customer satisfaction about their products.So a study on customer satisfaction helps the organization as well as me to gain
a vast knowledge over the real world tastes and preferences of customer
Whether the buyer is satisfied after purchase depends on the offers performance
in relation to the buyers expectations. In general satisfaction is a persons
feelings of pleasure or disappointment resulting from comparing a products
perceived performance in relation to his or her expectations.
As this definition makes clear, satisfaction is a function of perceived
performance and expectations. If the performance falls short of expectations,
the customer is dissatisfied. If the performance matches the expectations, the
customer is satisfied. If the performance exceeds expectations, the customer is
highly satisfied or delighted.
Many companies are aiming for high satisfaction because customers who
are just satisfied still find it easy to switch when a better offer comes along.
Those who are highly satisfied are much less ready to switch. High satisfaction
or delight creates an emotional bond with the brand, not just a rational
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preference. The result is high customer loyalty. Xeroxs senior management
believes that a very satisfied or delighted customer is worth 10 times as much to
the company as a satisfied customer. A very satisfied customer is likely to stay
with Xerox many more years and buy more than a satisfied customer will.
How do buyers form their expectations? From past buying experience,
friends and associates advice and marketers and competitors information and
promises. If marketers raise expectations too high, the buyer is likely to be
disappointed, For example, Holiday Inn ran a campaign a few years ago called
No Surprises Yet hotel guests still encountered a host of problems, andHoliday Inn had to withdraw the campaign. However, if the company sets
expectations too low, it wont attract enough buyers (although it will satisfy
those who do buy).
Some of todays most successful companies are raising expectations and
delivering performances to match. These companies are aiming for TCS- total
customer satisfaction. Xerox for example, guarantees total satisfaction and
will replace at its expense any dissatisfied customers equipment within a
period of three years after purchase. Cigna advertises Well never be 100%
satisfied until you are, too. And one of Hondas ads says: One reason our
customers are so satisfied is that we arent. Nissan invites potential infinity
buyers to drop in for a guest drive (not a test drive) because the Japanese
word for customer is honored guest. Look at what high satisfaction can do
Saturn In the late 1980s, Saturn (General Motors newest car division) changed
the whole buyer seller relationship with a New Deal for car buyers There
would be a fixed price (none of the traditional haggling); a 30-day guarantee or
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money back; salespeople on salary, not on commission (none of the traditional
hard sell). Once a sale is made, the sales staff surrounds the new owner for
commemorative photo, with everyone smiling.
The companys fifth anniversary celebration at the Tennessee headquarters was
attended by more than 4000 Saturn from all across the country. Said Saturns
president: Saturn is more than a car its a whole new way of doing things, of
working with our customers and with one another.
A customers decision to be loyal or to defect is the sum of many small
encounters with the company. Consulting firm Forum Corporation says that inorder for all these small encounters to add up to customer loyalty, companies
need to create a branded customer experience. Heres how Canadian PacificHotels, a chain with 27 properties, did just that.
Every business organization depends on customers for sustenance, the question
is how to create and maintain customer satisfaction. Every business
communicates with their clients in many different ways, especially in our
technology rich and information based society. How we treat all of this
information is where CRM plays a key role.
CRM acts as a central repository of information on your clients and potential
clients. Customer relationship management software hones in on the
relationship. As in many publications of late on one to one marketing, cyclical
selling and counselor selling the mainstay is the relationship and how we
recognizeit.
Salesboom.com CRM tools use technology to organize information you receive
about your customers and record it in an orderly manner. Online, hosted, web
based CRM software helps you understand your customer needs and helps you
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recognize the processes in place to achieve your business goals. Customer
loyalty has a significant impact on both the top and bottom line. To maintain
customer loyalty is to be informed on where you have been and where you are
going. The first step in your CRM strategy is to take a snapshot of where you
are currently. From this base you can design streamlined, customized and fully
automated business processes in Salesboom Cloud CRM.
Just think of Cloud CRM as a tool that when you open a customers account,
you can see all the consolidated data about that account: contact information,
account history, sales, cases, invoices, quotes, files, emails, faxes, letters, notes
and any other pertinent information. All of this information is readily available
online, anywhere the Internet is available.
Keeping Your Customers Happy
Since your first concern is customer satisfaction you should be aware of some
emotional stumbling blocks in your path: selective perception, user error and
buyer's remorse.
Selective perception is the process in which a person sees only selected details
from the entire picture. This attention to detail is sometimes petty. For example,
a customer may have a new copying machine that works like a charm, but he is
irritated by the sound of the motor. He focuses only on what is wrong rather
than what is right.
This occurs because buyers expect their purchases to be perfect. Regardless of
the purchase price, they figure that for what they spent, they deserve perfection.
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When you encounter someone who practices selective perception, evaluate the
situation to determine if the complaint is reasonable or exaggerated.
If it is exaggerated, try to resolve the problem by pointing out benefits and
features that compensate. Put the negative detail in a different perspective for
your client so that it becomes one small part of the total picture.
Many sales involve the installation of a new system or piece of equipment, and
the buyer or their employees must be trained to use it. Their successful use of
the equipment depends upon the effectiveness of the training, and it is
imperative that the salesperson follows through after the training period to make
sure the client uses the purchase properly.
It is not uncommon for people to forget 75 percent of what they hear after two
days. This can cause "user error", which will significantly affect the outcome of
your test and may prevent your client from reaching his success criteria.
Often a client will be unhappy about a purchase and not realize that it is due to
improper operation. The more complex something is, the more training it
requires using it properly. In the interest of implementing the product quickly,
users may settle for incomplete training or become sloppy in their application of
good training. In any case, look for user error whenever a success criterion is
not reached.
"Buyer's remorse" refers to the regret that a buyer feels after making a purchase.
It could be caused by selective perception, user error, or the client's error.
Whatever the reason, the full benefits of the product are not realized.
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DEFINITION:
According to philipkotler CRM is ( Customer Relationship Management )
encloses two concepts, the CRM refers to the strategy of the business address to
the client as well as every computing application , including the software and
the hardware known as front office. They are necessary to process, to analyse
and expose the outcome information to measure and feed the developed strategy
of the enterprise.
MEANING:
Customer Relationship Management is a customer-focused
business strategy designed to optimize revenue, profitability,
and customer loyalty.
By implementing a CRM strategy, an organization can
improve the business processes and technology solutions
around selling, marketing and servicing functions across all
customer touch-points (for example: Web, e-mail, phone,
fax,in-person).
A primary objective of CRM is to provide the entire
organization with a complete, 360-degree view of the
customer, no matter where the information resides or where
the customer touch-point occurred.
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Today, many businesses manage different aspects of
customer relationships with multiple information systems,
which weaken customer service and ultimate reduce total
sales potential.
To realize the benefits of CRM, it is important to have an
integrated solution across all customer information systems,
tying together the front and back offices for a complete view
of customers in order to service them better.
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CHAPTER-II
OBJECTIVE OF STUDY
Strategic Analysis of emerging markets for private sector banks.In preview of
HDFC bank
To study the customer relationship management in HDFC Bank
To study the performance of the bank
Based on gender and age group what is the response of the respondents towards this
branch.
Would respondents open an account in this Bank.
To observe if people still prefer Public Banks over Private Banks, being more safe
and secure.
NEEDS OF STUDY:
USES OF TOPIC:
FEATURES OF TOPIC:
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LIMITATIONSOF STUDY:
The survey that I have conducted was very interesting. I really enjoyed interacting
with people of the AP Region and knowing about their views about the banks in
Indian Sector. But there are some limitations too.
For selling banking products, banks continuously make calls to the people and push
them their banking products. Some people get frustrated by the continuous calling
from the banks. So, when they came to know that I am from some banks, they start
scolding either the bank or the sales persons who is making them the calls. So, it
became hindrance in my study.
People do not want to disclose their contact no. especially to person who is coming
from the banks. Moreover, getting the contact numbers is very much required for the
banks.
METHDOLOGY OF STUDY:
DATA RESOURCE: The data is primarily data and secondary data.
PRIMARY DATA: The data is collected through the interactions with
financial manager of the organization and other employees in the finance
department.
SECONDARY DATA: The secondary data was be collected through various
journals, newspapers, websites, magazines etc.,
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.
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CHAPTER-III
INDUSTRY PROFILE
INDIAN BANKING STRUCTURE
Banking in India originated in the last decades of the 18th century. The oldest bank in
existence in India is the State Bank of India, a government-owned bank that traces its
origins back to June 1806 and that is the largest commercial bank in the country. Central
banking is the responsibility of the Reserve Bank of India, which in 1935 formally took
over these responsibilities from the then Imperial Bank of India, relegating it to commercial
banking functions. After India's independence in 1947, the Reserve Bank was nationalized
and given broader powers. In 1969 the government nationalized the 14 largest commercial
banks; the government nationalized the six next largest in 1980.
Currently, India has 88 scheduled commercial banks (SCBs) - 27 public sector banks (that is
with the Government of India holding a stake), 31 private banks (these do not have
government stake; they may be publicly listed and traded on stock exchanges) and 38 foreign
banks. They have a combined network of over 53,000 branches and 17,000 ATMs.According to a report by ICRA Limited, a rating agency, the public sector banks hold over 75
percent of total assets of the banking industry, with the private and foreign banks holding
18.2% and 6.5% respectively.
BANKS IN INDIA
In India the banks are being segregated in different groups. Each group has their own benefits
and limitations in operating in India. Each has their own dedicated target market. Few of
them only work in rural sector while others in both rural as well as urban. Many even are
only catering in cities. Some are of Indian origin and some are foreign players.
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All these details and many more are discussed over here. The banks and its relation with the
customers, their mode of operation, the names of banks under different groups and other such
useful informations are talked about.
One more section has been taken note of is the upcoming foreign banks in India. The RBI has
shown certain interest to involve more of foreign banks than the existing one recently. This
step has paved a way for few more foreign banks to start business in India.
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Scheduled Banks in India
Schedule CommercialBanks
Schedule Co-operativeBanks
Public
sector
banks(27)
Private
Sector
Banks(30)
Foreign
Banks
in India(36)
Regional
Rural
Banks
(196)
Scheduled
Urban Co-
operative
Banks
(57)
Scheduled
State Co-
operative
Banks (16)
Nationalized
Banks (19)
SBI &its
Subsidia
ries (8)
Old
Private
Sector
Banks
21
New
Private
Sector
Banks (9)
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PUBLIC SECTOR BANKS IN INDIA
Among the Public Sector Banks in India, United Bank of India is one of the 14 major banks
which were nationalized on July 19, 1969. Its predecessor, in the Public Sector Banks, theUnited Bank of India Ltd., was formed in 1950 with the amalgamation of four banks viz.
Comilla Banking Corporation Ltd. (1914), Bengal Central Bank Ltd. (1918), Comilla Union
BankLtd. (1922) and Hooghly Bank Ltd. (1932).
Oriental Bank of Commerce (OBC), a Government of India Undertaking offers Domestic,
NRI and Commercial banking services. OBC is implementing a GRAMEEN PROJECT in
Dehradun District (UP) and Hanumangarh District (Raiasthan) disbursing small loans. This
Public Sector Bank India has implemented 14 point action plan for strengthening of credit
delivery to women and has designated 5 branches as specialized branches for women
entrepreneurs.
The following are the list of Public Sector Banks in India
Allahabad Bank
Andhra Bank
Bank of Baroda
Bank of India
Bank of Maharashtra
Canara Bank
Central Bank of India
Corporation Bank
Dena Bank
http://finance.indiamart.com/investment_in_india/public_sector_banks.htmlhttp://finance.indiamart.com/investment_in_india/public_sector_banks.htmlhttp://finance.indiamart.com/investment_in_india/public_sector_banks.htmlhttp://finance.indiamart.com/investment_in_india/public_sector_banks.html7/31/2019 Sarath Hdfc Crm Report
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Indian Bank
Indian Overseas Bank
Oriental Bank of Commerce
Punjab & Sind Bank
Punjab National Bank
Syndicate Bank
UCO Bank
Union Bank of India
United Bank of India
Vijaya Bank
List of State Bank of India and its subsidiary, a Public Sector Banks
State Bank of India
o State Bank of Bikaner & Jaipur
o State Bank of Hyderabad
o State Bank of Indore
o State Bank of Mysore
o State Bank of Saurastra
o State Bank of Travancore
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PRIVATE SECTOR BANKS IN INDIA
Private Banking in India was practiced since the beginning of banking system in India. The
first private bank in India to be set up in Private Sector Banks in India was IndusInd Bank. Itis one of the fastest growing Bank Private Sector Banks in India. IDBI ranks the tenth largest
development bank in the world as Private Banks in India and has promoted a world class
institutions in India.
The first Private Bank in India to receive an in principle approval from the Reserve Bank of
India was Housing Development Finance Corporation Limited, to set up a bank in the private
sector banks in India as part of the RBI's liberalization of the Indian Banking Industry. It was
incorporated in August 1994 as HDFC Bank Limited with registered office in Mumbai and
commenced operations as Scheduled Commercial Bank in January 1995.
ING Vysya, yet another Private Bank of India was incorporated in the year 1930. Bangalore
has a pride of place for having the first branch inception in the year 1934. With successive
years of patronage and constantly setting new standards in banking, ING Vysya Bank has
many credits to its account.
List of Private Banks in India
Bank of Punjab
Bank of Rajasthan
Catholic Syrian Bank
City Union Bank
Dhanalakshmi Bank
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Development Credit Bank
Federal Bank
HDFC Bank
ICICI Bank
IDBI Bank
IndusInd Bank
ING Vysya Bank
Jammu & Kashmir Bank
Karnataka Bank
Karur Vysya Bank
Laxmi Vilas Bank
South Indian Bank
United Western Bank
UTI Bank
2.4 COOPERATIVE BANKS IN INDIA
The Co operative banks in India started functioning almost 100 years ago. The Cooperative
bank is an important constituent of the Indian Financial System, judging by the role assignedto co operative, the expectations the co operative is supposed to fulfill, their number, and the
number of offices the cooperative bank operate. Though the co operative movement
originated in the West, but the importance of such banks have assumed in India is rarely
paralleled anywhere else in the world. The cooperative banks in India plays an important role
even today in rural financing. The businesses of cooperative bank in the urban areas also has
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increased phenomenally in recent years due to the sharp increase in the number of primary
co-operative banks.
Co operative Banks in India are registered under the Co-operative Societies Act. The
cooperative bank is also regulated by the RBI. They are governed by the Banking
Regulations Act 1949 and Banking Laws (Co-operative Societies) Act, 1965.
Cooperative banks in India finance rural areas under:
Farming
Cattle
Milk
Hatchery
Personal finance
Cooperative banks in India finance urban areas under:
Self-employment
Industries
Small scale units
Home finance
Consumer finance
Personal finance
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Some facts about Cooperative banks in India
Some cooperative banks in India are more forward than many of the state and private
sector banks.
According to NAFCUB the total deposits & lendings of Cooperative Banks in India
is much more than Old Private Sector Banks & also the New Private Sector Banks.
This exponential growth of Co operative Banks in India is attributed mainly to their
much better local reach, personal interaction with customers, and their ability to catch
the nerve of the local clientele.
2.5 REGIONAL RURAL BANKS IN INDIA
Rural banking in India started since the establishment of banking sector in India. Rural Banks
in those days mainly focused upon the agro sector. Regional rural banks in India penetrated
every corner of the country and extended a helping hand in the growth process of the
country.
SBI has 30 Regional Rural Banks in India known as RRBs. The rural banks of SBI is spread
in 13 states extending from Kashmir to Karnataka and Himachal Pradesh to North East. The
total number of SBIs Regional Rural Banks in India branches is 2349 (16%). Till date in
rural banking in India, there are 14,475 rural banks in the country of which 2126 (91%) are
located in remote rural areas.
Apart from SBI, there are other few banks which functions for the development of the rural
areas in India. Few of them are as follows.
Haryana State Cooperative Apex Bank Limited
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The Haryana State Cooperative Apex Bank Ltd. commonly called as HARCOBANK plays a
vital role in rural banking in the economy of Haryana State and has been providing aids and
financing farmers, rural artisans, agricultural laborers, entrepreneurs, etc. in the state and
giving service to its depositors.
NABARD
National Bank for Agriculture and Rural Development (NABARD) is a development bank in
the sector of Regional Rural Banks in India. It provides and regulates credit and gives service
for the promotion and development of rural sectors mainly agriculture, small scale industries,
cottage and village industries, handicrafts. It also finances rural crafts and other allied rural
economic activities to promote integrated rural development. It helps in securing rural
prosperity and its connected matters.
Sindhanur Urban Souharda Co-operative Bank
Sindhanur Urban Souharda Co-operative Bank, popularly known as SUCO BANK is the first
of its kind in rural banks of India. The impressive story of its inception is interesting and
inspiring for all the youth of this country.
United Bank of India
United Bank of India (UBI) also plays an important role in regional rural banks. It has
expanded its branch network in a big way to actively participate in the developmental of the
rural and semi-urban areas in conformity with the objectives of nationalization.
Syndicate Bank was firmly rooted in rural India as rural banking and has a clear vision of
future India by understanding the grass root realities. Its progress has been abreast of thephase of progressive banking in India especially in rural banks.
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FOREIGN BANKS IN INDIA
Foreign Banks in India always brought an explanation about the prompt services to
customers. After the set up foreign banks in India, the banking sector in India also becomecompetitive and accurative.
New rules announced by the Reserve Bank of India for the foreign banks in India in this
budget have put up great hopes among foreign banks which allow them to grow unfettered.
Now foreign banks in India are permitted to set up local subsidiaries. The policy conveys that
foreign banks in India may not acquire Indian ones (except for weak banks identified by the
RBI, on its terms) and their Indian subsidiaries will not be able to open branches freely.
Please see the list of foreign banks in India till date.
List of Foreign Banks in India
ABN-AMRO Bank
Abu Dhabi Commercial Bank
Bank of Ceylon
BNP Paribas Bank
Citi Bank
China Trust Commercial Bank
Deutsche Bank
HSBC
JPMorgan Chase Bank
Standard Chartered Bank
Scotia Bank
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Taib Bank
By the year 2009, the list of foreign banks in India is going to become more quantitative as
number of foreign banks are still waiting with baggage to start business in India.
UPCOMING FOREIGN BANKS IN INDIA
By 2009 few more names is going to be added in the list of foreign banks in India. This is as
an aftermath of the sudden interest shown by Reserve Bank of India paving roadmap for
foreign banks in India greater freedom in India. Among them is the world's best private bank
by EuroMoney magazine, Switzerland's UBS.
The following are the list of foreign banks going to set up business in India
Royal Bank of Scotland
Switzerland's UBS
US-based GE Capital
Credit Suisse Group
Industrial and Commercial Bank of China
Merrill Lynch is having a joint venture in Indian investment banking space -- DSP Merrill
Lynch. Goldman Sachs holds stakes in Kotak Mahindra arms.GE Capital is also having a
wide presence in consumer finance through GE Capital India.
India's GDP is seen growing at a robust pace of around 7% over the next few years, throwing
up opportunities for the banking sector to profit from.
The credit of banks has risen by over 25% in 2004-05 and the growth momentum is expected
to continue over the next four to five years.
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Participation in the growth curve of the Indian economy in the next four years will provide
foreign banks a launch pad for greater business expansion when they get more freedom after
April 2009.
COMPANY PROFILE-V
BACKGROUND
The Housing Development Finance Corporation Limited (HDFC) was amongst the first to
receive an 'in principle" approval from the Reserve Bank of India (RBI) to set up a bank in
the private sector. as part of the RBI's liberalization of the Indian Banking Industry in 1994,
The bank was incorporated in August 1994 in the name of 'HDFC Bank Limited', with its
registered office in Mumbai, India. HDFC Bank commenced operations as a Scheduled
Commercial Bank in January 1995.
PROMOTER
HDFC is India's premier housing finance company and enjoys an impeccable track record in
India as well as in international markets. Since its inception in 1977, the Corporation has
maintained a consistent and healthy growth in its operations to remain the market leader in
mortgages.
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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.
1.2 CAPITAL STRUCTURE
The authorized capital of HDFC Bank is Rs.450 crore (Rs.4.5 billion). The paid-up capital is
Rs.309.9 crore (Rs.3.09 billion). The HDFC Group holds 22.2% of the bank's equity and about
19.5% of the equity is held by the ADS Depository (in respect of the bank's American
Depository Shares (ADS) Issue). Roughly 31.7% of the equity is held by Foreign Institutional
Investors (FIIs) and the bank has about 190,000 shareholders. The shares are listed on the
Stock Exchange, Mumbai and the National Stock Exchange. The bank's American Depository
Shares are listed on the New York Stock Exchange (NYSE) under the symbol "HDB".
TIMES BANK AMALGAMATION
In a milestone transaction in the Indian banking industry, Times Bank limited (another new
private sector bank promoted by Bennett. Coleman & Co/Times Group) was merged with
HDFC Bank Ltd. effective February 26, 2000. As per the scheme of amalgamation approved
by the shareholders of both banks and the Reserve Bank of India, shareholders of Times Bank
received I share of HDFC Bank for every 5.75 shares of Times Bank. The acquisition added
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significant value to HDFC Bank in terms of increased branch network, expanded geographic
reach, enhanced customer base, skilled manpower and the opportunity to cross-sell and
leverage alternative delivery channels. HDFC Bank acquired the Centurion Bank of Punjab
(CBoP) for Rs 9,510 crore which is one of the largest mergers in the financial sector in India.
1.3 DISTRIBUTION NETWORK
HDFC Bank is headquartered in Mumbai. The Bank at present has an enviable network of
over 499 branches spread over 219 cities across India. All branches are linked on an online
real-time basis. Customers in over 120 locations are also serviced through Telephone Banking.
The Bank's expansion plans take into account the need to have a presence in all major
industrial and commercial centers where its corporate customers are located as well as theneed to build a strong retail customer base for both deposits and loan products. Being a
clearing/settlement bank to various leading stock exchanges, the Bank has branches in the
centers where the NSE/BSE has a strong and active member base.
The Bank also has a network of about over 1054-networked A TMs across these cities.
Moreover, all domestic and international Visa/MasterCard,' Visa Electron/Maestro, Plus/Cirrus
and American Express Credit/Charge cardholders can access HDFC Banks ATM network.
1.4 MANAGEMENT
COMPOSITION OF BOARD
The Composition of the Board of Directors of the Bank is governed by the Companies Act,
1956, the Banking Regulation Act, 1949 and the listing requirements of the Indian Stock
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Exchanges where securities issued by the Bank are listed. The Board has strength of 12
Directors as on March 31, 2009. All Directors other than Mr. Aditya Puri, Mr. Harish
Engineer and Mr. Paresh Sukthankar are non-executive directors. The Bank has five
independent directors and seven non-independent directors. The Board consists of eminent
persons with considerable professional expertise and experience in banking, finance,
agriculture, small scale industries and other related fields.
None of the Directors on the Board is a member of more than 10 Committees and Chairman
of more than 5 Committees across all the companies in which he/she is a Director. All the
Directors have made necessary disclosures regarding Committee positions occupied by them
in other companies.
Mr. Jagdish Capoor, Mr. Keki Mistry, Mrs. Renu Karnad, Mr. Vineet Jain, Mr.
Aditya Puri, Mr. Harish Engineer and Mr. Paresh Sukthankar are non-independent
Directors on the Board.
Mr. Arvind Pande, Mr. Ashim Samanta, Mr. Gautam Divan, Mr. C. M. Vasudev and
Dr. Pandit Palande are independent directors on the Board.
Mr. Keki Mistry and Mrs. Renu Karnad represent HDFC Limited on the Board of the
Bank.
Mr. Vineet Jain represents Bennett, Coleman Group on the Board of the Bank.
The Bank has not entered into any materially significant transactions during the year, which
could have a potential conflict of interest between the Bank and its promoters, directors,
management and/or their relatives, etc. other than the transactions entered into in the normal
course of business. The Senior Management have made disclosures to the Board confirming
that there are no material, financial and/or commercial transactions between them and the
Bank which could have potential conflict of interest with the Bank at large.
Mr. Jagdish Kapoor took over as the bank's Chairman in July 2001. Prior to this, Mr. Kapoor
was a Deputy Governor of the Reserve Bank of India.The Managing Director, Mr.Aditya Purl,
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
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eminent individuals with a wealth of experience in public policy, administration, industry and
commercial banking. Senior executives representing HDFC are also on the Board.
Senior banking professionals with substantial experience' in India and abroad head various
businesses and functions and report to the Managing Director. Given the professional
expertise of the management team and the overall focus on recruiting and retaining the best
talent in the industry, the bank believes that its people are a significant competitive strength.
TECHNOLOGY
HDFC Bank operates in a highly automated environment in terms of information technology
and communication systems. All the bank's branches have online connectivity, which enables
the bank to offer speedy funds transfer facilities to its customers. Multi-branch access is also
provided to retail customers through the branch network and Automated Teller Machines
(ATMs).
The Bank has made substantial efforts and investments in acquiring the best technology
available internationally, to build the infrastructure for a world-class bank. In terms of
software, the Corporate Banking business is supported by Flex cube, while the Retail Banking
business by Fin ware, both from i-flex Solutions Ltd. The systems are open, scalable and web-
enabled.
The Bank has prioritized its engagement in technology and the internet as one of its key goals
and has already made significant progress in web-enabling its core businesses. In each of its
businesses, the Bank has succeeded in leveraging its market position, expertise and
technology to create a competitive advantage and build market share
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LISTING
Indian Listing
The equity shares of the Bank are listed at the following Stock Exchanges in India :
SN. Name and address of the stock
exchange.
Stock Code
1. Bombay Stock Exchange Limited
Phiroze Jeejeebhoy Towers,
Dalal Street, Fort,Mumbai 400 023
500180
2. The National Stock Exchange of India
Limited
Exchange Plaza, 5th Floor,
Bandra Kurla Complex,
Bandra, Mumbai 400 051
HDFC Bank
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RATINGS
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 "tAAA ( ind )" rating to the Bank's
deposit programme, with the outlook on the rating as "stable". This rating indicates "highestcredit 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.
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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 its stakeholders while adopting sound corporate governance practices is the
highest
1.8 BUSINESS
HDFC Bank offers a wide range of commercial and transactional banking services andtreasury products to wholesale and retail customers. The bank has three key business
segments:
WHOLESALE BANKING SERVICES
The Bank's target market ranges from large, blue-chip manufacturing companies in the
Indian corporate to small & mid-sized corporate and agro-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 corporate including multinationals,
companies from the domestic business houses and prime public sector companies. It is
recognized as a leading provider of cash management and transactional banking solutions to
corporate customers, mutual funds, stock exchange members and banks.
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RETAIL BANKING SERVICES
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 the 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 AutoLoans, 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 September 30, 2005, the bank had a total
card base (debit and credit cards) of 5.2 million cards. The Bank is also one of the leading
players in the "merchant acquiring" business with over 50,000 Point-of-sale (POS) terminals
for debit / credit cards acceptance at merchant establishments.
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
liberalization of the financial markets in India, corporate 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
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securities. The Treasury business is responsible for managing the returns and market risk on
this investment portfolio.
HDFC Vision and Mission
Vision
HDFC has always been market-oriented and dynamic with respect to resource
mobilisation as well as its lending programme. This renders it more than capable to
meet the new challenges that have emerged. Over the years, HDFC has developed a
vast client base of borrowers, depositors, shareholders and agents, and it hopes to
capitalise on this loyal and satisfied client base for future growth. Internal systems
have been developed to be robust and agile, to take into account changes in the
volatile external environment.
HDFC has developed a network of institutions through partnerships with some
of the best institutions in the world, for providing specialised financial services. Each
institution is being fine-tuned for a specific market, while offering the entire HDFC
customer base the highest standards of quality in product design, facilities and service.
Mission
The primary objective of HDFC is to enhance residential housing stock in the
country through the provision of housing finance in a systematic and professional
manner, and to promote home ownership. Another objective is to increase the flow of
resources to the housing sector by integrating the housing finance sector with the
overall domestic financial markets..Organizational Goals
HDFCs main goals are to a) develop close relationships with individual
households, b) maintain its position as the premier housing finance institution in the
country, c) transform ideas into viable and creative solutions, d) provide consistently
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high returns to shareholders, and e) to grow through diversification by leveraging off
the existing client base.
HDFC is a professionally managed organisation with a board of directors
consisting of eminent persons who represent various fields including finance,
taxation, construction and urban policy & development. The board primarily focuses
on strategy formulation, policy and control, designed to deliver increasing value to
shareholders.
Capital Structure
The authorised capital of HDFC Bank is Rs.450 crore (Rs.45 billion). The
paid-up capital is Rs.282 crore (Rs.28.2 billion). The HDFC Group holds 24.2% of
the bank's equity while about 13.1% of the equity is held by the depository in respect
of the bank's issue of American Depository Shares (ADS/ADR Issue). The Indian
Private Equity Fund, Mauritius (IPEF) and Indocean Financial Holdings Ltd.,
Mauritius (IFHL) (both funds advised by J P Morgan Partners, formerly Chase
Capital Partners) together hold about 5.5% of the bank's equity. Roughly 27.5% of the
equity is held by FIIs, NRIs/OCBs while the balance is widely held by about 214,000
shareholders. The shares are listed on The Stock Exchange, Mumbai and the National
Stock Exchange. The bank's American Depository Shares are listed on the New York
Stock Exchange (NYSE) under the symbol "HDB".
Times Bank Amalgamation
In a milestone transaction in the Indian banking industry, Times Bank Limited
(another new private sector bank promoted by Bennett, Coleman & Co./Times Group)
was merged with HDFC Bank Ltd., effective February 26, 2004. As per the scheme of
amalgamation approved by the shareholders of both banks and the Reserve Bank ofIndia, shareholders of Times Bank received 1 share of HDFC Bank for every 5.75
shares of Times Bank. The amalgamation added significant value to HDFC Bank in
terms of increased branch network, expanded geographic reach, enhanced customer
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base, skilled manpower and the opportunity to cross-sell and leverage alternative
delivery channels.
Distribution Network
HDFC Bank is headquartered in Mumbai. The Bank at present has an enviable
network of over 481 branches spread over 215 cities across the country. All branches
are linked on an online real-time basis. Customers in 90 locations are also serviced
through PhoneBanking. The Bank's expansion plans take into account the need to
have a presence in all major industrial and commercial centres where its corporate
customers are located as well as the need to build a strong retail customer base for
both deposits and loan products. Being a clearing/settlement bank to various leading
stock exchanges, the Bank has branches in the centres where the NSE/BSE have a
strong and active member base.
The Bank also has a network of over 1054 networked ATMs across these
cities. Moreover, HDFC Bank's ATM network can be accessed by all domestic and
international Visa/MasterCard, Visa Electron/Maestro, Plus/Cirrus and America
Express credit/Charge cardholders.
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Subsidiaries
Besides the core business of mortgages HDFC has evolved into a financial
conglomerate with holdings in
HDFC Standard Life Insurance Company - HDFC holds 79.44%
HDFC Asset Management Company - HDFC holds 50.1%
HDFC Bank - HDFC holds 22.22%
Intelenet Global (Business Process Outsourcing) - HDFC holds 50%
HDFC Chubb General Insurance Company - HDFC holds 74%
TechnologyHDFC Bank operates in a highly automated environment in terms of
information technology and communication systems. All the bank's branches have
connectivity which enables the bank to offer speedy funds transfer facilities to its
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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.
In terms of software, the Corporate Banking business is supported by Flexcube, while
the Retail Banking business by Finware, both from i-flex Solutions Ltd. The systems
are open, scaleable and web-enabled.
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.
Management
Mr. Deepak S. Parekh is the executive Chairman of the Corporation. He is a
Fellow of the Institute of Chartered Accountants (England & Wales). Mr. Parekh
joined the Corporation in a senior management position in 1978. He was inducted as a
wholetime director of the Corporation in 1985 and was appointed as the Chairman in
1993. He is the chief executive officer of the Corporation.
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 awealth 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
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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.
Business Profile
HDFC Bank caters to a wide range of banking services covering both
commercial and investment banking on the wholesale side and transactional / branch
banking on the retail side. The bank has three key business areas :-
a) Wholesale Banking Services
The Bank's target market is primarily large, blue-chip manufacturing
companies in the Indian corporate sector and to a lesser extent, emerging mid-sized
corporates. For these corporates, 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, mutual funds, stock exchange members and banks.
b) Retail Banking ServicesThe 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 the customers through the growing branch network, as well as
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through alternative delivery channels like ATMs, PhoneBanking, NetBanking and
MobileBanking.
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
Services to retail customers, offering 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 debit card allows the user to directly debit his account at the point of
purchase at a merchant establishment, in India and overseas. The Bank launched its
credit card in association with VISA in November 2006. The Bank is also one of the
leading players in the "merchant acquiring" business with over 25,000 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.
c) Treasury Operations
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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Product Range
Savings, Fixed Deposits, Current and Demat Accounts
Savings Account:Apart from the usual facilities, you get a free ATM Card,
Interbranch banking, NetBanking, BillPay, PhoneBanking, Debit Card and
MobileBanking, among others.
HDFC Bank Preferred: A preferential Savings Account where you are
assigned a dedicated Relationship Manager, who is your one-point contact. You also
get privileges like fee waivers, enhanced ATM withdrawal limit, priority locker
allotment, free Demat Account and lower interest rates on loans, to name a few.
Sweep-In Account:A fixed deposit linked to your Savings Account. So, even
if your Savings Account runs a bit short, you can issue a cheque (or use your ATM
Card). The money is automatically swept in from your fixed deposit into your Savings
Account.
Super Saver Account: Gives you an overdraft facility up to 75% of your
Fixed Deposit. In an emergency, you can access your funds while your Fixed Deposit
continues to earn high interest.
HDFC Bank Plus: Apart from Regular and Premium Current accounts we
also have HDFC Bank Plus, a Current Account and then some more. You can transfer
up to Rs. 50 lakh per month at no extra charge, between the four metros. You can also
avail of cheque clearing between the four metros, get cash delivery/pickup upto Rs.
25,000/-, home delivery of Demand Drafts, at-par cheques, outstation cheque
clearance facility, etc.
Demat Account: Conduct hassle-free transactions on your shares. You can
also access your Demat Account on the Internet.Innovative services for convenience...
Phone Banking:24-hour automated banking services with 39 PhoneBanking
numbers available.
http://www.hdfcbank.com/RI/RI-pb-sav-reg-intro.htmhttp://www.hdfcbank.com/RI/RI-pb-sav-reg-intro.htmhttp://www.hdfcbank.com/RI/ri-pb-sav-pref-intro.htmhttp://www.hdfcbank.com/RI/RI-PB-FD-sweep-intro.htmhttp://www.hdfcbank.com/RI/RI-PB-FD-sweep-intro.htmhttp://www.hdfcbank.com/RI/RI-PB-FD-super-intro.htmhttp://www.hdfcbank.com/RI/RI-PB-FD-super-intro.htmhttp://www.hdfcbank.com/RI/ri-pb-cur-plus-intro.htmhttp://www.hdfcbank.com/RI/ri-pb-cur-plus-intro.htmhttp://www.hdfcbank.com/RI/ri-pb-de-intro.htmhttp://www.hdfcbank.com/RI/ri-pb-de-intro.htmhttp://www.hdfcbank.com/ri/RI-EAGE-PHB-intro.htmhttp://www.hdfcbank.com/ri/RI-EAGE-PHB-intro.htmhttp://www.hdfcbank.com/ri/RI-EAGE-PHB-intro.htmhttp://www.hdfcbank.com/RI/ri-pb-de-intro.htmhttp://www.hdfcbank.com/RI/ri-pb-cur-plus-intro.htmhttp://www.hdfcbank.com/RI/RI-PB-FD-super-intro.htmhttp://www.hdfcbank.com/RI/RI-PB-FD-sweep-intro.htmhttp://www.hdfcbank.com/RI/ri-pb-sav-pref-intro.htmhttp://www.hdfcbank.com/RI/RI-pb-sav-reg-intro.htm7/31/2019 Sarath Hdfc Crm Report
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ATMs: 24-hour banking: Apart from routine transactions, you can also pay
your utility bills and transfer funds, at any of our ATMs across the country all year
round.
Inter-city/Inter-branch Banking:Access your account from any of our 481
branches in 215 cities.
Net Banking: Access your bank account from anywhere in the world, at
anytime, at your own convenience. You can also view your Demat Account through
Net Banking.
International Debit Card: An ATM card you can shop with all over the
country and in over 140 countries with. You can spend in any currency, and pay in
Rupees.
MobileBanking: Access your account on your mobile phone screen at no
airtime cost. Use SMS technology to conduct your banking transactions from your
cellphone.
BillPay: Pay your telephone, electricity and mobilephone bills through our
ATMs, Internet, phone or mobile phone. No more standing in long queues or writing
cheques.
Loans come to you in easy-to-pay monthly installments, and are available with
easy documentation and quick delivery.
Personal Loans: Take a loan of up to Rs. 3 lakh for a wedding, education,
purchase of a computer or an exciting holiday.
New Car Loans and Used Car Loans:Finance up to 90% of the cost of a car,
new or used! And the loans come to you with easy documentation and speedy
processing at attractive interest rates.Loans Against Shares: Get an overdraft up to Rs. 10 lakh at an attractive
interest rate against physical shares, up to 50% of the market value of your shares. In
case of Demat Shares, you can get a Loans Against Shares of up to 65% of the market
value of your shares, till Rs. 20 lakh.
http://www.hdfcbank.com/Ri/RI-EAGE-ATM-intro.htmhttp://www.hdfcbank.com/RI/RI-branch1.htmhttp://www.hdfcbank.com/RI/RI-branch1.htmhttp://www.hdfcbank.com/ri/RI-EAGE-NETBK-intro.htmhttp://www.hdfcbank.com/ri/RI-EAGE-NETBK-intro.htmhttp://www.hdfcbank.com/RI/RI-EAGE-INT-DEBIT-intro.htmhttp://www.hdfcbank.com/RI/RI-EAGE-INT-DEBIT-intro.htmhttp://www.hdfcbank.com/ri/RI-EAGE-MobileBanking-intro.htmhttp://www.hdfcbank.com/RI/RI-EAGE-BP-intro.htmhttp://www.hdfcbank.com/RI/RI-EAGE-BP-intro.htmhttp://www.hdfcbank.com/ri/RI-loan-personal-intro.htmhttp://www.hdfcbank.com/ri/RI-loan-personal-intro.htmhttp://www.hdfcbank.com/RI/RI-loan-newcar-intro.htmhttp://www.hdfcbank.com/ri/RI-LOAN-USED-CAR-intro.htmhttp://www.hdfcbank.com/ri/RI-LOAN-USED-CAR-intro.htmhttp://www.hdfcbank.com/RI/RI-LOAN-LAS-intro.htmhttp://www.hdfcbank.com/RI/RI-LOAN-LAS-intro.htmhttp://www.hdfcbank.com/RI/RI-LOAN-LAS-intro.htmhttp://www.hdfcbank.com/ri/RI-LOAN-USED-CAR-intro.htmhttp://www.hdfcbank.com/RI/RI-loan-newcar-intro.htmhttp://www.hdfcbank.com/ri/RI-loan-personal-intro.htmhttp://www.hdfcbank.com/RI/RI-EAGE-BP-intro.htmhttp://www.hdfcbank.com/ri/RI-EAGE-MobileBanking-intro.htmhttp://www.hdfcbank.com/RI/RI-EAGE-INT-DEBIT-intro.htmhttp://www.hdfcbank.com/ri/RI-EAGE-NETBK-intro.htmhttp://www.hdfcbank.com/RI/RI-branch1.htmhttp://www.hdfcbank.com/Ri/RI-EAGE-ATM-intro.htm7/31/2019 Sarath Hdfc Crm Report
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Two Wheeler & Consumer Loans: To help you buy the best durables for
your home.
Demat Account: Protect your shares from damage, loss and theft, by
maintaining your shares in electronic form. You can also access your demat account
on the internet.
Current Account: Get a personalised cheque book, monthly account
statements, inter-branch banking and much more.
Mutual Funds: Apart from a wide choice of mutual funds to suit your
individual needs, you benefit from expert advice on choosing the right funds based on
in-depth market analysis.
International Credit Card: Get an option of Silver, Gold, or Health Plus
Credit card, accepted worldwide from a world-class bank. If you have outstanding
balance on your other credit card, you can transfer that balance to this card at a lower
interest rate.
NRI Services: A comprehensive range, backed by unmatched features and
world-class service, ensures NRIs all the banking support they need.
Forex Facilities: Avail of foreign currency,travelers cheques, foreign
exchange demand drafts, to meet your travel needs.
Insurance*: HDFC Bank now brings you Life Insurance and Pension
Solutions like Risk Cover Scheme, Savings Scheme, Childrens Plan and Personal
Plan from HDFC Standard Life Insurance Co. Ltd.
*Insurance is the subject matter of solicitation.
http://www.hdfcbank.com/RI/RI-loan-consumer-intro.htmhttp://www.hdfcbank.com/RI/RI-loan-consumer-intro.htmhttp://www.hdfcbank.com/ri/ri-pb-de-intro.htmhttp://www.hdfcbank.com/ri/ri-pb-de-intro.htmhttp://www.hdfcbank.com/ri/ri-pb-cur-reg-intro.htmhttp://www.hdfcbank.com/ri/ri-pb-cur-reg-intro.htmhttp://www.hdfcfund.com/http://www.hdfcfund.com/http://www.hdfcbank.com/creditcard/cc_home.asphttp://www.hdfcbank.com/creditcard/cc_home.asphttp://www.hdfcbank.com/nri/nri-home.htmhttp://www.hdfcbank.com/nri/nri-home.htmhttp://www.hdfcbank.com/nri/nri-vas-forex.htmhttp://www.hdfcbank.com/nri/nri-vas-forex.htmhttp://www.hdfcinsurance.com/http://www.hdfcinsurance.com/http://www.hdfcinsurance.com/http://www.hdfcbank.com/nri/nri-vas-forex.htmhttp://www.hdfcbank.com/nri/nri-home.htmhttp://www.hdfcbank.com/creditcard/cc_home.asphttp://www.hdfcfund.com/http://www.hdfcbank.com/ri/ri-pb-cur-reg-intro.htmhttp://www.hdfcbank.com/ri/ri-pb-de-intro.htmhttp://www.hdfcbank.com/RI/RI-loan-consumer-intro.htm7/31/2019 Sarath Hdfc Crm Report
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CHAPTER-3
Questionnaire-
PART1
AGE GROUP
Below 20
2030
3040
Above 40
GENDER
Male
Female
RELATIONSHIP STATUS-
Single
Married
OCCUPATION - ________________________________________________
INCOME GROUP (ANNUALY)
Below 1 lac
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1-3 lac
3-6 lac
6-10 lac
Above 10 lac
PART2
1) In which bank do you have an account presently?
State Bank Of India
Punjab National Bank
ICICI
HDFC
None of the above
2) Are you aware of the New HDFC Branch opened in your Locality?
Yes
No
3) If yes, do you wish to avail its services?
Yes
No
Cant Say
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4) Does the opening of this branch made an impact on you as a customer?
Yes
No
Cant Say
Is the location of the new branch easily accessible to the customers with regard to the
population of the area?
Yes
No
Cant Say
5) Have you ever visited HDFC bank to have an idea about the various services offered by it as
compared to other banks?
Yes
No
6) If yes, which service allures you the most?
Net Banki
E-
ATM Service
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7) Are you satisfied by the time taken by the bank employees to deliver you the services?
Yes
No
Cant Say
8) How do you rate the services of Private Sector bank as compared to Public Sector banks?
Satisfactory
Unsatisfactory
No Difference
9) Do you think there is a difference in the attitude of Private Sector bank employees, in
comparison to Public Sector Bank employees while dealing with customers?
Yes
No
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CHAPTER-V
DATA ANALYSIS AND INTERPETATION
Gender of the Respondents
Sample Size
82%
18%
MALE
FEMALE
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Males 112 (82%) and Females 24 (18%).
Thus, majority of the respondents were male with a small percentage of females.
Mostly the male respondents were retail owners, business men & students.
Females comprise of home- makers, students and working women.
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Age group of the Respondents -
AGE GROUP
Below 20
10%
20-30
29%
30-40
30%
above 40
31% Below 20
20-30
30-40
above 40
AGE GROUP RESPONDENTS
Below 20 13 (9.55%)
20- 30 39 (28.67%)
30-40 41 (30.14%)
Above 40 43 (31.64%)
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On the bases of Gender Respondents
Below 2020- 30
30- 40Above 40
Females
Males0
5
10
15
20
25
30
35
40
Respondents
Age Group
Females
Males
Bulk of the Male Respondents belongs from the Age Group of 20 to above 40 years.
Female respondents are generally low a compared to male respondents
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Banks in which the Respondents operate
ICICI
8.82%
PNB
22.05%
ANY
OTHER
BANK
22.82%
HDFC
8.08%
SBI
38.23%
BANK
ACCOUNT
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Some reasons for the better performance of public banks
Respondents were conservative and viewed Public sector banks to be more secure
investment avenue.
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On the bases of Age Group banks with which Respondents
already Operate, belong to
0
5
1015
20
25
30
35
40
No. of
Respondents
Below 20 20-30 30-40 40 Above
Age Group Public Bank
Private Bank
Thus, we can see that among all age groups respondents still prefer Public Banks to
Private Banks.
Large percentage is observed among the age of 30 and above having preference for
Public Banks.
Younger generation is showing a trend of moving towards Private Banks.
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Does the opening of this branch made an impact on you as a
customer?
Respondents have a positive approach toward the opening of this Branch.
As directly or indirectly it will influence there bank dealings.
Is the location of the new branch easily accessible to the
customers with regard to the population of the area?
YES-
56.61%
NO-
29.41%
CANT SAY-
13.98%
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Residents of Himayathnagar are generally pleased with the location of the bank with
regard to the population of the area.
YES 77.94%
NO 8.24%
CANT SAY
13.82%
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Number of people aware and are ready to avail the services of
this new branch-
Sample
Size- 136
Aware of
opening of
HDFC Bank-
108
New
Customers-
59
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Thus, from a sample of about 136 respondents if 59 are interested to avail the services of the
branch at Himayathnagar. Therefore, in a span of short time it can increase its customer base
and provide various innovative services that attract them to open an account in HDFC.
And a lot many were confused because they are already availing the services of their
previous bank.
Among the Respondents interested in availing the services of the
newly opened HDFC Branch belonged to following Age Group-
Below 20
20-3030-40
Above 40
People are geared up to move towards Private Banks.
The stereotyped that public banks are more safe is changing slowly.
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Services that allure the customers more are
SERVICES
PROVIDED
NET-BANKING
11.86%
MOBILEBANKING
15.25%
E-PAYFACILITY
11.86%
SMSFACILITY
16.84%
LOCKERFACILITY
11.86%
CREDITCARD
10.16%
ATMSERVICE
8.47%
LOANS
13.55%
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Services opted by Females and Males
Services Offered Females Males
Net Banking 1 6
Mobile Banking 0 9
E- Pay Facility 0 7
SMS Facility 1 9
Locker Facility 5 2
Credit Card 1 5
ATM Service 2 3
Loans 2 6
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Females are mainly attracted towards the locker, ATM ,& the Loan facility provided
by the bank so more emphasis should be paid on these services.
Whereas, Males are allured by Mobile Banking, SMS Facility, E-Pay Facility, Net
Banking and Loan Facility, they are not so much attracted toward the ATM or Locker
Facility because almost all the banks provide these services efficiently.
Thus, bank should bank upon these avenues to enlarge its customer base.
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Graphical representation-
NetBanking
MobileBankin
g
E-
PayFacility
SMSFacility
LockerFacility
CreditCard
ATMS
ervice
Loans
FemalesMales
0
2
4
6
8
10
No. of
Respondents
Services Offered
Females
Males
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Are customers satisfied by the time taken by the bank employees
to deliver you the services?
Respondents are on the whole satisfied by the time taken by the bank employees to
deliver them the requisite service.
But a lot needs to be done in this regard as it can gain you customers and you can also
loose them at one go.
Thus, proper training should be provided to the employees to tackle the customers
and also retain them.
NOYES62.5%
CANT SAY
24.26 %
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Rating of the services of Private Sector bank as compared to
Public Sector banks
1. Satisfactory- Majority view the services of a private sector bank Satisfactory.
2. Unsatisfactory- A very low percentage of people find the services of a Private Sector Bank
Unsatisfactory.
3. No Difference- Substantial amount of people find no difference in the services provided by
both Private and Public Sector Banks.
Do you think there is a difference in the attitude of Private Sector
bank employees, in comparison to Public Sector Bank employees
while dealing with customers?
0
1
2
3
1 9 17 25 33 41 49 57 65 73 81 89 97
Respondents
Satisfaction
Level
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1.YES 2.No 3.CANT SAY
Thus, majority of the respondents agreed to the fact that there is a difference in the
attitude of employee of a private sector bank and a public sector bank.
Hence HDFC can build upon its human capital by providing proper training, so that
customers are happy when they go back. This helps in spreading goodwill and help in
Image building, which ultimately leads to increased customer base
0
1
2
3
R1
R8
R15
R22
R29
R36
R43
R50
R57
R64
R71
R78
R85
R92
R99
Respondents
LikertSca
le
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CHAPTER-VII
FINDINGS
They still undertake most of the government borrowing programmes,
thereby generating significant fee based income;
The market discipline imposed by the listing of most public sector banks
has also probably contributed to this improved performance; and
The reform measures have changed their business strategies particularly
greater diversification of non-fund based business and emergence of
treasury and foreign exchange business.
Private sector Banks have pioneered internet banking, phone banking, anywhere
banking, mobile banking, debit cards, Automatic Teller Machines (ATMs) and
combined various other services and integrated them into the mainstream
banking arena, while the PSBs are still grappling with disgruntled employees in
the aftermath of successful VRS schemes. Also, following India's commitment
to the WTo agreement in respect of the services sector, foreign banks, including
both new and the existing ones, have been permitted to open up to 12 branches a
year with effect from 1998-99 as against the earlier stipulation of 8 branches.
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SUGGESTIONS
Bank shall plug the gap between the demand and capture new customer base in
the area.
Since the credit cards are in the vogue these days in the AP region and the
consumers here are very excited about them; as they are newly exposed to it; bank
shall focus its efforts to market its credit cards as bank offers world class services
which is HDFC bank's unique selling point on which the bank can really cash on.
The bank can start providing service like Mobile banking, Net banking and Bills
payment, as the study suggests that there is awareness about the service in the
consumers. This will give bank an advantage of becoming a market leader in the
region.
The demand for loans offered by the banks exists in the market although the
numbers showing their using it are very low. Bank can go ahead and can cash on it
by going to the consumers and informing them that HDFC Bank also do offer these
services better than its competitors.
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CONCLUSIONS
There is a need of constant innovation in retail banking. In bracing for tomorrow, a
paradigm shift in bank financing through innovative products and mechanisms
involving constant up gradation and revalidation of banks internal systems and
processes is called for.
Banks now need to use retail as a growth trigger. This require product development
and differentiation, innovation and business process reengineering, micro-planning,
marketing, prudent pricing, customization, technological up gradation, home /
electronic / mobile banking, cost reduction and cross selling.
While retail banking offers phenomenal opportunities for growth, the challenges are
equally daunting. How far the retail banking is able to lead growth of the banking
industry in future would depend upon the capacity building of the banks to meet the
challenges and make use of opportunities profitably. However, the kind of the
technology used and the efficiency of operations would provide the much-needed
competitive edge for success in retail banking business.
Furthermore, in all these customers interest is of paramount importance. The banking
sector in India is demonstrating this and I do hope they would continue to chart in this
traded path.
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CHAPTER-VII
BIBLIOGRAPHY
www.hdfcbank.com
www.icicibank.com
www.statebankofindia.com
finance.indiamart.com/...in.../private_sector_banks.html
http://www.hdfcbank.com/http://www.icicibank.com/http://www.statebankofindia.com/http://www.statebankofindia.com/http://www.icicibank.com/http://www.hdfcbank.com/