A PROJECT REPORT ON

Customer Preference & Attributes towards different Depository Accounts of HDFC Bank
BY ALOK KUMAR
MMM (2011 20113)

IN PARTIAL FULFILLMENT OF (MASTERS OF MARKETING MANAGEMENT) UNIVERSITY OF PUNE

M.A.E.E.R s MIT SCHOOL OF MANAGEMENT PUNE : 411038

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CERTIFICATE

This is to certify that Mr. ALOK KUMAR of MAEERs MIT School of Management has successfully completed the project work titled Customer preference & Attributes towards Different deposit Accounts

of HDFC Bank in partial fulfillment of requirement for the award of MASTERS OF MARKETING
MANAGEMENT prescribed by the University of Pune.

This project is the record of authentic work carried out during the academic year 2012 2013.

Prof. Neelam Raut Internal Project Guide

Brig. (Dr) R K Bhatia Director MITSOM

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CERTIFICATE OF THE COMPANY

BY THE CONCERNED AUTHORITY IN THE ORGANISATION WHERE YOU HAVE DONE YOUR SUMMER TRAINING (ON COMPANY LETTER HEAD) AND SIGNED BY THE COMPANY PROJECT GUIDE

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DECLARATION

I Alok Kumar hereby declare that this project is the record of authentic work carried out by me during the academic year 2012 2013 and has not been submitted to any other University or Institute towards the award of any degree.

Signature of the student Alok Kumar

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ACKNOWLEDGEMENT

This project report bears the imprint of those who had rendered their wholehearted support and encouragement without whose help this effort of mine would be in vain. I express my deep sense of gratitude and sincere thanks to my project guide Mrs.Neelam Rout for her directions, suggestion and information provided which were of utmost importance for the successful completion of the project. I am also thankful to Mr. Subhheer Chaudhary (Manager HDFC Bank Ltd.) for his proper guidance. I am thankful to the employees of HDFC Bank for assisting me in the timely completion of project.

At last, I also thank to my family and my friends those helped me in my training period and in the completion of project.

Alok Kumar

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Index
Chapter
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15

Particular Executive Summary Theoretical background of Topic Objectives of the report Introduction of the Bank Profile of the Bank Products of the Bank Research Methodology Data Collection Tools used for analysis Data analysis and Interpretation Finding and Limitation Research Scope Suggestions and Recommendations Bibliography Annexure

Page No.
7 8-9 9 10 11-15 16-23 23-25 26 27 28-38 39 40 41 42 43-45

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EXECUTIVE SUMMARY

The report contains the organizational study done at HDFC Bank. The report title is Customer preference & Attributes towards Different deposit Accounts of HDFC Bank. The report gives an overview of the Bank and awareness of customers about different types of products and services offered by HDFC Bank. The methodology adopted for the study was through a structured questionnaire, which is targeted to the different respondent in Lucknow. For this purpose sample size of 100 was taken. The data collected from the different respondent was analyzed thoroughly and presented in the form of charts and tables. HDFC must advertise regularly and create brand value for its products and services. Most of its competitors like ICICI, Kodak Mahindra and nationalized banks use television advertisements to promote their products. The Indian consumer has a false perception about private banks they feel that it would not safe. Safety and returns are the two main reasons people invest in banks. On the whole HDFC bank is a good place to work at. Every new recruit is provided with extensive training on the products of HDFC. This training enables an advisor/sales manager to market the policies better. The company should try to create awareness about itself in India. . With an improvement in the sales techniques used, a fair bit of advertising and modifications to the existing product portfolio, HDFC would be all set to capture the banking market in India as it has around the globe.

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Theoretical background of the Topic Customer preference & Attributes:Customer preference & Attributes refers that prediction of individual preference and attribute is a difficult task, it is an important task however since it represents a fundamental step in understanding consumer choice regarding the different products of HDFC Bank. Asking whatever or not preference can be predicted on the basis of knowledge of the customer and his characteristics are a prelude to identifying the causes of preference and the means by which it can be influenced. The study of customer preference is an application of model of customer attitude; the basis hypothesis is the measures specific to the preference alternatives, rather than more general measures such as those of socioeconomic and personality characteristics would lead to successful prediction. The level of preference and attribute are determined not only by the quality and type of customer experience but also by the customers expectations.

A customer may be defined as someone who has a direct relationship with, or is directly affected by your agency and

Receives or relies on one or more of your agencys services or products.

Customers in human services are commonly referred to as service users, consumers or clients. They can be individuals or groups. An organization with a strong customer service culture places the customer at the centre of service design, planning and service delivery. Customer centric organizations will:

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 Determine the customers expectations when they plan listen to the customer as they design. Focus on the delivery of customer service activities value customer feedback when they measure performance.

There are a number of reasons why customer satisfaction is important in Banking Sector: Meeting the needs of the customer is the underlying rationale for the existence of community service organizations. Customers have a right to quality services that deliver outcomes. Organizations that strive beyond minimum standards and exceed the expectations of their customers are likely to be leaders in their sector. Customers are recognized as key partners in shaping service development and assessing quality of service delivery. The process for measuring customer satisfaction and obtaining feedback on organizational performance are valuable tools for quality and continuous service improvement.

RESEARCH OBJECTIVES
Opening of new depository accounts by convincing customer and non customer of the bank. To know the customer preference towards the services provided by the Bank. To know the brand image of bank in the competitive market. To increase the business of the bank in that particular area.

To know the interest of consumer towards the Bank products. To know the preference of consumer regarding the extra services. To know the customer preference towards the depository products of HDFC Bank in Lucknow. To know the level of interest of customer regarding the different schemes of bank.
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 To provide maximum information to the customer regarding the services provided by the bank and also tries to get the feedback from them. To find the different ways of convincing customers for achieving given target. To study brand image of the bank in that particular area.

Introduction of the Bank

HDFC Bank Limited is an Indian financial services company that was incorporated in August 1994. HDFC Bank is the fifth or sixth largest bank in India by assets and the second largest bank by market capitalization as of February 24, 2012. The bank was promoted by the Housing Development Finance Corporation, a premier housing finance company (set up in 1977) of India. HDFC Bank has 1,986 branches and over 5,471 ATMs, in 996 cities in India, and all branches of the bank are linked on an online real-time basis. As of 30 September 2008 the bank had total assets of Rs.1006.82 billion. For the fiscal year 2010-11, the bank has reported net profit of 3,926.30 crore (US$710.66 million), up 33.1% from the previous fiscal. Total annual earnings of the bank increased by 20.37% reaching at 24,263.4 crore (US$4.39 billion) in 2010-11. HDFC Bank is one of the Big Four banks of India, along with: State Bank of India, ICICI Bank and Punjab.

PROFILE OF THE BANK

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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 RBIs 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. PROMOTOR HDFC is Indias 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, 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 Banks 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 banks risk appetite. The bank is committed to maintain the highest level of ethical standards, professional integrity, corporate governance and regulatory compliance. HDFC Banks business philosophy is based on four core values: Operational Excellence, Customer Focus, Product Leadership and People.

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MANGEMENT Mr. C.M. Vasudev has been appointed as the Chairman of the Bank with effect from 6th July 2010. Mr. Vasudev has been a Director of the Bank since October 2006. A retired IAS officer, Mr. Vasudev has had an illustrious career in the civil services and has held several key positions in India and overseas, including Finance Secretary, Government of India, Executive Director, World Bank and Government nominee on the Boards of many companies in the financial sector. The Managing Director, Mr. Aditya Puri, has been a professional banker for over 25 years and before joining HDFC Bank in 1994 was heading Citibank's operations in Malaysia. The Bank's Board of Directors is composed of eminent individuals with a wealth of experience in public policy, administration, industry and commercial banking. Senior executives representing HDFC are also on the Board. Senior banking professionals with substantial experience in India and abroad head various businesses and functions and report to the Managing Director. Given the professional expertise of the management team and the overall focus on recruiting and retaining the best talent in the industry, the bank believes that its people are a significant competitive strength. TECHNOLOGY HDFC Bank operates in a highly automated environment in terms of information technology and communication systems. All the banks 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 core banking 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, saleable 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,
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the Bank has succeeded in leveraging its market position, expertise and technology to create a competitive advantage and build market share. BUSINESS PROFILE HDFC Bank caters to a wide range of banking services covering commercial and investment banking on the wholesale side and transactional / branch banking on the retail side. The bank has three key business segments:

Wholesale Banking The Banks target market is primarily large, blue-chip manufacturing companies in the Indian corporate sector and to a lesser extent, small & mid-sized corporate and agri-based businesses. For these customers, the Bank provides a wide range of commercial and transactional banking services, including working capital finance, trade services, transactional services, cash management, etc. The bank is also a leading provider of structured solutions, which combine cash management services with vendor and distributor finance for facilitating superior supply chain management for its corporate customers. Based on its superior product delivery / service levels and strong customer orientation, the Bank has made significant inroads into the banking consortia of a number of leading Indian 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. 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

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and product structures. These and fine pricing on various treasury products are provided through the banks 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. Retail Banking The objective of the Retail Bank is to provide its target market customers a full range of financial products and banking services, giving the customer a one-stop window for all his/her banking requirements. The products are backed by world-class service and delivered to customers through the growing branch network, as well as through alternative delivery channels like ATMs, Phone Banking, Net Banking and Mobile Banking. The HDFC Bank Preferred program for high net worth individuals, the HDFC Bank Plus and the Investment Advisory Services programs have been designed keeping in mind needs of customers who seek distinct financial solutions, information and advice on various investment avenues. The Bank also has a wide array of retail loan products including Auto Loans, Loans against marketable securities, Personal Loans and Loans for Two-wheelers. It is also a leading provider of Depository Participant (DP) services for retail customers, providing customers the facility to hold their investments in electronic form. HDFC Bank was the first bank in India to launch an International Debit Card in association with VISA (VISA Electron) and issues the MasterCard Maestro debit card as well. The Bank launched its credit card business in late 2001. By March 2011, the bank had a total card base (debit and credit cards) of over 16.6 million. The Bank is also one of the leading players in the merchant acquiring business with over 120,000 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.

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Products of HDFC Bank

Accounts & Deposits Loans Cards Payment Services

Savings Account SavingsMax Account No Frills Savings Account Pension Savings Account Family Savings Group Regular Savings Account Savings Plus Account

Personal Loan Home Loans New Car Loans Used Car Loans Car N Cash Loans Two Wheeler Loan Loan Against Gold - Term Loan Loan Against Gold Overdraft

Credit Card Debit Card ForexPlus Card ForexPlus Chip Card GiftPlus Card

Prepaid Refill Bill pay Visa Bill pay InstaPay Direct Pay Money Transfer

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Demat Account Salary Account Regular Salary Account Premium Salary Account Defense Salary Account No Frills Salary Account

SAVINGS ACCOUNTS These accounts are primarily meant to inculcate a sense of saving for the future, accumulating funds over a period of time. Whatever your occupation, we are confident that you will find the perfect banking solution. Open an account in your name or register for one jointly with a family member today. REGULAR SAVING ACCOUNT An easy-to-operate savings account that allows you to issue cheques, draw Demand Drafts and withdraw cash. Check up on your balances from the comfort of your home or office through Net Banking, Phone Banking and Mobile Banking. Features & Benefits Wide network of branches over 7300 ATMs to meet all your banking needs no matter where you are located.

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 Bank conveniently with facilities like Net Banking and Mobile Banking- check your account balance, pay utility bills or stop cheque payment, through SMS. Avail of facilities like Safe Deposit Locker, Sweep-In and Super Saver facility on your account. The following are eligible to open a Regular Savings Account: Resident Individuals (sole or joint account). Minor below 18 yrs. (account only with guardian). Trusts. Associations. Account Operation A minimum deposit of Rs. 10,000/- is required to open an account and thereafter an Average Quarterly Amount of the same amount has to be maintained. It is mandatory to maintain a minimum Average Quarterly Balance (AQB) of Rs. 10,000/-. If the balance falls below Rs. 5,000/- a service charge of Rs. 750/- will be levied per quarter. If you open a Fixed Deposit Account of Rs. 50,000/-, then you no longer have to maintain a minimum balance of Rs. 10,000 on your Savings Account. In effect your account becomes a Zero Balance Account. SAVINGS PLUS ACCOUNT Introducing the best banking option for you with HDFC Bank Savings Plus Account. Now you can get access to some of the finest banking facilities with HDFC Bank's Savings Plus Account. All you have to do is maintain an Average Quarterly Balance of Rs. 10,000/- and experience the benefits as mentioned below: Features & Benefits Free International Debit Card for all account holders for life time of the account. Free Payable at Par (PAP) cheque book without any usage charges upto a limit of 50,000 per
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month.* Free Demand Drafts on HDFC Bank locations, up to a limit of 25,000/- per day. Free Bill Pay & Insta Alerts for all account holders for lifetime of the account Free Electronic Funds Transfer facility, Net Banking, PhoneBanking & MobileBanking Special relationship discount on purchase of Gold Bars NO FRILLS Simpler and more accessible for our customers, we have introduced the 'No Frills' Savings Account, which offers you all the basic banking facilities. You can even avail of services like Net Banking, Mobile banking free of cost. All this with a Zero Initial Pay-in and a Zero Balance account. CURRENT ACCOUNTS Premium Current Account

Free collection of funds through RTGS(Real Time Gross Settlement ) and NEFT(National Electronic Funds Transfer) Free local and anywhere cheque payment across HDFC Bank locations

Features and Benefits

Free local cheque collections and payments at HDFC Bank locations Free NEFT collections and payments Free RTGS collection. Free issuance of DD for values of more than Rs. 1 lacs.

Eligibility You are eligible to operate a Premium Account if you are:

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Resident Individuals Hindu Undivided Family Sole Proprietorship Firms Partnership Firms Private and Public Ltd Companies

Regular Current Account

Free local cheque collection and payments Free collection of funds through RTGS and NEFT

Features and Benefits

Free local collections through cheque and Fund transfer Free Local and anywhere cheque payment facility Convenient Inter-city Banking. Free collections through RTGS and NEFT

Eligibility You are eligible to operate a Regular Current account if you fall under any of the following categories:

Resident Individual Sole Proprietorship Firms Partnership Firms Private and Public Limited Companies

FIXED DEPOSITS In deposit terminology, the term Fixed Deposit refers to a savings account or certificate of deposit that pays a fixed rate of interest until a given maturity date. Funds placed in a Fixed Deposit usually

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cannot be withdrawn prior to maturity or they can perhaps only be withdrawn with advanced notice and/or by having a penalty assessed. The interest rates of fixed deposits are as under:

w.e.f. May 3, 2012

Interest rates on deposits below 1 crore Effective from May 3, 2012 Regular: Annual Income Plan

Period (Months)

Rate of Interest (% p.a.) Individuals & Trusts Sr. Citizens 9.65 9.75 9.50

Maximum Deposit without TDS ( )* Individuals 53000 52000 54000 Sr. Citizens 51000 51000 52000

24 - 35 36 - 47 48 - 60

9.40 9.50 9.25

Minimum Deposit Amount - 20,000

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Regular: Monthly Income Plan

Period (Months)

Rate of Interest (% p.a.) Individuals & Trusts Sr. Citizens 9.15 9.30 9.40 9.15

Maximum Deposit without TDS ( )* Individuals 56000 55000 54000 56000 Sr. Citizens 54000 53000 53000 54000

12 - 23 24 - 35 36 - 47 48 - 60

8.90 9.05 9.15 8.90

Minimum Deposit Amount - 40,000

Recurring Deposit

An investment as small as Rs 500 (and in multiples of Rs 100 there after) or as large as Rs 14,99,900/- per month A minimum tenure of 6 months (and in multiples of 3 months thereafter) up to a maximum tenure of 10 years.

For a much smaller investment per month, get interest rates equal to that of regular Fixed Deposits.

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TDS is not applicable on the Interest earned by Recurring Deposits as per current income tax rules.

DE-MAT ACCOUNT HDFC Bank is a leading Depository Participant in India with over 1.4 million Demat Accounts. HDFC Bank Demat Services offers you a secure and convenient way to keep track of your securities and investments, without the hassle of handling physical documents Features & Benefits

No Account Opening charges. 1st year waiver on Annual Folio Maintenance Charges. Transaction linked Annual Folio Maintenance charge from 2nd year onwards (More you transact, lesser you pay). Holding / Transaction details through HDFC Bank Net Banking. Pledging of securities.

RESEARCH METHODOLOGY
Research is a careful investigation or inquiry especially through search for new facts in branch of knowledge: market research specifies the information. Required to address these issues: designs the method for collecting information: manage and implements the data collection process analyses the results and communicates the finding and their implications.

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Research problem is the one which requires a researcher to find out the best solution for the given problem that is to find out the course of action, the action the objectives can be obtained optimally in the context of a given environment.

Research design
Research design is considered as a "blueprint" for research, dealing with at least four problems: which questions to study, which data are relevant, what data to collect, and how to analyze the results. The best design depends on the research question as well as the orientation of the researcher. Every design has its positive and negative sides. In sociology, there are three basic designs, which are considered to generate reliable data; these are cross-sectional, longitudinal, and cross-sequential. Research design can be divided into fixed and flexible research designs (Robson, 1993). Others have referred to this distinction as quantitative research designs and qualitative research designs, respectively. However, fixed designs need not be quantitative, and flexible design need not be qualitative. In fixed designs, the design of the study is fixed before the main stage of data collection takes place. Fixed designs are normally theory driven; otherwise its impossible to know in advance which variables need to be controlled and measured. Often, these variables are measured quantitatively. Flexible designs allow for more freedom during the data collection process. One reason for using a flexible research design can be that the variable of interest is not quantitatively measurable, such as culture. In other cases, theory might not be available before one starts the research. Define the information needed. Design the research. Specify the measurement and scaling procedures. Construct and present a questionnaire or an appropriate form for data collection. Specify the sampling process and sampling size.
Develop a plan of data analysis. ALOK KUMAR Page 23

Sampling
Sampling is concerned with the selection of a subset of individuals from within a statistical population to estimate characteristics of the whole population. The three main advantages of sampling are that the cost is lower, data collection is faster, and since the data set is smaller it is possible to ensure homogeneity and to improve the accuracy and quality of the data. Each observation measures one or more properties (such as weight, location, color) of observable bodies distinguished as independent objects or individuals. In survey sampling, weights can be applied to the data to adjust for the sample design, particularly stratified sampling (blocking). Results from probability theory and statistical theory are employed to guide practice. In business and medical research, sampling is widely used for gathering information about a population Probability sampling A probability sampling scheme is one in which every unit in the population has a chance (greater than zero) of being selected in the sample, and this probability can be accurately determined. The combination of these traits makes it possible to produce unbiased estimates of population totals, by weighting sampled units according to their probability of selection. Probability sampling includes: Simple Random Sampling, Systematic Sampling, Stratified Sampling, Probability Proportional to Size Sampling, and Cluster or Multistage Sampling. These various ways of probability sampling have two things in common: Nonprobability sampling Nonprobability sampling is any sampling method where some elements of the population have no chance of selection (these are sometimes referred to as 'out of coverage'/'under covered'), or where the probability of selection can't be accurately determined. It involves the selection of elements based on assumptions regarding the population of interest, which forms the criteria for selection. Hence, because the selection of elements is nonrandom, non probability sampling does not allow the estimation of sampling errors. These conditions give rise to exclusion bias, placing limits on how
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much information a sample can provide about the population. Information about the relationship between sample and population is limited, making it difficult to extrapolate from the sample to the population.

DATA COLLECTION
For achieving the objective of the project work used both type of data primary and secondary. Without using both the type of data it is not possible to get project complete. So I use Questionnaire for primary data and for secondary data I used books, different sits on Internet and from other sources. Primary data Primary data is data that has not been previously published, i.e. the data is derived from a new or original research study and collected at the source, e.g., in marketing, it is information that is obtained directly from first-hand sources by means of surveys, observation or experimentation. Secondary data Secondary data is data collected by someone other than the user. Common sources of secondary data for social science include censuses, organizational records and data collected through qualitative methodologies or qualitative research Sample size 100 respondents were selected for the personal interview. Sampling Area Samples were collected from Lucknow area by using personal interview method of primary data collection.

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Sampling Method Accidental sampling Accidental sampling (sometimes known as grab, convenience or opportunity sampling) is a type of nonprobability sampling which involves the sample being drawn from that part of the population which is close to hand. That is, a population is selected because it is readily available and convenient. It may be through meeting the person or including a person in the sample when one meets them or chosen by finding them through technological means such as the internet or through phone.

Tools used for Analysis

After collecting data via survey method it is important to analyze it properly for accurate result or finding of survey. For analysis I used SPSS 16.0 software with the help of computer. SPSS (Statistical Package for the Social Sciences) was released in its first version in 1968 after being developed by Norman H. Nie and C. Hadlai Hull. SPSS is among the most widely used programs for statistical analysis in social science. It is used by market researchers, health researchers, survey companies, government, education researchers, marketing organizations and others. The original SPSS manual (Nie, Bent & Hull, 1970) has been described as one of "sociology's most influential books". In addition to statistical analysis, data management (case selection, file reshaping, creating derived data) and data documentation (a metadata dictionary is stored in the data file) are features of the base software.

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DATA ANALYSIS, INTERPRETATION AND PRESENTATION

After the data collection, it was compiled, classified and tabulated manually and with help of computer. Then the task of drawing inferences was accomplished with the help SPSS Software. Sex:Sex Frequenc y Valid Female Male Total 15 85 100 Percent 15.0 85.0 100.0 Valid Percent 15.0 85.0 100.0 Cumulative Percent 15.0 100.0

As shown in the graph that 85%trspondent are Male and remaining 15% respondent are Female.
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From the above graph it is clear that majority of the respondents are aware of products and services offered by HDFC Bank i.e. 91% and 9% respondents are not aware of services offered by HDFC Bank. Q.1 Occupation

Frequency Business Other Valid Profession Service Total 26 11 23 40 100

Percent 26.0 11.0 23.0 40.0 100.0

Valid Percent 26.0 11.0 23.0 40.0 100.0

Cumulative Percent 26.0 37.0 60.0 100.0

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As above graph and table shows that 26% respondent from business, 23% Professionals, 40% Service holder and remaining 11% comes under other categories.

Q.2 Monthly transaction?

Frequency Valid 1000 -10000 10001-25000 25001-50000 50001-Above Total 19 34 28 19 100

Percent 19.0 34.0 28.0 19.0 100.0

Valid Percent 19.0 34.0 28.0 19.0 100.0

Cumulative Percent 19.0 53.0 81.0 100.0

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19% respondents gave their answer that his/her monthly transactions comes under 1000-10000 34% respondents gave their answer that his/her monthly transactions comes under 10001-25000 28% respondents gave their answer that his/her monthly transactions comes under 25001-50000 19% % respondents gave their answer that his/her monthly transactions come under above 50000. Q.3 Do you have Account?

Cumulative Frequency Valid No Yes Total 60 40 100 Percent 60.0 40.0 100.0 Valid Percent 60.0 40.0 100.0 Percent 60.0 100.0

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As table and graph shows that from total selected respondent 60% do not have an account and 40% respondent have an account.

Q.4 If Yes Which bank-

Frequency Valid ICICI HDFC Kodak Mahindra Bank Nationalized No Response Other Bank Total 23 28 6 26 9 8 100

Percent 23.0 28.0 6.0 26.0 9.0 8.0 100.0

Valid Percent 23.0 28.0 6.0 26.0 9.0 8.0 100.0

Cumulative Percent 23.0 51.0 57.0 83.0 92.0 100.0

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From selected respondent 23% customer uses the ICICI Banks product, 28% users from HDFC Bank, 6% Kodak Mahindra Bank, 26% customer of Nationalized Bank,8% other banks and 9% not responded.

Q.5Do you want to open an account with HDFC Bank?

v6 Cumulative Frequency Valid No Will tell later Yes Total 44 19 37 100 Percent 44.0 19.0 37.0 100.0 Valid Percent 44.0 19.0 37.0 100.0 Percent 44.0 63.0 100.0

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From the table and graph above it can be seen that 44% respondents are not interested to open an account with the bank. 37% respondents are interested to open an account with the bank and 19% of the respondents say that they will tell later.

Q.7 Do you have all the documents which are required to open an account?

Cumulative Frequency Valid Yes No Total 87 13 100 Percent 87.0 13.0 100.0 Valid Percent 87.0 13.0 100.0 Percent 87.0 100.0

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From the table and graph above it can be seen that 87% respondents have all the documents which are required to open an account with the bank. 13% respondents do not have all the documents which are required to open an account with the bank

Q.8 Are you aware of that HDFC Bank provide you a free Demat account if you open a new savings account with the bank?
v9 Cumulative Frequency Valid No Yes Total 74 26 100 Percent 74.0 26.0 100.0 Valid Percent 74.0 26.0 100.0 Percent 74.0 100.0

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From the table and graph above it can be seen that 26% respondents are aware that the bank provides a free Demat account with new savings account. 74% respondents are not aware of it.

Q.9 Do you think HDFC Interest rates are higher than as compared to the other banks?

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v7 Cumulative Frequency Valid No No Response Yes Total 9 62 29 100 Percent 9.0 62.0 29.0 100.0 Valid Percent 9.0 62.0 29.0 100.0 Percent 9.0 71.0 100.0

From the table and graph above it can be seen that

29% respondents are thinking that HDFC Banks Interest rate is higher than as compared other banks. 9% respondents say that HDFC Banks Interest rate is low and 62% were not able to say anything on this.

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Q.10 What was the source of information about various schemes provided by the Bank?

Cumulative Frequency Valid Newspaper Other sources Radio Television Word of mouth Total 40 6 3 25 26 100 Percent 40.0 6.0 3.0 25.0 26.0 100.0 Valid Percent 40.0 6.0 3.0 25.0 26.0 100.0 Percent 40.0 46.0 49.0 74.0 100.0

From the table and graph above it can be seen that

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Most of the customers influenced by news paper which has a share of 40%,word of mouth26%, Television25%, Redio3% & 6% are influenced by other sources.

Q.11 Which factors do you considered for opening an account first?

Frequ ency Valid Accessibility DD/Pay Order Minimum Balance Cheque Total 25 12 23 40 100 Percent 25.0 12.0 23.0 40.0 100.0 Valid Percent 25.0 12.0 23.0 40.0 100.0

Cumulative Percent 25.0 39.0 60.0 100.0

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From the above graph we can see that 25% respondent select the accessibility, 12% DD/Pay Order, 23%
Minimum Balance and 40% Cheque.

FINDINGS OF THE STUDY

Majority of the customers are satisfied with HDFC Bank. Majority of the customers are aware of services and extra services offered by HDFC Bank. But not all the services.
Majority of the respondents are found the bank is average in maintaining the good

customer relationship as recommended in the suggestion.

The perception of the majority of the customer regarding the bank is good.. The most preferable extra service is Cheque and the less preferable DD/Pay Order. The majority of customers are more interested in FDs, and saving a/cs.

The majority of the customers are satisfied with the dealing of the officials upto some extent. Main factor that attract customers towards bank is the services of the bank.
Services that are most used by the customer are saving a/c, FDs, current

Limitations of the Project

It is said, Nothing is perfect and if the quite is true, I am sure that there would be few shortcoming in this project also. Sincere efforts have been made to eliminate discrepancies as far as possible but few would have reminded due to limitations of the study. These are: The research was carried out in a short period. Limited sample size.
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 The information given by the respondent might be biased some of them might not be interested to given correct information. Some of the respondents of the survey were unwilling to share information.

People mind set about the survey was an obstacle in acquiring complete information & positive interaction.

RESEARCH SCOPE
The main purpose for selecting this topic was to know about the Customer Preference & Attributes towards different Depository Accounts of HDFC Bank in Lucknow.

Customers perception on the various products of the Bank. Market segmentation to find the potential customers for the Bank. The report seeks to present a comprehensive picture of the various types of banks. Improvement in selling and communication skills. Know the brand image of the HDFC bank in the competitive market. Branch of the Bank will able to know the customers feedback, perception, behavior and interest towards their products in this particular area. Company will get new database for selling of their products. It will help to get more business after knowing feedback of the customers.

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SUGGESTIONS AND RECOMMENDATIONS

More stress should give on the advertisement and promotional activities. The Bank should make some efforts to improving good relationship with customer. The bank should enhance their services according to the needs of the customer. The bank makes its procedures less time consuming. The bank should make effort to aware the customers about their all the extra services. The company should provide a pass book to all its customers Make people understand about the various benefits of its products.

Company should organize the program in the society, so that people will be aware about the company and different products of the bank.

Company should open more branches in different cities.

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BIBLIOGRAPHY

http://en.wikipedia.org/wiki/bankingfinancialcompany www.hdfcbank.com www.hdfcbank/products/finance www.google.com Research Methodology (2nd Edition), C.R. Kothari

Abbreviation

NEFT- National Electronic Fund Transfer AQB- Average Quarterly Balance ECS- Electronic clearance service RTGS- Real time gross settlement
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ALOK KUMAR

SPSS- Statistical Package for the Social Sciences

ANNEXURE

QUESTIONNAIREName of Respondent:___________________________________ Contact No:-

Sex:-

Male

Female

Please tick your response wherever appropriate.

1.

Occupation Business Service

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Profession Other

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2.

Monthly transaction? 1000 -10000 25001-50000 10001-25000 50001-Above

3.

Do you have Account? Yes No

4.

If Yes Which banksICICI HDFC Nationalized

Kodak Mahindra Bank Other Bank

5.

Do you want to open an account with HDFC Bank? Yes No

Will tell later 6.

Which deposit account you want to open? Saving a/c De-mat a/c Current a/c Fixed deposits a/c

7.

Do you have all the documents which are required to open an account? Yes No

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8.

Are you aware of that HDFC Bank provide you a free Demat account if you open a new savings account with the bank? Yes No

9.

Do you think HDFC Interest rates are higher than as compared to the other banks? Yes No

10.

What was the source of information about various schemes provided by the Bank? Television Newspaper Other sources Radio Word of mouth

11.

Which factors do you considered for opening an account first? Accessibility DD/Pay Order Minimum Balance Cheque

12. What are the additional Benefits do you expect from an Account?
______________________________________________________________________________________ _______________________________________________________.

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THANKING YOU

ALOK KUMAR

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