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SUMMER TRAINING PRO1ECT

ON
CUSTOMER ATTITUDE
TOWARDS
ATM SERVICES
(A STUDY OF HDFC BANK, BULANDSHAHAR)
Submitted in partial fulfillment for the requirement of the award of degree in
Master of Business Administration
(AFFILIATED T MA!AMA"A TE#!$I#AL %$I&E'SIT"(
(SESSION : 2012-2014)
Under Guidence of Submitted By:
Mr. Gauri Shankar Mamta Baghel
R.no-1213370057
MBA
NOIDA INSTITUTE OF ENGINEERING & TECHNOLOGY
19, KNOWLEDGE PARK-II, GREATER NOIDA
)
DECLARATION

I* Mamta Baghel, student of MBA* $IET*
+reater $oida session ),-).),-/* 'oll $o01-)-223,,43* hereb5 de6lare that
summer training report entitled ~CUSTOMER Attitude towards ATM
Services, Bulandshahar, is the out 6ome of m5 own wor70
I hereb5 de6lare that this pro8e6t is an original wor7 done b5 me and all the fa6ts and
figures are 6olle6ted honestl5 b5 me those areas gi9en me for the 6olle6ting require
information:s b5 Mr. Radha Ballabh (Branch Manager) of HDFC
Bank .
Date: .... Mamta
Baghel
2
ACKNOWLEDGMENT
M5 debts to assistan6e in ma7ing this pro8e6t report are more numerous than 6an be
identified here0 This whole effort is a result of the guidan6e* assistan6e and inspiration of
se9eral people who ha9e helped me throughout the stud5 and preparation of the report0 I
feel greatl5 honored to e;press m5 indebt ness and profound gratitude to Mr. Irfan
Ahmad and Mr. Pramod Singh* under whose able guidan6e this pro8e6t was
underta7en0 This assistan6e* en6ouragement* inspiration and 9arious suggestion right
from the 9er5 beginning of this pro8e6t to its a66omplishment has helped me to prepare a
more realisti6 report in a limited period whi6h otherwise ha9e been diffi6ult0
I would also li7e to e;press m5 sin6ere gratitude to Mr. Gauri Shankar NIET*
who inspired me to undergo su6h pro8e6t* whi6h has gi9en me pra6ti6al e;perien6e and
ease in learning Mar7et 'esear6h0
I shall be failing in m5 dut5 if I don:t e;press m5 sin6ere gratitude to all the respondents
of m5 sur9e5 who lent me 9arious time and pro9ided me with all the ne6essar5
information0 At last I would li7e to than7 to all those lo9ing hearts that dire6tl5 or
indire6tl5 helped me in m5 pro8e6t stud50
Mamta Baghel
Roll.no-1213370057
MBA
/
CONTENTS
SL.NO CHAPTE
R NO.
CONTENTS PAGE
NO.
1 DECLARATION 2
2 ACKNOWLEDGEMENT 3
3 PREFACE 5
4 1 INTRODUCTION 6-7
5 COMPANY PROFILE 7-8
6 2 HISTOTY OF BANKING IN INDIA 8-14
7 ABOUT HDFC BANK 15-21
8 ABOUT-
ATM
INTERNATIONAL DEBIT
CARD
PHONE BANKING
22-57
9 OB1ECTIVE 58-59
10 3 RESEARCH METHODOLOGY 60-65
11 4 REPORT (RESULTS AND FINDINGS) 66-77
12 5 LIMITATIONS &SUGGESTIONS 78-80
13 RECOMENDATION 81-82
14 SWOT ANALYSIS 83-84
15 HYPOTHESIS 85-87
16 CONCLUSION 88
17 BIBLIOGRAPHY 89-91
18 ANNEXURE 92-94
4
PREFACE
As integral part of ) 5ears full time MBA program e9er5 student required to under
goes summer training of first 5ear for period of < to = wee7s in an organi>ation0
This training program is mandator5 for ea6h student a6quired them whi6h the wa5
in an organi>ation fa6e to su66essfull5 run their business in the 6ompetiti9e
en9ironment this also ha9e gi9en to the students a pra6ti6al e;posure0
About the mar7et and their industries en9ironment this also has gi9en to students a
pra6ti6al e;posure0 For the same time I also got the 6han6e to m5 summer training
in !DF# Ban70
In this highl5 6ompetiti9e mar7et where man5 pla5ers fighting ea6h and e9er5
moment to in6rease their mar7et share and to be6ome the 6ustomer first
preferen6e0
This pro8e6t was an attempt to stud5 the 6onsumer:s beha9ior* preferen6es and the
mar7et share to produ6ts of !DF# Ban7 ATM0
CHAPTER-I
4
EXECUTIVE SUMMARY
<
EXECUTIVE SUMMARY
Direct banking channels have be6ome an endemi6 part of the ban7ing
6ulture0 ATM is one of them0 For man5 people* the onl5 6onta6t the5 now ha9e with their ban7 is through an ATM0
But to trul5 unlo67 the 9alue of an ATM we must loo7 6loser at the user e;perien6e and the t5pe of ser9i6e that
6ould be deli9ered0
!DF# Ban7 is one of the best dire6t ban7ing 6hannels with 34, ATM a6ross India0 I was
gi9en the opportunit5 to do a pro8e6t ~Customer Attitude towards ATM Services,
Bulandshahar City (A study of HDFC Bank), b5 Mr. Sudhir Srivastava
(Branch Manager, HDFC Bank, Bulandshahar.) in my summer training, for this
prestigious bank.
At first I was made aware of all the dire6t ban7ing 6hannels
and ser9i6es pro9ided b5 the !DF# Ban70 The pro8e6t demanded a sur9e5 of the
!DF# Ban7:s ATM0 In m5 sur9e5 I had to 9isit the ATM:s and had to ta7e the
6ustomer responses in the questionnaire prepared to suit the ob8e6ti9e0
B%LA$DS!A!A' 6it5 has Two !DF# Ban7:s ATM lo6ated at.
Ban7 'oad
'ailwa5 #olon5
A sample of 2,, was 6olle6ted for anal5sis0 For finding out the usage rate of an
ATM I had to ta7e the number of hits at ea6h 6ounter b5 the ban7s re6ord and then
the anal5sis was done0 I 6an sa5 that the training was full of 7nowledge pra6ti6al
e;perien6e0
CHAPTER-2
3
THE HISTORY
OF
BANKING IN INDIAN
=
THE HISTORY OF BANKING IN INDIAN
Ban7ing in India has its origin as earl5 as the &edi6 period0 It is belie9ed that the
transition from mone5 lending to ban7ing must ha9e o66urred e9en before Manu*
the great !indu ?urist* who has de9oted a se6tion of his wor7 to deposits and
ad9an6es and laid down rules relating to rates of interest0 During the Mogul
period* the indigenous ban7ers pla5ed a 9er5 important role in lending mone5 and
finan6ing foreign trade and 6ommer6e0 During the da5s of the East India
#ompan5* it was the turn of the agen65 houses to 6arr5 on the ban7ing business0
The +eneral Ban7 of India was the first ?oint Sto67 Ban7 to be established in the
5ear -3=<0 The others* whi6h followed* were the Ban7 of !industan and the
Bengal Ban70 The Ban7 of !industan is reported to ha9e 6ontinued till -@,< while
the other two failed in the meantime0 In the first half of the -@th 6entur5 the East
India #ompan5 established three ban7sA the Ban7 of Bengal in -=,@* the Ban7 of
Bomba5 in -=/, and the Ban7 of Madras in -=/20 These three ban7s also 7nown
as Bresiden65 Ban7s were independent units and fun6tioned well0 These three
ban7s were amalgamated in -@), and a new ban7* the Imperial Ban7 of India was
established on )3th ?anuar5 -@)-0 Cith the passing of the State Ban7 of India A6t
in -@44 the underta7ing of the Imperial Ban7 of India was ta7en o9er b5 the
newl5 6onstituted State Ban7 of India0 The 'eser9e Ban7 whi6h is the #entral
Ban7 was 6reated in -@24 b5 passing 'eser9e Ban7 of India A6t -@2/0 In the
wa7e of the Swadeshi Mo9ement* a number of ban7s with Indian management
were established in the 6ountr5 namel5* Bun8ab $ational Ban7 Ltd* Ban7 of India
Ltd* #anara Ban7 Ltd* Indian Ban7 Ltd* the Ban7 of Baroda Ltd* the #entral Ban7
of India Ltd0
@
n ?ul5 -@* -@<@* -/ ma8or ban7s of the 6ountr5 were nationalised and in -4th
April -@=, si; more 6ommer6ial pri9ate se6tor ban7s were also ta7en o9er b5 the
go9ernment0 Toda5 the 6ommer6ial ban7ing s5stem in India ma5 be distinguished
into1
-,
PUBLIC SECTOR BANKS
State Ban7 of India and its asso6iate ban7s 6alled the State Ban7 group
-@ $ationali>ed ban7s
'egional 'ural Ban7s mainl5 sponsored b5 Bubli6 Se6tor Ban7s
--
PRIVATE SECTOR BANKS
ld generation pri9ate ban7s
$ew generation pri9ate ban7s
Foreign ban7s in India
S6heduled #o.operati9e Ban7s
$on.s6heduled Ban7s
-)
CO-OPERATIVE SECTOR
The 6o.operati9e ban7ing se6tor has been de9eloped in the 6ountr5 to the
supplement the 9illage mone5lender0 The 6o.operati9e ban7ing se6tor in India is
di9ided into / 6omponents
State #o.operati9e Ban7s
#entral #o.operati9e Ban7s
Brimar5 Agri6ulture #redit So6ieties
Land De9elopment Ban7s
%rban #o.operati9e Ban7s
Brimar5 Agri6ultural De9elopment Ban7s
Brimar5 Land De9elopment Ban7s
State Land De9elopment Ban7s
-2
DEVELOPMENT BANKS
Industrial Finan6e #orporation of India (IF#I(
Industrial De9elopment Ban7 of India (IDBI(
Industrial #redit and In9estment #orporation of India (I#I#I(
Industrial In9estment Ban7 of India (IIBI(
Small Industries De9elopment Ban7 of India (SIDBI(
S#I#I Ltd0
$ational Ban7 for Agri6ulture and 'ural De9elopment ($ABA'D(
E;port Import Ban7 of India
$ational !ousing Ban7

-/
ABOUT
HDFC BANK LTD.
-4
ABOUT HDFC BANK LTD.
The !ousing De9elopment Finan6e #orporation Limited (!DF#( was amongst
the first to re6ei9e an in prin6iple appro9al from the 'eser9e Ban7 of India ('BI(
to set up a ban7 in the pri9ate se6tor* as part of the 'BIDs liberali>ation of the
Indian Ban7ing Industr50 The ban7 was in6orporated in August -@@/ in the name
of !DF# Ban7 Limited* with its registered offi6e in Mumbai* India0 The ban7
6ommen6ed operations as a S6heduled #ommer6ial Ban7 in ?anuar5 -@@40
PROMOTER
!DF# is IndiaDs premier housing finan6e 6ompan5 and en8o5s an impe66able
tra67 re6ord in India as well as in international mar7ets0 Sin6e its in6eption in
-@33* the #orporation has maintained a 6onsistent and health5 growth in its
operations to remain the 6lear mar7et leader in mortgages and ban7ing ser9i6es in
India0 Its outstanding loan portfolio 6o9ers o9er a million dwelling units0
!DF# has de9eloped signifi6ant e;pertise in retail mortgage loans to different
mar7et segments and also has a large 6orporate 6lient base for their housing
related 6redit fa6ilities0 Cith its e;perien6e in the finan6ial mar7ets* a strong
mar7et reputation* large shareholder base and unique 6onsumer fran6hise* !DF#
was ideall5 positioned to promote a ban7 in the Indian en9ironment0
-<
BUSINESS FOCUS
!DF# Ban7Ds mission is to be a Corld #lass Indian Ban70 The Ban7Ds aim is to
build a sound 6ustomer fran6hise a6ross distin6t businesses so as to be the
preferred pro9ider of ban7ing ser9i6es in the ni6he segments that the ban7
operates in and to a6hie9e health5 growth in profitabilit5* 6onsistent with the
ban7Ds ris7 appetite0 The ban7 aims to ensure the highest le9el of ethi6al standards*
professional integrit5 and regulator5 6omplian6e0 !DF# Ban7Ds business
philosoph5 is based on four 6ore 9alues1 perational E;6ellen6e* #ustomer Fo6us*
Brodu6t Leadership and Beople0 The Ban7 signed a strategi6 business
6ollaboration agreement with #hase Manhattan Ban7 in Februar5 -@@@0
-3
CAPITAL STRUCTURE
The authori>ed 6apital of !DF# Ban7 is 's0/4, 6orers0 The paid.up 6apital is
's0)=-0) 6rores0 The !DF# +roup holds )/04E of the ban7Ds equit5 while about
-202E of the equit5 is held b5 the depositor5 in respe6t of the ban7Ds issue of
Ameri6an Depositor5 Shares (ADSFAD' Issue(0 The Indian Bri9ate Equit5 Fund*
Mauritius (IBEF( and Indo6ean Finan6ial !oldings Ltd0* Mauritius (IF!L( (both
funds ad9ised b5 ? B Morgan Bartners* formerl5 #hase #apital Bartners( together
hold about --0<E of the ban7Ds equit50 'oughl5 -=E of the equit5 is held b5 FIIs*
$'IsF#Bs while the balan6e is widel5 held b5 about 2,,*,,, shareholders0 The
shares are listed on the The Sto67 E;6hange* Mumbai and the $ational Sto67
E;6hange0 The ban7Ds Ameri6an Depositor5 Shares are listed on the $ew "or7
Sto67 E;6hange under the s5mbol G!DBG0
-=
TIMES BANK AMALGAMATION
In a milestone transa6tion in the Indian ban7ing industr5* Times Ban7 Limited
(another new pri9ate se6tor ban7 promoted b5 Bennett* #oleman H #o0 FTimes
+roup( was merged with !DF# Ban7 Ltd0* effe6ti9e Februar5 )<* ),,,0 As per
the s6heme of amalgamation appro9ed b5 the shareholders of both ban7s and the
'eser9e Ban7 of India* shareholders of Times Ban7 re6ei9ed - share of !DF#
Ban7 for e9er5 4034 shares of Times Ban70 The amalgamation added signifi6ant
9alue to !DF# Ban7 in terms of in6reased bran6h networ7* e;panded geographi6
rea6h* enhan6ed 6ustomer base* s7illed manpower and the opportunit5 to 6ross.
sell and le9erage alternati9e deli9er5 6hannels0
-@
DISTRIBUTION NETWORK
!DF# Ban7 is headquartered in Mumbai0 The Ban7 at present has an en9iable
networ7 of o9er )24 bran6hes spread o9er -)< 6ities all a6ross the 6ountr50 All
bran6hes are lin7ed on an online real.time basis0 #ustomers in 2@ lo6ations are
also ser9i6ed through Telephone Ban7ing0 The Ban7Ds e;pansion plans ta7e into
a66ount the need to ha9e a presen6e in all ma8or industrial and 6ommer6ial 6entres
where its 6orporate 6ustomers are lo6ated as well as the need to build a strong
retail 6ustomer base0 Being a 6learingFsettlement ban7 to 9arious leading sto67
e;6hanges* the Ban7 has bran6hes in the 6entres where the $SEFBSE ha9e a
strong and a6ti9e member base0 The Ban7 also has a networ7 of almost o9er 34,.
networ7ed ATMs a6ross these 6ities0
Moreo9er* !DF# Ban7Ds ATM networ7 6an be a66essed b5 all domesti6 and
international &isaFMaster#ard* &isa Ele6tronFMaestro* BlusF#irrus and Ameri6an
E;press #reditF#harge 6ardholders0 It is the onl5 ban7 in India whi6h pro9ides
a66ess to all the 2 ma8or International #ard $etwor7s on its ATM networ70
),
TECHNOLOGY USED
!DF# Ban7 operates in a highl5 automated en9ironment in terms of information
te6hnolog5 and 6ommuni6ation s5stems0 All the ban7Ds bran6hes ha9e
6onne6ti9it5 whi6h enables the ban7 to offer speed5 funds transfer fa6ilities to its
6ustomers0 Multi.bran6h a66ess is also pro9ided to retail 6ustomers through the
bran6h networ7 and Automated Teller Ma6hines (ATMs(0 The Ban7 has made
substantial efforts and in9estments in a6quiring the best te6hnolog5 a9ailable
internationall5* to build the infrastru6ture for a world 6lass ban70 In terms of
software the #orporate Ban7ing business is supported b5 Fle;tube* while the
'etail Ban7ing business b5 Finware* both from i.fle; Solutions Ltd0 (formerl5
#iti6orp Information Te6hnolog5 India Ltd0(0 The s5stems are open* s6aleable and
web.enabled0
The Ban7 has prioriti>ed its engagement in te6hnolog5 and the internet as one of
its 7e5 goals and has alread5 made signifi6ant progress in web.enabling its 6ore
businesses0 In ea6h of its businesses* the Ban7 has su66eeded in le9eraging its
mar7et position* e;pertise and te6hnolog5 to 6reate a 6ompetiti9e ad9antage and
build mar7et share0
)-
A HISTORY OF ATM
))
A HISTORY OF ATM
ATM is the 6ulmination of all the de9elopments in swit6hing and transmission in
the last twent5 5ears0 This in6ludes the ad9ent of pa67et.swit6hing and the 6hange
from 6oa;ial to opti6al0
CIRCUIT SWITCHING:
This was the first t5pe of data transfer mehanism used0 A dedi6ated line on the
networ7 path is allo6ated to the parties in9ol9ed in the transfer o9er the networ70
#hannel 6apa6it5 has to be a9ailable and reser9ed between ea6h pair of nodes on
the path* and ea6h node has to ha9e a swit6hing 6apabilit50 For different
appli6ations* utili>ation of the line 6an 9ar5 enormousl50 !owe9er there is little
dela5 and effe6ti9e transparen65 for the user0 It is 9er5 effi6ient for #onstant Bit
'ate (#B'(0
PACKET SWITCHING:
Data to be sent is bro7en down into 6hun7s or pa67ets0 Ea6h pa67et 6ontains data
and header information for 6ontrol e0g0 routing0 At ea6h node the pa67et is
re6ei9ed* stored briefl5 and passed on0 At ea6h node the pa67ets ma5 be put on a
queue for further mo9ement into the networ70 There are two approa6hes to
transport .
-0 Datagram . where ea6h pa67et 6an ta7e an5 path through the networ7 as
long as the5 all rea6h the destination0
)0 Virtual Circuit . where all the pa67ets are routed through the same path
without ha9ing the path dedi6ated0
Datagram allows for d5nami6 handling of 6ongestion and no 6all setup is
ne6essar50 &irtual 6hannels allow for sequen6ing* error and flow 6ontrol0
)2
MULTIRATE CIRCUIT SWITCHING:
This is an enhan6ement of the s5n6hronous Time.Di9ision Multiple;ing (TDM(
approa6h used initiall5 in 6ir6uit swit6hing0 In 6ir6uit swit6hing a station must
operate at a fi;ed data rate whi6h must be used regardless of appli6ation0 In
multirate swit6hing* multiple;ing is introdu6ed0 A station atta6hes to the networ7
b5 means of a single ph5si6al lin7 whi6h 6arries multiple fi;ed data.rate 6hannels
(B.6hannel I </7bps(0 Traffi6 on ea6h 6hannel 6an be swit6hed independentl5
through the networ7 to 9arious destinations0 This is used for simple ISD$0 So the
user has a number of data rate 6hoi6es but the5 are fi;ed so &ariable Bit 'ate
(&B'( is diffi6ult to a66ommodate effi6ientl50
FRAME RELAY:
Frame rela5 is essentiall5 identi6al to pa67et swit6hing0 Frame rela5 saw its
de9elopment as a result of high data rates and low error rates in modern high
speed 6ommuni6ations s5stems0 In old pa67et swit6hing* there was 6onsiderable
o9erhead in9ol9ed in error re6o9er5* redundan65 enhan6ement and routing
information0 Cith Frame rela5 the pa67ets are now of 9ariable length and not
fi;ed length* meaning that the5 were designed to operate at up to )Mbps0 This was
9er5 good for &B'0
)/
CELL RELAY:
This is an e9olution from frame rela5 and multirate 6ir6uit swit6hing0 #ell rela5
uses fi;ed si>ed pa67ets 6alled 6ells0 Multirate 6ir6uit swit6hing also had fi;ed
6hannels0 #ell rela5 allows for the definition of 9irtual 6hannels with data rates
d5nami6all5 defined0 %sing a small 6ell si>e allows almost 6onstant data rate e9en
though it uses pa67ets0
From frame rela5* 6ell rela5 ta7es impro9ed error 6ontrol into a66ount* and allows
more errors to be handled at a higher
Logi6al le9el0 The fi;ed.si>e 6ells redu6e o9erhead e9en more and thus allows
rates of tens to hundreds of Mbps0
So we ha9e seen progression from two areas . 6ir6uit swit6hing for #B'* and
pa67et swit6hing for &B'0 #ell rela5 is equall5 as good with either #B' or &B'
as is shown b5 the diagram
)4
TRANSMISSION:
In the late -=,,s signals were analog and telephones were allo6ated a single
6hannel per line for transmission0 De9elopment of the 9a66um tube led to analog
s5stem emplo5ing FDM ( Frequen65 Di9ision Multiple;ing (* in -@)4 and 6oa;
was installed in -@2<0 This de9eloped to the mi6rowa9e le9el of /* < and -- +h>
frequen65 regions* and in -@<@ digital wireless s5stem was initiated0 Aided b5 the
in9ention of transistors and the 6on6ept of B#M ( Bulse #ode Modulation (* b5
-@3)* a digital 6hannel ban7 featuring toll qualit5 was de9eloped0 Soon after* a
high bit rate digital s5stem emplo5ing TDM ( Time.Di9ision Multiple;ing (* was
realised but was relati9el5 e;pensi9e0
It was not until the ad9ent of opti6al transmission s5stems that an5 real use of
TDM 6ould be made0 pti6al transmission is a66omplished b5 modulating
transmitted information b5 a laser diode or LED* passing the information signal
o9er opti6al fibre and re6onstru6ting the information b5 the DpinD diode or the
a9alan6he photo diode ( ABD (0 $ow B#M and TDM saw use in /4Mbps opti6al
6ommuni6ations s5stems* whi6h ha9e de9eloped to -0)* -03* and )0/ +bps0 These
s5stems e9entuall5 6on9erge into SD!FS$ET0
But before that* in the mid.=,Ds the most 6ommon digital hierar6h5 in use was
BD! (Bles6ios5n6hronous Digital !ierar6h5(* whi6h is still used in the form of
DS.-F)F2F/ signals0 It is 6alled Dples6ioD (almost( be6ause the transmission is
neither wholl5 s5n6hronous or as5n6hronous0 Thus* BD!* was super6eded b5
SD!* whi6h too7 the BD! signals and multiple;ed them into an STM
(s5n6hronous time.di9ision multiple;ing( of n J STM.n signal0 So de9elopment
)<
went from as5n6hronous mutiple;ing used in BD! for 6on9ersion to a higher bit
rate to s5n6hronous multiple;ing in SD!0 That means that gi9en an5 of the
6urrent signals* a generi6 STM.n signal 6an be 6onstru6ted through th5e
s5n6hronous multiple;ing pro6edure used in SD!0
So we ha9e a swit6hing te6hnolog5 . 6ell rela5* and a transmission te6hnolog5 .
SD! o9er opti6al fibre0 #ell rela5 supports &B'* #B' and 9aried appli6ations0
SD! allows large amounts of data top be transmitted effi6ientl5 o9er a networ70
The 6ombination of these two ideas together gi9e the basis for ATM .
As5n6hronous Transfer Mode0
)3
ATM`S OF HDFC
!DF# has 34, ATM a6ross India0 This ma7es mone5 a66essible )/ hours a da5* 3
da5s a wee7* 2<4 da5s a 5ear0
USES OF ATM
B5 using an ATM one 6an K
#he67 a66ount balan6e0
'equest for a 6heque boo70
'equest for the statement of last ten transa6tions0
Transfer funds to another !DF# Ban7 a66ount0
Ba5 ele6tri6it5* telephone or mobile phone bills with free bill pa5 fa6ilit50
%se inter6it5 or interbran6h ban7ing to a66ess his a66ount nationwide0
Cithdraw 's0-4,,, a da5 with an International Debit #ard0
Cithdraw 's0 -,,,, a da5 with an ATM 6ard0
Deposit 6ash or 6heques0
GLOBAL NETWORK
!DF# Ban7 ATMs are a part of the &ISA International Blus ATM $etwor7 as
well as the Master#ard International #irrus ATM $etwor7* and 6an be a66essed
b5 all domesti6 and international Master#ard* #irrus or Maestro and &ISA
Ele6tron 6ardholders for 6ash withdrawals and balan6e inquiries0
Ce ha9e also partnered with Ameri6an E;press to offer their domesti6 and
)=
international 6ardholders the benefits of 6ash ad9an6es from an5 of our ATMs0 To
use our ATMs your card needs to be one of the following:
Master#ardF&ISAFAmeri6an E;press Credit Cards
MaestroF&ISA Ele6tron Debit Cards
#irrusFBlus ATM Cards
Ameri6an E;press Charge Cards
Participating banks in the networkCirrus 1 Standard Chartered
Grindlays, Citibank.Plus 1 Standard Chartered Grindlays, HSBC,
ICICI Bank. Limits and parameters are set b5 the 6ard issuing ban7s regarding
amount of 6ash withdrawal* withdrawal limit* number of BI$ log.in attempts*
transa6tion set allowed and de6lines0 A free service for you! $o fee is 6harged to
an !DF# Ban7 6ardholder for using our ATM0
For the first time in the country HDFC Bank introduces recharge
of Prepaid cards through ATMs.
You would recall that we had earlier launched the service with
Orange in Mumbai. With this launch we are now Live with Hutch
in Karnataka, A.P. ,Delhi, Chennai and now Gujarat. We will also
be launching this facility with Hutch in Kolkotta shortly.
)@
ADVANTAGES
OF
ATM
2,
THE ADVANTAGES
When you open an HDFC Bank NRE Savings Account, you gain
the following enefits!
International Debit Card:
It is li7e an ATM 6ard 5ou 6an shop with0 "ou 6an use it to shop at o9er
=, la7h establishments in -/, 6ountries or withdraw 6ash from <02 la7h
&ISAFBlus ATMs and o9er 40< la7h #irrus ATMs a6ross the globe0 $ow*
5ou 6an a66ess 5our a66ount* ma7e pur6hases at shops and withdraw 6ash
in almost an5 6ountr5 in the world in the 6urren65 of that 6ountr5* while
the a66ount gets debited in India in 'upees0
ATM Card:
Alternati9el5* 5ou are issued an ATM #ard that 6an be used at all !DF#
Ban7 ATM lo6ations0
ATM Card to mandate Holders
Ma7e it easier for 5our famil5 in India to a66ess and manage 5our $'I
sa9ings a66ount0 "ou 6an now appoint 5our relati9e or friend as a Bower
of attorne5 Fmandate holder* who 6an operate 5our a66ount on 5our behalf
through an indi9idual ATM 6ard0
2-
The5 6an use the ATM 6ard to withdraw 6ash from an5 of our widespread
networ7 of ATMs a6ross India0
LETTER OF MANDATE
"ou 6an gi9e a letter opf mandateFBA to 5our lo6al representati9e in
India who 6an operate the a66ount on 5our behalf0.

PERSONALISED CHEQUE BOOK:
"ou get a personalised 6heque boo7 that is issued on the $'E Sa9ings
A66ount0
NETBANKING:
$ow* a F'EE* safe and se6ure wa5 to do 5our ban7ing o9er the Internet0
%sing the highest le9el of en6r5ption* for ma;imum se6urit5* pa5 5our
utilit5 bills in India* transfer funds between 5our a66ounts or to third
parties within the ban7* all at the 6li67 of a mouse0 "ou 6an 6arr5 out the
following transa6tions1
o A66ount Balan6e inquir5
o A66ount Statement inquir5
2)
o Fi;ed Deposit inquir5
o #heque Status inquir5
o #heque Boo7 request
o Fi;ed Deposit request
o Fund Transfers
o Stop Ba5ment request for a single 6heque or a series of 6heques0
BILL PAY:
%se this 6on9enient fa6ilit5 to pa5 5our ele6tri6it5* phone and mobile bills
through an5 of the 6hannels0 It 6an e9en use the BillBa5 fa6ilit5 through
$etBan7ing to pa5 lo6al bills . phone* ele6tri6it5* mobile phones in 2< Indian
6ities* right from where9er 5ou are* thousands of miles awa50
NOMINATION FACILITY:
$omination is allowed in $'E A66ounts0
FREE QUARTERLY STATEMENTS:
22
"ou are sent Luarterl5 Statements at 5our mailing address0The5 are
generated as of 2-st Mar6h* 2,th ?une* 2,th September and 2-st
De6ember0 Monthl5 statements and Dupli6ate statements are a9ailable at a
fee0
PHONEBANKING:
En8o5 FREE )/.hour BhoneBan7ing to 6he67 5our balan6e* find out the
status of 5our 6heque or e9en open new Fi;ed Deposits0The following
transa6tions 6an be 6arried out1
o A66ount Balan6e inquir5
o A66ount Statement inquir5
o Fi;ed Deposit inquir5
o #heque Status inquir5
o #heque Boo7 request
o Fi;ed Deposit request
o Fund Transfers
o Stop Ba5ment request for a single 6heque or a series of 6heques0
INTERCITY BANKING:
2/
En8o5 the 6on9enien6e of ban7ing at an5 of our bran6hes in India0
REPATRIATION:
"ou 6an easil5 ha9e 5our balan6es held in the $'E A66ount* along with
interest earned* transferred outside India without the prior appro9al of the
'eser9e Ban7 f India0
TAX EXEMPTIONS:
Interest earned on an $'E A66ount is e;empt from In6ome Ta;0 (%nder
6lause /(ii( of Se6tion -, of the In6ome Ta; A6t* -@<- 0 Li7ewise*
balan6es held in su6h a66ounts are also e;empt from Cealth Ta; in terms
of Se6tion <(ii( of the Cealth Ta; A6t* -@430( The abo9e ta; e;emptions
are a9ailable onl5 for a $'E A66ount held b5 an indi9idual and not for
those maintained b5 OCBs
(9erseas #ompan5 Bodies(0
SAFE DEPOSIT LOCKER at 6ertain bran6hes* for 5our 9aluables
and important do6uments0
24
E-AGE ADVANTAGES
Easy shop International Debit Card: It`s like an ATM card
you can shop with!
o %se 5our !DF# Ban7 Eas5shop International Debit #ard to a66ess
5our a66ount from a widespread networ7 of ATMs within India
and abroad0Cithdraw 6ash at o9er =*,,*,,,
&isaFMaestroFBlusF#irrus ATMs in -/, 6ountries
o Shop at o9er -*-,*,,, establishments in India and o9er -2 million
worldwide with 5our Eas5shop International Debit #ard0
o At sele6t bran6hes of #anara Ban7 and Ban7 of India 5ou 6an
withdraw 6ash against 5our !DF# Ban7 Eas5shop International
Debit #ard (a9ailable onl5 with the &isa programme(
International Usage - Account Debited in Indian Rupees
"ou 6an use 5our Debit #ard abroad to withdraw 6ash and to ma7e
2<
pur6hases at mer6hant lo6ations0 For all su6h transa6tions done abroad*
5our a66ount will be debited in Indian 'upees regardless of the 6urren65 in
whi6h 5ou transa6t0
Widespread domestic and international validity
ATMs
o 9er -,,, !DF# Ban7 ATMs
o 9er -),, &isaFBlus ATMs (&isa Debit #ard( and o9er )*=,,
#irrus ATMs (Maestro Debit #ard( in India
o 9er = la7h &isaFBlus ATMs (&isa Debit #ard( and o9er <0/ la7hs
#irrus ATMs (Maestro Debit #ard( internationall5
Merchant Locations
o 9er -*,,*,,, Mer6hant lo6ations (&isa Debit #ard( and )3*,,,
Mer6hant lo6ations (Maestro Debit #ard( in India
o 9er -2 Million Mer6hant lo6ations (&isa Debit #ard( and -)
Million Mer6hant lo6ations (Maestro Debit #ard( internationall5
23
Cash withdrawal at select Canara Bank and Bank of
India branches (for Visa Program only)
o Cal7 into /4, sele6t bran6hes of #anara Ban7 H Ban7 of India
a6ross the 6ountr5 and withdraw 6ash against 5our !DF# Ban7
Eas5shop International Debit #ard (a9ailable onl5 with the &isa
program(
Daily withdrawal limits
"ou 6an withdraw up to 's0 -4*,,,F. at ATMs and ma7e pur6hases upto 's0
)4*,,,F. at Mer6hant Lo6ations
(Boint of Sale( per da50 For 6ash withdrawals at #anara Ban7 and Ban7 of
India lo6ations (&ISA #ardholders onl5( the Boint of Sale limit applies0
Lost your Debit/ATM Card?
"ou 6an now hot.list 5ou Debit or ATM #ard )/ hours a da5* 3 da5s a
wee7 b5 6alling our phone ban7ing numbers1 <4< 2323 in Ahmedabad A
4), ))22 in BangaloreA )=<, 4@4@ in #hennaiA @4-)/.)2, @2@2 in DelhiA
)2)2 ,,2< in !5derabadA))=- 2=2= in Mol7ataA )<= === in MohaliA </2
,)<< in BuneA @=@=) 3---- for rest of +u8aratA @=-42 2---- for rest of
2=
Bun8abA @4-)/.)2, @2@2 for rest of !ar5ana and @4=,.4), ))22 for rest of
Marnata7a0
As 5ou 7now for a9ailaing this fa6ilit5 in Mumbai 5ou simpl5 need to dial
)=4<-=-=0 Also if 5ou are 6alling from outside Mumbai or an5 of the
abo9e 6itiesFstates simpl5 dial ,)).)=4<-=-= for emergen65 hot.listing of
5our Debit or ATM 6ard e9en after 5our lo6al BhoneBan7ing hour0
For 5our 6on9enien6e* this fa6ilit5 is a9ailable on wee7ends and ban7
holida5s too0
Limited liability of fraudulent usage on lost and stolen
cards
o In 6ase 5ou lose 5our Debit #ard* report the loss to our Bhone
Ban7ing ser9i6e immediatel5 or gi9e written instru6tions to 5our
nearest !DF# ban7 bran6h0
o In 6ase 5our lostFstolen 6ard is fraudulentl5 used* 5our liabilit5 is
limited to 's0 4,,F. from the time 5ou report the loss to us0
2@
o Additionall5 5ou must also report the loss to the nearest lo6al
poli6e authorities and forward a 6op5 of the FI' to the Ban70
/,
Worldwide Assistance
o If 5ou are abroad* &isa #ard holders 6an 6all the &ISA +lobal
Assist #enters0 Blease 6he67 the lo6al telephone dire6toriesF5ellow
pages or 9isit www09isa06om for more information0
o Maestro #ard holders 6an 6all the Maestro +lobal Ser9i6e from
Master#ard International0 Bhone numbers are a9ailable on the
Master#ard website0
/-
THE MECHANICS OF MONEY TRANSFER
"% are tra9eling abroad and want to send mone5 ba67 home qui67l50 r* 5ou
are an $'I wor7ing abroad loo7ing to transfer 5our hard earned mone5 home0
This is how 5ou 6an do it0
Mone5 6an be transferred through ban7s* Ceb sites su6h as 'emit)India06om* and
mone5 transfer 6ompanies su6h as Cestern %nion0 !owe9er* ea6h has its
ad9antages and disad9antages0
/)
BA$M T'A$SFE'
Cithin the ambit of ban7ing transfer there are se9eral methods of sending mone50
The most 6ost effe6ti9e mode is writing a 6heque in the lo6al 6urren65 and mailing
it a6ross to the benefi6iar50 !owe9er* a 6heque ta7es 2,./4 da5s for 6learan6e and
also 6ost the re6ipient a few hundred rupees0
"ou 6an also send a foreign draft through ban7s0 Sending a foreign draft is similar
to sending a lo6al draft0 The ban7 6olle6ts the mone5 from 5ou in the form of a
6heque or a 6ertified 6heque and gi9es a rupee draft0 "ou mail the draft to the
re6ipient for en6ashment0 If 5ou are an $'I* 5ou 6an also remit the mone5 in 5our
ban7 a66ount in India0 The pro6edure is the same* e;6ept that 5ou mail the draft to
the bran6h where 5our a66ount is maintained0 In 6ase the draft is pa5able at a
pla6e other than where 5ou ha9e the a66ount* the instrument is sent for 6olle6tion
and normal 6harges are le9ied0
Telegraphi6 transfer or wire transfer is the fastest wa5 to transfer funds through a
ban70 "ou do not ha9e to be a 6ustomer of the ban7 to wire funds* and this is
faster than a foreign draft0 But the 6at6h is 5ou ha9e to pa5 6ash and the fee 9aries
based on 5our relationship with the ban7 (6ustomer or non.6ustomer(0 "ou will
also ha9e to furnish su6h information as name of benefi6iar5 ban7Fbran6h*
benefi6iar5Ds name* address and aF6 no* remitterDs name and address* and so on to
the ban70
If 5ou are on 9a6ation or on a short 9isit to India* tra9eler:s 6heques are a safe
option0 "ou 6an also 6on9ert them into mone5 fast0 All 5ou need to do is go to the
nearest 'BI.re6ognised mone56hangerFban7 and show 5our passport to 6on9ert
the tra9eler:s 6heque into Indian rupee0 !owe9er* if the tra9eler:s 6heque is a gift*
/2
5ou ha9e to deposit it in a ban70 #arr5ing plasti6 mone5 is also a good option for
a66essing 6ash qui67l50 For instan6e* a #itiban7 ban7ing 6ard with a Master#ard
logo allows 5ou to shop or get 6ash from ATMs a6ross the globe0 This 6ard does
not ha9e finan6e 6harges and annual fees0
!owe9er* these 6ards ha9e dail5 spending limits0 Some ban7s with a good
international networ7 also offer ATM fa6ilities for international debit* 6redit and
6harge 6ards0 For instan6e* 5ou 6an use an ATM 6ard of !DF# Ban7 to draw
mone50
Ban7s also offer online ban7ing transfer fa6ilities whi6h enable 5ou to tra67 5our
remittan6e online0 For instan6e* I#I#I Ban7 offers produ6ts* su6h as Bower
Transfer* e.transfer* and 6heque transfer0 The time ta7en for reali>ing mone5
9aries from produ6t to produ6t0 For more details 6onta6t the ban7s0
Ban7ing transfers are 9er5 6on9enient* parti6ularl5 for 6hequeFdraftsFwire
transferFonline ban7ing transfer* if both the sender and the benefi6iar5 ha9e
a66ounts in the same ban70
//
MONEY TRANSFER COMPANIES
Some 6ompanies* su6h as Cestern %nion Mone5 Transfer and Mone5 +ram* also
transfer funds0 All 5ou need to do is lo6ate the nearest agent who represents the
mone5 transfer 6ompan5* fill in Gto send mone5G format* and pa5 the 6ash and the
ser9i6e fee0 The agent will* in turn* pro9ide 5ou with a mone5 transfer 6ontrol
number0 "ou ha9e to 6ommuni6ate this number to the benefi6iar50
Cithin an hour* the benefi6iar5 6an 6olle6t the mone5 from the nearest agent b5
filling in the Gto re6ei9e mone5G form and pro9iding a 9alid identifi6ation0
+enerall5* in India* identifi6ation su6h as 9alid Bassport* &oters ID* BA$ $o* and
dri9ing li6ense are a66epted0 Depending on the lo6ation and amount of mone5
in9ol9ed* the benefi6iar5 ma5 be as7ed a Gtest questionG to 9erif5 whether heFshe
is the intended re6ei9er0 The test question is 6reated b5 5ou (the sender(0
!owe9er* it should be noted that ma;imum amount that 6an be sent per
transa6tion should not e;6eed (%S N)*4,,( as per the Indian +o9ernmentDs
requirement0 Besides* mone5 transfer pa5ments are reser9ed onl5 for pri9ate
6onsumer use and not for 6ommer6ial* business or in9estment purposes0 It should
also be noted that the agent will pa5 the transferred amount in the form of 6ash up
to 's 4,*,,,0 For higher pa5outs* the agent will issue a 6heque whi6h 6an be
en6ashed in ban7s0 !owe9er* there is no 6ash pa5out limit for foreign passport
holders in India0 As per the +o9ernmentDs requirement* a single benefi6iar5 6annot
re6ei9e more than -) pa5ments through mone5 transfer annuall50
/4
WEB SITE TRANSFERS
Man5 Ceb sites also transfer mone50 For instan6e* (remit)india(
www0timesofmone506om offers this ser9i6e0
These Ceb sites also enable 5ou tra67 5our mone5 online0 All 5ou need to do is
log on to the site and fill the requisite details (5ours and the benefi6iar5Ds* the
amount and the pa5ment mode( for sending the mone50 The benefi6iar5 will
re6ei9e the mone5 in the form of 6heque or demand draft or through dire6t
deposits (if the benefi6iar5 has a66ount with an5 of the 6ompan5Ds partner ban7s(0
The fee 9aries based on the transfer amount* mode of pa5ment and senderDs
lo6ation0
A word of 6aution to those who send mone5 through Ceb sites O 7indl5 ensure
that the Ceb site is a reputed one and re6ogni>ed b5 the 'eser9e Ban7 of India0
Before de6iding on the mode of transfer* e9aluate the 6ost in9ol9ed in ea6h
method* the time ta7en* the ease at whi6h 5ou 6an send and re6ei9e funds* safet5
and the transa6tion limit0
All you need to have is an HDFC Bank Account.
REFILL THROUGH ATMS :-
-0 #hoose others i6on in the first s6reen of the ATM after entering 5our BI$0
)0 Sele6t the Bill Ba5FBrepaid 'efill i6on on the s6reen0
20 Sele6t prepaid refill i6on on the s6reen out of the 6hoi6es of Ele6tri6it5*
Telephone et60
/0 Enter 5our prepaid mobile number and 6onfirm the same0
40 #hoose 5our preferred tariff and 6onfirm the pa5ment0
/<
<0 "our a66ount will be debited and the re6harge will be affe6ted instantl50
30 "ou will also get a 6onfirmator5 SMS from the mobile operator0
REFILL THROUGH SMS
'egister for our free Mobile Ban7ing ser9i6e and get 5our range prepaid 6ard
refilled0 ?ust send an SMS at an5 time of the da5 or night and 5our 6ard will be
refilled within se6onds0 The amount will be instantl5 dedu6ted from 5our ban7
a66ount* ma7ing it hassle free and 6on9enient0
It's actually very easy to refill your prepaid card.
-0 T5pe '# !DF# (the amount 5ou want 5our 6ard refilled for( and send it
to -/, for range0
)0 Cithin a few se6onds* 5our prepaid a66ount will be refilled and 5ou will
re6ei9e the following message on 5our mobile phone s6reen* D"our a66ount
has been refilled0 "our range ?ust Tal7 a66ount balan6e is now DPPP
I$'D0
20 "ou 6an refill 5our prepaid 6onne6tion an5 time* from an5where in the
world0 "ou donDt need to 6arr5 an5 refill slips with 5ou0 For e0g01 Instead of
pur6hasing a refill slip of 's0 2)/ and entering the -< digit 6ode* 8ust send
an SMS D'# !DF# 2)/D to -/, and get 5our prepaid 6ard refilled
instantl50
Note: Please ensure that you refill within the validity period.
/3
ur Mobile Ban7ing ser9i6e is one of the easiest wa5s for 5ou to a66ess 5our
a66ount0 ItDs free* instant and 5ou 6an ban7 through SMS0 ChatDs more* 5ou 6an
use Mobile Ban7ing e9en when 5ouDre on the mo9e0
To a9ail of the ser9i6es mentioned below send an SMS to -)2)2
#he67 5our a66ount balan6e0
#he67 on the last three transa6tions 5ou made0
'equest for a statement0
rder a 6heque boo70
Enquire on a 6heque status0
Stop a 6heque0
&iew 5our Fi;ed Deposit details0
Ma7e 5our utilit5 bill pa5ments o9er SMS0
How much does it cost?
This ser9i6e is absolutel5 free from !DF# Ban7Q "ou onl5 ha9e to pa5 the
regular SMS 6harge for 5our SMS request0 ItDs a ser9i6e that has been introdu6ed
for the first time in India* 8ust to ma7e 5our world easier0
/=
PRODUCT FEATURES
-0 #urrentl5* range and !ut6h prepaid 6ustomers at the mentioned 6ir6les*
who are !DF# Ban7Ds A66ount holders 6an now get their pre.paid 6ards
refilled for the amount the5 desire through the ATMs0
)0 This hassle.free and 6on9enient ser9i6e is a9ailable )/ hours a da5* 2<4
da5s a 5ear* and 6omes at no 6ost* for the 6ustomer0
20 There is no 6harge from !DF# Ban7 for this ser9i6e0 All that a 6ustomer
needs to do to a9ail of this ser9i6e is 9isit his nearest ATM0
/0 The benefits of this new feature are ob9ious1 re6harging of prepaid 6ards is
now possible an5where . while roaming in India without the need to find a
shop sto67ing 'efill slips* and at an5 time of the da5 or night0
So now !ut6h prepaid 6ustomers 6an refill their mobile phones b5 9isiting the
nearest !DF# Ban7 ATM0
For further information on more 6on9enient ser9i6es from us at !DF# Ban7* 6all
Bhone Ban7ing* log on to www.hdfcbank.com or 8ust wal7 in to the bran6h
6losest to 5ou0
Ce will also be shortl5 laun6hing this 6on9enient fa6ilit5 with other mobile
operators around the 6ountr50
R 'e6harge fa6ilit5 through ATMs is a9ailable for range prepaid 6ustomers in
Mumbai and !ut6h prepaid 6ustomers in Delhi* Marnata7a* Andhra Bradesh*
#hennai and +u8arat 6urrentl50
RR 'e6harge fa6ilit5 through SMS is a9ailable for range prepaid 6ustomers in
Mumbai 6urrentl50
/@
4,
WHO CAN APPLY?
A] Resident Indians holding any of the following Account(s) with HDFC
Bank:
Sa9ings A66ount
#urrent A66ount (Sole Broprietorship(
Supersa9er A66ount
Loan Against Shares A66ount (LAS(
Salar5 A66ount
B] Non-Resident Indians holding any of the following NRE Account(s) with
HDFC Bank;
$'E Sa9ings A66ount
$'E Sa9ings Depositor5 A66ount
$'E #urrent Depositor5 A66ount
4-
For the first time in the country HDFC Bank introduces refill of Orange
prepaid card through ATMs and SMS
All 5ou need to ha9e is an !DF# Ban7 A66ount and be an range prepaid
6ustomer0
Refill through ATMs:-
-0 #hoose thers i6on in the first s6reen of the ATM after entering 5our BI$
)0 Sele6t the s6reen Bill Ba5FBrepaid 'efill i6on on the s6reen
20 Sele6t prepaid refill i6on on the s6reen out of the 6hoi6es of Ele6tri6it5*
Telephone et60
/0 Enter 5our Brepaid mobile number and 6onfirm the same
40 #hoose 5our preferred tariff and 6onfirm the pa5ment0
<0 "our a66ount will be debited and the re6harge will effe6ted instantl5
30 "ou will also get a 6onfirmator5 SMS from the mobile operator0
4)
REFILL THROUGH SMS:-
'egister for our free Mobile Ban7ing ser9i6e and get 5our range prepaid 6ard
refilled for the amount 5ou desire0 ?ust send an SMS at an5 time of the da5 or
night and 5our 6ard will be refilled within se6onds0 The amount will be instantl5
dedu6ted from 5our ban7 a66ount* ma7ing it hassle free and 6on9enient0
It's actually very easy to refill your prepaid card.
-0 T5pe '# !DF# (the amount 5ou want 5our 6ard refilled for( and send it
to -/,0
)0 Cithin a few se6onds* 5our prepaid a66ount will be refilled and 5ou will
re6ei9e the following message on 5our mobile phone s6reen* D"our a66ount
has been refilled0 "our range ?ust Tal7 a66ount balan6e is now DPPP
I$'D0
20 "ou 6an refill 5our prepaid 6onne6tion an5 time* from an5where in the
world0 "ou donDt need to 6arr5 an5 refill slips with 5ou0 For eg1 Instead of
pur6hasing a refill slip of 's0 2-4 and entering the -< digit 6ode* 8ust send
an SMS D'# !DF# 2-4D to -/, and get 5our prepaid 6ard refilled
instantl50
42
Note: Please ensure that you refill within the validity period.
ur Mobile Ban7ing ser9i6e is one of the easiest wa5s for 5ou to a66ess 5our
a66ount0 ItDs free* instant and 5ou 6an ban7 through SMS0 ChatDs more* 5ou 6an
use Mobile Ban7ing e9en when 5ouDre on the mo9e0
To a9ail of the ser9i6es mentioned below send an SMS to -)2)2
#he67 5our a66ount balan6e0
#he67 on the last three transa6tions 5ou made0
'equest for a statement0
rder a 6heque boo70
Enquire on a 6heque status0
Stop a 6heque0
&iew 5our Fi;ed Deposit details0
Ma7e 5our utilit5 bill pa5ments o9er SMS0
How much does it cost?
This ser9i6e is absolutel5 free from !DF# Ban7Q "ou onl5 ha9e to pa5 the
regular SMS 6harge for 5our SMS request0 ItDs a ser9i6e that has been introdu6ed
for the first time in India* 8ust to ma7e 5our world easier0
4/
For further information on more 6on9enient ser9i6es from us at !DF# Ban7* 6all
)=4< -=-=* log on to www0hdf6ban706om or 8ust wal7 in to the bran6h 6losest to
5ou0 "ou 6an also 6all range at 4<</ )))) or log on to www0orange06o0in
44
INTERNATIONAL DEBIT CARD
4<
INTERNATIONAL
DEBIT CARD
It:s li7e an ATM 6ard one 6an shop with0 !DF# Ban7 International Debit #ard
6an be used to a66ess a66ount from a widespread networ7 of ATMs within India
and abroad0 #ash 6an be with drawn at o9er =*,,*,, &isaFMaestroFBlusF#irrus
ATMs in -/, 6ountries0 Shopping at o9er 4-*,,, establishments in India and o9er
-, million worldwide 6an be done with International Debit #ard0 At sele6t
bran6hes of #anara Ban7 and Ban7 of India withdraw of 6ash against !DF# Ban7
International Debit #ard (a9ailable onl5 with the &isa Ele6tron programme( 6an
be done0
43
PHONE BANKING
4=
PHONE BANKING
1ust by making a phone call one can -
As7 for a66ount details
'equest for a 6heque boo7
pen a fi; deposit
rder a demand draft
Stop 6heque pa5ment
Ma7e 6heque status inquiries
pen Fi;ed Deposits
'eport of lost ATM F Debit #ard
Transfer funds
4@
CHAPTER-3
RESEARCH OB1ECTIVE
OF
THE STUDY
<,
OB1ECTIVE OF THE PRO1ECT
To 7now the potential mar7et of !DF# Ban7 for ATM in Bulandshahar
#it50
To e9aluate the ser9i6es0
To determine the e;isting usage rate of ATM:S0
<-
RESEARCH METHODOLOGY
<)
RESEARCH METHODOLOGY
'esear6h methodolog5 is the mean to plan out the wor7ing pro6ess or the 6ourse
of a6tion to rea6h the ob8e6ti9e0 It is e;tremel5 6ru6ial and holds the 7e5 to the
su66ess of the sur9e50
SAMPLE AREA : BULANDSHAHAR
SAMPLING : SIMPLING RANDOM SAMPLING
SAMPLE SIZE : 300
TYPE OF DATA : PRIMARY DATA
DATA COLLECTION
METHOD : INTERVIEW THROUGH QUESTIONNAIRE
INTERVIEW
TECHNIQUE : CONTACTED PERSONALLY
TYPE OF
QUESTION : OPEN AND CLOSED ENDED
RESEARCH DESIGN: DISCRIPTIVE
<2
RESEARCH METHODOLOGY
The methodolog5 resear6her use in the entire resear6h and sur9e5 wor7
6an define as in this method0 'esear6her used the sur9e5 in this passion so that
there was minimum wastage of man0 material and mone50
RESEARCH DESIGN:-
Types of Research:- For 6olle6tion of data resear6her are des6ripti9e resear6h
design0 It pro9ide me des6ription of an indi9idual and a 6ommunit50 Through this
resear6h 6olle6t quantitati9e questionnaire and data0
DATA SERVICE:-
Dire6t intera6tion with 6onsumer and 6onsumer and 6onsumer as a respondent0 So
6onsumer is the man data ser9i6e0
</
RESEARCH APPROACH: _
There are two basi6 approa6hes to resear6h0 quantitati9e and qualitati9e m5
approa6hes are both0 'esear6her 6olle6ts the quantitati9e data and the opinion of
the people bi7e performan6e of the produ6t0 dealership0 satisfa6tion le9el and there
e;pe6tation0
TYPES OF QUESTIONNAIRES :
Chen resear6her start preparing questionnaires then resear6her 7eep all the brings
in this mind that guideline of his guide and time fa6tor of 6onsumers0
Luestionnaires should not be 9er5 bort5 and length5 wor7ing upon the abo9e
guidelines0 The questionnaires there were -4 and target mar7et questionnaires is
-= and total questions )20
TYPE OF QUESTIONS:-
'esear6h used both 6losed t5pe question0 (e0g0.g the t5pe D5es or no( open t5pe
(e0g0.in9iting free response( and li67er s6ale question0 I used for qualitati9e in m5
questionnaires0
RESEARCH INSTRUMENT:
'esear6hDs resear6h instrument is questionnaires for 6olle6ting the primar5 data0
This is 9er5 6ommon and fle;ible instrument0
SAMPLING:
Sample in mar7et* resear6her 6olle6t needed information from 9arious persons
who are asso6iated with this sub8e6t0 Chen su6h asso6iated persons are in new
number resear6h 6an get information from all of them in su6h some people among
<4
asso6iated persons are sele6ted and 6olle6t information from them0 These sele6ted
persons represents the whole uni9erse and are 6alled sample0
SAMPLING SIZE:
The total number of these sele6ted persons is 6alled sample si>e0 the sample is the
total of persons0 whi6h are inter9iewed b5 resear6her0 In this 6ase stud5 sample
units are one hundred0 resear6her has ta7en response of one hundred persons0
COLLECTING THE DATA:
-0 Brimar5 data0
)0 Se6ondar5 data0
-. Brimar5 data1 Through sur9e5 resear6her obtains primar5 data dire6tl5
from the 'eader through following method0
A0 bser9ation method0
B0 Inter9iew method0
#0 Luestionnaires0
A. Observation M ethod 1 'esear6her went to the dealers showroom
and ser9i6e 6enter and e9en a par7ing pla6es0 'esear6her dire6tl5
obser9es the 6ustomers resear6her with out as7ing an5 question0
!ere resear6her found most of the 6ustomer was empt5 bu5ing
beha9ior0
B. Interview Method 1 'esear6her went to the ser9i6e 6enter and
par7ing pla6es and 6olle6ts the data through personal inter9iew0
<<
C. Through questionnaires 1 'esear6her 6olle6ts most of the data
through questionnairesA resear6her went to the 6onsumers and
requested them to fill the questionnaires0
<3
CHAPTER-4
GRAPHICAL DATA INTERPRETATIONS
(RESULTS & FINDINGS)
<=
GRAPHICAL DATA INTERPRETATION
DISCRIPTION OF THE SAMPLE SURVEYED
NO. OF CUSTOMERS ENROLLED DURING THE
FOLLOWING TIME PERIOD FROM THE SAMPLE
SURVEY
1.5 to 2 years
35%
Less Than 6
months
34%
.5 to 1 years
13%
1 to 1.5 years
18%
1.5 to 2 years
Less Than 6 months
.5 to 1 years
1 to 1.5 years
]
From the pie 6hart shown abo9e we 6an see that from the sample si>e of 2,, K
2/E of the 6ustomers were holding a66ount with the ban7 from less than si;
months0 -2E of the 6ustomers were holding a66ount with the ban7 from less than
a 5ear0 -=E of the 6ustomers were holding a66ount with the ban7 from less than
5ear and a half 24E of the 6ustomers were holding a66ount with the ban7 from
less than ) 5ears0
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OCCUPATION
BUSINESS
31%
PRIVATE SECTOR
26%
GOVERNMENT
SERVICE
29%
STUDENT
14%
BUSINESS
PRIVATE SECTOR
GOVERNMENT SERVICE
STUDENT
Among the sample of 2,,.
1. 31 were businessmen.
2. 26 were into government service.
3. 29 were in private sector.
4. 14 were students.

3,
ATM
5%
INTERNATIONAL
DEBIT CARD
22%
BOTH
2!%
TYPE OF CARD USED BY THE RESPONDENT
ATM
INTERNATIONAL DEBIT CARD
BOTH
There are two types of card offered by the bank-
1. ATM CARD
2. INTERNATIONAL DEBIT CARD
50 of the respondents were using ATM CARD.
22 of the respondents were using INTERNATIONAL DEBIT CARD.
28 used both the cards.
POTENTIAL AREA OF SETTING UP NEW ATM`S ACCORDING TO
SAMPLE SURVEY
3-
3)
3
25
35
4
2!
2!
3
5 1 15 2 25 3 35 4 45
G"#$%&$'(
S($)'#* N$+$#
G($&'$ G($#
G",+($#
A,* N$+$#
M-.*/$,
OTHERS
P
O
N
T
E
N
T
I
A
L

A
R
E
A
S
NO. OF RESPONDENTS
ANALYSIS OF THE LOCATIONS
The three most sought locations are-
1. Bank Road
2. Railway Colony
Bank Road- This lo6ation was suggested b5 34E of the respondents0 The
reason for suggesting this pla6e was that it is the main mar7et and people
out for shopping 6an get mone5 easil5 when e9er the5 fall short off0 This
main mar7et of B%LA$DS!A!A' surrounded b5 residential areas0 So a
6ounter at this lo6ation 6an attra6t 6ustomer base from the following
6olonies and the premier lo6ation will also add to the signifi6an6e of the
6ounter0
Railway Colony - This 6ounter was suggested b5 )4E of the respondents0
A 6ounter in this area 6an attra6t a 6ustomer base0 The nearest !DF#
ATM to this area is 'ailwa5 Station0 So most of the 6ustomers who go to
'ailwa5 Station 6an use this 6ounter* whi6h will lessen the 6ustomer traffi6
at 'ailwa5 Station 6ounter* whi6h is generall5 o9er rushed0
32
RATING OF THE SERVICES OFFERED AT THE
ATM0S
!
142
1
!

2
4
6
!
1
12
14
16
E
2
C
E
L
L
E
N
T
G
O
O
D
S
A
T
I
S
F
A
C
T
O
R
Y
B
A
D

V
E
R
Y

B
A
D
N
O

O
F

R
E
S
P
O
N
D
E
N
T
S
Out of the 300 respondents-
1. 25 ranked the services as excellent.
2. 49 ranked the services as good.
3. 24 ranked the services as satisfactory.
4. 2 ranked the services as bad.
THE SERVICES INCLUDE-
Proper functioning of the machine.
Adequate supply of envelops used for depositing cheque and cash.
Trained guards.
Proper lightning and air-conditioning.
Cleaning of the counter.
Good arrangement of alternate power supply (in case of power cuts).
3/
PROLEM FACED BY THE CUSTOMERS

"ut of the sa#ple su$veye% &'( of the $espon%ents face%
%iffe$ent p$ole#s which a$e)
Ma6hine out of order due to te6hni6al fault in the ma6hine itself or due to
delin70
Beople get 's0 4,, notes* as the 's0 -,, notes are not suffi6ient in the
ma6hine0
Man5 time:s 6ash gets o9er and it ta7es a lot of time for refill0
Beople ha9e to fa6e a long que at 'ailwa5 Station 6ounter
#learan6e of the 6heques deposited in the ATM:S ta7es time0
The ATM 6ounter has a poor alternate power suppl50 The %BS lasts onl5
for )4.2, min after a power 6ut where as the %BS of other 6ounters wor7
for 3.= hours0 In that 6ase the 6ustomers ha9e to go to other 6ounter or wait
for the ele6tri6it5 to 6ome0
34
AWARNESS LEVEL OF TELE BAN3ING AMONG
SAMPLE SI4E
14
16
13
135
14
145
15
155
16
165
AWARE NOT AWARE
N
O
.

O
F

R
E
S
P
O
N
D
E
N
T
S
S-#*-)1
S-#*-)2
Out of the 300 respondents surveyed-
/,E per6ent were aware of B!$E BA$MI$+ ser9i6e0
<,E per6ent were found not aware of the Tele ser9i6e offered b5 the ban7
3<
TELE BAN3ING ACTUALLY USED AMONG AWARE
PEOPLE
DON0T USE
56%
USE
44%
USE
DON0T USE
Out of the 140 aware people-
-0 //E use the ser9i6e0
)0 4<E don:t use the ser9i6e0
The main reason for not using the ser9i6e is K
-0 The5 don:t 7now how to use the phone ban7ing ser9i6e0
)0 Some find the pro6edure 6ostl5* as the5 ha9e to pa5 for the 6all0
20 Some don:t felt the need to use the tele ser9i6e0
33
RATING OF TELE BAN3ING SERVICES
E2CELLENT
33%
GOOD
51%
SATISFACTORY
1%
BAD
%
VERY BAD
%
E2CELLENT
GOOD
SATISFACTORY
BAD
VERY BAD
Among the users -
-0 22E ran7ed the ser9i6e as e;6ellent0
)0 43E ran7ed the ser9i6e as good0
20 -,E ran7ed the ser9i6e as satisfa6tor50
Bhone ban7ing is not effe6ti9e as onl5 /3 E of the 6ustomers are using it0
To ma7e it effe6ti9e.
-0 #ustomers should be made aware of it and should be taught how to use
it effe6ti9el5 and effi6ientl50
)0 Bosters and bro6hures should be pla6ed at the ATM:s and Ban7 to
6reate awareness0
USES RATE OF HDFC BANK ATM IN 1ULY `2006
TTAL $%MBE' F !ITS I$ ?ul5:),,< J -@),)
3=
The number of hits each ATM contributed to the total hits in 1uly`2006-
Bank Road ATM got 18225 hits.
Railway Colony got 4707 hits.
TOTAL CUSTOMERS IN HDFC BANK (Bulandshahar) 19202
USES RATE TOTAL HITS
TOTAL CUSTOMERS
22932 1.19 HITS/CUSTOMER
19202
PERCENTAGE CONTRIBUTION
OF EACH ATMs TO THE TOTAL
The per6entage 6ontribution of ea6h 6ounter to the total is.
Ban7 'oad ATM 34E0
'ailwa5 #olon5 ATM )4E
3@
CHAPTER-5
LIMITATIONS
&
SUGGESTIONS
=,
LIMITATIONS & SUGGESTIONS
-0 #ustomers want at least fi9e more ATM ma6hines in different main
mar7et in #it50
)0 #ustomers want that !DF# BA$M should e;pand its ATM networ7
fa6ilit5 in the neighboring towns su6h as Lu67now0
20 Beople want one more 6ounter at Bran6h ffi6e so that the 6ustomer traffi6
gets di9ided into two and the rush 6an be easil5 managed0
/0 Suffi6ient -,,F. notes should be 7ept in the ma6hine as the5 get o9er 9er5
fast and the 6ustomer ha9e to ta7e 4,,F. notes0
40 Ban7 should minimi>e the minimum balan6e that is to be maintained b5
the 6ustomer in hisFher a66ount (4,,,F.(0
<0 Addresses of all the ATM:s in the 6it5 should be a9ailable at ea6h ATM0
30 Bran6h offi6e telephone no0 should be a9ailable at all 6ounters and their
6alls should be ta7en up positi9el50
=0 Cithdrawal limitations should be eased whi6h are.
ne 6an withdraw a ma;imum amount of ),*,,,F. in a da5 if
heFshe posses an ATM 6ard and
)4*,,,F. if heFshe has an International Debit #ard0
=-
@0 Drin7ing water should be 7ept at the 6ounters in hot summers0
-,0 After ser9i6es pro9ided b5 the ban7 should be impro9ed0
--0 The ATM ma6hines should be 6he67ed and ser9i6ed regularl5 to a9oid
ma6hine failure0
-)0 Broper Ele6tri6it5 should be pro9ided
-20 Se6urit5 guard must be a9ailable at ATM ma6hines0
=)
RECOMMENDATIONS
=2
RECOMMENDATIONS
-0 The usage rate should be in6reased and for that the 6ustomers should be
edu6ated to ma7e full use of their ATM0
)0 !DF# Ban7 should e;pand its ATM networ7 in the 6it5 and into the
neighboring towns0
20 The alternate power suppl5 at Ban7 'oad Bran6h should be impro9ed so that
it gi9es a good and long lasting ba67 up0
/0 The ATM ma6hines should be 6he67ed and ser9i6ed regularl5 to a9oid
ma6hine failure0
40 #ustomers should be made aware of all the dire6t ban7ing 6hannels offered b5
the ban7 and should be taught how to us them properl50 This will redu6e
6ustomer traffi6 in the ban7 and the 6ustomers will be able to use all the
ser9i6es effi6ientl5 and effe6ti9el50
Bosters and bro6hures should pla6ed at the Ban7 and at the ATM:s to
promote phone ban7ing and other dire6t ban7ing 6hannels0
<0 A telephone should be made a9ailable at all the 6ounters as at night all the
B#:s 6lose and in 6ase of a problem at the ATM the guard is not able to
6onta6t the ban7 offi6ial0
=/
30 A phone at the ATM:s will also en6ourage 6ustomers to ma7e use of phone
ban7ing0
=0 Bower suppl5 and se6urit5 guard should be properl5 at ATM Ma6hines0
S.W.O.T. ANALYSIS
=4
S.W.O.T. ANALYSIS
STRENGTH:
-0 Ban7 offers different ATM and Debit 6ard b5 whi6h mone5 transa6tion
shopping H pur6hasing 6an be made ease at world le9el0
)0 Ban7 pro9ides globalised networ7 between all bran6hes on world le9el0
WEAKNESSES
-0 Long repa5ment period requires 6onstant follow up and monitoring0
)0 #han6es of default are more sin6e future in6ome of the borrower is not
assured0
OPPORTUNITIES:
-0 E9er5one in this so6iet5 desires to ha9e at least one owned ATM #ard during
his or her life time0
)0 Cith 6heaper interest rates and long repa5ment period demand is in6reasing
da5 b5 da50
20 This se6tor 6reates 8ob opportunities for la7h of people0
THREAT:
-0 Cith stiff 6ompetition in the ATM ban7ing se6tors* this is bound to be6ome in
ruminati9e and hen6e ma5 be6ome in loosing reposition for the ban7s0
=<
HYPOTHESIS
=3
HYPOTHESIS
Cith the full stud5 of ATM s6heme I 6ame to a 6on6lusion that !DF#
Ban7 is more in demand be6ause of some its spe6ial features in 6omparison to
other Ban7s0
The spe6ial features are1
-0 Fast appro9al with minimum do6umentation0
)0 The ATM 6ard will be possessed H a6ti9ated within /= hours after 6ompleting
do6umentation0
20 It has 9arious attra6ti9e ATM #ard utili>ation0
/0 !DF# Ban7 operates in a highl5 automated en9ironment in terms of
information te6hnolog5 and 6ommuni6ation s5stem0
==
CONCLUSION
=@
CONCLUSION
To 6on6lude I ma5 sa5 that !DF# Ban7 is more profitable in ta7ing ATM
#ard be6ause !DF# Ban7Ds ATM s6heme is the most 6on9enient wa5 to get an5
6ard for 5our new dream0 It gi9es se9eral new ad9antages to the 6ustomer li7e it
offers )/ hour automatised ban7ing ser9i6es with 2@ Bhone ban7ing number
a9ailable0 It also offers $et ban7ing a6ross the 6ountr5 all 5ear around0 An5
shopping is 9er5 eas5 in o9er -/, 6ountries0
There are also spe6ial benefits for !DF# Ban7 ATM #ard holdersA the5
6an possess different loans within /= hours after 6ompleting the do6uments0

@,
BIBLIOGRAPHY
@-
BIBLIOGRAPHY
Magazines & Periodicals
. India Toda5
. Business Corld
. Business Toda5
Website
www0hdf6ban706om
www0google06o0in
www06rbonline06om
Books
Author . Bhilip Motter
Title . Mar7eting Management
Bublisher . !all of India B9t0 Ltd0
Edition . --th
Author . Sa;ena* 'an8an
Title . Mar7eting Management
Bublisher . Tata Me+raw.!ill Bublishing 6ompan5 Ltd0
Research Methodology
Author . Sharma* D0D0
Title . Mar7eting 'esear6h* Brin6iples* Appli6ation
H #ases0
Bublisher . Sultan #hand H sons
Author . Beri* +0#0
Title . Mar7eting 'esear6h
Bublisher . Tata M6graw !ill Bublishing #ompan5 Ltd0
Author .

#0'0 Mothari
Title . 'esear6h Methodolog5
Bublisher . &ishwa Bra7ashan
Newspapers
The Times of India
E6onomi6 times
The Finan6ial E;press
@)
@2
ANNEXURE - QUESTIONNAIRE
@/
QUESTIONNAIRE
NAME : SSSSSSSSSSS0000000SSSSSSSS
ADDRESS : SSSSSSSSSSS0000000SSSSSSSS
SSSSSSSSSSS0000000SSSSSSSS
CONACT NO. : SSSSSSSSSSS0000000SSSSSSSS
E-MAIL : SSSSSSSSSSS0000000SSSSSSSS
OCCUPATION : SSSSSSSSSSS0000000SSSSSSSS
AGE : SSSSSSSSSSS0000000SSSSSSSS
1. HOW LONG HAVE YOU BEEN USING HDFC BANK?
<6 MONTHS T U ,05-1YEARS T U
1-1.5YEAR T U 2 YEARS T U

2. WHICH CARD OF HDFC DO YOU USE?

ATM T U
INTERNTIONAL DEBIT CARD T U


3. DO YOU FIND THE LOCATIONS OF HDFC ATM COUNTERS
CONVEINIENT?
YES T U NO T U
IF NO, SUGGEST THE BEST SUITABLE LOCATION
................
@4
4. HOW DO YOU FIND THE SERVICES OF HDFC ATM /DEBIT
CARD?
EXCELLENT
GOOD
SATISFACTORY
BAD
VERY BAD
5. HAVE YOU EVER FACED ANY PROBLEM WHILE USING ANY
OF HDFC Bank ATM?

YES NO
6. IF YES, PLEASE SPECIFY THE
PROBLEM...............
.................................
.

7. ARE YOU AWARE OF THE PHONE BANKING?
YES NO
IF YES, DO YOU USE IT?
YES NO
8. HOW DO YOU FIND THE PHONE BANING SERVICE OF HDFC?
EXCELLENT
GOOD
SATISFACTORY
BAD
@<
VERY BAD
9. ANY SUGGESTION
A .............
B...............
C...............
D...............
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