SUMMER INTERNSHIP REPORT

ON THE TOPIC

“CORPORATE SALARY ACCOUNTS”

AT

HDFC BANK, Main Branch, Ranchi

Submitted in partial fulfilment of the requirements for the PGDM course at Xavier
Institute of Social Service, Ranchi
By

SRIJEET CHATTERJEE

Roll No. 16 Session 2017-2019

Under the guidance and mentorship of

Mr. SURYANSHU VERMA

Dr. PINAKI GHOSH

 ACKNOWLEDGEMENT

I would like to share my gratitude from the core of my heart to everyone who has helped me
making this project. My special thank goes to my mentor Mr. Suryanshu Verma, Branch Manager
of HDFC Bank, Main Branch, Ranchi, who instead of being occupied with work, helped me with
the making of this project and showed me the path of success in each aspect. Also, I would like to
thank Mr. Prabhjot Singh, P.B.A. at the Main Branch of HDFC Bank, Ranchi who continuously
inspired, guided and taught me each and every aspect of banking possible within those two months
of my internship days.

Mrs. Preyoshi Ganguly, Mr. Ajay Shrivastava, Mrs. Vidyotma Mishra, Mr. Ranjit Kumar, Mr.
Vikash Sethia, Mr. Rupesh Jha, Mr. Ravi Murarka, Mr. Kundan Kumar, Mr. Manish Kant and Mr.
Iqbal were the people whom I cannot miss mentioning as they were the ones who have made my
first time corporate exposure a memorable, learning and fruitful experience.

At last I would like to thank the almighty god who has showered his blessings at every moment in
my life and without whose blessings nothing was possible. I would also like to thank my friends,
family and the people who have contributed for this project work.

Srijeet Chatterjee

Roll No. 16

PGDM- Marketing

(2017-2019)
 TABLE OF CONTENT

S. No. CONTENTS

1. Executive Summary

2. Introduction

3. Objectives of Study

4. Company Profile

4.1 Mission and Vision Statement

4.2 Retail Banking Services
4.3 Wholesale Banking Services
4.4 Treasury
4.5 Business Focus
4.6 Products and Offerings
4.7 Premium Banking
4.8 Private Banking

5. Digital Banking as a part of Retail Banking to the customers.

5.1 Digital Banking Models

5.2 Digital Banking Products

6. Distribution Network

7. Corporate Salary Accounts in HDFC Bank

7.1 Premium Salary Accounts

7.2 Regular Salary Accounts
7.3 Defence Salary Accounts
7.4 Classic Salary Accounts
7.5 Basic Savings Bank Deposit Accounts – Salary
7.6 Salary Family Account
7.7 Re-imbursement Account
8. Documents needed for opening a Salary Accounts

9. Additional Features of CSA

9.1 Conversion into a Regular Savings Bank Account

9.2 Conversion of converted Salary Bank Account from Savings Bank Account
again into Salary Account

10. New Relationship Establishments

11. Experience and Achievements

12. Methodology
S. No. CONTENTS

13. DATA Analysis

14. Conclusions and Suggestions

15. References
 1. EXECUTIVE SUMMARY

HDFC Bank is one of the largest banks in India in terms of market capitalisation, where it also
outdistances SBI (The largest bank of the country). It serves above 10 different types of financial
products and under those products there are sub-products for it’s clients in order to fulfil each of
their financial needs, under one roof. Out of all those products, one of the products of HDFC Bank
is ‘CORPORATE SALARY ACCOUNTS’.

Corporate Salary Accounts is a very helpful product in generating revenues and improving the
company’s penetration in the market. The Salary Account holders are most credulous and suitable
prospects for the banking products like Loans, Credit Cards, SIPs etc. Salary Account clients hence
are considered to be one of the best business making sources for the banks. Also it helps HDFC
Bank to build up corporate tie-ups with other industry leaders and other players. These tie-ups not
just secure the present but also the future business prospects for the bank. Relationship building has
today become a crucial element in the competitive scenario, especially when the market is almost
saturated. Hence, CSAs help develop the bank in all such aspects.

Now, since CSAs are a very important offering of the bank, hence it would be beneficial if a
detailed study is conducted in order to understand the benefits and advantages, rules, guidelines etc.
of the product range which HDFC Bank has to offer under the Corporate Salary Accounts. Also the
significance of CSAs can be felt when we look into how many customers avail what type of
products and also their satisfaction level. Hence to understand all this and find the loop where the
bank misses out on quality delivery SERVQUAL analysis model would be followed.
 2. INTRODUCTION

The banking sector in India has developed remarkably over the years and as per a statement by the
RBI, “India’s banking sector is sufficiently capitalised and well-regulated”. It is also considered to
be one of the best in the world. Hence, it is evident that the competition in the banking sector is very
high. This highly competitive market has made the banks to formulate advanced strategies and
policies to identify, capture and retain the key business sources which would help them survive in
this diverse globalised business environment.

India at present has 27 public sector banks, 22 private sector banks, 44 foreign banks, 56 regional
rural banks, 1,589 urban cooperative banks and 93,550 rural cooperative banks, as this is as per a
report by IBEF, June, 2018.

HDFC (Housing Development Financial Corporation) Bank is a Private Sector bank which was
incorporated in the year 1994, headquarters in Mumbai, Maharashtra. It was the then Union Finance
Minister Mr. Manmohan Singh who inaugurated the bank’s first full service branch at Sandoz
House, Worli. HDFC Bank Limited with an employee base of 84,325 having its presence in
countries like Bahrain, Hong Kong and Dubai, is India’s largest private sector lender by assets.
Talking about the list of banks in terms of market capitalization as on February, 2016, it is leading
the charts with an amount of 493,183.93 crore (INR).

Currently as per the figures of June, 2017 the bank has its distribution network with 4,715 branches
and 12,260 ATMs across 2,657 cities and towns. The bank has also installed 4.30 lacs POS
terminals and issued 235.7 lacs debit cards and 85.4 lacs credit card in FY 2017.

It is a noteworthy finding that when the Private Sector bank’s interest revenue in India grew at a
rate of 16.21% i.e. from 37 (US $ Bn) to 43 (US $ Bn) in the financial year 2016-2017 HDFC
Bank’s revenue alone grew by 20.18% Y-O-Y.

This huge gap in the growth rate is due to the customer relationship management of HDFC Bank
and the precise segmentation of the customers under different product ranges, to cater them exactly
according to their needs.

In these two months of my summer internship I came across many different customers who were
sold different products. I interacted with them and took their reviews on their experience at the
bank. Also I learned about how the customers are pitched products which serve the best of their
needs. I also interacted with all the resources of the bank and tried getting into them in
understanding the ideology which floats in the minds of the employees when the deal with the
customers. The primary focus for my internship days was although in the Corporate Salary
Accounts which were opened at the branch I was deployed in. Also I got the opportunity to explore
various other functions going in and around the branch on a daily basis. I learned about the work
distribution culture and team work within the bank employees. After spending all my internship
days in the branch, acquiring every knowledge possible which I could gather I just came at one
simple conclusion which I cannot miss mentioning i.e. high significance and need of interpersonal
communication skills, polite and friendly attitude and most importantly Relationship Building Art.
 3. OBJECTIVES OF THE STUDY

 To understand the features of Corporate Salary Accounts and its product rage offered at HDFC
Bank for suiting different needs of the customers.
 To understand the additional product package that is offered by HDFC to attract its client and
its usefulness.
 To get an idea about the customer satisfaction level and finding out the gaps in the system.
 4. COMPANY PROFILE

HDFC Bank today is the largest bank in the country in terms of market capitalization which stands
at nearly 539,177.87 Cr. The share price of the company over a period of 10 years, have increased
approximately 942.4% and currently stands at a value of Rs 2093.70 per share. When we look into
the company’s previous records we see that the face value price of HDFC Bank’s share was Rs
219.65 about a decade ago.

The Housing Development Finance Corporation Limited (HDFC) was amongst the first to receive
an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in the private
sector, as part of the RBI's liberalisation of the Indian Banking Industry in 1994. The bank was
incorporated in August 1994 in the name of 'HDFC Bank Limited', with its registered office in
Mumbai, India. HDFC Bank commenced operations as a Scheduled Commercial Bank in January
1995.
HDFC Bank comprises of a dynamic and enthusiastic team determined to accomplish the vision of
becoming a World-class Indian bank. HDFC bank‟ s business philosophy is based on our four core
values - Customer Focus, Operational Excellence, Product Leadership and People. They believe
that the ultimate identity and success of their bank will reside in the exceptional quality of people
and their extraordinary efforts. They are committed to hiring, developing, motivating and retaining
the best people in the industry.
HDFC Bank's mission is to be a World-Class Indian Bank. The objective is to build sound customer
franchises across distinct businesses so as to be the preferred provider of banking services for target
retail and wholesale customer segments, and to achieve healthy growth in profitability, consistent
with the bank's risk appetite. The bank is committed to maintain the highest level of ethical
standards, professional integrity, corporate governance and regulatory compliance. HDFC Bank's
business philosophy is based on four core values - Operational Excellence, Customer Focus,
Product Leadership and People.

4.1 MISSION & VISION STATEMENT OF HDFC BANK LIMITED

MISSION

1. World Class Indian Bank.

2. Benchmarking against international standards.
3. To build sound customer franchises across distinct businesses.
4. Best practices in terms of product offerings, technology, service levels, risk management and
audit & compliance.
VISION
The HDFC Bank is committed to maintain the highest level of ethical standards, professional
integrity and regulatory compliance. HDFC Bank‟ s business philosophy is based on four core
values such as:-
 Operational excellence.
 Customer Focus.
 Product leadership.
 People.
The objective of the HDFC Bank is to provide its target market customers a full range of financial
products and banking services, giving the customer a one-step window for all his/her requirements.
The HDFC Bank plus and the investment advisory services programs have been designed keeping
in mind needs of customers who seeks distinct financial solutions, information and advice on
various investment avenues.

HDFC Bank offers an ample range of commercial and transactional banking services & treasury
products to the wholesale and retail customers. The bank has three key business segments:

4.2 RETAIL BANKING SERVICES:

The purpose of the Retail Bank is to offer its target market customers a Full range of financial
products & banking services, giving the customers a one-stop window for all his/her banks
requirements. The products are backed by world-class service and delivered to the customers
through the growing branch network, as well as through alternative delivery channels like ATMs,
Phone Banking, Net Banking and Mobile Banking.
The 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 chief provider of
Depository Participant (DP) services for retail customers, providing customers the facility to hold
their investments in electronic form.

4.3 WHOLESALE BANKING SERVICES:

The Bank’s target market ranges from big manufacturing companies in the Indian corporate to small
& mid-sized corporate and agri-based businesses. For these customers, the Bank provides a wide
range of commercial & transactional banking services, including working capital finance, trade
services, transactional services, cash management, etc.
The bank is a leading provider of structured solutions, which combine cash management services
with vendor & distributor finance for facilitating better supply chain management for its corporate
customers. Based on its superior product delivery, service levels and strong customer orientation,
the Bank has made major 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 source of cash management and transactional
banking solutions to corporate customers, mutual funds, stock exchange members and banks.

4.4 TREASURY:

Within this, the bank has 3 main product areas - Foreign Exchange & Derivatives, Local Currency
Money Market & Debt Securities, and Equities. With the liberalisation of the financial markets,
corporate need extra sophisticated risk management information, advice and product structures. To
comply with statutory reserve requirements, the bank is required to hold 25% of its deposits in
government securities. The Treasury department is accountable for managing the returns and
market risk on this investment portfolio.
The Bank offers derivative products to its clientele, who use them to hedge their market risks,
within the framework of regulations as may apply from time to time. The Bank also deals in
derivatives on its own account and also for the purpose of its own balance sheet risk management.
The operations of HDFC Securities Ltd. have been confidential under the retail banking segment.

4.5 BUSINESS FOCUS:

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

4.6 PRODUCTS & OFFERINGS

HDFC Bank caters to the banking needs of every individual by offering a host of products and
services. The following products and services are offered by the bank under its Retail Banking
Solution:
  Account & Deposit
 Loans
 Cards
 Demat
 Investments
 Insurance
 Forex
 Premier Banking
 Private Banking

4.6.1 ACCOUNTS & DEPOSITS

Under this head, the HDFC Bank offers a good range of accounts and deposit accounts to meet
everybody’s requirements be it a simple saving account or a salary account, a current account or a
premier account, a fixed deposit account or a recurring deposit account, all types of accounts are
available with the HDFC bank.

4.6.2 HDFC BANK SAVINGS ACCOUNT

Everybody needs a savings account to store away the surplus cash. The bank offers savings
accounts under various types starting from basic accounts to premium accounts with variety of
features. The interest rates on the Savings Account are 4% p.a. which is designed daily on the end
of day balance. The following accounts and their individual interest rates are mentioned underneath:
 Savings Max Account
 Regular Savings Account
 Women Savings Account
 Kids Advantage Account
 Senior Citizens Account
 Family Savings Group Account
 Basic Savings Bank Deposit Account
 Institutional Savings Account
 BSBDA Small Account
4.6.3 HDFC BANK SALARY ACCOUNTS
The bank offers multiple types of salary accounts to suit the needs of all types of corporate. The
salary accounts offer various features to the accountholders like free insurance coverage. They are:
 Premium Salary Account
 Regular Salary Account
 Defence Salary Account
 Salary Family Account
 Classic Salary Account
 Basic Savings Bank Deposit Accounts – Salary

4.6.4 CURRENT ACCOUNTS

Current accounts are required by businessmen and professionals who have regular transactions
through the bank. The account deals mainly in liquid deposits and allows unlimited number of
transactions every day like funds being withdrawn or cheques being written against the account
without worrying about the balance in the account. Professionals, traders, SME businessmen,
agricultural businesses can avail various benefits like fund transfers between all HDFC Accounts,
free local collections through cheque and fund transfers as well as easy inter-city banking.
Moreover, the bank also offers a range of Current Accounts to suit individual preferences like:
 ULTIMA Current Account
 Supreme Current Account
 Apex Current Account
 EZEE Current Account
 Max Current Account
 Agri Current Account
 Plus Current Account
 Current Account for Hospitals and Nursing Homes
 Trade Current Account
 Current Account for professionals
 Premium Current Account
 Merchant Advantage Plus Current Account
 Regular Current Account
 Merchant Advantage Current Account
 Flexi Current Account
 Institutional Current Account
4.6.5 DEPOSITS

Individuals who wish to save money for a longer term with a view to earn a higher rate of interest
seek to invest money in the term deposit accounts which guarantee the higher interest rates. HDFC
Bank also offers various types of deposit accounts promising high interest rates for customers
seeking deposit accounts. Here are the deposit accounts available with the bank:
 Regular Fixed Deposit
 Recurring Deposit
 5 year Tax Saving Fixed Deposit
 Safe Deposit Locker – the bank also provides the facility of Safe Deposit lockers for you to
store your valuable deposits. The lockers are available in various sizes at various locations.
 Rural Accounts – accounts offered by the bank to farmers for their banking needs. there are 2
types of rural accounts available:
 Basic Savings Bank Deposit Accounts – Farmers
 Kisan Club Savings Accounts.

4.6.6 LOANS

HDFC bank is a leader in home loan sector and also offers various other kinds of loans at striking
interest rates for various needs of the individuals. Types of loans are:
 Personal Loan Business Loan
 Home Loan Car Loans
 Two-Wheeler Loans Gold Loan
 Loan against Assets Educational Loan
 Government Sponsored Programs Rural Loans.

4.6.7 CREDIT CARDS

The bank has a wide range of credit cards for customers which promises special offers and
privileges on dining, movies, lounge access of airports, etc. The cards also offer Reward Points on
every spending made by the cardholder which can be redeemed for attractive offers on various
shopping sites. The range of Credit Cards offered by the bank is as follows:

4.6.8 SUPER PREMIUM CARDS

There are 3 variants under the Super Premium Variety which are:
  Infinia
 Regalia Black
 Regalia
 Diner’s Club Black

4.6.9 CO-BRAND CREDIT CARDS

These cards are offered in partnership with Jet Airways and Times Group which offer special
discounts on airline travel through Jet Airways and offers on dining and movie tickets. The range of
co-brand cards includes:

 JetPrivilege HDFC Bank World

 JetPrivilege HDFC Bank Platinum
 Platinum Times Card
 Titanium Times Card

4.6.10 PROFESSIONAL CREDIT CARDS

Credit cards issued specifically to Teachers with best lounge programs and freedom to fill fuels
across any fuel stations respectively.
 Teacher’s Platinum

4.6.11 CASHBACK CARDS

The specialty of these cards is that the card promises cash back on everyday spends in the form of
Reward Points which can be redeemed to get cash back and also zero fuel surcharge. The range of
cash back cards includes:
 Money Back
4.6.12 PREMIUM CARDS
These are the Credit cards that offer premium range of offers and discounts on dining, entertainment
and complimentary access to airport lounges. The premium range of credit cards include the
following types of cards:
 World MasterCard
 Diners Club Premium
 Diners Club Rewardz
 Visa Signature
4.6.13 SOLITAIRE
It is a premium card especially for women customers with exclusive offers and rewards for females.

4.6.14 COMMERCIAL CARDS

A range of credit cards especially designed for business usage offering fuel surcharge waiver,
lounge access to airports, travel and entertainment benefits and also air tickets discounts. The range
of business cards includes:
 Business Platinum
 Business Gold Credit Card
 Corporate Platinum
 Corporate World MasterCard
 Corporate VISA Signature
 Corporate Card
 Purchase Card
 Distributor Card

4.6.15 DEBIT CARDS

HDFC Bank offers Debit cards with every Savings Account to customers and they require a PIN
every time they are used, they provide great discounts and cash back on fuel, shopping, dining,
entertainment, etc. and are used across almost all outlets for payment. The ranges of debit cards
issued by the bank are:
 EasyShop Platinum Debit Card
 JetPrivilege HDFC Bank World Debit Card
 EasyShop Titanium Royale Debit Card
 EasyShop Titanium Debit Card
 EasyShop Debit Card
 EasyShop Business Debit Card
 EasyShop Women’s Advantage Debit Card
 EasyShop NRO Debit Card
 EasyShop Imperia Platinum Chip Debit Card
 EasyShop Gold Debit Card
 RuPay Premium Debit Card
4.6.16 DEMAT ACCOUNT
HDFC Bank issues Demat A/c for investors like traders, long term investors as well as beginners
for a flexible and customized solution. The Demat A/c offered by the bank is safe and dependable
for buying and storing a customer’s equity investments, mutual funds, IPOs, ETF Exchange Traded
Funds like Gold and Index, bonds and NCDs. The account can also be opened online and the types
of demat accounts offered are as follows:
 Demat Account
 2 in 1 Account
 3 in 1 account

4.6.17 INVESTMENTS

HDFC bank deals in various types of investment avenues to complete the financial portfolio of the
customers like Mutual Funds, Life Insurance and General Insurance Products. The investment
products are further subdivided into the following categories:
 Mutual Funds
 Equities & Derivatives through HDFC Securities Trading Account
 IPO Application through ASBA (Application Supported by Blocked Amount)
 Investment in Gold through Mudra Pure Gold Bars
 Investment in Silver through Mudra Silver Bars
 8% Savings Bond which are risk-free and can be bought with a minimum investment of
Rs.1000.
 Sec 54 EC – Capital Gains Bond with a maximum investment of 50 Lacs and tax exemption
on capital gains
 Inflation Indexed National Savings Securities – Cumulative with a minimum investment of
Rs.5000 and a maximum of Rs.5 lacs.

4.6.18 INSURANCE
HDFC Bank offers both life and non-life products to its clients. The life insurance products are
issued in association with HDFC Life Insurance Company Ltd. and the non-life insurance products
are issued in association with HDFC Ergo. The following are the heads of insurance and their
respective plans:
 Life Insurance
 Health Insurance
  General Insurance

4.6.19 FOREX
Now foreign exchange transactions have become much easier with HDFC Bank’s Forex Services.
The bank offers foreign exchange services from currency notes to Traveller’s Cheques and foreign
travel cards to remittances. So, whether the customer is a student who is travelling abroad for higher
studies or already studying abroad or remitting money for business purposes, HDFC Bank has the
answer to all foreign exchange related services.

4.7 PREMIUM BANKING

Under this HDFC Bank provides a customized banking experience for High Net Worth customers
where the bank provides a dedicated Relationship Manager for delivering customized banking and
investment solutions. The premium banking concept has three programs which are as follows:
 Imperia – An Imperia Clients Relationship Manager is assigned to each customer who offers
personalized solutions for all of the customer’s financial needs like financial products advice,
advice on loans and other banking products. The client gets exclusive Imperia Phone Banking
Service, relationship pricing, HDFC bank Premium Credit Card, HDFC Bank Imperia Platinum
Chip Debit Card, Imperia magazine and digital convenience with NetBanking, Mobile Banking,
Smart Buy, etc.

Eligibility: A customer should have a minimum Average Monthly Balance of Rs. 10 Lac in the
Savings account
OR
A minimum Average Quarterly Balance of Rs. 15 Lac in a Current Account
OR
A minimum Average Monthly Balance of Rs. 30 Lac in a combination of Savings Accounts and
Fixed Deposit.

 Preferred – a dedicated Relationship Manager taking care of your family’s banking needs,
comprehensive business banking solutions like business loans, working capital overdraft,
commercial vehicle loans, Forex services, etc. The Preferred feature also offers relationship based
pricing on variety of products like loans, Demat accounts, Forex services, etc., premium Credit
Cards from HDFC Bank, Preferred Easy Shop Platinum Debit Card, customized investment
solutions across equities, derivatives, debts and mutual funds and also banking convenience through
HDFC branch and ATM network, Phone Banking, Mobile Banking or NetBanking.
 Eligibility: A customer should have a minimum Average Monthly Balance of Rs. 2 Lac in the
Savings account
OR
A minimum Average Quarterly Balance of Rs. 5 Lac in a Current Account
OR
A minimum Average Monthly Balance of Rs. 15 Lac in a combination of Savings Accounts,
Current Account and Fixed Deposit

 Classic – a dedicated personal banker for you and your family, relationship based pricing on a
number of products like loans, preferential forex rates, Demat/HSL transactions cost and Locker,
HDFC Bank Credit Cards, EasyShop Platinum Debit Card, combined monthly statement and e-
newsletter.

Eligibility: A customer should have a minimum Average Monthly Balance of Rs.1 Lac in the
Savings Account
OR
A minimum Average Monthly Balance of Rs.5 Lac in a combination of Savings Accounts and
Fixed Deposit.
4.8 PRIVATE BANKING

HDFC Bank’s team of expert Financial Advisors and Relationship Managers are engaged in giving
a premier banking experience to a select group of individuals who qualify for private banking
provided by the bank. Customers are offered a wide range of banking services and investment
options like direct equity, mutual funds, fixed income products, insurance, private equity, structured
products and real estate.

Fund transfer – HDFC Bank allows various categories of Fund Transfer options for safe and secure
fund transfers which make banking easy. The fund transfer options are:
 E-Monies National Electronic Funds Transfer which is easy, fast and convenient and supports
fund transfers from any bank branch to any other bank branch anywhere in India.
 RTGS Fund Transfer – Real Time Gross Settlement is the fastest form of inter-bank fund transfer
in real time which is speedier, faster and has no geographical limits.
 Visa CardPay - a facility used to pay multiple Visa Credit Card bills issued by any bank form the
comfort of one’s home and the payment is safe and charges at a negligible fee.
 IMPS – Immediate Payment Service from HDFC Bank is an instant real time inter-bank electronic
fund transfer service which can be done even on Sundays or Bank holidays or late at night.
 Online Banking – with an increasing trend of internet usage, everything has been digitalized and
the bank is not behind in this race. The bank offers the facility of Online banking to its customers
which is safe and reduces unnecessary hassles of visiting the branch to carry out any transaction.
Online banking service offered by HDFC Bank includes:
 NetBanking – NetBanking offers a wide range of banking transactions from the comfort of the
customer’s home. One can check the bank account balance, book a Fixed or Recurring Deposit,
recharge the mobile or DTH Connection, paying off utility bills, paying taxes, applying for IPO,
invest in Mutual Funds online to name a few. The process is very fast, reliable, safe and completely
secured without having to worry about any fraud, theft or leakage of information.
 Credit Card NetBanking- through this facility the customer can view the credit card activities
online, pay the credit card bills, view Credit Card Statements online, know the unbilled transactions
and get the complete account information.
 Email statements – a savings or a current accountholders are eligible to get their account
statements on their email id. The Savings accountholders get a monthly statement and the Current
Accountholders get daily, weekly or monthly statements. The statements are free of cost and display
all the relevant transactions of the relevant period.
 Loan accounts online – this feature enables the bank to provide post loan services to the
customers. Loan customers of the bank can log in and view their loan summary, transaction history
and loan account details with just a touch of a button.
 Mobile Banking – by simply downloading the bank’s app on smart phone, customer can avail of
over 75 transactions. The application is secured, fast, convenient & reliable.
 Insta Alerts – SMS & Email – your account transactions also generate a SMS or email alert where
any debit transaction, credit transaction and maintenance of account balance is alerted to the
customer if registered.
 Phone Banking – the customer can also call the bank and effect transactions over the phone.
Transactions like reporting loss of ATM, credit, forex or prepaid cards, checking account balance
and cheque status, ordering cheque books, stopping cheque payment, credit card related queries can
all be solved by a call to the bank’s phone banking division.

5. DIGITAL BANKING A PART OF RETAIL BANKING TO THE CONSUMERS:

On 9th October HDFC Bank launched nationwide campaign to go Digital. HDFC Bank launched a
nationwide campaign to position itself as a premier digital bank. “Integrated nationwide brand
campaign ‘HAR ZAROORAT POORI HO CHUTKI ME, BANK AAPKI MUTTHI MEI…’ the
campaign will reinforce bank’s position as India’s premier Digital Bank. The three month long
campaign delves into HDFC Bank’s products and offerings. The offerings include Instant
Accounts, 1 click payments, 1 click shopping, 10 seconds loan, Quick Investments- all of which
are digitally accessible. Customers can use mobile phones and the internet in order to save time,
paperwork and needless hassles such as visiting branches.
“The theme of the campaign is that digital banking is enabling customer convenience as never
before”

“All the processes have been digitised. This is in keeping with #GO DIGITAL-Bank aapki muthhi
mein campaign. Banks that do not use the latest technology to ease the way customers can access its
products and services will soon be obsolete” said Mr Aditya Puri, Managing Director, HDFC Bank
Limited.

In 2015 HDFC Bank launched PayZapp, a payment solution using mobile devices. The concept of
digital is now embedded into DNA of HDFC Bank. This is the largest ever brand campaign
undertaken by the bank and emphasises the philosophy of transforming into a digital bank. As part
of its digital focus, HDFC Bank took a slew of initiatives, including a mobile application allowing
customers to meet their shopping and payment requirements, personal loan in 10 seconds and auto
loans within 30 minutes using biometric authentication. In 2014-15, 63% of all transactions at
HDFC Bank were conducted through digital transactions. DIGITAL BANKING is a new concept in
the area of electronic banking which aims to enrich and enhance internet and mobile banking
experience by using digital technologies like data analytics.

5.1 DIGITAL BANKING MODEL

 The customer is the center of the banking experience.

 Customers choose how they interact with the bank. Some may never enter a branch.
 Customer definition is not confined to branch footprint.
 Digital Delivery is the centrepiece of product and service offerings.
 Product and service offerings are tailored to the customer’s delivery preference.

5.2 DIGITAL BANKING PRODUCTS OF HDFC

  PayZapp
 Netbanking
 Missed call recharge
 Smart buy
 Phone banking
 SMS banking
 Chillr
 Bill pay

6. DISTRIBUTION NETWORK OF HDFC BANK LIMITED:

HDFC Bank is headquartered in Mumbai. The Bank at present has an enviable network of over
4,715 branches spread over 2,657 cities across India. All branches are linked on an online real-time
basis. The Bank's expansion plans take into account the need to have a presence in all major
industrial and commercial centres where its corporate customers are located as well as the need to
build a strong retail customer base for both deposits and loan products. Being a clearing/settlement
bank to various leading stock exchanges, the Bank has branches in the centres where the NSE/BSE
has a strong and active member base. The Bank also has a network of about over 12,260 networked
ATMs across these cities. Moreover, HDFC Bank's ATM network can be accessed by all domestic
and international Visa/MasterCard, Visa Electron/Maestro, Plus/Cirrus and American Express
Credit/Charge cardholders.
 7. CORPORATE SALARY ACCOUNTS IN HDFC BANK

HDFC Bank has a multiple product ranges to cater different needs of the Corporate Salary Account
(CSA) clients of the bank. For this the bank has segmented different categories for its customers.
These different categories are:

 Premium Salary Accounts

 Regular Service Accounts
 Defence Salary Accounts
 Classic Salary Accounts
 Basic Savings Bank Deposit Account- Salary.
 Salary Family Account
 Reimbursement Account

The above mentioned Corporate Salary Account’s product range is explained in detail below, they
are:

7.1 PREMIUM SALARY ACCOUNTS

Features:
 Zero Balance Accounts
 Free Times Point Debit Card with domestic shopping limit Rs 2.75 Lacs through POS
and online purchases and at the ATM the withdrawal limit is Rs 1 Lacs.
 Free Personal Accidental Death (PAD) cover of Rs 5 Lacs and free Air Accidental
Death cover of Rs 25 Lacs on your account.
 Free Personal Accidental Death cover upto 10 Lacs on Times Point Debit Card.
 International Air coverage of Rs 1 Crore on purchase of air ticket using the Debit Card.
 Fire & Burglary Protection of Rs 2 Lacs on fraudulent purchase through your debit card
(upto 6 months from the date of fraudulence act).
 Preferential pricing on Loans.

7.2 REGULAR SALARY ACCOUNT

Features:

 Zero Balance Accounts.

  Free RuPay Premium Debit Card with domestic shopping limit of Rs 1.25 Lacs through
POS and online purchases and at the ATM, the withdrawal limit is Rs 25000.
 Free Personal Accidental Death cover of Rs 1 Lacs and free Air Accidental Death cover
of Rs 5 Lacs.
 Personal Accidental Death cover by Air/ Road/ Rail of Rs 5 Lacs on purchase made
through Debit Card.
 Free International Air Coverage of Rs 25 Lacs on purchase of tickets using RuPay
Premium Debit Card.
 Zero Liability towards any fraudulence transactions in the debit Card which takes place
at most 30 days prior to reporting the card loss.
(This is only applicable for transactions made through POS upto a maximum limit of 4
Lacs)
 Preferential pricing on Loans.

7.3 DEFENCE SALARY ACCCOUNTS

This is a very special Salary Account designed especially for the Defence personnel of our country.
It helps the clients to bank from anytime, anywhere with our accessibility options, along with
additional benefits on defence salary accounts, such as easy bill payment options and instant
transaction alerts.

Features:

 Zero Balance Accounts.

 Times Point Debit Card with domestic limit of 2.75 Lacs through POS and online
purchases and at the ATM the withdrawal limit is 1 Lac.
 Titanium Debit Card for the personal who is below the rank of Officer, where the
domestic limit on the purchases done through POS and online purchases is 1.75 Lacs
and at the ATM the limit is Rs 50000.
 Free Personal Accidental Death cover of Rs 5 Lacs.
 Free Air Accidental Death coverage of 25 Lacs.
 Preferential pricing on Loans.

7.4 CLASSIC SALARY ACCOUNTS

Features:

 Zero Balance Accounts

  Free International Rewards Debit Card with domestic shopping limit of Rs 2.75 Lacs
through POS and online purchase and ATM cash withdrawal limit of Rs 50000.
 Personal Accidental Death cover of Air/ Road/ Rail of Rs 5 Lacs.
 Additional International Air coverage of Rs 25 Lacs on tickets bought through Debit
Card.
 Preferential pricing on Loans.

7.5 BASIC SAVINGS BANK DEPOSIT ACCOUNT- SALARY

Features:

 Safe Deposit Lockers and Super Saver Facilities

 Free RuPay debit Card.
 4 Free withdrawals per month including ATM/RTGS/NEFT/Clearing/Branch cash
withdrawals/Transfers/Internet debits/Standing instructions on EMI, etc.

(If the monthly withdrawal exceeds the maximum mentioned number i.e. 4 then this type of account
will be converted to a Regular Savings Bank Account.)

7.6 SALARY FAMILY ACCOUNT

This is a special type of account in which selected corporates who hold a salary account in HDFC
Bank are given this opportunity to open zero balance salary accounts in the name of their family
members including spouse, parents, sisters, brothers and children, upto a maximum limit of 5 family
members.

Features:

 Free Times Point Debit Card with domestic shopping limit of Rs 2.75 Lacs through
POS and online purchase and with ATM withdrawal limit of Rs 1 Lacs.
 Personal Accidental Death coverage of Rs 1 Lacs.
 Air accidental death coverage of Rs 5 Lacs.
 Personal Accidental Death cover of Rs 10 Lacs on the Debit Card.
 Fire and Burglary protection of Rs 2 Lacs for the items purchased using debit card in
the previous 6 months.
 Zero Liability towards any fraudulence transactions in the debit Card which takes
place at most 30 days prior to reporting the card loss.
(This is only applicable for transactions made through POS upto a maximum limit of 4
Lacs)
  Preferential pricing on Loans.

7.7 RE-IMBURSEMENT ACCOUNTS

The re-imbursement accounts are the accounts in which the re-imbursement amounts of various
expenses done by the account holder on behalf of his/her company is received. This helps in
keeping track of all the re-imbursements made by the corporate houses.

This can be linked with the Salary Accounts of the account holder and he can operate both the
accounts using a single debit card.

Features:

 Zero Balance Accounts

 May choose to have separate debit card for both the Salary and the Re-imbursement
account.

Note: For all these account openings the Eligibility criteria is the same i.e. The Corporate Houses
should have a relationship with HDFC Bank and the account holder must not hold any other
account at HDFC Bank.

8. DOCUMENTATIONS NEEDED TO OPEN A SALARY ACCOUNT WITH HDFC

BANK:

The employees who want to have a Salary Account with HDFC Bank will have to submit and show
the following documents depending upon the type of accounts opening process, which is:

a. Normal Account opening.

b. Smart Account opening.

8.1 For Normal Account Opening:

 Filled Account Opening Form.

 Employment proof. (HR letter of the company in which they work, declaring the company
code.)
 1 coloured photograph.
 Self attested photocopy and the original Address Proof. (Aadhaar Card/Passport etc.)
  Self attested photocopy and the original Identity Proof (PAN Card/Voter’s ID Card/ Driving
License)

8.2 For Smart Account Holders:

 Original Address Proof

 Original Identity Proof

(NOTE: As mentioned above, the employment company should have a central level tie up with
HDFC Bank in which the employment company has to sign a MOU with HDFC Bank.)

9. ADDITIONAL FEATURES OF CORPORATE SALARY ACCOUNTS

9.1 CONVERSION INTO A REGULAR SAVINGS BANK ACCOUNT

If the Salary Account of any particular customer is not credited with his/her Salary for a period
more than 3 months then that account automatically gets converted into a Regular Savings Bank
Account.

9.2 CONVERSION OF A CONVERTED SALARY ACCOUNT BACK INTO SALARY ACCOUNT

For converting a already converted Salary Account from a Regular Savings Bank account to a
Salary Account a request letter along with a current Employment Letter needs to be submitted
into the respective branch.

10. NEW RELATIONSHIP ESTABLISHMENTS:

During the term of my internship at HDFC Bank, the bank signed 4 new MOUs with different
government bodies, building Salary Account relationships with them. The organisations in which
the new relationship was established by HDFC Bank are:

1. INDIAN COAST GUARD

2. INDIAN ARMY
3. IGNOU
4. CRPF
The list here shows HDFC Bank’s proud associations with the best of the best government
institutions and bodies. It makes the HDFC Bank break through the legacy of only assigning
Nationalised Bank as Salary Account partners of the government institutions and create history.

The product offerings which were made to these institutions were:

10.1 INDIAN COAST GUARD

 Free Personal Accidental Death cover of Rs 30 Lacs.

 Free Permanent Total Disablement cover of Rs 30 Lacs.
 Free Partial Disablement Cover of Rs 5 Lacs.
 Free International Air Accident Death cover of Rs 1 Crore.
 Free educational benefits of upto Rs 1 Lacs/year for 4 years to dependent child for higher
education (Above class XII) in case of Accidental Death of Defence personnel.
 Post retirement Benefits- Continue Same Salary Account to receive the pension credits.

10.2 INDIAN ARMY

 Free Personal Accidental Death Cover of Rs 30 Lacs.

 Free Permanent Total Disablement cover of Rs 30 Lacs.
 Free Partial Disablement Cover of Rs 5 Lacs.
 Free International Air Accident Death cover of Rs 1 Crore.
 Free educational benefits of upto Rs 1 Lacs/year for 4 years to dependent child for higher
education (Above class XII) in case of Accidental Death of Defence personnel.
 Post retirement Benefits- Continue Same Salary Account to receive the pension credits.

10.3 INDIRA GANDHI NATIONAL OPEN UNIVERSITY (IGNOU)

 Lifetime free Zero Balance Salary Accounts.

 Free Personal Accidental Death Cover of Rs 15 Lacs.
 Free International Air Accident Death cover of Rs 1 Crore.
 Consumer Durables Loans on selected products/models/locations with no extra EMI cost.
 Overdraft limits against Salary upto 3 times the monthly salary with a max limit of Rs 1
lacs.
 Credit Cards for employees having a minimum Salary of Rs 15000/month.

10.4 CENTRAL RESERVE POLICE FORCE (CRPF)

 Free Personal Accidental Death Cover of Rs 30 Lacs.

  Free Permanent Total Disablement cover of Rs 30 Lacs.
 Free Partial Disablement Cover of Rs 5 Lacs.
 Free International Air Accident Death cover of Rs 1 Crore.
 Free educational benefits of upto Rs 1 Lacs/year for 4 years to dependent child for higher
education (Above class XII) in case of Accidental Death of Defence personnel.
 Post retirement Benefits- Continue Same Salary Account to receive the pension credits

11. EXPERIENCE AND ACHIEVEMENTS DURING INTERNSHIP:

The experience that I had while working for HDFC Bank is phenomenal and was full of knowledge.
While working for the bank for two months the followings were my Achievements:

11.1 Related to Corporate Salary Accounts (CSA):

 Opening more than 40 salary accounts.
 Managing the queries of CSA clients.
 Opening 1 Re-imbursement account.
 Opening Salary Accounts by visiting corporate houses like Indira IVF, Ranchi centre and
GKB Lens Ranchi Centre for opening Smart Accounts for the Salary Account holders.
 Visiting IGNOU Regional Centre Ranchi for Salary Account opening proposal.

11.2 Related to other Banking operations:

 Made approximately 400+ customer calls for sales and services.
 Opened 2 Regular Savings Accounts.
 Sold 1 Corporate Credit Card to one of the customers.
 Generated leads for Credit Cards and Personal Loans.
 12. METHODOLOGY

Getting its customers satisfied is one of the most important functions in today’s competitive world.
The study will provide an analysis of Customer Satisfaction factors particularly for the customers of
HDFC bank’s Corporate Salary Accounts.

In this research the data is gathered through primary sources. As the population defined for this
study was limited to the clients of CSAs of HDFC hence in this case simple random sampling
technique is used for the research study, to explore the factors which have a primary importance for
making the customers satisfied. This survey is done through questionnaire methods in which a
sample of 20 clients who are the Salary Account holders of HDFC Bank were interviewed for
recording their responses to understand their satisfaction level.

For doing this study a 5 point Likert scale was used as a tool for data collection. The five
dimensions of service quality was measure through the questionnaire asking about the following 5
main questions:
a. Tangibles: Physical Appearance & neatness at branch.
b. Reliability: Promise delivery.
c. Responsiveness: Response shown to help customers.
d. Assurance: Valuable advises given.
e. Empathy: Behaviour.
 13. DATA ANALYSIS

13.1 DEMOGRAPHICS

13.1.1 GENDER

GENDER

30%

MALE
Female

70%

Figure 1

In this sample survey 70% of the respondents are Male and the rest 30% is female.

GENDER NUMBERS PERCENTAGE

MALE 14 70%
FEMALE 6 30%
TOTAL 20 100%

13.1.2 EDUCATIONAL QUALIFICATIONS

 Educational Qualification
0% 0%

Matriculation
40% Intermediate
Graduation

60% Post Graduation

Specialization degree

Figure 2

Interpretation: From the figure it is evident that most of the respondents have at least a Graduation
degree hence are qualified enough to understand the significance of the survey.

QUALIFICATION NUMBER PERCENTAGE

MATRICULATION - -
INTERMEDIATE - -
GRADUATION 8 40%
POST 12 60%
GRADUATION
SPECIALISATION - -
DEGREE
TOTAL 20 100%

13.1.3 ANNUAL INCOME

FREQUENCY PERCENTAGE
Less than 1 Lac 0 0
1 – Less than 3 lacs 9 45%
4 – Less than 5 lacs 2 10%
 5- 10 Lacs 2 10%
10 Lacs and above 7 35%
TOTAL 20 100%

Number of respondents
0%

35%
45% Less than 1 Lac
1 – Less than 3 lacs
4 – Less than 5 lacs
10% 5- 10 Lacs
10% 10 Lacs and above

Figure 3
Interpretation: There is a mix of different salaried class people in the survey, this ensures that
every class of the salaried people have been approached to get a non-bias outcome and mix for the
feedback survey.

13.1.4 HAVE/HAD A SALARY ACCOUNT IN OTHER BANKS

Number of Respondents

40%

60% Yes
No
Interpretation: The data clearly shows that many of the respondents have already experience the
Salary Account benefits and services of other banks. Hence, would give a comparative feedback.

13.1.5 PRODUCTS AVAILED IN HDFC BANK

PRODUCTS FREQUENCY PERCENTAGE

Loans (Personal, Car, Auto and 9 45%
Home)
Credit Card 18 90%
Safe Deposit Locker 0 0
Fixed Deposit/ Recurring Deposit 8 40%
Demat/Trading Account 2 10%
Third Party Products (Insurance, 4 20%
Mutual Funds, SIP etc)
Others 6 30%

Interpretation: We see that a high number of the sample population i.e. almost 90% of the
population has been offered Credit Cards and the next highest number of the product which is
availed is Loans which is about 45% of the population. And the next in line is FD/RD which is
about 40% of the population. TPP has been availed by 20% of the sample population and 30% of
the population has availed other products like overdraft, CC etc.
After going through these figures we can see that there is much that has to be in selling Demat
Accounts, Loans and selling of the Third party products. They are still much to be done in order to
extend the reach of these products.

13.2 TANGIBILITY DIMENSION OF SERVICE QUALITY

13.2.1 Neatness, cleanliness experienced at the branches

WEIGHTS FREQUENCY NUMBERS PERCENTAGE

UNSATISFACTORY 0 0
SATISFACTORY 0 0
GOOD 0 0
 VERY GOOD 6 30%
EXCELLENT 14 70%
TOTAL 20 100%

0% 0% 0%

30% Unsatisfactory
Satisfactory
Good
Very Good
70% Excellent

Figure 4

Interpretation: The statics depict a clear picture of the customer experience where 70% of the
respondents are highly satisfied with the environment and appearance of the bank and its employees
whereas 30% of the sample thinks it as very good.

13.2.2 Advanced methods and equipments

SCALE FREQUENCY NUMBER PERCENTAGE

Strongly Disagree 0 0
Disagree 0 0
Uncertain 0 0
Agree 7 35%
Strongly 13 65%
Total 100 100
 0% 0%
0%

Strongly Disagree
35%
Disagree
Uncertain
Agree
65%
Strongly Agree

Figure 5
Interpretation: In this question measuring the tangible dimension of the service quality we see that
65% of the respondents Strongly Agree with the fact that the bank uses modern methods,
techniques and equipments in its operations whereas 35% of the respondents agree with the fact.
The survey shows none of the respondents to deny this fact.

13.3. RELAIABILITY DIMENSION OF SERVICE QUALITY

13.3.1 Efficient and timely delivery of services

SCALES FREQUENCY PERCENTAGE

UNSATISFACTORY 0 0
SATISFACTORY 0 0
GOOD 0 0
VERY GOOD 8 40%
EXCELLENT 12 60%
TOTAL 20 100%
 0%
0% 0%

Unsatisfactory
40%
Satisfactory
Good
Very Good
60%
Excellent

Figure 6

Interpretation: There is a very positive feedback from the customers about the efficiency and
timely delivery of services from the HDFC Bank. Where 60% of the sample rated it as Excellent
40% of the respondents thought it is very good. There was none who gave it a rating below 4 out of
5 in the Linkert scale.

13.4 RESPONSIVENESS DIMENSION OF SERVICE QUALITY

13.4.1 Responsiveness shown at Branches

SCALES FREQUENCY PERCENTAGE

UNSATISFACTORY 0 0
SATISFACTORY 0 0
GOOD 4 20%
VERY GOOD 13 65%
EXCELLENT 3 15%
TOTAL 20 100%
 EXCELLENT 3

VERY GOOD 13

GOOD 4

SATISFACTORY 0

UNSATISFACTORY 0

0 2 4 6 8 10 12 14

Number of Respondents

Figure 7

Interpretation: From the data collected we see that about 65% of the sample population has given
it a 4 point rating in the Linkert Scale which makes it a responsive and an active bank in terms of
service quality delivery, also about 20% of the sample population has rated it the highest i.e. 5
points which makes 85% of the total sample population like the responsiveness factor of the bank.
It can also be seen that only 15% of the population has given it a 3 point rating which is also not
bad. Hence, an interpretation can be made that it is a responsive bank in the eyes of the clients.

13.5 ASSURANCE DIMENSION OF SERVICE QUALITY

13.5.1 Solutions and advices given

Number of respondents
EXCELLENT

VERY GOOD

GOOD

SATISFACTORY

UNSATISFACTORY

0 2 4 6 8 10 12 14 16
UNSATISFACT
SATISFACTORY GOOD VERY GOOD EXCELLENT
ORY
Number of respondents 0 0 4 14 2

Figure 8
Interpretation: We see that 70% of the population has rated it 4 point scale i.e. Very Good which
is a very high rating given by most of the population. Also, 10% of the population has rated it 5 i.e.
excellent ratings which makes about 80% of the population like the Solutions and Advises given by
the bank to be useful and relevant. Hence the assurance quality of the bank has met with good
ratings.

13.6 EMPATHY DIMENSION OF SERVICE QUALITY

13.6.1 Behaviour of the Bank Employees

EXCELLENT

VERY GOOD

GOOD

SATISFACTORY

UNSATISFACTORY

0 2 4 6 8 10 12 14 16
UNSATISFACTORY SATISFACTORY GOOD VERY GOOD EXCELLENT
Column2 0 0 5 15 0

Figure 9

Interpretation: About 75% of the sample population has rated the behaviour of the employees to
be very good with a rating of 4 point in the Linkert scale. Also 25% of the population has given it a
rating of 3 which is an average rating but not a bad one hence HDFC Bank has passed the Empathy
Dimension of Service Quality with high ratings.

OVERALL SATISFACTION RECIEVED FROM THE SERVICES

 Number Of Respondents
EXCELLENT
VERY GOOD
GOOD
SATISFACTORY
UNSATISFACTORY

0 2 4 6 8 10 12

UNSATISFACT
SATISFACTORY GOOD VERY GOOD EXCELLENT
ORY
Number Of Respondents 0 0 4 12 4

Figure 10

Interpretation: We see that 60% of the sample population of the CSA clients have given it a 4
point rating in the linkert scale, also about 20% of the population has rated it the highest i.e 5 points
in the linkert scale, which clearly portrays that 80% of the population is highly satisfied with their
experience with the bank. Also about 20% of the population has given it a 3 point rating.
 14. CONCLUSION & SUGGESTIONS

Through this study we have understood the followings:

 The Corporate Salary Accounts are very helpful in cross selling the products like Credit
Cards, Mutual Funds, Loans etc. as there are ready customers who need very little push to
make the purchase.
 There is much that has to be done to penetrate the market in selling products like Loans,
because just 45% of the sample population has bought it.
 Also the selling of HSL (Demat Account) is not pushed much as only a mere 10% of the
sample population has the accounts. Same is the case with Lockers which is accessed by
none of the sample population.
 In case of the Third Party Product too, the CSA clients have to be addressed and make them
aware of the need to buy Insurance and other Investments like MF and SIPs.
 In terms of the satisfaction level from service quality point of view, the CSA clients are
satisfied in every aspect of the Service Quality Dimension whether it be Intangibility,
Responsiveness, Assurance and Reliability.
 The Branches needs to understand the importance of these Salary Accounts and an
aggressive sales and marketing needs to be done.
 Also in terms of services there is no as such discrepancy that was found after the research
but still the bank needs to continuously ponder in developing the best methods and means in
achieving the best ratings from the customers of the CSA just like they do for the good
Savings Bank Account customers.
 A balance of both i.e Sales and Service calls should be made by a dedicated team of callers
and all the requests and leads needs to be addressed to the nearest to resolve and settle
issues and requests.
 15. REFERENCES

 C. R. Kothari, Research Methodology: Methods & Techniques, New Age, Revised 2nd
edition, Pg 8.
 C. R. Kothari, ―Research Methodology : Methods & Techniques‖, New Age, Revised 2nd
edition, Pg 2 – 3
 TUV South Asia, ―Report on ‘Quality of Service & Customer Satisfaction Survey’,
Quarter Report July 2006 to September 2006, Submitted for Telecom Regulatory Authority
of India, Retrieved on 2/2/2008 from www.trai.com
 Naresh Malhotra Research Methodology Tools and Techniques.
 HDFC Bank’s website, CORPORATE SALARY product ranges and benefits,
www.hdfcbank.com