CHAPTER - 1

INTRODUCTION

[1]
India has emerged the third most attractive market destination for
apparel retailers, according to a new study by global management
consulting firm AT Kearney.

India comes after Brazil and China in the AT Kearney Retail

Apparel Index, which looks at ten drivers, including apparel
consumption and clothing imports/exports, to rank the top 30
emerging markets for retail apparel investments.

"In India, apparel is the second largest retail category, representing

10 percent of the $37 billion retail market. It is expected to grow
12-15 percent per year," said Hemant Kalbag, principal of
Consumer Industries & Retail Practice, AT Kearney India.

"The top seven apparel companies account for less than 10

percent of the total apparel retail market in India and Indian
consumers tend to be more loyal to a specific retailer than to an
apparel brand. The result is a thriving private label apparel
market," the study said.

"Like many developed countries, apparel retail in India is driven by

sales promotion," it added.

"The Retail Apparel Index was published for the first time this year as a companion to
A.T. Kearney's Global Retail Development Index (GRDI), a study of retail investment
attractiveness among 30 emerging markets conducted annually since 2001," said
Saurine M. Doshi, a partner of A.T. Kearney India.

"The analysis evaluates more than 20 apparel markets to identify the top 10 countries
in terms of market size, growth prospects and consumer affluence" Doshi added.

Turkey, Chile, Romania, Argentina, Thailand, Russia and the United Arab Emirates
are the other countries in the top-10 list.

[2]
[3]
1.2 Objective of the study

The main objective of this project is to get the details of apparel

industries from its root. And to study the nature of perception label and

attitude of the customers, to evaluate the details of the apparel retailing

and its attributes in order to gather knowledge of the whole industry.

Other objectives:-

• To know the banking brand prefer by the CUSTOMERS.

• To know the reason Why people prefers a particular brand.

• To understand how to increase the return of the company.

• To give the personnel satisfaction to the customers and also get

the references from them .

• To identify the implicit factors affecting this service sector .

[4]
 • To evoke suggestion for better market standards .

INDUSTRY PROFILE

The textile industry will touch a volume of $115 billion by 2012 growing at the rate

of 16 per cent annually.

While inaugurating the Woollen Expo at Godhra in Gujarat on 21st Oct 2008, Union
Minister of Textiles Shankersinh Vaghela said that investment in the textiles sector
between 2004 and 2008 was Rs 1,04,506 crore and is expected to touch Rs 1,50,600
crore by 2012. This enhanced investment will generate 17.37 million jobs by 2012, an
official statement said.

The Minister said cotton was the mainstay of the country's textile industry. Its
production has reached a level of 31.15 million bales in the cotton season 2007-08
and the yield has reached over 550 kg per hectare.

India is the second largest producer, exporter and consumer of cotton. The
competitiveness of our cotton is also reflected in the share of cotton in fibre
consumption, which is 60 per cent of total fibre consumption. The share of cotton in
the textiles and clothing exports is more than 75 per cent, he added.

The Minister said that Indian textiles and clothing exports were USD 21.46 billion in
2007-08, registering a growth of 12.10 per cent in dollar terms. It is expected that in
2008-09 the textiles and clothing exports will be 20 per cent more than what were
achieved in 2007-08. The textiles and clothing exports have diversified into new
markets like GCC, Africa, Latin America, Russia and Oceania.

Vaghela said 40 parks are being set up under the Scheme for Integrated Textile Parks
(SITP) which will attract an investment of Rs. 21,502 crore, create employment both
direct and indirect for 9.08 lakh workers and produce goods worth Rs 38,115 crore
annually. Seven parks are being set up in Gujarat at Surat (5), Kutch (1) and Kheda
(1).

(a) Growth and present status of the banking industry

[5]
By the 1960s, the Indian banking industry has become an important tool to

facilitate the development of the Indian economy. At the same time, it has

emerged as a large employer, and a debate has ensued about the possibility

to nationalize the banking industry. Indira Gandhi, the-then Prime Minister of

India expressed the intention of the GOI in the annual conference of the All

India Congress Meeting in a paper entitled "Stray thoughts on Bank

Nationalisation." The paper was received with positive enthusiasm.

Thereafter, her move was swift and sudden, and the GOI issued an ordinance

and nationalised the 14 largest commercial banks with effect from the

midnight of July 19, 1969. Jayaprakash Narayan, a national leader of India,

described the step as a "masterstroke of political sagacity." Within two weeks

of the issue of the ordinance, the Parliament passed the Banking Companies

(Acquition and Transfer of Undertaking) Bill, and it received the presidential

approval on 9th August, 1969.

A second dose of nationalisation of 6 more commercial banks followed in

1980. The stated reason for the nationalisation was to give the government

more control of credit delivery. With the second dose of nationalisation, the

GOI controlled around 91% of the banking business of India.

After this, until the 1990s, the nationalised banks grew at a pace of around

4%, closer to the average growth rate of the Indian economy.

In the early 1990s the then Narsimha Rao government embarked on a policy

of liberalisation and gave licences to a small number of private banks, which

came to be known as New Generation tech-savvy banks, which included

banks such as Global Trust Bank (the first of such new generation banks to

[6]
be set up)which later amalgamated with Oriental Bank of Commerce,UTI

Bank(now re-named as Axis Bank), ICICI Bank and HDFC Bank. This move,

along with the rapid growth in the economy of India, kickstarted the banking

sector in India, which has seen rapid growth with strong contribution from all

the three sectors of banks, namely, government banks, private banks and

foreign banks.

The next stage for the Indian banking has been setup with the proposed

relaxation in the norms for Foreign Direct Investment, where all Foreign

Investors in banks may be given voting rights which could exceed the present

cap of 10%,at present it has gone up to 49% with some restrictions.

The new policy shook the Banking sector in India completely. Bankers, till this

time, were used to the 4-6-4 method (Borrow at 4%;Lend at 6%;Go home at

4) of functioning. The new wave ushered in a modern outlook and tech-savvy

methods of working for traditional banks.All this led to the retail boom in India.

People not just demanded more from their banks but also received more.

Bank of India is an autonomous body, with minimal pressure from the

government. The stated policy of the Bank on the Indian Rupee is to manage

volatility but without any fixed exchange rate-and this has mostly been true.

With the growth in the Indian economy expected to be strong for quite some

time-especially in its services sector-the demand for banking services,

especially retail banking, mortgages and investment services are expected to

be strong. One may also expect M&As, takeovers, and asset sales.

 Present Status of banking industry

[7]
Currently (2008), banking in India is generally fairly mature in terms of supply,

product range and reach-even though reach in rural India still remains a

challenge for the private sector and foreign banks. In terms of quality of

assets and capital adequacy, Indian banks are considered to have clean,

strong and transparent balance sheets relative to other banks in comparable

economies in its region. In March 2006, the Reserve Bank of India allowed

Warburg Pincus to increase its stake in Kotak Mahindra Bank (a private sector

bank) to 10%. This is the first time an investor has been allowed to hold more

than 5% in a private sector bank since the RBI announced norms in 2005 that

any stake exceeding 5% in the private sector banks would need to be vetted

by them.

Currently, India has 88 scheduled commercial banks (SCBs) - 28 public

sector banks (that is with the Government of India holding a stake), 29 private

banks (these do not have government stake; they may be publicly listed and

traded on stock exchanges) and 31 foreign banks. They have a combined

network of over 53,000 branches and 17,000 ATMs. According to a report by

ICRA Limited, a rating agency, the public sector banks hold over 75 percent of

total assets of the banking industry, with the private and foreign banks holding

18.2% and 6.5% respectively.

Banking in India

[8]
Central
bank Reserve Bank of India

State Bank of India · Allahabad Bank · Andhra Bank · Bank of

Baroda · Bank of India · Bank of Maharashtra · Canara Bank ·
Central Bank of India · Corporation Bank · Dena Bank · Indian
Nationalize
d banks Bank · Indian Overseas Bank · Oriental Bank of Commerce ·
Punjab & Sind Bank · Punjab National Bank · Syndicate Bank ·
Union Bank of India · United Bank of India · UCO Bank · Vijaya
Bank · IDBI Bank

Axis Bank · Bank of Rajasthan · Bharat Overseas Bank · Catholic

Syrian Bank · Centurion Bank of Punjab · City Union Bank ·
Development Credit Bank · Dhanalakshmi Bank · Federal Bank ·
Ganesh Bank of Kurundwad · HDFC Bank · ICICI Bank · IndusInd
Private
banks Bank · ING Vysya Bank · Jammu & Kashmir Bank · Karnataka
Bank Limited · Karur Vysya Bank · Kotak Mahindra Bank ·
Lakshmi Vilas Bank · Nainital Bank · Ratnakar Bank · SBI
Commercial and International Bank · South Indian Bank ·
Tamilnad Mercantile Bank · YES Bank

Foreign
banks Citibank · HSBC · Standard Chartered
Regional
banks South Malabar Gramin Bank

(c) Future of banking industry in india

Almost 80% of the business are still controlled by Public Sector

Banks (PSBs). PSBs are still dominating the commercial banking

system. Shares of the leading PSBs are already listed on the stock

exchanges.

The RBI has given licences to new private sector banks as part of

the liberalization process. The RBI has also been granting licences

to industrial houses. Many banks are successfully running in the

retail and consumer segments but are yet to deliver services to

[9]
industrial finance, retail trade, small business and agricultural

finance.

The PSBs will play an important role in the industry due to its

number of branches and foreign banks facing the constrait of

limited number of branches. Hence, in order to achieve an efficient

banking system, the onus is on the Government to encourage the

PSBs to be run on professional lines.

By the year 2009, the list of foreign banks in India is going to become more

quantitative as number of foreign banks are still waiting with baggage to start

business in India.

[10]
 CHAPTER - 2

PROFILE
OF THE
ORGANIZATION

[11]
 2.1 Origin of the HDFC BANK LIMITED

The Housing Development Finance Corporation Limited (HDFC) was amongst

the first to receive an 'in principle' approval from the Reserve Bank of India

(RBI) to set up a bank in the private sector, as part of the RBI's liberalization

of the Indian Banking Industry in 1994. The bank was incorporated in August

1994 in the name of 'HDFC Bank Limited’, with its registered office in Mumbai,

India.

HDFC Bank commenced operations as a Scheduled Commercial Bank in

January 1995.HDFC Bank was incorporated in August 1994, and, currently

has a nationwide network of 761 Branches and 1977 ATM's in 327 Indian

towns and cities.

HDFC Bank began operations in 1995 with a simple mission: to be a "World-

class Indian Bank". We realized that only a single-minded focus on product

quality and service excellence would help us get there.

Today, we are proud to say that we are well on our way towards that goal. It is

extremely gratifying that our efforts towards providing customer convenience

have been appreciated both nationally and internationally.

[12]
 2.2 Growth and development of the HDFC BANK LIMITED

HDFC Bank will merge itself with Centurion Bank of

Punjab (CboP) in order to expand its global

presence, especially in regions such as Canada,

Singapore and other destinations, reports mint.

The bank plans to raise USD 1 billion from overseas markets to fund this

global expansion. This fund-raising will be done through different instruments

under the medium-term notes programme. Meanwhile, the bank has already

applied for licences in Bahrain and Hong Kong.

The CBoP merger will create the country`s largest private sector financial

institution in terms of branch network. HDFC Bank`s board has already

decided their stock swap

ratio of 1:29 and the

combined entity`s network

would go up to 1,148

branches.

it has a network of over

FIG-1
684 branches spread over

316 cities across India. The bank also has a network of about over 1,695

networked ATMs across these cities.

Shares of the company gained Rs 27.6 , or 2.15% to settle at Rs 1313.9. The

total volume of shares traded was 48,911 at the BSE.

[13]
In a milestone transaction in the Indian banking industry, Times Bank Limited

(another new private sector bank promoted by Bennett, Coleman & Co./Times

Group) was merged with HDFC Bank Ltd., effective February 26, 2000.

As per the scheme of amalgamation approved by the shareholders of both

banks and the Reserve Bank of India, shareholders of Times Bank received 1

share of HDFC Bank for every 5.75 shares of Times Bank. The acquisition

added significant value to HDFC Bank in terms of increased branch network,

expanded geographic reach, enhanced customer base, skilled manpower and

the opportunity to cross-sell and leverage alternative delivery channels.

[14]
 2.3 PRESEENT STATUS OF “ HDFC BANK LIMITED”

As of March 31, 2008, it had a network of 761 branches and 1,977 automated

teller machines in 327 cities in India. The company was founded in 1994 and

is based in Mumbai, India. The authorised capital of HDFC Bank is

Rs.450 crore (Rs.4.5 billion). The paid-up capital is Rs.311.9 crore

(Rs.3.1 billion). The HDFC Group holds 22.1% of the bank's equity and

about 19.4% of the equity is held by the ADS Depository (in respect of

the bank's American Depository Shares (ADS) Issue). Roughly 31.3% of

the equity is held by Foreign Institutional Investors (FIIs) and the bank

has about 190,000 shareholders. The shares are listed on the The

Stock Exchange, Mumbai and the National Stock Exchange. The bank's

American Depository Shares are listed on the New York Stock

Exchange (NYSE) under the symbol "HDB".

The Balance sheet of HDFC BANK LTD can gives us handful idea about the

present status of the organization.

Balance Sheet of HDFC BANK LTD

PERIOD ENDING 31-Mar-07 31-Mar-06 31-Mar-05

Annual Data | Quarterly Data All numbers in thousands

Assets

Current Assets
Cash And Cash
1,968,200 1,375,800 861,500
Equivalents
Short Term Investments 297,400 94,400 -
Net Receivables 365,300 357,800 112,600
Inventory - - -

[15]
 Other Current Assets - - -

Total Current Assets - - -

Long Term Investments 19,512,200 15,349,700 10,792,200
Property Plant and
241,200 195,900 162,400
Equipment
Goodwill - - -
Intangible Assets - - -
Accumulated Amortization - - -
Other Assets 1,123,400 409,000 209,200
Deferred Long Term Asset
- - -
Charges

Total Assets 23,507,700 17,782,600 12,137,900

Liabilities
Current Liabilities
Accounts Payable 2,910,300 869,800 1,134,000
Short/Current Long Term
2,458,700 1,701,400 1,423,200
Debt
Other Current Liabilities 15,831,700 12,663,800 8,334,300

Total Current Liabilities - - -

Long Term Debt 779,600 382,800 115,300
Other Liabilities - 917,200 -
Deferred Long Term Liability
- - -
Charges
Minority Interest 7,500 5,000 -
Negative Goodwill - - -

Total Liabilities 21,987,800 16,540,000 11,006,800

Stockholders' Equity
Misc Stocks Options Warrants - - -
Redeemable Preferred Stock - - -
Preferred Stock - - -
Common Stock 74,100 70,400 71,000
Retained Earnings 828,800 411,100 295,100
Treasury Stock - - -

[16]
 Capital Surplus 701,300 602,600 591,200
Other Stockholder Equity (84,300) 158,500 173,800

Total Stockholder Equity 1,519,900 1,242,600 1,131,100

Net Tangible Assets $1,519,900 $1,242,600 $1,131,100

2.4 FUTURE PLANES OF “ HDFC BANK LIMITED”

 HDFC joins hands with Qatar National Bank

HDFC Bank tied up with Qatar National Bank (QNB) to offer a range of

products and services to expatriate Indians in Qatar, reports DNA.

The new bank, QNB-HDFC Bank NRI Services, will allow its customers to use

their dual account to remit money from any QNB branch to any HDFC Bank

branch in India. The remittance will take 24 hours and cost USD 1.37.

Customers can also avail of a host of HDFC Bank products like online trading

in Indian stock markets and rupee mutual fund investments through QNB

outlets. Apart from this, the tie-up also offers benefits from QNB`s Qatar

Airways Co-branded Credit Card, with no fees for the first year and customers

will be eligible for QNB`s loan products at competitive prices.

HDFC Bank plans to introduce a mobile-bank-cum- ATM in Coimbatore

to benefit its microfinance clients. Through this medium, the bank will offer a

suite of banking products such as credit, savings, insurance and remittances.

at the customers doorstep. Each mobile bank is expected to cost the Bank

Rs.40 lakhs (USD 100,000) and Rs.1 lakh (USD 2,500) monthly.
[17]
 The bank plans to extend this technology all over the country

depending on the success of its pilot in Coimbatore. HDFC Bank would soon

launch its mobile bank for the benefit of microfinance clients and also to reach

the unbanked and under-banked sections of the society, a senior bank

executive said

India's HDFC Bank Renews Contract with NCR to Manage 2,000 ATMs;

Places Order for 300 New ATMs

DAYTON, Ohio--(BUSINESS WIRE)--NCR Corporation (NYSE: NCR - News)

announced the renewal of its automated teller machine (ATM) Managed

Services contract with HDFC Bank, Ltd (NYSE: HDB - News), headquartered

in Mumbai, India. The new 42-month deal taps NCR to oversee more than

2,000 NCR and non-NCR ATMs for the bank and expands on a prior three-

year Managed Services contract. HDFC also has signed an additional order

for 300 new ATMs. This order is in line with HDFC Bank’s expansion strategy

in India. The contract includes ATM monitoring through incident management,

cash management, first-line maintenance and second-line maintenance

[18]
 .

2.5 FUCTIONAL DEPARTMENT OF “ HDFC BANK LMITED”

In order to gain professional efficiency it has emerged with different useful

functional departments in every branch of the organization as shown below:

FIG.2

[19]
 2.6 ORGANIZATION STRUCTURE AND ORGANIZAION CHART

HDFC Bank

FIG.-3

The Composition of the Board of Directors of the Bank is governed by the

Companies Act, 1956, the Banking Regulation Act, 1949 and the listing

requirements of the Indian Stock Exchanges where the securities issued by

the Bank are listed. The Board has a strength of 9 Directors as on March 31,

2007. All Directors other than Mr Aditya Puri are non-executive directors. The

Bank has four independent directors and five non-independent directors. The

Board consists of eminent persons with considerable professional expertise

and experience in banking, finance, agriculture, small scale industries and

other related fields. None of the Directors on the Board is a member of more

than 10 Committees and Chairman of more than 5 Committees across all the

[20]
companies in which he/she is a Director. All the Directors have made

necessary disclosures regarding Committee positions occupied by them in

other companies.

Mr. Jagdish Capoor, Mr. Aditya Puri, Mr. Keki Mistry, Mrs. Renu Karnad and

Mr. Vineet Jain are non-independent Directors on the Board.

Mr. Arvind Pande, Mr. Ashim Samanta, Mr. Gautam Divan and Mr. C. M.

Vasudev are independent directors on the Board.

Mr. Keki Mistry and Mrs. Renu Karnad represent HDFC Limited on the
Board

of the Bank.

Mr. Vineet Jain is nominated by the Bennett, Coleman Group on the Board
of

the Bank.

The Bank has not entered into any materially significant transactions during

the year, which could have a potential conflict of interest between the Bank

and its promoters, directors, management and/or their relatives, etc. other

than the transactions entered into in the normal course of business. The

Senior Management have made disclosures to the Board confirming that

there are no material, financial and/or commercial transactions between

them and the Bank which could have potential conflict of interest with the

Bank at large

[21]
 2.7 PRODUCT AND SERVICE OF “HDFC BANK LIMITED”

HDFC Bank Limited provides various financial products and services. It

operates in three segments: Personal Banking, NRI Banking, and Wholesale

Banking. The Personal Banking segment provides savings, and current and

fixed deposit accounts. It also offers personal, home, two wheeler, new car,

used car, gold, education, healthcare, commercial vehicle, working capital,

construction equipment, and warehouse receipt loans. In addition, this

segment provides safe deposit lockers; credit, debit, and prepaid cards;

mutual funds, general and health insurance, bonds, and equities and

derivatives products; and forex and payment services. The NRI Banking

segment's deposit products include rupee savings accounts, rupee current

accounts, rupee fixed deposits, foreign currency deposits, and accounts for

returning Indians. Its loan products comprise home loans, loans against

securities, loans against deposits, and gold credit cards. The Wholesale

Banking segment offers funded services, which consist of working capital

finance, short term finance, bill discounting, and export credit; and non-funded

services, such as letters of credit, bank guarantees, and collection of

documents to corporations, and small and medium enterprises. It also various

services to banks, financial institutions, mutual funds, stock brokers,

insurance companies, commodity businesses, and trusts.

[22]
HDFC Product Range

HDFC Bank India provides the following range of products:

• Savings Account
• HDFC Bank Preferred
• Sweep-In Account
• Super Saver Account
• HDFC Bank Plus
• Demat Account
• HDFC Mutual Fund
• HDFC Standard Life Insurance

HDFC India innovative services

• HDFC Phone Banking

• HDFC ATM
• HDFC Inter-city/Inter-branch Banking
• HDFC Net Banking
• HDFC International Debit Card
• HDFC Mobile Banking
• HDFC Bill Pay

HDFC Bank Loans

• HDFC Personal Loan & Home loan

• HDFC New Car Loan and Used Car Loan
• HDFC Loan Against Shares
• HDFC Two Wheeler & Consumer Loan

[23]
2.8 MARKET PROFILE OF “HDFC BANK LIMITED”

The Bank earned total income of Rs.3,505.5 crores for the quarter ended

March 31, 2008, as against Rs.2,321.0 crores in the corresponding quarter

ended March 31, 2007, registering a growth of 51.0%. Net revenues (net

interest income plus other income) were Rs.2,191.4 crores for the quarter

ended March 31, 2008,an increase of 51.2% over Rs.1,448.9 crores for the

corresponding quarter of the previous year. Interest earned (net of loan

origination costs and amortization of premia on investments held in the Held

to Maturity (HTM) category) increased from Rs.1,926.5 crores in the quarter

BSE - All Groups TABLE-1 11 Jun 17:31

Company Name Last Price Change % Change Net Profit
(Rs. cr)
ICICI Bank 741.65 10.05 1.37 3,110.22

HDFC Bank 1,184.55 53.60 4.74 1,590.18

Axis Bank 703.70 22.50 3.30 1,071.03

Federal Bank 194.50 -0.65 -0.33 292.73

JK Bank 610.80 6.80 1.13 274.49

Karnataka Bank 185.15 -1.90 -1.02 241.74

Karur Vysya 353.35 3.35 0.96 160.01

Kotak Mahindra 637.70 9.25 1.47 141.37

Centurion Bank 41.40 0.00 0.00 121.38

Bk Of Rajasthan 89.60 2.05 2.34 110.57

South Ind Bk 122.60 1.85 1.53 104.12

Yes Bank 136.80 -3.65 -2.60 94.37

ING Vysya Bank 249.35 6.25 2.57 88.91

[24]
City Union Bank 26.40 0.40 1.54 71.81

IndusInd Bank 68.90 -0.20 -0.29 68.22

ended March 31, 2007 to Rs.2,956.2 crores in the quarter ended March 31,

2008, up by 53.4%. Net interest income (interest earned less interest

expended) for the quarter ended March 31, 2008 increased by 55.7% to

Rs.1,642.1 crores, driven by average asset growth of 50.3% and a corenet

interest margin of around 4.4%.Other income (non-interest revenue)

registered strong growth of 39.3% from Rs.394.4 crores for the quarter ended

March 31, 2007 to Rs.549.3 crores for the quarter ended March 31, 2008. The

main contributor to 'Other Income' for the quarter was fees and commissions

of Rs.490.4 crores, up 37.6% from Rs.356.3 crores in the corresponding

quarter ended March 31, 2007. The other two major components of other

income were foreign exchange/derivatives revenues of Rs.60.4crores and

profit/ (loss) on revaluation/sale.

[25]
 Chapter 3

DISCUSSION ON
TRAINING

[26]
3.1 STUDENT’S WORK PROFILE (ROLE AND RESPONSIBILITIES)

I joined HDFC BANK LIMITED. as a Contract Sales Executive. My basic

approach to get the professional idea about the process flow of the

organization and to gather idea about how does the industry operates

There, I was assigned to some roles and responsibilities such as:

• To help the customer to complete documentation and application

formalities.

• To verify the authenticity of the documents and identity of the

customer.

• To ensure strict adherence to Know Your Customer (KYC) norms in all

application sourced.

• To meet the customer personally for collecting the IP cheque and the
AOD .

• To ensure that the customer is met up with either at his place of work
or at his residence only.

• To ensure that all mandatory fields are entered properly.

[27]
• To maintain quality norms on depletion and for cheque bouncing
cases.

• To understand the customer’s requirement .

• To explain to the customer the various benefits of the product being

distributed.

[28]
 3.2 DESCRIPTION OF LIVE EXPERIENCE

Being a Contract Sales Executive everyday I used to generate new

customers for savings account department by personal reference or by cold

calling or by ATM calling and by phone .There I found, the appointment fixed

by the customer was not working some time ,because they are not present at

the place where the appointment was fixed, that time I feel very frustrated but

it was part and parcel of this job so I have to adapt there.

Every day , I use to join the office within 9.15 am . I have to sign the

attendance sheet ,get the appointment fixed by the customers to go through

the day .

Apart from this I got a handful experiences on followings

1. Consumer behavior.

2. Different type of selling technique .

3. Understand the process of selling .

4. How they persuade customer to buy product .

5. How to manage the sales force effectively.

[29]
 3.3 STUDENT’S CONTRIBUTION TO ORGANISATION

As a Contract Sales Executive (savings account department) , My

contribution to the organization was to carry on generating Customer for

an opening of saving accounts in order to run the process flow of the

organization smoothly . Moreover I was assigned to generate a business

of Rs 25,000 . It would be a great feelings to achieved that one but I

was able to generate a business of Rs 15,000 in the 1st and 2nd

consecutive months.

Beside building good relationship with my Team leader I also maintained

a good image with all other staffs that also mean to me a much.

[30]
 CHAPTER 4

STUDY OF THE
RESEArCH PROBLEM

[31]
 4.1 STATEMENT OF RESEARCH PROBLEM

HDFC BANK LTD. is a structured and developing organization in the field

of Banking and Financial sector .Though It is providing good service to

both the customer in order to rise their attention level into this industry

it needs to get more efficiency in it’s operation flow .what I have felt

while working within the organization is that the customer organizations

are very much specific to their needed criteria which is being very hard

to match with the bank profiles .Therefore , I carried out the research to

get proper findings on the problem that :

Why the customer requirement are not being matched properly with the

required criteria ?

4.2 STATEMENT OF RESEARCH OBJECTIVES

The aim of this research is to find out proper logical solution through

proper analysis of data and information scientifically to over come

above mentioned problems so that the organization can run their

business efficient and competitively in the long run.

Here we have to determine the causes related to the problem. We

have to measure the frequency of the causes in order to minimize the

[32]
rate of factors affecting the problems regarding organizational growth

and smooth flow of its operations .

4.3 RESEARCH DESIGN AND METHODOLOGY

Research Design

Here in order to carry out the research I have arranged conditions for

collections and analysis of data in a manner that aims to combine

relevance to the research purpose with economy in procedure. The

research design is being conceptually structured within which research

has been conducted ; It constitutes the blueprint for the collection,

measurement and analysis of data.

The designing decisions are made in respect of

a. Research study is carried out within Kolkata and the zones

across the city.

b. Technical data (qualitative and quantitative data) is used.

c. The study includes 2 and ½ months of time.

d. Systematic and snowball sampling designs are made.

e. By scaling technique ( likert scaling technique ) data is analysed.

f. To study about the growth banking market

g. To find out the attributes that can enhance economy of company

[33]
Research methodology

Research methodology is a way systematically solve the research

problem. It may be understood as a science of studying how research

is done scientifically.

The section includes the overall research design, the sampling

procedure, the data collection method, the field method and analysis

and procedure.

Research design : For this research project exploratory method is used ,

Data collection method : Data collected for the research can be classified

as primary data and secondary data.

Primary data : Primary data is by visiting existing clients and business

developers and also the customers being served and yet to serve,making

them to fill up questionnaires.

Secondary data : Secondary data is from Internet, books, available codes

and rules .

Research Instrument

This instrument is used for data collection is structured questionnaire.

Questions are open and closed ended depending upon the information

that needed to be elicited. I am also using the scaling technique to

assess the attitude of the customer through participative and non

participative observations, scheduled interview,etc.

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Sampling plan : Keeping all the constrains in mind a sample size of 25

Clients. The sampling procedure is systematic and snowball sampling.

4.4 ANALYSIS OF DATA

The data, after collection, has been processed and analyzed in

accordance with the outline laid down for the purpose at the time of

developing the research plan. This is essential for a scientific study and

for ensuring that we have all relevant data for making contemplated

comparison and analysis. Technically speaking, processing implies

editing, coding, classification and tabulation of collected data so that

they are amenable to analysis.

I have surveyed within 25 Clients in order to know their view and

opinion regarding their interests in different product we have.I made a

questionnaire and converse with them and encourage them to fill up

the questions. Some of the questions with their’ opinions are shown

as follows

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CLIENT BASED –

 HOW DO YOU RANK THE SERVICE OF HDFC BANK LTD ?

FIG.-4

 HOW WOULD YOU RANK THE COMPANY IN COMPARISON TO OTHERS

?

FIG.-5

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 IS THE OVERALL SERVICE OF THE COMPANY GOOD?

FIG.-6

LIKERT SCALE

CUSTOMER BASED

 WHOM DO YOU WANT TO SERVE FOR YOU?

FIG.-7

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 4.5 Summary of Findings

From the above chart we can see that averagely 50 % of the Customer

has given a favourable response, 40 % of them having a neutral

attitude towards the statement asked, 10 % of them has shown a least

favourable response.

From the above analysis we can say that the overall performance of

rendering service in terms quality, time, market position and customer

satisfaction is average.

What I observed while working over there in HDFC BANK LTD, the

service profile provided by the company is AVERAGE. So some

changes in their OPERATIONS has to be done in order to increase

more CUSTOMER involvement and for their growth and development in

future prospect .

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 CHAPTER - 5

SUMMARY
AND CONCLUTION

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 5.1 SUMMARY AND CONCLUSIONS

 SUMMARY OF LEARNING EXPERIENCE

In recent times , the banking industry in India is in growing phase. With

years, banks are also adding services to their customers. The Indian banking

industry is passing through a phase of customers market. The customers

have more choices in choosing their banks. A competition has been

established within the banks operating in India.

With stiff competition and advancement of technology, the services

provided by banks has become more easy and convenient. The past days are

witness to an hour wait before withdrawing cash from accounts or a cheque

from north of the country being cleared in one month in the south.

This section of banking deals with the latest discovery in the

banking instruments along with the polished version of their old systems.

Our firms have responded to the increased demands placed on the

organizations with great élan in terms of striving to provide a holistic

solution to their customer.

Being a part of the banking industry as a contract sales executive, I got

practical knowledge how do the industry use to act . what are the

functions that they use to do , how they mange all their operations .

And from personal point of view I learned how to match customer

requirement with their needs. I groomed in the field of dealing with the

customer , voice modulation , pursuing the corporate culture , need to

response in time .I got experienced on gathering knowledge on how to

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interact with people ,how to tactfully handle the customers and convinced

them to buy our product . working culture , etc .

HDFC BANK LTD. is a pure service industry seek to serve the

customers best and pure banking solution as their needs by providing range

of useful banking products in order to give rise to the core competencies

there of.This organization is specialized in middle level and top level

customers . They used to maintain the customers needs and their

satisfaction.

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.

5.2 CONCLUSION AND RECOMMENDATIONS

The Indian banking industry currently appears to be at a crossroad ,

where the industry are attempting to change customer’s perceptions of

their service providers where specific service getting motivation appear

to be replacing generalities.

The mindset of the Indian customer’s is such that they are delighted if

they buy service cheaper than there preferred service provider . Things

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are , however , slowly changing and the customer’s at the upper end of

the market are now ready to pay more for more . I hope that this

approach will soon enter the new era , may be not with the same

intensity .

“ success will largely be determined to the extent a company can

differentiate itself in terms of intangibles that go with the service “ . Thus

, success could well hinge on the best of bundle of service that HDFC

BANK LTD. provides .

Key attribute components:-

Time value and matching the criteria of the requirements of CUSTOMERS

Physical attributes.

Brand image

Service diversification

These components should be dealt with great care and independently .

The basic needs of the customer’s need to be addressed which is

actually saving time and better quality .

Although being a growing and developing bank it would be better to run

in this rapidly changing and evolving market with value product model

of business process .

The advertisement should speak only of the believable concepts rather

than glorifying the pretentious ones . This would help to gain concrete

image of their own in this market .

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APPENDIX

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LIST OF GRAPHS & CHARTS

SL .No. Graph No . Graph Title Page No.

1 Fig -1 HDFC BANK LTD.Financial performance. 17

2 Chart -1 Balance sheet of HDFC BANK Ltd 19-20

3 Fig -2 Functional department of HDFC BANK LTD. 23

4 Fig -3 Organizaton’s structure and chart. 24

5 Fig -4 Customer based service ranking of HDFC BANK 39

LTD.

6 Fig -5 Customer based comparative ranking of HDFC 39

BANK LTD.

7 Fig -6 Customer based service valuation of HDFC BANK 40

LTD on Likert scale.

8 FIG-7 Customer based comparative performance of the 40

HDFC BANK LTD.

LIST OF TABLES

SL .NO. TABLE No. Table Title Page No.

1. Table -1 Profit/loss on revaluation /sale of 28

HDFC BANK LTD.

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 QUESTIONNAIRE

NAME: CONTACT NO.

1. Do you have any saving account with HDFC BANK LTD ?

Yes……… No………..

2. Do you prefer this Bank to be your Financal consultant?

Yes……… No………..

3. How is the quality of the service of the HDFC BANK LTD ?

Very Good…… Good…… Average……. Poor……

4. How much popular and reliable is the service of the HDFC BANK
LTD?

……………………………………………………………………..

5. What is the unique feature of the HDFC BANK LTD. ?

.......................................................................................................

6. How do you rank the following Private sector Bank ?

ICICI BANK… AXIS BANK…… KOTAK MAHINDRA…….

HDFC BANK LTD.……

7. Did you have got service from any other BANK ?

If Yes……. Then mention…….. ……. No…

8. How do rank the performance of HDFC BANK LTD ?

Very Good…… Good…… So So……. Poor…… Don’t know…..

9. Is the Overall performance of the company good ?

Strongly agree…. Agree… Undecided…. Disagree…. Strongly

disagree….

[45]
 BIBLIOGRAPHY

Chatterjee , N.N., Management of Personnel in public Enterprise , Allied

Publising House , Kolkata, 1997 p. 44

James manktelow , Get Ahead .Stay Ahead , www.mindtools.com,1995-2007

Philip Kotler (Eight Edition), “ Marketing Management ” , Prentice Hall of India Pvt
. Ltd. Dorling Kingdersley (India) Pvt Ltd p. 405

T.N Chhabra , Human Resource Management , Gagan Kapur for Dhanpat Rai &
Co (P) Ltd . , Delhi , 2004.p.74

‘ibid’ p.164

VSP RAO , Human Resouce Management , Excel Books , New Delhi 2006
p.131

WEB SITES

1.www.hdfcbank.com

2.www.yhaoofinance.com

3.www.moneycontrol.com

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