A Project Report

on
Study on measurement of customer satisfaction level with respect to financial product of HDFC AT

Submitted in the partial fulfillment of requirement for BBA Degree programme.

RAJASHI SCHOOL OF MANAGEMENT & TECNOLOGY V.B.S. Purvanchal University, JAUNPUR.

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UNDER SUPERVISION of

(MGT. Lecturer)

ASHISH .KR.SINGH

SUBMITTED BY Ankit Mani Tripathi BBA- V(A) ROLL NO-01135

I, Ankit Mani Tripathi, hereby declare that the project report entitled Study on measurement of customer satisfaction level with respect to financial product of HDFC under the award guidance of of Mr. ASHISH KUMAR SINGH Bachelor school of of business & submitted in partial fulfillment of the requirement for the of the degree to administration out Rajarshi management

technology is my original Work - research

study - carried

1st and not submitted for any other degree/ diploma/

fellowship or other similar titles or prizes to any other institute or university by any other person.

Place: VARANASI
2

Signature:

DATE: Tripathi

Ankit Mani BBA-V (A) ROLL NO-01135

This is the pleasure movement for me to explicate my energized intelligence. Thanks to Co-Coordinator Mr. ASHISH KUMAR SINGH from RAJARSHI SCHOOL OF MANAGEMENT & TECHNOLOGY, VARANASI. For accommodating advice during the research and help provided by them in preparation of this report. This report is guided by their co-operation and practicable suggestion. This study work could be finished with in the period.

I got chance to recognize my gratitude to all staff to B.B.A. department for making available all facilities to complete the research work. As well as to all others who
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extended the precious co-operation by providing all documents and details required for this work.

Place: -VARANASI
Tripathi

Ankit

Mani

Date: 01135

B.B.A V (A) Roll No.:-

INDEX
Sl No. 1 2 3 4 5 6 7 8 9 10 Introduction Topic of the Project Objective Research Mythology Finding Analysis & Interpretation Conclusion Limitation Bibliography Annexure Topic

INTRODUCTION

HDFC Bank Ltd is a commercial bank of India, incorporated in August 1994, after the Reserve Bank of India allowed establishing private sector banks. The Bank was promoted by the Housing Development Finance Corporation, a premier housing finance company (set up in 1977) of India. HDFC Bank has 1,412 branches and over 3,295 ATMs, in 528 cities in India, and all branches of the bank are linked on an online real-time basis. As of September 30, 2008 the bank had total assets of INR 1006.82 billion. For the fiscal year 2008-09, the bank has reported net profit of Rs.2,244.9 crore, up 41% from the previous fiscal. Total annual earnings of the bank increased by 58% reaching at Rs.19,622.8 crore in 2008-09. In 2008 HDFC Bank acquired Centurion Bank of Punjab taking its total branches to more than 1,000. Though, the official license was given to Centurion Bank of Punjab branches, to continue working as HDFC Bank branches, on May 23, 2008

Headquarters: Type: Listed : Industry :

Website :

Mumbai, India Public BSE, NYSE: HDB Banking Insurance, Capital Markets and allied industries Products
www.hdfcbank.com

PROMOTERS
HDFC is Indias premier housing finance company and enjoys an impeccable track record in India as well as in international market .Since its inception in 1977 ,the corporations has maintain a consistent and healthy growth in its operations to remain the market leader in mortgages. Its outstanding loan portfolio covered well over a million dwelling units .HDFC has developed significant expertise in retail mortgage loans to different marker segments and also has a large corporate client base for its housing related credit facilities. With its experience in the financial markets, a strong market reputation, large shareholders base and unique consumer franchise, HDFC was ideally positioned to promote a bank in the Indian environment.

BUISNESS fOCUS
HDFC Banks mission is to be a world class Indian bank. The objective is to build sound customer franchises across distinct businesses so as to be the preferred provider of banking services for target retail and wholesale customers segments, and to achieve healthy growth in profitability, consistent with the banks risk appetite. The bank is committed to maintain the highest level of ethical standards, professional integrity, corporate governance and regulatory compliance. HDFC banks business philosophy is based on four core values-operational Excellence, customer Focus, product leadership and people.

CAPITAL STRUCTURE
The authorized capital of HDFC bank is Rs. 450 crore (Rs.4.5 billion) the paid up capital is Rs.311.9 crore (Rs.3.1billion). The HDFC group holds 22.1% of the banks equity & about 19.4% of the equity is held by the ADS depository (in respect of the banks American depository shares (ADS) issue). Roughly 31.3% of equity is held by foreign institutional investors (FIIs) and the bank has about 190,000 share holders. the shares are listed on the The stock
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exchange the banks American depository shares are listed on the Newyork stock exchange (NYSE) under the symbol HDB

TIMES BANK AMALGAMATION

A milestone transaction in the Indian banking industry, times bank ltd. (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 share holders of both banks the reserves bank of India, share holders of times bank received 1 share of HDFC bank for every 5.75 share of times bank. The acquisition added significant value to HDFC Bank in terms of increased branch network, expended geographic reach enhanced customer base, skilled manpower & the opportunity to across sell and leverage alternative delivery channels.

DISTRIBUTION NETWORK
HDFC Bank is headquarter in Mumbai The bank present has enviable network of over 761 branches spread over 327 cities across India. All branches are linked on an online real time basis. Customer in over 120 location are also serviced through telephone Banking. The Banks expansion plans take in to account the need to have a presence in all major industrial and commercial centers were its corporate customer are located as well as the need build a strong retail customer base deposits & loan products. Being a clearing/statement Bank to various leading stock exchange, the Bank has branches in the centre were the NSE/BSE as a strong and active member base. The Bank also has a network of about over 1977 networked ATMs across these cities. Moreover, HDFC Banks ATM, Visa/master card, visa Electron/maestro, Plus/cirrus and American express credit/ charge cardholders.

MANAGEMENT

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Mr.Jagdish kapoor took over as the banks chairman in July 2001.prior to this, Mr. kapoor was a deputy governor of the reserve bank of India.

The Managing Director, Mr. Aditya Puri, has been a profeeinal banker for over 25 years and before joining HDFC Bank in 1994 was heading Citibanks operation in Malaysia.

The bankers board of Directors is composed of eminent individuals with a wealth of experience in publican public policy, administration and commercial banking. Senior executives HDFC are also on the Board.

Senior banking professionals with substantial experience in India and abroad head various businesses and functions and report to the managing director. Given the professional expertise of the management team and the overall focus on recruiting the best telent in the industry, the bank believes that its people are a significant competitive strength.

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TECHNOLOGY
HDFC Bank operates in a highly automated environment in terms of information technology & communication system. All the Banks branches have online connectivity, witch enable the Bank of offer speedy funds transfer facilities to its customer. Multy-branch access is also provided to retail customers through the branch network and automated teller machine (ATMs).

The Bank has made substantial efforts & investment in acquiring the best technology available internationally, to build the infrastructure for a world class Bank. The Banks business is supported by scalable and robust systems which ensure that our clients always get the finest services we offer.

The Bank has priorities its engagement in technology and the internet as one of its key goals and has already made significant progress web-enabling its core business. In each of its business, the Bank has succeeded in leveraging its market position, expertise and technology create a competitive advantage and build market share.

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BUSINESS
HDFC Bank offers wide range of commercial and transactional Banking service and treasury products to wholesale and retail customers the Banks has three key business segments.

Wholesale Banking Service:The Banks target market range from large, blue clip manufacturing companies in the India corporate to small & mid-size camphorates agri base business. For these customers, the banks provided a wide range of commercial and transactional banking service, including working capital finance, trade service, transactional service, cash management, etc. the Bank is also a leading provider of structure solution, witch combine cash management service with vendor and distributor finance for facilitating superior supply chain management for its corporate customer. Based on its superior products delivery/ service levels and strong customer orientation, the Bank has made significant inroads into the banking consortia of a numbers of leading Indian corporate including multinationals, companies from the domestic business house and prime public sector companies. It is recosniesd as a leading provider of cash management and transactional banking solutions to corporate customers, mutual funds, stock exchange members and banks.

Retail Banking Service:The objective of the retail Bank is to provide its target market customers a full range of financial products and banking service, giving the customer the one-stop window for all his /her banking requirement. The products are backed by world class service and delivered to the customers through the growing branch network, as well as through alternative delivery channels like ATMs; phone banking, net banking and Mobile Banking

The HDFC Bank Preferred program for high net worth individuals, the HDFC Bank Plus and the investment Advisory Services programs have
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been designed keeping in mind needs of customers who seek distinct financial solution, information and advice on various investment avenues. It is also a leading provider of depository participant services for retail customers , providing customers the facility to hold their investment in investment in electronic form .

TREASURY
Within this business, the bank has three main product areas foreign Exchange and Derivatives, local currency money Market $ Debt Securities, and Equities. To company with statutory reserve requirements , the bank is required to hold 25% of its deposits in government securities . the Treasury business is responsible for managing the returns and market risk on this investment portfolio.

Credit Rating
HDFC Bank has its deposit programmes rated by two rating agencies - Credit Analysis & Research Limited. (CARE) and Fitch Ratings India Private Limited. The bank's Fixed Deposit programme has been rated 'CARE AAA (FD)' [Triple A] by CARE, which represents instruments considered to be "of the best quality, carrying negligible investment risk". CARE has also rated the bank's Certificate of Deposit (CD) programme "PR 1+" which represents "superior capacity for repayment of short term promissory obligations". Fitch Ratings India Pvt. Ltd. (100% subsidiary of Fitch Inc.) has assigned the "tAAA ( ind )" rating to the bank's deposit programme, with the outlook on the rating as "stable". This rating indicates "highest credit quality" where "protection factors are very high". HDFC Bank also has its long term unsecured, subordinated (Tier II) Bonds of Rs.4 billion rated by CARE and Fitch Ratings India Private Limited. CARE has assigned the rating of "CARE AAA" for the Tier II Bonds while Fitch Ratings India Pvt. Ltd. has assigned the rating "AAA( ind )" with the outlook on the rating as "stable". In each of the cases

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referred to above, the ratings awarded were the highest assigned by the rating agency for those instruments.

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Corporate Governance Rating

The bank was among the first four companies, which subjected itself to a Corporate Governance and Value Creation (GVC) rating by the rating agency, The Credit Rating Information Services of India Limited (CRISIL). The rating provides an independent assessment of an entity's current performance and an expectation on its "balanced value creation and corporate governance practices" in future. The bank has been assigned a 'CRISIL GVC Level 1' rating, which indicates that the bank's capability with respect to wealth creation for all its stakeholders while adopting sound corporate governance practices is the highest. We are aware that all these awards are mere milestones in the continuing, never-ending journey of providing excellent service to our customers. We are confident, however, that with your feedback and support, we will be able to maintain and improve our services.

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AWARDS AND ACHIVEMENTS 2009

IBA Banking 'Best IT Governance Award - Runner up' Technology Awards 2009 Global Award Finance 'Best Trade Finance Bank in India for 2009

IDRBT Banking 'Best IT Governance and Value Delivery' Technology Excellence Award 2008 Asian Banker 'Asian Banker Best Retail Bank in India Award 2009 ' Excellence in Retail Financial Services

2008
Finance Asia 'Best Bank and Best Cash Management Bank' Country Awards for Achievement 2008 CNN-IBN 'Indian of the Year (Business)'

Nasscom IT User 'Best IT Adoption in the Banking Sector' Award 2008 Business India Forbes Asia 'Best Bank 2008' Fab 50 companies in Asia Pacific

Asian Banker Best Retail Bank 2008 Excellence in Retail Financial 17

Services Asiamoney Best local Cash Management Bank Award voted by Corporates

Microsoft & Security Strategist Award 2008 Indian Express Group World Trade For outstanding contribution to international trade services. Center Award of honour Business Monitor survey Today- One of India's "Most Innovative Companies" Group

Financial Express-Ernst Young Award Global Excellence Awards Pacific Congress:

Best Bank Award in the Private Sector category &

HR 'Employer Brand of the Year 2007 -2008' Award - First Runner up, & many more Asia HRM

Business Today

'Best Bank' Award

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2007
Dun & Bradstreet 'Corporate Best Bank' Award American Express Corporate Best Bank Award 2007 The Bombay 'Best Corporate Social Responsibility Practice' Award Stock Exchange and Nasscom Foundation's Business for Social Responsibility Awards 2007 Outlook Money & Best Bank Award in the Private sector category. NDTV Profit The Asian Banker Best Retail Bank in India Excellence in Retail Financial Services Awards Asian Banker Our Managing Director Aditya Puri wins the Leadership Achievement Award for India

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PRODUCTS
Saving account Current account Fixed deposit DMAT account Safe deposit and Lockers Loans Cards Investments Mudre Gold bars Forex and trade services

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Savings account

Regular Savings Account Savings Plus Account Savings max Account Senior Citizens Account No Frills Account Institutional Savings Account Salary Account Kid's Advantage Account Pension Savings Account Family Savings Account Kisan No Frills Savings Account Kisan Club Savings Account

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Regular saving accounts

Features & Benefits

Bank conveniently with facilities like NetBanking and MobileBankingcheck your account balance, pay utility bills or stop cheque payment, through SMS Never overspend- Shop using your International Debit Card that reflects the actual balance in your savings account. Personalised cheques with your name printed on each cheque leaf for enhanced security. Take advantage of BillPay, an instant solution to all your frequent utility bill payments. Instruct for payment over the phone or through the Internet. Avail of facilities like Safe Deposit Locker, Sweep-In and Super Saver facility on your account. Free cash withdrawals on any other Bank's ATM Free Payable-at-Par chequebook, without any usage charges upto a limit of Rs.50,000/- per month. Free InstaAlerts for all account holders for lifetime of the account. Free Passbook facility available at home branch for account holders (individuals). Free Email Statement facility.
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Saving plus account

All you have to do is maintain an Average Quarterly Balance of Rs. 10,000/-

Features & Benefits

Free cash withdrawals on any other Bank's ATM Free International Debit Card for all account holders for life time of the account. Free Payable at Par (PAP) chequebook without any usage charges upto a limit of 50,000 per month. Free Demand Drafts on HDFC Bank locations, upto a limit of 25,000/per day. Free BillPay & InstaAlerts for all account holders for lifetime of the account Free Electronic Funds Transfer facility, NetBanking, PhoneBanking & MobileBanking Special relationship discount on purchase of Gold Bars 25%-off on the Locker rental for the 1st year (only). Intercity Banking / Multi-city Banking. Free Passbook facility available at home branch for account holders (individuals). Free Email Statement facility.

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Saving max account

Requirment: Maintain an average quarterly balance of just Rs. 25,000/ Features & Benefits Free unlimited transactions: Cash withdrawal and balance enquiry, at all HDFC Bank ATMs & on any other Bank's ATM using your HDFC Bank Debit Card. Free Gold Debit Card for primary account holder for lifetime of the account. Gold Debit Card for other account holders at Rs 250/- p.a. Free Woman's Advantage/International Debit Card for all account holders for lifetime of the account. Free Payable-at-Par (PAP) chequebook, without any usage charges upto a limit of 1 lac per month. Free Demand Drafts on HDFC Bank locations, upto a limit of 50,000/per day at home branch. Self/Third Party Cash Deposit/Withdrawal at non-home branches, upto Rs 50,000/- per day free. Above Rs 50,000 a charge of Rs 2.90 per thousand on the full amount would be applicable. Optional sweep out facility to transfer extra savings to a Fixed Deposit, at the threshold of Rs.50,000/-.In the event of the balance in SavingsMax account exceeding Rs 50,000/-, the amount in excess of Rs 50,000/- will be swept out in to a Fixed Deposit with a minimum value of Rs 25000/- for a 1year 1day period.

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Free BillPay & InstaAlerts for all account holders for lifetime of the account. Free Monthly Statement of Account. 50% off on the Locker rental for the 1st year only. National Electronic Funds Transfer facility, Free through Branches, Rs. 5 per transaction(plus taxes) through NetBanking. Free NetBanking, PhoneBanking & MobileBanking. Free Passbook facility available at home branch for account holders (individuals). Free Email Statement facility .

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Senior citizen accont

Features & Benefits

Shop with pride with your EasyShop International Debit Card offered free for life to the first applicant. Shop (Point Of Sale limit) upto Rs.25,000/- per day. Enjoy an enhanced cash withdrawal limit of Rs.25,000/- per day on the Debit Card for withdrawals at any HDFC Bank ATM.

Free cash withdrawals on any other Bank's ATM Payable-at-Par (PAP) chequebooks are issued free. With this facility, outstation cheques issued by you (for clearing) will be treated as local cheques, at any HDFC Bank location. What's more, enjoy free PAP usage upto Rs.50,000/- per month. A nominal charge of Re.1/- per 1000 will apply above Rs.50,000/- on the full amount. Keep a close eye on your account with the monthly account statements offered free OR Avail of free Passbook facility at your account branch

Use the third party cash transaction facility at non-account branches, to have your near and dear ones deposit / withdraw cash upto Rs.50,000/- per day on your behalf for free. Above Rs 50,000 a charge of Rs 2.90/- per 1000 on the full amount would be applicable.

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Special offers and benefits

Get preferential rates on FDs Special offers on new Demat Accounts

Annual Maintenance Charge (AMC) waived off for the first year 50% AMC from second year onwards Dematerialisation of physical shares free for lifetime Special offers on new Online Trading Accounts

Account opening charges Rs.499/- only 5 trades free .Valid for the next 3 months from the date of account opening

Gold Credit Card free Travellers Cheques issued free

Insurance Benefits:

Get Accidental Hospitalisation cover of Rs.50,000/- per annum. This is a reimbursement cover for the first applicant. You can also claim daily cash allowance* once a year (at Rs.500/- per day for a maximum of 15 days per year) for each day of hospitalisation due to an accident. All you need to do is use your HDFC Bank Debit Card at a Merchant Establishment for purchase transactions ! Your claim will be processed only if you have used your HDFC Bank Debit Card from the month of your accident.
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CURRENT ACCOUNT

Plus Current Account Trade Current Account Premium Current Account Regular Current Account RFC - Domestic Account Flexi Current Account Apex Current Account Max Current Account

Plus Current Account

Plus Current Account requires you to maintain an average quarterly balance of Rs. 100,000. Features & Benefits Free Account to account funds transfer between HDFC Bank accounts Free payment and collection through RTGS. Free payment and collection using NEFT (through Netbanking) Free up to 50 Demand Drafts per month and can be issued from any HDFC Bank Branch
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Free up to 50 Pay Orders (PO) per month and can be issued from any HDFC Bank Branch. Convenience to withdraw & deposit cash at all our branches 300 "At Par" cheque leaves free per month. Register for InstaAlert service and receive updates on your account as and when the select transaction happens - all this without visiting the branch or ATM! HDFC Bank offers you Doorstep Banking*, a channel, which is convenient, secure and hassle-free. Now, you can enjoy the benefits of banking right at your doorstep. The Bank will arrange to render the services like Cash & Cheque Pickup and Cash Delivery, through a reputed agency. Enjoy facilities like 24-hour Phone Banking, Net Banking and Mobile Banking.

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IXED DEPOSITS

Regular Fixed Deposit 5 Year Tax Saving Fixed Deposit Super Saver Facility Sweep-in Facility

Regular Fixed Deposit

Flexibility, Security and High Returns all bundled into one offering.

Features & Benefits

Potential to earn compound interest by reinvesting the principal amount along with the interest earned during the period. No penalty for premature withdrawal. Flexibility in altering period of deposit of renewal deposit, maturity and payment instructions, principal amount and rollover mode before maturity of the rollover deposit. Higher rate of interest on Fixed Deposits for Senior Citizens.

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Sweep-in Facility
Features & Benefits

Choose between a Savings Account or Current Account to link to your Fixed Deposit. Earn higher interest on the money till it is swept-in, while the remaining Fixed Deposit continues to earn you interest. Only an exact amount required to make up for the deficit in the Savings account is withdrawn from your Fixed Deposit (units of Re. 1/-) thereby minimising interest loss. Multiple deposits can be linked to the Savings account. Flexibility in altering the period of deposit, maturity and payment instructions, principal amount and rollover mode. You can avail of both, a SuperSaver Facility as well as a Sweep-In Facility if you have linked your deposits to a Savings Facility. Senior citizens enjoy a higher rate of interest on their Fixed Deposits. Avail an International Debit card and a Free cheque book on your Sweep-in Savings account.

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DEMAT ACCOUNT
HDFC BANK is one of the leading Depository Participant (DP) in the country with over 8 Lac demat accounts

HDFC Bank Demat services offers you a secure and convenient way to keep track of your securities and investments, over a period of time, without the hassle of handling physical documents that get mutilated or lost in transit. HDFC BANK is Depository particpant both with -National Securities Depositories Limited (NSDL) and Central Depository Services Limited (CDSL).

Features and Benefits

Settlement of Securities traded on the exchanges as well as off market transactions. Shorter settlements thereby enhancing liquidity. Pledging of Securities. Electronic credit in public issue. Auto Credit of Rights / Bonus / Public Issues / Dividend credit through ECS. Auto Credit of Public Issue refunds to the bank account. No stamp duty on transfer of securities held in demat form. No concept of Market Lots.
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Change of address, Signature, Dividend Mandate, registration of power of attorney, transmission etc. can be effected across companies held in demat form by a single instruction to the Depository Participant (DP). Holding / Transaction details through Internet / email. Secured & easy transaction processing

SAFE DEPOSIT LOCKERS

A Safe Deposit Locker with HDFC Bank is the solution to your concern. Located at select branches in cities all over the country, our lockers ensure the safe keeping of your valuables.

Advantages / Key Benefits

Wide Availability. Lockers available in various sizes. i.e. Small, Medium, Large and Extra Large with varying rents. Lockers are rented out for a minimum period of one year. Rent is payable in advance. No deposits are required to avail a locker. Just open an account and get the locker facility Direct debits for locker rentals from your account rid you of the hassles in writing out cheques. There is a nominal annual charge, which depends on the size of the locker and the centre in which the branch is located.
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Eligibility

An individual (not minor), firms, limited company, associations, clubs, trusts, societies, etc may hire a locker.

Nomination for Safe Deposit Locker

The Lockers and their contents can be nominated to people near and dear to you. Nomination facility is available to individual hirer of Safe Deposit Locker. In the case of a sole hirer of a safe deposit locker, nomination can be made in favour of only one individual. Where the safe deposit locker is hired in the name of a minor, the nomination shall be made by a person lawfully entitled to act on behalf of the minor.

Terms & Conditions

For obtaining a Locker at HDFC Bank you must be an account holder with our Bank.

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Lockers can be allotted individually as well as jointly. The Locker holder is permitted to add or delete names from the list of persons who can operate the Locker and can have access to it. Loss of Key is to be immediately informed to the concerned Branch.

LOANS
Personal Loans SmartDraft Home Loans Two Wheeler Loans New Car Loans Used Car Loans Express Loans Gold Loan Educational Loan Loan Against Securities Loan Against Property Loans Against Rental Receivables

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Health Care Finance Tractor Loans Commercial Vehicle Finance Working Capital Finance Construction Equipment Finance Warehouse Receipt Loan

Personal Loan

Features & Benefits

Borrow up to Rs 15,00,000 for any purpose depending on your requirements.

Flexible Repayment options, ranging from 12 to 60 months.

Repay with easy EMIs.

One of the lowest interest rates.

Hassle free loans - No guarantor/security/collateral required.

Speedy loan approval.

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Convenience of service at your doorstep.

Customer privilege

If you are an HDFC Bank salary account holder, they have a special offer for you If you are an existing Auto Loan customer with a clear repayment of 12 months or more from any of our approved financiers or us, you can get a hassle free personal loan (without income documentation). If you are an existing HDFC Bank Personal Loan customer with a clear repayment of 12 months or more, we can Top-Up your personal loan.

Credit Shield
In case of death or total permanent disability of the loanee,the loanee/nominee can avail of the Payment Protection Insurance (Credit Shield) which insures the principle outstandings on the loan upto a maximum of the loan amount.Principle outstanding is defined as the amount of loan outstanding (not including any arrears in payment or interest thereon) at the Date of Loss,having accounted for payments made and interest accruing as determined in the Policy. Hence,the amount covered does not include any principal added because of non - payment of EMI and also will not include interest/ accrued charges.

Personal Accident Cover

In order to ensure that your family is taken care of we also offer a Personal Accident cover of Rs.2,00,000 at a nominal premium.

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 EDUCATION LOAN
Exclusive Offer For Premier Institutes HDFC Bank education loans pleased to offer student loans with special features for the students who have secured admission in Premier Institutes Institute Category Management Institutes Programme Special Features

Post-Graduate Diploma 1. Unsecured Lending Upto 12 In Management( Two- LakhsNo Third Party Year) Guarantee Or Collateral 2. Loan Tenure Upto 84 Months Including Moratorium Post-Graduate 1. Unsecured Lending Upto 15 Programme In Lakhs-No Third Party Management For Guarantee Or Collateral Executives(One-Year) Required. 2. Loans Above INR 15 Lakhs will be secured by adequate collateral. a. Residential Property b. HDFC Bank Fixed Deposit c. LIC/KVP/NSC 3. Loan Eligibility Based On Applicant Last Drawn Salary or Co-Applicant Income or combination of both. 4. Loan Tenure Upto 72 Months Including 15 Months of Moratorium. Important Document 1. Lien On Certificate and Transcripts.

Management InstitutesISB,IIMS

CARDS
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They have a range of Cards help you meet your financial objectives. So whether you are looking to add to your buying power, conducting cashless shopping, or budgeting your expenditure, you will find a card that suits you.

Credit Cards
Besides arming you with unmatched spending power, ther Credit Cards are designed to meet your unique needs. Choose one that's tailored for you. The best credit cards are available here, including even the online credit cards service

Classic Cards

Silver Credit Card Premium Cards Gold Credit Card Titanium Credit Card Woman's Gold Card Platinum Plus Credit Card Visa Signature Credit Card World MasterCard Credit Card

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 Special Benefit Cards

Value Plus Credit Card

Commercial Cards

Corporate Platinum Credit Card Corporate Credit Card Business Credit Card

Debit Cards

HDFC Bank Debit Cards give you complete and instant access to the money in your accounts without the risk or hassle of carrying cash.

Classic Cards

EasyShop International Debit Card

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Specialized Cards

EasyShop International Business Debit Card EasyShop Woman's Advantage Debit Card EasyShop NRO Debit Card Kisan Card EasyShop Pro Gold Debit Card

Premium Cards

EasyShop Gold Debit Card

Prepaid Cards
Besides offering convenience, our Prepaid Cards have been tailored to answer our travel and gifting needs.

ForexPlus Cards

Prepaid Travel Card - to manage your overseas expenses.

FoodPlus Cards vouchers.

Prepaid FoodPlus Card - Freedom from cumbersome meal

GiftPlus Cards

Prepaid Gift Card - Gift the freedom of choice!

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MoneyPlus Card disbursement

The Corporate Payment Card - Freedom from cash

administrative hassles.

INVESTMENT ANS INSURANCE

When you bank with them, they ensure your money is not just in safe hands; it also works to your advantage. they help you invest wisely through our financial and investment services. Profit from our expertise.

Mutual Funds Tax Planning Life Insurance Health Insurance General Insurance Bonds

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43

Mutual Funds
Mutual funds are funds that pool the money of several investors to invest in equity or debt markets. Mutual Funds could be Equity funds , Debt funds or balanced funds. Advantages of Investing into a Mutual Fund:

The reason that mutual funds are so popular is that they offer the ability to easily invest in increasingly more complicated financial markets. A large part of the success of mutual funds is also the advantages they offer in terms of diversification, professional management and liquidity.

Flexibilty - Mutual Fund investments also offers you a lot of flexibility with features such as systematic investment plans, systematic withdrawal plans & dividend reinvestment. Affordability - They are available in units so this makes it very affordable. Because of the large corpus, even a small investor can benefit from its investment strategy. Liquidity - In open ended schemes, you have the option of withdrawing or redeeming your money at any point of time at the current NAV Diversification - Risk is lowered with Mutual Funds as they invest across different industries & stocks. Professional Management - Expert Fund Managers of the Mutual Fund analyse all options based on experience & research Potential of return -The fund managers who take care of your Mutual Fund have access to information and statistics from leading economists and analysts around the world. Because of this, they are in
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a better position than individual investors to identify opportunities for your investments to flourish.

Low Costs - The benefits of scale in brokerage, custodial and other fees translate into lower costs for investors. Regulated for investor protection - The Mutual Funds sector is regulated to safeguard the investor's interests.

What is a Systematic Plans?

Systematic Investment Plan is an approach to investing within managed investments which involves investing a set of amount at regular intervals rather than investing a larger lump sum amount in one shot. By investing this way you are not attempting to capture the highs and lows of the market but rather the cost of your investment is averaged over a period of time. The essence of SIPs is that when the markets fall investors automatically acquire more units. Likewise they acquire lesser units when the market rises. This means that you buy less when the price is high whereas you buy more the price is low. Hence the average cost per unit drops down over a period of time. Consider the following example of two rational people who each invest the same amount of money into a managed fund over a period of time. Investor A decides to invest Rs. 10000 now. Investor B decides to invest by way of an SIP - Rs. 1000 each month.

Month

Investor A

Units

Investor
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B Units

Unit Price

(In Rs.) 1 2 3 4 5 6 7 8 9 10 10000 0 0 0 0 0 0 0 0 0

Purchased 1000 0 0 0 0 0 0 0 0 0 1000

(In Rs.) 1000 1000 1000 1000 1000 1000 1000 1000 1000 1000 Rs. 10000 Rs. 11988

Purchased 100.0 105.3 114.3 115.6 118.3 125.0 117.6 107.5 95.2 90.9 1089.8 10.0 9.5 8.8 8.7 8.5 8.0 8.5 9.3 10.5 11.0

Total Rs.10000 Investment Total Value Rs.11000

The table shows that Investor B is in a better position by investing through a Systematic Investment. It shows that at the end of the investment period of 10 months Investor A who made an Lump sump investment has 1000 units in his portfolio has a market value of Rs. 11000. Whereas, Investor B who made investments through an SIP has 1090 units in his portfolio which has a market value of Rs. 11988.

Advantages of SIP

Power of Compounding - The longer the period of your investment, the more wealth you accumulate because of the power of compounding. Thats why it makes sense to start investing early.
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Simply put, the incremental returns that you earned on your principal plus the accrued gains is compounding.

Power of Compounding - The longer the period of your investment, the more wealth you accumulate because of the power of compounding. Thats why it makes sense to start investing early. Simply put, the incremental returns that you earned on your principal plus the accrued gains is compounding.

Life Insurance
Insurance Life insurance is designed to offer financial protection for you and your family during the times of uncertainties. Choose from a range of traditional insurance and unit linked plans designed to help you with your savings, retirement, investment and protection needs.

Traditional Plans

HDFC HDFC HDFC HDFC HDFC HDFC HDFC HDFC

Children's Plan Money Back Plan Savings Assurance Plan Assurance Plan Assurance Plan Loan Cover Term Assurance Plan Endowment Assurance Plan Single Premium Whole of Life

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Unit Linked Plans

HDFC Unit Linked Young Star Plus II HDFC Unit Linked Endowment Plus II HDFC Unit Linked Enhanced Life Protection II HDFC Unit Linked Pension II HDFC Unit Linked Endowment II HDFC Unit Linked Young Star II HDFC Unit Linked Pension Maximiser II HDFC Unit Linked Youngstar Champion HDFC Unit Linked Endowment Winner.

General & Health Insurance

Home Insurance
You build your dream homes to house your loved ones. And then you nurture it with great care. With our vast insurance plans secure your most valued possessions, your home, against all risks.

Health Insurance
Now you can protect yourself from costly medical bills in case of any emergency. Our range of health plans covers you and your family against expensive medical care.

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Travel Insurance
While traveling alone, or with friends and families, for business or for pleasure - you are exposed to many travel related risks. While on the move, far from home, our Travel Companion will give you total protection from all risks.

Car / Motorbike Insurance

Your vehicle is exposed to lot of risks putting yourself, your family in trouble in case of accident. Get benefit of speedy cashless claim settlement.

Shop / Office Insurance

Your office is a hive of activity. Major investment, time and effort goes into building up your business. Our office package is the best way to protect your business from loss due to unexpected contingencies.

Mudra gold bars

HDFC Bank presents, an offering worth its weight in gold. Mudra is a 24 Carat, 99.99% pure gold bar that you can purchase for investment or gifting. Gold continues to be one asset that appreciates steadily. HDFC Bank now offers Pure Gold bars imported from Switzerland with an Assay certification, signifying the highest level of purity as per international standards.

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Mudra Gold Bars are currently available in 2.5, 5 g, 10 g, 20g and 50 g denominations. The Gold Bars are presented in tamper-proof certicard packs.

Mudra Gold Bars are competitively priced based on the daily prices in the international bullion market. The price is inclusive of customs duty and other charges involved in the retailing of gold bars.

Forex and trade services

If you are a frequent flyer for business or often holiday abroad? and you are an importer/exporter of foreign and Indian goods? If you need to deal in foreign currency and keep tabs on exchange rates every now and then, transfer monies to India, make payments etc., HDFC Bank has a range of products and services that you can choose from to transact smoothly, efficiently and in a timely manner.

They offer the following Foreign Exchange Products and Services. Foreign Exchange and Trade Services

Travellers Cheques Foreign Currency Cash Foreign Currency Drafts Cheque Deposits Remittances Cash to Master Trade Services Forex Services Branch Locator

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EXTRACT FROM QUESTIONNAIRE ON HDFC BANK

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CUSTOMER SATISFACTION LEVEL

Customer satisfaction is a post purchase experience that a customer gets after the consumption of product and services and becomes deciding factor for customer to make rational decision of repurchase and to recommend it to others. But in a truly service industry service is provided, consumed and analyzed at the point of consumption of services, this study is mainly focus on measurement of customer satisfaction related to service offered and rendered at HDFCBANK. This study gives a birds eye view of hard and soft services provided by HDFC BANK (retail) to there client. Recommending the services, rating the experience with HDFC BANK, services charges and suggestions wee some of the aspects explored. Rating the product, handling of complaint calls, response time, repeat calls encounter and over all level of satisfaction were some of the issues were also discovered. To accomplish the task, a survey was carried in and around city (retail outlets of HDFC BANK) with a sample of 200 respondent taken on a random basis approaching the customers at there houses and who walked in during banking hours, a structured questionnaire was prepared and administered and the data so collected was analyzed by percentages method.

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TOPIC OF PROJECT

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Study on measurement of customer satisfaction level with respect to financial product of HDFC

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RESEARCH OBJECTVES

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 To find awareness amongst people about financial products of HDFC bank. To find the awareness of ATM services by HDFC bank. To identify the satisfaction level of people with respect to products of HDFC bank.

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RESEARCH METHODOLOGY

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 Type of research Sampling technique : Sample size Sample Unit

Descriptive Convenience Sampling

: : :

200 Respondents Individual Customer Customer of HDFC in Varanasi

Universe

Type of data used Data collection Data Analysis :

: :

Primary data Questionnaire Graphical Representation (Bar, column & pie

chart)

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FINDINGS

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 34% people want convenience and 20% banking hours 48% need service while opening an account. 28% Respondents likes to deal with HDFC BANK, 22% like to have there account in ICICI, 17% preferred KOTAK, 14% wants IDBI, 9% wants ING VYSYA, and 10% preferred other banks. On the question of satisfaction from the banker 58% responded Yes and 40% says NO and about 2% were confused on the question. In the survey the total number of customers is 200. In which the HDFC BANK customers are 100 and other bank customers are 100. In the survey the total number of customers is 200. In which the excellent are 30, very good are 65, good are 55, average are 40 and below average are 10 customer. The large percentage is about DMAT, Kids, Loans, this shows that city peoples are increasing there investment and we have to make the customers aware of DMAT a/c and other investing instruments

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ANALYSIS and INTERPRETATION

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FACTORS FOR ACCOUNT OPENING Convenience Banking Hours Services 34 20 46

34 46 Convenience Banking Hours Services

20

Almost all the three banks stood near each other HDFC 30%, ICICI 32% that is almost equal. For the purpose of this research it was absolutely imperative for me to find out what the customer want from their banks. It was also necessary to find out the customers profile, i.e. age, gender, monthly income, occupation and also the current bank with whom he/she is banking. This required me to get a detailed questionnaire filled by the concerned person. A detailed area wise analysis was also carried out to find out which bank was most prevalent in a particular area. This research will provide HDFC bank with information like customers need, wants, and also the customers behavior.34% people want
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convenience and 20% banking hours 48% need service while opening an account.

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BANKING PREFRENCE HDFC ICICI KOTAK IDBI ING VYSYA OTHERS 28 22 17 14 9 10

OTH ER ING V S A YY ID I B K OTAK IC I IC H F BANK DC 0 1 0 20 30

28% Respondents likes to deal with HDFC BANK, 22% like to have there account in ICICI, 17% preferred KOTAK, 14% wants IDBI, 9% wants ING VYSYA, and 10% preferred other banks.

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CUSTOMER SATISFACTION LEVEL Yes No Cant Say 58 40 2

ca say nt no yes 0 5 0 1 00

S IS AC ION AT F T L VE OF E L E IS ING X T C T US OME RS

On the question of satisfaction from the banker 58% responded Yes and 40% says NO and about 2% were confused on the question.

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1. Do you have HDFC BANK account? Yes 100 No 66 Cant say 44

10 0 8 0 6 0 4 0 2 0 0 Ys e N o Cn s y at a

In the survey the total number of customers is 200. In which the HDFC BANK customers are 100 and other bank customers are 100

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2.How do you rate the services / features of the banker? Excellent Very good Good Average Below average 30 65 55 40 10

In the survey the total number of customers is 200. In which the excellent are 30, very good are 65, good are 55, average are 40 and below average are 10 customer.

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3.You would like to have more information on which of the HDFC BANK product

Normal saving A/c Sr A/c citizen

12 30 24 33 15 33 33

Kids A/c D-MAT A/c FD Loans Gold Bar

The large percentage is about DMAT, Kids, Loans, this shows that city peoples are increasing there investment and we have to make the customers aware of DMAT a/c and other investing instruments

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4.How do you rate the behavior of the staff? Excellent Vary good Good Average Below average 15 120 30 25 10

Ex cellent V g ary ood Good Averag e Below averag e

The behavior of staff is rated very well by 60% of the peoples but there is need of more improvement to avoid rating below average.

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5.Are you satisfied with numbers of ATMs?

Yes 57

No 143

Y es No

About 70% of the customers are not satisfied with numbers of ATM present in the city there fore it must be increased.

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6.How do you give points (out of 50) to the private banks as per the services and features being offered to you?

HDFC ICICI AXIS BANK ING VYSA OTHERS

30 32 27 9 2

Almost all the three banks stood near each other HDFC 30%, ICICI 32% that is almost equal. For the purpose of this research it was absolutely imperative for me to find out what the customer want from their banks.

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SUGGESTION

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 The bank should try to improve the ATM services, as it is one of the major reason of dissatisfaction among the customers as majority of those who were dissatisfied were on account of non availability of cash in ATMs. The bank should increase the number of branches in the CITY as people feel that the bank has very few branches in the city. The bank needs to make people aware about the basic concept of account and the benefits that they can derive out of it and also the differential features of its different account as compared to other banks. More than 65% of people did not even know about the concept and features of differential accounts of the bank.

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CONCLUSION

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 It was also found in my analysis that people want free of cost doorstep services since HDFC BANK is having merely 2 branches in the city The bank should target individuals in age group of 25+ for whom maintenance of AQB is not a problem. The customer satisfaction level is quite satisfactory in HDFC BANK, so bank must concentrate on customers first. For having a qualified sales persons college students or fresh graduates from reputed college can be hired on part time basis.

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LIMITATION

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 The universe for the study was only HDFC customers of Varanasi.

The study was conducted with a time constraint so the sample size has not been more than 200.

Few of the respondents do not want to give their personal investment information.

Questionnaire is not sufficient to reach on any conclusion.

Result found through analysis on the basis of information provided by the respondents may slightly differ from that of actual ones.

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SWOT ANALYSIS OF HDFC BANK

STRENGTH Strong brand image Dedicated sales team Value added service

WEAKNESS Rigid eligibility criteria Weak customer management Centralized structure High AQB Limited number of ATM present in the city Problem of power supply in branch Shortage of login within bank staff ID code relations

OPPURTINITY Large untapped market Distinguishable product

THREATS Presence competitor of strong

Aggressive marketing by competitors Various investment schemas with high return

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RECOMMENDATIO NS

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The bank should try to improve the ATM services, as it is one of the major reason of dissatisfaction among the customers as majority of those who were dissatisfied were on account of non availability of cash in ATMs. The bank should increase the number of branches in the CITY as people feel that the bank has very few branches in the city. The bank needs to make people aware about the basic concept of account and the benefits that they can derive out of it and also the differential features of its different account as compared to other banks. More than 65% of people did not even know about the concept and features of differential accounts of the bank. Also it was found in my analysis that the customers dont mind keeping a high balance in there account and the bank should tap this fact by keeping a higher AQB and reduce the charges of different services which customers have a problem paying for. Only about 10% of the customers considered it to be an important issue for deciding on there banking preferences. It was also found in my analysis that people want free of cost doorstep services since HDFC BANK is having merely 2 branches in the city The bank should target individuals in age group of 25+ for whom maintenance of AQB is not a problem. The customer satisfaction level is quite satisfactory in HDFC BANK, so bank must concentrate on customers first. For having a qualified sales persons college students or fresh graduates from reputed college can be hired on part time basis

Though the bank offers many free services but the customers still not trust the services, so bank must popularize these services to gain an edge over nationalized banks.

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BIBLIOGRAPHY

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www.hdfcbank.com www.nseindia.com www.mutualfundindia.com www.amfi-india.com www.google.com

Broachers

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ANNEXURE

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QUESTIONNAIRE
Name: .. Age: Address: .. Contact no.: .. E-mail: Occupation: Housewife service student business other retired

Annual income:

<50000 100000 300000

50000 100000 >300000

Resident type: Company provided

owned

rental

ancestral

Do you have an account with any bank?

Yes

No

If yes

HDFC

SBI

ICICI

UBI

PNB

other(pls pecify). Type of account: Salary A/c Insurance Current A/c SI Mutual funds fixed deposit Saving A/c D mat A/c

Are you satisfied by the service provided by the bank? No

Yes

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Are you satisfied by the ATM service provided by the bank?

Yes

No

Would you like to have some knowledge about HDFC bank & its product? Yes No

About which type of products among followings Saving A/c Insurance SIP Tax benefit Current A/c debit card Salary A/c Senior citizen offers Mutual fund Credit cards Loans Other

Would you like to open an Account with HDFC bank?

Yes

No

IF yes: Salary A/c Insurance

Current A/c SIP fixed deposit

Saving A/c Mutual funds

D mat A/c

Date: .. Place: . (SIGNATURE)

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