a dessertation report on opening savings accounts by meeting customers

CHAPTER1- INTRODUCTION

1.1 THE TOPIC: “OPENING SAVINGS ACCOUNTS BY MEETING CUSTOMERS”

At HDFC Bank, I was assigned with the topic as “Opening Savings Accounts by Meeting

Customers” for my project work. I joined the company as a Sales Executive. The selection of the

topic was to know how the company generates business through them.

Sales Executives are those sources of a company who have their own relations and personal

contacts among common public that they use to generate business through. Company has certain

criteria to recruit these Sales Executives. The steps are as follows.

He should be at least 12th passed.

He should have good personal contacts.

He should have convincing power.

He should be above 18th year old.

Once he through all these steps of recruitment, he becomes the Sales Executive of the

company and reserve the right to sale the various products to any prospect client also he is paid

the commission a certain percentage. There are some reward and tour package also.

Projectsformba.blogspot.com

1.2 REASON FOR SELECTION OF THIS TOPIC:

The financial sector is one of the booming and increasing sectors in India. The Sales Executives

are one of the most powerful, efficient and effective channel through which the company sales its

various types of financial products. It is really difficult to convince customers and sell a single

product but since these executives have their own personal contacts which make the entire task

easier to sell a product. Whereas in my entire project work I found my interest in working in a

team, dealing with customers and finally convincing them to open an account with the bank.

1.3 IMPORTANCE TO THE COMPANY:

The ultimate purpose of giving me this topic was to know about the customer’s perceptions

about the different products of the bank, how these products can attract them and how the

company can generate maximum profit by convincing them through sales executives.

1.4 LEARNING FROM THE STUDY:

The process of recruitment for Sales Executives of HDFC Bank.

Different products and services provided by the bank.

Customers’ perception about the different products.

The brand image of the bank.

What are the problems faced by these sales executives daily basis.

How to communicate with the customers.

Different techniques of dealing with the customers.

How to convince and convert a customer into a real customer.


CHAPTER 2-ORGANIZATION PROFILE

2. COMPANY HISTORY

2.1FORMATION OF THE COMPANY

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.

PROMOTER

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

BUSINESS FOCUS

HDFC 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.


CAPITAL STRUCTURE

The authorized capital of HDFC Bank is Rs550 crore (Rs5.5 billion). The paid-up capital is Rs424.6 crore (Rs.4.2 billion). The HDFC Group holds 19.4% of the bank's equity and about 17.6% of the equity is held by the ADS Depository (in respect of the bank's American Depository Shares (ADS) Issue). Roughly 28% of the equity is held by Foreign Institutional Investors (FIIs) and the bank has about 570,000 shareholders. The shares are listed on 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'.

TIMES BANK AMALGAMATION

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.

DISTRIBUTION NETWORK

HDFC Bank is headquartered in Mumbai. The Bank at present has an enviable network of over 1229 branches spread over 444 cities across India. All branches are linked on an online real-time basis. Customers in over 120 locations are also serviced through Telephone Banking. The Bank's expansion plans take into account the need to have a presence in all major industrial and commercial centers where its corporate customers are located as well as the need to build a strong retail customer base for both deposits and loan products. Being a clearing/settlement bank to various leading stock exchanges, the Bank has branches in the centers where the NSE/BSE has a strong and active member base.

The Bank also has a network of about over 2526 networked ATMs across these cities. Moreover, HDFC Bank's ATM network can be accessed by all domestic and international Visa/MasterCard, Visa Electron/Maestro, Plus/Cirrus and American Express Credit/Charge cardholders.


MANAGEMENT

Mr. Jagdish Capoor took over as the bank's Chairman in July 2001. Prior to this, Mr. Capoor was a Deputy Governor of the Reserve Bank of India.

The Managing Director, Mr. Aditya Puri, has been a professional banker for over 25 years and before joining HDFC Bank in 1994 was heading Citibank's operations in Malaysia.

The Bank's Board of Directors is composed of eminent individuals with a wealth of experience in public policy, administration, industry and commercial banking. Senior executives representing HDFC are also on the Board.

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

TECHNOLOGY

HDFC Bank operates in a highly automated environment in terms of information technology and communication systems. All the bank's branches have online connectivity, which enables the bank to offer speedy funds transfer facilities to its customers. Multi-branch access is also provided to retail customers through the branch network and Automated Teller Machines (ATMs).

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

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

BUSINESS FOCUS

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.

RATINGI. Credit Rating

The Bank has its deposit programs 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".

The Bank also has its long term unsecured, subordinated (Tier II) Bonds rated by CARE and Fitch Ratings India Private Limited and its Tier I perpetual Bonds and Upper Tier II Bonds rated by CARE and CRISIL Ltd. CARE has assigned the rating of "CARE AAA" for the subordinated Tier II Bonds while Fitch Ratings India Pvt. Ltd. has assigned the rating "AAA (ind)" with the outlook on the rating as "stable". CARE has also assigned "CARE AAA [Triple A]" for the Banks Perpetual bond and Upper Tier II bond issues. CRISIL has assigned the rating "AAA / Stable" for the Bank's Perpetual Debt programme and Upper Tier II Bond issue. In each of the cases referred to above, the ratings awarded were the highest assigned by the rating agency for those instruments.

II. Corporate Governance Rating

The bank was one of 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.


2.2 PRODUCT SCOPE:

HDFC Bank offers a bunch of products and services to meet the every need of the people. The

company cares for both, individuals as well as corporate and small and medium enterprises.

For individuals, the company has a range accounts, investment, and pension scheme,

different types of loans and cards that assist the customers. The customers can choose the

suitable one from a range of products which will suit their life-stage and needs.

For organizations the company has a host of customized solutions that range from

Funded services, Non-funded services, Value addition services, Mutual fund etc. These

affordable plans apart from providing long term value to the employees help in enhancing

goodwill of the company.

The products of the company are categorized into various sections which are as follows:

Accounts and deposits.

Loans.

Investments and Insurance.

Forex and payment services.

Cards.

Customer center.


http://www.hdfcinsurance.com/products/group.asp

http://www.hdfcinsurance.com/products/individual.asp

2.3 PRODUCTS AND SERVICES AT A GLANCE

1. PERSONAL BANKING

A. Accounts & Deposits

- Regular Savings Account

- Savings Plus Account

- SavingsMax Account

- Senior Citizens Account

- No Frills Account

- Institutional Savings Account

- Payroll Salary Account

- Classic Salary Account

- Regular Salary Account

- Premium Salary Account

- Defence Salary Account

- Kid's Advantage Account

- Pension Saving Bank Account

- Family Savings Account

- Kisan No Frills Savings Account

- Kisan Club Savings Account

- Plus Current Account

- Trade Current Account

- Premium Current Account


- Regular Current Account

- Apex Current Account

- Max Current Account

- Reimbursement Current Account

- RFC - Domestic Account

- Regular Fixed Deposit

- Super Saver Account

- Sweep-in Account

- HDFC Bank Preferred

- Private Banking

B. Loans

- Personal Loans

- Home Loans

- Two Wheeler Loans

- New Car Loans

- Used Car Loans

- Overdraft against Car

- Express Loans

- Loan against Securities

- Loan against Property

- Commercial Vehicle Finance

- Working Capital Finance

- Construction Equipment Finance

- Offers & Deals


- Customer Center

C. Investments & Insurance

- Mutual Funds

- Insurance

- Bonds

- Financial Planning

- Knowledge Centre

- Equities & Derivatives

- Mudra Gold Bar

D. Forex Services

- Trade Finance

- Travelers’ Cheques

- Foreign Currency Cash

- Foreign Currency Drafts

- Foreign Currency Cheque Deposits

- Foreign Currency Remittances

- Cash To Master

- ForexPlus Card

E. Payment Services

- Net Safe

- Prepaid Refill


- Bill Pay

- Direct Pay

- Visa Money Transfer

- E-Monies Electronic Funds Transfer

- Excise & Service Tax Payment

F. Access Your Bank

- One View

- Insta Alerts

- Mobile Banking

- ATM

- Phone Banking

- Branch Network

G. Cards

- Silver Credit Card

- Gold Credit Card

- Woman's Gold Credit Card

- Platinum plus Credit Card

- Titanium Credit Card

- Value plus Credit Card

- Health plus Credit Card

- HDFC Bank Idea Silver Card

- HDFC Bank Idea Gold Card

- Compare Cards


- Transfer & Safe

- Track your Credit Card

H. Get More from Your Card

- Offers & Savings

- My Rewards

- Insta Wonderz

- Add-On Cards

- Credit Card Usage Guide

- Easy EMI

- Net safe

- Smart Pay

- Secure Plus

- My City Benefit Card

- Debit Cards

- Easy Shop International Debit Card

- Easy Shop Gold Debit Card

- Easy Shop International Business Debit Card

- Easy Shop Woman's Advantage Debit Card

- Prepaid Cards

- Forex Plus Card

- Kisan Card

I. Customer Centre

- Offers & Deals


- Winners of Contests & Promotions

2. Wholesale Banking

A. Corporate

Funded Services

Non Funded Services

Value Added Services

Internet Banking

B. Small & Medium Enterprises

Funded Services

Non-Funded Services

Specialized Services

Internet Banking

C. Financial Institutions & Trusts

Banks

Financial Institutions

Mutual Funds

Stock Brokers


2.3. MILESTONES IN THE HISTORY

HDFC Bank began its operations in 1995 with a simple mission: to be a "World-class Indian Bank". They realized that only a single-minded focus on product quality and service excellence would help us get there. Today, they are proud to say that they are well on our way towards that goal.

It is extremely gratifying that their efforts towards providing customer convenience have been appreciated both nationally and internationally.

2007

Business Today-Monitor Group survey One of India's "Most Innovative Companies".

Financial Express-Ernst & Young Award Best Bank Award in the Private Sector category.

Global HR Excellence Awards - Asia Pacific HRM Congress:

‘Employer Brand of the Year 2007-2008’-Award- First Runner-up.

Business Today ‘Best Bank Award’.Dun & Bradstreet – American Express Corporate Best Bank Award 2007

‘Corporate Best Bank’-Award.

The Bombay Stock Exchange and Nasscom Foundation's Business for Social Responsibility Awards 2007

‘Best Corporate Social Responsibility Practice’ Award.

Outlook Money & NDTV Profit Best Bank Award in the Private sector category.

The Asian Banker Excellence in Retail Financial Services Awards

Best Retail Bank in India.

Asian Banker Managing Director Aditya Puri won the Leadership achievement Award for India.

2006

Business Today Best Bank in India.Forbes Magazine One of Asia Pacific's Best 50 companies.Business world Best listed Bank of India.The Asset Magazine's Triple A Country Best Domestic Bank.


AwardsAsiamoney Awards Best Local Cash Management Bank in

Large and Medium segments.Euromoney Awards "Best Bank" in India.

2005

Asiamoney Awards Best Domestic Commercial BankAsiamoney Awards Best Cash Management Bank - India .The Asian Banker Excellence Retail Banking Risk Management

Award in India.Hong Kong-based Finance Asia magazine Best Bank in IndiaEconomic Times Awards "Company of the Year" Award for

Corporate Excellence.The Asset Triple A Country Awards Best Domestic Bank in India Region -

2005The Business Today-KPMG Survey Best Local Cash Management Bank in

India US$11-100m - 2005The Business Today-KPMG Survey "Best Bank in India" for the third

consecutive year in 2005.Economic Times - Avaya Global Connect Customer Responsiveness Awards

"Most Customer Responsive Company - Banking and Financial Services - 2005

2004

Asiamoney Awards Best Local Cash Management Bank in India US$11-100m

Asiamoney Awards Best Local Cash Management Bank in India >US$501m

Asiamoney Awards Best Local Cash Management Bank in India 1989-2004 (poll of polls)

Asiamoney Awards Best Overall Domestic Trade Finance Services in India - 2004

Asiamoney Awards Most Improved company for Best Management Practices in India - 2004

Business World One of India's Most Respected Companies - 2004

Forbes Global Best Under a Billion, 100 Best Smaller Size Enterprises in Asia/Pacific and Europe - 2004

Asian Banker Awards Operational Excellence in Retail Financial Services - 2004

The Asset Triple A Country Awards Best Domestic Bank in India - 2004


2003

Forbes Global Best Under a Billion, 200 Best Small Companies - 2003

The Asset Triple A Country Awards Best Domestic Bank in India -2003BusinessWorld - The Business World Most Respected Company Awards

One of India's Most Respected Companies

The Asset magazine Best Cash Management BankThe Asset magazine Best Trade Finance BankFE-Ernst & Young Best Banks Survey Best New Private Sector Bank - 2003Outlook Money Best Bank in the Private Sector – 2003Business Today Best Bank in India -2003NASSCOM & economictimes.com - IT Users Awards

Best IT User in Banking -2003

2002

Hong Kong-based Finance Asia magazine Best Local Bank - IndiaHong Kong-based Finance Asia magazine "Best Local Bank - India"Euromoney magazine "Best Bank in IndiaAsiamoney magazine Commercial Bank in India 2002

2001

Hong Kong-based Finance Asia magazine Best Domestic Commercial Bank - IndiaHong Kong-based Finance Asia magazine "Best Domestic Commercial Bank -

IndiaEuromoney magazine "Best Bank in IndiaForbes Global Named in The 300 Best Small

Companies one of the "20 for 2001" best FE-E&Y Best Banks small companies

The Economic Times Awards for Corporate Excellence as the Emerging Company of the Year

2000


Hong Kong-based Finance Asia magazine Best Domestic Commercial Bank - IndiaHong Kong-based Finance Asia magazine "Best Domestic Commercial Bank -

IndiaEuromoney magazine Best Domestic BankBusiness India " India 's Best Bank"Forbes Global Named in The 300 Best Small

Companies one of the "20 for 2001" best FE-E&Y Best Banks small companies

2.4. MERGER

HDFC Bank and Centurion Bank of Punjab merger at share swap ratio of 1:29

The Boards of HDFC Bank and Centurion Bank of Punjab met on 25 February, 2008 and approved, subject to due diligence, the share swap ratio for the proposed merger of CenturionBank of Punjab with HDFC Bank. The Scheme of Amalgamation envisages a share exchange ratio of one share of HDFC Bank for twenty nine shares of Centurion Bank of Punjab.

The combined entity would have a nationwide network of 1,148 branches (the largest amongst private sector Banks) a strong deposit base of around Rs. 1,200 billion and net advances of around Rs. 850billion. The balance sheet size of the combined entity would be over Rs. 1,500 billion.

Commenting on the proposed merger, Mr. Deepak Parekh, Chairman, HDFC said, “We wereamongst the first to get a banking license, the first to do a merger in the private sector with Times Bank in 1999, and now if this deal happens, it would be the largest merger in the private sector banking space in India. HDFC Bank was looking for an appropriate merger opportunity that would add scale, geography and experienced staff to its franchise. This opportunity arose and we thought it is an attractive route to supplement HDFC Bank’s organic growth. We believe that Centurion Bank of Punjab would be the right fit in terms of culture, strategic intent and approach to business.”

Mr. Aditya Puri, Managing Director, HDFC Bank said, “These are exciting times for the Indian banking industry. The proposed merger will position the combined entity to significantly exploit opportunities in a market globally recognized as one of the fastest growing. I’m particularly bullish about the potential of business synergies and cultural fit between the two organizations. The combined entity will be an even greater force in the market.”

Mr. Rana Talwar, Chairman, Centurion Bank of Punjab stated, “Over the last few years, Centurion Bank of Punjab has set benchmarks for growth. The bank today has a large nationwide network, an extremely valuable franchise, 7,500 talented employees, and strong leadership positions in the market place. I believe that the merger with HDFC Bank will create a world class


bank in quality and scale and will set the stage to compete with banks both locally as well on a global level.”

Mr. Shailendra Bhandari, Managing Director and CEO, Centurion Bank of Punjab said, “We are extremely pleased to receive the go ahead from our board to pursue this opportunity. A merger between the banks provides significant synergies to the combined entity. The proposed merger would further improve the franchise and customer proposition offered by the individual banks.”

2.5 FINANCIAL FIGURE

UNAUDITED FINANCIAL RESULTS FOR THE QUARTER ENDED JUNE 30, 2008

Particulars Quarter ended30.06.08

Quarter ended30.06.07

Year ended 31.03.08

Unaudited Unaudited Audited1

2

345

6

7

8

Interest Earned (a)+(b)+(c)+(d)a) Interest/discount on advances/billsb) Income on Investmentsc) Interest on balances with ReserveBank of India and other interbank fundsd) Others

Other Income

A) TOTAL INCOME (1) + (2)Interest ExpendedOperating Expenses (i) + (ii)i) Employees costii) Other operating expenses

B) TOTAL EXPENDITURE (4)+(5) (excluding Provisions & Contingencies)

Operating Profit before Provisions and Contingencies (3) -(6)

Provisions (Other than tax) and Contingencies

36217326363895121

2426988

59342

4215151898261289385405874880

318764

102751

34447

20691614536256047

5337170

57254

264170108364774382838849050

185802

78368

30712

1011500696673287204

27239384

228315

1239815488712374562130135244427

863274

376541

148478


9

10

11

12

13

14

15

16

17

18

Exceptional Items

Profit / (Loss) from ordinary activities before tax (7-8-9)

Tax Expense

Net Profit / (Loss) from Ordinary Activities after tax (10-11)

Extraordinary items (net of tax expense)

Net Profit / (Loss) (12-13)

Paid up equity share capital (Face Value of Rs.10/- each)

Reserves excluding revaluation reserves (as per balance sheet of previous accounting year)Analytical Ratios(i) Percentage of shares held by Government of India(ii) Capital Adequacy Ratio(iii) Earnings per share (Rs.)(a) Basic EPS before & after extraordinary items (net of tax expense) –not annualized(b) Diluted EPS before & after extraordinary items (net of tax expense) -not annualized(iv) NPA Ratios(a) Gross NPA(b) Net NPA(c) % of Gross NPA to Gross Advances(d) % of Net NPA to Net Advances(v) Return on assets (average) - not annualizedPublic Shareholding- No. of shares- Percentage of Shareholding

-

68304

21869

46435

-

46435

42462

-

NIL12.2%

11.0

10.8

150274496071.5%0.5%0.3%

34217377680.6%

-

47656

15533

32123

-

32123

33319

-

NIL13.1%

1 0.0

1 0.0

71016214241.3%0.4% 0.3%

25074400875.3%

-

228063

69045

159018

-

159018

35443

1114280

NIL13.6%

4 6.2

4 5.6

90697298521.3%0.5% 1.3%

27198992076.7%


2.6 QUALITY POLICY

SECURITY: The bank provides long term financial security to their policy. The bank

does this by offering life insurance and pension products.

TRUST: The bank appreciates the trust placed by their policy holders in the bank.

Hence, it will aim to manage their investments very carefully and live up to this trust.

INNOVATION: Recognizing the different needs of our customers, the bank offers a

range of innovative products to meet these needs.

INTEGRITY

CUSTOMER CENTRIC

PEOPLE CARE “ONE FOR ALL AND ALL FOR ONE”

TEAM WORK

JOY AND SIMPLICITY


CHAPTER 3- RESEARCH OBJECTIVES AND SCOPE OF RESEARCH

PROJECT

3.1 PROBLEM DEFINATION:

Sales Executives were with good background human being and through rigorous process of

recruitment but still not able to perform up to the expectation level of company, HR is not able to

sort out the problem why the performance is not coming even after giving the full marketing

support. The communication technique and dealing with the customers is also a problem to the

sales executives.

3.2 OBJECTIVES OF RESEARCH PROJECT:

3.2.1 PRIMARY OBJECTIVES:

To open new savings accounts by convincing customers and to promote the benefits of those

which are provided by the bank.

To find the different way of convincing customers.

To study brand image of the bank.

To increase the business of the bank.

3.2.2 SECONDARY OBJECTIVES:

To determine the need and purpose of a sales executive.


To understand the deciding criteria for people to become sales executive.

To offer suggestions based upon the findings.

3.3 GEOGRAPHICAL SCOPE:

The same problem was with the all other branches of HDFC Bank even out of the Pune city. The

management is conducting the same research on a big ground while my contribution is tiny.

Though my sample size and geographical area was defined and confine to a particular territory

but the application of out put from the research are going to be wide.

3.4 PRODUCT SCOPE:

Studying the increasing business scope of the bank.

Market segmentation to find the potential customers for the bank.

To study how the various products are positioned in the market.

Corporate marketing of products.

Customers’ perception on the various products of the bank.


CHAPTER4- RESEARCH METHODOLOGY AND LIMITATIONS

All the findings and conclusions obtained are based on the survey done in the working area

within the time limit. I tried to select the sample representative of the whole group during my job

training. I have collected data from people linked with different profession at Pune.

4.1 RESEARCH PLAN:

4.1.1. Preliminary Investigation: In which data on the situation surrounding the problems shall

be gathered to arrive at

The correct definition of the problem.

An understanding of its environment.

4.1.2. Exploratory Study: To determine the approximate area where the problem lies.

4.2 RESEARCH DESIGN:

Research was initiated by examining the secondary data to gain insight into the problem.

By analyzing the secondary data, the study aim is to explore the short comings of the present

system and primary data will help to validate the analysis of secondary data besides on

unrevealing the areas which calls for improvement.

4.2.1 DEVELOPING THE RESEARCH PLAN:


The data for this research project has been collected through self Administration. Due to

time limitation and other constraints direct personal interview method is used. A structured

questionnaire was framed as it is less time consuming, generates specific and to the point

information, easier to tabulate and interpret. Moreover respondents prefer to give direct answers.

In questionnaires open ended and closed ended, both the types of questions has been used.

4.2.2 COLLECTION OF DATA:

1: Secondary Data: It was collected from internal sources. The secondary data was collected on

the basis of organizational file, official records, news papers, magazines, management books,

preserved information in the company’s database and website of the company.

2: Primary data: All the people from different profession were personally visited and

interviewed. They were the main source of Primary data. The method of collection of primary

data was direct personal interview through a structured questionnaire.

4.3 SAMPLING PLAN:

Since it is not possible to study whole universe, it becomes necessary to take sample from

the universe to know about its characteristics.

Sampling Units: Different professionals Chartered Accountants, Tax Consultants,

Lawyers, Business Man, Professionals and House Wives of Pune.

Sample Technique: Random Sampling.

Research Instrument: Structured Questionnaire.

Contact Method: Personal Interview.

4.4 SAMPLE SIZE:


My sample size for this project was 200 respondents. Since it was not possible to cover

the whole universe in the available time period, it was necessary for me to take a sample size of

200 respondents.

4.5 DATA COLLECTION INSTRUMENT DEVELOPMENT: The mode of collection of

data will be based on Survey Method and Field Activity. Primary data collection will base on

personal interview. I have prepared the questionnaire according to the necessity of the data to be

collected.

4.6 RESEARCH LIMITATIONS:

It was not possible to understand thoroughly about the different marketing aspects of the

Financial Consultant within 60 days.

As stipend, money was not given it was difficult to continue the project work.

All the work was limited in some limited areas of Pune so the findings should not be

generalized.

The area of research was Pune and it was too vast an area to cover within 60 days.


CHAPTER5-DATA ANALYSIS, INTERPRETATION AND PRESENTATION

Q1.Your Age?

TABLE

Serial No. Age Category Number of Respondents Percentage

1. 18-23 Years 40 20%

2. 24-29 Years 70 35%

3. 30-35 Years 60 30%

4. 35 Years and above 30 15%

Total 200 100%

Base 200 respondents

GRAPH


20%

35%

30%

15%

18-23 Years24-29 Years30-35 Years35 & above

Interpretation

From the table and graph above it can be seen that

20% respondent’s age are 18 to 23 years.



15% respondent’s age are 35 to above years.

Q2. Marital Status?

TABLE

Sr. No. Category No. of Respondents Percentage

1 Married 140 70%

2 Unmarried 60 30%

Total 200 100%

GRAPH


70%

30%

MarriedUnmarried

Interpretation


70% respondents are married.

30% respondents are unmarried.

Q3. Educational Qualification?

TABLE


1 Under graduate 50 25%

2 Graduate 80 40%

3 Post graduate 70 35%

Total 200 100%


GRAPH


25%

40%

35%

Under graduateGraduatePost graduate

Interpretation


25% respondents are Under graduate.

40% respondents are Graduate.

35% respondents are Post graduate.

Q4. Number Of year’s Are You in Pune?

TABLE


1 Less than five years 78 39%

2 More than five years 122 61%

Total 200 100%


GRAPH


39%

61%

Less than five yearsMore than five years

Interpretation


39% respondents are in Pune for less than five years.

61% respondents are in Pune for more than five years.

Q5. Your Occupation?

TABLE


1 Business 40 20%

2 Profession 108 54%

3 Service 52 26%

Total 200 100%



GRAPH

20%

54%

26%

BusinessProfessionService

Interpretation


20% respondents Occupation is Business.

26% respondents Occupation is Profession.

54% respondents Occupation is Service.

Q6. Your annual household income?

TABLE


1 Less than 2 lacs 98 49%

2 Between 2 to 5 lacs 62 31%

3 Between 5to 8 lacs 30 15%

4 More than 8 lacs 10 5%

Total 200 100%



GRAPH

49%

31%

15%5%

Less than 2 lacsBetween 2 to 5 lacsBetween 5to 8lacsMore than 8 lacs

Interpretation


49% respondent’s annual household income is less than 2 lacs.

31% respondent’s annual household income is between 2 to 5 lacs.

15% respondent’s annual household income is between 5 to 8 lacs.

5% respondent’s annual household income is more than 8 lacs.

Q7. Are you a member of a club/gymkhana?

TABLE


1 Yes 84 42%

2 No 116 58%

Total 200 100%


GRAPH


42%

58%

YesNo

Interpretation


42% respondents are member of a club/gymkhana.

58% respondents are not member of a club/gymkhana.

Q8. What is your perception about different products/services provided by HDFC bank?

TABLE


1 Lucrative 50 25%

2 Not lucrative 120 60%

4 No idea 30 15%

Total 200 100%



GRAPH

25%

60%

15%

LucrativeNot lucrativeNo idea

Interpretation


25% respondent’s perception about different products is lucrative.

60% respondent’s perception about different products is not lucrative.

15% respondent’s have no idea.

Q9. Do you want to open an account with HDFC bank?

TABLE


1 Yes 10 5%

2 No 160 80%

3 Will tell later 30 15%

Total 200 100%



GRAPH

80%

5%15%

NoYesWill tell later 30

Interpretation


80% respondents are not interested to open an account with the bank.

5% respondents are interested to open an account with the bank.

15% of the respondents say that they will tell later.

Q10. Do you have all the documents which are required to open an account?

TABLE


1 Yes 120 60%

2 No 80 40%

Total 200 100%



GRAPH

29%

71%

LucrativeNot lucrative

Interpretation


60% respondents have all the documents which are required to open an account with the

bank.

25% respondents do not have all the documents which are required to open an account

with the bank

Q11. Are you aware that the bank provides you a free Dmat account if you open a new

savings account with HDFC bank?

TABLE


1 Yes 40 20%

2 No 160 80%


Total 70 100%


GRAPH

29%

71%


Interpretation


20% respondents are aware that the bank provides a free Dmat account with new

savings account.

40% respondents are not aware of it.

Q12.Are you aware of different terms and conditions which are very much essential to

maintain an account at HDFC Bank?

TABLE


1 Yes 25 12%


2 No 175 88%

Total 200 100%


GRAPH

29%

71%


Interpretation


12% respondents are familiar with different terms and conditions which are very much

essential to maintain account with the bank.

88% respondents have no idea about it.

Q13. Do you know about HDFC Bank’s recruitment policies related to sales executives?

TABLE


1 Yes 82 41%


2 No 118 59%

Total 200 100%


GRAPH

41%

59%

Knowing about HDFC Bank's recruitment policies

YesNo

Interpretation


41% respondents are known about HDFC Bank’s recruitment policies related to sales

executives.

59% respondents are not known about HDFC Bank’s recruitment policies related to

sales executives.

CHAPTER6- CONCLUSIONS AND SUGGESTIONS

6.1 CONCLUSIONS:

HDFC Bank, the banking arm of HDFC is expected to go on stream. The bank

already has good number of employees on board and is recruiting Sales Executives heavily to


take the headcount to many more. It is on the brim of increasing its customers through its

attractive schemes and offer.

The project opportunities provided was market segmentation and identifying prospective

customers in potential geographical location and convincing them to open an account so that new

Business Opportunities of the bank can be explored. Through this project, it could be concluded

that people are not much aware about the various products of the bank and many of them not

interested to open an account at all.

services was considered as unsought good which require hard core selling, but in

changing trend in income and people becoming financially literate, the demand for banking

sector is increasing day by day.

According to my findings Company’s promotional activities for recruiting sales

executives are also very less.

So, at last the conclusion is that there is tough competition ahead for the company from

its major competitors in the banking sector.

Last but not the least I would like to thank HDFC Bank for giving me an opportunity to

work in the field of Marketing. I hope the company finds my analysis relevant.

6.2 SUGGESTIONS:

Finally some recommendations for the company are as fallows:-

To make people aware about the benefit of becoming HDFC Bank’s Sales

Executive, following activities of advertisement should be done through


1. Print Media.

2. Hoarding & Banners.

3. Stalls in Trade Fares

4. Distribution of leaflets containing details information.

.

The bank should provide life time valid ATM card to all its customers.

Minimum balance for savings account should be reduced from Rs 5000 to Rs

1000, so that people who are not financially strong enough can maintain their

account properly

The company should provide a pass book to all its customers

Make people understand about the various benefits of its products.

Company should organize the program in the society, so that people will be aware

about the company and different products of the bank

Company should open more branches in different cities.

CHAPTER7- LIMITATIONS

LIMITATIONS

Every work has its own limitation. Limitations are extent to which the process should not

exceed. Limitations of this project are:-


The project was constrained by time limit of two months.

Mindset of people may very depending upon their age, gender, income etc.

Getting appointment from the concern person was very difficult.

People mind set about the survey was an obstacle in acquiring complete

information & positive interaction.

Respondents were very busy in their schedule. So it was very time consuming for

them to answer all the questions properly.

ANNEXURES


1. QUESTIONNAIRE

QUESTIONNAIRE

Dear Sir/Madam,


Name: ………………………………………………………………………..

Address: ……………………………………………………………………..

Contact No :®………………( O)……………… (M)………………………

City: ………...............Pin: ………………….State: ……………………….

I am a student of Suryadatta Institute of Management and Mass Communication, Pune

and presently doing a project on “OPENING SAVINGS ACCOUNT BY MEETING

CUSTOMERS”. I request you to kindly fill the questionnaire below and I assure you that the

data generated shall be kept confidential.

.

1. Your Age: ____________________

2. Education Qualification.

Undergraduate □

Graduate □

Post graduate □

3. Marital Status.

Married □

Single □

No. of Children: __________


4. Number Of year’s Are You in Pune.

Less than five year’s □

More than five year’s □

5. Occupation.

Business □

Profession □

Service □

(Please mention below the type of business/profession you are in incase of service please

mention your organization name and designation)

6.Your annual household income.

<than 2 lack □

Between 2 to 5 lack □

Between 5 to 8 lack □

>than 8 lack □

7. Are you a member of a club/gymkhana?

Yes □

No □

If yes, Name of the club /gymkhana_______________________________________


8. What is your perception about different products and services offered by HDFC Bank?

Lucrative □

Not lucrative □

No idea □

9. Do you want to open an savings account with HDFC Bank?

Yes □

No □

Will tell later □

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

Yes □

No □

11. Are you aware of that HDFC Bank provide you a free Dmat account if you open a new

savings account with the bank?

Yes □

No □

12. Are you aware of different terms and conditions which are very much essential to

maintain an account at HDFC Bank?

Yes □

No □


13. Do you know about HDFC Bank’s recruitment policies related to sales executives?

Yes □

No □

Date:

Place: Signature

Thank You


BIBLIOGRAPHY

1.BOOKS AUTHORS

Marketing Management (10th Edition) Philip Kotler

Marketing Management (3rd Edition) V.S. Ramaswamy

Research Methodology (2nd Edition)

Research Methodology

C.R.Kothary

S.P. Kasande

2. NEWS PAPERS

Times of India

Financial Express

3. WEBSITES

www.hdfcbank.com

www.google.com


http://www.hdfcbank.com/

a dessertation report on opening savings accounts by meeting customers

Documents

sales executives of

company sales

reserve bank

times bank amalgamation

worldclass indian bank

hdfc group

company history2

promoter hdfc