70

UNIVERSITY OF MUMBAI.

RAYAT SHIKSHAN SANSTHAS

KARMAVEER BHAURAO PATIL COLLEGE

VASHI NAVI MUMBAI

COLLEGE CODE-33

PROJECT REPORT ONCOMPARISION OF HOME LOAN SCHEMES OF HDFC WITH OTHER BANKS

SUBMITTED BYJAYRAJ R SAWANT

PROJECT GUIDE

PROF. VIMARSHINIJAIRAM

IN PARTIAL FULLFILLMENT FOR THE COURSE OF BACHELOR OF MANAGEMENT STUDIES (B.M.S).T.Y.B.M.S (SEMESTER V)ACADEMIC YEAR 2014-2015

ACKNOWLEDGEMENT

It gives me pleasure to submit this project to the University of Mumbai as a part of curriculum of my BMS course.I take immense pleasure in thanking Prof. VimarshiniJairam for their valuable assistance in completion of this project.I take this opportunity to express my sincere gratitude to Respected Prof. Bhosle (BMS Co-ordinator) of Karmaveerr Bhaurao pati College, who simultaneously is my project guide also, without whose guidance, inspiration and motivation; I could not have completed this project successfully. I take immense pleasure in thanking them for their valuable assistance in completion of this project.Finally, yet importantly, I would like to express my heartfelt thanks to my beloved parents for their blessings, my friends/classmates for their help and wishes for the successful completion of this project.

DECLARATION

I Jayraj R Sawant Student of KARMAVEER BHAURAO PATIL COLLEGE, Studying in BMS (Semester V) hereby declare that I have completed this project report on COMPARISION OF HOME LOAN SCHEMES OF HDFC WITH OTHER BANKS and as not been submitted to any other university or institute for the award of any degree, diploma etc. The information submitted to me is true and original to the best of my knowledge

Date 10/10/2014 ------------------------ JAYRAJ R SAWANTPlace Vashi, Navi Mumbai. (Name & Signature of Student)

UNIVERSITY OF MUMBAI KARMAVEER BHAURAO PATIL COLLEGEVASHI NAVI MUMBAI-400703

CERTIFICATE

This is to certify that Jayraj R Sawant student of BMS of Semester V has completed his project on COMPARISION OF HOME LOAN SCHEMES OF HDFC WITH OTHER BANKS has submitted a satisfactory report under the guidance of VimarshiniJairam of fulfillment of B.M.S course of University of Mumbai in the Academic year 2014-2015

Project Guide Co-ordinator Principal

____________ _____________ ___________

University Examiner

__________________

EXECUTIVE SUMMARY

The main objective of thisfinance projecton comparison of home loan scheme is to find out the tariff changes charges by other banks in comparison to HDFC bank.The aim of the study is to help HDFC to know where it lacks in loans and how for the performance of other banks is better so that HDFC figure out the common problems being faced by the customers while dealing in the loan department so that further HDFC can improve its services and schemes offered by them to their customers.

INDEX

1.11.21.31.4

CHAPTER 1

INTRODUCTIONOBJECTIVE OF STUDY IMPORTANCE OF STUDY RESEARCH MYTHODOLOGY

1-4

2.1

2.2

2.3

2.4

CHAPTER 2HDFC INTRODUCTIONCOMPANY PROFILEABOUT THE PROJECTELIGIBILTYICICI BANKINTRODUCTION HISTORYDOCUMENTS REQUIRED FOR SACTIONING LOANDISBURSTMENTAMOUNT SANCTIONED, TENSURE, RATE OF INTERESTFEES, BENEFITSPNB BANK INTRODUCTIONHISTORYDOCUMENTS NEEDED, SANCTION SPEED,TENSURE, RATE OF INTERESSBI INTRODUCTION & HISTORYSCHEMES PROVIDED BY SBI & ELIGIBLITY , CRITERIA AND DOCUMENTATION PREPAYMENT & LATE PAYMENT CHARGES, ELIGIBILITY 5-8

9-16

17-21

22-26

3.1

3.23.33.43.5 CHAPTER 3THEORITICAL VIEWLOAN AMOUNT , LOAN TENSURE, RATE OF INTEREST,(HDFC)SWOT ANALYSIS OF HOUSING FINANCE INDUSTRYSWOT ANALYSIS OF HDFC HOME LOAN SCHEMECOMPARITIVE STATEMENT OF HOME LOANRECOMMENDATION27-33

4.1

4.24.34.4

4.5

4.6

4.7

4.8

4.94.104.114.124.134.14 CHAPTER 4

DATA ANALYSIS AND INTERPRETATIONHDFC V/s ICICI RATE OF INTEREST LAST 5 YEARSHDFC V/s SBI RATE OF INTEREST LAST 5 YEARSHDFC V/s PNB RATE OF INTEREST LAST 5 YEARS HDFC V/s ICICI V/s SBI V/s PNB HOME LOAN AGE LIMITHDFC V/s ICICI V/s SBI V/s PNB TENSURE OF LOAN HDFC V/s ICICI V/s SBI V/s PNB NO OF DAYS FOR DISBURSEMENT HDFC V/s ICICI V/s SBI V/s PNB CUSTOMERS FROM DIFFERENT LEVEL(CLASS)HDFC V/s ICICI V/s SBI V/s PNB DEFAULTERS AND REGULAR PAYEEPERCEPTION OF SERVICE AND PRODUCT INTRODUCED BY HDFC V/s ICICI V/s PNB V/s SBITHINGS THAT ATTRACTED CUSTOMERS TO HDFCPRODUCT USED BY CUSTOMERBEST SERVICE OF HDFC BANKBEST EXTRA SERVICE OF HDFC BANKRELATIONSHIP PERCENTAGE OF HDFC BANKAWARENESS OF NEW PRODUCTS AND SERVICESATISFIED WITH THE DEALING OF BANK

34-56

5.15.2 CHAPTER 5

CONCLUSIONBIBLOGRAPHY

57-58

6 CHAPTER 6

ANNEXURE 59-62

PREFACE Modern organizations are highly complex ad dynamics systems. They operate under very turbulent social economic and political environment. They are required to reconcile several incompatible goals. Conflicting roles and divergent interest they are also fraught with the use risk and uncertainties, hence tactful management of such organization to plan to execute guide, coordination and control the performance of people to achieve predetermined goals. Management has to keep the organization vibrant moving and in equilibrium. It has to achieve goal which themselves are changing it is therefore a problem highly complex and ticklish.

This information will be asset to marketing manager in making effective decisions. The researches are used to acquire and analyze information and to make suggestions to management as to how marketing problems should be solved.

The objective of this project is to enable the students to understand the application of the academics in the real business life. I am fully confident that this project report will be extremely useful to the management.

CHAPTER 1

1.1 INTRODUCTION

The roof over ones head and ground beneath ones feet count as the bare necessities of life. Theres nothing quite like owing a home, however humble to give that warm and glowing feeling. But when one buys a home, one has much more than a feel good purchase in mind! Its also a crucial investment decision, perhaps the biggest spending decision of ones life. There are ample opportunities today for young salaried investors to plan their moves early and buy a house at right time- and at right price. In the process, not only do they fulfill that cherished dream of owing a house, but also put themselves on the path to acquiring property that would meet the needs and aspirations of their growing family, even as it leads to wealth creation. Every individual aspires to own a home. But many either spend a lifetime saving to purchase a house or exhaust money on monthly house rents.

Take a house loan and let the monthly rent (easily converted into affordable EMIs) build dream home.

1.2 OBJECTIVE OF THE STUDY:

To study the main objective is to find out the tariff changes charges by other banks in comparison to HDFC bank. The overall demand in the residential sector as grown by about 7-8% in past few months as compared to the same period last year To study the variety of loan as compared to other banks, as they should promote their bank loan in agriculture and rural sector with minimum documentation. There should be easy repayment schedule which would help the HDFC bank to make their recognize itself in financial.

1.3 IMPORTANCE OF STUDY :

The study is to help HDFC to know where it lack in loans, performance and other facilities as compare to other banks and figure out the problem faced by the customer while transaction. Comparision of loan schemes with four banks HDFC, ICICI, SBI and PNB. To promote their other facilities or extra service provided by HDFC Bank To reduce the documentation while opening A/c or while loan disbursement

1.4 RESEARCH MYTHODOLOGY

Research methodology is an important part of every project. Because it helps in knowing how to select the representative sample from the world or the general population, the right research tools and techniques to complete the research.The study of the consumer behavior is important because he is the king. The research process is based upon survey method, so in order we go to service provider and services user which is the customers.The research involves the following steps:

Define the problem and research objective: The problem and objective is to assess the services offered by the various service providers and what the customer wants. Developing the research plan: The second stage of the research methodology is to develop a research plan. The research plan designed to take the decision on the data sources, research approaches, research instruments, sampling plan and contact methods. Survey research: It was a descriptive research. Research instrument: The use of an effective research instrument is very important because through this instrument we collect data in this project through observations and personal interview were conducted. Personal interview: as we were doing direct selling we interacted with my customers and asked about their views in selecting a service and what are their wants and expectations from a service provider. Sampling plan: After finalizing the research approach and instruments a sampling must be designed. Sampling unit: Different Proffessional, Charted Accounts, Tax consultants, Lawyer, Business man, Professionals And Housewives. Sampling Technique: Random sampling. Research Instrument: Structured Questionnare. Contact Method: Personal Interview. Sampling size: My sample size for this Project was 200 respondents. Since it was impossible to cover the whole universe in the available period time. Sampling procedure: what process should be used to collect the sample. So, representation sample, convenience sampling is used. Collect the information: After completing all the steps, the data are collected from different sources. Analyze the information: After the data is collected they are analyzed to know the findings. The data is then tabulated to develop the frequency distribution. Present the findings: As the last step, the findings are presented that are relevant to the major marketing decisions.

CHAPTER 2 2.1 HDFC BANK

INTRODUCTION

HDFC (Home Development Finance Corporation) Home Loan, India have been serving the people for around 3 decades and providing various housing loan according to their varied needs at attractive and reasonable interest rates. Owing to their wide network of financing, HDFC Home Loans provide services at doorstep and helps you find a home as per your requirements.

COMPANY PROFILE

HDFC Limited founded in 1997 by Ravi Maurya and Hansmukh bhai Parekh, is an Indian NBFS focusing on home loans. HDFC operates through almost 450 locations throughout the country with its corporate head quarters in Mumbai, India. HDFC also has an international office in Dubai, UAE with service associates in Kuwait. HDFC is the largest housing company in India for the last 27 years.HDFC was amongst the first to receive an in principal approval from RBI to set up a bank in the private sector, as a part of the RBIs liberalization of the Indian banking industry. It was incorporated on 30th august 1994 in the name of HDFC Bank Limited, with its registration office in Mumbai. HDFC began its operations as a scheduled commercial bank on 16th January 1995.

ABOUT THE PROJECT

This project is based on the study of Comaprision of home loan schemes of HDFC with other banks. An insight view of the project will encompass- what it is all about , what it aims to achieve, what is its purpose and scope , the various methods used for collecting data and their sources, including literature survey done, further specifying the limitation of our study and in the last drawing inferences from the learning so far.This project tires to evaluate how the Home loan schemes and procedure are done in HDFC bank through their loan procedure, rate of interest as compared to other banks, duration of home loan disburstment, documentation procedure while opening account. Primary Data :- All the people from different professions were personally visited and interviewed. They were the main source of primary data. The method of collecting primary data was direct personal interview through a structured questionnaire.

Secondary Data :- It was collected from the internal sources. The secondary data was collected on the basis of organization files, newspaper, official records, magazines and the website of the company.

HDFC LOAN SCHEME PURPOSE

HDFC Limited offers loans for the following purposes: Land purchase Home construction/purchase Home extension Home improvement loans Short-term bridge loansNon-resident premises loans for professionals.

DOCUMENTS REQUIRED FOR HDFC HOME LOAN SALARIED CUSTOMER SELF EMPLOYED PROFESSIONALSSELF EMPLOYED BUSINESS

Application form with photographApplication form with photographApplication form with photograph

Identity and Residence ProofIdentity and Residence ProofIdentity and Residence Proof

Latest Salary-slipEducation Qualifications Certificate and Proof of business existenceEducation Qualifications Certificate and Proof of business existence

Form 16Last 3 years Income Tax returns (self and businessBusiness profile

Last 6 months bank statementsLast 3 years Profit /Loss and Balance SheetLast 3 years Income Tax returns (self and business)Last 3 years Profit /Loss and Balance Sheet

Processing fee chequeLast 6 months bank statementsProcessing fee chequeLast 6 months bank statements (self and business)Processing fee cheque

ELIGIBILITY

The repayment capacity as determined by the HDFC will help in deciding how much we can borrow (the cost of the property or Rs.1crore whichever is lower). Repayment capacity takes into consideration factors such as income, age, qualifications, number of dependents, spouses income, assets, liabilities, stability and continuity of occupation and saving history. And, of course, HDFCs main concern is to make sure you can comfortably repay the amount you borrowed

FEE:

A processing fee of 0.5% of the loan amount applied for rs.5 per rs.1000 of the loan applied for is payable when the application form is submitted to HDFC. This fee is in the respect of costs incidental to the application. For example:

Loan applied for Fees

Rs.20000Rs.100Rs.100000Rs. 500

On approval of the loan, a loan offer is made to you on acceptance of the offer. You have to pay an administrative fee of Rs.0.5% of the loan approved. You can also pay the processing fee and administrative fee upfront i.e. 1% of the loan at the time of submission of the loan application itself. This fee is in respect of the costs incidental to the application. Taxes as applicable will be charged on the fees collected.

CHARGES:

For Fixed Rate Home Loan (FRHL) an early redemption charge of 2% of the amount being prepaid is payable, if the amount being repaid is more than 25% of the opening balance. However under Adjustable Rate Home Loan (ARHL) option early redemption charges of 2% is payable only in case of commercial refinance. You may be required to submit the copies of your Bank Statements or any other documents that HDFC deems necessary to verify the source of prepayment.You can make payment for fees and charges by cheque marked payees account only drawn on a bank in a city where HDFC has an office or by demand draft (payable at par to HDFC).

2.1 ICICI HOME FINANACE COMPANY LTD

Consumer friendly housing finance company

INTRODUCTION

ICICI Bankis an Indian multinationalbankingandfinancial servicescompany headquartered inVadodara. As of 2014 it is the second largest bank in India in terms of assets andmarket capitalization. It offers a wide range of banking products and financial services for corporate andretail customersthrough a variety of delivery channels and specialized subsidiaries in the areas ofinvestment banking,life,non-life insurance,venture capitalandasset management. The Bank has a network of 3,800 branches and 11,162ATMsin India, and has a presence in 19 countries.ICICI Bank is one of theBig Four banksof India, along withState Bank of India,Punjab National BankandHDFC. The bank has subsidiaries in the United Kingdom, Russia, and Canada; branches in United States, Singapore, Bahrain, Hong Kong, Sri Lanka, Qatar and Dubai International Finance Centre; and representative offices in United Arab Emirates, China, South Africa, Bangladesh, Thailand, Malaysia and Indonesia. The company's UK subsidiary has also established branches in Belgium and Germany.In March 2013,Operation Red Spidershowed high-ranking officials and some employees of ICICI Bank involved inmoney laundering. After agovernmentinquiry, ICICI Bank suspended 18 employees and faced penalties from theReserve Bank of Indiain relation to the activity.

HISTORY

ICICI Bank was established by theIndustrial Credit and Investment Corporation of India (ICICI), an Indian financial institution, as a wholly owned subsidiary in 1994. The parent company was formed in 1955 as a joint-venture of theWorld Bank, India's public-sector banks and public-sector insurance companies to provide project financing to Indian industry.The bank was initially known as the Industrial Credit and Investment Corporation of India Bank, before it changed its name to the abbreviatedICICI Bank. The parent company was later merged with the bank.ICICI Bank launched internet banking operations in 1998.ICICI's shareholding in ICICI Bank was reduced to 46percent, through a public offering of shares in India in 1998, followed by an equity offering in the form ofAmerican Depositary Receiptson theNYSEin 2000. ICICI Bank acquired theBank of MaduraLimitedin an all-stock deal in 2001 and sold additional stakes to institutional investors during 2001-02.In the 1990s, ICICI transformed its business from a development financial institution offering only project finance to a diversified financial services group, offering a wide variety of products and services, both directly and through a number of subsidiaries and affiliates like ICICI Bank. In 1999, ICICI become the first Indian company and the first bank or financial institution from non-Japan Asia to be listed on the NYSE.In 2000, ICICI Bank became the first Indian bank to list on the New York Stock Exchange with its five million American depository shares issue generating a demand book 13 times the offer size.In October 2001, the Boards of Directors of ICICI and ICICI Bank approved the merger of ICICI and two of its wholly owned retail finance subsidiaries, ICICI Personal Financial Services Limited and ICICI Capital Services Limited, with ICICI Bank. The merger was approved by shareholders of ICICI and ICICI Bank in January 2002, by theHigh Court of Gujaratat Ahmedabad in March 2002 and by the High Court of Judicature at Mumbai and the Reserve Bank of India in April 2002.In 2008, following the2008 financial crisis, customers rushed to ICICI ATMs and branches in some locations due to rumours of adverse financial position of ICICI Bank. The Reserve Bank of India issued a clarification on the financial strength of ICICI Bank to dispel the rumours.

DOCUMENTS REQUIRED FOR SANCTION HOME LOAN

ICICI Bank Home Loans, Indias leading Home Loans Provider, offers attractive interest rates and unbeatable benefits to ensure that you get the best deal. Keeping your convenience in consideration, we ask you for minimal mandatory documents for the sanctioning of your home loan, to keep the process totally hassle-free.

HOME LOAN

1) Customer must be at 21 year of age when the loan is sanctioned. 2) The loan must terminate before or when you twin 65 year of age or before retirement,Whichever is earlier.3) Customer must be employed or self employed with regular source of income

We require the following documents to sanction your home loan Sanction Documents Completed application form

Photograph

Fee Cheque

Photo Identity Proof

Age Proof

Signature Verification Proof

Residence Address Proof

Document for the Salaried

Last 3 months Salary Slip

Form 16

Bank Statement for the last 6 months from Salary Account

Repayment Track record of existing loans / Loan closure letter

Document for the Self-employed

Income Tax Return / Computation of Total Income / Auditors Report / Balance Sheet / Profit & Loss Account certified by Chartered Accountant for last 2 years (3 years for Home Equity) (both for business and personal of partners/directors)

Bank statement for the last 6 months from operating account

Repayment Track record of existing loans / Loan closure letter

Board Resolution in case of a company

Proof of existence

Office Address Proof

Photo Identity Proof, Residence Address Proof, Signature Verification Statement for all the main partners / directors.

DISBURSEMENT

Customer loan will be disbursed after you identify & select the property or the home that customer are purchasing and on their submission of the requisite legal documents.While the customer may be under impression that the list of documents asked for it is rather extensive. Each and every single document asked for will be verified & check to ensure their safety. This may take some time but the banks want to ensure a clear title and will complete all the legal & technical verification to ensure that they have full right to their home.The 230 a clearance of the sellers or 371 clearance from the appropriate income tax authorities (if applicable) is also needed on satisfactory completion of above, on registration of conveyance deed and on the investment of your own contribution, the loan amount (as warranted by the stage of construction) will be disbursed by ICICI.The disbursement will be in favor of the builder/seller.

At ICICI Bank Home Loans, we disburse the loan amount after you identify and select the property or home that you are purchasing and submit the requisite legal documents. While you may be under the impression that the list of documents asked for is rather extensive, please note that it is for your own good. Each and every single document asked for will be verified and checked to ensure your safety.This may take some time but we want to ensure a clear title and will complete all the legal and technical verifications to ensure that you have full rights to your home. Your loan will be disbursed after you identify and select the property or home that you are purchasing and on your submission of the requisite legal documents.

The 230 A Clearance of the seller and / or 37I clearance from the appropriate income tax authorities (if applicable) is also needed. On satisfactory completion of the above, on registration of the conveyance deed and on the investment of your own contribution, the loan amount (as warranted by the stage of construction) will be disbursed by ICICI BankProperty documents (as per P&D for respective states and as asked by empanelled lawyers for individual cases)

Facility Agreement

Disbursal Request Form

Cheque Submission Form for Pre EMI and EMI cheques

ECS or Auto Debit for ICICI Bank account holders or Post Dated Cheques for EMI / Pre EMI

Personal Guarantors Documents (PG Form, Photograph, Identity Proof, Address Proof, Signature Verification and Income documents, if applicable)

In case of property is owned by a company Memorandum of Entry Form 8 NOC

AMOUNT

This largely depend on a no. of facts like ones age ,profession, salary, the city one reside is among other such factors. it varies between 2.1lakh to 1crore depending on the lender- as the rule of the thumb, depending on HFC one have to cough up 15% - 20% of the loan amount as the down payment. For smaller amount, this may not be much. But for figure remaining into lakh this could make loads of difference. For e.g. an apartment of costing Rs 10 lakh may get 85% financing, so one will have to arrange for remaining Rs 15 lakh. If one takes this into amount the additional thousands will definitely put a strain on ones finances

TENURE

Generally the maximum tenure of home loans is 15 years, with a few lenders offering tenure of 20 years or more. ICICI offers 15 year loan. The longer the tenure, the more one pay in total interest but ones monthly payment will be less. So depending ones earning potential & bank balance one can choose an appropriate tenure.

INTEREST RATE

Without doubt the most important parameter to factor into ones calculations. The interest rates may vary from institution to institution. Repayment is in the form of EMIs (equated monthly installment). The longer the tenure, the more one pays in interest, but ones monthly payment will be less.

Tenure Interest Type Interest Rate

15 -20 Fixed 13.75 %

10 -15 Fixed 16 %

5 - 10 Fixed 16 %

1 - 5 Fixed 16 %

1 - 5 Floating 16 %

5 - 10 Floating 11.25 %

10 - 15 Floating 16 %

15 - 20 Floating 16 %

PROCESSING FEES It is the fee payable to the lender on applying for a loan. It is either a fixed amount not linked to the loan or may be a percent of the loan amunt. The loan amount received by you can be less than processing fee

BENEFITS Some of our key benefits are: Guidance through out the process Home loan amounts suited to your needs Home Loan tenure upto 20 years Simplified documentation Doorstep delivery of home loan papers Sanction approval without having selected a property. Free Personal Accident Insurance (Terms & Conditions) Insurance options for your home loan at attractive premium

2.3 PUNJAB NATIONAL BANK INTRODUCTION

PNB has over 4500 branches and offices bringing the Punjab National Bank to your doorstep. Around 2400 offices come under the network of Centralized Banking Solution or CBS. A need for centralized banking system prompted PNB to go computerized and what followed was the establishment of CBS in Punjab National Bank branches in all the leading cities like Delhi, Pune, Chennai, Mumbai, Ahmedabad, Chandigarh, Gurgaon, Hyderabad, Jalandhar, Kolkata, Ludhiana, Nodal and Bangalore. Internet Banking Services are provided to all customers in the CBS branches. A branch and ATM locator is also available on the official website of Punjab National Bank. For an overview of the annual report or the bank profile, the site can be resourceful. The website also provides info on the careers and recruitments at PNB and the exam results. The careers at nationalized banks like PNB are the most sought after one and candidates are selected on the basis of their exam result. PNB topped the Best Paying Commercial Bank category with an overall rating of 87.45% as evaluated by the SSS Retirement, Death & Funeral Benefits Program.

PNB HISTORY

Punjab National Bank of India was established by Lala Lajpat Rai in the pre-independence India in 1895 in Punjab, with Lahore as its head office. Today it is the second largest public sector bank in India. It was nationalized in 1969 along with 13 other major commercial banks. The privatization started in 1989 when 30 per cent of its shares were offered to the public and it was listed on the stock exchange.In 1992, PNB became the first Philippine bank to reach P100 billion in assets. Later that year, privatization continued with a second public offering of its shares. In August 2005, PNB was fully privatized. The joint sale by the Philippine government and the Lucio Tan Group of the 67% stake in PNB was completed within the third quarter of 2005. The Lucio Tan Group exercised its right to match the P 43.77 per share bid offered by a competitor and purchased the shares owned by the government. The completion of sale is expected to speed up the development of PNBs franchise and operational competitiveness.

Today, State Bank of India (SBI) has spread its arms around the world and has a network of branches spanning all time zones. SBI's International Banking Group delivers the full range of cross-border finance solutions through its four wings - the Domestic division, the Foreign Offices division, the Foreign Department and the International Services division.

DOCUMENTS NEEDED

1. Proof of identity 2. Proof of income 3. Proof of residence 4. Bank statement or Pass Book where salary or income is credited.5. Education Certificate6. Photos 7. Salary slips & form 168. Income tax return last 3 years along with balance sheets.9. Assets liabilities statements.10. Documents of property.11. Estimate of construction.12. Guarantor

SPEED OF SANCTION OF LOAN :-The loan will be sanctioned within 7 working days.

TENURE:-You can repay the loan over a maximum period of 25 years under both FRHL and ARHL in SBI . Repayment will not ordinarily extend beyond your age of retirement (if you are employed) or on your reaching 65 years of age, whichever is earlier.

RATE OF INTERESTFor repayment periodFixed Option for loans(Upto 20lac)Fixed Option for loans(Above 20lac)Floating Option forloans(Upto 20lac)Floating Option forloans(Above 20lac)

i) Upto 5 years9.2510.008.759.50

ii) Above 5 & upto 10 years10.0010.259.009.50

iii) Above 10 & upto 20 years10.5010.759.259.75

iv) Above 20 yrs & upto 25 yrs.10.7511.009.5010.00

The interest rate can be fixed or floating Option can be changed from fixed to floating and vice versa with flat charges of 2% fee on balance outstanding.Fixed interest rate be reset after a block of 5 year in respect of loans disbursed on or after 1.08.2006

DOCUMENTATION CHARGESRs. 1350 + Service TaxPre payment charges 2%

Balance Transfer Charges (incase of refinance) 2%

Part-payment Charges Nil

Switching Charges (Fixed to Floating or vice-a-versa) Nil

UPFRONT FEEFor loans up to Rs. 300 lacs = 0.50% of the loan amount with a cap of Rs. 20,000/-For loans above Rs. 300 lacs =0.90% of the loan amount

DISBURSEMENT FOR HOME LOAN

a. For outright purchase of house/flat, the loan amount will be paid in lump sum to the vendor.b. For house/flat under construction, the loan amount will be dispersed in stages as per progress of construction/demand by selling agency.

2.4 STATE BANK OF INDIA INTRODUCTION

State Bank of India (SBI) is India's largest commercial bank. SBI has a vast domestic network of over 9000 branches (approximately 14% of all bank branches) and commands one-fifth of deposits and loans of all scheduled commercial banks in India. The State Bank Group includes a network of eight banking subsidiaries and several non-banking subsidiaries offering merchant banking services, fund management, factoring services, primary dealership in government securities, credit cards and insurance. The eight banking subsidiaries are: State Bank of Bikaner and Jaipur (SBBJ),State Bank of Hyderabad (SBH).State Bank of India (SBI),State Bank of 13 Indore (SBIR),State Bank of Mysore (SBM),State Bank of Patiala (SBP),State Bank of Saurashtra (SBS) and State Bank of Travancore (SBT). Today, State Bank of India (SBI) has spread its arms around the world and has a network of branches spanning all time zones. SBI's International Banking Group delivers the full range of cross-border finance solutions through its four wings - the Domestic division, the Foreign Offices division, the Foreign Department and the International Services division.

HISTORY

The origins of State Bank of India date back to 1806 when the Bank of Calcutta (later called the Bank of Bengal) was established. In 1921, the Bank of Bengal and two other Presidency banks (Bank of Madras and Bank of Bombay) were amalgamated to form the Imperial Bank of India. In 1955, the controlling interest in the Imperial Bank of India was acquired by the Reserve Bank of India and the State Bank of India (SBI) came into existence by an act of Parliament as successor to the Imperial Bank of India.

Today, State Bank of India (SBI) has spread its arms around the world and has a network of branches spanning all time zones. SBI's International Banking Group delivers the full range of cross-border finance solutions through its four wings - the Domestic division, the Foreign Offices division, the Foreign Department and the International Services division.

Main SBI Home Loan Schemes

SBI Realty : Purchase of plot of land SBI Optima : Loan to existing home loan borrowers SBI Green Home Loan : For homes that fight against the adverse climate change, SBI offers 0.25% concession in interest rate and waiver of processing fees SBI Flexi : Combination of floating and fixed interest rate, in a pre determined ratio NRI Home Loans : Loans for NRIs and PIOs SBI Freedom : Pledging other financial security than mortgaging the house SBI Max Gain : Operate your home loan account like your SB or CurrenAccount

SCHEMES PROVIDED BY SBI & ELIGIBLITY , CRITERIA AND DOCUMENTATION SalariedSelf employed

Age21years to 60years21years to 70years

IncomeRs.1,20,000 (p.a.)Rs.2,00,000 (p.a.)

Loan Amount Offered5,00,000 - 1,00,000005,00,000 - 2,00,00000

Tenure5years-20years5years-20years

Current Experience 2years3years

Documentation1) Application form with photograph2) Identity & residence proof3) Last 3 months salary slip 4) Form 165) Last 6 months bank salaried credit statements6) Processing fee cheque1) Application form with photograph2) Identity & residence proof3) Education qualifications certificate & proof of business existence4) Business profile,5) Last 3 years profit/loss & balance sheet6) Last 6 months bank statements7) Processing fee cheque

YEAR 1 8% FIXED .YEAR 2 & 3 9% FIXED.YEAR 4 ONWARDS FOR LOAN UP TO 50 LAKHS 9.25% FLOATING. FOR LOAN OVER 50 LAKHS 9.75% FLOATING.

PREPAYMENT CHARGES

If paid from own source- Nil, In other cases- 2% on principal amount prepaid

LATE PAYMENT CHARGES

If paid from own source- Nil, In other cases- 2% on principal amount prepaid

PROCESSING FEE

FEESRUPEES

Upto 5 lakh

5lakh-10lakh

10lakh-20lakh

20lakh-50lakh

50lakh-1crore

1crore-5crore

Above 5 croreRs. 1000Rs. 2000Rs 5000Rs. 7000

Rs. 8000Rs.10,000Rs.20,000

ELIGIBILITY

The minimum age of the applicant is 18 years, on the date of the sanction of the loan. The maximum age limit for a Home Loan applicant is 70 years. It is the maximum age limit, within which the loan should be fully repaid. The applicant should consist of sufficient, regular and continuous source of income for repaying the loan.

SCHEMES PROVIDED BY SBI

The Most Preferred Home Loan provider SBI Bank offers a Home Loan with Attractive Interest Rates with Latest Schemes and Benefits. SBI also provides a Housing loan with different schemes. Schemes Are:-

1. SBI Easy Home Loan2. SBI Advantage Home Loan3. SBI Housing Finance Scheme4. SBI Happy Home Loans5. SBI Life Style Loan6. SBI Green Home Loan7. SBI Home Plus8. SBI Home Line9. SBI MY HOME CAMPAIGN

CHAPTER 3

THEORITICAL VIEW

LOAN AMOUNT OF HDFC You can avail of maximum of up to 85% of the cost of the property, including the cost of the land.

LOAN TENURE

You can repay the loan over a maximum period of 20 years under both FRHL and ARHL. Repayment will not ordinarily extend beyond your age of retirement (if you are employed) or on your reaching 65 years of age, whichever is earlier. However, HDFC will endeavor to determine the repayment period to suit your convenience. RATE OF INTEREST

The rate of interest of HDFC is 8.75%.under the monthly rest option, interest is calculated on monthly rests. Principal repayment is credited at the end of every month.

At HDFC you have the choice between the normal FRHL and the innovative ARHL. Alternatively you can also avail the part of the loan under FRHL and balance under ARHL.HDFC also offers you the option to switch between schemes for the nominal fee. Interest rates on ARHL will be linked to HDFCs Retail Prime Lending Rate (RPLR) which currently is 13.75% .The rate on your loan will be revised every three months from the date of first disbursement, if there is a change in RPLR, i.e. the interest rate on your loan may change. However, the EMI on the home loan disbursed will not change. (if the interest rate increases, the interest component in an EMI will increase and the principal component will reduce, resulting in an extension of the term of the loan, and vice versa when the interest rate decreases).customer will be provided with an annual statement indicating the details of the interest and principal payment made during the year.

Upto and including Rs 30 lakhs 10.25% - 10.75 % Above Rs 30 lakhs 10.50%- 11.00 %

3.2 SWOT ANALYSIS OF HOUSING FINANCE INDUSTRY

STRENGTHS :-

1) The industry has been witnessing very fast growth rate, which is 6% growth in the first 2) Quarter of 2002-2003 as against 3-5% growth recorded in the first quarter of 2001-20023) The market faces a high demand curve, thoroughly mismatched by a low supply curve4) Investment is based in assets that are securities & those that have historically appreciate rapidly.5) Tax benefit & other facilities provided on loan repayments.

WEEKNESSES :-

1) The foreclosure rules of court of law such as provision regarding the ownership of not more than one house (in Delhi) binds the industry.2) The healthy of an HFC depend upon its ability to mob up low cost funds. 3) AN HFC is unable to tap the rural market due to lack of proper retrieval procedures so whilst 4) The rural market offers a higher rate of return; it has a higher risk & default rate. 5) Many legal impendent exist, deferring purchase of certain types of property beyond a 6) Certain extent thereby negatively impacting weak mortgage laws, resulting in an increase in risk compo ending

OPPORTUNITIES

1) The housing industry faces a severe shortage of houses. The total demand for houses is Expected to touch around 19.40 million units by the year 2003 of these 12.8 million2) Dwelling units (65-98%) would be in rural areas & 6.6 millions dwelling units (34.02%) in urban areas.3) While the loan facility is backed by the security of property this sector represent a low margin But on the low margin but on the same line low risk segment. The address this 4) Market the ones lies on the HFCS to device bold & innovative alternatives like mortgage Based securities use of method such as door to door collection of installments assessing the Creditworthiness of the prospective client and providing for group securities.5) The roles of NHB in refinancing & providing regulation of housing finance system.6) The governments initiatives to promote the sector & its contribution in uplifting the sector.

THREATS The industry faces increased competition as more & more foreign backs & Housing Finance Companies are providing loan facility.

3.3 SWOT ANALYSIS OF HDFC HOME FINANACE

STRENGTH

1) Save substantial interest.2) Prepay whenever the customer.3) Reduce their loan outstanding.4) Access the surplus finds anytime.5) Use surplus funds to invest when the right opportunities arises.

WEAKNESS

Product is very good but it is mainly suitable for higher income group & is not suitable for the Middle income group

OPPORTUNITIES

There is ample scope for financing flats & apartments for the salaried class in the higher income Group.

THREATS

1) Nationalized banks like SBI, Union Bank, PNB.2) Private Banks likes HDFC & standard chartered & Citi Bank with its home credit scheme.

3..4 COMPARITIVE STATEMENT OF HOME LOAN

PARTICULARSHDFCICICIPNBSBI

ROI(FIXED)14%1-5Yrs. -16%5-10Yrs.-16% 10-15Yrs.-16%15-20Yrs-13.75%

Up to 5yrs-9.25% (up to 20 lakh) &10% (above 20 lakh) Year 1 - 8% Year 2 & 3 - 9%

5 to 10yrs-10% (up to 20 lakh) & 10.25% (above 20 lakh )

10 to 20 yrs-10.50% (up to 20 lakh) & 10.75% (above 20 lakh)

ROI(FLOATING)Up to 30lakh-8.75%30 lakh-50lakh-9%Above50lakh-9.25%1 - 5 Yrs.- 16 % 5 - 10 Yrs.- 11.25 % 10 - 15 Yrs.-16 % 15 - 20 Yrs- 16 % Up to 5yrs-8.75% (up to 20 lakh) &9.50% (above 20 lakh)

Year 4 onwards -

up to 50 lakh-9.25% over 50 lakhs-9.75%

5 to10yrs-9% (up to 20 lakh) & 9.50%(above 20 lakh )

10 to20yrs-9.25% (up to 20 lakh) & 9.75% (above 20 lakh)

PROCESSING FEE0.5%0.5%0.5%0.5%

PENALTY2%2%2%2%

TENURE25 years15 years20 years25 years

MINIMUM AGE21252525

MAXIMUM AGE60555555

3.5 RECOMMENDATION

The following suggestions are strongly recommended:

To broaden the customer base the vast middle income strata should be fully exploited. Simplify the procedure, reduce service charges & demand only the basic essential proof. Most banks are reluctant to advance loan to the service class. E.g. law years, police officers etc. this aspect must be exploited. Adoption of flexible & more lenient penalty should the Customer fails to deposit the payment on time. The penalty should be case to case basis rather than the same for the entire customer base. Restriction to be reduced to bare minimum for loan advances & for repayment. For e.g. offers Long term repayment facilities & have no age restriction to choosing repayment. The maximum age for repayment could be increase to 65-70 years of age. Such facility will grow fast retail segment of the bank. Offer multiple repayment loans services. Class to be exploited by offering special reduced Rates & linking the repayment from the source where the pay cheque to the employee is issued. This need to undergo special contract with government organization to ensure implementation

CHAPTER 4

DATA ANALYSIS AND INTERPRETATION

4.1 HDFC V/s ICICI RATE OF INTEREST LAST 5 YEARS (FLOATING)

NO OF YEARS(LAST 5 YEARS)HDFC (RATE OF INTEREST)ICICI (RATE OF INTEREST)SBI (RATE OF INTEREST)PNB (RATE OF INTEREST)

2009-201010.75%16.1%9.79%11.15%

2010-201110.85%15.25%9.89%11.85%

2011-201211.00%14.85%9.95%12.20%

2012-201312.05%13.85%9.95%12.50%

2013-201412.20%12.75 %9.98%12.75%

X AXIS- NO OF YEARSY AXIS RATE OF INTEREST (%)

X axis Years Y axis Rate of interest .

INTERPRETATION :- In this Y axis is the rate of interest and X axis is the number of years, as in this red is the HDFC bank and ICICI. In this graph HDFC and ICICI bank has been compared with the floating rate of interest of home loan In last 5 years the rate of interest of both banks are fluctuating and thus result increase and decrease in rate of interest In the year 2009 the HDFC bank had 10.75 % of rate of interest, whereas ICICI was 16.1% , in 2013-2014 HDFC were 12.20 % and ICICI were 12.75%Because of increasing rate of interest also HDFC attracts the customer by 0.55 % This results the rate of interest of HDFC is 0.55 % lower than ICICI bank. In last 5 years the rate of interest of both banks are fluctuating and thus result increase and decrease in rate of interest In the year 2009, the rate of interest of SBI was 9.79 % and HDFC was 10.75 % whereas in the year 2013 -2014 as the rate of interest increase constantly the SBI manage to keep the rate of interest under 10.00% this result many of middle class and lower class people were attracted to SBI. Whereas HDFC were constanly increasing and at the end of 2013 the rate of interest was 0.22 % that is 12.20 % interest and lose many of customers In last 5 years the rate of interest of both banks are fluctuating and thus result increase and decrease in rate of interest In the year 2009, the rate of interest of PNB was 11.15 % and HDFC was 10.75 % whereas in the year 2013 -2014 as the rate of interest increase constantly HDFC bank was 12.20% and PNB 12.75 % This results in that HDFC try to manages to keep their old customer in their hand and attracted their new customer by giving 0.55 % less interest with their rival banks

4.2 HDFC V/s ICICI V/s SBI V/s PNB HOME LOAN AGE LIMIT

BANKS21-2635-4545-60

HDFC10%15%25%

ICICI5%40%5%

SBI30%18%2%

PNB25%15%5%

X AXIS BANKS Y AXIS- PERCENTAGE

INTERPRETATION :-

In the above graph, the rate of interest of two banks have been compared,As Y axis indicates percentage and X axis indicates banks. In the above graph all for banks give loan to a certain age limit where all four banks have different age limit. :- At the age of 21-26 HDFC had given loan 10%, ICICI 5% whereas SBI and PNB have 30% and 25% respectively, In this age the SBI considers the most because of their 20 years of loan tensure. At the age of 35-45, HDFC had given 15%, ICICI 40%, whereas SBI and PNB have 18% and 15% repectively, In this ICICI considers the most because while sactioning the loan the sanctionnee should be capable of paying the loan At the age of 45-60, HDFC had given 25%, ICICI 5% whereas SBI 2% and PNB 5% respectively, in this HDFC considers the most because at this age no other comparative bank gives loan.

4.3 HDFC V/s ICICI V/s SBI V/s PNB TENSURE OF LOAN

BANKS HDFCICICISBIPNB

TENSURE25152025

X AXIS BANKSY- AXIS NO OF YEARS

INTERPRETATION :-

In the above graph, the rate of interest of two banks have been compared, As Y axis indicates No of years and X axis indicates banks. In above graph the banks are been compared by the duration of repaying the loan. In this HDFC and PNB have maximum tensure of 25 years whereas SBI and ICICI have 15 and 20 years repectively. The advantage of having long tensure is the monthly installment might be less than shot tensure but, the rate of interest will 1.50% more than normal rate of interest.

4.4 HDFC V/s ICICI V/s SBI V/s PNB NO OF DAYS FOR DISBURSEMENT

(LOAN UPTO 50 LAKHS)

BANKSHDFCICICISBIPNB

NO OF DAYS FOR DISBURSEMENT(LOANUPTO 50 LAKHS)20304525

X AXIS- BANKS Y AXIS NO OF DAYS

INTERPRETATION :-

In the above graph, the rate of interest of two banks have been compared, As Y axis indicates No of Days and X axis indicates banks. In the above graph explain us about the number of days taken for disbursement of the loan. As in above table HDFC takes 20 days, ICICI 30 days, SBI 45 Days whereas PNB 25 days As a result due to less documentation and loan sanction in 5 mins for home loan the HFDC is the only bank who takes less days for disbursement of loan as compared to other four banks.

4.5 HDFC V/s ICICI V/s SBI V/s PNB CUSTOMERS FROM DIFFERENT LEVEL(CLASS)

BANKSLOWER CLASS(CUSTOMERS)MIDDLE CLASS(CUSTOMERS)HIGHER CLASS(CUSTOMERS)

HDFC1%19%30%

ICICI5%25%20%

SBI30%15%5%

PNB15%25%10%

X AXIS- BANKSY AXIS PERCENTAGE OF LOWER, MIDDLE & HIGHER LEVEL

INTERPRETATION :-

In the above graph, the rate of interest of two banks have been compared, As Y axis indicates percentage and X axis indicates banks. As in the above graph it explains that the percent of customer that are attracted towards these banks As the customer attracts towards the banks because of their rate of interest, in this case SBI had done a good job where they manage to attract 30% out of 50% in lower level but in case other banks they do not because of their high rate of interest. In case of higher level of customer the people do get attracted, as they have high interest in home loan in other hand their FD rate are higher too.

4.6 HDFC V/s ICICI V/s SBI V/s PNB DEFAULTERS AND REGULAR PAYEE

BANKSDEFAULTERSREGULAR PAYEE

HDFC15%35%

ICICI25%25%

SBI5%45%

PNB16%34%

X AXIS- BANKSY AXIS PERCENATGE OF PAYEE AND DEFAULTERS

INTERPRETATION :-

In the above graph, the rate of interest of two banks have been compared, As Y axis indicates percentage and X axis indicates banks. As in the above graph it explains the percentage of defaulter and regular payee. The defaulter takes place when the person Is not able to pay the regular EMIs in that case ICICI have the most of 25 % because of high rate of interest Wherea the regular payee are those who pay the EMIs regularly in that case SBI are at 5% because of low interest and long tensure.

4.7 PERCEPTION OF SERVICE AND PRODUCT INTRODUCED BY HDFC V/s ICICI V/s PNB V/s SBI

HDFCICICISBIPNB

LUCRATIVE

80%70%80%65%

NOT LUCRATIVE

10%15%15%20%

NO IDEA

5%15%15%15%

.

X AXIS PERCEPTIONY AXIS PERCENTAGE

INTERPRETATION :-

In the above graph, the rate of interest of two banks have been compared, As Y axis indicates percentage and X axis perception. HDFC and SBI have 80 % and ICICI 70%, PNB 65% are lucrative. ICICI and SBI have 15% and HDFC 10 PNB 20 % not lucrative . SBI, ICICI and PNB are 15% whereas HDFC 5%of no idea.

4.8 THINGS THAT ATTRACTED CUSTOMERS TO HDFC

IMAGE SERVICEPRODUCT

PERCENTAGE65%25%10%

INTERPRETATION:- In the above graph x axis is image, service and product and on Y axis percentage. In which people are attracted to image as its have a competitive image in the market whereas service and the new products or the existing product are 25 % and 10% In this graph they come out with a firm percentage where they are strong to be in this competitive market .

4.9 PRODUCT USED BY CUSTOMER

NAMEHDFC(%)

SAVING A/C9%

FIXED DEPOSIT A/C30%

CURRENT A/C5%

DEMAT A/C14%

LOAN 25%

INSURANCE10%

MUTAUL FUNDS5%

X AXIS PRODUCT OF HDFCY AXIS - PERCENTAGE

INTERPRETATION In the above graph x axis is accounts hdfc have and Y axis indicates percentage In this people are most attracted towards the high rated fixed deposit and low rate home loan interest. Whereas in this fixed deposit is the most of 30% and loan is 25% Saving, mutual fund and insurance are 9%,5% 10%.

4.10 BEST SERVICE OF HDFC BANK

SERVICEHDFC

FIXED DEPOSITE45%

CURRENT A/C15%

DEMAT A/C15%

INSURANCE12%

LOANS13%

X AXIS SERVICE OF HDFCY AXIS - PERCENTAGE

INTERPRETATION In this graph X axis is types of service and Y axis percentage Fixed deposit is 45%, Current A/c is 15 %, Whereas Demat insurance and loans are 15%,15%,12%,13% respectively.

4.11 BEST EXTRA SERVICE OF HDFC BANK

SERVICEHDFC (%)

ATM45%

NET BANKING30%

PHONE BANKING25%

BILL PAYMENT20%

MOBILE BANKING10%

X AXIS EXTRA SERVICE BY HDFCY AXIS - PERCENTAGE

INTERPRETATION: In above graph X axis is extra service provided by bank and Y axis percentage The above graph explain us that what customer use the most and find it safe for transaction. In this ATM,NET BANKING,PHONE BANKING are used most with 45%,30%,25% respectively BILL payment and mobile banking is 20 and 10 %

4.12 RELATIONSHIP PERCENTAGE OF HDFC BANK

RATINGHDFC

GOOD81%

AVERAGE15%

POOR4%

INTERPRETATION In the above graph x axis is the rating and y axis is percentage. As this graph explain us the relationship status of bank with customers. In which good is 81%, average is 15% and poor is 4 %.

4.13 AWARENESS OF NEW PRODUCTS AND SERVICE

RATINGHDFC

YES85%

NO15%

INTERPRETATION In this above graph on x axis is rating and y axis is percentage This graph explains us that the customer of HDFC are aware or not In this yes is 85% and no is 15%

4.14 SATISFIED WITH THE DEALING OF BANK

RATINGHDFC

YES75%

NO10%

TO SOME EXTEND15%

INTERPRETATION: In the above graph x axis is rating and y axis percentage. In this it explain us about dealing with the bank In which yes is 75 % and no is 10%. To some extend is 15%

CHAPTER 5

5.1 CONCLUSION

The Indian customer has come a long way from purchasing to fulfilling their needs from buying a house customers now grab everything that comes their way but they do their own survey of optimum loans; same is the case with banks & housing loans

With innumerable choices before him, the customer is needed then king.

It is therefore imperative that if the bank has to succeed in competitive world, it should be technological starry.

Customer centric progressive driven by highest standard of cooperative governance & guided by sound ethical values & above all should have personalized customer services.

There is scope of exploiting the vast middle income group by releasing loans with special interest rate, which would be beneficial to both parties

5.2 BIBLOGRAPHY

MAGAZINE :- Banking Finance, Editor R.G Agarwal and Associates march 2013.

NEWSPAPER :-Business standard.Economic Times.

WEBSITES :-www.hdfc.comwww.HDFCBANK.comwww.personalfn.comwww.PNB.comwww.SBI.comwww.ICICI.comSearch engine- www.google.com

CHAPTER 6

ANNEXURE

QUESTIONNARE

Name: ..

Address: ..

Contact No : ( O) (M)

City: ...............

Pin: .

State: .

(1) For how long you have been a part of HDFC? Less than 6 Months Less than 2 years Less than 1 year More than 2 years

(2) What are the reasons that attract you to be a customer of HDFC Bank? Its image Its service Product All the above

(3) Are you aware of the different service offered by the HDFC Bank? Yes No

(4) Loan tenure you preffered in HDFC? 5 10 15 20

(5) Your age Sir/Madam ? 21-31 32-42 43-52 52-60

(6) Which of these products are you using? Savings A/c Fixed Deposit A/c Current A/c Demats A/c Credit Card Insurance Mutal funds Loans

(7) Do you find HDFC as a fast home loan disbursement Bank Yes No Dont know

(8) Which service of the bank would the rate the best? Fixed Deposit A/c Current A/c Demat A/c Credit Card Insurance Mutal funds Loans

(9) Do you know about the extra service provided by the bank? Yes No

(10) Which of the following extra services of the bank would you like to go for it? ATM Net Banking Phone banking Bill Payment Mobile Banking None of the above All of these

10 What are the perception regarding the service of the bank? Good Average Poor

11 Are you satisfied with the dealing of the bank official? Yes No To some extend

12 Any problem you are facing regarding with the bank? Timeless Customer relationship Others Rate of interest

13 How likely are you to recommend bank services to friends? Very likely Some what likely Neither likely nor likely Very likely

14 How will you rate HDFC Bank in Maintaining good relationship with customers? Good Average Poor