hdfc bank ltd. - customer attitude towards atm services

8/14/2019 HDFC Bank Ltd. - Customer Attitude Towards ATM Services

1/98

SUMMER TRAINING PROJECT

ON

CUSTOMER ATTITUDE

TOWARDS

ATM SERVICES

(A STUDY OF HDFC BANK, BULANDSHAHAR)

Submitted in partial fulfillment for the requirement of the award of degree inMaster of Business Administration

(AFFILIATED T MA!AMA"A TE#!$I#AL %$I&E'SIT"

(SESSION : 2012201!)

U"#$% G&'#$"$ * S&+'--$# B.:

M%/ G&%' S"% M- B3$4

R/"1215560076

MBA


2/98

NOIDA INSTITUTE OF ENGINEERING 8 TECHNOLOGY

19, KNOWLEDGE PARKII, GREATER NOIDA

)


3/98

DECLARATION

I* M- B3$4, student of MBA* $IET*

+reater $oida session ),-).),-/* 'oll $o01-)-223,,43* hereb5 de6lare that

summer training report entitled CUSTOMER A--'-$ -;%#< ATM

S$%='$>>> M-

B3$4

2


4/98

ACKNOWLEDGMENT

M5 debts to assistan6e in ma7ing this pro8e6t report are more numerous than 6an be

identified here0 This whole effort is a result of the guidan6e* assistan6e and inspiration of

se9eral people who ha9e helped me throughout the stud5 and preparation of the report0 I

feel greatl5 honored to e;press m5 indebt ness and profound gratitude to M%/ I%*"

A# "# M%/ P%# S'"3* under whose able guidan6e this pro8e6t was

underta7en0 This assistan6e* en6ouragement* inspiration and 9arious suggestion right

from the 9er5 beginning of this pro8e6t to its a66omplishment has helped me to prepare a

more realisti6 report in a limited period whi6h otherwise ha9e been diffi6ult0

I would also li7e to e;press m5 sin6ere gratitude to M%/ G&%' S"% NIET*

who inspired me to undergo su6h pro8e6t* whi6h has gi9en me pra6ti6al e;perien6e and

ease in learning Mar7et 'esear6h0

I shall be failing in m5 dut5 if I don:t e;press m5 sin6ere gratitude to all the respondents

of m5 sur9e5 who lent me 9arious time and pro9ided me with all the ne6essar5

information0 At last I would li7e to than7 to all those lo9ing hearts that dire6tl5 or

indire6tl5 helped me in m5 pro8e6t stud50

M- B3$4

R44/"1215560076

MBA

/


5/98

CONTENTS

SL/NO CHAPTE

R NO/

CONTENTS PAGE

NO/1 DECLARATION 2

2 ACKNOWLEDGEMENT 5

5 PREFACE 7

! 1 INTRODUCTION ?6

7 COMPANY PROFILE 6@

? 2 HISTOTY OF BANKING IN INDIA @1!

6 ABOUT HDFC BANK 1721

@ ABOUT

ATM

INTERNATIONAL DEBIT

CARD

PHONE BANKING

2276

9 OBJECTIVE 7@79

10 5 RESEARCH METHODOLOGY ?0?7

11 ! REPORT (RESULTS AND FINDINGS) ??66

12 7 LIMITATIONS 8SUGGESTIONS 6@@0

15 RECOMENDATION @1@2

1! SWOT ANALYSIS @5@!

17 HYPOTHESIS @7@6

1? CONCLUSION @@

16 BIBLIOGRAPHY @991

1@ ANNEURE 929!

4


6/98

PREFACE

As integral part of ) 5ears full time MBA program e9er5 student required to under

goes summer training of first 5ear for period of < to = wee7s in an organi>ation0

This training program is mandator5 for ea6h student a6quired them whi6h the wa5

in an organi>ation fa6e to su66essfull5 run their business in the 6ompetiti9e

en9ironment this also ha9e gi9en to the students a pra6ti6al e;posure0

About the mar7et and their industries en9ironment this also has gi9en to students a

pra6ti6al e;posure0 For the same time I also got the 6han6e to m5 summer training

in !DF# Ban70

In this highl5 6ompetiti9e mar7et where man5 pla5ers fighting ea6h and e9er5

moment to in6rease their mar7et share and to be6ome the 6ustomer first

preferen6e0

This pro8e6t was an attempt to stud5 the 6onsumer:s beha9ior* preferen6es and the

mar7et share to produ6ts of !DF# Ban7 ATM0

CHAPTERI

4


7/98

EECUTIVE SUMMARY


8/98

EECUTIVE SUMMARY

D'%$- +"'"3 ""$4< =$be6ome an endemi6 part of the ban7ing

6ulture0 ATM is one of them0 For man5 people* the onl5 6onta6t the5 now ha9e with their ban7 is through an ATM0

But to trul5 unlo67 the 9alue of an ATM we must loo7 6loser at the user e;perien6e and the t5pe of ser9i6e that

6ould be deli9ered0

!DF# Ban7 is one of the best dire6t ban7ing 6hannels with 34, ATM a6ross India0 I was

gi9en the opportunit5 to do a pro8e6t C&


9/98

THE HISTORY

OF

BANKING IN INDIAN

=


10/98

THE HISTORY OF BANKING IN INDIAN

Ban7ing in India has its origin as earl5 as the &edi6 period0 It is belie9ed that the

transition from mone5 lending to ban7ing must ha9e o66urred e9en before Manu*

the great !indu ?urist* who has de9oted a se6tion of his wor7 to deposits and

ad9an6es and laid down rules relating to rates of interest0 During the Mogul

period* the indigenous ban7ers pla5ed a 9er5 important role in lending mone5 and

finan6ing foreign trade and 6ommer6e0 During the da5s of the East India

#ompan5* it was the turn of the agen65 houses to 6arr5 on the ban7ing business0

The +eneral Ban7 of India was the first ?oint Sto67 Ban7 to be established in the

5ear -3=


11/98

n ?ul5 -@* -@


12/98

PUBLIC SECTOR BANKS

State Ban7 of India and its asso6iate ban7s 6alled the State Ban7 group

-@ $ationali>ed ban7s

'egional 'ural Ban7s mainl5 sponsored b5 ubli6 Se6tor Ban7s

--


13/98

PRIVATE SECTOR BANKS

ld generation pri9ate ban7s

$ew generation pri9ate ban7s

Foreign ban7s in India

S6heduled #o.operati9e Ban7s

$on.s6heduled Ban7s

-)


14/98

COOPERATIVE SECTOR

The 6o.operati9e ban7ing se6tor has been de9eloped in the 6ountr5 to the

supplement the 9illage mone5lender0 The 6o.operati9e ban7ing se6tor in India is

di9ided into / 6omponents

State #o.operati9e Ban7s

#entral #o.operati9e Ban7s

rimar5 Agri6ulture #redit So6ieties

Land De9elopment Ban7s

%rban #o.operati9e Ban7s

rimar5 Agri6ultural De9elopment Ban7s

rimar5 Land De9elopment Ban7s

State Land De9elopment Ban7s

-2


15/98

DEVELOPMENT BANKS

Industrial Finan6e #orporation of India (IF#I

Industrial De9elopment Ban7 of India (IDBI

Industrial #redit and In9estment #orporation of India (I#I#I

Industrial In9estment Ban7 of India (IIBI

Small Industries De9elopment Ban7 of India (SIDBI

S#I#I Ltd0

$ational Ban7 for Agri6ulture and 'ural De9elopment ($ABA'D

E;port Import Ban7 of India

$ational!ousing Ban7

-/


16/98

ABOUT

HDFC BANK LTD/

-4


17/98

ABOUT HDFC BANK LTD/

The !ousing De9elopment Finan6e #orporation Limited (!DF# was amongst

the first to re6ei9e an in prin6iple appro9al from the 'eser9e Ban7 of India ('BI

to set up a ban7 in the pri9ate se6tor* as part of the 'BIs liberali>ation of the

Indian Ban7ing Industr50 The ban7 was in6orporated in August -@@/ in the name

of !DF# Ban7 Limited* with its registered offi6e in Mumbai* India0 The ban7

6ommen6ed operations as a S6heduled #ommer6ial Ban7 in ?anuar5 -@@40

PROMOTER

!DF# is Indias premier housing finan6e 6ompan5 and en8o5s an impe66able

tra67 re6ord in India as well as in international mar7ets0 Sin6e its in6eption in

-@33* the #orporation has maintained a 6onsistent and health5 growth in its

operations to remain the 6lear mar7et leader in mortgages and ban7ing ser9i6es in

India0 Its outstanding loan portfolio 6o9ers o9er a million dwelling units0

!DF# has de9eloped signifi6ant e;pertise in retail mortgage loans to different

mar7et segments and also has a large 6orporate 6lient base for their housing

related 6redit fa6ilities0 Cith its e;perien6e in the finan6ial mar7ets* a strong

mar7et reputation* large shareholder base and unique 6onsumer fran6hise* !DF#

was ideall5 positioned to promote a ban7 in the Indian en9ironment0

-


18/98

BUSINESS FOCUS

!DF# Ban7s mission is to be a Corld #lass Indian Ban70 The Ban7s aim is to

build a sound 6ustomer fran6hise a6ross distin6t businesses so as to be the

preferred pro9ider of ban7ing ser9i6es in the ni6he segments that the ban7

operates in and to a6hie9e health5 growth in profitabilit5* 6onsistent with the

ban7s ris7 appetite0 The ban7 aims to ensure the highest le9el of ethi6al standards*

professional integrit5 and regulator5 6omplian6e0 !DF# Ban7s business

philosoph5 is based on four 6ore 9alues1 perational E;6ellen6e* #ustomer Fo6us*

rodu6t Leadership and eople0 The Ban7 signed a strategi6 business

6ollaboration agreement with #hase Manhattan Ban7 in Februar5 -@@@0

-3


19/98

CAPITAL STRUCTURE

The authori>ed 6apital of !DF# Ban7 is 's0/4, 6orers0 The paid.up 6apital is

's0)=-0) 6rores0 The !DF# +roup holds )/04 of the ban7s equit5 while about

-202 of the equit5 is held b5 the depositor5 in respe6t of the ban7s issue of

Ameri6an Depositor5 Shares (ADSAD' Issue0 The Indian ri9ate Equit5 Fund*

Mauritius (IEF and Indo6ean Finan6ial !oldings Ltd0* Mauritius (IF!L (both

funds ad9ised b5 ? Morgan artners* formerl5 #hase #apital artners together

hold about --0


20/98

TIMES BANK AMALGAMATION

In a milestone transa6tion in the Indian ban7ing industr5* Times Ban7 Limited

(another new pri9ate se6tor ban7 promoted b5 Bennett* #oleman H #o0 Times

+roup was merged with !DF# Ban7 Ltd0* effe6ti9e Februar5 )


21/98

DISTRIBUTION NETWORK

!DF# Ban7 is headquartered in Mumbai0 The Ban7 at present has an en9iable

networ7 of o9er )24 bran6hes spread o9er -)< 6ities all a6ross the 6ountr50 All

bran6hes are lin7ed on an online real.time basis0 #ustomers in 2@ lo6ations are

also ser9i6ed through Telephone Ban7ing0 The Ban7s e;pansion plans ta7e into

a66ount the need to ha9e a presen6e in all ma8or industrial and 6ommer6ial 6entres

where its 6orporate 6ustomers are lo6ated as well as the need to build a strong

retail 6ustomer base0 Being a 6learingsettlement ban7 to 9arious leading sto67

e;6hanges* the Ban7 has bran6hes in the 6entres where the $SEBSE ha9e a

strong and a6ti9e member base0 The Ban7 also has a networ7 of almost o9er 34,.

networ7ed ATMs a6ross these 6ities0

Moreo9er* !DF# Ban7s ATM networ7 6an be a66essed b5 all domesti6 and

international &isaMaster#ard* &isa Ele6tronMaestro* lus#irrus and Ameri6an

E;press #redit#harge 6ardholders0 It is the onl5 ban7 in India whi6h pro9ides

a66ess to all the 2 ma8or International #ard $etwor7s on its ATM networ70

),


22/98

TECHNOLOGY USED

!DF# Ban7 operates in a highl5 automated en9ironment in terms of information

te6hnolog5 and 6ommuni6ation s5stems0 All the ban7s bran6hes ha9e

6onne6ti9it5 whi6h enables the ban7 to offer speed5 funds transfer fa6ilities to its

6ustomers0 Multi.bran6h a66ess is also pro9ided to retail 6ustomers through the

bran6h networ7 and Automated Teller Ma6hines (ATMs0 The Ban7 has made

substantial efforts and in9estments in a6quiring the best te6hnolog5 a9ailable

internationall5* to build the infrastru6ture for a world 6lass ban70 In terms of

software the #orporate Ban7ing business is supported b5 Fle;tube* while the

'etail Ban7ing business b5 Finware* both from i.fle; Solutions Ltd0 (formerl5

#iti6orp Information Te6hnolog5 India Ltd00 The s5stems are open* s6aleable and

web.enabled0

The Ban7 has prioriti>ed its engagement in te6hnolog5 and the internet as one of

its 7e5 goals and has alread5 made signifi6ant progress in web.enabling its 6ore

businesses0 In ea6h of its businesses* the Ban7 has su66eeded in le9eraging its

mar7et position* e;pertise and te6hnolog5 to 6reate a 6ompetiti9e ad9antage and

build mar7et share0

)-


23/98

A HISTORY OF ATM

))


24/98

A HISTORY OF ATM

ATM is the 6ulmination of all the de9elopments in swit6hing and transmission in

the last twent5 5ears0 This in6ludes the ad9ent of pa67et.swit6hing and the 6hange

from 6oa;ial to opti6al0

CIRCUIT SWITCHING:

This was the first t5pe of data transfer mehanism used0 A dedi6ated line on the

networ7 path is allo6ated to the parties in9ol9ed in the transfer o9er the networ70

#hannel 6apa6it5 has to be a9ailable and reser9ed between ea6h pair of nodes on

the path* and ea6h node has to ha9e a swit6hing 6apabilit50 For different

appli6ations* utili>ation of the line 6an 9ar5 enormousl50 !owe9er there is little

dela5 and effe6ti9e transparen65 for the user0 It is 9er5 effi6ient for #onstant Bit

'ate (#B'0

PACKET SWITCHING:

Data to be sent is bro7en down into 6hun7s or pa67ets0 Ea6h pa67et 6ontains data

and header information for 6ontrol e0g0 routing0 At ea6h node the pa67et is

re6ei9ed* stored briefl5 and passed on0 At ea6h node the pa67ets ma5 be put on a

queue for further mo9ement into the networ70 There are two approa6hes to

transport .

-0 D-3%. where ea6h pa67et 6an ta7e an5 path through the networ7 as

long as the5 all rea6h the destination0

)0 V'%-&4 C'%&'- . where all the pa67ets are routed through the same path

without ha9ing the path dedi6ated0

Datagram allows for d5nami6 handling of 6ongestion and no 6all setup is

ne6essar50 &irtual 6hannels allow for sequen6ing* error and flow 6ontrol0

)2


25/98

MULTIRATE CIRCUIT SWITCHING:

This is an enhan6ement of the s5n6hronous Time.Di9ision Multiple;ing (TDM

approa6h used initiall5 in 6ir6uit swit6hing0 In 6ir6uit swit6hing a station must

operate at a fi;ed data rate whi6h must be used regardless of appli6ation0 In

multirate swit6hing* multiple;ing is introdu6ed0 A station atta6hes to the networ7

b5 means of a single ph5si6al lin7 whi6h 6arries multiple fi;ed data.rate 6hannels

(B.6hannel


26/98

CELL RELAY:

This is an e9olution from frame rela5 and multirate 6ir6uit swit6hing0 #ell rela5

uses fi;ed si>ed pa67ets 6alled 6ells0 Multirate 6ir6uit swit6hing also had fi;ed

6hannels0 #ell rela5 allows for the definition of 9irtual 6hannels with data rates

d5nami6all5 defined0 %sing a small 6ell si>e allows almost 6onstant data rate e9en

though it uses pa67ets0

From frame rela5* 6ell rela5 ta7es impro9ed error 6ontrol into a66ount* and allows

more errors to be handled at a higher

Logi6al le9el0 The fi;ed.si>e 6ells redu6e o9erhead e9en more and thus allows

rates of tens to hundreds of Mbps0

So we ha9e seen progression from two areas . 6ir6uit swit6hing for #B'* and

pa67et swit6hing for &B'0 #ell rela5 is equall5 as good with either #B' or &B'

as is shown b5 the diagram

)4


27/98

TRANSMISSION:

In the late -=,,s signals were analog and telephones were allo6ated a single

6hannel per line for transmission0 De9elopment of the 9a66um tube led to analog

s5stem emplo5ing FDM ( Frequen65 Di9ision Multiple;ing * in -@)4 and 6oa;

was installed in -@2

frequen65 regions* and in -@


28/98


29/98

ATMS OF HDFC

!DF# has 34, ATM a6ross India0 This ma7es mone5 a66essible )/ hours a da5* 3

da5s a wee7* 2


30/98

international 6ardholders the benefits of 6ash ad9an6es from an5 of our ATMs0 T

&


31/98

ADVANTAGES

OF

ATM

2,


32/98

THE ADVANTAGES

When you open an HDFC Bank NRE Savings Account, you gain

the following enefits!

I"-$%"-'"4 D$+'- C%#:

It is li7e an ATM 6ard 5ou 6an shop with0 "ou 6an use it to shop at o9er

=, la7h establishments in -/, 6ountries or withdraw 6ash from


33/98

The5 6an use the ATM 6ard to withdraw 6ash from an5 of our widespread

networ7 of ATMsa6ross India0

LETTER OF MANDATE

"ou 6an gi9e a letter opf mandateA to 5our lo6al representati9e in

India who 6an operate the a66ount on 5our behalf0.

PERSONALISED CHEUE BOOK:

"ou get a personalised 6heque boo7 that is issued on the $'E Sa9ings

A66ount0

NETBANKING:

$ow* a F'EE* safe and se6ure wa5 to do 5our ban7ing o9er the Internet0

%sing the highest le9el of en6r5ption* for ma;imum se6urit5* pa5 5our

utilit5 bills in India* transfer funds between 5our a66ounts or to third

parties within the ban7* all at the 6li67 of a mouse0 "ou 6an 6arr5 out the

following transa6tions1

o A66ount Balan6e inquir5

o A66ount Statement inquir5

2)
http://www.hdfcbank.com/dropdown/atm.asphttp://www.hdfcbank.com/dropdown/atm.asp


34/98

o Fi;ed Deposit inquir5

o

#heque Status inquir5

o #heque Boo7 request

o Fi;ed Deposit request

o Fund Transfers

o Stop a5ment request for a single 6heque or a series of 6heques0

BILL PAY:

%se this 6on9enient fa6ilit5 to pa5 5our ele6tri6it5* phone and mobile bills

through an5 of the 6hannels0 It 6an e9en use the Billa5 fa6ilit5 through

$etBan7ing to pa5 lo6al bills . phone* ele6tri6it5* mobile phones in 2< Indian

6ities* right from where9er 5ou are* thousands of miles awa50

NOMINATION FACILITY:

$omination is allowed in $'E A66ounts0

FREE UARTERLY STATEMENTS:

22


35/98

"ou are sent uarterl5 Statements at 5our mailing address0The5 are

generated as of 2-st Mar6h* 2,th ?une* 2,th September and 2-st

De6ember0 Monthl5 statements and Dupli6ate statements are a9ailable at a

fee0

PHONEBANKING:

En8o5 FREE)/.hour honeBan7ing to 6he67 5our balan6e* find out the

status of 5our 6heque or e9en open new Fi;ed Deposits0The following

transa6tions 6an be 6arried out1

o A66ount Balan6e inquir5

o A66ount Statement inquir5

o Fi;ed Deposit inquir5

o #heque Status inquir5

o #heque Boo7 request

o Fi;ed Deposit request

o Fund Transfers

o Stop a5ment request for a single 6heque or a series of 6heques0

INTERCITY BANKING:

2/


36/98


37/98

EAGE ADVANTAGES

E


38/98

pur6hases at mer6hant lo6ations0 For all su6h transa6tions done abroad*

5our a66ount will be debited in Indian 'upees regardless of the 6urren65 in

whi6h 5ou transa6t0

W'#$


39/98

C


40/98

un8ab @4-)/.)2, @2@2 for rest of !ar5ana and @4=,.4), ))22 for rest of

arnata7a0

As 5ou 7now for a9ailaing this fa6ilit5 in Mumbai 5ou simpl5 need to dial

)=4


41/98

o Additionall5 5ou must also report the loss to the nearest lo6al

poli6e authorities and forward a 6op5 of the FI' to the Ban70

/,


42/98

W%4#;'#$ A


43/98

THE MECHANICS OF MONEY TRANSFER

"% are tra9eling abroad and want to send mone5 ba67 home qui67l50 r* 5ou

are an $'I wor7ing abroad loo7ing to transfer 5our hard earned mone5 home0

This is how 5ou 6an do it0

Mone5 6an be transferred through ban7s* Ceb sites su6h as 'emit)India06om* and

mone5 transfer 6ompanies su6h as Cestern %nion0 !owe9er* ea6h has its

ad9antages and disad9antages0

/)


44/98


45/98

5ou ha9e to deposit it in a ban70 #arr5ing plasti6 mone5 is also a good option for

a66essing 6ash qui67l50 For instan6e* a #itiban7 ban7ing 6ard with a Master#ard

logo allows 5ou to shop or get 6ash from ATMs a6ross the globe0 This 6ard does

not ha9e finan6e 6harges and annual fees0

!owe9er* these 6ards ha9e dail5 spending limits0 Some ban7s with a good

international networ7 also offer ATM fa6ilities for international debit* 6redit and

6harge 6ards0 For instan6e* 5ou 6an use an ATM 6ard of !DF# Ban7 to draw

mone50

Ban7s also offer online ban7ing transfer fa6ilities whi6h enable 5ou to tra67 5our

remittan6e online0 For instan6e* I#I#I Ban7 offers produ6ts* su6h as ower

Transfer* e.transfer* and 6heque transfer0 The time ta7en for reali>ing mone5

9aries from produ6t to produ6t0 For more details 6onta6t the ban7s0

Ban7ing transfers are 9er5 6on9enient* parti6ularl5 for 6hequedraftswire

transferonline ban7ing transfer* if both the sender and the benefi6iar5 ha9e

a66ounts in the same ban70

//


46/98

MONEY TRANSFER COMPANIES

Some 6ompanies* su6h as Cestern %nion Mone5 Transfer and Mone5 +ram* also

transfer funds0 All 5ou need to do is lo6ate the nearest agent who represents the

mone5 transfer 6ompan5* fill in Gto send mone5G format* and pa5 the 6ash and the

ser9i6e fee0 The agent will* in turn* pro9ide 5ou with a mone5 transfer 6ontrol

number0 "ou ha9e to 6ommuni6ate this number to the benefi6iar50

Cithin an hour* the benefi6iar5 6an 6olle6t the mone5 from the nearest agent b5

filling in the Gto re6ei9e mone5G form and pro9iding a 9alid identifi6ation0

+enerall5* in India* identifi6ation su6h as 9alid assport* &oters ID* A$ $o* and

dri9ing li6ense are a66epted0 Depending on the lo6ation and amount of mone5

in9ol9ed* the benefi6iar5 ma5 be as7ed a Gtest questionG to 9erif5 whether heshe

is the intended re6ei9er0 The test question is 6reated b5 5ou (the sender0

!owe9er* it should be noted that ma;imum amount that 6an be sent per

transa6tion should not e;6eed (%S N)*4,, as per the Indian +o9ernments

requirement0 Besides* mone5 transfer pa5ments are reser9ed onl5 for pri9ate

6onsumer use and not for 6ommer6ial* business or in9estment purposes0 It should

also be noted that the agent will pa5 the transferred amount in the form of 6ash up

to 's 4,*,,,0 For higher pa5outs* the agent will issue a 6heque whi6h 6an be

en6ashed in ban7s0 !owe9er* there is no 6ash pa5out limit for foreign passport

holders in India0 As per the +o9ernments requirement* a single benefi6iar5 6annot

re6ei9e more than -) pa5ments through mone5 transfer annuall50

/4


47/98

WEB SITE TRANSFERS

Man5 Ceb sites also transfer mone50 For instan6e* (remit)india

www0timesofmone506om offers this ser9i6e0

These Ceb sites also enable 5ou tra67 5our mone5 online0 All 5ou need to do is

log on to the site and fill the requisite details (5ours and the benefi6iar5s* the

amount and the pa5ment mode for sending the mone50 The benefi6iar5 will

re6ei9e the mone5 in the form of 6heque or demand draft or through dire6t

deposits (if the benefi6iar5 has a66ount with an5 of the 6ompan5s partner ban7s0

The fee 9aries based on the transfer amount* mode of pa5ment and senders

lo6ation0

A word of 6aution to those who send mone5 through Ceb sites O 7indl5 ensure

that the Ceb site is a reputed one and re6ogni>ed b5 the 'eser9e Ban7 of India0

Before de6iding on the mode of transfer* e9aluate the 6ost in9ol9ed in ea6h

method* the time ta7en* the ease at whi6h 5ou 6an send and re6ei9e funds* safet5

and the transa6tion limit0

A44 .& "$$# - =$ '< " HDFC B" A&"-/

REFILL THROUGH ATMS :

-0 #hoose others i6on in the first s6reen of the ATM after entering 5our I$0

)0 Sele6t the Bill a5repaid 'efill i6on on the s6reen0

20 Sele6t prepaid refill i6on on the s6reen out of the 6hoi6es of Ele6tri6it5*

Telephone et60

/0 Enter 5our prepaid mobile number and 6onfirm the same0

40 #hoose 5our preferred tariff and 6onfirm the pa5ment0

/


48/98


49/98

ur Mobile Ban7ing ser9i6e is one of the easiest wa5s for 5ou to a66ess 5our

a66ount0 Its free* instant and 5ou 6an ban7 through SMS0 Chats more* 5ou 6an

use Mobile Ban7ing e9en when 5oure on the mo9e0

To a9ail of the ser9i6es mentioned below send an SMS to -)2)2

#he67 5our a66ount balan6e0

#he67 on the last three transa6tions 5ou made0

'equest for a statement0

rder a 6heque boo70

Enquire on a 6heque status0

Stop a 6heque0

&iew 5our Fi;ed Deposit details0

Ma7e 5our utilit5 bill pa5ments o9er SMS0

H; & #$< '-


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PRODUCT FEATURES

-0 #urrentl5* range and !ut6h prepaid 6ustomers at the mentioned 6ir6les*

who are !DF# Ban7s A66ount holders 6an now get their pre.paid 6ards

refilled for the amount the5 desire through the ATMs0

)0 This hassle.free and 6on9enient ser9i6e is a9ailable )/ hours a da5* 2


51/98


52/98

WHO CAN APPLY

A R$


53/98

F% -$ *'%


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REFILL THROUGH SMS:

'egister for our free Mobile Ban7ing ser9i6e and get 5our range prepaid 6ard

refilled for the amount 5ou desire0 ?ust send an SMS at an5 time of the da5 or

night and 5our 6ard will be refilled within se6onds0 The amount will be instantl5

dedu6ted from 5our ban7 a66ount* ma7ing it hassle free and 6on9enient0

I-< -&44. =$%. $


55/98

N-$: P4$


56/98

For further information on more 6on9enient ser9i6es from us at !DF# Ban7* 6all

)=4< -=-=* log on to www0hdf6ban706om or 8ust wal7 in to the bran6h 6losest to

5ou0 "ou 6an also 6all range at 4


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INTERNATIONAL DEBIT CARD

4


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INTERNATIONAL

DEBIT CARD

It:s li7e an ATM 6ard one 6an shop with0 !DF# Ban7 International Debit #ard

6an be used to a66ess a66ount from a widespread networ7 of ATMs within India

and abroad0 #ash 6an be with drawn at o9er =*,,*,, &isaMaestrolus#irrus

ATMs in -/, 6ountries0 Shopping at o9er 4-*,,, establishments in India and o9er

-, million worldwide 6an be done with International Debit #ard0 At sele6t

bran6hes of #anara Ban7 and Ban7 of India withdraw of 6ash against !DF# Ban7

International Debit #ard (a9ailable onl5 with the &isa Ele6tron programme 6an

be done0

43


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PHONE BANKING

4=


60/98

PHONE BANKING

J&


61/98

CHAPTER5

RESEARCH OBJECTIVE

OF

THE STUDY


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OBJECTIVE OF THE PROJECT

To 7now the potential mar7et of !DF# Ban7 for ATM in Bulandshahar

#it50

To e9aluate the ser9i6es0

To determine the e;isting usage rate of ATM:S0


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RESEARCH METHODOLOGY


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'esear6h methodolog5 is the mean to plan out the wor7ing pro6ess or the 6ourse

of a6tion to rea6h the ob8e6ti9e0 It is e;tremel5 6ru6ial and holds the 7e5 to the

su66ess of the sur9e50

SAMPLE AREA : BULANDSHAHAR

SAMPLING : SIMPLING RANDOM SAMPLING

SAMPLE SIE : 500

TYPE OF DATA : PRIMARY DATA

DATA COLLECTION

METHOD : INTERVIEW THROUGH UESTIONNAIRE

INTERVIEW

TECHNIUE : CONTACTED PERSONALLY

TYPE OF

UESTION : OPEN AND CLOSED ENDED

RESEARCH DESIGN: DISCRIPTIVE


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The methodolog5 resear6her use in the entire resear6h and sur9e5 wor7

6an define as in this method0 'esear6her used the sur9e5 in this passion so that

there was minimum wastage of man0 material and mone5 0

RESEARCH DESIGN:

T.$< * R$


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RESEARCH APPROACH:

There are two basi6 approa6hes to resear6h0 quantitati9e and qualitati9e m5

approa6hes are both0 'esear6her 6olle6ts the quantitati9e data and the opinion of

the people bi7e performan6e of the produ6t0 dealership0 satisfa6tion le9el and there

e;pe6tation0

TYPES OF UESTIONNAIRES:

Chen resear6her start preparing questionnaires then resear6her 7eep all the brings

in this mind that guideline of his guide and time fa6tor of 6onsumers0

uestionnaires should not be 9er5 bort5 and length5 wor7ing upon the abo9e

guidelines0 The questionnaires there were -4 and target mar7et questionnaires is

-= and total questions )20

TYPE OF UESTIONS:

'esear6h used both 6losed t5pe question0 (e0g0.g the t5pe 5es or no open t5pe

(e0g0.in9iting free response and li67er s6ale question0 I used for qualitati9e in m5

questionnaires0

RESEARCH INSTRUMENT:

'esear6hs resear6h instrument is questionnaires for 6olle6ting the primar5 data0

This is 9er5 6ommon and fle;ible instrument0

SAMPLING:

Sample in mar7et* resear6her 6olle6t needed information from 9arious persons

who are asso6iated with this sub8e6t0 Chen su6h asso6iated persons are in new

number resear6h 6an get information from all of them in su6h some people among


67/98

asso6iated persons are sele6ted and 6olle6t information from them0 These sele6ted

persons represents the whole uni9erse and are 6alled sample0

SAMPLING SIE:

The total number of these sele6ted persons is 6alled sample si>e0 the sample is the

total of persons0 whi6h are inter9iewed b5 resear6her0 In this 6ase stud5 sample

units are one hundred0 resear6her has ta7en response of one hundred persons0

COLLECTING THE DATA:

-0 rimar5 data0

)0 Se6ondar5 data0

-. rimar5 data1 Through sur9e5 resear6her obtains primar5 data dire6tl5

from the 'eader through following method0

A0 bser9ation method0

B0 Inter9iew method0

#0 uestionnaires0

A/ O+


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C/ T%&3 &$


69/98

CHAPTER!

GRAPHICAL DATA INTERPRETATIONS

(RESULTS 8 FINDINGS)


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GRAPHICAL DATA INTERPRETATION

DISCRIPTION OF THE SAMPLE SURVEYED

NO. OF CUSTOMERS ENROLLED DURING THE

FOLLOWING TIME PERIOD FROM THE SAMPLE

SURVEY

1.5 to 2 years

35%

Less Than 6

months

34%

.5 to 1 years

13%

1 to 1.5 years

18%1.5 to 2 years

Less Than 6 months

.5 to 1 years

1 to 1.5 years

From the pie 6hart shown abo9e we 6an see that from the sample si>e of 2,, K

2/ of the 6ustomers were holding a66ount with the ban7 from less than si;

months0 -2 of the 6ustomers were holding a66ount with the ban7 from less than

a 5ear0 -= of the 6ustomers were holding a66ount with the ban7 from less than

5ear and a half 24 of the 6ustomers were holding a66ount with the ban7 from

less than ) 5ears0


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OCCUPATION

BUSINESS

31%

PRIVATE SECTOR

26%

GOVERNMENT

SERVICE

29%

STUDENT

14%

BUSINESS

PRIVATE SECTOR

GOVERNMENT SERVICE

STUDENT

Among the sample of 2,,.

1/ 51Q ;$%$ +&


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ATM5%

INTERNATIONAL

DEBIT CARD22%

BOTH2!%

TYPE OF CARD USED BY THE RESPONDENT

ATM

INTERNATIONAL DEBIT CARD

BOTH

T$%$ %$ -; -.$< * %# **$%$# +. -$ +"

1/ ATM CARD

2/ INTERNATIONAL DEBIT CARD

70Q * -$ %$


73/98

3)

3

25

35

4

2!

2!

3

5 1 15 2 25 3 35 4 45

G"#$&$'(

S($)'#* N$+$#

G($&'$ G($#

G",+($#

A,* N$+$#

M-*/$,

OTHERS

PON

TENTIALAREAS

NO. OF RESPONDENTS


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ANALYSIS OF THE LOCATIONS

T$ -%$$


75/98

RATING OF THE SERVICES OFFERED AT THE

ATM0S

!

142

!

24

6

!

1

12

14

16

E2CELLENT

GOOD

SATISFA

CTO

RY

BAD

VERY

BAD

NOOFRESPONDENTS

O&- * -$ 500 %$


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PROLEM FACED BY THE CUSTOMERS

"ut of the sa#ple su$veye% &'( of the $espon%ents face%

%iffe$ent p$ole#s which a$e)

Ma6hine out of order due to te6hni6al fault in the ma6hine itself or due to

delin70

eople get 's0 4,, notes* as the 's0 -,, notes are not suffi6ient in the

ma6hine0

Man5 time:s 6ash gets o9er and it ta7es a lot of time for refill0

eople ha9e to fa6e a long que at 'ailwa5 Station 6ounter

#learan6e of the 6heques deposited in the ATM:S ta7es time0

The ATM 6ounter has a poor alternate power suppl50 The %S lasts onl5

for )4.2, min after a power 6ut where as the %S of other 6ounters wor7

for 3.= hours0 In that 6ase the 6ustomers ha9e to go to other 6ounter or wait

for the ele6tri6it5 to 6ome0

34


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AWARNESS LEVEL OF TELE BANING AMONG

SAMPLE SIE

14

16

13

135

14

145

15

155

16

165

AWARE NOT AWARE

NO.OFRESPONDENTS

S-#*-)1

S-#*-)2

O&- * -$ 500 %$


78/98

TELE BANING ACTUALLY USED AMONG AWARE

PEOPLE

DON0T USE

56%

USE

44%

USE

DON0T USE

O&- * -$ 1!0 ;%$ $4$

-0 // use the ser9i6e0)0 4


79/98

RATING OF TELE BANING SERVICES

E2CELLENT

33%

GOOD

5%

SATISFACTORY

1%

BAD

%

VERY BAD

%

E2CELLENT

GOOD

SATISFACTORY

BAD

VERY BAD

A"3 -$ &


80/98

T$ "&+$% * '-< $ ATM "-%'+&-$# - -$ --4 '-< '" J&4.200?

B" R# ATM 3- 1@227 '-


81/98

CHAPTER7

LIMITATIONS

8

SUGGESTIONS

=,


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LIMITATIONS 8 SUGGESTIONS

-0 #ustomers want at least fi9e more ATM ma6hines in different main

mar7et in #it50

)0 #ustomers want that !DF# BA$ should e;pand its ATM networ7

fa6ilit5 in the neighboring towns su6h as Lu67now0

20 eople want one more 6ounter at Bran6h ffi6e so that the 6ustomer traffi6

gets di9ided into two and the rush 6an be easil5 managed0

/0 Suffi6ient -,,. notes should be 7ept in the ma6hine as the5 get o9er 9er5

fast and the 6ustomer ha9e to ta7e 4,,. notes0

40 Ban7 should minimi>e the minimum balan6e that is to be maintained b5

the 6ustomer in hisher a66ount (4,,,.0


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@0 Drin7ing water should be 7ept at the 6ounters in hot summers0

-,0 After ser9i6es pro9ided b5 the ban7 should be impro9ed0

--0 The ATM ma6hines should be 6he67ed and ser9i6ed regularl5 to a9oid

ma6hine failure0

-)0 roper Ele6tri6it5 should be pro9ided

-20 Se6urit5 guard must be a9ailable at ATM ma6hines0

=)


84/98

RECOMMENDATIONS

=2


85/98

RECOMMENDATIONS

-0 The usage rate should be in6reased and for that the 6ustomers should be

edu6ated to ma7e full use of their ATM0

)0 !DF# Ban7 should e;pand its ATM networ7 in the 6it5 and into the

neighboring towns0

20 The alternate power suppl5 at Ban7 'oad Bran6h should be impro9ed so that

it gi9es a good and long lasting ba67 up0

/0 The ATM ma6hines should be 6he67ed and ser9i6ed regularl5 to a9oid

ma6hine failure0

40 #ustomers should be made aware of all the dire6t ban7ing 6hannels offered b5

the ban7 and should be taught how to us them properl50 This will redu6e

6ustomer traffi6 in the ban7 and the 6ustomers will be able to use all the

ser9i6es effi6ientl5 and effe6ti9el50

osters and bro6hures should pla6ed at the Ban7 and at the ATM:s to

promote phone ban7ing and other dire6t ban7ing 6hannels0


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30 A phone at the ATM:s will also en6ourage 6ustomers to ma7e use of phone

ban7ing0

=0 ower suppl5 and se6urit5 guard should be properl5 at ATM Ma6hines0

S/W/O/T/ ANALYSIS

=4


87/98

S/W/O/T/ ANALYSIS

STRENGTH:

-0 Ban7 offers different ATM and Debit 6ard b5 whi6h mone5 transa6tion

shopping H pur6hasing 6an be made ease at world le9el0

)0 Ban7 pro9ides globalised networ7 between all bran6hes on world le9el0

WEAKNESSES

-0 Long repa5ment period requires 6onstant follow up and monitoring0

)0 #han6es of default are more sin6e future in6ome of the borrower is not

assured0

OPPORTUNITIES:

-0 E9er5one in this so6iet5 desires to ha9e at least one owned ATM #ard during

his or her life time0

)0 Cith 6heaper interest rates and long repa5ment period demand is in6reasing

da5 b5 da50

20 This se6tor 6reates 8ob opportunities for la7h of people0

THREAT:

-0 Cith stiff 6ompetition in the ATM ban7ing se6tors* this is bound to be6ome in

ruminati9e and hen6e ma5 be6ome in loosing reposition for the ban7s0

=


88/98

HYPOTHESIS

=3


89/98

HYPOTHESIS

Cith the full stud5 of ATM s6heme I 6ame to a 6on6lusion that !DF#

Ban7 is more in demand be6ause of some its spe6ial features in 6omparison to

other Ban7s0

The spe6ial features are1

-0 Fast appro9al with minimum do6umentation0

)0 The ATM 6ard will be possessed H a6ti9ated within /= hours after 6ompleting

do6umentation0

20 It has 9arious attra6ti9e ATM #ard utili>ation0

/0 !DF# Ban7 operates in a highl5 automated en9ironment in terms of

information te6hnolog5 and 6ommuni6ation s5stem0

==


90/98

CONCLUSION

=@


91/98

CONCLUSION

To 6on6lude I ma5 sa5 that !DF# Ban7 is more profitable in ta7ing ATM

#ard be6ause !DF# Ban7s ATM s6heme is the most 6on9enient wa5 to get an5

6ard for 5our new dream0 It gi9es se9eral new ad9antages to the 6ustomer li7e it

offers )/ hour automatised ban7ing ser9i6es with 2@ hone ban7ing number

a9ailable0 It also offers $et ban7ing a6ross the 6ountr5 all 5ear around0 An5

shopping is 9er5 eas5 in o9er -/, 6ountries0

There are also spe6ial benefits for !DF# Ban7 ATM #ard holders the5

6an possess different loans within /= hours after 6ompleting the do6uments0

@,


92/98

BIBLIOGRAPHY

@-


93/98

BIBLIOGRAPHY

M3'"$< 8 P$%'#'4>>>>>>>>>>>>>>>

@4


97/98

!/ HOW DO YOU FIND THE SERVICES OF HDFC ATM DEBIT

CARD

ECELLENT

GOOD

SATISFACTORY

BAD

VERY BAD

7/ HAVE YOU EVER FACED ANY PROBLEM WHILE USING ANY

OF HDFC B" ATM

YES NO

?/ IF YES, PLEASE SPECIFY THE

PROBLEM>>>>>>>>>>>>>//

>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>

/

6/ ARE YOU AWARE OF THE PHONE BANKING

YES NO

IF YES, DO YOU USE IT

YES NO

@/ HOW DO YOU FIND THE PHONE BANING SERVICE OF HDFC

ECELLENT

GOOD

SATISFACTORY

BAD

@


98/98

VERY BAD

9/ ANY SUGGESTION

A >>>>>>>>>>>>>

B>>>>>>>>>>>>>// C>>>>>>>>>>>>>//

D>>>>>>>>>>>>>//

hdfc bank ltd. - customer attitude towards atm services

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