icici and hdfc bank2

8/13/2019 Icici and Hdfc Bank2

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INTRODUCTION


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INTRODUCTION

INTRODUCTION OF UNION BANK

Union Bank of India was established on 11th November 1919 with its headquarters in

the city of Bombay now known as Mumbai.

The ead !ffice buildin" of the Bank in Mumbai was inau"urated by Mahatma #andhi$ the

%ather of the nation in the year 19&1$ and he said on the occasion'

()e should have the ability to carry on a bi" bank$ to mana"e efficiently crores of ru*ees in the

course of our national activities. Thou"h we have not many banks amon"st us$ it does not follow

that we are not ca*able of efficiently mana"in" crores and tens of crores of ru*ees.(

INTRODUCTION OF HDFC BANK

+%, Bank was incor*orated in -u"ust 199$ and$ currently has an nationwide network

of &$/&0 Branches and 10$1/ -TM2s in 1$3 Indian towns and cities.

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COMPANY PROFILE

UNION BANK

Union Bank of India - an overview

COMPANY PROFILE


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A !orio"# Pa#$ - A Bri%&$er F"$"re

Union Bank of India was established on 11th November 1919 with its headquarters in the city of

Bombay now known as Mumbai.

The ead !ffice buildin" of the Bank in Mumbai was inau"urated by Mahatma #andhi$ the

%ather of the nation in the year 19&1$ and he said on the occasion'

()e should have the ability to carry on a bi" bank$ to mana"e efficiently crores of ru*ees in the

course of our national activities. Thou"h we have not many banks amon"st us$ it does not follow

that we are not ca*able of efficiently mana"in" crores and tens of crores of ru*ees.(

is *rescient words antici*ated the "rowth of the bank that has taken *lace in the decades that

followed. The Bank now o*erates throu"h over &400 branches across the country. The Bank2s

core values of *rudent mana"ement without i"norin" o**ortunities is reflected in the fact that the

Bank has shown uninterru*ted *rofit durin" all 90 years of its o*erations.

Union Bank has been *layin" a very *roactive role in the economic "rowth of India and it

e5tends credit for the requirements of different sectors of economy. Industries$ e5*orts$ tradin"$

a"riculture$ infrastructure and the individual se"ments are sectors in which the bank has

de*loyed credit to s*ur economic "rowth and to earn from a well diversified *ortfolio of assets.

6esources are mobilised throu"h ,urrent$ 7avin"s and Term +e*osits and throu"h refinance and

borrowin"s from abroad. The Bank has a lar"e clientele base of over & million.


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!n the technolo"y front the Bank has taken early initiatives and 1008 of its branches are

com*uterised. The Bank has also introduced ,ore Bankin" 7olution with connectivity between

branches. 1008 of the business of the Bank is under ,ore Bankin" 7olution makin" it a leader

amon" its *eers in infusion of technolo"y. Many innovative *roducts are develo*ed usin" the

technolo"y *latform to offer an array of choices to customers$ addin" s*eed and convenience to

transactions. Technolo"y will also enable the Bank to derive substantial cost reduction while

creatin" the requisite ca*acity to handle the ever increasin" volume of business in a com*etitive

environment that offers immense o**ortunities.

-t the end of 7e*tember &011 the Bank achieved total business level of 6s.$&$43/ crore

6u*ees Three :akh %orty two thousand ;i"ht hundred fifty si5 croreation known for its differentiated customer service

To offer a com*rehensive ran"e of *roducts to meet all financial needs of customers

To be a to* creator of shareholder wealth throu"h focus on *rofitable "rowth

To be a youn" or"ani>ation levera"in" on technolo"y ? an e5*erienced workforce

To be the most trusted brand$ admired by all stakeholders

To be a leader in the area of %inancial Inclusion

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BOARD OF DIRECTOR,

,HRI DEBABRATA ,ARKAR

,-I6M-N ? M-N-#IN# +I6;,T!6

,HRI ,,MUNDRA;@;,UTIA; +I6;,T!6

,HRI ,URE,H KUMAR .AIN

;@;,UTIA; +I6;,T!6

DR A BHATTACHARYA

#!A;6NM;NT N!MIN;; +I6;,T!6

,HRI CHANDAN ,INHA

6BI N!MIN;; +I6;,T!6

,HRI BM,HARMA

,-6T;6;+ -,,!UNT-NT +I6;,T!6

DR RA/IDRARAI H DHOLAKIA

7-6;!:+;6 +I6;,T!6

,HRI OPAL KRI,HAN LATH

7-6;!:+;6 +I6;,T!6

,HRI DIPANKAR CHATTER.I

7-6;!:+;6 +I6;,T!6

,HRI B N BHATTACHAR.EE

!%%I,;6 ;M:!C;; +I6;,T!6

,HRI N,HANKAR

)!6DM;N ;M:!C;; +I6;,T!6

DR ATUL AAR0AL

-6T TIM; N!NE!%%I,I-: +I6;,T!6

Organizational Chart of the Bank

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ORGANIZATIONAL CHART

Awars ! Co""enations

Union Bank of India has been the *roud reci*ient of many awards and commendations. It is an

honor to be a**reciated for the work we do in servin" the customer and society.

The +ale ,arne"ie :eadershi* -ward was conferred on Union Bank of India on &4th

!ctober &010 by +ale ,arne"ie Trainin" for the Bank2s transformation initiatives

undertaken throu"h *ro=ect Nav Nirman.

!ur Bank has been the winner of -ssociation of Business ,ommunicators of India

-B,I< #old -ward for marketin" and Brand ,ommunications$ &010. The award is in

reco"nition of the transformation *rocess undertaken by the Bank.

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!ur Bank was ranked as the &F3th most valuable "lobal bankin" brand for calendar year

&009$ u* from 31st rank in &004.

The rankin" is carried by Brand %inance lc$ an inde*endent intan"ible asset valuation

and brand strate"y "lobal firm

The brand value ratin" for Union Bank is -G - means stron"< com*ared to BB BB

means -vera"e< in *revious year

Bank2s brand value increased by 148 durin" the calendar year &009.

The -sian Banker ranked Union Bank of India the Fth 7tron"est Bank in -siaEacific

6e"ion in &009. The Bank was ranked at No. amon"st banks in India.

!ur Bank has *artici*ated in the *resti"ious Bankin" Technolo"y -wards &009

conducted by IB-ET%,I award and ba""ed the Best User of Business Intelli"ence award.

Union Bank of India was awarded the *resti"ious 7koch ,hallen"er -ward &009 for

e5cellence in ca*acity buildin" throu"h innovative conce*t of 2Ailla"e Dnowled"e

,entre2 as *art of financial inclusion initiatives

COMPANY PROFILE

HDFC BANK

+%, Bank is India2s secondElar"est bank with total assets of 6s. $49.F0 billion U7H 4&

billion< at 7e*tember 0$ &004 and *rofit after ta5 6s. 1F.& billion for the half year ended

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7e*tember 0$ &004. The Bank has a network of about 1$00 branches and $30 -TMs in India

and *resence in 14 countries. +%, Bank offers a wide ran"e of bankin" *roducts and financial

services to cor*orate and retail customers throu"h a variety of delivery channels and throu"h its

s*eciali>ed subsidiaries and affiliates in the areas of investment bankin"$ life and nonElife

insurance$ venture ca*ital and asset mana"ement. The Bank currently has subsidiaries in the

United Din"dom$ 6ussia and ,anada$ branches in United 7tates$ 7in"a*ore$ Bahrain$ on"

Don"$ 7ri :anka$ atar and +ubai International %inance ,entre and re*resentative offices in

United -rab ;mirates$ ,hina$ 7outh -frica$ Ban"ladesh$ Thailand$ Malaysia and Indonesia. !ur

UD subsidiary has established branches in Bel"ium and #ermany.

+%, Bank2s equity shares are listed in India on Bombay 7tock ;5chan"e and the National

7tock ;5chan"e of India :imited and its -merican +e*ositary 6ecei*ts -+6s< are listed on the

New Cork 7tock ;5chan"e NC7;


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develo*ment financial institution offerin" only *ro=ect finance to a diversified financial services

"rou* offerin" a wide variety of *roducts and services$ both directly and throu"h a number of

subsidiaries and affiliates like +%, Bank. In 1999$ +%, become the first Indian com*any

and the first bank or financial institution from nonEJa*an -sia to be listed on the NC7;.

-fter consideration of various cor*orate structurin" alternatives in the conte5t of the emer"in"

com*etitive scenario in the Indian bankin" industry$ and the move towards universal bankin"$

the mana"ements of +%, and +%, Bank formed the view that the mer"er of +%, with

+%, Bank would be the o*timal strate"ic alternative for both entities$ and would create the

o*timal le"al structure for the +%, "rou*2s universal bankin" strate"y. The mer"er would

enhance value for +%, shareholders throu"h the mer"ed entity2s access to lowEcost de*osits$

"reater o**ortunities for earnin" feeEbased income and the ability to *artici*ate in the *ayments

system and *rovide transactionEbankin" services. The mer"er would enhance value for +%,

Bank shareholders throu"h a lar"e ca*ital base and scale of o*erations$ seamless access to

+%,2s stron" cor*orate relationshi*s built u* over five decades$ entry into new business

se"ments$ hi"her market share in various business se"ments$ *articularly feeEbased services$ and

access to the vast talent *ool of +%, and its subsidiaries. In !ctober &001$ the Boards of

+irectors of +%, and +%, Bank a**roved the mer"er of +%, and two of its whollyEowned

retail finance subsidiaries$ +%, ersonal %inancial 7ervices :imited and +%, ,a*ital

7ervices :imited$ with +%, Bank. The mer"er was a**roved by shareholders of +%, and

+%, Bank in January &00&$ by the i"h ,ourt of #u=arat at -hmadabad in March &00&$ and

by the i"h ,ourt of Judicature at Mumbai and the 6eserve Bank of India in -*ril &00&.

,onsequent to the mer"er$ the +%, "rou*2s financin" and bankin" o*erations$ both wholesale

and retail$ have been inte"rated in a sin"le entity.

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+%, Bank has formulated a ,ode of Business ,onduct and ;thics for its directors and

em*loyees.

+%, Bank B7;' +%,< formerly Industrial ,redit and Investment ,or*oration of India< is

India2s lar"est *rivate sector bank in market ca*itali>ation and second lar"est overall in terms of

assets. Bank has total assets of about U7+ 100 billion at the end of March &004


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+%, re*orted a 1.138 rise in net *rofit to 6s. 1$01.&1 crore on a 1.&98 increase in total

income to 6s. 9$F1&.1 crore in & 7e*tember &004 over & 7e*tember &00F.

1933' The Industrial ,redit and Investment ,or*oration of India :imited +%,< was

incor*orated at the initiative of )orld Bank$ the #overnment of India and re*resentatives of

Indian industry$ with the ob=ective of creatin" a develo*ment financial institution for *rovidin"

mediumEterm and lon"Eterm *ro=ect financin" to Indian businesses. Mr.-.6amaswami Mudaliar

is elected as the first ,hairman of +%, :imited.

+%, emer"es as the ma=or source of forei"n currency loans to Indian industry. Besides

fundin" from )orld Bank and other multiElateral a"encies$ +%, was also amon" the

first Indian com*anies to raise funds from international markets.

193/' +%, declared its first dividend$ of .38.

1934' Mr.#.:.Mehta a**ointed the second ,hairman of +%, :td.

19/0' +%, buildin" at 1/$ Backbay 6eclamation$ inau"urated.

19/1' The first )est #erman loan of +M 3 million from Dredianstalt obtained.

19/F' +%, made its first debenture issue for 6s./ crore$ which was oversubscribed.

19/9' The first two re"ional offices set u* in ,alcutta and Madras.

19F&' +%, becomes the second entity in India to set u* merchant bankin" services.

Mr. . T. arekh a**ointed the third ,hairman of +%,.

19FF' +%, s*onsored the formation of ousin" +evelo*ment %inance ,or*oration and

mana"es its first equity *ublic issue.

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19F4' Mr. James 6a= a**ointed the fourth ,hairman of +%,.

19F9' Mr.7iddharth Mehta a**ointed the fifth ,hairman of +%,.

194&' +%, became the first ever Indian borrower to raise ;uro*ean ,urrency Units.

+%, commences leasin" business.

194' Mr. 7. Nadkarni a**ointed the si5th ,hairman of +%,.

1943' Mr. N.Aa"hul a**ointed the seventh ,hairman and Mana"in" +irector of +%,.

194/' +%, became the first Indian institution to receive -+B :oans.

+%,$ alon" with UTI$ set u* ,redit 6atin" Information 7ervices of India :imited$

India2s first *rofessional credit ratin" a"ency.

+%, *romotes 7hi**in" ,redit and Investment ,om*any of India :imited.

The ,or*oration made a *ublic issue of 7wiss %ranc F3 million in 7wit>erland$ the first

*ublic issue by any Indian entity in the 7wiss ,a*ital Market.

194F' +%, si"ned a loan a"reement for 7terlin" ound 10 million with ,ommonwealth

+evelo*ment ,or*oration ,+,


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7,I,I mer"ed with +%, :td.

Mr. D.A.Damath a**ointed the Mana"in" +irector and ,;! of +%, :td

199F ' +%, :td was the first intermediary to move away from a sin"le *rime rate structure to a

threeEtier *rime rates structure and introduced yieldEcurveEbased *ricin".

The name (The Industrial ,redit and Investment ,or*oration of India :td( chan"ed to

(+%, :td.(

+%, :td. announced the takeover of IT, ,lassic %inance.

1994' - new lo"o symboli>in" the common cor*orate identity for the +%, #rou* was

introduced.

+%, announced takeover of -na"ram %inance.

1999 ' +%, launched retail finance E car loans$ home loans and loans for consumer durables.

+%, becomes the first Indian com*any to "et listed on the NC7; throu"h an issue of

-merican +e*ositary 7hares.

&000 ' +%, Bank became the first commercial bank from India to "et its stock listed on the

NC7;.

+%, Bank announces mer"er with Bank of Madura.

&001' The Boards of +%, :td and +%, Bank a**roved the mer"er of +%, :td. with

+%, Bank.

&00&' +%, :td mer"ed with +%, Bank :td to create Indias secondElar"est bank in terms of

assets.

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+%, assi"ned hi"her than (7overei"n( ratin" by Moodys.

+%, Bank launched Indias first ,+! ,ollateralised +ebt !bli"ation< %und named

Indian ,or*orate ,ollateralised +ebt !bli"ation %und I,,+! %und


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&00' Ma5 Money$ a home loan *roduct that offers the dual benefit of hi"her eli"ibility and

affordability to a customer$ introduced.

Mobile bankin" service in India launched in association with 6eliance Infocomm.

Indias first multiEbranded credit card with ,: and -irtel launched.

Disan :oan ,ard and innovative$ lowEcost -TMs were launched in rural India.

+%, Bank and ,NB, TA 14 announced Indias first ever awards reco"ni>in" the

achievements of 7M;s$ a *ioneerin" initiative to encoura"e the contribution of 7mall and

Medium ;nter*rises to the "rowth of the Indian economy.

+%, Bank o*ened its 300th branch in India.

+%, Bank introduced *artnershi* model wherein +%, Bank would for"e an alliance

with e5istin" micro finance institutions M%Is


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rivate Bankin" Masters &003$ a nationwide #olf tournament for hi"h networth clients of

the rivate Bankin" division launched. This event is the lar"est domestic invitation

amateur "olf event conducted in India.

Becomes the first Indian com*any to make a simultaneous equity offerin" of H1.4 billion

in India$ the United 7tates and Ja*an.

-cquired IvestitsionnoDreditny Bank of 6ussia.

+%, Bank became the lar"est bank in India in terms of its market ca*itali>ation.

+%, Bank became the first *rivate entity in India to offer a discount to retail investors

for its followEu* offer.

&00/' +%, Bank became the first Indian bank to issue hybrid TierE1 *er*etual debt in the

international markets.

+%, Bank subsidiary set u* in 6ussia.

Introduced a new *roduct E PN6I smart save +e*osits O a unique fi5ed de*osit scheme

for nonresident Indians.

6e*resentative offices o*ened in Thailand$ Indonesia and Malaysia.

+%, Bank became the lar"est retail *layer in the market to introduce a biometric

enabled smart card that allow bankin" transactions to be conducted on the field. - lowE

cost solution$ this became an effective delivery o*tion for +%, Banks microEfinance

institution *artners.

%inancial counselin" centre +isha launched. +isha *rovides free credit counselin"$

financial *lannin" and debt mana"ement services.

Bhoomi *u=a conducted for a re"ional hub in yderabad$ -ndhra radesh.

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&00F' +%, Bank makes a U7+ & billion threeEtranche international bond offerin"$ which

becomes the lar"est bond offerin" by an Indian bank.

7an"li Bank was amal"amated with +%, Bank.

+%, Bank raised 6s &0$000 crore a**ro5 H3 billion< from domestic and international

markets throu"h a followEon *ublic offer.

+%, Banks #B 30 million international bond offerin" marked the inau"ural deal in

the sterlin" market from an Indian issuer and also the lar"est deal in the sterlin" market

from -sia.

:aunched Indias first ever =ewellery card in association with =ewellery ma=or #itan=ali

#rou*.

+%, Bank became the first bank in India to launch a *remium credit card EE The Aisa

7i"nature ,redit ,ard.

The foundation stone for a re"ional hub in #andhina"ar$ #u=arat was laid.

+%, Bank introduced 7M; Toolkit$ an online resource centre$ to hel* small and

medium enter*rises start$ finance and "row their business.

+%, Bank si"ned a multiEtranche dual currency U7H 1.3 billion syndication loan

a"reement in 7in"a*ore.

+%, Bank became the first *rivate bank in India to offer both floatin" and fi5ed rate on

car loans$ commercial vehicles loans$ construction equi*ment loans and *rofessional

equi*ment loans.

In a firstEofEitsEkind$ nation wide initiative to attract bri"ht "raduate students to *ursue a

careers in bankin"$ +%, Bank launched the (robationary !fficer ro"ramme(.

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:aunched BankQome services for all savin"s and current account customers residin" in

India

+%, Bank ;urasia ::, inau"urated its first branch at 7t etersbur"$ 6ussia.

&004' +%, Bank enters U7-$ launches its first branch in New Cork

+%, Bank enters #ermany$ o*ens its first branch in %rankfurt

+%, Bank launched iMobile$ a breakthrou"h innovation in bankin" where *ractically

all Internet bankin" transactions can now be done easily on the mobile *hone.

+%, Bank concluded India2s lar"est ever securiti>ation transaction of a *ool of retail

loan assets a""re"atin" to 6s. 4.9/ billion equivalent of U7+ 1.&1 billion< in a multiE

tranche issue backed by four different asset cate"ories. It is also the lar"est deal in -sia

e5EJa*an< in &004 till date and the second lar"est deal in -sia e5EJa*an and -ustraliaation structure of the com*any +%, is such that it com*rises of the de*artments

and the em*loyees in the hierarchical order so that they are able to *erform their functions and

duties smoothly and effectively doin" their =ob in a manner in which it should be done. The

or"ani>ation is headed by the administrative de*artment which coordinates and controls the

e5ecutive de*artment. The e5ecutive de*artment is a link from the to* and the bottom

com*risin" of the lower level em*loyees such that they work to"ether to fulfill the common

ob=ective of "ettin" business from the *ersons who "et in touch with them and see to it that they

are *rovided with the best of the B-ND which constitute "ivin" financial advise to *rovidin"

-ccount to the customers. The lower level em*loyees and the cor*orate financial consultants

work to"ether to see to it that the database for *rovidin" financial B-ND to sufficient number of

*eo*le is made .They work to"ether to see to it that this database is followed and worked u*on

such that more and more number of *eo*le "et themselves avail the financial B-ND of the

or"ani>ation. Team leaders who form the *art of the administrative de*artment of the

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!r"ani>ation make sure that the clients that turn u* for the financial B-ND are dealt with most

efficiently and effectively.

The or"ani>ational structure is well *lanned out and it follows a sim*le format which is follows'

Or%ani2a$ion C&ar$1-

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&F

PRODUCT PROFILE


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UNION BANK

,avin%# Bank A((o"n$

ELIIBILITY1

-ny 6esident Individual E 7in"le -ccounts$ Two or more individuals in Joint -ccounts$ Illiterate

ersons$ Aisually Im*aired *ersons$ urdanasheen :adies$ Minors$ -ssociations$ ,lubs$

7ocieties$ etc. Trusts$ InstitutionsR-"encies s*ecifically *ermitted by the 6BI

,ALIENT FEATURE, 1

7im*lest de*osit o*tion available to the de*ositor.

-n ideal o*tion to cultivate the habit of bankin" and savin" amon"st the youn"er

"eneration.

;asy to o*erate. Terms and conditions ke*t lucid to facilitate a layman2s understandin"

No hidden costs

ero balance facility. - 7tudent can o*en 6e"ular 7avin" -ccount with >ero balance

+e*osits are insured by +I,#,

Interest Q 8 *.a$ are bein" calculated on daily *roduct basis from 01.0.&010 and will

be credited twice in a year in %eb and -u"ust or at the time of closin" the -Rc

-ny )here R -ny Time Bankin" of your ,hoice as follows'

Branch Bankin"

-TM Bankin" Net Bankin" hone Bankin"

rovision for nomination

Mini)") 'a!an(e re7"ire)en$ wi$& or wi$&o"$ (&e7"e 'ook fa(i!i$* 1

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Cen$re# 0i$&o"$ C&e7"e Book 0i$& C&e7"e Book

Metro 300 1000

Urban 300 1000

7emi Urban &30 300

6ural 100 &30For Pen#ioner# 899:- and 89:- re#+e($ive!* for (&e7"e 'ook and non (&e7"e 'ook a:(#

HDFC ,A/IN ,CHEME,

-n easyEtoEo*erate savin"s account that allows you to issue cheques$ draw +emand +rafts and

withdraw cash. ,heck u* on your balances from the comfort of your home or office throu"h

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NetBankin"$ honeBankin"and MobileBankin".

Need money ur"entlyS )ithdraw cash from any of the $3F -TMcentres s*read across the

country.

Fea$"re# ; Benefi$#

)ide network of branches and over thousand -TMs to meet all your bankin" needs no matter

where you are located.

Bank conveniently with facilities like NetBankin" and MobileBankin"E check your account

balance$ *ay utility bills or sto* cheque *ayment$ throu"h 7M7.

Never overs*endE 7ho* usin" your International +ebit ,ard that reflects the actual balance in

your savin"s account.

ersonalised cheques with your name *rinted on each cheque leaf for enhanced security.

Take advanta"e of Billay$an instant solution to all your frequent utility bill *ayments.

Instruct for *ayment over the *hone or throu"h the Internet.

-vail of facilities like 7afe +e*osit :ocker$7wee*EIn and 7u*er 7averfacility on your

account.%ree cash withdrawals on any other Bank2s -TM

%ree ayableEatEar chequebook$ without any usa"e char"es u*to a limit of 6s.30$000RE *er

month.

%ree Insta-lerts for all account holders for lifetime of the account.

%ree assbook facility available at home branch for account holders individuals


31/90

Introducin" the best bankin" o*tion for you with +%, Bank 7avin"s lus -ccount. Now you

can "et access to some of the finest bankin" facilities with +%, Bank2s 7avin"s lus -ccount.

-ll you have to do is maintain an -vera"e uarterly Balance of 6s. 10$000RE and e5*erience the

benefits as mentioned below'

Fea$"re# ; Benefi$#

)ide network of branches and over thousand -TMs to meet all your bankin" needs no matter

where you are located.

%ree cash withdrawals on any other Bank2s -TM.

%ree International +ebit ,ardfor all account holders for life time of the account.

%ree ayableEatEar -< chequebook$ without any usa"e char"es u*to a limit of 6s. 30$000

*er month. -bove 6s. 30$000$ char"e of 6s.&.90RE *er 6s. 1$000RE on the full amount.

%ree +emand +rafts on +%, Bank locations$ u*to a limit of &3$000RE *er day.

%reeBillay ?Insta-lertsfor all account holders for lifetime of the account

%ree ;lectronic %unds Transferfacility$NetBankin"$honeBankin"?MobileBankin"

7*ecial relationshi* discount on *urchase of #old Bars

&38Eoff on the :ocker rental for the 1st year only


32/90

)elcome to a world of convenience. resentin" 7avin"sMa5 account$ loaded with ma5imum

benefits to make your bankin" e5*erience a *leasure. By maintainin" an avera"e quarterly

balance of =ust 6s. &3$000RE you "et a host of *remium services from +%, Bank absolutely

free.

Fea$"re# ; Benefi$#

%ree unlimited transactions' ,ash withdrawal and balance enquiry$ at all +%, Bank -TMs ?

at all non +%, Bank domestic -TMs usin" your +%, Bank +ebit ,ard

%ree #old +ebit ,ardfor *rimary account holder for lifetime of the account. #old +ebit ,ard

for other account holders at 6s &30RE *.a.

%ree )oman2s -dvanta"eRInternational +ebit ,ardfor all account holders for lifetime of the

account.

%ree ayableEatEar -< chequebook$ without any usa"e char"es u*to a limit of 6s. & lac *er

month. -bove 6s. & lac$ char"e of 6s..30RE *er 6s. 1$000RE on the full amount.

%ree +emand +rafts on +%, Bank locations$ u*to a limit of

6s. 1 lac *er day.

7elfRThird arty ,ash +e*ositR)ithdrawal at nonEhome branches$ u*to 6s 30$000RE *er day

&
http://www.hdfcbank.com/personal/Cards/Debit_Cards/EasyShop_Gold_Debit_Card/dc_gold.htmhttp://www.hdfcbank.com/personal/Cards/Debit_Cards/EasyShop_Womans_Advantage_Debit_Card/dc_women.htmhttp://www.hdfcbank.com/personal/Cards/Debit_Cards/EasyShop_Gold_Debit_Card/dc_gold.htmhttp://www.hdfcbank.com/personal/Cards/Debit_Cards/EasyShop_Womans_Advantage_Debit_Card/dc_women.htm


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free. -bove 6s 30$000 a char"e of 6s &.90 *er thousand on the full amount would be

a**licable.

!*tional MoneyMa5imi>erV swee*E out< facility for conversion of your sur*lus money into

hi"h earnin" fi5ed de*osits$ at the threshold of 6s.1$&3$000RE . In the event of the balance in

7avin"sMa5 account e5ceedin" R reachin" 6s.1$&3$000RE$ the amount in e5cess of 6s.1$00$000RE

will be swe*t out in to a %i5ed +e*osit with a minimum value of 6s.&3$000RE for a 1year 1day

*eriod

%ree Billay ?Insta-lertsfor all account holders for lifetime of the account.

%ree Monthly 7tatement of -ccount.

308 off on the :ocker rental for the 1

st

year only.%olio maintenance char"es on +emat account free for first year.

%reeNetBankin"$honeBankin"? MobileBankin".

%ree assbook facility available at home branch for account holders individuals

;n=oy an -ccidental os*itali>ation cover of 6s. 1 lac *er annum on your

7avin"sMa5 account.

Cou can also claim daily cash allowance at 6s.1$000RE *er day for a ma5imum of 13

days *er year$ for each day of hos*itali>ation due to an accident.

This is a reEimbursement cover$ e5tended only to the first holder of the

7avin"sMa5 account.

It would be a**licable after the com*letion of the 1st calendar quarter$ *ost the

quarter of aRc o*enin".
http://www.hdfcbank.com/personal/payments/billpay/billpay.htmhttp://www.hdfcbank.com/personal/access/instaalerts/insta.htmhttp://www.hdfcbank.com/personal/access/netbanking/netbanking.htmhttp://www.hdfcbank.com/personal/access/phonebanking/phonebanking.htmhttp://www.hdfcbank.com/applications/misc/mobilebanking.asphttp://www.hdfcbank.com/applications/misc/bannercounter/bannercounter.asp?banname=email_st_hotlink_savings_maxhttp://www.hdfcbank.com/personal/payments/billpay/billpay.htmhttp://www.hdfcbank.com/personal/access/instaalerts/insta.htmhttp://www.hdfcbank.com/personal/access/netbanking/netbanking.htmhttp://www.hdfcbank.com/personal/access/phonebanking/phonebanking.htmhttp://www.hdfcbank.com/applications/misc/mobilebanking.asphttp://www.hdfcbank.com/applications/misc/bannercounter/bannercounter.asp?banname=email_st_hotlink_savings_max


34/90

;". If the 7avin"sMa5 aRc is o*ened in -u"ust &009$ the insurance benefit will a**ly only

from January &010.

%or the claim to be acce*ted ? *rocessed$ the first holder of the 7avin"sMa5

account should have fulfilled the below & conditions E

Maintained an -vera"e uarterly Balance of 6s. &3$000RE irres*ective

of en=oyin" the benefit of a >ero balance account with a %i5ed +e*osit of minimum 6s.

1$00$000RE< in the calendar quarter *revious to the quarter of the date of accident.

7hould have done at least 1 *urchase E *oint of sale !7< transaction

at a merchant establishment usin" the +ebit ,ard in the *revious months before the date

of accident.


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3

LITERATURE RE/IE0


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LITERATURE RE/IE0

The bankin" sector in India has made remarkable *ro"ress since the economic reforms in 1991.

New *rivate sector banks have brou"ht the necessary com*etition into the industry and

s*earheaded the chan"es towards hi"her utili>ation of technolo"y$ im*roved customer

service and innovative *roducts. ,ustomers are now becomin" increasin"ly conscious

of their ri"hts and are demandin" more than ever before. The recent trends show that

most banks are shiftin" from a *roductEcentric modelV to a customerEcentric modelV

as customer satisfaction has become one of the ma=or determinants of business "rowth.

In this conte5t$ *rioriti>ation of *references and close monitorin" of customer

satisfaction have become essential for banks. Dee*in" these in mind$ an attem*t has

been made in this study to analy>e the factors that are essential in influencin" the

investment decision of the customers of the *ublic sector banks. %or this *ur*ose$

%actor -nalysis$ which is the most a**ro*riate multivariate technique$ has been used

to identify the "rou*s of determinants. %actor analysis identifies common dimensions

of factors from the observed variables that link to"ether the seemin"ly unrelated

variables and *rovides insi"ht into the underlyin" structure of the data. 7econdly$ this

study also su""ests some measures to formulate marketin" strate"ies to lure customers

towards banks.

/


37/90

Ke* 0ord#1

Bank1

- bank is a financial institutionwhose *rimary activity is to act as a *ayment a"ent for

customers and to borrow and lend money. It is an institution for receivin"$ kee*in"$

and lendin" money.

Mo'i!e Bankin%1

Mobile bankin" also known as MEBankin"$ mbankin"$ 7M7 Bankin" etc.< is a term used for

*erformin" balance checks$ account transactions$ *ayments etc. via a mobile device

such as a mobile *hone. Mobile bankin" today &00F< is most often *erformed via

7M7 or the Mobile Internet but can also use s*ecial *ro"rams called clients

downloaded to the mobile device.

In$erne$ Bankin%1

!nline bankin" or Internet bankin"< allows customers to conduct financial transactions on a

secure website o*erated by their retail or virtualbank$credit unionorbuildin" society.

Core Bankin% ,*#$e)1

,ore Bankin" is a "eneral term used to describe the services *rovided by a "rou* of networked

bank branches. Bank ,ustomers may access their funds and other sim*le transactions

from any of the menber branch offices.

F
http://en.wikipedia.org/wiki/Financial_institutionhttp://en.wikipedia.org/wiki/Mobile_phonehttp://en.wikipedia.org/wiki/SMShttp://en.wikipedia.org/wiki/Mobile_Internethttp://en.wikipedia.org/wiki/Virtual_bankhttp://en.wikipedia.org/wiki/Bankhttp://en.wikipedia.org/wiki/Credit_unionhttp://en.wikipedia.org/wiki/Credit_unionhttp://en.wikipedia.org/wiki/Building_societyhttp://en.wikipedia.org/wiki/Financial_institutionhttp://en.wikipedia.org/wiki/Mobile_phonehttp://en.wikipedia.org/wiki/SMShttp://en.wikipedia.org/wiki/Mobile_Internethttp://en.wikipedia.org/wiki/Virtual_bankhttp://en.wikipedia.org/wiki/Bankhttp://en.wikipedia.org/wiki/Credit_unionhttp://en.wikipedia.org/wiki/Building_society


38/90

4


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ATM1

-n automated teller machine -TM< is a com*uteri>ed telecommunications device that *rovides

the customersof a financial institution with access to financial transactionsin a *ublic

s*ace without the need for a human clerk orbank teller. !n most modern -TMs$ the

customer is identified by insertin" a *lastic -TM cardwith a ma"netic stri*eor a

*lastic smartcard with achi*$ that contains a unique card number and some security

information$ such as an e5*iration date or ,A,,AA


40/90

0

OB.ECTI/E OF THE

,TUDY


41/90


42/90

&

RE,EARCH

METHODOLOY


43/90

RE,EARCH METHODOLOY

,a)+!in% de#i%n1

Tar%e$ +o+"!a$ion1

The tar"et *o*ulation in this research refers to the bank customers who are havin" an

account in Union Bank ? +%, Bank

due to the convenience in collectin" the data. The res*ondents can be any "ender$ any

income level$ any occu*ation and any education level.

,a)+!in% "ni$

The sam*lin" units are customers of Union Bank ? +%, Bank

,a)+!in% )e$&od

%or this research we use nonE*robability sam*lin". ikmund 199F< stated that in nonE

*robability sam*lin"$ the *robability of any *articular member of the *o*ulation bein"

chosen is unknown. The element in the *o*ulation does not have any *robability attached

to their bein" chosen as sam*le sub=ects.

7now ball sam*lin" will be a**lied in this research. 7now ball sam*lin" is used to collect

the data from the customers. 7now ball sam*lin" refers to the *rocedure that involves the

selection of additional res*ondents based on referrals of initial res*ondents.


44/90

,a)+!e #i2e

#hauri &00&< stated that sam*le si>e de*end on the desired *recision from the estimate.

recision is the si>e of the estimatin" interval when the *roblem is one of estimatin" a

*o*ulation *arameter. This research selects /0 res*ondents as the sam*le si>e due to

limited of time by askin" them that they are havin" an account in Union Bank ? +%,

Bank

bank due to the convenience in collectin" the data. The res*ondents can be any "ender$

any income level$ any occu*ation and any education level.

,a)+!in% +!an1

The researcher is "oin" to collect the data from the -TM7 and also by visitin" the bank.

Pi!o$ ,$"d*1

- *ilot study can refer to many ty*es of e5*eriments$ but "enerally the "oal of study is to

re*licate the full scale e5*eriment$ but only on a smaller scale.

- *ilot is often used to test the desi"n of the fullEscale e5*eriment. The desi"n can then be

ad=usted in time. This can turn out to be valuable' should anythin" be missin" in the *ilot$ it can

be added to the e5*eriment and chances are that the fullEscale and more e5*ensive< e5*eriment

will not have to be reEdone.


45/90

/a!idi$*1

The ability of a scale or a measurin" instrument to measure what it is intended to measure

can be termed as the validity of the measurement. Aalidity can be measured throu"h several

methods like face validity$ content validity$ criterion O related validity and construct validity. %or

this com*arative study the researcher has taken the face validity.

Fa(e va!idi$*1

%ace validity refers to the collective a"reement of the e5*erts and researchers on the

validity of the measurement scale. The researcher has "ave the questionnaire to the e5*erts in

bankin" field.

Re!ia'i!i$*1

In reliability the researcher has ado*ted the al*ha method. The reliability for the 7BI

bank -TM service is ./0.It shows that the question re"ardin" to 7BI -TM service is reliable.

-nd for the internet bankin" service is .F/F. -nd for the mobile bankin" service is .49/. -nd for

the core bankin" system is .90&. If the reliability result is ./ or above ./ the data is reliable. -nd

for this study the data is reliable because all the service are above ./.

Re#ear(& )e$&odo!o%*1

,o"r(e# of da$a1

The data is basically *rimary in nature

It was obtained from the customers

3


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Da$a Co!!e($ion Me$&od1

!ur communication a**roach was basically structured questionin"$ that is *ersonal

interview with the aid of *rinted questionnaires.

Da$a Ana!*#i#1

-**ro*riate statistical analysis will be ado*ted. The data will be tabulated and analy>ed.

/


47/90

F

FINDIN, ; ANALY,I,


48/90

FINDIN, ; ANALY,I,

The followin" information contains the data inter*retation of the questionnaires. The

res*ondents res*onses for the questions have been inter*reted and a findin" has been made

based on the res*ondents res*onses.

Fre7"en(* $a'!e for $&e de)o%ra+&i( de$ai!# of $&e UNION Bank

re#+onden$?#

Ta'!e @8

AE OF THE RE,PONDENT,

%requency ercent

&3C67E3C67 1& 4.F

/C67E3C67 3 1/.1

/C67E33C67 3 1/.1

-B!A; 33C67 4 &3.4

Total 0 100

4


49/90

ra+&1 @8

In$er+re$a$ion1

%rom the above table 4.F8 res*ondents are belon"in" to the a"e cate"ory of &3yrsE3yrs. -nd

1/.18 res*ondents are belon"in" to the cate"ory of /yrsE3yrs and /yrsE33yrs. -nd &3.48

res*ondents are belon"in" to the cate"ory of above 33yrs.

9


50/90

Ta'!e @4

ENDER OF THE RE,PONDENT,

%requency ercent

%;M-:; 13 4.

M-:; 13 4.

Total 0 100

ra+&1 @4

In$er+re$a$ion1

%rom the above table 4.8 res*ondents are belon"in" to the cate"ory of female. -nd the

remainin" 4.8 res*ondents are belon"in" to the cate"ory of male.

Ta'!e @@

30


51/90

EDUCATIONAL OUALIFICATION OF THE RE,PONDENT,

%requency ercent

7,!!: 9.F

U# 9 &9.0

# 1 3.&

6!%;77I!N-: ,!U67; 9.F

M.*hilR*hd 1 .&

Total 0 100

ra+& @@

In$er+re$a$ion1

%rom the above table 9.F8 of res*ondents are belon"in" to the cate"ory of school and

*rofessional course. -nd &9.08 of res*ondents are belon"in" to the cate"ory of U#. -nd 3.&8

of res*ondents are belon"in" to the cate"ory of #. -nd .&8 of res*ondents are belon"in" to

the cate"ory of M.*hilR*hd.

Ta'!e @5

OCCUPATION OF THE RE,PONDENT,

31


52/90

%requency ercent

7-:-6I;+ ;67!N &3 40./

6!%;77I!N-:7 1 .&

7U;6AI7!6 1 .&

M-N-#;6I-: 10.0

Total 0 100

ra+& @5

3&


53/90

In$er+re$a$ion1

%rom the above table 40./8 of res*ondents are fallin" under the cate"ory of salaried *erson.

-nd .&8 of res*ondents are fallin" under the cate"ory of *rofessionals and su*ervisor. -nd

108 of res*ondents are belon"in" to the cate"ory of mana"erial.

Ta'!e @6

IN,!M; :;A;: !% T; 6;7!N+;NT7

%requency ercent

6s.3$000E6s.13$000 1F 3.4

6s.13$001E6s.&3$000 4 &3.4

6s.&3$001E6s.3$000 1&.9

-bove 6s.3$000 1 .&

Total 0 100

ra+& @6

In$er+re$a$ion1

3


54/90

%rom the above table 3.48 of res*ondents are fallin" under the income ran"e between 6s.3$

000E6s.13$ 000. -nd &3.48 are fallin" under the income ran"e between 6s.13$ 001E6s.&3$ 000.

-nd 1&.98 of res*ondents are fallin" under the income ran"e between 6s.&3$ 001E6s.3$ 000.

-nd .&8 of res*ondents are fallin" under the income ran"e between -bove 6s.3$ 000.

Ta'!e @

REA,ON TO CHOO,E THE ,ER/ICE

%requency ercent

;%%I,I;NT ,U7T!M;6 7;6AI,; 1 3.&

TIM; 7-AIN# 4 &3.4

T6-N7,-TI!N ,!7T7 9.F

T;,N!:!#C 1 .&

M!6; -TM7 1&.9

Total 0 100

ra+& @

In$er+re$a$ion1

%rom the above table 3.&8 of res*ondents are sayin" that the reason to choose UNI!N is they

are *rovidin" efficient customer service. -nd &3.48 of res*ondents are sayin" that the reason to

choose UNI!N is they are reducin" our waitin" time. -nd 9.F8 of res*ondents are sayin" that

3


55/90

the reason to choose UNI!N is Transaction costs. -nd .&8 of res*ondents are sayin" that the

reason to choose UNI!N is Technolo"y. -nd 1&.98 of res*ondents are sayin" that the reason to

choose 7BI is they are *rovided more -TM facility.

Ta'!e @

TYPE OF ,ER/ICE PREFER THE MO,T

%requency ercent

-TM 7;6AI,; 19 /1.

INT;6N;T B-NDIN# 9.F

M!BI:; B-NDIN# 9.F

,!6; B-NDIN# 7C7T;M 3 1/.1

Total 0 100

ra+& @

Fre7"en(* $a'!e for $&e de)o%ra+&i( de$ai!# of $&e HDFC re#+onden$?#

In$er+re$a$ion1

33


56/90

%rom the above table /1.8 of res*ondents *refer the -TM service. -nd 9.F8 of res*ondents

are *referred the internet bankin" and mobile bankin". -nd 1/.18 of res*ondents *refer the core

bankin" system.

Ta'!e @

AE OF THE UNION RE,PONDENT,

%requency ercent

&3 C67E3 C67 &9 9/.F

-B!A; 33 C67 1 .

Total 0 100

ra+& @

In$er+re$a$ion1

%rom the above table 9/.F8 of res*ondents are fallin" under the a"e "rou* of &3yrsE3yrs. -nd

.8 of res*ondents are fallin" under the "rou* of above 33yrs.

3/


57/90

Ta'!e @=

ENDER OF THE HDFC RE,PONDENT,

%requency ercent

%;M-:; 1& 0

M-:; 14 /0

Total 0 100

ra+& @=

In$er+re$a$ion1

%rom the above table 08 of res*ondents are belon"in" to the female cate"ory. -nd /08 of

res*ondents are belon"in" to the male cate"ory.

3F


58/90

Ta'!e @89

EDUCATIONAL LE/EL OF HDFC RE,PONDENT,

%requency ercent

U# & /.F

# &1 F0.0

6!%;77I!N-:7 / &0.0

M.hilRh.+ 1 .

Total 0 100

ra+&1

In$er+re$a$ion1

%rom the above table /.F8 of res*ondents are belon"in" to the cate"ory of U#. -nd F08 of

res*ondents are belon"in" to the cate"ory of #. -nd &08 of res*ondents are belon"in" to the

34


59/90

cate"ory of *rofessionals. -nd .8 of res*ondents are belon"in" to the cate"ory of

M.hilRh.+.

Ta'!e @88

OCCUPATION OF THE UNION RE,PONDENT,

%requency ercent

7-:-6I;+ ;67!N & F/.F

BU7IN;77 M-N 10.0

6!%;77I!N-:7 10.0

M-N-#;6I-: 1 .

Total 0 100

ra+& @88

In$er+re$a$ion1

%rom the above table F/.F8 of res*ondents belon" to the cate"ory of salaried *erson. -nd 108

of res*ondents are belon"in" to the cate"ory of businessman and *rofessionals. -nd .8 of

res*ondents are belon"in" to the cate"ory of mana"erial.

39


60/90

Ta'!e @84

INCOME LE/EL OF THE UNION RE,PONDENT,

%requency ercent

6s.3$000E6s.13$000 1/ 3.

6s.13$001E6s.&3$000 & /.F

6s.&3$001E6s.3$000 9 0.0

6s.3$001E6s.3$000 & /.F

-bove 6s.3$000 1 .

Total 0 100

ra+& @84

In$er+re$a$ion1

%rom the above table 3.8 of res*ondents are fallin" under the income level of 6s.3$ 000E

6s.13$ 000. -nd /.F8 of res*ondents are fallin" under the income level of 6s.13$ 001E6s.&3$ 000

and 6s.3$ 001E6s.3$ 000. -nd 08 of res*ondents are fallin" under the income level of 6s.&3$

001E6s.3$ 000. -nd .8 of res*ondents are fallin" under the income level of above 6s.3$

000.

Ta'!e @8@

/0


61/90

REA,ON FOR CHOO,IN HDFC ,ER/ICE,

%requency ercent

;%%I,I;NT ,U7T!M;6 7;6AI,; 4 &/.F

;%%I,I;NT ,!M:-INT7 -N+:IN# 4 &/.F

TIM; 7-AIN# 1.T6-N7-,TI!N ,!7T7 & /.F

T;,N!:!#C 1.

6;:I-B:; 1.

Total 0 100

ra+& @8@

In$er+re$a$ion1

%rom the above table &/.F8 of res*ondents are sayin" that the reason to choose +%, is they

are *rovidin" efficient customer service and efficient com*laint handlin". -nd 1.8 of

res*ondents are sayin" that the reason to choose +%,is they are reducin" our waitin" time$

technolo"y and reliable. -nd /.F8 of res*ondents are sayin" that the reason to choose +%, is

Transaction costs.

Ta'!e @85

/1


62/90

TYPE OF ,ER/ICE, PREFER THE MO,T

%requency ercent

-TM 7;6AI,; 1 .

INT;6N;T B-NDIN# 9 0.0

M!BI:; B-NDIN# 1.

,!6; B-NDIN# 7C7T;M 1.

Total 0 100

ra+& @85

In$er+re$a$ion1

%rom the above table .8 of res*ondents *refer the -TM service. -nd 08 of res*ondents are

*referred the internet bankin". -nd 1.8 of res*ondents *refer the core bankin" system and

mobile bankin".

Cro## Ta'"!a$ion and (&i- ,7"are Te#$1

/&


63/90

The followin" table below is cross tabs and chiE square test for the demo"ra*hic details for the

7BI res*ondents. %or the cross tabulation and chiE square the researcher has taken only education

and reason to the service. -nd the other one is occu*ation and ty*e of service they *refer the

most.

Ta'!e @86

EDUCATIONAL OUALIFICATION OF THE RE,PONDENT, REA,ON TO

CHOO,E THE ,ER/ICE Cro## $a'"!a$ion

6;-7!N T! ,!!7; T; 7;6AI,;

;%%I,I;NT,U7T!M;6

7;6AI,;

TIM;7-AIN#

T6-N7,-TI!N ,!7T7

T;,N!:!#C

M!6;-TM7 Total

7,!!: /.F8 .8 .08 .08 .08 108

U# 1.8 108 .8 .08 .8 08

# 1.8 1.8 /.F8 .8 108 /.F8

6!%;77I!N-:

,!U67;

108 .08 .08 .08 .08 108

M.*hilR*hd.8 .08 .08 .08 .08 .8

Total /.F8 &/.F8 10.08 .8 1.8 100.08

ra+& @86

/


64/90

In$er+re$a$ion1

%rom the above table /.F8 of res*ondents are fallin" under the education level of school has

chosen the efficient customer service in 7BI. -nd

Ta'!e @86

/


65/90

C&i-,7"are Te#$ -I

H*+o$&e#i#1

o' There is no si"nificant relationshi* between the educational qualification of the

res*ondents and the reason to choose the service.

a' There is a si"nificant relationshi* between the educational qualification of the

res*ondents and the reason to choose the service.

Aalue df -sym*. 7i". &E

sided

icici and hdfc bank2

Documents