Final Report_tanu chadha

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A REPORT
ON
HNW Initiatives and Customer Feedback
Survey for HNW Clients
BY
TANU CHADHA
13BSPHH010705
HDFC BANK LIMITED ,SECTOR
8C,CHANDIGARH BRANCH

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A REPORT ON
HNW Initiatives and Customer Feedback
Survey for HNW Clients
BY
TANU CHADHA
13BSPHH010705
HDFC BANK LIMITED ,SECTOR 8C,CHANDIGARH
BRANCH
A report submitted in partial fulfillment of the requirements of
MBA program of IBS Hyderabad.
Distribution List
Anita Rana
(Company guide)
Ajay Choudhary
(Head Relationship Manger -Retail Banking at sector 8 branch)
Dr D S Prasad
(Faculty guide, IBS Hyderabad)
Date of Submission:16th May,2014

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AUTHORIZATION
This is to certify that the project entitled “HNW INITIATIVES
AND CUSTOMER FEEDBACKSURVEY FOR
HNW CLIENTS.”’ is submitted by Tanu Chadha, towards
partial fulfillment of the requirement of MBA Program at IBS
Hyderabad. The work has been done under my guidance and the
report has not been submitted to any other authority before.
Anita Rana
Branch Manager
HDFC bank
Phase 2,Industrial Area
Chandigarh

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ACKNOWLEDGMENT
I am immensely thankful to Mr. Iqbal Singh Circle Head HDFC Bank Chandigarh for
giving me the opportunity to carry out my project work in this esteemed organization.
I express my earnest thanks and gratefulness to my project guide ,Mrs. Anita Rana ,
Branch Manager , HDFC bank phase 2 Industrial Area, Chandigarh and Mr. Ajay
Choudhary(Head Relationship Manger -Retail Banking at sector 8 branch) their
constant supervision , a new insight at every stage, and above all a helpful attitude stood by
me throughout the training tenure. The keen interest they took in my progress through all
stages of the project constantly motivated me to achieve perfection in all my endeavors and
made my training a learning and rewarding experience .
The satisfaction , which accompanies the successful completion of any task is incomplete
without the mention of the names of those people who made it possible , because success
may be the epitome of one’s hard work , perseverance and determination cant be achieved
without someone ‘s encouraging guidance and advice which serve as beacon light and crown
one’s effort with success so therefore I take this opportunity to specially thank Mr. Kunal
Raheja (relationship manager HDFC bank) and Mr. Harsehaj Sarang (relationship
manager HDFC bank). Without your guidance and help I would have not been able to
complete my project with ease.
I express my profound gratitude to my faculty guide Dr. DS Prasad for always
understanding me and helping me whenever I got struck and motivating me to complete the
task . Thank you so much Sir.
Finally , I express my heartfelt gratitude to each and every individual who have been
associated with my project work including those whom I may have inadvertently failed to
mention .
Regards
Tanu Chadha.

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EXECUTIVE SUMMARY
The project is directed towards developing an insight into initiatives taken by HDFC for its
High Net Worth (HNW)clients and the various products designed for them. It is all about the
initiatives taken by HDFC for increasing customer satisfaction and customer delight so that
customers can enjoy the world class banking experience. The objective of the project is
analyzing customer satisfaction and gathering feedback of HDFC customers. I worked
on understanding different aspects of retail banking and different programs of HDFC for its
HNW clients. During the internship I learned different aspects of net banking and different
banking channels which includes net banking itself. I met customers of HDFC bank and
discussed about different products and value added services of the bank .
HNW clients primarily divided into different programs as follows-
IMPERIA, PREFERRED and CLASSIC.
Over All Learning is-
 1.How acquisition of new customers is done.
 2. Understanding the steps taken by the bank for enhancing the relationship by cross-
selling products and services as per the profile and need of the customers.
 3. Deepening the size of the relationship.
 4. Retention of the customers by providing the best possible services and being the
dedicated point of contact of these customers.
So basically the internship was all about Relationship Management for the imperia, preferred
and classic HDFC customers.
This relationship management helps HDFC in following ways
 HDFC bank becomes the primary bank for these Preferred Customers.
 Maximum share of wallet of these customers is with HDFC bank.

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The internship has helped me in
 Understanding the HDFC organization and different aspect of it like its policies
,structure, values etc.
 Understanding the working of relationship manager.
 Understanding different initiatives of HDFC bank
 Analyzing customer behavior in terms of over-all satisfaction and suggesting changes
in products according to the findings.

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TABLE OF CONTENT
CONTENT Pg#
Authorization i
Acknowledgments ii
Executive Summary iii
1.Introduction 1.
2.Banking Sector Analysis 4.
2.1 PEST Analysis of Banking Sector-4pg#
2.2 Michael Porter Analysis of Banking Sector-9pg#
3.About HDFC 14.
3.1 Promoters-14pg#
3.2 Vision-15pg#
3.3 Mission-15pg#
3.4 Business Profile-15pg#
3.5 Distribution Network-17pg#
3.6 Technology-17pg#
3.7 Capital Structure-18pg#
3.8 Organizational Policies-20pg#
3.9 Core Values-23pg#
3.10 Management of the Bank-25pg#
4.Organizational Hierarchy(sector8c branch) 26.
5.Analysis of HDFC

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27.
CONTENT Pg#
5.1 Strategies of HDFC Bank-27pg#
5.2 SWOT Analysis-30pg#
5.3 HDFC Financial Summary-32pg#
5.4 HDFC Financial Ratio Analysis-36pg#
6. Major Products of HDFC
38.
6.1 Saving Regular Account-38pg#
6.2 Saving Account Pension-38pg#
6.3 Saving Max Account-39pg#
6.4 Senior Citizen Saving Account-39pg#
6.5 Kids Advantage Account-40pg#
6.6 Family Saving Group-40pg#
6.7 No Frills Account-40pg#
6.8 Women Saving Account-41pg#
6.9 Cross Selling Products-41pg#
7. DirectBanking Channels 42.
7.1 Net Banking-42pg#
7.2 Phone Banking-44pg#
7.3 Mobile Banking-44pg#
8.HNW Programs of HDFC
46.
8.1 Imperia-46pg#

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8.2 Preferred-47pg#
8.3 Classic-48pg#
CONTENT Pg#
9.Research Methodology 49.
9.1 Purpose-49pg#
9.2 Scope-49pg#
9.3 Area of Internship-49pg#
9.4 Objective-49pg#
9.5 Source of Data and Method of Data Collection-49pg#
9.6 Questionnaire Design-50pg#
9.7 Sample Size-50pg#
9.8 Software Used-50pg#
9.9 Limitations-50pg#
10.Graphical Representation of data 51.
11.Findings
59.
12.Conclusion 61.
13.Recommendations
62.
Annexure v.
Bibliography ix.

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INTRODUCTION
Banking is one the main drivers of the service industry. As the service industry has boomed,
the competition faced by the banks essentially private banks, has increased. So, in order to
maintain an edge above the others, the key elements that a bank needs to focus upon is to
increase customer satisfaction and customer delight by providing different value added
services and improving quality of services it offers. These enable a bank to get a competitive
advantage over the others.
In India banking sector is one of the most regulated sector in the economy. When Indian
Government allowed private banks to operate in the nation many banks came into existence
and gave a tough competition to various nationalized players. Private banks won over most
nationalized banks because of the quality of services they offered to their customers.
Private banks are more profitable compared to most nationalized banks.
There was a time when no one used to trust private banks for the banking needs. But, the
time has changed now. Many private banks now come in the list of top 10 banks in the
country. The wreath for this healthy change goes to the hard work done by the folks over
private banks. With attractive interest rates, bonus offers, the private banks have got success
in attracting customers. The private banks are known for their friendly and speedy service.
Since service plays a vital role in the banking sector, therefore the private banks have become
the favorite of many people.
Here is the list of top Banks in India as given by www.bankindia.org posted on April
24,2013 by Mr. Suraj Tandon in bank news.

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 State Bank of India
State Bank of India was established in July, 1955 with the intention to provide top-
notch banking services to people living in India.
With more than 16,000 branches in the country and 8500+ ATMs, the SBI is serving
the Indians very well. Since this is a Government bank, so it works on the ways to
provide maximum facility and benefits so its customers.
 ICICI Bank
With its first-class service and proper care for every single customer, this private
bank has been following the up curve in customers’ count.
The ICICI bank is known for providing speedy service and good friendly staff. It has
more than 1400 branches and 4600 ATMs.
 Punjab National Bank
Punjab national bank was founded in year 1895, and is now based in New Delhi. It
has more than 5000 branches across 764 cities.
The bank serves more than 37 million customers which is more than enough to speak
about the popularity of bank.
 Bank of Baroda
This Indian state-owned bank was established in year 1908. It has around 4261
branches and 2000 ATMs across the country.
 Canara Bank
This bank was founded by Late A Subba Rao Pai on Jul 1, 1906 in Mangalore. As of
December 2011, this bank had 3564 branches across different cities of India, and
4000 ATMs.

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 HDFC Bank
This bank was incorporated in August 1994. As of December 2012, HDFC Bank had
2,776 branches and 10,490 ATMs across 1,399 cities in the country.
 Bank of India
Bank of India is an Indian state-owned bank which was founded in year 1906. As of
21 April 2012, 4187 branches which include the 52 branches that are outside India. It
had 1679 ATMs at that time. Of course, the count is more now.
 IDBI Bank
This bank has been categorized by RBI as “other public sector bank“. It was
established in year 1964. It has more than 1594 ATMs and 1000 branches which
include some overseas branches as well.
 Axis Bank
Axis bank was established in year 1994. It has 729 branches and 3171 ATMs in
country. It is one of most popular bank in India.
 Union Bank of India
The last one in this list of top 10 banks in India, is the Union Bank of India. This bank
was established on 11 November, 1919. The bank has around 3,200 ATMs in the
country

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BANKING SECTOR ANALYSIS
 PEST ANALYSIS OF BANKING INDUSTRY
PEST Analysis is the marketing tool which helps us in understanding macro environment
factors which affect the organisation.
PESTEL STANDS FOR
 P-Political
 E-Economic
 S-Social
 T-Technological
POLITICAL FACTORS
The Indian banking Industry is mostly dependent on the monetary policy decided by the RBI
Stricter regulations with respect to capital and liquidity directly affects the business of banks.
Banks need to adjust their interest rates accordingly, which may or may not favour them
Banks are forced to lend as per the guidelines of RBI, that includes credit growth in all
sectors Budgetary Measures announced by the government at the beginning of every financial
year also lay down guidelines to banks to lend or accept deposits The government can also
increase credit in particular sectors such as increase in farm credit, increase in infrastructure
credit etc.(priority lending) Sometimes the government gives debt waivers to certain sections
of the society that need to be adhered to by banks as well
To use a cliché, there will be a tectonic shift in the Indian banking landscape in 2014. Both
the body and the soul of the Rs.80 trillion banking industry will change. A set of new banks
will get the regulator’s approval, some foreign banks operating in India may decide in favor
of local incorporation to get near-national treatment, and new norms for early recognition of
financial distress and faster resolution and recovery will help curb rising bad assets and
improve the health of the banking system.
In 1969 the Indian government nationalised all the major banks that it did not already own
and these have remained under government ownership. They are run under a structure know
as 'profit-making public sector undertaking' (PSU) and are allowed to compete and operate as

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commercial banks. The Indian banking sector is made up of four types of banks, as well as
the PSUs and the state banks, they have been joined since the 1990s by new private
commercial banks and a number of foreign banks.
A day after the exit polls set the market on fire, a Reserve Bank of India (RBI) panel report
has recommended that the government should divest its stake in state-owned banks to less
than 50%, allow private equity houses to own 40% in distressed banks, and strip managers of
private sector banks of their bonuses and Esops if they are caught ever-greening sticky
loans. It has also said that RBI — and not the finance ministry — should have the last word
on regulation of public sector banks which command 70% of the market share. "Boards (of
PSU banks) are disempowered, and the selection process for directors is increasingly
compromised," said the report. The recommendations have the potential to transform Indian
banks.
The panel has proposed an age limit of 65 years for CEOs and whole time directors of private
sector banks. Once implemented, lenders like IndusInd Bank BSE 5.24 % and HDFC Bank
BSE 2.11 % would have to identify successors for Romesh Sobti and Aditya Puri in next two
years.
While new banks and locally incorporated foreign banks will rewrite the rules of the game,
RBI’s initiative to clean up bad loans will add strength to the banking system. The
combination of bad and restructured loans is at least 10% of total banking assets in India. The
new norms will give incentives to banks to detect the first sign of a loan turning bad and take
remedial steps and, at the same time, they will make life difficult for rogue borrowers. At the
next stage, RBI will probably focus on reforming state-run banks that account for about 70%
of banking assets, but lack the skill to manage them and aren’t smart enough to say no when
it comes to taking exposure to some sectors. Overall, 2014 will be action-packed; banks
cannot ask for a more exciting time.
ECONOMIC FACTORS
Economic factors in the country also effect the Banking Industry both favorably or
unfavorably. When the economy is in good shape in terms of high per capita income, good
agriculture harvest and normal inflation, banks have an edge as people are left with more
money to deposit them with banks. This helps in more capital formation as more deposits can

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be realized. Also In the times of economic boom, more and more FDI is brought into India
through banking channels, that actually improves business for banks and the economy in
general Economic prosperity encourages lending business for the banks but in times of
recession banks face tough times to recover their money, issue fresh credit and NIMs are
lower too
Every year RBI declares its 6 monthly policies and accordingly the various measures and
rates are implemented which has an impact on the banking sector. The Economic measures
affects the banking sector to boost the economy by giving certain concessions or facilities. If
in the savings are encouraged, then more deposits will be attracted towards the banks and in
turn they can lend more money to the agricultural sector and industrial sector, therefore,
booming the economy. If the FDI limits are relaxed, then more FDI are brought in India
through banking channels
FDI POLICIES
Banking Sector Private
Percentage of Equity /FDI Capital- 74% including investment by FIIs/FPIs
Entry Route- Automatic up to 49%, Government route beyond 49% and up to 74%
Other Conditions:
(1) This 74% limit will include investment under the Portfolio Investment Scheme (PIS) by
FIIs/FPIs, NRIs and shares acquired prior to September 16, 2003 by erstwhile OCBs, and
continue to include IPOs, Private placements, GDR/ADRs and acquisition of shares from
existing shareholders.
(2) The aggregate foreign investment in a private bank from all sources will be allowed up to
a maximum of 74 per cent of the paid up capital of the Bank. At all times, at least 26 per cent
of the paid up capital will have to be held by residents, except in regard to a wholly-owned
subsidiary of a foreign bank.
(3) The stipulations as above will be applicable to all investments in existing private sector
banks also

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Monetary and Liquidity Measures
On the basis of an assessment of the current and evolving macroeconomic situation, it has
been decided to:
 keep the policy repo rate under the liquidity adjustment facility (LAF) unchanged at 8.0 per
cent;
 keep the cash reserve ratio (CRR) of scheduled banks unchanged at 4.0 per cent of net
demand and time liability (NDTL); and
 increase the liquidity provided under 7-day and 14-day term repos from 0.5 per cent of NDTL
of the banking system to 0.75 per cent, and decrease the liquidity provided under overnight
repos under the LAF from 0.5 per cent of bank-wise NDTL to 0.25 per cent with immediate
effect.
Consequently, the reverse repo rate under the LAF will remain unchanged at 7.0 per cent, and
the marginal standing facility (MSF) rate and the Bank Rate at 9.0 per cent.
INFLATION RATE
The average Inflation Rate in 2014 is 6.89% (based on CPI-Consumer Price Index)
Elevated borrowing costs have added to manufacturers' woes after the Reserve Bank
of India (RBI) hiked interest rates three times between September and January to curb
stubborn inflation which has showed no signs of easing even as growth tumbled.

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SOCIAL FACTORS
The Indian banking system has been progressing rapidly. There are still several untapped
rural markets, despite the large number of banks in India Many farmers still take loans from
moneylenders at a very high interest rate and small-scale industries continue to remain
important for banks However changes could be expected in the near future for the
unorganized sector. The growing population of India is a great opportunity for Indian banks
as a lot of people in the country want to open a bank account and develop good savings habit.
Changing lifestyle of the Indian urban population who wants easy ways of financing to their
desires
TECHNOLOGICAL FACTORS
Information technology is one of the most important facilitators for the transformation of the
Indian banking industry in terms of its transactions processing as well as for various other
internal systems and processes. The various technological platforms used by banks for the
conduct of their day to day operations, their manner of reporting and the way in which
interbank transactions and clearing is affected has evolved substantially over the years.
The technological evolution of the Indian banking industry has been largely directed by the
various committees set up by the RBI and the government of India to review the
implementation of technological change. No major breakthrough in technology
implementation was achieved by the industry till the early 80s, though some working groups
and committees made stray references to the need for mechanization of some banking
processes. This was largely due to the stiff resistance by the very strong bank employees
unions. The early 1980s were instrumental in the introduction of mechanization and
computerization in Indian banks. This was the period when banks as well as the RBI went
very slow on mechanization, carefully avoiding the use of ‘computers’ to avoid resistance
from employee unions. However, this was the critical period acting as the icebreaker, which
led to the slow and steady move towards large scale technology adoption
Banks have changed in their operations and moved towards universal banking along with the
increased usage of technology and technology-based services offering alternate channels such
as smart cards, ATMs, usage of the internet, mobile and social banking. Banks have started
deploying core banking, human resource management (HRM) and enterprise risk (ERP)
management and process re-engineering etc to improve on their performance and
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According to a KPMG study, a research analysts says, as of FY2012, non-cash payments
constituted 91 per cent in value terms as compared to 88 per cent in FY in 2010 and 48 per
cent in terms of value from 35 per cent in FY 2010. A bank analyst says the payments made
through cheques in total non-cash transaction too has come down to 52 per cent from 83 per
cent in volume terms, and to nine per cent from 85 per cent in value terms during between FY
2006 and FY 2012.
 MICHAEL PORTER ANALYSIS OF BANKING
INDUSTRY

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THREAT OF NEW ENTRANTS(LOW)
Despite the regulatory and capital requirements of starting a new bank, between 1977 and
2002 an average of 215 new banks opened each year according to the FDIC. With so many
new banks entering the market each year the threat of new entrants should be extremely high.
However, due to mergers and bank failures the average number of total banks decreases by
roughly 253 a year cause the industry deals with other people's money and financial
information new banks find it difficult to start up. Due to the nature of the industry people are
more willing to place their trust in big name, well known, major banks who they consider to
be trustworthy.
" The Reserve Bank of India (RBI) seems ready to issue in-principle licences to a third set of
new banks in the world’s tenth largest economy after it hears from the Election Commission
(EC). Depending on the EC’s stance, it can happen as early as next week or post the April-
May general election. In other words, the ball is now in the EC’s court. RBI has taken four
years to complete the exercise. Former finance minister Pranab Mukherjee announced that a
new set of private players would be allowed to set up banks in February 2010.Twenty-five
companies have applied for licences but less than half a dozen may get RBI clearance."-this
news has given rise to threat of new entrants in banking industry. but according to a top
HDFC executive "I think the market is large enough to support the growth of more new
private-sector banks," HDFC Bank deputy managing director Paresh Sukthankar said at an
IIFL Investor Conference in Mumbai
Factors affecting new entrants in banking sector:
 Government Licensing and RBI regulations
 Skills manpower
 High Initial investment
POWER OF SUPPLIERS (MEDIUM TO HIGH)
Capital is the primary resource on any bank and there are four major suppliers (various other
suppliers [like fees] contribute to a lesser degree) of capital in the industry.
1. Customer deposits.
2. mortgages and loans.
3. mortgage-backed securities.
4.Loans from other financial institutions

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By utilizing these four major suppliers, the bank can be sure that they have the necessary
resources required to service their customers' borrowing needs while maintaining enough
capital to meet withdrawal expectations.
The power of the suppliers is largely based on the market, their power is often considered to
fluctuate between medium to high.
Factor affecting bargaining power of suppliers
 Rise in investment avenues
 Providers of funds
 Interest rates
 Valuations
 The economic outlook
 Role of RBI
POWER OF BUYERS(LOW)
The individual doesn't pose much of a threat to the banking industry, but one major factor
affecting the power of buyers is relatively high switching costs. If a person has one bank that
services their banking needs, mortgage, savings, checking, etc, it can be a huge hassle for that
person to switch to another bank. To try and convince customers to switch to their bank they
will often times lower the price of switching, though most people still prefer to stick with
their current bank. The internet has greatly increased the power of the consumer in the
banking industry. The internet has greatly increased the ease and reduced the cost for
consumers to compare the prices of opening/holding accounts as well as the rates offered at
various banks.
Factors affecting power of buyers
 Long-term finance.
 Margins and volumes.
 Multiple Options
 Banks Competitors
 Retail lending

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THREAT OF SUBSTITUTES(BASICALLY FROM NON
FINANCIAL CORPORATION/UNORGANISED SECTOR)
Some of the banking industry's largest threats of substitution are not from rival banks but
from non financial competitors
The industry does not suffer any real threat of substitutes as far as deposits or withdrawals,
however insurances, mutual funds, and fixed income securities are some of the many banking
services that are also offered by a non banking companies. There is also the threat of payment
method substitutes and loans are relatively high for the industry. For example, big name
electronics, jewelers, car dealers, and more tend to offer preferred financing on "big ticket"
items. Often times these non-banking companies offer a lower interest rates on payments
then the consumer would otherwise get from a traditional bank loan.
Factors affecting substitution
 Close customer relationships,
 Conservative Customers
 Risk taking customers attitude.
 Switching costs
COMPETITIVE RIVALRY
The banking industry is considered highly competitive. The financial services industry has
been around for hundreds of years, and just about everyone who needs banking services
already has them. Because of this, banks must attempt to lure clients away from competitor
banks. They do this by offering lower financing, higher rates, investment services, and
greater conveniences than their rivals. The banking competition is often a race to determine
which bank can offer both the best and fastest services, but has caused banks to experience a
lower ROA (Return on Assets). Given the nature of the industry it is more likely to see
further consolidation in the banking industry. Major banks tend to prefer to acquire or merge
with other banks than to spend money marketing and advertising.

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Lets us see the top leading private bank of India in terms of their market
capitalization. (as on May 15,2014)
We can see from the following table that HDFC bank is leading in terms of market
capitalization.
Company Name
MarketCap
(Rs. cr)
HDFC Bank 189,225.61
ICICI Bank 160,983.63
Axis Bank 78,314.40
Kotak Mahindra 66,635.31
IndusInd Bank 28,110.16
Yes Bank 18,888.50
ING Vysya Bank 11,503.83
FederalBank 8,737.04
JK Bank 8,735.22
Karur Vysya 4,163.50
City Union Bank 3,507.49
South Indian Bank 3,270.91
Karnataka Bank 2,373.05
DCB Bank 1,555.83
StanChart IDR 1,452.00
Lakshmi Vilas 897.07
Dhanlaxmi Bank 475.40
Goldman BEES 281.09

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ABOUT HDFC
HDFC Bank was incorporated in August 1994 and currently has an nationwide network
of 3,336 Branches and 11,473 ATM's in 2,104 Indian towns and cities. The Housing
Development Finance Corporation Limited (HDFC) was amongst the first to receive an
'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in the private
sector, as part of RBI's liberalization of the Indian Banking Industry in 1994. The bank
was incorporated in August 1994 in the name of 'HDFC Bank Limited', with its registered
office in Mumbai, India. HDFC Bank commenced operations as a Scheduled Commercial
Bank in January 1995.
HDFC is India’s premier housing finance company and enjoys an impeccable track
record in India as well as in international markets. Since its inception in 1977, the
Corporation has maintained a consistent and healthy growth in its operations to remain
the market leader in mortgages. Its outstanding loan portfolio covers well over a million
dwelling units. HDFC has developed significant expertise in retail mortgage loans to
different market segments and also has a large corporate client base for its housing
related credit facilities. With its experience in the financial markets, a strong market
reputation, large shareholder base and unique consumer franchise, HDFC was ideally
positioned to promote a bank in the Indian environment.
 Promoter
HDFC is India’s premier housing finance company and enjoys an impeccable track
record in India as well as in international markets. Since its inception in 1977, the
Corporation has maintained a consistent and healthy growth in its operations to remain
the market leader in mortgages. Its outstanding loan portfolio covers well over a million
dwelling units. HDFC has developed significant expertise in retail mortgage loans to
different market segments and also has a large corporate client base for its housing
related credit facilities. With its experience in the financial markets, strong market
reputation, large shareholder base and unique consumer franchise, HDFC was ideally
positioned to promote a bank in the Indian environment.

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 Vision
To build a World-Class Indian Bank
 Mission
Use Enabling Technology to provide valued added products and services to customers. The
objective is to build sound customer franchises across distinct businesses so as to be the
preferred provider of banking services for target retail and wholesale customer segments, and
to achieve healthy growth in profitability, consistent with the bank’s risk appetite. The bank
is committed to maintain the highest level of ethical standards, professional integrity,
corporate governance and regulatory compliance.
 Business Profile
 Wholesale Banking
The Bank's target market is primarily large, blue-chip manufacturing companies in the Indian
corporate sector and to a lesser extent, small & mid-sized corporate and agri-based
businesses. For these customers, the Bank provides a wide range of commercial and
transactional banking services, including working capital finance, trade services,
transactional services, cash management, etc. The bank is also a leading provider of
structured solutions, which combine cash management services with vendor and distributor
finance for facilitating superior supply chain management for its corporate customers. Based
on its superior product delivery / service levels and strong customer orientation, the Bank has
made significant inroads into the banking consortia of a number of leading Indian corporate
including multinationals, companies from the domestic business houses and prime public
sector companies. It is recognized as a leading provider of cash management and
transactional banking solutions to corporate customers, mutual funds, stock exchange
members and banks.

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 Treasury
Within this business, the bank has three main product areas - Foreign Exchange and
Derivatives, Local Currency Money Market & Debt Securities, and Equities. With the
liberalization of the financial markets in India, corporate need more sophisticated risk
management information, advice and product structures. These and fine pricing on various
treasury products are provided through the bank’s Treasury team. To comply with statutory
reserve requirements, the bank is required to hold 25% of its deposits in government
securities. The Treasury business is responsible for managing the returns and market risk on
this investment portfolio.
 Retail Banking
The objective of the Retail Bank is to provide its target market customers a full range of
financial products and banking services, giving the customer a one-stop window for all
his/her banking requirements. The products are backed by world-class service and delivered
to customers through the growing branch network, as well as through alternative delivery
channels like ATMs, Phone Banking, Net-Banking and Mobile Banking.
The HDFC Bank Preferred program for high net worth individuals, the HDFC Bank Plus and
the Investment Advisory Services programs have been designed keeping in mind needs of
customers who seek distinct financial solutions, information and advice on various
investment avenues. The Bank also has a wide array of retail loan products including Auto
Loans, Loans against marketable securities, Personal Loans and Loans for Two-wheelers. It
is also a leading provider of Depository Participant (DP) services for retail customers,
providing customers the facility to hold their investments in electronic form.
HDFC Bank was the first bank in India to launch an International Debit Card in association
with VISA (VISA Electron) and issues the MasterCard Maestro debit card as well. The Bank
is also one of the leading players in the "merchant acquiring" business. The Bank is well
positioned as a leader in various net based B2C opportunities including

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 Distribution Network
HDFC Bank is headquartered in Mumbai. As of March 31, 2014, the Bank’s distribution
network was at 3,403 branches in 2,171 cities. All branches are linked on an online real-time
basis. Customers in over 1397 locations are also serviced through Telephone Banking. The
Bank’s expansion plans take into account the need to have a presence in all major industrial
and commercial centres, where its corporate customers are located, as well as the need to
build a strong retail customer base for both deposits and loan products. Being a clearing /
settlement bank to various leading stock exchanges, the Bank has branches in centres where
the NSE / BSE have a strong and active member base.
The Bank also has a network of 11,256ATMs across India. HDFC Bank’s ATM network
can be accessed by all domestic and international Visa / MasterCard, Visa Electron /
Maestro, Plus / Cirrus and American Express Credit / Charge cardholders.
 Technology
HDFC Bank operates in a highly automated environment in terms of information technology
and communication systems. All the bank’s branches have online connectivity, which enables
the bank to offer speedy funds transfer facilities to its customers. Multi-branch access is also
provided to retail customers through the branch network and Automated Teller Machines
(ATMs).
The Bank has made substantial efforts and investments in acquiring the best technology
available internationally, to build the infrastructure for a world class bank. In terms of core
banking software, the Corporate Banking business is supported by Flex cube, while the Retail
Banking business by Fin ware, both from i-flex Solutions Ltd. The systems are open, scalable
and web-enabled.
The Bank has prioritized its engagement in technology and the internet as one of its key goals
and has already made significant progress in web-enabling its core businesses. In each of its
businesses, the Bank has succeeded in leveraging its market position, expertise and
technology to create a competitive advantage and build market share.

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 Capital Structure

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FINANCIAL RESULTS (INDIAN GAAP)
 FINANCIAL RESULTS:
Profit & Loss Account: Year ended March 31, 2014
For the year ended March 31, 2014, the Bank earned total income of ` 49,055.2 crores.
Net revenues (net interest income plus other income) for the year ended March 31, 2014 were
26,402.3 crores, up by 16.5% over ` 22,663.7 crores for the year ended March 31, 2013. For
the year ended March 31, 2014, the net interest margin was 4.4% as against 4.5% for the year
ended March 31, 2013. Cost to income ratio was at 45.6% for the year ended March 31,
2014, as against 49.6% for the previous year.
The Bank’s profit before tax was ` 12,772.1 crores, an increase of 31.0% over the year ended
March 31, 2013. With the effective tax rate for the year at 33.6% as against 31.0% for the
previous year, the net profit for year ended March 31, 2014 was ` 8,478.4 crores, up 26.0%,
over the year ended March 31, 2013. Consolidated net profit of the Bank increased by 27.3%
to 8,743.5 crores for the year ended March 31, 2014.
Balance Sheet: As of March 31, 2014
Total deposits as of March 31, 2014 were ` 367,337 crores, an increase of 24.0% over March
31, 2013. Savings account deposits grew 16.9% over the previous year to reach103,133
crores. Current account deposits grew 17.5% over the previous year to reach ` 61,488 crores.
CASA deposits were 44.8% of total deposits as on March 31, 2014. Advances as of March
31, 2014 were ` 303,000 crores, an increase of 26.4% over March 31, 2013. The domestic
loan mix between retail : wholesale is 53:47. Total advances in overseas branches as of
March 31, 2014 were at 8% of the total advances as against 4% as of March 31, 2013.
Adjusted for the one time increase in FCNR deposits swapped with RBI under the special
window in the quarter ended December 31, 2013, and the related foreign currency loans, core
deposits and advances growth for the year was 16.9% and 21.8% respectively
As on March 31, 2014 the authorized share capital of the Bank is Rs. 550 crore. The paid-
up capital as on the said date is Rs 479,81,00,870/- ( 2399050435 ) equity shares of Rs. 2/-
each). The HDFC Group holds 22.64 % of the Bank's equity and about 16.97 % of the
equity is held by the ADS / GDR Depositories (in respect of the bank's American

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Depository Shares (ADS) and Global Depository Receipts (GDR) Issues). 34.11 % of the
equity is held by Foreign Institutional Investors (FIIs) and the Bank has 4,22,314
shareholders.
The shares are listed on the Bombay Stock Exchange Limited and The National Stock
Exchange of India Limited. The Bank's American Depository Shares (ADS) are listed on
the New York Stock Exchange (NYSE) under the symbol 'HDB' and the Bank's Global
Depository Receipts (GDRs) are listed on Luxembourg Stock Exchange under ISIN No
US40415F2002.
 Organizational policies
 Professional: Transparency, fairness, absolute integrity and unbiased dealings with
all stakeholders - customers, colleagues and vendors. People are not afraid to experiment /
fail as long as there is a convincing business logic and an honest attempt.
 Respect for the Individual: Absolute meritocracy at the time of hiring or promoting
individuals or assigning tasks and positions. There is a formal sexual harassment policy in
place to ensure dignity of individuals in the workplace.
 “Can Do” Attitude: The attitude to take oneself beyond one’s perceived limitations.
It emphasizes on persistence and perseverance in reaching one’s goals.
 Employee Care: HDFC Bank cares for its employees. This is manifested in the fact
that the Bank has instituted a Reward and Recognition Policy to acknowledge and honor
employee contribution, be it in business, cost saving initiatives or process improvements. The
Employee Wellness Program provides employees the facility of trained counselors for advice
on work-life balance, stress management, etc. The Bank has an award winning Diversity
Program with a dedicated Woman's Portal. There are also various benefits provided to
employees, viz. Holiday homes, Food Plus Card, etc.

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The PEOPLE value at HDFC Bank is based on the following HR Philosophy:
 Belief
We believe that the ultimate identity and success of our Bank will reside as it always has, in
the exceptional quality of our people and their extra-ordinary efforts. In order to do that we
need to create an environment that recognizes and values our people and the work they do.
 Values
The Bank’s strategic framework provided us with five core values – customer focus,
operational efficiency, product leadership, sustainability and people. The people value
signifies that we are committed to hiring, developing, motivating and retaining the best
people in our Bank.
 Guiding Philosophy
They believe that human resource management in HDFC Bank is fundamentally line
management accountability. The role of HR is therefore to help develop line management
capability to effectively manage and develop their people (by providing appropriate tools,
policies and processes).
 Ethical Organization
It is their endeavor to promote a culture of high personal integrity and professional ethics in
all employees to provide an environment that inspires excellence to accomplish
organizational objectives besides a sense of personal achievement and contentment.
Every employee is governed by the Ethical Standards and Compliance Manual. This is
available online to all employees across the Bank. Twice a year, this is circulated by mail
exchange system and confirmation taken from all employees on its understanding.
The Employee Relations Department of the Bank investigates into employee disciplinary
issues, misconduct, fraud etc and ensures appropriate management action is taken so that the
Bank and customer’s interests are upheld.
The Bank has an Internal Audit department comprising over 160 qualified auditors who
conducts periodic and concurrent audits of various operational processes. The benchmarks
are stringent and based on standard regulatory norms. The Audit department reports directly
to the Board of Directors of HDFC Bank, thereby ensuring independence.

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 Young and Dynamic
Having completed fifteen years since inception, HDFC Bank has a young and vibrant
employee base with average age ranging between 30 – 35 years.
 Meritocracy
All business and human resource decisions are based on merit. Employees qualify for
promotions through a stringent process, which involves methodical study of the employee’s
job size, last two performance ratings and panel interviews. The Bank promotes meritocracy
through differential bonuses, stock ownership plans and special increases.
HDFC Bank believes in transparency and accountability and is committed to strict adherence
of the same. Hence, the Whistle Blower Policy was created so that the internal regulators
could have the information about any activity involving impropriety, abuse of power,
malpractice, frauds, harassment or any untoward events. The Whistle Blower Policy
empowers employees to address their concerns in respect of untoward events as listed above
without any fear.
 Diverse
The Bank has branches in over five hundred cities covering a wide geographical area of the
country. Employees come from varied cultural, social and ethnic backgrounds. Out of the
total headcount, over twenty percent are women.
Given the constant change in the environment and increasing demands at work, maintaining a
work-life balance has become even more of a challenge. As an organization we have always
strived to build a culture which values and recognizes an individual’s contribution and at the
same time promotes teamwork effectively.
Over the years we have seen various initiatives that have been initiated to manage the gender
diversity of a growing workforce, some of which are listed below:
o Women’s day celebrations to recognize the talent within the organization
o Felicitation of Women achievers through special awards for women
o Formal Sexual Harassment Policy and Committee
o Leadership Sensitivity towards Women Issues
o Extension of Maternity Leave to aid Adoption
o Awareness of Women’s Medical Issues highlighted through Camps

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o Sabbaticals for deserving women
o Formation of Sisterhood of Strength – a women’s forum which is specially meant to
identify, handhold and resolve challenges which women face at the workplace.
 Technology enabled
HDFC Bank operates in a highly automated environment in terms of Information Technology
and communication systems. All the bank's branches have on-line connectivity, which
enables the bank to offer speedy funds transfer facilities to its customers. Multi-branch access
is also provided to retail customers through the branch network and Automated Teller
Machines (ATMs). We were the first Bank in India to implement Real Time Gross
Settlement, which enables transfer of money in bulk across Banks electronically within a few
hours.
The Bank has prioritized its engagement in technology and the internet as one of its key goals
and has already made significant progress in web-enabling its core businesses. In each of its
businesses, the Bank has succeeded in leveraging its market position, expertise and
technology to create a competitive advantage and build market share.
 Cost Conscious
On account of its unique cost management practices, pioneered through a reverse auction
process, HDFC Bank is proud to have its operating cost within defined budgetary parameters.
 Core Values
The Bank’s five core values are:
 Customer Focus
To achieve sustainable competitive advantage, HDFC Bank relies not only on strong
customer service, but also on measuring customer experience. The Bank has invested in
CRM Technology which provides triggers for selling various products depending on the
customer profile. The Relationship Manager is a trusted advisor to the customer – he / she has
the best interest of the customer and can advise competitor products, if the Bank’s product
does not fit the customer needs.

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 Operational Excellence
With a dedicated team to monitor quality and service standards, many of HDFC Bank’s
process segments, including HR Operations are ISO certified. Over 2200 quality
improvement projects, aimed at improving operational excellence have been successfully
implemented. Over 550 employees have qualified for Six Sigma Certification and over 80
have earned the yellow belt.
 Product Leadership
HDFC Bank has consistently developed innovative products and services that attract its
targeted customers. Focusing on high earnings growth and low volatility, HDFC Bank
continues to develop and distribute products / services that reduce cost of funds, by
leveraging its extensive branch network. The Bank actively tracks the performance of various
products and depending on the feedback received, tweaks product features, to better address
customer needs.
 Sustainability
HDFC recognizes Social and Environmental aspects as essential elements of a Sustainable
business philosophy and are committed to enhance our performance on these fronts. It is our
endeavor to drive a paradigm shift of viewing ESG (Environmental, Social and Governance)
parameters from risks to opportunities and to incorporate social and environmental aspects
into our business by embedding sustainability in our Stakeholders, Products and Services.
 People
People are the Bank’s greatest strength. HDFC Bank believes that the ultimate identity and
success of our Bank will reside in the exceptional quality of our people and their
extraordinary efforts. For this reason, we are committed to hiring, developing, motivating and
retaining the best people in the industry.

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 Management Of the Bank:

Board Of Directors
Independent Directors
• Mr. C.M. Vasudev
• Dr. Pandit Palade
• Mr. Partho Dutta
• Mr. Bobby Parikh
• Mr. A.N. Roy
• Mr. Vijay Merchant
Non Independent
Directors
Mr. Keki Mistry
Mrs. Renu Karnad
Mr. Aditya Puri
Mr. Paresh Sukthankar
Mr. Kaizad Bharucha
 Mr. Keki Mistry and Mrs. Renu Karnad represent Housing Development Finance Corporation
Limited (HDFC) on the Board of the Bank.
 Mr. Harish Engineer ceased to be a Director in the whole time employment of the Bank on his
retirement from services from the close of business hours on 30th September 2013.

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Organisational Hierarchy (Sector
8cBranch)
Mr. Aditya Puri
MD
Mr. NaveenPuri
Country Head
Mr. Govind Pandey
Branch Bank Head
Mr. Vineet Arora
Zonal Head
Mr. Vikas Kochhar
Cluster Head
Mr. Rattan Singh
Branch Manager
Mr. Ajay Choudhary
Head Relationship Manager
Miss Bharti
Thakur
Relationship-
Manager
Mr.Kunal
Raheja
Relationshi
p-manager
Mr.Amit
Jindal
Relationship-
manager
Mr.
Harsehaj
Sarang
Relationship-
Manager
Mr.Harsh
Kanojia
Relations
hip-
Manager

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ANALYSIS OF HDFC
 STRATEGIES OF HDFC BANK
 Operational strategy
HDFC bank has been a consistent player in the banking industry and has always been trying
to produce the well balanced and right mix of products and services for both of its customers
in retail base and corporate base. HDFC bank operates in a highly automated environment in
terms of information technology and communication systems. All the bank's branches have
online connectivity, which enables the bank to offer speedy funds transfer facilities to its
customers. Multi-branch access is also provided to retail customers through the branch
network and Automated Teller Machines (ATMs). The Bank has made substantial efforts and
investments in acquiring the best technology available internationally, to build the
infrastructure for a world class bank. The Bank has prioritized its engagement in technology
and the internet as one of its key goals and has already made significant progress in web-
enabling its core businesses. In each of its businesses, the Bank has succeeded in leveraging
its market position, expertise and technology to create a competitive advantage and build
market share.
HDFC bank is the leader in the industries and today IT and HDFC bank together combined
they reached the sky. New technology changed the mind of the customers and changed the
queue concept from the history banking transaction. Today there are different channels
which are available for the banking transactions. New and improved technology results in the
advantageous functioning of the bank smoothly and efficiently.
HDFC BANK is the very consistent player in the new private sector banks. New private
sector banks to withstand the competition from public sector banks came up with innovative
products and superior service. Higher retail revenues partly offset by higher operating and
credit costs. HDFC has tried to equally well position itself to grow both segments.

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 Competitive Strengths
The bank attributes its growth and continuing success to the following competitive strengths:
a) HDFC bank is a leader among Indian banks in the use of technology
Since the bank’s inception, it has made substantial investments in technology platform and
systems. Bank has built multiple distribution channels, including an electronically linked
branch network, automated telephone banking, Internet banking and banking by mobile
phone, to offer customers convenient access to our products. Technology platform has driven
the development of innovative products and reduced operating costs.
b) HDFC bank delivers high quality service with superior execution
Bank tries to deliver efficient service with rapid response time. Bank’s focus on personalized
service tries to draws customers to the products and increases existing customer loyalty.
c) HDFC offer a wide range of products
Whether in retail or wholesale banking, the bank tries to be a “one-stop shop” for the
Customers’ banking needs. The wide range of products creates multiple cross-selling
opportunities for bank and improves customer retention rates.
d) HDFC claims to have an experienced management team
According to HDFC, many of the members of senior management team who have been with
the bank; since inception seem to have substantial experience in multinational banking.
 Business strategy
HDFC BANK mission is to be “a World Class Indian Bank”, benchmarking themselves
against international standards and best practices in terms of product offerings, technology,

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service levels, risk management and audit & compliance. The objective is to build sound
customer franchises across distinct businesses so as to be a preferred provider of banking
services for target retail and wholesale customer segments, and to achieve a healthy growth in
profitability, consistent with the Bank's risk appetite. Bank is committed to do this while
ensuring the highest levels of ethical standards, professional integrity, corporate governance
and regulatory compliance. Continue to develop new product and technology is the main
business strategy of the bank. Maintain good relation with the customers is the main and
prime objective of the bank.
HDFC BANK business strategy emphasizes the following:
•Increase market share in India’s expanding banking and financial services industry
by following a disciplined growth strategy focusing on quality and not on quantity and
delivering high quality customer service.
•Leverage our technology platform and open scalable systems to deliver more products to
more customers and to control operating costs.
•Maintain current high standards for asset quality through disciplined credit risk
management.
•Develop innovative products and services that attract the targeted customers and
address inefficiencies in the Indian financial sector.
•Continue to develop products and services that reduce bank’s cost of funds.
•Focus on high earnings growth with low volatility

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 SWOT Analysis
Strengths
 Support of various promoters
 High level of services
 Knowledge of Indian market
 Right strategy for the right products.
 Superior customer service vs. competitors
 Great Brand Image
 Products have required accreditations.
 High degree of customer satisfaction.
 Good place to work
 Lower response time with efficient and effective service.
 Dedicated workforce aiming at making a long-term career in the
field.
 Less attrition rate
 Highest market capitalization
.
STRENGTHS WEAKNESS
OPPORTUNITIES THREATS

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Weakness
 Rural penetration is low
 Poor interest rates
 Lesser number of branches as compared to public and other
competitors banks
Opportunities
 Profit margins will be good.
 Could extend to overseas broadly.
 New specialist applications.
 Could seek better customer deals
 Fast-track career development opportunities on an industry-
wide basis.
 An applied research centre to create opportunities for
developing techniques to provide value-added services.
 Growing Indian banking sector
 People are becoming more service oriented
 global market opportunity
 HNWI volume growing
Threats
 Legislation could impact.
 Great risk involved
 Very high competition prevailing in the industry.
 Vulnerable to reactive attack by major competitors
 Lack of infrastructure in rural areas could constrain investment.
 High volume/low cost market is intensely competitive
 New licenses

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 HDFC BANK FINANCIAL SUMMARY
Consolidated Profit & Loss
account
------------------- in Rs. Cr. -------------------
Mar '13 Mar '12 Mar '11 Mar '10 Mar '09
12 mths 12 mths 12 mths 12 mths 12 mths
Income
Sales Turnover 35,948.18 29,930.45 25,765.08 12,318.16 11,676.08
Excise Duty 0.00 0.00 0.00 0.00 0.00
Net Sales 35,948.18 29,930.45 25,765.08 12,318.16 11,676.08
Other Income 38.75 27.08 27.55 -201.39 -218.91
Stock Adjustments 0.00 0.00 0.00 0.00 0.00
Total Income 35,986.93 29,957.53 25,792.63 12,116.77 11,457.17
Expenditure
Raw Materials 0.00 0.00 0.00 0.00 0.00
Power & Fuel Cost 0.00 0.00 0.00 0.00 0.00
Employee Cost 528.13 445.47 375.99 316.57 270.70
Other Manufacturing
Expenses
12,937.70 11,241.77 11,879.80 0.00 0.00
Selling and Admin
Expenses
0.00 0.00 0.00 248.13 196.22
Miscellaneous
Expenses
704.10 451.00 367.70 527.85 682.13
Preoperative Exp
Capitalised
0.00 0.00 0.00 0.00 0.00
Total Expenses 14,169.93 12,138.24 12,623.49 1,092.55 1,149.05
Operating Profit 21,778.25 17,792.21 13,141.59 11,225.61 10,527.03
PBDIT 21,817.00 17,819.29 13,169.14 11,024.22 10,308.12
Interest 14,295.52 11,551.92 7,876.07 7,048.97 7,408.37
PBDT 7,521.48 6,267.37 5,293.07 3,975.25 2,899.75
Depreciation 54.20 50.64 48.92 91.44 36.64
Other Written Off 0.00 0.00 0.00 0.18 0.18
Profit Before Tax 7,467.28 6,216.73 5,244.15 3,883.63 2,862.93
Extra-ordinary items 0.00 0.00 0.00 14.79 13.55
PBT (Post Extra-ord
Items)
7,467.28 6,216.73 5,244.15 3,898.42 2,876.48
Tax 2,002.03 1,726.96 1,539.32 1,254.52 1,067.81
Reported Net Profit 5,465.25 4,489.77 3,704.83 2,629.11 1,795.12
Minority Interest 341.80 -1,180.52 -908.43 -6.13 -77.19
Share Of P/L Of
Associates
-1,516.27 207.78 84.85 -605.74 -438.19
Net P/L After Minority
Interest & Share Of
Associates
6,639.72 5,462.51 4,528.41 3,240.98 2,310.50
Total Value Addition 14,169.93 12,138.24 12,623.49 1,092.55 1,149.05
Preference Dividend 0.00 0.00 0.00 0.00 0.00
Equity Dividend 1,932.93 1,624.67 1,320.20 1,033.60 853.36
Corporate Dividend
Tax
394.97 298.46 237.23 194.27 159.70
Per share data (annualised)
Shares in issue
(lakhs)
15,463.47 14,769.70 14,668.87 2,871.10 2,844.54
Earning Per Share 35.34 30.40 25.26 91.57 63.11

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(Rs)
Equity Dividend (%) 0.00 0.00 0.00 0.00 0.00
Book Value (Rs) 207.33 165.37 144.46 631.88 485.27
Consolidated Balance Sheet ------------------- in Rs. Cr. -------------------
Sources Of Funds
Total Share
Capital
309.27 295.39 293.37 287.11 284.45
Equity Share
Capital
309.27 295.39 293.37 287.11 284.45
Share
Application
Money
0.00 0.00 0.00 0.00 0.00
Preference
Share Capital
0.00 0.00 0.00 0.00 0.00
Init.
Contribution
Settler
0.00 0.00 0.00 0.00 0.00
Preference
Share
Application
Money
0.00 0.00 0.00 0.00 0.00
Employee
Stock Opiton
0.00 0.00 0.00 0.00 0.00
Reserves 31,751.08 24,128.59 20,896.75 17,854.92 13,519.17
Revaluation
Reserves
0.00 0.00 0.00 40.20 40.12
Networth 32,060.35 24,423.98 21,190.12 18,182.23 13,843.74
Secured
Loans
68,486.16 67,349.60 62,665.09 32,382.27 24,511.71
Unsecured
Loans
44,061.63 31,230.74 22,222.48 66,081.06 61,428.93
Total Debt 112,547.7
9
98,580.34 84,887.57 98,463.33 85,940.64
Minority
Interest
1,071.47 819.53 650.49 523.08 455.07
Policy
Holders
Funds
35,086.09 31,362.41 25,922.77 19,564.46 9,869.68
Group Share
in Joint
Venture
0.00 0.00 0.00 0.00 0.00
Total
Liabilities
180,765.7
0
155,186.26 132,650.95 136,733.10 110,109.13

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Application Of Funds
Gross Block 1,497.67 1,459.06 1,395.92 1,300.56 1,252.94
Less: Accum.
Depreciation
647.09 617.19 588.36 688.02 575.71
Net Block 850.58 841.87 807.56 612.54 677.23
Capital Work
in Progress
32.46 6.57 3.14 0.00 0.00
Investments 59,492.42 48,638.85 41,596.98 32,743.06 16,558.85
Inventories 0.00 0.00 0.00 0.16 0.41
Sundry
Debtors
216.02 632.63 397.37 259.57 282.91
Cash and
Bank Balance
7,071.67 6,481.36 6,818.46 735.06 1,276.50
Total
Current
Assets
7,287.69 7,113.99 7,215.83 994.79 1,559.82
Loans and
Advances
184,285.0
8
155,942.56 125,631.85 104,083.00 91,998.04
Fixed
Deposits
0.00 0.00 0.00 5,541.43 1,952.33
Total CA,
Loans &
Advances
191,572.7
7
163,056.55 132,847.68 110,619.22 95,510.19
Deffered
Credit
0.00 0.00 0.00 0.00 0.00
Current
Liabilities
65,682.82 51,649.06 38,649.41 4,633.66 4,043.59
Provisions 5,499.71 5,708.52 3,955.00 2,608.06 1,927.56
Total CL &
Provisions
71,182.53 57,357.58 42,604.41 7,241.72 5,971.15
Net Current
Assets
120,390.2
4
105,698.97 90,243.27 103,377.50 89,539.04
Minority
Interest
0.00 0.00 0.00 0.00 0.00
Group Share
in Joint
Venture
0.00 0.00 0.00 0.00 3,333.83
Miscellaneou
s Expenses
0.00 0.00 0.00 0.00 0.18
Total Assets 180,765.7
0
155,186.26 132,650.95 136,733.10 110,109.13
Contingent
Liabilities
5,736.21 4,662.39 3,792.82 608.50 657.51
Book Value
(Rs)
207.33 165.37 144.46 631.88 485.27

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Financial Parameters Chart
Parameters MAR'14
(₹ Cr.)
MAR'13
(₹ Cr.)
MAR'12
(₹ Cr.)
MAR'11
(₹ Cr.)
N/A
(₹
Cr.)
Sales Turnover 4,11,355.00 3,50,649.00 2,72,864.00 1,99,282.00 0.00
Other Income 79,196.40 68,526.20 52,436.90 43,351.50 0.00
Total Income 4,90,552.00 4,19,175.00 3,25,300.00 2,42,634.00 0.00
Total Expenses 1,20,422.00 1,12,361.00 85,900.60 71,529.20 0.00
Operating profit 1,43,601.00 1,14,276.00 89,504.00 77,253.60 0.00
Gross Profit 1,27,721.00 97,506.20 0.00 0.00 0.00
Interest 2,26,529.00 1,92,538.00 1,49,896.00 93,850.80 0.00
PBDT -98,808.00 -95,031.80
-
1,49,896.00
-93,850.80 0.00
Depreciation 0.00 0.00 0.00 0.00 0.00
PBT 1,27,721.00 97,506.20 75,131.50 58,186.50 0.00
Tax 42,936.70 30,243.40 23,460.80 18,922.60 0.00
Net Profit 84,784.00 67,262.80 51,670.70 39,263.90 0.00
Earnings Per
Share
35.50 28.50 22.02 85.00 0.00
Equity 4,798.10 4,758.80 4,693.40 4,652.30 0.00
Preference
Capital
0.00 0.00 0.00 0.00 0.00
Reserves 4,29,988.00 3,57,383.00 2,94,550.00 2,49,111.00 0.00
Face Value 2.00 2.00 2.00 10.00 0.00

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 HDFC FINANCIAL RATIO ANALYSIS (FOR LAST 3
YEARS)
FINANCIAL RATIOS MARCH 13 MARCH 12 MARCH 11
1. Return on net worth(%) 20.71 22.36 21.37
2. Return on capital
employed(%)
15.04 14.44 12.36
3. Current Ratio 2.46 2.84 7.27
4. Quick Ratio 2.68 2.83 14.00
5. Debt Equity Ratio 3.51 4.04 4.01
6. Debtors Turnover Ratio 84.72 58.12 78.44
7. Fixed Assets Turnover
Ratio
28.57 24.35 22.29
8. Total Assets Turnover
Ratio
0.20 0.19 0.19
9. Dividend Payout Ratio
Net Profit
34.68 35.20 34.39
10. Earning Retention Ratio 54.72 56.14 51.59
1.Return on Net Worth-is an appropriate measure for judging the return that a shareholder
gets from his investment. In 2013 RONW is decreased showing less return to share holders
than 2012 and even 2011
2.Return on Capital Employed- The ROCE has increased showing efficient use of capital
3.Current Ratio- Current ratio is a financial ratio that measures whether or not a company has
enough resources to pay its debt over the next business cycle (usually 12 months) by
comparing firm's current assets to its current liabilities. and HDFC has a satisfactory current
ratio
4.Quick Ratio-The quick ratio for HDFC is 2.68 for Mar 13 which indicates the bank’s
robustness and financial soundness in paying off short term obligation though the figure has
dipped as compared to the last two years.

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5.Debt Equity Ratio-As the debt equity ratio is greater than 1 it means HDFC's majority of
assets are financed through debt
6.Debtors Turnover Ratio-This ratio has increased from past two years showing and as the
ratio is high it shows receivables are more liquid and being collected promptly.
7.Fixed Asset Turnover Ratio-This ratio is increasing and it shows that the investment in the
fixed assets are effective to generate revenues,-
8.Dividend Payout Ratio-As the dividend payout ratio is stable it shows solid dividend policy
of HDFC bank.

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MAJOR PRODUCTS OF HDFC
Given below are the synopsis of different products at HDFC bank which I have been
studying and working on.
 SAVING REGULAR ACCOUNT
 Interest Rate 4% based on daily balance credited to customers account on 31st March
and September.
 Statements are sent to added mail, Monthly statement can be collected from branch
free of cost. Duplicate statement and certificate is available at a fee.
 Direct access to the account
 Safe Deposit Lockers.
 Free email statements
 5 free transactions on any other bank
 Free alerts ,Mobile banking, Net Banking ,Phone Banking.
Pricing- Annual quarterly balance (AQB) of Rs 10000/
below Rs 10000/ urban ------Rs 750 per quarter
below Rs 5000/ semi urban -Rs 750 per quarter
*Account can be opened by-
Indian residents (sole, joint)
Minors, HUF, Trust, Associations
Cannot be opened by a firm or a company.
 SAVING ACCOUNT PENSION
 Disburses three kinds of accounts
-Central Civil Pensions CPAO
-Defense Pensions
-EPFO call pensioners covered under EPS 1995 scheme.
 AQB 0 balance
Non maintenance of AQB and no charge on it

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 Funds transfer through teller counter.
 Non cash transactions free
 Undertaking given by pension authority is mandatory
 Cash transaction up to Rs 50000/ free above Rs 50000 Rs 2.90 per Rs 1000/ .
 SAVING MAX ACCOUNT
Marketing tool developed. Saving up to 4270. A video also to be shown to customers so that
they are encouraged to open saving max account
 Saving balance from the account is transferred into a fixed deposits at a specific
threshold limit
 Accounts that cannot be converted into saving max account are
-Saving account FCRA
-Saving Depository Residents
-Saving Account settler Services
-Saving Account E-Broking services HDFC securities
-Saving Account Trust
-Kids Saving Account
-Kisaan Club Saving Account
-No Frills Saving Account
-Kisaan No Frills Saving Account
 Minimum Amount Rs100000/
 SENIOR CITIZEN SAVING ACCOUNT
 Accidental Hospital coverage up to Rs50000/
 Hospital Cash Allowance of Rs 500/up to 15 days per year
 Account statement free of cost both quarterly and monthly
 Easy shop international debit card free for life
 Women advantage debit card free
 DD/MC special charge slabs for senior citizen
(age group above 60years)

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below Rs 5000/ urban ------Rs 750 per quarter
below Rs 2500/ semi urban -Rs 750 per quarter
 KIDS ADVANTAGE ACCOUNT
Targeted through investments ,Investing for children future. Making kids potential
customers and tapping huge middle and upper class.
 Free educational insurance cover up to Rs100000/
 ATM issued to only kids with 7 to 8 transactions limit up to Rs 2500/
 Free cash withdrawal from any bank ATM
 Free personal cheque book
 Fixed deposit is created for Rs 10000/ after Rs 25000/ through sweep out facility.
charges Rs 300 per quarter below AQB.
 FAMILY SAVING GROUP
 Free cash withdrawal, transaction on other bank ATMs
 Free monthly account statements
 25% off on lockers
 Minimum 2 and Maximum 4 accounts to be opened
Pricing- Combined Annual quarterly balance (AQB) Rs 40000/
chargers Rs1000/ if AQB> Rs 20000/ <= Rs 40000/
and Rs 1500/if AQB <= Rs 20000/
 NO FRILLS ACCOUNT
 AQB not required
 Should not have saving account with any other bank
 Individual income equals or less than Rs 50000/

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 WOMEN SAVING ACCOUNT
 Money maximizing facility
 Unlimited free money transaction across all HDFC and non HDFC bank ATMs
 50% discount on lockers for first year
 CROSS SELLING PRODUCTS LIST
 Credit Cards
 Group Insurance Plan
 Smart Women Plan
 Group personal accidental insurance plan
 Critical illness cover
 Home Insurance
(just noted them for my knowledge)

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DIRECT BANKING CHANNELS
 Net Banking
 Phone Banking
 Mobile Banking
 NET BANKING
Four E mantras for customers
-Ease
-Efficiency
-Experience
-Economy
Company prefer its customers and promotes net banking as it provides faster services and cut
downs the cost.
I am told to suggest customers and make them understand the benefits of net banking and
also I have to give them demo on how to use it.
Benefits of net banking
-Anywhere and anytime
-Real time information
-Range of features
-Secured channel
-Less cost to the branch

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Customer ID:
Key-in your Customer Id here. Click
Continue to go to the next screen to
key-in your passw ord!
Forgot Your IPIN (passw ord), click here
to generate instantly
New to Netbanking ?
View Demo
NetBanking Faq's
Online Security
Trouble logging on to NetBanking?
Visit our troubleshooting guide
Call on our PhoneBanking in your city
Write in to us
Credit Cardholders click here
(if you do not hold HDFC Bank
account)
Retail Loan Customers clickhere for
online loan account access
(if you do not hold HDFC Bank
account)
Ab o ut SSL Ce rtifica te s

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 PHONE BANKING:
24-hour automated banking services with 39 Phone Banking numbers available. Telephone
Identification number is used to use Phone-Banking facility from anywhere.
 MOBILE BANKING:
Access your account on your mobile phone screen at no airtime cost. Use SMS technology
to conduct your banking transactions from your cell phone.
One can access over 60 transactions on your mobile phone with Mobile-Banking through
Browser. Log on to m.hdfcbank.com using your Customer Id and IPIN (Net Banking
Password).Once logged in check your account balance, pay credit card bills or instantly
recharge your prepaid mobile and DTH connections.
Well, once you have Mobile-Banking through Browser you can:
 View your account summary and fixed deposit summary
 Request for statements, cheque books and stop payments of cheques
 Transfer funds to your other bank accounts, even those in other banks
 Make Credit Card Payments Mobile and
 DTH Recharge
Start using Mobile Banking through Browser
Scan with a QR Code Reader to visit the HDFC Bank Mobile

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MOBILE SECURITY DO'S AND DONT'S
DO's
 Password protect the mobile phone. It is recommended to set the maximum number of
incorrect password submissions no more than three
 Choose a strong password to keep your account and data safe
 Review your account statements frequently to check for any unauthorized transactions
 Change your IPIN regularly
 Report a lost or stolen phone immediately to your service provider and law
enforcement authorities
DONT’s
 Never give your PIN or confidential information over the phone or internet. Never
share these details with anyone
 Don't click on links embedded in emails/social networking sites claiming to be from
the bank or representing the bank
 Don't transfer funds without due validation of the recipient, as funds once transferred
cannot be reversed
 Don't store sensitive information such as credit card details, mobile banking password
and user ID in a separate folder on your phone
 Don't forget to inform the bank of changes in your mobile number to ensure that SMS
notifications are not sent to someone else
 Never reveal or write down PINs or retain any email or paper communication from
the bank with regard to the PIN or password
 Be cautious while accepting offers such as caller tunes or dialer tunes or
open/download emails or attachments from known or unknown sources
 Be cautious while using Bluetooth in public places, as someone may access your
confidential data/information
 Be careful about the websites you are browsing. If it does not look authentic, do not
download anything from it
**Pay your telephone, electricity and mobile phone bills through our ATMs, Internet,
phone or mobile phone. No more standing in long queues or writing cheques.

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HNW PROGRAMS OF HDFC
HNW Clients of HDFC bank
The HNW clients (premium banking) are primarily divided into different programs as
follows
 Imperia
 Preferred
 Classic
Eligibility Criteria's for different program at HDFC Bank
 IMPERIA
Membership to the HDFC Bank Imperia Program is by invitation only. To be eligible for
the exclusive benefits you need to:
 Maintain a minimum Average Monthly Balance of Rs.30 lakhs across all your Saving
and fixed deposits accounts
OR
 Maintain an Average Quarterly Balance of Rs.10 Lakhs in your Savings account.
OR
 Maintain an Average Quarterly Balance of Rs.15 Lakhs in your Current account.
 The requisite balance can be maintained over your accounts and over those of your
immediate family members.
*The tenure of the Fixed Deposits should be at least six months.
**Entry into the Imperia Program is at the sole discretion of the Bank. HDFC Bank
reserves the right to change the benefits / services offered as part of the program

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 PREFERRED
You are eligible for the HDFC Bank Preferred Program ** if you:
 Hold at least one Savings or Current account, sole or joint, with HDFC Bank.
 Maintain a minimum Average Monthly balance of Rs. 15 Lakhs across all your
accounts (Savings, Current and Fixed Deposits*)
OR
 Maintain an Average Quarterly Balance of Rs. 2 Lakhs in your Savings account.
OR
 Maintain an Average Quarterly Balance of Rs. 5 Lakhs in your Current account.
 The requisite balance can be maintained over your accounts and over those of
your immediate family members.
* The tenor of the Fixed Deposits should be at least six months.
**Entry into the Preferred Program is at the sole discretion of the Bank.
# HDFC Bank can at its sole discretion, amend any of the services/facilities given in the
account either wholly or partially at any time by giving at least 30 days of notice and/or
provide an option to switch to other services/facilities.

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 CLASSIC
You can avail of these privileges as an HDFC Bank Classic customer if you maintain an
account with us in your individual capacity and meet the following criteria:
 A minimum Average Quarterly Balance of Rs.1 Lakh in a Savings Bank account (this
can be maintained across Savings Bank accounts held by you and your immediate
family (i.e. spouse/ parents/ children)
OR
 A minimum Average Monthly Balance of Rs. 5 Lakhs in a combination of Savings
Bank accounts and Term Deposits (this can be maintained across accounts held by
you and your immediate family (i.e. spouse/ parents/ children).
* The tenure of the Fixed Deposits should be at least six months.
** HDFC Bank can at its sole discretion, amend any of the services/ facilities given in the
account either wholly or partially at any time by giving at least 30 days of notice and/or
provide an option to switch to other services/ facilities. Entry into the program is at the sole
discretion of the bank.

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RESEARCH METHODOLOGY
 PURPOSE
The report is made in order to attain knowledge and understanding of working of
HDFC bank specially related to Relationship Management, Initiatives for its High Net
Worth clients(HNW) so as to see how well the customers are satisfied. The report also
deals with different organizational policies of HDFC.
 SCOPE
The scope of the report is limited to HDFC Bank Main Branch located in SECTOR
8C,Chandigarh
 AREA of INTERNSHIP
Retail Branch Banking, Chandigarh
 OBJECTIVE
 Understanding the working of relationship manager.
 Understanding different initiatives of HDFC bank
 Analyzing customer behavior and try suggesting changes in products according to the
findings.
 Understanding organizational policies specially its mission and vision
 Understanding Direct Banking Channels
 SOURCE of DATA and METHOD of DATA
COLLECTION
Source of Data- The reports contains two types of data
1.Primary Data- collected from a sample of customers through close ended
questionnaire. This data has helped in analyzing customer satisfaction. The data is
primarily collected from the customers of HDFC bank sector 8c branch.
Some of the data is also collected from the employees of the branch through oral day

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to day interactions.
2.Secondary Data- This data is primarily collected from the HDFC website and Gyan
Link present primarily for the employees of the bank. Some other data has been
collected from different articles and websites
 QUESTIONNAIRE DESIGN
The questionnaire design is simple which contains mostly close ended question for
easy gathering and recording of data.
The questionnaire is titled as "CUSTOMER FEEDBACK SURVEY FORM" and
contains Fourteen (14) questions in total. Out of fourteen question 2 questions are
rating question rating is from Excellent to below average (question number 11 and 12)
No personal information was asked from the customers.
 SAMPLE SIZE
The sample size is 465 customers out of 13000 approx customers of the HDFC 8c
sector branch.
 SOFTWARE USED
The report is compile on Microsoft office word. The data is recorded in Microsoft
Excel. The Different analysis charts are too compiled using word and excel
The following formulas has been used in excel to sort data.-:
=COUNTIF(column: column," character to be counted")
=SUM(column: column)
 LIMITATIONS
 Permission to access all the required company data is not always granted.
 Some clients could provide biased feedback.
 Clients are resistant to provide their personal information because they perceive it
may be a hindrance to their privacy.
 Time Constraint
 Large Customer Base because of which all customers could not be covered
 Possibility of Human Error on my part as well as data providers part.

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GRAPHICAL REPRESENTATION
of DATA
35%
35%
30%
Q1. For how long have you been associated
with HDFC ?
6 months to 1 year 1 to 2 years 2 years and more
1% 3%
22%
16%
29%
29%
Q2. Income per annum (Rupees)
Nil Less than 500000 5,00,000-15,00,000
15,00,000-30,00,000 300,0000-500,0000 Above 50lakh

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SBI
31%
ICICI
29%
Axis Bank
24%
IDBI
3%
Others
6%
None
7%
Q3. Do you have account in any of the following
bank?
16%
18%
23%
9%
16%
15%
2% 1%
Q4. What is the single most important reason for
choosing HDFC bank?
Traditional bank account with it Brand name
Excellent service ATM service
Net banking and other banking channels Location Advantage
Personalize attention given by the HDFC Staff Others

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To make deposit
29%
To get advice
from
Relationship
Manager
28%
To inquire about
new program
23%
To get
investment
advice
4%
To withdraw
cash
8% Others
8%
Q5. What is the main reason that you typically
visit HDFC sector 8 branch ?
43%
26%
31%
Q6. Premium Banking program are you availing
from HDFC?
Preffered Classic Imperia

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59%21%
11%
9%
Q7. Which account facility are you availing ?
Saving Current Fixed NRI account
Yes
95%
No
5%
Q8. Did the RelationshipManager explained
you the premiumbanking program in detail ?

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94%
6%
Q9. Where all your doubts and questions
cleared by the relationshipmanager ?
Yes No
94%
6%
0%
Q10. Do the relationshipmanagers keep you up
to date with new initiative of HDFC bank ?
Yes No Sometimes

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Q11. How would you rate the servicequality on a scale of 1-
5?
0
50
100
150
200
250
300
Excellent
Good
Above Average
Average
Below Average

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Q12. How would you rate the following facilitieson a scale of 1-
5?
0
50
100
150
200
250
300
Excellent
Good
Above Average
Average
Below Average

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94%
6%
Q13. If you are provided with better facility in
some other bank would you switch ?
Yes
No
Excellent
47%
Good
22%
Satisfactory
31%
Poor
0%
Q14. Rate over all services

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FINDINGS
 The sample size has 35% people who has been associated with the bank from
6months to 2years showing steady increase in customers base
 As the people belong to HNW segment hence the income of the customers is high
 The people having account in HDFC also have accounts in SBI-29% and ICICI-29%
hence showing they are the competition to HDFC bank. Even Axis Bank is a tough
competitor to the bank as 24% of customers of HDFC also have their account in it
 23% of people have chosen HDFC for its excellent service. We can also see the
people are showing interest in HDFC due to net banking facility provided by it
 Mostly the customers visit the bank to get personalised advice from the Relationship
Managers showing that people are satisfied with their services.
 From the sample size 43% HNW customers belong to preferred 26% to Classic and
31% to Imperia.
 More than 50% of people are availing saving account
 We can see from the data that people are really satisfied by the services provided by
the Relationship Manager and they have been successful in explaining the premium banking
program to HNW customers and even all the doubts have been clarified by them.
 The Relationship Manager have a big responsibility of keeping HNW customers up to
date with the new initiatives and the collected data shows that customers are more than
satisfied with RMs and the way they are keeping them up to date
 The bank has got excellent rating regarding the accessibility and responsiveness

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 The customers are happy and satisfied with most of the service quality except for the
waiting time for which most of the customers have given average and below average.
 The customers are really satisfied with RMs work and hence rated personalised
banking service as excellent. The customers are no so satisfied with the interest rates of the
bank and hence giving it rating of below average.
 A strange but a fact has come out during the research that customers are rational and
if provided with better service quality they will switch to some other bank and only 6% of
customers won't switch even when provided with better facility with some other bank. The
bank needs to concentrate on increasing the loyal customer base by creating more trust and
personalised relations with the customers.
 None of the customers has rated bank as poor in over all service which is quite
commendable job done by the branch.

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CONCLUSION
Based on the internship and the work done I come to a conclusion Relationship Managers
play a very crucial role in satisfying the HNW customers. The factors that delight customers
tend to be concerned more with the intangible nature of the service, commitment,
attentiveness, friendliness, care, and courtesy.
The Relationship Managers give prompt services, are always ready to answer the questions
and are trustworthy. When the customer comes for the first time to bank they give a proper
attention to customer, so that the customer can be fully satisfied. There is a huge role of RMs
in the satisfaction of customer as they provides them good service. Customer also feels safe
while doing any transaction with the bank.
The main dissatisfaction appear to be in the waiting time as HDFC has long procedures for
things to be done plus the interest rates are not that attractive.
HDFC is also now focusing on direct banking channels though quite a work has been done
by the bank in this sphere but still it is working vigorously to increase its net banking base
this would ultimately help in reducing the waiting time .
The management should understand the benefits of service quality. It include increased
customer satisfaction, improved customer retention, positive word of mouth, reduced staff
turnover, decreased operating costs, enlarged market share, increased profitability, and
improved financial performance. In the days of intense competition, superior service is the
only differentiator left before the banks to attract, retain and partner with the customers.
Superior service quality enables a firm to differentiate itself from its competition, gain a
sustainable competitive advantage, and enhance efficiency. Thus, improving service quality
leads to the customer satisfaction and, ultimately, to customer loyalty.

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RECOMMENDATIONS
Increase in virtualization to reduce the waiting time
Loan Liabilities should be given more stress
There should be an improvement made in interest rates so that they are competitive enough
according to industry standards.
During the interaction with the customers most of them wanted that Mobile sms should show
remaining balance
Looking for the other potential customers and designing products according to their needs
and requirements for example
The owners of “kirana” stores or groceries stores have lot of money but have little
knowledge of as to how to invest them productively for this the Relationship Managers
should work on including them in their premium banking program instead of waiting for
them to come to the bank. The RMs can prepare a database of the customers and try to
explain them the products that best suit their needs rather randomly calling people. Thus they
can be the other target customer and can be worked upon the above mentioned way.

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ANNEXURE
 Questionnaire
CUSTOMER FEEDBACK SURVEY FORM
The information provided by you would only be used for research purpose and would be
kept confidential.
Personal Information
Name............................................................................................................................................
......
Age...............................................................................................................................................
....
Occupation..................................................................................................................................
......
Gender.........................................................................................................................................
......
Please tick the appropriate option/s
1. For how long have you been associatedwith HDFC
a) 6 months to 1 year
b) 1 to 2 years
c) 2 years and more
2. Income per annum (Rupees)
a) Nil
b) Less than 500000
c) 500000-15,00,000
d) 15,00,000-30,00,000
e) 30,00,000-50,00,000
f) Above 50lakh

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3. Do you have account in any of the following bank
a) SBI
b) ICICI
c) Axis Bank
d) IDBI
e) Other (please specify).....................................
f) None
4. What is the single most important reason for choosing HDFC bank
a) I have traditional bank account with it
b) The Brand name
c) The excellent service
d) ATM service
e) Net banking and other banking channels like phone banking and mobile banking
f) Location Advantage
g) Personalize attention given by the HDFCStaff
h) Any other (please specify)............................
5. What is the main reason that you typically visit HDFC sector 8 branch
a) To make deposit
b) To get advice from Relationship Manager
c) To inquire about newprogram
d) To get investment advice
e) To withdraw cash
f) Any other (please specify).......................
6. Premium Banking program are you availing from HDFC
a) Preffered
b) Classic
c) Imperia

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7. Which account facility are you availing
a) Saving
b) Current
c) Fixed
d) NRI account
8. Did the Relationship Manager explained you the premium banking program in
detail
a) Yes
b) No
9. Where all your doubts and questions cleared by the relationship manager
a) Yes
b) No
10. Do the relationship managers keepyou up to date with new initiative of HDFC
bank.
a) Yes
b) No
c) Sometimes
11. How would you rate the service quality on scale of 1 to 5
 1-excellent 2-good 3-above average 4-average 5-belowaverage
a) Access
b) Confidentiality
c) Courtesy
d) Reliability
e) Security
f) Responsiveness
g) Waiting time
12. How would you rate the following facility on scale of 1 to 5

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 1-excellent 2-good 3-above average 4-average 5-belowaverage
a) ATM
b) Early cheque clearance
c) Preparation of draft
d) Loan facility
e) Relationship managers services
f) Interest Rates
g) Net banking
13. If you are provided with better facility in some other bank would you switch
a) Yes
b) No
14. Rate over all services
a) Excellent
b) Good
c) Satisfactory
d) Poor
Thank you for your precious time

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BIBLIOGRAPHY
 References
Books
 Arturo Molina, David Martin- Consuegra, Agueda Esteban, “Relational Benefits and
Customer Satisfaction in Retail banking”, International journal of Bank Marketing, Vol.25,
No.4, 2007, 253-271.
 G.S. Suresh Chander, Chandrasekharan Rajendran, R.N. Anantharaman,“Customer
Perceptions of Service quality in the Banking Sector of a Developing Economy: A Critical
Analysis”, International Journal of Bank Marketing, Vol 21,No5, 2003, pp.233-242.
 Allred, A. and H.L. Addams, 2001. Service quality at banks and credit unions: what
do their customers say? Managing service quality, 10:52-60
 Kotler Philip, marketing management, (Pearson education, 12th edition) Malhotra K.
Naresh, marketing research (An applied orientation), Research design,(Prentice hall of India
pvt. 5th edition)
 Zeithmal V. A., Grembler D.D., Bitner M.j., and Pandit A.: Service Marketing
Integrated customer Focus across the Firm” (4th Edition) M.K. Rampal : Service Marketing
 International Journal of Business and Management Tomorrow Vol. 1 No. 1
 Annual Report 2012-2013 HDFC bank PDF format

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Websites
 www.hdfcbank.com
 hdfc gyanlink (intranet of the bank)
 www.hdfcindia.com
 www.wikipedia.org
 www.moneycontrol.com
 http://www.researchandmarkets.com
 investopidia.com
 http://rbi.org.in/scripts/BS_PressReleaseDisplay.aspx?prid=30911
 http://economictimes.indiatimes.com/topic/new-banking-licence
 http://economictimes.indiatimes.com/industry/banking/finance/banking/decision-on-hdfc-
bank-fii-limit-likely-on-may-20/articleshow/35082339.cms
 http://timesofindia.indiatimes.com/tech/enterprise-it/infrastructure/How-technology-is-
changing-Indian-banking-sector/articleshow/18225529.cms
 http://www.inflation.eu/inflation-rates/india/historic-inflation/cpi-inflation-india-
2014.aspx
 HDFC Bank: Balance Sheet of HDFC Bank, Profit & Loss, Cash Flow, Ratios, Quarterly,
Half-Yearly, Yearly Financials - NDTVProfit.com
 HDFC Bank: Balance Sheet of HDFC Bank, Profit & Loss, Cash Flow, Ratios, Quarterly,
Half-Yearly, Yearly Financials - NDTVProfit.com
 HDFC Bank: Yearly Results, Financial Summary of HDFC Bank - NDTVProfit.com
 HDFC Bank: Ratios, Financial Summary of HDFC Bank - NDTVProfit.com
 No threat to established private sector lenders from new entrants: HDFC Bank -
NDTVProfit.com
 Dont Change FDI Policy, Anand Sharmas Advice to His Successor - NDTVProfit.com
 HDFC Bank: Half Yearly Results, Financial Summary of HDFC Bank - NDTVProfit.com
 http://www.infosys.com/finacle/solutions/thought-papers/Documents/RBI-New-banking-
licenses-policy-India.pdf
 http://in.reuters.com/article/2014/02/28/india-gdp-idINDEEA1R09H20140228

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