A

Project report

On
“IN WHICH AREA MORE FOCUS MARKETING OR OPERATION”

UNDERTAKEN IN

Under the Supervision of: Submitted By:

MD.Sageer
MBA MBA 3RD SEMESTER 2010-11
 DECLARATION
I hereby declare that I have carried out Summer Training Project on the topic entitled “IN
WHICH AREA MORE FOCUS MARKETING OR OPERATION” at MPGI,Nanded.

I further declare that this project work is based on my original work and no part of this project
has been published or submitted to anybody.

Md.Sageer
 Acknowledgement
I, MD.Sageer Student in MPGI, Nanded is highly greatful to all those who guided me in
completing this project.

First of all, I would like to pay my heartiest thanks to entire family of HDFC BANK especially
Mr. Himanshu Tandon, Branch manager, who provided me such a wonderful opportunity to do
Summer Training and provided their valuable suggestions in understanding the work of Research
Project.

Last but not the least, I would like to thanks all faculties of MPGI, Nanded, who gave me the
useful tips and suggestions regarding project.

Words can never express the deep sense of gratitude, I feel for HDFC BANK employees, who
has been a constant source of inspiration and encouragement for me.

MD.Sageer
MBA MBA 3RD SEMESTER 2010-11

THE TOPIC:
 “IN WHICH AREA MORE FOCUS MARKETING OR OPERATION”

At HDFC Bank, I was assigned with the topic as “In Which Area more focus Marketing
or Operation” for my project work. I joined the company as a Personal Banker. The selection of
the topic was to know how the company generates business through them. Personal Banker are
those sources of a company who have their own relations and personal contacts among common
public that they use to generate business through.

REASON FOR SELECTION OF THIS TOPIC:

The financial sector is one of the booming and increasing sectors in India. The Personal
Banker are one of the most powerful, efficient and effective channel through which the company
sales its various types of financial products and company takes operational work also. It is really
difficult to convince customers and sell a single product and accomplish operational work.
Whereas in my entire project work I found my interest in working in a team, dealing with
customers and finally convincing them to buy a product.

IMPORTANCE TO THE COMPANY:

The ultimate purpose of giving me this topic was to know about the customer’s
perceptions about the different products of the bank, and to know about operational process. how
these products can attract them and how the company can generate maximum profit by
convincing them through personal banker and to better understand customer requirement and to
understand operational methodology.

LEARNING FROM THE STUDY:

The process of bank related transaction, bank related various terms, work environment of
HDFC Bank. Different products and services provided by the bank. Customers’ perception about
the different products. The brand image of the bank. What are the problems faced by customer
on daily basis. How to communicate with the customers. Different techniques of dealing with the
customers. How to convince and convert a customer into a real customer. and at the last how to
better response to the customer problem.
 ORGANIZATION PROFILE
COMPANY HISTORY:

The Housing Development Finance Corporation Limited (HDFC) was amongst the first
to receive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in
the private sector, as part of the RBI's liberalization of the Indian Banking Industry in 1994. The
bank was incorporated in August 1994 in the name of 'HDFC Bank Limited', with its registered
office in Mumbai, India. HDFC Bank commenced operations as a Scheduled Commercial Bank
in January 1995.

PROMOTER

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

BUSINESS FOCUS
 HDFC Bank's mission is to be a World-Class Indian Bank. The objective is to build
sound customer franchises across distinct businesses so as to be the preferred provider of
banking services for target retail and wholesale customer segments, and to achieve healthy
growth in profitability, consistent with the bank's risk appetite. The bank is committed to
maintain the highest level of ethical standards, professional integrity, corporate governance and
regulatory compliance. HDFC Bank's business philosophy is based on four core values -
Operational Excellence, Customer Focus, Product Leadership and People.

CAPITAL STRUCTURE

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

DISTRIBUTION NETWORK

HDFC Bank headquartered is in Mumbai. The Bank at present has an enviable network
of over 1229 branches spread over 444 cities across India. All branches are linked on an online
real-time basis. Customers in over 120 locations are also serviced through Telephone Banking.
The Bank's expansion plans take into account the need to have a presence in all major industrial
and commercial centers where its corporate customers are located as well as the need to build a
strong retail customer base for both deposits and loan products. Being a clearing/settlement bank
to various leading stock exchanges, the Bank has branches in the centers where the NSE/BSE has
a strong and active member base. The Bank also has a network of about over 2526 networked
ATMs across these cities. Moreover, HDFC Bank's ATM network can be accessed by all
domestic and international Visa/MasterCard, Visa Electron/Maestro, Plus/Cirrus and American
Express Credit/Charge cardholders.

WORK PLACE TRANSFORMATION

 FIVE “S” PART OF KAIZEN

Focus on effective work place organization believe in

“Small changes lead to large improvement”

Every successful organization have their own strategy to win the race in the competitive
market. They use some technique and methodology for smooth running of business. HDFC
BANK also acquired the Japanese technique for smooth running of work and effective work
place organization.

Five ‘S’ Part of Kaizen is the technique which is used in the bank for easy and systematic
work place and eliminating unnecessary things from the work place.

BENEFIT OF FIVE “S”

 It can be started immediately.

 Every one has to participate.
 Five “S” is an entirely people driven initiatives.
 Brings in concept of ownership.
 All wastage are made visible.

FIVE ‘S’

S-1 SORT SEIRI

S-2 SYSTEMATIZE SEITON

S-3 SPIC-N-SPAN SEIRO

S-4 STANDARDIZE SEIKETSU

S-5 SUSTAIN SHITSUKE

1. SORT:

It focus on eliminating unnecessary items from the work place. It is excellent way to free
up valuable floor space. It segregate items as per “require and wanted”.

2. SYSTEMATIZE:

Systematize is focus on efficient and effective Storage method. That means it identify,
organize and arrange retrieval. It largely focus on good labeling and identification practices.
Objective: “A place for everything and everything in its place”.

3. SPIC- n - SPAN:

Spic-n-Span focuses on regular clearing and self inspection. It brings in the sense of
ownership.

4. STANDERDIZE:

It focuses on simplification and standardization. It involves standard rules and policies. It

establish checklist to facilitate autonomous maintenance of workplace. It assigns responsibility
for doing various jobs and decides on Five S frequency.

5. SUSTAIN:

It focuses on defining a new status and standard of organized work place. Sustain means
regular training to maintain standards developed under S-4. It brings in self- discipline and
commitment towards workplace organization.

COLOR CODING
 In the HDFC BANK each department has their different color coding apply on the
different file. Due to this everyone aware about their particular color file which is coding on it
and they save their valuable time. It is a part of Kaizen and also included in the system of the
Five ‘S’. Logic behind it that, the color coding are always differentiate the things from the
similar one.

DEPARTMENT

Welcome Desk

Personal Banker

Teller

Relationship Manager

Branch Manager

Demat

Others

HUMAN RESOURCES

The Bank’s staffing needs continued to increase during the year particularly in the retail
banking businesses in line with the business growth. Total number of employees increased from
14878 as of March31, 2006 to 21477 as of March 31, 2008.The Bank continues to focus on
training its employees on a continuing basis, both on the job and through training programs
conducted by internal and external faculty.

The Bank has consistently believed that broader employee ownership of its shares has a
positive impact on its performance and employee motivation. The Bank’s employee stock option
scheme so far covers around 9000 employees.

MANAGEMENT
 Mr. Jagdish Capoor took over as the bank's Chairman in July 2001. Prior to this, Mr.
Capoor was a Deputy Governor of the Reserve Bank of India. The Managing Director, Mr.
Aditya Puri, has been a professional banker for over 25 years and before joining HDFC Bank in
1994 was heading Citibank's operations in Malaysia. The Bank's Board of Directors is composed
of eminent individuals with a wealth of experience in public policy, administration, industry and
commercial banking. Senior executives representing HDFC are also on the Board. Senior
banking professionals with substantial experience in India and abroad head various businesses
and functions and report to the Managing Director. Given the professional expertise of the
management team and the overall focus on recruiting and retaining the best talent in the industry,
the bank believes that its people are a significant competitive strength.

TECHNOLOGY

HDFC Bank operates in a highly automated environment in terms of information

technology and communication systems. All the bank's branches have online connectivity, which
enables the bank to offer speedy funds transfer facilities to its customers. Multi-branch access is
also provided to retail customers through the branch network and Automated Teller Machines
(ATMs). The Bank has made substantial efforts and investments in acquiring the best technology
available internationally, to build the infrastructure for a world class bank. The Bank's business
is supported by scalable and robust systems which ensure that our clients always get the finest
services we offer. The Bank has prioritized its engagement in technology and the internet as one
of its key goals and has already made significant progress in web-enabling its core businesses. In
each of its businesses, the Bank has succeeded in leveraging its market position, expertise and
technology to create a competitive advantage and build market share.

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 scaleable
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.Develope
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.

PRODUCT SCOPE:
 HDFC Bank offers a bunch of products and services to meet the every need of the people.
The company cares for both, individuals as well as corporate and small and medium enterprises.
For individuals, the company has a range accounts, investment, and pension scheme, different
types of loans and cards that assist the customers. The customers can choose the suitable one
from a range of products which will suit their life-stage and needs. For organizations the
company has a host of customized solutions that range from funded services, Non-funded
services, Value addition services, Mutual fund etc. These affordable plans apart from providing
long term value to the employees help in enhancing goodwill of the company. The products of
the company are categorized into various sections which are as follows:

 Accounts and deposits.

 Loans.
 Investments and Insurance.
 Forex and payment services.
 Cards.
 Customer center.

PRODUCTS AND SERVICES AT A GLANCE

1. PERSONAL BANKING SERVICES

A. Accounts & Deposits

Savings Account

 Regular Savings Account

 Savings Plus Account
 Savings Max Account
 Senior Citizens Account
 No Frills Account
 Institutional Savings Account
 Payroll Salary Account
 Classic Salary Account
 Regular Salary Account
 Premium Salary Account
 Defence Salary Account
 Kid's Advantage Account
 Pension Saving Bank Account
 Family Savings Account
 Kisan No Frills Savings Account
 Kisan Club Savings Account

Current Account
  Plus Current Account
 Trade Current Account
 Premium Current Account
 Regular Current Account
 Apex Current Account
 Max Current Account
 Reimbursement Current Account

Fixed Deposit

 Regular Fixed Deposit

 Super Saver Account
 Sweep-in Account

Recurring Deposit

Demat Account

Safe Deposit Locker

B. Loans

 Personal Loans
 Home Loans
 Two Wheeler Loans
 New Car Loans
 Used Car Loans
 Overdraft against Car
 Express Loans
 Loan against Securities
 Loan against Property
 Commercial Vehicle Finance
 Working Capital Finance
 Construction Equipment Finance
C. Investments & Insurance

 Mutual Funds
 Insurance
 Bonds
 Financial Planning
 Knowledge Centre
 Equities & Derivatives
 Mudra Gold Bar

D. Forex Services

 Trade Finance
 Traveler’s Cheques
 Foreign Currency Cash
 Foreign Currency Drafts
 Foreign Currency Cheque Deposits
 Foreign Currency Remittances
 Forex Plus Card

E. Payment Services

 Net Safe
 Prepaid Refill
 Bill Pay
 Direct Pay
 Visa Money Transfer
 E-Monies Electronic Funds Transfer
 Excise & Service Tax Payment

F. Access Your Bank - One View

 Insta Alerts
 Mobile Banking
 ATM
 Phone Banking
 Branch Network
G. Cards

 Silver Credit Card

 Gold Credit Card
 Woman's Gold Credit Card
 Platinum plus Credit Card
 Titanium Credit Card
 Value plus Credit Card
 Health plus Credit Card
 HDFC Bank Idea Silver Card
 HDFC Bank Idea Gold Card

2. WHOLESALE BANKING SERVICES

 Funded Services
 Non Funded Services
 Value Added Services
 Internet Banking
 Clearing Sub-Membership
 RTGS – sub membership
 Fund Transfer
 ATM Tie-ups
 Corporate Salary a/c
 Tax Collection
 Financial Institutions
 Mutual Funds
 Stock Brokers
 Insurance Companies
 Commodities Business
 Trusts
3. NRI BANKING SERVICES

 Rupee Saving a/c

 Rupee Current a/c
 Rupee Fixed Deposits
 Foreign Currency Deposits
 Accounts for Returning Indians
 Payment Services
 Net Safe
 Bill Pay
 Insta Pay
 Direct Pay
 Visa Money
 Online Donation
 Remittances
MILESTONES IN THE HISTORY
HDFC Bank began its operations in 1995 with a simple mission to be a "World-class
Indian Bank". They realized that only a single-minded focus on product quality and service
excellence would help us get there. Today, they are proud to say that they are well on our way
towards that goal. It is extremely gratifying that their efforts towards providing customer
convenience have been appreciated both nationally and internationally.

2009

Asia Money 2009 Awards 'Best Domestic Bank in India'

IBA Banking Technology Awards 2009 'Best IT Governance Award - Runner up'

Global Finance Award 'Best Trade Finance Bank in India for 2009

IDRBT Banking Technology 'Best IT Governance and Value Delivery'

Excellence Award 2008

Asian Banker Excellence in Retail 'Asian Banker Best Retail Bank in India Award 2009 '
Financial Services

2008
Finance Asia Country Awards for 'Best Bank and Best Cash Management Bank'
Achievement 2008
CNN-IBN 'Indian of the Year (Business)'
Nasscom IT User Award 2008 'Best IT Adoption in the Banking Sector'
Business India 'Best Bank 2008'
Forbes Asia Fab 50 companies in Asia Pacific
Asian Banker Excellence in Retail Best Retail Bank 2008
Financial Services
Asiamoney Best local Cash Management Bank Award voted by
Corporates
Microsoft & Indian Express Group Security Strategist Award 2008
World Trade Center Award of honour For outstanding contribution to international trade services.
Business Today-Monitor Group survey One of India's "Most Innovative Companies"
Financial Express-Ernst & Young Best Bank Award in the Private Sector category
Award
Global HR Excellence Awards - Asia 'Employer Brand of the Year 2007 -2008' Award -
Pacific HRM Congress: First Runner up, & many more
Business Today 'Best Bank' Award

2007

Dun & Bradstreet – American Express 'Corporate Best Bank' Award

Corporate Best Bank Award 2007
The Bombay Stock Exchange and 'Best Corporate Social Responsibility Practice'
Nasscom Foundation's Business for Award
Social Responsibility Awards 2007
Outlook Money & NDTV Profit Best Bank Award in the Private sector category.
The Asian Banker Excellence in Retail Best Retail Bank in India
Financial Services Awards
Asian Banker Our Managing Director Aditya Puri wins the Leadership
Achievement Award for India

MERGER
 HDFC Bank and Centurion Bank of Punjab merger at share swap ratio of 1:29 The
Boards of HDFC Bank and Centurion Bank of Punjab met on 25 February, 2008 and approved,
subject to due diligence, the share swap ratio for the proposed merger of Centurion Bank of
Punjab with HDFC Bank. The Scheme of Amalgamation envisages a share exchange ratio of one
share of HDFC Bank for twenty nine shares of Centurion Bank of Punjab. The combined entity
would have a nationwide network of 1,148 branches (the largest amongst private sector Banks) a
strong deposit base of around Rs. 1,200 billion and net advances of around Rs. 850billion. The
balance sheet size of the combined entity would be over Rs. 1,500 billion. Commenting on the
proposed merger, Mr. Deepak Parekh, Chairman, HDFC said, “We were amongst the first to get
a banking license, the first to do a merger in the private sector with Times Bank in 1999, and
now if this deal happens, it would be the largest merger in the private sector banking space in
India. HDFC Bank was looking for an appropriate merger opportunity that would add scale,
geography and experienced staff to its franchise. This opportunity arose and we thought it is an
attractive route to supplement HDFC Bank’s organic growth. We believe that Centurion Bank of
Punjab would be the right fit in terms of culture, strategic intent and approach to business.” Mr.
Aditya Puri, Managing Director, HDFC Bank said, “These are exciting times for the Indian
banking industry. The proposed merger will position the combined entity to significantly exploit
opportunities in a market globally recognized as one of the fastest growing. I’m particularly
bullish about the potential of business synergies and cultural fit between the two organizations.
The combined entity will be an even greater force in the market.” Mr. Rana Talwar, Chairman,
Centurion Bank of Punjab stated, “Over the last few years, Centurion Bank of Punjab has set
benchmarks for growth. The bank today has a large nationwide network, an extremely valuable
franchise, 7,500 talented employees, and strong leadership positions in the market place. I
believe that the merger with HDFC Bank will create a world class bank in quality and scale and
will set the stage to compete with banks both locally as well on a global level.”

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

QUALITY POLICY
SECURITY:

The bank provides long term financial security to their policy. The bank does this by
offering life insurance and pension products.

TRUST:

The bank appreciates the trust placed by their policy holders in the bank. Hence, it will
aim to manage their investments very carefully and live up to this trust.

INNOVATION:

Recognizing the different needs of our customers, the bank offers a range of innovative
products to meet these needs.

INTEGRITY CUSTOMER CENTRIC PEOPLE CARE “ONE FOR ALL AND ALL FOR
ONE” TEAM WORK JOY AND SIMPLICITY
 RESEARCH OBJECTIVES AND SCOPE OF RESEARCH
PROJECT

PROBLEM DEFINATION:

Personal Banker were with good background human being and through rigorous process
of recruitment but still not able to perform up to the expectation level of company, HR is not able
to sort out the problem why the performance is not coming even after giving the full marketing
and operational support. The communication technique and dealing with the customers is also a
problem to the personal banker.

OBJECTIVES OF RESEARCH PROJECT:

PRIMARY OBJECTIVES:

 To acquire new customer by convincing them and to promote the benefits of those which
are provided by the bank.
 To find the different way of convincing customers.
 To study brand image of the bank.
 To increase the business of the bank.

SECONDARY OBJECTIVES:

 To determine the need and purpose of a personal banker.

 To understand the deciding criteria for people to become a personal banker.
 To offer suggestions based upon the findings.

PRODUCT SCOPE:

Studying the increasing business scope of the bank. Market segmentation to find the
potential customers for the bank. To study how the various products are positioned in the market.
Corporate marketing of products. Customers’ perception on the various products of the bank.

RESEARCH METHODOLOGY AND LIMITATIONS

 All the findings and conclusions obtained are based on the survey done in the working
area within the time limit. I tried to select the sample representative of the whole group during
my summer training. I have collected data from people linked with different professional at
Gorakhpur.

RESEARCH PLAN:

PRELIMINARY INVESTIGATION:

 In which data on the situation surrounding the problems shall be gathered to arrive at.
 The correct definition of the problem. An understanding of its environment.

EXPLORATORY STUDY:

To determine the approximate area where the problem lies.

RESEARCH DESIGN:

Research was initiated by examining the secondary data to gain insight into the problem.
By analyzing the secondary data, the study aim is to explore the short comings of the present
system and primary data will help to validate the analysis of secondary data besides on
unrevealing the areas which calls for improvement.

DEVELOPING THE RESEARCH PLAN:

The data for this research project has been collected through self Administration. Due to
time limitation and other constraints direct personal interview method is used. A structured
questionnaire was framed as it is less time consuming, generates specific and to the point
information, easier to tabulate and interpret. Moreover respondents prefer to give direct answers.
In questionnaires open ended and closed ended, both the types of questions has been used.

COLLECTION OF DATA:
1: SECONDARY DATA:

It was collected from internal sources. The secondary data was collected on the basis of
organizational file, official records, news papers, magazines, management books, preserved
information in the company’s database and website of the company.

2: PRIMARY DATA:

All the people from different profession were personally visited and interviewed. They
were the main source of Primary data. The method of collection of primary data was direct
personal interview through a structured questionnaire.

SAMPLING PLAN:

Since it is not possible to study whole universe, it becomes necessary to take sample from
the universe to know about its characteristics.

 Sampling Units: Different professionals. Chartered Accountants, Tax Consultants,

Lawyers, Business Man, Professionals and House Wives of Gorakhpur.
 Sample Technique: Random Sampling.
 Research Instrument: Structured Questionnaire.
 Contact Method: Personal Interview.

SAMPLE SIZE:

My sample size for this project was 50 respondents. Since it was not possible to cover
the whole universe in the available time period, it was necessary for me to take a sample size of
50 respondents.

DATA COLLECTION INSTRUMENT DEVELOPMENT:

The mode of collection of data will be based on Survey Method and Field Activity.
Primary data collection will base on personal interview. I have prepared the questionnaire
according to the necessity of the data to be collected.

RESEARCH LIMITATIONS:

It was not possible to understand thoroughly about the different marketing aspects of the
Financial Consultant within 60 days. As stipend, money was not given it was difficult to
continue the project work. All the work was limited in some limited areas of Gorakhpur so the
findings should not be generalized. The area of research was Gorakhpur and it was too vast an
area to cover within 60 days.
 DATA ANALYSIS, INTERPRETATION AND PRESENTATION

Q1.Your Age?
Ans.
1. 18-23 Years 10 Person
2. 24-29 Years 20 Person
3. 30-35 Years 10 Person
4. 35 Years and above 10 Person

 Base 50 respondents :
Interpretation From above response it can be seen that
 20% respondent’s age are 18 to 23 years.
 35% respondent’s age are 24 to 29 years.
 30% respondent’s age are 30 to 35 years.
 15% respondent’s age are 35 to above years.

Q2. Marital Status?

. • Married □ • Single □

No. of Children: __________

Ans.
 Married 32 Person
 Single 18 Person
 No. of Children Nil
Interpretation From above response it can be seen that
 70% respondents are married.
 30% respondents are unmarried.

Q3. Educational Qualification?

 Undergraduate □
 Graduate □
 Postgraduate □
9Ans.
 Undergraduate 10 Person
 Graduate 22 Person
 Postgraduate 18 Person
Interpretation From above response it can be seen that.
 25% respondents are Under graduate.
 40% respondents are Graduate.
 35% respondents are Post graduate.

Q4. Number Of year’s Are You in Gorakhpur?

 Less than five year’s □
 More than five year’s □
Ans.
  Less than five year’s 17 Person
 More than five year’s 33 Person
Interpretation From above response it can be seen that.
 39% respondents are in Gorakhpur for less than five years.
 61% respondents are in Gorakhpur for more than five years.

Q5. Your Occupation?

 Business
 Profession
 Service
Ans.
 Business 13 Person
 Profession 17 Person
 Service 20 Person
Interpretation From above response it can be seen that.
 20% respondents Occupation is Business.
 26% respondents Occupation is Profession.
 54% respondents Occupation is Service.

Q6. Your annual household income?

 Less than 2 lacs
 Between 2 to 5 lacs
 Between 5to 8 lacs
 More than 8 lacs
Ans.
 Less than 2 lacs 32 Person
 Between 2 to 5 lacs 13 Person
 Between 5to 8 lacs 3 Person
 More than 8 lacs 2 Person
Interpretation From above response it can be seen that.
 49% respondent’s annual household income is less than 2 lacs.
 31% respondent’s annual household income is between 2 to 5 lacs.
 15% respondent’s annual household income is between 5 to 8 lacs.
 5% respondent’s annual household income is more than 8 lacs.

Q7. What is your perception about different products/services provided by HDFC bank?
 Lucrative □
 Not lucrative □
 No idea □
Ans.
 Lucrative 12 Person
 Not lucrative 33 Person
 No idea 5 Person
Interpretation From above response it can be seen that.
  25% respondent’s perception about different products is lucrative.
 60% respondent’s perception about different products is not lucrative.
 15% respondent’s have no idea.

Q8. Do you want to open an account with HDFC bank?

 Yes
 No
 Will tell later
Ans.
 Yes 8 Person
 No 5 Person
 Will tell later 37 Person
Interpretation From above response it can be seen that.
 80% respondents are not interested to open an account with the bank.
 5% respondents are interested to open an account with the bank.
 15% of the respondents say that they will tell later.

Q9. Do you have all the documents which are required to open an account?
 Yes
 No
Ans.
 Yes 15 Person
 No 35 Person
Interpretation From above response it can be seen that.
 60% respondents have all the documents which are required to open an account with the
bank.
 25% respondents do not have all the documents which are required to open an account
with the bank

Q10. Are you aware that the bank provides you free phone banking & net banking services. If
you open a new savings account with HDFC bank?
 Yes □
 No □
Ans.
 Yes 32 Person
 No 18 Person
Interpretation From above response it can be seen that
 20% respondents are aware of it.
 40% respondents are not aware of it.

Q11.Are you aware of different terms and conditions which are very much essential to maintain
an account at HDFC Bank?
 Yes □
 No □
Ans.
  Yes 15 Person
 No 35 Person

Interpretation From above response it can be seen that.

 12% respondents are familiar with different terms and conditions which are very much
essential to maintain account with the bank.
 88% respondents have no idea about it.

Q13. Do you know about HDFC Bank’s recruitment policies related to personal banker?
 Yes □
 No □
Ans.
 Yes 38 Person
 No 12 Person
Interpretation From above response it can be seen that.
 41% respondents are known about HDFC Bank’s recruitment policies related to personal
banker.
 59% respondents are not known about HDFC Bank’s recruitment policies related to
personal banker.