A

Project report

On
“IN WHICH AREA MORE FOCUS MARKETING OR OPERATION”

UNDERTAKEN IN

Under the Supervision of: Submitted By:

Mr. Alok Shukla Ankita Singh
(Assistant Manager) PGDM 2008-2010
 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 SMS, Varanasi.

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.

Ankita Singh
 CONTENTS
CHAPTER PARTICULARS Pg .No.
Acknowledgement i
Chapter 1 Introduction 1
1.1 The Topic 1
1.2 Reason for Selection of this Topic 1
1.3 Importance to The Company 1
1.4 Learning from the Study 1
Chapter 2 Organization Profile 1…13
2.1 Company History 1…7
2.2 Product Scope 7
2.3 Product and Services at a glance 7…10
2.4 Milestones in the history 10…12
2.5 Merger 12…13
2.6 Quality Policy 13
Chapter 3 Research objective and Scope of research 13…14
3.1 Problem Definition 13…14
3.2 Objective of research project 14
3.2.1 Primary Objective 14
3.2.2 Secondary Objective 14
3.3 Product Scope 14
Chapter 4 Research Methodology and Limitations 14…16
4.1 Research Plan 14
4.1.1 Preliminary Investigation 14
4.1.2 Exploratory Study 15
4.2 Research Design 15
4.2.1 Developing the research plan 15
4.2.2 Collection of data 15
4.3 Sampling plan 15
4.4 Sample Size 15
4.5 Data collection instrument development 16
4.6 Research limitations 16
Data analysis, Interpretations and
Chapter 5 Presentation 16…19
Chapter 6 Conclusions and Suggestions 19…20
6.1 Conclusions 19…20
6.2 Suggestions 20
Chapter 7 Limitations 20
ANNEXURES 21…22
BIBLIOGRAPHY 23
 Acknowledgement
I, Ankita Singh, PGDM Student in SMS, Varanasi 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 SMS, Varanasi, who gave me the
useful tips and suggestions regarding project. I would like to thanks my project manager, Mr.
Alok Shukla for imparting his valuable guidance to me.

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.

Ankita Singh
(PGDM 08-10)

i
CHAPTER 1- INTRODUCTION

1.1 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.

1.2 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.

1.3 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.

1.4 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.

CHAPTER 2-ORGANIZATION PROFILE

2.1 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.

STRONG NATIONAL NETWORK

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
HUMAN RESOURCES
Teller
The Bank’s staffing needs
Relationship Manager continued to increase
during the year
Branch Manager

Demat

Others
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.

2.2 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.

2.3 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

2.4 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

Excellence Award 2008

'Best IT Governance and

Value Delivery'

Asian Banker Excellence in Retail

Financial Services

'Asian Banker Best Retail

Bank in India Award 2009 '

2008
Finance Asia Country Awards for
Achievement 2008
'Best Bank and Best Cash
Management Bank'

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

Financial Services
Best Retail Bank 2008

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

Award
Best Bank Award in the Private
Sector category
2007

Dun & Bradstreet – American Express

Corporate Best Bank Award 2007
'Corporate Best Bank' Award

The Bombay Stock Exchange and

Nasscom Foundation's Business for
Social Responsibility Awards 2007
'Best Corporate Social
Responsibility Practice' Award

Outlook Money & NDTV Profit

Best Bank Award in the Private
sector category.

The Asian Banker Excellence in Retail

Financial Services Awards
Best Retail Bank in India

Asian Banker
Our Managing Director Aditya Puri
wins the Leadership Achievement
Award for India

2.5 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.”

2.6 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

CHAPTER 3- RESEARCH OBJECTIVES AND SCOPE OF RESEARCH PROJECT

3.1 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.

3.2 OBJECTIVES OF RESEARCH PROJECT:

3.2.1 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.

3.2.2 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.

3.3 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.

CHAPTER 4- 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.

4.1 RESEARCH PLAN:

4.1.1. 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.

4.1.2. EXPLORATORY STUDY:

To determine the approximate area where the problem lies.

4.2 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.

4.2.1 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.

4.2.2 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.

4.3 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.

4.4 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.

4.5 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.

4.6 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.

CHAPTER 5-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.

CHAPTER 6- CONCLUSIONS AND SUGGESTIONS

6.1 CONCLUSIONS:

HDFC Bank, the banking arm of HDFC is expected to go on stream. The bank already has good
number of employees on board and is recruiting personal banker heavily to take the headcount to
many more. It is on the brim of increasing its customers through its attractive schemes and offer.

The project opportunities provided was market segmentation and identifying prospective
customers in potential geographical location and convincing them to attract more customers so
that new business opportunities of the bank can be explored. Through this project, it could be
concluded that people are not much aware about the various products of the bank and many of
them not interested to open an account, to invest money at all. services was considered as
unsought good which require hard core selling, but in changing trend in income and people
becoming financially literate, the demand for banking sector is increasing day by day.

So, at last the conclusion is that there is tough competition ahead for the company from its major
competitors in the banking sector. Last but not the least I would like to thank HDFC Bank for
giving me an opportunity to work in the field of Marketing and Operation. I hope the company
finds my analysis relevant.

6.2 SUGGESTIONS:

Finally some recommendations for the company are as fallows:-

• To make people aware about the benefit of becoming a customer of HDFC Bank,
following activities of advertisement should be done through

1. Print Media. 2. Hoarding & Banners.

3. Stalls in Trade Fares 4. Distribution of leaflets containing details information.

Other facilities must be provide to the customer:

• The bank should provide life time valid ATM card to all its customers.
 • Minimum balance for savings account should be reduced from Rs 10000 to Rs 1000, so
that people who are not financially strong enough can maintain their account properly.
• The company should provide a pass book to all its customers.
• Make people understand about the various benefits of its products.
• Company should organize the program in the society, so that people will be aware about
the company and different products of the bank.
• Company should open more branches in different cities.

CHAPTER 7- LIMITATIONS

Every work has its own limitation. Limitations are extent to which the process should not
exceed. Limitations of this project are:
• The project was constrained by time limit of two months.
• Mindset of people may very depending upon their age, gender, income etc.
• Getting appointment from the concern person was very difficult.
• People mind set about the survey was obstacles in acquiring complete Respondents were
very busy in their schedule. So it was very time consuming for information & positive
interaction, them to answer all the questions properly.
ANNEXURES

1. QUESTIONNAIRE

DearSir/Madam,
Name: ………………………………………………………………………..
Address: ……………………………………………………………………..
Contact No :®………………( O)……………… (M)………………………
City: ………...............Pin: ………………….State: ………………………
I am a student of Mangalmay Institute of Management Studies presently doing a project on“IN
WHICH AREA MORE FOCUS MARKETING OR OPERATION”.I request you to kindly
fill the questionnaire below and I assure you that the data generated shall be kept confidential.
1. Your Age: ____________________
2. Education Qualification.
1. Undergraduate □
2. Graduate □
3. Postgraduate □
3. Marital Status .
• Married □
• Single □
No. of Children: __________

4. Number Of year’s Are You in Gorakhpur.

• Less than five year’s □
• More than five year’s □

5. Occupation.
• Business
• Profession
• Service
(Please mention below the type of business/profession you are in incase of service please
mention your organization name and designation)

6.Your annual household income.

• <than 2 lack □
• Between 2 to 5 lack □
• Between 5 to 8 lack □
• >than 8 lack □

7. What is your perception about different products and services offered by HDFC Bank?
 • Lucrative □
• Not lucrative □
• No idea □

9. Do you want to open an savings account with HDFC Bank?

• Lucrative □
• Not lucrative □
• No idea □

10. Do you have all the documents which are required to open an account?
• Yes □
• No □

11. Are you aware of that HDFC Bank provide you free phone banking & net banking services.
If you open a new savings account with HDFC bank?
• yes □
• No □

12. Are you aware of different terms and conditions which are very much essential to maintain an
account at HDFC Bank?
• Yes □
• No □

13. Do you know about HDFC Bank’s recruitment policies related to personal banker?
• Yes □
• No □

Date:
Place: Signature

Thank You
BIBLIOGRAPHY

1. BOOKS

Marketing Management (10th Edition), Marketing Management (3rd Edition), Research

Methodology (2nd Edition), Research Methodology(3rd Edition).

AUTHORS: Philip Kotler ,V.S. Ramaswamy, C.R.Kothary, S.P. Kasande

2. NEWS PAPERS • Times of India • Financial Express

3. WEBSITES
www.hdfcbank.com, www.google.com