SUMMER TRAINING PROJECT

ON
CUSTOMER ATTITUDE TOWARDS ATM SERVICES
(A STUDY OF HDFC BANK, BULANDSHAHAR)

PROJECT REPORT SUBMITTED FOR THE PARTIAL FULFILLMENT OF

MASTER IN BUSINESS ADMINISTRATION

(U.P. TECHNICAL UNIVERSITY, LUCKNOW)

[SESSION: 2007-2009]

SUBMITTED TO:
MR. RAVI SHANKAR TIWARI

H.O.D. (MBA Deptt) AIMT, Gr. Noida

SUBMITTED BY : ABHISHEK KUMAR AGGRWAL MBA (3rd Sem) Roll No. 0722570003

ACCURATE INSTITUTE OF MANAGEMENT & TECHNOLOGY

GREATER NOIDA

DECLARATION
I, Abhishek Kumar Aggrwal, student of M.B.A., 3rd semester, AIMT, Greater Noida session 2007-2009, Roll No.:0722570003, hereby declare that summer training report entitled CUSTOMER Attitude towards ATM Services, Bulandshahar, is the out come of my own work.

I hereby declare that this project is an original work done by me and all the facts and figures are collected honestly by me those areas given me for the collecting require informations by Mr. Radha Ballabh (Branch Manager) of HDFC Bank .

Date: Place: ..

ABHISHEK KUMAR AGGRWAL

MBA-3rd Sem. AIMT, Greater Noida

ACKNOWLEDGMENT
My debts to assistance in making this project report are more numerous than can be identified here. This whole effort is a result of the guidance, assistance and inspiration of several people who have helped me throughout the study and preparation of the report. I feel greatly honored to express my indebt ness and profound gratitude to Mr. Irfan Ahmad and Mr. Pramod Singh, under whose able guidance this project was undertaken. This assistance, encouragement, inspiration and various suggestion right from the very beginning of this project to its accomplishment has helped me to prepare a more realistic report in a limited period which otherwise have been difficult. I would also like to express my sincere gratitude to Mr. Ravi Shankar Tiwari, H.O.D. (MBA Deptt), AIMT, Greater Noida, who inspired me to undergo such project, which has given me practical experience and ease in learning Market Research. I shall be failing in my duty if I dont express my sincere gratitude to all the respondents of my survey who lent me various time and provided me with all the necessary information. At last I would like to thank to all those loving hearts that directly or indirectly helped me in my project study.

ABHISHEK KUMAR AGGRWAL MBA (3RD SEM) ROLL NO. 0722570003

CONTENTS
PREFACE ACKNOWLEDGEMENT DECLARATION INTRODUCTION COMPANY PROFILE HISTOTY OF BANKING IN INDIA ABOUT HDFC BANK ABOUT ATM INTERNATIONAL DEBIT CARD PHONE BANKING

OBJECTIVE

RESEARCH METHODOLOGY REPORT (RESULTS AND FINDINGS) LIMITATIONS & SUGGESTIONS RECOMENDATION SWOT ANALYSIS HYPOTHESIS CONCLUSION BIBLIOGRAPHY ANNEXURE
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PREFACE
As integral part of 2 years full time MBA program every student required to under goes summer training of first year for period of 6 to 8 weeks in an organization. This training program is mandatory for each student acquired them which the way in an organization face to successfully run their business in the competitive environment this also have given to the students a practical exposure. About the market and their industries environment this also has given to students a practical exposure. For the same time I also got the chance to my summer training in HDFC Bank. In this highly competitive market where many players fighting each and every moment to increase their market share and to become the customer first preference. This project was an attempt to study the consumers behavior, preferences and the market share to products of HDFC Bank ATM.

EXECUTIVE SUMMARY

EXECUTIVE SUMMARY
Direct banking channels have become an endemic

part of the banking culture. ATM is one of them. For many people, the only contact they now have with their bank is through an ATM. But to truly unlock the value of an ATM we must look closer at the user experience and the type of service that could be delivered. HDFC Bank is one of the best direct banking channels with 750 ATM across India. I was given the opportunity to do a project
Customer Attitude towards ATM

Services, Bulandshahar City (A study of HDFC Bank), by Mr.

Sudhir Srivastava (Branch Manager, HDFC Bank, Bulandshahar.) in my summer training, for this prestigious bank. At first I was made aware of all the direct banking channels and services provided by the HDFC Bank. The project demanded a survey of the HDFC Banks ATM. In my survey I had to visit the ATMs and had to take the customer responses in the questionnaire prepared to suit the objective.

BULANDSHAHAR city has Two HDFC Banks ATM located atBank Road Railway Colony

A sample of 300 was collected for analysis. For finding out the usage rate of an ATM I had to take the number of hits at each counter by the banks record and then the analysis was done. I can say that the training was full of knowledge practical experience.

THE HISTORY OF BANKING IN INDIAN

THE HISTORY OF BANKING IN INDIAN

Banking in India has its origin as early as the Vedic period. It is believed that the transition from money lending to banking must have occurred even before Manu, the great Hindu Jurist, who has devoted a section of his work to deposits and advances and laid down rules relating to rates of interest. During the Mogul period, the indigenous bankers played a very important role in lending money and financing foreign trade and commerce. During the days of the East India Company, it was the turn of the agency houses to carry on the banking business. The General Bank of India was the first Joint Stock Bank to be established in the year 1786. The others, which followed, were the Bank of Hindustan and the Bengal Bank. The Bank of Hindustan is reported to have continued till 1906 while the other two failed in the meantime. In the first half of the 19th century the East India Company established three banks; the Bank of Bengal in 1809, the Bank of Bombay in 1840 and the Bank of Madras in 1843. These three banks also known as Presidency Banks were independent units and functioned well. These three banks were amalgamated in 1920 and a new bank, the Imperial Bank of India was established on
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27th January 1921. With the passing of the State Bank of India Act in 1955 the undertaking of the Imperial Bank of India was taken over by the newly constituted State Bank of India. The Reserve Bank which is the Central Bank was created in 1935 by passing Reserve Bank of India Act 1934. In the wake of the Swadeshi Movement, a number of banks with Indian management were established in the country namely, Punjab National Bank Ltd, Bank of India Ltd, Canara Bank Ltd, Indian Bank Ltd, the Bank of Baroda Ltd, the Central Bank of India Ltd. On July 19, 1969, 14 major banks of the country were nationalised and in 15th April 1980 six more commercial private sector banks were also taken over by the government. Today the commercial banking system in India may be distinguished into:

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PUBLIC SECTOR BANKS

State Bank of India and its associate banks called the State Bank group

19 Nationalized banks Regional Rural Banks mainly sponsored by Public Sector Banks

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PRIVATE SECTOR BANKS

Old generation private banks New generation private banks Foreign banks in India Scheduled Co-operative Banks Non-scheduled Banks

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CO-OPERATIVE SECTOR
The co-operative banking sector has been developed in the country to the supplement the village moneylender. The co-operative banking sector in India is divided into 4 components

State Co-operative Banks Central Co-operative Banks Primary Agriculture Credit Societies Land Development Banks Urban Co-operative Banks Primary Agricultural Development Banks Primary Land Development Banks State Land Development Banks

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DEVELOPMENT BANKS
Industrial Finance Corporation of India (IFCI) Industrial Development Bank of India (IDBI) Industrial Credit and Investment Corporation of India (ICICI) Industrial Investment Bank of India (IIBI) Small Industries Development Bank of India (SIDBI) SCICI Ltd. National Bank for Agriculture and Rural Development (NABARD) Export Import Bank of India

National Housing Bank

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ABOUT HDFC BANK LTD.

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ABOUT HDFC BANK LTD.

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. The bank was incorporated in August 1994 in the name of HDFC Bank Limited, with its registered office in Mumbai, India. The 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 clear market leader in mortgages and banking services in India. Its outstanding loan portfolio covers 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 their 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.

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BUSINESS FOCUS
HDFC Bank's mission is to be a World Class Indian Bank. The Bank's aim is to build a sound customer franchise across distinct businesses so as to be the preferred provider of banking services in the niche segments that the bank operates in and to achieve healthy growth in profitability, consistent with the bank's risk appetite. The bank aims to ensure the highest level of ethical standards, professional integrity and regulatory compliance. HDFC Bank's business philosophy is based on four core values: Operational Excellence, Customer Focus, Product Leadership and People. The Bank signed a strategic business collaboration agreement with Chase Manhattan Bank in February 1999.

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CAPITAL STRUCTURE

The authorized capital of HDFC Bank is Rs.450 corers. The paid-up capital is Rs.281.2 crores. The HDFC Group holds 24.5% of the bank's equity while about 13.3% of the equity is held by the depository in respect of the bank's issue of American Depository Shares (ADS/ADR Issue). The Indian Private Equity Fund, Mauritius (IPEF) and Indocean Financial Holdings Ltd., Mauritius (IFHL) (both funds advised by J P Morgan Partners, formerly Chase Capital Partners) together hold about 11.6% of the bank's equity. Roughly 18% of the equity is held by FIIs,

NRIs/OCBs while the balance is widely held by about 300,000 shareholders. The shares are listed on the The Stock Exchange, Mumbai and the National Stock Exchange. The bank's American Depository Shares are listed on the New York Stock Exchange under the symbol "HDB".

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TIMES BANK AMALGAMATION

In a milestone transaction in the Indian banking industry, Times Bank Limited (another new private sector bank promoted by Bennett, Coleman & Co. /Times Group) was merged with HDFC Bank Ltd., effective February 26, 2000. As per the scheme of amalgamation approved by the shareholders of both banks and the Reserve Bank of India, shareholders of Times Bank received 1 share of HDFC Bank for every 5.75 shares of Times Bank. The amalgamation added significant value to HDFC Bank in terms of increased branch network, expanded geographic reach, enhanced customer base, skilled manpower and the opportunity to cross-sell and leverage alternative delivery channels.

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DISTRIBUTION NETWORK
HDFC Bank is headquartered in Mumbai. The Bank at present has an enviable network of over 235 branches spread over 126 cities all across the country. All branches are linked on an online real-time basis. Customers in 39 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. Being a clearing/settlement bank to various leading stock exchanges, the Bank has branches in the centres where the NSE/BSE have a strong and active member base. The Bank also has a network of almost over 750-networked ATMs across these cities.

21

Moreover, HDFC Bank's ATM network can be accessed by all domestic and international Plus/Cirrus Visa/MasterCard, and American Visa Express

Electron/Maestro,

Credit/Charge cardholders. It is the only bank in India which provides access to all the 3 major International Card Networks on its ATM network.

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TECHNOLOGY USED
HDFC Bank operates in a highly automated environment in terms of information technology and communication systems. All the bank's branches have 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 software the Corporate Banking business is supported by Flextube, while the Retail Banking business by Finware, both from i-flex Solutions Ltd. (formerly Citicorp Information Technology India Ltd.). The systems are open, scaleable and web-enabled.

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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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A HISTORY OF ATM

25

A HISTORY OF ATM
ATM is the culmination of all the developments in switching and transmission in the last twenty years. This includes the advent of packet-switching and the change from coaxial to optical.

CIRCUIT SWITCHING: This was the first type of data transfer mehanism used. A dedicated line on the network path is allocated to the parties involved in the transfer over the network. Channel capacity has to be available and reserved between each pair of nodes on the path, and each node has to have a switching capability. For different applications, utilization of the line can vary enormously. However there is little delay and effective transparency for the user. It is very efficient for Constant Bit Rate (CBR).

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PACKET SWITCHING: Data to be sent is broken down into chunks or packets. Each packet contains data and header information for control e.g. routing. At each node the packet is received, stored briefly and passed on. At each node the packets may be put on a queue for further movement into the network. There are two approaches to transport 1. Datagram - where each packet can take any path through the network as long as they all reach the destination. 2. Virtual Circuit - where all the packets are routed through the same path without having the path dedicated.

Datagram allows for dynamic handling of congestion and no call setup is necessary. Virtual channels allow for sequencing, error and flow control.

27

MULTIRATE CIRCUIT SWITCHING: This is an enhancement of the synchronous Time-Division Multiplexing (TDM) approach used initially in circuit switching. In circuit switching a station must operate at a fixed data rate which must be used regardless of application. In multirate switching, multiplexing is introduced. A station attaches to the network by means of a single physical link which carries multiple fixed data-rate channels (B-channel @ 64kbps). Traffic on each channel can be switched independently through the network to various destinations. This is used for simple ISDN. So the user has a number of data rate choices but they are fixed so Variable Bit Rate (VBR) is difficult to accommodate efficiently. FRAME RELAY: Frame relay is essentially identical to packet switching. Frame relay saw its development as a result of high data rates and low error rates in modern high speed communications systems. In old packet switching, there was considerable overhead involved in error recovery,
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redundancy enhancement and routing information. With Frame relay the packets are now of variable length and not fixed length, meaning that they were designed to operate at up to 2Mbps. This was very good for VBR. CELL RELAY:

This is an evolution from frame relay and multirate circuit switching. Cell relay uses fixed sized packets called cells. Multirate circuit switching also had fixed channels. Cell relay allows for the definition of virtual channels with data rates dynamically defined. Using a small cell size allows almost constant data rate even though it uses packets. From frame relay, cell relay takes improved error control into account, and allows more errors to be handled at a higher Logical level. The fixed-size cells reduce overhead even more and thus allows rates of tens to hundreds of Mbps.

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So we have seen progression from two areas - circuit switching for CBR, and packet switching for VBR. Cell relay is equally as good with either CBR or VBR as is shown by the diagram

TRANSMISSION: In the late 1800s signals were analog and telephones were allocated a single channel per line for transmission. Development of the vaccum tube led to analog system employing FDM ( Frequency Division Multiplexing ), in 1925 and coax was installed in 1936. This developed to the microwave level of 4, 6 and 11 Ghz frequency regions, and in 1969 digital wireless system was initiated. Aided by the invention of transistors and the concept of PCM ( Pulse Code Modulation ), by 1972, a digital channel bank
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featuring toll quality was developed. Soon after, a high bit rate digital system employing TDM ( Time-Division Multiplexing ), was realised but was relatively expensive. It was not until the advent of optical transmission systems that any real use of TDM could be made. Optical transmission is accomplished by modulating transmitted information by a laser diode or LED, passing the information signal over optical fibre and reconstructing the information by the 'pin' diode or the avalanche photo diode ( APD ). Now PCM and TDM saw use in 45Mbps optical communications systems, which have developed to 1.2, 1.7, and 2.4 Gbps. These systems eventually converge into SDH/SONET. But before that, in the mid-80's the most common digital hierarchy in use was PDH (Plesciosynchronous Digital Hierarchy), which is still used in the form of DS-1/2/3/4 signals. It is called 'plescio' (almost) because the transmission is neither
31

wholly

synchronous

or

asynchronous. Thus, PDH, was superceded by SDH, which took the PDH signals and multiplexed them into an STM (synchronous time-division multiplexing) of n = STM-n signal. So development went from asynchronous

mutiplexing used in PDH for conversion to a higher bit rate to synchronous multiplexing in SDH. That means that given any of the current signals, a generic STM-n signal can be constructed through thye synchronous multiplexing procedure used in SDH. So we have a switching technology - cell relay, and a transmission technology - SDH over optical fibre. Cell relay supports VBR, CBR and varied applications. SDH allows large amounts of data top be transmitted efficiently over a network. The combination of these two ideas together give the basis for ATM - Asynchronous Transfer Mode.

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ATMS OF HDFC
HDFC has 750 ATM across India. This makes money accessible 24 hours a day, 7 days a week, 365 days a year.

USES OF ATM
By using an ATM one can Check account balance.

Request for a cheque book.

Request for the statement of last ten transactions. Transfer funds to another HDFC Bank account. Pay electricity, telephone or mobile phone bills with free bill pay facility. Use intercity or interbranch banking to access his account nationwide. Withdraw Rs.15000 a day with an International Debit Card. Withdraw Rs. 10000 a day with an ATM card. Deposit cash or cheques.
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GLOBAL NETWORK
HDFC Bank ATMs are a part of the VISA International Plus ATM Network as well as the MasterCard International Cirrus ATM Network, and can be accessed by all domestic and international MasterCard, Cirrus or Maestro and VISA Electron cardholders for cash withdrawals and balance inquiries. We have also partnered with American Express to offer their domestic and international cardholders the benefits of cash advances from any of our ATMs. To use our ATMs your card needs to be one of the following: MasterCard/VISA/American Express Credit Cards Maestro/VISA Electron Debit Cards Cirrus/Plus ATM Cards American Express Charge Cards Participating banks in the networkCirrus : Standard Chartered Grindlays, Citibank.Plus : Standard Chartered Grindlays, HSBC, ICICI Bank. Limits and parameters are set by the card issuing banks regarding

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amount of cash withdrawal, withdrawal limit, number of PIN log-in attempts, transaction set allowed and declines. A free service for you! No fee is charged to an HDFC Bank cardholder for using our ATM. For the first time in the country HDFC Bank introduces recharge of Prepaid cards through ATMs.

You would recall that we had earlier launched the service with Orange in Mumbai. With this launch we are now Live with Hutch in Karnataka, A.P. ,Delhi, Chennai and now Gujarat. We will also be launching this facility with Hutch in Kolkotta shortly.

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ADVANTAGES OF ATM

36

THE ADVANTAGES
When you open an HDFC Bank NRE Savings Account, you gain the following benefits:

International Debit Card: It is like an ATM card you can shop with. You can use it to shop at over 80 lakh establishments in 140 countries or withdraw cash from 6.3 lakh VISA/Plus ATMs and over 5.6 lakh Cirrus ATMs across the globe. Now, you can access your account, make purchases at shops and withdraw cash in almost any country in the world in the currency of that country, while the account gets debited in India in Rupees.

ATM Card: Alternatively, you are issued an ATM Card that can be used at all HDFC Bank ATM locations.

ATM Card to mandate Holders

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Make it easier for your family in India to access and manage your NRI savings account. You can now appoint your relative or friend as a Power of attorney /mandate holder, who can operate your account on your behalf through an individual ATM card.

They can use the ATM card to withdraw cash from any of our widespread network of ATMs across India.

LETTER OF MANDATE You can give a letter opf mandate/POA to your local representative in India who can operate the account on your behalf.-

PERSONALISED CHEQUE BOOK: You get a personalised cheque book that is issued on the NRE Savings Account.

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NETBANKING: Now, a FREE, safe and secure way to do your banking over the Internet. Using the highest level of encryption, for maximum security, pay your utility bills in India, transfer funds between your accounts or to third parties within the bank, all at the click of a mouse. You can carry out the following transactions:

Account Balance inquiry Account Statement inquiry Fixed Deposit inquiry Cheque Status inquiry Cheque Book request Fixed Deposit request Fund Transfers Stop Payment request for a single cheque or a series of cheques.

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BILL PAY:

Use this convenient facility to pay your electricity, phone and mobile bills through any of the channels. It can even use the BillPay facility through NetBanking to pay local bills - phone, electricity, mobile phones in 36 Indian cities, right from wherever you are, thousands of miles away.

NOMINATION FACILITY: Nomination is allowed in NRE Accounts.

FREE QUARTERLY STATEMENTS: You are sent Quarterly Statements at your mailing address.They are generated as of 31st March, 30th June, 30th September and 31st December. Monthly statements and Duplicate statements are available at a fee.

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PHONEBANKING: Enjoy FREE 24-hour PhoneBanking to check your balance, find out the status of your cheque or even open new Fixed Deposits.The following transactions can be carried out:

Account Balance inquiry Account Statement inquiry Fixed Deposit inquiry Cheque Status inquiry Cheque Book request Fixed Deposit request Fund Transfers Stop Payment request for a single cheque or a series of cheques.

INTERCITY BANKING: Enjoy the convenience of banking at any of our branches in India.

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REPATRIATION: You can easily have your balances held in the NRE Account, along with interest earned, transferred outside India without the prior approval of the Reserve Bank Of India.

TAX EXEMPTIONS: Interest earned on an NRE Account is exempt from Income Tax. (Under clause 4(ii) of Section 10 of the Income Tax Act, 1961 . Likewise, balances held in such accounts are also exempt from Wealth Tax in terms of Section 6(ii) of the Wealth Tax Act, 1957.) The above tax exemptions are available only for a NRE Account held by an individual and not for those maintained by OCBs (Overseas Company Bodies).

SAFE DEPOSIT LOCKER at certain branches, for your valuables and important documents.

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E-AGE ADVANTAGES

Easy shop International Debit Card: Its like an ATM card you can shop with!

Use your HDFC Bank Easyshop International Debit Card to access your account from a widespread network of ATMs within India and abroad.Withdraw cash at over 8,00,000

Visa/Maestro/Plus/Cirrus ATMs in 140 countries

Shop at over 1,10,000 establishments in India and over 13 million worldwide with your Easyshop International Debit Card.

At select branches of Canara Bank and Bank of India you can withdraw cash against your HDFC Bank Easyshop International Debit Card

(available only with the Visa programme)

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International Usage - Account Debited in Indian Rupees You can use your Debit Card abroad to withdraw cash and For all such to make purchases at merchant locations. transactions done abroad, your account

will be debited in Indian Rupees regardless of the currency in which you transact.

Widespread domestic and international validity ATMs

o o

Over 1000 HDFC Bank ATMs Over 1200 Visa/Plus ATMs (Visa Debit Card) and over 2,800 Cirrus ATMs (Maestro Debit Card) in India

Over 8 lakh Visa/Plus ATMs (Visa Debit Card) and over 6.4 lakhs Cirrus ATMs (Maestro Debit Card) internationally

Merchant Locations

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Over 1,00,000 Merchant locations (Visa Debit Card) and 27,000 Merchant locations (Maestro Debit Card) in India

Over 13 Million Merchant locations (Visa Debit Card) and 12 Million Merchant locations (Maestro Debit Card) internationally

Cash withdrawal at select Canara Bank and Bank of India branches (for Visa Program only)
o

Walk into 450 select branches of Canara Bank & Bank of India across the country and withdraw cash against your HDFC Bank Easyshop International Debit Card (available only with the Visa program)

Daily withdrawal limits You can withdraw up to Rs. 15,000/- at ATMs and make purchases upto Rs. 25,000/- at Merchant Locations (Point of Sale) per day. For cash withdrawals at

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Canara Bank and Bank of India locations (VISA Cardholders only) the Point of Sale limit applies.

Lost your Debit/ATM Card? You can now hot-list you Debit or ATM Card 24 hours a day, 7 days a week by calling our phone banking numbers: 656 3737 in Ahmedabad ; 520 2233 in Bangalore; 2860 5959 in Chennai; 95124-230 9393 in Delhi; 2323 0036 in Hyderabad;2281 3838 in Kolkata; 268 888 in Mohali; 643 0266 in Pune; 98982 71111 for rest of Gujarat; 98153 31111 for rest of Punjab; 95124-230 9393 for rest of Haryana and 9580-520 2233 for rest of Karnataka.

As you know for availaing this facility in Mumbai you simply need to dial 28561818. Also if you are calling from outside Mumbai or any of the above cities/states simply dial 022-28561818 for emergency hot-listing of your Debit or ATM card even after your local PhoneBanking hour.

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For your convenience, this facility is available on weekends and bank holidays too.

Limited liability of fraudulent usage on lost and stolen

o

cards

In case you lose your Debit Card, report the loss to our Phone Banking service immediately or give written instructions to your nearest HDFC bank branch.

In case your lost/stolen card is fraudulently used, your liability is limited to Rs. 500/- from the time you report the loss to us.

Additionally you must also report the loss to the nearest local police authorities and forward a copy of the FIR to the Bank.

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Worldwide Assistance
o

If you are abroad, Visa Card holders can call the VISA Global Assist Centers. Please check the local telephone directories/yellow pages or visit www.visa.com for more information. Maestro Card holders can call the Maestro Global Service from MasterCard International. Phone numbers are available on the MasterCard website.

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THE MECHANICS OF MONEY TRANSFER

YOU are traveling abroad and want to send money back home quickly. Or, you are an NRI working abroad looking to transfer your hard earned money home. This is how you can do it.

Money can be transferred through banks, Web sites such as Remit2India.com, and money transfer companies such as Western Union. However, each has its advantages and disadvantages.

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BANK TRANSFER
Within the ambit of banking transfer there are several methods of sending money. The most cost effective mode is writing a cheque in the local currency and mailing it across to the beneficiary. However, a cheque takes 30-45 days for clearance and also cost the recipient a few hundred rupees. You can also send a foreign draft through banks. Sending a foreign draft is similar to sending a local draft. The bank collects the money from you in the form of a cheque or a certified cheque and gives a rupee draft. You mail the draft to the recipient for encashment. If you are an NRI, you can also remit the money in your bank account in India. The procedure is the same, except that you mail the draft to the branch where your account is maintained. In case the draft is payable at a place other than where you have the account, the instrument is sent for collection and normal charges are levied.

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Telegraphic transfer or wire transfer is the fastest way to transfer funds through a bank. You do not have to be a customer of the bank to wire funds, and this is faster than a foreign draft. But the catch is you have to pay cash and the fee varies based on your relationship with the bank (customer or non-customer). You will also have to furnish such information as name of beneficiary bank/branch, beneficiary's name, address and a/c no, remitter's name and address, and so on to the bank. If you are on vacation or on a short visit to India, travelers cheques are a safe option. You can also convert them into money fast. All you need to do is go to the nearest RBIrecognised moneychanger/bank and show your passport to convert the travelers cheque into Indian rupee. However, if the travelers cheque is a gift, you have to deposit it in a bank. Carrying plastic money is also a good option for accessing cash quickly. For instance, a Citibank banking
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card with a MasterCard logo allows you to shop or get cash from ATMs across the globe. This card does not have finance charges and annual fees.

However, these cards have daily spending limits. Some banks with a good international network also offer ATM facilities for international debit, credit and charge cards. For instance, you can use an ATM card of HDFC Bank to draw money.

Banks also offer online banking transfer facilities which enable you to track your remittance online. For instance, ICICI Bank offers products, such as Power Transfer, etransfer, and cheque transfer. The time taken for realizing money varies from product to product. For more details contact the banks.

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Banking transfers are very convenient, particularly for cheque/drafts/wire transfer/online banking transfer, if both the sender and the beneficiary have accounts in the same bank.

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MONEY TRANSFER COMPANIES

Some companies, such as Western Union Money Transfer and Money Gram, also transfer funds. All you need to do is locate the nearest agent who represents the money transfer company, fill in "to send money" format, and pay the cash and the service fee. The agent will, in turn, provide you with a money transfer control number. You have to communicate this number to the beneficiary.

Within an hour, the beneficiary can collect the money from the nearest agent by filling in the "to receive money" form and providing a valid identification. Generally, in India, identification such as valid Passport, Voters ID, PAN No, and driving license are accepted. Depending on the location and amount of money involved, the beneficiary may be asked a "test question" to verify whether he/she is the

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intended receiver. The test question is created by you (the sender). However, it should be noted that maximum amount that can be sent per transaction should not exceed (US $2,500) as per the Indian Government's requirement. Besides, money transfer payments are reserved only for private consumer use and not for commercial, business or investment purposes. It should also be noted that the agent will pay the transferred amount in the form of cash up to Rs 50,000. For higher payouts, the agent will issue a cheque which can be encashed in banks. However, there is no cash payout limit for foreign passport holders in India. As per the Government's requirement, a single beneficiary cannot receive more than 12 payments through money transfer annually.

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WEB SITE TRANSFERS

Many Web sites also transfer money. For instance, (remit2india) www.timesofmoney.com offers this service. These Web sites also enable you track your money online. All you need to do is log on to the site and fill the requisite details (yours and the beneficiary's, the amount and the payment mode) for sending the money. The beneficiary will receive the money in the form of cheque or demand draft or through direct deposits (if the beneficiary has account with any of the company's partner banks). The fee varies based on the transfer amount, mode of payment and sender's location. A word of caution to those who send money through Web sites kindly ensure that the Web site is a reputed one and recognized by the Reserve Bank of India. Before deciding on the mode of transfer, evaluate the cost involved in each

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method, the time taken, the ease at which you can send and receive funds, safety and the transaction limit. All you need to have is an HDFC Bank Account. REFILL THROUGH ATMS :1.

Choose others icon in the first screen of the ATM after entering your PIN.

2. 3.

Select the Bill Pay/Prepaid Refill icon on the screen. Select prepaid refill icon on the screen out of the choices of Electricity, Telephone etc.

4.

Enter your prepaid mobile number and confirm the same.

5. Choose your preferred tariff and confirm the payment.

6.

Your account will be debited and the recharge will be affected instantly.

7. You will also get a confirmatory SMS from the mobile operator.

REFILL THROUGH SMS

57

Register for our free Mobile Banking service and get your Orange prepaid card refilled. Just send an SMS at any time of the day or night and your card will be refilled within seconds. The amount will be instantly deducted from your bank account, making it hassle free and convenient.

It's actually very easy to refill your prepaid card. 1. Type RC HDFC (the amount you want your card refilled for) and send it to 140 for Orange.
2.

Within a few seconds, your prepaid account will be refilled and you will receive the following message on your mobile phone screen, 'Your account has been refilled. Your Orange Just Talk account balance is now 'XXX INR'.

3.

You can refill your prepaid connection any time, from anywhere in the world. You don't need to carry any refill slips with you. For e.g.: Instead of purchasing a refill slip of Rs. 324 and entering the 16 digit code,
58

just send an SMS 'RC HDFC 324' to 140 and get your prepaid card refilled instantly.

Note: Please ensure that you refill within the validity period.

Our Mobile Banking service is one of the easiest ways for you to access your account. It's free, instant and you can bank through SMS. What's more, you can use Mobile Banking even when you're on the move. To avail of the services mentioned below send an SMS to 12323

Check your account balance. Check on the last three transactions you made. Request for a statement. Order a cheque book. Enquire on a cheque status. Stop a cheque.

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View your Fixed Deposit details. Make your utility bill payments over SMS.

How much does it cost? This service is absolutely free from HDFC Bank! You only have to pay the regular SMS charge for your SMS request. It's a service that has been introduced for the first time in India, just to make your world easier.

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PRODUCT FEATURES
1. Currently, Orange and Hutch prepaid customers at the mentioned circles, who are HDFC Bank's Account holders can now get their pre-paid cards refilled for the amount they desire through the ATMs. 2. This hassle-free and convenient service is available 24 hours a day, 365 days a year, and comes at no cost, for the customer. 3. There is no charge from HDFC Bank for this service. All that a customer needs to do to avail of this service is visit his nearest ATM. 4. The benefits of this new feature are obvious: recharging of prepaid cards is now possible anywhere - while roaming in India without the need to find a shop stocking Refill slips, and at any time of the day or night.

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So now Hutch prepaid customers can refill their mobile phones by visiting the nearest HDFC Bank ATM. For further information on more convenient services from us at HDFC Bank, call Phone Banking, log on to www.hdfcbank.com or just walk in to the branch closest to you. We will also be shortly launching this convenient facility with other mobile operators around the country. * Recharge facility through ATMs is available for Orange prepaid customers in Mumbai and Hutch prepaid customers in Delhi, Karnataka, Andhra Pradesh, Chennai and Gujarat currently. ** Recharge facility through SMS is available for Orange prepaid customers in Mumbai currently.

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WHO CAN APPLY?

[A] Resident Indians holding any of the following Account(s) Savings Account Current Account (Sole Proprietorship) Supersaver Account Loan Against Shares Account (LAS) Salary Account

with HDFC Bank:

[B] Non-Resident Indians holding any of the following NRE Account(s) with HDFC Bank;

NRE Savings Account NRE Savings Depository Account NRE Current Depository Account

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For the first time in the country HDFC Bank introduces refill of Orange prepaid card through ATMs and SMS

All you need to have is an HDFC Bank Account and be an Orange prepaid customer.

Refill through ATMs:1. Choose Others icon in the first screen of the ATM after entering your PIN
2. 3.

Select the screen Bill Pay/Prepaid Refill icon on the screen Select prepaid refill icon on the screen out of the choices of Electricity, Telephone etc.

4. Enter your Prepaid mobile number and confirm the same 5. Choose your preferred tariff and confirm the payment. 6. Your account will be debited and the recharge will effected instantly 7. You will also get a confirmatory SMS from the mobile operator.

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REFILL THROUGH SMS:Register for our free Mobile Banking service and get your Orange prepaid card refilled for the amount you desire. Just send an SMS at any time of the day or night and your card will be refilled within seconds. The amount will be instantly deducted from your bank account, making it hassle free and convenient.

It's actually very easy to refill your prepaid card. 1. Type RC HDFC (the amount you want your card refilled for) and send it to 140.

2.

Within a few seconds, your prepaid account will be refilled and you will receive the following message on your mobile phone screen, 'Your account has been refilled. Your Orange Just Talk account balance is now 'XXX INR'.

3. You can refill your prepaid connection any time, from anywhere in the world. You don't need to carry any refill slips with you. For eg: Instead of purchasing a refill slip of Rs. 315 and entering the 16 digit code, just send an SMS

65

'RC HDFC 315' to 140 and get your prepaid card refilled instantly.

Note: Please ensure that you refill within the validity period. Our Mobile Banking service is one of the easiest ways for you to access your account. It's free, instant and you can bank through SMS. What's more, you can use Mobile Banking even when you're on the move.

To avail of the services mentioned below send an SMS to 12323

Check your account balance. Check on the last three transactions you made. Request for a statement. Order a cheque book. Enquire on a cheque status. Stop a cheque. View your Fixed Deposit details. Make your utility bill payments over SMS.

66

How much does it cost? This service is absolutely free from HDFC Bank! You only have to pay the regular SMS charge for your SMS request. It's a service that has been introduced for the first time in India, just to make your world easier.

For further information on more convenient services from us at HDFC Bank, call 2856 1818, log on to www.hdfcbank.com or just walk in to the branch closest to you. You can also call Orange at 5664 2222 or log on to www.orange.co.in

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INTERNATIONAL DEBIT CARD

68

INTERNATIONAL DEBIT CARD

Its like an ATM card one can shop with. HDFC Bank International Debit Card can be used to access account from a widespread network of ATMs within India and abroad. Cash can be with drawn at over 8,00,00 Visa/Maestro/Plus/Cirrus ATMs in 140 countries. Shopping at over 51,000 establishments in India and over 10 million worldwide can be done with International Debit Card. At select branches of Canara Bank and Bank of India withdraw of cash against HDFC Bank International Debit Card (available only with the Visa Electron programme) can be done.

69

PHONE BANKING

70

PHONE BANKING

Just by making a phone call one can

Ask for account details Request for a cheque book Open a fix deposit Order a demand draft Stop cheque payment Make cheque status inquiries Open Fixed Deposits Report of lost ATM / Debit Card Transfer funds

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RESEARCH OBJECTIVE OF THE STUDY

72

OBJECTIVE OF THE PROJECT

To know the potential market of HDFC Bank for ATM in Bulandshahar City.

To evaluate the services. To determine the existing usage rate of ATMS.

73

RESEARCH METHODOLOGY

74

RESEARCH METHODOLOGY

Research methodology is the mean to plan out the working process or the course of action to reach the objective. It is extremely crucial and holds the key to the success of the survey.

SAMPLE AREA SAMPLING SAMPLE SIZE TYPE OF DATA

: : : :

BULANDSHAHAR SIMPLING RANDOM SAMPLING 300 PRIMARY DATA INTERVIEW THROUGH QUESTIONNAIRE

DATA COLLECTION METHOD : INTERVIEW TECHNIQUE: TYPE OF QUESTION

CONTACTED PERSONALLY : OPEN AND CLOSED ENDED DISCRIPTIVE

RESEARCH DESIGN:

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RESEARCH METHODOLOGY
The methodology researcher use in the entire research and survey work can define as in this method. Researcher used the survey in this passion so that there was minimum wastage of man. material and money.

RESEARCH DESIGN:Types of Research:For collection of data researcher are

descriptive research design. It provide me description of an individual and a community. Through this research collect quantitative questionnaire and data.

DATA SERVICE:Direct interaction with consumer and consumer and consumer as a respondent. So consumer is the man data service.

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RESEARCH APPROACH:_ There are two basic approaches to research. quantitative and qualitative my approaches are both. Researcher collects the quantitative data and the opinion of the people bike performance of the product. dealership. satisfaction level and there expectation. TYPES OF QUESTIONNAIRES: When researcher start preparing questionnaires then researcher keep all the brings in this mind that guideline of his guide and time factor of consumers. Questionnaires should not be very

borty and lengthy working upon the above guidelines. The questionnaires there were 15 and target market questionnaires is 18 and total questions 23. TYPE OF QUESTIONS:Research used both closed type question. (e.g.-g the type 'yes or no) open type (e.g.-inviting free response) and licker scale question. I used for qualitative in my questionnaires. RESEARCH INSTRUMENT: Research's research instrument is questionnaires for collecting the primary data. This is very common and flexible instrument.

77

SAMPLING: Sample in market, researcher collect needed information from various persons who are associated with this subject. When such associated persons are in new number research can get information from all of them in such some people among associated persons are selected and collect information from them. These selected persons represents the whole universe and are called sample. SAMPLING SIZE: The total number of these selected persons is called sample size. the sample is the total of persons. which are interviewed by researcher. In this case study sample units are one hundred. researcher has taken response of one hundred persons. COLLECTING THE DATA: 1. Primary data. 2. Secondary data. 1- Primary data: Through survey researcher obtains primary data directly from the Reader through following method. A. Observation method.
78

B. Interview method. C. Questionnaires.

A.

Observation Method: Researcher went to the dealers showroom and service center and even a parking places. Researcher directly observes the customers researcher with out asking any question. Here researcher found most of the customer was empty buying behavior.

B.

Interview Method:

Researcher went to the service

center and parking places and collects the data through personal interview.
C.

Through questionnaires:

Researcher

collects

most of the data through questionnaires; researcher went to the consumers and requested them to fill the questionnaires.

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GRAPHICAL DATA INTERPRETATION S

(RESULTS & FINDINGS)

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GRAPHICAL DATA INTERPRETATION

DISCRIPTION OF THE SAMPLE SURVEYED

NO. OF CUSTOMERS ENROLLED DURING THE FOLLOWING TIME PERIOD FROM THE SAMPLE SURVEY

1 to 1.5 years 18% .5 to 1 years 13% Less Than 6 months 34%

1.5 to 2 years 35%

1.5 to 2 years Less Than 6 months .5 to 1 years 1 to 1.5 years

From the pie chart shown above we can see that from the sample size of 300 34% of the customers were holding account with the bank from less than six months. 13% of the customers were holding account with the bank from less than a year. 18% of the customers were holding account with the bank from less than year and a half 35% of the customers were holding account with the bank from less than 2 years.

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OCCUPATION

STUDENT 14% BUSINESS 31%

BUSINESS PRIVATE SECTOR

GOVERNMENT SERVICE 29%

GOVERNMENT SERVICE STUDENT

PRIVATE SECTOR 26%

Among the sample of 3001. 31% were businessmen. 2. 26% were into government service. 3. 29% were in private sector. 4. 14% were students.

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TYPE OF CARD USED BY THE RESPONDENT

BOTH 28%

ATM 50%

INTERNATIONAL DEBIT CARD 22%

ATM INTERNATIONAL DEBIT CARD BOTH

There are two types of card offered by the bank1. ATM CARD 2. INTERNATIONAL DEBIT CARD 50% of the respondents were using ATM CARD. 22% of the respondents were using INTERNATIONAL DEBIT CARD. 28% used both the cards.

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POTENTIAL AREA OF SETTING UP NEW ATMS ACCORDING TO SAMPLE SURVEY

OTHERS Medical PONTENTIAL AREAS Ali Nagar Golghar Ghanta Ghar Shastri Nagar Goraknath 0 5 10 15 20 25 25 28

30

28 40 35

30 30 35 40 45

NO. OF RESPONDENTS

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ANALYSIS OF THE LOCATIONS

The three most sought locations are1. Bank Road 2. Railway Colony

Bank Road- This location was suggested by 75% of the respondents.

The reason for suggesting this place was that it is the main market and people out for shopping can get money easily when ever they fall short off. This main market of BULANDSHAHAR surrounded by residential areas. So a counter at this location can attract customer base from the following colonies and the premier location will also add to the significance of the counter.

Railway Colony - This counter was suggested by 25% of the

respondents. A counter in this area can attract a customer base. The nearest HDFC ATM to this area is Railway Station. So most of the customers who go to Railway Station can use this counter, which will lessen the customer traffic at Railway Station counter, which is generally over rushed.

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RATING OF THE SERVICES OFFERED AT THE ATM'S

160 NO OF RESPONDENTS 140 120 100 80 60 40 20 0
Y T G O O D TO R D N A LE B B VE R Y A D

142

80

70

EL

Out of the 300 respondents1. 2. 3. 4. 25% ranked the services as excellent. 49% ranked the services as good. 24% ranked the services as satisfactory. 2% ranked the services as bad.

THE SERVICES INCLUDE Proper functioning of the machine. Adequate supply of envelops used for depositing cheque and cash. Trained guards. Proper lightning and air-conditioning. Cleaning of the counter. Good arrangement of alternate power supply (in case of power cuts).

SA

TI SF

EX

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PROLEM FACED BY THE CUSTOMERS

Out of the sample surveyed 48% of the respondents faced different problems which are-

Machine out of order due to technical fault in the machine itself or due to delink. People get Rs. 500 notes, as the Rs. 100 notes are not sufficient in the machine. Many times cash gets over and it takes a lot of time for refill.

People have to face a long que at Railway Station counter

Clearance of the cheques deposited in the ATMS takes time. The ATM counter has a poor alternate power supply. The UPS lasts only for 25-30 min after a power cut where as the UPS of other counters work for 7-8 hours. In that case the customers have to go to other counter or wait for the electricity to come.

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AWARNESS LEVEL OF TELE BANKING AMONG SAMPLE SIZE

165 NO. OF RESPONDENTS 160 155 150 145 140 135 130 AWARE NOT AWARE 140 Series1 Series2 160

Out of the 300 respondents surveyed 40% percent were aware of PHONE BANKING service. 60% percent were found not aware of the Tele service offered by the bank

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TELE BANKING ACTUALLY USED AMONG AWARE PEOPLE

USE 44%

DON'T USE 56%

USE DON'T USE

Out of the 140 aware people1. 44% use the service. 2. 56% dont use the service.

The main reason for not using the service is

1. They dont know how to use the phone banking service. 2. Some find the procedure costly, as they have to pay for the call. 3. Some dont felt the need to use the tele service.

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RATING OF TELE BANKING SERVICES

BAD 0% SATISFACTORY 10% VERY BAD 0%

EXCELLENT 33%

EXCELLENT GOOD SATISFACTORY BAD GOOD 57% VERY BAD

Among the users 1. 33% ranked the service as excellent. 2. 57% ranked the service as good. 3. 10% ranked the service as satisfactory. Phone banking is not effective as only 47 % of the customers are using it. To make it effective1. Customers should be made aware of it and should be taught how to use it effectively and efficiently. 2. Posters and brochures should be placed at the ATMs and Bank to create awareness.

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USES RATE OF HDFC BANK ATM IN JULY2006

TOTAL NUMBER OF HITS IN July2006 = 19202

The number of hits each ATM contributed to the total hits in July2006 Bank Road ATM got 18225 hits. Railway Colony got 4707 hits.

TOTAL CUSTOMERS IN HDFC BANK (Bulandshahar) = 19202 USES RATE = TOTAL HITS TOTAL CUSTOMERS = 22932 = 1.19 HITS/CUSTOMER 19202

PERCENTAGE CONTRIBUTION OF EACH ATMs TO THE TOTAL

The percentage contribution of each counter to the total is Bank Road ATM 75%. Railway Colony ATM 25%

91

LIMITATIONS & SUGGESTIONS

92

LIMITATIONS & SUGGESTIONS

Customers want at least five more ATM machines in different main market in City. 2. Customers want that HDFC BANK should expand its ATM network facility in the neighboring towns such as Lucknow. 3. People want one more counter at Branch Office so that the customer traffic gets divided into two and the rush can be easily managed. 4. Sufficient 100/- notes should be kept in the machine as they get over very fast and the customer have to take 500/notes.
5.

1.

Bank should minimize the minimum balance that is to be maintained by the customer in his/her account (5000/-).

6. Addresses of all the ATMs in the city should be available at each ATM.

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7. Branch office telephone no. should be available at all counters and their calls should be taken up positively.

8. Withdrawal limitations should be eased which are One can withdraw a maximum amount of 20,000/- in a day if he/she posses an ATM card and 25,000/- if he/she has an International Debit Card. 9. Drinking water should be kept at the counters in hot summers. 10. After services provided by the bank should be improved. 11. The ATM machines should be checked and serviced regularly to avoid machine failure. 12. Proper Electricity should be provided 13. Security guard must be available at ATM machines.

94

RECOMMENDATIONS

95

RECOMMENDATIONS

1. The usage rate should be increased and for that the customers should be educated to make full use of their ATM. 2. HDFC Bank should expand its ATM network in the city and into the neighboring towns. 3. The alternate power supply at Bank Road Branch should be improved so that it gives a good and long lasting back up. 4. The ATM machines should be checked and serviced regularly to avoid machine failure. 5. Customers should be made aware of all the direct banking channels offered by the bank and should be taught how to us them properly. This will reduce customer traffic in the bank and the customers will be able to use all the services efficiently and effectively.

96

Posters and brochures should placed at

the Bank and at the ATMs to promote phone banking and other direct banking channels. 6. A telephone should be made available at all the counters as at night all the PCOs close and in case of a problem at the ATM the guard is not able to contact the bank official. 7. A phone at the ATMs will also encourage customers to make use of phone banking. 8. Power supply and security guard should be properly at ATM Machines.

97

S.W.O.T. ANALYSIS

98

S.W.O.T. ANALYSIS
STRENGTH:

1. Bank offers different ATM and Debit card by which money transaction shopping & purchasing can be made ease at world level. 2. Bank provides globalised network between all branches on world level.

WEAKNESSES

1. Long repayment period requires constant follow up and monitoring. 2. Chances of default are more since future income of the borrower is not assured.

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OPPORTUNITIES:
1.

Everyone in this society desires to have at least one owned ATM Card during his or her life time.

2. With cheaper interest rates and long repayment period demand is increasing day by day. 3. This sector creates job opportunities for lakh of people.

THREAT:

1. With stiff competition in the ATM banking sectors, this is bound to become in ruminative and hence may become in loosing reposition for the banks.

100

HYPOTHESIS

101

HYPOTHESIS
With the full study of ATM scheme I came to a conclusion that HDFC Bank is more in demand because of some its special features in comparison to other Banks. The special features are: 1. Fast approval with minimum documentation. 2. The ATM card will be possessed & activated within 48 hours after completing documentation. 3. It has various attractive ATM Card utilization. 4. HDFC Bank operates in a highly automated environment in terms of information technology and communication system.

102

CONCLUSION

103

CONCLUSION
To conclude I may say that HDFC Bank is more profitable in taking ATM Card because HDFC Bank's ATM scheme is the most convenient way to get any card for your new dream. It gives several new advantages to the customer like it offers 24 hour automatised banking services with 39 Phone banking number available. It also offers Net banking across the country all year around. Any shopping is very easy in over 140 countries.

There are also special benefits for HDFC Bank ATM Card holders; they can possess different loans within 48 hours after completing the documents.

104

BIBLIOGRAPHY

105

BIBLIOGRAPHY

Magazines & Periodicals India Today Business World Business Today

Website www.hdfcbank.com www.google.co.in www.crbonline.com Books Author Title Publisher Edition Author Title Publisher Philip Kotter Marketing Management Hall of India Pvt. Ltd. 11th Saxena, Ranjan Marketing Management Tata MeGraw-Hill Publishing company Ltd.

Research Methodology Author Title Publisher Author Title Publisher Sharma, D.D. Marketing Research, Principles, Application & Cases. Sultan Chand & sons Beri, G.C. Marketing Research Tata Mcgraw Hill Publishing Company Ltd. Author Title Publisher C.R. Kothari Research Methodology Vishwa Prakashan

106

Newspapers The Times of India Economic times The Financial Express

107

ANNEXURE QUESTIONNAIRE

108

QUESTIONNAIRE
NAME ADDRESS : : ....... ....... ....... CONACT NO. E-MAIL OCCUPATION AGE : : : : ....... ....... ....... .......

1. HOW LONG HAVE YOU BEEN USING HDFC BANK? <6 MONTHS 1-1.5YEAR [ [ ] ] 0.5-1YEARS 2 YEARS [ [ ] ]

2. WHICH CARD OF HDFC DO YOU USE? ATM INTERNTIONAL DEBIT CARD [ [ ] ]

3. DO YOU FIND THE LOCATIONS OF HDFC ATM COUNTERS CONVEINIENT? YES [ ] NO [ ]

IF NO, SUGGEST THE BEST SUITABLE LOCATION

109

4. HOW DO YOU FIND THE SERVICES OF HDFC ATM /DEBIT CARD? EXCELLENT GOOD SATISFACTORY BAD VERY BAD 5. HAVE YOU EVER FACED ANY PROBLEM WHILE USING ANY OF HDFC Bank ATM? YES 6. IF YES, PLEASE SPECIFY THE PROBLEM.. . 7. ARE YOU AWARE OF THE PHONE BANKING? YES IF YES, DO YOU USE IT? YES NO NO NO

8. HOW DO YOU FIND THE PHONE BANING SERVICE OF HDFC?

EXCELLENT GOOD SATISFACTORY BAD VERY BAD 9. ANY SUGGESTION A B.. C.. D..

110