PREFACE

This project as the name customer Preference towards saving account of HDFC bank is made after studying the features of the banks saving account and getting a questionnaire filled from people take as sample on based on different aspects. They had been asked questions regarding their saving accounts in which bank, which way did they happen to know about the saving bank account of the bank to know the effectiveness of promotion techniques and finally their up to mark knowledge and awareness regarding different aspects of the saving bank account. Afterwards a conclusion is formulated according to the findings as had regarding the above mentioned. At the end some recommendations are made as found suitable.

ACKNOWLEDGEMENT
I am indebted to HDFC bank and want to convey my sincere gratitude to HDFC BANK for providing me an opportunity to work with the bank and giving necessary directions on doing this project to the best of my abilities. I am thankful to our reverent principal Mr. Bhushan Kumar Sharma for the college infrastructure and the appropriate ambiance in our college premises. And then I would like to thank all the faculty members of GGDSD College Chandigarh, especially Mrs. Monika Sachdeva who gave me the useful tips and suggestions regarding the project and Ms Savita Sindhu for imparting her valuable guidance to me. I am highly indebted to Ms. Nidhi Garg , Branch Manager and company project guide, who has provided me with the necessary information and also for the support extended out to me in the completion of this report and his valuable suggestion and comments on bringing out this report in the best way possible. (Avni )

DECLARATION
I, Avni, do here by declare that this project work entitled, Customer Preference towards saving account of HDFC bank is a record of project work carried by me under the supervision of Ms. Savita Sindhu, (Lecturer, GGDSD college Chandigarh) at HDFC Bank Khanna Branch in the partial fulfillment of the requirement of BBA program of the GGDSD COLLEGE, CHANDIGARH (Punjab). Guide: Ms. Savita Sindhu (Avni)

INDEX
CHAPTER 1 INTRODUCTION 1.1 Industry Profile a. Origin and Development of the industry b. Growth and Present Status of the industry c. Future of the industry CHAPTER 2 PROFILE OF THE ORGANISATION 2.1 2.2 2.3 2.4 2.5 2.6 2.7 3.1 3.2 3.3 3.4 3.5 Origin of the Organization Growth and Development of the Organization Present Status of the Organization Functional Departments of the Organization Organization Structure Product and Service Profile of the Organization Competitors Savings Account 20-21 Statement of Research Problem Research Objectives Types of Data Size of Sample Limitations of study 23-32 34-35 11-18 6-9

CHAPTER 3 RESEARCH METHODOLOGY

CHAPTER 4 DATA ANALYSIS AND INTERPRETATION CHAPTER 5 FINDINGS AND RECOMMENDATIONS 5.1 5.2 Findings of the study Recommendations

CHAPTER 6 CONCLUSION BIBLOGRAPHY ANNEXURE

37 39 41-42

CHAPTER 1 INTRODUCTION

1.1 INDUSTRY PROFILE:

a.) Origin and development of the industry:
Banking in India originated in the first decade of 18th century. The first banks were The General Bank of India, which started in 1786, and Bank of Hindustan, both of which are now defunct. The oldest bank in existence in India is the State Bank of India, which originated in the, The Bank of Bengal in Calcutta in June 1806. This was one of the three presidency banks, the other two being the Bank of Bombay and the Bank of Madras. The presidency banks were established under charters from the British East India Company. They merged in 1925 to form the Imperial Bank of India, which, upon India's independence, became the State Bank of India. For many years the Presidency banks acted as quasi-central banks, as did their successors. The Reserve Bank of India formally took on the responsibility of regulating the Indian banking sector from 1935. After India's independence in 1947, the Reserve Bank was nationalized and given broader powers.

Liberalization in the 1990s:

In the early 1990s, the then Narasimha Rao government embarked on a policy of liberalization, licensing a small number of private banks. These came to be known as New Generation tech-savvy banks, and included Global Trust Bank (the first of such new generation banks to be set up), which later amalgamated with Oriental Bank of Commerce,UTI Bank (since renamed Axis Bank), ICICI Bank and HDFC Bank. This move, along with the rapid growth in the economy of India, revitalized the banking sector in India, which has seen rapid growth with strong contribution from all the three sectors of banks, namely, government banks, private banks and foreign banks. The next stage for the Indian banking has been set up with the proposed relaxation in the norms for Foreign Direct Investment, where all Foreign Investors in banks may be given voting rights which could exceed the present cap of 10%,at present it has gone up to 74% with some restrictions. The new policy shook the Banking sector in India completely. Bankers, till this time, were used to the 4-6-4 method (Borrow at 4%;Lend at 6%;Go home at 4) of functioning. The new wave ushered in a modern outlook and tech-savvy methods of working for traditional banks. All this led to the retail boom in India. People not just demanded more from their banks but also received more.

Adoption of Banking Technology:

The IT revolution had a great impact in the Indian banking system. The use of computers had led to introduction of online banking in India. The use of the modern innovation and computerisation of the banking sector of India has increased many fold after the economic liberalisation of 1991 as the country's banking sector has been exposed to the world's market. The Indian banks were finding it difficult to compete with the international banks in terms of the customer service without the use of the information technology and computers. The RBI set up a number of committees to define and coordinate banking technology. These have included: Committee on Mechanisation in the Banking Industry (1984): The major recommendations of this committee was introducing MICR technology in all the banks in the metropolis in India. This provided use of standardized cheque forms and encoders. Committee on Computerisation in Banks (1988): This emphasized that settlement operation must be computerized in the clearing houses of RBI in Bhubaneshwar, Guwahati, Jaipur, Patna and Thiruvananthapuram. It further stated that there should be National Clearing of inter-city cheques at Kolkata, Mumbai, Delhi, Chennai and MICR should be made Operational. It also focused on computerisation of branches and increasing connectivity among branches through computers. It also suggested modalities for implementing on-line banking. Committee on Technology Issues relating to Payment systems, Cheque Clearing and Securities Settlement in the Banking Industry (1994)

b. Growth and present status of the Industry:

Currently (2012), banking in India is generally fairly mature in terms of supply, product range and reach-even though reach in rural India still remains a challenge for the private sector and foreign banks. In terms of quality of assets and capital adequacy, Indian banks are considered to have clean, strong and transparent balance sheets relative to other banks in comparable economies in its region. The Reserve Bank of India is an autonomous body, with minimal pressure from the government. The stated policy of the Bank on the Indian

Rupee is to manage volatility but without any fixed exchange rate-and this has mostly been true. The country is flooded with foreign banks and their ATM stations. Efforts are being put to give a satisfactory service to customers. Phone banking and net banking is introduced. The entire system became more convenient and swift. Time is given more importance than money. Indian banks, the dominant financial intermediaries in India, have made high-quality progress over the last five years, as is evident from several factors, including annual credit growth, profitability, and trend in gross non-performing assets (NPAs). While annual rate of credit growth clocked 23% during the last five years, profitability (average Return on Net Worth) was maintained at around 15% during the same period, while gross NPAs fell from 3.3% as on March 31, 2006 to 2.3% as on March 31, 2011. Currently, India has 88 scheduled commercial banks (SCBs) - 27 public sector banks (that is with the Government of India holding a stake)after merger of New Bank of India in Punjab National Bank in 1993, 29 private banks (these do not have government stake; they may be publicly listed and traded on stock exchanges) and 31 foreign banks. They have a combined network of 2,544 branches and 8,913ATMs. According to a report by ICRA Limited, a rating agency, the public sector banks hold over 75 percent of total assets of the banking industry, with the private and foreign banks holding 18.2% and 6.5% respectively. The Indian banking sector is a mixture of public, private and foreign ownerships. The below table highlights top 10 banks which contributed 58% share of the total credit as on March 31, 2011. The State bank of India has recorded highest market share. The Net Interest Margin of HDFC Banks is 4.2% which is highest among others.

Name of the Bank State Bank of India Punjab National Bank Bank of Baroda ICICI Bank Bank of India Canara Bank HDFC Bank IDBI Bank Axis Bank Central Bank of India

Credit (Rs. bn) 7567 2421 2287 2164 2131 2125 1600 1571 1424 1297

Portfolio Market (%) 18 6 5 5 5 5 4 4 3 3

Share NIM(%) 2.9 3.5 2.8 2.3 2.5 2.6 4.2 1.8 3.1 2.7

Source: http://www.researchandmarkets.com/marketsharereports c. Future of the Industry:

The burden of reporting and other regulatory requirements will fall heavily and disproportionately on small banks unless remedial action is taken. Further advances in information technology will permit the development of new products, BANK, and riskmanagement techniques but may also pose important competitive and supervisory issues. Non-bank entities will continue to offer bank-like products in competition with banks, raising anew the question of whether banks are still special and, more fundamentally, whether banks are sufficiently different from nonblank firms to justify the maintenance of a safety net for banks. It is useful, therefore, to try to chart the course of the banking industry in the next five to ten years and to consider what policy issues the industry and regulators will face. The future-of-banking study addresses three broad questions: 1. What changes in the environment facing banking can be expected in the next five to ten years? 2. What are the prospects for different sectors of the banking industry in this anticipated environment? Because the banking industry is not monolithic and different segments of the industry have, to some degree, different opportunities and vulnerabilities.

CHAPTER 2 PROFILE OF THE HDFC BANK

10

2.1 ORIGIN OF HDFC:

Housing Development Finance Corporation Limited, more popularly known as HDFC Bank Ltd, was established in the year 1994 as a part of the liberalization of the Indian Banking Industry by the Reserve Bank of India (RBI) And was incorporated on 30 th august , 1994 . It was one of the first banks to receive an in principle approval from RBI, for setting up a bank in the private sector. The bank was incorporated with the name 'HDFC Bank Limited', with its registered office in Mumbai. The following year, it started its operations as a Scheduled Commercial Bank-HDFC Bank Limited. The Group operates through four segments: Treasury, Retail Banking, Wholesale Banking and Other Banking Business. The Treasury BANK segment consists of net interest earnings on investments portfolio of the bank and gains or losses on investment operations. The Retail Banking segment serves retail customers through a branch network and other delivery channels. This segment raises deposits from customers and makes loans and provides advisory BANK to customers. The Wholesale Banking segment provides loans and transaction BANK to corporate and institutional customers. The Other Banking Operations segment provides BANK relating to credit cards, debit cards, third party product distribution and primary dealership business and other associated costs. well as investment banking. Certificate of Commencement of Business was received on 10th October 1994 from RBI. The Bank transacts both traditional commercial banking as

2.2 Growth and Development of HDFC:

1994:
On 16.1.1995, 90, 79,930 No. of equity shares were allotted to jarring ton Pt. Ltd. Another 400, 00,000 equity shares were allotted on private placement basis to NatWest Group on 9.5.1995. 500,00,000 shares were allotted to the public on 9.5.95 The Bank opened its first branch in Ramon House at Church gate, Mumbai on January 16th. The Bank has created an efficient operating system using well tested state-of-the-art software.

1995:
70 No. of equity shares issued to subscribers to the Memorandum &Articles of Association on 30th August 1994. On the same date 500, 00,000 equity shares were allotted to HDFC

11

promoters. 509, 20,000 shares were allotted to HDFC Employees Welfare Trust and HDFC Bank Employees Welfare Trust on 22nd December,

1996:
HDFC Bank entered the banking consortia of over 50 corporates, including some leading multinational companies, flagship companies of local business houses and strong public sector companies. HDFC Bank set up a state-of-the-art dealing room to handle all transactions possible in Indian financial markets. The Certificates of Deposits were awarded a PP1+ rating which is the highest rating for short term instruments indicating superior capacity for repayment.

2001:
The Bank opened its first branch in Aurangabad. HDFC Standard Life Insurance entered into a memorandum of understanding with the Chennai-based Indian Bank. The Bank launched the international Maestro debit card in association with Master Card. HDFC Bank launched its credit card in June through link-ups with MasterCard and Visa.LTtrade.com has entered into a strategic tie-up with HDFC Bank to provide Net banking BANK to online investors. Standard Chartered Bank, HDFC Bank and Bharat Petroleum Corporation have joined the e-Cash Forum which has been set up by the Smart Card Forum of India. HDFC Bank launched a new campaign for its savings account. HDFC Bank entered into a strategic tie-up with Tally Solutions Pvt. Ltd. to offer online real time accounting BANK to small and medium enterprises. Today HDFC Bank has 1,412 branches and over 3,295 ATMs, in 528 cities in India, and all branches of the bank are linked on an online real-time basis. As of September 30, 2008 the bank had total assets of INR 1006.82 billion. For the fiscal year 2008-09, the bank has reported net profit of Rs.2,244.9 crore, up 41% from the previous fiscal. Total annual earnings of the bank increased by 58% reaching at Rs.19, 622.8 crore in 2008-09.

2012:
The Banks total income for the quarter ended December 31, 2012, was ` 10,506.5 crores as against ` 8,622.6 crores for the quarter ended December 31, 2011. Net revenues (net interest income plus other income) were at ` 5,597.7 crores for the quarter ended December 31, 2012, an increase of 23.4% over ` 4,536.0 crores for the corresponding quarter of the previous year. Net interest income (interest earned less interest expended) for the quarter
12

ended December 31, 2012,grew by 21.9% to ` 3,798.9 crores. This was driven by loan growth of 24.3% and a net interest margin for the quarter of 4.1%. The Banks total balance sheet size increased by 14.4% from ` 335,466 crores as of December 31, 2011, to ` 383,729 crores as of December 31, 2012. Total net advances as of December 31, 2012, were ` 241,493 crores, an increase of 24.3% over December 31, 2011. The mix of loans between the retail and wholesale segments was 53:47 as on December 31, 2012.Total deposits were at ` 284,119 crores, an increase of 22.2% over December 31, 2011. Savings deposits grew 16.5% to ` 81,942 crores and current deposits grew 10.4% to ` 47,004 crores. The CASA ratio as at December 31, 2012, was 45.4%.

2.3 Present Status of the HDFC bank:

March 2010 Citied Branches ATMs 779 1,725 4,232 March 2011 996 1,986 5,471 March 2012 1399 2,544 8,913

TECH-SAVVY:
HDFC Bank has always prided itself on a highly automated environment, be it in terms of information technology or communication systems. All the braches of the bank boast of online connectivity with the other, ensuring speedy funds transfer for the clients. At the same time, the bank's branch network and Automated Teller Machines (ATMs) allow multibranch access to retail clients. The bank makes use of its up-to-date technology, along with market position and expertise, to create a competitive advantage and build market share.

CAPITAL STRUCTURE:
At present, HDFC Bank boasts of an authorized capital of Rs 550 crore (Rs5.5 billion), of this the paid-up amount is Rs 424.6 crore (Rs.4.2 billion). In terms of equity share, the HDFC Group holds 19.4%. Foreign Institutional Investors (FIIs) have around 28% of the equity and about 17.6% is held by the ADS Depository (in respect of the bank's American Depository Shares (ADS) Issue). The bank has about 570,000 shareholders. Its shares find a listing on the Stock Exchange, Mumbai and National Stock Exchange, while its American Depository Shares are listed on the New York Stock Exchange (NYSE), under the symbol 'HDB'.
13

2.4 Functional Departments of HDFC Bank:

The functional departments of the organization consist of the HR department, the administrative department and the executive department. The HR department of the organization consists of the people who employ the persons who they think would be able to do justice with the job handled. The administrative department of the organization consists of the director and the manager of the organization. They preside over the organization and control all the operations of the organization such that the organization could run in a smooth and effective manner. The executive department of the organization consists of the various employees who execute the job undertaken by them. The employees consists of the team leaders, the Corporate financial consultants, the telecallers, various staffs and junior staffs who are the main structural framework of the organization. The organization thus runs with the effective coordination of the HR department, the administrative department and the executive department such that the supervisors of the organization preside over the subordinate employees to give them directions about fulfilling their works most efficiently and effectively. Technical Consultancy Department: The Technical Consultancy Department is responsible for technical appraisal of industrial projects.

HR DEPARTMENT:
HDFC Human Resources department plans and direct for the employee population as well as they are having the following functions as: Hiring Promotions Reassignments Position classification and grading Salary determination Performance appraisal review and processing Personnel data entry and records maintenance Policy development Work permitting immigration visa program Workers compensation
14

FINANCE DEPARTMENT:
The Finance Manager is responsible for all aspects of the accounting and financial administration of the HDFC, the supervision of the implementation of the HDFC financial policies, directives and procedures and the initiation of the financial plans within the guidelines of HDFC The department contains several distinct sections, each of which is responsible for a proportion of the activities taking place within the finance department.

MARKETING CONSULTANCY DEPARTMENT:

The Marketing Consultancy Department plays and important role within the Fund as it studies and analyzes marketing information in order to build solid base for management decisions. The division also assists projects sponsors in formulating solid marketing strategies to improve their industries and strengthen their position in the local and international markets.

RESEARCH DEPARTMENT:
The Research Department is having the capacity to act through four composing units i.e., the market research unit, economic studies unit, and statistical studies unit. It is the mission of the division to provide support BANK for information and consultancy to the senior management and division in the areas of economic, statistical and marketing information and consultancy through data Interpretation, processing of economic and statistical data, market research studies and publishing related periodical reports.

2.5 Organization Structure:

The organization structure of the company HDFC is such that it comprises of the departments and the employees in the hierarchical order so that they are able to perform their functions and duties smoothly and effectively doing their job in a manner in which it should be done. The organization is headed by the administrative department which coordinates and controls the executive department. The executive department is a link from the top and the bottom comprising of the lower level employees such that they work together to fulfill the common objective of getting business from the persons who get in touch with them and see to it that they are provided with the best of the BANK which constitute giving financial advise to providing Account to the customers. The lower level employees and the corporate financial consultants work together to see to it that the database for providing financial BANK to sufficient number of people is made .They work together to see to it that this database is followed and worked upon such that more and more number
15

of people get themselves avail the financial BANK of the organization. Team leaders who form the part of the administrative department of the Organization make sure that the clients that turn up for the financial BANK are dealt with most efficiently and effectively. Each team lead has a team comprising only of both senior as well as junior market research analyst who aid the team lead in the entire market research process as it has been discussed previously. This is the basic organizational structure followed by HDFC BANK.

2.6 Product and service profile of HDFC Bank:

HDFC Bank offers a bunch of products and services to meet 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 of 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: Personal Banking Savings Accounts Salary Accounts Saving Accounts Fixed Deposits De-mat Account Safe Deposit Lockers Loans Credit Cards Debit Cards Prepaid Cards Investments & Insurance Forex Services Payment Services Net Banking Mobile Banking
16

ATM Phone Banking NRI Banking Rupee Savings Accounts Rupee Saving Accounts Rupee Fixed Deposits Foreign Currency Deposits Accounts for Returning Indians Quick remit (North America, UK, Europe, and Southeast Asia) India Link (Middle East, Africa) Coequal Lock Box In todays world many companies have emerged who have taken a serious note on the importance of market research and he advantages of using it for the better growth and development of the company. Hence, our competitors are those companys who are in the market research and development field as well as the consultancies, since they also make use of market research and business developers.

2.7 Savings Account:

REGULAR SAVINGS ACCOUNT:
Features Benefits Wide network of branches and over International Debit Card, Personalised 7300 ATMs, Convenience with net cheques for enhanced security. banking and mobile banking, BillPay to make all regular utility bill payments

SAVINGSMAX ACCOUNT:
Features and benefits Special Privileges Free International Debit Card, Free Accidental hospitalization cover- Rs. 1 unlimited Transactions lakh per annum, Daily cash allowance of 1000 for 15 days.

SENIOR CITIZENS ACCOUNT:

Features and benefits Special Privileges Free lifetime EasyShop International Preferential Rates on FDs, Special
17

Debit Card to the first holder, National Preference on Demat Accounts Electronic Fund Transfer,

BASIC SAVINGS BANK DEPOSIT ACCOUNT:

Features Benefits Free IVR based phone banking, Four free Use NEFT fund transfer, Safe Deposit cash withdrawals available per month Locker

LIMITED KYC ACCOUNT:

Features Benefits Free IVR based phone banking, Free Zero initial balance to open account, Zero Passbook available at branch balance account so no AQB to be maintained

PENSION SAVINGS ACCOUNT:

Features and benefits Special Privileges Zero Balance Account, Free International Timely communication to the customers Debit Card on the receipt of pension payments orders, no pension disbursal delays

SAVINGS PLUS ACCOUNT:

Features and benefits Special Privileges Free lifetime International Debit Card, Transfer funds through NEFT, Special intercity and multicity banking, 25% off relationship discount on purchase of gold on locker rental bars.

WOMENS SAVINGS ACCOUNT:

Features and benefits Special Privileges Free unlimited transactions at all HDFC Accidental death covers Rs 10 lakhs , banks ATMs & non HDFC banks accidental hospitalization covers Rs 1 domestic ATMs by using only HDFC lakh per annum , gold loan upto 1% bank debit card , easyshop womans discount on interest rate . advantage debit card with transaction limit of Rs 25000 per day for cash withdrawal and shopping limit of Rs 40,000 per day.

18

CHAPTER 3 RESEARCH METHODOLOGY

19

3.1 Statement of research problem:

PROBLEM DEFINITION: Human Resource is not able to sort out the problem, that why the performance is not coming even after giving the full marketing support. The communication technique and dealing with the customers is also a problem to the sales executives.

3.2 Objectives of research project:

RESEARCH OBJECTIVES :
This study was undertaken: 1) To study the details of services provided by HDFC bank Standard regarding saving bank account. 2) To analyze the factors that affect the customers decision regarding opening a saving account. 3) To study the customer preferences and pen down recommendations to improvise the banks business.

3.3 Research Design and Methodology:

TYPE OF DATA COLLECTED:
Data collected is of two types primary data and secondary data. Primary data is collected from direct sources for a specific purpose. Secondary data is that which is collected by indirect sources such as magazines, brochure, journals, newspapers etc. Primary Data Source: 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. Secondary Data Source: 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 companys database and website of the company.

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: Customers Sample Technique: convenience sampling Research Instrument: Structured Questionnaire.
20

SCOPE OF THE STUDY:

1) 2) 3) Understand various saving accounts of the bank. To consider the factors of customer for opening a saving accounts. To understand the mode of transaction most frequently avail by the customer.

SAMPLE SIZE:
My sample size for this project was 100 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 100 respondents.

TOOLS AND TECHNIQUES OF ANALYSIS :

1) 2) Statistical tools used : Percentage Analysis Method. Pie charts Tables Bar graphs Sampling Techniques used : The non probability sampling techniques has been used by the researcher.

RESEARCH LIMITATIONS:
Some of the limitations of the project are listed as below: 1. The time bound period is the major limitation in research projects. 2. As stipend, money was not given it was difficult to continue the project work. 3. The research is conducted in khanna city only. 4. To convince the people for a proper interviewing process is also difficult.

21

CHAPTER 4 DATA ANALYSIS AND INTERPRETATION

22

DATA ANALYSIS
This study is based on the sample of 100 persons and most of the people who were questioned were of 20 to 50 years of age. There were 55% males and 45% females that were questioned. 55% were of income level 15-25 thousand, 35% of 25-40 and 10% of above 40 thousand. Do you have a Saving Account? Table 1. Response Yes No No. of respondents 97 3 % 97% 3%

Source : Compiled from Primary Data Chart 1:

3%

97%

Yes

No

Interpretation: 97% respondents have the saving accounts and only 3% do not have saving account. This shows that most of the people are interested in opening a saving account for themselves and there lies a huge business of the bank in this field. Further the 3% people not having it serve to be the future prospects of the bank.

23

What is your Monthly Transaction in your account? Table 2. Monthly transactions 5-20 lakhs 20-40 lakhs 40 lakhs and above Total No. of respondents 28 59 13 100 % (percentage) 28% 59% 13% 100%

Source : Compiled from Primary Data Chart 2.

70% 60% 50% 40% 30% 20% 10%

Cha Interpretation 59% respondents gave their answer in 20-40 lakhs transactions, 28% respondents gave their answer in 05-20 lakhs transactions and 13% respondents gave their answer in 40 05Llakhs and 20L
20L - 40L above transactions. This shows that maximum people have their transactions between 20 to

Interpretation:

40L - Above

59% respondents gave their answer in 20-40 lakhs transactions, 28% respondents gave their answer in 05-20 lakhs transactions and 13% respondents gave their answer in 40 lakhs and
0%

above transactions. This shows that maximum people have their transactions between 20 to 40 lakh.

05L- 20L

20L - 40L

40L - Above

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In which Bank do you have your account? Table 3. Name of banks No. of respondents Kotak mahindra 3 HDFC 33 Co-operative 28 ICICI 5 Others 31 Source : Compiled from Primary Data % 3% 33% 28% 5% 31%

3% 31% 33%

5% 28%

K otak Mahindra H DF C C orporative IC IC I Others

Interpretation: 28% have saving account in co-operative, 3% in kotak Mahindra, 33% in HDFC, 5% in ICICI, and 31% in other or others. This shows that customers are going for government bank rather than private banks from where there seems more competition.

Which factors do you consider for opening a Savings Account? Table 4.

25

Response Minimum balance Accessibility Free cheque Others

No. of respondents 15 15 13 57

% 15% 15% 13% 57%

Source : Compiled from Primary Data Chart 4. 60 50 40 30 20 10 0

ac ce sib ili ty fre e ch eq ue ba lan ce ot he rs

Interpretation: Respondents gave their answer as 15% consider accessibility, 15% Minimum balance, 13 % Free cheque, and the rest 57% as others. This shows that banks should concentrate on providing better accessibility facilities to the customers to attract them.

Which mode of transaction do you avail of frequently? Table 5. Response No. of response %
26

m in

Pay order 12 DD 22 Cheque 76 Total 100 Source : Compiled from Primary Data Chart 5.

12 22 76 100

Pay Order, 12%

DD, 32%

Cheque, 76%

Cheque

DD

Pay Order

Interpretation: 12% Response in pay order, 32% like DD, and 76 % costumer want from cheque mode. Here we see that maximum people go for transaction through cheques. These are mainly those people that belong to business class and make transactions for that purpose.

Which types of transaction do you make? Table 6. Response Intercity No. of respondents 33 % 33
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Outside city Both Total

15 52 100

15 52 100

Source : Compiled from Primary Data Chart 6.

intercity outside city both

Interpretation: 33% account holder transaction intercity, 52 % Both, and 15% outside city. This shows that maximum people today go for both intercity and outside city transactions therefore schemes should be laid down keeping in mind convenience of the customers.

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Does your bank assist you in case of any problem? Table 7. Response Yes No Total No. of respondents 90 10 100 % 90 10 100

Source : Compiled from Primary Data Chart 7.

10%

90%

Yes

No

Interpretation: 90% say yes bank assists them in case of any problem, only 10% say no. this shows that customer satisfaction is still not achieved 100% and there is room for improvement in this segment. The bank should look for ways to improvise on this matter as this is of utmost importance.

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Do you want to open a saving account in HDFC bank? Table 8. Response No. of respondents Yes 80 No 15 Will think later 5 Source : Compiled from Primary Data Chart 8. % 80% 15% 5%

8 0 7 0 6 0 5 0 4 0 3 0 2 0 1 0 0 yes no think later

Interpretation. 80% of the respondents say they want to open a saving account in HDFC bank. 15% say they do not want to open a saving account in it while the rest 5% say they would think later. Of the large number of people that say that they want to open an account in HDFC not all of them are account in HDFC, hence it should be found out what are problems and issues they are facing and should be worked upon. This can effectively help increase the customer base.

Do you know clearly about HDFC savings account?

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Table 9. Response No. of respondents Yes 35 No 60 Cant say 5 Source : Compiled from Primary Data Chart 9. % 35% 60% 5%

60 50 40 30 20 10 0 yes no cant say

Interpretation. 35% of the people say that they know clearly about saving bank account, 60% say that they dont while 5% of them say that they cant say. Of the large number of people that say that they dont know clearly of the HDFC savings account, there are some who dont have their accounts in HDFC while some do have their accounts and yet lack in some aspects. The bank should work upon informing and explaining its special features in this area in a better way.

31

If yes, how did you come to know about it? Table 10. Response Advertisement Website Friends Others No. of respondents 22 12 35 31 % 22% 12% 35% 31%

Source : Compiled from Primary Data Chart 10.

40 35 30 25 20 15 10 5 0
ent m e is ert adv te bsi e w nds frie ers oth

Interpretation. 22% of the respondents say they came to know about it through advertisement, 12% of them got to know about it through website, 35% of them came to know about it by friends and the rest responded they came to know about it through some sources other than these. This shows that maximum promotion is through word of mouth, and almost equally through advertisements, however in small cities like this website promotion is not very effective.

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CHAPTER 5 FINDINGS AND RECOMMENDATIONS

5.1FINDINGS OF THE STUDY

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From the above study we have found that:1. Most of the respondents almost 97% respondents have the saving accounts while few of them who dont have it serve to be the untapped market that can be swept. 2. It can be seen here that most of the people have a monthly transaction of 20 to 40 lakh in their saving account while some of them come under the category of those who have a transaction of less than 20 lakh. 3. It is that one third of the people have their accounts in the HDFC bank while just few of them have their account in ICICI bank, the other private sector bank. 4. Most of the consider main factor while opening a saving bank account is minimum balance while some say accessibility and free cheque too. 5. Most of the people find cheque as the most preferable mode of transaction while some of them do go for DD and pay order too. It largely depends 6. Most of the people say that they deal frequently in both kinds of transactions- inter city and outside city. 7. Most of the people say that their bank does assist them in case of any problem hence it shows high level of satisfaction and difficulty in capturing new market. 8. Most of the people when asked reply in affirmative to wanting to open a saving account in HDFC bank. This includes both existing customers and the prospective ones. 9. When asked whether the people knew clearly about HDFC banks saving account, most of the people who are having an account in the bank replied in affirmative while others denied to have known clearly. This indicates towards banks upcoming responsibility to increase awareness among the people. 10. It is also seen that the two effective modes of advertisement in a small city are word of mouth marketing and advertisement on televisions.

5.2 RECOMMENDATIONS
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1. Contract Sales Executive (CSE) should be trained to explain the product features and its value added services to make customers product selection convenient. 2. Contract Sales Executive (CSE) should recommend right product to the right customer so as to ensure a high degree of satisfaction among the customer. 3. The bank needs to make people aware about there products and the basic benefits they can derive out of it. And also the differential features of its savings account as compared to other banks.70% of the people did not even know about the concept, benefits and features of its saving accounts. 4. The bank should also target small business unit for whom maintenance of the AQB is not a problem as this segment is not much penetrated. 5. Though the bank offers free doorstep banking once a day this fact is also not known to many customers or they still do not trust this service what ever the reason the bank can popularize this service to gain an edge over nationalized banks and Cooperative Banks. 6. Quality of service has been rated highly important by all demofigureic factors as a reason for banking with a particular bank, Standard Chartered needs to improve the services provided to its existing customers before attracting more in the future and use word of mouth as a promotional tool to increase the sales potential of its savings account.

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CHAPTER 6 CONCLUSION

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CONCLUSION
Almost all the Banks offer similar features and facilities with their Savings accounts. There are certain reasons for existing customers of Saving Account of any Bank to shift to another Bank. It is found that different people considered different reasons for opening a saving account. Different people availed of different modes of transaction, the most common and seemingly convenient being cheque. There are some people who say that their transactions are confined to within the city only while some say they have transactions only out of the city, but the maximum number of them have both kinds of transactions. It is good to see that promotion through all ways is working effectively may it be advertisement, website or word of mouth. However it is quite sad to know that when asked, most of the deny to be clearly knowledgeable of the saving account regarding its requirement, facilities and other propositions. This is the point where maximum focus should be laid. It has been found that till now there is no such bank that has swept away the major share of market pie, if in the coming future the bank lays down plans to spread awareness among the regarding its saving account and its unique proposition, and executes them effectively it would be highly beneficial for it.

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BIBLIOGRAPHY

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Books & authors:

Sontakki C.N. Marketing Management-Kalyani Publishers -3rd Revised Edition. Kothari.C.R-Reseach Methodology- Methods & Techniques- Vikas Publishing- 2 nd Edition.

News Papers:
Times of India Financial Express

Websites:
www.hdfcbank.com

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ANNEXURE

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QUESTIONNAIRE
Demographic Data:
Name of Respondent _________________________________ Contact No. _______________________ Gender Male Female Income group XXXXXXXXXXXXXXXXXX

Questions:
Q1. Do you have saving Account? Yes No

Q2. What is your monthly transaction in your account? 5-20 lakhs 20-40 lakhs 40 lakhs and above

Q3. In which bank do you have your account? ICICI HDFC Kotak Mahindra Bank Nationalized Other Banks

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Q4. Which Factors do you consider for opening a saving Account? Accessibility Minimum balance Free cheque Others

Q5. Which mode of transaction do you avail of frequently? Cheque DD Pay Order

Q6. What types of transactions do you make? Inter city Outside city Both (a) Yes yes No Will think later (b) No

Q7. Does your bank assist you in case of any problem? Q8. Do you want to open a saving account in HDFC bank?

Q9. Do you know clearly about HDFC savings account? Yes No Cant say

Q10. If yes how did you come to know about it? Advertisements Websites Friends Others Place__________________
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Date___________________

Signature___________________

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