1

ACKNOWLEDGMENTS

I would like to offer my sincere gratitude to various people, who directly

or indirectly have contributed in the development of this work and who
have influenced my thinking, behavior ad acts during the course of study.
I am indebted to Mr. ANUJ GARG (HOD) and Mr. Mohit Bansal Faculty,
for his support, co-operation and motivation provided to me during the
study. Many others had a direct or indirect by no means negligible
contribution in the completion of the project.
The project has been a learning experience for me and would not have
been possible without the support and guidance of the above mentioned
people. Needless to say, I alone remain responsible for any errors that
might have crept into the pages, despite of my best possible efforts to
avoid them.

TAJUDDIN
Roll No: 9556738

CERTIFICATE
This is to certify that the project titled A Study On Analysis Of HDFC
HOME LOAN WITH OTHER BANK , submitted by TAJUDDIN to I.P.

Degree College, Campus-II affliated from Chaudhary Charan Singh

Unviersity, Merrut in partial fulfillment of requirement for the award of
the BBA. Degree is an original piece of work carried out under my
guidance and may be submitted for evaluation.
The assistance rendered during the study has been duly acknowledged.
No part of this work has been submitted for any other degree.

Place: Bulandshahr
Dated:

Faculty Guide
Mr. Mohit Bansal

DECLARATION

I, Tajuddin hereby declares that the project work entitled A study on

Analysis of HDFC HOME LOAN WITH OTHER BANK, Submitted
to I.P. COLLEGE, CAMPUS-II,BSR is a record of an original work
done by me under the guidance of Mr. Mohit Bansal, Faculty.
To the best of our knowledge this project is genuine
.

Place:
Date:

Tajuddin
BBA-6th Semester

4
EXECUTIVE SUMMARY

The main objective of this finance project on comparison of home loan

scheme is to find out the tariff changes charges by other banks in comparison
to HDFC bank.
The aim of the study is to help HDFC to know where it lacks in loans and how
for the performance of other banks is better so that HDFC figure out the
common problems being faced by the customers while dealing in the loan
department so that further HDFC can improve its services and schemes
offered by them to their customers.

--

5
INDEX
CHAPTER 1
1.1

INTRODUCTION

1.2

OBJECTIVE OF STUDY

1.3

IMPORTANCE OF STUDY

1.4

RESEARCH MYTHODOLOGY

1-4

CHAPTER 2
2.1

HDFC

5-8

INTRODUCTION
COMPANY PROFILE
ABOUT THE PROJECT
ELIGIBILTY
2.2

ICICI BANK
INTRODUCTION
HISTORY

9-16

DOCUMENTS REQUIRED FOR SACTIONING LOAN

DISBURSTMENT
AMOUNT SANCTIONED, TENSURE, RATE OF
INTEREST
FEES, BENEFITS
2.3

PNB BANK
INTRODUCTION

17-21

HISTORY
DOCUMENTS NEEDED, SANCTION
SPEED,TENSURE, RATE OF INTERES
2.4

SBI
INTRODUCTION & HISTORY
SCHEMES PROVIDED BY SBI & ELIGIBLITY ,
CRITERIA AND DOCUMENTATION
PREPAYMENT & LATE PAYMENT CHARGES,
ELIGIBILITY

22-26

6
CHAPTER 3
27-33

THEORITICAL VIEW
3.1

LOAN AMOUNT , LOAN TENSURE, RATE OF

INTEREST,(HDFC)

3.2

SWOT ANALYSIS OF HOUSING FINANCE INDUSTRY

3.3

SWOT ANALYSIS OF HDFC HOME LOAN SCHEME

3.4

COMPARITIVE STATEMENT OF HOME LOAN

3.5

RECOMMENDATION
CHAPTER 4
DATA ANALYSIS AND INTERPRETATION

4.1

HDFC V/s ICICI RATE OF INTEREST LAST 5 YEARS

HDFC V/s SBI RATE OF INTEREST LAST 5 YEARS
HDFC V/s PNB RATE OF INTEREST LAST 5 YEARS

4.2
4.3
4.4

HDFC V/s ICICI V/s SBI V/s PNB HOME LOAN AGE
LIMIT
HDFC V/s ICICI V/s SBI V/s PNB TENSURE OF LOAN
HDFC V/s ICICI V/s SBI V/s PNB NO OF DAYS FOR

4.5

DISBURSEMENT
HDFC V/s ICICI V/s SBI V/s PNB CUSTOMERS FROM

4.6

DIFFERENT LEVEL(CLASS)
HDFC V/s ICICI V/s SBI V/s PNB DEFAULTERS AND

4.7

REGULAR PAYEE
PERCEPTION OF SERVICE AND PRODUCT

4.8

INTRODUCED BY HDFC V/s ICICI V/s PNB V/s SBI

THINGS THAT ATTRACTED CUSTOMERS TO HDFC

4.9
4.10
4.11
4.12
4.13
4.14

PRODUCT USED BY CUSTOMER

BEST SERVICE OF HDFC BANK
BEST EXTRA SERVICE OF HDFC BANK
RELATIONSHIP PERCENTAGE OF HDFC BANK
AWARENESS OF NEW PRODUCTS AND SERVICE
SATISFIED WITH THE DEALING OF BANK
CHAPTER 5

5.1

CONCLUSION

34-56

7
5.2

BIBLOGRAPHY

57-58

CHAPTER 6
59-62
6

ANNEXURE

8
PREFACE
Modern organizations are highly complex ad dynamics systems. They operate
under very turbulent social economic and political environment. They are
required to reconcile several incompatible goals. Conflicting roles and
divergent interest they are also fraught with the use risk and uncertainties,
hence tactful management of such organization to plan to execute guide,
coordination and control the performance of people to achieve predetermined
goals. Management has to keep the organization vibrant moving and in
equilibrium. It has to achieve goal which themselves are changing it is
therefore a problem highly complex and ticklish.
This information will be asset to marketing manager in making effective
decisions. The researches are used to acquire and analyze information and to
make suggestions to management as to how marketing problems should be
solved.
The objective of this project is to enable the students to understand the
application of the academics in the real business life. I am fully confident that
this project report will be extremely useful to the management.

CHAPTER 1

1.1 INTRODUCTION
The roof over ones head and ground beneath ones feet count as the bare
necessities of life. Theres nothing quite like owing a home, however humble
to give that warm and glowing feeling. But when one buys a home, one has
much more than a feel good purchase in mind! Its also a crucial investment
decision, perhaps the biggest spending decision of ones life. There are ample
opportunities today for young salaried investors to plan their moves early and
buy a house at right time- and at right price. In the process, not only do they
fulfill that cherished dream of owing a house, but also put themselves on the
path to acquiring property that would meet the needs and aspirations of their
growing family, even as it leads to wealth creation. Every individual aspires to
own a home. But many either spend a lifetime saving to purchase a house or
exhaust money on monthly house rents.
Take a house loan and let the monthly rent (easily converted into
affordable

EMIs)

build

dream

home.

10
1.2 OBJECTIVE OF THE STUDY:
To study the main objective is to find out the tariff changes charges by
other banks in comparison to HDFC bank.
The overall demand in the residential sector as grown by about 7-8%
in past few months as compared to the same period last year
To study the variety of loan as compared to other banks, as they
should promote their bank loan in agriculture and rural sector with
minimum documentation.
There should be easy repayment schedule which would help the
HDFC bank to make their recognize itself in financial.

1.3 IMPORTANCE OF STUDY :

The study is to help HDFC to know where it lack in loans, performance
and other facilities as compare to other banks and figure out the
problem faced by the customer while transaction.
Comparision of loan schemes with four banks HDFC, ICICI, SBI and
PNB.
To promote their other facilities or extra service provided by HDFC
Bank
To reduce the documentation while opening A/c or while loan
disbursement

1.4 RESEARCH MYTHODOLOGY

11
Research methodology is an important part of every project. Because it helps
in knowing how to select the representative sample from the world or the
general population, the right research tools and techniques to complete the
research.
The study of the consumer behavior is important because he is the king. The
research process is based upon survey method, so in order we go to service
provider and services user which is the customers.
The research involves the following steps:
Define the problem and research objective: The problem and
objective is to assess the services offered by the various service
providers and what the customer wants.
Developing the research plan: The second stage of the research
methodology is to develop a research plan. The research plan
designed to take the decision on the data sources, research
approaches, research instruments, sampling plan and contact
methods.
Survey research: It was a descriptive research.
Research instrument: The use of an effective research instrument is
very important because through this instrument we collect data in this
project through observations and personal interview were conducted.
Personal interview: as we were doing direct selling we interacted with
my customers and asked about their views in selecting a service and
what are their wants and expectations from a service provider.
Sampling plan: After finalizing the research approach and instruments
a sampling must be designed.
Sampling unit: Different Proffessional, Charted Accounts, Tax
consultants, Lawyer, Business man, Professionals And Housewives.
Sampling Technique: Random sampling.
Research Instrument: Structured Questionnare.
Contact Method: Personal Interview.

12
Sampling size: My sample size for this Project was 200 respondents.
Since it was impossible to cover the whole universe in the available
period time.
Sampling procedure: what process should be used to collect the
sample. So, representation sample, convenience sampling is used.
Collect the information: After completing all the steps, the data are
collected from different sources.
Analyze the information: After the data is collected they are analyzed
to know the findings. The data is then tabulated to develop the
frequency distribution.
Present the findings: As the last step, the findings are presented that
are relevant to the major marketing decisions.

CHAPTER 2
2.1 HDFC BANK
INTRODUCTION

13
HDFC (Home Development Finance Corporation) Home Loan, India have
been serving the people for around 3 decades and providing various housing
loan according to their varied needs at attractive and reasonable interest
rates. Owing to their wide network of financing, HDFC Home Loans provide
services at doorstep and helps you find a home as per your requirements.
COMPANY PROFILE
HDFC Limited founded in 1997 by Ravi Maurya and Hansmukh bhai Parekh,
is an Indian NBFS focusing on home loans. HDFC operates through almost
450 locations throughout the country with its corporate head quarters in
Mumbai, India. HDFC also has an international office in Dubai, UAE with
service associates in Kuwait. HDFC is the largest housing company in India
for the last 27 years.
HDFC was amongst the first to receive an in principal approval from RBI to
set up a bank in the private sector, as a part of the RBIs liberalization of the
Indian banking industry. It was incorporated on 30 th august 1994 in the name
of HDFC Bank Limited, with its registration office in Mumbai. HDFC began its
operations as a scheduled commercial bank on 16 th January 1995.

ABOUT THE PROJECT

This project is based on the study of Comaprision of home loan schemes of
HDFC with other banks. An insight view of the project will encompass- what it
is all about , what it aims to achieve, what is its purpose and scope , the
various methods used for collecting data and their sources, including

14
literature survey done, further specifying the limitation of our study and in the
last drawing inferences from the learning so far.
This project tires to evaluate how the Home loan schemes and procedure are
done in HDFC bank through their loan procedure, rate of interest as
compared

to

other

banks,

duration

of

home

loan

disburstment,

documentation procedure while opening account.

Primary Data :- All the people from different professions were
personally visited and interviewed. They were the main source of
primary data. The method of collecting primary data was direct
personal

interview through a structured questionnaire.

Secondary Data :- It was collected from the internal sources. The

secondary data was collected on the basis of organization files,
newspaper, official

records, magazines and the website of the

company.

HDFC LOAN SCHEME PURPOSE

HDFC Limited offers loans for the following purposes:
Land purchase
Home construction/purchase
Home extension
Home improvement loans
Short-term bridge loans
Non-resident premises loans for professionals.
DOCUMENTS REQUIRED FOR HDFC HOME LOAN
SALARIED CUSTOMER

SELF EMPLOYED
PROFESSIONALS

Application
photograph

form

with

Application
photograph

form

SELF

EMPLOYED

BUSINESS
with

Application
photograph

form

with

15
Identity

and

Residence

Identity

and

Proof

Proof

Latest Salary-slip

Education

Form 16

Residence

Identity

and

Residence

Proof
Qualifications

Education

Qualifications

Certificate and Proof of

Certificate and Proof of

business existence
Last 3 years Income Tax

business existence
Business profile

returns (self and business

Last

months

statements

bank

Last 3 years Profit /Loss

Last 3 years Income Tax

and Balance Sheet

returns (self and business)

Last 3 years Profit /Loss

Processing fee cheque

Last

months

bank

and Balance Sheet

Last 6 months

statements

statements

Processing fee cheque

business)

(self

Processing fee cheque

ELIGIBILITY
The repayment capacity as determined by the HDFC will help in deciding how
much we can borrow (the cost of the property or Rs.1crore whichever is
lower). Repayment capacity takes into consideration factors such as income,
age, qualifications, number of dependents, spouses income, assets,
liabilities, stability and continuity of occupation and saving history. And, of
course, HDFCs main concern is to make sure you can comfortably repay the
amount you borrowed
FEE:
A processing fee of 0.5% of the loan amount applied for rs.5 per rs.1000 of
the loan applied for is payable when the application form is submitted to
HDFC. This fee is in the respect of costs incidental to the application. For
example:

bank
and

16

Loan applied for

Fees

Rs.20000

Rs.100

Rs.100000

Rs. 500

On approval of the loan, a loan offer is made to you on acceptance of the

offer. You have to pay an administrative fee of Rs.0.5% of the loan approved.
You can also pay the processing fee and administrative fee upfront i.e. 1% of
the loan at the time of submission of the loan application itself. This fee is in
respect of the costs incidental to the application. Taxes as applicable will be
charged on the fees collected.
CHARGES:
For Fixed Rate Home Loan (FRHL) an early redemption charge of 2% of the
amount being prepaid is payable, if the amount being repaid is more than
25% of the opening balance. However under Adjustable Rate Home Loan
(ARHL) option early redemption charges of 2% is payable only in case of
commercial refinance. You may be required to submit the copies of your Bank
Statements or any other documents that HDFC deems necessary to verify the
source of prepayment.
You can make payment for fees and charges by cheque marked payees
account only drawn on a bank in a city where HDFC has an office or by
demand draft (payable at par to HDFC).

2.1 ICICI HOME FINANACE COMPANY LTD

Consumer friendly housing finance company

17

INTRODUCTION

ICICI Bank is an Indian multinational banking and financial services company

headquartered in Vadodara. As of 2014 it is the second largest bank in India
in terms of assets and market capitalization. It offers a wide range of banking
products and financial services for corporate and retail customers through a
variety of delivery channels and specialized subsidiaries in the areas
ofinvestment banking, life, non-life insurance, venture capital and asset
management. The Bank has a network of 3,800 branches and 11,162 ATMs in
India, and has a presence in 19 countries.
ICICI Bank is one of the Big Four banks of India, along with State Bank of
India, Punjab National Bank and HDFC. The bank has subsidiaries in the
United Kingdom, Russia, and Canada; branches in United States, Singapore,
Bahrain, Hong Kong, Sri Lanka, Qatar and Dubai International Finance
Centre; and representative offices in United Arab Emirates, China, South
Africa, Bangladesh, Thailand, Malaysia and Indonesia. The company's UK
subsidiary has also established branches in Belgium and Germany.
In March 2013, Operation Red Spider showed high-ranking officials and some
employees of ICICI Bank involved in money laundering. After
a government inquiry, ICICI Bank suspended 18 employees and faced
penalties from the Reserve Bank of India in relation to the activity.

HISTORY

ICICI Bank was established by the Industrial Credit and Investment

Corporation of India (ICICI), an Indian financial institution, as a wholly

18
owned subsidiary in 1994. The parent company was formed in 1955 as a
joint-venture of the World Bank, India's public-sector banks and public-sector
insurance companies to provide project financing to Indian industry. The bank
was initially known as the Industrial Credit and Investment Corporation of
India Bank, before it changed its name to the abbreviated ICICI Bank. The
parent company was later merged with the bank.
ICICI Bank launched internet banking operations in 1998.
ICICI's shareholding in ICICI Bank was reduced to 46 percent, through a
public offering of shares in India in 1998, followed by an equity offering in the
form of American Depositary Receipts on the NYSE in 2000. ICICI Bank
acquired the Bank of Madura Limited in an all-stock deal in 2001 and sold
additional stakes to institutional investors during 2001-02.
In the 1990s, ICICI transformed its business from a development financial
institution offering only project finance to a diversified financial services group,
offering a wide variety of products and services, both directly and through a
number of subsidiaries and affiliates like ICICI Bank. In 1999, ICICI become
the first Indian company and the first bank or financial institution from nonJapan Asia to be listed on the NYSE.
In 2000, ICICI Bank became the first Indian bank to list on the New York Stock
Exchange with its five million American depository shares issue generating a
demand book 13 times the offer size.
In October 2001, the Boards of Directors of ICICI and ICICI Bank approved
the merger of ICICI and two of its wholly owned retail finance subsidiaries,
ICICI Personal Financial Services Limited and ICICI Capital Services Limited,
with ICICI Bank. The merger was approved by shareholders of ICICI and
ICICI Bank in January 2002, by the High Court of Gujarat at Ahmedabad in
March 2002 and by the High Court of Judicature at Mumbai and the Reserve
Bank of India in April 2002.

19
In 2008, following the 2008 financial crisis, customers rushed to ICICI ATMs
and branches in some locations due to rumours of adverse financial position
of ICICI Bank. The Reserve Bank of India issued a clarification on the
financial strength of ICICI Bank to dispel the rumours.

DOCUMENTS REQUIRED FOR SANCTION HOME LOAN

ICICI Bank Home Loans, Indias leading Home Loans Provider, offers
attractive interest rates and unbeatable benefits to ensure that you get the
best deal. Keeping your convenience in consideration, we ask you for minimal
mandatory documents for the sanctioning of your home loan, to keep the
process totally hassle-free.

HOME LOAN
1) Customer must be at 21 year of age when the loan is sanctioned.
2) The loan must terminate before or when you twin 65 year of age or before
retirement,Whichever is earlier.
3) Customer must be employed or self employed with regular source of
income

20

We require the following documents to sanction your home loan

Sanction Documents Completed application form
Photograph
Fee Cheque
Photo Identity Proof
Age Proof
Signature Verification Proof
Residence Address Proof
Document for the Salaried
Last 3 months Salary Slip
Form 16
Bank Statement for the last 6 months from Salary Account
Repayment Track record of existing loans / Loan closure letter

Document for the Self-employed

Income Tax Return / Computation of Total Income / Auditors Report / Balance
Sheet / Profit & Loss Account certified by Chartered Accountant for last 2
years (3 years for Home Equity) (both for business and personal of
partners/directors)
Bank statement for the last 6 months from operating account
Repayment Track record of existing loans / Loan closure letter
Board Resolution in case of a company
Proof of existence
Office Address Proof
Photo Identity Proof, Residence Address Proof, Signature Verification
Statement for all the main partners / directors.

21

DISBURSEMENT
Customer loan will be disbursed after you identify & select the property or the
home that customer are purchasing and on their submission of the requisite
legal documents.
While the customer may be under impression that the list of documents asked
for it is rather extensive. Each and every single document asked for will be
verified & check to ensure their safety. This may take some time but the
banks want to ensure a clear title and will complete all the legal & technical
verification to ensure that they have full right to their home.
The 230 a clearance of the sellers or 371 clearance from the appropriate
income tax authorities (if applicable) is also needed on satisfactory
completion of above, on registration of conveyance deed and on the
investment of your own contribution, the loan amount (as warranted by the
stage of construction) will be disbursed by ICICI.
The disbursement will be in favor of the builder/seller.

At ICICI Bank Home Loans, we disburse the loan amount after you identify
and select the property or home that you are purchasing and submit the
requisite legal documents.
While you may be under the impression that the list of documents asked for is
rather extensive, please note that it is for your own good. Each and every
single document asked for will be verified and checked to ensure your safety.
This may take some time but we want to ensure a clear title and will complete
all the legal and technical verifications to ensure that you have full rights to
your home.
Your loan will be disbursed after you identify and select the property or home
that you are purchasing and on your submission of the requisite legal
documents.

22
The 230 A Clearance of the seller and / or 37I clearance from the appropriate
income tax authorities (if applicable) is also needed.
On satisfactory completion of the above, on registration of the conveyance
deed and on the investment of your own contribution, the loan amount (as
warranted by the stage of construction) will be disbursed by ICICI Bank
Property documents (as per P&D for respective states and as asked by
empanelled lawyers for individual cases)
Facility Agreement
Disbursal Request Form
Cheque Submission Form for Pre EMI and EMI cheques
ECS or Auto Debit for ICICI Bank account holders or Post Dated Cheques for
EMI / Pre EMI
Personal Guarantors Documents (PG Form, Photograph, Identity Proof,
Address Proof, Signature Verification and Income documents, if applicable)
In case of property is owned by a company
Memorandum of Entry
Form 8
NOC
AMOUNT
This largely depend on a no. of facts like ones age ,profession, salary, the city
one reside is among other such factors. it varies between 2.1lakh to 1crore
depending on the lender- as the rule of the thumb, depending on HFC one
have to cough up 15% - 20% of the loan amount as the down payment. For
smaller amount, this may not be much. But for figure remaining into lakh this
could make loads of difference. For e.g. an apartment of costing Rs 10 lakh
may get 85% financing, so one will have to arrange for remaining Rs 15 lakh.
If one takes this into amount the additional thousands will definitely put a
strain on ones finances

23

TENURE

Generally the maximum tenure of home loans is 15 years, with a few lenders
offering tenure of 20 years or more. ICICI offers 15 year loan. The longer the
tenure, the more one pay in total interest but ones monthly payment will be
less. So depending ones earning potential & bank balance one can choose an
appropriate tenure.

INTEREST RATE

Without doubt the most important parameter to factor into ones calculations.
The interest rates may vary from institution to institution. Repayment is in the
form of EMIs (equated monthly installment). The longer the tenure, the more
one pays in interest, but ones monthly payment will be less.

Tenure

Interest Type

15 -20
10 -15
5 - 10
1-5
1-5
5 - 10
10 - 15
15 - 20

Fixed
Fixed
Fixed
Fixed
Floating
Floating
Floating
Floating

Interest Rate
13.75 %
16 %
16 %
16 %
16 %
11.25 %
16 %
16 %

24
PROCESSING FEES
It is the fee payable to the lender on applying for a loan. It is either a fixed
amount not linked to the loan or may be a percent of the loan amunt. The loan
amount received by you can be less than processing fee

BENEFITS
Some of our key benefits are:
Guidance through out the process
Home loan amounts suited to your needs
Home Loan tenure upto 20 years
Simplified documentation
Doorstep delivery of home loan papers
Sanction approval without having selected a property.
Free Personal Accident Insurance (Terms & Conditions)
Insurance options for your home loan at attractive premium

25

2.3 PUNJAB NATIONAL BANK

INTRODUCTION
PNB has over 4500 branches and offices bringing the Punjab National Bank
to your doorstep. Around 2400 offices come under the network of Centralized
Banking Solution or CBS. A need for centralized banking system prompted
PNB to go computerized and what followed was the establishment of CBS in
Punjab National Bank branches in all the leading cities like Delhi, Pune,
Chennai,

Mumbai,

Ahmedabad,

Chandigarh,

Gurgaon,

Hyderabad,

Jalandhar, Kolkata, Ludhiana, Nodal and Bangalore. Internet Banking

Services are provided to all customers in the CBS branches. A branch and
ATM locator is also available on the official website of Punjab National Bank.
For an overview of the annual report or the bank profile, the site can be
resourceful. The website also provides info on the careers and recruitments at
PNB and the exam results. The careers at nationalized banks like PNB are
the most sought after one and candidates are selected on the basis of their
exam result. PNB topped the Best Paying Commercial Bank category with an
overall rating of 87.45% as evaluated by the SSS Retirement, Death &
Funeral Benefits Program.

26

PNB HISTORY
Punjab National Bank of India was established by Lala Lajpat Rai in the preindependence India in 1895 in Punjab, with Lahore as its head office. Today it
is the second largest public sector bank in India. It was nationalized in 1969
along with 13 other major commercial banks. The privatization started in 1989
when 30 per cent of its shares were offered to the public and it was listed on
the stock exchange.In 1992, PNB became the first Philippine bank to reach
P100 billion in assets. Later that year, privatization continued with a second
public offering of its shares. In August 2005, PNB was fully privatized. The
joint sale by the Philippine government and the Lucio Tan Group of the 67%
stake in PNB was completed within the third quarter of 2005. The Lucio Tan
Group exercised its right to match the P 43.77 per share bid offered by a
competitor and purchased the shares owned by the government. The
completion of sale is expected to speed up the development of PNBs
franchise and operational competitiveness.
Today, State Bank of India (SBI) has spread its arms around the world and
has a network of branches spanning all time zones. SBI's International
Banking Group delivers the full range of cross-border finance solutions
through its four wings - the Domestic division, the Foreign Offices division, the
Foreign Department and the International Services division.

27

DOCUMENTS NEEDED
1. Proof of identity
2. Proof of income
3. Proof of residence
4. Bank statement or Pass Book where salary or income is credited.
5. Education Certificate
6. Photos
7. Salary slips & form 16
8. Income tax return last 3 years along with balance sheets.
9. Assets liabilities statements.
10. Documents of property.
11. Estimate of construction.
12. Guarantor

SPEED OF SANCTION OF LOAN :The loan will be sanctioned within 7 working days.

28

TENURE:You can repay the loan over a maximum period of 25 years under both FRHL
and ARHL in SBI . Repayment will not ordinarily extend beyond your age of
retirement (if you are employed) or on your reaching 65 years of age,
whichever is earlier.

RATE OF INTEREST
Fixed
For

Option

repayment for loans(Upto

period

20

ii) Above 5 & upto

10 years
iii) Above 10 & upto
20 years
iv) Above 20 yrs &
upto 25 yrs.

for

Option

Floating
for Option

20

20

lac)

lac)

lac)

9.25

10.00

8.75

9.50

10.00

10.25

9.00

9.50

9.25

9.75

9.50

10.00

10.50
10.75

for

loans(Above loans(Upto loans(Above

20

lac)
i) Upto 5 years

Fixed Option Floating

10.75

11.00

The interest rate can be fixed or floating

Option can be changed from fixed to floating and vice versa with flat charges
of 2% fee on balance outstanding.

29
Fixed interest rate be reset after a block of 5 year in respect of loans
disbursed on or after 1.08.2006
DOCUMENTATION CHARGES
Rs. 1350 + Service Tax
Pre payment charges
Balance

2%

Transfer

Charges

(incase of refinance)

Part-payment Charges
Switching

2%
Nil

Charges

(Fixed to Floating or vice-a-versa)

Nil

UPFRONT FEE
For loans up to Rs. 300 lacs = 0.50% of the loan amount with a cap of Rs.
20,000/For loans above Rs. 300 lacs =0.90% of the loan amount

DISBURSEMENT FOR HOME LOAN

a. For outright purchase of house/flat, the loan amount will be paid in
lump sum to the vendor.
b. For house/flat under construction, the loan amount will be dispersed in
stages as per progress of construction/demand by selling agency.

30

2.4 STATE BANK OF INDIA

INTRODUCTION
State Bank of India (SBI) is India's largest commercial bank. SBI has a vast
domestic network of over 9000 branches (approximately 14% of all bank
branches) and commands one-fifth of deposits and loans of all scheduled
commercial banks in India. The State Bank Group includes a network of eight
banking subsidiaries and several non-banking subsidiaries offering merchant
banking services, fund management, factoring services, primary dealership in
government securities, credit cards and insurance. The eight banking
subsidiaries are: State Bank of Bikaner and Jaipur (SBBJ),State Bank of

31
Hyderabad (SBH).State Bank of India (SBI),State Bank of 13 Indore
(SBIR),State Bank of Mysore (SBM),State Bank of Patiala (SBP),State Bank
of Saurashtra (SBS) and State Bank of Travancore (SBT). Today, State Bank
of India (SBI) has spread its arms around the world and has a network of
branches spanning all time zones. SBI's International Banking Group delivers
the full range of cross-border finance solutions through its four wings - the
Domestic division, the Foreign Offices division, the Foreign Department and
the International Services division.

HISTORY
The origins of State Bank of India date back to 1806 when the Bank of
Calcutta (later called the Bank of Bengal) was established. In 1921, the Bank
of Bengal and two other Presidency banks (Bank of Madras and Bank of
Bombay) were amalgamated to form the Imperial Bank of India. In 1955, the
controlling interest in the Imperial Bank of India was acquired by the Reserve
Bank of India and the State Bank of India (SBI) came into existence by an act
of Parliament as successor to the Imperial Bank of India.
Today, State Bank of India (SBI) has spread its arms around the world and
has a network of branches spanning all time zones. SBI's International

32
Banking Group delivers the full range of cross-border finance solutions
through its four wings - the Domestic division, the Foreign Offices division, the
Foreign Department and the International Services division.
Main SBI Home Loan Schemes
SBI Realty : Purchase of plot of land
SBI Optima : Loan to existing home loan borrowers
SBI Green Home Loan : For homes that fight against the adverse
climate change, SBI offers 0.25% concession in interest rate and
waiver of processing fees
SBI Flexi : Combination of floating and fixed interest rate, in a pre
determined ratio
NRI Home Loans : Loans for NRIs and PIOs
SBI Freedom : Pledging other financial security than mortgaging the
house
SBI Max Gain : Operate your home loan account like your SB or
CurrenAccount

SCHEMES PROVIDED
DOCUMENTATION

BY SBI &

ELIGIBLITY ,

CRITERIA AND

33

Age
Income
Loan

Amount

Offered
Tenure
Current
Experience

Salaried
21years to 60years
Rs.1,20,000 (p.a.)

Self employed
21years to 70years
Rs.2,00,000 (p.a.)

5,00,000 - 1,00,00000

5,00,000 - 2,00,00000

5years-20years

5years-20years

2years

3years

1) Application form with 1)

photograph

Application

form

with

photograph

2) Identity & residence 2) Identity & residence proof

proof

3)

Education

qualifications

3) Last 3 months salary certificate & proof of business

Documentation

slip

existence

4)

Form

16 4)

Business

profile,

5) Last 6 months bank 5) Last 3 years profit/loss &

salaried
statements
6)

Processing

cheque

credit balance
6)

Last

sheet
6

months

bank

fee statements
7) Processing fee cheque

YEAR 1 8% FIXED .
YEAR 2 & 3 9% FIXED.
YEAR 4 ONWARDS FOR LOAN UP TO 50 LAKHS 9.25% FLOATING.
FOR LOAN OVER 50 LAKHS 9.75% FLOATING.

PREPAYMENT CHARGES
If paid from own source- Nil, In other cases- 2% on principal amount prepaid

34

LATE PAYMENT CHARGES

If paid from own source- Nil, In other cases- 2% on principal amount prepaid
PROCESSING FEE
FEES

RUPEE
S

Upto 5 lakh

Rs. 1000

5lakh-10lakh

Rs. 2000

10lakh-20lakh

Rs 5000

20lakh-50lakh

Rs. 7000

50lakh-1crore

Rs. 8000

1crore-5crore

Rs.10,000

Above 5 crore

Rs.20,000

ELIGIBILITY

35
The minimum age of the applicant is 18 years, on the date of the sanction of
the loan. The maximum age limit for a Home Loan applicant is 70 years. It is
the maximum age limit, within which the loan should be fully repaid. The
applicant should consist of sufficient, regular and continuous source of
income for repaying the loan.
SCHEMES PROVIDED BY SBI
The Most Preferred Home Loan provider SBI Bank offers a Home Loan with
Attractive Interest Rates with Latest Schemes and Benefits. SBI also provides
a

Housing

loan

with

different

schemes.

1. SBI Easy Home Loan

2. SBI Advantage Home Loan
3. SBI Housing Finance Scheme
4. SBI Happy Home Loans
5. SBI Life Style Loan
6. SBI Green Home Loan
7. SBI Home Plus
8. SBI Home Line
9. SBI MY HOME CAMPAIGN

CHAPTER 3
THEORITICAL VIEW

Schemes

Are:-

36

LOAN AMOUNT OF HDFC

You can avail of maximum of up to 85% of the cost of the property, including
the cost of the land.
LOAN TENURE
You can repay the loan over a maximum period of 20 years under both FRHL
and ARHL. Repayment will not ordinarily extend beyond your age of
retirement (if you are employed) or on your reaching 65 years of age,
whichever is earlier. However, HDFC will endeavor to determine the
repayment period to suit your convenience.
RATE OF INTEREST
The rate of interest of HDFC is 8.75%.under the monthly rest option, interest
is calculated on monthly rests. Principal repayment is credited at the end of
every month.
At HDFC you have the choice between the normal FRHL and the innovative
ARHL. Alternatively you can also avail the part of the loan under FRHL and
balance under ARHL.
HDFC also offers you the option to switch between schemes for the nominal
fee. Interest rates on ARHL will be linked to HDFCs Retail Prime Lending
Rate (RPLR) which currently is 13.75% .The rate on your loan will be revised
every three months from the date of first disbursement, if there is a change in
RPLR, i.e. the interest rate on your loan may change. However, the EMI on
the home loan disbursed will not change. (if the interest rate increases, the
interest component in an EMI will increase and the principal component will
reduce, resulting in an extension of the term of the loan, and vice versa when
the interest rate decreases).customer will be provided with an annual
statement indicating the details of the interest and principal payment made
during the year.

37

Upto and including Rs 30 lakhs 10.25% - 10.75 %

Above Rs 30 lakhs 10.50%- 11.00 %

3.2 SWOT ANALYSIS OF HOUSING FINANCE INDUSTRY

STRENGTHS :1) The industry has been witnessing very fast growth rate, which is 6%
growth in the first
2) Quarter of 2002-2003 as against 3-5% growth recorded in the first
quarter of 2001-2002
3) The market faces a high demand curve, thoroughly mismatched by a
low supply curve
4) Investment is based in assets that are securities & those that have
historically appreciate rapidly.
5) Tax benefit & other facilities provided on loan repayments.
WEEKNESSES :1) The foreclosure rules of court of law such as provision regarding the
ownership of not more than one house (in Delhi) binds the industry.
2) The healthy of an HFC depend upon its ability to mob up low cost
funds.
3) AN HFC is unable to tap the rural market due to lack of proper retrieval
procedures so whilst
4) The rural market offers a higher rate of return; it has a higher risk &
default rate.
5) Many legal impendent exist, deferring purchase of certain types of
property beyond a
6) Certain extent thereby negatively impacting weak mortgage laws,
resulting in an increase in risk compo ending

38
OPPORTUNITIES
1) The housing industry faces a severe shortage of houses. The total
demand for houses is Expected to touch around 19.40 million units by
the year 2003 of these 12.8 million
2) Dwelling units (65-98%) would be in rural areas & 6.6 millions dwelling
units (34.02%) in urban areas.
3) While the loan facility is backed by the security of property this sector
represent a low margin But on the low margin but on the same line low
risk segment. The address this
4) Market the ones lies on the HFCS to device bold & innovative
alternatives like

mortgage Based securities use of method such as

door to door collection of installments assessing the Creditworthiness

of the prospective client and providing for group securities.
5) The roles of NHB in refinancing & providing regulation of housing
finance system.
6) The governments initiatives to promote the sector & its contribution in
uplifting the sector.

THREATS
The industry faces increased competition as more & more foreign
backs & Housing

Finance Companies are providing loan facility.

3.3 SWOT ANALYSIS OF HDFC HOME FINANACE

39
STRENGTH
1) Save substantial interest.
2) Prepay whenever the customer.
3) Reduce their loan outstanding.
4) Access the surplus finds anytime.
5) Use surplus funds to invest when the right opportunities arises.
WEAKNESS
Product is very good but it is mainly suitable for higher income group & is not
suitable for the Middle income group
OPPORTUNITIES
There is ample scope for financing flats & apartments for the salaried class in
the higher income Group.
THREATS
1) Nationalized banks like SBI, Union Bank, PNB.
2) Private Banks likes HDFC & standard chartered & Citi Bank with its home
credit scheme.

3..4 COMPARITIVE STATEMENT OF HOME LOAN

40

PARTICULARS

HDFC

ICICI

PNB

SBI

ROI(FIXED)

14%

1-5Yrs. -16%

Up

5-10Yrs.-

9.25% (up to 20

Year 2 & 3 -

16%

lakh)

9%

10-15Yrs.-

&

16%

10% (above 20

15-20Yrs-

lakh)

to

5yrs-

Year 1 - 8%

13.75%
5 to 10yrs-10%
(up to 20 lakh)
&
10.25% (above
20 lakh )
10 to 20 yrs10.50% (up to
20 lakh)
&
10.75% (above
ROI(FLOATING)

Up to 30lakh-

1 - 5 Yrs.- 16

20 lakh)
Up to

8.75%

8.75% (up to 20

5 - 10 Yrs.-

lakh)

50lakh-9%

11.25 %

&

Above50lakh

10 - 15 Yrs.-

9.50%

-9.25%

16 %

20 lakh)

30

lakh-

5yrs-

onwards -

(above

9.25%
over

5 to10yrs-9%
(up to 20 lakh)
&
9.50%(above
20 lakh )

up to 50 lakh-

15 - 20 Yrs16 %

Year

50

lakhs-9.75%

41
10

to20yrs-

9.25% (up to 20
lakh)
&
9.75%

(above

20 lakh)

PROCESSING

0.5%

0.5%

0.5%

0.5%

FEE
PENALTY
TENURE
MINIMUM AGE
MAXIMUM AGE

2%
25 years
21
60

2%
15 years
25
55

2%
20 years
25
55

2%
25 years
25
55

3.5 RECOMMENDATION
The following suggestions are strongly recommended:
To broaden the customer base the vast middle income strata should be
fully exploited.
Simplify the procedure, reduce service charges & demand only the
basic essential proof.

42
Most banks are reluctant to advance loan to the service class. E.g. law
years, police officers etc. this aspect must be exploited.
Adoption of flexible & more lenient penalty should the
Customer fails to deposit the payment on time. The penalty should be
case to case basis rather than the same for the entire customer base.
Restriction to be reduced to bare minimum for loan advances & for
repayment. For e.g. offers Long term repayment facilities & have no
age restriction to choosing repayment. The maximum age for
repayment could be increase to 65-70 years of age. Such facility will
grow fast retail segment of the bank.
Offer multiple repayment loans services. Class to be exploited by
offering special reduced
Rates & linking the repayment from the source where the pay cheque
to the employee is issued. This need to undergo special contract with
government organization to ensure implementation

CHAPTER 4
DATA ANALYSIS AND INTERPRETATION

4.1

HDFC V/s ICICI RATE OF INTEREST LAST 5 YEARS

(FLOATING)

43

NO OF

HDFC (RATE

ICICI (RATE

SBI (RATE OF

PNB (RATE

YEARS(LAST 5

OF

OF

INTEREST)

OF

YEARS)
2009-2010

INTEREST)
10.75%

INTEREST)
16.1%

9.79%

INTEREST)
11.15%

2010-2011

10.85%

15.25%

9.89%

11.85%

2011-2012

11.00%

14.85%

9.95%

12.20%

2012-2013

12.05%

13.85%

9.95%

12.50%

2013-2014

12.20%

12.75 %

9.98%

12.75%

X AXIS- NO OF YEARS
Y AXIS RATE OF INTEREST (%)

44

18
16
14
12
10
HDFC
8

Series 3
SBI
PNB

6
4
2
0
2009-2010

2010-2011

X axis Years
Y axis Rate of interest .

2011-2012

2012-2013

2013-2014

45

INTERPRETATION : In this Y axis is the rate of interest and X axis is the number of years,
as in this red is the HDFC bank and ICICI.
In this graph HDFC and ICICI bank has been compared with the
floating rate of interest of home loan
In last 5 years the rate of interest of both banks are fluctuating and thus
result increase and decrease in rate of interest
In the year 2009 the HDFC bank had 10.75 % of rate of interest,
whereas ICICI was 16.1% , in 2013-2014 HDFC were 12.20 % and
ICICI were 12.75%
Because of increasing rate of interest also HDFC attracts the customer
by
0.55 %
This results the rate of interest of HDFC is 0.55 % lower than ICICI
bank.
In last 5 years the rate of interest of both banks are fluctuating and thus
result increase and decrease in rate of interest
In the year 2009, the rate of interest of SBI was 9.79 % and HDFC was
10.75 % whereas in the year 2013 -2014 as the rate of interest
increase constantly the SBI manage to keep the rate of interest under
10.00% this result many of middle class and lower class people were
attracted to SBI.
Whereas HDFC were constanly increasing and at the end of 2013 the
rate of interest was 0.22 % that is 12.20 % interest and lose many of
customers
In last 5 years the rate of interest of both banks are fluctuating and thus
result increase and decrease in rate of interest
In the year 2009, the rate of interest of PNB was 11.15 % and HDFC
was 10.75 % whereas in the year 2013 -2014 as the rate of interest
increase constantly HDFC bank was 12.20% and PNB 12.75 %
This results in that HDFC try to manages to keep their old customer in
their hand and attracted their new customer by giving 0.55 % less
interest with their rival banks

4.2 HDFC V/s ICICI V/s SBI V/s PNB HOME LOAN AGE LIMIT

46

BANKS

21-26

35-45

45-60

HDFC

10%

15%

25%

ICICI

5%

40%

5%

SBI

30%

18%

2%

PNB

25%

15%

5%

40%
35%
30%
25%
21-26
20%

35-45
45-60

15%
10%
5%
0%
HDFC

X AXIS BANKS
Y AXIS- PERCENTAGE

INTERPRETATION :-

ICICI

SBI

PNB

47

In the above graph, the rate of interest of two banks have been
compared,
As Y axis indicates percentage and X axis indicates banks.
In the above graph all for banks give loan to a certain age limit where
all four banks have different age limit. : At the age of 21-26 HDFC had given loan 10%, ICICI 5% whereas SBI
and PNB have 30% and 25% respectively, In this age the SBI
considers the most because of their 20 years of loan tensure.
At the age of 35-45, HDFC had given 15%, ICICI 40%, whereas SBI
and PNB have 18% and 15% repectively, In this ICICI considers the
most because while sactioning the loan the sanctionnee should be
capable of paying the loan
At the age of 45-60, HDFC had given 25%, ICICI 5% whereas SBI 2%
and PNB 5% respectively, in this HDFC considers the most because at
this age no other comparative bank gives loan.

4.3

HDFC V/s ICICI V/s SBI V/s PNB TENSURE OF LOAN

48

BANKS
TENSURE

HDFC
25

ICICI
15

SBI
20

PNB
25

TENSURE
25
20
TENSURE

15
10
5
0
HDFC

ICICI

SBI

PNB

X AXIS BANKS
Y- AXIS NO OF YEARS
INTERPRETATION : In the above graph, the rate of interest of two banks have been
compared,
As Y axis indicates No of years and X axis indicates banks.
In above graph the banks are been compared by the duration of
repaying the loan.
In this HDFC and PNB have maximum tensure of 25 years whereas
SBI and ICICI have 15 and 20 years repectively.
The advantage of having long tensure is the monthly installment might
be less than shot tensure but, the rate of interest will 1.50% more than
normal rate of interest.
4.4 HDFC V/s ICICI V/s SBI V/s PNB NO OF DAYS FOR
DISBURSEMENT

49
(LOAN UPTO 50 LAKHS)
BANKS

HDFC

ICICI

SBI

PNB

NO OF DAYS FOR

20

30

45

25

DISBURSEMENT(LOA
N
UPTO 50 LAKHS)

No of day for disbursement(loan upto 50 lakhs)

50
No of day for
disbursement(loan upto
50 lakhs)

40
30
20
10
0
HDFC

ICICI

SBI

PNB

X AXIS- BANKS
Y AXIS NO OF DAYS
INTERPRETATION : In the above graph, the rate of interest of two banks have been
compared,
As Y axis indicates No of Days and X axis indicates banks.
In the above graph explain us about the number of days taken for
disbursement of the loan.
As in above table HDFC takes 20 days, ICICI 30 days, SBI 45 Days
whereas PNB 25 days
As a result due to less documentation and loan sanction in 5 mins for
home loan the HFDC is the only bank who takes less days for
disbursement of loan as compared to other four banks.

50
4.5

HDFC V/s ICICI V/s SBI V/s PNB CUSTOMERS FROM

DIFFERENT LEVEL(CLASS)
BANKS

LOWER

MIDDLE

HIGHER

HDFC
ICICI
SBI
PNB

CLASS(CUSTOMERS)
1%
5%
30%
15%

CLASS(CUSTOMERS)
19%
25%
15%
25%

CLASS(CUSTOMERS)
30%
20%
5%
10%

30%
25%
20%
Lower class

15%

middle class
Higher class

10%
5%
0%
HDFC

ICICI

SBI

PNB

X AXIS- BANKS
Y AXIS PERCENTAGE OF LOWER, MIDDLE & HIGHER LEVEL

INTERPRETATION :-

51
In the above graph, the rate of interest of two banks have been
compared,
As Y axis indicates percentage and X axis indicates banks.
As in the above graph it explains that the percent of customer that are
attracted towards these banks
As the customer attracts towards the banks because of their rate of
interest, in this case SBI had done a good job where they manage to
attract 30% out of 50% in lower level but in case other banks they do
not because of their high rate of interest.
In case of higher level of customer the people do get attracted, as they
have high interest in home loan in other hand their FD rate are higher
too.

4.6 HDFC V/s ICICI V/s SBI V/s PNB DEFAULTERS AND
REGULAR PAYEE

52
BANKS
HDFC
ICICI
SBI
PNB

DEFAULTERS
15%
25%
5%
16%

REGULAR PAYEE
35%
25%
45%
34%

45%
40%
35%
30%
25%

Defaulter
Regular Payee

20%
15%
10%
5%
0%
HDFC

ICICI

SBI

PNB

X AXIS- BANKS
Y AXIS PERCENATGE OF PAYEE AND DEFAULTERS

INTERPRETATION : In the above graph, the rate of interest of two banks have been
compared,

53
As Y axis indicates percentage and X axis indicates banks.
As in the above graph it explains the percentage of defaulter and
regular payee.
The defaulter takes place when the person Is not able to pay the
regular EMIs in that case ICICI have the most of 25 % because of high
rate of interest
Wherea the regular payee are those who pay the EMIs regularly in that
case SBI are at 5% because of low interest and long tensure.

4.7 PERCEPTION OF SERVICE AND PRODUCT INTRODUCED BY HDFC

V/s ICICI V/s PNB V/s SBI
HDFC

ICICI

SBI

PNB

54
LUCRATIVE

80%

70%

80%

65%

NOT

10%

15%

15%

20%

5%

15%

15%

15%

LUCRATIVE
NO IDEA

90%
80%
70%
60%

HDFC

50%

ICICI

40%

SBI

30%

PNB

20%
10%
0%
LUCRATIVE

NOT LUCRATIVE

NO IDEA

.
X AXIS PERCEPTION
Y AXIS PERCENTAGE
INTERPRETATION : In the above graph, the rate of interest of two banks have been
compared,
As Y axis indicates percentage and X axis perception.
HDFC and SBI have 80 % and ICICI 70%, PNB 65% are lucrative.
ICICI and SBI have 15% and HDFC 10 PNB 20 % not lucrative .
SBI, ICICI and PNB are 15% whereas HDFC 5%of no idea.
4.8 THINGS THAT ATTRACTED CUSTOMERS TO HDFC

55

70%
60%
50%
40%

PERCENTAGE

30%
20%
10%
0%
IMAGE

SERVICE

IMAGE
65%

PERCENTAGE

PRODUCT

SERVICE
25%

PRODUCT
10%

INTERPRETATION: In the above graph x axis is image, service and product and on Y axis
percentage.
In which people are attracted to image as its have a competitive image
in the market whereas service and the new products or the existing
product are 25 % and 10%
In this graph they come out with a firm percentage where they are
strong to be in this competitive market .

4.9 PRODUCT USED BY CUSTOMER

56

NAME
SAVING A/C
FIXED DEPOSIT A/C
CURRENT A/C
DEMAT A/C
LOAN
INSURANCE
MUTAUL FUNDS

HDFC(%)
9%
30%
5%
14%
25%
10%
5%

X AXIS PRODUCT OF HDFC

Y AXIS - PERCENTAGE
INTERPRETATION
In the above graph x axis is accounts hdfc have and Y axis indicates
percentage
In this people are most attracted towards the high rated fixed deposit
and low rate home loan interest.
Whereas in this fixed deposit is the most of 30% and loan is 25%
Saving, mutual fund and insurance are 9%,5% 10%.
4.10 BEST SERVICE OF HDFC BANK
SERVICE
FIXED DEPOSITE
CURRENT A/C
DEMAT A/C
INSURANCE
LOANS

HDFC
45%
15%
15%
12%
13%

57

HDFC
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%

HDFC

X AXIS SERVICE OF HDFC

Y AXIS - PERCENTAGE
INTERPRETATION
In this graph X axis is types of service and Y axis percentage
Fixed deposit is 45%, Current A/c is 15 %,
Whereas Demat insurance and loans are 15%,15%,12%,13%
respectively.
4.11 BEST EXTRA SERVICE OF HDFC BANK
SERVICE
ATM
NET BANKING
PHONE BANKING
BILL PAYMENT
MOBILE BANKING

HDFC (%)
45%
30%
25%
20%
10%

58

HDFC
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%

HDFC

X AXIS EXTRA SERVICE BY HDFC

Y AXIS - PERCENTAGE
INTERPRETATION:
In above graph X axis is extra service provided by bank and Y axis
percentage
The above graph explain us that what customer use the most and find
it safe for transaction.
In this ATM,NET BANKING,PHONE BANKING are used most with
45%,30%,25% respectively
BILL payment and mobile banking is 20 and 10 %

4.12 RELATIONSHIP PERCENTAGE OF HDFC BANK

59

HDFC
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%

HDFC

GOOD

RATING
GOOD
AVERAGE
POOR

AVERAGE

POOR

HDFC
81%
15%
4%

INTERPRETATION
In the above graph x axis is the rating and y axis is percentage.
As this graph explain us the relationship status of bank with customers.
In which good is 81%, average is 15% and poor is 4 %.
4.13 AWARENESS OF NEW PRODUCTS AND SERVICE
RATING
YES
NO

HDFC
85%
15%

60

HDFC
HDFC

100%
50%
0%
YES

NO

INTERPRETATION
In this above graph on x axis is rating and y axis is percentage
This graph explains us that the customer of HDFC are aware or not
In this yes is 85% and no is 15%
4.14 SATISFIED WITH THE DEALING OF BANK

HDFC
80%
60%
40%
20%
0%

HDFC

YES

NO

TO SOME EXTEND

RATING

HDFC

YES

75%

NO

10%

TO SOME EXTEND

15%

INTERPRETATION:

In the above graph x axis is rating and y axis percentage.

In this it explain us about dealing with the bank
In which yes is 75 % and no is 10%.
To some extend is 15%

61
CHAPTER 5

5.1 CONCLUSION
The Indian customer has come a long way from purchasing to fulfilling
their needs from buying a house customers now grab everything that
comes their way but they do their own survey of optimum loans; same
is the case with banks & housing loans
With innumerable choices before him, the customer is needed then
king.
It is therefore imperative that if the bank has to succeed in competitive
world, it should be technological starry.
Customer

centric

progressive

driven

by

highest

standard

of

cooperative governance & guided by sound ethical values & above all
should have personalized customer services.
There is scope of exploiting the vast middle income group by releasing
loans with special interest rate, which would be beneficial to both
parties

5.2 BIBLOGRAPHY

62
MAGAZINE :Banking Finance, Editor R.G Agarwal and Associates march 2013.
NEWSPAPER :Business standard.
Economic Times.
WEBSITES :www.hdfc.com
www.HDFCBANK.com
www.personalfn.com
www.PNB.com
www.SBI.com
www.ICICI.com
Search engine- www.google.com

CHAPTER 6
ANNEXURE QUESTIONNARE
Name: ..

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Address: ..
Contact No : ( O)

(M)

City: ...............
Pin: .
State: .
(1)

For how long you have been a part of HDFC?

(2)

Less than 6 Months

Less than 2 years

Less than 1 year

More than 2 years

What are the reasons that attract you to be a customer of HDFC

Bank?

Its image

Its service

Product

All the above

(3) Are you aware of the different service offered by the HDFC Bank?

Yes

No

(4) Loan tenure you preffered in HDFC?

5
10
15
20
(5) Your age Sir/Madam ?
21-31
32-42
43-52
52-60

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(6) Which of these products are you using?

Savings A/c

Fixed Deposit A/c

Current A/c

Demats A/c

Credit Card

Insurance

Mutal funds

Loans

(7) Do you find HDFC as a fast home loan disbursement Bank

Yes

No

Dont know

(8) Which service of the bank would the rate the best?

Fixed Deposit A/c

Current A/c

Demat A/c

Credit Card

Insurance

Mutal funds

Loans

(9) Do you know about the extra service provided by the bank?

Yes

No

(10)Which of the following extra services of the bank would you like to go
for it?

ATM

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Net Banking

Phone banking

Bill Payment

Mobile Banking

None of the above

All of these

10 What are the perception regarding the service of the bank?

Good

Average

Poor

11 Are you satisfied with the dealing of the bank official?

Yes
No
To some extend
12 Any problem you are facing regarding with the bank?

Timeless

Customer relationship

Others

Rate of interest

13 How likely are you to recommend bank services to friends?

Very likely

Some what likely

Neither likely nor likely

Very likely

14 How will you rate HDFC Bank in Maintaining good relationship with
customers?

Good
Average
Poor

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Thank you