Title Of The Practical Training/Project Work/Summer

Internship Training

(HDFC BANK)

Submitted in partial fulfillment of the requirements

for the award of the degree of

Master of Commerce

To

K.R. Mangalam University, Gurugram

Guide: Submitted
by:

Guide Name (Bold)

Student Name (Bold)

1
Roll No:

K. R. Mangalam University
Sohna Road

Gurugram
BBA/B.Com (H) Batch (2017-2020)

MBA/M.Com Batch (2018-2020)

Annexure-2

Certificate

I, Mr./Ms._______________________________, Roll No. ________________ certify that the

Project Report/Dissertation entitled “________________________________” is completed
by me and it is an authentic work carried out by me at ___________________________
(Name of the organisation or of the Institute). The matter embodied in this project work has
not been submitted earlier for the award of any degree or diploma to the best of my
knowledge and belief.
Signature of the Student

Date:

Certified that the Project Report/Dissertation entitled

“____________________________”

is done by Mr./Ms._______________________________, Roll No.

________________ under my guidance.

2
 Signature of the Guide

Date:

Name of the Guide:

Designation:

K. R. Mangalam University

Sohna Road, Gurugram

3
Chapter-1 introduction
1.1 Profile/Organization Company: HDFC Bank Ltd is one of India's premier banks.
The Housing Development Finance Corporation Limited (HDFC) was amongst the
first to receive an 'in principle' approval from the Reserve Bank of India (RBI) to set
up a bank in the private sector, as part of RBI's liberalization of the Indian Banking
Industry in 1994. The bank was incorporated in August 1994 in the name of 'HDFC
Bank Limited', with its registered office in Mumbai, India. HDFC Bank
commenced operations as a Scheduled Commercial Bank in January 1995.

DIGTALISATION
The Bank was the first Bank to launch an International Debit Card in
association with VISA (Visa Electron) and issues the MasterCard Maestro debit
card as well. Also they became the first private sector bank to be authorized by
the Central Board of Direct Taxes (CBDT) as well as the RBI to accept direct
taxes. The Bank is well positioned as a leader in various net based B2C opportunities
including a wide range of internet banking services for Fixed Deposits, Loans, Bill
Payments, etc. In the year 2014 HDFC Bank lunched the missed call banking service
allowing customers to use banking services without having to visit the Bank or
connect online. On 16 June 2015 HDFC Bank launched the 10-second personal loan
approval service thereby becoming the first in the retail lending space to fully
automate the process of loan approval and disbursement. In 2016 HDFC Bank
introduced loans at ATMs as the country's first innovation to turn ATMs into Loan
Dispensing Machines (LDMs) further extending the functionality of the Bank's
ATMs.

1.11Mission, Vision and Objectives

Mission
The mission of HDFC is to become “a world class Indian bank”, benchmarking
themselves against international standards and best practices in terms of product
offerings, technology, service levels, risk management and audit and compliance.

Vision

To be a customer driven best managed enterprise that enjoys market leadership in

providing housing related finance.

Objective

4
The objective is to build sound customer franchises across distinct business so as to be a
preferred provider of banking services for target retail and wholesale customer segments
and to achieve a healthy growth in profitability, consistence with the Bank’s risk appetite.
The bank is committed to maintain the highest level of ethical standards, professional
integrity, corporate governance and regulatory compliance. HDFC Bank’s business
philosophy is based on five core values: Operational Excellence, Customer Focus,
Product Leadership, People and Sustainability.

1.12 FUNCTIONAL AREA OF HDFC

HDFC Bank caters to a wide range of banking services covering commercial and
investment banking on the wholesale side and transactional / branch banking on the retail
side. The bank has three key business segments:

Wholesale Banking

The Bank's target market is primarily large, blue-chip manufacturing companies in the

Indian corporate sector and to a lesser extent, small & mid-sized corporates and agri-

based businesses. For these customers, the Bank provides a wide range of commercial

and transactional banking services, including working capital finance, trade services,

transactional services, cash management, etc. It is recognised as a leading provider of

cash management and transactional banking solutions to corporate customers, mutual

funds, stock exchange members and banks.

Retail Banking Services

The objective of the Retail Bank is to provide its target market customers a full range of

financial products and banking services, giving the customer a one-stop window for all

his/her banking requirements. The products are backed by world-class service and

delivered to customers through the growing branch network, as well as through

alternative delivery channels like ATMs, Phone Banking, Net Banking and Mobile

5
Banking.

The HDFC Bank Preferred program for high net worth individuals, the HDFC Bank

Plus and the Investment Advisory Services programs have been designed keeping in

mind needs of customers who seek distinct financial solutions, information and advice

on various investment avenues. The Bank also has a wide array of retail loan products

including Auto Loans, Loans against marketable securities, Personal Loans and Loans

for Two-wheelers. It is also a leading provider of Depository Participant (DP) services

for retail customers, providing customers the facility to hold their investments in

electronic form.

Treasury

Within this business, the bank has three main product areas - Foreign Exchange and

Derivatives, Local Currency Money Market & Debt Securities, and Equities. With the

liberalisation of the financial markets in India, corporates need more sophisticated risk

management information, advice and product structures. These and fine pricing on

various treasury products are provided through the bank's Treasury team. To comply

with statutory reserve requirements, the bank is required to hold 25% of its deposits in

government securities. The Treasury business is responsible for managing the returns

and market risk on this investment portfolio.

1.13 Size Of The Organisation And Its Structure.

HDFC Bank is headquartered in Mumbai. As of June 30, 2019, the Bank's distribution

network was at 5,130 branches across 2,764 cities. All branches are linked online on a

real-time basis. Customers across India are also serviced through multiple delivery

6
channels such as Phone Banking, Net Banking, Mobile Banking, and SMS based

banking. The Bank's expansion plans take into account the need to have a presence in

all major industrial and commercial centers, where its corporate customers are located,

as well as the need to build a strong retail customer base for both deposits and loan

products. Being a clearing / settlement bank to various leading stock exchanges, the

Bank has branches in centres where the NSE / BSE have a strong and active member

base. The Bank also has a network of 13,395 ATMs across India. HDFC Bank's ATM

network can be accessed by all domestic and international Visa / MasterCard, Visa

Electron / Maestro, Plus / Cirrus and American Express Credit / Charge cardholders.
As on 30 - June-2019 the authorized share capital of the Bank is Rs. 650 crore. The

paid-up share capital of the Bank as on the said date is Rs 546,56,24,542 /- which is

comprising of 273,28,12,271 equity shares of the face value of Rs 2/- each.The HDFC

Group holds 21.31 % of the Bank's equity and about 18.81 % of the equity is held by

the ADS / GDR Depositories (in respect of the bank's American Depository Shares

(ADS) and Global Depository Receipts (GDR) Issues). 31.37 % of the equity is held

by Foreign Institutional Investors (FIIs) and the Bank has 6,53,843 shareholders.

1.14 Turnover

Net Profit

14,550 crore

Balance Sheet Size

863,840 crore

Total Deposits

7
643,640 crore

Total Advances

5,54,568 crore

Network

 Branches: 4715

 Atm: 12260

 City/towns: 2657

Market Size of hdfc

The Indian banking system consists of 27 public sector banks, 21 private sector banks,
49 foreign banks, 56 regional rural banks, 1,562 urban cooperative banks and 94,384
rural cooperative banks, in addition to cooperative credit institutions (FY17 data).
HDFC bank is the largest bank in india,considering the market capitalization factor. As
on April 2, 2019,this private bank’s market capitalization was Rs 625666.08 crores.

8
1.15 Product range of HDFC bank

HDFC bank provides very large range of financial product to the customer for their better

financial transaction. The product of HDFC bank are

Savings Account

Everyone needs a savings account to store away the surplus cash. The bank offers savings

accounts under various types starting from basic accounts to premium accounts with

variety of features. The interest rates on the Savings Account are 4% p.a. which is

calculated daily on the end of day balance. The following accounts and their respective

interest rates are mentioned underneath:

 Savings Max Account

 Regular Savings Account

 Women Savings Account

 Kids Advantage Account

 Senior Citizens Account

 Family Savings Group Account

 Basic Savings Bank Deposit Account

 Institutional Savings Account

 BSBDA Small Account

Salary Accounts

9
The bank offers multiple types of salary accounts to suit the needs of all types of

corporate. The salary accounts offer various features to the accountholders like free

insurance coverage. The different types of Salary Accounts are:

 Premium Salary Account

 Regular Salary Account

 Defence Salary Account

 Salary Family Account

 Classic Salary Account

 Reimbursement Account

 Basic Savings Bank Deposit Accounts – Salary

Current Accounts

Current accounts are required by businessmen and professionals who have regular

transactions through the bank. The account deals mainly in liquid deposits and allows

unlimited number of transactions every day like funds being withdrawn or cheques being

written against the account without worrying about the balance in the account.

Professionals, traders, SME businessmen, agricultural businesses can avail various

benefits like fund transfers between all HDFC Accounts, free local collections through

cheque and fund transfers as well as easy inter-city banking. Moreover, the bank also

offers a range of Current Accounts to suit individual preferences like:

 ULTIMA Current Account

 Supreme Current Account

10
  Apex Current Account

 EZEE Current Account

 Max Current Account

 Agri Current Account

 Plus Current Account

 Current Account for Hospitals and Nursing Homes

 Trade Current Account

 Current Account for professionals

 Premium Current Account

 Merchant Advantage Plus Current Account

 Regular Current Account

 Merchant Advantage Current Account

 Flexi Current Account

 Institutional Current Account

Deposits

Individuals who wish to save money for a longer term with a view to earn a higher rate of

interest seek to invest money in term deposit accounts which guarantee higher interest

rates. HDFC Bank also offers various types of deposit accounts promising high interest

11
rates for customers seeking deposit accounts. Here are the deposit accounts available with

the bank:

 Regular Fixed Deposit

 Recurring Deposit

 5 year Tax Saving Fixed Deposit

 Safe Deposit Locker – the bank also provides the facility of Safe Deposit lockers

for you to store your valuable deposits. The lockers are available in various sizes at

various locations.

Rural Accounts

Accounts offered by the bank to farmers for their banking needs. There are 2 types of

rural accounts available:

 Basic Savings Bank Deposit Accounts – Farmers

 Kisan Club Savings Accounts

Loans

HDFC bank is a leader in home loan sector and also offers various other kinds of loans at

attractive interest rates for various needs of the individuals. The following types of loans

are available with the bank:

Personal Loan Business Loan

Home Loan Car Loans

Two-Wheeler Loans Gold Loan

12
 Loan against Assets Educational Loan

Government Sponsored Programs Rural Loans

Loan on credit card Loan against property

Credit Cards

The bank has a wide range of credit cards for customers who promise special offers and

privileges on dining, movies, lounge access of airports, etc. The cards also offer Reward

Points on every spending made by the cardholder which can be redeemed for attractive

offers. The range of Credit Cards offered by the bank are as follows:

Super Premium Cards- There are 3 variants under the Super Premium Variety which

are:

 Infinia

 Regalia

 Diner’s Club Black

 Diner’s clubmiles

 Regalia first

Co-Brand Credit Cards- These cards are offered in partnership with Jet Airways and

Times Group which offer special discounts on airline travel through Jet Airways and

offers on dining and movie tickets. The range of co-brand cards includes:

 Jet Privilege HDFC Bank World

 Jet Privilege HDFC Bank Platinum

 Platinum Times Card

13
  Titanium Times Card

Professional Credit Cards- Credit cards issued specifically to professionals like Doctors

and Teachers with best lounge programs and freedom to fill fuels across any fuel s

respectively. The cards come in two variants:

 Doctor’s Superia

 Teacher’s Platinum

Cash back cards- The specialty of these cards is that the card promises cash back on

everyday spends in the form of Reward Points which can be redeemed to get cash back

and also zero fuel surcharge. The range of cash back cards include:

 Platinum Edge

 Titanium Edge

 Money Back

Premium Cards- Credit cards which offer premium range of offers and discounts on dining,

entertainment and complimentary access to airport lounges. The premium rage of credit cards

include the following types of cards:

 freedom

 Diners Club Premium

 Diners Club Rewardz

14
Solitaire- A premium card especially for women customers with exclusive offers and

rewards for females.

Platinum Plus Card- It is a regular credit card designed for regular usage offering

Reward Points on everyday spends and also fuel surcharge waiver.

Commercial Cards- Arange of credit cards especially designed for business usage

offering fuel surcharge waiver, lounge access to airports, travel and entertainment

benefits and also air tickets discounts. The range of business cards include:

 Business Platinum

 Business Gold Credit Card

 Corporate Platinum

 Corporate World MasterCard

 Corporate VISA Signature

 Corporate Card

 Purchase Card

 Distributor Card

Debit Cards

HDFC Bank offers Debit cards with every Savings Account to customers which are safer

than carrying cash because they require a PIN every time they are used, they provide

great discounts and cash back on fuel, shopping, dining, entertainment, etc. and are used

across almost all outlets for payment. The range of debit cards issued by the bank are:

15
  EasyShop Platinum Debit Card

 Jet Privilege HDFC Bank signature Debit Card

 Easy Shop Titanium Royale Debit Card

 EasyShop Titanium Debit Card

 EasyShop Debit Card

 EasyShop Business Debit Card

 EasyShop Women’s Advantage Debit Card

 EasyShop NRO Debit Card

 EasyShop Imperia Platinum Chip Debit Card

 EasyShop Gold Debit Card

 RuPay Premium Debit Card

 Times point debit card

 Hdfc bank rewards debit card

Demat Account

HDFC Bank issues Demat Account for investors like traders, long term investors as well

as beginners for a flexible and customized solution. The demat account offered by the

bank is safe and dependable for buying and storing a customer’s equity investments,

mutual funds, IPOs, ETF (Exchange Traded Funds) like Gold and Index, bonds and

NCDs. The account can also be opened online and the types of demat accounts offered

are as follows:

 Demat Account

16
  2 in 1 Account

 3 in 1 account

Investments

HDFC bank deals in various investment avenues to complete the financial portfolio of the

customer like Mutual Funds, Life Insurance products and General Insurance Products.

The investment products are further subdivided into the following categories:

 Mutual Funds

 Equities & Derivatives through HDFC Securities Trading Account

 IPO Application through ASBA (Application Supported by Blocked Amount)

 Investment in Gold through Mudra Pure Gold Bars which come as 24 Karat pure

gold bars of 5g, 8g, 10g, 20g, 50g and 100g with Assay Certification and tamper

proof packing

 Investment in Silver through Mudra Silver Bars which are available in 50g and

100g with Assay Certification and tamper-proof certified packaging.

 Savings Bond which are risk-free and can be bought with a minimum investment

of Rs.1000

 Sec 54 EC – Capital Gains Bond with a maximum investment of 50 lakhs and

tax exemption on capital gains

 Inflation Indexed National Savings Securities – Cumulative (IINSS – C) with a

minimum investment of Rs.5000 and a maximum of Rs.5 lakh.

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Insurance

HDFC Bank offers both life and non-life products to its customers. The life insurance

products are issued in association with HDFC Life Insurance Company Limited, Tata

AIA Life Insurance Co. Ltd. and Aditya Birla Sun Life Insurance Co. Ltd. and the non-

life insurance products are issued in association with HDFC Ergo. The following are the

heads of insurance and their respective plans:

Life Insurance

The list of below mentioned plans range from term insurance, endowment insurance and

money-back plans to those of Unit Linked Insurance Plans (ULIPs) for a complete

insurance products basket for customers to choose from. The plans available are:

 HDFC Life Click2Protect 3D Plus Plan - an online term insurance plan with

varied options corresponding to benefits payable.

 HDFC Life Health Assure Plan - a health plan

 HDFC Life Cancer Care – a health plan specifically designed for diagnosis and

treatment of cancer

 HDFC Life Pension Super Plus – a pension plan which guarantees income after

retirement

 HDFC SL ProGrowth Super II – a Unit Linked Plan giving the dual benefit of

insurance and market linked growth for wealth appreciation

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 HDFC SL YoungStar Super Premium – a Unit Linked Child Plan taking care of

your child’s future while at the same time giving increased benefits in the form of

market linked returns.

 HDFC Life ProGrowth Plus - a unit linked insurance plan

 HDFC Life Classic Assure Plus – a limited premium life insurance plan with

higher protection option

 HDFC Life Super Savings Plan – a participating Endowment Assurance plan

with built-in Accidental Death Cover for a comprehensive coverage

 HDFC Life Personal Pension Plus – a pension plan with lifelong pension option

and guaranteed benefit at maturity

 HDFC SL ProGrowth Flexi - a unit linked savings plan with an option to

choose Accidental Death Coverage

 HDFC Life Guaranteed Pension Plan – a limited term premium paying annuity

plan with guaranteed lifetime pension payments

 HDFC Life New Immediate Annuity Plan – an immediate annuity plan wherein

the pension payouts start immediately after payment of the Purchase Price

 HDFC Life Smart Woman Plan – an award winning insurance cum investment

plan designed for women for covering their life as well as maternity expenses,

congenital or malignant female-specific cancers

 HDFC Life Invest Wise Plan – a single premium ULIP plan for wealth

maximization without having to pay regular premiums

19
  HDFC Life Single Premium Pension Super Plan – a single pay pension plan

with market linked returns and an assured benefit of 101% of premiums paid on

vesting or maturity

 HDFC SL Crest – a simple insurance plan which can be taken by filling up a

Short Medical Questionnaire

 HDFC Life Super Income Plan – a participating guaranteed benefits plan which

pays regular incomes in the payout period of 8-15 years

 HDFC Life Sanchay – a traditional life insurance plan with a limited premium

paying term

 HDFC Life YoungStar Udaan – a child insurance plan which can be either

availed as an Endowment Plan with lump sum benefit at maturity or money back

plan with benefits paid out in instalments during the last 5 policy years

 HDFC SL ProGrowth Maximiser – a single pay unit linked plan with no limit

on the maximum premium investment.

 HDFC Life Click2Invest ULIP – a unit linked plan available online

 HDFC Life Sampoorna Samridhi Plus Plan – a limited payment endowment

assurance plan wherein the cover can be extended for up to 100 years

 HDFC Life Sampoorna Nivesh – a traditional insurance plan with single, regular

or limited premium paying options

Health Insurance

Health Insurance falls under the purview of general insurance and four types of health

insurance plans are offered by the bank which are as follows:

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 Health Suraksha – a health plan covering hospitalization, pre and post

hospitalization expenses, day care procedures, domiciliary treatment and organ

donor expenses. The coverage can be taken for an individual and also his family

with treatments in a network of 4800+ hospitals.

 Critical Illness Silver Plan – a health plan specifically designed for treatment of

critical illnesses covering 8 critical illnesses in its scope of coverage

 Critical Illness Platinum Plan – a critical illness plan which covers 15 critical

illnesses and provides the benefit upon diagnosis of the covered illness

 Individual Personal Accident Plan II – a personal accident plan which can be

taken for self and family and covers hospital expenses, injuries, disability due to

accident with a coverage range of 2.5 lakhs to 15 lakhs

 Motor Insurance – motor insurance is offered to customers in partnership with

HDFC Ergo and there are two types of motor insurance plans available:

Commercial Vehicle Insurance – it provides comprehensive coverage for your

commercial vehicle across 1600+ network garages in India

Private Car Insurance – insurance coverage for your private car with cashless

claims across 1600+ network garages. Moreover, the plan also offers discounts

based on age and occupation

 Two –Wheeler Insurance – an insurance plan for your two-wheeler with a

provision of cashless claim across 1600+ network garages throughout the country.

 Travel Insurance – an insurance plan for domestic and international travel be it

for business or leisure purposes. The plan covers emergency medical expenses,

emergency medical evacuation, repatriation of remains, emergency dental

21
 expenses, hospital cash, accidental death and permanent total disability while

flying in a common carrier, personal accident, flight delay, loss of baggage and

personal documents, delay of checked-in baggage, personal liability, financial

emergency assistance, contingency travel benefits and hijack distress allowance.

 Home Insurance – an insurance policy issued to protect the home as well as its

contents. The plan covers risk against fire, lightning, explosion, flood, inundation,

storm, riot, strike, earthquake, terrorism, burglary and theft with coverage for 1-5

years.

1.16 Present Leadership

Managing Director & CEO : Aditya Puri

Director : K M Mistry
Executive Director : Kaizad Bharucha
Chairperson : Shyamala Gopinath
Independent Director : Malay Patel
Independent Director : Umesh Chandra Sarangi
Director : Srikanth Nadhamuni
Country Head-Digital Banking Nitin Chugh
Vice President & CS : Santosh Haldankar
Auditor : S R Batliboi

1.16 Strength and Weakness

Strength

 HDFC bank is the largest private bank in India having 3200 branches and 12000+

ATM’s. It stands on 5th position in terms of value of the assets.

 HDFC bank is located in 1,174 cities in India and has more than 800 locations to

serve customers through Telephone banking.

22
  The bank’s ATM card is compatible with all domestic and international

Visa/Master card, Visa Electron/ Maestro, Plus/cirus and American Express. This

is one reason for HDFC cards to be the most preferred card for shopping and

online transactions.

 HDFC bank has the high degree of customer satisfaction when compared to other

private banks.

 The attrition rate in HDFC is low and it is one of the best places to work in private

banking sector.

 HDFC has lots of awards and recognition, it has received ‘Best Bank’ award

from various financial rating institutions like Dun and Bradstreet, Financial

express, Euromoney awards for excellence, Finance Asia country awards etc.

 HDFC has good financial advisors in terms of guiding customers towards right

investments.

Weakness

 HDFC bank doesn’t have strong presence in rural areas, where as ICICI bank its

direct competitor is expanding in rural market.

 Some of the bank’s product categories lack in performance and doesn’t have reach

in the market.

 The bank focuses mostly on high end clients.

 Lesser no. of branches when compared to its competitors.

1.2 Objectives Of The Study

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  Identify the awareness and usage of Digital-Banking.
 To study the impact of digitalization.
 To know how much banking services has been improved.
 To study the satisfaction level of the respondents.

Digital Services at HDFC Bank

HDFC Bank provides a very good digital service to the customer for their transaction.

Through these services the customer of the bank can also access their transaction. Digital

services include-

1. Fund transfer

HDFC Bank allows various categories of Fund Transfer options for safe and secure fund

transfers which make banking easy. The fund transfer options are:

National Electronic Funds Transfer (NEFT): This is easy, fast and convenient and

supports fund transfers from any bank branch to any other bank branch anywhere in

India.

The transaction limit is rs 2,00,000.

Benefit of NEFT

 Ease of payments

 Faster processing

 Convenient

24
Real time gross settlement (RTGS) Fund Transfer: Real Time Gross Settlement is the

fastest form of inter-bank fund transfer in real time which is speedier, faster and has no

geographical limits. It handle transaction above Rs 2,00,000 and has no limit.

Benefits of RTGS

 Speed

 Wider boundaries

 Convenient

IMPS( Immediate Payment Service) from HDFC Bank is an instant real time inter-

bank electronic fund transfer service which can be done even on Sundays or Bank

holidays or late at night. The beneficiary account is credited immediately when a fund

transfer request is made through mobile phone/internet banking .Customers can transfer

and receive funds via IMPS using the registered mobile no and Mobile Money

Identifier (MMID) or using their account number and IFSC code.

Cardless cash

 Ability to withdraw cash without any debit/credit card.

 Transfer money to people knowing just their mobile no.

BHIM/UPI

 You can send and receive money using your unique BHIM /UPI ID from your mobile

phone.

Benefits

25
  Easier-no queues
 Faster- no cheques, forms or letter.
 Convenient-transfer funds from home
 Wider Boundaries- send remittance anywhere around the world.
 Transfer money to people knowing just their mobile no.

RemitNow - Foreign Outward Remittance

RemitNow is a secure online Foreign Outward Remittance platform provided by HDFC

bank,which enables you to transfer money globally from the comfort of your home and office.

Visa Card Pay: A facility used to pay multiple Visa Credit Card bills issued by any bank

form the comfort of one’s home and the payment is safe and charges at a negligible fee.

2. Online Banking

With an increasing trend of internet usage, everything has been digitalized and the bank is

not behind in this race. The bank offers the facility of Online banking to its customers

which is safe and reduces unnecessary hassles of visiting the branch to carry out any

transaction. Online banking service offered by HDFC Bank includes:

Net Banking: Net Banking is HDFC Bank’s Internet Banking service. Providing up-

to-the-second account information, Net Banking manages customer’s account from the

comfort of costumer’s mouse- anytime, anywhere.

Say goodbye to long queues and paper work. Presenting one more way for Net Banking.

Customer can now call the Phone Banking numbers in their city to register for Net

banking.

26
Net Banking offers a host of banking transactions from the comfort of the customer’s

home. One can check the bank account balance, book a Fixed or Recurring Deposit,

recharge the mobile or DTH Connection, paying off utility bills, paying taxes, applying

for IPO, invest in Mutual Funds online. The process is fast and completely secured

without having to worry about any fraud or theft.

Bank industry leading service provides a host of features at customer finger-tips:

 View account statements and summary

 Transfer Funds between accounts
 Create Fixed Deposits Online
 Request a Demand Draft
 Pay Bills and recharge
 Order a cheque Book and view cheque status
 Request stop payment on cheques
 Request TDS enquiry
 Apply for credit card

Benefit of Net Banking

Internet Banking is the most convenient and powerful way to manage customer’s

account. Net Banking is Real Time, giving them up-to-the-second details on customer’s

account. It can be accessed anytime, from anywhere, giving them complete control over

their finances. There are no queues to stand in, or turn to wait for. With Net Banking you

are in control. HDFC Bank’s Net Banking is secure.

Credit Card Net Banking: Through this facility the customer can view the credit

card activities online, pay the credit card bills, view Credit Card Statements online, know

the unbilled transactions, track your rewards points and get the complete account

information.

27
The benefits of online credit card access are:-

Listed below are the online features you enjoy with your credit card

View:

 Account information
 Unbilled transactions
 Credit card statements(up to last 6 months)

Request for

 Credit card payments

 Autopay registration
 Autopay deregistration
 Registration of new card
 Deregistration of card
 Statements of email
 Credit card ATM pin

Email Statements A savings or a current accountholders are eligible to get their

account statements on their email id.

Features of email statements

 For a saving account you will get monthly statements

 For a current account you can get monthly, daily, weekly Email statements.
 Email statements will follow a staggered cycle, based on the date of account

opening.

Loans Accounts Online

What can be accessed

 Loan summary

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  Transaction history
 Loan account details
 Provisional interest statement
 Welcome letter
 Repayment schedule
 Interest rate change.
 Query/feedback
 Annual loan statement
 Final interest certificate
 noc dispatch details for closed loans
 updating of vehicle insurance policy details
 updation of pane mail id and phone no from casa to loan account.

BillPay-Net Banking

Pay bills, recharge mobile or DTH connections from the comfort of your office or home.

 Pay/view bills

 Add biller-select your biller

 Enter biller details

 Authorise biller setup

 Confirmation

InstaPay-NetBanking

Pay bills, donate to charities or subscribe to magazines from the comfort of your home or office.

DirectPay- Net Banking

With Hdfc DirectPay net banking you can shop ,pay bills,pay insurance premium and organize air

tickets.

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Prepaid mobile recharge-NetBanking

Recharge prepaid mobile phone direct from the bank account. With HDFC bank’s prepaid mobile

recharge you skip the hassle of withdrawing cash and searching for a retailer.

Queries -

Check your Balance

See your Statement

Inquire about cheque status

Ask for a Statement

Ask for a Cheque Book

Inquire about your Fixed Deposit

Inquire about your TDS details

See your Demat Account

Update your profile

View HDFC bank Credit card bills

View your Mutual funds portfolio

Transactions -

Stop a Cheque

Pay your Bills

Ask for a Demand Draft

Transfer funds between your accounts

Transfer funds to a third party

Request for a new Fixed Deposit

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Shop Online

Pay HDFC Bank Credit Card Dues

Buy and sell Mutual Funds.

It enables checking bank balance at any point of time, anywhere, conveniently.

2. It enables making request for cheque book at any point of time, conveniently.

3. It enables payment

4. It enables transfer of funds to third party at any point of time, conveniently.

5. It helps download accounts statement anywhere at any point of time, conveniently.

6. It enables checking credit card balance and payment of it, easily.

7. It helps recharge of mobile (prepaid mobile) at any point of time, conveniently.

8. Opening and liquidation of fixed deposit and recurring deposit anywhere at any point of time,

conveniently.

9. It enables operation of Demat account anywhere at any point of time, conveniently.

10. Submission of Form 15G and 15H can be done easily. of utility bills anywhere t any point of

time, conveniently.

SECURITY AND SAFETY OF TRANSACTIONS ON NET BANKING

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The customer can be assured of complete privacy when you use HDFC Bank's Net

Banking facility. The bank has built several checks to safeguard the Net Banking

transactions. Before the user gain access to his/her account, he/she will be asked to enter

his/her unique customer ID and IPIN (password) to verify the identity. To maximize the

security and confidentiality of the transactions, one’s password is not accessible to

anyone, not even bank employees.

To ensure the security of the transactions, the bank uses a technology called Secured

Socket Layer (SSL), which involves scrambling of the information between the

customer and the Bank. If an unauthorized user tries to access your account by keying in

various combinations while trying to guess your password, your account will

automatically get locked. Moreover, when the user log-in to Net Banking, the last date

and time of log-in will be displayed so that the user can make sure that nobody has

accessed his/her account.

In addition to these online security features, have been placed under the supervision of a

dedicated team to monitor the access to the web server and to prevent unauthorized

access. These features work together to maximize the security of your banking

transactions.

HDFC bank has implemented a new security solution for its customers - secure access as

security of the customer is bank’s top priority, the bank has initiated the secure access

solution to protect the customers from fraudsters and hackers. Currently following

transactions are covered under secure access

 Transfer from one HDFC bank account to other HDFC bank account.
 Transfer from HDFC bank account to any other bank’s account.

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  Visa money transfer.
 Third party demand draft through net banking.

3.Phone Banking

The bank extends banking information to your phone where information is available at

the end of a simple phone call.

The customer can also call the bank and effect transactions over the phone. Transactions

like reporting loss of ATM, credit, forex or prepaid cards, checking account balance and

cheque status, ordering cheque books, stopping cheque payments, credit card related

queries can all be solved by a call to the bank’s phone banking division.

Services from the comfort of your home, office or on the move all this in your preferred

language. Phone banking services are a combination of IVR and agent offering,

depending on the type of transaction. For all transaction that cannot be completed on the

IVR, phone banker assisted service are available.

Now your bank account is now just a phone call away. Through Phone Banking you can:

 Check your account balance.

 Enquire on the cheque status.
 Have a mini statement faxed across to you.
 Request for a cheque book / Account statement.
 Enquire on your fixed deposits / TDS.
 Open a fixed deposit
 Request for Demand Draft / Managers Cheques.
 Transfer funds amongst your linked accounts
 Pay utility and HDFC Bank Credit Card bills.
 Do stop cheque payments.
 Report loss of your ATM /Debit Card.

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  Product information.
 Pay telephone bills, electricity bill, mobile bill, insurance premiums, and mutual

fund premiums.

SERVICES CALLING NUMBERS

FOR ACCOUNT BALANCE CALL 18002703333
FOR CHEQUE-BOOK REQUEST CALL 18002703366
FOR MINI STATEMENT CALL 18002703355
FOR ACC. STATEMENT REQUEST CALL 18002703377

4. Mobile Banking

By simply downloading the bank’s app on your smart phone, you can avail of over 75

transactions. The application is secure and fast. Mobile is now your bank. Now access

your bank account and conduct a host of banking transactions and inquiries through your

mobile, with our unique Mobile Banking services.

Mobile Banking is a service that allows you to do banking transactions on your mobile

phone without making a call, using the SMS facility.

Uses of Mobile Banking:

Mobile Banking service provides a host of features at your finger-tips through SMS:

 Get your balance detail

 Obtain your last 3 transactions details

 Request a cheque book

 Stop a cheque payment

 Enquire cheque status

 Request an account statement

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  Get fixed deposit detail

 Pay your bills

How does it work?

Mobile Banking works through a set of text massages (SMS). With SMS you can perform

a wide range of query-based transaction from your Mobile Phone, without even making a

call.

All you need to do is to type in the specified code for the transaction as a text massage

and send 5676712.

See designated codes for GSM Phone.

See designated codes for Reliance India mobile Phones.

You will receive the response in form of a text message on your mobile phone screen

within a few seconds.

How is this different from making a call on mobile phone or using Phone Banking?

The differences between making a call on mobile phone and sending a text message are

as follows:

You are not required to dial a number; you send a text message i.e. a coded message to

5676712

HDFC Bank does not charge anything for this service and there is no airtime involved.

However, the Cellular Service Provider may levy a nominal charge for the SMS facility.

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In Mobile Banking, you actually see your banking transactions on your mobile phone

screen as opposed to hearing a message through the phone.

How do avail of this service?

a) If you are opening an account with the bank, you can apply for Mobile Banking

through the account opening document.

b) If you already have an account with the bank, you can apply for Mobile Banking

through the combined Direct Banking Channels form. You can download the form and

call for a sales representative. Alternatively you can fill this form and hand it over to your

nearest branch.

c) If you already have an account with the bank and if you are registered for Net Banking

services, then you can register online using the 'Mobile Banking Registration' option

available inside Net Banking.

Does it cost anything?

No, this service is brought to you FREE from HDFC Bank. Also, since you are using the

text messaging service from your mobile phone, you do not incur any airtime charges in

making a phone call from your mobile phone. However, the Cellular Service Provider

may levy a nominal Value Added Services (VAS) charge for the SMS facility.

5. Insta Alerts

InstaAlerts, the solution to prompt account management!

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Insta Alert is a service through which the bank can proactively inform customers about

transactions / events that occurs in his bank account. This information can be given to the

customers via SMS on their mobile phone, or through an email to their mail id or both.

Alert could either be event based e.g. Salary Credit or Frequency based e.g. Weekly

balance of account. Alerts acts as an important value add in the service that bank provide

to the customers, as it will help in proactively informing the customers about their bank

account related activities. This reduces the load from bank channels like Phone

Banking or branches as customer does not need to call for getting information on

Cr/Dr in accounts. Alerts also increase the Brand Recall of the bank in the minds of

customers.

SMS & Email – your account transactions also generate a SMS or email alert where any

debit transaction, credit transaction and maintenance of account balance is alerted to the

customer if registered.

It also track payments and receipts, get reminders so you can pay your utility bills on

time and receive intimations when your balance falls below the a certain amount so you

can maintain your Average Quaterly Balance.By registering for InstaAlerts you can stay

aware of the activities on your accounts, anytime and anywhere.

Types of alerts:

The customer can register for any or all of the following alerts.

 Debit transactions greater than Rs 5000 / 10000 / 200000 / 500000

 Credit in account greater than Rs 5000 / 10000 / 200000 / 500000

 Account balance below Rs 5000 / 10000 / 200000 / 500000

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  Weekly account balance

 Salary Credits

 Utility bill payment due Alerts

6. Insta Query

Insta query is a service that allows you to do a banking transaction on your mobile phone

without making a call. You can do your transaction using the SMS facility

The InstaQuery provides:-

 Check balance details

 Obtain your last 3 transaction details
 Request a cheque book
 Stop a cheque payment
 Enquire cheque status
 Request an account statement
 Get Fixed Deposit details
 Request for Internet PIN re-generation

How does it work?

Insta Query works through a set of text messages (SMS). With SMS you can perform a

wide range of query-based transactions from your mobile phone, without even making a

call.

All you need to do is to type in the specified code for the transaction as a text message

and send it to 5676712.

You will receive the response in the form of a text message on your mobile phone screen

within a few seconds.

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7. ATM

Automated Teller Machines or 24-hour Tellers are electronic terminals that let you

bank almost anytime. To withdraw cash, make deposits, or transfer funds between

accounts, you generally insert an ATM card and enter your PIN. Some financial

institution and ATM owners charge a fee, particularly to consumers who don’t have

accounts with them or on transactions at remote locations.

What an ATM is? ATMs and cash dispensers are by far the largest investment ever made

in electronic self-service by financial institutions. Over US$ 40 billion has been invested

in simply buying these machines and many times that in running them. There are now

over 1.1 million machines operating in over 140 countries worldwide.

The banks are losing the cashier’s checks, check cashing and even cash dispensing to the

c-stores and grocery stores. They are asleep at the switch and watching more transactions

walk away to convenience stores and supermarkets that provide 24 hour access and

integrated transactions.

ATMs do provide a larger set of functions, such as check cashing, ticket sales or money

orders. We already know that cash dispensing as a dedicated function is a sustainable

applications, the question is whether that application can be incorporated successfully

into a more complex consumer product that offers multiple applications.

Cash withdrawal: Withdraw up to Rs.50, 000/- per day from your account. Fast cash

options provide the facility of withdrawing prefixed amounts. Ultra Fast Cash option

allows you to withdraw Rs.3000/- in one shot.

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Balance Enquiry: Know your ledger balance and available balance.

Mini Statement: Get a printout of your last 8 transactions and your current balance.

Deposit Cash / Cheques: Available at all full function ATMs. Customers can deposit

both cash and cheques. / Cash deposited in ATMs will be credited to the account on the

same day (provided cash is deposited before the clearing) and cheques are sent for

clearing on the next working day.

Funds Transfer: Transfer funds from one account to another linked account in the same

branch.

PIN Changes: Change the Personal Identification Number (PIN) of ATM or Debit card.

Payments: The latest feature of HDFC ATMs, that this functionality can be used for

payment of bills, making donations to temples / trusts, buying internet packs, airtime

recharges for prepaid mobile phones and much more…

Others: Request for a cheque book from ATMs and the concerned branch will dispatch it

such that it reaches you within 10 working days.

DIGITAL INITIATIVES AT HDFC BANK

Private sector lender HDFC Bank launched nationwide campaign to position itself as a

premier digital bank.

Integrated, nationwide brand campaign “Har Zaroorat Poori Ho Chutki Mein, Bank

Aapki Mutthi Mein... the campaign will reinforce bank's position as India's premier

digital bank".

40
 With the Digital Transformation and Mobility Banking (DTMB) team at the forefront,

HDFC bank has launched a host of highly successful digital banking products. These

include 30-minute paperless Auto Loans using biometric technology,10-second personal

loan on net banking, PayZapp, lite app, missed call recharge, instant loan at ATM and the

recently introduced Robotic Assistant(IRA) at HDFC branches.

This is in addition to HDFC Bank’s powerful NetBanking portal and MobileBanking app

which allow customers to perform over 205 and 90 different types of transactions

respectively. These innovations were recently recognized at the prestigious IBA Banking

Technology Awards.

HDFC Bank launches ‘Bank Aapki Muththi Mein’ – a bouquet of transactions on mobile

#GoDigital

 Technology agnostic, runs on all popular mobile platforms

 Largest offering of its kind in the country with over 75 banking transactions

 55% of all transactions at HDFC Bank are conducted through digital

channels

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 Allows customers to book FDs, RDs, pay bills, taxes, buy insurance, mutual

funds, even loans.

 It also offers fully customized, location specific promotions, offers/deals on

shopping, dining, movies and entertainment.

Some initiatives are-

Consumer Durable Loan

HDFC provides the benefit to avail consumer durable loan on various electronics items

such tv, ac, refrigerator, cooler etc.

It provides the following benefit to the consumer-

 No documents required
 Zero cost EMI and no down payment
 Zero processing fees
 The consumer can also get benefit of cash back offer through debit and credit

card.

HDFC DAP (digital application platform)

The HDFC bank uses DAP Hdfc to check the eligibility of consumer to avail:-

1. Personal loan

2. Two wheeler loan

3. Auto loan

4. Credit card facility

42
PayZapp

As Smartphone are turning into wallets, several startups and banks have launched mobile

applications to enable peer-to-peer transactions, micro-payments as well as payment

solutions for merchants.

HDFC Bank, one of India's leading private sector banks, has now launched a

comprehensive mobile payment solution that encompasses several mobile commerce

scenarios. The latest initiative in HDFC Bank's digital banking offering christened

#GoDigital, 'PayZapp', allows one-click payments for all your spends.

PayZapp offers easy checkout using a single PIN without the need to enter credit/debit

card details or a code or OTP for the second factor authentication. The wallet in the app is

linked to your credit and debit card and acts as a virtual card - a virtual international card

that you can use for any transactions across the globe.

It doesn't have any transaction limit as well. Also, the app allows users to transfer

money instantly to anybody using a mobile phone or an email ID.

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The app also integrates SmartBuy, a virtual mega marketplace from HDFC Bank that lists

all deals and offers by leading e-Commerce portals as well as utility payment options.

While HDFC Bank has managed to partner with leaders like Flipkart, Makemytrip,

Cleartrip, BookMyShow, Expedia, GoIbibo, Yatra and Big Basket at the launch, the

bank intends to get over 10,000 merchants onboard in next 45 days.

What you can do with PayZapp

 Mobile recharge
 Book movie tickets
 Get best travel deals
 Order and pay for dining, fast food
 Online grocery shopping
 Buy gift card
 Online shopping
 Experience one click payments on partner apps such as big basket, MakeMyTrip and

cleartrip.com,redbus.in.
 Get great deals in one place, send money instantly in your phonebook or email list or

more.

Spilt bills and do mobile/DTH recharge with ease.

 Immediate flow of money from account to account.

HDFC Bank Watch Banking– A banking experience on a personalized wearable

device taking consumer’s interaction with the bank to a whole new level.

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In December 2014, HDFC Bank launched its ‘Go Digital – Bank aapki mutthi mein’

campaign on the banks of the Varanasi river with an aim to provide holistic banking

services in all possible digital channels. Today, HDFC Bank provides 175+ banking

transactions through its Net banking platform and 80+ transactions through Mobile

banking (Mobile and Tablet apps).HDFC Bank thought that it was the opportune

moment to introduce a new category in digital banking, leveraging the emerging wearable

platforms, and becoming the first bank in India to launch Watch banking for Apple

Watch.

30-Minute- HDFC provide 30 minute auto loan using biometric technology.

15-minute -Two-Wheeler Loan.

10-second loan- where pre-approved customers get funds credited into the bank

accounts within 10 seconds of filling up their applications digitally.

It provides the following benefit:-

 It does not require any document.

 The consumer can avail loan by providing the email id and the amount of loan

required and the tenure of the loan.

45
SmartBy App

This app is used for shopping, movies, recharge, bill payment and travelling.

HDFC Bank’s PayZapp

As Smartphone are turning into wallets, several startups and banks have launched mobile

applications to enable peer-to-peer transactions, micro-payments as well as payment

solutions for merchants.

HDFC Bank, one of India's leading private sector banks, has now launched a

comprehensive mobile payment solution that encompasses several mobile commerce

scenarios. The latest initiative in HDFC Bank's digital banking offering christened

#GoDigital, 'PayZapp', allows one-click payments for all your spends.

PayZapp offers easy checkout using a single PIN without the need to enter credit/debit

card details or a code or OTP for the second factor authentication. The wallet in the app is

46
linked to your credit and debit card and acts as a virtual card - a virtual international card

that you can use for any transactions across the globe.

It doesn't have any transaction limit as well. Also, the app allows users to transfer

money instantly to anybody using a mobile phone or an email ID.

The app also integrates SmartBuy, a virtual mega marketplace from HDFC Bank that lists

all deals and offers by leading e-Commerce portals as well as utility payment options.

While HDFC Bank has managed to partner with leaders like Flipkart, Makemytrip,

Cleartrip, BookMyShow, Expedia, GoIbibo, Yatra and Big Basket at the launch, the

bank intends to get over 10,000 merchants onboard in next 45 days.

What you can do with payzapp

 Mobile recharge
 Book movie tickets
 Get best travel deals
 Order and pay for dining, fast food
 Online grocery shopping
 Buy gift card
 Online shopping

Humanoid robot IRA

HDFC bank has launched the first “humanoid” in the domestic banking space. The

human-sized robot IRA, will be deployed at a city branch very soon.

The robot will act as an assistant to augment existing services that are being offered in the

branches.

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Hdfc bank EVA Chatbot

Voted as India's smartest Chabot, EVA is a chat based solution on the HDFC Bank

website (www.hdfcbank.com) that enables the bank to solve basic customer queries

instantly; thereby eradicating human intervention. EVA works on Artificial Intelligence

technology and has natural language capabilities that determine the correct taxonomy of

the user’s input; pairing this with cognitive learning capabilities that extract, understand,

and act upon user queries.

48
HDFC Bank EasyKeys

A new and easy way of banking, EasyKeys is a digital offering from HDFC Bank that lets

you do banking transactions using your Android smartphone's keyboard without the need

for switching between Apps. With HDFC Bank EasyKeys, users can check their account

balance, transfer funds, recharge mobile / DTH, pay bills securely without switching apps

while continuing to send emails or chatting across platforms such as social media Apps,

SMS App, Email Apps, etc. It is the first alphanumeric and transactional keypad

being offered by an Indian bank, thereby making it innovative. Unlike other keypads,

it allows users to not only do banking transactions, but also use it as a by default keypad

for typing purpose.

49
HDFC Bank OnChat

A first of its kind solution provided by any Bank in India, HDFC Bank OnChat lets you

chat on Facebook messenger to avail services like bill payments, travel bookings, event

bookings, etc. You just need to chat with 'HDFC Bank OnChat' to complete any

transaction. It understands the user’s intent in English as well as Hinglish and does not

need specific commands as it is built on an intuitive Natural Language Processing (NLP)

based Artificial Intelligence(AI) platform. It is a one-stop solution for all your

requirements, so there is no need to download multiple apps for your daily needs. HDFC

50
Bank OnChat has won recognition from award forums like Asian Banking Federation,

etc.

Automating candidate interview process

HDFC Bank has launched an innovative interview platform that uses analytics, AI and

ML to conduct video based assessments and enables digital interviewing to screen and

select talent. The solution provides a comprehensive tool using multiple aspects for

decision-making by analyzing a candidate’s resume content as per the hiring manager's

requirement. The project has been globally recognized by platforms like Asian Banker

Summit and the Employee Engagement Achievers Awards.

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Missed Call Recharge

A first in Industry Innovation by HDFC Bank, Missed Call Recharge allows a customer

to recharge a prepaid mobile phone by simply giving a missed call to a dedicated number!

There’s no need to visit any shop, or download an app – all you need to do, is save 73 08

08 08 08 on your phone and give a missed call whenever you want to recharge

your phone! What’s more – you can connect your family or friend’s mobile

numbers to your account and allow them to recharge their phone easily too!

The service is available 24x7 and works for a smart phone as well as a featured phone.

Snap and search on Vahan Gyan App

Today’s consumers want instant information – and this is undoubtedly the case when

they’re shopping for a new car. With this in mind, HDFC Bank has launched a feature

“Snap & Search” on the Bank’s Vahan Gyan App which enables users to quickly find out

how much a loan would be for a specific make or model and what are the EMI options

available for each variant & model. All the user needs to do is click or upload a picture of

a car of his choice and the app will display information such as car name, price range,

52
variants, specifications, offers, user reviews and EMI options. This feature also marks

HDFC Bank’s foray is the field of Augmented Reality by giving the users a digital feel of

the physical world. Currently the feature is available only on the employee app for

searches based on live car images or high resolution car pictures and will soon be

launched for the customers through the bank’s Autopedia App.

How HDFC Bank is giving shape to its digital vision

The bank has undertaken several initiatives to change the way the relationship works

between the bank and customers. It have undertaken steps on lending, payments,

transactions, communication, data analyses as well as in-house, in terms of training our

employees to understand how banking works in the digital world. All of these offerings

are meant to ease the way the customer interacts with the bank.

The bank have been closely monitoring trends that have emerged in the fintech (financial

technologies) and startup space to keep looking for ideas that how it can improve its

offerings. It has been working with a lot of fintech startups to bring in solutions that it can

offer to its customers. The impact of these initiatives is showing. Ten years ago, the share

of Internet and mobile banking transactions [as a percentage of total transactions] stood at

13 percent. In FY13, it stood at 44 percent, in FY14, it was 55 percent. In FY15, the

number was at 63 percent. Last fiscal, it has gone up to 71 percent. The share of branch

transactions today has gone down to 11 percent.

HDFC Bank, which serves over 37 million customers through more than 4,500 branches

and 12,000 automated teller machines across India.

53
It involves HDFC Bank’s deeper engagement with the so-called fintech companies. For

instance, for EVA, it worked with a fintech firm called Senseforth, while Facebook

Messenger integration was done along with another fintech partner, Niki.ai. It is

currently working with at least 25 fintech companies in areas ranging from AI and

marketing to risk, analytics and payments.

Conclusion

With HDFC Bank’s secure Digital Banking, you can carry out hassle-free transactions

from the comfort of your home without needing to worry about the security of your

money.

HDFC Bank has a secure banking policy to protect you from any unwanted access. At

HDFC Bank, it strive to give you a secure digital banking experience.

To some customers digital banking is not relevant or required as they are carrying out

banking operations smoothly in manual mode as per their long time habit.

2. Security issue regarding digital banking is found to be a common and important

concern. This is influenced by their low confidence in ensuring foolproof handling of

transactions at all times as well as regular media reports of hacking and stealing from

bank accounts.

3. Some elderly respondents stated that they prefer manual banking as part of their long

habit and visiting banks enable them to pass time as well as socialize at bank premises.

4. Some business persons stated that they are skeptical about losing their business privacy

on using net banking.

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Regarding the issue why many customers are not using digital channels, some were found

to lack awareness and knowledge about use of digital channels.

55