Echapter 1

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ECHAPTER 1: INTRODUCTION
1.1DEFINE BANKING:
Banking can be defined as the business activity of accepting and safeguarding money owned
by other individuals and entities, and then lending out this money in order to earn a profit.
However, with the passage of time, the activities covered by banking business have widened
and now various other services are also offered by banks. The banking services these days
include issuance of debit and credit cards, providing safe custody of valuable items, lockers,
ATM services and online transfer of funds across the country / world.
1.2 HISTORY OF BANKING:
The history of banking refers to the development of banks and banking throughout history,
with banking defined by contemporary sources as an organization which provides facilities
for acceptance of deposits and provision of loans.
Banking is nearly as old as civilization. The history of banking could be said to have started
with the appearance of money. The first record of minted metal coins was in Mesopotamia in
about 2500 B.C. the first European bank notes, which was handwritten appeared in 1661, in
Sweden.Cheque and printed paper money appeared in the 1700’s and 1800’s, with many
banks created to deal with increasing trade.
Modern banking began in Venice. The word bank comes from the Italian word “ban co”,
meaning bench, because money lenders worked on benches in market places. The bank of
Venice was established in 1171 to help the government raise finance for a war.
At the same time, in England merchant started to ask goldsmiths to hold gold and silver in
their safes in return for a fee. Receipts given to the Merchant were sometimes used to buy or
sell, with the metal itself staying under lock and key. The goldsmith realized that they could
lend out some of the gold and silver that they had and charge interest, as not all of the
merchants would ask for the gold and silver back at the same time. Eventually, instead
of charging the merchants, the goldsmiths paid them to deposit their gold and silver.
The bank of England was formed in 1694 to borrow money from the public for the
government to finance the war of Augsburg against France. By 1709, goldsmith was
using bank of England notes of their own receipts.
New technology transformed the banking industry in the 1900’s round the world, banks
merged into larger and fewer groups and expanded into other countries.
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1.3BANKING INDUSTRY IN INDIA:
In today’s dynamic world banks are inevitable for the development of a country. Banks play a
pivotal role in enhancing each and every sector. They have helped bring a draw of
development on the world’s horizon and developing country like India is no exception.
Banks fulfills the role of a financial intermediary. This means that it acts as a vehicle for
moving finance from those who have surplus money to (however temporarily) those who
have deficit. In everyday branch terms the banks channel funds from depositors whose
accounts are in credit to borrowers who are in debit.
Without the intermediary of the banks both their depositors and their borrowers would have
to contact each other directly. This can and does happen of course. This is what has lead to
the very foundation of financial institution like banks.
Before few decades there existed, some influential people who used to land money. But a
substantially high rate of interest was charged which made borrowing of money out of the
reach of the majority of the people so there arose a need for a financial intermediate.
The Bank have developed their roles to such an extent that a direct contact between the
depositors and borrowers in now known as disintermediation.
Banking industry has always revolved around the traditional function of taking deposits,
money transfer and making advances. Those three are closely related to each other, the
objective being to lend money, which is the profitable activity of the three. Taking deposits
generates funds for lending and money transfer services are necessary for the attention of
deposits. The Bank have introduced progressively more sophisticated versions of these
services and have diversified introduction in numerable areas of activity not directly relating
to this traditionaltrinity.
The banking scenario in India has been changing at fast pace from being just the borrowers
and lenders traditionally, the focus has shifted to more differentiated and customized
product/service provider from regulation to liberalization in the year 1991, from planned
economy to market.
Economy, from licensing to integration with Global Economics, the changes have been swift.
All most all the sector operating in the economy was affected and banking sector is no
exception to this. Thus, the whole of the banking system in the country has undergone a
radical change. Let us see how banking has evolved in the past 57 years of independence.
After independence in 1947 and proclamation in 1950 the country set about drawing its road
map for the future public ownership of banks was seen inevitable and SBI was created in
1955 to spearhead the expansion of banking into rural India and speed up the process of
magnetization.
Political compulsions brought about nationalization of bank in 1969 and lobbying by bank
employees and their unions added to the list of nationalized banks a few years later.
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Slowly the unions grew in strength, while bank management stagnated. The casualty was to
the customer service declined, complaints increased and bank management was unable to
item the rot.
In the meantime, technology was becoming a global phenomenon lacking a vision of the
future and the banks erred badly in opposing the technology up gradation of banks. They
mistakenly believed the technology would lead to retrenchment and eventually the
marginalization of unions.
The amendment of banking regulation act in 1993 saw the entry of new private sector banks
and foreign banks.
MAJOR PLAYER IN INDIA
1. HDFC BANK LTD

2. ICICI BANK LTD
3. STATE BANK OF INDIA LTD
4. PUNJAB NATOINAL BANK LTD
5. BANK OF BARODA LTD
6. FEDERAL BANK LTD
7. AXIS BANK LTD
8. ING VYSYA BANK LTD
9. IDBI BANK LTD
10. INDUSIND BANK LTD
11. YES BANK LTD
There are various types of banks and they can be divided into some of the following
categories:
Savings banks: These banks function with the intention to culminate saving habits among
people, especially those who belong to low income groups or those who are salaried. The
money these people deposit in the banks are invested in securities, bonds etc. These days,
many commercial banks perform the dual functions of savings bank. The postal department is
also in a way a saving bank.
Commercial banks: These banks function to help the entrepreneurs and businesses. They
give financial services to these businessmen like debit cards, banks accounts, short term
deposits, etc. with the money people deposit in such banks. They also lend money to
businessmen in the form of overdrafts, credit cards, secured loans, unsecured loans and
mortgage loans to businessmen. The commercial banks in the country were nationalized in
1969. So the various policies regarding the loans, rates of interest and loans etc are controlled
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by the Reserve Bank. These days, the commercialized banks provide some services given by
investment banks to their clients.
The commercial banks can be further classified as: public sector bank, private sector banks,
foreign banks and regional banks.
a) The Public sector banks are owned and operated by the government, who has a major
share in them. The major focus of these banks is to serve the people rather earn profits. Some
examples of these banks include State Bank of India, Punjab National Bank, Bank of
Maharashtra, etc.
b) The Private sector banks are owned and operated by private institutes. They are free to
operate and are controlled by market forces. A greater share is held by private players and not
the government. For example, HDFC Bank, Kotak Mahindra Bank etc.
c) The Foreign banks are those that are based in a foreign country but have several branches
in India. Some examples of these banks include; HSBC, Standard Chartered Bank etc.
d) The Regional rural banks were brought into operation with the objective of providing
credit to the rural and agricultural regions and were brought into effect in 1975 by RRB Act.
These banks are restricted to operate only in the areas specified by government of India.
These banks are owned by State Government and a sponsor bank. This sponsorship was to be
done by a nationalized bank and a State Cooperative bank. Prathama Bank is one such
example, which is located in Moradabad in U.P.
e) Cooperative banks: These banks are controlled, owned, managed and operated by
cooperative societies and came into existence under the Cooperative Societies Act in 1912.
these banks are located in the urban as well in the rural areas. Although these banks have the
same functions as the commercial banks, they provide finance to farmers, salaried people,
small scale industries,etc. and their rates of interest of are quite low comparatively.
There are three types of cooperative banks in India, namely:
Primary credit societies: These are formed in small locality like a small town or a village.
The members using this bank usually know each other and the chances of committing fraud is
minimal.
Central cooperative banks: These banks have their members who belong to the same
district. They function as other commercial banks and provide loans to their members. They
act as a link between the state cooperative banks and the primary credit societies.
State cooperative banks: these banks have a presence in all the states of the country and
have their presence throughout the state.
Investment banks: These are financial institutions that provide financial and advisory
assistance to their customers. Their clients can be individuals, businesses, or government
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organizations. They assist their customers to raise funds when required. These banks act as
the underwriters for their customers when they want to raise capital by issuing securities. In
some cases, they also help their customers to issue securities.
When there is a merger or an acquisition, they provide their customers with the necessary
support like marketing, foreign trading, foreign exchange, sale of equities, fixed income
instruments etc. Apart from raising capital, these banks render valuable financial advise to
their customers and various kinds of businesses. Some examples of these banks include, Bank
of America, Barclays Capital, Citi Bank, Deutsche Bank etc.
Specialized banks: These provide unique services to their customers. Some such banks
include, foreign exchange banks, development banks, industrial banks, export import banks
etc. These banks also provide huge financial support to businesses and various kinds projects
and traders who have to import or export their goods or services.
Central bank: The central bank is also called the banker's bank in any country. In India, the
Reserve Bank of India is the central bank. The Federal Reserve in USA and the Bank of
England in UK function as the central bank. This bank makes various monetary policies,
decides the rates of interest, controlling the other banks in the country, manages the foreign
exchange rate and the gold reserves and also issues paper currency in a country. The
monetary control is the primary function of a central bank in most countries and so they are
considered as the lender of last resort to various commercial banks.
The banking system has witnessed a huge growth and the competition amongst various banks
have increased these days. The boom in e-commerce industry, globalization, and increased
popularity of internet has made it vital for the banks keep up with the latest technology
trends. With the entry of the private and global banks in the market, the competition amongst
the banks has increased in the country. They provide a wide variety of services other than
borrowing and lending money to people
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1.4A PARADIGM SHIFT: ONLINE AND ATMS USAGES: (SNAPSHOTS)
CHAPTER 2: ORGANISATION PROFILE
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2.1 SNAPSHOT:
2.2 COMPANY PROFILE:
The HDFC Bank was incorporated on August 1994 by 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. The Housing Development Finance
Corporation (HDFC) was amongst the first to receive an 'in principle' approval from the
Reserve Bank of India (RBI) to set up a bank in the private sector, as part of the RBI's
liberalization of the Indian Banking Industry in 1994.
It has about 76,286 employees including 12,680 women and has a presence in Bahrain, Hong
Kong and Dubai.HDFC Bank is the second largest private bank in India as measured by
assets. It is the largest bank in India by market capitalization as of February 2016. It was
ranked 58th among India’s most trusted brands according to Brand Trust Report, 2015.
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2.3 FORMATION OF THE COMPANY:
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.
 Promoter
HDFC is India's premier housing finance company and enjoys an impeccable track record in
India as well as in international markets. Since its inception in 1977, the Corporation has
maintained a consistent and healthy growth in its operations to remain the market leader in
mortgages. Its outstanding loan portfolio covers well over a million dwelling units. HDFC
has developed significant expertise in retail mortgage loans to different market segments and
also has a large corporate client base for its housing related credit facilities. With its
experience in the financial markets, strong market reputation, large shareholder base and
unique consumer franchise, HDFC was ideally positioned to promote a bank in the Indian
environment.
 Business Focus
HDFC Bank's mission is to be a World Class Indian Bank. The objective is to build sound
customer franchises across distinct businesses so as to be the preferred provider of banking
services for target retail and wholesale customer segments, and to achieve healthy growth in
profitability, consistent with the bank's risk appetite. The bank is committed to maintain the
highest level of ethical standards, professional integrity, corporate governance and regulatory
compliance. HDFC Bank’s business philosophy is based on five core values: Operational
Excellence, Customer Focus, Product Leadership, People and Sustainability.
 Capital Structure
As on 31st March 2017 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 512,50,91,434/- ( i.e 2562545717 equity
shares of Rs. 2/- each). The HDFC Group holds 21.198 % of the Bank's equity and about
18.458 % 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). 34.354
% of the equity is held by Foreign Institutional Investors (FIIs) and the Bank has 4,81,983
shareholders.
The shares are listed on the BSE Limited and The National Stock Exchange of India Limited.
The Bank's American Depository Shares (ADS) are listed on the New York Stock Exchange
(NYSE) under the symbol 'HDB' and the Bank's Global Depository Receipts (GDRs) are
listed on Luxembourg Stock Exchange under ISIN No US40415F2002.
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 CBoP and Times Bank Amalgamation
On May 23, 2008, the amalgamation of Centurion Bank of Punjab with HDFC Bank was
formally approved by Reserve Bank of India to complete the statutory and regulatory
approval process. As per the scheme of amalgamation, shareholders of CBoP received 1 share
of HDFC Bank for every 29 shares of CBoP.
The amalgamation added significant value to HDFC Bank in terms of increased branch
network, geographic reach, and customer base, and a bigger pool of skilled manpower.
In a milestone transaction in the Indian banking industry, Times Bank Limited (another new
private sector bank promoted by Bennett, Coleman & Co. / Times Group) was merged with
HDFC Bank Ltd., effective February 26, 2000. This was the first merger of two private banks
in the New Generation Private Sector Banks. As per the scheme of amalgamation approved
by the shareholders of both banks and the Reserve Bank of India, shareholders of Times Bank
received 1 share of HDFC Bank for every 5.75 shares of Times Bank.
 Distribution Network
HDFC Bank is headquartered in Mumbai. As of March 31, 2017, the Bank’s distribution
network was at 4,715 branches across 2,657 cities. All branches are linked online on a real-
time basis. Customers across India are also serviced through multiple delivery 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 12,260 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.
 Management
HDFC Bank's Board of Directors comprises eminent individuals with a wealth of experience
in public policy, administration, industry and commercial banking. Senior executives
representing HDFC Ltd. are also on the Board.
Various businesses and functions in the Bank are headed by senior executives with work
experience in India and abroad. They report to the Managing Director. The Bank is focused
on recruiting and retaining the best talent in the industry as it believes that its people are a
competitive strength.
 Technology
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HDFC Bank operates in a highly automated environment in terms of information technology

and communication systems. All the bank’s branches have online connectivity, which enables
the bank to offer speedy funds transfer facilities to its customers. Multi-branch access is also
provided to retail customers through the branch network and Automated Teller Machines
(ATMs).
The Bank has made substantial efforts and investments in acquiring the best technology
available internationally, to build the infrastructure for a world class bank. In terms of core
banking software, the Corporate Banking business is supported by Flexcube, while the Retail
Banking business by Finware, both from i-flex Solutions Ltd. The systems are open,
scaleable and web-enabled.
The Bank has prioritised its engagement in technology and the internet as one of its key goals
and has already made significant progress in web-enabling its core businesses. In each of its
businesses, the Bank has succeeded in leveraging its market position, expertise and
technology to create a competitive advantage and build market share.
 Business
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.
2.4 MISSION:
 World Class Indian Bank
 Benchmarking against international standards.
 To build sound customer franchises across distinct businesses
 Best practices in terms of product offerings, technology, service levels, risk

management and audit &complianc
2.5 VISION STATEMENT OF HDFC BANK:
The HDFC Bank is committed to maintain the highest level of ethical standards, professional
integrity and regulatory compliance. HDFC Bank’s business philosophy is based on four core
values such as:-
1. Operational excellence.
2. Customer Focus.
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3. Product leadership.
4. People.
The objective of the HDFC Bank is to provide its target market customers a full range of
financial products and banking services, giving the customer a one-step window for all
his/her requirements. The HDFC Bank plus and the investment advisory services programs
have been designed keeping in mind needs of customers who seeks distinct financial
solutions, information and advice on various investment avenues.
2.6 BUSINESS STRATEGY:
 Increasing market share in India’s expanding banking

 Delivering high quality customer service
 Maintaining current high standards for asset quality through disciplined credit risk
management
 Develop innovative products and services that attract targeted customers and
address inefficiencies in the Indian financial sector.
2.7 PRODUCTS AND SERVICES OFFERED BY THE COMPANY:
HDFC Bank offers a wide range of commercial and transactional banking services and
treasury products to wholesale and retail customers. The bank has three key business
segments:
Wholesale Banking Services – The Bank's target market ranges from large, blue–chip
manufacturing companies in the Indian corporate to small & mid–sized corporates and agri–
based businesses.
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.
Treasury – Within this business, the bank has three main product areas – Foreign Exchange
and Derivatives, Local Currency Money Market & Debt Securities, and Equities. The
Treasury business is responsible for managing the returns and market risk on this investment
portfolio. HDFC Securities (HSL) and HDB Financial Services (HDBFSL) are its
subsidiaries.
Services offered by the company:

Personal Banking
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 Accounts & Deposits
 Loans
 Cards
 Forex
 Investments & Insurance
 Demat
NRI Banking
 Accounts & Deposits
 Remittances
 Investments & Insurance Loans Payment Services
Wholesale Banking
 Corporate
 Small & Medium Enterprises
 Financial Institutions & Trusts
 Government sector
2.8 AWARDS
HDFC Bank began operations in 1995 with a simple mission: to be a "World-class Indian
Bank". We realized that only a single-minded focus on product quality and service excellence
would help us get there. Today, we are proud to say that we are well on our way towards that
goal.
Over the years, the Bank has received recognition and awards from several leading
organizations and publications, both domestic and international.
Some Important Awards Are:
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About HDFC Bank Fancy Bazaar Branch
The HDFC Bank Fancy Bazar branch is located at Mishra Complex, Hem Baruah Road,
Guwahati Assam 781001. HDFC Bank Fancy Bazaar Branch is the second branch opened in
North-East India after the G.S Road Branch and is the largest branch in terms of business
volume having a market value of 600 crores(CASA-335crores). The branch consists of 25
employees.
Fancy Bazaar is busy commercial area as central location of various commercial enterprises.
Fancy Bazaar Branch caters approximately 1500 current account customers and more 4500
savings account customers. Everyday branch deals with huge number of customers in terms
of cash deposits, withdrawal, RTGS/NEFT.
Fancy Bazaar Branch being a current account centric branch faces with certain complexities
in order to meet the Digital Banking target set for the branch. As, most of the traders deals in
either cash or cheque. Although the number has been increasing year by year to move about
29% of the current account customers to Digital platform in the year 2014, succeeded by 37%
in the year 2015, 45% in the year 2016 and more than 50% has been achieved by 2017.
Earlier where there used to be more than 250 NEFT and 150 RTGS, which has come down to
100 and 50 respectively.
The major obstacle for Fancy Bazaar Branch in order to convert customer from traditional
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banking to digital banking is the location of the market area (Gallapaty area). Where Traders
are located deep inside the market, where telecommunication network is a major issue. As
soon as one enters the market he gets detached from the network signals so carrying out
transactions by digital means becomes impossible there. Along with this, maximum number
of customers deals in either cash or cheque because of which they don’t want to opt for
digital banking services.
HDFC Fancy Bazar Branch
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Some Snapshot Of The Fancy Bazar HDFC Branch Surroundings:
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ABOUT HDFC DIGITAL BANKING
UNDERSTANDING DIGITAL BANKING:
Digital banking is the digitization (or moving online) of all the traditional banking
activities and programs that historically were only available to customers when physically
inside of a bank branch. This includes activities like:
 Money Deposits, Withdrawals, and Transfers
 Checking/Saving Account Management
 Applying for Financial Products
 Loan Management
 Bill Pay
 Account Services
Digital Banking means delivering of banking services, through the use of electronic channels
like internet via computers, mobiles, ATMs and other digital devices.
TRADITIONAL BANKING VS DIGITAL BANKING:

1. Banks exist physically for serving the customers whereas Internet banks do not have
physical presence as services are provided online.
2. Traditional Banking consumes a lot of time as customers have to visit banks to carry out bank
transactions like — checking bank balances, transferring money from one account to another.
It does not consume time as customers do not have to visit banks to check bank balances or to
transfer money from one account to another. Customers can access their account readily from
anywhere with a computer and internet access.
3. In traditional banking people have to visit banks only during the working hours.
Internet banking is available at any time and it provides 24 hours access.
4. Traditional banking does not encounter e-security threats. Online banking is the
tempting target for hackers. Security is one of the problems faced by customers in
accessing accounts through internet.
5. ln traditional banks, the employees and clerical staff of the bank can attend only few
customers at a time. In online banking, the customers do not have to stand in queues
to carry out certain bank transactions.
6. In traditional banking customers who often travel abroad cannot pay close attention
and control their finances whereas in digital banking customers who often travel
abroad can have greater control over their finances.
The Digital Banking Journey:
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Digital Banking means more than just going paperless. Leading players are offering a new
and improved customer experience and delivering faster and more efficient services.
Digital banking has been around for years, with many experts calling it the cure for the
shattered banking industry after the recent financial crisis. And they are probably right.
However, banks are not known for being fast movers. Customers are still waiting for this new
banking experience, touted as a revolutionary transformation that will bring many new
features, including anytime and anywhere banking. The Banking industry has been in a
comfortable position for some years with low customer turnover, almost no regional
competition, good personal relationships and trust as selling points and not much intervention
from regulators. Staying ahead of the curve was easy, and there was no pressure to change.
Now, new competitors from adjacent industries and financial technology startups are flooding
the market with innovative, technology-driven deviations from the traditional banking model.
They are making decisions much faster and have access to a plethora of offers, leaving
financial institutions struggling for customer loyalty.
The challenges in this fast-moving world, demanding digital world are tough. The issue is not
finding new digital solutions; the issue is the industry’s long-standing history of not keeping
in shape. The best running shoes will not make up for fitness level, and banks are just
warming up for the road ahead.
According to a report by Efma and A.T. Kearney after interviewing banks around the world
to analyze the impact of digital banking, it has been found that in Eastern Europe, especially
in Poland and Czech Republic, some banks are actively pushing digital banking and are
making good progress. Customers are embracing the trend. But overall, it’s happening on a
small scale.
In countries like India and Russia, banks are less euphoric about digital banking and are still
working on fundamentals where countries in Southern Europe like Netherlands and Denmark
are committed to digital banking. In Netherlands, big banks are primary players who are
pushing digital banking. The banks in The US, The UK and Singapore are already in a path to
completely digitize their primary banks.
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Digital Banking Iniatiaves by HDFC Bank:
Digital Applications:
1) PayZapp:
“All payments, One App, One Click”
HDFC Bank PayZapp, a complete payment solution, giving you the power to pay in just
one click. With PayZapp, you can shop on your mobile at partner apps, buy movie tickets,
music and groceries, compare and book flight tickets and hotels, shop online and get great
discounts at SmartBuy, send money to anyone in your contact list, pay bills and recharge your
mobile, DTH and data card.
Advantages:
 Online shopping: Experience One Click payments on partner apps such as Big
Basket, MakeMyTrip.com, Cleartrip.com, Bookmyshow.com and more.
 SmartBuy: Get great deals in one place. Compare and book flight tickets and hotels,
shop online, buy music and experience one click payments
 Send Money instantly to anyone in your phone book or email list.
 Bill Payments anytime anywhere
 Mobile/DTH/Data cardRecharge .
2) Smart Buy:
SmartBuy is an HDFC Bank e-commerce venture specially
designed and initiated to give all its customers a friendly and exclusive
platform to get the smartest and best transaction in town.
Whether it’s making an instant travel or an entertainment plan or even taking care of your
payments and mobile recharges, or shopping for the finest deals you could do it all right here
on www.offers.smartbuy.hdfcbank.com.
SmartBuy products and Services:
 Shopping
 Travel
 Entertainment
 Bill Payment and mobile recharge
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3) Chillr:
Chillrapp developed by mobimeis launching for HDFC Bank and is
available as a revolutionary new app that lets you send money
immediately to anyone in your phone book, 24 hours a day, 7 days a
week. No more of adding beneficiaries.
Advantages:
You can request money, split bills amongst friends and can also recharge your mobile, DTH
& data cards. Soon you will be able to pay at online or offline stores using exclusively for
customers.
4) Mobile Banking:
HDFC Bank's Mobile Banking is the most Convenient and easy way to stay connected to
your bank always! You can do over 75 plus transactions on your smart phone through our
Mobile Banking App or mobile browser. Go Digital – “Bank AapkiMutthi Mein”
Security features of mobile banking through apps and browsers-
No information is stored on your mobile phone or SIM card. So even if your

phone is lost or stolen, your account is absolutely safe and cannot be
compromised. In addition, you can call customer service and report your phone as
stolen and we will deactivate your IPIN and issue you a fresh IPIN HDFC Bank
Mobile Banking offers you the same unparalleled level of security as HDFC Bank
Net Banking.
5)VahanGyan:
HDFC Bank VahanGyan is a Sales Enablement Solution for the ones who are dealing with
vehicle loans. It’s a comprehensive knowledge bank of everything about Cars and Bikes with
details like On-Road-Price, EMIs, Pictures, Specifications, Offers, Reviews, Videos, etc.
Access all the information about existing / upcoming vehicle categorized by

brand/price/EMIs. You can also get info about Comparison and Exchange of your Car and
Bike. Explore Used Car / Used Bike to assist your customers too. Used Cars Seller Details
Available for contacting.
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Digital Products:
LOANS IN 10 SECONDS:
“Jab bhichaho loan pao!” Get loan instantly credited in your account
in 10 seconds.
Advantages:
1. Instant Loan disbursal
2. Paperless and online

3. First of its kind in Banking industry
QUICK MONEY:
QuickMoney is path-breaking, paperless top-up car loan product and first of its kind in the
Banking Industry. Customer having QuickMoney offer in their Netbanking can disburse this
loan in no time. The amount gets credited to the customer's a/c instantly.
Advantages:
1. Get loans for the widest range of cars and multi-utility

vehicles.
2. Avail up to 100% finance on your favorite car.
3. Get exclusive customer privileges.
ZIP DRIVE:
ZipDrive is instant Car Loan disbursal, exclusively for HDFC Bank customers. Customers
having ZipDrive Offer on their Netbanking, can chose the car model and dealer online and
disburse the car loan themselves.
Advantages:
1. Get loans for the widest range of cars and multi-utility vehicles.
2. Avail up to 100% finance on your favorite car.

3. Get exclusive customer privileges.
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ZIP RIDE:
First Time Online Disbursal of a Two-Wheeler Loan. Pre-approved customers with ZipRide
offer can disburse Two-wheeler loan for their preferred bike instantly to Dealers account.
Advantages:
1. Up to 100%* finance on select models.

2. 2Flexi-Repay options, ranging from 12-48 months
3. 3Hassle free and speedy loans - No Guarantor required
LOAN AGAINST CREDIT CARD:

Your Credit Card can also get you a loan for all your needs. Insta Loan and Insta Jumbo Loan
are pre-approved loans that suit in case of medical emergency, fee payments or to buy
electronics, furniture, etc.
Advantages:
1. On HDFC Bank Credit Cards, you can convert purchases except Jewellery into
smart EMIs. You can also transfer your Credit Card/Loan outstanding balance
from other bank/financial institutions to HDFC Bank Credit Cards.No
documentation is required. Do away with application forms, collateral or security
2. Instant Credit
3. Flexible Repayment Tenure
4. Attractive Interest Rate
NET BANKING:
HDFC Bank offers a comprehensive range of transactions across multiple products through
its Net Banking channel. So by just logging into Net Banking one could conduct 200+
transactions from the comfort of their home or office. One can check Account Balance, book
Fixed and Recurring Deposits, Download A/c Statement up to 5years, pay Bills, Recharge
Mobile/DTH connection and much more in a secured environment.
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Net Banking is an incredibly convenient and powerful tool, letting users do everything they
want with their accounts at the click of a mouse. It is Real Time, giving users up-to-the-
second details on their account. All they need to do is Log in using Customer ID and IPIN
(Net Banking password). Customer ID is mentioned on your account statement/ account
welcome letter/ cheque book. People can re-generate your IPIN online in 3 easy steps.
Some of the transactions you can do through Net-Banking are:
 Check your account balances and download 5-year account statement in 5 formats,
instantly
 Book Fixed Deposit / Recurring Deposit
 Pay Utility Bills
 View your Credit Card details and pay your Credit Card Bills
 Recharge your Prepaid Mobile & DTH Connections
 Invest in Mutual Funds Online
 Book IRCTC Tickets online
 Purchase a Gift Card
 Pay your Taxes online
 Update your PAN Details online
 View your Tax Credit Statement (Form 26 AS)
 Request for a Demand Draft/ Chequebook
 Request Stop Payment of a Cheque/ Hotlist you Debit Card/ Credit Card
 View your Loan details
 Apply for IPO
 Request for Debit Card PIN Regeneration
 Register for Third Party Transfer
 Transfer funds between accounts within HDFC Bank and other Bank Accounts
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CHAPTER 3: ABOUT THE PROJECT
3.1 THE TOPIC:

“Challenges and Impact of Digital Banking Applications among the Traders of Fancy
Bazar Area in Guwahati”
At HDFC Bank, The Intern was assigned with the topic “Challenges and Impact of Digital
Banking Applications among the Traders of Fancy Bazar Area in Guwahati” for my project
work. The Intern joined the company as a Project Intern. The selection of the topic is to know
the challenges and problems faced by the customers through the digital banking applications
and knowing about the impact of the applications provided by HDFC on the customers’
business.
3.2SCOPE OF THE PROJECT:

This project will help the intern find how aware the customers of Fancy Bazar are about the
Digital Banking Applications provided by HDFC Bank. There are numerous number of
applications HDFC have introduced so that transactions can be made easily and as fast as
possible. However, people are still scared about making transactions digitally. Huge amount
of transactionsare made daily by the business men of the Fancy Bazar Area. Therefore, this
project will let me know about the challenges customers face during digital transactions and
about the impact of digital banking in the customers trading business.
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3.3OBJECTIVES OF THE PROJECT:
 To know about the importance of digital banking applications amongst respondents.

 To identify the reasons for not adopting digital banking services.
 To know about the impact of the digital banking application users in their trading
business.
 To identify age wise classification of customers who visit the traditional branch for
banking systems.
 To identify the no. of customers who prefers to use banking services at an ease.
 To know about the familiarity of the customers with digital banking.
CHAPTER 4: RESEARCH METHODOLOGY
4.1 RESEARCH METHODOLOGY:

Research may be very broadly defined as systematic gathering of data and information and its
analysis for advancement of knowledge in any subject. Research attempts to find answer
intellectual and practical questions through application of systematic methods.
In the Encyclopedia of Social Sciences, D. Slesinger and M. Stephension (1930) defined

research as “the manipulation of things, concepts or symbols for the purpose of generalizing
to extend, correct or verify knowledge, whether that knowledge aids in the construction of
theory or in the practice of an art”.
According to Redman and Mory (1923), research is a “systematized effort to gain new
knowledge”. It is an academic activity and therefore the term should be used in a technical
sense. According to Clifford Woody (kothari, 1988), research comprises “defining and
redefining problems, formulating hypotheses or suggested solutions; collecting, organizing 4
and evaluating data; making deductions and reaching conclusions; and finally, carefully
testing the conclusions to determine whether they fit the formulated hypotheses”.
4.2 RESEARCH DESIGN:
A research design helps to decide upon issues like what, when, where, how much, by what
means etc.A research design is the arrangement of conditions for collection and analysis of
data in a manner that aims to combine relevance to the research purpose with economy in
procedure.
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4.3 SAMPLE DESIGN:
A sample design is a definite plan for obtaining a sample from a given population (Kothari,
1988). Sample constitutes a certain portion of the population or universe. Sampling design
refers to the technique or the procedure the researcher adopts for selecting items for the
sample from the population or universe. A sample design helps to decide the number of items
to be included in the sample, i.e., the size of the sample. The sample design should be
determined prior to data collection. There are different kinds of sample designs which a
researcher can choose. Some of them are relatively more precise and easier to adopt than the
others. A researcher should prepare or select a sample design, which must be reliable and
suitable for the research study proposed to be undertaken.
4.4SAMPLE PROCEDURE:
Convenient and Judgmental was employed for collecting primary data for the study. HDFC
Bank allotted the area Fancy bazar, Guwahati.The intern was asked to target the traders
available in that area. A survey was conducted and a visit to the traders were made.
4.5DATA COLLECTION:
There were two types of data sources used in this research. These were
 Secondary Data
Secondary data is the data collected from already been used or published information
like journals, diaries, books, etc. in this research project, secondary source used were
various journals and existing data set of the customers with the bank.
Using a lot of information from books, journals, websites and HDFC applications
with respect to the title of the project, the questionnaire was prepared in order to
collect the primary data.
 Primary Data
Primary data is the data collected for the first time from the source and never been
used earlier. The data can be collected through interviews, observations and
questionnaires. In this project, an appropriate questionnaire was designed which was
filled by the customers of HDFC Bank to know their opinions regarding the Digital
Banking service provided by HDFC Bank.
Not every store owner was a HDFC account holder. So according to the project title,
while collecting data from several traders, the intern had to conduct a short interview
to acquire the required details. Due to lack of time the respondents were unable to
reply appropriately. Also, the intern was asked to visit customers who faced problems
using digital banking application and try to convince them about the ease of using it.
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Lastly, it was allowed to interact with customers who visited the branch and know
about their responses toward the bank.
4.6 PROCESS OF RESEARCH METHODOLOGY:

The internship started from 16rd May 2017. The intern reported to HDFC Bank Fancy Bazar
branch. The topic was given on the very first day. The intern was asked to report to the Fancy
Bazaar Branch daily at 8:30 am. The intern got introduced to the branch manager and was
asked to leave for the day.
So, the intern started working from 17th of May. The intern was asked to go to Bank daily
have interaction with the branch manager and was briefed about HDFC Bank, Digital
Banking for a week and was asked to watch and interact with the staff of the bank and
observe how they worked in the mean while the guide handed a list of 100 savings account
customers whose KYC were pending.
As per RBI’s notification there was requirement for KYC documentation so approx. 20-25
days the intern called near about 600 customers. This really helped intern to enhance
speaking skill and ways to deal with customers of different categories. The intern used to call
and interact with customers verify the documents and submitted it to the branch. So it was
nice experience.
Also, calls for pre-approved business loans, 10 second personal loan, two-wheeler loans were
made to the customers.
Finally, 15 days prior to the end of the internship in the bank, the intern started visiting
traders in the Gallapaty area had conversation with them on digital banking its advantages
and benefits and why they should go for Digital Banking and got the Questionnaire filled by
them to carry out the analysis for the report.
4.7 TOOLS USED FOR MAKING THE REPORT:

Classifications are made on count as well as on percentage basis. Frequency analysis is used
to create the data in tabular form. The data collected are made in tabular form with the help of
MS-Excel. Pie chart and Bar diagrams are used to represent the data for interpretation and
analysis.
4.8LIMITATIONS:
1. As my area of survey was Fancy Bazar, it was difficult to collect appropriate no. of
data within the limited time.
2. Most of the traders hesitated to share their ideas regarding the transactions.
3. A sample of 50 respondents was collected which might not give the exact percentage
of true sample size.
4. It was also difficult to make people believe about the positive impact of Digital
Banking in today’s world.
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CHAPTER 5: DATA ANALYSIS AND INTERPRETATION
To accomplish the project objectives a quantitative analysis and interpretation was

prepared in MS Excel and represented with the help of pie charts, bar diagrams and
column charts.
1. GENDER WISE CLASSIFICATION:
GENDER MALE FEMALE
TOTAL 47 3
PERCENTAGE 94 6
Table: 5.1
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Age No of Respondent Percentage
Less than 20 0 0
20-30 10 20
30-40 10 20
40-50 16 32
50-60 6 12
More than 60 8 16
Total 50 100
Fig: 5.1
DATA ANALYSIS AND INTERPRETATION: The above table 5.1 and fig 5.1 shows the
number of male and female respondents from the data collected. 94% of the respondents were
male and 6% were female.
2. AGE WISE CLASSIFICATION:
Table 5.2
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Fig: 5.2
DATA ANALYSIS AND INTERPRETATION: From the above table 5.2 and figure 5.2, it
is seen that the majority of respondents belonged to the age group of 40-50 years old (32%).
3. AGE WISE CLASSIFICATION OF CUSTOMERS VISITING

BRANCH FOR BANKING SYSTEMS:
1-2 1-3 1-3 3+

Never times/semester times/months times/week times/week
Less than 20 0 0 0 0 0
20-30 1 1 3 4 1
30-40 0 2 2 2 4
40-50 0 1 4 5 6
50-60 1 1 1 1 2
More than 60 1 1 1 2 3
Table: 5.3
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Figure: 5.3
DATA ANALYSIS AND INTERPRETATION: From the above table 5.3 and figure 5.3,
the analysis shows that the age group of 40-50 customers visit the bank branches more as
compared to other age groups. The total no. of customers in that group is 16 and out of 16, 6
customers visit the branch very often (3+ times/week). This is because through analysis it
was found out that the age group of 40-50 is more indulged in business and needs to make
huge transactions (in lakhs). So according to them, RTGS is a more convenient and trust
worthy way of transferring money instead of digital payments.
4. NO. OF CUSTOMERS PREFERING TO USE BANKING

SERVICES AT AN EASE: This study was conducted in order to know about the
services customers requires to have at an ease.
 BALANCE ENQUIRY:
PREFERENCE OF THE CUSTOMERS
NOT LEAST MOST
SERVICE PREFERED PREFERED NEUTRAL PREFERED PREFERED
BALANCE
ENQUIRY 0 3 10 10 27
Table: 5.4(a)
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Figure: 5.4(b)
DATA ANALYSIS AND INTERPRETATION: From the above table 5.4(a) and figure
5.4(b) it can be seen that 54% of the total customers mostly prefers to check their balance
very often. Followed by 20% and 6%. There were no customers in my sample size who did
not at all prefer to have balance enquiry as it is one of the most important part of transactions.
Some check quiet often whereas some very often.
 ASK FOR STATEMENT:
NOT LEAST MOST
SERVICE NEUTRAL PREFERED
PREFERED PREFERED PREFERED
ASK FOR
0 0 5 10 35
STATEMENT
Table: 5.4(c)
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Figure: 5.4(d)
DATA ANALYSIS AND INTERPRETATION: From the above table 5.4(c) and figure
5.4(d) it can be seen that 70% of the customers prefer to ask for statement of their
transactions which resembles that is one of the important part of banking. Digital products of
HDFC have made this part easy for every customer. The Mobile Banking App of HDFC
provides the feature of checking statement after every transaction.
 FUND TRANSFER:
NOT LEAST MOST
FUND
0 0 15 15 20
TRANSFER
Table: 5.4(e)
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Figure: 5.4(f)
DATA ANALYSIS AND INTERPRETATION:From the above table 5.4(e) and figure 5.4(f)
it is seen that fund transfer is something that everybody prefers. 40% of the customers prefers
fund transfer followed by 30%.
 PAYMENT SERVICES:
NOT LEAST MOST
PAYMENT
0 7 9 16 18
SERVICES
Table: 5.4(g)
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Figure: 5.4(h)
DATA ANALYSIS AND INTERPRETATION: From the above table 5.4(g) and figure
5.4(h) it can be seen that customers do prefer fund transfer at an ease. But about 36% of the
total customers finds it difficult to make payments through online applications hence not
preferred.
 OPENING FD AND RD:
NOT LEAST NEUTRA MOST
SERVICE PREFERED
PREFERED PREFERED L PREFERED
OPENING
0 5 7 18 20
FD/RD
Table: 5.4(i)
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Figure: 5.4(j)
DATA ANALYSIS AND INTERPRETATION: From the above table 5.4(i) and figure
5.4(j) it is seen that most of the customers do prefer having an FD or RD with the bank.
About 40% of the customers prefers having FDs and RDs. This is easily possible through net
banking or through the mobile banking app but most of the customers prefers traditional
system.
 OTHER SERVICE: REQUESTING CHEQUE BOOK, LOAN

REQUIREMENT AND DEBIT CARD AND CREDIT CARD REQUIREMENT:
NOT LEAST MOST
REQUEST FOR CHEQUE BOOK 0 0 5 15 30
LOAN REQUIREMENTS 2 7 6 20 15
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DEBIT CARD AND CREDIT CARD
REQUIREMENT 3 4 8 10 25
Table: 5.4 (k)
Figure: 5.4 (l)
DATA ANALYSIS AND INTERPRETATION: From table 5.4(k) and figure 5.4(l) it can be
seen that request for cheque books is the highest among other services. 60% of the customers
prefers having cheque book followed by 50% preferring to have debit cards and credit cards
and 40% prefers loan requirement.
These are services which can be easily used by the customers and apply through net banking
in todays digital world.
5. FAMILIARITY OF THE CUSTOMERS WITH DIGITAL APPLICATIONS:

This study was conducted in order to know about the familiarity of the applications
among the customers.
 HDFC MOBILE BANKING APP:
Familiarity among the Customers
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Not
HDFC Mobile Banking App Familiar Least Familiar Neutral Familiar Most Familiar
Familiarity 2 3 5 13 27
Table: 5.5 (a)
Figure: 5.5(b)
DATA ANALYSIS AND INTERPRETATION: From the above table 5.5(a) and figure
5.5(b) it is seen that about 54% of the customers are familiar with the HDFC Mobile Banking
App. As it is one of the most useful app with all the features in it, customers should be made
aware about it properly. But there are also customers who have heard about the app but they
do not use it. So, these customers should be trained to use it and perform services they require
easily.
 PayZapp:

PayZapp Not Familiar Least Familiar Neutral Familiar Most Familiar
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Table: 5.5(c)
Figure: 5.5 (d)
DATA ANALYSIS AND INTERPRETATION: From the above table 5.5 (c) and figure
5.5(d) it is seen that customers are quiet familiar about the app PayZapp. About 30% of the
customers are mostly familiar followed by 26% who are neutral (knows more or less about
it), 14% are familiar and 20% are least familiar while 10 % is not at all familiar.
 CHILLR:

Familiarity Not Familiar Least Familiar Neutral Familiar Most Familiar
Chillr 10 5 11 7 17
Table: 5.5(e)
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VahanGyan Not Familiar Least Familiar Neutral Familiar Most Familiar
Figure: 5.5(f)
DATA ANALYSIS AND INTERPRETATION: From the above table 5.5(e) and figure
5.5(f) it can be seen that Chillr is quiet a famous too. About 34% of the customers are familiar
with the app, but most of them do not use it. They prefer transferring money traditionally
which makes them feel safer about the successful transactions. At the same time, 20% of the
customers are totally not familiar about the app.Also, this app allows to split money among
friends which must be made aware among the customers.
 VAHAN GYAN:
Table 5.5 (g)
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Figure: 5.5(h)
DATA ANALYSIS AND INTERPRETATION: From the above table 5.5(g) and figure(h) it
is seen that only 10% of the total no. of customers are familiar with VahanGyan App. 40% of
the customers are not familiar that this app actually gives a comprehensive knowledge about
Cars and Bikes with details like On-Road-Price, EMIs, Pictures, Specifications, Offers,
Reviews, Videos, etc.
6. TO KNOW ABOUT THE IMPORTANCE OF DIGITAL BANKING IN

TODAYS WORLD.
IMPORTANCE OF DIGITAL BANKING APPS
NOT IMPORTANT SOMEWHAT IMPORTANT IMPORTANT VERY IMPORTANT
Less
than 20 0 0 0 0
20-30 10
30-40 3 4 3
40-50 6 8 2
50-60 2 4
More
than 60 1 4 2 1
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Table Obj:1
Figure Obj: 1
DATA ANALYSIS AND INTERPRETATION: From the above table and figure it is seen
that from the age group 20-30 years finds digital banking as one of the important service one
should use. Digital banking offers many things easily and allows us to subscribe services
online at an ease.
7. TO IDENTIFY THE REASONS FOR NOT ADOPTING DIGITAL BANKING

APPLICATIONS:
REASONS FOR NOT ADOPTING
RESONS NO. OF RESPONDENTS PERCENTAGE
SECURITY ISSUES 40 80%
NOT EASY TO USE 38 76%
UNAWARE OF THE APPLICATION 30 60%
INTERNET CONNECTION FAILURE 46 92%
TRUST ISSUES 49 98%
ALL 25 50%
Table Obj: 2
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Figure Obj: 2
DATA ANALYSIS AND INTERPRETATION: From the above table and figure it can be
seen that 98% of the customers hesitate to adopt digital banking applications because of trust
issues. Followed by 92% of the customers for not having proper internet connection. 80% for
security issues, 76% finds it difficult to use it, 60 % of the customers are not aware about the
features of the applications and 50% of the customers have common issues.
8. TO KNOW ABOUT THE IMPACT OF DIGITAL BANKING APPLICATIONS

USERS IN THEIR TRADING BUSINESS:
IMPACT OF DIGITAL BANKING IN TODAYS WORLD
AGE/IMPACT POSITIVE IMPACT NEGATIVE IMPACT
Less than 20 0 0
20-30 10 0
30-40 7 3
40-50 10 6
50-60 0 6
More than 60 7 1
Table Obj: 3
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Figure Obj: 3
DATA ANALYSIS AND INTERPRETATION: From the above table and figure it can be
seen that the age group 20-30 years thinks that digital banking have a positive impact on
today’s world. Followed by the age group 40-50 years and then 30-40 years.
The more the people are aware about it, the more they will feel the importance of digital
world today.
CHAPTER 6: FINDINGS
 From the analysis, it was found out that among the total no. of customers, 94% of the
customers were male and 6% was female.
 Respondents perceive Digital banking as a faster way of using banking services over
traditional banking but the major issue of not adopting the services are trust issues.
Security issues, internet failure, etc.
 Digital banking services are used by the traders mostly for huge transactions among
their clients. From age group 20-30 years think it to be playing an important role and
have made an impact in today’s life.
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 Online shopping, mobile recharge, booking tickets online are regularly used by the
respondents while they are still skeptical about paying their taxes or transferring funds
through digital channels.
 The foremost reason for not adopting Digital Banking Applications by the
respondents is that they are not well trained about the features of the application
which results them to hesitate to trust the digital world. They are unaware about the
pros and cons of the applications.
 Very less percentage of customers are aware about the applications provided by
HDFC Bank like, Chillr, PayZapp, SmartBuy, VahanGyan. With proper training to the
customers from their relationship manager, it can be them learn about the usage and
advantages of being digital.
RECOMMENDATION
 Focus on customer impact initiatives, including product enhancements, value added

services and fast processing.
 Rather than pushing digitization too strongly into the market where customers are not
yet ready to accept it completely, banks should try to pursue a consistent and a gradual
digital transformation.
 The Bank should train their employees about the digital world first and then make
them educate their customers about the pros and cons of the Digital World.
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 By funding the financial technology startups, new innovations can be created in the
market which could make the digital banking journey easier for the customers.
 Company should organize the program in the society, so that people will be aware
about the company and different products of the bank .
CHAPTER 7: CONCLUSION
The two months of summer internship under HDFC Bank, Fancy Bazar Branch was a great
learning experience. It was of great privilege to work in worlds No.1 Digital Banking Brand.
Also, it was lucky enough for me to get appointed in the largest branch of Guwahati City. The
Branch was located in one of the busiest area of Guwahati city because of which we had a
good experience of knowing and visualizing what actual stress a banker holds.
During the survey period, I came across many customers(traders) who were supportive
enough while some other were unfortunate while interacting. These interactions have helped
me gain a lot of confidence and the ability to speak out about the field.
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After having a great experience in the Digital Banking survey, I am sure people in the future
will voluntarily adapt Digitalization with an ease.
So, at last the conclusion is that there is tough competition ahead for the company from its
major competitors in the banking sector.
Last but not the least I would like to thank HDFC Bank for giving me an opportunity to work
in the field of Marketing. I hope the company finds my analysis relevant.
BIBLIOGRAPHY
WEBSITES:
1. http://www.allbankingsolutions.com/banking-tutor/what-is-banking.shtml
2. http://www.hdfcbank.com/aboutus/cg/Composition_of_the_Board.htm
3. https://en.wikipedia.org/wiki/HDFC_Bank
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4. http://www.avoka.com/blog/what-is-digital-banking/
5. http://www.pondiuni.edu.in/sites/default/files/Research%20Methodology.pdf
Books:
1. Marketing Management (14th edition) by Philip Kotler, Kevin Lane Keller, Abraham
Koshy and MithileshwarJha.
2. Marketing research by Malhotra and Dash
ANNEXURE
QUESTIONNAIRE
I am a student of PGDM at Assam Institute of Management. As an integral part of our course

curriculum, I am conducting a study on the topic title “Challenges and Impact of Digital
Banking Applications amongst Traders in Guwahati with reference to HDFC bank” for my
Summer Internship Program in HDFC bank under the supervision of Mr.Debajit Roy, Branch
Manager. You are requested to kindly extend your co-operation in filling this questionnaire.
[Part 1]
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Name:
Gender:
o Maleo Female
Age:
 20–30 Years
 30–40 Years
 40–50 Years
 50–60 Years
 60 and above
Qualification:
Income Group:
o 1.5 to 3.5 lacso 3.5 to 7.5 lacs o 7.5 to 10.5 lacso 10.5 lacs and above
Enterprise Name:
Email Id :
[Part 2, The following ratings may be as: 1= least preferred/least familiar/0%

knowledge, 5 = most preferred/ very familiar/ 100% knowledge]
1.How likely do you visit the traditional branch for banking service purposes?
 Never
 1-2 times/ semester
 1-3 times / month
 1-3 times / week
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 3+ times / week
2.Rate the banking services you usually prefer doing at an ease in a scale of 5.
Balance Enquiry 1 2 3 4 5
Ask for Statement 1 2 3 4 5
Fund Transfer 1 2 3 4 5
Payment services 1 2 3 4 5
Opening FD/RD 1 2 3 4 5
Request for cheque book 1 2 3 4 5
Loan requirement 1 2 3 4 5
Requirement of debit card and credit card 1 2 3 4 5
3.Are you familiar with digital banking applications? Rate the Following application on your
level of being familiar a on scale of 5.
HDFC Mobile Banking App 1 2 3 4 5

Chillr 1 2 3 4 5
PayZapp 1 2 3 4 5
VahanGyan 1 2 3 4 5
4. Do you have proper knowledge about all the features that HDFC provide through the
banking applications? Rate the level of knowledge on a scale of 5.
Balance Enquiry 1 2 3 4 5
Ask for Statement 1 2 3 4 5
Fund Transfer 1 2 3 4 5
Payment services 1 2 3 4 5
Opening FD/RD 1 2 3 4 5
Request for cheque book 1 2 3 4 5
Loan requirement 1 2 3 4 5
Requirement of debit card and credit card 1 2 3 4 5
5.Do you think digital banking applications play an important role in today’s life?
 Not Important
 Somewhat Important
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 Important
 Very Important
[Part 3]
6.What are the major reasons you think are for not using digital banking services?
 Security Issues
 Not easy to use
 Unaware of the Application
 Internet Connection Failure
 Trust Issues
 All the above
7. Do you think proper training to the services will convince people to adopt digital banking
applications from traditional banking?
 No
 Probably No
 Probably yes
 Yes
8. What do you think would encourage people to adopt digital banking application services?
 Awareness
 High Security
 Proper Training
 Clean and simple services

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9. Do you think Digital banking have made an impact on today’s world of trading?
 Yes
 No
Thank You
WEEKLY REPORT
The below table consist of the weekly report of the two months summer internship
programme.
WEEKS WORK DONE
WEEK 1 Visited the branch, interacted with the Branch manager and other office
staff members. Assigned with project title by the Branch Manager(guide).
WEEK 2 Questionnaire making for the project and 150 KYC calls made.
WEEK 3 200 KYC calls made and collected the ones received from the customers
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and arranged accordingly.
WEEK 4 100 calls for pre-approved business loans were made.
WEEK 5 KYC calling list followed up and extra 150 calls were made. Also calls
for activation of the new savings account were made.
WEEK 6 100 KYC calls were made again and follow ups of the previous list. Calls
for personal loans, two wheelers were also made.
WEEK 7 Started with field study. Visited a number of traders and filled up the
questionnaires.
WEEK 8 Visited the traders and filled up the questionnaires.
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1.2 HISTORY OF BANKING:

1.3BANKING INDUSTRY IN INDIA:

MAJOR PLAYER IN INDIA

1. HDFC BANK LTD

There are three types of cooperative banks in India, namely:

1.4A PARADIGM SHIFT: ONLINE AND ATMS USAGES: (SNAPSHOTS)

CHAPTER 2: ORGANISATION PROFILE

2.2 COMPANY PROFILE:

2.3 FORMATION OF THE COMPANY:

 CBoP and Times Bank Amalgamation

HDFC Bank operates in a highly automated environment in terms of information technology

 World Class Indian Bank

 Benchmarking against international standards.

 To build sound customer franchises across distinct businesses

 Best practices in terms of product offerings, technology, service levels, risk

2.6 BUSINESS STRATEGY:

 Increasing market share in India’s expanding banking

2.7 PRODUCTS AND SERVICES OFFERED BY THE COMPANY:

Services offered by the company:

 Accounts & Deposits

 Investments & Insurance

 Accounts & Deposits

 Investments & Insurance Loans Payment Services

 Small & Medium Enterprises

 Financial Institutions & Trusts

Some Important Awards Are:

About HDFC Bank Fancy Bazaar Branch

HDFC Fancy Bazar Branch

Some Snapshot Of The Fancy Bazar HDFC Branch Surroundings:

ABOUT HDFC DIGITAL BANKING

UNDERSTANDING DIGITAL BANKING:

TRADITIONAL BANKING VS DIGITAL BANKING:

The Digital Banking Journey:

Digital Banking Iniatiaves by HDFC Bank:

“All payments, One App, One Click”

SmartBuy products and Services:

Security features of mobile banking through apps and browsers-

No information is stored on your mobile phone or SIM card. So even if your

Access all the information about existing / upcoming vehicle categorized by

1. Instant Loan disbursal

2. Paperless and online

1. Get loans for the widest range of cars and multi-utility

2. Avail up to 100% finance on your favorite car.

1. Up to 100%* finance on select models.

LOAN AGAINST CREDIT CARD:

Some of the transactions you can do through Net-Banking are:

 Book Fixed Deposit / Recurring Deposit

 Pay Utility Bills

 Recharge your Prepaid Mobile & DTH Connections

 Invest in Mutual Funds Online

 Book IRCTC Tickets online

 Purchase a Gift Card

 Pay your Taxes online

 Update your PAN Details online

 View your Tax Credit Statement (Form 26 AS)

 Request for a Demand Draft/ Chequebook

 View your Loan details

 Apply for IPO

 Request for Debit Card PIN Regeneration

 Register for Third Party Transfer

CHAPTER 3: ABOUT THE PROJECT

3.1 THE TOPIC: