ON TRAINING UNDERTAKEN AT & Customer preference attributes towards & Saving Current Account of HDFC Bank A Project Report submitted in partial fulfillment of the reuirements of
BACHLOR OF BUSINESS ADMINISTRATION ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ VI Semester TO . . . ( . ) ! D S "#$%&RS$'( A)!&R RA) BY *A*A# P"R$ ( . . ) . B B A *+%' BA#*"R C+,,&*& PA,$ ACKNOWLEDGEMENT I, Gagan Puri, B.B.A Student in GOVT. BANGUR P.G COLLEGE, Pali is highly grateful to all those who guided me in completing this project. First of all, I would like to pay my heartiest thanks to entire family of HDFC BANK especially Mr. Man Singh CASA Team eader, who pro!ided me such a wonderful opportunity to do Summer Training and pro!ided their !alua"le suggestions in understanding the work of #esearch Project. ast "ut not the least, I would like to thanks all faculties of GOVT. BANGUR P.G COLLEGE, Pali who ga!e me the useful tips and suggestions regarding project. I would like to thanks my project manager, Mr. Vin!" Shar#a for imparting his !alua"le guidance to me. $ords can ne!er e%press the deep sense of gratitude, I feel for HDFC BANK $#%&!'$$( who has "een a constant source of inspiration and encouragement for me. *agan Puri)BBA* PR&FAC& I had undergone a practical training under HDFC BANK PALI. It was a good e%posure for me to undergo training in such a company to get the knowledge and e%perience regarding SAVING + CURRENT ACCOUNT and recruitment of capa"le of C.A.S.A. AGENT. Summer training is one of the major e%periencing components of the knowledge, gain of rele!ant of information with respect to marketing and dealing with situations in a professional course like &.&.A. where a professional person faces a pro"lem in a field. I was a"le to get familiari'ed with the customer relationship and got to know how a company measures to resol!e their grie!ances and ser!ice them to the ma%imum for future prospect and success. Field component like sur!ey, generation of (uestionnaire with respect to marketing helped me a lot and would "e a great support in future. ,I- i( g!!" -! ha.$ $n-hu(ia(# /u- i- i( $(($n-ia& -! ha.$ -raining. Training 0an /$ in a&& 1a' !2 &i2$.3 Thus I would say that this training was "eneficial educati!e ) good e%posure to me, which will certainly help in my near future. This project was designed with respect to this company. The project made me to get the enhanced knowledge regarding SAVING + CURRENT ACCOUNT concept and the process of recruiting of C.A.S.A. AGENT. STUDENT4S DECLARATION
I here"y declare that the Project ) Training #eport *n Cu(-!#$r %r$2$r$n0$ + a--ri/u-$( -!1ar"( Sa.ing + Curr$n- A00!un- !2 HDFC Ban5 Conducted at +,FC &A-. /nder the guidance of Mr. Man Singh + Mr. Vin!" Shar#a Su"mitted in partial fulfillment of the re(uirements of BEACHLOR OF BUSINESS ADMINISTRATION VI S$#$(-$r T* M.D.S. UNIVERSITY AJMER )RAJ.* Is my original work and the same has not "een su"mitted for the award of any degree0 diploma0 fellowship or other similar titles or pri'es. Place1 PALI GAGAN PURI )B.B.A* CONTENTS CHAPTER PARTICULARS Pg .No. Acknowledgement i Preface ii Student2s ,eclaration iii Cha%-$r 6 Introduction 6 6.6 The Topic 6 6.7 #eason for Selection of this Topic 6 6.8 Importance to the Company 6 6.9 earning from the Study 6 Cha%-$r 7 *rgani'ation Profile 6:68 7.6 Company +istory 6:; 7.7 Product Scope ; 7.8 Product and Ser!ices at a glance ;:6< 7.9 3ilestones in the history 6<:67 7.= 3erger 67:68 7.> 4uality Policy 68 Cha%-$r 8 #esearch o"jecti!e and Scope of 68:69 research 8.6 Pro"lem ,efinition 68:69 8.7 *"jecti!e of research project 69 5.6.7 Primary *"jecti!e 69 5.6.6 Secondary *"jecti!e 69 5.6.5 Product Scope 69 Cha%-$r 9 #esearch 3ethodology and imitations 69:6> 9.6 #esearch Plan 69 8.7.7 Preliminary In!estigation 69 8.7.6 9%ploratory Study 6= 9.7 #esearch ,esign 6= 8.6.7 ,e!eloping the research plan 6= 8.6.6 Collection of data 6= 9.8 Sampling plan 6= 9.9 Sample Si'e 6= 9.= ,ata collection instrument de!elopment 6> 9.> #esearch limitations 6> Cha%-$r = ,ata analysis, Interpretations and 6>:6? Presentation Cha%-$r > Conclusions and Suggestions 6?:7< >.6 Conclusions 6?:7< >.7 Suggestions 7< Cha%-$r ; imitations 7< ANNE@URES 76:77 BIBLIOGRAPHY 78 C+APT9#:7 I-T#*,/CTI*- 1.1 THE TOPICA ,OPENING SAVINGS + CURRENT ACCOUNTS BY MEETING CUSTOMERS3 At +,FC &ank, I was assigned with the topic as ;*pening Sa!ings Accounts "y 3eeting Customers< for my project work. I joined the company as a Sales 9%ecuti!e. The selection of the topic was to know how the company generates "usiness through them. Sales 9%ecuti!es are those sources of a company who ha!e their own relations and personal contacts among common pu"lic that they use to generate "usiness through. Company has certain criteria to recruit these Sales 9%ecuti!es. The steps are as follows. +e should "e at least 76th passed. +e should ha!e good personal contacts. +e should ha!e con!incing power. +e should "e a"o!e 7=th year old.
*nce he through all these steps of recruitment, he "ecomes the Sales 9%ecuti!e of the company and reser!e the right to sale the !arious products to any prospect client also he is paid the commission a certain percentage. There are some reward and tour package also. 6.7 REASON FOR SELECTION OF THIS TOPICA
The financial sector is one of the "ooming and increasing sectors in India. The Sales 9%ecuti!es are one of the most powerful, efficient and effecti!e channel through which the company sales it2s !arious types of financial products. It is really difficult to con!ince customers and sell a single product "ut since these e%ecuti!es ha!e their own personal contacts which make the entire task easier to sell a product. $hereas in my entire project work I found my interest in working in a team, dealing with customers and finally con!incing them to open an account with the "ank. 6.8 IMPORTANCE TO THE COMPANYA The ultimate purpose of gi!ing me this topic was to know a"out the customer2s perceptions a"out the different products of the "ank, how these products can attract them and how the company can generate ma%imum profit "y con!incing them through sales e%ecuti!es. 6.9 LEARNING FROM THE STUDYA The process of recruitment for Sales 9%ecuti!es of +,FC &ank. ,ifferent products and ser!ices pro!ided "y the "ank. Customers2 perception a"out the different products. The "rand image of the "ank. $hat are the pro"lems faced "y these sales e%ecuti!es daily "asis. +ow to communicate with the customers. ,ifferent techni(ues of dealing with the customers. +ow to con!ince and con!ert a customer into a real customer. C+APT9#:6 *#>A-I?ATI*- P#*FI9 7. COMPANY HISTORYA 7.6 FORMATION OF THE COMPANY The +ousing ,e!elopment Finance Corporation imited @+,FCA was amongst the first to recei!e an Bin principleB appro!al from the #eser!e &ank of India @#&IA to set up a "ank in the pri!ate sector, as part of the #&IBs li"erali'ation of the Indian &anking Industry in 7CC8. The "ank was incorporated in August 7CC8 in the name of B+,FC &ank imitedB, with its registered office in 3um"ai, India. +,FC &ank commenced operations as a Scheduled Commercial &ank in Danuary 7CCE. PROMOTER +,FC is IndiaBs premier housing finance company and enjoys an impecca"le track record in India as well as in international markets. Since its inception in 7CFF, the Corporation has maintained a consistent and healthy growth in its operations to remain the market leader in mortgages. Its outstanding loan portfolio co!ers well o!er a million dwelling units. +,FC has de!eloped significant e%pertise in retail mortgage loans to different market segments and also has a large corporate client "ase for its housing related credit facilities. $ith its e%perience in the financial markets, a strong market reputation, large shareholder "ase and uni(ue consumer franchise, +,FC was ideally positioned to promote a "ank in the Indian en!ironment. BUSINESS FOCUS +,FC &ankBs mission is to "e a $orld:Class Indian &ank. The o"jecti!e is to "uild sound customer franchises across distinct "usinesses so as to "e the preferred pro!ider of "anking ser!ices for target retail and wholesale customer segments, and to achie!e healthy growth in profita"ility, consistent with the "ankBs risk appetite. The "ank is committed to maintain the highest le!el of ethical standards, professional integrity, and corporate go!ernance and regulatory compliance. +,FC &ankBs "usiness philosophy is "ased on four core !alues G *perational 9%cellence, Customer Focus, Product eadership and People. CAPITAL STRUCTURE The authori'ed capital of +,FC &ank is #sEEH crore @#sE.E "illionA. The paid:up capital is #s868.I crore @#s.8.6 "illionA. The +,FC >roup holds 7C.8J of the "ankBs e(uity and a"out 7F.IJ of the e(uity is held "y the A,S ,epository @in respect of the "ankBs American ,epository Shares @A,SA IssueA. #oughly 6=J of the e(uity is held "y Foreign Institutional In!estors @FIIsA and the "ank has a"out EFH,HHH shareholders. The shares are listed on the Stock 9%change, 3um"ai and the -ational Stock 9%change. The "ankBs American ,epository Shares are listed on the -ew Kork Stock 9%change @-KS9A under the sym"ol B+,&B. TIMES BANK AMALGAMATION In a milestone transaction in the Indian "anking industry, Times &ank imited @another new pri!ate sector "ank promoted "y &ennett, Coleman ) Co. 0Times >roupA was merged with +,FC &ank td., effecti!e Fe"ruary 6I, 6HHH. As per the scheme of amalgamation appro!ed "y the shareholders of "oth "anks and the #eser!e &ank of India, shareholders of Times &ank recei!ed 7 share of +,FC &ank for e!ery E.FE shares of Times &ank. The ac(uisition added significant !alue to +,FC &ank in terms of increased "ranch network, e%panded geographic reach, enhanced customer "ase, skilled manpower and the opportunity to cross:sell and le!erage alternati!e deli!ery channels. DISTRIBUTION NETBORK +,FC &ank is head(uartered in 3um"ai. The &ank at present has an en!ia"le network of o!er 766C "ranches spread o!er 888 cities across India. All "ranches are linked on an online real:time "asis. Customers in o!er 76H locations are also ser!iced through Telephone &anking. The &ankBs e%pansion plans take into account the need to ha!e a presence in all major industrial and commercial centers where its corporate customers are located as well as the need to "uild a strong retail customer "ase for "oth deposits and loan products. &eing a clearing0settlement "ank to !arious leading stock e%changes, the &ank has "ranches in the centers where the -S90&S9 has a strong and acti!e mem"er "ase. The &ank also has a network of a"out o!er 6E6I networked AT3s across these cities. 3oreo!er,+,FC &ankBs AT3 network can "e accessed "y all domestic and international Lisa03asterCard, Lisa 9lectron03aestro, Plus0Cirrus and American 9%press Credit0Charge cardholders. MANAGEMENT Mr. Jagdish Kapoor took o!er as the "ankBs Chairman in Duly 6HH7. Prior to this, 3r. .apoor was a ,eputy >o!ernor of the #eser!e &ank of India. The 3anaging ,irector, Mr. Adita !"ri, has "een a professional "anker for o!er 6E years and "efore joining +,FC &ank in 7CC8 was heading Citi"ankBs operations in 3alaysia. The &ankBs &oard of ,irectors is composed of eminent indi!iduals with a wealth of e%perience in pu"lic policy, administration, industry and commercial "anking. Senior e%ecuti!es representing +,FC are also on the &oard. Senior "anking professionals with su"stantial e%perience in India and a"road head !arious "usinesses and functions and report to the 3anaging ,irector. >i!en the professional e%pertise of the management team and the o!erall focus on recruiting and retaining the "est talent in the industry, the "ank "elie!es that its people are a significant competiti!e strength. TECHNOLOGY +,FC &ank operates in a highly automated en!ironment in terms of information technology and communication systems. All the "ankBs "ranches ha!e online connecti!ity, which ena"les the "ank to offer speedy funds transfer facilities to its customers. 3ulti:"ranch access is also pro!ided to retail customers through the "ranch network and A"tomated Te##er Ma$hi%es &ATMs'. The &ank has made su"stantial efforts and in!estments in ac(uiring the "est technology a!aila"le internationally, to "uild the infrastructure for a world class "ank. The &ankBs "usiness is supported "y scala"le and ro"ust systems which ensure that our clients always get the finest ser!ices we offer. The &ank has prioriti'ed its engagement in technology and the internet as one of its key goals and has already made significant progress in we":ena"ling its core "usinesses. In each of its "usinesses, the &ank has succeeded in le!eraging its market position, e%pertise and technology to create a competiti!e ad!antage and "uild market share. BUSINESS FOCUS +,FC &ankBs mission is to "e a $orld:Class Indian &ank. The o"jecti!e is to "uild sound customer franchises across distinct "usinesses so as to "e the preferred pro!ider of "anking ser!ices for target retail and wholesale customer segments, and to achie!e healthy growth in profita"ility, consistent with the "ankBs risk appetite. The "ank is committed to maintain the highest le!el of ethical standards, professional integrity, and corporate go!ernance and regulatory compliance. +,FC &ankBs "usiness philosophy is "ased on four core !alues G *perational 9%cellence, Customer Focus, Product eadership and People. RATING I. Credit #ating The &ank has its deposit programs rated "y two rating agencies : Credit Analysis ) #esearch imited @CA#9A and Fitch #atings India Pri!ate imited. The &ankBs Fi%ed ,eposit programmed has "een rated BCA#9 AAA @F,AB MTriple AN "y CA#9, which represents instruments considered to "e Oof the "est (uality, carrying negligi"le in!estment riskO. CA#9 has also rated the "ankBs Certificate of ,eposit @C,A programmer OP# 7PO which represents Osuperior capacity for repayment of short term promissory o"ligationsO. Fitch #atings India P!t. td. @7HHJ su"sidiary of Fitch Inc.A has assigned the OtAAA @indAO rating to the &ankBs deposit programme, with the outlook on the rating as Osta"leO. This rating indicates Ohighest credit (ualityO where Oprotection factors are !ery highO. The &ank also has its long term unsecured, su"ordinated @Tier IIA &onds rated "y CA#9 and Fitch #atings India Pri!ate imited and its Tier I perpetual &onds and /pper Tier II &onds rated "y CA#9 and C#ISI td. CA#9 has assigned the rating of OCA#9 AAAO for the su"ordinated Tier II &onds while Fitch #atings India P!t. td. has assigned the rating OAAA @indAO with the outlook on the rating as Osta"leO. CA#9 has also assigned OCA#9 AAA MTriple ANO for the &anks Perpetual "ond and /pper Tier II "ond issues. C#ISI has assigned the rating OAAA 0 Sta"leO for the &ankBs Perpetual ,e"t programme and /pper Tier II &ond issue. In each of the cases referred to a"o!e, the ratings awarded were the highest assigned "y the rating agency for those instruments. II. Corporate >o!ernance #ating The "ank was one of the first four companies, which su"jected itself to a Corporate >o!ernance and Lalue Creation @>LCA rating "y the rating agency, The Credit #ating Information Ser!ices of India imited @C#ISIA. The rating pro!ides an independent assessment of an entityBs current performance and an e%pectation on its O"alanced !alue creation and corporate go!ernance practicesO in future. The "ank has "een assigned a BC#ISI >LC e!el 7B rating which indicates that the "ankBs capa"ility with respect to wealth creation for all its stakeholders while adopting a sound corporate go!ernance practice is the highest. 7.7 PRODUCT SCOPEA +,FC &ank offers a "unch of products and ser!ices to meet the e!ery need of the people. The company cares for "oth, indi!iduals as well as corporate and small and medium enterprises. For indi!iduals, the company has a range accounts, in!estment, and pension scheme, different types of loans and cards that assist the customers. The customers can choose the suita"le one from a range of products which will suit their life:stage and needs For organi'ations the company has a host of customi'ed solutions that range from Funded ser!ices, -on:funded ser!ices, Lalue addition ser!ices, 3utual fund etc. These afforda"le plans apart from pro!iding long term !alue to the employees help in enhancing goodwill of the company. The products of the company are categori'ed into !arious sections which are as follows1 Accounts and deposits. oans. In!estments and Insurance. Fore% and payment ser!ices. Cards. Customer center. 7.8 PRODUCTS AND SERVICES AT A GLANCE 6. PERSONAL BANKING A. A00!un-( + D$%!(i-( : #egular Sa!ings Account : Sa!ings Plus Account : Sa!ings3a% Account : Senior Citi'ens Account : -o Frills Account : Institutional Sa!ings Account : Payroll Salary Account : Classic Salary Account : #egular Salary Account : Premium Salary Account : ,efense Salary Account : .idBs Ad!antage Account : Pension Sa!ing &ank Account : Family Sa!ings Account : .isan -o Frills Sa!ings Account : .isan Clu" Sa!ings Account : Plus Current Account : Trade Current Account : Premium Current Account : #egular Current Account : Ape% Current Account : 3a% Current Account : #eim"ursement Current Account : #FC : ,omestic Account : #egular Fi%ed ,eposit : Super Sa!er Account : Sweep:in Account : +,FC &ank Preferred : Pri!ate &anking B. L!an( : Personal oans : +ome oans : Two $heeler oans : -ew Car oans : /sed Car oans : *!erdraft against Car : 9%press oans : oan against Securities : oan against Property : Commercial Lehicle Finance : $orking Capital Finance : Construction 9(uipment Finance : *ffers ) ,eals : Customer Center C. In.$(-#$n-( + In(uran0$ : 3utual Funds : Insurance : &onds : Financial Planning : .nowledge Centre : 9(uities ) ,eri!ati!es : 3udra >old &ar D. F!r$C S$r.i0$( : Trade Finance : Tra!elers2 Che(ues : Foreign Currency Cash : Foreign Currency ,rafts : Foreign Currency Che(ue ,eposits : Foreign Currency #emittances : Cash to 3aster : Fore%Plus Card E. Pa'#$n- S$r.i0$( : -et Safe : Prepaid #efill : &ill Pay : ,irect Pay : Lisa 3oney Transfer : 9:3onies 9lectronic Funds Transfer : 9%cise ) Ser!ice Ta% Payment F. A00$(( Y!ur Ban5 : *ne Liew : Insta Alerts : 3o"ile &anking : AT3 : Phone &anking : &ranch -etwork G. Car"( : Sil!er Credit Card : >old Credit Card : $omanBs >old Credit Card : Platinum plus Credit Card : Titanium Credit Card : Lalue plus Credit Card : +ealth plus Credit Card : +,FC &ank Idea Sil!er Card : +,FC &ank Idea >old Card : Compare Cards : Transfer ) Safe : Track your Credit Card H. G$- M!r$ 2r!# Y!ur Car" : *ffers ) Sa!ings : 3y #ewards : Insta $onders : Add:*n Cards : Credit Card /sage >uide : 9asy 93I : -et safe : Smart Pay : Secure Plus : 3y City &enefit Card : ,e"it Cards : 9asy Shop International ,e"it Card : 9asy Shop >old ,e"it Card : 9asy Shop International &usiness ,e"it Card : 9asy Shop $oman2s Ad!antage ,e"it Card : Prepaid Cards : Fore% Plus Card : .isan Card I. Cu(-!#$r C$n-r$ : *ffers ) ,eals : $inners of Contests ) Promotions 7. BHOLESALE BANKING A. C!r%!ra-$ Funded Ser!ices -on Funded Ser!ices Lalue Added Ser!ices Internet &anking B. S#a&& + M$"iu# En-$r%ri($( Funded Ser!ices -on:Funded Ser!ices Speciali'ed Ser!ices Internet &anking C. Finan0ia& In(-i-u-i!n( + Tru(-( &anks Financial Institutions 3utual Funds Stock &rokers 7.8. MILESTONES IN THE HISTORY +,FC &ank "egan its operations in 7CCE with a simple mission1 to "e a O$orld:class Indian &ankO. They reali'ed that only a single:minded focus on product (uality and ser!ice e%cellence would help us get there. Today, they are proud to say that they are well on our way towards that goal. It is e%tremely gratifying that their efforts towards pro!iding customer con!enience ha!e "een appreciated "oth nationally and internationally. 7<<? 9uro money Awards 6HHC B&est &ank in IndiaB 9conomic Times &rand 9(uity ) -ielsen #esearch annual sur!ey 6HHC 3ost Trusted &rand : #unner /p Asia 3oney 6HHC Awards &est ,omestic &ank in IndiaB I&A &anking Technology Awards 6HHC &est IT >o!ernance Award : #unner upB >lo"al Finance Award B&est Trade Finance &ank in India for 6HHC I,#&T &anking Technology 9%cellence Award 6HH= B&est IT >o!ernance and Lalue ,eli!eryB Asian &anker 9%cellence in #etail Financial Ser!ices BAsian &anker &est #etail &ank in India Award 6HHC B 7<<D Finance Asia Country Awards for Achie!ement 6HH= B&est &ank and &est Cash 3anagement &ankB C--:I&- BIndian of the Kear @&usinessAB -asscom IT /ser Award 6HH= B&est IT Adoption in the &anking SectorB &usiness India B&est &ank 6HH=B For"es Asia Fa" EH companies in Asia Pacific Asian &anker 9%cellence in #etail Financial Ser!ices &est #etail &ank 6HH= Asia money &est local Cash 3anagement &ank Award !oted "y Corporate 3icrosoft ) Indian 9%press >roup Security Strategist Award 6HH= $orld Trade Center Award of honor For outstanding contri"ution to international trade ser!ices &usiness Today:3onitor >roup sur!ey *ne of IndiaBs O3ost Inno!ati!e CompaniesO Financial 9%press:9rnst ) Koung Award &est &ank Award in the Pri!ate Sector category >lo"al +# 9%cellence Awards : Asia Pacific +#3 Congress1 B9mployer &rand of the Kear 6HHF :6HH=B Award : First #unner up, ) many more &usiness Today &est &ankB Award 7<<; ,un ) &radstreet G American 9%press Corporate &est &ank Award 6HHF BCorporate &est &ankB Award The &om"ay Stock 9%change and -asscom FoundationBs &usiness for Social #esponsi"ility Awards B&est Corporate Social #esponsi"ility PracticeB Award *utlook 3oney ) -,TL Profit &est &ank Award in the Pri!ate sector category. The Asian &anker 9%cellence in #etail Financial Ser!ices Awards &est #etail &ank in India Asian &anker *ur 3anaging ,irector Aditya Puri wins the eadership Achie!ement Award for India Financial 9%press 9rnst ) Koung Award &est &ank Award in the Pri!ate Sector category. &usiness Today Q&est &ank Award2 7<<> &usiness Today &est &ank in India For"es 3aga'ine *ne of Asia PacificBs &est EH companies. &usiness world &est listed &ank of India The Asset 3aga'ineBs Triple A Country Awards &est ,omestic &ank Asia money Awards &est ocal Cash 3anagement &ank in arge and 3edium segments. 9uro money Awards O&est &ankO in India. 7<<= Asia money Awards &est ,omestic Commercial &ank Asia money Awards &est Cash 3anagement &ank : India The Asian &anker 9%cellence #etail &anking #isk 3anagement Award in India Finance Asia maga'ine &est &ank in India 9conomic Times Awards OCompany of the KearO Award for Corporate 9%cellence The Asset Triple A Country Awards &est ,omestic &ank in India #egion :6HHE &usiness Today .P3> Sur!ey &est ocal Cash 3anagement &ank in India /SR77:7HHm : 6HHE &usiness Today .P3> Sur!ey O&est &ank in IndiaO for the third &usiness Today consecuti!e year in 6HHE 9conomic Times A!aya >lo"al Connect Customer #esponsi!eness Awards O3ost Customer #esponsi!e Company 7.9. MERGER +,FC &ank and Centurion &ank of Punja" merger at share swap ratio of 716C The &oards of +,FC &ank and Centurion &ank of Punja" met on 6E Fe"ruary, 6HH= and appro!ed, su"ject to due diligence, the share swap ratio for the proposed merger of Centurion &ank of Punja" with +,FC &ank. The Scheme of Amalgamation en!isages a share e%change ratio of one share of +,FC &ank for twenty nine shares of Centurion &ank of Punja". The com"ined entity would ha!e a nationwide network of 7,78= "ranches @the largest amongst pri!ate sector &anksA a strong deposit "ase of around #s. 7,6HH "illion and net ad!ances of around #s. =EH"illion. The "alance sheet si'e of the com"ined entity would "e o!er #s. 7,EHH "illion. Commenting on the proposed merger, Mr. D$$%a5 Par$5h Chair#an HDFC said, ;$e were amongst the first to get a "anking license, the first to do a merger in the pri!ate sector with Times &ank in 7CCC, and now if this deal happens, it would "e the largest merger in the pri!ate sector "anking space in India. +,FC &ank was looking for an appropriate merger opportunity that would add scale, geography and e%perienced staff to its franchise. This opportunity arose and we thought it is an attracti!e route to supplement +,FC &ank2s organic growth. $e "elie!e that Centurion &ank of Punja" would "e the right fit in terms of culture, strategic intent and approach to "usiness.< Mr. A"i-'a Puri Managing Dir$0-!r HDFC &ank said, ;These are e%citing times for the Indian "anking industry. The proposed merger will position the com"ined entity to significantly e%ploit opportunities in a market glo"ally recogni'ed as one of the fastest growing. I2m particularly "ullish a"out the potential of "usiness synergies and cultural fit "etween the two organi'ations. The com"ined entity will "e an e!en greater force in the market.< Mr. Rana Ta&1ar Chair#an C$n-uri!n Ban5 !2 PunEa/ stated, ;*!er the last few years, Centurion &ank of Punja" has set "enchmarks for growth. The "ank today has a large nationwide network, an e%tremely !alua"le franchise, F,EHH talented employees, and strong leadership positions in the market place. I "elie!e that the merger with +,FC &ank will create a world class "ank in (uality and scale and will set the stage to compete with "anks "oth locally as well on a glo"al le!el.< Mr. Shai&$n"ra Bhan"ari Managing Dir$0-!r an" CEO C$n-uri!n Ban5 !2 PunEa/ said, ;$e are e%tremely pleased to recei!e the go ahead from our "oard to pursue this opportunity. A merger "etween the "anks pro!ides significant synergies to the com"ined entity. The proposed merger would further impro!e the franchise and customer proposition offered "y the indi!idual "anks.< 7.= FUALITY POLICY G SECURITYA The "ank pro!ides long term financial security to their policy. The "ank does this "y offering life insurance and pension products.
G TRUSTA The "ank appreciates the trust placed "y their policy holders in the "ank. +ence, it will aim to manage their in!estments !ery carefully and li!e up to this trust. G INNOVATIONA #ecogni'ing the different needs of our customers, the "ank offers a range of inno!ati!e products to meet these needs. G INTEGRITY G CUSTOMER CENTRIC G PEOPLE CARE ,ONE FOR ALL AND ALL FOR ONE3 G TEAM BORK G JOY AND SIMPLICITY C+APT9# G 5 #9S9A#C+ *&D9CTIL9S A-, SC*P9 *F #9S9A#C+ P#*D9CT 8.6 PROBLEM DEFINATIONA Sales 9%ecuti!es were with good "ackground human "eing and through rigorous process of recruitment "ut still not a"le to perform up to the e%pectation le!el of company, +# is not a"le to sort out the pro"lem why the performance is not coming e!en after gi!ing the full marketing support. The communication techni(ue and dealing with the customers is also a pro"lem to the sales e%ecuti!es. 8.7 OBJECTIVES OF RESEARCH PROJECTA 8.7.6 PRIMARY OBJECTIVESA S To open new sa!ings accounts "y con!incing customers and to promote the "enefits of those which are pro!ided "y the "ank. S To find the different way of con!incing customers. S To study "rand image of the "ank. S To increase the "usiness of the "ank. 8.7.7 SECONDARY OBJECTIVESA S To determine the need and purpose of a sales e%ecuti!e. S To understand the deciding criteria for people to "ecome sales e%ecuti!e. S To offer suggestions "ased upon the findings. 8.7.8 GEOGRAPHICAL SCOPEA The same pro"lem was with the all other "ranches of +,FC &ank e!en out of the Pali city. The management is conducting the same research on a "ig ground while my contri"ution is tiny. Though my sample si'e and geographical area was defined and confine to a particular territory "ut the application of out put from the research are going to "e wide. 8.8 PRODUCT SCOPEA S Studying the increasing "usiness scope of the "ank. S 3arket segmentation to find the potential customers for the "ank. S To study how the !arious products are positioned in the market. S Corporate marketing of products. S Customers2 perception on the !arious products of the "ank. C+APT9#:8 #9S9A#C+ 39T+*,**>K A-, I3ITATI*-S All the findings and conclusions o"tained are "ased on the sur!ey done in the working area within the time limit. I tried to select the sample representati!e of the whole group during my jo" training. I ha!e collected data from people linked with different profession at Pali. 9.6 RESEARCH PLANA 9.6.6. Pr$&i#inar' In.$(-iga-i!nA In which data on the situation surrounding the pro"lems shall "e gathered to arri!e at S The correct definition of the pro"lem. S An understanding of its en!ironment. 9.6.7. EC%&!ra-!r' S-u"'A To determine the appro%imate area where the pro"lem lies. 9.7 RESEARCH DESIGNA #esearch was initiated "y e%amining the secondary data to gain insight into the pro"lem. &y analy'ing the secondary data, the study aim is to e%plore the short comings of the present system and primary data will help to !alidate the analysis of secondary data "esides on unre!ealing the areas which calls for impro!ement. 9.7.6 DEVELOPING THE RESEARCH PLANA The data for this research project has "een collected through self Administration. ,ue to time limitation and other constraints direct personal inter!iew method is used. A structured (uestionnaire was framed as it is less time consuming, generates specific and to the point information, easier to ta"ulate and interpret. 3oreo!er respondents prefer to gi!e direct answers. In (uestionnaires open ended and closed ended, "oth the types of (uestions has "een used. 9.7.7 COLLECTION OF DATAA 71 Secondary ,ata1 It was collected from internal sources. The secondary data was collected on the "asis of organi'ational file, official records, news papers, maga'ines, management "ooks preser!ed information in the company2s data"ase and we"site of the company. 61 Primary data1 All the people from different profession were personally !isited and inter!iewed. They were the main source of Primary data. The method of collection of primary data was direct personal inter!iew through a structured (uestionnaire. 9.8 SAMPLING PLANA Since it is not possi"le to study whole uni!erse, it "ecomes necessary to take sample from the uni!erse to know a"out its characteristics. S Sampling /nits1 ,ifferent professionals Chartered Accountants, Ta% Consultants, awyers, &usiness 3an, Professionals and +ouse $i!es of Pali. S Sample Techni(ue1 #andom Sampling. S #esearch Instrument1 Structured 4uestionnaire. S Contact 3ethod1 Personal Inter!iew. 9.9 SAMPLE SIHEA 3y sample si'e for this project was 6HH respondents. Since it was not possi"le to co!er the whole uni!erse in the a!aila"le time period, it was necessary for me to take a sample si'e of 6HH respondents. 9.= DATA COLLECTION INSTRUMENT DEVELOPMENTA The mode of collection of data will "e "ased on Sur!ey 3ethod and Field Acti!ity. Primary data collection will "ase on personal inter!iew. I ha!e prepared the (uestionnaire according to the necessity of the data to "e collected. 9.> RESEARCH LIMITATIONSA S It was not possi"le to understand thoroughly a"out the different marketing aspects of the Financial Consultant $ithin 5H days. S As stipend, money was not gi!en it was difficult to continue the project work. S All the work was limited in some limited areas of Pali so the findings should not "e generali'ed. S The area of research was Pali and it was too !ast an area to co!er within 5H days. C+APT9#:E ,ATA A-AKSIS, I-T9#P#9TATI*- A-, P#9S9-TATI*- F.6. Kour AgeT TA&9 S$ria& N!. Ag$ Ca-$g!r' Nu#/$r !2 R$(%!n"$n-( P$r0$n-ag$ 7. 7=:65 Kears 8H 6HJ 6. 68:6C Kears FH 5EJ 5. 5H:5E Kears IH 5HJ 8. 5E Kears ) a"o!e 5H 7EJ T!-a& 6HH 7HHJ &ase 6HH respondents ( )( *( +( ,( -( .( /( )01*+ 2ears +(1 +-2ears )01*+ 2ears *,1*3 2ears +(1+- 2ears +- 2ears 4 a5o6e In-$r%r$-a-i!n From the ta"le and graph a"o!e it can "e seen that 6HJ respondent2s age are 7= to 65 years. 5EJ respondent2s age are 6F to 6C years. 5HJ respondent2s age are 5H to 5E years. 7EJ respondent2s age are 5E to a"o!e years. F.7. 3arital StatusT TA&9 S$ria& N!. Ca-$g!r' Nu#/$r !2 R$(%!n"$n-( P$r0$n-ag$ 7. 3arried 78H FHJ 6. /nmarried IH 5HJ T!-a& 6HH 7HHJ &ase 6HH respondents
),( .( ( *( ,( .( 0( )(( )*( ),( Married 7%married Married 7%married In-$r%r$-a-i!n From the ta"le and graph a"o!e it can "e seen that FHJ respondents are married. 5HJ respondents are unmarried. F.8. 9ducational 4ualificationT TA&9 S$ria& Ca-$g!r' Nu#/$r !2 P$r0$n-ag$ N!. R$(%!n"$n-( 7. /nder graduate EH 6EJ 6. >raduate =H 8HJ 5. Post >raduate FH 5EJ T!-a& 6HH 7HHJ
&ase 6HH respondents ( )( *( +( ,( -( .( /( 0( )st *%d +rd 7%der grad"ate Grad"ate !ost Grad"ate In-$r%r$-a-i!n From the ta"le and graph a"o!e it can "e seen that 6EJ respondents are /nder graduate. 8HJ respondents are >raduate. 5EJ respondents are Post graduate. F.9. -um"er *f year2s Are Kou in PaliT TA&9 S$ria& N!. Ca-$g!r' Nu#/$r !2 R$(%!n"$n-( P$r0$n-ag$ 7. ess than fi!e years F= 5CJ 6. 3ore than fi!e years 766 I7J T!-a& 6HH 7HHJ &ase 6HH respondents ( *( ,( .( 0( )(( )*( ),( )st *%d Less tha% 8i6e ears More tha% 8i6e ears In-$r%r$-a-i!n From the ta"le and graph a"o!e it can "e seen that 5CJ respondents are in Pali for less than fi!e years. I7J respondents are in Pali for more than fi!e years. F.=. Kour *ccupationT TA&9 S$ria& N!. Ca-$g!r' Nu#/$r !2 R$(%!n"$n-( P$r0$n-ag$ 7. &usiness 8H 6HJ 6. Profession 7H= E8J 5. Ser!ice E6 6IJ T!-a& 6HH 7HHJ &ase 6HH respondents ( *( ,( .( 0( )(( )*( 9"si%ess !ro8essio% Ser6i$e In-$r%r$-a-i!n From the ta"le and graph a"o!e it can "e seen that 6HJ respondents *ccupation is &usiness. 6IJ respondents *ccupation is Profession. E8J respondents *ccupation is Ser!ice. F.>. Kour annual household incomeT TA&9 S$ria& N!. Ca-$g!r' Nu#/$r !2 R$(%!n"$n-( P$r0$n-ag$ 7. ess than 6 lacs C= 8CJ 6. &etween 6 to E I6 57J 5. &etween E to = 5H 7EJ 8. 3ore than = lacs 7H EJ T!-a& 6HH 7HHJ &ase 6HH respondents ( *( ,( .( 0( )(( )st :tr *%d :tr +rd :tr ,th :tr Less tha% * #a$s 9et;ee% * to - #a$s 9et;ee% - to 0 #a$ More tha% 0 #a$s In-$r%r$-a-i!n From the ta"le and graph a"o!e it can "e seen that 8CJ respondent2s annual household income is less than 6 lacs. 57J respondent2s annual household income is "etween 6 to E lacs. 7EJ respondent2s annual household income is "etween E to = lacs. EJ respondent2s annual household income is more than = lacs. F.;. Are you a mem"er of a clu"0gymkhanaT
TA&9 S$ria& N!. Ca-$g!r' Nu#/$r !2 R$(%!n"$n-( P$r0$n-ag$ 7. Kes =8 86J 6. -o 77I E=J TOTAL 6HH 7HHJ &ase 6HH respondents ( *( ,( .( 0( )(( )*( 2ES NO 2ES NO In-$r%r$-a-i!n From the ta"le and graph a"o!e it can "e seen that 86J respondents are mem"er of a clu"0gymkhana. E=J respondents are not mem"er of a clu"0gymkhana. F.D. $hat is your perception a"out different products0ser!ices pro!ided "y +,FC "ankT TA&9 S$ria& N!. Ca-$g!r' Nu#/$r !2 R$(%!n"$n-( P$r0$n-ag$ 7. ucrati!e EH 6EJ 6. -on ucrati!e 76H IHJ 5. -o Idea 5H 7EJ T!-a& 7<< 6<< &ase 6HH respondents ( *( ,( .( 0( )(( )*(
L"$rati6e No%1 L"$rati6e No Idea L"$rati6e No%1L"$rati6e No Idea In-$r%r$-a-i!n From the ta"le and graph a"o!e it can "e seen that 6EJ respondent2s perception a"out different products is lucrati!e. IHJ respondent2s perception a"out different products is not lucrati!e. 7EJ respondent2s ha!e no idea. F.?. ,o you want to open an account with +,FC "ankT TA&9 S$ria& N!. Ca-$g!r' Nu#/$r !2 R$(%!n"$n-( P$r0$n-ag$ 7. Kes 7H EJ 6. -o 7IH =HJ 5. $ill tell later 5H 7EJ TOTAL 7<< 6<<I &ase 6HH respondents ( *( ,( .( 0( )(( )*( ),( ).( 2es No Wi## te## #ater 2es No Wi## te## #ater In-$r%r$-a-i!n From the ta"le and graph a"o!e it can "e seen that =HJ respondents are not interested to open an account with the "ank. EJ respondents are interested to open an account with the "ank. 7EJ of the respondents say that they will tell later. F.6<. ,o you ha!e all the documents which are re(uired to open an accountT TA&9 S$ria& N!. Ca-$g!r' Nu#/$r !2 R$(%!n"$n-( P$r0$n-ag$ 7. Kes 76H IHJ 6. -o =H 8HJ TOTAL 7<< 6<<I &ase 6HH respondents ( *( ,( .( 0( )(( )*( 2ES NO 2es No In-$r%r$-a-i!n From the ta"le and graph a"o!e it can "e seen that IHJ respondents ha!e all the documents which are re(uired to open an account with the "ank. 6EJ respondents do not ha!e all the documents which are re(uired to open an account with the "ank. F.66. Are you aware that the "ank pro!ides you a free ,emat account if you open a new sa!ings account with +,FC "ankT TA&9 S$ria& Ca-$g!r' Nu#/$r !2 P$r0$n-ag$ N!. R$(%!n"$n-( 7. Kes 8H 6HJ 6. -o 7IH =HJ TOTAL 7<< 6<<I &ase 6HH respondents ( *( ,( .( 0( )(( )*( ),( ).( 2es No 2es No In-$r%r$-a-i!n From the ta"le and graph a"o!e it can "e seen that 6HJ respondents are aware that the "ank pro!ides a free ,emat account with new sa!ings account. 8HJ respondents are not aware of it. F.67.Are you aware of different terms and conditions which are !ery much essential to maintain an account at +,FC &ankT TA&9 S$ria& N!. Ca-$g!r' Nu#/$r !2 R$(%!n"$n-( P$r0$n-ag$ 7. Kes 6E 66J 6. -o 7FE ==J TOTAL 7<< 6<<I &ase 6HH respondents ( *( ,( .( 0( )(( )*( ),( ).( )0( 2es No 2es No In-$r%r$-a-i!n From the ta"le and graph a"o!e it can "e seen that 76J respondents are familiar with different terms and conditions which are !ery much essential to maintain account with the "ank. ==J respondents ha!e no idea a"out it. F.68. ,o you know a"out +,FC &ank2s recruitment policies related to sales e%ecuti!esT TA&9 S$ria& N!. Ca-$g!r' Nu#/$r !2 R$(%!n"$n-( P$r0$n-ag$ 7. Kes =6 87J 6. -o 77= ECJ TOTAL 7<< 6<<I &ase 6HH respondents ( *( ,( .( 0( )(( )*( 2es No 2es No In-$r%r$-a-i!n From the ta"le and graph a"o!e it can "e seen that 87J respondents are known a"out +,FC &ank2s recruitment policies related to sales e%ecuti!es. ECJ respondents are not known a"out +,FC &ank2s recruitment policies related to sales e%ecuti!es. C+APT9#:I C*-C/SI*-S A-, S/>>9STI*-S >.6 CONCLUSIONSA +,FC &ank, the "anking arm of +,FC is e%pected to go on stream. The "ank already has good num"er of employees on "oard and is recruiting Sales 9%ecuti!es hea!ily to take the headcount to many more. It is on the "rim of increasing its customers through its attracti!e schemes and offer.
The project opportunities pro!ided was market segmentation and identifying prospecti!e customers in potential geographical location and con!incing them to open an account so that new &usiness *pportunities of the "ank can "e e%plored. Through this project, it could "e concluded that people are not much aware a"out the !arious products of the "ank and many of them not interested to open an account at all.
Ser!ices was considered as unsought good which re(uire hard core selling, "ut in changing trend in income and people "ecoming financially literate, the demand for "anking sector is increasing day "y day.
According to my findings Company2s promotional acti!ities for recruiting sales e%ecuti!es are also !ery less.
So, at last the conclusion is that there is tough competition ahead for the company from its major competitors in the "anking sector.
ast "ut not the least I would like to thank +,FC &ank for gi!ing me an opportunity to work in the field of 3arketing. I hope the company finds my analysis rele!ant. >.7 SUGGESTIONSA Finally some recommendations for the company are as fallows1: To make people aware a"out the "enefit of "ecoming +,FC &ank2s Sales 9%ecuti!e, following acti!ities of ad!ertisement should "e done through 7. Print 3edia. 6. +oarding ) &anners. 5. Stalls in Trade Fares 8. ,istri"ution of leaflets containing details information. The "ank should pro!ide life time !alid AT3 card to all its customers. 3inimum "alance for sa!ings account should "e reduced from #s EHHH to #s 7HHH, so that people who are not financially strong enough can maintain their account properly. The company should pro!ide a pass "ook to all its customers. 3ake people understand a"out the !arious "enefits of its products. Company should organi'e the program in the society, so that people will "e aware a"out the company and different products of the "ank. Company should open more "ranches in different cities. C+APT9#: F I3ITATI*-S LIMITATIONS 9!ery work has its own limitation. imitations are e%tent to which the process should not e%ceed. imitations of this project are1: The project was constrained "y time limit of two months. 3indset of people may !ery depending upon their age, gender, income etc. >etting appointment from the concern person was !ery difficult. People mind set a"out the sur!ey was an o"stacle in ac(uiring complete information ) positi!e interaction. #espondents were !ery "usy in their schedule. So it was !ery time consuming for them to answer all the (uestions properly. ANNE@URES 6. FUESTIONNAIRE FUESTIONNAIRE ,ear Sir03adam, -ame1 UUUUUUUUUUUUUUUUUUUUUUUUUUU Address1 UUUUUUUUUUUUUUUUUUUUUUUUUU Contact -o 1VUUUUUU@ *AUUUUUU @3AUUUUUUUUU City1 UUU...............Pin1 UUUUUUU.State1 UUUUUUUUU I am a student of >o!t.P.>. &angur Collage, Pali @#aj.A and presently doing a project on ,OPENING SAVINGS + CURRENT ACCOUNT BY MEETING CUSTOMERS3.
I re(uest you to kindly fill the (uestionnaire "elow and I assure you that the data generated shall "e kept confidential. 6. Y!ur Ag$A JJJJJJJJJJJJJJJJJJJJ 7. E"u0a-i!n Fua&i2i0a-i!n. /ndergraduate W >raduate W Post graduate W 8. Mari-a& S-a-u(. 3arried W Single W -o. of Children1 XXXXXXXXXX 9. Nu#/$r O2 '$ar4( Ar$ Y!u in Pa&i. ess than fi!e year2s W 3ore than fi!e year2s W =. O00u%a-i!n. &usiness W Profession W Ser!ice W @Please mention "elow the type of "usiness0profession you are in incase of ser!ice please mention your organi'ation name and designationA >. Y!ur annua& h!u($h!&" in0!#$. Ythan 6 lack W &etween 6 to E lack W &etween E to = lack W Zthan = lack W ;. Ar$ '!u a #$#/$r !2 a C&u/KG'#L Kes W -o W If yes, -ame of the Clu"0>ym XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX D. Bha- i( '!ur %$r0$%-i!n a/!u- "i22$r$n- %r!"u0-( an" ($r.i0$( !22$r$" /' HDFC Ban5L ucrati!e W -ot lucrati!e W -o idea W ?. D! '!u 1an- -! !%$n a Sa.ing( A00!un- !r Curr$n- A00!un- 1i-h HDFC Ban5L Kes W -o W $ill tell later W 6<. D! '!u ha.$ a&& -h$ "!0u#$n-( 1hi0h ar$ r$Muir$" -! !%$n an a00!un-L Kes W -o W 66. Ar$ '!u a1ar$ !2 -ha- HDFC Ban5 %r!.i"$ '!u a 2r$$ D$#a- a00!un- i2 '!u !%$n a n$1 (a.ing( a00!un- 1i-h -h$ /an5L Kes W -o W 67. Ar$ '!u a1ar$ !2 "i22$r$n- -$r#( an" 0!n"i-i!n( 1hi0h ar$ .$r' #u0h $(($n-ia& -! #ain-ain an a00!un- a- HDFC Ban5L Kes W -o W 68. D! '!u 5n!1 a/!u- HDFC Ban54( r$0rui-#$n- %!&i0i$( r$&a-$" -! (a&$( $C$0u-i.$(L Kes W -o W Da-$A P&a0$A Tha%< 2o" Signa-ur$ BIBLIOGRAPHY 6. BOOKS AUTHORS 3arketing 3anagement @7Hth 9ditionA Philip .otler 3arketing 3anagement @5rd 9ditionA L.S. #amaswamy #esearch 3ethodology @6nd 9ditionA #esearch 3ethodology 7. NEBS PAPERS Times of India Financial 9%press 8. BEBSITES www.hdfc"ank.com www.google.com www.scri"d.com