customer satisfaction on hdfc bank (2).doc
TRANSCRIPT
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PROJECT REPORT
On
“ A STUDY ON CUSTOMER SATISFACTION ON HDFCHOME LOANS .”
In Partial Fulfillment for the Award of Degree
“MATER OF BUSSINESS ADMINISTRATION”
AFFILIATED TOU.P. TECHNICAL UNIVERSITY, LUCKNOW
SESSION (2010-2012)
Submitted to:Submitted by: Mr. .Ri!"# A$%r&%' #%"#*%+ D%"(Pr! /i!) MA 3# SEMISTER
K.C.M.T., AREILLY
KHANDELWAL COLLEGE OF MANAGEMENT
SCIENCE & TECHNOLOGY
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STUDENT DECLARATION
T#i" i" !ri4* #% I #%5! +6'!! #! Pr! i'! 7A STUDY ON
CUSTOMER SATISFACTION ON HDFC HOME LOANS8 /!r #!
$/i%! 4 7Mr. RITESH AARWAL8"ir i #! 6%ri%' 4/'4i''+! 4 #!
r!9/ir!+! 4r #! %&%r 4 #! !$r!! 4 7M%"!r" i /"i!""
A+ii"r%i8 4r+ 7K#%!'&%' C''!$! 4 +%%$!+! "i!! :
!#'$*, %r!i''*.8 T#i" i" % ri$i%' &r; % I #%5! "/
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ACKNOWLEDGEMENT
"Gratitude i !t a t#i!$ % e'rei!( it i )re )atter % %ee*i!$+"
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#!'6 % "/6!r5i"i i %#i!5i$ #! $%'". T#i" 4r+%' 6i!! 4 %;&'!$!+! i" %
%!+6 !=6r!"" #! 4!!'i$ 4 $r%i/! &%r" 6!6'! #!'64/' +! i
"/!""4/''* +6'!i$ 4 +* r%ii$.
I &/' 'i;! !=6r!"" +* !!6 $r%i/! Mr+Rite# A$ar,a* $/i!
+! &r; #!"'* % $i5! 5%'/%
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TABLE OF CONTENTS
Stude!t De-*arati! ....................++ iCerti%i-ate %r) $uide.................... iiA-/!,*ed$e)e!t++...................+++++++ iiiEe-uti0e Su))ar1.....................++i0Lit % A22re0iati!....................+++ 0
CHA3TER 45 INTRODUCTION6
4+4 I!trdu-ti! t #)e *a!..........+++++++++++++++ 4
4+7 Ad0a!ta$e % #)e *a!..............4
4+8 Diad0a!ta$e % #)e *a!............+++ 7
4+9 Di2ure)e!t % #)e *a!............. 8
CHA3TER 75 OB:ECTI;ES OF THE STUDY.........+++ 48
7+4 3ur'e % t#e Stud1...............++++++49
7+7 S-'e % t#e Stud1................++++++49
CHA3TER 85 RESEARCH METHODOLOGY.........++ 4<
8+4 Reear-# Dei$!..................+ 4<
8+7 Data -**e-ti!..................++++ 4<
8+8 Sa)'*e i=e....................++4>
8+9 Sa)'*i!$ Te-#!i?ue................+ 4>
8+@Li)i!ati!....................+ 4
CHA3TER 95 RE;IEW OF LITERATURE........... 7
CHA3TER @5 INDUSTRY 3ROFILE.............++ 77
@+4 T#e Hitr1 % I!dia! #)e La!..........++ 77
@+7 H)e La! 'r-edure i! I!dia............+78
@+8 I!teret rate 'r0ided 21 2a!/............79
@+9 I!dia! Mar/et %r H)e *a! i )re t#a! R+@ -r+++ 7>
@+@ I!dia! #)e *a! I!dutr1.............++7
@+< Re-e!t tre!d # #)e *a! i! I!dia.........+++84@+> I)'a-t % *,d,! ! #)e *a! )ar/et i! I!dia....84
@+ I!teret a!d )ar/et tre!d i! 1ear 7........++88
@+ T1'e % #)e *a!................+++ 8@
@+4 HDFC #)e *a!.................++8>
CHA3TER 5 DISBURSEMENT OF HOME LOANS BY HDFC ..+
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LIST OF ABBRE;IATIONS
ABBRE;IATIONS E3ANSION
RO;R RECOMMENDATION O;ER
NRI NON RESIDENT INDIAN
RBI RESER;E BANK OF INDIA
3NB 3UN:AB NATIONAL BANK
SBI STATE BANK OF INDIA
IIR INCOME TO INSTALLMENT RATIO
FLI3 FLEIBLE LOAN INSTALMENT 3LAN
DSA DIRECT SELLING AGENTS
BSA BUSINESS SELLING AGENTS
DCO;R DOUBLE CHECKING O;ER
R3LR RETAIL 3RIME LENDING RATE
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CHA3TER6 4
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CHA3TER 4
INTRODUCTION
4+4 INTRODUCTION TO HOME LOANS
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4+7 AD;ANTAGES OF HOME LOANS56T#! 5%ri/"
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CHA3TER67
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CHA3TER67
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OB:ECTI;ES OF STUDY
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CHA3TER68
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RESEARCH METHODOLOGY OF THE STUDY
RESEARCH METHODOLOGY56
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I &%" ''!! 4r+ i!r%' "/r!". T#! "!%r* %% &%" ''!! #!
3LAN OF ANALYSIS56
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CHA3TER 9
RE;IEW OF LITERATURE
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SUMMARY56
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CHA3TER6@
INTRODUCTION TO THE INDUSTRY
@+4 THE HISTORY OF INDIAN HOME LOANS56
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1. $! #! '% i"
CHA3TER6
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CHA3TER6<
COM3ANY 3ROFILE
OF
HDFC HOSING DE;ELO3MENT FINANCE COR3ORATION LTD
INTRODUCTION-
Hui!$ De0e*')e!t Fi!a!-e Cr'rati! Li)ited , 4/! 1GG
UAE &i# "!r5i! %""i%!" i K/&%i, O+% % %%r. HDFC i" #! '%r$!" #/"i$+6%* i Ii% 4r #! '%" 2G *!%r".
SNA3SHOT6I
• Ir6r%! i 1GG %" #! 4ir" "6!i%'i! Mr$%$! C+6%* i Ii%.
http://en.wikipedia.org/w/index.php?title=Ravi_Maurya&action=edit&redlink=1http://en.wikipedia.org/w/index.php?title=Ravi_Maurya&action=edit&redlink=1http://en.wikipedia.org/wiki/Hasmukhbhai_Parekhhttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/NBFChttp://en.wikipedia.org/wiki/Mortgageshttp://en.wikipedia.org/wiki/HDFC_Bankhttp://en.wikipedia.org/w/index.php?title=Ravi_Maurya&action=edit&redlink=1http://en.wikipedia.org/w/index.php?title=Ravi_Maurya&action=edit&redlink=1http://en.wikipedia.org/wiki/Hasmukhbhai_Parekhhttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/NBFChttp://en.wikipedia.org/wiki/Mortgageshttp://en.wikipedia.org/wiki/HDFC_Bank
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• A'+" 0B 4 iii%' "#%r!#'i$ i #! #%" 4 +!"i i"i/!" % r!%i'
i5!"r". C/rr! GGB 4 "#%r!" #!'
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SNA3SHOT6II
• L% A66r5%'" R". 0?
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KEY EECUTI;E HDFC HOUSING DE;ELO3MENT FINANCE COR3 LTD 56
Mr+ Dee'a/ S 3are/#5 6 "!r5!" %" E=!/i5! C#%ir+% % C#i!4 E=!/i5! O44i!r 4 #!
%r 4 H/"i$ D!5!'6+! Fi%! Cr6. L., (HDFC). H! i! HDFC Li+i! i% "!ir +%%$!+! 6"ii i 1G. H! &%" i/! %" % '!-i+! ir!r 4 HDFCLi+i! i 1? % &%" %66i! %" i" E=!/i5! C#%ir+% i 1. H! i" #! C#i!4 E=!/i5! O44i!r 4 HDFC Li+i!. Mr. P%r!;# i" % F!''& 4 #! I"i/! 4 C#%r!r!A/%" (E$'% : W%'!").
Mr+ K+) )itr15 6 T#! M%%$i$ Dir!r 4 #! Cr6r%i. H! #%"
M+ Re!u S+ Kar!ad5 6 T#! E=!/i5! Dir!r 4 #! Cr6r%i. S#! #%"
Mr. S M!#% Mr. D M S%&%'!;%r
GROU3 COM3ANIES56• HDFC %; Wr' C'%"" Ii% %;- %+$ #! 6 6ri5%!
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• CIIL Cr!i I4r+%i /r!%/ Ii% Li+i!.
• HDFC C#/
#"i$ */r i"/r!r.
Bui!e Gr,t#56
T#! +6%* ++%" % +%r;! "#%r! 4 5!r 0B i #! #/"i$ 4i%! "!r.L!5!r%$i$ i"
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#! R" 2?0 "%66r5%'" % i"" " "6r!% #%" "#r/; 4r+ 2.1B i 4i%i%' *!%r 1G 1.B i 4i%i%' *!%r 2000. W#! i +!" %ii$ ri";, #! +6%*>" r%; r!r i" %+$ #!
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A6%r 4r+ #!"! r%ii%' +!#" 4 $r&i$, HDFC i" %'" '!5!r%$i$ #!I!r! "'i%! i"
T#! !%r !r+ !r" #&!5!r, %r! !!r! i" i5!r"i4i%i". I i" !%"*4r #! +6%* +i%! i" #!r !&
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T1'e % 3rdu-t %%ered
HDFC 6r5i! '%" +!! %'' */r r!9/ir!+!" 4r */ +%;! #% #/"! % #+!.
• H)e I)'r0e)e!t La!
• H)e Ete!i! La!
• La! t 'r%ei!a* %r %%i-e r -*i!i-+
• H)e E?uit1 La! La! A$ai!t 3r'ert1
• La! a$ai!t Re!t re-ei0a2*e
• S#rt Ter) Brid$i!$ La!+
• La! t 'r%ei!a* %r !!6reide!tia* 're)ie *a!
Ke1 A-iate a!d Su2idiarie5 6 T#!"! %r!-
HDFC BANK56
• 2.2B &!
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• O44!r" 20 ii5i/%' 6r/" % ? $r/6 6'%" %'$ &i# ? 6i%' ri!r"
• O44!r" 4/ 6i" &i# +%r;! 'i;! 6r/"
3re)iu) i!-)e a!d $r,t# - V%'/!" ri5! $r&#-T%' 6r!+i/+ i+! 4 R". 3.?
• HDFC MF 44!r" 3 !9/i* % !• E9/i* %""!" %" % 6r6ri 4 #! +//%' 4/>" AUM i" ?B.
HDFC 3RO3ERTY FUND56
• L%/#! i M%r# 200?
• Fir" S#!+! HDFC Ii% R!%' E"%! F/
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F/ r6/" US 2?0 +i''i 4/''* i5!"! D+!"i, G *!%r '"! !! 4/ F/" +%%$! P 7+>P
Ear!i!$ 'er #are R @ @
3r%it a%ter Ta R i! 2i**i! 79+8< 7>+48
Tta* Aet R i! 2i**i! 4+ 7@+8
DISTRIBUTION NETWORK5 6 HDFC>" i"ri
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T %!r -r!"i! Ii%", HDFC #%" 44i!" i L % D/
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CHA3TER6>
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CHA3TER6 >
DISBURSEMENT OF HOME
LOANS BY HDFC HOUSING DE;ELO3MENT FINANCE
COR3ORATION LIMITED
T#i" #%6!r %i" r!"/'" % i"/""i i"%
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TABLE5 6 >+7 HDFC5 9 44 Su))ar1
R )! 944A YY
I!-)e %r) O'erati! 8>4@ 97P
P 8P
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GRA3H6>+8HDFC5 YY Di2ure)e!t $r,t#56
9@P
9P
8@P
8P
7@P
7P
4@P 4O4 7O4 8O4 4O7 7O7 8O7 4O8 7O9 4O@ 4O< 4O> 4O 4O 44 444
YOY DISBURSEMENT GROWTH
6666666 ANNUAL A;G DISB+ GROWTH
HDFC 6r5i!" '$-!r+ #/"i$ '%" '& % +i'!-i+! ii5i/%'", %" &!'' %"
r6r%i". HDFC %'" 6r5i!" "r/i 4i%! r!%' !"%! !5!'6!r",
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CHA3TER6
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CHA3TER6
COM3ARATI;E STUDY OF DISBURSEMENT OF HOME LOANS
BY COMMERCIAL BANKS
+4 6 Di2ure)e!t % H)e *a! 21 di%%ere!t 2a!/56
HDFC LTD56
Y!%r" N. 4 H+!'%
A/#'!r".
H+! '% Di"
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r!5!r! %+/, i.!. R"..0? rr! R".2.12 rr!. S i / "#%'' #!r! %r! /6&%rr! i /+
T#! P/%< N%i%' %; i" P/
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200-0G
200G-0
200-0
200-10
2010-11
10
10
1?3
10
20
.21
11.??
1G.0
20.0
23.10
?.2G
10.1
13.?
1.
2.1
0.3
1.
2.G0
1.31
0.3
I!ter'retati!56
T#! ri!%'
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+7 6COM3ARATI;E STUDY OF DISBURSEMENT OF HOME LOANS BY
COMMERCIAL BANKS56
T#!r! %r! /+
#! /"+!r". T#! +6%ri" %+$ i44!r! ++!ri%'
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Ta2*e +7 2
Na)e % Ba!/ A0era$e R 3er-e!ta$e %
A--u!t#*der
HDFC LTD
P/%< N%i%' %;
Ori!%' %; 4C++!r!
ICICI ANK
110
11
1
101
2
3
?
2
T%' 3? 100
GRA3H56 +7
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H+! '% #'!r" 4 HDFC LTD % ++!ri%' "
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200-0G
200G-0
200-0
200-10
2010-11
120.1?
1.2
21.?
230.G
2?.1?
0.0G
120.00
133.G
10.
230.00
.21
11.??
1G.0
20.0
23.10
103.
12.23
1?0.?
1G.G?
223.00
(R".i rr!)
A5!r%$! 4 #+! '%" $r%!
T%' #+! '%" $r%! ---------------------------------
N. 4 *!%r"
Ta2*e+ +8 2
Na)e % Ba!/ A0era$e R 3er-e!ta$e % #)e
*a! $ra!ted R i! -rre
HDFC LTD
P/%< N%i%' %;
Ori!%' %; 4 C++!r!
ICICI ANK
203.2
1??.01
1?.0
1??.G
2
2
Tta* @84+77 4
T /!r"% #! +6%ri" +r! !44!i5!'* % '"!'*, i #%"
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Di%$r%++%i%''* %" 4''&"-
GRA3H56 +8
H+! '%" $r%!
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200-0G
200G-0
200-0
200-10
2010-11
G.2
1?0.00
1?.
21.0G
2?.0?
.0?
1.20
12G.1
1?.0
22.12
?.2G
10.1
13.?
1.
2.1
.12
10?.00
1.3
133.?
20.1
A5!r%$! r!5!r* 4 #+! '%"
T%' #+! '%" r!5!r! ----------------------------------
N. 4 *!%r"
Ta2*e +9 2
Na)e % Ba!/ A0era$e R 3er-e!ta$e % #)e*a! re-0ered R i!
-rre
HDFC LTDP/%< N%i%' %; Ori!%' %; 4 C++!r!ICICI ANK
13.0?1?.2113.3G1.0
02
T%' 3G1.0 100
I i" '!%r!r &i# #! #!'6 4 #i" i%$r%+ -
GRA3H5 6 +9
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H+! '%" r!5!r!
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200-0G
200G-0
200-0
200-10
2010-11
22.G
.2
2.0?
.0
.10
2G.02
2.
1G.
13.3
11.
0.3
1.
2.G0
1.31
0.3
.21
1.23
1G.1
2.10
13.3
A5!r%$! 4
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CHA3TER6
ANALYSIS & INTER3RETATION
T#! %%'*"i" i"
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AGE GROU3 OF SUR;EYED RES3ONDENTS
TABLE +45
A$e $ru' N+ % Re'!de!t
4 6 7@ 1ear 9>
7< 6 8@ 1ear 7@
8< 6 9 1ear 4>
@ 6
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1 M%rri! G0 G0B
2 U+%rri! 0 0B
T%' 100 100B
%"! 100 r!"6!"
CHART6+7
I!ter'retati!Fr+ #! %
TABLE6+8
Sr+ N+ Cate$r1 N+ % Re'!de!t 3er-e!ta$e
1 U!r $r%/%! 2? 2?B
2 r%/%! 30 30B
P" $r%/%! ? ?B
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T%' 100 100B
%"! 100 r!"6!"
CHART6+8
I!ter'retati!Fr+ #! %
1 L!"" #% 4i5! *!%r" 30 30B
2 Mr! #% 4i5! *!%r" 0 0B
T%' 100 100B
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%"! 100 r!"6!"
CHART6+9
Sta1i!$ 1ear i! Barei**1
I!ter'retati!Fr+ #! %".
1B r!"6!>" %r! i %r!i''* i" +r! #% 4i5! *!%r>".
CUSTOMER 3ROFILE OF SUR;EYED RES3ONDENTS
TABLE +@5
Cut)er 'r%i*e N+ % re'!de!tStude!t 8
Hue,i%e 7
Wr/i!$ 3r%ei!a* @4
Bui!e 77
Se*% E)'*1ed 44
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G0er!)e!t er0i-e e)'*1ee 44
C#art6+@
I!ter'retati!Fr+ #! %" %r! $5!r+! "!r5i! !+6'*!! % B 4 #!r!"6!" %r! "/! % 2B 4 #! r!"6!" %r! #/"!-&i4!.
ANNUAL HOUSE HOLDS INCOME
TABLE6+<
Sr+ N+ Cate$r1 N+ % Re'!de!t 3er-e!ta$e
1 L!"" #% 2 '%" 3 3B
2 !&!! 2 ? '%" 1 1B
!&!! ? '%" 1? 1?B
3 Mr! #% '%" ? ?B
T%' 100 100B
%"! 100 r!"6!"
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CHART6+<
I!ter'retati!Fr+ #! %" %/%' #/"!#' i+! i"
Y!" 1
N
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CHART56+>
A,are!e a2ut HDFC LTD
I!ter'retati!56Fr+ #! %
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GRA3H56 +
I!ter'retati!-T i!r6r! #! r!"6"! 4 #! 9/!"i", #! 4i$/r!" "#&" #% +" 4 #!
/"+!r" 4i #! 6r
HDFC LTD ??
P/%< N%i%' %; 1?
Ori!%' %; 4 C++!r! 0G
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ICICI ANK 20
A* #!r 0
T /!r"% #! r!"6"! +r! !44!i5! % '"!'*, i #%"
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H&!5!r, #! %%'*"i" "#&! #% #! 6!6'! 6r!4!r HDFC LTD 4r #+! '%
Ta2*e6+4
Sur-e % i!%r)ati! a2ut H)e La! S-#e)e
Sur-e % i!%r)ati! 3er-e!ta$e % -ut)er
N!&"6%6!r" 3
M%$%i!" 1
%!r"H%ri$"P%+6#'!" 11
Wr 4 +/# 20
A* #!r "/r! 03
CHART56+4 'er-e!ta$e % ur-e % i!%r)ati! a2ut #)e *a! -#e)e
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Sur-e % i!%r)ati! a2ut H)e La! S-#e)e
I!ter'retati!-
T#! %% "#&" #% %r/ 20B 4 /"+!r" $ i4r+%i 4r+ "/r! 4 Wr4 M/# i# i'/!" i4r+%i 4r+ 4ri!", r!'%i5!", ''!%$/!" !. 3B 4 /"+!r" $ i4r+%i 4r+ !&"6%6!r", '* 1B 4 /"+!r" 4r+ +%$%i!" %3B 4 /"+!r" $ i4r+%i %
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O'i!i! a2ut t#e er0i-e % HDFC LTD
Ser0i-e % HDFC LTD 3er-e!ta$e % -ut)er a$reei!$
Str!$*1
a$ree
A$ree Neutra* Dia$ree Str!$*1
dia$ree
%. Pr4!""i%''*+%%$!
B 10B 3B - -
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O'i!i! % -ut)er a2ut HDFC LTD
I!ter'retati!56
C/"+!r" 4r+ HDFC LTD %r! 9/i! "%i"4i! 4r+ #!ir "!r5i!" 'i;! 9/!r*#%'i$ % /"+!r" "i%' r!"6"i
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O'i!i! % -ut)er a2ut #)e *a! -#e)e
HDFC LTD 56
Ser0i-e % HDFC
LTD
3er-e!ta$e % -ut)er a$reei!$
Str!$*1
a$ree
A$ree Neutra* Dia$ree Str!$*1
dia$ree
%. A+/ 4 '% 0B ?B ?B - -
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I!ter'retati!56
T#! %%'*"i" "#&" #% #! /"+!r" 4 HDFC LTD $%5! 0 6!r! 4 %+/ 4 '% % '!$%' 6r!!i$", ?B i!r!" r%!", 3?B 6r!!i$" % "!r5i!", ??B i"%''+!". S, /"+!r 4 HDFC LTD i $i5! r!"6"! r!$%ri$ #! "!r5i!" 4 #!
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COM3ANYQS NAMENO+OF
RES3ONDENTSP
HDFC LTD > >
ORIENTAL BANK OF
COMMERCE7 7
ICICI BANK 4 4
3NB > >
SBI 8 8
TOTAL 4 4
GRA3H56+48
NO+ OF RES3ONDENTS
INTER3RETATION56
Fr+ #! %
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T#!r! %r! !5!r*#i$ i #! &r' #%" $ r
#/r'! i
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CHA3TER64
FINDINGS
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1. HDFC LTD #%5i$ $ " 4!' #% #! i!r!" r%!" %r! "+! % #i$#
?. S+! 4 #! /"+!r #%5i$ $ 4%i# 6ri5%!
. C/"+!r %&%r!!"" i" +!i/+ %
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CHA3TER644
RECOMMENDATIONS AND SUGGESTIONS
T#ee u$$eti! #a0e 2ee! di-ued a %**,56
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1) T ir!%"! #!ir /"+!r", #! HDFC LTD "#/' 6r5i! "6!i%'i!
"!r5i!" i #i" "!r. T#!"! "!r5i!" %
r "r/ #!ir r!%+ #+! %" !%r'* %" 6""i
#!'64/' i %r%i$ +r! /"+!r".
3) A'#/$# #! i!r!" r%!" "6!i4i r+", *! /"+!r" "!!; '!"" i!r!"
r%! i# % '&!r #!ir " 4 #/"!. S
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11) T#! HDFC LTD "#/' r* 6r5i! 6r6!r ;&'!$! r!$%ri$
#!ir #+! '% "#!+!", !5! 6!6'! ;& %
&i''
CHA3TER647
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CHA3TER647
CONCLUSION
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1) I +* "/* &! %+! ;& #% +%* 6!6'!" %r! i!r!"! %;! % #+! '% 4r+
HDFC LTD "r/ #!ir #+!".
2) H+! '%" #%5! '$ 6!ri ! +6%r! #!r 6!r"%' '%" % #!r '%". S
6!6'!" %r! 4/"! %;! % #+! '%.
) E5! #/$# #! i!r!" r%!" %r! #i$# 6!6'!" %r! &i''i$ %;! % '% 4r+ HDFC
LTD /! "+! r!%"".
3) T#! i!r!" r%!" %'" "+! % #i$# ! +6%r! #!r
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BIBLIOGRA3HY
REFERENCES RE;IEWS
-
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!r"%i D%5i(200), 7H+! !9/i* '%" % 6ri5%! +r$%$!
i"/r%! R!! Tr!" : P!i%' I+6'i%i"8, V'. N.2, A/$/" 200, P6. 31
?
Dr. R%$%r%% C. (2001), 7A Si+6'! Errr Crr!i M!' 4 H/"!
Pri!8./r%' 4 H/"i$ E+i" V'. 3, N. ,66 2G 3
F%i$ (12), 7T#! D!+% 4r H+! Mr$%$! D! "! (1), 7';i$ % 4r!"# %
WEB 3AGES56
#6&&&.#4ii%.+
#6&&&.#4ii%.+#!r"66/6!&"#4X4iXr!"/'X/!X0X0.#+'
&&&.#4.+
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