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ACKNOWLEDGEMENT

I feel immense pleasure to give the credit of my industrial training work not only

to one individual as this work is integrated effort of all those who concerned with

it. I want to owe my thanks to all those individuals who guided me to move on the

track.

This report is the outcome of my winter training at HDFC, SANJAULI SHIMLA. I

would like to express my deep sense of gratitude towards Prof. (Dr.) Deepak

Sood, Director, Institute of Management Studies, HPU, Shimla and Dr. S.L.

Kaushal, T&P Co-coordinator, Institute of Management Studies, HPU, Shimla who

gave me a chance to undergo training at HDFC BANK, SANJAULI.

I thank Mr. who with their unfailing guidance, and support helped me to

successfully complete my training despite their busy schedules.

I feel highly obliged to Mr. Nitin Rekhi ( Branch Manager, Sanjauli ) ,without

whose able guidance and valuable inputs this project could not have seen the

light of the day.

Last but not the least I would like to thank all my friends, faculty members and

HDFC staff for constantly encouraging and supporting me throughout my training.

VINEET RANA



INDEX



COMPNAY PROFILE

HISTORY OF THE ORGANISATION

PRODUT OF THE COMPANY



COMPANY PROFILE

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 milliondwelling 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, a 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 four

core values - Operational

Excellence, Customer Focus, Product Leadership and People.



DISTRIBUTION NETWORK

HDFC BANK IS HEADQUARTERED IN MUMBAI. THE BANK AT

PRESENT HAS AN ENVIABLE NETWORK OF OVER

593 BRANCHES SPREAD OVER 263 CITIES ACROSS INDIA. ALL

BRANCHES ARE LINKED ON AN ONLINE REAL-TIME

BASIS. CUSTOMERS IN OVER 120 LOCATIONS ARE ALSOSERVICED THROUGH TELEPHONE BANKING. THE BANK'S

EXPANSION PLANS TAKE INTO ACCOUNT THE NEED TO HAVE A

PRESENCE IN ALL MAJOR INDUSTRIAL AND

COMMERCIAL CENTRES 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 THE CENTRES WHERE THE NSE/BSE

HAVE A STRONG AND ACTIVE MEMBER BASE.



RETAIL BANKING SERVICES

The objective of the Retail Bank is to provide its target market

customers a full range of financial

products and banking services, giving the customer a one-stop

window for all his/her banking

requirements. The products are backed by world-class service and

delivered to the customers

through the growing branch network, as well as through alternative

delivery channels like

ATMs, Phone Banking, NetBanking and Mobile Banking.

The HDFC Bank Preferred program for high net worth individuals,

the HDFC Bank Plus and the

Investment Advisory Services programs have been designed keeping

in mind needs of customers

who seek distinct financial solutions, information and advice onvarious investment avenues. The

Bank also has a wide array of retail loan products including Auto

Loans, Loans against

marketable securities, Personal Loans and Loans for Two-wheelers.

It is also a leading provider

of Depository Participant (DP) services for retail customers,

providing customers the facility to

hold their investments in electronic form.

HDFC Bank was the first bank in India to launch an International

Debit Card in association .



TREASURY

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

Foreign Exchange and Derivatives,

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

the liberalization of the

financial markets in India, corporates need more sophisticated risk

management information,

advice and product structures. These and fine pricing on various

treasury products are provided

through the bank's Treasury team. To comply with statutory reserve

requirements, the bank is

required to hold 25% of its deposits in government securities. The

Treasury business is

responsible for managing the returns and market risk on this

investment portfolio.



AWARDS and ACHIEVEMENTS- BANKING SERVICES

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.

The Asset magazine named HDFC Bank "Best Cash Management

Bank" and "Best



CREDIT RATING

HDFC Bank has its deposit programmes rated by two rating

agencies - Credit Analysis & Research Limited. (CARE) and Fitch

Ratings India Private Limited. The bank's Fixed Deposit

instruments considered to be "of the best quality, carrying negligible

Investmentrisk".

CARE has also rated the bank's Certificate of Deposit (CD)

programme "PR 1+" which represents "superior capacity for

repayment of short term promissory obligations". Fitch Ratings

India Pvt. Ltd. (100% subsidiary of Fitch Inc.) has assigned the

"tAAA ( ind )" rating to the bank's deposit programme, with the

outlook on the rating as "stable". This rating indicates

"highest credit quality" where "protection factors are very high".

HDFC Bank also has its long term unsecured, subordinated (Tier II)

Bonds of Rs.4 billion rated

by CARE and Fitch Ratings India Private Limited. CARE hasassigned the rating of "CARE

AAA" for the Tier II Bonds while Fitch Ratings India Pvt. Ltd. has

assigned the rating

"AAA( ind )" with the outlook on the rating as "stable". In each of the

cases referred to above,

the ratings awarded were the highest assigned by the rating agency

for those instruments.



CORPORATE GOVERNANCE RATING

The bank was among the first four companies, which subjected

itself to a Corporate Governance

and Value Creation (GVC) rating by the rating agency, The Credit

Rating Information Services

of India Limited (CRISIL). The rating provides an independent

assessment of an entity's current

performance and an expectation on its "balanced value creation and

corporate governance

practices" in future. The bank has been assigned a 'CRISIL GVC

Level 1' rating, which indicates

that the bank's capability with respect to wealth creation for all its

stakeholders while adopting

sound corporate governance practices is the highest.We are awarethat all these awards are mere

milestones in the continuing, never-ending journey of providing

excellent service to our

customers. We are confident, however, that with your feedback and

support, we will be able to

maintain and improve our services.



Products & Services

(PERSONAL BANKING)



SAVINGS ACCOUNT

1) Regular savings a/c:

An easy-to-operate savings account that allows you to issue

cheques, draw Demand Drafts and

withdraw cash. Check up on your balances from the comfort of your

home or office through NetBanking, PhoneBanking and

MobileBanking.



Features & benef its

- Wide network of branches and over thousand ATMs to meet all your banking needs no matter where you are located.

- Bank conveniently with facilities like NetBanking andMobileBanking- check your account balance, pay utility billsor stop cheque payment, through SMS.

- Never overspend- Shop using your International Debit Cardthat reflects the actual balance in your savings account.

- Avail of facilities like Safe Deposit Locker, Sweep-In and SuperSaver facility on youraccount.



2) NO FRILL S savings a/c:

In an effort to make banking simpler and more accessible for our

customers, we have introduced

the 'No Frills' Savings Account, which offers you all the basic

banking facilities. You can even

avail of services like NetBanking, Mobilebanking free of cost.


- Access a wide network of branches and over a thousand ATMs

across the country to meet all your banking needs.

- Use the Free Electronic Funds Transfer (EFT) facility to transferfunds from your HDFC Bank account to an account in another

Bank at the locations as specified by RBI try to meet all yourbanking needs.

- Bank conveniently with facilities like Free NetBanking andMobileBanking.

- Enjoy Free IVR based PhoneBanking. (Agent assisted calls will becharged*)

- Get Free Quarterly Account Statements.



3) RETAIL TRUST a/c:

The Retail Trust Account is beneficial for Trusts and Societies as it

earns them a higher

interest as compared to a conventional Current Account that offers

no interest.

- Funds, RBI Bonds and other financial instruments through

any of our branches across the- country.

4) SALARY ACCOUNT

a) Payroll salary a/c:

b) Classic salary a/c:

c) Regular salary a/c:

d) Premium salary a/c:



5)KID·S ADVANTAGE ACCOUNT:


- ·

Automatically increases the balance in your Kids AdvantageAccount by transferring a fixed sum from your SavingsAccount every month.

- · Amounts in excess of Rs. 5,000/- over and above a balance of Rs. 10,000/- gets converted into Fixed Deposits for a specifiedperiod in your child's name.

- · Free International Debit Card for your child (above 7 years of age) with a maximum drawing capability of Rs. 2,500/- perday.



OBJECTIVES OF THE STUDY

The Following are the main objectives of the study

What kind of accounts customers hold in the Public & Private Sector Banks?

How many times they visit the Bank?

Which services are offered by the Bank to their customers?

Their viewpoints regarding the services provided to them.

Does the Bank give personal attention to their customers?



SCOPE

NEED



R ESEAR CH METHODOLOGY

R ESEAR CH DESIGH DATA COLLLECTION

METHOD OF SAMPLING DATA ANALYSIS



RESEARCH METHODOLOGY

The chapter under study gives the vivid explanation of the research process followed during the

present study. An attempt has been made to explain the preliminary contents of the research,

such as research objectives, R esearch plan, Sampling techniques, data analysis techniques and

limitations of the study etc.

y Research process:-

Effective and efficient research involves a systematic adoption of the following steps:

Defining the research objectives.

Developing the research plan.

Collecting the information.

Presentation of findings.

Universe: City PATHANKOT.

Population: The population of the study is Students, Professionals,

Servicemen, Businessmen.

Sample Size: The sample size of the research is 300 respondents.

Sampling Technique: The sampling method used in the present study is

random sampling technique.



DATA ANALYSISDATE ANALYSIS FROM THE QUESTIONNAIRE

Visit of any Bank

Attributes Respondents %age

Yes 300 100

No - -

Total 300 100%

100% of the sample sizes visit the Banks. Reason is that every transaction is made

through Banks

100%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Yes No



Choice of Banking Sector


Public Sector Bank 170 57%

Private Sector Bank 130 43%

Total 300 100%

Maturity of the respondents like to open a account in the Public Sector Banks, reason is that

they believe in the Public Sector Banks.



Fr equency of transaction

Public Sector Banks


Once in a week 50 29

Twice in a week 90 53

Fortnightly 30 18

Total 170 100%

The maturity of the respondents visit The Public Banks twice in a week, reason is that,

now a day every transaction is made through the Banks

0%

10%

20%

30%

40%

50%

60%

Once in a weel Twice in a week F r nightly

29%

53%

18%



Pr ivate Sector Banks


Once in a week 30 23

Twice in a week 80 62

Fortnightly 20 15

Total 130 100%

The maturity of the respondent visit the Public Banks, reason is that every transaction is

made through the Banks

0%

10%

20%

30%

0%

50%

60%

70%

Once in a weel Twice in a week F¡

r nightly

23%

62%

15%



Overall performance

Public Sector Banks


Excellent 100 59%

Good 50 30%

Satisfactory 20 11%

Poor - -

Total 170 100%

The maturity of the respondents say that overall performance of The Public Sector

Banks is excellent because employees handle the customers properly.

0%

10%

20%

30%

0%

50%

60%

Excellent G d Average P r

59%

30%

11%





Excellent 90 69

Good 30 23

Satisfactory 10 8

Poor - -

Total 130 100%

The maturity of the respondents say that overall performance of The Private Sector

Banks is excellent because employees handle the customers properly.

0%

10%

20%

30%

¢

0%

50%

60%

70%

Excellent G d Average P r

69%

23%

8%



Ser vices Provided

Public Banks


ATM Services 70 41

Delivery of cash at doorstep - -

Credit Card facility 20 12

Tele Draft facility 10 6

Internet Banking 20 12

All of these 50 29

Total 170 100%

The maturity of the respondents use the service of ATM provided by the Public Sector

Banks because the customers can withdraw the money any time.

29%

12%

6%

12%

0%

£

1%

0% 10% 20% 30%£

0% 50%

All ¤ f these

Inter net banking

Teledraft facility

Cr edit card facility

Deliver y ¤ f cash atd ¤ ¤ r step

ATM Services





ATM Services 50 38

Delivery of cash at doorstep - -Credit Card facility 20 15

Tele Draft facility 10 9

Internet Banking 20 15

All of these 30 23

Total 130 100%

The maturity of the respondents use the service of ATM provided by the Private Sector

Banks because the customers can withdraw the money any time.

23%

15%

9%

15%

0%

38%

0% 10% 20% 30%¥

0%

All ¦

f these

Inter net banking

Teledraft facility

Cr edit card facility

Deliver y ¦

f cash atd

¦ ¦

r step

ATM Services



Satisfaction Level

Public Sector Banks


Yes 150 88%

No 20

T

otal 170 100%

The maturity of the respondents says that they are satisfied with services provided by

The Public Sector Banks, reason is that Public Sector Banks co-operate with their

customer.

88%

12%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

Yes No



Pr ivate sector banks


Yes 120 92%

No 10 8%

Total 130 100%

The maturity of the respondents says that they are satisfied with services provided by

The Private Sector Banks, reason is that Private Sector Banks co-operate with their

customer.

92%

8%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Yes No



Remit & withdraw of cash

Public Sector Banks


Very Fast 150 88

Average 20 12

Slow - --

Total 170 100%

The maturity of the sample size say that services of withdraw & remitting of cash are

very fast, reason is that separate counters are situated for withdraw & remitting of cash

in The Public Sector Banks.

0%

10%

20%

30%

§

0%

50%

60%

70%

80%

90%

Ver y fast Average Slow

88%

12%





Very Fast 100 77%

Average 30 23%

Slow - --

Total 130 100%

The maturity of the sample size say that services of withdraw & remitting of cash are

very fast, reason is that separate counters are situated for withdraw & remitting of cash

in The Private Sector Banks.

0%

10%

20%

30%

̈

0%

50%

60%

70%

80%

Ver y fast Average Slow

77%

23%



Per sonal attention

Public Sector Banks


Yes 150 88%

No 20 12%

Total 170 100%

The maturity of the sample size say that Public Sector Banks personal attention to their

customer because there is tough competition between The Public Sector Banks & The

Private Sector Banks.

Yes

88%

No

12%





Yes 125 96%

No 5 4%

Total 130 100%

The maturity of the sample size says that Private Sector Banks personal attention to

their customer because there is tough competition between The Public Sector Banks

& The Private Sector Banks.

Yes

96%

No©

%



Compar ison of ser vices of the Public Sector Bank & Pr ivate

Sector Banks


Public Sector Bank 100 34%

Private Sector Bank 175 58%

Both 25 8%

Total 300 100%

The maturity of sample size say that The Private Sector Banks provide more services as

compare to the Public Sector Banks because Private Sector Banks adopt new technology

to attracts the customers.

34%

58%

8%

0%

10%

20%

30%

40%

50%

60%

Public Sector Banks Private Sector

Banks

Both



FINDINGS

RECOMONODATION

CONCLUSION



FINDING S

y The maturity of the sample size hold the Account in The Public Sector Banks.

y The customers visit The Banks twice in week because now-a-day every

transaction is made through Banks.

y The customers are satisfied with the services provided by the Banks.

y The maturity of the sample size use the service of ATM provided by The

Banks because they can withdraw the money at any time.

y The maturity of sample size agrees that The Private Sector Banks are providing

better services than the Government Banks. Hence we can say that The Private

Sector Banks in India are providing quality services to their customers.



RECOMMENDATIONS

y Because of the stiff competition of various banks in the market, focus of Indian

Bank should be immense on advertisement and promotion.

y ATM facility should be given to the students with "Zero balance of debit" so that

the students can easily get money at any time and at anywhere they want.

y Sunday should be made as a full working day for both the branches so that people

will easily transact at any time.

y News papers mainly, Times of India, Hindustan Times and Economic Times and

different magazines should be kept for the customers by which they feel relaxation

until their transactions are over.

y Proper feedback system should be there and feed back forms should be kept for the

customers. The customers coming into the bank should fill up these forms and it

should be collected on daily basis. By analyzing these bank will easily come

across its feedback and accordingly modify them. So that the customers will feel

proud of themselves as well as their bank.

y The head office should appoint smart and handsome/beautiful employees in the

metro cities so that customer will feel proud over himself or herself.

y One person should be appointed at every branch of Delhi for the collection of

outstanding payments.

y

Interior space should be extended so that people will freely move during business/rush hours.

y One signboard of "Government sector banks" should be placed towards the West

side so that the trespassers will easily come across the bank.



LIMITATIONS OF THE STUDY

However the project will be suffered with following limitations:

y Biased opinion of customers could not be ruled out during the survey.

y Due to shortage of time and resources the sample size of 300 respondents has

been taken for the study, soon the current study may not hold true picture.

y The negative perception of people regarding collection of information.

y Lack of knowledge on the part of respondents may affect the results of the

study.

y The study is limited to Gurdaspur city. So the current study may not hold true

for any other population.



CONCLUSION

From the analysis we can conclude the following:

(i) R espondent who are holding accounts both in the Government Banks as well as

the Private sector banks agree to the fact that they are being offered more variety

of services by the Private sector banks.

(ii) The maturity of sample size of the both Banks ( The Private Sector Banks &

Public Sector Banks) visit the banks because every transaction is made through

banks

(iii) The maturity of the R espondents use the service of ATM provided by Banks

(Public Sector Bank & Private Sector Bank ) because they can withdraw the

money at any time.

The maturity of sample size agrees that The Private Sector Banks are providing better

services than the Government Banks. Hence we can say that The Private Sector Banks in

India are providing quality services to their customers.



BIBLIOGR APHY



BIBLIOGRAPHY

µBanking: The Network is the bank¶, by Yogesh Sharma, Dataquest, January 31,

2003

µRace will end in survival of the fittest¶, The Financial Express, November 29,

2003.

The Times of India, 26 July, 2003.

µThe future is in e-banking¶ by Mr. K.V. Kamath (Managing Director, ICICI), April

14, 2002, Business Line.

µR BI road map for banking¶, The Indian Express, July 21,2003.

Banking in India, by Dr A. K. Mishra (Professor & Chairman of Finance Group at

IIM Lucknow).

Web-sites:

http://www.indiainfoline.com

http://www.icicibank.com

http://www.hdfcbank.com

http://www.citibank .com



6. Are you satisfied with services provided by the Bank?

a) Yes b) No

7. Your view¶s on Bank¶s overall performance

a) Excellent

b) Good

c) Satisfactory

d) Poor

8. How much time taken to remit/withdraw of cash?

a) Very Fast

b) Average

c) Slow

9. Which banking sector gives personal attention?

a) Private Sector Banks

b) Public Sector Banks

c) Both

R ESPONDENTS PR OFILE

Name_________________

Location _______________

Occupation ________________

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