A Project report On IN WHICH AREA MORE FOCUS MARKETING OR OPERATION UNDERTAKEN IN Under the Supervision of: Mr.

Alok Shukla (Assistant Manager) Submitted By: Ankita Singh PGDM 2008-2010

DECLARATION I hereby declare that I have carried out Summer Training Project on the topic en titled IN WHICH AREA MORE FOCUS MARKETING OR OPERATION at SMS, Varanasi. I further declare that this project work is based on my original work and no part of this project has been published or submitted to anybody. Ankita Singh

CONTENTS CHAPTER Chapter 1 1.1 1.2 1.3 1.4 Chapter 2 2.1 2.2 2.3 2.4 2.5 2.6 Chapter 3 3. 1 3.2 3.2.1 3.2.2 3.3 Chapter 4 4.1 4.1.1 4.1.2 4.2 4.2.1 4.2.2 4.3 4.4 4.5 4.6 PARTICULARS Pg .No. Acknowledgement i Introduction 1 The Topic 1 Reason for Sele ction of this Topic 1 Importance to The Company 1 Learning from the Study 1 Orga nization Profile 113 Company History 17 Product Scope 7 Product and Services at a glance 710 Milestones in the history 1012 Merger 1213 Quality Policy 13 Research ob jective and Scope of research 1314 Problem Definition 1314 Objective of research p roject 14 Primary Objective 14 Secondary Objective 14 Product Scope 14 Research Methodology and Limitations 1416 Research Plan 14 Preliminary Investigation 14 Ex ploratory Study 15 Research Design 15 Developing the research plan 15 Collection of data 15 Sampling plan 15 Sample Size 15 Data collection instrument developme nt 16 Research limitations 16 Data analysis, Interpretations and Presentation Co nclusions and Suggestions Conclusions Suggestions Limitations ANNEXURES BIBLIOGR APHY 1619 1920 1920 20 20 2122 23 Chapter 5 Chapter 6 6.1 6.2 Chapter 7

Acknowledgement I, Ankita Singh, PGDM Student in SMS, Varanasi is highly greatful to all those w ho guided me in completing this project. First of all, I would like to pay my he artiest thanks to entire family of HDFC BANK especially Mr. Himanshu Tandon, Bra nch manager, who provided me such a wonderful opportunity to do Summer Training and provided their valuable suggestions in understanding the work of Research Pr oject. Last but not the least, I would like to thanks all faculties of SMS, Vara nasi, who gave me the useful tips and suggestions regarding project. I would lik e to thanks my project manager, Mr. Alok Shukla for imparting his valuable guida nce to me. Words can never express the deep sense of gratitude, I feel for HDFC BANK employees, who has been a constant source of inspiration and encouragement for me. Ankita Singh (PGDM 08-10) i

CHAPTER 1- INTRODUCTION 1.1 THE TOPIC: IN WHICH AREA MORE FOCUS MARKETING OR OPER ATION At HDFC Bank, I was assigned with the topic as In Which Area more focus Mark eting or Operation for my project work. I joined the company as a Personal Banker . The selection of the topic was to know how the company generates business thro ugh them. Personal Banker are those sources of a company who have their own rela tions and personal contacts among common public that they use to generate busine ss through. 1.2 REASON FOR SELECTION OF THIS TOPIC: The financial sector is one of the booming and increasing sectors in India. The Personal Banker are one of t he most powerful, efficient and effective channel through which the company sale s its various types of financial products and company takes operational work als o. It is really difficult to convince customers and sell a single product and ac complish operational work. Whereas in my 1.3 IMPORTANCE TO found my interest in working in a team, dealing with customers and entire project work I THE COMPANY: finally The ultimate purpose of giving me convincing them to buy a product. thi s topic was to know about the customers perceptions about the different products of the bank, and to know about operational process. how these products can attra ct them and how the company can generate maximum profit by convincing them throu gh personal banker and to better understand customer requirement and to understa nd operational methodology. 1.4 LEARNING FROM THE STUDY: The process of bank rel ated transaction, bank related various terms, work environment of HDFC Bank. Dif ferent products and services provided by the bank. Customers perception about the different products. The brand image of the bank. What are the problems faced by customer on daily basis. How to communicate with the customers. Different techn iques of dealing with the CHAPTER 2-ORGANIZATION PROFILE customers. How to convi nce and convert a customer into a real customer. and at the last how to 2.1 COMP ANY HISTORY: The Housing Development Finance Corporation Limited (HDFC) better r esponse to the customer problem. was amongst the first to receive an in princip le approval from the Reserve Bank of India (RBI) to set up a bank in the privat e sector, as part of the 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 a s a Scheduled Commercial Bank in January 1995.

PROMOTER HDFC is India s premier housing finance company and enjoys an impeccabl e 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 portfo lio covers well over a million dwelling units. HDFC has developed significant ex pertise in retail mortgage loans to different market segments and also has a lar ge corporate client base for its housing related credit facilities. With its exp erience in the financial markets, a strong market reputation, large shareholder base and unique consumer franchise, HDFC was ideally positioned to promote a ban k 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 d istinct businesses so as to be the preferred provider of banking services for ta rget retail and wholesale customer segments, and to achieve healthy growth in pr ofitability, consistent with the bank s risk appetite. The bank is committed to maintain the highest level of ethical standards, professional integrity, corpora te governance and regulatory compliance. HDFC Bank s business philosophy is base d on four core values - Operational Excellence, Customer Focus, Product Leadersh ip and People. CAPITAL STRUCTURE The authorized capital of HDFC Bank is Rs550 cr ore (Rs5.5 billion). The paid-up capital is Rs424.6 crore (Rs.4.2 billion). The HDFC Group holds 19.4% of the bank s equity and about 17.6% of the equity is hel d by the ADS Depository (in respect of the bank s American Depository Shares (AD S) Issue). Roughly 28% of the equity is held by Foreign Institutional Investors (FIIs) and the bank has about 570,000 shareholders. The shares are listed on the Stock Exchange, Mumbai and the National Stock Exchange. The bank s American Dep ository Shares are listed on the New York Stock Exchange (NYSE) under the symbol HDB .

DISTRIBUTION NETWORK HDFC Bank headquartered is in Mumbai. The Bank at present h as an enviable network of over 1229 branches spread over 444 cities across India . All branches are linked on an online realtime basis. Customers in over 120 loc ations are also serviced through Telephone Banking. The Bank s expansion plans t ake into account the need to have a presence in all major industrial and commerc ial centers where its corporate customers are located as well as the need to bui ld a strong retail customer base for both deposits and loan products. Being a cl earing/settlement bank to various leading stock exchanges, the Bank has branches in the centers where the NSE/BSE has a strong and active member base. The Bank also has a network of about over 2526 networked ATMs acrossNATIONAL NETWORK HDFC Bank s ATM network can be accessed by all STRONG these cities. Moreover, domest ic and international Visa/MasterCard, Visa Electron/Maestro, Plus/Cirrus and Ame rican Express Credit/Charge cardholders. WORK PLACE TRANSFORMATION

FIVE S PART OF KAIZEN Focus on effective work place organization believe in Small changes lead to large improvement Every successful organization have their own strategy to win the race in the com petitive market. They use some technique and methodology for smooth running of b usiness. HDFC BANK also acquired the Japanese technique for smooth running of wo rk and effective work place organization. Five S Part of Kaizen is the technique w hich is used in the bank for easy and systematic work place and eliminating unne cessary things from the work place. BENEFIT OF FIVE S It can be started immediately. Every one has to participate. Fiv e S is an entirely people driven initiatives. Brings in concept of ownership. All wastage are made visible. FIVE S S-1 S-2 S-3 S-4 S-5 SORT SYSTEMATIZE SPIC-N-SPAN STANDARDIZE SUSTAIN SEIRI SEITON SEIRO SEIKETSU SHITSUKE 1. SORT: It focus on eliminating unnecessary items from the work place. It is ex cellent way to free up valuable floor space. It segregate items as per require an d wanted.

2. SYSTEMATIZE: Systematize is focus on efficient and effective Storage method. That means it identify, organize and arrange retrieval. It largely focus on good labeling and identification practices. Objective: A place for everything and eve rything in its place. 3. SPIC- n - SPAN: Spic-n-Span focuses on regular clearing and self inspection. It brings in the sense of ownership. 4. STANDERDIZE: It foc uses on simplification and standardization. It involves standard rules and polic ies. It establish checklist to facilitate autonomous maintenance of workplace. I t assigns responsibility for doing various jobs and decides on Five S frequency. 5. SUSTAIN: It focuses on defining a new status and standard of organized work place. Sustain means regular training to maintain standards developed under S-4. It brings in self- discipline and commitment towardsCODING COLOR workplace orga nization. In the HDFC BANK each department has their different color coding appl y on the different file. Due to this everyone aware about their particular color file which is coding on it and they save their valuable time. It is a part of K aizen and also included in the system of the Five S. Logic behind it that, the col or coding are always differentiate the things from the similar one. DEPARTMENT Welcome Desk Personal Banker Teller Relationship Manager Branch Manager Demat Others HUMAN RE SOURCES The Banks staffing needs continued to increase duringtheyear

particularly in the retail banking businesses in line with the business growth. Total number of employees increased from 14878 as of March31, 2006 to 21477 as o f March 31, 2008.The Bank continues to focus on training its employees on a cont inuing basis, both on the job and through The Bank has consistently believed tha t broader employee ownership of its shares has a training programs conducted by internal and external faculty. positive impact on its performance and employee m otivation. The Banks employee stock option scheme so far covers around 9000 emplo yees. MANAGEMENT Mr. Jagdish Capoor took over as the bank s Chairman in July 200 1. Prior to this, Mr. Capoor was a Deputy Governor of the Reserve Bank of India. The Managing Director, Mr. Aditya Puri, has been a professional banker for over 25 years and before joining HDFC Bank in 1994 was heading Citibank s operations in Malaysia. The Bank s Board of Directors is composed of eminent individuals w ith a wealth of experience in public policy, administration, industry and commer cial banking. Senior executives representing HDFC are also on the Board. Senior banking professionals with substantial experience in India and abroad head vario us businesses and functions and report to the Managing Director. Given the profe ssional expertise of the management team and the overall focus on recruiting and retaining the best talent in the industry, the bank believes that its people ar e a significant competitive strength. TECHNOLOGY HDFC Bank operates in a highly automated environment in terms of information technology and communication syste ms. 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 Telle r Machines (ATMs). The Bank has made substantial efforts and investments in acqu iring the best technology available internationally, to build the infrastructure for a world class bank. The Bank s business is supported by scalable and robust systems which ensure that our clients always get the finest services we offer. The Bank has prioritized its engagement in technology and the internet as one of its businesses, the Bank has succeeded in leveraging its market position, exper tise each of its key goals and has already made significant progress in and webenabling its corea competitive advantage and build market share. technology to c reate businesses. In HDFC BANK business strategy emphasizes the following: Incre ase market share in Indias expanding banking and financial services industry by f ollowing a disciplined growth strategy focusing on quality and not on quantity a nd delivering high quality customer service. Leverage our technology platform an d open scaleable systems to deliver more products to more customers and to contr ol operating costs. Maintain current high standards for asset quality through di sciplined credit risk management.Develope innovative

products and services that attract the targeted customers and address inefficien cies in the Indian financial sector. Continue to develop products and services t hat reduce banks cost of funds. Focus on high earnings growth with low volatility . 2.2 PRODUCT SCOPE: HDFC Bank offers a bunch of products and services to meet t he every need of the people. The company cares for both, individuals as well as corporate and small and medium enterprises. For individuals, the company has a r ange accounts, investment, and pension scheme, different types of loans and card s that assist the customers. The customers can choose the suitable one from a ra nge of products which will suit their life-stage and needs. For organizations th e company has a host of customized solutions that range from funded services, No n-funded services, Value addition services, Mutual fund etc. These affordable pl ans apart from providing long term Accounts and deposits. value Loans. to the em ployees help in enhancing goodwill of the company. The products of the company I nvestments and Insurance. are Forex and payment services. categorized into vario us sections which are as follows: Cards. Customer center. 2.3 PRODUCTS AND SERVICES AT A GLANCE 1. PERSONAL BANKING SERVICES A. Accounts & Deposits Savings Account Regular Savings Account Savings Plus Account Savings M ax Account Senior Citizens Account No Frills Account Institutional Savings Accou nt Payroll Salary Account Classic Salary Account Regular Salary Account Premium Salary Account Defence Salary Account Kid s Advantage Account Pension Saving Ban k Account

Family Savings Account Kisan No Frills Savings Account Kisan Club Savings Accoun t Current Account Plus Current Account Trade Current Account Premium Current Acc ount Regular Current Account Apex Current Account Max Current Account Reimbursem ent Current Account Fixed Deposit Regular Fixed Deposit Super Saver Account Swee p-in Account Recurring Deposit Demat Account Safe Deposit Locker B. Loans Personal Loans Home Loans Two Wheeler Loans New Car Loans Used Car Loan s Overdraft against Car Express Loans Loan against Securities Loan against Prope rty Commercial Vehicle Finance Working Capital Finance Construction Equipment Fi nance C. Investments & Insurance Mutual Funds Insurance Bonds Financial Planning Knowl edge Centre Equities & Derivatives Mudra Gold Bar

D. Forex Services Trade Finance Travelers Cheques Foreign Currency Cash Foreign C urrency Drafts Foreign Currency Cheque Deposits Foreign Currency Remittances For ex Plus Card E. Payment Services Net Safe Prepaid Refill Bill Pay Direct Pay Vis a Money Transfer E-Monies Electronic Funds Transfer Excise & Service Tax Payment F. Access Your Bank - One View Insta Alerts Mobile Banking ATM Phone Banking Br anch Network G. Cards Silver Credit Card Gold Credit Card Woman s Gold Credit Ca rd Platinum plus Credit Card Titanium Credit Card Value plus Credit Card Health plus Credit Card HDFC Bank Idea Silver Card HDFC Bank Idea Gold Card 2. WHOLESALE BANKING SERVICES Funded Services Non Funded Services Value Added Se rvices Internet Banking Clearing Sub-Membership

RTGS sub membership Fund Transfer ATM Tie-ups Corporate Salary a/c Tax Collectio n Financial Institutions Mutual Funds Stock Brokers Insurance Companies Commodit ies Business Trusts 3. NRI BANKING SERVICES Rupee Saving a/c Rupee Current a/c Rupee Fixed Deposits Foreign Currency Deposits Accounts for Returning Indians Payment Services Net Sa fe Bill Pay Insta Pay Direct Pay Visa Money Online Donation Remittances 2.4 MILESTONES IN THE HISTORY HDFC Bank began its operations in 1995 with a simp le mission to be a "World-class Indian Bank". They realized that only a single-m inded focus on product quality and service excellence would help us get there. T oday, they are proud to say that they are well on our way towards that goal. It is extremely gratifying that their efforts towards providing customer convenienc e have been appreciated both nationally and internationally. 2009

Asia Money 2009 Awards

Best Domestic Bank in India

IBA Banking Technology Awards 2009 Global Finance Award

Best IT Governance Award Runner up

Best Trade Finance Bank in India for 2009

IDRBT Banking Technology Excellence Award 2008 ivery

Best IT Governance and Value Del

Asian Banker Excellence in Retail Financial Services ank in India Award 2009 2008

Asian Banker Best Retail B

Finance Asia Country Awards for Achievement 2008 ment Bank CNN-IBN Indian of the Year (Business) Nasscom IT User Award 2008 Business India

Best IT Adoption in the Banking Sector

Best Bank 2008

Forbes Asia Fab 50 companies in Asia Pacific Asian Banker Excellence in Retail Financial Services Best Retail Bank 2008 Asiamoney Best local Cash Management Bank Award voted by Corporates Microsoft & Indian Express Group Security Strategist Award 2008 World Trade Center Award of honour For outstanding contribution to international trade services. Business Today-Monitor Group survey One of India s "Most Innovative Companies" Financial Express-Ernst & Young Award Best Bank Award in the Private Sector cate gory

Best Bank and Best Cash Manage

2007 Dun & Bradstreet American Express Corporate Best Bank Award 2007 Corporate Best Bank Award The Bombay Stock Exchange and Nasscom Foundation s Business for Social Responsib ility Awards 2007 Best Corporate Social Responsibility Practice Award Outlook Money & NDTV Profit Best Bank Award in the Private sector category. The Asian Banker Excellence in Retail Financial Services Awards Best Retail Bank in India Asian Banker Our Managing Director Aditya Puri wins the Leadership Achievement A ward for India 2.5 MERGER

HDFC Bank and Centurion Bank of Punjab merger at share swap ratio of 1:29 The Bo ards of HDFC Bank and Centurion Bank of Punjab met on 25 February, 2008 and appr oved, subject to due diligence, the share swap ratio for the proposed merger of Centurion Bank of Punjab with HDFC Bank. The Scheme of Amalgamation envisages a share exchange ratio of one share of HDFC Bank for twenty nine shares of Centuri on Bank of Punjab. The combined entity would have a nationwide network of 1,148 branches (the largest amongst private sector Banks) a strong deposit base of aro und Rs. 1,200 billion and net advances of around Rs. 850billion. The balance she et size of the combined entity would be over Rs. 1,500 billion. Commenting on th e proposed merger, Mr. Deepak Parekh, Chairman, HDFC said, We were amongst the fi rst to get a banking license, the first to do a merger in the private sector wit h Times Bank in 1999, and now if this deal happens, it would be the largest merg er in the private sector banking space in India. HDFC Bank was looking for an ap propriate merger opportunity that would add scale, geography and experienced sta ff to its franchise. This opportunity arose and we thought it is an attractive r oute to supplement HDFC Banks organic growth. We believe that Centurion Bank of P unjab would be the right fit in terms of culture, strategic intent and approach to business. Mr. Aditya Puri, Managing Director, HDFC strongsaid, Thesepositions i n the marketthe Indian banking the talented employees, and Bank leadership are e xciting times for place. I believe that industry. merger The proposed merger wil l position the combined entity to significantly exploit opportunities with HDFC Bank will create a world class bank in quality and scale and will set the stage to in a compete with banks both locally as well on a global level. market globall y recognized as one of the fastest growing. Im particularly bullish about the Mr. Shailendra Bhandari, Managing Director fit between the two organizations. The We potential of business synergies and cultural and CEO, Centurion Bank of Punjab said, are combined extremely be an even receive the goin the market. Mr. Rana Tal war, Chairman, Centurion entity will pleased to greater force ahead from our boa rd to pursue this opportunity. A merger Bank between stated, Over the significant synergies to Bank of of Punjabthe banks provideslast few years, Centurionthe co mbined entity. The proposed merger Punjab has set benchmarks for growth. The ban k today has a would further improve the franchise and customer proposition offer ed by the individual large nationwide network, an extremely valuable franchise, 2.6 QUALITY POLICY banks. 7,500 SECURITY: The bank provides long term financial s ecurity to their policy. The bank does this by offering life insurance and pensi on products. TRUST: The bank appreciates the trust placed by their policy holder s in the bank. Hence, it will aim to manage their investments very carefully and live up to this trust. INNOVATION: Recognizing the different needs of our custo mers, the bank offers a range of innovative products to meet these needs.

INTEGRITY CUSTOMER CENTRIC PEOPLE CARE ONE FOR ALL AND ALL FOR ONE TEAM WORK JOY A ND SIMPLICITY CHAPTER 3- RESEARCH OBJECTIVES AND SCOPE OF RESEARCH PROJECT 3.1 P ROBLEM DEFINATION: Personal Banker were with good background human being and thr ough rigorous process of recruitment but still not able to perform up to the exp ectation level of company, HR is not able to sort out the problem why the perfor mance is not coming even after giving the full marketing and operational support . The communication technique and dealing with the customers is also a problem t o the personal banker. 3.2 OBJECTIVES OF RESEARCH PROJECT: 3.2.1 PRIMARY OBJECTI VES: To acquire new customer by convincing them and to promote the benefits of t hose which are provided by the bank. To find the different way of convincing cus tomers. To study brand image of the bank. To increase the business of the bank. 3.2.2 SECONDARY OBJECTIVES: To determine the need and purpose of a personal bank er. To understand the deciding criteria for people to become a personal banker. To offer suggestions based upon the findings. 3.3 PRODUCT SCOPE: Studying the in creasing business scope of the bank. Market segmentation to find the potential c ustomers for the bank. To study how the various products are positioned in the m arket. Corporate marketing of products. Customers perception on the various produ cts of the bank. CHAPTER 4- RESEARCH METHODOLOGY AND LIMITATIONS All the finding s and conclusions obtained are based on the survey done in the working area with in the time limit. I tried to select the sample representative of the whole grou p during my summer training. I have collected data from people linked with diffe rent professional at Gorakhpur. 4.1 RESEARCH PLAN:

4.1.1. PRELIMINARY INVESTIGATION: In which data on the situation surrounding the problems shall be gathered to arrive at. The correct definition of the problem. An understanding of its environment. 4.1.2. EXPLORATORY STUDY: To determine the approximate area where the problem li es. 4.2 RESEARCH DESIGN: Research was initiated by examining the secondary data to gain insight into the problem. By analyzing the secondary data, the study aim is to explore the short comings of the present system and primary data will hel p to validate the analysis of secondary data besides on unrevealing the areas wh ich calls for improvement. 4.2.1 DEVELOPING THE RESEARCH PLAN: The data for this research project has been collected through self Administration. Due to time li mitation and other constraints direct personal interview method is used. A struc tured questionnaire was framed as it is less time consuming, generates specific and to the point information, easier to tabulate and interpret. Moreover respond ents prefer to give direct answers. In questionnaires open ended and closed ende d, both the types of questions has been used. 4.2.2 COLLECTION OF DATA: 1: SECON DARY DATA: It was collected from internal sources. The secondary data was collec ted on the basis of organizational file, official records, news papers, magazine s, management books, preserved information in the companys database and website o f the company. 2: PRIMARY DATA: All the people from different profession were pe rsonally visited and interviewed. They were the main source of Primary data. The method of collection of primary data was direct personal interview through a st ructured questionnaire. 4.3 SAMPLING PLAN: Since it is not possible to study who le universe, it becomes necessary to take sample from the universe to know about its characteristics. Sampling Units: Different professionals. Chartered Account ants, Tax Consultants, Lawyers, Business Man, Professionals and House Wives of G orakhpur. Sample Technique: Random Sampling.

Research Instrument: Structured Questionnaire. Contact Method: Personal Intervie w. 4.4 SAMPLE SIZE: My sample size for this project was 50 respondents. Since it wa s not possible to cover the whole universe in the available time period, it was necessary for me to take a sample size of 50 respondents. 4.5 DATA COLLECTION INSTRUMENT DEVELOPMENT: The mode of collection of data will be based on Survey Method and Field Activity. Primary data collection will base on personal interview. I have prepared the questionnaire according to the necess ity of the data to be collected. 4.6 RESEARCH LIMITATIONS: It was not possible t o understand thoroughly about the different marketing aspects of the Financial C onsultant within 60 days. As stipend, money was not given it was difficult to co ntinue the project work. All the work was limited in some limited areas of Gorak hpur so the findings should not be generalized. The area of research was Gorakhp ur and it was too vast an area to cover within 60 days. CHAPTER 5-DATA ANALYSIS, INTERPRETATION AND PRESENTATION Q1.Your Age? Ans. 1. 18-23 Years 2. 24-29 Years 3. 30-35 Years 4. 35 Years and above 10 20 10 10 Person Person Person Person Base 50 respondents : Interpretation From above response it can be seen that 20% respondents age are 18 to 23 years. 35% respondents age are 24 to 29 years. 30% r espondents age are 30 to 35 years. 15% respondents age are 35 to above years. Q2. Marital Status? . Married Single No. of Children: __________ Ans.

Married32 Person Single18 Person No. of ChildrenNil Interpretation From above re sponse it can be seen that 70% respondents are married. 30% respondents are unma rried. Q3. Educational Qualification? Undergraduate Graduate Postgraduate 9Ans. Und ergraduate10 Person Graduate22 Person Postgraduate18 Person Interpretation From above response it can be seen that. 25% respondents are Under graduate. 40% resp ondents are Graduate. 35% respondents are Post graduate. Q4. Number Of years Are You in Gorakhpur? Less than five years More than five years Ans. Less than five years17 Person More than five years33 Person Interpretation F rom above response it can be seen that. 39% respondents are in Gorakhpur for les s than five years. 61% respondents are in Gorakhpur for more than five years. Q5. Your Occupation? Business Profession Service Ans. Business13 Person Professi on17 Person Service20 Person Interpretation From above response it can be seen t hat. 20% respondents Occupation is Business. 26% respondents Occupation is Profe ssion. 54% respondents Occupation is Service.

Q6. Your annual household income? Less than 2 lacs Between 2 to 5 lacs Between 5 to 8 lacs More than 8 lacs Ans. Less than 2 lacs32 Person Between 2 to 5 lacs13 Person Between 5to 8 lacs3 Person More than 8 lacs2 Person Interpretation From a bove response it can be seen that. 49% respondents annual household income is les s than 2 lacs. 31% respondents annual household income is between 2 to 5 lacs. 15 % respondents annual household income is between 5 to 8 lacs. 5% respondents annua l household income is more than 8 lacs. Q7. What is your perception about different products/services provided by HDFC b ank? Lucrative Not lucrative No idea Ans. Lucrative12 Person Not lucrative 33 Pers on No idea5 Person Interpretation From above response it can be seen that. 25% r espondents perception about different products is lucrative. 60% respondents perce ption about different products is not lucrative. 15% respondents have no idea. Q8 . Do you want to open an account with HDFC bank? Yes No Will tell later Ans. Yes 8 Person No5 Person Will tell later37 Person Interpretation From above response it can be seen that. 80% respondents are not interested to open an account with the bank. 5% respondents are interested to open an account with the bank. 15% of the respondents say that they will tell later.

Q9. Do you have all the documents which are required to open an account? Yes No Ans. Yes15 Person No35 Person Interpretation From above response it can be seen that. 60% respondents have all the documents which are required to open an accou nt with the bank. 25% respondents do not have all the documents which are requir ed to open an account with the bank Q10. Are you aware that the bank provides yo u free phone banking & net banking services. If you open a new savings account w ith HDFC bank? Yes No Ans. Yes32 Person No18 Person Interpretation From above resp onse it can be seen that 20% respondents are aware of it. 40% respondents are no t aware of it. Q11.Are you aware of different terms and conditions which are ver y much essential to maintain an account at HDFC Bank? Yes No Ans. Yes15 Person No3 5 Person Interpretation From above response it can be seen that. 12% respondents are familiar with different terms and conditions which are very much essential to maintain account with the bank. 88% respondents have no idea about it. Q13. D o you know about HDFC Banks recruitment policies related to personal banker? Yes N o Ans. Yes38 Person No12 Person Interpretation From above response it can be seen that.

41% respondents are known about HDFC Banks recruitment policies related to person al banker. 59% respondents are not known about HDFC Banks recruitment policies re lated to personal banker. CHAPTER 6- CONCLUSIONS AND SUGGESTIONS 6.1 CONCLUSIONS : HDFC Bank, the banking arm of HDFC is expected to go on stream. The bank alrea dy has good number of employees on board and is recruiting personal banker heavi ly to take the headcount to many more.opportunities provided was market segmenta tion and identifying prospective The project It is on the brim of increasing its customers through its attractive schemes and offer. customers in potential geog raphical location and convincing them to attract more customers so that new busi ness opportunities of the bank can be explored. Through this project, it could b e concluded that people are not much aware about the various products of the ban k and many of them not interested to open an account, to invest money at all. se rvices was considered as unsought good which require hard core selling, but in c hanging trend in income and people So, at last financially literate, thethere is tough competition ahead for the company from its becoming the conclusion is tha t demand for banking sector is increasing day by day. major competitors in the b anking 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 and Operation. I hope the c ompany finds my analysis relevant. 6.2 SUGGESTIONS: Finally some recommendations for the company are as fallows:To make people aware about the benefit of becoming a customer of HDFC Bank, followi ng activities of advertisement should be done through 1. Print Media. 3. Stalls in Trade Fares 2. Hoarding & Banners. 4. Distribution of leaflets containing det ails information. Other facilities must be provide to the customer: The bank should provide life t ime valid ATM card to all its customers.

Minimum balance for savings account should be reduced from Rs 10000 to Rs 1000, so that people who are not financially strong enough can maintain their account properly. The company should provide a pass book to all its customers. Make peop le understand about the various benefits of its products. Company should organiz e the program in the society, so that people will be aware about the company and different products of the bank. Company should open more branches in different cities. CHAPTER 7- LIMITATIONS Every work has its own limitation. Limitations ar e extent to which the process should not exceed. Limitations of this project are : The project was constrained by time limit of two months. Mindset of people may very depending upon their age, gender, income etc. Getting appointment from the concern person was very difficult. People mind set about the survey was obstacl es in acquiring complete Respondents were very busy in their schedule. So it was very time consuming for information & positive interaction, them to answer all the questions properly.

ANNEXURES 1. QUESTIONNAIRE

DearSir/Madam, Name: .. Address: .. Co ect onIN WHICH AREA MORE FOCUS MARKETING OR OPERATION.I request you to kindly fill the questionnaire below and I assure you that the data generated shall be kept confidential. 1. Your Age: ____________________ 2. Education Qualification. 1. U ndergraduate 2. Graduate 3. Postgraduate 3. Marital Status. Married Single No. of Ch ildren: __________ 4. Number Of years Are You in Gorakhpur. Less than five years M ore than five years 5. Occupation. Business Profession Service (Please mention be low the type of business/profession you are in incase of service please mention your organization name and designation) 6.Your annual household income. <than 2 lack Between 2 to 5 lack Between 5 to 8 lack >than 8 lack 7. What is your perception about different products and services offered by HDFC Bank?

Lucrative Not lucrative No idea 9. Do you want to open an savings account with HDF C Bank? Lucrative Not lucrative No idea 10. Do you have all the documents which ar e required to open an account? Yes No 11. Are you aware of that HDFC Bank provide you free phone banking & net banking services. If you open a new savings account with HDFC bank? yes No 12. Are you aware of different terms and conditions which are very much essential to maintain an account at HDFC Bank? Yes No 13. Do you kno w about HDFC Banks recruitment policies related to personal banker? Yes No Date: Pl ace: Signature Thank You

BIBLIOGRAPHY 1. BOOKS Marketing Management (10th Edition), Marketing Management (3rd Edition), Research Methodology (2nd Edition), Research Methodology(3rd Edit ion). AUTHORS: Philip Kotler ,V.S. Ramaswamy, C.R.Kothary, S.P. Kasande 2. NEWS PAPERS Times of India Financial Express 3. WEBSITES www.hdfcbank.com, www.google.com