Summer Training Project Report On: "Banking at HDFC Bank LTD."

A Synopsis of
Summer Training Project Report

on
“BANKING AT HDFC BANK LTD.”
Submitted in Partial fulfillment of requirement of award of MBA

degree of
GGSIPU, New Delhi
Submitted By: NIKHIL KAPOOR

Enrollment No.
Semester: MBA III Semester
Batch: 2018-20
Dr. Akhilesh Das Gupta Institute of Technology &

Management
(Affiliated to GGSIPU)
FC-26, Shastri Park, Delhi-110053

INDUSTRY PROFILE
“BANKS”
A bank is a commercial or state institution that provides financial services, including issuing
money in form of coins, banknotes or debit cards, receiving deposits of money, lending
money and processing transactions.
A commercial bank accepts deposits from customers and in turn makes loans based on those
deposits.
Some banks (called Banks of issue) issue banknotes as legal tender. Many banks offer
ancillary financial services to make additional profit.
For example: selling insurance products, investment products or stock broking.
Most banks also rent safe deposit boxes in their vault.
Currently in most jurisdictions, commercial banks are regulated and require permission to
operate.
Operational authority is granted by bank regulatory authorities and provide rights to conduct
the most fundamental banking services such as accepting deposits and making loans.
A commercial bank is usually defined as an institution that both accepts deposits and makes
loans; there are also financial institutions that provide selected banking services without
meeting the legal definition of a bank (see banking institutions).
Banks have a long history, and have influenced economies and politics for centuries.
In history, the primary purpose of a bank was to provide liquidity to trading companies.
Banks advanced funds to allow businesses to purchase inventory, and collected those funds
back with interest when the goods were sold.
For centuries, the banking industry only dealt with businesses, not consumers.
Commercial lending today is a very intense activity, with banks carefully analysing the
financial condition of its business clients to determine the level of risk in each loan
transaction.
Banking services have expanded to include services directed at individuals and risks in these
much smaller transactions are pooled.
A bank generates a profit from the differential between what level of interest it pays for
deposits and other sources of funds, and what level of interest it charges in its lending activity
However, lending activities still provide the bulk of a commercial bank's income. The name
bank derives from the Italian word banco.
COMPANY PROFILE
“HDFC BANK LTD”
The Housing Development Finance Corporation Limited (HDFC) was

amongst the first to receive an 'in principle' approval from the
Reserve Bank of India (RBI) to set up a bank in the private sector,
as part of 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 as a Scheduled Commercial
Bank in January 1995. HDFC is India's premier housing finance
company and enjoys an impeccable track record in India as well
as in international markets.
HDFC Bank Limited (the Bank) is a holding company. The Bank

offers a range of banking services covering commercial and
investment banking on the wholesale side and transactional/branch
banking on the retail side.
It also offers financial services. The Bank's segments include

Treasury, Retail banking, Wholesale banking and Other banking
business. The Treasury segment primarily consists of net interest
earnings from the Bank's investment portfolio, money market
borrowing and lending, gains or losses on investment operations
and on account of trading in foreign exchange and derivative
contracts.
The Retail Banking segment serves retail customers through a

branch network and other delivery channels, as well as through
alternative delivery channels. The Bank provides its corporate and
institutional clients a range of commercial and transactional
banking products.
The Other banking business segment includes income from para

banking activities.
RESEARCH METHODOLGY
“OBJECTIVE OF THE STUDY”
 THE OBJECTIVE OF THE STUDY AS FOLLOW :-
1. TO EXAMINE THE WORKING OF THE “HDFC

BANK LTD”.
2. TO KNOW THE BUSINESS STRATEGY OF HDFC
BANK LTD.
3. TO IDENTIFY THE PRODUCTS OF HDFC BANK
LTD.
4. TO EXAMINE THE INTEGRATED FINANCIAL
SERVICES OFFERED BY HDFC BANK LTD.
5. TO FIND OUT THE CUSTOMER PERCEPTION ON
SERVICE QUALITY OFFERED BY BANK.
“SOURCES OF DATA COLLECTION”

 PRIMARY DATA
The primary data was collected by means of a survey.
Questionnaires were prepared and customers of the
banks at two branches were approached to fill up the
questionnaires. The questionnaire contains 20
questions which reflect on the type and quality of
services provided by the banks to the customers. The
response of the customer and the is recorded on a
grade scale of strongly disagree, disagree, uncertain,
agree and strongly agree for each question. The filled
up information was later analyzed to obtain the
required interpretation and the findings.
 SECONDARY DATA
In order to have a proper understanding of the service quality
of bank a depth study was done from the various sources such
as books, a lot of data is also collected from the official
websites of the banks and the articles from various search
engines like Google, yahoo search and answers.com.
“RESEARCH DESIGN”
 The research design is exploratory till identification of service
quality parameters. Later it becomes descriptive when it
comes to evaluating customer perception of service quality of
the banks.
 Descriptive research, also known as statistical research,
describes data and characteristics about the population or
phenomenon being studied. Descriptive research answers the
questions who, what, where, when and how.
 Although the data description is factual, accurate and

systematic, the research cannot describe what caused a
situation. Thus, descriptive research cannot be used to create
a causal relationship, where one variable affects another. In
other words, descriptive research can be said to have a low
requirement for internal validity.
 The description is used for frequencies, averages and other

statistical calculations. Often the best approach, prior to
writing descriptive research, is to conduct a survey
investigation. Qualitative research often has the aim of
description and researchers may follow-up with examinations
of why the observations exist and what the implications of the
findings are .
“SCOPE OF THE STUDY”

The scope of this research is to identify the working and
bankingof HDFC bank. This research is based on primary data
and secondary data. This study only focuses on the
dimensions of bankingi.e. RATER. It aims to understand the
skill of the company in the area of banking that are performing
well and shows those areas which require improvement. The
study was done taking two branches of HDFC bank into
consideration. The survey was restricted to the bank
customers in Delhi only.
RESEARCH SAMPLE
 SAMPLING PLAN: Since it is not possible to study whole

universe, it becomes necessary to take sample from the
universe to know about its characteristics.Sampling Units:
Customers of HDFC bank.Sample Technique: Random
Sampling. Research Instrument: Structured Questionnaire.
Contact Method: Personal Interview.
 SAMPLE SIZE: The work is a case of HDFC Bank, one of the
largest bank of Indian banking industry together representing
over 25 per cent of the market share of Indian banking space.
The survey was conducted in the city of Delhi with two
branches of HDFC Bank, with 50 customers as respondent.
DATA COLLECTION TOOLS

1. Strongly disagree
2. Disagree
3. Neither agree nor disagree
4. Agree
5. Strongly agree
 Likert scaling is a bipolar scaling method, measuring

either positive or negative response to a statement.
The questionnaire consists of two parts. The first part
consists of three questions concerning the
demographic information of the respondent such as
the name, age, educational qualifications and
income. The second part consisting of 18 questions
exploring the respondent‟ s perception about the
service quality of HDFC. For evaluation of service
quality of HDFC bank service quality dimension of
reliability, assurance, tangibility, empathy and
responsiveness is used in order to evaluate the
actual service quality of HDFC bank.
“LIMITATIONS OF THE STUDY”
 The study is only for the HDFC Bank confined to a particular

location and a very small sample of respondents. Hence the
findings cannot be treated as representative of the entire
banking industry.
 The study can also not be generalized for public and private
sector banks of the country.
 Respondents may give biased answers for the required data.
Some of the respondents did not like to respond.
 Respondents tried to escape some statements by simply
answering “neither agree nor disagree” to most of the
statements. This was one of the most important limitation
faced, as it was difficult to analyse and come at a right
conclusion.
 In our study we have included 50 customers of bank because
of time limit.
“References”
 Kotler Philip, marketing management, (Pearson education,
12th edition) Malhotra K. Naresh, marketing research (An
applied orientation), Research design, (Prentice hall of India
pvt. 5th edition)
 T.N Chhabra , Human Resource Management
 Websites
www.hdfcbank.com
www.hdfcindia.com
www.wikipedia.org
www.marketresearch.com
 REPORTS/ARTICLES REFFERED:
Annual report of HDFC BANK 2018

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A Synopsis of

Summer Training Project Report

Submitted in Partial fulfillment of requirement of award of MBA

GGSIPU, New Delhi

Submitted By: NIKHIL KAPOOR

Dr. Akhilesh Das Gupta Institute of Technology &

FC-26, Shastri Park, Delhi-110053

For example: selling insurance products, investment products or stock broking.

Most banks also rent safe deposit boxes in their vault.

“HDFC BANK LTD”

The Housing Development Finance Corporation Limited (HDFC) was

The bank was incorporated in August 1994 in the name of

HDFC Bank Limited (the Bank) is a holding company. The Bank

It also offers financial services. The Bank's segments include

The Retail Banking segment serves retail customers through a

The Other banking business segment includes income from para

 THE OBJECTIVE OF THE STUDY AS FOLLOW :-

1. TO EXAMINE THE WORKING OF THE “HDFC

“SOURCES OF DATA COLLECTION”

 Although the data description is factual, accurate and

 The description is used for frequencies, averages and other

“SCOPE OF THE STUDY”

 SAMPLING PLAN: Since it is not possible to study whole

DATA COLLECTION TOOLS

 Likert scaling is a bipolar scaling method, measuring

 The study is only for the HDFC Bank confined to a particular

 T.N Chhabra , Human Resource Management

Annual report of HDFC BANK 2018

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