MINI PROJECT ON

(CHALLENGES FACED BY FINANCIAL INSTITUTIONS &

USE OF BLOCKCHAIN OVER TRADITIONAL
BANKING SYSTEM)

in partial fulfillment of the requirement

for award of Degree of

MASTER OF BUSINESS ADMINISTRATION

DEPARTMENT OF BUSINESS ADMINISTRATION
SESSION (2020-2022)

Submitted by,
JASBINDER SINGH
Roll:no:40
Batch : 2020-2022

Under Guidance Of
DR.SADHVI MEHROTRA
Head Of Department

DAYANAND ACADEMY OF MANAGEMENT STUDIES

KANPUR
Affiliated to
A P J ABDUL KALAM TECHNICAL UNIVERSITY,LUCKNOW
 COLLEGE CERTIFICATE

This is to certify that Mr. JASBINDER SINGH student of MBA II Semester has successfully completed
his Mini Project entitled CHALLENGES FACED BY FINANCIAL INSTITUTIONS & USE OF

BLOCKCHAIN OVER TRADITIONAL BANKING SYSTEM.

The work is original and carried out under the guidance & supervision of able faculty member of
department.
We wish him all the best and a successful and bright future.

Signature

DR. SADVI MEHROTRA

HOD – MBA
 PREFACE

A professional course in (Master Of Business Administration) is incomplete unless the theoretical

knowledge acquired in the classroom is backed up by practical Exposure, as theories alone do not give
perfection to any discipline. The gap between Theory and practice is bridged by gaining knowledge of the
issues & challenges of the industry, Which has been an integral part of the syllabus.

This present Project report is an image of what I have done and observed during my research in
“CHALLENGES FACED BY FINANCIAL INSTITUTIONS & USE OF BLOCKCHAIN OVER
TRADITIONAL BANKING SYSTEM”
This report is the result of the work done during the research period. I have tried my level best to be as
systematic as possible and to avoid any sort of biases.

ACKNOWLEDGEMENT

It is my pleasure to be indebted to various people, who directly or indirectly contributed in the

development of this work and who influenced my thinking, behaviour and acts during the course of study.
I also extend my sincere indebtedness to Dr. Sadhvi Mehrotra (Head of department) who provided his
valuable suggestion and precious time in accomplishing my project.
I also take this opportunity to express my sincere gratitude to each and every person, who directly or
indirectly helped me throughout the project and without them this project would not have been possible.
The immense learning from this project would be indelible forever.

(JASBINDER SINGH)
 DECLARATION

I undersigned, hereby declare that the project titled “CHALLENGES FACED BY FINANCIAL
INSTITUTIONS & USE OF BLOCKCHAIN OVER TRADITIONAL BANKING SYSTEM”
submitted in partial fulfillment for the award of Degree of Master of Business Administration at Dayanand
Academy of Management Studies, Kanpur is a bona-fide record of work done by me under the guidance of
Dr. Sadhvi Mehrotra (Head Academic). This report has not previously formed the basis for the award of
any degree, diploma, or similar title of any University. Whatever information is furnished
in this project report is true to the best of my knowledge.
Jasbinder Singh

MBA Second semester

30-06-21 (Roll No: 40)

COLLEGE CERTIFICATE

This is to certify that the report titled “CHALLENGES FACED BY FINANCIAL INSTITUTIONS &
USE OF BLOCKCHAIN OVER TRADITIONAL BANKING SYSTEM” being submitted by
Mr.Jasbinder Singh (40) , in partial fulfilment of the requirements for the award of the Degree of Master
of Business Administration, is a bonafide record of the project work done by him/her, under the guidance
& supervision of able faculty members of the department.
We wish him/her all the best and a successful and bright future.

Dr. Sadvi Mehrotra

Head Of Department
EXECUTIVE SUMMARY
This summary should cover everything of the project, all points of the project
report shall be covered in this section, such as significance of the study, objectives, research
methodology, data collection analysis, findings and recommendations. In nut shell, executive
summary should be a snap shot of the entire project
work. This summary should not exceed 1-2 pages.
 TABLE OF CONTENTS

Contents Page No:

I. INTRODUCTION 1-3

1.1 Research Problem 1

1.2 Significance of the Project 1

1.3 Objectives of the study 2

1.4 Methodology

1.4.1 Sources of information 2-3

1.4.2 Sample Design

1.4.3 Tools and Techniques of Analysis

1.5 Scope of the study 3-11

II. REVIEW OF LITERATURE 4

2.1 Theoretical back ground 4-9

2.2 Citing of past works 10-11

III. COMPANY PROFILE 12-14

IV. DATA ANALYSIS AND INFERENCES 15-28

V. SUMMARY AND CONCLUSION 29-30

ANNEXURES i-iv

WEBLIOGRAPHY AND v

BIBILOGRAPHY
 Chapter 1

INTRODUCTION

Bankers play very important role in the economic life of the nation. The health of the economy is closely

related to the soundness of its banking system. Although banks create no new wealth but their borrowing,

lending and related activities facilitate the process of production, distribution, exchange and consumption

of wealth. In this way they become very effective partners in the process of economic development. Today

modern banks are very useful for the utilization of the resources of the country. The banks are mobilizing

the savings of the people for the investment purposes. If there would be no banks then a great portion of a

capital of the country would remain idle A bank as a matter of fact is just like a heart in the economic

structure and the Capital provided by it is like blood in it. As long as blood is in circulation the organs will

remain sound and healthy. If the blood is not supplied to any organ then that part would become useless, so

if the finance is not provided to Agricultural sector or industrial sector, it will be destroyed. Loan facility

provided by banks works as an incentive to the producer to increase the production. Many difficulties in

the international payments have been overcome and volume of transactions has been increased. Cheque,

drafts bills of exchange and letters of credit are very important instruments of the banks. The banks collect

these instruments drawn on banks in other cities or countries and proceeds according to the accounts of the

customer's concerns

1.1 Research problem:

Through this research i have identified and investigated the variables that affect consumer behavior

regarding the services provided by HDFC bank and SBI bank. This will allow banking sector

organizations to build an effective marketing strategy whereas awareness of the market will help to

improve and adjust their customer concentric approach. Why different people choose different bank and

what are the features they look for while utilizing its services?
1.2 Significance of the Study:

Consumer behavior is the study of when, why, how, and where people do or do not buy a service. It studies

characteristics of individual consumers such as behavioral variables in an attempt to understand people's

wants. It also tries to assess influences on the consumer from several factors like Advertisement, Wide

variety of Usage, low interest, ATM facilities, mobile banking, internet banking, sms services etc.

Customer behavior study is based on consumer buying behavior, with the customer playing the three

distinct roles of user, payer and buyer. This study need to understand the behavior and preferences of

banking services of customers in the study area. The purpose of this study is to investigate the factors

affecting the customers’ decision made before purchase of a banking service. My findings will help us give

suggestions on what actions bankers might take in order to fill the gap between consumer expectations and

the company efforts.

1.3 OBJECTIVES OF THE STUDY:

1. To know preference of customers regarding public sector banks and private sector banks.

2. To analyze which facility influences the customer most while selecting Bank.

3. To compare the various services provided by these banks.

4. To give suggestions and conclusions about the study.

1.4 Methodology:

Both Primary and Secondary research has been carried out for this study

 Sample design

A random sample of 70 respondents was chosen for the research through the questionnaires developed to

find out the preferred brand of handset by the mobile phone users.
 Sources of Data

o Primary Data

The data, which has been collected for the first time and is original.

In this study the primary data is in the form of a structured questionnaire.

o Secondary Data

The secondary information is mostly taken from websites, books, journals and magazine

 Tools and Techniques of Analysis:

The analysis done for the data obtained by the technique of random sampling is primarily

descriptive in nature.

1.5 Scope of the study

Personal visit to the branches of SBI and HDFC banks was done to collect the first hand information.

Study is done with the special reference to the area, Kanpur city.
 Chapter II

Review of Literature:

This chapter talks about evolution and history of banking, statistical data, awards, current services

provided by HDFC bank and SBI bank, major competitors in private sector and public sector. This chapter

is the base on which the objectives can be studied.

Theoretical Background:

The Indian banking can be broadly categorized into nationalized (government owned), private banks and

specialized banking institutions. The Reserve Bank of India acts a centralized body monitoring any

discrepancies and shortcoming in the system. Since the nationalization of banks in 1969, the public sector

banks or the nationalized banks have acquired a place of prominence and has since then seen tremendous

progress. The need to become highly customer focused has forced the slow-moving public sector banks to

adopt a fast track approach. The unleashing of products and services through the net has galvanized players

at all levels of the banking and financial institutions market grid to look anew at their existing portfolio

offering. Conservative banking practices allowed Indian banks to be insulated partially from the Asian

currency crisis.Indian banks are now quoting al higher valuation when compared to banks in other Asian

countries (viz. Hong Kong, Singapore, Philippines etc.) that have major problems linked to huge Non

Performing Assets (NPAs) and payment defaults. Co-operative banks are nimble footed in approach and

armed with efficient branch networks focus primarily on the ‘high revenue’ niche retail segments.

The Indian banking has finally worked up to the competitive dynamics of the ‘new’ Indian market and is

addressing the relevant issues to take on the multifarious challenges of globalization. Banks that employ IT

solutions are perceived to be ‘futuristic’ and proactive players capable of meeting the multifarious

requirements of the large customers base. Private banks have been fast on the uptake and are reorienting

their strategies using the internet as a medium The Internet has emerged as the new and challenging

frontier of marketing with the conventional physical world.

The Indian banking has come from a long way from being a sleepy business institution to a highly

proactive and dynamic entity. This transformation has been largely brought about by the large dose of

liberalization and economic reforms that allowed banks to explore new business opportunities rather than

generating revenues from conventional streams (i.e. borrowing and lending). The banking in India is

highly fragmented with 30 banking units contributing to almost 50% of deposits and 60% of advances.

Indian nationalized banks (banks owned by the government) continue to be the major lenders in the

economy due to their sheer size and penetrative networks which assures them high deposit mobilization.

The Indian banking can be broadly categorized into nationalized, private banks and specialized banking

institutions.

The Reserve Bank of India act as a centralized body monitoring any discrepancies and shortcoming in the

system. It is the foremost monitoring body in the Indian financial sector. The nationalized banks (i.e.

government-owned banks) continue to dominate the Indian banking arena. Industry estimates indicate that

out of 274 commercial banks operating in India, 223 banks are in the public sector and 51 are in the private

sector. The private sector bank grid also includes 24 foreign banks that have started their operations here.

Under the ambit of the nationalized banks come the specialized banking institutions. These co-operatives,

rural banks focus on areas of agriculture, rural development etc., unlike commercial banks these co-

operative banks do not lend on the basis of a prime lending rate. They also have various tax sops because

of their holding pattern and lending structure and hence have lower overheads. This enables them to give a

marginally higher percentage on savings deposits. Many of these cooperative banks diversified into

specialized areas (catering to the vast retail audience) like car finance, housing loans, truck finance etc. in

order to keep pace with their public sector and private counterparts, the co-operative banks too have

invested heavily in information technology to offer high-end computerized banking services to its clients.
TYPES OF BANKS

Central Bank

The Reserve Bank of India is the central Bank that is fully owned by the Government. It is governed by a

central board (headed by a Governor) appointed by the Central Government. It issues guidelines for the

functioning of all banks operating within the country.

Co-operative Sector

The co-operative sector is very much useful for rural people. The co-operative banking sector is divided

into the following categories.

a. State co-operative Banks

b. Central co-operative banks

c. Primary Agriculture Credit Societies

Development Banks/Financial Institutions

 IFCI

 IDBI

 ICICI

 IIBI

 SCICI Ltd.

 NABARD

 Export-Import Bank of India

 National Housing Bank

 Small Industries Development Bank of India

 North Eastern Development Finance Corporation

PRIVATE SECTOR BANKS

a. Old generation private banks

b. New generation private banks

c. Foreign banks operating in India

d. Scheduled co-operative banks

e. Non-scheduled banks

PRIVATE SECTOR BANKS

1. HDFC Bank

2. ICICI Bank

3. Federal Bank

4. ING Vysya Bank

5. Axis Bank (formerly UTI Bank)

6. Yes Bank

7. Bank of Rajasthan

8. Bharat Overseas Bank

9. Catholic Syrian Bank

10. Centurion Bank of Punjab

11. City Union Bank

12. Development Credit Bank

13. Dhanalakshmi Bank

14. Ganesh Bank of Kurundwad

15. IndusInd Bank

16. Jammu & Kashmir Bank

17. Karnataka Bank Limited

18. Karur Vysya Bank

19. Kotak Mahindra Bank

20. Lakshmi Vilas Bank

21. Nainital Bank

22. Ratnakar Bank

23. SBI Commercial and International Bank

24. South Indian Bank

25. Amazing Mercantile Bank

26. Punjab National Bank

27. Rupee Bank

28. Saraswat Bank

29. Tamilnad Mercantile Bank

30. Thane Janata Sahakari Bank

31. Bassein Catholic Bank

After nationalization of 14 commercial banks in 1969, no new private banks were licensed by RBI in the

country, though there was no legal bank on entry of private sector banks. The Narsimha committee report

of 1991, has envisaged a larger role for private sector banks. In recognition of need to introduce greater
competition with a view to achieving higher productivity and efficiency of banking system. RBI issued few

guidelines in Jan 1993 for entry of private sector banks. It prescribed of minimum paid up capital of

Rs.100 crores for new bank and shares to be listed at stock exchanges new bank after being granted license

under Banking Regulation Act, shall be registered as Public ltd. Company under companies Act 1956.

Subsequently nine new commercial banks have been granted license to start banking operations. The new

private sector banks have been very aggressive in business expansion and are also reporting higher profit

levels taking advantage of technical and skilled manpower. In certain areas, these banks have been out

crossed the other group of banks including foreign banks.

GUIDELINES FOR PRIVATE SECTOR BANKS

The RBI issued guidelines regarding the formation and functioning of private sector banks in January 1993.

These guidelines are as follows:

 The banks shall be governed by the provisions of The Reserve Bank of India Act, 1934 The Banking

Regulations Act, 1949 other relevant statuaries.

 Private sector banks are required to be registered as public limited companies in India.

 The authority to grant a license lies with the RBI.

 The shares of banks are required to be listed on stock exchanges.

 Preference will be given to those banks whose headquarters are proposed to be located in a center that

does not have headquarters of any other bank.

 Maximum voting rights of an individual shareholder would be limited to 1% of total voting rights.

 The new bank would not be allowed to have as its director any person who is already a director in a

banking company.
 The bank will be subject to prudential norms in respect of banking operations, accounting policies and

other policies, as laid down by RBI. The bank will be required to adhere to the following: Minimum paid

up share capital of Rs. 1 bln. Promoters' contribution as determined by the RBI Capital adequacy of 8% of

the risk weighted assets Single borrower and group borrower exposure limits in force Priority sector

lending Export credit Loan policy within overall policy guidelines laid down by the RBI.

 The banks will be free to open branches anywhere once they satisfy the capital adequacy and prudential

accounting norms.

 The banks would not be allowed to have investments in subsidiaries, mutual funds and portfolio

investments in other companies in excess of 20% of the banks' own paid up capital and reserves.

 The banks would be required to use modern infrastructural facilities in office equipment, computer,

telecommunications etc.

MAJOR PLAYERS IN PRIVATE SECTOR BANKS

ICICI Bank: ICICI Banking is commercial Banking arm of ICICI group. It received its banking license

from RBI on may 17 may 1994 and its branch was started in Madras in June 1994. ICICI Bank has a

network of about 560 branches and extension counters and over 1,900 ATMs. ICICI Bank offers a wide

range of banking products and financial services to corporate and retail customers through wide variety of

delivery channels and through its specialized subsidiaries and affiliates in the areas of investment

banking,life and non-life insurance, venture capital and asset management. ICICI Bank set up its

international banking group in fiscal 2002 to cater to cross border needs of clients and leverage on its

domestic banking strengths to offer product internationally. ICICI Bank’s equity shares are listed in India

on the Stock Exchange, Mumbai and the National Stock Exchange of India Limited and its American

Depositary Receipts are listed on New York Stock Exchange. It is the first bank to start Internet banking

service in India. In 1999, ICICI become the first Indian Company and the first bank or financial institution

from non-Japan Asia to be listed on NYSE.

IDBI Bank: IDBI Ltd., the tenth largest development bank in the world has promoted world class

institutions in India. IDBI promoted IDBI bank to mark the formal foray of the IDBI group into

commercial Banking. IDBI begun with an equity capital base of Rs.1000 million, commenced its first

branch at Indore in November 1995. The birth of IDBI took place after RBI issued guidelines for entry of

new private sector banks in January 93. IDBI bank deployed Finacle, the e-age banking solution from

Infosys tio consolidate its position, meet challenges and quickly seize new business opportunities. IDBI

bank become the first to offer mobile refill/recharge using sms, launch of “ATM next”, which provide

online information about News, cricket scores, emergency numbers, bank’s products on ATMs.

UTI Bank: UTI Bank was the first of the new private banks to have brgun operations in 1994, after the

government of India allowed new private banks to be established. The Bank was promoted jointly by the

Administrator of the specified undertaking of the United Trust of India(UTI-I), Life Insurance Corporation

of India(LIC) and General Insurance Corporation Ltd. and its associates viz.National Insurance Company

Ltd.,The New India Assurance Corporation, The Oriental Insurance Corporation and United Insurance

Company Ltd. The bank today is capitalized to the extent of Rs.278.12 crores with public holding at

56.18 %. The bank’s registered office is at Ahmedabad and its central office is at Mumbai. The bank has

wide network of more than 350 branch offices and Extension Counters.

The Bank has network of over 1657 ATMs providing 24hrs a day banking convenience to its customers.

The bank was setup with capital of Rs.115 crore, with UTI contributing Rs.100 crore, LIC-Rs.7.5 crore and

its four subsidiaries contributing Rs. 1.5 crore each.

HDFC Bank: HDFC Bank is headquartered in Mumbai. The Bank at present has an enviable network of

over 495 branches spread over 218 cities across India. All branches are linked on an online real-time

basis. Customers in over 120 locations are also serviced 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. The authorized capital

of HDFC Bank is Rs.450 crore (Rs.4.5 billion). The paid-up capital is Rs.309.9 crore (Rs.3.09 billion). The

HDFC Group holds 22.2% of the bank’s equity and about 19.5% of the equity is held by the ADS

Depository. The Bank has made substantial efforts and investments in acquiring the best technology

available internationally, to build the infrastructure for a world class bank.

Public Sector Banks

a. State Bank of India and its associate banks called the State Bank Group

b. 20 nationalized banks

c. Regional rural banks mainly sponsored by public sector banks

Public Sector Banks (Nationalized banks):

1. State Bank of India (SBI)

2. State Bank of Bikaner & Jaipur

3. State Bank of Hyderabad

4. State Bank of Indore

5. State Bank of Mysore

6. State Bank of Patiala

7. State Bank of Saurashtra

8. State Bank of Travancore

9. Bank of India
18. Andhra Bank
10. Canara Bank
19. Bank of Baroda

20. Bank of Maharashtra

11. Central Bank of India

12. Corporation bank

13. Indian Bank

14. Indian overseas bank

15. Syndicate Bank

16. UCO Bank

17. Allahabad Bank

USE OF BLOCKCHAIN OVER TRADITIONAL BANKING SYSTEM

What is Blockchain?

Blockchain seems complicated, and it definitely can be, but its core concept is really quite simple. A

blockchain is a type of database. To be able to understand blockchain, it helps to first understand what a

database actually is. A database is a collection of information that is stored electronically on a computer

system. Information, or data, in databases is typically structured in table format to allow for easier

searching and filtering for specific information. What is the difference between someone using a

spreadsheet to store information rather than a database?

Spreadsheets are designed for one person, or a small group of people, to store and access limited amounts

of information. In contrast, a database is designed to house significantly larger amounts of information that

can be accessed, filtered, and manipulated quickly and easily by any number of users at once.Large

databases achieve this by housing data on servers that are made of powerful computers. These servers can

sometimes be built using hundreds or thousands of computers in order to have the computational power

and storage capacity necessary for many users to access the database simultaneously. While a spreadsheet

or database may be accessible to any number of people, it is often owned by a business and managed by an

appointed individual that has complete control over how it works and the data within it.
How does a blockchain differ from a database?

Storage Structure

One key difference between a typical database and a blockchain is the way the data is structured. A

blockchain collects information together in groups, also known as blocks, that hold sets of information.

Blocks have certain storage capacities and, when filled, are chained onto the previously filled block,

forming a chain of data known as the “blockchain.” All new information that follows that freshly added

block is compiled into a newly formed block that will then also be added to the chain once filled.

A database structures its data into tables whereas a blockchain, like its name implies, structures its data

into chunks (blocks) that are chained together. This makes it so that all blockchains are databases but not

all databases are blockchains. This system also inherently makes an irreversible timeline of data when

implemented in a decentralized nature. When a block is filled it is set in stone and becomes a part of this

timeline. Each block in the chain is given an exact timestamp when it is added to the chain.

Decentralization

For the purpose of understanding blockchain, it is instructive to view it in the context of how it has been

implemented by Bitcoin. Like a database, Bitcoin needs a collection of computers to store its blockchain.

For Bitcoin, this blockchain is just a specific type of database that stores every Bitcoin transaction ever

made. In Bitcoin’s case, and unlike most databases, these computers are not all under one roof, and each

computer or group of computers is operated by a unique individual or group of individuals.

Imagine that a company owns a server comprised of 10,000 computers with a database holding all of its

client's account information. This company has a warehouse containing all of these computers under one

roof and has full control of each of these computers and all the information contained within them.

Similarly, Bitcoin consists of thousands of computers, but each computer or group of computers that hold

its blockchain is in a different geographic location and they are all operated by separate individuals or

groups of people. These computers that makeup Bitcoin’s network are called nodes.
In this model, Bitcoin’s blockchain is used in a decentralized way. However, private, centralized

blockchains, where the computers that make up its network are owned and operated by a single entity, do

exist.

In a blockchain, each node has a full record of the data that has been stored on the blockchain since its

inception. For Bitcoin, the data is the entire history of all Bitcoin transactions. If one node has an error in

its data it can use the thousands of other nodes as a reference point to correct itself. This way, no one node

within the network can alter information held within it. Because of this, the history of transactions in each

block that make up Bitcoin’s blockchain is irreversible.

If one user tampers with Bitcoin’s record of transactions, all other nodes would cross-reference each other

and easily pinpoint the node with the incorrect information. This system helps to establish an exact and

transparent order of events. For Bitcoin, this information is a list of transactions, but it also is possible for a

blockchain to hold a variety of information like legal contracts, state identifications, or a company’s

product inventory.

In order to change how that system works, or the information stored within it, a majority of the

decentralized network’s computing power would need to agree on said changes. This ensures that whatever

changes do occur are in the best interests of the majority.

 BLOCKCHAIN TECHNOLOGY TO REVOLUTIONIZE TRADITIONAL

BANKING

One of the biggest threats to the banking sector today is technology. Whether it is coming from large

technology firms such as Google Inc. (GOOG), Apple Inc. (AAPL), eBay Inc. (EBAY) or Amazon.com

Inc. (AMZN), or from new financial technology (FinTech) start-ups, traditional banks are beginning to

taking notice. One potential disrupter for the financial industry today comes from applications involving

blockchain technology — the tamper-proof system of distributed ledgers which underlie cryptocurrencies

such as Bitcoin. Large financial institutions, from investment banks to stock exchanges to central banks,

are all beginning to work on their own blockchain-based solutions in order to stay on top of this innovation.

(For more, see: Technology, The Biggest Threat to Banks.)

Banks are Taking Notice

Before looking at just how blockchain technology can disrupt traditional banking, it is worth taking note of

some the key institutions that have publicly announced interest in it (meanwhile, many other banks are

doing so without informing the public). French investment bank BNP Paribas has announced it will begin

looking at how blockchain technology can be applied to its currency funds and for order processing.

Technology-focused stock exchange NASDAQ OMX Group Inc. (NDAQ) has said it is working with

blockchains to "reduce the time, costs, and points of friction across the capital markets."

Goldman Sachs Group Inc. (GS), while not overtly reporting that they are working on anything in house,

caused some speculation after it participated in a $50 million investment round in funding Bitcoin wallet

and payments company Circle, Inc.

Spain-based Banco Santander (SAN) is working internally to develop blockchain-based solutions that will

reduce its costs by $20 billion a year by the end of the decade. Barclays (BCS) is viewing blockchain

technology as "transformative" and is experimenting with it both internally and via partnerships with start-
ups to use it as it relates to financial services.Swiss investment bank UBS (UBS) has gone so far as to

create its own standalone blockchain lab to conduct proprietary research for the company to use.

It has been revealed that Citigroup Inc. (C) has worked on at least three different blockchain-based

undertakings including its own cryptocurrency known as CitiCoin.Additionally, Société Generale,

Standard Chartered, The Bank of England, Deutsche Bank, DBS Bank, BBVA (BBVA), LHV Bank, BNY

Mellon (BK), CBW Bank, Westpac (WBK) and the Commonwealth Bank of Australia are all in the race to

research and deploy this technology.

Payments and Remittances

The most obvious and basic use for blockchain technology is its use as a payments system. Bitcoin and

other cryptocurrencies act both as a digital money and also a method to send payments in that money-form

around the globe. These transactions require only an internet connection and take place instantly. While it

is true that it may take many minutes for a transaction to be 100% confirmed, the transaction itself takes

place in a matter of moments. These transactions are borderless, secure and largely anonymous.

Furthermore, transaction costs are minimal, costing only a few cents per transaction making it a much

cheaper way to send money around the world than wire companies like Western Union (WU) or via credit

card processors such as Visa Inc. (V), Mastercard Inc. (MA) or Discover Financial Services (DFS). A

merchant not wanting to pay the initial and ongoing fees in order to accept credit cards could take

electronic payment via a cryptocurrency instead for a fraction of the cost.

Remittance overseas is a difficult undertaking. The fees are high, processing time is slow, the money can

be intercepted or stolen, and there are legal and tax issues that must be considered. A blockchain-based

system would eliminate these problems. Already there are dozens of companies that have been started to

facilitate remittances in this way.

Account Balances and Deposits

Consumers generally utilize banks to hold deposits in checking and savings accounts. But once you deposit

money into a bank account, the bank loans most of it out via fractional reserve banking. As a result, most
of the money that shows up when you view your account balance is not held by the bank. In fact, a bank

run causes a bank to fail when too many customers attempt to withdraw their money all at the same time,

and the money just isn't there. A bank account balance, therefore, is just an accounting entry.

The blockchain is ultimately a ledger that represents accounting entries. Therefore, bank accounts could

come to be represented on blockchains making them more secure, accessible and cheaper to maintain.

Furthermore, it could help alleviate the risk of bank runs.

Secondary Market Trading and Clearing

The simplest purchase of a company's shares to a complex over-the-counter currency swap requires

clearing and settlement of trades. Ownership of the asset or contract being traded must verifiably change

hands and be recorded. Today, exchange fees and clearing fees are added to the cost of each trade and can

become sizable over time and given large volumes of orders. If the ownership of shares could exist on a

blockchain and any change of ownership could be immediately validated and confirmed, it would greatly

reduce transaction costs and clearing costs for all sorts of asset classes from stocks to bonds to derivatives

to commodities to real estate. It is entirely possible that such storied institutions as the New York Stock

Exchange or the Chicago Board of Trade may one day be replaced by a distributed ledger technology that

is more secure, robust and less expensive to operate and transact on.

Overstock (OSTK) recently announced it was developing a blockchain-based asset exchange called T0 in

order to directly issue some of its corporate bonds to investors. New York-based bitcoin exchange

Coinsetter has announced that it will roll out a blockchain-based platform to clear over the counter

transactions which can settling in T+10 minutes. To put that in to perspective, buying a share of stock on a

U.S. exchange takes T+3 days to settle.

Primary Market Issuance and IPOs

If secondary market trading can occur on blockchains, can primary markets also exist? The answer is yes.

Imagine you are a company seeking to raise capital via issuing new shares to public via an IPO. Today,
this would be a very expensive undertaking requiring an investment bank (or a syndicate of such banks) to

underwrite and sell your shares. This can cost as much as 9% or more of the capital being raised.

Now, imagine that you can issue shares of your company by yourself directly to the blockchain where you

can then sell them in exchange for money. These virtual shares can then be exchanged on secondary

markets that also exist via the blockchain. If this scenario becomes accepted by the public, it could be a

huge disrupter to both asset exchanges as well as the investment banking industry.

Conclusion

Blockchain technology is being taken seriously by the financial sector as it may prove to be a great

disrupter to the traditional banking industry. The tamper-proof, decentralized, immutable nature of the

blockchain make it ideal for reducing costs and streamlining everything from payments, asset trading,

securities issuance, retail banking, and clearing and settlements. It becomes obvious that blockchain

technology is much more than Bitcoin or cryptocurrencies. While those implementations as payments and

money systems are indeed disruptive, the greater disruption may come from alternative uses of this unique

and powerful characteristics.

Features Banks Blockchain

Typical brick-and-mortar banks are

open from 9:00 am to 5:00 pm on
weekdays. Some banks are open on No set hours; open 24/7,
Hours open weekends but with limited hours. All 365 days a year.
banks are closed on banking
holidays.

•Card payments: This fee varies Bitcoin has variable

based on the card and is not paid by transaction fees
the user directly. Fees are paid to the determined by miners
payment processors by stores and are and users. This fee can
usually charged per transaction. The range between $0 and
Transaction Fees effect of this fee can sometimes $50 but users have the
make the cost of goods and services ability to determine how
rise. •Checks: can cost between $1 much of a fee they are
and $30 depending on your bank. willing to pay. This
•ACH: ACH transfers can cost up to creates an open
$3 when sending to external marketplace where if the
 accounts. •Wire: Outgoing domestic user sets their fee too
wire transfers can cost as much as low their transaction
$25. Outgoing international wire may not be processed.
transfers can cost as much as $45.

•Card payments: 24-48 hours

Bitcoin transactions can
•Checks: 24-72 hours to clear •ACH:
take as little as 15
24-48 hours •Wire: Within 24 hours
Transaction Speed unless international *Bank transfers
minutes and as much as
over an hour depending
are typically not processed on
on network congestion.
weekends or bank holidays

Anyone or anything can

Bank accounts and other banking participate in Bitcoin’s
products require "Know Your network with no
Know Your Customer" (KYC) procedures. This identification. In theory,
Customer Rules means it is legally required for banks even an entity equipped
to record a customer's identification with artificial
prior to opening an account. intelligence could
participate.

Government-issued identification, a An internet connection

bank account, and a mobile phone and a mobile phone are
Ease of Transfers are the minimum requirements for the minimum
digital transfers. requirements.

Bitcoin can be as private

as the user wishes. All
Bank account information is stored
Bitcoin is traceable but
on the bank’s private servers and
it is impossible to
held by the client. Bank account
establish who has
privacy is limited to how secure the
ownership of Bitcoin if
bank's servers are and how well the
Privacy individual user secures their own
it was purchased
anonymously. If Bitcoin
information. If the bank’s servers
is purchased on a KYC
were to be compromised then the
exchange then the
individual's account would be as
Bitcoin is directly tied to
well.
the holder of the KYC
exchange account.

Assuming the client practices solid The larger the Bitcoin

internet security measures like using network grows the more
secure passwords and two-factor secure it gets. The level
Security authentication, a bank account's of security a Bitcoin
information is only as secure as the holder has with their
bank's server that contains client own Bitcoin is entirely
account information. up to them. For this
 reason it is
recommended that
people use cold storage
for larger quantities of
Bitcoin

The Bitcoin network

itself does not dictate
Banks reserve the right to deny
how Bitcoin is used in
transactions for a variety of reasons.
any shape or form.
Approved Banks also reserve the right to freeze
Users can transact
Transactions accounts. If your bank notices
Bitcoin how they see fit
purchases in unusual locations or for
but should also adhere
unusual items they can be denied.
to the guidelines of their
country or region.

If Bitcoin is used
Due to KYC laws, governments can anonymously
easily track people's banks accounts governments would
Account Seizures and seize the assets within them for a have a hard time
variety of reasons. tracking it down to seize
it.
APPLICATIONS AND USE CASES OF BLOCKCHAIN TECHNOLOGY

IN BUSINESS AND LIFE

BLOCKCHAIN USECASE IN BANKING AND FINANACE

International Payments

Blockchain provides a way to securely and efficiently create a tamper-proof log of sensitive activity. This

makes it excellent for international payments and money transfers. Santander Branch For example, in April

2018, Banco Santander launched the world's first blockchain-based money transfer service. Known as

"Santander One Pay FX," the service uses Ripple's xCurrent to enable customers to make same-day or

next-day international money transfers.

By automating the entire process on the blockchain, Santander has reduced the number of intermediaries

typically required in these transactions, making the process more efficient.

As a large commercial bank, Santander has numerous retail clients who would benefit from more efficient

and cheaper payments, particularly in the area of international transfers. Blockchain technology can be

used to decrease the cost of these transfers by reducing the need for banks to manually settle transactions.

Capital Markets

Blockchain-based systems also have the potential to improve capital markets. A McKinsey report identifies

benefits that blockchain solutions offer capital markets, some of which include:

 Faster clearing and settlement

 Consolidated audit trail

 Operational improvements

Startup Axoni was founded in 2013 and builds blockchain-based solutions specifically for capital market

improvement. Most recently, Axoni announced the launch of a distributed ledger network to manage

equity swap transactions - enabling both sides of an equity swap to be synchronized throughout their

lifecycle, communicating changes to each other in real time.

Trade Finance

Historic methods of trade financing have been a major pain point for businesses because the slow

processes often interrupt business and make liquidity hard to manage. Cross-border trade involves a large

number of variables when communicating information - such as country of origin and product details - and

transactions generate high volumes of documentation.. Blockchain has the ability to streamline trade

finance deals and simplify the process across borders. It enables enterprises to more easily transact with

each other beyond regional or geographic boundaries.

Regulatory Compliance and Audit

The extremely secure nature of blockchain makes it rather useful for accounting and auditing because it

significantly decreases the possibility of human error and ensures the integrity of the records. On top of

this, no one can alter the account records once they are locked in using blockchain tech, not even the

record owners. The trade off here is that blockchain tech could ultimately eliminate the need for auditors

and erase jobs.

Money Laundering Protection

Once again, the encryption that is so integral to blockchain makes it exceedingly helpful in combating

money laundering. The underlying technology empowers record keeping, which supports "Know Your

Customer (KYC)," the process through which a business identifies and verifies the identities of its clients.

Insurance
Arguably the greatest blockchain application for insurance is through smart contracts. These contracts

allow customers and insurers to manage claims in a transparent and secure manner. All contracts and

claims can be recorded on the blockchain and validated by the network, which would eliminate invalid

claims, since the blockchain would reject multiple claims on the same accident.

For example, openIDL, a network built on the IBM Blockchain Platform with the American Association of

Insurance Services, is automating insurance regulatory reporting and streamlining compliance

requirements.

Peer-to-Peer Transactions

P2P payment services such as Venmo are convenient, but they have limits. Some services restrict

transactions based on geography. Others charge a fee for their use. And many are vulnerable to hackers,

which is not appealing for customers who are putting their personal financial information out there.

Blockchain technology, with all its aforementioned benefits, could fix these roadblocks.

BLOCKCHAIN APPLICATIONS IN BUSINESS

Supply Chain Management

Blockchain's immutable ledger makes it well suited to tasks such as real-time tracking of goods as they

move and change hands throughout the supply chain. Using a blockchain opens up several options for

companies transporting these goods. Entries on a blockchain can be used to queue up events with a supply

chain - allocating goods newly arrived at a port to different shipping containers, for example. Blockchain

provides a new and dynamic means of organizing tracking data and putting it to use.

Healthcare

Health data that's suitable for blockchain includes general information like age, gender, and potentially

basic medical history data like immunization history or vital signs. On its own, none of this information
would be able to specifically identify any particular patient, which is what allows it to be stored on a

shared blockchain that could be accessed by numerous individuals without undue privacy concerns.

As specialized connected medical devices become more common and increasingly linked to a person's

health record, blockchain can connect those devices with that record. Devices will be able to store the data

generated on a healthcare blockchain and append it to personal medical records. A key issue currently

facing connected medical devices is the siloing of the data they generate - but blockchain could be the link

that bridges those silos.

Real Estate

The average homeowner sells his or her home every five to seven years, and the average person will move

nearly 12 times during their lifetime. With such frequent movement, blockchain could certainly be of use

in the real estate market. It would expedite home sales by quickly verifying finances, reduce fraud thanks

to its encryption, and offer transparency throughout the entire selling and purchasing process.

Media

Media companies have already started to adopt blockchain technology to eliminate fraud, reduce costs, and

even protect Intellectual Property (IP) rights of content - like music records. According to MarketWatch,

the global market for blockchain in media and entertainment is estimated to reach $1.54 billion by 2024.

MGM

One platform that has taken the spotlight in leveraging blockchain for media, is Eluvio, Inc. Formally

launched in 2019, Eluvio Content Fabric uses blockchain technology to enable content producers to

manage and distribute premium video to consumers and business partners without content delivery

networks. And recently, the platform has been tapped by media giant, MGM Studios for "global streaming

to web, mobile, and TV everywhere audiences of 'certain properties.'"

Energy
Blockchain technology could be used to execute energy supply transactions, but also to further provide the

basis for metering, billing, and clearing processes, according to PWC. Other potential applications include

documenting ownership, asset management, origin guarantees, emission allowances, and renewable energy

certificates.

BLOCKCHAIN APPLICATIONS IN GOVERNMENT

Record Management

National, state, and local governments are responsible for maintaining individuals' records such as birth

and death dates, marital status, or property transfers. Yet managing this data can be difficult, and to this

day some of these records only exist in paper form. And sometimes, citizens have to physically go to their

local government offices to make changes, which is time-consuming, unnecessary, and frustrating.

Blockchain technology could simplify this recordkeeping and make the data far more secure.

Identity Management

Proponents of blockchain tech for identity management claim that with enough information on the

blockchain, people would only need to provide the bare minimum (date of birth, for example) to prove

their identities.

Voting

Blockchain technology has the ability to make the voting process more easily accessible while improving
security. Hackers would be no match to blockchain technology.
 Chapter III

Company profile:

This chapter deals with the overview of HDFC bank and SBI bank. There is a details study about both the

banks there achievements, services, functions, mergers, and subsidiaries.

3.1 Overview of SBI

The origin of the State Bank of India goes back to the first decade of the nineteenth century with the

establishment of the Bank of Calcutta in Calcutta on 2 June 1806. Three years later the bank received its

charter and was re-designed as the Bank of Bengal (2 January 1809). A unique institution, it was the first

joint-stock bank of British India sponsored by the Government of Bengal. The Bank of Bombay (15 April

1840) and the Bank of Madras (1 July 1843) followed the Bank of Bengal. These three banks remained at

the apex of modern banking in India till their amalgamation as the Imperial Bank of India on 27 January

1921.

Primarily Anglo-Indian creations, the three presidency banks came into existence either as a result of the

compulsions of imperial finance or by the felt needs of local European commerce and were not imposed

from outside in an arbitrary manner to modernist India's economy. Their evolution was, however, shaped

by ideas culled from similar developments in Europe and England, and was influenced by changes

occurring in the structure of both the local trading environment and those in the relations of the Indian

economy to the economy of Europe and the global economic framework.

The eight banking subsidiaries are:

1-State Bank of Bikaner and Jaipur (SBBJ)

2-State Bank of Hyderabad (SBH)

3-State Bank of India (SBI)

4-State Bank of Indore (SBIR)

5-State Bank of Mysore (SBM)

6-State Bank of Patiala (SBP)

7-State Bank of Saurashtra (SBS)

8-State Bank of Travancore (SBT)

2.2 PRODUCTS AND SERVICES PROVIDED BY SBI

 Savings Accounts

 Current Accounts

 Fixed Deposits

Loans

 Personal Loans

 Home Loans

 Two Wheeler Loans

 New Car Loans

 Used Car Loans

 Overdraft Against Car

 Express Loans

 Gold Loan

 Educational Loan
 Loan Against Securities

 Loan Against Property

 Loans Against Rental Receivables

Cards

 Credit Cards

 Debit Cards

Access Your Bank

 NetBanking

 ATM

3.2 Overview of HDFC BANK

HDFC Bank began operations in 1995 with a simple mission: to be a "World-class Indian

Bank". They realized that only a single-minded focus on product quality and service

excellence would help them to get there. HDFC Bank, one amongst the firsts of the new generation,

tech-savvy commercial banks of India, was set up in august 1995 after the Reserve Bank of India allowed

setting up of Banks in the private sector. The Bank was promoted by the Housing Development Finance

Corporation Limited, a premier housing finance company (set up in 1977) of India. Net Profit for the year

ended March 31, 2006 was up 30.8% to Rs 870.8 crores

Branch network

Currently (2007), HDFC Bank has 583 branches located in 263 cities of India, and all branches of the bank

are linked on an online real-time basis. The bank offers many innovative products & services to individuals,

corporates, trusts, governnments, partnerships, financial institutions, mutual funds, insurance companies.
The bank also has over 1471 ATMs. In the next few month the number of branches and ATMs should go

up substantially.

Profile

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 liberalisation 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.

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.

PRODUCTS AND SERVICES PROVIDED BY HDFC BANK

HDFC Bank mainly provides three kinds of banking services:

 Personal Banking

 NRI Banking

 Wholesale Banking
The following are the products and services provided by the HDFC bank

 HDFC Bank provides loans like Personal Loans , Home Loans , Educational Loans , Two Wheeler

Loans , New car Loans, Used Car Loans, Overdraft Against Car, Express Loans, etc.

 HDFC Bank provides Credit, Debit and Prepaid Cards to help you meet your financial objectives.

 HDFC Bank provides facilities like Mutual Funds , Insurance , General & Health Insurance, Bonds ,

Financial Planning, Knowledge Center, Equities & Derivatives, Mudra Gold bar.

If you need to deal in foreign currency and keep tabs on exchange rates every now and then, transfer funds

to India, make payments etc., HDFC Bank has a range of products and services that you can choose from

to transact smoothly, efficiently and in a timely manner with HDFC Bank 's payment services, you can bid

goodbye to queues and paper work. HDFC 's range of payment options make it easy to pay for a variety of

utilities and services.

HDFC Bank has designed two programs to make banking easier for the customers and they are

 HDFC Bank Preferred Programme

 HDFC Bank Classic Programme.

HDFC Bank offers Private Banking services to high net worth individuals and institutions.

HDFC Bank offers you quick, economical and convenient options to remit and transfer funds to India.

Corporate Banking reflects HDFC Bank 's strengths in providing our corporate clients in India, a wide

array of commercial, transaction and electronic banking products. HDFC Bank acts as an active medium

between the government and the customers by means of various services.

Savings Accounts

 Regular Savings Account

 Savings Plus Account

 SavingsMax Account

 No Frills Account

 Retail Trust Account

 Salary Accounts

 Payroll

 Classic

 Regular

 Premium

 Defence Salary Account

 Kid's Advantage Account

 Pension Saving Bank Account

 Family Savings Group

Current Accounts

 Plus Current Account

 Trade Current Account

 Premium Current Account

 Regular Current Account

 Reimbursement Current Account

 Chapter IV

Data Analysis and Interpretation

This chapter deals with analysis and discussions of the study . For the purpose of analyzing, raw data

was summarized in a master table and from this table the results have been carried out. The questions

having multiple/ alternative choices were analyzed by taking percentages. In the case of questions on likert

scale, the mean scores were calculated.

In case of ranking questions the total score has been added and final ranking is given by calculating mean.

In case of checklist questions the average of total no. of responses was calculated. In case of explanatory

questions, the general suggestions were summarized

This chapter analyses the comparative study of customer’s Satisfaction towards HDFC bank And State

bank of India

PRIMARY DATA ANALYSIS:

The figures below show the data collected and the interpretation of all such data.

Table 4.1:

Showing the age group of respondents who utilize the services of HDFC bank & SBI bank

AGE SBI HDFC

LESS THAN 25 10 8

25-35 16 24

35-45 12 14

45-55 24 18

55 & ABOVE 8 6
 Fig 4.1:

Showing the age group of respondents who utilize the services of HDFC bank & SBI bank

(SOURCE: Questionnaire)

Table 4.2:

Showing the gender of respondents who utilize the services of HDFC bank & SBI bank

GEN

DER SBI HDFC

MAL

E 56 54

FEM
(SOURCE: Questionnaire)
ALE 14 16
 Fig: 4.2

Showing the gender of respondents who utilize the services of HDFC bank & SBI bank

Table & fig :4.3

Comparative study of the customers of sbi and hdfc bank regarding their occupation
From the above data it can be clearly understood from table 4.3 that the customers that utilize the services

from HDFC bank and SBH bank are from occupations like service, business, professions, student, and

housewives.

Table:4.4

Comparative study of the customers of sbi and hdfc bank regarding their income

INCOME SBI HDFC

NIL 0 4

LESS THAN 50000 16 8

50000-150000 14 18

150000-300000 20 16

300000-500000 12 18

500000-ABOVE 8 6

(SOURCE: Questionnaire)

Fig : 4.4

Comparative study of the customers of SBI and HDFC bank regarding their income

From the above data (fig: 4.4) it can b interpreted that the customers income group consisting nil income is

zero in SBH nil income group are those customers who are students by occupation.
 Table: 4.5

Comparative study of most important reason choosing the particular bank

(SOURCE: Questionnaire)

From the above data analysis in fig:4.5 the factors affecting in choosing a particular bank for HDFC bank

the most important factor is “the excellent service offered by the bank” and the most important factor for

SBI bank is “I have a traditional bank account with the same bank”
 Table 4.6:

Comparative study of the customers of SBI and HDFC bank regarding the account facilities provided to

them

FACILITY SBI HDFC

Savings account 36 42
Current account 10 14
Fixed deposit 24 13
NRI account 0 1

(SOURCE: Questionnaire)

Fig: 4.6

Comparative study of the customers of SBI and HDFC bank regarding the account facilities provided

(SOURCE: Questionnaire)

From the above fig:4.6 we can interpret that the number of savings account is more with HDFC than with

SBI and the number of fixed deposits are more with SBI bank than HDF
 Table 4.7:

Comparative study of the time period of customers dealing with SBI And HDFC bank

YEARS SBI HDFC

Less than 1 year 14 14

1 to 2 years 24 18

3 to 5 years 14 26

More than 5 years 18 12

(SOURCE: Questionnaire)

Fig 4.7:

Comparative study of the time period of customers dealing with SBI And HDFC bank

(SOURCE: Questionnaire)

From the above data analysis we can interpret that most accounts held by HDFC bank is for 3-5 years and

the most number of accounts held by SBI bank is for 1-2 years.
 Table 4.8

Comparative study of reason that make customer to typically visit bank branch

REASONS SBI HDFC

To make a deposit 28 34

To get advice for investment options 4 6

To inquire about a balance 14 10

To withdraw cash 24 20

(SOURCE: Questionnaire)

Fig: 4.8

Comparative study of reason that make customer to typically visit bank branch

(SOURCE: Questionnaire)
From the above data interoperate in figure 4.8 it is clearly observed that most of the customers visiting

HDFC bank is to make a deposit. whereas, the reason for visit for most of the SBI customers is to

withdraw cash.

Table: 4.9

Comparative study of most satisfying facility Offered by them

(SOURCE: Questionnaire)
 Chapter 5

5.1 Suggestions and Recommendations

1. Both the customers from SBI and HDFC bank have suggested that the bank should open one of its

branch in industrial area like focal point.

2. One of the most common suggestion was to lower down the minimum balance required in the saving

s account.

3. Staff should be more co-operative to the customers.

4. Customers were not fully aware of the services and the various charges which they have to pay.

Therefore Banks should try to give some more information to its existing customers.

Assumptions

The project report is based on the preference of the customers and the level of satisfaction towards SBI and

HDFC bank. During project we come to know that both the banks are highly preferred by the customers

but their preference is different up to some extend towards the service of these banks. Following are the

assumptions of the project.

1. Range of the survey is limited to kanpur city. It may not hold the same result in the different city.

The sample size for the survey is restricted up to 70. Out of Which 35 questionnaire was filled by the

customers of SBI and 35 was filled by customers of HDFC bank..

2. Survey is done in a very short period of time. This may have impact on the final result of the survey.
 Chapter VI

Appendix

QUESTIONNAIRE

CUSTOMER PREFERENCE TOWARDS SBI AND HDFC BANK

1. Name____________________

2. Gender

 Male  Female

3. Age

 Less than 25  25-35

 35-45  45-55

 55-above

4. Occupation

 Service  Business

 Professional  Student

 Housewife
5. Income

 Nil  Less than 50,000

 50,000 to 1,50,000  1,50,000 to 3,00,000

 3,00,000 to 5,00,000  5,00,000 and above

6. Bank you are dealing with

 HDFC  SBI

7. What was the single most important reason that you chose this particular Bank

 I have a traditional bank account with the same bank

 The brand name of the bank

 The excellent service offered by this bank

 ATM service

 Net banking facility

 Location advantage

 Any other please specify_______________________________________

8. Which account facility you are availing in the Bank

 Savings account  Current account

 Fixed deposit  NRI account

9. Since how many years you are dealing with this Bank

 Less than 1 year  1 to 2 years

 3 to 5 years  More than 5 years

 10. What is the main reason that you typically visit your bank branch

(please choose the single most important reason)

 To make a deposit

 To get advice for investment options

 To inquire about a balance

 To withdraw cash

 Any other please specify______________________________________________

11. How would you rate the following banking service quality on scale of 1-5 provided by bank where 1-

excellent, 2-good, 3 above-average, 4-average, 5-below average

 Access  Communication

 Confidentiality  Courtesy

 Reliability  Security

 Responsiveness  Waiting time

12. Which facility satisfies you most

 ATM  Interest package

 Loan  Net banking

 Early cheque clearance  Phone banking

 Preparation of drafts

13. If you are provided with better services by optional bank. Would you like to move to other bank.

 Yes  No
14. How would you rank the overall service

 Excellent  Good

 Satisfactory  Average  Below Average

 Suggestions

If any______________________________________________

signature

Thank you very much for your time, cooperation & patient
 BIBLIOGRAPHY

WEBSITE USED

www.hdfcindia.com

www.statebankofindia.com

http://www.banknetindia.com/banking/index_1.htm

http://www.asiatradehub.com/india/banking/finance.html

http://www.en.wikipedia.org/wiki/Standard_Chartered_Bank

http://www.finance.indiamart.com/investment_in_india/standard_chartered_bank. html

http://www.essays.se/about/literature+review+of+customer+satisfaction/

http://www.emeraldinsight.com

http://www.essays.se/about/literature+review+of+customer+satisfaction

http://www.essays.se/about/literature+review+of+customer+satisfaction/?startrecord6

BOOKS FOLLOWED

Research methodology by C.R. Kothari

NEWS PAPERS

Business standard

Economic Times