TABLE 4.1.

2
RETAIL SEGMENT PROFIT FROM THE YEAR 2015 TO 2018 : Retail
banking segment is undertaking bancassurance . And it is the fastest growing
banking business segment. One of the reasons being the bank’s dealing with the
sale of insurance policies to its retail customers. It has been mentioned even in the
director report of HDFC bank. Thus a glimpse at its profit would be imperative.

Year 2015-16 2016-17 2017-18

Profit earned by 520,64 lacs 701,67 lacs 875,71 lacs
the retail segment
of HDFC bank

CHART 4.1.2:

Profit earned by the Retail Segment

1000 875.71
800 701.67
Revenue Earned
600 520.64
(in Lacs)
400
200
0
2015-16 2016-17 2017-18

INFERENCE: From the above, it can be observed that there has been a
phenomenal increase in the profit of retail segment from 2015 -2016 , which
symbolizes the bancassurance contribution.
TABLE 4.1.3

RETAIL SEGMENT ASSETS FROM THE YEAR 2004 TO 2006: Retail

segment asset can also be increased by way of bancassurance operation. Let us take
a look at its asset position from the year 2004-05 to 2006-07.

Year 2015 –16 2016 -17 2017- 18

Retail assets 24,469,93 38,571,09 50,100,34

CHART 4.1.3

Growth of Retail Assets

6000000
5010034
5000000
3857109
4000000
Retail Assets Value(in
3000000 2446993 Lakhs)

2000000

1000000
0
2015-16 2016-17 2017-18

INFERENCE: From the above, we can infer that there has been a phenomenal
increase in the growth of retail assets over the years that it indicates the
contribution of bancassurance to it.
TABLE 4.1.4:

OPERATING EXPENSES FROM THE YEAR 2015 TO 2018 : Bancassurance

will lead to a reduction in the operating expenses of the bank as it can have the
opportunity of economies of scale. Thus let us took a look at the operating expenses
of HDFC bank from the year 2015-16 to 2016-17.

Year 2015 –16 2016 -17 2017- 18

Operating 1,085,40 1,691,09 2,420,80
expenses

CHART 4.1.4:

Operating Expenses - An overview

3000000
2,420,80
2500000
Operating
2000000 1,691,09 Expenses (in
1500000 Lakhs)
1,085,40
1000000
500000
0
2015-16 2016-17 2017-18

INFERENCE: From the chart, we can observe that there has been an increase in
the operating expenses of the bank. Since, HDFC bank is only in its infant stage in
bancassurance, it can perform more to reduce the same in the long run.
TABLE 4.1.5:

NON-INTEREST INCOME AS A PERCENTAGE OF TOTAL REVENUE:

As bancassurance revenue leads to an increase in the non-interest income, the non-
interest income as a % of total revenue from the year 2015-2017 is as follows:

Year 2015-16 2016-17 2017-18

Non interest 651,34 1,123,98 1,516,23

income
Total revenue 3,744,83 5,599,32 8,405,25
Ratio 17.39 20.07 18.03

Chart 4.1.5:

Non-interest income as a percentage of total revenue

21
20
19
Ratio
18
17
16
2015-16 2016-17 2017-18

INFERENCE: From the above, it can be observed that non-interest income as a

% of total revenue though increased in the year 2016,it has been decreased in the
year 2017.
TABLE 4.1.6:

NON-INTEREST INCOME AS A % OF OPERATING PROFIT: Non-

interest income as a contribution to the % of operating profit from the year
2015-2017 is shown as below:

Year 2015-16 2016-17 2017-18

Non-interest 651,34 1,123,98 1,516,23
income
Operating 1,156,02 1,733,84 2,562,86
profit
Ratio 56.34% 64.82% 59.16%

Chart 4.1.6:

Non-interest income as a % of operating profit

66%
64%
62%
60%
Ratio
58%
56%
54%
52%
2015-16 2016-17 2017-18

INFERENCE: From the above, it can be observed that non-interest income as a

% percentage of operating profit has been increasing from 2015 to 2016.But it has
been decreased in the year 2017-18.

Note: Operating profit = (interest income + other income – interest expense –

operating expense –amortization of premia on investments - profit/(loss) on sale
of fixed assets).
4.2 PRIMARY DATA ANALYSIS:

Based on the objective, a well-structured questionnaire was framed and

the following clearly represents all the related data and their interpretations in a
detailed form with statistically proven inferences.
TABLE 4.2.1

AGE FACTOR:

AGE LIMIT NO. OF PERCENTAGE

RESPONDENTS
20-25 6 12
25-30 10 20
30-35 12 24
35-40 13 26
Above 40 9 18
TOTAL 50 100

INFERENCE:
From the above table it can be inferred that 12% of the respondents belongs to
20-25 Age limit, 20% of the respondents belongs to 25-30 Age limit, 24% of the
respondents belongs to 30-35 Age limit, 26% of the respondents belong to 35-40
Age limit and the remaining 18% of the respondents belongs to above age 40.
Hence the majority of the respondents fall in to the category of 35-40 Age limit.
TABLE 4.2.2
GENDER:
GENDER NO. OF PERCENTAGE
RESPONDENTS
Male 38 76
Female 12 24
TOTAL 50 100

INFERENCE: From the above table it can be observed that 76% of the
respondents are Male and 24% of the respondents are female. Hence the majority
of the respondents are Male.
TABLE 4.2.3

OCCUPATION:

OCCUPATION NO. OF PERCENTAGE

RESPONDENTS
Salaried 24 49
Businessman 18 34
Retired 7 15
Others 1 2
TOTAL 50 100

INFERENCE:

From the above table it is observed that 49% of the respondents are
salaried, 34% of the respondents are involved in business, and 14% of the
respondents retired and a less percentage of 2 have fallen into the category of
others includes professionals. Thus, majority of the respondents are Salaried.
TABLE 4.2.4
MARITAL STATUS:

MARITAL NO. OF PERCENTAGE

RESPONDENTS
STATUS
Single 14 28
Married 36 72
TOTAL 50 100

INFERENCE:

From the above table, it can be seen that 28% of the respondents are single
and 72% of the respondents are married. Hence the majority of the respondents
are married.

TABLE 4.2.5

NO. OF CHILDREN:

NO. OF CHILDREN NO. OF RESPONDENTS PERCENTAGE

Yes 34 68
No 2 4
N/A 14 28
TOTAL 50 100

INFERENCE:
From the above table it can be seen that 68% of the respondents
who have got married are having children and 4% of the respondents are not
having so far .
 TABLE 4.2.7

ACCOUNT HOLDER OF HDFC BANK:

ACCOUNT HOLDER NO. OF RESPONDENTS PERCENTAGE

OF HDFC BANK
Yes 43 86
No 7 14
TOTAL 50 100

INFERENCE : From the above table it is found that 86% of the respondents,
which is a majority, are holding Account in HDFC Bank and 14% of the
respondents are Non-Account Holders of HDFC bank. Non-a/c holders include
borrowers, credit card holders and the persons dealing with investments.

TABLE 4.2.8

TYPE OF ACCOUNT:

TYPE OF ACCOUNT NO. OF RESPONDENTS PERCENTAGE

Savings A/C 28 57
Current A/C 6 11
Both 9 18
N/A 7 14
TOTAL 50 100

INFERENCE: From the above table it can be seen that 57% of the respondents
are Saving A/C holders and 11 % of the respondents are Current A/C holders.
And 18% people own both the type of accounts. And for 14% of the people this
question is not applicable as they are not the account holders of HDFC bank.
TABLE 4.2.9:

NO. OF YEARS ASSOCIATIED WITH HDFC BANK:

NO. OF YEARS NO. OF RESPONDENTS PERCENTAGE

<1 Yr. 12 24
1-3 Yrs 19 39
3-5 Yrs 17 33
5-7 Yrs 2 4
> 7 Yrs 0 0
TOTAL 50 100

INFERENCE: From the above, it is found that 24% of the respondents are
having less than 1 year associability with HDFC Bank where as a major 39% of
the customers have 1-3 years of relationship. 33% of the respondents are having
3-5 years relationship 4% of the respondents are having greater than 5 but less
than 7 years of relationship. No customer among the respondents is having greater
than 7 years relationship with HDFC Bank.
TABLE 4.2.10

PERSONAL VIEWS ABOUT INSURANCE:

PERSONAL Strongly Agree Neutral Disagree Strongly Total

VIEWS ABOUT Agree Disagree
INSURANCE
A) Insurance
provides protection 16 19 9 6 0 50
to you and your
family
B) Insurance is an
absolute necessity 5 15 19 10 1 50
for an
individual/family
C) Insurance is one
of the best 5 10 21 10 4 50
Investment options
CHART 4.2.1

PERSONAL VIEWS
No.of respondents(in %)

100
80 Strongly Agree
Agree
60
Neutral
40
Disagree
20
Strongly Disagree
0
A B C
PERSONAL VIEWS ABOUT
INSURANCE

INFERENCE: From the above, it can be observed that

(A) 32% of the respondents Strongly agree that Insurance provides protection
to their family and 37%, which is a majority, agree to the same. But 19%
of the respondents remained Neutral and 12% disagree the same. No one
Strongly disagreed the view.
(B) 10% of the respondents Strongly agree that Insurance is an absolute
necessity for an Individual/family and 30% agree to this. 38% stayed
Neutral and 19% of the respondents disagreed the view. A less percentage
of 3 strongly disagreed the view.

72
DATA ANALYSIS AND INTERPRETATION

(C) 9% of the respondents Strongly agree that Insurance is one of the best
investment options and 20% agree to this. 42%, that is a majority,
remained neutral whereas 21% disagreed the point. Also 8% of the
respondents Strongly disagreed.

TABLE 4.2.11

LIFE INSURANCE POLICY HOLDER

LIFE INSURANCE NO. OF RESPONDENTS PERCENTAGE

POLICY HOLDER
Yes 24 47
No 26 53
TOTAL 50 100

CHART 4.2.2:

LIFE INSURANCE POLICY HOLDER

YES
47%
53% NO

INFERENCE: From the above, it can be noticed that 47% of the respondents are
holding a Life Insurance policy currently and the big rest 53% are not holding any
Life Insurance policy.

73
DATA ANALYSIS AND INTERPRETATION

TABLE 4.2.12

AWARENESS ABOUT HDFC STANDARD LIFE INSURANCE

AWARE OF HDFC NO. OF RESPONDENTS PERCENTAGE

STANDARD LIFE
INSURANCE
Yes 36 72
No 14 28
TOTAL 50 100

CHART 4.2.3

AWARENESS ABOUT HDFC LIFE INSURANCE

28%
YES
NO
72%

INFERENCE:

From the above table, it can be observed that a vital part of the
respondents, which is 72% are aware about HDFC Life insurance and 28% do not
have the same.

74
DATA ANALYSIS AND INTERPRETATION

TABLE 4.2.13

SOURCE TO KNOW ABOUT HDFC LIFE INSURANCE

SOURCE No. of respondents Percentage

HDFC Bank 14 39
Advertisement 22 61
Friends & Relatives 0 Nil
Others 0 Nil
N/A 14 28
Total 50 100

CHART 4.2.4:

SOURCE TO KNOW ABOUT HDFC LIFE INSURANCE

0%
0% HDFC bank
Advertisement
39% Friends & relatives
others
61%

INFERENCE:

From the above we can understand that the major Source to Know
about HDFC Life Insurance is Advertisement, which is conveyed by 61% of the
respondents. Whereas HDFC Bank owns 39%.
TABLE 4.2.14

AWARE OF BANKS CROSS-SELL INSURANCE PRODUCTS (in %)

AWARE OF BANKS NO. OF RESPONDENTS PERCENTAGE

CROSS-SELL
INSURANCE PRODUCTS
Yes 24 48
No 26 52
TOTAL 50 100

CHART 4.2.5

AWARE OF BANKS CROSS SELLING INSURANCE

PRODUCTS

YES
48% NO
52%

INFERENCE:

From the above, it can be noticed that 48% of the respondents are
aware of Banks cross-selling Insurance products but 52% of the respondents
which is a majority are not aware of the same.
 TABLE 4.2.15

ADVANTAGES IN BUYING THE INSURANCE POLICIES

THROUGH BANKS

ADVANTAGES Strongly Agree Neutral Disagree Strongly Total

Agree Disagree

A) Expert 9 14 13 11 3 50
advice
B) Convenience 10 22 12 6 0 50

C) Easy 6 21 17 4 2 50
accessibility

CHART 4.2.6:

ADVANTAGE IN BUYING INSURANCE POLICIES THROUGH

BANKS

Strongly Agree
No. of Respondents (in

100
80
60
Agree
%)

40
Neutral
20
0 Disagree
A B C
Strongly
Disagree

INFERENCE: From the above, it can be observed that,

A) 17% of the respondents strongly agree with the advantage of
expert advice in buying through banks and the same is agreed
by 28 %. 26% of the respondents remained neutral and 22%,
7% of the respondents strongly disagree and disagree
respectively.

B) 20% of the respondents felt convenience in buying insurance

policies through banks and they strongly agree to that. Also
44% agree the same. But 24% stayed neutral whereas 12%
disagreed this point. No one strongly disagreed the same.

C) 12% of the respondents strongly agree and 41% agree with the
advantage of easy accessibility.35% remains neutral. Only 8%
disagree and 4% strongly disagree to this view.

Thus, majority of the respondents agree with the advantages in buying the
insurance policies through banks.
TABLE 4.2.16

AWARE OF OBTAINING HDFC STANDARD LIFE POLICY FROM

HDFC BANK

AWARE OF OBTAINING NO. OF RESPONDENTS PERCENTAGE

POLICY
FROM HDFC BANK
Yes 23 46
No 27 54
TOTAL 50 100

CHART 4.2.7

AWARE OF OBTAINING HDFC STANDARD LIFE POLICY

FROM HDFC BANK

46% YES
54% NO

INFERENCE:

From the above, it can be noticed that 46% of the respondents

know well that HDFC standard life insurance policy can be bought from HDFC
bank branches. But 54% of the respondents, which is a majority, don’t know the
same.
TABLE 4.2.17

FAMILIARITY WITH THE POLICIES OFFERED BY HDFC STANDARD

LIFE INSURANCE
FAMILIAR WIH THE TYPES No. of respondents Percentage
OF POLICIES OFFERED BY
HDFC STANDARD LIFE
INSURANCE
Strongly Agree 5 11
Agree 13 26
Neutral 7 14
Disagree 19 37
Strongly Disagree 6 12
Total 50 100

CHART 4.2.8

FAMILIARITY WITH THE POLICIES OFFERED BY

HDFC STANDARD LIFE INSURANCE

12% 11% Strongly Agree

Agree
26% Neutral
37%
Disagree
14% Strongly disagree

INFERENCE: From the above, it can be seen that 11% of the respondents are
familiar with the different types of policies offered by HDFC Standard Life
insurance which they have strongly agree and 26% agree to it. Whereas 14%
remained neutral. 37% disagreed and 12% of the respondents strongly disagreed
the view. Thus, majority of the respondents are not familiar with the different
types of policies offered by HDFC Standard Life Insurance.
 INITIATIVES TAKEN BY HDFC BANK TO PROMOTE HDFC

STANDARD LIFE INSURANCE PRODUCTS

INITIATIVES TAKEN Strongly Agree Neutral Disagree Strongly Total

BY HDFC BANK Agree Disagree

You have often noticed 6 11 9 17 7 100

the displays regarding
HDFC Standard Life
Insurance in HDFC
Bank
You have come across 5 11 7 17 10 100
advertisements/links
etc., regarding HDFC
Standard Life Insurance
in HDFC Bank Web Site
HDFC Bank Employees 7 14 6 17 6 100
have explained you
about the policies of
HDFC standard life
insurance (through
phone calls/direct
contact)
 CHART 4.2.9:

INITIATIVES TAKEN BY HDFC BANK TO PROMOTE

HDFC STANDARD LIFE INSURANCE

100
80 Strongly agree
No. of 60 Agree
respondents(in
%) 40 Neutral
20 Disagree
0 Strongly Disagree
A B C

INFERENCE: From the above, it can be observed that

(a) 12% of the respondents strongly agree that they have noticed the
displays of HDFC standard life Insurance in HDFC Bank. Also
22% support them by agreeing to it. 18% remain unbiased and
33% disagree the statement. And 15% of the respondents have
strongly disagreed the same.
(b) 10% of the respondents strongly agree that they have come across
the links/ads concerning HDFC standard life insurance in the web
site of HDFC Bank. 22% agree to this point and 13% replied
neutral. But 34% disagree to this and 21% strongly disagree the
same.
(c) 14% of the respondents strongly agree that the Employees of
HDFC bank has explained them about HDFC Standard life
insurance products. And the same has been agreed by 27% of the
respondents. 12% of the respondents didn’t take either side.
Whereas 35% disagree the statement and 12% of the respondent’s
have strongly disagreed.
 TABLE 4.2.19
SATISFACTION OF CUSTOMER SERVICES

CUSTOMER SERIVICE No. of respondents Percentage

Highly Satisfied 7 13
Satisfied 21 43
Moderately satisfied 14 28
Dissatisfied 6 13
Highly dissatisfied 2 3
Total 50 100

CHART 4.2.10:

SATISFACTION OF CUSTOMER SERVICES

3% 13%
13%
Highly Satisfied
Satisfied
Moderately satisfied
28% Dissatisfied
43% Highly dissatisfied

INFERENCE: From the above, it can be observed that 13% of the respondents
replied that they are highly satisfied with the customer service provided by HDFC
bank. And good percentage of 43 answered that they are satisfied with the
customer service. Also, 28% of the respondents say that they are moderately
satisfied but 18% declared that they are dissatisfied with the customer service. A
less number of 3% also claim that they are highly dissatisfied with the same.
Overall, most of the respondents are satisfied with the customer services.
 TABLE 4.2.20

FACTORS THAT BUILD A STRONG RELATIONSHIP WITH

CUSTOMERS

RELATIONSHIP Strongly Agree Neutral Disagree Strongly Total

BUILDING Agree Disagree
FACTORS

Reliability 19 21 6 3 1 50
Easy and advantageous 8 10 12 18 2 50
banking over other
banks
Wide range of 7 12 16 14 1 50
Products and Schemes
Better understanding 8 11 17 13 1 50
of customer needs
and provide expert
advice
 CHART 4.2.11:

RELATIONSHIP BUILDING FACTORS

100 Strongly Agree

80
Agree
No of 60
respondents Neutral
40
(in %)
20 Disagree
0
A B C D
Strongly
Factors Disagree

INFERENCE: From the above, it can be observed that

(a) 37% of the respondents strongly agree with the Reliability factor. Also
42% of the respondents agree to it. 12% stayed neutral.7% of the
respondents have disagreed and 2% strongly disagreed to it.
(b) 15% of the respondents strongly agree to the fact that there exists an
easy and advantageous banking over other banks. Also 21% of the
respondents agreed the same. 24% stayed neutral. A typical 36% of the
respondents disagree the view and 4% strongly disagree the same.
(c) 13% of the respondents strongly agree to the factor of wide range of
products and schemes. The same is also agreed by 24%. 32% of the
respondents remained neutral.28% of the respondents disagreed this
view and a less percentage of 3 also strongly disagree to this.
(d) 15% of the respondents strongly agree to the factor of better
understanding of customer needs and Expert advice and 22% agree to
the view.33% stayed neutral. Whereas 26% of the respondents have
disagreed and 34% have strongly disagreed.