SUMMER TRAINING REPORT

ON
COMPARISON OF ING VYSYA BANK
WITH ICICI AND HDFC BANK ON
CUSTOMER SATISFACTION
Undertaken at
ING VYSYA BANK PVT LTD

Submitted in partial fulfilment of the requirements for the award of the degree of
MASTER OF BUSINESS ADMINISTRATION
to
Guru Gobind Singh Indraprastha University, Delhi

Under the Guidance of

Prof.Yamini Saraswat

Submitted by
Sakshi Behl
MBA-III Semester
Enrolment No.:

Session 2013 14
PERIYAR MANAGEMENT AND COMPUTER COLLEGE
Periyar Centre, FC33, Plot No. 1&2, Institutional Area, Jasola, New Delhi 110025

Page | 1

CONTENTS
Chapter Particular(s)

Page No.

Certificate-1
Certificate-2 company
Summer Training Appraisal Form
Acknowledgements
Executive Summary
1

Introduction

Literature Review

Research Methodology

Data Reduction, Presentation & Analysis

Data Interpretation

Summary & Conclusions

References/ Bibliography
Appendices
- List of Tables
- List of Figures

Page | 2

TO WHOM IT MAY CONCERN

I SAKSHI BEHL, Enrolment No. ______________from MBA-III Semester of the Periyar

Management and Computer College hereby declare that the Summer Training Report (MS-204)
entitled COMPARISON OF ING VYSYA BANK WITH HDFC AND ICICI BANK ON
CUSTOMER SATISFACTION at ING VYSYA PVT LTD is an original work and the same has
not been submitted to any other Institute for the award of any other degree.

Date:

Signature of the Student

Certified that the Summer Training Report submitted in partial fulfilment of Master of Business
Administration

(MBA)

to

be

awarded

by

G.G.S.I.P.

University,

Delhi

by

_________________________, Enrolment No. ________________ has been completed under

my guidance and is satisfactory.

Date:

Signature of the Guide

Name of the Guide:
Designation:

Page | 3

ACKNOWLEDGEMENT

If words are considered to be signs of gratitude then let these words Convey the very same. My
sincere gratitude to Mr. Abhishek Gupta junior manager, ING VYSYA BANK and giving
necessary directions on doing this project to the best of my abilities.
I am highly indebted to Mr. Ajay Yadav, Branch Manager, who provided me with the
necessary information and also for the support extended out to me in the completion of this
report and his valuable suggestion and comments on bringing out this report in the best way
possible.

So in the same sequence at very first, I would like to acknowledge my parents because of whom
I got the existence in the world for the inception and the conception of this project. Later on I
would like to confer the flower of acknowledgement to Mrs. Yamini Saraswat and other faculty
members who taught me that how to do project through appropriate tools and techniques.

Page | 4

CHAPTER -1

INTRODUCTION

1.1 INTRODUCTION

Page | 5

Banking system of a nation is the shadow of nations economy. A healthy and profitable banking
system is just like the backbone of nations economy. It is necessary for a nation to achieve
growth and remain stable in this global world and global economy. The Indian banking system,
with one of the largest banking networks in the world, has witnessed a series of reforms over the
past few years like the deregulation of interest rates, dilution of the government stake in public
sector banks (PSBs) and the increased participation of private sector banks.
History of INDIAN BANKING SYSTEM
Banking in India originated in the last decades of the 18th century. The first banks were The
General Bank of India, which started in 1786, and the Bank of Hindustan, both of which are now
defunct The oldest bank in existence in India is the State Bank of India, a government-owned
bank that traces its origins back to June 1806 and that is the largest commercial bank in the
country. Allahabad Bank, established in 1865 and still functioning today, is the oldest Joint Stock
bank in India.
Central banking is the responsibility of the Reserve Bank of India, which in 1935 formally took
over these responsibilities from the then Imperial Bank of India, relegating it to commercial
banking functions. After India's independence in 1947, the Reserve Bank was nationalized and
given broader powers. In 1969 the government nationalized the 14 largest commercial banks; the
government nationalized the six next largest in 1980.
In 1948, the Reserve Bank of India, India's central banking authority, was nationalized, and
it became an institution owned by the Government of India.
In 1949, the Banking Regulation Act was enacted which empowered the Reserve Bank of
India (RBI) "to regulate, control, and inspect the banks in India."
The Banking Regulation Act also provided that no new bank or branch of an existing bank
could be opened without a license from the RBI, and no two banks could have common
directors
Liberalization in INDIAN BANKING SYSTEM

Page | 6

In the early 1990s, the then government embarked on a policy of liberalization, licensing a small
number of private banks. These came to be known as New Generation tech-savvy banks, and
included Global Trust Bank (the first of such new generation banks to be set up), which later
amalgamated with Oriental Bank of Commerce, Axis Bank(earlier as UTI Bank), ICICI Bank
and HDFC Bank. This move, along with the rapid growth in the economy of India, revitalized
the banking sector in India, which has seen rapid growth with strong contribution from all the
three sectors of banks, namely, government banks, private banks and foreign banksThe next
stage for the Indian banking has been setup with the proposed relaxation in the norms for Foreign
Direct Investment, where all Foreign Investors in banks may be given voting rights which could
exceed the present cap of 10%, at present it has gone up to 49% with some restrictions.
The new policy shook the Banking sector in India completely. Bankers, till this time, were used
to the 4-6-4 method (Borrow at 4%; Lend at 6%; Go home at 4%) of functioning. The new wave
ushered in a modern outlook and tech-savvy methods of working for traditional banks. All this
led to the retail boom in India. People not just demanded more from their banks but also received
more.
Currently (2009), banking in India is generally fairly mature in terms of supply, product range
and reach-even though reach in rural India still remains a challenge for the private sector and
foreign banks. In terms of quality of assets and capital adequacy, Indian banks are considered to
have clean, strong and transparent balance sheets relative to other banks in comparable
economies in its region. The Reserve Bank of India is an autonomous body, with minimal
pressure from the government. The stated policy of the Bank on the Indian Rupee is to manage
volatility but without any fixed exchange rate-and this has mostly been true.
With the growth in the Indian economy expected to be strong for quite some time-especially in
its services sector-the demand for banking services, especially retail banking, mortgages and
investment services are expected to be strong. One may also expect M&As, takeovers, and asset
sales.
Currently, India has 88 scheduled commercial banks (SCBs) - 27 public sector banks (that is with
the Government of India holding a stake), 31 private banks (these do not have government stake;
they may be publicly listed and traded on stock exchanges) and 38 foreign banks. They have a
Page | 7

combined network of over 53,000 branches and 17,000 ATMs. The public sector banks hold over
75 percent of total assets of the banking industry, with the private and foreign banks holding
18.2% and 6.5% respectively.

1.2 Objectives of the Study

PRIMARY OBJECTIVE:

To thoroughly study the products & services of ING Vysya Bank.

To compare the banking products and services offered by ING Vysya Bank and other
private banks (ICICI & HDFC)

To study the customers expectations, behavior, responses & preferences for various
saving accounts of ING Vysya Bank.

To study the marketing strategies adopted by ING Vysya Bank to maintain & increase its
market share & to retain its customers.

SECONDARY OBJECTIVE:

To study banking operations.

To get the knowledge about marketing strategies of bank

1.3 Scope Of Study

The scope of any study can be defined in terms of the area and the sample size which will be
reviewed for satisfying the objective of the subject matter. The first part of the report can be
made on the basis of the secondary data collected about the different saving bank accounts of
private sector banks present in Delhi via internet, magazines and journals.
The scope of the study is in Delhi, and around 100 people are targeted for the survey which is
done through questionnaire.

1.4 Company Profile

Page | 8

ING Vysya Bank Ltd is a premier private sector bank with retail, private and wholesale banking
platforms that serves over two million customers. With over 80 years of history in India and
leveraging INGs global financial expertise, the bank offers a broad range of innovative and
established products and services, across its 547 branches. The Bank, which has close to 10,000
employees, is also listed in Bombay Stock Exchange Limited and National Stock Exchange of
India Limited. ING Vysya Bank was ranked among top 5 Most Trusted Brands among private
sector banks in India in the Economic Times Brand Equity Nielsen survey 2011.
The bank was formessdd from the 2002 acquisition of an equity stake in Indian Vysya Bank by
the Dutch ING Group. This merger marked the first between an Indian bank and a foreign bank.
Prior to this transaction, Vysya Bank had a seven-year old strategic alliance with erstwhile
Belgian bank Banque Bruxelles Lambert, which was also acquired by ING Group in 1998.
1.4.1 About ING Group
BANK WITH ING,
JIYO EASY!
ING is a global financial institution of Dutch origin, offering banking,

investments, life

insurance and retirement services to meet the needs of a broad customer base. With more than
82,000 employees, ING serves over 61 million private, corporate and institutional customers in
over 40 countries in Europe, North America and Latin America, Asia and Australia. The bank
draw on its experience and expertise, its commitment to excellent service and its global scale to
meet the needs of a broad customer base, comprising individuals, families, small, businesses,
large corporations, institutions and governments.

Contact Us:
ING Vysya Bank Limited

Page | 9

Regd. Office: ING Vysya House, 22,

MG Road, Bengaluru 560001
Phone No: 2500 5000
Corporate Identity Number: L85110KA1930PLC000124

1.4.2 COMPANY PROFILE OF ING VYSYA BANK

The long journey of seventy-five years has had several milestones:
1930:- Set up in Bangalore1948 Scheduled Bank
1985:- Largest Private Sector Bank
1987:- The Vysya Bank Leasing Ltd. Commenced
1988:- Pioneered the concept of Co branding of Credit Cards
1990:- Promoted Vysya Bank Housing Finance Ltd.
1992:- Deposits cross Rs.1000 crores
1993:- Number of Branches crossed 3001996 Signs Strategic Alliance with BBL., Belgium. Two
National Awards by Gem &Jewellery Export Promotion Council for excellent performance in
Export Promotion
1998:- Cash Management Services, & commissioning of VSAT. Golden Peacock Award for the
best HR Practices by Institute of Directors. Rated as Best Domestic Bank in India by Global
Finance (International Financial Journal - June 1998)
2000:- State -of - the -art Date Centre at ITPL, Bangalore. RBI clears setting up of ing vysya Life
Insurance Company 2001 ING-Vysya commenced life insurance business.
2002:- The Bank launched a range of products & services like the Vys Vyapar Plus, the range of
loan schemes for traders, ATM services, Smart services, personal assistant service, Save &
Secure, an account that provides accident hospitalization and insurance cover,Sambandh, the
Page | 10

International Debit Card and the mi-bank net banking service. ING takes over
the Management of the Bank from October 7th , 2002 RBI clears the new name of the Bank as
ING Vysya Bank Ltd, vide their letter of 17.12.2003 Introduced customer friendly products
like Orange Savings, Orange Current and Protected Home Loans
2004:- Introduced Protected Home Loans - a housing loan product
2005:- Introduced Solo my Own Account for youth and Customer Service Line Phone Banking
Service
2006:- Bank has networked all the branches to facilitate AAA transactions i.e. Anywhere,
Anytime & Anyhow Banking Later years up to 2011 is a diversified financial services Group that
provides a range of banking and financial services to customers, including retail banking, project
and corporate finance, working capital finance, insurance, venture capital and private equity,
investment banking, broking treasury products and services.
The company operates in, India, the UK, Canada, and Russia and in 60 other countries. It is head
quartered in Amsterdam, Netherlands and employs about 1, 10,000 people worldwide.

LEADERSHIP OF ING VYSYA BANK

Page | 11

Names

Designation

Shailendra Bhandari,Chairman

Managing Director & CEO

Jayant Mehrotra

Chief Financial Officer

J M Prasad

Chief-Human Resources

Brett Morgan

Country Head-Branch Banking,Marketing & Private Clients

Mahesh Dayani

Country Head-Retail Assets

Susan Poot

Chief Risk Officer and Chief Compliance Officer

B.Ashok Rao

Chief Auditor

Meenakshi A

Head-Operations

Aniruddha Paul

Chief Information Officer

List of executive Management Council (updated as of 14.03.14)

Table No 1: Leadership of the ING VYSYA BANK

FINANCIAL RESULTS
FY 2008

FY2007

FY2006

FY2005 FY2004

Income (in EUR milion)

Insurance operations

54,851

62,208

59,642

57,403

55,614

Page | 12

Banking operations

11,731

14,602

14,195

13,848

12,678

Total Income1

66,291

76,587

73,621

71,120

68,171

Insurance operations

5,422

5,515

5,275

5,195

4,746

Banking operations

10,303

9,967

9,087

8,844

8,795

Total operating expenses

15,725

15,481

14,362

14,039

13,541

1,280

125

103

88

465

-1,635

6,533

4,935

3,978

4,322

148

4,510

5,005

4,916

3,418

-1,487

11,043

9,940

8,894

7,740

-721

1,534

1,907

1,379

1,709

-38

267

341

305

276

-729

9,241

7,692

7,210

5,755

Net result

-0.36

4.32

3.57

3.32

2.71

Earnings 2)

-0.56

4.32

3.57

3.32

2.71

Dividend

0.74

1.48

1.32

1.18

1.07

Shareholders equity

8.55

17.73

17.78

16.96

12.95

Total assets

1,332

1.312

1,226

1,159

964

Total equity

29

40

41

38

28

Shareholders equity

17

37

38

37

28

ING Group debt/equity ratio

13.8%

9.5%

9.0%

9.4%

10.2%

Insurance capital coverage ratio

256%

244%

274%

255%

204%

Insurance debt/equity ratio

8.5%

13.6%

14.2%

13.4%

14.3%

Operating Expenses

Addition to loan loss provision Banking

operations
Insurance result before tax
Banking result before tax
Total result before tax
Taxation
Minority interests
Net result
Figures per ordinary share (EUR)

Balance Sheet (in EUR billion)

Capital Ratios (%)

Page | 13

Bank Tier-1 ratio

9.32%

7.39%

7.63%

7.32%

6.92%

15

60

74

65

49

2,063

2,226

2,205

2,205

2,205

16

63

87

87

- Net return on equity (ROE)

-2.1%

24.2%

23.5%

26.6%

25.4%

- Net result growth

-108%

20%

7%

1,023

1,113

807

805

632

13.9%

14.3%

13.3%

13.2%

12.1%

97%

97%

91%

95%

94%

- Cost/income ratio

87.8%

68.3%

64.0%

63.9%

69.4%

- RAROC after tax

1.2%

19.9%

19.7%

22.6%

14.5%

551

643

600

547

492

124,661

124,634

Market capitalisation (in EUR billion)

Shares (in millions):
Outstanding
Preference shares outstanding
Key Performance Indicators

25% n.a.

Insurance
- Value of new life business
- Internal rate of return
- Combined ratio (non-life)
Banking

Assets under management (in EUR

billion)
Staff (FTEs end of period)

119,801 116,614 112,195

CURRENT OPERATIONS OF ING VYSYA BANK

ING Vysya Bank has competed in the banking/financial services and insurance markets for over
80 years and currently serves over 2 million Indian consumers. The bank markets an entire range

Page | 14

of financial products and services, organised under four strategic lines of business: retail, private,
wholesale banking ad agricultural banking.

a) Retail banking :
With 547 branches and 10 counters, 28 satellite offices and 470 ATM's nationwide, ING
Vysya's retail operation offers checking accounts, savings deposits/CD's, retail wealth
management services, consumer loans, agricultural/rural banking and retail life insurance
products. The bank has rapidly expanded its distribution footprint and has created a national
brand presence through several innovative marketing campaigns.

b) Private banking :
ING Vysya's private bank operates on an advisory-driven model. Specialized market research
remains the bank's focus for the introduction of new tailored products to serve the high-end
private banking segment.

c) Corporate/wholesale banking :
The wholesale banking business provides corporate clients in India a range of commercial,
transactional and electronic banking products. The bank offers client focused products
including working capital finance, trade and transactional services, foreign exchange, term
loans and cash management services. The wholesale banking business comprises four
business sub-segments and multiple product offerings. The business segments Corporate and
Investment Banking, Emerging Corporate, Banking and Financial Institutions and financial
markets.

Page | 15

d) Agriculture and rural banking :

Agriculture and Rural Banking deals with all business related to agriculture and allied
activities, Gold Loans, loans to SHGs and lending to government sponsored schemes.
Working Capital and Agriculture Term Loans for Poultry, Dairy, Cold storage units etc. are
also being offered to cater diverse needs of the farming community. The Bank has
accelerated retail agricultural lending at a few places in North India and Central India
especially in Rajasthan, Uttarakhand, Maharashtra, Gujarat and Madhya Pradesh.
ING Vysya Mobile App
ING Vysya bank's mobile app helps customers to check the balance and much more than a
conventional mobile app by simply downloading this app in their cell phones. With the help of
this app customers need not to go to the bank all the time for checking their balance in their
account.
ING Vysya Banks Financial Inclusion Initiatives:
Rural India accounts for roughly 70% of the population located in 6, 37,000 villages across the
country. Out of the 89.30 million farmer households 45.9 million do not have access to credit
either from the institutional or non institutional sources (NSSO 2008). Though the banking
industry has shown tremendous growth during the last few decades in all areas relating to
financial viability, profitability and competiveness, there are concerns that banks have not been
able to include certain segments of the population, especially the under-privileged sections of
society, into the fold of basic banking services. The financially excluded sections of society also
include the urban slum dwellers and migrant workers in urban areas. This has been an area of
concern and focus of the Government and Reserve Bank of India (RBI).

Page | 16

Several initiatives have been underway to empower the marginalized sections through awareness
and education and access to basic banking services such as savings, credit and insurance.
However data collated through various surveys indicate that for every 100 adult persons there are
only 17 credit accounts and 54 savings accounts with all the financial institutions put together
(June 2007), thereby highlighting the need for more concerted efforts from the Government,
Regulators and the Banks towards ensuring financial inclusion.
The term 'Financial inclusion' (FI) is defined as including the excluded sections of disadvantaged
and low income groups into the formal financial sectors by delivery of banking services at an
affordable cost. The services offered under FI constitute 'no frills' accounts, access to savings
products, providing easy and right quantum of credit at affordable interest rates, insurance etc.

ING VYSYA bank has drawn a three year plan to achieve Financial Inclusion objectives and has
taken up several steps in this regard. The highlights of these are:
a) They are providing Banking Services in 295 villages across the country.
b) As on September 2010, the Bank has opened 84000 No Frill accounts which has Covered
6.27 lacs persons under Financial inclusion.
c) Bank provides banking facilities to 12000 SHGs with credit facilities of Rs.100 crores.

ING VYSYA bank has been associated with Basaveswara Vidya Vardhaka Sangha, a registered
Society with over 100 years of existence. Sangha has a chain of institutes numbering over 120
covering all fields of education and established RUDSETI at Bagalkot with objective to identify,
orient, train, counsel, assist young people and to motivate and empower them to take up selfemployment venture by providing all the needed assistance. Since inception 13000 candidates

Page | 17

have been trained, out of which 8000 were women and 10,000 candidates were settled / linked
with finance by various banks in the district.
Bank has also devised various products for financial inclusion, namely
a)
b)
c)
d)
e)
f)

General credit Card Scheme.

DIR scheme.
Self Help Group (SHG) finance.
Kisan Credit Card
Zero Balance No Frill Accounts with OD facility
BC No Frill Accounts ( Payment to NREGP/SSP Beneficiaries)

Bank has adopted the Business Correspondent Model for extending the services in rural areas
and deepening financial inclusion in the unbanked areas in AP and Karnataka State. Presently
bank has two BCs for disbursing amounts to NREGP & SSP beneficiaries. The achievements so
far in this regard are :
a)
b)
c)
d)

Enrolled over 130446 beneficiaries.

Opened over 99631 accounts.
Issued 99631 Smart Cards.
Disbursed Rs. 26 Crs. to 36148 beneficiaries in AP.

OTHER INITIATIVES:
The Bank has its Competence Development Centre at Bangalore, where importance of Financial
Inclusion is emphasized in all other Training programmes held. The Bank also proposes to roll
out a separate Module on Financial Inclusion. Banks Financial Inclusion Plan (FIP) and the list
of villages taken up for providing banking services are displayed separately.
Product launch: New milestone rewards with ING Vysya debit cards:
ING Vysya Bank and MasterCard today announced the launch of ING MasterCard Premium
Debit Cards. Unlike other debit cards in the market this card comes with reward points based on
spend-milestones. While using debit cards for shopping is an increasing trend in India,

Page | 18

redemption of rewards points isn't. "Indian customers are using their debit cards to shop, debit
spends are increasing by 38 percent. Surprisingly however, Indian customers redeem only 18
percent of their reward points," said Shailendra Bhandari, MD and CEO, ING Vysya Bank.This
is primarily due to the way most reward points programmes work, where a certain number of
points have to be accumulated, at times with certain tie-up merchants. They also come with
expiry dates.
How this works:
Under the spend-milestone-based system, you need to spend a certain amount for two years, after
which you could choose the reward from a number of choices the banks offers. For instance, you
should spend Rs 2 lakh (Rs 7,500 a month), Rs 4 lakh (15,000 a month) or Rs 6 lakh (25,000 a
month) over two years with debit card. These cards are available in three variants, Titanium, My
World and World Exclusive. The fee for the card is in the range of Rs 0 to as much as Rs 750,
depending on the variant you choose.

Other features:
It offers zero percent fuel surcharge and other privileges like airport lounge access, higher ATM
limit withdrawals and the like.

1.4.3 Vision and Mission Statement:

a) Vision of ING Vysya Bank
The Vision statement of ING Vysya bank is to provide its customers with the most effective
solutions to help them best manage their financial futures, and creating long lasting value for
all stakeholders of the bank.

Page | 19

b) Mission of ING Vysya Bank

The mission of ING Vysya bank is to be the preferred bank of its customers through
operational excellence and international service quality; and of its employees with the highest
level of ethical and moral values.
c) Corporate Statement
ING Vysya Bank will be an entrepreneurial integrated financial services institution where
Innovation and Transformation are the way of life.

1.4.4 PRODUCT RANGE OF THE ING VYSYA BANK:

A) SAVINGS ACCOUNTS:
a)
b)
c)
d)
e)

Platina saving accounts

Orange saving account Zing saving account
Zwipe saving account
Basic saving bank deposit
Senior saving account

B) CURRENT ACCOUNTS:
a)
b)
c)
d)
e)
f)
g)

General current account

Comfort current account
Advantage current account
Flexi current account
Orange current account
Institutional current account
Platina current account

C) DEMAT ACCOUNTS
D) TERM DEPOSITS
E) DEBIT CARDS
F) CREDIT CARDS
G) FOREX SERVICES

Page | 20

H) CORPORATE SALARY ACCOUNT

I) INSTITUTIONAL ACCOUNTS
J) LOCKERS

1.4.5 SIZE OF THE ING VYSYA BANK:

a) In ING Vysya bank, there are 10059 employees who are working. The total number of
branches of the bank is 557 and total number of ATM of the bank is 405 .The total
number of extension counters are 10.
b) The turnover of the bank for the year 2013-2014 is INR 5588 crores (US$9.1
billion).This is the latest data of the bank which is reflected by 83 rd annual report of ING
Vysya bank for the year ended 2013-2014.

Page | 21

Types of saving accounts offered by other private banks

ICICI BANK
A) ICICI Savings Bank Account:
ICICI Bank is also offering the saving accounts as their products.

The ICICI Bank International debit card is a debit-cum-ATM card provides with the
convenience of acceptance at merchant establishments and cash withdrawals at ATM.

Money Multiplier Facility

Internet Banking is offered free of cost.

Anywhere Banking facility entitles the account holder to withdraw or deposit cash upto a
limit of Rs.50,000 across all ICICI Bank branches.

An average quarterly balance of Rs.10,000 only in metro and urban locations.

Nomination facility is available.

Interest is payable half-yearly.

Third party withdrawal limit is only Rs 15,000 and free demand draft making facility for a
month is only up to Rs 10,000. Free withdrawal limit from ATM card is only up to Rs 25,000 in
all accounts.

Page | 22

B) GOLD PRIVILAGE ACCOUNTS

The Gold Privilege Account brings the customer exclusive benefits, especially created for
valuable customers. The minimum quarterly average balance (QAB) requirement for Gold
Privilege account is Rs.50,000. Non-maintenance of the required QAB in any quarter attracts a
charge as per the following guidelines:
If QAB is between Rs.50,000 and Rs.25,000, charge of Rs.250 will be levied
If QAB is between Rs.25,000 and Rs.10,000, charge of Rs.500 will be levied
If QAB falls below Rs.10,000, charge of Rs.750 will be levied

C) TITANIUM PRIVILAGED ACCOUNT

This product from ICICI is mainly to serve privileged customer (upper class)
In constant endeavor to fulfill all the banking needs and enhance exclusivity ICICI Bank
launched Titanium Privilege Account - tailored to take care of customers banking and
investment requirements and status. This account offers a dedicated Branch Relationship
Manager supported with a Phone Banking Relationship Manager.
Customer can realize the benefits of a Titanium Privilege Account on the basis of his total
relationship value (TRV) with the bank. Customer need to maintain a TRV of between Rs. 5 lac
and Rs. 10 lac and a quarterly average balance (QAB) of Rs.75,000. In addition to this, there is
waiver of QAB charges, subject to FD of min. 3.75 Lac.
HDFC BANK
A) REGULAR SAVING ACCOUNT
An easy-to-operate savings account that allows customer to issue cheques, draw Demand Drafts
and withdraw cash. Customer can check balances from the comfort of his home or office through
NetBanking, PhoneBanking and MobileBanking.
Withdrawal of cash from any of the 3275 ATM centers spread across the country.

Page | 23

B) SAVING MAX ACCOUNT

Welcome to a world of convenience. HDFC has presented SavingsMax account, loaded with
maximum benefits to make banking experience a pleasure. By maintaining an average quarterly
balance of just Rs. 25,000/- customer can get a host of premium services from HDFC Bank.

C) PREFERRED BANKING ACCOUNTS

This account has been offered by HDFC for its preferred customers, so as to give special benefits
to them. The minimum quarterly available balance (QAB) that has to be maintained in this
account is Rs. 2,00,000

CLASSIFICATION/ CATEGORIZATION
So, for convenience of the project and comparison the different accounts can be classified
into three categories:

Category A
1. PLATINA ACCOUNT
(ING)
2. TITANIUM PRIVILAGED
ACCOUNT
ACCOUNT (ICICI)
3. PREFERRED BANKING
SAVING
ACCOUNT/PLATINUM

Category B
FORMULA SAVING
ACCOUNT (ING)

Category C
ORANGE SAVING
ACCOUNT (ING)

GOLD PRIVILAGED

SAVING

ACCOUNT (ICICI)

(ICICI)

SAVING MAX
ACCOUNT (HDFC)

REGULAR
ACCOUNT (HDFC)
(HDFC)

Service quality
ING Vysya Bank provides the top notch quality to its customers. They have so many special
features that no other banks provide till date, like:

Page | 24

1. Special cabin/room for its customers to wait and relax when there is a rush or when
customer is asked to wait for some time.
2. Fastest RTGS and NEFT services, which takes place within minutes.
3. A well behaving staff and special highly sensitive customer care department. This is head
by a well efficient customer care manager.
4. Account verification with in promised 5 days.
5. Doing things in the right way at right time.
6. It is the only Bank which provides the facility of withdrawal of 1 lakh rupees from any
ATM at one go.

1.4.6 Organization Structure of the Company

Page | 25

1.4.7 Market share & position of the company in the Industry

FINANCIAL FIGURES W
Page | 26

In Rs. Crores
YTD
YTD
2008

2007

Q3

Q3

2008-09

2007-08

172.7

144.9

Other Income

149

95.7

Total Income

321.8

Operating Profit
after Exceptional
Items

35.5%

21.6

6.4%
27.7

36.1%

279

887.8
585.0

30.4%

100

357

400

33.8%

81.7

106.5

487

55.9%

158.9

106.5

Provision &
Contingencies

19.2%

240.6

215.3

Operating Profit

growth

growth

Net Interest Income

Operating Costs

43.3%

637.5 39.3%

438

33.6%

302.8

199.5

51.8%

302.8

219.8

37.7%

-22.1%

84.7

33.9

150.1%

Profit before Tax

84.9

72.4

17.3%

218.1

186

17.3%

Provision for Taxes

32.8

29.6

11%

78.4

71.9

9.1%

21.8%

139.7

114 22.5%

Profit after Tax

52.1

42.8

Growth at ING Vysya Bank.

In terms of pure numbers, the performance over the decades can better be appreciated from the
following table:
Rs. in millions
Year Networth
1940

0.001

Deposits
0.400

Advances

Profits

0.400

0.001

Outlets
4
Page | 27

1950
1960
1970
1980
1990
2000
2001
2002
2003
2004
2005
2006
2007
2008

1.40
1.60
3.00
11.50
162.10
5900.00
6527.00
6863.24
7067.90
7473.20
7094.00
10196.70
11101.90
14260.00

5.30
20.10
91.50
1414.30
8509.40
74240.00
81411.10
80680.00
91870.00
104780.00
125693.10
133352.50
154185.70
204980.00

3.80
0.09
13.50
0.13
62.80
0.74
813.70
1.13
4584.80
50.35
39380.00 443.10
43163.10 371.90
44180.00 687.50
56120.00 863.50
69367.30 590.01
90805.90 (381.80)
102315.20
90.6
119761.70
889.0
146500.00 1569.00

16
19
39
228
319
481
484
483
456
523
536
562
626
677

Even in the recessionary period the ING Vysya Bank is going in profits. While other banks are
losing a big percentage of their expected profits.

ING Vysya Bank Q3 Profit up 22%

Continued Profit Growth sustained by Strong Fee Income Performance
The Board of Directors of ING Vysya Bank Ltd. approved the unaudited financial results of the
Bank for the quarter and period ended 31 December 2008 at its meeting in Bangalore at 23rd
January 2009.
FINANCIAL HIGHLIGHTS
Q3 Performance
Net Profit after Tax (PAT) for the quarter ended 31 December 2008 increased by 22% to Rs.52.1
Crores from Rs.42.8 crores for the quarter ended 31 December 2007 and Profit before Tax
(PBT) rose 17% to Rs.84.9 crores from Rs.72.4 crores.
However, excluding the impact of exceptional items reported in the quarter ended 31 December
2007, PAT grew by 70% and PBT by 57% over the same quarter last year.

Page | 28

Net Interest Income (NII) was up 19% to Rs.172.7 crores from Rs.144.9 crores and Fee &
Other Income increased by 56% to Rs.149.1 crores from Rs.95.7 crores in the prior year.
Nine months ended December08
The PAT for the period ended 31 December 2008 increased 23% to Rs.139.7 crores
fromRs.114.1 crores for the period ended 31 December 2007 and PBT grew 17% to Rs.218.1
croresfrom Rs.186.0 crores.
However, excluding exceptional items reported in the previous year, PAT increased by 40%
andPBT by 32% over the corresponding period last year. NII grew 36% to Rs. 487.2 crores from
Rs.357.9 crores and Fee & Other Income was up 43% to Rs. 400.6 crores from Rs. 279.6 crores
inthe previous year.
Business Highlights
Total Deposits grew 25% to Rs. 22,401 crores as at end December 2008 from Rs.17,871 crores
the year before. Current and Savings (CASA) deposits rose 8% to Rs.5,819 crores as at end
December 2008 from Rs. 5,406 crores as at end December 2007.
Advances grew 19% to Rs.16,014 crores in December 2008 from Rs. 13,409 crores in December
2007. Total Assets of the bank registered a 30% growth to Rs.29,050 crores. The Credit Deposit
Ratio was at 71.5% in December 2008 against 75.0% in December 2007.
The Gross NPA ratio and Net NPA ratio were at 1.84% and 1.09% respectively as at 31
December 2008 compared to 1.81% and 0.71% respectively as at 31 December 2007. The net
worth of the Bank as at 31 December 2008 stood at Rs.1,568 crores compared to Rs. 1,459
crores as at end December 2007 and the Capital Adequacy Ratio stood at 10.72% in December
2008. In October 2008, the bank increased its capital through the issue of Tier 1 Perpetual debt
amounting to approx. Rs.95 crores. Subsequent to the quarter end, the Bank raised an additional
Rs.200 crores of Upper Tier 2 capital which has been subscribed entirely by ING Group.

ING Vysya FOUNDATION (ING CSR)

Page | 29

World over ING has strengthened its name as a good corporate citizen. The ING Chances for
Children initiative (CFC) a global program in partnership with UNICEF is to educate 50,000
underprivileged children in three countries, Ethiopia, India and Brazil by 2008. In India the focus
is primarily in the districts of Dharampuri and Krishnagiri in Tamil Nadu. Through the national
Child labor Elimination (NCLP) bridge schools, ING provides much needed support to UNICEF,
to fund, monitor, and provide children with quality primary education
The Indian arm of the Chances for Children programs is run by the support of ING business units
in India (ING, ING Life Insurance and ING Investment Management) through the ING Vysya
Foundation.
The Foundation was set up almost 3 year ago and was actively involved in the post Tsunami
rehabilitation of the victims. ING Group set up a dedicated Tsunami Support account. In India,
the Foundation partnered with five NGO providing much needed financial support, from
rebuilding of schools to providing fishing boats, giving much needed hope to destroyed lives.
The Indian chapter of CFC involves the partnership of the Foundation with 7 NGO working in
primary education. Not only does the Foundation provide much needed financial support to these
organizations but also runs strong voluntary programs giving the employees a chance to meet the
children, work with them and take ownership and responsibility for the vision of its partners. The
Foundation creates systems that ensure CSR activities within the organization. Various programs
are initiated with the employees, whether it is taking 100 children for a day out to the
planetarium or watching a film with them. It collectively influences the culture of the
organization; and also provides the employees with an opportunity to contribute to the vision of
the organizations CSR.
Recently ING Vysya Foundation launched its initiative Run Ricky Run. In this initiative, for
every run Ricky makes the Foundation will sponsor one child to go to school through its
association with its NGO partner in Bangalore, SUKRUPA.

Page | 30

CHAPTER - 2

LITERATURE REVIEW

Page | 31

CHAPTER- 3
RESEARCH METHODOLOGY

Page | 32

.
3.1 RESEARCH METHODOLGY
All the conclusions are based on the survey done in the working within the time limit. I tried to
select the sample representative of the whole group during my training. I have collected data
from people linked with ING VYSYA BANK and OTHER BANK
RESEARCH PLAN:
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.
.Exploratory Study: To determine the approximate area where the problem lies.
RESEARCH DESIGN:

Page | 33

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 help to validate the analysis of secondary data besides on unrevealing the
areas which calls for improvement.
DEVELOPING THE RESEARCH PLAN:
The data for this research project has been collected through self Administration. Due to time
limitation and other constraints direct personal interview method is used. A structured
questionnaire was framed as it is less time consuming, generates specific and to the point
information, easier to tabulate and interpret. Moreover respondents prefer to give direct answers.
In questionnaires open ended and closed ended, both the types of questions has been used.
COLLECTION OF DATA:
1: Secondary Data:
It was collected from internal sources. The secondary data was
collected on the basis of organizational file, official records, news
papers ,magazines, management

books, preserved information in the companys database and website of the company.
Primary data:
All the people from different profession were personally visited and interviewed. They were the
main source of Primary data. The method of collection of primary data was direct personal
interview through a structured questionnaire.
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: Different Account Holder and Service receiver from the bank
Sample Technique: Random Sampling.
Research Instrument: Structured Questionnaire.
Contact Method: Personal Interview.
SAMPLE SIZE:

Page | 34

My sample size for this project was 100 respondents. Since it was not possible to cover the
whole universe in the available time period, it was necessary for me to take a sample size of 100
respondents.
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
necessity of the data to be collected
DURATION OF THE STUDY
Duration of the study is 6 weeks

CHAPTER- 4
DATA
INTERPRETATION
AND ANALYSIS

Page | 35

Comparative analysis of saving accounts:

a. Basic Saving Accounts (Category C)

Page | 36

PARTICULARS
ACCOUNT NAME

HDFC
ICICI
Saving Regular Savings

ING Vysya
Orange
Savings

Account

Account

Account

Rs10,000

Rs 10,000

Rs. 5,000

AVERAGE QUATERLY
BALANCE

AQB MAINTAINANCE Rs 750.00 per Rs

750.00 Rs

CHARGES

quarter quarter Only.

SWEEP OUT FACILITY

quarter Only.

per

Available

Only.
N.A

Available

N.A

Unlimited

3
FREE TRANSACTIONS

750.00

per

per

month

from
SBI/Andhra

from

any banks ATM

Bank ATM
THIRD PARTY CASH N.A

Rs.15,000

Rs.25,000 per day

WITHDRAWL/DEPOSIT
NET BANKING

Free

per day
Free

Free

MOBILE BANKING

Free

Free

Free

b. Preferred Saving Accounts (Category B)

Page | 37

PARTICULARS

HDFC

ICICI

ING Vysya

Account name

SAVING MAX
ACCOUNT

GOLD
PRIVILAGE
D ACCOUNT

FORMULA
SAVING
ACCOUNT

AQB (Average Quarterly

Balance)

25,000

50,000

25,000

Free DD

Upto 50,000/qat

N.A.

Upto 50,000/qat.

Third Party Cash Deposit

Upto 15,000

N.A.

Upto 25,000

Smart-serv

N.A.

N.A.

Present

Free Transaction

6 in a year

N.A.

Unlimited

Special Features

Direct
Bill Payments
from accounts

Jump Que Facility

Present

Preference
rates on gold
coins
N.A.

12 annual passes of
famous night clubs
and restaurants,
across India
Present

c. Privileged Saving Accounts (Category A)

Page | 38

PARTICULARS

HDFC

ICICI

Account Name

Privileged
Platinum

Titanium

Platina

QAB (Quarterly
Available Balance)

2,00,000

75,000 + TRV
of 5 to 10 lac

1,00,000

DD/PO Wavier

Available upto
50,000

N.A.

Available upto
50,000

PAP books

Unlimited

unlimited

unlimited

N.A.

Available*

One Lakh Cash

withdrawal from any
ATM

N.A.

ING Vysya

Cash Back Offer on

Shoping*

N.A.

N.A.

1 to 2 %

Cashnet enabled
credit/debit card

N.A.

N.A.

Available

4.1 DATA ANALYSIS AND INTERPRETATION

Page | 39

A) SAVING ACCOUNTS OF RESPONDENTS IN THE BANK

As per the data collected and analyzed, most of the people in Muzaffarnagar have chosen ICICI
Bank for their banking. It is because ICICI was the first private banking player in the newly
formed state (U.K.) they hold the accounts of 51% of the respondents. Next rank comes to
HDFC with 31% of accounts. ING has captured 18% (speculative) of the market share within 6
months of its establishment in the State.

Page | 40

B)KNOWLEDGE OF THE ACCOUNT AND SERVICES ASSOCIATED.

Page | 41

C) QUARTERLY AVAILABLE BALANCE THAT HAS TO BE MAINTAINED

It is the amount which one has to maintain for a single quarter. 45% of the respondent were
maintaining 5,000 rupees. 35% were maintaining nothing, 12% were holding 10,000 as their
QAB. And 8% were holding more than 10,000 rupees.Out of 45% of the respondents who
maintain 5,000 rupees as their QAB, most of the respondents are having account in ICICI and
ING Vysya bank.

Page | 42

D) BANK PROVIDING SPECIAL FACILITY LIKE smart-serve

Smart serv is type of special services in which a person can send/present gifts to any of his/her
known in any of the city by just telling your banker the address of the person. The gift will be
purchased and will be delivered by the bank only, and the amount for the gift will be
automatically deducted from the senders account.
10% of the people who were really enjoying some of the special services provided by bank were
found to be associated with ING Vysya Bank.

Page | 43

E) PEOPLES RATING: ACCORDING TO THEIR PERCEPTION

51% of the people have rated ICICI Bank as 1st, this is because of wide market share of ICICI
Bank. 2nd Rank has been awarded to HDFC Bank by approximately 23% of respondents. 3rd
rating is given to ING Vysya bank by approx. 15% of the respondents. And last comes AXIS
Bank. Thus ING Vysya is better than AXIS and HDFC Bank in its Marketing Strategy.

Page | 44

F) PEOPLES MOST FREQUENT POINTS OF INTERACTION WITH BANK

All of the bank customers interact most frequently with the bank by doing their transactions from
ATM. 35% of them visit branch quite often and 35% of the respondents also go for phone
banking. Internet Banking is the 2nd most point of interaction of bank and the customer. People
who use Internet banking and mobile banking were found to be associated mainly with ICICI
and ING Vysya Bank. ING Vysya is having best Internet banking attributes. This implies the
technological advancement in Muzaffarnagar Citizens.

Page | 45

PERCEPTION OF RESPONDENTS ABOUT THEIR BANK/S

4 - Most/excellent
2- Fair

3- Reasonably good
1- Disappointing

1. Most of the people who are associated with ING Vysya Bank found their Bank charges
quite nominal and well justified. About 97% of the ING Vysya customers state the same. Even
AXIS Bank is charging best rates of charges to its customers. ICICI customer agrees that they
think of getting better bank charges.
2. People have ranked ICICI at the top notch for its 12hrs. working hours 8 to 8. Even
ING Vysya operates from 10 to 7, which is 2 hrs. more than HDFC and AXIS. Therefore ING
Vysya Bank has an edge over AXIS and HDFC as per working hours.
3. 80% people have again rated ICICI as one of the best banks location wise. Its large no.
of branches provides access to bank anywhere. As ING Vysya has got number other branch in
Uttar Pradesh it has been rated lowest as per most of the respondents and ING Vysya customers.
According to respondents even AXIS and HDFC bank have no. of branches and are located at an
accessible location.

Page | 46

4- Most/excellent
2- Fair

3- Reasonably good
1- Disappointing/least

4. Almost all respondents who are in connection with ING Vysya Bank have rated it best
in the customer care services. 55% of the respondent who are associated with HDFC Bank have
rated HDFC, reasonably good in customer care services. But customer of ICICI and AXIS Bank
are not very much delighted with customer care services of their bank. This way ING Vysya has
got an advantage of delivering excellent customer care services.
5. In case of Behavior of the Staff most of the ING Vysya customers have rated ING
the best. Almost 100% of the ING customers are well satisfied with their bankers behavior. On
the other hand 72% customers of ICICI bank and other respondents as well have ranked ICICI as
very disappointing as per behavior of the staff. Most of them stated that when they visit branch,
any of the employee there, hardly pays full attention towards them. Even some of the preferred
customers have to stay in a cue or have to wait for long to get their job done by the bank. HDFC
and AXIS Bank has been rated reasonably good by the respondents as far as behavior of the staff
is concerned.

Page | 47

6. With the criteria of Variety of Accounts, people have rated ICICI as the top one. This is
because ICICI is having bank accounts for the different customers with different needs. They
have account for old age citizen, pension account, kids account of various types and many more.
Where as ING Vysya has been rated least, because they are operating with only 3 types of saving
accounts in the city.

4- Most/excellent

3- Reasonably good

2- Fair

1- Disappointing

7. Most of the ING Vysya customers are happy with processing speed of their banking
transactions. ING Vysya Bank boasts about delivering the commitment. According to the ING an
account takes 5 days for activation.
8. The queries handling is done very well by ING Vysya bank according to the
respondents. 57% of the ICICI customers are unhappy with the bank regarding their queries
handling. Whereas AXIS Bank has been rated good.

Page | 48

VARIABLES INFLUENCING ACCOUNT OPENING IN A PARTICULAR BANK.

1) I will prefer, if my friend recommends me to open an account in a particular bank.

( WORD OF MOUTH)

According to the respondents, they mainly disagree for opening a bank account on their
friends or relatives recommendation. And to 27% of the respondents it doesnt matter.
Very few people agree to the recommendation. This means that the WORD OF MOUTH
is not an essential marketing channel for opening an account in bank. People first try to
find the real facts by their own.

2) I am very cautious about Average Quarterly Balance non-maintenance charge. (QAB)

Page | 49

Many people are bothered about their QAB, and to 23% people QAB doesnt mean
much. According to them they were never charged for not keeping enough QAB.
3) I am generally motivated by the television add for saving bank account.

Most of the respondents were unaware of the new advertisements of various banks. For
them it hardly plays any important role in capturing market share.
Page | 50

4) I am generally bothered about the distance between my home and

Most of the respondents were very much bothered about the distance from their bank and home.
That implies that PROXIMITY to bank is one of the very BOLD VARIABLE for account
opening.

5) I give preference to instant alert, net banking and phone banking.

Page | 51

Most of the Customers strongly agree that they give preference to instant alert about the
deposits and withdraw in their accounts by the bank. They also prefer the facility of net
banking and phone banking as it gives them ease for banking.

6) I give importance to the third party cash deposits and withdrawal.

Page | 52

SWOT ANALYSIS
Strengths

Weakness

Page | 53

ING as one on the biggest financial

MNC. 7th in 500 fortune
Only foreign bank which has acquired
an Indian private bank (Vysya Bank)
Higher rate of interest than other
private banks
Most of the financial plans are legalized
under 80(ccc)
Top notch customer care and staff
behavior
Unique features with different kinds of
accounts
Working hours

Opportunities

Very few branches

Less variety of financial/banking
products
Location

Threats

New segment of doctors, students and

CAs as they like innovation in their
financial needs and like to enjoy the
services.
High class (upper strata) population of
city
Increase in different kind of financial
products
NGO and Public Relations

Presence of two top private banking

players in the market (ICICI & HDFC)
Large market share already captured
Non willingness of Muzaffarnagar
citizens to change for something new,
or to try innovation in their banking.

CHAPTER - 5

Page | 54

SUMMARY AND CONCLUSION

The study conducted directs toward the Private Banking scenario in Delhi. Study suggested that
a large market share has been captured by ICICI Bank and HDFC Bank. Out of two ICICI is
Page | 55

enjoying the maximum market share. This is probably because of the reason that ICICI was the
first private bank in the state as well as in city.
Most of the people know about the account and services associated with it. Most of the people
are maintaining 5,000 rupees as QAB in their private banking account, but most of them except
ING Vysya customer are unaware of the special facilities available.
People have ranked ICICI bank as best in the city. This is may be due to the oldest persistence of
ICICI bank in the city. They have rated HDFC as 3rd and ING Vysya as 2nd.
Almost everyone comes in contact with their bank by the use of ATM machines. 80% of the
respondents were using internet banking that implies high literacy rate in the city.
People think that the staff of ICICI does not behave well with their customers but ING Vysya
customers are glad with the staff of ING Vysya Bank. But on the other hand ICICI customers are
very happy with the working hours of ICICI bank. HDFC customers are a bit unhappy with the
working hours of their bank.
People are very much bothered by the distance between their home and the bank. They believe
that this a major issue which influence the customer to open an account in any bank. Most of the
people are not entertained by the television advertisements about various banks. Even word of
mouth has not been proved as strong marketing channel about banking. It implies that for
banking customer is looking at the commitment, real facts, distance between their home and
bank, behavior of the banker, QAB and many more.

LIMITATION

Page | 56

ING Vysya Bank have a very few branches in Northern India

Customer are not aware about the ING Vysya Bank
ING Vysya Bank have fewer banking/financial product compare to other
ING Vysya Bank have very few ATM .
Research is only done in Muzaffarnagar city
Research is self-financed so money is a major constraint
Respondents are biased toward their current bank.
Time is 6 weeks, so much of economic fluctuations are not seen

Page | 57

RECOMMENDATION
Many of the respondent are not aware about their key services. Bank has to take some
initiatives.
Bank can post a list of services that they can rendered to the customer inside the bank
premises.
ING Vysya Bank has to improve its brand image i.e. create a position in the mindset of the
customer.
It should more emphasize on advertisement. Advertisement is a most powerful tool for
position and brand in the mindset of customer.
ING Vysya Bank should ask for their customer feedback to know whether the consumer are
satisfied or dissatisfied.
Due to intense competition in the financial market. ING Vysya Bank should adopt better
strategy to attract more customer

Page | 58

BIBLIOGRAPHY
WEBSITES

www.ingvysyabank.com
www.icicibank.com
www.hdfcbank.com
www.moneycontrol.com
www.economictimes.com
www.blackle.com

India Today
Chronicle
Business World
Business Today

BOOKS

ANNEXURE

Page | 59

Questionnaire
Comparative analysis of saving bank accounts of different private sector banks
Dear respondent,
We are conducting a research to know the general perception and attitude of customer towards
the products & services that are offered by ING Vysya Bank & other private banks (ICICI &
HDFC) in Muzaffarnagar. The information will be valuable input for the research and we assure
you that the information will be kept confidential. We hope that you will co-ordinate with us and
give quite a few minutes from your precious time and give the genuine answer.

Personal Details:Name:Gender :-

Age:Address:Occupation:-

Service
Professional
Businessman

Educational Qualification:-

Others (Please Specify)..

Under Graduate
Graduate
Post graduate

Page | 60

Phone no.(Optional):Annual Income:-

Below 1 Lac
1 Lac 3 Lac
3 Lac - 5 Lac
Above 5 Lac

1) Do you have a saving account in any of the Private banks in Muzaffarnagar ?

a) Yes
b) No

2) In which of the following banks do you have saving bank account?

1. ING Vysya Bank
2. ICICI Bank

4. Any Other Bank

3. HDFC Bank
(Please

Specify)

3) Do you have complete knowledge of the saving account and services associated with
that account you have?
a) Yes
b) No
c) Cant say
4) Are you a preferred/privileged customer of your bank?
a) Yes

b) No

Page | 61

5) Mobile Banking How much Quarterly Available Balance (QAB) you need to maintain?
a. Nil
b. 5,000
c. 10,000
d. More than above
6) Does your Bank provide you some special services like, smart serve, mi-banking?
a. Yes
b. No
7) Please rate the following banks on the scale of 4 where 1is the least and 4 is the most
according to your perception you are having for reputation of the banks.
ING Vysya
Bank

ICICI Bank

HDFC Bank

Axis Bank

8) What is your most frequent point of interaction with the bank?

Visit Branch
ATM
Phone Banking
Drop Box
Internet Banking

Page | 62

9) Please rate the following banks on the basis of your perception about the given attributes
out of 4, where 1 is the least/disappointing and 4 is the most/excellent

S.NO

ATTRIBUTES

1.

Bank charges

2.

Customer care

3.

Variety of saving bank account

4.

Behavior of the staff

5.

Working Hours

6.

Location

7.

Personalized attention

8.

Processing Speed

9.

Grievance/queries handling

ING
Vysya
Bank

ICICI
Bank

HDFC
Bank

Axis
Bank

10) Please rate the following variables which influence you when it comes to open an
account on the scale of 1 to 5 where 1 is strongly disagree and 5 is strongly agree.
SL
NO

STATEMENTS

SRONGLY
STRONGLY
DISAGREE AGREE
Page | 63

1
1

I will prefer, if my friend recommends me to

open an account in a particular bank.

I am very cautious about Average Quarterly

Balance non-maintenance charge.

I am generally motivated by the television add

for saving bank account.

I m generally bothered about the distance

between my home and the Bank.

I prefer saving bank account as it is popular.

I give importance to DD and cheque facility in

saving bank account.

I give preference to instant alert, net-banking,

phone banking, and mobile banking.

I give importance to the third party cash

deposits and withdrawal.

Any other suggestions regarding the bank please mention:

.
Tthank you for your cooperation for devoting your valuable time and sharing the valuable
information with us which will help us to complete our project successfully.
Place
Date..
Signature of the respondent

Page | 64

Page | 65