Escolar Documentos
Profissional Documentos
Cultura Documentos
On
“Create Awareness of Bank’s Product offered
by ING-Vysya Bank in Bareilly
(4 May - 20 July)
SUBMITTED TO
2 2
In the last but not the least, my grateful appreciation
is also extended to Prof. David Easow (Head of RBA
Department), Ms. Varsha Solanki (Coordinator RBA
Department), Mr. Nishikant Bele (Faculty EMPI) and
also my thanks to all my faculties’ members, Parents and
friends.
However, I accept the sole responsibility for any
possible errors of omission and would be extremely
grateful to the readers of this project report if they bring
such mistakes to my notice.
MUKHAR GOEL
3 3
Preface
Decision-making is a fundamental part of the research
process. Decisions regarding that what you want to do,
how you want to do, what tools and techniques must be
used for the successful completion of the project. In fact it
is the researcher’s efficiency as a decision maker that
makes project fruitful for those who concern to the area of
study.
Basically when we are playing with computer in every part
of life, I used it in my project not for the ease of my but for
the ease of result explanation to those who will read this
project. The project presents the role of financial system in
life of persons.
I had toiled to achieve the goals desired. Being a
neophyte in this highly competitive world of business, I
had come across several difficulties to make the
objectives a reality. I am presenting this hand carved
efforts in black and white. If anywhere something is found
not in tandem to the theme then you are welcome with
your valuable suggestions.
4 4
DECLARATION
I hereby declare that the project entitled “Create
Awareness of Bank’s Product offered by ING-Vysya
Bank in Bareilly” submitted in partial fulfillment of the
requirements for the Post Graduate Program in Research
& Business Analytics is my original work and not
submitted for the award of any degree, fellowship,
diploma, or any other similar title or prizes.
An attempt has been made by me to provide all
relevant and important details regarding the topic to
support the theoretical edifice with concrete research
evidence. This will be helpful to clean the fog surrounding
the various aspect of the topic.
I hope that this project will be beneficial for the
Organization.
5 5
TABLE OF CONTENTS
S.NO TOPIC PAGE
NO.
1 Company Overview 7
2 Origin of ING Group 8
3 Company Profile 9
4 Mission 9
5 New Identity 10
6 Milestones in the journey of 11
ING-VYSYA bank
7 Balance-sheet 13
8 Profit & Loss Account 14
9 Cash Flow 15
10 Board of Directors 16
11 Synopsis 17
12 Facts about ING VYSYA 20
13 Products 22
14 Executive Summary 54
15 Introduction of Banking Industry 56
16 Training session on Selling Skills 66
17 KYC 77
18 Research methodology 80
19 Analysis of Data 88
20 Conclusions & 94
Recommendations
21 Questionnaire 98
22 Bibliography 102
6 6
Company Overview
7 7
together to form a bank that would extend a helping hand
to those who weren't privileged enough to enjoy banking
services.
It's been a long journey since then and the Bank has
grown in size and stature to encompass every area of
present-day banking activity and has carved a distinct
identity of being India's Premier Private Sector Bank.
8 8
company called “Internationale Nederlanden Group”.
Market circles soon abbreviated the name to I-N-G. The
company followed suit by changing the statutory name to
“ING Group N.V.”.
Profile
9 9
in markets where ING can create value.
10 10
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 300
1996 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
11 11
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,
Smartserv, personal
assistant service, Save &
Secure, an account that
provides accident
hospitalization and
insurance cover,
Sambandh, the International
Debit Card and the mi-bank
net banking service.
2002 ING takes over the
Management of the Bank
from October 7th , 2002
2002 RBI clears the new name of
the Bank as ING Vysya
Bank Ltd, vide their letter of
17.12.02
2003 Introduced customer friendly
12 12
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 Introduced Solo - My Own
Account for youth and
Customer Service Line –
Phone Banking Service
(Rs.i
n crores)
Mar’08 Mar’07 Mar’06
Sources of funds
Owner’s fund
Equity share capital 102.47 90.90 90.72
Reserves and surplus 1323.67 901.60 817.41
13 13
Loan Funds
Secured loans Nil Nil Nil
Unsecured loans 20,498.20 16,411.09 14,243.39
Total 21,924.20 16,411.09 14,243.39
Uses of Funds
Fixed assets
Gross Block 706.82 681.06 676.23
(-)Revaluation 109.52 110.78 111.54
reserve
(-)Accumulated 429.31 394.33 383.02
depreciation
Net Block 167.99 175.95 181.67
Capital WIP 121.70 109.24 112.20
Investments 6293.32 4527.81 4372.34
14 14
Profit & loss account of ING-VYSYA Bank Ltd.
(Rs in
crores)
Expenses
Personnel 302.39 238.48 234.19
expenses
Selling Expenses 4.28 3.49 5.36
Administrative 299.90 296.56 295.43
expenses
Cost of sales 606.56 538.53 534.98
Operating profit 195.03 139.38 45.01
Other recurring 121.62 56.87 31.56
Income
Adjusted PBDIT 316.66 196.26 76.57
Financial 1182.05 859.31 741.25
expenses
Depreciation 38.93 37.98 37.20
Other write offs Nil Nil Nil
Adjusted PBT 277.72 158.27 39.37
Tax charges 94.53 38.72 12.46
Adjusted PAT 151.57 83.92 6.01
Non-recurring 3.38 4.99 3.05
items
Reported net 154.95 88.91 9.06
profit
Earnings before 173.39 90.20 -25.55
15 15
appropriation
Equity dividend 15.37 5.91 Nil
Preference Nil Nil Nil
dividend
Dividend Tax 2.61 1.00 Nil
Retained 155.41 83.29 -25.55
earnings
Cash flow
(Rs in crores)
Mar’08 Mar’07 Mar’06
Profit before tax 251.46 127.63 21.52
Net cash flow- 1426.23 308.12 -202.67
operating activity
Net cash used in -35.55 -17.62 -74.90
investing activity
Net cash used in 202.38 177.87 286.41
16 16
financial activity
Net 1593.06 468.37 8.84
increase/decrease
in cash and
equivalent
Cash and 1591.70 1123.33 1114.50
equivalent at the
beginning of the
year
Cash and 3184.76 1591.70 1123.33
equivalent at the
end of the year
Board of Directors
4 K R V Subrahmanian Director
5 M Damodaran Non-Executive
17 17
and Non
Independent
Director
6 Philipee Damas Additional Director
7 Ramakrishnan Subramanian Director
8 Richard Cox Additional Director
9 Ryan Andrew Padgett Director
10 Santosh Ramesh Desai Additional director
11 Vaughn Nigel Richtor Managing Director
and Chief
Executive Officer
12 Wilfred Nagel Additional Director
Synopsis
18 18
Data Collection
Research Design
• Problem identification
Sampling Technique
Convenience sampling
• It is purposive or non-probability sampling.
19 19
Research technique
Conclusive research
• This type of research helps in reaching certain
conclusions and also in taking decisions.
Assets Liabilities
Fee Income
Savings Fixed products
account Depoits
21 21
Demat
account
Products
Key Features:
22 22
Free Unlimited ATM transactions at over 25,000
(Cirrus/Cash net) ATM's in India, where QAB is
maintained.
Free Unlimited ATM transactions at over 196 ING
Vysya ATM's.
Free 2 Demand Drafts with a value not exceeding
Rs. 50,000 per annum, where the QAB is maintained.
Free Unlimited usage of payable at par (PAP)
Cheques.
Free Transfer of funds across all branches.
Free National Electronic Funds Transfer (NEFT)
through the internet banking channel.
Free Electronic Bill Payment service
Free Smartserv - Personal Assistance Service
Free Statement of Account through E-mail.
Free Mi-b@nk - Internet banking facility.
Free RTGS (Real Time Gross Settlement)
transactions at all branches.
Free AAA Cash deposit (Customers) - Free up to 2
transactions per month and a value limit of Rs.
50,000/-.
Free Up gradation from any other savings account of
the Bank to the Orange Savings Account at no
additional cost.
23 23
Benefits:
Eligibility:
Individuals above the age of 18.
Upwardly mobile tech savvy professionals,
entrepreneurs in metros and urban areas.
Guardians on behalf of minors.
Salaried individuals.
Trusts / Societies and Charitable Institutions
Key Features:
24 24
ATM network and Corporation Bank ATM network
6 Free ATM transactions per month at 25,000
(Cirrus) ATMs
Free ING Vysya International Debit Card.
Re-issue charged at Rs. 200/- per request
Shopping convenience at over 200,000 merchant
locations.
Free issue of personalized chequebooks.
Free 2 D.Ds / P.Os not exceeding a value of Rs.
10,000/- per month.
Free transfer of funds across all the branches of ING.
Free Bill Pay service at select centres.
Free Bill Pay service at select centres.
Internet banking facility. (Mi-b@nk).
Free Customer Service Line
Free joint account status with one other family
member
Adhoc Checkout* (Temp Overdraft) to an extent of 50
% of the last salary credit charged at 18 % for the
number of days overdrawn. Service Charge of
Rs.100/- for every month that the account is
overdrawn..
Free for life ING Vysya Credit Card based on
customers eligibility.
25 25
AAA Cash deposits are restricted to two transactions
with a value not exceeding Rs. 50,000/- per month.
Benefits:
The quarterly average balance of Rs. 5000/- is
waived as long as the employee is employed with the
corporate. (Zero Balance Account).
Enhanced Accessibility - Unlimited access to ING
Vysya and Corporation Bank ATM’s and 6
transactions at Cirrus ATM’s per month.
Free multi-city, multi-branch banking convenience.
Minimum documentation supported by an official
communication from the corporate.
No restriction in the number of transactions in the
account
Eligibility:
26 26
than Rs. 10,000/- per month.
Where there is a joint account holder, the normal
KYC norms need to be adhered to for the joint
account holder
Preferably corporate to have a current account with
ING.
Key Features:
27 27
Free ING Vysya International Debit Card
Re-issue charged at Rs. 200/- per request.
Shopping convenience at over 200,000 merchant
locations.
Free issue and unlimited usage of Payable at Par
cheque books.
Free transfer of funds across all the branches of ING.
Free Personal Assistance Service - Smartserv at
select centres.
Free Bill Pay service at select centres.
Free statement of account through e-mail.
Internet banking facility. (Mi-b@nk)
Free Customer Service Line.
Free joint account status with one other family
member.
Adhoc Checkout* (Temp Overdraft) to an extent of 50
% of the last salary credit charged at 18 % for the
number of days overdrawn. Service Charge of
Rs.100/- for every month that the account is
overdrawn.
Free for life Credit Card based on Customers
eligibility
AAA Cash deposits are restricted to two transactions
with a value not exceeding Rs. 50,000/- per month
28 28
Benefits:
The quarterly average balance of Rs. 5000/- is
waived as long as the employee is employed with the
corporate. (Zero Balance Account).
Eligibility:
29 29
20.
Key Features:
30 30
shopping outlets across the country.
Free & unlimited access to all ING ATM's.
Free 30 transactions per annum at HDFC & Corp
Bank ATM's.
Free Multi branch, Multi-city banking convenience.
Free Fund transfers within the Profile network
through E-banking channels.
Internet Banking through Mi-b@nk.
Free access to the Customer Service Line.
Personalized Chequebook above 18 years of age.
Smartserv & SMS Alerts at Rs. 100/- per annum.
No restriction in the number of transactions in the
account.
Bill Pay facility.
Financial transactions at the branch will be charged
at Rs. 50/- per transaction.
In the course of normal operations, if the account is
overdrawn, interest will be charged at 13 % per
annum, for the number of days overdrawn.
Demat Account for electronic storage of shares.
Benefits:
31 31
Independent Bank account.
Wide Accessibility through Corporation & HDFC
ATM's.
E-channels to make banking convenient to the
student.
Freedom Account
Key Features:
Quarterly Average Balance to be maintained in the
account reduced to zero. (Zero Balance Account).
Unlimited ATM transactions on all ING Vysya ATM's.
Free four ATM transactions per month in over 25,000
other Bank ATM's in India.
Shopping convenience at over 200,000 merchant
locations, with the ING Vysya International Debit
card.
Free issue of Personalized chequebooks.
Free Electronic Bill Payment service -at select
centres.
Free Transfer of funds across all networked
branches.
Free Statement of Account through E-mail at no
charge.
32 32
Mi-b@nk - Internet banking facility
Customer Service Line facility
Conversion from other type of accounts to the
Freedom Savings Account is not allowed.
Annual Maintenance Charge of Rs.1000/- + taxes to
be collected in advance, upfront from the Customer
every year.
Benefits:
Eligibility:
33 33
Salaried individuals.
Trusts / Societies and Charitable Institutions
Key Features:
34 34
Free issue of Personalized chequebooks.
Mi-b@nk - Internet banking facility.
Free Customer Service Line facility.
Benefits:
Basic banking account without any frills.
Service charge for non-maintenance of QAB is only
Rs. 200 + taxes per quarter.
Free Multi branch, Multi-city banking convenience.
Eligibility:
Individuals above the age of 18.
Upwardly mobile tech savvy professionals,
entrepreneurs in metros and urban areas.
Guardians on behalf of minors.
Salaried individuals.
Trusts / Societies and Charitable Institutions.
Key Features:
35 35
Penalty for non-maintenance of QAB will be Rs. 45/-
per quarter.
Free issue of personalized chequebook.
Free 4 Cash transactions per month at the base
branch through withdrawal slips.
Over and above 4 transactions per month, every
additional transaction during the month will be
charged at Rs. 20/- per transaction.
Free annual Statement of Account.
Benefits:
Very low quarterly average balance.
36 36
Basic banking facilities - with a view of financial
inclusion.
For the reach of banking facilities to a vast section of
the population.
Benefits of technology extended at a negligible cost
Eligibility:
37 37
Now you don’t need to carry around large amounts
of cash to shop, travel or entertain. Whether your
purchase is planned or on impulse, all you need is
your ING Formula debit card
Easy pit stops
Need cash? Just step into any one of our ATM’s or
member ATM’s and withdraw cash up to Rs. 50,
000/- a day from ING ATM
What’s more, utilize this facility at over 25,000 ATM’s
across the country, free of charge.
Safety Car
The debit card in your hands is the safest way to
transaction
Special Benefits card
Fuel Gauge
Speed Lap
38 38
required amount fill in the details on the form and
send it to us for us to send you the Formula One
merchandise absolutely free.
Race Day
Eligibility
39 39
Individuals above the age of 18.Guardians on behalf
of minors.
Guardians on behalf of minors.
Salaried individuals.
Average Quarterly balance amount of Rs25000/- to
be maintained
40 40
individual risk preferences.
Simple documentation and easy processing of the
policy.
Key Benefits
Eligibility
41 41
Service Charges/Amount
ING Formula
Details ING Platina
Savings
Account
Account
Quarterly Average Balance (QAB*) Requirement
1.Requirement to
maintain Platina
status
2.Requirement to
Rs.1,00,000/- NIL
avoid non-
Rs.5,000/- NIL
maintenance
charges
NIL Rs.25,000/-
3.*Quarterly
Average
Balance(QAB)
Requirement
Service Charges for Non-Maintenance of Quarterly Average
Balance (QAB)
1.First two calender No charge; NIL
quarters if QAB > = Platina status
Rs. 5,000/- retained NIL
2.First two calender
quarters if QAB < Rs. 600/- per NIL
Rs. 5,000/- quarter; Platina
42 42
status retained
3.After first two
calender quarters if Rs. 600/- per
QAB < Rs. 5,000/- quarter; Platina
Rs. 750/-
4.Quarterly service status
charges for non withdrawn
maintenance of QAB
NIL
General Charges
Statement of
Accounts
Free Quarterly NIL
1.Where QAB is Free Yearly NIL
maintained NIL Free Quarterly
2.Where QAB is not
maintained Rs. 750/- p.a. NIL
3.Statement of Rs. 400/- p.a. NIL
Accounts Rs. 200/- p.a. NIL
4.Additional Rs. 50/- per Rs. 50/- per
Statement of request request
Accounts Issued free of Free
Daily charges - both
Weekly MICR and PAP
Fortnightly
Issue of Duplicate /
43 43
Adhoc statements
Cheque book
issues
ATM usage
Savings A/c's
with QAB of
ING Vysya ATMs Rs. 5,000/- and Free
above
Free
Savings A/c's
Cash withdrawl at without QAB of
other Bank ATMs Rs. 5,000/-
Balance Enquiry Rs. 20/- per
Issue of transaction Free*
International Debit Free Rs.250/- per
Card Free* annum(Inclusive
Annual Rs. 150/- per of Service Tax)
Maintenance annum
44 44
charges for Debit
Card
Standing
6
Instructions
1. Transfer from
one account to
another account NA Free
within profile
network(Intercity)
Set Up - Rs. 50/-
Amendment-
Rs.25/-
Execution -
2. External
NA Rs.25/- per
payments
execution +
Demand Draft
charges +
Postage
Closure of
7
Accounts
1. Within 1 year of
NA Rs. 100/-
opening
Remittances
1 Demand Draft / Pay Free issuance NA
45 45
of DDs up to
Rs. 50,000/-
p.m.
Beyond Rs.
50,000/- p.m.
the charges
are:-
Up to Rs.
50,000/- - Rs.
2.50 per Rs.
1,000/- (Min
Rs. 50/-)
Order
Rs. 50,001/- to
Rs. 2 lakhs -
Rs. 2.00/- per
Rs. 1,000/-
(Min Rs. 125/-)
Rs. 2 lakhs
and above -
Rs. 1.00/- per
Rs. 1,000/-
(Min Rs. 400/-
Max - Rs.
6,000/-)
2 Charges for PAP Free & Free
46 46
cheque payments
unlimited
in intercity clearing
Up to Rs.
3 Free Limit 50,000/- per NA
month
Up to Rs.5
lakhs, Rs.25/- Up to Rs.5 lakhs,
per Rs.25/- per
Charges for RTGS
transaction & transaction & Rs.5
4 (Inward : free for all
Rs.5 lakhs and lakhs and above
products)
above Rs.50/- Rs.50/- per
per transaction
transaction
5 Charges for NEFT Up to Rs.1 Up to Rs.1 lakh,
(Inward & Outward, lakh, Rs.5/- Rs.5/- per
Inward: free for all per transaction & Rs.1
products) transaction & lakh & above,
Rs.1 lakh & Rs.25/- per
above, Rs.25/- transaction
per (Free if transacted
transaction through mi-b@nk,
(Free if Internet Banking)
transacted
through mi-
b@nk, Internet
47 47
Banking)
(Not
applicable to
third party
AAA cash
AAA (inter-city)
deposits)
6 transaction - cash FREE
2 free
deposits
transactions
per month up
to value limit
of Rs. 50,000/-
Charges beyond free
limit Up to Rs.50,000/-
Rs. 2/- per Rs.
Rs.2.50 per
1,000/-
Up to and exclusive Rs.1000/-, min
Rs. 5/- per Rs.
of Rs. 25,000/- Rs.50;
1,000/-
Above Rs. 25,000/- Rs.50,001/- to Rs.
Rs. 5/- per Rs.
to less than Rs. 2 lakhs - Rs.2.00
7 1,000/-
50,000/- per Rs.1000/- min
Rs. 2/- per Rs.
Rs. 50,000/- and of Rs.125;
1,000/-
above Beyond Rs. 2
Rs. 50/- per
All third party lakhs - Rs.1.00 per
AAA cash
deposits Rs.1000/- min
deposit
Minimum charges Rs.400/- (Max of
Rs.6000/-)
48 48
AAA Fund Transfer
Transfer of funds
1 within networked NA Free
branches
Cheque Collection Charges
Local clearing and
at all AAA
Local clearing
1 (networked Free
– Free
branches)
locations
Outstation cheque
drawn on ING
2 Free Free
Vysya branch
locations
3 NRI Accounts Free
4 Outstation - non Rs. 50/- + Out Rs. 50/- + Other
networked of pocket bank charges +
branches / non ING expenses + Postage / Courier
Vysya Bank Other bank
locations upto and charges + Rs. 4 per Rs.
including Rs. Postage. 1,000/- (Min. Rs.
10,000/- 50/- & Max.
Rs. 4 per Rs. Rs.5,000/-) + Other
Above Rs. 10,000/- 1,000/- (Min. bank charges +
Rs. 50/- & Max. Postage / Courier
49 49
Rs.5,000/-) +
Out of pocket
expenses +
Other bank
charges +
Postage
Stop Payment of cheque
Transfer of funds Rs. 50/- per
1 within networked NA cheque & Rs.
branches 100/- per series
Cheque return charges per instrument
Cheques deposited
Rs. 50/- +
by customers and
Other bank
1 returned unpaid -
charges +
outstation
Postage
(returned to us)
Cheques deposited
by customers and
Rs. 50/- per
2 returned unpaid -
instrument
local (returned to
us)
3 Cheque issued by Rs. 200/- per Rs. 200/- per
customers and cheque for cheque if it is due
returned by us cheque to insufficient of
including ECS bouncing. For funds. NIL for any
50 50
Mandate and Post
dated cheques other reasons
other reason.
including IVBL - No charge
cheques
Special Services
Balance
1 Rs. 25/- Rs. 25/-
confirmation
Signature Rs. 25 per Rs. 25 per
2
verification attestation attestation
Rs.25/- per Rs.25/- per
3 No due certificate
certificate. certificate.
Rs.100 for
Rs.100 for each
each enquiry
enquiry more than
more than one
4 Old record Enquiry one year old from
year old from
the date of
the date of
request
request
Charges for changes
in the operational
5 instructions or noting Free Free
change in the
signature/name
51 51
Conditions Apply:
52 52
Introduction: Executive summary of the project
Executive Summary
Banking Industry, which is basically my concern
industry around which my project has to be revolved, is
really a very complex industry. And to work for this was
really a complex and hectic task and few times I felt so
frustrated that I thought to left the project and go for any
new industry and new project. Challenges, which I faced
while doing this project, were following-
Banking sector was quite similar in offering and
products and because of that it was very difficult to
discriminate between our product and products of the
competitors.
Target customers and respondents were too busy
persons that to get their time and view for specific
questions was very difficult.
Sensitivity of the industry was also a very frequent
factor, which was very important to measure
correctly.
Area covered for the project while doing job also was
very large and it was very difficult to correlate two
53 53
different customers/respondents views in a one.
Every financial customer has his/her own need and
according to the requirements of the customer
product customization was not possible.
So above challenges some time forced me to leave the
project but anyhow I did my project in all circumstances.
Basically in this project I analyzed that-
What factors are really responsible for performance of
ING Bank’s performance in this competitive era.
Industry introduction
The Indian Banking industry, which is governed by the
Banking Regulation Act of India, 1949 can be broadly
classified into two major categories, non-scheduled banks
and scheduled banks. Scheduled banks comprise
commercial banks and the co-operative banks. In terms of
ownership, commercial banks can be further grouped into
nationalized banks, the State Bank of India and its group
banks, regional rural banks and private sector banks (the
old/ new domestic and foreign). These banks have over
67,000 branches spread across the country in every city
and villages of all nook and corners of the land.
54 54
The first phase of financial reforms resulted in the
nationalization of 14 major banks in 1969 and resulted in a
shift from Class banking to Mass banking. This in turn
resulted in a significant growth in the geographical
coverage of banks. Every bank had to earmark a minimum
percentage of their loan portfolio to sectors identified as
“priority sectors”. The manufacturing sector also grew
during the 1970s in protected environs and the banking
sector was a critical source. The next wave of reforms saw
the nationalization of 6 more commercial banks in 1980.
Since then the number of scheduled commercial banks
increased four-fold and the number of bank branches
increased eight-fold. And that was not the limit of growth.
After the second phase of financial sector reforms and
liberalization of the sector in the early nineties, the Public
Sector Banks (PSB) s found it extremely difficult to
compete with the new private sector banks and the foreign
banks. The new private sector banks first made their
appearance after the guidelines permitting them were
issued in January 1993. Eight new private sector banks
are presently in operation. These banks due to their late
start have access to state-of-the-art technology, which in
turn helps them to save on manpower costs.
During the year 2000, the State Bank Of India (SBI) and
its 7 associates accounted for a 25 percent share in
55 55
deposits and 28.1 percent share in credit. The 20
nationalized banks accounted for 53.2 percent of the
deposits and 47.5 percent of credit during the same
period. The share of foreign banks (numbering 42),
regional rural banks and other scheduled commercial
banks accounted for 5.7 percent, 3.9 percent and 12.2
percent respectively in deposits and 8.41 percent, 3.14
percent and 12.85 percent respectively in credit during the
year 2000.about the detail of the current scenario we will
go through the trends in modern economy of the country.
Current Scenario:
The industry is currently in a transition phase. On the one
hand, the PSBs, which are the mainstay of the Indian
Banking system are in the process of shedding their flab in
terms of excessive manpower, excessive non Performing
Assets (Npas) and excessive governmental equity, while
on the other hand the private sector banks are
consolidating themselves through mergers and
acquisitions.
PSBs, which currently account for more than 78 percent of
total banking industry assets are saddled with NPAs (a
mind-boggling Rs 830 billion in 2000), falling revenues
from traditional sources, lack of modern technology and a
massive workforce while the new private sector banks are
56 56
forging ahead and rewriting the traditional banking
business model by way of their sheer innovation and
service. The PSBs are of course currently working out
challenging strategies even as 20 percent of their massive
employee strength has dwindled in the wake of the
successful Voluntary Retirement Schemes (VRS)
schemes.
The private players however cannot match the PSB’s
great reach, great size and access to low cost deposits.
Therefore one of the means for them to combat the PSBs
has been through the merger and acquisition (M&A) route.
Over the last two years, the industry has witnessed
several such instances. For instance, HDFC Bank’s
merger with Times Bank , ICICI Bank’s acquisition of ITC
Classic, Anagram Finance and Bank of Madurai.
Centurion Bank, IndusInd Bank, Bank of Punjab, Vysya
Bank are said to be on the lookout. The UTI bank- Global
Trust Bank merger however opened a pandora’s box and
brought about the realization that all was not well in the
functioning of many of the private sector banks.
Private sector Banks have pioneered internet banking,
phone banking, anywhere banking, mobile banking, debit
cards, Automatic Teller Machines (ATMs) and combined
various other services and integrated them into the
mainstream banking arena, while the PSBs are still
57 57
grappling with disgruntled employees in the aftermath of
successful VRS schemes. Also, following India’s
commitment to the WTO agreement in respect of the
services sector, foreign banks, including both new and the
existing ones, have been permitted to open up to 12
branches a year with effect from 1998-99 as against the
earlier stipulation of 8 branches.
Tasks of government diluting their equity from 51 percent
to 33 percent in November 2000 have also opened up a
new opportunity for the takeover of even the PSBs. The
FDI rules being more rationalized in Q1FY02 may also
pave the way for foreign banks taking the M& A route to
acquire willing Indian partners.
Meanwhile the economic and corporate sector slowdown
has led to an increasing number of banks focusing on the
retail segment. Many of them are also entering the new
vistas of Insurance. Banks with their phenomenal reach
and a regular interface with the retail investor are the best
placed to enter into the insurance sector. Banks in India
have been allowed to provide fee-based insurance
services without risk participation, invest in an insurance
company for providing infrastructure and services support
and set up of a separate joint-venture insurance company
with risk participation.
58 58
Aggregate Performance of the Banking Industry
Aggregate deposits of scheduled commercial banks
increased at a compounded annual average growth rate
(Cagr) of 17.8 percent during 1969-99, while bank credit
expanded at a Cagr of 16.3 percent per annum. Banks’
investments in government and other approved securities
recorded a Cagr of 18.8 percent per annum during the
same period.
In FY01 the economic slowdown resulted in a Gross
Domestic Product (GDP) growth of only 6.0 percent as
against the previous year’s 6.4 percent. The WPI Index (a
measure of inflation) increased by 7.1 percent as against
3.3 percent in FY00. Similarly, money supply (M3) grew by
around 16.2 percent as against 14.6 percent a year ago.
The growth in aggregate deposits of the scheduled
commercial banks at 15.4 percent in FY01 percent was
lower than that of 19.3 percent in the previous year, while
the growth in credit by SCBs slowed down to 15.6 percent
in FY01 against 23 percent a year ago.
The industrial slowdown also affected the earnings of
listed banks. The net profits of 20 listed banks dropped by
34.43 percent in the quarter ended March 2001. Net
profits grew by 40.75 percent in the first quarter of 2000-
2001, but dropped to 4.56 percent in the fourth quarter of
2000-2001.
59 59
On the Capital Adequacy Ratio (CAR) front while most
banks managed to fulfill the norms, it was a feat achieved
with its own share of difficulties. The CAR, which at
present is 9.0 percent, is likely to be hiked to 12.0 percent
by the year 2004 based on the Basle Committee
recommendations. Any bank that wishes to grow its
assets needs to also shore up its capital at the same time
so that its capital as a percentage of the risk-weighted
assets is maintained at the stipulated rate. While the IPO
route was a much-fancied one in the early ‘90s, the
current scenario doesn’t look too attractive for bank
majors.
Consequently, banks have been forced to explore other
avenues to shore up their capital base. While some are
wooing foreign partners to add to the capital others are
employing the M&A route. Many are also going in for right
issues at prices considerably lower than the market prices
to woo the investors.
60 60
intention of the Reserve Bank Of India (RBI) to steadily
reduce interest rates resulting in a narrowing differential
between global and domestic rates.
The RBI has been affecting bank rate and CRR cuts at
regular intervals to improve liquidity and reduce rates. The
only exception was in July 2000 when the RBI increased
the Cash Reserve Ratio (CRR) to stem the fall in the
rupee against the dollar. The steady fall in the interest
rates resulted in squeezed margins for the banks in
general.
Governmental Policy:
After the first phase and second phase of financial
reforms, in the 1980s commercial banks began to function
in a highly regulated environment, with administered
interest rate structure, quantitative restrictions on credit
flows, high reserve requirements and reservation of a
significant proportion of lendable resources for the priority
and the government sectors. The restrictive regulatory
norms led to the credit rationing for the private sector and
the interest rate controls led to the unproductive use of
credit and low levels of investment and growth. The
resultant ‘financial repression’ led to decline in productivity
and efficiency and erosion of profitability of the banking
sector in general.
This was when the need to develop a sound commercial
61 61
banking system was felt. This was worked out mainly with
the help of the recommendations of the Committee on the
Financial System (Chairman: Shri M. Narasimham), 1991.
The resultant financial sector reforms called for interest
rate flexibility for banks, reduction in reserve requirements,
and a number of structural measures. Interest rates have
thus been steadily deregulated in the past few years with
banks being free to fix their Prime Lending Rates (PLRs)
and deposit rates for most banking products. Credit
market reforms included introduction of new instruments
of credit, changes in the credit delivery system and
integration of functional roles of diverse players, such as,
banks, financial institutions and non-banking financial
companies (Nbfcs). Domestic Private Sector Banks were
allowed to be set up, PSBs were allowed to access the
markets to shore up their Cars.
62 62
Training on Selling Skills
What is selling?
“Selling is a process of mutual exchange of goods or
services for a value. One of the most effective ways of
increasing the organizational profits.”
63 63
Sales Cycle
Lead Generation
Introduction
Presentation
Closing
Follow-up
64 64
Steps of Selling
65 65
Leads
Customers who you think will fulfill Customers who you think may not able
the KYC norms without much to provide required documentation as
difficulty and you can convert them per the KYC norms.
into your customers.
66 66
Step 2:The Commandments of
Preparation
67 67
3. Keep copies of product brochures, account opening
& other related forms. Circulars 7 any other related
references that you may need on your table.
68 68
conversation. In case of emergency, seek the
permission of the customer & try, limit to a minimum
and as brief as possible.
a) A Introduction
69 69
Introduce yourself, the organization, your role and
the purpose of today’s meeting
b) Presentation
As on the detailer-
70 70
Use a pen/pointer and speak about each of the
features of the product.
Step 4: Closing
71 71
Run through the various details in the form
What is KYC
72 72
stated about himself. For example a salaried employee
should be able to state the name of the organization and
the location of the office easily without having to refer to
any document.
73 73
executive may face appropriate charges/actions for non-
complying with KYC
Research Methodology
Objective of the study
Project study, which is being conducted by me for the last
two month, is not only a formality for the fulfillment of the
two-year full time Post Graduate Program in Research
and Business Analytics. But being a management student
and a good employee I tried my best to extract best of the
information available in the market for the use of society
and people. The objectives are-
To know about environmental factors affecting
ING-Vysya Bank’s performance.
To analyze the role of advertisement for bank
performance.
To know the perception and conception of customers
towards banking products and specially focused for
ING Bank’s product.
To explore the potential areas for the new bank
branches which will provide both price and people to
the bank with constant promotion and placing
strategy.
74 74
Each and every project study along with its certain
objectives also has scope for future. And this scope in
future gives to new researches a new need to research a
new project with a new scope. Scope of the study not only
consist one or two future business plan but sometime it
also gives idea about a new business which becomes
much more profitable for the researches then the older
one.
Scope of the study could give the projected scenario
for a new successful strategy with a proper
implementation plan. Whatever scope I observed in my
project are not exactly having all the features of the scope,
which I described above, but also not lacking all the
features.
Research study could give an idea of network
expansion for capturing more market and customer
with better services and lower cost, with out
compromising with quality.
In future customer requirements could be added with
the product and services for getting an edge over
competitors.
Consumer behavior could also be used for the
purpose of launching a new product with extra
benefits which are required by customers for their
account (saving or current) and/or for their
75 75
investments.
Factors, which are responsible for the performance
for bank, can also be used for the modification of the
strategy and product for being more profitable.
Factors which I observed while doing project study
are following-
1. Competitors
2. Customer Behavior
3. Advertisement/promotional activities
4. Attitude of manpower and
5. Economic conditions
76 76
which I used for project from statistics are-
Bar Charts
Pie charts
Tables
Bar charts and pie charts are really useful tools for every
research to show the result in a well clear, ease and
simple way. Because I used bar charts and pie charts in
project for showing data in a systematic way, so it need
not necessary for any observer to read all the theoretical
detail, simple on seeing the charts any body could know
that what is being said.
Technological Tools
Ms- Excel
Ms-Access
Ms-Word
Above application software of Microsoft helped me a lot in
making project more interactive and productive.
Microsoft-Excel had a great role in my project, it
created for me a situation of “you sit and get”. I
provided it simply all the detail of data and in return it
given me all the relevant information..
Microsoft-Access did the performance of my personal
assistant who organizes my all the details of document
77 77
without disturbing them even a single time in all the project
duration.
And in last Microsoft-Word did help me for the
documentation of the project in a presentable form.
78 78
purpose of project and what it is exactly.
Primary Data:
Primary data is basically the live data which I collected
on field while doing cold calls with the customers and I
shown them list of question for which I had required
their responses. In some cases I got no response form
their side and than on the basis of my previous
experiences I filled those fields.
Source: Main source for the primary data for the project
was questionnaires, which I got filled by the customers
or some times filled myself on the basis of discussion
with the customers.
Secondary Data:
Secondary data for the base of the project I collected
from intranet of the Bank and from Internet, RBI Bulletin
etc….
Statistical Analysis
In this segment I will show my findings in the form of
graphs and charts. All the data which I got form the market
will not be disclosed over here but extract of that in the
form of information will definitely be here.
79 79
Detail:
Size of Data 100
Area Bareilly
Type Primary & Secondary
Industry Banking
Respondent Customers
80 80
Table1: Correlation between awareness of customers
about ING
25
20
15
10 No.of
responses
5
0
20- 30- 40- 50-
25 35 45 60
81 81
TABLE 2: PERCEPTION OF ING AS A BANK
10
Private
25
Public
50 Private/Public
Don't know
15
82 82
INTERNET BANKING/ATMs 5%
PRODUCT RANGE 10%
NETWORK 5%
PHONE BANKING 5%
Efficiency
Internet
5%5% banking/ATM
10%
s
5%
Product
range
75%
Network
Phone
Banking
83 83
OTHERS 10%
30%
25% SBI
IDBI
20%
ICICI
15%
PNB
10% HDFC
5% ING
0% OTHERS
% OF SHARE
PARAMETERS % OF SHARE
PRODUCT 50%
ADVERTISMENT 5%
MANPOWER 25%
NET-BANKING 2%
PHONE BANKING 5%
INVESTMENT SCHEME 10%
NETWORK 3%
84 84
60%
50%
50% PRODUCT
ADVERTISMENT
40%
MANPOWER
30% 25% NET-BANKING
PHONE BANKING
20%
PERSENTAGE INVESTMENT SCHEME
10%
10% 5% 5% NETWORK
2% 3%
0%
% OF SHARE
PARAMETERS
85 85
45
40
35
30
25
20
15 Positive
10 response
5
0
0-5 11-
days 15
days
86 86
Savings account 35
Current Account 25
FDR 15
Life Insurance 5
Mutual Fund 7
SIP 2
Lockers 5
Demat Account 6
87 87
Savings a/c
6 Current a/c
25
7 35 FDR
5 LI
MF
15 SIP
25 Lockers
Demat a/c
88 88
Table:8 Satisfaction level of the respondents from
their respective banks
Highly satisfied 2
Satisfied 75
Neither satisfied nor 15
dissatisfied
Dissatisfied 6
Highly Dissatisfied 2
89 89
6 22
15 H.Satisfied
Satisfied
N.S.N.DS
DS
H.DS
75
90 90
Table 9: No.of Respondents know about ING Bank
Never heard 80
Heard few times 15
Heard frequently 5
5
15
Never heard
Heard few
times
Heard
frequently
80
91 91
Table: 10 Kind of Banking services the respondents
wish to use
25 High priority
services
40
Preferred
services
Normal
35 services
92 92
Table 11:Type of investment the respondents like to
invest
FDR, NSC 55
Mutual Fund 5
SIP 5
LI 15
Shares 5
Gold 5
Govt. & Tax saving Bonds 10
10 FDR,NSC
5 MF
5
SIP
LI
15 55 Shares
5 Gold
5 Govt.Bonds
Yes 65
No 35
93 93
70
60
50
40
no.of
30 Respondents
20
10
0
Yes No
Safety/Security 35
Operating time 15
Rental/Security charges 35
Locker Size 10
94 94
Parking space outside 5
bank
5
10
35
safety/security
operating time
rental/Security charges
Locker size
parking space
35
15
< 60000 2
60000-100000 25
100000-500000 65
95 95
500000-1500000 6
>1500000 2
<60000
6 22
25 60000-
100000
100000-
500000
500000-
1500000
65
>1500000
Under-Graduate 5
Graduate 85
Post-Graduate 10
96 96
10 5
UG
Graduate
PG
85
97 97
Reliability
High quality
5 5 services
Average
quality
services
Low quality
90 services
98 98
4. The network of ING in Bareilly is lagging behind a
little than its competitors like ICICI bank and HDFC
bank.
5. It can be distilled from data that ING bank has good
market share as compared to its competitors
considering the amount of resources deployed by
them in the market.
6. It has a very good potential to have the new
customers especially the youth because it has the
Formula a/c, which is very much liked by the youth in
the other cities.
7. Most of the residents of Bareilly don’t know about the
establishment of ING-Vysya Bank in Bareilly.
8. Most of the persons having contacts in big cities
know about ING-Vysya Bank very well and also the
products.
9. ING-Vysya Bank is providing more facilities to its
customers in comparison to other banks such as
hospital scheme, investment scheme etc…
10. Locker facilities in ING-Vysya Bank are more
modernized in comparison to other banks.
11. Commercials of ING-Vysya Bank have a very
deep impact on the minds of people. Even they can
remember the name after the 15 days of the telecast
of the commercials on television.
99 99
12. Operating time for cash counter is from 10 in the
morning till 6 in the evening. This is much more than
any other bank in Bareilly.
13. ULIP plans are beneficial from the long-term
perspective whereas customer should invest in
mutual funds if he wants quick returns.
14. Most of the market is still unaware about the ULIP
plans and hence by making proper promotional
strategy companies can increase there sales.
Findings
1.ING bank has potential a tapped market in Bareilly
and hence has opportunities for growth.
100 100
5. ING is very much compliance to follow the KYC
norms.
6. The size of the locker provided by the ING-Vysya
Bank is big in size as compared to other
banks.
7. The residents of Bareilly like the products of ING-
Vysya Bank. Most of them need some change. So, they
can be the new potential customers for ING Bank.
8. Even today, the people of Bareilly believe in the
government banks. For them, ING Bank is a private bank.
Recommendations
1) More resources should be allocated in the market of
Bareilly as there is big untapped market in Bareilly, so it
becomes necessary for ING bank for taking an edge over
the competitors.
2) A short advertising campaign in Bareilly has produced
good results in a short span of times, so to gain long term
benefits is very necessary for ING bank to carry on this
campaign with more intensity.
3) Besides opening more branches it should also look for
opening some extension counter in D.D.Puram.
4) As a number of colleges are going to be opened in
Bareilly in the next few years, so ING should try to gain
some contacts with these colleges.
101 101
5) Most of the people in Bareilly wants that they should not
stand in queue in bank . If we can convince them on this,
than this can open a vast potential market for ING Bank in
Bareilly.
6) The cash withdrawal time can be one of the aspects to
gain popularity in Bareilly.
7) The benefits provided by the ING Bank to its customers
should be advertise so that people can understand that
customers satisfaction is the main aim for the persons
working in ING.
8) The businessman should be convinced on the cash
operating time. This makes ING to tap the huge market of
Bareilly.
LIMITATIONS
102 102
opinion of the respondents and there is no way of
assessing truth of the statements.
Influence of others.
Misunderstanding of the concept.
Hurried filling of the questionnaire.
Questionnaire
1) Name ________________
2) Age ________________
3) Sex _________________
4) Contact No._______________
103 103
5) Education__________________
7) Occupation:
Salaried Retired
Business House-wife
Self-Employed Student
Agriculture
Others(specify)_________
8) Income P.A.:
<60000
60000-100000
100000-500000
104 104
500000-1000000
>1500000
FDR Equity
Loans
Highly satisfied
105 105
Satisfied
Dissatisfied
Highly dissatisfied
106 106
13) How you came to know about ING Vysya Bank Ltd.
TV Commercials
Word of Mouth
Billboards
Yes
No
107 107
If yes, then please specify
_____________________________
Preferred services
Normal services
FDR Equity
SIP Gold
108 108
and tax saving bonds
Yes of course
I am not sure
Yes
No
109 109
preferences (Please rate on 1-5 scale)
Safety/Security
Operating Time
Rental/Safety charges
Locker Size
______________________________________________
______________________________________________
______________________________________________
______________________________________________
______________________________________________
______________________________________________
______________________________
110 110
BIBLIOGRAPHY
1) www.ingvysyabank.com
2) www.google.com
3) R.S. Sharma, Business statistics, First India Print,
India, 2004,
4) Aaker Kumar and Day, Marketing research, 6th
Ed.,john willy & sons,1997.
5) ICFAI Journal of Banking
6) The Economics times
111 111
7) The Times of India
112 112