A Report on

Organizational study and Understanding consumer behavior in the purchase of

financial products and services and Competitor analysis with respect to
ING Vysya Bank, Bangalore

Submitted in Partial fulfillment for the award of

Masters in Business Administration of Bangalore University

Submitted by
Hrishikesh Jadhav
Reg. No: 05XQCM6033

Under the guidance and Supervision of

Prof. Nandini Vaidyanathan

M.P.BIRLA INSTITUTE OF MANAGEMENT

ASSOCIATES WITH BHARATIYA VIDYA BHAVAN
#43.RACE COURSE ROAD,
BANGALORE-560001

2005-07
 DECLARATION

I hereby, declare that this internship report entitled

“An Organization Study” at ING Vysya Bank and the project titled
“Understanding consumer behavior in the purchase of financial products
and services and Competitor analysis with respect to ING Vysya Bank”
submitted in partial fulfillment for the award of Master of Business
Administration of Bangalore University is a record of independent work
carried out by me under the guidance of Prof. Nandini Vaidyanathan faculty
member, M. P. Birla Institute of Management Studies, Bangalore.
I also declare that this report is a result of my own effort and has not been
submitted earlier for the award of any degree or diploma of Bangalore
University or any other University.

Place: Bangalore Hrishikesh Jadhav

Date: 07/10/2006 REGD.NO: 05XQCM6033

M. P. Birla Institute of Management. 2

 PRINCIPAL’s CERTIFICATE

This is to certify the internship project report entitled

“AN ORGANISATIONAL STUDY” at ING Vysya Bank and the project
titled “Understanding consumer behavior in the purchase of financial
products and services and Competitor analysis with respect to ING Vysya
Bank” has been prepared by Hrishikesh Jadhav bearing the registration No.
05XQCM6033 under the guidance and supervision of Prof. Nandini
Vaidyanathan of M. P. Birla Institute of Management (Associate Bharatiya
Vidya Bhavan), Bangalore. This has not formed the basis for the award of any
degree/ diploma for any university.
.

Place: Bangalore Principal

Date: 07/10/2006 (Dr. N. S. Malavalli)

M. P. Birla Institute of Management. 3

 GUIDE’s CERTIFICATE

This is to certify that the Internship Project Report entitled

“An Organization Study” at ING Vysya Bank and the project titled
“Understanding consumer behavior in the purchase of financial products
and services and Competitor analysis with respect to ING Vysya Bank”
done by Hrishikesh Jadhav bearing Registration No.05XQCM6033 is a
bonafide work done under my guidance during the academic year 2005-06 in
partial fulfillment of the requirement for the award of MBA degree by
Bangalore University. To the best of my knowledge this report has not formed
the basis for the award of any other degree.

Place: Bangalore Prof. Nandini Vaidyanathan

Date: 07/10/2006

M. P. Birla Institute of Management. 4

 Company Certificate

M. P. Birla Institute of Management. 5

 ACKNOWLEDGEMENT

It is my special privilege to extend words of thanks to all of them who have

helped me and encouraged me in completing the internship successfully.

I owe a special debt of gratitude to Ms. Sangeetha Reddy, Manager Marketing

(Branding) ING Vysya House who has been kind enough to permit me to take
up INTERNSHIP STUDY at ING VYSYA BANK LTD. and guide me
constantly throughout my project.

I extend my sincere gratitude to Mr. Vishal Bhan, (HR) ING Vysya House for
giving me the opportunity to do the project at ING Vysya Bank.

I am indebted to my internal guide Prof. Nandini Vaidyanathan for her

encouragement and support for the completion of study.

I extend my sincere gratitude to our Principal Mr. Nagesh Malavalli.

I also wish to express my gratitude to every one who directly and indirectly
helped me through this Internship.

M. P. Birla Institute of Management. 6

 Executive summary
The MBA course offered by the Bangalore University has its own unique syllabus which
requires its MBA students to undertake an internship with any of the leading business houses
for a period ranging from 6 weeks to 8 weeks during the second semester. The purpose of
this internship is to enable the students to appreciate and understand the nuances of the
practical world vis-à-vis the theoretical input administered during regular academic sessions.
This helps in creating Managers who are equipped with the experience of linking the
theoretical inputs with those of practical exposure and come out with creative solutions/ideas
in enhancing the business.

In partial fulfillment of MBA degree of Bangalore University I took up an Organizational

Study at ING Vysya Bank and Understanding consumer behavior in the purchase of financial
products and services and Competitor analysis with respect to ING Vysya Bank

The field of consumer behavior studies how individuals, groups and organization select, buy,
use and dispose of goods, services, ideas, or experiences to satisfy their needs and desires.
The banking industry worldwide has been showing steady progress since 2002. In India total
asset size of the retail banking industry grew at a rate of 120% to reach a value of $66 billion
in 2005. This growth in retail banking sector has helped in the growth of the overall banking
sector. This Project deals with Organization study of ING Vysya Bank and Understanding
consumer behavior in the purchase of financial products and services and Competitor
analysis with respect to ING Vysya Bank”. A questionnaire was prepared, as per the
requirements of the bank. The questionnaires were filled in by the general public with whom
I interacted at various locations in Bangalore city. I had to interview them who gave me their
opinions regarding their primary bank and also about various features and products about
their Bank and their views regarding other banks.

M. P. Birla Institute of Management. 7

 Contents

S. No Contents Page No.

Part A
1 About ING Vysya Bank 10
2 Milestones 11
3 Vision 12
4 Introduction to Indian banking system 13
5 Origin of ING Group 14
6 Performance of Bank over decades 16
7 ING Vysya reach and coverage in India
8 Organization structure 20
9 Functional departments 25
10 Practices followed by branches 39
11 Financial results 40
12 Other key Initiatives 47
13 SWOT analysis 48
Part B 49
14 Topic - Understanding consumer behavior in the 50
purchase of financial products and services and
Competitor analysis with respect to ING Vysya Bank
15 Consumer understanding 51
16 Objective 52
17 Questionnaire 53
18 Findings 55
19 Inferences 72
20 Recommendations 74
21 Bibliography 75

M. P. Birla Institute of Management. 8

 Part A

M. P. Birla Institute of Management. 9

About ING Vysya Bank
ING Vysya Bank Ltd., is an entity formed with the coming together of erstwhile, Vysya
Bank Ltd, a premier bank in the Indian Private Sector and a global financial powerhouse,
ING of Dutch origin, during Oct 2002.
The origin of the erstwhile Vysya Bank was pretty humble. It was in the year 1930 that a
team of visionaries came together to found 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.

In 1980, the Bank completed fifty years of service to the nation and post 1985; the Bank
made rapid strides to reach the coveted position of being the number one private sector bank.
In 1990, the bank completed its Diamond Jubilee year. At the Diamond Jubilee Celebrations,
the then Finance Minister Prof. Madhu Dandavate, had termed the performance of the bank
'Stupendous'. The year of 2005 was the 75th anniversary or Platinum Jubilee year.

M. P. Birla Institute of Management. 10

 Milestones of the Bank
1930 Set up in Bangalore
1948 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 300

Signs Strategic Alliance with BBL., Belgium. Two National Awards by Gem &
1996 Jewellery Export Promotion Council for excellent performance in Export Promotion

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
1998 by Global Finance (International Financial Journal - June 1998)
State -of - the -art Date Centre at ITPL, Bangalore.
2000 RBI clears setting up of ING Vysya Life Insurance Company
2001 ING-Vysya commenced life insurance business.

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,
2002 Sambandh, the International Debit Card and the mi-b@nk net banking service.

2002 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
2002 17.12.02
Introduced customer friendly products like Orange Savings, Orange Current and
2003 Protected Home Loans
2004 Introduced Protected Home Loans - a housing loan product
Introduced Solo - My Own Account for youth and Customer Service Line – Phone
2005 Banking Service
2006 Saral Savings - No Frills Account for the common man

M. P. Birla Institute of Management. 11

Vision

INTRODUCTION TO INDIAN BANKING SYSTEM

M. P. Birla Institute of Management. 12

The effective growth in Indian economy indicates the efficient banking system in India. The
banking system of India should not only be hassle free but it should be able to meet new
challenges posed by the technology and any other external and internal factors.
For the past three decades India’s banking system has several outstanding achievements to its
credit .The Indian banking system has a large geographic and functional coverage

HISTORY:
The first bank in India, through conservative, was established in 1786. From 1780 till today,
the journey of the Indian banking system can be segregated into three distinct phases. They
are:
1. Early phase from 1786 to 1969 of Indian bank.
2. Nationalization of Indian bank and upto1991 prior to Indian banking sector reforms.
3. New phase of Indian banking system with the formulation of Indian financial &
banking sector reforms after 1991.

M. P. Birla Institute of Management. 13

The Origin of ING Group
On the other hand, ING group originated in 1990 from the merger between Nationale –
Nederlanden NV the largest Dutch Insurance Company and NMB Post Bank Groep NV.
Combining roots and ambitions, the newly formed 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

ING has gained recognition for its integrated approach of banking, insurance and asset
management. Furthermore, the company differentiates itself from other financial service
providers by successfully establishing life insurance companies in countries with emerging
economies, such as Korea, Taiwan, Hungary, Poland, Mexico and Chile. Another
specialisation is ING Direct, an Internet and direct marketing concept with which ING is
rapidly winning retail market share in mature markets. Finally, ING distinguishes itself
internationally as a provider of ‘employee benefits’, i.e. arrangements of nonwage benefits,
such as pension plans for companies and their employees.

Mission

ING`s mission is to be a leading, global, client-focused, innovative and low-cost provider of

financial services through the distribution channels of the client’s preference in markets
where ING can create value.

M. P. Birla Institute of Management. 14

The new identity

The immediate benefit to ING Vysya Bank ltd is the pride of having become a member of
global financial services giant, with an asset base of 1159 billion euros (Rs.6490 thousand
crores), net profit of 72.10 billion euros (Rs 40.76 thousand crores) as of December 31st
2005. Further, the presence of the group in over 50 countries, employing over 117000 people,
serving over 60 million customers across the globe, only multiplies the credibility, not only
across the country but also across the globe. The pride of this global identity, the back up of a
financial power house and the status of being the first Indian International bank, would also
greatly enhance productivity, profitability resulting in improved performance for the bank to
translate into higher returns, to all the stake holders.

1 Euro = Rs.56/- (Approx.)

M. P. Birla Institute of Management. 15

PERFORMANCE OF BANK OVER DECADES

In terms of pure numbers, the performance over the decades can be better appreciated from
the following table:

Net
Year worth Deposits Advances Profits Outlets

1940 0.001 0.4 0.4 0.001 4

1950 1.4 5.3 3.8 0.09 16
1960 1.6 20.1 13.5 0.13 19
1970 3 91.5 62.8 0.74 39
1980 11.5 1414.3 813.7 1.13 228
1990 162.1 8509.4 4584.8 50.35 319
2000 5900 74240 39380 443.1 481
2001 6527 81411.1 43163.1 371.9 484
2002 6863.24 80680 44180 687.5 483
2003 7067.9 91870 56120 863.5 456
2004 7473.2 104780 69367.3 590.01 523
2005 7094 125693.1 90805.9 -381.8 536
2006 1019.67 133350 102320 90.6 575

* Outlets comprises of 374 branches, 57 ECs, 28 Satellite Offices and 101 ATMs.
Additionally bank also has Internet Banking – mi-b@nk and Customer Service Line for
Phone Banking Service.

M. P. Birla Institute of Management. 16

No of Outlets

600

500

400

300
Outlets
200

100

0
2001 2002 2003 2004 2005 2006

Deposits and advances

140000
120000
100000
80000
Deposits
60000
Advances
40000
20000
0
2001 2002 2003 2004 2005 2006

M. P. Birla Institute of Management. 17

Net worth
8000
7000
6000
5000
4000
Networth
3000
2000
1000
0
2001 2002 2003 2004 2005 2006

M. P. Birla Institute of Management. 18

ING Vysya reach and coverage in India

ING Vysya Reach and Coverage in

Delhi India
Punjab

Haryana
. Uttar
Pradesh

. . . .
Rajasthan

Gujarat
. Bihar
.
. .
Madhya Pradesh . West Bengal

.
..... . ........ . Orissa . .
Maharashtra ...... . . . ................. .
. .. .... .... ...... .....
.
. ......
.
. .......... ....... ..... .
. . . .
Andhra
Goa

. ........ ......
Karnataka
Pradesh

South is our Home

. ..
... ..............
“ ING Vysya House”

Tamil
Kerala .. . . .
. Nadu

Organization Structure
Board

M. P. Birla Institute of Management. 19

 Audit Secretarial

C & IB Treasury
HNI RCEOs DIST &
N&E MKTG

Bank RCEOs Products Backoffice

& FGs SeAP &
Sales

RCEOs SME
Emerging AP Derivatives
Corporates

RCEOs ASB
WEST SBU

Finance HR Legal CRM CAPU CMS IT Call

& A/Cs
centre

Credit Market
WB : Wholesale banking Risk Risk

C& IB : Coroprates and Investment banking

M. P. Birla Institute of Management. 20

HNI : High Networth Individual
SME : Small and Medium Enterprise
CRM : Credit Risk Management
ASB : Agricultural and Social banking
CAPU : Credit Asset Processing Unit
CMS : Cash Management Service
IT : Information Technology
HR : Human Resource

Wholesale banking structure

M. P. Birla Institute of Management. 21

 MD & CEO
Regional CEO Wholesale
Banking
Wilfred Nagel

Regional Head of Country Head

Corporate Clients
Malcolm Brown

Corporate and investment Bank & FIs Emerging Corporate

Banking Head Head

Clients Products Western India

Northern India
Client Coverage Credit GL Credit Products
Head-India (TBA) Admin Head
Eastern India
Western & Eastern Structured Finance
India Head
Chennai / Kerala

Northern India Trade Finance

Marketing Andhra Pradesh

Southern India Karnataka

Cash Management

Investment
Banking

Local Debt
Products

M. P. Birla Institute of Management. 22

 Marketing department structure

CEO

RETAIL
COUNTRY
HEAD

DISTRIBUTION AND
MARKETING HEAD

MARKETING

BRANDING BTL CAMPAIGN CORPORATE

MANAGEMENT COMMUNICATIONS

M. P. Birla Institute of Management. 23

 Retail Banking Structure

MD & CEO

RCEOs

Regional Head

Branch Manager

Branch Ops
manager

Branch Associate

M. P. Birla Institute of Management. 24

 Functional Departments
In order to have a focused approach in exploiting the business opportunities in various
business segments, the bank has constituted these business units

1. Retail banking
2. NRI banking services
3. Whole sale banking
4. Financial markets

1. Retail banking
a. Accounts and deposits.
b. Loans
c. Wealth management
d. Cards
e. Payment services
f. Private banking
g. Small and medium enterprises
h. Agricultural and social banking

a. Accounts and deposits.

ING Vysya Bank has a portfolio of banking solutions and a range of offerings for people
from all walks of life, whether they require a simple savings account or a sound banking
partner.

1. Savings Accounts

M. P. Birla Institute of Management. 25

  Orange savings account
 Mpower corporate salary account
 Solo savings accounts
 Saral savings account

2. Current accounts
 Orange current account
 Advantage current account
 General current account

3. Term deposits
 Fixed deposit
 Cumulative deposits
 Akshaya deposit

4. Demat Account
The ING Vysya Bank Demat Account offers a secure and convenient way to keep track of
shares and investments, how much you've bought and sold over a period of time, without the
hassle of handling physical documents that get mutilated or lost in transit.

b. Loans
 Personal Loan
 Home Loan
 Home Equity Loan
 NRI Home Loan

c. Wealth Management

M. P. Birla Institute of Management. 26

ING Vysya Bank, through its 100% subsidiary ING Vysya Financial Services (IVFS) caters
to the investment needs of retail individual investors, small & medium enterprises,
corporates, trusts and associations. Their Wealth Management services provide a full
spectrum of integrated financial services to our clients who get access to an array of
investment avenues like Insurance, Mutual Funds and Government of India Bonds.

Investment products

1. Mutual Funds
As a distributor of Mutual Funds, they have tied up with almost all the Asset
Management Companies thereby assisting the clients to invest in mutual fund schemes,
which meet with their investment requirements
2. Life Insurance
ING Vysya Financial Services is actively engaged in selling ING Vysya Life Insurance
products ING Vysya Life Insurance provides a range of products including endowment,
pension & unit linked plans.
More details on ING Vysya Life Insurance products are available at the link
www.ingvysyalife.com

3. Government of India and tax savings bonds

Their clients can invest through them in 8% Government of India bonds as well as in tax
savings bonds like REC, NHAI and NHB.

d. Cards

M. P. Birla Institute of Management. 27

ING Vysya Bank's Credit and Debit Cards give convenient access to our account at any
place and any time.
1. Credit card
Their International Credit Card is accepted at 30 million establishments worldwide! This card
also entitles to a reduced service charge on cash withdrawals from ATMs & no petrol
transaction fee

2. Debit card
The ING Vysya Bank's International Debit Card, powered by MasterCard,. This card lets you
access your bank account from anywhere, any time through a wide range of ATM networks
and use at merchant establishments for purchases

e. Payment services
This feature is to make payments conveniently and promptly with Demand Drafts, Pay
Orders, and Payable at Par cheques, Telegraphic Transfers and the RTGS scheme.
1. Bill Pay
This is their payment service - Bill Pay. With this facility customers will never have to go
through queues to pay their bills. All they need to do is instruct the bank and the bill amounts
will be deducted from their account.

2. Smartserv
Smartserv is a comprehensive personal assistance service brought by ING Vysya Bank in
association with Les Concierges. Designed exclusively for customers of ING Vysya Bank,
Smartserv runs day-to-day errands and completes mundane chores. This facility is available
free of charges with the Orange Savings account.

f. Private Banking

M. P. Birla Institute of Management. 28

The Private Banking Program offered through ING Vysya Bank is an exclusive Wealth
Management Service offered to a select group of individuals and institutions with a minimum
portfolio size of Rs.50 lakhs and above.
ING was the first bank to offer private banking services in the country and is amongst the top
20 banks worldwide offering private banking services* ING Private Banking is a global
network of over 2000 private banking professionals, managing 55 Billion euros for their
clients in 15 countries, ING Vysya Bank combines sound investment philosophy, total
transparency and a comprehensive range of products and services to give customers an end-
to-end solution to all their wealth management needs.
ING Vysya Bank Private Banking aims to give the best advice on your portfolio by giving
customized solutions and exclusive client management. The 3-stage process followed by
their wealth managers is:

 Wealth Creation
 Wealth Preservation
 Wealth Transmission

g. Small & Medium Enterprises

ING Vysya Bank has a track record of serving SME Customers for over 75 years. They
understand how much of hard work goes into establishing a successful SME and that
establishing and running a successful business takes hard work, money and planning. ING
Vysya Bank looks not only at immediate banking requirement, but also the long-term needs
of business as it expands.
Their solutions are designed to meet varying needs. They offer a complete range of banking
services to small & medium sized corporates such as Business Accounts, Working capital,
Cash Management Services, Trade Finance, Other Non Funded Facilities and Term Loans for
Business Expansion. In addition they also offer specific structured products to SSI's, Traders,
Distributors and other SME customer

M. P. Birla Institute of Management. 29

1. Business Loans - MPower Business Loans Trade
Small business entrepreneurs often encounter problems regarding finance. ING Vysya
Bank presents a unique banking loan, specially customized for Small & Medium Business
Enterprises.

These loans are available for Small Business Entrepreneurs, Retailers, Shop
owners, Contractors, Commission Agents and Transport Operators as well as practicing
professionals like Doctors, Lawyers, Consultants, Women Entrepreneurs and any others with
a credit requirement ranging from Rs. 5 lakhs upto Rs. 50 lakhs

2. Business Loans – Rent

The MPower - Rent offers loans against the security of rent receivables. Individuals,
proprietary concerns, partnership firms, public and private limited Companies, trusts and
registered bodies who meet the eligibility criteria will be able to secure fast finance for their
businesses.

3. Business Loans - Small Scale Industries Loans (SSI)

ING Vysya Bank offers loans to Small Scale Industries at competitive interest rates
without any collateral security.

Credit Guarantee Fund Trust for Small Industries [CGTSI]

ING Vysya Bank is one of the member lending banks for CGTSI. ING Vysya Bank Ltd
offers loans of up to Rs.25 lakhs to SSI units under CGTSI at competitive interest rates
without any collateral security and / or third party guarantee. In addition the guarantee fee
payable to CGTSI would be debited to the account.

M. P. Birla Institute of Management. 30

4. MPower Business Account (MBA)
Business Enterprises, Traders, Exim Houses, Wholesalers, Commission Agents,
Contractors, Transport Operators, Professionals and Mid-sized companies including
manufacturing / processing units.

h. Agricultural & Social Banking

1. Term Loans
They have redefined Rural Banking in terms of products and services. Providing a boost to
the potential existing in the rural sector, term loans are categorized into these segments.
 Poultry.
 Dairy
 Wells.
 Pump sets.
 Tractors/Power Tillers.
 Plantation Crops.
 Horticulture Crops.
 Rural Godowns / Cold storage units.
 Rural Housing.
 Microfinance Institutions / Self Help Groups

2. Short Term Loans

Providing a boost to the potential existing in the rural sector, they provide short term loans
to the rural sector short terms loans are categorized into these segments

 KISSAN CREDIT CARD / Crop Loans.

 Working Capital Loans to Poultry / Fisheries etc.
 Gold Loans for Agriculture / General Purposes.
 Produce loans against Warehouse Receipts / against pledge of Stocks of Agri
Produce.

M. P. Birla Institute of Management. 31

 2. NRI BANKING SEVICES
They have special banking services and products for Non Resident Indians to help them

 Investment in securities/shares and deposits of Indian firms/companies

 maintenance of bank accounts in India
 Investment in immovable property in India
 Investment in Mutual Funds in India

1. Accounts and Deposits

a. Rupee Savings Accounts
This account is for NRIs if they have any investments to be made both on a
repatriable and non-repatriable basis,
 NRE savings account
 NRO savings accounts

b. Rupee Current Accounts

NRE and NRO Rupee Current Accounts that come with a host of convenient Banking
options.
 NRE current accounts
 NRO current accounts

c. Rupee Fixed Deposits

Deposits in Indian Rupees, which can be fully repatriated at any time. Twin
advantages of affordability and higher earnings…
 NRE fixed deposit
 NRO fixed deposit
 NRE akshaya deposit
 NRO akshaya deposit
 NRE cumulative deposit
 NRO cumulative deposit

M. P. Birla Institute of Management. 32

d. Foreign Currency Deposits
These deposits are to earn Indian Interest Rates on Foreign Currency deposits with their
Foreign Currency Non-Resident Deposits
 FCNR fixed deposit
 FCNR akshaya deposit

e. Accounts for Returning Indians

RFC Savings account, Fixed Deposit and Akshaya Deposit allows holding deposits in any
one of four currencies (USD, Pounds Sterling, Euro)
 RFC savings accounts
 RFC fixed deposit
 RFC akshaya deposit

2. NRI HOME LOANs

ING Vysya Bank's NRI Home Loans are offered to all NRI's on their return to India for the
purchase, construction, repair/renovation/alteration of a house or a composite loan for self
occupation.

a. Loan Amount - Minimum amount of the loan is Rs.5 Lakhs and Maximum amount is
Rs.100 Lakhs.

3. Remittances - Mi-remit
Mi-remit is a quick and easy way of remitting funds to India. All that is needed to do is
access the internet, choose the mode of transfer and remit funds online. This user-friendly
service saves time and money transferring funds to over 350 locations across in India.

3. Wholesale Banking
Wholesale Banking is a reflection of ING Vysya Bank's ability to provide its corporate
clients in India a full range of commercial, transactional and electronic banking products.
The bank offers a wide array of client-focused corporate banking services, including working

M. P. Birla Institute of Management. 33

capital finance, trade and transactional services, foreign exchange and cash management.
A well-integrated approach to relationship management and innovative product development
helps the bank achieve the above. The offerings take into account a client's risk profile and
specific needs. The bank has made significant inroads into the formal banking consortia of a
number of Indian companies including multinationals, domestic business houses and prime
public sector companies, based on our superior product delivery, industry benchmark service
levels and strong customer orientation.

a. Credit Products and Structured Finance

The bank understands the importance of providing working capital finance and structured
finance facilities to their clients. Which is why, they have special groups, working on newer,
better ways to help manage money of their clients.

b. Offshore Borrowings

With the bank's strong capabilities in lead managing, underwriting and syndicating foreign
currency loan offerings, we excel at external commercial borrowings, particularly offshore
foreign currency loans to large Indian clients. They have two teams

 Origination and execution teams based in India

 The strong distribution team based in Singapore.

c. Investment Banking, Local Debt Syndication and Securitisation

The bank is uniquely positioned to be able to advice, lead manage and place, thus giving
the customer the advantage of being a full fledged Commercial Bank along with investment
banking. As a Category I merchant banker registered with SEBI, the bank has an advanced
product portfolio that includes the following:

 Financial advisory services for mergers and acquisitions, capital and debt
structuring and restructuring, private capital raising and structured financing. This
includes onshore as well as offshore

M. P. Birla Institute of Management. 34

  Local debt distribution, both in loan and bond forms, including plain vanilla debt
and structured debt.
 Securitization - We advise our clients on securitizing their assets with a view to sell
them. Our services include advisory, structuring portfolios, assist in obtaining ratings
for the portfolios & sell-down of the portfolio.

The investment banking services are provided to a range of Indian as well as offshore clients.
For cross border transactions involving global clients, the investment-banking group works
closely with ING Bank's global corporate finance and investment banking offices

d. Trade Finance and Commodities

As an innovative solution provider of international and domestic trade flows of their
clients, they offer an entire range of trade finance products. The product suite, offered in
close co-ordination with the ING global network of structured trade finance units includes
documentary credit, guarantees, bills/ invoices discounting, supply chain financing, pre/post-
export finance and structured trade/commodity finance.

1. Letters of Credit: Letter of credit facilities (inland/ foreign) are provided to the customers
for meeting working capital requirement needs as well as for capital equipment purchases.

2. Guarantees: Guarantees are issued on behalf of the domestic and international customers
in favour of corporations and government authorities. In addition, as a part of their project
financing activity, they issue guarantees to foreign lenders, export credit agencies and
domestic lenders on behalf of the clients.

3. Bill Discounting: Bill discounting involves financing of short-term trade receivables

through negotiable instruments/ invoices discounting. This has gained considerable
importance in recent past in view of self-liquidating nature.

M. P. Birla Institute of Management. 35

4. Supply Chain Financing (SCF): SCF refers to trade credit extended by the Bank to
partners involved in comprehensive supply chain process (commodities to cash) commencing
from conversion of raw material into parts/ components, consumed by big manufacturers and
thereafter sold to ultimate consumers through dealers. Core objective is to provide integrated
financial solution to the supply and distribution channels of their corporate clients.

5. Export Credit: ING Vysya provides extensive export credit for pre-shipment and post-
shipment requirements of exporter borrowers in rupees and foreign currencies. They also
arrange discounting of bills under export LCs by overseas banks at competitive pricing with/
without recourse to the exporters.

6. Import Finance: import finance (buyers / suppliers credit) under LCs opened by various
Indian banks for import of raw material as well as capital equipment

e. Cash Management Services

Understanding the customer's need for prompt and efficient cash management services, the
bank has come out with a variety of solutions to meet the complex collection and payment
requirements of various businesses.

The bank has field specialists who guarantee a flexible response to customer's needs as and
when required. Expert advice from them also ensure that the products and solutions decrease
interest costs, help manage funds efficiently and keep a trail of transactions through web-
enabled support

4. FINANCIAL MARKETS

M. P. Birla Institute of Management. 36

 Management of risk continues to be one of the most important aspects of running
successful businesses. They mainly concentrate on providing solutions and services for
managing different risks in business, dealing in foreign currency for import/export or short
term assets or liabilities.

a. Market Making & Trading

The Market Making unit provides competitive prices on all major currency and interest
rate products to the client facing Financial Market Sales teams as well as to other market
participants. The product range includes the Indian Rupee, all major currencies, FX Swaps,
Government of India Securities, Corporate Debt and most Rupee Interest Rate benchmarks
including the Overnight Index Swaps and MIFOR. ING Vysya Bank is one of the largest and
most competitive price makers in Indian Rupee.

b. Asset Liability Management

The ALM unit of Financial Markets plays a pivotal role in the formulation and
implementation of the bank's Asset Liability Management strategy. The ALM team manages
the banks statutory and investment portfolios. It is also responsible for managing liquidity
and interest rate risk and plays an active role in the management of Transfer Pricing within
the bank.

c. Financial Market Sales

Financial Markets Sales team offers solutions to clients for their varied risk management
needs. The Sales team is geographically distributed across offices in Delhi, Mumbai,
Bangalore and Chennai. Strong client relationships acquired over the bank's 75 years of
service in the Indian markets augment their understanding of customer needs and risk
management requirements.
The sales team is supported at each location by information systems providing
comprehensive and up-to-date market information, tools for analysis and access to research

M. P. Birla Institute of Management. 37

from the ING Group and ING Vysya Bank. The sales teams use some of the most advanced
pricing systems so as to be able to structure and price across a wide range of products.
To aid this the Sales team is supported by a niche Structuring desk that, apart from helping in
product structuring based on both client needs and market opportunities, helps in efficient
execution of mandates

d. Products and Services

Foreign Exchange Transactions
They offer currency conversions, trading, hedging and investment solutions in G-10 and
other emerging currencies for all business needs. ING Vysya Bank is one of the leading
players and best price makers in the India Rupee Spot market

e. Money Market Products

They assist their clients in their liquidity and cash flow management through a number of
instruments, which include
 Certificates of Deposit
 Corporate Bonds
 Commercial Paper
 Repurchase Agreements
 OTC deposits

M. P. Birla Institute of Management. 38

 PRACTICES FOLLOWED BY BRANCHES:

1. Display business hours.

2. Renders equitable and courteous services.
3. Attending to all customers present in the banking hall at the close of business hours.
4. Provides separate 'Enquiry' or 'May I Help You' services with dedicated
“Customer Care Officers” at select branches.
5. Offers nomination facility to all deposit accounts (i.e. account opened in individual
capacity).
6. Displays prevailing interest rates for various deposit accounts.
7. Notifies change in interest rates on advances through specific communication to
borrower.
8. Provides details of various deposit schemes/services of the Bank
9. Issues Demand Drafts, Pay Orders, Mail Transfer, Telegraphic Transfers, etc.
10. Completes the transactions within reasonable time.
11. Provides complaint or suggestion box in the premises of branch.
12. Displays address of Customer Care Unit and Regional office dealing with customer
grievances/complaints.
13. Make available the product literature / brochures of the products / services offered
by the bank.

M. P. Birla Institute of Management. 39

 FINANCIAL RESULTS

Significant business performance

 The total deposits the Bank stood atRs.13,136 crore as on 30 June 2006,
compared toRs.12,606croreas on 30 June 2005, recording a growth
(Y-on-Y) of 4.20% .

 Net Advances stood at Rs.9,578 crore as on 30 June 2006, compared

toRs.9,011croreas on 30 June 2005, recording a growth (Y-on-Y) of 6.29%

 Investments of the Bank stood atRs.4,268 crore as on 30 June 2006, compared

toRs.4,319croreas on 30 June 2005.

 The number of branches as on 30 June 2006 stood at 392 and the Bank’s ATM
network stood at 123 (including 11 Self Bank ATM’s)

M. P. Birla Institute of Management. 40

 Key figures

2005-06 2004-05 % change

Net Interest income 481.19 356.76 34.88

Other Income 190.31 122.67 55.14

Total income 671.50 479.43 40.06

Operating Costs 518.79 380.10 36.49

Pre provision profit 152.71 99.33 53.74

Provisions and contingencies 131.19 172.77 -24.07

Profit before tax 21.52 (73.44) 129.30

Provision for tax 12.46 (35.26) 135.34

Profit after tax 9.06 38.18) 123.73

M. P. Birla Institute of Management. 41

M. P. Birla Institute of Management. 42
M. P. Birla Institute of Management. 43
M. P. Birla Institute of Management. 44
M. P. Birla Institute of Management. 45
M. P. Birla Institute of Management. 46
 Other Key Initiatives
The Bank opened eight new branches, including the conversion of an existing extension
counter (EC) to a branch, bringing the total number of branches and ECs of the bank to 377
and 56 respectively. The bank also operates 28 satellite offices. With the increased emphasis
on automation, a total of 368 offices are now connected to the networked core-banking
platform.
The ATM network of the bank reached 114 machines, which is inclusive of nine Self Bank
outlets opened in Bangalore. These Self Banks are a unique concept introduced by ING as a
first in the country.
The bank also launched Mi-remit, an Inbound Money Transfer Service from the U.S.A. The
service offers a secured online mode of remitting money by any non-resident Indian in the
U.S.A. to a beneficiary in India -24 hours a day, 7 days a week. It is offered by the Bank in
association with
TimesofMoney Limited, which has provided the technology and back-end services.
CRISIL has reaffirmed its rating of “AA+/Stable” for the Bonds raised by the bank.

M. P. Birla Institute of Management. 47

 SWOT Analysis

Strength
1. ING groups world wide presence and image has enhanced its credibility. And it has the
back up of the Financial power house.
2. Long standing relationships with clients
3. Hi story of reliable banking
4. Customer friendly product line

Weakness
1. No strong brand power, when compared to Citibank or SBI.
2. People still associate it with traditional Vysya bank and are not completely aware of all its
latest facilities.
3. Its presence is mainly concentrated in south India.
4. Visibility of the brand is less when compared to other banks.

Opportunities
1. The economy is booming and there is an increasing openness to International firms.
India is having a growing consumer class.
2. The retail banking sector is expected to grow at 120%, so it offers good opportunities to
grow and increase the customer base
3. Tremendous opportunity in Salary accounts of companies to increase transactions

Threats
1. Banks like ICICI, UTI etc. that is all the new generation private sector banks.
2. Most of these banks offer similar products, facilities and features.

M. P. Birla Institute of Management. 48

 Part B

M. P. Birla Institute of Management. 49

 Understanding consumer behavior in the
purchase of financial products and services
and Competitor analysis with respect to
ING Vysya Bank

M. P. Birla Institute of Management. 50

 Consumer Understanding
The field of consumer behavior studies how individuals, groups and organization select, buy,
use and dispose of goods, services, ideas, or experiences to satisfy their needs and desires.

Category- Retail Banks

The banking industry worldwide has been showing steady progress since 2002. Much of the
growth in the worldwide banking industry can be attributed to the surge in the retail-banking
sector in the Asia Pacific region. In India total asset size of the retail banking industry grew
at a rate of 120% to reach a value of $66 billion in 2005. This growth in retail banking sector
has helped in the growth of the overall banking sector. In future the retail banking industry in
India is likely to reach a value of $300 billion by 2010. Competition is fierce, particularly
from local private banks such as HDFC and ICICI, in the business of home, car and
consumer loans There are two main reasons behind this. Firstly, it is now undeniable that the
face of the Indian consumer is changing. This is reflected in a change in the urban household
income pattern. The direct fallout of such a change will be the consumption patterns and
hence the banking habits, which will now be towards Retail products.

M. P. Birla Institute of Management. 51

 Objective:
The aim of the project was to understand consumer behavior in the purchase of financial
products and services and Competitor analysis with respect to ING Vysya Bank

Research topic given as a part of the internship was “understanding consumer behavior in the
purchase of financial products and services and Competitor analysis with respect to ING
Vysya Bank”.

Design
A copy of the questionnaire is given below, formulated by me as per the
requirements of the bank. The questionnaires were filled in by the general public with whom
I interacted at various locations in Bangalore city, like Garuda Mall, Bangalore Central, The
Forum, and in the vicinity of various companies and at the various bank ATMs’(apart from
ING Vysya). I had to interview general public who would give me their opinions
Regarding their primary bank and also about various features and products about their Bank
and their views regarding other banks.

Approach –
Qualitative study with a random sample size of 90

M. P. Birla Institute of Management. 52

 Questionnaire

Name : __________________________________

(Tick the appropriate)

Occupation : Student ( ) Salaried ( ) Self employed ( ) Retired ( )
Others ( )

Gender : Male/Female

Age Group : 18-25 ( ) 26-35 ( ) 36-45 ( ) 45-above ( )

1. Are you a customer of these banks? (Tick the appropriate)

SBI ( ) CITIBANK ( ) ING Vysya ( ) ICICI ( )
Others ___________________

2. How would you rate the following on a 5 point scale?

Parameter Points
Performance
Customer friendly
Promised Delivery
ATM access

3. How do you associate the following banks against these parameters?

Banks Trustworthy Aspiration Easy to Customer Speedy Delivers on

deal Satisfaction process Promises
Citibank
HDFC
HSBC
ICICI
ING Vysya
SBI
Stan Chart
UTI

M. P. Birla Institute of Management. 53

 4. How often do you visit the bank branches and ATMs? (Tick the appropriate)
Branches ATMs
Once a week
Twice a week
Once in a month
Others

5. How often do you visit other bank ATMs and for what reason?
ATMs
Once a week
Twice a week
Once in a month
Others
(Tick the appropriate)
ATM not functioning ( ) Emergency ( )
Proximity ( ) No Cash ( )

6. How would you rate your present bank? (Tick the appropriate)
Excellent ( ) Good ( ) Bad ( ) Worse ( )

7. How long have you been with your present bank_______________.

8. Which of the following products you use of your bank? (Tick the appropriate)
Credit card ( ) Home loan ( ) Personal loan ( )
Vehicle loan ( ) Others ( )

9. What is your opinion about celebrity endorsement on Ads? (Tick the appropriate)
Good ( ) Bad ( )

10. Do you think celebrity endorsement influences people to stick to a product or shift
products? (Tick the appropriate)
Yes ( ) No ( )

Thank you for your co-operation

------------------------------------------------------------------------------------------------------------

M. P. Birla Institute of Management. 54

 FINDINGS

M. P. Birla Institute of Management. 55

 OCCUPATION
0%

7%
Student
3%

Salaried

Self employed

Retired
90%

90% of the respondents were salaried .

7% of the respondents were students
3% of the respondents were self employed

GENDER

36%
Male

Female

64%

Of the 90 respondents interviewed

 64% of them were male and 36% were female.

M. P. Birla Institute of Management. 56

 INCOME GROUP

11%
25% Less than
15000
24% 15000-25000

25000-40000

40000 & above

40%

Income group
 25% of them in the income group less than Rs.15,000 p.m.
 40% of them in the income group Rs.15,000-25,000 p.m.
 24% of them in the income group Rs.25,000-40,000 p.m.
 11% of them in the income group Rs.40,000 p.m. and above.

Age Group
18-25
10% 2%
26-35
39%

36-45

45 &
49% above

Age Group
 39% of them were in the age group between 18-25 years,
 49% of them were in the age group between 26-35 years,
 10% of them were in the age group between 36-45 years,
 2 % of them were in the age group between 45 and above.

M. P. Birla Institute of Management. 57

 Primary banks

HDFC
Citibank
7% 3% 1% 13% SBI
3%
ICICI
UTI
HSBC

30% 34% STAN CHART

ANDHRABANK
9%

 34% of the respondents had a primary bank account of Citibank,

 30% of the respondents had a primary bank account of ICICI,
 13% of the respondents had a primary bank account of HDFC,
 9% of the respondents had a primary bank account of SBI,
 7% of the respondents had a primary bank account of HSBC,
 3% of the respondents had a primary bank account of UTI,
 3% of the respondents had a primary bank account of Stan Chart.
 1% of the respondents had a primary bank account of Andhra Bank

M. P. Birla Institute of Management. 58

The respondents were asked to rate the parameters like Performance, Customer friendly,
Promised Delivery, ATM access on a 5 point rating scale

Rating of parameters

20% Performance
31%
Customer friendly
Promised Delivery
26%
23% ATM access

.
Of the above parameters ATM access, received a maximum rating of 31%.
26% for customer friendly, 23% for promised delivery and 20% Performance

M. P. Birla Institute of Management. 59

Association of bank of against parameters

CITIBANK
Trustworthy
1%
Aspiration
12% 1%
7% Easy to deal with

Cust friendly

Speedy process
55%
24%
Delivers on
Promises

Citibank came across as the Aspiration bank for the customers followed by Easy to
deal with.

HDFC
Trustworthy

Aspiration
11% 2% 7% 2%
Easy to deal with

Cust friendly

Speedy process

Delivers on
31% Promises
47%

HDFC bank came across as the most Easy to deal with Bank, followed by Customer
friendly.

M. P. Birla Institute of Management. 60

 HSBC
Trustworthy

6% 4% 4% Aspiration
10%
Easy to deal with

Cust friendly

Speedy process
22% 54%
Delivers on
Promises

HSBC Bank also came across as the most Aspiration bank on par with Citibank,
followed by Easy to deal with.

ICICI
Trustworthy
1% Aspiration
7% 3%0%
Easy to deal with
38% Cust friendly

Speedy process
51% Delivers on
Promises

ICICI Bank came across as the most Customer Friendly bank followed by Easy to
deal with.

M. P. Birla Institute of Management. 61

 ING Vysya
Trustworthy
18% Aspiration
0%
5% Easy to deal with

Cust friendly
8% Speedy process
0% 69%
Delivers on
Promises

ING Vysya came across as trustworthy bank followed by delivers on promises

SBI
1% Trustworthy
0%
Aspiration
8% 8%
Easy to deal
0%
with
Cust friendly

Speedy
process
Delivers on
83% Promises

SBI came across as a trustworthy bank followed by both easy to deal with and
delivers on promises

M. P. Birla Institute of Management. 62

 Stan Chart Trustworthy

Aspiration
16% 16%
Easy to deal with
11%
Cust friendly

25% Speedy process

21%
11% Delivers on Promises

Stan Chart came across as an Aspiration bank followed by customer friendly

UTI
Trustw orthy

2% Aspiration

4% 0%
Easy to deal w ith
22% 29%
Cust friendly

Speedy process

Delivers on Prom ises

43%

UTI came across as a customer friendly bank followed by easy to deal with.

M. P. Birla Institute of Management. 63

The respondents were asked how often they visited their bank branches and
ATMs.

Visit to Branches

Once a week
7% 2%
Twice a week
42%
Once a month

Others
49%

49% of the respondents said they visited the branches once a month
7% of the respondents said they visited the branches once a week
2% of the respondents said they visited the branches twice a week
42% of the respondents said they visited the branches others (greater than one month)

M. P. Birla Institute of Management. 64

The respondents were asked how often they visited the ATMs

Visit to ATMs

5% 1%
25% Once a week
Twice a week
Once a month

69% Others

69 of the respondents said they visited the ATMs once a week

25 of the respondents said they visited the ATMs twice a week
5 of the respondents said they visited the ATMs once a month
1 of the respondents said they visited the ATMs

M. P. Birla Institute of Management. 65

The respondents were asked the main purpose for which they visited the other bank ATMs

REASON FOR VISITING OTHER BANK ATMs

15% ATM not
25%
functioning
Emergency

Proximity

No cash
19% 41%

41% of the respondents said Emergency

25% of the respondents said No cash
19% of the respondents said Proximity
15% of the respondents said ATM not functioning

M. P. Birla Institute of Management. 66

The respondents were asked to rate their experience with their bank as Excellent
 Good
 Average
 Bad
 Worse

Rating customer gives for his/her bank

5% 2% 6%
3%
Excellent

Good

Average

Bad

Worse
84%

84% of the respondents said their bank(current bank) was Good

6% of the respondents said their bank(current bank) was Excellent
5 % of the respondents said their bank(current bank) was Bad
3% of the respondents said their bank(current bank) was Average
2% of the respondents said their bank(current bank) was worse

M. P. Birla Institute of Management. 67

The respondents were asked how long they have been associated with their present bank

Customer relationship with his/her in average no of Yrs

9
7.63 HDFC
8 7
7 CITIBANK
6 ICICI
Y e a rs

5 SBI
4 2.95 3.26 3.28 3.27 HSBC
2.82
3 2.17 UTI
2 STANCHART
1
ANDHRA BANK
0

C I I I
F NK IC SB B C UT T
NK
HD BA
IC HS AR
I H BA
C IT
ANC RA
S T DH
AN
Banks

SBI had a maximum no of years (7.63)

M. P. Birla Institute of Management. 68

The respondents were asked which of these products they use of their bank
 Credit card
 Home loan
 Personal loan
 Education loan
 Vehicle loan
 Others

Products customer uses of his/her bank

7% 4% 1%

10% Credit card

Home loan
Personal Loan
Educational Loan
7%
Vehicle Loan
Others
71%

71% of the respondents said credit card

10% of the respondents said personal loan
7% of the respondents said home loan
7% of the respondents said educational loan
4% of the respondents said vehicle loan
1% of the respondents said others

M. P. Birla Institute of Management. 69

The respondents were asked about their opinion on celebrity endorsement

Opinion about Celebrity endorsement

33%
Good

Bad

67%

67% of the respondents said good

33% of the respondents said bad

M. P. Birla Institute of Management. 70

The respondents were asked if celebrity endorsement influences people to stick to a product
or shift products

Celebrity Influence on customer

34%

Yes

No

66%

66% of the respondents said it does not influence them

34% of the respondents said it does not influence them

M. P. Birla Institute of Management. 71

 Inferences
1. Most of the respondents had Citibank as their primary bank. Of the respondents
interviewed 34% had a Citibank a/c, 30% ICICI, 9% SBI, 13% HDFC, 7%HSBC as their
bank.

2. The respondents were asked to rate the parameters like Performance, Customer friendly,
Promised Delivery, ATM access on a 5 point rating scale.

3. Of the above parameters ATM access, received a maximum rating of 31%. 26% for
customer friendly, 23% for promised delivery and 20% Performance.

4(a) The most aspirational Bank is Citibank, HSBC comes a closes 2nd followed by
StanChart.
(b) The most trustworthy bank is SBI followed by ING Vysya and Stan Chart.
HDFC toped the list of the bank being the most easy to deal with followed by ICICI and
UTI came 3rd
(c) ICICI came across as the most customer friendly bank followed by UTI and HDFC.
(d) UTI came across as the bank with the most speediest process of various transactions
followed by Citibank, both StanChart and HDFC cam 3rd in this
(e) ING Vysya came across as the bank which delivers its promises followed by StanChart
and SBI came 3rd in this

5. Since 69% of the respondents visit their ATM once a week ATM accessibility came across
as the most important aspect expected from a bank.
Respondents used the other bank ATMs in times of emergency and when their own banks
ATMs did not dispense cash or were not accessible.

M. P. Birla Institute of Management. 72

6. 84 % of the respondents when asked to rate their experiences with their present bank rated
good, with just 6 % of them rating their primary bank as excellent and 5% of the
respondents rated their bank worse.

7. SBI came across as the bank having the highest relationship with their customers in
average number of years followed by Andhra Bank followed by Stan chart.

8. Credit card was the most availed product of any bank followed by personal loans. Home
loans and education loans was the preferred 3rd option

9. Though the respondents felt that celebrity endorsements are good, they would not be
influenced into making a purchase decision because of it.

M. P. Birla Institute of Management. 73

 Recommendations

1. ATM accessibility is a very important aspect for an bank, so its imperative to have a very
good ATM Network.

2. Easy to deal with and customer friendly, speedy processes are very important for a bank
which goes on to prove that the above three parameters go a long way in building customer
base and rapport with them.

3. Delivering on promises and being trustworthy is the other really important factor
according to respondents.

4. On the whole, an positive interaction with the customers (customer care) helps in
generating sustaining long term relationships the with the clients.

5. Internet banking is the most used facility by the people now and customers hardly visit
branches, they prefer to do all their transactions on the internet. So it is important to have
an excellent internet banking facility.

6. Banks should have other products like Insurance and Mutual funds, which should be
marketed aggressively and the existing client base because these are the most preferred
option.

7. Most of the customers are happy with their present bank so we need to create any extra
facility to make customers inclined towards our bank. Like tie-ups with various outlets,
having petro card, etc.

8. Should have tie ups with corporates’ to have corporate salary accounts so as to increase
customer base which in turn increases transactions.

M. P. Birla Institute of Management. 74

 Bibliography
Websites
1. http://www.ingvysyabank.com
2. http://www.moneycontrol.com
3. http://economics.about.com/cs/finance/a/india_banking.htm
4. http://www.google.com.
5. http://www.banknetindia.com/banklinks.htm

Books
1. Research design by Kothari.
2. Marketing Management by Philip Kotler.

M. P. Birla Institute of Management. 75