A PROJECT REPORT ON COMPARISION OF ING VYSYA BANK WITH ICICI AND HDFC BANK Submi tted in partial fulfillment

of the requirement of award of the degree of MASTERO F BUSINESS ADMINISTRATION Undersupervision of Mr. Amit Gupta Operation Manager ING VYSYA BANK ,Muzaffarnag ar SUBMITTED TO Submitted by Nitesh Kumar Saini M.B.A IIInd Semester Roll No. 0827270053 UTTAR PRADESH TECHNICAL UNIVRESITY,LUCKNOW Greater Noida Institute of Technology-MBA INSTITUTE 7,knowledge Park-II Greater Noida -201306 Page 1

CONTENTS PAGE No. CERTIFICATE .3

DECLARATION .4 ACKNOWLEDGEMENT 5 LIST OF GRAPHS (4.1) CHAP 38 CHAPTER-3 DESIGN OF STUDY .39-43 THE STUDY OBJECTIVES OF THE STUDY METHODOLOD THE STUDY LIMITATION CHAPTER-4 ANALYSIS OF DATA 44-65 CHAPTER-5 FINDINGS BIBLOGRAPHY 73 Page 2

ANNEXURE 74-82

CERTIFICATE This is to certify that the Summer Training Project Report entitled of the requirement for the degree of the Master of Business Administration from U. P. Technical University, Lucknow, is an independent original research work d one by him/her under my supervision and guidance. Place: .. Date: .. Director GNIT-MBA Institute Page 3

DELARATION I hereby to declare that the work for the Dissertation report entitled Comparison of ING VYSYA Bank with HDFC and ICICI Bank am completely done by me, based on m y work conducted in ING VYYSA BANK, MUZAFFARNAGAR I also declare that this proje ct work has not been submitted to any other university or Institution for the aw ard of any degree, diploma, fellowship or other similar title. Admittedly, I hav e received suggestions and guidance from my guides for the partial fulfillment o f M.B.A. (Nitesh Kumar Saini) Page 4

ACKNOWLEDGEMENT If words are considered to be signs of gratitude then let these words Convey the very same. My sincere gratitude to Mr. Amit Gupta junior manager, ING VYSYA BAN K and giving necessary directions on doing this project to the best of my abilit ies. I am highly indebted to Mr. Amit Mahendru, Branch Manager, who provided me with the necessary information and also for the support extended out to me in th e completion of this report and his valuable suggestion and comments on bringing out this report in the best way possible. So in the same sequence at very first, I would like to acknowledge my parents be cause of whom I got the existence in the world for the inception and the concept ion of this project. Later on I would like to confer the flower of acknowledgeme nt to Ms. BARNALI SARKAR and other faculty members who taught me that how to do project through appropriate tools and techniques. Because ING VYSYA BANK has giv en me a chance to do my integrated project report., I would like to give thanks Dr. SHAKTI PRAKASH (Head of Department) GNIT-MBA INSTITUTE. Page 5

CHAPTER -1 INTRODUCTION Page 6

INTRODUCTION Banking system of a nation is the shadow of nations economy. A healthy and profit able banking system is just like the backbone of nations economy. It is necessary for a nation to achieve growth and remain stable in this global world and globa l economy. The Indian banking system, with one of the largest banking networks i n the world, has witnessed a series of reforms over the past few years like the deregulation of interest rates, dilution of the government stake in public secto r banks (PSBs) and the increased participation of private sector banks. 1.1 History of INDIAN BANKING SYSTEM Banking in India originated in the last decades of the 18th century. The first b anks were The General Bank of India, which started in 1786, and the Bank of Hind ustan, both of which are now defunct The oldest bank in existence in India is th e State Bank of India, a government-owned bank that traces its origins back to J une 1806 and that is the largest commercial bank in the country. Allahabad Bank, established in 1865 and still functioning today, is the oldest Joint Stock bank in India. Central banking is the responsibility of the Reserve Bank of India, which in 193 5 formally took over these responsibilities from the then Imperial Bank of India , relegating it to commercial banking functions. After India s independence in 1 947, Page 7

the Reserve Bank was nationalized and given broader powers. In 1969 the governme nt nationalized the 14 largest commercial banks; the government nationalized the six next largest in 1980. In 1948, the Reserve Bank of India, India s central b anking authority, was nationalized, and it became an institution owned by the Go vernment of India. In 1949, the Banking Regulation Act was enacted which empowered the Reserve Bank of India (RBI) "to regulate, control, and inspect the banks in India." The Banking Regulation Act also provided that no new bank or branch of an existi ng bank could be opened without a license from the RBI, and no two banks could h ave common directors Page 8

1.2 Liberalization in INDIAN BANKING SYSTEM In the early 1990s, the then government embarked on a policy of liberalization, licensing a small number of private banks. These came to be known as New Generat ion tech-savvy banks, and included Global Trust Bank (the first of such new gene ration banks to be set up), which later amalgamated with Oriental Bank of Commer ce, Axis Bank(earlier as UTI Bank), ICICI Bank and HDFC Bank. This Page 9

move, along with the rapid growth in the economy of India, revitalized the banki ng sector in India, which has seen rapid growth with strong contribution from al l the three sectors of banks, namely, government banks, private banks and foreig n banks The next stage for the Indian banking has been setup with the proposed r elaxation in the norms for Foreign Direct Investment, where all Foreign Investor s in banks may be given voting rights which could exceed the present cap of 10%, at present it has gone up to 49% with some restrictions. The new policy shook t he Banking sector in India completely. Bankers, till this time, were used to the 4-6-4 method (Borrow at 4%; Lend at 6%; Go home at 4%) of functioning. The new wave ushered in a modern outlook and tech-savvy methods of working for tradition al banks. All this led to the retail boom in India. People not just demanded mor e from their banks but also received more. Currently (2009), banking in India is generally fairly mature in terms of supply, product range and reach-even though reach in rural India still remains a challenge for the private sector and forei gn banks. In terms of quality of assets and capital adequacy, Indian banks are c onsidered to have clean, strong and transparent balance sheets relative to other banks in comparable economies in its region. The Reserve Bank of India is an au tonomous body, with minimal pressure from the government. The stated policy of t he Bank on the Indian Rupee is to manage volatility but without any fixed exchan ge rate-and this has mostly been true. With the growth in the Indian economy exp ected to be strong for quite some timeespecially in its services sector-the dema nd for banking services, especially retail Page 10

banking, mortgages and investment services are expected to be strong. One may al so expect M&As, takeovers, and asset sales. Currently, India has 88 scheduled co mmercial banks (SCBs) - 27 public sector banks (that is with the Government of I ndia holding a stake), 31 private banks (these do not have government stake; the y may be publicly listed and traded on stock exchanges) and 38 foreign banks. Th ey have a combined network of over 53,000 branches and 17,000 ATMs. The public s ector banks hold over 75 percent of total assets of the banking industry, with t he private and foreign banks holding 18.2% and 6.5% respectively. 1.3 The Origin of ING Group ING group originated in 1990 from the merger between Nationale Nederlanden the lar gest Dutch Insurance Company and NMB Post Bank Group. Combining roots and ambition s, the newly formed company called Internationale Nederlanden Group . Market cir cles soon abbreviated the name to I-N-G. The company followed suit by changing t he statutory name to ING Group. ING is a global financial services company provi ding banking, investments, life insurance and retirement services and operates i n more than 50 countries. PROFILE ING is a global financial institution of Dutch origin offering banking, investme nts, life insurance and retirement services. ING serve more than 85 million priv ate, corporate and institutional customers in Europe, North and Latin America, A sia and Australia. They draw on their experience and expertise, their commitment to Page 11

excellent service and their global scale to meet the needs of a broad customer b ase, comprising individuals, families, small businesses, large corporations, ins titutions and governments STRATEGY INGs overall mission is to help customers manage their financial future. Capitali zing on changing customer preferences and building on our solid business capabil ities, INGs strategic focus is on banking, investments, life insurance and retire ment services. They provide retail customers with the products they need during their lives to grow savings, manage investments and prepare for retirement with confidence. With wide range of products, innovative distribution models and stro ng footprints in both mature and developing markets, ING has the long-run econom ic, technological and demographic trends on their side. ING aligns its business strategy around a universal customer ideal: saving and investing for the future should be easier. While steering the business through turbulent times, ING will execute efforts across all its business lines to strengthen customer confidence and meet their needs, preserve a strong capital position, further mitigate risks and bring its costs in line with revenue expectations. COPERATE RESPOSIBILITY ING wants to pursue profit on the basis of sound business ethics and respect for its stakeholders. Corporate responsibility is therefore a fundamental part of I NGs strategy: ethical, social and environmental factors play an integral role in business decisions Page 12

1.4 FINANCIAL RESULTS FY 2008 Income (in EUR milion) Insurance operations Banking operations Total Inc ome1 Operating Expenses Insurance operations Banking operations Total operating expenses Addition to loan loss provision Banking operations Insurance result bef ore tax Banking result before tax Total result before tax Taxation Minority inte rests Net result Figures per ordinary share (EUR) Net result Earnings 2) Dividen d Shareholders equity Balance Sheet (in EUR billion) Total assets Total equity 1, 332 29 1.312 40 1,226 41 1,159 38 964 28 -0.36 -0.56 0.74 8.55 4.32 4.32 1.48 17 .73 3.57 3.57 1.32 17.78 3.32 3.32 1.18 16.96 2.71 2.71 1.07 12.95 5,422 10,303 15,725 1,280 -1,635 148 -1,487 -721 -38 -729 5,515 9,967 15,481 125 6,533 4,510 11,043 1,534 267 9,241 5,275 9,087 14,362 103 4,935 5,005 9,940 1,907 341 7,692 5,195 8,844 14,039 88 3,978 4,916 8,894 1,379 305 7,210 4,746 8,795 13,541 465 4 ,322 3,418 7,740 1,709 276 5,755 54,851 11,731 66,291 62,208 14,602 76,587 59,64 2 14,195 73,621 57,403 13,848 71,120 55,614 12,678 68,171 FY2007 FY2006 FY2005 F Y2004 Page 13

Shareholders equity Capital Ratios (%) ING Group debt/equity ratio Insurance capi tal coverage ratio Insurance debt/equity ratio Bank Tier-1 ratio Market capitali sation (in EUR billion) Shares (in millions): Outstanding Preference shares outs tanding Key Performance Indicators - Net return on equity (ROE) - Net result gro wth Insurance - Value of new life business - Internal rate of return - Combined ratio (non-life) Banking - Cost/income ratio - RAROC after tax Assets under mana gement (in EUR billion) Staff (FTEs end of period) 17 37 38 37 28 13.8% 256% 8.5% 9.32% 15 9.5% 244% 13.6% 7.39% 60 9.0% 274% 14.2% 7.63% 74 9.4% 255% 13.4% 7.32% 65 10.2% 204% 14.3% 6.92% 49 2,063 2,226 16 2,205 63 2,205 87 2,205 87 -2.1% -108% 1,023 13.9% 97% 87.8% 1.2% 551 24.2% 20% 1,113 14.3% 97% 68.3% 19.9% 643 23.5% 7% 807 13.3% 91% 64.0% 19.7% 600 26.6% 25.4% 25% n.a. 805 13.2% 95% 63.9% 22.6% 547 632 12.1% 94% 69.4% 14.5% 492 124,661 124,634 119,801 116,614 112,195 Page 14

The ING Vysya BANK Ltd. 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 financi al 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 visionarie s came together to form a bank that would extend a helping hand to those who wer en t privileged enough to enjoy banking services. ING and ING Vysya Life Insuran ce are headquartered at Bangalore, while the corporate office of ING Investment Management is situated at Mumbai. The synergies arising out of the three distinc t but complimentary businesses are bound to be an asset to the group in the chan ging market dynamics of the future. The first such signs are already visible on the horizon with combined products being successfully launched by the different entities of the group in conjunction with each other It s been a long journey si nce then and the Bank has grown in size and stature to encompass every area of p resent-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 po sition 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 stupendou s. The 75th anniversary, the Platinum Jubilee of the bank was celebrated during 2005. Page 15

The long journey of seventy-five years has had several milestones Page 16

1930 Set up in Bangalore 1948 Scheduled Bank 1985 Largest Private Sector Bank 19 87 The Vysya Bank Leasing Ltd. Commenced 1988 Pioneered the concept of Co brandi ng of Credit Cards 1990 Promoted Vysya Bank Housing Finance Ltd. 1992 Deposits c ross Rs.1000 crores 1993 Number of Branches crossed 300 1996 Signs Strategic All iance with BBL., Belgium. Two National Awards by Gem & Jewellery Export Promotio n Council for excellent performance in Export Promotion Cash Management Services, & commissioning of VSAT. Golden Peacock Award - for 19 98 the best HR Practices by Institute of Directors. Rated as Best Domestic Bank in India by Global Finance (International Financial Journal - June 1998) 2000 St ate -of - the -art Date Centre at ITPL, Bangalore. RBI clears setting up of ING Vysya Life Insurance Company 2001 ING-Vysya commenced life insurance business. The Bank launched a range of p roducts & services like the Vys Vyapar Plus, the range of loan schemes for trade rs, ATM services, Smartserv, personal assistant service, Save 2002 & Secure, an account that provides accident hospitalization and insurance cover, Sambandh, th e International Debit Card and the mi-b@nk net banking service. 2002 ING takes o ver the Management of the Bank from October 7th , 2002 2002 2003 RBI clears the new name of the Bank as ING Vysya Bank Ltd, vide their letter of 17.12.02 Introd uced customer friendly products like Orange Savings, Orange Current and Protecte d Home Loans 2004 Introduced Protected Home Loans - a housing loan product 2005 2006 Introduc ed Solo - My Own Account for youth and Customer Service Line Phone Page 17 Banki ng Service Bank has networked all the branches to facilitate AAA transactions i. e. Anywhere, Anytime & Anyhow Banking

The ING Vysya Bank Muzaffarnagar ING Vysya Bank Muzaffarnagar branch was established somewhere in September 2008 and it stands at third position in the region for its performance. It is the new est Private Sector Bank in the city and yet has achieved a remarkable growth rat e in past 7 months. It has got its Journal Ledger of the size of Rs.120, 000,000 (12 crore rupees) and has got customer base of 1800 well satisfied happy custom ers. Every month around 70 to 90 saving accounts and 20 to 30 current account ar e opened which shows the consistency of the Bank and currently bank holds around 1500 saving bank accounts CHAPTER-2 Page 18

REVIEW RELATED LITRATURE LITRATURE REVIEW Page 19

Types of saving accounts offered by ING Vysya Bank A) ORANGE SAVINGS ACCOUNT: This account is the basic product of ING Vysya Bank. In this account minimum cas h balance required to open an account & the Quarterly Average Balance requiremen t is Rs5000. Some of the major features and benefits of this account are: FREE Free issue of International Debit Card. Unlimited ATM transactions at over 25,00 0 (Cirrus/Cashnet) ATMs in India, where QAB is maintained. Shopping convenience a t over 2 Lakh merchant locations, with the ING Vysya International Debit card. U nlimited ATM transactions at over 196 ING Vysya ATMs. 2 Demand Drafts with a valu e not exceeding Rs.50,000 per annum, where QAB is maintained. Unlimited usage of payable at par (PAP) Cheques. Transfer of funds across all branches. National Electronic Funds Transfer (NEFT) through the internet banking channel. Electronic Bill Payment service. Smartserv - Personal Assistance Service. Statement of Account through E-mail. Mi-b@nk - Internet banking facility. Page 20

 RTGS (Real Time Gross Settlement) transactions at all branches. AAA Cash deposit (Customers) Free up to 2 transactions per month and a value lim it of Rs. 50,000/BENEFITS Free unlimited access to 25,000 + other bank ATMs- enhanced accessibility. Free m ulti branch, Multi-city banking convenience. Payable at par Cheques. SmartservPersonal Concierge Services. B) ING FORMULA SAVINGS ACCOUNT: This is the product of ING Vysya Bank which is targeted towards the upper middle Page 21

class segment of the society. Basically the targeted segment is the age group be tween 18-40 yrs. This product has its significance particularly in Metropolitan/ A grade cities. This product is also useful for people who travel frequently par ticularly to Metropolitan/A grade cities. Minimum cash balance required to open this account and Quarterly Average Balance requirement is Rs. 25000/Some of the major features and benefits of this account are : Maximum withdrawal limit from INGs ATM or any other banks ATM is Rs. 50,000. Maximum shopping limit through INGs ATM/Debit card is Rs. 75,000. Free Payable at Par cheques. Exclusive F1 themed, Internet Banking services. Formula 1 International Debit card. Free sms alerts o n transactions above Rs. 1500. SPECIAL BENEFITS CARD FUEL GAUGE Fill fuel across any petrol pump in India and get the 2.5% surcharge waived. SPEED LAP Shop usin g your ING Formula savings account and get Formula One merchandise. RACE DAY Whe never there is a Formula 1 race anywhere in the world, there is a race Page 22

for u as well. Shop using your ING Formula debit card on the day of the race and top 25 spenders for the race day wins vouchers from ING. 3 winners Gift voucher s worth Rs. 5000/ 10 runner ups- Gift vouchers worth Rs. 2000/ 12 second runner up s- Gift vouchers worth Rs. 1000/C) PLATINA ACCOUNTS This product (account) of ING Vysya Bank is a special product for special class of customers. This can also be termed as Preferred Platina Banking. This product is designed to reduce the efforts put in handling banking and financial needs. This product has special features which are mainly meant for business class peop le who have to make large payments and have regular transactions. The Platina ac count holder becomes the preferred customer of the bank. The average quarterly b alance (QAB) is Rs. 100,000 Features: Dedicated Relationship Manager Our dedicated relationship managers can help you manage your money; while you pursue your passion, be it business or pleasure. We alth Management Service Our preferred banking services offer you customized fina ncial strategies on how to invest and where to invest based on simple financial risk profiling. ING Platina Debit Card Page 23

Use your ING Platina Gold Debit Card and withdraw cash up to Rs1 lac per day fro m any ATM, Avail a 1% cash back on shopping with your Debit Card. Account Repres entative Services Now when you are out building a business empire or taking that well deserved vacation, just nominate someone else to do your routine banking e nquires. Preferential rates on ING products Get more out of the Platina relation ship. Avail preferential rates on Demat, Bank Lockers, Personal and Home loans. Types of saving accounts offered by other private banks Page 24

ICICI BANK A) ICICI Savings Bank Account: ICICI Bank is also offering the saving accounts as their products. The ICICI Ban k International debit card is a debit-cum-ATM card provides with the convenience of acceptance at merchant establishments and cash withdrawals at ATM. Money Mul tiplier Facility Internet Banking is offered free of cost. Anywhere Banking faci lity entitles the account holder to withdraw or deposit cash upto a limit of Rs. 50,000 across all ICICI Bank branches. An average quarterly balance of Rs.10,000 only in metro and urban locations. Nomination facility is available. Interest i s payable half-yearly. Third party withdrawal limit is only Rs 15,000 and free d emand draft making facility for a month is only up to Rs 10,000. Free withdrawal limit from ATM card is only up to Rs 25,000 in all accounts. B) GOLD PRIVILAGE ACCOUNTS Page 25

The Gold Privilege Account brings the customer exclusive benefits, especially cr eated for valuable customers. The minimum quarterly average balance (QAB) requir ement for Gold Privilege account is Rs.50,000. Non-maintenance of the required Q AB in any quarter attracts a charge as per the following guidelines: If QAB is b etween Rs.50,000 and Rs.25,000, charge of Rs.250 will be levied If QAB is betwee n Rs.25,000 and Rs.10,000, charge of Rs.500 will be levied If QAB falls below Rs .10,000, charge of Rs.750 will be levied Your Gold Privilege account entitles yo u to select privileges and offers: BENIFITS Jump Queue facility in ICICI Bank br anches. Free usage of payable-at-par chequebook. International VISA Gold debit c ard with higher daily withdrawal and spend limit. Waiver of annual fee for Debit card. Free and Unlimited access (cash withdrawals and balance enquiry) to any B ank s ATM in the country using ICICI Bank International Gold Debit card. Waiver of DD/PO charges for up to Rs.100,000 per day. Waiver of Anywhere Banking charge s across all ICICI Bank branches. Priority Processing through ICICI Bank Phone B anking. Preferential rates for Gold Coins. Better rates for Foreign Exchange Ser vice. Discounts on Safe deposit locker facility. Special asset deals from time t o time. Page 26

C) TITANIUM PRIVILAGED ACCOUNT This product from ICICI is mainly to serve privileged customer (upper class) In constant endeavor to fulfill all the banking needs and enhance exclusivity ICICI Bank launched Titanium Privilege Account - tailored to take care of customers ba nking and investment requirements and status. This account offers a dedicated Br anch Relationship Manager supported with a Phone Banking Relationship Manager. C ustomer can realize the benefits of a Titanium Privilege Account on the basis of his total relationship value (TRV) with the bank. Customer need to maintain a T RV of between Rs. 5 lac and Rs. 10 lac and a quarterly average balance (QAB) of Rs.75,000. In addition to this, there is waiver of QAB charges, subject to FD of min. 3.75 Lac. BENIFITS Branch Relationship Manager supported with Phone Bankin g Relationship Manager. Priority processing at all ICICI bank branches and throu gh customer care. A higher daily withdrawal and spend limit on a Titanium debit card. Free International Titanium Debit Card. Unlimited free access to any banks ATM throughout the country. Free usage of multi-city cheque book. Page 27

 Free physical monthly account statement. Anywhere banking. Complete waiver on DD /PO charges. Preferential rate on purchase of ICICI Bank Pure Gold. Preferential rates on purchase of foreign exchange with a complete waiver on commission char ges. Discounted rates on safety locker charges. HDFC BANK Page 28

A)REGULAR SAVING ACCOUNT An easy-to-operate savings account that allows customer to issue cheques, draw D emand Drafts and withdraw cash. Customer can check balances from the comfort of his home or office through NetBanking, PhoneBanking and MobileBanking. Withdrawa l of cash from any of the 3275 ATM centers spread across the country. FEATURES & BENEFITS Facilities like NetBanking and MobileBanking. Customer can check the account bal ance, pay utility bills or stop cheque payment, through SMS. Personalized cheque s with customers name printed on each cheque leaf for enhanced security. Advantag e of BillPay, an instant solution to all frequent utility bill payments. Instruc tions for payment over the phone or through the Internet. Customers can avail th e facilities like Safe Deposit Locker, Sweep-In and Super Saver facility on thei r account. Free cash withdrawals on any other Bank s ATM Free Payable-at-Par che quebook, without any usage charges upto a limit of Rs.50,000/- per month. Free I nstaAlerts for all account holders for lifetime of the account. Free Passbook fa cility available at home branch for account holders (individuals). Free Email St atement facility. Page 29

B) SAVING MAX ACCOUNT Welcome to a world of convenience. HDFC has presented SavingsMax account, loaded with maximum benefits to make banking experience a pleasure. By maintaining an average quarterly balance of just Rs. 25,000/- customer can get a host of premiu m services from HDFC Bank. FEATURES & BENIFITS Free unlimited transactions: Cash withdrawal and balance enquiry, at all HDFC Bank ATMs & on any other Bank s ATM using your HDFC Bank Debit Card. Free Gold Debit Card for primary account holde r for lifetime of the account. Gold Debit Card for other account holders at Rs 2 50/- p.a. Free Woman s Advantage/International Debit Card for all account holder s for lifetime of the account. Free Payable-at-Par (PAP) chequebook, without any usage charges up to a limit of 1 lac per month.* Free Demand Drafts on HDFC Bank locations, upto a lim it of 50,000/- per day at home branch. Self/Third Party Cash Deposit/Withdrawal at non-home branches, upto Rs 50,000/- per day free. Above Rs 50,000 a charge of Rs 2.90 per thousand on the full amount would be applicable. Optional sweep out facility to transfer extra savings to a Fixed Deposit, at the threshold of Rs.50,000/-.In the event of the balance in SavingsMax account e xceeding Rs 50,000/-, the amount in excess of Rs 50,000/- will be swept out in t o a Fixed Deposit with a minimum value of Rs 25000/- for a Page 30

1year 1day period. Free BillPay & InstaAlerts for all account holders for lifeti me of the account. Free Monthly Statement of Account. 50% off on the Locker rent al for the 1st year only. Folio maintenance charges on Demat account free for fi rst year. Free National Electronic Funds Transfer facility, NetBanking, MobileBa nking. Free Passbook facility available at home branch for account holders (indi viduals). Free Email Statement facility C)PREFERRED BANKING ACCOUNTS This account has been offered by HDFC for its preferred customers, so as to give special benefits to them. The minimum quarterly available balance (QAB) that ha s to be maintained in this account is Rs. 2,00,000 FEATURES & BENIFITS Dedicated Relationship Manager Customized Investment Solutions Investment Options e-Broki ng Expedited Tax Payments Relationship Pricing Business Solutions On-demand excl usive privileges Page 31

 Annual Service Charge Waiver CLASSIFICATION/ CATEGORIZATION So, for convenience of the project and comparison the different accounts can be classified into three categories: Category A Category B Category C 1. PLATINA ACCOUNT (ING) FORMULA SAVING ACCOUNT (ING) ORANGE SAVING ACCOUNT (ING) 2. TITANIUM PRIVILAGED ACCOUNT ACCOUNT (ICICI) GOLD PRIVILAGED ACCOUNT (ICICI) SAVING (ICICI) 3. PREFERRED BANKING SAVING ACCOUNT/PLATINUM (HDFC) SAVING MAX ACCOUNT (HDFC) REGULAR ACCOUNT (HDFC) Service quality ING Vysya Bank provides the top notch quality to its customers. They have so man y special features that no other banks provide till date, like: Page 32

1. Special cabin/room for its customers to wait and relax when there is a rush or w hen customer is asked to wait for some time. 2. Fastest RTGS and NEFT services, which takes place within minutes. 3. A well behaving staff and special highly sensitive customer care department. This is head by a well efficient customer care manager. 4. Account verification with in promised 5 days. 5. Working hours from 10 a.m. to 6 p.m. (7 in p.m. if any customer is in need) 6. Doing things in the right way at right time. 7. It is the only Bank which provides the facility of withdrawal of 1 lakh rupee s from any ATM at one go. Page 33

3.4 FINANCIAL FIGURES W Page 34

In Rs. Crores % Q3 2008-09 Q3 2007-08 % growth YTD 2008 YTD 2007 growth Net Interest Income Other Income 172.7 149 321.8 215.3 106.5 106.5 21.6 144.9 95.7 240.6 158.9 81.7 100 27.7 19.2% 55.9% 33.8% 35.5% 30.4% 6.4% -22.1% 487 400 887.8 585.0 302.8 302.8 84.7 357 279 36.1% 43.3% Total Income Operating Costs Operating Profit Operating Profit after Exceptional Items Provision & 637.5 39.3% 438 199.5 219.8 33.9 33.6% 51.8% 37.7% 150.1% Contingencies Profit before Tax 84.9 72.4 29.6 42.8 17.3% 11% 21.8% 218.1 186 17.3% Provision for Taxes 32.8 Profit after Tax 52.1 78.4 71.9 9.1% 139.7 114 22.5% Growth at ING Vysya Bank. In terms of pure numbers, the performance over the decades can better be appreci ated from the following table: Rs. in millions Page 35

Year Networth 1940 1950 1960 1970 1980 1990 2000 2001 2002 2003 2004 2005 2006 2 007 2008 0.001 1.40 1.60 3.00 11.50 162.10 5900.00 6527.00 6863.24 7067.90 7473. 20 7094.00 10196.70 11101.90 14260.00 Deposits Advances Profits Outlets 4 16 19 39 228 319 481 484 483 456 523 536 562 626 677 0.400 0.400 0.001 5.30 3.80 0.09 20.10 13.50 0.13 91.50 62.80 0.74 1414.30 813.7 0 1.13 8509.40 4584.80 50.35 74240.00 39380.00 443.10 81411.10 43163.10 371.90 8 0680.00 44180.00 687.50 91870.00 56120.00 863.50 104780.00 69367.30 590.01 12569 3.10 90805.90 (381.80) 133352.50 102315.20 90.6 154185.70 119761.70 889.0 204980 .00 146500.00 1569.00 Even in the recessionary period the ING Vysya Bank is going in profits. While ot her banks are losing a big percentage of their expected profits. ING Vysya Bank Q3 Profit up 22% Continued Profit Growth sustained by Strong Fee Income Performance The Board of Directors of ING Vysya Bank Ltd. approved the unaudited financial results of the Bank for the quarter and period ended 31 December 2008 at its meeting in Bangal ore at 23rd January 2009. Page 36

FINANCIAL HIGHLIGHTS Q3 Performance Net Profit after Tax (PAT) for the quarter ended 31 December 2008 increased by 22% to Rs.52.1 Crores from Rs.42.8 crores for the quarter ended 31 December 2007 and Profit before Tax (PBT) rose 17% to Rs.84.9 crores from Rs.72 .4 crores. However, excluding the impact of exceptional items reported in the qu arter ended 31 December 2007, PAT grew by 70% and PBT by 57% over the same quart er last year. Net Interest Income (NII) was up 19% to Rs.172.7 crores from Rs.14 4.9 crores and Fee & Other Income increased by 56% to Rs.149.1 crores from Rs.95 .7 crores in the prior year. Nine months ended December08 The PAT for the period ended 31 December 2008 increased 23% to Rs.139.7 crores fromRs.114.1 crores for the period ended 31 December 2007 and PBT grew 17% to Rs.218.1 croresfrom Rs.186 .0 crores. However, excluding exceptional items reported in the previous year, PAT increase d by 40% andPBT by 32% over the corresponding period last year. NII grew 36% to Rs. 487.2 crores from Rs.357.9 crores and Fee & Other Income was up 43% to Rs. 4 00.6 crores from Rs. 279.6 crores inthe previous year. Business Highlights Page 37

Total Deposits grew 25% to Rs. 22,401 crores as at end December 2008 from Rs.17, 871 crores the year before. Current and Savings (CASA) deposits rose 8% to Rs.5, 819 crores as at end December 2008 from Rs. 5,406 crores as at end December 2007 . Advances grew 19% to Rs.16,014 crores in December 2008 from Rs. 13,409 crores in December 2007. Total Assets of the bank registered a 30% growth to Rs.29,050 crores. The Credit Deposit Ratio was at 71.5% in December 2008 against 75.0% in December 2007. The Gross NPA ratio and Net NPA ratio were at 1.84% and 1.09% res pectively as at 31 December 2008 compared to 1.81% and 0.71% respectively as at 31 December 2007. The net worth of the Bank as at 31 December 2008 stood at Rs.1 ,568 crores compared to Rs. 1,459 crores as at end December 2007 and the Capital Adequacy Ratio stood at 10.72% in December 2008. In October 2008, the bank incr eased its capital through the issue of Tier 1 Perpetual debt amounting to approx . Rs.95 crores. Subsequent to the quarter end, the Bank raised an additional Rs. 200 crores of Upper Tier 2 capital which has been subscribed entirely by ING Gro up. ING Vysya FOUNDATION (ING CSR) World over ING has strengthened its name as a good corporate citizen. The ING Ch ances for Children initiative (CFC) a global program in partnership with UNICEF is to educate 50,000 underprivileged children in three countries, Ethiopia, Indi a and Brazil by 2008. In India the focus is primarily in the districts of Dharam puri and Krishnagiri in Tamil Nadu. Through the national Child labor Page 38

Elimination (NCLP) bridge schools, ING provides much needed support to UNICEF, t o fund, monitor, and provide children with quality primary education The Indian arm of the Chances for Children programs is run by the support of ING business u nits in India (ING, ING Life Insurance and ING Investment Management) through th e ING Vysya Foundation. The Foundation was set up almost 3 year ago and was acti vely involved in the post Tsunami rehabilitation of the victims. ING Group set u p a dedicated Tsunami Support account. In India, the Foundation partnered with f ive NGO providing much needed financial support, from rebuilding of schools to p roviding fishing boats, giving much needed hope to destroyed lives. The Indian c hapter of CFC involves the partnership of the Foundation with 7 NGO working in p rimary education. Not only does the Foundation provide much needed financial sup port to these organizations but also runs strong voluntary programs giving the e mployees a chance to meet the children, work with them and take ownership and re sponsibility for the vision of its partners. The Foundation creates systems that ensure CSR activities within the organization. Various programs are initiated w ith the employees, whether it is taking 100 children for a day out to the planet arium or watching a film with them. It collectively influences the culture of the organization; and also provides the employees with an opportunity to contrib ute to the vision of the organizations CSR. Page 39

Recently ING Vysya Foundation launched its initiative Run Ricky Run. In this initi ative, for every run Ricky makes the Foundation will sponsor one child to go to school through its association with its NGO partner in Bangalore, SUKRUPA. Addre ssing health care, poverty or human rights issues, there is no better way than t hrough the corridors of education. The main focus of the Foundation in India is to support not for profit organizations working in the area of education. CHAPTER - 3 Page 40

DESIGN OF STUDY OBJECTIVE OF THE STUDY: PRIMARY OBJECTIVE: Page 41

 To thoroughly study the products & services of ING Vysya Bank. To compare the ba nking products and services offered by ING Vysya Bank and other private banks (I CICI & HDFC) To study the customers expectations, behavior, responses & preferenc es for various saving accounts of ING Vysya Bank. To study the marketing strateg ies adopted by ING Vysya Bank to maintain & increase its market share & to retai n its customers. SECONDARY OBJECTIVE: To study banking operations. To get the knowledge about marketing strategies of bank. DURATION OF THE STUDY Duration of the study is 6 weeks. RESEARCH METHODOLGY All the conclusions are based on the survey done in the working within the time limit. I tried to select the sample representative of the whole group during my Page 42

training. I have collected data from people linked with ING VYSYA BANK and OTHER BANK 4.1 RESEARCH PLAN: Preliminary Investigation: In which data on the situation surrounding the proble ms shall be gathered to arrive at The correct definition of the problem. An unde rstanding of its environment. .Exploratory Study: To determine the approximate a rea where the problem lies. RESEARCH DESIGN: Research was initiated by examining the secondary data to gain insight into the problem. By analyzing the secondary data, the study aim is to explore the short comings of the present system and primary data will help to validate the analysi s of secondary data besides on unrevealing the areas which calls for improvement . DEVELOPING THE RESEARCH PLAN: The data for this research project has been collected through self Administratio n. Due to time limitation and other constraints direct personal interview method is used. A structured questionnaire was framed as it is less time consuming, ge nerates specific and to the point information, easier to tabulate and interpret. Moreover respondents prefer to give direct answers. In questionnaires open ende d and closed ended, both the types of questions has been used. COLLECTION OF DATA: 1: Secondary Data: It was collected from internal sources. The secondary data wa s collected on the basis of organizational file, official records, news papers , magazines, management books, preserved information in the companys database and website of the company. Page 43

Primary data: All the people from different profession were personally visited a nd interviewed. They were the main source of Primary data. The method of collect ion of primary data was direct personal interview through a structured questionn aire. SAMPLING PLAN: Since it is not possible to study whole universe, it become s necessary to take sample from the universe to know about its characteristics. Sampling Units: Different Account Holder and Service receiver from the bank Samp le Technique: Random Sampling. Research Instrument: Structured Questionnaire. Co ntact Method: Personal Interview. SAMPLE SIZE: My sample size for this project w as 100 respondents. Since it was not possible to cover the whole universe in the available time period, it was necessary for me to take a sample size of 100 res pondents. DATA COLLECTION INSTRUMENT DEVELOPMENT: The mode of collection of data will be based on Survey Method and Field Activity . Primary data collection will base on personal interview. I have prepared the q uestionnaire according to the necessity of the data to be collected SCOPE OF STUDY Page 44

The scope of any study can be defined in terms of the area and the sample size w hich will be reviewed for satisfying the objective of the subject matter. The fi rst part of the report can be made on the basis of the secondary data collected about the different saving bank accounts of private sector banks present in Muza ffarnagar via internet, magazines and journals. The scope of the study is in Muz affarnagar, and around 100 people are targeted for the survey which is done thro ugh questionnaire. As the scope of study is limited to Muzaffarnagar and to 100 people only, thus picture presented in the testimony may not be the complete pic ture. Page 45

CHAPTER- 4 DATA INTERPRETAN AND ANALYSIS Page 46

Comparative analysis of saving accounts: a. Basic Saving Accounts (Category C) PARTICULARS ACCOUNT NAME HDFC Saving Regular Account ICICI Savings Account ING Vysya Orange Savings Account AVERAGE QUATERLY BALANCE Rs10,000 Rs 10,000 Rs. 5,000 AQB MAINTAINANCE Rs 750.00 per Rs CHARGES SWEEP OUT FACILITY FREE TRANSACTIONS quarter Only. Available 3 per month from SBI/Andhra Bank ATM THIRD PARTY CASH N. A N.A per Only. N.A 750.00 Rs 750.00 per quarter quarter Only. Available Unlimited from any banks ATM Rs.15,000 per day Free Free Rs.25,000 day Free Free per WITHDRAWL/DEPOSIT Free NET BANKING MOBILE BANKING Free Page 47

b. Preferred Saving Accounts (Category B) PARTICULARS HDFC ICICI ING Vysya Page 48

Account name SAVING MAX ACCOUNT 25,000 GOLD PRIVILAGE D ACCOUNT 50,000 FORMULA SAVING ACCOUNT 25,000 AQB (Average Quarterly Balance) Free DD Third Party Cash Deposit Smart-serv Free Transaction Special Features Jump Que Facility Upto 50,000/qat Upto 15,000 N.A. N.A. Upto 50,000/qat. Upto 25,000 N.A. 6 in a year Direct Bill Payments from accounts Present N.A. N.A. Preference rates on gold coins N.A. Present Unlimited 12 annual passes of famous night clubs and restaurants, across India Present Page 49

c. Privileged Saving Accounts (Category A) PARTICULARS Account Name QAB (Quarterly Available Balance) HDFC Privileged Platinum 2,00,000 ICICI Titanium 75,000 + TRV of 5 to 10 lac ING Vysya Platina 1,00,000 DD/PO Wavier PAP books One Lakh Cash withdrawal from any ATM Cash Back Offer on Shoping* Cashnet enabled credit/debit card Available upto 50,000 Unlimited N.A. unlimited Available upto 50,000 unlimited N.A. N.A. Available* N.A. N.A. 1 to 2 % N.A. N.A. Available Page 50

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

B)KNOWLEDGE OF THE ACCOUNT AND SERVICES ASSOCIATED. Page 52

C) QUARTERLY AVAILABLE BALANCE THAT HAS TO BE MAINTAINED (QAB ) NIL 5,000 10000 > 10,000 12% 8% 35% 45% It is the amount which one has to maintain for a single quarter. 45% of the resp ondent were maintaining 5,000 rupees. 35% were maintaining nothing, 12% were hol ding 10,000 as their QAB. And 8% were holding more than 10,000 rupees. Out of 45% of the respondents who maintain 5,000 rupees as their QAB, most of th e respondents are having account in ICICI and ING Vysya bank. Page 53

D) BANK PROVIDING SPECIAL FACILITY LIKE smart-serve S PECIALF ACIL ITIES YES NO 10% 90% Smart serv is type of special services in which a person can send/present gifts to any of his/her known in any of the city by just telling your banker the addre ss of the person. The gift will be purchased and will be delivered by the bank o nly, and the amount for the gift will be automatically deducted from the senders account. 10% of the people who were really enjoying some of the special services provided by bank were found to be associated with ING Vysya Bank. Page 54

E) PEOPLES RATING: ACCORDING TO THEIR PERCEPTION ChartTitle 60% 50% 40% 30% 20% 10% 0% AXISBANK ICICI BANK Series1 ING Vysya BANK Series2 Se ries3 HDFC BANK 51% of the people have rated ICICI Bank as 1st, this is because of wide market s hare of ICICI Bank. 2nd Rank has been awarded to HDFC Bank by approximately 23% of respondents. 3rd rating is given to ING Vysya bank by approx. 15% of the resp ondents. And last comes AXIS Bank. Thus ING Vysya is better than AXIS and HDFC B ank in its Marketing Strategy. Page 55

F) PEOPLES MOST FREQUENT POINTS OF INTERACTION WITH BANK POINTSOFINTERACTION 100% 82% 35% 35% ATM VISIT BRANCH PHONE BANKING INTERNET BANKING All of the bank customers interact most frequently with the bank by doing their transactions from ATM. 35% of them visit branch quite often and 35% of the respo ndents also go for phone banking. Internet Banking is the 2nd most point of inte raction of bank and the customer. People who use Internet banking and mobile ban king were found to be associated mainly with ICICI and ING Vysya Bank. ING Vysya is having best Internet banking attributes. This implies the technological adva ncement in Muzaffarnagar Citizens. Page 56

G) PERCEPTION OF RESPONDENTS ABOUT THEIR BANK/S 4.5 4 3.5 3 2.5 2 1.5 1 0.5 0 BANK CHARGES WORKING HOURS LOCATION ING HDFC ICICI AXIS 4 - Most/excellent 2- Fair 3- Reasonably good 1- Disappointing 1. Most of the people who are associated with ING Vysya Bank found their Bank ch arges quite nominal and well justified. About 97% of the ING Vysya customers sta te the same. Even AXIS Bank is charging best rates of charges to its customers. ICICI customer agrees that they think of getting better bank charges. 2. People have ranked ICICI at the top notch for its 12hrs. working hours 8 to 8. Even ING Vysya operates from 10 to 7, which is 2 hrs. more than HDFC and AXIS. Therefore ING Vysya Bank has an edge over AXIS and HDFC as per working hours. Page 57

3. 80% people have again rated ICICI as one of the best banks location wise. Its large no. of branches provides access to bank anywhere. As ING Vysya has got number other branch in Uttar Pradesh it has been rated lowest as per most of the respondents and ING Vysya customers. According to respondents even AXIS and HDF C bank have no. of branches and are located at an accessible location. 4.5 4 3.5 3 2.5 2 1.5 1 0.5 0 CUSTOMER CARE BEHAVIOR OF STAFF VARIETY OF ACCOUNT S ING HDFC ICICI AXIS 4- Most/excellent 2- Fair 3- Reasonably good 1- Disappointing/least 4. Almost all respondents who are in connection with ING Vysya Bank have rated i t best in the customer care services. 55% of the respondent who are associated w ith HDFC Bank have rated HDFC, reasonably good in customer care services. But cu stomer of ICICI and AXIS Bank are not very much delighted with customer care ser vices of their bank. This way ING Vysya has got an advantage of delivering excel lent customer care services. Page 58

5. In case of Behavior of the Staff most of the ING Vysya customers have rated ING the best. Almost 100% of the ING customers are well satisfied with their bankers behavior. On the other hand 72% customers of ICICI bank and other respond ents as well have ranked ICICI as very disappointing as per behavior of the staf f. Most of them stated that when they visit branch, any of the employee there, h ardly pays full attention towards them. Even some of the preferred customers hav e to stay in a cue or have to wait for long to get their job done by the bank. H DFC and AXIS Bank has been rated reasonably good by the respondents as far as be havior of the staff is concerned. 6. With the criteria of Variety of Accounts, p eople have rated ICICI as the top one. This is because ICICI is having bank acco unts for the different customers with different needs. They have account for old age citizen, pension account, kids account of various types and many more. Where as ING Vysya has been rated least, because they are operating with only 3 types of saving accounts in the city. They do have various other kinds of accounts bu t these are not available in Muzaffarnagar. This is probably due to very less ti me of their establishment. They are not providing the full services because its been just 8 months that they have established in Uttar Pradesh (Muzaffarnagar). Page 59

4.5 4 3.5 3 2.5 2 1.5 1 0.5 0 PROCESSING SPEED QUERIES HANDELING ING HDFC ICICI AXIS 4- Most/excellent 2- Fair 3- Reasonably good 1- Disappointing 7. Most of the ING Vysya customers are happy with processing speed of their bank ing transactions. ING Vysya Bank boasts about delivering the commitment. Accordi ng to the ING an account takes 5 days for activation. 8. The queries handling is done very well by ING Vysya bank according to the respondents. 57% of the ICICI customers are unhappy with the bank regarding their queries handling. Whereas A XIS Bank has been rated good. Page 60

H) VARIABLES INFLUENCING ACCOUNT OPENING IN A PARTICULAR BANK. 1) I will prefer, if my friend recommends me to open an account in a particular ban k. ( WORD OF MOUTH) According to the respondents, they mainly disagree for opening a bank account on their friends or relatives recommendation. And to 27% of the respondents it doesnt matter. Very few people agree to the recommendation. This means that the WORD O F MOUTH is not an Page 61

essential marketing channel for opening an account in bank. People first try to find the real facts by their own. 2) I am very cautious about Average Quarterly Balance non-maintenance charge. (QAB) Many people are bothered about their QAB, and to 23% people QAB doesnt mean much. According to them they were never charged for not keeping enough QAB. Page 62

3) I am generally motivated by the television add for saving bank account. Page 63

STRONGLY AGREE AGREE DOESNT BOTHER ME DISAGREE STRONGLY DISAGREE 4% 8% 10% 18% 60% Most of the respondents were unaware of the new advertisements of various banks. For them it hardly plays any important role in capturing market share. Page 64

4) I am generally bothered about the distance between my home and PERCENT AGEOFRES POND ENTS PERCENTAGE OF RESPONDENTS 85% 5% 6% 2% 2% STRONGLY AGREE AGREE DOESNT BOTHER ME DISAGREE STRONGLY DISAGREE Most of the respondents were very much bothered about the distance from their ba nk and home. That implies that PROXIMITY to bank is one of the very BOLD VARIABL E for account opening. Page 65

5) I prefer saving bank account as it is popular. 6) I give importance to DD and cheque facility in saving bank account. Page 66

7) I give preference to instant alert, net banking and phone banking. Page 67

STRONGLY AGREE AGREE DOESNT BOTHER ME 7% DISAGREE STRONGLY DISAGREE 20% 5% 55% 13% Page 68

8) I give importance to the third party cash deposits and withdrawal. STRONGLY AGREE AGREE DOESNT BOTHER ME DISAGREE STRONGLY DISAGREE 15% 33% 26% 5% 21% Page 69

SWOT ANALYSIS Strengths Weakness Very few branches Less variety of financial/banking products Location ING as one on the biggest financial MNC. 7th in 500 fortune Only foreign bank wh ich has acquired an Indian private bank (Vysya Bank) Higher rate of interest tha n other private banks Most of the financial plans are legalized under 80(ccc) To p notch customer care and staff behavior Unique features with different kinds of accounts Working hours Page 70

Opportunities New segment of doctors, students and CAs as they like innovation i n their financial needs and like to enjoy the services. High class (upper strata ) population of city Increase in different kind of financial products NGO and Pu blic Relations Threats Presence of two top private banking players in the market (ICICI & HDFC) Large market share already captured Non willingness of Muzaffarnagar citizens t o change for something new, or to try innovation in their banking. CHAPTER - 5 FINDINGS Page 71

The study conducted directs toward the Private Banking scenario in the city Muza ffarnagar Study suggested that a large market share has been captured by ICICI B ank and HDFC Bank. Out of two ICICI is enjoying the maximum market share. This i s probably because of the reason that ICICI was the first private bank in the st ate as well as in city. Most of the people know about the account and services a ssociated with it. Most of the people are maintaining 5,000 rupees as QAB in the ir private banking account, but most of them except ING Vysya customer are unawa re of the special facilities available. People have ranked ICICI bank as best in the city. This is may be due to the oldest persistence of ICICI bank in the cit y. They have rated HDFC as 3rd and ING Vysya as 2nd. Page 72

Almost everyone comes in contact with their bank by the use of ATM machines. 80% of the respondents were using internet banking that implies high literacy rate in the city. People think that the staff of ICICI does not behave well with thei r customers but ING Vysya customers are glad with the staff of ING Vysya Bank. B ut on the other hand ICICI customers are very happy with the working hours of IC ICI bank. HDFC customers are a bit unhappy with the working hours of their bank. People are very much bothered by the distance between their home and the bank. They believe that this a major issue which influence the customer to open an acc ount in any bank. Most of the people are not entertained by the television adver tisements about various banks. Even word of mouth has not been proved as strong marketing channel about banking. It implies that for banking customer is looking at the commitment, real facts, distance between their home and bank, beh avior of the banker, QAB and many more. Page 73

LIMITATION Page 74

LIMITATIONS ING Vysya Bank have a very few branches in Northern India Customer are not aware about the ING Vysya Bank ING Vysya Bank have fewer banking/financial product co mpare to other ING Vysya Bank have very few ATM . Research is only done in Muzaffarnagar city Research is self-financed so money is a major constraint Respondents are biased toward their current bank. Page 75

 Time is 6 weeks, so much of economic fluctuations are not seen Page 76

RECOMMENDATION RECOMMENDATION Many of the respondent are not aware about their key services. Bank has to take some initiatives. Bank can post a list of services that they can rendered to the customer inside the bank premises. ING Vysya Bank has to improve its brand imag e i.e. create a position in the mindset of the customer. Page 77

It should more emphasize on advertisement. Advertisement is a most powerful tool for position and brand in the mindset of customer. ING Vysya Bank should ask fo r their customer feedback to know whether the consumer are satisfied or dissatis fied.

Due to intense competition in the financial market. ING Vysya Bank should adopt better strategy to attract more customer BIBLIOGRAPHY WEBSITES www.ingvysyabank.com Page 78

 www.icicibank.com www.hdfcbank.com www.moneycontrol.com www.economictimes.com www.blackle.com BOOKS India Today Chronicle Business World Business Today Page 79

ANNEXURE Page 80

Questionnaire Comparative analysis of saving bank accounts of different private sector banks Dear respondent, We are conducting a research to know the general perception and attitude of customer towards the products & services that are offered by ING Vy sya Bank & other private banks (ICICI & HDFC) in Muzaffarnagar. The information will be valuable input for the research and we assure you that the information w ill be kept confidential. We hope that you will co-ordinate with us and give qui te a few minutes from your precious time and give the genuine answer. Personal Details:Name:Gender :Age:Address:Occupation:Service Professional Busine ssman Others (Please Specify).. M F Page 81

Educational Qualification:Under Graduate Graduate Post graduate Phone no.(Optional):Annual Income:Below 1 Lac 1 Lac 3 Lac 3 Lac - 5 Lac Above 5 Lac 1) Do you have a saving account in any of the Private banks in Muzaffarnagar ? a) Yes b) No 2) In which of the following banks do you have saving bank account? 1. ING Vysya Bank 2. ICICI Bank 4. Any Other Bank 3. HDFC Bank (Please Specify) Page 82

3) Do you have complete knowledge of the saving account and services associated with that account you have? a) Yes b) No c) Cant say 4) Are you a preferred/privi leged customer of your bank? a) Yes b) No 5) How much Quarterly Available Balance (QAB) you need to maintain? a. Nil b. 5, 000 c. 10,000 d. More than above Page 83

6) Does your Bank provide you some special services like, smart serve, mibanking? a. Yes b. No 7) Please rate the following banks on the scale of 4 where 1is the least and 4 i s the most according to your perception you are having for reputation of the ban ks. ING Vysya Bank ICICI Bank HDFC Bank Axis Bank 8) What is your most frequent point of interaction with the bank? Visit Branch ATM Phone Banking Drop Box Internet Banking Mobile Banking Page 84

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9) Please rate the following banks on the basis of your perception about the giv en attributes out of 4, where 1 is the least/disappointing and 4 is the most/exc ellent S.NO 1. 2. 3. 4. 5. 6. 7. 8. 9. ATTRIBUTES Bank charges Customer care Variety of saving bank account Behavior of the staff Working Hours Location Personalized attention Processing Speed Grieva nce/queries handling ING Vysya ICICI Bank Bank HDFC Bank Axis Bank Page 86

10) Please rate the following variables which influence you when it comes to ope n an account on the scale of 1 to 5 where 1 is strongly disagree and 5 is strong ly agree. SL NO STATEMENTS SRONGLY STRONGLY DISAGREE AGREE 1 2 3 4 5 1 I will prefer, if my friend recommends me to open an account in a particular ban k. 2 I am very cautious about Average Quarterly Balance non-maintenance charge. I am generally motivated by the television add for saving bank account. I m generally bothered about the distance between my home and the Bank. I prefer saving bank account as it is popular. I give importance to DD and cheque facility in saving bank account. I give preference to instant alert, netbanking, phone banking, and mobile banking. I give importance to the third party cash Page 87 3 4 5 6 7 8

deposits and withdrawal. Any other suggestions regarding the bank please mention:-

Tthank you for your cooperation for devoting your valuable time and sharing the valuable information with us which will help us to complete our project successf ully. Place Date.. Signature of the respondent Page 88

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