Ing Vysya Bank Pjct

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A STUDY ON

CUSTOMER SATISFACTIONRETAIL BANKING PRODUCTS

With reference to

ING VYSYA BANK LIMITED

KAKINADA

Project report submitted to Andhra University, Visakhapatnam in partial

Fulfillment for the Award of the Degree in

MASTER OF BUSINESS ADMINISTRATION

Submitted by

POTHALA PRASAD

(Regd.No. 20854100035)

Under the esteemed guidance of

K.L.CHANDU, MBA.

Faculty Member In M.B.A Department

ADITYA INSTITUTE OF P.G. STUDIES

(Affiliated to Andhra University)

SURAMPALEM, E.G.Dt.

2008-2010


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ADITYA INSTITUTE OF P.G. STUDIES

DEPARTMENT OF BUSINESS MANAGEMENT

(APPROVED BY AICTE, AFFFILIATED TO AU & GOVT.OF A.P.)

SURAMPALEM-533437 E.G.Dt (A.P)

CERTIFICATE

This is to certify that project report entitled A STUDY ONCUSTOMER

SATISFACTION - RETAIL BANKING PRODUCTS with reference to ING VYSYA

BANK LIMITED, KAKINADA is a bona fide work done by P.PRASAD with Regd.

No.20854100035 under my guidance and supervision during May to June 2009.

This project is submitted to ANDHRA UNIVERSITY in partial fulfillment of the

award of degree of MASTER OF BUSINESS ADMINISTRATION.

PROJECT GUIDE: HEAD OF THE DEPARTMENT

Mr. K.L.CHANDU, M.B.A SRI. J. NAGENDRA KUMAR, M.B.A

External Examiner


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DECLARATION

I here by declare that this project report entitled A STUDY ON

CUSTOMER SATISFACTION-RETAIL BANKING PRODUCTS with reference to

ING VYSYA BANK LIMITED , KAKINADA has been prepared by me during the

year 2009 in the month of May and June is partial fulfillment of the requirement

for the award of Degree of MASTER OF BUSINESS ADMINISTRATION of

ANDHRA UNIVERSITY.

I also declare that this project is a result of my own effort and that it has

not been submitted to any other university for the award of any Degree or

Diploma.

Place: SURAMPALEM P.PRASAD

Date: Regd.NO.(20854100035)


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ACKNOWLEDGEMENT

I wish to thank J.Nagendra Kumar HOD, ADITYA INSTITUTE OF

P.G.STUDIES for his valuable support in doing this project.

I feel happy to thank, Head of the Department, and Department of

Management Studies for providing me her valuable guidance and expertise in

successful completion of this project.

I thank my project guide, K.L.Chandu faculty member inM.B.Aproviding

me his valuable guidance and expertise in successful completion of this project.

I thank my project internal guide Mr. K.V.Venkateswara rao (Sales

Manager) who shows infinite patience and perseverance in teaching, suggesting

remedies for the problems encountered in my project and in answering all my

questions.

I also extend my heartfelt thanks to my friends for their cooperation

during my entire project period.

P.PRASAD


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CONTENTS

Chapter I: 1-12

Introduction

Objectives

Scope of the studyMethodology

Limitations

Chapter II: 13-19

Industry Scenario

Profile of Banking Industry

Profile of Indian Banking SystemChapter III: 20-30

Company Profile

Profile of ING VYSYA Bank Ltd

Corporate Social Responsibility

Performance Highlights

Chapter IV: 31-46

Banking Products

Chapter V: 47-51

Alternative Channels

Chapter VI: 52-75

Data Analysis & Interpretation

Chapter VII: 76-77

Findings, Suggestions & conclusion

Annexure & Bibliography 78-82


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CHAPTER-1

Introduction

Objectives

Scope of the studyMethodology


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INTRODUCTIONIn order to satisfy the needs of customers, a business concern must have appropriate market

mix. Marketing mix refers to the combination of four basic elements, i.e.., product, price, promotion a

the place, known as the four Ps of marketing after that those Ps are extended up to 7Ps. These se

elements constitute the core of a companys marketing efforts. They are closely interrelated beca

decisions in one area usually affect actions in others. Every business concern must determine

marketing mix in an appropriate manner, so as to meet the requirements of customers with regard

product, price, and availability of product in a suitable place, etc.., If the marketing mix is designed i

appropriate manner, it helps a firm to meet the present and future needs of an identified market a

realize its profit goals. The elements of the marketing mix are: -

1. Product mix2. Price mix3. Promotion mix4. Place mix5. People6. Process7. Physical Evidence


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PRODUCT MIX:

The word Product mix is used to describe the assortment of different product types (prod

lines) and their varieties (product depth). In addiction, different tangible and intangible features of t

product also form the product mix. A firm may be producing many types of products and in differe

varieties. For example the FMCG giant HLL is engaged in producing detergents, toilet soaps, cosmeti

oral care products, tea powders, etc.., Moreover, in each segment e.g., soaps, it offers many bands w

different features at different prices. This is mainly to meet different market segments.

TYPES OF PRODUCTS: -

1. CONSUMER PRODUCTS: -Goods bought by individual households without requiring further

processing are known as consumer goods. These can be further categorized as:

DURABLE GOODS: which survive many uses and have relatively long life (e.g..,refrigerators, fans, watches, etc..,

NON DURABLE GOODS:which are consumed in one or a few uses and last a relativelyshort period (e.g. soft drinks, soaps, bread)

CONVENIENCE GOODS: which are frequently purchased with minimum of efforts indeciding (e.g., newspapers, tooth brushes, etc..,)

SHOPPING GOODS: which are bought after comparisons at the retail outlets (e.g..

garments, furniture, etc..,)


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2. PRICE MIX: -

Price mix refers to the decisions relating to the price charged for the product, service or idea.

Price means the money value that the customer has to pay in exchange for a product. Generally,

marketers pay attention to the following factors before fixing the price of a product

i. Target customers: How much they will buy at various processes.ii. Cost: How much it costs to produce and market the product.

iii. Competition: Intense competition may indicate a low price and vice versa.iv. Discounts and allowances: how much of the price could be allowed as incentives to dealers

and customers in the form of discounts.

v. The profit margin to be maintained.PRODUCT PRICING: - Pricing decisions are extremely important as they greatly influence the

profitability of a firm. Moreover, price is perhaps the handiest tool available to a firm to adopt its

marketing strategy to changes in demand, costs, and competitive situation. Many factors, economic

and noneconomic, influence the pricing decisions. These are:

a. Costb. Demandc. Competitiond. Government regulationse. Behavior of the consumers, andf. Objectives of the enterprise.


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g. PRICING METHODS: There are several methods of pricing a product/ service. Anenterprise can adopt any one of these methods depending upon the above mentioned

economic and noneconomic factors. The important pricing methods are:

a. MARKUP PRICING (OR) COST PLUS PRICING: under this method, total cost isadded up, both fixed and variable, and cost per unit is found. Then a margin of profit is added

to determine the selling price.

b. PERCEIVED VALUE PRICING:according to this, the products priced on the basis of thebuyers perceptions of product rather than the cost of production.

c.

GOING RATE PRICING: in this case, an enterprise bases its price largely on competitors

price. The smaller firms always tend to follow the leaderand price their product more or less

equal to the price of the leading product. This is most popular method of pricing and ensures

competition.

d. ODD PRICING: setting the price at extreme higher end of a particular lower price rangeinstead of the beginning of the next higher price range. The best example can be taken is Bata

pricing (e.g. pricing at Rs.299.95 instead of Rs.300.00).

e. DISCRIMINATING PRICING: pricing the same product at two different levels (offeredto two different classes of customers) is known as discriminating pricing. Under certain

conditions firms adopt this method of pricing.


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3. PROMOTION MIX:

Promotion mix refers to the activities relating to promotion of the product, service or

idea. It consists of all activities aimed at persuading and motivating customers to buy the product. The

various elements of the promotional mix are:

1. ADVERTISING: advertising consists of all the activities involved in presenting productinformation to customers. The product message is communicated through media

(newspapers, radio, television, etc.) and is paid for by the seller.

2. SALES PROMOTION: It is the method of increasing the sales through displays,demonstrations, contests, coupons, etc. sales promotion activities aim at supporting personal

selling and advertising efforts.

3. PERSONAL SELLING: personal selling is the face to face communication between aseller and a buyer. Sales contacts are made with the customers by company sales

representatives. These representatives assist and persuade a prospective buyer to buy a

product in a face to face situation.

4. PUBLICITY: publicity refers to the mention of a company, brand or product in tradejournals, newspapers, radio, etc. which is not paid for. Publicity is a relatively minor form of

promotion because the manufacturer has no control over what the media will mention.

Usually, a favour-able report by the new media on a company product often will carry more

weight then a paid advertising message.


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4. PLACE:

Place or physical distribution mix refers to the activities that are involved in transferring

ownership to consumers and to make products or services available at the right time and place.

Distribution mix consists of two things

1) Physical distribution.2) Channels of distribution.

Physical distribution includes all those activities involved in moving products or services from

producer to consumer. The channels of distribution are those routes through which goods move from

the producer to the consumer. Here, the marketing manager has to decide whether the firm should

sell through middlemen or directly to consumers.

5. PEOPLE:

An essential ingredient to any service provision is the use of appropriate staff and

people. Recruiting the right staff and training them appropriately in the delivery of their

service is essential if the organization wants to obtain a form of competitive advantage.

Consumers make judgements and deliver perceptions of the service based on the employees

they interact with. Staff should have the appropriate interpersonal skills, aptititude, and service

knowledge to provide the service that consumers are paying for. Many British organizations

aim to apply for the Investors In People accreditation, which tells consumers that staff are

taken care off by the company and they are trained to certain standards.


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6. PROCESS:

Processrefers to the systems used to assist the organization in delivering the service.

Imagine you walk into Burger King and you order a Whopper Meal and you get it delivered

within 2 minutes. What was the process that allowed you to obtain an efficient service

delivery? Banks that send out Credit Cards automatically when their customers old one has

expired again require an efficient process to identify expiry dates and renewal. An efficient

service that replaces old credit cards will foster consumer loyalty and confidence in the

company.

7. PHYSICAL EVIDENCE:

Physical Evidence is the element of the service mix which allows the consumer again to make

judgements on the organization.

PRODUCT MIX PRICE MIX PLACE MIX PROMOTION

MIX


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Contents Pricing policies Distributionchannels

Advert

Features Credit terms Transportation Publicit Quality Allowances and

discounts

Ware housing andstorage

Salespromo

Technology Cost and profits Inventory levels Personselling

Size, design, colour Positioning Publicrelatio

Packaging Directrespon

Labeling Branding Trademark Merchandising Services Warranty Terms

Product line


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METHODOLOGY

SURVEY METHOD:

The survey is conducted by directly interacting with the marketing manager

and existing and the new customers of the ING Vysya Bank ltd with a structured questionnaire.

SOURCES OF DATA:

The data has been collected from both primary and secondary services, to get

information regarding the company and the products.

PRIMARY DATA:

Primary data has been collected through questionnaires. The questionnaire was

most related to the impact of services provided by the bank and satisfaction levels felt by the

customers.

SECONDARY DATA:

Secondary data has been taken from internet and companys website.

SAMPLING:

The customers in the Kakinada city only are taken as target population for the

study.


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LIMITATIONS

Though the present study aims to achieve the above-mentioned objectives in full earnest and

accuracy, it may be hampered due to certain limitations. Some of the limitations of this study may be

summarized as follows:

Locating the target existing customers of ING VYSYA BANK LTD, Kakinada is very timeconsuming.

Sample size is limited to 110 and the limited period is allocated for the survey. Getting accurate responses from the respondents was difficult due to their inherent

problems.

The survey is costly , tedious and time consuming.


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CHAPTER-2

Industry Scenario

Profile of Banking Industry

Profile of Indian Banking System


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PROFILE OF BANKING INDUSTRY

INTRODUCTION:

Todays Economys main deliberation depicts the banking sector. Banking

industry has changed drastically in the last decade. The range of products that the bank delivers has

drastically improved. However the core functions of the bank remain the same like before. There are

five powerful forces which created the foundation for a dynamic new environment for the banks.

The five forces are

1. Deregulation2. Financial innovation3. Securitization4. Globalization5. Advances in technology


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HISTORY:

For centuries, banks have played an important role in the financial system of any

economy. The vital role continues even today although the forms of banking have changed

with the changing needs of the economies. The practice of depositing personal valuables at

these places, which were also functioning as treasures against a receipt, was perhaps the

earliest form of banking. When coins made of precious metals like gold and silver emerged as

commonly accepted form of wealth, lending activity at an interest began. Goldsmiths were

the initial bankers and their receipts for money received-guaranteed payments or

goldsmiths receipts were the earliest form of banking instruments. Revilpout, a French

writer mentions about banks and bank notes in Babylon in 600 BC. The origin of banking lies

in the business of money changing in the ancient period. Another factor that supported the

emergence of banks in the early period was the need for borrowing by monarchial

governments from the finance companies.

In India, money economy existed since the days of Buddha. Banking in India flourished

in the ancient Vedic times. Even in Rig Veda, there was a mention about indebtedness and the earliest

Dharma shastra laid down the rate of interests and other regulations governing debts and mortgages.

With the expansion in trade and commerce, the concept of banking gained importance. The handling

of banking gradually transcended from individuals to group and later to companies. With the

industrial revolution of the 18thand 19thcenturies, it attained more significant place in the area of

lending. Banks in their first primitive beginnings and later in more developed form did not enjoy a


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steady and harmonious growth. Banking emerged and evolved through various phases adapting itself

continuously to meet the increasing needs of trade and commerce.

During the Moghul period the indigenous bankers played a very important role in

lending money, and financing foreign trade and commerce in India. During the British rule, the agency

houses carried on the banking business. The Hindustan bank was the first bank to be established in

1779 and later the general Bank of India was established in 1986. In the first half of the 19 thcentury

the east India company established three banks; the bank of Bengal in 1809, the bank of Bombay in

1840 and bank of madras in 1843, which were known as presidency banks. These three banks were

amalgamated in 1920 and a New bank the imperial bank of India was established on 27th January

1921. With the passing of the state bank of India act in 1955, the undertaking of the imperial bank of

India was taken over by a newly constituted state bank of India. The reserve bank, which acts as the

central bank was established in 1935 by passing the reserve bank act 1934. The swadeshi moment

gave a fillip to Indian joint stock banking and several of the present leading banks were established

around this time. However by 1913, there were 41 Indian banks in the field namely, the Punjab

national bank ltd, bank of India ltd, Canara bank ltd, Indian bank ltd, bank of Baroda ltd, etc. modern

banking in India started at the end of the 18thcentury with the establishment of bank of Calcutta in

1806, followed by the banks managed mostly from Scotland.


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PROFILE OF INDIAN BANKING SYSTEM

The banking system in India has three tiers. These are the scheduled commercial banks; the regional

rural banks, which operate in rural areas, not covered by the scheduled banks; and the co-operative and

special purpose rural banks. There approximately 80 scheduled banks, both Indian and foreign. Scheduled

commercial banks constitute those banks, which have been included in the second schedule of the Reserve

bank of India Act, 1934. These banks enjoy certain privileges such as free concessional remittances facilities

and financial accommodation from RBI. At present the banking system can be classified into the following

categories.

PUBLIC SECTOR BANKS:- State bank group (which include SBI and its 7 associate)- Nineteen nationalized banks- Regional rural banks sponsored by public sector banks

PRIVATE SECTOR BANKS:- Old & new generation private banks- Foreign banks in India- Scheduled co-operative banks- Non- scheduled banks


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CO-OPERATIVE SECTOR BANKS:

- Central Co-operative Banks- State Co-operative Banks- Primary Agricultural Credit Societies- Land Development Banks- Urban Co-operative Banks- State Land Development Bank

DEVELOPMENT BANKS:- Industrial Finance Corporation of India (IFCL)- Industrial Development Bank Of India (IDBI)- Industrial Credit & Investment Corporation Of India (ICICI)- Industrial Investment Bank Of India (IIBI)- Small Industries development Bank Of India- National Bank For Agricultural & Rural Development (NABARD)- Export-Import Bank Of India (EXIM)- National Housing Bank


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Deregulation of interest rates on loans over Rs.2,00,000 against term deposits and on domesticdeposits with maturity periods over two years.

Banks were allowed to fix their own foreign exchange open position limit subject to RBI approval. Guidelines were issued to the banks to ensure qualitative improvement in there customer service.

Banks have started selling their customers online banking and consultation services to add both

values to there service and to satisfy their customers. But even after selling a series of financial

transactions to the customers on the internet, the customer needs a good reason to retain.

Furthermore, at once end the interaction between the bank and its customers has become less, and

on the other, scores of financial institutions have burgeoned and are trespassing into the arena of

banking. During the late nineties, most banks focused upon re-engineering the existing and

introduced new ways of customer service. This tells us how the technology and customer service

should go hand in hand.


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CHAPTER-3

Company Profile

Profile of ING VYSYA Bank Ltd

Corporate Social Responsibility

Performance Highlights


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PROFILE OF 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 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 75th anniversary, the Platinum Jubilee of

the bank was celebrated during 2005.

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

Year Events

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.


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1992 Deposits cross Rs.1000 crores

1993 Number of Branches crossed 300

1993 Signs Strategic Alliance with BBL., Belgium. Two National Awards by Gem &

Jewellery Export Promotion Council for excellent performance in Export

Promotion

1996 Cash Management Services, & commissioning of VSAT. Golden Peacock Award -

for the best HR Practices by Institute of Directors. Rated as Best Domestic Bank

in India by Global Finance (International Financial Journal - June 1998)

1998 State -of - the -art Date Centre at ITPL, Bangalore.

RBI clears setting up of ING Vysya Life Insurance Company

2000 ING-Vysya commenced life insurance business.

2001 The Bank launched a range of products & services like the Vys Vyapar Plus, the

range of loan schemes for traders, ATM services, Smartserv, personal assistant

service, Save & Secure, an account that provides accident hospitalization and

insurance cover, Sambandh, the International Debit Card and the mi-b@nk net

banking service.

2002 ING takes over the Management of the Bank from October 7th , 2002

2002 RBI clears the new name of the Bank as ING Vysya Bank Ltd, vide their letter of17.12.02

2003 Introduced customer friendly products like Orange Savings, Orange Current and


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Protected Home Loans

2004 Introduced Protected Home Loans - a housing loan product

2005 Introduced Solo - My Own Account for youth and Customer Service Line Phone

Banking Service

2006 Bank has networked all the branches to facilitate AAA transactions i.e.

Anywhere, Anytime & Anyhow Banking


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

following table:

Year Networth Deposits Advances Profits Outlets

1940 0.001 0.400 0.400 0.001 4

1950 1.40 5.30 3.80 0.09 16

1960 1.60 20.10 13.50 0.13 19

1970 3.00 91.50 62.80 0.74 39

1980 11.50 1414.30 813.70 1.13 228

1990 162.10 8509.40 4584.80 50.35 319

2000 5900.00 74240.00 39380.00 443.10 481

2001 6527.00 81411.10 43163.10 371.90 484

2002 6863.24 80680.00 44180.00 687.50 483

2003 7067.90 91870.00 56120.00 863.50 456

2004 7473.20 104780.00 69367.30 590.01 523

2005 7094.00 125693.10 90805.90 (381.80) 536

2006 10196.70 133352.50 102315.20 90.6 562

2007 11101.90 154185.70 119761.70 889.0 626

2008 14260.00 204980.00 146500.00 1569.00 677

2009 17366.00 243892.00 163200.00 1821.00 728*


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Outlets comprises of 407 branches, 39 ECs, 28 Satellite Offices and 203 ATMs as of March

31st 2009. Additionally bank also has Internet Banking, mi-b@nk and Customer Service Line

for Phone Banking Service.

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


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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 clients preference in markets where

ING can create value.

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 total assets of 1313 billion euros , net profit of 9.24 billion

euros for the year ended December 2007.Further, the presence of the group in over 50

countries, employing over 120000, serving over 75 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


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BOARD OF DIRECTORS

Name (Sri)

K R Ramamoorthy,

Non-Executive Part-time Chairman

Vaughn Richtor,

MD & CEO

Arun Thiagarajan,

Director

Aditya Krishna,

Director

Philippe Damas

Director

Wilfred Nagel

Director

Richard Cox,

Director

Ryan Andrew Padgett,

Director

Ramakrishnan Subramanian,

Director

Santosh Ramesh Desai,Director
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Names Designation SBU/Function Place Office Address

Ashok Rao B Chief of Staff

Legal and Compliance,

Vigilance and Special

ProjectsBangalore

22, M G Road, Bangalore -

560 001.

Bishwajit

Mazumder

Chief -

Corporate

Audit Group

Internal Audit

DepartmentBangalore 22, M G Road,

Bangalore - 560 001.

Don Koch

Chief

Operating

Officer

Operations Bangalore22, M G Road,


Jan Van WellenChief Risk

Officer,

Credit Operational &

Market RiskBangalore

22, M G Road,


Janak Desai

Country Head

- Wholesale

Banking

Treasury & Wholesale

BankingMumbai

702-B, Poonam Chambers,

"A" Wing, 7th Floor, Dr A B

Road,Worli, Mumbai - 400

018

Jayant MehrotraChief Finance

OfficerFinance & Accounts Bangalore

22, M G Road,


Prasad J M

Chief - Human

Resources Human Resources Bangalore

22, M G Road,


Samir Bimal

Country Head

- Private

Banking

Private Banking Mumbai

ING Vysya Bank Ltd Private

Banking 17, Lincoln Lodge

Alta Mount Road,Mumbai -

400 036.

Uday Sareen

Country Head

- Retail

Banking

Retail Banking Bangalore22, M G Road, Bangalore -

560 001

Vaughn Richtor MD & CEO Bangalore22, M G Road, Bangalore -

560 001


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CORPORATE SOCIAL RESPONSIBILITY

ING VYSYA FOUNDATION:

ING Vysya Foundation was set up almost three years ago actively supported by the threebusiness units of ING Vysya (ING Vysya Bank, ING Vysya Life Insurance and ING Vysya

Mutual Fund) to promote its Corporate Social Responsibility. The mandate for the Foundation

is topromote primary education for under privileged children.This fits in well with INGGroups global vision of empowering children through education and INGs partnership with

UNICEF.

Accordingly, ING Vysya Foundations commitment to empower children through primary

education has been the focus in the last three years. In a country with an estimated 50 million

children deprived of basic primary education and health care, enormous support, dedication

and firm belief is necessary to make a difference and to change the scenario. The foundation's

efforts have very successful in reaching out to underprivileged children and providing them

with a platform to learn, grow and achieve through partnerships with 4 non profit

organizations located in India.

ING Chances for Children - Global initiative

BACKGROUND:

ING Chances for Children is an ING worldwide corporate program that aims to give 50,000

children in India, Brazil and Ethiopia access to education before the end of 2007 and toimprove the quality of education in the local communities in which ING businesses are active.

TARGETS AND OBJECTIVES:

The key objective of the ING Chances for Children program is to improve the well-being of

children aged 4-12 worldwide by giving them access to free, compulsory basic schooling thataims to develop each child's ability to the fullest. ING Chances for Children will be doing this

by giving children access to education, by providing the necessary skills and through

investment in educational organizations.


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The main targets of the ING Chances for Children program are

To provide primary education for 50,000 children over a period of three years. To improve the quality of education in the communities in which ING businesses are

active.

To involve as many of the ING Groups 115,000 employees as possible, either asambassadors, volunteers or donors

By starting local community development initiatives with ING employees and by working

together with organizations such as UNICEF, the ING Chances for Children program aims to

contribute to the goal of achieving primary education for all children, as stated in both the

United Nations Millennium Development Goals and the Convention on the Rights of the

Child.

UNICEF PARTNERSHIP:

The ING Chances for Children program has joined forces with UNICEF, the United Nations

Childrens Fund, to achieve the target of giving 50,000 children access to education. The

program will be supporting educational UNICEF projects in India, Brazil and Ethiopia. The

partnership with UNICEF will also enable the local ING business units to team up with local

UNICEF offices and take advantage of each others unique positions at a community level. A

range of other projects and partnerships with other organizations will be started, both

internationally and locally.


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ING CHANCES FOR CHILDREN - INDIA INITIATIVE:

In India, along with the ING Vysya Foundation, the ING and UNICEF partnership is focused

to provide quality education for working children in Tamil Nadu. 15,000 children will benefit

from quality education in 200 learning centers for former child workers under the NationalChild Labor Elimination Project(NCLP).The project focuses on strategies to provide quality

education for children who are either already working in low-paid, low-skilled industries or

who are out-of-school and therefore extremely vulnerable to becoming child laborers. In Tamil

Nadu the project emphasizes on child-friendly schools, quality education, communityinvolvement and responsibility in ensuring children can learn and build a solid foundation for

a hopeful future and make a strong basis for ensuring that children remain in school and

complete a course in primary education. Activities will especially focus on preventing childlabor, protecting childrens rights and promoting quality education.

600 teachers will be reinvigorated through capacity building and professional training

pedagogy and motivation. Through workshops with some 180 staff from government

departments, UNICEF will cultivate and reinforce supportive alliances in ensure qualityeducation through to working children.


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PERFORMANCE HIGHLIGHTS : YE MARCH 2009

NET-INTEREST INCOME

12% increase in Net Interest Income (NII) to Rs 498.4 crore in 2008-09 from Rs 445.6 crore in

2007-08

OTHER INCOME

Is Rs 398.2 crores in 2008-09 as against Rs 252.2 crores in 2007-08

PROFIT

Rs 156.9 crore after tax profit in 2008-09 compared to a profit of Rs 88.9 crore in 2007-08, an

increase of 77%

Growth in Advances

Growth of 22% - from Rs 11,976 crores to Rs 14,650 crores

And Deposits

CASA grew from Rs 4485 crores to Rs 6452 croresincrease of 45%

Gross and Net NPA

Declining Net NPA from 0.95% in 2007-08 to 0.70% in 2008-09


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CHAPTER-4

Banking Products


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SAVINGS ACCOUNTS:

The Savings accounts are primarily meant to inculcate a sense of saving for the future or

accumulation of funds over a period of time. These accounts are meant to help customersprotect their money and provides them with instruments that help them make easy payments

without handling / carrying cash.

Whatever occupation, we are confident that our customers will find the perfect banking

solution through our savings accounts.

The rate of interest on the Savings accounts is regulated by the Reserve Bank of India and is

currently at 3.5 % per annum.

The interest earned from SB accounts is exempt from Tax deduction at source


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ORANGE SAVINGS:

PRODUCT DEFINITION:

The Orange Savings Account from ING Vysya Bank is designed keeping the busy customer in mind. It

supports his busy lifestyle and helps balance the numerous demands made on time, thus making life

easier. It offers recognition, convenience and flexibility.

KEY FEATURES:

Quarterly Average Balance of Rs. 5000/- to be maintained in the account.

Free Unlimited ATM transactions on all ING Vysya ATMs.

Free Unlimited ATM transactions at over 20,000 other bank ATMs in India.

Free issue and unlimited usage of multi-city Payable at Par cheques by default.

AAA Cash deposits for OSB account holders are provided free of cost up to two

transactions with a value not exceeding Rs. 50,000/- per month.

Free International Debit Card for the first year, with a renewal fee of Rs. 150/- from the

second year.

Free Electronic Bill Payment serviceat select centers.

Free Personal Assistance Service - Smartserv at select centers.

Free Statement of Account through E-mail.

Mi-b@nk - Internet banking facility.

Free Customer Service Line facility.

Free for life Credit Card based on the applicants eligibility.


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TARGET SEGMENT:

Individuals.

Guardians on behalf of minors.

Clubs, Associations, Trusts, Charitable & Religious Institutions.

Hindu Undivided Family (non-trading account).

DOCUMENTATION:

Customer Information File

Account Opening Form.

Identity Proof.

Address Proof.

Customer Due Diligence as per KYC norms


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FREEDOM ACCOUNT:

PRODUCT DEFINITION:

The Freedom Savings Account from ING Vysya Bank is designed with transparency. It provides

customers with an account, where they pay an upfront annual fee for maintaining the savings account

without indirect charges for non-maintenance of average balances.

KEY FEATURES:

The Quarterly Average Balance requirement - (Zero).

No Service Charges is levied for non-maintenance of minimum quarterly average balance.

International Debit Card is issued free, for the first year.

Free Unlimited ATM transactions on all ING Vysya Bank ATMs.

Free 4 ATM transactions (financial/non-financial) per month at over 20,000 other Bank

ATMs in India.

Shopping convenience at over 2 Lakh merchant locations.

Free issue of normal personalized MICR cheques.

AAA Cash deposits restricted to two transactions with a value not exceeding Rs. 25,000/-

per month.


Free Transfer of funds across all branches. (AAA Banking)

Free Statement of Account through E-mail at no charge.

Free Internet banking facility throughMi-b@nk.
mailto:Mi-b@nkmailto:Mi-b@nkmailto:Mi-b@nkmailto:Mi-b@nk


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ORANGE SALARY ACCOUNT:

PRODUCT DEFINITION:

The Orange Salary Account from ING Vysya Bank is designed to provide additional features that

complement the lifestyle of the employees working with higher end corporates. It offers recognition,

convenience and flexibility.

KEY FEATURES:

Zero Balance Account.

Free Unlimited ATM transactions on all ING Vysya ATMs.

Free Unlimited ATM transactions at over 20,000 Cirrus / Cash net ATMs in India.

Free International Debit Card.

Shopping convenience at over 200,000 merchant locations, with the ING Vysya

International Debit card.

Free issue and usage of multi-city personalized Payable at Par cheques.

Free unlimited usage of PAP cheques.


Free Transfer of funds between accounts across all branches. (AAA Banking)

Free Personal Assistance Service - Smartserv at select centers.

Free Statement of Account through E-mail.

Customer RTGS transactions at concessional rates.


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Mi-b@nk - Internet banking facility.

Customer Service Line facility.

Free joint account status. Free add-on International Debit Card is provided to the joint

account holder.

Free for life Credit Card based on the applicants eligibility.

Adhoc Checkout* (Temp Overdrawing) to the extent of 50 % of the last salary credit charged at 18

% p.a and for the number of days overdrawn.


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ADVANCE SALARY ACCOUNT:

PRODUCT DEFINITION:

The Advantage Salary Account from ING Vysya Bank is designed to provide banking convenience to

the middle-income employees working with corporates. The product has features that provide basic

banking services to a Zero Balance Account.

KEY FEATURES:

Zero Balance Account.

Free Unlimited ATM transactions on the ING Vysya and Corporation Bank ATM network.

6 Free ATM transactions per month at over 20,000 Cirrus / Cash net ATMs.

Free ING Vysya International Debit Card.

Shopping convenience at over 200,000 merchant locations.

Free issue of personalized cheques books.

Free 2 D.Ds / Pos not exceeding a value of Rs. 10,000/- per month.

Free transfer of funds across all the branches of ING Vysya Bank.

Free Bill Pay service at select centers.

Free statement of account through e-mail.

Internet banking facility (Mi-bank).


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GENERAL SAVINGS ACCOUNTRURAL AREAS

PRODUCT DEFINITION:

The General Savings Account had a quarterly average balance requirement of Rs. 5,000/- in

the account, similar to the Orange Savings Account. Due to geographical demography and

customer profile, the customers at these locations were not inclined to maintain Rs. 5,000/- as

the quarterly average balance. To be in line with competition, we have made a Gen SB variant

with a QAB requirement of Rs. 2,500/- for customers at Semi Urban locations only.

KEY FEATURES:

A Savings bank account with a QAB requirement of Rs. 2500/-.

Penalty for non-maintenance of minimum quarterly average balance = Rs. 75/- per quarter

exclusive of service taxes.

One free chequebook will be issued to all customers per year. Additional chequebook will

be charged at Rs. 50/- per chequebook of 25 leaves.

Free unlimited usage of ING Vysya Bank ATMs.

All ATM transactions on other Bank ATMs will be charged at Rs. 30/ - per transaction,

exclusive of service charges.

Six free cash transactions per month at the base branch.

Beyond 6 free transactions at the base branchevery transaction will be charged at Rs. 20/-

per transaction.

AAA transactions permitted subject to service charges as per the schedule of charges.

Free Internet Banking.

Free Phone Banking.


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SOLO ACCOUNT:

PRODUCT DEFINITION:

The Solo account is an account for students. A savings bank account where the studenthas to maintain a quarterly average balance of Rs. 500/- in the account.

KEY FEATURES:

A Savings bank account with a minimum balance requirement of Rs. 500/- in theaccount.

Penalty for non-maintenance of minimum quarterly average balance = Rs. 150/- perquarter exclusive of service taxes.

Free issue of Debit Card. Free unlimited usage of ING Vysya Bank ATMs. 30 free transactions on the HDFC/Corporation bank ATMs per annum. AAA transactions permitted subject to service charges as per the schedule of

charges.

Smartserv & SMS alerts are charged at Rs. 100/- per annum. Free Internet Banking. Free Phone Banking. Free annual statement of account. Identity Card of Institution where student is studying. Introduction letter from the Head of the Institution with attestation on the

AOF

Customer Due Diligence as per KYC norms.


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ADVANTAGE CURRENT:

PRODUCT DEFINITION:

A Competitive current account product from ING Vysya Bank with a host of benefits

addressing today's demands of the prospective mid-sized business customers. A never beforebanking experience that priorities customer convenience and makes banking, an overall

pleasure

KEY FEATURES

Free Demand Drafts/Pay Orders/PAP Cheques/RTGS/EFT/NEFT up to a limit of Rs. 50 lakhsper month*.

Free anywhere cash deposit up to a limit of Rs.50, 000 per day (Maximum Rs.5.00 permonth) *

Free collection of cheques across all networked branches (cheques are to be bankeddirectly by customer/his representative)*

Free International Debit Card in the case of Individuals/Proprietary concerns/PartnershipFirms authorized to operate the account*.

Access to ATM network of other Banks (cirrus network) * Free unlimited usage of ING Vysya ATMs. Free Customer service line on toll free No.1800 425 9900. Free Mi-bank facility to Individuals/Proprietorship Concerns/Principal Applicant in case of

Partnership Firms (at the option of the customer)

Free SMS alerts at select centers* (at the option of the customer)

Free monthly statement of accounts (physical/e-mail) PAP (Payable At Par) cheques and general chequebook available; both Personalized to

enhance value*.

Free Financial Advisory Services at select centers.


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TARGET CUSTOMERS:

Mid size business segments. Individuals for single account. More than one individual for joint accounts. Sole proprietary concerns. Partnership concerns. Hindu Undivided family. Private and Public Limited Companies. Clubs, Associations, Benevolent and friendly societies. Co-operative organizations. Statutory bodies, municipalities and such other quasi-Government institutions. Executors and administrators. Trustees/Agencies/Power of Attorney Holders.


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GENERAL CURRENT ACCOUNT

PRODUCT DEFINITION:

A convenient account that allows unlimited transactions to business concerns, entrepreneurs and

self-employed professionals

KEY FEATURES:

Transactional convenience on account of automation at Profile branches.

VALUE ADDITIONS TO THE ACCOUNT HOLDERS:

Personalized Cheque books.

International Debit Card.

Mi-bank - net banking services.

Phone Banking at select centers.

Bill Pay at select centers.

Demat Account (on request)

Access to a wide network of ING Vysya Bank as well as non-ING Vysya Bank ATMs in India and

abroad.

Investment Advisory Services at all metros and select centers.

Possibility of many other banking facilities, depending on the needs and net worth of the

account holder.


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TARGET CUSTOMERS:

Individuals for single account.

More than one individual for joint account.

Sole proprietary concerns.

Partnership concerns.

Hindu Undivided family.

Private and Public Limited companies.

Clubs, associations, benevolent and friendly societies.

Co-operative organizations.

Statutory bodies, municipalities and such other quasi-Government institutions.

Executors and administrators.

Trustees/ Agencies/ Power of Attorney holders.


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NRO SAVINGS ACCOUNT

PRODUCT DEFINITION:

A convenient, safe and liquid account designated to fulfill the saving and thrift needs of

NRIs in India.

KEY FEATURES:

Any resident can be a joint account holder.

Facility of Multi-city/Multi-branch banking, if opened in any of the networked branches.

Local income can be credited to the account.

Inward remittances from abroad by way of TTs/Cheques/DDs/IMOs/ACH/FCs/TCs are

allowed to credit in the account.

Local rupee deposits can be made through cheque.

RBI determined rate of interest, payable half-yearly.

The interest earned on this account is taxable under Indian I.T.Act.

Interest is repatriable after tax deduction at source.

Withdrawals in this account are freely allowed for local disbursements.

Easy transfer of funds between accounts within the Bank allowed.

International Debit Card- But it should be used in India only.

Mi-b@nk- net banking services.

BillPay at select centers.

Phone Banking at select centers.

Smartserv at select centers.
mailto:Mi-b@nkmailto:Mi-b@nkmailto:Mi-b@nk


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Demat Account (on request).

Access to a wide ATM Network of ING Vysya Bank as well as non-ING Vysya Bank

ATMs in India.

Nomination is permitted.

Investment Advisory Service at all metros and select centers.

Target Customers

Non Resident Indians.

Person of Indian Origin staying in abroad.

Foreign Nationals on temporary stay in India.

Students who are studying & staying abroad for more than six months

TERMS AND CONDITIONS:

Minimum balance to be maintainedRs.5000/-

Rate of interest3.5% p.a.(regulated by RBI)

Physical presence of NRI is required whenever FCY notes and TC are deposited.

Non maintenance of minimum balance attracts penalty.

Opening of accounts by individuals/entities of Bangladesh/Pakistan nationality/ ownership

requires approval of Reserve Bank.

On change of status from non-resident to resident, the accounts will be re-designated as resident

accounts.


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CHAPTER-5

Alternative Channels


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ING VYSYA BANK ATMs NETWORK

ING Vysya Bank currently has 215 ATMs across the country.

All ING Vysya Bank ATMs accept cards with the following logos:


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CUSTOMER SERVICE LINE:

The customer can call us at 1800 425 9900from any BSNL / MTNL landline telephone. Apart

from these, we can be reached at the following numbers given below.

Services Available at the Customer Service Line

Through Customer Service Off icerOn the IVR

Providing general information to

customers:

Providing general information to

Customers:

Product information - e.g., Orange,

Sambandh etcProduct information

Process related - chq clearing time, wire

transfer etc

Providing account information to

Customers:

ATM/Branch - ATM clearing time, guidance

on usage, location etcAccount Balance

Charges - draft charges, NRV service

charges etc

Last five transactions

Servicing customer complaints - i.e.

logging in complaints and tracking until

resolutionProcessing requests

Providing account information to

customersBank statement (mail/fax)

Account Balance Cheque Book

Last five transactionsHot listing cards call would come to an

agent on top priority

OD a/c limits, interest rates Fund transfer

Term Deposit interest rates Change of Tpin


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Net Banking - Mi-bank:

Accounts can be accessed anytime and from anywhere with ING Vysya Banks online banking service.

With mi-b@nk, customers can view their account details and transact, download statements, request

for demand drafts, order a cheque book and much more7 days a week


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NATIONAL ELECTRONIC FUNDS TRANSFER

Internet Banking through Mi-b@nk channel is a value added service provided for customers ofING Vysya bank where in customers are able to transfer funds to other ING Vysya Bank

operative accounts, apart from other services like bill payment, credit card payment,

transaction verification etc.,. Subsequent to the roll-out of NEFT by majority of Bank

Branches across the country, transfer of funds between banks have been enabled through Mi-b@nk channel.


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CHAPTER-6

Data Analysis & Interpretation


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TABLE 4.1.2:- EDUCATIONAL BACKGROUND OF THE CUSTOMERS

BAR CHART:-

PERCENTAGE OF

RESPONDENTS12 36 44 8

INTREPRETATION:

Majority of the customers i.e,44% are graduates and 36% of the

customers are studied intermediate and12% of the customers are studied up to s.s.c and the

remaining8% of the customers have completed their post graduation. This analysis revealsthat most of the customers are educated and maximum number people are having minimum

education.

0

5

10

15

20

25

30

35

40

45

50

EDUCATIONAL

QUALIFICATION

NUMBER

OF

RESPONDENTS

PERCENTAGE

OF

RESPONDENTS

BELOW S.S.C 13 12

INTERMEDIATE 39 36

GRADUATION 48 44

POST-GRADUATION 9 8

TOTAL 110 100

BELOW S.S.C INTERMEDIATE GRADUATION POST-GRADUATION


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TABLE 4.1.3:- ANNUAL INCOME OF THE CUSTOMERS

PIE CHART:

INTREPRETATION:

The analysis reveals that 48% of the customers are having annual

income in between 60,000/- and 1,00,000/- and 30% of customers are receiving the annual

income in between 1,00,000/- and 2,00,000/- and the least of 6% customers are receiving the

income below 60,000/-.

ANNUAL INCOME

NUMBER

OF

RESPONDENTS

PERCENTAGE

OF

RESPONDENTS

BELOW 60,000 6 6

BETWEEN

60,000-1 LAKH53 48

BETWEEN

1 LAKH-2 LAKH33 30

ABOVE

2 LAKHS18 16

TOTAL 110 100

ABOVE 2 LAKHS

16%

BELOW 60,000/-

6%

60,000 - 1 LAKH

48%

1 LAKH2 LAKHS

30%


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TABLE 4.1.4:- ASSOCIATION OF THE CUSTOMERS WITH ING

VYSYA BANK

PIECHART:

INTREPRETATION:

The INGVysya bank was opened just 20years back in Kakinada. The analsis

reveals that maximum number i.e.., 56% of customers are having 1to 15 years association

with bank and 24% of the customers are having more than 5 years association that means

these 24% of customers are associated with bank from the beginning itself. And 20% of the

customers are in association with bank below 2 year.

ASSOCIATONWITH BANK

NUMBER

OF

RESPONDENTS

PERCENTAGE

OF

RESPONDENTS

BELOW 1 YEAR 22 20

BETWEEN

1-15YEARS61 56

ABOVE 3 YEARS27 24

TOTAL 110 100

BELOW 1 YEAR 20%

BETWEEN 1-15 YEARS 56%

ABOVE 3 YEARS 24%


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TABLE 4.1.6:- AGE DETAILS OF THE CUSTOMERS

PIE CHART:

INTREPRETATION:

The analysis reveals that 43% of the customers are having age in

between between 30-40 years and 30% of the customers are in between the age of 45-60

years and the younger generation i.e.., 20-30 years are of 24% only. But the least of 12%

customers are of age more than 60years.

AGE

NUMBER

OF

RESPONDENTS

PERCENTAGE

OF

RESPONDENTS

20-30 YEARS 26 2430-45 YEARS 37 34

45-60 YEARS 33 30

ABOVE 60

YEARS14 12

TOTAL 110 100

2030 Years 24 %

3045 Years 34%

4560 Years 30%

Above 60 Years 12%


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TABLE 4.1.7:- DETAILS OF THE REGION TO WHICH THE

CUSTOMER BELONGS

PIE CHART:

INTREPRETATION:

Majorities (44%) of customers are from semi urban and 20% of theCustomers are from rural region. And the least of 16% of the customers are from urban

region. As Rajahmundry was a semi urban region the analysis says that maximum number of

people are from local area only.

REGION

NUMBER

OF

RESPONDENTS

PERCENTAGE

OF

RESPONDENTSURBAN 18 16

SEMI - URBAN 70 64

RURAL 22 20

TOTAL 110 100

URBAN 16%

SEMI-URBAN 64%

RURAL 20%


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TABLE 4.1.8:- GENDER DETAILS OF THE CUSTOMERS

PIE CHART:

INTREPRETATION:

The analysis reveals that 84% of the customers are male gender. And

16% of the customers are female gender. This analysis says that men are interested to do

banking rather than women.

GENDER

NUMBER

OF

RESPONDENTS

PERCENTAGE

OF

RESPONDENTS

MALE 92 84

FEMALE 18 16

TOTAL 110 100

MALE 84%

FEMALE 16%


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Table 4.2:- Details of the type of current account of the customers :-

PIECHART:

INTREPRETATION:

The analysis reveals that half of the customers i.e.., 50% are having

General business account of monthly average balance Rs.10,000 and 25% of the customers

are having Comfort account of Rs.25,000 monthly average balance and 16.7% of the

customers are having Advantage of Rs.50,000 monthly average balance. But the least of 8.3%of customers are having current account of Orange Current account of monthly average

balance Rs. 1lakh

TYPE OFCURRENT

ACCOUNT

NUMBER

OF

RESPONDENTS

PERCENTAGE

OF

RESPONDENTS

GENERAL 55 50

COMFORT 27 24.54

ADVANTAGE 19 17.27

ORANGE 9 8.19

TOTAL 110 100

GENERAL 50%

COMPART 24.54%

ADVANTAGE 17.27%

ORANGE 8.19%


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TABLE 4.3:- DETAILS OF SAVINGS ACCOUNT OF THE

CUSTOMERS

PIECHART:

INTREPRETATION:

Majorities (60%) of the customers is having Orange SB accounts and 6.67% of the customersare having SB Variant accounts and 20% of the customers are having General SB accounts

and 13.33% of the Customers are having salary accounts.

TYPE OF

SAVING ACCOUNT

NUMBER

OF

RESPONDENTS

PERCENTAGE

OF

RESPONDENTSORANGE SAVING 66 60

SB VARIANT 8 7.27

GENERAL SB 22 20

SALARY ACCOUNT 14 12.73

TOTAL 110 100

ORANGE SAVING 60%

SB VARIANT 7.27%

GENERAL SB 20%

SALARY ACCOUNT 12.73%


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Table 4.4: DETAILS A BOUT WITH DRAW OF CASH

PIE CHART:

INTREPRETATION:

The analysis reveals that out of 100%, 84% of the customers are

interested to withdraw cash from ATM. But a very few people i.e, 16% of customers are

Interested to withdraw cash through. This is because most of the people dont want to go forbanks to with draw cash, they want the instant cash. So, they mostly prefer ATM

PREFERENCE

NUMBER

OF

RESPONDENTS

PERCENTAGE

OF

RESPONDENTS

CHEQUE 17 16

ATM 93 84

TOTAL 110 100

CHEQUES 16%

ATM 84%


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TABLE 4.5:- DETAILS ABOUT THE DEPOSITING OF CASH

PIE CHART:

INTREPRETATION:

From the above table, we came to know that 58% of respondents are

interested to deposit in the banks. And 42% of the respondents are interested to deposit in

the ATM. But according to them it is more easy to deposit in the ATM rather than bank. But

they are thinking about the security and depositing of their amount within a short time or

not.

PREFERENCENUMBER

OF

RESPONDENTS

PERCENTAGEOF

RESPONDENTS

DEPOSIT IN THE BANK 64 58

DEPOSIT IN THE ATM 46 42

TOTAL 110 100

DEPOSIT IN BANK 58%

DEPOSIT IN ATM 42%


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TABLE 4.6:- USAGE OF AT PAR CHEQUE FACILITY

PIE CHART:

INTREPRETATION:

The analysis reveals that 56% of the customers are availing the Facility of AT PAR

CHEQUEs, but 44% of the customers are not availed of this AT PAR CHEQUE Facility. And AT

PAR CHEQUE Facility is given only for the customers who are having monthly quarter balance

of Rs.2,500 ( Charges Applicable) and Rs. 5,000 (Free of Charges)

OPINION

NUMBER

OF

RESPONDENTS

PERCENTAGE

OF

RESPONDENTS

YES 62 56

NO 48 44

TOTAL 110 100

YES 56%

NO 44%


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TABLE 4.7:- DDS/ PAY ORDER USAGE FREQUENCY.

PIE CHART:

INTREPRETATION:

From the above table, we can know that 16% of the customers are very often

using the free DDs / pay orders and this free DDs / pay orders facility can be often and

rarely used by 32% of the customers. And 20% of the customers are using this facility now

and then. But according to survey, these free DDs / pay orders facility is mostly used by the

business people.

FREQUENCY

NUMBER

OF

RESPONDENTS

PERCENTAGE

OF

RESPONDENTS

VERY OFTEN 18 16

OFTEN 35 32

NOW & THEN 22 20

RARELY 35 32

TOTAL 110 100

VERY OFTEN 16%

OFTEN 32%

NOW & THEN 20%

RARELY 32%


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TABLE 4.8:- USAGE OF CASH/ CHEQUE PICK UP FACILITY

Are you availing the cash/ cheque pick up facility

PIE CHART:

INTREPRETATION:

The analysis reveals that 88% of the customers are not availing the

cash/ cheque pick up facility. And 12% of the customers are availing are the cash/ cheque

pick up facility.

CUSTOMER USAGE

OF

CASH /CHEQUE

NUMBER

OF

RESPONDENTS

PERCENTAGE

OF

RESPONDENTS

AVAILABLE 97 88

NOT AVAILABLE 13 12

TOTAL 110 100

YES 12%

NO 88%


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TABLE 4.90:- OVER-ALL IS RATING ON THE CURRENT ACCOUNT

CUSTOMERS.

Youre overall rating on current account Facilities?

PIECHART :

INTREPRETATION50% of the customers rated the current account facilities are

moderate, while 33% of the customers said that said that the current account facilities need

to be improved; while no one have rated the current account facilities are very good

NUMBER

OF

RESPONDENTS

PERCENTAGE

OF

RESPONDENTS

VERY GOOD0

0

GOOD 19 17.27

MODERATE 55 50

NEEDS

IMPROVEMENT36 32.73

TOTAL 110 100

GOOD 17.27%

MODERATE 50%

NEED IMPROVEMENT 32.73%


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TABLE 4.10:-RATING OF THE BANKS CUSTOMER SERVICE.

Is ING Vysya Banks Customer service centre take action to make sure that every

customer is a satisfied customer?

PIE CHART :

INTREPRETATION:

The survey reveals that 20% of respondents says that ING Vysya

Bank customer service centre takes action to make every customer is satisfied customer but32% of respondents says frequently the customer service centre take action. And 36%

respondents says that occasionally the bank takes the action and only 12% says that the bank

never take any action regarding the satisfaction of the customer.

NUMBER

OFRESPONDENTS

PERCENTAGE

OFRESPONDENTS

ALWAYS22

20

FREQUENTLY 36 32

OCCASIONALLY 39 36

NEVER 13 12

TOTAL 110 100

ALWAYS 20%

FREQUENTLY 32%

OCCASIONALLY 36%

NEVER 12%


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TABLE 4.11PERFORMANCE OF THE CUSTOMER ENQUIRY

CENTRE

Is ING Vysya Banks Customer enquiry centre works tothe standards of customer care

PIE CHART :

INTREPRETATION:

According to the primary data collected, 24% of the

respondents say that customer enquiry centre always works to the standards of customer

care. majority i.e..,46% of respondents says that frequently the bank reaches the standardsof customers and22% of the respondents said that the bank occasionally reaches

expectations of the customers. But only 8% of respondents says that the bank never reach

their standards/ expectations.

NUMBER

OF

RESPONDENTS

PERCENTAGE

OF

RESPONDENTS

ALWAYS 2624

FREQUENTLY 51 46

OCCASIONALLY 2422

NEVER 9 8

TOTAL 110 100

ALWAYS 24%

FREQUENTLY 46%

OCCASIONALLY 22%

NEVER 8%


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TABLE 4.14:- RATING OF ATM SECURITY.

PIE CHART:

INTREPRETATION:

52% of the customers rated the ATM security of the bank is excellent,

while 8% of the customers rated the ATM security is moderate, but no one said that the

security have to be improved. Where as 40% of respondents says that the security is good.

NUMBER

OF

RESPONDENTS

PERCENTAGE

OF

RESPONDENTS

EXCELLENT 57 52GOOD 44 40

MODERATE 9 8

NEEDS IMPROVEMENT 0 0

TOTAL 110 100

EXCELLENT 52%

GOOD 40%

MODERATE 8%


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TABLE 4.15:- RATING OF EMPLOYEES ATTITUDE.

PIECHART:

INTREPRETATION:

According to the primary data collected, 42% of the customers said

that the employees are interactive while 30% of the customers said that employees are

respectful but 4% of the customers said that employees behavior need to be improved where

as 24% of respondents says that the employees behavior is effective.

EMPLOYEES

ATTITUDE

NUMBER

OF

RESPONDENTS

PERCENTAGE

OF

RESPONDENTS

HOSTILE 33 30

CASUAL 46 42

INDIFFERENT 18 16

HELPING 13 12

TOTAL 110 100

HOSTILE 30%

CASUAL 42%

INDIFFERENT 16%

HELPING 12%


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Table 4.16 :- awareness about the compliant box/ grievance cell/ complaint

PIECHART:

INTREPRETATION:

Majority of the respondents i.e, 72% of respondents said that they

are all aware of complaint box/ grievance cell/ complaint procedure. But 28% of respondents

said they are not aware of these facilities.

NUMBER

OF

RESPONDENTS

PERCENTAGE

OF

RESPONDENTS

YES 79 72

NO 31 28

TOTAL 110 100

YES 72%

NO 28%


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TABLE 4.17:- ABOUT THE COMMENTS AND FEED BACK

Is ING Vysya Banks Customer service centre seeks customer comment and feedback.

PIE DIAGRAM:-

INTREPRETATION:

The primary data reveals that 32% of respondents says that bank

always seeks customer comments and feedback. And majority of respondents i.e, 36%

customers says that the bank employees frequently seek the feedback and 24% of

respondents said that the employees occasionally seeks the feedback and comments. But a

few respondents i.e.., 8% says they never seek the feedback and comments.

NUMBEROF

RESPONDENTS

PERCENTAGEOF

RESPONDENTS

ALWAYS 35 32

FREQUENTLY 40 36

OCCASIONALLY 26 24

NEVER 9 8

TOTAL 110 100

ALWAYS 32%

FREQUENTLY 36%

OCCASIONALLY 24%

NEVER 8%


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CHAPTER-7

Findings, Suggestions &

conclusion


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FINDINGS

56% of the customers use at par cheque and the rest dont

Because of the at par cheque facility , most of the customers do not prefer DDs.But still 48% of them prefer DDs rarely.

Most of the respondents are not availing the cash pick up facility.

Out of the users of cash pick up facility , most of them say that the facility is good.

Overall rating for current account is moderate.

Banks customer service is also rated good.

Relations maintained by the relationship manager are rated good.

Majority of the respondents said that the banking timings are good but no body saidthat there is a need for change.

52% of the respondents said that the ING Vysya ATM security is excellent.

Maximum number of respondents are satisfied with the employees behavior.


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SUGGESTIONS

Bank can communicate to the customers who are not utilizing at par cheque facility,its advantages and increase the share of the users.

Customers can be explained about the advantages of electronic fund transfer. So thatthey can avail this facility.

Business current account customers can be encouraged to incalculate the usage ofcash/ cheque pick up facility

Banks customers service can be looked forward to be more better.

Increasing ATM centers.


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ANNEXURE

&

BIBLIOGRAPHY


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QUESTIONNAIRE

CUSTOMERS SATISFACTION ON SERVICES MARKETING MIX

PROVIDING BY THE ING VYSYA BANK

RESPONDENT PROFILE:

1. (a) Occupation:A.Employees ( ) B. Student ( )

C.Businessman ( ) D.Others ( )

(b) Educational qualification:

A.Below S.S.C ( ) B.Intermediate ( )C.Graduation ( ) D.Post Graduation ( )

(c) Annual income :

A.Below 60,000/- ( ) B.Between 60,000-1 lakh ( )

C. 1 lakh-2 lakh ( ) D.Above 2 lakh ( )

(d) Association with ing vysya bank

A.Below 1 year ( ) B.Between 1-15 years ( )

C.Above 15 years ( )

(e) Marital status

A.Married ( ) B. Unmarried ( )


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(f) Age

A. 20-30 years ( ) B. 30-40 years ( )

C.40-60 years ( ) D. above 60 year ( )

(g) Region

A. Urban ( ) B.Semiurban ( )

C.Rural ( )

(h) Gender

A.Male ( ) B.Female ( )

2. What is the type of current account you are operating ?

A.General ( ) B. Comfort ( )

C.Advantage ( ) D.Orange current ( )

3.What type of saving account you are operating ?

A.Orange Saving ( ) B.SB Variant( )

C.Salary Account ( ) D. General SB ( )

4.To withdraw cash you prefer ?

A.Cheque ( ) B. ATM ( )

5. To deposit cash you prefer ?

A.In the bank ( ) B. In the ATM ( )


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6. Are availing the at par cheque facility ?

A.Yes ( ) B. No ( )

7. How often do you use the free dds/ pay order in vysya bank?

A. Very Often ( ) B.Often ( )

C. Now& Then ( ) D. Rarely ( )

8. Are you availing the cash /cheque facility ?

A. Available ( ) B. Not Available ( )

9. You are over-all rating on the current account facilities ?

A. Very Good ( ) B. Good ( )

C.Moderate ( ) D. Needs Improvement ( )

10. Please rate our bank customere service ?

A. Very Good ( ) B. Good ( )

C.Moderate ( ) D. Needs Improvement ( )

11. How do you feel about the timings of the bank ?

A. Comfortable ( ) B. Good ( )

C. Adjustable ( ) D. Need Some Change ( )


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12. Rate the information providing to the customers in the enquiry counter/

reception ?

A. Excellent ( ) B. Good ( )

C. Moderate ( ) D. Needs Improvement ( )

13. Please rate ING VYSYA BANK ATM security

A. Excellent ( ) B. Good ( )

C. Moderate ( ) D. Needs Improvement ( )

14. Please rate employees behavior with customers

A. Hostile ( ) B. Casual ( )

C. Indifferent ( ) D. Helping ( )

15. Please enumerate any extra services required to your current account ?

..

.

16. Please enumerate your suggestions / improvements to ING VYSYA

BANK?

..

17. Would you like to refer any of your friends / relatives to ING VYSYA

BANK ?


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BIBLIOGRAPHY

TITLE OF THE BOOK AUTHOR

Principles of Marketing Philip kotler

Marketing management cundiff and still

WEBSITES :

www.ingvysyabank.com

www.bankingindia.com

www.wikipedia.com
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