1. TRAINING REPORT
“Customer Awareness about Banking
at
Indusind Bank
Submitted to
DELHI INSTITUTE OF HIGHER EDUCATION DELHI
In partial fulfillment of the requirements
For the award of the certification of
POST GRADUATE PROGRAMME IN MANAGEMENT
(II Semester)
Submitted To:
Submitted By:
AMBIKA BHATIA
SWAHELAKHTAR
( Faculty )
SESSION 2012-2014
2. DECLARATION
I hereby declare that the training report conducted at
INDUSIND BANK,KOTA
Under the guidance of
(AMBIKA BHATIA)
Submitted in partial fulfillment of the requirements for the
POST GRADUATE PROGRAMME IN MANAGEMENT
(II Semester)
TO
DELHI INSTITUTE OF HIGHER EDUCATION, DELHI
Is my original work and the same has not been submitted
for the award of any other Degree/diploma/fellowship
or other similar titles or prizes.
Place:
Date
SWAHEL AKHTAR
3. ACKNOWLEDGEMENT
I take a great pleasure in acknowledging the management of Delhi Institute Of
Higher Education,Delhi. Ms Sheelu Sharma, Mr. Sheshadev Nayak,Ambika
Bhatia( Faculty guide) Prateek saxena (Manager in charge) , other staff members,
colleagues and friends for their encouragement, support, guidance and assistance
for their encouragement , support, guidance, assistance for undergoing successful
management training and preparing the Training Report.
I sincerely thank the employee of indusland Bank for the cooperation they have
extended & valuable information they have provided for the completion of this
project.
I have no words to express adequately my deep sense of gratitude to each and
everyone who have directly or indirectly cooperated and helped me to complete
this project successfully.
signature of the student
4. TABLE OF CONTENTS
page no
CHAPTER 1:INTRODUCTION
1-9
1.1 General introduction about the sector
1.2 Banks in India
1.3 Industry Profile
1.4Growth and status of the industry
1.5Banking services
CHAPTER 2: PROFILE OF THE ORGANIZATION
10-20
1.1 Ccompany profile
2.2Company background and growth
3.3 Services Provided by indusland bank
3.4 competitors and diffrence
CHAPTER:3 DISCUSSIONS ON TRAINING
21-23
3.1 Scope of study
3.2 Utility of study
3.3 Limitation of the study
CHAPTER:4
PROBLEM
STUDY
OF
4.1 Statement of the research objective
4.2 Research design and methodology
THE
SELECTED
RESEARCH
24-27
5. CHAPTER:5 ANALYSIS
28-49
5.1 Analysis of data
5.2 Summary of findings
CHAPTER:6 SUMMARY AND CONCLUSIONS
6.1Conclusions and recommendations
BIBILOGRAPHY
49-50
7. Introduction
The banking section will navigate through all the aspects of the Banking System in India. It will
discuss upon the matters with the birth of the banking concept in the country to new players
adding their names in the industry in coming few years.
The banker of all banks, Reserve Bank of India (RBI), the Indian Banks Association (IBA) and
top 20 banks like IDBI, HSBC, ICICI, ABN AMRO, etc. has been well defined under three
separate heads with one page dedicated to each bank.
However, in the introduction part of the entire banking cosmos, the past has been well explained
under three different heads namely:
History of Banking in India
Nationalization of Banks in India
Scheduled Commercial Banks in India
The first deals with the history part since the dawn of banking system in India. Government took
major step in the 1969 to put the banking sector into systems and it nationalized 14 private banks
in the mentioned year. This has been elaborated in Nationalization Banks in India. The last but
not the least explains about the scheduled and unscheduled banks in India. Section 42 (6) (a) of
RBI Act 1934 lays down the condition of scheduled commercial banks. The descriptions along
with a list of scheduled commercial banks are given on this page.
1
8. Banks in India
In India the banks are being segregated in different groups. Each group has
their own benefits and limitations in operating in India. Each has their own
dedicated target market. Few of them only work in rural sector while others in both
rural as well as urban. Many even are only catering in cities. Some are of Indian
origin and some are foreign players.
All these details and many more is discussed over here. The banks and its
relation with the customers, their mode of operation, the names of banks under
different groups and other such useful information’s are talked about.
One more section has been taken note of is the upcoming foreign banks in
India. The RBI has shown certain interest to involve more of foreign banks than
the existing one recently. This step has paved a way for few more foreign banks to
start business in India.
2
9. Major Bank in India
ABN-AMRO Bank
Abu Dhabi Commercial Bank
American Express Bank
Andhra Bank
Allahabad Bank
Axis Bank (Earlier UTI Bank)
Bank of Baroda
Bank of India
Bank of Maharastra
Bank of Punjab
Bank of Rajasthan
Bank of Ceylon
BNP Paribas Bank
Canara Bank
Catholic Syrian Bank
Central Bank of India
Centurion Bank
Citi Bank
City Union Bank
Corporation Bank
Dena Bank
Deutsche Bank
Dhanalakshmi Bank
Federal Bank
HDFC Bank
3
10.
HSBC
ICICI Bank
IDBI Bank Indian Bank
Indian Overseas Bank
IndusInd Bank
ING Vysya Bank
Jammu & Kashmir Bank
JPMorgan Chase Bank
Karnataka Bank
Karur Vysya Bank
Laxmi Vilas Bank
Oriental Bank of Commerce
Punjab National Bank
Punjab & Sind Bank
Scotia Bank
South Indian Bank
Standard Chartered Bank
State Bank of India (SBI)
State Bank of Bikaner & Jaipur
State Bank of Hyderabad
State Bank of Indore
State Bank of Mysore
State Bank of Saurastra
State Bank of Travancore
4
11. Industry Profile
Banking in India originated in the first decade of 18th century with The General Bank of India
coming into existence in 1786. This was followed by Bank of Hindustan. Both these banks are
now defunct. The oldest bank in existence in India is the State Bank of India being established as
"The Bank of Bengal" in Calcutta in June 1806. A couple of decades later, foreign banks like
Credit Lyonnais started their Calcutta operations in the 1850s. The first fully Indian owned bank
was the Allahabad Bank, which was established in 1865.
By the 1900s, the market expanded with the establishment of banks such as Punjab National
Bank, in 1895 in Lahore and Bank of India, in 1906, in Mumbai - both of which were founded
under private ownership. The Reserve Bank of India formally took on the responsibility of
regulating the Indian banking sector from 1935. After India's independence in 1947, the Reserve
Bank was nationalized and given broader powers.
POST-INDEPENDENCE
The partition of India in 1947 had adversely impacted the economies of Punjab and West Bengal,
and banking activities had remained paralyzed for months. India's independence marked the end
of a regime of the Laissez-faire for the Indian banking. The Government of India initiated
measures to play an active role in the economic life of the nation. This resulted into greater
involvement of the state in different segments of the economy including banking and finance.
The major steps to regulate banking included:
In 1948, the Reserve Bank of India, India's central banking authority, was nationalized,
and it became an institution owned by the Government of India.
The Banking Regulation Act also provided that no new bank or branch of an existing
bank may be opened without a licence from the RBI, and no two banks could have
common directors.
However, despite these provisions, control and regulations, banks in India except the State
Bank of India, continued to be owned and operated by private persons. This changed with the
nationalization of major banks in India on 19th July, 1969.
5
12. NATIONALISATION
By the 1960s, the Indian banking industry has become an important tool to facilitate the
development of the Indian economy. At the same time, it has emerged as a large employer, and a
debate has ensued about the possibility to nationalize the banking industry. The Prime Minister
of India expressed the intention of the GOI in the annual conference of the All India Congress
Meeting in a paper entitled "Stray thoughts on Bank Nationalization."
After this, until the 1990s, the nationalized banks grew at a pace of around 4%, closer to the
average growth rate of the Indian economy.
LIBERALISATION
In the early 1990s the then Narsimha Rao government embarked on a policy of liberalization and
gave licenses to a small number of private banks, which came to be known as New Generation
tech-savvy banks, which included banks such as Global Trust Bank (the first of such new
generation banks to be set up) which later amalgamated with Oriental Bank of Commerce, UTI
Bank (now re-named as Axis Bank), ICICI Bank and HDFC Bank.
CURRENT SITUATION
The industry is currently in a transition phase. On the one hand, the Public Sector Banks, which
are the mainstay of the Indian Banking system, are in the process of shedding their flab in terms
of excessive manpower, excessive Non Performing Assets (NPAS) and excessive governmental
equity, while on the other hand the private sector banks are consolidating themselves through
mergers and acquisitions
With the growth in the Indian economy expected to be strong for quite some time-especially in
its services sector-the demand for banking services, especially retail banking, mortgages and
investment services are expected to be strong. One may also expect Mergers and Acquisitions,
takeovers, and asset sales.
6
13. Currently, India has 88 scheduled commercial banks (SCBs) - 28 public sector banks (that is
with the Government of India holding a stake), 29 private banks (these do not have government
stake; they may be publicly listed and traded on stock exchanges) and 31 foreign banks.
Banking industry, currently, has completely moulded the system with some great technological
developments and few revolutionary thoughts.
Banking systems have developed their great scrutinies and fabulous standards during their
journey for upliftment
The scenario which they have brought up in the market through their unpretentious, hardworking
and high quality work has made a cluster breaking entry in the era of competition.
4Growth and status of the industry
Upcoming Foreign Banks in India
B few more names is going to be added in the list of foreign banks in India.
This is as an aftermath of the sudden interest shown by Reserve Bank of India
paving roadmap for foreign banks in India greater freedom in India. Among them
is the world's best private bank by Euro Money magazine, Switzerland's UBS.
7
14. The following are the list of foreign banks going to set up business in India
Switzerland's UBS
US-based GE Capital
Royal Bank of Scotland
Credit Suisse Group
Industrial and Commercial Bank of China
Banking services in India
With years, banks are also adding services to their customers. The Indian banking
industry is passing through a phase of customers market. The customers have more choices in
choosing their banks. A competition has been established within the banks operating in India.
With stiff competition and advancement of technology, the services provided by banks
have become more easy and convenient. The past days are witness to an hour wait before
withdrawing cash from accounts or a cheque from north of the country being cleared in one
month in the south.
This section of banking deals with the latest discovery in the banking instruments along
with the polished version of their old systems.
Banking services
Bank Account
Plastic Money
Loans
Money Transfer
Visa Money Transfer
8
17. IndusInd Bank Profile
Genesis IndusInd Bank
IndusInd Bank derives its name and inspiration from the Indus Valley civilization - a culture
described by National Geographic as 'one of the greatest of the ancient world' combining a spirit
of innovation with sound business and trade practices.
Mr. Srichand P. Hinduja, a leading Non-Resident Indian businessman and head of the Hindu
Group, conceived the vision of IndusInd Bank - the first of the new-generation private banks in
India - and through collective contributions from the NRI community towards India's economic
and social development, brought our Bank into being.
The Bank, formally inaugurated in April 1994 by Dr. Man Mohan Singh, Honorable Prime
Minister of India who was then the country’s Finance Minister, started with a capital base of
Rs.1, 000 million (USD 32 million at the prevailing exchange rate), of which Rs.600 million was
raised through private placement from Indian Residents while the balance Rs.400 million (USD
13 million) was contributed by Non-Resident Indians.
10
18. A New Era:
The merger with the Bank in June 2004 of Ashok Leyland Finance Ltd., among the largest
leasing finance and hire purchase companies in India, set in motion a process of consolidation
through the combined customer base of the merged entity and its increased geographical
penetration. IndusInd Bank has become one of the fastest-growing banks in the Indian banking
sector .
The Bank has approximately 441 branchesand 796 ATMs of its own. pread across 303
geographic locations of the country as on September 30, 2012 with 2 representative offices, one
each in London and Dubai.
IndusInd Bank’s broad lines of business include Corporate Banking, Retail Banking, Treasury
and Foreign Exchange, Investment Banking, Capital Markets, Non-Resident Indian (NRI) / High
Net worth Individual (HNI) Banking, and (through a subsidiary) Information Technology.
IndusInd Bank provides multi-channel facilities including ATMs, Net Banking, Mobile Banking,
Phone Banking, Multi-city Banking and International Debit Cards. It was one of the first banks
to become a part of RBI’s Real Time Gross Settlement (RTGS) system.
It has implemented an enterprise-wide risk management system encompassing global best
practices in the area of Risk Management, with help from KPMG. This has enabled the Bank to
remain in the forefront in complying with the requirements of Basel II. It is the first bank in
India to receive ISO 9001:2000 certifications for its Corporate Office and its entire network of
branches.
With its roots in Indian tradition and emphasis on customer care, IndusInd Bank’s service
philosophy is well reflected in the communication tagline
11
20. Mission:-
To position IndusInd bank limited as a top 3 performer in the new private bank space in 3 yrs.
measured by the three parameters of
1. Profitability
2. Productivity
3. Efficiency
To acquire global capabilities
To provide world class services
To maintain the highest standards of professionalism and integrity
13
21. Company background and growth
Major Strategic Aspects
Major Functional Aspect
Major Strategic Aspects
INDUSIND BANK is pursuing a Brand strategy to build one of the finest financial brands in
India. INDUSIND BANK believes that differentiation begins with its service and trust mark
embedded in ‘INDUSIND’, which represents the Bank’s fundamental goal of being a highly
service-oriented Financial Institution. The endeavour at INDUSIND BANK is to provide an
unprecedented Delightful Banking Experience to all its customers.
The name INDUSIND signifies :
The essence of the brand completely by conveying all the values and characteristics Attractive, Smart, Simple, Serious, Reliable, Trustworthy, Optimistic, Positive, Efficient,
Universal
Clutter breaking in the banking environment, and affirmative with target clients across
business and market segments .
Major Functional Aspect
INDUSIND BANK pursues a strong Employee Value Proposition of ‘Creating & Sharing
Value’, with a vision to build an organization, driven by Professional Entrepreneurship, where
all INDUSIND bankers truly partner to direct, manage and accelerate the development of
INDUSIND BANK as the Young and Dynamic Bank of Emerging India”.
INDUSIND BANK recognizes that the only real source of sustainable competitive advantage
for an organization is the power of its High Quality Human Capital. Therefore, we foster a
leadership mindset that embraces meritocracy as a vital force to reward performance and
exceptional competency.
14
22. Building a high performance culture is another key prerogative of the HR function. We
envisage a credible and transparent performance management process that helps in aligning
individual goals with corporate objectives, both quantitative and qualitative, and encourages
cross sell and team spirit. Our performance management process will be supported by a robust
rewards and recognition strategy for each business and a market based compensation structure
that is flexible, responsive and helps retention through asset building and wealth creation for top
performers. Our Promoters believe that a broad employee ownership of the shares of the
company has a positive impact on performance. Therefore, our stock option scheme covers a
large cross-section of our employees.
The HR function at INDUSIND BANK is working closely with leading international
consultants, including Hewitt and Korn Ferry, to operationalize this strategy and ensure that
the organizational architecture of the Bank is operational and adequately supports its business
plans.
Objectives of INDUSIND bank
To build a strong employer brand.
To attain a preferred employer status in the Banking and Financial Services industry.
To ensure that the Bank is able to attract, engage and retain high quality human capital
for its long-term success.
15
23. Services Provided by indusiand bank
Indusind bank provides all the above mentioned services which are very
vast in themselves. So we have just covered some services and have not
gone in the depth of all of them. the gist of some services has been clearly
presented in the report.
PERSONAL
BANKING
WEALTH
RTGS/NEFT
NRI
SAERVICES
MANAGEMEN
T SERVICES
SERVICES
PROVIDED
BY BANK
CAPITAL/
COMMODITIE
S MARKET
CORPORAT
E
BANKING
INTERNATIONA
L
BANKING
FOREX
BANKING
INVESTMENT
BANKING
16
24. My generous attempt is to demonstrate the actual meaning of the services covered by me.
Personal banking:- . Personal banking of indusind provides wide range of services. These
area. Account
b. deposits
c. loan
d. cards
e. Indus protect
Accounts include regular saving accounts, Indus easy savings account; demat account,
current account, Indus young saver account etc.
Wealth management services:Wealth management is an investment advisory discipline that incorporates financial planning,
investment portfolio management and a number of aggregated financial services. High net worth
individuals, small business owners and families who desire the assistance of a credentialed
financial advisory specialist call upon wealth managers. The team of customer relationship
managers (CRMs) assist in the financial planning including:
Analyzing customer risk profile,
Understanding their present and future financial needs,
Matching their requirements with the available investment options
Explaining the risk inherent in such investments
Achieving the returns to fulfill with their financial objectives and goals
Corporate banking:IndusInd Bank provides a wide array of commercial, transactional and electronic banking
products to corporate clients in India, both large, and small and medium scale enterprises. Banks
have innovative products designed with focused approach to suit requirement of various
segments.
Bank offer corporate banking services including working capital finance, term loans, trade and
transactional services, foreign exchange and cash management services. The facilities are
structured to meet specific needs of the client taking into account a client's risk profile. With
their strong customer oriented approach, they have built relationships with a number of Indian
companies including multinationals, well known domestic business houses and public sector
companies.
17
25. Investment banking:Investment banking is the traditional aspect of the investment banks which also involves
helping customers raise funds in the capital markets and advise on mergers and acquisitions.
Investment banking may involve subscribing investors to a security issuance, coordinating with
bidders, or negotiating with a merger target.
IndusInd Bank offers personalized investment options to help achieve customers financial
objectives. Solutions are tailor-made to suit each individual's requirements. Bank offers a host
of financial instruments that includes Fixed Deposits, Mutual Funds, Bonds and Insurance
products.
Online banking:Online banking (or Internet banking) allows customers to conduct financial transactions on a
secure website operated by their retail or virtual bank, credit union or building society.Some
online banking platforms support account aggregation to allow the customers to monitor all of
their accounts in one place whether they are with their main bank or with other institutions.
Nri banking:At IndusInd, the best banking experiences are those that give customer more than just what's
expected and their NRI services have been designed keeping this belie
competitors and difference
Service charges:Some service charges are closely similar although there are some distinctions in service charges
of various banks. Say for e.g. the DD and the Pay Order Creation depends on the HNI and the
Profile of the customers
Saving Account Opening:In IndusInd bank, one has to deposit Rs.10000/-in order to open his/her saving a/c, while in other
bank such as ICICI and HDFC the deposition needs of Rs.1 5000/-
18
26. House Loan Conditions:HDFC bank is well known for its easy conditions rendered while providing the home loan but as
is the case of IndusInd bank, home loan facilities are a little typical and distinct from HDFC
bank.
Non Uniformity:All privates banks have the tendency to pay more attention to few important customers say
HNI’s and they pay little heed to the others. Thus, there is non-uniformity in treating the people.
New Technologies:This will help the banks in serving all customers in a better way by attracting maximum numbers
of customers.
19
28. Scope of study
My survey was mainly conducted in the area called shopping center. This area has IndusInd
bank’s branch and around this area are situated many other banks like AXIS bank, corporation
bank, OBC bank, PNB (panjab national bank), state bank Bikaner and Jaipur, Allahabad bank.
The one’s highlighted with yellow are the area of my sample collection. All most all of my 150
sample have been stocked up from the shopping center area. The one’s highlighted with read are
the other banks which are mentioned above, which are in the vicinity of Indusind.
Utility of study
Studies done in various upcoming fields have always come up with positive results.
21
29. My project cannot accelerate the rate of improvement by any major speed but my
generous effort can try to stop it from retarding in any case
The service sector tries to progress not only by simple stairs but by leaps and bounds.
It could create to some extent its technological self sufficiency and could develop and
intuitive rapport with customers.
It could assert its sovereignty and strengthen its hold over some weak area like
connections, endorsements and collaborations.
It might in future reference create its technological supremacy over some weak area
of bank.
It could serve as an asset for the public who have real financial constraints.
Customers could really enjoy the successes and setbacks of service sector for years
and years ahead.
Limitation of the study
Limited survey content:There was a limited data i. e. 150 samples only were to be surveyed. This much number
of samples were not well sufficient for grasping a good hold on my topics how’s and
don’ts.
Lack of public awareness:The people were unaware of the subject and so could not express their views in an
elaborated manner.
22
30. Time acuteness:This was a major factor of limited study. Due to time bound study we got biased and
somewhat incomplete information about services from our surroundings. With no proper
conclusive background the project summary was a bit harder to be finalized.
Low accessibility:Due to this reason we could get a limited source of information due to lack of access to
confidential data.
Prior assumption:Some prior assumptions captivated our mind in a somewhat different direction. It was
assumed that the respondents had appropriate knowledge of the options given in
questionnaire.
Lack of cooperation:The colleagues and the office staff of other respective private banks were not so
cooperative. They showed a strict constraint in providing a helping hand through their
views.
The vastness of “services”:The service provided by the banks is a topic which is very vast in itself and to examine it
till the core, one need proper time period.
23
32. Statement of the research objective
Primary objective:
1. Kind of service delivery by the banks
2. Effect of services provided by the bank on their customers
3. To enhance the current market position of the bank
4. To give valuable solution to bank to improve their service level, market share,
customer retention, to develop tailor made product for the customers
5. To know the customer preference on the basis of services provided
Secondary objective
1. To create a secured connectivity level amongst customers for spreading the
motives of the bank
2. To develop an intuitive rapport with customers; a great indication of network
expansion
3. To mend a comfortable link with customers for the progress of the bank.
24
33. Research design and methodology
This section deals with the methodology employed to carry out the project. A well structured
process is important for the successful execution of a good field work. It is important to develop
good background information before actually interviewing the respondents.
The sampling design process
of elements or objects that possess the information sought by the researcher and about which
inferences are to be made. In this case the target population consists of small investors with an
annual income ranging from 1 Lacs to 7 Lacs and more
Elements – customers of different banks and household and shopkeepers.
Sampling Units – Banks, Shops, govt. offices
Research location – Kota city
Sampling frame:
The names of the investors to be surveyed were taken from the directory and the database from
the company and by other convenient sources.
Type of research:
exploratory research.
Research Instrument:
Questionnaire
Personal meet, accompanying Relationship Manager.
Presentation tool: pie chart and bar graphs.
25
34. Sampling technique:
Non-Probability sampling, in which sampling units are selected on the personal judgment and
not by chance. Here, good estimates of the population characteristics may be yielded.
In non-probability sampling, Convenient Sampling is applied which is an attempts to obtain a
sample of convenient elements. Often, respondents are selected because they happen to be in the
right place at the right time.
Sample size:
Sample Size = 150
Source -; 1. Database provided by bank
2. Personal references
3. People visited at public place
DATA COLLECTION
Primary Data Collection
Primary data refers to the data collected by the researcher to address the research problem. The
pilot survey was conducted on 5 investors who belong to bank. They are the bank employees
who have invested. This helps me to test the feasibility of the questionnaires. After reviewing the
responses, there was the process of modifying the questionnaire and then the main survey was
conducted.The data was collected on the basis of the following method:
1. Making the initial contact with the respondents.
2. Asking the questions with the help of a questionnaire.
26
35. 3. Probing, which is intended to motivate the respondents to enlarge on, clarify, or explain
their answers.
4. Finally, recording the answers.
Secondary Data Collection
This was important for building the background information before actually interviewing the
respondents of the sample chosen. It was important to understand the benefits and basics of
various investments options. Internet & search engines were one of the importance medium for
gaining the information required. Also journals, magazines and brochures of bank were used to
collect the facts and figures required. The secondary research took about two weeks of time.
27
37. Analysis of data
The data collected from the survey was tabulated for each of the parameters under study. Graphs
have been used to represent pictorially the results. Conclusions and recommendations were made
based on the findings.
Banks opted by the customers on the basis of needs and requirements ?
INDUSIND
25%
ICICI
21%
ICICI
HDFC
36%
HDFC
INDUSIND
14%
4%
AXIS
14%
AXIS
OTHERS
4%
OTHERS
21%
25%
36%
Comments: - the survey suggests that HDFC and IndusInd share half of the preference of the
customers in Kota.
Interpretation:-Still Indusind needs to get itself accelerated for changing the % to something
higher in its favour.
28
38. HOW DID U COME TO KNOW ABOUT YOUR BANK ?
NEWSPAPER
17%
HOARDING
8%
T.V
OTHERS
FRIENDS/RELATIVES
53%
13%
9%
Newspaper
9%
Hoarding
53%
17%
T.V
Friends/Relatives
8%
13%
Others
Comments: - the survey suggests that family and friends play a crutial role in selection of a
bank. Second spot is shared by advertising media including newspapers, hoardings and
television.
29
39. ENVIRONMENT OF THE BANK MATTERS ?
YES
64%
NO
14%
CAN’T SAY
22%
Can't Say, 22.00%
No, 14%
Yes, 64%
Comments:- the survey of 150 sample size clearly indicates that environment in the bank has
a crucial saying for opting a bank as 60% say that yes, its important. Only 14% said that it is not
important.
Interpretation:-the customers give real importance to the environment of the bank .so this
subject should also be paid some attention.
30
40. DOES YOUR BANK PROVIDES YOU “MAY I HELP U “DESK ?
YES
NO
DON’T KNOW
75%
19%
6%
As Per Survey
Don't
know, 6.00%
No, 19%
Yes, 75%
Comments: - three fourth of the survey population states that their bank provides them this
facility and 6%of the sample size were unaware of this fact while rest said no.
31
41. TYPES OF PRODUCTS PROVIDED BY THE BANK ?
Yes
No
72%
28%
28.00%
Yes
NO
72%
Conclusion: - Among 150 respondents 72% said yes that their bank provides them all
products which are there in the market or similar ones. 28% said no for the question.
Interpretation:- The products provided by the banks are almost similar. The main difference
lies in the service delivery. so the very question was put up in the survey.
32
42. Updates about product and services regularly ?
Yes
No
Partially
49%
19%
32%
As Per Survey
No
19%
Yes
49%
Partially
32%
Conclusion: - From the 150 respondents around half of them said that yes they were regularly
informed while 32% said that that they are informed about some products; not all.
DOES THE BANK BECOMES AGGRESSIVE WHILE SELLING THIRD
PARTY PRODUCTS LIKE INSURANCE AND MUTUAL FUNDS?
Yes
33%
Partially
31%
Yes, 33%
As Per Survey
No, 36.00%
Partially, 31
%
33
No
36%
43. Conclusion:-Around 60% of sample size feels that at times banks are aggressive for third
party.
Interpretation:-still people are forced for purchasing third party product. The cause behind it
sometimes lies in the relationships and the connections of people.
BEHAVIOUR OF THE PEOPLE IN THE BANK
Highly satisfactory
19%
Satisfactory
41%
Good
29%
Bad
11%
Highly
Satisfactory
19%
Bad
11%
Good
29%
Satisfactory
41%
Conclusion:-More than 60% 0f the respondents felt that behavior at banks is
satisfactory while only 11% felt it was bad.
Interpretation:-the satisfactory level ratio of people should be increased for the
benefits of the bank. The bank should pay them utmost attention.
34
44. NETWORK EXPANSION EFFECTS SELECTION CRITERIA OF BANK ?
Yes
No
May be
62%
15%
23%
May Be
23%
No
15%
Yes
62%
Conclusion:-the survey depicts that around 60% of the population feels that yes big networks
affects selection criteria.
Interpretation:-more number of branches affects the contentment level in people.
35
45. HOW FREQUENTLY DO U VISIT THE BRANCH IN THE MONTH ?
<4 TIMES
4 TO 6 TIMES
7 TO 10 TIMES
>10TIMES
39%
25%
11%
26%
> 10
times, 26%
7 to 10
Times, 11%
<4
Times, 39%
4 to 6
Times, 25%
Conclusion: - Majority of the people visit banks on average of 6 times in a month.
Interpretation:-People prefer visiting the branches often for their transactions.
REQUIREMENT OF HOME SERVICES ?
60%
50%
40%
30%
20%
10%
0%
Yes
No
36
46. Conclusion:- Around 50% of the respondents agreed for home services.
Interpretation:-half of the surveyed population thought the concept of home services useful
while the other half didn’t feel the concept as an apt one.
SATISFACTTION LEVEL WITH THE BANK ?
Very satisfied
Somewhat satisfied
Somewhat dissatisfied
Dissatisfied
43%
31%
12%
13%
Somewhat
Dissatisfied, 12%
Dissatisfied, 13%
Very
Satisfied, 43%
Somewhat
Satisfied, 31%
Comments:-Around 75% of the respondents were satisfied with the services provided by their
bank while only 13% were dissatisfied with it
37
47. ADVISING FRIENDS AND RELATIVES FOR STARTING BANKING
TRANSACTIONS WITH YOUR PRESENT BANK ?
Comments: - Around 55% of the sample said that they advice their known ones
for the banks services
ANYOTHER BANK RECOMMENDED BY YOU OTHER THEN YOUR PRESENT
BANK?
ICICI
HDFC
INDUSIND
AXIS
OTHERS
17%
27%
20%
16%
20%
ICICI
17%
OTHERS
20%
AXIS
16%
HDFC
27%
INDUSIND
20%
38
48. Comments: - Here the sample was evenly distributed among all the banks where HDFC share
was 27% followed by IndusInd bank and other banks.
FOR PERSONAL BANKING SERVIVES:INDUSIND
ICICI
HDFC
AXIS
24%
28%
29%
19%
Axis, 19
Indus Ind, 24
HDFC, 29
ICICI, 28
Comment:-As the graph suggests that in personal banking services HDFC and ICICI share
equal amount of distribution among the sample size of 150
39
49. COMPARISION IN WEALTH MANAGEMENT SERVICES?
INDUSIND
ICICI
HDFC
AXIS
20%
30%
28%
22%
Axis, 22
Indus Ind, 20
HDFC, 28
ICICI, 30
Comment: - survey indicates that HDFC bank is most preferred in wealth management
services closely followed by ICICI bank. Here IndusInd bank lacks from the rest of the banks
COMPARISION ON CORPORATE BANKING?
INDUSIND
ICICI
HDFC
AXIS
17%
30%
24%
19%
IndusInd,
19
Indu
sInd
ICICI
Axis, 21
HDFC, 28
ICICI, 32
40
50. Comment: - in the sample surveyed majority of the share is taken by ICICI and HDFC bank
which share around 60% of the total corporate banking graph. Indusind bank contributes 19% of
the share while axis bank shares the rest of it.
COMPARISION ON INVESTMENT BANKING ?
INDUSIND
ICICI
HDFC
AXIS
24%
30%
24%
22%
Axis, 22
Indus Ind, 24
HDFC, 24
ICICI, 30
Comments: - The survey shows that ICICI bank is most preferred in investment banking
sector and all the other three follow it closely with INDUSIND HDFC and AXIS BANK in the
race.
41
51. COMPARISION ON BASIS OF COMMODITY MARKET ?
INDUSIND
ICICI
HDFC
ASIX
27%
30%
23%
20%
Comment: - survey depicts that Indusind bank plays a vital role in commodity market and
respondents also answered that this is the most preferred service of Indusind here ICICI bank
shares 30% of the total while indusind bank contributes 27% .HDFC has its share of 23% where
as axis shares the rest of it.
42
52. Comparison on basis of NRI banking ?
INDUSIND
ICICI
HDFC
ASIX
21%
26%
30%
23%
Axis, 23
Indus Ind, 21
HDFC, 30
ICICI, 26
COMMENT:-earlier indusind bank had a good hold on this area but with time it has declined
to 19%.this area can be greatly improved by just paying a little heed to it here hdfc has risen to as
27% with ICICI following closely by 26%and axis with 22%.
43
53. COMPARISION ON THE BASIS OF ON-LINE BANKING:INDUSIND
ICICI
HDFC
AXIS
24
27
31
18
Axis, 18
Indus Ind, 24
HDFC, 31
ICICI, 27
COMMENT:- it is observed by the survey that online services of HDFC is better than other
three banks and even the Indusind bank is also liked for its online services by 24% respondents.
44
54. Summary of findings
Generally, people are not informed about the hidden charges taken by the
bank on various products and services.
The concept of aggressive selling is prevailing in the market. Sometimes, it
becomes mandatory for them to unwillingly take the policy or anything else
Generally people prefer coming to banks regularly for the very
purpose of withdrawing the money and depositing their valuables.
People prefer doing physical transaction which gives them a
satisfactory feeling.
Friends and relatives provide proper acquaintance to others. They play
an integral role in choosing their own bank as well as friend’s bank.
Reputed banks are ahead in the race than private banks in some
sections. Indusind bank is ahead of other banks in newly developed
area like commodity market.
HDFC bank has its four branches in Kota city, whereas, AXIS bank
has 2 branches and ICICI has 2 branches. In such grave competition,
Indusind has only one branch in Kota.
45
56. Conclusions and recommendations
A good beginning for the bank’s economical renovation would be through some
points as follows:
Introduction of new technologies:
By improving and adding new and powerful technologies, also through software
Wide spreading awareness:
By spreading awareness about the bank especially in places which are far from
the vicinity of the bank.
As always said out of sight is out of mind’ advertisement medium should be for
publicizing the bank.
Implementing new schemes:
By comforting the customers with interesting schemes and by attracting them through
really innovative ideas.
Increasing sales force:
By increasing sales force so as to have good relations with the customers connected.
Such group of sales force if made would provide a comfortable atmosphere for the newly
joining customers.
Opening new branches:
By opening new branch after completing the feasibility study.
Developing good collaborations:
By developing good links and collaboration with some big enterprises currently prevailing in
Kota like few coaching centers, institutes etc. by convincing them to opt for the one and only
bank i.e. IndusInd bank.
Providing relief on charges:
By providing relief on charges so that the customers can take loans on somewhat easy
basis.
59. QUESTIONNARE
Name-……………………………..
Profession-…………………………
Type of account-…………………..
(1) Do you keep your PIN and card together?
1. Yes
2. No
(2) Do you give card or account details for any free gift or lottery?
1. Yes
2. No
(3) Do you use cyber cafes for Internet Banking?
1. Always
2. Seldom
3. Never
(4) Do you reply to e-mails which are asking for your password or PIN?
1. Always
2. Seldom
3. Never
(5) What do you after using Internet Banking?
1. Log off
2. Exit Browsing
3. Both
(6) Will you report your lost or stolen ATM/credit card immediately?
1. Yes
2. No
(7) Do you check all most important information note before signing banking documents?
1. Always
2. Seldom
3. Never
60. (8) Do you take help of strangers for handling your cash?
1. Always
2. Seldom
3. Never
(9) When you open your account in any bank do you take information about ……….
1. Services provided by your bank for your account.
Yes/No
2. Charges for services.
Yes/No
3. Penalties.
Yes/No
(10) For opening an account how many banks do you compare?
1. No one bank
2. Two bank
3. More than two bank
(11) Do you satisfied with services of INDUSINDBank?
1. Yes
2. No
