1

INTRODUCTION

My project report shows true vision about the preferences of various services provided by Standard chartered online branch by its existing clients. I surveyed nearly 200 clients of standard chartered and found out the reasons of their likings towards the services they preferred the most. The biggest advantage in standard chartered is the HOGAN software() and the free advisory services of the executives available any time. SCB are one of the world's truly international banks. SCB employ over 43000 people from more than 80 nationalities. They have a footprint in 56 countries in many of the world's fastest growing markets. Its major competitors in loans are: ICICI, HSBC, ABN_AMBRO BANK, CITI BANK and AMERICAN EXPRESS in credit cards and in debit cards. Its headquater is in London. The shares of standard chartered bank is listed in London and in Hong Kong only MR. E.MERVYN DAVIES the NON EXECUTIVE and the GROUP CHIEF EXECUTIVE IS MR. PETER SANDS managing all over the world. MR. NEERAJ SWARUP CHIEF EXECUTIVE OFFICER AND DIRECTOR MR JASPAL BINDRA are the one who manages in India. Standard chartered bank has 1400 offices in 56 countries all over the world. But in India it has 81 branches in 31 cities. The total consumer base is 2 million in consumer banking. The VALUES of standard chartered bank launch in 2001 are Courageous:- SCB approach opportunities with open mind Where appropriate, we challenge conventions and take the lead Where SCB see rewards, they face up to the risks, giving it our personal best Responsive:- The better SCB know people, the more they can help.

They use every means available to listen, understand and demonstrate SCB are there for They promptly respond to their needs and proactively suggest better solutions International:- SCB is at home in a variety of cultures and offer the best of all worlds by combining our international expertise with local insights. Embraces differences and recognize individuals and communities for their contributions Creative:- Meet challenges with innovative approaches and fresh thinking. Think laterally and build on each other ideas. Trustworthy:- live up to the trust put in us and consistently deliver on what promised. Believe in the highest standards of discipline and conduct. The brand promise of standard chartered bank is: THE RIGHT PARTNER

The Right Partner Last year standard chartered bank launched brand promise The Right Partner. This

year they did much more to drive The Right Partner theme through the way they communicate with customers. Customer Week was a good example. The Right Partner is an incredibly powerful notion. But theres much more to be done to make this brand promise real.The brand promise is about what they want to deliver to customers; what theyre adding are statements about the Bank as a whole what bank aspiration is, how they will succeed.

With Internet banking ID and Password, one can log in into Standard Chartered Net banking and take care of his/her banking and credit card needs at their convenience, at home or anywhere.No more queues, no more waiting. Net banking is absolutely free, easy and secure, allowing you access to most bank services and a host of features.

SCOPE OF THE STUDY

The study has covered all the services provided by standard chartered bank. It has inculcated the performance, history, achievements, organizational structure and innovative practices like net banking, phone banking at standard chartered bank. It is also associated with the most upcoming financial products like ATM, credit cards globally valid ATM-cum-debit card can be used at 55,000 merchant outlets in India and 12 million outlets worldwide. It also involves multicity banking - access account even when one is out of town. Now one can maintain and track various related Enhanced Business Plus accounts under an Enhanced Business plus Offer and derive the benefit of operating these accounts as a group. One of the most attic features of SCB is Exclusive Dining Privileges, the Dining Plus privilege card entitles one to host of discounts at leading restaurants, hotels, resorts & pubs across India & Middle East. Though standard chartered has unlimited innovative services but their scope is useless without the services mentioned above.

IMPORTANCE OF THE STUDY

As the report is based on the customer preference towards various financial services of standard chartered bank the researcher has tried to investigate the extent, depth, quality and preference of various financial products offered at standard chartered bank. The studies important for the researcher as it made the researcher aware of the prevalent trends in private banking industries. Also it is important for the company because the researcher has made certain conclusion out of study and suggestions. They would be beneficial for the standard chartered bank. if bank puts them into action. Thus all the mentioned above are the few importance of Standard Chartered Bank which in real sense makes it a easy way for services.

LITERATURE REVIEW

Literature Review is defined as the study of various principles and concept which have already being published. It is the review of previous work done on the concern subject by the experts. Sincethe study based on CONSUMER PREFERENCE TOWARDS VARIOUSFINANCIAL SERVICES OF STANDARD CHARTERED BANK it has a greater relevance in the banking sector. Following are the explanation of banks and banking.

According to Dr. L. Hart, says that the bankers are "one who in the ordinary course of business honours cheques drawn upon him by persons from and for whom he receives money on current accounts".

According to Sir Jhon Paget says that, "no person or body corporate otherwise can be a banker who does not, (i) take deposit accounts, (ii) take current accounts, (iii) issue and pay cheques, and (iv) collect cheques, for his customers". Sir Kinley, "A bank is an establishment which makes to individuals such advances of money as may be required and to which individuals entrust money when not required by them for use."

Prof. Sayers says that "Banks are not merely purveyors of money but also in an important sense, manufacturers of money".

According to Section 5(1)(b), "Banking means accepting for the purpose of lending or investment, of deposits of money from the public, repayable on demand or otherwise and withdraw able by cheques, draft, order or otherwise".

Section 5(1) (c) defines banking company as "any company which transacts the business of banking in India".

FUNCTIONS OF COMMERCIAL BANKS The commercial banks serve as the king pin of the financial system of the country. They render many valuable services. The important functions of the Commercial banks can be explained with the help of the following chart. PRIMARY FUNCTIONS The primary functions of the commercial banks include the following: (A) ACCEPTANCE OF DEPOSITS

1.

TIME DEPOSITS These are deposits repayable after a certain fixed period. These deposits are not withdrawable by cheque, draft or by other means. It includes the following. 10

(a)

Fixed Deposits The deposits can be withdrawn only after expiry of certain period say 3 years, 5 years or 10 years. The banker allows a higher rate of interest depending upon the amount and period of time. Previously the rates of interest payable on fixed deposits were determined by Reserve Bank. Presently banks are permitted to offer interest as determined by each bank. However, banks are not permitted to offer different interest rates to different customers for deposits of same maturity period, except in the case of deposits of Rs.15 lakhs and above. These days the banks accept deposits even for 15 days or one month etc. In times of urgent need for money, the bank allows premature closure of fixed deposits by paying interest at reduced rate. Depositors can also avail of loans against Fixed Deposits. The Fixed Deposit Receipt cannot be transferred to other persons.

(b)

Recurring Deposits In recurring deposit, the customer opens an account and deposit a certain sum of money every month. After a certain period, say 1 year or 3 years or 5 years, the accumulated amount along with interest is paid to the customer. It is very helpful to the middle and poor sections of the people. The interest paid on such deposits is generally on cumulative basis. This deposit system is a useful mechanism for regular savers of money. 11

(c)

Cash Certificates: Cash certificates are issued to the public for a longer period of time. It attracts the people because its maturity value is in multiples of the sum invested. It is an attractive and high yielding investment for those who can keep the funds for a long time. It is a very useful account for meeting future financial requirements at the occasion of marriage, education of children etc. Cash certificates are generally issued at discount to face value. It means a cash certificate of Rs. 1,00,000 payable after 10 years can be purchased now, say for Rs. 20,000.

2.

DEMAND DEPOSITS These are the deposits which may be withdrawn by the depositor at any time without previous notice. It is withdraw able by cheque / draft. It includes the following: (a) Savings Deposits

The savings deposit promotes thrift among people. The savings deposits can only be held by individuals and non profit institutions. The rate of interest paid on savings deposits is lower than that of time deposits. The savings account holder gets the advantage of liquidity (as in current a/c) and small income in the form of interests. But there are some restrictions on withdrawals. Corporate bodies and business firms are not allowed to open SB Accounts. Presently interest on SB Accounts is determined by RBI. It is 4.5 per cent per annum. Co-operative banks are allowed to pay an extra 0.5 per cent on its savings bank deposits. (b) Current Account Deposits

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These accounts are maintained by the people who need to have a liquid balance. Current account offers high liquidity. No interest is paid on current deposits and there is no restriction on withdrawals from the current account. These accounts are generally in the case of business firms, institutions and co-operative bodies. Nowadays, banks are designing and offering various investment schemes for deposit of money. These schemes vary from bank to bank.

(B)

ADVANCING OF LOANS The commercial banks provide loans and advances in various

forms. They are given below: 1. OVERDRAFT This facility is given to holders of current accounts only. This is an arrangement with the bankers thereby the customer is allowed to draw money over and above the balance in his/her account. This facility of overdrawing his account is generally prearranged with the bank up to a certain limit. It is a short term temporary fund facility from bank and the bank will charge interest over the amount overdrawn. This facility is generally available to business firms and companies. 2. CASH CREDIT Cash credit is a form of working capital credit given to the business firms. Under this arrangement, the customer opens an account and the sanctioned amount is credited with that account. The customer can operate that account within the sanctioned limit as and when 13

required. It is made against security of goods, personal security etc. On the basis of operation, the period of credit facility may be extended further. One advantage under this method is that bank charges interest only on the amount utilized and not on total amount sanctioned or credited to the account. Reserve Bank discourages this type of facility to business firms as it imposes an uncertainty on money supply. Hence this method of lending is slowly phased out from banks and replaced by loan accounts. Cash credit system is not in use in developed countries. 3. DISCOUNTING OF BILLS Discounting of Bills may be another form of bank credit. The bank may purchase inland and foreign bills before these are due for payment by the drawee debtors, at discounted values, i.e. values a little lower than the face values. The Bankers discount is generally the interest on the full amount for the unexpired period of the bill. The banks reserve the right of debiting the accounts of the customers in case the bills are ultimately not paid, i.e. dishonored. The bill passes to the Banker after endorsement. Discounting of bills by banks provide immediate finance to sellers of goods. This helps them to carry on their business. Banks can discount only genuine commercials bills i.e., those drawn against sale of goods on Credit. Banks will not discount Accommodation Bills. 4. LOANS AND ADVANCES It includes both demand and term loans, direct loans and advances given to all type of customers mainly to businessmen and investors against personal security or goods of movable or immovable in 14

nature. The loan amount is paid in cash or by credit to customer account which the customer can draw at any time. Short-term loans are granted to meet the working capital requirements where as long term loans are granted to meet capital expenditure. Previously interest on loan was also regulated by RBI. Currently, banks can determine the rate themselves. Each bank is, however required to fix a minimum rate known as Prime Lending Rate (PLR). 5. HOUSING FINANCE Nowadays the commercial banks are competing among themselves in providing housing finance facilities to their customers. It is mainly to increase the housing facilities in the country. State Bank of India, Indian Bank, Canara Bank, Punjab National Bank, have formed housing subsidiaries to provide housing finance. The other banks are also providing housing finances to the public.

Government of India also encourages banks to provide adequate housing finance. Borrowers of housing finance get tax exemption benefits on interest paid. Further housing finance upto Rs. 5 lakh is treated as priority sector advances for banks. The limit has been raised to Rs. 10 lakhs per borrower in cities. 6. EDUCATIONAL LOAN SCHEME The Reserve Bank of India, from August, 1999 introduced a new Educational Loan Scheme for students of full time graduate / postgraduate professional courses in private professional colleges. Under the scheme all public sector banks have been directed to provide educational loan up to Rs. 15000 for free seat and Rs. 50000 for payment seat student at interest not more than 12 per cent 15

per annum. This loan is on clean basis i.e., without calling for security. The loan has to be repaid together with interest within five years from the date of completion of the course. Studies in respect of the following subjects / areas are covered under the scheme.

(a) (b) (c) (d) (e) (f)

Medical and dental course Engineering course Chemical Technology Management courses like MBA. Law studies Computer Science and Applications.

This apart, some of the banks have other educational loan schemes against security etc., one can check up the details with the banks. 7. LOANS AGAINST SHARES / SECURITIES Commercial banks provide loans against the security of shares / debentures of reputed companies. Loans are usually given only upto 50% value (Market Value) of the shares subject to a maximum amount permissible as per RBI directives. Presently one can obtain a loan upto Rs. 10 lakhs against the physical shares and upto Rs. 20 lakhs against dematerialized shares. 8. LOANS AGAINST SAVINGS CERTIFICATES Banks are also providing loans upto certain value of savings certificates like National Savings Certificate, Fixed Deposit

Receipt, Indira Vikas Patra, etc. The loan may be obtained for personal or business purposes. 9. CONSUMER LOANS AND ADVANCES 16

One of the important areas for bank financing in recent years is towards purchase of consumer durables like TV sets, Washing Machines, Micro Oven, etc. Banks also provide liberal Car finance. These days banks are competing with one another to lend money for these purposes as default of payment is not high in these areas as the borrowers are usually salaried person having regular income. Further, bank's interest rate is also higher. Hence, banks improve their profit through such profitable loans. 10. SECURITIZATION OF LOANS Banks are recently trying to securities a part of their part of loan portfolio and sell it to another investor. Under this method, banks will convert their business loans into a security or a document and sell it to some Investment or Fund Manager for cash to enhance their liquidity position. It is a process of transferring credit risk from the banker to the buyer of securitized loans. It involves a cost to the banker but it helps the bank to ensure proper recovery of loan. Accordingly, securitization is the process of changing an illiquid asset into a liquid asset.

C.

CREDIT CREATION

Credit creation is one of the primary functions of commercial banks. When a bank sanctions a loan to the customer, it does not give cash to him. But, a deposit account is opened in his name and the amount is credited to his account. He can withdraw the money whenever he needs. Thus, whenever a bank sanctions a loan it creates a deposit. In this way

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the bank increases the money supply of the economy. Such functions is known as credit creation.

1.

SECONDARY FUNCTIONS The secondary functions of the banks consist of agency functions and general utility functions.

A.

AGENCY FUNCTIONS Agency functions include the following:

(i)

Collection of Cheques, dividends, interests As an agent the bank collects cheques, drafts, promissory notes, interest, dividends etc., on behalf of its customers and credits the amounts to their accounts Customers may furnish their bank details to corporate where investment is made in shares, debentures, etc. As and when dividend interest is due, the companies directly send the warrants / cheques to the bank for credit to customer account.

(ii)

Payment of rent, insurance premiums The bank makes the payments such as rent, insurance premiums, subscriptions, on standing instructions until further notice. Till the order is revoked, the bank will continue to make such payments regularly by debiting the customer's account.

(iii)

Dealing in foreign exchange As an agent the commercial banks purchase and sell foreign exchange as well for customers as per RBI Exchange Control Regulations.

(iv)

Purchase and sale of securities 18

Commercial banks undertake the purchase and sale of different securities such as shares, debentures, bonds etc., on behalf of their customers. They run a separate 'Portfolio Management Scheme' for their big customers. (v) Act as trustee, executor, attorney, etc. The banks act as executors of Will, trustees and attorneys. It is safe to appoint a bank as a trustee than to appoint an individual. Acting as attorneys of their customers, they receive payments and sign transfer deeds of the properties of their customers (vi) Act as correspondent The commercial banks act as a correspondent of their customers. Small banks even get travel tickets, books vehicles; receive letters etc. on behalf of the customers. (vii) Preparations of Income Tax Returns They prepare income tax returns and provide advices on tax matters for their customers. For this purpose, they employ tax experts and make their services available to their customers.

B.

GENERAL UTILITY SERVICES The General utility services include the following:

(i)

Safety Locker Facility Safekeeping of important documents, valuables like a jewel is one of the oldest service provided by commercial banks. 'Lockers' are small receptacles which are fitted in steel racks and kept inside strong rooms known as vaults. These lockers are available on half 19

yearly or annual rental basis. The bank merely provides lockers and the key but the valuables are always under the control of its users. Any customer cannot have access to vault. Only customers of safety lockers after entering into a register his name account number and time can enter into the vault. Because the vault is holding important valuables of customers in lockers, it is also known as 'Strong Room' (ii) Payment Mechanism or Money Transfer Transfer of funds is one of the important functions performed by commercial banks. Cheques and credit cards are two important payment mechanisms through banks. Despite an increase in financial transactions, banks are managing the transfer of funds process very efficiently. Cheques are also cleared through he banking system. Correspondent banking is another method of transferring funds over long distance, usually from one country to another. Banks, these days employ computers to speed up money transfer and to reduce cost of transferring funds. Electronic Transfer of funds is also known as Chequeless banking where funds are transferred through computers and sophisticated electronic system by using code words. They offer Mail Transfer, Telegraphic Transfer (TT) facility also. (iii) Issue "Travellers Cheques" Banks issue travellers cheques to help carry money safely while travelling within India or abroad. Thus, the customers can travel without fear, theft or loss of money. (iv) Letters of Credit

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Letter of credit is a payment document provided by the buyer's banker in favour of seller. This document guarantees payment to the seller upon production of document mentioned in the Letter of Credit evidencing dispatch of goods to the buyer. The letter of credit is an assurance of payment upon fulfilling conditions mentioned in the letter of credit. The letter of credit is an important method of payment in international trade. There are primarily 4 parties to a letter of credit. The buyer or importer, the bank which issues the letter of credit, known as opening bank, the person in whose favour the letter of credit is issued or opened (The seller or exporter, known as 'Beneficiary of Letter of Credit'), and the credit receiving / advising bank. The letter of credit is generally advised sent through the seller's bank, known as Negotiating or Advising bank. (v) Acting as Referees The banks act as referees and supply information about the business transactions and financial standing of their customers on enquiries made by third parties. This is done on the acceptance of the customers and help to increase the business activity in general. (vi) Provides Trade Information The commercial banks collect information on business and financial conditions etc. and make it available to their customers to help plan their strategy. Trade information service is very useful for those customers going for cross border business. It will help traders to know the exact business conditions, payment rules and buyers financial status in other countries. 21

(vii) ATM Facilities The banks, today have ATM facilities. Under this system the customers can withdraw their money easily and quickly and 24 hours a day. This is also known as 'Any Time Money'. Customers under this system can withdraw funds i.e., currency notes with a help of certain magnetic card issued by the bank and similarly

deposit cash, cheque for credit to account. (viii) Credit Cards Banks have introduced credit card system. Credit cards enables a customer to purchase goods and services from certain specified retail and service establishments upto a limit without making immediate payment. In other words, purchases can be made on credit basis on the strength of the credit card. The establishments like Hotels, Shops, Airline Companies, Railways etc., which sell the goods or services on credit forward a monthly or fortnightly statements to the bank. The amount is paid to these establishments by the bank. The bank subsequently collects the dues from the customers by debit to their accounts. Usually, the bank receives certain service charges for every credit card issued. Visa Card, BOB card are some examples of credit cards. (ix) Gift Cheques The commercial banks offer Gift cheques facilities to the general public. These cheques received a wider acceptance in India. Under this system by paying equivalent amount one can buy gift cheques for presentation on occasions like Wedding, Birthday. (x) Accepting Bills 22

On behalf of their customers, the banks accept bills drawn by third parties on its customers. This resembles the letter of credit. While banks accept bills, they provide a better security for payment to seller of goods or drawer of bills. (xi) Merchant Banking The commercial banks provide valuable services through their merchant banking divisions or through their subsidiaries to the traders. This is the function of underwriting of securities. They underwrite a portion of the Public issue of shares, Debentures and Bonds of Joint Stock Companies. Such underwriting ensures the expected minimum subscription and also convey to the investing public about the quality of the company issuing the securities. Currently, this type of services can be provided only by separate subsidiaries, known as Merchant Bankers as per SEBI regulations. (xii) Advice on Financial Matters The commercial banks also give advice to their customers on financial matters particularly on investment decisions such as expansion, diversification, new ventures, raising of funds etc. (xiii) Factoring Service Today the commercial banks provide factoring service to their customers. It is very much helpful in the development of trade and industry as immediate cash flow and administration of debtors' accounts are taken care of by factors. This service is again provided only by a separate subsidiary as per RBI regulations. The above are all the function of commercial banks which has the great importance on the services of banks. 23

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COMPANY PROFILE

HISTORY

The Standard Chartered Group was formed in 1969 through a merger of two banks: The Standard bank of British South Africa founded in 1863, and the Chartered Bank of India, Australia and China, founded in 1853. Both companies were keen to capitalize on the huge expansion of trade and to earn the handsome profits to be made from financing the movement of goods from Europe to the East and to Africa. Launch the interactive timeline to learn about remarkable people, events and discoveries that have shaped the world we live in, through out the history of Standard Chartered. Flash 5.0 player is required to see the interactive timeline.

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The Chartered Bank The Chartered Bank opened its first overseas branch in India, at Kolkata, on 12 April 1858. Eight years later the Kolkata agent described the Bank's credit locally as splendid and its business as flourishing, particularly the substantial turnover in rice bills with the leading Arab firms. When The Chartered Bank first established itself in India, Kolkata was the most important commercial city, and was the centre of the jute and indigo trades. With the growth of the cotton trade and the opening of the Suez Canal in 1869, Bombay took over from Kolkata as India's main trade centre. Today the Bank's branches and sub-branches in India are directed and administered from Mumbai (Bombay) with Kolkata remaining an important trading and banking centre Founded by James Wilson following the grant of a Royal Charter by Queen Victoria in 1853 Chartered opened its first branches in Mumbai (Bombay), Calcutta and Shanghai in 1858, followed by Hong Kong and Singapore in 1859 Traditional business was in cotton from Mumbai (Bombay), indigo and tea from Calcutta, rice in Burma, sugar from Java, tobacco from Sumatra, hemp in Manila and silk from Yokohama Played a major role in the development of trade with the East which followed the opening of the Suez Canal in 1869, and the extension of the telegraph to China in 1871

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In 1957 Chartered Bank bought the Eastern Bank together with the Ionian Banks Cyprus Branches. This established a presence in the Gulf

The Standard Bank Founded in the Cape Province of South Africa in 1862 by John Paterson. Commenced business in Port Elizabeth, South Africa, in January 1863 Was prominent in financing the development of the diamond fields of Kimberley from 1867 and later extended its network further north to the new town of Johannesburg when gold was discovered there in 1885 Expanded in Southern, Central and Eastern Africa and by 1953 had 600 offices In 1965, it merged with the Bank of West Africa expanding its operations into Cameroon, Gambia, Ghana, Nigeria and Sierra Leone In 1969, the decision was made by Chartered and by Standard to undergo a friendly merger. All was going well until 1986, when a hostile takeover bid was made for the Group by Lloyds Bank of the United Kingdom. When the bid was defeated, Standard Chartered entered a period of change. Provisions had to be made against third world debt exposure and loans to corporations and entrepreneurs who could not meet their commitments. Standard Chartered began a series of divestments notably in the United States and South Africa, and also entered into a number of asset sales. From the early 90s, Standard Chartered has focused on developing its strong franchises in Asia, the Middle East and Africa using its operations in the United Kingdom and North America to provide customers with a bridge between these markets. Secondly, it 27

would focus on consumer, corporate and institutional banking, and on the provision of treasury services areas in which the Group had particular strength and expertise. In the new millennium we acquired Grindlays Bank from the ANZ Group and the Chase Consumer Banking operations in Hong Kong in 2000. Following the acquisition of Korea First Bank, Standard Chartered now employs 38,000 people in 950 locations in more than 50 countries in the Asia Pacific Region, South Asia, the Middle East, Africa, the United Kingdom and the Americas. Standard Chartered is one of the world's most international banks, with employees representing 80 nationalities. Standard Chartered PLC is listed on both the London Stock Exchange and the Stock Exchange of Hong Kong and is in the top 25 FTSE-100 companies, by market capitalization. It serves both Consumer and Wholesale Banking customers. Consumer Banking provides credit cards, personal loans, mortgages, deposit taking and wealth management services to individuals and small to medium sized enterprises. Wholesale Banking provides corporate and institutional clients with services in trade finance, cash management, lending, securities services, foreign exchange, debt capital markets and corporate finance. Standard Chartered is well established in growth markets and aims to be the right partner for its customers. The Bank combines deep local knowledge with global capability. The Bank is trusted across its network for its standard of governance and its commitment to making a difference in the communities in which it operates.

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Establishment of Standard Chartered Bank around the world

Country United Kingdom China, India, Sri Lanka Hong Kong, Singapore Indonesia, Pakistan

Year Established 1853 1858

Country Australia Mexico, Oman

Year Established 1964 1968

1859

Peru

1973

1863

Jersey

1978

1872 Philippines Malaysia Japan 1875 1880

Brazil

1979

Venezuela Falkland Islands, Macau

1980 1983

Zimbabwe The Gambia, Sierra Leone, Thailand Ghana Botswana USA

1892 1894

Taiwan Cameroon

1985 1986

1896 1897 1902

Nepal Vietnam Cambodia, South

1987 1990 1992

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Africa 1905 Bangladesh Zambia Kenya Uganda Tanzania Bahrain Jordan Korea Qatar Brunei, UAE 1906 1911 1912 1917 1920 1925 1929 1950 1958 Colombia Laos, Argentina Nigeria Lebanon Cote dIvoire Mauritius Turkey Afghanistan 1995 1996 1999 2000 2001 2002 2003 2004 Iran 1993

Recent strategic alliances and acquisitions 2005 and 2006 were historic years for us as we achieved several milestones with a number of strategic alliances and acquisitions that will extend our customer or geographic reach and broaden our product range. We acquired stakes in ACB Vietnam and Travelex. We acquired the business operations of American Express Bank in Bangladesh. We acquired a stake in Bohai Bank in Tianjin, China, making us the first foreign bank to be allowed a stake in a local bank in China. We acquired a 25% stake in First Africa Group Holdings in June 2006.

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We acquired an additional 26% stake in Permata Bank through our consortium with PT Astra International, thus giving the consortium a total stake of 89%.

We acquired Union Bank in Pakistan in September 2006 and we have successfully rebranded all branches.

We launched a tender offer in the end of 2006 for 100% in Hsinchu International Bank, Taiwan.

Building a sustainable business. It is certain that the success over the next 150 years will depend on our ability to deliver a sustainable business in which our skills and talents turn issues into opportunities. That means taking a long-term view of the consequences of our actions.

1. Sustainable Lending & the Equator Principles SUSTAINABLE LENDING 2. US$800minvested in renewable energy ENVIRONMENT 3. COMMUNITY INVESTMENT Educate 1m about HIV/AIDS Standard Chartered wins a 2007 Global Business Coalition award 4. ACCESS TO FINANCE US$500m commitment to Microfinance

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(1)Sustainable Lending Equator Principles

The Equator Principles are a voluntary set of guidelines for managing the social and environmental impacts of lending to development projects. They have used these for some time and adopted the Equator Principles 2 (EP2) in June 2006. By adopting the Principles we have made a clear commitment to provide loans only to those project sponsors who can demonstrate, to our satisfaction, an ability and willingness to undergo comprehensive scrutiny to make sure they are working in a socially responsible way and applying sound environmental management techniques. Sometimes application of the Principles means we have to turn business away, a risk we also have to manage. EP2 apply to all projects with a capital value in excess of US$10 million, including project finance advisory work. They also apply to existing projects that have been significantly expanded and to those funded through the bond markets.

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(2)Considering our actions

the

environment

and

climate

change

consequence

of

Environment As a Bank, our own environmental impacts relative to other sectors are small, though we are strongly committed to minimizing them. Through our lending practices we have a real opportunity to be a force for good, integrating environment and sustainable development considerations into our lending decision making process. The products and services we offer also present an opportunity for Standard Chartered to make a real contribution opening up new markets for example in renewable energy and clean technologies. We recognise that to deliver meaningful progress in these areas, we must also engage our people and wider stakeholders in the value of taking an environmentally responsible path.

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3.Community Investment Living with HIV

The HIV/AIDS pandemic is a global challenge faced by Standard Chartered as a business. presence in developing countries, many with increasing infection rates, means HIV has a significant impact on our operations and the communities we operate in. They respond to this challenge through our Living with HIV programme, a global policy aimed at protecting basic human rights, promoting the health of our employees and keeping the business costs associated with HIV/AIDS to a minimum. The programme is well established and focuses on the following areas: Raising awareness with our employees through training

Educating local people about the prevention and treatment of HIV Strengthening our position as thought leaders in HIV/AIDS Sharing our knowledge with other organizations

Recognition as a thought leader on this area is reflected in our support of the Clinton Global Initiative to educate one million people about HIV/AIDS over three years.

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Standard Chartered Achievements

Standard Chartered wins Best Regional Custodian in Asia Pacific Title for the Third Consecutive Year Standard Chartered has once again been named the Best Regional Custodian in Asia Pacific (2004). The title was conferred at Global Investor's 6th Annual Custody Awards Dinner held in London on 6 May 2004, and is based on the magazine's global subcustody survey held earlier. Standard Chartered was voted #1 in each of the markets where we operate: Bangladesh, China, Hong Kong, India, Indonesia, Japan, Malaysia, Pakistan, Philippines, Singapore, South Korea, Sri Lanka, Taiwan and Thailand. Global custodians were asked to rate their agent banks' performance in 10 service categories. We made a clean sweep, emerging with top scores in all the markets where the Bank operates (the other two markets covered in the survey were Australia and New Zealand where we do not have custody operations). The Bank beat its own 2003 record where we led the pack in 10 out of 16 markets. Our exemplary performance in Japan, Singapore, Sri Lanka and Thailand pulled us ahead this year. We also extended our lead against the competition in this third consecutive win. The Bank went head to head with HSBC, but triumphed in 12 of the 13 markets in which both providers operate. Global Investor is a leading publication for the international asset management community and is looked upon as a valuable source of information, research and analysis for asset managers, pension plan sponsors, investment service providers and capital markets intermediaries.

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Approach of Standard Chartered Bank The business of banking is fundamental to economic development. Because Standard Chartered operates in over 50 countries, our impact and influence is widespread, particularly in Asia, Africa and the Middle East. We want to be known as a responsible business and are determined to lead by example in the markets in which we operate. In common with our stakeholders, we realise that we must find ways to sustain economic growth without damaging the environment and society. We have therefore developed building a sustainable business strategy. It is our response to a rapidly changing world, the diverse needs of our stakeholders and global challenges such as climate change and poverty. The strategy which we adopted formally in January 2007 recognises that we can have the greatest influence on sustainable development through using our skills, talent and knowledge and the products and services we offer. By working closely with stakeholders such as governments, customers, employees and suppliers, we can make a positive contribution to the societies we live and work in. By engaging with our stakeholders, we have defined seven priorities through which we can make the greatest contribution. Our principle role is to create value for our shareholders. In a fast changing operational environment where we face challenges as diverse as increased regulation, climate change, terrorist attacks and pandemics it is essential we take a long-term view of the consequences of our actions. This will make us better able to create value, recruit and retain the best staff, build strong stakeholder relationships, take advantage of new commercial opportunities and manage new types of risk. We believe we have the determination at Standard Chartered to achieve this aim and robust policies and processes in place to support it. 36

Priorities of Standard Chartered Bank At Standard Chartered, we believe that future success depends on the ability to deliver a sustainable business. 'Building a sustainable business' strategy will help us take a long-term view of the implications of everything we do. This means taking responsible decisions that benefits business, the economy, society and the environment and builds the trust of all our stakeholders. Our 'building a sustainable business' strategy explicitly recognises seven areas where we and our stakeholders believe we are most likely to make the greatest contribution to sustainability. They are: Sustainable lending making sure when we lend money we are aware of the environmental, social and governance risks attached to such decisions and that we take steps to address them Tackling financial crime making sure that we have the right systems in place to detect such things as fraud and money laundering and exceed, rather than simply meet, increasingly stringent legal requirements in this field Access to financial services making sure we develop new ways for those deprived of banking services to get proper access to finance so that they can improve their standard of living and economic independence Responsible selling & marketing making sure we treat customers fairly and set the highest standards in service and transparency Protecting the environment making sure we not only minimise our own direct impact on the environment but support others, such as customers, to do the same. We also want to support the development and

37

commercialization of technologies and schemes that tackle environmental threats like climate change Great place to work making sure that with our people, who represent over 100 nationalities from over 50 countries, feel valued, included and engaged. We're determined to attract, develop and retain the best people and to leverage the strength the diversity of our people brings, which is an incomparable advantage Community investment making sure we involve our employees and utilize core expertise, networks and resources to help communities develop and economies.

Standard Chartered leading the way in Asia, Africa and the Middle East Strategic intent The worlds best international bank Leading the way in Asia, Africa and the Middle East brand promise The Right Partner Leading By Example values Responsive Trustworthy Creative International Courageous approach Participation focusing on attractive, growing markets where they can leverage their customer relationships and expertise Competitive, Positioning,Combining global capability, deep local knowledge and creativity to outperform our competitors Management Discipline balancing the pursuit of growth with firm control of costs and risks Commitment to stakeholders Customers Passionate about our customers success, delighting them with the quality of our service people. 38

Helping people to grow, enabling individuals to make a difference and teams to win Communities Trusted and caring, dedicated to making a difference Investors. A distinctive investment delivering outstanding performance and superior returns Regulators. Exemplary governance and ethics wherever bank is Standard Chartered PLC is listed on both the London Stock Exchange and the Hong Kong Stock Exchange and is consistently ranked in the top 25 among companies by market capitalization. Standard Chartered has a history of over 150 years in banking and operates in many of the world's fastest-growing markets with an extensive global network of over 1,400 branches (including subsidiaries, associates and joint ventures) in over 50 countries in the Asia Pacific Region, South Asia, the Middle East, Africa, the United Kingdom and the Americas. As one of the world's most international banks, Standard Chartered employs almost 60,000 people, representing over 100 nationalities, worldwide. This diversity lies at the heart of the Bank's values and supports the Bank's growth as the world increasingly becomes one market. With strong organic growth supported by strategic alliances and acquisitions and driven by its strengths in the balance and diversity of its business, products, geography and people, Standard Chartered is well positioned in the emerging trade corridors of Asia, Africa and the Middle East. Standard Chartered derives over 90 per cent of profits from Asia, Africa and the Middle East. Serving both Consumer and Wholesale Banking customers worldwide, the Bank combines deep local knowledge with global capability to offer a wide range of innovative products and services as well as award-winning solutions.

39

Trusted across its network for its standard of governance and corporate responsibility, Standard Chartered takes a long term view of the consequences of its actions to ensure that the Bank builds a sustainable business through social inclusion, environmental protection and good governance. Standard Chartered is also committed to all its stakeholders by living its values in its approach towards managing its people, exceeding expectations of its customers, making a difference in communities and working with regulators.

Leading the way in Asia, Africa and the Middle East In its unique position as an international bank with strong franchise, Standard Chartered combines an in-depth knowledge of local markets with global product expertise to offer effective financial solutions. The bank capitalizes on its onshore presence across Asia, Africa and the Middle East to offer customers convenient and reliable access to the widest range of currency markets, to date local market information, country-specific global risk management strategies, and customized capital raising and liquidity management solutions. With 150 years of emerging market experience, our in-depth understanding of the local market is unrivaled by most other financial institutions, especially in the currencies of Asia, the Middle East and Africa. We are able to meet the needs of local corporate, multinational companies, development organizations, investment and financial institutions, and central banks around the world. Understanding that each customer's needs are unique, Standard Chartered customizes Client Solutions for risk management, yield enhancement, liquidity management and debt financing:

40

Structured yield enhancement products to match risk appetites and investment requirements

Solutions for currency and interest rate exposures Access to more than 100 onshore and offshore illiquid and restricted currencies US Dollar Liquidity Fund for effective cash management Local currency and G3 currency fixed income and loan syndications Asset Securitization Structured trade and export financing for importers and exporters Project financing services Corporate advisory services

To meet the diverse needs of our customers, Standard Chartered also offers a broad range of Foreign Exchange Products and Services: Money Market Products Interest Rate and Cross Currency Derivatives Foreign Exchange, Forwards and Swaps Non-Deliverable Forwards and Exotic Options Money Market Funds Online Electronic Trading Services Global FX and Economic Research

Benefits of our partnership International Network, Local Presence

41

With an international network which spans the major financial centres (New York, London, Hong Kong and Singapore) and the world's emerging markets (India, the Middle East, Africa), we are uniquely placed to meet our customers' needs wherever they are in the world. Innovative Client Solutions We leverage a global perspective to develop creative and effective financial solutions based on our in-depth local market knowledge and understanding of our customers' needs. One-Stop Range of Products and Services We have a full range of foreign exchange and risk management solutions to meet the needs of clients across the world

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43

PRODUCT PROFILE VARIOUS FINANCIAL SERVICES OFFERED BY STANDARD CHARTERED:

Saving Accounts

Get instant cash at over 20,000 ATMs across India and over 10,00,000 ATMs across the world through the Visa network. And get a globally valid Debit Card that lets you shop at over 3,26,000 outlets in India and at over 14 million outlets across the world. UNIQUE FEATURES FREE Unlimited Visa ATM transactions FREE Standard Chartered Bank branch access across the country FREE Doorstep Banking

44

FREE Demand Drafts/Pay Orders (drawn at SCB locations) FREE Payable at Par Cheque book

Other features available are; International Debit Card Phone Banking Net Banking and Extended Banking Hours

Super Value

UNIQUE FEATURES Free globally valid Debit-cum-ATM card Free Access to 6500 ATMs in India Free Doorstep Banking Free Payable at Par cheque book/ account statements / DDs Free Bill Pay Free Inter Bank Funds Transfer Free Foreign Inward Remittance Certificates

45

Other benefits of the SuperValue account: Globally valid debit card - make purchases at over 12 million merchant outlets and withdraw cash at over 810,000 ATMs worldwide using funds from your account Multicity Banking - access your account even when you are out of town Enjoy extended Banking hours at all our branches, and Speed Cheque Clearing and Metro Clearing facilities 24-hour branches, 365 day branches available at select locations Phone banking - available to you 365 days a year on a 24-hour basis in the metros and everyday of the week at other centers Free Investment Advisory Services to assist you in investing in a range of mutual funds Full suite of complimentary banking services including credit cards, loan products and capital market services.

Parivaar

Parivaar is much more than a regular Savings Account. It allows to maintain individual identity while allowing to tap family's financial strength. It also offers attractive insurance options to protect against unforeseen events and the facility of Systematic Investment Plan (SIP), a unique long-term wealth building tool.

46

UNIQUE FEATURES Family can maintain individual savings accounts with the benefit of clubbing balances in grouped accounts. Anytime, anywhere access to accounts through ATMs, Phone Banking and Inter Net banking. Option of Systematic Investment Plan (SIP), a well known long term wealth building tool that allows to invest a fixed amount of money every month in specific mutual funds. This comes with a direct debit facility and avoids the need to remember dates and write cheques every month. Globally valid ATM-cum-debit card can be used at 55,000 merchant outlets in India and 12 million outlets worldwide.

47

Current accounts
Business Plus

UNIQUE FEATURES We believe cost control is a top priority for any business and we offer unmatched opportunities for one to save money. FREE Multicity (Payable-at-Par) cheque books to save valuable time and money (payable at all our branch locations) FREE drafts and pay orders- upto 75 per quarter Express Cheque Collection & National Clearing Speed Service FREE Consolidated Account Statement for every quarter

Flexible banking hours for your convenience The option to maintain and operate your account in any of our branches for FREE Cheque pick-up or DD/PO delivery/ Cash pick up and delivery as per your convenience Doorstep Banking with timings fixed according to your schedule (daily or weekly as per business requirement)

48

Access to account from the comfort of home or office with FREE Phone Banking Debit Card with aXcess Plus benefits so that one can access money through over 6500 ATMs across the countrySpecial pricing on Trade Services through our International Trade and Treasury Services Plus Business Plus Account also gives the flexibility to upgrade to Enhanced Business Plus Account. Enhanced Business Plus

UNIQUE FEATURES We believe cost control is a top priority for any business and we offer unmatched opportunities for you to save your money. FREE drafts and pay orders on branch locations FREE* draft offer on correspondent bank locations - upto a limit of Rs.60 lakhs a month Multicity cheque books to save valuable time and money (payable at all our branch locations) Special pricing on Trade Services through International Trade and Treasury Services Now one can maintain and track various related Enhanced Business Plus accounts under an umbrella Group Enhanced Business Plus Offer and derive the benefit of operating these accounts as a group.

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Besides cost control one also need a more efficient and convenient way to do banking. That's why we do the running around for clients, to help one to run business smoother. Express Cheque Collection & National Clearing Speed Service-collection facility at 60 select locations Easy outstation cheque pick up and collection locally at 175 locations Quick transfer of funds through internet to other Standard Chartered accounts or other bank accounts, almost instantaneously and absolutely FREE Remote Pay - a facility that allows you to request for a draft payable at 42 select locations, to be delivered to any address within 24 hours Enhanced Business Plus has been designed to reduce your time spent in carrying out routine transactions to the minimum. Think of it as an extra employee of firm. FREE doorstep banking - cash pick-up and delivery, cheque pick-up, draft / PO delivery, to and from your home / office. Also available on a fixed daily or weekly schedule: FREE InterNet banking FREE Phone Banking FREE Multicity banking FREE Debit Card with aXcess Plus benefits Flexible banking hours for your convenience We also believe person deserve a choice, that's why SCB give the option of choosing the average quarterly balance one would like to maintain with the bank. Depending on the balance, one can avail of a wide range of services that this account offers.

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DEBIT CARDS
Smart fill

UNIQUE FRETURES Earn reward points every time you use the card to make purchases ANYWHERE, which you can then redeem for fuel at select Bharat Petroleum outlets When you use the card to make purchases at select Bharat Petroleum outlets, you don't have to pay the 2.5% surcharge levied on most credit or debit cards Smartfill Debit Card is globally valid. It gives you access to 12 million merchant establishments worldwide and over 55,000 in India One can access over 6500 ATMs in India for FREE* and over 810,000 ATMs worldwide through the Visa ATM network

51

The card gets you an exclusive discount of 5% at select In & Out stores at Bharat Petroleum outlets, besides benefits at leading retail outlets and restaurants.

Gold Debit Card

UNIQUE FEATURES Exclusive Dining Privileges Along with Gold Card, one get a complimentary Dining Plus privilege card. The Dining Plus privilege card entitles one to host of discounts at leading restaurants, hotels, resorts & pubs across India & Middle East. All one have to do is present Standard Chartered Dining Plus card along with Gold Debit card every time dine at any of the over 3000 restaurants.

Zero Petrol Surcharge at all Petrol Pumps

52

As a privileged Standard Chartered Gold Debit Cardholder, no surcharge would be levied when person use card at any petrol pump across the country.

Enhanced Spending limits We understand need for having higher spending limits and therefore give an enhanced daily limit of Rs. 95,000 at ATM and Rs. 95,000 for purchases.

Global Customer Assistance Service Gold card entitles one access to the comprehensive Global customer assistance service (GCAS) whenever one travel overseas. This 24/7 emergency service is offered by VISA and can be availed for Lost/Stolen card Reporting Emergency Cash Disbursement Miscellaneous inquiries Emergency Travel & Medical Assistance The toll-free telephone numbers for accessing these emergency services are available on the VISA website and may also be available in the local telephone directories/yellow pages in each country. Any charges as applicable for availing the service will be charged to card account.

Offers & discounts at Merchant Outlets Enjoy unlimited privileges of owning the Gold Debit Card. The Standard Chartered Bank - Visa Gold program offers great discounts and deals from exclusive brands in categories like: Lifestyle 53

Fine Dining Travel Health & Fitness

Loans
Home Loan

UNIQUE FEATURES Great Savings: One time processing fees No hidden charges choice of variable and fixed rate loans

Great Variety of loans for: Purchasing a plot Purchasing a constructed flat / house Purchasing a flat under construction 54

 Home extension and renovation Great flexibility: Loans for salaried and self employed individuals No Guarantor required Choice of tenure from 5 years to 20 years

Loan Against your Property

Standard Chartered Loan against property is a multipurpose loan which can be taken against residential or commercial property and is available for personal expenses like holidays, education, marriage etc, debt consolidation or even business expansion.

The loan can be as high as 60% of the market value of property and is available to Salaried; Self employed individuals, partnership firms and private Ltd / closely held companies.

UNIQUE FEATURES A multipurpose loan at very attractive interest rates "No Income" document scheme available 55

No guarantors required High loan amounts Minimum documents and speedy approval

Finance Against Term Deposits

Term deposits continue to remain in the name and earn interest for one, while one avail finance against them. Apart from own term deposits, one can avail finance against term deposits held in the name of any of family members, relatives or friends. So now if one need money one do not have to liquidate term deposits. Just avail Finance against term deposits from Standard Chartered. UNIQUE FEATURES Most convenient and immediate line of credit against term deposits. Use it whenever one wants! Pay interest only on use Lower Interest rates Facility can be availed against NR term deposits also.

56

Higher limits of up to 95% against domestic term deposits. Personalized cheque book ATM/Debit card Phone Banking Multicity Banking Multicity cheque book.

Personal Loans

With exciting schemes, easy repayment options and competitive interest rates, and SCB Personal Loan is a hassle free experience!!! When the need comes knocking, there will be money to welcome it UNIQUE FEATURES A variety of loans available to Salaried individuals with a minimum gross salary of Rs 11,000 Self Employed Individuals filing IT Returns of Rs 1,00,000 for 2 years Self Employed Professionals filing IT Returns of Rs 75,000 for 2 years Loan Amount available from Rs 50,000 to Rs 15,00,000 Competitive Interest Rates 57

No Securities, Collaterals and Guarantors required If one have a Personal Loan with SCB, Top it off with ease Get a loan up to Rs 5,00,000 on the basis of your SCB Credit Card Get your last EMI off - You will have the benefit of your last EMI waived to you provided your repayment is consistent through the period of the loan.

Smart Credit

Thats not all, Interest is levied only on the limit utilised and it offers one the flexibility to repay back the same. Its time to bid Goodbye to EMIs and High rates of Interests!

UNIQUE FEATURES Enhanced Credit Limit* Attractive Interest Rate ATM cash withdrawal facility

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Flexibility in repayment Multicity Cheque book facility Shop around the World 24 hours Phone Banking facility Easy access Cheque Collection Boxes

Net Banking

Net banking is absolutely free, easy and secure, allowing one access to most bank services and a host of features:

UNIQUE FEATURES Easy to use and navigate All services available in just 2 clicks Access to all accounts at one place 59

Access to all banking services anywhere, anytime Option to personalize the site to suit preferences Reminders to ensure you never miss out on any important event or bill date

Phone Banking

Through Phone Banking one can: Check account balance Get details about specific transactions Inquire about the status of a particular cheque Order demand drafts Stop a cheque or a series of cheques

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Transfer funds amongst linked accounts Ask for a statement of account or a cheque book Change deposit tenure Get information on deposit rates, lending rates, exchange rates and bank charges Access information on any of products and services Call Room Service to open account Make complaints and suggestions

Credit Card Helpline

Through the Credit Card help-line one can:

Check card balance and statement details Get repayment details

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Get information on the Rewards program or redeem points Request for product forms Get details on how to repay Get a list of cheque drop locations close to you Get a replacement of a card or report a lost card Log complaints and suggestions

Home Assist

Home Assist is designed to help through all the hassles on the path to dream home. Experienced Property Advisors are experts in property related matters and will guide one through the entire process of buying or selling a house. 62

SME Banking Welcome to Small & Medium Enterprise (SME) Banking With years of banking experience, Standard Chartered is undoubtedly in a strong position to help growing businesses sail through the complexities they may face. As an international bank with offices in more than 50 countries, we provide the global reach and international recognition that your company deserves. SME Banking offers one of the widest range of banking products and services in the market today. Managing a growing business demands most of your time and energy. Our relationship managers understand business requirement and help one manage business better.

At Standard Chartered, we offer one the loan to boost growing business. Services Offered We offer term loan for acquisition of commercial property, purchase of fixed assets and business expansion, including loan against property to business with turnover ranging from INR 1 crore to INR 110 crore. This loan is useful for professionals, proprietors, partnership firms and private limited companies.

Benefits of Term Loan

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Longer tenor of upto 10 years Attractive interest rates A dedicated Relationship Manager to cater to business needs Quick turn around time

Business needs funds; well unlock the potential of property.

Services Offered Loan/ Overdraft against Property is a flexible product offering that allows one a combination of a Term Loan and Overdraft facility against residential or commercial property. This product is useful for professionals, Sole Proprietors, Proprietorship Firms, Partnership Firms or a Private Limited Company with an annual turnover in the range of INR 90 lakh to INR 45 crore.

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Benefits of Business Installment Loan Loan upto 75% of the market value of the property* Flexibility to opt for pure Term Loan or a combination of Term Loan & Overdraft Loan upto a maximum of INR 3.15 crore Tenure upto 12 years Overdraft facility up to a maximum of 50% of the total sanctioned limit Attractive interest rates Loan/ Overdraft facility allows one to fulfill short term and long term business requirements, be it working capital requirement or business expansion by unlocking the potential of property

CREDIT CARDS (1.) Platinum Card

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The only thing as rare as Platinum is the invitation to own it. Standard Chartered Platinum Credit Card. By invitation only.

Exclusive Privileges
The Standard Chartered Platinum Credit Card matches the lifestyle of its distinctive owner and comes with exclusive privileges.

Platinum Priority Service Access to the highest service standards is the prerogative of every Platinum member. And so we have Platinum Priority Service to ensure that our Platinum customer's every requirement is met. International Travel Benefits As an international traveler, the Platinum member can navigate the world thanks to the exclusive travel benefits on the Platinum Card.

Luxury Hotels & Fine Dining The Platinum member gets to sink into the silken luxury of hotels or indulge his taste buds at delectable restaurants. Privileges on the Platinum Card to delight his senses.

Platinum Lifestyle The Standard Chartered Platinum Credit Card ensures its members a glittering lifestyle.

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(2.) Super Value Titanium Credit Card

The Super Value Credit Card is the first Titanium card from Standard Chartered Bank.With 5% Cash back on Petrol transactions, 5% Cashback on telephone bill payments and 1% Cashback on all other purchases, this is the only card you will ever need to use! 67

Targeted at the affluent Target Group, this card caters to those customers who have grown beyond the Gold segment in aspiration and lifestyle. This card offers Cash back every time you swipe, forever. UNIQUE FEATURES The Super Value Titanium Credit Card gives you

5% Cashback on Petrol across ALL petrol pumps 5% Cashback on Telecom across ALL telecom service providers 1% Cashback on ALL other retail purchases Free lounge access at domestic and international Clipper lounges across the country. So, what are you waiting for? Apply today and let the Super Value Savings Begin!

(3.) Gold Card

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The Standard Chartered Gold Card is more than just a credit card. It's key to the best that life has to offer. Special deals at your favorite restaurants, privileged access to exclusive areas when one is traveling, worldwide acceptance get used to the Golden Life.

Here are some of your exclusive benefits as a Gold Card member :

Plus all our regular card member benefits: Card Fees : The membership fees for the global card is Entrance Fee 1000 Annual Fee (Yr1) Renewal Fee (From Yr 2) 2000 2000

Annual Fee for each supplementary card (no entrance) 1000 Annual Fee for each Add-on card (no entrance) 2000

(4.) Bajaj Allianz Super Value Titanium Credit Card

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The Standard Chartered Bajaj Allianz Credit Card allows 0ne to pay your Bajaj Allianz insurance premiums through easy EMIs. Whats more, you earn 5% Cashback on Petrol transactions, 5% Cashback on telephone bill payments and 1% Cashback on all other purchases.

UNIQUE FEATURES The Super Value Titanium Credit Card gives you Pay your Bajaj Allianz insurance premiums through convenient installment options 5% Cashback on Petrol across ALL petrol pumps 5% Cashback on Telecom across ALL telecom service providers 1% Cashback on ALL other retail purchases Free lounge access at domestic and international Clipper lounges across the country.

Here's how spending adds up as Cash back tone: Category Spend % Monthly Cashback Cashback/

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Month Cashback in a year Fuel 2400 5 120 1440 Telecom 1800 5 90 1080 Other Spends (Groceries, Travel, Medical, Utilities, Clothes, Restaurants, etc) 1 46 552 Total 6800 256 3072 Feel the comfort of Easy Payment Options

4600

one can now pay Bajaj Allianz insurance premium (above Rs.10,000/-) through installments using Standard Chartered Bajaj Allianz Titanium Credit Card. SCB give one two convenient options: 0% p.m. interest for 3 EMIs 0.99% p.m. interest for 12 EMIs

(5.) Classic Card

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An international credit card designed to keep pace with life, the Standard Chartered Classic Card combines unique benefits with unmatched convenience, and is valid across the world. UNIQUE FEATURES Here are some of exclusive benefits as a Classic Card member: Earn 1 Reward point for every Rs.125/- spent in India and Rs.80/- spent abroad. You may redeem these rewards against your card renewal fees or for exciting Rewards Plus offers. An attractive balance transfer option at 0.99% for the first 6 months Make high value purchases instantly and pay for them later, that too in low installments and in several instances at 0% interest, through the Instabuys facility.

(6.) Rotary Card 72

Rotary International and Standard Chartered have designed this card to enable members of the Rotary International to bring a smile to the lips of the underprivileged every time a rupee is spent using the Rotary International Credit card. The card also enables the card member to maximize on exclusive lifestyle privileges.

UNIQUE FEATURES A rupee spent is a smile won:

25% of the enrollment fee paid for the credit card would be contributed to the Rotary Foundation.

Every time you make a purchase using the card, a quarter of one percent of the amount charged to the card would be contributed to the Rotary Foundation.

Free supplementary Rotary International cards, to enable your near and dear ones to win smiles.

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Rewards, Insurance & Convenience:

An attractive balance transfer option at 0.99% for the first 6 months Earn 1 Reward point for every Rs.125/- spent in India and Rs.80/- spent abroad. You may choose to donate these rewards to the Rotary Foundation or redeem these rewards against your card renewal fees or for exciting

Rewards Plus offers. Make high value purchases instantly and pay for them later, that too in low installments and in several instances at 0% interest, through the Instabuys facility.

Revolving credit allows you to pay just 5% of the outstanding amount, every month.

Worldwide acceptance, look for the MasterCard sign at outlets. 24 hour access to cash through 6500 ATMs all over India and 650,000 ATMs worldwide.

Zero lost card liability. 24 hours customer service. Internet banking facility. Free Mobile & Email alerts.

(7.) The EMI Card

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Split all payments above Rs. 2000 into 24 equal EMIs .

UNIQUE FEATURES Split all purchases above Rs. 2000 into 24 monthly installments No Processing Fee, No Pre-closure charges. Low interest rate of 2% per month For every Rs.1000 spent on the card, pay only Rs.53 per month as EMI

Fee Structure One time fees of Rs. 499

(8.) Executive Card

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UNIQUE FEATURES

Card Fees : The membership fees for the global card is Entrance Fee Annual Fee (Yr1) Renewal Fee (From Yr 2) Annual Fee for each supplementary card (no entrance) Annual Fee for each Add-on card (no entrance) 300 1200 1200 500 575

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77

RESEARCH METHODOLOGY

RESEARCH in general refers to a search for knowledge. It can also be defined as A scientific and systematic search for pertinent information on a specific topic. RESEARCH METHODOLOGY may be understood as a science of studying of how research is done scientifically. In it they study the various steps that are generally adopted by a research problem along with the logic behind them. Researchers not only need to know how to develop certain indices but also need to know which technique or method is relevant and which is not.

RESEARCH DESIGN Research design is simply the framework or plan for a study, used as a guide in collecting and analyzing data. There are three types of Research Design:1. Exploratory Research Design:- The major emphasis in exploratory Research design is on discovery of ideas and insights. 2. Descriptive Research Design:- The Descriptive Research Design Study is typically concerned with determining the frequency with which something occurs or the relationship between two variables. 3. Casual Research Design:- A Casual Research Design is concerned with determining cause and effect relationship. For the study, Exploratory Research Design was undertaken as it draws the opinion of employees/ workers on a specific aspect.

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OBJECTIVE OF RESEARCH The main aim of the study is to accomplish the following tasks: To know the services of standard chartered bank To know the financial schemes offered by bank to attract the customers. To know how standard chartered bank segments its customers with respect to financial status. To interact with the customers to know their views on SCB. Analyze the results of the survey conducted and propose recommendations to develop more attractive features so that the existing customers of Standard Chartered Bank derive maximum satisfaction and new customers are attracted. Finally to conclude the findings and suggest the necessary corrective measures and recommendations regarding the future growth prospects. SAMPLING DESIGN (a) Area of Research: The area in which the research was conducted was Delhi (NCR) (b) Sampling Frame:List of managers from which sample is actually drawn is as follows: 1. Mr. Nitin Bhatnagar 2. Mr. Sachin mehandirata 3. Mr. Hament Agarwal 4. Mrs. Sumita Arora 5. Ms. Akansha Agarwal 6. Ms. Rashi 7. Ms. Nidhi Singh

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(c) Sample Size:- 200 (d) Sampling Method:There are two methods of sampling:1. Probability Sampling: It is based on the concept of random selection of a controlled procedure that assures that each Population element is gives a non-zero chance of selection. Probability Sampling is of following types: 1. Simple Random 2. Systematic 3. Cluster 4. Stratified 5. Double 2. Non-Probability Sampling: Non probability sampling is non-random and subjective. That is each member does not have a known non zero chance of being included. Types of Non-Probability Sampling 1. Convenience 2. Judgement 3. Quota Researcher selects the sample as per their convenience. For this research work I have choosen Non- Probability Convenience Sampling because time limit for the completion of the work is limited and also managers and employees are not available all the time. (e) Sample Unit:Customers of Standard Chartered Bank.

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DATA COLLECTION METHOD Data for the present study is collected from two sources: DATA SOURCES a. Primary:- The first hand information is collected with the responses of questionnaire. For this purpose a questionnaire is given to the managerial staff of the CAP. They were asked to choose the best alternative among the given alternatives, as per their knowledge, experience and observation. b. Secondary: - Secondary data will be collected from published sources like Journals, Magazines, various newspapers and published books.

DATA APPROACHES The survey has been conducted through the approach of Questionnaire method CONTACT METHOD Telephonic method has been adopted during survey. ESTIMATED TIME AND COST:2 months (10June2007-10August2007) was the time and the cost is Rs 1800

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82

FINDINGS AND ANALYSIS

Q.1 Is standard chartered bank well known to you?

Options Yes No

No respondents 180 20

of % respondents 90% 10%

of

TABLE1 (Awareness of SCB)

10% 90% No of respondents 180 20 0 100 Yes 200 No 300

GRAPH 1(Awareness of SCB)

Interpretation: 90% of respondents were aware of standard chartered bank.

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Q.2 If yes do you have any account with standard chartered bank?

Options Yes No

No respondents 140 60

of % respondents 70% 30%

of

TABLE 2. (Accounts in SCB.)

30% 70% No of respondents 140 60 0 50 100 Yes 150 No 200 250

GRAPH 2. (Accounts in SCB.) Interpretation: 70% respondents say that they have their account in standard chartered bank.

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Q.3 If yes which account do you have?

Options Current Accounts Saving Accounts`

No. respondents 100 100

of %

of

Respondents 50% 50%

TABLE 3 (Type of account)

50% 100 100 0 100 200 300 Saving Accounts`

No. of respondents

Current Accounts

GRAPH 3 (Type of account)

Interpretation: Out of 100%, 50% opt for current account and the remaining 50% for saving account.

Q.4 which saving accounts you preferred the most? 85

Options Axcess plus Parivaar saral

No respondents 50 10 140

of % respondents 25% 5% 70%

of

TABLE.4 (preference for saving account)

25% 70% 5% No of respondents 140 50 0 50 Axcess plus

GRAPH.4 (preference for saving account)

10 100

150 Parivaar

200 saral

250

Interpretation: 70% respondents prefer saral because the account can be opened with a minimum balance of Rs250. 86

Q.5. Are you aware of all the other services offered by Standard Chartered?

Options Yes No

No

of % of Respondents 40% 60%

Respondents 80 120

TABLE 5 (Awareness of services offered by SCB)

40% 60% No of Respondents 120 80 0 50 100 Yes 150 No 200 250

GRAPH 5 (Awareness of services offered by SCB)

Interpretation:About 60% respondents are not aware of all the services offered by Standard Chartered bank. The calculated value of Z is 2.828 which does not lie in the critical range of Z distribution at 5% level of significance ( Z.05 =1.96). so the hypothesis is rejected. Hence there is significant difference in the people who are aware of services and who are not. 87

Q.6. Do you have accounts in other banks?

Options Yes No

No respondents 180 20

of % of Respondents 90% 10%

TABLE 6 (Accounts in others bank)

10% 90% No of respondents 180 20 0 50 100 Yes 150 No 200 250

GRAPH 6 (Accounts in others bank)

Interpretation :90% respondents say that yes they have account in other banks also.

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Q.7. If yes in which bank?

Options ICICI HDFC KOTAK IDBI OTHERS

No respondents 50 50 30 20 30 TABLE 7

of % of Respondents 25% 25% 15% 10% 15%

10% 15% 25% No of respondents 50 0 50 50 100 30 20 150 30 200

ICICI

HDFC

KOTAK

IDBI

OTHERS

GRAPH 7

Interpretation:50% of clients have their account in ICICI and in kotak bank.

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Q.8. Do you think that there is any discrimination in respect to account fees between HNIs clients & less investing clients?

Options Yes No

No respondents 60 140

of % of Respondents 30% 70%

TABLE 8 (Discrimination between clients)

70% 30% No of respondents 140 60 0 100 Yes 200 No 300

GRAPH 8 (Discrimination between clients)

Interpretation: 70% clients say that theres no discrimination in regard to fees between HNIs clients & low investing clients.

Q.9. Which services of standard chartered bank you find most beneficial?

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Options Loans Fixed deposits Debit cards Credit cards Net banking Phone banking

No respondents 50 60 20 30 30 10

of % of Respondents 25% 30% 10% 15% 15% 5%

TABLE 9 (Most profit promising service of SCB)

10% 15% 5% 25% 30% 50 0 50 60 100 20 30 10 30 150 200 250

Fixed deposits Credit cards Phone banking

GRAPH 9 (Most profit promising service of SCB)

Interpretation:60% clients get attracted towards fixed deposits because it has the interest rate of 10%.

Q.10. Which Debit Card of standard chartered bank you find most beneficial? Options Shop smart cards Smartfillcards Gold debitcard No of respondents 80 40 80 % of respondents 40% 20% 40%

No of respondent s

Loans Debit cards Net banking

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TABLE 10 (Most beneficial Debit Card)

% of respondents

40% 20% 80 40 80 0 50 100 150 200 250

No of respondents

Shop smart cards Gold debit card

Smartfill cards

GRAPH 10 (Most beneficial Debit Card)

Interpretation: 40% respondents says that shop smart card and gold debit card are most beneficial for them.

Q.11. Among the following loan which loan you prefer the most and why?

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Options Business

No.

of %

of

Respondents 90

Respondents 45% 35% 10% 10%

installment loan Loan against 70 your property Home loan Personal loans 20 20

TABLE 11 (Preference of loan)

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10% 35% 45% 0 20 70 90 20 100 200 300 Home loan Loan against your property Business installment loan Personal loans

GRAPH 11 (Preference of loan)

Interpretation: 45% clients prefer business installment loan because it is the unsecured loan.

Q.12.Are you satisfied with the performance of standard chartered bank?

Options Yes No Cant say

No. of Respondents

No. Respondent 120 50 30

of % Respondent 60% 25% 15%

of

TABLE 12 (Performance satisfaction of SCB)

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25% 15% 60% No. of Respondent 120 50 30 0 50 100 Yes No 150 Cant say 200 250

GRAPH 12 (Performance satisfaction of SCB)

Interpretation: 60% clients are satisfied with the performance of standard chartered bank.

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CONCLUSION

As awareness is the most important aspect for any company the fact that maximum number of people on whom survey was conducted were aware of the existing of standard chartered bank. This in itself highlights the popularity of standard chartered bank. No bank can survive without the accounts of the general public. Since maximum numbers of respondents in the survey have their accounts in standard chartered bank it gives enough reasons for SCB to survive in the long run.

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When it comes to the accounts opening aspect both the accounts i.e saving account current account are equally advantageous saving account has the facility of axcess plus account which provide the facility of free Unlimited Visa ATM transactions, free Doorstep Banking, monthly statement at branch etc. current account provides the facility of Multicity cheque books, and Special pricing on Trade Services through International Trade and Treasury Services. Though there are no constraints in the popularity of Standard Chartered Bank, but maximum numbers of respondents are still not aware of all the services offered by standard chartered bank. The basic reason for this interpretation is that SCB offers a varity of services and the knowledge of which are needs time which is not easily available. The core values of standard chartered bank are very strong and they treat all their clints with equal respect be it high income group clients or low investor clients. Fixed Deposits and Loans are the most popular product of standard chartered bank because the interest on fixed deposits is as high as 10% and in loans BIL requires no security. The golden rule for success of any company is the satisfaction of its customer. The fact that maximum number of the clients of standard chartered bank is satisfied. This proves that the core values of standard chartered bank are strong, the services are quick and genuine efforts are made for customer satisfaction.

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LIMITATIONS

Like other companies Standard chartered is also suffering from few limitations like:1. Most of the peoples are unaware of online banking. 2. For illiterate and less literate persons, online banking is not easier. 3. As compare to number of branches and area of operations of standard chartered bank in India my sample size is quite small. 4. Sometimes even due to uncontrollable factors like seniors, perception, operations makes the market conditions volatite. 5. Explain features in full to the customer.

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6. Risk is the biggest factor due to market uncertainty. 7. The collected were totally depending upon respondents view, which may be biased. 8. The selection of the customers who cover the various strata of the society was tedious and time consuming. 9. The survey was costly.

So these there certain disadvantages associated with services. So they must be eradicated to their extent.

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SUGGESTIONS / RECOMMENDATIONS

Recommendations are always considered to be the most important part of any project report because for every proof there is cons associated with and to reduce the effect of latter, following suggestions must be taken into consideration in regard to online trading:1. It is computer era but ever then there are many people who hesitate to theme computer so proper demonstration of how to do online banking must be given by the executives to the clients until they are through with the concept. 2. Up to date knowledge of hogan software and capital market changing conditions for the executives are necessary. All the concepts should be clear to them regarding online banking. 3. Along with customer satisfaction employees participation must be kept active by appraising their salary as theyll as their work. 4. Frequently customers must be kept delighted by providing them free gifts so that their interest can be kept maintained. 5. Awareness about service should be spread.

6. Time and fee charges should be reduced.

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BIBLIOGRAPHY

BOOKS: Kothari C.R., Research Methodology- Methods and techniques, new age international publishers, 2007, 2nd edition, pp. 26, 95, 111. Parameswaran. R & Natrajan. S, Indian Banking , Sultanchand Pvt Ltd, Edition 2001 PP : 38-45

WEBLIOGRAPHY
www.google.com www.in.standardchartered.com www.standardchartered.com

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ANNEXURE QUESTIONNAIRE

Dear Respondent,
I am a student of Institute of foreign Trade and Management, Moradabad and I am conducting a survey on CONSUMER PREFERENCE TOWARDS VARIOUS FINANCIAL SERVICES OF STANDARD CHARTERED BANK as the part of my project for MBA through U.P.T.U. you are requested to give your true and frank opinion. Your cooperation in responding the questionnaire is highly solicited.

Q.1. Are you aware of standard chartered bank? a. Yes b.No

Q.2. If yes do you have any account with standard chartered bank? a.Yes b.No

Q.3. If yes which account do you have? a. Current Account b. Saving Account

Q.4. Which saving account you preferred the most? a. Axcess plus b. Parivaar c. Saral

Q.5. Are you aware of all the Services offered by Standard chartered? a. Yes b. No

Q.6Do you have account in others banks? a. Yes Q.7If yes in which bank? a. ICICI b. HFDC 104 c.KOTAK b. No

d. IDBI

e. OTHERS

Q.8. Do you think that there is any discrimination between HNIs clients & low investing clients? a. Yes b. No

Q.9. Which services 0f standard chartered bank you find most beneficial? a. Loans d. credit cards b. Fixed deposits e. Net banking c.Debit cards f..Phonebanking

Q.10. Which debit card of standard chartered bank you find most beneficial? a. Shop smart card Gold debit card Q.11. Among the following loan which loan you preferred the most and why? a. Home loan Installment d. Personal loan Q.12. Are you satisfied with the performance of standard chartered bank? a. Yes b.No c. Cant say b. Loan against your property c. Business b. Smartfill cards c.

RESPONDENTS PROFILE
NAME ADDRESS. GENDER INCOME PROFESSION/OCCUPATION.

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APPENDIX 2 Q.. Are you aware of all the other services offered by Standard Chartered?

Options Yes No

No

of % of Respondents 40% 60%

Respondents 80 120

Z Test : ( Non probability connivance sampling test)

Hypothesis :- There is no significance between the people who are aware of Standard Chartered Bank and who are not aware of Standard Chartered Bank.

Calculation Probability ( P) Q = = = 1-p 1-1/2 =

Sample Size

(n)

= = = = =

200 npq 200 x x 50 7.071

Standard Error (SE)

Expectation

= =

200 x 100 100-80 106

Difference

20

SR

= = =

Difference / Expectation 20 / 7.071 2.828

Interpretation The Calculated value Z = 2.828 which does not lie in the critical range of z distribution at 5 % level of significance ( Z .05 = 1.96). So the hypothesis is rejected.

Hence there is significance difference between the people who are aware of Standard Chartered Bank and who are not.

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CURRICULUM VITAE

PARUL SINGHAL

E-Mail:parul_singhal30@yahoo.co.in Mobile: +91 9927111977

Objective: To polish and learn the implementation of conceptual skills in the real world of business. Strength: Self motivated, confident and good team worker Ability to work on own Initiatives, adaptive and flexible approach, positive attitude to work Enjoy working towards deadlines, ability to work under pressure Professional Qualification: Pursing MBA from Institute of Foreign Trade And Management, Moradabad affiliated to U.P. Technical University with 66.83%. Academic Qualification:
Qualification B.Com 12th (Commerce, Mathematics) 10th Year 20032006 2003 1999 Univ./Board Div. I II II

School/College

Wilsonia Degree College Moradabad.

St. Marys School, Moradabad St. Marys School, Moradabad

Rohailkhand University
C.B.S.E. C.B.S.E.

Internship (MBA): Topic: Financial Services Provided by Standard Chartered Bank. Place: Standard Chartered Bank, Delhi

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Description: As part of this project, I came up with a questionnaire to survey the awareness of Services Provided by Standard Chartered Bank among people in Delhi. The project overviews to identify the challenges & prospects of Standard Chartered Bank in this dynamic era & analyzes its strengths & weakness. The project focuses on the recent services of standard chartered bank in the marketing strategies, policies, approaches & core-competencies to widen the customer base and contributing in the value addition. Duration: June-July, 2007; 2 Months

Other Projects : The changing role of Indian women- A critical analysis of medical, engineering & nonprofessional at course undergraduate students v/s practitioners. Computer Skills: MS-Word, Excel and Power point. Area of Specialization (MBA): Finance Human Resource (HR) Extracurricular Activities: Interested in playing board games and listening to music. Successfully participation in many cultural activities, Dancing, Business 2006 etc in Willsonia Degree College, Moradabad

Personal Information: Date of Birth E-Mail Marital Status Fathers Name Fathers Occupation Nationality Permanent Address : 30th October 1984 : parul_singhal30@yahoo.co.in : Single : Sri. Sunil Kumar Singhal : Business : Indian : Singhal Iron & Steel Corporation Station Road, Moradabad- 244001(UP) 91+992711197

I hereby declare that all the information given above is true to the best of my knowledge and belief. (Parul Singhal)

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