A STUDY ON

CUSTOMER SATISFACTION RETAIL BANKING PRODUCTS

With reference to

ING VYSYA BANK LIMITED

KAKINADA Project report submitted to Andhra University, Visakhapatnam in partial Fulfillment for the Award of the Degree in

MASTER OF BUSINESS ADMINISTRATION

Submitted by

POTHALA PRASAD (Regd.No. 20854100035) Under the esteemed guidance of K.L.CHANDU, MBA.
Faculty Member In M.B.A Department

ADITYA INSTITUTE OF P.G. STUDIES

(Affiliated to Andhra University)

SURAMPALEM, E.G.Dt. 2008-2010

ADITYA INSTITUTE OF P.G. STUDIES DEPARTMENT OF BUSINESS MANAGEMENT

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

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

CERTIFICATE
This is to certify that project report entitled A STUDY ON CUSTOMER SATISFACTION - RETAIL BANKING PRODUCTS with reference to ING VYSYA BANK LIMITED, KAKINADA is a bona fide work done by P.PRASAD with Regd. No.20854100035 under my guidance and supervision during May to June 2009. This project is submitted to ANDHRA UNIVERSITY in partial fulfillment of the award of degree of MASTER OF BUSINESS ADMINISTRATION.

PROJECT GUIDE: Mr. K.L.CHANDU, M.B.A

HEAD OF THE DEPARTMENT

SRI. J. NAGENDRA KUMAR, M.B.A

External Examiner

DECLARATION

I here by declare that this project report entitled A STUDY ON CUSTOMER SATISFACTION-RETAIL BANKING PRODUCTS with reference to ING VYSYA BANK LIMITED , KAKINADA has been prepared by me during the year 2009 in the month of May and June is partial fulfillment of the requirement for the award of Degree of MASTER OF BUSINESS ADMINISTRATION of ANDHRA UNIVERSITY.

I also declare that this project is a result of my own effort and that it has not been submitted to any other university for the award of any Degree or Diploma.

Place: SURAMPALEM

P.PRASAD

Date:

Regd.NO.(20854100035)

ACKNOWLEDGEMENT

I wish to thank J.Nagendra Kumar

HOD, ADITYA INSTITUTE OF

P.G.STUDIES for his valuable support in doing this project. I feel happy to thank, Head of the Department, and Department of Management Studies for providing me her valuable guidance and expertise in successful completion of this project. I thank my project guide, K.L.Chandu faculty member in M.B.A providing me his valuable guidance and expertise in successful completion of this project. I thank my project internal guide Mr. K.V.Venkateswara rao (Sales Manager) who shows infinite patience and perseverance in teaching, suggesting remedies for the problems encountered in my project and in answering all my questions. I also extend my heartfelt thanks to my friends for their cooperation during my entire project period.

P.PRASAD

CONTENTS Chapter I: Introduction Objectives Scope of the study Methodology Limitations Chapter II: Industry Scenario Profile of Banking Industry Profile of Indian Banking System Chapter III: Company Profile Profile of ING VYSYA Bank Ltd Corporate Social Responsibility Performance Highlights Chapter IV: Banking Products Chapter V: Alternative Channels Chapter VI: Data Analysis & Interpretation Chapter VII: Findings, Suggestions & conclusion 76-77 52-75 47-51 31-46 20-30 13-19 1-12

Annexure & Bibliography

78-82

CHAPTER-1
Introduction Objectives Scope of the study Methodology Limitations

INTRODUCTION
In order to satisfy the needs of customers, a business concern must have appropriate marketing mix. Marketing mix refers to the combination of four basic elements, i.e.., product, price, promotion and the place, known as the four Ps of marketing after that those Ps are extended up to 7Ps. These seven elements constitute the core of a companys marketing efforts. They are closely interrelated because decisions in one area usually affect actions in others. Every business concern must determine its marketing mix in an appropriate manner, so as to meet the requirements of customers with regard to product, price, and availability of product in a suitable place, etc.., If the marketing mix is designed in a appropriate manner, it helps a firm to meet the present and future needs of an identified market and realize its profit goals. The elements of the marketing mix are: 1. Product mix 2. Price mix 3. Promotion mix 4. Place mix 5. People 6. Process 7. Physical Evidence

PRODUCT MIX:
The word Product mix is used to describe the assortment of different product types (product lines) and their varieties (product depth). In addiction, different tangible and intangible features of the product also form the product mix. A firm may be producing many types of products and in different varieties. For example the FMCG giant HLL is engaged in producing detergents, toilet soaps, cosmetics, oral care products, tea powders, etc.., Moreover, in each segment e.g., soaps, it offers many bands with different features at different prices. This is mainly to meet different market segments.

TYPES OF PRODUCTS: 1. CONSUMER PRODUCTS: - Goods bought by individual households without requiring further
processing are known as consumer goods. These can be further categorized as:

DURABLE GOODS:

which survive many uses and have relatively long life (e.g..,

refrigerators, fans, watches, etc..,

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

CONVENIENCE GOODS:

which are frequently purchased with minimum of efforts in

deciding (e.g., newspapers, tooth brushes, etc..,)

SHOPPING GOODS:
garments, furniture, etc..,)

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

2.

PRICE MIX: Price mix refers to the decisions relating to the price charged for the product, service or idea. Price means the money value that the customer has to pay in exchange for a product. Generally, marketers pay attention to the following factors before fixing the price of a product i. ii. iii. iv. Target customers: How much they will buy at various processes. Cost: How much it costs to produce and market the product. Competition: Intense competition may indicate a low price and vice versa. Discounts and allowances: how much of the price could be allowed as incentives to dealers and customers in the form of discounts. v. The profit margin to be maintained. - Pricing decisions are extremely important as they greatly influence the

PRODUCT PRICING:

profitability of a firm. Moreover, price is perhaps the handiest tool available to a firm to adopt its marketing strategy to changes in demand, costs, and competitive situation. Many factors, economic and non economic, influence the pricing decisions. These are: a. Cost b. Demand c. Competition d. Government regulations e. Behavior of the consumers, and f. Objectives of the enterprise.

g.

PRICING METHODS:

There are several methods of pricing a product/ service. An

enterprise can adopt any one of these methods depending upon the above mentioned economic and non economic factors. The important pricing methods are: a.

MARK UP PRICING (OR) COST PLUS PRICING:

under this method, total cost is

added up, both fixed and variable, and cost per unit is found. Then a margin of profit is added to determine the selling price. b.

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

c.

GOING RATE PRICING:

in this case, an enterprise bases its price largely on competitors

price. The smaller firms always tend to follow the leaderand price their product more or less equal to the price of the leading product. This is most popular method of pricing and ensures competition. d.

ODD PRICING:

setting the price at extreme higher end of a particular lower price range

instead of the beginning of the next higher price range. The best example can be taken is Bata pricing (e.g. pricing at Rs.299.95 instead of Rs.300.00). e.

DISCRIMINATING PRICING:

pricing the same product at two different levels (offered

to two different classes of customers) is known as discriminating pricing. Under certain conditions firms adopt this method of pricing.

3. PROMOTION MIX:
Promotion mix refers to the activities relating to promotion of the product, service or idea. It consists of all activities aimed at persuading and motivating customers to buy the product. The various elements of the promotional mix are:

1.

ADVERTISING:

advertising consists of all the activities involved in presenting product

information to customers. The product message is communicated through media (newspapers, radio, television, etc.) and is paid for by the seller. 2.

SALES PROMOTION:

It is the method of increasing the sales through displays,

demonstrations, contests, coupons, etc. sales promotion activities aim at supporting personal selling and advertising efforts. 3.

PERSONAL SELLING:

personal selling is the face to face communication between a

seller and a buyer. Sales contacts are made with the customers by company sales representatives. These representatives assist and persuade a prospective buyer to buy a product in a face to face situation.

4.

PUBLICITY:

publicity refers to the mention of a company, brand or product in trade

journals, newspapers, radio, etc. which is not paid for. Publicity is a relatively minor form of promotion because the manufacturer has no control over what the media will mention. Usually, a favour-able report by the new media on a company product often will carry more weight then a paid advertising message.

4. PLACE:
Place or physical distribution mix refers to the activities that are involved in transferring ownership to consumers and to make products or services available at the right time and place. Distribution mix consists of two things 1) Physical distribution. 2) Channels of distribution. Physical distribution includes all those activities involved in moving products or services from producer to consumer. The channels of distribution are those routes through which goods move from the producer to the consumer. Here, the marketing manager has to decide whether the firm should sell through middlemen or directly to consumers.

5. PEOPLE:
An essential ingredient to any service provision is the use of appropriate staff and people. Recruiting the right staff and training them appropriately in the delivery of their service is essential if the organization wants to obtain a form of competitive advantage. Consumers make judgements and deliver perceptions of the service based on the employees they interact with. Staff should have the appropriate interpersonal skills, aptititude, and service knowledge to provide the service that consumers are paying for. Many British organizations aim to apply for the Investors In People accreditation, which tells consumers that staff are taken care off by the company and they are trained to certain standards.

PRODUCT MIX

PRICE MIX

PLACE MIX

PROMOTION MIX

6. PROCESS:

Process refers to the systems used to assist the organization in delivering the service. Imagine you walk into Burger King and you order a Whopper Meal and you get it delivered within 2 minutes. What was the process that allowed you to obtain an efficient service delivery? Banks that send out Credit Cards automatically when their customers old one has expired again require an efficient process to identify expiry dates and renewal. An efficient service that replaces old credit cards will foster consumer loyalty and confidence in the company.

7. PHYSICAL EVIDENCE:
Physical Evidence is the element of the service mix which allows the consumer again to make judgements on the organization.

Contents

Pricing policies

Distribution channels

Advertising

Features Quality

Credit terms Allowances and discounts

Transportation Ware housing and storage

Publicity Sales promotion

Technology

Cost and profits

Inventory levels

Personal selling

Size, design, colour

Positioning

Public relations

Packaging

Direct responses

Labeling Branding Trademark Merchandising Services Warranty Terms Product line

OBJECTIVES

1) To understand and analyze the services of ING VYSYA BANK LTD, Kakinada. 2) To get awareness of various products and services in detail of ING VYSYA BANK LTD, Kakinada. 3) To know the customer satisfaction by services provided by the ING VYSYA BANK LTD, Kakinada. 4) To know the customers suggestions to improve the services provided by the ING VYSYA BANK LTD, Kakinada. 5) To make certain recommendations/ suggestions for better technical utility for better customer satisfaction.

SCOPE OF THE STUDY

The scope of the present was confined and narrowed to the following limits. 1. The study was conducted in various places of Kakinada, and surrounding Places like Dowaleiswaram, Bommuru etc..,. 2. The study considered only the opinion of only a few customers of ING VYSYA BANK LTD. 3. To know about the quality of services provided by ING Vysya Bank ltd. 4. To study the impact of services on customer satisfaction.

SIGNIFICANCE OF THE STUDY:

The success of any company depends upon the marketing ability. Finance, Personnel management and any other business functions will not really matter if there is not sufficient demand and supply for products and services so that the company can make a profit.

PERIOD OF STUDY:
The study is performed for 45 days i.e., from 15 May, 2009 to 30 June, 2009.

METHODOLOGY
SURVEY METHOD:
The survey is conducted by directly interacting with the marketing manager and existing and the new customers of the ING Vysya Bank ltd with a structured questionnaire.

SOURCES OF DATA:
The data has been collected from both primary and secondary services, to get information regarding the company and the products.

PRIMARY DATA:
Primary data has been collected through questionnaires. The questionnaire was most related to the impact of services provided by the bank and satisfaction levels felt by the customers.

SECONDARY DATA:
Secondary data has been taken from internet and companys website.

SAMPLING:
The customers in the Kakinada city only are taken as target population for the study.

LIMITATIONS

Though the present study aims to achieve the above-mentioned objectives in full earnest and accuracy, it may be hampered due to certain limitations. Some of the limitations of this study may be summarized as follows:

Locating the target existing customers of ING VYSYA BANK LTD, Kakinada is very time consuming. Sample size is limited to 110 and the limited period is allocated for the survey. Getting accurate responses from the respondents was difficult due to their inherent problems. The survey is costly , tedious and time consuming.

CHAPTER-2
Industry Scenario Profile of Banking Industry Profile of Indian Banking System

PROFILE OF BANKING INDUSTRY

INTRODUCTION:
Todays Economys main deliberation depicts the banking sector. Banking industry has changed drastically in the last decade. The range of products that the bank delivers has drastically improved. However the core functions of the bank remain the same like before. There are five powerful forces which created the foundation for a dynamic new environment for the banks. The five forces are 1. Deregulation 2. Financial innovation 3. Securitization 4. Globalization 5. Advances in technology

HISTORY:
For centuries, banks have played an important role in the financial system of any economy. The vital role continues even today although the forms of banking have changed with the changing needs of the economies. The practice of depositing personal valuables at these places, which were also functioning as treasures against a receipt, was perhaps the earliest form of banking. When coins made of precious metals like gold and silver emerged as commonly accepted form of wealth, lending activity at an interest began. Goldsmiths were the initial bankers and their receipts for money received-guaranteed payments or goldsmiths receipts were the earliest form of banking instruments. Revilpout, a French writer mentions about banks and bank notes in Babylon in 600 BC. The origin of banking lies in the business of money changing in the ancient period. Another factor that supported the emergence of banks in the early period was the need for borrowing by monarchial governments from the finance companies.

In India, money economy existed since the days of Buddha. Banking in India flourished in the ancient Vedic times. Even in Rig Veda, there was a mention about indebtedness and the earliest Dharma shastra laid down the rate of interests and other regulations governing debts and mortgages. With the expansion in trade and commerce, the concept of banking gained importance. The handling of banking gradually transcended from individuals to group and later to companies. With the industrial revolution of the 18th and 19th centuries, it attained more significant place in the area of lending. Banks in their first primitive beginnings and later in more developed form did not enjoy a

steady and harmonious growth. Banking emerged and evolved through various phases adapting itself continuously to meet the increasing needs of trade and commerce.

During the Moghul period the indigenous bankers played a very important role in lending money, and financing foreign trade and commerce in India. During the British rule, the agency houses carried on the banking business. The Hindustan bank was the first bank to be established in 1779 and later the general Bank of India was established in 1986. In the first half of the 19 th century the east India company established three banks; the bank of Bengal in 1809, the bank of Bombay in 1840 and bank of madras in 1843, which were known as presidency banks. These three banks were amalgamated in 1920 and a New bank the imperial bank of India was established on 27 th January 1921. With the passing of the state bank of India act in 1955, the undertaking of the imperial bank of India was taken over by a newly constituted state bank of India. The reserve bank, which acts as the central bank was established in 1935 by passing the reserve bank act 1934. The swadeshi moment gave a fillip to Indian joint stock banking and several of the present leading banks were established around this time. However by 1913, there were 41 Indian banks in the field namely, the Punjab national bank ltd, bank of India ltd, Canara bank ltd, Indian bank ltd, bank of Baroda ltd, etc. modern banking in India started at the end of the 18th century with the establishment of bank of Calcutta in 1806, followed by the banks managed mostly from Scotland.

PROFILE OF INDIAN BANKING SYSTEM

The banking system in India has three tiers. These are the scheduled commercial banks; the regional rural banks, which operate in rural areas, not covered by the scheduled banks; and the co-operative and special purpose rural banks. There approximately 80 scheduled banks, both Indian and foreign. Scheduled commercial banks constitute those banks, which have been included in the second schedule of the Reserve bank of India Act, 1934. These banks enjoy certain privileges such as free concessional remittances facilities and financial accommodation from RBI. At present the banking system can be classified into the following categories.

PUBLIC SECTOR BANKS:

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

PRIVATE SECTOR BANKS:

Old & new generation private banks Foreign banks in India Scheduled co-operative banks Non- scheduled banks

CO-OPERATIVE SECTOR BANKS:

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

DEVELOPMENT BANKS:

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

COMMERCIAL BANKING IN INDIA:

The Indian banking system has a large geographic and functional coverage. Presently the total asset size of the Indian banking sector is US$ 270 billion while the total deposits amount to US$ 220 billion with a branch network exceeding 66,000 branches across the country. Revenues of the banking sector have grown at 6 percent over the past few years to reach a size of US$ 15 billion. While commercial banks cater to short and medium term financing institutions meet longer-term requirements. This distinction is getting blurred with commercial banks extending project finance. The total disbursements of the financial institutions in 2001 were US$ 14 billion.

The Indian banking system has come a long way with several outstanding achievements to its credit. The most striking of which is its reach. An extensive banking network has been established after nationalization, and the banking system is no longer confined to the metropolitan cities and large towns. In terms of the number of branches, Indias banking system is one of the largest in the world.

Partial list of the financial sector reforms mooted by the government in 1992-1996. Bank norms were liberalized and were given the freedom to decide levels of holding of individual items of inventories. Ceiling on term loans was raised to Rs.10,000 million for projects involving expansion / modernizing of power generation capacities. Banks were allowed to set their own interest rate on post-shipment export credit for over 90 days.

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

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

Banks have started selling their customers online banking and consultation services to add both values to there service and to satisfy their customers. But even after selling a series of financial transactions to the customers on the internet, the customer needs a good reason to retain. Furthermore, at once end the interaction between the bank and its customers has become less, and on the other, scores of financial institutions have burgeoned and are trespassing into the arena of banking. During the late nineties, most banks focused upon re-engineering the existing and introduced new ways of customer service. This tells us how the technology and customer service should go hand in hand.

CHAPTER-3
Company Profile Profile of ING VYSYA Bank Ltd Corporate Social Responsibility Performance Highlights

PROFILE OF ING VYSYA BANK LTD

ING Vysya Bank Ltd., is an entity formed with the coming together of erstwhile, Vysya Bank Ltd, a premier bank in the Indian Private Sector and a global financial powerhouse, ING of Dutch origin, during Oct 2002.The origin of the erstwhile Vysya Bank was pretty humble. It was in the year 1930 that a team of visionaries came together to found a bank that would extend a helping hand to those who weren't privileged enough to enjoy banking services. It's been a long journey since then and the Bank has grown in size and stature to encompass every area of present-day banking activity and has carved a distinct identity of being India's Premier Private Sector Bank. In 1980, the Bank completed fifty years of service to the nation and post 1985; the Bank made rapid strides to reach the coveted position of being the number one private sector bank. In 1990, the bank completed its Diamond Jubilee year. At the Diamond Jubilee Celebrations, the then Finance Minister Prof. Madhu Dandavate, had termed the performance of the bank Stupendous. The 75th anniversary, the Platinum Jubilee of the bank was celebrated during 2005. The long journey of seventy-five years has had several milestones

Year
1930

Events
Set up in Bangalore

1948

Scheduled Bank

1985

Largest Private Sector Bank

1987

The Vysya Bank Leasing Ltd. Commenced

1988

Pioneered the concept of Co branding of Credit Cards

1990

Promoted Vysya Bank Housing Finance Ltd.

1992

Deposits cross Rs.1000 crores

1993

Number of Branches crossed 300

1993

Signs Strategic Alliance with BBL., Belgium. Two National Awards by Gem & Jewellery Export Promotion Council for excellent performance in Export Promotion Cash Management Services, & commissioning of VSAT. Golden Peacock Award for the best HR Practices by Institute of Directors. Rated as Best Domestic Bank in India by Global Finance (International Financial Journal - June 1998)

1996

1998

State -of - the -art Date Centre at ITPL, Bangalore. RBI clears setting up of ING Vysya Life Insurance Company

2000

ING-Vysya commenced life insurance business.

2001

The Bank launched a range of products & services like the Vys Vyapar Plus, the range of loan schemes for traders, ATM services, Smartserv, personal assistant service, Save & Secure, an account that provides accident hospitalization and insurance cover, Sambandh, the International Debit Card and the mi-b@nk net banking service.

2002

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

2002

RBI clears the new name of the Bank as ING Vysya Bank Ltd, vide their letter of 17.12.02

2003

Introduced customer friendly products like Orange Savings, Orange Current and

Protected Home Loans

2004

Introduced Protected Home Loans - a housing loan product

2005

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

2006

Bank has networked all the branches to facilitate AAA transactions i.e. Anywhere, Anytime & Anyhow Banking

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

Year 1940 1950 1960 1970 1980 1990 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009

Networth 0.001 1.40 1.60 3.00 11.50 162.10 5900.00 6527.00 6863.24 7067.90 7473.20 7094.00 10196.70 11101.90 14260.00 17366.00

Deposits 0.400 5.30 20.10 91.50 1414.30 8509.40 74240.00 81411.10 80680.00 91870.00 104780.00 125693.10 133352.50 154185.70 204980.00 243892.00

Advances 0.400 3.80 13.50 62.80 813.70 4584.80 39380.00 43163.10 44180.00 56120.00 69367.30 90805.90 102315.20 119761.70 146500.00 163200.00

Profits 0.001 0.09 0.13 0.74 1.13 50.35 443.10 371.90 687.50 863.50 590.01 (381.80) 90.6 889.0 1569.00 1821.00

Outlets 4 16 19 39 228 319 481 484 483 456 523 536 562 626 677 728*

Outlets comprises of 407 branches, 39 ECs, 28 Satellite Offices and 203 ATMs as of March 31st 2009. Additionally bank also has Internet Banking, mi-b@nk and Customer Service Line for Phone Banking Service.

THE ORIGIN OF ING GROUP:

On the other hand, ING group originated in 1990 from the merger between Nationale Nederlanden NV the largest Dutch Insurance Company and NMB Post Bank Groep NV. Combining roots and ambitions, the newly formed company called Internationale Nederlanden Group. Market circles soon abbreviated the name to I-N-G. The company followed suit by changing the statutory name to ING Group N.V..

PROFILE:

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

internationally as a provider of employee benefits, i.e. arrangements of nonwage benefits, such as pension plans for companies and their employees.

MISSION:

ING`s mission is to be a leading, global, client-focused, innovative and low-cost provider of financial services through the distribution channels of the clients preference in markets where ING can create value.

THE NEW IDENTITY:

The immediate benefit to ING Vysya Bank ltd is the pride of having become a member of global financial services giant, with total assets of 1313 billion euros , net profit of 9.24 billion euros for the year ended December 2007.Further, the presence of the group in over 50 countries, employing over 120000, serving over 75 million customers across the globe, only multiplies the credibility, not only across the country but also across the globe. The pride of this global identity, the back up of a financial power house and the status of being the first Indian International bank, would also greatly enhance productivity, profitability resulting in improved performance for the bank to translate into higher returns, to all the stake holders

BOARD OF DIRECTORS Name (Sri) K R Ramamoorthy, Non-Executive Part-time Chairman Vaughn Richtor, MD & CEO Arun Thiagarajan, Director Aditya Krishna, Director Philippe Damas Director Wilfred Nagel Director Richard Cox, Director Ryan Andrew Padgett, Director Ramakrishnan Subramanian, Director Santosh Ramesh Desai, Director

Names

Designation

SBU/Function

Place

Office Address 22, M G Road, Bangalore 560 001.

Ashok Rao B

Chief of Staff

Legal and Compliance, Vigilance and Special Bangalore Projects

Bishwajit Mazumder

Chief Corporate Audit Group Chief Operating Officer Chief Risk Officer, Country Head - Wholesale Banking Chief Finance Officer

Internal Audit Department

Bangalore

22, M G Road, Bangalore - 560 001.

Don Koch

Operations

Bangalore

22, M G Road, Bangalore - 560 001. 22, M G Road, Bangalore - 560 001. 702-B, Poonam Chambers, "A" Wing, 7th Floor, Dr A B Road,Worli, Mumbai - 400 018 22, M G Road, Bangalore - 560 001. 22, M G Road, Bangalore - 560 001. ING Vysya Bank Ltd Private Banking 17, Lincoln Lodge Alta Mount Road,Mumbai 400 036. 22, M G Road, Bangalore 560 001 22, M G Road, Bangalore 560 001

Jan Van Wellen

Credit Operational & Market Risk

Bangalore

Janak Desai

Treasury & Wholesale Mumbai Banking

Jayant Mehrotra

Finance & Accounts

Bangalore

Prasad J M

Chief - Human Human Resources Resources Country Head - Private Banking Country Head - Retail Banking MD & CEO

Bangalore

Samir Bimal

Private Banking

Mumbai

Uday Sareen

Retail Banking

Bangalore

Vaughn Richtor

Bangalore

CORPORATE SOCIAL RESPONSIBILITY

ING VYSYA FOUNDATION:

ING Vysya Foundation was set up almost three years ago actively supported by the three business units of ING Vysya (ING Vysya Bank, ING Vysya Life Insurance and ING Vysya Mutual Fund) to promote its Corporate Social Responsibility. The mandate for the Foundation is to promote primary education for under privileged children. This fits in well with ING Groups global vision of empowering children through education and INGs partnership with UNICEF. Accordingly, ING Vysya Foundations commitment to empower children through primary education has been the focus in the last three years. In a country with an estimated 50 million children deprived of basic primary education and health care, enormous support, dedication and firm belief is necessary to make a difference and to change the scenario. The foundation's efforts have very successful in reaching out to underprivileged children and providing them with a platform to learn, grow and achieve through partnerships with 4 non profit organizations located in India. ING Chances for Children - Global initiative

BACKGROUND:
ING Chances for Children is an ING worldwide corporate program that aims to give 50,000 children in India, Brazil and Ethiopia access to education before the end of 2007 and to improve the quality of education in the local communities in which ING businesses are active.

TARGETS AND OBJECTIVES:

The key objective of the ING Chances for Children program is to improve the well-being of children aged 4-12 worldwide by giving them access to free, compulsory basic schooling that aims to develop each child's ability to the fullest. ING Chances for Children will be doing this by giving children access to education, by providing the necessary skills and through investment in educational organizations.

The main targets of the ING Chances for Children program are

To provide primary education for 50,000 children over a period of three years. To improve the quality of education in the communities in which ING businesses are active. To involve as many of the ING Groups 115,000 employees as possible, either as ambassadors, volunteers or donors

By starting local community development initiatives with ING employees and by working together with organizations such as UNICEF, the ING Chances for Children program aims to contribute to the goal of achieving primary education for all children, as stated in both the United Nations Millennium Development Goals and the Convention on the Rights of the Child.

UNICEF PARTNERSHIP:

The ING Chances for Children program has joined forces with UNICEF, the United Nations Childrens Fund, to achieve the target of giving 50,000 children access to education. The program will be supporting educational UNICEF projects in India, Brazil and Ethiopia. The partnership with UNICEF will also enable the local ING business units to team up with local UNICEF offices and take advantage of each others unique positions at a community level. A range of other projects and partnerships with other organizations will be started, both internationally and locally.

ING CHANCES FOR CHILDREN - INDIA INITIATIVE:

In India, along with the ING Vysya Foundation, the ING and UNICEF partnership is focused to provide quality education for working children in Tamil Nadu. 15,000 children will benefit from quality education in 200 learning centers for former child workers under the National Child Labor Elimination Project(NCLP).The project focuses on strategies to provide quality education for children who are either already working in low-paid, low-skilled industries or who are out-of-school and therefore extremely vulnerable to becoming child laborers. In Tamil Nadu the project emphasizes on child-friendly schools, quality education, community involvement and responsibility in ensuring children can learn and build a solid foundation for a hopeful future and make a strong basis for ensuring that children remain in school and complete a course in primary education. Activities will especially focus on preventing child labor, protecting childrens rights and promoting quality education. 600 teachers will be reinvigorated through capacity building and professional training pedagogy and motivation. Through workshops with some 180 staff from government departments, UNICEF will cultivate and reinforce supportive alliances in ensure quality education through to working children.

 PERFORMANCE HIGHLIGHTS : YE MARCH 2009

NET-INTEREST INCOME

12% increase in Net Interest Income (NII) to Rs 498.4 crore in 2008-09 from Rs 445.6 crore in 2007-08

OTHER INCOME

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

PROFIT
Rs 156.9 crore after tax profit in 2008-09 compared to a profit of Rs 88.9 crore in 2007-08, an increase of 77%

Growth in Advances

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

And Deposits

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

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

CHAPTER-4
Banking Products

SAVINGS ACCOUNTS:

The Savings accounts are primarily meant to inculcate a sense of saving for the future or accumulation of funds over a period of time. These accounts are meant to help customers protect their money and provides them with instruments that help them make easy payments without handling / carrying cash. Whatever occupation, we are confident that our customers will find the perfect banking solution through our savings accounts. The rate of interest on the Savings accounts is regulated by the Reserve Bank of India and is currently at 3.5 % per annum. The interest earned from SB accounts is exempt from Tax deduction at source

ORANGE SAVINGS: PRODUCT DEFINITION:

The Orange Savings Account from ING Vysya Bank is designed keeping the busy customer in mind. It supports his busy lifestyle and helps balance the numerous demands made on time, thus making life easier. It offers recognition, convenience and flexibility.

KEY FEATURES:

Quarterly Average Balance of Rs. 5000/- to be maintained in the account. Free Unlimited ATM transactions on all ING Vysya ATMs. Free Unlimited ATM transactions at over 20,000 other bank ATMs in India. Free issue and unlimited usage of multi-city Payable at Par cheques by default. AAA Cash deposits for OSB account holders are provided free of cost up to two transactions with a value not exceeding Rs. 50,000/- per month. Free International Debit Card for the first year, with a renewal fee of Rs. 150/- from the second year. Free Electronic Bill Payment service at select centers. Free Personal Assistance Service - Smartserv at select centers. Free Statement of Account through E-mail. Mi-b@nk - Internet banking facility. Free Customer Service Line facility.
Free for life Credit Card based on the applicants eligibility.

TARGET SEGMENT:

Individuals. Guardians on behalf of minors. Clubs, Associations, Trusts, Charitable & Religious Institutions.
Hindu Undivided Family (non-trading account).

DOCUMENTATION:
Customer Information File

Account Opening Form. Identity Proof. Address Proof. Customer Due Diligence as per KYC norms

FREEDOM ACCOUNT: PRODUCT DEFINITION:

The Freedom Savings Account from ING Vysya Bank is designed with transparency. It provides customers with an account, where they pay an upfront annual fee for maintaining the savings account without indirect charges for non-maintenance of average balances.

KEY FEATURES:
The Quarterly Average Balance requirement - (Zero).

No Service Charges is levied for non-maintenance of minimum quarterly average balance. International Debit Card is issued free, for the first year. Free Unlimited ATM transactions on all ING Vysya Bank ATMs. Free 4 ATM transactions (financial/non-financial) per month at over 20,000 other Bank ATMs in India. Shopping convenience at over 2 Lakh merchant locations. Free issue of normal personalized MICR cheques. AAA Cash deposits restricted to two transactions with a value not exceeding Rs. 25,000/per month. Free Electronic Bill Payment service at select centers. Free Transfer of funds across all branches. (AAA Banking) Free Statement of Account through E-mail at no charge. Free Internet banking facility through Mi-b@nk.

ORANGE SALARY ACCOUNT: PRODUCT DEFINITION:

The Orange Salary Account from ING Vysya Bank is designed to provide additional features that complement the lifestyle of the employees working with higher end corporates. It offers recognition, convenience and flexibility.

KEY FEATURES:
Zero Balance Account.

Free Unlimited ATM transactions on all ING Vysya ATMs. Free Unlimited ATM transactions at over 20,000 Cirrus / Cash net ATMs in India. Free International Debit Card. Shopping convenience at over 200,000 merchant locations, with the ING Vysya International Debit card. Free issue and usage of multi-city personalized Payable at Par cheques. Free unlimited usage of PAP cheques. Free Electronic Bill Payment service at select centers. Free Transfer of funds between accounts across all branches. (AAA Banking) Free Personal Assistance Service - Smartserv at select centers. Free Statement of Account through E-mail. Customer RTGS transactions at concessional rates.

Mi-b@nk - Internet banking facility. Customer Service Line facility. Free joint account status. Free add-on International Debit Card is provided to the joint account holder. Free for life Credit Card based on the applicants eligibility.
Adhoc Checkout* (Temp Overdrawing) to the extent of 50 % of the last salary credit charged at 18 % p.a and for the number of days overdrawn.

ADVANCE SALARY ACCOUNT: PRODUCT DEFINITION:

The Advantage Salary Account from ING Vysya Bank is designed to provide banking convenience to the middle-income employees working with corporates. The product has features that provide basic banking services to a Zero Balance Account.

KEY FEATURES:

Zero Balance Account. Free Unlimited ATM transactions on the ING Vysya and Corporation Bank ATM network. 6 Free ATM transactions per month at over 20,000 Cirrus / Cash net ATMs. Free ING Vysya International Debit Card. Shopping convenience at over 200,000 merchant locations. Free issue of personalized cheques books. Free 2 D.Ds / Pos not exceeding a value of Rs. 10,000/- per month. Free transfer of funds across all the branches of ING Vysya Bank. Free Bill Pay service at select centers. Free statement of account through e-mail. Internet banking facility (Mi-bank).

GENERAL SAVINGS ACCOUNT SEMI URBAN AREAS

PRODUCT DEFINITION:
The General Savings Account had a quarterly average balance requirement of Rs. 5,000/- in the account, similar to the Orange Savings Account. Due to geographical demography and customer profile, the customers at these locations were not inclined to maintain Rs. 5,000/- as the quarterly average balance. To be in line with competition, we have made a Gen SB variant with a QAB requirement of Rs. 2,500/- for customers at Semi Urban locations only

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

Penalty for non-maintenance of minimum quarterly average balance = Rs. 150/- per quarter exclusive of service taxes. One free cheques book will be issued to all customers per year. Additional cheque book will be charged at Rs. 50/- per cheque book of 25 leaves. Free Debit Card will be issued. Free unlimited usage of ING Vysya Bank ATMs. All ATM transactions on other Bank ATMs will be charged at Rs. 30/- per transaction, exclusive of service charges. Six free cash transactions per month at the base branch. Beyond 6 free transactions at the base branch every transaction will be charged at Rs. 20/per transaction. AAA transactions permitted subject to service charges as per the schedule of charges.

GENERAL SAVINGS ACCOUNT RURAL AREAS PRODUCT DEFINITION:

The General Savings Account had a quarterly average balance requirement of Rs. 5,000/- in the account, similar to the Orange Savings Account. Due to geographical demography and customer profile, the customers at these locations were not inclined to maintain Rs. 5,000/- as the quarterly average balance. To be in line with competition, we have made a Gen SB variant with a QAB requirement of Rs. 2,500/- for customers at Semi Urban locations only.

KEY FEATURES:

A Savings bank account with a QAB requirement of Rs. 2500/-. Penalty for non-maintenance of minimum quarterly average balance = Rs. 75/- per quarter exclusive of service taxes. One free chequebook will be issued to all customers per year. Additional chequebook will be charged at Rs. 50/- per chequebook of 25 leaves. Free unlimited usage of ING Vysya Bank ATMs. All ATM transactions on other Bank ATMs will be charged at Rs. 30/- per transaction, exclusive of service charges. Six free cash transactions per month at the base branch. Beyond 6 free transactions at the base branch every transaction will be charged at Rs. 20/per transaction. AAA transactions permitted subject to service charges as per the schedule of charges. Free Internet Banking. Free Phone Banking.

SOLO ACCOUNT: PRODUCT DEFINITION:

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

KEY FEATURES:

A Savings bank account with a minimum balance requirement of Rs. 500/- in the account. Penalty for non-maintenance of minimum quarterly average balance = Rs. 150/- per quarter exclusive of service taxes. Free issue of Debit Card. Free unlimited usage of ING Vysya Bank ATMs. 30 free transactions on the HDFC/Corporation bank ATMs per annum. AAA transactions permitted subject to service charges as per the schedule of charges. Smartserv & SMS alerts are charged at Rs. 100/- per annum. Free Internet Banking. Free Phone Banking.
Free annual statement of account.

Identity Card of Institution where student is studying. Introduction letter from the Head of the Institution with attestation on the AOF Customer Due Diligence as per KYC norms.

ADVANTAGE CURRENT: PRODUCT DEFINITION:

A Competitive current account product from ING Vysya Bank with a host of benefits addressing today's demands of the prospective mid-sized business customers. A never before banking experience that priorities customer convenience and makes banking, an overall pleasure

KEY FEATURES
Free Demand Drafts/Pay Orders/PAP Cheques/RTGS/EFT/NEFT up to a limit of Rs. 50 lakhs per month*. Free anywhere cash deposit up to a limit of Rs.50, 000 per day (Maximum Rs.5.00 per month) * Free collection of cheques across all networked branches (cheques are to be banked directly by customer/his representative)* Free International Debit Card in the case of Individuals/Proprietary concerns/Partnership Firms authorized to operate the account*. Access to ATM network of other Banks (cirrus network) * Free unlimited usage of ING Vysya ATMs. Free Customer service line on toll free No.1800 425 9900. Free Mi-bank facility to Individuals/Proprietorship Concerns/Principal Applicant in case of Partnership Firms (at the option of the customer) Free SMS alerts at select centers* (at the option of the customer) Free monthly statement of accounts (physical/e-mail) PAP (Payable At Par) cheques and general chequebook available; both Personalized to enhance value*. Free Financial Advisory Services at select centers.

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

GENERAL CURRENT ACCOUNT PRODUCT DEFINITION:

A convenient account that allows unlimited transactions to business concerns, entrepreneurs and self-employed professionals

KEY FEATURES:
Transactional convenience on account of automation at Profile branches. VALUE ADDITIONS TO THE ACCOUNT HOLDERS: Personalized Cheque books. International Debit Card. Mi-bank - net banking services. Phone Banking at select centers. Bill Pay at select centers. Demat Account (on request) Access to a wide network of ING Vysya Bank as well as non-ING Vysya Bank ATMs in India and abroad. Investment Advisory Services at all metros and select centers. Possibility of many other banking facilities, depending on the needs and net worth of the account holder.

TARGET CUSTOMERS:
Individuals for single account. More than one individual for joint account. Sole proprietary concerns. Partnership concerns. Hindu Undivided family. Private and Public Limited companies. Clubs, associations, benevolent and friendly societies. Co-operative organizations. Statutory bodies, municipalities and such other quasi-Government institutions. Executors and administrators. Trustees/ Agencies/ Power of Attorney holders.

NRO SAVINGS ACCOUNT PRODUCT DEFINITION:

A convenient, safe and liquid account designated to fulfill the saving and thrift needs of NRIs in India.

KEY FEATURES:

Any resident can be a joint account holder. Facility of Multi-city/Multi-branch banking, if opened in any of the networked branches. Local income can be credited to the account. Inward remittances from abroad by way of TTs/Cheques/DDs/IMOs/ACH/FCs/TCs are allowed to credit in the account. Local rupee deposits can be made through cheque. RBI determined rate of interest, payable half-yearly. The interest earned on this account is taxable under Indian I.T.Act. Interest is repatriable after tax deduction at source. Withdrawals in this account are freely allowed for local disbursements. Easy transfer of funds between accounts within the Bank allowed. International Debit Card- But it should be used in India only. Mi-b@nk - net banking services. BillPay at select centers. Phone Banking at select centers. Smartserv at select centers.

Demat Account (on request). Access to a wide ATM Network of ING Vysya Bank as well as non-ING Vysya Bank ATMs in India. Nomination is permitted.
Investment Advisory Service at all metros and select centers.

Target Customers

Non Resident Indians. Person of Indian Origin staying in abroad. Foreign Nationals on temporary stay in India. Students who are studying & staying abroad for more than six months

TERMS AND CONDITIONS:

Minimum balance to be maintained Rs.5000/Rate of interest 3.5% p.a.(regulated by RBI) Physical presence of NRI is required whenever FCY notes and TC are deposited. Non maintenance of minimum balance attracts penalty. Opening of accounts by individuals/entities of Bangladesh/Pakistan nationality/ ownership requires approval of Reserve Bank. On change of status from non-resident to resident, the accounts will be re-designated as resident accounts.

CHAPTER-5
Alternative Channels

ING VYSYA BANK ATMs NETWORK

ING Vysya Bank currently has 215 ATMs across the country.

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

CUSTOMER SERVICE LINE:

The customer can call us at 1800 425 9900 from any BSNL / MTNL landline telephone. Apart from these, we can be reached at the following numbers given below.

Services Available at the Customer Service Line Through Customer Service Officer
Providing general information to customers: Product information - e.g., Orange, Sambandh etc Process related - chq clearing time, wire transfer etc

On the IVR Providing general information to Customers:

Product information Providing account information to Customers:

ATM/Branch - ATM clearing time, guidance Account Balance on usage, location etc Charges - draft charges, NRV service charges etc Servicing customer complaints - i.e. logging in complaints and tracking until resolution Providing account information to customers Account Balance Last five transactions OD a/c limits, interest rates Term Deposit interest rates Last five transactions

Processing requests

Bank statement (mail/fax) Cheque Book Hot listing cards call would come to an agent on top priority Fund transfer Change of Tpin

Card status Account Transactions Providing Demat Related information to the client

Demand Draft Request

Processing requests
Bank statement (mail) Chequebook Hot listing cards TDS certificate Request for TPIN Request for Debit card PIN Request for Mi-b@nk PIN Lead capturing Cross selling and passing leads to respective channel Taking Transaction Advice request and passing on to advisors Outbound selling Making sales calls, capturing leads and passing on to respective channel

Net Banking - Mi-bank:

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

With mi-b@nk, customers can view their account details and transact, download statements, request for demand drafts, order a cheque book and much more 7 days a week

NATIONAL ELECTRONIC FUNDS TRANSFER

Internet Banking through Mi-b@nk channel is a value added service provided for customers of ING Vysya bank where in customers are able to transfer funds to other ING Vysya Bank operative accounts, apart from other services like bill payment, credit card payment, transaction verification etc.,. Subsequent to the roll-out of NEFT by majority of Bank Branches across the country, transfer of funds between banks have been enabled through Mib@nk channel.

CHAPTER-6
Data Analysis & Interpretation

ANALYSIS & INTERPRETATION OF THE QUESTIONNAIRE FOR A STUDY ON SERVICES MARKETING WITH RESPECT TO ING VYSYA BANK. 4.1:- PERSONAL PROFILE Table 4.1.1:- Occupation of the customers NUMBER OF RESPONDENTS 36 4 53 17 110 PERCENTAGE OF RESPONDENTS 32 4 48 16 100

OCCUPATION EMPLOYEE STUDENT BUSINESS MAN OTHERS (HOUSE WIVES, AGRICULTURISTS) TOTAL

PIE CHART:

OTHERS 16%

EMPLOYEE 32%

BUSINESS MAN 48%

STUDENT 4%

INTREPRETATION
From the above table it is clear that 48% of the customers are business men, while 32% of the customers are employees, and only 4% of the customers are students. And 16% customers are others i.e.., house wives, agriculturists etc..,

TABLE 4.1.2:- EDUCATIONAL BACKGROUND OF THE CUSTOMERS

EDUCATIONAL QUALIFICATION BELOW S.S.C INTERMEDIATE GRADUATION POST-GRADUATION TOTAL

NUMBER OF RESPONDENTS 13 39 48 9 110

PERCENTAGE OF RESPONDENTS 12 36 44 8 100

BAR CHART:50 45 40 35 30 25 20 15 10 5 0
BELOW S.S.C

INTERMEDIATE

GRADUATION

POST-GRADUATION

PERCENTAGE OF RESPONDENTS

12

36

44

INTREPRETATION:
Majority of the customers i.e,44% are graduates and 36% of the customers are studied intermediate and12% of the customers are studied up to s.s.c and the remaining8% of the customers have completed their post graduation. This analysis reveals that most of the customers are educated and maximum number people are having minimum education.

TABLE 4.1.3:- ANNUAL INCOME OF THE CUSTOMERS

NUMBER OF RESPONDENTS 6 53 33 18 110 PERCENTAGE OF RESPONDENTS 6 48 30 16 100

ANNUAL INCOME BELOW 60,000 BETWEEN 60,000-1 LAKH BETWEEN 1 LAKH-2 LAKH ABOVE 2 LAKHS TOTAL

PIE CHART:
BELOW 60,000/6% ABOVE 2 LAKHS 16%

1 LAKH 2 LAKHS 30%

60,000 - 1 LAKH 48%

INTREPRETATION:
The analysis reveals that 48% of the customers are having annual income in between 60,000/- and 1,00,000/- and 30% of customers are receiving the annual income in between 1,00,000/- and 2,00,000/- and the least of 6% customers are receiving the income below 60,000/-.

TABLE 4.1.4:- ASSOCIATION OF THE CUSTOMERS WITH ING VYSYA BANK

ASSOCIATON WITH BANK BELOW 1 YEAR BETWEEN 1-15YEARS ABOVE 3 YEARS TOTAL

NUMBER OF RESPONDENTS 22 61 27 110

PERCENTAGE OF RESPONDENTS 20 56 24 100

PIECHART:
ABOVE 3 YEARS 24% BELOW 1 YEAR 20%

BETWEEN 1-15 YEARS 56%

INTREPRETATION:
The ING Vysya bank was opened just 20years back in Kakinada. The analsis reveals that maximum number i.e.., 56% of customers are having 1to 15 years association with bank and 24% of the customers are having more than 5 years association that means these 24% of customers are associated with bank from the beginning itself. And 20% of the customers are in association with bank below 2 year.

TABLE 4.1.5:- MARITAL STATUS OF THE CUSTOMERS

MARITAL STATUS MARRIED UN MARRIED TOTAL

NUMBER OF RESPONDENTS 96 14 110

PERCENTAGE OF RESPONDENTS 88 12 100

PIE CHART:

Sales
UN MARRIED 12 %

MARRIED 88 %

INTREPRETATION:
Majority i.e.., 88% of the customers are married people. And the remaining 12% of the customers are unmarried people

TABLE 4.1.6:- AGE DETAILS OF THE CUSTOMERS

NUMBER OF RESPONDENTS 26 37 33 14 110 PERCENTAGE OF RESPONDENTS 24 34 30 12 100

AGE 20-30 YEARS 30-45 YEARS 45-60 YEARS ABOVE 60 YEARS TOTAL

PIE CHART:
Above 60 Years 12%

30 45 Years 34% 20 30 Years 24 %

45 60 Years 30%

INTREPRETATION:
The analysis reveals that 43% of the customers are having age in between between 30-40 years and 30% of the customers are in between the age of 45-60 years and the younger generation i.e.., 20-30 years are of 24% only. But the least of 12% customers are of age more than 60years.

TABLE 4.1.7:- DETAILS OF THE REGION TO WHICH THE CUSTOMER BELONGS

NUMBER OF RESPONDENTS 18 70 22 110 PERCENTAGE OF RESPONDENTS 16 64 20 100

REGION URBAN SEMI - URBAN RURAL TOTAL

PIE CHART:
URBAN 16%

RURAL 20% SEMI-URBAN 64%

INTREPRETATION:
Majorities (44%) of customers are from semi urban and 20% of the Customers are from rural region. And the least of 16% of the customers are from urban region. As Rajahmundry was a semi urban region the analysis says that maximum number of people are from local area only.

TABLE 4.1.8:- GENDER DETAILS OF THE CUSTOMERS

GENDER MALE FEMALE TOTAL

NUMBER OF RESPONDENTS 92 18 110

PERCENTAGE OF RESPONDENTS 84 16 100

PIE CHART: FEMALE 16%

MALE 84%

INTREPRETATION:
The analysis reveals that 84% of the customers are male gender. And 16% of the customers are female gender. This analysis says that men are interested to do banking rather than women.

Table 4.2:- Details of the type of current account of the customers :TYPE OFCURRENT ACCOUNT GENERAL COMFORT ADVANTAGE ORANGE TOTAL PIECHART: NUMBER OF RESPONDENTS 55 27 19 9 110 PERCENTAGE OF RESPONDENTS 50 24.54 17.27 8.19 100

ORANGE 8.19% ADVANTAGE 17.27% GENERAL 50%

COMPART 24.54%

INTREPRETATION:
The analysis reveals that half of the customers i.e.., 50% are having General business account of monthly average balance Rs.10,000 and 25% of the customers are having Comfort account of Rs.25,000 monthly average balance and 16.7% of the customers are having Advantage of Rs.50,000 monthly average balance. But the least of 8.3% of customers are having current account of Orange Current account of monthly average balance Rs. 1lakh

TABLE 4.3:- DETAILS OF SAVINGS ACCOUNT OF THE CUSTOMERS

TYPE OF SAVING ACCOUNT ORANGE SAVING SB VARIANT GENERAL SB SALARY ACCOUNT TOTAL NUMBER OF RESPONDENTS 66 8 22 14 110 PERCENTAGE OF RESPONDENTS 60 7.27 20 12.73 100

PIE CHART:

SALARY ACCOUNT 12.73%

GENERAL SB 20%

ORANGE SAVING 60%

SB VARIANT 7.27%

INTREPRETATION:
Majorities (60%) of the customers is having Orange SB accounts and 6.67% of the customers are having SB Variant accounts and 20% of the customers are having General SB accounts and 13.33% of the Customers are having salary accounts.

Table 4.4: DETAILS A BOUT WITH DRAW OF CASH

PREFERENCE CHEQUE ATM TOTAL

NUMBER OF RESPONDENTS 17 93 110

PERCENTAGE OF RESPONDENTS 16 84 100

PIE CHART:

CHEQUES 16%

ATM 84%

INTREPRETATION:
The analysis reveals that out of 100%, 84% of the customers are interested to withdraw cash from ATM. But a very few people i.e, 16% of customers are Interested to withdraw cash through. This is because most of the people dont want to go for banks to with draw cash, they want the instant cash. So, they mostly prefer ATM

TABLE 4.5:- DETAILS ABOUT THE DEPOSITING OF CASH

PREFERENCE DEPOSIT IN THE BANK DEPOSIT IN THE ATM TOTAL

NUMBER OF RESPONDENTS 64 46 110

PERCENTAGE OF RESPONDENTS 58 42 100

PIE CHART:

DEPOSIT IN ATM 42%

DEPOSIT IN BANK 58%

INTREPRETATION:
From the above table, we came to know that 58% of respondents are interested to deposit in the banks. And 42% of the respondents are interested to deposit in the ATM. But according to them it is more easy to deposit in the ATM rather than bank. But they are thinking about the security and depositing of their amount within a short time or not.

TABLE 4.6:- USAGE OF AT PAR CHEQUE FACILITY

OPINION YES NO TOTAL

NUMBER OF RESPONDENTS 62 48 110

PERCENTAGE OF RESPONDENTS 56 44 100

PIE CHART:

NO 44% YES 56%

INTREPRETATION:
The analysis reveals that 56% of the customers are availing the Facility of AT PAR CHEQUEs, but 44% of the customers are not availed of this AT PAR CHEQUE Facility. And AT PAR CHEQUE Facility is given only for the customers who are having monthly quarter balance of Rs.2,500 ( Charges Applicable) and Rs. 5,000 (Free of Charges)

TABLE 4.7:- DDS/ PAY ORDER USAGE FREQUENCY.

NUMBER OF RESPONDENTS 18 35 22 35 110 PERCENTAGE OF RESPONDENTS 16 32 20 32 100

FREQUENCY VERY OFTEN OFTEN NOW & THEN RARELY TOTAL

PIE CHART:
VERY OFTEN 16%

RARELY 32%

OFTEN 32% NOW & THEN 20%

INTREPRETATION:
From the above table, we can know that 16% of the customers are very often using the free DDs / pay orders and this free DDs / pay orders facility can be often and rarely used by 32% of the customers. And 20% of the customers are using this facility now and then. But according to survey, these free DDs / pay orders facility is mostly used by the business people.

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

Are you availing the cash/ cheque pick up facility CUSTOMER USAGE OF CASH /CHEQUE AVAILABLE NOT AVAILABLE TOTAL NUMBER OF RESPONDENTS 97 13 110 PERCENTAGE OF RESPONDENTS 88 12 100

PIE CHART:
YES 12%

NO 88%

INTREPRETATION:
The analysis reveals that 88% of the customers are not availing the cash/ cheque pick up facility. And 12% of the customers are availing are the cash/ cheque pick up facility.

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

Youre overall rating on current account Facilities? NUMBER OF RESPONDENTS VERY GOOD GOOD MODERATE NEEDS IMPROVEMENT TOTAL 0 19 55 36 110 PERCENTAGE OF RESPONDENTS 0 17.27 50 32.73 100

PIECHART :
GOOD 17.27%

MODERATE 50%

NEED IMPROVEMENT 32.73%

INTREPRETATION50% of the customers rated the current account facilities are

moderate, while 33% of the customers said that said that the current account facilities need to be improved; while no one have rated the current account facilities are very good

TABLE 4.10:-RATING OF THE BANKS CUSTOMER SERVICE.

Is ING Vysya Banks Customer service centre take action to make sure that every customer is a satisfied customer? NUMBER OF RESPONDENTS ALWAYS FREQUENTLY OCCASIONALLY NEVER TOTAL 22 36 39 13 110 PERCENTAGE OF RESPONDENTS 20 32 36 12 100

PIE CHART :
NEVER 12%

ALWAYS 20% OCCASIONALLY 36%

FREQUENTLY 32%

INTREPRETATION:
The survey reveals that 20% of respondents says that ING Vysya Bank customer service centre takes action to make every customer is satisfied customer but 32% of respondents says frequently the customer service centre take action. And 36% respondents says that occasionally the bank takes the action and only 12% says that the bank never take any action regarding the satisfaction of the customer.

TABLE 4.11PERFORMANCE OF THE CUSTOMER ENQUIRY CENTRE

Is ING Vysya Banks Customer enquiry centre works to the standards of customer care NUMBER OF RESPONDENTS ALWAYS FREQUENTLY OCCASIONALLY NEVER TOTAL 26 51 24 9 110 PERCENTAGE OF RESPONDENTS 24 46 22 8 100

PIE CHART :
NEVER 8% OCCASIONALLY 22% ALWAYS 24%

FREQUENTLY 46%

INTREPRETATION:
According to the primary data collected, 24% of the respondents say that customer enquiry centre always works to the standards of customer care. majority i.e..,46% of respondents says that frequently the bank reaches the standards of customers and22% of the respondents said that the bank occasionally reaches expectations of the customers. But only 8% of respondents says that the bank never reach their standards/ expectations.

TABLE 4.12:- SATISFACTION ABOUT THE TIMINGS OF THE BANK.

How do you feel about the timings of the bank? NUMBER OF RESPONDENTS COMFORTABLE GOOD ADJUSTABLE NEEDS SOME CHANGE TOTAL PIE CHART : 40 44 26 0 110 PERCENTAGE OF RESPONDENTS 36 40 24 0 100

ADJUSTABLE 24% COMFORTABLE 36% GOOD 40%

INTREPRETATION:
The primary data reveals that 40% of the customers said that the timings of the bank are good, while36% of the customers said that the timings are comfortable but none of the customers said that the timings have to be changed. But 24% of the respondents said that banks timings are adjustable

TABLE 4.13:- ABOUT THE PROVIDING OF INFORMATION.

Is ING Vysya bank Customer enquiry centre show that the customers NUMBER OF RESPONDENTS 26 40 26 PERCENTAGE OF RESPONDENTS 24 36 24

NEVER 16%

ALWAYS FREQUENTLY OCCASIONALLY

NEVER TOTAL

18 110

16 100

PIECHART:
ALWAYS 24%

OCCASIONALLY 24%

FREQUENTLY 36%

INTREPRETATION:
The analysis reveals that 24% of the customers said that the bank always gives value to their business, while 36% said that occasionally the bank gives the value to their business but 16% of the customers were not satisfied with the information from customer enquiry centre.

TABLE 4.14:- RATING OF ATM SECURITY.

NUMBER OF RESPONDENTS 57 44 9 0 110 PERCENTAGE OF RESPONDENTS 52 40 8 0 100

MODERATE 8%

EXCELLENT GOOD MODERATE NEEDS IMPROVEMENT TOTAL

PIE CHART:

EXCELLENT 52% GOOD 40%

INTREPRETATION:
52% of the customers rated the ATM security of the bank is excellent, while 8% of the customers rated the ATM security is moderate, but no one said that the security have to be improved. Where as 40% of respondents says that the security is good.

TABLE 4.15:- RATING OF EMPLOYEES ATTITUDE.

EMPLOYEES ATTITUDE HOSTILE CASUAL INDIFFERENT HELPING TOTAL NUMBER OF RESPONDENTS 33 46 18 13 110 PERCENTAGE OF RESPONDENTS 30 42 16 12 100

PIECHART:
HELPING 12% HOSTILE 30% INDIFFERENT 16%

CASUAL 42%

INTREPRETATION:
According to the primary data collected, 42% of the customers said that the employees are interactive while 30% of the customers said that employees are respectful but 4% of the customers said that employees behavior need to be improved where as 24% of respondents says that the employees behavior is effective.

Table 4.16 :- awareness about the compliant box/ grievance cell/ complaint
NUMBER OF RESPONDENTS YES NO TOTAL 79 31 110 PERCENTAGE OF RESPONDENTS 72 28 100

PIECHART:
NO 28%

YES 72%

INTREPRETATION:

Majority of the respondents i.e, 72% of respondents said that they are all aware of complaint box/ grievance cell/ complaint procedure. But 28% of respondents said they are not aware of these facilities.

TABLE 4.17:- ABOUT THE COMMENTS AND FEED BACK

Is ING Vysya Banks Customer service centre seeks customer comment and feedback. NUMBER OF RESPONDENTS ALWAYS FREQUENTLY OCCASIONALLY NEVER TOTAL 35 40 26 9 110 PERCENTAGE OF RESPONDENTS 32 36 24 8 100

PIE DIAGRAM:-

NEVER 8%

OCCASIONALLY 24%

ALWAYS 32%

FREQUENTLY 36%

INTREPRETATION:
The primary data reveals that 32% of respondents says that bank always seeks customer comments and feedback. And majority of respondents i.e, 36% customers says that the bank employees frequently seek the feedback and 24% of respondents said that the employees occasionally seeks the feedback and comments. But a few respondents i.e.., 8% says they never seek the feedback and comments.

CHAPTER-7
Findings, Suggestions & conclusion

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

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

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

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

Overall rating for current account is moderate.

Banks customer service is also rated good.

Relations maintained by the relationship manager are rated good.

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

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

Maximum number of respondents are satisfied with the employees behavior.

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

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

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

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

Increasing ATM centers.

ANNEXURE & BIBLIOGRAPHY

QUESTIONNAIRE
CUSTOMERS SATISFACTION ON SERVICES MARKETING MIX PROVIDING BY THE ING VYSYA BANK
RESPONDENT PROFILE:

1. (a) Occupation: A.Employees C.Businessman

( ) ( )

B. Student D.Others

( ) ( )

(b) Educational qualification: A.Below S.S.C C.Graduation (c) Annual income : A.Below 60,000/C. 1 lakh-2 lakh ( ) ( ) B.Between 60,000-1 lakh D.Above 2 lakh ( ) ( ) ( ) ( ) B.Intermediate D.Post Graduation ( ) ( )

(d) Association with ing vysya bank A.Below 1 year C.Above 15 years (e) Marital status A.Married ( ) B. Unmarried ( ) ( ) ( ) B.Between 1-15 years ( )

(f) Age A. 20-30 years C.40-60 years (g) Region A. Urban C.Rural (h) Gender A.Male ( ) B.Female ( ) ( ) ( ) B.Semiurban ( ) ( ) ( ) B. 30-40 years D. above 60 year ( ) ( )

2. What is the type of current account you are operating ? A.General C. Advantage ( ) ( ) B. Comfort D.Orange current ( ) ( )

3.What type of saving account you are operating ? A. Orange Saving ( ) C.Salary Account ( ) ( ) B.SB Variant D. General SB ( )

4.To withdraw cash you prefer ? A. Cheque ( ) B. ATM ( )

5. To deposit cash you prefer ? A.In the bank ( ) B. In the ATM ( )

6. Are availing the at par cheque facility ? A. Yes ( ) B. No ( )

7. How often do you use the free dds/ pay order in vysya bank ? A. Very Often C. Now& Then ( ) ( ) B.Often D. Rarely ( ) ( )

8. Are you availing the cash /cheque facility ? A. Available ( ) B. Not Available ( )

9. You are over-all rating on the current account facilities ? A. Very Good C.Moderate ( ) ( ) B. Good ( )

D. Needs Improvement ( )

10. Please rate our bank customere service ? A. Very Good C.Moderate ( ) ( ) B. Good ( )

D. Needs Improvement ( )

11. How do you feel about the timings of the bank ? A. Comfortable C. Adjustable ( ) ( ) B. Good ( )

D. Need Some Change ( )

12. Rate the information providing to the customers in the enquiry counter/ reception ? A. Excellent C. Moderate ( ) ( ) B. Good ( )

D. Needs Improvement ( )

13. Please rate ING VYSYA BANK ATM security A. Excellent C. Moderate ( ) ( ) B. Good ( )

D. Needs Improvement ( )

14. Please rate employees behavior with customers A. Hostile C. Indifferent ( ) ( ) B. Casual D. Helping ( ) ( )

15. Please enumerate any extra services required to your current account ? .. . 16. Please enumerate your suggestions / improvements to ING VYSYA BANK? .. 17. Would you like to refer any of your friends / relatives to ING VYSYA BANK ?

BIBLIOGRAPHY

TITLE OF THE BOOK

AUTHOR

Principles of Marketing

Philip kotler

Marketing management

cundiff and still

WEBSITES :

www.ingvysyabank.com www.bankingindia.com www.wikipedia.com