TITLE OF RESEARCH PROJECT

A STUDY TO MAKE COMPARATIVE ANALYSIS OF

DIFFERENT BANKS SAVING ACCOUNT

ACKNOWLEDGEMENT
Presenting a Summer Training project of this type is an arduous task, demanding a lot of time. I cannot in full measure reciprocate the kindness shown and contribution made by various persons in this endeavor. I will remember all of them with gratitude. My sincere thanks towards Mr. Manoj Gupta(Branch Manager Ambikapur Branch) for giving me a chance to take this project and for his valuable guidance, which helped me on all those points, which I needed to include in, with full intensity , for his significant support extended for the successful completion of the project I am very grateful to my Project Guide Ms.Leena Dam, for his excellent guidance and encouragement in the completion of my project work I am always grateful to my God, for always being with me and showing me the right ways, my family members, for always doing favors to me and my friends and colleagues consistently helped with encouragement and criticism throughout the project work, for always lifting my sights to higher vision, raising my personality beyond normal limitation and for realizing me my strengths and potential, specially my sister, as I did not always welcome her exhortation, try again; you can do better. But this project owes a great deal to it and so do I.

FORMAT OF CERTIFICATE FROM THE COLLEGE

This is to certify that Mr./Ms. --------------------------------------- is a bonafide student of this institute and has successfully completed his project entitled ___________________________________________________________ __________________________________________________________ at ____________________________________ for partial fulfillment of course Post Graduate Diploma in Management (Marketing) from Indira School of Business Studies.

Dr. Pandit Malli Director, IIMP

Prof. ___________ Internal Guide

**********************

FORMAT OF COMPLETEION CERTIFICATE FROM THE COMPANY (Company s Letterhead)

This is to certify that Mr./Ms. __________________________student of Post Graduate Diploma in Management from Indira Institute Of Management has satisfactorily completed his/her project work entitled ___________________________________________________________ ___________________________________________________________ __ in ___________________Department of _____________________ from _____to_______.

Authorized Signature

**********************

EXECUTIVE SUMMARY
A Study to make Comparative Analysis of different banks Saving Account

The main objective of the study was to find out saving account potential in todays market across Ambikapur City and also to find out various factor on which HDFC Bank lags/leads. As a part of my study I covered most of the areas in and around Ambikapur City. The sampling technique used for this study was simple rando m sampling and the sample size was 100. The tool which is used to analyze the data was simple average method and the datas were put in tabular form as well as in chart form also. The project is divided into two parts first part included estimating potential of savings bank account which was done by working in the Sales Department of the organization which included field visits to prospects house with the Team Leader of HDFC Sales team and also, telephonic conversation and cold calling with customers. The second part of the project which was based on first part included identifying various factor on which HDFC Bank lead/lags and hence making a comparative analysis of different banks saving account.

CONCLUSION FORMALISED

AND

RECOMMENDATIONS

ARE

STILL

HAVE

TO

TABLE OF CONTENTS

SN 1 2 3

Contents Introduction Industry / Company overview Review of Literature/ Theoretical Background

Pg No

4 5 6 7 8 9

Objectives Research Methodology Data Analysis , Results and Interpretation Conclusions Limitations of the project Recommendations

INDUSTRY OVERVIEW
a.) Origin and development of the industry:-

Banking in India originated in the first decade of 18th century. The first banks were The General Bank of India , which started in 1786, and Bank of Hindustan, both of which are now defunct. The oldest bank in existence in India is the State Bank of India, which originated in the "The Bank of Bengal" in Calcutta in June 1806. This was one of the three presidency banks, the other two being the Bank of Bombay and the Bank of Madras. The presidency banks were established under charters from the British East India Company. They merged in 1925 to form the Imperial Bank of India, which, upon India's independence, became the State Bank of India. For many years the Presidency banks acted as quasi-central banks, as did their successors. The Reserve Bank of India formally took on the responsibility of regulating the Indian banking sector from 1935. After India's independence in 1947, the Reserve Bank was nationalized and given broader powers.

b. Growth and present status of the industry:Currently (2009), banking in India is generally fairly mature in terms of supply, product range and reach-even though reach in rural India still remains a challenge for the private sector and foreign banks. In terms of quality of assets and capital adequacy, Indian banks are considered to have clean, strong and transparent balance sheets relative to other banks in comparable economies in its region. The Reserve Bank of India is an autonomous body, with minimal pressure from the government. The stated policy of the Bank on the Indian Rupee is to manage volatility but without any fixed exchange rate and this has mostly been true. With the growth in the Indian economy expected to be strong for quite some time -especially in its services sector-the

demand for banking services, especially retail banking, mortgages and investment services are expected to be strong. One may also expect M&As, takeovers, and asset sales. Currently, India has 88 scheduled commercial b anks (SCBs) - 27 public sector banks (that is with the Government of India holding a stake)after merger of New Bank of India in Punjab National Bank in 1993, 29 private banks (these do not have government stake; they may be publicly listed and traded on stock exchanges) and 31 foreign banks. They have a combined network of over 53,000 branches and 17,000 ATMs. According to a report by ICRA Limited, a rating agency, the public sector banks hold over 75 percent of total assets of the banking industry, with the private and foreign banks holding 18.2% and 6.5% respectively.

Important data on Banking Sector:

Q3 GDP growth of Banking sector is 6.8% in 2009. at 18%.

RBIs projection for credit and deposit growth for FY10

Strong capacity utilization in sectors like Auto, Steel, cement, real estate, etc. CRR: 5.75% as per RBI policy declared on 29th Jan 2010. Increased by 75 BPS. Repo Rate: 4.75%; Reverse Repo: 3.25%.

COMPANY OVERVIEW
Origin of the Organization:-

Housing Development Finance Corporation Limited, more popularly known as HDFC Bank Ltd, was established in the year 1994, as a part of the liberalization of the Indian Banking Industry by Reserve Bank of India (RBI). It was one of the first banks to receive an 'in principle' approval from RBI, for setting up a bank in the private sector. The bank was incorporat ed with the name 'HDFC Bank Limited', with its registered office in Mumbai. The following year, it started its operations as a Scheduled Commercial Bank.

The Bank was Incorporated on 30th August 1994. A new private sector Bank promoted by housing Development Corporation Ltd. (HDFC), a premier housing finance company. The bank is the first of its kind to receive an in principle approval from the RBI for establishment of a bank in the private sector. Certificate of Commencement of Business was received on 10th The Bank transacts both traditional commercial

October 1994 from RBI.

banking as well as investment banking. HDFC, the promoter of the bank has entered into an agreement with National Westminister Bank Pc. and its subsidiaries (Nat west Group) for subscribing 20% of the banks issued capital and providing technical assistance in relation to the banks proposed banking business.

March 2007

March 2008

March 2009

March 2010

Citied Branches ATMs

228 535 1323

316 684 1605

452 1412 3275

590 1725 4232

Present Status of the Organization:-

Capital Structure

As on 31st March, 2010 the authorized share capital of the Bank is Rs. 550 crore. The paid-up capital as on said date is Rs. 457,74,32,720/ (45,77,43,272 equity shares of Rs. 10/ - each). The HDFC Group holds 23.73 % of the Bank's equity and about 16.97 % of the equity is held by the ADS Depository (in respect of the bank's American Deposit ory Shares (ADS) Issue). 26.59 % of the equity is held by Foreign Institutional Investors (FIIs) and the Bank has about 4,41,347 shareholders.

Product and service profile of the organization:HDFC Bank offers a bunch of products and services to meet the every need of the people. The company cares for both, individuals as well as corporate and small and medium enterprises. For individuals, the company has a range accounts, investment, and pension scheme, different types of loans and cards

that assist the customers. The customers can choose the suitable one from a range of products which will suit their life -stage and needs. For organizations the company has a host of customized solutions that range from Funded services, Non-funded services, Value addition services, Mutual fund etc. These affordable plans apart from providing long term value to the employees help in enhancing Goodwill of the company. The products of the company are categorized into various sections which are as follows: Personal Banking Salary Accounts Fixed Deposits Safe Deposit Lockers Credit Cards Prepaid Cards Forex Services NetBanking MobileBanking ATM NRI Banking Rupee Saving Account Foreign Currency Deposits Savings Accounts Saving Accounts Demat Account Loans Debit Cards Investments & Insurance Payment Services InstaAlerts InstaQuery PhoneBanking Rupee Savings Accounts Rupee Fixed Deposits Accounts for Returning Indians

India Link (Middle East, Africa)

Coequal Lock Box

Quick remit (North America, UK, Europe, Southeast Asia) In todays world many companies have emerged who have taken a serious note on the importance of market research and he advantages of using it for the better growth and development of the company. Hence, our competitors are those companys who are in the market research and development field as well as the consultancies, since they also make use of market research and business developers.

LITERATURE REVIEW

Introduction
The global trend towards consolidation in the financial sector has focused the attention of policymakers on its potential economic consequences. This can be daunting, because the range of issues is expansive and the economic literature is by no means conclusive. To appropriately address consolidation, policy-makers need to consider how it could affect their overall objective for the financial system, which is to maximize social welfare. Although the financial system comprises financial institutions, financial markets, and infrastructure arrangements such as the clearing and settlement systems, this paper focuses on financial institutions, specifically banks. To understand how the banking system can contribute to social welfare, consider the function of banks. They provide financial services necessary for enterprises and consumers to undertake their business: among other things, they provide a means to hold and exchange financial assets, they intermediate savings to productive investment through the supply of credit to businesses and consumers, and they enable risk-sharing. Efficient functioning of these activities contributes to economic growth. Indeed, the fundamental importance to growth of a well-functioning financial system generally, and of a banking sector specifically, has been established for some time in the empirical literature on growth .

1. CUSTOMER RELATIONSHIP MANAGEMENT:

Today, many businesses such as banks, insurance companies, and other service providers realize the importance of Customer Relationship

Management (CRM) and its potential to help them acquire new customers,

retain existing ones and maximize their lifetime value. At this point, close relationship with customers will require a strong coordination between IT and marketing departments to provide a long -term retention of selected customers. This paper deals with the role of Customer Relationship Management in banking sector and the need for Customer Relationship Management to increase customer value by using some analitycal methods in CRM applications. 1.1 CRM Objectives in Banking Sector The idea of CRM is that it helps businesses use technology and human resources gain insight into the behavior of customers and the value of those customers. If it works as hoped, a business can: provide better customer service, make call centers more efficient, cross sell products more effectively, help sales staff close deals faster, simplify marketing and sales processes, discover new customers, and increase customer revenues. It doesn't happen by simply buying software and installing it. For CRM to be truly effective, an organization must first decide what kind of customer information it is looking for and it must decide what it intends to do with that information. For example, many financial institutions keep track of customers' life stages in order to market appropriate banking products like mortgages or IRAs to them at the right time to fit their needs. Next, the organization must look into all of the different ways information about customers comes into a business, w here and how this data is stored and how it is currently used. One company, for instance, may interact with customers in a myriad of different ways including mail campaigns, Web sites, brick-and-mortar stores, call centers, mobile sales force staff and marketing and advertising efforts. Solid CRM systems link up

each of these points. This collected data flows between operational systems (like sales and inventory systems) and analytical systems that can help sort through these records for patterns. Company analysts can then comb through the data to obtain a holistic view of each customer and pinpoint areas where better services are needed. In CRM projects, following data should be collected to run process engine: 1) Responses to campaigns 2) Shipping and fulfillment dates 3)Sales and purchase data 4) Account information 5) Web registration data 6) Service and support records 7) Demographic data 8) Web sales data.

2. CUSTOMER SATISFACTION IN BANKING SECTOR

Banking operations are becoming increasingly customer dictated. The demand for 'banking supermalls' offering one-stop integrated financial services is well on the rise. The ability of banks to offer clients access to several markets for different classes of financial instruments has become a valuable competitive edge. Convergence in the industry to cater to the changing demographic expectations is now more than evident.

Bancassurance and other forms of cross selling and strategic alliances will soon alter the business dynamics of banks and fuel the process of consolidation for increased scope of business and revenue. The thrust on

farm sector, health sector and services offers several investment linkages. In short, the domestic economy is an increasing pie w hich offers extensive economies of scale that only large banks will be in a position to tap. With the phenomenal increase in the country's population and the increased demand for banking services; speed, service quality and customer satisfaction are going to be key differentiators for each bank's future success. Thus it is imperative for banks to get useful feedback on their actual response time and customer service quality aspects of retail banking, which in turn will help them take positive steps to maint ain a competitive edge

2.1 The Need to Measure Customer Satisfaction:

Satisfied customers are central to optimal performance and financial returns. In many places in the world, business organizations have been elevating the role of the customer to that of a key stakeholder over the past twenty years. Customers are viewed as a group whose satisfaction with the enterprise must be incorporated in strategic planning efforts. Forward-looking companies are finding value in directly measuring and tracking customer satisfaction (CS) as an important strategic success indicator. Evidence is mounting that placing a high priority on CS is critical to improved organizational performance in a global marketplace.

With better understanding of customers' perceptions, companies can determine the actions required to meet the customers' needs. They can identify their own strengths and weaknesses, where they stand in compa rison to their competitors, chart out path future progress and improvement. Customer satisfaction measurement helps to promote an increased focus on

customer outcomes and stimulate improvements in the work practices and processes used within the company.

3. TECHNOLOGY IN BANKING SECTOR

The Banking sector in India has experienced a rapid transformation. Just about a decade back this sector was limited to the sarkari (read nationalized) and co-operative banks. Then came the multi-national banks, but

these were confined to serving an elite few. One could regard the past as the 'medieval ages' in the banking industry, wherein every branch of the same bank acted as an independent information silo, and multi-channel banking (ATMs, Net banking, tele-banking, etc) was almost non-existent. 3.1 Pressing issues

Today banks have to look much beyond just providing a multi -channel service platform for its customers. There are other pressing issues that banks need to address in order to chalk-out a roadmap for the future. Here are the top three concerns in the mind of every bank's CEO. 3.1.1 Customer retention: Customer retention is one of the main priorities for banks today. With the entry of new players and multiple channels, customers have become more discerning and less 'loyal' to banks. Given the various options, it is now possible to open a new account wit hin minutes. Or for that matter shift accounts within a couple of hours. This makes it imperative that banks provide best levels of service to ensure customer satisfaction.

3.1.2 Cost pressures: Cost pressures come into play when banks are not able to afford the cost of a certain service or initiative although they want to or need to have it in place. This is primarily because the cost structure at the backend is not efficient enough to offer that kind of service to the marketplace.
As Gunit Chadha, MD & CEO, IDBI Bank puts it, "In today's world of narrowing margins, a serious look at costs is definitely an imperative."

3.1.3 Increased competition: The entry of new players into the banking space is leading to increased competition. A recent example would be of Kotak Mahindra Finance Limited (KMFL)a financial services company focused on investment consulting, auto finance, insurance, etcmorphing into Kotak Bank. Many other such players are waiting on the sidelines.

Technology makes it easier for any company with the right channel infrastructure and money reserves to get into banking. This has been one of the major reasons behind this kind of competition from players who do not have a banking background. Kotak Bank overcame the initial costs of setting up its own ATM network by getting into a sharing agreement with UTI bank . 3.2 REDEFINING OBJECTIVES

To cope with cost pressures and increased competition as well as to retain existing customers, banks have started venturing into newer territories.

This is one of the main reasons why banks are focused on retail banking in a big way. The main advantage of getting into retail banking is that the risks involved are lesser in this segment. There are lower Non Performing Assets

(NPAs) in retail banking. This is one of the reasons why loans such as those for housing, automotive, etc are being touted by banks like never before. Credit cards and debit cards is another focus area for banks. With this banks have redefined their business priorities. They are now focuse d on:

y y y

Cost reduction Product differentiation Customer-centric services

Although the ways in which banks implement these vary, the underlying objectives remain the same. 3.2.1 Cost reductions

Reduced costs basically translate to higher profit margins. If banks can reduce costs, it can go a long way in increasing profits. The focus is on increasing the profit margins by cutting costs where it matterson the operations side. Banks have woken up to the fact that they need to get into shape fast in order to h andle competition. "Banks have been increasingly facing sliding margins and fierce competition. It is imperative for them to increase the volumes and reduce the cost of operations," says K.P. Padmakumar, Chairman, Federal Bank.

3.2.2 Differentiation

The customer is interested in how he/she can benefit from the bank and its products. That's why it becomes necessary for a bank to differentiate its products from the others. Some of the ways in which differentiation can be introduced are through specializatio n, new products, and increasing the added value. Specialization basically means that the bank gets involved only in selected areas. For example, the bank might be getting involved only in housing finance. Or, it could be limiting its services just for corporate banking clients. Another way to specialize could be by handling just specific sets of portfolios.

Banks can differentiate themselves by adding new products to their range of services. This will provide the bank with better yields per contact. Increa sing the added value of products is another way of differentiation for banks. Operational excellence is also a key factor in effective differentiation from the competition.

3.2.3 Customer-centric model

Indian banks have realized that it no longer pays to h ave a 'transaction-based' operating model. This has led to the development of a relationship oriented model of operations focusing on customer -centric services. While banks have to ensure product superiority and operational excellence, the biggest challenge today is to establish customer intimacy without which the other two are meaningless.

OBJECTIVES OF RESEARCH PROJECT:

TO FIND OUT

 SAVINGS ACCOUNT POTENTIAL IN TODAYS MARKET AS A WHOLE.  VARIOUS FACTORS OF SAVING ACCOUNT ON WHICH HDFC BANK LAGS/LEADS.  REQUIREMENTS OF THE CUSTOMER BY SEGMENTING THEM ON THE BASIS OF: 1. AGE 2. SEX 3. PROFESSION 4. MONTHLY INCOME

RESEARCH METHODOLOGY

Research Design and Methodology

Research Design
The research design constitutes the blueprint for the collection, measurement and analysis of the data. Basically research design is the plan and structure of investigation, so conceived as to obtain answers to the research questions.The kind of research design used for the completion of the project study is Descriptive Research Descriptive Study- Descriptive research studies are those studies which are concerned with describing the characteristics of a particular individual or a group. Studies concerned with specific predictions, with narration of facts and characteristics concerning the individual or group are example of descriptive research study .

Data Collection:
Primary data source: All the people from different profession will be personally visited and interviewed. They are the main source of Primary data. The method of collection of primary data was direct personal interview through a structured questionnaire.

SAMPLING PLAN: Since it is not possible to study whole universe, it becomes necessary to take sample from the universe to know about its characteristics. Sampling Units: Customers Sample Technique: Random Sampling. Research Instrument: Structured Questionnaire. Contact Method: Personal Interview Sample Size: My sample size for this project is 100 respondents.

RESEARCH LIMITATIONS: It is not possible to understand thoroughly about the different marketing aspects of the Financial Consultant within 60 days. As stipend, money is not given it is difficult to continue the project work. All the work is limited in some limited areas of Ambikapur so the findings should not be generalized. All the findings and conclusions obtained are based on the survey done in the working area within the time limit. I will try to select the sample representative of the whole group during my job training. I will collect data from people linked with different profession at Pune.

DATA ANALYSIS, RESULTS AND INTERPRETATION

Q2. If yes, from which bank you avail services of saving account?

Bank ICICI HDFC SBI HSBC OTHERS Total

Frequency 26 44 19 6 5 100

Percentage 26% 44% 19% 6% 5% 100%

Frequency chart for customers of different banks

44 45

40 35
30

26
19

25
20 15

10
5 0 ICICI HDFC SBI HSBC

OTHERS

Out of 100 respondents, 26 responded to ICICI, 44 to HDFC, 19 to SBI, 6 to HSBC, 5 to OTHERS.

Q3. What average quarterly figure you maintain in your saving account?

Income Below 10,000 10,000 to 25,000 25,000 to 50,000 50,000 to 1,00,000 1,00,000 and above Total

Value 19 24 33 15 9 100

Percentage 19% 24% 33% 15% 9% 100%

Chart showing frequency against income level

33 35 30 25 20 15 10 5 0 24

19
15 9

Below 10,000

10,000 to 25,000

25,000 to 50,000

50,000 to 1,00,000

1,00,000 and above

Out of 100 respondents, 19 responded to Below 10,000, 24 to 10,000 to 25,000 , 33 to 25,000 to 50,000 , 15 to 50,000 to 1,00,000 , 9 to 1,00,000 and above..

Q4. Which Factors do you consider for opening a saving Account?

Factors Accessibility Minimum Balance DD/ Pay Order Cheque Pick up Net Banking At Par Cheques Total

Frequency 16 64 6 7 5 2 100

Percentage 16% 64% 6% 7% 5% 2% 100%

Frequency Chart Of Customer Preferences While Opening Account

70 60
50 40 64

30
20

16 6 7 5 2

10

ibilit

inimum alan

DD/ Pa Ord r

Ch qu Pi k N t anking up

Out of 100 respondents, 16 responded to Accessibility , 64 to Minimum balance , 6 to DD / Pay order , 7 to Cheque pick up ,5 to Net banking, 2 to At par cheque.

At Par Ch qu

Q5. Which mode of transaction do you avail frequently?

Mode of Transaction Cheque DD Pay Order Total

Frequency 71 20 9 100

Percentage 71% 20% 9% 100%

Fequency chart showing mode of transactions

71

80 60 40
20 0

20
9

Cheque

DD

Pay Order

Out of 100 respondents, 71 responded to Cheque, 20 to DD , 9 to Pay order.

Q6 Which type of transaction do you make?

Transaction Area Inter city Intra city Both Total

Frequency 15 43 42 100

Percentage 15 43 42 100

Frequency Chart Showing Transaction Type

43 42

45 40 35 30 25 20 15 10 5 0

15

Out of 100 respondents, 15 responded to Inter city , 43 to Intra city , 42 to Both.

Q7. What are the reasons behind using services of your bank?

Int r it

Intra it

th

Factors Good Customer Support Low charges Fast Service Easily Available Total

Frequency 5 35 30 30 100

Percentage 5% 35% 30% 30% 100%

Frequency Chart Showing Factors Why A Customer avail services of their bank
35 35 30 25 20 15 10 5 0
 

30

30

Out of 100 respondents, 5 responded to Good customer support , 35 to low charges , 30 to fast service , 30 to easily available.

Q8F In scale of 1 to 5 where do you rate your bank in terms of tors

  

    





  

d Cu t m r upp rt

w harg

at

r i

Ea il A ailabl

Factors Factors Customer Support Charges Fast Service Availability Products Rate 1 3 6 2 7 0 Rate 2 12 21 19 16 25 Rate 3 27 33 29 17 45 Rate 4 38 27 23 33 22 Rate 5 20 13 27 27 8 Total 100 100 100 100 100

Frequency Chart Showing Rating

45 45 38 33 33

40 35 0
25

27 20 21

27

29

27

27 25 Rate 1
22 Rate 2 Rate 3 Rate 4

23
19

20 15 12 6 3

16 17 13 7 2 0
8

Rate 5

10 5 0
Customer Support

Charges

Fast Service

Availability

Products

9. If some other bank give you better services in all the above terms would you like to switch?

fre

e c

art Showing c stomer switch with better service

57

60 50 40

43

20 10 0 Yes No

Out of 100 respondents, 43 responded YES and 57 to NO.

QUESTIONNAIRE

30

Ser es1

The purpose of this questionnaire is to do a COMPARATIVE ANALYSIS OF

DIFFERENT BANKS SAVING ACCOUNT

(Wherever justified tick the most appropriate option)

Section A Personal Informational

1.) Name : 2.) Age : 3.) Sex: a) Female b) Male

4.) Profession: a) Student c) Business e) Housewife b) Service d) Retired

5.) Income Range (Annual) a) Upto 1,50,000 b) 3,00,000 to 6,00,000 c) Above 12,00,000 d) 1,50,000 to 3,00,000 e) 6,00,000 to 12,00,000

Section B

1. Do you have a saving Account?

a) Yes b) No

2. If yes, from which bank you avail services of saving account? a) ICICI b) HDFC c) HSBC d) STATE BANK e) OTHER

3.

What average quarterly figure you maintain in your saving account? a) Below 10,000 b) 10,000 to 25,000 c) 25,000 to 50,000 d) 50,000 to 1,00,000 e) 1,00,000 and above

4.

Which Factors do you consider for opening a saving Account ? a) Accessibility b) Minimum Balance c) DD/ Pay Order d) Free Cheque e) Debit Card f) Cash Deposit g) h) i) j) k) l) Cheque Pick up Net Banking Mobile Banking At Par Cheques NEFT RTGS

5. Which mode of transaction do you avail frequently? a) Cheque

b) DD c) Pay Order

6. Which type of transaction do you make? a) Inter city b) Intra city c) Both

7.

What are the reasons behind using services of your bank? a) Good Customer Support b) Low charges c) Fast service d) Easily Available

8. In scale of 1 to 5 where do you rate your bank in terms of : b) Customer Services c) Charges d) Timings e) Availability f) Product

9. If some other bank give you better services in all the above terms would you like to switch? a. Yes b. No

10. What are the additional Benefits do you expect from a Saving Account?