A

PROJECT ON

OF
The Department Of Business Administration
In Partial Fulfillment of the
Requirement for the Award of the Deree of BBA
!u"mitted to #$ !u"mitted "%#$
Dr& A'IT ()PTA *IP)+
A!!I!TANT PROFE!!OR BBA,'AI'!
'A-ARAJA A(RA!EN IN!TIT)TE OF 'ANA(E'ENT !T)DIE!
!ECTOR ../ RO-INI NE0 DE+-I
1Affiliated to (&(&!&I&P& )ni2ersit%/ 3ashmere ate/ New Delhi4
PREFACE
The proj ect was undertaken to study the Indian Banking Industry in
reference to one of the basic services provided by the Banks.
Various theory and practical aspects were studied in regard to this
proj ect. The Proj ect tries to highlight the role of todays banking
st yl e. Various parameters were anal yed to know the current status
of the Indian Banking Industry and the various products of the
!itibank.
AC3NO0+ED(E'ENT
"obody is born perfect in himself# it is some timely guidance$ proper teaching and
blessings by well wishers and seniors around us who give me perfection and skills
to make my self prepared to walk on the path of success%
&y project work$ which is the first step of mine in the fields of professionalism$
has been successfully accomplished$ due to co'operative efforts of friends and
colleagues together.
I would like to pay my sincere gratitude and thanks to those people$ who directed
me at every step in the project work. I would like to thank our respected director.
&r.( ( !haturvedi$ who allowed me to undertake this project and provided his
valuable guidance in doing.
I e)tend my sincere thank and gratitude to (r. *&IT +,PT*$ internal faculty$
&*I&-$ for her help and valuable support throughout the term of the project. It
was a learning e)perience to work under his guidance.
I would also like to thank the faculty member and staff member of &*I&- for
their kind support and help during the project.
*IP)+ BENI0A+
TAB+E OF CONTENT!
!ertificate
Preface
*cknowledgement
5& .)ecutive -ummary
.& /bjectives
6& Banking -ystem in India
7& *bout !itibank
Introduction
0ow !itigroup is organied
!itibank 1aises Base 1ate
!itibank$ ".*. (eclares (ividends
!itigroup *nnounces
!orporate &anagement !hanges in /2T
!reation of "ew /perating !ommittee
!itigroup *ppoints 3ead (irector
8& !itigroup Product 3ines
!ards
!onsumer 4inance
1etail Banking
!apital &arkets 2 Banking
+lobal Transaction -ervices
-mith Barney
Private Bank
*sset &anagement
*lternative Investments
9& !itigroup 1egions
:& !Itigroup Brands
5;&-hared 1esponsibilities
55& 1esearch methodology
1ationale
/bjective
1esearch design
1esearch instrument
&ethod of data collection
-ample sie planning
5uestionnaire method
&ethodology of sampling
5.&*nalysis of 6uestionnaire
56&!onclusion
57&3imitations
58&1ecommendations
5<&Bibliography.
OBJECTI*E!
To study the consumers perceptions about various banks.
To know the level of awareness among consumers about !itibank.
To make people know about the various products offered by !itibank.
To know the interest level of the consumers to get associated with
!itibank.
To collect various suggestions from consumers to make !itibank better
one.
E=EC)TI*E !)''AR>
The project was undertaken to study the various aspects of the Indian Banking Industry
with a special focus on !itibank and to understand the role of Banking -ector in the
smooth functioning of the Indian economy.
FINDIN(!
PRO!PECT!
&arket focus is shifting from mass banking to class banking.
Introduction of customied and value added products.
4oreign banks have a major role to play.
.ntry of local private players is increasing.
.ntry of banks into various other financial products.
CON!TRAINT!
Verification laws play a major role in the Banking Industry.
4oreign sector focusing on other investment options.
Banks$ which are old$ still not introduced to !ustomer 1elationship
&anagement.
1esources are not being fully utilied.
Banks need to set up separate divisions for taking care of the problems apart from the
phone Banking -ervices.
BAN3IN( !>!TE' IN INDIA
INTROD)CTION
The 1eserve Bank of India 71BI8 Is Indias central bank. Though the banking industry is
currently dominated by public sector banks$ numerous private 2 foreign banks e)ist.
Indias government'owned banks dominate the market# their performance has been
mi)ed$ with a few being consistently profitable. -everal
public sector banks are being restructured$ 2 in some the governments either already has
or have plans to offload a chunk of its e6uity capital.

Banking India has an e)tensive banking network$ in both rural 2 urban areas. *ll large
Indian banks are nationalied$ 2 all Indian financial institutions are in public sector.
INDIAN BAN3IN( !>!TE'
The banking system 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 cooperative and special purpose rural banks.
PRI*ATE AND FOREI(N BAN3!
The 1BI has granted operating approval to a few privately owned domestic banks$ of
these many commenced banking business. 4oreign banks operate more than 9:; branches
in India. The entry of foreign banks is based on reciprocity$ economic 2 political bilateral
relations. *n inter departmental committee approves applications for entry 2 e)pansion.
CAPITA+ ADE?)AC> NOR'!
4oreign banks were re6uired to achieve an <= capital ade6uacy norm by march 9>>?$
while Indian banks with overseas branches had until march 9>>: to meet the target. *ll
other banks had to do so by march 9>>@ .The banking sector is to be used as a model
opening up of Indias insurance sector to private domestic and foreign participants $ while
keeping the national insurance companies in operation
RE!ER*E BAN3 OF INDIA !>!TE'
The reserve bank of India is the !entral Banking Institution. It is the sole authority for
issuing bank notes and the supervisory body for banking operations in India. It supervises
and administers e)change control and banking regulations$ and administers the
governments monitory policy. It is also responsible for granting licenses. -everal
licenses for private banks have been approved. (espite fairly broad banking coverage
nationwide$ the financial system remains inaccessible to the poorest people in India.
!C-ED)+ED AND NON$!C-ED)+ED BAN3!
There are appro). <; scheduled commercial banks $ Indian and foreign # almost A;;
regional rural banks # more than ?:; central cooperative banks $ A; land development
banks $ and a no. of primary agricultural credit societies . In terms of business$ the public
sector banks dominate the banking sector.
+OCA+ FINANCIN(
*ll sources of local financing are available to foreign' participation companies
incorporated in India$ regardless of the e)tent of foreign participation. ,nder foreign
e)change regulations$ foreigners and non'residents$ including foreign companies$ re6uire
the permission of the 1eserve Bank of India to borrow from a person or company
resident in India.
RE()+ATION! ON FOREI(N BAN3!
4oreign banks in India are subject to the same regulations as scheduled banks. They are
permitted to accept deposits and provide credit in accordance with the banking laws and
1BI regulations. !urrently about A: foreign banks are licensed to operate in India.
4oreign bank branches in India finance trade through their global networks.
RE!ER*E BAN3 RE!TRICTION
The 1eserve Bank of India lays down restrictions on bank lending and other activities
with large companies. These restrictions$ popularly known as Bconsortium guidelinesC
seem to have outlived their usefulness$ because they hinder the availability of credit to
the non'food sector and at the same time do not foster competition between banks.
INDIAN *s FOREI(N BAN3!
&ost Indian banks are well behind foreign banks in the area of customer funds transfer
and clearing system. They are hugely over'staffed and are unlikely to be able to compete
with the new private banks that are now entering the market. Dhile these new banks and
foreign banks still face restrictions in their activities. They are well capitalied $ use
modern e6uipment and attract high caliber employees.

(O*ERN'ENT AND RE!ER*E BAN3 OF INDIA RE()+ATION! .
*ll commercial banks face stiff restrictions on the use of both their assets and liabilities.
E;= of loans must be directed to Bpriority sectorsC 2 the high li6uidity ratio and cash
reserve re6uirements severely limit the availability of deposits for lending.
The 1BI re6uires that domestic Indian banks make E;= of their loans at concessional
rates to priority sectors selected by the government. These sectors consist largely of
agricultural$ e)porters$ and small businesses. -ince Fuly 9>>?$ foreign banks have been
re6uired to make ?A= of their loans to these priority sectors. Dithin the target of ?A= $ A
sub targets for loans to the small scale sectors 7minimum of 9;=8 and e)ports 7minimum
of 9A=8 have been fi)ed . 4oreign Banks$ however$ are not re6uired to open branches in
rural areas$ or to make loans to the agricultural sectors. !ommercial banks lend G< billion
in the Indian financial year 9>>H I>< $up sharply from G E.E billion in the previous year
NEED FOR TODA>
(ebates on Indias slowdown focus on the manufacturing sector which is dangerously
misleadingJ one of the biggest areas of worry about Indias economic slowdown is being
ignored K the systematic flaw of Indias banking sector. -tories about the real health of
Indian banks get less publicied because banks are still overwhelmingly owned$
controlled and directed by the government$ i.e.$ the ministry of finance. Banks have no
effective mouthpiece either.
F)T)RE
/ne more reason being the opacity of the The 1eserve Bank of India. This does not mean
a forecast of doom for the Indian Banking sector the kind that has washed out south east
*sia. *nd also not because Indian banks are healthy. De still have no clue about the real
non'performing assets of financial institutions and banks. &any banks are now listed that
puts additional responsibility of sharing information. It is now clear that it was the
financial sector that caused the sensational meltdown of some *sian nations. India is not
Thailand$ Indonesia and Lorea. Borrowed investment in property in India is low and
property prices have already fallen$ letting out steam gently. /ur micro'meltdown has
already been happening.
Ban@in !%stem In India
IntroduAtion
The 1eserve Bank of India 71BI8 is Indias central bank. Though the banking industry is
currently dominated by public sector banks$ numerous private and foreign banks e)ist.
Indias government'owned banks dominate the market. Their performance has been
mi)ed$ with a few being consistently profitable. -everal public sector banks are being
restructured$ and in some the government either already has or will reduce its ownership.
There has been a major shift in the mind set of the Indian Investors and the Private
players which includes starting from small financial institutions 7both Indian and
4oreign8 to big !orporate players who now take into consideration various new factors
before developing any kind of professional relationship with them.
De have also seen that era when it was only the banks who were there as the ultimate
place for the small investors to pool their funds$ but the scene today is entirely different
what was earlier. !onsumer today has a wide number of choices to go for.
If we go for the theory point of view banks are commercial enterprises which deal in
finances$ financial instruments and provide various financial services for a price known
as interest$ discount$ commission$ fee$ etc.
*ccording to the Indian Banking 1egulation *ct 9>E>$ banking means Baccepting
deposits may be repayable on demand or otherwise and may be withdrawn by che6ue$
draft$ order$ or otherwise.
B*"LI"+ in India has an e)tensive banking network$ in both urban and rural areas. *ll
large Indian banks are nationalied$ and all Indian financial institutions are in the public
sectors.
BAN3! OF INDIA
India today possesses a fine network of Banking Institutions catering to the diverse needs
of various sectors of the economy. *t the time of independence we had a few financial
intermediaries like the commercial banks and the cooperative banks. 1eserve Bank of
India had come into e)istence in 9>?: as the central bank and the monetary authority of
the country. Indigenous bankers known by different names used to cater to the needs of
the vast population in the unorganied sector of the Indian economy.
*fter attaining independence a necessity was felt to establish new financial institutions
both at the ape) level and the grass root level. (evelopment banks were the first to be set
up both at the ape) and the grass root level.
IN!TIT)TION! AT T-E APE= +E*E+
Reser2e Ban@ of India
Industrial development bank of India 7I(BI8
"ational Bank for *griculture and 1ural (evelopment7"*B*1(8
.)port Import Bank of India7.)im Bank8
"ational 0ousing Bank 7"0B8
1eserve Bank enjoys a uni6ue position in the Indian financial system. It performs the
functions as the banker to the government.
DE*E+OP'ENT BAN3!
A++ INDIA +E*E+ J
Industrial (evelopment Bank of India .
-I(BI
I!I!I 3T(.
I4!I 3T(.
IIBI 3T(
!TATE +E*E+ J
-tate 4inancial !orporations
-tate Industrial (evelopment !orporations
-tate Industrial Investment !orporations
IN*E!T'ENT! IN!TIT)TION! J
InsuranAe Institutions J
3I!
+I!
4ormer -ubsidiaries of +I!
"ew Insurance !ompanies
')T)A+ F)ND! #
Pu"liA !eAtor J
Bank -ponsored.
4inancial Institutions -ponsored
,TI
Pri2ate !eAtor J
!peAialiBed De2elopment Ban@sJ
Indian 1ailways 4inance !orp. 3td.
Power 4inance !orp. of India 3td.
Tourism 4inance !orp. of India 3td.
Infrastructure (evelopments
CommerAial Ban@s and Forein Ban@sJ
I!I!I Bank
0(4! Bank
L/T*L Bank
0-B! Bank
*&.1I!*" .MP1.--
*B" *&1/.
CONC+)!ION
-till$ there are several other worries about the banking sector$ mainly confusion over
ownership and control. -ometimes soon India will be forced to apply the norms of
developed countries and many banks 7including some of the biggest8 will show very poor
returns ratios and doens of banks will be bankrupt. Dhen that happens the two popular
reasons to defend bad banks will disappear. These areJ one to save face in the remote
hope of that fortunes will Nrevive and two$ some banks are too big to be allowed to fail$
fearing social upheaval.
A"out Citi"an@
!itigroup was incorporated on &arch <$ 9><<. /n /ctober <$ 9>><$ !iticorp merged with
and into a subsidiary of Travelers +roup$ and Travelers +roup changed its name to
!itigroup Inc. *t the time of the merger$ !iticorp stockholders received A.: !itigroup
shares for every 9 share of !iticorp stock they previously owned. Travelers +roup
stockholders maintained their shares of Travelers +roup stock under the !itigroup name.
!itigroup Inc. is todays pre'eminent financial services company$ with some A;; million
customer accounts in more than 9;; countries. /ur history dates back to the founding of
!itibank in 9<9A$ Bank 0andlowy in 9<H;$ -mith Barney in 9<H?$ Baname) in 9<<E$ and
-alomon Brothers in 9>9;.

/ther major brand names under !itigroupOs trademark red umbrella include !iti !ards$
!iti4inancial$ !iti&ortgage$ !itiInsurance$ Primerica$ (iners !lub$ !itigroup *sset
&anagement$ The !itigroup Private Bank$ and !iti!apital.

!itigroup common stock is traded on the "ew Pork -tock .)change 7"P-.8 and the
Pacific .)change 7P!M8 under the ticker symbol Q!.Q !itigroup stock also has the
distinction of being the first international company to be traded on the &e)ican -tock
.)change 7Bolsa &e)icana de Valores ' B&V8$ and is listed under the ticker symbol
Q!R.Q
-O0 CITI(RO)P I! OR(ANI!ED
!itigroup is organied into three major business groups K +lobal !onsumer$
!orporate and Investment Banking$ and +lobal Dealth &anagement K in addition
to two stand'alone businesses$ !itigroup *sset &anagement and !itigroup
*lternative Investment
Citiroup (lo"al Consumer (roup
The !itigroup +lobal !onsumer businesses comprise the financial service sectorOs
most diverse consumer product offerings$ including banking services$ credit cards$
loans and insurance. /ur businesses also offer industry'leading technology$ a
strong worldwide presence and a powerful global franchise in !itibank.
North AmeriAa Cards
Dith nearly 9A; million accounts$ our "orth *merica !ards franchise offers credit
and charge cards such as &aster!ardS$ VI-*S$ and private label.

International Cards
/ur International !ards operation offers an array of !ards products to A;.>
million accounts in EA countries outside of "orth *merica.

Retail Ban@in North AmeriAa
1etail Banking "orth *merica includes branch banking$ commercial banking$
commercial real estate$ commercial financing and leasing$ mortgages$ student
loans and the Primerica 4inancial -ervices distribution channel.
o !itibanking "orth *merica
o !ommercial &arketsI!ommercial 1eal .state
o !iti!apital
o !iti&ortgage and &y 0ome .6uity
o The -tudent 3oan !orporation
Citi"an@/ N&A& DeAlares Di2idends

"ew Pork K The Board of (irectors of !itibank$ ".*. declared dividends on !itibank$
".*. preferred stock as followsJ

-eries *$ payable -eptember 9:$ A;;:$ to holders of record on -eptember A$ A;;:.
0olders will be paid at the rate of G9.:<: for each share held.

-eries B$ payable -eptember 9:$ A;;:$ to holders of record on -eptember A$ A;;:.
0olders will be paid at the rate of G9.@AH: for each share held.

!itigroup$ the leading global financial services company$ has some A;; million customer
accounts and does business in more than 9;; countries$ providing consumers$
corporations$ governments and institutions with a broad range of financial products and
services$ including consumer banking and credit$ corporate and investment banking$
securities brokerage$ and wealth management. &ajor brand names under !itigroups
trademark red umbrella include !itibank$ !iti4inancial$ Primerica$ -mith Barney and
Baname).
Citiroup AnnounAes !enior 'anaement Realinment ReinforAin
Customer FoAus

(rawing on (epth of Talent Dithin the /rganiation$ +lobal !onsumer +roup will be
!o'0eaded by *jay Banga and -teven 4reiberg

Levin Lessinger *ppointed 0ead of /perations 2 Technology

"ew /perating !ommittee 4ormed and Business 0eads !ommittee .)panded
".D P/1L K !itigroup announced today a senior management realignment reinforcing
its customer focus$ drawing more directly from the talent and e)perience of an emerging
base of senior leaders$ and providing additional opportunities for these leaders to e)pand
their involvement in corporate decision making.

BDe have ambitious plans for the future and significant growth opportunities for our
company$ and we have been carefully reviewing how we can best leverage the talent and
e)perience within our management team in support of our goals$C said !harles Prince$
!itigroups !hief .)ecutive /fficer. BThis is a strong management structure and a strong
management team to lead our company given the needs of our business and the
accelerated pace at which we must make strategic decisions and respond to the needs of
our customers. I am proud of the caliber of our ne)t'generation of leaders and their
dedication to our future.C
The +lobal !onsumer +roup will now be organied along customer lines. 1ecogniing
the different opportunities in the "orth *merican and International retail consumer
marketplaces$ *jay Banga$ E:$ currently President of 1etail Banking "orth *merica$ and
-teven F. 4reiberg$ E<$ !hairman and !hief .)ecutive /fficer of !iti !ards "*$ will
become co'heads of the +lobal !onsumer +roup$ with &r. Banga leading the
International operations and &r. 4reiberg leading the "orth *merican business 7,.-. and
!anada8. Both e)ecutives will report to &r. Prince and join the Business 0eads
!ommittee. &arjorie &agner$ :@$ !hairman and !hief .)ecutive /fficer of the +lobal
!onsumer +roup$ will leave the company on /ctober 9st to pursue her long'term
interests in areas outside of financial services$ including academia and philanthropy.

The new structure will enable the company to better focus on the customers needs in an
integrated fashion across all product lines and more effectively respond to the specific
opportunities in markets at different stages in their development. .ach e)ecutive has
more than A: years of e)perience in retail services. The +lobal !onsumer +roup staff
functions will remain centralied and will report jointly to &r. Banga and &r. 4reiberg.

Levin Lessinger$ :A$ currently President of !onsumer 4inance "orth *merica$ will
assume responsibility for !itigroup /perations and Technology succeeding (eborah
0opkins$ :;. &s. 0opkins joined !itigroup nearly three years ago with the understanding
that she eventually wanted to pursue a senior role in a business unit K which she will now
do. &s. 0opkins has led development of !itigroups long'term technology and
information security strategy. *s we move from strategy to implementation$ it is an
opportune time for this transition. In the near future$ she will work with &r. Prince and
the Business 0eads to evaluate certain international investment opportunities. &r.
Lessinger was responsible for many of the operating and technical innovations within the
!ards division when he served as its !hief /perating /fficer$ and led many critical
initiatives bridging operations and technology within !iti4inancial in his current position.

&anuel &edina'&ora$ !hairman and !hief .)ecutive /fficer of !itigroup 3atin *merica
and &e)ico and !hief .)ecutive /fficer of Baname)$ will join the Business 0eads
!ommittee$ which will e)pand its membership to 9?. &edina'&ora has been the !./ of
Baname) since A;;9. Between A;;A'A;;E$ &e)ico net income nearly doubled. 0e is
responsible for !itigroups 3atin *merica and &e)ico businesses includingJ the
!orporate and Investment Bank$ eBanking$ Treasury$ !onsumer Bank$ !ards Business$
1etail Banking$ Insurance$ Pension 4unds$ -ecurities$ Brokerage$ and *sset &anagement$
with a workforce of more than E:$;;; employees.

* new appro)imately ?;'person /perating !ommittee will be formed$ which will
consider strategic issues$ foster greater knowledge sharing among the businesses and
accelerate organiational decision making and implementation of initiatives.
/rganiation of +lobal !onsumer +roup *long !ustomer 3ines
The realignment of the consumer businesses$ with distinct leadership responsibility for
the "orth *merican market and for the International markets$ responds to the evolving
needs of !itigroups retail customers$ as the "orth *merican markets become more
mature and focused on innovation and the company seeks additional ways to capitalie
upon the tremendous pace of growth in international markets. The realignment is
designed to reinforce the companys customer'oriented organiation$ leveraging !itis
leading financial brand across product lines.

BBoth *jay and -teve bring a tremendous depth of knowledge and e)perience to their
current roles and are fully focused on the substantial opportunities in our consumer
franchise$C said &r. Prince. BThey have been key members of our !onsumer business
leadership for many years$ and have impressive records of success in their respective
business areas. Importantly$ they have a great working relationship$ and they will
continue to share best practices and deliver innovative$ best'in'class products and
services to retail customers across geographies$ under a single$ industry leading brand.C

*jay Banga joined !itigroup in 9>>@ and has e)tensive international e)perience in a
variety of consumer'related roles. -ince early A;;A$ he has been the President of 1etail
Banking "orth *merica. (uring this period$ he has overseen the e)pansion of the branch
banking business through ac6uisitions$ the creation and successful operation of the
commercial business group$ and the substantial growth of our mortgage and student
lending franchises. 0e is also responsible for servicing and technology for all the real
estate businesses in the !onsumer Bank. Dhile in his current role$ the 1etail Banking
"orth *merica division grew :;= in net income from just under GA billion in A;;9 to G?
billion in A;;E. Prior to this$ he was the business head for !iti4inancial and the ,.-.
!onsumer *ssets (ivision. *jay joined the bank in India in 9>>@ and over the ne)t two
years$ rose to become the (ivision 0ead for the !onsumer Bank in !entralI.astern
.urope$ &iddle .ast$ *frica and the Indian subcontinent. -ince his time with !itigroup$
&r. Banga has had e)tensive e)perience in ac6uisition and integration of businesses$
including *ssociates$ +olden -tate Bank$ Principal 1esidential &ortgage and recently$
4irst *merican Bank. &r. Banga began his business career as a management trainee with
"estle in 9><9 and later joined Pepsi!os 1estaurants (ivision$ where he was
instrumental in the launch of Pia 0ut and L4! in India.

&r. 4reiberg has spent A: years in !itigroup and its predecessor companies with
e)tensive e)perience in cards$ retail banking$ investments and insurance. !urrently$ as
!hairman and !./ of !iti !ards "*$ &r. 4reiberg has been responsible for !itigroupOs
market'leading credit card business in the ,.-.$ &e)ico and !anada$ with more than 9A:
million card accounts and appro)imately G9E; billion in managed loans outstanding. In
the < years in which he held these positions$ he has helped to e)pand the business
profitability tenfold. 0e joined !itigroups !ard Products (ivision in 9><; as a
&anagement *ssociate and has served in a variety of senior management positions in
marketing$ business planning$ distribution$ and finance in !ards and other !itigroup
divisions. These included !hief .)ecutive /fficer for 1etail Bankings !iticorp
Investment -ervices and the !iticorp Insurance +roup and distribution head for a
segment of the retail bank. 0e rejoined the !ards (ivision in 9>>H$ as head of several
major strategic business groups that drove a turnaround in that business.

Corporate 'anaement Chanes in OCT
&r. Lessinger has an e)tensive background in operations and technology$ in addition to
his record of success as a business manager. *fter joining !iti !ards operations and
technology in 9>>:$ he initially was responsible for directing the cards data warehouse
construction$ various cards systems$ and multiple initiatives building operational
effectiveness. 4rom 9>>@'9>><$ &r. Lessinger was head of the *merican **dvantage
-trategic Business ,nit and president of the Lansas !ity call center which doubled under
his direction. 0e returned to !ards /perations and Technology in 9>>< and was !hief
/perating /fficer$ responsible for the operations and technology of !iti !ards. Levin and
his team directed the very successful integration and conversions of *T2T ,niversal
!ard$ the *ssociates bankcard and private label cards$ and numerous operating and
technical innovations to lead the industry as the low'costIhigh 6uality provider. -ince
A;;A$ &r. Lessinger has been responsible for all companies operating under the
!onsumer 4inance "orth *merica umbrella$ including !iti4inancial branches in the ,.-.$
&e)ico$ !anada$ and Puerto 1ico$ !iti4inancial &ortgage !ompany$ !iticorp Trust
Bank$ f.s.b.$ *uto (ivision$ !redito 4amiliar in &e)ico and !hesapeake *ppraisal 2
-ettlement -ervices. 0e was head of Information -ecurity for the +lobal !onsumer
+roup from A;;9'A;;E. Prior to joining !itigroup$ &r. Lessinger ran Banc /ne 4inancial
!ards -ervices$ the /2T support organiation for all of Bank /nes credit and debit
cards.

Creation of New Operatin Committee
The new appro)imately ?;'person /perating !ommittee is designed to meet on a regular
basis to discuss company and business'wide strategic issues$ foster greater knowledge
sharing among the businesses and accelerate organiational decision making and
implementation of initiatives. In addition it will provide a greater number of e)ecutives
the opportunity to be included in corporate'wide decision making. &embership lists for
the Business 0eads and the /perating !ommittee are below.

Business 0eadsJ
!harles Prince$ !hief .)ecutive /fficer$ !itigroup
*jay Banga$ !hief .)ecutive /fficer$ +lobal !onsumer +roup ' International
-ir Din Bischoff$ !hairman$ !itigroup .urope
(avid Bushnell$ -enior 1isk /fficer$ !itigroup
&ichael *. !arpenter$ !hairman 2 !hief .)ecutive /fficer$ !itigroup +lobal
Investments
1obert (ruskin$ President 2 !hief .)ecutive /fficer$ !orporate and Investment Banking
-teven F. 4reiberg$ !hief .)ecutive /fficer$ +lobal !onsumer +roup K "orth *merica
3ewis B. Laden$ Vice !hairman and !hief *dministrative /fficer$ !itigroup
-allie 3. Lrawcheck$ !hief 4inancial /fficer and 0ead of -trategy$ !itigroup
&anuel &edina'&ora$ !hairman 2 !hief .)ecutive /fficer$ 3atin *merica 2 &e)ico$
!hief .)ecutive /fficer$ Baname)
1obert .. 1ubin$ (irector 2 !hairman of the .)ecutive !ommittee &ember$ /ffice of
the !hairman$ !itigroup
Todd Thomson$ !hairman 2 !hief .)ecutive /fficer$ +lobal Dealth &anagement
-tephen 1. Volk$ Vice !hairman$ !itigroup

/perating !ommittee 7also includes the Business 0eads above8J
4rank F. Bisignano$ !hief .)ecutive /fficer$ +lobal Transaction -ervices$ !orporate and
Investment Banking
Bonnie 0oward$ !hief *uditor$ !itigroup
&ichael -. 0elfer$ +eneral !ounsel$ !orporate -ecretary$ !itigroup
!harles Fohnston$ President 2 !hief .)ecutive /fficer$ +lobal Private !lient +roup
Levin Lessinger$ !hief /perations 2 Technology /fficer
&ichael Llein$ !hief .)ecutive /fficer$ +lobal Banking$ !itigroup
(amian Lolowski$ !hief .)ecutive /fficer$ The !itigroup Private Bank
Thomas +. &aheras$ !hief .)ecutive /fficer$ +lobal !apital &arkets$ !orporate and
Investment Banking
Dilliam F. &ills$ !hairman 2 !hief .)ecutive /fficer$ .urope$ &iddle .ast and *frica
!orporate and Investment Banking
1obert &orse$ !hief .)ecutive /fficer$ *sia Pacific !orporate and Investment Banking
(ouglas 3. Peterson$ !hief .)ecutive /fficer$ !itigroup Fapan !hairman and !./$
!itibank Fapan
Dilliam 1hodes$ -enior Vice !hairman$ !itigroup$ !hairman$ !iticorpI!itibank
&ichael -chlein$ -enior Vice President$ +lobal !orporate *ffairs$ 0uman 1esources$ and
Business Practices$ !itigroup
4rits -eegers$ !hief .)ecutive /fficer$ .urope$ &iddle .ast and *frica +lobal !onsumer
+roup
*shok Vaswani$ !hief .)ecutive /fficer$ *sia Pacific !onsumer Banking


!itigroup 7"P-.J !8$ the leading global financial services company has some A;;
million customer accounts and does business in more than 9;; countries$ providing
consumers$ corporations$ governments and institutions with a broad range of financial
products and services$ including consumer banking and credit$ corporate and investment
banking$ securities brokerage$ and wealth management. &ajor brand names under
!itigroupOs trademark red umbrella include !itibank$ !iti4inancial$ Primerica$ -mith
Barney and Baname).

Citiroup Appoints +ead DireAtor

"ew Pork$ "P T The Board of (irectors of !itigroup adopted a resolution today
designating the chair of the Boards "omination and +overnance !ommittee as the
Boards lead director. *lain Belda$ !hairman and !./ of *lcoa Inc.$ is the current chair
of the "omination and +overnance !ommittee.

The lead director will preside at Board meetings when the !hairman is not present$
including e)ecutive sessions of the independent directors$ will act as a liaison between
the !hairman and the independent directors$ will approve meeting agendas$ meeting
schedules and information sent to the Board$ has the authority to call meetings of the
independent directors$ and if re6uested$ will be available for consultation and direct
communication with major shareholders.

The Board also confirmed its intention$ as reflected in the companyOs !orporate
+overnance +uidelines and pro)y statement$ to have at least two'thirds of the Board
6ualify as independent in accordance with applicable laws$ regulations$ and best
governance practices$ on an on'going basis$ including at the A;;: *nnual &eeting and
thereafter.


!itigroup 7"P-.J !8$ the preeminent global financial services company has some A;;
million customer accounts and does business in more than 9;; countries$ providing
consumers$ corporations$ governments and institutions with a broad range of financial
products and services$ including consumer banking and credit$ corporate and investment
banking$ insurance$ securities brokerage$ and asset management. &ajor brand names
under !itigroupOs trademark red umbrella include !itibank$ !iti4inancial$ Primerica$
-mith Barney$ Baname)$ and Travelers 3ife and *nnuity.
Citiroup ProduAt +ines
!itigroup has nine key product lines operating within its three business groups K +lobal
!onsumer +roup$ +lobal !orporate 2 Investment Banking +roup$ and +lobal Dealth
&anagement. *sset &anagement and *lternative Investments are managed as separate
entities.

(lo"al Consumer (roup Cards
o Dorlds largest provider of credit cards
o 4irst 5uarter O;: "et Income of G9.;<@ billion
Consumer FinanAe
o Dorlds consumer finance leader
o 4irst 5uarter O;: "et Income of G@A> million
Retail Ban@in
o !itibankJ highest'rated$ leading global brand
o 4irst 5uarter O;: "et Income of G9.A<: billion
Corporate and In2estment Ban@in

Capital 'ar@ets C Ban@in
o U9 underwriter of !ombined +lobal (ebt$ .6uity and .6uity'1elated transactions for 9E
consecutive 6uarters
o 4irst 5uarter O;: "et Income of G9.E?> billion
TransaAtion !er2iAes
o 3eading provider of transaction products# G<.; trillion in assets under custody
o 4irst 5uarter O;: "et Income of GAE: million
(lo"al 0ealth 'anaement

!mith Barne%
o * leader in managed accounts with G>@> billion in total client assets
o 4irst 5uarter O;: "et Income of G9>: million
Pri2ate Ban@
o /ffers widest range of services to more than A@$;;; of the worlds most successful and
influential families
o 4irst 5uarter O;: "et Income of G9AA million
Asset 'anaement

o * leader with GE:>.: billion in assets under management
o 4irst 5uarter O;: "et Income of GH> million
o /n Fune AE$ A;;:$ !itigroup announced that it signed a definitive agreement under which
it will sell substantially all of its *sset &anagement business in e)change for the broker'
dealer business of 3egg &ason$ Inc.$ appro)imately G9.: billion of 3egg &asonOs
common and convertible preferred shares$ and appro)imately G::; million in the form of
a five'year loan facility provided by !itigroup !orporate and Investment Banking. The
transaction is e)pected to close during the fourth 6uarter subject to certain regulatory
approvals and customary closing conditions.
Alternati2e In2estments
4irst 5uarter O;: "et Income of G?@A million
Cards
!itigroup is the worlds largest provider of !ard products with more than 9E: million
bankcards$ private label and charge cards in force in nearly E; countries. *s a leader in
the industry$ the !ards businessO success is achieved through the introduction of
innovative products and services tailored to meet the needs of our customers$ strong
partnerships$ and dedicated employees who are committed to e)cellence in serving their
customers
Industr% +eadership
!itigroup is the worlds largest provider of credit card products. !iti !ards "orth
*merica is the industry leader with some A.: percent of +(P spent using its credit cards
and with an estimated 9;= of !iti !ard sales transacted online. /utside of "orth
*merica$ the business sees tremendous opportunities for growth in targeted markets$
through the e)ecution of a global delivery plan leveraging e)isting technology and
e)pertise.
.ncouraging a healthy approach to money$ the !ards business offers a range of products
designed to meet the needs of all its customers. *mong its product offers in the ,.-. are
the !iti
S
**dvantage
S
card$ the longest running airline rewards credit card in the
marketplace today$ and the -ears and 0ome (epot private label card programs. *fter its
successful launch in &alaysia$ a card tailored for the young$ contemporary adult was
e)ported throughout the region and is e)pected to be Bsuccess transferredC to other
regions.

3e% Competiti2e Ad2antaes
3owest cost$ highest 6uality producer in the industry
3eading customer service technology$ security and fraud prevention
-trongest global brand and distribution
+lobal credit e)pertise and marketing scale
-ihlihts
*c6uired the -ears credit card business$ making it the leading private label card
provider in ,.-.
Became first foreign bank to launch credit cards in 1ussia.
*c6uired majority stake in the (iners !lub .urope franchise 7,L$ Ireland$ Belgium$
3u)embourg$ the "etherlands$ Italy$ 4rance$ +ermany and -witerland8$ bringing its
ownership to 9;; percent.
3aunched !itibank Dorld Privileges for *sian cardholders$ providing a broad range of
e)clusive benefits and discounts at 9:$;;; establishments worldwide.
Consumer FinanAe
!itigroups !onsumer 4inance business is the largest in the ,nited -tates and a leader
globally. Its enhanced business practices are setting a new standard for industry. It
provides consumer loan products and services including real estate$ personal loans and
loans to finance consumer goods and is a world leader$ with operations in more than A;
countries.
Industr% +eadership
*t the heart of !onsumer 4inance is !iti4inancial$ a global network of more than ?$;;;
branches which is the foundation for a highly successful face'to'face$ community'based
lending model. This direct lending model$ which sets the business apart from the
competition and made it the worldOs consumer finance leader$ is a key reason why more
than >; percent of !onsumer 4inance customers in "orth *merica say they would
recommend the product line to a neighbor. In "orth *merica$ !iti4inancial &ortgage
!ompany$ Inc. and !itigroup Trust Bank$ fsb 7!TB8 specialie in mortgage and home
e6uity lending and are recognied as one of the largest non'prime home e6uity lenders in
the ,nited -tates. !iti4inancial *uto provides automobile financing to ,.-. consumers
via auto dealerships and the Internet.

!itigroup has been providing access to credit and helping people improve their credit for
more than >; years and leading the industry in strengthening business practices. In "orth
*merica$ !onsumer 4inance has more than A?$;;; full'time employees serving some E.?
million customers in E< states in the ,.-. and > provinces in !anada.

!itigroup believes the total global consumer finance market is worth more than G9.?
trillion which is one reason for e)panding its model globally. /utside "orth *merica$
!onsumer 4inance operates in more than A; countries with more than 9A$:;; employees.
*s with its "orth *merica operations$ its international model centers on community'
based lending through more than <;; branches.

3e% Competiti2e Ad2antaes
3owest cost operationsIglobal platforms
3arge branch network offers personal interaction with customers
,nrivaled credit e)pertise
3owest funding costs and strongest global distribution
-ihlihts
,pdated !iti4inancial lending practices in the ,.-.
1enamed auto finance subsidiaries as !iti4inancial *uto
3aunched !iti4inancial in three new countriesJ *ustralia$ 4inland$ and 1ussia
Retail Ban@in
1etail Banking delivers a wide array of banking$ lending$ insurance9$ and investment
servicesA to individual consumers around the world. These are distributed through ?$HH?
retail bank branches and >$<;; *T&s$ and online$ as well as through the network of
Primerica independent agents. In addition to !itibanking "orth *merica and Baname) in
&e)ico$ !itigroupOs 1etail Bank operates in .urope$ &iddle .ast and *frica$ Fapan$ *sia$
and 3atin *merica.
Industr% +eadership
1etail Banking provides banking$ lending$ investment and insurance services to
customers through retail branches$ offices$ independent brokers and electronic and other
channels. It includes the operations of !itibanking "orth *merica$ Baname) in &e)ico$
!onsumer *ssets (ivision$ !ommercial Business +roup$ Primerica 4inancial -ervices
and full'service international banking operations in .urope$ the &iddle .ast and *frica
7.&.*8$ Fapan$ *sia and 3atin *merica. This business offers attractive market share
growth opportunities for e)panding distribution in the ,.-.$ including 0ispanic
communities$ as well as in *sia$ 1ussia and emerging markets. The 1etail Bank has
proven e)pertise in ac6uiring and integrating new businesses$ such as +olden -tate
Bancorp in !alifornia$ Lor*m Bank in Lorea and Baname) in &e)ico. In addition$ its
more than ?$;;; consumer banking branches worldwide and financial guidance offered
through !itiproS in the ,.-. enables !itibank to attract new customers and offer them
additional services from other !itigroup businesses.

The !ommercial Business +roup has one of the top three commercial finance companies
in the ,.-. The !onsumer *ssets (ivision originates and services mortgages and student
loans for customers across the ,.-. Primerica$ with a sales force of more than 9;;$;;;
independent representatives$ promotes the sale of a variety of !itigroup products and
services.

Dith appro)imately ?;;$;;; employees worldwide$ !itibank understands customers
financial needs. !itibank has long been known as an industry leader in innovation and
technology. In the early 9>A;s it was the first big national bank to offer banking services
to consumers$ in 9>@9 it created the !ertificate of (eposit and in the late 9>H;s it widely
deployed and popularied the use of AE'hour *T&s in the ,.-. Today$ its customers also
enjoy the benefits of !itibank /nline$ its award'winning online banking service$
providing free unlimited bill payment. Dith all of the above$ !itibank continues to grow
its global franchise with the worlds most recognied financial brand.

!trate%
Increase market share in e)isting locations
.)pand customer satisfaction efforts
4ocus on countries with fast +(P growth
!apitalie on the popularity of !itipro
S
to enhance customer relationships

3e% Competiti2e Ad2antaes
I( Theft -olutions for banking customers
3eading online banking
!itipro for investment and small business customers
4inancial education efforts on a variety of topics and in multiple languages
-ihlihts
3aunched ThankPou "etwork-&$ offering banking customers in the ,nited -tates and
Puerto 1ico meaningful rewards that they can obtain easily and 6uickly.
!ompleted ac6uisition of 4irst *merican Bank in Te)as$ adding over 9;; new branches
to the !itibank retail banking network in the ,.-.
!ompleted G<9.E billion of its A;;? commitment of GA;; billion for affordable housing to
low'and moderate'income$ minority$ and underserved families through the end of the
decade.

Capital 'ar@ets C Ban@in
The U9 underwriter of !ombined (ebt and .6uity and .6uity'related transactions$
!apital &arkets 2 Banking combines a strong local presence around the world with
leadership in capital formation$ sales and trading$ strategic advice and risk management.
It is uni6uely 6ualified to serve corporate and institutional clients with a full spectrum of
financial services in multiple geographies.
Industr% +eadership
!apital &arkets 2 Banking enables corporate clients and governments to grow and
remain competitive by helping them meet their financial and strategic needs on a scale
unmatched by the competition.

It provides clients with the global reach they seek while delivering world'class products
locally. !ombined corporate and investment banking capabilities catapulted !itigroup
into a leadership position# of the A: market sectors tracked by Thomson 4inancial$ it
earned the U9 ranking in 9: of those categories. 4or the last 9A consecutive 6uarters$ it
has been U9 globally in the underwriting of combined debt and e6uity transactions and
has achieved significant market share increases across products and regions over those
years.

In A;;E$ !apital &arkets and Banking raised more than G:?E billion globally in debt$
e6uity and e6uity'related transactions for firms to help them do such things as build
factories and hire more employees around the world. That total was over G9A9 million
more than our nearest competitor. !apital &arkets and Banking completed ?;< mergers
and ac6uisitions for clients around the world$ a combined deal value of GA<A billion. Its
foreign e)change business trades an average daily volume of G9;; billion in currency$
and trades e6uities for its clients in more than :; countries$ an average of nearly A;;
million shares a day in the ,.-. alone. !itigroup remains the clear leader in fi)ed income$
outperforming competition in all global debt underwriting with over G9AH million in
volume and A<A deals more than the number'two ranked competitor.

!apital &arkets 2 Banking is a leader in structured corporate finance and has helped
raise money for projects that benefit people around the world. !apital &arkets 2
Banking is also playing a leadership role in developing an industry framework for dealing
with environmental and social issues in project finance$ called the Q.6uator Principles.Q


3e% Competiti2e Ad2antaes
,nparalleled global breadth
,nmatched product depth
-trongest balance sheet
-trong credit management
0ighlights
Became the U9 underwriter of 0igh Pield (ebt in E5;E and maintained that ranking for
95;:$ knocking the long'time U9 competitor off its perch. 3ead underwriter of
Pan*m-ats GA.H@ billion senior secured credit facilities$ one of the largest pro'rata$ term
loan and high yield offerings in A;;E.
In A;;E$ priced some @; IP/s$ more than double what we priced in A;;?$ including
-hinsei Banks GA.E billion IP/ 'the largest Fapanese IP/ since A;;;.
*dvised on A;= more &2* transactions in A;;E than in the previous year$ including
!ingulars ac6uisition of *T2T Direless$ a GEH billion transaction$ largest all'cash
transaction ever. !hosen advisor on innovative$ first of their kind cross'border
ac6uisitions for !eme)I1&! and *mbevIInterbrew.
Dinner of several prestigious industry awards including Best Investment Bank from
Global Finance &againe and +lobal Bond 0ouse of the Pear by IFR &againe.
(lo"al TransaAtion !er2iAes
Transaction -ervices provides cash management$ treasury$ trade finance$ custody$
clearing$ depository receipt$ agency trust services$ and fund services and offers integrated
reporting and management to financial institutions$ corporations$ and governments that
have assets and business in multiple countries.
Industr% +eadership
+lobal Transaction -ervices is a world leader in global transaction capabilities$ handling
over 9 billion transactions annually and processing more than G9 trillion in funds each
day. It holds G9?> billion on average in 3iability Balances under administration$ G<
trillion in *ssets ,nder !ustody and Trust and has the worldOs largest commercial letter
of credit portfolio. +lobal Transaction -ervicesOs Dorld3ink
S
&ulticurrency Payable
-ervices processes almost G9.H billion daily.

+lobal Transaction -ervices has the worldOs largest proprietary branch network covering
>>= of the worldOs securities capitaliation and more top'rated and commended branches
than any other agent bank in the world. +lobal Transaction -ervices is also a leader in
technology. 4or e)ample$ !iti(irect
S
/nline Banking$ its Deb'based corporate banking
platform$ interacts with 9E> !itibank branches and is available to clients in AA different
languages. !iti(irect
S
was top'rated in the +reenwich *ssociates Benchmarking -tudy$
an independent research study leading competitors by a wide margin.


3e% Competiti2e Ad2antaes
&ost global platform
-uperior technology infrastructure
3eading emerging markets franchise
*ccess to !apital &arkets and +lobal BankingOs relationship client base
0ighlights
*c6uired *B" *&1/Os award'winning direct custody$ clearing and fund administration
businesses in eight .uropean and *sian markets.
1anked "umber 9 +lobal !ustodian by Institutional Investor.
-ettled more than 9 million transactions in international trade related to the movement of
goods.
"amed QBest /verall Bank for !ash &anagementQ by Global Finance Magazine for the
third year in a row.

!mith Barne%
-mith Barney is a world'class leader in delivering wealth management and financial
planning services to high'net'worth private investors$ small' to mid'sied businesses$
non'profit organiations$ and family foundations.
Industr% +eadership
-mith Barneys Private !lient +roup is a leading provider of comprehensive financial
planning and advisory services to high net worth investors$ institutions$ corporations and
private businesses$ governments and foundations. The business offers a full suite of
investment services$ including asset allocation$ private investments and lending services$
hedge funds$ cash and portfolio management$ as well as retirement$ education and estate
planning. /utside the ,.-.$ !itigroups +lobal Dealth *dvisors provides investment and
wealth management services to affluent and high net worth clients around the world.

Industry surveys have ranked -mith Barneys 9A$;;;V 4inancial !onsultants 74!s8 as
having the best relationships with their clients. This commitment to service$ combined
with industry'low turnover and best'in'class products and services from !itigroup and
others$ make our 4!s among the most productive in the industry.

-mith Barney 4!s currently serve appro)imately H.H million client accounts$ representing
more than G>@> billion in client assets.

3e% Competiti2e Ad2antaes
Independent client'focused research
/pen architecture
3eader in managed accounts
3eading technology
3eading 4inancial !onsultant productivity
-cale'based advantages
!ommitment to the highest 6uality research in the industry and top'flight investment
advice
-ihlihts
1evenue per 4inancial !onsultant was G:::$;;; in the first 6uarter of A;;:.
The business generated an industry'leading pre'ta) profit margin of 9>= for the first
6uarter.
-mith Barney took home the most honors$ AA$ in the recent 4orbes.com and -tar&ine
rankings.
Pri2ate Ban@
The Private Bank offers personalied wealth management services to the worldOs most
successful families. Its offerings include a full range of portfolio management and
investment advisory services as well as access to capital markets$ trust services and estate
planning$ tailored financial structures$ investment banking services$ lending and other
traditional banking products.
Industr% +eadership
The !itigroup Private Bank$ one of the largest private banking businesses in the world$
provides personalied wealth management services to clients in more than ?; countries. It
offers a full range of portfolio management and investment advisory services from
!itigroup *sset &anagement$ structured lending and banking services$ as well as the
e)pertise of !itigroupOs !orporate and Investment Bank.

/ne of the Private BankOs key competitive advantages$ an advantage well understood by
its highly successful clients$ is the access it provides to the global product and service
capabilities of !itigroup$ while maintaining an open architecture in its product offerings.

The Private BankOs success with clients over the years can be attributed to four major
componentsJ integrated client solutions$ innovative product capabilities$ a focus on key
markets worldwide$ and a leveraging of the broader !itigroup enterprise which enables
The Private Bank to offer top'tier capabilities and investment solutions to the wealthiest
families around the world.

By drawing upon the vast resources of !itigroupOs businesses$ the Private Bank can
deliver investment management$ risk management$ li6uidity and banking$ structured
lending and issuer capital formation. In addition$ its uni6ue data management capability
provides consolidated reporting for clients.


3e% Competiti2e Ad2antaes
*ccess to global products of !itigroup
+lobal distribution and insight
3egacy coupled with stability
-ihlihts
3aunched Dhole "et Dorth *sset *llocation program to clients globally for optimum
allocation of li6uid and illi6uid asset classes.
!ontinued growth and office openings in global locations including Bahrain and Beverly
0ills
1ated Best Private Bank in the ,.-. and the *mericas by Euromoney A;;E Private
Banking -urvey
Asset 'anaement
!itigroups *sset &anagement businesses include !itigroup *sset &anagement 7!*&8$
!itigroup *lternative Investments 7!*I8 Institutional business$ Baname) *sset
&anagement and 1etirement -ervices businesses and !itigroups other retirement
services businesses in "orth *merica and 3atin *merica. The !iti-treet joint venture
between !itigroup and -tate -treet$ offers administrative$ outsourcing and investment
management services for defined contribution$ pension and health'and'welfare plans
worldwide.

These businesses offer an array of investment products and retirement services to meet
the needs of institutional$ high net'worth and retail clients throughout the world
Industr% +eadership
!itigroups *sset &anagement business is a leader in money management with more than
GE:>.: billion in assets under management. The asset management business has
developed world'class capabilities in investment management and client sales 2 service
catering to the most sophisticated individual and institutional investors worldwide. The
business has developed a reputation for e)cellence and integrity.

&illions of individual investors as well as some of the largest institutions$ corporations
and governments in the world have turned to *sset &anagement for products and
strategies including separately managed accounts$ mutual funds$ closed'end funds$
college savings programs$ hedge funds$ and non'investment and investment grade credit
structures.

Its investment management organiation is comprised of teams of e)perienced portfolio
managers supported by global fundamental 2 6uantitative research analysts to provide
our clients with uni6ue investment insights. Its investment teams have a proven track
record of delivering consistent long'term investment performance across all asset classes
including e6uity$ fi)ed income$ and alternative investments.

3e% Competiti2e Ad2antae
Proven$ e)perienced investment management teams
+lobal fundamental and 6uantitative research teams
+lobal sales and client service infrastructure
-ihlihts
!ontinued strong investment performance. 1eceived a four' or five'star fund rating from
the independent agency &orningstar for ?; -mith Barney and -alomon Brothers ,-
mutual funds$ as of &arch A;;:.
"et flows of G9A.A billion driven by strong flows across ,.-. 1etail$ Institutional$ and
Private Banking clients
1anked "o. 9 in ,.-. -eparately &anaged *ccounts per !erulli measured by *,&s as of
9st 6uarter A;;:.
Baname) *sset &anagement and Baname) *fore hold leading positions in &e)ico with
a combined market share of A; percent and G9> billion in assets under management.
Alternati2e In2estments
!itigroup *lternative Investments 7!*I8 is an integrated alternative investment platform
manages awide range of products across five asset classes$ including private e6uity$
hedge funds$ real estate$ structured products and managed futures. !*I manages capital
on behalf of !itigroup$ as well as third'party institutional and high net worth investors.
!*Is goal is to enable its 9A investment centers to retain the entrepreneurial 6ualities and
re6uired to capitalie on evolving opportunities$ while benefiting from the intellectual$
operational and financial resources of !itigroup.
CAI Profile
*ssets ,nder &anagementJ $42.8 billion
!itigroup Proprietary !apitalJ $12.1 billion (28% of total assets under
management)
+lobal &arket PositionJ Among the world's largest alternative
asset managers
*sset !lassesJ Private !uit"# $edge %unds# &eal state#
'tru(tured Produ(ts# )anaged %utures
.mployeesJ *ver +,,
Investment !entersJ 12
Investment ProductsJ 8,-
Primary Investment /fficesJ .ew /or0# 1ondon# $ong 2ong# 3o0"o
1epresentative /fficesJ 4ahrain# 5ordan# )e6i(o 7it"# 'inga8ore

Investing in alternative investments is speculative$ not suitable for all clients$ and
intended for investors with sufficient knowledge and e)perience who are willing to bear
the high economic risks of the investment$ which can includeJ
loss of all or a substantial portion of the investment due to leveraging$ short'selling or
other speculative investment practices#
lack of li6uidity in that there may be no secondary market for the fund and none e)pected
to develop#
volatility of returns#
restrictions on transferring interests in the fund#
potential lack of diversification and resulting higher risk due to concentration of trading
authority with a single advisor#
absence of information regarding valuations and pricing#
delays in ta) reporting#
less regulation and higher fees than mutual funds# and
advisor risk.
Individual funds will have specific risks related to their investment programs that will
vary from fund to fund.
Past performance is no guarantee of future results.
CitiroupDs Reions
+lobally our business is organied into si) regions K "orth *merica# &e)ico# .urope$
&iddle .ast and *frica# Fapan# *sia# 3atin *merica. "o other financial services
organiation can match the breadth and depth of our global presence. De have been on
the ground in many of these regions for more than 9;; years.

North AmeriAa 1eEAludin 'eEiAo4
4irst 5uarter O;: "et Income G?.99> billion
'eEiAo
4irst 5uarter O;: "et Income G?H? million
Europe/ 'iddle East and AfriAa 1E'EA4
4irst 5uarter O;: "et Income G?;: &illion
Japan
4irst 5uarter O;: "et Income GA9E million
Asia PaAifiA 1eEAludin Japan4
4irst 5uarter O;: "et Income G@HA million
+atin AmeriAa
4irst 5uarter O;: "et Income GA99 million

!itigroup Brands

Our !hared Responsi"ilities
.very day$ in the more than 9;; countries where we do business$ !itigroups ?;;$;;;
employees carry forward a legacy some A;; years in the making. It is a legacy of service$
integrity$ and leadership. Dith this legacy and the role we play in the global economy$
come great responsibilities that are shared by every employee on behalf our clients$ each
other$ and our franchise.
De e)plicitly stated these -hared 1esponsibilities in our A;;E *nnual 1eport$
communicated them broadly in print and online communications in 9@ languages$ and
asked every !itigroup employee to attest that they understand them.

/ver the years$ weve seen the tremendous success that comes from living up to these
responsibilities. *t the same time$ weve also seen the damage that can be done to our
reputation$ our brand$ and our ability to do business when we fall short.

/ur goal for !itigroup is to be the most respected global financial services company.
3ike any other public company$ were obligated to deliver profits and growth to our
shareholders. /f e6ual importance is to deliver those profits and generate growth
responsibly.
*n important ingredient in the success !itigroup has enjoyed over the years has been
trust. De believe our -hared 1esponsibilities are the foundation on which that trust is
built. *nd as leaders of !itigroup$ we have a special responsibility to ensure this very
precious commodity is valued as much as any other.

!huck Prince
!./
Bob Dillumstad
President and !//
RE!EARC- 'ET-ODO+O(>
RATIONA+E
*fter 9>>;$ liberaliation$ many players entered into the market. There were few players
who were e)isting and few where new in this market.
!ustomers of the Bank got more variety to choice within the industry. Therefore whether
customers are satisfied or not with the e)isting players were to be studied to fetch what
they want from these players of the industry.
The e)istence of old players in the light of new players and their market share and value.
OBJECTI*E!
To appraise the present scenario of the India in banking industry
To identify the key factors of consumer satisfaction in this industry.
To have a comparative analysis of the customer satisfaction level for the various banks.
RE!EARC- DE!I(N
1esearch design is a research plan which re6uires that what data are to be collected$ what
research techni6ues and instruments are to be used$ how a sample is to selected$ and how
information is to be collected from this sample.
* research design specifies the methods and procedures for conducting a particular study.
Broadly speaking$ research design can be grouped into three categories'e)ploratory
research$ descriptive research and casual research.
RE!EARC- IN!TR)'ENT
(escriptive research is used in this project report in order to understand the perceptions of
different consumers towards banking industry$ and their behavior pattern by studying their
different demographics 7 such as K age$ se)$ marital status$ educational level$ occupational
level$ income level etc.8. This is the most popular type of research techni6ue$ generally
used in survey research design and most useful in describing the characteristics of
consumer behavior.
The method used were followingJ
5uestionnaire method
(irect Interaction with the users.
(ata collection.
'ODE OF DATA CO++ECTION
Primary (ataJ' The sources of Primary data were 6uestionnaires and personal
interviews.
-econdary dataJ' the sources of secondary data were the books and magaines.
!A'P+E !IFE P+ANNIN(#
-ampling is simply the process of learning about the population on the basis of sample
drawn from it. It is that part of the universe which is selected for the purpose of
investigation. -ampling may be defined as a part of the whole that represents all the
characteristics of the whole under consideration.
-ample sieJ 9;;
*pproachJ !onvenience sampling
?)E!TIONNAIRE 'ET-OD
This is the simplest method of collecting data. This is to be found that 6uestionnaires must
be interesting$ objective$ unambiguous$ ease to complete and generally not burdensome to
motivate respondents to answer truthfully and completely because consumers are often
reluctant to take the time for responding the surveys. The format and wording of
6uestionnaires is very simple and each 6uestion is arranged in a proper se6uence so that
consumers can understand it in a better way.
The interview was conducted by filling up the 6uestionnaire by different categories of
people and they are given full liberty to fill up these 6uestionnaire.
Therefore our 6uestionnaire is prepared on the basis of J'
9. /pen ended 6uestions.
A. &ultiple'choice 6uestions.
?. (ichotomous 6uestions.
'ET-ODO+O(> OF !A'P+IN(#
-ubjective and judgment non'random sampling was adopted for our research work due to
large sampling area. *ny type of sampling on which the sample selected depends on
personal discretion of the Investigator is subjective or judgment sampling. This techni6ue is
used here because of the definite purpose in view and as such is not used for general
purposes. This sampling method has been used the choice of sample depend e)clusively on
the judgment of the investigator. This methodology has been used because of the following
reasonsJ
To know the most typical of the population with respect to the
characteristic under study.
Populations are selected on the subjective basis and no probability law is
applied.
Biasness can be avoided as the investigator can make out who answering
correctly or not.

ANA+>!I!
OF
?)E!TIONNAIRE!
-O0 'AN> PEOP+E -A*E T-EIR !A*IN( ACCO)NT!
IN #
!itibank
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RATIN( OF CITI BAN3
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LIMITATIONS
The primary data has been collected from the middle and upper sections of the society.
*ll the data has been collected at random but it is always liable for biasness.
* very small sample sie of 9;; people has been taken out of the total customers
therefore the analyses cannot be taken for final words.
The data has been collected from (.30I 7"orth8 and thus the perception of people from
the smaller towns cannot be judged.

CONC+)!ION
&ost of the people like to have their bank account in I!I!I B*"L.
H:= people knows about !itibank
>:= people have their bank account.
E;= customers avail the facility of *T&.
@:= people do not want to have an association with !itibank.
In "orth (elhi mostly people wants !itibank branch and *T&.
RECO''ENDATION!
The bank should reduce the minimum amount of opening a bank account.
The average 6uarterly balance 7*5B8 should be reduced.
The bank should open its more branches.
Bank should e)pand its network of *T&$ it should have *T&s at cinema halls$ shopping
comple)es$ office comple)es$ etc.
The bank should improve its services.
The bank should also provide services on -undays.
The bank should have salary and students account.
Bank should stress on telemarketing and on direct sales as well.
BIB+IO(RAP->
J 0e"site of the "an@
www.citibank.com
*arious artiAles of #
B,-I".-- TI&.-
.!/"/&I! TI&.-