A Project Report on

BUSINESS BANKING
Submitted Towards The Partial Fulfillment of Post Graduate Degree in International Business

Submitted byAmar Pal Singh MBA-IB(2009-11) AIBS,Noida

In dustry GuideMr. Rahul Rana Branch Head Ing Vysya,Noida Faculty GuideMs Deepmala Soni AIBS,Noida

ACKNOWLEDGMENT

The satisfaction Euphoria that accompany the successful completion of any work would be incomplete unless we mention the name of the person, who made it possible, who constant guidance and encouragement served as a beckon of light and crowned our efforts with success. I consider it a privilege to express through the pages of this report, a few words of gratitude and respect to those who guided and inspired in the completion of this project. I am deeply indebted to Mr. Rahul Rana(Branch Head) for giving me the opportunity to undergo my project in their esteemed organization and the their timely suggestions & valuable guidance. In the last but not the least, my grateful appreciation is extended to Ms Deepmala Soni (Faculty Guide) and also my thanks to all my faculties members, Parents and friends. However, I accept the sole responsibility for any possible errors of omission and would be extremely grateful to the readers of this project report if they bring such mistakes to my notice.
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Preface Decision-making is a fundamental part of the research process. Decisions regarding that what you want to do, how you want to do, what tools and techniques must be used for the successful completion of the project. In fact it is the researchers efficiency as a decision maker that makes project fruitful for those who concern to the area of study. Basically when we are playing with computer in every part of life, I used it in my project not for the ease of my but for the ease of result explanation to those who will read this project. The project presents the role of financial system in life of persons. I had toiled to achieve the goals desired. Being a neophyte in this highly competitive world of business, I had come across several difficulties to make the objectives a reality. I am presenting this hand carved efforts in black and white. If anywhere something is found not in tandem to the theme then you are welcome with your valuable suggestions.

TABLE OF CONTENTS

S.NO 1 2 2a 2b 2c 2d 2e 2f 3 4 4a 4b 5 5a 5b 6 7 8 9 10

TOPIC Executive Summary Research Methodology Primary Objective(s) Hypothesis Research Design Sample Design Scope of the Study Limitations Critical Review of Literature Company Profile Industry Profile Swot Analysis Data Collection Primary Data Secondary Data Findings and Analysis Recommendations Bibliography Case Study Questionnaire

PAGE NO.

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Synopsis of the Project

Company Overview
ING Vysya Bank Ltd., is an entity formed with the coming together of erstwhile, Vysya Bank Ltd, a premier bank in the Indian Private Sector and a global financial powerhouse, ING of Dutch origin, during Oct 2002. The origin of the erstwhile Vysya Bank was pretty humble. It was in the year 1930 that a team of visionaries came

together to form a bank that would extend a helping hand to those who weren't privileged enough to enjoy banking services. It's been a long journey since then and the Bank has grown in size and stature to encompass every area of present-day banking activity and has carved a distinct identity of being India's Premier Private Sector Bank. In 1980, the Bank completed fifty years of service to the nation and post 1985; the Bank made rapid strides to reach the coveted position of being the number one private sector bank. In 1990, the bank completed its Diamond Jubilee year. At the Diamond Jubilee Celebrations, the then Finance Minister Prof. Madhu Dandavate, had termed the performance of the bank Stupendous. The 75th anniversary, the Platinum Jubilee of the bank was celebrated during 2005.

The origin of ING Group

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

Profile ING has gained recognition for its integrated approach of banking, insurance and asset management. Furthermore, the company differentiates itself from other financial service providers by successfully establishing life insurance companies in countries with emerging economies, such as Korea, Taiwan, Hungary, Poland, Mexico and Chile. Another specialization is ING Direct, an Internet and direct marketing concept with which ING is rapidly winning retail market share in mature markets. Finally, ING distinguishes itself internationally as a provider of employee benefits, i.e. arrangements of non wage benefits, such as pension plans for companies and their employees. Mission ING`s mission is to be a leading, global, client-focused, innovative and low-cost provider of financial services through the distribution channels of the clients preference in markets where ING can create value.

The new identity

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The immediate benefit to the bank, ING Vysya Bank, has been the pride of having become a Member of the global financial giant ING. As at the end of the year December 2008, ING's total assets exceeded 13.31 billion euros, employed over 125000 people, served over 85 million customers, across 50 countries. This global identity coupled with the back up of a financial power house and the status of being the first Indian International Bank, would also help to enhance productivity, profitability, to result in improved performance of the bank, for the benefit of all the stake holders.

Milestones in the long journey of ING-VYSYA Bank

1930 1948 1985 1987 1988 1990

Set up in Bangalore Scheduled bank Largest private sector bank The Vysya Bank Leasing Ltd .Commenced Pioneered the concept of Co branding of credit Cards Promoted Vysya Bank

1992 1993 1996

Housing Finance Ltd. Deposits cross Rs.1000 crores Number of branches crossed 300 Signs Strategic Alliance with BBL.,Belgium. Two National Awards by Gem & Jewellery export Promotion council for excellent performance in export promotion. Cash Management Services & commissioning of VSAT. Golden Peacock Award-for the best HR Practices by Institute of Directors. Rated as Best Domestic Bank in India by Global Finance(International Financial Journal-June 1998) State-of-the-art Date Centre at ITPL, Bangalore. RBI clears setting up of ING Vysya Life Insurance Company ING-Vysya commenced life insurance business.
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1998

2000

2001

2002

The Bank launched a range of products & services like the Vys Vyapar Plus, the range of loan schemes for traders, ATM services, Smartserv, personal assistant service, Save & Secure, an account that provides accident hospitalization and insurance cover, Sambandh, the International Debit Card and the mi-bank net banking service. ING takes over the Management of the Bank from October 7th , 2002 RBI clears the new name of the Bank as ING Vysya Bank Ltd, vide their letter of 17.12.02 Introduced customer friendly products like Orange Savings, Orange Current and Protected Home Loans Introduced Protected Home
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2002

2002

2003

2004

Loans - a housing loan 2005 product Introduced Solo - My Own Account for youth and Customer Service Line 2006 Phone Banking Service Introduced Solo - My Own Account for youth and Customer Service Line Phone Banking Service

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Board of Directors

S.no. 1

Name of the person K R Ramamoorthy

Designation Non Executive Part Time Chairman Managing Director and Chief Executive Officer Director Director Director Director Director Director Director Director Director Director

Shailendra Bhandari

3 4 5 6 7 8 9 10 11 12

Arun Thiagarajan Aditya Krishna M Damodaran Philippe Damas Peter Henry Maria Staal Richard Cox Ryan Andrew Padgett Santosh Ramesh Desai Vaughn Nigel Richtor Lars Kramer

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Synopsis

Title Business Banking Objective To do the market analysis of the NCR region and to make the people aware of the products of ING Vysya Bank. Null Hypothesis (H0). ING Bank is not better than other banks present in Bareilly. Alternate Hypothesis (H1). ING Bank is better than other banks present in Bareilly.

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Data Collection

1- Questionnaire filled bya) Existing customers of ING in Noida b) New customers who are not associated with ING Research Design Problem identification

Data collection related to awareness of ING

Sampling Technique Convenience sampling It is purposive or non-probability sampling. This sampling method involves deliberate or purposive selection of particular units of the universe for consulting a sample, which represents the universe and when elements are selected for inclusion in the sample based on the ease of access, it is called convenience sampling.

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Research technique Conclusive research This type of research helps in reaching certain conclusions and also in taking decisions.

Some facts about ING-Vysya bank ING-Vysya bank branches works on profit centre Around 500 branches in India and 13 in UttarPradesh. Bank

Assets

Liabilities

A thing for which one is responsible 16

A thing owned by a someone having some value

CASA
Current account

TD/FD
Term deposits

Others
Lockers

Savings account

Fixed Depoits

Fee Income products

Fee Income Products

Life Insurance

General Insurance

Mutual Funds

Portfolio management service

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Demat account

Introduction: Executive summary of the project Executive Summary Banking Industry, which is basically my concern industry around which my project has to be revolved, is really a very complex industry. And to work for this was really a complex and hectic task and few times I felt so frustrated that I thought to left the project and go for any new industry and new project. Challenges, which I faced while doing this project, were following Banking sector was quite similar in offering and
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products and because of that it was very difficult to discriminate between our product and products of the competitors. Target customers and respondents were too busy persons that to get their time and view for specific questions was very difficult. Sensitivity of the industry was also a very frequent factor, which was very important to measure correctly. Area covered for the project while doing job also was very large and it was very difficult to correlate two different customers/respondents views in a one. Every financial customer has his/her own need and according to the requirements of the customer product customization was not possible. So above challenges some time forced me to leave the project but anyhow I did my project in all circumstances. Basically in this project I analyzed thatWhat factors are really responsible for performance of ING Banks performance in this competitive era.

Industry status & ING-VYSYA Banks interface Industry introduction The Indian Banking industry, which is governed by the
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Banking Regulation Act of India, 1949 can be broadly classified into two major categories, non-scheduled banks and scheduled banks. Scheduled banks comprise commercial banks and the co-operative banks. In terms of ownership, commercial banks can be further grouped into nationalized banks, the State Bank of India and its group banks, regional rural banks and private sector banks (the old/ new domestic and foreign). These banks have over 67,000 branches spread across the country in every city and villages of all nook and corners of the land. The first phase of financial reforms resulted in the nationalization of 14 major banks in 1969 and resulted in a shift from Class banking to Mass banking. This in turn resulted in a significant growth in the geographical coverage of banks. Every bank had to earmark a minimum percentage of their loan portfolio to sectors identified as priority sectors. The manufacturing sector also grew during the 1970s in protected environs and the banking sector was a critical source. The next wave of reforms saw the nationalization of 6 more commercial banks in 1980. Since then the number of scheduled commercial banks increased four-fold and the number of bank branches increased eight-fold. And that was not the limit of growth. After the second phase of financial sector reforms and liberalization of the sector in the early nineties, the Public
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Sector Banks (PSB) s found it extremely difficult to compete with the new private sector banks and the foreign banks. The new private sector banks first made their appearance after the guidelines permitting them were issued in January 1993. Eight new private sector banks are presently in operation. These banks due to their late start have access to state-of-the-art technology, which in turn helps them to save on manpower costs. During the year 2000, the State Bank Of India (SBI) and its 7 associates accounted for a 25 percent share in deposits and 28.1 percent share in credit. The 20 nationalized banks accounted for 53.2 percent of the deposits and 47.5 percent of credit during the same period. The share of foreign banks (numbering 42), regional rural banks and other scheduled commercial banks accounted for 5.7 percent, 3.9 percent and 12.2 percent respectively in deposits and 8.41 percent, 3.14 percent and 12.85 percent respectively in credit during the year 2000.about the detail of the current scenario we will go through the trends in modern economy of the country. Current Scenario: The industry is currently in a transition phase. On the one hand, the PSBs, which are the mainstay of the Indian Banking system are in the process of shedding their flab in
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terms of excessive manpower, excessive non Performing Assets (Npas) and excessive governmental equity, while on the other hand the private sector banks are consolidating themselves through mergers and acquisitions. PSBs, which currently account for more than 78 percent of total banking industry assets are saddled with NPAs (a mind-boggling Rs 830 billion in 2000), falling revenues from traditional sources, lack of modern technology and a massive workforce while the new private sector banks are forging ahead and rewriting the traditional banking business model by way of their sheer innovation and service. The PSBs are of course currently working out challenging strategies even as 20 percent of their massive employee strength has dwindled in the wake of the successful Voluntary Retirement Schemes (VRS) schemes. The private players however cannot match the PSBs great reach, great size and access to low cost deposits. Therefore one of the means for them to combat the PSBs has been through the merger and acquisition (M&A) route. Over the last two years, the industry has witnessed several such instances. For instance, HDFC Banks merger with Times Bank , ICICI Banks acquisition of ITC Classic, Anagram Finance and Bank of Madurai. Centurion Bank, IndusInd Bank, Bank of Punjab, Vysya Bank are said to be on the lookout. The UTI bank- Global Trust Bank merger
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however opened a pandoras box and brought about the realization that all was not well in the functioning of many of the private sector banks. Private sector Banks have pioneered internet banking, phone banking, anywhere banking, mobile banking, debit cards, Automatic Teller Machines (ATMs) and combined various other services and integrated them into the mainstream banking arena, while the PSBs are still grappling with disgruntled employees in the aftermath of successful VRS schemes. Also, following Indias commitment to the WTO agreement in respect of the services sector, foreign banks, including both new and the existing ones, have been permitted to open up to 12 branches a year with effect from 1998-99 as against the earlier stipulation of 8 branches. Tasks of government diluting their equity from 51 percent to 33 percent in November 2000 have also opened up a new opportunity for the takeover of even the PSBs. The FDI rules being more rationalized in Q1FY02 may also pave the way for foreign banks taking the M& A route to acquire willing Indian partners. Meanwhile the economic and corporate sector slowdown has led to an increasing number of banks focusing on the retail segment. Many of them are also entering the new vistas of Insurance. Banks with their phenomenal reach and
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a regular interface with the retail investor are the best placed to enter into the insurance sector. Banks in India have been allowed to provide fee-based insurance services without risk participation, invest in an insurance company for providing infrastructure and services support and set up of a separate joint-venture insurance company with risk participation. Aggregate Performance of the Banking Industry Aggregate deposits of scheduled commercial banks increased at a compounded annual average growth rate (Cagr) of 17.8 percent during 1969-99, while bank credit expanded at a Cagr of 16.3 percent per annum. Banks investments in government and other approved securities recorded a Cagr of 18.8 percent per annum during the same period. In FY01 the economic slowdown resulted in a Gross Domestic Product (GDP) growth of only 6.0 percent as against the previous years 6.4 percent. The WPI Index (a measure of inflation) increased by 7.1 percent as against 3.3 percent in FY00. Similarly, money supply (M3) grew by around 16.2 percent as against 14.6 percent a year ago. The growth in aggregate deposits of the scheduled commercial banks at 15.4 percent in FY01 percent was lower than that of 19.3 percent in the previous year, while
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the growth in credit by SCBs slowed down to 15.6 percent in FY01 against 23 percent a year ago. The industrial slowdown also affected the earnings of listed banks. The net profits of 20 listed banks dropped by 34.43 percent in the quarter ended March 2001. Net profits grew by 40.75 percent in the first quarter of 2000-2001, but dropped to 4.56 percent in the fourth quarter of 2000-2001. On the Capital Adequacy Ratio (CAR) front while most banks managed to fulfill the norms, it was a feat achieved with its own share of difficulties. The CAR, which at present is 9.0 percent, is likely to be hiked to 12.0 percent by the year 2004 based on the Basle Committee recommendations. Any bank that wishes to grow its assets needs to also shore up its capital at the same time so that its capital as a percentage of the risk-weighted assets is maintained at the stipulated rate. While the IPO route was a much-fancied one in the early 90s, the current scenario doesnt look too attractive for bank majors. Consequently, banks have been forced to explore other avenues to shore up their capital base. While some are wooing foreign partners to add to the capital others are employing the M&A route. Many are also going in for right issues at prices considerably lower than the market prices to woo the investors.

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Interest

Rate

Scene

The two years, post the East Asian crises in 1997-98 saw a climb in the global interest rates. It was only in the later half of FY01 that the US Fed cut interest rates. India has however remained more or less insulated. The past 2 years in our country was characterized by a mounting intention of the Reserve Bank Of India (RBI) to steadily reduce interest rates resulting in a narrowing differential between global and domestic rates. The RBI has been affecting bank rate and CRR cuts at regular intervals to improve liquidity and reduce rates. The only exception was in July 2000 when the RBI increased the Cash Reserve Ratio (CRR) to stem the fall in the rupee against the dollar. The steady fall in the interest rates resulted in squeezed margins for the banks in general. Governmental Policy: After the first phase and second phase of financial reforms, in the 1980s commercial banks began to function in a highly regulated environment, with administered interest rate structure, quantitative restrictions on credit flows, high reserve requirements and reservation of a significant proportion of lendable resources for the priority and the government sectors. The restrictive regulatory norms led to the credit rationing for the private sector and the interest rate controls led to the unproductive use of credit and low
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levels of investment and growth. The resultant financial repression led to decline in productivity and efficiency and erosion of profitability of the banking sector in general. This was when the need to develop a sound commercial banking system was felt. This was worked out mainly with the help of the recommendations of the Committee on the Financial System (Chairman: Shri M. Narasimham), 1991. The resultant financial sector reforms called for interest rate flexibility for banks, reduction in reserve requirements, and a number of structural measures. Interest rates have thus been steadily deregulated in the past few years with banks being free to fix their Prime Lending Rates (PLRs) and deposit rates for most banking products. Credit market reforms included introduction of new instruments of credit, changes in the credit delivery system and integration of functional roles of diverse players, such as, banks, financial institutions and non-banking financial companies (Nbfcs). Domestic Private Sector Banks were allowed to be set up, PSBs were allowed to access the markets to shore up their Cars.

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Sales Cycle
Lead Generation

Preparation for the sale

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Meeting the customer Follow-up Closing

Presentation Introduction

Steps of Selling

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Step1: Lead Generation

A lead is generally defined as someone who shows an interest in any of the products/services. The aim should be to fill the lead funnel with as many qualified leads as possible to build a strong and valuable database.

Leads
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Good Qualifying Leads

Poor Qualifying Leads

Customers who you think will fulfill the KYC norms without much difficulty and you can convert them into your customers.

Customers who you think may not able to provide required documentation as per the KYC norms.

Follow-up and convert

Stop working on such leads

Step 2:The Commandments of Preparation

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1. First impression is important. A customer will form an opinion of you within the first 30 seconds. You will be judged on: Your appearance Your attitude Your presentation

2. Dress appropriately. Wear clothes that relate to the job you are in. Pay attention to things like hygiene, cleanliness, neat clothing etc. These are important! 3. Keep copies of product brochures, account opening & other related forms. Circulars 7 any other related references that you may need on your table. 4. Collect background information of the customer (if available). Go through the same prior to the meeting. Plan your questions that you wish to ask. 5. Dont smoke or chew gum prior to any meeting
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customer. If you are in the habit, best is to wash the mouth with water or any mouthwash prior to meeting a customer. 6. Remember to speak in a clear loud voice enough to be heard. 7. Sit up in a chair and lean slightly toward the Show interest in what theyre saying. Try not

customer.

to do things like cross your arms and lean away. Maintain eye contact and a pleasant expression on your face.

8. Do not let telephone calls disturb you during the conversation. In case of emergency, seek the permission of the customer & try, limit to a minimum and as brief as possible. Learn to make criticism. When your customer to you that you could do a job better or faster, recognize these as a way to improve your performance.

Step 3: Meeting the Customer

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a) A Introduction
Greet the customer cheerfully and politely. Address him/her with their formal name and shake hands. Sit in a position that both of you can see each other clearly Remember to speak in a clear voice loud enough to be heard. Introduce yourself, the organization, your role and the purpose of todays meeting Set a timeline for the meeting and ask the customer if he is ok with the time-line. Use the detailer to make the introduction and let the customer choose the product. If you know the background, you can indicate the product that you are detailing and get on with the detailing. b) Presentation
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As on the detailerTips for effective presentation Memorize the details on the chart Hold the chart in such a way that its visible to the customer clearly Use a pen/pointer and point out the product and introduces the product. Use a pen/pointer and speak about each of the features of the product. Use a pen/pointer and speak about the advantages comparing the same to the features of the product. Show the charges chart and point to the relevant table for the same. Ask if there are any questions that the customers may have.

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 Ask if the customer is interested in any of the products.

Step 4: Closing
Get a commitment from the customer in the form of yes or ask for any objections. Hand over the appropriate form to the customer Run through the various details in the form Indicate where the customer has to provide additional data. Check for the possibility of the customer needs for other products of the bank. Thank the customer for the time and agree on a new date/time to collect the documents.

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What is KYC
KYC is Know Your Customer Guidelines that we need to follow as a bank. Every customer of the bank should necessarily satisfy the KYC norms laid down. How can I do KYC for a lead? When you meet a customer, he should seem what he has stated about himself. For example a salaried employee should be able to state the name of the organization and the location of the office easily without having to refer to any document. What documents should I ask for? The prescribe documents as to what has been given in the application form and also in the sales detailer What should I do when I get the documents?

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Look at each of the documents and compare with the data given by the customer. If there is any deviation, clarify with the customer immediately. What should I do if the customer has no supporting document? Ask of the customer can get it in a few days time, if no, drop the lead. Whats the impact of not following KYC? The organization faces a reputation risk and the sales executive may face appropriate charges/actions for noncomplying with KYC Research Methodology Objective of the study Project study, which is being conducted by me for the last two month, is not only a formality for the fulfillment of the two-year full time Post Graduate Program in Research and Business Analytics. But being a management student and a good employee I tried my best to extract best of the information available in the market for the use of society and people. The objectives are38

 To know about environmental factors affecting ING-Vysya Banks performance. To analyze the role of advertisement for bank performance. To know the perception and conception of customers towards banking products and specially focused for ING Banks product. To explore the potential areas for the new bank branches which will provide both price and people to the bank with constant promotion and placing strategy. Scope of the Study Each and every project study along with its certain objectives also has scope for future. And this scope in future gives to new researches a new need to research a new project with a new scope. Scope of the study not only consist one or two future business plan but sometime it also gives idea about a new business which becomes much more profitable for the researches then the older one. Scope of the study could give the projected scenario for a new successful strategy with a proper implementation plan. Whatever scope I observed in my project are not exactly having all the features of the scope, which I described above, but also not lacking all the features.

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 Research study could give an idea of network expansion for capturing more market and customer with better services and lower cost, with out compromising with quality. In future customer requirements could be added with the product and services for getting an edge over competitors. Consumer behavior could also be used for the purpose of launching a new product with extra benefits which are required by customers for their account (saving or current) and/or for their investments. Factors, which are responsible for the performance for bank, can also be used for the modification of the strategy and product for being more profitable. Factors which I observed while doing project study are following1. Competitors 2. Customer Behavior 3. Advertisement/promotional activities 4. Attitude of manpower and 5. Economic conditions These all could also be interchanged with each other for each other in banks strategies for making

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a final business plan to effect the market with a positive way without disturbing a lot to market, customers and competitors with disturbance in market shares. Tools and Techniques As no study could be successfully completed without proper tools and techniques, same with my project. For the better presentation and right explanation I used tools of statistics and computer very frequently. And I am very thankful to all those tools for helping me a lot. Basic tools which I used for project from statistics are Bar Charts Pie charts Tables Bar charts and pie charts are really useful tools for every research to show the result in a well clear, ease and simple way. Because I used bar charts and pie charts in project for showing data in a systematic way, so it need not necessary for any observer to read all the theoretical detail, simple on seeing the charts any body could know that what is being said. Technological Tools

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 Ms- Excel Ms-Access Ms-Word Above application software of Microsoft helped me a lot in making project more interactive and productive. Microsoft-Excel had a great role in my project, it created for me a situation of you sit and get. I provided it simply all the detail of data and in return it given me all the relevant information.. Microsoft-Access did the performance of my personal assistant who organizes my all the details of document without disturbing them even a single time in all the project duration. And in last Microsoft-Word did help me for the documentation of the project in a presentable form. Applied Principles and Concepts While I started to do the project the main thing, which was the matter of concern was that, around what principles I have to revolve my project. Because with out having any hypothesis and objective we cannot determine that what output or result we are expecting form the project. And second thing is that having only tools and techniques for the purpose of project is not relevant until unless we have the principals for which we have to use those tools
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and techniques. Mathematical Averages Standard Deviation Correlation Sources of Primary and Secondary data: For the purpose of project data is very much required which works as a food for process, which will ultimately give output in the form of information. So before mentioning the source of data for the project I would like to mention that what type of data I have collected for the purpose of project and what it is exactly.

Primary Data: Primary data is basically the live data which I collected on field while doing cold calls with the customers and I shown them list of question for which I had required their responses. In some cases I got no response form their side and than on the basis of my previous experiences I filled those fields. Source: Main source for the primary data for the project was questionnaires, which I got filled by the customers or some times filled myself on the basis of discussion with the customers.
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Secondary Data: Secondary data for the base of the project I collected from intranet of the Bank and from Internet, RBI Bulletin etc. Statistical Analysis In this segment I will show my findings in the form of graphs and charts. All the data which I got form the market will not be disclosed over here but extract of that in the form of information will definitely be here.

Detail: Size of Data Area Type Industry Respondent 100 Noida Primary & Secondary Banking Customers

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Table1: Correlation between awareness of customers about ING

NO. OF RESPONSE AGE

15 25 5 10 11 10 12 12

20-25 25-30 30-35 35-40 40-45 45-50 50-60 60-ABOVE

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25 20 15 10 5 0 2025 3035 4045 5060 No.of responses

TABLE 2: PERCEPTION OF ING AS A BANK

TYPE OF BANK

RESPONSES

PRIVATE PUBLIC PRIVATE/PUBLIC DON'T KNOW

50 15 25 10

46

10 25 50 Private Public Private/Public Don't know

15

TABLE 3 : RATING OF CUSTOMERS FOR ING BANK AS A GOOD BANK

PARAMETER RESPONSES

EFFICIENCY INTERNET BANKING/ATMs PRODUCT RANGE NETWORK PHONE BANKING

75% 5% 10% 5% 5%

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Efficiency

5%5% 10% 5% 75%

Internet banking/ATM s Product range Network

Phone Banking

TABLE 4: MARKET SHARES OF ING IN NOIDA IN COMPARISION TO COMPETITORS

BANK NAME % OF SHARE

SBI IDBI ICICI PNB HDFC ING OTHERS

30% 15% 25% 10% 5% 5% 10%

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30% 25% 20% 15% 10% 5% 0% % OF SHARE SBI IDBI ICICI PNB HDFC ING OTHERS

TABLE 5: FACTORS RESPONSIBLE FOR PERFORMANCE OF ING BANK IN NCR

PARAMETERS % OF SHARE

PRODUCT ADVERTISMENT MANPOWER NET-BANKING PHONE BANKING INVESTMENT SCHEME NETWORK

50% 5% 25% 2% 5% 10% 3%

49

60% PERSENTAGE 50% 40% 30% 20% 10% 0% % OF SHARE PARAMETERS 10% 5% 2% 5% 3% 25% 50% PRODUCT ADVERTISMENT MANPOWER NET-BANKING PHONE BANKING INVESTMENT SCHEME NETWORK

TABLE 6: THE EFFECTIVENESS OF COMMERCIALS OF ING BANK

DAYS AFTER THE AD IS SEEN POSITIVE RESPONSE

0-5 days 6-10 days 11-15 days More than 15 days

45 15 25 15

50

45 40 35 30 25 20 15 10 5 0

Positive response 0-5 days 1115 days

Table 7:Products/Services the customers are presently availing

51

7 5 15

25

6 35

25

Savings a/c Current a/c FDR LI MF SIP Lockers Demat a/c

Savings account Current Account FDR

35 25 15
52

Life Insurance Mutual Fund SIP Lockers Demat Account

5 7 2 5 6

53

7 5 15

25

6 35

25

Savings a/c Current a/c FDR LI MF SIP Lockers Demat a/c

Table:8 Satisfaction level of the respondents from their respective banks

54

Highly satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Highly Dissatisfied

2 75 15 6 2

6 22 15 H.Satisfied Satisfied N.S.N.DS DS H.DS 75

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Table 9: No.of Respondents know about ING Bank Never heard Heard few times Heard frequently 80 15 5

5 15 Never heard Heard few times Heard frequently 80

56

57

Table 14: Categorization of respondents on the basis

25 40

35

High priority services Preferred services Normal services

of Annual Income < 60000 60000-100000 100000-500000 500000-1500000 >1500000 2 25 65 6 2

58

6 22 25

<60000 60000100000 100000500000 5000001500000 >1500000

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Table 15: Categorization of respondents on the basis of

59

Education Under-Graduate Graduate Post-Graduate 5 85 10

10

5 UG Graduate PG 85

Table 16: General impression of the respondents about ING-Vysya Bank

60

High Quality services & Reliability Average quality services & Dependability Low quality services & Reliability

5 90 5

High quality services Average quality services Low quality services

90

Conclusions and Recommendations

Conclusions
1.

Customers of NCR have enough awareness level

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about ING Vysya bank as well as about its services and products.
2.

The advertising campaign has successfully been able to increase the market share of ING in NCR.

3. The modern days technology like Internet banking, phone banking, used by ING bank for providing banking services has sent positive signals in the mind of consumers.
4.

The network of ING in NCR is lagging behind a little than its competitors like ICICI bank and HDFC bank.

5. It can be distilled from data that ING bank has good market share as compared to its competitors considering the amount of resources deployed by them in the market. 6. It has a very good potential to have the new customers especially the youth because it has the Formula a/c, which is very much liked by the youth in the other cities.
7.

Most of the residents of NCR dont know about the establishment of ING-Vysya Bank in NCR.

8. Most of the persons having contacts in big cities know about ING-Vysya Bank very well and also the products. 9. ING-Vysya Bank is providing more facilities to its customers in comparison to other banks such as
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hospital scheme, investment scheme etc 10. 11. Locker facilities in ING-Vysya Bank are more Commercials of ING-Vysya Bank have a very modernized in comparison to other banks. deep impact on the minds of people. Even they can remember the name after the 15 days of the telecast of the commercials on television.
12. Operating

time for cash counter is from 10 in the

morning till 6 in the evening. This is much more than any other bank in NCR. 13. ULIP plans are beneficial from the long-term perspective whereas customer should invest in mutual funds if he wants quick returns.
14. Most

of the market is still unaware about the ULIP

plans and hence by making proper promotional strategy companies can increase there sales.

Findings 1.ING bank has potential a tapped market in Bareilly and hence has opportunities for growth. 2.The products of ING bank have good credibility in the region compare to its competitors.

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3.The advertisement of the bank was very effective from the first day of its airing till the fifth day and there after it starts declining. 4.The initial balance for A/C opening is Rs, 5000/- and thats why people are reluctant in opening the same. 5. ING is very much compliance to follow the KYC norms. 6. The size of the locker provided by the ING-Vysya Bank is big in size as compared to other banks. 7. The residents of NCR like the products of ING-Vysya

Bank. Most of them need some change. So, they can be the new potential customers for ING Bank. 8. Even today, the people of NCR believe in the

government banks. For them, ING Bank is a private bank. Recommendations 1) More resources should be allocated in the market of NCR as there is big untapped market in NCR, so it becomes necessary for ING bank for taking an edge over the competitors. 2) A short advertising campaig has produced good results in a short span of times, so to gain long term benefits is
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very necessary for ING bank to carry on this campaign with more intensity. 3) Besides opening more branches it should also look for opening some extension counter in Noida. 4) As a number of colleges are going to be opened in Noida in the next few years, so ING should try to gain some contacts with these colleges. 5) The cash withdrawal time can be one of the aspects to gain popularity in Noida. 6) The benefits provided by the ING Bank to its customers should be advertise so that people can understand that customers satisfaction is the main aim for the persons working in ING. 7) The businessman should be convinced on the cash operating time. This makes ING to tap the huge market of Noida.

LIMITATIONS

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1. The sample size is very less, hence the responses of just 100 respondents does not imply for the complete population. 3. The findings of the survey are based on the subjective opinion of the respondents and there is no way of assessing truth of the statements. 4. There is some respondents bias, which cannot be removed. 5. Lastly, some amount of error exists in the data filling process because of the following reasons: Influence of others. Misunderstanding of the concept. Hurried filling of the questionnaire.

Questionnaire
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1) Name 2) Age 3) Sex

________________ ________________ _________________

4) Contact No._______________ 5) Education__________________ 6) Marital Status ______________7) Occupation: Salaried Business Self-Employed Agriculture Others(specify)_________ Retired House-wife Student

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8) Income P.A.: <60000 60000-100000 100000-500000 500000-1000000 >1500000 9) Your current Bank __________________________ 10) What products/services you are presently availing Saving a/c Current a/c FDR Life Insurance Demat a/c Mutual Fund SIP Equity Lockers Credit card
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Loans

11) How happy you are with the services provided by your existing bank. Highly satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Highly dissatisfied

12) Before this survey, how often had you heard of ING
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Vysya Bank Ltd. Ive never heard before Ive seen or heard a few times I see or hear frequently

13) How you came to know about ING Vysya Bank Ltd. TV Commercials Word of Mouth Billboards 14) What are your general impressions of ING Vysya Bank High quality services and reliability Average quality services and dependability Low quality services and reliability

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15) Are you associated with ING Vysya bank Yes No If yes, then please specify _____________________________

16) What kind of banking services you generally wish to use High priority services Preferred services Normal services

17) In which form of investment you invest the most

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FDR Mutual Funds SIP Life Insurance

Equity Shares Gold Government and tax saving bonds

18) If you invest in mutual funds more frequently, would you like all your funds to be managed and controlled at a single point rather than scattered Yes of course I am not sure Its not possible

19) Have you hired a safe deposit locker in any of the bank
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Yes No If yes, then please specify________________________

20) If you would hire a locker, what will be your preferences (Please rate on 1-5 scale) Safety/Security Operating Time Rental/Safety charges Locker Size Parking Space outside Bank

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21) Please give us some references _______________________________________________ _______________________________________________ _______________________________________________ _______________________________________________ _______________________________________________ _______________________________________________ ________________________

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BIBLIOGRAPHY www.ingvysyabank.com

1)

2) www.google.com 3) R.S. Sharma, Business statistics, First India Print, India, 2004,
4)

Aaker Kumar and Day, Marketing research, 6th Ed.,john willy & sons,1997. C R Kothari, Research Methodology, 2nd Edition

5)

6) The Economics times 7) The Times of India 8) The Financial Express

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