Project On Customer Perception towards Credits Cards

Submitted to Bangalore University in partial fulfillment of requirements for the award of degree of Master of Business Administration By PIYUSH SINGH Reg. NO:- 10YUCMA055 Under the guidance of Prof. Nila Chotai

acharya
NURTURING THE FUTURE

Acharya’s Bangalore B-School Lingadheeranahalli, Magadi Main Road, Bangalore - 560 091 2010-2012

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CERTIFICATE OF ORIGINALITY
This is to certify that the project titled “Customer perception towards credit cards” is an original work of the student and is being submitted in partial fulfillment for the award of the Master’s Degree in Business Administration of Bangalore University. The report has not been submitted earlier to this University/ Institution for the fulfillment of the requirement of a course of study.

SIGNATURE OF SUPERVISOR PLACE: ___________________ DATE: ____________________

SIGNATURE OF STUDENT PLACE: _______________ DATE: ________________

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DECLARATION BY STUDENT

I, “PIYUSH

SINGH”, hereby declare that the content of this

internship project titled “Consumer Perception Towards Credit Cards”. In a Banking industry. Further, this report has not been submitted to any Institution or University for award of any degree.

Place… Date: …………………………… (Piyush Singh)

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I like to express my sincere thanks to Mr. (Piyush Singh) 4|Page . Lastly I would like to thank all the respondents who offered their opinions and suggestions through the survey that was conducted by me in Bangalore.Ujwal. without which this dissertation would not have seen the light. I would like to thank Prof Nila Chotai (my project guide) and Dr. opinions. VENKATESHA (DIRECTOR) for supporting me during this project and providing me an opportunity to learn outside the class room. Branch Manager.ACKNOWLEDGEMENT I am extremely grateful to all those who have shared their views. ideas and experiences which have significantly improved my research work embodied in this dissertation. It was a truly wonderful learning experience.K.

1 10 11-12 13 • About the topic REVIEW OF LITERATURE & DESIGN OF THE STUDY • 2 • • • • • 3 Introduction Review of literature Statement of the problem Scope of the study Objectives of the problem Methodology 15-17 17 17 17 18-19 19 • Limitations of the study PROFILE OF THE CREDIT CARD INDUSTRY • Industry overview 21-27 28-34 5|Page . 6 7 8 CHAPTER NO.CONTENTS PAGE PARTICULARS List of Tables List of Figures Abstract INTRODUCTION • • About the broad area of topic chosen About the specific area of topic chosen NO.

• • Profile of the IndusInd Bank Product profile 35-63 4 RESULTS. CONCLUSIONS & SUGGESTIONS 64-74 5 • • • Summary of findings Conclusions Suggestions 75-78 BIBLIOGRAPHY ANNEXURE 79-80 81-83 6|Page . ANALYSIS & DISCUSSIONS SUMMARY OF FINDINGS.

9 3.2 3.5 Description Gender of credit card user? Age group of the credit card user? Annual Income of credit card user? Which area they belong? Occupation of credit card user? Page No.14 Description Platinum Aura shop plan value chart Platinum Aura home plan value chart Platinum Aura travel plan value chart Platinum Aura party plan value chart Airways value table Travel insurance cover plan table Platinum Aura value offering table Platinum Aura value table Platinum Select international travel insurance benefits table Platinum international travel insurance benefits table Platinum value table of airways Signature reward point table Signature value offering table Signature travel insurance cover detail table Page No.7 3.5 3.8 3. 65 66 67 68 69 7|Page .11 3.1 4.61. 36 37 38 39 41 42 42 & 44 45 48 55 55-56 57 59.6 3.LIST OF TABLES Table No.4 4.62 &63 63 List of Graphs/Figures Table No.10 3.12 3. 3.3 3.1 3.3 4.2 4.13 3.4 3. 4.

Based on analysis few findings.8 4. 8|Page .10 Which bank credit card you use? How long have been you are using credit card? Why did you selected this bank? Are you satisfied with the services provided by your bank? Are you satisfied with the bank? 70 71 72 73 74 ABSTRACT The main objective of my doing project in Banking Industry was only because of a broad scope and continuous growth of sector. If people given a choice to opt any other they prefer IndusInd Bank Mostly people are satisfied their customer care service provider. Many people faces problem in interest rate. Mostly people are satisfied with their Credit limit.9 4. Many bank users prefers credit card.4. The Descriptive research method was used to obtain the relevant result and it is applicable only to Bangalore. The most relevant method of data collection was Primary data and sample size was 100. The methodology used in this project are primary data (survey) and secondary data (journals. Mostly people want free credit cards from their bank. magazines & annual reports).7 4. According to service IndusInd found better. conclusion with suggestions have been obtained and they are:• • • • • • • • • • Very few customers prefer using credit card in today’s world Mostly people using their services more than 2 years. According to value added services we found Citi Bank better than IndusInd Bank because some customer change IndusInd to Citi.6 4.

Chapter 1 INTRODUCTION 9|Page .By working in such a successful organization.  There should be more number of Branches & ATM.I have come to know lot about this organization’s functioning and its markets exacting quality control absolute commitment and integrity and most significantly a sense of dynamism of striving for the extraordinary and lots more to offer it one of the most professional in its nature.  Credit Cards should be available on date.  It should try to analyse its 4th position & try to move up in ranking.

A financial background is appreciated for those entering the industry. The main player. commands approximately 34 percent of the field in both categories. Visa USA. which is $3.1 ABOUT THE BROAD AREA OF THE TOPIC CHOSEN With 96 percent of U. and American Express controls only 9 percent of the credit card landscape. dollar-wise. MasterCard Worldwide.1.8 trillion (2007) in Visa's case. Many of these workers are selected from college recruitment 10 | P a g e . and JCB. another 60-plus percent holding store credit cards.) Its next closest competitor. and debit and prepaid instruments floating about. (The company's market dominance is even a bit higher for Visa Europe. and 55 percent in regards to transaction dollars. Discover is smaller still. admin or business support areas. families owning bank credit cards.a significant percentage of credit card services employees work in customer service. global processing. there's no doubt that the credit card services sector is one of the economy's top drivers. but likely not mandatory -. accounts for about 59 percent of the market in terms of number of cards. Diners Club and store credit service providers define just a tiny micro-economic environment.S.

which is 12 times more than the $2 billion spent in India. The Bureau of Labor Statistics expected the number of positions for customer service reps to grow by about 25 percent between 2006 and 2016. since both figures still only represent a trivial fraction of each country’s economy. In order to gauge where India is heading we must consider the following factors: 11 | P a g e . with 1. last year the Chinese spent nearly $24 billion on credit cards. and due to the recent economic downturn.18 billion people. marketing and product development experts steer a company toward success.34 and 1. and neither has announced large-scale layoffs for 2009. But the industry’s health depends largely on how much consumers are able to spend. and a limited number of strategy. everyone's struggled. and the number of computer systems designers and similar related workers (some of whom work on credit card system security and operability) will jump by 38 percent by 2016.2 ABOUT THE SPECIFIC AREA OF THE TOPIC CHOSEN China and India are the two most populous countries. Nonetheless. Systems and technology workers are also in demand. respectively. However this difference is rather insignificant at such an early stage.trips or otherwise arrive straight from university. Although the populations are similar in size. 1. both Visa and MasterCard showed gains in revenue and income for the last quarter of 2008.

The RBI has proposed launching domestic payment card and a POS network for card payments. According to the RBI. Lastly – and most importantly – society must also be willing to adapt the transition from paper to plastic. points. travel rewards credit cards. Short Term Future Growth: The aforementioned firm predicts a CAGR of 20% between FY 2011 and FY 2013. businesses will need to have greater ability and the willingness to incorporate debit/credit card processing. the country saw a CAGR of around 40% between FY 2006 and FY 2009 for credit cards. According to their press release “…the payment card market is highly untapped and is still at its nascent stage due to a very low level of penetration in terms of payment card usage. just about every credit card in the U. rewards were almost non-existent and most credit cards even charged an annual fee. and other “gimmicks” offered by banks to try and stand out from the competition. these extra perks would probably not be offered if the market wasn’t so competitive. How I believe credit cards will be different from those in the United States Nowadays. 70’s. In summary.” Long Term Future Growth: The biggest obstacle facing long term growth will be infrastructure. or some other form of rewards on purchases… but it wasn’t always that way. It wasn’t until the American market started approaching full saturation that we saw cash back credit cards. I do not believe we will see Indian credit cards offering widespread 12 | P a g e . For that reason.Past Growth Rate: According to the Indian research firm RNCOS. Government Participation: One factor we can be relatively confident in is that the government has and will continue to be supportive of the card industry. Furthermore. offers cash back. approximately 40% of citizens still do not have a bank account. and 80’s.S. Increased adaption of banking will be a key component in how quickly card usage is adapted. During the 60’s.

rewards would be far less likely. the Royal Bank of Australia capped these fees at only 0. the savings rate is very low. Therefore. it may not be profitable for banks to offer cash back credit cards and the like. There is also the possibility that we may never see such lucrative credit card rewards programs in India. in turn. Because Americans have so little money saved. Compare this to a country like India. Many countries crack down on these fees and limit the amount merchants can be charged. However in a country like India where savings is high. many do not pay their credit account in full each month or they use credit cards for balance transfers… both of these forms of borrowing involve paying interest payments and/or transfer fees.rewards for many years (the market first must become much more saturated). which average 2% and higher. 13 | P a g e . These fees help cover the costs of the rewards. Why? Because there are only two reasons it’s possible for banks to give 1% to 5% cash back on American credit cards: (1) Credit card companies charge merchants processing fees. where the savings rate is around 30%. I expect the population will generally be less likely to use this expensive type of borrowing.5% in 2003. That. If India were to also drastically cut the fees. also helps to offset the banks expense of offering rewards. Since the recession it is historically “high” at 6%. but usually it is even less than that. For example. (2) In the United States.

penalty charges and long credit periods but a bank like ICICI is being considered as costly. 14 | P a g e . A comparison of various card providers has been made through graphical representation on a list of parameters. the average user holds 2 to 3 cards. types of cards. duplication of users is a concern for the industry which can exaggerate the number of active users. acceptability of the card among the Indian consumer. security of money. It also involves finding consumer's perception towards different providers. like credit period. penalty charges. Questionnaire has been used. However. features of cards. People from different age groups. This research has been carried out to understand the card industry that includes the types of providers. The above research concluded that that public bank like SBI scores on factors like low cost. cost involved and number of ATM's.3 ABOUT THE TOPIC The demand for credit cards is growing over time. occupation and income level were selected for the study. The total number of credit cards in the system is at around the 25 million mark.1. provided. credit limit. but definitely provides better and efficient service in terms of additional features and benefits. The inferences were drawn for two banks ICICI Bank and State Bank of India. This number was on 31st march 2009 stood at around 11 million while debit cards were at more than 20 million The distribution has increased with local banks becoming more aggressive. Since the business is largely concentrated in the metro cities.

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to reduce or eliminate some of the worst credit card practices (Choo. It prevent card 16 | P a g e long after the abusive banking industry practices began.REVIEW OF LITERATURE & RESEARCH DESIGN 2. 2010). the act management. However.1 REVIEW OF LITERATURE EBSCO WILL THE CREDIT CARD MARKET BE REVIVED IN THE NEAR FUTURE? * The CARD Act of 2009: introduced some useful regulatory reforms. rather than proactive public sector leadership in The CARD Act reduces but does not eliminate most abuses. demonstrates preventing does not coming crisis abuses. .

Definition: A bank-issued card that allows people to purchase goods or services from a merchant on credit When you accept credit cards. The sales slip is deposited along with the other receipts in the store's bank account. to cancelling rewards programs. which stands behind the debt and transfers the necessary funds to the 17 | P a g e ." Yet the money isn't coming out of your pocket-quite. passage of the law a year before it took full-effect. the Atlanta storeowner actually receives only $19. or doubling minimum monthly addition. Assuming the sale was $20 and the handling fee is 5 percent. The loss of the one dollar is built into the store's pricing and profit structure and passed along to the customer. Then the Atlanta bank transfers the debt to the customer's Milwaukee bank. gave the make any prohibited changes prior to the implementation of the protecting consumers and financial reducing systemic risk. generally 4 to 7 percent. banks new constraints. new government regulations are likely to further depress market supply in the credit card market. you make it easy for your customers to buy from you because you're offering convenience and the chance for the customer to buy on "float. * Recent financial reform legislation: regulators and new In the name of financial plenty of regulatory credit In time lines. A kitchenware store in Atlanta might take a Visa card purchase from a customer who lives in Milwaukee and has a credit card that was issued by a bank in that city. substantially reducing payments. The Atlanta bank credits the amount of the sale less a handling fee.issuers from dramatically raising interest rates.

When you consider that certain costs of credit are fixed 18 | P a g e . Both Visa and MasterCard publish regular lists of card numbers that are unacceptable for some reason. If you haven't already been approached by one of the major credit card representatives. banks profit handsomely if cardholders don't pay off their entire credit card bill at once. Discover and Diner's Club are also credit cards you may decide to accept. they expect merchants to help them cut their losses. the Milwaukee customer received the merchandise. a permanent residence. and the banks in both cities made money. Their sales associates work on commission and are happy to pitch the advantages of the various programs. Since the credit card companies are shouldering the risks in granting credit. They differ considerably from bankcards because their credit requirements are generally higher. The final difference is that entertainment card companies expect to be paid in full each month. With high rates of interest. approach them.Atlanta bank. These so-called "entertainment cards" generally have a higher credit ceiling. Entertainment cards are geared to the more affluent consumer with lots of discretionary dollars to spend. The bottom line is that the storeowner in Atlanta offered credit without much risk. while the bank cards give the customer two options: Pay the balance in full or pay a minimum of 3 percent of the total balance plus interest monthly. and no questionable information in a computer credit file. Bankcards will put a credit line to a customer's account and hold the person to that limit. Offering a credit card program eliminates the time you waste handling credit sales. American Express. The Milwaukee bank then bills the customer for the $20. plus interest if payment isn't received by a certain date. and they send them out to merchants and expect you to look at this list before granting credit. Most bankcards grant credit if a person has a job.

billing and so on) and will cost you the same for a $10 sale as for a $500 sale. this argument also makes sense.(posting accounts.4 Objective of the Study The following are the objectives and purpose of the study- 19 | P a g e . which helps you spend your time more profitably running your business. From the result of the survey the Marketing department can take the corrective action to increase customer satisfaction and thereby increase productivity.3 Scope of the study The survey was conducted on Operative Level of IndusInd Bank. 2. You will (if you follow the credit card company's guidelines) be able to collect your money even if the cardholder skips town.They help management to build up an accurate picture of how consumers perceive the organization and highlight the causes of consumers dissatisfaction. Another benefit the sales personnel will tout is the security of credit card sales. You can (if you ask customers to fill in their name and address) have a day-by-day record of that customer's purchases and use your mailing list to promote future sales by mail. 2. The questionnaire for this survey was framed considering those factors where corrective action can be taken.2 Statement of the Problem This particular topic is selected because Consumer Perception is a very important element necessary for the smooth functioning of an organization Consumer surveys provide a channel for employees to communicate their views on a wide range of issues in total confidence . The credit card operation assumes the risk and pursues collection. A marketing benefit that helps your advertising sales is the automatic mailing list the credit-card sales slip provides you with. 2.

• SOURCE OF DATA Data are the raw materials in which marketing research works.• • • • • • The main emphasis is on the consumer perception about the credit cards. A study.5 Purpose of the Study The study has been conducted for gaining practical knowledge about Marketing practices and fulfillment of MBA (BU). The task of data collection begins after research problem has been identified 20 | P a g e . which wants to portray the characteristics of a group or individuals or situation. product and advertising. To find the Uses of credit cards with the special reference in Bangalore. To ascertain the Consumer Perception about the credit cards with respect to price. 2. is known as Descriptive study. It is mostly qualitative in nature. 2. To determine the target market for credit cards. To identify the ways to increase the market share of IndusInd Bank.6 Research Methodology • RESEARCH DESIGN “A research design is the arrangement of conditions for collection and analysis data in a manner to combine relevance to the researcher purpose with economy in procedure” The Research Design undertaken for the study is Descriptive one. To study the perception of people for credit cards in Bangalore. The main objective of Descriptive study is to acquire knowledge.

Data collected are classified into primary and secondary data.9 LIMITATION OF THE STUDY As I was asked to carry on my vocational training I found the following limitations during my training period. newspapers. annual publications. 2.8 DESCRIPTION OF STATISTICAL TOOLS USED Percentage Analysis In this project Percentage Analysis method test was used. To study the perception of consumer. The sample was randomly selected from each Customer. The percentage method is used to know the accurate percentages of the data we got.  Secondary data Secondary data were collected from the company’s website. memorandums of settlements. and journals and from books. 21 | P a g e .7 SAMPLING METHODOLOGY Research work was conducted by taking a sample of 100 consumers.  Primary data In this study. it is easy to graph out through the percentages. questionnaire was prepared and survey. So I could not collect all information regarding my topic. 2. 2.and research design is chalked out. the primary data is collected in form of questionnaire and through interviews with the Consumer.

• • • Shortage of time factor was one of the biggest constraints. 22 | P a g e . Most stress was given on the primary data as it was difficult to collect secondary data from the organization and distribution since it is difficult to ascertain the authenticity of their statements. Study is confined to INDUSIND Bank only. • • All the observation and recommendation was made on the feedback obtained from survey. There can be some biasness in the information provided by the Banks.

CHAPTER-3 INDUSTRY AND COMPANY PROFILE 23 | P a g e .

In this way. the credit card culture was formally introduced almost 25 years ago. say a Bank or Non-Banking Finance Companies (NBFC). and the second is to avoid the necessity of carrying currency with its inherent risk and inconvenience by providing the cards which are very easy to hold and carry.e. A credit card has blessed & facilitated the middle class with the power to chase and often purchase their dreams. normally made of hard plastic representing such substitution. currency. A credit card can be viewed as a payment tool which enables the card holder to purchase goods or services without parting with immediate cash & make one-time payment at the end of a specified period (known as the billing cycle. which is usually a month) with a provision for spreading this payment over several easy installments. which are generally beyond their means. people are being drawn to this new plastic money culture. The wave of credit cards entry set the banking industry – a vital sector of a society – into a new motion with ample scope of getting new accounts and more deposits 24 | P a g e . Thus. it enables the cardholder to postpone their payment by usage of card availing credit from the issuer of the card. credit card is essentially a “Pay Later Mechanism”. Thus. The first one is to facilitate credit purchases and offering the privilege of paying later. One of the main reasons for this kind of substitution is the postponement of payment i. In India. by usage of a card.3. Growth in India: In India. Plastic money refers to the substitution of the currency at the time when the transaction of buy & sell is taking place. Since 1982. the Indian credit card market witnessed a rapid growth with an increasing number of banks offering credit card facility. the credit card system serves two objectives.1 INDUSTRIAL PROFILE Credit Card Industry: A Background The new era of plastic currency seems to be here to stay with the rapidly growing mobile middle class.

has nearly $100million under its portfolio per month.a. the credit card business boomed in the 1990s.from other clients. is growing at 20-25 per cent per annum. Recently.. The credit card market in India is about 3 million with a value turnover of around Rs.3 times. The market is expected to grow by 30% p. In India. The credit card market in India. SBI Cards.555 crore during 2004-05. and more consumers found the concept to be a convenient mode of making payments with no need to carry cash.55 crore by March 31. of credit card holders is increasing day by day. now has 3 million cardholders to its credit. Further development took place as more establishments were willing to accept them in place of cash. it overtook Citibank and became the second largest credit card issuer. spending about Rs. the total billings on cards are estimated at over Rs 10. according to American Express.The number of credit cards in circulation has increased from 76 lakh in 2003. to over 1. According to Visa Internationals latest data. The company offers other benefits such as “city-affinity” on its cards for use in the metros. The credit card business is a low-margin. the population is at a whopping nine million today. large volumes in terms of cards issued and the transactions financed are required to make the operations profitable. State Bank of India (SBI) Cards & Payment Services Ltd. According to the HSBC Credit Card Launch Case study done by Katy Merchant. 700 per year. While the credit card industry is growing at 35% in India.14. The total expenditure through credit cards went up to Rs 20.2500 crore. A number of card 25 | P a g e .000 crore. the only non-banking finance company (NBFC) issuing credit cards in India. a joint venture between SBI and GE Money. The no. high volume business. Also. average Indian cardholder uses his card 9. Thus. growing at 20 per cent per annum. From half-a-million cardholders in 1992. led by ICICI Bank that has over 5million cards in the market. SBI Cards is growing at 70% annually. 2005. given the low income per card and the high initial investments by the bank. This would still be a very low penetration of a potential market of 60 million cardholders.

the issuers of credit cards have begun to offer much more than just credit to their customers like music system. where plastic money constitutes only 1% of the total personal consumption. Some of the banks are: American Express Nectar . many Indian banks have started offering additional facilities to 26 | P a g e . subscription to business magazines & journals. free accident insurance coverage for self as well as for spouse. the credit card industry has a lot of potential. executive diaries.using this affinity credit card could win you an exclusive prize Examining the credit card as an augmented product reveals that it does not provide just the facility of revolving credit but it enables the consumer to enjoy supplementary services in the form of additional benefits like the facility of add-on cards. etc.owners do not use their cards and almost 20 – 30 % cards are inactive (less than one usage every quarter).earn extra Nectar points Virgin Credit Card . Customers are getting additional benefits with the use of affinity credit cards. In a country of 11million card holders. With the rapidly increasing consumer needs.a very worthy charity's affinity credit card Manchester Utd FC . Along this line only. The flexibility to pay a small amount every month at every purchase and pay the balance later with some interest added has given the cardholder the freedom to spend and not worry about money.spend reward points on goodies in the Members Shop Breakthrough Breast Cancer . and others. Banks from the public sector as well as private sector are coming forward & are competing with the well established foreign players in this industry. To cope with the increasing competition & to survive in the credit card industry. there is surely more to come. Affinity Cards are issued by the sponsor banks especially for a particular section of people who take pride in the vocation or alma mater making them periodically donate some amount to improve the cause they love.

However.000 by June next year from 250. plastic transactions have hit a staggering US$200 billion per year. Touching on its credit card circulation. etc. cash withdrawal facility. Credit Card Industry in Asia: A Comparison Plastic society is spreading rapidly not only in India but in other Asian countries also.their credit card holders such as free personal accident insurance. In South East Asia. India and Thailand as set to become the hottest markets for card issuance. Chile. Bank Islam is expecting the number of its credit card holders to increase to 450. There is still more to come in credit card market. with $74 billion spent on credit cards. Malaysia. Consumers in emerging markets have discovered the credit card . with more than $200 billion. while Brazil and South Korea record much higher card usage. widely used and accepted. The Indian credit card market is not even yet near saturation. (According to MD. examining the value of transactions as opposed to the number of transactions.with a vengeance. add-on facility for dependents who are majors. 17 May. leveraged investment facility. the Chinese market is only fourth-largest. China and India have 27 | P a g e . while Brazil comes third. They now serve as a payment instrument in lieu of cash for many routine purchases. the increase in the use of credit cards as a transactional medium is a notable change in consumer financial services. Credit card as a payment instrument device has become an attractive & propitious proposition to consumers.5 percent market share of the credit card market. According to a report China. Brazil.000 currently. In China. where credit cards were unknown not long ago. China is undoubtedly the largest.The bank currently holds 1. The additional features’ being offered is changing the credit card in to a new avatar. called the convenient card. In terms of number of transactions. 2007). over the last two decades. temporary increase in credit lines. Zukri. offer a revolving credit line without the need for collateral & also provides convenient access to other banking services.

This increases the risk that some borrowers will become over extended. Issues and challenges to the Credit Card Industry: 28 | P a g e . credit card loans earn the credit card issuer about three-quarters of its revenue in the form of interest earnings.witnessed the most interesting recent developments as regards infrastructure. in their bid to boost market share in the face of intense competition. However. recently. They will also be able to enjoy special privileges such as access to low fare seats during sales exclusive to Citibank Air Asia cardholders as well as minimum 24 hours priority booking ahead of the general public. With adequate risk management & regulatory controls credit cards business can be profitable. High fixed overhead expenses imply that card issuers need to issue a large volume of cards to hopefully creditworthy heavy card users to maintain profitable operations. credit card-issuing banks are increasingly making easy the availability of credit. In addition. way above the rates they charge for other types of consumer lending. With every Ringgit (Malaysian currency) spent with their Citibank Air Asia credit card for any purchase. The balance comes from interchange fees charged on the merchant. banks are able to charge 18% per annum on credit card debt. To increase the subscriber base. Though a card loan amount is usually relatively small. increased competition can often lead to account management practices that increase the risk profile of the credit card portfolio. cardholders will earn an Air Asia point. Citibank & Air Asia tied the knot in Malaysia & launched their co-branded Citibank Air Asia credit card which enables the customer to earn free flights through a rewards programme when they shop at over 25 million outlets worldwide. Unlike corporate loans where margins can be razor thin and a single big bad loan can cripple the unfortunate lender. especially during periods of financial stress. possibly to ever-riskier customers.

consumer bankruptcies have erupted in recent years and there are grave concerns that the number will significantly increase as credit card debts mount up and distress more consumers financially. particularly through the use of credit cards.Implications: Credit card industry is growing at a very fast pace everywhere. According to a report. the National Economic and Social Development Board have warned that the rapid growth in consumer lending. Nowadays credit card has become a fashion orientation symbol. This sudden rush in borrowing has prompted concerns that consumer debt may spiral out of control. With over 100 million credit cards issued to the public around the end of 2002 (Kim 2002). things which are of no use to them & also beyond their paying capacity just because of the fact that with credit cards they can delay their payments. Deregulation by emergingmarkets governments and simplification of the credit-card application process have resulted in consumers taking advantage of the new lines of credit open to them. In South Korea.3 percent in 2001. Credit-card fraud is a problem that exclusively concerns emerging card markets. of consumers tend to use credit card beyond their paying ability is increasing. In Thailand. could jeopardize the country's future economic stability. especially in China. the no. household debt grew 20. borrowing up to their full credit. People are now more towards impulsive buying than being frugal. 29 | P a g e . Thailand and South Korea. Credit card has changed the consumer behavior extensively. But in their race they are forgetting that they are giving rise to defaults & manipulations all together. People are using credit cards more as a borrowing tool than a payment mechanism. The bad practices & increased cases of cloning of credit cards are on a rise as people want to defer their payments & sometimes want to evade them. They are buying blindly.

being selective in granting accounts and credit lines to maintain an acceptable level of credit risk. have been sending unsolicited cards to customers. has been unilaterally levying a host of charges like Suraksha Credit Shield Premia. Many credit card issuers levy charges without seeking the consent of customers. In a bid to lure customers. Citibank. propriety demands that additional cards be issued only on the request of customers and not otherwise. at the same time. the marketing agents make repeated and untimely telephonic calls to prospects as well as clients. Many customers are billed for cards lost in transit and unauthorized used by someone else. The card users are also harassed by the recovery agents and this has led to mounting customer complaints. Banks are more likely to issue credit cards to relatively high-income individuals as there is greater likelihood that they will promptly repay their debts and have low default rates. in the absence of any regulatory framework. The issuing bank manages these risks by issuing cards only to those with a risk profile it is comfortable with and then setting reasonable account limits. The card users’ privacy has been violated by poor orientation of the marketing agents. credit card companies have started unethical practices. Moreover.One of the other challenges credit card issuers face is generating a sufficient volume of profitable accounts while. besides having greater prospects of extensive card use. the Direct selling Agents(DSAs) and Direct marketing agents(DMAs) engaged by the card issuers. in violation of the spirit of basic banking principles. the largest issuer of credit cards in India.Card users are also concerned about their privacy being breached since many 30 | P a g e . transaction Handling Charge and Suraksha Personal Accident Premia Credit Card Industry in India: The Role of RBI. In their tele-marketing attempts. Most credit cardissuing banks. For instance.

The RBI guidelines refrain banks from issuing unsolicited credit cards. These are aimed at disciplining & monitoring the credit card market which has been growing at 50% per annum. etc. their rising number of complaints and grievances. printing of annual interest rates. The Reserve Bank of India (RBI) has thus issued guidelines for credit card operations in the country.times personal contact numbers are passed on to third parties by some unscrupulous elements with the institutions and their agents. or other levies imposed by the government. There are more than 1. The existing regulatory mechanism has been found wanting and inadequate to ensure proper administration of card business. The guidelines are based on this group’s recommendations. Henceforth. It means that the bank acts on behalf. credit card issuers will not be able to levy any charge not explicitly indicated to the credit card holder at the time of issuing the card. collection of debts. the RBI constituted a working group on Regulatory Mechanism for Cards. This led to the current scenario of harassment of card users. This norm. with many people having more than one credit card. To achieve this. enhancement of credit limits. Also. credit card issuers will have to adhere to these norms which. credit card issuers will be required to print ‘Most Important Terms and Conditions’ (MITCs) in Ariel-12 font so that a customer is at least able to read them. They will also have to set up a ‘Do Not Call Registry’ (DNCR) and abstain from calling/ sending SMSs to customers not wishing to receive marketing calls. Banks have also been barred from unilaterally upgrading credit cards and enhancing credit limits. The RBI is trying to restore this basic banking principle through the new norms. necessitating the Reserve Bank of India to intervene. In legal terminology. however. 31 | P a g e . will not cover charges like service tax. especially that of Credit Cards. and at the behest of the customer. among other things. deal with issuance of additional cards. a customer is a principal and the bank is his agent. As per the RBI norms in place.55 crore credit cards issued in the country.

especially the financial/cost implications of credit and irrational use of it can be detrimental to the interests of the customers. Apart from providing a number of advantages & benefits.35% of the outstanding balance. Citibank has been levying a monthly service charge. However. The intervention of RBI has certainly helped the customer and made him aware of the rules and regulations to be followed by the banks. Credit card companies will also have to provide the method of calculating the APR (separately for retail purchases and cash advances) with a couple of examples for better comprehension by customers. tie-ups. This offers enhanced scope for horizontal as well as vertical growth. without explaining the method of computation of interest charges on revolving credit. These marriages of convenience and alliances among the major players of the economy are evident as an on-going feature in the service sector. For instance. This includes sales. Ignorance of various terms and conditions of Credit Card agreement. marketing and recovery agents. which may go up to 3. star travel-houses etc. Plastic Cards have evolved as the most sophisticated and savvy product for corporate integration. There were co-branded Credit Cards with major airlines.At present. This will help customers who are more familiar with annual rates. credit card issuers quote monthly interest rates. Conclusion:The plastic currency has opened up a pandora’s box in the form of Credit Cards that adds to the ease & convenience of transaction settlements at the point of sale to the customers. This may not mean much to a customer unfamiliar with the dynamics of monthly interest rates. star-hotel chains. RBI norms make it clear that card issuers will be fully responsible for all acts of omission or commission by their agents. a customer would think twice before making use of revolving credit facilities. if told that Citibank is levying an interest rate which is as high as 40%. alliances and multi-branding of products. Now. the RBI has made it mandatory for credit card issuers to quote annualised percentage rates (APR). it has also a flip side for the unwary card user. 32 | P a g e .

instances of frauds can be minimized by being more alert while using Credit Cards.600 million was raised through private placement from Indian Residents while the balance Rs. conceived the vision of IndusInd Bank -the first of the new-generation private banks in India -and through collective contributions from the NRI community towards India's economic and social development. formally inaugurated in April 1994 by Dr. a leading Non-Resident Indian businessman and head of the Hinduja Group. started with a capital base of Rs.400 million (USD 13 million) was contributed by Non-Resident Indians. Srichand P. Switching on to Smart Cards and Photo Cards are a definite plus.This growth has also increased the chances of fraud in this industry. 3. of which Rs. Mr.1. on the internet. brought our Bank into being.000 million (USD 32 million at the prevailing exchange rate). Still. The Bank. Hinduja.2 COMPANY PROFILE Our Profile Genesis IndusInd Bank derives its name and inspiration from the Indus Valley civilisation -a culture described by National Geographic as 'one of the greatest of the ancient world' combining a spirit of innovation with sound business and trade practices. A New Era 33 | P a g e . Honourable Prime Minister of India who was then the country’s Finance Minister. Manmohan Singh. especially.

MCX. Awarded as the “Best Mid-Sized Bank Bank” in Business Today –KPMG Best Banks Survey 2011. The Bank has been bestowed with the mandate of being a Settlement Banker for six tea auction centres. one each in London and Dubai. ‘CARE AA’ for Lower Tier II subordinate debt program by CARE.The Bank also has 2 Representative offices.50 Marketing & IT Recognition Program amongst top 50 brands –organised by Paul Writer in association with IBM. and 674 ATMs spread across 254 geographic locations of the country as on December 31. IndusInd Bank has 365 branches. ‘CRISIL A1+’ for certificate of deposit program by CRISIL. It also offers DP facilities for stock and commodity segments. Awarded M. 2011.IndusInd Bank. It has a robust technology platform supporting multi-channel delivery capabilities.IT. NCDEX. which commenced its operations in 1994. It has multilateral tie-ups with other banks providing access to their ATMs for its customers. RATINGS: ‘ICRA AA’ for Lower Tier II subordinate debt program and ‘ICRA AA-‘ for Upper Tier II bond program by ICRA.R. It enjoys clearing bank status for both major stock exchanges BSE and NSE .and three major commodity exchanges in the country . 34 | P a g e . caters to the needs of both consumer and corporate customers. The Bank believes in driving its business through technology. and NMCE. Milestones With over 17 years of Operating History 2011 – 2012 Awarded as the “Best Bank Mid-sized” in Businessworld–PwC Best Banks Survey 2011. ‘Fitch AA-‘ for Long Term Debt Instruments and ‘Fitch A1+’ for Short Term Debt Instruments by Fitch Ratings.

Awarded the CII Environment Best Practice Award 2012 for the “Most Innovative Environmental Project”. Received the prestigious ISO 27001 certification for IT operations.com. the 2nd best new generation bank in Kerala by the State Forum of Bankers’ Clubs. “Excellence Award’. USA. Winner of ‘Best Use of technology in training and e-Learning Initiatives’ awarded by IBA Banking Technology Awards 2010. Recognised for 'Best Performance in Credit Quality' by financial Express. 2008 – 2009 35 | P a g e . Ranked 2nd in the fastest growing Bank (mid-size) category – published in “India’s Best Banks” report by Business World and PWC. Runners up of ‘Best Risk Management’ Initiatives awarded by IBA Banking Technology Awards 2010. Silver winner of ‘Excellence in Business Process Management and Work flow in Australia and Asia Region’ Global awards by Workflow Management Coalition and BPM. Awarded in the “Business Enterprise Services” category for running ATMs on solar power – Organised by Panasonic Green Globe Foundation. Awarded the status of ‘Star Brand 2011 ICMR Star Brands of India Survey. Kerala. 2010 – 2011 Most Improved Bank Performance of the Year’ awarded by Bloomberg UTV Financial Leadership Awards 2011. Talisma User awards for ‘Enterprise Adoption’ of CRM– 2010. Awarded the ‘Technology Bank of the Year-2009’ from IBA. Tier II Issue – raised Rs. 4200 million in March 2010. Kerala. 2009 – 2010 Awarded the "Best Priority Sector Bank" amongst the private sector banks by Duns & Bradstreet. ‘Excellence Award’ as the 2nd best New Generation Bank in Kerala for the second consecutive year awarded by the State Forum of Bankers Clubs. Awarded the “Best Bank in New Generation Category ” by the STATE FORUM OF BANKERS CLUB KERALA.

Ratings: ICRA Highest A1+ .raised Rs 2. 3rd Party Distribution Platform.2010) Appointed as Clearing & Settlement Bank at 6 major Tea Auction centres (includes 2 which were added in 2010) Tied up with BONY Mellon for on line remittances from United States to India 2007 – 2008 GDR Issue . 2004 – 2005 Signed an agreement with NCDEX as clearing banker Opened its second representative office in London 2003 – 2004 Ashok Leyland Finance Ltd. tied up with Cholamandalam MS for bancassurance Signed an agreement with National Multi Commodity Exchange Ltd as clearing banker 2005 – 2006 Tied-up with Religare Securities for offering 3-in-1 account covering banking.QIP Issue – raised Rs.CDs.000+ women by partnering leading MFIs like SKS Mircofinance Extensive IT initiatives Became clearing/settlement bank for NSE currency futures exchange New management team headed by Romesh Sobti inducted from ABN AMRO Bank NV 2006 – 2007 GDR .Economic Times. Best CSR Practice Company – BSE/NASSCOM Extended microfinance to 300. depository & securities trading Tied up with Aviva Life Insurance for bank assurance.raised Rs 1. Crisil P1+: CDs. 4803 million in August 2009 Regulatory clearance for 113 new branches are in place (as of June 30. FDs New Launch/Rollout: Mid-market Investment Bank.222 million. Warehouse Receipt Finance Awards/Recognition: The Smart Workplace .460 million. a leading NBFC merged with the Bank (total 115 36 | P a g e .

the bank has been consistent in communication through Television. Started operations with Rs 1000 Mn Capital Brand IndusInd Bank has been aggressive in its brand building program since last year. the bank:  Offers a new level of banking – better services. better understanding of unique needs and better management of finances  Demystifies the banking process and makes it more accessible 37 | P a g e .800 million. Promoted by a group of Non Resident Indians. a NBFC & one of the promoters of the Bank amalgamated with the Bank Increased branch network to 53 2001– 2002 Tie ups with exchange houses in Middle East and banks in the United States 1994 – 2000 IPO .000 million through preferential issue of shares Incorporated in 1994. That they get value for their money. For this.raised Rs 1. IndusInd Bank understands its customers’ money is not just money. the bank has taken many initiatives which have helped the brand connect up with the customers & enhance the visibility quotient. fuller.. Radio. and Outdoor & print advertising. the bank aims to ensure that the customers’ experience with the bank is pleasant and enriching. As a part of the brand building exercise. IndusInd Bank had launched its first ever mass media campaign in May-June 2009 along with its punchline “Makes you feel richer” and since then. enabling them to lead a richer. It is the vehicle to realise their dreams! Hence. opened representative office in Dubai 2002 – 2003 IndusInd Enterprises & Finance Ltd.branches). content life.. became clearing bank to First Commodities Clearing Corporation of India 2000 – Became clearing/settlement bank for BSE/NSE Raised Rs 1.

modern bank with values of dynamism. Your favorite IndusInd Bank TV Commercials Cash on Mobile ATMs Direct Connect Service Quick Redeem Service IndusInd Bank Open 365 Days 38 | P a g e . energetic. The bank is taking ‘responsiveness’ theme to customers and reinforces its commitment to give best-of-class services in the industry. confidence and progression Further. as a banking partner. In the recent advertising campaign. Apart from fulfilling traditional banking responsibilities. the Bank reinforces its focus on Innovative banking based on the philosophy of Responsive Innovation. the bank also aims to help its customers discover how they can do more things with their money. advises customers on how and where to use their money to get the best out of it  Projects an image of being a young.

IndusInd Check on Cheque IndusInd Choice Money ATM IndusInd Account Ready2Use Savings IndusInd Online Payments IndusInd Brand Campaign IndusInd Mobile Alerts Mission & Vision Mission 39 | P a g e .

We will consistently add value to all our stakeholders and emerge as the Best in class in the chosen parameters amongst the comity of banks. Vision IndusInd Bank will be:  A relevant business and banking partner to its clients  Customer Responsive. striving at all times to collaborate with clients in providing solutions for their Banking needs  A forerunner in the market place in terms of profitability. clients and branches within the next three years. by doubling our profits. productivity and efficiency  Engaged with all our stakeholders and will deliver sustainable and compliant returns PRODUCTS OF INDUSIND (Credit Cards) 40 | P a g e .

Gurgaon).  Important Note Currently Credit Card product & associated services are available in the following cities only – Delhi/NCR (Including Noida. We have therefore created different credit cards that complement your lifestyle and offer you more than you expect.We. at IndusInd Bank. Kolkata. Premium Credit Cards • • • • • Signature Credit Card Platinum Credit Card Platinum Aura Credit Card Platinum Select Credit Card World Miles Credit Card Co-branded Credit Cards • • Miles & More Credit Card by IndusInd Bank IndusInd Bank Landmark Credit Card Core Credit Cards • • • IndusInd Bank Gold Credit Card IndusInd Bank Business Credit Card IndusInd Bank Classic Credit Card 41 | P a g e . Pune. Bengaluru. You can apply for your IndusInd Bank Credit Card at all branches in these cities. understand that you are unique and special. Mumbai. Chennai.

Introducing IndusInd Bank Platinum Aura Credit Card that gives you the power and flexibility to make your choices. travel or party by selecting any one of the tailor. We bring to you four different Platinum Savings Plan which provide you flexibility and exclusivity to save by earning points.5 savings points 1.Platinum Aura Credit Card A card as versatile as you are.5 savings points 42 | P a g e . Here's a card that not only offers you best of lifestyle but also the flexibility of rewards points.made plan. Spend Categories Shopping in departmental stores Purchase of consumer durables or electronic items Restaurant bills Books Savings points on Rs. So. Choose your Platinum Savings Plan: Platinum Aura Shop Plan IndusInd Bank Platinum Shop Plan manages your finances better and helps you save. and enjoy the lifestyle you've always dreamt of. that you can later redeem against dues on your IndusInd Bank Platinum Aura Credit Card or airline miles. 100 spent 4 savings points 2 savings points 1. Platinum Aura Reward IndusInd Bank Platinum Aura Credit Card gives you the opportunity of maximizing savings while you shop. go ahead. Each time you spend on the listed spend categories with your IndusInd Platinum Aura Credit Card you earn savings points*.

000 Annual savings points# 1.5 savings points 1.795 2 savings points Rs. you earn savings points* that you can later redeem against dues on your IndusInd Bank Platinum Aura Credit Card or airline miles.5 airline mile 0.5 savings points Platinum Aura Shop Plan Value Chart Savings points Spend Category Shopping in departmental stores Purchase of consumer durables or electronic items Restaurant bills Books All other spends 1. Spend Categories Grocery shopping Cellphone bills Savings points on Rs. 24.000 Rs.All Other Spends on your card * 1 savings point = Re 0. 4.5 savings points Your total savings points# Platinum Aura Home Plan The IndusInd Bank Platinum Home Plan gives you the flexibility to save while you shop for your home.000 700 earned on every Rs.5 savings points 0. 35.5 savings points Rs. 15. 100 spent 4 savings points 2. 40.600 43 | P a g e . 100 spent** 4 savings points Estimated annual expenses** Rs.000 Rs.000 360 60 75 2.50 or 0. Each time you spend on the listed spendcategories with your IndusInd Bank Platinum Aura Credit Card.

5 savings points 0. 18. 100 spent** 4 savings points 2.5 savings points * 1 savings point = Re 0.000 Rs. 36.5 savings points 1.50 or 0. 18.5 savings points 0.000 Rs.000 Annual savings points# 1. 10. 12.000 Rs.000 Rs.5 savings points 2. that Estimated annual expenses** Rs.5 savings points 1.5 savings points 1.440 450 300 150 75 90 2.000 Rs. 5.5 airline mile Platinum Aura Home Plan Value Chart Spend Category Grocery Cellphone bills Electricity bills Insurance premium Medical Spends All other spends Savings points earned on every Rs.5 savings points Your total savings points# Platinum Aura Travel Plan The IndusInd Bank Platinum Travel Plan is the ideal plan for your frequent traveling needs. Each time you spend on the listed spend categories with your IndusInd Bank Platinum Aura Credit Card you earn savings points.505 44 | P a g e .Electricity bills Insurance premium Medical Spends All Other Spends 2.5 savings points 1.

000 Rs. 8.000 Rs. 45. Spend Categories Hotel expenses Airline Tickets Car rental expenses Rail tickets All Other Spent Savings points on Rs. 15. 4.5 savings points 1.125 120 60 75 2.400 1.5 savings points * 1 savings point = Re 0.50 or 0.5 airline mile Platinum Aura Travel Plan Value Chart Spend Category Hotel expenses Airline Tickets Car rental expenses Railway tickets All other spends Savings points earned on every Rs.000 Rs.000 Annual savings points# 1. 100 spent** 4 savings points 2.5 savings points 0. 100 spent 4 savings points 2. 35.5 savings points 1.5 savings points 1.5 savings points Your total savings points# Estimated annual expenses** Rs.5 savings points 0. 45 | P a g e .you can later redeem against dues on your IndusInd Bank Platinum Aura Credit Card or airline miles.780 # The above illustrations are based on hypothetical estimates of periodic expenses.5 savings points 1.000 Rs.

5 savings points 0. 15. you earn savings points that you can later redeem against dues on your IndusInd Platinum Aura Credit Card or airline miles Savings points on Rs. 20.000 Rs. 100 spent** 4 savings points Estimated annual expenses** Rs.Platinum Aura Party Plan With our IndusInd Bank Platinum Party Plan you can indulge in all the partying and socialising that your lifestyle demands. 100 spent 4 savings points 2 savings points 2 savings points 1.5 savings points Spend Categories Restaurant bills Shopping in departmental stores Payments in Bars & Pubs Movie Tickets All Other Spent * 1 savings point = Re 0.000 400 75 75 2.000 Rs.5 savings points 0.790 2 savings points Rs. Each time you spend on the listed spend categories with your IndusInd Bank Platinum Aura Credit Card. 40. 5.000 Annual savings points# 1. 36.5 airline mile Platinum Aura Party Plan Value Chart Spend Category Restaurant bills Shopping in departmental stores Payments in Bars & Pubs Movie Tickets All other spends 2 savings points 1.5 savings points Your total savings points# Rs.000 800 Savings points earned on every Rs.440 46 | P a g e .50 or 0.

We present you a redemption option that will add miles to wherever you travel. in association with our partner airlines. Redemption Option 2: We understand that your lifestyle and business take you across the world. 0. Redemption of Reward Points: We understand your need for choice and have tailored our redemption options to provide you the best of both worlds. Jet Airways: If you are a Jet Privilege member. you can redeem your reward points on IndusInd Bank Platinum Aura Credit Card for JPMiles at the following rate IndusInd Bank Platinum Aura Credit Card 100 Reward Points Kingfisher Airlines: Jet Privilege 50 JP Miles 47 | P a g e . Redemption Option 1: You can now convert your reward points into cash credit and use them to pay the outstandings on your card. Your reward points will be converted into cash credit @ 1 reward point = Re.5 of cash value.# The above illustrations are based on hypothetical estimates of periodic expenses. All you need to do to redeem your reward points into cash credit is to call our phone banking number on 1860 267 7777.

enjoy while travelling and also save big. simply • • • Accumulate a minimum of 500 Reward Points. we have brought a unique complimentary priority pass program which gives you access to 600 lounges across the world. The miles will be credited to your respective membership account within 15 working days. Because you are exclusive to us. IndusInd Bank Platinum Aura Card provides range of offers for its Platinum Aura Credit Card customers. • • • Platinum Aura Travel Travel in lap of luxury across the country for business or pleasure. Priority Pass Program : IndusInd Bank values your enduring patronage and strives to offer the very best of services to keep our relationship growing. 48 | P a g e . The reward points will be redeemed in multiples of 100. Call our 24/7 phone banking team at 1860 267 7777. Specify the number of reward points you would like to redeem. where you fly effortlessly. you can redeem your reward points on IndusInd Bank Platinum Aura Credit Card for King Miles at the following rate:IndusInd Bank Platinum Aura Credit Card 100 Reward Points King Club 50 King Miles To redeem your Reward Points against partner miles. Quote your IndusInd Bank Platinum Aura Credit Card number and Jet Privilege/King Club membership number.If you are a King Club member.

50. 25. 13.Value Offering: Annual membership Priority Pass Membership Travel Plus Program: IndusInd Bank understands your travel needs and brings to you a u a unique travel assist program .'Travel Plus'.With the Travel Plus Program.000 Rs.000 Annual Saving $270 (Rs. 100.500 approximately) Priority Pass cost USD99 X 2 Annual Benefit USD 198 (Rs 9. you enjoy special waivers on lounge usage charges outside India.000 Sum assured (up to) $ 100. 3.000 Rs. Value Offering: Benefits Lounge usage Monthly Saving Maximum of 10 lounge usage/yr of value $27 Travel Insurance Cover Details: IndusInd Bank has tied up with ICICI Lombard General Insurance Company Limited (“Insurance Company”) as a group manager to provide Cardholders with the following insurance cover under the Program: Insurance cover Overseas medical insurance (up to 20 days per year) Lost baggage Delayed baggage Loss of passport Lost ticket Missed connection Rs.000 Rs.900 per annum approximately) Enjoy all these benefits of Travel Plus Program at a nominal fee of Rs.000 Rs. 25.000 per annum. 25. 49 | P a g e .

hotel reservation and other lifestyle needs. line the weather. All you have to do is call ask for assistance. We take care of the rest. Sports and Entertainment Booking:- 50 | P a g e .Platinum Aura Concierge Platinum Aura Concierge IndusInd Bank Platinum Aura Credit Card enables you to have a team of professionals. Flight Booking:The concierge will make all the necessary flight arrangements to help you get to your desired destination. The concierge shall make all the arrangements in the finest hotels across the world to ensure you have a pleasurable and comfortable stay. Collect all the information you need to know before you go. Hotel Reservation:Let the concierge handle your reservations. This is a complimentary service with host of premium benefits. modes of transport etc. The concierge will provide you with all the information about your travel destination. Concierge offers you: Pre-trip Assistance:No more pre-trip worries. accessible from any corner of the world to assist you with flight booking. important landmarks. sit back and relax.

Exclusive Booking:If you are interested in special events like workshops or talks by eminent personalities.Whether it's the FIFA finals (FIFA needs to be changed) or strawberry and cream at the Wimbledon.5% surcharge at any petrol pump across India. leave it to the concierge.400 51 | P a g e . Actual savings will depend on the usage pattern of a particular cardholder. With a waiver* of 2. Platinum Aura Assurance Total Protect: Monthly Savings Rs 200 Annual Savings Rs 2. Now. the concierge will make sure you don't miss out on your favourite event. anywhere in the world. you can have a gift delivered to anyone. Flower and Gift:Need help arranging a special gift or want to send flowers to that special someone. Platinum Aura Freedom Get freedom from surcharge on petrol pumps across India. whether it is Swiss watches of French wine. the concierge will provide you with all the information you need and also make reservations on your behalf (whenever possible). Value Offering: Petrol Surcharge Waiver Monthly fuel usage @Rs 8000 The information given in the value offering is based on certain assumptions and is for illustration purpose only. the concierge will ensure that it is delivered to your loved ones.

You don’t need to worry about fraudulent usage of your card anymore.000 per month. Platinum Aura Value Table: Annual Estimation Platinum Aura Privileges Priority Pass Membership for you and your partner Savings on Fuel Surcharge## Annual value of Reward Points on an average spend of Rs 10.kind program which covers you for a sum up to the credit limit on your credit card and is available on add-on cards as well. Air accident cover: With the IndusInd Bank Platinum Aura Credit Card. Reward 52 | P a g e Savings on Market Value $99 x 2 = Rs 9900 Rs 2. Also get a complimentary Personal Air Accident insurance cover up to 25 lacs. you also get a complimentary Personal Air Accident insurance cover of up to Rs. • Counterfeit Fraud: The IndusInd Bank Platinum Aura Credit Card offers you insurance to protect yourself against incidents of counterfeit fraud.400 Rs 1.25 lacs.of. With us. Total Protect' covers you for the following:• Unauthorized Transactions in case of loss / theft of Card: An insurance cover is provided up to 48 hours prior to you reporting the loss of your card. 'Total Protect' is a first.500 . you can be worry free about fraudulent usage of your card. With IndusInd Bank around to lend you a helping hand. you have very little to worry about.its.

For every Rs. Benefits Platinum Select Rewards Earn reward points on every Rs.Points earned will depend on Savings Plan selected Total Savings estimate of expenses.800 *The above illustration is based on hypothetical Platinum Select Credit Card The IndusInd Bank Platinum Select Credit Card has been crafted to perfection with a range of exclusive privileges to match your exquisite tastes. Rs 13. Redeem these points for airline miles or against your outstanding. This credit card sets you apart from the rest of the world. you get 1 reward point. The rewards program on your IndusInd Bank Platinum Select credit card has been specially designed to cater to your premium lifestyle. 53 | P a g e .100 spent on your IndusInd Bank Platinum Select credit card. 100 you spend using your platinum select credit card.

IndusInd Bank Platinum Concierge assistance service offers you the following benefits: Personal Reservations The platinum concierge service will make all the arrangements in the finest hotels across the world to ensure that you have a pleasurable and comfortable stay. 1 Reward Point = Re. IndusInd Bank provides you with a 24/7 concierge service which will take care of all your needs. book a car and even send flowers and gifts to your loved ones with the concierge service. make reservations. 100 Reward Points = 100 airmiles on partner domestic and international airlines. 0. the platinum concierge will be at your service whenever you need it. Redeem against airmiles: You can also redeem your reward points for air miles on our domestic and international partner airlines and earn free trips to your dream destinations.75 of cash value Platinum Select Personnel Plan a trip.Redemption of Reward points: You have a range of exciting options to choose from for redeeming your rewards points earned on your platinum select credit card. Redeem against cash value: You can also redeem your reward points against your outstanding. Personal Limousine Be as a sedan or limousine. Personal dining out 54 | P a g e .

Anniversary. leave it to the concierge to organize the most special events in your life. 25 lakhs. This waiver is applicable for all transactions between Rs. Platinum Select Organiser Get an additional business card for tracking your business expenses separately. The platinum concierge will ensure your loved one has it delivered to them. Additional card for business expenses Now you can keep track of your business expenses separately. Platinum Select Freedom Now you won’t have to pay a 2. IndusInd Bank Platinum Select credit card helps you take your business forward by providing you an additional card for your business expenses and an year-end summary of accounts. you can have a gift delivered to anyone.5% surcharge* at any petrol pump across India with using your platinum select credit card.000 only. anywhere in the world.5% surcharge* on fuel at any petrol pump across India. You can apply for an additional card and your statement will show your expenses separately. allowing you to fly worry-free! 55 | P a g e . 400 to Rs. dinner or business lunch. Platinum Select Assurance** Get a complimentary personal air accident insurance cover of up to Rs. Get a waiver of 2. Personal Flower and Gift arrangement Now. Get reservations at the finest eateries around the world. 4. segregating your business and personal expenses.

000 Rs.000 Rs. IndusInd Bank values your enduring patronage and strives to offer the very best of services to keep our relationship growing. baggage protection or other possible misfortunes such as loss of air ticket or a missed flight connection. 10. You can avail of insurance covers for medicals. With the Travel Plus Program.000 Rs.800 56 | P a g e . you have access to over 500 VIP airport lounges around the world as part of the Priority Pass Program. 25. ensures that you are at complete peace of mind while traveling abroad. 25. 50. $27 is waived on every usage which means you can save up to $270 (Rs. For a maximum of ten lounge usages per year.000 Rs.What's more. you are also protected against unauthorized transactions on your card with 'Total Protect'. Total Protect covers you for a sum up to your credit limit and is available on add-on cards as well. 25.000 Rs. 100. Extensive International travel insurance benefits (up to 20 days per year) Being a Travel Plus Program member.000 Insurance cover Overseas medical insurance Lost baggage Delayed baggage Loss of passport Lost ticket Missed connection Waiver of lounge usage charges As a IndusInd Bank cardholder. Platinum Select Travel Plus Exclusive International travel privilege plan that protects and pampers. Because you are exclusive to us. we have brought a unique travel assist program . you also enjoy special waivers on lounge usage charges outside India. Sum assured (up to) $ 100.'Travel Plus'.

Now spend your way to free flights on Jet Airways using your IndusInd Bank Credit Card! If you are a JetPrivilege member. For example: If you have 2. IndusInd Bank Credit Cardholders* who are King Club members can convert Reward 57 | P a g e .500 reward points on your IndusInd Bank Credit Card. you can redeem them for 2. you can now redeem your reward points on IndusInd Bank Credit Card* for JPMiles.approximately)! Enjoy the benefits of Travel Plus Program at a nominal fee of Rs.500 JPMiles. at the rate of 1JPMile per reward point. you need to:  Call our 24/7 phone banking team at 1860 267 7777#  Quote your IndusInd Bank Credit Card number and JetPrivilege membership number  Specify the number of reward points you would like to redeem for JPMiles The JPMiles will be credited to your JetPrivilege membership account within 15 working days. Kingfisher Airlines Convert 100 Reward Points to 100 King Miles. India’s only Five Star airline now offers you with an the opportunity to earn King Miles on your everyday expenses. 3. IndusInd Bank in partnership with King Club. and add to the JPMiles balance in your JetPrivilege membership account To redeem your reward points for JPMiles.000 per annum Convert Reward Points Jet Airways Convert Reward Points into JPMiles. the frequent flyer programme of Kingfisher Airlines.

Specify the number of IndusInd Bank Reward Points you would like to redeem for King Miles (in multiples of 100). Call the IndusInd Bank 24-Hour Phone Banking Number on 1860 267 7777. o Now speed up your way to free flights on Kingfisher Airlines using your IndusInd Bank Credit Card! Platinum Credit Card 58 | P a g e . You can convert your reward points into King Miles in the following ratio: IndusInd Bank Credit Card 100 Reward Points King Club 100 King Miles To convert Reward Points on your IndusInd Bank Credit Card to King Miles. you can convert your IndusInd Bank Reward Points into King Miles and get closer your free flights. Collect a minimum of 100 Reward Points. o simply o o Quote your IndusInd Bank Credit Card number and your King Club membership number.Points on their IndusInd Bank Credit Card to King Miles and earn their free flights faster. Convert your credit card points to King Miles If you have a IndusInd Bank Card.

you can keep up to the commitments that your lifestyle demands. Now.The IndusInd Bank Platinum Credit Card is a premium offering with a comprehensive range of travel. lifestyle and golf benefits. You are also entitled to 50% extra Enrich flyer award miles on payments made through IndusInd Bank Signature credit cards. You will also be entitled to get one F1 ticket per passenger if you avail the offer for travel between 15th March 2012 to 25th March 2012. The airline holds a lengthy record of service and best practices excellence. Besides this enjoy complimentary usage of the Business Class Lounges in India and the Golden Lounge at Kuala Lumpur International Airport (KLIA). having received more than 100 awards in the last 10 years IndusInd Bank in association with Malaysia Airline offers you to get one ticket with complete base fare waiver on the purchase of business class return ticket for travel on Malaysia Airlines on key destinations for you and your companion. Customer will contact Malaysia Airlines Reservation and make a booking 2. You will also get 1000 Enrich Miles as Bonus which will be credited into your Enrich Card within 2 weeks after enrollment. Offer applicable from 1st January 2012 to 31st December 2012 Please follow these steps to book tickets Customer contacting Malaysia Airlines 1. Counter staff to issue the ticket after verifying the form of payment (Credit Card) 59 | P a g e . Benefits Malaysia Airlines Malaysia Airlines is the world’s leading airlines to Asia. Use your IndusInd Bank Signature credit card to purchase two return tickets for the price of one ticket. Passenger to come to the Malaysia Airlines city office and show his IndusInd Bank Signature or Platinum Credit Card 3.

enabling you to enjoy the power and freedom of maximum flexibility and limitless access. Travel agent will contact the Malaysia Airlines office and makes a booking. 60 | P a g e . Platinum Quick Redeem Service Get rewarded quickly! Our constant effort is to add value to our relationship and in our endeavor to do just that. Travel agent will send copy of IndusInd Bank Signature or Platinum Card to Malaysia Airlines counter 7. Customer will contact a travel agent for the booking 5.5 points each time you spend Rs. we have introduced the quick redeem service. 0.Customer contacting Travel Agent 4.85 of cash value Please note that you need a minimum of 250 Reward Points to redeem your points. You can redeem the points on your IndusInd Bank Platinum Credit Card for the following:  Redeem against Airline miles 100 Reward Points = 100 Airline miles  Redeem against the outstanding on your credit card 1 Reward Point = Re. 6. 100 on your platinum credit card. Transact on your IndusInd Bank Platinum credit card and request for quick redemption. Malaysia Airlines Counter staff will issue ticket and mail to the agent / passenger Platinum rewards Special customers like you deserve superior recognition and status. You earn 1. Travel agent will send across a ‘Virtual Multi-purpose document’ (VMPD) to the Malaysia Airlines counter for ticketing along with passport copy 8. The IndusInd Bank Platinum Rewards is a complimentary elite points program. It is specially designed to cater to your lifestyle.

Quick Rewards Redemption Process  Once the transaction is done on your IndusInd Bank Platinum Credit Card.000 on your IndusInd Bank Platinum Credit Card then. 365 days of the year. 10. there could be a thousand things that could interrupt your journey.000 150 You will receive SMS communicating 150 reward points you have earned for this transaction. Platinum personnel For the first time in India. Auto Assist When on the road. For the first 61 | P a g e . you will receive a transaction message  The transaction message will be followed immediately by a Quick Redemption Service message highlighting the number of rewards earned on the particular transaction  The message will mention rewards earned on that particular transaction  If you want to redeem your reward points.The service offers you to earn reward points in a transaction and to redeem these earned points instantly. An unwanted flat tyre. SMS keyword “Instant” followed by number of reward points mentioned in previous message and forward it to 5676757 and we shall process your request in 3 working days Example If you do a transaction of Rs. an unforeseen vehicle break-down or any other emergency can now be tackled with your Platinum Auto Assist.  Transaction Value Reward Points Merchant Earned@ 1.5% Name 10. IndusInd Bank introduces an emergency service for 24 hours a day.

Welcome to the world of IndusInd Bank Platinum Concierge Assistance. 365 days of the year.  The services shall be available to the Cardholder only if the Cardholder’s credit card is in ‘live’ status and the transactions 62 | P a g e . armed hostilities (regardless of a formal declaration of war). political coup. Expect exclusive service. administrative or political impediments. act of foreign enemies. gifting a special soft toy to your loved one or acquiring passes to the Bryan Adams concert.time in India. Someone who you trust would make the right decision and someone who would be there to serve you – 24/7 all 365 days. war. rebellion. And at every step of the way. for you hold the tag of being among the privileged few. insurrection. Disclaimer  The concierge services are brought to you by Europ Assistance India Pvt Ltd (“Service Provider”). We do it all on your behalf. invasion. International Concierge Assistance Imagine having a man Friday. riot and civil commotion. civil war.  Both IndusInd Bank and the Service Provider shall be acting under instructions through specified media from the Cardholder under good faith.  IndusInd Bank & the Service Provider shall not be responsible for delays or failures to provide services caused by any strike. an impeccable service where your personal preferences take precedence. IndusInd Bank introduces an emergency service for 24 hours a day. all you have to do is call our Platinum Auto Assist. terrorism. or radioactivity or any other event of force majeure or Act of God which prevents the Service Provider from rendering the services. All services would be rendered on a best efforts basis and shall be subject to the availability and existence of the third party providers to render the service. you’ll receive the prestige and recognition that you deserve. So. when in need on the road. Be it booking tickets for a Brazil soccer match.

ordered by the Cardholders is within the available credit limit on the credit card.  The Cardholder agrees that transaction charges and cost of the goods ordered shall be debited from his IndusInd Bank platinum credit card account.  The transaction will be carried out by the service provider based on the instructions provided to them by the Cardholder.  IndusInd bank does not underwrite or warrant the services of service providers/ goods of the vendors procured using the platinum credit card and shall not be responsible for any defect, deficiency, delay or imperfection in such goods/ services or for any loss or damage suffered or personal injury caused to the Cardholder directly or indirectly by the use or non-use of the goods/ services provided by the respective vendors/ service providers.  IndusInd Bank reserves the right to modify wholly or in part the scope of the services being offered under this facility. Platinum assurance Get a complimentary insurance cover up to Rs. 25 lakh. Comprehensive Travel Insurance Unforeseen events often take you by surprise. With our comprehensive travel insurance up to Rs. 25 lakhs, you are always prepared. Be assured that your loved ones are secure and always have a helping hand with the IndusInd Bank Platinum Credit Card. Complete security with Total Protection With the IndusInd Bank Platinum Credit Card we offer you the following complimentary insurance features to make your card usage as safe and secure as possible: Total Protection

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Total Protection is a unique IndusInd Bank feature that covers you for unauthorised transactions on your card at merchant establishments. Total Protection covers you for a sum up to the credit limit on your card. Total Protection covers the following:  Unauthorized transactions in case of loss / theft of card: We provide an insurance cover up to 48 hours prior to your reporting the loss of your card to IndusInd Bank.  Counterfeit Fraud: In case your card or its details are stolen the IndusInd Bank Platinum Credit Card offers you insurance to protect yourself against unscrupulous usage of your card. Platinum organizer Get additional card for tracking your business expenses separately. Additional Card for business expenses IndusInd Bank now offers an additional card for your business expenses. This gives you the advantage of tracking your business expenses separately and allows you to have a record segregating your business and personal expenses. Year End summary of accounts When you spend, we take care that a record of your expense is maintained. Your card provides you with a YearEnd summary of your spends to give you a 360 degree view of your card spends. With this, you can enjoy convenience and use this benefit to help simplify budgeting and tax preparation. Platinum travel plus IndusInd Bank values your enduring patronage and strives to offer the very best of services to keep our relationship growing. Because you are exclusive to us, we have brought a unique travel assist program - 'Travel Plus'. Extensive International travel insurance benefits (up to 20 days per year) 64 | P a g e

Being a Travel Plus Program member, ensures that you are at complete peace of mind while traveling abroad. You can avail of insurance covers for medicals, baggage protection or other possible misfortunes such as loss of air ticket or a missed flight connection. Insurance cover Overseas medical insurance Lost baggage Delayed baggage Loss of passport Lost ticket Missed connection Sum assured (up to) $ 100,000 Rs. 100,000 Rs. 25,000 Rs. 50,000 Rs. 25,000 Rs. 25,000

Enjoy the benefits of Travel Plus Program at a nominal fee of Rs. 3,000 per annum Platinum Value Expect unparalleled privileges and benefits from IndusInd Bank Platinum Card. These privileges and benefits give you much more value than the actual cost of the card. Value Table Platinum Privileges Estimated Savings on Market Value Priority Pass Membership for yourself & your partner $99 x 2 ~ Rs 7600 Rs 3,000 on estimated 100 Savings on International Roaming Cost in London min of call time Rs 6,000 on rental of a Toyota Corolla for 4 days Complimentary golf twice a month at any of the 2 prestigious clubs (assuming Rs 2,250 green fees per Rs 50,000 18 hole round) Movie tickets at theaters 4 times a month Rs 12,000 Savings on Fuel Surcharge* Rs 2,400 Annual value of Reward Points on an average spend Rs 4,590 of Rs 30,000 per month (450 points per month) Total Savings Rs 85,590

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Earning of Reward Points: Watch your reward points grow by using your IndusInd Bank Signature Credit Card for business or pleasure wherever and whenever you choose. Mont Blanc: Choose from an eclectic range of Mont Blanc products with a welcome gift voucher. For every Rs.100 spent on your IndusInd Bank Signature Credit Card. you get 1. All applicable taxes and other charges will need to paid by the customer using the IndusInd Bank Signature Credit Card. Signature Reward The Rewards program on your IndusInd Bank Signature Credit Card is designed for simplicity. Jet Airways: Fly high to your destination with Jet Airways promotion codes that will entitle you to a one way journey of your choice. Redemption of Reward Points: 66 | P a g e . The promotion codes will enable you to avail 100% discount on base fare. Simply call concierge at 1860 267 7777 to book your personal preview at select Mont Blanc boutiques*. Choose any one of the options from a select collection of welcome gifts for you.5 Reward Points.Signature Welcome Welcome to the Signature Life. The IndusInd Bank Signature Credit Card allows you to earn rewards faster and gives you two simple options to redeem them as per your convenience. The rewards of the Signature Life are many. With the IndusInd Bank Signature Credit Card you can enjoy all the privileges that you deserve. The choice is yours.

All you need to do to redeem your reward points into cash credit is to call our phone banking number on 1860 267 7777.in association with our partner airlines. Redemption Option 2: We understand that your lifestyle and business take you across the world. you can redeem your reward points on IndusInd Bank Signature Credit Card for JPMiles at the following rate IndusInd Bank Signature Credit Card 100 Reward Points Kingfisher Airlines: Jet Privilege 100 JP Miles If you are a King Club member. 1 of cash value. Your reward points will be converted into cash credit @ 1 reward point = Re. Redemption Option 1: You can now convert your reward points into cash credit and use them to pay the outstandings on your card.We understand your need for choice and have tailored our redemption options to provide you the best of both worlds. you can redeem your reward points on IndusInd Bank Signature Credit Card for King Miles at the following rate:- IndusInd Bank Signature Credit Card 100 Reward Points King Club 100 King Miles 67 | P a g e . Jet Airways: If you are a Jet Privilege member. We present you a redemption option that will add miles to wherever you travel.

• • • Signature Quick Redeem Service Get rewarded quickly! Our constant effort is to add value to our relationship and in our endeavor to do just that. Call our 24/7 phone banking team at 1860 267 7777. The reward points will be redeemed in multiples of 100. simply • • • Accumulate a minimum of 500 Reward Points. SMS keyword “Instant” followed by number of reward points mentioned in previous message and forward it to 5676757 and we shall process your request in 3 working days • Example 68 | P a g e . Transact on your IndusInd Bank Signature credit card and request for quick redemption. The miles will be credited to your respective membership account within 15 working days.To redeem your Reward Points against partner miles . we have introduced the quick redeem service. The service offers you to earn reward points in a transaction and to redeem these earned points instantly. Specify the number of reward points you would like to redeem. Quick Rewards Redemption Process • Once the transaction is done on your IndusInd Bank Signature Credit Card. Quote your IndusInd Bank Signature Credit Card number and Jet Privilege/King Club membership number. you will receive a transaction message The transaction message will be followed immediately by a Quick Redemption Service message highlighting the number of rewards earned on the particular transaction • • The message will mention rewards earned on that particular transaction If you want to redeem your reward points.

Mumbai Aamby Valley Golf Course. Aamby Valley. Signature Golf IndusInd Bank Golf Program* is a comprehensive program for golf enthusiasts. Maharashtra Discounted coaching lessons can be enjoyed at the following clubs: The IndusInd Bank Golf Program offers up to 20% discount on golf lessons at the following clubs: • • Golden Greens Golf and Country Club. Chennai Jaypee Greens. Kolkata Clover Greens Golf Course.000 150 Shoppers Stop Merchant Name You will receive SMS communicating 150 reward points you have earned for this transaction.If you do a transaction of Rs. 10.5% 10. Bangaluru Willingdon Sports Club.000 on your IndusInd Bank Signature Credit Card then Reward Transaction Value Points Earned@ 1. Gurgaon Jaypee Greens. Complimentary green fees can now be enjoyed at the following clubs: • • • • • • • Golden Greens Golf and Country Club. IndusInd Bank invites its Signature cardholders to tee-off as green fee players and enjoy complimentary rounds of golf. Greater Noida Tollygunge Club. Gurgaon Madras Gymkhana Club(Guindy Golf Course). Greater Noida 69 | P a g e .

70 | P a g e • . you can book movie tickets with our partners.com to book your tickets today. Kolkata Touch Golf Academy.000/- Two 2.• • • • Sun Palm Driving Range. Please log onto www.cinemax. Customer can avail up to 4 free tickets in a month. bookmyshow.000/Annual Savings 3. 300 per session month Complimentary Total Annual Savings 20. Fame Cinemas and Sathyam Cinemas for you and your companion for the price of one Cinemax: • • • • Buy one movie ticket and get the other one absolutely free*.000/- Signature Life Movies are magical and what better way to experience them than with someone special. Chennai Pro Touch Golf Academy (Tollygunge).com: • • • Buy one movie ticket and get the other one absolutely free*.250 green fees per 54. Offer valid on all theatres registered with Bookmyshow across all major cities. Bookmyshow.in to book your tickets today. Thane Value Offering: Golf Benefits 10 Golf lessons Complimentary Golf Hole in one insurance Offer Rs. Cinemax. As a IndusInd Bank Signature Credit Cardholder.co. Customer can avail up to 2 free tickets in a month. Please log onto www. Bangaluru Golden Swan Country Club. Offer valid across all Cinemax screens in India.000/77.bookmyshow.

Please log onto www. • Sathyam Cinemas: • • • • Buy one movie ticket and get the other one absolutely free*.1200 Rs.com to book your tickets today.2680 Annual Savings Rs. Please log onto www.6000 Rs.32160 *The above illustration is based on hypothetical estimate of expenses Signature Travel Being a frequent globetrotter was never this rewarding. Customer can avail unlimited free tickets in a month. Premier and Executive Class:• • • Buy one movie ticket and get the other one absolutely free*.famecinemas.Kolkata and Bengaluru. Customer can avail unlimited free tickets in a month. 71 | P a g e . fly effortlessly and enjoy when travelling. Please log onto www.famecinemas. Offer valid on all theatres registered with Fame Cinemas across all major cities. Customer can avail up to4 free tickets in a month.14400 Rs.in to book your tickets today. Silver. IndusInd Bank Signature Card presents a range of offers for its Signature Card customers.480 Rs. where you can save big.comto book your tickets today. Value Offering: Offer Cinemax Bookmyshow Fame Sathyam Grand Total Monthly Saving Rs.• Fame Cinemas: Gold Lounge Offer :• • • • Buy one movie ticket and get the other one absolutely free*.6000 Rs.5760 Rs. Offer valid in Mumbai (excluding Malad).thecinema.500 Rs.500 Rs. Offer valid in Chennai only.

You are also entitled to 50% extra Enrich flyer award miles on payments made through IndusInd Bank Signature credit cards. Offer applicable from 1st January 2012 to 31st December 2012 Please follow these steps to book tickets Customer contacting Malaysia Airlines 1. The airline holds a lengthy record of service and best practices excellence.Malaysia Airlines Offer Malaysia Airlines is the world’s leading airlines to Asia. Counter staff to issue the ticket after verifying the form of payment (Credit Card) Customer contacting Travel Agent 72 | P a g e . Passenger to come to the Malaysia Airlines city office and show his IndusInd Bank Signature or Platinum Credit Card 3. Besides this enjoy complimentary usage of the Business Class Lounges in India and the Golden Lounge at Kuala Lumpur International Airport (KLIA). Customer will contact Malaysia Airlines Reservation and make a booking 2. You will also get 1000 Enrich Miles as Bonus which will be credited into your Enrich Card within 2 weeks after enrollment. Use your IndusInd Bank Signature credit card to purchase two return tickets for the price of one ticket. having received more than 100 awards in the last 10 years IndusInd Bank in association with Malaysia Airline offers you to get one ticket with complete base fare waiver on the purchase of business class return ticket for travel on Malaysia Airlines on key destinations for you and your companion.

Travel agent will send copy of IndusInd Bank Signature or Platinum Card to Malaysia Airlines counter 4.900 per annum approximately) Travel Plus Program: IndusInd Bank understands your travel needs and brings to you a u a unique travel assist program . you also enjoy special waivers on lounge usage charges outside India. With the Travel Plus Program.'Travel Plus'. Travel agent will send across a ‘Virtual Multi-purpose document’ (VMPD) to the Malaysia Airlines counter for ticketing along with passport copy 5. Malaysia Airlines Counter staff will issue ticket and mail to the agent / passenger Priority Pass Program : IndusInd Bank values your enduring patronage and strives to offer the very best of services to keep our relationship growing. Because you are exclusive to us. Travel agent will contact the Malaysia Airlines office and makes a booking. 73 | P a g e . Value Offering: Annual membership Priority Pass Membership Priority Pass cost USD99 X 2 Annual Benefit USD 198 (Rs 9. 3. we have brought a unique complimentary priority pass program which gives you access to 500 lounges across the world. You have access to over 500 VIP airport lounges around the world as part of the Priority Pass Program.1. Customer will contact a travel agent for the booking 2.

000 Missed connection Rs.Value Offering: Benefits Lounge usage Monthly Saving Maximum of 10 lounge usage/yr of value $27 Annual Saving $270 (Rs. 25.500 approximately) Travel Insurance Cover Details: IndusInd Bank has tied up with ICICI Lombard General Insurance Company Limited (“Insurance Company”) as a group manager to provide Cardholders with the following insurance cover under the Program: Insurance cover Overseas medical insurance (up to 20 days per year) Lost baggage Delayed baggage Loss of passport Lost ticket Rs.000 Enjoy all these benefits of Travel Plus Program at a nominal fee of Rs. 50. 100.000 Rs. 74 | P a g e .000 per annum.000 Sum assured (up to) $ 100.000 Rs.000 Rs. 25. 13. 25. 3.

4 DATA INTERPRETATION & ANALYSIS Analysis and Interpretation of Data There are eleven questions in the questionnaire comprising of both open-ended and close-ended questions.CHAPTER. Analysis of these questions has been done in sequential order followed by the general interpretation:- 75 | P a g e .

Sex Male Female Total Percentage 85 15 100 Source:-Survey Inference:. 85 are male & 15 are female who are using credit card facilities.  Age group of credit card users. 76 | P a g e .Out of 100. Gender of Credit card user.

• Your annual Income 77 | P a g e .Age Group 20 to 35 35 to 50 50 to 60 Above 60 Source : Survey Percentage 30 45 15 10 Inference :. 15% Customer are in age between 50-60 and 10% are more than 60.30% Customer are in age between 20-35. 45% of Customer are in age between 35-50.

00.000 < 12.000 6.00. Which area they belong Area Percentage 78 | P a g e .Maximum No.00.00. Of customer are >3 lakhs. Of Customer are in income group of 6 to 12 Lakhs and minimum No.000 to 12.00.Annual Income >3.000 to 6.000 3.00.000 Total Percentage 20 28 30 22 100 Source : Survey Inference :.

Occupation of credit card user Occupation Percentage 79 | P a g e .Rural Urban Total Source : Survey 10 90 100 Inference :.More No. Of Customer are from Urban areas.

Lawyer Doctor Engineer Architect Exporter Others Total Source : Survey 12 20 31 16 8 13 100 Inference :. Of Customer are Engineer because more IT & Manufacturing Company. Which Bank Credit card you use Bank INDUSIND Bank Percentage 20 80 | P a g e .Max No.

More number of customer are from HDFC and other banks (CITI. AMEX etc). How long have been you using the Credit card Period of Credit Card Less than 6 months Percentage 25 81 | P a g e .SBI Bank ICICI Bank HDFC Bank Others Total Source: Survey 10 18 25 27 100 Inference :.

1to 2 years 2 to 4 years More than 4 years Total Source : Survey 29 36 10 100 Inference :. Because every financial year a new card with new features is introduce in market. Why have you chosen this bank Preferance Past Relationship Percentage 31 82 | P a g e .More number of users Between 1 to 3 years.

More number of Customers using the credit cards because of brand name and good Service to customer. Are you satisfied with the services providing by your bank Satisfied Customers V. Satisfied Satisfied Percentage 16 33 83 | P a g e .Brand name Near to home/office Others Total Source : Survey 29 18 22 100 Inference :.

Indifferent Dissatisfied V. Dissatisfied Total Source : Survey 10 25 16 100 Inference :.More number of Customers are satisfied because of Service and Commitment up to mark. Are you satisfied with Bank’s Services Service Satisfaction Yes No Percentage 76 24 84 | P a g e .

85 | P a g e .Total Source : Survey 100 Inference :.Bank service of this bank more satisfied to the consumer.

Chapter 5 FINDING, CONCLUSION AND SUGGESTION

5.1 FINDINGS

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• • • • • •

Very few customers prefer using credit card in today’s world Mostly people using their services more than 2 years. Many bank users prefers credit card. Many people faces problem in interest rate. According to service IndusInd found better. According to value added services we found Citi Bank better than IndusInd Bank. because some customer change IndusInd to Citi.

• • • •

Mostly people are satisfied with their Credit limit. Mostly people want free credit cards from their bank. If people given a choice to opt any other they prefer IndusInd Bank Mostly people are satisfied their customer care service provider.

5.2 CONCLUSION
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As mentioned earlier and also by going through the whole company profile and other data,it is clear that INDUSIND Bank has few offices across the country. By working in such a successful organization,I have come to know lot about this organization’s functioning and its markets exacting quality control absolute commitment and integrity and most significantly a sense of dynamism of striving for the extraordinary and lots more to offer it one of the most professional in its nature. The main purpose of the organization study was to know about the organization and the functioning of various department.After my study I can say that the INDUSIND Bank follows a flat organizational structure with adequate number of employees in each functional department. Moreover the company is having good infrastructure which can help in the future for increasing the business worldwide.only the thing is the company is having very less involvement in advertisement campaign is they concentrate on much more for advertising it would help them for attracting new customers.

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 Various special & attractive offers should be introduced. 89 | P a g e .5.  There should be more number of Branches & ATM.  It is advised to the company that rather than selling its service only in leading Company better to tie up with the SME’S.3 SUGGESTIONS  It should try to analyse its 4th position & try to move up in ranking.  Credit Cards should be available on date.

BIBLOGRAPHY 90 | P a g e .

wikipedia.com http://search.Bibliography  Text Books: Keller. 1999. brands. 2004. Kotler.ebscohost. & Research.com http://web. Levy.indusind.com/ehost/pdfviewer/pdfviewer? vid=12&hid=113&sid=d68f034d-2456-48c1-9fd6-f5a715d6ce2c 91 | P a g e . Sidney J. Pearson Education. New York. 3rd Edition.  Magazine: India Today  Newspaper: Economic Times  Websites: • • • www. New Delhi.com www. Kevin.. Philip. Consumers. New Delhi 2004.ebscohost.com/ehost/pdfviewer/pdfviewer? vid=10&hid=113&sid=d68f034d-2456-48c1-9fd6-f5a715d6ce2c %40sessionmgr14 http://web. How to Create. Lane. Second Edition. The Free Press.ebscohost. Sage Publications. Win & Dominate Markets. Measuring. 3rd Edition. and Managing Brand Equity. Symbols.Building. Strategic Brand Management.

%40sessionmgr14 Annexure 92 | P a g e .

_____________________________Zip code___________________ Phone no.000 to 2.00.00.00. Occupation of credit card user? Lawyer Architect Doctor Builder Engineer Consultant urban 1. 15 to 35 50 to 60 3. Which area they belong? Rural 5._____________________________Mob.00.000 to 3. Male 2. Gender of Credit card user.Questionnaire On Credit Card Name: ______________________________Today’s date _________________ Address: ________________________________________________________ City.00.000 35 to 50 Above 60 Female 93 | P a g e .____________________ 1.00. state. Age group of credit card users.000 2.000 < 3.No. Your annual Income? >1.000 4.

How long have been you using the Credit card? Less than 6 months 2 to 4 years 8.Exporter Importer Student Others. Please specify______________________________________ 6. 7. Satisfied Satisfied Indifferent Dissatisfied V. Are you satisfied with Bank’s Services? Yes No 94 | P a g e . Please specify_______ 1to 2 years More than 4 years SBI Bank HDFC Bank 9. Are you satisfied with the services providing by your bank? V. Dissatisfied 10. Which Bank Credit card you use? INDUSIND Bank ICICI Bank Others Pls Specify……………. Why have you chosen this bank? Past Relationship Near to home/office Brand name Others.

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