You are on page 1of 89

A PROJECT REPORT ON “COMPARISION OF RETAIL BANKING OPERATION OF ING VYSYA BANK WITH ICICI BANK, HDFC BANK,SBI

& PNB AT MEERUT BRANCH”

Submitted in partial fulfillment of the requirement of award of the degree of MASTER OF BUSINESS ADMINISTRATION

Under supervision of Mr. Divya Sethi Branch Head ING Vysya Bank

Submitted by Priyanka Gupta

Page | 1

TABLE OF CONTENT
Sno 02 03 04 05 06 07 08 09 10 11 12 13 14 Content INTRODUCTION REVIEW OF LITERATURE DESIGN OF STUDY OBJECTIVE OF STUDY RESEARCH METHODOLOGY SCOPE OF STUDY DATA INTERPRETATION SWOT ANALYSIS FINDING LIMITATION RECOMMANDATION ANNEXURE BIBLIOGRAPHY Page No 05 17 38 39 40 42 59 80 81 83 85 88 87

Page | 2

DELARATION
I hereby to declare that the work for the Dissertation report entitled “Comparision Of Retail Banking Operation Of Ing Vysya Bank With Icici Bank, Hdfc Bank,Sbi Bank & Pnb Bank Including Profitability At Meerut Branch” completely done by me, based on my work conducted in ING VYYSA BANK, MEERUT I also declare that this project work has not been submitted to any other university or Institution for the award of any degree, diploma, fellowship or other similar title. Admittedly, I have received suggestions and guidance from my guides for the partial fulfillment of MBA.

Page | 3

CHAPTER -1 INTRODUCTION

Page | 4

the government nationalized the six next largest in 1980. Allahabad Bank. has witnessed a series of reforms over the past few years like the deregulation of interest rates. It is necessary for a nation to achieve growth and remain stable in this global world and global economy. India's central banking authority. After India's independence in 1947.  In 1949. In 1969 the government nationalized the 14 largest commercial banks. History of INDIAN BANKING SYSTEM Banking in India originated in the last decades of the 18th century.  In 1948. dilution of the government stake in public sector banks (PSBs) and the increased participation of private sector banks. control. Central banking is the responsibility of the Reserve Bank of India. and inspect the banks in India.INTRODUCTION Banking system of a nation is the shadow of nation’s economy. with one of the largest banking networks in the world. which in 1935 formally took over these responsibilities from the then Imperial Bank of India. the Banking Regulation Act was enacted which empowered the Reserve Bank of India (RBI) "to regulate. and it became an institution owned by the Government of India. The first banks were The General Bank of India. the Reserve Bank was nationalized and given broader powers. and the Bank of Hindustan. was nationalized. established in 1865 and still functioning today. the Reserve Bank of India. is the oldest Joint Stock bank in India. The Indian banking system. a government-owned bank that traces its origins back to June 1806 and that is the largest commercial bank in the country. both of which are now defunct The oldest bank in existence in India is the State Bank of India. A healthy and profitable banking system is just like the backbone of nation’s economy. which started in 1786." Page | 5 . relegating it to commercial banking functions.

namely. product range and reach-even though reach in rural India still remains a challenge for the private sector and foreign banks. till this time. The new wave ushered in a modern outlook and tech-savvy methods of working for traditional banks. The new policy shook the Banking sector in India completely. with minimal Page | 6 . This move. Currently (2009). at present it has gone up to 49% with some restrictions. licensing a small number of private banks. private banks and foreign banks The next stage for the Indian banking has been setup with the proposed relaxation in the norms for Foreign Direct Investment. along with the rapid growth in the economy of India. strong and transparent balance sheets relative to other banks in comparable economies in its region. People not just demanded more from their banks but also received more. Indian banks are considered to have clean. These came to be known as New Generation tech-savvy banks. Go home at 4%) of functioning. were used to the 4-6-4 method (Borrow at 4%. The Banking Regulation Act also provided that no new bank or branch of an existing bank could be opened without a license from the RBI. and included Global Trust Bank (the first of such new generation banks to be set up). ICICI BANK Bank and HDFC Bank. and no two banks could have common directors Liberalization in INDIAN BANKING SYSTEM In the early 1990s. revitalized the banking sector in India. All this led to the retail boom in India. the then government ePGDMrked on a policy of liberalization. where all Foreign Investors in banks may be given voting rights which could exceed the present cap of 10%. government banks. Bankers. which has seen rapid growth with strong contribution from all the three sectors of banks. The Reserve Bank of India is an autonomous body. banking in India is generally fairly mature in terms of supply. which later amalgamated with Oriental Bank of Commerce. ICICI Bank(earlier as UTI Bank). In terms of quality of assets and capital adequacy. Lend at 6%.

000 branches and 17. North and Latin America. They have a combined network of over 53. PROFILE ING is a global financial institution of Dutch origin offering banking. and asset sales. 31 private banks (these do not have government stake.27 public sector banks (that is with the Government of India holding a stake). takeovers.2% and 6. life insurance and retirement services and operates in more than 50 countries. they may be publicly listed and traded on stock exchanges) and 38 foreign banks. The stated policy of the Bank on the Indian Rupee is to manage volatility but without any fixed exchange rate-and this has mostly been true. corporate and institutional customers in Europe. The Origin of ING Group ING group originated in 1990 from the merger between “Nationale Nederlanden” the largest Dutch Insurance Company and “NMB Post Bank” Group. One may also expect M&As. The company followed suit by changing the statutory name to ING Group. mortgages and investment services are expected to be strong.pressure from the government. Combining roots and ambitions. investments. ING is a global financial services company providing banking.5% respectively. India has 88 scheduled commercial banks (SCBs) . ING serve more than 85 million private. their commitment to Page | 7 . They draw on their experience and expertise. Market circles soon abbreviated the name to I-N-G. Currently. especially retail banking. With the growth in the Indian economy expected to be strong for quite some time-especially in its services sector-the demand for banking services. with the private and foreign banks holding 18. life insurance and retirement services. The public sector banks hold over 75 percent of total assets of the banking industry. investments.000 ATMs. Asia and Australia. the newly formed company called Internationale Nederlanden Group•.

They provide retail customers with the products they need during their lives to grow savings. further mitigate risks and bring its costs in line with revenue expectations. large corporations. families. institutions and governments STRATEGY ING’s overall mission is to help customers manage their financial future. ING will execute efforts across all its business lines to strengthen customer confidence and meet their needs. ING’s strategic focus is on banking. COPERATE RESPOSIBILITY ING wants to pursue profit on the basis of sound business ethics and respect for its stakeholders. technological and demographic trends on their side. ING has the long-run economic. life insurance and retirement services. manage investments and prepare for retirement with confidence. With wide range of products. Capitalizing on changing customer preferences and building on our solid business capabilities. small businesses. preserve a strong capital position. Corporate responsibility is therefore a fundamental part of ING’s strategy: ethical. ING aligns its business strategy around a universal customer ideal: saving and investing for the future should be easier. comprising individuals. While steering the business through turbulent times. social and environmental factors play an integral role in business decisions Page | 8 .excellent service and their global scale to meet the needs of a broad customer base. innovative distribution models and strong footprints in both mature and developing markets. investments.

The origin of the erstwhile Vysya Bank was pretty humble. ING Vysya Bank Ltd. At the Diamond Jubilee Celebrations.. In 1990. during Oct 2002. It was in the year 1930 that a team of visionaries came together to form a bank that would extend a helping hand to those who weren't privileged enough to enjoy banking services. ING of Dutch origin. In 1980. had termed the performance of the bank stupendous. Madhu Dandavate. the Platinum Jubilee of the bank was celebrated during 2005. The synergies arising out of the three distinct but complimentary businesses are bound to be an asset to the group in the changing market dynamics of the future. is an entity formed with the coming together of erstwhile. the Bank made rapid strides to reach the coveted position of being the number one private sector bank.The ING Vysya BANK Ltd. The 75th anniversary. Page | 9 . The first such signs are already visible on the horizon with combined products being successfully launched by the different entities of the group in conjunction with each other It's been a long journey since then and the Bank has grown in size and stature to encompass every area of present-day banking activity and has carved a distinct identity of being India's Premier Private Sector Bank. while the corporate office of ING Investment Management is situated at Mui. the Bank completed fifty years of service to the nation and post 1985. the bank completed its Diamond Jubilee year. ING and ING Vysya Life Insurance are headquartered at Bangalore. the then Finance Minister Prof. a premier bank in the Indian Private Sector and a global financial powerhouse. Vysya Bank Ltd.

Belgium. Smartserv. 1992 Deposits cross Rs. The Bank launched a range of products & services like the Vys Vyapar Plus.for the best HR 1998 Practices by Institute of Directors.. Commenced 1988 Pioneered the concept of Co branding of Credit Cards 1990 Promoted Vysya Bank Housing Finance Ltd. & commissioning of VSAT. Orange Current and Protected Home Loans 2004 Introduced Protected Home Loans . 2002 ING takes over the Management of the Bank from October 7th .the -art Date Centre at ITPL.02 2003 Introduced customer friendly products like Orange Savings.The long journey of seventy-five years has had several milestones 1930 Set up in Bangalore 1948 Scheduled Bank 1985 Largest Private Sector Bank 1987 The Vysya Bank Leasing Ltd.My Own Account for youth and Customer Service Line – Phone Banking Service Page | 10 . Save & Secure. personal assistant service. the International Debit Card and the mi-b@nk net banking service. 2002 2002 RBI clears the new name of the Bank as ING Vysya Bank Ltd. Bangalore.June 1998) 2000 State -of .a housing loan product 2005 Introduced Solo . the range of loan schemes for traders.12. ATM services. vide their letter of 17. Rated as Best Domestic Bank in India by Global Finance (International Financial Journal . Two National Awards by Gem & Jewellery Export Promotion Council for excellent performance in Export Promotion Cash Management Services.1000 crores 1993 Number of Branches crossed 300 1996 Signs Strategic Alliance with BBL. SaPGDMndh. an account 2002 that provides accident hospitalization and insurance cover. Golden Peacock Award . RBI clears setting up of ING Vysya Life Insurance Company 2001 ING-Vysya commenced life insurance business.

00 1888.35 443.400 5.00 91870.10 133352.2006 Bank has networked all the branches to facilitate AAA transactions i.00 125693.01 (381.20 119761. 000. Anywhere.30 90805.50 162.00 104780. Anytime & Anyhow Banking Year 1940 1950 1960 1970 1980 1990 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 Networth 0.00 43163.00 185070.70 146500.00 Profits 0.80) 90.90 14260.001 0.10 44180.90 7473.70 11101.20 7094.90 102315.30 20.80 39380. Every month around 70 to 90 saving accounts and 20 to 30 current account are opened which shows the consistency of the Bank and currently bank holds around 1500 saving bank accounts Page | 11 .00 6527.00 81411.00 2223.40 1.00 258650.90 687.00 15940.00 2422.13 50.24 7067.74 1.0 1569.e.50 154185.00 10196.00 69367.6 889.09 0.50 1414. It is the newest Private Sector Bank in the city and yet has achieved a remarkable growth rate in past 7 months.00 56120.50 62.50 590.30 8509.40 74240.00 6863. It has got its Journal Ledger of the size of Rs.13 0.50 863.000 (12 crore rupees) and has got customer base of 1800 well satisfied happy customers.70 4584.80 13.00 Deposits 0.00 11.80 813.70 204980.120.00 248900.001 1.00 Outlets 4 16 19 39 228 319 481 484 483 456 523 536 562 626 677 857 866* The ING Vysya Bank Meerut ING Vysya Bank Meerut branch was established somewhere in September 2008 and it stands at third position in the region for its performance.00 Advances 0.400 3.10 5900.10 80680.10 91.60 3.00 167510.10 371.

00 15940.90 687.80) 90.001 0.20 119761.60 3.10 44180.90 14260.50 863.80 13.13 0.00 56120.00 185070.30 20.10 80680.00 104780.80 813.00 91870.00 81411.00 2223.0 1569.50 154185.400 3.70 146500.400 5.70 204980.50 590.001 1.00 258650.24 7067.01 (381.00 6527.50 62.80 39380.00 2422.10 371.70 11101.30 8509.00 Outlets 4 16 19 39 228 319 481 484 483 456 523 536 562 626 677 857 866* Page | 12 .30 90805.00 248900.00 6863.00 167510.00 10196.40 1.50 1414.00 Advances 0.10 5900.6 889.00 Profits 0.40 74240.20 7094.In terms of pure numbers.09 0.00 69367.00 125693.50 162.10 91.13 50.35 443.00 Deposits 0.90 7473. the performance over the decades can better be appreciated from the following table: Year 1940 1950 1960 1970 1980 1990 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 Networth 0.90 102315.00 1888.00 43163.70 4584.10 133352.74 1.00 11.

Page | 13 .

CHAPTER-2 REVIEW OF LITRATURE Page | 14 .

RTGS (Real Time Gross Settlement) transactions at all branches. Smartserv . Statement of Account through E-mail. National Electronic Funds Transfer (NEFT) through the internet banking channel. Some of the major features and benefits of this account are: FREE               Free issue of International Debit Card.REVIEW OF LITRATURE Types of saving accounts offered by ING Vysya Bank A) ORANGE SAVINGS ACCOUNT: This account is the basic product of ING Vysya Bank.Internet banking facility. AAA Cash deposit (Customers) – Free up to 2 transactions per month and a value limit Page | 15 . where QAB is maintained.Personal Assistance Service. where QAB is maintained.000 per annum. Unlimited ATM transactions at over 196 ING Vysya ATM’s. In this account minimum cash balance required to open an account & the Quarterly Average Balance requirement is Rs5000. with the ING Vysya International Debit card.000 (Cirrus/Cashnet) ATM’s in India. Transfer of funds across all branches. Electronic Bill Payment service. Shopping convenience at over 2 Lakh merchant locations.50. Unlimited ATM transactions at over 25. Mi-b@nk . Unlimited usage of payable at par (PAP) Cheques. 2 Demand Drafts with a value not exceeding Rs.

This product has its significance particularly in Metropolitan/A grade cities. SPEED LAP Shop using your ING Formula savings account and get Formula One merchandise. 75.  Smartserv. 25000/- Some of the major features and benefits of this account are :       Maximum withdrawal limit from ING’s ATM or any other bank’s ATM is Rs. B)ING FORMULA SAVINGS ACCOUNT: This is the product of ING Vysya Bank which is targeted towards the upper middle class segment of the society.  Payable at par Cheques.  Free multi branch.enhanced accessibility. Free sms alerts on transactions above Rs. Exclusive F1 themed. Maximum shopping limit through ING’s ATM/Debit card is Rs.of Rs. Multi-city banking convenience.000 + other bank ATM’s. Page | 16 . SPECIAL BENEFITS CARD FUEL GAUGE   Fill fuel across any petrol pump in India and get the 2.000.Personal Concierge Services.5% surcharge waived.000. Minimum cash balance required to open this account and Quarterly Average Balance requirement is Rs.000/- BENEFITS  Free unlimited access to 25. Internet Banking services. Free Payable at Par cheques. Basically the targeted segment is the age group between 18-40 yrs. 50. 1500. This product is also useful for people who travel frequently particularly to Metropolitan/A grade cities. Formula 1 International Debit card. 50.

 ING Platina Debit Card Use your ING Platina Gold Debit Card and withdraw cash up to Rs1 lac per day from any ATM. 1000/- C) PLATINA ACCOUNTS This product (account) of ING Vysya Bank is a special product for special class of customers.  Account Representative Services Now when you are out building a business empire or taking that well deserved vacation. 2000/12 second runner ups. Page | 17 . while you pursue your passion. This product has special features which are mainly meant for business class people who have to make large payments and have regular transactions. This product is designed to reduce the efforts put in handling banking and financial needs.000 Features:  Dedicated Relationship Manager Our dedicated relationship managers can help you manage your money.Gift vouchers worth Rs. The Platina account holder becomes the preferred customer of the bank.Gift vouchers worth Rs. This can also be termed as Preferred Platina Banking.RACE DAY  Whenever there is a Formula 1 race anywhere in the world. 5000/10 runner ups. Shop using your ING Formula debit card on the day of the race and top 25 spenders for the race day wins vouchers from ING.    3 winners – Gift vouchers worth Rs. 100.  Wealth Management Service Our preferred banking services offer you customized financial strategies on how to invest and where to invest based on simple financial risk profiling. be it business or pleasure. The average quarterly balance (QAB) is Rs. there is a race for u as well. Avail a 1% cash back on shopping with your Debit Card.

       The ICICI BANK Bank International debit card is a debit-cum-ATM card provides with the convenience of acceptance at merchant establishments and cash withdrawals at ATM. Page | 18 .just nominate someone else to do your routine banking enquires. Types of saving accounts offered by other private banks ICICI BANK A) ICICI BANK Savings Bank Account: ICICI BANK Bank is also offering the saving accounts as their products. Nomination facility is available.10. Personal and Home loans.000 in all accounts. Anywhere Banking facility entitles the account holder to withdraw or deposit cash upto a limit of Rs. Interest is payable half-yearly.000 across all ICICI BANK Bank branches. Avail preferential rates on Demat. Money Multiplier Facility Internet Banking is offered free of cost. Third party withdrawal limit is only Rs 15. An average quarterly balance of Rs. Bank Lockers.000 and free demand draft making facility for a month is only up to Rs 10. Free withdrawal limit from ATM card is only up to Rs 25.50.000.000 only in metro and urban locations.  Preferential rates on ING products Get more out of the Platina relationship.

Waiver of Anywhere Banking charges across all ICICI BANK branches. charge of Rs. Waiver of annual fee for Debit card.10. Free and Unlimited access (cash withdrawals and balance enquiry) to any Bank's ATM in the country using ICICI BANK International Gold Debit card. Special asset deals from time to time. The minimum quarterly average balance (QAB) requirement for Gold Privilege account is Rs. Non-maintenance of the required QAB in any quarter attracts a charge as per the following guidelines: If QAB is between Rs. Waiver of DD/PO charges for up to Rs. International VISA Gold debit card with higher daily withdrawal and spend limit. Better rates for Foreign Exchange Service.000.750 will be levied Your Gold Privilege account entitles you to select privileges and offers: BENIFITS             Jump Queue facility in ICICI BANK branches. charge of Rs.000 and Rs.000.000.500 will be levied If QAB falls below Rs. Priority Processing through ICICI BANK Phone Banking.100.000.000 and Rs.250 will be levied If QAB is between Rs. especially created for valuable customers. Discounts on Safe deposit locker facility. Page | 19 .10.000 per day.50.25. Free usage of payable-at-par chequebook. Preferential rates for Gold Coins.25.50. charge of Rs.B) GOLD PRIVILAGE ACCOUNTS The Gold Privilege Account brings the customer exclusive benefits.

This account offers a dedicated Branch Relationship Manager supported with a Phone Banking Relationship Manager.75. 5 lac and Rs. BENIFITS             Branch Relationship Manager supported with Phone Banking Relationship Manager. 3. A higher daily withdrawal and spend limit on a Titanium debit card. Complete waiver on DD/PO charges. Free International Titanium Debit Card. In addition to this. Discounted rates on safety locker charges. subject to FD of min. Customer need to maintain a TRV of between Rs. Preferential rates on purchase of foreign exchange with a complete waiver on commission charges. Free usage of multi-city cheque book. Customer can realize the benefits of a Titanium Privilege Account on the basis of his total relationship value (TRV) with the bank. Page | 20 .tailored to take care of customer’s banking and investment requirements and status. there is waiver of QAB charges. Preferential rate on purchase of ICICI BANK Pure Gold. Unlimited free access to any bank’s ATM throughout the country. 10 lac and a quarterly average balance (QAB) of Rs. Free physical monthly account statement. Priority processing at all ICICI BANK branches and through customer care.C) TITANIUM PRIVILAGED ACCOUNT This product from ICICI BANK is mainly to serve privileged customer (upper class) In constant endeavor to fulfill all the banking needs and enhance exclusivity ICICI BANK launched Titanium Privilege Account .000.75 Lac. Anywhere banking.

Free InstaAlerts for all account holders for lifetime of the account. an instant solution to all frequent utility bill payments. without any usage charges upto a limit of Rs. pay utility bills or stop cheque payment. Phone Banking and Mobile Banking. draw Demand Drafts and withdraw cash. Customer can check the account balance. Customers can avail the facilities like Safe Deposit Locker. Free Passbook facility available at home branch for account holders (individuals).000/. By maintaining an average quarterly balance of just Rs. B) SAVING MAX ACCOUNT Welcome to a world of convenience. Instructions for payment over the phone or through the Internet. loaded with maximum benefits to make banking experience a pleasure.50. Free cash withdrawals on any other Bank's ATM Free Payable-at-Par chequebook. Free Email Statement facility. through SMS.HDFC BANK A) REGULAR SAVING ACCOUNT An easy-to-operate savings account that allows customer to issue cheques. Page | 21 . Withdrawal of cash from any of the 3275 ATM centers spread across the country. Advantage of BillPay. 25. HDFC has presented SavingsMax account. Customer can check balances from the comfort of his home or office through Net Banking.000/per month.customer can get a host of premium services from HDFC Bank. Personalized cheques with customer’s name printed on each cheque leaf for enhanced security. FEATURES & BENEFITS           Facilities like Net Banking and Mobile Banking. Sweep-In and Super Saver facility on their account.

In the event of the balance in SavingsMax account exceeding Rs 50.000/-. Free Payable-at-Par (PAP) chequebook. NetBanking.000/. Gold Debit Card for other account holders at Rs 250/.* Free Demand Drafts on HDFC Bank locations. 50% off on the Locker rental for the 1st year only.a. Free Monthly Statement of Account.per day free.  Optional sweep out facility to transfer extra savings to a Fixed Deposit. Free Passbook facility available at home branch for account holders (individuals).000/. Free Woman's Advantage/International Debit Card for all account holders for lifetime of the account. Free Gold Debit Card for primary account holder for lifetime of the account.for a 1year 1day period. without any usage charges up to a limit of 1 lac per month.FEATURES & BENIFITS       Free unlimited transactions: Cash withdrawal and balance enquiry. the amount in excess of Rs 50.000/.per day at home branch. MobileBanking.will be swept out in to a Fixed Deposit with a minimum value of Rs 25000/. upto Rs 50.        Free BillPay & InstaAlerts for all account holders for lifetime of the account. Folio maintenance charges on Demat account free for first year.50.p. Self/Third Party Cash Deposit/Withdrawal at non-home branches. at all HDFC Bank ATMs & on any other Bank's ATM using your HDFC Bank Debit Card.90 per thousand on the full amount would be applicable.000/-. Above Rs 50. at the threshold of Rs. Free National Electronic Funds Transfer facility.000 a charge of Rs 2. upto a limit of 50. Free Email Statement facility C) PREFERRED BANKING ACCOUNTS Page | 22 .

2.000 FEATURES & BENIFITS          Dedicated Relationship Manager Customized Investment Solutions Investment Options e-Broking Expedited Tax Payments Relationship Pricing Business Solutions On-demand exclusive privileges Annual Service Charge Waiver Page | 23 . The minimum quarterly available balance (QAB) that has to be maintained in this account is Rs. so as to give special benefits to them.This account has been offered by HDFC for its preferred customers.00.

Service quality
ING Vysya Bank provides the top notch quality to its customers. They have so many special features that no other banks provide till date, like: 1. Special cabin/room for its customers to wait and relax when there is a rush or when customer is asked to wait for some time. 2. Fastest RTGS and NEFT services, which takes place within minutes. 3. A well behaving staff and special highly sensitive customer care department. This is head by a well efficient customer care manager. 4. Account verification with in promised 5 days.

5. Working hours from 10 a.m. to 6 p.m. (7 in p.m. if any customer is in need) 6. Doing things in the right way at right time.

7. It is the only Bank which provides the facility of withdrawal of 1 lakh rupees from any ATM at one go.

Page | 24

SBI
A. SAVING ACCOUNT Our Savings Bank Account helps you to plan and save for your future financial requirements. Your savings remain liquid, safe and earn moderate interest. Benefits Card Convenience Get your Free ATM cum Debit Card and have access to the widest network of ATMs across the country to withdraw cash, enquire about your balance, etc. Moreover, your card enables you to shop at a large number of Merchant Establishments in India. You can also avail yourself of our International ATM-cum-Debit Card, which can be used within as well as outside India, at a nominal fee(Free Upto 5 transactions in a month in SB Account).Non Personalised Welcome Kit containing 10 cheque leaves and ATM card is issued at the time of account opening. Easy and Wide Accessibility Transact at your convenience, saving time and cost throughSBI Internet Banking. You can also withdraw cash from Maestro endorsed ATMs of other banks under Multilateral sharing, at a nominal fee(Free Upto 5 transactions in a month in SB Account).

Monitoring Your Account

Monitor and control your funds through SBI Internet Banking or/ and through Passbook/ statement of account facility.

Moderate Earning Our Savings Bank Account earns you an interest at the rate of 4.00% p.a. (w.e.f. 03.05.2011), compounded half yearly. It is calculated on daily product basis w.e.f. 01.04.2010.

Page | 25

Money Multipliers Earn Interest at Term Deposit rates through Savings Plus Account. Link your Savings Bank Account to your Multi Option Deposit (MOD) Account to earn additional interest on your surplus money and get the facility of automatic unitised break up of MOD in case there is a shortfall in your SB account to honour the cheque drawn by you. Value Added Features · · · · Transfer of accounts between our wide network of branches. Nomination facility – Available 25 leaves (plus cheques given along with welcome kit) free in the first instance. Minimum balance requirements and charges per quarter for violation of the stipulations, as mentioned in brackets there against - centre wise: 

Page | 26

Detail regarding saving account Centres Cheque operated account Ordinary account

Metro/Urban Rs.1000

Rs. 500

(Rs.225) Semi-Urban Rs.1000

(Rs.225) Rs. 500

(Rs.200) Rural Rs.500

(Rs.200) Rs. 250

(Rs.100)

(Rs.100)

B. SAVINGS PLUS ACCOUNT
Savings Plus Account brings to you the best of both Savings Bank and Term Deposit Accounts. This provides you the convenience of a Savings Bank Account alongwith higher return of Term Deposit. How is SBI Savings Plus Account Doubly Profitable? Open a Savings Plus Account and set a threshold limit. Any surplus funds in the account exceeding the threshold limit, for a minimum amount of Rs.10,000/- and in multiple of Rs.1000/- in any one instance, are transferred as Term Deposit and earns interest as applicable to Term Deposits. Flexibility to choose the period of deposit from 1 year to 5 years. Flexibility to set any threshold limit of Rs.5,000/- or above. Other Benefits of SBI Savings Plus Account
Page | 27

Savings Bank linked to Multi Option Deposit (MOD) account. Payments in excess of available balance in the Savings bank Account can be made by breaking MODs Last In First Out 7.Available. Moreover. Nomination facility available Page | 28 . 5. in round months. All other features of Savings Bank Account are applicable. enquire about your balance. Value Added Features Transfer of accounts between our wide network of branches without any charge. Flexibility to set any threshold limit of Rs. Any surplus funds in the account exceeding the threshold limit. 3. at a nominal fee.and in multiple of Rs. for issue of Term Deposits and unitised break-up facilities. are transferred as Term Deposit and earns interest as applicable to Term Deposits. 6. 5. Tenure for MOD Component: 1 year to 5 years. your card enables you to shop at a large number of Merchant Establishments in India.1000/. Most Important Terms & Conditions 1.000/.000/. Easy and Wide Accessibility Transact at your convenience.or above. 4. saving time and cost through SBI Internet Banking You can also withdraw cash from Maestro endorsed ATMs of other banks under bilateral sharing. Nomination Facility . etc. for auto sweep.Get your Free ATM cum Debit Card and have access to the widest network of ATMs across the country to withdraw cash. at a nominal fee. for a minimum amount of Rs.10. Monitoring Your Account Monitor and control your funds through SBI Internet Banking and / or through Passbook/ advice of Term Deposits/ Special Term Deposits.in any one instance. 2.You can also avail yourself of our International ATM-cum-Debit Card that can be used within as well as outside India.

for issue of Term Deposits and unitised break-up facilities.cum-Debit card facility: Gold cards (Master/ Visa) will be issued. vi) SMS Alert: Provided. in units of Rs. PREMIUM SAVINGS ACCOUNT Our Premium Savings Account provides an enriched version of Savings Bank account consisting of various concessions and add-ons. i) Auto-sweep facility will be operative at monthly intervals and Term Deposits (TD)/ Special Term Deposits (STD) would be created under the MOD scheme. free vii) Anywhere Banking: Inter-core transactions will be allowed with 25% concession in the prescribed service charges. Brief features: Eligibility Mode Holding Type account Available at Minimum balance Rate of interest of Residents. above 18 years of age Singly/ Jointly/ Jointly with survivorship benefits. free of cost. ii) Multi-city cheques: 25 cheque leaves free in a year. ii) MOD Component: As applicable to the Term Deposits of tenure as opted by the customer.1. It is suitable for our High Net worth Individual/ Mass Affluent customers.C. The facility of unitised break-up will also be available for withdrawing the deposits conveniently.000/i) Savings Bank Component: As applicable to Savings Bank account. for auto sweep. in round months. Auto-sweep facility Period deposit Facilities available of MOD Component: 1 year to 5 years. i) Cheque facility: Available with no charges for issuance upto 100 cheque leaves in a Financial Year. v) Internet Banking facility: Provided free.000/ii) MOD Component: Each MOD Rs. iii) Unlimited number of debits per half-year iv) ATM. 10.000/-. 10. subject to a minimum amount of Rs.25.000/-. At all CBS branches i) Savings Bank Component: Rs. of Savings Bank account. It will be linked to Multi Option Deposit (MOD) account. Page | 29 .

dormant. Penalties i) If minimum balance is not maintained. Others Page | 30 .will be charged per quarter. ix)No service charges in respect of outward RTGS/ NEFT transactions.vii) 50% concession in draft issue charges and cheque collection charges viii) TTs/ Bankers Cheques will be issued free (out of pocket expenses for TTs will be recovered). Rs. ii) Conversion of existing SB/ Savings Plus accounts will be permissible. inoperative. nomination. 500/-. to be calculated on Quarterly Average Balance basis. linking to MOD account and standing instructions as applicable to normal Savings Bank/ MOD account will be applicable. ii) Closing the account before completion of 12 months: Rs. 500/. i) Terms and conditions such as transferability among branches.

loans against property. easy repayment facilities and inclusion of all additional charges like vehicle registration. State Bank of India offers car loans for purchase of all kinds of personal use and commercial vehicles. shares or debentures. car loans.SBI Personal Loans:SBI Personal Loans also known as State Bank of India personal finance schemes. The most popular SBI personal loans include housing loans. The interest rates are charged on daily reducing basis. education loan. Page | 31 . State Bank of India being India's largest bank is a trusted name and the SBI personal loan rates of interest are kept at the most competitive level to make a personal loan as approachable. reverse mortgage loans and more. State Bank of India Housing Loan or SBI Home Loan is available in complete transparency and at no hidden costs. SBI Car Loans offer a lucrative deal of low interest rates. aim to provide the necessary financial assistance to as many people as possible to help them realize their dreams or come out of situations of financial need. one-time road tax and car accessories. insurance.

costs of books and other course material and stationery.e. 13.a.25% p. 50. Above 3 years upto 6 years (FAQ) PERSONAL LOAN Page | 32 .State Bank of India offers Education Loan to Indian nationals for pursuing higher studies within the country or abroad. The SBI education loan covers the travel expenses. 12.25% above SBAR i. examination fees. Personal Loan against Third Party Security of NSC/ IVP/ RBI Relief Bonds etc. expenses for purchase of computers necessary for the course and also a two-wheeler conveyance up to Rs.a. 000 in costs along with any other major expenses mandatory to the course.:- Tenure Rate of Interest Up to 3 years 1.00% above SBAR i.50% p. tuition fees. refundable caution deposits.e. 0.

Yes.00 lacs. MuPGDMi. This can include shop and . What is the repayment schedule like? A. What are my loan limits? A. If the salary of a salaried individual is credited to his/her account with our Bank or a self-employed professional has been maintaining a satisfactorily conducted account with us. Hyderabad and Kolkata.Q.Passport size photograph . However. Do I have to pledge some form of security? A. your spouse's income can be included provided he/she guarantees the loan or the loan is taken jointly. The minimum amount that you are expected to pay every month is the EMI. Your personal loan limit would be determined by your income and repayment capacity. Normally you can avail a loan upto Rs.2. What are the important documents that I need to provide? A. Q. Chennai. Can my spouse’s income be included for calculating the loan amount? A. Q.5. in the deed/Telephone case of salaried Bill persons Q. Page | 33 .50 lacs. You are allowed to pay more than the EMI if you wish to. No security is required. Bangalore. You will need to furnish only the following documents if you are an existing customer of the Bank: .Proof of official address for self employed individuals and professionals. salaried individuals or self-employed professionals can avail Personal Loan upto Rs.Latest establishment Salary clip and certificate/Lease Form 16.10 lacs can be sanctioned. if in metros of NewDelhi. Q. and we do not charge any prepayment penalty. a Personal Loan of up to Rs.

There is total transparency with regard to the rate of interest and the fees charged by us. Can I prepay the loan? Are there any penalties? A. Q. the interest rate could decline or rise in line with the changes in the Bank's Medium Term Lending Rate (SBMTLR). at any stage. Choose the combination that best meets your financial resources and requirements. . Processing charges are 1 per cent of the loan amount. What is the processing fee? Are there any other charges? A.We offer loans for the longest tenors (48 months). the rate of interest and the repayment period. Q. Do I have the option of choosing a fixed or floating rate for the loan? A. Yes.With an SBI personal loan you can choose between fixed rates of interest and floating interest rates. . What is EMI? A. There are no hidden costs or other administrative charges. without any prepayment penalty. you can prepay the loan partly or fully. You have the option to avail the loan with either a fixed interest rate or a floating one. In the case of a fixed rate loan. EMI stands for Equated Monthly Installments. with no security or collateral . This is amongst the lowest fees in the industry. Q. Processing fees have to be paid upfront. Page | 34 . the interest rate on the loan will remain fixed through the entire tenure of the loan. How does SBI Personal loan compare with those offered by other banks? A.We offer personal loans at the cheapest rates of interest. Q. whereas in the case of a floating rate loan.Q. with the flexibility provided to reduce the tenor by prepaying the loan without any penalty.We provide finance for any personal need or requirement. This installment comprises both principal and interest components. the total amount being determined on the basis of repaying capacity. . Use the EMI calculator to find out your monthly payments based on the loan amount.

000/.15. having a balance of over Rs. the balance available upto Rs.000/..for Urban/Metro areas. Operational Modality: Debit mandates either through clearing /transfer/cash or in case the customer withdraws the amount from “PNB PRUDENTSWEEP” Account. on Last In First Out Basis (LIFO). Staff members are also eligible to open their accounts under this Scheme. It will be for operative as well as in-operative accounts under this category.in the Prudent Sweep account would be utilized. (b) In Urban & Metro Area: Sweep In and Out shall take place in Savings Accounts after the cut off level of Rs.for Urban/Metro areas. 500/-.to/from Fixed Deposit. For further needs. SWEEP IN AND OUT: (a) Rural & Semi-Urban Area: Sweep In and Out shall take place in Savings Accounts after the cut off level of Rs. 300/. i. Features Initial Deposit Amount Required: Rs.000/.to/from Fixed Deposit. Page | 35 .000/.10000/.40. 150/.with a minimum Sweep-out/ Sweep-In of Rs.e.40. having a balance of over Rs. FDR’s under this scheme can be issued for minimum period of 7 days and for maximum period of 179 days.000/.PUNJAB NATIONAL BANK SAVING ACCOUNT Basic Eligibility Accounts can be opened As per RBI directives for opening Saving Fund Accounts of individuals/institutions.000/.000/-.and thereafter in multiples of Rs.with a minimum Sweep-out/ Sweep-In of Rs.10..10.10.000/-in Metro/Urban areas. 5000/.for Rural/Semi-Urban & Rs. withdrawal will be allowed from Fixed Deposit in the multiples of Rs.per quarter for not maintaining stipulated Quarterly Average Balance for Rural/Semi-Urban areas and Rs.15. Minimum Quarterly Average Balance Required: Rs. Incidental Charges: Rs.10. this type of situations would be treated as under: (a) In Rural/Semi Urban areas.and thereafter in multiples of Rs.000/-in Rural/Semi-Urban areas. i.e.10.000/.15.

Free Retail Internet Banking Services 3. some of which are as under: 1. withdrawal will be allowed from Fixed Deposit in the multiples of Rs.40. 10. this includes 40 cheque leaves provided free to saving customer. the balance available upto Rs. however. 4. Zero Balance.000/-.(b) In Urban/Metro areas. Free ATM Card facility.000/. annual maintenance charges are to be recovered. Subsequent to the satisfactory conduct of the account.10.000/-. having completed the age of 18 years Contingent day to day needs of those students who are staying away from their parents for the study purposes having got an admission with recognised and reputed educational Page | 36 Age of Student Purpose .000/-. certain freebies are also admissible.5.in the Prudent Sweep account would be utilized. Zero Charges Saving Fund Account for Students PNB Vidyarthi Savings Fund Account Scheme Eligibility Accounts can be opened in the name of students studying at VARIOUS RECOGNISED EDUCATIONAL INSTITUTIONS. on Last In First Out Basis(LIFO).The account will remain in this Scheme till the age of 21 years of the Account Holder. In the first year of opening of account. 2. It would be made available on the request of the student with the UNDERTAKING TO PAY/ CONSENT LETTER from earning parents/natural guardian/local guardian of student. Other terms & conditions of this overdraft facility would be as under: Rate of Interest The overdraft facility would attract at the rate of interest as applicable to Personal Loans to the general public. 50% concessions on annual maintenance charges for De-mat Services for first year only. Attractive freebies/Concessions: In addition. the facility would be available up-to a maximum limit of Rs. The overdraft facility would be available for the students. in second year it could be enhanced upto Rs. Free 100 cheque leaves in a Financial year. For further needs. Initial Deposit Amount/ QAB/Minimum Balance Required Zero Overdraft Facility The overdraft facility shall be given to students (of reputed educational institutions only) who are staying away from their parents.

It will facilitate transfer of funds as well as much faster cheque collection services for the customers. Funds (above Rs.2. The customer would get the interest on such deposit at the TERM DEPOSIT CARD RATE (for below Rs 15 lacs amount of single Term Deposit) applicable for the period Page | 37 . and creating fixed deposits for desired period. In any case. Sweep In Funds would be accepted for a minimum maturity period of 15 days and maximum maturity period of 45 days. failing which recovery process be started. Recovery Aspects CURRENT ACCOUNT PNB SMART ROAMER' (Current Account with Sweep In and Sweep out facility) Profitable Deployment of Funds: The product is aimed at offering Current Account Customers convenient opportunity to earn extra-returns on surplus funds lying in the accounts which may not normally be utilised in the near future or are likely to remain un-utilized.e. The automated nature of the facility for 'Sweep In or Sweep Out' of more than two lac of rupees. The facility would be recalled and the student would not be eligible for this overdraft facility at any branch of our Bank. 25. this facility should not be allowed to continue when the student is in the final year of study at that educational institution. Repayment For repayment purposes. two Lac) lying in Current Accounts and their ready availability when required for payment /clearance of cheques.institutions. a single post dated cheque must be obtained from earning parents/natural guardian/local guardian of student and kept on record. The bank would provide the facility of automatic transfer of balance from Current Accounts having a balance of over Rs.(Rupees Twenty Five Thousand Only) to Fixed Deposit Accounts.(Rupees two lac only) in multiples of Rs. The overdraft facility must be brought into credit once in 3 months. Simultaneously customers will be able to withdraw cash from our CBS branches. Roaming Features: The Customers would be able to operate their account at all other CBS branches of our Bank. would save lot of operational hassles and create Customer Value. Sweep in and Sweep out Features: Customer shall be able to profitably deploy his funds which were earlier not attracting any interest.000/. account has to be got into credit at least six month before the expiry of the tenure of the study period without any further continuation of overdraft facility. i.000/.00.

6 27.0 302.5 39.9 150.8 219.9 95.6 42.8% 218.7 240.1 78.8 357 279 36.7% 21.3% 11% 21.3% 438 199.8 585.8 215.5 33.5 144.6% 51.4 29.3% 637. the performance over the decades can better be appreciated from the following table: Page | 38 .8% 106. Crores % Q3 2008-09 Q3 2007-08 % growth YTD 2008 YTD 2007 growth Net Interest Income Other Income Total Income Operating Costs Operating Profit Operating Profit after Exceptional Items Provision & Contingencies Profit before Tax Provision for Taxes Profit after Tax 172.1% 114 22.1% 84.8 52.9 17.8% 35.4% 302.1 72.7 -22.7 186 71.6 158.2% 55.7 149 321.4 139.9 32. provided it remains under FD portion for a minimum period of 15 days.8 37.3% 9.7 33.4 FINANCIAL FIGURES INGWOF INGIN In Rs.8 17.1% 43. 3.5 100 6.5% Growth at ING Vysya Bank. In terms of pure numbers.indicated by customer.9 81.4% 487 400 887.3 106.1% 84.9% 33.7 19.5% 30.

84.60 3.10 5900.9 crores from Rs.Rs.50 62.24 7067.10 80680.00 56120.20 104780.6 889.80 13.00 6527.00 204980.30 20.13 0.00 6863.8 crores for the quarter ended 31 December 2007 and Profit before Tax (PBT) rose 17% to Rs.90 Deposits 0.50 162.00 90805.74 1.10 91.80 813.20 119761.13 50.00 7094.50 863.00 Advances 0. While other banks are losing a big percentage of their expected profits.40 1.70 4584.1 Crores from Rs.30 102315.50 590.50 11101.72.40 74240.0 Outlets 4 16 19 39 228 319 481 484 483 456 523 536 562 626 677 7473.01 90.30 8509.00 69367.80) 146500.00 125693.400 5.00 1569. in millions Year 1940 1950 1960 1970 1980 1990 2000 2001 2002 2003 2004 2005 2006 2007 2008 Networth 0.52.70 Profits 0.42.00 43163.80 39380.00 91870.00 Even in the recessionary period the ING Vysya Bank is going in profits.4 crores.10 10196.001 0.70 14260. ING Vysya Bank Q3 Profit up 22% Continued Profit Growth sustained by Strong Fee Income Performance The Board of Directors of ING Vysya Bank Ltd.50 1414.400 3.10 44180.09 0. FINANCIAL HIGHLIGHTS Q3 Performance Net Profit after Tax (PAT) for the quarter ended 31 December 2008 increased by 22% to Rs.90 (381. Page | 39 .35 443.001 1.00 81411.90 687.90 154185. approved the unaudited financial results of the Bank for the quarter and period ended 31 December 2008 at its meeting in Bangalore at 23rd January 2009.00 11.70 133352.10 371.

The Credit Deposit Ratio was at 71.014 crores in December 2008 from Rs. Business Highlights Total Deposits grew 25% to Rs.95 crores.1.95.5. excluding the impact of exceptional items reported in the quarter ended 31 December 2007. Subsequent to the quarter end.84% and 1. PAT increased by 40% andPBT by 32% over the corresponding period last year.7 crores in the prior year. Advances grew 19% to Rs.0 crores.6 crores inthe previous year. PAT grew by 70% and PBT by 57% over the same quarter last year. The net worth of the Bank as at 31 December 2008 stood at Rs.1 croresfrom Rs.200 crores of Upper Tier 2 capital which has been subscribed entirely by ING Group.218. Total Assets of the bank registered a 30% growth to Rs.406 crores as at end December 2007.149.819 crores as at end December 2008 from Rs. 22.357.17.172.7 crores fromRs.144.568 crores compared to Rs.6 crores from Rs. 5. The Gross NPA ratio and Net NPA ratio were at 1. the Bank raised an additional Rs.29.114. Page | 40 .1 crores from Rs.401 crores as at end December 2008 from Rs.16. Current and Savings (CASA) deposits rose 8% to Rs. 13.459 crores as at end December 2007 and the Capital Adequacy Ratio stood at 10.2 crores from Rs.However. In October 2008. 400.9 crores and Fee & Other Income was up 43% to Rs.139. the bank increased its capital through the issue of Tier 1 Perpetual debt amounting to approx.409 crores in December 2007. Net Interest Income (NII) was up 19% to Rs.0% in December 2007. 1.09% respectively as at 31 December 2008 compared to 1.71% respectively as at 31 December 2007.5% in December 2008 against 75. 487. NII grew 36% to Rs.050 crores. excluding exceptional items reported in the previous year.9 crores and Fee & Other Income increased by 56% to Rs.186.7 crores from Rs.81% and 0. Nine months ended December’08 The PAT for the period ended 31 December 2008 increased 23% to Rs.871 crores the year before.72% in December 2008. However. 279.1 crores for the period ended 31 December 2007 and PBT grew 17% to Rs. Rs.

and also provides the employees with an opportunity to contribute to the vision of the organizations CSR. In India the focus is primarily in the districts of Dharampuri and Krishnagiri in Tamil Nadu. In this initiative. The ING Chances for Children initiative (CFC) a global program in partnership with UNICEF is to educate 50. ING Life Insurance and ING Investment Management) through the ING Vysya Foundation. ING provides much needed support to UNICEF. In India. and provide children with quality primary education The Indian arm of the Chances for Children programs is run by the support of ING business units in India (ING.000 underprivileged children in three countries. The Indian chapter of CFC involves the partnership of the Foundation with 7 NGO working in primary education. Not only does the Foundation provide much needed financial support to these organizations but also runs strong voluntary programs giving the employees a chance to meet the children. Recently ING Vysya Foundation launched its initiative “Run Ricky Run”. The Foundation creates systems that ensure CSR activities within the organization. from rebuilding of schools to providing fishing boats. the Foundation partnered with five NGO providing much needed financial support.ING Vysya FOUNDATION (ING – CSR) World over ING has strengthened its name as a good corporate citizen. work with them and take ownership and responsibility for the vision of its partners. giving much needed hope to destroyed lives. It collectively influences the culture of the organization. for every run Ricky makes the Foundation will sponsor one child to go to school through its association with its NGO partner in Bangalore. Ethiopia. Through the national Child labor Elimination (NCLP) bridge schools. The Foundation was set up almost 3 year ago and was actively involved in the post Tsunami rehabilitation of the victims. monitor. SUKRUPA. India and Brazil by 2008. whether it is taking 100 children for a day out to the planetarium or watching a film with them. Various programs are initiated with the employees. Page | 41 . to fund. ING Group set up a dedicated Tsunami Support account.

The main focus of the Foundation in India is to support not for profit organizations working in the area of education. there is no better way than through the corridors of education.3 DESIGN OF STUDY Page | 42 . poverty or human rights issues. CHAPTER .Addressing health care.

OBJECTIVE OF THE STUDY: PRIMARY OBJECTIVE:     To thoroughly study the products & services of ING Vysya Bank. To study the marketing strategies adopted by ING Vysya Bank to maintain & increase its market share & to retain its customers. behavior. responses & preferences for various saving accounts holders of ING Vysya Bank. To compare the banking products and services offered by ING Vysya Bank and other private banks (ICICI BANK. To get the knowledge about marketing strategies of bank. Page | 43 . SECONDARY OBJECTIVE:   To study banking operations.HDFC and nationalized bank SBI and PNB) To study the customer’s expectations.

Page | 44 .

news papers . both the types of questions has been used.1 RESEARCH PLAN: Preliminary Investigation: In which data on the situation surrounding the problems shall be gathered to arrive at · The correct definition of the problem. Due to time limitation and other constraints direct personal interview method is used. In questionnaires open ended and closed ended. By analyzing the secondary data. Primary data: All the people from different profession were personally visited and interviewed.RESEARCH METHODOLGY All the conclusions are based on the survey done in the working within the time limit. management books. generates specific and to the point information. Moreover respondents prefer to give direct answers. · An understanding of its environment. They were the main source of Primary data. DEVELOPING THE RESEARCH PLAN: The data for this research project has been collected through self Administration. Page | 45 . RESEARCH DESIGN: Research was initiated by examining the secondary data to gain insight into the problem. The method of collection of primary data was direct personal interview through a structured questionnaire. I have collected data from people linked with ING VYSYA BANK and OTHER BANK 4. The secondary data was collected on the basis of organizational file. preserved information in the company’s database and website of the company. COLLECTION OF DATA: 1: Secondary Data: It was collected from internal sources. the study aim is to explore the short comings of the present system and primary data will help to validate the analysis of secondary data besides on unrevealing the areas which calls for improvement. official records. . I tried to select the sample representative of the whole group during my training. A structured questionnaire was framed as it is less time consuming.magazines.Exploratory Study: To determine the approximate area where the problem lies. easier to tabulate and interpret.

I have prepared the questionnaire according to the necessity of the data to be collected Page | 46 . Classification of Sample MALE /Female Each banks customer / prospective customer Education Age Income DATA COLLECTION INSTRUMENT DEVELOPMENT: The mode of collection of data will be based on Survey Method and Field Activity. Primary data collection will base on personal interview.SAMPLING PLAN: Since it is not possible to study whole universe. SAMPLE SIZE: My sample size for this project was 100 respondents. it becomes necessary to take sample from the universe to know about its characteristics. Since it was not possible to cover the whole universe in the available time period. · Sampling Units: Different Account Holder and Service receiver from the bank · Sample Technique: Random Sampling. · Research Instrument: Structured Questionnaire. it was necessary for me to take a sample size of 100 respondents. · Contact Method: Personal Interview.

and around 100 people are targeted for the survey which is done through questionnaire. thus picture presented in the testimony may not be the complete picture. Page | 47 . As the scope of study is limited to Meerut and to 100 people only.SCOPE OF STUDY The scope of any study can be defined in terms of the area and the sample size which will be reviewed for satisfying the objective of the subject matter. The scope of the study is in Meerut. magazines and journals. The first part of the report can be made on the basis of the secondary data collected about the different saving bank accounts of private sector banks present in Meerut via internet.

CHAPTER.4 DATA INTERPRETAN AND ANALYSIS Page | 48 .

Comparative analysis of saving accounts: a.000 WITHDRAWL/DEPOSIT per day NET BANKING Free Rs. SWEEP OUT FACILITY N.A 50.000 5000 Rs.000 5.A Only.A Unlimited from from any SBI/Andhra bank’s ATM Bank ATM THIRD PARTY CASH Rs. 5. Available Available 750.00 quarter 250 Available unlinited 3 per month unlimited FREE TRANSACTIONS N.000/day day free free MOBILE BANKING Free Free Free free free Page | 49 . Available 750. Basic Saving Accounts (Category C) PARTICULARS ICICI BANK ING Vysya HDFC SBI PNB ACCOUNT NAME Savings Account Orange Savings Account Saving Regular Account Saving Account Saving Account AVERAGE QUATERLY BALANCE Rs 10.00 Rs quarter per Only.250.25.000 Rs10.00 AQB MAINTAINANCE Rs 750.15.000 per day Free Free N.000 Rs.000 per 50.00 Rs CHARGES per quarter per Only.

000 25. N.000 present Smart-serv Free Transaction N. Upto 50.A.A. 6 in a year N. across India Present Special feature Sp.A. 50000 1LAK Direct Special Features Bill Payments from accounts Preference rates on gold coins Jump Que Facility Present N. Present unlimited Unlimited 12 annual passes of famous night clubs and restaurants. Preferred Saving Accounts (Category B) PNB PARTICULAR S Account name HDFC ICICI BANK ING Vysya SBI BANK FORMUL A SAVING ACCOUN T 25000 SAVING MAX ACCOUN T 25.000 N. present present Page | 50 . Upto 25. feature unlimited present UPTO 500000 UP 1LAK Third Party Cash Deposit N.000 FORMUL GOLD FORMUL A SAVING PRIVILAGE A SAVING ACCOUN D ACCOUNT ACCOUN T T 50.A.000/qat Upto 15.b.A.000 25000 AQB (Average Quarterly Balance) Free DD Upto 50.A.000/qat.

c. PAP books One Lakh Cash withdrawal from any ATM Cash Back Offer on Shoping* Cashnet enabled credit/debit card unlimited N.A.A.A. N.A.A. Available N.00.A.000 DD/PO Wavier Available upto 50.A. Available* N. N. Available Page | 51 .A.00.A.A. N. N.000 unlimited Upto 1 lak Upto 1 lak unlimited unlimited N. 1 to 2 % Available N. Privileged Saving Accounts (Category A) PARTICULARS HDFC ICICI BANK Titanium ING Vysya SBI BANK gold PNB gold Account Name Privileged Platinum 2.A.000 Platina 20000 20000 QAB (Quarterly Available Balance) 75.000 Unlimited Available upto 50. 1. N.000 + TRV of 5 to 10 lac N.

most of the people in Meerut have chosen ING Vysya Bank for their banking. HDFC and ICICI Bank have captured 20% (speculative) of the market share within 6 months of its establishment in the State. Page | 52 .K. Next rank comes to SBI with 35% of accounts. It is because ING was the first private banking player in the newly formed state (U.FACTS AND PEOPLES’ PERCEPTION A) SAVING ACCOUNTS OF RESPONDENTS IN THE BANK Accounts with the Bank ING Vysya Bank ICICI Bank HDFC Bank SBI PNB 20% 35% 25% 10% 10% As per the data collected and analyzed.) they hold the accounts of 35% of the respondents.

Yes No Can't Say 5% 15% 80% Page | 53 .B) KNOWLEDGE OF THE ACCOUNT AND SERVICES ASSOCIATED.

35% were maintaining nothing.C) QUARTERLY AVAILABLE BALANCE THAT HAS TO BE MAINTAINED (QAB) NIL 5.000 as their QAB.000 8% 12% 35% 45% It is the amount which one has to maintain for a single quarter.000 rupees. Out of 45% of the respondents who maintain 5. Page | 54 . most of the respondents are having account in ICICI BANK and ING Vysya bank. 45% of the respondent were maintaining 5.000 rupees. 12% were holding 10. And 8% were holding more than 10.000 10000 >10.000 rupees as their QAB.

10% of the people who were really enjoying some of the special services provided by bank were found to be associated with ING Vysya Bank and HDFC Bank. and the amount for the gift will be automatically deducted from the sender’s account.D) BANK PROVIDING SPECIAL FACILITY LIKE smart-serve SPECIAL FACILITIES YES NO 10% 90% Smart serv is type of special services in which a person can send/present gifts to any of his/her known in any of the city by just telling your banker the address of the person. Page | 55 . The gift will be purchased and will be delivered by the bank only.

Thus ICICIis better than ING and HDFC Bank in its Marketing Strategy. Page | 56 . 15% of the respondents. 3rd rating is given to HDFC bank by approx. 2nd Rank has been awarded to ICICI BANK due its large market share in the market by 23% of respondent. this is because of wide market share of SBI Bank. AS PER THE RESPONDENT.E) PEOPLES’ RATING: ACCORDING TO THEIR PERCEPTION People's Rating 30% 25% 20% 15% 10% 5% 0% ICICI Bank SBI Bank ING Vysya BANK Series 2 HDFC BANK PNB Series 1 Series 3 51% of the people have rated SBI BANK as 1st.

People who use Internet banking and mobile banking were found to be associated mainly with ICICI BANK and ING Vysya Bank. Internet Banking is the 2nd most point of interaction of bank and the customer.F) PEOPLE’S MOST FREQUENT POINTS OF INTERACTION WITH BANK 4 3 2 1 0 ATM INTERNET BRANCH BANKING BANKING ICICI SBI HDFC ING SBI HDFC ING HDFC ING HDFC SBI ICICI Around 60%of the bank customers interact most frequently with the bank by doing their transactions from ATM. ING Vysya is having best Internet banking attributes. This implies the technological advancement in Meerut Citizens. 56% of them visit branch quite often and 35% of the respondents also go for phone banking. Page | 57 .

2. working hours 8 to 8.Fair 3. Even ING Vysya operates from 10 to 7. As ING Vysya has got Page | 58 . Therefore ING Vysya Bank has an edge over ICICI and HDFC as per working hours. more than HDFC and ICICI. of branches provides access to bank anywhere. ICICI BANK customer agrees that they think of getting better bank charges. People have ranked ICICI BANK at the top notch for its 12hrs. 80% people have again rated ICICI BANK as one of the best banks location wise. 3.Reasonably good 2. Even ICICI Bank is charging best rates of charges to its customers. About 97% of the ING Vysya customers state the same. which is 2 hrs. Most of the people who are associated with ING Vysya Bank found their Bank charges quite nominal and well justified. Its large no.Most/excellent 1.Disappointing 4 .G) PERCEPTION OF RESPONDENTS ABOUT THEIR BANK/S 14 12 10 8 6 4 2 0 BANK CHARGES WORKING HOURS LOCATION ICICI SBI HDFC ING 1.

This way ING Vysya has got an advantage of delivering excellent customer care services.number other branch in Uttar Pradesh it has been rated lowest as per most of the respondents and ING Vysya customers. Almost all respondents who are in connection with ING Vysya Bank have rated it best in the customer care services. reasonably good in customer care services. of branches and are located at an accessible location.5 3 2. Almost 100% of the ING customers are well satisfied with their Page | 59 . But customer of ICICI BANK and ICICI Bank are not very much delighted with customer care services of their bank. 5. In case of “Behavior of the Staff” most of the ING Vysya customers have rated ING the best.5 2 1.5 0 CUSTOMER CARE BEHAVIOR OF STAFF ING HDFC SBI ICICI PNB VARIETY OF ACCOUNTS 2. 4 3. 55% of the respondent who are associated with HDFC Bank have rated HDFC. According to respondents even ICICI and HDFC bank have no.Most/excellent 4.Fair 3-Reasonably good 1-Disappointing/least 4.5 1 0.

hardly pays full attention towards them. They are not providing the full services because its been just 8 months that they have established in Uttar Pradesh (Meerut). They do have various other kinds of accounts but these are not available in Meerut. On the other hand 72% customers of ICICI BANK bank and other respondents as well have ranked ICICI BANK as very disappointing as per behavior of the staff. This is probably due to very less time of their establishment. This is because ICICI BANK is having bank accounts for the different customers with different needs. any of the employee there. Page | 60 . Even some of the preferred customers have to stay in a cue or have to wait for long to get their job done by the bank. With the criteria of Variety of Accounts.banker’s behavior. people have rated ICICI BANK as the top one. HDFC and ICICI Bank has been rated reasonably good by the respondents as far as behavior of the staff is concerned. They have account for old age citizen. kid’s account of various types and many more. 6. because they are operating with only 3 types of saving accounts in the city. Where as ING Vysya has been rated least. pension account. Most of them stated that when they visit branch.

5 1 0.5 0 PROCESSING SPEED QUERIES HANDELING ING HDFC SBI icici pnb 4. 8. According to the ING an account takes 5 days for activation.Disappointing 7.5 2 1.4 3.Fair 3. Page | 61 . 57% of the ICICI BANK customers are unhappy with the bank regarding their queries handling.Reasonably good 1.5 3 2. The queries handling is done very well by ING Vysya bank according to the respondents. Whereas ICICI Bank has been rated good. Most of the ING Vysya customers are happy with processing speed of their banking transactions. ING Vysya Bank boasts about delivering the commitment.Most/excellent 2.

This means that the WORD OF MOUTH is not an essential marketing channel for opening an account in bank. they mainly disagree for opening a bank account on their friend’s or relatives’ recommendation. And to 27% of the respondents it doesn’t matter. (WORD OF MOUTH) STRONGLY AGREE AGREE DOESN’T BOTHER ME DISAGREE STRONGLY DISAGREE 16% 10% 14% 33% 27% According to the respondents. People first try to find the real facts by their own. 1) I will prefer. Page | 62 . Very few people agree to the recommendation.H) VARIABLES INFLUENCING ACCOUNT OPENING IN A PARTICULAR BANK. if my friend recommends me to open an account in a particular bank.

and to 23% people QAB doesn’t mean much.2) I am very cautious about Average Quarterly Balance non-maintenance charge. (QAB) STRONGLY AGREE AGREE DOESN’T BOTHER ME DISAGREE STRONGLY DISAGREE 8% 19% 40% 23% 10% Many people are bothered about their QAB. According to them they were never charged for not keeping enough QAB. Page | 63 .

Page | 64 .3) I am generally motivated by the television add for saving bank account. For them it hardly plays any important role in capturing market share. STRONGLY AGREE AGREE DOESN’T BOTHER ME DISAGREE STRONGLY DISAGREE 4% 8% 10% 18% 60% Most of the respondents were unaware of the new advertisements of various banks.

4) I am generally bothered about the distance between my home and PERCENTAGE OF RESPONDENTS PERCENTAGE OF RESPONDENTS 85% 5% 6% 2% 2% STRONGLY AGREE AGREE DOESN’T BOTHER ME DISAGREE STRONGLY DISAGREE Most of the respondents were very much bothered about the distance from their bank and home. Page | 65 . That implies that PROXIMITY to bank is one of the very BOLD VARIABLE for account opening.

STRONGLY AGREE AGREE DOSENT BOTHER ME DISAGREE STRONGLY DISAGREE 8% 7% 12% 15% 58% 6) I give importance to DD and cheque facility in saving bank account. STRONGLY AGREE AGREE DOESN’T BOTHER ME DISAGREE STRONGLY DISAGREE 14% 33% 15% 15% 23% Page | 66 .5) I prefer saving bank account as it is popular.

STRONGLY AGREE AGREE DOESN’T BOTHER ME 7% DISAGREE STRONGLY DISAGREE 20% 55% 5% 13% 8) I give importance to the third party cash deposits and withdrawal.7) I give preference to instant alert. Page | 67 . net banking and phone banking.

STRONGLY AGREE AGREE DOESN’T BOTHER ME DISAGREE STRONGLY DISAGREE 15% 33% 26% 5% 21% Page | 68 .

students and CAs as they like innovation in their financial needs and like to enjoy the services. High class (upper strata) population of city Increase in different kind of financial products NGO and Public Relations    Threats Presence of two top private banking players in the market (ICICI BANK & HDFC) Large market share already captured Non willingness of Meerut citizens to change for something new. 7th in 500 fortune Only foreign bank which has acquired an Indian private bank (Vysya Bank) Higher rate of interest than other private banks Most of the financial plans are legalized under 80(ccc) Top notch customer care and staff behavior Unique features with different kinds of accounts Working hours    Weakness Very few branches Less variety of financial/banking products Location Opportunities  New segment of doctors.SWOT ANALYSIS Strengths        ING as one on the biggest financial MNC.    Page | 69 . or to try innovation in their banking.

5 FINDINGS Page | 70 .CHAPTER .

15.As per the comperetive analysis & respondant feedback following interpretation should be there.000 5. 5.000 per 50.00 AQB MAINTAINANCE Rs 750.250.000 Rs10.000 Rs. SWEEP OUT FACILITY N. PARTICULARS ICICI BANK ING Vysya HDFC SBI PNB ACCOUNT NAME Savings Account Orange Savings Account Saving Regular Account Saving Account Saving Account AVERAGE QUATERLY BALANCE Rs 10. Available 750.abought market share.00 Rs CHARGES per quarter per Only.000 per day Free Free N.00 quarter 250 Available unlinited 3 per month unlimited FREE TRANSACTIONS N.25.00 Rs quarter per Only.000 5000 Rs.000 WITHDRAWL/DEPOSIT per day NET BANKING Free Rs.000/day day free free MOBILE BANKING Free Free Free free free Page | 71 .A Unlimited from from any SBI/Andhra bank’s ATM Bank ATM THIRD PARTY CASH Rs.A 50.A Only. Available Available 750.

Out of two ICICI BANK is enjoying the maximum market share.A) SAVING ACCOUNTS OF RESPONDENTS IN THE BANK Accounts with the Bank ING Vysya Bank ICICI Bank HDFC Bank SBI PNB 20% 35% 25% 10% 10% The study conducted directs toward the Private Banking scenario in the city Meerut Study and suggested that a large market share has been captured by ICICI BANK Bank HDFC Bank. but most of them except ING Vysya customer are unaware of the special facilities available. Most of the people are maintaining 5. Most of the people know about the account and services associated with it. People have ranked ICICI BANK as best in the city. They have rated HDFC as 2nd and ING Vysya as 3rd. Almost everyone comes in contact with their bank by the use of ATM machines.000 rupees as QAB in their private banking account. Page | 72 . This is probably because of the reason that ICICI BANK was the first private bank in the state as well as in city. This is may be due to the oldest persistence of ICICI BANK in the city. 56% of the respondents were using internet banking that implies high literacy rate in the city.

distance between their home and bank. real facts. Even word of mouth has not been proved as strong marketing channel about banking.People think that the staff of ICICI BANK does not behave well with their customers but ING Vysya customers are glad with the staff of ING Vysya Bank. behavior of the banker. It implies that for banking customer is looking at the commitment. HDFC customers are a bit unhappy with the working hours of their bank. They believe that this a major issue which influence the customer to open an account in any bank. People are very much bothered by the distance between their home and the bank. QAB and many more. Most of the people are not entertained by the television advertisements about various banks. But on the other hand ICICI BANK customers are very happy with the working hours of ICICI BANK. LIMITATION Page | 73 .

Page | 74 .

LIMITATIONS       Other bank was not allowing properly to be take feedback from their customer. Research is only done in Meerut citywing Research is self-financed so money is a major constraint Respondents are biased toward their current bank. so much of economic fluctuations are not seen Page | 75 . Customer did not have proper time & intreast to be give factual feedback. Time is 6 weeks.

RECOMMENDATION Page | 76 .

ING Vysya Bank should adopt better strategy to attract more customer Page | 77 .e. create a position in the mindset of the customer.  Due to intense competition in the financial market.RECOMMENDATION  Many of the respondent are not aware about their key services.  ING Vysya Bank should ask for their customer feedback to know whether the consumer are satisfied or dissatisfied.  It should more emphasize on advertisement. Bank has to take some initiatives. Advertisement is a most powerful tool for position and brand in the mindset of customer.  ING Vysya Bank has to improve its brand image i.  Bank can post a list of services that they can rendered to the customer inside the bank premises.

ingvysyabank.com www.com www.moneycontrol.economictimes.blackle.com www.com www.ICICIbank.BIBLIOGRAPHY WEBSITES       BOOKS     www.com www.com India Today Chronicle Business World Business Today Page | 78 .hdfcbank.

ANNEXURE Page | 79 .

Personal Details:Name:Gender :Age:Address:Occupation:Service Professional Businessman Others (Please Specify)………….Questionnaire Comparative analysis of saving bank accounts of different private sector banks Dear respondent. We are conducting a research to know the general perception and attitude of customer towards the products & services that are offered by ING Vysya Bank & other private banks (ICICI BANK. HDFC & SBI) in Meerut.. Educational Qualification:Under Graduate Graduate Post graduate M F Page | 80 . We hope that you will co-ordinate with us and give quite a few minutes from your precious time and give the genuine answer. The information will be valuable input for the research and we assure you that the information will be kept confidential.

SBI Bank 3) Do you have complete knowledge of the saving account and services associated with that account you have? a) Yes b) No c) Can’t say 4) Are you a preferred/privileged customer of your bank? Page | 81 .(Optional):- Annual Income:- Below 1 Lac 1 Lac – 3 Lac 3 Lac .Phone no. ICICI BANK 3.5 Lac Above 5 Lac 1) Do you have a saving account in any of the Private banks in Meerut ? a) Yes b) No 2) In which of the following banks do you have saving bank account? 1. ING Vysya Bank 2. HDFC Bank (Please Specify…………………………) 4.

No 7) Please rate the following banks on the scale of 4 where 1is the least and 4 is the most according to your perception you are having for reputation of the banks. mi-banking? a. Yes b. More than above 6) Does your Bank provide you some special services like.000 c. 10. ING Vysya Bank ICICI BANK HDFC Bank SBI Bank 8) What is your most frequent point of interaction with the bank?       Visit Branch ATM Phone Banking Drop Box Internet Banking Mobile Banking Page | 82 . smart serve. Nil b. 5.a) Yes b) No 5) How much Quarterly Available Balance (QAB) you need to maintain? a.000 d.

Page | 83 . 4. 2. 6. 7. 3. 9. where 1 is the least/disappointing and 4 is the most/excellent S. 8.9) Please rate the following banks on the basis of your perception about the given attributes out of 4.NO ATTRIBUTES Bank charges Customer care Variety of saving bank account Behavior of the staff Working Hours Location Personalized attention Processing Speed Grievance/queries handling ING Vysya Bank ICICI BANK Bank HDFC Bank SBI Bank 1. 5.

Page | 84 . phone banking. I m generally bothered about the distance between my home and the Bank. 3 4 5 6 7 8 Any other suggestions regarding the bank please mention:………………………………………………………………………………………………… ………………………………………………………………………………………………… ……………………………………………………………………………………………. I give importance to DD and cheque facility in saving bank account. I give importance to the third party cash deposits and withdrawal. if my friend recommends me to open an account in a particular bank. I am generally motivated by the television add for saving bank account. I prefer saving bank account as it is popular.10) Please rate the following variables which influence you when it comes to open an account on the scale of 1 to 5 where 1 is strongly disagree and 5 is strongly agree. SL NO STATEMENTS SRONGLY STRONGLY DISAGREE…………………………… AGREE 1 2 3 4 5 1 I will prefer. I give preference to instant alert. 2 I am very cautious about Average Quarterly Balance non-maintenance charge. and mobile banking. net-banking.

Place………………… Date…………………….Tthank you for your cooperation for devoting your valuable time and sharing the valuable information with us which will help us to complete our project successfully.. Page | 85 .

QUESTIONNAIRE All THE information gathered through the questionnaire is only for summer training project purpose. ( c) HDFC ( ) ) b) PNB. NO. kindly help in providing accurate information we will be highly obliges for taking your precious time and cooperation PERSONAL DETAILSNAME: AGE : GENDER: MALE PERMANENT ADDRESS: FEMALE CONTACT NO: OCCUPATION: Govt Employed Private Job Business Any Other (Please specify) BANKING DETAILS Q1..IN WHICH BANK DO YOU HAVE AN ACCOUNT? ANS.3 DO you have an ACCOUNT IN ING VYSYA bank ? Ans a yes b No IF NO THEN GO QUES. So. a) ICICI. Do YOU HAVE ANACCOUNT IN ANY BANK? Ans a) yes b) No Q2. ( ) ) e) IF ANY OTHER (SPECIFY PLEASE) Q. 5th Page | 86 . ( d) SBI.

IS YOUR BANK PROVIDE YOU UNLIMITED ATM SERVICES? ANS . IF YES THEN FOR WHICH PRODUCT YOU HAVE INVESTED? ANS. IF YOU ARE ING CUSTOMER THEN WHICH SAVING A/C DO YOU HOLD? ANS. ( e) TO AGGRESIVELY BUILT LONG TERM WEALTH. a) YES b) NO Q8.Q4. a) ZING ( ) ) b) SOLO ( d) PLATIN ( ) ) c) ORANGE ( Q6. Page | 87 . ( c) TO GROW CAPITAL & GENRATE HIGH AMOUNT OF REGULAR INCOME. WHAT IS YOUR MAIN OBJECTIVE OF YOUR INVESTMENT? ANS a) TO PROTECT CAPITAL ( ) ) ) ) ) b) FIXED DEPOSIT ( d) PENSION FUNDS ) ( ) b) TO PROTECT CAPITAL & EARN REGULAR INCOME. NO. 12th Q9. ( d) TO GROW ASSETS & GENRATE SOME REGULAR INCOME. IF YES THEN IN WHICH BANK YOU HAVE INVESTED?. a) YES b) NO IF NO THEN GO TO QUES. IF YES SO WHICH ACCONT YOU HAVE IN ING? Ans a) CURRENT A/C ( c) DEMAT A/C ( e) SALERY A/C ( ) ) ) b) SAVING A/C ( d) DEPOSITS A/C ( f) IF ANY OTHER ) ) Q5. a) LIFE INSURANCE ( c) MUTUAL FUND ( e) ANY OTHER Q10. ( ) ) Q 11. DO YOU HAVE INVESTMENT PRODUCT WITH YOUR BANK? ANS . DO YOU AVAIL ATM SERVICES OF YOUR BANK? a) YES b) NO Q7.

a) 0-5 ( ) ) ) c)10-15 ( d) 15-20 ( ) ) b ) 5-10 ( e) 20 & ABOVE ( Q13. FROM WHICH MEDIUM YOU PREFER TO ACCESS YOUR BANK ACCOUNT?   ANS. DOES YOUR BANK PROVIDE PAP CHEQUES? ANS YES NO . ARE YOU SATISEFIED WITH YOUR BANK IN TERMS OF FOLLOWING? ANS a) BANK LOCATION ()1 ()2 ()3 () 4 () 5 b) INFRASTUCTURE ()1 ()2 ()3 () 4 () 5 C) EMPLOYYE BEHAVIOUR ()1 ()2 ()3 () 4 () 5 d ) CUSTOMER FRIENDLY AMBIENCE ()1 ()2 ()3 () 4 () 5 e ) SERVICES CHARGES ()1 ()2 ()3 () 4 () 5 Q15.ANS a ) HDFC ( C ) SBI ( ) ) ) b ) PNB ( d ) ICICI ( ) ) E) ING BANK ( Q 12. Page | 88 . a) BRANCH BANKING ( c) MOBILE BANKING ( ) ) b) ATM BANKING ( ) d) INTERNET BANKING ( )    Q14. FOR HOW LONG HAVE YOU BEEN BANKING WITH YOUR BANK? ANS.

2. Q 16. ING. DO YOU HAVE ANY SPECIAL PROVISION FOR YOUR FUTURE EXPENES (LIKE CHILD EDUCATION.3. a ) yes b ) No Signature of the respondent Page | 89 . FOR NON MENTENENCE OF QUATERLY AVERAGE BALANCE (QAB) HOW MUCH DOES YOUR BANK CHARGE? (SPECEFY ALONG WITH THE A/C YOU HOLD WITH THE BANK)? Q 20.5 in order to preference ) a) b) c) d) e) ICICI SBI PNB.4. YES NO If no please specify the reason? Q19. HOW TO RATE THESE BANKS IN TERMS OF BEST SERVICES? (rank them 1.DO THEY CHARGE YOU SOMETHING FOR PAP CHEQUES? a ) Yes PLEASE SPECIFY HOW MUCH b ) No Q17. HDFC () () () () () Q18. HOSPITAL EXPENSES. ARE YOU SATISEFIED WITH THE FACILITY RENDERED BY YOUR BANK? ANS. ) Ans.IF YES THEN SPECIPY.