Professional Documents
Culture Documents
1. INDUSTRY PROFILE
2. COMPANY PROFILE
3. COMPETITORS PROFILE
4. RESEARCH METHODOLOGY AND
OBJECTIVE
5. SWOT ANALYSIS OF BANKS
6. COMPARITIVE CHART
7. SURVEY RESULTS
8. STUDIES OF VARIOUS DEPARTMENTS
9. SUGESSTIONS & RECOMMENDATIONS
10. QUESTIONNAIRE
11. BIBLIOGRAPHY
INDUSTRY PROFILE
A HISTORICAL PERSPECTIVE
The earliest banks in India can be traced to the three presidency banks (in
Bengal, Mumbai, and Chennai) in the early 1980s. Subsequently
with the emergence of several small banks in the country, the
number of banks had gone up 105 by December by 1934. In 1921,
the three-presidency banks were merged into the imperial bank of
India, which, apart from usual commercial operations, also took
over certain central banking functions. Since the Reserve Bank of
India was established as a full – fledged central bank of the
country in 1935.
NATIONALISATION OF BANKS
1. Allahabad Bank
2. Andhra Bank
3. Bank of Baroda
4. Bank of India
5. Canara Bank
6. Central Bank of India
7. Dena Bank
8. Indian Bank
9. Indian Overseas Bank
10. Punjab National Bank
11. United Commercial Bank
12. Union Bank of India
13. Syndicate Bank
14. Bank of Maharashtra
The RRBs were established with a view to combining the local feel
and familiarity with rural problems. The RRBs are primarily
sponsored by the commercial banks.The primary objectives of these
banks are:
The Indian banking has come from a long from being a sleepy business
institution to a highly proactive and dynamic entity this transformation
has been largely brought by the large dose of liberalization and
economic reforms that allowed exploring new business opportunities
rather than generating revenues from conventional streams.
The Indian industry has confidently hit the growth trial that pick in
activity is best reflected in the banking sector which after all is as
candid a mirror of a country’s economy as you could ever find. Most of
the Indian financial intermediaries have been keeping pace with the
deepening market economy, riding the opportunity that come along
with reforms even as they brace themselves for increased competition
both foreign and private by strengthening prudential norms and
leveraging technology to ensure that growth engine hums smoothly
along
The word bank is derived from the italian banca, which is derived from
German and means bench. The terms bankrupt and "broke" are
similarly derived from banca rotta, which refers to an out of business
bank, having its bench physically broken. Money lenders in Northern
Italy originally did business in open areas, or big open rooms, with
each lender working from his own bench or table.
Although the type of services offered by a bank depends upon the type
of bank and the country, services provided usually include:
Central banks usually control monetary policy and may be the lender
of last resort in the event of a crisis. They are often charged with
controlling the money supply, including printing paper money.
Examples of central banks are the European Central Bank and the US
Federal Reserve Bank.
Offshore banks are banks located in jurisdictions with low taxation and
regulation, such as Switzerland or the Channel Islands. Many offshore
banks are essentially private banks.
Profitability
Large banks in the United States are some of the most profitable
corporations, especially relative to the small market shares they have.
This amount is even higher if one counts the credit divisions of
companies like Ford, which are responsible for a large proportion of
those company's profits. For example, the largest bank, Citigroup,
which for the past 3 years has made more profit then any other
company in the world, has only a 5 percent market share. Now if
Citigroup were to be as dominant in its industry as a Home Depot,
Starbucks, or Wal Mart in their respective industries, with a 30 percent
market share, it would make more money than the top ten non-
banking US industries combined. In the past 10 years in the United
States, banks have taken many measures to ensure that they remain
profitable while responding to ever-changing market conditions. First,
this includes the Gramm-Leach-Bliley Act, which allows banks again to
merge with investment and insurance houses. Merging banking,
investment, and insurance functions allows traditional banks to
respond to increasing consumer demands for "one stop shopping" by
enabling the crossing selling of products (which, the banks hope, will
also increase profitability).
Second, they have moved toward risk based pricing on loans, which
mean charging higher interest rates for those people who they deem
more risky to default on loans. This dramatically helps to offset the
losses from bad loans, lowers the price of loans to those who have
better credit histories, and extends credit products to high risk
customers who would have been denied credit under the previous
system. Third, they have sought to increase the methods of payment
processing available to the general public and business clients. These
products include debit cards, pre-paid cards, smart-cards, and credit
cards. These products make it easier for consumers to conveniently
make transactions and smooth their consumption over time (in some
countries with under-developed financial systems, it is still common to
deal strictly in cash, including carrying suitcases filled with cash to
purchase a home). However, with convenience there is also increased
risk that consumers will mis-manage their financial resources and
accumulate excessive debt. Banks make money from card products
through interest payments and fees charged to consumers and
companies that accept the cards. The banks' main obstacles to
increasing profits are exisiting regularory burdens, new government
regulation, and increasing competition from non-traditional financial
institutions.
COMPANY PROFILE
ICICI BANK
ORIGINATION
ICICI Bank's equity shares are listed in India on the Stock Exchange,
Mumbai and the National Stock Exchange of India Limited and its
American Depositary Receipts (ADRs) are listed on the New York Stock
Exchange (NYSE).As required by the stock exchanges, ICICI Bank has
formulated a Code of Business Conduct and Ethics for its directors and
employees.
At October 31, 2004, ICICI Bank, with free float market capitalisation*
of about Rs. 220.00 billion (US$ 5.00 billion) ranked third amongst all
the companies listed on the Indian stock exchanges. ICICI Bank was
originally promoted in 1994 by ICICI Limited, an Indian financial
institution, and was its wholly-owned subsidiary. ICICI's shareholding
in ICICI Bank was reduced to 46% through a public offering of shares
in India in fiscal 1998, an equity offering in the form of ADRs listed on
the NYSE in fiscal 2000, ICICI Bank's acquisition of Bank of Madura
Limited in an all-stock amalgamation in fiscal 2001, and secondary
market sales by ICICI to institutional investors in fiscal 2001 and fiscal
2002. ICICI was formed in 1955 at the initiative of the World Bank, the
Government of India and representatives of Indian industry. The
principal objective was to create a development financial institution for
providing medium-term and long-term project financing to Indian
businesses. In the 1990s, ICICI transformed its business from a
development financial institution offering only project finance to a
diversified financial services group offering a wide variety of products
and services, both directly and through a number of subsidiaries and
affiliates like ICICI Bank. In 1999, ICICI become the first Indian
company and the first bank or financial institution from non-Japan Asia
to be listed on the NYSE.
From ICICI bank you can withdraw money from non-based branch as
follows:-
SOURCE AMOUNT
ATM 25000
SELF CHEQUE 50000
3rd PARTY CHEQUE 15000
PURCHASING 25000
TOTAL 115000
CHARGES:
1. Establishing a Relationship
2.2 The Bank will be sending through courier or post from time to time
to the mailing address furnished by the applicant, statements of
account, balance confirmation certificate, cheque books, various PIN
mailers and such other items. Hence, it is incumbent upon the
applicant(s) to intimate change in mailing address, if any, immediately
without any loss of time. The bank will not be responsible for any loss,
damage or consequences for wrong delivery of the above items arising
out of non-intimation of change in mailing address.
Collection facility
Closure of Account
Payment of Interest
Competitive Pricing
Reduced rates for products and services
Several Complimentary Offers
Value-linked benefits
WEALTH
PRODUCT SELECT PREMIUM
ADVISORY
Banking
Products
Rs. 50 Lacs
Eligibility Rs. 5 Lacs Individual Rs. 25 Lacs Individual
Family AUA
Criteria Banking Relationship Banking Relationship
Relationship
Minimum
Balance Zero Balance Zero Balance Zero Balance
Requirement
Private
Banking Kit
At par facility Available Available Available
Personalised
Available Available Available
Pay-in Slips
Exclusive
Call Centre Exclusive Private Exclusive Private
Private Banking
Facility Banking Call Centre Banking Call Centre
Call Centre
(To be launched Mobile
Mobile identification Mobile identification
soon) identification
Competitive
Housing Loans Competitive Rates Competitive Rates
Rates
Fee @ 0.25%
Fee @ 0.50% or Rs.
Fee @ 0.50% or Rs. or Rs.5,000
7,500 whichever is
7,500 whichever is less whichever is
less
less
Credit Cards
Roll Over Roll Over @
Roll Over @ 2.75% Roll Over @ 2.75%
Balance 2.00%
Free for 1st Year. Card Free for 1st Year. Card
Fee waived for Fee waived for
Card Fees Subsequent Years if Subsequent Years if Free
Card Annual Spend Card Annual Spend
more than Rs 60,000 more than Rs 60,000
ICICI Bank
HPCL ICICI Bank HPCL ICICI Bank Solid
Solid Gold Card
Type of Card Solid Gold Card with Gold Card with Pre
with Pre -
and Limit Pre Approved Limit of Approved Limit of Rs.
Approved limit
Rs. 1.5 Lacs 3.00 lacs
of Rs. 3.00 lacs
Limit Limit can be enhanced Limit can be enhanced Limit can be
enhancement to Rs 2.5 lacs to Rs 5 lacs enhanced to Rs
based on 10 Lacs
documentation
Demat and
Web Trade
Demat Annual Fee Rs. 300 No annual fee No annual fee
SALARY ACCOUNT:
ICICI Bank Salary Account is a benefit-rich payroll account for Employers and
Employees. As an organization, you can opt for our Salary Accounts to enable
easy disbursements of salaries and enjoy numerous other benefits too.
With ICICI Bank Salary Accounts your employees will enjoy the convenience of :
All you would require to do is to send ICICI Bank an advice (in form of a
cheque /debit instruction, ecs, etc) for the total salary amount along with the
salary details of the designated employees in a soft and hard copy format and we
will credit the respective employees' accounts as per your statement of advice.
ICICI Bank Salary Accounts benefits you in more than one ways:-
Besides all of the above, employees will automatically become ICICI Bank
account holders with special benefits and privileges of 8-8 banking, Investment
advisory and much more...ICICI Bank also has a special offering: Defense
Banking Services designed exclusively for the armed forces.
WOMEN’S ACCOUNT:
Features:
The features of the account have been specially designed keeping in mind a
woman's financial requirements. These include
A) Recurring Deposits
B) Financial planning of children
C) Family Shield Insurance
In addition to these, all features of the existing bank account are available with
this account as well such as
Recurring deposit
Eligibility
Joint accounts with a woman as the first holder are also eligible for the
account
DOCUMENTATION
Tier I - An introduction by an existing relationship holder is a pre-requisite for
establishing a relationship.
OR
Passport Or Letter from existing bank Or PAN (along with self cheque drawn on
existing bank)
OR
Tier III - At least one each from List A and List B (along with self cheque drawn
on existing bank)
List A (proof of name) List B (proof of address)
ICICI Fixed Deposit allows you just that - deposits can be opened for periods
ranging from 15 days to 10 years.
Traditional
Reinvestment
Minimum Balance
You can avail of ICICI Bank Fixed Deposits for a minimum deposit of
Rs 10,000 and thereafter in multiples of just Rs 1,000.
Nomination
Easy withdrawal
Under this option fixed deposit shall be linked to the debit card
directly
The debit card can be used to withdraw money from the ATM, by
breaking the FD, as and when required.
If the deposits are prematurely withdrawn, the interest rate for
the period for which deposit was with the ICICI Bank prevailing
on date of deposit made, shall be payable
Easy Loan
Benefits
A wide range of tenures, ranging from 15 days to 10 years, to
suit your investment plan.
Partial withdrawal is permitted in units of Rs 1,000. The balance
amount earns the original rate of interest.
Safe custody of your fixed deposit receipts.
Auto renewal is provided.
Loan facility is available to the extent of 85% of principal and
accrued interest.
Choice of two investment plans: Traditional or Reinvestment.
The entities eligible for the Deposit scheme are resident Indians and a
deposit can be opened in the names of an individual -
Young Stars, cute companions will guide CHILDRENS through the world
of banking -through checking the account balance, fun zones and
special pages on the internet. It makes banking a pleasure and of
course teaches your child at to manage their personal finances. Once
you are done with your 'banking', you can access your child's account
with all the fun links to special zones designed to suit your child's area
of interests and also impart knowledge on the current events of the
world. You can even open a recurring deposit in your child's name.
Features:
Young Stars is a banking service for children, aged 1-18 years, brought
to you by ICICI Bank to help the parents meet the present and future
aspirations that they hold for their child. It offers various savings and
investment options to the parent along with teaching the child to
manage his/her personal finance in a more responsible and
independent manner.
SPECIAL OFFER:
Based on the prevailing rate of interest, the bank staff would then
II.
back calculate the installments to be deposited now till maturity.
Other RD type savings options that are possible for the parent
include investing sums periodically and then receiving sums back
from the bank periodically. The various RD options would be
available through the "Annuity to Annuity" product already
developed by the bank.
PRIMARY DATA
SECONDARY APPROACH
SAMPLE SIZE
Our product guide,keeping in view the time consideration, determined
the size of sample of the sampe
PROJECT DURATION
8 weeks
RESEARCH DESIGN
For collecting primary data from large groups of people through the
question answer approach ir protocol process , survey method was
used to engage a person to gather substantial amount of information
from enough members of the target population so that the inductive
logic and probabilistic inferences rather than deductive reasoning can
be incorporated in understanding the relationship between desired
market factors and phenomena under investigation .
SEGMENTATION
Geographical basis
Demographical
TARGET RESPONDENTS
Major Private Sector Banks like HDFC, HSBC, IDBI and selected
nationalized banks like PNB, SBI, BANK OF BARODA, and BANK OF
INDIA.
To serve the objective and study the scope banks . .we have designed
two set of questionnaires
SWOT ANALYSIS
STRENGTHS
All the branches are interconnected which give the unique facility
of anywhere banking.
All operations of the bank are carried on with the help of
computers thus transaction are carried with greater efficiency.
WEAKNESS
OPPORTUNITIES
THREATS
Vision :
To be a financial supermarket adding value to the customers,
shareholders and employees.
Cash Withdrawals
Balance Inquiry
Mini Statement
Cheque Book
Request Bill Payment
Report lost ATM Card and Cheque Book
Safe Deposit Lockers
Standing Instructions
SWOT ANALYSIS
STRENGTHS
Relationship Discounts :
As a valued Bank of Punjab customer, please avail a Special
discount on Bank of Punjab's listed rates on Retail Loans like
Auto Loan
Consumer Loans
Money can be withdrawn from any atm
WEAKNESS
minimum balance in your account between the 10th and the last
day of the month, credited half yearly into your account
OPPORTUNITIES
THREATS
IDBI Bank
IDBI, the tenth largest development bank in the world has promoted
world class institutions in India. A few of such institutions built by IDBI
are The National Stock Exchange (NSE), The National Securities
Depository Services Ltd.(NSDL), Stock Holding Corporation of India
(SHCIL) etc. IDBI is a strategic investor in a plethora of institutions
which have revolutionized the Indian Financial Markets
The birth of IDBI bank took place after RBI issued guidelines for entry
of new private sector banks in January 93. Subsequently, IDBI as
promoters sought permission to establish a commercial bank and
retained KPMG a management consultant of international repute to
prepare the groundwork for establishing a commercial Bank. The
Reserve Bank of India conveyed it's in principle approval to establish
idbi bank on February 11th, 1994. Thereafter the Bank was
incorporated at Gwalior under Companies Act on 15th of September
1994 (Registration No. 10-08624 of 1994) with its Registered Office at
Indore. The Certificate for Commencement of Business was received
on 2nd of December 1994.
STRENGTHS
WEAKNESS
THREATS
Our Vision "to become the bank of choice for corporates, medium
businesses and upmarket retail customers and to provide cost effective
developmental banking for small business, mass market and rural
markets"
Services :
SWOT ANALYSIS
STRENGTHS
This network will provide about 500 ATMs to its clients now to start
with. More Banks are likely to join the network in the next one month
and will make available about 1,200 common ATMs for all their clients.
The Bank has been the first among the nationalised banks to establish
a fully computerised branch and ATM facility
Multi Branch Banking (Anywhere Banking) service is available to
customers of networked branches of the Bank
The Bank has 2573 branches in India spread over all states/ union
territories including 93 specialised branches.
The Bank's association with the capital market. entered into an
agreement with the Bombay Stock Exchange (BSE) to manage the BSE
Clearing House
The Bank has sizable presence abroad, with a network of 21 branches
(including three representative office) at key banking and financial
centres viz. London, Newyork, Paris,Tokyo, Hong-Kong,and Singapore.
The international business accounts for around 20.10% of Bank's total
business.
270 branches provide export credit. The expertise in this area has
enabled the Bank to achieve a leading position in providing export
credit in certain areas like diamond export
The Bank also has specialized Branches for Asset Recovery, Small
Scale Industries, Hi-tech Agriculture Finance, Lease Finance and
Treasury.
The Bank is a member of the RBI's VSAT Network and has installed 39
VSATs linking strategic branches/offices
WEAKNESS
OPPORTUNITY
THREATS
The bank was incorporated in August 1994 in the name of 'HDFC Bank
Limited', with its registered office in Mumbai, India. HDFC Bank commenced
operations as a Scheduled Commercial Bank in January 1995. The
authorised capital of HDFC Bank is Rs.450 crore (Rs.45 billion). The paid-up
capital is Rs.282 crore (Rs.28.2 billion). Apart from the usual facilities, you
get a free ATM Card, Interbranch banking, NetBanking, BillPay,
PhoneBanking, Debit Card and MobileBanking, among others.You also get
privileges like fee waivers, enhanced ATM withdrawal limit, priority locker
allotment, free Demat Account and lower interest rates on loans, to name a
few. The money is automatically swept in from your fixed deposit into your
Savings Account.
SWOT ANALYSIS
STRENGTHS
The HDFC Group holds 24.2% of the bank's equity while about 13.1%
of the equity is held by the depository in respect of the bank's issue of
American Depository Shares (ADS/ADR Issue)
The Bank at present has an enviable network of over 435 branches
branches spread over 199 cities across the country
Bank also has a network of over 1069 networked ATMs across these
cities
Strong sales and marketing team
Overdraft facility upto 75% against fixed deposit with the bank.
Often confused to be nationalized bank by the people
Provides wide range of products apart from deposits
WEAKNESS
OPPORTUNITIES
THREATS
HSBC Bank
HSBC's origins in India date back to 1853, when the Mercantile Bank of India
was established in Mumbai. The Bank has since, steadily grown in reach and
service offerings, keeping pace with the evolving banking and financial needs
of its customers. In India, the Bank offers a comprehensive suite of world-
class products and services to its corporate and commercial banking clients
as also to a fast growing personal banking customer base.
HSBC Securities and Capital Markets (India) Private Limited has two main
business lines. Its Institutional and proprietary broking business is based in
Mumbai and, has seats on two of India's premier stock exchanges, the
Bombay Stock Exchange and the National Stock Exchange. It deals in Indian
securities for both Indian and international institutions and for select retail
clients and is backed by an extensive research team. The Corporate Finance
and Advisory business, with offices in Mumbai and New Delhi, offers a full
range of integrated investment banking services in India and internationally.
SWOT ANALYSIS:
STRENGTHS
Self-service banking with over 150 in-branch and off-branch ATMs and
24-hour phonebanking.
Trade and corporate banking services with real-time access to a
centralised information database
Instantaneous inter-city transactions through online connections
between all branches
A state-of-the-art treasury dealing system
A sophisticated card system supporting debit and credit cards,
domestic and international VISA, MasterCard, and co-branded cards
A dedicated acquiring system for both MasterCard and Visa
transactions
online@hsbc, HSBC's internet banking service, provides customers
with an integrated and secure platform to access their accounts.
Internet Payment Gateway handles credit card transactions on the
internet
Asset management: HSBC Asset Management (India) Private Limited
offers mutual funds to its customers. With the Group's global fund
management expertise and investment capabilities
Global Resourcing : HSBC Electronic Data Processing (India) Private
Limited, through its offices in Hyderabad, Bangalore and
Visakhapatnam provides data processing / customer service facilities
HSBC Insurance Brokers (India) Private Limited is licensed by the
Insurance Regulatory Development Authority (IRDA) to operate as a
composite insurance broking company, which will function as a direct
and a reinsurance broker
HSBC Private Equity Management (Mauritius) Limited, a subsidiary of
HSBC Private Equity (Asia) Limited in Hong Kong, has a Liaison Office
in Mumbai
HSBC has well-established, long-term corporate banking relationships
with large domestic Indian corporations and foreign multinationals
operating in India
Business Banking offers two types of account to small and medium-
sized businesses - The Business Account and the BusinessVantage
Account
WEAKNESS
Its branches are at very few places its branch network in Ahmedabad,
Bangalore, Chennai, Chandigarh, Coimbatore, Gurgaon, Hyderabad,
Jaipur, Kochi, Kolkata, Ludhiana, Mumbai, New Delhi, Noida, Pune,
Thane, Trivandrum and Visakhapatnam.
HSBC's origins in India date back to 1853, when the Mercantile Bank
of India was established in Mumbai still the bank lag behind the major
Indian banks
The bank appeal to maximum number of higher class customers
No penetration in rural sector in India
Only one main branch and atm in jaipur
Higher minimum balance to be maintained in savings account i.e
25000 AQB
OPPORTUNITIES
Enterprise integration
RTGS and inter-bank payment systems
Branch network connectivity
ATM networks
Linux
Smart card technology
DEVELOPING AN INTREGRATED MULTI-CHANNEL BANKING PLATFORM
THREATS
The State Bank of India was thus born with a new sense of social purpose
aided by the 480 offices comprising branches, sub offices and three Local
Head Offices inherited from the Imperial Bank. The concept of banking as
mere repositories of the community's savings and lenders to creditworthy
parties was soon to give way to the concept of purposeful banking
subserving the growing and diversified financial needs of planned economic
development. The State Bank of India was destined to act as the pacesetter
in this respect and lead the Indian banking system into the exciting field of
national development.
SWOT ANALYSIS
STRENGTHS
WEAKNESSES
Average waiting time for the customer is 15 to 20 minutes.
No separate customer care unit.
Minimum balance to be maintained per day is Rs. 1000
There is no separate marketing cell in Jaipur branches.
No other facility such as phone banking ,multiplicity and free
financial advice to customers.
No DMAT account of the bank.
Reduced banking hours.
OPPORTUNITIES
THREATS
SWOT ANALYSIS
STRENGTHS
The Bank is giving thrust on fee-based income and relatively safe high
yielding advances like Trade advances, Personal segment advances and
Agricultural advances
The Bank provides Demat Services and Trusteeship for debenture
holders to increase its fee-based income
The Bank is planning to introduce Cash Management Services, for the
benefit of corporate customers.
WEAKNESS
Limited customer dealing hrs in comparison to other private sector
banks
No facilities to be provided for phone banking, d.mat a.c in jaipur
No marketing network in any of the jaipur branch.
Some branches in jaipur do not have customer relation department
Very low infrastructure in some branches of jaipur
No banking in rural area
OPPORTUNITY
THREATS
In Jaipur cinema hall are the most happening places especially during
vacations. Cinema halls are these days going flooded with movie watchers.
No doubt, these cinema halls attract huge collections and they need to back
their money everyday. Carrying huge amount of money is again very risky.
To capture this sector ICICI BANK should emphasize on doorstep banking,
phone banking and their offers of free bank facility to current account
holders. The same strategy can also be adopted to tap cinema halls owners.
Besides through slide shows and captions during the intermission time, ICICI
BANK can publicize its products, their milestones/achievements.
Placing canopies at the cinema halls (with due permission) is also a good
idea.
Reason being audience usually come before the schedule time of starting of
movies and they spend this time either by watching movie posters/hoardings
or loitering here and there. They can be encouraged easily to divert their
attention towards standard chartered canopies.Also the ICICI BANK can
place its logo in the footer of the posters of the box office hit films.
It is very difficult to tap the retail chemist storeowners at this point of time
because they already have their business account with at least one of the
bank. Also ICICI BANK does not provide overdraft and cash credit facility and
personal loan to businessman. Therefore it is really a hard target to combat.
Strategy to be followed:
ICICI BANK should contact their association heads seek to sponsor their
meetings.
Provide personal loans to shopkeepers
STRATEGY FOR RESORTS AND WATERPARKS:
ICICI Bank account holders should get some discount on specific schemes of
membership. Also the tie up with the resort or the water park should
provide an unchallenged opportunity to ICICI bank to advertise and spread
awareness among all the members and the prospective customers.Most
people are not aware about ICICI BANK hence by conduction the various
awareness programs; the banks awareness can be increased manifold. The
bank must provide O.D. and C.C. limits to its customers as other banks do.
Due to the potential offered by this industry the new ATM of the bank must
be installed in the area nearing this industry.
CRITERIA RANKS
1 2 3 4 5
ACCOUNTS MAINTAINED
CUSTOMER RELATION
BANK’S REPUTATION
CONVIENIENCE OF
LOCATION
QUALITY OF SERVICE
Life Cycles of Financial Planning
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