A PROJECT REPORT ON

Comprehensive Study of Service Quality on Liability Products Of ING VYSYA Bank & Its Competitors

TRAINING EXECUTED AT:

FARIDABAD

AS A REQUIREMENT IN THE PARTIAL FULFILLMENT OF P.G.D.M (2008-10)
SUBMITTED TO: SUBMITTED BY:

MR.KRISHNA PRASAD
Sales manager. Faridabad

MR. JAGDEEP GANDHI
Student Asia Pacific Institute Of Management

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ING VYSYA BANK FARIDABAD , HARYANA.

ACKNOWLEDGEMENT

Enumerating and enlisting all the individuals whose contributions went into the making of the project is a very difficult task…

I offer my great sense of gratitude and thanks to Mr. KRISHNA PRASAD of ING Vysya Bank, who gave me a chance to work under him. I am obliged to him for encouraging me and for providing me valuable knowledge. I am highly indebted to the whole corporate team of ING Vysya bank for giving their valuable time and advice regarding this project.

I owe a special word of thanks to the management of ING Vysya Bank, who provided me with this great opportunity for working and preparing this project report.

I am also grateful to all my Faculty Guide Prof.Shiladitya Dasgupta & a special mention to my programme director Prof.S.K.Kapoor without whom this project would have been impossible.

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Finally I express my sincere gratitude to all those who directly or indirectly helped me in the successful completion of this project.

CONTENTS Page no. Executive summary………………………………………………… 1. Introduction……………………………………………………. 1.1 Company profile…………………………………………… 1.2 A word about the competitors………………………….. 2. Review of literature …………………………………………… 3. 4. 5. Objectives ……………………………………………………… Scope…………………………………………………………….. Methodology……………………………………………………. 5.1 Sample………………………………………………………. 5.2 Research instrument……………………………………..

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…..6.3 Graphical representation of data……………….3 SWOT analysis…………………………………………….1 SERVE QUAL results……………………………….2 Formulation of Hypothesis’s…………………………. 6. 6.2. Data collection & interpretation…………………………… 6. 6.2.. 6.. Conclusion ………………………………………………… Recommendation ………………………………………… Limitation ………………………………………………… References………………………………………………… Annexure…………………………………………………… 4 . 8.. 7.1. 9.2.1..1 Comparative analysis of corporate salary accounts………………………………………………….1.2 Comparison of ING Vysya’s savings account with other banks……………………………………………… 6.3 Comparison of ING Vysya’s current account with Other banks……………………………………………… 6.

The growing competition with in the nationalised banks. it’s a miniscule effort from my side under which I have tried to fulfill the following objectives:  A complete comparative analysis of the ASPIRA account (salary account) of ING VYSYA bank. To compare the features offered by the current account of ING VYSYA bank with those offered by the others. In middle of this post recession period certain events had such happened that equilibrium had once again shifted to nationalized banks. In such a scenario the customer would continue to be the centre-point of the business strategy.e. so private bankers are trying to build up on their competencies & coming up with new innovative products to regain their previous customers as well come up with new opportunities & rectification of old mistakes. private banks and the foreign players are increasing the expectations of the customers like the catalyst. To compare the features offered by the savings account of ING VYSYA bank with those offered by the others. post recession period that strong market players are striving to uncover market potentials and provide all services. and you lose everything. combining innovation.EXECUTIVE SUMMARY It can be seen in the present scenario of banking sector i. you lose touch with the customer. personal touch and flexibility in delivery so as to attract customers . In short. Keeping in view such stiff competition. quality.   5 .

Even in the comparative analysis it was found that most of the product features are almost the same. Due to RBI guide lines which have been some what restrictive for foreign players. International Netherland Group. 2. 4. 3. while to measure the service quality I have conducted a survey for the customers of ING Vysya and collected data from them.  For the comparison I have visited some of the banks and used the internet for the data. unlike its competitors.e. To study the service quality of ING VYSYA bank’s corporate salary account. The findings of the research lead to following conclusion: 1. The bank is facing the problem of being unpopular due to lack of its branches and ATMS in sufficient numbers all over INDIA. ING Vysya cannot be blamed solely for being unpopular. in the minds of people here in India. ING Vysya has a strong brand association with an international fame group i. To do a SWOT analysis of ING VYSYA bank. It is expected that in the time to come when these guide lines would be eased ING Vysya would be able to utilize more resources and would be able to establish itself more efficiently. And based on this I have done the SWOT analysis. rather in some instances ING Vysya is superior for eg:- 6 . But so far the bank has not been able to establish it self so well here.

f. 1st August 2008.i) ii) iii) iv) It offers PAP cheque books to its customers where as other banks don’t. w. Similarly in some cases some features of other banks are superior. for eg:i) YES bank gives unlimited ATM transactions with its partner banks to all of its customers where as it offers only to orange customers ii) iii) ICICI facilitates immediate transfer of funds which is not the case with ING Customers also complain about its late salary transfer.3000 . 7 .e. In this period of post recession ING VYSYA Bank had come up with an initiative of innovative banking product called ING FORMULA Savings Account for the Formula 1 Fans residing in metro cities of India with an additional offering of Party vouchers of night clubs worth Rs. 5. It offers 2 free DD/PO to its customers where as banks like standard chartered don’t It opens the salary accounts even at lower averages where as other banks are stringent in this respect.

during Oct 2002.. Being new on the ground ING Vysya is making all its efforts to compete with its competitors in the best possible way. the reason I was given this project was the newness of the bank and hence its necessity to be aware of where it stands as compared to its competitors. The origin of the erstwhile Vysya Bank was pretty humble. a premier bank in the Indian Private Sector and a global financial powerhouse. and how is it perceived by its competitors. Vysya Bank Ltd. Its business has been organized into Retail Banking and Wholesale Banking.1. It was in the year 1930 that a team of visionaries came together to found a bank that would extend a helping hand to those who weren't privileged enough to enjoy banking services. In its retail banking I got this opportunity to work and do the comparative analysis of Aspira account which is the salary account of the bank and measure its service quality. how its products differ from its competitors. is an entity formed with the coming together of erstwhile. It is one of the oldest private sector banks offering banking products and services to retail and corporate customers. INTRODUCTION ING Vysya Bank Ltd. To measure this perception I used the SERVE QUAL tool and surveyed its competitors. ING of Dutch origin. 8 .

As suggested by the faculty guide I also covered the rest of the liability products i. ABN Amro bank and Standard Chartered bank. the savings account and the current account of the bank and compared its features with other banks namely. Finally I also did an over all SWOT analysis on the basis of data that I collected and knowledge of the present scenario that I gathered during my summer internship about the banking sector. ICICI. to increase the knowledge about all the products and enhance my learning. Yes bank. HDFC. 9 .e.

It finances agricultural activities and government-sponsored schemes. credit cards. It was in the year 1930 that a team of visionaries came together to found a bank that would extend a helping hand to those who weren't privileged enough to enjoy banking services. Its deposit products include demand deposits (savings and current accounts) and time deposits. two wheeler loans. like salary accounts. accounts for small and medium enterprises and non-resident Indian accounts. personal loans. is an entity formed with the coming together of erstwhile. The origin of the erstwhile Vysya Bank was pretty humble. ING of Dutch origin. loans against term deposits and loans against shares. a premier bank in the Indian Private Sector and a global financial powerhouse. It offers a range of credit products including home loans. It’s banking products and services for retail customers include both loans and liabilities products and services. Its business has been organized into Retail Banking and Wholesale Banking. commercial vehicle loans.. during Oct 2002. Vysya Bank Ltd. It offers loans and fee-based services to small and medium enterprises. automobile loans. with specific products for customers in various segments. Our other retail products and services include private banking. Small and Medium Enterprises (SME) Agriculture and Social Banking Unit (ASBU) and Private Banking.1COMPANY PROFILE ING Vysya Bank Ltd. 10 . Its Retail Banking business comprises four business units namely Consumer Banking. fund transfer facilities and utility bill payment services. dealer financing. debit cards. It is one of the oldest private sector banks offering banking products and services to retail and corporate customers.1.

• • • Orange savings account Freedom account Formula savings account Aspira account (Salary account) These accounts are opened by the companies for their employees to transfer their salary. the Products and Services and Financial Markets groups are responsible for product and service delivery to the entire Wholesale Banking client base. ING Vysya Bank has a portfolio of banking solutions and a range of offerings for people from all walks of life. Products and Services and Financial Markets. Whether you require a simple savings account or a sound banking partner. • • Advantage salary account Orange salary account 11 . While the Client Coverage group is responsible for managing relationships with identified client subgroups. ING Vysya Bank has the perfect solutions and products to ensure a wealthy future. Savings Accounts Out of the following one can choose the product suiting the most to their requirements and pockets. with a view to making banking an effortless task.Its Wholesale Banking is organized into three groups. Client Coverage.

medium and large businesses alike will find that ING Vysya Bank's current account offerings come with all the benefits needed to stay ahead of competition. ICICI's shareholding in ICICI Bank was reduced to 46% through a public offering of shares in India in fiscal 1998. ICICI Bank's acquisition of Bank of Madura Limited in an all-stock amalgamation in fiscal 2001. My project revolves around these liability products. an equity offering in the form of ADRs listed on the NYSE in fiscal 2000.Current account Small. their comparison with similar products of other banks and study of service quality of the salary account. • • • General current account Advantage current account Orange current account. one will find a current account option exclusively designed for him/her. and secondary market sales by ICICI to institutional investors in fiscal 2001 and fiscal 2002. the Government of India and representatives of Indian 12 . an Indian financial institution.2 A word about the competitors ICICI BANK ICICI Bank was originally promoted in 1994 by ICICI Limited. 1. ICICI was formed in 1955 at the initiative of the World Bank. Whatever the size or scope. and was its wholly-owned subsidiary.

with ICICI Bank. 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. the managements of ICICI and ICICI Bank formed the view that the merger of ICICI with ICICI Bank would be the optimal strategic alternative for both entities. The principal objective was to create a development financial institution for providing medium-term and long-term project financing to Indian businesses. by the High Court of Gujarat at Ahmadabad 13 . The merger would enhance value for ICICI shareholders through the merged entity's access to low-cost deposits. ICICI Personal Financial Services Limited and ICICI Capital Services Limited. The merger was approved by shareholders of ICICI and ICICI Bank in January 2002. the Boards of Directors of ICICI and ICICI Bank approved the merger of ICICI and two of its wholly-owned retail finance subsidiaries. seamless access to ICICI's strong corporate relationships built up over five decades. both directly and through a number of subsidiaries and affiliates like ICICI Bank. greater opportunities for earning fee-based income and the ability to participate in the payments system and provide transaction-banking services. and access to the vast talent pool of ICICI and its subsidiaries. In the 1990s. After consideration of various corporate structuring alternatives in the context of the emerging competitive scenario in the Indian banking industry. entry into new business segments.industry. 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. particularly fee-based services. The merger would enhance value for ICICI Bank shareholders through a large capital base and scale of operations. and would create the optimal legal structure for the ICICI group's universal banking strategy. In October 2001. higher market share in various business segments. and the move towards universal banking.

NHM merged with De Twentsche Bank to form Algemene Bank Nederland (ABN).793. 2009 and profit after tax of Rs.01 billion at March 31.000 highly qualified staff. Our international network comprises 4500 branches and offices in over 320 cities and 76 countries and territories. Today. In 1964. The Bank has a network of about 1438 branches and 4. with over 100. have been integrated in a single entity. ABN AMRO Bank ranks among the top 10 banks in the world in size and strength. and by the High Court of Judicature at Mumbai and the Reserve Bank of India in April 2002. ICICI Bank is the most valuable bank in India in terms of market capitalization and is ranked third amongst all the companies listed on the Indian stock exchanges in terms of free float market capitalisation*. In 1991. the ICICI group's financing and banking operations. 37. As a global bank. building on a tradition of stimulating international trade. we can handle the 14 . ABN AMRO Bank has a powerful presence in world markets. ICICI Bank is India's second-largest bank with total assets of Rs. both wholesale and retail. with assets over US $504 billion and an AA credit rating. these two banks merged as ABN AMRO Bank. Consequent to the merger. Today.in March 2002.600 ATMs in India and presence in 19 countries.58 billion for fiscal 2009. Today. ABN AMRO On 29 March 1824 King Willem-I issued a royal decree creating the Nederlandsche Handel-Maatschappij with the aim of reviving trade between the Netherlands and the Dutch East Indies. 3. while Amsterdamsche Bank and Rotterdamsche Bank joined to become Amsterdam-Rotterdam (Amro) Bank.

The primary objective of HDFC is to enhance residential housing stock in the country through the provision of housing finance in a systematic and professional manner. HDFC is a professionally managed organization with a board of directors consisting of eminent persons who represent various fields including finance. HDFC BANK The Housing Development Finance Corporation Limited (HDFC) was amongst the first to receive an 'in principle' approval from the Reserve Bank of India (RBI) to set up a bank in the private sector. maintain its position as the premier housing finance institution in the country. HDFC was incorporated in 1977 with the primary objective of meeting a social need – that of promoting home ownership by providing longterm finance to households for their housing needs. construction and urban policy & development.100 million. Its main goal is to develop close relationships with individual households. taxation. with its registered office in Mumbai. yet we also understand the subtleties of local markets. transform ideas into viable and creative solutions. and provides consistently high returns to shareholders & to grow through diversification. The bank was incorporated in August 1994 in the name of 'HDFC Bank Limited'. and to promote home ownership. It was promoted with an initial share capital of Rs. India. HDFC Bank commenced operations as a Scheduled Commercial Bank in January 1995. HDFC is ranked 3rd amongst the Asian banking and finance sector for highest return on equity by Asian money.most complicated cross-border transactions. as part of the RBI's liberalisation of the Indian Banking Industry in 1994. Its most valuable assets are its Human Resources and it is its constant endeavor to continuously develop them by laying strong emphasis on their Training 15 .

Standard Chartered has focused on developing its strong franchises in Asia. it would focus on consumer. Standard Chartered began a series of divestments notably in the United States and South Africa. and the Chartered Bank of India. In 1969. and on the 16 . Secondly. when a hostile takeover bid was made for the Group by Lloyds Bank of the United Kingdom. corporate and institutional banking. Provisions had to be made against third world debt exposure and loans to corporations and entrepreneurs who could not meet their commitments. Standard Chartered Bank The Standard Chartered Group was formed in 1969 through a merger of two banks: The Standard Bank of British South Africa founded in 1863. Australia and China.& Development. founded in 1853. Standard Chartered entered a period of change. the decision was made by Chartered and by Standard to undergo a friendly merger. the Middle East and Africa using its operations in the United Kingdom and North America to provide customers with a bridge between these markets. HDFC main focus is on their employees' career development so that their aspirations can meet company’s goals. From the early 90s. When the bid was defeated. Both companies were keen to capitalize on the huge expansion of trade and to earn the handsome profits to be made from financing the movement of goods from Europe to the East and to Africa. and also entered into a number of asset sales. All was going well until 1986.

particularly the substantial turnover in rice bills with the leading Arab firms. 17 . In the new millennium we acquired Grindlays Bank from the ANZ Group and the Chase Consumer Banking operations in Hong Kong in 2000. at Kolkata. on 12 April 1858. When The Chartered Bank first established itself in India. and was the centre of the jute and indigo trades. Eight years later the Kolkata agent described the Bank's credit locally as splendid and its business as flourishing. Kolkata was the most important commercial city. With the growth of the cotton trade and the opening of the Suez Canal in 1869. Today the Bank's branches and sub-branches in India are directed and administered from Mumbai (Bombay) with Kolkata remaining an important trading and banking centre. The Chartered Bank opened its first overseas branch in India. Bombay took over from Kolkata as India's main trade centre.provision of treasury services – areas in which the Group had particular strength and expertise.

which has become almost the standard way of measuring service quality. particularly in 18 . responsiveness. REVIEW OF LITERATURE Measuring Service Quality in Banks: An Assessment of Service Quality Dimensions Service quality has been viewed as a multi-dimensional construct in marketing literature. Their measurement instrument SERVQUAL is based on the five dimensional model. empathy. Parasuraman. Functional quality represents the perception of the manner in which the service is delivered.2. Zenithal. There is more attention on the functional service quality. essentially captures the functional quality. Gronroos (1982) had identified two service quality dimensions functional quality and technical quality. Brady and Cronin (2001) term it as outcome quality. assurance and tangibility. and Berry (1988) have conceptualized a five dimensional model. The five dimensional model of Parasuraman et al. Technical quality on the other hand represents the outcome of the service act or what the customer receives in the end. The five dimensions are reliability.

Government service. Evidence of convergent validity was examined through simple correlation with the independently measured overall quality score. patronized by the participants. In some industries. 25 and 26. The study that was conducted had final sample consisting of 131 usable questionnaires. But many products and services in the emerging markets compete at their expected product levels (Kotler. it would be pertinent to know the relative strengths of industry specific aspects of “what is offered” versus “how it is offered”.00 and some college education respectively. 2003). The sample had 91% male Nationalized banks represent 97% of the banks respondents. Mean age. Whether a below expectations service outcome is considered more important by customers or if an improper service delivery process and employee interaction is viewed more serious. but this may not create the necessary competitive advantage for growth. employees and the delivery process. Focus only on functional quality dimensions of service quality.000. creating satisfying customer experiences about the company. Jain 2005). Only a few studies have recently tried to empirically explore the outcome dimension of service quality (Kang and James 2004. household income and education level of the sample is 29 years.the more developed economies.5 percent of the participants. Data was collected in the month of February 2005. 19 . The primary data was collected by personally administering the questionnaire. The present study fills the gap and looks at the relative importance of service quality dimensions in the Indian banking sector. therefore appears to be misplaced. Market differentiation can be achieved through the way products and services are delivered. private service and own business is represented by 25. the competition is at the basic product levels or core benefits. Rs 21. Even in the business environments where the competition is at the augmented product level.

Results however do not support the proposition that outcome quality dimension would emerge to be the important dimension. in the study. Customers regard reliability to be the most important dimension of services in banks. the model as such is not supported in banking services. Though some service quality dimensions are found to be similar to the ones posited in five dimensional model. outcome quality features such as there should not be queues for withdrawals. It was found that the service quality dimensions had internal consistency. 2001). Reliability dimension is the descriptor of the functional quality and outcome quality (Brady and Cronin. however outcome quality could not establish convergent results validity buttress and the discriminant validity conclusively. the functional quality dimensions of responsiveness. 20 . The findings of this study have important managerial implications. The operationalisation of outcome quality needs improvement through further exploratory work. A moderate sample and a non parsimonious scale are some of the limitations of the study. assurance. The multidimensional structure of service quality. This implies that the banks should be able to perform what they purport to perform – whether it is the functional quality aspect or the outcome quality aspect. making demand drafts etc have been found to be lagging behind the customers’ expectations and therefore warrant improvement. Reliability is found to be the vital dimension in customers’ perception of service quality. empathy and tangibles do not have much significance for customers.Corresponding correlations with independently measured overall value score were used for observing discriminant validity. Ignored in widely used measurement instruments. As expected.

3. OBJECTIVE OF THE STUDY: . The objectives of the project are:  To conduct comparative analysis of the ASPIRA account (salary account) of ING VYSYA bank.  To compare the features offered by the savings account of ING VYSYA bank with those offered by the others. SCOPE 21 .  To conduct a SWOT analysis of ING VYSYA bank 4.  To compare the features offered by the current account of ING VYSYA bank with those offered by the others.  To study the service quality of ING VYSYA bank’s corporate salary account.

METHODOLOGY 1. ABN AMRO Bank. and what are the areas where they feel ING Vysya needs improvement. its comparative analysis and SWOT analysis. It also include the service quality delivered to and perceived by its customers using the servequal tool and comparison of rest of the liability products with similar products of other banks namely ICICI Bank. on the ASPIRA account.e. HDFC Bank. This would help the bank to measure its standing as compared to its competitors and find out where it lacks and needs improvement. what features are liked by them and which are not. Salary account b. For the comparative analysis of a. which is the salary account of the bank. and YES Bank. 5. Current account 22 . This exercise also made its customers feel that ING Vysya wants to improve and is looking forward to their feedback so in a way it helped in improving its relationship with its customers. The survey conducted on its customers of salary accounts provided valuable information as. Savings account c.The project is mainly concentrated on the corporate sales of the bank i.

talking to various people through personal interviews. 2.al. The study was conducted with the cooperation of the management and ING Vysya’s customers who took the valuable time out of their schedules to fill my questionnaire and give their feedback about ING Vysya’s services.’(1985) was used as a conceptual framework for measuring service quality in ING Vysya Bank.2 THE RESEARCH INSTRUMENT The questionnaire used in this study followed the five basic dimensions of SERVEQUAL instrument developed by Parasuram. 5. 3. A well documented ‘service quality model of Parasuram et. 5.1 SAMPLE The sampling frame was provided by the bank from its data base out of which 30 companies were surveyed consisting of approximately 10 employees each. The instrument includes 7 items on special instruction from my industry guide because he wanted the questionnaire to be as short as possible so that the 23 . With the help of data so collected a SWOT analysis was done after visiting various banks. Here the model has helped us to analyze the gap between the service quality expected by the management and its actual perception by the customer.I visited the banks to meet bank personnel who could guide me about the various features offered by them as part of their liability products.

The names of the companies from which the data was collected are given in appendix. The gap hence found between the perception and expectation was administered consistently to find out the meaningful results. The response rate both at the companies I visited and at the bank was 100%. For the second part i. The customers and management were asked to mark their levels of perception and expectation respectively on a five-pointer scale.e. data was collected by visiting the banks and finding on their respective websites. The questionnaire is given in the annexure. which were the part of corporate salary team. SERVE QUAL. Personal interviews with some employees were also conducted to know the problems they encountered in detail. DATA COLLECTION AND INTERPRETATION For the first part which is the comparative analysis of liability products. The number of respondents from the management side was 12. 24 .customers are not bothered much and they don’t feel irritated while answering them.Reliability was tested using one way ANOVA to test whether any significant difference exist in the perceptions and expectations of customers and management respectively for all the parameters of SERVE QUAL model and are shown separately. 6. primary data from 300 respondents was collected in 30 companies to measure the service quality gap. And finally on the basis of the findings of the study a SWOT analysis was conducted.

• • Where there is a joint account holder.per month. HDFC Bank. ABN AMRO Bank. • • The minimum number of employees of the corporate. and YES Bank. There are two types of salary account offered by ING Vysya Bank.1.000/. for opening of such account certain criteria must be fulfilled such as in case of ING Vysya Bank is concerned the following rules applies. Preferably corporate to have a current account with ING Vysya Bank. benefits & attractive schemes and various banking services. Given below are the features of different liability products offered by ING Vysya bank and after ward their comparison with similar products of other banks namely ICICI Bank. the normal KYC norms need to be adhered to for the joint account holder. should be 20. whose salary accounts are to be opened. 25 . a) Corporate Salary Account This basically refers to opening of different companies employees account by providing them facilities. The average salary credit in to the employee’s orange salary account should be equal to or higher than Rs 20.

6 free ATM transactions per month at 20.per request. Free unlimited ATM transactions on all ING Vysya ATM’S. Shopping convenience at over 200. Free issue of personalized cheque books. Overdraft facilities to an extent of 50% of the last salary credit charged at 18% for number of days overdrawn & service charge of Rs. • • Internet banking facility (Mi. Free unlimited ATM transactions on the ING Vysya Bank ATM network and corporation bank ATM network.000 (cirrus)ATMs Free ING Vysya international debit card. Re-issue charged at Rs. Free transfer of funds between accounts across all 421 networked branches.100/.000 merchant locations. Free issue of multi city personalised payable at par cheques . Free transfer of funds across all the branches of ING Vysya bank.i) Advantage salary account.000) • • • • • • • • • • Zero balance account.bank) Free customer service ii) Orange salary account (Average salary more than 25. (Avg salary less than 25.for every month that the account is overdrawn. (AAA banking. Free bill pay service at select centers.) Free for life credit card based on the applicants eligibility. Free of charges for pap payments.200/. Free customer service line Internet banking facility.000) • • • • • • Zero balance account. 26 .

27 . Whether you require a simple savings account or a sound banking partner. Service charge of RS 100/. It has two types of savings account • • • Orange savings account Freedom savings account Formula savings account Features of these savings accounts are as follows: i) Orange savings account: • • Quarterly Average Balance of Rs. Unlimited ATM transactions on all ING Vysya ATM’s.for every month that the account is overdrawn.5000/. b) ING Vysya’s savings account: ING Vysya Bank has a portfolio of banking solutions and a range of offerings for people from all walks of life.• AAA cash deposits are restricted to two transactions with a value not exceeding RS.per month. with a view to making banking an effortless task.to be maintained in the account.000/. ING Vysya Bank has the perfect solutions and products to ensure a wealthy future. 50.

√ Penalty for non-maintenance of the quarterly average balance is Rs. Free Electronic Bill Payment service –at select centres. Free Personal Assistance Service . Unlimited ATM transactions on all ING Vysya ATM's.000 (Cirrus) ATM’s in India. Free Transfer of funds across all networked branches.000 merchant locations. with the ING Vysya International Debit card.600 + taxes per quarter. • • • • • • Free and unlimited issue and usage of Payable at Par (PAP) Cheques. Customer RTGS (Real Time Gross Settlement) transactions at concessional rates.• • Free Unlimited ATM transactions in over 25.Internet banking facility Customer Service Line facility Free for life Credit Card based on the applicants eligibility. (Zero Balance Account). ii) Freedom Account • • Quarterly Average Balance to be maintained in the account reduced to zero. Shopping convenience at over 200.Smartserv at select centres* Free Statement of Account through E-mail at no charge. • • • • • • Free issue of Personalized chequebooks. Up gradation from any other savings account of the Bank to the Orange Savings account at no additional cost. 28 . Mi-b@nk .

29 . Free issue of ING FORMULA International debit card can be used across 11 million merchants worldwide Contest for gift vouchers on F1 race days for customers on their debit card usage.Internet banking facility Customer Service Line facility Conversion from other type of accounts to the Freedom Savings Account is not allowed. Free Electronic Bill Payment service -at select centers. Free unlimited usage of other bank ATMs on the Maestro Cirrus network.+ taxes to be collected in advance.5% surcharge waived. Mi-b@nk . Fill fuel across any petrol pump in India and get the 2.000 other Bank ATM's in India. iii)Formula 1 Savings Account • • • • • • • Quarterly Average Balance to be maintained in the account is Rs. Free Statement of Account through E-mail at no charge. Free Spend based formula 1 merchandise . Annual Maintenance Charge of Rs. with the ING Vysya International Debit card. Free issue of personalized chequebooks.1000/. Shopping convenience at over 200. 25000. upfront from the Customer every year.000 merchant locations. Free Transfer of funds across all networked branches.• • • • • • • • • • Free four ATM transactions per month in over 25. Free unlimited usage of ATMs & Self banking Kiosks.

C) ING VYSYA’S CURRENT ACCOUNT In today's fast-paced world.000/. 50. Free Internet Banking facility (special looks & feel for ING Formula MiBank customers . the bank’s priority services have become the benchmark for banking industry. they are: • • • General current account Advantage current account Orange current account 30 . to free inter-city funds transfers of up to 200 lakhs per month. ING Vysya Bank Orange Current Account gives one the power of inter-city banking with a single account and access to more than 200 cities.000/.1500/Free bill pay facility through internet banking. Free issue of DDs up to Rs.per day in own ATMs / other bank ATMs. to Free collection (if instruments are lodged directly) of outstation cheques (payable at branch locations).per month without commission/charges. There are three products under ING Vysya’s current account. • • Free SMS alerts to customers on transaction value > Rs. Value added benefits like games / quiz/Formula 1 trivia etc. 50.• • • Enhanced ATM cash withdrawal limit of Rs. From personalized cheques that get treated at par with local ones in any city where we have a branch. business regularly requires one to receive and send funds to various cities in the country.

m. power packed features with potential to save upto Rs.a.20 lakhs p. 31 .Features of ING Vysya’s current account are: i) General account • • • Access your account from any of the networked branches across India Deposit cash at any of the branches (networked) across India International debit card cum ATM card to access your account from the wide network of ING Vysya bank ATMs and self banking across the country • • • • • Enjoy FREE 24.hour Phone Banking and Net Banking facilities that helps you check your balance and other details Attractive rates for inter-city/inter-branch transactions (Please refer Service Charges chart for details) Utilize a safe deposit locker (available at selected branches) for your valuables and important documents Personalized cheque book for enhanced security Cash pick up and delivery services at selected centers ( subject to approval of RBI) ii) Advantage current account • Free remittance limit (DD/ PO/ PAP/ RTGS/ EFT/ NEFT) of Rs.1. 50 lakhs p..

m. 1. Saving of Rs.a. of any bank ^ Avail safe deposit locker facility (where available) on a preferential basis Free 24 hours Customer Service Line (toll free) Multiple channels to access your account and many more Features indicated above are available against stipulated Quarterly Average Balance. # Free unlimited transfer of funds within the Bank Easy anywhere cash deposit and withdrawal (up to specified limit for self only) Personalized cheque books and personalized payable at par cheques Free SMS alerts * Free standing instructions facility * for regular payments Free ATM cum debit card with access to any ATM.50 lakhs p. • Customers to lodge the cheques directly with ING Vysya Bank at the location at which the cheque is payable. Non-maintenance attracts penalty besides charges will be levied for facilities.• • • • • • • • • • Free collection of outstation cheques at all branches of the Bank on local collection basis.2 lakhs p. is calculated at 20ps % and is subject to usage of full limit of free remittance of Rs. • On the cirrus network iii) Orange current account 32 .

Bank reserves the right to change. Non . Free 24 hours Customer Service Line (toll free). Free unlimited transfer of funds within the bank.maintenance attracts penalty besides charges will be levied for usage of facilities.4. Avail safe deposit locker facility (where available) on a preferential basis.Please check for details #Customers to lodge the cheques directly with ING Vysya Bank at the location at which the cheque is payable. Free mi-b@nk Internet Banking facility. without notice. Multiple channels to access your account. Free personalized cheque book (including PAP cheques). * Conditions apply. Easy anywhere cash deposit and withdrawal (upto specified limit for self only. • • • • • • • • • • Free collection of outstation cheques at all branches of the Bank on local collection basis . modify or delete some of the features. Free ATM cum debit card with free access to any ATM of any bank.8 lakhs per annum. power packed feature with potential to save upto Rs.• Free remittance limit (DD /PO /PAP /RTGS /EFT / NEFT) of Rs.2 crores per month. Free standing instructions facility for regular payments and many more * Features indicated above are available against stipulated Quarterly Average Balance of Rs 1 lakh. 33 .

Customer Profitability Matrix 34 .* Saving of Rs.4. percent and is subject to usage of full limit of free remittance package of Rs.8 lakhs per annum is calculated at 20 ps.200 lakhs Per month On the Cirrus network.

High AUM per customer and low revenue per customer. High AUM per customer & good revenue generation per customer Faridabad Low AUM per customer and low revenue per customer Low AUM per customer but good revenue generation per customer COMPARATIVE ANALYSIS 35 .

I) ING VYSYA V/S ICICI FEATURES ING VYSYA ICICI 36 .6.1 Comparative analysis of ING VYSYA Bank’s salary account features with other banks.1.

Rs.5 to per is cheque pick up facility Cash withdrawal charges First 6 withdrawals free First from ATM network ATM at of cost from any cirrus free rest are charged 1000 of subject Debit card fees for joint Free account holder Issue Issue books of of personalized Free PAP cheque Free for orange salary per leaf for advantage salary acc. Free Rs.99 per annum *Reimbursement account: 37 .Min balance to be Zero Zero maintained ATM card Internet banking Mobile banking Online transfer of funds Phone banking Free of cost to every Free of cost to every account holder Available Available Available Available account holder Available Available Available Available Available Reimbursement account Not available ∗ OD facility Cash delivery Available. Not available of days overdrawn and Not Available Available withdrawal Rs.2 per leaf for every cheque books account holders and Rs.2 account holder min.150 Rs. at 18% for no.

Though features of both the banks are almost similar but the repute enjoyed by ICICI is commendable. 4. A positive point with ING Vysya is that it offers free PAP cheque books to all of its orange salary account holders where as it is chargeable in case of other banks.If you opt to disburse/reimburse the travel. 2. Other reasons could be: 1. which they said they never mentioned in the beginning (though they refused to disclose what these charges were. 5. has features more or less same as ING Vysya but enjoys a very reputable stature. expenses via reimbursement accounts.) II) ING VYSYA V/S HDFC HDFC. one of the very popular brands in terms of corporate sales as well as other products. which would be linked together with the debit card already held by your employee. which makes it reliable. Strong brand recognition in the minds of people. Wide network of its branches and ATMs all over India. Like ING Vysya it also has two 38 . a reimbursement account can be opened simultaneously along with the Salary Account savings bank account. Its facility of letting the customer transfer its fund online instantaneously where as in case of ING Vysya it takes one whole day to make it effective. While talking to some customers of ICICI they complained about some hidden charges. though both the banks provide this facility of net banking. food etc. The reason for this could be the time span by which ICICI came earlier and cashed on the opportunity of establishing it self in all the spheres. 3.

employees having monthly income Rs.15000 have their accounts.7500 to Rs.2 body salary acc and Not available Available Available Cash delivery Available centers Available Available at selected cheque pick up facility Free phone banking Free net banking Issue of international Free for every body debit card Safe deposit lockers Not Available Only for regular salary account holders Subject to availability 39 . Under classic. classic and regular.14999 open their accounts while in regular. Its comparison can be done on following grounds: FEATURES Minimum balance to be maintained Statement of accounts ING VYSYA Zero Quarterly free of cost to every employee HDFC Zero Six monthly to classic salary account holders and quarterly to regular Cash salary account holders withdrawal First 6 withdrawals free First 4 withdrawals free of cost from any cirrus of cost from any cirrus network ATM Free for orange salary per leaf for advantage network ATM Chargeable for every charges from ATM PAP cheque books account holders and Rs. employees having their monthly income above Rs.products in case of salary accounts.

3.Available. Available at 1. over ING Vysya. III) ING VYSYA V/S YES BANK FEATURES Minimum ATM card balance to be maintained ING VYSYA Zero YES BANK Zero Free of cost to every Free of cost to every account holder account holder number any of ATM transactions from First 6 withdrawals free ‘N’ other banks network ATM from of cost from any cirrus withdrawals free of cost master’s network. which makes it reliable. at 18% for no. Apart from this other reasons contributing to it could be: 1. The brand value that it enjoys is commendable and it seems that it is one of the reasons why people prefer HDFC over ING Vysya. of days overdrawn HDFC again is one of the most renowned and respected banks in our country and has the advantage of coming in to existence earlier. 2. 40 .5%+ 12% OD facility of days overdrawn (service charge) for no. RBI guide lines doesn’t allow ING VYSYA which is an MNC bank to open their ATMs in company premises which is not the case with banks like HDFC and ICICI hence companies which are already with these banks and enjoy this facility cant switch over even if they want to. Strong brand recognition through advertisements and other sources. Wide network of its branches and ATMs all over India.

Due to the availability of 41 . of employees) is less than Rs.15000. chargeable Available Not available account for Not available Available Financial planning for Not Available all employees once a quarter Free e-mail alerts Available Available Free for selected Issue of international Free for every employee debit card OD facility of days overdrawn employees Available. it has gained a strong foothold but still it has a long way to go. • One of the main differences between their features is the eligibility criterion. chargeable Available. Not available YES bank like ING Vysya is new on the ground and is similarly striving for existence.Reimbursement savings expensereimbursement PAP cheque books Free for orange salary account holders and Rs.2 per leaf for advantage Cash delivery Internet banking Phone banking Mobile banking salary acc Not available Available Available Available Available Available. Though within a short span. which is not the case with ING Vysya. YES bank doesn’t open the corporate salary account of a company if its average salary (total salary being uploaded divided by no. chargeable Available. at 18% for no.

separate product, which is advantage salary account, ING Vysya entertains even those. • On the other hand YES Bank gives unlimited ATM transactions with its associated banks to its customers as it knows that it doesn’t have sufficient number of ATM outlets, where as ING allows only 6 ATM transactions to be free of cost.

IV) ING VYSYA V/S STANDARD CHARTERED BANK

FEATURES Minimum balance to be maintained ATM card ATM Free

ING VYSYA Zero of cost to

STANDARD CHARTERED BANK Zero every Free of cost to every account holder

account holder from other banks cost from any

transactions First 6 withdrawals free of First 4 withdrawals free cirrus of cost from any VISA electronic network. salary Available card network ATM

PAP cheque books

Free per

for leaf

orange for

account holders and Rs.2 advantage Not available salary acc free Available

Issue

of

Personalized cheque books Free phone banking Free net banking Statement accounts Available Available of Free, quarterly Available Available Free quarterly, Rs.59

additional for every

42

month you required it extra. Available, at 18% for no. of Not available OD facility Shopping convenience D.D’s/P.O’s days overdrawn At 2,00,000 merchant Not available locations 2, free of charge for an Chargeable amount Rs.10, 000 not exceeding

Standard chartered again enjoys a status of a very reputable bank and has a strong brand value compared to ING Vysya bank. The reliability factor is quite high in its case; where as people still think quite a lot before they go for choosing ING Vysya bank. As far as comparison is concerned it can be seen that i. Standard Chartered Bank offers 4 transactions free of cost from VISA electronic card where as ING Vysya offers minimum 6 transactions free of cost. ii. ING Vysya bank gives the OD facility where as Standard Chartered doesn’t. iii. ING Vysya offers 2 D.D’s/P.O.’s free of cost where as Standard Chartered doesn’t.

43

V) ING VYSYA V/S ABN AMRO BANK

FEATURES Minimum balance to be maintained ATM card ATM Free

ING VYSYA zero

ABN AMRO BANK
Zero

of

cost

to

every Free for every body with UTI Rs.26 Bank per

account holder transactions First 6 withdrawals free of Free cost from any network ATM PAP cheque books Free per for leaf orange for from other banks cirrus ATMs, from others it charges transaction salary Not available account holders and Rs.2 advantage salary acc

44

Comparison of ING Vysya’s saving account with the savings account of other banks 45 .’s free of cost where as ABN Amro doesn’t. Since the bank is new and doesn’t have a good ATM network it should work on establishing its own network. One major difference between them is their ATM facility. 000 not exceeding As we can see that features of ING Vysya and ABN Amro bank are almost same but both the banks are new and have a long way to go. 6. i.20 for Personalized cheque Free phone banking Free net banking Statement accounts Available Available of Free.D’s/P. ING Vysya gives minimum 6 free cash withdrawal from cirrus network whereas ABN Amro gives free cash withdrawal only from UTI besides itself. quarterly Available. at 18% for no.Issue books of free Available Available.O. ii.D’s/P. ING Vysya offers 2 D. free of charge for an Available.10.1. quarterly issue of next cheque Available Available Free.2. book Rs.O’s days overdrawn 2. iii. but not free amount Rs. of Not available OD facility D. ING Vysya bank gives the OD facility where as ABN Amro doesn’t.

O. Free for both Rs.) Branch transaction amt greater than 50.000 Same as above.000+ for axcess and Quarterly free free(if asked for) 4 free for freedom 4 on cirrus for if average is unlimited standard account.000. per then 0.2. balance Personalized books cheque Free and Rs. OF PRODUCTS ING VYSYA Two: account orange and STANDARD CHARTERED BANK savings Two: aassan and axcess freedom plus for aassan account Average quarterly account Rs. Free.Rs 2 per 1000 for Pay order (P. unlimited free quarterly account Regular debit card Gold debit card D.Rs. holders . Rs.50 for Axcess. from chartered.000.799 Rs.50 50.D.50 1000 for for amt amt up up to Min Rs.000 balance Statement of account nil for freedom Quarterly monthly ATM usage free.5.50 is if not average quarterly maintained.10.000 on orange.un free balance orange maintained.000.i) ING VYSYA V/S STANDARD CHARTERED BANK.200 Rs. Free Not available limited from ING Vysya Rs.25% on part to there of.50 up to 10. Free.10. otherwise Rs. and Rs.50 46 . FEATURES NO. e-statement free and 10.75 for aassan and Rs.

50 1000 for for amt amt up up to Min Rs.10. Rs.000 on orange.20 ii) ING VYSYA V/S YES BANK FEATURES NO.2.149 Rs. account. account Average quarterly account Rs. then Rs. free for gold savings account.100000 for Fee for non maintenance Rs.5. unlimited free banks in India.Balance enquiry Free Rs.Rs 2 per 1000 for 1000 for gold savings 47 .D.000. OF PRODUCTS ING VYSYA Two: account orange and YES BANK savings Two: savings account.799 Gold debit card D. monthly e-statement free ATM usage (if asked for).000. freedom gold savings account.000 for savings balance nil for freedom account and Rs.5 per Rs.un for savings account.10. account Regular debit card holders limited from ING Vysya Free for first year.300 for account and Rs. Rs.50 50. balance Statement of account gold savings savings account.150 there after.Rs.600 for gold saving account.799 Rs. and Quarterly free for both. and Rs.50 then Rs.600 per quarter of quarterly average Quarterly free.5 per per 1000 for savings to account and Rs.1. Rs. 4 free for on cirrus for freedom Unlimited free on all the orange .2.

600 per quarter Fee for non maintenance of quarterly average balance Rs. Rs.5. OF PRODUCTS ING VYSYA Two: account orange and savings freedom ABN AMRO BANK Two: flex plus and flex advantage account Rs. account.300 if its greater than 7500/-. monthly estatement free. unlimited free on cirrus for orange account holders .000 Pay order (P. 5 free for savings account and 10 free for gold savings account.400 if its greater than 5000 and Average balance quarterly account account Rs. and monthly e-statement free (if asked ATM usage for). and nil for freedom Rs. 48 . 4 free for freedom account.000 on orange.) Same as above. Rs.10000 for flex plus and nil for flex advantage. Free on ABN AMRO and UTI withdrawal.amt greater than 50. Branch transaction per year Free for both the account 5 transactions holders transactions savings Personalized books Balance enquiry Free Free cheque Free free per year Free for for gold are savings account and 10 account iii) ING VYSYA V/S ABN AMRO FEATURES NO.O. Quarterly free.un limited from ING Vysya 5000.500 if its less than Statement of account Quarterly free.

600 per quarter of quarterly average balance Statement of account monthly e-statement free per 49 . and Rs.50 on own branches 0.000 Same as above.25% branches. account Average quarterly account Rs.100 per qtr for Quarterly (if asked for).50 for for first year up then to Rs.750 per qtr for A & B and Rs.O. and Rs. free C.) Branch transaction Personalized cheque books Balance enquiry than 50. Free e- Fee for non maintenance Rs. on master card iv) ING VYSYA V/S ICICI BANK FEATURES NO. Rs.2.150 per annum. amt Rs. Free for both Free Free Free Free Rs. Rs. B freedom and C.Rs 2 per 1000 for amt greater Pay order (P.50 per 1000 for amt up to 50.000 on orange.000.5. and Free physical statement qtr otherwise Rs.1000 for C.000.2000 balance nil for freedom for B. on other’s Rs.Regular debit card D. OF PRODUCTS ING VYSYA Two: account orange and ICICI BANK savings Three: category A.5 ATMs.Rs.D.10. Free Rs.5000 for A.200 per month for physical form.180 Rs.

Rs.000.statement per month. to Rs.25 with non v) ING VYSYA V/S HDFC BANK FEATURES ING VYSYA HDFC BANK 50 .50/additional cheque book Balance enquiry Free of 25 leaves.2. min Personalized books cheque Free of subject Rs. holders . Rs.50 the products.000 Free for both Rs.10000 2 payable at par cheque quarter.D.20/month orange for same for with cash non account.10 with partner banks. partner banks & Rs. books of 25 for leaves each free in a Rs.un partner banks.Rs 2 per 1000 for of Rs.50/ thousand.99 per annum for all Rs.50 1000 for for amt amt up up Rs. unlimited free withdrawal & and Rs.50 Branch transaction amt greater than 50.10. limited from ING Vysya Free for first year then Rs.150 per annum. Rs. to subject to a minimum 50.60 account Regular debit card D.000.2 per thousand per rupees or part thereof. ATM usage 4 on free cirrus for for freedom Rs.30 to and max of Rs.2.

freedom savings plus & savings max.10.000 on orange.75 to greater than 10000 and per 1000 or part thereof (Min Rs.50 per 10000. and Rs.) Branch transaction Same as above.5. holders limited from ING Vysya Free for first year then Rs. OF PRODUCTS Two: account account orange and savings Three products: regular.150 per annum.2. each of which are further taken divided into option 1 and 2.150) for amt greater than 50000 Same as above.000.un account.Rs.000.50 Rs. Quarterly statements account balance of quarterly Fee for non maintenance Rs.50 amt greater than 50.600 per quarter balance Statement of account monthly e-statement free Collected ATM usage 4 on free cirrus for for sent by post freedom First 4 withdrawals free orange network ATM . free and Monthly statements to be from branch. average Quarterly (if asked for).750 per qtr. 60 per additional on nontransaction 50. unlimited free of cost from any cirrus account Regular debit card D.) quarterly Rs.000 Pay order (P.5000 nil for freedom Rs. Free 3 free in the qtr & Rs.NO. Rs. Free for both 51 .(I have comparative product that is option 1 Average of regular savings acc. 2.Rs 2 per 1000 for up to up 50000.50 1000 for for amt amt up up to Rs. Rs.D.O.100 plus taxes Rs. for amt up for to amt Rs.

3.40000 CA. Rs.50000 for advantage Rs. Rs. The comparison of ING Vysya’s current account with similar product of other banks is given below: I) ING VYSYA V/S HDFC BANK FEATURES Number of products Average balance ING VYSYA Three: general. Free once in a month Free once in a month (physical or e-mail) Rs.10000 for general CA. plus. for for trade.900 for premium and Rs. Rs. 200 leaves free pm for trade. Rs. and regular quarterly Rs.750 pq of AQB Rs. Four: advantage and orange HDFC plus.750 for orange CA Fee for non maintenance Rs. Rs. 100 leaves free pm for premium and Rs.25000 for premium.4000 pq for OCA. premium.maintenance balance Personalized books Balance enquiry Free cheque Free of Min (cash deposit/withdrawal) Free. trade.1500 pq for ACA.5 per cheque leaf PAP cheque books. & for Rs.6000 for plus. & Rs.1.100000 Rs.2 per leaf for regular others 52 . & Rs.10000 for regular GCA.100000 for for Rs.2. Statement of account Issue of cheque book regular.1200 trade. 300 for GCA and free for leaves free pm for plus.5 per leaf on non maintenance balance Free of Min 6.

case of GCA.O.Free for regular.000and up to Rs.150 Free for first year there after from to one Free for all other Free as per schedule for Free up to 50 DDs per GCA. schedule on the greater Rs. Charges for PAP cheque Rs.per DD.000 charges Rs. free up to cumulative value of 50 lkhs pm then same is followed as in GCA.45 on withdrawal from ATMs. Rs. amount.40/. free up to 50 lkhs month. in case of ACA and for Free up to 30 DDs per OCA free up to 200 lkhs month.50.ATM usage Free usage of ING Vysya. charges @ DD Amount Up to Rs. Above Rs. Rs.000Rs. then charges as Above 30 per transactions. Free usage of HDFC bank Rs. 25/.5 per payment in stated above. Issue of other banks international Free for 1st year.100. 50.0.000 charges Rs. 100.50/1000 with a min Free in the manner as payments of Rs.D/P. premium and DD Amount Up to Rs. for 53 .100.50.000. 40/per DD. Above Free Rs. Above 50 per month then charges transactions. Above Rs.000 Rs.per DD for trade. charges @ as per schedule for rest. 50.000Free for all debit card Transfer account (intercity) D.000 and up to Rs. 25/.per DD for plus. Above Rs.25/-. 25/-. for 100.

750 pm for +silver. value+gold100.4000 pq for OCA. & value Rs.500for Rs.3000 for value + gold 500.& Rs.1500 pq for ACA.15 for all Rs. and + general. Rs.OCA free up to a cumulative value of 200 lkhs pm then same is Balance enquiry followed as in GCA.1000Rs. Rs. 54 . Average balance value + gold 500. pm Rs.750 of AQB pq for Rs.50000 for orange(quarterly) for silver 40.100000 value + gold 100 and value+gold 500(daily) GCA.25 for all II) ING VYSYA V/S ABN AMRO BANK FEATURES Number of products ING VYSYA Three: advantage and orange ABN AMRO value + gold 100.10000 for general . Rs.1200 Fee for non maintenance Rs. Rs.250-Rs. Three: value + silver 40. Rs.500000 for advantage .100000 for Rs.40000 for value Rs. Rs.

Charges for PAP cheque Rs. international Free for 1st year. Free as per schedule for Rs. unlimited debit card Transfer account to other (with in own bank.2000000 pm at 0. Rs.50 for OCA free up to 200 lkhs value then charges as + gold 100. amount. as per schedule for rest. same cheque cumulative value of 50 book free for the rest.15 for all Balance enquiry Rs.50/1000 with a min Rs.15% in case of ACA and for with min of Rs. free up to silver 40.15% schedule on the greater with min of Rs.150 Not available there after from one Free for all Free.45 on withdrawal from and Rs. Rs. payable at par month(physical or e-mail) Rs.20 at cirrus Rs. lkhs pm then same is followed as in GCA.5 per cheque leaf Only for ATM usage GCA and free others Free usage of ING Vysya.4000000 pm at 0.225 payments for 25 leaved of Rs.D/P.Statement of account Issue of cheque book Free once in a Free once in a month.5 at UTI banks network.2.20 at cirrus network. Rs.200000 pm at 0. other banks Issue of for cheque books( charges given below) Free usage at ABN AMRO and Rs.5 at UTI and Rs.5 per payment in cheque book for value+ case of GCA. per Rs. for OCA free up to a cumulative value of 200 lkhs pm then same is followed as in GCA. intercity) D. free up to 50 lkhs with min of Rs.O.50.50 for per month then charges value+silver40. 55 .0.20% GCA.

Rs. GCA.750 of AQB Statement of account Issue of cheque book pq above products.50000.3000 Rs.500000 Rs. & Rs. Rs.45 on withdrawal from chartered bank ATMs and Issue of other banks Rs. Free once in month(physical or e-mail) Rs.1000000 for the Fee for non maintenance Rs. It is Rs.1500 pq for ACA. quarterly Rs.799 to every one. business plus.4000 pq for OCA. international Free for 1st year. enhanced business plus 500. CA.100000 for and respectively for orange CA Rs. Five: business plus 25. Rs.750 to for different products.150 Instead they offer gold there after from to one Free for all other card at an annual fee of Rs.2.50000 for advantage Rs. Free at standard others Free usage of ING Vysya. Rs. enhanced business plus 100.III) ING VYSYA V/S STANDARD CHARTERED BANK FEATURES Number of products ING VYSYA Three: STANDARD CHARTERED BANK general.10000 for general CA. a Free once in a month Rs.100000. enhanced business advantage and orange Average balance plus 1000.5 per cheque leaf Free personalized cheque for ATM usage GCA and free for books to every one. Vary between Rs.25000. Free for all debit card Transfer account 56 .50 at visa ATMs for all. & Rs.

50/1000 with a min Not available payments of Rs. in case of ACA and for PO: 75 free per qtr for OCA free up to 200 lkhs business then charges as per business plus 25 and and plus.20 for all IV) ING VYSYA V/S YES BANK FEATURES Number of products ING VYSYA Three: advantage and orange YES BANK 200 and CA 500. schedule on the greater unlimited for the rest.O.25% for business GCA. and as per schedule for rest.0.D/P. free up to 50 lkhs plus 25.(intercity) D. CA 75. amount. Rs. free up to cumulative value of 50 lkhs pm then same is followed as in GCA. CA 57 . Free as per schedule for DD: 0. free for the rest. Four: CA 25. for OCA free up to a cumulative value of 200 lkhs pm then same is Balance enquiry followed as in GCA. general. 75 per qtr free per month then charges for business plus. Charges for PAP cheque Rs.5 per payment in case of GCA.15 for all Rs.

Rs.75 per OCA free up to 200 lkhs rs.D/P.1000. GCA. 5 Free Per as per schedule for rest.200000 CA. Rs.100 Max-Rs.5 per cheque leaf Rs.50 per month per Rs.5000 per month then charges for CA 25.100 Max-Rs.50 0.1. Rs.75000.2 per leaf for CA 25 for ATM usage GCA and free for and unlimited free for the rest.750 pq of AQB for the above products. Rs.O.Average balance quarterly Rs.50 per rs.1.5000 Month subsequent schedule on the greater for CA 75. & Rs. Information not available. Free as per schedule for DD:2 Free Per Month GCA. & Rs.Rs. Rs. Month in case of ACA and for subsequent then charges as Rs. others Free usage of ING Vysya.2. month(physical or e-mail) Rs.25000.2000.50 subsequent debit card Transfer account (intercity) Rs.1000 or part there of per Min.25 lakhs per month subsequent lakhs per 0.100000 for for Rs.1000 for CA 75. 5 Free Per amount.50000 for advantage Rs.1000 for CA 25. there after from to one Free for all other Rs.1500.500000 Rs.4000 pq for OCA. free up to 50 lkhs Min-Rs. Rs.1500 pq for ACA.1000 or 58 .4000 for the respectively Rs. and D. Statement of account Issue of cheque book Free once in above products a Free once in a month. and Rs. Rs.45 on withdrawal from Issue of other banks international Free for 1st year.150 Information not available. Rs. Rs. and respectively orange CA Fee for non maintenance Rs.10000 for general CA. unlimited for the rest.

Rs. MinRs. Rs.5 per payment in case of GCA.5000 for CA 200 and free for CA 500.part there of Min. Subsequent 0.Rs.1000.15 for all Information not available. PO: 2 Free Per Month Subsequent 0.75 Max.Rs.1000.100 Max-Rs. for OCA free up to a cumulative value of 200 lkhs pm then same is Balance enquiry followed as in GCA.50/1000 with a min Free unlimited payments of Rs.75 per Rs. free up to cumulative value of 50 lkhs pm then same is followed as in GCA.75 MaxRs.5000 for CA 25. Min.75 per Rs.5000 for CA 75 and free for the rest. Charges for PAP cheque Rs. 5 Free Per Month.0. SERVEQUAL ANALYSIS 59 .

TABLE # 1 SERVEQUAL DIMENSIONS AND THEIR ITEMS Tangibles ‘P’ score Extent to which you are satisfied with the services 6.1 The results of the study include analysis of the perception and the expectation gap of between the customers and the management respectively. and branch facilities 60 .6. Here. nearness to the branch. • Table # 1 the average perception scores of the service quality experienced by the customers across all the companies is shown.66 provided by your bank. cheque drop facility. • Table # 2 shows the average expectation scores as per the management about their services. doorstep facilities. like ATM. • Table # 3 shows the overall gap between the perception and the expectation.2.

Responsiveness 7.50 products and facilities.Assurance Extent to which you are well informed and aware about all 6.92 all respects Empathy Extent to which you feel that your bank understands your needs and gives solutions as per your needs.90 Extent to which you are satisfied with the staff of the bank and their act of helping you in solving your diverse problems and giving you prompt solution. Reliability You feel secure about your possessions and benefits provided by the bank through various products and schemes The bank’s services are as per the norms and reliable in 8. 61 . which are provided by bank’s literature and staff.

nearness to the branch. doorstep facilities.t.77 (Source : primary data) TABLE # 2 SERVEQUAL DIMENSIONS AND THEIR ITEMS ‘E’ score Tangibles Services provided by ING Vysya. salary transfer e. Assurance Extent to which your customers are well informed and aware about all products and facilities. 6. like ATM.Extent to which you feel bank’s services are made for you and staff also try to help you in all situations 8.c.33 facility. branch facilities.25 Responsiveness 62 . which are provided by bank’s literature and staff. cheque drop 7.

The bank’s services are as per the norms and reliable in all respects 9.25 Empathy 7.The staff of the bank helps customers in solving their diverse problems and giving them prompt solution.91 7.33 The bank understands their customers needs and gives solutions as per your needs. Bank’s services are made as per the customer needs and staff also try to help them in all situations 6.91 Reliability Customers feel secure about their possessions and benefits provided by the bank through various products and schemes. 6.16 (source: primary data) 63 .

29 -1.77 7. • Group 1 had those companies whose average salary was up to Rs.5 7.Table # 3: aggregated dimensional scores SERVE QUAL Dimensions P score E score Differenc e (P-E) Tangibles Reliability Responsiveness Assurance 6.91 8.99 0.73 To study the service quality of ING Vysya bank.25 0.9 8. they have in the bank.25 6. 64 .04 1.66 6.10.33 0. 000 and no current account.63 Empathy (Source: primary data) 8.92 7. all those companies which were surveyed were categorized in to three categories/groups on the basis of their average salary uploaded and type of current account.33 6.

8 6.104142 0. 000 or was below Rs.7 Average -0. 7.78 -0.66846 -0. Ha: The groups of companies do differ with regards to ‘tangibles factor’ offered by the bank ANOVA: Factor Single (TANGIBLES) SUMMARY Groups (P-E)GROUP1 (P-E)GROUP2 (P-E)GROUP3 Count 10 10 10 Sum -7. hypothesis were made on each parameter to find if there exists any difference between these groups using one way ANOVA.494136 0.10.2. • Group 3 had those companies whose average salary was either above Rs. 000 but had orange current account also.273778 65 .37 Variance 0. So once the data was collected related to perception and expectation scores and their gap.• Group 2 had those companies whose average salary was either above Rs. 000 or was below Rs.10.68462 -3. as far as these five parameters of service quality are concerned.2 FORMULATION OF HYPOTHESIS 1. Ho: There is no significant difference among the groups of companies with regards to ‘tangibles factor’ offered by the bank.10.20. 000 but had normal current account also.

b) Same is the case with no. though it is trying to give best of its services but still facilities can be provided in a better manner when there is a strong network of branches.747234 df 2 27 29 MS 0.ANOVA Source Variation Between Groups Within Groups Total of SS 0. So in short the main reason for indifference is the familiarity of the employees of the bank with the problems that bank is facing which has lowered its expectations.354131 Here we can see that ‘F’ value is less than the ‘F crit’ hence we accept the null hypothesis that there is no difference between the groups as far as tangibles are concerned.231401 F crit 3. of ATMs which even the bank knows so it has rated itself lower in tangibles. In NOIDA there is just one branch of ING Vysya bank which is not sufficient to serve the customers in a better manner.898734 7.449367 0.290685 F 1. The reasons for such indifference could be: a) The bank is new. 66 .545888 P-value 0. So in this case even the bank knows that it lacks and needs improvement and has fewer expectations which match the perception so there is no much difference between the groups.8485 8.

Ho: There is no significant difference among the groups of companies with regards to ‘assurance factor’ offered by the bank.10245 F 25.80769 2 8.58333 3.04444 4 0.03001 5 0.8248 6 P-value 5.39E-07 F crit 3.29149 3 2.76613 9 8.2.15833 0.23288 9 (P-E)GROUP1 (P-E)GROUP2 (P-E)GROUP3 ANOVA Source Variation of SS 5.645746 0.380769 0.05763 df 2 27 MS 2.87 Variance 0. Ha: The groups of companies do differ with regards to ‘assurance factor’ offered by the bank ANOVA: Factor SUMMARY Groups Single (ASSURANCE) Count 10 10 10 Sum -1.35413 1 Between Groups Within Groups Total 1 29 67 .7 Average -0.

25 and the groups’ perception were generally lower in case of group 1 and almost the similar and higher respectively for group 2 and 3 than the same number. is not equivalent hence most of them don’t even know how to use internet. or small companies whose average salary is not much and the level of education among the employees there.savvy and hence get the relevant information on their e-mails. Under reliability it was asked to people if they are informed about various products and schemes that are launched by the bank through any means and to this we received different answers and it proved to be a weak area for the bank in terms this difference. According to me reasons for this could be: a) Group 1 companies are generally the export houses. which is a common source of informing people b) It was noticed that most of the companies in group 1 and 2 are from locations which are quite far from the NOIDA branch of ING Vysya so they wanted some body to visit them often so that they can get these information easily so they were not satisfied with the bank in this regard on the other hand group three companies are generally the call centers whose employees are tech. The bank’s average expectations are coming to be around 6.Here it can be seen that ‘F’ value is greater than ‘F critical’ hence we reject the null hypothesis and so there exist some difference between the groups regarding assurance of the bank. 68 .

According to me for the whole span of two months during which I 69 .73 1.64615 13. Ha: The groups of companies do differ with regards to ‘responsiveness factor’ offered by the bank ANOVA: Single Factor SUMMARY Groups (P-E)GROUP1 (P-E)GROUP2 (P-E)GROUP3 (RESPONSIVENESS) Count 10 10 10 Sum 7.13120 4 F 8.23333 3 ANOVA Source Variation Between Groups of SS 2.10925 9 0.11311 6 3.3 10.3.8 Average 0. Under responsiveness the question was regarding the employees that if they listen to their problems and give them prompt solutions.064615 1.65562 df 2 27 MS 1.05101 9 0.001808 F crit 3. Ho: There is no significant difference among the groups of companies with regards to ‘responsiveness factor’ offered by the bank.05655 8 0.54250 5 5.38 Variance 0.35413 1 Within Groups Total 1 29 Here we can see that ‘F’ value is greater than the ‘F critical’ hence we reject the null hypothesis and there exists difference between the groups.052796 P-value 0.

very sincerely so there is no doubt that they don’t listen. Ha: The groups of companies do not differ with regards to ‘reliability factor’ offered by the bank ANOVA: Single Factor RELIABILITY 70 . Ho: There is no significant difference among the groups of companies with regards to ‘reliability factor’ offered by the bank. But reasons for the difference in service quality could be due to following: a) The group 1 companies which are generally small companies are scattered in NOIDA and Greater NOIDA. so there is no problem for the employees of the bank to go to visit them and vice-versa. b) For all those who came to the branch with their problems there is not a single case when the problem wasn’t solved. 4.worked for the bank I saw that each employee be it of any hierarchy use to listen to problems of those who came to bank. the customers don’t want to come to branch and want every thing to be done right from their office which is not possible every time and this becomes their reason for grief that bank doesn’t listen to them where as group 3 companies which are few in number and are big ones are in NOIDA itself and coincidently nearer to the branch too. The main problem here again lies with the network of branches and ING Vysya seriously needs more number of branches in NCR.

110454 0.183333 5.1172 F crit 3. 5.220907 1.047538 F 2.354131 Variation Between Groups Within Groups Total Here.718333 0. Ha: The groups of companies do not differ with regards to ‘empathy factor’ offered by the bank 71 .1 5. ‘F’ value is less than the ‘F critical’ value hence the null hypothesis is accepted and there is no difference between the groups regarding reliability of the bank.SUMMARY Groups (P-E)GROUP1 (P-E)GROUP2 (P-E)GROUP3 Count 10 10 10 Sum 7. Ho: There is no significant difference among the groups of companies with regards to ‘empathy factor’ offered by the bank.51 0.504433 df 2 27 29 MS 0.9 Average 0. Under reliability we asked the customers if they feel secure about their possessions and if they feel that bank’s services are as per the norms of the RBI to which almost all of them rated between 8 and 10 which shows that the bank is credible in the eyes of its customers and all the customers are treated in the same manner by the bank.090667 ANOVA Source of SS 0.026561 0.59 Variance 0.283525 1.025386 0.323483 P-value 0.

03801 F 2.08270 5 0.17589 4 P-value 0.03839 6 0. Under empathy it was asked to customers if they feel that bank understands the customer needs and provide the solutions as per the needs and if they feel that bank’s services are made as per their requirements to which most of them replied in 7.68307 7 1.35 16.2.133006 F crit 3.86 Variance 0.8307 7 18.ANOVA: Single Factor SUMMARY Groups (P-E)GROUP1 (P-E)GROUP2 (P-E)GROUP3 (EMPATHY) Count 10 10 10 Sum 17.05563 3 0.6 Average 1.02625 7 1.3 GRAPHICAL REPRESENTATION OF THE DATA 72 .19166 df 2 27 MS 0.02 ANOVA Source Variation Between Groups of SS 0.735 1.354131 Within Groups Total 6 29 For empathy also the value of ‘F’ is less than the ‘F critical’ hence the null hypothesis is accepted that there is no difference between the groups regarding empathy shown by the bank.16540 9 1.

1. doorstep facilities.0 8. nearness to the branch. RANGE OF SCORES GIVEN BY THE COMPANIES FOR TANGIBLES 20 15 10 5 0 0 2.1-8. cheque drop facility. 2. salary transfer e. branch facilities. Tangibles: Services provided by ING Vysya. Assurance 73 .0-4.1-10.1-6.c. Where X-axis represents the range of scores and Y-axis represents the frequency.t.0 4. like ATM.0 6.Following is the graphical representation of average perception scores given by the 30 companies for various parameters of SERVE QUAL model.0 Series1 4 19 7 The graph represents the frequency of companies lying in the given categories of scores as per their response to the tangibles.

0 4. which are provided by bank’s literature and staff. RANGE OF SCORES GIVEN BY THE COMPANIES FOR ASSURANCE 25 20 15 10 5 0 1 2.1-6.0 8 Series1 21 0 8.1-10. 3.1-8.0 6.0 The graph represents the frequency of companies lying in the given categories of scores as per their response to the reliability of the bank.Extent to which customers are well informed and aware about all products and facilities. Responsiveness The staff of the bank helps customers in solving their diverse problems and giving them prompt solution. 74 .0-4.

RANGE OF SCORES GIVEN BY COMPANIES FOR RESPONSIVENESS 14 12 10 8 6 4 2 0 0 5.1-10. Reliability: It represents the average range of scores for the following two questionsCustomers feel secure about their possessions and benefits provided by the bank through various products and schemes. 4. The bank’s services are as per the norms and reliable in all respects 75 .0 1 9.0 8.0 6 13 10 Series1 The graph above represents the frequency of companies lying in the given categories of scores as per their response to the responsiveness of the bank.1-7.1-9.0-6.0 7.0 6.1-8.

RANGE OF SCORES GIVEN BY COMPANIES FOR RELIABILITY 20 15 10 5 0 2 7.1-8.1-9. Bank’s services are made as per the customer needs and staff also try to help them in all situations 76 .0 8. 5.0 9.1-10. Empathy: It represents the average range of scores for the following two questions- The bank understands their customers needs and gives solutions as per your needs.0 17 11 Series1 The graph represents the frequency of companies lying in the given categories of scores as per their response to the reliability of the bank.

Besides the research. there emerged a picture of how popular different banks are.0 9.0 8.RANGE OF SCORES GIVEN BY COMPANIES FOR EMPATHY 25 20 15 Series1 10 5 0 0 7.0 6 24 The graph represents the frequency of companies lying in the given categories of scores as per their response to the empathy shown by the bank. So for that I use to first make a cold call in the companies. I was suppose to sell the salary account of the bank. Given below is a graph based on that picture of approximate market share hold by the banks.1-8.1-10. While making the sales call for pursuing companies to open the salary accounts of their employees in ING Vysya bank. 6. 77 .e.1-9. Some companies open such accounts in 2-3 banks also so I used to convince them to make ING Vysya at least their second choice. find out which bank are they with for salary account purpose and how would they like to switch to ING Vysya. part of my job was also the corporate sales i.

10 said they are with standard chartered bank and are satisfied with their services. 23 said they are with HDFC and are satisfied.Payments Ongoing technology reinvestment technology Dedicated & Customised Client Solutions Providing innovative products & Services Leverage technology to satisfy customer demands Weaknesses Low on exposure Limited ATM networks Less advanced 78 .On an average out of 100 calls made 26 said they are with ICICI and doesn’t want to change. 3 were with YES bank and have tied up recently so cant change. 5 said they are with ABN Amro and want to continue.: Strengths Global and trusted brand High investment in e. SWOT ANALYSIS SWOT Analysis of ING Vysya Bank Ltd.

Opportunities Higher capital base First mover advantages Higher capital base Fast turnaround on quotes for large volumes Threats Competition from other industry rivals Competition from other industry rivals Concern over NPA despite provisioning 79 .

when sales call was made market share ICICI HDFC ABN AMRO STANDARD CHARTERED YES BANK OTHERS 80 .Pie-Chart # 1: share of banks found.

Wide network in southern India. Sales promotion techniques Though the bank is new on the ground but still it has endeavored to make its mark in the minds of people through various sales promotion techniques like calling celebrities like Amrita Arora for inaugurating an ATM outlet and Ricky Ponting to give a speech on team work. of Netherlands. 2. The brand is considered to be a high quality 3. Marketing strategy. 81 . The bank has very well targeted the market and is focusing on high net worth clientele.6.3 SWOT ANALYSIS STRENGTHS: 1. 4. which is a well-known financial house world over. Strong brand association The bank has got the biggest asset in the form of its association with the ING Group service provider. The bank is a well-known name in southern part of India which makes its roots much stronger there than many of its competitors. It gives a lot of stress in strategy making to take an edge over other bank.

Lack of no. 3.WEAKNESS: 1. 1 in Greater NOIDA. of banks which let its customers withdraw money from there at least 6 times a month but still to make its presence feel having a strong ATM network is very much necessary. of branches. For example if we take NCR 1 branch in NOIDA. Lack of brand awareness Since the bank is new as compared to its competitors it needs to work on promoting its brand name so that it remains there on the people’s mind and they don’t confuse it with ICICI when they hear about it as it happens now. 2. 1 In Gaziabad. Though the bank has a tie up with no. Since the Faridabad branch has a potential to discover more business. Lack of network in small cities and towns The bank still needs to work on expanding its area of operation by opening more no. OPPORTUNITY 82 . of ATM outlets all over. 1 in Faridabad don’t do.

it’s a great opportunity for a Bank to provide their service to these multinationals. Indian multinational Many Indian companies are now in the race of overtaking multinationals. Competitors (existing as well as new to enter) This is one of the biggest threats that it has in front of itself. Bargaining power of buyers Bargaining power of the buyers will be high. Many of the FIs are thinking of converting into banks corporate houses are planning to launch their banks. so having a global brand association it can cash on it and provide its services to them. This will force bank to improve their service and emphasize upon the customer relationship management for their survival.1. it will help bank in building their strong position in global market. 83 . as they will be having lot of service providers to choose from. THREATS: 1. 2. Globalization Lots of multinationals are coming over. 2. The banking sector is witnessing and is expected to witness more players in future.

It offers 2 free DD/PO to its customers where as banks like standard chartered don’t c. ING Vysya has a strong brand association with an international fame group i. in the minds of people here in India. 3. Even in the comparative analysis it was found that most of the product features are almost the same. unlike its competitors.7. 5. ING Vysya cannot be blamed solely for being unpopular. for ex 84 . rather in some instances ING Vysya is better for ex a. It offers PAP cheque books to its customers where as banks others don’t. 2. CONCLUSION 1. It opens the salary accounts even at lower averages where as other banks follow strict policies in this regard. International Netherland Group. But so far the bank has not been able to establish it self so well here. Similarly in some cases some features of other banks are better. It is expected that in the time to come when these guide lines would be relaxed ING Vysya would be able to utilize more resources and would be able to establish itself more efficiently.e. b. Due to RBI guide lines which have been some what restrictive for foreign players. 4. The bank is facing the problem of being unpopular due to lack of its branches and ATMS in sufficient numbers all over INDIA.

It should also use more and more media in order to be seen more.a. 3. RECOMMENDATIONS 1. During the survey was conducted there were some complaints of its customers related to tangibles which need to be addressed like: a. CRM practices so that they can also act as unpaid ambassadors of the bank and spread good word of mouth about its services. Amrita Arora for different purposes. 4. 8. Delay in transfer of salaries 85 . YES bank gives unlimited ATM transactions with its partner banks to all of its customers where as it offers only to orange customers b. Customers also complain about its late salary transfer. ATM blockage/hanging. ICICI facilitates immediate transfer of funds which is not the case with ING c. It should indulge more and more in to customer feed back. very good attempts have been made in these lines like calling Ricky Ponting. mainly with lower class employees b. 2. The bank should first of all try to increase its network by opening more and more branches and ATM outlets because in order to be there in the minds of the people it should be seen every where like ICICI and HDFC.

8. so rather than going for Formula 1 Account it could have created a product for the cricket fans. These are some problems which are related to operations and management needs to device some technique to speed up the whole process. It needs to rethink its strategy in India i. It needs to increase its frequency of advertisements on television to get more business & create more brand awareness. e. To solve the problem of ATM blockage which apparently is due to the fact that uneducated employees are not able to use it properly. so in order to ensure the satisfaction of those customers bank needs to send some executive regularly over there who could go and visit those places regularly which would further enrich a good relationship between them. 5.e. 7. may be a product somehow related with DLF IPL 20-20.c. the bank if thinks is reasonable enough can go for organizing some work shops for such people and teach them how to use it. d. 6. besides solving the problem it can also attract media attention. 86 . needs to follow contingency approach. 9. Problems with the statement of accounts that many of them haven’t received it. Since Formula 1 as a sports is not so popular in India. It needs to disclose some of the NGOs & other charitable institutions so as to increase the business. It is seen that the bank has no branch in Greater Noida so the customers that are there are also served by the Noida branch. Delay in transfer of online funds.

87 .

9. LIMITATIONS
1. There were some problems in communicating with some of the people from the lower strata of the organization because they were not able to make any sense out of this exercise, so it took time to explain them the whole situation. 2. While collecting the information about the liability products from the banks there were some problems because the employees didn’t want to disclose their features to summer trainees but the potential customers. 3. The management of the bank was reluctant initially to share the data with me but after full assurance from my side of not misusing the data and long discussion among themselves they finally agreed to it. 4. There were financial constraints as well, otherwise the data could have been collected from more companies and from even more number of employees from each company. 5. The time constraint cannot be ignored because if it had been more the I may have been exposed to more number of problems which didn’t come in to picture by this time.

88

REFERENCES:

http://www.ingvysyabank.com/scripts/retailbankin g.aspx http://www.ingvysyabank.com/scripts/About_overv iew.aspx http://www.icfaiuniversitypress.org/ http://www.icfaiuniversitypress.org/507/pb.asp www.icicibank.com www.hdfcbank.com www.standardchartered.co.in www.abnamro.co.in www.yesbank.in http://www.iimk.ac.in/GCabstract/Ashwini %20Awasthi.pdf Professional banker, ICFAI university press, vol: April 2008

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89

APPENDIX
Questionnaire

Name: Age Bank that carries your salary account: Annual Salary: up to Rs.1,00,000 Rs.2,00,000 Rs.4,00,000 to 6,00,000

Company name: Designation:

Rs.1,00,000 to Rs.2,00,000 to 4,00,000 Rs.6,00,000 and above

1. Extent to which you are satisfied with the services provided by your bank, like ATM, cheque drop facility, nearness to the branch, doorstep facilities, and branch facilities.

Highly satisfied satisfied

satisfied

moderate

not

not at all satisfied

90

Extent to which you are well informed and aware about all products and facilities. Extent to which you are satisfied with the staff of the bank and their act of helping you in solving your diverse problems and giving you prompt solution. Highly satisfied satisfied satisfied moderate not not at all satisfied 5. Highly satisfied satisfied satisfied moderate not not at all satisfied 3. The bank’s services are as per the norms reliable in all respects Highly satisfied satisfied satisfied moderate not not at all satisfied 91 . which are provided by bank’s literature and staff. You feel secure about your possessions and benefits provided by the bank through various products and schemes. Highly satisfied satisfied satisfied moderate not not at all satisfied 4.2.

Highly satisfied satisfied satisfied moderate not not at all satisfied 7. Extent to which you feel that your bank understands your needs and gives solutions as per your needs. Extent to which you feel bank’s services are made for you and staff also try to help you in all situations Highly satisfied satisfied satisfied moderate not not at all satisfied 92 .6.

NO NAME OF COMPANY ADDRESS D-49-50. LTD MR. IST PHONE NO 73-74. HOSHERY PHASE-II GAUTAM RICHA GLOBALNAGAR. VISHAL GARA ANS APPARELS ANDSECTOR-8. 4321634-36 PHASE-II. NIRMAL KUMAR KUSHWAHA MANUFACTURING SECTOR-2.2539100/25331 MR.91-11MR. BEADS B-12. MR. 201305 F-101. NOIDA-91-1204259010/11 91-120- CONTACT PERSON 1 EXPORTS PVT. 91-1204393939 MR.BASEMENT SHARMA WINGS 4 5 PROMOTIONS SALESLAJPAT NAGAR-III. INDUSTRIAL91-120- CORPORATION PRIVATE LIMITED AREA MEERUT ROAD. COMPLEX EXTN. LTD. EXTENSION-NOIDA201305 ZETA 7 INDUSTRIALB-8. 201301 SNS 3 PVT.91-120NOIDA C-161. BUDH NOIDA-91-1202461733/37 FLOOR. 2 FASHION PVT. SL.Names of the companies who are customers of ING Vysya Bank and from which data for SERVE-QUAL was collected. RAJU RANJAN AZAD NEW DELHI-110024 41720582/83 A-85-86 SECTOR-63.. 31 SUDARSHAN NOIDA-201301 F-26. LTD. ARVIND KUMAR AGARWAL SONAL GARMENTS PROGRESSIVE 6 INFOTECH (P) LTD.2712216/27130 GHAZIABAD-201003 32/2719451 93 .

THREE NOIDA-201301 CLOTHINGA-59. SECTOR-4. MADHUBAN BUILDING.201305 B-14.2524582/25296 MR. LTD. SECTOR-2. BHAGWANI 13 PRIVTE LIMITED NOIDA-201301 806. CO. SDF. IL JIN ELECTRONICSCOMPLEX. RASTOGI MR.A-18 & 21. LTD. NEERAJ KULDEEP MR. G D PANDE GHAZIABAD B-48. NOIDA-91-1203042117 91-120SECTOR-6. 11 MFG. NOIDA COMLEX. AGARWAL ANUJ (INDIA)PHASE-II. SECTOR-31. NEHRU 41607785 MR. NOIDA 5/26 INTERNATIONAL 18 SCHOOL 2.91-1202587224/5 91-12055/2527296 NOIDA-201301 SRIVASTAVA SUNLORD APPARELSD-12. 9 (I) PVT. SECTOR-126. ZAAX 12 SECROT-3. A K AGARWAL MR. TAJ91/120/225192 SINGH 94 .2535445/25354 MR. SECTORSAWHNEY 8 BROTHERS 6.91-1204323981/83 MR. NEW DELHI-91-1114 SERVICES ONE SOLUTIONS 15 PVT. 91-120HOSIERY PHASE-II. SECTOR-58. 8TH FLOOR. NSEZ. 201305 F-29. GUPTA AARDEE MARKETINGPLACE. ALTAF AHMAD MR. 19 TOUCHG-2. LTD. LTD. PACETEL COMMUNICATIONS 10 PVT. 55. NOIDA.91-1203948521 91-12050 PVT. PRADEEP MEGI MR. / CHANDRA GURDEEP MADHU 17 FINAL DIAGNOSIS LOTUS NOIDA-201301 VALLEY EXPRESSWAY. LTD.91-1202451452 MR.2423945/46/43 34525 MR. MEHTA DEEPAK AKSHAY NOIDA-201301 CONSULTINGD-60. 16 GENESIS SYSTEMS NOIDA-201301 C-1/2.

GULATI PRAVEEN SECTOR-4. VIHAR. NEGI UDYOG GREATER MR.91-11- SERVICES PVT. SUPERHOUSE 19 LEATHERS LIMITED 201301 SECTOR-91-120RAJEEV 19/2584877 BHATNAGAR 59. 9810367705 MR. 25 TAREX NOIDA SECTOR-59. 3©WORLD TOWER. LTD. ANIL KAPUR / JOSE VARGHESE / AKANSHA BHATNAGAR CREDITBARAKHAMBA LANE. BRIJ RAJ SINGH 90 91-12039 RATHORE M & B FOOTWEARD-32.A-13. 28 KOUSTOCOM 0120-3053814 SRIVASTAVA SANJAI 95 . DHARMENDER SHARMA NOIDA-201301 INDIABSN-4 LOGIX PARK.PHASE-III.2490615/616/2 MR.2580173/25818 MR. NOIDA-2584819/25858 MR. SECTOR-57. ASCENT 20 TRADE NEW MR.91-120SECTOR-16. RENESAN SOFTWARE 23 PVT. NOIDA 91-120- ACCESSORIES 21 LTD. 9899416133 MR. LTD. 22 (P) LTD. 0120-2560830 SINGH RAVINDRA C-14. NOIDA 6417162 MR. PRADEEP GREATER NOIDA MR.B-37. 26 ROTOPQWER NOIDA SECTOR-2. NEW DELHI-110001 51528373 M & A ORIENT PVT. PAVITRA UDYOG 27 YAMA MOTORS VIHAR. NOIDA PLOT-22. C-8.1 0120-4243771 MR. LTD. ABSOTHERM SERVICES 24 PVT.

MUKESH 30 SERVICES PVT.L.A-5. INTERNATIONAL NOIDA 3©WORLD TOWER ASCENT 9968400550 TRADE NEW CREDITBARAKHAMBA LANE.SANJEEV CHOWDHARY B. MR. 29 SECTOR 64. LTD. MR. NEW DELHI-110001 9891966220 96 .

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