Corporate Identification and Competition Analysis

SIP project report submitted in partial fulfillment of the requirements for the MMM Program

By: BINISH DANIEL

Sinhgad Institute of Management and Computer Application (PUNE)

(2007-2009)

CERTIFICATE

This is to certify that Mr. Binish Daniel of Sinhgad institute of management and computer

application has successfully completed the project work titled “Corporate Identification and

Competition Analysis” in partial fulfillment of requirement for the award of MMM

This project is the record of authentic work carried out during the academic year

2007 – 2008.

BINISH DANIEL Dr. Trupti (MMM) (Project Guide)

Batch 2007-2009

[2]

CONTENTS

ACKNOWLEDGEMENTS……………………………………………………………5

(I) EXECUTIVE SUMMARY.................................................................................6(II) INTRODUCTION…………………………………..………………………… 7(III) ABOUT THE PROJECT……………………………………………...….……9(IV) METHODOLOGY……………………………………………………………11

1. INDIAN BANKING SECTOR AND OVERVIEW….……………..13

1.1 Early History……………………………………………..13 1.2 During the War.…………………………………………..15

1.3 Post Independence…………………………………...…...16 1.4 Nationalization………………………………………..….16

1.5 Liberalization…………………………………………….171.6 Current Situation……………………………………….. 17

2. HDFC BANK………………………………………………………....202.1 History……………………………………………………202.2 Mission…………………………………………………...202.3 Businesses………………………………………………..21 2.3. A Wholesale Banking Services…………………..21 2.3. B Retail Banking Services..……………………....21 2.3. C Treasury………………………………………..222.4 Distribution Network……………………………………. 23

3. CORPORATE SALARY ACCOUNT…………………………….. .243.1 HDFC Bank……………………………………………....24

3.1. A Overview………………………………….......243.1. B Products: 3.1. B.i Corporate Salary Premium Account……....24 3.1. B.ii Corporate Salary Regular

Account……….273.2 ICICI Bank……………………………………………… 283.3 Axis Bank……………………………………………….. 313.4 State Bank of India……………………………………… 343.5 IndusInd Bank…………………………………………... 353.6 IDBI Bank………………………………………………. 373.7 Union Bank of India…………………………………….. 39

4. COMPARITIVE SWOT ANALYSIS……………………………....404.1 SWOT Analysis of Competitors………………………....404.2 SWOT Analysis of HDFC Bank………………………....42

5. ANALYSIS & INTERPRETATION………………………………..44 5.1 Area wise analysis………………………………………..44

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5.1. A Mapusa……………………………………...44 5.1. B Porvorim………………………………….....45 5.1 C Panjim………………………………………46 5.1 D Verna……………………………………….47 5.1 E Goa………………………………………....48 5.2 Sector wise analysis…………………………………….50 5.2 A Tourism…………………………………….50 5.2 B Manufacturing……………………………...51 5.2 C Logistics……………………………………52 5.2 D Pharmaceutical………………………….....53 5.2 E Real Estate…………………………………54

6. RESULTS ……………………..…………………………………….556.1 Key Findings……………………………………………56

7. RECOMMENDATIONS…………………………………………....57

8. LIMITATIONS……………………………………………………...58

9. BIBLIOGRAPHY...............................................................................59 10. ANNEXURE ………………………………………………………..60

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ACKNOWLEDGEMENTSACKNOWLEDGEMENTS

“Acknowledgement is an art, one can write glib stanzas without meaning a word, and On the other hand one can make a simple expression of gratitude”

Though the language is a poor substitute for the sentiments , yet there is no way out to

recover it for expressing my profound gratitude , indebtedness and sincere regards to Institute

Of Management Technology for giving me this platform from where I could pursue this

summer internship

My sincere thanks go to Mr. Ryan Noronha, (Manager Corporate Salary) and Mr. Supresh

Lingadkar, (Team Leader Corporate Salary) for being my company guide. It was under their

constant guidance that I have been able to complete my project and make it a true learning

experience.

I also thank to Mr. Abhishek Gupta for giving me this opportunity to get training in this

esteemed organization.

I also thank Dr Apoorva Palkar and Dr.Trupti without whose constant support it would not

have been possible to finish the project.

(BINISH DANIEL)

[5]

I.I. EXECUTIVE SUMMARYEXECUTIVE SUMMARY

Currently, India has 88 scheduled commercial banks (SCBs) - 28 public sector banks

(that is with the Government of India holding a stake), 29 private banks (these do not have

government stake; they may be publicly listed and traded on stock exchanges) and 31 foreign

banks. This has increased lot of competition among the banks to retain the existing customers

and to keep adding new customers. For this every bank has to be aware of strengths and

weakness of their counterparts, so that they can provide better service than their competitors.

This project will help HDFC bank in achieving this.

This report comprises of the following sections:

Brief Introduction of the Indian Banking Sector

Brief Introduction about HDFC Bank

Methodology

Details of products of HDFC Bank and other banks

Comparative Analysis

Proposed HDFC Strategy (Recommendations)

The Key findings of this report are:

There are many companies which need to be tapped for corporate salary account.

There are many features that HDFC Bank can add to its existing products.

There is a strong competition among the banks.

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II. INTRODUCTION

The Indian banking system has undergone significant structural transformation since the

1990s. An administered regime under state ownership until the initiation of financial sector

reforms in 1992, the sector was opened to greater competition by the entry of new private

banks and more liberal entry of foreign banks in line with the recommendations of the Report

of the Committee on the Financial System (chaired by Shri M. Narasimham):

…freedom of entry into the financial system should be liberalized and the Reserve

Bank should now permit the establishment of new banks in the private sector, provided they

conform to the minimum startup capital and other requirements and the set of prudential

norms with regard to accounting, provisioning and other aspects of operations. (Government

of India, 1991, p.72)

A second Committee on Banking Sector Reforms (also chaired by Shri M. Narasimham) was

appointed in 1998 to review the record of implementation of financial system reforms and to

look ahead and chart the reforms necessary in the years ahead. In its stocktaking of the

recommendations of the first phase of reforms, the Committee observed that:

One of the more significant measures instituted since 1991 has been the permission

for new private banks to be set up, and the more liberal approach towards foreign bank

offices being opened in India. These steps have enhanced the competitive framework for

banking — the more so as the new private and foreign banks have higher productivity levels

based on newer technology and lower levels of manning. (Government of India, 1998, Para

1.21)

During this period, ownership in public sector banks was also diversified. Along with the

flexible entry norms for private and foreign banks, this changed the competitive conditions in

the banking industry. The importance of competition was also recognized by the Reserve

Bank, when it observed that:

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Competition is sought to be fostered by permitting new private sector banks, and more liberal

entry of branches of foreign banks….Competition is sought to be fostered in rural and semi-

urban areas also by encouraging Local Area Banks. Some diversification of ownership in

select public sector banks has helped the process of autonomy and thus some response to

competitive pressures. (Reddy, 2000) and more recently: the competition induced by the new

private sector banks has clearly re-energized the Indian banking sector as a whole: new

technology is now the norm, new products are being introduced continuously, and new

business practices have become common place. (Mohan, 2004)

[8]

III. ABOUT THE PROJECT:

OBJECTIVE:

Identify potential customers, which still don’t have corporate salary accounts with any

of the banks.

Identify and analyze competitors’ products which they are offering to customers in

that area.

Give suggestions to make changes in the existing product by doing comparative study

of HDFC Bank with competitors’.

In this globalized world with increasing competition and workforce banks are playing an

important role. Corporate are looking for banks which take care of the salaries of their

employees so that they can invest their time in other important areas. This has indeed

increased pressure on banks to come up with new innovative products to attract corporate. To

grow and prosper HDFC Bank has come up with new products like Corporate Salary

Premium Account and Corporate Salary Regular Account (the features has been described

below).

To improve its customer base so that other products like loans, de-mat accounts along with

the salary accounts can be offered to customers I was assigned five areas in an around North

Goa. The areas assigned to me were

Panjim

Mapusa

Parvorim

Ponda

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Verna

I had to visit the companies in this area and collect relevant data related to the number of

employees, the current bank with which they deal with along with the name of the person

concerned. I have been able to visit more than 200 companies in the areas assigned to me and

collect the data regarding the bank they deal in and the number of employees working in the

organization.

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IV. METHODOLOGY

The methodology adopted by me can be divided into two parts. The first part was the data

collecting part and the next was analyzing the data. The broad steps used by me are as

follows:-

Part I (DATA COLLECTION):

For the collection of data I first of all designed the sample (Representative of the universe).

Universe: The size of the universe was provided by the sales manager of corporate salary

account. According to him the total number of companies in north Goa was around 2200.

Sample size: The sample size of my research was 220 companies which was 10% of the

universe.

Secondary Data: First of all I collected the data which was already with my industrial

guides like name of the different places of my area, types of companies, existing customers

list etc.

Primary Data: After that I collected primary data with the help of a questionnaire

(Instrument of data collection) which I made with the help of my team leader. For collecting

the data I did the following activities:

Visit the different areas and identify the different companies out there

Visit the different companies and try to meet the concerned person and get the

telephone number of the person concerned.

Meet the person personally or speak over the telephone.

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Collect data on the basis of the questionnaire.

Organize the entire data in excel sheet according to the different areas visited.

Part II (DATA ANALYSIS)

Organize the data collected according to the banks preferred by companies.

Find out the different features these banks provide.

Compare these features with HDFC Bank.

Find out the differences and draw conclusion why companies prefer different banks.

Steps that can be taken to improve and attract more customers.

While doing so I had to keep in mind the time schedule for the project. I had planned a time

frame and was able to adhere to the time frame decided in the beginning of the project.

Time Frame Work Done

40 – 45 days

Collect data of different corporate along

with the number of employees and the

salary account of the employees is in which

bank

4 – 5 days

Visit the different banks and collect the

features offered by them in their salary

accounts.

8 – 10 days

Analysis of the corporate on the basis of

banks preferred to find out why they prefer

certain banks over others

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Here I collected data of corporate for the time assigned and then in the second part I visited

different banks to collect the different features provided by them in their salary accounts so

that I could compare it with HDFC and find out the differences. Then I tried to find out what

other features the bank can offer to attract more customers.

I did the analysis on two basis:

1. Area wise analysis.

2. Sector wise analysis.

1. INDIAN BANKING SECTOR — AN OVERVIEW

Banking in India originated in the first decade of 18th century with The General Bank of

India coming into existence in 1786. This was followed by Bank of Hindustan. Both these

banks are now defunct. The oldest bank in existence in India is the State Bank of India being

established as "The Bank of Bengal" in Calcutta in June 1806. A couple of decades later,

foreign banks like Credit Lyonnais started their Calcutta operations in the 1850s. At that

point of time, Calcutta was the most active trading port, mainly due to the trade of the British

Empire, and due to which banking activity took roots there and prospered. The first fully

Indian owned bank was the Allahabad Bank, which was established in 1865.

By the 1900s, the market expanded with the establishment of banks such as Punjab National

Bank, in 1895 in Lahore and Bank of India, in 1906, in Mumbai - both of which were

founded under private ownership. The Reserve Bank of India formally took on the

responsibility of regulating the Indian banking sector from 1935. After India's independence

in 1947, the Reserve Bank was nationalized and given broader powers.

1.1 Early history

[13]

At the end of late-18th century, there were hardly any banks in India in the modern sense of

the term. At the time of the American Civil War, a void was created as the supply of cotton to

Lancashire stopped from the Americas. Some banks were opened at that time which

functioned as entities to finance industry, including speculative trades in cotton. With large

exposure to speculative ventures, most of the banks opened in India during that period could

not survive and failed. The depositors lost money and lost interest in keeping deposits with

banks. Subsequently, banking in India remained the exclusive domain of Europeans for next

several decades until the beginning of the 20th century.

The Bank of Bengal, which later became the State Bank of India.

At the beginning of the 20th century, Indian economy was passing through a relative period

of stability. Around five decades have elapsed since the India's First war of Independence,

and the social, industrial and other infrastructure have developed. At that time there were

very small banks operated by Indians, and most of them were owned and operated by

particular communities. The banking in India was controlled and dominated by the

presidency banks, namely, the Bank of Bombay, the Bank of Bengal, and the Bank of Madras

- which later on merged to form the Imperial Bank of India, and Imperial Bank of India, upon

India's independence, was renamed the State Bank of India. There were also some exchange

banks, as also a number of Indian joint stock banks. All these banks operated in different

segments of the economy. The presidency banks were like the central banks and discharged

most of the functions of central banks. They were established under charters from the British

East India Company. The exchange banks, mostly owned by the Europeans, concentrated on

financing of foreign trade. Indian joint stock banks were generally undercapitalized and

lacked the experience and maturity to compete with the presidency banks, and the exchange

banks. There was potential for many new banks as the economy was growing. Under these

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circumstances, many Indians came forward to set up banks, and many banks were set up at

that time, a number of which have survived to the present such as Bank of India and

Corporation Bank, Indian Bank, Bank of Baroda, and Canara Bank

1.2 During the Wars

The period during the First World War (1914-1918) through the end of the Second World

War (1939-1945), and two years thereafter until the independence of India were challenging

for the Indian banking. The years of the First World War were turbulent, and it took toll of

many banks which simply collapsed despite the Indian economy gaining indirect boost due to

war-related economic activities. At least 94 banks in India failed during the years 1913 to

1918 as indicated in the following table:

YearsNumber of banks

that failed

Authorized capital

(Rs. Lakhs)

Paid-up Capital

(Rs. Lakhs)

1913 12 274 35

1914 42 710 109

1915 11 56 5

1916 13 231 4

1917 9 76 25

1918 7 209 1

[15]

1.3 Post-independence

India's independence marked the end of a regime of the Laissez-faire for the Indian banking.

The Government of India initiated measures to play an active role in the economic life of the

nation, and the Industrial Policy Resolution adopted by the government in 1948 envisaged a

mixed economy. This resulted into greater involvement of the state in different segments of

the economy including banking and finance. The major steps to regulate banking included:

In 1948, the Reserve Bank of India, India's central banking authority, was

nationalized, and it became an institution owned by the Government of India.

In 1949, the Banking Regulation Act was enacted which empowered the Reserve

Bank of India (RBI) "to regulate, control, and inspect the banks in India."

The Banking Regulation Act also provided that no new bank or branch of an existing

bank may be opened without a license from the RBI, and no two banks could have

common directors.

However, despite these provisions, control and regulations, banks in India except the State

Bank of India, continued to be owned and operated by private persons. This changed with the

nationalization of major banks in India on 19th July, 1969.

1.4 Nationalization

By the 1960s, the Indian banking industry has become an important tool to facilitate the

development of the Indian economy. At the same time, it has emerged as a large employer,

and a debate has ensued about the possibility to nationalize the banking industry. Indira

Gandhi, the-then Prime Minister of India issued an ordinance and nationalized the 14 largest

commercial banks with effect from the midnight of July 19, 1969.

A second dose of nationalization of 6 more commercial banks followed in 1980. The stated

reason for the nationalization was to give the government more control of credit delivery.

After this, until the 1990s, the nationalized banks grew at a pace of around 4%, closer to the

average growth rate of the Indian economy.

[16]

1.5 Liberalization

In the early 1990s the then Narsimha Rao government embarked on a policy of liberalisation

and gave licenses to a small number of private banks, which came to be known as New

Generation tech-savvy banks, which included banks such as Global Trust Bank (the first of

such new generation banks to be set up) which later amalgamated with Oriental Bank of

Commerce, UTI Bank (now re-named as Axis Bank), ICICI Bank and HDFC Bank. This

move, along with the rapid growth in the economy of India, kick started the banking sector in

India, which has seen rapid growth with strong contribution from all the three sectors of

banks, namely, government banks, private banks and foreign banks.

The next stage for the Indian banking has been setup with the proposed relaxation in the

norms for Foreign Direct Investment, where all Foreign Investors in banks may be given

voting rights which could exceed the present cap of 10%, at present it has gone up to 49%

with some restrictions.

The new policy shook the Banking sector in India completely. Bankers, till this time, were

used to the 4-6-4 method (Borrow at 4%; Lend at 6%; Go home at 4) of functioning. The new

wave ushered in a modern outlook and tech-savvy methods of working for traditional banks.

All this led to the retail boom in India. People not just demanded more from their banks but

also received more.

1.6 Current situation

Currently banking in India is generally fairly mature in terms of supply, product range and

reach-even though reach in rural India still remains a challenge for the private sector and

foreign banks. In terms of quality of assets and capital adequacy, Indian banks are considered

to have clean, strong and transparent balance sheets relative to other banks in comparable

economies in its region. The Reserve Bank of India is an autonomous body, with minimal

pressure from the government. The stated policy of the Bank on the Indian Rupee is to

manage volatility but without any fixed exchange rate-and this has mostly been true.

[17]

With the growth in the Indian economy expected to be strong for quite some time-especially

in its services sector-the demand for banking services, especially retail banking, mortgages

and investment services are expected to be strong. One may also expect M&A s, takeovers,

and asset sales.

In March 2006, the Reserve Bank of India allowed Warburg Pincus to increase its stake in

Kotak Mahindra Bank (a private sector bank) to 10%. This is the first time an investor has

been allowed to hold more than 5% in a private sector bank since the RBI announced norms

in 2005 that any stake exceeding 5% in the private sector banks would need to be vetted by

them.

Currently, India has 88 scheduled commercial banks (SCBs) - 28 public sector banks (that is

with the Government of India holding a stake), 29 private banks (these do not have

government stake; they may be publicly listed and traded on stock exchanges) and 31 foreign

banks. They have a combined network of over 53,000 branches and 17,000 ATMs.

According to a report by ICRA Limited, a rating agency, the public sector banks hold over 75

percent of total assets of the banking industry, with the private and foreign banks holding

18.2% and 6.5% respectively.

[18]

[19]

2. HDFC BANK

2.1 History

HDFC Bank was incorporated in August 1994 in the name of 'HDFC Bank Limited', with its

registered office in Mumbai, India. The Bank commenced operations as a Scheduled

Commercial Bank in January 1995.

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, as part of the RBI's liberalization of the Indian Banking Industry in 1994.

Headquartered in Mumbai, HDFC Bank, has a network of over 531 branches spread over 228

cities across India. All branches are linked on an online real-time basis. Customers in over

120 locations are serviced through Telephone Banking. The Bank also has a network of about

over 1054 networked ATMs across these cities. HDFC Bank's ATM network can be accessed

by all domestic and international Visa / MasterCard, Visa Electron / Maestro, Plus / Cirrus

and American Express Credit / Charge cardholders.

HDFC Bank has won many awards for its excellent service. Major among them are "Best

Bank in India" by Hong Kong-based Finance Asia magazine in 2005 and "Company of the

Year" Award for Corporate Excellence 2004-05

2.2 Mission

HDFC Bank's mission is to be a World-Class Indian Bank. The objective is to build sound

customer franchises across distinct businesses so as to be the preferred provider of banking

services for target retail and wholesale customer segments, and to achieve healthy growth in

profitability, consistent with the bank's risk appetite. The bank is committed to maintain the

highest level of ethical standards, professional integrity, corporate governance and regulatory

compliance. HDFC Bank's business philosophy is based on four core values - Operational

Excellence, Customer Focus, Product Leadership and People.

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2.3 Businesses

HDFC Bank offers a wide range of commercial and transactional banking services and

treasury products to wholesale and retail customers. The bank has three key business

segments:

2.3. A Wholesale Banking Services

The Bank's target market ranges from large, blue-chip manufacturing companies in the Indian

corporate to small & mid-sized corporate and agri-based businesses. For these customers, the

Bank provides a wide range of commercial and transactional banking services, including

working capital finance, trade services, transactional services, cash management, etc. The

bank is also a leading provider of structured solutions, which combine cash management

services with vendor and distributor finance for facilitating superior supply chain

management for its corporate customers. Based on its superior product delivery / service

levels and strong customer orientation, the Bank has made significant inroads into the

banking consortia of a number of leading Indian corporate including multinationals,

companies from the domestic business houses and prime public sector companies. It is

recognized as a leading provider of cash management and transactional banking solutions to

corporate customers, mutual funds, stock exchange members and banks.

2.3. B Retail Banking Services

The objective of the Retail Bank is to provide its target market customers a full range of

financial products and banking services, giving the customer a one-stop window for all

his/her banking requirements. The products are backed by world-class service and delivered

to the customers through the growing branch network, as well as through alternative delivery

channels like ATMs, Phone Banking, Net Banking and Mobile Banking.

The HDFC Bank Preferred program for high net worth individuals, the HDFC Bank Plus and

the Investment Advisory Services programs have been designed keeping in mind needs of

customers who seek distinct financial solutions, information and advice on various

investment avenues. The Bank also has a wide array of retail loan products including Auto

Loans, Loans against marketable securities, Personal Loans and Loans for Two-wheelers. It

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is also a leading provider of Depository Participant (DP) services for retail customers,

providing customers the facility to hold their investments in electronic form.

HDFC Bank was the first bank in India to launch an International Debit Card in association

with VISA (VISA Electron) and issues the MasterCard Maestro debit card as well. The Bank

launched its credit card business in late 2001. By September 30, 2005, the bank had a total

card base (debit and credit cards) of 5.2 million cards. The Bank is also one of the leading

players in the "merchant acquiring" business with over 50,000 Point-of-sale (POS) terminals

for debit / credit cards acceptance at merchant establishments.

2.3. C Treasury

Within this business, the bank has three main product areas - Foreign Exchange and

Derivatives, Local Currency Money Market & Debt Securities, and Equities. With the

liberalization of the financial markets in India, corporate need more sophisticated risk

management information, advice and product structures. These and fine pricing on various

treasury products are provided through the bank's Treasury team. To comply with statutory

reserve requirements, the bank is required to hold 25% of its deposits in government

securities. The Treasury business is responsible for managing the returns and market risk on

this investment portfolio.

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2.4 Distribution Network:

HDFC Bank is headquartered in Mumbai. The Bank at present has an enviable network of

over 744 branches spread over 339 cities across India. All branches are linked on an

online real-time basis. Customers in over 120 locations are also serviced through Telephone

Banking. The Bank's expansion plans take into account the need to have a presence in all

major industrial and commercial centres where its corporate customers are located as well as

the need to build a strong retail customer base for both deposits and loan products. Being a

clearing/settlement bank to various leading stock exchanges, the Bank has branches in the

centres where the NSE/BSE has a strong and active member base.

The Bank also has a network of about over 1658 networked ATMs across these cities.

Moreover, HDFC Bank's ATM network can be accessed by all domestic and international

Visa/MasterCard, Visa Electron/Maestro, Plus/Cirrus and American Express Credit/Charge

cardholders.

[23]

3. CORPORATE SALARY ACCOUNT:

3.1 HDFC Bank

3.1. An Overview

When we open a HDFC Bank Corporate Salary Account we give our employees more than

just an account. They get a host of e-Age Banking facilities such as Free Net Banking, Phone

Banking, Mobile Banking, International Debit Card (valid in 140 countries) and Bill Pay.

This also includes free demand drafts and preferential interest rates on personal loans.

3.1. B PRODUCTS

3.1. B. i Corporate Salary Premium Account (Rs. 25,000 and above)

1. Rationale

The major focus today for the salary segment is enhancing relationship and

preventing attrition in the existing base.

The number of products exceptions done for higher end corporate is increasing by

the day and the same is difficult to monitor, implement and keep track.

We need to differentiate clearly between our lower/mid category corporate and the

higher end corporate.

2. Target Segment

The following are the segments to which this product would specifically cater:

Pharmaceutical

Tourism

Hotel Industry

Real Estate

Manufacturing

Logistics

Entertainment

The rationale used for arriving at the above segment is as follows:

[24]

The workforce in these segments would most be of Managerial level and over.

All the above jobs require a certain level of high education.

There is permanency of jobs in these segments.

3. Eligibility

This product will be offered to only those corporate, which have an average salary

of Rs. 25,000.

Minimum number of employees should be at least 15

4. Features and Benefits

The special additional features that will be offered to those corporate apart from all the

facilities & special features to our regulars salary corporate (Product 105) will be as follows:

10 transactions per month on all domestic VISA/Cirrus network ATMs.

Free Personal Insurance Accident Cover up to Rs 2 lacs on the Debit Card its

mandatory to use the Debit Card at the Point of Sale to activate the Insurance

Cover.

Withdrawal limits of Rs 25,000 at ATM and Rs 50,000 at POS.

Free Debit card for all applicants for Life, free add on debit card for life.

Free Demat Account for the first year.

OD facility to eligible corporate.

Free Bill Pay and insta Alerts facility.

Free installation of E-net facility for upload of salary accounts.

Free Payable at Par cheque by default.

Free monthly account statements.

Free monthly email statements (optional).

Loans at preferential rates.

Silver and Gold Credit Cards at preferential rates.

Free Passbook facility available at home branch for account holders (individual).

Free DDs up to Rs 25,000 per instrument payable at HDFC Bank branch

locations.

Investment and advisory services.

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Free Passbook facility available at home branch for account holders (individual).

Third party cash transactions through teller counters

Home branches – Free

Non Home branches – Up to a limit of 10,000 per day – Rs 100, above Rs

10,000 – Not allowed.

5. Account Opening Procedure and Operations

Documents to be collected as valid photo id and address proof

Account opening process – Gyaanline – Products – Corporate Salary – Account

Opening Process.

3.1. B.ii Corporate Salary Regular Account

1. Rationale

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A set of benefits offered for bulk acquisition of accounts of executives working in large

and mid-size corporate. Since the companies will be screened, the accounts will be of

assured quality. There is also a high probability of procurement of the main account of the

company from where the funds are transferred.

2. Eligibility

This product will be offered to only those corporate, which have average salary of

Rs. 7,500 plus in Metro and Non Metro and Rs. 5000/ plus in Semi Urban

Locations.

Minimum number of employees should be at least 15.

3. Features and Benefits

Interest rates as applicable to the savings account

Zero balance account

Free Quarterly Account Statements

Free Monthly email statements (Optional)

Free Payable at Par Chequebook by default

Free International Debit Card

Free Phone Banking

Free Mobile Commerce

Free Net Banking

Free Insta Alerts

Bill Pay at Rs. 25/- (Plus taxes), per quarter per cust id

Free Sweep In facility

Full function Branch Services

Free Inter-city/branch banking

Safe deposit lockers

3.2 ICICI BANK

Advantage - Employees

[27]

The employees automatically become ICICI Bank Salary Account holders with special

benefits and privileges and receive instant salary credit. The benefits include International

debit card, corporate card with Individual Liability (CCIL), access to Phone Banking and

Internet Banking, Demat accounts, and a host of other services to complement their savings

account. Here are some of the features of ICICI Bank Salary Account: -  

BANKING

Welcome-Kit

ICICI Bank Salary Account customers fill up a form and getting their cheque books

and debit cards immediately.

Money Multiplier  

The Money Multiplier feature gives the liquidity of a Savings Account coupled with

high earnings of a Fixed Deposit. This is achieved by creating a Fixed Deposit linked

to your Savings Account.

Debit Card

We offer an International “N-Cash” Debit card to our Salary Account customers to

provide them access to our extensive ATM network. The card also allows them to

shop at over 11,000 merchant establishments.

• Free Internet Banking

Online Funds Transfer

We give the employees the facility to transfer funds online from any part of the world.

Mobile Banking

Phone Banking

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Free Utility Bill Payments

The employees can pay utility bills like electricity; phone bills etc. using ICICI Bank

Internet Banking.

Reimbursement Account

If the employee opts to disburse/reimburse the travel, food etc. expenses via

reimbursement accounts, a reimbursement account can be opened simultaneously

along with the Salary Account savings bank account, which would be linked together

with the debit card already held by your employee.

Free Remittance Facilities

Salary Account customers can avail of free remittance (demand drafts, cheques, pay

orders) up to Rs.25, 000 on ICICI Bank network.

Cash Delivery and Cheque Pick-up Facility

Bureau de change

The employees can meet all their foreign currency needs, buy internationally valid

travelers cheques issued by Thomas Cook, American Express, VISA and avail of a

host of other travel related services.

CARDS & LOANS

CCIL - Silver Card

[29]

Salary Account holders have the privilege of receiving the ICICI Bank Silver credit

card (Corporate Card with Independent Liability), free for the first year (available

subject to employees satisfying the eligibility criteria).

Personal Loans

Home Loans

Car Loans

Two Wheeler Loans

Loans Against Securities

INVESTMENT SERVICES

Demat Services

Relief Bonds/ Mutual Funds/ Insurance

Salary Account customers can invest in Government of India relief and savings

bonds, a basket of mutual funds, foreign exchange facilities and Insurance products

through ICICI Bank.

Gold Coin

Employees can buy 24 karats Pure Gold, which ICICI Bank brings to them. Each coin

comes straight from Switzerland. Refined to 99.99% fine gold and sealed with a

unique Certificate of Authenticity- guaranteeing you its purity.

3.3 AXIS BANK

Salary Power

[30]

Salary Savings Account from Axis Bank has been tailored not only to be a convenient way to

manage salaries (across various centers, through our centralized database), but also provide

employees with a range of value added benefits.

Salary Savings Account comes with a host of facilities that give the employees access to a

complete gamut of banking services (including overdrafts, loans and zero-

balance requirements) on a preferential basis.

Salary Power : Features

Balance Requirement

Zero balance account.

Anywhere Banking.

International Debit cum ATM Card

Personal Accident Insurance cover of up to Rs 2 lacs per cardholder. Cash

withdrawal of up to Rs 25,000 daily. Purchase protection and Zero Card Liability.

Joint Account Facility

Flexi (2-in-1) Encash Deposits

Demand Drafts

Free Demand Drafts drawn on Axis Bank Branches.

Overdraft Facility :

Up to 50% of net salary at Personal Loan rates.

Outstation Cheques

Free collection, only out-of-pocket expenses to be recovered.

[31]

Demat Account

Financial Advisory Services

Optional Gold Debit Card

Credit Cards

Online Trading

Built-In Insurance (Medical and Burglary) scheme

Unique facility of availing Insurance option in built in the account available.

Built-in SIP scheme

Unique facility of availing SIP option in built in the account available.

Priority Banking

Reduced balance criteria for availing Priority Banking that entitles you to exclusive

banking and lifestyle privileges.

Internet Banking

Available as iConnect with enhanced features like free bill payments (eg, electricity

bills) and electronic payment of premiums (LIC - Insurance Premium) at select

centers.

Telebanking

Mobile Banking

Nomination Facility

Funds Transfer

Transfer funds from Salary Power account to any bank account in India free of

[32]

charge.

Meal Card

The best substitute for the traditional Sodexho/Accor Meal coupons/vouchers.

Gift Card

Prepaid, Rupee Denominated, Non Reloadable card - Ideal for Gifting.

3.4 STATE BANK OF INDIA

Corporate Salary Account

[33]

Benefits to Employees

Employees will enjoy convenience of Anywhere Banking at the largest network of

Core Banking Branches presently numbering 9400 plus across the country.

Extensive alternative channels. 8400 plus ATMs of State Bank Group Free Internet

Banking.

Complete gamut of Banking Services including

a. Auto sweep facility

b. Core Power

c. Loans at attractive rates on preferential basis

d. Range of other value added benefits

e. Multicity cheques

f. Easy overdraft up to 2 months salary

g. Utility Bills Payment

h. Statement of Account

i. ATM cum Debit Card

[34]

3.5 INDUSIND BANK

 Corporate Salary Account

For corporate

Indus Comfort accounts offer many conveniences. Employees can avail the comfort of all the

facilities of a savings account, preferential pricing on loans, salary advance and overdraft

facility. All these come at no extra cost and at no minimum balance.

Zero balance account

Salary Advance facility

The employees can avail of loan equivalent to one month net salary and repayment in

3 EMI's. Payment at the rate of interest @PLR+3%

Salary Overdraft facility

The employees can avail of overdraft equivalent to one month net salary. Repayment

in 12 EMI's and rate of interest @PLR+4%

Preferential Pricing on other products

The employees can avail of preferential pricing on our loan schemes. IndusInd Bank

Ltd. also offers Car loans, Personal Loans, Home Loans and Credit Cards.

Joint Account facility

24 hr ATM facilities

Bank by phone service

Should the employees wish to bank on the telephone, they can ask for bank drafts,

Open fixed deposits, Transfer funds within their accounts or check their balance,

[35]

order new cheque books, etc. they just need to call our Phone Banking Officers, and

they shall be at your service.

Mailbox Service

The employees can use the mailboxes, situated at 180 convenient locations across the

city. All they have to do is drop their cheques, documents and instructions and they'll

be cleared within the day.

Mobile Banking

Demat Account

Internet Banking

Free courier pickups of cheques

Cheque Protection Facility

By authorizing us to 'sweep' funds from the fixed deposits or another account in case

the balances are inadequate, the cheques will be protected for clearing.

Cash Delivery

Free Cash Delivery for up to Rs.25000/- at your office address.

Nationwide Clearing 

Multi City Banking

Multi-City Cheques

Flexi Fixed deposits

Fixed Deposits

[36]

The fixed deposits were never more accessible, or more liquid. Placed in units of Rs

1,000 each, you can Encash a part of your deposit without affecting the interest on the

rest.

3.6 IDBI BANK

Corporate Salary Account

Benefits to Employer

We provide complete freedom from cash disbursement and account reconciliations. Apart

from disbursing the salaries, our payroll account provides with world-class service and loads

of benefits. 

Reimbursement Account

Zero balance Savings Account can be opened for all employees to root their

reimbursements like travel expenses.

Salary Cheque Pickup

We can arrange for salary cheque pickups from a specified location every month.

IDBI Gift Card

We have a fantastic gift card which can remove the hassle of making cash payments

at times of bonus payments

Tax Filing for All the Employees Once A Year

Tax Collection facility

[37]

Pension disbursement

Online salary disbursements

Benefits to Employees

Through the Corporate Payroll Account, salaries are credited to the employee's accounts

electronically anywhere in India. Apart from this direct credit facility, the employees will be

eligible for all the benefits and facilities that come along with our savings accounts. All this

come with no minimum balance requirement.

Convenience / Easy Banking

We deliver convenience banking, which includes completing all documentation work

at the doorstep and that we shall provide all deliverables immediately.

Reimbursement Account:

We can also open a separate reimbursement account, which would be a savings

account linked to the main debit card.

International Debit cum ATM card

Utility bill payments

Online tax payments

Online railway ticket booking

Phone Banking

SMS Banking

Internet Banking

Electronic Funds Transfer:

[38]

Funds can be transferred from the account to any other account in other banks in 15

locations. The funds are transferred within 3 days.

Investment Advisory Services

3.7 UNION BANK OF INDIA

Union Super Salary Account (USSA)

USSA is a unique product packaged to suit the salaried class with salient features as under:

Minimum Criteria:

Employees of any Corporate, Institution, Business Organization, Govt. Dept., etc.

with employee strength of minimum 15 and minimum net monthly salary

disbursement not less than Rs.1.50 lacs, can open a salary account.

Welcome Kit:

Comprehensive Welcome Kit, containing International Debit Card, Internet Banking

(Union e-Banking) PIN, Phone Banking (Union Dial) PIN and Multicity Cheque

Book, is provided to holder at the time of opening.

ATM Banking

[39]

Net Banking

Phone Banking

Overdraft Facility:

USSA holder can apply for an overdraft facility to the extent of 90% of the net salary

credited in the previous month, which will be considered at the discretion of the Bank.

Financial Services:

USSA Opens doors for a wide range of additional financial services, such as Retail

Loans (Home, Vehicle, Comfort), Insurance (life/non-life), Mutual Funds, Demat,

Online Trading etc., subject to usual terms.

4.4. COMPARATIVE SWOT ANALYSIS

4.1 SWOT OF CORPORATE SALARY ACCOUNTS

COMPETITORS (This holds true for all major competitors)

[40]

STRENGTHS WEAKNESSES OPPORTUNITIES THREATS

Undifferentiated productsAdvertisements

Same as mentioned later in this section for HDFC

Entry by foreign & private banks into this business

Well established & recognized for their Corporate Salary AccountsSmall global network

STRENGTHS

Well Established and Recognized

Most competing banks have been in the business of providing corporate salary

accounts since a few years now. Over this period they have build ‘mass’ recognition.

Global network

Other banks with their global network offer unmatched advantages to the companies.

The customer can open a salary account with other banks and can transact with the

bank globally at convenient locations.

WEAKNESSES

Undifferentiated Product

Most banks are offering similar features in their corporate salary account products.

Advertisements

There are very few banks that are promoting their corporate salary accounts compared

to HDFC Bank. There are very few advertisements coming out of other banks.

OPPORTUNITIES

It is the same as that of HDFC. Please refer to the next section.

THREATS

[41]

Entry of new players

Since entry barriers to this business are low for a bank, the greatest threat is foreign

banks, which can provide better services.

4.2 HDFC BANK

STRENGTHS

Strong reputation

[42]

STRENGTHS WEAKNESSES OPPORTUNITIES THREATS

Strong ReputationIndian BankPromotion of product

AdvertisementsSmall Global networkNew to market

First mover advantage

Existence of well established playersEntry of new players

Companies will not be able to ignore corporate salary account from HDFC. If they

were well communicated that HDFC is offering corporate salary account, they would

at least definitely consider it.

Indian Bank

HDFC bank is an Indian bank and Indian companies normally prefer to work with an

Indian Bank. Also, HDFC provides better service than other PSU banks in India. So,

it has advantage over other Indian and Foreign banks.

Promotion of product

HDFC has been its product on a much larger scale as compared to other banks. They

have two different products for two completely different segments base on the

average salary and number of employees of the company, while most of the other

banks are offering same product to all the segments.

WEAKNESSES

Small Global Network

Most banks have a global network and HDFC does not have a strong global presence.

OPPORTUNITIES

First mover advantage

There are lots new companies are coming into the market and there are lots of small

companies which don’t have corporate salary accounts with any of the banks. HDFC

bank can capitalize this being the first one to offer them their products.

THREATS

Existence of well established players

(Self explanatory)[43]

Entry of new players (Low Entry Barrier)

New players could copy HDFC’s product and introduce their own variations in the

market. As already mentioned, the Barriers to Entry are low.

5. ANALYSIS & INTERPRETATION

5.1 Area Wise analysis:

5.1. A Mapusa Area

Bank CompanyAXIS 2HDFC 4

SBI 3NE 9

Total 18

[44]

MAPUSA AREA

11%

22%

17%

50%

AXIS

HDFC

SBI

NE

Interpretation: As per the survey conducted by me in Mapusa area one thing was

very clear that the area consists of very small profile corporates or rather we can say

that either they were not having enough employee numbers to meet our condition or

they were paying through cash or cheque and that can be easily seen by the

percentage of NE in the above diagram. The share of HDFC in rest of the companies

is highest.

5.2. B Porvorim Area

BANK COMPANIES

AXIS 2BOI 2

CASH 2HDFC 4

NE 6 Total 16

[45]

PARVORIM AREA

13%

13%

13%

24%

37%AXIS

BOI

CASH

HDFC

NE

Interpretation: As far as Parvorim is concerned it gives a mixed view about the

corporate account scenario as 37% area is unapproachable but still 13% are with in

the reach of the banks and here HDFC has a chance of providing better service and

grab the share of other two players.

5.3. C Panjim Area:

BANK COMPANIESANDHRA BANK 1

AXIS 10BOI 7

CANARA BANK 1CASH 10

CORPORATION BANK 4HDFC 35ICICI 17IDBI 2

ORIENTAL BANK 1

[46]

Overseas Bank 1SBI 2

Sindicate bank 1STD.CHART. 1Union Bank 1

NE 29 TOTAL 123

PANJIM AREA

1% 8%

6%1%

9%

3%

27%14%

2%1%1%2%1%1%1%

22%

ANDHRA BANK

AXIS

BOI

CANARA BANK

CASH

CORPORATION BANK

HDFC

ICICI

IDBI

ORIENTAL BANK

Overseas Bank

SBI

Sindicate bank

STD.CHART.

Union Bank

NE

Interpretation: This is one of the most developed part of GOA as it is the capital

of state and every facility is available at this place. It consists of around one thousand

companies with good salary upload. All the banks working in GOA has one or two

branches here and the competition is very stiff .All banks are trying to out focus other

bank by providing better facilites.But still HDFC has a good hold in this part also.

5.4. D Verna Area:

BANK COMPANIESAXIS BANK 2BOB 1BOI 2

Canara 1CASH 4HDFC 20

icici 7IDBI 1

Indusind 1IOB 1

[47]

SBI 5NE 18

TOTAL 63

VERNA AREA

3%2%3%2%

6%

31%

11%2%

2%2%

8%

28%

AXIS BANK

BOB

BOI

Canara

CASH

HDFC

icici

IDBI

Indusind

IOB

SBI

NE

Interpretation: Verna is the industrial hub in GOA and each and every bank is

targeting that part very well but HDFC has done very well in this area as it holds

around 31% of companies in the area then the best figure is of NE but there is still 6%

companies paying in cash and some banks facilities are not up to the mark so

opportunity still lies there.

5.5. E NORTH GOA:

BANK COMPANIESANDHRA BANK 1

AXIS BANK 16BOB 1BOI 11

CANARA BANK 2CASH 16

CORPORATION BANK 4HDFC 63ICICI 24IDBI 3

Indusind 1

[48]

IOB 2ORIENTAL BANK 1

SBI 10Sindicate bank 1STD.CHART. 1Union Bank 1

NE 62 TOTAL 220

GOA

0% 7%0%

5%1%

7%

2%

29%

11%

1%0%1%0%5%

0%0%0%

28%

ANDHRA BANK

AXIS BANK

BOB

BOI

CANARA BANK

CASH

CORPORATION BANK

HDFC

ICICI

IDBI

Indusind

IOB

ORIENTAL BANK

SBI

Sindicate bank

STD.CHART.

Union Bank

NE

Interpretation: When we talk about the entire GOA then one thing is clear that

HDFC bank has done a great work in regards to the corporate salary accounts with

almost 30% and next bank to follow is icici with just 11%.But the major aspect of the

research and survey is that GOA consists of corporates and companies which are

small in size and they are NE for the purpose of banks around 28% company falls in

that category. But still the opportunity lies with the companies paying in cash that is

somewhat around 7% and companies which are not satisfied with the services of the

other banks.

[49]

5.2 Sector Wise Analysis:

5.2. A Tourism:

BANK COMPANIESAXIS BANK 3

CASH 3CORP. BANK 1

HDFC 10ICICI 2SBI 4

STD.CHART. 1NE 13

[50]

TOTAL 17

TOURISM SECTOR

8%

8%

3%

27%

5%11%

3%

35%

AXIS BANK

CASH

CORPORATION BANK

HDFC

ICICI

SBI

STD.CHART.

NE

Interpretation: Tourism is the most developed and still further developing sector in

GOA and lot of revenue is generated from this particular sector. HDFC has a nice grip

on the companies working in this sector as 27% companies have the salary account of

the bank. But still the major thing is that 35% companies are not qualified for the

accounts and also about 8% companies paying in cash. Here we can see that

opportunity lies in the companies that will function in the season time and those

paying in cash. Providing special services in this sector could do miracles for any

company as service centric industry always appreciate the one who provides better

and quick

5.2. B Manufacturing:

BANK COMPANIESAXIS 2BOB 1BOI 4

CASH 6HDFC 16ICICI 10

Indusind 1Union Bank 1

SBI 4

[51]

NE 12TOTAL 57

MANUFACTURING SECTOR

4%2%7%

11%

27%18%

2%2%

7%

20%

AXIS

BOB

BOI

CASH

HDFC

ICICI

Indusind

Union Bank

SBI

NE

Interpretation: In this field the competition is more over between HDFC and ICICI

is there and a bigger chunk is again with NE and cash payment done is also 11% of all

companies working in this field. But here the scope lies with the new emerging

companies and smaller companies growing in size and number of employees

5.2. C Logistics:

BANK COMPANIESAXIS BANK 1BOI 2CANARA BANK 1HDFC 5ICICI 3IDBI 1NE 6 TOTAL 19

[52]

LOGISTICS SECTOR

5%11%

5%

26%

16%

5%

32%AXIS BANK

BOI

CANARA BANK

HDFC

ICICI

IDBI

NE

Interpretation: Here in this sector companies are there in large number but they are either

controlled by any metro or sub metro state headquarter or they are really small in size to

fulfill the requirement of the banks. Here more or less every bank is at the same level and the

aspect of growth is also very low in this field as they are easily managing their work with the

help of lesser workers.Once again in logistics sector HDFC bank is ahead of any other bank,

But here its main competitor ICICI bank is not much behind, so particularly in logistics sector

HDFC bank has to be very careful.

5.2. D Pharmaceutical:

BANK COMPANIESAXIS BANK 2HDFC 5ICICI 1IOB 1NE 3

TOTAL 12

[53]

PHARMACEUTICAL SECTOR

17%

42%8%

8%

25%

AXIS BANK

HDFC

ICICI

IOB

NE

Interpretation: Here there is no need of the explanation as it is clearly shown that 42%

companies are with HDFC bank only and here its competitor is axis bank. As the companies

for pharma are really big in size no one pays in cash and the banks if like to increase their

business in this area then they have to look for new huge setups but still a smaller part is not

eligible. Banks receive a lot of revenue from this sector as lots and lots of pharma companies

are setup in GOA due to various reasons.

5.2. E Real Estate:

BANK COMPANIESANDHRA BANK 1

AXIS BANK 3CASH 1

CORP. BANK 2HDFC 2ICICI 2

ORIENTAL BANK 1NE 8

[54]

TOTAL 20

REAL ESTATE SECTOR

5%

15%

5%

10%

10%10%

5%

40%

ANDHRA BANK

AXIS BANK

CASH

CORPORATION BANK

HDFC

ICICI

ORIENTAL BANK

NE

Interpretation: Real Estate is a big sector in GOA as Indians as well as the foreigners/NRI’s

are interested in land/building/house purchase at beautiful and professionally sound places

but the problem is that the companies working are really small in size and does not have

much of the employees, so they don’t provide much business to the banks but if we go

according to the data collected by me it would be AXIS bank who is leading in this sector and

at the same time ICICI and CORP. bank is having same share as HDFC.

6. RESULT

When I compare the different features provided by different banks, it can be seen that there is

hardly any difference between them. Therefore, companies choose the banks on the basis of

perception that they have about them and it also depends on which bank approaches them

first. So, one has to constantly visit the areas to find new customers.

[55]

Apart of this the results on the basis of Area and sectorial analysis are as follows

According to data collected, ICICI Bank is the closest competitor of HDFC Bank

followed by Axis Bank and SBI. There is also presence of other banks like Bank of

Maharashtra, Bank of India, and Indian overseas bank, etc. So, HDFC should always

keep check on the new products these banks are coming up with.

The companies are dealing with more private banks than public sector bank. This

shows that the service is an important deciding factor for the companies.

In the areas where there are small scale industries public sector and co-operative

banks are more dominant but in the areas where there are more IT companies private

sector banks are more dominant.

:

6.1 KEY FINDINGS

One of the main criteria of companies to choose a particular bank is the perception

about that bank and reputation of that bank in the market.

[56]

Sales force of HDFC bank is found to be very active. As, most of the companies

that I visited told that a sales executive has already come to them in last 10-15

days.

Companies are not willing to change their banks very easily. They believe in long

term relations especially when it comes to banks. So, customer loyalty is quite

high in this segment.

Workers of small scale industries have taken loans with their respective local

banks and they deposit their salary cheque with that bank only, so that their

installment is automatically deducted by the bank.

Many small scale industries also don’t prefer opening corporate salary accounts as

they deal in cash and their employee strength is quite low (8-10).

Many companies have average salary level less than 7,500 which is a criterion for

opening salary accounts with HDFC Bank.

7. RECOMMENDATIONS

A new product should be introduced for the companies where average salary level is

below 5000.

[57]

Customer relationship executives of HDFC bank should constantly stay in touch with

companies, so that whenever new employees join them their accounts can be opened

immediately.

Slabs should be introduce in the existing products i.e. as the number of employees

increases the average salary level can be lowered.

Different strategies for different kind of companies and it should be according to the

comfort of the employees working.

To capture market in Goa need to compete with its major competitors like icici and

axis bank by providing lesser paper work and maintaining all records on computerized

systems.

After selection of sales force entire product knowledge and process need to be done to

open an account or to generate a code should be told before going to the field.

Do all the processes regarding account generation should be done without any hassle

to the company owner and the workers and also the production.

Keeping a regular follow up on the potential leads generated by the sales force.

Handling the sales force efficiently and with proper supervision could really help the

sales to rise.

8. LIMITATIONS

[58]

It was not possible to cover all the companies in the areas alloted because of the time

limit and large number of companies in the area.

Reluctance on part of the companies to disclose information regarding their

employees and the current banker.

There is no source to authenticate the data provided by the companies.

Distance between two companies in a particular area like verna is too much and

without much availability of proper transport it was in possible to move into many

companies.

[59]

9. ANNEXURE

Dear Sir/Madam, I am a student of Sinhgad Institute of Management & Computer Application (Pune University). I am doing a survey to understand the competition between different bank’s offerings in corporate salary account. It’s been very kind to you if you will please give some time to provide me following data. Thank You!

Sr. No.

Name Of The Company Ph.No. Location Bank Employees Sector Remarks

[60]

10. BIBLIOGRAPHY

www.hdfcbank.com

www.Wikipedia.org

www.icicibank.com

www.axisbank.com

www.indusind.com

www.unionbankofindia.com

www.statebankofindia.com

www.idbi.com

[61]

[62]