TRAINING REPORT

“Customer Awareness about Banking

at

Indusind Bank

Submitted to

DELHI INSTITUTE OF HIGHER EDUCATION DELHI In partial fulfillment of the requirements For the award of the certification of

POST GRADUATE PROGRAMME IN MANAGEMENT

(II Semester)

Submitted To: Submitted By:

AMBIKA BHATIA SWAHELAKHTAR

( Faculty )

SESSION 2012-2014

DECLARATION

I hereby declare that the training report conducted at

INDUSIND BANK,KOTA

Under the guidance of (AMBIKA BHATIA) Submitted in partial fulfillment of the requirements for the

POST GRADUATE PROGRAMME IN MANAGEMENT

(II Semester) TO DELHI INSTITUTE OF HIGHER EDUCATION, DELHI

Is my original work and the same has not been submitted for the award of any other Degree/diploma/fellowship or other similar titles or prizes.

Place: SWAHEL AKHTAR

Date

ACKNOWLEDGEMENT

I take a great pleasure in acknowledging the management of Delhi Institute Of

Higher Education,Delhi. Ms Sheelu Sharma, Mr. Sheshadev Nayak,Ambika

Bhatia( Faculty guide) Prateek saxena (Manager in charge) , other staff members,

colleagues and friends for their encouragement, support, guidance and assistance

for their encouragement , support, guidance, assistance for undergoing successful

management training and preparing the Training Report.

I sincerely thank the employee of indusland Bank for the cooperation they have

extended & valuable information they have provided for the completion of this

project.

I have no words to express adequately my deep sense of gratitude to each and

everyone who have directly or indirectly cooperated and helped me to complete

this project successfully.

signature of the student

TABLE OF CONTENTS page no

CHAPTER 1:INTRODUCTION 1-91.1 General introduction about the sector 1.2 Banks in India1.3 Industry Profile 1.4Growth and status of the industry 1.5Banking services

CHAPTER 2: PROFILE OF THE ORGANIZATION 10-201.1 Ccompany profile

2.2Company background and growth

3.3 Services Provided by indusland bank

3.4 competitors and diffrence

CHAPTER:3 DISCUSSIONS ON TRAINING 21-23

3.1 Scope of study

3.2 Utility of study

3.3 Limitation of the study

CHAPTER:4 STUDY OF THE SELECTED RESEARCH PROBLEM 24-27

4.1 Statement of the research objective 4.2 Research design and methodology

CHAPTER:5 ANALYSIS 28-49

5.1 Analysis of data 5.2 Summary of findings

CHAPTER:6 SUMMARY AND CONCLUSIONS 49-50

6.1Conclusions and recommendations

BIBILOGRAPHY

CHAPTER 1:INTRODUCTION

Introduction

The banking section will navigate through all the aspects of the Banking System in India. It will

discuss upon the matters with the birth of the banking concept in the country to new players

adding their names in the industry in coming few years.

The banker of all banks, Reserve Bank of India (RBI), the Indian Banks Association (IBA) and

top 20 banks like IDBI, HSBC, ICICI, ABN AMRO, etc. has been well defined under three

separate heads with one page dedicated to each bank.

However, in the introduction part of the entire banking cosmos, the past has been well explained

under three different heads namely:

History of Banking in India

Nationalization of Banks in India

Scheduled Commercial Banks in India

The first deals with the history part since the dawn of banking system in India. Government took

major step in the 1969 to put the banking sector into systems and it nationalized 14 private banks

in the mentioned year. This has been elaborated in Nationalization Banks in India. The last but

not the least explains about the scheduled and unscheduled banks in India. Section 42 (6) (a) of

RBI Act 1934 lays down the condition of scheduled commercial banks. The descriptions along

with a list of scheduled commercial banks are given on this page.

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Banks in India

In India the banks are being segregated in different groups. Each group has

their own benefits and limitations in operating in India. Each has their own

dedicated target market. Few of them only work in rural sector while others in both

rural as well as urban. Many even are only catering in cities. Some are of Indian

origin and some are foreign players.

All these details and many more is discussed over here. The banks and its

relation with the customers, their mode of operation, the names of banks under

different groups and other such useful information’s are talked about.

One more section has been taken note of is the upcoming foreign banks in

India. The RBI has shown certain interest to involve more of foreign banks than

the existing one recently. This step has paved a way for few more foreign banks to

start business in India.

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Major Bank in India

ABN-AMRO Bank

Abu Dhabi Commercial Bank

American Express Bank

Andhra Bank

Allahabad Bank

Axis Bank (Earlier UTI Bank)

Bank of Baroda

Bank of India

Bank of Maharastra

Bank of Punjab

Bank of Rajasthan

Bank of Ceylon

BNP Paribas Bank

Canara Bank

Catholic Syrian Bank

Central Bank of India

Centurion Bank

Citi Bank

City Union Bank

Corporation Bank

Dena Bank

Deutsche Bank

Dhanalakshmi Bank

Federal Bank

HDFC Bank

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HSBC

ICICI Bank

IDBI Bank Indian Bank

Indian Overseas Bank

IndusInd Bank

ING Vysya Bank

Jammu & Kashmir Bank

JPMorgan Chase Bank

Karnataka Bank

Karur Vysya Bank

Laxmi Vilas Bank

Oriental Bank of Commerce

Punjab National Bank

Punjab & Sind Bank

Scotia Bank

South Indian Bank

Standard Chartered Bank

State Bank of India (SBI)

State Bank of Bikaner & Jaipur

State Bank of Hyderabad

State Bank of Indore

State Bank of Mysore

State Bank of Saurastra

State Bank of Travancore

4

Industry Profile

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. 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.

POST-INDEPENDENCE

The partition of India in 1947 had adversely impacted the economies of Punjab and West Bengal,

and banking activities had remained paralyzed for months. 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. 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.

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

bank may be opened without a licence 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.

5

NATIONALISATION

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. The Prime Minister

of India expressed the intention of the GOI in the annual conference of the All India Congress

Meeting in a paper entitled "Stray thoughts on Bank Nationalization."

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.

LIBERALISATION

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

CURRENT SITUATION

The industry is currently in a transition phase. On the one hand, the Public Sector Banks, which

are the mainstay of the Indian Banking system, are in the process of shedding their flab in terms

of excessive manpower, excessive Non Performing Assets (NPAS) and excessive governmental

equity, while on the other hand the private sector banks are consolidating themselves through

mergers and acquisitions

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 Mergers and Acquisitions,

takeovers, and asset sales.

6

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.

Banking industry, currently, has completely moulded the system with some great technological

developments and few revolutionary thoughts.

Banking systems have developed their great scrutinies and fabulous standards during their

journey for upliftment

The scenario which they have brought up in the market through their unpretentious, hardworking

and high quality work has made a cluster breaking entry in the era of competition.

4Growth and status of the industry

Upcoming Foreign Banks in India

B few more names is going to be added in the list of foreign banks in India.

This is as an aftermath of the sudden interest shown by Reserve Bank of India

paving roadmap for foreign banks in India greater freedom in India. Among them

is the world's best private bank by Euro Money magazine, Switzerland's UBS.

7

The following are the list of foreign banks going to set up business in India

Switzerland's UBS

US-based GE Capital

Royal Bank of Scotland

Credit Suisse Group

Industrial and Commercial Bank of China

Banking services in India

With years, banks are also adding services to their customers. The Indian banking

industry is passing through a phase of customers market. The customers have more choices in

choosing their banks. A competition has been established within the banks operating in India.

With stiff competition and advancement of technology, the services provided by banks

have become more easy and convenient. The past days are witness to an hour wait before

withdrawing cash from accounts or a cheque from north of the country being cleared in one

month in the south.

This section of banking deals with the latest discovery in the banking instruments along

with the polished version of their old systems.

Banking services

Bank Account 

Plastic Money 

Loans 

Money Transfer 

Visa Money Transfer

8

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CHAPTER 2: PROFILE OF THE ORGANIZATION

IndusInd Bank Profile

Genesis IndusInd Bank

IndusInd Bank derives its name and inspiration from the Indus Valley civilization - a culture

described by National Geographic as 'one of the greatest of the ancient world' combining a spirit

of innovation with sound business and trade practices.

Mr. Srichand P. Hinduja, a leading Non-Resident Indian businessman and head of the Hindu

Group, conceived the vision of IndusInd Bank - the first of the new-generation private banks in

India - and through collective contributions from the NRI community towards India's economic

and social development, brought our Bank into being.

The Bank, formally inaugurated in April 1994 by Dr. Man Mohan Singh, Honorable Prime

Minister of India who was then the country’s Finance Minister, started with a capital base of

Rs.1, 000 million (USD 32 million at the prevailing exchange rate), of which Rs.600 million was

raised through private placement from Indian Residents while the balance Rs.400 million (USD

13 million) was contributed by Non-Resident Indians.

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A New Era :

The merger with the Bank in June 2004 of Ashok Leyland Finance Ltd., among the largest

leasing finance and hire purchase companies in India, set in motion a process of consolidation

through the combined customer base of the merged entity and its increased geographical

penetration. IndusInd Bank has become one of the fastest-growing banks in the Indian banking

sector .

The Bank has approximately 441 branchesand 796 ATMs of its own. pread across 303

geographic locations of the country as on September 30, 2012 with 2 representative offices, one

each in London and Dubai.

IndusInd Bank’s broad lines of business include Corporate Banking, Retail Banking, Treasury

and Foreign Exchange, Investment Banking, Capital Markets, Non-Resident Indian (NRI) / High

Net worth Individual (HNI) Banking, and (through a subsidiary) Information Technology.

IndusInd Bank provides multi-channel facilities including ATMs, Net Banking, Mobile Banking,

Phone Banking, Multi-city Banking and International Debit Cards.  It was one of the first banks

to become a part of RBI’s Real Time Gross Settlement (RTGS) system. 

It has implemented an enterprise-wide risk management system encompassing global best

practices in the area of Risk Management, with help from KPMG. This has enabled the Bank to

remain in the forefront in complying with the requirements of Basel II.  It is the first bank in

India to receive ISO 9001:2000 certifications for its Corporate Office and its entire network of

branches.

With its roots in Indian tradition and emphasis on customer care, IndusInd Bank’s service

philosophy is well reflected in the communication tagline

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“We Care… Dil Se”.

BRAND:

LOGOS & IMAGES

Trust, Clarity of vision, Calmness, Communication, Truth, Stability,

Harmony, Modernity

  Creativity, Imagination, Expression, Energy, Expansiveness,

Innovation, Warmth, Friendly, Approachability

Strength, Power, Passion, Authority, Reliability, Dependability

Mission:-

To position IndusInd bank limited as a top 3 performer in the new private bank space in 3 yrs. measured by the three parameters of

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1. Profitability

2. Productivity

3. Efficiency

To acquire global capabilities

To provide world class services

To maintain the highest standards of professionalism and integrity

Company background and growth

Major Strategic Aspects

13

Major Functional Aspect

Major Strategic Aspects

INDUSIND BANK is pursuing a Brand strategy to build one of the finest financial brands in

India. INDUSIND BANK believes that differentiation begins with its service and trust mark

embedded in ‘INDUSIND’, which represents the Bank’s fundamental goal of being a highly

service-oriented Financial Institution. The endeavour at INDUSIND BANK is to provide an

unprecedented Delightful Banking Experience to all its customers.

The name INDUSIND signifies :

The essence of the brand completely by conveying all the values and characteristics -

Attractive, Smart, Simple, Serious, Reliable, Trustworthy, Optimistic, Positive, Efficient,

Universal

Clutter breaking in the banking environment, and affirmative with target clients across

business and market segments .

Major Functional Aspect

INDUSIND BANK pursues a strong Employee Value Proposition of ‘Creating & Sharing

Value’, with a vision to build an organization, driven by Professional Entrepreneurship, where

all INDUSIND bankers truly partner to direct, manage and accelerate the development of

INDUSIND BANK as the Young and Dynamic Bank of Emerging India”.

INDUSIND BANK recognizes that the only real source of sustainable competitive advantage

for an organization is the power of its High Quality Human Capital. Therefore, we foster a

leadership mindset that embraces meritocracy as a vital force to reward performance and

exceptional competency.

Building a high performance culture is another key prerogative of the HR function. We

envisage a credible and transparent performance management process that helps in aligning

individual goals with corporate objectives, both quantitative and qualitative, and encourages

cross sell and team spirit. Our performance management process will be supported by a robust

14

rewards and recognition strategy for each business and a market based compensation structure

that is flexible, responsive and helps retention through asset building and wealth creation for top

performers. Our Promoters believe that a broad employee ownership of the shares of the

company has a positive impact on performance. Therefore, our stock option scheme covers a

large cross-section of our employees.

The HR function at INDUSIND BANK is working closely with leading international

consultants, including Hewitt and Korn Ferry, to operationalize this strategy and ensure that

the organizational architecture of the Bank is operational and adequately supports its business

plans.

Objectives of INDUSIND bank

To build a strong employer brand.

To attain a preferred employer status in the Banking and Financial Services industry.

To ensure that the Bank is able to attract, engage and retain high quality human capital

for its long-term success.

Services Provided by indusiand bank

Indusind bank provides all the above mentioned services which are very vast in themselves. So we have just covered some services and have not

15

SERVICES PROVIDED BY

BANK

PERSONAL BANKING

WEALTH MANAGEMENT SERVICES

CORPORATE

BANKING

INTERNATIONAL

BANKING

INVESTMENT

BANKING

FOREX BANKING

CAPITAL/COMMODITIES MARKET

NRI SAERVICES

RTGS/NEFT

gone in the depth of all of them. the gist of some services has been clearly presented in the report.

My generous attempt is to demonstrate the actual meaning of the services covered by me.

Personal banking:- . Personal banking of indusind provides wide range of services. These are-

a. Accountb. depositsc. loand. cardse. Indus protectAccounts include regular saving accounts, Indus easy savings account; demat account, current account, Indus young saver account etc.

Wealth management services:-

Wealth management is an investment advisory discipline that incorporates financial planning, investment portfolio management and a number of aggregated financial services. High net worth individuals, small business owners and families who desire the assistance of a credentialed financial advisory specialist call upon wealth managers. The team of customer relationship managers (CRMs) assist in the financial planning including:

Analyzing customer risk profile, Understanding their present and future financial needs, Matching their requirements with the available investment options Explaining the risk inherent in such investments Achieving the returns to fulfill with their financial objectives and goals

Corporate banking:-

IndusInd Bank provides a wide array of commercial, transactional and electronic banking products to corporate clients in India, both large, and small and medium scale enterprises. Banks have innovative products designed with focused approach to suit requirement of various segments.

Bank offer corporate banking services including working capital finance, term loans, trade and transactional services, foreign exchange and cash management services. The facilities are structured to meet specific needs of the client taking into account a client's risk profile. With

16

their strong customer oriented approach, they have built relationships with a number of Indian companies including multinationals, well known domestic business houses and public sector companies.

Investment banking:-

Investment banking is the traditional aspect of the investment banks which also involves helping customers raise funds in the capital markets and advise on mergers and acquisitions. Investment banking may involve subscribing investors to a security issuance, coordinating with bidders, or negotiating with a merger target.

IndusInd Bank offers personalized investment options to help achieve customers financial objectives. Solutions are tailor-made to suit each individual's requirements. Bank offers a host of financial instruments that includes Fixed Deposits, Mutual Funds, Bonds and Insurance products.

Online banking:-

Online banking (or Internet banking) allows customers to conduct financial transactions on a secure website operated by their retail or virtual bank, credit union or building society.Some online banking platforms support account aggregation to allow the customers to monitor all of their accounts in one place whether they are with their main bank or with other institutions.

Nri banking:-

At IndusInd, the best banking experiences are those that give customer more than just what's expected and their NRI services have been designed keeping this belie

competitors and difference

Service charges:-

Some service charges are closely similar although there are some distinctions in service charges of various banks. Say for e.g. the DD and the Pay Order Creation depends on the HNI and the Profile of the customers

17

Saving Account Opening:-

In IndusInd bank, one has to deposit Rs.10000/-in order to open his/her saving a/c, while in other bank such as ICICI and HDFC the deposition needs of Rs.1 5000/-

House Loan Conditions:-

HDFC bank is well known for its easy conditions rendered while providing the home loan but as is the case of IndusInd bank, home loan facilities are a little typical and distinct from HDFC

bank.

Non Uniformity:-

All privates banks have the tendency to pay more attention to few important customers say

HNI’s and they pay little heed to the others. Thus, there is non-uniformity in treating the people.

New Technologies:-

This will help the banks in serving all customers in a better way by attracting maximum numbers of customers.

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CHAPTER:3 DISCUSSIONS ON TRAINING

Scope of study

My survey was mainly conducted in the area called shopping center. This area has IndusInd bank’s branch and around this area are situated many other banks like AXIS bank, corporation bank, OBC bank, PNB (panjab national bank), state bank Bikaner and Jaipur, Allahabad bank. The one’s highlighted with yellow are the area of my sample collection. All most all of my 150 sample have been stocked up from the shopping center area. The one’s highlighted with read are the other banks which are mentioned above, which are in the vicinity of Indusind.

Utility of study

Studies done in various upcoming fields have always come up with positive results.

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My project cannot accelerate the rate of improvement by any major speed but my generous effort can try to stop it from retarding in any case

The service sector tries to progress not only by simple stairs but by leaps and bounds.

It could create to some extent its technological self sufficiency and could develop and intuitive rapport with customers.

It could assert its sovereignty and strengthen its hold over some weak area like connections, endorsements and collaborations.

It might in future reference create its technological supremacy over some weak area of bank.

It could serve as an asset for the public who have real financial constraints.

Customers could really enjoy the successes and setbacks of service sector for years and years ahead.

Limitation of the study

Limited survey content:-

There was a limited data i. e. 150 samples only were to be surveyed. This much number of samples were not well sufficient for grasping a good hold on my topics how’s and

don’ts.

Lack of public awareness:- The people were unaware of the subject and so could not express their views in an elaborated manner.

Time acuteness:-

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This was a major factor of limited study. Due to time bound study we got biased and

somewhat incomplete information about services from our surroundings. With no proper

conclusive background the project summary was a bit harder to be finalized.

Low accessibility:-

Due to this reason we could get a limited source of information due to lack of access to

confidential data.

Prior assumption:-Some prior assumptions captivated our mind in a somewhat different direction. It was assumed that the respondents had appropriate knowledge of the options given in

questionnaire.

Lack of cooperation:-The colleagues and the office staff of other respective private banks were not so cooperative. They showed a strict constraint in providing a helping hand through their

views. The vastness of “services”:-

The service provided by the banks is a topic which is very vast in itself and to examine it

till the core, one need proper time period.

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CHAPTER:4 STUDY OF THE SELECTED RESEARCH PROBLEM

Statement of the research objective

Primary objective:

1. Kind of service delivery by the banks

2. Effect of services provided by the bank on their customers

3. To enhance the current market position of the bank

4. To give valuable solution to bank to improve their service level, market share, customer retention, to develop tailor made product for the customers

5. To know the customer preference on the basis of services provided

Secondary objective

1. To create a secured connectivity level amongst customers for spreading the motives of the bank

2. To develop an intuitive rapport with customers; a great indication of network expansion

3. To mend a comfortable link with customers for the progress of the bank.

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Research design and methodology

This section deals with the methodology employed to carry out the project. A well structured

process is important for the successful execution of a good field work. It is important to develop

good background information before actually interviewing the respondents.

The sampling design process

of elements or objects that possess the information sought by the researcher and about which

inferences are to be made. In this case the target population consists of small investors with an

annual income ranging from 1 Lacs to 7 Lacs and more

Elements – customers of different banks and household and shopkeepers.

Sampling Units – Banks, Shops, govt. offices

Research location – Kota city

Sampling frame:

The names of the investors to be surveyed were taken from the directory and the database from

the company and by other convenient sources.

Type of research: exploratory research.

Research Instrument :

Questionnaire

Personal meet, accompanying Relationship Manager.

Presentation tool : pie chart and bar graphs.

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Sampling technique:

Non-Probability sampling, in which sampling units are selected on the personal judgment and

not by chance. Here, good estimates of the population characteristics may be yielded.

In non-probability sampling, Convenient Sampling is applied which is an attempts to obtain a

sample of convenient elements. Often, respondents are selected because they happen to be in the

right place at the right time.

Sample size:

Sample Size = 150

Source -; 1. Database provided by bank

2. Personal references

3. People visited at public place

DATA COLLECTION

Primary Data Collection

Primary data refers to the data collected by the researcher to address the research problem. The

pilot survey was conducted on 5 investors who belong to bank. They are the bank employees

who have invested. This helps me to test the feasibility of the questionnaires. After reviewing the

responses, there was the process of modifying the questionnaire and then the main survey was

conducted.The data was collected on the basis of the following method:

1. Making the initial contact with the respondents.

2. Asking the questions with the help of a questionnaire.

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3. Probing, which is intended to motivate the respondents to enlarge on, clarify, or explain

their answers.

4. Finally, recording the answers.

Secondary Data Collection

This was important for building the background information before actually interviewing the

respondents of the sample chosen. It was important to understand the benefits and basics of

various investments options. Internet & search engines were one of the importance medium for

gaining the information required. Also journals, magazines and brochures of bank were used to

collect the facts and figures required. The secondary research took about two weeks of time.

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CHAPTER:5 ANALYSIS

Analysis of data

The data collected from the survey was tabulated for each of the parameters under study. Graphs have been used to represent pictorially the results. Conclusions and recommendations were made based on the findings.

Banks opted by the customers on the basis of needs and requirements ?

INDUSIND ICICI HDFC AXIS OTHERS25% 21% 36% 14% 4%

21%

36%

25%

14%

4%

ICICI HDFC INDUSIND AXIS OTHERS

Comments: - the survey suggests that HDFC and IndusInd share half of the preference of the

customers in Kota.

Interpretation:-Still Indusind needs to get itself accelerated for changing the % to something

higher in its favour.

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HOW DID U COME TO KNOW ABOUT YOUR BANK ?

NEWSPAPER HOARDING T.V FRIENDS/RELATIVES

OTHERS

17% 8% 13% 53% 9%

17%

8%13%

53%

9%

Chart Title

Newspaper

Hoarding

T.V

Friends/Relatives

Others

Comments: - the survey suggests that family and friends play a crutial role in selection of a bank. Second spot is shared by advertising media including newspapers, hoardings and

television.

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ENVIRONMENT OF THE BANK MATTERS ?

YES NO CAN’T SAY 64% 14% 22%

Yes; 64%

No; 14%

Can't Say; 22%

Comments:- the survey of 150 sample size clearly indicates that environment in the bank has a crucial saying for opting a bank as 60% say that yes, its important. Only 14% said that it is not

important.

Interpretation:-the customers give real importance to the environment of the bank .so this

subject should also be paid some attention.

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DOES YOUR BANK PROVIDES YOU “MAY I HELP U “DESK ?

YES NO DON’T KNOW

75% 19% 6%

Yes; 75%

No; 19%Don't know; 6%

As Per Survey

Comments: - three fourth of the survey population states that their bank provides them this facility and 6%of the sample size were unaware of this fact while rest said no.

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TYPES OF PRODUCTS PROVIDED BY THE BANK ?

Yes No

72% 28%

0.720000000000001

0.28

Chart Title

Yes NO

Conclusion: - Among 150 respondents 72% said yes that their bank provides them all products which are there in the market or similar ones. 28% said no for the question.

Interpretation:- The products provided by the banks are almost similar. The main difference lies in the service delivery. so the very question was put up in the survey.

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Updates about product and services regularly ?

Yes No Partially

49% 19% 32%

Yes49%

Partially32%

No19%

As Per Survey

Conclusion: - From the 150 respondents around half of them said that yes they were regularly

informed while 32% said that that they are informed about some products; not all.

DOES THE BANK BECOMES AGGRESSIVE WHILE SELLING THIRD PARTY PRODUCTS LIKE INSURANCE AND MUTUAL FUNDS?

Yes Partially No33% 31% 36%

Yes; 33%

Partially; 31%

No; 36%

As Per Survey

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Conclusion:-Around 60% of sample size feels that at times banks are aggressive for third party.

Interpretation:-still people are forced for purchasing third party product. The cause behind it

sometimes lies in the relationships and the connections of people.

BEHAVIOUR OF THE PEOPLE IN THE BANK

Highly satisfactory Satisfactory Good Bad19% 41% 29% 11%

Highly Satis-factory

19%

Satisfactory41%

Good29%

Bad11%

Conclusion:-More than 60% 0f the respondents felt that behavior at banks is satisfactory while only 11% felt it was bad.

Interpretation:-the satisfactory level ratio of people should be increased for the benefits of the bank. The bank should pay them utmost attention.

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NETWORK EXPANSION EFFECTS SELECTION CRITERIA OF BANK ?

Yes No May be

62% 15% 23%

Conclusion:-the survey depicts that around 60% of the population feels that yes big networks

affects selection criteria.

Interpretation:-more number of branches affects the contentment level in people.

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Yes62%

No15%

May Be

23%

HOW FREQUENTLY DO U VISIT THE BRANCH IN THE MONTH ?

<4 TIMES 4 TO 6 TIMES 7 TO 10 TIMES >10TIMES

39% 25% 11% 26%

< 4 Times; 39%

4 to 6 Times; 25%

7 to 10 Times; 11%

> 10 times; 26%

Conclusion: - Majority of the people visit banks on average of 6 times in a month.

Interpretation:-People prefer visiting the branches often for their transactions.

REQUIREMENT OF HOME SERVICES ?

Yes No0%

10%

20%

30%

40%

50%

60%

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Conclusion:- Around 50% of the respondents agreed for home services.

Interpretation:-half of the surveyed population thought the concept of home services useful

while the other half didn’t feel the concept as an apt one.

SATISFACTTION LEVEL WITH THE BANK ?

Very satisfied Somewhat satisfied Somewhat dissatisfied Dissatisfied

43% 31% 12% 13%

Very Satisfied; 43%Somewhat Satisfied; 31%

Somewhat Dissatisfied;

12%Dissatisfied; 13%

Comments:-Around 75% of the respondents were satisfied with the services provided by their bank while only 13% were dissatisfied with it

37

ADVISING FRIENDS AND RELATIVES FOR STARTING BANKING TRANSACTIONS WITH YOUR PRESENT BANK ?

Comments: - Around 55% of the sample said that they advice their known ones for the banks services

ANYOTHER BANK RECOMMENDED BY YOU OTHER THEN YOUR PRESENT BANK?

ICICI HDFC INDUSIND AXIS OTHERS

17% 27% 20% 16% 20%

ICICI17%

HDFC27%

INDUSIND20%

AXIS16%

OTHERS20%

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Comments: - Here the sample was evenly distributed among all the banks where HDFC share

was 27% followed by IndusInd bank and other banks.

FOR PERSONAL BANKING SERVIVES:-

INDUSIND ICICI HDFC AXIS

24% 28% 29% 19%

Indus Ind; 24

ICICI; 28

HDFC; 29

Axis; 19

Comment:-As the graph suggests that in personal banking services HDFC and ICICI share equal amount of distribution among the sample size of 150

39

COMPARISION IN WEALTH MANAGEMENT SERVICES?

INDUSIND ICICI HDFC AXIS

20% 30% 28% 22%

Indus Ind; 20

ICICI; 30

HDFC; 28

Axis; 22

Comment: - survey indicates that HDFC bank is most preferred in wealth management services closely followed by ICICI bank. Here IndusInd bank lacks from the rest of the banks

COMPARISION ON CORPORATE BANKING?

INDUSIND ICICI HDFC AXIS

17% 30% 24% 19%

IndusInd; 19

ICICI; 32

HDFC; 28

Axis; 21IndusInd

ICICI

HDFC

Axis

40

Comment: - in the sample surveyed majority of the share is taken by ICICI and HDFC bank which share around 60% of the total corporate banking graph. Indusind bank contributes 19% of

the share while axis bank shares the rest of it.

COMPARISION ON INVESTMENT BANKING ?

INDUSIND ICICI HDFC AXIS

24% 30% 24% 22%

Indus Ind; 24

ICICI; 30

HDFC; 24

Axis; 22

Comments: - The survey shows that ICICI bank is most preferred in investment banking sector and all the other three follow it closely with INDUSIND HDFC and AXIS BANK in the

race.

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COMPARISION ON BASIS OF COMMODITY MARKET ?

INDUSIND ICICI HDFC ASIX

27% 30% 23% 20%

Indus Ind; 27

ICICI; 30

HDFC; 23

Axis; 20

Comment: - survey depicts that Indusind bank plays a vital role in commodity market and respondents also answered that this is the most preferred service of Indusind here ICICI bank shares 30% of the total while indusind bank contributes 27% .HDFC has its share of 23% where as axis shares the rest of it.

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Comparison on basis of NRI banking ?

INDUSIND ICICI HDFC ASIX

21% 26% 30% 23%

Indus Ind; 21

ICICI; 26

HDFC; 30

Axis; 23

COMMENT:-earlier indusind bank had a good hold on this area but with time it has declined to 19%.this area can be greatly improved by just paying a little heed to it here hdfc has risen to as 27% with ICICI following closely by 26%and axis with 22%.

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COMPARISION ON THE BASIS OF ON-LINE BANKING:-

INDUSIND ICICI HDFC AXIS

24 27 31 18

Indus Ind; 24

ICICI; 27

HDFC; 31

Axis; 18

COMMENT:- it is observed by the survey that online services of HDFC is better than other

three banks and even the Indusind bank is also liked for its online services by 24% respondents.

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Summary of findings

Generally, people are not informed about the hidden charges taken by the

bank on various products and services.

The concept of aggressive selling is prevailing in the market. Sometimes, it

becomes mandatory for them to unwillingly take the policy or anything else

Generally people prefer coming to banks regularly for the very

purpose of withdrawing the money and depositing their valuables.

People prefer doing physical transaction which gives them a

satisfactory feeling.

Friends and relatives provide proper acquaintance to others. They play

an integral role in choosing their own bank as well as friend’s bank.

Reputed banks are ahead in the race than private banks in some

sections. Indusind bank is ahead of other banks in newly developed

area like commodity market.

HDFC bank has its four branches in Kota city, whereas, AXIS bank

has 2 branches and ICICI has 2 branches. In such grave competition,

Indusind has only one branch in Kota.

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CHAPTER:6 SUMMARY AND CONCLUSIONS

Conclusions and recommendations

A good beginning for the bank’s economical renovation would be through some

points as follows: Introduction of new technologies:

By improving and adding new and powerful technologies, also through software

Wide spreading awareness: By spreading awareness about the bank especially in places which are far from

the vicinity of the bank.As always said out of sight is out of mind’ advertisement medium should be for

publicizing the bank.

Implementing new schemes:

By comforting the customers with interesting schemes and by attracting them through really innovative ideas.

Increasing sales force: By increasing sales force so as to have good relations with the customers connected.

Such group of sales force if made would provide a comfortable atmosphere for the newly joining customers.

Opening new branches: By opening new branch after completing the feasibility study.

Developing good collaborations:

By developing good links and collaboration with some big enterprises currently prevailing in Kota like few coaching centers, institutes etc. by convincing them to opt for the one and only

bank i.e. IndusInd bank.

Providing relief on charges: By providing relief on charges so that the customers can take loans on somewhat easy

basis.

BIBLIOGRAPHY

Websites:

www.indusindbank.com

www.icicibank.com

www.hdfc.com

www.google.com

www.rbi.org.in

QUESTIONNARE

Name-……………………………..

Profession-…………………………

Type of account-…………………..

(1) Do you keep your PIN and card together?

1. Yes2. No

(2) Do you give card or account details for any free gift or lottery?

1. Yes2. No

(3) Do you use cyber cafes for Internet Banking?

1. Always2. Seldom3. Never

(4) Do you reply to e-mails which are asking for your password or PIN?

1. Always2. Seldom3. Never

(5) What do you after using Internet Banking?

1. Log off2. Exit Browsing3. Both

(6) Will you report your lost or stolen ATM/credit card immediately?

1. Yes2. No

(7) Do you check all most important information note before signing banking documents?

1. Always2. Seldom3. Never

(8) Do you take help of strangers for handling your cash?

1. Always2. Seldom3. Never

(9) When you open your account in any bank do you take information about ……….

1. Services provided by your bank for your account. Yes/No2. Charges for services. Yes/No3. Penalties. Yes/No

(10) For opening an account how many banks do you compare?

1. No one bank2. Two bank3. More than two bank

(11) Do you satisfied with services of INDUSINDBank?

1. Yes2. No