Executive Summary Source of data collection

Primary Data – through personal interview in Magneto Mall, Raipur , questionnaire shared on Survey Monkey, personal interaction with customers of ING Vyasa Bank

Secondary Data – Websites, official records, website and Annual report of ING Vyasa bank Survey Methods 165 data were collected through survey and personal interview Based on questionnaire created with the help of faculties and bank managers, available here

https://www.surveymonkey.com/s/Y2V2J65 Descriptive statistics to analyze the data, for customer interview Convenience sampling method is used Data Analysis Technique Used preliminary method of statistical data analysis Represented through Pie Chart and Histograms Feedback for improving services is analyzed in tabular method SWOT Analysis Strategically analyzed the SWOT for Internet and Branch Banking. Customer view point is also included. Industry research and Growth prediction Different data sources from web sites are collected and collaborated in a single image. Results of

forecasted data are also included. Cross Comparison between the products offering of banks in India are also analyzed. Used convenience

method of sampling. Customer Interview and view point are represented through bar and histogram charts.

Road Map for Digital Banking Based on different data collected through web sites and research papers(mentioned in Appendix) road

map for digital Banking have been added as pictorial representation. Findings, Suggestion & Conclusions are added at the addendum Wherever required, notes are added in the “click to add notes” at the footer of PPT which can be observed

in the edit mode

57.41%

27.78%12.96%

1.85%

Data Analysis and Interpretation

69.49%

5.08%

30.51%

94.92%

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38.98%

23.73%

11.86%

10.17%

15.25%

Data Analysis and Interpretation

66.67%

33.33%

Data Analysis and Interpretation

There should be more worker so that people can complete there work easily, by saving there time.

I will be happy if few tasks which are not supported by internet banking, those also be online. e.g. few banks provide online FD, PPF, Password reset etc… facilities but few not... also for few banks it must be more secure like SBI is most secured

Stop customer representative calls

customized schemes can be there according to the profession of the customer

More Fast process flow in physical branches of bank

Allowing digital signatures

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No clear view of Credit card transactions. Transactions should reflect immediately rather it take 3-4 days.

Good security severs. Always new UI after time to time.

So many time ,I had call from HDFC bank customer care centre ,and its so headache

Easy phone banking facility should be available

Customer care executive should have more information about the services of bank No clear view of Credit card transactions. Transactions should reflect immediately rather it take 3-4 days.

Findings During Interview it was found that ING Vysya has good potential in Chhattisgarh

and growth opportunity is enormous. However, because of low number of branches and ATMs available to use reduces

its popularity among users. Customers felt happy about the ING Products and majority of them were loyal

customers. Customer feedback is attached in the slides where majority of them wanted to

have a good and easy to use UI for Internet Banking. Salesmen/customer executives seems to be not at par with the competitive banks. System needs to be transparent and should be lucrative for end users. ING Vysya stands very low when it comes to popularity. Many customers have not

heard about the bank. Customer appreciated the customer care talks and their personal relationships

with managers at the branch. Specially Users were not happy with the ING Vysya mobile Application and

Application generally hangs when worked with 2G operators. Ladies ,Home Makers and Senior Citizens were of the opinion of having more

number of ATMs and a technical session on how to operate Internet Banking. Customers appreciated lockers as it is spacious compared to the other banks.

Threat

•Entry of branded bank in to the market•State Government policy•Language Risk•Culture Risk•Competitors

Opportunities

•Opportunity to expand business•Rising Income leads to more investment•Wide range of Loan for different commodity•Personalized Banking•Wealth Advisor

Strength

•Customer Loyalty•Personal Relationship with customer•Skilled Workforce•Quality Service from Advisors•Strong Marketing and distribution channel•Huge Product Portfolio

Weakness

•Land, material and Rent cost•Long queue•Long distance •Open for limited hours•Lack of Co-ordination between the various branch offices.

BRANCH BANKINGBRANCH BANKING

Threats

•Bad Economy•Government Regulations•Political Risk•Volatile Revenue•Substitute Products

Opportunities

•Online Market•Innovation•New Services•New Technology•Emerging Markets•New Products•New Markets

Strength

•Banking Anywhere•Cost Advantage•Technology•Unique Products•Customer Loyalty•Skilled Workforce•Sophisticated software to enable faster and smoother operations

Weakness

•High Staff Turnover•Weak R&D•Weak Management•Customer Service•Cost Structure

INTERNET BANKINGINTERNET BANKING

Marketing and SalesMarketing and Sales Customer onboarding and Account Opening

Customer onboarding and Account Opening ServicingServicing

Cross-channel Collaboration and salesforce enablement

Cross-Channel customer, 360-degree lead and insight capture

and delivery

Cross-Channel marketing and sales enablement

Insight-driven origination

Status tracking, status reporting and customer communication

Cross- channel application management

Personalize and self-service

Customer experience management

Cross-Channel service management

Multi-Mode Channel Listeners Analytical modeling and insight delivery Reporting and Dash boarding

Cross Channel Process, Case and Data Management

Road map for ING Vysya to move towards digital banking Road map for ING Vysya to move towards digital banking

Suggestions There is a need of more Branch offices and ATMs in Chhattisgarh as there

is big Untapped market is available. Recruitment of Salesmen who have computer knowledge and can

showcase the Website. Mobile Application should be robust and easy to handle. Mobile Application should work efficiently in 2G network. Customer awareness program for digital banking shall be provided. More number of Advertisement in daily newspaper, Television, Internet,

Facebook, YouTube should be promoted. New colleges and Shops are mushrooming in Chhattisgarh, ING should

target those for easy loan and digital banking . Local Managers should be recruited to the banks who can interact with

the customers in an efficient manner. There is a need to repositioning of ING Vysya in the market and strategy

based on User group shall be targeted. ING Vysya should perform holistic marketing by thinking about the digital

banking as the biggest asset for the future.

Looking ForwardGrasping a completely computerized technique obliges ING Vysya to modernize end-to-end, and to embrace a client driven methodology. Here are five steps that can help ING Vysya guarantee that their prerogative to advanced digital banking will bring about more prominent client fulfilment and long term benefit.

SOURCES• FINANCIAL MANAGEMENT by Brigham and Ehrhardt• Magnetto Mall, Raipur• Management Information System by Laudon & Loudon• ING Vysya Bank, Raipur• http://www.moneycontrol.com/companyfacts/ingvysyabank/history/I

NG• http://www.moneycontrol.com/india/stockpricequote/banksprivatese

ctor/ingvysyabank/ING• http://en.wikipedia.org/wiki/ING_Vysya_Bank• http://www.ingvysyabank.com/• http://www.ingvysyabank.com/pdf%27s/Financial%20Results%20Mar

%2013.pdf