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SUMMER TRAINING REPORT ON

Comparison of ING Vysya Bank with HDFC and ICICI on customer satisfaction

Undertaken at

ING Vysya Bank

Submitted in partial fulfilment of the requirements for the award of the degree of

MASTER OF BUSINESS ADMINISTRATION

to

Guru Gobind Sing Indra!ras"a Uni#$rsi"y% D$&i

Under the Guidance of Submitted bys! "amini #araswat #akshi $eh%&ssistant 'rofessor B&(III #emester'CC )nro%ment No!*

S$ssion '()* + ),

PERI-AR MANAGEMENT AND .OMPUTER .O//EGE

'eriyar Centre+ FC,--+ '%ot No! ./0+ Institutiona% &rea+ 1aso%a+ New De%hi , ..2203

Page | PAGE \* MERGEFORMAT 48


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If words are considered to $e si6ns of 6ratitude then %et these words Con9ey the 9ery same! y

sincere 6ratitude to Mr3 Abis$k Gu!"a ?unior mana6er+ ING V"#"& B&N@ and 6i9in6

necessary directions on doin6 this pro?ect to the $est of my a$i%ities!

I am hi6h%y inde$ted to Mr3 A4ay -ada#+ Branch ana6er+ who pro9ided me with the

necessary information and a%so for the support e8tended out to me in the comp%etion of this

report and his 9a%ua$%e su66estion and comments on $rin6in6 out this report in the $est way

possi$%e!

I wou%d %ike to confer the f%ower of acknow%ed6ement to the Director of PM.. Dr3 S3

Ara2#a&ar"anand pro?ect 6uide Mrs3 -a2ini Saras1a" and other facu%ty mem$ers who

tau6ht me that how to do pro?ect throu6h appropriate too%s and techniAues!

I am a%so thankfu% to those customers of the $ank who ha9e he%ped me throu6h their 9a%ua$%e

feed$acks and without whom the research report was not possi$%e! 7he c%ients were the

respondents in this pro?ect and they ha9e answered the Auestions 9ery we%% which ha9e he%ped

me in findin6 suita$%e outcome!



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E5$0u"i#$ Su22ary

7his pro?ect is $ased on the customer satisfaction %e9e% of the ser9ices pro9ided $y the three

$anks ING Vysya $ank+ HDFC Bank and ICICI Bank!

It was a cha%%en6e to know a$out the customers satisfaction for a ser9ice $ut throu6h this

pro?ect+ $ank has tried to know the point of 9iew of customers! ING Vysya $e%ie9es that e9ery

ser9ice they pro9ide to their customers are satisfactory and the customers are happy with the

Aua%ity as we%% as after work ser9ice of the company! #ti%% the $ank wants to know the %e9e% of

satisfaction in customers+ so this research throu6h Auestionnaire and te%ephonic inter9iews has

$een done

7he pro?ect is $ased on the thorou6h study of the products and ser9ices of ING Vysya Bank and

they are compared with the $ankin6 products and ser9ices pro9ided $y the HDFC and ICICI

$ank! 7he marketin6 strate6ies adopted $y the ING Vysya $ank to maintain / increase its market

share / to retain its customers! 7he pro?ect undertake the study of the e8pectations+ $eha9ior+

responses and preferences of the customers towards sa9in6s account!

7he pro?ect has some %imitations too+ ING Vysya $ank has a 9ery few $ranches+ customers ha9e%imited information a$out the $ank and they ha9e fewer $ankin6 products as compared to the

other pri9ate $anks! ING Vysya $ank doesnt pro9ide &7 ser9ices to its customers and the

customers are $iased a$out their current $anks a%so! 7he research is done in the area of De%hi

on%y and the time of the study is si8 weeks!



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.6APTER 7)

INTRODU.TION



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)3) INTRODU.TION

Bankin6 system of a nation is the shadow of nations economy! & hea%thy and profita$%e $ankin6

system is ?ust %ike the $ack$one of nations economy! It is necessary for a nation to achie9e

6rowth and remain sta$%e in this 6%o$a% wor%d and 6%o$a% economy! 7he Indian $ankin6 system+

with one of the %ar6est $ankin6 networks in the wor%d+ has witnessed a series of reforms o9er the

past few years %ike the dere6u%ation of interest rates+ di%ution of the 6o9ernment stake in pu$%ic

sector $anks 4'#Bs5 and the increased participation of pri9ate sector $anks!

Bankin6 institutions across the 6%o$e ha9e reco6nied the importance of customer satisfaction

and of de9e%opin6 and maintainin6 endurin6 re%ationship with their customers as two crucia%

parameters %eadin6 to increased $usiness profits! &t the same time+ se9era% $ankin6 institutions

are e8periencin6 increasin6 %e9e% of retai% customer dissatisfaction! or ser9ices to the marketp%ace!

Customer satisfaction is an a$stract concept and the actua% manifestation of the state of

satisfaction wi%% 9ary from person to person and product>ser9ice to product>ser9ice! 7he state of

satisfaction depends on a num$er of $oth psycho%o6ica% and physica% 9aria$%es which corre%ate

with satisfaction $eha9ior such as return and recommend rate!



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PRIMAR- OB9E.TIVE*

2 7o thorou6h%y study the products / ser9ices of ING Vysya Bank!

. 7o compare the $ankin6 products and ser9ices offered $y ING Vysya Bank and other

pri9ate $anks 4ICICI / HDFC5

0 7o study the customers e8pectations+ $eha9ior+ responses / preferences for 9arioussa9in6 accounts of ING Vysya Bank!

- 7o study the marketin6 strate6ies adopted $y ING Vysya Bank to maintain / increase its

market share / to retain its customers!

SE.ONDAR- OB9E.TIVE:

2 7o study $ankin6 operations!. 7o 6et the know%ed6e a$out marketin6 strate6ies of $ank

)3* S0o!$ o8 S"udy



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7he scope of any study can $e defined in terms of the area and the samp%e sie which wi%% $e

re9iewed for satisfyin6 the o$?ecti9e of the su$?ect matter! 7he first part of the report can $e

made on the $asis of the secondary data co%%ected a$out the different sa9in6 $ank accounts of

pri9ate sector $anks present in De%hi 9ia internet+ ma6aines and ?ourna%s!

7he scope of the study is in De%hi+ and around .22 peop%e are tar6eted for the sur9ey which is

done throu6h Auestionnaire!

)3, .o2!any Pro8i&$



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1.4.1 ING Vysya Bank ;imited


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eenakshi & Head(Eperations

&niruddha 'au% Chief Information Efficer

/is" o8 $5$0u"i#$ Manag$2$n" .oun0i& =u!da"$d as o8 ),3(*3),>

.URRENT OPERATIONS OF ING V-S-A BANfinancia% ser9ices and insurance markets for

o9er 2 years and current%y ser9es o9er 0 mi%%ion Indian consumers! 7he $ank markets an entire

ran6e of financia% products and ser9ices+ or6anised under four strate6ic %ines of $usiness* retai%+

pri9ate+ who%esa%e $ankin6 ad a6ricu%tura% $ankin6!

R$"ai& banking :

ith 3: $ranches and .2 counters+ 0 sate%%ite offices and :2 &7Ks nationwide+ ING

VysyaKs retai% operation offers checkin6 accounts+ sa9in6s deposits>CDKs+ retai% wea%th

mana6ement ser9ices+ consumer %oans+ a6ricu%tura%>rura% $ankin6 and retai% %ife insurance

products! 7he $ank has rapid%y e8panded its distri$ution footprint and has created a nationa%

$rand presence throu6h se9era% inno9ati9e marketin6 campai6ns!

Pri#a"$ banking :

ING VysyaKs pri9ate $ank operates on an ad9isory(dri9en mode%! #pecia%ied market research

remains the $ankKs focus for the introduction of new tai%ored products to ser9e the hi6h(end

pri9ate $ankin6 se6ment!

.or!ora"$?1o&$sa&$ banking :

7he who%esa%e $ankin6 $usiness pro9ides corporate c%ients in India a ran6e of commercia%+

transactiona% and e%ectronic $ankin6 products! 7he $ank offers c%ient focused products

inc%udin6 workin6 capita% finance+ trade and transactiona% ser9ices+ forei6n e8chan6e+ term



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%oans and cash mana6ement ser9ices! 7he who%esa%e $ankin6 $usiness comprises four

$usiness su$(se6ments and mu%tip%e product offerin6s! 7he $usiness se6ments Corporate and

In9estment Bankin6+ )mer6in6 Corporate+ Bankin6 and Financia% Institutions and financia%

markets!

Agri0u&"ur$ and rura& banking :

&6ricu%ture and


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society+ into the fo%d of $asic $ankin6 ser9ices! 7he financia%%y e8c%uded sections of society a%so

inc%ude the ur$an s%um dwe%%ers and mi6rant workers in ur$an areas! 7his has $een an area of

concern and focus of the Go9ernment and


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emp%oyment 9enture $y pro9idin6 a%% the needed assistance! #ince inception .-222 candidates

ha9e $een trained+ out of which 222 were women and .2+222 candidates were sett%ed > %inked

with finance $y 9arious $anks in the district!

Bank has a%so de9ised 9arious products for financia% inc%usion+ name%y

2 Genera% credit Card #cheme!. DI< scheme!0 #e%f He%p Group 4#HG5 finance!- @isan Credit Card: Mero Ba%ance No Fri%% &ccounts with ED faci%ity3 BC No Fri%% &ccounts 4 'ayment to N


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spend(mi%estones! hi%e usin6 de$it cards for shoppin6 is an increasin6 trend in India+

redemption of rewards points isnKt! Indian customers are usin6 their de$it cards to shop+ de$it

spends are increasin6 $y - percent! #urprisin6%y howe9er+ Indian customers redeem on%y .

percent of their reward points+ said #hai%endra Bhandari+ D and C)E+ ING Vysya Bank!7his

is primari%y due to the way most reward points pro6rammes work+ where a certain num$er of

points ha9e to $e accumu%ated+ at times with certain tie(up merchants! 7hey a%so come with

e8piry dates!

How this works:

Under the spend(mi%estone($ased system+ you need to spend a certain amount for two years+ after

which you cou%d choose the reward from a num$er of choices the $anks offers! For instance+ you

shou%d spend


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)3,3* Vision and Mission S"a"$2$n":

( Vision o8 ING Vysya Bank

7he Vision statement of ING Vysya $ank is to pro9ide its customers with the most effecti9e

so%utions to he%p them $est mana6e their financia% futures+ and creatin6 %on6 %astin6 9a%ue for

a%% stakeho%ders of the $ank!

) Mission o8 ING Vysya Bank

7he mission of ING Vysya $ank is to $e the preferred $ank of its customers throu6h

operationa% e8ce%%ence and internationa% ser9ice Aua%ity and of its emp%oyees with the hi6hest

%e9e% of ethica% and mora% 9a%ues!

' .or!ora"$ S"a"$2$n"



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ING Vysya Bank wi%% $e an entrepreneuria% inte6rated financia% ser9ices institution where

Inno9ation and 7ransformation are the way of %ife!

)3,3, PRODU.T RANGE OF T6E ING V-S-A BAN SAVINGS A..OUNTS:

2 '%atina sa9in6 accounts. Eran6e sa9in6 accountMin6 sa9in6 account0 Mwipe sa9in6 account- Basic sa9in6 $ank deposit: #enior sa9in6 account

B> .URRENT A..OUNTS:

2 Genera% current account. Comfort current account0 &d9anta6e current account- F%e8i current account: Eran6e current account3 Institutiona% current account= '%atina current account



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.> DEMAT A..OUNTS

D> TERM DEPOSITS

E> DEBIT .ARDS

F> .REDIT .ARDS

G> FORE SERVI.ES

6> .ORPORATE SA/AR- A..OUNT

I> INSTITUTIONA/ A..OUNTS

9> /O.


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)3,3 Organi;a"ion S"ru0"ur$ o8 "$ .o2!any



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)3,3 Mark$" sar$ !osi"ion o8 "$ 0o2!any in "$ Indus"ry



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FINAN.IA/ FIGURES

In Rs3 .ror$s H* H* -TD -TD

'((J7(K '((7(J gro1"

'((J '(( gro1"

Net Interest Income .0! .::! .!0L : -3 -=!.L

Ether Income .: 3! 33!L :22 0 :-!-L

7ota% Income -0.! 0:2!= --!L ! =-!3 -!-L

Eperatin6 Costs 0.3!- .3! -3!3L 33!2 :- --!=L

Eperatin6 'rofit .2=!3 .! -2!:L -20! .!3 3.!L

Eperatin6 'rofitafter )8ceptiona% .2=!3 .22 =!:L -20! 0.! -!LItems

'ro9ision / 0.!= 0! (00!.L :! --! .32!.LContin6encies

'rofit $efore 7a8 :! 0!: .!-L 0.!. .= .!-L

'ro9ision for 7a8es -0! 0!= ..L !: .! !.L

Pro8i" a8"$r Ta5 '3) ,'3J ')3J )*K3 )), ''3

Gro1" a" ING Vysya Bank3

In terms of pure num$ers+ the performance o9er the decades can $etter $e appreciated from the

fo%%owin6 ta$%e*


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-$ar N$"1or" D$!osi"s Ad#an0$s Pro8i"s Ou"&$"s

.:2 2!22. 2!:22 2!:22 2!22. :

.32 .!:2 3!-2 -!2 2!2 .=

.=2 .!=2 02!.2 .-!32 2!.- .

.2 -!22 .!32 =0!2 2!: -

.2 ..!32 .:.:!-2 .-!2 .!.- 00

.2 .=0!.2 32!:2 :3:!2 32!-3 -.

0222 322!22 :0:2!22 --2!22 ::-!.2 :.

022. =30!22 .:..!.2 :-.=-!.2 -.!2 ::

0220 ==-!0: 2=2!22 ::.2!22 =!32 :-

022- 2=!2 .2!22 3=.02!22 =-!32 :3=

022: :-!02 .2:2!22 =-=!-2 32!2. 30-

0223 2:!22 .03=-!.2 223!2 4-.!25 3-=

022= .2.=!2 .---30!32 .20-.3!02 2!= 3=0022 ...2.!2 .3:.3!2 ..=.!2 !2 =0=

022 .:0=2!22 02:2!22 .:=322!22 .3=!22 =

)9en in the recessionary period the ING Vysya Bank is 6oin6 in profits! hi%e other $anks are

%osin6 a $i6 percenta6e of their e8pected profits!

ING Vysya Bank H* Pro8i" u! ''

Continued 'rofit Growth sustained $y #tron6 Fee Income 'erformance

7he Board of Directors of ING Vysya Bank ;td! appro9ed the unaudited financia% resu%ts of the

Bank for the Auarter and period ended -. Decem$er 022 at its meetin6 in Ban6a%ore at 0-rd

1anuary 022!

FINAN.IA/ 6IG6/IG6TS

P- 'erformance

Net 'rofit after 7a8 =PAT>for the Auarter ended -. Decem$er 022 increased $y ''to Rs3'3)

.ror$s from Rs3,'3J 0ror$s for the Auarter ended -. Decem$er 022 and 'rofit $efore 7a8

=PBT>rose )to Rs3J,3Kcrores from Rs3'3, 0ror$s3

Howe9er+ e8c%udin6 the impact of e8ceptiona% items reported in the Auarter ended -. Decem$er

022+ '&7 6rew $y 2L and 'B7 $y 3L o9er the same Auarter %ast year!



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Net Interest Income =NII> 1as u! )K "o Rs3)'3 0ror$s 8ro2 Rs3),,3K crores and Fee /

Ether Income increased $y 3=L to


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or%d o9er ING has stren6thened its name as a 6ood corporate citien! 7he ING Chances for

Chi%dren initiati9e 4CFC5 a 6%o$a% pro6ram in partnership with UNIC)F is to educate 32+222

underpri9i%e6ed chi%dren in three countries+ )thiopia+ India and Brai% $y 022! In India the focus

is primari%y in the districts of Dharampuri and @rishna6iri in 7ami% Nadu! 7hrou6h the nationa%

Chi%d %a$or )%imination 4NC;'5 $rid6e schoo%s+ ING pro9ides much needed support to UNIC)F+

to fund+ monitor+ and pro9ide chi%dren with Aua%ity primary education

7he Indian arm of the Chances for Chi%dren pro6rams is run $y the support of ING $usiness units

in India 4ING+ ING ;ife Insurance and ING In9estment ana6ement5 throu6h the ING Vysya

Foundation!

7he Indian chapter of CFC in9o%9es the partnership of the Foundation with NGE workin6 in

primary education! Not on%y does the Foundation pro9ide much needed financia% support to these

or6aniations $ut a%so runs stron6 9o%untary pro6rams 6i9in6 the emp%oyees a chance to meet the

chi%dren+ work with them and take ownership and responsi$i%ity for the 9ision of its partners! 7he

Foundation creates systems that ensure C#< acti9ities within the or6aniation!


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( I.I.I Sa#ings Bank A00oun":

ICICI Bank is a%so offerin6 the sa9in6 accounts as their products!

2 7he ICICI Bank Internationa% de$it card is a de$it(cum(&7 card pro9ides with the

con9enience of acceptance at merchant esta$%ishments and cash withdrawa%s at &7!

. oney u%tip%ier Faci%ity

0 Internet Bankin6 is offered free of cost!

- &nywhere Bankin6 faci%ity entit%es the account ho%der to withdraw or deposit cash upto a

%imit of


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In constant endea9or to fu%fi%% a%% the $ankin6 needs and enhance e8c%usi9ity ICICI Bank

%aunched 7itanium 'ri9i%e6e &ccount ( tai%ored to take care of customers $ankin6 and

in9estment reAuirements and status! 7his account offers a dedicated Branch


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#o+ for con9enience of the pro?ect and comparison the different accounts can $e c%assifiedinto three cate6ories*

Cate6ory & Cate6ory B Cate6ory C

2 ';&7IN& &CCEUN7 FE


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ushered in a modern out%ook and tech(sa99y methods of workin6 for traditiona% $anks! &%% this

%ed to the retai% $oom in India! 'eop%e not ?ust demanded more from their $anks $ut a%so recei9ed

more!

Current%y 40225+ $ankin6 in India is 6enera%%y fair%y mature in terms of supp%y+ product ran6e

and reach(e9en thou6h reach in rura% India sti%% remains a cha%%en6e for the pri9ate sector and

forei6n $anks! In terms of Aua%ity of assets and capita% adeAuacy+ Indian $anks are considered to

ha9e c%ean+ stron6 and transparent $a%ance sheets re%ati9e to other $anks in compara$%e

economies in its re6ion! 7he


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.6APTER 7 '

/ITERATURE REVIE

Customer satisfaction has $een considered the essence of success in todays hi6h%y competiti9e

$ankin6 industry! 'ra$hakaran and #atya 4022-5 mentioned that the customer is the kin6! Heskett

et a%! 4.5 ar6ued that profit and 6rowth are stimu%ated primari%y $y customer %oya%ty! Ndu$isi

402235+ Gee et a%! 40225 and 'feifer 402235 pointed out that the cost of ser9in6 a %oya% customer



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is fi9e or si8 times %ess than a new customer! #e9era% researchers inc%udin6 7ariA and oussaoui

40225+ Han et a%! 40225 and )hi6ie 4022=5 found that %oya%ty is a direct outcome of customer

satisfaction! Genera%%y speakin6+ if the customers are satisfied with the pro9ided 6oods or

ser9ices+ the pro$a$i%ity that they use the ser9ices a6ain increases 4)ast+ .5! &%so+ satisfied

customers wi%% most pro$a$%y ta%k enthusiastica%%y a$out their $uyin6 or the use of a particu%ar

ser9ice this wi%% %ead to positi9e ad9ertisin6 4Fi%e and 'rince+ .0


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system+ Aua%ity of ser9ices+ co9era6e area and the process of attendin6 the comp%aints re6ardin6

their mo$i%e ser9ice pro9ider


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.6APTER7 *

RESEAR.6 MET6ODO/OG-

*3) RESEAR.6 MET6ODO/G-



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&%% the conc%usions are $ased on the sur9ey done in the workin6 within the time %imit! I tried tose%ect the samp%e representati9e of the who%e 6roup durin6 my trainin6! I ha9e co%%ected datafrom peop%e %inked with ING V"#"& B&N@ and E7H)< B&N@

( UNIVERSE7De%hi

RESEAR.6 P/AN:

Pr$&i2inary In#$s"iga"ion: In which data on the situation surroundin6 the pro$%ems sha%% $e6athered to arri9e at

R 7he correct definition of the pro$%em!R &n understandin6 of its en9ironment!

3E5!&ora"ory S"udy: 7o determine the appro8imate area where the pro$%em %ies!

RESEAR.6 DESIGN:


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R Sa2!&$ T$0niLu$:


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#!NE &77Aueries hand%in6

.25'%ease rate the fo%%owin6 9aria$%es which inf%uence you when it comes to open an account onthe sca%e of . to 3 where . is stron6%y disa6ree and 3 is stron6%y a6ree!

#;

NE #7&7))N7#

#


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for sa9in6 $ank account!

:

I m 6enera%%y $othered a$out the distance

$etween my home and the Bank!

3 I prefer sa9in6 $ank account as it is popu%ar!

=

I 6i9e importance to DD and cheAue faci%ity in

sa9in6 $ank account!

I 6i9e preference to instant a%ert+ net($ankin6+

phone $ankin6+ and mo$i%e $ankin6!

I 6i9e importance to the third party cash

deposits and withdrawa%!

&ny other su66estions re6ardin6 the $ank p%ease mention*(

TTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTT

TTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTT

TTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTTT!

.>.ons"rain"s und$r 1i0 "$ s"udy as b$$n und$r"ak$n

2 Bud6etary constraints* ( Co%%ectin6 data from a %ar6e num$er of respondents is not easy!

7he process $ecomes e8pensi9e so here a%so+ in this study %ack of $ud6et was one of the

constraints suffered durin6 the research process!

.


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time duration was a %imitation under which the resu%t needs to $e 6enerated! 7here was %ack of

time so not a%% the customers were taken as respondents!

- ;an6ua6e $arrier* ( any of the respondents were askin6 their ?uniors or other mem$ers

to fi%% the form from their side where the peop%e were e8perienced in workin6 $ut not mucheducated! For them+ it took much time to make them understand the Auestions and the

importance of fi%%in6 Auestionnaire for us!

: Borin6 and time waste* ( any of our customers fee% that it is a $orin6 process and a time

wastin6 acti9ity! 7o a9oid it+ they fi%%ed it random%y or a9oided some of the Auestions! 7hey

answered without readin6 proper%y+ which can resu%t in wron6 interpretation of data co%%ected!



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characteristics of e8hausti9eness 4i!e!( there must $e a c%ass foe e9ery data item5 and a%so that of

mutua% e8c%usi9e%y which means that a specific answer can $e p%aced in one and one ce%% in a

6i9en cate6ory set!

.&assi8i0a"ion( c%assification means to arran6e the data in 6roups or c%asses on the $asis of

common characteristics! Data ha9in6 common characteristics are p%aced in one c%ass and this

way the entire data 6et di9ided into a num$er of 6roups or c%asses!

It can $e c%assified into two types*

2 C%assification accordin6 to attri$utes 4such as %iteracy+ se8+ honesty etc5. C%assification accordin6 to c%ass 4such as income+ production+ a6e+ wei6ht etc5

Tabu&a"ion7 when a mass of data has $een assem$%ed+ it $ecomes necessary for the researcher to

arran6e the same in some kind of concise and %o6ica% order! 7his process is ca%%ed ta$u%ation!

7a$u%ation is a process of summariin6 raw data and disp%ayin6 the same in compact form for

further ana%ysis! It is an order%y arran6ement of data in co%umns and rows!

.6APTER7

DATA INTERPRETATION



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.o2!ara"i#$ ana&ysis o8 sa#ing a00oun"s*

a! Basic #a9in6 &ccounts 4.a"$gory .5



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b3 Pr$8$rr$d Sa#ing A00oun"s =.a"$gory B>


'&


45/65

'&


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'&de$it card

N!&!N!&! &9ai%a$%e

DATA ANA/-SIS AND INTERPRETATION



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. Do you ha9e a sa9in6 accounts in any of the pri9ate $ankS

)B)D )8ce%!Chart! Ws



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.> HUARTER/- AVAI/AB/E BA/AN.E T6AT 6AS TO BE MAINTAINED




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#mart ser9 is type of specia% ser9ices in which a person can send>present 6ifts to any of his>her

known in any of the city $y ?ust te%%in6 your $anker the address of the person! 7he 6ift wi%% $e

purchased and wi%% $e de%i9ered $y the $ank on%y+ and the amount for the 6ift wi%% $e

automatica%%y deducted from the senders account!



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.2L of the peop%e who were rea%%y en?oyin6 some of the specia% ser9ices pro9ided $y $ank were

found to $e associated with ING Vysya Bank!

E> PEOP/ES@ RATING: A..ORDING TO T6EIR PER.EPTION



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,7 Mos"?$50$&&$n" *7 R$asonab&y good

'7 Fair )7 Disa!!oin"ing?&$as"

:! &%most a%% respondents who are in connection with ING Vysya Bank ha9e rated it $est

in the customer care ser9ices! 33L of the respondent who are associated with HDFC Bank ha9e

rated HDFC+ reasona$%y 6ood in customer care ser9ices! But customer of ICICI and &QI# Bank

are not 9ery much de%i6hted with customer care ser9ices of their $ank! 7his way ING Vysya has

6ot an ad9anta6e of de%i9erin6 e8ce%%ent customer care ser9ices!

3! In case of Beha9ior of the #taff most of the ING Vysya customers ha9e rated ING

the $est! &%most .22L of the ING customers are we%% satisfied with their $ankers $eha9ior! En

the other hand 0L customers of ICICI $ank and other respondents as we%% ha9e ranked ICICI as

9ery disappointin6 as per $eha9ior of the staff! ost of them stated that when they 9isit $ranch+

any of the emp%oyee there+ hard%y pays fu%% attention towards them! )9en some of the preferred

customers ha9e to stay in a cue or ha9e to wait for %on6 to 6et their ?o$ done $y the $ank! HDFC



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)B)D

)8ce%!Chart! Ws



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ost of the Customers stron6%y a6ree that they 6i9e preference to instant a%ert a$out the

deposits and withdraw in their accounts $y the $ank! 7hey a%so prefer the faci%ity of net

$ankin6 and phone $ankin6 as it 6i9es them ease for $ankin6!

' I 6i9e importance to the third party cash deposits and withdrawa%!



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Hu$s"ionnair$

D$ar r$s!ond$n"%

e are conductin6 a research to know the 6enera% perception and attitude of customer towards

the products / ser9ices that are offered $y ING Vysya Bank / other pri9ate $anks 4ICICI /

HDFC5 in De%hi! 7he information wi%% $e 9a%ua$%e input for the research and we assure you that

the information wi%% $e kept confidentia%! e hope that you wi%% co(ordinate with us and 6i9e

Auite a few minutes from your precious time and 6i9e the 6enuine answer!

P$rsona& D$"ai&s:7

Na2$:7

G$nd$r :7 M F

Ag$:7

Addr$ss:7



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O00u!a"ion:7 S$r#i0$

Pro8$ssiona&

Busin$ss2an

O"$rs =P&$as$ S!$0i8y>33

Edu0a"iona& Hua&i8i0a"ion:7 Und$r Gradua"$

Gradua"$

Pos" gradua"$

Pon$ no3=O!"iona&>:7

Annua& In0o2$:7 B$&o1 ) /a0

) /a0 + * /a0* /a0 7 /a0

Abo#$ /a0

0 Do you ha9e a sa9in6 account in any of the 'ri9ate $anks in De%hiSa5 "es

$5 No

- In which of the fo%%owin6 $anks do you ha9e sa9in6 $ank accountS

- ING Vysya Bank

: ICICI Bank :! &ny Ether Bank

3 HDFC Bank

4'%ease #pecifyTTTTTTTTTT5

-5 Do you ha9e comp%ete know%ed6e of the sa9in6 account and ser9ices associated with thataccount you ha9eS

a5 "es $5 No

c5 Cant say



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:5 &re you a preferred>pri9i%e6ed customer of your $ankS

a5 "es $5 No

2 How much Puarter%y &9ai%a$%e Ba%ance 4P&B5 you need to maintainS: Ni%3 3+222= .2+222 ore than a$o9e

. Does your Bank pro9ide you some specia% ser9ices %ike+ s2ar" s$r#$% 2i7banking0 "es- No

0 '%ease rate the fo%%owin6 $anks on the sca%e of : where .is the %east and : is the most

accordin6 to your perception you are ha9in6 for reputation of the $anks!

ING VysyaBank

ICICI Bank HDFC Bank &8is Bank

- hat is your most freAuent point of interaction with the $ankS

3 Visit Branch= &7 'hone Bankin6 Drop Bo8 Internet Bankin6.2 o$i%e Bankin6

: '%ease rate the fo%%owin6 $anks on the $asis of your perception a$out the 6i9en attri$utes

out of :+ where . is the %east>disappointin6 and : is the most>e8ce%%ent

#!NE &77


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2 Bank char6es

. Customer care

0 Variety of sa9in6 $ank account

- Beha9ior of the staff

: orkin6 Hours

3 ;ocation

= 'ersona%ied attention

'rocessin6 #peed

Grie9ance>Aueries hand%in6

3 '%ease rate the fo%%owin6 9aria$%es which inf%uence you when it comes to open anaccount on the sca%e of . to 3 where . is stron6%y disa6ree and 3 is stron6%y a6ree!

#;

NE #7&7))N7#

#


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