Upload
shashi-bhushan-singh
View
224
Download
0
Embed Size (px)
Citation preview
8/10/2019 Rescued Documentffdf
1/65
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
8/10/2019 Rescued Documentffdf
2/65
8/10/2019 Rescued Documentffdf
3/65
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!
Page | PAGE \* MERGEFORMAT 48
8/10/2019 Rescued Documentffdf
4/65
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 $anks a%so! 7he research is done in the area of De%hi
on%y and the time of the study is si8 weeks!
Page | PAGE \* MERGEFORMAT 48
8/10/2019 Rescued Documentffdf
5/65
.6APTER 7)
INTRODU.TION
Page | PAGE \* MERGEFORMAT 48
8/10/2019 Rescued Documentffdf
6/65
)3) INTRODU.TION
Bankin6 system of a nation is the shadow of nations economy! & hea%thy and profita$%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!
Page | PAGE \* MERGEFORMAT 48
8/10/2019 Rescued Documentffdf
7/65
8/10/2019 Rescued Documentffdf
8/65
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
Page | PAGE \* MERGEFORMAT 48
8/10/2019 Rescued Documentffdf
9/65
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 $anks present in De%hi 9ia internet+ ma6aines and ?ourna%s!
7he scope of the study is in De%hi+ and around .22 peop%e are tar6eted for the sur9ey which is
done throu6h Auestionnaire!
)3, .o2!any Pro8i&$
Page | PAGE \* MERGEFORMAT 48
8/10/2019 Rescued Documentffdf
10/65
1.4.1 ING Vysya Bank ;imited
8/10/2019 Rescued Documentffdf
11/65
8/10/2019 Rescued Documentffdf
12/65
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
Page | PAGE \* MERGEFORMAT 48
8/10/2019 Rescued Documentffdf
13/65
%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
8/10/2019 Rescued Documentffdf
14/65
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
8/10/2019 Rescued Documentffdf
15/65
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 $anks in the district!
Bank has a%so de9ised 9arious products for financia% inc%usion+ name%y
2 Genera% credit Card #cheme!. DI< scheme!0 #e%f He%p Group 4#HG5 finance!- @isan Credit Card: Mero Ba%ance No Fri%% &ccounts with ED faci%ity3 BC No Fri%% &ccounts 4 'ayment to N
8/10/2019 Rescued Documentffdf
16/65
spend(mi%estones! hi%e usin6 de$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
8/10/2019 Rescued Documentffdf
17/65
)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"
Page | PAGE \* MERGEFORMAT 48
8/10/2019 Rescued Documentffdf
18/65
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 $ank deposit: #enior sa9in6 account
B> .URRENT A..OUNTS:
2 Genera% current account. Comfort current account0 &d9anta6e current account- F%e8i current account: Eran6e current account3 Institutiona% current account= '%atina current account
Page | PAGE \* MERGEFORMAT 48
8/10/2019 Rescued Documentffdf
19/65
.> DEMAT A..OUNTS
D> TERM DEPOSITS
E> DEBIT .ARDS
F> .REDIT .ARDS
G> FORE SERVI.ES
6> .ORPORATE SA/AR- A..OUNT
I> INSTITUTIONA/ A..OUNTS
9> /O.
8/10/2019 Rescued Documentffdf
20/65
)3,3 Organi;a"ion S"ru0"ur$ o8 "$ .o2!any
Page | PAGE \* MERGEFORMAT 48
8/10/2019 Rescued Documentffdf
21/65
)3,3 Mark$" sar$ !osi"ion o8 "$ 0o2!any in "$ Indus"ry
Page | PAGE \* MERGEFORMAT 48
8/10/2019 Rescued Documentffdf
22/65
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*
8/10/2019 Rescued Documentffdf
23/65
-$ar N$"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 $y 3L o9er the same Auarter %ast year!
Page | PAGE \* MERGEFORMAT 48
8/10/2019 Rescued Documentffdf
24/65
Net Interest Income =NII> 1as u! )K "o Rs3)'3 0ror$s 8ro2 Rs3),,3K crores and Fee /
Ether Income increased $y 3=L to
8/10/2019 Rescued Documentffdf
25/65
or%d o9er ING has stren6thened its name as a 6ood corporate citien! 7he ING Chances for
Chi%dren initiati9e 4CFC5 a 6%o$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!
8/10/2019 Rescued Documentffdf
26/65
( 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
8/10/2019 Rescued Documentffdf
27/65
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
8/10/2019 Rescued Documentffdf
28/65
#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
8/10/2019 Rescued Documentffdf
29/65
8/10/2019 Rescued Documentffdf
30/65
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
8/10/2019 Rescued Documentffdf
31/65
.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
Page | PAGE \* MERGEFORMAT 48
8/10/2019 Rescued Documentffdf
32/65
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 $uyin6 or the use of a particu%ar
ser9ice this wi%% %ead to positi9e ad9ertisin6 4Fi%e and 'rince+ .0
8/10/2019 Rescued Documentffdf
33/65
system+ Aua%ity of ser9ices+ co9era6e area and the process of attendin6 the comp%aints re6ardin6
their mo$i%e ser9ice pro9ider
8/10/2019 Rescued Documentffdf
34/65
.6APTER7 *
RESEAR.6 MET6ODO/OG-
*3) RESEAR.6 MET6ODO/G-
Page | PAGE \* MERGEFORMAT 48
8/10/2019 Rescued Documentffdf
35/65
&%% 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$%em %ies!
RESEAR.6 DESIGN:
8/10/2019 Rescued Documentffdf
36/65
R Sa2!&$ T$0niLu$:
8/10/2019 Rescued Documentffdf
37/65
8/10/2019 Rescued Documentffdf
38/65
#!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#
#
8/10/2019 Rescued Documentffdf
39/65
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!
.
8/10/2019 Rescued Documentffdf
40/65
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!
Page | PAGE \* MERGEFORMAT 48
8/10/2019 Rescued Documentffdf
41/65
8/10/2019 Rescued Documentffdf
42/65
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$u%ation is a process of summariin6 raw data and disp%ayin6 the same in compact form for
further ana%ysis! It is an order%y arran6ement of data in co%umns and rows!
.6APTER7
DATA INTERPRETATION
Page | PAGE \* MERGEFORMAT 48
8/10/2019 Rescued Documentffdf
43/65
.o2!ara"i#$ ana&ysis o8 sa#ing a00oun"s*
a! Basic #a9in6 &ccounts 4.a"$gory .5
Page | PAGE \* MERGEFORMAT 48
8/10/2019 Rescued Documentffdf
44/65
b3 Pr$8$rr$d Sa#ing A00oun"s =.a"$gory B>
Page | PAGE \* MERGEFORMAT 48
'&
8/10/2019 Rescued Documentffdf
45/65
'&
8/10/2019 Rescued Documentffdf
46/65
'&de$it card
N!&!N!&! &9ai%a$%e
DATA ANA/-SIS AND INTERPRETATION
Page | PAGE \* MERGEFORMAT 48
8/10/2019 Rescued Documentffdf
47/65
. Do you ha9e a sa9in6 accounts in any of the pri9ate $ankS
)B)D )8ce%!Chart! Ws
Page | PAGE \* MERGEFORMAT 48
8/10/2019 Rescued Documentffdf
48/65
)B)D )8ce%!Chart! Ws
.> HUARTER/- AVAI/AB/E BA/AN.E T6AT 6AS TO BE MAINTAINED
)B)D )8ce%!Chart! Ws
Page | PAGE \* MERGEFORMAT 48
8/10/2019 Rescued Documentffdf
49/65
)B)D )8ce%!Chart! Ws
#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!
Page | PAGE \* MERGEFORMAT 48
8/10/2019 Rescued Documentffdf
50/65
.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
Page | PAGE \* MERGEFORMAT 48
8/10/2019 Rescued Documentffdf
51/65
)B)D )8ce%!Chart! Ws
)B)D )8ce%!Chart! Ws
Page | PAGE \* MERGEFORMAT 48
8/10/2019 Rescued Documentffdf
52/65
8/10/2019 Rescued Documentffdf
53/65
)B)D )8ce%!Chart! Ws
,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 $ank! HDFC
Page | PAGE \* MERGEFORMAT 48
8/10/2019 Rescued Documentffdf
54/65
8/10/2019 Rescued Documentffdf
55/65
8/10/2019 Rescued Documentffdf
56/65
)B)D )8ce%!Chart! Ws
)B)D
)8ce%!Chart! Ws
Page | PAGE \* MERGEFORMAT 48
8/10/2019 Rescued Documentffdf
57/65
8/10/2019 Rescued Documentffdf
58/65
)B)D )8ce%!Chart! Ws
ost of the Customers stron6%y a6ree that they 6i9e preference to instant a%ert a$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 $ankin6!
' I 6i9e importance to the third party cash deposits and withdrawa%!
Page | PAGE \* MERGEFORMAT 48
8/10/2019 Rescued Documentffdf
59/65
8/10/2019 Rescued Documentffdf
60/65
8/10/2019 Rescued Documentffdf
61/65
Hu$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
Page | PAGE \* MERGEFORMAT 48
8/10/2019 Rescued Documentffdf
62/65
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
Page | PAGE \* MERGEFORMAT 48
8/10/2019 Rescued Documentffdf
63/65
: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
8/10/2019 Rescued Documentffdf
64/65
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#
#
8/10/2019 Rescued Documentffdf
65/65