Post on 22-Oct-2014
ACKNOWLEDGEMENT
This report has been made possible through support of various people for whom I wish to
express my appreciation and gratitude.
Human being cannot survive in isolation. I owe my sincere and whole hearted thanks to
Mrs. Pooja Kharbanda (BOSH) for constantly guiding me and tackling variety of
problems with implicit patience throughout my research. I would also like to thank the
other members of branch, whose deep concern and interest in project inculcated in me
great inspiration and confidence in taking up this study in right direction. Without their
overall guidance and help the project may not have been completed.
I would also like to express my deep sense of gratitude to my faculty guide Ms. Chand
for her expert guidance, stimulating discussions and constant support throughout the
project.
Finally I am thankful to my family and friends for their support and motivation
throughout.
CONTENTS
Page No.
Introduction 1
Literature Review 4
Research Methodology 6
Data Analysis and Interpretation 11
Findings and Recommendations 66
Conclusion 67
Annexure 69
ii
List of Tables
Page No.
Table 1- Distribution of Products/Services Used 14
Table 2- Satisfaction level 15
Table 3- Awareness about ING Vysya Bank 17
Table 4- Sources of awareness of ING Vysya 18
Table 5- Distribution of General impression/perception about ING Vysya Bank 19
Table 6- Association with ING Vysya Bank 21
Table 7- Bifurcation of Banking services preferred 22
Table 8- Distribution of different forms of investment used by customers 23
Table 9- Summary of the objective of investment 24
Table 10- Division of respondents according to the risk profile 25
Table 11- Distribution of Insurance Policyholders 26
Table 12-Distribution of respondents having Insurance Policies of various Co.’s 27
iii
Table 13- Bifurcation of amount of premium respondents are willing to pay 28
Table 14- Satisfaction level with features of policies of ING 29
Table 15- Management of Mutual Funds at a single point 30
Table 16- Income of respondents 31
Table 17- Age group 32
Table 18- Risk Profile and Age group 34
Table 19- Savings A/C used and Age group 36
Table 20- Mutual Fund Investors and Age group 37
Table 21- Current A/C holders and Age 38
Table 22- Fixed Deposit holders and Age Group 40
Table 23- Life Insurance takers and Age group 41
Table 24- Locker Users and Age group 42
Table 25- Loan takers and Age group 44
Table 26- Capital Protection as objective of investment and Age group 46
Table 27- Capital Growth as objective of investment and Age group 47
Table 28- Income as objective of investment and Age group 49
iv
Table 29- Educational Provision as objective of investment and Age group 50
Table 30- Retirement Provision as objective of investment and Age group 51
Table 31- Capital Protection as objective of investment and Income group 53
Table 32- Capital Growth as objective of investment and Income group 54
Table 33- Income as objective of investment and Income group 56
Table 34- Educational Provision as objective of investment and Income group 57
Table 35- Retirement Provision as objective of investment and Income group 59
v
List of Charts
Page No.
Chart 1- Current Bank Users 13
Chart 2- Chart showing the products/services used 14
Chart 3- Satisfaction level of respondents with existing bank 16
Chart 4- Awareness level of ING Vysya Bank 17
Chart 5- Media of Awareness 18
Chart 6- Perception about ING Vysya Bank 20
Chart 7- Existing Customers of ING Vysya Bank 21
Chart 8- Kind of Banking Services Preferred 22
Chart 9- Forms of Investment 23
Chart 10- Objective of investment 24
Chart 11- Type of risk profile of respondents 25
Chart 12- Insurance Policyholders 26
vi
Chart 13-Distribution of respondents having Insurance Policies of various Co.’s 27
Chart 14- Amount of premium respondents are willing to pay 28
Chart 15- Satisfaction level with features of policies of ING 29
Chart 16- Management of Mutual Fund at a single point 30
Chart 17- Income Group 31
Chart 18- Age group 32
Chart 19- Risk profile and age group 35
Chart 20- Savings A/C usage and Age group 36
Chart 21- Mutual Fund Investors and Age group 38
Chart 22- Current A/C holders and Age group 39
Chart 23- Fixed Deposit holders and Age group 40
Chart 24- Life Insurance Takers and Age group 42
Chart 25- Locker users and Age group 43
Chart 26- Loan takers and Age group 45
Chart 27- Capital Protection as objective of investment and Age group 47
Chart 28- Capital Growth as objective of investment and Age group 48
vii
Chart 29- Income as objective of Investment and Age group 49
Chart 30- Educational Provision as objective of investment and Age group 51
Chart 31- Retirement Provision as objective of investment and Age group 52
Chart 32- Capital Protection as objective of investment and Income group 54
Chart 33- Capital Gsrowth as objective of investment and Income group 55
Chart 34- Income as objective of investment and Income group 57
Chart 35- Educational Provision as objective of investment and Income group 58
Chart 36- Retirement Provision as objective of investment and Income group 60
Chart 37- Return on Capital Employed 62
Chart 38- Return on Assets 62
Chart 39- Asset Turnover Ratio 63
Chart 40- Current Ratio 64
Chart 41- Quick Ratio 65
viii
INTRODUCTION
In the present project “An Analysis of Customer Perception about ING Vysya Bank” I
have tried to unravel the perception and awareness level of consumers regarding ING. I
have also tried to study the various policies and the accounts offered by ING Vysya
Bank. A study of the risk profile of consumers and the type of facilities that they prefer to
avail from their bank has also been done. Also through this project the various forms of
money in which the investors want to invest their money and the objective of their
investment has been known. An effort has also been made to know the amount of
premium an investor is willing to pay for an insurance policy. Besides this the data about
current bank of respondents as well as the facilities that they are availing of their current
bank has been collected.
This project also consists of analysis of the performance of ING Vysya Bank in the last
five years based on calculation of certain ratios. Also some predictions for the year 2012
and 2013 have been made.
Besides these some recommendations for ING have been given which would help the
company to improve its relations with its customers and so as to withstand the fierce
competition from its competitors.
COMPANY PROFILE
ING is a global financial institution of Dutch origin offering banking, insurance and asset
management to over 60 million private, corporate and institutional clients in more than 50
countries. With a diverse workforce of over 114,000 people, ING comprises a broad
spectrum of prominent companies that increasingly serve their clients under the ING
brand.
ING Vysya Bank Limited, is an Indian retail bank, formed after the global financial
institution ING acquired a 44% stake in Vysya Bank Ltd in October 2002, and took over
management of the bank.
On the other hand, ING group originated in 1990 from the merger between Nationale –
Nederlanden NV the largest Dutch Insurance Company and NMB Post Bank Groep NV.
Combining roots and ambitions, the newly formed company called “Internationale
Nederlanden Group”. Market circles soon abbreviated the name to I-N-G. The company
followed suit by changing the statutory name to “ING Group N.V.”.
ING has gained recognition for its integrated approach of banking, insurance and asset
management. Furthermore, the company differentiates itself from other financial service
providers by successfully establishing life insurance companies in countries with
emerging economies, such as Korea, Taiwan, Hungary, Poland, Mexico and Chile.
ING`s mission is to be a leading, global, client-focused, innovative and low-cost provider
of financial services through the distribution channels of the client’s preference in
markets where ING can create value.
In India, ING is present in all three fields of banking, insurance and asset management in
the form of ING, ING Vysya Life Insurance and ING Investment Management
respectively. The presence in all three fields signifies the importance that the group
attaches to the Indian markets and the group's operations here, as well as its bullish future
outlook on the country.
ING Vysya offers a large range of products from banking to insurance to wealth
management. In banking it offers various kinds of accounts depending on the needs of
customers. The types of accounts offered by ING are Orange Savings Account, Formula
Savings Account, Platina Savings Account and in case of current accounts it has Orange
Current Account, Advantage Current Account, General Current Account, Comfort
Current Account and Platina Current Account. Besides this bank also has locker facilities
at most of its branches.
In case of insurance the company has traditional as well as Unit Linked Plans. The
various insurance policies of the company are available to meet the needs of all
customers be it for kids, elders or retired people the company has a wide range. Creating
Life is one of the most popular traditional insurance plan. Easy Life is a ULIP plan and
Freedom Life is a pension plans. Besides these many other plans such as reassuring life,
Creating Star are some other plans offered by the company.
LITERATURE REVIEW
Recently many researchers have shown interest in the field of banking and the customer
perception in this regard. They have carried out numerous studies and observations using
various statistical and scientific tools to illuminate the darkness of this field. Their
findings and suggestions are reviewed here. Some of these are related to the ING Vysya
Bank and some are not.
Mr. Rajesh Chakrabarti in the year 2005 in his report titled Banking in India – Reforms
and Reorganization discussed about the transformation that is going about in the banking
industry in India. According to his report the performance of the banks has improved
slightly over time. The banking sector as a whole and particularly the public sector banks
still suffer from considerable NPAs, but the situation has improved over time. New legal
developments like the SARFAESI Act provide new options to banks in their struggle
against NPAs. Over time, the Indian banking industry has become more competitive and
less concentrated. The new private sector banks have been the most efficient according to
the findings of his report.
Dr. Hema Bhalakrishnan carried out a research on the topic “A Study on Customer
Perception in Banking Industry Using Gap Analysis” in the year 1999. The objectives of
this study were to evaluate the different factors considered by the investors while making
investments, to study the services provided by Private Sector and Public Sector banks and
the performance of it and to analyze the service facilities those are being effectively
utilized by customers. This study concluded that easy access is the considered as the most
important factor as compared to others and also that the customers’ expectations from
ICICI bank are more as compared to some other public and private banks.
Another research was carried on by Mr. Vipul in the year 2009. The project was on
Citibank titled as “Project on Financial Services of Citi Bank.” The main objectives of
this project were to study the consumers’ perceptions about various banks, to know the
level of awareness among consumers about Citibank, to collect various suggestions from
consumers to make Citibank better one, to identify the key factors of consumer
satisfaction in this industry and to have a comparative analysis of the customer
satisfaction level for the various banks.. The research had main findings that most of
people like to have their account with ICICI bank and also people felt the need of more
ATM’s of Citibank in North Delhi.
Mr. Vikash Kumar Mishra carried a project study on “The environmental factors
responsible for IDBI Bank’s performance (Positively& Negatively) in SAKET” in the
year 2008 To know about environmental factors affecting IDBI Bank’s performance.
The objectives of this study were to analyze the role of advertisement for bank
performance, to know the perception and conception of customers towards
banking products and specially focused for IDBI Bank’s product and to explore the
potential areas for the new bank branches. The key findings of this study were that
credibility of IDBI bank is good in comparison to its competitors as GOI (Government of
India) is a major share holder in the company, IDBI bank has tapped a good market share
in Saket region and hence has opportunities for growth and the network of IDBI in Saket
is lagging behind a little than its competitors like ICICI bank and HDFC bank
Mr. Ashutosh in the year 2008 another survey titled as “HDFC Bank - Customer
Satisfaction Levels”. The study focused on measurement of customer satisfaction related
to services offered by HDFC Bank. The study also included rating of the products of
HDFC Bank and also the rating of overall experience. Besides this overall satisfaction
level of customers was also found out. The main results of this survey were that most of
the customers of HDFC Bank are loyal and they recommend the products of bank to
others. Also 63% of the customers of the bank are satisfied with its services and products.
In all these projects the objective of the projects have mainly been to study about the
perception and awareness level of customers however in case of my present project the
objectives are also to get an idea about the various products/services used by the
respondents and to know their interest level to get associated with ING Vysya bank.
RESEARCH METHODOLOGY
Research Objectives
To know the level of awareness among customers about ING Vysya Bank.
To know the interest level of the customers to get associated with ING Vysya
Bank.
To study the customers’ perception about various products offered by ING
Vysya Bank.
To get an idea of the various banking products/services used by customers.
To study the performance of ING Vysya Bank over the past 5 years.
Research Methodology
Methodology includes a philosophically coherent collection of theories, concepts or ideas
as they relate to a particular discipline or field of inquiry.
Methodology refers to more than a simple set of methods; rather it refers to the rationale
and the philosophical assumptions that underlie a particular study relative to the scientific
method. This is why scholarly literature often includes a section on the methodology of
the researchers. This section does more than outline the researchers’ methods (as in, “We
conducted a survey of 50 people over a two-week period and subjected the results to
statistical analysis”, etc.); it might explain what the researchers’ ontological or
epistemological views are.
The objective of this project has been to learn about the perception of consumers about
the various products offered by ING Vysya Bank. Also to see the awareness of customers
about the bank and its products. Besides this through this project an effort has also been
made to unveil the risk profile of consumers.
Research Design
It is a plan outlining how information is to be gathered for an assessment or evaluation
that includes identifying the data gathering method, the instruments to be used or created,
how the instruments will be administered, and how the information will be organized and
analyzed.
In the present research Quantitative Research methods have been used. Quantitative
marketing research is the application of quantitative research techniques to the field of
marketing. In the present project I have used questionnaires as a method for conducting
the primary research.
Research Instruments
The kind of research instruments one uses greatly helps in realizing the reliability and
validity of a research. In the present research I have used questionnaires as our research
instrument.
In the present research on ING Vysya Bank I have used “Structured Non-Disguised
Questionnaire”
Data Collection
Primary Data
In this project data have been collected from the sample of 108 people from various
walks of life, but basically I have focused on people from middle class, upper middle
class and elite class of the society.I came to know about the perceptions of consumers
regarding the policies of bank through a well designed questionnaire.
Secondary Data
In the project the information is collected from different sources about the bank and that
of its products from Annual Report of the company.
Sampling
Sampling is that part of statistical practice concerned with the selection of individual
observations intended to yield some knowledge about a population of concern, especially
for the purposes of statistical inference. Each observation measures one or more
properties (weight, location, etc.) of an observable entity enumerated to distinguish
objects or individuals. Survey weights often need to be applied to the data to adjust for
the sample design. Results from probability theory and statistical theory are employed to
guide practice.
In this research on “ING Vysya Bank” I have followed the following steps:
1. Target Population: The target population used for sample selection here is the
people who have Account with the bank.
2. Geographical Spread of the target population (Sampling Frame): The area of
research is North India. In north India also parts of Delhi were the areas for
primary data collection by way of Questionnaires.
3. Sampling Method Used: Here the Non- Probability Sampling methods which are
Convenience Sampling and Snowball Sampling have been used.
4. Sample size: the sample size is 108.
Data Analysis Techniques Used
Analysis of data is a process of inspecting, cleaning, transforming, and modeling data
with the goal of highlighting useful information, suggesting conclusions, and supporting
decision making. Data analysis has multiple facets and approaches, encompassing diverse
techniques under a variety of names, in different business, science, and social science
domains.
The various data analysis used in the present research is as follows:
Descriptive Data Analysis
Descriptive analysis is used to describe the basic features of the data in a study. They
provide simple summaries about the sample and the measures. Together with simple
graphics analysis, they form the basis of virtually every quantitative analysis of data.
Frequency Distribution have been used in the present project along with Cross tabs using
Chi square test have been done in the present project.
Software Used
For the better presentation and right explanation I used tools of statistics and computer
very frequently which I used for project from statistics are-
Bar Charts
Pie charts
Tables
Bar charts and pie charts are really useful tools for every research to show the result in a
well clear, ease and simple way. Because I used bar charts and pie charts in project for
showing data in a systematic way, so it need not necessary for any observer to read all the
theoretical detail, simple on seeing the charts any body could know that what is being
said.
MS- Excel- Above application software of Microsoft helped me a lot in making
project more interactive and productive. Microsoft-Excel had a great role in my project, it
created for me a situation of “you sit and get”. I provided it simply all the detail of data
and in return it given me all the relevant information. With the help of MS Excel the fifth
objective of the research has been fulfilled.
MS-Word- Microsoft-Word did help me for the documentation of the project in a
presentable form.
SPSS (originally, Statistical Package for the Social Sciences) has been used to analyse
the data. In the present project descriptive analysis has been used to fulfill the first four
objectives of research.
Chi-Square Test: Chi square test helps to find the significant relation between two
variables wherein the Null hypothesis is that there is no significant relationship
between two variables and the Alternate hypotheses is that there is significant
relationship between the two variables. If the value of alpha is less than 0.05 then
null hypotheses is rejected. In this project chi square test have been used with
cross tabs to find the significant relation between two variables.
DATA ANALYSIS AND INTERPRETATION
QUESTIONNAIRE ANALYSIS
Present Banker
Chart 1- Current Bank Users
Current Bank
2
11
12
13
2
4
1
4
9
2
15
13
3
1
3
1 1 1 1
2
3
1 1
2
0
2
4
6
8
10
12
14
16
1
Bank of Baroda
Axis Bank
HDFC Bank
ICICI Bank
IDBI Bank
Allahabad Bank
Canara Bank
Oriental Bank of Commerce
Punjab National Bank
Kotak Mahindra
ING Vysya
State Bank of India
Union Bank of India
Standard Chartered Bank
Punjab & Sind Bank
Vijaya Bank
HSBC
Citibank
J&K Bank
Indian Bank
Syndicate Bank
UCO Bank
Corporation Bank
State Bank of Bikaner
Source: Data collected through questionnaire
Chart 1 shows that in the primary research conducted on 108 respondents, maximum of
them used ING Vysya Bank as their current bank. 13.8% of the respondents use ING
Vysya Bank for their banking needs. This is followed by State Bank of India and ICICI
Bank with 12% of the respondents using it as their primary bank currently. HDFC Bank
is the third most widely used bank with 11.1% respondents using its services. This is
followed by Axis Bank with 10.1% using it. Punjab National Bank has 8.33% Allahabad
Bank and Oriental Bank of Commerce have 3.7% respondents each using its services.
Syndicate Bank, Punjab & Sind Bank and Union Bank of India have 2.78% respondents
each in their share. Banks like State Bank of Bikaner, Indian Bank, Kotak Mahindra,
IDBI and Bank of Baroda have 1.85% respondents each using it. Canara Bank, Citibank,
Standard Chartered Bank, HSBC, Vijaya Bank, J& K Bank, UCO Bank and Corporation
Bank have 0.93% respondents each using it.
Products/Services Availed from current bank
Table 1- Distribution of Products/Services Used
Savings
A/C
Mutual
Fund
Current
A/C
Fixed
Deposit
Life
Insurance
Locker Loan
108 13 7 32 19 19 9
Chart 2- Chart showing the products/services used
What products/services are you currently availing from your current bank
108
137
3219 19
9
0
20
40
60
80
100
120
SavingsA/C
MutualFund
CurrentA/C
FixedDeposit
LifeInsurance
Locker Loan
Source: Data collected through questionnaire.
Through Table 1 and Chart 2 it can be seen that out of the 108 respondents on whom
research was conducted all 108 respondents i.e. 100% availed Savings A/C in their
current banks. Next most widely used service being that of fixed deposits with 29.62%
respondents using this facility. 17.59% respondents each availed Locker Facility and Life
Insurance with their current bank. 12.03% respondents had Mutual Funds from their
current bank while 8.33% availed loan facility from their current bank and only 6.48%
respondents availed the current account facility. This shows that people mainly use the
Saving A/C and Fixed deposit facility from their primary banks.
Satisfaction Level from Existing Bank
Table 2- Satisfaction level
How happy you are with the services provided by your existing bank?
Frequency Percent Valid Percent
Cumulative
Percent
Valid Highly Satisfied 30 27.5 27.8 27.8
Satisfied 65 59.6 60.2 88.0
Neither Satisfied nor
Dissatisfied
10 9.2 9.3 97.2
Dissatisfied 2 1.8 1.9 99.1
Highly Dissatisfied 1 .9 .9 100.0
Total 108 99.1 100.0
Missing System 1 .9
Total 109 100.0
Chart 3- Satisfaction level of respondents with existing bank
Source: Data collected through questionnaire
According to table 2 and chart 3, 60.18% of the total respondents are satisfied with their
current bank while 27.7% are highly satisfied from their current bank, only 1.85% are
dissatisfied while 0.92% people are highly dissatisfied. Whereas of the respondents
9.26% are such who are neither satisfied nor dissatisfied from the services provided by
their current bank.
Awareness of ING Vysya Bank before this survey
Table 3- Awareness about ING Vysya Bank
Before this survey, how often had you heard of ING Vysya Bank Ltd?
Frequency Percent Valid Percent
Cumulative
Percent
Valid I've never heard before 2 1.9 1.9 1.9
I’ve seen or heard a few
times
78 72.2 72.2 74.1
I see or hear frequently 28 25.9 25.9 100.0
Total 108 100.0 100.0
Chart 4- Awareness level of ING Vysya Bank
Source: Data collected through questionnaire
According to the responses in table 3 and chart 4, most of the respondents i.e. 72.2% had
seen or heard about the ING Vysya Bank a few times while 25.9% of respondents had
seen or heard about it frequently and only 1.9% had never heard about it which shows
that people are somewhat aware about ING Vysya Bank and so its advertisement is
effective to some extent.
Media from which heard about ING Vysya Bank
Table 4- Sources of awareness of ING Vysya
How did you come to know about ING Vysya Bank?
Frequency Percent Valid Percent
Cumulative
Percent
Valid Newspaper 26 24.1 24.1 24.1
Television 37 34.3 34.3 58.3
Word of Mouth 45 41.7 41.7 100.0
Total 108 100.0 100.0
Chart 5- Media of Awareness
Source: Data collected through questionnaire
From Table 4 and chart 5 it can be seen that most of the respondents 47.1% came to
know about ING Vysya Bank through Word of Mouth while 34.3% came to know about
it through television and remaining 24.1% through newspapers so in all a total of 58.4%
respondents came to know about ING Vysya Bank through either print media or
television which again shows the effectiveness of its advertisements. However Radio was
also one of the options in this question but the respondents for that option were nil.
General impressions/perception about ING Vysya Bank
Table 5- Distribution of General impression/perception about ING Vysya Bank
What are your general impressions of ING Vysya Bank?
Frequency Percent Valid Percent
Cumulative
Percent
Valid High quality services and
reliability
28 25.9 25.9 25.9
Average quality services and
dependability
79 73.1 73.1 99.1
Low quality services and
reliability
1 .9 .9 100.0
Total 108 100.0 100.0
Chart 6- Perception about ING Vysya Bank
Source: Data collected through questionnaire
From table 5 and chart 6 it can be analyzed that most of the respondents to this question
said that they have an impression that ING Vysya Bank is a bank which provides
Average Quality Services and Dependability. 73.1% respondents believed that ING
provides Average Quality Services and Dependability while 25.9% respondents believed
that ING Bank provides High Quality Services and Reliability and only 0.9% respondents
said that they had an impression that ING Bank provides Low Quality services and is not
reliable. This shows that most people think and have an impression that ING is a reliable
and dependable bank which is good for the bank as it has a positive image in the minds of
people.
Association with ING Vysya bank
Table 6- Association with ING Vysya Bank
Are you associated with ING Vysya Bank?
Frequency Percent Valid Percent
Cumulative
Percent
Valid Yes 24 22.2 22.2 22.2
No 84 77.8 77.8 100.0
Total 108 100.0 100.0
Chart 7- Existing Customers of ING Vysya Bank
Source: Data collected through questionnaire
From table 6 and chart 7 it shows that in this survey 22.2% people were associated with
ING Bank while 77.8% people were not associated with the bank.
Kind of banking services preferred
Table 7- Bifurcation of Banking services preferred
What kind of banking services you generally wish to use?
Frequency Percent Valid Percent
Cumulative
Percent
Valid High priority services 58 53.7 53.7 53.7
Normal Services 50 46.3 46.3 100.0
Total 108 100.0 100.0
Chart 8- Kind of Banking Services Preferred
Source: Data collected through questionnaire
The responses in table 7 and the analysis in chart 8 shows that 53.7% people prefer to use
high priority services while 46.3% people prefer using normal banking services. This
shows that in today’s busy life people prefer high priority services wherein their
requirement are fulfilled at a faster pace as compared to the normal services.
Forms of investment
Table 8- Distribution of different forms of investment used by customers
Fixed
Deposit
Equity Mutual
Fund
Gold Life Insurance Government
68 22 22 32 72 6
Chart 9- Forms of Investment
In which all forms do you invest money?
68
22
2232
72
6
Fixed Deposit
Equity
Mutual Fund
Gold
Life Insurance
Government
Source: Data collected through questionnaire
Through table 8 and chart 9 the various forms of money in which people invest money
was found. Most of the respondents i.e. 66.67% respondents invest their money in Life
Insurance followed by Fixed Deposits where 62.9% respondents invest their money. The
other form in which most people invest their money is Gold where 29.62% people invest.
In case of Equity and Mutual Funds 20.37% each is the percentage of respondents who
invest their money in this form. Government is the least favorite form of investment
according to this survey as only 5.5% respondents invest in this form. This shows that
traditional form of investments which are Fixed Deposit and Life Insurance are still the
most favorite options for people to invest their money.
Objective of your investment
Table 9- Summary of the objective of investment
Capital
Protection
Capital
Growth
Income Educational
Provision
Retirement
Provision
36 41 63 8 14
Chart 10- Objective of investment
36
41
63
8
14
0 10 20 30 40 50 60 70
Capital Protection
Capital Growth
Income
Educational Provision
Retirement Provision
What is the objective of your investment?
Source: Data collected through questionnaire
According to the responses as concluded in table 9 and chart 10 main objective of most of
people to invest their money is Income as 58.33% respondents gave this answer while
37.9% respondents said that their main objective of investment was Capital Growth and
33.33% respondents said that Capital protection was their objective of investment.
12.96% respondents said that their objective of investment is Retirement Provision and
only 7.4% respondents said that they invest their money with the objective of Educational
Provision. This shows that most of the people invest with the objective of getting some
income out of their investments.
Type of risk profile
Table 10- Division of respondents according to the risk profile
What type of risk profile describes you?
Frequency Percent Valid Percent
Cumulative
Percent
Valid High Risk Taker 13 12.0 12.0 12.0
Medium Risk Taker 64 59.3 59.3 71.3
Low Risk Taker 31 28.7 28.7 100.0
Total 108 100.0 100.0
Chart 11- Type of risk profile of respondents
Source: Data collected through questionnaire
Through table 10 and chart 11 the amount of risk respondents are willing to take can be
known. As per the responses to this question most of the respondents i.e. of this survey
i.e. 59.3% are medium risk takers and 28.7% are low risk takers whereas the remaining
12% are high risk takers. This shows that people are risk averse and do not prefer a high
amount of risk.
Insurance policy Holder of ING Vysya
Table 11- Distribution of Insurance Policyholders
Have you taken any insurance policy of ING Vysya?
Frequency Percent Valid Percent
Cumulative
Percent
Valid Yes 13 12.0 12.0 12.0
No 95 88.0 88.0 100.0
Total 108 100.0 100.0
Chart 12- Insurance Policyholders
Source: Data collected through questionnaire
From table 11 and chart 12, 88% of the respondents did not have an insurance policy of
ING Vysya Bank and only 12% had the insurance policy of ING Vysya Bank.
Insurance policy holders of other companies
Table 12-Distribution of respondents having Insurance Policies of various Co.’s
LIC ICICI Aviva Bajaj Allianz Tata
AIG
Birla
Sunlife
Kotak
Mahindra
91 36 14 12 6 7 4
Chart 13-Distribution of respondents having Insurance Policies of various Co.’s
Which Comapany's Insurance Policy do you have?
91
36
14 126 7 4
01020
3040506070
8090
100
LIC ICICI Aviva BajajAllianz
Tata AIG BirlaSunlife
KotakMahindra
Source: Data collected through questionnaire
Through table 12 and chart 13 it can be concluded that 84.25% people had Insurance
Policy offered by LIC, 33.33% had Insurance Policy of ICICI, 12.96% had Insurance
Policy offered by Aviva, 11.11% had policy of Bajaj Allianz, 6.48% had the policy of
Birla Sunlife, 5.56% had the policy of Tata AIG and 3.7% had the policy of Kotak
Mahindra. This result shows that even after 50 years LIC is still the trusted name for
people in case of Insurance Policy followed by ICICI and Aviva. It shows that Private
players have not been able to take away the share of LIC.
Amount of premium a person is willing to pay per year for an insurance policy
Table 13- Bifurcation of amount of premium respondents are willing to pay
What amount of premium are you willing to pay per year for an insurance policy?
Frequency Percent Valid Percent
Cumulative
Percent
Valid Below Rs 10000 24 22.2 22.2 22.2
Rs 10000- 20000 22 20.4 20.4 42.6
Rs 20000-30000 31 28.7 28.7 71.3
Rs 30000-40000 13 12.0 12.0 83.3
Rs 40000 and above 18 16.7 16.7 100.0
Total 108 100.0 100.0
Chart 14- Amount of premium respondents are willing to pay
Source: Data collected through questionnaire
From table 13 and chart 14 it can be seen that most of the people are willing to pay
premium in the range of Rs 20000- 30000 which has 28.7% respondents in its favour out
of the total respondents. Next closest amount of premium that respondents are willing to
pay is below Rs 10000 with 22.2% respondents in its favour and the range of premium
between Rs 10000-20000 has 20.4% in its favor. 16.7% people are willing to premium
above Rs 40000 and 12% are willing to pay premium in the range of Rs 30000-40000.
This shows that Rs 30000-40000 is the comfortable amount of premium which people are
willing to pay.
Level of Satisfaction with the features offered by policies of ING Vysya
Table 14- Satisfaction level with features of policies of ING
Are you satisfied with the features offered by policies of ING Vysya ?
Frequency Percent Valid Percent
Cumulative
Percent
Valid Yes 57 52.8 52.8 52.8
No 51 47.2 47.2 100.0
Total 108 100.0 100.0
Chart 15- Satisfaction level with features of policies of ING
Source: Data collected through questionnaire
From table 14 and chart 15, out of the total 108 respondents 52.8% are satisfied with the
features offered by policies of ING Vysya Bank while the remaining 47.2% are not
satisfied with its features. This shows that the policies of ING have good features
according to the responses and so the company can win many customers due to this plus
point.
Mutual Funds to be managed at a single point rather than scattered
Table 15- Management of Mutual Funds at a single point
If you invest in mutual funds more frequently, would you like all your funds to be
managed and controlled at a single point rather than scattered?
Frequency Percent Valid Percent
Cumulative
Percent
Valid Yes ofcourse 43 39.8 39.8 39.8
I am not sure 62 57.4 57.4 97.2
It's not possible 3 2.8 2.8 100.0
Total 108 100.0 100.0
Chart 16- Management of Mutual Fund at a single point
Source: Data collected through questionnaire
From table 15 and chart 16 it can be found that most of the respondents were not sure
whether the funds managed and controlled at a single point is a right thing or not as
57.4% people opted for this option while 39.8% respondents believed that they would
like all their funds to be managed and controlled at a single point rather than scattered
and only 2.8% said that its not possible to do so.
Income group
Table 16- Income of respondents
Which Income group do you fall in?
Frequency Percent Valid Percent
Cumulative
Percent
Valid Below Rs 300000 49 45.4 45.4 45.4
Rs 300000-500000 34 31.5 31.5 76.9
Above Rs 500000 25 23.1 23.1 100.0
Total 108 100.0 100.0
Chart 17- Income Group
Source: Data collected through questionnaire
Table 16 and chart 17 show that Majority of the respondents are from the income group
below 3 lacs which is 45.4% , 31.5% respondents are from the income group 3-5 lacs and
23.1% are from the income group of 5 lacs and above.
Age group
Table 17- Age group
Which age group do you fall in?
Frequency Percent Valid Percent
Cumulative
Percent
Valid 18-25 Years 42 38.9 38.9 38.9
25-35 Years 31 28.7 28.7 67.6
35-45 Years 14 13.0 13.0 80.6
45-55 Years 11 10.2 10.2 90.7
Above 55 Years 10 9.3 9.3 100.0
Total 108 100.0 100.0
Chart 18- Age group
Source: Data collected through questionnaire
From table 17 and chart 18, the majority of respondents are from the age group of 18-25 years.
Having a total percentage of 38.9% .The age group with the next highest responses is the age
group of 25-35 years with, a total of 28.7% respondents. 13% of the respondents are from the age
group of 35-45 years, 10.2%are from the age group of 45-55 years and 9.3% are 55 years and
above. A deliberate attempt was made to have the maximum number of responses from the age
group of 25-45 years as this age group consists of the main target group of investors.
CROSSTABS
Risk ProfileVS
Age Group
Table 18- Risk profile and age group
Count
Which age group do you fall in?
Total18-25 Years
25-35 Years
35-45 Years
45-55 Years
Above 55 Years
What type of risk profile describes you?
High Risk Taker
3 3 3 3 1 13
Medium Risk Taker
28 24 6 4 2 64
Low Risk Taker
11 4 5 4 7 31
Total 42 31 14 11 10 108
Chi-Square Tests
Value df
Asymp. Sig. (2-
sided)
Pearson Chi-Square 19.679a 8 .012
Likelihood Ratio 18.989 8 .015
Linear-by-Linear Association 1.413 1 .235
N of Valid Cases 108
a. 7 cells (46.7%) have expected count less than 5. The minimum
expected count is 1.20.
Chart 19- Risk profile and age group
Source: Data collected through questionnaire
From the above table 18 and chart 19 it can be seen that a total of 64 respondents out of
108 i.e. 59.2% respondents are medium risk takers and of these maximum i.e. 28
(43.75%) are from the age group of 18-25 years and 24 in the age group of 25-35 years
(35.29%). Next highest number is that of low risk takers with 31 out of 108 (28.7%)
respondents being low risk takers of which 11 respondents (35.48%) fall in the age group
of 18-25 years.
Products/Services
VSAge Group
Table 19- Savings A/C used and Age group
Crosstab
Count
Which age group do you fall in?
Total18-25 Years 25-35 Years 35-45 Years 45-55 Years Above 55 Years
What products/services are
you currently availing from
your current bank?- Savings
A/C
Yes 42 31 14 11 10 108
Total 42 31 14 11 10 108
Chart 20- Savings A/C usage and Age group
Source: Data collected through questionnaire
Using table 19 and chart 20 it can be said that in the sample size of 108 respondents, all
the 108 respondents i.e. 100% are using savings account. In the age group of 18-25 years
however this usage is the maximum of all wherein 42 respondents out of 108 i.e. 38.9%
are using this facility.
Table 20- Mutual Fund Investors and Age group
Crosstab
Count
Which age group do you fall in?
Total18-25 Years 25-35 Years 35-45 Years 45-55 Years
Above 55
Years
What products/services
are you currently
availing from your
current bank?- Mutual
Fund
Yes 2 3 3 4 1 13
No 40 28 11 7 9 95
Total 42 31 14 11 10 108
Chi-Square Tests
Value Df
Asymp. Sig. (2-
sided)
Pearson Chi-Square 9.616a 4 .047
Likelihood Ratio 8.151 4 .086
Linear-by-Linear Association 4.206 1 .040
N of Valid Cases 108
a. 4 cells (40.0%) have expected count less than 5. The minimum
expected count is 1.20.
Chart 21- Mutual Fund Investors and Age group
Source: Data collected through questionnaire
Using table 20 and chart 21 we see that only 13 respondents out of 108 respondents are
using Mutual Funds facility from their current bank. Of these 13 respondents also
maximum are from the age group of 45-55 years. In this age group 31% respondents are
using this facility.
Table 21- Current A/C holders and Age
Crosstab
Which age group do you fall in?
Total18-25 Years 25-35 Years 35-45 Years 45-55 Years
Above 55
Years
What products/services
are you currently availing
from your current bank?-
Current A/C
Yes 4 2 1 0 0 7
No 38 29 13 11 10 101
Total 42 31 14 11 10 108
Chi-Square Tests
Value Df
Asymp. Sig. (2-
sided)
Pearson Chi-Square 2.107a 4 .716
Likelihood Ratio 3.390 4 .495
Linear-by-Linear Association 1.837 1 .175
N of Valid Cases 108
a. 5 cells (50.0%) have expected count less than 5. The minimum
expected count is .65.
Chart 22- Current A/C holders and Age group
Source: Data collected through questionnaire
Using table 21 and chart 22 it can be found out that in case of Current A/C only 7
respondents out of the 108 respondents are using this facility from their current bank. Of
these 7 respondents maximum respondents are from the age group of 18-25 years. This
means in all only 6.48% respondents are using this facility and out of these 6.48%
respondents almost 57% are from the age group of 18-25 years.
Table 22- Fixed Deposit holders and Age Group
Crosstab
Count
Which age group do you fall in?
Total18-25 Years 25-35 Years 35-45 Years 45-55 Years Above 55 Years
What products/services are
you currently availing from
your current bank?- Fixed
Deposit
Yes 6 9 4 7 6 32
No 36 22 10 4 4 76
Total 42 31 14 11 10 108
Chi-Square Tests
Value df
Asymp. Sig. (2-
sided)
Pearson Chi-Square 15.280a 4 .004
Likelihood Ratio 14.828 4 .005
Linear-by-Linear Association 13.480 1 .000
N of Valid Cases 108
a. 3 cells (30.0%) have expected count less than 5. The minimum
expected count is 2.96.
Chart 23- Fixed Deposit holders and Age group
Source: Data collected through questionnaire
From table 22 and chart 23 we can see out of total 108 respondents only 32 respondents
which means 29.62% are using the facility of Fixed Deposit from their current bank. Out
of these 29.62% respondents maximum respondents which is 9 i.e. 28.12% are from the
age group of 25-35 years. Next closest number is in the age group of 45-55 years where 7
respondents or 21.8% are using this facility. In the age group of 18-25 years and above 55
years the numbers of respondents using this facility are the same which is 6 or 18.75%.
However in the age group of 35-45 years least number of respondents i.e. 4 or 12.5% are
using this facility.
Table 23- Life Insurance takers and Age group
Crosstab
Count
Which age group do you fall in?
Total18-25 Years 25-35 Years 35-45 Years 45-55 Years Above 55 Years
What products/services are
you currently availing from
your current bank?- Life
Insurance
Yes 6 7 2 3 1 19
No 36 24 12 8 9 89
Total 42 31 14 11 10 108
Chi-Square Tests
Value Df
Asymp. Sig. (2-
sided)
Pearson Chi-Square 2.063a 4 .724
Likelihood Ratio 2.031 4 .730
Linear-by-Linear Association .022 1 .881
N of Valid Cases 108
a. 3 cells (30.0%) have expected count less than 5. The minimum
expected count is 1.76.
Chart 24- Life Insurance Takers and Age group
Source: Data collected through questionnaire
From table 23 and chart 24, 19 respondents out of total 108 which are almost 17.59% are
using life insurance from their current bank. Out of these 17.59% respondents maximum
respondents are from the age group of 25-35 years, in this age group 7 respondents i.e.
36.84% are using life insurance while the next closest number is in the age group of 18-
25 years wherein 6 respondents i.e. 31.57% are using this product. So in the age group
18-35 years maximum people are using this product.
Table 24- Locker Users and Age group
Crosstab
Count
Which age group do you fall in?
Total18-25 Years 25-35 Years 35-45 Years 45-55 Years Above 55 Years
What products/services are
you currently availing from
your current bank?- Locker
Yes 2 11 2 3 1 19
No 40 20 12 8 9 89
Total 42 31 14 11 10 108
Chi-Square Tests
Value df
Asymp. Sig. (2-
sided)
Pearson Chi-Square 12.828a 4 .012
Likelihood Ratio 13.193 4 .010
Linear-by-Linear Association .845 1 .358
N of Valid Cases 108
a. 3 cells (30.0%) have expected count less than 5. The minimum
expected count is 1.76.
Chart 25- Locker users and Age group
Source: Data collected through questionnaire
From table 24 and chart 25, 19 respondents out of the total 108 respondents are using the
locker services from their current bank. Of these 19 respondents maximum respondents
are in the age group of 25-35 years. In this age group maximum people i.e. 11
respondents are using this service which is 57.8%.
Table 25- Loan takers and Age group
Crosstab
Count
Which age group do you fall in?
Total18-25 Years 25-35 Years 35-45 Years 45-55 Years
Above 55
Years
What products/services
are you currently availing
from your current bank?-
Loan
Yes 3 0 2 3 1 9
No 39 31 12 8 9 99
Total 42 31 14 11 10 108
Chi-Square Tests
Value df
Asymp. Sig. (2-
sided)
Pearson Chi-Square 8.747a 4 .068
Likelihood Ratio 9.466 4 .050
Linear-by-Linear Association 2.528 1 .112
N of Valid Cases 108
a. 5 cells (50.0%) have expected count less than 5. The minimum
expected count is .83.
Chart 26- Loan takers and Age group
Source: Data collected through questionnaire
From table 25 and chart 26 we can see that of the total 108 respondents only 9
respondents which is only 8.33% in all are using the service of loans from their current
bank. Of these 9 respondents also only 3 respondents each are using this service in the
age group of 18-25 years and 45-55 years which comes out to be 33.33% each.
Objective of Investment
VS
Age Group
Table 26- Capital Protection as objective of investment and Age Group
Crosstab
Count
Which age group do you fall in?
Total18-25 Years 25-35 Years 35-45 Years 45-55 Years Above 55 Years
What is the objective of your
investment?- Capital
Protection
Yes 15 10 6 1 4 36
No 27 21 8 10 6 72
Total 42 31 14 11 10 108
Chi-Square Tests
Value df
Asymp. Sig. (2-
sided)
Pearson Chi-Square 3.804a 4 .433
Likelihood Ratio 4.470 4 .346
Linear-by-Linear Association .217 1 .641
N of Valid Cases 108
a. 3 cells (30.0%) have expected count less than 5. The minimum
expected count is 3.33.
Chart 27- Capital Protection as objective of investment and Age Group
Source: Data collected through Questionnaire
From table 26 and chart 27, 36 respondents out of 108 respondents i.e. 33.33% say that
the objective of their investment is capital protection. In these 32 respondents maximum
respondents fall in the age group of 18-25 years. 15 respondents i.e. 46.87% respondents
fall in this group showing that people in this age group want capital protection.
Table 27- Capital Growth as objective of investment and Age group
Crosstab
Count
Which age group do you fall in?
Total18-25 Years 25-35 Years 35-45 Years 45-55 Years Above 55 Years
What is the objective of your
investment?- Capital Growth
Yes 8 17 6 6 4 41
No 34 14 8 5 6 67
Total 42 31 14 11 10 108
Chi-Square Tests
Value df
Asymp. Sig. (2-
sided)
Pearson Chi-Square 11.574a 4 .021
Likelihood Ratio 12.074 4 .017
Linear-by-Linear Association 3.784 1 .052
N of Valid Cases 108
a. 2 cells (20.0%) have expected count less than 5. The minimum
expected count is 3.80.
Chart 28- Capital Growth as objective of investment and Age group
From table 27 and chart 28, 41 respondents out of total 108 respondents say that their
objective of investment is capital growth this shows that around 38% people want capital
growth. Of these 41 respondents maximum respondents fall in the age group of 25-35
years with 17 respondents i.e. 41.4% falling in this age group.
Table 28- Income as objective of investment and Age group
Crosstab
Count
Which age group do you fall in?
Total18-25 Years 25-35 Years 35-45 Years 45-55 Years Above 55 Years
What is the objective of your
investment?- Income
Yes 24 18 6 9 6 63
No 18 13 8 2 4 45
Total 42 31 14 11 10 108
Chi-Square Tests
Value Df
Asymp. Sig. (2-
sided)
Pearson Chi-Square 3.913a 4 .418
Likelihood Ratio 4.164 4 .384
Linear-by-Linear Association .353 1 .552
N of Valid Cases 108
a. 2 cells (20.0%) have expected count less than 5. The minimum
expected count is 4.17.
Chart 29- Income as objective of Investment and Age group
Source: Data collected through questionnaire
From table 28 and chart 29, of all the options maximum people said that income is their
objective of investment. 63 respondents out of the total 108 respondents opted for this
which means that 58.33% invest with the objective of earning income. In these 63
respondents maximum are from the age group of 18-25 years with 38% respondents in
this age group.
Table 29- Educational Provision as objective of investment and Age group
Crosstab
Count
Which age group do you fall in?
Total18-25 Years 25-35 Years 35-45 Years 45-55 Years Above 55 Years
What is the objective of your
investment?- Educational
Provision
Yes 2 2 1 3 0 8
No 40 29 13 8 10 100
Total 42 31 14 11 10 108
Chi-Square Tests
Value df
Asymp. Sig. (2-
sided)
Pearson Chi-Square 7.600a 4 .107
Likelihood Ratio 6.027 4 .197
Linear-by-Linear Association .812 1 .367
N of Valid Cases 108
a. 5 cells (50.0%) have expected count less than 5. The minimum
expected count is .74.
Chart 30- Educational Provision as objective of investment and Age group
Source: Data collected through questionnaire
From table 29 and chart 30, only 8 respondents out of the total 108 respondents invest
with the objective of educational provision. This means that just 7.4% respondents have
this objective. Of these 7.4% 2 respondents each or 25% each fall in the age group of 18-
25 years and 25-35 years.
Crosstabs
Which age group do you fall in?
Total18-25 Years 25-35 Years 35-45 Years 45-55 Years Above 55 Years
What is the objective of your
investment?- Retirement
Provision
Yes 4 4 1 4 1 14
No 38 27 13 7 9 94
Total 42 31 14 11 10 108
Table 30- Retirement Provision as objective of investment and Age group
Chi-Square Tests
Value df
Asymp. Sig. (2-
sided)
Pearson Chi-Square 6.277a 4 .179
Likelihood Ratio 4.921 4 .295
Linear-by-Linear Association 1.137 1 .286
N of Valid Cases 108
a. 4 cells (40.0%) have expected count less than 5. The minimum
expected count is 1.30.
Chart 31- Retirement Provision as objective of investment and Age group
Source: Data collected through questionnaire
From table 30 and chart 31, only 14 respondents out of the total 108 respondents i.e. only
12.96% people say that their objective of investment is retirement provision. Of these
respondents 4 respondents each fall in the age group of 18-25 years, 25-35 years and 45-
55 years i.e. 28.5% in each category.
Objective of InvestmentVS
Income
Table 31- Capital Protection as objective of investment and Income group
Crosstab
Count
Which Income group do you fall in?
Total
Below Rs
300000
Rs 300000-
500000
Above Rs
500000
What is the objective of your
investment?- Capital
Protection
Yes 18 10 8 36
No 31 24 17 72
Total 49 34 25 108
Chi-Square Tests
Value df
Asymp. Sig. (2-
sided)
Pearson Chi-Square .510a 2 .775
Likelihood Ratio .512 2 .774
Linear-by-Linear Association .260 1 .610
N of Valid Cases 108
a. 0 cells (.0%) have expected count less than 5. The minimum expected
count is 8.33
Chart 32- Capital Protection as objective of investment and Income group
Source: Data collected through questionnaire
From table 31 and chart 32 it can be said that out of total respondents only 36
respondents i.e. 33.33% invest with the objective of capital protection. Of these
respondents 18 respondents i.e. 50% fall in the income group of below Rs 300000, 10
respondents i.e. 27.7% fall in the income group between Rs 300000-500000 and 8
respondents i.e. 22.3% fall in the income group of above Rs 500000. This shows that
maximum respondents in the income level of below Rs 300000 invest with the objective
of capital protection.
Table 32- Capital Growth as objective of investment and Income group
Crosstab
Count
Which Income group do you fall in?
Total
Below Rs
300000
Rs 300000-
500000
Above Rs
500000
What is the objective of your
investment?- Capital Growth
Yes 9 11 21 41
No 40 23 4 67
Total 49 34 25 108
Chi-Square Tests
Value df
Asymp. Sig. (2-
sided)
Pearson Chi-Square 30.942a 2 .000
Likelihood Ratio 31.871 2 .000
Linear-by-Linear Association 27.304 1 .000
N of Valid Cases 108
a. 0 cells (.0%) have expected count less than 5. The minimum expected
count is 9.49.
Chart 33- Capital Growth as objective of investment and Income group
Source: Data collected through questionnaire
From table 32 and chart 33 it can be concluded that 41 respondents out of the total 108
respondents 37.96% invest with the objective of capital growth. Of these 9 respondents
i.e. 21.9% fall in the income group of below Rs 300000, 11 respondents i.e. 10.18% fall
in the income group of Rs 300000-500000 and maximum i.e. 21 respondents which is
around 51.3% fall in the income group above Rs 500000. This shows that people in the
income group of above Rs 500000 invest with the objective of capital growth.
Table 33- Income as objective of investment and Income group
Crosstab
Count
Which Income group do you fall in?
Total
Below Rs
300000
Rs 300000-
500000
Above Rs
500000
What is the objective of your
investment?- Income
Yes 25 23 15 63
No 24 11 10 45
Total 49 34 25 108
Chi-Square Tests
Value df
Asymp. Sig. (2-
sided)
Pearson Chi-Square 2.320a 2 .313
Likelihood Ratio 2.341 2 .310
Linear-by-Linear Association .950 1 .330
N of Valid Cases 108
a. 0 cells (.0%) have expected count less than 5. The minimum expected
count is 10.42.
Chart 34- Income as objective of investment and Income group
Source: Data collected through questionnaire
From table 33 and chart 34 it can be said that 63 respondents i.e. 58.33% invest with the
objective of income. Of these respondents 25 respondents fall in the income group of
below Rs 300000 i.e. almost 39.68% while 23 respondents i.e.36.5% fall in the income
group between Rs 300000-500000 and 15 respondents i.e. 23.7% fall in the income group
of above Rs 500000. This shows that mostly people in the income group fo below Rs
300000 and Rs 300000-500000 invest with the objective of income.
Table 34- Educational Provision as objective of investment and Income group
Crosstab
Count
Which Income group do you fall in?
Total
Below Rs
300000
Rs 300000-
500000
Above Rs
500000
What is the objective of your
investment?- Educational
Provision
Yes 2 3 3 8
No 47 31 22 100
Total 49 34 25 108
Chi-Square Tests
Value df
Asymp. Sig. (2-
sided)
Pearson Chi-Square 1.658a 2 .436
Likelihood Ratio 1.683 2 .431
Linear-by-Linear Association 1.623 1 .203
N of Valid Cases 108
a. 3 cells (50.0%) have expected count less than 5. The minimum
expected count is 1.85.
Chart 35- Educational Provision as objective of investment and Income group
Source: Data collected through questionnaire
From table 34 and chart 35 we can see that only 8 respondents out of total 108
respondents i.e. only 7.4% invest with the objective of educational provision. Of these 8
respondents only 2 respondents fall in the income group of below Rs 300000 while 3
respondents each i.e. 37.5% each fall in the income group of Rs 300000-500000 and
above Rs 500000. This shows that most of people in the income group of Rs 300000-
500000 and above Rs 500000 invest with the objective of educational provision.
Table 35- Retirement Provision as objective of investment and Income group
What is the objective of your investment?- Retirement Provision * Which Income
group do you fall in?
Crosstab
Count
Which Income group do you fall in?
Total
Below Rs
300000
Rs 300000-
500000
Above Rs
500000
What is the objective of your
investment?- Retirement
Provision
Yes 1 9 4 14
No 48 25 21 94
Total 49 34 25 108
Chi-Square Tests
Value df
Asymp. Sig. (2-
sided)
Pearson Chi-Square 10.884a 2 .004
Likelihood Ratio 12.262 2 .002
Linear-by-Linear Association 4.776 1 .029
N of Valid Cases 108
a. 2 cells (33.3%) have expected count less than 5. The minimum
expected count is 3.24.
Chart 36- Retirement Provision as objective of investment and Income group
Source: Data collected through questionnaire
From table 35 and chart 36 it can be said that out of the total 108 respondents only 14
i.e.12.96% have retirement provision as their objective of investment. Of these only 1
respondent that is 7.14% fall in the income group of Below Rs 300000, 9 respondents i.e.
64.28% fall in the income group of Rs 300000-500000 and 4 respondents i.e. 28.58% fall
in the income group of above Rs 500000. So this shows that most of the respondents in
the income group of Rs 300000-500000 have retirement provision as their objective of
investment.
ANNUAL REPORT ANALYSIS
RATIO
ANALYSIS 2007 2008 2009 2010 2011 2012 2013
Return on Cap
Employed (%) 94.51 83.65 98.93 100.14 117.95 118.047 124.384
Return on Net
Worth (%) -5.65 1.11 9.36 11 11.84 12.213 14.612
Return on Assets -0.25 0.05 0.46 0.61 0.59 0.664 0.788
Asset Turnover
Ratio 1.53 1.95 2.26 2.81 3.61 3.938 4.44
Current Ratio 0.05 0.04 0.05 0.04 0.07 0.089 0.102
Quick Ratio 9.32 8.98 7.14 7.94 6.57 6.082 5.374
1. Return on Capital Employed (ROCE) -
Capital employed refers to the long-term funds invested by the creditors and the owners
of a firm. It is the sum of long-term liabilities and owner's equity. ROCE indicates the
efficiency with which the long-term funds of a firm are utilized. In case of ING Vysya
Bank the ROCE declined initially in the year 2008 as compared to 2007. This decline
might be because of rise in capital by almost 300%. Thereafter the ROCE has been
increasing for the bank from the year 2009 till 2011 by 18.26% in the year 2008, 1.22%
in the year 2010 and by 17.78% in the year 2011. According to the calculations for the
year 2012 and 2013 the ROCE will keep on increasing by 0.08% in the year 2012 and by
5.36% in the year 2013.
Chart 37- Return on Capital Employed
Return on Capital Employed (%)
94.5183.65
98.93 100.14
117.95 118.047124.384
0
20
40
60
80
100
120
140
2005 2006 2007 2008 2009 2010 2011
Return on Capital Employed(%)
2. Return on Assets (ROA)-Return on Assets is an indicator of how profitable a
company is relative to its total assets. ROA gives an idea as to how efficient management
is at using its assets to generate earnings. It is calculated by dividing a company's annual
earnings by its total assets. The Return on Assets ratio of ING Vysya Bank was negative
for the year 2007 because of net loss, however thereafter this ratio has been increasing. It
increased by 743% from the year 2008 to 2009, by 17.52% in the year 2010 and by 7.7%
in the year 2011. According to the future projections also the ratio will increase by 3.15%
in the year 2012 as compared to 2011 and by 19.64% in the year 2013.
Chart 38- Return on Assets
Return on Assets
-0.25
0.05
0.46
0.61 0.590.664
0.788
-0.4
-0.2
0
0.2
0.4
0.6
0.8
1
2005 2006 2007 2008 2009 2010 2011
Return on Assets
3. Asset Turnover Ratio- This ratio is useful to determine the amount of sales that are
generated from each rupee of assets. Companies with low profit margins tend to have
high asset turnover, those with high profit margins have low asset turnover. ING Vysya
Bank’s Asset Turnover Ratio has been increasing showing that the company is utilizing
its assets very well. The ratio increased by 27.45% from the year 2007 to 2008, by
15.89% in the year 2009, by 24.34% in the year 2010 and by 28.47% in the year 2011.
According to the calculations for the year 2012 and 2013 also this ratio is expected to
increase further by 9.08% in the year 2012 and by 12.74% in the year 2013.
Chart 39- Asset Turnover Ratio
Asset Turnover Ratio
1.531.95
2.26
2.81
3.613.938
4.44
0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
5
2005 2006 2007 2008 2009 2010 2011
Asset Turnover Ratio
4. Current Ratio- The ratio is mainly used to give an idea of the company's ability to
pay back its short-term liabilities (debt and payables) with its short-term assets (cash,
inventory, receivables). The higher the current ratio, the more capable the company is of
paying its obligations. A ratio under 1 suggests that the company would be unable to pay
off its obligations if they came due at that point. While this shows the company is not in
good financial health, it does not necessarily mean that it will go bankrupt - as there are
many ways to access financing - but it is definitely not a good sign. The current ratio can
give a sense of the efficiency of a company's operating cycle or its ability to turn its
product into cash. Companies that have trouble getting paid on their receivables or have
long inventory turnover can run into liquidity problems because they are unable to
alleviate their obligations. Because business operations differ in each industry, it is
always more useful to compare companies within the same industry. In the present case
of ING Vysya Bank its current ratio has remained under 1 from the year 2007-2011 and
according to the future projections also this ratio is not exceeding 1 which might not be a
good sign for the company
Chart 40- Current Ratio
Current Ratio
0.050.04
0.050.04
0.07
0.089
0.102
0
0.02
0.04
0.06
0.08
0.1
0.12
2005 2006 2007 2008 2009 2010 2011
Current Ratio
5. Quick Ratio-The quick ratio measures a company's ability to meet its short-term
obligations with its most liquid assets. The higher the quick ratio, the better the position
of the company. In case of ING Vysya Bank the quick ratio of the company has been
declining from the year 2007-2011 and will further decline as per the projections which
again might not be a good sign for the company.
Chart 41- Quick Ratio
Quick Ratio
9.32 8.98
7.147.94
6.576.082
5.374
0
1
2
3
4
5
6
7
8
9
10
2005 2006 2007 2008 2009 2010 2011
Quick Ratio
Present Condition of ING Vysya Bank:
ING Vysya Bank has put up a massive effort to bring clean up the losses from the
balance sheet over the past couple of years. The bank had written off assets, increased
provisions for non performing assets relating to banking as well as non banking business.
ING Vysya Bank’s earnings profile is healthy, characterized by strong fee income, which
is offset by high operating expenses. ING Vysya Bank’s fee income has been witnessing
significant increase in the last five years, which is expected to continue ahead. While ING
Vysya Bank has grown its asset portfolio modestly at a compound annual growth rate of
about 18 per cent in the last three years, it plans to expand its loan book more
aggressively in the future. Moreover, IVBL is in the process of strengthening its risk
management systems, for effective credit risk management, given the aggressive growth
planned in customer assets. IVBL’s performance has improved consistently, which is
evident from net loss of Rs 38 crores reported in FY05 to net profit of Rs 188.8 crores in
FY09. In addition, the cost to income ratio of the bank has come down significantly from
more than 80% in FY05 to below 60% in Q3FY10. Going forward, the bank is planning
to adopt a cautious approach towards balance sheet growth with focus on improving
CASA value.
There has also been a change in Management of the bank, which is believed to definitely
result in positive impact on performance of the bank.
In order to meet its capital requirement, the bank has successfully completed a Qualified
Institutional Placement (QIP) and preferential allotment of shares in September 2011.
Total capital raised was Rs 415 crores, resulting in an improved CAR (Capital Adequacy
Ratio) for the bank which stands at 14.6% post capital raising, as compared to 12.5% in
June 2011. Going ahead, with a change in management and adequate capital base, IVBL
is all ready to undertake expansion initiatives in its business. On account of capital
raising initiative undertaken in September 2011, the bank would not require further
capital in the near term, which would help to improve the ROE and ROA, thereby
benefiting the shareholders.
Currently, the bank operates through a network of 859 outlets comprising of 460
branches, 14 extension counters, 28 satellite offices and 357 ATMs as on 30 December
2011. Going forward, the bank is planning to focus on increasing its loan book, however,
with a cautious move in order to safeguard the interest of the bank by keeping a tight
watch on the asset quality.
FINDINGS & RECOMMENDATIONS
FINDINGS
72.2% people are aware of ING Vysya Bank. This shows that awareness level of
people regarding the ING Vysysa Bank is good. This shows the effectiveness of
their advertisement.
73.2% people think that ING Vysya Bank provides Average quality services and
Dependability. This shows that people have a good image overall about the bank.
52.8% people are satisfied with the features of policies offered by ING Vysya
Bank. These respondents can act as prospective customers for the bank.
66.67% people invest their money in the form of Life Insurance. This shows that
in today’s uncertain world people want to make sure that the future of their loved
ones is secured.
Mostly respondents in the age group of 18-25 years are medium risk takers.
Main objective of investment of most of people is of all age groups is Income as
58.33% people invest with this objective. In age group of 18-25 years next main
objective is Capital Protection while in age group of 25-35 years Capital Growth
is the next main objective.
In income group of Below Rs 300000 and Rs 300000-500000 the main objective
of investment is Income whereas in the Income group of above Rs 500000 the
main objective of investment is Capital growth.
The bank’s financials show improvement year over year. In future with its plans
of expansion the bank will be performing much better.
RECOMMENDATIONS
The bank should increase its branch network.
Bank should expand its network of ATM’s, it should have ATMs at cinema halls,
shopping complexes, office complexes, etc.
Bank should improve its advertising so as to make more people aware of it.
Bank should also use some promotional schemes for its products.
LIMITATIONS
Every research project undertaken has certain limitations and shortcoming associated
with it.
The major limitations of this research project are:
The sample size selected for the project included only about 108 respondents.
Larger pool of respondents provides the key findings a finer edge.
The selection method chosen for the process of sampling was based on
convenience and Judgment sampling.
The geographic extent of our sampling was limited it was limited to Delhi NCR.
All the data has been collected at random but it is always liable for biasness.
CONCLUSION
Under the primary research conducted by me in my two months of internship in ING
Vysya the conclusion that this research has got is that people are aware of ING Vysya
Bank. Majority of customers feel that ING Vysya Bank provides Average quality
services and Dependability. This shows that people have a good image overall about
the bank. Most of the respondents said that they are satisfied with the features of
policies offered by ING Vysya Bank. These respondents can act as prospective
profitable customers for the bank.
Through this research one of the interesting finding was that a good number of people
invest their money in the form of Life Insurance. This shows that in today’s uncertain
world people want to make sure that the future of their loved ones is secured.
It was observed during the course of the research that main objective of investment of
most of people is of all age groups is Income followed by Capital Protection and
capital growth.
While analyzing the financials of the company I observed that even though the
company incurred losses in the year 2005, still it had shown improvements in the year
after by issuing equity capital, decreasing the NPA’s and further opening up of
branches thereby expanding their customer base. In future the company’s position has
a further scope of improvement.
ANNEXURE
Questionnaire on ING Vysya Bank
(1) Your current Bank __________________________
(2) What products/services you are currently availing from your current bank?
Saving a/c Mutual Fund Current a/c Fixed Deposit Life Insurance Locker Loans
(3) How happy you are with the services provided by your existing bank? Highly satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Highly dissatisfied
(4) Before this survey, how often had you heard of ING Vysya Bank Ltd? I’ve never heard before I’ve seen or heard a few times I see or hear frequently
(5) How did you come to know about ING Vysya Bank? Newspaper Radio Television Word of Mouth
(6) What are your general impressions of ING Vysya Bank? High quality services and reliability Average quality services and dependability Low quality services and reliability
(7) Are you associated with ING Vysya bank?
Yes No
(8) What kind of banking services you generally wish to use?
High priority services Normal services
(9) In which all forms of investment do you invest money?
Fixed Deposit Equity Mutual Funds Gold Life Insurance Government
(10) What is the objective of your investment?
Capital Protection Capital Growth
IncomeEducational ProvisionRetirement provision
(11) What type of risk profile describes you? High risk taker Medium risk taker Low risk taker
(12) Have you taken any insurance policy of ING Vysya?
Yes No
(13) Which company’s insurance policy do you have?
LICICICI
Aviva Bajaj Allianze Tata AIG Birla Sunlife Kotak Mahindra
(14) What amount of premium are you willing to pay per year for an insurance policy?
Below Rs 10000Rs 10000- 20000Rs 20000- 30000Rs 30000- 40000Rs 40000 and above
(15) Are you satisfied with the features offered by policies of ING Vysya ?
Yes No
(16) If you invest in mutual funds more frequently, would you like all your funds to be managed and controlled at a single point rather than scattered? Yes of course I am not sure It’s not possible
(17) Which Income group do you fall in?
Below Rs 300000 Rs 300000- 500000
Above Rs 500000
(18) Which age group do you fall in?
18-25 years25- 35 years35-45 years45-55 yearsAbove 55 years
Thank you for your time. Your assistance will help us in better understanding of your investment needs.
NAME:
ADDRESS:
CONTACT NO:
OCCUPATION:
Annual Report figures of ING Vysya Bank from year 2007-2011
PROFIT & LOSS
ACCOUNT 2007 2008 2009 2010 2011
(Rs. In ' 000)
INCOME
Interest Earned 9,905,751 12,224,348 14,013,678 16,804,391 22,398,898
Other Income 1,226,716 1,903,133 1,943,180 4,185,660 5,476,657
TOTAL 11,132,467 14,127,481 15,956,948 20,990,051 27,875,555
EXPENDITURE
Interest Expended 6,338,184 7,412,477 8,593,111 11,820,478 15,902,699
Operating Expenses 3,801,008 5,187,905 5,070,642 6,094,893 7,724,698
Provisions and
Contingencies 1,375,055 1,436,534 1,404,097 1,505,378 2,360,361
TOTAL 11,514,247 14,036,916 15,067,850 19,420,749 25,987,758
PROFIT
Net Profit for the year -381,780 90,565 889,098 1,569,302 1,887,797
Profit Brought
Forward 35,743 -346,037 12,924 184,363 1,035,324
Transfer from
Investment Fluctuation
Reserve – 551,037 – – –
TOTAL -346,037 295,565 902,022 1,753,665 2,923,121
APPROPRIATIONS
Transfer to Statutory
Reserve – 22,641 222,274 392,326 471,949
Transfer to Capital
Reserves – 260,000 395,747 31,467 22,753
Transfer to Investment
Reserve – – 30,508 47,515 23,007
Transfer to Special
Reserve – – – 67,000 100,000
Proposed Dividend – – 59,088 153,711 205,208
Dividend Tax – – 10,042 26,122 34,874
Balance Carried to
Balance Sheet -346,037 12,924 184,363 1,035,324 2,065,330
TOTAL -346,037 295,565 902,022 1,753,665 2,923,121
Earnings Per Share
( Rs. Per Equity Share
of Rs.10 each)
Basic and Diluted (as
originally reported) -16.84 – 9.80 16.47 18.41
Basic (as restated for
Rights issue) -5.49 1.02 9.73 16.26 18.33
Diluted (as restated for
Rights issue) -5.49 1.02 9.73 16.26 18.33
BALANCE SHEET 2005 2006 2007 2008 2009
(Rs. In ' 000)
LIABILITIES
Capital 227,085 907,206 909,048 1,024,743 1,026,041
Share application
money 1,323,908 –
Reserves& Surplus 6,866,908 9,289,535 10,123,824 14,331,834 16,002,909
Deposits 125,693,050 133,352,551 154,185,894 204,575,559 248,899,244
Borrowings 8,307,760 11,074,460 8,435,531 12,498,052 21,524,175
Other Liabilities and
Provision 11,486,964 13,042,924 19,208,678 22,968,849 31,117,536
TOTAL 153,905,675 167,666,676 192,862,975 255,399,037 318,569,905
ASSETS
Cash and Balance with
Reserve Bank of India 6,666,715 8,416,514 9,458,130 22,635,265 17,910,228
Balance with Banks
and Money at call and
short notice 4,478,265 2,816,823 6,458,905 9,212,320 4,912,286
Investments 41,958,926 43,723,357 45,278,131 62,933,196 104,955,389
Advances 90,805,920 102,315,253 119,761,650 146,495,484 167,509,304
Fixed Assets 3,140,044 4,054,093 3,959,697 3,992,146 4,371,997
Other Assets 6,855,805 6,340,636 7,946,462 10,130,626 18,910,701
TOTAL 153,905,675 167,666,676 192,862,975 255,399,037 318,569,905
Contingent Liabilities 314,791,895 273,920,421 402,098,382 595,258,919 739,082,609
Bills for collection 13,182,580 14,785,434 14,479,933 18,058,006 30,150,131
REFERENCES
‘Chakrabarti Rajesh’, “Banking in India – Reforms and Reorganization”,
College of Management, Georgia Tech, USA, Review, Vol I, 2005.
Bhalakrishnan Hema Dr., “A Study on Customer Perception in Banking
Industry Using Gap Analysis, Park Global School of Business Excellence,
Review, Vol II, 1999.
Vipul, “Project on Financial Services of Citi Bank.”, 2009.
Mishra Kumar Vikash ,“The environmental factors
responsible for IDBI Bank’s performance (Positively& Negatively) in
SAKET”, 2008.
Mr. Ashutosh ,“HDFC Bank - Customer Satisfaction Levels”, 2008.
Annual Report for the year 2005-2006 from www.ingvysyabank.com.
Annual Report of the company for the year 2006-2007 from
www.ingvysyabank.com.
Annual Report of the company for the year 2007-2008 from
www.ingvysyabank.com.
Annual Report of the company for the year 2008-2009
www.ingvysyabank.com.