Final project report of 3rd sem

1

11INTRODUCTION OF ING VYSYA BANK

ING Vysya Bank is a privately owned Indian multinational bank based in Bangalore with retail

wholesale and private banking platforms formed from the 2002 purchase of an equity stake in

Vysya Bank by the Dutch ING Group This merger marks the first between an Indian bank and a

foreign bank Prior to this transaction Vysya Bank had a seven-year-old strategic alliance with

erstwhile Belgian bank Banque Bruxelles Lambert which was also acquired by ING Group in 1998

As of March 2013 ING Vysya is the seventh largest private sector bank in India with assets

totaling 54836 crore (US$91 billion) and operating a pan-India network of over 1000 outlets

including 527 branches which service over two million customers ING Group the highest-ranking

institutional shareholder currently holds a 44 equity stake in ING Vysya Bank followed

by Aberdeen Asset Management private equity firm Chrys Capital Morgan Stanley and Citi group

respectively

ING Vysya has been ranked the Safest Banker by the New Indian Express and among Top 5 Most

Trusted Private Sector Banks by the Economic Times

History

Established in 1930s Vysya Bank was formally incorporated in the city of Bangalore Karnataka

The state of Karnataka is known as the cradle of Indian banking due to the regions bygone

banking relationship with several European East India Companies during the 17th 18th and 19th

centuries Seven of the countrys leading banks (Canara Bank Syndicate Bank Corporation

Bank Vijaya Bank Karnataka Bank State Bank of Mysore and ING Vysya Bank) were originally

established in Karnataka

From the 1930s through the 1950s Vysya Bank built its banking business organically in southern

India The bank focused on serving the Vysya community a merchanttrading community operating

across Karnataka and Andhra Pradesh In 1958 the bank was licensed by the Reserve Bank of

India (RBI) to expand its banking operations nationwide In 1972 the RBI upgraded Vysya Bank to

a national B class bank

2

In 1987 Vysya Bank established two independently operating subsidiaries providing equipment

leasing and home mortgaging services (Vysya Bank Leasing Ltd and Vysya Bank Housing Finance

Ltd respectively) In 1994 Vysya Bank began marketing several innovative financial products to the

fast-growing Indian middle-class segment (eg Vysprime and Vysinvest for NRIsVysbuy for

consumer financing Vysmobile for auto loan financing and Vysequity for common equity

financing)

Globalisation through Europe

Bank In 1999 Vysya Bank joined the ING Group in co-marketingdistribution of life insurance

products in India Vysya Bank also acquired a 26 equity stake in the ING Asset Management

Company In 2000 Vysya Bank ING Insurance and the Damani Group formed a life insurance JV

this innovative collaboration marks the first bancassurance venture in India In 1995 Vysya Bank

entered into a long-term strategic alliance with Belgian bank Bank Bruxelles Lambert (BBL)

Following this agreement the Vysya Bank engaged KPMC Peat Marwick for assistance in re-

engineering its business processes in preparation for globalisation In 1996 an international

investment banking joint venture (JV) with MC Securities (London) an investment banking

subsidiary of BBL was formally established

In 1998 the ING Group acquired BBL and all its contractual and JV interests in Vysya

Formal merger with the ING Group

In 2002 Vysya Banks Board of Directors and the RBI approved Vysya Banks formal merger with

the ING Group Under Indian law this move allowed ING to increase its total equity holdings in

Vysya Bank from 20 to 44 Peter Alexander Smyth and Jacques PM Kemp were appointed to the

board of the newly formed ING Vysya Bank

ING Vysya Bank then appointed Bart Hellemans as CEO and managing director (MD) and G

Mallikarjuna Rao as chairman of the board

3

Post merger News

In 2003 Western Union a leading global money transfer firm tied up with ING Vysya for inbound

money transfer services across India ING Vysya then launched three new endowment products and

an innovative retail savings account called Orange with facilities such as personal accident and free

annual accident coverage Japanese auto manufacturer Toyota then signed an agreement with ING

Vysya for auto financing services ING Vysya then inked a deal with fertilizer concern Madras

Fertiliser Ltd (MFL) to co-marketdistribute life insurance products to farmers by employing the

fertilizer companys broker-dealer network in the rural sector

In 2005 ING Vysya Bank named Ned Swarup to the CEO and MD role ING Vysya launched an

innovative checking account product for mid-sized businesses ING Vysya Bank also rolled out its

own proprietary online money transfer service

In 2006 Vaughn Richtor stepped into the CEO and MD role for a fixed three-year term Under Mr

Richtors leadership ING Vysya went private and delisted from the Bangalore Stock Exchange ING

Vysya also forayed into private banking and portfolio management services

In 2009 Shailendra Bhandari was appointed as CEO and MD of ING Vysya Bank He was formerly

the Head of Private Equity at Tata Capital the Tata Groups private equity arm Having completed

his three-year term in India Vaughn Richtor was promoted to CEO of ING Banking Asia

In 2010 the Board of ING Vysya Bank nominated Mr Arun Thiagarajan to succeed Mr KR

Ramamoorthy as chairman of the board Mr Thiagarajan was selected for his vast and diverse

international experience across strategic planning economics and finance technology and systems

As of January 2013 ING Group plans to divest itself of its Indian insurance and investment

management businesses through the sale of its 26 interest in ING Vysya Life Insurance Company

Ltd to its joint venture partner Exide Industries Ltd

4

CURRENT OPERATIONS

ING Vysya Bank has competed in the bankingfinancial services and insurance markets for over 80

years and currently serves over 2 million Indian consumers The bank markets an entire range of

financial products and services organised under three strategic lines of business retail private and

wholesale banking

Retail banking

With 547 branches and 10 counters 28 satellite offices and 470 ATMs nationwide ING Vysyas

retail operation offers checking accounts savings depositsCDs retail wealth management services

consumer loans agriculturalrural banking and retail life insurance products The bank has rapidly

expanded its distribution footprint and has created a national brand presence through several

innovative marketing campaigns

Private banking

ING Vysyas private bank operates on an advisory-driven model Specialized market research

remains the banks focus for the introduction of new tailored products to serve the high-end private

banking segment

Corporatewholesale banking

The wholesale banking business provides corporate clients in India a range of commercial

transactional and electronic banking products The bank offers client focused products including

working capital finance trade and transactional services foreign exchange term loans and cash

management services The wholesale banking business comprises four business sub-segments and

multiple product offerings The business segments Corporate and Investment Banking Emerging

Corporates Banking and Financial Institutions and financial markets

Agriculture and rural banking

Agriculture and Rural Banking deals with all business related to agriculture and allied activities

Gold Loans loans to SHGs and lending to government sponsored schemes Working Capital and

Agriculture Term Loans for Poultry Dairy Cold storage units etc are also being offered to cater

diverse needs of the farming community The Bank has accelerated retail agricultural lending at a

5

few places in North India and Central India especially in Rajasthan Uttarakhand Maharashtra

Gujarat and Madhya Pradesh

ING VYSYA APPS

ING Vysya banks mobile app helps customers check the balance and much more than

PRODUCT amp SERVICES-

PRODUCTS

ING VYSYA Bank offers the following four core products

Personal banking

Under Personal Banking ING VYSYA offers

Accounts amp Deposits

Loans

Cards

Demat

Investment

Insurance

Wholesale banking

Premium Banking

Private Banking

NRI banking

Under NRI Banking ING VYSYA offers


Money Transfer

Investments amp Insurance

Research Reports

Payment Services

6

SME banking

Under SME Banking ING VYSYA offers


Business Financing

Trade Services

Payments amp Collections

Cards

ING VYSYA offers Wholesale Banking for Corporates and Financial Institutions amp Trusts The

Bank also provides services such as Investment Banking and other services in the Government

sector

SERVICES

Wholesale banking services

ING VYSYA Bank provides a range of commercial and transactional banking services including

working capital finance trade services transactional services cash management etc to large small

and mid-sized corporates and agriculture-based businesses in India The bank is also a leading

provider of these services to its corporate customers mutual funds stock exchange members and

banks

Retail banking services

ING VYSYA Bank was the first bank in India to launch an International Debit Card in association

with Electron) The bank also issues the Master Card Maestro debit cardThe Bank launched

its credit card business in late 2001 By the end of June 2013 it had a credit card base of 594

million By March 2012 the bank had a total card base (debit and credit cards) of over 197

million The Bank is also one of the leading players in the merchant acquiring business with over

240000 point-of-sale (POS) terminals for debitcredit cards acceptance at merchant establishments

The Bank is positioned in various net based B2C opportunities including a wide range of Internet

banking services for Fixed Deposits Loans Bill Payments etc

7

Treasury

The bank has three main product areas - Foreign Exchange and Derivatives Local Currency Money

Market amp Debt Securities and Equities These services are provided through the banks Treasury

team To comply with statutory reserve requirements the bank is required to hold 25 of its

deposits in government securities The Treasury business is responsible for managing the returns and

market risk on this investment portfolio

OPERATIONS

As of 30 September 2013 ING VYSYA Bank has 3251 branches and 11177 ATMs in 2022 cities

in India and all branches of the bank are linked on an online real-time basis The Bank has overseas

branch operations in Bahrain and Hong Kong

ING VYSYA Bank has two subsidiaries

a non-deposit taking non-bank finance company (NBFC) Apart from lending to individuals the

company grants loans to micro small and medium business enterprises It also runs call HDB

Financial Services Limited (lsquoHDBFSrsquo) HDBFS is engaged in retail asset financing It is centers

for collection services to the ING VYSYA Bankrsquos retail loan products ING VYSYA Bank holds

974 shares in HDBFS As of March 31 2013 HDBFS has 230 branches in 184 cities During the

FY 2012-13 HDBFS had turnover of INR 96 billion and profit after tax of INR 1 billion It has

6404 employees as of 31 March 2013

ING VYSYA Securities Limited (lsquoHSLrsquo) HSL is engaged in stock broking As of March 31

2013 HDBFS has 194 branches across 150 cities ING VYSYA Bank has 621 shareholding in

HSL During the FY 2012-13 HSL had turnover of INR 23 billion and profit after tax of INR 668

million During the year the Company received the ldquoBest e-Brokerage Award - 2012rdquo in the

Outlook Money Awards in the runner up category

8

Shareholding

On 30 September 2013 the promoter ING VYSYA group held 2272 of its equity shares 3361

of the shares were owned by the Foreign Institutional Investors (FII) Around 428000 individual

public shareholders own approx 843 of its shares The remaining 3524 shares are owned by

others

Table 11 Shareholding of ING VYSYA

Shareholders (as of 30-September-2013) Shareholding

Promoter Group (ING VYSYA ) 2272

Foreign Institutional Investors (FII) 3361

Individual shareholders 0843

Bodies Corporate 0801

Insurance companies 0538

Mutual FundsUTI 0434

NRIOCBOthers 0040

Financial InstitutionsBanks 0009

9

ADSGDRs 1702

Total 1000

Employees

As of 31 March 2013 the company has 69065 employees out of which 12295 are women

(1780) In June 2013 the company reported an annual attrition rate of approx 20During the

financial year 2012-13 the company incurred INR 42 billion on employee benefit expenses

CSR Activities

ING VYSYA Bank has taken several initiatives as part of its corporate social responsibility

Table 12 CSR Activities of ING VYSYA

Initiative Objective Activities FactsFigures

Sustainable

Livelihood

Provide livelihood finance to empower

rural people especially women at the

bottom of the pyramid

Training for

Occupation Skills

Credit Counseling

Financial Literacy

Market Linkages

Reached 20 lakh

households across 24

states

Financial

Literacy

Provide affordable access to basic

banking products and services to

excluded and underprivileged sections of

the society

Literacy programs in

schools

lsquoPower of Bankingrsquo

workshops

600 government schools

across Andhra Pradesh

amp Odisha in literacy

programs

3365 students across 6

locations covered in

10

workshops

Education Spread the importance of education by

providing quality education to children

Galli School Project

Grow with Books

Library programs

Engineering

scholarships

Child development

program

Family based care

programs

A large number of

students reached

through various

programs across the

country

Training

Enhance employability of youth and

women in the weaker sections of the

society by providing training and

capacity development

Skill-based courses

Technical amp

vocational training

Basic computer

programming

Educational support

for children

More than 1500 youth

benefitted through

various programs across

the country

Community

Enable economic growth and sustainable

development through community

building programs

Rain water harvesting

programs

Setting up blood

storage facilities

Construction of

sanitation facilities in

schools

Child Aid Foundation

150 tribal girls

benefitted through

sanitation project

350 poor and needy

children supported

1600+ children rescued

11

Our Mission

Customer Service and Product Innovation tuned to diverse needs of individual and corporate

clientele

Continuous technology up gradation while maintaining human values

Progressive globalization and achieving international standards

Efficiency and effectiveness built on ethical practices

Core Values

Customer Centricity

Ethics

Transparency

Teamwork

Ownership

Go Green

Take responsibility for the effects of the

operations of the Bank on the

environment and the society

Promoting paperless

banking

Multi-channel delivery

(Internet Mobile

Phone ATM)

Energy efficiency

Green infrastructure

As of Mar 2013 82 of

customer-initiated retail

transactions direct

banking channels

reducing the need to

commute

66 lakh retail customers

subscribed for e-

statement

20 ATMs operating on

clean energy

12

SWOT ANALYSIS

STRENGTHS

Support of various promoters

High level of services

Knowledge of Indian Market

WEAKNESSES

Not having good image

Market capitalization is very low

Not been fully able to position itself correctly

OPPORTUNITIES

Growing Indian banking sector

People are becoming more service oriented

THREATS

From various competitors

Foreign banks

Government banks

Future market trends

13

12 INTRODUCTION TO CUSTOMER SATISFACTION

Overall customer satisfaction with retail banks improved significantly from 2012 largely a result of

improvements made by big banks according to the JD Power and Associates 2013 US Retail Banking

Satisfaction Study

Banks are ranked in 11 different regions based on overall customer satisfaction across six factors

Account information

Channel activities

Facility

Fees

Problem resolution

Product offerings

After several years of relatively minor increases in overall satisfaction scores customer satisfaction in

2013 improved significantly with the largest increase among big banks While as a group big banks

have historically trailed smaller banks in satisfying customers by a fair margin the satisfaction gap

between big banks vs midsize and regional banks has narrowed year over year

During the past several years many banks have eliminated free checking and implemented new fees

which has often negatively impacted overall satisfaction The study found that as fees have begun to

stabilize and banks have helped their customers better understand their fee structures satisfaction in

this area has begun to rebound One-third (33) of customers say they ldquocompletelyrdquo understand their

fee structure compared with 26 in 2012 Fees also have been a major source of customer problems

and complaints The stability in fees coupled with banks placing more emphasis on preventing

problems has lowered the proportion of consumers experiencing a problem by 3 percentage points year

over year to 18 in 2013

14

ING VYSYA BANK PRIVACY PROMISE TO CUSTOMERS

While information is the cornerstone of our ability to provide superior service our most important asset

is our customers trust Keeping customer information secure and using it only as our customers would

want us to is a top priority for all of us at ING VYSYA Bank Here then is our promise to our

individual customers

The Bank safeguard according to strict standards of security and confidentiality any information

our customers share with us

The Bank limit the collection and use of customer information to the minimum we require to

deliver superior service to our customers which includes advising our customers about our

products services and other opportunities and to administer our business

The Bank permit only authorized employees who are trained in the proper handling of customer

information to have access to that information Employees who violate our Privacy Promise will

be subject to our normal disciplinary process

The Bank not reveal customer information to any external organization unless we have

previously informed the customer in disclosures or agreements have been authorized by the

customer or are required by law

The Bank always maintain control over the confidentiality of our customer information We

may however facilitate relevant offers from reputable companies These companies are not

permitted to retain any customer information unless the customer has specifically expressed

interest in their products or services

The Bank tell customers in plain language initially and at least once annually how they may

remove their names from marketing lists At any time customers can contact us to remove their

names from such lists

Whenever we hire other organizations to provide support services The Bank require them to

conform to our privacy standards and to allow us to audit them for complianceFor purposes of

credit reporting verification and risk management The Bank exchange information about our

customers with reputable reference sources and clearinghouse services

The Bank not use or share - internally or externally - personally identifiable medical information

for any purpose other than the underwriting or administration of a customers policy claim or

15

account or as disclosed to the customer when the information is collected or to which the

customer consents

The Bank attempt to keep customer files complete up-to-date and accurate The Bank tell our

customers how and where to conveniently access their account information (except when were

prohibited by law) and how to notify us about errors which The Bank promptly correct

ING VYSYA BANK CUSTOMER CARE

ING VYSYA Bank customer care service has enabled the bank to reach out to their customers and

help them with any information they might need The ING VYSYA Bank customer support centres

spread across the country operate 24 x 7 customer care services that are dedicated to provide most

accurate and prompt information regarding the banking products services and the respective

policies As the banking field is getting more and more commercialize theres a bombardment of

highly innovative banking products to lure as many customers as possible This creates confusion

among the customers about the terms and conditions that the new banking schemes are subject

to ING VYSYA Bank customer care centres aim to carry forward the transparency ING VYSYA

Bank has maintained with its customers regarding the terms and conditions on any new banking

product and scheme

PRODUCTS amp SERVICES PROVIDED TO CUSTOMER BY ING VYSYA

BANK

ACCOUNTS

ZING MINOR SAVINGS ACCOUNT Saving Money is now easier for minor ie Presenting

ING VYSYA Banks Minor Savings Account At ING VYSYA Bank it has been our constant

endeavor to create products specifically catering to your needs The account while offering you a

whole range of services also addresses minor latent need of having an account

16

Features

Rs 2500 Average Quarterly Balance requirement

Debit card is issued after 15 years of age and the limit of withdrawal is rs 1000day

Free mobile banking facility

At-Par cheque facility with the clearing limit of Rs 50000

24x7 Telebanking amp Internet banking

Free quarterly statements and passbooks

ORANGE SAVINGS ACCOUNT ING VYSYA Bank offers a unique savings account which is

easy to operate and allows you to transact immediately This product has been specially designed

keeping in mind the unique requirements of a farmer and true to its nature has been called the Krishi

Savings Account

Some of the features of our new product are

Average Balance Requirement This account is offered with the requirement of maintaining the

half-yearly average balance of Rs 5000 only The Krishi Savings Account entitles you to an

International Master Debit Card This card comes with A cash withdrawal limit of Rs 25000 per

day

Anywhere Banking Being a Krishi account holder you are entitled to access our wide network of

more than 1000 branches and 4055 ATMs across 440 cities You can now easily carry out your

transactions through any of the branches or ATMs

At Par Cheque Book Your Krishi Savings Account comes with the At-Par Cheque facility This

facility enables you to encash the cheques as local instruments at any of the 440 centres where the

Bank has its presence at no extra cost Moreover you can also issue cheques at other centers upto

the limit of Rs 50000

17

ZWIPE SAVINGS ACCOUNT The account is an endeavor by the Bank to understand the

consumers needs and redefine banking to suit your requirements for a truly comfortable banking

experience Easy Access Savings Account gives you instant access to your money anywhere

anytime Possessing a range of unmatched features it has been devised to better suit the convenience

of our eclectic client base

At-par cheque

Anywhere Banking

Telebanking

iConnect

Mobile Banking

Quarterly account statement

You can avail of all these services with a minimum quarterly average balance of Rs20000

PLATINA SAVINGS ACCOUNT At ING VYSYA Bank we have always strived to pace our

products with the growing needs of our customers The Prime Savings account has therefore been

created with your specific financial requirements in mind Minimum balance required is 100000

FEATURES

Wider accessibility As a Prime Savings account holder you enjoy access to a wide network of

over 1000 branches and one of the largest ATM networks in India giving you easy access to your

account from almost any corner of the country

Greater convenience To simplify daily banking your Prime Savings account comes with an

international photo-signature Debit Card This unique card comes with withdrawal limit of Rs

150000 per day facilitating transfer of funds deposits of cashcheques and payment of insurance

premium (LIC)

More comfort Through our 24 hr Internet Banking and Tele Banking services you can enjoy the

ease of banking from home or office Through these comprehensive services you can access a range

of facilities including online funds transfer requests for a new chequebook Financial Advisory

Services (FAS) online shopping and information on mutual funds

Enhanced privileges The Prime Savings Account eases your banking experience by providing you

a passbook and monthly statement of account to keep you updated on all your transactions and

assists you better in managing your finances

18

Added speed Through the At Par cheque facility you have the unique advantage to encash your

cheques as a local cheque at more where the bank has a presence at no extra cost In addition the

account enables you to issue cheques up to Rs 1 lakh which will be treated as At Par across these

locations

SALARY SAVINGS ACCOUNT Salary Savings Account from ING VYSYA Bank will do the

job for you We know how important employee satisfaction is for an organisation to grow to its full

potential Which is why we have tailored our Salary Savings Account not only to be a convenient

way for you to manage salaries (across various centres through our centralised database) but also

provide your employees with a range of value added benefits

SMART PRIVILEGE ACCOUNT In todays busy world its tough being a working woman

Right from shuttling between a job and family to taking care of her finances she has to be on her toes

all the time Keeping this in mind we at ING VYSYA Bank have designed a savings account best

suited for the woman of today With the Smart Privilege Account you can manage your money and

your life and as well as enjoy a host of lifestyle privileges Furthermore ING VYSYA Banks Smart

Privilege Account ensures that you have enough time for all the important things in life

Dedicated Relationship Manager A Dedicated Relationship Manager will be your one point

contact at the branch for all your banking transactions thus ensuring that you would neither have to

move from one counter to the other nor stand in queues to await your turn

Round-the-Clock access through ATMs There could be an instance when at 3 am you could

require cash With our round-the-clock access you can withdraw cash up to Rs 50000 per day

deposit cashcheques transfer funds print a mini statement and pay insurance premiums (LIC) all

through our ATM channel which is one of the largest ATM networks in the country

Anywhere Banking Imagine being in an unknown city and still having complete access to all your

transaction needs As a customer of the bank you are in control and not restricted to the branch So

even if you are travelling you can access your account easily from any of the 1000 plus ING

VYSYA Bank offices spread over 400 cities across the country

At-par cheque facility Your cheque will be treated as a local cheque within the vast ING VYSYA

Bank network of over 1000 offices across 400 cities in India Now no more running around to get a

Demand Draft issued

i-Connect TM The Complete online banking experience Its the age of Wi-Fi All your banking

needs should be on your fingertips with our i-connect you can check your account status transfer

19

funds place online request for a new cheque book and many more features without even having to

visit an ING VYSYA Bank branch

Financial Advisory Services Our Financial Advisor will assist you with your financial planning

and help you to earn maximum returns on your savings

Discount on Retail Purchases Just live the feeling of walking into a store and getting amazing

discounts not available to others As you are a valued customer for us we shall endeavour to provide

you with discounts at various outlets periodically All you have to do is use your new Smart

Privilege Debit Card and avail of discounts at these outlets Details of such tie-ups will be sent to

you on a regular basis

SENIOR CITIZEN ACCOUNT

ING VYSYA Banks Senior Citizen Savings Account has been designed keeping in mind the fact

that a senior citizens banking requirements are wholly different and require special consideration

Special Previlege

A Privilege assures the care which customers deserve

ING VYSYA bank has introduced Senior Citizen ID card for Senior Privilege patrons

Avail of Great benefits with Senior Citizen ID card ID card acts as an age proof Enabling

redeem every advantage that you are eligible for This card will soon help you avail of certain never-

before Senior-citizen benefits at various stores service providers and installation across the nation

Feel safe Everywhere Apart from provide you with the power to claim great benefits card also act

as emergency information medium In case of emergencies it provides the doctors and authorities

with vital data like your blood group allergies illnesses address and emergency contact details

This ensures that you are well looked after in any situation no matter where you are

Always a Privilege It will help in strengthen the bond with us and to be of assistance to you at all

the times no matter what your need be Whether its loan a savings account or any financial services

that you wish to avail of The Bank make sure that were always be there by your side

Banking Privileges

Dedicated Relationship Manager

Free At-Par Cheque book

Free Monthly Statement of Accounts and Passbook

Free Issuance of Pay Orders or Demand Drafts drawn on ING VYSYA Bank branches

20

Free Inward Remittances

Free Outward Remittances once a year

Faster credits to foreign cheques providing you prompt availability of funds remitted by your near

and dear ones abroad

Cheque pickup and Cash delivery services

Anywhere Banking

Telebanking

DEPOSITS

FIXED DEPOSITS ING VYSYA Bank offers you simple reinvestment Fixed Deposits (at

very competitive interest rates) which can be opened with a minimum investment of Rs 10000

You can make additions to your deposit in multiples of Rs 1000 each The tenure of deposit must

be a minimum of 6 months

Deposit Schemes

Reinvestment Deposits In a reinvestment deposit the interest accrued to your deposit at the end

of each quarter is invested along with the principal The tenure of your deposit must be a minimum

of 6 months At the end of the quarter the interest and the principal are both rolled over and the

interest is calculated on the total sum Income tax is deducted at source

Automatic Rollover As a Fixed Deposit holder you can avail of the facility for automatic

rollovers on maturity (for both the principal and interest) You can select this option in the Account

Opening Document (AOD) The options available are

Rollover only Principal Only the principal amount will be rolled over The interest will be either

credited to your designated account or paid out

Rollover Principal and Interest accrued in Reinvestment Deposit This will rollover both the

deposit and the interest accrued for the same tenure at the interest rate applicable on the maturity

date On or before the maturity date you can make the following changes in the rollover

instructions of the deposit

Change in tenure

Change in maturity instructions

21

Change in payment instructions

Change in principal (only reduced amount)

Change rollover of Principal to rollover of Principal + Interest or vice versa

Withdrawals

All encashment or withdrawals of Fixed Deposits can only be made at the branch where the deposit

was booked

ING FIXED DEPOSIT PLUS In the Finance Bill of 2006 the government had announced Tax

benefits to Bank Term Deposits which are of over 5 year tenure us 80C of IT Act 1961 vide

Notification Number 2032006 and SO1220 (E) dated 28072006

The salient points of the scheme notification are

Fixed tenure without premature withdrawal

Year is defined as a financial year

Amount limited to Rs 100 minimum and Rs 100000 maximum

Bank will issue a Fixed Deposit Receipt that shall be the basis of claiming tax benefit

Term deposit under this scheme cannot be pledged to secure a loan Rate(Normal)-

925Rate(Senior Citizen)-975

Benefits of tax break us 80C of IT Act Benefit Illustrator Example

Assume that a customer invests Rs 100000 in this scheme 8 pa in fixed deposit for five

years He will get a benefit of Rs 30600 at 306 on the eligible investment of INR 100000

assuming that he is in Rs 250000 lac to Rs 100000 lac tax bracket thus his effective investment

would be Rs 69400 He would earn Rs 8000 (08 percent on 1 lac) as interest per annum which

would translate to a return of 115 percent on the effective investment of Rs 69400

22

LOANS

PERSONAL LOAN There are various needs in our life which cannot be postponed whether itrsquos

your home renovation wedding in your family education expenses business expansion holiday

plans and so on Whatever be the occasion INGrsquos Personal Loan can help The loan procedure is

simple minimal documentation and loan processing time is really fast

KEY BENEFITS

Loan up to 15 Lac

Attractive Interest Rate amp Processing charges

Easy documentation

Speedy loan processing

Hassle free loans - No securitycollateral required

Flexible repayment options

Part Payment Option upto 25 of principle outstanding in a year

Personalized and professional service

Special Schemes for salary account holders with ING Vysya Bank

Conditions Apply Credit at the sole discretion of ING Vysya Bank

HOME LOAN Is it an apartment you are looking for or a penthouse Your search for a Ideal

Home ends at ING you can avail Home Loans from ING for constructing a home purchasing a

ready built houseflat or even for refinancing existing loans

KEY BENEFITS

Attractive Interest Rates

Funding upto 80 of the cost of Property

Floating Rate loans linked to IVBR ie ING Vysya Base Rate

EMI on a monthly reducing balance method

Flexible Repayment Options Maximum Loan Tenor upto 20 years

23

Convenient part-payment options

Nil penalty on partial pre-payments

LOAN AGAINST PROPERTY A home is more than just a house It is the sum total of

your dreams aspirations and the love that binds your family Sometimes there are situations that

demand finance on a large scale ndash like when your children get married go abroad for higher

studies when you need to provide medical care to your aged parents fulfill any business need or

any other exigencyAt these times you decide to leverage your house as equity for raising a loan

We understand your need to support your family and look towards their well-being

KEY BENEFITS

Attractive Interest rates

Floating Rate loans linked to IVBR - ING Vysya Base Rate



GOLD LOAN Loan against Gold from ING Utilise the potential of your Gold jiyo Easy

KEY BENEFITS

Get Maximum value for your gold as a loan

Attractive interest rates

Quick processing

Easy documentation


Your gold is safe with us

24

LOAN AGAINST SECURITIES ING presents Loan Against Securities ndash so that you can

enjoy the benefit of your securities without compromising on liquidity

KEY BENEFITS

No EMIrsquos No post-dated cheques

You pay Interest only on utilized amount

Simple and speedy processing

Exhaustive number of approved securities

Up to 85 loans against debt securities

Up to 50 loans against equity

CARDS

DEBIT CARDS Modern times necessitate that you need to have access to your money anytime

and any where The ING VYSYA Bank International Debit Card addresses this need A deposit

access program the Debit Card redefines convenience Apart from being an ATM (Automated

Teller Machine) Card used for withdrawing cash it also enables you to shop and make cashless

purchases You can use the card to make payments at shops department stores restaurants petrol

pumps and many more outlets in India and overseasThe ING VYSYA Bank Debit Card is a VISA

Electron Card and is accepted at VISA and VISA Plus ATMs worldwide and all merchant

establishments using electronic terminals and displaying the VISA Electron sign

GOLD DEBIT CARD ING VYSYA Banks Gold Debit Card is more than just a debit card It

comes with a host of enhanced benefits and exclusive reward program Meant for valued ING

VYSYA Bank customers it is a result of our constant endeavour to understand your requirements

and design products and services with you in mind

BUSINESS GOLD DEBIT CARDThe Business Gold Debit Card is an effort from ING

VYSYA Bank to offer customers the very best deals possible through a debit card Available only to

their most privileged current account holders the Business Gold Debit Card mirrors great business

success and achievement with a host of enhanced benefits and exclusive value deals

25

The benefits of ING VYSYA Bank Business Card include

Instant identification

Flexibility of usage

Worldwide reach

Zero petrol surcharge

Special offers and discounts on card usage

Reward program

Additional safety and enhanced insurance

Enhanced limits for cash withdrawal

24-hour customer service

Customer Service Contact

REMITTANCE CARD ING VYSYA Banks Remittance Card is meant for people who

receive remittances from abroad It aims to make the procedure of receiving money from your loved

ones abroad easy and hassle free Thereby rendering the age-old instruments like Demand Drafts and

Pay Orders obsolete

Other Advantages

ING VYSYA Banks Remittance Card comes free of cost and with a host of advantages

Some of them are

Free multi-city at-par chequebook on request

Quarterly interest payment

Withdraw up to Rs 40000 every day from ATMs

Make purchases up to Rs 40000 every day from merchant outlets

Free insurance cover of Rs 50000 on goods purchased using the card

Get protected against fraudulent transactions from the moment the loss of the card is reported

Pay your utility bills recharge your prepaid mobile card at ING VYSYA Bank ATMs

Enjoy exclusive Internet Banking Mobile Banking and Telebanking services from ING

VYSYA bank

26

REWARDS CARD Timeliness and convenience is of critical essence while making payments

of salaries and commissions to the employees agents who are the lifeline of any business We at

ING VYSYA Bank appreciate the efforts and understand that it is all about the optimum utilization

of the resources with the utmost convenience The ING VYSYA Bank Rewards Card is a prepaid

reloadable card which can be used for cash withdrawals at all ING VYSYA Bank ATMs as well as

Visa enabled ATMs or making purchases at the numerous merchant outlets across India thus

making anytime anywhere access of funds to employees

Purpose

Rewards Card can be used for the following varied payment needs

Salary Payouts for Low Ticket Salary Account

Payment instrument for disbursement of benefits like

Incentives

Commission

Rewards

Bonus

Reimbursements

Other payments

Payment instrument for reimbursements and perquisites like

Medical Reimbursement

Local Conveyance

Entertainment Expenses

Petrol Entitlement

Mobile Phone Reimbursement

Bills Credit

27

GIFT CARD

Nearly Perfect The ING VYSYA Bank Gift Card completely does away with these

concerns Just load an equivalent amount onto the card and gift it to your loved ones It lets

your loved one select his own gift for himself

Suitable for all occasions The ING VYSYA Bank Gift Card is suitable for gifting for all

purposes So be it festivities like Diwali Christmas or New Year or occasions like

marriages birthdays anniversaries or special days like Mothers Day Valentines Day etc

the ING VYSYA bank Gift Card is the Perfect Gift

Perfect in more than one ways

Aesthetic Design - The ING VYSYA Bank Gift Card comes in a unique Gift Wrap shape

thus making it more adorable as a gift

Denomination - Load any amount between Rs 1000- and in multiples of Rs 100

thereafter subject to a maximum limit of uptoRs 50000-

Simple to Use - It works in the same way as a Debit Card for purchase transactions at

merchant outlets including hotels restaurants shops etc

Balance Enquiry ndash ING VYSYA bank provides the facility of Balance Enquiry on the Gift

card through our Telebanking facility

Redemption of Unutilized Balance - Redeem any unutilized balance within three months

of the expiry of the card form any of the ING VYSYA Bank branches

Great Acceptance The ING VYSYA Bank Gift Card is a VISA Electron signature based

card which signifies the widest acceptance It is accepted at over 130000 VISA enabled

merchant outlets across the country

ANNUITY CARD ING VYSYA Bank in association with Life Insurance Corporation of India

presents the internationally accepted Co-branded Prepaid Annuity Card The Annuity Card is a rupee

denominated card for receiving the Annuities Pensions from LIC of India Now you need not wait

in long queues for depositing your cheques and no more delays in getting the credits of your

Annuities You will also get your annuity reloaded on your card whenever it is due so that you can

access your annuity anytime anywhere Whats more The Annuity Card comes to you absolutely

free of cost

28

ESHOP CARDS

Worried about revealing your credit card details on the Internet

ING VYSYA Bank presents the eShop Card A virtual credit card that allows you to shop online

securely without divulging your credit card details

All you need is your ING VYSYA Bank Credit Card and an Internet connection

ONLINE TRADING

Investing and trading click of a mouse

ING VYSYA Bank with Geojit Financial Services now offers you an Online Trading Account

Trade from the comfort of your home or office either through the Internet or the Phone This service

provides you with an integrated Savings Bank Account Demat Account and an Online Trading

Account to give you a convenient and paper free trading experienceAs an ING VYSYA Bank

Online Trading Customer you would also have the flexibility to get an insight to a complete range of

Corporate Information Reuter News and Research Tools which would help you to take timely

Investment decisions

INVESTMENT

MUTUAL FUNDS Invest smartly

A Mutual Fund is a trust that pools the savings of a number of investors who share a common

financial goal The money thus collected is then invested in capital market instruments such as

shares debentures and other securities The income earned through these investments and the capital

appreciation realized are shared by its unit holders in proportion to the number of units owned by

themThus a Mutual Fund is the most suitable investment for the common man as it offers an

opportunity to invest in a diversified professionally managed basket of securities at a relatively low

cost

29

Offering ING VYSYA Bankrsquos Financial Advisory team adopts a strong research driven

recommendation model to help customers choose the best funds based on qualitative and

quantitative parameters Apart from this a dedicated Relationship Manager can also be assigned to

you to ensure that your investment requirements are taken care of smoothly and efficiently Our

advisors understand your profile and lead you through a structured financial planning process to

devise financial solutions best suited to you The advisors will also help you choose the right

investment products in line with your investment goals

DEPOSITORY SERVICES ING VYSYA Bank is a registered member (Depository

Participant) of NSDL In this system physical security holdings are converted into electronic (or in

other words dematerialized) holdings ING VYSYA Bank has been enrolled as a Depository

Participant by the NSDL - Indias first depository You can avail of all the depository-related

services by just opening an account with NSDL through ING VYSYA Bank

Transfer of shares and settlements Transfer and settlements have never been easy as it is

under the depository system All that is required is an instruction slip from you If you are

selling securities then it has to be a delivery instruction slip If you are purchasing

securities it has to be a receipt instruction slip or standing instructions for credit

Receipt of Corporate Benefits Even securities entitlements like bonus and rights can be

credited to your Demat Account electronically All you have to do is choose the right option

in the share application form Cash benefits like dividends and interest will however be

forwarded to you directly and not through the depository However MICR code details in the

Demat Account would ensure credit of cash corporate action to your respective bank account

Dematerialisation of shares At customerrsquos request ING VYSYA bank arranges to convert

their physical holdings into electronic form and this would require opening an account with

NSDL through us called Beneficiary Account in the name and style in which the shares are

held and lodge the share certificates with us accompanied by a dematerialisation request

form separate for each scrip You are required to only make sure that NSDL has admitted

that scrip for dematerialisation An upto date list will be provided to you which will be

constantly updated

30

Rematerilialisation

You have the option to convert your electronic shares back to physical shares

Pledge-Hypothecation

You can also avail loans against your electronic shares This process is also much

faster than in the case of physical shares

Freezing or Locking of Accounts

You can also keep your accounts frozen or locked for the span of time desired by you

No debits from your account will be made during this period

Dial-Your-Demat

Access your Demat Account(s) through a telephone from any of the Access Centres Just dial

the Tele-Depository Services number and get all information about your account on Voice Fax or

even email Dial-Your-Dematis available 24 hours a day 365 days a year

This service offers a wide range of facilities such as

Balance Inquiry

Statement of Demat account by fax or phone or email

Transaction details by fax or phone or email

Holding details by fax or phone or email

Overdue cum Holding details by fax or phone or email

Rejection details by fax or phone or email

Change of PIN

31

PAYMENTS

BILL PAY

ING VYSYA Banks Bill Pay service enables you to make secure payments from the comfort of

your home or office So its time to say goodbye to late payment fines long queues lost bills and

commissions paid to local errand boys

Features-

Pay bills without stepping out of your home or office

Link multiple bills to your account

View and Pay bills anytime anywhere

Fast convenience and hassle-free

Access to all major utility billers

Get updates for pending bills

Registration for bill payments through Internet can be done on the Internet itself Through the ATM

currently LIC BSNL and MTNL bills can be registered and paid To register for bill payment on the

ATM you need to fill the Registration Form for Bill Payment through ATM and submit it at your

nearest branch Once successfully registered your bill will appear for payment on the ATM from the

next billing cycle

32

ELECTRONIC CLEARING SERVICES

ECS is an electronic clearing system that facilitates paperless credit debit transaction directly linked

to your account and also provides for a faster method of effecting periodic and repetitive payments

Benefits of ECS (Debit)

Through ECS (Debit) you can pay all your Utility bills (electricitytelephoneMobile bills credit

cards etc) Mutual Fund (SIP) Insurance Premium Loan Installments credit card payments

payments of donations and other bill payments

TAX PAYMENTS

DIRECT TAX PAYMENT The Bank is authorized for Collection of Income or Other

Direct Taxes on behalf of Central Board of Direct Taxes (CBDT) wef 1 October 2003 The

assesses or taxpayers can pay Income or Other Direct Taxes as listed below at 214 authorized

branches of ING VYSYA Bank across the country

Corporation Tax - Tax on Companies and Tax Deducted at Source from Companies

Income Tax

Interest Tax and Expenditure Tax

Gift Tax

Wealth Tax

Fringe Benefit Tax (FBT)

Securities Transaction Tax (STT)

Banking Cash Transaction Tax (BCTT)

Other Tax Deducted or collected at source (TDS or TCS) on salaries of employees income

from Fixed Deposits Vendor Payments Rent Income from Game Shows or Lottery etc Any

other Direct Tax including Advance Tax

33

OTHER SERVICES

MOBILE REFILL

Forget the road side vendor In todays age of 24 hours connectivity do you still need to go to

the roadside vendor every time your mobile runs out of talk time And what happens when your

roadside vendors does not stock up your operators recharge coupons

With ING VYSYA mobile refill facility you no longer have to worry about losing your mobile

connectivity anytime of the day or night ING VYSYA Banks mobile refill facility enables you

to refill your mobile on the ATM

Whats more Recharging through ATM is absolutely free

All ING VYSYA Bank debit cardholders (VISA as well as Master) and any VISA debit or

credit cardholders (any bank) can use the facility to recharge through our ATMs

LOCKER

A Safe Deposit Locker with ING VYSYA Bank is the solution to your concern Located at

select branches in cities all over the country our lockers ensure the safe keeping of your

valuables

ONLINE SHOPPING

Safe and Secure Internet PaymentING VYSYA Bank offers you the convenience of shopping at

many major Online stores from the comfort of your home or office All you need is an internet

enabled PC You can choose amp then get the items delivered at your doorstep You can also avail

of numerous online services get to know about the current special offersdiscounts and get a

preview of the new items added on to the shelves by these online retailersservice providers

You can shop as much as you like and conveniently make instant payments by debiting your

account through the secured payment channel iConnect - Our internet banking platform

34

E-BANKING FACILITIES PROVIDED BY ING VYSYA BANK

E-banking facilities are provided by ING VYSYA bank to customer like phone banking

mobile banking ATM cards instant alert

Advantages of Modern age banking to customers

Convenience Unlike your corner bank online banking sites never close theyre available 24

hours a day seven days a week and theyre only a mouse click away

Uniquity If youre out of state or even out of the country when a money problem arises you

can log on instantly to your online bank and take care of business 247

Transaction speed Online bank sites generally execute and confirm transactions at quicker

speed You can withdrew cash from anywhere with help of your ATM or debit card

Efficiency You can access and manage all of your bank accounts including IRAs CDs even

securities from one secure site

Effectiveness Many online banking sites now offer sophisticated tools including account

aggregation stock quotes rate alerts and portfolio managing programs to help you manage all

of your assets more effectively

35

2REVIEW OF LITERATURE

As we know that each study has some background information is gather by the researcher from the

other studies conducted by the other people in the area Revises are the guidelines to understand the

problem so reviews provide some secondary data regarding the problem

Faulhaber (1995) conducted a research on Banking Markets Productivity Risk

and Customer Satisfaction A structural model was developed which incorporates bank decisions on

productivity risk taking and customer satisfaction into an equilibrium model of banking markets This

structural model was estimated directly for 219 large US banks 1984-1992 The results were (i)

banks differ widely in their ability to manage risk (ii) greater customer satisfaction correlates with

greater profitability principally due to higher levels of demand (iv) very large bank-specific effects

that previous researches discovered appear to have been largely captured in the structural model

Shamsuddoha and Alamgir( 2004) formulated research on Loyalty and Satisfaction Construct in

Retail Banking - An Empirical Study on Bank Customers This study investigated

customer satisfaction as the most important factor behind loyalty in retail banking Various study

showed that satisfaction plays an important role to establish loyal customer base This study points out

that satisfaction and loyalty relationship was critical for retail banks Understanding the factors behind

loyalty as well as the antecedents of customer satisfaction was an important issue for academic research

as well as for marketing in financial services The major aim of this study was to identify satisfaction as

the major factor behind customer loyalty in retail banking To comply with the aim two basic questions

had been investigated where one was related to determine the relationship between satisfactionand

loyalty in retail banking and the second one was to determine the role of dimensions of service quality

towards satisfaction The research had been carried out through secondary research and primary

research Survey method had been used for primary research Personal contact approach through

questionnaire had been introduced to conduct the survey The findings revealed that satisfaction and

loyalty were related to each other Moreover satisfaction had a positive and direct impact on loyalty in

bankingInthis key words were Loyalty Satisfaction Retail bank

36

Fuchita(2005) conducted research customer satisfaction surveys as a means of improving disclosure

Japans Financial Services Agency (FSA) requested the banks securities brokerages and insurance

companies to conduct customer satisfaction surveys and publish the results Some have opined that

such a request by the financial authorities constitutes excessive intervention in the private sectors

management of the financial services business The author argued that the disclosure

of customer satisfactionand other non-financial information was a welcome request from the standpoint

of full disclosure

Naga and Rajan (June2005) formulated research on Measuring Customer Relationships The Case of

the Retail Banking Industry argued that GAAP was ill suited for estimating the future profitability of

intangibles It characterized the core deposit intangible an important retail banking intangible

representing a banks relationships with its customers using financial and nonfinancial metrics on price

service customer usage and customer satisfaction This result occurred because the activities

underlying the measures were causally interlinked to profits and explicitly illustrate these linkages with

a structural path model Measurement model also predicted significant interactive effects in the way our

measures were informative about future profits and documented such effects not just among the

individual measures but also across the measures and environmental factors such as the banks strategy

In sum measurement model illustrated the key drivers measures and interactions in retail

banking customer relationships

David (2007) conducted a study thatthe relative efficiency of banks taking into account

a customer satisfactionratingformulated research on this paperused customer satisfaction scored

generated for a New Zealand wide survey of consumers to augment analysis of bank efficiency and to

achieve greater consistency with shareholder value analysis It was found that

the customer satisfaction score needs to be adjusted for the number of locations (branches) through

which customers were served The extent of divergence in efficiency was significantly reduced

consistent with propositions that a large divergence in efficiency scores should not be sustainable in a

competitive market

37

Haisley and Loewenstein (2009)conducted a research on the effect of gift sequence on deposit

balances and customer sentiment in a commercial bank The impact of gifts on deposit balances

and customer sentiment was examined in a longitudinal field experiment conducted on depositors at

a bank Several factors were manipulated gift type the accompanying message and the sequence

of gift value which was either increasing ($35 then $100 gift) decreasing ($100 then $35 gift) or a

single gift Gifts increased deposit balances survey response rates and measures of customer

satisfaction trust and loyalty compared to the no-gift control Within gift conditions the sequence of

gift value was the most important factor with a highly detrimental effect of decreasing value on

deposit balances These results showed evidence of persistence in a long term follow-up analysis of

deposit balances It concluded that by providing reciprocation gift giving sequence effects

preference patterns customer are satisfied

Hazra and Srivastava(2009) conducted research on impact of service quality on customer loyalty

commitment and trust in the Indian banking sector It examined the relationship of service quality

with customer loyalty commitment and trust from the customerrsquos perspective in the Indian banking

sector Data was collected from 300 customers of public and private sector banks using structured

interview schedules The results showed that dimensions of service quality such as assurance-

empathy reliability and tangibles significantly predict customer trust and commitment The results

also indicated that service quality was positively associated with customer loyalty

Private bank customers were more committed and loyal as they receive better quality of service

The study implied that public sector banks should also come forward and try their best to provide

better quality service to win back their customersrsquo loyalty and commitment

Mengi (2009)formulated Customer Satisfaction with Service Quality An Empirical Study of Public

and Private Sector Banks It compared customersrsquo perceptions of service quality of public

and private banks of Jammu The service quality of both the banks had been measured using

SERVQUAL (service quality) scale SERVQUAL scale was used to determine different dimensions

of service quality and chi-square analysis was used to understand the impact of SERVPERF

(service performance) dimensions (tangibility reliability responsiveness assurance and empathy)

on customer satisfaction It was found that customers of public sector banks are more satisfied with

the service quality than those of private sector banks

38

Sinha and Sharma (2009) formulated research on the Legality of Forex Derivative Contracts

Recent Developments in India June 01 2009 It critically examined the ruling in Rajshree Sugar amp

Chemicals Ltd v ING VYSYA bank which upholds the legal validity of forex derivative contracts

under Indian law It also reflects on ICICI Bank Ltd v Sundaram Multi Pap Ltd which followed

the same trend in a different context

The perusal of literature revealed the most of the researches are in foreign They had discussed

about the various problem faced by Customer in bank but it was also discussed whether the

customers are satisfied with the present banking services and the problem faced by them by not

providing services at time

39

31 NEED OF THE STUDY

After conducting the review of researchers done by various professional a gap has been identified

Various studies were conducted on the impact of service quality on customer loyalty

commitment and trust in the indian banking sector and customer satisfaction keeping in view the

increasing market size and intense competition But till now there had not been any research

regarding customer satisfaction in ING VYSYA bank related to matters like whether the

customers were satisfied with the present banking services and customers perception towards

bankingThis gap had been identified and it had let to the present research being undertaken So

the need was felt to cover the areas neglected Thus here customer satisfaction in ING VYSYA

bank has been taken care of

32 SCOPE OF THE STUDY

The scope of the present study was limited to customer of ING VYSYA Bank Dinanagar only

33 OBJECTIVES OF THE STUDY

1) To know whether the customers are satisfied with the present banking services

2) To know the services preferred by customer

3) To study the scope for further improvement in banking scenario

4) To provide the appropriate recommendations to bank to increase customerrsquos satisfaction rate

40

4RESEARCH METHODOLOGY

Research methodology is a systemic way to solve the research problem It may be understood as a

science of studying how research is done systematically

Research

According to Clifford Woody research comprises defining and redefining problems formulating

hypothesis or suggested solutions collecting organising and evaluating data making deductions

and reaching conclusions and at last carefully testing the conclusion to determine whether they

fit the formulating hypothesis

DSlesinger and MStephenson in the Encyclopaedia of social science define the research as ldquothe

manipulation of thingsconcepts or symbols for the purpose of generlising to extent correct or

verify knowledge whether that aids in construction of theory or in practice of an artrdquo

41 Research Design

Research design is known as a framework within which the whole activity of research and

methods or procedures are clearly mentioned under which the research is to conduct

Descriptive research and Conclusion Oriented research

The descriptive research is concerned with specific predictions with narration of facts and

characteristics concerning individuals groups or situations This research conducted is a descriptive

one The conclusion oriented research aims at determining a particular result from the research done

42 Sampling design

A sampling design is a definite plan for obtaining a sample from a given population It refers to

the technique or the procedure the researcher adopts in selecting items for the sample The

following factors have to decide within the scope of sample design

421 Universe

All the items under consideration in any field of study constitute a lsquouniversersquo or lsquopopulationrsquo

This study constitute all the customers of ING VYSYA Bank Dinanagar

41

422 Sampling frame

Sample frame refers from where the questionnaires are to be filled Our sample frame consists of

customers and staff of ING VYSYA Bank

423 Sampling unit

Sampling unit is the every single person who is a customer of ING VYSYA bank and can fill the

questionnaire Or in other words every single respondent

424 Sample size

It is the number of respondents under consideration In this report sample size is 100

425 Sampling Technique

It is a method of selecting sample size for the study Sampling technique used for this study is

convenience sampling

43 Data Collection and Analysis

431 Data Collection

It is the type of data used for the study In this study both primary and secondary data is used

Secondary Data

The secondary data are those data which have already been collected by someone else and which

have already been passed through the statistical process Magazines journals are used as source of

secondary data

Primary Data

Primary data is first hand information and thus happen to be original Such original data is

compiled and studied for a specific purpose

42

The various sources of information are

1 Questionnaires from respondents

2 Consulting with officials of the bank

432 Tools of presentation and Analysis

Tables percentage bar graphs and pie charts were used to analyze the data

44 LIMITATIONS OF THE STUDY

1 The Banking association of ING VYSYA Bank walk- in have considered

2 The Respondents were sometimes not ready to provide the required information

3 Many a time the data collected from various sources was contradictory

4 Time Bound Research conducted was one time research ie restricted to 6 weeks

5 Sample Size was small ie100

6 People were reluctant to spare their time for the survey

7 Responses may be biased given by the sample population because people hesitate to

release their personal life issues in public

43

5 DATA ANALYSIS AND INTERPRETATION

STATEMENT 51 Demographic Profile of Respondents

Table 51 Demographic Profile of Respondents

Analysis and InterpretationThe above table represented the demographics of the

respondents majority of the respondents were of 20 ndash 45 years Most of the respondents were

with an income ranging between Rs 10000-30000

DEMOGRAPHICS NUMBER OF

RESPONDENTS

PERCENTAGE OF

RESPONDENTS

Age

Less than 10 years

10 -20

20 - 45

Above 45 years

0

6

79

15

0

6

79

15

TOTAL 100 100

Income

10000- 30000

30000- 50000

Above 50000

47

28

18

51

30

19

Total 93 100

44

STATEMENT 52 Time period for which Customers are associated with

ING VYSYA Bank

Table 52 Time period for which Customers are associated with ING VYSYA Bank

Figure 51 Time period for which Customers are associated with ING VYSYA Bank

Analysis and Interpretation

The above analysis shows us that since ING VYSYA Bank was a growing bank so maximum

no of respondents falls in the category of 1-3 years ING VYSYA bank has made its presence

strong in the past 3-4 years Only 2 of respondents had been associated with the bank as in

when it was UTI bank From the above analysis it was interpreted that majority of the

respondents were customer of ING VYSYA bank from last three years

5540

32

Association with ING VYSYA Bank

1-3yrs

3-7yrs

7-

10yrs

Time

Period

No of Respondents of Respondent

1-3 years 55 55

3-7 years 40 40

7-10 years 3 3

Above 10

Years

2 2

TOTAL 100 100

45

STATEMENT5 3 Visit in the branch

Table 53 Visit in the branch

Visit in the branch No of respondent of respondents

Never 1 1

1-3 times 50 50

4-9 times 34 34

10-19 times 15 15

Total 100 100

Figure 52 Visit in the branch


From the above given data it was analyzed that 50 of the respondents have visited

ING VYSYA bank branch 1-3 times in last 3 months 34 have visited 4-9 times

15 have visited 10-19 times and 1 never visited the branch in last 3 months It

was interpreted that majority of the respondents have visited

1

50

34

15

Visit in the Branchnever

1-3

times4-9

times10-

19times

46

STATEMENT54 Source of awareness regarding ING VYSYA Bank

Table 54 Source of Awareness Regarding ING VYSYA Bank

Medium No of respondents of Respondent

Advertisement 18 18

Peer Group 18 18

Newspaper 6 6

Direct 58 58

TOTAL 100 100

Figure 53 Source of Awareness Regarding ING VYSYA Bank


From the above data it had been analyzed that 18 of respondents got awareness about ING

VYSYA bank through advertisements on television hoardings posters etc 18 of

respondents came to know about ING VYSYA Bank through the Peer group 6 got through

newspapers and the 58 through direct contact with the bank As per the above analysis it

had been interpreted that maximum no of respondents got awareness regarding ING VYSYA

bank through direct contact rather than other sources

18

18

6

58

Source Of Awareness

Advertisements

Peer group

Newspaper

Direct

47

STATEMENT55 Perception towards ING VYSYA Bank

Table55Perception towards ING VYSYA Bank

Perception No of respondent of respondents

Friendly Staff 93 28

Timely Product Delivery

And Servicing

89 27

Provide Value Added

Services

79 24

Compete With

Competitors

70 21

Total 331 100

Figure 54 Perception Towards ING VYSYA Bank


From the above data it was analyzed that 28 of respondents perceived that ING VYSYA

bank had friendly staff 27 of respondents thought that ING VYSYA bank provide timely

product delivery and services 24 said that it provide value added services From the above

analysis it can be interpreted that respondents perceived ING VYSYA bank staff as a friendly

staff

28

27

24

21Friendly Staff

Timely product

delivery

Provide value

added services

Compete with

compititors

48

STATEMENT5 6 Facilities availed by respondents from ING VYSYA Bank

Table 56 Facilities availed by respondents from ING VYSYA Bank

FACILITIES No of respondents of Respondent

Deposits 75 40

Loan 25 14

Overdraft Facilities 15 8

Internet Banking 70 38

TOTAL 185 100

Figure 55 Facilities Availed by Respondents

Analysisamp Interpretation

From the above data it had been analyzed that 40 of the respondents said that they availed

deposit facility of the Bank and 38 respondents said that they used internet banking facilities

14 said that they used overdraft facilities and 8 said that they availed overdraft facilities

From the above analysis it had been interpreted that respondents took less overdraft facilities as

they had to pay interest to the bank

41

138

38

Deposits

Loans

Overdrafts

Internet Banking

49

STATEMENT5 7 Type of accounts in ING VYSYA Bank

Table 57 Type of accounts in ING VYSYA Bank

Account No of respondents of Respondent

Savings 73 63

Current account 23 20

Fixed deposits 5 4

Demat 4 3

Any Other 10 10

TOTAL 115 100

Figure 56 Type of Accounts in ING VYSYA Bank


The above diagram shows that 63 of respondents said that they had saving account in ING

VYSYA bank 20 of respondents had current account 4 of respondents had the fixed

deposit account3 had Demat Account and 10 of respondents were those who had other

accounts with the ING VYSYA bank ie Recurring Deposit salary etc Respondents were more

satisfied with saving accounts than current accounts because of factors like interest on the

deposits better services free cheque books etc

0

20

40

60

80

100

120

no of

respondents

of

respondents

50

STATEMENT58 Usage of modern age banking facilities

Table 58 Usage of modern age banking facilities

Facilities No of respondent of respondents

Phone banking 45 15

ATMDebit card 75 25

Mobile banking 54 18

Net banking 48 16

Insta alerts 33 11

E-mail statement 45 15

Total 300 100

Figure 57Usage of modern age banking facilities

35

7550

20

180

19

42

28

11

100

Phone banking ATMDebit card

Net banking Insta alerts Total

0

50

100

150

200

250

300

Noof Respondents of Respondents

51

Analysis amp Interpretation

From the above data it had been analyzed that 15 of the respondents used phone banking 25 of

the respondents used ATMDebit card 18 used mobile banking 16 of the respondents used net

banking 11 used insta alerts and 15 used e-mail statement

From the above analysis it was interpreted that majority of the respondents used

ATMDebit card

52

STATEMENT 59 Ranking the services of ING VYSYA Bank

Table 59Ranking the services of ING VYSYA Bank

Services Rank 1 Rank 2 Rank 3 Rank 4 Rank 5 Weighted

average score

Time saving 12 22 20 38 8 308

Inexpensive 62 22 2 6 8 176

Easy processing 12 38 32 12 6 262

Easy fund transfer 12 14 32 32 10 314

Anytime banking 2 4 14 12 68 440

Total 100 100 100 100 100


As in the above table various services of bank were being ranked to know the respondents reaction

towards these services Inexpensive services were ranked 1 with summated score of 176 Second

rank was given to easy processing Time saving was ranked third easy fund transfer and anytime

banking were ranked 4 and 5 respectively

From the above table it had been concluded that according to respondents inexpensive services was

the main service provided by ING VYSYA bank Easy processing and time saving were the next

main services provided by the ING VYSYA bank

53

STATEMENT 510 Rating the satisfaction level of the customers regarding ING VYSYA

Bank

Table 510 Rating the satisfaction level of the customers regarding ING VYSYA Bank

Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age

Facilities Than Other

Banks

14 48 24 12 02 360

82) Fastest And Most

Flexible Services

18 42 30 10 00 368

83) Reasonable Interest

Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score

Strongly Disagree - (1001) = 100

Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400

Strongly Agree - (1005) = 500

54


From the above table it was seen that the statements rdquo better E age facilities than other banksrdquo the

value lies between neutral and agree but the value is more towards agree so the respondents were

agreed to this statement value of statement ldquofastest and most flexible servicesrdquo and ldquo socially

responsiblerdquo lies between neutral and agree but the values were more inclined towards agree so the

respondents were again agreed to the statement the statements ldquoReasonable interest rate on Loansrdquo

lies between disagree and neutral but the value were more inclined towards neutral Value of

statement ldquoinsecurityrdquo lies between disagree and neutral but it is more inclined towards disagree So

the respondents disagreed to this statement

So it is concluded that majority of respondents rated social responsibility and fastest and most

flexible services were provided by ING VYSYA Bank as it lied between strongly agree and agree

55

STATEMENT 511 Satisfied with loan facilities

Table 511 Satisfied with loan facilities

Option No of respondents of Respondent

Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100

Figure 58 Satisfied with Loan Facilities


From the above table it was analyzed that 67 of the respondents were satisfied with the loan

facilities 3 of the respondents were not satisfied with the loan facilities and 30 were not sure that

whether they were satisfied or not

From the above analysis it was interpreted that majority of the respondents were satisfied with the

loan facility provide by ING VYSYA bank like student loan personal loan home finance and car

loan

67

30

3

SATISFIED WITH LOAN FACILITIES

Yes

Notsure

No

56

6 FINDINGS OF THE STUDY

After researching through financial performance of ING VYSYA Bank and so many questions

following are the findings of the study

Majority of the respondents were customer of ING VYSYA bank from last three years

Maximum no of respondents got awareness regarding ING VYSYA bank through direct

rather than other sources

Majority of the respondents visited branch 1-3 times in last 3 months

Majority of the respondents were satisfied customer of ING VYSYA Bank and do

not want any changes in it But as they were not highly satisfied there is a scope of

improvement

Majority of the respondents used ATMDebit card

Majority of respondents rated social responsibility and fastest and most flexible services were

provided by ING VYSYA Bank as it lied between strongly agree and agree

Easy processing and anytime banking were the next main services provided by the ING

VYSYA bank

Majority of the respondents were more satisfied with saving accounts than current accounts

because of factors like interest on the deposits better services free cheque books etc

Majority of the respondents were satisfied with the procedure of opening accounts

Maximum respondents were of the view that minimum balance limit should be somewhat

less

57

7 CONCLUSION AND RECOMMENDATIONS

71 CONCLUSION

After completing this project we understand that if any organization wants to lead the market then it

has to focus on customer centered strategies and to provide better customer services

ING VYSYA bank is one of the leading banks in private sector in India It has made a mark in the

field of banking industry in a short span of time It has strongly worked to widen its network It has

more than 1000 branches and extension counters The bank provides innumerable services to its

customers It includes personal banking dematerialization auto loan anywhere banking etc Bank is

paying full attention to its customers and is also providing good services to the customers The

market reputation of the bank is increasing day by day because of the increase in the size of the

balance sheet though it has to face cut throat competitionAfter conducting the review of researchers

done by various professional a gap has been identified Various studies were conducted on the

Impact of Service Quality on Customer Loyalty Commitment and Trust in the Indian Banking

Sector and customer satisfaction keeping in view the increasing market size and intense competition

But till now there has not been any research regarding customer satisfaction in ING VYSYA bank

regarding whether the customers are satisfied with the present banking services and customers

perception towards bankingThis gap has been identified and it has let to the present research being

undertaken So the need was felt to cover the areas neglected Thus here customer satisfaction in

ING VYSYA bank has been taken care of

To conclude we can say that ING VYSYA bank is successfully moving towards its goals while

taking special care of the interests of its customers

58

7 2 RECOMMENDATIONS

The recommendations are the important part of any type of study because through this the Bank comes to

know about their shortcomings and helps in further improvements The following recommendations were

made after the study

As ING VYSYA bank has made its presence strong in the past 3-4 year so my recommendation

is that bank needs to maintain amp strengthen its position among its competitors in market And to

achieve this goal Bank needs to focus on more customer oriented services

ING VYSYA bankrsquos accountholders usually have less fixed deposits accounts It can increase

interest on fixed deposit accounts amp thus providing more competitive products to its customers

In todayrsquos scenario almost all the banks provide satisfactory ATM facility so in order to have

competitive edge over other banks it should improve mobile amp net banking facility for its

customers Bank can put some efforts to aware the customers about mobile amp net banking amp

assure them regarding its safety

ING VYSYA bank should provide most flexible amp customized services to its priority customers

so that its word of mouth advertisement can be increased

ING VYSYA bank should keep a reasonable minimum limit so that its easy for every customer

to maintain their accounts

59

REFERENCES

Faulhaber (1995) ldquoBanking Markets Productivity Risk and Customer Satisfactionrdquopp95-14

Shamsuddoha and Alamgir ( 2004) ldquo Loyalty and Satisfaction Construct in Retail Banking -

An Empirical Study onBank Customersrdquo The Chittagong University Journal of Business

Administration Vol 19 2004 httpwwwbankorgukinternet-banking

Fuchita (2005) ldquoMeans of Improving Disclosurerdquo Nomura Capital Market Review Vol 8

No3 pp 14-20 Autumn 2005

David (2007) ldquoTripeThe Relative Efficiency of Banksrdquo20th Australasian Finance amp

Banking Conference 2007 Paper

Haisley and Loewenstein (2009) ldquoIt is Not What You Get But When You Get it The Effect

of Gift Sequence on Deposit Balances and Customer Sentiment in a Commercial Bankrdquo

Hazra and Srivastava(2009) ldquoImpact of Service Quality on Customer Loyalty Commitment

and Trust in the Indian Banking Sectorrdquo The IUP Journal of Marketing Management Vol

VIII Nos 3 amp 4 pp 74-95 August amp November 2009

Mengi (2009) ldquoCustomer Satisfaction with Service Qualityrdquo The IUP Journal of

Management Research Vol VIII No 9 pp 7-17 September 2009 Nagar andRajan (June

2005) ldquoMeasuring Customer Relationshipsrdquo httpssrncomabstract=730723

Nitsure Rupa ragerdquocurrent operationsrdquoEconomic and Political WeeklyDec 272003 issue

Maheshwara RaoTUma and Hymavathirdquoshareholdings of bankrdquoIndian journal of

marketing volXXXV No4April 2005

Malhotra TDprivacy promise to customersSultan Chand and SonsNew Delhi2002

Kannabiran GNarayan PCrdquo-ECSrdquo Retrieved from doiwileycom101002itdj20025

60

QUESTIONNAIRE

Dear Respondent

I Aradhana of Apeejay Institute of Management Technical Campus Jalandhar is

conducting a research on ldquoCustomer Satisfaction in ING VYSYA Bankrdquo So I request you to

spare a few minutes from your busy schedule and fill this form I assure you that the information will

be kept confidential

Name of the Customer

Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000

1) You have been a customer of ING VYSYA Bank since

a) 1-3 years b) 3-7 years

c) 7-10 years d) 10 years above

2) To what extent are you satisfied with ING VYSYA Bank

(a) Highly satisfied (b) satisfied

(c) Dissatisfied (d) highly dissatisfied

3) How did you come to know about the ING VYSYA Bank

a) Advertisement b) Peer Group

c) Newspaper d) Direct

61

4) What is your Perception Towards ING VYSYA Bank

a) Friendly Staff b) Timely Product Delivery And Services

c) Provide Value Added Services d) Complete With Competitors

5) Which facility you have taken from ING VYSYA Bank

a) Deposit b) Loans

c) Overdraft Facilities d) Internet Banking

6) What type of account do you have with the bank

a) Savings AC b) Fixes deposit AC

c) Current account d) Any Other

7) Which of the following modern age banking facilities are you aware of (Multiple answers)

(a) Phone banking (b) ATM Debit card

(c) Mobile banking (d) net banking

(e) Insta alerts (f) Email statement

8) Please Rank the Services of ING VYSYA Bank on scale of 1 to 5 (Where 1 is the major cause

and 5 is the minor cause)

A) Time Saving

B) Inexpensive

C) Easy Processing

D) Easy Fund Transfer

E) Anytime Banking

62

9) Please rate the satisfaction level regarding the following features of ING VYSYA bank

Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable

Interest Rate on Loans

84)Socially

Responsible

85) Insecurity

10) Are you satisfied with the categories of loans available options are student loan

personal loan home finance and car finance

YES NOT SURE NO

11) Do you think senior citizen are satisfied with the with the services provided by ING VYSYA

bank

YES NO

Thank You

2

In 1987 Vysya Bank established two independently operating subsidiaries providing equipment

leasing and home mortgaging services (Vysya Bank Leasing Ltd and Vysya Bank Housing Finance

Ltd respectively) In 1994 Vysya Bank began marketing several innovative financial products to the

fast-growing Indian middle-class segment (eg Vysprime and Vysinvest for NRIsVysbuy for

consumer financing Vysmobile for auto loan financing and Vysequity for common equity

financing)

Globalisation through Europe

Bank In 1999 Vysya Bank joined the ING Group in co-marketingdistribution of life insurance

products in India Vysya Bank also acquired a 26 equity stake in the ING Asset Management

Company In 2000 Vysya Bank ING Insurance and the Damani Group formed a life insurance JV

this innovative collaboration marks the first bancassurance venture in India In 1995 Vysya Bank

entered into a long-term strategic alliance with Belgian bank Bank Bruxelles Lambert (BBL)

Following this agreement the Vysya Bank engaged KPMC Peat Marwick for assistance in re-

engineering its business processes in preparation for globalisation In 1996 an international

investment banking joint venture (JV) with MC Securities (London) an investment banking

subsidiary of BBL was formally established

In 1998 the ING Group acquired BBL and all its contractual and JV interests in Vysya

Formal merger with the ING Group

In 2002 Vysya Banks Board of Directors and the RBI approved Vysya Banks formal merger with

the ING Group Under Indian law this move allowed ING to increase its total equity holdings in

Vysya Bank from 20 to 44 Peter Alexander Smyth and Jacques PM Kemp were appointed to the

board of the newly formed ING Vysya Bank

ING Vysya Bank then appointed Bart Hellemans as CEO and managing director (MD) and G

Mallikarjuna Rao as chairman of the board

3

Post merger News























4

CURRENT OPERATIONS




wholesale banking

Retail banking






Private banking



banking segment













5



ING VYSYA APPS



PRODUCTS


Personal banking



Loans

Cards

Demat

Investment

Insurance

Wholesale banking

Premium Banking

Private Banking

NRI banking



Money Transfer


Research Reports

Payment Services

6

SME banking



Business Financing

Trade Services


Cards



sector

SERVICES






banks










7

Treasury






OPERATIONS

















8

Shareholding




others









NRIOCBOthers 0040


9

ADSGDRs 1702

Total 1000

Employees




CSR Activities




Sustainable

Livelihood




Training for

Occupation Skills

Credit Counseling

Financial Literacy

Market Linkages

Reached 20 lakh


states

Financial

Literacy




the society


schools


workshops




programs



10

workshops




Grow with Books

Library programs

Engineering

scholarships

Child development

program

Family based care

programs

A large number of

students reached

through various

programs across the

country

Training





Skill-based courses

Technical amp

vocational training

Basic computer

programming

Educational support

for children


benefitted through


the country

Community



building programs


programs

Setting up blood

storage facilities

Construction of


schools


150 tribal girls

benefitted through

sanitation project

350 poor and needy

children supported


11

Our Mission


clientele




Core Values

Customer Centricity

Ethics

Transparency

Teamwork

Ownership

Go Green




Promoting paperless

banking


(Internet Mobile

Phone ATM)

Energy efficiency




transactions direct

banking channels


commute


subscribed for e-

statement


clean energy

12

SWOT ANALYSIS

STRENGTHS




WEAKNESSES




OPPORTUNITIES



THREATS


Foreign banks

Government banks


13




Satisfaction Study


Account information

Channel activities

Facility

Fees

Problem resolution

Product offerings













14






























15


customer consents














product and scheme


BANK

ACCOUNTS





16

Features










Savings Account





day








17






At-par cheque

Anywhere Banking

Telebanking

iConnect

Mobile Banking






FEATURES







premium (LIC)








18




locations

























Demand Draft issued



19













Special Previlege













Banking Privileges





20






Anywhere Banking

Telebanking

DEPOSITS





Deposit Schemes














Change in tenure


21




Withdrawals


was booked

















22

LOANS





KEY BENEFITS

Loan up to 15 Lac


Easy documentation











KEY BENEFITS






23









KEY BENEFITS






KEY BENEFITS



Quick processing

Easy documentation



24



KEY BENEFITS







CARDS

















25




Worldwide reach



Reward program








Pay Orders obsolete

Other Advantages


Some of them are









VYSYA bank

26








Purpose




Incentives

Commission

Rewards

Bonus

Reimbursements

Other payments



Local Conveyance


Petrol Entitlement


Bills Credit

27

GIFT CARD




























free of cost

28

ESHOP CARDS





ONLINE TRADING









INVESTMENT








cost

29




























constantly updated

30

Rematerilialisation








Dial-Your-Demat





Balance Inquiry






Change of PIN

31

PAYMENTS

BILL PAY




Features-











next billing cycle

32








TAX PAYMENTS






Income Tax


Gift Tax

Wealth Tax







33

OTHER SERVICES

MOBILE REFILL










LOCKER



valuables

ONLINE SHOPPING








34
















35



























36







of full disclosure



















competitive market

37






























38










39


















40




Research








41 Research Design







42 Sampling design




421 Universe



41

422 Sampling frame



423 Sampling unit



424 Sample size






431 Data Collection


Secondary Data



secondary data

Primary Data



42















43








RESPONDENTS

PERCENTAGE OF

RESPONDENTS

Age

Less than 10 years

10 -20

20 - 45

Above 45 years

0

6

79

15

0

6

79

15

TOTAL 100 100

Income

10000- 30000

30000- 50000

Above 50000

47

28

18

51

30

19

Total 93 100

44


ING VYSYA Bank









5540

32


1-3yrs

3-7yrs

7-

10yrs

Time

Period


1-3 years 55 55

3-7 years 40 40

7-10 years 3 3

Above 10

Years

2 2

TOTAL 100 100

45




Never 1 1

1-3 times 50 50

4-9 times 34 34

10-19 times 15 15

Total 100 100







1

50

34

15


1-3

times4-9

times10-

19times

46




Advertisement 18 18

Peer Group 18 18

Newspaper 6 6

Direct 58 58

TOTAL 100 100









18

18

6

58

Source Of Awareness

Advertisements

Peer group

Newspaper

Direct

47






And Servicing

89 27

Provide Value Added

Services

79 24

Compete With

Competitors

70 21

Total 331 100







staff

28

27

24

21Friendly Staff

Timely product

delivery

Provide value

added services

Compete with

compititors

48




Deposits 75 40

Loan 25 14



TOTAL 185 100








41

138

38

Deposits

Loans

Overdrafts

Internet Banking

49




Savings 73 63


Fixed deposits 5 4

Demat 4 3

Any Other 10 10

TOTAL 115 100









0

20

40

60

80

100

120

no of

respondents

of

respondents

50




Phone banking 45 15

ATMDebit card 75 25


Net banking 48 16

Insta alerts 33 11


Total 300 100


35

7550

20

180

19

42

28

11

100



0

50

100

150

200

250

300


51






ATMDebit card

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

3

Post merger News























4

CURRENT OPERATIONS




wholesale banking

Retail banking






Private banking



banking segment













5



ING VYSYA APPS



PRODUCTS


Personal banking



Loans

Cards

Demat

Investment

Insurance

Wholesale banking

Premium Banking

Private Banking

NRI banking



Money Transfer


Research Reports

Payment Services

6

SME banking



Business Financing

Trade Services


Cards



sector

SERVICES






banks










7

Treasury






OPERATIONS

















8

Shareholding




others









NRIOCBOthers 0040


9

ADSGDRs 1702

Total 1000

Employees




CSR Activities




Sustainable

Livelihood




Training for

Occupation Skills

Credit Counseling

Financial Literacy

Market Linkages

Reached 20 lakh


states

Financial

Literacy




the society


schools


workshops




programs



10

workshops




Grow with Books

Library programs

Engineering

scholarships

Child development

program

Family based care

programs

A large number of

students reached

through various

programs across the

country

Training





Skill-based courses

Technical amp

vocational training

Basic computer

programming

Educational support

for children


benefitted through


the country

Community



building programs


programs

Setting up blood

storage facilities

Construction of


schools


150 tribal girls

benefitted through

sanitation project

350 poor and needy

children supported


11

Our Mission


clientele




Core Values

Customer Centricity

Ethics

Transparency

Teamwork

Ownership

Go Green




Promoting paperless

banking


(Internet Mobile

Phone ATM)

Energy efficiency




transactions direct

banking channels


commute


subscribed for e-

statement


clean energy

12

SWOT ANALYSIS

STRENGTHS




WEAKNESSES




OPPORTUNITIES



THREATS


Foreign banks

Government banks


13




Satisfaction Study


Account information

Channel activities

Facility

Fees

Problem resolution

Product offerings













14






























15


customer consents














product and scheme


BANK

ACCOUNTS





16

Features










Savings Account





day








17






At-par cheque

Anywhere Banking

Telebanking

iConnect

Mobile Banking






FEATURES







premium (LIC)








18




locations

























Demand Draft issued



19













Special Previlege













Banking Privileges





20






Anywhere Banking

Telebanking

DEPOSITS





Deposit Schemes














Change in tenure


21




Withdrawals


was booked

















22

LOANS





KEY BENEFITS

Loan up to 15 Lac


Easy documentation











KEY BENEFITS






23









KEY BENEFITS






KEY BENEFITS



Quick processing

Easy documentation



24



KEY BENEFITS







CARDS

















25




Worldwide reach



Reward program








Pay Orders obsolete

Other Advantages


Some of them are









VYSYA bank

26








Purpose




Incentives

Commission

Rewards

Bonus

Reimbursements

Other payments



Local Conveyance


Petrol Entitlement


Bills Credit

27

GIFT CARD




























free of cost

28

ESHOP CARDS





ONLINE TRADING









INVESTMENT








cost

29




























constantly updated

30

Rematerilialisation








Dial-Your-Demat





Balance Inquiry






Change of PIN

31

PAYMENTS

BILL PAY




Features-











next billing cycle

32








TAX PAYMENTS






Income Tax


Gift Tax

Wealth Tax







33

OTHER SERVICES

MOBILE REFILL










LOCKER



valuables

ONLINE SHOPPING








34
















35



























36







of full disclosure



















competitive market

37






























38










39


















40




Research








41 Research Design







42 Sampling design




421 Universe



41

422 Sampling frame



423 Sampling unit



424 Sample size






431 Data Collection


Secondary Data



secondary data

Primary Data



42















43








RESPONDENTS

PERCENTAGE OF

RESPONDENTS

Age

Less than 10 years

10 -20

20 - 45

Above 45 years

0

6

79

15

0

6

79

15

TOTAL 100 100

Income

10000- 30000

30000- 50000

Above 50000

47

28

18

51

30

19

Total 93 100

44


ING VYSYA Bank









5540

32


1-3yrs

3-7yrs

7-

10yrs

Time

Period


1-3 years 55 55

3-7 years 40 40

7-10 years 3 3

Above 10

Years

2 2

TOTAL 100 100

45




Never 1 1

1-3 times 50 50

4-9 times 34 34

10-19 times 15 15

Total 100 100







1

50

34

15


1-3

times4-9

times10-

19times

46




Advertisement 18 18

Peer Group 18 18

Newspaper 6 6

Direct 58 58

TOTAL 100 100









18

18

6

58

Source Of Awareness

Advertisements

Peer group

Newspaper

Direct

47






And Servicing

89 27

Provide Value Added

Services

79 24

Compete With

Competitors

70 21

Total 331 100







staff

28

27

24

21Friendly Staff

Timely product

delivery

Provide value

added services

Compete with

compititors

48




Deposits 75 40

Loan 25 14



TOTAL 185 100








41

138

38

Deposits

Loans

Overdrafts

Internet Banking

49




Savings 73 63


Fixed deposits 5 4

Demat 4 3

Any Other 10 10

TOTAL 115 100









0

20

40

60

80

100

120

no of

respondents

of

respondents

50




Phone banking 45 15

ATMDebit card 75 25


Net banking 48 16

Insta alerts 33 11


Total 300 100


35

7550

20

180

19

42

28

11

100



0

50

100

150

200

250

300


51






ATMDebit card

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

4

CURRENT OPERATIONS




wholesale banking

Retail banking






Private banking



banking segment













5



ING VYSYA APPS



PRODUCTS


Personal banking



Loans

Cards

Demat

Investment

Insurance

Wholesale banking

Premium Banking

Private Banking

NRI banking



Money Transfer


Research Reports

Payment Services

6

SME banking



Business Financing

Trade Services


Cards



sector

SERVICES






banks










7

Treasury






OPERATIONS

















8

Shareholding




others









NRIOCBOthers 0040


9

ADSGDRs 1702

Total 1000

Employees




CSR Activities




Sustainable

Livelihood




Training for

Occupation Skills

Credit Counseling

Financial Literacy

Market Linkages

Reached 20 lakh


states

Financial

Literacy




the society


schools


workshops




programs



10

workshops




Grow with Books

Library programs

Engineering

scholarships

Child development

program

Family based care

programs

A large number of

students reached

through various

programs across the

country

Training





Skill-based courses

Technical amp

vocational training

Basic computer

programming

Educational support

for children


benefitted through


the country

Community



building programs


programs

Setting up blood

storage facilities

Construction of


schools


150 tribal girls

benefitted through

sanitation project

350 poor and needy

children supported


11

Our Mission


clientele




Core Values

Customer Centricity

Ethics

Transparency

Teamwork

Ownership

Go Green




Promoting paperless

banking


(Internet Mobile

Phone ATM)

Energy efficiency




transactions direct

banking channels


commute


subscribed for e-

statement


clean energy

12

SWOT ANALYSIS

STRENGTHS




WEAKNESSES




OPPORTUNITIES



THREATS


Foreign banks

Government banks


13




Satisfaction Study


Account information

Channel activities

Facility

Fees

Problem resolution

Product offerings













14






























15


customer consents














product and scheme


BANK

ACCOUNTS





16

Features










Savings Account





day








17






At-par cheque

Anywhere Banking

Telebanking

iConnect

Mobile Banking






FEATURES







premium (LIC)








18




locations

























Demand Draft issued



19













Special Previlege













Banking Privileges





20






Anywhere Banking

Telebanking

DEPOSITS





Deposit Schemes














Change in tenure


21




Withdrawals


was booked

















22

LOANS





KEY BENEFITS

Loan up to 15 Lac


Easy documentation











KEY BENEFITS






23









KEY BENEFITS






KEY BENEFITS



Quick processing

Easy documentation



24



KEY BENEFITS







CARDS

















25




Worldwide reach



Reward program








Pay Orders obsolete

Other Advantages


Some of them are









VYSYA bank

26








Purpose




Incentives

Commission

Rewards

Bonus

Reimbursements

Other payments



Local Conveyance


Petrol Entitlement


Bills Credit

27

GIFT CARD




























free of cost

28

ESHOP CARDS





ONLINE TRADING









INVESTMENT








cost

29




























constantly updated

30

Rematerilialisation








Dial-Your-Demat





Balance Inquiry






Change of PIN

31

PAYMENTS

BILL PAY




Features-











next billing cycle

32








TAX PAYMENTS






Income Tax


Gift Tax

Wealth Tax







33

OTHER SERVICES

MOBILE REFILL










LOCKER



valuables

ONLINE SHOPPING








34
















35



























36







of full disclosure



















competitive market

37






























38










39


















40




Research








41 Research Design







42 Sampling design




421 Universe



41

422 Sampling frame



423 Sampling unit



424 Sample size






431 Data Collection


Secondary Data



secondary data

Primary Data



42















43








RESPONDENTS

PERCENTAGE OF

RESPONDENTS

Age

Less than 10 years

10 -20

20 - 45

Above 45 years

0

6

79

15

0

6

79

15

TOTAL 100 100

Income

10000- 30000

30000- 50000

Above 50000

47

28

18

51

30

19

Total 93 100

44


ING VYSYA Bank









5540

32


1-3yrs

3-7yrs

7-

10yrs

Time

Period


1-3 years 55 55

3-7 years 40 40

7-10 years 3 3

Above 10

Years

2 2

TOTAL 100 100

45




Never 1 1

1-3 times 50 50

4-9 times 34 34

10-19 times 15 15

Total 100 100







1

50

34

15


1-3

times4-9

times10-

19times

46




Advertisement 18 18

Peer Group 18 18

Newspaper 6 6

Direct 58 58

TOTAL 100 100









18

18

6

58

Source Of Awareness

Advertisements

Peer group

Newspaper

Direct

47






And Servicing

89 27

Provide Value Added

Services

79 24

Compete With

Competitors

70 21

Total 331 100







staff

28

27

24

21Friendly Staff

Timely product

delivery

Provide value

added services

Compete with

compititors

48




Deposits 75 40

Loan 25 14



TOTAL 185 100








41

138

38

Deposits

Loans

Overdrafts

Internet Banking

49




Savings 73 63


Fixed deposits 5 4

Demat 4 3

Any Other 10 10

TOTAL 115 100









0

20

40

60

80

100

120

no of

respondents

of

respondents

50




Phone banking 45 15

ATMDebit card 75 25


Net banking 48 16

Insta alerts 33 11


Total 300 100


35

7550

20

180

19

42

28

11

100



0

50

100

150

200

250

300


51






ATMDebit card

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

5



ING VYSYA APPS



PRODUCTS


Personal banking



Loans

Cards

Demat

Investment

Insurance

Wholesale banking

Premium Banking

Private Banking

NRI banking



Money Transfer


Research Reports

Payment Services

6

SME banking



Business Financing

Trade Services


Cards



sector

SERVICES






banks










7

Treasury






OPERATIONS

















8

Shareholding




others









NRIOCBOthers 0040


9

ADSGDRs 1702

Total 1000

Employees




CSR Activities




Sustainable

Livelihood




Training for

Occupation Skills

Credit Counseling

Financial Literacy

Market Linkages

Reached 20 lakh


states

Financial

Literacy




the society


schools


workshops




programs



10

workshops




Grow with Books

Library programs

Engineering

scholarships

Child development

program

Family based care

programs

A large number of

students reached

through various

programs across the

country

Training





Skill-based courses

Technical amp

vocational training

Basic computer

programming

Educational support

for children


benefitted through


the country

Community



building programs


programs

Setting up blood

storage facilities

Construction of


schools


150 tribal girls

benefitted through

sanitation project

350 poor and needy

children supported


11

Our Mission


clientele




Core Values

Customer Centricity

Ethics

Transparency

Teamwork

Ownership

Go Green




Promoting paperless

banking


(Internet Mobile

Phone ATM)

Energy efficiency




transactions direct

banking channels


commute


subscribed for e-

statement


clean energy

12

SWOT ANALYSIS

STRENGTHS




WEAKNESSES




OPPORTUNITIES



THREATS


Foreign banks

Government banks


13




Satisfaction Study


Account information

Channel activities

Facility

Fees

Problem resolution

Product offerings













14






























15


customer consents














product and scheme


BANK

ACCOUNTS





16

Features










Savings Account





day








17






At-par cheque

Anywhere Banking

Telebanking

iConnect

Mobile Banking






FEATURES







premium (LIC)








18




locations

























Demand Draft issued



19













Special Previlege













Banking Privileges





20






Anywhere Banking

Telebanking

DEPOSITS





Deposit Schemes














Change in tenure


21




Withdrawals


was booked

















22

LOANS





KEY BENEFITS

Loan up to 15 Lac


Easy documentation











KEY BENEFITS






23









KEY BENEFITS






KEY BENEFITS



Quick processing

Easy documentation



24



KEY BENEFITS







CARDS

















25




Worldwide reach



Reward program








Pay Orders obsolete

Other Advantages


Some of them are









VYSYA bank

26








Purpose




Incentives

Commission

Rewards

Bonus

Reimbursements

Other payments



Local Conveyance


Petrol Entitlement


Bills Credit

27

GIFT CARD




























free of cost

28

ESHOP CARDS





ONLINE TRADING









INVESTMENT








cost

29




























constantly updated

30

Rematerilialisation








Dial-Your-Demat





Balance Inquiry






Change of PIN

31

PAYMENTS

BILL PAY




Features-











next billing cycle

32








TAX PAYMENTS






Income Tax


Gift Tax

Wealth Tax







33

OTHER SERVICES

MOBILE REFILL










LOCKER



valuables

ONLINE SHOPPING








34
















35



























36







of full disclosure



















competitive market

37






























38










39


















40




Research








41 Research Design







42 Sampling design




421 Universe



41

422 Sampling frame



423 Sampling unit



424 Sample size






431 Data Collection


Secondary Data



secondary data

Primary Data



42















43








RESPONDENTS

PERCENTAGE OF

RESPONDENTS

Age

Less than 10 years

10 -20

20 - 45

Above 45 years

0

6

79

15

0

6

79

15

TOTAL 100 100

Income

10000- 30000

30000- 50000

Above 50000

47

28

18

51

30

19

Total 93 100

44


ING VYSYA Bank









5540

32


1-3yrs

3-7yrs

7-

10yrs

Time

Period


1-3 years 55 55

3-7 years 40 40

7-10 years 3 3

Above 10

Years

2 2

TOTAL 100 100

45




Never 1 1

1-3 times 50 50

4-9 times 34 34

10-19 times 15 15

Total 100 100







1

50

34

15


1-3

times4-9

times10-

19times

46




Advertisement 18 18

Peer Group 18 18

Newspaper 6 6

Direct 58 58

TOTAL 100 100









18

18

6

58

Source Of Awareness

Advertisements

Peer group

Newspaper

Direct

47






And Servicing

89 27

Provide Value Added

Services

79 24

Compete With

Competitors

70 21

Total 331 100







staff

28

27

24

21Friendly Staff

Timely product

delivery

Provide value

added services

Compete with

compititors

48




Deposits 75 40

Loan 25 14



TOTAL 185 100








41

138

38

Deposits

Loans

Overdrafts

Internet Banking

49




Savings 73 63


Fixed deposits 5 4

Demat 4 3

Any Other 10 10

TOTAL 115 100









0

20

40

60

80

100

120

no of

respondents

of

respondents

50




Phone banking 45 15

ATMDebit card 75 25


Net banking 48 16

Insta alerts 33 11


Total 300 100


35

7550

20

180

19

42

28

11

100



0

50

100

150

200

250

300


51






ATMDebit card

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

6

SME banking



Business Financing

Trade Services


Cards



sector

SERVICES






banks










7

Treasury






OPERATIONS

















8

Shareholding




others









NRIOCBOthers 0040


9

ADSGDRs 1702

Total 1000

Employees




CSR Activities




Sustainable

Livelihood




Training for

Occupation Skills

Credit Counseling

Financial Literacy

Market Linkages

Reached 20 lakh


states

Financial

Literacy




the society


schools


workshops




programs



10

workshops




Grow with Books

Library programs

Engineering

scholarships

Child development

program

Family based care

programs

A large number of

students reached

through various

programs across the

country

Training





Skill-based courses

Technical amp

vocational training

Basic computer

programming

Educational support

for children


benefitted through


the country

Community



building programs


programs

Setting up blood

storage facilities

Construction of


schools


150 tribal girls

benefitted through

sanitation project

350 poor and needy

children supported


11

Our Mission


clientele




Core Values

Customer Centricity

Ethics

Transparency

Teamwork

Ownership

Go Green




Promoting paperless

banking


(Internet Mobile

Phone ATM)

Energy efficiency




transactions direct

banking channels


commute


subscribed for e-

statement


clean energy

12

SWOT ANALYSIS

STRENGTHS




WEAKNESSES




OPPORTUNITIES



THREATS


Foreign banks

Government banks


13




Satisfaction Study


Account information

Channel activities

Facility

Fees

Problem resolution

Product offerings













14






























15


customer consents














product and scheme


BANK

ACCOUNTS





16

Features










Savings Account





day








17






At-par cheque

Anywhere Banking

Telebanking

iConnect

Mobile Banking






FEATURES







premium (LIC)








18




locations

























Demand Draft issued



19













Special Previlege













Banking Privileges





20






Anywhere Banking

Telebanking

DEPOSITS





Deposit Schemes














Change in tenure


21




Withdrawals


was booked

















22

LOANS





KEY BENEFITS

Loan up to 15 Lac


Easy documentation











KEY BENEFITS






23









KEY BENEFITS






KEY BENEFITS



Quick processing

Easy documentation



24



KEY BENEFITS







CARDS

















25




Worldwide reach



Reward program








Pay Orders obsolete

Other Advantages


Some of them are









VYSYA bank

26








Purpose




Incentives

Commission

Rewards

Bonus

Reimbursements

Other payments



Local Conveyance


Petrol Entitlement


Bills Credit

27

GIFT CARD




























free of cost

28

ESHOP CARDS





ONLINE TRADING









INVESTMENT








cost

29




























constantly updated

30

Rematerilialisation








Dial-Your-Demat





Balance Inquiry






Change of PIN

31

PAYMENTS

BILL PAY




Features-











next billing cycle

32








TAX PAYMENTS






Income Tax


Gift Tax

Wealth Tax







33

OTHER SERVICES

MOBILE REFILL










LOCKER



valuables

ONLINE SHOPPING








34
















35



























36







of full disclosure



















competitive market

37






























38










39


















40




Research








41 Research Design







42 Sampling design




421 Universe



41

422 Sampling frame



423 Sampling unit



424 Sample size






431 Data Collection


Secondary Data



secondary data

Primary Data



42















43








RESPONDENTS

PERCENTAGE OF

RESPONDENTS

Age

Less than 10 years

10 -20

20 - 45

Above 45 years

0

6

79

15

0

6

79

15

TOTAL 100 100

Income

10000- 30000

30000- 50000

Above 50000

47

28

18

51

30

19

Total 93 100

44


ING VYSYA Bank









5540

32


1-3yrs

3-7yrs

7-

10yrs

Time

Period


1-3 years 55 55

3-7 years 40 40

7-10 years 3 3

Above 10

Years

2 2

TOTAL 100 100

45




Never 1 1

1-3 times 50 50

4-9 times 34 34

10-19 times 15 15

Total 100 100







1

50

34

15


1-3

times4-9

times10-

19times

46




Advertisement 18 18

Peer Group 18 18

Newspaper 6 6

Direct 58 58

TOTAL 100 100









18

18

6

58

Source Of Awareness

Advertisements

Peer group

Newspaper

Direct

47






And Servicing

89 27

Provide Value Added

Services

79 24

Compete With

Competitors

70 21

Total 331 100







staff

28

27

24

21Friendly Staff

Timely product

delivery

Provide value

added services

Compete with

compititors

48




Deposits 75 40

Loan 25 14



TOTAL 185 100








41

138

38

Deposits

Loans

Overdrafts

Internet Banking

49




Savings 73 63


Fixed deposits 5 4

Demat 4 3

Any Other 10 10

TOTAL 115 100









0

20

40

60

80

100

120

no of

respondents

of

respondents

50




Phone banking 45 15

ATMDebit card 75 25


Net banking 48 16

Insta alerts 33 11


Total 300 100


35

7550

20

180

19

42

28

11

100



0

50

100

150

200

250

300


51






ATMDebit card

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

7

Treasury






OPERATIONS

















8

Shareholding




others









NRIOCBOthers 0040


9

ADSGDRs 1702

Total 1000

Employees




CSR Activities




Sustainable

Livelihood




Training for

Occupation Skills

Credit Counseling

Financial Literacy

Market Linkages

Reached 20 lakh


states

Financial

Literacy




the society


schools


workshops




programs



10

workshops




Grow with Books

Library programs

Engineering

scholarships

Child development

program

Family based care

programs

A large number of

students reached

through various

programs across the

country

Training





Skill-based courses

Technical amp

vocational training

Basic computer

programming

Educational support

for children


benefitted through


the country

Community



building programs


programs

Setting up blood

storage facilities

Construction of


schools


150 tribal girls

benefitted through

sanitation project

350 poor and needy

children supported


11

Our Mission


clientele




Core Values

Customer Centricity

Ethics

Transparency

Teamwork

Ownership

Go Green




Promoting paperless

banking


(Internet Mobile

Phone ATM)

Energy efficiency




transactions direct

banking channels


commute


subscribed for e-

statement


clean energy

12

SWOT ANALYSIS

STRENGTHS




WEAKNESSES




OPPORTUNITIES



THREATS


Foreign banks

Government banks


13




Satisfaction Study


Account information

Channel activities

Facility

Fees

Problem resolution

Product offerings













14






























15


customer consents














product and scheme


BANK

ACCOUNTS





16

Features










Savings Account





day








17






At-par cheque

Anywhere Banking

Telebanking

iConnect

Mobile Banking






FEATURES







premium (LIC)








18




locations

























Demand Draft issued



19













Special Previlege













Banking Privileges





20






Anywhere Banking

Telebanking

DEPOSITS





Deposit Schemes














Change in tenure


21




Withdrawals


was booked

















22

LOANS





KEY BENEFITS

Loan up to 15 Lac


Easy documentation











KEY BENEFITS






23









KEY BENEFITS






KEY BENEFITS



Quick processing

Easy documentation



24



KEY BENEFITS







CARDS

















25




Worldwide reach



Reward program








Pay Orders obsolete

Other Advantages


Some of them are









VYSYA bank

26








Purpose




Incentives

Commission

Rewards

Bonus

Reimbursements

Other payments



Local Conveyance


Petrol Entitlement


Bills Credit

27

GIFT CARD




























free of cost

28

ESHOP CARDS





ONLINE TRADING









INVESTMENT








cost

29




























constantly updated

30

Rematerilialisation








Dial-Your-Demat





Balance Inquiry






Change of PIN

31

PAYMENTS

BILL PAY




Features-











next billing cycle

32








TAX PAYMENTS






Income Tax


Gift Tax

Wealth Tax







33

OTHER SERVICES

MOBILE REFILL










LOCKER



valuables

ONLINE SHOPPING








34
















35



























36







of full disclosure



















competitive market

37






























38










39


















40




Research








41 Research Design







42 Sampling design




421 Universe



41

422 Sampling frame



423 Sampling unit



424 Sample size






431 Data Collection


Secondary Data



secondary data

Primary Data



42















43








RESPONDENTS

PERCENTAGE OF

RESPONDENTS

Age

Less than 10 years

10 -20

20 - 45

Above 45 years

0

6

79

15

0

6

79

15

TOTAL 100 100

Income

10000- 30000

30000- 50000

Above 50000

47

28

18

51

30

19

Total 93 100

44


ING VYSYA Bank









5540

32


1-3yrs

3-7yrs

7-

10yrs

Time

Period


1-3 years 55 55

3-7 years 40 40

7-10 years 3 3

Above 10

Years

2 2

TOTAL 100 100

45




Never 1 1

1-3 times 50 50

4-9 times 34 34

10-19 times 15 15

Total 100 100







1

50

34

15


1-3

times4-9

times10-

19times

46




Advertisement 18 18

Peer Group 18 18

Newspaper 6 6

Direct 58 58

TOTAL 100 100









18

18

6

58

Source Of Awareness

Advertisements

Peer group

Newspaper

Direct

47






And Servicing

89 27

Provide Value Added

Services

79 24

Compete With

Competitors

70 21

Total 331 100







staff

28

27

24

21Friendly Staff

Timely product

delivery

Provide value

added services

Compete with

compititors

48




Deposits 75 40

Loan 25 14



TOTAL 185 100








41

138

38

Deposits

Loans

Overdrafts

Internet Banking

49




Savings 73 63


Fixed deposits 5 4

Demat 4 3

Any Other 10 10

TOTAL 115 100









0

20

40

60

80

100

120

no of

respondents

of

respondents

50




Phone banking 45 15

ATMDebit card 75 25


Net banking 48 16

Insta alerts 33 11


Total 300 100


35

7550

20

180

19

42

28

11

100



0

50

100

150

200

250

300


51






ATMDebit card

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

8

Shareholding




others









NRIOCBOthers 0040


9

ADSGDRs 1702

Total 1000

Employees




CSR Activities




Sustainable

Livelihood




Training for

Occupation Skills

Credit Counseling

Financial Literacy

Market Linkages

Reached 20 lakh


states

Financial

Literacy




the society


schools


workshops




programs



10

workshops




Grow with Books

Library programs

Engineering

scholarships

Child development

program

Family based care

programs

A large number of

students reached

through various

programs across the

country

Training





Skill-based courses

Technical amp

vocational training

Basic computer

programming

Educational support

for children


benefitted through


the country

Community



building programs


programs

Setting up blood

storage facilities

Construction of


schools


150 tribal girls

benefitted through

sanitation project

350 poor and needy

children supported


11

Our Mission


clientele




Core Values

Customer Centricity

Ethics

Transparency

Teamwork

Ownership

Go Green




Promoting paperless

banking


(Internet Mobile

Phone ATM)

Energy efficiency




transactions direct

banking channels


commute


subscribed for e-

statement


clean energy

12

SWOT ANALYSIS

STRENGTHS




WEAKNESSES




OPPORTUNITIES



THREATS


Foreign banks

Government banks


13




Satisfaction Study


Account information

Channel activities

Facility

Fees

Problem resolution

Product offerings













14






























15


customer consents














product and scheme


BANK

ACCOUNTS





16

Features










Savings Account





day








17






At-par cheque

Anywhere Banking

Telebanking

iConnect

Mobile Banking






FEATURES







premium (LIC)








18




locations

























Demand Draft issued



19













Special Previlege













Banking Privileges





20






Anywhere Banking

Telebanking

DEPOSITS





Deposit Schemes














Change in tenure


21




Withdrawals


was booked

















22

LOANS





KEY BENEFITS

Loan up to 15 Lac


Easy documentation











KEY BENEFITS






23









KEY BENEFITS






KEY BENEFITS



Quick processing

Easy documentation



24



KEY BENEFITS







CARDS

















25




Worldwide reach



Reward program








Pay Orders obsolete

Other Advantages


Some of them are









VYSYA bank

26








Purpose




Incentives

Commission

Rewards

Bonus

Reimbursements

Other payments



Local Conveyance


Petrol Entitlement


Bills Credit

27

GIFT CARD




























free of cost

28

ESHOP CARDS





ONLINE TRADING









INVESTMENT








cost

29




























constantly updated

30

Rematerilialisation








Dial-Your-Demat





Balance Inquiry






Change of PIN

31

PAYMENTS

BILL PAY




Features-











next billing cycle

32








TAX PAYMENTS






Income Tax


Gift Tax

Wealth Tax







33

OTHER SERVICES

MOBILE REFILL










LOCKER



valuables

ONLINE SHOPPING








34
















35



























36







of full disclosure



















competitive market

37






























38










39


















40




Research








41 Research Design







42 Sampling design




421 Universe



41

422 Sampling frame



423 Sampling unit



424 Sample size






431 Data Collection


Secondary Data



secondary data

Primary Data



42















43








RESPONDENTS

PERCENTAGE OF

RESPONDENTS

Age

Less than 10 years

10 -20

20 - 45

Above 45 years

0

6

79

15

0

6

79

15

TOTAL 100 100

Income

10000- 30000

30000- 50000

Above 50000

47

28

18

51

30

19

Total 93 100

44


ING VYSYA Bank









5540

32


1-3yrs

3-7yrs

7-

10yrs

Time

Period


1-3 years 55 55

3-7 years 40 40

7-10 years 3 3

Above 10

Years

2 2

TOTAL 100 100

45




Never 1 1

1-3 times 50 50

4-9 times 34 34

10-19 times 15 15

Total 100 100







1

50

34

15


1-3

times4-9

times10-

19times

46




Advertisement 18 18

Peer Group 18 18

Newspaper 6 6

Direct 58 58

TOTAL 100 100









18

18

6

58

Source Of Awareness

Advertisements

Peer group

Newspaper

Direct

47






And Servicing

89 27

Provide Value Added

Services

79 24

Compete With

Competitors

70 21

Total 331 100







staff

28

27

24

21Friendly Staff

Timely product

delivery

Provide value

added services

Compete with

compititors

48




Deposits 75 40

Loan 25 14



TOTAL 185 100








41

138

38

Deposits

Loans

Overdrafts

Internet Banking

49




Savings 73 63


Fixed deposits 5 4

Demat 4 3

Any Other 10 10

TOTAL 115 100









0

20

40

60

80

100

120

no of

respondents

of

respondents

50




Phone banking 45 15

ATMDebit card 75 25


Net banking 48 16

Insta alerts 33 11


Total 300 100


35

7550

20

180

19

42

28

11

100



0

50

100

150

200

250

300


51






ATMDebit card

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

9

ADSGDRs 1702

Total 1000

Employees




CSR Activities




Sustainable

Livelihood




Training for

Occupation Skills

Credit Counseling

Financial Literacy

Market Linkages

Reached 20 lakh


states

Financial

Literacy




the society


schools


workshops




programs



10

workshops




Grow with Books

Library programs

Engineering

scholarships

Child development

program

Family based care

programs

A large number of

students reached

through various

programs across the

country

Training





Skill-based courses

Technical amp

vocational training

Basic computer

programming

Educational support

for children


benefitted through


the country

Community



building programs


programs

Setting up blood

storage facilities

Construction of


schools


150 tribal girls

benefitted through

sanitation project

350 poor and needy

children supported


11

Our Mission


clientele




Core Values

Customer Centricity

Ethics

Transparency

Teamwork

Ownership

Go Green




Promoting paperless

banking


(Internet Mobile

Phone ATM)

Energy efficiency




transactions direct

banking channels


commute


subscribed for e-

statement


clean energy

12

SWOT ANALYSIS

STRENGTHS




WEAKNESSES




OPPORTUNITIES



THREATS


Foreign banks

Government banks


13




Satisfaction Study


Account information

Channel activities

Facility

Fees

Problem resolution

Product offerings













14






























15


customer consents














product and scheme


BANK

ACCOUNTS





16

Features










Savings Account





day








17






At-par cheque

Anywhere Banking

Telebanking

iConnect

Mobile Banking






FEATURES







premium (LIC)








18




locations

























Demand Draft issued



19













Special Previlege













Banking Privileges





20






Anywhere Banking

Telebanking

DEPOSITS





Deposit Schemes














Change in tenure


21




Withdrawals


was booked

















22

LOANS





KEY BENEFITS

Loan up to 15 Lac


Easy documentation











KEY BENEFITS






23









KEY BENEFITS






KEY BENEFITS



Quick processing

Easy documentation



24



KEY BENEFITS







CARDS

















25




Worldwide reach



Reward program








Pay Orders obsolete

Other Advantages


Some of them are









VYSYA bank

26








Purpose




Incentives

Commission

Rewards

Bonus

Reimbursements

Other payments



Local Conveyance


Petrol Entitlement


Bills Credit

27

GIFT CARD




























free of cost

28

ESHOP CARDS





ONLINE TRADING









INVESTMENT








cost

29




























constantly updated

30

Rematerilialisation








Dial-Your-Demat





Balance Inquiry






Change of PIN

31

PAYMENTS

BILL PAY




Features-











next billing cycle

32








TAX PAYMENTS






Income Tax


Gift Tax

Wealth Tax







33

OTHER SERVICES

MOBILE REFILL










LOCKER



valuables

ONLINE SHOPPING








34
















35



























36







of full disclosure



















competitive market

37






























38










39


















40




Research








41 Research Design







42 Sampling design




421 Universe



41

422 Sampling frame



423 Sampling unit



424 Sample size






431 Data Collection


Secondary Data



secondary data

Primary Data



42















43








RESPONDENTS

PERCENTAGE OF

RESPONDENTS

Age

Less than 10 years

10 -20

20 - 45

Above 45 years

0

6

79

15

0

6

79

15

TOTAL 100 100

Income

10000- 30000

30000- 50000

Above 50000

47

28

18

51

30

19

Total 93 100

44


ING VYSYA Bank









5540

32


1-3yrs

3-7yrs

7-

10yrs

Time

Period


1-3 years 55 55

3-7 years 40 40

7-10 years 3 3

Above 10

Years

2 2

TOTAL 100 100

45




Never 1 1

1-3 times 50 50

4-9 times 34 34

10-19 times 15 15

Total 100 100







1

50

34

15


1-3

times4-9

times10-

19times

46




Advertisement 18 18

Peer Group 18 18

Newspaper 6 6

Direct 58 58

TOTAL 100 100









18

18

6

58

Source Of Awareness

Advertisements

Peer group

Newspaper

Direct

47






And Servicing

89 27

Provide Value Added

Services

79 24

Compete With

Competitors

70 21

Total 331 100







staff

28

27

24

21Friendly Staff

Timely product

delivery

Provide value

added services

Compete with

compititors

48




Deposits 75 40

Loan 25 14



TOTAL 185 100








41

138

38

Deposits

Loans

Overdrafts

Internet Banking

49




Savings 73 63


Fixed deposits 5 4

Demat 4 3

Any Other 10 10

TOTAL 115 100









0

20

40

60

80

100

120

no of

respondents

of

respondents

50




Phone banking 45 15

ATMDebit card 75 25


Net banking 48 16

Insta alerts 33 11


Total 300 100


35

7550

20

180

19

42

28

11

100



0

50

100

150

200

250

300


51






ATMDebit card

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

10

workshops




Grow with Books

Library programs

Engineering

scholarships

Child development

program

Family based care

programs

A large number of

students reached

through various

programs across the

country

Training





Skill-based courses

Technical amp

vocational training

Basic computer

programming

Educational support

for children


benefitted through


the country

Community



building programs


programs

Setting up blood

storage facilities

Construction of


schools


150 tribal girls

benefitted through

sanitation project

350 poor and needy

children supported


11

Our Mission


clientele




Core Values

Customer Centricity

Ethics

Transparency

Teamwork

Ownership

Go Green




Promoting paperless

banking


(Internet Mobile

Phone ATM)

Energy efficiency




transactions direct

banking channels


commute


subscribed for e-

statement


clean energy

12

SWOT ANALYSIS

STRENGTHS




WEAKNESSES




OPPORTUNITIES



THREATS


Foreign banks

Government banks


13




Satisfaction Study


Account information

Channel activities

Facility

Fees

Problem resolution

Product offerings













14






























15


customer consents














product and scheme


BANK

ACCOUNTS





16

Features










Savings Account





day








17






At-par cheque

Anywhere Banking

Telebanking

iConnect

Mobile Banking






FEATURES







premium (LIC)








18




locations

























Demand Draft issued



19













Special Previlege













Banking Privileges





20






Anywhere Banking

Telebanking

DEPOSITS





Deposit Schemes














Change in tenure


21




Withdrawals


was booked

















22

LOANS





KEY BENEFITS

Loan up to 15 Lac


Easy documentation











KEY BENEFITS






23









KEY BENEFITS






KEY BENEFITS



Quick processing

Easy documentation



24



KEY BENEFITS







CARDS

















25




Worldwide reach



Reward program








Pay Orders obsolete

Other Advantages


Some of them are









VYSYA bank

26








Purpose




Incentives

Commission

Rewards

Bonus

Reimbursements

Other payments



Local Conveyance


Petrol Entitlement


Bills Credit

27

GIFT CARD




























free of cost

28

ESHOP CARDS





ONLINE TRADING









INVESTMENT








cost

29




























constantly updated

30

Rematerilialisation








Dial-Your-Demat





Balance Inquiry






Change of PIN

31

PAYMENTS

BILL PAY




Features-











next billing cycle

32








TAX PAYMENTS






Income Tax


Gift Tax

Wealth Tax







33

OTHER SERVICES

MOBILE REFILL










LOCKER



valuables

ONLINE SHOPPING








34
















35



























36







of full disclosure



















competitive market

37






























38










39


















40




Research








41 Research Design







42 Sampling design




421 Universe



41

422 Sampling frame



423 Sampling unit



424 Sample size






431 Data Collection


Secondary Data



secondary data

Primary Data



42















43








RESPONDENTS

PERCENTAGE OF

RESPONDENTS

Age

Less than 10 years

10 -20

20 - 45

Above 45 years

0

6

79

15

0

6

79

15

TOTAL 100 100

Income

10000- 30000

30000- 50000

Above 50000

47

28

18

51

30

19

Total 93 100

44


ING VYSYA Bank









5540

32


1-3yrs

3-7yrs

7-

10yrs

Time

Period


1-3 years 55 55

3-7 years 40 40

7-10 years 3 3

Above 10

Years

2 2

TOTAL 100 100

45




Never 1 1

1-3 times 50 50

4-9 times 34 34

10-19 times 15 15

Total 100 100







1

50

34

15


1-3

times4-9

times10-

19times

46




Advertisement 18 18

Peer Group 18 18

Newspaper 6 6

Direct 58 58

TOTAL 100 100









18

18

6

58

Source Of Awareness

Advertisements

Peer group

Newspaper

Direct

47






And Servicing

89 27

Provide Value Added

Services

79 24

Compete With

Competitors

70 21

Total 331 100







staff

28

27

24

21Friendly Staff

Timely product

delivery

Provide value

added services

Compete with

compititors

48




Deposits 75 40

Loan 25 14



TOTAL 185 100








41

138

38

Deposits

Loans

Overdrafts

Internet Banking

49




Savings 73 63


Fixed deposits 5 4

Demat 4 3

Any Other 10 10

TOTAL 115 100









0

20

40

60

80

100

120

no of

respondents

of

respondents

50




Phone banking 45 15

ATMDebit card 75 25


Net banking 48 16

Insta alerts 33 11


Total 300 100


35

7550

20

180

19

42

28

11

100



0

50

100

150

200

250

300


51






ATMDebit card

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

11

Our Mission


clientele




Core Values

Customer Centricity

Ethics

Transparency

Teamwork

Ownership

Go Green




Promoting paperless

banking


(Internet Mobile

Phone ATM)

Energy efficiency




transactions direct

banking channels


commute


subscribed for e-

statement


clean energy

12

SWOT ANALYSIS

STRENGTHS




WEAKNESSES




OPPORTUNITIES



THREATS


Foreign banks

Government banks


13




Satisfaction Study


Account information

Channel activities

Facility

Fees

Problem resolution

Product offerings













14






























15


customer consents














product and scheme


BANK

ACCOUNTS





16

Features










Savings Account





day








17






At-par cheque

Anywhere Banking

Telebanking

iConnect

Mobile Banking






FEATURES







premium (LIC)








18




locations

























Demand Draft issued



19













Special Previlege













Banking Privileges





20






Anywhere Banking

Telebanking

DEPOSITS





Deposit Schemes














Change in tenure


21




Withdrawals


was booked

















22

LOANS





KEY BENEFITS

Loan up to 15 Lac


Easy documentation











KEY BENEFITS






23









KEY BENEFITS






KEY BENEFITS



Quick processing

Easy documentation



24



KEY BENEFITS







CARDS

















25




Worldwide reach



Reward program








Pay Orders obsolete

Other Advantages


Some of them are









VYSYA bank

26








Purpose




Incentives

Commission

Rewards

Bonus

Reimbursements

Other payments



Local Conveyance


Petrol Entitlement


Bills Credit

27

GIFT CARD




























free of cost

28

ESHOP CARDS





ONLINE TRADING









INVESTMENT








cost

29




























constantly updated

30

Rematerilialisation








Dial-Your-Demat





Balance Inquiry






Change of PIN

31

PAYMENTS

BILL PAY




Features-











next billing cycle

32








TAX PAYMENTS






Income Tax


Gift Tax

Wealth Tax







33

OTHER SERVICES

MOBILE REFILL










LOCKER



valuables

ONLINE SHOPPING








34
















35



























36







of full disclosure



















competitive market

37






























38










39


















40




Research








41 Research Design







42 Sampling design




421 Universe



41

422 Sampling frame



423 Sampling unit



424 Sample size






431 Data Collection


Secondary Data



secondary data

Primary Data



42















43








RESPONDENTS

PERCENTAGE OF

RESPONDENTS

Age

Less than 10 years

10 -20

20 - 45

Above 45 years

0

6

79

15

0

6

79

15

TOTAL 100 100

Income

10000- 30000

30000- 50000

Above 50000

47

28

18

51

30

19

Total 93 100

44


ING VYSYA Bank









5540

32


1-3yrs

3-7yrs

7-

10yrs

Time

Period


1-3 years 55 55

3-7 years 40 40

7-10 years 3 3

Above 10

Years

2 2

TOTAL 100 100

45




Never 1 1

1-3 times 50 50

4-9 times 34 34

10-19 times 15 15

Total 100 100







1

50

34

15


1-3

times4-9

times10-

19times

46




Advertisement 18 18

Peer Group 18 18

Newspaper 6 6

Direct 58 58

TOTAL 100 100









18

18

6

58

Source Of Awareness

Advertisements

Peer group

Newspaper

Direct

47






And Servicing

89 27

Provide Value Added

Services

79 24

Compete With

Competitors

70 21

Total 331 100







staff

28

27

24

21Friendly Staff

Timely product

delivery

Provide value

added services

Compete with

compititors

48




Deposits 75 40

Loan 25 14



TOTAL 185 100








41

138

38

Deposits

Loans

Overdrafts

Internet Banking

49




Savings 73 63


Fixed deposits 5 4

Demat 4 3

Any Other 10 10

TOTAL 115 100









0

20

40

60

80

100

120

no of

respondents

of

respondents

50




Phone banking 45 15

ATMDebit card 75 25


Net banking 48 16

Insta alerts 33 11


Total 300 100


35

7550

20

180

19

42

28

11

100



0

50

100

150

200

250

300


51






ATMDebit card

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

12

SWOT ANALYSIS

STRENGTHS




WEAKNESSES




OPPORTUNITIES



THREATS


Foreign banks

Government banks


13




Satisfaction Study


Account information

Channel activities

Facility

Fees

Problem resolution

Product offerings













14






























15


customer consents














product and scheme


BANK

ACCOUNTS





16

Features










Savings Account





day








17






At-par cheque

Anywhere Banking

Telebanking

iConnect

Mobile Banking






FEATURES







premium (LIC)








18




locations

























Demand Draft issued



19













Special Previlege













Banking Privileges





20






Anywhere Banking

Telebanking

DEPOSITS





Deposit Schemes














Change in tenure


21




Withdrawals


was booked

















22

LOANS





KEY BENEFITS

Loan up to 15 Lac


Easy documentation











KEY BENEFITS






23









KEY BENEFITS






KEY BENEFITS



Quick processing

Easy documentation



24



KEY BENEFITS







CARDS

















25




Worldwide reach



Reward program








Pay Orders obsolete

Other Advantages


Some of them are









VYSYA bank

26








Purpose




Incentives

Commission

Rewards

Bonus

Reimbursements

Other payments



Local Conveyance


Petrol Entitlement


Bills Credit

27

GIFT CARD




























free of cost

28

ESHOP CARDS





ONLINE TRADING









INVESTMENT








cost

29




























constantly updated

30

Rematerilialisation








Dial-Your-Demat





Balance Inquiry






Change of PIN

31

PAYMENTS

BILL PAY




Features-











next billing cycle

32








TAX PAYMENTS






Income Tax


Gift Tax

Wealth Tax







33

OTHER SERVICES

MOBILE REFILL










LOCKER



valuables

ONLINE SHOPPING








34
















35



























36







of full disclosure



















competitive market

37






























38










39


















40




Research








41 Research Design







42 Sampling design




421 Universe



41

422 Sampling frame



423 Sampling unit



424 Sample size






431 Data Collection


Secondary Data



secondary data

Primary Data



42















43








RESPONDENTS

PERCENTAGE OF

RESPONDENTS

Age

Less than 10 years

10 -20

20 - 45

Above 45 years

0

6

79

15

0

6

79

15

TOTAL 100 100

Income

10000- 30000

30000- 50000

Above 50000

47

28

18

51

30

19

Total 93 100

44


ING VYSYA Bank









5540

32


1-3yrs

3-7yrs

7-

10yrs

Time

Period


1-3 years 55 55

3-7 years 40 40

7-10 years 3 3

Above 10

Years

2 2

TOTAL 100 100

45




Never 1 1

1-3 times 50 50

4-9 times 34 34

10-19 times 15 15

Total 100 100







1

50

34

15


1-3

times4-9

times10-

19times

46




Advertisement 18 18

Peer Group 18 18

Newspaper 6 6

Direct 58 58

TOTAL 100 100









18

18

6

58

Source Of Awareness

Advertisements

Peer group

Newspaper

Direct

47






And Servicing

89 27

Provide Value Added

Services

79 24

Compete With

Competitors

70 21

Total 331 100







staff

28

27

24

21Friendly Staff

Timely product

delivery

Provide value

added services

Compete with

compititors

48




Deposits 75 40

Loan 25 14



TOTAL 185 100








41

138

38

Deposits

Loans

Overdrafts

Internet Banking

49




Savings 73 63


Fixed deposits 5 4

Demat 4 3

Any Other 10 10

TOTAL 115 100









0

20

40

60

80

100

120

no of

respondents

of

respondents

50




Phone banking 45 15

ATMDebit card 75 25


Net banking 48 16

Insta alerts 33 11


Total 300 100


35

7550

20

180

19

42

28

11

100



0

50

100

150

200

250

300


51






ATMDebit card

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

13




Satisfaction Study


Account information

Channel activities

Facility

Fees

Problem resolution

Product offerings













14






























15


customer consents














product and scheme


BANK

ACCOUNTS





16

Features










Savings Account





day








17






At-par cheque

Anywhere Banking

Telebanking

iConnect

Mobile Banking






FEATURES







premium (LIC)








18




locations

























Demand Draft issued



19













Special Previlege













Banking Privileges





20






Anywhere Banking

Telebanking

DEPOSITS





Deposit Schemes














Change in tenure


21




Withdrawals


was booked

















22

LOANS





KEY BENEFITS

Loan up to 15 Lac


Easy documentation











KEY BENEFITS






23









KEY BENEFITS






KEY BENEFITS



Quick processing

Easy documentation



24



KEY BENEFITS







CARDS

















25




Worldwide reach



Reward program








Pay Orders obsolete

Other Advantages


Some of them are









VYSYA bank

26








Purpose




Incentives

Commission

Rewards

Bonus

Reimbursements

Other payments



Local Conveyance


Petrol Entitlement


Bills Credit

27

GIFT CARD




























free of cost

28

ESHOP CARDS





ONLINE TRADING









INVESTMENT








cost

29




























constantly updated

30

Rematerilialisation








Dial-Your-Demat





Balance Inquiry






Change of PIN

31

PAYMENTS

BILL PAY




Features-











next billing cycle

32








TAX PAYMENTS






Income Tax


Gift Tax

Wealth Tax







33

OTHER SERVICES

MOBILE REFILL










LOCKER



valuables

ONLINE SHOPPING








34
















35



























36







of full disclosure



















competitive market

37






























38










39


















40




Research








41 Research Design







42 Sampling design




421 Universe



41

422 Sampling frame



423 Sampling unit



424 Sample size






431 Data Collection


Secondary Data



secondary data

Primary Data



42















43








RESPONDENTS

PERCENTAGE OF

RESPONDENTS

Age

Less than 10 years

10 -20

20 - 45

Above 45 years

0

6

79

15

0

6

79

15

TOTAL 100 100

Income

10000- 30000

30000- 50000

Above 50000

47

28

18

51

30

19

Total 93 100

44


ING VYSYA Bank









5540

32


1-3yrs

3-7yrs

7-

10yrs

Time

Period


1-3 years 55 55

3-7 years 40 40

7-10 years 3 3

Above 10

Years

2 2

TOTAL 100 100

45




Never 1 1

1-3 times 50 50

4-9 times 34 34

10-19 times 15 15

Total 100 100







1

50

34

15


1-3

times4-9

times10-

19times

46




Advertisement 18 18

Peer Group 18 18

Newspaper 6 6

Direct 58 58

TOTAL 100 100









18

18

6

58

Source Of Awareness

Advertisements

Peer group

Newspaper

Direct

47






And Servicing

89 27

Provide Value Added

Services

79 24

Compete With

Competitors

70 21

Total 331 100







staff

28

27

24

21Friendly Staff

Timely product

delivery

Provide value

added services

Compete with

compititors

48




Deposits 75 40

Loan 25 14



TOTAL 185 100








41

138

38

Deposits

Loans

Overdrafts

Internet Banking

49




Savings 73 63


Fixed deposits 5 4

Demat 4 3

Any Other 10 10

TOTAL 115 100









0

20

40

60

80

100

120

no of

respondents

of

respondents

50




Phone banking 45 15

ATMDebit card 75 25


Net banking 48 16

Insta alerts 33 11


Total 300 100


35

7550

20

180

19

42

28

11

100



0

50

100

150

200

250

300


51






ATMDebit card

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

14






























15


customer consents














product and scheme


BANK

ACCOUNTS





16

Features










Savings Account





day








17






At-par cheque

Anywhere Banking

Telebanking

iConnect

Mobile Banking






FEATURES







premium (LIC)








18




locations

























Demand Draft issued



19













Special Previlege













Banking Privileges





20






Anywhere Banking

Telebanking

DEPOSITS





Deposit Schemes














Change in tenure


21




Withdrawals


was booked

















22

LOANS





KEY BENEFITS

Loan up to 15 Lac


Easy documentation











KEY BENEFITS






23









KEY BENEFITS






KEY BENEFITS



Quick processing

Easy documentation



24



KEY BENEFITS







CARDS

















25




Worldwide reach



Reward program








Pay Orders obsolete

Other Advantages


Some of them are









VYSYA bank

26








Purpose




Incentives

Commission

Rewards

Bonus

Reimbursements

Other payments



Local Conveyance


Petrol Entitlement


Bills Credit

27

GIFT CARD




























free of cost

28

ESHOP CARDS





ONLINE TRADING









INVESTMENT








cost

29




























constantly updated

30

Rematerilialisation








Dial-Your-Demat





Balance Inquiry






Change of PIN

31

PAYMENTS

BILL PAY




Features-











next billing cycle

32








TAX PAYMENTS






Income Tax


Gift Tax

Wealth Tax







33

OTHER SERVICES

MOBILE REFILL










LOCKER



valuables

ONLINE SHOPPING








34
















35



























36







of full disclosure



















competitive market

37






























38










39


















40




Research








41 Research Design







42 Sampling design




421 Universe



41

422 Sampling frame



423 Sampling unit



424 Sample size






431 Data Collection


Secondary Data



secondary data

Primary Data



42















43








RESPONDENTS

PERCENTAGE OF

RESPONDENTS

Age

Less than 10 years

10 -20

20 - 45

Above 45 years

0

6

79

15

0

6

79

15

TOTAL 100 100

Income

10000- 30000

30000- 50000

Above 50000

47

28

18

51

30

19

Total 93 100

44


ING VYSYA Bank









5540

32


1-3yrs

3-7yrs

7-

10yrs

Time

Period


1-3 years 55 55

3-7 years 40 40

7-10 years 3 3

Above 10

Years

2 2

TOTAL 100 100

45




Never 1 1

1-3 times 50 50

4-9 times 34 34

10-19 times 15 15

Total 100 100







1

50

34

15


1-3

times4-9

times10-

19times

46




Advertisement 18 18

Peer Group 18 18

Newspaper 6 6

Direct 58 58

TOTAL 100 100









18

18

6

58

Source Of Awareness

Advertisements

Peer group

Newspaper

Direct

47






And Servicing

89 27

Provide Value Added

Services

79 24

Compete With

Competitors

70 21

Total 331 100







staff

28

27

24

21Friendly Staff

Timely product

delivery

Provide value

added services

Compete with

compititors

48




Deposits 75 40

Loan 25 14



TOTAL 185 100








41

138

38

Deposits

Loans

Overdrafts

Internet Banking

49




Savings 73 63


Fixed deposits 5 4

Demat 4 3

Any Other 10 10

TOTAL 115 100









0

20

40

60

80

100

120

no of

respondents

of

respondents

50




Phone banking 45 15

ATMDebit card 75 25


Net banking 48 16

Insta alerts 33 11


Total 300 100


35

7550

20

180

19

42

28

11

100



0

50

100

150

200

250

300


51






ATMDebit card

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

15


customer consents














product and scheme


BANK

ACCOUNTS





16

Features










Savings Account





day








17






At-par cheque

Anywhere Banking

Telebanking

iConnect

Mobile Banking






FEATURES







premium (LIC)








18




locations

























Demand Draft issued



19













Special Previlege













Banking Privileges





20






Anywhere Banking

Telebanking

DEPOSITS





Deposit Schemes














Change in tenure


21




Withdrawals


was booked

















22

LOANS





KEY BENEFITS

Loan up to 15 Lac


Easy documentation











KEY BENEFITS






23









KEY BENEFITS






KEY BENEFITS



Quick processing

Easy documentation



24



KEY BENEFITS







CARDS

















25




Worldwide reach



Reward program








Pay Orders obsolete

Other Advantages


Some of them are









VYSYA bank

26








Purpose




Incentives

Commission

Rewards

Bonus

Reimbursements

Other payments



Local Conveyance


Petrol Entitlement


Bills Credit

27

GIFT CARD




























free of cost

28

ESHOP CARDS





ONLINE TRADING









INVESTMENT








cost

29




























constantly updated

30

Rematerilialisation








Dial-Your-Demat





Balance Inquiry






Change of PIN

31

PAYMENTS

BILL PAY




Features-











next billing cycle

32








TAX PAYMENTS






Income Tax


Gift Tax

Wealth Tax







33

OTHER SERVICES

MOBILE REFILL










LOCKER



valuables

ONLINE SHOPPING








34
















35



























36







of full disclosure



















competitive market

37






























38










39


















40




Research








41 Research Design







42 Sampling design




421 Universe



41

422 Sampling frame



423 Sampling unit



424 Sample size






431 Data Collection


Secondary Data



secondary data

Primary Data



42















43








RESPONDENTS

PERCENTAGE OF

RESPONDENTS

Age

Less than 10 years

10 -20

20 - 45

Above 45 years

0

6

79

15

0

6

79

15

TOTAL 100 100

Income

10000- 30000

30000- 50000

Above 50000

47

28

18

51

30

19

Total 93 100

44


ING VYSYA Bank









5540

32


1-3yrs

3-7yrs

7-

10yrs

Time

Period


1-3 years 55 55

3-7 years 40 40

7-10 years 3 3

Above 10

Years

2 2

TOTAL 100 100

45




Never 1 1

1-3 times 50 50

4-9 times 34 34

10-19 times 15 15

Total 100 100







1

50

34

15


1-3

times4-9

times10-

19times

46




Advertisement 18 18

Peer Group 18 18

Newspaper 6 6

Direct 58 58

TOTAL 100 100









18

18

6

58

Source Of Awareness

Advertisements

Peer group

Newspaper

Direct

47






And Servicing

89 27

Provide Value Added

Services

79 24

Compete With

Competitors

70 21

Total 331 100







staff

28

27

24

21Friendly Staff

Timely product

delivery

Provide value

added services

Compete with

compititors

48




Deposits 75 40

Loan 25 14



TOTAL 185 100








41

138

38

Deposits

Loans

Overdrafts

Internet Banking

49




Savings 73 63


Fixed deposits 5 4

Demat 4 3

Any Other 10 10

TOTAL 115 100









0

20

40

60

80

100

120

no of

respondents

of

respondents

50




Phone banking 45 15

ATMDebit card 75 25


Net banking 48 16

Insta alerts 33 11


Total 300 100


35

7550

20

180

19

42

28

11

100



0

50

100

150

200

250

300


51






ATMDebit card

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

16

Features










Savings Account





day








17






At-par cheque

Anywhere Banking

Telebanking

iConnect

Mobile Banking






FEATURES







premium (LIC)








18




locations

























Demand Draft issued



19













Special Previlege













Banking Privileges





20






Anywhere Banking

Telebanking

DEPOSITS





Deposit Schemes














Change in tenure


21




Withdrawals


was booked

















22

LOANS





KEY BENEFITS

Loan up to 15 Lac


Easy documentation











KEY BENEFITS






23









KEY BENEFITS






KEY BENEFITS



Quick processing

Easy documentation



24



KEY BENEFITS







CARDS

















25




Worldwide reach



Reward program








Pay Orders obsolete

Other Advantages


Some of them are









VYSYA bank

26








Purpose




Incentives

Commission

Rewards

Bonus

Reimbursements

Other payments



Local Conveyance


Petrol Entitlement


Bills Credit

27

GIFT CARD




























free of cost

28

ESHOP CARDS





ONLINE TRADING









INVESTMENT








cost

29




























constantly updated

30

Rematerilialisation








Dial-Your-Demat





Balance Inquiry






Change of PIN

31

PAYMENTS

BILL PAY




Features-











next billing cycle

32








TAX PAYMENTS






Income Tax


Gift Tax

Wealth Tax







33

OTHER SERVICES

MOBILE REFILL










LOCKER



valuables

ONLINE SHOPPING








34
















35



























36







of full disclosure



















competitive market

37






























38










39


















40




Research








41 Research Design







42 Sampling design




421 Universe



41

422 Sampling frame



423 Sampling unit



424 Sample size






431 Data Collection


Secondary Data



secondary data

Primary Data



42















43








RESPONDENTS

PERCENTAGE OF

RESPONDENTS

Age

Less than 10 years

10 -20

20 - 45

Above 45 years

0

6

79

15

0

6

79

15

TOTAL 100 100

Income

10000- 30000

30000- 50000

Above 50000

47

28

18

51

30

19

Total 93 100

44


ING VYSYA Bank









5540

32


1-3yrs

3-7yrs

7-

10yrs

Time

Period


1-3 years 55 55

3-7 years 40 40

7-10 years 3 3

Above 10

Years

2 2

TOTAL 100 100

45




Never 1 1

1-3 times 50 50

4-9 times 34 34

10-19 times 15 15

Total 100 100







1

50

34

15


1-3

times4-9

times10-

19times

46




Advertisement 18 18

Peer Group 18 18

Newspaper 6 6

Direct 58 58

TOTAL 100 100









18

18

6

58

Source Of Awareness

Advertisements

Peer group

Newspaper

Direct

47






And Servicing

89 27

Provide Value Added

Services

79 24

Compete With

Competitors

70 21

Total 331 100







staff

28

27

24

21Friendly Staff

Timely product

delivery

Provide value

added services

Compete with

compititors

48




Deposits 75 40

Loan 25 14



TOTAL 185 100








41

138

38

Deposits

Loans

Overdrafts

Internet Banking

49




Savings 73 63


Fixed deposits 5 4

Demat 4 3

Any Other 10 10

TOTAL 115 100









0

20

40

60

80

100

120

no of

respondents

of

respondents

50




Phone banking 45 15

ATMDebit card 75 25


Net banking 48 16

Insta alerts 33 11


Total 300 100


35

7550

20

180

19

42

28

11

100



0

50

100

150

200

250

300


51






ATMDebit card

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

17






At-par cheque

Anywhere Banking

Telebanking

iConnect

Mobile Banking






FEATURES







premium (LIC)








18




locations

























Demand Draft issued



19













Special Previlege













Banking Privileges





20






Anywhere Banking

Telebanking

DEPOSITS





Deposit Schemes














Change in tenure


21




Withdrawals


was booked

















22

LOANS





KEY BENEFITS

Loan up to 15 Lac


Easy documentation











KEY BENEFITS






23









KEY BENEFITS






KEY BENEFITS



Quick processing

Easy documentation



24



KEY BENEFITS







CARDS

















25




Worldwide reach



Reward program








Pay Orders obsolete

Other Advantages


Some of them are









VYSYA bank

26








Purpose




Incentives

Commission

Rewards

Bonus

Reimbursements

Other payments



Local Conveyance


Petrol Entitlement


Bills Credit

27

GIFT CARD




























free of cost

28

ESHOP CARDS





ONLINE TRADING









INVESTMENT








cost

29




























constantly updated

30

Rematerilialisation








Dial-Your-Demat





Balance Inquiry






Change of PIN

31

PAYMENTS

BILL PAY




Features-











next billing cycle

32








TAX PAYMENTS






Income Tax


Gift Tax

Wealth Tax







33

OTHER SERVICES

MOBILE REFILL










LOCKER



valuables

ONLINE SHOPPING








34
















35



























36







of full disclosure



















competitive market

37






























38










39


















40




Research








41 Research Design







42 Sampling design




421 Universe



41

422 Sampling frame



423 Sampling unit



424 Sample size






431 Data Collection


Secondary Data



secondary data

Primary Data



42















43








RESPONDENTS

PERCENTAGE OF

RESPONDENTS

Age

Less than 10 years

10 -20

20 - 45

Above 45 years

0

6

79

15

0

6

79

15

TOTAL 100 100

Income

10000- 30000

30000- 50000

Above 50000

47

28

18

51

30

19

Total 93 100

44


ING VYSYA Bank









5540

32


1-3yrs

3-7yrs

7-

10yrs

Time

Period


1-3 years 55 55

3-7 years 40 40

7-10 years 3 3

Above 10

Years

2 2

TOTAL 100 100

45




Never 1 1

1-3 times 50 50

4-9 times 34 34

10-19 times 15 15

Total 100 100







1

50

34

15


1-3

times4-9

times10-

19times

46




Advertisement 18 18

Peer Group 18 18

Newspaper 6 6

Direct 58 58

TOTAL 100 100









18

18

6

58

Source Of Awareness

Advertisements

Peer group

Newspaper

Direct

47






And Servicing

89 27

Provide Value Added

Services

79 24

Compete With

Competitors

70 21

Total 331 100







staff

28

27

24

21Friendly Staff

Timely product

delivery

Provide value

added services

Compete with

compititors

48




Deposits 75 40

Loan 25 14



TOTAL 185 100








41

138

38

Deposits

Loans

Overdrafts

Internet Banking

49




Savings 73 63


Fixed deposits 5 4

Demat 4 3

Any Other 10 10

TOTAL 115 100









0

20

40

60

80

100

120

no of

respondents

of

respondents

50




Phone banking 45 15

ATMDebit card 75 25


Net banking 48 16

Insta alerts 33 11


Total 300 100


35

7550

20

180

19

42

28

11

100



0

50

100

150

200

250

300


51






ATMDebit card

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

18




locations

























Demand Draft issued



19













Special Previlege













Banking Privileges





20






Anywhere Banking

Telebanking

DEPOSITS





Deposit Schemes














Change in tenure


21




Withdrawals


was booked

















22

LOANS





KEY BENEFITS

Loan up to 15 Lac


Easy documentation











KEY BENEFITS






23









KEY BENEFITS






KEY BENEFITS



Quick processing

Easy documentation



24



KEY BENEFITS







CARDS

















25




Worldwide reach



Reward program








Pay Orders obsolete

Other Advantages


Some of them are









VYSYA bank

26








Purpose




Incentives

Commission

Rewards

Bonus

Reimbursements

Other payments



Local Conveyance


Petrol Entitlement


Bills Credit

27

GIFT CARD




























free of cost

28

ESHOP CARDS





ONLINE TRADING









INVESTMENT








cost

29




























constantly updated

30

Rematerilialisation








Dial-Your-Demat





Balance Inquiry






Change of PIN

31

PAYMENTS

BILL PAY




Features-











next billing cycle

32








TAX PAYMENTS






Income Tax


Gift Tax

Wealth Tax







33

OTHER SERVICES

MOBILE REFILL










LOCKER



valuables

ONLINE SHOPPING








34
















35



























36







of full disclosure



















competitive market

37






























38










39


















40




Research








41 Research Design







42 Sampling design




421 Universe



41

422 Sampling frame



423 Sampling unit



424 Sample size






431 Data Collection


Secondary Data



secondary data

Primary Data



42















43








RESPONDENTS

PERCENTAGE OF

RESPONDENTS

Age

Less than 10 years

10 -20

20 - 45

Above 45 years

0

6

79

15

0

6

79

15

TOTAL 100 100

Income

10000- 30000

30000- 50000

Above 50000

47

28

18

51

30

19

Total 93 100

44


ING VYSYA Bank









5540

32


1-3yrs

3-7yrs

7-

10yrs

Time

Period


1-3 years 55 55

3-7 years 40 40

7-10 years 3 3

Above 10

Years

2 2

TOTAL 100 100

45




Never 1 1

1-3 times 50 50

4-9 times 34 34

10-19 times 15 15

Total 100 100







1

50

34

15


1-3

times4-9

times10-

19times

46




Advertisement 18 18

Peer Group 18 18

Newspaper 6 6

Direct 58 58

TOTAL 100 100









18

18

6

58

Source Of Awareness

Advertisements

Peer group

Newspaper

Direct

47






And Servicing

89 27

Provide Value Added

Services

79 24

Compete With

Competitors

70 21

Total 331 100







staff

28

27

24

21Friendly Staff

Timely product

delivery

Provide value

added services

Compete with

compititors

48




Deposits 75 40

Loan 25 14



TOTAL 185 100








41

138

38

Deposits

Loans

Overdrafts

Internet Banking

49




Savings 73 63


Fixed deposits 5 4

Demat 4 3

Any Other 10 10

TOTAL 115 100









0

20

40

60

80

100

120

no of

respondents

of

respondents

50




Phone banking 45 15

ATMDebit card 75 25


Net banking 48 16

Insta alerts 33 11


Total 300 100


35

7550

20

180

19

42

28

11

100



0

50

100

150

200

250

300


51






ATMDebit card

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

19













Special Previlege













Banking Privileges





20






Anywhere Banking

Telebanking

DEPOSITS





Deposit Schemes














Change in tenure


21




Withdrawals


was booked

















22

LOANS





KEY BENEFITS

Loan up to 15 Lac


Easy documentation











KEY BENEFITS






23









KEY BENEFITS






KEY BENEFITS



Quick processing

Easy documentation



24



KEY BENEFITS







CARDS

















25




Worldwide reach



Reward program








Pay Orders obsolete

Other Advantages


Some of them are









VYSYA bank

26








Purpose




Incentives

Commission

Rewards

Bonus

Reimbursements

Other payments



Local Conveyance


Petrol Entitlement


Bills Credit

27

GIFT CARD




























free of cost

28

ESHOP CARDS





ONLINE TRADING









INVESTMENT








cost

29




























constantly updated

30

Rematerilialisation








Dial-Your-Demat





Balance Inquiry






Change of PIN

31

PAYMENTS

BILL PAY




Features-











next billing cycle

32








TAX PAYMENTS






Income Tax


Gift Tax

Wealth Tax







33

OTHER SERVICES

MOBILE REFILL










LOCKER



valuables

ONLINE SHOPPING








34
















35



























36







of full disclosure



















competitive market

37






























38










39


















40




Research








41 Research Design







42 Sampling design




421 Universe



41

422 Sampling frame



423 Sampling unit



424 Sample size






431 Data Collection


Secondary Data



secondary data

Primary Data



42















43








RESPONDENTS

PERCENTAGE OF

RESPONDENTS

Age

Less than 10 years

10 -20

20 - 45

Above 45 years

0

6

79

15

0

6

79

15

TOTAL 100 100

Income

10000- 30000

30000- 50000

Above 50000

47

28

18

51

30

19

Total 93 100

44


ING VYSYA Bank









5540

32


1-3yrs

3-7yrs

7-

10yrs

Time

Period


1-3 years 55 55

3-7 years 40 40

7-10 years 3 3

Above 10

Years

2 2

TOTAL 100 100

45




Never 1 1

1-3 times 50 50

4-9 times 34 34

10-19 times 15 15

Total 100 100







1

50

34

15


1-3

times4-9

times10-

19times

46




Advertisement 18 18

Peer Group 18 18

Newspaper 6 6

Direct 58 58

TOTAL 100 100









18

18

6

58

Source Of Awareness

Advertisements

Peer group

Newspaper

Direct

47






And Servicing

89 27

Provide Value Added

Services

79 24

Compete With

Competitors

70 21

Total 331 100







staff

28

27

24

21Friendly Staff

Timely product

delivery

Provide value

added services

Compete with

compititors

48




Deposits 75 40

Loan 25 14



TOTAL 185 100








41

138

38

Deposits

Loans

Overdrafts

Internet Banking

49




Savings 73 63


Fixed deposits 5 4

Demat 4 3

Any Other 10 10

TOTAL 115 100









0

20

40

60

80

100

120

no of

respondents

of

respondents

50




Phone banking 45 15

ATMDebit card 75 25


Net banking 48 16

Insta alerts 33 11


Total 300 100


35

7550

20

180

19

42

28

11

100



0

50

100

150

200

250

300


51






ATMDebit card

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

20






Anywhere Banking

Telebanking

DEPOSITS





Deposit Schemes














Change in tenure


21




Withdrawals


was booked

















22

LOANS





KEY BENEFITS

Loan up to 15 Lac


Easy documentation











KEY BENEFITS






23









KEY BENEFITS






KEY BENEFITS



Quick processing

Easy documentation



24



KEY BENEFITS







CARDS

















25




Worldwide reach



Reward program








Pay Orders obsolete

Other Advantages


Some of them are









VYSYA bank

26








Purpose




Incentives

Commission

Rewards

Bonus

Reimbursements

Other payments



Local Conveyance


Petrol Entitlement


Bills Credit

27

GIFT CARD




























free of cost

28

ESHOP CARDS





ONLINE TRADING









INVESTMENT








cost

29




























constantly updated

30

Rematerilialisation








Dial-Your-Demat





Balance Inquiry






Change of PIN

31

PAYMENTS

BILL PAY




Features-











next billing cycle

32








TAX PAYMENTS






Income Tax


Gift Tax

Wealth Tax







33

OTHER SERVICES

MOBILE REFILL










LOCKER



valuables

ONLINE SHOPPING








34
















35



























36







of full disclosure



















competitive market

37






























38










39


















40




Research








41 Research Design







42 Sampling design




421 Universe



41

422 Sampling frame



423 Sampling unit



424 Sample size






431 Data Collection


Secondary Data



secondary data

Primary Data



42















43








RESPONDENTS

PERCENTAGE OF

RESPONDENTS

Age

Less than 10 years

10 -20

20 - 45

Above 45 years

0

6

79

15

0

6

79

15

TOTAL 100 100

Income

10000- 30000

30000- 50000

Above 50000

47

28

18

51

30

19

Total 93 100

44


ING VYSYA Bank









5540

32


1-3yrs

3-7yrs

7-

10yrs

Time

Period


1-3 years 55 55

3-7 years 40 40

7-10 years 3 3

Above 10

Years

2 2

TOTAL 100 100

45




Never 1 1

1-3 times 50 50

4-9 times 34 34

10-19 times 15 15

Total 100 100







1

50

34

15


1-3

times4-9

times10-

19times

46




Advertisement 18 18

Peer Group 18 18

Newspaper 6 6

Direct 58 58

TOTAL 100 100









18

18

6

58

Source Of Awareness

Advertisements

Peer group

Newspaper

Direct

47






And Servicing

89 27

Provide Value Added

Services

79 24

Compete With

Competitors

70 21

Total 331 100







staff

28

27

24

21Friendly Staff

Timely product

delivery

Provide value

added services

Compete with

compititors

48




Deposits 75 40

Loan 25 14



TOTAL 185 100








41

138

38

Deposits

Loans

Overdrafts

Internet Banking

49




Savings 73 63


Fixed deposits 5 4

Demat 4 3

Any Other 10 10

TOTAL 115 100









0

20

40

60

80

100

120

no of

respondents

of

respondents

50




Phone banking 45 15

ATMDebit card 75 25


Net banking 48 16

Insta alerts 33 11


Total 300 100


35

7550

20

180

19

42

28

11

100



0

50

100

150

200

250

300


51






ATMDebit card

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

21




Withdrawals


was booked

















22

LOANS





KEY BENEFITS

Loan up to 15 Lac


Easy documentation











KEY BENEFITS






23









KEY BENEFITS






KEY BENEFITS



Quick processing

Easy documentation



24



KEY BENEFITS







CARDS

















25




Worldwide reach



Reward program








Pay Orders obsolete

Other Advantages


Some of them are









VYSYA bank

26








Purpose




Incentives

Commission

Rewards

Bonus

Reimbursements

Other payments



Local Conveyance


Petrol Entitlement


Bills Credit

27

GIFT CARD




























free of cost

28

ESHOP CARDS





ONLINE TRADING









INVESTMENT








cost

29




























constantly updated

30

Rematerilialisation








Dial-Your-Demat





Balance Inquiry






Change of PIN

31

PAYMENTS

BILL PAY




Features-











next billing cycle

32








TAX PAYMENTS






Income Tax


Gift Tax

Wealth Tax







33

OTHER SERVICES

MOBILE REFILL










LOCKER



valuables

ONLINE SHOPPING








34
















35



























36







of full disclosure



















competitive market

37






























38










39


















40




Research








41 Research Design







42 Sampling design




421 Universe



41

422 Sampling frame



423 Sampling unit



424 Sample size






431 Data Collection


Secondary Data



secondary data

Primary Data



42















43








RESPONDENTS

PERCENTAGE OF

RESPONDENTS

Age

Less than 10 years

10 -20

20 - 45

Above 45 years

0

6

79

15

0

6

79

15

TOTAL 100 100

Income

10000- 30000

30000- 50000

Above 50000

47

28

18

51

30

19

Total 93 100

44


ING VYSYA Bank









5540

32


1-3yrs

3-7yrs

7-

10yrs

Time

Period


1-3 years 55 55

3-7 years 40 40

7-10 years 3 3

Above 10

Years

2 2

TOTAL 100 100

45




Never 1 1

1-3 times 50 50

4-9 times 34 34

10-19 times 15 15

Total 100 100







1

50

34

15


1-3

times4-9

times10-

19times

46




Advertisement 18 18

Peer Group 18 18

Newspaper 6 6

Direct 58 58

TOTAL 100 100









18

18

6

58

Source Of Awareness

Advertisements

Peer group

Newspaper

Direct

47






And Servicing

89 27

Provide Value Added

Services

79 24

Compete With

Competitors

70 21

Total 331 100







staff

28

27

24

21Friendly Staff

Timely product

delivery

Provide value

added services

Compete with

compititors

48




Deposits 75 40

Loan 25 14



TOTAL 185 100








41

138

38

Deposits

Loans

Overdrafts

Internet Banking

49




Savings 73 63


Fixed deposits 5 4

Demat 4 3

Any Other 10 10

TOTAL 115 100









0

20

40

60

80

100

120

no of

respondents

of

respondents

50




Phone banking 45 15

ATMDebit card 75 25


Net banking 48 16

Insta alerts 33 11


Total 300 100


35

7550

20

180

19

42

28

11

100



0

50

100

150

200

250

300


51






ATMDebit card

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

22

LOANS





KEY BENEFITS

Loan up to 15 Lac


Easy documentation











KEY BENEFITS






23









KEY BENEFITS






KEY BENEFITS



Quick processing

Easy documentation



24



KEY BENEFITS







CARDS

















25




Worldwide reach



Reward program








Pay Orders obsolete

Other Advantages


Some of them are









VYSYA bank

26








Purpose




Incentives

Commission

Rewards

Bonus

Reimbursements

Other payments



Local Conveyance


Petrol Entitlement


Bills Credit

27

GIFT CARD




























free of cost

28

ESHOP CARDS





ONLINE TRADING









INVESTMENT








cost

29




























constantly updated

30

Rematerilialisation








Dial-Your-Demat





Balance Inquiry






Change of PIN

31

PAYMENTS

BILL PAY




Features-











next billing cycle

32








TAX PAYMENTS






Income Tax


Gift Tax

Wealth Tax







33

OTHER SERVICES

MOBILE REFILL










LOCKER



valuables

ONLINE SHOPPING








34
















35



























36







of full disclosure



















competitive market

37






























38










39


















40




Research








41 Research Design







42 Sampling design




421 Universe



41

422 Sampling frame



423 Sampling unit



424 Sample size






431 Data Collection


Secondary Data



secondary data

Primary Data



42















43








RESPONDENTS

PERCENTAGE OF

RESPONDENTS

Age

Less than 10 years

10 -20

20 - 45

Above 45 years

0

6

79

15

0

6

79

15

TOTAL 100 100

Income

10000- 30000

30000- 50000

Above 50000

47

28

18

51

30

19

Total 93 100

44


ING VYSYA Bank









5540

32


1-3yrs

3-7yrs

7-

10yrs

Time

Period


1-3 years 55 55

3-7 years 40 40

7-10 years 3 3

Above 10

Years

2 2

TOTAL 100 100

45




Never 1 1

1-3 times 50 50

4-9 times 34 34

10-19 times 15 15

Total 100 100







1

50

34

15


1-3

times4-9

times10-

19times

46




Advertisement 18 18

Peer Group 18 18

Newspaper 6 6

Direct 58 58

TOTAL 100 100









18

18

6

58

Source Of Awareness

Advertisements

Peer group

Newspaper

Direct

47






And Servicing

89 27

Provide Value Added

Services

79 24

Compete With

Competitors

70 21

Total 331 100







staff

28

27

24

21Friendly Staff

Timely product

delivery

Provide value

added services

Compete with

compititors

48




Deposits 75 40

Loan 25 14



TOTAL 185 100








41

138

38

Deposits

Loans

Overdrafts

Internet Banking

49




Savings 73 63


Fixed deposits 5 4

Demat 4 3

Any Other 10 10

TOTAL 115 100









0

20

40

60

80

100

120

no of

respondents

of

respondents

50




Phone banking 45 15

ATMDebit card 75 25


Net banking 48 16

Insta alerts 33 11


Total 300 100


35

7550

20

180

19

42

28

11

100



0

50

100

150

200

250

300


51






ATMDebit card

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

23









KEY BENEFITS






KEY BENEFITS



Quick processing

Easy documentation



24



KEY BENEFITS







CARDS

















25




Worldwide reach



Reward program








Pay Orders obsolete

Other Advantages


Some of them are









VYSYA bank

26








Purpose




Incentives

Commission

Rewards

Bonus

Reimbursements

Other payments



Local Conveyance


Petrol Entitlement


Bills Credit

27

GIFT CARD




























free of cost

28

ESHOP CARDS





ONLINE TRADING









INVESTMENT








cost

29




























constantly updated

30

Rematerilialisation








Dial-Your-Demat





Balance Inquiry






Change of PIN

31

PAYMENTS

BILL PAY




Features-











next billing cycle

32








TAX PAYMENTS






Income Tax


Gift Tax

Wealth Tax







33

OTHER SERVICES

MOBILE REFILL










LOCKER



valuables

ONLINE SHOPPING








34
















35



























36







of full disclosure



















competitive market

37






























38










39


















40




Research








41 Research Design







42 Sampling design




421 Universe



41

422 Sampling frame



423 Sampling unit



424 Sample size






431 Data Collection


Secondary Data



secondary data

Primary Data



42















43








RESPONDENTS

PERCENTAGE OF

RESPONDENTS

Age

Less than 10 years

10 -20

20 - 45

Above 45 years

0

6

79

15

0

6

79

15

TOTAL 100 100

Income

10000- 30000

30000- 50000

Above 50000

47

28

18

51

30

19

Total 93 100

44


ING VYSYA Bank









5540

32


1-3yrs

3-7yrs

7-

10yrs

Time

Period


1-3 years 55 55

3-7 years 40 40

7-10 years 3 3

Above 10

Years

2 2

TOTAL 100 100

45




Never 1 1

1-3 times 50 50

4-9 times 34 34

10-19 times 15 15

Total 100 100







1

50

34

15


1-3

times4-9

times10-

19times

46




Advertisement 18 18

Peer Group 18 18

Newspaper 6 6

Direct 58 58

TOTAL 100 100









18

18

6

58

Source Of Awareness

Advertisements

Peer group

Newspaper

Direct

47






And Servicing

89 27

Provide Value Added

Services

79 24

Compete With

Competitors

70 21

Total 331 100







staff

28

27

24

21Friendly Staff

Timely product

delivery

Provide value

added services

Compete with

compititors

48




Deposits 75 40

Loan 25 14



TOTAL 185 100








41

138

38

Deposits

Loans

Overdrafts

Internet Banking

49




Savings 73 63


Fixed deposits 5 4

Demat 4 3

Any Other 10 10

TOTAL 115 100









0

20

40

60

80

100

120

no of

respondents

of

respondents

50




Phone banking 45 15

ATMDebit card 75 25


Net banking 48 16

Insta alerts 33 11


Total 300 100


35

7550

20

180

19

42

28

11

100



0

50

100

150

200

250

300


51






ATMDebit card

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

24



KEY BENEFITS







CARDS

















25




Worldwide reach



Reward program








Pay Orders obsolete

Other Advantages


Some of them are









VYSYA bank

26








Purpose




Incentives

Commission

Rewards

Bonus

Reimbursements

Other payments



Local Conveyance


Petrol Entitlement


Bills Credit

27

GIFT CARD




























free of cost

28

ESHOP CARDS





ONLINE TRADING









INVESTMENT








cost

29




























constantly updated

30

Rematerilialisation








Dial-Your-Demat





Balance Inquiry






Change of PIN

31

PAYMENTS

BILL PAY




Features-











next billing cycle

32








TAX PAYMENTS






Income Tax


Gift Tax

Wealth Tax







33

OTHER SERVICES

MOBILE REFILL










LOCKER



valuables

ONLINE SHOPPING








34
















35



























36







of full disclosure



















competitive market

37






























38










39


















40




Research








41 Research Design







42 Sampling design




421 Universe



41

422 Sampling frame



423 Sampling unit



424 Sample size






431 Data Collection


Secondary Data



secondary data

Primary Data



42















43








RESPONDENTS

PERCENTAGE OF

RESPONDENTS

Age

Less than 10 years

10 -20

20 - 45

Above 45 years

0

6

79

15

0

6

79

15

TOTAL 100 100

Income

10000- 30000

30000- 50000

Above 50000

47

28

18

51

30

19

Total 93 100

44


ING VYSYA Bank









5540

32


1-3yrs

3-7yrs

7-

10yrs

Time

Period


1-3 years 55 55

3-7 years 40 40

7-10 years 3 3

Above 10

Years

2 2

TOTAL 100 100

45




Never 1 1

1-3 times 50 50

4-9 times 34 34

10-19 times 15 15

Total 100 100







1

50

34

15


1-3

times4-9

times10-

19times

46




Advertisement 18 18

Peer Group 18 18

Newspaper 6 6

Direct 58 58

TOTAL 100 100









18

18

6

58

Source Of Awareness

Advertisements

Peer group

Newspaper

Direct

47






And Servicing

89 27

Provide Value Added

Services

79 24

Compete With

Competitors

70 21

Total 331 100







staff

28

27

24

21Friendly Staff

Timely product

delivery

Provide value

added services

Compete with

compititors

48




Deposits 75 40

Loan 25 14



TOTAL 185 100








41

138

38

Deposits

Loans

Overdrafts

Internet Banking

49




Savings 73 63


Fixed deposits 5 4

Demat 4 3

Any Other 10 10

TOTAL 115 100









0

20

40

60

80

100

120

no of

respondents

of

respondents

50




Phone banking 45 15

ATMDebit card 75 25


Net banking 48 16

Insta alerts 33 11


Total 300 100


35

7550

20

180

19

42

28

11

100



0

50

100

150

200

250

300


51






ATMDebit card

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

25




Worldwide reach



Reward program








Pay Orders obsolete

Other Advantages


Some of them are









VYSYA bank

26








Purpose




Incentives

Commission

Rewards

Bonus

Reimbursements

Other payments



Local Conveyance


Petrol Entitlement


Bills Credit

27

GIFT CARD




























free of cost

28

ESHOP CARDS





ONLINE TRADING









INVESTMENT








cost

29




























constantly updated

30

Rematerilialisation








Dial-Your-Demat





Balance Inquiry






Change of PIN

31

PAYMENTS

BILL PAY




Features-











next billing cycle

32








TAX PAYMENTS






Income Tax


Gift Tax

Wealth Tax







33

OTHER SERVICES

MOBILE REFILL










LOCKER



valuables

ONLINE SHOPPING








34
















35



























36







of full disclosure



















competitive market

37






























38










39


















40




Research








41 Research Design







42 Sampling design




421 Universe



41

422 Sampling frame



423 Sampling unit



424 Sample size






431 Data Collection


Secondary Data



secondary data

Primary Data



42















43








RESPONDENTS

PERCENTAGE OF

RESPONDENTS

Age

Less than 10 years

10 -20

20 - 45

Above 45 years

0

6

79

15

0

6

79

15

TOTAL 100 100

Income

10000- 30000

30000- 50000

Above 50000

47

28

18

51

30

19

Total 93 100

44


ING VYSYA Bank









5540

32


1-3yrs

3-7yrs

7-

10yrs

Time

Period


1-3 years 55 55

3-7 years 40 40

7-10 years 3 3

Above 10

Years

2 2

TOTAL 100 100

45




Never 1 1

1-3 times 50 50

4-9 times 34 34

10-19 times 15 15

Total 100 100







1

50

34

15


1-3

times4-9

times10-

19times

46




Advertisement 18 18

Peer Group 18 18

Newspaper 6 6

Direct 58 58

TOTAL 100 100









18

18

6

58

Source Of Awareness

Advertisements

Peer group

Newspaper

Direct

47






And Servicing

89 27

Provide Value Added

Services

79 24

Compete With

Competitors

70 21

Total 331 100







staff

28

27

24

21Friendly Staff

Timely product

delivery

Provide value

added services

Compete with

compititors

48




Deposits 75 40

Loan 25 14



TOTAL 185 100








41

138

38

Deposits

Loans

Overdrafts

Internet Banking

49




Savings 73 63


Fixed deposits 5 4

Demat 4 3

Any Other 10 10

TOTAL 115 100









0

20

40

60

80

100

120

no of

respondents

of

respondents

50




Phone banking 45 15

ATMDebit card 75 25


Net banking 48 16

Insta alerts 33 11


Total 300 100


35

7550

20

180

19

42

28

11

100



0

50

100

150

200

250

300


51






ATMDebit card

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

26








Purpose




Incentives

Commission

Rewards

Bonus

Reimbursements

Other payments



Local Conveyance


Petrol Entitlement


Bills Credit

27

GIFT CARD




























free of cost

28

ESHOP CARDS





ONLINE TRADING









INVESTMENT








cost

29




























constantly updated

30

Rematerilialisation








Dial-Your-Demat





Balance Inquiry






Change of PIN

31

PAYMENTS

BILL PAY




Features-











next billing cycle

32








TAX PAYMENTS






Income Tax


Gift Tax

Wealth Tax







33

OTHER SERVICES

MOBILE REFILL










LOCKER



valuables

ONLINE SHOPPING








34
















35



























36







of full disclosure



















competitive market

37






























38










39


















40




Research








41 Research Design







42 Sampling design




421 Universe



41

422 Sampling frame



423 Sampling unit



424 Sample size






431 Data Collection


Secondary Data



secondary data

Primary Data



42















43








RESPONDENTS

PERCENTAGE OF

RESPONDENTS

Age

Less than 10 years

10 -20

20 - 45

Above 45 years

0

6

79

15

0

6

79

15

TOTAL 100 100

Income

10000- 30000

30000- 50000

Above 50000

47

28

18

51

30

19

Total 93 100

44


ING VYSYA Bank









5540

32


1-3yrs

3-7yrs

7-

10yrs

Time

Period


1-3 years 55 55

3-7 years 40 40

7-10 years 3 3

Above 10

Years

2 2

TOTAL 100 100

45




Never 1 1

1-3 times 50 50

4-9 times 34 34

10-19 times 15 15

Total 100 100







1

50

34

15


1-3

times4-9

times10-

19times

46




Advertisement 18 18

Peer Group 18 18

Newspaper 6 6

Direct 58 58

TOTAL 100 100









18

18

6

58

Source Of Awareness

Advertisements

Peer group

Newspaper

Direct

47






And Servicing

89 27

Provide Value Added

Services

79 24

Compete With

Competitors

70 21

Total 331 100







staff

28

27

24

21Friendly Staff

Timely product

delivery

Provide value

added services

Compete with

compititors

48




Deposits 75 40

Loan 25 14



TOTAL 185 100








41

138

38

Deposits

Loans

Overdrafts

Internet Banking

49




Savings 73 63


Fixed deposits 5 4

Demat 4 3

Any Other 10 10

TOTAL 115 100









0

20

40

60

80

100

120

no of

respondents

of

respondents

50




Phone banking 45 15

ATMDebit card 75 25


Net banking 48 16

Insta alerts 33 11


Total 300 100


35

7550

20

180

19

42

28

11

100



0

50

100

150

200

250

300


51






ATMDebit card

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

27

GIFT CARD




























free of cost

28

ESHOP CARDS





ONLINE TRADING









INVESTMENT








cost

29




























constantly updated

30

Rematerilialisation








Dial-Your-Demat





Balance Inquiry






Change of PIN

31

PAYMENTS

BILL PAY




Features-











next billing cycle

32








TAX PAYMENTS






Income Tax


Gift Tax

Wealth Tax







33

OTHER SERVICES

MOBILE REFILL










LOCKER



valuables

ONLINE SHOPPING








34
















35



























36







of full disclosure



















competitive market

37






























38










39


















40




Research








41 Research Design







42 Sampling design




421 Universe



41

422 Sampling frame



423 Sampling unit



424 Sample size






431 Data Collection


Secondary Data



secondary data

Primary Data



42















43








RESPONDENTS

PERCENTAGE OF

RESPONDENTS

Age

Less than 10 years

10 -20

20 - 45

Above 45 years

0

6

79

15

0

6

79

15

TOTAL 100 100

Income

10000- 30000

30000- 50000

Above 50000

47

28

18

51

30

19

Total 93 100

44


ING VYSYA Bank









5540

32


1-3yrs

3-7yrs

7-

10yrs

Time

Period


1-3 years 55 55

3-7 years 40 40

7-10 years 3 3

Above 10

Years

2 2

TOTAL 100 100

45




Never 1 1

1-3 times 50 50

4-9 times 34 34

10-19 times 15 15

Total 100 100







1

50

34

15


1-3

times4-9

times10-

19times

46




Advertisement 18 18

Peer Group 18 18

Newspaper 6 6

Direct 58 58

TOTAL 100 100









18

18

6

58

Source Of Awareness

Advertisements

Peer group

Newspaper

Direct

47






And Servicing

89 27

Provide Value Added

Services

79 24

Compete With

Competitors

70 21

Total 331 100







staff

28

27

24

21Friendly Staff

Timely product

delivery

Provide value

added services

Compete with

compititors

48




Deposits 75 40

Loan 25 14



TOTAL 185 100








41

138

38

Deposits

Loans

Overdrafts

Internet Banking

49




Savings 73 63


Fixed deposits 5 4

Demat 4 3

Any Other 10 10

TOTAL 115 100









0

20

40

60

80

100

120

no of

respondents

of

respondents

50




Phone banking 45 15

ATMDebit card 75 25


Net banking 48 16

Insta alerts 33 11


Total 300 100


35

7550

20

180

19

42

28

11

100



0

50

100

150

200

250

300


51






ATMDebit card

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

28

ESHOP CARDS





ONLINE TRADING









INVESTMENT








cost

29




























constantly updated

30

Rematerilialisation








Dial-Your-Demat





Balance Inquiry






Change of PIN

31

PAYMENTS

BILL PAY




Features-











next billing cycle

32








TAX PAYMENTS






Income Tax


Gift Tax

Wealth Tax







33

OTHER SERVICES

MOBILE REFILL










LOCKER



valuables

ONLINE SHOPPING








34
















35



























36







of full disclosure



















competitive market

37






























38










39


















40




Research








41 Research Design







42 Sampling design




421 Universe



41

422 Sampling frame



423 Sampling unit



424 Sample size






431 Data Collection


Secondary Data



secondary data

Primary Data



42















43








RESPONDENTS

PERCENTAGE OF

RESPONDENTS

Age

Less than 10 years

10 -20

20 - 45

Above 45 years

0

6

79

15

0

6

79

15

TOTAL 100 100

Income

10000- 30000

30000- 50000

Above 50000

47

28

18

51

30

19

Total 93 100

44


ING VYSYA Bank









5540

32


1-3yrs

3-7yrs

7-

10yrs

Time

Period


1-3 years 55 55

3-7 years 40 40

7-10 years 3 3

Above 10

Years

2 2

TOTAL 100 100

45




Never 1 1

1-3 times 50 50

4-9 times 34 34

10-19 times 15 15

Total 100 100







1

50

34

15


1-3

times4-9

times10-

19times

46




Advertisement 18 18

Peer Group 18 18

Newspaper 6 6

Direct 58 58

TOTAL 100 100









18

18

6

58

Source Of Awareness

Advertisements

Peer group

Newspaper

Direct

47






And Servicing

89 27

Provide Value Added

Services

79 24

Compete With

Competitors

70 21

Total 331 100







staff

28

27

24

21Friendly Staff

Timely product

delivery

Provide value

added services

Compete with

compititors

48




Deposits 75 40

Loan 25 14



TOTAL 185 100








41

138

38

Deposits

Loans

Overdrafts

Internet Banking

49




Savings 73 63


Fixed deposits 5 4

Demat 4 3

Any Other 10 10

TOTAL 115 100









0

20

40

60

80

100

120

no of

respondents

of

respondents

50




Phone banking 45 15

ATMDebit card 75 25


Net banking 48 16

Insta alerts 33 11


Total 300 100


35

7550

20

180

19

42

28

11

100



0

50

100

150

200

250

300


51






ATMDebit card

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

29




























constantly updated

30

Rematerilialisation








Dial-Your-Demat





Balance Inquiry






Change of PIN

31

PAYMENTS

BILL PAY




Features-











next billing cycle

32








TAX PAYMENTS






Income Tax


Gift Tax

Wealth Tax







33

OTHER SERVICES

MOBILE REFILL










LOCKER



valuables

ONLINE SHOPPING








34
















35



























36







of full disclosure



















competitive market

37






























38










39


















40




Research








41 Research Design







42 Sampling design




421 Universe



41

422 Sampling frame



423 Sampling unit



424 Sample size






431 Data Collection


Secondary Data



secondary data

Primary Data



42















43








RESPONDENTS

PERCENTAGE OF

RESPONDENTS

Age

Less than 10 years

10 -20

20 - 45

Above 45 years

0

6

79

15

0

6

79

15

TOTAL 100 100

Income

10000- 30000

30000- 50000

Above 50000

47

28

18

51

30

19

Total 93 100

44


ING VYSYA Bank









5540

32


1-3yrs

3-7yrs

7-

10yrs

Time

Period


1-3 years 55 55

3-7 years 40 40

7-10 years 3 3

Above 10

Years

2 2

TOTAL 100 100

45




Never 1 1

1-3 times 50 50

4-9 times 34 34

10-19 times 15 15

Total 100 100







1

50

34

15


1-3

times4-9

times10-

19times

46




Advertisement 18 18

Peer Group 18 18

Newspaper 6 6

Direct 58 58

TOTAL 100 100









18

18

6

58

Source Of Awareness

Advertisements

Peer group

Newspaper

Direct

47






And Servicing

89 27

Provide Value Added

Services

79 24

Compete With

Competitors

70 21

Total 331 100







staff

28

27

24

21Friendly Staff

Timely product

delivery

Provide value

added services

Compete with

compititors

48




Deposits 75 40

Loan 25 14



TOTAL 185 100








41

138

38

Deposits

Loans

Overdrafts

Internet Banking

49




Savings 73 63


Fixed deposits 5 4

Demat 4 3

Any Other 10 10

TOTAL 115 100









0

20

40

60

80

100

120

no of

respondents

of

respondents

50




Phone banking 45 15

ATMDebit card 75 25


Net banking 48 16

Insta alerts 33 11


Total 300 100


35

7550

20

180

19

42

28

11

100



0

50

100

150

200

250

300


51






ATMDebit card

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

30

Rematerilialisation








Dial-Your-Demat





Balance Inquiry






Change of PIN

31

PAYMENTS

BILL PAY




Features-











next billing cycle

32








TAX PAYMENTS






Income Tax


Gift Tax

Wealth Tax







33

OTHER SERVICES

MOBILE REFILL










LOCKER



valuables

ONLINE SHOPPING








34
















35



























36







of full disclosure



















competitive market

37






























38










39


















40




Research








41 Research Design







42 Sampling design




421 Universe



41

422 Sampling frame



423 Sampling unit



424 Sample size






431 Data Collection


Secondary Data



secondary data

Primary Data



42















43








RESPONDENTS

PERCENTAGE OF

RESPONDENTS

Age

Less than 10 years

10 -20

20 - 45

Above 45 years

0

6

79

15

0

6

79

15

TOTAL 100 100

Income

10000- 30000

30000- 50000

Above 50000

47

28

18

51

30

19

Total 93 100

44


ING VYSYA Bank









5540

32


1-3yrs

3-7yrs

7-

10yrs

Time

Period


1-3 years 55 55

3-7 years 40 40

7-10 years 3 3

Above 10

Years

2 2

TOTAL 100 100

45




Never 1 1

1-3 times 50 50

4-9 times 34 34

10-19 times 15 15

Total 100 100







1

50

34

15


1-3

times4-9

times10-

19times

46




Advertisement 18 18

Peer Group 18 18

Newspaper 6 6

Direct 58 58

TOTAL 100 100









18

18

6

58

Source Of Awareness

Advertisements

Peer group

Newspaper

Direct

47






And Servicing

89 27

Provide Value Added

Services

79 24

Compete With

Competitors

70 21

Total 331 100







staff

28

27

24

21Friendly Staff

Timely product

delivery

Provide value

added services

Compete with

compititors

48




Deposits 75 40

Loan 25 14



TOTAL 185 100








41

138

38

Deposits

Loans

Overdrafts

Internet Banking

49




Savings 73 63


Fixed deposits 5 4

Demat 4 3

Any Other 10 10

TOTAL 115 100









0

20

40

60

80

100

120

no of

respondents

of

respondents

50




Phone banking 45 15

ATMDebit card 75 25


Net banking 48 16

Insta alerts 33 11


Total 300 100


35

7550

20

180

19

42

28

11

100



0

50

100

150

200

250

300


51






ATMDebit card

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

31

PAYMENTS

BILL PAY




Features-











next billing cycle

32








TAX PAYMENTS






Income Tax


Gift Tax

Wealth Tax







33

OTHER SERVICES

MOBILE REFILL










LOCKER



valuables

ONLINE SHOPPING








34
















35



























36







of full disclosure



















competitive market

37






























38










39


















40




Research








41 Research Design







42 Sampling design




421 Universe



41

422 Sampling frame



423 Sampling unit



424 Sample size






431 Data Collection


Secondary Data



secondary data

Primary Data



42















43








RESPONDENTS

PERCENTAGE OF

RESPONDENTS

Age

Less than 10 years

10 -20

20 - 45

Above 45 years

0

6

79

15

0

6

79

15

TOTAL 100 100

Income

10000- 30000

30000- 50000

Above 50000

47

28

18

51

30

19

Total 93 100

44


ING VYSYA Bank









5540

32


1-3yrs

3-7yrs

7-

10yrs

Time

Period


1-3 years 55 55

3-7 years 40 40

7-10 years 3 3

Above 10

Years

2 2

TOTAL 100 100

45




Never 1 1

1-3 times 50 50

4-9 times 34 34

10-19 times 15 15

Total 100 100







1

50

34

15


1-3

times4-9

times10-

19times

46




Advertisement 18 18

Peer Group 18 18

Newspaper 6 6

Direct 58 58

TOTAL 100 100









18

18

6

58

Source Of Awareness

Advertisements

Peer group

Newspaper

Direct

47






And Servicing

89 27

Provide Value Added

Services

79 24

Compete With

Competitors

70 21

Total 331 100







staff

28

27

24

21Friendly Staff

Timely product

delivery

Provide value

added services

Compete with

compititors

48




Deposits 75 40

Loan 25 14



TOTAL 185 100








41

138

38

Deposits

Loans

Overdrafts

Internet Banking

49




Savings 73 63


Fixed deposits 5 4

Demat 4 3

Any Other 10 10

TOTAL 115 100









0

20

40

60

80

100

120

no of

respondents

of

respondents

50




Phone banking 45 15

ATMDebit card 75 25


Net banking 48 16

Insta alerts 33 11


Total 300 100


35

7550

20

180

19

42

28

11

100



0

50

100

150

200

250

300


51






ATMDebit card

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

32








TAX PAYMENTS






Income Tax


Gift Tax

Wealth Tax







33

OTHER SERVICES

MOBILE REFILL










LOCKER



valuables

ONLINE SHOPPING








34
















35



























36







of full disclosure



















competitive market

37






























38










39


















40




Research








41 Research Design







42 Sampling design




421 Universe



41

422 Sampling frame



423 Sampling unit



424 Sample size






431 Data Collection


Secondary Data



secondary data

Primary Data



42















43








RESPONDENTS

PERCENTAGE OF

RESPONDENTS

Age

Less than 10 years

10 -20

20 - 45

Above 45 years

0

6

79

15

0

6

79

15

TOTAL 100 100

Income

10000- 30000

30000- 50000

Above 50000

47

28

18

51

30

19

Total 93 100

44


ING VYSYA Bank









5540

32


1-3yrs

3-7yrs

7-

10yrs

Time

Period


1-3 years 55 55

3-7 years 40 40

7-10 years 3 3

Above 10

Years

2 2

TOTAL 100 100

45




Never 1 1

1-3 times 50 50

4-9 times 34 34

10-19 times 15 15

Total 100 100







1

50

34

15


1-3

times4-9

times10-

19times

46




Advertisement 18 18

Peer Group 18 18

Newspaper 6 6

Direct 58 58

TOTAL 100 100









18

18

6

58

Source Of Awareness

Advertisements

Peer group

Newspaper

Direct

47






And Servicing

89 27

Provide Value Added

Services

79 24

Compete With

Competitors

70 21

Total 331 100







staff

28

27

24

21Friendly Staff

Timely product

delivery

Provide value

added services

Compete with

compititors

48




Deposits 75 40

Loan 25 14



TOTAL 185 100








41

138

38

Deposits

Loans

Overdrafts

Internet Banking

49




Savings 73 63


Fixed deposits 5 4

Demat 4 3

Any Other 10 10

TOTAL 115 100









0

20

40

60

80

100

120

no of

respondents

of

respondents

50




Phone banking 45 15

ATMDebit card 75 25


Net banking 48 16

Insta alerts 33 11


Total 300 100


35

7550

20

180

19

42

28

11

100



0

50

100

150

200

250

300


51






ATMDebit card

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

33

OTHER SERVICES

MOBILE REFILL










LOCKER



valuables

ONLINE SHOPPING








34
















35



























36







of full disclosure



















competitive market

37






























38










39


















40




Research








41 Research Design







42 Sampling design




421 Universe



41

422 Sampling frame



423 Sampling unit



424 Sample size






431 Data Collection


Secondary Data



secondary data

Primary Data



42















43








RESPONDENTS

PERCENTAGE OF

RESPONDENTS

Age

Less than 10 years

10 -20

20 - 45

Above 45 years

0

6

79

15

0

6

79

15

TOTAL 100 100

Income

10000- 30000

30000- 50000

Above 50000

47

28

18

51

30

19

Total 93 100

44


ING VYSYA Bank









5540

32


1-3yrs

3-7yrs

7-

10yrs

Time

Period


1-3 years 55 55

3-7 years 40 40

7-10 years 3 3

Above 10

Years

2 2

TOTAL 100 100

45




Never 1 1

1-3 times 50 50

4-9 times 34 34

10-19 times 15 15

Total 100 100







1

50

34

15


1-3

times4-9

times10-

19times

46




Advertisement 18 18

Peer Group 18 18

Newspaper 6 6

Direct 58 58

TOTAL 100 100









18

18

6

58

Source Of Awareness

Advertisements

Peer group

Newspaper

Direct

47






And Servicing

89 27

Provide Value Added

Services

79 24

Compete With

Competitors

70 21

Total 331 100







staff

28

27

24

21Friendly Staff

Timely product

delivery

Provide value

added services

Compete with

compititors

48




Deposits 75 40

Loan 25 14



TOTAL 185 100








41

138

38

Deposits

Loans

Overdrafts

Internet Banking

49




Savings 73 63


Fixed deposits 5 4

Demat 4 3

Any Other 10 10

TOTAL 115 100









0

20

40

60

80

100

120

no of

respondents

of

respondents

50




Phone banking 45 15

ATMDebit card 75 25


Net banking 48 16

Insta alerts 33 11


Total 300 100


35

7550

20

180

19

42

28

11

100



0

50

100

150

200

250

300


51






ATMDebit card

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

34
















35



























36







of full disclosure



















competitive market

37






























38










39


















40




Research








41 Research Design







42 Sampling design




421 Universe



41

422 Sampling frame



423 Sampling unit



424 Sample size






431 Data Collection


Secondary Data



secondary data

Primary Data



42















43








RESPONDENTS

PERCENTAGE OF

RESPONDENTS

Age

Less than 10 years

10 -20

20 - 45

Above 45 years

0

6

79

15

0

6

79

15

TOTAL 100 100

Income

10000- 30000

30000- 50000

Above 50000

47

28

18

51

30

19

Total 93 100

44


ING VYSYA Bank









5540

32


1-3yrs

3-7yrs

7-

10yrs

Time

Period


1-3 years 55 55

3-7 years 40 40

7-10 years 3 3

Above 10

Years

2 2

TOTAL 100 100

45




Never 1 1

1-3 times 50 50

4-9 times 34 34

10-19 times 15 15

Total 100 100







1

50

34

15


1-3

times4-9

times10-

19times

46




Advertisement 18 18

Peer Group 18 18

Newspaper 6 6

Direct 58 58

TOTAL 100 100









18

18

6

58

Source Of Awareness

Advertisements

Peer group

Newspaper

Direct

47






And Servicing

89 27

Provide Value Added

Services

79 24

Compete With

Competitors

70 21

Total 331 100







staff

28

27

24

21Friendly Staff

Timely product

delivery

Provide value

added services

Compete with

compititors

48




Deposits 75 40

Loan 25 14



TOTAL 185 100








41

138

38

Deposits

Loans

Overdrafts

Internet Banking

49




Savings 73 63


Fixed deposits 5 4

Demat 4 3

Any Other 10 10

TOTAL 115 100









0

20

40

60

80

100

120

no of

respondents

of

respondents

50




Phone banking 45 15

ATMDebit card 75 25


Net banking 48 16

Insta alerts 33 11


Total 300 100


35

7550

20

180

19

42

28

11

100



0

50

100

150

200

250

300


51






ATMDebit card

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

35



























36







of full disclosure



















competitive market

37






























38










39


















40




Research








41 Research Design







42 Sampling design




421 Universe



41

422 Sampling frame



423 Sampling unit



424 Sample size






431 Data Collection


Secondary Data



secondary data

Primary Data



42















43








RESPONDENTS

PERCENTAGE OF

RESPONDENTS

Age

Less than 10 years

10 -20

20 - 45

Above 45 years

0

6

79

15

0

6

79

15

TOTAL 100 100

Income

10000- 30000

30000- 50000

Above 50000

47

28

18

51

30

19

Total 93 100

44


ING VYSYA Bank









5540

32


1-3yrs

3-7yrs

7-

10yrs

Time

Period


1-3 years 55 55

3-7 years 40 40

7-10 years 3 3

Above 10

Years

2 2

TOTAL 100 100

45




Never 1 1

1-3 times 50 50

4-9 times 34 34

10-19 times 15 15

Total 100 100







1

50

34

15


1-3

times4-9

times10-

19times

46




Advertisement 18 18

Peer Group 18 18

Newspaper 6 6

Direct 58 58

TOTAL 100 100









18

18

6

58

Source Of Awareness

Advertisements

Peer group

Newspaper

Direct

47






And Servicing

89 27

Provide Value Added

Services

79 24

Compete With

Competitors

70 21

Total 331 100







staff

28

27

24

21Friendly Staff

Timely product

delivery

Provide value

added services

Compete with

compititors

48




Deposits 75 40

Loan 25 14



TOTAL 185 100








41

138

38

Deposits

Loans

Overdrafts

Internet Banking

49




Savings 73 63


Fixed deposits 5 4

Demat 4 3

Any Other 10 10

TOTAL 115 100









0

20

40

60

80

100

120

no of

respondents

of

respondents

50




Phone banking 45 15

ATMDebit card 75 25


Net banking 48 16

Insta alerts 33 11


Total 300 100


35

7550

20

180

19

42

28

11

100



0

50

100

150

200

250

300


51






ATMDebit card

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

36







of full disclosure



















competitive market

37






























38










39


















40




Research








41 Research Design







42 Sampling design




421 Universe



41

422 Sampling frame



423 Sampling unit



424 Sample size






431 Data Collection


Secondary Data



secondary data

Primary Data



42















43








RESPONDENTS

PERCENTAGE OF

RESPONDENTS

Age

Less than 10 years

10 -20

20 - 45

Above 45 years

0

6

79

15

0

6

79

15

TOTAL 100 100

Income

10000- 30000

30000- 50000

Above 50000

47

28

18

51

30

19

Total 93 100

44


ING VYSYA Bank









5540

32


1-3yrs

3-7yrs

7-

10yrs

Time

Period


1-3 years 55 55

3-7 years 40 40

7-10 years 3 3

Above 10

Years

2 2

TOTAL 100 100

45




Never 1 1

1-3 times 50 50

4-9 times 34 34

10-19 times 15 15

Total 100 100







1

50

34

15


1-3

times4-9

times10-

19times

46




Advertisement 18 18

Peer Group 18 18

Newspaper 6 6

Direct 58 58

TOTAL 100 100









18

18

6

58

Source Of Awareness

Advertisements

Peer group

Newspaper

Direct

47






And Servicing

89 27

Provide Value Added

Services

79 24

Compete With

Competitors

70 21

Total 331 100







staff

28

27

24

21Friendly Staff

Timely product

delivery

Provide value

added services

Compete with

compititors

48




Deposits 75 40

Loan 25 14



TOTAL 185 100








41

138

38

Deposits

Loans

Overdrafts

Internet Banking

49




Savings 73 63


Fixed deposits 5 4

Demat 4 3

Any Other 10 10

TOTAL 115 100









0

20

40

60

80

100

120

no of

respondents

of

respondents

50




Phone banking 45 15

ATMDebit card 75 25


Net banking 48 16

Insta alerts 33 11


Total 300 100


35

7550

20

180

19

42

28

11

100



0

50

100

150

200

250

300


51






ATMDebit card

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

37






























38










39


















40




Research








41 Research Design







42 Sampling design




421 Universe



41

422 Sampling frame



423 Sampling unit



424 Sample size






431 Data Collection


Secondary Data



secondary data

Primary Data



42















43








RESPONDENTS

PERCENTAGE OF

RESPONDENTS

Age

Less than 10 years

10 -20

20 - 45

Above 45 years

0

6

79

15

0

6

79

15

TOTAL 100 100

Income

10000- 30000

30000- 50000

Above 50000

47

28

18

51

30

19

Total 93 100

44


ING VYSYA Bank









5540

32


1-3yrs

3-7yrs

7-

10yrs

Time

Period


1-3 years 55 55

3-7 years 40 40

7-10 years 3 3

Above 10

Years

2 2

TOTAL 100 100

45




Never 1 1

1-3 times 50 50

4-9 times 34 34

10-19 times 15 15

Total 100 100







1

50

34

15


1-3

times4-9

times10-

19times

46




Advertisement 18 18

Peer Group 18 18

Newspaper 6 6

Direct 58 58

TOTAL 100 100









18

18

6

58

Source Of Awareness

Advertisements

Peer group

Newspaper

Direct

47






And Servicing

89 27

Provide Value Added

Services

79 24

Compete With

Competitors

70 21

Total 331 100







staff

28

27

24

21Friendly Staff

Timely product

delivery

Provide value

added services

Compete with

compititors

48




Deposits 75 40

Loan 25 14



TOTAL 185 100








41

138

38

Deposits

Loans

Overdrafts

Internet Banking

49




Savings 73 63


Fixed deposits 5 4

Demat 4 3

Any Other 10 10

TOTAL 115 100









0

20

40

60

80

100

120

no of

respondents

of

respondents

50




Phone banking 45 15

ATMDebit card 75 25


Net banking 48 16

Insta alerts 33 11


Total 300 100


35

7550

20

180

19

42

28

11

100



0

50

100

150

200

250

300


51






ATMDebit card

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

38










39


















40




Research








41 Research Design







42 Sampling design




421 Universe



41

422 Sampling frame



423 Sampling unit



424 Sample size






431 Data Collection


Secondary Data



secondary data

Primary Data



42















43








RESPONDENTS

PERCENTAGE OF

RESPONDENTS

Age

Less than 10 years

10 -20

20 - 45

Above 45 years

0

6

79

15

0

6

79

15

TOTAL 100 100

Income

10000- 30000

30000- 50000

Above 50000

47

28

18

51

30

19

Total 93 100

44


ING VYSYA Bank









5540

32


1-3yrs

3-7yrs

7-

10yrs

Time

Period


1-3 years 55 55

3-7 years 40 40

7-10 years 3 3

Above 10

Years

2 2

TOTAL 100 100

45




Never 1 1

1-3 times 50 50

4-9 times 34 34

10-19 times 15 15

Total 100 100







1

50

34

15


1-3

times4-9

times10-

19times

46




Advertisement 18 18

Peer Group 18 18

Newspaper 6 6

Direct 58 58

TOTAL 100 100









18

18

6

58

Source Of Awareness

Advertisements

Peer group

Newspaper

Direct

47






And Servicing

89 27

Provide Value Added

Services

79 24

Compete With

Competitors

70 21

Total 331 100







staff

28

27

24

21Friendly Staff

Timely product

delivery

Provide value

added services

Compete with

compititors

48




Deposits 75 40

Loan 25 14



TOTAL 185 100








41

138

38

Deposits

Loans

Overdrafts

Internet Banking

49




Savings 73 63


Fixed deposits 5 4

Demat 4 3

Any Other 10 10

TOTAL 115 100









0

20

40

60

80

100

120

no of

respondents

of

respondents

50




Phone banking 45 15

ATMDebit card 75 25


Net banking 48 16

Insta alerts 33 11


Total 300 100


35

7550

20

180

19

42

28

11

100



0

50

100

150

200

250

300


51






ATMDebit card

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

39


















40




Research








41 Research Design







42 Sampling design




421 Universe



41

422 Sampling frame



423 Sampling unit



424 Sample size






431 Data Collection


Secondary Data



secondary data

Primary Data



42















43








RESPONDENTS

PERCENTAGE OF

RESPONDENTS

Age

Less than 10 years

10 -20

20 - 45

Above 45 years

0

6

79

15

0

6

79

15

TOTAL 100 100

Income

10000- 30000

30000- 50000

Above 50000

47

28

18

51

30

19

Total 93 100

44


ING VYSYA Bank









5540

32


1-3yrs

3-7yrs

7-

10yrs

Time

Period


1-3 years 55 55

3-7 years 40 40

7-10 years 3 3

Above 10

Years

2 2

TOTAL 100 100

45




Never 1 1

1-3 times 50 50

4-9 times 34 34

10-19 times 15 15

Total 100 100







1

50

34

15


1-3

times4-9

times10-

19times

46




Advertisement 18 18

Peer Group 18 18

Newspaper 6 6

Direct 58 58

TOTAL 100 100









18

18

6

58

Source Of Awareness

Advertisements

Peer group

Newspaper

Direct

47






And Servicing

89 27

Provide Value Added

Services

79 24

Compete With

Competitors

70 21

Total 331 100







staff

28

27

24

21Friendly Staff

Timely product

delivery

Provide value

added services

Compete with

compititors

48




Deposits 75 40

Loan 25 14



TOTAL 185 100








41

138

38

Deposits

Loans

Overdrafts

Internet Banking

49




Savings 73 63


Fixed deposits 5 4

Demat 4 3

Any Other 10 10

TOTAL 115 100









0

20

40

60

80

100

120

no of

respondents

of

respondents

50




Phone banking 45 15

ATMDebit card 75 25


Net banking 48 16

Insta alerts 33 11


Total 300 100


35

7550

20

180

19

42

28

11

100



0

50

100

150

200

250

300


51






ATMDebit card

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

40




Research








41 Research Design







42 Sampling design




421 Universe



41

422 Sampling frame



423 Sampling unit



424 Sample size






431 Data Collection


Secondary Data



secondary data

Primary Data



42















43








RESPONDENTS

PERCENTAGE OF

RESPONDENTS

Age

Less than 10 years

10 -20

20 - 45

Above 45 years

0

6

79

15

0

6

79

15

TOTAL 100 100

Income

10000- 30000

30000- 50000

Above 50000

47

28

18

51

30

19

Total 93 100

44


ING VYSYA Bank









5540

32


1-3yrs

3-7yrs

7-

10yrs

Time

Period


1-3 years 55 55

3-7 years 40 40

7-10 years 3 3

Above 10

Years

2 2

TOTAL 100 100

45




Never 1 1

1-3 times 50 50

4-9 times 34 34

10-19 times 15 15

Total 100 100







1

50

34

15


1-3

times4-9

times10-

19times

46




Advertisement 18 18

Peer Group 18 18

Newspaper 6 6

Direct 58 58

TOTAL 100 100









18

18

6

58

Source Of Awareness

Advertisements

Peer group

Newspaper

Direct

47






And Servicing

89 27

Provide Value Added

Services

79 24

Compete With

Competitors

70 21

Total 331 100







staff

28

27

24

21Friendly Staff

Timely product

delivery

Provide value

added services

Compete with

compititors

48




Deposits 75 40

Loan 25 14



TOTAL 185 100








41

138

38

Deposits

Loans

Overdrafts

Internet Banking

49




Savings 73 63


Fixed deposits 5 4

Demat 4 3

Any Other 10 10

TOTAL 115 100









0

20

40

60

80

100

120

no of

respondents

of

respondents

50




Phone banking 45 15

ATMDebit card 75 25


Net banking 48 16

Insta alerts 33 11


Total 300 100


35

7550

20

180

19

42

28

11

100



0

50

100

150

200

250

300


51






ATMDebit card

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

41

422 Sampling frame



423 Sampling unit



424 Sample size






431 Data Collection


Secondary Data



secondary data

Primary Data



42















43








RESPONDENTS

PERCENTAGE OF

RESPONDENTS

Age

Less than 10 years

10 -20

20 - 45

Above 45 years

0

6

79

15

0

6

79

15

TOTAL 100 100

Income

10000- 30000

30000- 50000

Above 50000

47

28

18

51

30

19

Total 93 100

44


ING VYSYA Bank









5540

32


1-3yrs

3-7yrs

7-

10yrs

Time

Period


1-3 years 55 55

3-7 years 40 40

7-10 years 3 3

Above 10

Years

2 2

TOTAL 100 100

45




Never 1 1

1-3 times 50 50

4-9 times 34 34

10-19 times 15 15

Total 100 100







1

50

34

15


1-3

times4-9

times10-

19times

46




Advertisement 18 18

Peer Group 18 18

Newspaper 6 6

Direct 58 58

TOTAL 100 100









18

18

6

58

Source Of Awareness

Advertisements

Peer group

Newspaper

Direct

47






And Servicing

89 27

Provide Value Added

Services

79 24

Compete With

Competitors

70 21

Total 331 100







staff

28

27

24

21Friendly Staff

Timely product

delivery

Provide value

added services

Compete with

compititors

48




Deposits 75 40

Loan 25 14



TOTAL 185 100








41

138

38

Deposits

Loans

Overdrafts

Internet Banking

49




Savings 73 63


Fixed deposits 5 4

Demat 4 3

Any Other 10 10

TOTAL 115 100









0

20

40

60

80

100

120

no of

respondents

of

respondents

50




Phone banking 45 15

ATMDebit card 75 25


Net banking 48 16

Insta alerts 33 11


Total 300 100


35

7550

20

180

19

42

28

11

100



0

50

100

150

200

250

300


51






ATMDebit card

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

42















43








RESPONDENTS

PERCENTAGE OF

RESPONDENTS

Age

Less than 10 years

10 -20

20 - 45

Above 45 years

0

6

79

15

0

6

79

15

TOTAL 100 100

Income

10000- 30000

30000- 50000

Above 50000

47

28

18

51

30

19

Total 93 100

44


ING VYSYA Bank









5540

32


1-3yrs

3-7yrs

7-

10yrs

Time

Period


1-3 years 55 55

3-7 years 40 40

7-10 years 3 3

Above 10

Years

2 2

TOTAL 100 100

45




Never 1 1

1-3 times 50 50

4-9 times 34 34

10-19 times 15 15

Total 100 100







1

50

34

15


1-3

times4-9

times10-

19times

46




Advertisement 18 18

Peer Group 18 18

Newspaper 6 6

Direct 58 58

TOTAL 100 100









18

18

6

58

Source Of Awareness

Advertisements

Peer group

Newspaper

Direct

47






And Servicing

89 27

Provide Value Added

Services

79 24

Compete With

Competitors

70 21

Total 331 100







staff

28

27

24

21Friendly Staff

Timely product

delivery

Provide value

added services

Compete with

compititors

48




Deposits 75 40

Loan 25 14



TOTAL 185 100








41

138

38

Deposits

Loans

Overdrafts

Internet Banking

49




Savings 73 63


Fixed deposits 5 4

Demat 4 3

Any Other 10 10

TOTAL 115 100









0

20

40

60

80

100

120

no of

respondents

of

respondents

50




Phone banking 45 15

ATMDebit card 75 25


Net banking 48 16

Insta alerts 33 11


Total 300 100


35

7550

20

180

19

42

28

11

100



0

50

100

150

200

250

300


51






ATMDebit card

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

43








RESPONDENTS

PERCENTAGE OF

RESPONDENTS

Age

Less than 10 years

10 -20

20 - 45

Above 45 years

0

6

79

15

0

6

79

15

TOTAL 100 100

Income

10000- 30000

30000- 50000

Above 50000

47

28

18

51

30

19

Total 93 100

44


ING VYSYA Bank









5540

32


1-3yrs

3-7yrs

7-

10yrs

Time

Period


1-3 years 55 55

3-7 years 40 40

7-10 years 3 3

Above 10

Years

2 2

TOTAL 100 100

45




Never 1 1

1-3 times 50 50

4-9 times 34 34

10-19 times 15 15

Total 100 100







1

50

34

15


1-3

times4-9

times10-

19times

46




Advertisement 18 18

Peer Group 18 18

Newspaper 6 6

Direct 58 58

TOTAL 100 100









18

18

6

58

Source Of Awareness

Advertisements

Peer group

Newspaper

Direct

47






And Servicing

89 27

Provide Value Added

Services

79 24

Compete With

Competitors

70 21

Total 331 100







staff

28

27

24

21Friendly Staff

Timely product

delivery

Provide value

added services

Compete with

compititors

48




Deposits 75 40

Loan 25 14



TOTAL 185 100








41

138

38

Deposits

Loans

Overdrafts

Internet Banking

49




Savings 73 63


Fixed deposits 5 4

Demat 4 3

Any Other 10 10

TOTAL 115 100









0

20

40

60

80

100

120

no of

respondents

of

respondents

50




Phone banking 45 15

ATMDebit card 75 25


Net banking 48 16

Insta alerts 33 11


Total 300 100


35

7550

20

180

19

42

28

11

100



0

50

100

150

200

250

300


51






ATMDebit card

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

44


ING VYSYA Bank









5540

32


1-3yrs

3-7yrs

7-

10yrs

Time

Period


1-3 years 55 55

3-7 years 40 40

7-10 years 3 3

Above 10

Years

2 2

TOTAL 100 100

45




Never 1 1

1-3 times 50 50

4-9 times 34 34

10-19 times 15 15

Total 100 100







1

50

34

15


1-3

times4-9

times10-

19times

46




Advertisement 18 18

Peer Group 18 18

Newspaper 6 6

Direct 58 58

TOTAL 100 100









18

18

6

58

Source Of Awareness

Advertisements

Peer group

Newspaper

Direct

47






And Servicing

89 27

Provide Value Added

Services

79 24

Compete With

Competitors

70 21

Total 331 100







staff

28

27

24

21Friendly Staff

Timely product

delivery

Provide value

added services

Compete with

compititors

48




Deposits 75 40

Loan 25 14



TOTAL 185 100








41

138

38

Deposits

Loans

Overdrafts

Internet Banking

49




Savings 73 63


Fixed deposits 5 4

Demat 4 3

Any Other 10 10

TOTAL 115 100









0

20

40

60

80

100

120

no of

respondents

of

respondents

50




Phone banking 45 15

ATMDebit card 75 25


Net banking 48 16

Insta alerts 33 11


Total 300 100


35

7550

20

180

19

42

28

11

100



0

50

100

150

200

250

300


51






ATMDebit card

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

45




Never 1 1

1-3 times 50 50

4-9 times 34 34

10-19 times 15 15

Total 100 100







1

50

34

15


1-3

times4-9

times10-

19times

46




Advertisement 18 18

Peer Group 18 18

Newspaper 6 6

Direct 58 58

TOTAL 100 100









18

18

6

58

Source Of Awareness

Advertisements

Peer group

Newspaper

Direct

47






And Servicing

89 27

Provide Value Added

Services

79 24

Compete With

Competitors

70 21

Total 331 100







staff

28

27

24

21Friendly Staff

Timely product

delivery

Provide value

added services

Compete with

compititors

48




Deposits 75 40

Loan 25 14



TOTAL 185 100








41

138

38

Deposits

Loans

Overdrafts

Internet Banking

49




Savings 73 63


Fixed deposits 5 4

Demat 4 3

Any Other 10 10

TOTAL 115 100









0

20

40

60

80

100

120

no of

respondents

of

respondents

50




Phone banking 45 15

ATMDebit card 75 25


Net banking 48 16

Insta alerts 33 11


Total 300 100


35

7550

20

180

19

42

28

11

100



0

50

100

150

200

250

300


51






ATMDebit card

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

46




Advertisement 18 18

Peer Group 18 18

Newspaper 6 6

Direct 58 58

TOTAL 100 100









18

18

6

58

Source Of Awareness

Advertisements

Peer group

Newspaper

Direct

47






And Servicing

89 27

Provide Value Added

Services

79 24

Compete With

Competitors

70 21

Total 331 100







staff

28

27

24

21Friendly Staff

Timely product

delivery

Provide value

added services

Compete with

compititors

48




Deposits 75 40

Loan 25 14



TOTAL 185 100








41

138

38

Deposits

Loans

Overdrafts

Internet Banking

49




Savings 73 63


Fixed deposits 5 4

Demat 4 3

Any Other 10 10

TOTAL 115 100









0

20

40

60

80

100

120

no of

respondents

of

respondents

50




Phone banking 45 15

ATMDebit card 75 25


Net banking 48 16

Insta alerts 33 11


Total 300 100


35

7550

20

180

19

42

28

11

100



0

50

100

150

200

250

300


51






ATMDebit card

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

47






And Servicing

89 27

Provide Value Added

Services

79 24

Compete With

Competitors

70 21

Total 331 100







staff

28

27

24

21Friendly Staff

Timely product

delivery

Provide value

added services

Compete with

compititors

48




Deposits 75 40

Loan 25 14



TOTAL 185 100








41

138

38

Deposits

Loans

Overdrafts

Internet Banking

49




Savings 73 63


Fixed deposits 5 4

Demat 4 3

Any Other 10 10

TOTAL 115 100









0

20

40

60

80

100

120

no of

respondents

of

respondents

50




Phone banking 45 15

ATMDebit card 75 25


Net banking 48 16

Insta alerts 33 11


Total 300 100


35

7550

20

180

19

42

28

11

100



0

50

100

150

200

250

300


51






ATMDebit card

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

48




Deposits 75 40

Loan 25 14



TOTAL 185 100








41

138

38

Deposits

Loans

Overdrafts

Internet Banking

49




Savings 73 63


Fixed deposits 5 4

Demat 4 3

Any Other 10 10

TOTAL 115 100









0

20

40

60

80

100

120

no of

respondents

of

respondents

50




Phone banking 45 15

ATMDebit card 75 25


Net banking 48 16

Insta alerts 33 11


Total 300 100


35

7550

20

180

19

42

28

11

100



0

50

100

150

200

250

300


51






ATMDebit card

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

49




Savings 73 63


Fixed deposits 5 4

Demat 4 3

Any Other 10 10

TOTAL 115 100









0

20

40

60

80

100

120

no of

respondents

of

respondents

50




Phone banking 45 15

ATMDebit card 75 25


Net banking 48 16

Insta alerts 33 11


Total 300 100


35

7550

20

180

19

42

28

11

100



0

50

100

150

200

250

300


51






ATMDebit card

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

50




Phone banking 45 15

ATMDebit card 75 25


Net banking 48 16

Insta alerts 33 11


Total 300 100


35

7550

20

180

19

42

28

11

100



0

50

100

150

200

250

300


51






ATMDebit card

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

51






ATMDebit card

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

52




average score

Time saving 12 22 20 38 8 308





Total 100 100 100 100 100









53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

53


Bank


Features Strongly

Agree (5)

Agree

(4)

Neutra

l

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks

14 48 24 12 02 360


Flexible Services

18 42 30 10 00 368


Rate on Loans

10 26 20 38 06 296

84)Socially

Responsible

20 44 26 04 06 368

85) Insecurity 4 13 15 25 43 210

Summated score


Disagree - (1002) = 200

Neutral - (1003) = 300

Agree - (1004) = 400


54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

54












55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

55




Yes 67 67

Not Sure 30 30

Nos 3 3

TOTAL 100 100








loan

67

30

3


Yes

Notsure

No

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

56










improvement





VYSYA bank





less

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

57


71 CONCLUSION




















58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

58

7 2 RECOMMENDATIONS

















59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

59

REFERENCES






















60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

60

QUESTIONNAIRE

Dear Respondent






Age

Sex Male Female

Address

Income (Rs) 10000-30000 30000-50000 Above 50000










61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

61





a) Deposit b) Loans











A) Time Saving

B) Inexpensive

C) Easy Processing


E) Anytime Banking

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

62


Features Strongly

Agree (5)

Agree

(4)

Neutral

(3)

Disagree

(2)

Strongly

Disagree (1)

Summated

Score

81) Better Age


Banks


Flexible Services

83) Reasonable


84)Socially

Responsible

85) Insecurity



YES NOT SURE NO


bank

YES NO

Thank You

Final project report of 3rd sem

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Transcript of Final project report of 3rd sem