Project on Citi Bank

A

PROJECT ON

OF

CITIBANK

The Department Of Business Administration

In Partial Fulfillment of theRequirement for the Award of the Degree of BBA

Submitted to :- Submitted by:-

Dr. AMIT GUPTA VIPULASSISTANT PROFESSOR BBA/MAIMS

MAHARAJA AGRASEN INSTITUTE OF MANAGEMENT STUDIESSECTOR 22, ROHINI NEW DELHI

(Affiliated to G.G.S.I.P. University, Kashmere gate, New Delhi)

PREFACE

The project was undertaken to study the Indian Banking Industry in

reference to one of the basic services provided by the Banks.

Various theory and practical aspects were studied in regard to this

project. The Project tries to highlight the role of today’s banking

style. Various parameters were analyzed to know the current status

of the Indian Banking Industry and the various products of the

Citibank.

ACKNOWLEDGEMENT

Nobody is born perfect in himself; it is some timely guidance, proper teaching and

blessings by well wishers and seniors around us who give me perfection and skills

to make my self prepared to walk on the path of success?

My project work, which is the first step of mine in the fields of professionalism,

has been successfully accomplished, due to co-operative efforts of friends and

colleagues together.

I would like to pay my sincere gratitude and thanks to those people, who directed

me at every step in the project work. I would like to thank our respected director.

Mr.D D Chaturvedi, who allowed me to undertake this project and provided his

valuable guidance in doing.

I extend my sincere thank and gratitude to Dr. AMIT GUPTA, internal faculty,

MAIMS, for her help and valuable support throughout the term of the project. It

was a learning experience to work under his guidance.

I would also like to thank the faculty member and staff member of MAIMS for

their kind support and help during the project.

VIPUL BENIWAL

TABLE OF CONTENTSCertificate

Preface

Acknowledgement

1. Executive Summary

2. Objectives

3. Banking System in India

4. About Citibank Introduction How Citigroup is organized

Citibank Raises Base Rate

Citibank, N.A. Declares Dividends

Citigroup Announces

Corporate Management Changes in O&T

Creation of New Operating Committee

Citigroup Appoints Lead Director

5. Citigroup Product Lines

Cards

Consumer Finance Retail Banking

Capital Markets & Banking

Global Transaction Services Smith Barney

Private Bank

Asset Management

Alternative Investments

8. Citigroup Regions

9. CItigroup Brands

10.Shared Responsibilities

11.Research methodology Rationale Objective Research design Research instrument Method of data collection Sample size planning Questionnaire method Methodology of sampling

12.Analysis of questionnaire

13.Conclusion

14.Limitations

15.Recommendations

16.Bibliography.

OBJECTIVES

To study the consumers perceptions about various banks.

To know the level of awareness among consumers about Citibank.

To make people know about the various products offered by Citibank.

To know the interest level of the consumers to get associated with

Citibank.

To collect various suggestions from consumers to make Citibank better

one.

EXECUTIVE SUMMARY

The project was undertaken to study the various aspects of the Indian Banking Industry

with a special focus on Citibank and to understand the role of Banking Sector in the

smooth functioning of the Indian economy.

FINDINGS

PROSPECTS

Market focus is shifting from mass banking to class banking.

Introduction of customized and value added products.

Foreign banks have a major role to play.

Entry of local private players is increasing.

Entry of banks into various other financial products.

CONSTRAINTS

Verification laws play a major role in the Banking Industry.

Foreign sector focusing on other investment options.

Banks, which are old, still not introduced to Customer Relationship

Management.

Resources are not being fully utilized.

Banks need to set up separate divisions for taking care of the problems apart from the

phone Banking Services.

BANKING SYSTEM IN INDIA

INTRODUCTION

The Reserve Bank of India (RBI) Is India’s central bank. Though the banking industry is

currently dominated by public sector banks, numerous private & foreign banks exist.

India’s government-owned banks dominate the market; their performance has been

mixed, with a few being consistently profitable. Several

public sector banks are being restructured, & in some the governments either already has

or have plans to offload a chunk of its equity capital.

Banking India has an extensive banking network, in both rural & urban areas. All large

Indian banks are nationalized, & all Indian financial institutions are in public sector.

INDIAN BANKING SYSTEM

The banking system has three tiers. These are the scheduled commercial banks; the

regional rural banks which operate in rural areas not covered by the scheduled banks; and

the cooperative and special purpose rural banks.

PRIVATE AND FOREIGN BANKS

The RBI has granted operating approval to a few privately owned domestic banks, of

these many commenced banking business. Foreign banks operate more than 150 branches

in India. The entry of foreign banks is based on reciprocity, economic & political bilateral

relations. An inter departmental committee approves applications for entry & expansion.

CAPITAL ADEQUACY NORMS

Foreign banks were required to achieve an 8% capital adequacy norm by march 1993,

while Indian banks with overseas branches had until march 1995 to meet the target. All

other banks had to do so by march 1996 .The banking sector is to be used as a model

opening up of India’s insurance sector to private domestic and foreign participants , while

keeping the national insurance companies in operation

RESERVE BANK OF INDIA SYSTEM

The reserve bank of India is the Central Banking Institution. It is the sole authority for

issuing bank notes and the supervisory body for banking operations in India. It supervises

and administers exchange control and banking regulations, and administers the

government’s monitory policy. It is also responsible for granting licenses. Several

licenses for private banks have been approved. Despite fairly broad banking coverage

nationwide, the financial system remains inaccessible to the poorest people in India.

SCHEDULED AND NON-SCHEDULED BANKS

There are approx. 80 scheduled commercial banks , Indian and foreign ; almost 200

regional rural banks ; more than 350 central cooperative banks , 20 land development

banks , and a no. of primary agricultural credit societies . In terms of business, the public

sector banks dominate the banking sector.

LOCAL FINANCING

All sources of local financing are available to foreign- participation companies

incorporated in India, regardless of the extent of foreign participation. Under foreign

exchange regulations, foreigners and non-residents, including foreign companies, require

the permission of the Reserve Bank of India to borrow from a person or company

resident in India.

REGULATIONS ON FOREIGN BANKS

Foreign banks in India are subject to the same regulations as scheduled banks. They are

permitted to accept deposits and provide credit in accordance with the banking laws and

RBI regulations. Currently about 25 foreign banks are licensed to operate in India.

Foreign bank branches in India finance trade through their global networks.

RESERVE BANK RESTRICTION

The Reserve Bank of India lays down restrictions on bank lending and other activities

with large companies. These restrictions, popularly known as “consortium guidelines”

seem to have outlived their usefulness, because they hinder the availability of credit to

the non-food sector and at the same time do not foster competition between banks.

INDIAN Vs FOREIGN BANKS

Most Indian banks are well behind foreign banks in the area of customer funds transfer

and clearing system. They are hugely over-staffed and are unlikely to be able to compete

with the new private banks that are now entering the market. While these new banks and

foreign banks still face restrictions in their activities. They are well capitalized , use

modern equipment and attract high caliber employees.

GOVERNMENT AND RESERVE BANK OF INDIA REGULATIONS .

All commercial banks face stiff restrictions on the use of both their assets and liabilities.

40% of loans must be directed to “priority sectors” & the high liquidity ratio and cash

reserve requirements severely limit the availability of deposits for lending.

The RBI requires that domestic Indian banks make 40% of their loans at concessional

rates to priority sectors selected by the government. These sectors consist largely of

agricultural, exporters, and small businesses. Since July 1993, foreign banks have been

required to make 32% of their loans to these priority sectors. Within the target of 32% , 2

sub targets for loans to the small scale sectors (minimum of 10%) and exports (minimum

of 12%) have been fixed . Foreign Banks, however, are not required to open branches in

rural areas, or to make loans to the agricultural sectors. Commercial banks lend $8 billion

in the Indian financial year 1997 /98 ,up sharply from $ 4.4 billion in the previous year

NEED FOR TODAY

Debates on India’s slowdown focus on the manufacturing sector which is dangerously

misleading: one of the biggest areas of worry about India’s economic slowdown is being

ignored – the systematic flaw of India’s banking sector. Stories about the real health of

Indian banks get less publicized because banks are still overwhelmingly owned,

controlled and directed by the government, i.e., the ministry of finance. Banks have no

effective mouthpiece either.

FUTURE

One more reason being the opacity of the The Reserve Bank of India. This does not mean

a forecast of doom for the Indian Banking sector the kind that has washed out south east

Asia. And also not because Indian banks are healthy. We still have no clue about the real

non-performing assets of financial institutions and banks. Many banks are now listed that

puts additional responsibility of sharing information. It is now clear that it was the

financial sector that caused the sensational meltdown of some Asian nations. India is not

Thailand, Indonesia and Korea. Borrowed investment in property in India is low and

property prices have already fallen, letting out steam gently. Our micro-meltdown has

already been happening.

Banking System In India

Introduction

The Reserve Bank of India (RBI) is India’s central bank. Though the banking industry is

currently dominated by public sector banks, numerous private and foreign banks exist.

India’s government-owned banks dominate the market. Their performance has been

mixed, with a few being consistently profitable. Several public sector banks are being

restructured, and in some the government either already has or will reduce its ownership.

There has been a major shift in the mind set of the Indian Investors and the Private

players which includes starting from small financial institutions (both Indian and

Foreign) to big Corporate players who now take into consideration various new factors

before developing any kind of professional relationship with them.

We have also seen that era when it was only the banks who were there as the ultimate

place for the small investors to pool their funds, but the scene today is entirely different

what was earlier. Consumer today has a wide number of choices to go for.

If we go for the theory point of view banks are commercial enterprises which deal in

finances, financial instruments and provide various financial services for a price known

as interest, discount, commission, fee, etc.

According to the Indian Banking Regulation Act 1949, banking means “accepting

deposits may be repayable on demand or otherwise and may be withdrawn by cheque,

draft, order, or otherwise.

BANKING in India has an extensive banking network, in both urban and rural areas. All

large Indian banks are nationalized, and all Indian financial institutions are in the public

sectors.

BANKS OF INDIA

India today possesses a fine network of Banking Institutions catering to the diverse needs

of various sectors of the economy. At the time of independence we had a few financial

intermediaries like the commercial banks and the cooperative banks. Reserve Bank of

India had come into existence in 1935 as the central bank and the monetary authority of

the country. Indigenous bankers known by different names used to cater to the needs of

the vast population in the unorganized sector of the Indian economy.

After attaining independence a necessity was felt to establish new financial institutions

both at the apex level and the grass root level. Development banks were the first to be set

up both at the apex and the grass root level.

INSTITUTIONS AT THE APEX LEVEL

Reserve Bank of India

Industrial development bank of India (IDBI)

National Bank for Agriculture and Rural Development(NABARD)

Export Import Bank of India(Exim Bank)

National Housing Bank (NHB)

Reserve Bank enjoys a unique position in the Indian financial system. It performs the

functions as the banker to the government.

DEVELOPMENT BANKS

ALL INDIA LEVEL :

Industrial Development Bank of India .

SIDBI

ICICI LTD.

IFCI LTD.

IIBI LTD

STATE LEVEL :

State Financial Corporations

State Industrial Development Corporations

State Industrial Investment Corporations

INVESTMENTS INSTITUTIONS :

Insurance Institutions :

LIC

GIC

Former Subsidiaries of GIC

New Insurance Companies

MUTUAL FUNDS :

Public Sector :

Bank Sponsored.

Financial Institutions Sponsored

UTI

Private Sector :

Specialized Development Banks:

Indian Railways Finance Corp. Ltd.

Power Finance Corp. of India Ltd.

Tourism Finance Corp. of India Ltd.

Infrastructure Developments

Commercial Banks and Foreign Banks:

ICICI Bank

HDFC Bank

KOTAK Bank

HSBC Bank

AMERICAN EXPRESS

ABN AMRO.

CONCLUSION

Still, there are several other worries about the banking sector, mainly confusion over

ownership and control. Sometimes soon India will be forced to apply the norms of

developed countries and many banks (including some of the biggest) will show very poor

returns ratios and dozens of banks will be bankrupt. When that happens the two popular

reasons to defend bad banks will disappear. These are: one to save face in the remote

hope of that fortunes will ‘revive’ and two, some banks are too big to be allowed to fail,

fearing social upheaval.

About Citibank

Citigroup was incorporated on March 8, 1988. On October 8, 1998, Citicorp merged with

and into a subsidiary of Travelers Group, and Travelers Group changed its name to

Citigroup Inc. At the time of the merger, Citicorp stockholders received 2.5 Citigroup

shares for every 1 share of Citicorp stock they previously owned. Travelers Group

stockholders maintained their shares of Travelers Group stock under the Citigroup name.

Citigroup Inc. is today’s pre-eminent financial services company, with some 200 million

customer accounts in more than 100 countries. Our history dates back to the founding of

Citibank in 1812, Bank Handlowy in 1870, Smith Barney in 1873, Banamex in 1884, and

Salomon Brothers in 1910.

Other major brand names under Citigroup's trademark red umbrella include Citi Cards,

CitiFinancial, CitiMortgage, CitiInsurance, Primerica, Diners Club, Citigroup Asset

Management, The Citigroup Private Bank, and CitiCapital.

Citigroup common stock is traded on the New York Stock Exchange (NYSE) and the

Pacific Exchange (PCX) under the ticker symbol "C." Citigroup stock also has the

distinction of being the first international company to be traded on the Mexican Stock

Exchange (Bolsa Mexicana de Valores - BMV), and is listed under the ticker symbol

"C*."

http://www.citigroup.com/citigroup/corporate/history/salomon.htm

http://www.citigroup.com/citigroup/corporate/history/banamex.htm

http://www.citigroup.com/citigroup/corporate/history/smithbarney.htm

http://www.citigroup.com/citigroup/corporate/history/handlowy.htm

http://www.citigroup.com/citigroup/corporate/history/citibank.htm

HOW CITIGROUP IS ORGANISED

Citigroup is organized into three major business groups – Global Consumer,

Corporate and Investment Banking, and Global Wealth Management – in addition

to two stand-alone businesses, Citigroup Asset Management and Citigroup

Alternative Investment

Citigroup Global Consumer Group

The Citigroup Global Consumer businesses comprise the financial service sector's

most diverse consumer product offerings, including banking services, credit cards,

loans and insurance. Our businesses also offer industry-leading technology, a

strong worldwide presence and a powerful global franchise in Citibank.

North America Cards

With nearly 120 million accounts, our North America Cards franchise offers

credit and charge cards such as MasterCard®, VISA®, and private label.

International Cards

Our International Cards operation offers an array of Cards products to 20.9

million accounts in 42 countries outside of North America.

Retail Banking North America

Retail Banking North America includes branch banking, commercial banking,

commercial real estate, commercial financing and leasing, mortgages, student

loans and the Primerica Financial Services distribution channel.

o Citibanking North America

o Commercial Markets/Commercial Real Estate

o CitiCapital

o CitiMortgage and My Home Equity

o The Student Loan Corporation

Citibank, N.A. Declares Dividends

New York – The Board of Directors of Citibank, N.A. declared dividends on Citibank,

N.A. preferred stock as follows:

Series A, payable September 15, 2005, to holders of record on September 2, 2005.

Holders will be paid at the rate of $1.585 for each share held.

Series B, payable September 15, 2005, to holders of record on September 2, 2005.

Holders will be paid at the rate of $1.6275 for each share held.

Citigroup, the leading global financial services company, has some 200 million customer

accounts and does business in more than 100 countries, providing consumers,

corporations, governments and institutions with a broad range of financial products and

services, including consumer banking and credit, corporate and investment banking,

securities brokerage, and wealth management. Major brand names under Citigroup’s

trademark red umbrella include Citibank, CitiFinancial, Primerica, Smith Barney and

Banamex.

Citigroup Announces Senior Management Realignment Reinforcing

Customer Focus

Drawing on Depth of Talent Within the Organization, Global Consumer Group will be

Co-Headed by Ajay Banga and Steven Freiberg

Kevin Kessinger Appointed Head of Operations & Technology

New Operating Committee Formed and Business Heads Committee Expanded

NEW YORK – Citigroup announced today a senior management realignment reinforcing

its customer focus, drawing more directly from the talent and experience of an emerging

base of senior leaders, and providing additional opportunities for these leaders to expand

their involvement in corporate decision making.

“We have ambitious plans for the future and significant growth opportunities for our

company, and we have been carefully reviewing how we can best leverage the talent and

experience within our management team in support of our goals,” said Charles Prince,

Citigroup’s Chief Executive Officer. “This is a strong management structure and a strong

management team to lead our company given the needs of our business and the

accelerated pace at which we must make strategic decisions and respond to the needs of

our customers. I am proud of the caliber of our next-generation of leaders and their

dedication to our future.”

The Global Consumer Group will now be organized along customer lines. Recognizing

the different opportunities in the North American and International retail consumer

marketplaces, Ajay Banga, 45, currently President of Retail Banking North America, and

Steven J. Freiberg, 48, Chairman and Chief Executive Officer of Citi Cards NA, will

become co-heads of the Global Consumer Group, with Mr. Banga leading the

International operations and Mr. Freiberg leading the North American business (U.S. and

Canada). Both executives will report to Mr. Prince and join the Business Heads

Committee. Marjorie Magner, 56, Chairman and Chief Executive Officer of the Global

Consumer Group, will leave the company on October 1st to pursue her long-term

interests in areas outside of financial services, including academia and philanthropy.

The new structure will enable the company to better focus on the customer’s needs in an

integrated fashion across all product lines and more effectively respond to the specific

opportunities in markets at different stages in their development. Each executive has

more than 25 years of experience in retail services. The Global Consumer Group staff

functions will remain centralized and will report jointly to Mr. Banga and Mr. Freiberg.

Kevin Kessinger, 52, currently President of Consumer Finance North America, will

assume responsibility for Citigroup Operations and Technology succeeding Deborah

Hopkins, 50. Ms. Hopkins joined Citigroup nearly three years ago with the understanding

that she eventually wanted to pursue a senior role in a business unit – which she will now

do. Ms. Hopkins has led development of Citigroup’s long-term technology and

information security strategy. As we move from strategy to implementation, it is an

opportune time for this transition. In the near future, she will work with Mr. Prince and

the Business Heads to evaluate certain international investment opportunities. Mr.

Kessinger was responsible for many of the operating and technical innovations within the

Cards division when he served as its Chief Operating Officer, and led many critical

initiatives bridging operations and technology within CitiFinancial in his current position.

Manuel Medina-Mora, Chairman and Chief Executive Officer of Citigroup Latin

America and Mexico and Chief Executive Officer of Banamex, will join the Business

Heads Committee, which will expand its membership to 13. Medina-Mora has been the

CEO of Banamex since 2001. Between 2002-2004, Mexico net income nearly doubled.

He is responsible for Citigroup’s Latin America and Mexico businesses including: the

Corporate and Investment Bank, eBanking, Treasury, Consumer Bank, Cards Business,

Retail Banking, Insurance, Pension Funds, Securities, Brokerage, and Asset

Management, with a workforce of more than 45,000 employees.

A new approximately 30-person Operating Committee will be formed, which will

consider strategic issues, foster greater knowledge sharing among the businesses and

accelerate organizational decision making and implementation of initiatives.

Organization of Global Consumer Group Along Customer Lines

The realignment of the consumer businesses, with distinct leadership responsibility for

the North American market and for the International markets, responds to the evolving

needs of Citigroup’s retail customers, as the North American markets become more

mature and focused on innovation and the company seeks additional ways to capitalize

upon the tremendous pace of growth in international markets. The realignment is

designed to reinforce the company’s customer-oriented organization, leveraging Citi’s

leading financial brand across product lines.

“Both Ajay and Steve bring a tremendous depth of knowledge and experience to their

current roles and are fully focused on the substantial opportunities in our consumer

franchise,” said Mr. Prince. “They have been key members of our Consumer business

leadership for many years, and have impressive records of success in their respective

business areas. Importantly, they have a great working relationship, and they will

continue to share best practices and deliver innovative, best-in-class products and

services to retail customers across geographies, under a single, industry leading brand.”

Ajay Banga joined Citigroup in 1996 and has extensive international experience in a

variety of consumer-related roles. Since early 2002, he has been the President of Retail

Banking North America. During this period, he has overseen the expansion of the branch

banking business through acquisitions, the creation and successful operation of the

commercial business group, and the substantial growth of our mortgage and student

lending franchises. He is also responsible for servicing and technology for all the real

estate businesses in the Consumer Bank. While in his current role, the Retail Banking

North America division grew 50% in net income from just under $2 billion in 2001 to $3

billion in 2004. Prior to this, he was the business head for CitiFinancial and the U.S.

Consumer Assets Division. Ajay joined the bank in India in 1996 and over the next two

years, rose to become the Division Head for the Consumer Bank in Central/Eastern

Europe, Middle East, Africa and the Indian subcontinent. Since his time with Citigroup,

Mr. Banga has had extensive experience in acquisition and integration of businesses,

including Associates, Golden State Bank, Principal Residential Mortgage and recently,

First American Bank. Mr. Banga began his business career as a management trainee with

Nestle in 1981 and later joined PepsiCo’s Restaurants Division, where he was

instrumental in the launch of Pizza Hut and KFC in India.

Mr. Freiberg has spent 25 years in Citigroup and its predecessor companies with

extensive experience in cards, retail banking, investments and insurance. Currently, as

Chairman and CEO of Citi Cards NA, Mr. Freiberg has been responsible for Citigroup's

market-leading credit card business in the U.S., Mexico and Canada, with more than 125

million card accounts and approximately $140 billion in managed loans outstanding. In

the 8 years in which he held these positions, he has helped to expand the business’

profitability tenfold. He joined Citigroup’s Card Products Division in 1980 as a

Management Associate and has served in a variety of senior management positions in

marketing, business planning, distribution, and finance in Cards and other Citigroup

divisions. These included Chief Executive Officer for Retail Banking’s Citicorp

Investment Services and the Citicorp Insurance Group and distribution head for a

segment of the retail bank. He rejoined the Cards Division in 1997, as head of several

major strategic business groups that drove a turnaround in that business.

Corporate Management Changes in O&T

Mr. Kessinger has an extensive background in operations and technology, in addition to

his record of success as a business manager. After joining Citi Cards operations and

technology in 1995, he initially was responsible for directing the cards data warehouse

construction, various cards systems, and multiple initiatives building operational

effectiveness. From 1996-1998, Mr. Kessinger was head of the American AAdvantage

Strategic Business Unit and president of the Kansas City call center which doubled under

his direction. He returned to Cards Operations and Technology in 1998 and was Chief

Operating Officer, responsible for the operations and technology of Citi Cards. Kevin and

his team directed the very successful integration and conversions of AT&T Universal

Card, the Associates bankcard and private label cards, and numerous operating and

technical innovations to lead the industry as the low-cost/high quality provider. Since

2002, Mr. Kessinger has been responsible for all companies operating under the

Consumer Finance North America umbrella, including CitiFinancial branches in the U.S.,

Mexico, Canada, and Puerto Rico, CitiFinancial Mortgage Company, Citicorp Trust

Bank, f.s.b., Auto Division, Credito Familiar in Mexico and Chesapeake Appraisal &

Settlement Services. He was head of Information Security for the Global Consumer

Group from 2001-2004. Prior to joining Citigroup, Mr. Kessinger ran Banc One Financial

Cards Services, the O&T support organization for all of Bank One’s credit and debit

cards.

Creation of New Operating Committee

The new approximately 30-person Operating Committee is designed to meet on a regular

basis to discuss company and business-wide strategic issues, foster greater knowledge

sharing among the businesses and accelerate organizational decision making and

implementation of initiatives. In addition it will provide a greater number of executives

the opportunity to be included in corporate-wide decision making. Membership lists for

the Business Heads and the Operating Committee are below.

Business Heads:

Charles Prince, Chief Executive Officer, Citigroup

Ajay Banga, Chief Executive Officer, Global Consumer Group - International

Sir Win Bischoff, Chairman, Citigroup Europe

David Bushnell, Senior Risk Officer, Citigroup

Michael A. Carpenter, Chairman & Chief Executive Officer, Citigroup Global

Investments

Robert Druskin, President & Chief Executive Officer, Corporate and Investment Banking

Steven J. Freiberg, Chief Executive Officer, Global Consumer Group – North America

Lewis B. Kaden, Vice Chairman and Chief Administrative Officer, Citigroup

Sallie L. Krawcheck, Chief Financial Officer and Head of Strategy, Citigroup

Manuel Medina-Mora, Chairman & Chief Executive Officer, Latin America & Mexico,

Chief Executive Officer, Banamex

Robert E. Rubin, Director & Chairman of the Executive Committee Member, Office of

the Chairman, Citigroup

Todd Thomson, Chairman & Chief Executive Officer, Global Wealth Management

Stephen R. Volk, Vice Chairman, Citigroup

Operating Committee (also includes the Business Heads above):

Frank J. Bisignano, Chief Executive Officer, Global Transaction Services, Corporate and

Investment Banking

Bonnie Howard, Chief Auditor, Citigroup

Michael S. Helfer, General Counsel, Corporate Secretary, Citigroup

Charles Johnston, President & Chief Executive Officer, Global Private Client Group

Kevin Kessinger, Chief Operations & Technology Officer

Michael Klein, Chief Executive Officer, Global Banking, Citigroup

Damian Kozlowski, Chief Executive Officer, The Citigroup Private Bank

Thomas G. Maheras, Chief Executive Officer, Global Capital Markets, Corporate and

Investment Banking

William J. Mills, Chairman & Chief Executive Officer, Europe, Middle East and Africa

Corporate and Investment Banking

Robert Morse, Chief Executive Officer, Asia Pacific Corporate and Investment Banking

Douglas L. Peterson, Chief Executive Officer, Citigroup Japan Chairman and CEO,

Citibank Japan

William Rhodes, Senior Vice Chairman, Citigroup, Chairman, Citicorp/Citibank

Michael Schlein, Senior Vice President, Global Corporate Affairs, Human Resources,

and Business Practices, Citigroup

Frits Seegers, Chief Executive Officer, Europe, Middle East and Africa Global Consumer

Group

Ashok Vaswani, Chief Executive Officer, Asia Pacific Consumer Banking

Citigroup (NYSE: C), the leading global financial services company has some 200

million customer accounts and does business in more than 100 countries, providing

consumers, corporations, governments and institutions with a broad range of financial

products and services, including consumer banking and credit, corporate and investment

banking, securities brokerage, and wealth management. Major brand names under

Citigroup's trademark red umbrella include Citibank, CitiFinancial, Primerica, Smith

Barney and Banamex.

Citigroup Appoints Lead Director

New York, NY — The Board of Directors of Citigroup adopted a resolution today

designating the chair of the Board’s Nomination and Governance Committee as the

Board’s lead director. Alain Belda, Chairman and CEO of Alcoa Inc., is the current chair

of the Nomination and Governance Committee.

The lead director will preside at Board meetings when the Chairman is not present,

including executive sessions of the independent directors, will act as a liaison between

the Chairman and the independent directors, will approve meeting agendas, meeting

schedules and information sent to the Board, has the authority to call meetings of the

independent directors, and if requested, will be available for consultation and direct

communication with major shareholders.

The Board also confirmed its intention, as reflected in the company's Corporate

Governance Guidelines and proxy statement, to have at least two-thirds of the Board

qualify as independent in accordance with applicable laws, regulations, and best

governance practices, on an on-going basis, including at the 2005 Annual Meeting and

thereafter.

Citigroup (NYSE: C), the preeminent global financial services company has some 200

million customer accounts and does business in more than 100 countries, providing

consumers, corporations, governments and institutions with a broad range of financial

products and services, including consumer banking and credit, corporate and investment

banking, insurance, securities brokerage, and asset management. Major brand names

under Citigroup's trademark red umbrella include Citibank, CitiFinancial, Primerica,

Smith Barney, Banamex, and Travelers Life and Annuity.

Citigroup Product Lines

Citigroup has nine key product lines operating within its three business groups – Global

Consumer Group, Global Corporate & Investment Banking Group, and Global Wealth

Management. Asset Management and Alternative Investments are managed as separate

entities.

Global Consumer Group Cards

o World’s largest provider of credit cards

o First Quarter '05 Net Income of $1.086 billion

Consumer Finance

o World’s consumer finance leader

o First Quarter '05 Net Income of $629 million

Retail Banking

o Citibank: highest-rated, leading global brand


Corporate and Investment Banking


o #1 underwriter of Combined Global Debt, Equity and Equity-Related transactions for 14

consecutive quarters


Transaction Services

o Leading provider of transaction products; $8.0 trillion in assets under custody


Global Wealth Management

Smith Barney

o A leader in managed accounts with $969 billion in total client assets


Private Bank

o Offers widest range of services to more than 26,000 of the world’s most successful and

influential families


Asset Management

o A leader with $459.5 billion in assets under management


o On June 24, 2005, Citigroup announced that it signed a definitive agreement under which

it will sell substantially all of its Asset Management business in exchange for the broker-

dealer business of Legg Mason, Inc., approximately $1.5 billion of Legg Mason's

common and convertible preferred shares, and approximately $550 million in the form of

a five-year loan facility provided by Citigroup Corporate and Investment Banking. The

transaction is expected to close during the fourth quarter subject to certain regulatory

approvals and customary closing conditions.


First Quarter '05 Net Income of $362 million

Cards

Citigroup is the world’s largest provider of Card products with more than 145 million

bankcards, private label and charge cards in force in nearly 40 countries. As a leader in

the industry, the Cards business' success is achieved through the introduction of

innovative products and services tailored to meet the needs of our customers, strong

partnerships, and dedicated employees who are committed to excellence in serving their

customers

Industry Leadership

Citigroup is the world’s largest provider of credit card products. Citi Cards North

America is the industry leader with some 2.5 percent of GDP spent using its credit cards

and with an estimated 10% of Citi Card sales transacted online. Outside of North

America, the business sees tremendous opportunities for growth in targeted markets,

through the execution of a global delivery plan leveraging existing technology and

expertise.

Encouraging a healthy approach to money, the Cards business offers a range of products

designed to meet the needs of all its customers. Among its product offers in the U.S. are

the Citi® AAdvantage® card, the longest running airline rewards credit card in the

marketplace today, and the Sears and Home Depot private label card programs. After its

successful launch in Malaysia, a card tailored for the young, contemporary adult was

exported throughout the region and is expected to be “success transferred” to other

regions.

Key Competitive Advantages

Lowest cost, highest quality producer in the industry

Leading customer service technology, security and fraud prevention

Strongest global brand and distribution

Global credit expertise and marketing scale

Highlights

Acquired the Sears credit card business, making it the leading private label card

provider in U.S.

Became first foreign bank to launch credit cards in Russia.

Acquired majority stake in the Diners Club Europe franchise (UK, Ireland, Belgium,

Luxembourg, the Netherlands, Italy, France, Germany and Switzerland), bringing its

ownership to 100 percent.

Launched Citibank World Privileges for Asian cardholders, providing a broad range of

exclusive benefits and discounts at 15,000 establishments worldwide.

Consumer Finance

Citigroup’s Consumer Finance business is the largest in the United States and a leader

globally. Its enhanced business practices are setting a new standard for industry. It

provides consumer loan products and services including real estate, personal loans and

loans to finance consumer goods and is a world leader, with operations in more than 20

countries.

Industry Leadership

At the heart of Consumer Finance is CitiFinancial, a global network of more than 3,000

branches which is the foundation for a highly successful face-to-face, community-based

lending model. This direct lending model, which sets the business apart from the

competition and made it the world's consumer finance leader, is a key reason why more

than 90 percent of Consumer Finance customers in North America say they would

recommend the product line to a neighbor. In North America, CitiFinancial Mortgage

Company, Inc. and Citigroup Trust Bank, fsb (CTB) specialize in mortgage and home

equity lending and are recognized as one of the largest non-prime home equity lenders in

the United States. CitiFinancial Auto provides automobile financing to U.S. consumers

via auto dealerships and the Internet.

Citigroup has been providing access to credit and helping people improve their credit for

more than 90 years and leading the industry in strengthening business practices. In North

America, Consumer Finance has more than 23,000 full-time employees serving some 4.3

million customers in 48 states in the U.S. and 9 provinces in Canada.

Citigroup believes the total global consumer finance market is worth more than $1.3

trillion which is one reason for expanding its model globally. Outside North America,

Consumer Finance operates in more than 20 countries with more than 12,500 employees.

As with its North America operations, its international model centers on community-

based lending through more than 800 branches.


Lowest cost operations/global platforms

Large branch network offers personal interaction with customers

Unrivaled credit expertise

Lowest funding costs and strongest global distribution

Highlights

Updated CitiFinancial lending practices in the U.S.

Renamed auto finance subsidiaries as CitiFinancial Auto

Launched CitiFinancial in three new countries: Australia, Finland, and Russia

Retail Banking

Retail Banking delivers a wide array of banking, lending, insurance1, and investment

services2 to individual consumers around the world. These are distributed through 3,773

retail bank branches and 9,800 ATMs, and online, as well as through the network of

Primerica independent agents. In addition to Citibanking North America and Banamex in

Mexico, Citigroup's Retail Bank operates in Europe, Middle East and Africa, Japan, Asia,

and Latin America.

Industry Leadership

Retail Banking provides banking, lending, investment and insurance services to

customers through retail branches, offices, independent brokers and electronic and other

channels. It includes the operations of Citibanking North America, Banamex in Mexico,

Consumer Assets Division, Commercial Business Group, Primerica Financial Services

and full-service international banking operations in Europe, the Middle East and Africa

(EMEA), Japan, Asia and Latin America. This business offers attractive market share

growth opportunities for expanding distribution in the U.S., including Hispanic

communities, as well as in Asia, Russia and emerging markets. The Retail Bank has

proven expertise in acquiring and integrating new businesses, such as Golden State

Bancorp in California, KorAm Bank in Korea and Banamex in Mexico. In addition, its

more than 3,000 consumer banking branches worldwide and financial guidance offered

through Citipro® in the U.S. enables Citibank to attract new customers and offer them

additional services from other Citigroup businesses.

The Commercial Business Group has one of the top three commercial finance companies

in the U.S. The Consumer Assets Division originates and services mortgages and student

loans for customers across the U.S. Primerica, with a sales force of more than 100,000

independent representatives, promotes the sale of a variety of Citigroup products and

services.

With approximately 300,000 employees worldwide, Citibank understands customers’

financial needs. Citibank has long been known as an industry leader in innovation and

technology. In the early 1920s it was the first big national bank to offer banking services

to consumers, in 1961 it created the Certificate of Deposit and in the late 1970s it widely

deployed and popularized the use of 24-hour ATMs in the U.S. Today, its customers also

enjoy the benefits of Citibank Online, its award-winning online banking service,

providing free unlimited bill payment. With all of the above, Citibank continues to grow

its global franchise with the world’s most recognized financial brand.

Strategy

Increase market share in existing locations

Expand customer satisfaction efforts

Focus on countries with fast GDP growth

Capitalize on the popularity of Citipro® to enhance customer relationships


ID Theft Solutions for banking customers

Leading online banking

Citipro for investment and small business customers

Financial education efforts on a variety of topics and in multiple languages

Highlights

Launched ThankYou NetworkSM, offering banking customers in the United States and

Puerto Rico meaningful rewards that they can obtain easily and quickly.

Completed acquisition of First American Bank in Texas, adding over 100 new branches

to the Citibank retail banking network in the U.S.

Completed $81.4 billion of its 2003 commitment of $200 billion for affordable housing to

low-and moderate-income, minority, and underserved families through the end of the

decade.


The #1 underwriter of Combined Debt and Equity and Equity-related transactions,

Capital Markets & Banking combines a strong local presence around the world with

leadership in capital formation, sales and trading, strategic advice and risk management.

It is uniquely qualified to serve corporate and institutional clients with a full spectrum of

financial services in multiple geographies.

Industry Leadership

Capital Markets & Banking enables corporate clients and governments to grow and

remain competitive by helping them meet their financial and strategic needs on a scale

unmatched by the competition.

It provides clients with the global reach they seek while delivering world-class products

locally. Combined corporate and investment banking capabilities catapulted Citigroup

into a leadership position; of the 25 market sectors tracked by Thomson Financial, it

earned the #1 ranking in 15 of those categories. For the last 12 consecutive quarters, it

has been #1 globally in the underwriting of combined debt and equity transactions and

has achieved significant market share increases across products and regions over those

years.

In 2004, Capital Markets and Banking raised more than $534 billion globally in debt,

equity and equity-related transactions for firms to help them do such things as build

factories and hire more employees around the world. That total was over $121 million

more than our nearest competitor. Capital Markets and Banking completed 308 mergers

and acquisitions for clients around the world, a combined deal value of $282 billion. Its

foreign exchange business trades an average daily volume of $100 billion in currency,

and trades equities for its clients in more than 50 countries, an average of nearly 200

million shares a day in the U.S. alone. Citigroup remains the clear leader in fixed income,

outperforming competition in all global debt underwriting with over $127 million in

volume and 282 deals more than the number-two ranked competitor.

Capital Markets & Banking is a leader in structured corporate finance and has helped

raise money for projects that benefit people around the world. Capital Markets &

Banking is also playing a leadership role in developing an industry framework for dealing

with environmental and social issues in project finance, called the "Equator Principles."


Unparalleled global breadth

Unmatched product depth

Strongest balance sheet

Strong credit management

Highlights

Became the #1 underwriter of High Yield Debt in 4Q04 and maintained that ranking for

1Q05, knocking the long-time #1 competitor off its perch. Lead underwriter of

PanAmSat’s $2.76 billion senior secured credit facilities, one of the largest pro-rata, term

loan and high yield offerings in 2004.

In 2004, priced some 60 IPOs, more than double what we priced in 2003, including

Shinsei Bank’s $2.4 billion IPO -the largest Japanese IPO since 2000.

Advised on 20% more M&A transactions in 2004 than in the previous year, including

Cingular’s acquisition of AT&T Wireless, a $47 billion transaction, largest all-cash

transaction ever. Chosen advisor on innovative, first of their kind cross-border

acquisitions for Cemex/RMC and Ambev/Interbrew.

Winner of several prestigious industry awards including Best Investment Bank from

Global Finance Magazine and Global Bond House of the Year by IFR Magazine.

Global Transaction Services

Transaction Services provides cash management, treasury, trade finance, custody,

clearing, depository receipt, agency trust services, and fund services and offers integrated

reporting and management to financial institutions, corporations, and governments that

have assets and business in multiple countries.

Industry Leadership

Global Transaction Services is a world leader in global transaction capabilities, handling

over 1 billion transactions annually and processing more than $1 trillion in funds each

day. It holds $139 billion on average in Liability Balances under administration, $8

trillion in Assets Under Custody and Trust and has the world's largest commercial letter

of credit portfolio. Global Transaction Services's WorldLink® Multicurrency Payable

Services processes almost $1.7 billion daily.

Global Transaction Services has the world's largest proprietary branch network covering

99% of the world's securities capitalization and more top-rated and commended branches

than any other agent bank in the world. Global Transaction Services is also a leader in

technology. For example, CitiDirect® Online Banking, its Web-based corporate banking

platform, interacts with 149 Citibank branches and is available to clients in 22 different

languages. CitiDirect® was top-rated in the Greenwich Associates Benchmarking Study,

an independent research study leading competitors by a wide margin.

http://www.transactionservices.citigroup.com/transactionservices/homepage/


Most global platform

Superior technology infrastructure

Leading emerging markets franchise

Access to Capital Markets and Global Banking's relationship client base

Highlights

Acquired ABN AMRO's award-winning direct custody, clearing and fund administration

businesses in eight European and Asian markets.

Ranked Number 1 Global Custodian by Institutional Investor.

Settled more than 1 million transactions in international trade related to the movement of

goods.

Named "Best Overall Bank for Cash Management" by Global Finance Magazine for the

third year in a row.

Smith Barney

Smith Barney is a world-class leader in delivering wealth management and financial

planning services to high-net-worth private investors, small- to mid-sized businesses,

non-profit organizations, and family foundations.

Industry Leadership

Smith Barney’s Private Client Group is a leading provider of comprehensive financial

planning and advisory services to high net worth investors, institutions, corporations and

private businesses, governments and foundations. The business offers a full suite of

investment services, including asset allocation, private investments and lending services,

hedge funds, cash and portfolio management, as well as retirement, education and estate

planning. Outside the U.S., Citigroup’s Global Wealth Advisors provides investment and

wealth management services to affluent and high net worth clients around the world.

Industry surveys have ranked Smith Barney’s 12,000+ Financial Consultants (FCs) as

having the best relationships with their clients. This commitment to service, combined

with industry-low turnover and best-in-class products and services from Citigroup and

others, make our FCs among the most productive in the industry.

Smith Barney FCs currently serve approximately 7.7 million client accounts, representing

more than $969 billion in client assets.


Independent client-focused research

Open architecture

Leader in managed accounts

Leading technology

Leading Financial Consultant productivity

Scale-based advantages

Commitment to the highest quality research in the industry and top-flight investment

advice

Highlights

Revenue per Financial Consultant was $555,000 in the first quarter of 2005.

The business generated an industry-leading pre-tax profit margin of 19% for the first

quarter.

Smith Barney took home the most honors, 22, in the recent Forbes.com and StarMine

rankings.

Private Bank

The Private Bank offers personalized wealth management services to the world's most

successful families. Its offerings include a full range of portfolio management and

investment advisory services as well as access to capital markets, trust services and estate

planning, tailored financial structures, investment banking services, lending and other

traditional banking products.

Industry Leadership

The Citigroup Private Bank, one of the largest private banking businesses in the world,

provides personalized wealth management services to clients in more than 30 countries. It

offers a full range of portfolio management and investment advisory services from

Citigroup Asset Management, structured lending and banking services, as well as the

expertise of Citigroup's Corporate and Investment Bank.

One of the Private Bank's key competitive advantages, an advantage well understood by

its highly successful clients, is the access it provides to the global product and service

capabilities of Citigroup, while maintaining an open architecture in its product offerings.

The Private Bank's success with clients over the years can be attributed to four major

components: integrated client solutions, innovative product capabilities, a focus on key

markets worldwide, and a leveraging of the broader Citigroup enterprise which enables

The Private Bank to offer top-tier capabilities and investment solutions to the wealthiest

families around the world.

By drawing upon the vast resources of Citigroup's businesses, the Private Bank can

deliver investment management, risk management, liquidity and banking, structured

lending and issuer capital formation. In addition, its unique data management capability

provides consolidated reporting for clients.


Access to global products of Citigroup

Global distribution and insight

Legacy coupled with stability

Highlights

Launched Whole Net Worth Asset Allocation program to clients globally for optimum

allocation of liquid and illiquid asset classes.

Continued growth and office openings in global locations including Bahrain and Beverly

Hills

Rated Best Private Bank in the U.S. and the Americas by Euromoney 2004 Private

Banking Survey

Asset Management

Citigroup’s Asset Management businesses include Citigroup Asset Management (CAM),

Citigroup Alternative Investments’ (CAI) Institutional business, Banamex Asset

Management and Retirement Services businesses and Citigroup’s other retirement

services businesses in North America and Latin America. The CitiStreet joint venture

between Citigroup and State Street, offers administrative, outsourcing and investment

management services for defined contribution, pension and health-and-welfare plans

worldwide.

These businesses offer an array of investment products and retirement services to meet

the needs of institutional, high net-worth and retail clients throughout the world

Industry Leadership

Citigroup’s Asset Management business is a leader in money management with more

than $459.5 billion in assets under management. The asset management business has

developed world-class capabilities in investment management and client sales & service

catering to the most sophisticated individual and institutional investors worldwide. The

business has developed a reputation for excellence and integrity.

Millions of individual investors as well as some of the largest institutions, corporations

and governments in the world have turned to Asset Management for products and

strategies including separately managed accounts, mutual funds, closed-end funds,

college savings programs, hedge funds, and non-investment and investment grade credit

structures.

Its investment management organization is comprised of teams of experienced portfolio

managers supported by global fundamental & quantitative research analysts to provide

our clients with unique investment insights. Its investment teams have a proven track

record of delivering consistent long-term investment performance across all asset classes

including equity, fixed income, and alternative investments.

Key Competitive Advantage

Proven, experienced investment management teams

Global fundamental and quantitative research teams

Global sales and client service infrastructure

Highlights

Continued strong investment performance. Received a four- or five-star fund rating from

the independent agency Morningstar for 30 Smith Barney and Salomon Brothers US

mutual funds, as of March 2005.

Net flows of $12.2 billion driven by strong flows across U.S. Retail, Institutional, and

Private Banking clients

Ranked No. 1 in U.S. Separately Managed Accounts per Cerulli measured by AUMs as

of 1st quarter 2005.

Banamex Asset Management and Banamex Afore hold leading positions in Mexico with

a combined market share of 20 percent and $19 billion in assets under management.


Citigroup Alternative Investments (CAI) is an integrated alternative investment platform

manages awide range of products across five asset classes, including private equity,

hedge funds, real estate, structured products and managed futures. CAI manages capital

on behalf of Citigroup, as well as third-party institutional and high net worth investors.

CAI’s goal is to enable its 12 investment centers to retain the entrepreneurial qualities

and required to capitalize on evolving opportunities, while benefiting from the

intellectual, operational and financial resources of Citigroup.

CAI Profile

Assets Under Management: $42.8 billion

Citigroup Proprietary Capital: $12.1 billion (28% of total assets under management)

Global Market Position: Among the world's largest alternative asset managers

Asset Classes: Private Equity, Hedge Funds, Real Estate, Structured Products, Managed Futures

Employees: Over 700

Investment Centers: 12

Investment Products: 80+

Primary Investment Offices: New York, London, Hong Kong, Tokyo

Representative Offices: Bahrain, Jordan, Mexico City, Singapore

Investing in alternative investments is speculative, not suitable for all clients, and

intended for investors with sufficient knowledge and experience who are willing to bear

the high economic risks of the investment, which can include:

loss of all or a substantial portion of the investment due to leveraging, short-selling or

other speculative investment practices;

lack of liquidity in that there may be no secondary market for the fund and none expected

to develop;

volatility of returns;

restrictions on transferring interests in the fund;

potential lack of diversification and resulting higher risk due to concentration of trading

authority with a single advisor;

absence of information regarding valuations and pricing;

delays in tax reporting;

less regulation and higher fees than mutual funds; and

advisor risk.

Individual funds will have specific risks related to their investment programs that will

vary from fund to fund.

Past performance is no guarantee of future results.

Citigroup’s RegionsGlobally our business is organized into six regions – North America; Mexico; Europe,

Middle East and Africa; Japan; Asia; Latin America. No other financial services

organization can match the breadth and depth of our global presence. We have been on

the ground in many of these regions for more than 100 years.

North America (excluding Mexico)

First Quarter '05 Net Income $3.119 billion

Mexico

First Quarter '05 Net Income $373 million

Europe, Middle East and Africa (EMEA)

First Quarter '05 Net Income $305 Million

Japan


Asia Pacific (excluding Japan)


Latin America


Citigroup Brands

Our Shared Responsibilities

Every day, in the more than 100 countries where we do business, Citigroup’s 300,000

employees carry forward a legacy some 200 years in the making. It is a legacy of service,

integrity, and leadership. With this legacy and the role we play in the global economy,

come great responsibilities that are shared by every employee on behalf our clients, each

other, and our franchise.

We explicitly stated these Shared Responsibilities in our 2004 Annual Report,

communicated them broadly in print and online communications in 16 languages, and

asked every Citigroup employee to attest that they understand them.

Over the years, we’ve seen the tremendous success that comes from living up to these

responsibilities. At the same time, we’ve also seen the damage that can be done to our

reputation, our brand, and our ability to do business when we fall short.

Our goal for Citigroup is to be the most respected global financial services company.

Like any other public company, we’re obligated to deliver profits and growth to our

shareholders. Of equal importance is to deliver those profits and generate growth

responsibly.

An important ingredient in the success Citigroup has enjoyed over the years has been

trust. We believe our Shared Responsibilities are the foundation on which that trust is

built. And as leaders of Citigroup, we have a special responsibility to ensure this very

precious commodity is valued as much as any other.

Chuck Prince

CEO

Bob Willumstad

President and COO

RESEARCH METHODOLOGY

RATIONALE

After 1990, liberalization, many players entered into the market. There were few players

who were existing and few where new in this market.

Customers of the Bank got more variety to choice within the industry. Therefore whether

customers are satisfied or not with the existing players were to be studied to fetch what

they want from these players of the industry.

The existence of old players in the light of new players and their market share and value.

OBJECTIVES

To appraise the present scenario of the India in banking industry

To identify the key factors of consumer satisfaction in this industry.

To have a comparative analysis of the customer satisfaction level for the various banks.

RESEARCH DESIGN

Research design is a research plan which requires that what data are to be collected, what

research techniques and instruments are to be used, how a sample is to selected, and how

information is to be collected from this sample.

A research design specifies the methods and procedures for conducting a particular study.

Broadly speaking, research design can be grouped into three categories-exploratory

research, descriptive research and casual research.

RESEARCH INSTRUMENT

Descriptive research is used in this project report in order to understand the perceptions of

different consumers towards banking industry, and their behavior pattern by studying their

different demographics ( such as – age, sex, marital status, educational level, occupational

level, income level etc.). This is the most popular type of research technique, generally

used in survey research design and most useful in describing the characteristics of

consumer behavior.

The method used were following:

Questionnaire method

Direct Interaction with the users.

Data collection.

MODE OF DATA COLLECTION

Primary Data:- The sources of Primary data were questionnaires and personal

interviews.

Secondary data:- the sources of secondary data were the books and magazines.

SAMPLE SIZE PLANNING:

Sampling is simply the process of learning about the population on the basis of sample

drawn from it. It is that part of the universe which is selected for the purpose of

investigation. Sampling may be defined as a part of the whole that represents all the

characteristics of the whole under consideration.

Sample size: 100

Approach: Convenience sampling

QUESTIONNAIRE METHOD

This is the simplest method of collecting data. This is to be found that questionnaires must

be interesting, objective, unambiguous, ease to complete and generally not burdensome to

motivate respondents to answer truthfully and completely because consumers are often

reluctant to take the time for responding the surveys. The format and wording of

questionnaires is very simple and each question is arranged in a proper sequence so that

consumers can understand it in a better way.

The interview was conducted by filling up the questionnaire by different categories of

people and they are given full liberty to fill up these questionnaire.

Therefore our questionnaire is prepared on the basis of :-

1. Open ended questions.

2. Multiple-choice questions.

3. Dichotomous questions.

METHODOLOGY OF SAMPLING:

Subjective and judgment non-random sampling was adopted for our research work due to

large sampling area. Any type of sampling on which the sample selected depends on

personal discretion of the Investigator is subjective or judgment sampling. This technique is

used here because of the definite purpose in view and as such is not used for general

purposes. This sampling method has been used the choice of sample depend exclusively on

the judgment of the investigator. This methodology has been used because of the following

reasons:

To know the most typical of the population with respect to the

characteristic under study.

Populations are selected on the subjective basis and no probability law is

applied.

Biasness can be avoided as the investigator can make out who answering

correctly or not.

ANALYSIS

OF

QUESTIONNAIRES

HOW MANY PEOPLE HAVE THEIR SAVING ACCOUNTS

IN :

Citibank

HDFC

PNB

ICICI

SBI

UTI

OTHERS

DO YOU KNOW ABOUT CITIBANK?

YES

NO

DO YOU HAVE A BANK ACCOUNT?

YES

NO

PRESENTLY WHICH OF THE FACILITIES YOU ARE

AVAILING?

ATM

INTERNET BANKING

PETRO CARD

CREDIT CARD

PHONE BANKING

MOBILE BANKING

DEBIT CARD

ALL THE ABOVE

NONE OF THE ABOVE

HOW DID YOU COME TO KNOW ABOUT CITIBANK?

NEWSPAPER

RADIO

TELEVISION

OTHERS

RATING OF CITI BANK

GOOD

AVERAGE

POOR

WOULD YOU LIKE TO HAVE AN ASSOCIATION WITH

CITIBANK?

YES

NO

WHERE DO YOU THINK CITIBANK BRANCH OR ATM

SHOULD COME UP?

NORTH DELHI

EAST DELHI

WEST DELHI

SOUTH DELHI

LIMITATIONS

The primary data has been collected from the middle and upper sections of the society.

All the data has been collected at random but it is always liable for biasness.

A very small sample size of 100 people has been taken out of the total customers

therefore the analyses cannot be taken for final words.

The data has been collected from DELHI (North) and thus the perception of people from

the smaller towns cannot be judged.

CONCLUSION

Most of the people like to have their bank account in ICICI BANK.

75% people knows about Citibank

95% people have their bank account.

40% customers avail the facility of ATM.

65% people do not want to have an association with Citibank.

In North Delhi mostly people wants Citibank branch and ATM.

RECOMMENDATIONS

The bank should reduce the minimum amount of opening a bank account.

The average quarterly balance (AQB) should be reduced.

The bank should open its more branches.

Bank should expand its network of ATM, it should have ATMs at cinema halls, shopping

complexes, office complexes, etc.

The bank should improve its services.

The bank should also provide services on Sundays.

The bank should have salary and students account.

Bank should stress on telemarketing and on direct sales as well.

BIBLIOGRAPHY

: Website of the bank

www.citibank.com

Various articles of :

BUSINESS TIMES

ECONOMIC TIMES

Project on Citi Bank

Documents

Transcript of Project on Citi Bank