Ing Vysya In Comparison To Icici And Hdfc

1.INTRODUCT ION

Page | 1

INTRODUCTION Banking system of a nation is the shadow of nation’s economy. A healthy and profitable banking system is just like the backbone of nation’s economy. It is necessary for a nation to achieve growth and remain stable in this global world and global economy. The Indian banking system, with one of the largest banking networks in the world, has witnessed a series of reforms over the past few years like the deregulation of interest rates, dilution of the government stake in public sector banks (PSBs) and the increased participation of private sector banks.

1.1 History of INDIAN BANKING SYSTEM Banking in India originated in the last decades of the 18th century. The first banks were The General Bank of India, which started in 1786, and the Bank of Hindustan, both of which are now defunct The oldest bank in existence in India is the State Bank of India, a government-owned bank that traces its origins back to June 1806 and that is the largest commercial bank in the country. Allahabad Bank, established in 1865 and still functioning today, is the oldest Joint Stock bank in India. Central banking is the responsibility of the Reserve Bank of India, which in 1935 formally took over these responsibilities from the then Imperial Bank of India,

relegating

it

to

commercial

banking

functions.

After

India's

independence in 1947, the Reserve Bank was nationalized and given broader powers. In 1969 the government nationalized the 14 largest commercial banks; the government nationalized the six next largest in 1980.

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 In 1948, the Reserve Bank of India, India's central banking authority, was nationalized, and it became an institution owned by the Government of India.

 In 1949, the Banking Regulation Act was enacted which empowered the Reserve Bank of India (RBI) "to regulate, control, and inspect the banks in India."  The Banking Regulation Act also provided that no new bank or branch of an existing bank could be opened without a license from the RBI, and no two banks could have common directors

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1.2 Liberalization in INDIAN BANKING SYSTEM In the early 1990s, the then government embarked on a policy of liberalization, licensing a small number of private banks. These came to be known as New Generation tech-savvy banks, and included Global Trust Bank (the first of such new generation banks to be set up), which later Page | 4

amalgamated with Oriental Bank of Commerce, Axis Bank(earlier as UTI Bank), ICICI Bank and HDFC Bank. This move, along with the rapid growth in the economy of India, revitalized the banking sector in India, which has seen rapid growth with strong contribution from all the three sectors of banks, namely, government banks, private banks and foreign banks The next stage for the Indian banking has been setup with the proposed relaxation in the norms for Foreign Direct Investment, where all Foreign Investors in banks may be given voting rights which could exceed the present cap of 10%, at present it has gone up to 49% with some restrictions. The new policy shook the Banking sector in India completely. Bankers, till this time, were used to the 4-6-4 method (Borrow at 4%; Lend at 6%; Go home at 4%) of functioning. The new wave ushered in a modern outlook and tech-savvy methods of working for traditional banks. All this led to the retail boom in India. People not just demanded more from their banks but also received more. Currently (2009), banking in India is generally fairly mature in terms of supply, product range and reach-even though reach in rural India still remains a challenge for the private sector and foreign banks. In terms of quality of assets and capital adequacy, Indian banks are considered to have clean, strong and transparent balance sheets relative to other banks in comparable economies in its region. The Reserve Bank of India is an autonomous body, with minimal pressure from the government. The stated policy of the Bank on the Indian Rupee is to manage volatility but without any fixed exchange rate-and this has mostly been true. With the growth in the Indian economy expected to be strong for quite some time-especially in its services sector-the demand for banking services, especially retail banking, mortgages and investment services are expected to be strong. One may also expect M&As, takeovers, and asset sales. Page | 5

Currently, India has 88 scheduled commercial banks (SCBs) - 27 public sector banks (that is with the Government of India holding a stake), 31 private banks (these do not have government stake; they may be publicly listed and traded on stock exchanges) and 38 foreign banks. They have a combined network of over 53,000 branches and 17,000 ATMs. The public sector banks hold over 75 percent of total assets of the banking industry, with the private and foreign banks holding 18.2% and 6.5% respectively.

1.3 The Origin of ING Group ING group originated in 1990 from the merger between “Nationale Nederlanden” the largest Dutch Insurance Company and “NMB Post Bank” Group. Combining roots and ambitions, the newly formed company called Internationale Nederlanden Group ﾝ . Market circles soon abbreviated the name to I-N-G. The company followed suit by changing the statutory name to ING Group. ING is a global financial services company providing banking, investments, life insurance and retirement services and operates in more than 50 countries.

PROFILE ING is a global financial institution of Dutch origin offering banking, investments, life insurance and retirement services. ING serve more than 85 million private, corporate and institutional customers in Europe, North and Latin America, Asia and Australia. They draw on their experience and expertise, their commitment to excellent service and their global scale to meet the needs of a broad customer base, comprising individuals, families, small businesses, large corporations, institutions and governments

STRATEGY

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ING’s overall mission is to help customers manage their financial future. Capitalizing on changing

customer

preferences

and

building

on

our

solid

business

capabilities, ING’s strategic focus is on banking, investments, life insurance and retirement services. They provide retail customers with the products they need during their lives to grow savings, manage investments and prepare for retirement with confidence. With wide range of products, innovative distribution models and strong footprints in both mature and developing markets, ING has the long-run economic, technological and demographic trends on their side. ING aligns its business strategy around a universal customer ideal: saving and investing for the future should be easier. While steering the business through turbulent times, ING will execute efforts across all its business lines to strengthen customer confidence and meet their needs, preserve a strong capital position, further mitigate risks and bring its costs in line with revenue expectations.

COPERATE RESPOSIBILITY ING wants to pursue profit on the basis of sound business ethics and respect for its stakeholders. Corporate responsibility is therefore a fundamental part of ING’s strategy: ethical, social and environmental factors play an integral role in business decisions.

1.4 FINANCIAL RESULTS FY 2008

FY2007 FY200 6

FY20 05

FY20 04

Income (in EUR milion) Insurance operations

54,851

62,208

59,642

57,40 3

55,61 4

Banking operations

11,731

14,602

14,195

13,84

12,67

Page | 7

8 Total Income1

66,291

8

76,587 73,621 71,12 68,17 0 1

Operating Expenses Insurance operations Banking operations Total operating expenses Addition to loan loss provision Banking operations

5,422

5,515

5,275

5,195

4,746

10,303

9,967

9,087

8,844

8,795

15,725

15,481 14,362 14,03 13,54 9 1

1,280

125

103

88

465

-1,635

6,533

4,935

3,978

4,322

Banking result before tax

148

4,510

5,005

4,916

3,418

Total result before tax

-1,487

11,043

-721

1,534

1,907

1,379

1,709

-38

267

341

305

276

-729

9,241

Net result

-0.36

4.32

3.57

3.32

2.71

Earnings

-0.56

4.32

3.57

3.32

2.71

Dividend

0.74

1.48

1.32

1.18

1.07

Shareholders’ equity

8.55

17.73

17.78

16.96

12.95

Total assets

1,332

1.312

1,226

1,159

964

Total equity

29

40

41

38

28

Shareholders’ equity

17

37

38

37

28

Insurance result before tax

Taxation Minority interests Net result

9,940 8,894 7,740

7,692 7,210 5,755

Figures per ordinary share (EUR) 2)

Balance Sheet (in EUR billion)

Capital Ratios (%)

Page | 8

ING Group debt/equity ratio Insurance capital coverage ratio Insurance debt/equity ratio Bank Tier-1 ratio

13.8%

9.5%

9.0%

256%

244%

274%

8.5%

13.6%

14.2% 13.4% 14.3%

9.32%

7.39%

7.63% 7.32% 6.92%

15

60

74

65

49

2,063

2,226

2,205

2,205

2,205

-

16

63

87

87

-2.1%

24.2%

-108%

20%

7%

1,023

1,113

807

13.9%

14.3%

97%

97%

87.8%

68.3%

64.0% 63.9% 69.4%

1.2%

19.9%

19.7% 22.6% 14.5%

551

643

Market capitalisation (in EUR billion)

9.4% 10.2% 255%

204%

Shares (in millions): Outstanding Preference shares outstanding Key Performance Indicators - Net return on equity (ROE) - Net result growth

23.5% 26.6% 25.4% 25% n.a.

Insurance - Value of new life business - Internal rate of return - Combined ratio (non-life)

805

632

13.3% 13.2% 12.1% 91%

95%

94%

Banking - Cost/income ratio - RAROC after tax Assets under management (in EUR billion) Staff (FTEs end of period)

124,66 1

600

547

492

124,63 119,80 116,6 112,1 4 1 14 95

1.5 The ING Vysya BANK Ltd. Page | 9

ING Vysya Bank Ltd., is an entity formed with the coming together of erstwhile, Vysya Bank Ltd, a premier bank in the Indian Private Sector and a global financial powerhouse, ING of Dutch origin, during Oct 2002. The origin of the erstwhile Vysya Bank was pretty humble. It was in the year 1930 that a team of visionaries came together to form a bank that would extend a helping hand to those who weren't privileged enough to enjoy banking services. ING and ING Vysya Life Insurance are headquartered at Bangalore, while the corporate office of ING Investment Management is situated at Mumbai. The synergies arising out of the three distinct but complimentary businesses are bound to be an asset to the group in the changing market dynamics of the future. The first such signs are already visible on the horizon with combined products being successfully launched by the different entities of the group in conjunction with each other It's been a long journey since then and the Bank has grown in size and stature to encompass every area of present-day banking activity and has carved a distinct identity of being India's Premier Private Sector Bank. In 1980, the Bank completed fifty years of service to the nation and post 1985; the Bank made rapid strides to reach the coveted position of being the number one private sector bank. In 1990, the bank completed its Diamond Jubilee year. At the Diamond Jubilee Celebrations, the then Finance Minister Prof. Madhu Dandavate,

had termed

the

performance of the bank

stupendous. The 75th anniversary, the Platinum Jubilee of the bank was celebrated during 2005.

The long journey of seventy-five years has had several milestones

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1 930 Set up in Ban gal ore 1 948 S che dul ed Ban k 1 985 L arg est Priv ate Sec tor Ban k 1 987 The Vys ya Ban k Lea sing Ltd. Co mm enc ed Page | 11

1 988 Pion

ed the con cep t of Co bra ndi ng of Cre dit Car ds

The ING Vysya Bank DEHRADUN ING Vysya Bank Dehradun branch was established somewhere in September 2008 and it stands at third position in the region for its performance. It is the newest Private Sector Bank in the city and yet has achieved a remarkable growth rate in past 7 months. It has got its Journal Ledger of the size of

1 Rs.120,000,000 (12 crore rupees) and has got customer base of 1800 well 990 satisfied happy customers. Every month around 30 to 40 saving accounts are P rom opened which shows the consistency of the Bank and currently bank holds ote d around 1500 saving bank accounts. Vys ya Ban k Hou sing Fina nce Ltd. 1 992 D epo sits cros s Rs. 100 0 cror es 1 993 Nu mb er of Bra nch es cros

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300 1 996 S igns Stra tegi c Alli anc e wit h BBL ., Bel giu m. Two Nati ona l Awa rds by Ge m& Jew elle ry Exp ort Pro mot ion Cou ncil for exc elle nt 2.1 PRIMARY OBJECTIVE: perf • To thoroughly study the products & services of ING Vysya Bank. orm anc • To compare the banking products and services offered by ING Vysya e in Bank and other private banks (ICICI & HDFC) Exp ort • To study the customer’s expectations, behavior, responses & Pro preferences for various saving accounts of ING Vysya Bank. mot ion

2.OBJECTIVE OF THE STUDY

1 998 C

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Man age me nt Ser vice • To study the marketing strategies adopted by ING Vysya Bank to s, & co maintain & increase its market share & to retain its customers. mm issi 2.2 SECONDARY OBJECTIVE: oni • To study banking operations. ng of • To get the knowledge about marketing strategies of bank. VSA T. Gol den Pea 2.3 DURATION OF THE STUDY coc Duration of the study is 14 weeks. k Awa rd for 2.4 LIMITATIONS the bes • Research is only done in Dehradun city t HR • Research is self-financed so money is a major constraint Pra ctic • Respondents are biased toward their current bank. es by • Time is 14 weeks, so much of economic fluctuations are not seen Inst itut e of Dire ctor 2.5 SCOPE OF STUDY s. Rat The scope of any study can be defined in terms of the area and the sample ed size which will be reviewed for satisfying the objective of the subject matter. as Bes The first part of the report can be made on the basis of the secondary data t collected about the different saving bank accounts of private sector banks Do mespresent in Dehradun via internet, magazines and journals. tic Ban The scope of the study is in Dehradun, and around 100 people are targeted k in Indi for the survey which is done through questionnaire. a by As the scope of study is limited to Dehradun and to 100 people only, thus Glo picture presented in the testimony may not be the complete picture. bal Fina Page | 14 nce (Int ern atio

Fina ncia l Jour nal Jun e 199 8) 2 000 Stat e -of the -art Dat e Cen tre at ITPL , Ban gal ore. RBI clea rs sett ing up of ING Vys ya Life Insu ran ce Co mp any 2 001 I NGVys ya co mm enc

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life insu ran ce busi nes s. 2 002 The Ban k lau nch ed a ran ge of pro duc ts & ser vice s like the Vys Vya par Plus , the ran ge of loa n sch em es for trad ers, ATM ser vice s, Sm arts erv, per son al assi

3.

LITRATURE REVIEW

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nt ser vice , Sav e& Sec ure, LITRATURE REVIEW an acc oun t that 3.1 Types of saving accounts offered by ING Vysya Bank pro vid es A) ORANGE SAVINGS ACCOUNT: acci den This account is the basic product of ING Vysya Bank. In this account t hos minimum cash balance required to open an account & the Quarterly Average pita Balance requirement is Rs5000. Some of the major features and benefits of lizat ion this account are: and insu FREE ran ce • Free issue of International Debit Card. cov • Unlimited ATM transactions at over 25,000 (Cirrus/Cashnet) ATM’s in er, Sa India, where QAB is maintained. mb and • Shopping convenience at over 2 Lakh merchant locations, with the ING h, Vysya International Debit card. the Inte • Unlimited ATM transactions at over 196 ING Vysya ATM’s. rnat • 2 Demand Drafts with a value not exceeding Rs.50,000 per annum, ion al where QAB is maintained. Deb • Unlimited usage of payable at par (PAP) Cheques. it Car • Transfer of funds across all branches. d and • National Electronic Funds Transfer (NEFT) through the internet the banking channel. mib@ • Electronic Bill Payment service. nk net • Smartserv - Personal Assistance Service. ban • Statement of Account through E-mail. kin g ser vice Page | 17 . 2

ING tak es ove r the Man age me nt of the Ban k fro m Oct obe r 7th , 200 2

•

Mi-b@nk - Internet banking facility.

•

RTGS (Real Time Gross Settlement) transactions at all branches.

•

AAA Cash deposit (Customers) – Free up to 2 transactions per month and a value limit of Rs. 50,000/-

BENEFITS •

Free unlimited access to 25,000 + other bank ATM’s- enhanced accessibility.

•

Free multi branch, Multi-city banking convenience.

•

Payable at par Cheques.

•

Smartserv- Personal Concierge Services.

2 002 RBI B) ING FORMULA SAVINGS ACCOUNT: clea rs the This is the product of ING Vysya Bank which is targeted towards the upper new na middle class segment of the society. Basically the targeted segment is the me age group between 18-40 yrs. This product has its significance particularly in of the Metropolitan/A grade cities. This product is also useful for people who travel Ban frequently particularly to Metropolitan/A grade cities. k as ING Minimum cash balance required to open this account and Quarterly Average Vys Balance requirement is Rs. 25000/ya Ban k Some of the major features and benefits of this account are : Ltd, • Maximum withdrawal limit from ING’s ATM or any other bank’s ATM is vid e Rs. 50,000. thei r • Maximum shopping limit through ING’s ATM/Debit card is Rs. 75,000. lett • Free Payable at Par cheques. er of • Exclusive F1 themed, Internet Banking services. 17. 12. Page | 18 02 2

Intr odu ced cust om er • Formula 1 International Debit card. frie • Free sms alerts on transactions above Rs. 1500. ndl y pro duc SPECIAL BENEFITS CARD ts FUEL GAUGE like Ora • Fill fuel across any petrol pump in India and get the 2.5% surcharge nge waived. Sav ings , Ora nge Curr SPEED LAP ent and • Shop using your ING Formula savings account and get Formula One Prot merchandise. ect ed Ho RACE DAY me Loa • Whenever there is a Formula 1 race anywhere in the world, there is ns a race for u as well. Shop using your ING Formula debit card on the day of the race and top 25 spenders for the race day wins vouchers 2 004 from ING. Intr • 3 winners – Gift vouchers worth Rs. 5000/odu ced • 10 runner ups- Gift vouchers worth Rs. 2000/Prot • 12 second runner ups- Gift vouchers worth Rs. 1000/ect ed Ho me Loa C) PLATINA ACCOUNTS ns a This product (account) of ING Vysya Bank is a special product for special hou sing class of customers. This can also be termed as Preferred Platina Banking. loa This product is designed to reduce the efforts put in handling banking and n pro financial needs. This product has special features which are mainly meant for duc business class people who have to make large payments and have regular t Page | 19

2 005 Intr

ced Sol oMy Ow n transactions. The Platina account holder becomes the preferred customer of Acc oun the bank. t forThe average quarterly balance (QAB) is Rs. 100,000 you th and Features: Cus • Dedicated Relationship Manager tom er Our dedicated relationship managers can help you manage your money; Ser while you pursue your passion, be it business or pleasure. vice Line • Wealth Management Service – Pho Our preferred banking services offer you customized financial strategies ne on how to invest and where to invest based on simple financial risk Ban kin profiling. g • ING Platina Debit Card Ser vice Use your ING Platina Gold Debit Card and withdraw cash up to Rs1 lac per day from any ATM, Avail a 1% cash back on shopping with your Debit 2 006 B ank has net wor ked all the bra nch es to facil itat e AAA tran sact ions i.e. Any whe re, Any tim e& Any

Card. •

Account Representative Services Now when you are out building a business empire or taking that well deserved vacation, just nominate someone else to do your routine banking enquires.

•

Preferential rates on ING products Get more out of the Platina relationship. Avail preferential rates on Demat, Bank Lockers, Personal and Home loans.

3.2 Types of saving accounts offered by other private banks ICICI BANK A) ICICI Savings Bank Account: Page | 20

Ban kin g ICICI Bank is also offering the saving accounts as their products. •

The ICICI Bank International debit card is a debit-cum-ATM card provides

with

the

convenience

of

acceptance

at

merchant

establishments and cash withdrawals at ATM. •

Money Multiplier Facility

•

Internet Banking is offered free of cost.

•

Anywhere Banking facility entitles the account holder to withdraw or deposit cash upto a limit of Rs.50,000 across all ICICI Bank branches.

•

An average quarterly balance of Rs.10,000 only in metro and urban locations.

•

Nomination facility is available.

•

Interest is payable half-yearly.

Third party withdrawal limit is only Rs 15,000 and free demand draft making facility for a month is only up to Rs 10,000. Free withdrawal limit from ATM card is only up to Rs 25,000 in all accounts. B) GOLD PRIVILAGE ACCOUNTS The Gold Privilege Account brings the customer exclusive benefits, especially created for valuable customers. The minimum quarterly average balance (QAB) requirement for Gold Privilege account is Rs.50,000. Non-maintenance of the required QAB in any quarter attracts a charge as per the following guidelines: If QAB is between Rs.50,000 and Rs.25,000, charge of Rs.250 will be levied If QAB is between Rs.25,000 and Rs.10,000, charge of Rs.500 will be levied If QAB falls below Rs.10,000, charge of Rs.750 will be levied Your Gold Privilege account entitles you to select privileges and offers: Page | 21

BENIFITS •

Jump Queue facility in ICICI Bank branches.

•

Free usage of payable-at-par chequebook.

•

International VISA Gold debit card with higher daily withdrawal and spend limit.

•

Waiver of annual fee for Debit card.

•

Free and Unlimited access (cash withdrawals and balance enquiry) to any Bank's ATM in the country using ICICI Bank International Gold Debit card.

•

Waiver of DD/PO charges for up to Rs.100,000 per day.

•

Waiver of Anywhere Banking charges across all ICICI Bank branches.

•

Priority Processing through ICICI Bank Phone Banking.

•

Preferential rates for Gold Coins.

•

Better rates for Foreign Exchange Service.

•

Discounts on Safe deposit locker facility.

•

Special asset deals from time to time. C) TITANIUM PRIVILAGED ACCOUNT

This product from ICICI is mainly to serve privileged customer (upper class) In constant endeavor to fulfill all the banking needs and enhance exclusivity ICICI Bank launched Titanium Privilege Account - tailored to take care of customer’s banking and investment requirements and status. This account offers a dedicated Branch Relationship Manager supported with a Phone Banking Relationship Manager. Customer can realize the benefits of a Titanium Privilege Account on the basis of his total relationship value (TRV) with the bank. Customer need to Page | 22

maintain a TRV of between Rs. 5 lac and Rs. 10 lac and a quarterly average balance (QAB) of Rs.75,000. In addition to this, there is waiver of QAB charges, subject to FD of min. 3.75 Lac.

BENIFITS •

Branch

Relationship

Manager

supported

with

Phone

Banking

Relationship Manager. •

Priority processing at all ICICI bank branches and through customer care.

•

A higher daily withdrawal and spend limit on a Titanium debit card.

•

Free International Titanium Debit Card.

•

Unlimited free access to any bank’s ATM throughout the country.

•

Free usage of multi-city cheque book.

•

Free physical monthly account statement.

•

Anywhere banking.

•

Complete waiver on DD/PO charges.

•

Preferential rate on purchase of ICICI Bank Pure Gold.

•

Preferential rates on purchase of foreign exchange with a complete waiver on commission charges.

•

Discounted rates on safety locker charges.

HDFC BANK A) REGULAR SAVING ACCOUNT An easy-to-operate savings account that allows customer to issue cheques, draw Demand Drafts and withdraw cash. Customer can check balances from the comfort of his home or office through NetBanking, PhoneBanking and MobileBanking. Withdrawal of cash from any of the 3275 ATM centers spread across the country. Page | 23

FEATURES & BENEFITS •

Facilities like NetBanking and MobileBanking.

•

Customer can check the account balance, pay utility bills or stop cheque payment, through SMS.

•

Personalized cheques with customer’s name printed on each cheque leaf for enhanced security.

•

Advantage of BillPay, an instant solution to all frequent utility bill payments. Instructions for payment over the phone or through the Internet.

•

Customers can avail the facilities like Safe Deposit Locker, Sweep-In and Super Saver facility on their account.

•

Free cash withdrawals on any other Bank's ATM

•

Free Payable-at-Par chequebook, without any usage charges upto a limit of Rs.50,000/- per month.

•

Free InstaAlerts for all account holders for lifetime of the account.

•

Free Passbook facility available at home branch for account holders (individuals).

•

Free Email Statement facility.

B) SAVING MAX ACCOUNT Welcome to a world of convenience. HDFC has presented SavingsMax account, loaded with maximum benefits to make banking experience a pleasure. By maintaining an average quarterly balance of just Rs. 25,000/customer can get a host of premium services from HDFC Bank. Page | 24

FEATURES & BENIFITS •

Free unlimited transactions: Cash withdrawal and balance enquiry, at all HDFC Bank ATMs & on any other Bank's ATM using your HDFC Bank Debit Card.

•

Free Gold Debit Card for primary account holder for lifetime of the account. Gold Debit Card for other account holders at Rs 250/- p.a.

•

Free Woman's Advantage/International Debit Card for all account holders for lifetime of the account.

•

Free Payable-at-Par (PAP) chequebook, without any usage charges upto a limit of 1 lac per month.*

•

Free Demand Drafts on HDFC Bank locations, upto a limit of 50,000/per day at home branch.

•

Self/Third Party Cash Deposit/Withdrawal at non-home branches, upto Rs 50,000/- per day free. Above Rs 50,000 a charge of Rs 2.90 per thousand on the full amount would be applicable.

•

Optional sweep out facility to transfer extra savings to a Fixed Deposit, at the threshold of Rs.50,000/-.In the event of the balance in SavingsMax account exceeding Rs 50,000/-, the amount in excess of Rs 50,000/- will be swept out in to a Fixed Deposit with a minimum value of Rs 25000/- for a 1year 1day period.

•

Free BillPay & InstaAlerts for all account holders for lifetime of the account.

•

Free Monthly Statement of Account.

•

50% off on the Locker rental for the 1st year only.

•

Folio maintenance charges on Demat account free for first year.

•

Free

National

Electronic

Funds

Transfer

facility,

NetBanking,

MobileBanking. •

Free Passbook facility available at home branch for account holders Page | 25

(individuals). •

Free Email Statement facility C) PREFERRED BANKING ACCOUNTS

This account has been offered by HDFC for its preferred customers, so as to give special benefits to them. The minimum quarterly available balance (QAB) that has to be maintained in this account is Rs. 2,00,000 FEATURES & BENIFITS •

Dedicated Relationship Manager

•

Customized Investment Solutions

•

Investment Options

•

e-Broking

•

Expedited Tax Payments

•

Relationship Pricing

•

Business Solutions

•

On-demand exclusive privileges

•

Annual Service Charge Waiver

Page | 26

3.3 CLASSIFICATION/ CATEGORIZATION So, for convenience of the project and comparison the different accounts can be classified into three categories:

Category A

1. PLATINA ACCOUNT SAVING (ING) ACCOUNT (ING)

2. TITANIUM PRIVILAGED ACCOUNT ACCOUNT (ICICI)

3. PREFERRED BANKING REGULAR SAVING ACCOUNT/PLATINUM (HDFC)

Category B

FORMULA SAVING

Category C

ORANGE

ACCOUNT (ING)

GOLD PRIVILAGED

SAVING

ACCOUNT (ICICI)

(ICICI)

SAVING MAX ACCOUNT (HDFC)

ACCOUNT

(HDFC)

Service quality

Page | 27

ING Vysya Bank provides the top notch quality to its customers. They have so many special features that no other banks provide till date, like:

1. Special cabin/room for its customers to wait and relax when

there is a rush or when customer is asked to wait for some time.

2. Fastest RTGS and NEFT services, which takes place within

minutes.

3. A well behaving staff and special highly sensitive customer care department. This is head by a well efficient customer care manager.

4. Account verification with in promised 5 days.

5. Working hours from 10 a.m. to 6 p.m. (7 in p.m. if any customer is in need) 6. Doing things in the right way at right time.

7. It is the only Bank which provides the facility of withdrawal of 1 lakh rupees from any ATM at one go.

3.4 FINANCIAL FIGURES W

Page | 28

In Rs. Crores YTD YTD

%

Q3

2008

growth

Q3

2008-09 2007

Net Interest Income

357

2007-08

144.9

growth

19.2%

487

36.1%

Other Income

279

172.7

%

149

95.7

55.9%

400

321.8

240.6

33.8%

887.8

215.3

158.9

35.5%

585.0

106.5

81.7

30.4%

302.8

106.5

100

6.4%

302.8

43.3%

Total Income

637.5 39.3% Operating Costs

438

33.6%

Operating Profit

199.5

51.8%

Operating Profit after Exceptional

219.8 Items

37.7% 21.6

Provision &

33.9

27.7

-22.1%

84.7

150.1%

Contingencies

Profit before Tax

186

17.3%

218.1

32.8

29.6

11%

78.4

9.1%

Profit after Tax

139.7

72.4

17.3%

Provision for Taxes

71.9

84.9

114

52.1 22.5%

42.8

21.8%

3.5 Growth at ING Vysya Bank.

Page | 29

In terms of pure numbers, the performance over the decades can better be appreciated from the following table: Rs. in millions Yea r

Networth

Deposits

Advances

Profits

Outlets

1940

0.001

0.400

0.400

0.001

4

1950

1.40

5.30

3.80

0.09

16

1960

1.60

20.10

13.50

0.13

19

1970

3.00

91.50

62.80

0.74

39

1980

11.50

1414.30

813.70

1.13

228

1990

162.10

8509.40

4584.80

50.35

319

2000

5900.00

74240.00

39380.00

443.10

481

2001

6527.00

81411.10

43163.10

371.90

484

2002

6863.24

80680.00

44180.00

687.50

483

2003

7067.90

91870.00

56120.00

863.50

456

2004

7473.20

104780.00

69367.30

590.01

523

2005

7094.00

125693.10

90805.90

(381.80)

536

2006

10196.70

133352.50

102315.20

90.6

562

2007

11101.90

154185.70

119761.70

889.0

626

2008

14260.00

204980.00

146500.00

1569.00

677

Even in the recessionary period the ING Vysya Bank is going in profits. While other banks are losing a big percentage of their expected profits.

ING Vysya Bank Q3 Profit up 22% Continued Profit Growth sustained by Strong Fee Income Performance The Board of Directors of ING Vysya Bank Ltd. approved the unaudited financial results of the Bank for the quarter and period ended 31 December 2008 at its meeting in Bangalore at 23rd January 2009.

3.6 FINANCIAL HIGHLIGHTS Q3 Performance Net Profit after Tax (PAT) for the quarter ended 31 December 2008 increased by 22% to Rs.52.1 Crores from Rs.42.8 crores for the quarter ended 31 Page | 30

December 2007 and Profit before Tax (PBT) rose 17% to Rs.84.9 crores from Rs.72.4 crores. However, excluding the impact of exceptional items reported in the quarter ended 31 December 2007, PAT grew by 70% and PBT by 57% over the same quarter last year. Net Interest Income (NII) was up 19% to Rs.172.7 crores from Rs.144.9 crores and Fee & Other Income increased by 56% to Rs.149.1 crores from Rs.95.7 crores in the prior year.

Nine months ended December’08 The PAT for the period ended 31 December 2008 increased 23% to Rs.139.7 crores from Rs.114.1 crores for the period ended 31 December 2007 and PBT grew 17% to Rs.218.1 crores from Rs.186.0 crores. However, excluding exceptional items reported in the previous year, PAT increased by 40% and PBT by 32% over the corresponding period last year. NII grew 36% to Rs. 487.2 crores from Rs. 357.9 crores and Fee & Other Income was up 43% to Rs. 400.6 crores from Rs. 279.6 crores in the previous year.

3.7 Business Highlights Total Deposits grew 25% to Rs. 22,401 crores as at end December 2008 from Rs.17,871 crores the year before. Current and Savings (CASA) deposits rose 8% to Rs.5,819 crores as at end December 2008 from Rs. 5,406 crores as at end December 2007.

Page | 31

Advances grew 19% to Rs.16,014 crores in December 2008 from Rs. 13,409 crores in December 2007. Total Assets of the bank registered a 30% growth to Rs.29,050 crores. The Credit Deposit Ratio was at 71.5% in December 2008 against 75.0% in December 2007. The Gross NPA ratio and Net NPA ratio were at 1.84% and 1.09% respectively as at 31 December 2008 compared to 1.81% and 0.71% respectively as at 31 December 2007. The net worth of the Bank as at 31 December 2008 stood at Rs.1,568 crores compared to Rs. 1,459 crores as at end December 2007 and the Capital Adequacy Ratio stood at 10.72% in December 2008. In October 2008, the bank increased its capital through the issue of Tier 1 Perpetual debt amounting to approx. Rs.95 crores. Subsequent to the quarter end, the Bank raised an additional Rs.200 crores of Upper Tier 2 capital which has been subscribed entirely by ING Group.

3.8 ING Vysya FOUNDATION (ING – CSR) World over ING has strengthened its name as a good corporate citizen. The ING Chances for Children initiative (CFC) a global program in partnership with UNICEF is to educate 50,000 underprivileged children in three countries, Ethiopia, India and Brazil by 2008. In India the focus is primarily in the districts of Dharampuri and Krishnagiri in Tamil Nadu. Through the national Child labor Elimination (NCLP) bridge schools, ING provides much needed support to UNICEF, to fund, monitor, and provide children with quality primary education The Indian arm of the Chances for Children programs is run by the support of ING business units in India (ING, ING Life Insurance and ING Investment Management) through the ING Vysya Foundation. The Foundation was set up almost 3 year ago and was actively involved in the post Tsunami rehabilitation of the victims. ING Group set up a dedicated Page | 32

Tsunami Support account. In India, the Foundation partnered with five NGO providing much needed financial support, from rebuilding of schools to providing fishing boats, giving much needed hope to destroyed lives. The Indian chapter of CFC involves the partnership of the Foundation with 7 NGO working in primary education. Not only does the Foundation provide much needed financial support to these organizations but also runs strong voluntary programs giving the employees a chance to meet the children, work with them and take ownership and responsibility for the vision of its partners. The Foundation creates systems that ensure CSR activities within the organization. Various programs are initiated with the employees, whether it is taking 100 children for a day out to the planetarium or watching a film with them. It collectively influences the culture of the organization; and also provides the employees with an opportunity to contribute to the vision of the organizations CSR. Recently ING Vysya Foundation launched its initiative “Run Ricky Run”. In this initiative, for every run Ricky makes the Foundation will sponsor one child to go to school through its association with its NGO partner in Bangalore, SUKRUPA. Addressing health care, poverty or human rights issues, there is no better way than through the corridors of education. The main focus of the Foundation in India is to support not for profit organizations working in the area of education.

Page | 33

DATA INTERPRETA 4.

Page | 34

TION AND ANALYSIS

4.1 Comparative analysis of saving accounts:

a. Basic Saving Accounts (Category C)

Page | 35

PARTICULARS ACCOUNT NAME

HDFC

ICICI

ING Vysya

Saving

Savings

Orange

Regular

Account

Savings

Account

Account

AVERAGE Rs10,000

QUATERLY

Rs 10,000

Rs. 5,000

BALANCE AQB MAINTAINANCE CHARGES SWEEP

Rs

750.00 Rs 750.00 Rs 750.00 per

per

quarter per

Only.

OUT Available

quarter Only.

quarter Only. N.A

Available

N.A

Unlimited from

FACILITY 3 per month from

FREE TRANSACTIONS THIRD

SBI/Andhra

Bank ATM PARTY N.A

CASH

any

bank’s

Rs.15,000

ATM Rs.25,000

per day

day

per

WITHDRAWL/DEP OSIT NET BANKING

Free

Free

Free

MOBILE BANKING

Free

Free

Free

Page | 36

b. Preferred Saving Accounts (Category B)

PARTICULARS

HDFC

ICICI

ING Vysya

Account name

SAVING MAX ACCOUNT

GOLD PRIVILAGE D ACCOUNT

FORMULA SAVING ACCOUNT

AQB (Average Quarterly

25,000

50,000

25,000

Page | 37

Balance) Free DD

Upto 50,000/qat

Third Party Cash Deposit

Upto 15,000

N.A.

Upto 25,000

Smart-serv

N.A.

N.A.

Present

Free Transaction

6 in a year

N.A.

Unlimited

Special Features

Direct Bill Payments from accounts

Jump Que Facility Present

N.A.

Preference rates on gold coins N.A.

Upto 50,000/qat.

12 annual passes of famous night clubs and restaurants, across India Present

c. Privileged Saving Accounts (Category A)

PARTICULARS Account Name

HDFC

ICICI

Privileged Platinum

Titanium

ING Vysya Platina

Page | 38

QAB (Quarterly

2,00,000

75,000 + TRV of 5 to 10 lac

DD/PO Wavier

Available upto 50,000

N.A.

Available upto 50,000

PAP books

Unlimited

unlimited

unlimited

Available Balance)

One Lakh Cash withdrawal from any ATM Cash Back Offer on Shoping* Cashnet enabled credit/debit card

N.A.

N.A.

N.A.

N.A.

N.A.

N.A.

1,00,000

Available*

1 to 2 %

Available

4.2 FACTS AND PEOPLES’ PERCEPTION

A)

SAVING ACCOUNTS OF RESPONDENTS IN THE BANK

Page | 39

As per the data collected and analyzed, most of the people in Dehradun have chosen ICICI Bank for their banking. It is because ICICI was the first private banking player in the newly formed state (U.K.) they hold the accounts of 51% of the respondents. Next rank comes to HDFC with 31% of accounts. ING has captured 18% (speculative) of the market share within 6 months of its establishment in the State.

Page | 40

B) KNOWLEDGE OF THE ACCOUNT AND SERVICES ASSOCIATED.

Page | 41

C) QUARTERLY AVAILABLE BALANCE THAT HAS TO BE MAINTAINED

It is the amount which one has to maintain for a single quarter. 45% of the respondent were maintaining 5,000 rupees. 35% were maintaining nothing, 12% were holding 10,000 as their QAB. And 8% were holding more than 10,000 rupees.

Out of 45% of the respondents who maintain 5,000 rupees as their QAB, most of the respondents are having account in ICICI and ING Vysya bank.

D) BANK PROVIDING SPECIAL FACILITY LIKE smartserve

Page | 42

Smart serv is type of special services in which a person can send/present gifts to any of his/her known in any of the city by just telling your banker the address of the person. The gift will be purchased and will be delivered by the bank only, and the amount for the gift will be automatically deducted from the sender’s account. 10% of the people who were really enjoying some of the special services provided by bank were found to be associated with ING Vysya Bank.

E)

PEOPLES’ RATING: ACCORDING TO THEIR PERCEPTION

Page | 43

51% of the people have rated ICICI Bank as 1st, this is because of wide market share of ICICI Bank. 2nd Rank has been awarded to HDFC Bank by approximately 23% of respondents. 3rd rating is given to ING Vysya bank by approx. 15% of the respondents. And last comes AXIS Bank. Thus ING Vysya is better than AXIS and HDFC Bank in its Marketing Strategy.

F)

PEOPLE’S MOST FREQUENT POINTS OF INTERACTION WITH BANK

Page | 44

All of the bank customers interact most frequently with the bank by doing their transactions from ATM. 35% of them visit branch quite often and 35% of the respondents also go for phone banking. Internet Banking is the 2nd most point of interaction of bank and the customer. People who use Internet banking and mobile banking were found to be associated mainly with ICICI and ING Vysya Bank. ING Vysya is having best Internet banking attributes. This implies the technological advancement in Dehradun Citizens.

G) PERCEPTION OF RESPONDENTS ABOUT THEIR BANK/S Page | 45

4 - Most/excellent Reasonably good 2- Fair

31- Disappointing

1. Most of the people who are associated with ING Vysya Bank found their Bank charges quite nominal and well justified. About 97% of the ING Vysya customers state the same. Even AXIS Bank is charging best rates of charges to its customers. ICICI customer agrees that they think of getting better bank charges. 2. People have ranked ICICI at the top notch for its 12hrs. working hours 8 to 8. Even ING Vysya operates from 10 to 7, which is 2 hrs. more than HDFC and AXIS. Therefore ING Vysya Bank has an edge over AXIS and HDFC as per working hours. 3. 80% people have again rated ICICI as one of the best banks location wise. Its large no. of branches provides access to bank anywhere. As ING Vysya has got no other branch in Uttrakhand it has been rated lowest as per most of the respondents and ING Vysya customers. According to respondents

Page | 46

even AXIS and HDFC bank have no. of branches and are located at an accessible location.

4- Most/excellent good 2- Fair

3-

Reasonably

1- Disappointing/least

4. Almost all respondents who are in connection with ING Vysya Bank have rated it best in the customer care services. 55% of the respondent who are associated with HDFC Bank have rated HDFC, reasonably good in customer care services. But customer of ICICI and AXIS Bank are not very much delighted with customer care services of their bank. This way ING Vysya has got an advantage of delivering excellent customer care services. 5. In case of “Behavior of the Staff” most of the ING Vysya customers have rated ING the best. Almost 100% of the ING customers are well satisfied with their banker’s behavior. On the other hand 72% customers of ICICI bank and other respondents as well have ranked ICICI as very disappointing as per behavior of the staff. Most of them stated that when they visit branch, any of the employee there, hardly pays full attention towards them. Even some of the preferred customers have to stay in a cue or have to wait for long to get their job done by the bank. HDFC and AXIS Page | 47

Bank has been rated reasonably good by the respondents as far as behavior of the staff is concerned. 6. With the criteria of Variety of Accounts, people have rated ICICI as the top one. This is because ICICI is having bank accounts for the different customers with different needs. They have account for old age citizen, pension account, kids account of various types and many more. Whereas ING Vysya has been rated least, because they are operating with only 3 types of saving accounts in the city. They do have various other kinds of accounts but these are not available in Dehradun. This is probably due to very less time of their establishment. They are not providing the full services because its been just 6 months that they have established in Uttrakhand (DEHRADUN).

4- Most/excellent Reasonably good

3-

2- Fair Disappointing

1-

Page | 48

7. Most of the ING Vysya customers are happy with processing speed of their banking transactions. ING Vysya Bank boasts about delivering the commitment. According to the ING an account takes 5 days for activation. 8. The queries handling is done very well by ING Vysya bank according to the respondents. 57% of the ICICI customers are unhappy with the bank regarding their queries handling. Whereas AXIS Bank has been rated good.

H) VARIABLES INFLUENCING ACCOUNT OPENING IN A PARTICULAR BANK.

1)

I will prefer, if my friend recommends me to open an account in a particular bank. ( WORD OF MOUTH)

Page | 49

According to the respondents, they mainly disagree for opening a bank account on their friend’s or relatives’ recommendation. And to 27% of the respondents it doesn’t matter. Very few people agree to the recommendation. This means that the WORD OF MOUTH is not an essential marketing channel for opening an account in bank. People first try to find the real facts by their own.

2)

I am very cautious about Average Quarterly Balance nonmaintenance charge. (QAB)

Page | 50

Many people are bothered about their QAB, and to 23% people QAB doesn’t mean much. According to them they were never charged for not keeping enough QAB.

3) I am generally motivated by the television add for saving bank account.

Most of the respondents were unaware of the new advertisements of various banks. For them it hardly plays any important role in capturing market share.

4) I am generally bothered about the distance between my home and

Page | 51

Most of the respondents were very much bothered about the distance from their bank and home. That implies that PROXIMITY to bank is one of the very BOLD VARIABLE for account opening.

5)

I prefer saving bank account as it is popular.

Page | 52

6) I give importance to DD and cheque facility in saving bank account.

7) I give preference to instant alert, net banking and phone banking.

Page | 53

8)

I give importance to the third party cash deposits and withdrawal.

Page | 54

Page | 55

5.

OBSERVATIO NS & RESULTS

The study conducted directs toward the Private Banking scenario in the city DEHRADUN. Study suggested that a large market share has been captured by ICICI Bank and HDFC Bank. Out of two ICICI is enjoying the maximum market share. This is probably because of the reason that ICICI was the first private bank in the state as well as in city. Most of the people know about the account and services associated with it. Most of the people are maintaining 5,000 rupees as QAB in their private banking account, but most of them except ING Vysya customer are unaware of the special facilities available.

Page | 56

People have ranked ICICI bank as best in the city. This is may be due to the oldest persistence of ICICI bank in the city. They have rated HDFC as 3rd and ING Vysya as 2nd. Almost everyone comes in contact with their bank by the use of ATM machines. 80% of the respondents were using internet banking that implies high literacy rate in the city. People think that the staff of ICICI does not behave well with their customers but ING Vysya customers are glad with the staff of ING Vysya Bank. But on the other hand ICICI customers are very happy with the working hours of ICICI bank. HDFC customers are a bit unhappy with the working hours of their bank. People are very much bothered by the distance between their home and the bank. They believe that this a major issue which influence the customer to open an account in any bank. Most of the people are not entertained by the television advertisements about various banks. Even word of mouth has not been proved as strong marketing channel about banking. It implies that for banking customer is looking at the commitment, real facts, distance between their home and bank, behavior of the banker, QAB and many more.

SWOT ANALYSIS

Page | 57

Strengths •

• • • • • •

Weakness

ING as one on the biggest financial MNC. 7th in 500 fortune Only foreign bank which has acquired an Indian private bank (Vysya Bank) Higher rate of interest than other private banks Most of the financial plans are legalized under 80(ccc) Top notch customer care and staff behavior Unique features with different kinds of accounts Working hours

• • •

Opportunities •

•

• •

New segment of doctors, students and CAs as they like innovation in their financial needs and like to enjoy the services. High class (upper strata) population of city Increase in different kind of financial products NGO and Public Relations

Very few branches Less variety of financial/banking products Location

Threats • • •

Presence of two top private banking players in the market (ICICI & HDFC) Large market share already captured Non willingness of Dehradun citizens to change for something new, or to try innovation in their banking.

6.REFERENCES Page | 58

•

www.ingvysyabank.com

•

www.icicibank.com

•

www.hdfcbank.com

•

www.moneycontrol.com

•

www.economictimes.com

• www.blackle.com • www.wikipedia.com

Page | 59

7.APPENDIX

Page | 60

Questionnaire Comparative analysis of saving bank accounts of different private sector banks Dear respondent,

We are conducting a research to know the general perception and attitude of customer towards the products & services that are offered by ING Vysya Bank & other private banks (ICICI & HDFC) in Dehradun. The information will be valuable input for the research and we assure you that the information will be kept confidential. We hope that you will co-ordinate with us and give quite a few minutes from your precious time and give the genuine answer.

Personal Details:Name:Gender :-

M

F

Age:Address:Occupation:-

Service Professional Businessman Page | 61

Others (Please Specify)…………..

Educational Qualification:-

Under Graduate Graduate Post graduate

Phone no.(Optional):Annual Income:-

Below 1 Lac 1 Lac – 3 Lac 3 Lac - 5 Lac Above 5 Lac

1) Do you have a saving account in any of the Private banks in Dehradun

? a) Yes b) No

2) In which of the following banks do you have saving bank account?

1. ING Vysya Bank

2. ICICI Bank

3. HDFC Bank …………………)

4. Any Other Bank

(Please Specify………

Page | 62

3) Do you have complete knowledge of the saving account and services associated with that account you have? a) Yes b) No c) Can’t say

4)

Are you a preferred/privileged customer of your bank? a) Yes

b) No

5) How much Quarterly Available Balance (QAB) you need to maintain? a. Nil b. 5,000

c. 10,000 d. More than above

6) Does your Bank provides you some special services like, smart serv,

mi-banking? a. Yes b. No

Page | 63

7) Please rate the following banks on the scale of 4 where 1is the least

and 4 is the most according to your perception you are having for reputation of the banks. ING Vysya Bank

ICICI Bank

HDFC Bank

Axis Bank

8) What is your most frequent point of interaction with the bank?

•

Visit Branch

•

ATM

•

Phone Banking

•

Drop Box

•

Internet Banking

•

Mobile Banking

9) Please rate the following banks on the basis of your perception about

the given attributes out of 4, where 1 is the least/disappointing and 4 is the most/excellent

S.NO

ATTRIBUTES

ING Vysy

ICICI Bank

HDFC Bank

Axis Bank Page | 64

a Bank 1.

Bank charges

2.

Customer care

3.

Variety of saving bank account

4.

Behavior of the staff

5.

Working Hours

6.

Location

7.

Personalized attention

8.

Processing Speed

9.

Grievance/queries handling

Page | 65

10) Please rate the following variables which influence you when it comes to open an account on the scale of 1 to 5 where 1 is strongly disagree and 5 is strongly agree. SL NO

STATEMENTS

SRONGLY DISAGREE……… …………………… 1

1

I will prefer, if my friend recommends me to open an account in a particular bank.

2

I am very cautious about Average Quarterly Balance non-maintenance charge.

3

I am generally motivated by the television add for saving bank account.

4

I m generally bothered about the distance between my home and the Bank.

5

I prefer saving bank account as it is popular.

6

I give importance to DD and cheque facility in saving bank account.

7

I give preference to instant alert, netbanking, phone banking, and mobile banking.

8

I give importance to the third party cash deposits and withdrawal.

2

3

STRONGLY AGREE 4

Any other suggestions regarding the bank please mention:-

………………………………………………………………………………………………………… ………………………………………………………………………………………………………… …………………………………………………………………………….

Page | 66

5

Tthank you for your cooperation for devoting your valuable time and sharing the valuable information with us which will help us to complete our project successfully. Place………………… Date…………………….. Sig nature of the respondent

Page | 67