64577773 Final Project Retail Banking

8/18/2019 64577773 Final Project Retail Banking

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CONTENTS

Chapter 1

1.1 Objectives, Scopes, and Limitations

1.2 Research Methodology

Chapter 2

2.1 Introduction to an!ing

2.2 Introduction to Retail an!ing

2." Introduction to Indusind an!

2.# Indusind Retail Services

Chapter 4

$onclusions

#.1 $onclusion%&indings

#.2 Recommendations

Re'erences


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OBJECTIVE:

(he main objective o' this project is to study the a)areness o' the satis'action o'

customers regarding the Indusind Retail an!ing. *uring this summer internship

program period I have to achieve some thing, )hich is help'ul 'or my career, and

some value addition to the an!ing $ompany. It gives me good opportunity to

e+pose and creating good impression o' corporate mind.

(o study on the $ustomer Satis'action level on retail ban!ing.

(o 'ind out )hat type o' problem customer are 'acing related to service

delivered by Indusind an!.

(o understand the operations and modalities o' Retail ban!ing.

(o !no) the technical advancement bene'its 'or customers.

SCOPE:

Money is the centre o' )orld economy and an! )or!s as a central point 'or money.

an!ing industry is a very gro)ing industry and among all the private nationalied

ban!s, particularly Indusind is doing very )ell. In this time o' global slo)do)n )here

the other companies are laying o'' their sta''s Indusind has so many vacancies all over

India. So there is a huge potential 'or getting jobs in Indusind.

LIMITATIONS:


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1. (he survey )as limited to -agpur city only.

2. (arget customers and respondents )ere too busy persons, so it )as di''icult to

get their time and vie) 'or speci'ic uestions.

". /rea covered 'or the project )hile doing job also )as very large and it )as

very di''icult to correlate t)o di''erent customers % respondents0 vie)s in a

one. very 'inancial customer has his % her o)n need and according to the

reuirements o' the customer product customiation )as not possible.


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Research Methodolo!:

(he Research and Methodology adopted 'or the present study has been systematic and

)as done in accordance to the objectives set )hich has been detailed as belo).

Research "e#$%$t$o%

Research is a process in )hich the researcher )ishes to 'ind out the end result 'or a

given problem and thus the solution helps in 'uture course o' action.

/ccording to Redman Mory, research is de'ined as a 3Systemied e''ort to

gain ne) !no)ledge4.

Research "es$%:

/ccording to 3$laire Selti4, a research design is the arrangement o' condition and

analysis o' data in manner that aims to combine relevance to the research purpose

)ith economy in procedure.

Nat&re o# Research:

Research is basically o' t)o types.

1. *escriptive research

2. +plorative research


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+&est$o%%a$re "e(elop)e%t:

9uestionnaire is the most common instrument in collecting primary data. In order to

gather primary data 'rom vie)ers. (he present uestionnaire consists closed ended

type o' uestions.

Sa)pl$%:

Sampling is that part o' statistical practice concerned )ith the selection o' individual

observations intended to yield some !no)ledge about a population o' concern,

especially 'or the purposes o' statistical in'erence.

In my survey, I have ta!en convenience sampling. My sampling is probability

sampling as probability sampling that has been selected using simple random

selection each unit in the population has a !no)n chance o' being selected.

Moreover, my sampling techniue is simple random techniue as in simple Random

sampling= each unit o' the population has an eual probability o' inclusion in the

sample. In my survey, each respondent have eual opportunity to be selected and the

data, )hich I collected, )as 'rom customers o' I-*>SI-* )ho is engaged in retail

ban!ing.


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/O>( /-?I-@7

Origin o' an!ing

an!s are among the main participants o' the 'inancial system in India.

an!ing o''ers several 'acilities and opportunities. an!s in India )ere started on the

ritish pattern in the beginning o' the 1Athcentury. (he 'irst hal' o' the 1Athcentury,

(he ast India $ompany established " ban!s (he an! o' engal, (he an! o'

ombay and (he an! o' Madras. (hese three ban!s )ere !no)n as 8residencyan!s. In 1A2B these three ban!s )ere amalgamated and (he Imperial an! o' India

)as 'ormed. In those days, all the ban!s )ere joint stoc! ban!s and a large number o'

them )ere small and )ea!.

/t the time o' the 2nd)orld )ar about 1CBB joint stoc! ban!s )ere operating

in India out o' )hich 1#BB )ere nonscheduled ban!s. ad and dishonest management

managed uiet a uiet a 'e) o' them and there )ere a number o' ban! 'ailures. Dence

the government had to step in and the an!ing $ompany0s /ct ;subseuently named

as the an!ing Regulation /ct< )as enacted )hich led to the elimination o' the )ea!

ban!s that )ere not in a position to 'ul'ill the various reuirements o' the /ct. In order

to strengthen their )ea! units and revie) public con'idence in the ban!ing system, a

ne) section #C )as enacted in the an!ing Regulation /ct in the year 1AEB,

empo)ering the @overnment o' India to compulsory amalgamate )ea! units )ith the

stronger ones on the recommendation o' the RI. (oday ban!s are broadly classi'ied

into 2 groups namelyF ;a< Scheduled ban!s. ;b< -onGScheduled ban!s.

C&sto)ers are ,roadl! class$#$ed $%to t-o:


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1. 8ersonal $ustomers7 Individuals having accounts singly or jointly ;including

minors<

2. -on 8ersonal $ustomers7 -on individual customers li!e 8roprietary concerns,

8artnerships, $ompanies, (rusts, /ssociations, $lubs, Societies, Institutions,

@ovt. *epartments, -@Os, SD@ etc.

Acco&%ts are ,roadl! class$#$ed $%to t-o:

$ustomer accounts ;e+ternal accounts


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/ running account on the lines o' Overdra't.

/n account )here all the receipts and payments o' the activity on account o'

dayGtoGday operations are e+pected to be re'lected.

+tended against the stoc!s and receivables o' the unit. ;Stoc!s7 ra)materials, semi 'inished goods, 'inished goods etc, Receivable means money

to be received to)ards sales


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I-(RO*>$(IO- /O>( R(/IL /-?I-@ 7

Retail ban!ing is, ho)ever, uite broad in nature G it re'ers to the dealing o'

commercial ban!s )ith individual customers, both on liabilities and assets sides o' the balance sheet. &i+ed, current % savings accounts on the liabilities side= and mortgages,

loans ;e.g., personal, housing, auto, and educational< on the assets side, are the more

important o' the products o''ered by ban!s. Related ancillary services include credit

cards, or depository services.

(he issue o' retail ban!ing is e+tremely important and topical. /cross the

globe, retail lending has been a spectacular innovation in the commercial ban!ing

sector in recent years. (he gro)th o' retail lending, especially, in emerging

economies, is attributable to the rapid advances in in'ormation technology, the

evolving macroeconomic environment, 'inancial mar!et re'orm, and several microG

level demand and supply side 'actors.

India too e+perienced a surge in retail ban!ing. (here are various pointers

to)ards this. Retail loan is estimated to have accounted 'or nearly oneG'i'th o' all

ban! credit. Dousing sector is e+periencing a boom in its credit. (he retail loan

mar!et has decisively got trans'ormed 'rom a sellers0 mar!et to a buyers0 mar!et. /ll

these emphasie the momentum that retail ban!ing is e+periencing in the Indian

economy in recent years.

Retail ban!ing re'ers to provision o' ban!ing services to individuals and small

business )here the 'inancial institutions are dealing )ith large number o' lo) value

transactions. (his is in contrast to )holesale ban!ing )here the customers are large,

o'ten multinational companies, governments and government enterprise, and the

'inancial institution deal in small numbers o' high value transactions.

(he concept is not ne) to ban!s but is no) vie)ed as an important and

attractive mar!et segment that o''ers opportunities 'or gro)th and pro'its. (oday0s

retail ban!ing sector is characteried by three basic characteristics7

Multiple products ;deposits, credit cards, insurance, investments and

securities<

Multiple channels o' distribution ;call center, branch, and internet<

Multiple customer groups ;consumer, small business, and corporate


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SCOPE 3OR RETAIL BANIN5 IN IN"IA:

/ll round increase in economic activity

Increase in the purchasing po)er. (he rural areas have the large purchasing

po)er at their disposal and this is an opportunity to mar!et Retail an!ing.

India has 2BB million households and #BB million middleclass population more

than ABH o' the savings come 'rom the house hold sector. &alling interest rates

have resulted in a shi't. 3-o) 8eople :ant (o Save Less /nd Spend More.4

-uclear 'amily concept is gaining much importance )hich may lead to large

savings, large number o' ban!ing services to be provided are dayGbyGday

increasing.

(a+ bene'its are available 'or e+ample in case o' housing loans the borro)er can

avail ta+ bene'its 'or the loan repayment and the interest charged 'or the loan.

"r$(ers o# Reta$l 5ro-th:

$D/-@I-@ $O-S>MR *MO@R/8DI$S

@ro)ing disposable incomes

oungest population in the )orld

Increasing literacy levels

Digher adaptability to technology

@ro)ing consumerism

&iscal incentives 'or home loans

$hanging mindsetsG)illingness to borro)%lend

*esire to improve li'estyles

an!s vying 'or higher mar!et share

3&t&re o# Reta$l Ba%.$%:


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(he accelerated retail gro)th has been on a historically lo) base.

8enetration continues to be signi'icantly lo) compared to global bench mar!s.

Share o' retail credit e+pected to gro) 'rom 22H to "EH.

Retail credit e+pected to gro) to Rs.CJC, BBBcrs by 2B1B at an annual gro)th

rate o' 2CH.

*ramatic changes e+pected in the credit port'olio o' an!s in the ne+t C years.

Dousing )ill continue to be the biggest gro)th segment, 'ollo)ed by /uto

loans.

an!s need to e+pand and diversi'y by 'ocussing on non urban segment as

)ell as varied income and demographic groups.

Rural areas o''er tremendous potential too )hich needs to be e+ploited.

Challe%es:

Sustaining $ustomer loyalty.

-8/ reduction &raud prevention.

/voiding *ebt (rap 'or customers.

ringing rural masses into mainstream ban!ing.

Ma6or Pla!ers $% Reta$l Ba%.$%:

(his section covers the !ey 'acts about the major players ;including 8ublic, 8rivate,

and &oreign sector< in the Indian an!ing Industry, including

1


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• (he ban! )as incorporated on anuary and obtained $erti'icate o'

$ommencement o' usiness in &ebruary 1AA#.

• (he ban! proposed to set up an investment ban! as a subsidiary o' the ban!

'or concentrating on various 'aces o' investment ban!ing.

• /ll operating outlets have direct access to -ostro /ccounts through

sophisticated computeried system S:I&(.

• 12BB, BB,BBB -o. o' uity shares issued in 1AAC.

• (he an! has a stateGo'GtheGart dealing room at -ariman 8oint,Mumbai.

• A branches )ere added to the net)or! and the number o' branches doubled to

1K in 1AAE.

• (he $ompany has success'ully launched the any)here ban!ing0 concept and

ban!s customers can loo! at it as one an! in 1AAJ.

• IndusInd an! has launched &ast &ore+ to )ipe out delays in sending and

receiving 'unds to and 'rom 'oreign centres in 1AAJ.

• IndusInd an! Ltd has launched its an!ing on the -et service on March 2#

and launch its site ))).indusind.co.in 1AAK.

• (he an! has entered into an agreement )ith -ational Securities $learing

$orporation Ltd. o' -ational Stoc! +change ;-S< )hereby the an! )ill

act as o''icial ban!er to -S in 1AAA.

IndusInd an! Limited has launched its e+clusive international remittance

systemG&/S( ;&ully /utomated Straight (hrough< &ore+.

(he an! has launched its global credit card, to be issued in association )ith

the Dong ?ong and Shanghai an!ing $orporation Ltd.under the Master$ard

'ranchise in 2BBB.

IndusInd an! has launched an eGbro!ing plat'orm, e(rading, ?othari 8ioneer

Mutual &und and IndusInd an! have joined hands to enter into an alliance in

2BBB.

• IndusInd an! Ltd has in'ormed that the oard o' *irectors have appointed

Mr S Nen!itramanan as /dditional *irector and -onGe+ecutive $hairman

subject to approval o' Reserve an! o' India. In 2BB2

• an! secures ISO ABB172BBB certi'ication 'or all its branches in the 1Bth year

o' its operations in 2BB".

http://www.indusind.co.in/http://www.indusind.co.in/


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• IndusInd an! on /pril "B launched Indus /IM ;any)here instant money< 'or

interGban! real time gross settlement ;R(@S< transactions.in 2BB#.

• IndusInd an! Ltd has accepted the resignation o' Mr. @opal Lohiya,

• $ompany Secretary o' the an! )ith e''ect 'rom uly C, 2BB#, -agarajan

selected as IndusInd oint M*

• Indusind an! Ltd has announced that *oha an!, 9atar and the an!, India

announced their strategic alliance in *oha in 2BBE.

• On anuary 1E, 2BBJ /viva Li'e Insurance and Indusind an! Ltd has

announced their tieGup as ancassurance partners in 2BBJ.

• $holamandalam MS enters into a strategic partnership )ith IndusIndan! in 2BBJ.

• IndusInd an! inaugurates its 'irst SolarGpo)ered /(M in Mumbai in 2BBA.

IN"9SIN" RETAIL BANIN5 SERVICES:

1' BRANC7ES ATM

• :ithin a 'e) years o' its 'oundation, IndusInd an! started climbing the

ladder o' success and became one o' the 'astestGgro)ing ban!s in the Indian

ban!ing sector.


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• y 2BBE, it had e+panded its branch net)or!, 'rom E1 in 2BB#, to 1"J.

• /part 'rom setting up 1CB /(M centers o' its o)n, the ban! also concluded

multilateral arrangements )ith other ban!s, ta!ing the total number o'

authoried /(M outlets to 1C,BBB.

• /ll the branches as )ell as /(Ms o' IndusInd an! are connected to its central

database, via a satellite that operates on the latest version o' IM0s /S#BBGJ2B

hard)are Midas ?apiti ;no) Misys


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• nlisting the help o' ?8M@, IndusInd an! has adopted an enterpriseG)ide

ris! management system, including global best practices in the area o' Ris!

Management.

The other prod&cts a%d ser($ces o##ered ,! the ,a%. $%cl&de:

PERSONAL BANIN5

1' Acco&%ts

IndusInd an! understands the need 'or customied ban!ing solutions )hichhelp manage customer 'inances better by saving their time and money.

/ )ide range o' accounts cater to the varying needs at every stage o'

customer0s li'e, and ma!e ban!ing e''ortless.

;A< I%d&s Class$c Sa($%s Acco&%t

3eat&res Be%e#$ts:

IndusInd an! presents a Savings an! account )ith a host o' 'acilities to ma!e

ban!ing more convenient7

• *ebit $ard

• an!ing at your convenience

• Internet an!ing

• $heue oo!

• Statements -omination

• -o need to carry cash anymore

;B< I%d&s Eas! Sa($%s Acco&%t


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3eat&res Be%e#$ts:

$ustomer gets all ban!ing 'acilities at ero minimum balance and Simpli'ied

documentation

• Simpli'ied 8rocesses

• /(M $ard

• an!ing as per your convenience

• Internet an!ing

• $heue oo!

• Statements -omination

;C< I%d&s Pr$($lee Sa($%s Acco&%t

3eat&res Be%e#$ts:

IndusInd an! presents a Savings an! account )hich o''ers a host o' 'eatures and

bene'its 'or customer and their 'amily.

&ree Indus oung Saver /ccount

*ebit $ard

Internet an!ing

Multicity $heue oo!

Standing Instructions

Statements -omination

-o -eed to $arry $ash /nymore


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;"< I%d&s =o&% Sa(er

3eat&res Be%e#$ts

$ustomer can open the account )ith a minimum deposit o' Rs.11%G only. (his

account can be opened as a 'ree addGon account )ith a regular IndusInd Savings

account. (his account is an ideal combination o' a Savings an! /ccount and &le+i

Recurring *eposit.

&le+i Recurring *eposit

Standing Instruction

(*S not applicable

;E< I%d&s Ma>$)a Sa($%s Acco&%t

&eatures ene'its7

an! )elcomes customer to e+plore the )orld o' Ma+imum bene'its, convenience

and re)ards )ith Indus Ma+ima.

List o' +clusivesG

Ma+imum 8latinum NIS/ *ebit $ard

2 &ree /ddGon /ccounts

Dost o' 'ree services bene'its

/ny)here an!ing

Relationship an!ing

"EPOSITS:

$ustomer has )or!ed hard to earn their money. -o), ban! let their money )or! hard

to earn 'or them )ith IndusInd an! &i+ed *eposits.


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(he -&I(S o' 'i+ing your deposits )ith IndusInd an!

a. &le+ible range o' tenures to suit customer investment plans

b. $hoice o' various &i+ed *eposit schemes

c. Interest payable monthly, uarterly, hal' yearly, annually or at maturity as per

customer convenience

d. Interest is payable by cheue or by credit to customer Savings % $urrent account

e. $ompetitive interest rates

'. -omination 'acility available

g. 8artial )ithdra)als permitted

h. /uto Rene)al 'acility

i. Special rates 'or Senior $itiens

j. Recurring *eposit )hich encourages savings.

;A


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• $urrent /ccountG /s per the account type held, re'er to speci'ic

$urrent /ccount product 'eature

I%terest Rate: /s applicable to (erm deposits including Senior $itien bene'its

T"S $% I%terest: /pplicable to the (erm deposits

"epos$t Te%or: "B days to 2# months

No)$%at$o% #ac$l$t!: /vailable

Pre)at&re Clos&re: /llo)ed

;B


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Special rate is applicable to Senior citien those )ho have completed EB years o' age.

In case o' joint deposits, the 'irst name should be o' the Senior citien.

*eposits under Senior citien should not be used as security 'or commercial purposes

M$%$)&) "epos$t a)o&%t: Rs.2CBBB%G -o ma+imum

I%terest Rate: P B.CBH than the actual rate 'or @eneral 8ublic

T"S $% I%terest: /pplicable

"epos$t Te%or: J days to 12B months

No)$%at$o% #ac$l$t!: /vailable

Pre)at&re Clos&re: /llo)ed

;"


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3eat&res Be%e#$ts

• /ttractive Interest Rates

• asy *ocumentation• &ast 8rocessing

• (ransparent *ealings

• *oor step service

Dousing loan is e+tended 'or the purpose o'

• 8urchase o' land and construction o' a residential property

• 8urchase o' -e) &lat % Douse

•

8urchase o' old house % 'lat along )ith undivided share o' land• +tension% modi'ication o' e+isting house % 'lat

• Loan against property ;Residential property<

• alance ta!eover 'rom ban!s%D&$

;B


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3eat&res Be%e#$ts:

• asy 8ayment option

• *irect debit 'rom Indusind Savings% $urrent /ccount or 8ost dated

cheues

;E


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• uity Shares o' the $ompanies on the approved list o' the an! held

in demat 'orm.

Mar$%

• #BH o' the value o' shares 'or approved Stoc!s only.

Val&e o# Shares

• $urrent Mar!et 8rice

Per$od o# Loa%

• &or 12 months. May be rene)ed on reuest, at an!s discretion

4' "e,$t Cards

IndusInd an! brings customer a suite o' premium and utility debit cards )ith best in

class 'eatures and bene'its )hich ma!e ban!ing and spending a pleasure. :hat0s

more, customer get re)ards and redemption options li!e never be'oreQ

ATM NETOR

India 7

• Over EBBP /(Ms o' IndusInd ban! in India

• Over EB,BBB NIS/ % 8L>S /(Ms in India

International7

• Over 1 million NIS/ % 8L>S /(Ms across the globe

;A< I%ter%at$o%al Class$c VISA "e,$t Card


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3eat&res Be%e#$ts:

asy /ccess

3-o -eed to $arry $ash /nymore4

Indus Money

Secure Online Shopping

$omplimentary $ard Insurance

"a$l! Tra%sact$o% L$)$ts:

(he daily limits per card are as 'ollo)s7

&or /(Ms7 Rs. 2C,BBB

&or Shopping 8urchases ;Online % /t Merchant stablishments


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$omplimentary $ard Insurance

"a$l! Tra%sact$o% L$)$ts:

(he daily limits per card are as 'ollo)s7

&or /(Ms7 Rs. CB,BBB

&or Shopping 8urchases ;Online % /t Merchant stablishments


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/ uniue loyalty program 'or customers, )hich re)ards customer 'or all types o'

spends using your IndusInd International *ebit card customer can use any o' ban!

*irect an!ing $hannels vi. /(Ms and Internet an!ing, or can s)ipe their card at

a merchant outlet, to avail o' the bene'its under this program. /nd i' someone )ho

pre'ers cash 'or shopping and miscellaneous payments, hell not 'eel le't out either, as

ban! re)ard customer 'or /(M )ithdra)als as )ellQ

;E


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;B< Bo%ds

• @OI Savings onds

• $apital @ain onds

;C< M&t&al 3&%ds

In a mutual 'und many investors contribute to 'orm a common pool o' money. /

mutual 'und uses this money that is collected 'rom investors, to buy those assets

)hich are speci'ically permitted by its stated investment objective.

Be%e#$t:

8ort'olio *iversi'ication

8ro'essional Management S!ills

conomies o' Scale

Liuidity, $onvenience and &le+ibility

/''ordabilit

;"< S&(ar%a M&dra

3eat&res Be%e#$ts:


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• /ttractively priced gold coins ;Cgm and 1Bgm< and ingot ;CB gm<

• Magni'icently designed product, presented in (amperproo' /ssay

$erti'ied $erticard

• Dighest purity 5 AA.AAH

• /vailable at 1EC branches across the country

• $an be purchased by cash ;up to Rs. CB,BBB


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• 8reGDospitaliation

• Dospitaliation

• 8ostGDospitaliation

• *ay $are 8rocedure

• Local /mbulance Service

(B) Motor Insurance

3eat&res Be%e#$ts :

$holamandalam Motor Insurance policy protects $>S vehicle 'rom losses or damages

that can occur due to7

• &ire, e+plosion, sel'Gignition, lightning

• urglary, house brea!ing, the't

• Riot stri!e

• arthua!e ;'ire shoc! damage<

• &lood, (yphoon, Durricane Storms, (empest

• Inundation, $yclone, Dailstorm, &rost

• /ccidental e+ternal means

• Malicious act

• (errorist activity

• Landslide, Roc!slide

•

:hilst in transit by road, rail, inland )ater)ay, li't, elevator or air


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;C< 7o)e I%s&ra%ce

3eat&res Be%e#$ts7

1. uilding

2. $ontents

". e)elers Naluables

#. 8late @lass

C. *omestic /ppliances

E. *omestic lectronic uipment

J. $ancellation o' Nacation

K. aggage

A. 8ersonal /ccident

;"


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3eat&res Be%e#$ts:

• :ith a strong sales 'orce o' over "B,BBB &inancial 8lanning /dvisers

;&8/s


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CONCL9SION:

Indusind is providing good services to the clients during sanctioning the loan

and other retail product.

(hey cooperate )ith the clients to given ma+imum bene'its.

*i''erent ban!s o''er same product but services only aspect, )hich

di''erentiate ban!s products.

Services through corporate ban!ing, personal ban!ing Indusind reaches among

the ma+imum number o' customers among private ban!s among the country

and More than average number o' customers )ere 'ound satis'ied by the

o''ered services o' I-*>SI-*.

3IN"IN5S:

$ustomers )ere satis'ied 'rom the uic! response and good customer

relationship.

$ustomer 'ound employees o' I-*>SI-* very help'ul and cooperative.


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$ustomer are more in'luenced 'or ta!ing loan and other retail product 'rom

Indusind because o' trust, customers have on an!.

$ustomer 'ound the procedure o' availing retail product is simple and hassle

'ree.

RECOMMEN"ATION:

(heir should be a separate section to deal )ith the customer ueries and other

responses.

:hen a customer comes to !no) about the product one should say more about

its value and bene'its.

Re'erences7

• ))).indusind.com

• an!ing La) and 8ractices ;S.-.Mahes)ari<

• (he conomic (imes
http://www.indusind.com/http://www.indusind.com/

Documents

64577773 Final Project Retail Banking