Retail Banking Final

8/11/2019 Retail Banking Final

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Datta meghe institute of management Studies

Shaista Anjum

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CONTENTS

Certificate

Declaration

Acknowledgement

List of Illustrations/Tables

Abstract

Chapter 1

1.1 Objectives, Scopes, and Limitations

1.2 Research Methodology

Chapter 2

2.1 Introduction to Banking

2.2 Introduction to Retail Banking

2.3 Introduction to Indusind Bank

2.4 Indusind Retail Services

Chapter 3

3.1 Interpretation of PIE and BAR chart.

Chapter 4

Conclusions

4.1 Conclusion/Findings

4.2 Recommendations

References


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OBJECTIVE:

The main objective of this project is to study the awareness of the satisfaction of

customers regarding the Indusind Retail Banking. During this summer internship

program period I have to achieve some thing, which is helpful for my career, and

some value addition to the Banking Company. It gives me good opportunity to

expose and creating good impression of corporate mind.

To study on the Customer Satisfaction level on retail banking.

To find out what type of problem customer are facing related to service

delivered by Indusind Bank.

To understand the operations and modalities of Retail banking.

To know the technical advancement benefits for customers.

SCOPE:

Money is the centre of world economy and Bank works as a central point for money.

Banking industry is a very growing industry and among all the private nationalized

banks, particularly Indusind is doing very well. In this time of global slowdown where

the other companies are laying off their staffs Indusind has so many vacancies all over

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

LIMITATIONS:

1. The survey was limited to Nagpur city only.

2. Target customers and respondents were too busy persons, so it was difficult to

get their time and view for specific questions.

3. Area covered for the project while doing job also was very large and it was

very difficult to correlate two different customers / respondents views in a

one. Every financial customer has his / her own need and according to the

requirements of the customer product customization was not possible.


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Research Methodology:

The Research and Methodology adopted for the present study has been systematic and

was done in accordance to the objectives set which has been detailed as below.

Research Definition

Research is a process in which the researcher wishes to find out the end result for a

given problem and thus the solution helps in future course of action.

According to Redman & Mory, research is defined as a Systemized effort to

gain new knowledge.

Research Design:

According to Claire Seltiz, a research design is the arrangement of condition and

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

with economy in procedure.

Nature of Research:

Research is basically of two types.

1. Descriptive research

2. Explorative research

1. Descriptive Research:

My research design is descriptive as descriptive research

Describe the characteristics of certain groups/ samples / populations.

Estimate proportions in specified populations.

Make specific predictions.


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Determining sources of Data:

There are two main sources of data:

1. Primary data2. Secondary data

Primary Data: are those which are collected afresh and for the first time, and thus

happened to be original in character. Methods of primary collection are as follows:

Questionnaire

Secondary Data: It consists of information that already exists somewhere and has

been collected for some specific purpose in the study. The secondary data for this

study is collected from various sources like,

Books.

Website.

Newspaper(Economic times)

Financial Magazine. ( Financial express , business world etc)

Sample Size: Total sample size is 100

Questionnaire Development:

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

gather primary data from viewers. The present questionnaire consists closed ended

type of questions.


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Sampling:

Sampling is that part of statistical practice concerned with the selection of individual

observations intended to yield some knowledge about a population of concern,

especially for the purposes of statistical inference.

In my survey, I have taken 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 known chance of being selected.

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

sampling; each unit of the population has an equal probability of inclusion in thesample. In my survey, each respondent have equal opportunity to be selected and the

data, which I collected, was from customers of INDUSIND who is engaged in retail

banking.


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ABOUT BANKING:

Origin of Banking

Banks are among the main participants of the financial system in India.

Banking offers several facilities and opportunities. Banks in India were started on the

British pattern in the beginning of the 19thcentury. The first half of the 19thcentury,

The East India Company established 3 banks The Bank of Bengal, The Bank of

Bombay and The Bank of Madras. These three banks were known as Presidency

Banks. In 1920 these three banks were amalgamated and The Imperial Bank of India

was formed. In those days, all the banks were joint stock banks and a large number of

them were small and weak.

At the time of the 2ndworld war about 1500 joint stock banks were operating

in India out of which 1400 were nonscheduled banks. Bad and dishonest management

managed quiet a quiet a few of them and there were a number of bank failures. Hence

the government had to step in and the Banking Companys Act (subsequently named

as the Banking Regulation Act) was enacted which led to the elimination of the weak

banks that were not in a position to fulfill the various requirements of the Act. In

order to strengthen their weak units and review public confidence in the banking

system, a new section 45 was enacted in the Banking Regulation Act in the year 1960,

empowering the Government of India to compulsory amalgamate weak units with the

stronger ones on the recommendation of the RBI. Today banks are broadly classified

into 2 groups namely(a) Scheduled banks. (b) Non-Scheduled banks.

Customers are broadly classified into two:

1. Personal Customers: Individuals having accounts singly or jointly (including

minors)

2. Non Personal Customers: Non individual customers like Proprietary concerns,

Partnerships, Companies, Trusts, Associations, Clubs, Societies, Institutions,

Govt. Departments, NGOs, SHG etc.


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Accounts are broadly classified into two:

Customer accounts (external accounts): Deposit accounts (Savings Bank, Current

Account etc), Loan Accounts (Demand Loan, Term Loan etc) and Contingentaccounts (Bank Guarantee etc)

Office accounts. (Internal accounts): Cash Balance accounts, fixed assets account,

Drafts account, Sundry Deposit account, Interest account etc.

Basic Deposits Account:

Savings Bank: Running account for saving with restriction in number ofwithdrawal.

Current Account: Running account without restriction on number of

withdrawals.

Term Deposit:Deposit of an amount for a fixed period where interest is paid

monthly/Quarterly.

Special Term Deposit: Deposit of an amount for a fixed period where interest

is compounded Capitalized) and paid on maturity. Recurring Deposit: Regular (Monthly) deposit of a fixed amount for a fixed

period.

Types of Loan Account:

Overdraft

Demand Loan

Term LoanCash Credit

1. Overdraft:

A Current account when permitted to overdraw (allowing withdrawal more than

deposited or without deposits) becomes an overdraft account.

Can be operated by cheque, ATM, INB

A type of advance of temporary nature/ to valued clients sometimes against Term

Deposit, NSC etc.


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A running account where further withdrawals (debits) can be permitted as and

when deposits (credits) come.

2.Demand Loan: Basically an advance payable on demand.

Payment in installments also generally allowed.

Given against Bank deposits, NSCs, Insurance policies

Gold loans and Pension Loans are given as Demand loans

Only one Debit allowed for disbursement. Cannot be operated by cheque &

ATM.

3. Term Loan:

Loan payable as per pre-determined installments over a fixed term.

Extended for acquisition of assets like house, car, land, building, Plant &

Machinery etc.

Installments are to be paid out of the income of the person in case of Personal

Segment loans

Installments are to be paid out of the income of the activity financed in case of

non-personal segment loans.

4. Cash Credit:

An advance facility for financing the working capital needs of commercial

activities.

A running account on the lines of Overdraft.

An account where all the receipts and payments of the activity on account of

day-to-day operations are expected to be reflected.

Extended against the stocks and receivables of the unit. (Stocks: raw

materials, semi finished goods, finished goods etc, Receivable means money

to be received towards sales).


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5. Security and Margin:

The physical or financial asset for / against which the advance is made is

referred as security. A car is a security for which a car loan is given.

Assets acquired out of bank finance are called primary security. Any

additional security offered by the borrower is called collateral. However, in

CBS parlance all securities are referred as collaterals.

The amount contributed by the borrower to the project cost / the percentage

value of the assets owned by him is referred as margin.

6. Charge:

An asset offered to the creditor (who lends the money) becomes a security

only if a legally enforceable interest is created in his favor. This process is

called the creation of Charge.

Lien, Pledge, Hypothecation and Mortgage are different types of charges

applicable to different types of securities.

7. Transaction:

There are three types of transactions:

Cash: Where receipt payment of physical cash is involved.

Transfer: Where funds are transferred from one account to another account without.

Clearing: Transfer transactions where funds are exchanged with other banks through

clearing.


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SCOPE FOR RETAIL BANKING IN INDIA:

All round increase in economic activity

Increase in the purchasing power. The rural areas have the large purchasing

power at their disposal and this is an opportunity to market Retail Banking.

India has 200 million households and 400 million middleclass population more

than 90% of the savings come from the house hold sector. Falling interest rates

have resulted in a shift. Now People Want To Save Less And Spend More.

Nuclear family concept is gaining much importance which may lead to large

savings, large number of banking services to be provided are day-by-day

increasing.

Tax benefits are available for example in case of housing loans the borrower can

avail tax benefits for the loan repayment and the interest charged for the loan.

Drivers of Retail Growth:

CHANGING CONSUMER DEMOGRAPHICS

Growing disposable incomes

Youngest population in the world

Increasing literacy levels

Higher adaptability to technology

Growing consumerism

Fiscal incentives for home loans

Changing mindsets-willingness to borrow/lend

Desire to improve lifestyles

Banks vying for higher market share


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Future of Retail Banking:

The accelerated retail growth has been on a historically low base.

Penetration continues to be significantly low compared to global bench marks. Share of retail credit expected to grow from 22% to 36%.

Retail credit expected to grow to Rs.575, 000crs by 2010 at an annual growth

rate of 25%.

Dramatic changes expected in the credit portfolio of Banks in the next 5 years.

Housing will continue to be the biggest growth segment, followed by Auto

loans.

Banks need to expand and diversify by focussing on non urban segment as

well as varied income and demographic groups.

Rural areas offer tremendous potential too which needs to be exploited.

Challenges:

Sustaining Customer loyalty.

NPA reduction & Fraud prevention.

Avoiding Debt Trap for customers.

Bringing rural masses into mainstream banking.

Major Players in Retail Banking:

This section covers the key facts about the major players (including Public, Private,

and Foreign sector) in the Indian Banking Industry, including

1)Bank of Baroda, 2)State Bank of India,

3)Canara Bank, 4)Punjab National Bank

5)HDFC Bank, 6)ICICI Bank,

7)Kotak Mahindra Bank, 8)Standard Chartered Bank,

9)Citibank, 10)HSBC Bank,

11)ABN AMRO Bank 12)Indusind Bank


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Introduction Indusind Bank India:

Genesis

IndusInd Bank derives its name and inspiration from the Indus Valley civilisation -a

culture described by National Geographic as 'one of the greatest of the ancient world'

combining a spirit of innovation with sound business and trade practices.

Mr. Srichand P. Hinduja, a leading Non-Resident Indian businessman and head of the

Hinduja Group, conceived the vision of IndusInd Bank -the first of the new-

generation private banks in India -and through collective contributions from the NRI

community towards India's economic and social development, brought our Bank into

being.

The Bank, formally inaugurated in April 1994 by Dr. Manmohan Singh, Honourable

Prime Minister of India who was then the countrys Finance Minister, started with a

capital base of Rs.1,000 million (USD 32 million at the prevailing exchange rate), of

which Rs.600 million was raised through private placement from Indian Residents

while the balance Rs.400 million (USD 13 million) was contributed by Non-ResidentIndians.

A New Era:

IndusInd Bank, which commenced its operations in 1994, caters to the needs of both

consumer and corporate customers. It has a robust technology platform supporting

multi-channel delivery capabilities.

The Bank believes in driving its business through technology. It has multi-lateral tie-ups with other banks providing access to their ATMs for its customers. It enjoys

clearing bank status for both major stock exchanges - BSE and NSE - and three major

commodity exchanges in the country - MCX, NCDEX, and NMCE. It also offers DP

facilities for stock and commodity segments. The Bank has been bestowed with the

mandate of being a Settlement Banker for six tea auction centres.

In a pioneering initiative in 'Green Banking' project, the Bank opened its first solar-

power ATM in Maharashtra.


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History of Indusind Bank since 1994 till now:

The bank was incorporated on January and obtained Certificate of

Commencement of Business in February 1994.

The bank proposed to set up an investment bank as a subsidiary of the bank

for concentrating on various faces of investment banking.

All operating outlets have direct access to Nostro Accounts through

sophisticated computerized system SWIFT.

1200, 00,000 No. of Equity shares issued in 1995.

The Bank has a state-of-the-art dealing room at Nariman Point,Mumbai.

9 branches were added to the network and the number of branches doubled to

18 in 1996.

The Company has successfully launched the 'anywhere banking conceptand

bank's customers can look at it as 'one Bank' in 1997.

IndusInd Bank has launched Fast Forex to wipe out delays in sending and

receiving funds to and from foreign centres in 1997.

IndusIndBank Ltd has launched its Banking on the Net service on March 24

and launch its sitewww.indusind.co.in1998.

The Bank has entered into an agreement with National Securities Clearing

Corporation Ltd. of National Stock Exchange (NSE) whereby the Bank will

act as official banker to NSE in 1999.

IndusInd Bank Limited has launched its exclusive international remittance

system-FAST (Fully Automated Straight Through) Forex.

The Bank has launched its global credit card, to be issued in association with

the Hong Kong and Shanghai Banking Corporation Ltd.under the MasterCard

franchise in 2000.

IndusInd Bank has launched an e-broking platform, eTrading, Kothari Pioneer

Mutual Fund and IndusInd Bank have joined hands to enter into an alliance in

2000.
http://www.indusind.co.in/http://www.indusind.co.in/http://www.indusind.co.in/http://www.indusind.co.in/


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IndusInd Bank Ltd has informed that the Board of Directors have appointed

Mr S Venkitramanan as Additional Director and Non-executive Chairman

subject to approval of Reserve Bank of India. In 2002

Bank secures ISO 9001:2000 certification for all its branches in the 10th year

of its operations in 2003.

IndusInd Bank on April 30 launched Indus AIM (anywhere instant money) for

inter-bank real time gross settlement (RTGS) transactions.in 2004.

IndusInd Bank Ltd has accepted the resignation of Mr. Gopal Lohiya,

Company Secretary of the Bank with effect from July 5, 2004, Nagarajan

selected as IndusInd Joint MD

Indusind Bank Ltd has announced that Doha Bank, Qatar and the Bank, India

announced their strategic alliance in Doha in 2006.

On January 16, 2007 Aviva Life Insurance and Indusind Bank Ltd has

announced their tie-up as Bancassurance partners in 2007.

Cholamandalam MS enters into a strategic partnership with IndusInd

Bank in 2007.

IndusInd Bank inaugurates its first Solar-powered ATM in Mumbai in 2009.

Indusind Bank Today :

Highlights Q4 FY 2011

Net Interest Income up by 42.26%

Core Fee Income up by 46.91%

Net NPA lowers to 0.28%

Return on Assets rises to 1.55%


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INDUSIND RETAIL BANKING SERVICES:

1. BRANCHES &ATM

Within a few years of its foundation, IndusInd Bank started climbing the

ladder of success and became one of the fastest-growing banks in the Indian

banking sector.

By 2006, it had expanded its branch network, from 61 in 2004, to 137.

Apart from setting up 150 ATM centers of its own, the bank also concluded

multilateral arrangements with other banks, taking the total number of

authorized ATM outlets to 15,000.

All the branches as well as ATMs of IndusInd Bank are connected to its

central database, via a satellite that operates on the latest version of IBMs

AS400-720 hardware & Midas Kapiti (now Misys)software.

2. Businesses

IndusInd Bank operates in a diverse range of businesses, which include

Corporate Banking, Retail Banking, Treasury and Foreign Exchange,

Investment Banking, Capital Markets, Non-Resident Indian (NRI) / High

Networth Individual (HNI) Banking and Information Technology (through a

subsidiary).

It also claims the distinction of being the first bank in India that received ISO

9001:2000 certification for its Corporate Office and its entire network of

branches.


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(C) Indus Privilege Savings Account

Features & Benefits:

IndusInd Bank presents a Savings Bank account which offers a host of features andbenefits for customer and their family.

Free Indus Young Saver Account

Debit Card

Internet Banking

Multicity Cheque Book

Standing Instructions

Statements & Nomination

No Need to Carry Cash Anymore

(D)Indus Young Saver

Features & Benefits

Customer can open the account with a minimum deposit of Rs.11/- only. This

account can be opened as a free add-on account with a regular IndusInd Savings

account. This account is an ideal combination of a Savings Bank Account and FlexiRecurring Deposit.


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Premature Closure:Allowed

(B)Young Saver Deposit


IndusInd Bank inculcates savings habit among children with high return on their

savings by linking Savings Bank Account with Flexi Recurring Deposit. Account is

being opened and operated by the guardian for the minor.

Opening Balance:Rs. 11/-

Interest Rate: As applicable to Term deposits in the case of Recurring Deposit

TDS in Interest: Recurring Deposits are exempted from TDS

Deposit Tenor: 6 months to 120 months

Nomination facility:Available


(C) Senior Citizen Scheme


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TDS in Interest:No TDS as per current regulations


Nomination facility:Available


(F)Flexi Recurring Deposit


Features: Recurring Deposits are treated as unit of Rs. 100/-

Opening Balance: Rs.1000/-

Interest Rate: As applicable for term deposits including the benefits of Senior

Citizens

TDS in Interest:No TDS as per current regulations


Nomination facility: Available

Premature Closure: Allowed


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Loan against property (Residential property)

Balance takeover from banks/HFC

(B)Small Business Loan

For any business to succeed, the availability of funds throughout its life cycle is of

paramount importance. Bank offer a wide range of services to meet all the banking

requirements of small and medium enterprises. The limits are fixed keeping in view

the enterprise's need for funds against the value of the security, margin available and

credit worthiness of the borrower's enterprise.

(c)Car Loan


Quick & Easy processing: Very simple & Hassle-free documentation.

Transparency: No hidden charges.

Flexible repayment option: 12 to 60 month scheme with structuring based on

customer need.

Fast track Loan: processing within 48 hours.

Attractive interest rates.

Special scheme & rates for IndusInd bank account hold.


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Proposition

IndusInd Bank offers its customers a unique 3-in-1 proposition for e-trading in Indian

capital markets.

How it works:

Indusind 3-in-1 platform seamlessly integrates customer Savings, Demate & Trading

accounts. As a part of 3-in-1 offering customer will be provided trading functionality

& access to world class advisory/research by their broking partner(s). Customer

savings and trading accounts will be automatically integrated with customer trading

account and enabling customer to trade hassle free.

(B) Bonds

GOI Savings Bonds

Capital Gain Bonds

(C) Mutual Funds

In a mutual fund many investors contribute to form a common pool of money. A

mutual fund uses this money that is collected from investors, to buy those assets

which are specifically permitted by its stated investment objective.


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Benefit:

Portfolio Diversification

Professional Management Skills

Economies of Scale

Liquidity, Convenience and Flexibility

Affordability

Tax Benefit

(D) Suvarna Mudra


Attractively priced gold coins (5gm and 10gm) and ingot (50 gm)

Magnificently designed product, presented in Tamperproof Assay Certified

Certicard

Highest purity99.99%

Available at 165 branches across the country

Can be purchased by cash (up to Rs. 50,000), debit to account (IndusInd

customers) or against Pay order /Demand Draft. In case of DD/PO, delivery will

be affected only after receipt of clear funds.

Can be purchased by non-customers too.

Discount available for bulk purchases


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1. Building

2. Contents

3. Jewelers & Valuables

4. Plate Glass

5. Domestic Appliances

6. Domestic Electronic Equipment

7. Cancellation of Vacation

8. Baggage

9. Personal Accident

(D)Travel Insurance

Holidays, vacations, visiting friends & family, a quick trip on work the Chola MS

Short term Travel policy will help you travel peacefully & safely.

3 cover options to suit all your travel needs

o Silver Covera simple, cost-effective plan

o Gold Covera comprehensive, value plan

o Platinum Covera high-end plan

(E)Life Insurance


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Interpretation:

Out of 100 customers 42 peoples said good, 30 people said excellent and rest 28

people said average about the processing procedure.

TABLE-VI

The given Pie chart shows the co-operation of the bank employees in processing and

helping in documentation:

30

42

28

ExcellentGood

Average


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Interpretation:

Out of 100 customers 55 peoples said good, 21 said excellent and 24 peoples said

average about co-operation of employees in processing and documentation.

21%

55%

24%

Excellent

Good

Average


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Documents

Retail Banking Final