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Chapter 1
Introduction of Banking system in INDIA
Banking system of a nation is the shadow of nations economy. A healthy and profitable banking
system is just like the backbone of nations 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 use of E-Banking and the increased participation of private sector banks.
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 1948, the Reserve Bank of India, India's central banking authority, was nationalized, and
it became an institution owned by the Government of India.
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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
Liberalization in INDIAN BANKING SYSTEM
In the early 1990s, the government embarked on a policy of liberalization, licensing a small
number of private banks. Some of the private sector banks are ING VYSYA Bank, Axis Bank(earlier as UTI Bank), ICICI Bank and HDFC Bank.
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.
Currently, banking in India is generally fairly mature in terms of supply, product range but reach
in rural India still remains a challenge for the private sector and foreign banks.
Chapter 2
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INTRODUCTION: The Origin of ING Group
ING group originated in 1990 from the merger between Nationale Nederlanden the largestDutch Insurance Company and NMB Post Bank Group. Combining roots and ambitions, the
newly formed company called Internationale Nederlanden Group. 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.
STRATEGY
INGs overall mission is to help customers manage their financial future. INGs 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.
COPERATE RESPOSIBILITYING wants to pursue profit on the basis of sound business ethics and respect for its stakeholders.
Corporate responsibility is therefore a fundamental part of INGs strategy: ethical, social and
environmental factors play an integral role in business decisions.
THE ING VYSYA BANK Ltd.
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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.
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. The 75th
anniversary, the Platinum Jubilee of the bank was celebrated during 2005.
At present, Shailendra Bhandari is the Managing Director and CEO of ING VYSYA Bank Ltd.
in India.
SWOT ANALYSIS: ING VYSYA BANK LIMITED
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STRENGHTS:
1) Online Services: ING VYSYA Bank provides online services of all its
banking facilities, so a person can access his account from anywhere he is.
2) Advanced Infrastructure: Branches of ING VYSYA Bank are well
equipped with advanced technology. All the computerized machines are located in
suitable manner & are very useful to the customers & staff of the
bank.
3) Friendly Staff: The staff of ING VYSYA Bank in all branches is very friendly & helps the
customer in all cases. They provide faster services along with bonding personal relationship withthe customers.
4) ATM services: ING VYSYA bank provides ATM services to their customer free of
cost even if the customer uses the other banks ATM.
5) Other Facilities to the Customers & Employees: ING VYSYA Bank
provides facilities like proper sitting arrangements to the customers And proper Ventilation &
sanitary facilities for the employees of the bank.
WEAKNESS:
1) High Initial amount to open a account: In comparison of other banks ING VYSYA Bankoffers their savings and current account with a minimum balance of Rs. 5000 and 10000
respectively.
2) Less no. of Branches: Branches of ING VYSYA Bank are to low as compared to other Banks,
specially in the rural or semi-rural part of the country.
OPPORTUNITIES:
1)Open New Branches: The bank should open branches in that part of the country which are stilluncovered with the banking facilities and have good customer base to gain the first mover
advantage.
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2) Recruit professionally guided students: The bank can recruit these students through tie- ups
with colleges. Such students will surely prove as an asset to the
bank.
3) Associate with social cause: The bank can also associate itself
with social causes like providing relief aid patients, funding towards
natural calamities. This will help him to create a good image among the customers and help him
to gain the more customer base.
THREATS:
1) Competition: ING VYSYA Bank is facing tight competition with other private Banks like
Standered Chartered, HDFC, ICICI, IDBI etc.
2) Decentralized Management: Each branch manager is given the
authority of taking decisions in their respective branches. The
decisions made by different managers are diverse and any one
wrong decision can laid to heavy losses to the bank.
The long journey of seventy-five years has had several milestones
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1930 Set up in Bangalore
1948 Scheduled Bank
1985 Largest Private Sector Bank
1987 The Vysya Bank Leasing Ltd. Commenced
1988 Pioneered the concept of Co branding of Credit Cards
1990 Promoted Vysya Bank Housing Finance Ltd.
1992 Deposits cross Rs.1000 crores
1993 Number of Branches crossed 300
1996Signs Strategic Alliance with BBL., Belgium. Two National Awards by Gem & Jewellery ExportPromotion Council for excellent performance in Export Promotion
1998Cash Management Services, & commissioning of VSAT. Golden Peacock Award - for the best HRPractices by Institute of Directors. Rated as Best Domestic Bank in India by Global Finance(International Financial Journal - June 1998)
2000State -of - the -art Date Centre at ITPL, Bangalore.RBI clears setting up of ING Vysya Life Insurance Company.
2001 ING-Vysya commenced life insurance business.
2002
The Bank launched a range of products & services like the Vys Vyapar Plus, the range of loanschemes for traders, ATM services, personal assistant service, Save & Secure, an account thatprovides accident hospitalization and insurance cover, Sambandh, the International Debit Card andthe mi-b@nk net banking service.
2002 ING takes over the Management of the Bank from October 7th , 2002 .
2002 RBI clears the new name of the Bank as ING Vysya Bank Ltd, vide letter of 17.12.02
2003 Introduced customer friendly products like Orange Savings, Orange Current and Protected HomeLoans
2004 Introduced Protected Home Loans - a housing loan product
2005 Introduced Solo - My Own Account for youth and Customer Service Line Phone Banking Service
2006Bank has networked all the branches to facilitate AAA transactions i.e. Anywhere, Anytime &Anyhow Banking
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VARIOUS FORMS OF E-BANKING:
A. INTERNET BANKING:
Internet Banking lets you handle many banking transactions via your personal computer. For
instance, you may use your computer to view your account balance, request transfers between
accounts, and pay bills electronically.
Internet banking system and method in which a personal computer is connected by a network
service provider directly to a host computer system of a bank such that customer service requests
can be processed automatically without need for intervention by customer servicerepresentatives. The system is capable of distinguishing between those customer service requests
which are capable of automated fulfillment and those requests which require handling by a
customer service representative. The system is integrated with the host computer system of the
bank so that the remote banking customer can access other automated services of the bank. The
method of the invention includes the steps of inputting a customer banking request from among a
menu of banking requests at a remote personnel computer; transmitting the banking requests to a
host computer over a network; receiving the request at the host computer; identifying the type of
customer banking request received; automatic logging of the service request, comparing the
received request to a stored table of request types, each of the request types having an attribute to
indicate whether the request type is capable of being fulfilled by a customer servicerepresentative or by an automated system; and, depending upon the attribute, directing the
request either to a queue for handling by a customer service representative or to a queue for
processing by an automated system.
B. AUTOMATED TELLER MACHINES (ATM):
An automated teller machine or automatic teller machine (ATM) is an electronic computerized
telecommunications device that allows a financial institution's customers to directly use a secure
method of communication to access their bank accounts, order or make cash withdrawals andcheck their account balances without the need for a human bank teller. Many ATMs also allow
people to deposit cash or cheques, transfer money between their bank accounts, top up their
mobile phones' pre-paid accounts or even buy postage stamps.
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On most modern ATMs, the customer identifies him or herself by inserting a plastic card with a
magnetic stripe or a plastic smartcard with a chip, which contains his or her account number. The
customer then verifies their identity byentering a pass code, often referred to as a PIN (PersonalIdentification Number) of four or more digits. Upon successful entry of the PIN, the customermay perform a transaction.
The Indian market today has approximately more than 17,000 ATMs.
C. CREDIT CARDS/ DEBIT CARDS:
The Credit Card holder is empowered to spend wherever and whenever he wants with his Credit
Card within the limits fixed by his bank. Credit Card is a post paid card. Debit Card, on theother hand, is a prepaid card with some stored value. Every time a person uses this card, the
Internet Banking house gets money transferred to its account from the bank of the buyer. The
buyers account is debited with the exact amount of purchases. An individual has to open an
account with the issuing bank which gives debit card with a Personal Identification Number
(PIN). When he makes a purchase, he enters his PIN on shops PIN pad. When the card is slurped
through the electronic terminal, it dials the acquiring bank system - either Master Card or VISA
that validates the PIN and finds out from the issuing bank whether to accept or decline the
transactions. The customer can never overspend because the system rejects any transaction
which exceeds the balance in his account.
D. TELE BANKING:
Undertaking a host of banking related services including financial transactions from the
convenience of customers chosen place anywhere across the GLOBE and any time of date and
night has now been made possible by introducing on-line Telebanking services. By dialing the
given Telebanking number through a landline or a mobile from anywhere, the customer can
access his account and by following the user-friendly menu, entire banking can be done through
Interactive Voice Response (IVR) system. With sufficient numbers of hunting lines made
available, customer call will hardly fail. The system is bi-lingual and has following facilitiesoffered
Balance inquiry and transaction inquiry in all
Inquiry of all term deposit account
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Statement of account by Fax, e-mail or ordinary mail.
Cheque book request
Stop payment which is on-line and instantaneous
Transfer of funds with CBS which is automatic and instantaneous
Utility Bill Payments
Renewal of term deposit which is automatic and instantaneous
E. SMART CARD:
Banks are adding chips to their current magnetic stripe cards to enhance security and offer new
service, called Smart Cards. Smart Cards allow thousands of times of information storable on
magnetic stripe cards. In addition, these cards are highly secure, more reliable and
perform multiple functions. They hold a large amount of personal information, from medical and
health history to personal banking and personal preferences
F. E-CHEQUE:
An e-Cheque is the electronic version or representation of paper cheque.
It can now be used in place of paper cheques to do any and all remote transactions.
An E-cheque work the same way a cheque does, the cheque writer "writes" the e-Cheque
using one of many types of electronic devices and "gives" the e-Cheque to the payee
electronically. The payee "deposits" the Electronic Cheque receives credit, and the payee's bank
"clears" the e-Cheque to the paying bank. The paying bank validates the e-Cheque and then
"charges" the check writer's account for the check
G. MOBILE BANKING :
Mobilebanking is a term used for performing balance checks, account transactions, payments,
credit applications and other banking transactions through a mobile device such as a mobile or
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Personal Digital Assistant . The earliest mobile banking services were offered over SMS. With
the introduction of the first primitive smart phones with WAP support enabling the use of the
mobile web in 1999, the first European banks started to offer mobile banking on this platform to
their customers.
We can avail the following services through E-Banking:
Bill payment service
You can facilitate payment of electricity and telephone bills, mobile phone, credit card and
insurance premium bills as each bank has tie-ups with various utility companies, service
providers and insurance companies, across the country. To pay your bills, all you need to do is
complete a simple one-time registration for each biller. You can also set up standing instructions
online to pay your recurring bills, automatically. Generally, the bank does not charge customers
for online bill payment.
Fund transfer
You can transfer any amount from one account to another of the same or any another bank.Customers can send money anywhere in India. Once you login to your account, you need to
mention the payees's account number, his bank and the branch. The transfer will take place in a
day or so, whereas in a traditional method, it takes about three working days
Credit card customers
With Internet banking, customers can not only pay their credit card bills online but also get a
loan on their cards. If you lose your credit card, you can report lost card online.
Investing through Internet BankingNow investors with interlinked demat account and bank account can easily trade in the stock
market and the amount will be automatically debited from their respective bank accounts and the
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shares will be credited in their demat account. Moreover, some banks even give you the facility
to purchase mutual funds directly from the online banking system.
Recharging your prepaid phone
Now just top-up your prepaid mobile cards by logging in to Internet banking. By just selectingyour operator's name, entering your mobile number and the amount for recharge, your phone is
again back in action within few minutes.
Shopping
With a range of all kind of products, you can shop online and the payment is also
made conveniently through your account. You can also buy railway and air tickets through
Internet banking.
Advantage Of Internet Banking
As per the Internet and Mobile Association of India's report on online banking 2006, "There are
many advantages of online banking. It is convenient, it isn't bound by operational timings, there
are no geographical barriers and the services can be offered at a very low cost."
Through Internet banking, you can check your transactions at any time of the day, and as manytimes as you want to. Where in a traditional method, you get quarterly statements from the bank.
If the fund transfer has to be made outstation, where the bank does not have a branch, the bank
would demand outstation charges. Whereas with the help of online banking, it will be absolutely
free for you.
Security Precautions
Customers should never share personal information like PIN numbers, passwords etc with
anyone, including employees of the bank. It is important that documents that contain confidential
information are safeguarded. PIN or password mailers should not be stored, the PIN and/or
passwords should be changed immediately and memorised before destroying the mailers.
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Customers are advised not to provide sensitive account-related information over unsecured e-
mails or over the phone. Take simple precautions like changing the ATM PIN and online loginand transaction passwords on a regular basis. Also ensure that the logged in session is properlysigned out.
Plastic Cards as Media for Payment:-
There are four types of plastic cards being used as media for making payments. These are:
1. Credit Card
2. Debit Card
3. Smart Card
4. ATM Card
1. Credit Cards: -The Credit Card is a post paid card. The credit card enables the cardholders to: Purchase any
item like clothes, jewellery, railway/air tickets, etc. Pay bills for dining in a restaurant or
boarding and lodging in hotel etc.
2. Debit Cards: -A Debit Card, on the other hand, is a prepaid card with some stored value. Every time a person
uses this card, the Internet Banking house gets money transferred to its account from the bank of
the buyer. The buyers account is debited with the exact amount of purchases.
3. Smart Cards: - Smart Cards have a built-in microcomputer chip, which can be used for storing and processing
information. For example, a person can have a smart card from a bank with the specified amount
stored electronically on it. The specified amount is utilized by the customer, he can approach the
bank to get his card validated for a further specified amount. Such cards are used for paying
small amounts like telephone calls, petrol bills etc.
4. ATM Cards: -The card contains a PIN (Personal Identification Number) which is selected by the customer or
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conveyed to the customer and enables him to withdraw cash up to the transaction limit for the
day. He can also deposit cash or cheque.
Role of customer when using e-banking
You can access Internet Banking only by using your User ID and Password. During the
first login attempt, it is mandatory to change both passwords - login and transaction
which would have been mailed to you by the bank.
If you forget your password, you will have written to us using the "Email Us" option. The
Bank will then issue a new password and send it to your mailing address as per our
records. Kindly check with your branch that this address is updated...
Make sure no one can see the account login name or password you are entering when you
log on to INGVYSYABANK.COM
Logout of INGVYSYABANK.COM before moving on to other Websites.
Before leaving the PC please "close" the browser.
Do not write your INGVYSYABANK.COM login name or password anywhere.
Do not leave your login name and password such that someone sitting at your computer
could see them.
Never present your INGVYSYABANK.COM login name and password to anyone (no
representative of ING VYSYA BANK will ever ask you for your
INGVYSYABANK.COM password).
Notify ING VYSYA Bank immediately if you notice any unusual account activity.
Keep all documents that include your account information in a secure location.
When you login you can view the date and time of your last log in.
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Features offered by ING Vysya B ank for internet banking Balance enquiry and statement
Transfer fund online
Card to card fund transfer
Use debit card online
Prepaid mobile recharge
Subscribe for mobile banking
Lock / activate debit cards /ATM
Request a cheque book
Stop payment
USE OF E-BANKING I N INDIA FR OM LAST FEW YEARS
Year 2003 2004 2005 2006 2007 2008 2009 2010
Incr.% 9 12 15 20 25 32 40 50
Finding
From 2003-2010 , the user of the E-banking is increasing every year.
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Chapter 4
Objective of study
Find the customer satisfaction relating to E-banking service.
To study the awareness of internet banking among the customers of ING VYSYA bank.
Limitation of Study
Banks are not giving me all information about E-banking services.
ING Vysya Bank have a very few branches in Northern India
Customer are not aware about the ING Vysya Bank
ING Vysya Bank have very few ATM .
Research is only done in Agra city.
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Chapter 5
Literature Review
Internet and the Banking System
The rapid growth of the Web creates a tremendous opportunity for new businesses, but also
requires a new way of viewing the market place for the community banker. Experts estimates
that consumer use of on-line banking services will increase over 20-fold by the end of the
century. Geography and the number of branches become irrelevant and community banks are
able to offer the same level of service and convenience to customers as the largest banks. In the
past, over 60% of existing bank customers have cited their bank selection to be based on
convenience of location. For the customers of today, convenience of location includes the
availability of 24-hour access via the Internet. (Wilson, 1996)
Seitz and Stickel (1999) considered that financial service companies are using the Internet as a
new distribution channel. The goals are:
complex products may be offered in an equivalent quality with lower costs to more
potential customers
there may be contacts from each place of earth at any time of day and night
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Seybold (1998) identifies 8 critical success factors for electronic banking:
Own the customers total experience
Streamline business processes that impact the customer
Provide a 360-degree view of customer relationship
Let customers help themselves
Help customers do their job
Deliver personalized service
Source: http://www.aurelvoiculescu.com/mba
Ing vysya Bank
Banking becomes a pleasure as the transactions and services become instant with ING VYSYABank online Internet banking. The services provided are totally secure and unique. These cover
online account transactions and operations, credit card and account applications and payments,
share trading and investments through mutual funds, bill payments, statement generation and a
virtual demo of each service.
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Chapter 6
Research Methodology
The data collected from questionnaire will be tabulated and analyzed so that it can easily
understand to the user.
There are a number of ways to be used to present the result of findings are:-
Pie-chart
Graphs
SAMPLING PLAN:
Since it is not possible to study whole universe, it becomes necessary to take sample fromthe universe to know about its characteristics.
Sampling Units: Different Account Holder from the bank. Sample Technique: Random Sampling.
Research Instrument: Structured Questionnaire. Contact Method: Personal Interview.
SAMPLE SIZE:
My sample size for this project was 20 respondents. Since it was not possible to cover thewhole universe in the available time period, it was necessary for me to take a sample sizeof 20 respondents.
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DATA COLLECTION INSTRUMENT DEVELOPMENT:
The mode of collection of data will be based on Primary as well as Secondary data.
Primary data:
Primary data collection will base on personal interview of customers and people linked with INGVYSYA BANK. I have prepared the questionnaire according to the necessity of the data to becollected.
Secondary data:
Collection of information from ING VYSYA website and different various websites related to E-
BANKING.
Chapter 7
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Data analysis
1) Users of E-banking
Yes 65%
No 35%
Currently 65 % of the bank customers availing the facility of E-Banking.
2) No. of user of the banks
SBI 30%
ICICI 20%
HDFC 10%
ING Vysya 5%
Other Banks 35%
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3) Preference for online bill payment services
Yes 60%
No 40%
Majority of the customers are now opt online bill payment. i.e. 60% of the bank
customers are now using online bill payment.
4) Preference for online shopping
Yes 70%
No 30%
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Similarly, 70% of the customers are now using online shopping that saves the
precious time of the customers.
5) Preference for online fund transfer
Yes 35%
No 65%
Only few customers are using the online fund transfer facility i.e. 35%
6) Satisfied Customers
Yes 65%
No 35%
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Most of the customer are satisfied with the E-Banking as they save their time and
have found full security for their transaction online.
Chapter 8
Findings
1. In the users ratio of internet banking 65% of customers are using this service.
2. In these services the SBI bank is top in service of E-banking.
3. The services that are mostly used by maximum customers are transactions, online
trading, bill payment, shopping etc.
4. The mode of transaction that a customer used more often is through cash, cheque & e-banking respectively.
5. Different banks charge different rates for online service.
Suggestions
1. Demonstration of E-Banking should be provided to the existing customers to promote E-
Banking.
2. Encourage customers that E-banking is totally safe if you take necessary precautions like
protect your password from others.
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3. Provide discounts on shopping through E-Banking.
Chapter 9
Conclusion
The basic objective of my research was to analyze the awareness among customers for internet
banking in INDIA. It gives direction to research tools, research types and techniques. Althoughthe findings reveal that people know about the services but still many people are unaware and
many of them are non users so the bank should by promotion try to aware the customers about
the benefits of E-Banking. Banks should look forward to have some tie ups with other financial
institutions to increase the service base.
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Chapter 10
Bibliography
WEBSITE
www.ingvysyabank.com
www.google .com
www.economictimes.com
www.wikipedia.com
www.worldjute.com
BOOKS
Research Methodology-Methods and Techniques by C.R. Kothari
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Chapter 11
ANNEXURE
A. Questionnaire:-
1. Name of the customer:-
2. Do you like E-bankinga. Yes
b. No
1. Tick which bank you preferred
a. ICICI
b. SBI
c. Axis
d. HDFC
e. PNB
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f. ING VYSYA
g. Any Other
1. Why this bank
a. Service is good
b. They provide security
c. Cheaper service fees.
1. Which type of service mostly you use?
a. Online Bill Payments
b. Online shopping
c. Both
d. none
1. Services of the bank are.
a. poor
b. good
c. Very good
1. Are you availing the Facility of Online fund Transfer?
a. Yes
b. No
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1. Are you satisfied with the using of E-banking?
a. Yes
b. No
A.BALANCE SHEET OF ING VYSYA BANK LTD.
(Rupees in Crores)
FY 2011 FY2010
Capital And Liabilities
Capital 120.99 119.97
Employee Stock Options Outstanding 1.88 2.99
Reserves and Surplus 2,501.41 2,207.97
Deposits 30,194.25 25,865.30
Borrowings 4,146.91 3,671.39
Other Liabilities And Provisions 2,048.53 2,012.62
Total 39,013.97 33,880.24
Assets
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Cash and Balances with RBI 2,183.78 2,329.59
Balances with Banks and Money at call and Short notice 337.64 697.46
Investments 11,020.67 10,472.92
Advances 23,602.14 18,507.19
Fixed Assets 502.83 495.93
Other Assets 1,356.91 1377.15
Total 39,013.97 33,880.24
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8/3/2019 Sudarshan's Project Report - E- Banking (2)
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