SUMMER TRAINING REPORT ON

Customer Satisfaction

Undertaken at
ING Vysya Bank

Submitted in partial fulfilment of the requirements for the award of the degree of
MASTER OF BUSINESS ADMINISTRATION
to
Guru Gobind Singh Indraprastha University, Delhi

Under the Guidance of

Ms. Yamini Saraswat
Assistant Professor
PMCC

Submitted by
Sakshi behl
MBA-III Semester
Enrolment No.:

Session 2013 14
PERIYAR MANAGEMENT AND COMPUTER COLLEGE
Periyar Centre, FC33, Plot No. 1&2, Institutional Area, Jasola, New Delhi 110025
1

CONTENTS
Chapte
r

Particular(s)

Page No.

Certificate-1
Certificate-2 company
Summer Training Appraisal Form
Acknowledgements
Executive Summary
1

Introduction

Literature Review

Research Methodology

Data Reduction, Presentation & Analysis

Data Interpretation

Summary & Conclusions

References/ Bibliography
Appendices
- List of Tables
- List of Figures

ACKNOWLEDGEMENT
If words are considered to be signs of gratitude then let these words Convey the very same. My
sincere gratitude to Mr. Abhishek Gupta junior manager, ING VYSYA BANK and giving
necessary directions on doing this project to the best of my abilities.
I am highly indebted to Mr. Ajay Yadav, Branch Manager, who provided me with the
necessary information and also for the support extended out to me in the completion of this
report and his valuable suggestion and comments on bringing out this report in the best way
possible.
I am especially thankful to the Director of our college Dr. S. Aramvalarthan and faculty in
charge Mrs.Yamini Saraswat for the valuable guidance and co-operation throughout the project.
I am also thankful to those customers of the company who have helped me through their valuable
feedbacks and without whom the research report was not possible. The customers were the
respondents in this project and they have answered the questions very well which have helped
me in finding suitable outcome.

EXECUTIVE SUMMARY
This project is based on the customer satisfaction level of the services provided by the ING
Vysya bank.
Its not less than any challenge to know about the customers satisfaction for a service but
through this project, company has tried to know the point of view of customers. ING Vysya
believes that every service they provide to their customers is satisfactory for every customers and
the customers are happy with the quality as well as after work service of the bank. Still the
company want o knows the level of satisfaction in customers, so this research through
questionnaire and telephonic interviews has been done.
The report contains the organizational study done at ING Vysya Bank. The report title is
CUSTOMER SATISFACTION
The report gives an overview of the banking Sector and company profile. And awareness of
customers about different types of products and services offered by ING Vysya Bank.
This study was conducted to find out the customer satisfaction regarding ING Vysya bank.
The methodology adopted for the study was through a structured questionnaire, which is targeted
to the different persons in Delhi. For this purpose sample size of 100 was taken. The data
collected from the different persons was analyzed thoroughly and presented in the form of charts
and tables.
ING Vysya Bank must advertise regularly and create brand value for its products and services.
Most of its competitors like ICICI, Axis, kotak Mahindra and nationalized banks use television
advertisements to promote their products. The Indian consumer has a false perception about
private banks they feel that it would not be safe.
Safety and returns are the two main reasons people invest in banks. On the whole ING Vysya
bank is a good place to work at. Every new recruit is provided with extensive training on the
products of ING Vysya Bank. This training enables an advisor/sales manager to market the
policies better. The company should try to create awareness about itself in India. . With an
improvement in the sales techniques used, a fair bit of advertising and modifications to the

existing product portfolio, ING Vysya Bank would be all set to capture the banking market in
India as it has around the globe.
The project is based on the thorough study of the products and services of ING Vysya Bank and
the marketing strategies adopted by the ING Vysya bank to maintain & increase its market share
& to retain its customers. The project undertake the study of the expectations, behavior,
responses and preferences of the customers towards savings account.
The project has some limitations too, ING Vysya bank has a very few branches, customers have
limited information about the bank and they have fewer banking products as compared to the
other private banks. Ing Vysya bank doesnt provide ATM services to its customers and the
customers are biased and were not interested in giving information easily. The research is done in
the area of Delhi only and the time of the study is six weeks.

CHAPTER -1
INTRODUCTION

1.1 INTRODUCTION
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 the deregulation of interest rates, dilution of the government stake in public
sector banks (PSBs) and the increased participation of private sector banks.
Customer satisfaction refers to how satisfied customers are with the products or services they
receive from a particular agency. The level of satisfaction is determined not only by the quality
and type of customer experience but also by the customers expectations.
A customer may be defined as someone who

has a direct relationship with, or is directly affected by your agency and

Receives or relies on one or more of your agencys services or products.

Customers in human services are commonly referred to as service users, consumers or clients.
They can be individuals or groups. An organization with a strong customer service culture places
the customer at the center of service design, planning and service delivery. Customer centric
organizations will:
Determine the customers expectations when they plan listen to the customer as they
design.
Focus on the delivery of customer service activities value customer feedback when they
measure performance.
There are a number of reasons why customer satisfaction is important in Banking Sector:
Meeting the needs of the customer is the underlying rationale for the existence of
community service organizations. Customers have a right to quality services that
deliver outcomes.
Organizations that strive beyond minimum standards and exceed the expectations
of their customers are likely to be leaders in their sector.
Customers are recognized as key partners in shaping service development and
assessing quality of service delivery.

The process for measuring customer satisfaction and obtaining feedback on organizational
performance are valuable tools for quality and continuous service improvement
A customer may be satisfied with a product or service, an experience, a purchase decision, a
salesperson, store, service provider, or an attribute or any of these. Customers are the best source
of information. Whether to improve an existing product or service or whether firms are planning
to launch something new. This study focuses on how to attract more customers by fulfilling their
requirements and satisfying their needs. All the customers demand different things and get
satisfaction with different services; the research will help the company to find out the ways to
satisfy the customers. With the use of questionnaire, the study will provide suitable results for
interpretation. Businesses survive because they have customers who are willing to buy their
products or services. However, many businesses fails to check in with their customers to
determine whether they are happy or not and what it will make to make or keep them happy.
Every organization wants to retain their existing customers and focus on new customers. When a
company measures customer satisfaction, it helps them to know how much successful is the
organization in providing their goods and service in market. Satisfaction of customers and
requirement of customer vary person to person and product/service to product/service. The state
of satisfaction depends on a number of both psychological and physical variables which correlate
with satisfaction behaviours such as Quality and after sale service. The level of satisfaction can
also vary depending on other options the customer may have and other products against which
the customer can compare the organization's products.
The telling factor in the companys long run fortunes will be the amount of customer satisfaction
that it managers to generate. But it doesnt not mean the companys sole aim is to maximize
Customer Satisfaction. If that where the case, it should simply put out the best product and
service in the world and price is below cost. There by it would be creating substantial customer
satisfaction. But in the long run it would be also be out of business. Customer Satisfaction like
happiness bet achieved by rendering substantial forma of assistance to others rather than by
direct pursuit

These four factors will greatly affect ability to build a loyal customer base:
1. Products that are highly differentiated from those of the competition.
2. Higher-end products where price is not the primary buying factor.
3. Products with a high service component.
4. Multiple products for the same customer.

1.2 Objectives of the Study

To know the customer satisfaction level and their perception regarding ING Vysya Bank.

To know the customer awareness regarding the Banks products.

To know the level of interest of customer regarding the different schemes of bank.
To know the preference of customer regarding the extra services.
To know the problems of customer regarding bank.

10

1.3 Scope Of Study

The scope of any study can be defined in terms of the area and the sample size which will be
reviewed for satisfying the objective of the subject matter. The first part of the report can be
made on the basis of the secondary data collected about the different saving bank accounts of
private sector banks present in Delhi via internet, magazines and journals.
The scope of the study is in Delhi, and around 100 people are targeted for the survey which is
done through questionnaire.

11

1.4 Company Profile

1.4.1 ING Vysya Bank Limited
Regd. Office: ING Vysya House, 22,
MG Road, Bengaluru 560001
Phone No: 2500 5000
Corporate Identity Number: L85110KA1930PLC000124

Email- www.ingvysyabank.com

1.4.2 Nature of the Organization and its business

BANK WITH ING,
JIYO EASY!
ING is a global financial institution of Dutch origin, offering banking,

investments, life

insurance and retirement services to meet the needs of a broad customer base. With more than
82,000 employees, ING serves over 61 million private, corporate and institutional customers in
over 40 countries in Europe, North America and Latin America, Asia and Australia. The bank
draw on its experience and expertise, its commitment to excellent service and its global scale to
meet the needs of a broad customer base, comprising individuals, families, small, businesses,
large corporations, institutions and governments.
ING Vysya Bank Ltd is a premier private sector bank with retail, private and wholesale banking
platforms that serves over two million customers. With over 80 years of history in India and
leveraging INGs global financial expertise, the bank offers a broad range of innovative and
established products and services, across its 547 branches. The Bank, which has close to 10,000
employees, is also listed in Bombay Stock Exchange Limited and National Stock Exchange of

12

India Limited. ING Vysya Bank was ranked among top 5 Most Trusted Brands among private
sector banks in India in the Economic Times Brand Equity Nielsen survey 2011.
The Vysya bank was established in 1930 in bangalore. It is one of the largest private sector bank.
The bank was formed from the 2002 acquisition of an equity stake in Indian Vysya Bank by the
Dutch ING Group. This merger marked the first between an Indian bank and a foreign bank.
Prior to this transaction, Vysya Bank had a seven-year old strategic alliance with erstwhile
Belgian bank Banque Bruxelles Lambert, which was also acquired by ING Group in 1998.

CURRENT OPERATIONS OF ING VYSYA BANK

ING Vysya Bank has competed in the banking/financial services and insurance markets for over
80 years and currently serves over 2 million Indian consumers. The bank markets an entire range
of financial products and services, organised under four strategic lines of business: retail, private,
wholesale banking ad agricultural banking.
Retail banking :
With 547 branches and 10 counters, 28 satellite offices and 470 ATM's nationwide, ING
Vysya's retail operation offers checking accounts, savings deposits/CD's, retail wealth
management services, consumer loans, agricultural/rural banking and retail life insurance
products. The bank has rapidly expanded its distribution footprint and has created a national
brand presence through several innovative marketing campaigns.
Private banking:
ING Vysya's private bank operates on an advisory-driven model. Specialized market research
remains the bank's focus for the introduction of new tailored products to serve the high-end
private banking segment.

13

Corporate/wholesale banking:
The wholesale banking business provides corporate clients in India a range of commercial,
transactional and electronic banking products. The bank offers client focused products
including working capital finance, trade and transactional services, foreign exchange, term
loans and cash management services. The wholesale banking business comprises four
business sub-segments and multiple product offerings. The business segments Corporate and
Investment Banking, Emerging Corporate, Banking and Financial Institutions and financial
markets.
Agriculture and rural banking:
Agriculture and Rural Banking deals with all business related to agriculture and allied
activities, Gold Loans, loans to SHGs and lending to government sponsored schemes.
Working Capital and Agriculture Term Loans for Poultry, Dairy, Cold storage units etc. are
also being offered to cater diverse needs of the farming community. The Bank has
accelerated retail agricultural lending at a few places in North India and Central India
especially in Rajasthan, Uttarakhand, Maharashtra, Gujarat and Madhya Pradesh.
ING Vysya Mobile App
ING Vysya bank's mobile app helps customers to check the balance and much more than a
conventional mobile app by simply downloading this app in their cell phones. With the help of
this app customers need not to go to the bank all the time for checking their balance in their
account.
ING VYSYA bank has been associated with Basaveswara Vidya Vardhaka Sangha, a registered
Society with over 100 years of existence. Sangha has a chain of institutes numbering over 120
covering all fields of education and established RUDSETI at Bagalkot with objective to identify,

14

orient, train, counsel, assist young people and to motivate and empower them to take up selfemployment venture by providing all the needed assistance. Since inception 13000 candidates
have been trained, out of which 8000 were women and 10,000 candidates were settled / linked
with finance by various banks in the district.
Bank has also devised various products for financial inclusion, namely
a) General credit Card Scheme.
b) DIR scheme.
c) Self Help Group (SHG) finance.
d) Kisan Credit Card
e) Zero Balance No Frill Accounts with OD facility
f) BC No Frill Accounts ( Payment to NREGP/SSP Beneficiaries)
Bank has adopted the Business Correspondent Model for extending the services in rural areas
and deepening financial inclusion in the unbanked areas in AP and Karnataka State. Presently
bank has two BCs for disbursing amounts to NREGP & SSP beneficiaries. The achievements so
far in this regard are :
a) Enrolled over 130446 beneficiaries.
b) Opened over 99631 accounts.
c) Issued 99631 Smart Cards.
d) Disbursed Rs. 26 Crs. to 36148 beneficiaries in AP.
Product launch: New milestone rewards with ING Vysya debit cards:
ING Vysya Bank and MasterCard today announced the launch of ING MasterCard Premium
Debit Cards. Unlike other debit cards in the market this card comes with reward points based on
spend-milestones. While using debit cards for shopping is an increasing trend in India,

15

redemption of rewards points isn't. "Indian customers are using their debit cards to shop, debit
spends are increasing by 38 percent. Surprisingly however, Indian customers redeem only 18
percent of their reward points," said Shailendra Bhandari, MD and CEO, ING Vysya Bank.This
is primarily due to the way most reward points programmes work, where a certain number of
points have to be accumulated, at times with certain tie-up merchants. They also come with
expiry dates.
How this works:
Under the spend-milestone-based system, you need to spend a certain amount for two years, after
which you could choose the reward from a number of choices the banks offers. For instance, you
should spend Rs 2 lakh (Rs 7,500 a month), Rs 4 lakh (15,000 a month) or Rs 6 lakh (25,000 a
month) over two years with debit card. These cards are available in three variants, Titanium, My
World and World Exclusive. The fee for the card is in the range of Rs 0 to as much as Rs 750,
depending on the variant you choose.
1.4.3 Vision and Mission Statement:
a) Vision of ING Vysya Bank
The Vision statement of ING Vysya bank is to provide its customers with the most effective
solutions to help them best manage their financial futures, and creating long lasting value for
all stakeholders of the bank.
b) Mission of ING Vysya Bank
The mission of ING Vysya bank is to be the preferred bank of its customers through
operational excellence and international service quality; and of its employees with the highest
level of ethical and moral values.
c) Corporate Statement

16

ING Vysya Bank will be an entrepreneurial integrated financial services institution where
Innovation and Transformation are the way of life.

1.4.4 PRODUCT RANGE OF THE ING VYSYA BANK:

A) SAVINGS ACCOUNTS:
a) Platina saving accounts
b) Orange saving account Zing saving account
c) Zwipe saving account
d) Basic saving bank deposit
e) Senior saving account
B) CURRENT ACCOUNTS:
a) General current account
b) Comfort current account
c) Advantage current account
d) Flexi current account
e) Orange current account
f) Institutional current account
g) Platina current account
C) DEMAT ACCOUNTS
D) TERM DEPOSITS
E) DEBIT CARDS
F) CREDIT CARDS
G) FOREX SERVICES
H) CORPORATE SALARY ACCOUNT

17

I) INSTITUTIONAL ACCOUNTS
J) LOCKERS

1.4.5 SIZE OF THE ING VYSYA BANK:

a) In ING Vysya bank, there are 10059 employees who are working. The total number of
branches of the bank is 557 and total number of ATM of the bank is 405 .The total
number of extension counters are 10.
b) The turnover of the bank for the year 2013-2014 is INR 5588 crores (US$9.1
billion).This is the latest data of the bank which is reflected by 83 rd annual report of ING
Vysya bank for the year ended 2013-2014.

18

1.4.6 Organization Structure of the Company

Board

Corporate secretary

MD & CEO
Chief-corporate Audit Group

Chief of staf

Vigilance

Risk
Chief-Human
Country
Resource
Head Country
wholesale
Head
banking
RetailCountry
Chief-Operation
BankingHead-Private
officerBanking& Bank Assuran

Distribution&
Living
Country
Brand HeadRegional
TreasuryCEO-N&E
Marketing
Head market Risk management
Head Corporate Finance &
Regional
Investment
CEO-SeAP
Banking
IVFSL
Consumer Products
Chief Administrative
& Sales
officer

Head market Risk management

Regional CEO-AP

Chief Operation
Private
& IT Banking

SME Products & Relationships

Products & Services
Regional CEO-W
Chief Finance Officer
Chief Credit Officer
Head-EC
Electronic channels, CRM, Strategic Projects
ASB SBU

1.4.7 Market share & position of the company in the Industry

FINANCIAL FIGURES W
19

In Rs. Crores
YTD
YTD
2008

2007

Q3

Q3

2008-09

2007-08

172.7

144.9

Other Income

149

95.7

Total Income

Operating Profit
Operating Profit
after Exceptional
Items

growth

growth

Net Interest Income

Operating Costs

321.8
215.3

240.6

35.5%

21.6

6.4%
27.7

36.1%

279

887.8
585.0

30.4%

100

357

400

33.8%

81.7

106.5

487

55.9%

158.9

106.5

Provision &
Contingencies

19.2%

43.3%

637.5 39.3%

438

33.6%

302.8

199.5

51.8%

302.8

219.8

37.7%

-22.1%

84.7

33.9

Profit before Tax

84.9

72.4

17.3%

218.1

186

17.3%

Provision for Taxes

32.8

29.6

11%

78.4

71.9

9.1%

21.8%

139.7

114 22.5%

Profit after Tax

52.1

42.8

150.1%

Table: 1.1

Growth at ING Vysya Bank.

In terms of pure numbers, the performance over the decades can better be appreciated from the
following table:
Rs. in millions
20

Year

Networth

1940
1950
1960
1970
1980
1990
2000
2001
2002
2003
2004
2005
2006
2007
2008

0.001
1.40
1.60
3.00
11.50
162.10
5900.00
6527.00
6863.24
7067.90
7473.20
7094.00
10196.70
11101.90
14260.00

Deposits

Advances

Profits

0.400
0.400
5.30
3.80
20.10
13.50
91.50
62.80
1414.30
813.70
8509.40
4584.80
74240.00
39380.00
81411.10
43163.10
80680.00
44180.00
91870.00
56120.00
104780.00
69367.30
125693.10
90805.90
133352.50
102315.20
154185.70
119761.70
204980.00
146500.00
Table: 1.2

Outlets

0.001
0.09
0.13
0.74
1.13
50.35
443.10
371.90
687.50
863.50
590.01
(381.80)
90.6
889.0
1569.00

4
16
19
39
228
319
481
484
483
456
523
536
562
626
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.

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 December 2007 and Profit before Tax
(PBT) rose 17% to Rs.84.9 crores from Rs.72.4 crores.
21

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 December08
The PAT for the period ended 31 December 2008 increased 23% to Rs.139.7 crores
fromRs.114.1 crores for the period ended 31 December 2007 and PBT grew 17% to Rs.218.1
croresfrom Rs.186.0 crores.
However, excluding exceptional items reported in the previous year, PAT increased by 40%
andPBT 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
inthe previous year.
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.
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.
ING Vysya FOUNDATION (ING CSR)
22

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 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.
.

1.5Industry Profile
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

23

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.
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
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
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 banksThe 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.
24

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&A, takeovers, and asset
sales.
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.

25

CHAPTER - 2

LITERATURE REVIEW

Review Of Literature
It is relevant to refer briefly to the previous studies and research in the related areas of the
subject to find out and to fill up the research gaps, if any. Literature on financial services can
26

generally be found; a number of books are available on banking related aspects as merchant
banking, loan syndication, securitization, profitability and productivity etc. but, few studies
are undertaken on the role of technology in the banking services.
.
Abdullah D.N.M.A. and Rozario F. (2009) study the influence of service and product quality
towards customer satisfaction. 149 respondents from one of the well known hotel in Kuala
Lumpur, Malaysia are selected as a sample. Psychometric testing is conducted to determine
the reliability and validity of the questionnaire. The study finds positive significant
relationship between place/ambience and service quality with customer satisfaction.
Although, relationship between food quality and customer satisfaction is significant, it is in
the negative direction. Future researchers can concentrate on determining attributes that
influence customer satisfaction when cost/price is not a factor and reasons for place/ambience
is currently becoming the leading factor in determining customer satisfaction.
Aktan B., Teker E. and Erosy P. (2009) examines the usage of internet in Turkey to make a
basic due-diligence investigation for the financial institutions, including banking, stock
trading, insurance and provision of financial information over the period 2005 and 2008. The
findings show that internet usage in Turkey with its young population has continued to grow
dramatically in financial services in terms of customers and financial transactions of various
natures.
Azouzi Dhekra (2009) aims to check if the current and prompt technological revolution
altering the whole world has crucial impacts on the Tunisian banking sector. On the basis of
empirical analysis, the study concludes that panoply of factors is affecting the customersattitude
toward e-banking. For instance; age, gender and educational qualifications seem to be
important and they split up the group into electronic banking adopters and traditional banking
defenders and so, they have significant influence on the customers adoption of e-banking. It
also shows that despite the presidential incentives and in spite of being fully aware of the
ebanking benefits, numerous respondents are still using the conventional banking. Fear of loss
because of transactions errors or hackers plays a significant role in alienating Tunisian
customers from online banking. Finally, the study highlights the limitations and suggests
some research perspectives.
Ganesan R. and Vivekanandan K. (2009) describe a secured hybrid architecture model for the
27

internet banking using Hyperelliptic curve cryptosystem and MD5. This hybrid model is
implemented with the Hyperelliptic curve cryptosystem (HECC) and it performs the
encryption and decryption processes in an efficient way merely with an 80-bit key size. The
various screen shots given in this contribution shows that the hybrid model which
encompasses HECC can be considered in the internet banking environment to enrich the
privacy and integrity of the sensitive data transmitted between the clients and the application
server.
Hua G. (2009) investigates the online banking acceptance in China by conducting anexperiment
to investigate how users perception about online banking is affected by theperceived ease of use
of website and the privacy policy provided by the online bankingwebsite. The 110 undergraduate
students in Chinese University are involved in the32investigation. The study finds that both
perceived ease of use and privacy policy have asignificant impact on users adoption of online
banking. The study also investigates relative importance of perceived ease of use, privacy, and
security. Perceived ease of use is of less importance than privacy and security. Security is the
most important factor influencing users adoption. The study also discusses the implications of
these results and limitations.
Ismail A., Abdullah M.M.B. and Sebastian K.F. (2009) explore the relationships among service
quality features (responsiveness, assurance, and empathy), perceived value and customer
satisfaction in context of Malaysia. The empirical data is drawn from 102 members of an
academic staff of a Malaysian public institution of higher learning using a survey questionnaire.
The results indicate that the interaction between perceived value and responsiveness is not
significantly correlated with customer satisfaction, the interaction between perceived value and
assurance also does not correlate significantly with customer satisfaction and the interaction
between perceived value and empathy correlated significantly with customer satisfaction. Thus
the results demonstrate that perceived value has increased the effect of empathy on customer
satisfaction, but it has not increased the effect of responsiveness and assurance on customer
satisfaction
Janson N. (2009) analyzes the consequences of the major instability introduced by internet
banking on the banks ability to manage a liquidity crisis in Northern Rock Bank. The study
shows that inconsistency of the Bank of England policy lead to the initial bank run and that
because it persists in that direction it further lead to the banks bankruptcy. Internet banking does
28

not cause the failure of the bank but it certainly accelerates the fall of the bank which calls for a
greater consistency of the central bank role as a lender of last resort. The study concludes that
despite the existence of lender of last resort and deposit insurance scheme, markets participants
and individual depositors in particular do not like confusing messages during uncertain times.
Ms. Jayshree Chavan, Mr. Faizan Ahman (2013).This empirical research study focuses on
exploring the major factors that lead to customer satisfaction in retail banking in Western
Maharashtra in India. It also leads to developing a conceptual framework of relationship
marketing practices in Indian banks by capturing the perspectives of consumers with respect to
their satisfaction with various services. The findings revealed that customer satisfaction, a
transaction-specific attribute, is dependent on nine different factors. It is hoped that this research
paper would help the bank management not only in improving the overall level of customer
satisfaction but also strengthening the bond between the banks and their customers, thereby
helping the banks to retain and/or expand their overall customer base.
Uppal R.K. (2010) studies the extent of mobile banking in Indian banking industry during
2000-2007. The study concludes that among all e-channels, ATM is the most effective while
mobile banking does not hold a strong position in public and old private sector but in new
private sector banks and foreign banks m-banking is good enough with nearly 50 pc average
branches providing m-banking services. M-banking customers are also the highest in ebanks
which have positive impact on net profits and business per employee of these banks. Among
all, foreign banks are on the top position followed by new private sector banks in providing
m-banking services and their efficiency is also much higher as compared to other groups. The
study also suggests some strategies to improve m-banking services

29

CHAPTER- 3
RESEARCH METHODOLOGY

3.1 RESEARCH METHODOLGY

All the conclusions are based on the survey done in the working within the time limit. I tried to
select the sample representative of the whole group during my training. I have collected data
from people linked with ING VYSYA BANK

30

a)Universe-Delhi
Research Design: The research Design is descriptive.
A descriptive research is a research which includes surveys and fact-finding enquiries of different
kinds. The major purpose of descriptive research is description of the state of affairs as it exists
at present. The main characteristic of this method is that the researcher has no control over the
variables; he can only report what has happened or what is happening
Sampling Type- Random Sampling
Sample Size- My sample size for this project was 100 respondents. Since it was not possible to
cover the whole universe in the available time period, it was necessary for me to take a sample
size of 100 respondents.
Sample Location- Chandni Chowk
Data Type- Quantitative
Quantitative data is data that can be measured numerically. Things that can be measured precisely
rather than through interpretation -- such as the number of attendees at an event, the temperature
in a given location, or a person's height in inches can be considered quantitative data. Its foil
qualitative data -- requires a subjective decision in order to be categorized or measured
Instruments Used- Questionnaire
Analytical tools- Graphs and pie charts are used for presentation and interpretation of collected
data.

b)Constraints under which the study has been undertaken

Budgetary constraints: - Collecting data from a large number of respondents is not easy.
The process becomes expensive so here also, in this study lack of budget was one of the
constraints suffered during the research process.

31

Reliability of data: - The data collected must be useful otherwise the whole study will be
a waste. To bring relevant data and extracting important information from the same data
was difficult.

Time constraint: - A research cannot be completed within 45 days of duration, so short

time duration was a limitation under which the result needs to be generated. There was
lack of time so not all the customers were taken as respondents.

Language barrier: - Many of the respondents were asking their juniors or other members
to fill the form from their side where the people were experienced in working but not
much educated. For them, it took much time to make them understand the questions and
the importance of filling questionnaire for us.

Boring and time waste: - Many of our customers feel that it is a boring process and a time
wasting activity. To avoid it, they filled it randomly or avoided some of the questions.
They answered without reading properly, which can result in wrong interpretation of data
collected.

32

CHAPTER- 4

DATA REDUCTION, PRESENTATION AND ANALYSIS

After collection, data has to be analysed in accordance with the outline laid down for the purpose
at the time of developing the research plan. This is essential for a scientific study and for
ensuring that the data collected is relevant for making contemplated comparisons and analysis.
Processing refers to editing, coding, classification and tabulation of collected data so that they
are amenable to analysis.
Processing operations:33

Editing it is a process of examining the collected data to detect errors and omissions and to
correct these when possible. As a matter of fact, editing involves a careful scrutiny of the
completed questionnaires/ or schedules. Editing is done to ensure that the data are accurate,
consistent with the other facts gathered, uniformly entered, as completed as possible and have
been well arranged to facilitate coding and tabulation.
Coding- coding refers to the process of assigning numerals or other symbols to answers so that
response can be put into a limited number of categories or classes. Such classes should be
appropriate to the research problem under consideration. They must also possess the
characteristics of exhaustiveness (i.e.- there must be a class foe every data item) and also that of
mutual exclusively which means that a specific answer can be placed in one and one cell in a
given category set.
Classification- classification means to arrange the data in groups or classes on the basis of
common characteristics. Data having common characteristics are placed in one class and this
way the entire data get divided into a number of groups or classes.
It can be classified into two types:

Classification according to attributes (such as literacy, sex, honesty etc)

Classification according to class (such as income, production, age, weight etc)
Tabulation- when a mass of data has been assembled, it becomes necessary for the researcher to
arrange the same in some kind of concise and logical order. This process is called tabulation.
Tabulation is a process of summarizing raw data and displaying the same in compact form for
further analysis. It is an orderly arrangement of data in columns and rows.

34

CHAPTER-5
DATA INTERPRETATION

Data Interpretation
1) For how long you are the part of the ING Vysya bank?
Response

No. of Respondents

%age of Respondents

Less than 6 Months

20

20%

Less than 1 Year

37

37%

Less than 2 Years

14

14%

35

More than 2 Years

29

29%

Total

100

100%

chart showing the time period of the customers being part of the bank
> 6 months

> 1 year

> 2 years

< 2 years

20%
29%

14%

37%

Figure: 5.1
Interpretation:
From the above graph it is clear that majority of the respondents are part of ING Vysya Bank
from last one year i.e. 37%; 29% of the respondents are part of ING Vysya Bank from last more
than 2 years; 20% respondents from 6 months and remaining 14% respondents are part of ING
Vysya Bank for last two years.
2) What Products/Services are you currently availing from the bank?

Figure: 5.2
Interpretation:
From the above, it can be seen that 100% customers availed Savings A/C in their current banks.
Next most widely used service being that of fixed deposits with 29.62% respondents using this
facility. 17.59% respondents each availed Locker Facility and Life Insurance with their current
bank. 12.03% respondents had Mutual Funds from their current bank while 8.33% availed loan
36

facility from their current bank and only 6.48% respondents availed the current account facility.
This shows that people mainly use the Saving A/C and Fixed deposit facility from their primary
banks.

3) Do you have the complete knowledge of the account and services associated with it?
Yes

80%

No

15%

Cant Say

5%

Can't Say; 5%
No; 15%

Yes; 80%
Yes

No

Can't Say

Figure: 5.3
Interpretation:
37

80% of the customers have the complete knowledge about the bank, its services and the
information about the services they are availing from the bank. 15% of the customers are not
aware about the services associated with their account and 5% of the customers dont have any
idea.

4) How satisfied are you with the services provided by the bank?
Highly Satisfied

25%

Satisfied

60%

Neither Satisfied Nor Dissatisfied

3%

Highly Dissatisfied

10%

Dissatisfied

2%

38

Customer satisfaction towards the services provided

70%
60%
50%
40%
30%
20%
10%
0%

Customer satisfaction towards the services provided

Figure: 5.4
Interpretation:
According to the above figure, 60.18% of the total respondents are satisfied with their current
bank while 27.7% are highly satisfied from their current bank, only 1.85% are dissatisfied while
0.92% people are highly dissatisfied. Whereas of the respondents 9.26% are such who are neither
satisfied nor dissatisfied from the services provided by their current bank.

5) Which service of the bank would you rate the best?

Response

No. of Respondents

%age of Respondents

Saving a/c

33

33%

Fixed deposits

40

40%

Current a/c

12

12%

De-mat a/c

0%

Credit cards

0%

Mutual funds

10

10%

Loans

5%
39

Figure: 5.5

Interpretation:
From the above graph it is clear that 33% of the respondent rate saving a/c, the best product. 40%
said FDs are best. 12% said current a/c.10% said about mutual funds.5% said about loans and no
one rate de-mat a/c & credit card.

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

ATM

100%

Visit Branch

35%

Phone Banking

35%

Internet Banking

82%

POINTS OF INTERACTION

100%
82%
35%

ATM

VISIT BRANCH

35%

PHONE BANKING INTERNET BANKING

Figure: 5.6
Interpretation:
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
40

banking. Internet Banking is the 2nd most point of interaction of bank and the customer. ING
Vysya is having best Internet banking attributes. This implies the technological advancement in
Delhi Citizens.

7. Please rate the bank 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.N
O

ATTRIBUTES

1.
Bank charges

2.

Working Hours
3.

Location

4.
Customer care

Behavior of staff

Variety of accounts

5.
6.

7.

Processing Speed
8
.

Grievance/queries handling

41

4.5
4
3.5
3
2.5
2
1.5

Column1

1
0.5
0

Figure: 5.7
4 - Most/excellent

3- Reasonably good

2- Fair

1- Disappointing

Interpretation:
1. People associated with ING Vysya Bank found their bank charges nominal and rated it
4out of 4,about 97% of the customers stated the same.
2. When asked about thee working hours customers said its reasonably good as it operates
from 10 to 7 which is 2 hours more than any other bank, therefore it has an edge over
other banks.
3. When asked about the location, it has been rated as the lowest as people said that the ing
vysya has the lowest number of branches and are not accessibly located.
4. Almost all respondents who are in connection with ING Vysya Bank have rated it best in
the customer care services. 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 bankers behavior.
6. With the criteria of Variety of Accounts, people have rated ING Vysya as reasonably fair
as the bank is operating with lesser number of accounts as compared to other highly
established private banks.
42

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,it has been rated good.

8.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

SRONGLY
STRONGLY
DISAGREE AGREE

STATEMENTS

1
1

I will prefer, if my friend recommends me to

open an account in a particular bank.

I am very cautious about Average Quarterly

Balance non-maintenance charge.

I am generally motivated by the television add

for saving bank account.

I m generally bothered about the distance

between my home and the Bank.

I prefer saving bank account as it is popular.

I give preference to instant alert, net-banking,

phone banking, and mobile banking.

43

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

(WORD OF MOUTH)

STRONGLY AGREE

AGREE

DOESNT BOTHER ME

DISAGREE

STRONGLY DISAGREE

10%

16%

14%

33%
27%

Figure: 5.8.1
Interpretation:
According to the respondents, they mainly disagree for opening a bank account on their
friends or relatives recommendation. And to 27% of the respondents it doesnt 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.

44

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

(QAB)

STRONGLY AGREE

STRONGLY DISAGREE

8%
AGREE
19%

23%

DOESNT BOTHER ME

DISAGREE

40%

10%

Figure: 5.8.2
Interpretation:
Many people are bothered about their QAB, and to 23% people QAB doesnt mean
much. According to them they were never charged for not keeping enough QAB. At ING
they need to maintain the quarterly balance of INR 5000

I am generally motivated by the television advertisements for saving bank

account.

45

STRONGLY AGREE

8%
AGREE

4% 10%
DOESNT BOTHER ME

DISAGREE

18%

STRONGLY DISAGREE

60%

Figure: 5.8.3
Interpretation:
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. Only 4% of people
follow the advertisements to know information about the bank.

I am generally bothered about the distance between my home and bank

46

STRONGLY AGREE

AGREE

DOESNT BOTHER ME

DISAGREE

STRONGLY DISAGREE

6% 2%

2%

5%

85%

Figure: 5.8.4
Interpretation:
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.

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

47

STRONGLY AGREE

AGREE

DOESNT BOTHER ME

DISAGREE

STRONGLY DISAGREE

7%
20%
55%

5%
13%

Figure: 5.8.5
Interpretation:
Most of the Customers strongly agree that they give preference to instant alert about the deposits
and withdraw in their accounts by the bank. They also prefer the facility of net banking and
phone banking as it gives them ease for banking.

9. How likely are you to recommend Bank services to a friend or colleague?

Response

No. of

%age of
48

Respondents

Respondents

Very unlikely

8%

Somewhat unlikely

30

30%

Neither likely nor

unlikely

17

17%

Somewhat likely

35

35%

Very likely

10

10%
8%

10%

30%
very unlikely somewhat unlikely neither likely nor unlikely somewhat likely very likely
35%

17%

Figure: 5.9

Interpretation:
From the above graph it is clear that 8% of the respondents are unlikely to recommend the
products of ING Vysya Bank to their friends and colleagues, 30% said somewhat unlikely,
17% said neither likely nor unlikely 35% said somewhat likely and 10% said very likely.

10. What is your overall satisfaction rating with our bank?

49

Response

No. of Respondents

%age of Respondents

Very dissatisfied

2%

Somewhat dissatisfied

9%

Neither satisfied nor

dissatisfied

21

21%

Very satisfied

48

48%

Somewhat satisfied

20

20%

Satisfaction level of custom ers

Very dissatisfied

Somewhat dissatisfies

neither satisfied nor dissatisfied

verry satisfied

somewhat satisfied
2%
20%

9%

21%

48%

Figure: 5.10
Interpretation:
From the above graph it is clear that 48% of the respondents are very satisfied with the bank,
20% are somewhat satisfied, 21% are neither satisfied nor dissatisfied, 9% are somewhat
dissatisfied and 2% are very much dissatisfied with the bank.

50

CHAPTER- 6

SUMMARY & CONCLUSION

6.1 Result of the Study

51

 Majority of the customers are satisfied with ING VysyaBank.

Majority of the customers are aware of services and extra services offered by ING Vysya
Bank. But not all the services.
The majority of the customers found services of the bank are average.
Majority of the respondents are found the bank is average in maintaining the good
customer relationship.
Majority of the respondent said that they are facing the problem of timeliness and rest are
facing problem of customer relationship and infrastructure.
The perception of the majority of the customer regarding the bank is good because
majority of the customers are satisfied with the bank and they also recommend the
products of the bank.
The majority of customers are more interested in FDs, mutual funds and saving a/cs.
The majority of the customers are satisfied with the dealing of the officials upto some
extent.
Main factor that attract customers towards bank is the services of the bank.
Services that are most used by the customer are saving a/c, FDs, current a/c and loans.

52

6.2

Limitations

It is said, Nothing is perfect and if the quite is true, I am sure that there would be few
shortcoming in this project also. Sincere efforts have been made to eliminate discrepancies as far
as possible but few would have reminded due to limitations of the study. These are:
ING Vysya Bank have a very few branches in Northern India
ING Vysya Bank have fewer banking/financial product compare to other
ING Vysya Bank have very few ATM .
Research is only done in Delhi.
Limited sample size.
Research is self-financed so money is a major constraint
The information given by the respondent might be biased some of them might not be
interested to given correct information.
Respondents are biased toward their current bank.
Time is 6 weeks, so much of economic fluctuations are not seen

6.3 Suggestions

53

 Many of the respondent are not aware about their key services. Bank has to take some
initiatives.
Bank can post a list of services that they can rendered to the customer inside the bank
premises.
ING Vysya Bank has to improve its brand image i.e. create a position in the mindset of the
customer.
It should more emphasize on advertisement. Advertisement is a most powerful tool for
position and brand in the mindset of customer.
ING Vysya Bank should ask for their customer feedback to know whether the consumer are
satisfied or dissatisfied.
Due to intense competition in the financial market. ING Vysya Bank should adopt better
strategy to attract more customer.

54

Conclusion
By the study we conducted on Customer satisfaction, we can conclude that:
This study has helped the company to measure the level of satisfaction in customers who were
there in the area of Delhi and NCR, where company got good results.
The majority of customers are satisfied. But the bank should target on the rest of the customers
who are not satisfied. The customers are aware about the banks services but the Bank should try
to create more awareness among people. ING Vysya Bank should lay more stress on
advertisements, both in print as well as in other media for this purpose. Number of formalities
should reduce, as customer feels irritated with lots of formalities and it will save the time of
customer and Bank also.

55

BIBLIOGRAPHY
WEBSITES

www.ingvysyabank.com
www.moneycontrol.com
www.economictimes.com

REFERENCES
Anderson EW, Mittal V (2000). Strengthening the satisfaction-profit chain. J. Serv. Res.,
3(2):107-120
Burnham TA, Frels JK, Mahajan V (2003). Consumer switching costs: a typology, antecedents,
and consequences. J. Acad. Mark. Sci.,31(2):109-126.
Cheng SH, Yang MC, Chiang TL (2003). Patient satisfaction with and recommendation of a
hospital: effects of interpersonal and technical aspects of hospital care. Int. J. Qual. Health Care,
15(4): 345-355.
Department of Health (Taiwan, R.O.C) (2009). Health and vital statistics. Retrieved July 30,
2010, fromhttp://www.doh.gov.tw/statistic/index.htm.
Jham Vimi (2005), Insights into Customer Interactions in the Banking Industry: A Qualitative
Relationship Marketing Study,Review of Professional Management, Vol. 3, No. 1, pp. 10-17
Jayshree Chavan, Faizan Ahman (2013), Factors affecting customer satisfaction in Retail
Banking: An Emperical Study, International Journal of Business and Management Invention,
Vol.2, Issue1, PP. 55-62.
Kamel H. and Hassan I., (2003), A study on risk factors of Internet Banking, International
Journal of E-Banking, Vol.5, No.4, pp.17-22.
Shil Nikhil and Das Bhagaban, (2008), A Study of Customer Satisfaction with Regard to
Banking: An application of QFD, The Icfain Journal of Management Research, Vol. VII, No. 8,
pp. 7-26.

56

ANNEXURE

57

Questionnaire
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 in Delhi region. 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 :-

Age:Address:Occupation:-

Service
Professional
Businessman
Others (Please Specify)..

58

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. For how long you are part of ING Vysya Bank?

Less than 6 Months

( )

Less than 1 Year

( )

Less than 2 Years

( )

More than 2 Years

( )

2. What Product or Services are you currently availing from the bank?
Savings A/C

Current A/C

Mutual Funds

Loan

Fixed Deposit

Life Insurance

Locker
3. Are you aware of the different services offered by ING Vysya Bank?
Yes

( )

No

( )

7. How satisfied are you with the services provided by the bank?
Highly Satisfied

Satisfied

Neither
Satisfied
Dissatisfied

59

Nor

Dissatisfied

Highly Dissatisfied

5. What services of the banks would you rate the best?

Savings A/C

Credit Card

Fixed Deposits

Insurance

Current A/C

Mutual Funds

De-mat A/C

Loans

6, What is your most frequent point of interaction with the bank?

Visit Branch

ATM

Phone Banking

Drop Box

Internet Banking

Mobile Banking

8. 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

1.

Bank charges

2.

Customer care

3.

Variety of saving bank account

4.

Behavior of the staff

5.

Working Hours

6.

Location

7.

Processing Speed

8.

Grievance/queries handling

60

9. 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

SRONGLY
STRONGL
DISAGREE AGREE

STATEMENTS

1
1

I will prefer, if my friend recommends me to

open an account in a particular bank.

I am very cautious about Average Quarterly

Balance non-maintenance charge.

I am generally motivated by the television

advertisements for saving bank account.

I am generally bothered about the distance

between my home and the Bank.

I prefer saving bank account as it is popular.

I give preference to instant alert, net-banking,

phone banking, and mobile banking.

9. How likely are you to recommend Bank services to a friend or colleague?

(1) Very unlikely

( )

(3) Neither likely nor unlikely ( )

(5) Somewhat likely

(2) Somewhat unlikely ( )

(4) Very likely

( )

10. What is your overall satisfaction rating with our company?

(1) Very dissatisfied

( )

(2) Somewhat dissatisfied

( )
61

( )

(3) Nether satisfied nor dissatisfied

( )

(4) Very satisfied

( )

(5) Somewhat satisfied

( )

Any other suggestions regarding the bank please mention:

.
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..
Signature of the respondent

62