1

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

Datta meghe institute of management Studies

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Datta meghe institute of management Studies

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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.

Datta meghe institute of management Studies

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Datta meghe institute of management Studies

Shaista Anjum

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 data 2. 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 the sample. 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.

Datta meghe institute of management Studies

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Datta meghe institute of management Studies

Shaista Anjum

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 Contingent accounts (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 of withdrawal. 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 Loan Cash 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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INTRODUCTION ABOUT RETAIL BANKING:

Retail banking is, however, quite broad in nature - it refers to the dealing of commercial banks with individual customers, both on liabilities and assets sides of the balance sheet. Fixed, current / savings accounts on the liabilities side; and mortgages, loans (e.g., personal, housing, auto, and educational) on the assets side, are the more important of the products offered by banks. Related ancillary services include credit cards, or depository services. The issue of retail banking is extremely important and topical. Across the globe, retail lending has been a spectacular innovation in the commercial banking sector in recent years. The growth of retail lending, especially, in emerging economies, is attributable to the rapid advances in information technology, the evolving macroeconomic environment, financial market reform, and several microlevel demand and supply side factors. India too experienced a surge in retail banking. There are various pointers towards this. Retail loan is estimated to have accounted for nearly one-fifth of all bank credit. Housing sector is experiencing a boom in its credit. The retail loan market has decisively got transformed from a sellers market to a buyers market. All these emphasize the momentum that retail banking is experiencing in the Indian economy in recent years. Retail banking refers to provision of banking services to individuals and small business where the financial institutions are dealing with large number of low value transactions. This is in contrast to wholesale banking where the customers are large, often multinational companies, governments and government enterprise, and the financial institution deal in small numbers of high value transactions.

The concept is not new to banks but is now viewed as an important and attractive market segment that offers opportunities for growth and profits. Todays retail banking sector is characterized by three basic characteristics: Multiple products (deposits, credit cards, insurance, investments and securities) Multiple channels of distribution (call center, branch, and internet) Multiple customer groups (consumer, small business, and corporate).

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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, 3)Canara Bank, 5)HDFC Bank, 7)Kotak Mahindra Bank, 9)Citibank, 11)ABN AMRO Bank 2)State Bank of India, 4)Punjab National Bank 6)ICICI Bank, 8)Standard Chartered Bank, 10)HSBC 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 newgeneration 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-Resident Indians.

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 tieups 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 solarpower 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 concept and 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. IndusInd Bank Ltd has launched its Banking on the Net service on March 24 and launch its site www.indusind.co.in 1998.

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.

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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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Mumbai, April 18, 2011: The Board of Directors of IndusInd Bank Ltd. Today approved and adopted its Audited Financial Results for the fourth quarter and full year ended March 31, 2011

Performance Highlights at a glance:

Q4 FY11

Q4 FY10

YoY 12 12 YoY growth months months growth (%) FY11 FY10 (%) 75.34 48.66 577.32 350.31 64.80 53.67

Net Profit (Rs. crore) Operating Profit (Rs. crore) NII (Rs. crore)

171.76 298.03

97.96 200.48

1081.67 703.89

388.08

272.79

42.26

1376.49 886.41

55.29

Total Non 181.63 Interest Income (Rs. crore) Core Fee 164.85 Income (Rs. crore) EPS (Rs.) (not 3.69 annualized)

132.36

37.22

713.66

553.48

28.94

112.21

46.91

629.43

432.27

45.61

2.39

54.39

13.16

9.01

46.06

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Composition of Deposit

Term Deposit(54.90%) CASA(30.80%) Recurring Deposit(14.30%)

IMPROVEMENT IN CASA RATIO (%)SINCE FY08

30 25 20 24 15 10 5 0 Yr.08 Yr.09 Yr.10 Yr.11 22.5 19.2 15.7

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Performance highlights for the 12-month period ended March 31, 2011 is:
Net Interest Income (NII) was Rs. 1376.49 crore as compared to Rs. 886.41 crore in the corresponding period of the previous year, up 55.29%. Operating Profit was Rs. 1081.67 crore as against Rs. 703.89 crore in the corresponding period of the previous year, up 53.67%. Net Profit was Rs. 577.32 crore as against Rs. 350.31 crore in the corresponding period of the previous year, recording a jump of 64.80 %.

The CASA (Current Accounts-Savings Accounts) ratio improved to 27.15% as against 23.67 % in 2009-10.

Peer Comparison Company ICICI Bank HDFC Bank Axis Bank Kotak Mah. Bank IndusInd Bank Yes Bank Federal Bank ING Vysya Bank Karur Vysya Bank J & K Bank South Ind.Bank Stand.Chart.PLC Karnataka Bank Market Cap (Rs. in Cr.) 107,747.98 106,626.99 49,884.47 32,725.15 11,950.45 10,335.67 6,559.00 4,962.64 4,018.39 3,996.93 2,457.97 1,970.40 1,876.55 P/E P/BV EV/EBIDTA ROE ROCE D/E (TTM) (TTM) (x) (%) (%) (x) (x) (x) 19.74 25.39 13.90 37.06 18.70 13.14 10.91 14.45 8.97 6.13 7.77 0.00 9.02 1.96 4.20 2.63 4.81 3.12 2.72 1.29 1.42 1.89 1.15 1.45 0.00 0.77 17.68 19.25 17.96 21.58 15.27 15.27 14.81 16.09 13.58 14.79 14.19 0.00 13.94 9.7 16.7 19.3 14.4 19.3 21.1 12.0 13.4 22.1 19.0 18.5 20.6 9.6 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.0 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00 0.00

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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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3. Products & Services

IndusInd Bank provides multi-channel facilities, which comprise of ATMs, Net Banking, Mobile Banking, Phone Banking, Multi-city Banking and International Debit Cards. It is also credited for being one of the first banks to become a part of RBIs Real Time Gross Settlement (RTGS) system.

Enlisting the help of KPMG, IndusInd Bank has adopted an enterprise-wide risk management system, including global best practices in the area of Risk Management.

The

other

products

and

services

offered

by

the

bank

include:

PERSONAL BANKING
1. Accounts IndusInd Bank understands the need for customized banking solutions which help manage customer finances better by saving their time and money. A wide range of accounts cater to the varying needs at every stage of customers life, and make banking effortless.

(A) Indus Classic Savings Account

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Features & Benefits: IndusInd Bank presents a Savings Bank account with a host of facilities to make banking more convenient: Debit Card Banking at your convenience Internet Banking Cheque Book Statements & Nomination No need to carry cash anymore

(B) Indus Easy Savings Account

Features & Benefits: Customer gets all banking facilities at Zero minimum balance and Simplified documentation Simplified Processes ATM Card Banking as per your convenience Internet Banking Cheque Book Statements & Nomination

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(C) Indus Privilege Savings Account

Features & Benefits: IndusInd Bank presents a Savings Bank account which offers a host of features and benefits 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 Flexi Recurring Deposit.

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Flexi Recurring Deposit Standing Instruction TDS not applicable

(E) Indus Maxima Savings Account

Features & Benefits: Bank welcomes customer to explore the world of Maximum benefits, convenience and rewards with Indus Maxima. List of Exclusives

Maximum Platinum VISA Debit Card 2 Free Add-on Accounts Host of free services & benefits Anywhere Banking Relationship Banking

DEPOSITS:
Customer has worked hard to earn their money. Now, bank let their money work hard to earn for them with IndusInd Bank Fixed Deposits.

The BENEFITS of fixing your deposits with IndusInd Bank a. Flexible range of tenures to suit customer investment plans b. Choice of various Fixed Deposit schemes c. Interest payable monthly, quarterly, half yearly, annually or at maturity as per customer convenience d. Interest is payable by cheque or by credit to customer Savings / Current account e. Competitive interest rates

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f. Nomination facility available g. Partial withdrawals permitted h. Auto Renewal facility i. Special rates for Senior Citizens j. Recurring Deposit which encourages savings. (A)Sweep - In / Out Deposit

Features & Benefits: IndusInd Bank offer Sweep out facility over a cut off limit in CA and SB accounts. Similarly, the Term deposits would be closed and credited to the CA/SB account (Sweep-in) as and when it is required, with minimum interest loss to the customer Minimum Deposit amount:

Savings Account- As per the account type held, refer to specific Savings Account product feature

Current Account- As per the account type held, refer to specific Current Account product feature

Interest Rate: As applicable to Term deposits including Senior Citizen benefits TDS in Interest: Applicable to the Term deposits Deposit Tenor: 30 days to 24 months Nomination facility: Available Premature Closure: Allowed

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(B)Young Saver Deposit

Features & Benefits: 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 Premature Closure: Allowed

(C) Senior Citizen Scheme

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Features & Benefits: Special rate is applicable to Senior citizen those who have completed 60 years of age. In case of joint deposits, the first name should be of the Senior citizen. Deposits under Senior citizen should not be used as security for commercial purposes Minimum Deposit amount: Rs.25000/- No maximum Interest Rate: + 0.50% than the actual rate for General Public TDS in Interest: Applicable Deposit Tenor: 7 days to 120 months Nomination facility: Available Premature Closure: Allowed

(D)Regular Recurring Deposit

Features & Benefits: IndusInd Bank accumulates customer monthly installments with high yield through its Recurring Deposit Scheme Opening Balance: Rs.500/Interest Rate: As applicable for term deposits including the benefits of Senior Citizens TDS in Interest: No TDS as per current regulations

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Deposit Tenor: 12 months to 120 months Nomination facility: Available Premature Closure: Allowed

(F) Flexi Recurring Deposit

Features & Benefits: 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 Deposit Tenor: 12 months to 120 months Nomination facility: Available Premature Closure: Allowed

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3. Loans IndusInd Bank offers a range of loan schemes for all the special needs that require finance. Features:

Simple Paperwork Fast Processing

(A) Home Loan

Features & Benefits Attractive Interest Rates Easy Documentation Fast Processing Transparent Dealings Door step service Housing loan is extended for the purpose of Purchase of land and construction of a residential property Purchase of New Flat / House Purchase of old house / flat along with undivided share of land Extension/ modification of existing house / flat Loan against property (Residential property) Balance takeover from banks/HFC

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(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

Features & Benefits: 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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(D)Two - wheeler Loan

Features & Benefits:

Easy Payment option Direct debit from Indusind Savings/ Current Account or Post dated cheques

(E)Construction Equipment Loan

Key Features: For any business to succeed, the availability of funds throughout its life cycle is of paramount importance. We offer a wide range of services for funding of commercial vehicles and construction equipments. The limits are fixed keeping in view the customers need for funds against the value of the security, margin available and credit worthiness of the borrower. At first, the customer requirements are properly understood and documented. After this the customer requirements are matched with company capability and services are offered as per the requirements of the customer within the overall policy framework/procedural guidelines.

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(F)Loan against Shares

Indus Demat Cash Scheme The loan is given for any of the purposes broadly categorized as under Personal Purposes: For meeting personal expenses like for marriage, housing, education, medical etc. Business Purposes: For meeting financial requirements for your professional or business purposes other than operations on stock markets Features & Benefits: Loan Amount Security

Minimum Rs. 1lacs, Maximum Rs. 20lacs. Equity Shares of the Companies on the approved list of the Bank held in demat form. Margin

40% of the value of shares for approved Stocks only. Value of Shares

Current Market Price Period of Loan

For 12 months. May be renewed on request, at Bank's discretion

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4. Debit Cards
IndusInd Bank brings customer a suite of premium and utility debit cards with best in class features and benefits which make banking and spending a pleasure. Whats more, customer get rewards and redemption options like never before! ATM NETWORK India: Over 600+ ATMs of IndusInd bank in India Over 60,000 VISA / PLUS ATMs in India

International: Over 1 million VISA / PLUS ATMs across the globe

(A) International Classic VISA Debit Card

Features & Benefits: Easy Access No Need to Carry Cash Anymore Indus Money Secure Online Shopping Complimentary Card Insurance

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Daily Transaction Limits:

The daily limits per card are as follows:

For ATMs: Rs. 25,000*# For Shopping & Purchases (Online / At Merchant Establishments): Rs. 50,000* For Visa Credit Card Bill Payment: 49,999 per day (B)International Gold VISA Debit Card

Features & Benefits: Easy Access No Need to Carry Cash Anymore Indus Money Offers Secure Online Shopping Complimentary Card Insurance

Daily Transaction Limits:

The daily limits per card are as follows:

For ATMs: Rs. 50,000*# For Shopping & Purchases (Online / At Merchant Establishments): Rs. 1,00,000* For VISA Credit Card Bill Payment : 49,999 per day*

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(C)Maximum Platinum VISA Debit Card

Features & Benefits: Maximum benefits for Maximum joy Maximum Limits Happiness has no limits!

For Shopping & Purchases (Online / at Merchant Establishments): Rs.3, 00,000/- per day * For ATM Cash Withdrawals: Rs.2, 00,000/- per day* For Visa Credit Card Bill Payment: Rs.49, 999/- per day * Maximum Protection Complimentary Card Insurance Secure Online Shopping Maximum Rewards

(D)Indus Money

Features & Benefits: A unique loyalty program for customers, which rewards customer for all types of spends using your IndusInd International Debit card customer can use any of bank Direct Banking Channels viz. ATMs and Internet Banking, or can swipe their card at

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a merchant outlet, to avail of the benefits under this program. And if someone who prefers cash for shopping and miscellaneous payments, he'll not feel left out either, as bank reward customer for ATM withdrawals as well!* (E)Secure Online Shopping

Features: Customer Experience the convenience of shopping and making their e-payments online. Customer can use IndusInd Bank Debit Card online for all shopping, billpayments & e-Payments.

5. Investments
IndusInd Bank offers personalised investment options to help achieve customer financial objectives. Solutions are tailor-made to suit each individual's requirements. Bank offer a host of financial instruments that includes Fixed Deposits, Mutual Funds, Bonds and Insurance products (A) e-Trading

Proposition

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

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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

Features & Benefits:

Attractively priced gold coins (5gm and 10gm) and ingot (50 gm) Magnificently designed product, presented in Tamperproof Assay Certified Certicard Highest purity 99.99% 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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(E) Alternate Investment Products

Alternate Investment Products comprise of three main products- structured Products, Private Equity and Portfolio Management Services.

Portfolio Management Services Structured Products Private Equity

6. Insurance
IndusInd Bank offers customized solutions that include Accident, Health, Liability, Marine, Motor, Property, Travel & Rural Insurance for individuals as well as corporate customers in association with Cholamandalam MS General Insurance CompanyLtd.

(A) Health Insurance

Features & Benefits

Pre-Hospitalization Hospitalization Post-Hospitalization Day Care Procedure Local Ambulance Service

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(B) Motor Insurance

Features & Benefits :

Cholamandalam Motor Insurance policy protects CUS vehicle from losses or damages that can occur due to:

Fire, explosion, self-ignition, lightning Burglary, house breaking, theft Riot & strike Earthquake (fire & shock damage) Flood, Typhoon, Hurricane Storms, Tempest Inundation, Cyclone, Hailstorm, Frost Accidental external means Malicious act Terrorist activity Landslide, Rockslide Whilst in transit by road, rail, inland waterway, lift, elevator or air

(C) Home Insurance

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Features & Benefits: 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 o o

Silver Cover a simple, cost-effective plan Gold Cover a comprehensive, value plan Platinum Cover a high-end plan (E)Life Insurance

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IndusInd Bank offers customized insurance solutions which offer comprehensive product portfolio meeting all customer life cycle needs of Child planning, Savings, Retirement Planning and Protection in association with Aviva Life Insurance.
0

Features & Benefits:

With a strong sales force of over 30,000 Financial Planning Advisers (FPAs), Aviva has initiated and pioneered many innovative sales approaches, including the concept of Banc assurance and Financial Health Check services.

A seasoned team of fund managers make our fund management are one of the key differentiators with Aviva. Keeping with Avivas commitment of social responsibility, Aviva has been successful in reaching out to the underprivileged strata through their Micro insurance initiatives.

Aviva brings , not just a robust product portfolio meeting all lifecycle needs related to Savings, Retirement, Investments and Protection but right investment strategies that will help Customer to plan for a secured future

7. Demat
Shares are traditionally held in physical or paper form. This method has its own inherent weaknesses like loss/theft of certificates, forged/fake certificates, cumbersome and time consuming procedure for transfer of shares etc. Therefore, to eliminate these weaknesses, a new system called Depository System was introduced in India after the enactment of the Depositories Act 1996 (A) Demat Account

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Depository System provides the following advantages to an investor: Shares cannot be lost or stolen or mutilated. Customer never need to doubt the genuineness of shares i.e., whether they are forged or fake. Share transactions like transfer; transmission etc. can be effected immediately. Transaction costs are usually lower than that in the physical segment. There is no risk of bad delivery. Bonus/Rights shares allotted to customer will be immediately credited to their account. Customer will receive the statement of account of their transactions/holdings periodically.

(B)Credit Card IndusInd Bank understands that their customers are unique and special. Hence bank has created different credit cards that complement customers lifestyle and offer more than they expect.
Premium Credit Cards Lifestyle Simplified, Privileges redefined o o o o Signature Credit Card Platinum Credit Card Platinum Select Credit Card WorldMiles Credit Card

Co-branded Credit Cards

Parterned

to

build

lasting

relationships o IndusInd Bank Matrix Credit Card

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o o

IndusInd Bank Miles & More Credit Card IndusInd Credit Card Bank Landmark

Other

Credit

Cards

o o o

IndusInd Bank Gold Credit Card IndusInd Bank Business Credit Card IndusInd Bank Credit Card

Loan on Credit Cards o o Indus Easy EMI Indus Easy Loan

Services o o o o Payment Options Payment Information Form Centre Secure Online Shopping

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ANALYSIS OF THE DATA COLLECTED THROUGH THE QUESTIONNAIRE

I have analyzed the data collected through the questionnaire and have classified the data into tables.

TABLE-I
The given below BAR graph shows the response of 100 customer.

SERVICES EXPECTED FROM INDUSIND

QUICK RESPONSE GOOD CUSTOMER RELATION EXTRA FACILITY FOR EXISTING CUSTOMER

38 37 25

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40 35 30 25 20 15 10 5 0 SERVICES EXPECTED GOOD CUSTOMER RELATION EXTRA FACILITY FOR EXISTING CUSTOMER QUICK RESPONSE

INTERPRETATION:

Out of 100 customers, 38 of them said that they expect QUICK RESPONSE from the INDUSIND bank, 37 said they expect GOOD CUSTOMER RELATION and 25 customers said that they expect EXTRA FACILITY FOR EXISTING CUSTOMER.

TABLE-II
The given below Bar chart shows the SATISFACTION LEVEL OF CUSTOMER AFTER AVAILING RETAIL PRODUCT SATISFACTION LEVEL

SATISFIED NORMAL DISSATISFIED

42 34 24

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45 40 35 30 25 20 15 10 5 0 SATISFIED NORMAL DISSATISFIED

INTERPRETATION: Out of 100 customers 42 were found SATISFIED after taking loan from INDUSIND, 34 Customer were NORMALY satisfied and 24 were DISSATISFIED because of interest charged, and behavior of the employee.

TABLE-III
The given below Bar chart shows the CUSTOMER WANTS TO TAKE ANOTHER RETAIL PRODUCT FROM INDUSIND

CUSTOMER WANTS TO TAKE ANOTHER RETAIL PRODUCT FROM INDUSIND

YES NO

68% 32%

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70 60 50 40 30 20 10 0 1 2 YES NO

Interpretation:

Out of 100 customers, 68 would like to take another Retail Product from Indusind but 32 would not like to take another product.

TABLE-IV
The given bar graph shows the influencing factor for taking retail product from indusind INFLUENCING FACTOR PRODUCT FROM INDUSIND ADVERTISEMENT FRIENDS EASY AVAILABILITY TRUST 26 20 22 32 FOR RETAIL

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35 30 25 20 15 10 5 0 INFLUENCING FACTOR

ADVERTISEMENT EASY AVAILABILITY TRUST

FRIENDS

Interpretation: Out of 100 customers, 32 said trust, 26 said advertisement,22 said easy availability and rest 20 said friends and relatives about the influence factor .

TABLE-V
The given Pie chart shows the processing procedure while availing retail product:

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28 %

30 %

Excellent Good Average

42 %

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:

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24%

21%

Excellent Good Average

55%

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.

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TABLE-VII
The given Pie chart shows the interest rate charged upon the loan available:

15%

Excellent 49% Good Average 36%

Interpretation: Out of 100 peoples 49 said averages, 36 said good and 15 said excellent about the interest rate charged upon the loan available.

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CONCLUSION:
Indusind is providing good services to the clients during sanctioning the loan and other retail product. They cooperate with the clients to given maximum benefits. Different banks offer same product but services only aspect, which differentiate banks products.

Services through corporate banking, personal banking Indusind reaches among the maximum number of customers among private banks among the country and More than average number of customers were found satisfied by the offered services of INDUSIND.

FINDINGS:
Customers were satisfied from the quick response and good customer relationship. Customer found employees of INDUSIND very helpful and cooperative.

Customer are more influenced for taking loan and other retail product from Indusind because of trust, customers have on Bank.

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Customer found the procedure of availing retail product is simple and hassle free.

RECOMMENDATION:
Their should be a separate section to deal with the customer queries and other responses. When a customer comes to know about the product one should say more about its value and benefits.

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QUESTIONNAIRE

Dear Sir/ Madam,

As part of my MBA curriculum, I, Shaista Anjum, conducting a market research regarding the marketing of retail banking for which I need your personal views regarding banking products & services in shape of a questionnaire designed by me. The data being collected are solely for academic purpose. I request you to kindly extend your co-operation.

1) Name: 2) Profession: 3) Age group :( please tick) A) 18-30 yrs. B) 31-40 yrs C) 41-50 yrs. D) 51-60 yrs.

4) Annual Income (in Rs.):-

A) 60,000-2lakhs

b) 2lakhs-4lakhs

c) 4lakhs-10lakhs

d) Above 10lakhs

5) What kind of service or services do you expect from Indusind Bank?

A) Quick Response B) Good Customer Relation C) Extra Facility for Existing Customer 6) Are you satisfied with your Debit/Credit card services?

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Yes

No

7) Are you satisfied with net- banking facilities? Yes No

8) Which retail banking product have you availed? A) Any Type of Loan C) Any Type of Insurance B) Any Type of Investment D) Any Account

9) How do you find the processing procedure while availing the Retail Product?

A) Excellent

B) Good

C) Average

D) No idea

10) How do you find the cooperation of the bank employees in processing and helping you with documentation?

A) Excellent

B) Good

C) Average

11) How do you find the interest rate given on the fixed deposit account?

A) Excellent

B) Good

C) Average

12) Your overall level of satisfaction with lndusind: A) Satisfied B) Normal C) Dissatisfied

THANK YOU!!!

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References:

www.indusind.com Banking Law and Practices (S.N.Maheswari) The Economic Times

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