AU FINANCERS(INDIA)PVT.LTD.

COMPARITIVE ANALYSIS OF FINANCIAL PRODUCTS AND SERVICES

OF AU FINANCERS WITH NON BANKING FINANCE COMPNIES

A report submitted towards the partial fulfilment of the requirement of 2 years

full time in Post Graduate Diploma in Management

SUBMITTED BY:

Post Graduate Diploma in Management

NILESH JAIN

(2007-09)

SOBHASARIYA ENGEENRING COLLEGE

GOKUALPIRA NH-11 SIKAR

1
CERTIFICATE

2
 PREFACE

To maintain and cope up with the growing competition where a customer today has

an appetite for different needs and luxury the banking Industry has to broaden the

horizon of their products and services so that their comes a broad scope in front of a

customer to choose their Bank on which they can bank upon. And it is the

responsibility of the concerned bank to provide their customers a better service with

high degree of satisfaction by providing them the different credit facilities and

services.

The Broad objective of the project is to know about the different financial products

and services provided by multinational banks and private banks in present scenario.

This project will accomplish to understand how the people are attract with factors

like technology, charges, services and it will also help to understand the customers’

perception about the different banks ,its product and services and thus it will help in

comparison and analysis of different banks on the basis of products and services.

3
 ACKNOWLEDGEMENT

The summer training at AU FINANCERS (INDIA)PVT.LTD.JAIPUR started from

15th July and ended on 30th augest which was a part of curriculum of Post Graduate

Diploma In Management ,rajasthan technical university kota and my experience

at my work place was extremely good. During my summer training I had a good

experience and knowledge of the corporate world.

Since no work is a single man’s effort. Cooperation, guidance and coordination are

required at various levels for the successful completion of a project.

I take this opportunity to express my gratitude to all those people who helped me in

successful completion of my project. I extend my sincere thanks to my faculty guide

Mr AANCHAL SHARMA, who helped me in all possible ways and constantly

encouraged me throughout my project. I also thank her for her valuable guidance and

for being understanding and supportive. I am particularly indebted to Ms. ANJNA,

my company guide for his helpful guidance, comments and suggestions on

throughout my project.

I am also grateful to the respondents who filled my questionnaires and helped me in

gaining an insight of “Standard Chartered” as a brand in the Indian market. Their

feedback has given my project a direction. All errors, if any, in the project are my

sole responsibility.

I would also like to express my gratitude towards my parents and friends, who have

always been my source of inspiration and motivation.

WITH REGARDS

NILESH JAIN

PGDM (2007-09)

4
 CONTENTS

1. INTRODUCTION 7-9

• ABOUT THE PROJECT

2. COMPANY PROFILE 10-23

• ABOUT THE COMPANY

• HISTORY

• PRODUCTS/SERVICES

3. REVIEW OF LITERATURE 24-25

4. COMPARITIVE ANALYSIS 26-33

5. SWOT ANALYSIS 34-35

6 .RESEARCH METHODOLOGY 36-37

• RESEARCH OBJECTIVE

• RESEARCH DESIGN

8. OBSERVATIONS AND DATA ANALYSIS 38-64

9. FINDINGS 65

10. CONCLUSION 66-67

11. EXECUTIVE SUMMARY 68-69

5
12. BIBLIOGRAPHY 70

13. APPENDICES 71-75

• QUESTIONNAIRE

6
INTRODUCTION

ABOUT THE PROJECT

The research work is all about to have a broad look over the FINANCIAL

PRODUCTS and SERVICES of STANDARD CHARTERED and of different

MULTINATIONAL BANKS and PRIVATE SECTOR BANKS. I have examined

thoroughly areas such as- The Indian banking system has its roots in the nineteenth

century but the character and structure of the system has, however, changed

substantially. Since the mid-1970s, there has been a spectacular growth in the spatial

distribution of bank branches and in the size of their deposits and advances.

As the size of the banking sector increased, the industry became difficult to manage.

Computer technology offered a possible solution. For a long time Indian banks faced

very little competition and operated in a protected economy.

The market for banking products and services has become more competitive than ever

before. With the steady fall in interest rates over the last two years, customers are

looking for alternate avenues for savings and investments such as pension funds,

mutual funds, life insurance products etc.

The multinational banks and some of the new private sector banks in the country have

seized the opportunity very well.

The next phase consists of the research which is object oriented and has a realistic

approach towards the different products and services offered by BANKING

INDUSRY.I have done detail analysis of financial product and services of

STANDARD CHARTERED BANK and comparison with different BANKS.

7
RATIONALE

The motive behind the topic which I have choosed is to know the different financial

products and services that are offered by STANDARD CHARTERED BANK and

different products and services offered by other multinational banks and other private

sector banks.

It focuses on

1) The FINANCIAL PRODUCTS and SERVICES of STANDARD CHARTERED

2) The products and services of different banks.

3) Comparative analysis

4) Customers perception about products and services offered by the Banking Industry.

SCOPE

1. From the study, I came to know about the problems faced by the existing

as well as prospective customers regarding different products and

services.

2. The study will help to know the trend of banking industry few years

down the line.

3. The data was enough to fulfill the objective of the study and to carry out

the project efficiently.

4. The study helps to learn the work culture in and around the organization.

5. The study will help to know the customer expectation and behaviour.

The study provides first hand information regarding the required services.

8
OBJECTIVE

The objective of the project is to analyze the various financial products and services

offered by various multinational banks and then, on the basis of the products and

services offered, compare the performance of these banks with Standard Chartered

Bank. Thus by comparing the performance of the various banks I have to devise

strategies to increase the business for Standard Chartered Bank and discover the

potential market segment which may help Standard Chartered Bank to stay ahead in

the competition.

The specific objective of the project is to do deep analysis of the financial products

and services of different Multinational Banks as well as Private Bank in order to do

comparison. And to fulfil the main objective of the project I had to visit different

Banks to know about their financial products. To support the main objectives I have

used questionnaire to know the rank of different Banks.

9
 COMPANY PROFILE

Overview

Standard Chartered – leading the way in Asia, Africa and the Middle East.

Standard Chartered has a history of over 150 years in banking and is in many of the

world’s fastest growing markets. It has an extensive global network of over 1,200

branches (including subsidiaries, associates and joint ventures) in 56 countries in the

Asia Pacific Region, South Asia, the Middle East, Africa, the United Kingdom and

the Americas. As one of the world’s most international banks, Standard Chartered

employs over 44,000 people, representing 89 nationalities, worldwide.

Standard Chartered PLC is listed on both the London Stock Exchange and the Stock

Exchange of Hong Kong and is ranked in the top 25 among FTSE-100 companies, by

market capitalization.

Serving both Consumer and Wholesale Banking customers, the Bank combines deep

local knowledge with global capability to offer a wide range of innovative products

and services.

Standard Chartered is committed to be the Right Partner to all our stakeholders by

living its values in its approach to managing its people, exceeding expectations of its

customers, making a difference in the communities that we operate in and working

with its regulators. The Bank is trusted across its network for its standard of

governance and corporate responsibility.

10
History

The Standard Chartered Group was formed in 1969 through a merger of two banks:

The Standard Bank of British South Africa founded in 1863, and the Chartered Bank

of India, Australia and China, founded in 1853.

Both companies were keen to capitalize on the huge expansion of trade and to earn

the handsome profits to be made from financing the movement of goods from Europe

to the East and to Africa.

The Chartered Bank

Funded by James Wilson following the grant of a Royal Charter by Queen Victoria in

1853

• Chartered opened its first branches in Mumbai (Bombay), Kolkata and

Shanghai in 1858, followed by Hong Kong and Singapore in 1859

• Traditional business was in cotton from Mumbai (Bombay), indigo and tea

from Calcutta, rice in Burma, sugar from Java, tobacco from Sumatra, hemp

in Manila and silk from Yokohama

• Played a major role in the development of trade with the East which followed

the opening of the Suez Canal in 1869, and the extension of the telegraph to

China in 1871

• In 1957 Chartered Bank bought the Eastern Bank together with the Ionian

Bank’s Cyprus Branches. This established a presence in the Gulf

11
The Standard Bank

• Founded in the Cape Province of South Africa in 1862 by John Paterson.

Commenced business in Port Elizabeth, South Africa, in January 1863

• Was prominent in financing the development of the diamond fields of

Kimberley from 1867 and later extended its network further north to the new

town of Johannesburg when gold was discovered there in 1885

• Expanded in Southern, Central and Eastern Africa and by 1953 had 600

offices

• In 1965, it merged with the Bank of West Africa expanding its operations into

Cameroon, Gambia, Ghana, Nigeria and Sierra Leone In 1969, the decision

was made by Chartered and by Standard to undergo a friendly merger. All was

going well until 1986, when a hostile takeover bid was made for the Group by

Lloyds Bank of the United Kingdom. When the bid was defeated, Standard

Chartered entered a period of change. Provisions had to be made against third

world debt exposure and loans to corporations and entrepreneurs who could

not meet their commitments.

From the early 90s, Standard Chartered has focused on developing its strong

franchises in Asia, the Middle East and Africa using its operations in the United

Kingdom and North America to provide customers with a bridge between these

markets. Secondly, it would focus on consumer, corporate and institutional

banking, and on the provision of treasury services – areas in which the Group had

particular strength and expertise.

12
In the new millennium we acquired Grindlays Bank from the ANZ Group and the

Chase Consumer Banking operations in Hong Kong in 2000.

13
FINANCIAL PRODUCTS OF STANDARD CHARTERED

SAVING A/C

1. Axcess Plus

Get instant cash at over 13,000 ATMs across India and over 8, 10,000 ATMs across

the world through the Visa network. And get a globally valid Debit Card that lets you

shop at over 55,000 outlets in India and at over 12 million outlets across the world.

Unique features

• Free axcess to cash anytime, anywhere, across India

• Phone banking, Internet banking, Multi-city banking, 365 days branches,

extended banking hours, lockers facility and doorstep banking

• Add-on card for your loved one available with the joint account facility

• Choice of photo, non-photo and picture cards

2. Super Value

The unique Super Value savings account is proof that the best things in life come

free. With an average quarterly balance of just Rs. 50,000, you get a host of services

from Standard Chartered absolutely free.

Unique features

• Free globally valid Debit-cum-ATM card

• Free Access to 6500 ATMs in India

• Free Payable at Par cheque book/ account statements / DDs

• Free Doorstep Banking

• Free bill pay

• Free Inter Bank Funds Transfer

• Free Foreign Inward Remittance Certificates

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OTHER BENEFITS OF THE SUPERVALUE ACCOUNT:

• Globally valid debit card - make purchases at over 12 million merchant outlets

and withdraw cash at over 810,000 ATMs worldwide using funds from your

account

• Multicity Banking - access your account even when you are out of town

• Enjoy extended Banking hours at all our branches, and Speed Cheque

Clearing and Metro Clearing facilities

• 24-hour branches, 365 day branches available at select locations

• Phone banking - available to you 365 days a year on a 24-hour basis in the

metros and everyday of the week at other centers

• InterNet banking - access and transact on your accounts through the Internet

from any part of the world

• Free Investment Advisory Services to assist you in investing in a range of

mutual funds

• Full suite of complimentary banking services including credit cards, loan

products and capital market services

3. Parivaar

Parivaar is a unique Wealth Management Solution from Standard Chartered Bank that

offers your family flexibility, convenience and essential tools for wealth

accumulation and preservation. Parivaar is much more than a regular Savings

Account. It allows you maintain your individual identity while allowing you to tap

your family's financial strength. It also offers attractive insurance options to protect

against unforeseen events and the facility of Systematic Investment Plan (SIP), a

unique long-term wealth building tool.

15
Unique features

• Your family can maintain individual savings accounts with the benefit of

clubbing balances in grouped accounts.

• Anytime, anywhere access to accounts through ATMs, Phone Banking and

InterNet banking

• Option of Systematic Investment Plan (SIP), a well known long term wealth

building tool that allows you to invest a fixed amount of money every month

in specific mutual funds. This comes with a direct debit facility and avoids the

need to remember dates and write cheques every month

• Globally valid ATM-cum-debit card can be used at 55,000 merchant outlets in

India and 12 million outlets worldwide

4. Saral

You can now open an account with Standard Chartered Bank, with an average

quarterly balance of as low as Rs. 250. What’s more – you can avail of Anywhere

Banking, by which you can access your account from any branch of Standard

Chartered Bank in India.

Unique features

• Quarterly Average Balance, as low as Rs. 250.

• ATM card & Debit Card available

• 4 free transactions per month at any Standard Chartered Bank channel

(Internet banking, Phone Banking, ATM & Branch)..

• Anywhere banking – Access your account from any branch of Standard

Chartered Bank

16
 • Access to Phone Banking and Internet Banking

CURRENT A/C

1. Business plus

You know that in business time is money. Well, the Standard Chartered Business Plus

Account will save you both time and money. It's designed to cater to all your business

needs and equip you with a range of conveniences unmatched by an ordinary current

account.

Unique features

We believe cost control is a top priority for any business and we offer unmatched

opportunities for you to save your money.

• FREE Multicity (Payable-at-Par) cheque books to save valuable time and

money (payable at all our branch locations)

• FREE drafts and pay orders- upto 75 per quarter

• Express Cheque Collection & National Clearing Speed Service

• FREE Consolidated Account Statement for every quarter FREE Consolidated

Account Statement for every quarter

Flexible banking hours for your convenience

• The option to maintain and operate your account in any of our branches for

free.

• Cheque pick-up or DD/PO delivery/ Cash pick up and delivery as per your

convenience

• Doorstep Banking with timings fixed according to your schedule (daily or

weekly as per your business requirement)

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 • Anytime access to your Business Plus Account from anywhere in the world,

through our FREE Internet banking facility

• Access to your account from the comfort of your home or office with FREE

Phone Banking Access to your account from the comfort of your home or

office with FREE Phone Banking

• Debit Card with axcess Plus benefits so that you can access your money

through over 6500 ATMs across the country Debit Card with axcess Plus

benefits so that you can access your money through over 6500 ATMs across

the country

• Special pricing on Trade Services through our International Trade and

Treasury Services

• Plus your Business Plus Account also gives you the flexibility to upgrade to

our Enhanced Business Plus Account Plus your Business Plus Account also

gives you the flexibility to upgrade to our Enhanced Business Plus Account

Plus your Business Plus Account also gives you the flexibility to upgrade to

our Enhanced Business Plus Account

2. Enhanced Business Plus Account

You run your business efficiently, and effectively. That's why you need a current

account that does the same. The Enhanced Business Plus Account from Standard

Chartered is designed to make better business sense and make your money work most

effectively. It's all you have ever wanted from a current account and more.

Unique features

• We believe cost control is a top priority for any business and we offer

unmatched opportunities for you to save your money

• FREE drafts and pay orders on our branch locations

18
 • FREE* draft offer on correspondent bank locations - upto a limit of Rs.60

lakhs a month

• Multicity cheque books to save valuable time and money (payable at all our

branch locations)

• Special pricing on Trade Services through our International Trade and

Treasury Services

• Express Cheque Collection & National Clearing Speed Service-collection

facility at 60 select locations

• Easy outstation cheque pick up and collection locally at 175 locations

• Quick transfer of funds through internet to other Standard Chartered accounts

or other bank accounts, almost instantaneously and absolutely FREE

• Remote Pay - a facility that allows you to request for a draft payable at 42

select locations, to be delivered to any address within 24 hours

Enhanced Business plus has been designed to reduce your time spent in carrying

out routine transactions to the minimum. Think of it as an extra employee of

your firm

• FREE doorstep banking - cash pick-up and delivery, cheque pick-up, draft /

PO delivery, to and from your home / office. Also available on a fixed daily or

weekly schedule:

• FREE Internet banking

• FREE Phone Banking

• FREE Multicity banking

• FREE Debit Card with axcess Plus benefits

• Flexible banking hours for your convenience

19
Option
Average Quarterly Balance

Enhanced Business Plus 100 Rs.100,000

Enhanced Business Plus 500 Rs.500,000

Enhanced Business Plus1000 Rs.10,00,000**

2-1 ACCOUNT

A unique account that offers you a double advantage, letting you earn the high

interest rate of a fixed deposit while you enjoy the flexibility of a savings or current

account.

How does the 2-in-1 account work?

The 2-in-1 account gives you the facility of linking your fixed deposits with a savings

or current account. In case of any shortfall in the savings or current account, funds

will be automatically swept in from the linked fixed deposits, thus giving you a

combination of both liquidity and higher returns.

In case you need to withdraw amounts in excess of what is available in your savings

or current account, we will break your deposit for the exact amount you require. The

rest of the deposit continues earning the original high interest

Unique features

• Earn fixed deposit interest rates

• Enjoy the flexibility of a Savings or a Current Account

• Free personalized cheque book and Debit/ATM card

• Flexibility of withdrawing money whenever you need it

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Deposit more money in your account to earn a higher rate of interest by placing

subsequent deposits

• Phone Banking for account related information at your fingertips

• CREDIT CARDS

The Standard Chartered Gold Card is more than just a credit card. It's your key to the

best that life has to offer. Special deals at your favourite restaurants, privileged access

to exclusive areas when you're traveling, worldwide acceptance… get used to the

Golden Life

Unique features

Here are some of your exclusive benefits as a Gold Card member:

Privilege access to Airport Lounges: The Standard Chartered Gold Card ensures

your entry into exclusive airport lounges in Delhi, Chennai, and Kolkata. Your

privileges also include complimentary non-alcoholic beverages and snacks.

Global Acceptance

The most widely accepted and respected credit card in over 19 million VISA and

MasterCard establishments worldwide and over 1.1 lac establishments in India and

Nepal.

Balance Transfer Option

Transfer your outstanding balance from any other credit card to the Standard

Chartered global credit card at a special rate lower than the 2.95% p.m. that you are

currently paying

Cash Advance Facility*

Enjoy 24-hour access to cash up to 30% of the credit limit at 850,000 ATMs

worldwide and 6500 ATMs across India.

*Subject to the Bank's credit criteria.

21
Teledraft

Enjoy the convenience of facilities at your doorstep

Picture Card

Give us a picture that is close to your heart and make your card as unique as you want

it to be.

Photo Card

Safeguard your credit car d by opting for a Photo Card

Zero Lost Card Liability

Report the loss of your card to the Bank & you can avail of the Zero Lost Card

Liability

Credit Free Period Spend using your Standard Chartered Credit Card as and when

you please and enjoy the credit free period of up to 52-days.

24 hour Help-lines

Cheque collection boxes

Make payments on your Standard Chartered Credit Card at conveniently placed

cheque collection boxes across centres.

Airline/Railway counters

Your Standard Chartered Credit Card can be used to purchase railway/airline tickets

online or at railway & airline counters and gives you access to exclusive airport

lounges.

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 SERVICES

Going beyond assurances and promises

At Standard Chartered Bank we are willing to go that extra mile and improve our

service for you, our valued customer. Service Guarantee gives you the power to

demand the superior service you truly deserve. Every time a service is delayed

beyond the guaranteed time given below, you can claim INR 50 for each day of the

delay.

The Room service Guarantee

Our representative will meet you within 24 hours of your call.

The ATM card Guarantee You will receive your ATM card within seven working

days of your applying for it.

The Deposit Confirmation Delivery Guarantee

For all new accounts, your deposit confirmation will reach you within five working

days of your submitting the completed account opening forms to us.

The Cheque-book Delivery Guarantee You will receive your cheque-book within

seven working days of your placing your request.

The Finance Against Shares Guarantee

Setting up of limit and enhancement of limit

your overdraft limit will be set up within five working days of receiving your

completed documents, and if you wish to enhance your limit, it will be done within

three working days of receiving your documents and dividend warrants.

23
 REVIEW OF LITERATURE

OVERVIEW OF BANKING INDUSTRY

As we all know that the Indian banking system has its roots in the nineteenth

century.Before 1969 prior to nationalization, banking was concentrated in urban

areas. It was clear that a better banking system was needed to promote the economic

goals of the new Indian state. Rural markets for industrial goods could not be

developed so long as money lenders were charging high rate of interest and they were

the main source of rural credit.

According to experts in banking their has been a substantial growth in the distribution

of bank branches and size. After nationalization, there was also a change in

recruitment policy.However due to the advancement in technology their was

introduction of computer in every field but Banks in India did not, however,

introduce computers on a large scale because of the fear that these would result in

retrenchment and unemployment.

For a long time Indian banks faced very little competition and operated in a protected

economy. The market for banking products and services has become more

competitive than ever before. Simultaneously, a rapidly growing middle class, with an

appetite to borrow from Banks for a better lifestyle, has given banks and financial

services companies an opportunity like never before to finance the demand side of the

Economy.

Now due to the growth in the middle class requirement the private ,public and multi

24
national banks had to broaden the horizon of their products and services to meet their

demand and fulfil their need through credit facilities.

To fulfil the need of their customer the Retail Banking has to be accelerate in the

country.

To be successful in Retail Banking, banks will need to revamp their business model

to (a) build a large volume, highly scalable operation, (b) package and deliver

products rapidly in a dynamic market, (c) leverage effectively on multiple delivery

channels (branch, internet, ATMs etc.) with a view to contain the cost of operations

(d) build relationships with providers of related financial products and services and

move towards converting the network of bank branches into ‘financial supermarkets’.

So their are different FINANCIAL PRODUCTS AND SERVICES that are offered by

the different Banks in order to fulfil the need and the demand of the customer.

Although all banks offer same type of financial products like SAVING ACCOUNT,

CURRENT ACCOUNT,INSURANCE but the scheme varies from one to that of

another, facilities differ from one bank to another bank.

25
 COMPARATIVE ANALYSIS – STANDARD
CHARTERED VS. OTHER MULTINATIONAL BANKS

Bank Standard ABN-AMRO Citibank HSBC

Chartered
Services
1. Branches 68(Metros) & 17(Metros) & 25(Metros) & 30(Metros) &

83(India) 19(India) 35(India) 39(India)

2. ATM’s 165 78 376 158
3.ATM/Debit Yes Yes Yes Yes

Card
4.Charges for Rs. 200 p.a. Rs. 200 p.a. Rs. 100 p.a. Rs. 150 p.a.

ATM card
5.ATM/Debit Yes Yes Yes Yes

Card access to

other banks
6.Charges per 4 transaction 2 transaction Rs. 50 per Rs. 50 per

transaction free/month and free/month and transaction transaction

from ATM’s then Rs. 50 per then Rs. 40 per

of other banks transaction transaction

7.Locker Yes, Rs. 2000 No No Yes

Facility per annum

8.Cheque Yes Yes Yes Yes

deposit boxes
9. Global Yes Yes Yes Yes

Debit card
10. Global Yes Yes Yes Yes

Credit card
11.Average 10 AM – 7 PM 10 AM – 7 PM 10 AM – 2 PM 9 AM – 4 PM

banking hrs
12. Sunday Yes Yes Yes No

26
Banking
13.Minimun 10,000 10,000 10,000 10,000

Balance

Saving
14. Charges Rs. 750 per Rs 200 to Rs Rs 250 per Rs 300 per

for non- quarter 1800 per month quarter

maintenance month

of min.

balance
15.Cash 25,000 25,000 – 50,000 25,000

Withdrawal 1,00,000

per day
16. Cash Yes Yes Yes Yes

transaction

from non-

branch
17.Statement Free Free Free Free

charges
18. 24 hours Yes No No No

branch
19. 365 days Yes Yes Yes No

branch
20.Automated Yes No No No

cheque

reorder
21. Multicity Yes Yes Yes Yes

Branch

banking
22. National Yes Yes(3-5 days) Yes(7-15 Yes

clearing days)
23. Speed Yes Yes Yes Yes

27
Clearing
24. Net Yes Yes Yes Yes

Banking
25. Mobile No Yes Yes Yes

Banking
26.Phone Yes Yes Yes Yes

Banking
27. DMAT Yes Yes Yes Yes

28.Priority Yes Yes Yes Yes

Banking
29.Flexibility Yes No No Yes

of Interest

Rates
30.Door step Yes Yes Yes Yes

Banking
31. Cash Yes(charged) Up to 1 lakh Yes(charged) Yes(charged)

Delivery free & above

charged
32. Cash pick Yes(charged) Yes(charged) Yes(charged) Yes(charged)

up
33. Cheque Yes Yes Yes Yes

pick up

28
 COMPARATIVE ANALYSIS – STANDARD

CHARTERED VS. NEW PRIVATE SECTOR BANKS

Bank ICICI HDFC UTI IDBI

Services
1. Branches 158(Metros) & 194(Metros) & 96(Metros) & 43(Metros) &

508(India) 446(India) 247(India) 120(India)

2. ATM’s 1910 1147 1599 329
3.ATM/Debit Yes Yes Yes Yes

Card
4.Charges for Rs. 99 p.a. Rs. 100 p.a. Rs. 150 p.a. Rs. 100 p.a.

ATM card
5.ATM/Debit Yes Yes Yes Yes

Card access to

other banks
6.Charges per Rs. 50 per Rs. 50-100 per Rs. 50 per Rs. 50 per

transaction transaction transaction transaction transaction

from ATM’s

of other banks
7.Locker Yes, Rs. 750 Yes Yes Yes

Facility per annum

8.Cheque Yes Yes Yes Yes

29
deposit boxes
9. Global Debit Yes Yes No No

card
10. Global Yes Yes No No

Credit card
11.Average 9 AM – 4 PM 10 AM – 4 10 AM – 4 PM 10 AM – 4 PM

banking hrs PM
12. Sunday No No No No

Banking
13.Minimun 5,000 5,000 5,000 5,000

Balance

Saving
14. Charges Rs. 300 per Rs 150 to Rs Rs 200 per Rs 100 per

for non- quarter 500 per month month quarter

maintenance

of min.

balance
15.Cash 15,000 15,000 20,000 25,000

Withdrawal

per day
16. Cash Yes No Yes(Up to Yes(Up to

transaction 1,50,000) 50,000)

from non-

branch
17.Statement Free Free Free Free

charges
18. 24 hours No No No No

branch
19. 365 days No No No No

branch
20.Automated No No No No

30
cheque

reorder
21. Multicity Yes No Yes(selected Yes

Branch cities)

banking
22. National Yes Yes Yes Yes

clearing
23. Speed Yes Yes No No

Clearing
24. Net Yes Yes Yes Yes

Banking
25. Mobile Yes Yes No Yes

Banking
26.Phone Yes Yes Yes Yes

Banking
27. DMAT Yes Yes Yes No

28.Priority Yes(10 lakh) Yes(10 lakh) No No

Banking
29.Flexibility Yes Yes Yes Yes

of Interest

Rates
30.Door step Yes No No Yes

Banking
31. Cash Yes(charged) No No Yes(charged)

Delivery
32. Cash pick Yes(charged) No No Yes(charged)

up
33. Cheque Free once a No Yes(charged) Yes

pick up month

31
 SWOT ANALYSIS

STRENGTHS

1. Diversity, resilience and flexibility.

2. Multinational Bank with a good financial backup from the UK.

3. Quality service is assured if one has a banking relationship with Standard

Chartered Bank

4. Four free transactions from ATMs of any bank plus unlimited access to ATMs

of Standard Chartered Bank across the country in a month.

5. Good infrastructure & good incentives for the result oriented employees.

32
 6. Large number of branches in Metros.

7. Strong sales team who are recruited through tough interviews.

Weakness

1. Number of Standard Chartered ATMs is less than its close competitors.

2. Average quarterly balance is comparatively higher than most of its

competitors.

3. Penalties are higher for non-maintenance of average quarterly balance, cheque

bouncing, etc.

4. Bank charges are high (Demand draft, pay order charges).

5. Customer of middle income group hesitates to start a relationship with

Standard Chartered Bank.

Opportunity

1. Explore the market with Parivaar account.

2. Lot of scope for product variation.

3. Tap the middle income group and the salaried class.

4. Lot of scope for growth in the Indian market.

Threat

1. ATM infrastructure of its competitors.

2. Players have similar strategies.

3. There is not much differentiation between the services and products of other

banks.

33
 RESEARCH METHODOLOGY

RESEARCH OBJECTIVE

Since it is basically a market research project along with some marketing and selling

of financial products, various market research methods were used to accomplish its

goals. I conducted a market survey to know about the various players and their

performance in the industry taking into consideration the various products and the

product related services provided by them.

RESEARCH DESIGN

1. Sampling: Population that was taken as a sample included customers of some

multinational banks like Standard Chartered Bank, ABN-AMRO, HSBC,

Citibank and some new private sector banks like ICICI Bank, HDFC and IDBI.

2. Secondary research

3. Survey research was done through

• Personal Interviews

34
 • Interactions with consumers of different banks.

Questionnaires were designed to conduct interviews.

4. Preparation and tabulation of data.

5. Data Analysis.

The information thus obtained from the survey was used to discover the potential

segment for generating new business for the organization and thereby devise

strategies to generate new business from that potential segment.

LIMITATIONS

1. Only retail banking was taken into consideration while conducting the

market research of Standard Chartered Bank and its competitors. This was due

to limitation of time allotted for the study.

2. The non disclosure of some vital information which could have been

of some help in bringing forth certain other vital issues of importance.

3. Only three Multinational banks and four new private sector banks were

targeted for the purpose of comparison because they share similar services as

Standard Chartered Bank. Indian public sector banks were purposely ignored for

the study.

4. Sometimes it becomes very difficult to compare the performance of

some products offered by the various multinational banks.

5. Support from customers.

6. Sometimes people may not provide us with the correct information.

35
 DATA ANALYSIS AND OBSERVATIONS

1. Do you have an account in any bank?

1.Yes 2.No

Frequency Percent Valid Percent Cumulative Percent

Valid yes 172 86 86 86

no 28 14 14 100.0
Total 200 100.0 100.0

36
 Do you have an account in Bank

100

80
Percentage

60 Yes
40 No

20

0
Yes No

From the above we can come to the conclusion that out of 200 respondents 172

respondents are availing banking facility and they have their account in banks.

2. . Do you have relationships with any bank, if yes, please specify

(a) Standard chartered Bank (b) ABN AMRO

(c) HSBC (d) Citibank

(e) HDFC (f) ICICI

(g) IDBI (h)UTI Others…………………………………...

37
 Frequency Percent Valid Cumulative

Percent Percent
Standard 10 5 5 5

Chartered
ABN 8 4 4 9

AMRO
HSBC 12 6 6 15
CITI 8 4 4 19

BANK
HDFC 34 17 17 36
ICICI 22 11 11 47
IDBI 30 15 15 62
UTI 28 14 14 76
Others 48 24 24 100

200 100 100 100

38
 30

25

20
Percentage

15 S eries 1

10

I
I

BI
C

FC

IC

UT

rs
K
RO

ID
d

AN

he
IC
re

HD
HS
AM

Ot
te

IB
ar

T
N
Ch

CI
AB
rd
da
an
St

From the above analysis we can come to the conclusion that there were many

respondents who were availing banking facility from other banks.

3. Your criteria for choosing a particular bank:

(Please tick the appropriate box, 1- lowest 2 -low 3- average 4 – high and 5

the highest)

Rating Scale

1 2 3 4 5

Features
1. Location
2. Ambience
3. Timings
4. Products

Offered
5. Clarity of

Information
6. Service

39
Factors Affecting the banking habits of people

The banking habits were studied on the basis of six features included in the

questionnaire. The respondents were asked to rate each of these features on a scale of

five factors namely lowest, low, average, high and highest. The following results

were obtained for each of these factors:

1. Location

Location

Cumulative
Frequency Percent Valid Percent Percent
Valid Average 22 11.0 11.0 11.0
High 100 50.0 50.0 61.0
Highest 78 39.0 39.0 100.0
Total 200 100.0 100.0

Location
60

50

40

30

20
Percent

10

0
Average High Highest

Location

From the above figures thus obtained, it can be said that people normally rated the

factor “Location” as high. Thus it can be concluded that location is one of the

most important factor for people while choosing a particular bank.

40
 2. Ambience

Ambience

Cumulative
Frequency Percent Valid Percent Percent
6
Valid Lowest 3.0 3.0 3.0
Low 16 8.0 8.0 11.0
Average 102 51.0 51.0 62.0
High 68 34.0 34.0 96.0
8
Highest 4.0 4.0 100.0
Total 200 100.0 100.0

Ambience
60

50

40

30

20
Percent

10

0
Lowest Low Average High Highest

Ambience

From the above figures, it is pretty clear that people rate the factor ambience” as

average or high. The reason behind rating this factor as normally average is that

people told that they hardly have the time to go to the bank. But they also said that it

does have an effect on people but is not of much importance to them so they rated it

as average.

41
3. Timings

Timings

Cumulative
Frequency Percent Valid Percent Percent
2
Valid Lowest 1.0 1.0 1.0
8
Low 4.0 4.0 5.0
Average 116 58.0 58.0 63.0
High 72 36.0 36.0 99.0
2
Highest 1.0 1.0 100.0
Total 200 100.0 100.0

Timings
70

60

50

40

30

20
Percent

10

0
Lowest Low Average High Highest

Timings

From the above figures it is evident that the factor “timings” is rated as above average

by people. Many people rated this factor as average because they think that all the

banks have the same timings. Therefore it is not of much importance to people while

choosing particular bank.

4. Products Offered

42
 Product Offered

Cumulative
Frequency Percent Valid Percent Percent
Valid Low 34 17.0 17.0 17.0
Average 34434128 64.0 64.0 81.0
High 34 17.0 17.0 98.0
4
Highest 2.0 2.0 100.0
Total 200 100.0 100.0

Product Offered
70

60

50

40

30

20
Percent

10

0
Low Average High Highest

Product Offered

From the above figures it is evident that the factor “products offered” is rated as

above average by people. Many people rated this factor as average because they think

that all the banks offer the same kind of products. Therefore it is not of much

importance to people while choosing particular bank.

5. Information

43
 Information

Cumulative
Frequency Percent Valid Percent Percent
Valid Average 30 15.0 15.0 15.0
High 148 74.0 74.0 89.0
Highest 22 11.0 11.0 100.0
Total 200 100.0 100.0

Information
80

60

40

20
Percent

0
Average High Highest

Information

Most of the respondents rated this factor as high. The reason behind such rating was

that most of the respondents felt that they were not provided with the right

information about the products. So they wanted that they should be provide with the

right information and should not be deceived.

44
 6.Service

Service

Cumulative
Frequency Percent Valid Percent Percent
Valid Average 2 1.0 1.0 1.0
High 80 40.0 40.0 41.0
Highest 118 59.0 59.0 100.0
Total 200 100.0 100.0

Service
70

60

50

40

30

20
Percent

10

0
Average High Highest

Service

This factor was rated by the respondents as the highest. Almost every respondent

rated “Service” as highest because they felt that once they use any product of a bank

then the services which are provided long with the product effect the relationship of

the customers with that particular bank. On the basis of the results obtained from the

survey it can be clearly stated that “Service” is the most important criteria for

choosing a bank.

45
4. Rate the following banks on a scale of 1 to 5 of satisfaction level.

(Please tick the appropriate box, 1 being the lowest and 5 the highest)

Rating Scale

1 2 3 4 5

Bank
1.Standard

Chartered
2. Citibank
3. ABN Amro
4. HSBC
5. HDFC
6. ICICI
7.IDBI

RATING OF BANKS

1. Multi-national Banks

Standard Chartered Bank

46
 Standard Chartered

Cumulative
Frequency Percent Valid Percent Percent
6
Valid Low 3.0 3.0 3.0
Average 64 32.0 32.0 35.0
High 100 50.0 50.0 85.0
Highest 30 15.0 15.0 100.0
Total 200 100.0 100.0

Standard Chartered
60

50

40

30

20
Percent

10

0
Low Average High Highest

Standard Chartered

Standard Chartered Bank is normally rated by people as “high” which means that

people keep a good opinion about Standard Chartered Bank.

ABN AMRO

47
 ABN Amro

Cumulative
Frequency Percent Valid Percent Percent
Valid Average 76 38.0 38.0 38.0
High 120 60.0 60.0 98.0
Highest 4 2.0 2.0 100.0
Total 200 100.0 100.0

ABNAmro
70

60

50

40

30

20
Percent

10

0
Average High Highest

ABNAmro

From the above data it can be stated that ABN Amro also has a good reputation

among multinational banks as it has been rated by most of the respondents as an

above average bank.

Citibank

48
 Citibank

Cumulative
Frequency Percent Valid Percent Percent
Valid Average 60 30.0 30.0 30.0
High 132 66.0 66.0 96.0
8
Highest 4.0 4.0 100.0
Total 200 100.0 100.0

Citibank
70

60

50

40

30

20
Percent

10

0
Average High Highest

Citibank

Citibank has also been rated as an above average bank by the respondents. People feel

that Citibank is providing good facilities along with the products it offers.

HSBC

49
 HSBC

Cumulative
Frequency Percent Valid Percent Percent
Valid Average 12 6.0 6.0 6.0
High 142 71.0 71.0 77.0
Highest 46 23.0 23.0 100.0
Total 200 100.0 100.0

HSBC
80

60

40

20
Percent

0
Average High Highest

HSBC

From the above data, it is pretty evident that HSBC is the best rated bank among all

multinational banks in India. The respondents who had their relationship with HSBC

were very much satisfied with the services provided by HSBC.

New Private Sector Banks

50
ICICI Bank

ICICI

Cumulative
Frequency Percent Valid Percent Percent
4
Valid Low 2.0 2.0 2.0
Average 144 72.0 72.0 74.0
High 50 25.0 25.0 99.0
Highest 2 1.0 1.0 100.0
Total 200 100.0 100.0

ICICI
80

60

40

20
Percent

0
Low Average High Highest

ICICI

ICICI was rated as an above average bank when compared with the multinational

banks and the new private players in this industry. Some respondents had a good

experience with ICICI and were satisfied with the facilities and services provided by

them some were not satisfied with ICICI. So there was a mixed opinion about ICICI.

HDFC

51
 HDFC

Cumulative
Frequency Percent Valid Percent Percent
Valid Low 12 6.0 6.0 6.0
Average 134 67.0 67.0 73.0
High 54 27.0 27.0 100.0
Total 200 100.0 100.0

HDFC
80

70

60

50

40

30

20
Percent

10

0
Low Average High

HDFC

From the above data obtained it can be analyzed that HDFC was rated as an average

bank by most of the respondents. The reason behind such ratings was that people

were not satisfied with the services provided by HDFC. Some had faced the problem

because of non availability of third party transactions while some were tired of a long

queue outside its ATM machines.

IDBI

52
 IDBI

Cumulative
Frequency Percent Valid Percent Percent
Valid Lowest 1 1.0 1.0 1.0
Low 19 19.0 19.0 20.0
Average 76 76.0 76.0 96.0
High 4 4.0 4.0 100.0
Total 100 100.0 100.0

IDBI
100

80

60

40
Percent

20

0
Lowest Low Average High

IDBI

IDBI was also rated as an average bank by most of the respondents. Although a very

few had maintained relationships with IDBI but even these few were not satisfied

with the services and other facilities provided by IDBI.

5.Type of services availed in the above mentioned bank.

53
Bank SCB ABN HSBC Citibank HDFC ICICI IDBI

AMRO

Services
1.Saving A/c
2.Current A/c
3, Term

Deposit
4. Credit

cards

6. For Standard Chartered Customers only

6.1What facilities are you availing in Standard Chartered Bank?

a) Saving A/c

b) Current A/c

c) Term Deposits

d) Credit cards.

Products Offered

54
 Saving Acc

Frequency Cumulative
Percent Valid Percent Percent
Valid Yes 90 45.0 45.0 45.0
No 110 55.0 55.0 100.0
Total 200 100.0 100.0

SavingAcc
60

50

40

30

20
Percent

10

0
Yes No

SavingAcc

From the survey I analyzed that people who had relations with Standard Chartered

Bank preferred to have their saving account with Standard Chartered Bank.

Current Account

55
 Current Acc

Cumulative
Frequency Percent Valid Percent Percent
Valid Yes 14 7.0 7.0 7.0
No 186 93.0 93.0 100.0
Total 200 100.0 100.0

Current Acc
100

80

60

40
Percent

20

0
Yes No

Current Acc

From the above data it can be easily interpreted that a very few of those people who

were maintaining relationship with Standard Chartered Bank had their Current

account in Standard Chartered bank. So it can be said that people were not much

interested in having their Current Account with Standard Chartered Bank.

Term Deposits

56
 Term Deposits

Cumulative
Frequency Percent Valid Percent Percent
Valid Yes 2 1.0 1.0 1.0
No 198 99.0 99.0 100.0
Total 200 100.0 100.0

TermDeposits
120

100

80

60

40
Percent

20

0
Yes No

TermDeposits

From the above figures it is pretty clear that “Term Deposits” is not a very popular

product of Standard Chartered Bank. Therefore Standard Chartered will have to make

this product more attractive to attract more customers.

Credit Cards

57
 Credit Cards

Cumulative
Frequency Percent Valid Percent Percent
Valid Yes 42 21.0 21.0 21.0
No 158 79.0 79.0 100.0
Total 200 100.0 100.0

Credit Cards
100

80

60

40
Percent

20

0
Yes No

Credit Cards

While conducting my market survey I found that people were not satisfied with this

product of Standard Chartered Bank. Instead they wanted to discontinue with this

product as they felt that they deceived. This was because they were not provided with

the right information about how to use the product.

6.2Are you happy with the current services and products being offered at

Standard Chartered Bank?

58
 a) Yes b) No

Frequency Percentage Valid Cumulative

percentage percentage
YES 156 78 78 78
NO 44 22 22 100
200 100 100

satisfaction level

90
80
70
60
Percentage

50
Series1
40
30
20
10
0
Yes No

From the above analysis can conclude that people those who are availing any facility

from Standard Chartered are quite satisfied and only few people are there who are not

satisfied with the facilities provided by Standard Chartered.

6.3How many times do you use ATM’s in a month?

a) 1-4 times b) 5-10 times

c) more than 10 times d) Never

59
 Frequency Percentage Valid Cumulative

Percentage Percentage
1-4 Times 140 70 70 70
5-10 Times 42 21 21 91
>10 Times 18 9 9 100
Never Nil Nil Nil Nil
200 100 100

Use of ATM in a month

80
70
60
Percentage

50

40 Series1
30
20
10
0
1 - 4 Times 5 - 10 Times > 10 Times Never

From the above analysis we can conclude that people are frequently using their ATM

1- 4 Times in a month, but there are few people who are using more than 5 times.

Demographic Profile

Age

Age

Cumulative
Frequency Percent Valid Percent Percent
Valid Below 20 years 15 15.0 15.0 15.0
Between 20 and 40 years 26 26.0 26.0 41.0
Between 40 and 60 years 40 40.0 40.0 81.0
Above 60 years 19 19.0 19.0 100.0
Total 100 100.0 100.0

60
 Age
50

40

30

20

10
Percent

0
Below 20 years Between 40 and 60 ye
Between 20 and 40 ye Above 60 years

Age

From the above analysis, I can analyze that normally people in the age group 20-60

maintain their relations with multinational or private sector banks.

Occupation

Occupation

Cumulative
Frequency Percent Valid Percent Percent
Valid Student 26 13.0 13.0 13.0
Service 94 47.0 47.0 60.0
Business 76 36.0 36.0 96.0
4
Others 4.0 4.0 100.0
Total 200 100.0 100.0

61
 Occupation
50

40

30

20
Percent

10

0
Student Service Business Others

Occupation

From the above figure, we can analyze that the major proportion of the customers of

the Multinational banks and the Private sector banks are from the service class and

the business class. So the potential market segment of the customers of the various

banks comprises of the service and the business class.

Annual Income

Annual Income

Cumulative
Frequency Percent Valid Percent Percent
Valid Dependant 26 13.0 13.0 13.0
Below 2 Lakh 22 11.0 11.0 24.0
Between 2-5 Lakh 88 44.0 44.0 68.0
Above 5 Lakh 64 32.0 32.0 100.0
Total 200 100.0 100.0

62
 Annual Income
50

40

30

20
Percent

10

0
Dependant Between2-5Lakh
Below2Lakh Above5Lakh

Annual Income

From the above results, it can be analyzed that people whose income is above two

lakhs normally go for relations with multinational banks or some private sector banks.

FINDINGS

In my survey I have taken response from 200 respondents regarding their perception

about the financial products and services. Since I have taken Multinational Banks and

Private Banks so then the final result varies as there are different parameters

according to which a customer judges that they should rely upon which bank so that

they can bank upon that particular Bank.

63
Out of 200 respondents approximately 86% were having bank account in any of the

banks upon which I have done the survey.

The choice of a customer depend upon different factors like products and services

provided by a particular bank, information, locality, ambience and many other factors

However some factors like age group, occupation and income has greater impact on

the survey as generally people of age group above 20 has account in different

banks.Genarally people who are business man are using more of the products and

services of Banks. Annual income has an impact like people above 2 lakhs and upto 5

lakhs are using the products and services of Banks.

Thus from the above analysis I came to the conclusion that different factors are

responsible for the choice of Banks and its Products and services.

CONCLUSION

Service with a smile: today’s banking customer will settle for nothing less only better

service with a broad smile. And then he will realise that he is the king. He will not

confine himself with the world class products and services but he also needs a broad

platform where he can make different choices. His choice of one entity over another

64
bank is determined by considerations of service quality rather than any other factor.

He wants competitive loan rates, yes, but he also wants his loan or credit card

application processed in double-quick time. He cherishes the convenience of

impersonal Net banking, yes, but during his occasional visits to the branch, he also

wants the comfort of personalized, human interactions and facilities that make his

banking experience pleasurable. But he also needs that his grievances should be

settling as soon as possible. In short, he wants a financial house that will more than

just clear his cheques and update his passbook: he wants a bank that cares–and for

more than just his custom. He wants a customer-friendly bank.

Service Quality

This is the main factor which makes a bank customer-friendly: its overall service

standards, rated for ease of opening an account; how courteous, accessible and

knowledgeable its staff are; transaction time for services; how innovative the bank is

in introducing products and services; how proactively the bank informs customers of

changes in deposit rates or service charges; how quickly it handles the grievances;

how likely it is to retain customers; and how probable it is that its customers will

recommend the bank to others.

Branch Facilities

Walk into any branch of a multinational or leading Indian private bank, and you’ll

believe you’re in a country club. Many other banks, of course, have miles to go in this

sphere, but there’s a growing realizations among them that offering a pleasant

65
banking ambience–with comfortable seating, air-conditioning, restroom and drinking

water facilities.

Market Potential

With An ongoing national economy, financial-sector reforms and a growing middle

class, the Indian market offers huge potential for Standard Chartered Bank to grow.

The large and growing middle class population and increase in disposable incomes

have created booming markets in housing, motor, televisions, computers, mobile

phones and other products, most of which require financing. SCB has been effective

in leveraging this opportunity with its product and service offerings.

The Road Ahead…

After 150 years of service to India, Standard Chartered Bank continues to be

committed to the country and optimistic of positively contributing to the Indian

Financial Sector. The Standard Chartered Group considers India to be one of the

greatest economic opportunities of the 21st century and is proud to be so strongly

positioned here. The Bank has ambitious plans to transform its business in the country

and to further expand operations across the country.

EXECUTIVE SUMMARY

This project revolves around the financial products and services of STANDARD

CHARTERED BANK and products and services of other Multinational Banks like

66
ABN AMRO, HSBC and CITI BANK and other Private Sector Banks like ICICI,

HDFC, UTI And IDBI Bank.

The project will help in exploring the factors behind growth, participants involved,

and the factors that effect the choice of the customer in selecting the different

financial products. It would also help in knowing the customer’s perception towards

the present scenario of the Banking Indusrties.

Since the costumer is only responsible to select the particular bank through which he

is associated so the customer’s perception is the best way to study the different

factors responsible for the selection of financial products of a particular bank.I have

taken a sample size of 200 customers.. A structured questionnaire was designed will

be a very simple one and will look to bring out the very basics of perception of

customers towards different banks.Through the it was easy to maesure the responses

of respondents on suitable scale so that they can be analyzed on SPSS. Primary data

collection was done through questionnaire and interviews and secondary data

collection through company websites and various previous research reports. The

whole survey will be based on the research objectives.

The project includes the details of the financial products and services of the

STANDARD CHARTERED BANK and also the products and services of three

Multinational Banks like AMN AMRO,HSBC and CITI BANK and four Private

sector Banks like ICICI,HDFC,UTI and IDBI.

Depending upon the products and services of different banks comparison has been

done with analysis and discussions.

The project includes the detail description of different factors that affect the choice of

different products and services that is offered by different banks.

67
Different charts has been made to analyse according to the questionnaire that the

respondents had filled.

Beside the comparative analysis of different financial products and services of

different banks SWOT analysis of STANDARD CHARTERED BANK has been

done to understand what are areas where STANDARD CHARTERED BANK is

excelling upon and what are the areas where the improvement is needed.

At the end of the project the conclusion, bibliography and questionnaire as an

appendices is attached.

BIBLIOGRAPHY

1. Internet Sites

68
 • www.google.com

• www.economictimes.com

• www.standardchartered.co.in

• www.hsbc.com

• www.abnamro.com

• www.hdfcbank.com

• www.icicibankom

• www.indiainfoline.com

• www.cygnusindia.com

2. Magazines and Newspapers.

• Economic Times

• Business India

• Business Standard

• The Times Of India

3. Books

• Marketing Management By Philip Kotler

• Marketing Research

4. Product Manual, Standard Chartered Bank

APPENDICES

69
SURVEY QUESTIONNAIRE:

Dear Respondents,

Our research has been conducted to know the perception of the customer regarding

the financial products and services that is offered by the bank from which they are

availing the current banking facility and what the factors responsible for the selection

of bank.

Your honest answers would lead to a valid conclusion

Note:- 1) Please tick (√) in front of your preferred option.

2) The details given will be kept highly confidential

1.Do you have an account in any bank?

1.YES 2 .NO

2. . Do you have relationships with other banks, if yes, please specify

(a) Standard chartered Bank (b) ABN AMRO

(c) HSBC (d) Citibank

(e) HDFC (f) ICICI

(g) IDBI (h) Others…………………………………...

3. Your criteria for choosing a particular bank:

70
 (Please tick the appropriate box, 1- lowest 2 -low 3- average 4 – high and 5

the highest)

Rating Scale

1 2 3 4 5

Features
1. Location
2. Ambience
3. Timings
4. Products

Offered
5. Clarity of

Information
6. Service

4. Rate the following banks on a scale of 1 to 5 of satisfaction level.

(Please tick the appropriate box, 1 being the lowest and 5 the highest)

Rating Scale

1 2 3 4 5

Bank
1.Standard

Chartered
2. Citibank

71
3. ABN Amro
4. HSBC
5. HDFC
6. ICICI
7.IDBI

5.Type of services availed in the above mentioned bank.

Bank SCB ABN HSBC Citibank HDFC ICICI IDBI

AMRO

Services
1.Saving

A/c
2.Current

A/c
3, Term

Deposit
4. Credit

cards

6. For Standard Chartered Customers only

What facilities are you availing in Standard Chartered Bank?

a)Saving A/c

b)Current A/c

c)Term Deposits

d)Credit cards

Are you happy with the current services and products being offered at Standard

Chartered Bank?

a) Yes b) No

How many times do you use ATM’s in a month?

72
 a) 1-4 times b) 5-10 times

c) more than 10 times d) Never

Demographics

1.Name __________________________________________________

1. Age

a) Below 20 years b) 20 – 40 years

c). 40 – 60 years d) Above 60 years

2. Sex

a) Male b) Female

3. Occupation

a) Student b) Service

c) Business d) Others ____________________

4. Annual Income

a) Below Rs 2, 00,000 p.a.

b) Between Rs 2, 00,000 & 5, 00,000

c) Above 5, 00,000

5. Contact Number/Email _______________________

Thanking you for your kind cooperation and help.

73
200

74