A Project Study Report On

Training Undertaken at

Titled VARIOUS FINANCIAL PRO UCT!

Submitted in partial fulfillment for the Award of degree of

"ac#elor o$ "u%ine%% Ad&ini%tration '()*+),

Submitted By: Anjali -u&ari ""A V Se&e%ter Roll no+)))1*(*(() `

Submitted to:.% Ni%#a .alik /Lecturer0

ARYA KANYA MAHAVIDALYA GURUKUL

MOR MAJRA KARNAL

1

PRE A!E
Su&&er training in any organi2ation i% an atte&pt to pro3ide %tudent a practical input 4 56plo%ure to t#e real 7orld %ituation in 7#ic# #e #a% to 7ork in $uture8 .y training in A6i% "ank9 -ota "undi 7a% an atte&pt in t#i% regard8 T#e project 7ork pro3ided to &e 7a% !"iti#$% A&&"$i'$% o( &"odu#t' o((e"ed by A)i' B$*+,A6i% "ank i% today one o$ t#e &o%t co&petiti3e 4 pro$ita:le :anking $ranc#i%e in India a% can :e clearly depicted :y t#e analy%i% o$ it% port$olio o$ :anking %er3ice%8 T#e :ank #a% launc#ed %e3eral $or 3ariou% categorie% o$ con%u&er% to en#ance it% depo%it &i68 T#i% project deal% 7it# t#i% a%pect e%pecially 7it# t#e %a3ing account $eature%8 T#e report #a% :een prepaid and i% pre%ented under 3ariou% #eading a% introduction9 organi2ation pro$ile9 re%earc# o:jecti3e 4 %cope o$ re%earc# project etc8

A!KNO.LEDGEMEN/
I 7ould like to take t#i% opportunity to e6pre%% &y gratitude to7ard% all t#o%e 7#o #a3e9 in 3ariou% 7ay%9 #elped &e in t#e co&pletion o$ t#i% project8 I al%o e6pre%% &y %incere t#ank% to &y project guide9 .r8;aura3 "ajaj9 $or guiding &e rig#t $ro& t#e inception till t#e %ucce%%$ul co&pletion o$ t#e project8 I %incerely ackno7ledge #er $or e6tending #er 3alua:le guidance9 %upport $or literature9 critical re3ie7 o$ project and t#e report and t#e a:o3e all t#e &oral %upport %#e pro3ided &e 7it# t#roug#out all %tate o$ report preparation8

Anjali -u&ari

!ON/EN/S
S8NO8 NO8 PARTICULARS PA;5

1 2
*

INTRO UCTION To T#e Indu%try INTRO UCTION TO t#e Organi2ation R5S5ARC= .5T=O OLO;> *8) *8' *8* *8, *8< *81 *8? Title o$ t#e %tudy uration o$ t#e product O:jecti3e o$ t#e %tudy Type o$ Re%earc# Sa&ple %i2e and &et#od o$ %electing a&ple Scope o$ %tudy Li&itation o$ %tudy

/1+)'0 /)*+ <(0 /<)+<<0

FACT 4 FIN IN;S 1(0

/<1+

<

ANAL>SIS 4 INT5RPR5TATION ?)0

/1)+

S@OT ?*0
4

/?'+

CONCLUSION ?<0

/?,+

R5CO..5N ATION 4 SU;;5STION ?A0

/?1+

APP5N IC A'0

/?B+

)(

"I"LIO;RAP=I5S

/A*0

IN/ODU!/ION /O /HE INDUS/RY

BANKING IN INDIA:
@it#out a %ound and e$$ecti3e :anking %y%te& in India it cannot #a3e a #ealt#y econo&y8 T#e :anking %y%te& o$ India %#ould not only :e #a%%le $ree :ut it %#ould :e a:le to &eet ne7 c#allenge% po%ed :y t#e tec#nology and any ot#er e6ternal and internal $actor%8 For t#e pa%t t#ree decade% IndiaD% :anking %y%te& #a% %e3eral out%tanding ac#ie3e&ent% to it% credit8 T#e &o%t %triking i% it% e6ten%i3e reac#8 It i% no longer con$ined to only &etropolitan% or co%&opolitan% in India8 In $act9 Indian :anking %y%te& #a% reac#ed e3en to t#e re&ote corner% o$ t#e country8 T#i% i% one o$ t#e &ain rea%on% o$ IndiaD% gro7t# proce%%8

HIS/ORY:
T#e $ir%t :ank in India9 t#oug# con%er3ati3e9 7a% e%ta:li%#ed in )?A18 Fro& )?A1 till today9 t#e journey o$ Indian "anking Sy%te& can :e %egregated into t#ree di%tinct p#a%e%8 T#ey are a% &entioned :elo7E F P=AS5 I + 5arly p#a%e $ro& )?A1 to )B1B o$ Indian "ank% F P=AS5 II + Nationali2ation o$ Indian "ank% and up to )BB) F P=AS5 III + Indian Financial 4 "anking Sector Re$or&% a$ter )BB) .

PHASE I:
T#e ;eneral "ank o$ India 7a% %et up in t#e year )?A18 Ne6t ca&e "ank o$ =indu%tan and "engal "ank8 T#e 5a%t India Co&pany e%ta:li%#ed B$*+ o( Be*0$% 1234567 B$*+ o( Bomb$y123846 $*d B$*+ o( M$d"$' 123890 a% independent unit% and called it P"e'ide*#y B$*+'8 T#e%e t#ree :ank% 7ere a&alga&ated in )B'( and Im&e"i$% B$*+ o( I*di$ 7a% e%ta:li%#ed 7#ic# %tarted a% pri3ate %#are#older% :ank%9 &o%tly 5uropean% %#are#older%8 uring t#e $ir%t p#a%e t#e gro7t# 7a% 3ery %lo7 and :ank% al%o e6perienced periodic $ailure% :et7een )B)* and )B,A8 T#ere 7ere appro6i&ately ))(( :ank%9 &o%tly %&all8 To %trea&line t#e $unctioning and acti3itie% o$ co&&ercial :ank%9 t#e ;o3ern&ent o$ India ca&e up 7it# T#e "anking Co&panie% Act9 )B,B 7#ic# 7a% later c#anged to "anking Regulation Act )B,B a% per a&ending Act o$ )B1< /Act No8'* o$ )B1<08 Re%er3e "ank o$ India 7a% 3e%ted 7it# e6ten%i3e po7er% $or t#e %uper3i%ion o$ :anking in India a% t#e Central "anking Aut#ority8 uring t#o%e dayG% pu:lic #a% le%%er con$idence in t#e :ank%8 A% an a$ter&at# depo%it &o:ili2ation 7a% %lo78 A:rea%t o$ it t#e %a3ing% :ank $acility pro3ided :y t#e Po%tal depart&ent 7a% co&parati3ely %a$er8 .oreo3er9 $und% 7ere largely gi3en to t#e trader%8

PHASE II:
;o3ern&ent took &ajor %tep% in t#i% Indian "anking Sector Re$or& a$ter independence8 In )B<<9 it nationali2ed I&perial "ank o$ India 7it# e6ten%i3e :anking $acilitie% on a large %cale e%pecially in rural and %e&i+ur:an area%8 Second p#a%e o$ nationali2ation Indian "anking Sector Re$or& 7a% carried out in )BA( 7it# %e3en &ore :ank%8 T#i% %tep :roug#t A(H o$ t#e :anking %eg&ent in India under ;o3ern&ent o7ner%#ip8 T#e $ollo7ing are t#e %tep% taken :y t#e ;o3ern&ent o$ India to Regulate "anking In%titution% in t#e CountryE F 2585: 5nact&ent o$ "anking Regulation Act8 F 25::E Nationali2ation o$ State "ank o$ India8 F 25:5E Nationali2ation o$ S"I %u:%idiarie%8 F 25;2: In%urance co3er e6tended to depo%it%8 F 25;5: Nationali2ation o$ ), &ajor :ank%8 F 25<2: Creation o$ credit guarantee corporation8 F 25<:E Creation o$ regional rural :ank%8 F 2534E Nationali2ation o$ %e3en :ank% 7it# depo%it% o3er '(( crore%8 A$ter t#e nationali2ation o$ :ank%9 t#e :ranc#e% o$ t#e pu:lic %ector :ank India rai%ed to appro6i&ately A((H in depo%it% and ad3ance% took a #uge ju&p :y ))9(((H8"anking in t#e %un%#ine o$ ;o3ern&ent o7ner%#ip ga3e t#e pu:lic i&plicit $ait# and i&&en%e con$idence a:out t#e %u%taina:ility o$ t#e%e in%titution%.

PHASE III This phase has introduced many more products and facilities in the ban in! sector in its reforms measure. "n 1991# under the chairmanship of $ %arasimham# a committee &as set up by his name &hich &or ed for the liberali'ation of ban in! practices. The country is flooded &ith forei!n ban s and their (T$ stations. )fforts are bein! put to !i*e a satisfactory ser*ice to customers. +hone ban in! and net ban in! is introduced. The entire system became more con*enient and s&ift. The financial system of "ndia has sho&n a !reat deal of resilience. "t is sheltered from any crisis tri!!ered by any e,ternal macroeconomics shoc as other )ast (sian -ountries suffered. This is all due to a fle,ible e,chan!e rate re!ime# the .orei!n /eser*es are hi!h# the capital account is not yet fully con*ertible# and ban s and their customers ha*e limited forei!n e,chan!e e,posure.

10

2,= NA/IONALI>ED BANKS IN IDNA "anking Sy%te& in India i% do&inated :y nationali2ed :ank%8 T#e nationali2ation o$ :ank% in India took place in )B1B :y .r%8 Indira ;and#i t#e t#en pri&e &ini%ter8 T#e &ajor o:jecti3e :e#ind nationali2ation 7a% to %pread :anking in$ra%tructure in rural area% and &ake a3aila:le c#eap $inance to Indian $ar&er%8 Fourteen :ank% 7ere nationali2ed in )B1B8 "e$ore )B1B9 State o$ India /S"I0 7a% only pu:lic %ector :ank in India8 S"I 7a% nationali2ed in )B<< under t#e S"I Act o$ )B<<8 T#e %econd p#a%e o$ nationali2ation o$ Indian :ank% took place in t#e year )BA(8 Se3en &ore :ank% 7ere nationali2ed 7it# depo%it% o3er '(( crore% Li't o( Pub%i# Se#to" B$*+' i* I*di$ i' $' (o%%o?': Alla#a:ad "ank And#ra "ank "ank o$ "aroda "ank o$ India "ank o$ .a#ara%#tra Canara "ank Central "ank o$ India Corporation "ank ena "ank

Indian "ank Indian O3er%ea% "ank Oriental "ank o$ Co&&erce Punja: and Sind "ank

11

 Punja: National "ank State "ank o$ "ikaner and Iaipur State "ank o$ =ydera:ad State "ank o$ India /S"I0 State "ank o$ Indore State "ank o$ .y%ore State "ank o$ Patiala State "ank o$ Saura%#tra State "ank o$ Tra3ancore Syndicate "ank UCO "ank Union "ank o$ India United "ank o$ India % Vijaya "ank

12

2,9 PRIVA/E BANKS All t#e :ank% in India 7ere earlier pri3ate :ank%8 T#ey 7ere $ounded in t#e pre+independence era to cater to t#e :anking need% o$ t#e people8 "ut a$ter nationali2ation o$ :ank% in )B1B pu:lic %ector :ank% ca&e to occupy do&inant role in t#e :anking %tructure8 Pri3ate %ector :anking in India recei3ed a $illip in )BB, 7#en Re%er3e "ank o$ India encouraged %etting up to pri3ate :ank% a% part o$ it% policy o$ li:erali2ation o$ t#e Indian "anking Indu%try8 =ou%ing e3elop&ent Finance Corporation Li&ited /= FC0 7a% a&ong%t t#e $ir%t to recei3e an JIn principleG appro3al $ro& t#e Re%er3e "ank o$ India /R"I0 to %et up a :ank in t#e pri3ate %ector8 Pri3ate "ank% #a3e played a &ajor role in t#e de3elop&ent o$ Indian :anking indu%try8 T#ey #a3e &ade :anking &ore e$$icient and cu%to&er $riendly8 In t#e proce%% t#ey #a3e jolted pu:lic %ector :ank% out o$ co&placency and $orced t#e& to :eco&e &ore co&petiti3e8

M$@o" P"iA$te B$*+' o( I*di$

"ank o$ Raja%t#an "#arat O3er%ea% "ank A6i% "ank Cat#olic Syrian "ank Centurion "ank o$ Punja: #analak%#&i "ank

Federal "ank = FC "ank

13

 ICICI "ank I "I "ank Indu%ind "ank IN; Vy%ya "ank Ia&&u 4 -a%#&ir "ank -arnataka "ank -arur Vy%ya "ank -otak .a#indra "ank S"I Co&&ercial and International "ank Sout# Indian "ank United @e%tern "ank UTI "ank >5S "ank

14

IN/ODU!/ION /O /HE ORGANI>A/ION

15

!OMPANY DES!RIP/ION ABIS BANK A6i% "ank India9 t#e $ir%t :ank to :egin operation% a% ne7 pri3ate :ank% in )BB, a$ter t#e ;o3ern&ent o$ India allo7ed ne7 pri3ate :ank% to :e e%ta:li%#ed8 A6i% "ank 7a% jointly pro&oted :y t#e Ad&ini%trator o$ t#e %peci$ied undertaking o$ t#e Unit Tru%t o$ India /UTI+I0 Li$e In%urance Corporation o$ India /LIC0 ;eneral In%urance Corporation Ltd8 Al%o 7it# a%%ociate% 3i28 National In%urance Co&pany Ltd89 t#e Ne7 India A%%urance Co&pany9 T#e Oriental In%urance Corporation and United In%urance Co&pany Ltd8 A6i% "ank in India today i% capitali2ed 7it# R%8,(<8)? Crore%8 It #a% &ore t#an '(( :ranc# o$$ice% and 56ten%ion Counter% in t#e country 7it# o3er ,'B* A6i% "ank AT. pro3ing to :e one o$ t#e large%t AT. net7ork% in t#e country8 A6i% "ank India co&&it% to adopt t#e :e%t indu%try practice% internationally to ac#ie3e e6cellence8 A6i% "ank #a% %trengt#% in retail a% 7ell a% corporate :anking8 "y t#e end o$ ece&:er '((,9 A6i% "ank in India #ad o3er '8? &illion de:it card%8 T#i% i% t#e $ir%t :ank in India to o$$er t#e AT PAR C#eKue $acility9 7it#out any c#arge%9 to all it% Sa3ing% "ank cu%to&er% in all t#e place% acro%% t#e country 7#ere it #a% pre%ence8 @it# t#e AT PAR c#eKue $acility9 cu%to&er% can &ake c#eKue pay&ent% to any :ene$iciary at any o$ it% e6i%tence place8 T#e ceiling per in%tru&ent i% R%8 <(9(((L+8T#e late%t o$$ering% o$ t#e :ank along 7it# ollar 3ariant i% t#e 5uro and Pound Sterling 3ariant% o$ t#e International Tra3el Currency Card8 T#e Tra3el Currency Card i% a %ignature :a%ed pre+paid tra3el card 7#ic# ena:le% tra3elerG% glo:al acce%% to t#eir &oney in local currency o$ t#e 3i%iting country in a %a$e and con3enient 7ay8 T#e "ank #a% %trengt#% in :ot# retail and corporate :anking and i% co&&itted to adopting t#e :e%t indu%try practice% internationally in order to ac#ie3e e6cellence

16

EVOLU/ION: UTI 7a% e%ta:li%#ed in )B1, :y an Act o$ Parlia&entM neit#er did t#e ;o3ern&ent o$ India o7n it nor contri:ute% any capital8 T#e R"I 7a% a%ked to contri:ute one+#al$ o$ it% initial capital o$ R% < crore9 and gi3en t#e &andate o$ running t#e UTI in t#e intere%t o$ t#e unit+#older%8 T#e State "ank o$ India and t#e Li$e In%urance Corporation contri:uted )< per cent o$ t#e capital eac#9 and t#e re%t 7a% contri:uted :y %c#eduled co&&ercial :ank% 7#ic# 7ere not nationali2ed t#en8 T#i% kind o$ %tructure $or a unit tru%t i% not $ound any7#ere el%e in t#e 7orld8 Again9 unlike ot#er unit tru%t% and &utual $und%9 t#e UTI 7a% not created to earn pro$it%8 In t#e cour%e o$ nearly $our decade% o$ it% e6i%tence9 it /t#e UTI0 #a% %ucceeded p#eno&enally in ac#ie3ing it% o:jecti3e and #a% t#e large%t %#are any7#ere in t#e 7orld o$ t#e do&e%tic &utual $und indu%try8 DD T#e e&ergence o$ a N$oreign e6pertN during t#e %etting up o$ t#e UTI &ake% an intere%ting %tory8 T#e announce&ent :y t#e t#en Finance .ini%ter t#at t#e ;o3ern&ent o$ India 7a% conte&plating t#e e%ta:li%#&ent o$ a unit tru%t caug#t t#e eye o$ .r8 ;eorge @ood%9 t#e t#en Pre%ident o$ t#e @orld "ank8 .r8 @ood% took a great deal o$ intere%t in t#e Indian $inancial %y%te&9 a% #e 7a% one o$ t#e principal arc#itect% o$ t#e ICICI9 in 7#ic# #i% :ank9 Fir%t "o%ton Corporation "ank9 #ad a %i2ea:le %#are#olding8 .r8 @ood% o$$ered9 t#roug# .r8 "8-8 Ne#ru9 7#o 7a% IndiaD% 56ecuti3e $inali2ation o$ t#e unit tru%t Propo%al% till t#e e6pert 3i%ited India8 T#e only point .r8 Sulli3an &ade 7a% t#at t#e pro3i%ion to li&it t#e o7ner%#ip o$ unit% to indi3idual% &ig#t re%ult in unnece%%arily re%tricting t#e &arket $or unit%8 @#ile &aking t#i% point9 #e #ad in &ind t#e practice in t#e US9 7#ere %&all pen%ion $und% are an i&portant cla%% o$ cu%to&er% $or t#e unit tru%t%8 T#e Centre accepted t#e $oreign e6pertD% %ugge%tion9 and t#e nece%%ary a&end&ent% 7ere &ade in t#e dra$t "ill8 T#u%9 :egan corporate in3e%t&ent in t#e UTI9 7#ic# recei3ed a :oo%t $ro& t#e ta6 conce%%ion gi3en :y t#e go3ern&ent irector on t#e @orld "ank9 t#e %er3ice% o$ an e6pert8 T#e Centre ju&ped at t#e o$$er9 and a%ked t#e R"I to #old up t#e

17

in t#e )BB(+B) "udget8 According to t#i% conce%%ion9 t#e di3idend% recei3ed :y a co&pany $ro& in3e%t&ent% in ot#er co&panie%9 including t#e UTI9 7ere co&pletely e6e&pt $ro& corporate inco&e ta69 and pro3ided t#e di3idend% declared :y t#e in3e%ting co&pany 7ere #ig#er t#an t#e di3idend% recei3ed8 T#e re%ult 7a% a p#eno&enal increa%e in corporate in3e%t&ent 7#ic# accounted $or <? per cent o$ t#e total capital under US+1, %c#e&e8 "ecau%e o$ #ig# liKuidity t#e corporate %ector u%ed t#e UTI to park it% liKuid $und%8 T#i% added to t#e 3olatility o$ t#e UTI $und%8 T#e corporate lo::y 7#ic# per#ap% %u:tly oppo%ed t#e e%ta:li%#&ent o$ t#e UTI in t#e pu:lic %ector &ade u%e o$ it $or it% o7n :ene$it% later8 T#e ;o3ern&ent+R"I po7er ga&e %tarted 7it# t#e $inali2ation o$ t#e UTI c#arter it%el$8 T#e R"I dra$t o$ t#e UTI c#arter %tipulated t#at t#e C#air&an 7ill :e no&inated :y it9 and one &ore no&inee 7ould :e on t#e "oard o$ Tru%tee%8 @#ile $inali2ing t#e dra$t "ill9 t#e Centre c#anged t#i% %tipulation8 T#e C#air&an 7a% to :e no&inated :y t#e ;o3ern&ent9 al:eit in Con%ultation 7it# R"I8 Alt#oug# t#e appoint&ent 7a% to :e &ade in con%ultation 7it# t#e Re%er3e "ank9 t#e ;o3ern&ent could appoint a per%on o$ it% c#oice a% C#air&an e3en i$ t#e "ank did not appro3e o$ #i&8

18

BUSINESS DES!RIP/ION: T#e "ankD% principal acti3itie% are to pro3ide co&&ercial :anking %er3ice% 7#ic# include &erc#ant :anking9 direct $inance9 in$ra%tructure $inance9 3enture capital $und9 ad3i%ory9 tru%tee%#ip9 $ore69 trea%ury and ot#er related $inancial %er3ice%8

SUBSIDIARIES T#e "ank #a% %et up $i3e 7#olly+o7ned %u:%idiarie%E A6i% Securitie% and Sale% Ltd89 A6i% Pri3ate 5Kuity Ltd89 A6i% Tru%tee Ser3ice% Ltd89 A6i% A%%et .anage&ent Co&pany Ltd8 and A6i% .utual Fund Tru%tee Ltd8 A6i% Securitie% and Sale% Ltd8 7a% %et up in ece&:er '((< /originally incorporated a% U"L Sale% Ltd89 rena&ed a% A6i% Sale% Ltd8 in '((? and no7 rec#ri%tened a% A6i% Securitie% and Sale% Ltd8 on < April '()(0 to &arket credit card% and retail a%%et product%8 T#e o:jecti3e o$ %etting up t#e %u:%idiary 7a% to :uild a %peciali2ed $orce o$ %ale% per%onnel and opti&i2e operational e$$iciency :y pro3iding greater control o3er t#e %ale% e$$ort in co&pari%on 7it# a irect Sale% Agent / SA0 &odel8 T#e %cope o$ acti3itie% o$ t#e %u:%idiary #a% no7 :een enlarged to include retail :roking8 In Octo:er '((19 t#e "ank %et up A6i% Pri3ate 5Kuity Ltd89 pri&arily to carry on t#e acti3itie% o$ &anaging eKuity in3e%t&ent% and pro3ide 3enture capital %upport to :u%ine%%e%8 A6i% Tru%tee Ser3ice% Co&pany Ltd8 7a% e%ta:li%#ed in .ay '((A to engage in tru%tee%#ip acti3itie% /e8g8 acting a% a de:enture tru%tee9 t#e tru%tee to 3ariou% %ecuriti2ation tru%t% a% 7ell a% ot#er tru%tee%#ip :u%ine%%e%08 A6i% A%%et .anage&ent Co&pany Ltd8 7a% %et up pri&arily to carry on t#e acti3itie% o$ &anaging a &utual $und :u%ine%% in Ianuary '((B and in t#e %a&e year9 A6i% .utual Fund Tru%tee Ltd8 7a% %et up9 to act a% t#e tru%tee $or t#e &utual $und :u%ine%%8 Joi*t Ve*tu"e O "u%%an Auto Finance India Pri3ate Li&ited "a%ed on R"I guideline%9 detail% o$ tran%action% 7it# Ioint Venture Co&panie% are not di%clo%ed %ince t#ere i% only one entity L party in t#i% category8

19

PROMO/ERS: UTI "ank Ltd8 #a% :een pro&oted :y t#e large%t and t#e :e%t Financial In%titution o$ t#e country9UTI8 T#e "ank 7a% %et up 7it# a capital o$ R%8 ))< crore9 7it# UTI contri:uting R%8 )(( crore9 LIC + R%8 ?8< crore ;IC and it% $our %u:%idiarie% contri:uting R%8 )8< crore eac#8 5r%t7#ile Unit Tru%t o$ India 7a% %et up a% a :ody corporate under t#e UTI Act9 )B1*9 7it# a 3ie7 to encourage %a3ing% and in3e%t&ent8 In ece&:er '(('9 t#e UTI Act9 )B1* 7a% repealed 7it# t#e pa%%age o$ Unit Tru%t o$ India /Tran%$er o$ Undertaking and Repeal0 Act9 '((' :y t#e Parlia&ent9 pa3ing t#e 7ay $or t#e :i$urcation o$ UTI into ' entitie%9 UTI+I and UTI+II 7it# e$$ect $ro& )%t Fe:ruary '((*8

/Ce &"e'e*t 'C$"eCo%di*0 &$tte"* i' $' me*tio*ed be%o?: 1A' o* 92't m$"#C7 =4246

S", No N$me o( tCe SC$"eCo%de"'

i, ii, iii, iA, A, Ai, Aii,

D o( P$id U& !$&it$%

Admi*i't"$to" o( tCe S&e#i(ied U*de"t$+i*0 =8,44 D o( tCe U*it /"u't o( I*di$ 1U/I-I6 Li(e I*'u"$*#e !o"&o"$tio* o( I*di$

24,=< D

Ge*e"$% I*'u"$*#e !o"&o"$tio* $*d (ou" 8,=< D PSU I*'u"$*#e !om&$*ie' OAe"'e$' I*Ae'to"' i*#%udi*0 II'E O!B'E 99,;3 D

NRI' o"ei0* Di"e#t I*Ae'tme*t 1GDR i''ue OtCe" I*di$* u*d'E B$*+'

3,9<D

i*$*#i$% I*'titutio*'E Mutu$% <,4< D

otCe"' /ot$%

2=,98 D 244,44 D

20

A6i% "ank i% today one o$ t#e &o%t co&petiti3e and pro$ita:le :anking $ranc#i%e in India8 @#ic# can :e clearly %een :y an analy%i% o$ it% co&pre#en%i3e port$olio o$ :anking %er3ice% including Corporate Credit9 Retail "anking9 and "u%ine%% "ankingP Capital .arket%9 Trea%ury and International "anking8

/Ce Po'itio* i* tCe (i*$*#i$% ye$" =445-=424 ?$' $' u*de",/Ce &$id u& #$&it$% o( tCe B$*+ a% on *) .arc# '()( ro%e to R%8 ,(<8)? crore% $ro& R%8 *<B8() crore% a% on *) .arc# '((B P"o(it $(te" t$) up *A8<)H to R', =7:28,:9#"o"e' Net I*te"e't I*#ome up *<8?1H to R', :7448,85#"o"e' ee F OtCe" I*#ome up '*8A(H to R', 972=9,84#"o"e' De&o'it' u& '(8*AH to R', 2827944,==#"o"e' Dem$*d De&o'it' up *(8*AH to R', ;;74=5,:8#"o"e' AdA$*#e' up '?8B,H to 2487989,2=R', #"o"e' Ret$i% A''et' up 'B8?'H to R', =475==,54#"o"e' Net?o"+ o( b"$*#Ce' $*d e)te*'io* #ou*te"' increa%ed $ro& A*< to 2749: /ot$% *umbe" o( A/M' 7ent up $ro& *9<B< to 8=59 Net NPA "$tio a% a percentage o$ net cu%to&er a%%et% up to 4,9;D$ro& (8*<H E$"*i*0' &e" 'C$"e /"a%ic0 increa%ed $ro& R%8 <(81) to R', ;:,<3 P"o&o'ed DiAide*d up $ro& )((H to 2=4D !$&it$% AdeGu$#y R$tio %tood at a% 2:,34D again%t t#e &ini&u& regulatory nor& o$ BH

21

2.2 Board of Directors

PERSON
Dr. Adarsh Kishore Smt. Shikha Sharma Shri . . A!ra"a#

DESIGNATION
-hairman $ana!in! 1irector 2 -)3 1eputy $ana!in! 1irector 1irector 1irector 1irector 1irector 1irector 1irector 1irector 1irector -ompany 4ecretary

Shri $.R. %arma Dr. R.H. Pati# Smt. Rama Bi&a'(rkar Shri R.B.). %aish Shri .%. S(**iah

Shri K. N. Prith+ira& Shri %. R. Ka(,di,-a Shri S. B. ath(r

Shri P $ O&ha

22

Mi''io*
Cu%to&er %er3ice and product inno3ation tuned to di3er%e need% o$ indi3idual and corporate clientele8 Continuou% tec#nology up gradating 7#ile &aintaining #u&an 3alue%8 Progre%%i3e glo:ali2ation and ac#ie3ing international %tandard%8 5$$iciency and e$$ecti3ene%% :uilt on et#ical practice%8 Cu%to&er Sati%$action t#roug# pro3iding Kuality %er3ice

e$$ecti3ely and e$$iciently8

!o"e V$%ue'
S&ile9 it en#ance% an indi3idualG% $ace 3alue! i% a %er3ice Kuality %tre%%ed on Periodic Cu%to&er Ser3ice Audit%8

.a6i&i2ation o$ Stake#older 3alue8 Succe%% t#roug# Tea&7ork9 Integrity and People8

23

UNI/: ABIS BANK LIMI/ED Plot No8 )? to ',9 Vit#alrao Nagar9 .ad#apur9 =ydera:ad Q <(( (A) Tel8 No8 E (,( Q '*,'(A)< to '*,'(A', Fa6 No8 E (,(+'*,'(A), Re0i'te"ed O((i#e JTri%#ulG9 *rd Floor9 Opp8 Sa&art#e%#7ar Te&ple9 La7 ;arden9 5lli% "ridge9 A#&eda:ad Q *A( ((18 Tel No8 E (?B Q '1,( B*'' Fa6 No8 E (?B Q '1,( B*') 5&ailE p8o2aRa6i%:ank8co&Lrajendra8%7a&inarayanRa6i%:ank8co& @e: %iteE 7778a6i%:ank8co& !e*t"$% O((i#e .aker To7er% JFG9 )*t# Floor9 Cu$$ed Parade9 Cola:a9 .u&:ai Q ((<8 Tel8 No8 E ('' Q 1?(?,,(? Fa6 No8 E ('' Q '')A 1B,,L'')A ),'B

24

=,9A)i' b$*+ o((e"' it' 'e"Ai#e' m$@o"%y i* (ou" &$"t':

A8 Per%onal "8 Corporate C8 NRI 8 Priority :anking

A, Pe"'o*$%
A6i% :ank o$$er% 3ariou% %er3ice% $or indi3idual do&e%tic cu%to&er%9 7#ic# include% %er3ice% like )8 Account% '8 epo%it%

*8 Loan% ,8 Card% <8 Fore6 18 In3%t&ent% ?8 In%urance A8 Pay&ent% B8 Ot#er %er3ice%

2, /Ce $##ou*t' o((e"ed by $)i' b$*+ (o" it' #u'tome"' $"e:

i, E$'yA##e'' S$Ai*0' A##ou*t 5a%yAcce%% Sa3ing% Account gi3e% in%tant acce%% to cu%to&erG% &oney any7#ere9 anyti&e8 Po%%e%%ing a range o$ un&atc#ed $eature%9 it #a% :een de3i%ed to :etter %uit t#e con3enience o$ our eclectic client :a%e8

25

T#e%e %er3ice% can :e a3ailed 7it# a &ini&u& Kuarterly a3erage :alance o$ R%8 <9((( in &etro or ur:an center%9 R%8 '9<(( in %e&i ur:an center% and R%8 )9((( in rural center%8

ii,

K"i'Ci S$Ai*0' A##ou*t 8 T#i% product #a% :een %pecially de%igned keeping in &ind t#e uniKue reKuire&ent% o$ a $ar&er and true to it% nature #a% :een called t#e -ri%#i Sa3ing% Account8 T#i% account i% o$$ered 7it# t#e reKuire&ent o$ &aintaining t#e #al$+yearly a3erage :alance o$ R% )((( only8 "eing a -ri%#i account #older9 $ar&er% are entitled to acce%% A6i%G% 7ide net7ork o$ &ore t#an )((( :ranc#e% and ,(<< AT.% acro%% ,,( citie%8 T#ey can no7 ea%ily carry out t#eir tran%action% t#roug# any o$ t#e :ranc#e% or AT.%8

iii,

P"ime S$Ai*0' A##ou*t At Par C#eKue Facility 7it# an en#anced li&it upto R%8 )9((9((( Free ca%# 7it#dra7al upto < tran%action% at ot#er :ank AT.D%8 Free &ont#ly %tate&ent o$ account Free LPO /dra7n on A6i% "ank Center%0 Free Pa%%:ook International e:it card 7it# an Accidental In%urance co3er upto R%8 ' lak#% /I%%uance c#arge 7ai3ed0 STo keep your per%onal accident in%urance co3er acti3ated9 you %#ould #a3e &ade a purc#a%e tran%action in *1< day% prior to t#e day o$ t#e incident 4 %#ould #a3e &aintained an a3erage Kuarterly :alance o$ R% <9((( /ur:an 4 &etropolitan :ranc#e%0 or R% '9<(( /rural 4 %e&i+ur:an :ranc#e%0 a% t#e ca%e &ay :e in t#e t7o Kuarter% :e$ore t#e date o$ t#e incident8TU Increa%ed ca%# depo%itL7it#dra7al li&it% at non #o&e :ranc#e% Option o$ auto&atic &o3e&ent o$ e6ce%% $und% in t#e %a3ing% account to #ig#er earning $i6ed depo%it% Acce%% t#roug# &ore t#an )((( o$$ice% 4 ,(<< AT.%

26

 ',U? Tele:anking9 Internet :anking and .o:ile "anking Free &ont#ly e+%tate&ent

iA,

!o"&o"$te S$%$"y $##ou*t Be*e(it to Em&%oyee' No &ini&u& :alance criteria8 Unparalleled Acce%% + Any7#ere :anking $acility t#roug# our net7ork o$ "ranc#e%9 AT. and Internet :anking $acility8 At Par c#eKue:ook% paya:le locally at all A6i% "ank location%8 International e:it cu& AT. card% 7it# en#anced Ca%# 7it#dra7al $acility and ot#er 3alue add on%8 Online "anking 7it# $und% tran%$er9 online %#opping and :ill pay&ent option%8 epo%itory %er3ice% 7it# $ree online trading account%8 .eal Card% on a &a%ter card plat$or&8 5&ployee Rei&:ur%e&ent account% a% a %a3ing% account 3ariant8 Pre$erential pricing on loan product% and credit card% and ot#er :anking product% 4 %er3ice%U8

A,

.ome*H' S$Ai*0' $##ou*t 1'm$"t &"iAi%e0e $##ou*t6 In todayD% :u%y 7orld itD% toug# :eing a 7orking 7o&an8 Rig#t $ro& %#uttling :et7een a jo: and $a&ily to taking care o$ #er $inance% %#e #a% to :e on #er toe% all t#e ti&e8 -eeping t#i% in &ind9 7e at A6i% "ank #a3e de%igned a %a3ing% account :e%t %uited $or t#e 7o&an o$ today8 @it# t#e S&art Pri3ilege Account9 you can &anage your &oney and your li$e and a% 7ell a% enjoy a #o%t o$ li$e%tyle pri3ilege%8 Furt#er&ore A6i% "ankD% S&art Pri3ilege Account en%ure% t#at you #a3e enoug# ti&e $or all t#e i&portant t#ing% in li$e8

Ai,

P"io"ity b$*+i*0 $##ou*t A% a Priority :anking cu%to&er you 7ill #a3e acce%% to an e6clu%i3e DPriority "anking LoungeD at :ranc#e%8 T#i% 7ill allo7 you to conduct your $inancial tran%action% in ut&o%t co&$ort and con$identiality t#roug# an e6clu%i3e Relation%#ip .anager8

27

Aii,

Dem$t A##ou*t A6i% "ank i% a regi%tered &e&:er / epo%itory Participant0 o$ NS L8 In t#i% %y%te&9 p#y%ical %ecurity #olding% are con3erted into electronic /or in ot#er 7ord%9 de&ateriali2ed0 #olding%8 A6i% "ank #a% :een enrolled a% a epo%itory Participant :y t#e NS L + IndiaD% $ir%t depo%itory8 >ou can a3ail o$ all t#e depo%itory+ related %er3ice% :y ju%t opening an account 7it# NS L t#roug# A6i% "ank8

28

Aiii,

Se*io" #itiIe*H' A##ou*t A6i% "ankD% Senior Citi2en Sa3ing% Account #a% :een de%igned keeping in &ind t#e $act t#at a %enior citi2enD% :anking reKuire&ent% are 7#olly di$$erent and reKuire %pecial con%ideration%8A6i% #a3e introduced Senior Citi2en I card $or t#eir Senior Pri3ilege patron%8 I card act% a% an age proo$ ena:ling t#e& to redee& e3ery ad3antage t#at t#ey are eligi:le $or8 T#i% card 7ill #elp t#e& to a3ail o$ certain ne3er+:e$ore Senior+citi2en :ene$it% at 3ariou% %tore%9 %er3ice pro3ider% and in%tallation acro%% t#e nation8 Apart $ro& pro3ide you 7it# t#e po7er to clai& great :ene$it%9 card al%o act a% e&ergency in$or&ation &ediu&8 In ca%e o$ e&ergencie%9 it pro3ide% t#e doctor% and aut#oritie% 7it# 3ital data like t#eir :lood group9 allergie%9 illne%%e%9 addre%% and e&ergency contact detail%8 T#i% en%ure% t#at t#ey are 7ell looked a$ter in any %ituation9 no &atter 7#ere t#ey are8

i),

De(e*#e S$%$"y A##ou*t e$ence Salary Account $ro& A6i% "ank i% a product de%igned keeping in &ind #o7 toug# a li$e in t#e e$ence Force% i%8 Not only doe% it co&e to t#e& a:%olutely $ree9 no &ini&u& :alance i% reKuired eit#er8 T#ey can al%o acce%% t#e entire A6i% "ank net7ork9 including &ore t#an AB1 :ranc#e% and o3er ,(<< AT.% /a% on *)%t ece&:er '((B0 no &atter 7#ere t#ey are po%ted8

),

/"u'tENGO S$Ai*0' A#oou*t A6i% "ankD% Tru%t Account i% an e$$ort to o$$er t#oug#t$ul :anking $or people 7#o %pend t#eir li3e% t#inking o$ ot#er%8 It i% a co&plete :anking %olution $or Tru%t%9 A%%ociation%9 Societie%9 ;o3ern&ent "odie%9 Section '< co&panie% and N;O%9 %o t#at t#e organi%ation% can de3ote all o$ t#eir ti&e to t#eir no:le &oti3ation%8

29

)i,

AI$$di- No "i%%' A##ou*t It% a %a3ing% account t#at doe%nDt reKuire a &ini&u& :alance8 56perience a #o%t o$ unparalleled $eature% and #eig#tened con3enience 7it# A2aadi Account8 A cu%to&er Kuali$y $or A2aadi i$ T#e %u& total o$ all credit% to #i% account doe% not e6ceed R% ) lac during t#e Financial year9 T#ey do not intend to &aintain an account :alance #ig#er t#an R% <(9((( at any gi3en in%tant9 and T#ey are una:le to $urni%# $ull docu&entation a% reKuired ordinarily $or $ul$illing o$ account opening nor&%

)ii,

Re'ide*t o"ei0* !u""e*#y 1Dome'ti#6 R !1D6 A##ou*t A Re%ident Foreign Currency / o&e%tic0 Account9 RFC/ 09 7it# A6i% "ank entitle% it% cu%to&er% to &aintain non+intere%t :earing current account in $our &ajor currencie% /US 9 5URO9 ;"P and Iapane%e >en08 T#ere 7ill :e no ceiling on t#e :alance% #eld in t#e account8 C#eKue:ook% deno&inated in US or ;"P or 5URO or >en 7ill :e i%%ued on t#e%e account% 7it# '< lea3e%8 T#e c#eKue% t#ere:y :randed a% RFC / o&e%tic0 Account 7ill not :e pre%ented in clearing and 7ill :e paya:le only at t#e i%%uing :ranc#8

6iii8

Pe*'io* S$Ai*0' B$*+ A##ou*t9 T#i% account $ro& A6i% "ank9 i% %peci$ically9 de%igned $or Pen%ionerG% /56i%ting 4 Pro%pecti3e0 o$ Central ;o3t8 Ci3il .ini%trie%L epart&ent% 4 e$ence .ini%try keeping in &ind t#e $act t#at a Pen%ionerG% :anking reKuire&ent% are 7#olly di$$erent and reKuire% %pecial con%ideration8

=, De&o'it' o((e"ed by A)i' B$*+:

30

i,

i)ed De&o'it'

A6i% "ank o$$er% %i&ple rein3e%t&ent Fi6ed epo%it% /at 3ery co&petiti3e intere%t rate%09 7#ic# can :e opened 7it# a &ini&u& in3e%t&ent o$ R% )(9(((8 Cu%to&er% can &ake addition% to your depo%it in &ultiple% o$ R% )9((( eac#8 T#e tenure o$ t#eir depo%it &u%t :e a &ini&u& o$ 1 &ont#%8

ii,

Re#u""i*0 De&o'it'

A6i% "ankD% Recurring epo%it %c#e&e 7ill allo7 you 7it# an opportunity to :uild up your %a3ing% t#roug# regular &ont#ly depo%it% o$ $i6ed %u& o3er a $i6ed period o$ ti&e8 e$tu"e' Recurring depo%it% are accepted in eKual &ont#ly in%tall&ent% o$ &ini&u& R% )9((( and a:o3e in &ultiple% o$ R% <(( t#erea$ter8 T#e $i6ed nu&:er o$ in%tall&ent% $or 7#ic# a depo%itor can opt are )'9 ',9 *19 *B9 ,A9 1(9 1*9 ?'9 A,9 B19 )(A and )'( &ont#%8 Tran%$er o$ Account% + a recurring depo%it account can :e tran%$erred $ro& one o$$ice o$ t#e "ank to anot#er :ranc#8 T#e a&ount o$ in%tall&ent once $i6ed9 cannot :e c#anged 8 In%tall&ent $or any calendar &ont# i% to :e paid on or :e$ore t#e la%t 7orking day o$ t#e &ont#8 @#ere t#ere i% delay in pay&ent o$ in%tall&ent9 one can regulari%e t#e account :y paying t#e de$aulted in%tall&ent toget#er 7it# a penalty /at pre%ent it i% R PLR plu% , H $or t#e period o$ delay08Fraction o$ a &ont# 7ill :e treated a% $ull &ont# $or t#e purpo%e o$ calculating t#e penalty8 T#e total a&ount repaya:le to a depo%itor9 inclu%i3e o$ intere%t9 depend% on t#e a&ount o$ &ont#ly in%tall&ent% and t#e period o$ depo%it8

iii,

E*#$'C =8

T#e 5nca%# ', /Fle6i epo%it0 gi3e% t#e liKuidity o$ a Sa3ing% Account coupled 7it# #ig# earning% o$ a Fi6ed epo%it8 T#i% i% ac#ie3ed :y creating a Fi6ed epo%it linked to your Sa3ing% Account pro3iding you t#e $ollo7ing uniKue $acilitie%E

31

M$)imum Retu"*'E cu%to&erG% &oney i% no longer idle8 A% %oon a% t#e :alance in your Sa3ing% Account cro%%e% o3er R% '<9(((9 t#e e6ce%%9 in &ultiple% o$ R% )(9((( 7ill :e tran%$erred auto&atically to a #ig#er intere%t earning Fi6ed epo%it Account8 T#e &aturity o$ $i6ed or ter& depo%it% $or&ed a% a re%ult o$ tran%$er o$ &oney $ro& t#e Sa3ing% "ank account 7ill :e $or a &a6i&u& period o$ )A) day% and t#e intere%t 7ill :e calculated on %i&ple intere%t rate :a%i%8 M$)imum LiGuidityE T#e &oney parked in Fi6ed epo%it% a% a re%ult o$ t#e a:o3e &entioned %7eep out $ro& your Sa3ing% account can :e ea%ily acce%%ed :y i%%uing a c#eKue9 7it#dra7ing t#roug# AT. etc8 T#i% a&ount i% auto&atically re3er%e %7ept $ro& t#e &o%t recently $or&ed Fi6ed epo%it in unit% o$ R% <9((( to t#e Sa3ing% account 7#ene3er t#e :alance in your Sa3ing% account $all% :elo7 R% '<9(((8 T#e a&ount :roken $or& your Fi6ed epo%it 7ill earn intere%t rate% at t#e applica:le rate $or t#e period t#at t#e depo%it 7a% #eld 7it# t#e "ank8 T#e re&aining a&ount o$ Fi6ed epo%it 7ill continue to earn t#e contracted rate o$ intere%t8

iA,

/$) S$Ae" i)ed De&o'it

In t#e Finance "ill o$ '((19 t#e go3ern&ent #ad announced Ta6 :ene$it% to "ank Ter& epo%it% 7#ic# are o$ o3er < year tenure uL% A(C o$ IT Act9 )B1) 3ide Noti$ication Nu&:er '(*L'((1 and SO)''( /50 dated 'AL(?L'((18 T#e %alient point% o$ t#e %c#e&e noti$ication areM /a0 Fi6ed tenure 7it#out pre&ature 7it#dra7al8 /:0 >ear i% de$ined a% a $inancial year8 /c0 A&ount li&ited to R%8 )(( &ini&u& and R%8 )((9((( &a6i&u&8 /d0 "ank 7ill i%%ue a Fi6ed epo%it Receipt t#at %#all :e t#e :a%i% o$ clai&ing ta6 :ene$it8 /e0 Ter& depo%it under t#i% %c#e&e cannot :e pledged to %ecure a loan8

9,Lo$*' O((e"ed by A)i' :

=o&e Loan Car loan Per%onal Loan Loan again%t S#are% Loan Again%t Property Loan Again%t Securitie% 5ducation Loan Con%u&er Loan

32

8,!$"d' O((e"ed By A)i' b$*+

i,

!"edit !$"d' Platinu& Ad3antage Credit Card Platinu& Credit Card ;old credit card Sil3er credit card Corporate Credit Card Tru%t c#e&i%t% credit card S#rira& credit card eS#op cad 5a%y credit card

ii,

Debit !$"d' Priority Platinu& C#ip e:it Card Priority e:it Card Cla%%ic e:it Card ;old e:it Card ;old Plu% e:it Card "u%ine%% ;old e:it Card

iii,

P"e&$id !$"d' Tra3el Currency Card Payroll Card Corporate ;i$t Card ;i$t Card Re7ard% Card

33

Re&ittance Card .eal Card Annuity Card

:,

o"e) o((e"ed by A)i' b$*+

/"$Ae% !u""e*#y !$"d' T#e Tra3el Currency Card gi3e% it% cu%to&er% a ',+#our acce%% to &oney8 @it#dra7 $und% in t#e local currency $ro& any Vi%a or Vi%a Plu% AT.D% /Auto&ated Teller .ac#ine0 a% 7ell a% pay $or all your purc#a%e% in any country you 3i%it9 any7#ere in t#e 7orld8

Out?$"d Remitt$*#e' A6i% "ank o$$er% Out7ard Re&ittance $acilitie% ena:ling it% cu%to&er% to re&it &oney a:road t#roug# relia:le and Kuick tran%action%8 T#ey can %end &oney a:road $or rea%on% &ore t#an oneE education9 &edical purpo%e9 gi$ting9 &aintenance $or lo3ed one% or donation $or a cau%e8

o"ei0* !u""e*#y /"$Ae%%e"' !CeGue' A&erican 56pre%% Tra3elerD% c#eKue% are 7idely accepted glo:ally a% a &ode o$ pay&ent in &any part% o$ t#e 7orld8 It i% al7ay% 7ort#7#ile taking %o&e o$ your $oreign e6c#ange in tra3eler%D c#eKue% a% it i% a great :ackup to ca%# and card%8 34

o"ei0* !u""e*#y !$'C Carrying %&all a&ount o$ local currency or internationally accepta:le currency 3ariant% in 7allet 7#ile tra3elling o3er%ea% i% rea%%uring and con3enient + e%pecially to &ake pay&ent% $or t#e %er3ice% you &ay reKuire on your arri3al at t#e de%tination8

;, I*Ae'tme*t Se"Ai#e' o((e"ed by A)i' b$*+

;old In3e%t&ent Online trading .utual $und% e&at Account

35

<, I*'u"$*#e Se"Ai#e' o((e"ed:

S$(e Gu$"d A6i% "ank and "ajaj Allian2 ;eneral In%urance o$$er t#e DSa$e ;uardD per%onal Accident In%urance co3er8 A uniKue policy t#at o$$er% in%urance co3erage at pre&iu&% t#at are e6tre&ely co&petiti3e and e6clu%i3ely &eant $or A6i% "ank cu%to&er%8

Bu'i*e'' AdA$*t$0e "u%ine%% i% :uilt :y in3e%ting %o &uc# #ard 7ork9 ti&e9 energy and &oney8 T#e in3er%tor could $ace #ea3y lo%%e% i$ t#e :u%ine%% pre&i%e% are :urgled or i$ &ac#inery :reak% do7n8 T#ere$ore t#i% policy %a$eguard t#eir in3e%t&ent 7it# an in%urance co3er t#at protect% again%t lo%%e% due to un$ore%een cala&itie%8

S$(e Home S$(e Home9 an in%urance policy e6clu%i3ely de%igned $or A6i% "ank cu%to&er%9 7#ic# pro3ide% protection $or your property and 3alua:le% at your #o&e8

$mi%y Ce$%tC Fa&ily =ealt# in%urance progra&&e pro3ide% a co&pre#en%i3e #ealt# in%urance t#at co3er% cu%to&er9 t#eirr %pou%e and * dependent c#ildren up to t#e age o$ )A year%8

S$(e Home P%u'

36

=o&e i% a drea&9 7#ic# i% turned into reality 7it# %7eat9 pain9 #appine%%9 energy and ti&e8 A6i% "ank #elp% you to protect t#i% drea& again%t un$ore%een cala&itie%8

Si%Ae" He$%tC "ajaj Allian2D% Sil3er =ealt# Plan $or %enior citi2en% protect% t#e& and t#eir %pou%e in ca%e t#ey need e6pen%i3e &edical care8 T#ey get ca%#le%% :ene$it or &edical rei&:ur%e&ent $or #o%pitali2ation e6pen%e% due to illne%% or accident%.

/"$Ae% !om&$*io* @#et#er tra3el $or :u%ine%% or plea%ure9 international tra3el in3ol3e% ri%k8 .edical treat&ent a:road can :e e6pen%i3e and one ne3er kno7% 7#en one 7ould reKuire it8 =a3ing to %pend $or &edical :ill% in $oreign currency can :e e6pen%i3e propo%ition8 T#ere are ot#er di$$icult %ituation% al%o9 t#at one &ig#t $ace like lo%% o$ pa%%port or :aggage8 "ajaj Allian2D% Tra3el Co&panion i% %pecially de%igned to #elp people deal 7it# %uc# %ituation% 7#ile o3er%ea% tra3el .

Moto" I*'u"$*#e T#oug# it i% ea%y to o7n a 3e#icle it i% e6pen%i3e &aintaining a &otor 3e#icle e%pecially in ca%e o$ da&age cau%ed to your 3e#icle due to %o&e una3oida:le circu&%tance% or accident%8 "ajaj Allian2D% .otor Ve#icle Policy #elp% in &aintaining 3e#icle in %uc# %ituation8

!"iti#$% I%%*e'' A critical illne%% plan &ean% you can in%ure your%el$ again%t t#e ri%k o$ %eriou% illne%% in &uc# t#e %a&e 7ay a% you in%ure your car and your #ou%e8 It 7ill gi3e you t#e %a&e %ecurity o$ kno7ing t#at a guaranteed ca%# %u& 7ill :e paid i$ t#e une6pected #appen% and you are diagno%ed 7it# a critical illne%%8

Je?e%%e"y I*'u"$*#e

37

T#e only product o$ it% kind in t#e indu%try9 Ie7ellery In%urance pro3ide% co&plete %ecurity $or gold L je7ellery9 7#en it i% 7orn :y t#e policy#older in per%on or 7#ile :eing carried to t#e :ank locker%8 A:%olute %ecurity 4 co3erage i% gi3en again%t :urglary 4 $ire9 in re%pect o$ ite&% kept at #o&e L :ank locker8 Re%ultE Co&plete peace o$ &ind8

3,P$yme*t' 'e"Ai#e' o((e"ed by A)i':

Bi%% P$y A6i% "ankD% "ill Pay %er3ice ena:le% you to &ake %ecure pay&ent% $ro& t#e co&$ort o$ your #o&e or o$$ice8 So it% ti&e to %ay good:ye to late pay&ent $ine%9 long Kueue%9 lo%t :ill%9 and co&&i%%ion% paid to local errand :oy%8

E!S It i% an electronic clearing %y%te& t#at $acilitate% paperle%% credit L de:it tran%action directly linked to your account and al%o pro3ide% $or a $a%ter &et#od o$ e$$ecting periodic and repetiti3e pay&ent%8 T#roug# 5CS / e:it09 you can pay all your Utility :ill% /electricityLtelep#oneL.o:ile :ill%9 credit card%9 etc09 .utual Fund /SIP09 In%urance Pre&iu&9 Loan In%tall&ent%9 credit card pay&ent%9 pay&ent% o$ donation% and ot#er :ill pay&ent%8

/$) eP$yme*t' In t#i% %er3ice9 Inco&e L Ot#er irect Ta6e%9 a% 7ell a% Central 56ci%e 4 Ser3ice Ta6U t#roug# iConnect can :e paid $ro& account online and can get on+line ackno7ledge&ent o$ t#e pay&ent :y 7ay o$ a Cy:er Receipt9 including C#allan Identi$ication Nu&:er /CIN0 i&&ediately a$ter &aking t#e pay&ent8

Di"e#t t$) P$yme*t

38

T#e "ank i% aut#ori%ed $or Collection o$ Inco&e or Ot#er irect Ta6e% on :e#al$ o$ Central "oard o$ irect Ta6e% /C" T0 78e8$ ) Octo:er9 '((*.

Pe*'io* Di'bu"'eme*t T#e "ank i% aut#ori%ed :y R"I and .ini%try o$ e$ence $or di%:ur%e&ent o$ Pen%ion to Ar&ed Force /Ar&y9 Na3y and Air Force0 per%onnel t#roug# it% )<) aut#ori%ed :ranc#e% acro%% t#e country8

OtCe" 'e"Ai#e' o((e"ed by $)i' B$*+ to it' i*diAidu$% #u'tome"' $"e:

MOBILE RE ILL : RE!HARGE A/ /HE A/M An indi3idual can rec#arge #i% &o:ile talk ti&e at any o$ our AT.%8 =e doe%nGt e3en #a3e to :e an A6i% "ank cu%to&er8 All #i% need i% a VISA de:it or credit card8 I$ #e i% an A6i% "ank cu%to&er9 t#en #e can al%o u%e #i% A6i% "ank de:it card /:ot# VISA a% 7ell a% .a%ter card08 LO!KER /Un&atc#ed protection $or your 3alua:le%0 A Sa$e epo%it Liker 7it# A6i% "ank i% t#e %olution to an indi3idualG%

concern8 Located at %elect :ranc#e% in citie% all o3er t#e country9 our locker% en%ure t#e %a$e keeping o$ an indi3idualG% 3alua:le%8 AdA$*t$0e' @ide A3aila:ilityE A% on .arc# *)9 '()( locker% are a3aila:le at B,, :ranc#e% and e6ten%ion counter%8 Locker% a3aila:le in 3ariou% %i2e%8 irect de:it% $or locker rental% $ro& your account rid you o$ t#e #a%%le in 7riting out c#eKue%8 39

56tended :anking #our% to operate locker%8 Co&petiti3e rental%8 ONLINE SHOPPING /Sa$e an% Secure internet Pay&ent0 A6i% "ank o$$er% an indi3idual t#e con3enience o$ %#opping at &any

&ajor Online %tore% $ro& t#e co&$ort o$ #i% #o&e or o$$ice8 All #e need i% an Internet ena:led PC8 =e can c#oo%e 4 t#en get #e ite&% deli3ered at #i% door%tep8 =e can al%o a3ail o$ nu&erou% online %er3ice%9 get to kno7 a:out t#e current %pecial o$$er%Ldi%count% and get a pre3ie7 o$ t#e ne7 ite&% added on to t#e %#el3e% :y t#e%e online retailer%L%er3ice pro3ider%8 =e can %#op a% &uc# a% #e like and con3eniently &ake in%tant pay&ent% :y de:iting #i% account t#roug# t#e %ecured pay&ent c#annel9 iConnect Q Our Internet :anking plat$or&8

IPOSMAR/ /No7 in3e%t in IPOG% 7it#out letting go o$ your $und% V0 An indi3idualG% A6i% "ank %a3ing% account no7 &ake% IPO application

a %ea&le%% and #a%%le+$ree proce%%8 In%tead o$ &o3ing out $und% $ro& #i% account $or application to an IPO9 t#e a&ount can no7 %i&ply :e :locked8 @#ic# &ean% a% long a% t#e IPO %#are% are not allotted9 t#e $und% %tay 7it# #i& and #e al%o gain intere%t on t#e&P Plu% #e get t#e %ecurity o$ #a3ing t#e re$und% directly un:locked and &ade a3aila:le to you9 in #i% account it%el$ V T#e a:o3e %er3ice i% :eing &ade a3aila:le in accordance 7it# t#e S5"I guideline% on AS"A /Application% Supported :y "locked A&ount08 Be*e(it' Intere%t on $und% 7#ic# ot#er7i%e 7ould #a3e &o3ed out o$ your %a3ing% account8 No need to 7rite c#eKue% or &ake de&and dra$t%8 Con3enient and tran%parent &anage&ent o$ $und%8 In%tant relea%e L un:locking o$ $und% a$ter allot&ent L non+ allot&ent o$ %#are%8

40

E-St$teme*t

A6i% "ank o$$er% t#e $acility o$ 5+State&ent8 5+State&ent are %ecure and electronic 7ay to recei3e %tate&ent o$ account% $ro& t#e "ank8

41

B, A)i' b$*+ o((e"' !o"&o"$te 'e"Ai#e'7 %i+e:

2, E)#%u'iAe B$*+i*0 Rede(i*ed - !%ub:4 !u""e*t A##ou*t At a #al$ yearly a3erage :alance o$ R%8 <( lac% /R%8 '< lac% at Se&i + Ur:an L Rural :ranc#e%09 t#i% pre&iu& current account %&oot#ly $ul$ill% your daily :anking reKuire&ent8 .ain Feature%E edicate relation%#ip &anager Li$e%tyle :ene$it%L pri3ilege% Free door%tep :anking Free RT;S L N5FT Facility Ca%# .anage&ent Ser3ice% Free International "u%ine%% ;old e:it Card

=, V$"iou' ty&e' o( !u""e*t A##ou*t' to 'uit eAe"y bu'i*e'' "eGui"eme*t' likeE

T#e "ank% o$$er% a range o$ current account product% to &eet t#e need% o$ t#e 3ariou% cu%to&er %eg&ent% %uc# a% S&all 5nterpri%e%9 Trade9 56proer%9 Corporate and intuition%8
Nor&al Current Account "u%ine%% Ad3antage Account "u%ine%% Select Account "u%ine%% Cla%%ic Account "u%ine%% Pri3ilege Account C#annel One Account Current Account $or ;o3t Organi%ation% Current Account $or "ank% Current Account $or "uilder% 4 Real 5%tate Capital .arket Current Account

42

-ri%#i Current Account "u%ine%% ;lo:al Current Account Clu: <( Current Account Inland Road Tran%port Current Account Tra3el9 Touri%& and =o%pitality Current Account Local Current Account Current Account $or P#ar&a Current Account $or C#artered Accountant%

T#e%e product% o$$er $le6i:ility to cu%to&er% to c#oo%e $ro& t#e a:o3e option 7it# 3arying &ini&u& a3erage Kuarterly :alance co&&it&ent% and c#arge% %tructure8 In addition to con3entional :anking $acilitie%9 t#e%e account% o$$er .ulti+City at Par paya:le c#eKue Q :ook $acility and any7#ere :anking $acility acro%% o$$er .ulti Q city At Par paya:le c#eKue Q :ook $acility and any 7#ere :anking $acility acro%% :rac#e%8 Cu%to&er% can acce%% t#eir account Online t#roug# Corporate iConnect9 A6i% "ankG% Internet :anking plat$or& a% al%o t#roug# Tele+ "anking $acility and can recei3e account :alance in$or&ation on &o:ile telep#one% and electronic &ail8 Cu%to&er% are %u:ject to tran%action c#arge% including c#arge% $or non+&aintenance o$ t#e co&&itted :alance%8 A6i% "ank :ring% di$$erent kind% o$ current account% $or di$$erent type% o$ :u%ine%%e% %elect t#e one t#at :e%t %uit% an indi3idualG% :u%ine%% reKuire&ent%8 A6i% "ankG% Current Account ca&e eKuipped 7it# t#e $ollo7ing $eature% to gi3e &a6i&u& 3alue $or an indi3idualG% &oney8 e$tu"e' A*y?Ce"e B$*+i*0 A6i% "ankG% Current Account allo7% an indi3idual to :ank $ro& all A6i% "ankG% :ranc#e% and 56ten%ion counter%8 An indi3idual can depo%it ca%#9 7it#dra7 ca%#9 depo%it c#eKue9 and i%%ue Jat+parG

43

c#eKue% at any o$ A6i% "ankG% :ranc#e%8 So :ank at an indi3idualG% o7n Con3enience8 I*'t$*t u*d /"$*'(e" An indi3idual can tran%$er $und% in%tantly :et7een any o$ A6i% "ankG% :ranc#e%8 Fund% tran%$er% can :e a$$ected online9 rig#t $ro& an indi3idualG% t#roug# A6i% "ankG% internet :anking %er3ice%8 I*te"*et B$*+i*0 A6i% "ank pre%ent% corporate iConnect Q a uniKue net "anking plat$or& $or t#e current account cu%to&er%8 A3aila:le 7it# &ultiply u%er I %9 depending on an indi3idualG% need%8 Acce%% an indi3idualG% account at any ti&e $or& any7#ere8 An indi3idual can tran%$er $und% to #i% o7n account% or to t#ird party account% 7it#in A6i% "ank 4 Inter "ank co3ering o3er '<9((( :ranc#e% o$ 3ariou% :ank%8 Corporate iConnect al%o per&it% tran%action initiation :y one u%er and appro3al :y anot#er8 An indi3idual can al%o e6cu%e :ulk pay&ent% like %alary and co&&i%%ion acro%% A6i% "ank net7ork rig#t $or& #i% de%ktop8 At-P$" 1Mu%ti#ity6 !CeGueboo+ 5njoy t#e :ene$it% o$ .ulticity C#eKue:ook 7it# A6i% "ankG% current Account%8 An indi3idual can% i%%ue c#eKue% paya:le at par at all A6i% "ankG% :ranc#e% acro%% t#e country8 An indi3idualG% c#eKue% 7ill :e treated a% local c#eKue% at &ore t#an *?< location% a% on Ianuary *)9 '((A8 A/M o" Debit !$"d @it# e3ery Current Account /For proprietary and partner%#ip concern%09 An indi3idual can a3ail upto ' AT. cu& e:it card%9 7#ic# allo7 an indi3idual round t#e clock acce%% to #i% account $ro& any o$ all A6i% "ankG% AT.% all o3er t#e country8 An indi3idual can 7it#dra7 upto R% ,(9((( a day8 "ee Mo*tC%y A##ou*t St$teme*t
44

"y courier and daily on e&ail8

Mobi%e B$*+i*0 .o:ile "anking 7ill ena:le an indi3idual to :ank 7it# A6i% "ank t#roug# #i% &o:ile p#one irre%pecti3e o$ 7#ere an indi3idual are8
Fa%t track loan% $or S.5% @ide range o$ product% $or t#e S.5 %eg&ent Organi%ed pay&ent and collection %olution% Online ta6 pay&ent or t#roug# 3a%t :ranc# net7ork .o:ile "anking %er3ice% a3aila:le $or Current Account

9, !"edit Se"Ai#e' by A)i' b$*+: To large Corporate% To Agri "u%ine%%E For S.5 unite% .icro$inance

8, Be'ide' tCe'e 'e"Ai#e'7 A)i' b$*+ &"oAide' 'e"Ai#e' i* tCe $"e$' %i+e: Capital .arket Trea%ury Ca%# &anage&ent %er3ice% ;o3t8 :u%ine%%

45

!, No*-Re'ide*t 1E)te"*$%6 NRE S$Ai*0 A##ou*t

Any per%on re%ident out%ide India &ay open NR5 account8 T#i% account per&it% a NRI to #oed and &aintain $oreign currency earning% in Indian rupee%8 T#e Principal and intere%t earned on t#e%e :alance% are $reely reporta:le8 @#et#er an indi3idual are a %tudent9 a pro$e%%ional9 a %alaried e&ployee or an entrepreneur9 t#i% account 7ill &eet all an indi3idualG% :anking need8 e$tu"e' Lo7 &ini&u& :alance reKuire&ent o$ R% <9((( J.ulticityG c#eKue :ook 7#ic# 7ill per&it An indi3idual to &ake pay&ent 3ia c#eKue acro%% &ultiple location% .andate or Po7er o$ Attorney $acility a3aila:le %o t#at in An indi3idualG% a:%ence $ro& t#e country An indi3idual can aut#ori2e #i% relati3e or $riend to operate conduct :anking tran%action% on #i% :e#al$8 Free iConnectE ', C ? account acce%% t#roug# %ecure internet :anking $acility $ro& any7#ere and anyti&e8 Online %#opping &all and utility :ill pay&ent $acility :e u%ing A6i% "ankG% Internet :a%ed iConnect :anking login8 Free per%onal accident co3er o$ Indian Rupee% '9((9((( on A6i% "ankG% e:it Card /T#e in%urance co3er 7ill co&e in $orce only a$ter An indi3idual &ake #i% $ir%t %ucce%%$ul pay&ent tran%action at any &erc#ant e%ta:li%#&ent80U Ta6 Ad3i%ory Ser3ice% $ro& A6i% "ankG% e&panelled con%ultant% A%%i%tance to o:tain Inco&e Ta6 PAN Card% to &ake an indi3idual co&pliant 7it# t#e ta6 regulation% o$ t#e nati3e land%8
46

D, P"io"ity B$*+i*0 J Re'ide*t

In a %eg&entation %tudy undertaken in '(('9 it 7a% $ound t#at '8?' H o$ A6i% "ankG% retail cu%to&er% contri:ute to nearly ,B8(<H o$ A6i% "ankG% total retail depo%it%8 T#e client% t#at :ring a larger %#are o$ :u%ine%% to t#e "ank e6pect a di$$erentiated %tandard o$ %er3ice8 T#i% al%o &ake% :u%ine%% %en%e9 a% &ore o$ten t#an not9 &o%t o$ t#e :u%ine%% in a particular :ranc# $lo7% $ro& a #and$ul o$ client%8 =ence9 Priority "anking 7a% launc#ed in order to cater to t#e need% o$ t#e #ig# net 7ort# cu%to&er% 7it#in t#e :ank8 T#e product #a% at it% core9 t#e idea o$ pro3iding a certain :it o$ di$$erentiation in %er3ice and treat&ent to a %eg&ent o$ it% cu%to&er% 7it# a 3ie7 to7ard% cu%to&er retention9 acKui%ition and cro%% %elling8 T#e nucleu% o$ t#e%e %er3ice% #a% e%%entially $our i&portant co&ponent% Per%onali2ed %er3ice In3e%t&ent ad3i%ory Ser3ice% Pre$ential pricing o$ :anking product%L%er3ice% Li$e%tyle pri3ilege%8 .o%t o$ "ank%9 pri3ate a% 7ell a% $oreign9 o$$er a %peciali2ed :anking %er3ice to t#eir elite cu%to&er%8 T#e de$inition o$ t#e 3alue o$ relation%#ip and %er3ice% o$$ered di$$er% acro%% :ank%8 In general9 .NC :ank% de$ine t#e =NI %eg&ent taking into account t#e cu%to&er%G lia:ility a% 7ell a%9 a%%ail relation%#ip 7it# t#e :ank /"et7een '(+*( Lak#% and a:o3e0 7#erea% t#e Indian pri3ate :ank% only take in t#e %a3ing% :ank :alance% and ter& depo%it% /"et7een <+)( Lak#% an% a:o3e08

47

e$tu"e' Priority "anking Lounge E A% a Priority :anking cu%to&er an indi3idual 7ill #a3e acce%% to an e6clu%i3e JPriority "anking LoungeG at :ranc#e%8 T#i% 7ill allo7 an indi3idual to conduct #i% $inancial tran%action% in ut&o%t co&$ort and con$identiality t#roug# an e6clu%i3e Relation%#ip .anager8 edicated Relation%#ip .anager An indi3idual 7ill enjoy acce%% to a dedicated Relation%#ip .anager 7#o 7ill :e #i% one point contact at :ranc# $or all An #i% :anking tran%action% t#u% en%uring t#at An indi3idual 7ould neit#er #a3e to &o3e $ro& one counter to t#e ot#er nor %tand in Kueue% to a7ait #i% turn8 =o&e "anking 56perience t#e con3enience o$ A6i% "ankG% #o&e :anking $acilitie%8 A3ail o$ $ree ca%# and c#eKue pick+up deli3ery at an indi3idualG% or re%idence8 56clu%i3e Priority "anking International e:it card T#i% card allo7% an indi3idual $ree acce%% to all VISA AT.% in Idea8 T#e card al%o co&e% 7it# #ig#er AT. 7it#dra7al li&it%M #ig#er POS tran%action li&it% at &erc#ant e%ta:li%#&ent%9 en#anced in%urance o3er and a #o%t o$ %pecial di%count% and o$$er%8 An indi3idual al%o get Pre$ential Intere%t Rate% and lo7ered Proce%%ing Fee% on %elect Retail Loan%8 In3e%t&ent Pri3ilege% A3ail o$ a%%i%tance in $inancial planning8 In3e%t&ent ad3ice &arket in$or&ation report% and in3itation% to in3e%tor &eet% are o$$ered co&pli&entary to an indi3idual8

48

 Li$e%tyle pri3ilege% =o7e3er9 itG% all a:out ju%t $inancial %erie%8 @e ai& to pro3ide a di$$erent li$e%tyle e6perience t#roug# Li$e%tyle pri3ilege% like e6clu%i3e in3itation% to &o3ie %creening%9 play%9 &u%ic concern% and ot#er %pecial e3ent% %pon%ored :y A6i% "ank9 e%pecially $or A6i% "ankG% Priority "anking Cu%to&er%8 Ot#er "anking Pri3ilege% 5njoy a #o%t o$ :anking pri3ilege% like $ree at+par c#eKue%9 de&and dra$t% and pay order%9 $ree pa%%:ook update% and &ont#ly %tate&ent%8 An indi3idual 7ould al%o :e entitled to t7o $ree &inor account%9 one $ree out7ard re&ittance per Kuarter and $ree .o:ile :anking8 A% a Priority "anking cu%to&er9 t#ere 7ould :e no i%%uance c#arge on A6i% "ankG% Tra3el Currency Card8

49

OtCe" SERVI!ES:
A/M T#e :ank #a% 4293 AT.% a% on *)8(*8'()(8 T#i% include% all A6i% "ankG% on%ite and o$$+%ite AT.%8 All A6i% "ankG% AT.% are connected to A6i% "ankG% "a%e ', AT. %7itc#9 7#ic# in turn interact% 7it# A6i% "ankG% centrali2ed core :anking %o$t7are $or tran%action proce%%ing8 T#e "ank t#roug# it% AT.% o$$er% t#e $ollo7ing %er3ice% B$*+i*0 Se"Ai#e':

Ca%# @it#dra7al9 7it# real ti&e de:it to cu%to&erG% account Ca%# 4 C#eKue% "alance InKuiry PIN C#arge epo%it

OtCe" Se"Ai#e':

.o:ile Airti&e Re$ill $or =utc#9 Airtel9 Idea9 "PL9 Cellular9 RI.9 Tata Tele Facility $or Non UTI :ank VISA card #older% to re$ill t#eir prepaid p#one%8 Li$e In%urance Corporation Pre&iu& Pay&ent "ill Pay&ent e8g8E "SNL9 .TNL Fund% Tran%$er /7it#in o7n account%0 Online t#e AT. onation% to Tru%t% 4 N;O% Purc#a%e and rede&ption o$ UTI .utual Fund Sc#e&e% t#roug#

50

St"$te0i# /ie-u&' (o" A/M @e #a3e al%o tied up 7it# @e%tern Rail7ay /.u&:ai09 Central Rail7ay% /.u&:ai0 Pantaloon%9 =PCL9 and "PCL $or %etting up AT.% at t#eir location%8 Al&o%t all co%t% related to %etting up and &aintenance o$ an AT. net7ork i% $i6ed8 T#u%9 t#e c#allenge $or t#e "ank #a% :een to &igrate cu%to&er% to t#i% c#annel and de3elop ne7 %trea&% o$ re3enue% $ro& t#i% c#annel9 in order to &ake t#e c#annel 3ia:le8 T#e "ank #a% ac#ie3ed tre&endou% %ucce%% in t#i% regard8 @e #a3e :een a:le to &igrate a:out B(H o$ all ca%# di%:ur%e&ent tran%action% to A6i% "ankG% AT.%8 /o 0e*e"$te di"e#t "eAe*ue ("om tCe A/M !C$**e%7 tCe b$*+ C$' $do&ted = 't"$te0ie' :

AT. S#aring 7it# ot#er :ank% Ne7 $unctionalitie% %uc# a% &o:ile airti&e re$ill9 :ill pay&ent 4 &utual $und %ale% t#roug# 7#ic# A6i% "ankG% :ank earn% a co&&i%%ion8 T#e "ank #a% al%o %et up AT. gallerie% at * location8 5ac# o$

t#e ;allery #a% ' AT.% $or t#e con3enience o$ t#e cu%to&er%9 in$or&ation kio%k9 a card operated touc#+%creen internet kio%k9 t#oug# 7#ic# t#e cu%to&er% can acce%% t#eir iConnect account% 7it# :ank and per$or& t#eir :anking tran%action% %uc# a% $und% tran%$er9 :ill pay&ent9 :alance inKuiry9 etc8 A :ill pay&ent kio%k #a% al%o :een %et up at t#i% gallery8 T#e AT. C#annel $or t#e :ank #a% :een a &ajor cu%to&er acKui%ition tool9 increa%ingly t#e c#annel i% :eing %een a% a cu%to&er

51

%er3icing tool and all t#e ne7 3alue added %er3ice% are part o$ t#at initiati3e8

52

IN/ERNE/ BANKING Since April '(((9 t#e Internet "anking c#annel #a% gro7n $a%t to co& pel&et t#e :ranc# and AT. net7ork8 A% o$ .arc# '((19 t#ere are around '( lak# u%er% o$ internet :anking9 7#ic# a&ount% to &ore t#an <(H o$ A6i% "ankG% retail :anking %a3ing% account% cu%to&er%8 Apart $ro& routine $unctional like :alance and tran%action% lookup9 7e al%o pro3ide a nu&:er o$ 3alue Q added %er3ice% on t#e internet :anking plat$or&8 A :ride de%cription o$ eac# product i% gi3en :elo7E

Bi%% P$yme*t T#e :ill pay&ent %erie% on t#e internet can :e cla%%i$ied into t#ree categorie%E

P"e'e*tme*t o( EBPP 1E%e#t"o*i# Bi%% P"e'e*tme*t $*d P$yme*t6,- Under t#i% type o$ :ill pay&ent9 t#e cu%to&er need% to regi%ter $or eac# :ill8 Once regi%tered9 t#e :iller 7ill %ent an electronic 3er%ion o$ t#e :ill $or acceptance and pay&ent8

Di"e#t P$yme*t, + Under t#i% type o$ :ill pay&ent9 no :ill pre%ent&ent #appen%8 T#e cu%to&er i% $ree to %elect t#e :iller and pay accordingly to #i% con3enience8

P$yee: T#i% a 3ariation o$ direct pay&ent &et#od 7it# t#e cu%to&er creating #i% o7n :iller $or e6a&ple9 pay&ent o$ rent to landlord8 T#e landlordG% account detail% 7ould typically :e entered and pay&ent &ade on a recurring :a%i%8

SCo&&i*0 A cu%to&er 7it# Internet :anking acce%% can :uy $ro& &erc#ant% regi%tered 7it# u% and pay t#roug# t#e direct de:it $acility on A6i% "ankG% 7e:%ite8
53

MOBILE BANKING .o:ile :anking 7a% launc#ed :y t#e :ank in Octo:er '((,9 7it#in t#e la%t one and a #al$ yearM t#e cu%to&er :a%e #a% gro7n to o3er $i3e lac% %u:%cri:er% a% o$ April '((18 A6i% "ank O$$er% t#e Auto&atic Alert% %er3ice in &o:ile :ankingE A %u:%cri:er i% alerted t#roug# S.S on t#e acti3itie% in #i% account 7it# auto&atic alert% $or e3ery de:it in #i% account o$ &ore t#an R%8 <9(((8 Al%o i$ t#e cu%to&er i% regi%tered $or :ill pay&ent%9 #e recei3e% an alert a% %oon a% a :ill i% pre%ented :y t#e :iller $or pay&ent8

Be*e(it' S$(ety: "e alerted on any tran%action a:o3e R%8 <9((( in an indi3idualG% account %o t#at action can :e initiated pro&ptly in ca%e o$ any &i%u%e o$ t#e account8 !o*Ae*ie*#e, -no7 t#e %tatu% o$ t#e account $ro& 7#ere3er an indi3idual are8

54

SERVI!ES ADDED /O GAIN !OMPE/E/IVE ADVAN/AGE: BUSINESS !ON/INUI/Y !EN/RE:

UTI "ank 7a% t#e $ir%t :ank in t#e country to %et up a "u%ine%% Continuity Centre /"CC0 in "angalore 7#ic# replicate% t#e entire centrali2ed data:a%e 7it# a 3ie7 to ena:le t#e "ank to run %&oot#ly in ca%e o$ any e3entuality a$$ecting t#e "ankG% ata Centre in .u&:ai8 5ac# tran%action t#at get% recorded at t#e ata Centre get% re$lected al&o%t in%tantaneou%ly t#roug# @AN on t#e :ack+up data:a%e at t#e "CC8 !EN/RALISED PHONE BANKING !EN/RE T#e "ankG% Centrali2ed P#one "anking Centre pro3ide% cu%to&er% acro%% t#e country acce%% to t#e "ank o3er t#e p#one9 #andling &ultiple Kuerie% in a:out ?((( call% per day8 !EN/RALISED !OLLE!/ION AND PAYMEN/ HUB T#e "ankG% Centrali2ed Collection and Pay&ent =u: /CCP=0 &anage% t#e entire collection and pay&ent acti3ity under t#e "ankG% Ca%# .anage&ent Ser3ice% /C.S0 acro%% t#e country9 #andling on an a3erage a:out R%8<((( crore% per &ont# on t#e collection $ront and a:out R%8)<(( crore% per &ont# on t#e pay&ent $ront8 RE/AIL ASSE/S MANAGEMEN/ GROUP T#e "ankG% Retail A%%et% .anage&ent ;roup /RA.;0 i% t#e operation% #u: o$ t#e entire Retail a%%et di%tri:ution %tructure8 In addition to opening and di%:ur%ing &ore t#an *((( %c#e&atic loan% e3ery &ont#9 it i% re%pon%i:le $or t#e &aintenance o$ &ore t#an )((9((( %uc# loan account%9 and #andle% t#e entire po%t Q dated c#eKue pre%entation and %e3eral kind% o$ repay&ent% $or all t#e%e account%8 A/M BA!KEND !ELL T#e AT. "ackend Cell #andle% t#e entire ca%# &anage&ent and reconciliation o$ :alance% pertaining to AT.% acro%% t#e country and end% up tallying o3er $our lak# tran%action% :y t#e end o$ t#e day8 SERVI!E BRAN!HES T#e "ankG% Ser3ice "ranc#e% in t#e A &ajor &etro% take care o$ centrali2ed clearing acti3ity9 #andling &ore t#an one lak# c#eKue% e3ery day $or out7ard and in7ard clearing8

55

DA/A !EN/RE T#e "ankG% ata Centre in .u&:ai9 t#e centrali2ed IT po7er#ou%e i% like t#e central ner3ou% %y%te& o$ t#e "ank8 It i% a real ti&e ',6? %etup9 7#ic# &anage% '?( product% and %er3ice% o$ t#e :ank 7it# a data:a%e %i2e o$ )A<( ;" %upporting on an a3erage ,' lak# tran%action% per day9 to %er3ice o3er ,' lak# cu%to&er account% and adding ne7 cu%to&er% R A((( per day8 !EN/RALISED PRO!ESSING UNI/ T#e "ankG% Centrali%ed Proce%%ing Unit /CPU0 i% t#e :ack:one o$ t#e "ank9 &anaging production and deli3ery o$ t#e entire range o$ deli3era:le% to cu%to&er% acro%% t#e country 7it#in ', Q ?' #our% $ro& t#e ti&e t#e cu%to&er open% t#e account8 T#e CPU currently #andle% a:out A<(( ne7 account% e3ery day8

56

RESEAR!H ME/HODOLOGY

57

2, RESEAR!H ME/HEDOLOGY
9,2 /I/LE O S/UDY
Critical apprai%al o$ product 4 %er3ice% o$$ered :y A6i% "ank 7it# e&p#a%i% on depo%it &i6!

9,= 9,9

DURA/ION O PROJE!/
S#ort ter& project8

OBJE!/IVES O S/UDY
"anking and $inance can :e called a% t#e ner3e% o$ any

econo&ic %y%te& a% t#ey accelerate t#e proce%% o$ econo&ic de3elop&ent t#roug# canali2ation o$ adeKuate $inace8 It i% #ard to anticipate de3elop&ent o$ e$$icient :anking %er3ice% in t#e country8 No dou:t $inancial in%titution% play %o i&portant in econo&ic de3elop&ent :ut at t#e %o&e ti&e econo&ic de3elop&ent deter&ine% t#e gro7t# and de3elop&ent o$ :anking in%titution% t#e role o$ 3ariou% kind o$ :anking in%titution8 In econo&ic de3elop&ent need not :e e&p#a%i2ed8 .ain o:jecti3e o$ t#e %tudy i% to Critical apprai%al o$ product 4 %er3ice% o$$ered :y a6i% :ank8! So&e o$ t#e &ajor o:jecti3e% o$ t#e %tudy include t#e deter&ination o$ t#e $ollo7ingE Con%u&er a7arene%% a:out t#e product% and %er3ice% pro3ided :y t#e a6i% :ank8 Con%u&er pre$erence a:out 3ariou% product% and %er3ice%8 Cu%to&erG% perception to7ard% pri3ate "anking and t#eir e6pectation% $ro& pri3ate :ank%8 Cu%to&er %ati%$action 7it# t#e %er3ice pro3ided :y t#e :ank8 ra7 out 7it# conclu%ion% and %ugge%tion :a%ed on t#e analy%i% and t#e interpretation o$ data8

58

9,8

/YPE O RESEAR!H
Re%earc# i% one o$ t#e &o%t i&portant part% o$ any %tudy and

pertain% to t#e collection o$ in$or&ation and kno7ledge8 .arketing re%earc# i% de$ined a% t#e %y%te&atic de%ign9 collection9 analy%i%9 and reporting o$ data and $inding% rele3ant to a %peci$ic &arketing %ituation $acing t#e co&pany8 .y project #a% :een de3eloped on #a% :a%i% o$ :ot# e)&%o"$to"y and de'#"i&tiAe re%earc#8 T#e re%earc# proce%% depend% upon de3eloping t#e &o%t e$$icient plan $or gat#ering t#e needed in$or&ation8 e%igning a re%earc# plan call% $ro deci%ion% on t#e data %ource%9 re%earc# approac#e%9 re%earc# in%tru&ent%9 %a&pling paln9 and contact &et#od%8

9,:

SAMPLE SI>E AND ME/HOD O SELE!/ING SAMPLE

I c#o%e a %a&ple %i2e o$ ,( re%pondent% con%i%ting o$ :a%ed on

judg&ent %a&pling All re%pondent% 7ere t#e cu%to&er% o$ A6i% "ank8 T#e &et#od 7a% %i&ple rando& %a&pling8 D$t$ Sou"#e For t#i% project :ot# pri&ary and %econdary data 7ere 3alua:le %ource% o$ in$or&ation8 Se#o*d$"y d$t$ Secondary data pro3ide% a %tarting point $or any re%earc# and o$$er% 3alua:le %ource% o$ already e6i%ting in$or&ation8 Secondary data are t#e ea%ie%t to gat#er and t#e co%t o$ collecting t#i% data i% al%o 3ery lo78 For &y project 7ork it 7a% collected t#roug# t#e #elp o$ 3ariou% directorie% o$ 3ariou% a%%ociation%9 &aga2ine%9 ne7%paper%9 7e:%ite% etc8 T#e directorie% #elped &e in %#ort li%itng people9 $or &y target people8 So&e o$ t#e directorie% &ade u%e o$ are a% $ollo7%E

59

Telep#one directory Inco&e ta6 o$$ice City directory C#artered accountant directory Carpet indu%trie% directory Indian &edical a%%ociation directory Tran%porter directory La7yer% directory "uilder% 4 con%tructor% directorie%

P"im$"y d$t$ Pri&ary data are data $re%#ly gat#ered $or a %peci$ic purpo%e8 For &y project 7ork t#e pri&ary data 7a% collected :y &ean% o$ %ur3ey t#oug# Kue%tionnaire%8 !o*t$#t metCod' Once t#e client #ad :een decided no7 &y ta%k 7a% #o7 to contact t#e&9 and $or &e t#ere only t7o 7ay% o$ contacting t#e&8 )8 Pe"'o*$% i*te"Aie?:t#i% &et#od 7a% t#e &o%t appropriate 7ay o$ %ur3ey9 :ecau%e :y per%onal inter3ie7 I ca&e to kno7 a:out t#eir $eeling $or A6i% "ank8 '8 /e%e&Co*e:- T#i% &et#od 7a% al%o u%ed :y &e once or t7ice9 keeping in &ind t#e :u%y %c#edule o$ a $e7 re%pondent%8 9,; S!OPE O S/UDY A6i% "ank i% one o$ t#e &o%t $a&ou% :ank% in India8 T#e 3ariou% product% and %er3ice% o$$ered :y it includeE PRODU!/ epo%it% /Sa3ing account and current account0

60

 Loan% Card

SERVI!ES AT. .o:ile "anking Internet "anking Pay&ent Ot#er Ser3ice% T#e depo%it &i6 o$ an organi2ation e%pecially t#e Sa3ing account% are t#e :ack:one o$ e3ery :ank a% an ordinary &an i% &o%t inclined to in3e%t in it due to it% con3enience and ea%y a3aila:ility8 T#i% project deal% 7it# t#e 3ariou% cu%to&er concern% regarding t#e%e and trie% to %ugge%t appropriate %ugge%ting :a%ed on conclu%ion%8 I #ope t#at t#i% report 7ould :e a:le to %ugge%t %o&e &ea%ure% and dra7 attention o$ :ank to7ard% t#e area o$ i&pro3e&ent8 9,< Limit$tio*' o( Study T#e %tudy 7a% :a%ed on a 3ery &ode%t %a&ple %i2e #ence cannot :e called a% a repre%entation o$ t#e 3ie7% and opinion o$ t#e &ajority8 In a rapidly c#anging indu%try9 analy%i% on one day or in one %eg&ent can c#ange 3ery Kuickly8 T#e en3iron&ental c#ange% are 3ital to :e con%idered in order to a%%i&ilate t#e $inding%8 T#e conclu%ion arri3ed at are :a%ed on a 3ery le%% e6perience o$ re%earc#er in t#i% $ield8

61

62

A!/S F INDINGS

63

=, A!/S F INDINGS
K,2 .Ci#C $"e 0"ou& do you be%o*0 1AGE .ISE6L S, No, ) ' * , A0e G"ou& Le%% t#an '< '< to ,( ,( to << A:o3e << No, o( Re'&o*de*t' 1 )A )( ,

K,=

?C$t i' you" o##u&$tio*L A0e G"ou& Ser3ice "u%ine%% Student Ot#er% No, o( Re'&o*de*t' )A )( 1 1

S, No, ) ' * ,

K,9

P%e$'e '&e#i(y you" $**u$% i*#omeL A0e G"ou& Le%% t#an ) lak# ) to ' lak# ' to * lak# * to , lak# .ore t#an , lak# No, o( Re'&o*de*t' 1 A A A )(

S, No, ) ' * , <

K,8

?C$t (e$tu"e'E$tt"ibute'7 ?Ci%e o&e*i*0 $* $##ou*t do you e)&e#t ("om $ b$*+L

S, No, ) '

A0e G"ou& Wuick Ser3ice% Proper in$or&ation

No, o( Re'&o*de*t' )1 A

64

* , <

@orking #our% Le%% For&alitie% Variety o$ Product

1 1 ,

K,:

.C$t +i*d o( $##ou*t do you C$Ae i* A)i' B$*+L A0e G"ou& Sa3ing Account Current Account Fi6ed epo%it% NRL Account Ot#er% No, o( Re'&o*de*t' )A )( 1 ' ,

S, No, ) ' * , <

K,;

.Co i*(%ue*#ed to o&e* $* $##ou*t i* A)i' B$*+L A0e G"ou& Friend and Relati3e Ad3erti%e&ent "ank 5&ployee% Pro%pectu% No, o( Re'&o*de*t' ), )' )( ,

S, No, ) ' * ,

K,<

You" "em$"+ o* &"odu#t' o( A)i' B$*+L A0e G"ou& 56cellent ;ood A3erage Poor No, o( Re'&o*de*t' )' )1 )( '

S, No, ) ' * ,

K,3

I* #om&$"i'o* to otCe" b$*+ Co? ?ou%d you "$te A)i' B$*+L

65

S, No, ) ' * , <

A0e G"ou& 56cellent ;ood A3erage Poor CanGt Say

No, o( Re'&o*de*t' A )A )( ' '

K,5

Ho? %o*0 did you" ?$it i* GueueL A0e G"ou& (+< .inute <+)( .inute .ore t#an )( .inute No, o( Re'&o*de*t' ', )' ,

S, No, ) ' *

66

K,24 do you tCi*+ tCe *umbe" o( #ou*te" $A$i%$b%e $"e 'u((i#ie*t L

S, No, ) ' >e% No

A0e G"ou&

No, o( Re'&o*de*t' *' A

67

ANALYSIS F IN/ERPRE/A/ION

68

9, DA/A ANALYSIS F IN/ERPRE/A/ION

K,2 .Ci#C $"e 0"ou& do you be%o*0 1A0e ?i'e6 L
I*te"&"et$tio* : A$ter looking t#i% :ar grap#9 it can :e %aid t#e &iddle+aged group are t#e &ain cu%to&er o$ t#e :ank% a% t#ey occupied al&o%t ?<H o$ t#i% grap#8 T#e :ank #a% a #uge potential in ter&% o$ t#e untapped &arket Q >oung and old age group people8 =ig# pay package% to todayG% e&ployed yout# and large %a3ing 7it# t#e old age people /e%pecially in ur:an area%0 #a% &ade t#e& attracti3e potential cu%to&er%8

69

K,= .C$t i' you" o##u&$tio* L

I*te"&"et$tio* : .o%t o$ t#e %er3ice cla%% people pre$er to open a Sa3ing% Account in co&pari%on to t#e :u%ine%% cla%% people8 T#i% &ay :e po%%i:le due to t#e $acility o$ Any7#ere "anking! %uiting t#eir need% and pre$erence%8

70

K,9 P%e$'e '&e#i(y you" $**u$% i*#omeL

I*te"&"et$tio*: Inco&e doe% not &ake any di$$erence a% $ar a% opening t#e account in t#e A6i% "ank i% concerned9 a% t#e :ar diagra& i% 3i3idly re3ealing t#at &ore or le%% people o$ e3ery %eg&ent o$ inco&e group #a3e opened and are opening t#e account e6pert one group i8e8 lo7er inco&e group 7#ere e&p#a%i% i% reKuired to penetrate t#i% group %o it can :e %aid t#at t#e target group o$ t#e a6i% :ank9 %pecially $or %a3ing account are o$ e3ery %eg&ent o$ inco&e group %ince it% i% de3oted to render :e%t %er3ice% to it% co%tu&er8

71

K,8 ?C$t (e$tu"e'E$tt"ibute'7 ?Ci%e o&e*i*0 $* $##ou*t do you e)&e#t ("om $ b$*+L

I*te"&"et$tio*: @#en a cu%to&er 3i%it% any :ank t#e $ir%t and $ore&o%t t#ing #e e6pect% i% t#e Kuickne%% o$ %er3ice and t#e pro&ptne%% in entertaining :y t#e :ank e&ployee8 Second t#ing cu%to&er 7i%#e% to #a3e i% proper in$or&ation regarding #i% Kuerie%8 One t#i% in t#i% :ar al%o really %igni$icant i%9 $actor like le%% $or&alitie% o$ docu&ent 7#ile opening an account8 Varietie% o$ product do not &ake a :ig i&pact on cu%to&er :e#a3ior $or opening an account in any :ank i$ it% %er3ice% are e$$icient8 "ut on t#e ot#er #and :ank canGt ignore 7orking #our%8 A% in t#i% :ar cu%to&er #a% erred it8 For t#e%e %er3ice% like :ank pre$erence %#ould :e gi3en to &ake a pro&pt and cu%to&er $riendly %er3ice c#annel8 For t#i% $ocu% &u%t :e gi3en to &ake 7ell in$or&ed and proacti3e e&ployee along 7it# 7ork %#ould :e e6ecuted tec#nologically rat#er t#an &anually8

72

K,: .C$t +i*d o( $##ou*t do you C$Ae i* A)i' B$*+ L

I*te"&"et$tio* : Sa3ing account i% t#e leading and attracti3e product $or t#e A6i% :ank a% it occupie% a &ajor c#unk in t#i% :ar8 It i% clearly i&plying t#at t#i% product #a% t#e a:ility to %ati%$y t#e cu%to&er%8 On t#e %econd #ad and t#e po%ition% current account% and $i6ed depo%it% #a% al%o :een #elp$ul to increa%e t#e cu%to&er :a%e :ut %till t#eir per$or&ance% need% to :e i&pro3ed8 One t#ing in t#i% :ar 7#ic# i% %igni$icant i% t#e :u%ine%% o$ t#e :ank i% relying on only $e7 leading product%9 rea%on $or t#i% could :e9 neit#er it #a% li&ited range o$ product% nor re%t o$ t#e product doe% not #a3e &uc# a:ility to penetrate in t#e %ti$$ &arket o$ :anking o$ Iaipur8 T#at i% gi3ing an alar&ing &e%%age to t#e &anage&ent o$ t#e :ank to go or analy2ing t#e %ituation 3ery &inutely and &u%t a%certain 7#ere t#ing% are going 7rong and $or t#at 7#at %#ort o$ nece%%ary %tep could :e taken8 Pro3iding :etter %er3ice% in co&pari%on 7it# t#e co&petitor% i% a &u%t $or e6celling in indu%try8

73

K,; .Co i*(%ue*#ed to o&e* $* $##ou*t i* A)i' B$*+ L

I*te"&"et$tio* : A% it i% %aid a %ati%$ied cu%to&er i% t#e :e%t &ediu& $or ad3erti%e&ent %ince in t#i% :ar $riend% and relati3e% #a3e play a key role in opening t#e account% $or ot#er%9 7#ic# i&plie% t#at :ank real cu%to&er are %ati%$ied enoug# 7it# t#e $acilitie% a3aila:le on t#e product% and t#e %er3ice% enjoyed :y t#e&8 An ad3erti%e&ent and :ank e&ployee% &ore or le%% #a% :een good per$or&er in t#eir re%pecti3e do&ain8 It re3eal% ad3erti%e&ent o$ di$$erent &ediu&9 a% :een a key $actor in generating t#e a7arene%% a:out :ank% product a% 7ell a% $acilitie% t#at are &ade to a3aila:le on t#en in t#e people% &ind8

74

K,< You" "em$"+ o* &"odu#t' o( A)i' B$*+ L

I*te"&"et$tio* : A% t#i% :ar i% %#o7ing at 7#at le3el people are %a3ed 7it# %a3ing account9 7it# it% uniKue $acilitie% $eature%9 and a:ility to %er3e all t#e need% o$ cu%to&er :ecau%e :y and large it can :e %aid ?<H people are %a3ing good to %a3ing% account%9 t#i% i&plie% t#at t#i% product #a% :een a leading product and %till an attracti3e product o$ t#e A6i% :ank8 Rea%on $or t#i% could :e di$$erent type o$ $acility a%%ociated 7it# t#i% product9 7#ic# are reading true 3alue to t#e cu%to&er and &arketing people are al%o 3ery &uc# de3oted to gi3e t#e :e%t $ro& t#i% part8 5$$ort% &u%t :e gi3en to kno7 7#y t#ey are people 7#o are %till %aying a3erage and poor a:out %a3ing account% and 7#at are t#e $actor% t#at are going 7rong 7it# t#at %eg&ent o$ people8

75

K,3 I* #om&$"i'o* to otCe" b$*+ Co? ?ou%d you "$te A)i' B$*+ L

I*te"&"et$tio* : Rating o$ any :ank depend% on it% o3erall per$or&ance in t#e eye o$ t#e people8 T#i% :ar i% 3i3idly %#o7ing t#at t#e per$or&ance o$ A6i% :ank #a% :een good :ecau%e in %uc# a %#ort %pan o$ itG% e6i%tence in t#i% city 7it# %trong co&petition $ro& &ajor pu:lic %ector :ank like S"I and ot#er pri3ate :ank%9 Rea%on $or t#i% could :e9 it #a% occupied a di$$erent po%ition in t#e people &ind 7it# it% cu%to&er $riendly product% and to %er3e t#e& a e$$icient and pro&pt :anking %y%te&8

76

K,5 Ho? %o*0 did you" ?$it i* Gueue L

I*te"&"et$tio* : A% t#i% :ar grap# %#o7ing <?H people 7ait in Kueue (+< &inute%8 @#ile it %#ould :e )((H people8

77

K,24 Do you tCi*+ tCe *umbe" o( #ou*te" $A$i%$b%e $"e 'u((i#ie*t L

I*te"&"et$tio*: A% t#i% :ar grap# %#o7ing A'H people are %u$$icient8 @#ile it %#ould :e )((H people8

78

S.O/ ANALYSIS

79

8, S.O/ ANALYSIS
St"e*0tC'
Support o$ 3ariou% pro&oter% =ig# le3el to %er3ice% -no7ledge o$ Indian &arket Strong &anage&ent tea& Co&pre#en%i3e range o$ $inancial product% 4 Ser3ice%

.e$+*e''e'
Lo7 &arket capitali2ation Not :een $ully a:le to po%ition it%el$ correctly A3erage 3olu&e o$ :ranc# net7ork

O&&o"tu*itie'
;ro7ing Indian :anking %ector People are :eco&ing &ore %er3ice oriented in t#e glo:al &arket Tec#nological c#ange% Increa%e o$ ne7 :ranc# net7ork

/C"e$t'
Fro& 3ariou% co&petitor% Foreign :ank% ;o3ern&ent :ank%

Aggre%%i3e co&petition %trategy a&ong t#e &ain :ank% 5cono&ic uncertainty in glo:al &arket

80

!ON!LUSION

81

:, !ON!LUSION
In t#i% ti&e o$ econo&y %lu&p9 7#ere all option% o$ In3e%t&ent lack% t#e intere%t o$ people $or one or ot#er rea%on9 F %till re&ain% at t#e top in t#e &ind o$ people a% a kno7n con3enient and re7ard earning option $or in3e%ting t#eir #ard earned %a3ing%8 =o7e3er $alling :ank% rate% #a3e certainly le%%en t#e $ait# o$ people in it9 :ut %till it re&ain% t#e $ir%t c#oice o$ %&all in3e%torG% :ecau%e it i% %ynony&ic 7it# %a$e and $i6ed return gi3ing alternati3e $or in3e%t&ent o$ %a3ing%8 T#e need o$ t#e #our i% %a$ety and %ecurity9 #ig# ri%k i% out8 Recent glo:al econo&y %lo7do7n #a% &ade negati3e in$luence on let in3e%tor perception o$ %ecurity8 @it# t#e arri3al o$ pink %lip %olute9 people 7#o 7ere %pending a% t#oug# t#ere 7ill no to&orro7 #a3e turned %a3er%8 And %a3er% are looking &uc# &ore clo%ing at in3e%t&ent a3enue% in order to opti&i2e t#eir return% at lea%t ri%k8 @e $ound t#atE+ Sa3ing% $ro& t#e :ack:one $or F &ainly a$$ected :y t#ree $actor%8 )8 Inco&e Q #ig#er t#e inco&e9 #ig#er t#e %a3ing%8 '8 Con%u&ption Q #ig#er t#e con%u&ption9 lo7er t#e %a3ing%8 *8 In$lating Q #ig#er t#e in$lating rate9 lo7er t#e %a3ing%8 A6i% "ank %a3ing product i% #ig#ly popular due to it% 3ariou% $acilitie%9 any7#ere :anking 7it# AT. and e:it Card8 In ca%e o$ %pecial %a3ing Account9 i$ :ank pro3ide% t#e c#eKue% pickup $acility t#en it can tap out &ore nu&:er o$ tru%t% and %ociety8 &arket8 Sa3ing% o$ people are

82

RE!OMMENDA/ION F SUGGES/ION

83

;, RE!OMMENDA/ION F SUGGES/ION
.o%tly %er3ice cla%% per%on% pre$er t#e a6i% :ank in t#e
co&pari%on o$ :u%ine%% and %tudent% and ot#er cla%% per%on% t#u% it need% to pro&ote it% product and %er3ice% t#at are o$$ered &ainly $or t#e :u%ine%% cla%% people and %tudent%8 "ecau%e t#e%e t7o cla%% $or&% &ajor u%er% o$ t#e :anking %er3ice%8

A6i% :ank i% nor&ally not u%ing properly $or t#e current account
%o it% popularity ratio i% Kuite do7n8 T#i% :ank nor&ally u%ing $or t#e long ter& planning like %a3ing and F 8

T#i% :ank i% not in3e%ting &ore into t#e &arketing %ector %o I 7ill
%ugge%t t#at %o&e o$ t#e part o$ inco&e it in3e%ting in t#e ad3erti%ing and &arketing %ector8

Into t#e co&pari%on o$ ot#er :ank it% per$or&ance i% Kuite good :ut not an e$$ecti3e %o t#i% &ay :e doing t#e rate% 7ere do7n 7it# %o&e ot#er $acilitie%8

84

RE!OMMENDA/IONS /O /HE !OMPANY /O GAIN UPPER MARKE/ SHARE: UTI "ank 7a% one o$ t#e $ir%t pri3ate :ank% to launc# operation% in t#e country in )BB,9 a$ter t#e ;o3ern&ent o$ India pa%%ed a re%olution in $a3or o$ pri3ati2ation8 An IT %a33y :ank9 UTI "ank i% a pioneer in adopting ne7 tec#nologie% in t#e :anking %ector8 UTI #a% a 3ery large net7ork o$ :ranc# o$$ice% and e6ten%ion counter% acro%% t#e country8 @it# o3er )?(( AT.%9 UTI "ank #a% t#e large%t AT. net7ork o$ it% kind in India8 !RM: Pri3ati2ation opened up t#e Indian :anking %ector9 allo7ing a large nu&:er o$ player% to o$$er retail :anking %er3ice% in t#e country8 U%ing t#e late%t tec#nologie%9 UTI "ank introduced Kuality %er3ice% to en#ance t#e :anking e6perience o$ it% cu%to&er%8 A% t#e %er3ice% %tack e6panded9 %upporting cu%to&er% :eca&e a c#allenging ta%k8 5$$icient %er3ice and ti&ely %upport 7ere t#e deciding $actor% $or cu%to&er% to re&ain loyal to any particular :ank9 7#ic# :roug#t Cu%to&er Relation%#ip .anage&ent /CR.0 into %#arp $ocu%8 BPO: UTI "ank 7anted to e%ta:li%# it%el$ a% a cu%to&er $ocu%ed :ank and car3e a nic#e $or it%el$ a&id%t t#e 7ide%pread co&petition8 Setting up a %tate o$ t#e art call center $acility t#at could pro3ide Kuality %upport to cu%to&er% acro%% t#e country :eca&e 3ital to $urt#er t#i% goal8 T#e call center 7a% e6pected to eli&inate t#e load o$ routine Kuerie% t#at :ranc# operator% #ad to #andle8 A dedicated re%pon%e center 7ould allo7 :ranc# operator% to di3ert all cu%to&er%G Kuerie% to t#e #elpde%k nu&:er and $ocu% on t#eir core re%pon%i:ilitie% in%tead8 Al%o9 a %ingle 7indo7 %er3ice 7it# a populated kno7ledge:a%e 7ould introduce a #ig# degree o$ %tandardi2ation in t#e replie% gi3en to cu%to&er Kuerie%8 T#e :ank 7a% al%o looking to a3oid a %ituation 7#ere cu%to&er% 7ould :e put on #old $or long period% o$ ti&e8 A $ailo3er and redundancy %olution 7a% reKuired to guarantee #ig# a3aila:ility o$ %er3ice% and en%ure uninterrupted call tra$$ic8 For #andling large call 3olu&e%9 t#e application in$ra%tructure 7a% al%o reKuired to :e per$ectly %cala:le8 T#e :ank 7anted a %olution t#at could acco&&odate gro7t# o3er a long period o$ ti&e8

85

APPENDIB

86

<, APPENDIB
KUES/IONNAIRE
ear %irL&ada& I a& &anage&ent %tudent conduction a %ur3ey on A6i% "ank9 Iaipur8 I %#all :e 3ery t#ank$ul9 i$ you gi3e your $e7 &inute% to &e $or an%7ering $e7 Kue%tion% gi3en :elo78 53ery in$or&ation gi3en :y you 7ill :e $or an%7ering $e7 Kue%tion% gi3en :elo78 53ery in$or&ation gi3en :y you 7ill :e only $or acade&ic purpo%e8 Na&eXXXXXXXXXXXX8 Se6XXXXXXXXXXXXX Age XXXXXXXXXXXX88 Occupation XXXXXXXXXX W8) @#ic# age group do you :elongP a0 :0 c0 d0 W8' Le%% t#an '< '< to ,( ,( to << A:o3e << Addre%% XXXXXXXXXX XXXXXXXXXXXXX888

@#at i% your occupationP a0 :0 c0 d0 Ser3ice "u%ine%% Student Ot#er%

87

W8*

Plea%e %peci$y your annual inco&eP a0 :0 c0 d0 e0 Le%% t#an ) lak# ) to ' lak# ' to * lak# * to , lak# .ore t#an , lak#

W8,

@#at $eature%Lattri:ute%9 7#ile opening an account do you e6pect $ro& a :ankP a0 :0 c0 d0 e0 Wuick Ser3ice% Variety o$ product% Le%% $or&alitie% o$ docu&ent% @orking #our% Proper in$or&ation

W8<

@#at kind o$ account do you #a3e in A6i% "ankP a0 :0 c0 d0 Sa3ing Account Current Account Fi6ed epo%it% NRL Account

W81

@#o in$luenced to open an account in A6i% "ankP a0 :0 c0 d0 "ank 5&ployee% Pro%pectu% Ad3erti%e&ent Friend and Relati3e 7ould you reco&&end

88

W8?

>our re&ark on product% o$ A6i% "ankP a0 :0 c0 d0 56cellent ;ood A3erage Poor

W8A

In co&pari%on to ot#er :ank #o7 7ould you rate A6i% "ankP a0 :0 c0 d0 e0 56cellent ;ood A3erage Poor CanGt Say

W8B

=o7 long did your 7ait in KueueP a0 :0 >e% No

W8)( do you t#ink t#e nu&:er o$ counter a3aila:le are %u$$icientP a0 :0 >e% No

89

3, BIBLIOGRAPHY
.eb'ite'
7778a6i%:ank8co& 7778in$inancial%8co& 7778a6i%:ank8co&L6&lapplicationLa:outu%L$inancial%Li&age%LAn nual + Report + '()(8 P F8

90