EXECUTIVE SUMMARY

India has a robust banking structure characterized by three major bank groups, viz., Public Sector Banks, Private Sector Banks and Foreign Banks, and a large network of branches. Further, prudent policies of regulation and supervision, global standards in banking practice, pursuit of efficiency in business and operations, coupled with a wide range of reforms in processes and procedures have enhanced the potential for sustained growth of Indian banking. The inherent robustness of the sector was witnessed when it posted a strong turnaround after 1993, to emerge as one of the most successful banking industries in the world. Although prospects for the Indian banking industry remain optimistic, there are certain challenges that the industry will have to meet. Banks in Asia, particularly in China, have a phenomenal size when compared to Indian banks. Liberalization is leading to creation of global banks through growth and consolidation. In this background, an important and urgent challenge for Indian banks is to create a size that would be effective in dealing with the global competition. Though progress has been made, technology solutions integrating the entire banking operations need to move at a faster pace. Banks, particularly those in the public sector, need to step up the use of infrastructure related to Real Time Gross Settlement and Electronic Fund Transfer Systems that could benefit their customers. There is scope for banks to increase the share of noninterest income, which will raise profitability and productivity. While opportunities exist, realizing them is a challenge that banks could meet with successful harmonization of technology, human resource skills and financial expertise. Recognition of the sustained dynamism and growth witnessed in this strategic sector. The publication seeks to felicitate and chronicle the leading banks that have shaped the resilience and strength being witnessed in the sector today. According to the RBI definition, commercial banks which conduct the business of banking in India and which (a) have paid up capital and reserves of an aggregate real and exchangeable value of not less than Rs 0.5 mn and

(b) satisfy the RBI that their affairs are not being conducted in a manner detrimental to the interest of their depositors, are eligible for inclusion in the Second Schedule to the Reserve Bank of India Act, 1934, and when included are known as Scheduled Commercial Banks. Scheduled Commercial Banks in India are categorized in five different groups according to their ownership and/or nature of operation. These bank groups are State Bank of India and its associates, Nationalized Banks, Regional Rural Banks, Foreign Banks and Other Indian Scheduled Commercial Banks (in the private sector). All Scheduled Banks comprise Schedule Commercial and Scheduled Co-operative Banks. Scheduled Cooperative banks consist of Scheduled State Co-operative Banks and Scheduled Urban Cooperative Banks. Indian banking, in addition to improvements in performance and efficiency, has also experienced significant changes in the structure of asset and liabilities. The major changes on the liabilities side include relatively higher growth of demand deposits over time deposits, and also, within time deposits, greater preference for short term over the longer term deposits. Banks are moving away from investments to loans due to more lending opportunities offered by the higher economic growth. Despite sharp rise in the credit growth, improved risk management processes and procedures of banks contained the surge in bad debts which is evident from the lower levels of incremental nonperforming assets reported by the banks as also the rise in the proportion of standard assets. Further improvement in risk management systems could provide banks with more opportunities in expanding credit and pursuing higher levels of growth in retail lending. This research will highlight more on the product portfolio of Private Banking of IDBI Bank, HSBC Bank, Yes Bank and Axis Bank, how they have changed or innovatively structured to be attractive and competitive.

IDBI BANK
IDBI Bank Ltd. is a Universal Bank with its operations driven by a cutting edge core Banking IT platform. The Bank offers personalized banking and financial solutions to its clients in the retail and corporate banking arena through its large network of Branches and ATMs, spread across length and breadth of India. We have also set up an overseas branch at Dubai and have plans to open representative offices in various other parts of the Globe, for encashing emerging global opportunities. As on March 31, 2011, the Bank had a network of 816 Branches and 1372 ATMs. The Bank's total business, during Fy 2010-11, reached Rs. 3,37,584 Crore, Balance sheet reached Rs. 2,53,377 Crore while it earned a net profit of Rs. 1650 Crore (up by 60 %).

Vision of the Bank is for it to be the trusted partner in progress, by leveraging quality human capital and setting global standards of excellence, to build the most valued financial conglomerate. Our experience of financial markets helps us to effectively cope with challenges and capitalize on the emerging opportunities by participating effectively in our countrys growth process.

QUESTIONNAIRE

1. Name: Jitesh Shah

2. Occupation: Student

3. Name of your Bank: IDBI BANK

4. Do you think that your bank caters all your banking needs? (a) Yes Ans:yes 5. For the past how many years you have account with this bank? Ans:2 years (b) No

6. What kinds of account do you maintain in this bank? (a) Current (b) Savings (c) Loan a/c (d) De mat (e) Credit card

Ans: Loan a/c and Savings a/c

7. Which of the following facilities is given more importance in your bank? (a) Loan facilities Ans: O/D, loan (b) O/D facilities (c) ATM facilities

8. Does your bank have listed its share in stock exchange? (a) Yes Ans:Not aware (b) No (c) Not Aware

9. Does your bank have core banking facility for the customers? (a) Yes (b) No (c)Not aware

Ans:Not aware

10. Do they charge unnecessarily for not maintain minimum balance in your account? (a) Yes Ans:No (b) No

11. Are you happy with the ATM services? (a) Yes Ans: No (b) No

12. Do you think your bank offers competitive interest rate? (a) Yes Ans: yes (b) No

13. Do you use the service of alternative bank? (a) Yes Ans: Yes (b) No

14. What do you feel about overall service quality of your bank? (a)Excellent (b) very good (c) good (d) average (e) poor

Ans: average

15. Would you recommend this bank to your friends, relatives, associates? (a) Yes Ans:No (b) No

16. When do you think of your bank what comes first in your mind? (a) Personalized service (b) Wide branch network (c) Customer service (d) computerized banking Ans: Customer Service

HSBC BANK

The Hongkong and Shanghai Banking Corporation Limited (HSBC) origins in India date back to 1853, when the Mercantile Bank of India was established in Mumbai. The Bank has since, steadily grown in reach and service offerings, keeping pace with the evolving banking and financial needs of its customers. The antecedents of the HSBC Group in India can be traced back to October 1853 when the Mercantile Bank of India, London and China was founded in Bombay (now Mumbai). Starting with an authorised capital of Rs 5 million, the Mercantile Bank soon opened offices in London, Madras(Chennai), Colombo and Kandy, followed by Calcutta(Kolkata), Singapore, Hong Kong, Canton(Guangchow) and Shanghai by 1855. The following hundred years were in many ways propitious for the Mercantile Bank. In 1950 it moved into its new head office building in Mumbai.at Flora Fountain.

The acquisition in 1959 by The Hongkong and Shanghai Banking Corporation Limited of the Mercantile Bank was a decisive factor in laying the foundation for today's HSBC Group. Founded in 1865 to serve the needs of the merchants of the China coast and finance the growing trade between China, Europe and the United States, HSBC has been an international bank from its earliest days.

After the Mercantile Bank was acquired by The Hongkong and Shanghai Banking Corporation, the Flora Fountain building became and remains to this day, the Head Office of the HSBC Group in India.

Through the 1990s, HSBC has vigorously developed its role as one of the leading banking and financial services organisations in the world. Its strategy of 'managing for value' emphasises the Group's unique balance of business and earnings between older, mature economies and fastergrowing emerging markets.

HSBC in India is proud to have retained the Group's pioneering streak by being an active partner in the development of the Indian banking industry - even giving India its first ATM way back in 1987. The organisation's adaptability, resilience and commitment to its customers have further enabled it to survive through turbulent times and prosper through good times over the past 150 years. In India, the Bank offers a comprehensive suite of world-class products and services to its corporate and commercial banking clients as also to a fast growing personal banking customer base.

Commercial Banking

Personal Banking.

Non Resident Indian Banking

Financial Planning Services

Corporate Banking.

Business Banking

Payments and Cash Management

Trade (international and domestic) and Factoring Services

Institutional Banking

Treasury and Capital Markets

Custody and Clearing

QUESTIONNAIRE 1. Name: Abhishek Mathur 2. Occupation: Engineer

3. Name of your Bank: HSBC BANK

4. Do you think that your bank caters all your banking needs? (a) Yes (b) No

Ans :Yes

5. For the past how many years you have account with this bank? Ans:4 years

6. What kinds of account do you maintain in this bank? (a) Current Ans: Saving (b) Savings (c) Loan a/c (d) De mat (e) Credit card

7. Which of the following facilities is given more importance in your bank? (a) Loan facilities Ans: O/D facilities 8. Does your bank have listed its share in stock exchange? (a) Yes Ans:Yes (b) No (c) Not Aware (b) O/D facilities (c) ATM facilities

9. Does your bank have core banking facility for the customers? (a) Yes Ans:Yes (b) No

10. Do they charge unnecessarily for not maintain minimum balance in

your account? (a) Yes Ans:Yes (b) No

11. Are you happy with the ATM services? (a) Yes Ans:No (b) No

12. Do you think your bank offers competitive interest rate? (a) Yes Ans:Yes (b) No

13. Do you use the service of alternative bank? (a) Yes Ans:Yes (b) No

14. What do you feel about overall service quality of your bank? (a)Excellent (b) very good (c) good (d) average (e) poor

Ans:Good

15. Would you recommend this bank to your friends, relatives, associates? (a) Yes Ans:Yes 16. When do you think of your bank what comes first in your mind? (a) Personalized service (b) Wide branch network (c) Customer service (d) computerized banking Ans: Personalized Services (b) No

AXIS BANK
Axis Bank Limited, formerly UTI Bank, is a financial services firm that had begun operations in 1994, after the Government of India allowed new private banks to be established. The Bank was promoted jointly by the Administrator of the Specified Undertaking of the Unit Trust of India (UTI-I), Life Insurance Corporation of India (LIC), General Insurance Corporation Ltd., National Insurance Company Ltd., The New India Assurance Company, The Oriental Insurance Corporation and United India Insurance Company UTI-I holds a special position in the Indian capital markets and has promoted many leading financial institutions in the country. The bank changed its name to Axis Bank in April 2007 to avoid confusion with other unrelated entities

with similar name. After the Retirement of Mr. P. J. Nayak, Shikha Sharma was named as the bank's managing director and CEO on 20 April 2009. As on the year ended 31 March 2009 the Bank had a total income of 13,745.04 crore (US $3.07 billion) and a net profit of 1,812.93 crore (US $404.28 million). On 24 February 2010, Axis Bank announced the launch of 'AXIS CALL & PAY on atom', a unique mobile payments solution using Axis Bank debit cards. Axis Bank is the first bank in the country to provide a secure debit card-based payment service over IVR.

QUESTIONNAIRE 1. Name: Amit Suri 2. Occupation: Student

3. Name of your Bank: AXIS BANK

4. Do you think that your bank caters all your banking needs? (a) Yes Ans :Yes (b) No

5. For the past how many years you have account with this bank?

Ans:2 years

6. What kinds of account do you maintain in this bank? (a) Current Ans: Saving (b) Savings (c) Loan a/c (d) De mat (e) Credit card

7. Which of the following facilities is given more importance in your bank? (a) Loan facilities Ans: Atm 8. Does your bank have listed its share in stock exchange? (a) Yes Ans:Not aware (b) No (c) Not Aware (b) O/D facilities (c) ATM facilities

9. Does your bank have core banking facility for the customers? (a) Yes Ans:No (b) No

10. Do they charge unnecessarily for not maintain minimum balance in your account? (a) Yes (b) No

Ans:Yes

11. Are you happy with the ATM services? (a) Yes Ans:Yes (b) No

12. Do you think your bank offers competitive interest rate? (a) Yes Ans:Yes (b) No

13. Do you use the service of alternative bank? (a) Yes Ans:Yes (b) No

14. What do you feel about overall service quality of your bank? (a)Excellent Ans:Good (b) very good (c) good (d) average (e) poor

15. Would you recommend this bank to your friends, relatives,

associates? (a) Yes Ans:No (b) No

16. When do you think of your bank what comes first in your mind? (a) Personalized service (b) Wide branch network (c) Customer service (d) computerized banking Ans: Computerized Banking

YES BANK
YES Bank Limited is an Indian Bank, engaged in providing a range of banking and financial services. The Banks business segments include Treasury, Corporate/Wholesale Banking, Retail Banking, Corporate Finance, Transaction Banking and a host of other Banking services. It was founded by Rana Kapoor and his partner (Late) Ashok Kapur with the duo holding a collective financial stake of 27.16%. YES Bank has received significant national and international recognitions which include Mr. Rana Kapoor, Founder, MD & CEO being recognized as the Entrepreneurial Banker of the Decade (2001-2010) by Bombay Management Association, India's No. 1 New Private Sector Banking the Financial Express-E&Y Best Banks Survey 2010, India's Fastest Growing Bank

of the Year at the Bloomberg UTV Financial Leadership Awards 2011. YES Bank has become the first Indian Bank, and the third one globally in the banking industry to receive certification for its 'Complaints Management System (ISO 10002:2004)' by the British Standard's Institution (BSI) as on August 25, 2010. The bank was also awarded the ISO 27001:2005 Certification for its 'Information Security Management System' by BSI. In 2010, the bank announced the roll-out of a strategic blueprint, named Version 2.0 of the bank, to further accelerate its business growth in the retail banking space, with the objective to achieve by 2015, a balance sheet size of Rs.1,50,000 crore, deposits of 125,000 crore, advances of 100,000 crore, a pan India network of 750 branches and a human capital base 12,000 by 2015.

QUESTIONNAIRE

1. Name: Mrs. Vinita Kumar

2. Occupation: Housewife

3. Name of your Bank: YES BANK

4. Do you think that your bank caters all your banking needs? (a) Yes (b) No

Ans:Yes

5. For the past how many years you have account with this bank? Ans:2 years 6. What kinds of account do you maintain in this bank? (a) Current (b) Savings (c) Loan a/c (d) De mat (e) Credit card

Ans;Saving A/c

7. Which of the following facilities is given more importance in your bank? (a) Loan facilities Ans:Atm facilities (b) O/D facilities (c) ATM facilities

8. Does your bank have listed its share in stock exchange? (a) Yes Ans; Not aware (b) No (c) Not Aware

9. Does your bank have core banking facility for the customers? (a) Yes Ans: Dont Know (b) No

10. Do they charge unnecessarily for not maintain minimum balance in your account? (a) Yes Ans:Yes (b) No

11. Are you happy with the ATM services? (a) Yes Ans: Yes (b) No

12. Do you think your bank offers competitive interest rate?

(a) Yes Ans:yes

(b) No

13. Do you use the service of alternative bank? (a) Yes Ans:No (b) No

14. What do you feel about overall service quality of your

bank? (a)Excellent (b) very good (c) good (d) average (e) poor

Ans:Very good

15. Would you recommend this bank to your friends, relatives, associates? (a) Yes Ans:Yes (b) No

16. When do you think of your bank what comes first in your mind? (a) Personalized service (b) Wide branch network (c) Customer service (d) computerized banking Ans: Customer service and computerized banking

COMPARATIVE ANALYSIS So, the comparative analysis of all four major private banks on the basis of their customer satisfaction. In this I am going to cover the all facilities provided by the banks like services related to interest rates, accounts, loan facilities, credit cards, ATM services, De Mat accounts etc. HSBC bank , India's one of the largest Personal as well as other service provider, HSBC Banks key problems are its poor computerized banking service. It is investigating technical problems that prevented customers from accessing its online banking service and withdrawing money from some ATMs and branches. Customers using the website of First Direct, which is part of the

HSBC group, have also been reporting problems accessing their accounts. The bank said it had suffered a "similar problem". While if we talk about IDBI Bank, it has all the product which , pvt sector banks have except credit card.Its computerized service still needs some improvement in order to satisfy its customer and it should also concentrate to increase ATM facilities in country as it has not optimum level of ATM available in India.

Axis bank, needs to move much quicker with painful decisions like what ICICI Bank did with their PoS terminal division recently. After a rapid innings of growing their Point of Sale (PoS) business to 1.8 lakh terminals the countrys largest, ICICI Bank decided to sell the entire business to First Data.Axis Bank is still to take a call on this, even while having only lower margins, and a PoS business of 1.2 lakh terminals.And even while Axis Bank finds it challenging to compete with ICICI Bank and HDFC, it is facing increased pressure from public sector banks (PSBs). PSBs are lending at 11 12.25%, against Axis Banks 12.75 16%. Yes Bank, is one of Indias smallest banks in all categories taken together traditional private banks, new generation private banks, and public sector banks (PSBs).Although it is very small in comparison to the other Key players lik Axis bank,SBI,ICICI etc. Yes Bank need to tread carefully in some domains as it already has a serious non-performing assets (NPA) problem. During the first quarter of this fiscal, Yes Banks gross non-performing assets (NPAs) have made a dangerous jump nearly three times and their non-tax provisions have also shot up by over five times, signaling major problems in loan defaults and restructuring.