ACKNOWLEDGEMENT

This report has been made possible through support of various people for whom I wish to express my appreciation and gratitude. Human being cannot survive in isolation. I owe my sincere and whole hearted thanks to Mrs. Pooja Kharbanda (BOSH) for constantly guiding me and tackling variety of problems with implicit patience throughout my research. I would also like to thank the other members of branch, whose deep concern and interest in project inculcated in me great inspiration and confidence in taking up this study in right direction. Without their overall guidance and help the project may not have been completed. I would also like to express my deep sense of gratitude to my faculty guide Ms. Chand for her expert guidance, stimulating discussions and constant support throughout the project.

Finally I am thankful to my family and friends for their support and motivation throughout.

Introduction Literature Review Research Methodology Data Analysis and Interpretation Findings and Recommendations

1 4 6 11 66

CONTENTS
Page No.

Conclusion Annexure

67 69

List of Tables
Page No. Table 1- Distribution of Products/Services Used 14 ii

Table 2- Satisfaction level Table 3- Awareness about ING Vysya Bank Table 4- Sources of awareness of ING Vysya Table 5- Distribution of General impression/perception about ING Vysya Bank Table 6- Association with ING Vysya Bank Table 7- Bifurcation of Banking services preferred Table 8- Distribution of different forms of investment used by customers Table 9- Summary of the objective of investment Table 10- Division of respondents according to the risk profile Table 11- Distribution of Insurance Policyholders Table 12-Distribution of respondents having Insurance Policies of various Co.s Table 13- Bifurcation of amount of premium respondents are willing to pay Table 14- Satisfaction level with features of policies of ING Table 15- Management of Mutual Funds at a single point Table 16- Income of respondents

15 17 18 19 21 22 23 24 25 26 27 28 29 30 31

iii

Table 17- Age group Table 18- Risk Profile and Age group Table 19- Savings A/C used and Age group Table 20- Mutual Fund Investors and Age group Table 21- Current A/C holders and Age Table 22- Fixed Deposit holders and Age Group Table 23- Life Insurance takers and Age group Table 24- Locker Users and Age group Table 25- Loan takers and Age group Table 26- Capital Protection as objective of investment and Age group Table 27- Capital Growth as objective of investment and Age group Table 28- Income as objective of investment and Age group Table 29- Educational Provision as objective of investment and Age group Table 30- Retirement Provision as objective of investment and Age group Table 31- Capital Protection as objective of investment and Income group Table 32- Capital Growth as objective of investment and Income group

32 34 36 37 38 40 41 42 44 46 47 49 50 51 53 54 iv

Table 33- Income as objective of investment and Income group Table 34- Educational Provision as objective of investment and Income group Table 35- Retirement Provision as objective of investment and Income group

56 57 59

List of Charts
Page No. Chart 1- Current Bank Users 13 v

Chart 2- Chart showing the products/services used Chart 3- Satisfaction level of respondents with existing bank Chart 4- Awareness level of ING Vysya Bank Chart 5- Media of Awareness Chart 6- Perception about ING Vysya Bank Chart 7- Existing Customers of ING Vysya Bank Chart 8- Kind of Banking Services Preferred Chart 9- Forms of Investment Chart 10- Objective of investment Chart 11- Type of risk profile of respondents Chart 12- Insurance Policyholders Chart 13-Distribution of respondents having Insurance Policies of various Co.s Chart 14- Amount of premium respondents are willing to pay Chart 15- Satisfaction level with features of policies of ING Chart 16- Management of Mutual Fund at a single point

14 16 17 18 20 21 22 23 24 25 26 27 28 29 30

vi

Chart 17- Income Group Chart 18- Age group Chart 19- Risk profile and age group Chart 20- Savings A/C usage and Age group Chart 21- Mutual Fund Investors and Age group Chart 22- Current A/C holders and Age group Chart 23- Fixed Deposit holders and Age group Chart 24- Life Insurance Takers and Age group Chart 25- Locker users and Age group Chart 26- Loan takers and Age group Chart 27- Capital Protection as objective of investment and Age group Chart 28- Capital Growth as objective of investment and Age group Chart 29- Income as objective of Investment and Age group Chart 30- Educational Provision as objective of investment and Age group Chart 31- Retirement Provision as objective of investment and Age group Chart 32- Capital Protection as objective of investment and Income group

31 32 35 36 38 39 40 42 43 45 47 48 49 51 52 54 vii

Chart 33- Capital Gsrowth as objective of investment and Income group Chart 34- Income as objective of investment and Income group Chart 35- Educational Provision as objective of investment and Income group Chart 36- Retirement Provision as objective of investment and Income group Chart 37- Return on Capital Employed Chart 38- Return on Assets Chart 39- Asset Turnover Ratio Chart 40- Current Ratio Chart 41- Quick Ratio

55 57 58 60 62 62 63 64 65

viii

INTRODUCTION
In the present project An Analysis of Customer Perception about ING Vysya Bank I have tried to unravel the perception and awareness level of consumers regarding ING. I have also tried to study the various policies and the accounts offered by ING Vysya Bank. A study of the risk profile of consumers and the type of facilities that they prefer to avail from their bank has also been done. Also through this project the various forms of money in which the investors want to invest their money and the objective of their investment has been known. An effort has also been made to know the amount of premium an investor is willing to pay for an insurance policy. Besides this the data about current bank of respondents as well as the facilities that they are availing of their current bank has been collected. This project also consists of analysis of the performance of ING Vysya Bank in the last five years based on calculation of certain ratios. Also some predictions for the year 2012 and 2013 have been made. Besides these some recommendations for ING have been given which would help the company to improve its relations with its customers and so as to withstand the fierce competition from its competitors.

COMPANY PROFILE
ING is a global financial institution of Dutch origin offering banking, insurance and asset management to over 60 million private, corporate and institutional clients in more than 50 countries. With a diverse workforce of over 114,000 people, ING comprises a broad spectrum of prominent companies that increasingly serve their clients under the ING brand. ING Vysya Bank Limited, is an Indian retail bank, formed after the global financial institution ING acquired a 44% stake in Vysya Bank Ltd in October 2002, and took over management of the bank.

On the other hand, ING group originated in 1990 from the merger between Nationale Nederlanden NV the largest Dutch Insurance Company and NMB Post Bank Groep NV. Combining roots and ambitions, the newly formed company called Internationale Nederlanden Group. Market circles soon abbreviated the name to I-N-G. The company followed suit by changing the statutory name to ING Group N.V.. ING has gained recognition for its integrated approach of banking, insurance and asset management. Furthermore, the company differentiates itself from other financial service providers by successfully establishing life insurance companies in countries with emerging economies, such as Korea, Taiwan, Hungary, Poland, Mexico and Chile. ING`s mission is to be a leading, global, client-focused, innovative and low-cost provider of financial services through the distribution channels of the clients preference in markets where ING can create value. In India, ING is present in all three fields of banking, insurance and asset management in the form of ING, ING Vysya Life Insurance and ING Investment Management respectively. The presence in all three fields signifies the importance that the group

attaches to the Indian markets and the group's operations here, as well as its bullish future outlook on the country. ING Vysya offers a large range of products from banking to insurance to wealth management. In banking it offers various kinds of accounts depending on the needs of customers. The types of accounts offered by ING are Orange Savings Account, Formula Savings Account, Platina Savings Account and in case of current accounts it has Orange Current Account, Advantage Current Account, General Current Account, Comfort Current Account and Platina Current Account. Besides this bank also has locker facilities at most of its branches. In case of insurance the company has traditional as well as Unit Linked Plans. The various insurance policies of the company are available to meet the needs of all customers be it for kids, elders or retired people the company has a wide range. Creating Life is one of the most popular traditional insurance plan. Easy Life is a ULIP plan and Freedom Life is a pension plans. Besides these many other plans such as reassuring life, Creating Star are some other plans offered by the company.

LITERATURE REVIEW

Recently many researchers have shown interest in the field of banking and the customer perception in this regard. They have carried out numerous studies and observations using various statistical and scientific tools to illuminate the darkness of this field. Their findings and suggestions are reviewed here. Some of these are related to the ING Vysya Bank and some are not. Mr. Rajesh Chakrabarti in the year 2005 in his report titled Banking in India Reforms and Reorganization discussed about the transformation that is going about in the banking industry in India. According to his report the performance of the banks has improved slightly over time. The banking sector as a whole and particularly the public sector banks still suffer from considerable NPAs, but the situation has improved over time. New legal developments like the SARFAESI Act provide new options to banks in their struggle against NPAs. Over time, the Indian banking industry has become more competitive and less concentrated. The new private sector banks have been the most efficient according to the findings of his report. Dr. Hema Bhalakrishnan carried out a research on the topic A Study on Customer Perception in Banking Industry Using Gap Analysis in the year 1999. The objectives of this study were to evaluate the different factors considered by the investors while making investments, to study the services provided by Private Sector and Public Sector banks and the performance of it and to analyze the service facilities those are being effectively utilized by customers. This study concluded that easy access is the considered as the most important factor as compared to others and also that the customers expectations from ICICI bank are more as compared to some other public and private banks. Another research was carried on by Mr. Vipul in the year 2009. The project was on Citibank titled as Project on Financial Services of Citi Bank. The main objectives of this project were to study the consumers perceptions about various banks, to know the level of awareness among consumers about Citibank, to collect various suggestions from consumers to make Citibank better one, to identify the key factors of consumer satisfaction

in this industry and to have a comparative analysis of the customer satisfaction level for the various banks.. The research had main findings that most of people like to have their account with ICICI bank and also people felt the need of more ATMs of Citibank in North Delhi. Mr. Vikash Kumar Mishra carried a project study on The environmental factors responsible for IDBI Banks performance (Positively& Negatively) in SAKET in the year 2008 To know about environmental factors affecting IDBI Banks performance. The objectives of this study were to analyze the role of advertisement for bank performance, to know the perception and conception of customers towards banking products and specially focused for IDBI Banks product and to explore the potential areas for the new bank branches. The key findings of this study were that credibility of IDBI bank is good in comparison to its competitors as GOI (Government of India) is a major share holder in the company, IDBI bank has tapped a good market share in Saket region and hence has opportunities for growth and the network of IDBI in Saket is lagging behind a little than its competitors like ICICI bank and HDFC bank Mr. Ashutosh in the year 2008 another survey titled as HDFC Bank - Customer Satisfaction Levels. The study focused on measurement of customer satisfaction related to services offered by HDFC Bank. The study also included rating of the products of HDFC Bank and also the rating of overall experience. Besides this overall satisfaction level of customers was also found out. The main results of this survey were that most of the customers of HDFC Bank are loyal and they recommend the products of bank to others. Also 63% of the customers of the bank are satisfied with its services and products. In all these projects the objective of the projects have mainly been to study about the perception and awareness level of customers however in case of my present project the objectives are also to get an idea about the various products/services used by the respondents and to know their interest level to get associated with ING Vysya bank.

RESEARCH

METHODOLOGY

Research Objectives
To know the level of awareness among customers about ING Vysya Bank. To know the interest level of the customers to get associated with ING Vysya Bank. To study the customers perception about various products offered by ING Vysya Bank. To get an idea of the various banking products/services used by customers. To study the performance of ING Vysya Bank over the past 5 years.

Research Methodology
Methodology includes a philosophically coherent collection of theories, concepts or ideas as they relate to a particular discipline or field of inquiry. Methodology refers to more than a simple set of methods; rather it refers to the rationale and the philosophical assumptions that underlie a particular study relative to the scientific method. This is why scholarly literature often includes a section on the methodology of the researchers. This section does more than outline the researchers methods (as in, We conducted a survey of 50 people over a two-week period and subjected the results to statistical analysis, etc.); it might explain what the researchers ontological or epistemological views are.

The objective of this project has been to learn about the perception of consumers about the various products offered by ING Vysya Bank. Also to see the awareness of customers about the bank and its products. Besides this through this project an effort has also been made to unveil the risk profile of consumers.

Research Design
It is a plan outlining how information is to be gathered for an assessment or evaluation that includes identifying the data gathering method, the instruments to be used or created, how the instruments will be administered, and how the information will be organized and analyzed. In the present research Quantitative Research methods have been used. Quantitative marketing research is the application of quantitative research techniques to the field of marketing. In the present project I have used questionnaires as a method for conducting the primary research.

Research Instruments
The kind of research instruments one uses greatly helps in realizing the reliability and validity of a research. In the present research I have used questionnaires as our research instrument. In the present research on ING Vysya Bank I have used Structured Non-Disguised Questionnaire

Data Collection
Primary Data In this project data have been collected from the sample of 108 people from various walks of life, but basically I have focused on people from middle class, upper middle class and

elite class of the society.I came to know about the perceptions of consumers regarding the policies of bank through a well designed questionnaire. Secondary Data In the project the information is collected from different sources about the bank and that of its products from Annual Report of the company.

Sampling
Sampling is that part of statistical practice concerned with the selection of individual observations intended to yield some knowledge about a population of concern, especially for the purposes of statistical inference. Each observation measures one or more properties (weight, location, etc.) of an observable entity enumerated to distinguish objects or individuals. Survey weights often need to be applied to the data to adjust for the sample design. Results from probability theory and statistical theory are employed to guide practice. In this research on ING Vysya Bank I have followed the following steps: 1. Target Population: The target population used for sample selection here is the people who have Account with the bank. 2. Geographical Spread of the target population (Sampling Frame): The area of research is North India. In north India also parts of Delhi were the areas for primary data collection by way of Questionnaires. 3. Sampling Method Used: Here the Non- Probability Sampling methods which are Convenience Sampling and Snowball Sampling have been used. 4. Sample size: the sample size is 108.

Data Analysis Techniques Used

Analysis of data is a process of inspecting, cleaning, transforming, and modeling data with the goal of highlighting useful information, suggesting conclusions, and supporting decision making. Data analysis has multiple facets and approaches, encompassing diverse techniques under a variety of names, in different business, science, and social science domains. The various data analysis used in the present research is as follows:

Descriptive Data Analysis

Descriptive analysis is used to describe the basic features of the data in a study. They provide simple summaries about the sample and the measures. Together with simple graphics analysis, they form the basis of virtually every quantitative analysis of data. Frequency Distribution have been used in the present project along with Cross tabs using Chi square test have been done in the present project.

Software Used
For the better presentation and right explanation I used tools of statistics and computer very frequently which I used for project from statistics are Bar Charts Pie charts Tables Bar charts and pie charts are really useful tools for every research to show the result in a well clear, ease and simple way. Because I used bar charts and pie charts in project for showing data in a systematic way, so it need not necessary for any observer to read all the theoretical detail, simple on seeing the charts any body could know that what is being said.

 MS- Excel- Above application software of Microsoft helped me a lot in making project more interactive and productive. Microsoft-Excel had a great role in my project, it created for me a situation of you sit and get. I provided it simply all the detail of data and in return it given me all the relevant information. With the help of MS Excel the fifth objective of the research has been fulfilled. MS-Word- Microsoft-Word did help me for the documentation of the project in a presentable form. SPSS (originally, Statistical Package for the Social Sciences) has been used to analyse the data. In the present project descriptive analysis has been used to fulfill the first four objectives of research.

Chi-Square Test: Chi square test helps to find the significant relation between two variables wherein the Null hypothesis is that there is no significant relationship between two variables and the Alternate hypotheses is that there is significant relationship between the two variables. If the value of alpha is less than 0.05 then null hypotheses is rejected. In this project chi square test have been used with cross tabs to find the significant relation between two variables.

DATA ANALYSIS AND INTERPRETATION QUESTIONNAIRE ANALYSIS

Present Banker Chart 1- Current Bank Users

Current Bank
16 15 14 13 12 12 11 13 Bank of Baroda Axis Bank HDFC Bank ICICI Bank IDBI Bank Allahabad Bank Canara Bank Oriental Bank of Commerce 10 9 8 Punjab National Bank Kotak Mahindra ING Vysya State Bank of India Union Bank of India Standard Chartered Bank 6 4 4 3 2 2 1 0 1 2 1 1 1 1 1 3 2 1 1 3 2 Punjab & Sind Bank Vijaya Bank 4 HSBC Citibank J&K Bank Indian Bank Syndicate Bank UCO Bank Corporation Bank State Bank of Bikaner

Source: Data collected through questionnaire Chart 1 shows that in the primary research conducted on 108 respondents, maximum of them used ING Vysya Bank as their current bank. 13.8% of the respondents use ING Vysya Bank for their banking needs. This is followed by State Bank of India and ICICI Bank with 12% of the respondents using it as their primary bank currently. HDFC Bank is the third most widely used bank with 11.1% respondents using its services. This is

followed by Axis Bank with 10.1% using it. Punjab National Bank has 8.33% Allahabad Bank and Oriental Bank of Commerce have 3.7% respondents each using its services. Syndicate Bank, Punjab & Sind Bank and Union Bank of India have 2.78% respondents each in their share. Banks like State Bank of Bikaner, Indian Bank, Kotak Mahindra, IDBI and Bank of Baroda have 1.85% respondents each using it. Canara Bank, Citibank, Standard Chartered Bank, HSBC, Vijaya Bank, J& K Bank, UCO Bank and Corporation Bank have 0.93% respondents each using it. Products/Services Availed from current bank Table 1- Distribution of Products/Services Used Savings A/C 108 Mutual Fund 13 Current A/C 7 Fixed Deposit 32 Life Insurance 19 Locker Loan 19 9

Chart 2- Chart showing the products/services used

What products/services are you currently availing from your current bank
120 100 80 60 40 20 0 Savings A/C Mutual Fund Current A/C Fixed Deposit Life Insurance Locker Loan 13 7 32 19 19 9 108

Source: Data collected through questionnaire. Through Table 1 and Chart 2 it can be seen that out of the 108 respondents on whom research was conducted all 108 respondents i.e. 100% availed Savings A/C in their current banks. Next most widely used service being that of fixed deposits with 29.62% respondents

using this facility. 17.59% respondents each availed Locker Facility and Life Insurance with their current bank. 12.03% respondents had Mutual Funds from their current bank while 8.33% availed loan facility from their current bank and only 6.48% respondents availed the current account facility. This shows that people mainly use the Saving A/C and Fixed deposit facility from their primary banks. Satisfaction Level from Existing Bank Table 2- Satisfaction level
How happy you are with the services provided by your existing bank? Cumulative Frequency Valid Highly Satisfied Satisfied Neither Satisfied nor Dissatisfied Dissatisfied Highly Dissatisfied Total Missing Total System 2 1 108 1 109 1.8 .9 99.1 .9 100.0 1.9 .9 100.0 99.1 100.0 30 65 10 Percent 27.5 59.6 9.2 Valid Percent 27.8 60.2 9.3 Percent 27.8 88.0 97.2

Chart 3- Satisfaction level of respondents with existing bank

Source: Data collected through questionnaire According to table 2 and chart 3, 60.18% of the total respondents are satisfied with their current bank while 27.7% are highly satisfied from their current bank, only 1.85% are dissatisfied while 0.92% people are highly dissatisfied. Whereas of the respondents 9.26% are such who are neither satisfied nor dissatisfied from the services provided by their current bank.

Awareness of ING Vysya Bank before this survey

Table 3- Awareness about ING Vysya Bank

Before this survey, how often had you heard of ING Vysya Bank Ltd? Cumulative Frequency Valid I've never heard before times I see or hear frequently Total 28 108 25.9 100.0 25.9 100.0 100.0 2 Ive seen or heard a few 78 Percent 1.9 72.2 Valid Percent 1.9 72.2 Percent 1.9 74.1

Chart 4- Awareness level of ING Vysya Bank

Source: Data collected through questionnaire According to the responses in table 3 and chart 4, most of the respondents i.e. 72.2% had seen or heard about the ING Vysya Bank a few times while 25.9% of respondents had seen or heard about it frequently and only 1.9% had never heard about it which shows that

people are somewhat aware about ING Vysya Bank and so its advertisement is effective to some extent. Media from which heard about ING Vysya Bank Table 4- Sources of awareness of ING Vysya
How did you come to know about ING Vysya Bank? Cumulative Frequency Valid Newspaper Television Word of Mouth Total 26 37 45 108 Percent 24.1 34.3 41.7 100.0 Valid Percent 24.1 34.3 41.7 100.0 Percent 24.1 58.3 100.0

Chart 5- Media of Awareness

Source: Data collected through questionnaire From Table 4 and chart 5 it can be seen that most of the respondents 47.1% came to know about ING Vysya Bank through Word of Mouth while 34.3% came to know about it through television and remaining 24.1% through newspapers so in all a total of 58.4% respondents came to know about ING Vysya Bank through either print media or television

which again shows the effectiveness of its advertisements. However Radio was also one of the options in this question but the respondents for that option were nil. General impressions/perception about ING Vysya Bank Table 5- Distribution of General impression/perception about ING Vysya Bank
What are your general impressions of ING Vysya Bank? Cumulative Frequency Valid High quality services and 28 reliability Average quality services and 79 dependability Low Total quality services and 1 108 .9 100.0 .9 100.0 100.0 reliability 73.1 73.1 99.1 Percent 25.9 Valid Percent 25.9 Percent 25.9

Chart 6- Perception about ING Vysya Bank

Source: Data collected through questionnaire From table 5 and chart 6 it can be analyzed that most of the respondents to this question said that they have an impression that ING Vysya Bank is a bank which provides Average Quality Services and Dependability. 73.1% respondents believed that ING provides Average Quality Services and Dependability while 25.9% respondents believed that ING Bank provides High Quality Services and Reliability and only 0.9% respondents said that they had an impression that ING Bank provides Low Quality services and is not reliable. This shows that most people think and have an impression that ING is a reliable and dependable bank which is good for the bank as it has a positive image in the minds of people.

Association with ING Vysya bank Table 6- Association with ING Vysya Bank
Are you associated with ING Vysya Bank? Cumulative Frequency Valid Yes No Total 24 84 108 Percent 22.2 77.8 100.0 Valid Percent 22.2 77.8 100.0 Percent 22.2 100.0

Chart 7- Existing Customers of ING Vysya Bank

Source: Data collected through questionnaire From table 6 and chart 7 it shows that in this survey 22.2% people were associated with ING Bank while 77.8% people were not associated with the bank.

Kind of banking services preferred

Table 7- Bifurcation of Banking services preferred

What kind of banking services you generally wish to use? Cumulative Frequency Valid High priority services Normal Services Total 58 50 108 Percent 53.7 46.3 100.0 Valid Percent 53.7 46.3 100.0 Percent 53.7 100.0

Chart 8- Kind of Banking Services Preferred

Source: Data collected through questionnaire The responses in table 7 and the analysis in chart 8 shows that 53.7% people prefer to use high priority services while 46.3% people prefer using normal banking services. This shows that in todays busy life people prefer high priority services wherein their requirement are fulfilled at a faster pace as compared to the normal services.

Forms of investment Table 8- Distribution of different forms of investment used by customers Fixed Deposit 68 Equity 22 Mutual Fund 22 Gold 32 Life Insurance 72 Government 6

Chart 9- Forms of Investment

In which all forms do you invest money?

6

68 72 Fixed Deposit Equity Mutual Fund Gold Life Insurance Government 22 32 22

Source: Data collected through questionnaire Through table 8 and chart 9 the various forms of money in which people invest money was found. Most of the respondents i.e. 66.67% respondents invest their money in Life Insurance followed by Fixed Deposits where 62.9% respondents invest their money. The other form in which most people invest their money is Gold where 29.62% people invest. In case of Equity and Mutual Funds 20.37% each is the percentage of respondents who invest their money in this form. Government is the least favorite form of investment according to this survey as only 5.5% respondents invest in this form. This shows that traditional form of investments which are Fixed Deposit and Life Insurance are still the most favorite options for people to invest their money.

Objective of your investment Table 9- Summary of the objective of investment Capital Protection 36 Capital Growth 41 Income 63 Educational Provision 8 Retirement Provision 14

Chart 10- Objective of investment

What is the objective of your investment?

Retirement Provision Educational Provision Income Capital Growth Capital Protection 0 10 8

14

63 41 36 20 30 40 50 60 70

Source: Data collected through questionnaire According to the responses as concluded in table 9 and chart 10 main objective of most of people to invest their money is Income as 58.33% respondents gave this answer while 37.9% respondents said that their main objective of investment was Capital Growth and 33.33% respondents said that Capital protection was their objective of investment. 12.96% respondents said that their objective of investment is Retirement Provision and only 7.4% respondents said that they invest their money with the objective of Educational Provision. This shows that most of the people invest with the objective of getting some income out of their investments. Type of risk profile

Table 10- Division of respondents according to the risk profile

What type of risk profile describes you? Cumulative Frequency Valid High Risk Taker Medium Risk Taker Low Risk Taker Total 13 64 31 108 Percent 12.0 59.3 28.7 100.0 Valid Percent 12.0 59.3 28.7 100.0 Percent 12.0 71.3 100.0

Chart 11- Type of risk profile of respondents

Source: Data collected through questionnaire Through table 10 and chart 11 the amount of risk respondents are willing to take can be known. As per the responses to this question most of the respondents i.e. of this survey i.e. 59.3% are medium risk takers and 28.7% are low risk takers whereas the remaining 12% are high risk takers. This shows that people are risk averse and do not prefer a high amount of risk.

Insurance policy Holder of ING Vysya Table 11- Distribution of Insurance Policyholders
Have you taken any insurance policy of ING Vysya? Cumulative Frequency Valid Yes No Total 13 95 108 Percent 12.0 88.0 100.0 Valid Percent 12.0 88.0 100.0 Percent 12.0 100.0

Chart 12- Insurance Policyholders

Source: Data collected through questionnaire From table 11 and chart 12, 88% of the respondents did not have an insurance policy of ING Vysya Bank and only 12% had the insurance policy of ING Vysya Bank. Insurance policy holders of other companies Table 12-Distribution of respondents having Insurance Policies of various Co.s

LIC 91

ICICI 36

Aviva 14

Bajaj Allianz 12

Tata AIG 6

Birla Sunlife 7

Kotak Mahindra 4

Chart 13-Distribution of respondents having Insurance Policies of various Co.s

Which Comapany's Insurance Policy do you have?
100 90 80 70 60 50 40 30 20 10 0 91

36 14 12

6 Tata AIG

7 Birla Sunlife

4 Kotak Mahindra

LIC

ICICI

Aviva

Bajaj Allianz

Source: Data collected through questionnaire Through table 12 and chart 13 it can be concluded that 84.25% people had Insurance Policy offered by LIC, 33.33% had Insurance Policy of ICICI, 12.96% had Insurance Policy offered by Aviva, 11.11% had policy of Bajaj Allianz, 6.48% had the policy of Birla Sunlife, 5.56% had the policy of Tata AIG and 3.7% had the policy of Kotak Mahindra. This result shows that even after 50 years LIC is still the trusted name for people in case of Insurance Policy followed by ICICI and Aviva. It shows that Private players have not been able to take away the share of LIC. Amount of premium a person is willing to pay per year for an insurance policy Table 13- Bifurcation of amount of premium respondents are willing to pay

What amount of premium are you willing to pay per year for an insurance policy? Cumulative Frequency Valid Below Rs 10000 Rs 10000- 20000 Rs 20000-30000 Rs 30000-40000 Rs 40000 and above Total 24 22 31 13 18 108 Percent 22.2 20.4 28.7 12.0 16.7 100.0 Valid Percent 22.2 20.4 28.7 12.0 16.7 100.0 Percent 22.2 42.6 71.3 83.3 100.0

Chart 14- Amount of premium respondents are willing to pay

Source: Data collected through questionnaire From table 13 and chart 14 it can be seen that most of the people are willing to pay premium in the range of Rs 20000- 30000 which has 28.7% respondents in its favour out of the total respondents. Next closest amount of premium that respondents are willing to pay is below Rs 10000 with 22.2% respondents in its favour and the range of premium between Rs 10000-20000 has 20.4% in its favor. 16.7% people are willing to premium above Rs 40000 and 12% are willing to pay premium in the range of Rs 30000-40000. This shows that Rs 30000-40000 is the comfortable amount of premium which people are willing to pay.

Level of Satisfaction with the features offered by policies of ING Vysya Table 14- Satisfaction level with features of policies of ING
Are you satisfied with the features offered by policies of ING Vysya ? Cumulative Frequency Valid Yes No Total 57 51 108 Percent 52.8 47.2 100.0 Valid Percent 52.8 47.2 100.0 Percent 52.8 100.0

Chart 15- Satisfaction level with features of policies of ING

Source: Data collected through questionnaire From table 14 and chart 15, out of the total 108 respondents 52.8% are satisfied with the features offered by policies of ING Vysya Bank while the remaining 47.2% are not satisfied with its features. This shows that the policies of ING have good features according to the responses and so the company can win many customers due to this plus point. Mutual Funds to be managed at a single point rather than scattered Table 15- Management of Mutual Funds at a single point

If you invest in mutual funds more frequently, would you like all your funds to be managed and controlled at a single point rather than scattered? Cumulative Frequency Valid Yes ofcourse I am not sure It's not possible Total 43 62 3 108 Percent 39.8 57.4 2.8 100.0 Valid Percent 39.8 57.4 2.8 100.0 Percent 39.8 97.2 100.0

Chart 16- Management of Mutual Fund at a single point

Source: Data collected through questionnaire From table 15 and chart 16 it can be found that most of the respondents were not sure whether the funds managed and controlled at a single point is a right thing or not as 57.4% people opted for this option while 39.8% respondents believed that they would like all their funds to be managed and controlled at a single point rather than scattered and only 2.8% said that its not possible to do so. Income group Table 16- Income of respondents

Which Income group do you fall in? Cumulative Frequency Valid Below Rs 300000 Rs 300000-500000 Above Rs 500000 Total 49 34 25 108 Percent 45.4 31.5 23.1 100.0 Valid Percent 45.4 31.5 23.1 100.0 Percent 45.4 76.9 100.0

Chart 17- Income Group

Source: Data collected through questionnaire Table 16 and chart 17 show that Majority of the respondents are from the income group below 3 lacs which is 45.4% , 31.5% respondents are from the income group 3-5 lacs and 23.1% are from the income group of 5 lacs and above. Age group Table 17- Age group

Which age group do you fall in? Cumulative Frequency Valid 18-25 Years 25-35 Years 35-45 Years 45-55 Years Above 55 Years Total 42 31 14 11 10 108 Percent 38.9 28.7 13.0 10.2 9.3 100.0 Valid Percent 38.9 28.7 13.0 10.2 9.3 100.0 Percent 38.9 67.6 80.6 90.7 100.0

Chart 18- Age group

Source: Data collected through questionnaire From table 17 and chart 18, the majority of respondents are from the age group of 18-25 years. Having a total percentage of 38.9% .The age group with the next highest responses is the age group of 25-35 years with, a total of 28.7% respondents. 13% of the respondents are from the age group of 35-45 years, 10.2%are from the age group of 45-55 years and 9.3% are 55 years and above. A deliberate attempt was made to have the maximum number of responses from the age group of 25-45 years as this age group consists of the main target group of investors.

CROSSTABS Risk Profile VS Age Group

Table 18- Risk profile and age group

What type of risk High Risk profile describes Taker you? Medium Risk 28 Taker Low Risk 11 Taker Total 42

Count Which age group do you fall in? 18-25 25-35 35-45 45-55 Years Years Years Years 3 3 3 3 24 4 31 6 5 14 4 4 11

Above 55 Years Total 1 13 2 7 10 64 31 108

Chi-Square Tests Asymp. Sig. (2Value Pearson Chi-Square Likelihood Ratio Linear-by-Linear Association N of Valid Cases 19.679a 18.989 1.413 108 df 8 8 1 sided) .012 .015 .235

a. 7 cells (46.7%) have expected count less than 5. The minimum expected count is 1.20.

Chart 19- Risk profile and age group

Source: Data collected through questionnaire From the above table 18 and chart 19 it can be seen that a total of 64 respondents out of 108 i.e. 59.2% respondents are medium risk takers and of these maximum i.e. 28 (43.75%) are from the age group of 18-25 years and 24 in the age group of 25-35 years (35.29%). Next highest number is that of low risk takers with 31 out of 108 (28.7%) respondents being low risk takers of which 11 respondents (35.48%) fall in the age group of 18-25 years.

Products/Services

VS Age Group
Table 19- Savings A/C used and Age group
Crosstab Count Which age group do you fall in? 18-25 Years What products/services are you currently availing from your current bank?- Savings A/C Total 42 31 14 11 10 108 Yes 42 25-35 Years 31 35-45 Years 14 45-55 Years 11 Above 55 Years 10 Total 108

Chart 20- Savings A/C usage and Age group

Source: Data collected through questionnaire

Using table 19 and chart 20 it can be said that in the sample size of 108 respondents, all the 108 respondents i.e. 100% are using savings account. In the age group of 18-25 years however this usage is the maximum of all wherein 42 respondents out of 108 i.e. 38.9% are using this facility. Table 20- Mutual Fund Investors and Age group
Crosstab Count Which age group do you fall in? Above 55 18-25 Years 25-35 Years 35-45 Years 45-55 Years What products/services Yes are you currently availing from your current bank?- Mutual Fund Total 42 31 14 11 10 108 No 2 40 3 28 3 11 4 7 Years 1 9 Total 13 95

Chi-Square Tests Asymp. Sig. (2Value Pearson Chi-Square Likelihood Ratio Linear-by-Linear Association N of Valid Cases 9.616a 8.151 4.206 108 Df 4 4 1 sided) .047 .086 .040

a. 4 cells (40.0%) have expected count less than 5. The minimum expected count is 1.20.

Chart 21- Mutual Fund Investors and Age group

Source: Data collected through questionnaire Using table 20 and chart 21 we see that only 13 respondents out of 108 respondents are using Mutual Funds facility from their current bank. Of these 13 respondents also maximum are from the age group of 45-55 years. In this age group 31% respondents are using this facility.

Table 21- Current A/C holders and Age

Crosstab Which age group do you fall in? Above 55 18-25 Years 25-35 Years 35-45 Years 45-55 Years What products/services Yes 4 38 2 29 1 13 0 11 Years 0 10 Total 7 101

are you currently availing No from your current bank?Current A/C Total

42

31

14

11

10

108

Chi-Square Tests

Asymp. Sig. (2Value Pearson Chi-Square Likelihood Ratio Linear-by-Linear Association N of Valid Cases 2.107a 3.390 1.837 108 Df 4 4 1 sided) .716 .495 .175

a. 5 cells (50.0%) have expected count less than 5. The minimum expected count is .65.

Chart 22- Current A/C holders and Age group

Source: Data collected through questionnaire Using table 21 and chart 22 it can be found out that in case of Current A/C only 7 respondents out of the 108 respondents are using this facility from their current bank. Of these 7 respondents maximum respondents are from the age group of 18-25 years. This means in all only 6.48% respondents are using this facility and out of these 6.48% respondents almost 57% are from the age group of 18-25 years.

Table 22- Fixed Deposit holders and Age Group

Crosstab Count Which age group do you fall in? 18-25 Years What products/services are you currently availing from your current bank?- Fixed Deposit Total 42 31 14 11 10 108 Yes No 6 36 25-35 Years 9 22 35-45 Years 4 10 45-55 Years 7 4 Above 55 Years 6 4 Total 32 76

Chi-Square Tests Asymp. Sig. (2Value Pearson Chi-Square Likelihood Ratio Linear-by-Linear Association N of Valid Cases 15.280a 14.828 13.480 108 df 4 4 1 sided) .004 .005 .000

a. 3 cells (30.0%) have expected count less than 5. The minimum expected count is 2.96.

Chart 23- Fixed Deposit holders and Age group

Source: Data collected through questionnaire From table 22 and chart 23 we can see out of total 108 respondents only 32 respondents which means 29.62% are using the facility of Fixed Deposit from their current bank. Out of these 29.62% respondents maximum respondents which is 9 i.e. 28.12% are from the age group of 25-35 years. Next closest number is in the age group of 45-55 years where 7 respondents or 21.8% are using this facility. In the age group of 18-25 years and above 55 years the numbers of respondents using this facility are the same which is 6 or 18.75%. However in the age group of 35-45 years least number of respondents i.e. 4 or 12.5% are using this facility. Table 23- Life Insurance takers and Age group

Crosstab Count Which age group do you fall in? 18-25 Years What products/services are you currently availing from your current bank?- Life Insurance Total 42 31 14 11 10 108 Yes No 6 36 25-35 Years 7 24 35-45 Years 2 12 45-55 Years 3 8 Above 55 Years 1 9 Total 19 89

Chi-Square Tests Asymp. Sig. (2Value Pearson Chi-Square Likelihood Ratio Linear-by-Linear Association N of Valid Cases 2.063a 2.031 .022 108 Df 4 4 1 sided) .724 .730 .881

a. 3 cells (30.0%) have expected count less than 5. The minimum expected count is 1.76.

Chart 24- Life Insurance Takers and Age group

Source: Data collected through questionnaire From table 23 and chart 24, 19 respondents out of total 108 which are almost 17.59% are using life insurance from their current bank. Out of these 17.59% respondents maximum respondents are from the age group of 25-35 years, in this age group 7 respondents i.e. 36.84% are using life insurance while the next closest number is in the age group of 18-25 years wherein 6 respondents i.e. 31.57% are using this product. So in the age group 18-35 years maximum people are using this product. Table 24- Locker Users and Age group
Crosstab Count Which age group do you fall in? 18-25 Years What products/services are you currently availing from your current bank?- Locker Total 42 31 14 11 10 108 Yes No 2 40 25-35 Years 11 20 35-45 Years 2 12 45-55 Years 3 8 Above 55 Years 1 9 Total 19 89

Chi-Square Tests Asymp. Sig. (2Value Pearson Chi-Square Likelihood Ratio Linear-by-Linear Association N of Valid Cases 12.828a 13.193 .845 108 df 4 4 1 sided) .012 .010 .358

a. 3 cells (30.0%) have expected count less than 5. The minimum expected count is 1.76.

Chart 25- Locker users and Age group

Source: Data collected through questionnaire From table 24 and chart 25, 19 respondents out of the total 108 respondents are using the locker services from their current bank. Of these 19 respondents maximum respondents are

in the age group of 25-35 years. In this age group maximum people i.e. 11 respondents are using this service which is 57.8%. Table 25- Loan takers and Age group
Crosstab Count Which age group do you fall in? Above 55 18-25 Years What products/services are you currently availing from your current bank?Loan Total 42 31 14 11 10 108 Yes No 3 39 25-35 Years 0 31 35-45 Years 2 12 45-55 Years 3 8 Years 1 9 Total 9 99

Chi-Square Tests Asymp. Sig. (2Value Pearson Chi-Square Likelihood Ratio Linear-by-Linear Association N of Valid Cases 8.747a 9.466 2.528 108 df 4 4 1 sided) .068 .050 .112

a. 5 cells (50.0%) have expected count less than 5. The minimum expected count is .83.

Chart 26- Loan takers and Age group

Source: Data collected through questionnaire From table 25 and chart 26 we can see that of the total 108 respondents only 9 respondents which is only 8.33% in all are using the service of loans from their current bank. Of these 9 respondents also only 3 respondents each are using this service in the age group of 18-25 years and 45-55 years which comes out to be 33.33% each.

Objective of Investment VS Age Group

Table 26- Capital Protection as objective of investment and Age Group
Crosstab Count Which age group do you fall in? 18-25 Years What is the objective of your Yes investment?- Capital Protection Total 42 31 14 11 10 108 No 15 27 25-35 Years 10 21 35-45 Years 6 8 45-55 Years 1 10 Above 55 Years 4 6 Total 36 72

Chi-Square Tests Asymp. Sig. (2Value Pearson Chi-Square Likelihood Ratio Linear-by-Linear Association N of Valid Cases 3.804a 4.470 .217 108 df 4 4 1 sided) .433 .346 .641

a. 3 cells (30.0%) have expected count less than 5. The minimum expected count is 3.33.

Chart 27- Capital Protection as objective of investment and Age Group

Source: Data collected through Questionnaire From table 26 and chart 27, 36 respondents out of 108 respondents i.e. 33.33% say that the objective of their investment is capital protection. In these 32 respondents maximum respondents fall in the age group of 18-25 years. 15 respondents i.e. 46.87% respondents fall in this group showing that people in this age group want capital protection.

Table 27- Capital Growth as objective of investment and Age group

Crosstab Count Which age group do you fall in? 18-25 Years What is the objective of your Yes investment?- Capital Growth No Total 8 34 42 25-35 Years 17 14 31 35-45 Years 6 8 14 45-55 Years 6 5 11 Above 55 Years 4 6 10 Total 41 67 108

Chi-Square Tests Asymp. Sig. (2Value Pearson Chi-Square Likelihood Ratio Linear-by-Linear Association N of Valid Cases 11.574a 12.074 3.784 108 df 4 4 1 sided) .021 .017 .052

a. 2 cells (20.0%) have expected count less than 5. The minimum expected count is 3.80.

Chart 28- Capital Growth as objective of investment and Age group

From table 27 and chart 28, 41 respondents out of total 108 respondents say that their objective of investment is capital growth this shows that around 38% people want capital growth. Of these 41 respondents maximum respondents fall in the age group of 25-35 years with 17 respondents i.e. 41.4% falling in this age group.

Table 28- Income as objective of investment and Age group

Crosstab Count Which age group do you fall in? 18-25 Years What is the objective of your Yes investment?- Income Total No 24 18 42 25-35 Years 18 13 31 35-45 Years 6 8 14 45-55 Years 9 2 11 Above 55 Years 6 4 10 Total 63 45 108

Chi-Square Tests Asymp. Sig. (2Value Pearson Chi-Square Likelihood Ratio Linear-by-Linear Association N of Valid Cases 3.913a 4.164 .353 108 Df 4 4 1 sided) .418 .384 .552

a. 2 cells (20.0%) have expected count less than 5. The minimum expected count is 4.17.

Chart 29- Income as objective of Investment and Age group

Source: Data collected through questionnaire From table 28 and chart 29, of all the options maximum people said that income is their objective of investment. 63 respondents out of the total 108 respondents opted for this which means that 58.33% invest with the objective of earning income. In these 63

respondents maximum are from the age group of 18-25 years with 38% respondents in this age group. Table 29- Educational Provision as objective of investment and Age group
Crosstab Count Which age group do you fall in? 18-25 Years What is the objective of your Yes investment?- Educational Provision Total 42 31 14 11 10 108 No 2 40 25-35 Years 2 29 35-45 Years 1 13 45-55 Years 3 8 Above 55 Years 0 10 Total 8 100

Chi-Square Tests Asymp. Sig. (2Value Pearson Chi-Square Likelihood Ratio Linear-by-Linear Association N of Valid Cases 7.600a 6.027 .812 108 df 4 4 1 sided) .107 .197 .367

a. 5 cells (50.0%) have expected count less than 5. The minimum expected count is .74.

Chart 30- Educational Provision as objective of investment and Age group

Source: Data collected through questionnaire From table 29 and chart 30, only 8 respondents out of the total 108 respondents invest with the objective of educational provision. This means that just 7.4% respondents have this objective. Of these 7.4% 2 respondents each or 25% each fall in the age group of 18-25 years and 25-35 years. Table 30- Retirement Provision as objective of investment and Age group
Crosstabs
Which age group do you fall in? 18-25 Years What is the objective of your Yes investment?- Retirement Provision Total 42 31 14 11 10 108 No 4 38 25-35 Years 4 27 35-45 Years 1 13 45-55 Years 4 7 Above 55 Years 1 9 Total 14 94

Chi-Square Tests Asymp. Sig. (2Value Pearson Chi-Square Likelihood Ratio Linear-by-Linear Association N of Valid Cases 6.277a 4.921 1.137 108 df 4 4 1 sided) .179 .295 .286

a. 4 cells (40.0%) have expected count less than 5. The minimum expected count is 1.30.

Chart 31- Retirement Provision as objective of investment and Age group

Source: Data collected through questionnaire From table 30 and chart 31, only 14 respondents out of the total 108 respondents i.e. only 12.96% people say that their objective of investment is retirement provision. Of these respondents 4 respondents each fall in the age group of 18-25 years, 25-35 years and 45-55 years i.e. 28.5% in each category.

Objective of Investment VS Income

Table 31- Capital Protection as objective of investment and Income group
Crosstab Count Which Income group do you fall in? Below Rs 300000 What is the objective of your Yes investment?- Capital Protection Total 49 34 25 108 No 18 31 Rs 300000500000 10 24 Above Rs 500000 8 17 Total 36 72

Chi-Square Tests Asymp. Sig. (2Value Pearson Chi-Square Likelihood Ratio Linear-by-Linear Association N of Valid Cases .510a .512 .260 108 df 2 2 1 sided) .775 .774 .610

a. 0 cells (.0%) have expected count less than 5. The minimum expected count is 8.33

Chart 32- Capital Protection as objective of investment and Income group

Source: Data collected through questionnaire From table 31 and chart 32 it can be said that out of total respondents only 36 respondents i.e. 33.33% invest with the objective of capital protection. Of these respondents 18 respondents i.e. 50% fall in the income group of below Rs 300000, 10 respondents i.e. 27.7% fall in the income group between Rs 300000-500000 and 8 respondents i.e. 22.3% fall in the income group of above Rs 500000. This shows that maximum respondents in the income level of below Rs 300000 invest with the objective of capital protection. Table 32- Capital Growth as objective of investment and Income group
Crosstab Count Which Income group do you fall in? Below Rs 300000 What is the objective of your Yes investment?- Capital Growth No Total 9 40 49 Rs 300000500000 11 23 34 Above Rs 500000 21 4 25 Total 41 67 108

Chi-Square Tests Asymp. Sig. (2Value Pearson Chi-Square Likelihood Ratio 30.942a 31.871 df 2 2 1 sided) .000 .000 .000

Linear-by-Linear Association 27.304 N of Valid Cases 108

a. 0 cells (.0%) have expected count less than 5. The minimum expected count is 9.49.

Chart 33- Capital Growth as objective of investment and Income group

Source: Data collected through questionnaire From table 32 and chart 33 it can be concluded that 41 respondents out of the total 108 respondents 37.96% invest with the objective of capital growth. Of these 9 respondents i.e. 21.9% fall in the income group of below Rs 300000, 11 respondents i.e. 10.18% fall in the income group of Rs 300000-500000 and maximum i.e. 21 respondents which is around 51.3% fall in the income group above Rs 500000. This shows that people in the income group of above Rs 500000 invest with the objective of capital growth. Table 33- Income as objective of investment and Income group

Crosstab Count Which Income group do you fall in? Below Rs 300000 What is the objective of your Yes investment?- Income Total No 25 24 49 Rs 300000500000 23 11 34 Above Rs 500000 15 10 25 Total 63 45 108

Chi-Square Tests Asymp. Sig. (2Value Pearson Chi-Square Likelihood Ratio Linear-by-Linear Association N of Valid Cases 2.320a 2.341 .950 108 df 2 2 1 sided) .313 .310 .330

a. 0 cells (.0%) have expected count less than 5. The minimum expected count is 10.42.

Chart 34- Income as objective of investment and Income group

Source: Data collected through questionnaire From table 33 and chart 34 it can be said that 63 respondents i.e. 58.33% invest with the objective of income. Of these respondents 25 respondents fall in the income group of below Rs 300000 i.e. almost 39.68% while 23 respondents i.e.36.5% fall in the income group between Rs 300000-500000 and 15 respondents i.e. 23.7% fall in the income group of above Rs 500000. This shows that mostly people in the income group fo below Rs 300000 and Rs 300000-500000 invest with the objective of income. Table 34- Educational Provision as objective of investment and Income group
Crosstab Count Which Income group do you fall in? Below Rs 300000 What is the objective of your Yes investment?- Educational Provision Total 49 34 25 108 No 2 47 Rs 300000500000 3 31 Above Rs 500000 3 22 Total 8 100

Chi-Square Tests Asymp. Sig. (2Value Pearson Chi-Square Likelihood Ratio Linear-by-Linear Association N of Valid Cases 1.658a 1.683 1.623 108 df 2 2 1 sided) .436 .431 .203

a. 3 cells (50.0%) have expected count less than 5. The minimum expected count is 1.85.

Chart 35- Educational Provision as objective of investment and Income group

Source: Data collected through questionnaire From table 34 and chart 35 we can see that only 8 respondents out of total 108 respondents i.e. only 7.4% invest with the objective of educational provision. Of these 8 respondents only 2 respondents fall in the income group of below Rs 300000 while 3 respondents each i.e. 37.5% each fall in the income group of Rs 300000-500000 and above Rs 500000. This shows that most of people in the income group of Rs 300000-500000 and above Rs 500000 invest with the objective of educational provision.

Table 35- Retirement Provision as objective of investment and Income group

What is the objective of your investment?- Retirement Provision * Which Income group do you fall in?

Crosstab Count Which Income group do you fall in? Below Rs 300000 What is the objective of your Yes investment?- Retirement Provision Total 49 34 25 108 No 1 48 Rs 300000500000 9 25 Above Rs 500000 4 21 Total 14 94

Chi-Square Tests Asymp. Sig. (2Value Pearson Chi-Square Likelihood Ratio Linear-by-Linear Association N of Valid Cases 10.884a 12.262 4.776 108 df 2 2 1 sided) .004 .002 .029

a. 2 cells (33.3%) have expected count less than 5. The minimum expected count is 3.24.

Chart 36- Retirement Provision as objective of investment and Income group

Source: Data collected through questionnaire From table 35 and chart 36 it can be said that out of the total 108 respondents only 14 i.e.12.96% have retirement provision as their objective of investment. Of these only 1 respondent that is 7.14% fall in the income group of Below Rs 300000, 9 respondents i.e. 64.28% fall in the income group of Rs 300000-500000 and 4 respondents i.e. 28.58% fall in the income group of above Rs 500000. So this shows that most of the respondents in the income group of Rs 300000-500000 have retirement provision as their objective of investment.

ANNUAL REPORT ANALYSIS

RATIO ANALYSIS Return on Cap Employed (%) Return on Net Worth (%) Return on Assets Asset Turnover Ratio Current Ratio Quick Ratio 94.51 -5.65 -0.25 1.53 0.05 9.32 83.65 1.11 0.05 1.95 0.04 8.98 98.93 9.36 0.46 2.26 0.05 7.14 100.14 11 0.61 2.81 0.04 7.94 117.95 11.84 0.59 3.61 0.07 6.57 118.047 12.213 0.664 3.938 0.089 6.082 124.384 14.612 0.788 4.44 0.102 5.374 2007 2008 2009 2010 2011 2012 2013

1. Return on Capital Employed (ROCE) Capital employed refers to the long-term funds invested by the creditors and the owners of a firm. It is the sum of long-term liabilities and owner's equity. ROCE indicates the efficiency with which the long-term funds of a firm are utilized. In case of ING Vysya Bank the ROCE declined initially in the year 2008 as compared to 2007. This decline might be because of rise in capital by almost 300%. Thereafter the ROCE has been increasing for the bank from the year 2009 till 2011 by 18.26% in the year 2008, 1.22% in the year 2010 and by 17.78% in the year 2011. According to the calculations for the year 2012 and 2013 the ROCE will keep on increasing by 0.08% in the year 2012 and by 5.36% in the year 2013.

Chart 37- Return on Capital Employed

Return on Capital Employed (%) 140 120 100 80 60 40 20 0 2005 2006 2007 2008 2009 2010 2011 94.51 83.65 98.93 100.14 Return on Capital Employed (%) 117.95 118.047 124.384

2. Return on Assets (ROA)-Return on Assets is an indicator of how profitable a company is relative to its total assets. ROA gives an idea as to how efficient management is at using its assets to generate earnings. It is calculated by dividing a company's annual earnings by its total assets. The Return on Assets ratio of ING Vysya Bank was negative for the year 2007 because of net loss, however thereafter this ratio has been increasing. It increased by 743% from the year 2008 to 2009, by 17.52% in the year 2010 and by 7.7% in the year 2011. According to the future projections also the ratio will increase by 3.15% in the year 2012 as compared to 2011 and by 19.64% in the year 2013. Chart 38- Return on Assets
R eturn on Assets 1 0.8 0.6 0.4 0.2 0 -0.2 -0.4 2005 -0.25 0.05 2006 2007 2008 2009 2010 2011 0.46 R eturn on Assets 0.61 0.59 0.664 0.788

3. Asset Turnover Ratio- This ratio is useful to determine the amount of sales that are generated from each rupee of assets. Companies with low profit margins tend to have high asset turnover, those with high profit margins have low asset turnover. ING Vysya Banks Asset Turnover Ratio has been increasing showing that the company is utilizing its assets very well. The ratio increased by 27.45% from the year 2007 to 2008, by 15.89% in the year 2009, by 24.34% in the year 2010 and by 28.47% in the year 2011. According to the calculations for the year 2012 and 2013 also this ratio is expected to increase further by 9.08% in the year 2012 and by 12.74% in the year 2013. Chart 39- Asset Turnover Ratio
Asset Turnover Ratio 5 4.5 4 3.5 3 2.5 2 1.5 1 0.5 0 2005 2006 2007 2008 2009 2010 2011 1.53 1.95 2.26 2.81 3.61 3.938 4.44

Asset Turnover Ratio

4. Current Ratio- The ratio is mainly used to give an idea of the company's ability to pay back its short-term liabilities (debt and payables) with its short-term assets (cash, inventory, receivables). The higher the current ratio, the more capable the company is of paying its obligations. A ratio under 1 suggests that the company would be unable to pay off its obligations if they came due at that point. While this shows the company is not in good financial health, it does not necessarily mean that it will go bankrupt - as there are many ways to access financing - but it is definitely not a good sign. The current ratio can give a sense of the efficiency of a company's operating cycle or its ability to turn its product into cash. Companies that have trouble getting paid on their receivables or have long inventory turnover can run into liquidity problems because they are unable to alleviate their

obligations. Because business operations differ in each industry, it is always more useful to compare companies within the same industry. In the present case of ING Vysya Bank its current ratio has remained under 1 from the year 2007-2011 and according to the future projections also this ratio is not exceeding 1 which might not be a good sign for the company Chart 40- Current Ratio
Current Ratio 0.12 0.1 0.089 0.08 0.07 0.06 0.05 0.04 0.02 0 2005 2006 2007 2008 2009 2010 2011 0.04 0.05 0.04 Current Ratio 0.102

5. Quick Ratio-The quick ratio measures a company's ability to meet its short-term obligations with its most liquid assets. The higher the quick ratio, the better the position of the company. In case of ING Vysya Bank the quick ratio of the company has been declining from the year 2007-2011 and will further decline as per the projections which again might not be a good sign for the company.

Chart 41- Quick Ratio

Q ick R tio u a 1 0 9 8 7 6 5 4 3 2 1 0 20 05 20 06 20 07 20 08 20 09 21 00 21 01 7 4 .1

9 2 .3

8 8 .9 7 4 .9 6 7 .5 6 8 .0 2 5 7 .3 4 Q ick R tio u a

Present Condition of ING Vysya Bank:

ING Vysya Bank has put up a massive effort to bring clean up the losses from the balance sheet over the past couple of years. The bank had written off assets, increased provisions for non performing assets relating to banking as well as non banking business. ING Vysya Banks earnings profile is healthy, characterized by strong fee income, which is offset by high operating expenses. ING Vysya Banks fee income has been witnessing significant increase in the last five years, which is expected to continue ahead. While ING Vysya Bank has grown its asset portfolio modestly at a compound annual growth rate of about 18 per cent in the last three years, it plans to expand its loan book more aggressively in the future. Moreover, IVBL is in the process of strengthening its risk management systems, for effective credit risk management, given the aggressive growth planned in customer assets. IVBLs performance has improved consistently, which is evident from net loss of Rs 38 crores reported in FY05 to net profit of Rs 188.8 crores in FY09. In addition, the cost to income ratio of the bank has come down significantly from more than 80% in FY05 to below 60% in Q3FY10. Going forward, the bank is planning to adopt a cautious approach towards balance sheet growth with focus on improving CASA value. There has also been a change in Management of the bank, which is believed to definitely result in positive impact on performance of the bank.

In order to meet its capital requirement, the bank has successfully completed a Qualified Institutional Placement (QIP) and preferential allotment of shares in September 2011. Total capital raised was Rs 415 crores, resulting in an improved CAR (Capital Adequacy Ratio) for the bank which stands at 14.6% post capital raising, as compared to 12.5% in June 2011. Going ahead, with a change in management and adequate capital base, IVBL is all ready to undertake expansion initiatives in its business. On account of capital raising initiative undertaken in September 2011, the bank would not require further capital in the near term, which would help to improve the ROE and ROA, thereby benefiting the shareholders. Currently, the bank operates through a network of 859 outlets comprising of 460 branches, 14 extension counters, 28 satellite offices and 357 ATMs as on 30 December 2011. Going forward, the bank is planning to focus on increasing its loan book, however, with a cautious move in order to safeguard the interest of the bank by keeping a tight watch on the asset quality.

FINDINGS & RECOMMENDATIONS

FINDINGS

72.2% people are aware of ING Vysya Bank. This shows that awareness level of people regarding the ING Vysysa Bank is good. This shows the effectiveness of their advertisement.

73.2% people think that ING Vysya Bank provides Average quality services and Dependability. This shows that people have a good image overall about the bank.

52.8% people are satisfied with the features of policies offered by ING Vysya Bank. These respondents can act as prospective customers for the bank.

66.67% people invest their money in the form of Life Insurance. This shows that in todays uncertain world people want to make sure that the future of their loved ones is secured.

Mostly respondents in the age group of 18-25 years are medium risk takers. Main objective of investment of most of people is of all age groups is Income as 58.33% people invest with this objective. In age group of 18-25 years next main objective is Capital Protection while in age group of 25-35 years Capital Growth is the next main objective.

In income group of Below Rs 300000 and Rs 300000-500000 the main objective of investment is Income whereas in the Income group of above Rs 500000 the main objective of investment is Capital growth.

The banks financials show improvement year over year. In future with its plans of expansion the bank will be performing much better.

RECOMMENDATIONS

The bank should increase its branch network.

Bank should expand its network of ATMs, it should have ATMs at cinema halls, shopping complexes, office complexes, etc.

Bank should improve its advertising so as to make more people aware of it.

Bank should also use some promotional schemes for its products.

LIMITATIONS Every research project undertaken has certain limitations and shortcoming associated with it. The major limitations of this research project are: The sample size selected for the project included only about 108 respondents. Larger pool of respondents provides the key findings a finer edge.

The selection method chosen for the process of sampling was based on convenience and Judgment sampling.

The geographic extent of our sampling was limited it was limited to Delhi NCR. All the data has been collected at random but it is always liable for biasness.

CONCLUSION

Under the primary research conducted by me in my two months of internship in ING Vysya the conclusion that this research has got is that people are aware of ING Vysya Bank. Majority of customers feel that ING Vysya Bank provides Average quality services and Dependability. This shows that people have a good image overall about the bank. Most of the respondents said that they are satisfied with the features of policies offered by ING Vysya Bank. These respondents can act as prospective profitable customers for the bank.

Through this research one of the interesting finding was that a good number of people invest their money in the form of Life Insurance. This shows that in todays uncertain world people want to make sure that the future of their loved ones is secured.

It was observed during the course of the research that main objective of investment of most of people is of all age groups is Income followed by Capital Protection and capital growth.

While analyzing the financials of the company I observed that even though the company incurred losses in the year 2005, still it had shown improvements in the year after by issuing equity capital, decreasing the NPAs and further opening up of branches thereby expanding their customer base. In future the companys position has a further scope of improvement.

ANNEXURE
Questionnaire on ING Vysya Bank (1) Your current Bank __________________________ (2) What products/services you are currently availing from your current bank? Saving a/c Mutual Fund Current a/c Fixed Deposit Life Insurance Locker

Loans (3) How happy you are with the services provided by your existing bank? Highly satisfied Satisfied Neither satisfied nor dissatisfied Dissatisfied Highly dissatisfied (4) Before this survey, how often had you heard of ING Vysya Bank Ltd? Ive never heard before Ive seen or heard a few times I see or hear frequently (5) How did you come to know about ING Vysya Bank? Newspaper Radio Television Word of Mouth (6) What are your general impressions of ING Vysya Bank? High quality services and reliability Average quality services and dependability Low quality services and reliability (7) Are you associated with ING Vysya bank? Yes No (8) What kind of banking services you generally wish to use? High priority services Normal services

(9) In which all forms of investment do you invest money? Fixed Deposit Equity Mutual Funds Gold Life Insurance Government

(10) What is the objective of your investment? Capital Protection Capital Growth Income Educational Provision Retirement provision (11) What type of risk profile describes you? High risk taker Medium risk taker Low risk taker (12) Have you taken any insurance policy of ING Vysya? Yes No (13) Which companys insurance policy do you have? LIC ICICI Aviva Bajaj Allianze Tata AIG Birla Sunlife Kotak Mahindra

(14) What amount of premium are you willing to pay per year for an insurance policy? Below Rs 10000 Rs 10000- 20000 Rs 20000- 30000 Rs 30000- 40000 Rs 40000 and above (15) Are you satisfied with the features offered by policies of ING Vysya ? Yes No (16) If you invest in mutual funds more frequently, would you like all your funds to be managed and controlled at a single point rather than scattered?

Yes of course I am not sure Its not possible (17) Which Income group do you fall in? Below Rs 300000 Rs 300000- 500000 Above Rs 500000 (18) Which age group do you fall in? 18-25 years 25- 35 years 35-45 years 45-55 years Above 55 years Thank you for your time. Your assistance will help us in better understanding of your investment needs. NAME: ADDRESS: CONTACT NO: OCCUPATION:

Annual Report figures of ING Vysya Bank from year 2007-2011

PROFIT ACCOUNT INCOME Interest Earned Other Income TOTAL EXPENDITURE Interest Expended Operating Expenses & LOSS 2007 9,905,751 1,226,716 11,132,467 6,338,184 3,801,008 2008 12,224,348 1,903,133 14,127,481 7,412,477 5,187,905 2009 14,013,678 1,943,180 15,956,948 8,593,111 5,070,642 2010 16,804,391 4,185,660 20,990,051 11,820,478 6,094,893 2011 (Rs. In ' 000) 22,398,898 5,476,657 27,875,555 15,902,699 7,724,698

Provisions

and 1,436,534 14,036,916 90,565 -346,037 1,404,097 15,067,850 889,098 12,924 1,505,378 19,420,749 1,569,302 184,363 2,360,361 25,987,758 1,887,797 1,035,324

Contingencies 1,375,055 TOTAL 11,514,247 PROFIT Net Profit for the year -381,780 Profit Brought Forward Transfer 35,743 from

Investment Fluctuation Reserve TOTAL -346,037 APPROPRIATIONS Transfer to Statutory Reserve Transfer to Capital 260,000 12,924 295,565 395,747 30,508 59,088 10,042 184,363 902,022 31,467 47,515 67,000 153,711 26,122 1,035,324 1,753,665 22,753 23,007 100,000 205,208 34,874 2,065,330 2,923,121 551,037 295,565 902,022 1,753,665 2,923,121

22,641

222,274

392,326

471,949

Reserves Transfer to Investment Reserve Transfer to Special to -346,037 -346,037 Share

Reserve Proposed Dividend Dividend Tax Balance Carried Balance Sheet TOTAL Earnings Per

( Rs. Per Equity Share of Rs.10 each) Basic and Diluted (as originally reported) -16.84 Basic (as restated for Rights issue) -5.49 Diluted (as restated for Rights issue) -5.49 1.02 1.02 9.80 9.73 9.73 16.47 16.26 16.26 18.41 18.33 18.33

BALANCE SHEET

2005

2006

2007

2008

2009 (Rs. In ' 000)

LIABILITIES Capital Share money 227,085 application 1,323,908 9,289,535 133,352,551 11,074,460 13,042,924 167,666,676 10,123,824 154,185,894 8,435,531 19,208,678 192,862,975 14,331,834 204,575,559 12,498,052 22,968,849 255,399,037 16,002,909 248,899,244 21,524,175 31,117,536 318,569,905 907,206 909,048 1,024,743 1,026,041

Reserves& Surplus 6,866,908 Deposits 125,693,050 Borrowings 8,307,760 Other Liabilities and Provision TOTAL ASSETS Cash and Balance with Reserve Bank of India 6,666,715 Balance with Banks and Money at call and short notice Investments Advances Fixed Assets Other Assets TOTAL Contingent Liabilities Bills for collection 4,478,265 41,958,926 90,805,920 3,140,044 6,855,805 153,905,675 314,791,895 13,182,580 11,486,964 153,905,675

8,416,514

9,458,130

22,635,265

17,910,228

2,816,823 43,723,357 102,315,253 4,054,093 6,340,636 167,666,676 273,920,421 14,785,434

6,458,905 45,278,131 119,761,650 3,959,697 7,946,462 192,862,975 402,098,382 14,479,933

9,212,320 62,933,196 146,495,484 3,992,146 10,130,626 255,399,037 595,258,919 18,058,006

4,912,286 104,955,389 167,509,304 4,371,997 18,910,701 318,569,905 739,082,609 30,150,131

REFERENCES
Chakrabarti Rajesh, Banking in India Reforms and Reorganization, College of Management, Georgia Tech, USA, Review, Vol I, 2005. Bhalakrishnan Hema Dr., A Study on Customer Perception in Banking Industry Using Gap Analysis, Park Global School of Business Excellence, Review, Vol II, 1999. Vipul, Project on Financial Services of Citi Bank., 2009. Mishra Kumar Vikash ,The environmental factors responsible for IDBI Banks performance (Positively& Negatively) in SAKET, 2008. Mr. Ashutosh ,HDFC Bank - Customer Satisfaction Levels, 2008. Annual Report for the year 2005-2006 from www.ingvysyabank.com. Annual Report of the company for the year 2006-2007 from www.ingvysyabank.com. Annual Report of the company for the year 2007-2008 from www.ingvysyabank.com. Annual Report of the company for the year 2008-2009 www.ingvysyabank.com.