INTRODUCTION

INTRODUCTION

INTRODUCTION OF UNION BANK Union Bank of India was established on 11th November 1919 with its headquarters in the city of Bombay now known as Mumbai. The ead !ffice buildin" of the Bank in Mumbai was inau"urated by Mahatma #andhi$ the

%ather of the nation in the year 19&1$ and he said on the occasion' ()e should have the ability to carry on a bi" bank$ to mana"e efficiently crores of ru*ees in the course of our national activities. Thou"h we have not many banks amon"st us$ it does not follow that we are not ca*able of efficiently mana"in" crores and tens of crores of ru*ees.( INTRODUCTION OF HDFC BANK +%, Bank was incor*orated in -u"ust 199.$ and$ currently has an nationwide network of &$/&0 Branches and 10$11/ -TM2s in 1$.3. Indian towns and cities.

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COMPANY PROFILE

COMPANY PROFILE UNION BANK Union Bank of India - an overview

1

!orio"# Pa#$ - A Bri%&$er F"$"re

Union Bank of India was established on 11th November 1919 with its headquarters in the city of Bombay now known as Mumbai. The ead !ffice buildin" of the Bank in Mumbai was inau"urated by Mahatma #andhi$ the

%ather of the nation in the year 19&1$ and he said on the occasion' ()e should have the ability to carry on a bi" bank$ to mana"e efficiently crores of ru*ees in the course of our national activities. Thou"h we have not many banks amon"st us$ it does not follow that we are not ca*able of efficiently mana"in" crores and tens of crores of ru*ees.( is *rescient words antici*ated the "rowth of the bank that has taken *lace in the decades that followed. The Bank now o*erates throu"h over &400 branches across the country. The Bank2s core values of *rudent mana"ement without i"norin" o**ortunities is reflected in the fact that the Bank has shown uninterru*ted *rofit durin" all 90 years of its o*erations. Union Bank has been *layin" a very *roactive role in the economic "rowth of India and it e5tends credit for the requirements of different sectors of economy. Industries$ e5*orts$ tradin"$ a"riculture$ infrastructure and the individual se"ments are sectors in which the bank has de*loyed credit to s*ur economic "rowth and to earn from a well diversified *ortfolio of assets. 6esources are mobilised throu"h ,urrent$ 7avin"s and Term +e*osits and throu"h refinance and borrowin"s from abroad. The Bank has a lar"e clientele base of over &. million. .

!n the technolo"y front the Bank has taken early initiatives and 1008 of its branches are com*uterised. The Bank has also introduced ,ore Bankin" 7olution with connectivity between branches. 1008 of the business of the Bank is under ,ore Bankin" 7olution makin" it a leader amon" its *eers in infusion of technolo"y. Many innovative *roducts are develo*ed usin" the technolo"y *latform to offer an array of choices to customers$ addin" s*eed and convenience to transactions. Technolo"y will also enable the Bank to derive substantial cost reduction while creatin" the requisite ca*acity to handle the ever increasin" volume of business in a com*etitive environment that offers immense o**ortunities. -t the end of 7e*tember &011 the Bank achieved total business level of 6s.1$.&$43/ crore 96u*ees Three :akh %orty two thousand ;i"ht hundred fifty si5 crore< Behind all these achievements is a dedicated team of staff$ which is truly cosmo*olitan in its com*osition. Many "enerations of members of staff have contributed in buildin" u* the stron" edifice of the Bank. The *resent team of over &9000 members of staff distin"uishes itself with its customer centricity$ willin"ness to learn and adherence to values enablin" us to be reco"nised as a carin" or"anisation where *eo*le en=oy their work and relationshi* with customers.

To 'e(o)e $&e 'ank of fir#$ (&oi(e in o"r (&o#en area# '* '"i!din% 'enefi(ia! and !a#$in% re!a$ion#&i+# wi$& ("#$o)er# $&ro"%& a +ro(e## of (on$in"o"# i)+rove)en$

Our Corporate Mission

To be a customer centric or"ani>ation known for its differentiated customer service To offer a com*rehensive ran"e of *roducts to meet all financial needs of customers To be a to* creator of shareholder wealth throu"h focus on *rofitable "rowth To be a youn" or"ani>ation levera"in" on technolo"y ? an e5*erienced workforce To be the most trusted brand$ admired by all stakeholders To be a leader in the area of %inancial Inclusion

BOARD OF DIRECTOR, ,HRI DEBABRATA ,ARKAR , -I6M-N ? M-N-#IN# +I6;,T!6 ,HRI ,-,-MUNDRA ;@;,UTIA; +I6;,T!6 ,HRI ,URE,H KUMAR .AIN ;@;,UTIA; +I6;,T!6 DR- A- BHATTACHARYA #!A;6NM;NT N!MIN;; +I6;,T!6 ,HRI CHANDAN ,INHA 6BI N!MIN;; +I6;,T!6 ,HRI B-M-,HARMA , -6T;6;+ -,,!UNT-NT +I6;,T!6 DR RA/IDRARAI H- DHOLAKIA 7 -6; !:+;6 +I6;,T!6 ,HRI OPAL KRI,HAN LATH 7 -6; !:+;6 +I6;,T!6 ,HRI DIPANKAR CHATTER.I 7 -6; !:+;6 +I6;,T!6 ,HRI B N BHATTACHAR.EE !%%I,;6 ;MB:!C;; +I6;,T!6 ,HRI N-,HANKAR )!6DM;N ;MB:!C;; +I6;,T!6 DR- ATUL A AR0AL B-6T TIM; N!NE!%%I,I-: +I6;,T!6

Organizational Chart of the Bank

ORGANIZATIONAL CHART

Awar s ! Co""en ations

Union Bank of India has been the *roud reci*ient of many awards and commendations. It is an honor to be a**reciated for the work we do in servin" the customer and society.

The +ale ,arne"ie :eadershi* -ward was conferred on Union Bank of India on &4th !ctober &010 by +ale ,arne"ie Trainin" for the Bank2s transformation initiatives undertaken throu"h *ro=ect Nav Nirman.

!ur Bank has been the winner of -ssociation of Business ,ommunicators of India 9-B,I< #old -ward for marketin" and Brand ,ommunications$ &010. The award is in reco"nition of the transformation *rocess undertaken by the Bank. 4

!ur Bank was ranked as the &F3th most valuable "lobal bankin" brand for calendar year &009$ u* from 131st rank in &004.

The rankin" is carried by Brand %inance Blc$ an inde*endent intan"ible asset valuation and brand strate"y "lobal firm

The brand value ratin" for Union Bank is -G 9- means stron"< com*ared to BB 9BB means -vera"e< in *revious year

Bank2s brand value increased by 1.48 durin" the calendar year &009. The -sian Banker ranked Union Bank of India the Fth 7tron"est Bank in -siaEBacific 6e"ion in &009. The Bank was ranked at No. 1 amon"st banks in India.

!ur Bank has *artici*ated in the *resti"ious Bankin" Technolo"y -wards &009 conducted by IB-ET%,I award and ba""ed the Best User of Business Intelli"ence award.

Union Bank of India was awarded the *resti"ious 7koch ,hallen"er -ward &009 for e5cellence in ca*acity buildin" throu"h innovative conce*t of 2Ailla"e Dnowled"e ,entre2 as *art of financial inclusion initiatives

COMPANY PROFILE HDFC BANK

+%, Bank is India2s secondElar"est bank with total assets of 6s. 1$4.9.F0 billion 9U7H 4& billion< at 7e*tember 10$ &004 and *rofit after ta5 6s. 1F..& billion for the half year ended 9

7e*tember 10$ &004. The Bank has a network of about 1$.00 branches and .$310 -TMs in India and *resence in 14 countries. +%, Bank offers a wide ran"e of bankin" *roducts and financial services to cor*orate and retail customers throu"h a variety of delivery channels and throu"h its s*eciali>ed subsidiaries and affiliates in the areas of investment bankin"$ life and nonElife insurance$ venture ca*ital and asset mana"ement. The Bank currently has subsidiaries in the United Din"dom$ 6ussia and ,anada$ branches in United 7tates$ 7in"a*ore$ Bahrain$ on"

Don"$ 7ri :anka$ Iatar and +ubai International %inance ,entre and re*resentative offices in United -rab ;mirates$ ,hina$ 7outh -frica$ Ban"ladesh$ Thailand$ Malaysia and Indonesia. !ur UD subsidiary has established branches in Bel"ium and #ermany. +%, Bank2s equity shares are listed in India on Bombay 7tock ;5chan"e and the National 7tock ;5chan"e of India :imited and its -merican +e*ositary 6ecei*ts 9-+6s< are listed on the New Cork 7tock ;5chan"e 9NC7;<. Hi#$or*1 +%, Bank was ori"inally *romoted in 199. by and was its whollyEowned subsidiary. +%, :imited$ an Indian financial institution$

+%,2s shareholdin" in +%, Bank was reduced to ./8

throu"h a *ublic offerin" of shares in India in fiscal 1994$ an equity offerin" in the form of -+6s listed on the NC7; in fiscal &000$ +%, Bank2s acquisition of Bank of Madura :imited

in an allEstock amal"amation in fiscal &001$ and secondary market sales by +%, to institutional investors in fiscal &001 and fiscal &00&. +%, was formed in 1933 at the initiative of the )orld Bank$ the #overnment of India and re*resentatives of Indian industry. The *rinci*al ob=ective was to create a develo*ment financial institution for *rovidin" mediumEterm and lon"Eterm *ro=ect financin" to Indian businesses. In the 1990s$ 10 +%, transformed its business from a

develo*ment financial institution offerin" only *ro=ect finance to a diversified financial services "rou* offerin" a wide variety of *roducts and services$ both directly and throu"h a number of subsidiaries and affiliates like +%, Bank. In 1999$ +%, become the first Indian com*any

and the first bank or financial institution from nonEJa*an -sia to be listed on the NC7;. -fter consideration of various cor*orate structurin" alternatives in the conte5t of the emer"in" com*etitive scenario in the Indian bankin" industry$ and the move towards universal bankin"$ the mana"ements of +%, and +%, Bank formed the view that the mer"er of +%, with

+%, Bank would be the o*timal strate"ic alternative for both entities$ and would create the o*timal le"al structure for the enhance value for +%, "rou*2s universal bankin" strate"y. The mer"er would

+%, shareholders throu"h the mer"ed entity2s access to lowEcost de*osits$

"reater o**ortunities for earnin" feeEbased income and the ability to *artici*ate in the *ayments system and *rovide transactionEbankin" services. The mer"er would enhance value for +%,

Bank shareholders throu"h a lar"e ca*ital base and scale of o*erations$ seamless access to +%,2s stron" cor*orate relationshi*s built u* over five decades$ entry into new business se"ments$ hi"her market share in various business se"ments$ *articularly feeEbased services$ and access to the vast talent *ool of +%, and its subsidiaries. In !ctober &001$ the Boards of

+irectors of +%, and +%, Bank a**roved the mer"er of +%, and two of its whollyEowned retail finance subsidiaries$ 7ervices :imited$ with +%, Bersonal %inancial 7ervices :imited and +%, ,a*ital +%, and

+%, Bank. The mer"er was a**roved by shareholders of

+%, Bank in January &00&$ by the by the

i"h ,ourt of #u=arat at -hmadabad in March &00&$ and

i"h ,ourt of Judicature at Mumbai and the 6eserve Bank of India in -*ril &00&. +%, "rou*2s financin" and bankin" o*erations$ both wholesale

,onsequent to the mer"er$ the

and retail$ have been inte"rated in a sin"le entity. 11

+%, Bank has formulated a ,ode of Business ,onduct and ;thics for its directors and em*loyees. +%, Bank 9B7;' +%,< 9formerly Industrial ,redit and Investment ,or*oration of India< is

India2s lar"est *rivate sector bank in market ca*itali>ation and second lar"est overall in terms of assets. Bank has total assets of about U7+ 100 billion 9at the end of March &004<$ a network of over 1$199 branches$ && re"ional offices and .9 re"ional *rocessin" centres$ about .$.43 -TMs 9at the end of 7e*tember &004<$ and &. million customers 9at the end of July &00F<. +%, Bank offers a wide ran"e of bankin" *roducts and financial services to cor*orate and retail customers throu"h a variety of delivery channels and s*ecialised subsidiaries and affiliates in the areas of investment bankin"$ life and nonElife insurance$ venture ca*ital and asset mana"ement. 9These data are dynamic.< +%, Bank is also the lar"est issuer of credit cards in India.
K1L

. +%, Bank

has "ot its equity shares listed on the stock e5chan"es at Dolkata and Aadodara$ Mumbai and the National 7tock ;5chan"e of India :imited$ and its -+6s on the New Cork 7tock ;5chan"e 9NC7;<. The Bank is e5*andin" in overseas markets and has the lar"est international balance sheet amon" Indian banks. +%, Bank now has whollyEowned subsidiaries$ branches and re*resentatives

offices in 14 countries$ includin" an offshore unit in Mumbai. This includes wholly owned subsidiaries in ,anada$ 6ussia and the UD$ offshore bankin" units in Bahrain and 7in"a*ore$ an advisory branch in +ubai$ branches in Bel"ium$ on" Don" and 7ri :anka$ and re*resentative

offices in Ban"ladesh$ ,hina$ Malaysia$ Indonesia$ 7outh -frica$ Thailand$ the United -rab ;mirates and U7-. !verseas$ the Bank is tar"etin" the N6I 9NonE6esident Indian< *o*ulation in *articular.

1&

+%, re*orted a 1.138 rise in net *rofit to 6s. 1$01..&1 crore on a 1.&98 increase in total income to 6s. 9$F1&.11 crore in I& 7e*tember &004 over I& 7e*tember &00F. 1933' The Industrial ,redit and Investment ,or*oration of India :imited 9 +%,< was incor*orated at the initiative of )orld Bank$ the #overnment of India and re*resentatives of Indian industry$ with the ob=ective of creatin" a develo*ment financial institution for *rovidin" mediumEterm and lon"Eterm *ro=ect financin" to Indian businesses. Mr.-.6amaswami Mudaliar is elected as the first ,hairman of +%, :imited. +%, emer"es as the ma=or source of forei"n currency loans to Indian industry. Besides fundin" from )orld Bank and other multiElateral a"encies$ +%, was also amon" the

first Indian com*anies to raise funds from international markets. 193/' +%, declared its first dividend$ of 1.38. 1934' Mr.#.:.Mehta a**ointed the second ,hairman of +%, :td. 19/0' +%, buildin" at 1/1$ Backbay 6eclamation$ inau"urated. 19/1' The first )est #erman loan of +M 3 million from Dredianstalt obtained. 19/F' +%, made its first debenture issue for 6s./ crore$ which was oversubscribed. 19/9' The first two re"ional offices set u* in ,alcutta and Madras. 19F&' +%, becomes the second entity in India to set u* merchant bankin" services. Mr. . T. Barekh a**ointed the third ,hairman of +%,. 19FF' +%, s*onsored the formation of ousin" +evelo*ment %inance ,or*oration and

mana"es its first equity *ublic issue. 11

19F4' Mr. James 6a= a**ointed the fourth ,hairman of +%,. 19F9' Mr.7iddharth Mehta a**ointed the fifth ,hairman of +%,. 194&' +%, became the first ever Indian borrower to raise ;uro*ean ,urrency Units. +%, commences leasin" business. 194.' Mr. 7. Nadkarni a**ointed the si5th ,hairman of +%,. 1943' Mr. N.Aa"hul a**ointed the seventh ,hairman and Mana"in" +irector of +%,. 194/' +%, became the first Indian institution to receive -+B :oans. +%,$ alon" with UTI$ set u* ,redit 6atin" Information 7ervices of India :imited$ India2s first *rofessional credit ratin" a"ency. +%, *romotes 7hi**in" ,redit and Investment ,om*any of India :imited. The ,or*oration made a *ublic issue of 7wiss %ranc F3 million in 7wit>erland$ the first *ublic issue by any Indian entity in the 7wiss ,a*ital Market. 194F' +%, si"ned a loan a"reement for 7terlin" Bound 10 million with ,ommonwealth

+evelo*ment ,or*oration 9,+,<$ the first loan by ,+, for financin" *ro=ects in India. 1944' Bromoted T+I,I E India2s first venture ca*ital com*any. 1991' +%, 7ecurities and %inance ,om*any :imited in =oint venture with J. B. Mor"an set u*. +%, -sset Mana"ement ,om*any set u*. 199.' +%, Bank set u*. 199/' +%, :td became the first com*any in the Indian financial sector to raise #+6.

1.

7,I,I mer"ed with +%, :td. Mr. D.A.Damath a**ointed the Mana"in" +irector and ,;! of +%, :td 199F ' +%, :td was the first intermediary to move away from a sin"le *rime rate structure to a threeEtier *rime rates structure and introduced yieldEcurveEbased *ricin". The name (The Industrial ,redit and Investment ,or*oration of India :td( chan"ed to ( +%, :td.( +%, :td. announced the takeover of IT, ,lassic %inance. 1994' - new lo"o symboli>in" the common cor*orate identity for the introduced. +%, announced takeover of -na"ram %inance. 1999 ' +%, launched retail finance E car loans$ home loans and loans for consumer durables. +%, becomes the first Indian com*any to "et listed on the NC7; throu"h an issue of -merican +e*ositary 7hares. &000 ' NC7;. +%, Bank announces mer"er with Bank of Madura. &001' The Boards of +%, Bank. &00&' assets. +%, :td mer"ed with +%, Bank :td to create IndiaMs secondElar"est bank in terms of +%, :td and +%, Bank a**roved the mer"er of +%, :td. with +%, Bank became the first commercial bank from India to "et its stock listed on the +%, #rou* was

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+%, assi"ned hi"her than (7overei"n( ratin" by MoodyMs. +%, Bank launched IndiaMs first ,+! 9,ollateralised +ebt !bli"ation< %und named Indian ,or*orate ,ollateralised +ebt !bli"ation %und 9I,,+! %und<. (;E:obby($ a selfEservice bankin" centre and a first of its kind in India$ is inau"urated in Bune. +%, Bank launched Brivate Bankin". - 1$100Eseat ,all ,entre for ,ustomer ,are by *hone and eEmail was set u* in yderabad. +%, Bank ome 7ho**e$ the firstEever *ermanent a""re"ation and dis*lay of housin"

*ro=ects in the county$ launched in Bune. -TMEonE)heels$ IndiaMs first mobile -TM$ launched in Mumbai. &001' The first Inte"rated ,urrency Mana"ement ,entre launched in Bune. +%, Bank announced the settin" u* of its firstEever offshore branch in 7in"a*ore. The first offshore bankin" unit 9!BU< at 7;;BN 7*ecial ;conomic None$ Mumbai$ was launched. +%, BankMs re*resentative office inau"urated in +ubai. 6e*resentative office set u* in ,hina. +%, BankMs UD subsidiary launched. IndiaMs first ever (Aisa Mini ,redit ,ard($ a credit card .18 smaller in dimensions was launched. - subsidiary of +%, Bank was set u* in ,anada. Temasek oldin"s acquired 3.&8 stake in +%, Bank. +%, Bank became the market leader in retail credit in India. 1/

&00.' Ma5 Money$ a home loan *roduct that offers the dual benefit of hi"her eli"ibility and affordability to a customer$ introduced. Mobile bankin" service in India launched in association with 6eliance Infocomm. IndiaMs first multiEbranded credit card with B,: and -irtel launched. Disan :oan ,ard and innovative$ lowEcost -TMs were launched in rural India. +%, Bank and ,NB, TA 14 announced IndiaMs first ever awards reco"ni>in" the achievements of 7M;s$ a *ioneerin" initiative to encoura"e the contribution of 7mall and Medium ;nter*rises to the "rowth of the Indian economy. +%, Bank o*ened its 300th branch in India. +%, Bank introduced *artnershi* model wherein +%, Bank would for"e an alliance

with e5istin" micro finance institutions 9M%Is<. The M%I would undertake the *romotional role of identifyin"$ trainin" and *romotin" the microEfinance clients and +%, Bank would finance the clients directly on the recommendation of the M%I. +%, Bank introduced 4 to 4 Bankin" wherein all the branches of the Bank would remain o*en from 4a.m. to 4 *.m. from Monday to 7aturday. +%, Bank introduced the conce*t of floatin" rate for home loans in India. &003' %irst rural branch and -TM launched in Uttar Bradesh at +el*andarwa$ ardoi. (%ree for :ife( credit cards launched wherein annual fees of all +%, Bank ,redit ,ards were waived off. +%, Bank and Aisa =ointly launched m,hq O a revolutionary credit card on the mobile *hone.

1F

Brivate Bankin" Masters &003$ a nationwide #olf tournament for hi"h networth clients of the Brivate Bankin" division launched. This event is the lar"est domestic invitation amateur "olf event conducted in India. Becomes the first Indian com*any to make a simultaneous equity offerin" of H1.4 billion in India$ the United 7tates and Ja*an. -cquired IvestitsionnoDreditny Bank of 6ussia. +%, Bank became the lar"est bank in India in terms of its market ca*itali>ation. +%, Bank became the first *rivate entity in India to offer a discount to retail investors for its followEu* offer. &00/' +%, Bank became the first Indian bank to issue hybrid TierE1 *er*etual debt in the

international markets. +%, Bank subsidiary set u* in 6ussia. Introduced a new *roduct E PN6I smart save +e*ositsM O a unique fi5ed de*osit scheme for nonresident Indians. 6e*resentative offices o*ened in Thailand$ Indonesia and Malaysia. +%, Bank became the lar"est retail *layer in the market to introduce a biometric enabled smart card that allow bankin" transactions to be conducted on the field. - lowE cost solution$ this became an effective delivery o*tion for institution *artners. %inancial counselin" centre +isha launched. +isha *rovides free credit counselin"$ financial *lannin" and debt mana"ement services. Bhoomi *u=a conducted for a re"ional hub in yderabad$ -ndhra Bradesh. +%, BankMs microEfinance

14

&00F'

+%, Bank makes a U7+ & billion threeEtranche international bond offerin"$ which

becomes the lar"est bond offerin" by an Indian bank. 7an"li Bank was amal"amated with +%, Bank. +%, Bank raised 6s &0$000 crore 9a**ro5 H3 billion< from domestic and international markets throu"h a followEon *ublic offer. +%, BankMs #BB 130 million international bond offerin" marked the inau"ural deal in the sterlin" market from an Indian issuer and also the lar"est deal in the sterlin" market from -sia. :aunched IndiaMs first ever =ewellery card in association with =ewellery ma=or #itan=ali #rou*. +%, Bank became the first bank in India to launch a *remium credit card EE The Aisa 7i"nature ,redit ,ard. The foundation stone for a re"ional hub in #andhina"ar$ #u=arat was laid. +%, Bank introduced 7M; Toolkit$ an online resource centre$ to hel* small and medium enter*rises start$ finance and "row their business. +%, Bank si"ned a multiEtranche dual currency U7H 1.3 billion syndication loan a"reement in 7in"a*ore. +%, Bank became the first *rivate bank in India to offer both floatin" and fi5ed rate on car loans$ commercial vehicles loans$ construction equi*ment loans and *rofessional equi*ment loans. In a firstEofEitsEkind$ nation wide initiative to attract bri"ht "raduate students to *ursue a careers in bankin"$ +%, Bank launched the (Brobationary !fficer Bro"ramme(.

19

:aunched BankQ ome services for all savin"s and current account customers residin" in India +%, Bank ;urasia ::, inau"urated its first branch at 7t Betersbur"$ 6ussia. &004' +%, Bank enters U7-$ launches its first branch in New Cork +%, Bank enters #ermany$ o*ens its first branch in %rankfurt +%, Bank launched iMobile$ a breakthrou"h innovation in bankin" where *ractically all Internet bankin" transactions can now be done easily on the mobile *hone. +%, Bank concluded India2s lar"est ever securiti>ation transaction of a *ool of retail loan assets a""re"atin" to 6s. .4.9/ billion 9equivalent of U7+ 1.&1 billion< in a multiE tranche issue backed by four different asset cate"ories. It is also the lar"est deal in -sia 9e5EJa*an< in &004 till date and the second lar"est deal in -sia 9e5EJa*an and -ustralia< since the be"innin" of &00F. +%, Bank launches +%,-,TIA;EBankin" Interactive 7ervice E alon" with +I7

TA$ which will allow viewers to see information about the Bank2s *roducts and services and contact details on their +I7 TA screens. +%, Bank and British -irways launch a coEbranded credit card$ desi"ned to earn cardholders accelerated reward *oints with every British -irways fli"ht or by s*endin" on everyday *urchases

Pre#en$ ,$a$"# of $&e Or%ani2a$ion1-

&0

March &00F ,itied Branches -TMs &&4 313 11&1

March &004 11/ /4. 1/03

March &009 .3& 1.1& 1&F3

ousin" +evelo*ment %inance ,or*oration :imited$ more *o*ularly known as +%, Bank :td$ was established in the year 199.$ as a *art of the liberali>ation of the Indian Bankin" Industry by 6eserve Bank of India 96BI<. It was one of the first banks to receive an 2in *rinci*le2 a**roval from 6BI$ for settin" u* a bank in the *rivate sector. The bank was incor*orated with the name 2 +%, Bank :imited2$ with its re"istered office in Mumbai. The followin" year$ it started its o*erations as a 7cheduled ,ommercial Bank. Today$ the bank boasts of as many as 1.1& branches and over 1&F3 -TMs across India. -mal"amation. In &00&$ +%, Bank witnessed its mer"er with Times Bank :imited 9a *rivate sector bank +%, and Times became the

*romoted by Bennett$ ,oleman ? ,o. R Times #rou*<. )ith this$

first two *rivate banks in the New #eneration Brivate 7ector Banks to have "one throu"h a mer"er. In &004$ 6BI a**roved the amal"amation of ,enturion Bank of Bun=ab with +%,

Bank. )ith this$ the +e*osits of the mer"ed entity became 6s. 1$&&$000 crore$ while the -dvances were 6s. 49$000 crore and Balance 7heet si>e was 6s. 1$/1$000 crore. Head Offi(e +%, Bank 6amon ouse$ 1/9$ Backbay 6eclamation$ &1

T Barekh Mar"$ ,hurch"ate Mumbai E .000&0 P&one1 G91 9&&< //11/000$ ///1/000$ //11/0/0 Fa31 G91 9&&< &&0.441. 0e'#i$e1 www.hdfc.com

Te(&-,avv* +%, Bank has always *rided itself on a hi"hly automated environment$ be it in terms of information technolo"y or communication systems. -ll the braches of the bank boast of online connectivity with the other$ ensurin" s*eedy funds transfer for the clients. -t the same time$ the bank2s branch network and -utomated Teller Machines 9-TMs< allow multiEbranch access to retail clients. The bank makes use of its u*EtoEdate technolo"y$ alon" with market *osition and e5*ertise$ to create a com*etitive advanta"e and build market share. Ca+i$a! ,$r"($"re -t *resent$ +%, Bank boasts of an authori>ed ca*ital of 6s 330 crore 96s3.3 billion<$ of this

the *aidEu* amount is 6s .&../ crore 96s...& billion<. In terms of equity share$ the +%, #rou* holds 19..8. %orei"n Institutional Investors 9%IIs< have around &48 of the equity and about 1F./8 is held by the -+7 +e*ository 9in res*ect of the bank2s -merican +e*ository 7hares 9-+7< Issue<. The bank has about 3F0$000 shareholders. Its shares find a listin" on the 7tock ;5chan"e$ Mumbai and National 7tock ;5chan"e$ while its -merican +e*ository 7hares are listed on the New Cork 7tock ;5chan"e 9NC7;<$ under the symbol 2 +B2

4-5 F"n($iona! De+ar$)en$# of $&e Or%ani#a$ion1-

&&

The functional de*artments of the or"ani>ation consists of the 6 de*artment$ the administrative de*artment and the e5ecutive de*artment. The 6 de*artment of the or"ani>ation consists of the *eo*le who em*loy the Bersons who they think would be able to do =ustice with the =ob handled.The administrative de*artment of the or"ani>ation consists of the director and the mana"er of the or"ani>ation. They *reside the or"ani>ation and control all the o*erations of the or"ani>ation such that the or"ani>ation could run in a smooth and effective manner.The e5ecutive de*artment of the or"ani>ation consists of the various em*loyees )ho e5ecute the =ob undertaken by them. The em*loyees consists of the team leaders$ the ,or*orate financial consultants$. the telecallers$ various staffs and =unior staffs who are the main structural framework of the or"ani>ation. The or"ani>ation thus runs with the effective coordination of the 6 de*artment$ the administrative de*artment and the e5ecutive de*artment such that the su*ervisors of the or"ani>ation *reside over the subordinate em*loyees to "ive them directions about fulfillin" their works most efficiently and effectively. Technical ,onsultancy +e*artment' The Technical ,onsultancy +e*artment is res*onsible for technical a**raisal of industrial *ro=ects. The mission of the division is aimed towards the verification of the technical viability of industrial *ro=ects and assistin" the %unds mana"ement in takin" the decisions that require technical e5*ertise. Moreover$ it is res*onsible for conductin" technical studies and renderin" technical consultancy B-ND to certain industrial sectors for the *ur*oses of investi"atin" modern technolo"ies and *roductivity levels for local manufacturin" *lants. H R De+ar$)en$1 +%, uman 6esources de*artment *lans and direct for the em*loyee *o*ulation as well as

they are havin" the followin" functions as'E irin" &1

 Bromotions 6eassi"nments Bosition classification and "radin" 7alary determination Berformance a**raisal review and *rocessin" Bersonnel data entry and records maintenance Bolicy develo*ment )ork *ermittin" immi"ration visa *ro"ram )orkersM com*ensation %inance +e*artment' The %inance Mana"er is res*onsible for all as*ects of the accountin" and financial administration of the +%,$ the su*ervision of the im*lementation of the +%, financial *olicies$ directives +%, The

and *rocedures and the initiation of the financial *lans within the "uidelines of

de*artment contains several distinct sections$ each of which is res*onsible for a *ro*ortion of the activities takin" *lace within the finance de*artment. Marke$in% Con#"!$an(* De+ar$)en$1 The Marketin" ,onsultancy +e*artment *lays and im*ortant role within the %und as it studies and analy>es marketin" information in order to build solid base for mana"ement decisions. The

&.

division also assists *ro=ects s*onsors in formulatin" solid marketin" strate"ies to im*rove their industries and stren"then their *osition in the local and international markets. Re#ear(& De+ar$)en$1 The 6esearch +e*artment is havin" the ca*acity to act throu"h four com*osin" units i.e.$ the market research unit$ economic studies unit$ and statistical studies unit. It is the mission of the division to *rovide su**ort B-ND for information and consultancy to the senior mana"ement and division in the areas of economic$ statistical and marketin" information and consultancy throu"h data analysis$ *rocessin" of economic and statistical data$ market research studies and *ublishin" related *eriodical re*orts. 4-6 Or%ani2a$ion ,$r"($"re and Or%ani2a$ion C&ar$1The or"ani>ation structure of the com*any +%, is such that it com*rises of the de*artments

and the em*loyees in the hierarchical order so that they are able to *erform their functions and duties smoothly and effectively doin" their =ob in a manner in which it should be done. The or"ani>ation is headed by the administrative de*artment which coordinates and controls the e5ecutive de*artment. The e5ecutive de*artment is a link from the to* and the bottom com*risin" of the lower level em*loyees such that they work to"ether to fulfill the common ob=ective of "ettin" business from the *ersons who "et in touch with them and see to it that they are *rovided with the best of the B-ND which constitute "ivin" financial advise to *rovidin" -ccount to the customers. The lower level em*loyees and the cor*orate financial consultants work to"ether to see to it that the database for *rovidin" financial B-ND to sufficient number of *eo*le is made .They work to"ether to see to it that this database is followed and worked u*on such that more and more number of *eo*le "et themselves avail the financial B-ND of the or"ani>ation. Team leaders who form the *art of the administrative de*artment of the

&3

!r"ani>ation make sure that the clients that turn u* for the financial B-ND are dealt with most efficiently and effectively.

The or"ani>ational structure is well *lanned out and it follows a sim*le format which is follows' Or%ani2a$ion C&ar$1-

&/

PRODUCT PROFILE

&F

UNION BANK
,avin%# Bank A((o"n$

ELI IBILITY1 -ny 6esident Individual E 7in"le -ccounts$ Two or more individuals in Joint -ccounts$ Illiterate Bersons$ Aisually Im*aired *ersons$ Burdanasheen :adies$ Minors$ -ssociations$ ,lubs$ 7ocieties$ etc. Trusts$ InstitutionsR-"encies s*ecifically *ermitted by the 6BI ,ALIENT FEATURE, 1

7im*lest de*osit o*tion available to the de*ositor. -n ideal o*tion to cultivate the habit of bankin" and savin" amon"st the youn"er "eneration.

;asy to o*erate. Terms and conditions ke*t lucid to facilitate a layman2s understandin" No hidden costs Nero balance facility. - 7tudent can o*en 6e"ular 7avin" -ccount with >ero balance +e*osits are insured by +I,#, Interest Q .8 *.a$ are bein" calculated on daily *roduct basis from 01.0..&010 and will be credited twice in a year in %eb and -u"ust or at the time of closin" the -Rc

-ny )here R -ny Time Bankin" of your ,hoice as follows' Branch Bankin" -TM Bankin" Net Bankin" Bhone Bankin" Brovision for nomination

Mini)") 'a!an(e re7"ire)en$ wi$& or wi$&o"$ (&e7"e 'ook fa(i!i$* 1 &4

Cen$re# 0i$&o"$ C&e7"e Book 0i$& C&e7"e Book Metro 300 1000 Urban 300 1000 7emi Urban &30 300 6ural 100 &30 For Pen#ioner# 899:- and 89:- re#+e($ive!* for (&e7"e 'ook and non (&e7"e 'ook a:(#

HDFC ,A/IN

,CHEME,

-n easyEtoEo*erate savin"s account that allows you to issue cheques$ draw +emand +rafts and withdraw cash. ,heck u* on your balances from the comfort of your home or office throu"h &9

NetBankin"$ BhoneBankin" and MobileBankin". Need money ur"entlyS )ithdraw cash from any of the 1$3F1 -TM centres s*read across the country. Fea$"re# ; Benefi$# )ide network of branches and over thousand -TMs to meet all your bankin" needs no matter where you are located. Bank conveniently with facilities like NetBankin" and MobileBankin"E check your account balance$ *ay utility bills or sto* cheque *ayment$ throu"h 7M7. Never overs*endE 7ho* usin" your International +ebit ,ard that reflects the actual balance in your savin"s account. Bersonalised cheques with your name *rinted on each cheque leaf for enhanced security. Take advanta"e of BillBay$ an instant solution to all your frequent utility bill *ayments. Instruct for *ayment over the *hone or throu"h the Internet. -vail of facilities like 7afe +e*osit :ocker$ 7wee*EIn and 7u*er 7aver facility on your account. %ree cash withdrawals on any other Bank2s -TM %ree BayableEatEBar chequebook$ without any usa"e char"es u*to a limit of 6s.30$000RE *er month. %ree Insta-lerts for all account holders for lifetime of the account. %ree Bassbook facility available at home branch for account holders 9individuals<.

10

Introducin" the best bankin" o*tion for you with

+%, Bank 7avin"s Blus -ccount. Now you +%, Bank2s 7avin"s Blus -ccount.

can "et access to some of the finest bankin" facilities with

-ll you have to do is maintain an -vera"e Iuarterly Balance of 6s. 10$000RE and e5*erience the benefits as mentioned below' Fea$"re# ; Benefi$# )ide network of branches and over thousand -TMs to meet all your bankin" needs no matter where you are located. %ree cash withdrawals on any other Bank2s -TMT. %ree International +ebit ,ard for all account holders for life time of the account. %ree BayableEatEBar 9B-B< chequebook$ without any usa"e char"es u*to a limit of 6s. 30$000 *er month. -bove 6s. 30$000$ char"e of 6s.&.90RE *er 6s. 1$000RE on the full amount. %ree +emand +rafts on +%, Bank locations$ u*to a limit of &3$000RE *er day. %ree BillBay ? Insta-lerts for all account holders for lifetime of the account %ree ;lectronic %unds Transfer facility$ NetBankin"$ BhoneBankin" ? MobileBankin" 7*ecial relationshi* discount on *urchase of #old Bars &38Eoff on the :ocker rental for the 1st year 9only<. Intercity Bankin" R MultiEcity Bankin". %ree Bassbook facility available at home branch for account holders 9individuals<. %ree ;mail 7tatement facility.

11

)elcome to a world of convenience. Bresentin" 7avin"sMa5 account$ loaded with ma5imum benefits to make your bankin" e5*erience a *leasure. By maintainin" an avera"e quarterly balance of =ust 6s. &3$000RE you "et a host of *remium services from freeT. Fea$"re# ; Benefi$# %ree unlimited transactions' ,ash withdrawal and balance enquiry$ at all +%, Bank -TMs ? at all non +%, Bank domestic -TMs usin" your +%, Bank +ebit ,ard %ree #old +ebit ,ard for *rimary account holder for lifetime of the account. #old +ebit ,ard for other account holders at 6s &30RE *.a. %ree )oman2s -dvanta"eRInternational +ebit ,ard for all account holders for lifetime of the account. %ree BayableEatEBar 9B-B< chequebook$ without any usa"e char"es u*to a limit of 6s. & lac *er month. -bove 6s. & lac$ char"e of 6s.1.30RE *er 6s. 1$000RE on the full amount. %ree +emand +rafts on +%, Bank locations$ u*to a limit of +%, Bank absolutely

6s. 1 lac *er day. 7elfRThird Barty ,ash +e*ositR)ithdrawal at nonEhome branches$ u*to 6s 30$000RE *er day 1&

free. -bove 6s 30$000 a char"e of 6s &.90 *er thousand on the full amount would be a**licable. !*tional UMoneyMa5imi>erV 9swee*E out< facility for conversion of your sur*lus money into hi"h earnin" fi5ed de*osits$ at the threshold of 6s.1$&3$000RE . In the event of the balance in 7avin"sMa5 account e5ceedin" R reachin" 6s.1$&3$000RE$ the amount in e5cess of 6s.1$00$000RE will be swe*t out in to a %i5ed +e*osit with a minimum value of 6s.&3$000RE for a 1year 1day *eriod T %ree BillBay ? Insta-lerts for all account holders for lifetime of the account. %ree Monthly 7tatement of -ccount. 308 off on the :ocker rental for the 1st year only. %olio maintenance char"es on +emat account free for first year. %ree NetBankin"$ BhoneBankin" ? MobileBankin". %ree Bassbook facility available at home branch for account holders 9individuals<. %ree ;mail 7tatement facility . ,+e(ia! Privi!e%e# In#"ran(e Benefi$# <a++!i(a'!e fro) 8#$ A"% 9=> ;n=oy an -ccidental 7avin"sMa5 account.

os*itali>ation cover of 6s. 1 lac *er annum on your

Cou can also claim daily cash allowanceT at 6s.1$000RE *er day for a ma5imum of 13 days *er year$ for each day of hos*itali>ation due to an accident.

This is a reEimbursement cover$ e5tended only to the first holder of the 7avin"sMa5 account.

It would be a**licable after the com*letion of the 1st calendar quarter$ *ost the quarter of aRc o*enin". 11

;". If the 7avin"sMa5 aRc is o*ened in -u"ust &009$ the insurance benefit will a**ly only from January &010.

%or the claim to be acce*ted ? *rocessed$ the first holder of the 7avin"sMa5 account should have fulfilled the below & conditions E

Maintained an -vera"e Iuarterly Balance of 6s. &3$000RE 9irres*ective of en=oyin" the benefit of a >ero balance account with a %i5ed +e*osit of minimum 6s. 1$00$000RE< in the calendar quarter *revious to the quarter of the date of accident. 7hould have done at least 1 *urchase E *oint of sale 9B!7< transaction at a merchant establishment usin" the +ebit ,ard in the *revious 1 months before the date of accident.

1.

LITERATURE RE/IE0

13

LITERATURE RE/IE0

The bankin" sector in India has made remarkable *ro"ress since the economic reforms in 1991. New *rivate sector banks have brou"ht the necessary com*etition into the industry and s*earheaded the chan"es towards hi"her utili>ation of technolo"y$ im*roved customer service and innovative *roducts. ,ustomers are now becomin" increasin"ly conscious of their ri"hts and are demandin" more than ever before. The recent trends show that most banks are shiftin" from a U*roductEcentric modelV to a UcustomerEcentric modelV as customer satisfaction has become one of the ma=or determinants of business "rowth. In this conte5t$ *rioriti>ation of *references and close monitorin" of customer satisfaction have become essential for banks. Dee*in" these in mind$ an attem*t has been made in this study to analy>e the factors that are essential in influencin" the investment decision of the customers of the *ublic sector banks. %or this *ur*ose$ %actor -nalysis$ which is the most a**ro*riate multivariate technique$ has been used to identify the "rou*s of determinants. %actor analysis identifies common dimensions of factors from the observed variables that link to"ether the seemin"ly unrelated variables and *rovides insi"ht into the underlyin" structure of the data. 7econdly$ this study also su""ests some measures to formulate marketin" strate"ies to lure customers towards banks.

1/

Ke* 0ord#1 Bank1 - bank is a financial institution whose *rimary activity is to act as a *ayment a"ent for customers and to borrow and lend money. It is an institution for receivin"$ kee*in"$ and lendin" money. Mo'i!e Bankin%1 Mobile bankin" 9also known as MEBankin"$ mbankin"$ 7M7 Bankin" etc.< is a term used for *erformin" balance checks$ account transactions$ *ayments etc. via a mobile device such as a mobile *hone. Mobile bankin" today 9&00F< is most often *erformed via 7M7 or the Mobile Internet but can also use s*ecial *ro"rams called clients downloaded to the mobile device. In$erne$ Bankin%1 !nline bankin" 9or Internet bankin"< allows customers to conduct financial transactions on a secure website o*erated by their retail or virtual bank$ credit union or buildin" society. Core Bankin% ,*#$e)1 ,ore Bankin" is a "eneral term used to describe the services *rovided by a "rou* of networked bank branches. Bank ,ustomers may access their funds and other sim*le transactions from any of the menber branch offices. 1F

14

ATM1 -n automated teller machine 9-TM< is a com*uteri>ed telecommunications device that *rovides the customers of a financial institution with access to financial transactions in a *ublic s*ace without the need for a human clerk or bank teller. !n most modern -TMs$ the customer is identified by insertin" a *lastic -TM card with a ma"netic stri*e or a *lastic smartcard with a chi*$ that contains a unique card number and some security information$ such as an e5*iration date or ,A, 9,AA<. 7ecurity is *rovided by the customer enterin" a *ersonal identification number 9BIN<. Usin" an -TM$ customers can access their bank accounts in order to make cash withdrawals 9or credit card cash advances< and check their account balances as well as *urchasin" mobile cell *hone *re*aid credit. -TMs are known by various other names includin" automated bankin" machine$ money machine$ bank machine$ cash machine$ holeEinE theEwall$ cash*oint$ Bancomat 9in various countries in ;uro*e and 6ussia<$ Multibanco 9after a re"istered trade mark$ in Bortu"al<$ and -ny Time Money 9in India<.

19

OB.ECTI/E OF THE ,TUDY

.0

OB.ECTI/E OF THE ,TUDY

To study whether the customers are satisfied with their services amon" Union Bank ? +%, Bank

To know about the ,ustomer *references amon" Union Bank ? +%, Bank To "ive 7u""estions to im*rove the services

.1

RE,EARCH METHODOLO Y

.&

RE,EARCH METHODOLO Y ,a)+!in% de#i%n1 Tar%e$ +o+"!a$ion1

The tar"et *o*ulation in this research refers to the bank customers who are havin" an account in Union Bank ? +%, Bank due to the convenience in collectin" the data. The res*ondents can be any "ender$ any income level$ any occu*ation and any education level.

,a)+!in% "ni$
The sam*lin" units are customers of Union Bank ? +%, Bank

,a)+!in% )e$&od
%or this research we use nonE*robability sam*lin". Nikmund 9199F< stated that in nonE *robability sam*lin"$ the *robability of any *articular member of the *o*ulation bein" chosen is unknown. The element in the *o*ulation does not have any *robability attached to their bein" chosen as sam*le sub=ects. 7now ball sam*lin" will be a**lied in this research. 7now ball sam*lin" is used to collect the data from the customers. 7now ball sam*lin" refers to the *rocedure that involves the selection of additional res*ondents based on referrals of initial res*ondents.

.1

,a)+!e #i2e
#hauri 9&00&< stated that sam*le si>e de*end on the desired *recision from the estimate. Brecision is the si>e of the estimatin" interval when the *roblem is one of estimatin" a *o*ulation *arameter. This research selects /0 res*ondents as the sam*le si>e due to limited of time by askin" them that they are havin" an account in Union Bank ? Bank bank due to the convenience in collectin" the data. The res*ondents can be any "ender$ any income level$ any occu*ation and any education level. +%,

,a)+!in% +!an1
The researcher is "oin" to collect the data from the -TM7 and also by visitin" the bank.

Pi!o$ ,$"d*1
- *ilot study can refer to many ty*es of e5*eriments$ but "enerally the "oal of study is to re*licate the full scale e5*eriment$ but only on a smaller scale. - *ilot is often used to test the desi"n of the fullEscale e5*eriment. The desi"n can then be ad=usted in time. This can turn out to be valuable' should anythin" be missin" in the *ilot$ it can be added to the e5*eriment and chances are that the fullEscale 9and more e5*ensive< e5*eriment will not have to be reEdone.

..

/a!idi$*1
The ability of a scale or a measurin" instrument to measure what it is intended to measure can be termed as the validity of the measurement. Aalidity can be measured throu"h several methods like face validity$ content validity$ criterion O related validity and construct validity. %or this com*arative study the researcher has taken the face validity.

Fa(e va!idi$*1
%ace validity refers to the collective a"reement of the e5*erts and researchers on the validity of the measurement scale. The researcher has "ave the questionnaire to the e5*erts in bankin" field.

Re!ia'i!i$*1
In reliability the researcher has ado*ted the al*ha method. The reliability for the 7BI bank -TM service is ./10.It shows that the question re"ardin" to 7BI -TM service is reliable. -nd for the internet bankin" service is .F/F. -nd for the mobile bankin" service is .49/. -nd for the core bankin" system is .90&. If the reliability result is ./ or above ./ the data is reliable. -nd for this study the data is reliable because all the service are above ./.

Re#ear(& )e$&odo!o%*1 ,o"r(e# of da$a1

The data is basically *rimary in nature It was obtained from the customers

.3

Da$a Co!!e($ion Me$&od1

!ur communication a**roach was basically structured questionin"$ that is *ersonal interview with the aid of *rinted questionnaires.

Da$a Ana!*#i#1
-**ro*riate statistical analysis will be ado*ted. The data will be tabulated and analy>ed.

./

FINDIN , ; ANALY,I,

.F

FINDIN , ; ANALY,I,

The followin" information contains the data inter*retation of the questionnaires. The res*ondentMs res*onses for the questions have been inter*reted and a findin" has been made based on the res*ondents res*onses.

Fre7"en(* $a'!e for $&e de)o%ra+&i( de$ai!# of $&e UNION Bank re#+onden$?# Ta'!e @-8 A E OF THE RE,PONDENT, %requency &3C67E13C67 1/C67E.3C67 ./C67E33C67 -B!A; 33C67 Total 1& 3 3 4 10 Bercent 14.F 1/.1 1/.1 &3.4 100

.4

ra+&1 @-8

In$er+re$a$ion1
%rom the above table 14.F8 res*ondents are belon"in" to the a"e cate"ory of &3yrsE13yrs. -nd 1/.18 res*ondents are belon"in" to the cate"ory of 1/yrsE.3yrs and ./yrsE33yrs. -nd &3.48 res*ondents are belon"in" to the cate"ory of above 33yrs.

.9

Ta'!e @-4 ENDER OF THE RE,PONDENT, %requency %;M-:; M-:; Total 13 13 10 Bercent .4.. .4.. 100

ra+&1 @-4

In$er+re$a$ion1 %rom the above table .4..8 res*ondents are belon"in" to the cate"ory of female. -nd the remainin" .4..8 res*ondents are belon"in" to the cate"ory of male. Ta'!e @-@ 30

EDUCATIONAL OUALIFICATION OF THE RE,PONDENT, %requency 7, !!: U# B# B6!%;77I!N-: ,!U67; M.*hilR*hd Total ra+& @-@ 1 9 1. 1 1 10 Bercent 9.F &9.0 .3.& 9.F 1.& 100

In$er+re$a$ion1 %rom the above table 9.F8 of res*ondents are belon"in" to the cate"ory of school and *rofessional course. -nd &9.08 of res*ondents are belon"in" to the cate"ory of U#. -nd .3.&8 of res*ondents are belon"in" to the cate"ory of B#. -nd 1.&8 of res*ondents are belon"in" to the cate"ory of M.*hilR*hd. Ta'!e @-5 OCCUPATION OF THE RE,PONDENT, 31

%requency 7-:-6I;+ B;67!N B6!%;77I!N-:7 7UB;6AI7!6 M-N-#;6I-: Total ra+& @-5 &3 1 1 1 10

Bercent 40./ 1.& 1.& 10.0 100

3&

In$er+re$a$ion1 %rom the above table 40./8 of res*ondents are fallin" under the cate"ory of salaried *erson. -nd 1.&8 of res*ondents are fallin" under the cate"ory of *rofessionals and su*ervisor. -nd 108 of res*ondents are belon"in" to the cate"ory of mana"erial. Ta'!e @-6 IN,!M; :;A;: !% T ; 6;7B!N+;NT7 %requency 6s.3$000E6s.13$000 6s.13$001E6s.&3$000 6s.&3$001E6s.13$000 -bove 6s..3$000 Total ra+& @-6 1F 4 . 1 10 Bercent 3..4 &3.4 1&.9 1.& 100

In$er+re$a$ion1

31

%rom the above table 3..48 of res*ondents are fallin" under the income ran"e between 6s.3$ 000E6s.13$ 000. -nd &3.48 are fallin" under the income ran"e between 6s.13$ 001E6s.&3$ 000. -nd 1&.98 of res*ondents are fallin" under the income ran"e between 6s.&3$ 001E6s.13$ 000. -nd 1.&8 of res*ondents are fallin" under the income ran"e between -bove 6s..3$ 000. Ta'!e @-A REA,ON TO CHOO,E THE ,ER/ICE %requency ;%%I,I;NT ,U7T!M;6 7;6AI,; TIM; 7-AIN# T6-N7,-TI!N ,!7T7 T;, N!:!#C M!6; -TM7 Total ra+& @-A 1. 4 1 1 . 10 Bercent .3.& &3.4 9.F 1.& 1&.9 100

In$er+re$a$ion1 %rom the above table .3.&8 of res*ondents are sayin" that the reason to choose UNI!N is they are *rovidin" efficient customer service. -nd &3.48 of res*ondents are sayin" that the reason to choose UNI!N is they are reducin" our waitin" time. -nd 9.F8 of res*ondents are sayin" that

3.

the reason to choose UNI!N is Transaction costs. -nd 1.&8 of res*ondents are sayin" that the reason to choose UNI!N is Technolo"y. -nd 1&.98 of res*ondents are sayin" that the reason to choose 7BI is they are *rovided more -TM facility. Ta'!e @-B TYPE OF ,ER/ICE PREFER THE MO,T %requency -TM 7;6AI,; INT;6N;T B-NDIN# M!BI:; B-NDIN# ,!6; B-NDIN# 7C7T;M Total ra+& @-B 19 1 1 3 10 Bercent /1.1 9.F 9.F 1/.1 100

Fre7"en(* $a'!e for $&e de)o%ra+&i( de$ai!# of $&e HDFC re#+onden$?# In$er+re$a$ion1 33

%rom the above table /1.18 of res*ondents *refer the -TM service. -nd 9.F8 of res*ondents are *referred the internet bankin" and mobile bankin". -nd 1/.18 of res*ondents *refer the core bankin" system. Ta'!e @-C A E OF THE UNION RE,PONDENT, %requency &3 C67E13 C67 -B!A; 33 C67 Total ra+& @-C &9 1 10 Bercent 9/.F 1.1 100

In$er+re$a$ion1 %rom the above table 9/.F8 of res*ondents are fallin" under the a"e "rou* of &3yrsE13yrs. -nd 1.18 of res*ondents are fallin" under the "rou* of above 33yrs.

3/

Ta'!e @-= ENDER OF THE HDFC RE,PONDENT, %requency %;M-:; M-:; Total 1& 14 10 Bercent .0 /0 100

ra+& @-=

In$er+re$a$ion1 %rom the above table .08 of res*ondents are belon"in" to the female cate"ory. -nd /08 of res*ondents are belon"in" to the male cate"ory.

3F

Ta'!e @-89 EDUCATIONAL LE/EL OF HDFC RE,PONDENT, %requency U# B# B6!%;77I!N-:7 M.BhilRBh.+ Total & &1 / 1 10 Bercent /.F F0.0 &0.0 1.1 100

ra+&1

In$er+re$a$ion1 %rom the above table /.F8 of res*ondents are belon"in" to the cate"ory of U#. -nd F08 of res*ondents are belon"in" to the cate"ory of B#. -nd &08 of res*ondents are belon"in" to the

34

cate"ory of *rofessionals. -nd 1.18 of res*ondents are belon"in" to the cate"ory of M.BhilRBh.+. Ta'!e @-88 OCCUPATION OF THE UNION RE,PONDENT, %requency 7-:-6I;+ B;67!N BU7IN;77 M-N B6!%;77I!N-:7 M-N-#;6I-: Total &1 1 1 1 10 Bercent F/.F 10.0 10.0 1.1 100

ra+& @-88

In$er+re$a$ion1 %rom the above table F/.F8 of res*ondents belon" to the cate"ory of salaried *erson. -nd 108 of res*ondents are belon"in" to the cate"ory of businessman and *rofessionals. -nd 1.18 of res*ondents are belon"in" to the cate"ory of mana"erial. 39

Ta'!e @-84 INCOME LE/EL OF THE UNION RE,PONDENT, %requency 6s.3$000E6s.13$000 6s.13$001E6s.&3$000 6s.&3$001E6s.13$000 6s.13$001E6s..3$000 -bove 6s..3$000 Total ra+& @-84 1/ & 9 & 1 10 Bercent 31.1 /.F 10.0 /.F 1.1 100

In$er+re$a$ion1 %rom the above table 31.18 of res*ondents are fallin" under the income level of 6s.3$ 000E 6s.13$ 000. -nd /.F8 of res*ondents are fallin" under the income level of 6s.13$ 001E6s.&3$ 000 and 6s.13$ 001E6s..3$ 000. -nd 108 of res*ondents are fallin" under the income level of 6s.&3$ 001E6s.13$ 000. -nd 1.18 of res*ondents are fallin" under the income level of above 6s..3$ 000. Ta'!e @-8@ /0

REA,ON FOR CHOO,IN ;%%I,I;NT ,U7T!M;6 7;6AI,; ;%%I,I;NT ,!MB:-INT7 -N+:IN# TIM; 7-AIN# T6-N7-,TI!N ,!7T7 T;, N!:!#C 6;:I-B:; Total ra+& @-8@

HDFC ,ER/ICE, %requency 4 4 . & . . 10 Bercent &/.F &/.F 11.1 /.F 11.1 11.1 100

In$er+re$a$ion1 %rom the above table &/.F8 of res*ondents are sayin" that the reason to choose +%, is they

are *rovidin" efficient customer service and efficient com*laint handlin". -nd 11.18 of res*ondents are sayin" that the reason to choose +%,is they are reducin" our waitin" time$ +%, is

technolo"y and reliable. -nd /.F8 of res*ondents are sayin" that the reason to choose Transaction costs.

Ta'!e @-85 /1

TYPE OF ,ER/ICE, PREFER THE MO,T %requency -TM 7;6AI,; INT;6N;T B-NDIN# M!BI:; B-NDIN# ,!6; B-NDIN# 7C7T;M Total 11 9 . . 10 Bercent .1.1 10.0 11.1 11.1 100

ra+& @-85

In$er+re$a$ion1 %rom the above table .1.18 of res*ondents *refer the -TM service. -nd 108 of res*ondents are *referred the internet bankin". -nd 11.18 of res*ondents *refer the core bankin" system and mobile bankin". Cro## Ta'"!a$ion and (&i- ,7"are Te#$1

/&

The followin" table below is cross tabs and chiE square test for the demo"ra*hic details for the 7BI res*ondents. %or the cross tabulation and chiE square the researcher has taken only education and reason to the service. -nd the other one is occu*ation and ty*e of service they *refer the most. Ta'!e @-86 EDUCATIONAL OUALIFICATION OF THE RE,PONDENT, D REA,ON TO CHOO,E THE ,ER/ICE Cro## $a'"!a$ion

6;-7!N T! , !!7; T ; 7;6AI,; ;%%I,I;NT ,U7T!M;6 7;6AI,; 7, !!: U# B# B6!%;77I !N-: ,!U67; M.*hilR*hd Total ./.F8 &/.F8 10.08 1.18 11.18 100.08 /.F8 11.18 11.18 108 TIM; 7-AIN# 1.18 108 11.18 .08 T6-N7,-TI !N ,!7T7 .08 1.18 /.F8 .08 T;, N!:!# C .08 .08 1.18 .08 M!6; -TM7 .08 1.18 108 .08

Total 108 108 ./.F8 108

1.18

.08

.08

.08

.08

1.18

ra+& @-86 /1

In$er+re$a$ion1 %rom the above table /.F8 of res*ondents are fallin" under the education level of school has chosen the efficient customer service in 7BI. -nd

Ta'!e @-86 /.

C&i-,7"are Te#$ -I H*+o$&e#i#1

o' There is no si"nificant relationshi* between the educational qualification of the res*ondents and the reason to choose the service.

a' There is a si"nificant relationshi* between the educational qualification of the res*ondents and the reason to choose the service.

Aalue Bearson ,hiE 7quare 4.F19

df 1/

-sym*. 7i". 9&E sided< .9&.

In$er+re$a$ion1 %rom the above table the calculated chiEsquare statistic in this case is .9&.. 7ince the calculated chiEsquare is above 0.03. The null hy*othesis is re=ected and the alternate hy*othesis is acce*ted. 7o there is a si"nificant relationshi* between the educational qualification of the res*ondents and the reason to choose the service.

Ta'!e @-8A

/3

OCCUPATION OF THE RE,PONDENT, D TYPE OF ,ER/ICE PREFER THE MO,T Cro## $a'"!a$ion TCB; !% 7;6AI,; B6;%;6 T ; M!7T -TM 7;6AI,; 7-:-6I;+ B;67!N B6!%;77I!N-:7 7UB;6AI7!6 M-N-#;6I-: Total 31.18 .08 1.18 /.F8 /1.18 INT;6N;T B-NDIN# 1.18 1.18 .08 1.18 108 M!BI:; B-NDIN# /.F8 .08 .08 .08 /.F8 ,!6; B-NDIN# 7C7T;M &08 .08 .08 .08 &08 Total

41.18 1.18 1.18 108 1008

ra+& @-8A1

//

/F

Ta'!e @-8A C&i-,7"are Te#$ - II H*+o$&e#i#1

o'

There is no si"nificant relationshi* between the occu*ation of the res*ondents and the ty*e of service they *refer the most.

a'

There is no si"nificant relationshi* between the occu*ation of the res*ondents and the ty*e of service they *refer the most. Aalue df 9 -sym*. 7i". 9&E sided< .13.

Bearson ,hiE 7quare In$er+re$a$ion1

11.14/

%rom the above table the calculated chiEsquare statistic in this case is .13.. 7ince the calculated chiEsquare is below 0.03. The null hy*othesis is acce*ted and the alternate hy*othesis is re=ected.

/4

7o there is no si"nificant relationshi* between the occu*ation of the res*ondents and the ty*e of service they *refer the most.

The followin" table below is cross tabs and chiE square test for the demo"ra*hic details for the UNI!N res*ondents. %or the cross tabulation and chiE square the researcher has taken only education and reason to the service. -nd the other one is occu*ation and ty*e of service they *refer the most. Ta'!e @-8B

EDUCATIONAL LE/EL OF UNION RE,PONDENT, D REA,ON FOR CHOO,IN UNION ,ER/ICE, Cro## $a'"!a$ion

6;-7!N %!6 , !!7IN# UNI!N 7;6AI,;7 ;%%I,I;NT ;%%I,I;NT TIM; T6-N7T;, N! :!#C .08 /.F8 /.F8 .08 6;:I -B:; .08 11.18 .08 .08 /.F8 F08 &08 1.13 Total

,U7T!M;6 ,!MB:-INT7 7-AIN# ,TI!N U# B# 7;6AI,; .08 11.18 -N+:IN# .08 &/.F8 .08 .08 .08 108 1.18 .08 ,!7T7 /.F8 .08 .08 .08

B6!%;77I!N-: 108 ,!U67; M.B I:RB + 1.18

/9

T!T-:

&/.F8

&/.F8

11.18

/.F8

11.18

11.18

1008

ra+& @-8B

F0

F1

Ta'!e @-8B C&i-,7"are Te#$ - I H*+o$&e#i#1 o' There is no si"nificant relationshi* between the educational qualification and the reason for choosin" the service. a' There is a si"nificant relationshi* between the educational qualification and the reason for choosin" the service.

F&

Aalue Bearson ,hiE 7quare In$er+re$a$ion1 .0.&/4

df 13

-sym*. 7i". 9&E sided< .000

%rom the above table the calculated chiEsquare statistic in this case is .000. 7ince the calculated chiEsquare is below 0.03. The null hy*othesis is acce*ted and the alternate hy*othesis is re=ected. 7o there is no si"nificant relationshi* between the educational qualification of the res*ondents and the reason for choosin" the service..

Ta'!e @-8C

F1

OCCUPATION OF THE UNION RE,PONDENT, D TYPE OF ,ER/ICE, PREFER THE MO,T Cro## $a'"!a$ion TCB; !% 7;6AI,; B6;%;6 T ; M!7T -TM 7;6AI,; 7-:-6I;+ B;67!N 1/.F8 INT;6N;T B-NDIN# &08 M!BI:; B-NDIN# 11.18 ,!6; B-NDIN# 7C7T;M /.F8 Total

F/.F8

BU7IN;77 M-N B6!%;77I!N-:7

1.18 1.18

1.18 1.18

.08 .08

1.18 1.18

108 108

M-N-#;6I-:

.08

1.18

.08

.08

1.18

Total

.1.18

108

11.18

11.18

1008

ra+& @-8C

F.

Ta'!e @-8C C&i-,7"are Te#$ - II H*+o$&e#i#1

o' There is no si"nificant relationshi* between the occu*ation of the res*ondents and the ty*e of service they *refer the most. a' There is a si"nificant relationshi* between the occu*ation of the res*ondents and the ty*e of service they *refer the most.

F3

Aalue Bearson ,hiE 7quare In$er+re$a$ion1 3.9F.

df 9

-sym*. 7i". 9&E sided< .F.1

%rom the above table the calculated chiEsquare statistic in this case is .F.1. 7ince the calculated chiEsquare is above 0.03. The null hy*othesis is re=ected and the alternate hy*othesis is acce*ted 7o there is a si"nificant relationshi* between the occu*ation of the res*ondents and the ty*e of service they *refer the most.

FINDIN ,

F/

7um !f the res*ondents to choose the UNI!N bank is because the bank is *rovin" more -TM facility to the customers.

-nd many of the res*ondents are sayin" the reason to choose the services of the UNI!N bank is because they are "ood in efficient customer service.

-nd the income level of the res*ondents who are havin" an account in UNI!N bank fallin" under the income level of 6s. 3$000 O 6s.13.000.

The a"e "rou* of &3yrs O 13yrs res*ondents mostly is havin" an account in UNI!N bank.

The both "ender are equally havin" an account in UNI!N bank. -nd many of the res*ondents are not aware of the many services rendered by the I,I, bank. The few are de*osit of cash in -TM$ request for cheque book in -TM$ end of the day balance in mobile$ etc.

7um !f the res*ondents to choose the to the customers.

+%, bank is because the bank is more reliable

-nd many of the res*ondents are sayin" the reason to choose the services of the

+%,

bank is because they are "ood in efficient customer service and efficient com*laint handlin". -nd the income level of the res*ondents who are havin" an account in UNI!N bank fallin" under the income level of 6s. 3$000 E 6s.13.000. The a"e "rou* of &3yrs E 13yrs res*ondents mostly is havin" an account in UNI!N bank. The male "ender is mostly havin" an account in UNI!N bank.

FF

-nd many of the res*ondents are not aware of the many services rendered by the UNI!N bank. The few are de*osit of cash in -TM$ request for cheque book in -TM$ end of the day balance in mobile$ etc.

F4

CONCLU,ION

F9

CONCLU,ION
7ince both the banks are com*etin" equally with each other. But UNI!N bank is little bit below the line in customer com*laints handlin" when com*ared to +%, bank. The +%, bank is little bit below the line in concentratin" on female customers when to UNI!N bank.

40

RECOMMENDATION,

41

RECOMMENDATION,
7ince many of the res*ondents are not aware of there key services. The bank has to take some initiatives. The bank can *ost a list of services that they are rendered to the customers inside the bank Bremises. -nd they can *ost demo of all these services in their bank website. They can concentrate more on the res*ondents are fallin" under the a"e "rou* &3yrs O 13yrs. The UNI!N bank can concentrate on customer com*laints handlin". The UNI!N bank can concentrate on the female "ender. The bank can also send a *ost to there customers by informin" there services and how to *roceed with that and all details they can mention it in the *ost.

4&

LIMITATION,

41

LIMITATION,

1. The study is limited to a *articular branch of UNI!N ? +%, Bank. &. 7ince the time is less the researcher has taken a sam*le of 100 *eo*le and it will not reveal the whole *o*ulation of a country.

4.

BIBLIO RAPHY

43

BIBLIO RAPHY
6esearch Methodolo"y E I,%-I Bublication

7.B.#u*ta 7tatistics Book.

0e'#i$e#1

www.hdfcbank.com www.cicibank.com

4/

ANNEEURE

4F

FUE,TIONNAIRE
Per#ona! de$ai!# 1. Name' &. -"e' a< W &3yrsE 13 yrs b< W 1/ yrs E .3yrs 1. #ender' a< Male W b< %emale W .. ;ducational Iualification' a< Illiterate W b< 7chool W c< U# W d< B# W e< Brofessional ,ourse W f< !thers W 3. !ccu*ation' a< ouse wife W b< 7tudents W c< 7alaried *erson W d< Business man W e< Brofessionals W f< 7u*ervisor W "< Mana"erial W h< *ensioner W /. Income level' a< 6s.3$000 O 6s.13$000 b< 6s.13$001E6s.&3$000 c< 6s.&3$001E 6s.13$000 d< 6s.13$001E6s..3$000 e< -bove 6s. .3$000 F. In which bank do you have an accountS a< UNI!N Bank W b< +%, bank W 4. )hat is the reason to choose the services of the bankS a< ;fficient customer service W b< efficient com*laints handlin" W c< Time savin" W d< transaction costs W e< technolo"y f< !thers XXXXXXXXX *ls s*ecify 9. )hat ty*e of services do you *refer the mostS a< -TM service b< Internet Bankin" c< Mobile Bankin" d< ,ore bankin" system e< !thers XXXXXXXXXXXXX *ls s*ecify c< W ./ O 33 yrs d< W above 33 yrs

44

C"#$o)er #ervi(e 7"e#$ionnaire Blease use 9R< mark to "ive your res*onses for the followin" questions 8Ystron"ly disa"ree$ 4Y disa"ree$ @Y neutral$ 5Y a"ree$ 6Y stron"ly a"ree ,-no 8 4 @ 5 6 ATM ,ervi(e I am facin" *roblems in withdrawin" cash from -TM. I am facin" *roblems like insufficient cash in -TM. -TM services are useful for me to de*osit cash and cheques -TM services are useful for me to request for cheque book -TM services are useful for me to "et the enquiry statement of my account. In$erne$ Bankin% Internet bankin" hel*s me to transfer funds from the bank to the *ersonali>ed transactions Internet bankin" saves me time for the bankin" transactions Internet bankin" hel*s me in bill *ayments Internet bankin" secures the money transactions Internet bankin" hel*s in online tradin" Mo'i!e 'ankin% Mobile bankin" is useful for me to know the end of day account balance. Mobile bankin" is useful for me to know the cheque details Mobile bankin" is useful for me to know the +ebitRcredit above certain limit in my account. Mobile bankin" is useful for me to 7to* inwardRoutward cheques. Mobile bankin" is useful for my bill *ayments Mobile bankin" hel*s me to know about the debitRcredit details Mobile bankin" *rovides me a su**ort for ticketin"$ rechar"in" mobiles etc. Core Bankin% #*#$e) ,ore bankin" system hel*s me to transfer funds from 49 8 4 @ 5 6

8 4 @ 5 6 8 4 @ 5 6 A B

4 @ 5 6

different branches ,ore bankin" system makes me convenient to know about the de*osit details ,ore bankin" system hel*s me to *rotect my *ersonal information ,ore bankin" system hel*s me for the -TM service transactions ,ore bankin" system hel*s me for the internet bankin" transactions

90