INTRODUCTION

Service with a smile:

Today's finicky banking customers will settle for nothing less. The customer
has come to realize somewhat belatedly that he is the king. The customer's
choice of one entity over another as his principal bank is determined by
considerations of service quality rather than any other factor. He wants
competitive loan rates but at the same time also wants his loan or credit card
application processed in double quick time. He insists that he be promptly
informed of changes in deposit rates and service charges and he bristles with
customary rage if his bank is slow to redress any grievance he may have. He
cherishes the convenience of impersonal net banking but during his occasional
visits to the branch he also wants the comfort of personalized human
interactions and facilities that make his banking experience pleasurable. In short
he wants financial house that will more than just clear his cheque and updates
his passbook: he wants a bank that cares and provides great services.
So does ING VYSYA bank meet these heightened expectations? What are the
customers perceptions of service quality of the banks .
A lot of surveys have been done in the past to understand the aspect of customer
satisfaction and to find out the customer friendly banks. My research is
conducted to "To study the banking needs and preferences of the corporate and
factors affecting them".



COMPANY

PROFILE


ING Vysya Bank is a privately owned Indian multinational bank based in
Bangalore, with retail, wholesale, and private banking platforms formed from
the 2002 purchase of an equity stake in Vysya Bank by the Dutch ING GROUP.
This merger marks the first between an Indian bank and a foreign bank. Their
mission is " To set the standard in helping our customers manage their financial
future".
ING is a global financial institution of Dutch origin, currently offering banking,
investment, life insurance and retirement services through its operating
companies ING Bank and NN Group. They draw on our experience and
expertise, our commitment to excellent service and our global scale to meet the
needs of a broad customer base, comprising individuals, families, small
businesses, large corporations, institutions and governments.
The strength of the company is, among other things, based on its relatively high
customer satisfaction levels, solid financial position, multi-channel distribution
strategy and international network. Moreover, ING is a sustainability leader in
its sector.ING Banks more than 63,000 employees offer retail and commercial
banking services to customers in over 40 countries.
VISION AND MISSION OF ING VYSYA BANK
Vision
We aim to become one of the most trusted financial services providers with
end-to-end financial consulting and advisory support and exceed the
expectations of customers.

Mission
We enhance the wealth management and financial planning capability of
individuals and organizational clients in world-class service rendering
environment, delivering superior and sustainable stakeholder value.

To realize our vision, we have adopted the following mission objectives:
Building service rendering environment with more value for money
Enabling customers to avail need based financial planning services
Strengthening relations with clients for enduring benefits
Adopting innovative ideas in rendering financial services
Achieving market leadership for end-to-end financial advisory services


PURPOSE
ING believes all sustainable progress is driven by people with the imagination
and determination to improve their future and the futures of those around them.
They empower people and organisations to realise their own vision for a better
future however modest or grand. Their purpose therefore is: Empowering
people to stay a step ahead in life and in business.
Following this purpose they have defined four simple promises that show their
customers that they mean business.
They make banking clear and easy

They believe banking doesnt have to be difficult or time consuming. Less is
more. Clear products. Plain language. Fair prices. Simple processes. These save
us both time and money.
They are there anytime, anywhere
They promise to make banking possible anytime, anywhere. Those moments
when more expertise is required, they are here to help. Because many big
decisions are also financial decisions.
They empower you to make smart financial decisions

They promise to provide us with the relevant information (at the right time), so
we understand our choices now and in the future, and make the best financial
decisions.
They will keep getting better

Life and business is about moving forward. They will keep looking for new
ways to make things better. New ideas. New solutions. New ways to make
things easier for us, so we can both stay a step ahead.
STRATEGY
ING Banks strategy aims to create a differentiating customer experience,
enabled by simplify and streamlining our organisation, further striving for
operational excellence, enhancing the performance culture within company and
expanding their lending capabilities. The potential for improvement in these
areas varies with their current market positions, which they have divided into
Market Leaders (Netherlands, Belgium and Luxembourg), Challengers
(Germany, Spain, Italy, France, Australia and Austria) and Growth Markets
(Poland, Romania, Turkey and our stakes in Asia).

Their aim is to become the primary bank for more customers through growing
the share of payment accounts in retail banking and with anchor products such
as lending and transaction services in commercial banking. Market Leaders are
our units in the Benelux where they have leading positions in both retail and
commercial banking. They will continue to evolve those businesses towards the
direct first model (for retail), with a focus on costs and efficiency and capital
generation. They will maintain their current market positions and grow in
selected segments, and focus on deepening the customer relationships.
CURRENT OPERATIONS
ING Vysya Bank has competed in the banking/financial services and insurance
markets for over 80 years and currently serves over 2 million Indian consumers.
The bank markets an entire range of financial products and services, organised
under three strategic lines of business: retail, private and wholesale banking
Retail banking
With 547 branches and 10 counters, 28 satellite offices and 470 ATM's
nationwide, ING Vysya's retail operation offers checking accounts, savings
deposits/CD's, retail wealth management services, consumer loans,
agricultural/rural banking and retail life insurance products. The bank has
rapidly expanded its distribution footprint and has created a national brand
presence through several innovative marketing campaigns.

Private banking
ING Vysya's private bank operates on an advisory-driven model. Specialized
market research remains the bank's focus for the introduction of new tailored
products to serve the high-end private banking segment.

Corporate/wholesale banking
The wholesale banking business provides corporate clients in India a range of
commercial, transactional and electronic banking products. The bank offers
client focused products including working capital finance, trade and
transactional services, foreign exchange, term loans and cash management
services.
[15]
The wholesale banking business comprises four business sub-
segments and multiple product offerings. The business segments Corporate and
Investment Banking, Emerging Corporates, Banking and Financial Institutions
and financial markets.

Agriculture and rural banking
Agriculture and Rural Banking deals with all business related to agriculture and
allied activities, Gold Loans, loans to SHGs and lending to government
sponsored schemes. Working Capital and Agriculture Term Loans for Poultry,
Dairy, Cold storage units etc. are also being offered to cater diverse needs of the
farming community. The Bank has accelerated retail agricultural lending at a
few places in North India and Central India especially in Rajasthan,
Uttarakhand, Maharashtra, Gujarat and Madhya Pradesh.

PRODUCTS AND SERVICES
1. Deposit products such as nofrills savings bank account, recurring deposits
fixed deposit with cheque facility, twoway deposits, long term deposit, long
term fixed deposits, current account in foreign currency.
2. Fixed deposits in foreign currency, tax saver term deposits and current
accounts with free remittance facilities.
3. Banks loan products include housing loan, education loan, personal loan, car
loan, trade loan, cash rental loan, working capital financing and term loans
for agriculture and other loan schemes.
4. International banking services, which comprise foreigncurrency loans, finance/
services to exporters and importers ,remittances, FOREX and treasury services,
resident foreign currency deposits, correspondent banking services and various
general banking services.
5. It provides international banking services for customers including corporate,
NRIs, overseas corporate bodies and foreign companiesindividuals.
6. Internet banking with a large number of facilities is available for all its
customers. A special subsection for all individuals between 10 and 18 years
of age, having accounts under Savings Account/Fixed Deposit Accounts are
offered Internet Banking Services under Kids Banking.
7. Bank-on-wheels, a single mobile infrastructure with banking services like
customer enrolment through biometric ATM, issuance of non-personalized
Debit Cards, receipt and payment of cash, printing of Passbook, collection of
cheque, remittance facilities through DD / RTGS / NEFT, collection of loan
applications and credit disbursal etc. made available at the doorstep of
customers.













KNOWING WHAT CUSTOMER NEEDS
In many ways, consumer banking is like other types of consumer activity. But
banking customers expect more than an excellent mix of products: they are
looking for superior customer experiences that fulfill basic expectations while
providing added value. Customer experience is also the most common reason
for opening and closing accounts, more so than fees, rates, locations and
convenience. This idea of trust is what transforms customers from static sources
of revenue into advocates for their banks. In an era where social and digital
media enable consumers to immediately share their experiences, customers who
trust their bank will drive the most referrals and be more willing to consolidate
their banking needs with a single financial services provider. This makes them
the growth engines of any bank.
Each of the eight customer segment shares common behaviours and
expectations when it comes to their banking experience. By focusing on the
type of customer rather than the number of customers, banks can build a
reputation for excellent customer service. Although crafting common strategies
can be more efficient, banks that approach each customer the same way risk
offering individual customers the wrong products, services and advice across
less-effective channels. To optimize investments in customer experience, banks
should deploy segment-based strategies that take advantage of these inherent
similarities but also their differences.
For an online bank, the key to meeting customer needs is good communication.
Customers want to know that they can communicate their concerns with
somebody who will understand the issues. First direct 's people therefore are
central to the customer service function. Customers' experiences will be largely
shaped by the quality of service they receive from the bank's employees.
Market research clearly shows that customers enjoy and are satisfied with the
bank's services. This means that they are more likely to remain with the bank.
Customer retention is important to any business. Marketing and promoting a
bank to new customers can be expensive. It is much more efficient to keep
existing customers than focus resources on searching for new ones. Satisfied
customers are also good adverts for the bank. Market research shows that
customers are happy to recommend first direct to other people. A person who
really likes a service and recommends it to others is called an advocate. One in
three of new customers come to the bank as a direct result of recommendations
from existing customers. Providing good customer service also means that
customers have fewer complaints. Dealing with complaints can be costly. So,
again, by providing good customer service, the bank can reduce the costs of
resolving customer problems.


Internet Banking Capabilities that Customers Demand
Internet banking has come a long way since first-generation solutions were
introduced in the 1990s. Older systems allowed customers to view recent
statements online, conduct transfers between accounts at the same institution,
and pay a limited range of bills. Over time, consumers have come to expect
greater functionality from online banking applications, including full account
histories, check imaging, external transfers and comprehensive bill payment.
Fortunately, there are high-performance Internet banking solutions available
that can cost-effectively meet even the most sophisticated consumers needs
reducing the risk of losing them to the competition. In order to successfully
accomplish the goals of increased customer engagement and enhanced loyalty,
an Internet banking solution must augment traditional account management
features with additional capabilities, such as:
Mobile functionality. With the continuing increase in smartphone
penetration (50 percent of consumers and growing, according to a recent First
Data survey), financial institutions must adapt their online technologies and
strategies to mobile devicesboth phones and tablet computers. This means
providing text alerts, optimizing institution websites for mobile browsers, and
making downloadable mobile apps available. Offering a mobile banking app
provides the necessary functionality and security for todays consumers to
conduct their online activities as safely and conveniently as they have come to
expectand it also facilitates the introduction of advanced tools like mobile
remote deposit capture, mobile wallet capabilities and P2P payments.
Online account opening. Many consumers, especially younger and
more affluent consumers, prefer the convenience of opening new accounts
onlinemaking this functionality critical to a successful online strategy. Online
account opening is not only convenient and efficient for customers; it is also
significantly less costly for institutions to administer than equivalent manual
processes. To be simple and quick, opening an account should take only a few
minutes for new customers and even less for existing oneswith a minimum
number of steps to complete an application. The platform should support
immediate automated approval of an application based on business rules defined
by the institution, and all disclosures and signature forms should be handled
electronically to reduce paper costs and optimize the customer experience.
Enhanced alerts. Todays customers demand timely and relevant
account alerts, and they want them sent through multiple delivery channels for
maximum convenience. An institutions Internet banking solution should be
able to handle one- and two-way messages via text, e-mail, and voice, and
should integrate with core systems for real-time list generation and response
capture. Alerts should go beyond simple account balance notifications and
payment deadlines to include fraud prevention mechanisms like notifications for
address changes, large purchases, foreign transactions and wire transfers.
Personal financial management (PFM). PFM tools allow customers to
view their account activity from multiple financial institutions on one
dashboard, helping them monitor their cash flow, budget their spending, and
accomplish financial goals like paying down debt or saving for retirement. PFM
tools are a value-added benefit for consumers, and financial institutions that
make them available through their online banking platforms have found that
they are an effective way to increase loyalty by positioning the institution as the
trusted source for financial planning and advice. PFM tools also provide
institutions with inexpensive new personalized marketing channels and cross-
selling opportunities












RESEARCH OBJECTIVE

AND

RESEARCH METHODOLOGY


RESEARCH OBJECTIVE
To study the banking needs and preferences of the corporate and factors
affecting them.


INTRODUCTION
Banking is a industry based on trust and customer relations. For
bankers to feel comfortable in their relationships with large corporate,
a precise understanding is needed of who, within that company,
engages the relationship, and how it can be better managed.
Banks often maintain specific divisions for handling the needs
of corporate clients separate from consumer or retail banking
activities for individual accounts.
This project mainly deals with identifying what the large corporate
expect from the banks in terms of services provided. These days the
corporates are mainly dealing in lots of foreign transactions and hence
they are concerned as to what kind of forex services are being
provided by the banks. Hence this project also covers the preferences
of corporates in terms of foreign services. Moreover it also covers the
factors which affect the preferences of the corporate.







LITERATURE REVIEW:
Customer satisfaction is the key to long term success of any
organization (Peppers & Rogers, 2005). Keeping the importance of
customer satisfaction in mind, banks need to maintain stable and close
relationships with their customers. Researchers have found that
customer satisfaction has a measurable impact on purchase intentions
(Carter, 2010), on customer retention (Voss & Voss, 2008) and on a
firms financial performance (Chalmeta, 2006). Customer
expectations can be known through the knowledge of satisfaction
levels of customers (Jham & Khan, 2009). This necessitates the
measurement of customer satisfaction level. Customer satisfaction
cannot be measured unless the factors affecting customer satisfaction
are determined. This necessitates an in-depth study about the factors
affecting customer satisfaction. Research suggests that customer
dissatisfaction is still the major reason of bank customers switch to
other banks (Manrai & Manrai, 2007). This dissatisfaction could be
because of a variety of reasons (access, services, products, prices,
image, personnel skills, treatment credibility, responsiveness, waiting
time, location and technology)
References:
Al-Eisa, S. A., & Alhemoud, A.M. (2009). Using a multiple-attribute
approach for measuring customer satisfaction with retail banking
services .
Anderson, E., & Sullivan, M. (1993). The antecedents and
consequences of customers satisfaction for firms.
Carter, T. (2010). The challenge of managers keeping customers.
Casal, L. V., Flavin, C., & Guinalu, M. (2008). The role of
satisfaction and website usability in developing customer loyalty and
positive word-of-mouth in the e-banking services.
IMPORTANCE AND SCOPE OF STUDY
The study basically deals with the needs of the corporates. What are they
actually looking forward from their banks. Moreover what are the factors that
influence their banking decisions .It also deals with knowing their current
banker and their relationship with their banker. This study helps us identify the
key factors that are responsible for satisfaction level of the corporates. Finally it
also helped us in knowing whether the customers are willing to explore the
services of ING VYSYA bank.

SCOPE
The scope of this research is to identify the needs and preference of the
corporates. This research is based on primary data and secondary data. It aims
to understand the banking behaviour of the corporates. The survey was
restricted to corporates in Delhi only. Moreover companies with turnover of 5cr
or more were considered.






RESEARCH METHODOLOGY

DATA SOURCE

Primary Data:
The primary data was collected by means of a survey. Questionnaires were
prepared and customers of the banks at two branches were approached to fill up
the questionnaires. The questionnaire contains 20 questions which reflect on the
type and quality of services provided by the banks to the customers. The
response of the customer and the is recorded on a grade scale of strongly
disagree, disagree, uncertain, agree and strongly agree for each question. The
filled up information was later analyzed to obtain the required interpretation and
the findings.

Secondary Data:
In order to have a proper understanding of the service quality of bank a depth
study was done from the various sources such as books, a lot of data is also
collected from the official websites of the banks and the articles from various
search engines like Google, yahoo search and answers.com.

RESEARCH DESIGN
The research design is exploratory till identification of service quality
parameters. Later it becomes descriptive when it comes to evaluating customer
perception of service quality of the banks.

Exploratory Research
As the term suggests, exploratory research is often conducted because a
problem has not been clearly defined as yet, or its real scope is as yet unclear. It
allows the researcher to familiarize him/herself with the problem or concept to
be studied, and perhaps generate hypotheses (definition of hypothesis) to be
tested. It is the initial research, before more conclusive research is undertaken.
Exploratory research helps determine the best research design, data collection
and selection of subjects, and sometimes it even concludes that the problem
does not exist.







Descriptive research, also known as statistical research describes data and
characteristics about the population or phenomenon being studied .Descriptive
research answers questions like who, what, when and how. Although the data
description is factual, accurate and descriptive the research cannot describe what
caused a situation. Thus descriptive research cannot be used to create a casual
relationship where one variable affects another. In other words descriptive
research can be said to have a low requirement from internal validity.
The description is used for frequencies, averages and other statistical
calculations. Often the best approach prior to writing descriptive research is to
conduct a survey investigation. Qualitative research often has the aim of
description and researchers may follow -up with examinations of why the
observation exists and what are the implications and findings.


RESEARCH SAMPLE

SAMPLING PLAN:

Since it is not possible to study whole universe, it becomes necessary to take
sample from the universe to know about its characteristics.
Corporates with turnover of 5cr and above.




SAMPLE SIZE:

The survey was conducted in the city of Delhi with 50 corporates as
respondents.


DATA COLLECTION TOOL
Data was collected through a structured questionnaire. Use of nominal ,ordinal
and likert scale was done in framing the questions.

RESEARCH LIMITATIONS

The study is only for corportaes confined to a particular location and a
very small sample of respondents. Hence the findings cannot be treated as
representative of the entire banking industry.
Respondents may give biased answers for the required data. Some of the
respondents did not like to respond.
Respondents tried to escape some statements as they were not willing to
share their companies financial data due to security reasons.
This was one of the most important limitation faced, as it was difficult to
analyse and come at a right conclusion.
In our study we have included 50 customers of bank because of time
limit.






DATA PRESENTATION
AND
ANALYSIS



DATA PRESENTATION
The presentation of data in the form of tables, graphs and charts is an important
part of the process of data analysis and report writing. Although results can be
expressed within the text of a report, data are usually more digestible if they are
presented in the form of a table or graphical display. Graphs and charts can
quickly convey to the reader the essential points or trends in the data. Graphs
and charts are particularly useful when data are being presented to an audience,
because information has to be conveyed in a limited time period.
DATA ANALYSIS
Data analysis is process of evaluating data using analytical and logical
reasoning to examine each component of the data provided. This form of
analysis is just one of the many steps that must be completed when conducting a
research experiment. Data from various sources is gathered, reviewed, and then
analyzed to form some sort of finding or conclusion.
Descriptive Statistics
Descriptive statistics describe the data. They do not draw conclusions about the
data. Descriptive statistics are normally applied to a single variable at a time.
They can tell the researcher the central tendency of the variable, meaning the
average score of a participant on a given study measure. The researcher can
also determine the distribution of scores on a given study measure, or the range
in which scores appear. Finally, descriptive statistics can be used to tell the
researcher the frequency with which certain responses or scores arise on a given
study measure.

Inferential Statistics
Inferential statistics allow the researcher to begin making inferences about the
hypothesis on the basis of the data collected. This means that, while applying
inferential statistics to data, the researcher is coming to conclusions about the
population at large. Inferential statistics seek to generalize beyond the data in
the study to find patterns that ostensibly exist in the target population.


PRESENTATION OF DATA WITH PIE-CHART

QUES: Turnover of the company

turnover of the company
Frequency Percent Valid Percent Cumulative
Percent
Valid
upto 5cr 14 28.0 28.0 28.0
5 to 50cr 18 36.0 36.0 64.0
50 to 150cr 10 20.0 20.0 84.0
above 150cr 8 16.0 16.0 100.0
Total 50 100.0 100.0





INTERPRETATION:
From the pie-chart we can see that:
28% of the corporates have turnover of 5 cr.
36% have turnover between 5cr-50cr.
20% have turnover between 50cr-150cr.
16% have turnover above 150cr.


QUES: Company constituency












INTERPRETATION:
The pie-chart shows that:
38% of the companies are limited companies.
46% of the companies are private limited.
10% of the companies are sole proprietorship.
Frequency Percent Valid Percent Cumulative
Percent
Valid
limited company 19 38.0 38.0 38.0
private limited company 23 46.0 46.0 84.0
partnership 3 6.0 6.0 90.0
sole proprietorship 5 10.0 10.0 100.0
Total 50 100.0 100.0

6% of the companies are in partnership.


QUES: Which business segment does the company deal with?


business segment that company deals in
Frequency Percent Valid Percent Cumulative
Percent
Valid
real estate 14 28.0 28.0 28.0
pharma 13 26.0 26.0 54.0
tours and travel 8 16.0 16.0 70.0
manufacturing 12 24.0 24.0 94.0
others 3 6.0 6.0 100.0
Total 50 100.0 100.0





INTERPRETATION:
The pie-chart shows that :
28% of the companies surveyed deal in real estate.
26% of the companies surveyed deal in pharma.
16% of the companies surveyed deal in tours and travel.
24% of the companies surveyed deal in manufacturing.
6% of the companies surveyed deal in others



QUES: Does the company deal in international business?




is the company dealing in foreifn business
Frequency Percent Valid Percent Cumulative
Percent
Valid
yes 15 30.0 30.0 30.0
no 35 70.0 70.0 100.0
Total 50 100.0 100.0





INTERPRETATION:
The pie-chart shows that:
70% of the companies surveyed deal in international business.
30% of the companies surveyed do not deal in international business.

QUES: What is the preference while choosing a bank?


preference while choosing a bank
Frequency Percent Valid Percent Cumulative
Percent
Valid
interest rate 9 18.0 18.0 18.0
private bank 2 4.0 4.0 22.0
public sector banks 9 18.0 18.0 40.0
services 8 16.0 16.0 56.0
branch location 6 12.0 12.0 68.0
wealth management service 5 10.0 10.0 78.0
cash management service 3 6.0 6.0 84.0
current account/overdraft 4 8.0 8.0 92.0
credit/debit facilities 4 8.0 8.0 100.0
Total 50 100.0 100.0




INTERPRETATION:
The pie-chart shows that:

18% preference was given to interest rate.
18% preference was given to public banks.
4% preference was given to private banks.
16% preference was given to service provided.
12% preference was given to branch location.
10% preference was given to wealth management.
6% preference was given to cash management.
8% preference was given to credit/debit facilities.
8% preference was given to saving account/current account.

The survey showed that the respondents were still reluctant about the
private sector banks. They still trusted the services of public sector
banks more. Moreover interest rates was the governing factor while
preferring any bank. Interest rate on cash credit or overdraft was very
important especially for manufacturing firms.



QUES: Who is your current banker?




current banker of the company
Frequency Percent Valid Percent Cumulative
Percent
Valid
SBI 21 42.0 42.0 42.0
HDFC 14 28.0 28.0 70.0
ICICI 11 22.0 22.0 92.0
YES 2 4.0 4.0 96.0
OTHERS 2 4.0 4.0 100.0
Total 50 100.0 100.0





INTERPRETATION:
The pie-chart shows that:
42% of the respondents preferred SBI as their banker.
28%of the respondents preferred HDFC as their banker.
26%of the respondents' preferred ICICI as their banker.
4% of the respondents preferred YES bank.
4% of the respondents preferred other banks.

This clearly shows SBI ,the largest bank of the country is the most trusted banks
among the respondents'. Next in line is HDFC, the largest private sector bank.
When asked about the reason for their choice the respondents said SBI provides
them with best rates when it comes to cash credit/overdraft facilities. Moreover
they can always rely on its services. HDFC was considered the safest bank to
bank with when it came to online services and also like SBI it had many
branches and ATM.
YES Bank was preferred by few respondents as it gave good interest of 7% on
saving account.



QUES: Is personal contact necessary for maintaining good relations
in banking?
is human contact ne essary for good relation in banking
Frequency Percent Valid Percent Cumulative
Percent
Valid
yes 39 78.0 78.0 78.0
no 11 22.0 22.0 100.0
Total 50 100.0 100.0




INTERPRETATION:
The pie-chart shows that:
78% of the respondents' believed that personal contact was important in
banking.
22% of the respondents believed that personal contact was not important in
banking.

In this era of online banking the respondents still believed that for maintaining
long term relations meeting the clients personally to know their needs and
preference was equally important. Corporate banking like any other banking
focuses on customer retention. This can only happen if the bank meets its clients
once in a while to know their satisfaction level with their bank.
Ques: For how many years you have had account with your current
bank?


how many years you have had acct with the bank
Frequency Percent Valid Percent Cumulative
Percent
Valid
0-5 years 10 20.0 20.0 20.0
5-10years 12 24.0 24.0 44.0
10-15years 17 34.0 34.0 78.0
above 15 years 11 22.0 22.0 100.0
Total 50 100.0 100.0





INTERPRETATION:
The pie-chart shows that:
34% of the respondents had their account for 10-15 years.
24% of the respondents had their account for 5-10 years.
22% of the respondents had their account for above 15 years.
20% of the respondents had their account for 0-5 years.

This question was asked to check the satisfaction level of the respondents. As it
was believed that satisfaction level was somehow dependant on number of years
they had accounts with their current banks. The respondents not only had their
accounts with their current bank but also did some transaction on regular basis.
Most of them responded by saying that they were not only happy with their
current banker like SBI and HDFC but also had good relation with them for
years.


QUES: What do you feel about the quality of service provided by your bank?


what do you feel about the quality of your bank
Frequency Percent Valid Percent Cumulative
Percent
Valid
excellent 14 28.0 28.0 28.0
very good 18 36.0 36.0 64.0
good 13 26.0 26.0 90.0
average 5 10.0 10.0 100.0
Total 50 100.0 100.0









INTERPRETATION:

The pie-chart shows that:
28% of the respondents surveyed felt the quality of service was excellent.
36% of the respondents surveyed felt the quality of service was very good.
26% of the respondents surveyed felt the quality of service was good.
10% of the respondents surveyed felt the quality of service was average.

Surprisingly none of the respondents mentioned that the quality of service was
poor. Infact most of the respondents said the banks catered to their changing
needs very well.They even mentioned that banks kept innovating and came up
with new products now and then.





QUES: Do you trust the security of online banking?



Frequency Percent Valid Percent Cumulative
Percent
Valid
completely 28 56.0 56.0 56.0
dubious 19 38.0 38.0 94.0
not at all 3 6.0 6.0 100.0
Total 50 100.0 100.0











INTERPRETATION:
The pie-chart shows that:
56% of the respondents completely trusted the online banking facility.
38% of the respondents were dubious about the online banking facility.
6% of the respondents did not trust the online banking service.
In this modern era most corporates found it easy to use online banking when it
came to dealing with large transaction. This not only saved their time but it was
also easy. Safety was not an issue for them as they completely believed in the
service of their bank.
However some respondents were still doubtful about the service. They used
online banking service but not frequently.



QUES: What is your overall satisfaction level with your bank?



what is your satisfaction level
Frequency Percent Valid Percent Cumulative
Percent
Valid
highly satisfied 18 36.0 36.0 36.0
satisfied 22 44.0 44.0 80.0
less satisfied 9 18.0 18.0 98.0
not satisfied 1 2.0 2.0 100.0
Total 50 100.0 100.0



INTERPRETATION:

The pie-chart shows that:
36% of the respondents were highly satisfied with their current banker.
44% of the respondents were satisfied with their current banker .
36% of the respondents were less satisfied with their current banker.
36% of the respondents were not satisfied with their current banker .

The respondents mentioned that their banks tried to satisfy them in all possible
ways be it quality of service, security regarding online banking, interest rates,
personal contact. However they said Quality of service was the most important
factor when it came to assessing satisfaction level.


QUES: Have you heard about ING Vysya Bank?


have you heard about ing vysya bank
Frequency Percent Valid Percent Cumulative
Percent
Valid
yes 20 40.0 40.0 40.0
no 30 60.0 60.0 100.0
Total 50 100.0 100.0





INTERPRETATION:
The pie-chart shows that :
40% of the respondents had heard about ING Vysya bank.
60% of the respondents had not heard about ING Vysya bank.
This was may be because ING is more known to people in south as its origin
lies in there. However the bank focuses more on institutional banking rather
than retail banking.


QUES: Would you like to explore the services of ING Vysya Bank?


will you explore the services of ing bank
Frequency Percent Valid Percent Cumulative
Percent
Valid
yes 17 34.0 34.0 34.0
no 33 66.0 66.0 100.0
Total 50 100.0 100.0



INTERPRETATION:

The pie-chart shows that:
34% of the respondents were willing to explore the services of ING bank
sometimes in future.
66%of the respondents were not willing to explore the services of ING bank
sometimes in future.
On asking the reason for not exploring the services of ING the said that they
had good relation with their current banker as they catered to almost all their
needs. Moreover switching over to another bank was an inconvenient task. Also
they did not feel the need to switch to another bank.




HYPOTHESIS TESTING

A statistical hypothesis is an assumption about a population parameter. This
assumption may or may not be true.
Hypothesis testing is used to infer a result of a hypothesis performed on sample
data from a larger population. For example, performing a hypothesis test on
sample data in an attempt to determine the mean of a population is the same as
the mean of the sample.
There are two types of statistical hypotheses.
Null hypothesis. The null hypothesis, denoted by H
0
, is usually the
hypothesis that sample observations result purely from chance.
Alternative hypothesis. The alternative hypothesis, denoted by H
1
or H
a
,
is the hypothesis that sample observations are influenced by some non-
random cause.
SIGNIFICANCE LEVEL

The exact type of statistical test used depends upon many things, including the
field, the type of data and sample size, among other things.
The vast majority of scientific research is ultimately tested by statistical
methods, all giving a degree of confidence in the results.
For most disciplines, the researcher looks for a significance level of 0.05,
signifying that there is only a 5% probability that the observed results and
trends occurred by chance.
For some scientific disciplines, the required level is 0.01, only a 1% probability
that the observed patterns occurred due to chance or error. Whatever the level,
the significance level determines whether the null or alternative is rejected, a
crucial part of hypothesis testing.


ONE TAILED HYPOTHESIS:

A statistical test in which the critical area of a distribution is one-sided so that it
is either greater than or less than a certain value, but not both. If the sample that
is being tested falls into the one-sided critical area, the alternative hypothesis
will be accepted instead of the null hypothesis.

TWO TAILED HYPOTHESIS
A statistical test in which the critical area of a distribution is two sided and tests
whether a sample is either greater than or less than a certain range of values. If
the sample that is being tested falls into either of the critical areas, the
alternative hypothesis will be accepted instead of the null hypothesis.

TESTS USED FOR TESTING HYPOTHESIS

Independent one sample T-test: An independent one-sample t-test is used to
test whether the average of a sample differ significantly from a population
mean, a specified value 0.
Independent two sample T-test: The independent two-sample t-test is used to
test whether population means are significantly different from each other, using
the means from randomly drawn samples.
Z-Test: A statistical test used to determine whether two population means are
different when the variances are known and the sample size is large.
Chi-Square Test: Goodness of fit test based on frequency of occurrence and
used in determining how well the data obtained from an experiment matches the
expected data. Applicable to both qualitative attributes and quantitative
attributes.



HYPOTHESIS 1:

Ho: There is no relation between quality of service provided and satisfaction
level.
H1:There is a significant relation between quality of service provided and
satisfaction level.


Chi-Square Tests
Value df Asymp. Sig. (2-
sided)
Pearson Chi-Square 27.116
a
9 .001
Likelihood Ratio 22.808 9 .007
Linear-by-Linear Association 11.993 1 .001
N of Valid Cases 50

a. 11 cells (68.8%) have expected count less than 5. The minimum
expected count is .10.


Symmetric Measures
Value Approx. Sig.
Nominal by Nominal
Phi .736 .001
Cramer's V .425 .001
N of Valid Cases 50


INTERPRETATION:

Since the p-value (0.001) is less than alpha(0.05) we reject the null hypothesis
and accept the alternative hypothesis.

0.001<alpha(0.05)

Hence it is proved that there is a significant relation between quality of service
and satisfaction level.

HYPOTHESIS 2:
H0: There is no significant relation between satisfaction level and trust with
online banking.
H1: There is a significant relation between satisfaction level and trust with
online banking.


Chi-Square Tests
Value df Asymp. Sig. (2-
sided)
Pearson Chi-Square 13.872
a
6 .031
Likelihood Ratio 11.370 6 .078
Linear-by-Linear Association 3.012 1 .083
N of Valid Cases 50




Symmetric Measures
Value Approx. Sig.
Nominal by Nominal
Phi .527 .031
Cramer's V .372 .031
N of Valid Cases 50



INTERPRETATION:
Since p value < alpha reject the null hypothesis.

0.031<0.05

Hence we can say that there is a significant relation between satisfaction level
and trust with online banking.



HYPOTHESIS 3:

H0: There is no relation between turnover and preference of service.
H1: There is a relation between turnover and preference of service.


ANOVA
preference while choosing a bank
Sum of Squares df Mean Square F Sig.
Between Groups 4.112 3 1.371 .209 .890
Within Groups 302.068 46 6.567

Total 306.180 49



INTERPRETATION:
Since the p-value is greater than alpha we reject the alternative hypothesis and
accept the null hypothesis.

0.890<0.05

Hence we can say that there is no relation between turnover and preference of
service.




HYPOTHESIS 4:
H0: There is no significant relation between personal contact and satisfaction
level.
H1: There is a significant relation between personal contact and satisfaction
level.


Chi-Square Tests
Value df Asymp. Sig. (2-
sided)
Pearson Chi-Square 12.391
a
3 .006
Likelihood Ratio 12.436 3 .006
Linear-by-Linear Association 5.922 1 .015
N of Valid Cases 50



Symmetric Measures
Value Approx. Sig.
Nominal by Nominal
Phi .498 .006
Cramer's V .498 .006
N of Valid Cases 50



INTERPRETATION:
Since the p-value is less than alpha. Hence we reject null hypothesis and accept
alternative hypothesis.
0.006<0.05
Hence it is proved that there is a significant relation between personal contact
and satisfaction level.



CONCLUSION:

Based on the survey conducted and the tests applied to the questionnaire it can
be clearly seen that satisfaction level is what the corporates are seeking for.
Moreover there are many factors which lead to the satisfaction level of the
corporates. Quality of service, personal contact and trust with online banking
are few critical factors. Corporates strongly feel that as their transaction
involves a huge amount of money online banking is easy option provided it
comes with safety measures. However they also feel that along with online
service personal contact is also necessary for maintaining long term relations.
Meeting clients once in a while to know their changing needs and then coming
up with new products is also important.
Moreover the test showed that there is no relation between turnover and
preference level. This is because it's not necessary that companies with small
turnover do not want to avail online banking or cash management facility.
Every company want these facilities these days. The companies want their cash
to be managed efficiently.
The study also showed that corporates still prefer nationalised banks as they feel
they are more secure and reliable. Private banks still have a long way to go in
gaining people's trust.
Lastly the study also showed that people are not aware of ING VYSYA bank.
This might be due to poor marketing strategy or any other region. Moreover
even if people know about ING bank they are not interested in exploring its
services because they are already satisfied with their current banker.



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