Project on Retail Banking

Submitted in partial fulfillment of the requirements

For the award of the degree of

Bachelor of Commerce (B.COM)

To
Guru Gobind Singh Indraprastha University, Delhi

Guide: Submitted by:

Ms. Shilpa Arora PRABHJEET SINGH

Roll No.: 020288815

Institute of Innovation in Technology & Management,

New Delhi – 110058
Batch (2014-2017)
 CONTENTS

S. No. Topic Page No.

1 Certificate (s)
2 Acknowledgement
3 Executive Summary
4 Chapter-1:
1.1 Objectives, Scopes, and Limitations
1.2 Research Methodology
5 Chapter-2:
2.1 Introduction to Banking
2.2 Introduction to Retail Banking
2.3 Introduction to Indusind Bank
2.4 Indusind Retail Services
6 Chapter-3: Interpretation of PIE and BAR chart.

7 Chapter-4: Conclusions and Recommendations

8 References/Bibliography
 CERTIFICATE

I, Prabhjeet Singh, Roll No. 02024488815 certify that the Project Report/Dissertation

(B.COM) entitled “Project on Retail Banking” is done by me and it is an authentic work

carried out by me. The matter embodied in this project work has not been submitted earlier for

the award of any degree or diploma to the best of my knowledge and belief.

(Prabhjeet Singh)

Certified that the Project Report/Dissertation (B.COM) entitled “Project on Retail Banking” done by

Mr.Prabhjeet Singh, Roll No. 02024488815 is completed under my guidance.

(Signature of the Guide)

Mrs Shilpa Arora

Designation: ASSISTANT PROFESSOR

 ACKNOWLEDGEMENT

Project work is never the work of an individual. It is more of combination of ideas, suggestions, and

contribution & work involving many jobs. One of the most important parts of writing a report is

the opportunity of thanks all those who have contributed to it. The list of expression of thanks,

no matter how extensive, is always incomplete & inadequate. This acknowledgment is no exception.

This project has been a great learning opportunity for me due to the immense support and

encouragement provided by my project guide, Mrs. SHILPA ARORA. The project wouldn’t

have served its purpose sufficiently in the absence of her invaluable input. I would also like to

express my gratitude towards Director Sir, Dr. C.P CHAWLA whose inputs were an integral

part towards building the basis of this project.

Last but not the least; I am grateful towards IITM as an institution for providing such a learning

platform for the students pursuing BCOM (H) COURSE.

(PRABHJEET SINGH)
 EXECUTIVE SUMMARY

RetailBanking is an important service provided by a number of financial

institutions that helps in the growth of the corporate sector which ultimatelyreflects into the
overall economic development of the country. Retailbankswere expected to perform several
functions like issue management, underwriting, portfolio management, loan syndication,
consultant, advisor and host of otheractivities. SEBI was also made all powerful to regulate
the activities of Retailbanks in the best interest of investors and economy.

Apart, Retailbanking wasthe necessity of banks themselves which were in need of non-fund
based income soas to improve their profitability margins by all means in the changed
economicscenario. Now, it could be anybody's anxiety to know whether Retailbanks
are performing their duties honestly as they were expected to do. What duties they performs most
and in what capacity. Whether Retailbanking business helped banks themselves to improve their
overall profitability. Does the socio, politicaland economic environment prevailing today
sufficiently warrant, the growth ofRetailbanking or otherwise? An honest attempt is being made
to seek answerof these questions and also to suggest remedial measures wherever possible on
the basis of empirical study done
 Chapter 1

Introduction
Retail banking is, however, quite broad in nature - it refers to the dealing of commercial
banks with individual customers, both on liabilities and assets sides of the balance sheet. Fixed,
current / savings accounts on the liabilities side; and mortgages, loans (e.g., personal, housing,
auto, and educational) on the assets side, are the more important of the products offered by
banks. Related ancillary services include credit cards, or depository services.

The issue of retail banking is extremely important and topical. Across the globe, retail
lending has been a spectacular innovation in the commercial banking sector in recent years.
The growth of retail lending, especially, in emerging economies, is attributable to the rapid
advances in information technology, the evolving macroeconomic environment, financial
market reform, and several micro-level demand and supply side factors.

India too experienced a surge in retail banking. There are various pointers towards this.
Retail loan is estimated to have accounted for nearly one-fifth of all bank credit. Housing sector
is experiencing a boom in its credit. The retail loan market has decisively got transformed from
a sellers’ market to a buyers’ market. All these emphasize the momentum that retail banking is
experiencing in the Indian economy in recent years.

Retail banking refers to provision of banking services to individuals and small business where
the financial institutions are dealing with large number of low value transactions. This is in
contrast to wholesale banking where the customers are large, often multinational companies,
governments and government enterprise, and the financial institution deal in small numbers of
high value transactions.
The concept is not new to banks but is now viewed as an important and attractive market
segment that offers opportunities for growth and profits. Today’s retail banking sector is
characterized by three basic characteristics:
  Multiple products (deposits, credit cards, insurance, investments and securities)
 Multiple channels of distribution (call center, branch, and internet)
 Multiple customer groups (consumer, small business, and corporate).

SCOPE FOR RETAIL BANKING IN INDIA:

 All round increase in economic activity

 Increase in the purchasing power. The rural areas have the large purchasing power at their
disposal and this is an opportunity to market Retail Banking.
 India has 200 million households and 400 million middleclass population more than 90% of
the savings come from the house hold sector. Falling interest rates have resulted in a shift.
“Now People Want To Save Less And Spend More.”
 Nuclear family concept is gaining much importance which may lead to large savings, large
number of banking services to be provided are day-by-day increasing.
 Tax benefits are available for example in case of housing loans the borrower can avail tax
benefits for the loan repayment and the interest charged for the loan.

Drivers of Retail Growth:

CHANGING CONSUMER DEMOGRAPHICS

 Growing disposable incomes

 Youngest population in the world
 Increasing literacy levels
 Higher adaptability to technology
 Growing consumerism
 Fiscal incentives for home loans
 Changing mindsets-willingness to borrow/lend
 Desire to improve lifestyles
 Banks vying for higher market share
Future of Retail Banking:
 The accelerated retail growth has been on a historically low base.
 Penetration continues to be significantly low compared to global bench marks.
 Share of retail credit expected to grow from 22% to 36%.
 Retail credit expected to grow to Rs.575, 000crs by 2010 at an annual growth rate of
25%.
 Dramatic changes expected in the credit portfolio of Banks in the next 5 years.
 Housing will continue to be the biggest growth segment, followed by Auto loans.
 Banks need to expand and diversify by focussing on non urban segment as well as varied
income and demographic groups.
 Rural areas offer tremendous potential too which needs to be exploited.

Challenges:

 Sustaining Customer loyalty.

 NPA reduction & Fraud prevention.

 Avoiding Debt Trap for customers.

 Bringing rural masses into mainstream banking.

Major Players in Retail Banking:

This section covers the key facts about the major players (including Public, Private, and Foreign sector) in
the Indian Banking Industry, including

1)Bank of Baroda, 2)State Bank of India,

3)Canara Bank, 4)Punjab National Bank
5)HDFC Bank, 6)ICICI Bank,

7)Kotak Mahindra Bank, 8)Standard Chartered Bank,

9)Citibank, 10)HSBC Bank,
11)ABN AMRO Bank 12)Indusind Bank
Introduction Indusind Bank India:

Genesis

IndusInd Bank derives its name and inspiration from the Indus Valley civilisation -a culture
described by National Geographic as 'one of the greatest of the ancient world' combining a spirit
of innovation with sound business and trade practices.

Mr. Srichand P. Hinduja, a leading Non-Resident Indian businessman and head of the Hinduja
Group, conceived the vision of IndusInd Bank -the first of the new-generation private banks in
India -and through collective contributions from the NRI community towards India's economic
and social development, brought our Bank into being.

The Bank, formally inaugurated in April 1994 by Dr. Manmohan Singh, Honourable Prime
Minister of India who was then the country’s Finance Minister, started with a capital base of
Rs.1,000 million (USD 32 million at the prevailing exchange rate), of which Rs.600 million was
raised through private placement from Indian Residents while the balance Rs.400 million (USD
13 million) was contributed by Non-Resident Indians.

A New Era:
IndusInd Bank, which commenced its operations in 1994, caters to the needs of both consumer
and corporate customers. It has a robust technology platform supporting multi-channel delivery
capabilities.
The Bank believes in driving its business through technology. It has multi-lateral tie-ups with
other banks providing access to their ATMs for its customers. It enjoys clearing bank status for
both major stock exchanges - BSE and NSE - and three major commodity exchanges in the
country - MCX, NCDEX, and NMCE. It also offers DP facilities for stock and commodity
segments. The Bank has been bestowed with the mandate of being a Settlement Banker for six
tea auction centres.
In a pioneering initiative in 'Green Banking' project, the Bank opened its first solar-power ATM
in Maharashtra.

History of Indusind Bank since 1994 till now:

 The bank was incorporated on January and obtained Certificate of Commencement of

Business in February 1994.
 The bank proposed to set up an investment bank as a subsidiary of the bank for
concentrating on various faces of investment banking.
 All operating outlets have direct access to Nostro Accounts through sophisticated
computerized system SWIFT.
 1200, 00,000 No. of Equity shares issued in 1995.
 The Bank has a state-of-the-art dealing room at Nariman Point,Mumbai.
 9 branches were added to the network and the number of branches doubled to 18 in 1996.

 The Company has successfully launched the 'anywhere banking’ concept and bank's
customers can look at it as 'one Bank' in 1997.
 IndusInd Bank has launched Fast Forex to wipe out delays in sending and receiving funds
to and from foreign centres in 1997.
 IndusInd Bank Ltd has launched its Banking on the Net service on March 24 and launch
its site www.indusind.co.in 1998.
 The Bank has entered into an agreement with National Securities Clearing Corporation
Ltd. of National Stock Exchange (NSE) whereby the Bank will act as official banker to
NSE in 1999.
 IndusInd Bank Limited has launched its exclusive international remittance system-FAST
(Fully Automated Straight Through) Forex.
 The Bank has launched its global credit card, to be issued in association with the Hong
Kong and Shanghai Banking Corporation Ltd.under the MasterCard franchise in 2000.
 IndusInd Bank has launched an e-broking platform, eTrading, Kothari Pioneer Mutual
Fund and IndusInd Bank have joined hands to enter into an alliance in 2000.
  IndusInd Bank Ltd has informed that the Board of Directors have appointed Mr S
Venkitramanan as Additional Director and Non-executive Chairman subject to approval
of Reserve Bank of India. In 2002

 Bank secures ISO 9001:2000 certification for all its branches in the 10th year of its
operations in 2003.
 IndusInd Bank on April 30 launched Indus AIM (anywhere instant money) for inter-bank
real time gross settlement (RTGS) transactions.in 2004.
 Cholamandalam MS enters into a strategic partnership with IndusInd
Bank in 2007.
 IndusInd Bank inaugurates its first Solar-powered ATM in Mumbai in 2009.

Indusind Bank Today :

Highlights Q4 FY 2017

· Net Interest Income up by 42.26%

· Core Fee Income up by 46.91%

· Net NPA lowers to 0.28%

· Return on Assets rises to 1.55%

 Performance Highlights at a glance:

Q4 Q4 YoY 12 12 YoY
FY11 FY10 growth months months growth
(%) FY11 FY10 (%)

Net Profit 171.76 97.96 75.34 577.32 350.31 64.80

(Rs. crore)
Operating Profit 298.03 200.48 48.66 1081.67 703.89 53.67
(Rs. crore)
NII 388.08 272.79 42.26 1376.49 886.41 55.29
(Rs. crore)

Total Non 181.63 132.36 37.22 713.66 553.48 28.94

Interest
Income (Rs.
crore)
Core Fee Income 164.85 112.21 46.91 629.43 432.27 45.61
(Rs.
crore)
EPS (Rs.) (not 3.69 2.39 54.39 13.16 9.01 46.06
annualized)

Composition of Deposit

Term Deposit(54.90%)
CASA(30.80%)
Recurring Deposit(14.30%)
OBJECTIVE:
The main objective of this project is to study the awareness of the satisfaction of customers regarding
the Indusind Retail Banking. During this summer internship program period I have to achieve some
thing, which is helpful for my career, and some value addition to the Banking Company. It gives me
good opportunity to expose and creating good impression of corporate mind.

 To study on the Customer Satisfaction level on retail banking.

 To find out what type of problem customer are facing related to service delivered by
Indusind Bank.

 To understand the operations and modalities of Retail banking.

 To know the technical advancement benefits for customers.

 Chapter 2

RESEAERCH METHODOLOGY

Research Methodology:
The Research and Methodology adopted for the present study has been systematic and was done in
accordance to the objectives set which has been detailed as below.

Research Definition

Research is a process in which the researcher wishes to find out the end result for a given problem and
thus the solution helps in future course of action.

According to Redman & Mory, research is defined as a “Systemized effort to gain new
knowledge”.

Research Design:

According to “Claire Seltiz”, a research design is the arrangement of condition and analysis of data in
manner that aims to combine relevance to the research purpose with economy in procedure.

Nature of Research:

Research is basically of two types.

1. Descriptive research

2. Explorative research
1. Descriptive Research:

My research design is descriptive as descriptive research –

• Describe the characteristics of certain groups/ samples / populations.

• Estimate proportions in specified populations.

• Make specific predictions.

Determining sources of Data:

There are two main sources of data:

1. Primary data

2. Secondary data

Primary Data: are those which are collected afresh and for the first time, and thus happened to be
original in character. Methods of primary collection are as follows:

 Questionnaire
Secondary Data: It consists of information that already exists somewhere and has been collected for
some specific purpose in the study. The secondary data for this study is collected from various sources
like,

 Books.
 Website.
 Newspaper(Economic times)
 Financial Magazine. ( Financial express , business world etc)
Sample Size: Total sample size is 100

Questionnaire Development:
Questionnaire is the most common instrument in collecting primary data. In order to gather primary
data from viewers. The present questionnaire consists closed ended type of questions.

Sampling:

Sampling is that part of statistical practice concerned with the selection of individual observations
intended to yield some knowledge about a population of concern, especially for the purposes of
statistical inference.

In my survey, I have taken convenience sampling. My sampling is probability sampling as probability

sampling that has been selected using simple random selection each unit in the population has a known
chance of being selected.

Moreover, my sampling technique is simple random technique as in simple Random sampling; each unit
of the population has an equal probability of inclusion in the sample. In my survey, each respondent
have equal opportunity to be selected and the data, which I collected, was from customers of INDUSIND
who is engaged in retail banking.
 Chapter 3

Data Analysis and Interpretation

IMPROVEMENT IN CASA RATIO (%)SINCE FY08

30

25

20
24

15 22.5
19.2
10 15.7

0
Yr.08 Yr.09 Yr.10 Yr.11

Performance highlights for the 12-month period ended March 31 is:

 Net Interest Income (NII) was Rs. 1376.49 crore as compared to Rs. 886.41 crore in the
corresponding period of the previous year, up 55.29%.
  Operating Profit was Rs. 1081.67 crore as against Rs. 703.89 crore in the corresponding
period of the previous year, up 53.67%.

 Net Profit was Rs. 577.32 crore as against Rs. 350.31 crore in the corresponding period
of the previous year, recording a jump of 64.80 %.

 The CASA (Current Accounts-Savings Accounts) ratio improved to 27.15% as against

23.67 % in 2009-10.

Peer Comparison
P/E P/BV
Market Cap EV/EBIDTA ROE ROCE D/E
Company (TTM) (TTM)
(Rs. in Cr.) (x) (%) (%) (x)
(x) (x)

ICICI Bank 107,747.98 19.74 1.96 17.68 9.7 0.0 0.00

HDFC Bank 106,626.99 25.39 4.20 19.25 16.7 0.0 0.00

Axis Bank 49,884.47 13.90 2.63 17.96 19.3 0.0 0.00

Kotak Mah. Bank 32,725.15 37.06 4.81 21.58 14.4 0.0 0.00

IndusInd Bank 11,950.45 18.70 3.12 15.27 19.3 0.0 0.00

Yes Bank 10,335.67 13.14 2.72 15.27 21.1 0.0 0.00

Federal Bank 6,559.00 10.91 1.29 14.81 12.0 0.0 0.00

ING Vysya Bank 4,962.64 14.45 1.42 16.09 13.4 0.0 0.00

Karur Vysya Bank 4,018.39 8.97 1.89 13.58 22.1 0.0 0.00

J & K Bank 3,996.93 6.13 1.15 14.79 19.0 0.0 0.00

South Ind.Bank 2,457.97 7.77 1.45 14.19 18.5 0.0 0.00

Stand.Chart.PLC 1,970.40 0.00 0.00 0.00 20.6 0.0 0.00

Karnataka Bank 1,876.55 9.02 0.77 13.94 9.6 0.0 0.00

INDUSIND RETAIL BANKING SERVICES:
1. BRANCHES &ATM

 Within a few years of its foundation, IndusInd Bank started climbing the ladder of
success and became one of the fastest-growing banks in the Indian banking sector.

 By 2006, it had expanded its branch network, from 61 in 2004, to 137.

 Apart from setting up 150 ATM centers of its own, the bank also concluded multilateral
arrangements with other banks, taking the total number of authorized ATM outlets to
15,000.

 All the branches as well as ATMs of IndusInd Bank are connected to its central database,
via a satellite that operates on the latest version of IBM’s AS400-720 hardware & Midas
Kapiti (now Misys)software.

2. Businesses
 IndusInd Bank operates in a diverse range of businesses, which include Corporate
Banking, Retail Banking, Treasury and Foreign Exchange, Investment Banking, Capital
Markets, Non-Resident Indian (NRI) / High Networth Individual (HNI) Banking and
Information Technology (through a subsidiary).

 It also claims the distinction of being the first bank in India that received ISO 9001:2000
certification for its Corporate Office and its entire network of branches.

3. Products & Services

 IndusInd Bank provides multi-channel facilities, which comprise of ATMs, Net Banking,
Mobile Banking, Phone Banking, Multi-city Banking and International Debit Cards.
  It is also credited for being one of the first banks to become a part of RBI’s Real Time
Gross Settlement (RTGS) system.

 Enlisting the help of KPMG, IndusInd Bank has adopted an enterprise-wide risk
management system, including global best practices in the area of Risk Management.

The other products and services offered by the bank include:

PERSONAL BANKING

1. Accounts

IndusInd Bank understands the need for customized banking solutions which help manage
customer finances better by saving their time and money.

A wide range of accounts cater to the varying needs at every stage of customer’s life, and make
banking effortless.

(A) Indus Classic Savings Account

Features & Benefits:

IndusInd Bank presents a Savings Bank account with a host of facilities to make banking more
convenient:

 Debit Card
 Banking at your convenience
 Internet Banking
 Cheque Book
 Statements & Nomination
 No need to carry cash anymore
 (B) Indus Easy Savings Account

Features & Benefits:

Customer gets all banking facilities at Zero minimum balance and Simplified documentation

 Simplified Processes
 ATM Card
 Banking as per your convenience
 Internet Banking
 Cheque Book
 Statements & Nomination

(C) Indus Privilege Savings Account

Features & Benefits:

IndusInd Bank presents a Savings Bank account which offers a host of features and benefits for
customer and their family.

 Free Indus Young Saver Account

 Debit Card
 Internet Banking
 Multicity Cheque Book
 Standing Instructions
 Statements & Nomination
 No Need to Carry Cash Anymore

(D) Indus Young Saver


Features & Benefits
Customer can open the account with a minimum deposit of Rs.11/- only. This account can be
opened as a free add-on account with a regular IndusInd Savings account. This account is an
ideal combination of a Savings Bank Account and Flexi Recurring Deposit.

 Flexi Recurring Deposit

 Standing Instruction
 TDS not applicable

(E) Indus Maxima Savings Account

Features & Benefits:

Bank welcomes customer to explore the world of Maximum benefits, convenience and rewards
with Indus Maxima.

List of Exclusives-

 Maximum Platinum VISA Debit Card

 2 Free Add-on Accounts
 Host of free services & benefits
 Anywhere Banking
 Relationship Banking

DEPOSITS:

Customer has worked hard to earn their money. Now, bank let their money work hard to earn for
them with IndusInd Bank Fixed Deposits.

The BENEFITS of fixing your deposits with IndusInd Bank

a. Flexible range of tenures to suit customer investment plans

b. Choice of various Fixed Deposit schemes
c. Interest payable monthly, quarterly, half yearly, annually or at maturity as per customer
convenience
d. Interest is payable by cheque or by credit to customer Savings / Current account
e. Competitive interest rates
f. Nomination facility available
g. Partial withdrawals permitted
h. Auto Renewal facility
i. Special rates for Senior Citizens
j. Recurring Deposit which encourages savings.

2. Loans

IndusInd Bank offers a range of loan schemes for all the special needs that require finance.

Features:

 Simple Paperwork
 Fast Processing

(A) Home Loan

Features & Benefits

• Attractive Interest Rates

• Easy Documentation
• Fast Processing
• Transparent Dealings
• Door step service

Housing loan is extended for the purpose of

 Purchase of land and construction of a residential property

 Purchase of New Flat / House
 Purchase of old house / flat along with undivided share of land
  Extension/ modification of existing house / flat
 Loan against property (Residential property)
 Balance takeover from banks/HFC

(B)Small Business Loan

For any business to succeed, the availability of funds throughout its life cycle is of paramount
importance. Bank offer a wide range of services to meet all the banking requirements of small
and medium enterprises. The limits are fixed keeping in view the enterprise's need for funds
against the value of the security, margin available and credit worthiness of the borrower's
enterprise.

(c) Car Loan

Features & Benefits:
• Quick & Easy processing: Very simple & Hassle-free documentation.
• Transparency: No hidden charges.
• Flexible repayment option: 12 to 60 month scheme with structuring based on customer need.
• Fast track Loan: processing within 48 hours.
• Attractive interest rates.
• Special scheme & rates for IndusInd bank account hold.

(D)Two - wheeler Loan

Features & Benefits:

• Easy Payment option

• Direct debit from Indusind Savings/ Current Account or Post dated cheques

(E)Construction Equipment Loan

Key Features:

For any business to succeed, the availability of funds throughout its life cycle is of paramount
importance. We offer a wide range of services for funding of commercial vehicles and
construction equipments. The limits are fixed keeping in view the customer’s need for funds
against the value of the security, margin available and credit worthiness of the borrower.

At first, the customer requirements are properly understood and documented. After this the
customer requirements are matched with company capability and services are offered as per the
requirements of the customer within the overall policy framework/procedural guidelines.

(F)Loan against Shares

Indus Demat Cash Scheme

The loan is given for any of the purposes broadly categorized as under Personal Purposes: For
meeting personal expenses like for marriage, housing, education, medical etc. Business
Purposes: For meeting financial requirements for your professional or business purposes other
than operations on stock markets

Features & Benefits:

Loan Amount

Security

 Minimum Rs. 1lacs, Maximum Rs. 20lacs.

• Equity Shares of the Companies on the approved list of the Bank held in demat form.
 Margin

• 40% of the value of shares for approved Stocks only.

Value of Shares

• Current Market Price

Period of Loan

• For 12 months. May be renewed on request, at Bank's discretion

3. Debit Cards

IndusInd Bank brings customer a suite of premium and utility debit cards with best in class features and
benefits which make banking and spending a pleasure. What’s more, customer get rewards and
redemption options like never before!

ATM NETWORK

India:

 Over 600+ ATMs of IndusInd bank in India

 Over 60,000 VISA / PLUS ATMs in India

International:

 Over 1 million VISA / PLUS ATMs across the globe

(A) International Classic VISA Debit Card

 Features & Benefits:

 Easy Access
 “No Need to Carry Cash Anymore”
 Indus Money
 Secure Online Shopping
 Complimentary Card Insurance

Daily Transaction Limits:

The daily limits per card are as follows:

For ATMs: Rs. 25,000*#

For Shopping & Purchases (Online / At RetailEstablishments): Rs. 50,000*
For Visa Credit Card Bill Payment: 49,999 per day

(B)International Gold VISA Debit Card

Features & Benefits:

 Easy Access
 “No Need to Carry Cash Anymore”
 Indus Money
 Offers
 Secure Online Shopping
 Complimentary Card Insurance

Daily Transaction Limits:

The daily limits per card are as follows:

For ATMs: Rs. 50,000*#

For Shopping & Purchases (Online / At RetailEstablishments): Rs. 1,00,000*
For VISA Credit Card Bill Payment : 49,999 per day*

(C)Maximum Platinum VISA Debit Card

Features & Benefits:

 Maximum benefits for Maximum joy

 Maximum Limits
 Happiness has no limits!

For Shopping & Purchases (Online / at RetailEstablishments): Rs.3, 00,000/- per day *
For ATM Cash Withdrawals: Rs.2, 00,000/- per day*
For Visa Credit Card Bill Payment: Rs.49, 999/- per day *

 Maximum Protection
 Complimentary Card Insurance
 Secure Online Shopping
 Maximum Rewards

(D)Indus Money

Features & Benefits:

A unique loyalty program for customers, which rewards customer for all types of spends using
your IndusInd International Debit card customer can use any of bank Direct Banking Channels
viz. ATMs and Internet Banking, or can swipe their card at a Retailoutlet, to avail of the benefits
under this program. And if someone who prefers cash for shopping and miscellaneous payments,
he'll not feel left out either, as bank reward customer for ATM withdrawals as well!*

(E)Secure Online Shopping

Features:
Customer Experience the convenience of shopping and making their e-payments online.
Customer can use IndusInd Bank Debit Card online for all shopping, bill-payments & e-
Payments.

4. Investments

IndusInd Bank offers personalised investment options to help achieve customer financial objectives.
Solutions are tailor-made to suit each individual's requirements. Bank offer a host of financial
instruments that includes Fixed Deposits, Mutual Funds, Bonds and Insurance products

(A) e-Trading

Proposition

IndusInd Bank offers its customers a unique 3-in-1 proposition for e-trading in Indian capital markets.
How it works:

Indusind 3-in-1 platform seamlessly integrates customer Savings, Demate & Trading accounts. As a part
of 3-in-1 offering customer will be provided trading functionality & access to world class
advisory/research by their broking partner(s). Customer savings and trading accounts will be
automatically integrated with customer trading account and enabling customer to trade hassle free.
(B) Bonds

 GOI Savings Bonds

 Capital Gain Bonds

(C) Mutual Funds

In a mutual fund many investors contribute to form a common pool of money. A mutual fund
uses this money that is collected from investors, to buy those assets which are specifically
permitted by its stated investment objective.

Benefit:

 Portfolio Diversification
 Professional Management Skills
 Economies of Scale
 Liquidity, Convenience and Flexibility
 Affordability
 Tax Benefit

(D) Suvarna Mudra

Features & Benefits:

 Attractively priced gold coins (5gm and 10gm) and ingot (50 gm)
 Magnificently designed product, presented in Tamperproof Assay Certified Certicard
 Highest purity – 99.99%
 Available at 165 branches across the country
 Can be purchased by cash (up to Rs. 50,000), debit to account (IndusInd customers) or against Pay
order /Demand Draft. In case of DD/PO, delivery will be affected only after receipt of clear funds.
 Can be purchased by non-customers too.
 Discount available for bulk purchases

(E) Alternate Investment Products

Alternate Investment Products comprise of three main products- structured Products, Private
Equity and Portfolio Management Services.

 Portfolio Management Services

 Structured Products
 Private Equity

5. Insurance
IndusInd Bank offers customized solutions that include Accident, Health, Liability, Marine,
Motor, Property, Travel & Rural Insurance for individuals as well as corporate customers in
association with Cholamandalam MS General Insurance CompanyLtd.

(A) Health Insurance

Features & Benefits

 Pre-Hospitalization
 Hospitalization
 Post-Hospitalization
 Day Care Procedure
 Local Ambulance Service

(B) Motor Insurance

Cholamandalam Motor Insurance policy protects CUS vehicle from losses or damages that can occur due
to:

 Fire, explosion, self-ignition, lightning

 Burglary, house breaking, theft
 Riot & strike
 Earthquake (fire & shock damage)
 Flood, Typhoon, Hurricane Storms, Tempest
 Inundation, Cyclone, Hailstorm, Frost
 Accidental external means
 Malicious act
 Terrorist activity
 Landslide, Rockslide
 Whilst in transit by road, rail, inland waterway, lift, elevator or air

(C) Home Insurance

Features & Benefits:

1. Building
2. Contents
3. Jewelers & Valuables
4. Plate Glass
5. Domestic Appliances
 6. Domestic Electronic Equipment
7. Cancellation of Vacation
8. Baggage
9. Personal Accident

(D)Travel Insurance

Holidays, vacations, visiting friends & family, a quick trip on work the Chola MS Short term Travel policy
will help you travel peacefully & safely.

3 cover options to suit all your travel needs

o Silver Cover – a simple, cost-effective plan

o Gold Cover – a comprehensive, value plan
o Platinum Cover – a high-end plan

(E)Life Insurance

IndusInd Bank offers customized insurance solutions which offer comprehensive product portfolio
meeting all customer life cycle needs of Child planning, Savings, Retirement Planning and Protection in
association with Aviva Life Insurance.

Features & Benefits:

 With a strong sales force of over 30,000 Financial Planning Advisers (FPAs), Aviva has initiated and
pioneered many innovative sales approaches, including the concept of Banc assurance and Financial
Health Check services.
 A seasoned team of fund managers make our fund management are one of the key differentiators
with Aviva. Keeping with Aviva’s commitment of social responsibility, Aviva has been successful in
reaching out to the underprivileged strata through their Micro insurance initiatives.
 Aviva brings , not just a robust product portfolio meeting all lifecycle needs related to – Savings,
Retirement, Investments and Protection but right investment strategies that will help Customer to
plan for a secured future

(B)Credit Card

IndusInd Bank understands that their customers are unique and special. Hence bank has created
different credit cards that complement customer’s lifestyle and offer more than they expect.

Premium Credit Cards

Lifestyle Simplified, Privileges

redefined

o Signature Credit Card

o Platinum Credit Card
o Platinum Select Credit Card
o WorldMiles Credit Card

Co-branded Credit Cards

Parterned to build lasting

relationships

o IndusInd Bank Matrix Credit

Card
o IndusInd Bank Miles & More
Credit Card
o IndusInd Bank Landmark Credit
Card
 Other Credit Cards

o IndusInd Bank Gold Credit Card

o IndusInd Bank Business Credit
Card
o IndusInd Bank Credit Card

Loan on Credit Cards

o Indus Easy EMI

o Indus Easy Loan

Services

o Payment Options
o Payment Information
o Form Centre
o Secure Online Shopping
Data Analysis

TABLE-I

The given below BAR graph shows the response of 100 customer.

SERVICES EXPECTED FROM INDUSIND

QUICK RESPONSE 38

GOOD CUSTOMER RELATION 37

EXTRA FACILITY FOR EXISTING CUSTOMER 25

40
35
QUICK
30 RESPONSE
25
GOOD
20
CUSTOMER
15 RELATION
10 EXTRA FACILITY
FOR EXISTING
5
CUSTOMER
0
SERVICES EXPECTED
INTERPRETATION:

Out of 100 customers, 38 of them said that they expect QUICK RESPONSE from the INDUSIND bank, 37
said they expect GOOD CUSTOMER RELATION and 25 customers said that they expect EXTRA FACILITY
FOR EXISTING CUSTOMER.

TABLE-II

The given below Bar chart shows the “SATISFACTION LEVEL OF CUSTOMER AFTER AVAILING RETAIL
PRODUCT”

SATISFACTION LEVEL

SATISFIED 42

NORMAL 34

DISSATISFIED 24
 45
40
35
30
25
20
15
10
5
0
SATISFIED NORMAL DISSATISFIED

INTERPRETATION:

Out of 100 customers 42 were found SATISFIED after taking loan from INDUSIND, 34 Customer were
NORMALY satisfied and 24 were DISSATISFIED because of interest charged, and behavior of the
employee.

TABLE-III
The given below Bar chart shows the “CUSTOMER WANTS TO TAKE ANOTHER RETAIL PRODUCT FROM
INDUSIND”

CUSTOMER WANTS TO TAKE ANOTHER RETAIL PRODUCT FROM

INDUSIND

YES 68%

NO 32%
 70

60

50

40 YES

30 NO

20

10

0
1 2

Interpretation:

Out of 100 customers, 68 would like to take another Retail Product from Indusind but 32 would not like
to take another product.

TABLE-IV
The given bar graph shows “the influencing factor for taking retail product from indusind”

INFLUENCING FACTOR FOR RETAIL PRODUCT FROM

INDUSIND

ADVERTISEMENT 26

FRIENDS 20

EASY AVAILABILITY 22

TRUST 32
 35
30
25
20
15
10
5
0
INFLUENCING
FACTOR

ADVERTISEMENT FRIENDS
EASY AVAILABILITY
TRUST

Interpretation:

Out of 100 customers, 32 said trust, 26 said advertisement,22 said easy availability and rest 20 said
friends and relatives about the influence factor .