COMPANY PROFILE
Yes Bank, Indias new age private sector Bank is the outcome of
the professional commitment of its founder Mr. Rana Kapoor
supported by his highly competent top management team to establish
a high quality, customer centric, service driven, private Indian
Bank catering to the Future Industries of India.Yes Bank has
adopted international best practices, the highest standards of
service quality and operational excellence, and offers
comprehensive banking and financial solutions to all its valued
customers. A key strength and differentiating feature of Yes Bank
is its knowledge driven approach to banking and an unprecedented
customer experience for its retail and wealth management
clients.
Yes Bank is steadily building corporate and institutional
banking, financial markets, investment banking, corporate finance,
business (Small &Medium Enterprises) and transaction banking,
international banking, retail banking and wealth management
business lines across the country. The Banks constant endeavour is
to provide a delightful banking experience expressed with
simplicity, empathy, and totality.
Yes Bank understands the financial needs of the Government of
India, in its progress and development role of a Growing India
through Yes Banks Knowledge Banking approach and the objective of
being the Bank for an Emerging India. Yes Bank remains committed to
serving this specialized segment. Yes Banks knowledge Bankers
deliver innovative, structured and comprehensive solutions through
a Money Doctor approach focusing on diagnostic and prescriptive
attention to detail. This is facilitated through Yes Banks
Technology leadership delivering proven, easy-to-use solutions for
Government Undertakings and agencies. Yes Bank has provided
financial and advisory services to Ministries of the Union
Government, State Governments, Central and State Public Sector
Undertakings (PSUs) and Agencies.
In a short span of over three and a half years the Government
Relationship Management (GRM) team has developed robust
relationships with over 100 entities. The GRM team is committed to
the core values of client orientation, innovation and superior
service experience that exemplify all Businesses at Yes Bank. GRM
team is providing the Knowledge Advisory, Liquidity Management and
Investment Products, Transaction Banking, trade finances, cash
management services, Treasury services, Forex Remittances, debt
capital markets, investment managements, corporate salary accounts,
Advisory structured transactions, term loans, and cash credit
limits to various government operations like IFFCO, SAIL, Airport
Authority of India, IOCL, NDPL, HPCL, Bridge & Roof co.(India)
ltd and many more.
INTRODUCTION The oldest bank in Indian Banking industry is the
State Bank of India being established as the Bank of Bengal in
Calcutta in June 1806. The first fully Indian owned Bank was the
Allahbad Bank, which was established in 1865. By the 1900s, the
market expanded with the establishment of Banks such as Punjab
National Bank, in 1895 in Lahore and Bank of India, in 1906, in
Mumbai. The Reserve Bank of India formally took on the
responsibility of regulating the Indian banking sector from 1935.
After Indias independence in 1947, the Reserve Bank was
nationalized and given broader powers. In the early 1990s the then
Narsimha Rao government embarked on a policy of liberalization and
gave licenses to a small number of private Banks, which came to be
known as New Generation tech-savvy banks, which included banks such
as Global Trust Bank (the first of such generation banks to be set
up) which later amalgamated with Yes Bank, UTI Bank (Now re named
as Axis Bank), ICICI Bank and HDFC Bank. This move, along with the
rapid growth in the economy of India, kick started the Banking
sector in India, which has seen rapid growth with strong
contribution from all the three sectors of Banks, namely
Government Banks,
Private Banks, and
Foreign Banks
The next stage for the Indian Banking has been set up with the
proposed relaxation in the norms for Foreign Direct Investment
(F.D.I.), where all foreign investors in banks may be given voting
rights which could exceed the present cap of 10%, at present it has
gone up to 49% with some restrictions. The new policy shocks the
banking sector in India completely. Bankers, till this time, were
used to the 4-6-4 method (borrowing at 4%; lend at 6%; go home at
4) of functioning. The new wave ushered in a modern outlook and
tech-savvy methods of working for traditional Banks. All this led
to boom in India. People just not demanded more from their Banks
but also received more.
In March 2006, the Reserve Bank of India allowed Warburg Pincus
to increase its stake in Kotak Mahindra Bank (a private sector
bank) to 10%. This is the first time an investor has been allowed
to hold more than 5% in the private sector Bank since the RBI
announced norms in 2005 that any stake exceeding 5% in the private
sector banks would need to be vetted by them. In (2007), banking in
India is generally fairly mature in terms of supply, product range
and reach-even, though reach in rural India still remains a
challenge for the private sector and foreign Banks. In terms of
quality of assets and capital adequacy, Indian Banks are considered
to have clean, strong and transparent balance sheets relative to
other Banks in comparable economies in its region. The Reserve Bank
of India is an autonomous body, with minimal pressure from the
government. The stated policy of the Bank on the Indian Rupee is to
manage volatility but without any fixed exchange rate and this has
mostly been true. With the growth in the Indian economy expected to
be strong for quite some time especially in its service sector-the
demand for Banking services, especially retail banking, mortgages
and investment services are expected to be strong. One may also
expect M&As, takeovers, and asset sales.
Currently, India has 88 scheduled commercial banks (SCBs)
28 public sector banks (that is with the government of India
holding a stake),
29 private banks (these do not have government stake; they may
be publicly listed and traded on stock exchanges)
And 31 foreign banks.
They have a combined network of over 53,000 branches and 17,000
ATMs.
According to a report by ICRA limited, a rating agency, the
public sector banks hold 75% of total assets of the banking
industry, with the private and foreign banks holding 18.2% and 6.5%
respectively. The annual growth in bank credit to the commercial
sector is at 25.4% as on March 31, 2007 and was lower than 27.2%
against previous year. Till 2010, retail banking is expected to
grow at a CAGR (compounded average growth rate) of 28% to touch a
figure of INR 9,700 billion. This requires expansion and
diversification of retail product portfolio, better penetration and
faster service mechanism.
The report on Retail Banking industry in India covers industry
segments like housing loan, auto loan, personal loan, education
loan, consumer durable loan, credit card and regulatory frame work
for retail Banks is also discussed. The report gives retail banking
industrys current performance and future outlook. Total 22 major
retail Banks in India are covered in terms of their performance,
strategy and outlook. In absolute terms, Indias banking sector
enjoyed reasonable growth through the year to December 31 2007. In
local currency terms, total assets, total loans and total deposits
increased by 23%, 21%, and 26%, respectively. The loan/deposit,
loan/asset ratio fell while the loan/GDP ratio rose.State Bank of
India (SBI)
State Bank of India is the Indias largest Bank. It has largest
branch network all over the country with its special products like
Personal Banking
Deposit Schemes
Personal Finance
Agricultural/Rural Banking
Micro Credit
Regional Rural Bank
NRI Services
International Banking
Trade Finance
Merchant Banking
Correspondent Banking
Corporate Banking
Mid Corporate Group
Project Finance
Small & Medium Enterprises (SMEs)
Government Business
Public Provident Fund
SBI e-Tax
Services
Internet Banking
Mobile Banking
The SBIs powerful corporate banking formation deploys multiple
channels to deliver integrated solutions for all financial
challenges faced by the corporate universe. The Corporate Banking
group and the National Banking group are the primary delivery
channels for corporate banking products. The Corporate Banking
Group consists of dedicated Strategic Business Units that cater
exclusively to specific client groups or specialize in particular
product clusters. Foremost among these specialized groups is the
Corporate Accounts Group (CAG), focusing on the prime corporate and
institutional clients of the countrys biggest business centers. The
others are the Project Finance unit and the Leasing Unit. The
National Banking Group also delivers the entire spectrum of
corporate banking products to other corporate clients, on a
nationwide platform.
Complete Range of Products and Services
The SBI offers an exhaustive range of financial products and
services that answers any business or market circumstance, backed
by an assublack expertise in customizing the product to meet the
most sensitive specificities of each client and each business
context.
Its team of highly skilled and experienced product specialists
can help its customers in forecast structure complex transaction
requirements.
The SBI Edge
Commanding unsurpassed respect and legacy in the Indian
financial expanse, the SBI is committed to provide the financial
solutions that extract maximum value from business and market
situations.While the Bank is strongly positioned to structure
financial packages that anticipate the changing business
environment, its vast network-the worlds largest-ensures delivery
channels of unmatched reach, both in India and abroad.
Working Capital Finance
SBI offers working capital finance to meet the entire range of
short term fund requirements that arise within a corporate day to
day operational cycle. The SBI working capital loans help the
companies in financing inventories, managing internal cash flows,
supporting supply chains, funding production, and marketing
operations, providing cash support to business expansion and
carrying current assets.
SBIs working finance products comprise a spectrum of funded and
non-funded facilities ranging from cash credit to structured loans,
to meet the different demands from all segments of industry, trade
and the services sector. Funded facilities include cash credit,
demand loan and bill discounting. Demand loans are considered also
under the FCNR (B) (Foreign currency from Non Resident) scheme.
Non-funded instruments comprise letters of credit (inland and
overseas) as well as bank guarantees (performance and financial) to
cover advance payments, bid bonds etc.
Project Finance
The SBI has formed a dedicated Project Finance Strategic
Business Unit to assess credit proposals from and extend term loans
for large industrial and infrastructure projects. Apart from this,
project term loans for medium sized projects and similar clients
are delivered through the CAG (Corporate Accounts Group) and NBG
(National Banking group).
In general, project finance covers Greenfield industrial
projects, capacity expansion at existing manufacturing units,
construction ventures or other infrastructure projects. Capital
intensive business expansion and diversification as well as
replacement of equipment may be financed through the project term
loans.
Project finance is quite often channeled through special purpose
vehicles and arranged against the future cash streams to emerge
from the project. The loans are approved on the basis of strong in
house appraisal of the cost and viability of the ventures as well
as the credit standing of promoters.
Deferred Payment Guarantee (DPG)SBI can extend deferred payment
guarantees to industrial projects for obtaining imported equipment.
The DPG is a standby credit guaranteeing deferred payments, usually
for payments for capital goods, turnkey contracts etc.Corporate
Term LoanThe SBI corporate term loans can support company in
funding ongoing business expansion, repaying high cost debt,
technology up gradation, R&D expenditure, leveraging specific
cash streams that accrue into the company, implementing early
retirement schemes and supplementing working capital. Corporate
term loans can be structured under the FCNR (B) scheme as well,
with the option of switching the currency denomination at the end
of the interest periods. This will help you take advantage of
global interest rate trends vis--vis domestic rates to minimize
your debt cost. The Banks corporate term loans are generally
available for tenures from three to five years, synchronized with
your specific needs. SBI corporate term loans can have a bullet or
periodic repayment schedule as required by the client. The
repayment mode may be linked to the cash accruals of the company.
The Banks expert credit crew gauges the applicants particular fund
requirements and evaluates the companys credit worthiness,
factoring in the cash flows generated by it.Structured FinanceSBI
structured finance involves assembling unique credit configurations
to meet the complex fund requirements of large industrial and
infrastructure projects. Structured finance can be a combination of
funded and non-funded facilities as well as other credit
enhancement tools, lease contracts for instance, to fit the multi
layer financial requirements of large and long-gestation
projects.
Being Indias largest bank and with the rich experience that it
brings with it, SBI commands formidable expertise in engineering
financial packages that address complex requirements with minimum
risk.
Dealer Financing SBI extends financial support to the corporate
distribution network, by providing both working capital finance and
term loans to select dealers of identified companies. This gives
dealers to leverage their business relationship with major
corporate to avail low cost credit. Also, this type of financial
solutions allows the corporate negotiate a better price with
dealers. Dealer financing may be extended in the bill discounting
form or simply as cash credit.
Channel Financing
Channel financing is an innovative finance mechanism by which
the bank meets the various fund necessities along customer supply
chain at the suppliers end itself, thus helping them sustain a
seamless business flow along the arteries of the enterprise.
Channel finance ensures the immediate realization of sales proceeds
for the SBI clients supplier, making it practically a cash sale. On
the other hand, the corporate gets credit for a duration equaling
the tenure of the loan, enabling smoother liquidity management. SBI
has the worlds largest banking network of over 9,000 branches and
this enables it to deliver the financial solution at suppliers
doorstep, across the span of the country.
Equipment Leasing
The SBIs has deployed a dedicated strategic business unit for
lease financing that is richly experienced in arranging lease
contracts for procuring expensive equipment for clients project or
plant. At SBI, lease agreements as stand alone contracts or as part
of a structured package are arranged.
Loan Syndication
The SBI leverages its vast network of relationships to arrange
syndicated credit products for corporate clients and industrial
projects. With its rich experience and strong reputation, SBIs
syndication desk can assemble large loan packages involving a ring
of reputed financial entities, domestic and international, that
match the large credit requirements of infrastructure projects.
Industrial Credit& Investment Corporation of India ICICI
Bank
ICICI Bank is Indias second largest bank with total assets of
Rs.3, 997.95 Billion (US$100 billion) at March 31, 2008 and profit
after tax of Rs.41.58 billion for the year ended March 31, 2008.
ICICI Bank is second amongst all the companies listed on the Indian
stock exchanges in terms of free float market capitalization. The
Bank has a network of about 1308 branches and 3950 ATMs in India
and presence in 18 countries. ICICI Bank offers a wide range of
banking products and financial services to corporate and retail
customers through a variety of delivery channels and through its
specialized subsidiaries and affiliates in the areas of Investment
banking, life and non life insurance, venture capital and asset
management. The Bank currently has subsidiaries in the United
Kingdom, Russia, and Canada, branches in United States, Singapore,
Bahrain, Hong Kong, Sri Lanka, Qatar and Dubai International
finance centre and representative offices in United Arab Emirates,
China, South Africa, Bangladesh, Thailand, Malaysia and Indonesia.
UK subsidiary has established branches in Belgium and Germany.
ICICI Banks equity shares are listed in India on Bombay Stock
Exchange and the National Stock Exchange of India Limited and its
American Depositary Receipts (ADRs) are listed on the New York
Stock Exchange (NYSE).
ICICI Bank was originally promoted in 1994 by ICICI Limited, an
Indian financial institution, and was its wholly-owned subsidiary.
ICICIs shareholding in ICICI Bank was reduced to 46% through a
public offering of shares in India in fiscal 1998, an equity
offering in the form of ADRs listed on the NYSE in fiscal 2000,
ICICI Banks acquisition of Bank of Madura Limited in all stock
amalgamation in fiscal 2001, and secondary market sales by ICICI to
institutional investor in fiscal 2001 and fiscal 2002. ICICI was
formed to in 1955 at the initiative of the World Bank, the
Government of India and representatives of Indian Industry. The
principal objective was to create a development financial
institution for providing medium term and long term project
financing to Indian
businesses.
In the 1990s, ICICI transformed its business from a development
financial institution offering only project finance to a
diversified financial services group offering a wide range of
products and services, both directly and through a number of
subsidiaries and affiliates like ICICI Bank in 1999, ICICI become
the first Indian company and the first bank or financial
institution from non-Japan Asia to be listed on the NYSE.
After consideration of various corporate structuring
alternatives in the context of the emerging competitive scenario in
the Indian Banking industry, and the move towards universal
banking, the managements of ICICI and ICICI Bank formed the view
that the merger of ICICI with ICICI Bank would be the optimal legal
structure for the ICICI groups universal banking strategy. The
merger would enhance value for ICICI shareholders through the
merged entitys access to low cost deposits, greater opportunities
for earning fee based income and the ability to participate in the
payment system and provide transaction banking services. The merger
would enhance value for ICICI Bank shareholders through a large
capital base and scale of operations, seamless access to ICICIs
strong corporate relationships built up over five decades, entry
into new business segments, higher market share in various business
segments, particularly fee-based services, and access to the vast
talent pool of ICICI and its subsidiaries. In October 2001, the
boards of directors of ICICI and ICICI bank approved the merger of
ICICI and two of its wholly-owned retail finance subsidiaries,
ICICI personal financial services limited and ICICI capital
services limited with ICICI bank. The merger was approved by
shareholders of ICICI and ICICI bank in January 2002, by the high
court of Gujarat at Ahmedabad in March 2002, and by the high court
of judicature at Mumbai and the Reserve Bank of India in April
2002. Consequent to the merger, the ICICI groups financing and
banking operations, both wholesale and retail, have been integrated
in a single entity.
Business Strategy
Knowledge Banking: - One of the strengths and differentiating
features of Yes Bank is its knowledge banking approach that is the
essence of all offerings to its customers. Knowledge has been
institutionalized as a key ingredient in all internal and external
processes and utilized to create customized solutions for the
clients specific requirements.
Technology and Operations: - As a new generation Bank, Yes Bank
has the advantage of accessing the latest available technology. The
Bank has taken a calibrated decision to invest in the best IT
system and practices in order to make its technology platform a
strategic business tool for building a competitive advantage.
Responsible Banking: -Yes Bank has a vision to champion
Responsible Banking in India, where the concepts of Corporate
Social Responsibility (CSR) and sustainability are integrated in
its Business focus.
Business Lines: -Yes Bank has four distinct business segments to
effectively service the differentiated needs of its targeted
customers.
Corporate and Institutional Banking (C&IB): -To cater to the
needs of large corporate & institutional clients, MNCs,
government companies and PSUs. Bank targets C&IB customers
through its multifunctional branches in the key metropolitican
cities.
Emerging Corporate Banking (ECB): -It is dedicated to partner
with growth-focused, fast-paced enterprises, which are emerging as
a leader in their respective business areas.
Business Banking: -To cater to the needs of the small and medium
enterprises (SME), Yes Bank has set up a dedicated business unit to
focus on delivering superior banking solutions specially designed
to meet the varying and dynamic needs of its SME clients.
Retail Banking and Wealth Management: -The Bank intends to
develop Retail Banking into a key value driver. Yes Bank offers its
customers choice & convenience, reflected in its branch layout
& design, product feature /design, options of distribution
channels and superior technology enabled service quality. Yes Bank
predominantly offers value added retail liability and third party
wealth management products as well as retail asset offerings
through its sales and service network linked to its branches.
Private Banking: - Yes Bank is focusing on personalized
relationship banking for its top end High Net worth customers,
supported by structured financial solutions tailor-made to suit the
needs of such customers.
Product lines: - Yes Bank offers a wide range of fee-based
products to corporate and business banking customers to ensure a
high degree of cross-sell to clients.
Financial Markets: -Yes Bank financial markets was ranked second
in the Best for currency strategy and best for technical analysis
categories at the Asia Money 2005 foreign exchange poll for
India.
Transaction Banking: -Yes Bank Transaction banking group has
adopted a consultative approach and focus on knowledge and
relationship banking to enable customers to address strategic
financial and operating needs in the domain of:
Working capital and liquidity management
Asset management
Treasury integration
Exposure and risk management
Yes Bank proposes to apply industry knowledge and superior
technology for offering innovative structured solutions integral to
a companys financial supply chain.
Yes International Banking: - It offers a complete suite of
international banking products and services, driven by state-of-the
art technology, which includes Debt, Trade finance, corporate
finance, Investment banking and business advisory services,
treasury and global Indian banking. The Bank also plans to leverage
its international presence, for its capital raising activities.
These services will initially be through partnerships with
international banks and financial institutions followed by the
establishments of branches and representative offices, as per
regulatory approvals.
Key Members of Yes Bank Management Team
NAMEDESIGNATION
Mr. Rana KapoorManaging Director & CEO
Mr. Sunil GulatiGroup President - C&IB, Transaction
Banking
Mr. Deepak GaddhyanGroup President GRM Team.
Mr. Sumit GuptaCountry Head Emerging Corporate Banking
Mr. Alok GuptaCountry Head life sciences & technology
Mr. Rajnish Datta Country Head Small business banking group
Mr. Subir Bisht Chief Risk Officer
Mr. Sanjay AggarwalCountry Head Credit Risk, Business
Banking
Mr. Varun TuliPresident Business Banking
Key Highlights & Milestones of Yes Bank.
Nov 2003Incorporation of YES BANK Limited
May 2004RBI License to commence banking business
Dec 2006Ranked No.3 in the Business World Survey of Indias Best
listed Banks
Mar 2007Ranked No.2 among New Private Sector Banks in the
Financial Express survey
Dec 2007Won Best CSR practice award 2007
Dec 2007Won IT people award 2007
Jan 200860 operational branches across India
Mar 2008Ranked No.3 among New Private Sector Banks in the
Financial Express-E&Y survey & overall #1 on credit quality
& #2 on Growth
Apr 200867 operational branches across India
Review of Literature
Faik Koray and Eric T. Hillebrand had studied about the Interest
Rate Volatility and YES Bank Policies . they studied that The U.S.
economy has experienced substantial fluctuations in real and
nominal interest rates since the 1970s. This paper investigates
empirically the relationship between home mortgage loans and
volatility in mortgage rates for the period 1971:02 through
2003:03. Contrary to common wisdom, we find a positive relationship
between mortgage rate volatility and home mortgage loans. Further
investigation indicates that this is due to volatility in the bond
market. In times of high interest volatility, households disinvest
in government securities and invest in real assets, which yield a
positive relationship between mortgage rate volatility and home
mortgage loans. In nov 2000 Michelle J. White and Emily Y. Lin had
studied about the Bankruptcy and the Market for Mortgage and Home
Improvement Loans. They studied that This paper investigates the
relationship between bankruptcy exemptions and the availability of
credit for mortgage and home improvement loans. We develop a
combined model of debtors' decisions to file for bankruptcy and to
default on their mortgages and show that the theory predicts
positive relationships between both the homestead and personal
property exemption levels and the probability of borrowers being
denied mortgage (secured) and home improvement loans. We test these
predictions empirically and find strong and statistically
significant support when evidence from cross-state variation in
bankruptcy exemption levels is used. Applicants for mortgages are 2
percentage points more likely to be turned down for mortgages and 5
percentage points more likely to be turned down for home
improvement loans if they live in states with unlimited rather than
low homestead exemptions. These relationships also hold when we
introduce state fixed effects into the model. OBJECTIVE OF THE
STUDY To have an insight into the attitudes and behaviors of
customers.
To find out the differences among perceived service and expected
service.
To produce an executive service report to upgrade service
characteristics.
To understand consumers preferences.
To access the degree of satisfaction of the consumers
SCOPE OF THE STUDY
This study is limited to the consumers with in New Delhi city.
The study will be able to reveal the preferences, needs,
satisfaction of the customers regarding the banking services, It
also help banks to know whether the existing products or services
these are offering are really satisfying the customers needs.
REASERCH METHODOLOGY
A descriptive study tries to discover answers to the questions
who, what, when, where, and, sometimes, how. The researcher
attempts to describe or define a subject, often by creating a
profile of a group of problems, people, or events.
Such studies may involve the collection of data and the creation
of a distribution of the number of times the researcher observes a
single event or characteristic (the research variable), or they may
involve relating the interaction of two or more variables.
Organizations that maintain databases of their employees,
customers, and suppliers already have significant data to conduct
descriptive studies using internal information. Yet many firms that
have such data files do not mine them regularly for the
decision-making insight they might provide.This descriptive study
is popular in business research because of its versatility across
disciplines. In for-profit, not-for-profit and government
organizations, descriptive investigations have a broad appeal to
the administrator and policy analyst for planning, monitoring, and
evaluating. In this context, how questions address issues such as
quantity, cost, efficiency, effectiveness, and adequacy.
Descriptive studies may or may not have the potential for
drawing powerful inferences. A descriptive study, however, does not
explain why an event has occurred or why the variables interact the
way they do.
SAMPLE SIZE
Sample size denotes the number of elements selected for the
study. For the present study, 100 respondents were selected at
random. All the 100 respondents were the customers of different
branches of Yes Bank.METHOD OF DATA COLLECTIONTo know the response,
the researcher used questionnaire method. It has been designed as a
primary research instrument. Questionnaires were distributed to
respondents and they were asked to answer the questions given in
the questionnaire.
The questionnaires were used as an instrumentation technique,
because it is an important method of data collection. The success
of the questionnaire method in collecting the information depends
largely on proper drafting. So in the present study questions were
arranged and interconnected logically. The structured questionnaire
will reduce both interviewers and interpreters bias.
Further, coding and analysis was done for each questions
response to reach into findings, suggestions and finally to the
conclusion about the topic.
TYPES OF DATA
Every decision poses unique needs for information, and relevant
strategies can be developed based on the information gathered
through research. Research is the systematic objective and
exhaustive search for and study of facts relevant to the
problem
Research design means the framework of study that leads to the
collection and analysis of data. It is a conceptual structure with
in which research is conducted. It facilitates smooth sailing of
various research operations to make the research as effective as
possible.PRIMARY DATA
Primary data are those collected by the investigator himself for
the first time and thus they are original in character, they are
collected for a particular purpose.
A well-structured questionnaire was personally administrated to
the selected sample to collect the primary data.LIMITATIONS OF THE
STUDYAlthough the study was carried out with extreme enthusiasm and
careful planning there are several limitations, which handicapped
the research viz,
1. Time Constraints:
The time stipulated for the project to be completed is less and
thus there are chances that some information might have been left
out, however due care is taken to include all the relevant
information needed.
2. Sample size:
Due to time constraints the sample size was relatively small and
would definitely have been more representative if I had collected
information from more respondents.
3. Accuracy:
It is difficult to know if all the respondents gave accurate
information; some respondents tend to give misleading
information.4. It was difficult to find respondents as they were
busy in their schedule, and collection of data was very difficult.
Therefore, the study had to be carried out based on the
availability of respondentsTABLE:- 1PERCENTAGE OF PEOPLE HAVING
BANK ACCOUNT Bank AccountPercentage
Yes93%
No7%
Total100%
GRAPH
Graphical representation of the people having bank account
Analysis: - From the above table and graph it can be seen that
only 7% of the people having no bank account while the other 93%
have theirs in different banks. This data is presented in both the
table and graphical presentation.
Interpretation: So we can conclude most of the people have
accounts in various banks for having different reasons like , to
have safety of money, to transact easily with others etc.
TABLE-2
Transaction of different banks in the market
e safety of money,to transact easily with others etc.s banks for
having different reasons likeother 93%
Banks percentage
SBI 22%
Yes Bank 24%
PNB 20%
AXIS 11%
ICICI 13%
Other 10%
Graph
Analysis: - From the former table and graphs we can see people
have accounts like in SBI 22% , in Yesbank 24%,in PNB20%, in AXIS
11%,inICICI 13% and in other banks there are only 10% accounts
among all the respondents.
Interpretation: It is concluded here that yes bank have its
popularity of having alarge no. of accounts in the studied area for
its best service in all sectors.
TABLE : 3
SHARE OF DIFFERENT TYPES OF ACCOUNTS
SL. No.NATURE OF ACCOUNTS
NUMBER OF RESPONDENTSPERCENTAGE OF RESPONDENTS
1.Saving A/Cs7878%
2.Current A/Cs99%
3.Fixed Deposits44%
4. Loans33%
5.Others66%
Total100100%
Analysis: Above table shows that 78% respondents have Saving
A/Cs, and 9% have Current A/Cs and rest of the respondents have 13%
share of other A/Cs in total (which includes fixed deposits, loans,
and other products)
Interpretation: This means most of the respondents are having
Saving A/Cs which means the bank deposits are enriching as Saving
A/Cs share is most.
TABLE- 5 THE CUSTOMERS SATISFACTION WITH INTEREST RATE OF Yes
BankSatisfiedPercentage
Yes82
No18
Total100
Classification Based on level of customer satisfaction with the
interest provided by Yes bank
Analysis: - The customers are satisfied largely on the interest
rate of Yes Bank compare to any other banks i.e. 82% which is
elaborated in the above table and graphs.
Interpretation: so we can concluded that the customers are
satisfied with the interest rate of Yes Bank.
TABLE- 6
HOW THE CUSTOMERS SATISFIED WITH INTEREST RATES OF BANKS
SL NO.NAME OF BANKSNO. OF RESPONDENTSPERCENTAGE OF
RESPONDENTS
1SBI2626%
2PNB1515%
3Yes bank3636%
4ICICI99%
5OTHERS1414%
TOTAL100100%
GRAPH
Classification Based on level of customer satisfaction with the
interest rate of banks.
Analysis: The above table shows that 36% of the respondents
prefer Yes Bank firstly. Thereafter they prefer other banks like
SBI,PNB etc. Likewise SBI-26%, PNB-15%, ICICI-9% and other banks
14%.
Interpretation: From these all it can be concluded that a major
part of the customers are satisfied with the interest rate of Yes
Bank . TABLE:7CONSUMERS WILLINGNESS TO SHIFT THEIR A/C s TO OTHER
BANKS
SL. No.RESPONSES
NUMBER OF RESPONDENTSPERCENTAGE OF RESPONDENTS
1.Shift88%
2.Doesnt shift9292%
TOTAL100100 %
Analysis: From this table it can be noted that the majority of
consumers (92%) doesnt like to shift their A/Cs to other banks.
Interpretation: The reason can be increasing customer
satisfaction and quality services offered by the bank.
TABLE: 8
SATISFACTION OF RESPONDENTS WITH SERVICES OFFERED BY Yes Bank
BRANCH
SL. No.RESPONSE
NUMBER OF RESPONDENTSPERCENTAGE OF RESPONDENTS
1.Satisfied8989%
2.Not satisfied1111%
TOTAL100100 %
Analysis: From the above table it could be inferred that 89% of
the consumers are satisfied with the service and quality of
products of their bank. Only 11% of consumers are not
satisfied.
Interpretation: Most of the respondents are satisfied with the
service offered by Yes Bank. Presently the bank offers varieties of
services and the customers are getting a good rate of return from
their deposits. Customers are getting good service from the
bank.
TABLE:9RATINGS OF THE SERVICES OFFERED BY THE RESPONDENTS LIFE
INSURANCE COMPANY
SL. No.RATINGSNUMBER OF RESPONDENTSPERCENTAGE OF RESPONDENTS
1.EXCELLENT055%
2.VERY GOOD099%
3.GOOD7676%
4.AVERAGE066%
5.POOR044%
TOTAL100100 %
Analysis: From this table it could be inferred that 76% of the
consumers have rated service offered as good, 9% of them have rated
them as very good, and 05% of them have rated as excellent and
average while only 4% have rated aspoor .Interpretation: Service
offered by the bank is improving day by day. Returns consumers are
getting are also attractive. Majority of the customers rates good,
very good and excellent because of the customer service offered by
the bank. TABLE- 10
Which product of Yes bank is beneficiary to Customer?
ProductPercentage
Saving A/c (SA)47%
Current A/C (CA)23%
Fixed Deposit (FD)17%
Loan A/C (LA)05%
Insurance (INS)08%
Total100%
GRAPH
Classification Based on level of various types of account
provided by banks.
Analysis: - It is seen that more customer have savings account
like 47% in Yes bank. Likewise there are 23% current account , 17%
fixed deposit ,5% loan and only 8% insurance.
Interpretation: So it is clear that there are more savings
account in Yes bank as compare to other accounts and
services.Findings1..Most of the respondents are having Saving A/Cs
.
2. Most of the respondents are satisfied with the service
offered by Yes bank.3. Majority of the customers rates good, very
good and excellent because of the customer service offered by the
bank .
4. people are now looking forward for better customer service in
addition to the brand name in which they are investing and the
returns they are getting.
5. The reason can be increasing customer satisfaction and
quality services offered by the bank.
RECOMMENDATIONSWith regard to banking products and services,
consumers respond at different rates, depending on the consumers
characteristics. Hence I Yes bank should try to bring their new
product and services to the attention of potential early
adopters.
Due to the intense competition in the financial market, Yes Bank
should adopt better strategies to attract more customers.
Return on investment company reputation and premium outflow are
most preferred attributes that are expected by the respondents.
Hence greater focus should be given to these attributes.
Yes Bank should adopt effective promotional strategies to
increase the awareness level among the consumers.
Yes Bank should ask for their consumer feedback to know whether
the consumers are really satisfied or dissatisfied with the service
and product of the bank. If they are dissatisfied, then the reasons
for dissatisfaction should be found out and should be corrected in
future.
The Yes Bank brand name has earned a lot of goodwill and enjoys
high brand equity. As there is intense competition, Yes Bank should
work hard to maintain its position and offer better service and
products to consumers.
The bank should try to increase the Brand image through
performance and service then, only the customers will be
satisfied.
Majority of the people find banking important in their life, so
Yes Bank should employ the strategies to convert the want in to
need which will enrich their business.
CONCLUSIONS
The project entitled CUSTOMER SATISFACTION ON YES BANK has
helped me in studying satisfaction about services and products
offered to consumers.
Since the opening up of the banking sector, private banks are in
the fray each one trying to cover more market share than the
other.
Yet, Yes Bank is far behind SBI, PNB. Yes bank must also be
alert what with Private Banks (ICICI, HDFC) breathing down its
neck.
I am sure the bank will find my findings relevant and I
sincerely hope it uses my suggestions enlisted, which I hope will
take them miles ahead of competition.
In short, I would like to say that the very act of the concerned
management at Yes bank in giving me the job of critically examining
consumer satisfaction towards financial products and services of
the company is a step in their continual mission of making all
round improvements as a means of progress.
I am sure the bank has a very bright future to look forward to
and will be a trailblazer in its own right.
28
_1382717021.xlsChart1
82
18
Satisfied
Sheet1
Satisfied
YES82
NO18
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range.
_1382717026.xlsChart1
22
24
20
11
13
10
0
%
Transaction
Sheet1
Banks%
SBI22
OBC24
PNB20
AXIS11
ICICI13
Other10
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_1382717028.xlsChart1
93
7
BANK ACCOUNT
Sheet1
BANK ACCOUNT
YES93
NO7
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range.
_1382717024.xlsChart1
78
9
4
3
6
GraphClassification based on nature of A/Cs
Sheet1
Saving A/Cs78
Current A/Cs9
Fixed Deposits4
Loans3
Others6
_1382717017.xlsChart1
8
92
GraphClassification based on the willingness of respondents to
shift their A/Cs to other banks
Sheet1
Shift8
Doesn't shift92
_1382717019.xlsChart1
26
15
36
9
14
BANKS
Sheet1
Column1BANKS
SBI26
PNB15
OBC36
ICICI9
OTHERS14
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range.
_1382717012.xlsChart1
5
9
76
6
4
Graph Classification based on Rating of the service offered by
OBC branches
Sheet1
EXCELLENT5
VERY GOOD9
GOOD76
AVERAGE6
POOR4
_1382717015.xlsChart1
8911
Satisfied
Not satisfied
No. of respondents
Graph Classification based on satisfaction level of
respondents
Sheet1
Satisfied89
Not satisfied11
_1382717010.xlsChart1
47SASA
23CACA
17FDFD
5LALA
8INSINS
Series 1
Column1
Column2
Sheet1
Series 1Column1Column2
SA47
CA23
FD17
LA5
INS8
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range.