A

PROJECT ON

OF

CITIBANK

The Department Of Business Administration

In Partial Fulfillment of the

Requirement for the Award of the Degree of BBA

Submitted to :- Submitted by:-

Dr. AMIT GUPTA VIPUL

ASSISTANT PROFESSOR BBA/MAIMS

MAHARAJA AGRASEN INSTITUTE OF MANAGEMENT STUDIES

SECTOR 22, ROHINI NEW DELHI

(Affiliated to G.G.S.I.P. University, Kashmere gate, New Delhi)

 PREFACE

The project was undertaken to study the Indian Banking Industry in

reference to one of the basic services provided by the Banks.

Various theory and practical aspects were studied in regard to this

project. The Project tries to highlight the role of today’s banking

style. Various parameters were analyzed to know the current status

of the Indian Banking Industry and the various products of the

Citibank.

ACKNOWLEDGEMENT

Nobody is born perfect in himself; it is some timely guidance, proper teaching and
blessings by well wishers and seniors around us who give me perfection and skills
to make my self prepared to walk on the path of success?
 My project work, which is the first step of mine in the fields of professionalism,
has been successfully accomplished, due to co-operative efforts of friends and
colleagues together.

I would like to pay my sincere gratitude and thanks to those people, who directed
me at every step in the project work. I would like to thank our respected director.
Mr.D D Chaturvedi, who allowed me to undertake this project and provided his
valuable guidance in doing.

I extend my sincere thank and gratitude to Dr. AMIT GUPTA, internal faculty,
MAIMS, for her help and valuable support throughout the term of the project. It
was a learning experience to work under his guidance.

I would also like to thank the faculty member and staff member of MAIMS for
their kind support and help during the project.

VIPUL BENIWAL

TABLE OF CONTENTS
Certificate
Preface
 Acknowledgement
1. Executive Summary
2. Objectives
3. Banking System in India
4. About Citibank
• Introduction
• How Citigroup is organized
• Citibank Raises Base Rate
• Citibank, N.A. Declares Dividends
• Citigroup Announces
• Corporate Management Changes in O&T
• Creation of New Operating Committee
• Citigroup Appoints Lead Director

5. Citigroup Product Lines

• Cards
• Consumer Finance
• Retail Banking
• Capital Markets & Banking
• Global Transaction Services
• Smith Barney
• Private Bank
• Asset Management
• Alternative Investments

8. Citigroup Regions

9. CItigroup Brands
10. Shared Responsibilities

11. Research methodology

• Rationale
• Objective
• Research design
• Research instrument
• Method of data collection
• Sample size planning
• Questionnaire method
• Methodology of sampling

12. Analysis of questionnaire

13. Conclusion
14. Limitations
15. Recommendations
16. Bibliography.

OBJECTIVES

 To study the consumers perceptions about various banks.

 To know the level of awareness among consumers about Citibank.

  To make people know about the various products offered by Citibank.

 To know the interest level of the consumers to get associated with

Citibank.

 To collect various suggestions from consumers to make Citibank better

one.

EXECUTIVE SUMMARY

The project was undertaken to study the various aspects of the Indian Banking Industry
with a special focus on Citibank and to understand the role of Banking Sector in the
smooth functioning of the Indian economy.

FINDINGS

PROSPECTS
 • Market focus is shifting from mass banking to class banking.

• Introduction of customized and value added products.

• Foreign banks have a major role to play.

• Entry of local private players is increasing.

Entry of banks into various other financial products.

CONSTRAINTS

• Verification laws play a major role in the Banking Industry.

• Foreign sector focusing on other investment options.

• Banks, which are old, still not introduced to Customer Relationship

Management.

• Resources are not being fully utilized.

Banks need to set up separate divisions for taking care of the problems apart from the
phone Banking Services.
 BANKING SYSTEM IN INDIA

INTRODUCTION

The Reserve Bank of India (RBI) Is India’s central bank. Though the banking industry is
currently dominated by public sector banks, numerous private & foreign banks exist.
India’s government-owned banks dominate the market; their performance has been
mixed, with a few being consistently profitable. Several
public sector banks are being restructured, & in some the governments either already has
or have plans to offload a chunk of its equity capital.

Banking India has an extensive banking network, in both rural & urban areas. All large
Indian banks are nationalized, & all Indian financial institutions are in public sector.

INDIAN BANKING SYSTEM

The banking system has three tiers. These are the scheduled commercial banks; the
regional rural banks which operate in rural areas not covered by the scheduled banks; and
the cooperative and special purpose rural banks.

PRIVATE AND FOREIGN BANKS

The RBI has granted operating approval to a few privately owned domestic banks, of
these many commenced banking business. Foreign banks operate more than 150 branches
in India. The entry of foreign banks is based on reciprocity, economic & political bilateral
relations. An inter departmental committee approves applications for entry & expansion.

CAPITAL ADEQUACY NORMS

Foreign banks were required to achieve an 8% capital adequacy norm by march 1993,
while Indian banks with overseas branches had until march 1995 to meet the target. All
other banks had to do so by march 1996 .The banking sector is to be used as a model
opening up of India’s insurance sector to private domestic and foreign participants , while
keeping the national insurance companies in operation

RESERVE BANK OF INDIA SYSTEM

The reserve bank of India is the Central Banking Institution. It is the sole authority for
issuing bank notes and the supervisory body for banking operations in India. It supervises
and administers exchange control and banking regulations, and administers the
government’s monitory policy. It is also responsible for granting licenses. Several
licenses for private banks have been approved. Despite fairly broad banking coverage
nationwide, the financial system remains inaccessible to the poorest people in India.

SCHEDULED AND NON-SCHEDULED BANKS

There are approx. 80 scheduled commercial banks , Indian and foreign ; almost 200
regional rural banks ; more than 350 central cooperative banks , 20 land development
banks , and a no. of primary agricultural credit societies . In terms of business, the public
sector banks dominate the banking sector.

LOCAL FINANCING

All sources of local financing are available to foreign- participation companies

incorporated in India, regardless of the extent of foreign participation. Under foreign
exchange regulations, foreigners and non-residents, including foreign companies, require
the permission of the Reserve Bank of India to borrow from a person or company
resident in India.

REGULATIONS ON FOREIGN BANKS

Foreign banks in India are subject to the same regulations as scheduled banks. They are
permitted to accept deposits and provide credit in accordance with the banking laws and
RBI regulations. Currently about 25 foreign banks are licensed to operate in India.
Foreign bank branches in India finance trade through their global networks.
RESERVE BANK RESTRICTION

The Reserve Bank of India lays down restrictions on bank lending and other activities
with large companies. These restrictions, popularly known as “consortium guidelines”
seem to have outlived their usefulness, because they hinder the availability of credit to
the non-food sector and at the same time do not foster competition between banks.
INDIAN Vs FOREIGN BANKS

Most Indian banks are well behind foreign banks in the area of customer funds transfer
and clearing system. They are hugely over-staffed and are unlikely to be able to compete
with the new private banks that are now entering the market. While these new banks and
foreign banks still face restrictions in their activities. They are well capitalized , use
modern equipment and attract high caliber employees.

GOVERNMENT AND RESERVE BANK OF INDIA REGULATIONS.

All commercial banks face stiff restrictions on the use of both their assets and liabilities.
40% of loans must be directed to “priority sectors” & the high liquidity ratio and cash
reserve requirements severely limit the availability of deposits for lending.

The RBI requires that domestic Indian banks make 40% of their loans at concessional
rates to priority sectors selected by the government. These sectors consist largely of
agricultural, exporters, and small businesses. Since July 1993, foreign banks have been
required to make 32% of their loans to these priority sectors. Within the target of 32% , 2
sub targets for loans to the small scale sectors (minimum of 10%) and exports (minimum
of 12%) have been fixed . Foreign Banks, however, are not required to open branches in
rural areas, or to make loans to the agricultural sectors. Commercial banks lend $8 billion
in the Indian financial year 1997 /98 ,up sharply from $ 4.4 billion in the previous year

NEED FOR TODAY

Debates on India’s slowdown focus on the manufacturing sector which is dangerously

misleading: one of the biggest areas of worry about India’s economic slowdown is being
ignored – the systematic flaw of India’s banking sector. Stories about the real health of
Indian banks get less publicized because banks are still overwhelmingly owned,
controlled and directed by the government, i.e., the ministry of finance. Banks have no
effective mouthpiece either.

FUTURE

One more reason being the opacity of the The Reserve Bank of India. This does not mean
a forecast of doom for the Indian Banking sector the kind that has washed out south east
Asia. And also not because Indian banks are healthy. We still have no clue about the real
non-performing assets of financial institutions and banks. Many banks are now listed that
puts additional responsibility of sharing information. It is now clear that it was the
financial sector that caused the sensational meltdown of some Asian nations. India is not
Thailand, Indonesia and Korea. Borrowed investment in property in India is low and
property prices have already fallen, letting out steam gently. Our micro-meltdown has
already been happening.
Banking System In India

Introduction

The Reserve Bank of India (RBI) is India’s central bank. Though the banking industry is
currently dominated by public sector banks, numerous private and foreign banks exist.
India’s government-owned banks dominate the market. Their performance has been
mixed, with a few being consistently profitable. Several public sector banks are being
restructured, and in some the government either already has or will reduce its ownership.

There has been a major shift in the mind set of the Indian Investors and the Private
players which includes starting from small financial institutions (both Indian and
Foreign) to big Corporate players who now take into consideration various new factors
before developing any kind of professional relationship with them.
We have also seen that era when it was only the banks who were there as the ultimate
place for the small investors to pool their funds, but the scene today is entirely different
what was earlier. Consumer today has a wide number of choices to go for.

If we go for the theory point of view banks are commercial enterprises which deal in
finances, financial instruments and provide various financial services for a price known
as interest, discount, commission, fee, etc.

According to the Indian Banking Regulation Act 1949, banking means “accepting
deposits may be repayable on demand or otherwise and may be withdrawn by cheque,
draft, order, or otherwise.
BANKING in India has an extensive banking network, in both urban and rural areas. All
large Indian banks are nationalized, and all Indian financial institutions are in the public
sectors.

BANKS OF INDIA

India today possesses a fine network of Banking Institutions catering to the diverse needs
of various sectors of the economy. At the time of independence we had a few financial
intermediaries like the commercial banks and the cooperative banks. Reserve Bank of
India had come into existence in 1935 as the central bank and the monetary authority of
the country. Indigenous bankers known by different names used to cater to the needs of
the vast population in the unorganized sector of the Indian economy.

After attaining independence a necessity was felt to establish new financial institutions
both at the apex level and the grass root level. Development banks were the first to be set
up both at the apex and the grass root level.

INSTITUTIONS AT THE APEX LEVEL

Reserve Bank of India

• Industrial development bank of India (IDBI)
• National Bank for Agriculture and Rural Development(NABARD)
• Export Import Bank of India(Exim Bank)
• National Housing Bank (NHB)
Reserve Bank enjoys a unique position in the Indian financial system. It performs the
functions as the banker to the government.

DEVELOPMENT BANKS

ALL INDIA LEVEL :

• Industrial Development Bank of India .

• SIDBI
• ICICI LTD.
• IFCI LTD.
• IIBI LTD

STATE LEVEL:

• State Financial Corporations

• State Industrial Development Corporations
• State Industrial Investment Corporations

INVESTMENTS INSTITUTIONS :

Insurance Institutions :
• LIC
• GIC
• Former Subsidiaries of GIC
 • New Insurance Companies

MUTUAL FUNDS :

Public Sector :

• Bank Sponsored.
• Financial Institutions Sponsored
• UTI

Private Sector :

Specialized Development Banks:

• Indian Railways Finance Corp. Ltd.

• Power Finance Corp. of India Ltd.
• Tourism Finance Corp. of India Ltd.
• Infrastructure Developments

Commercial Banks and Foreign Banks:

• ICICI Bank
• HDFC Bank
• KOTAK Bank
• HSBC Bank
• AMERICAN EXPRESS
• ABN AMRO.
 CONCLUSION

Still, there are several other worries about the banking sector, mainly confusion over
ownership and control. Sometimes soon India will be forced to apply the norms of
developed countries and many banks (including some of the biggest) will show very poor
returns ratios and dozens of banks will be bankrupt. When that happens the two popular
reasons to defend bad banks will disappear. These are: one to save face in the remote
hope of that fortunes will ‘revive’ and two, some banks are too big to be allowed to fail,
fearing social upheaval.

About Citibank
Citigroup was incorporated on March 8, 1988. On October 8, 1998, Citicorp merged with
and into a subsidiary of Travelers Group, and Travelers Group changed its name to
Citigroup Inc. At the time of the merger, Citicorp stockholders received 2.5 Citigroup
shares for every 1 share of Citicorp stock they previously owned. Travelers Group
stockholders maintained their shares of Travelers Group stock under the Citigroup name.

Citigroup Inc. is today’s pre-eminent financial services company, with some 200 million
customer accounts in more than 100 countries. Our history dates back to the founding of
Citibank in 1812, Bank Handlowy in 1870, Smith Barney in 1873, Banamex in 1884, and
Salomon Brothers in 1910.

Other major brand names under Citigroup's trademark red umbrella include Citi Cards,
CitiFinancial, CitiMortgage, CitiInsurance, Primerica, Diners Club, Citigroup Asset
Management, The Citigroup Private Bank, and CitiCapital.

Citigroup common stock is traded on the New York Stock Exchange (NYSE) and the
Pacific Exchange (PCX) under the ticker symbol "C." Citigroup stock also has the
distinction of being the first international company to be traded on the Mexican Stock
Exchange (Bolsa Mexicana de Valores - BMV), and is listed under the ticker symbol
"C*."
HOW CITIGROUP IS ORGANISED

Citigroup is organized into three major business groups – Global Consumer,

Corporate and Investment Banking, and Global Wealth Management – in addition
to two stand-alone businesses, Citigroup Asset Management and Citigroup
Alternative Investment

Citigroup Global Consumer Group

The Citigroup Global Consumer businesses comprise the financial service sector's
most diverse consumer product offerings, including banking services, credit cards,
loans and insurance. Our businesses also offer industry-leading technology, a
strong worldwide presence and a powerful global franchise in Citibank.

• North America Cards

With nearly 120 million accounts, our North America Cards franchise offers
credit and charge cards such as MasterCard®, VISA®, and private label.

• International Cards

Our International Cards operation offers an array of Cards products to 20.9

million accounts in 42 countries outside of North America.

• Retail Banking North America

Retail Banking North America includes branch banking, commercial banking,

commercial real estate, commercial financing and leasing, mortgages, student
loans and the Primerica Financial Services distribution channel.

o Citibanking North America

o Commercial Markets/Commercial Real Estate
o CitiCapital
o CitiMortgage and My Home Equity
Citibank, N.A. Declares Dividends

New York – The Board of Directors of Citibank, N.A. declared dividends on Citibank,
N.A. preferred stock as follows:

Series A, payable September 15, 2005, to holders of record on September 2, 2005.

Holders will be paid at the rate of $1.585 for each share held.

Series B, payable September 15, 2005, to holders of record on September 2, 2005.

Holders will be paid at the rate of $1.6275 for each share held.

Citigroup, the leading global financial services company, has some 200 million customer
accounts and does business in more than 100 countries, providing consumers,
corporations, governments and institutions with a broad range of financial products and
services, including consumer banking and credit, corporate and investment banking,
securities brokerage, and wealth management. Major brand names under Citigroup’s
trademark red umbrella include Citibank, CitiFinancial, Primerica, Smith Barney and
Banamex.

Citigroup Announces Senior Management Realignment Reinforcing

Customer Focus

Drawing on Depth of Talent Within the Organization, Global Consumer Group will be
Co-Headed by Ajay Banga and Steven Freiberg
Kevin Kessinger Appointed Head of Operations & Technology

New Operating Committee Formed and Business Heads Committee Expanded

NEW YORK – Citigroup announced today a senior management realignment reinforcing

its customer focus, drawing more directly from the talent and experience of an emerging
base of senior leaders, and providing additional opportunities for these leaders to expand
their involvement in corporate decision making.

“We have ambitious plans for the future and significant growth opportunities for our
company, and we have been carefully reviewing how we can best leverage the talent and
experience within our management team in support of our goals,” said Charles Prince,
Citigroup’s Chief Executive Officer. “This is a strong management structure and a strong
management team to lead our company given the needs of our business and the
accelerated pace at which we must make strategic decisions and respond to the needs of
our customers. I am proud of the caliber of our next-generation of leaders and their
dedication to our future.”
The Global Consumer Group will now be organized along customer lines. Recognizing
the different opportunities in the North American and International retail consumer
marketplaces, Ajay Banga, 45, currently President of Retail Banking North America, and
Steven J. Freiberg, 48, Chairman and Chief Executive Officer of Citi Cards NA, will
become co-heads of the Global Consumer Group, with Mr. Banga leading the
International operations and Mr. Freiberg leading the North American business (U.S. and
Canada). Both executives will report to Mr. Prince and join the Business Heads
Committee. Marjorie Magner, 56, Chairman and Chief Executive Officer of the Global
Consumer Group, will leave the company on October 1st to pursue her long-term
interests in areas outside of financial services, including academia and philanthropy.

The new structure will enable the company to better focus on the customer’s needs in an
integrated fashion across all product lines and more effectively respond to the specific
opportunities in markets at different stages in their development. Each executive has
more than 25 years of experience in retail services. The Global Consumer Group staff
functions will remain centralized and will report jointly to Mr. Banga and Mr. Freiberg.

Kevin Kessinger, 52, currently President of Consumer Finance North America, will
assume responsibility for Citigroup Operations and Technology succeeding Deborah
Hopkins, 50. Ms. Hopkins joined Citigroup nearly three years ago with the understanding
that she eventually wanted to pursue a senior role in a business unit – which she will now
do. Ms. Hopkins has led development of Citigroup’s long-term technology and
information security strategy. As we move from strategy to implementation, it is an
opportune time for this transition. In the near future, she will work with Mr. Prince and
the Business Heads to evaluate certain international investment opportunities. Mr.
Kessinger was responsible for many of the operating and technical innovations within the
Cards division when he served as its Chief Operating Officer, and led many critical
initiatives bridging operations and technology within CitiFinancial in his current position.

Manuel Medina-Mora, Chairman and Chief Executive Officer of Citigroup Latin

America and Mexico and Chief Executive Officer of Banamex, will join the Business
Heads Committee, which will expand its membership to 13. Medina-Mora has been the
CEO of Banamex since 2001. Between 2002-2004, Mexico net income nearly doubled.
He is responsible for Citigroup’s Latin America and Mexico businesses including: the
Corporate and Investment Bank, eBanking, Treasury, Consumer Bank, Cards Business,
Retail Banking, Insurance, Pension Funds, Securities, Brokerage, and Asset
Management, with a workforce of more than 45,000 employees.

A new approximately 30-person Operating Committee will be formed, which will

consider strategic issues, foster greater knowledge sharing among the businesses and
accelerate organizational decision making and implementation of initiatives.
Organization of Global Consumer Group Along Customer Lines
The realignment of the consumer businesses, with distinct leadership responsibility for
the North American market and for the International markets, responds to the evolving
needs of Citigroup’s retail customers, as the North American markets become more
mature and focused on innovation and the company seeks additional ways to capitalize
upon the tremendous pace of growth in international markets. The realignment is
designed to reinforce the company’s customer-oriented organization, leveraging Citi’s
leading financial brand across product lines.

“Both Ajay and Steve bring a tremendous depth of knowledge and experience to their
current roles and are fully focused on the substantial opportunities in our consumer
franchise,” said Mr. Prince. “They have been key members of our Consumer business
leadership for many years, and have impressive records of success in their respective
business areas. Importantly, they have a great working relationship, and they will
continue to share best practices and deliver innovative, best-in-class products and
services to retail customers across geographies, under a single, industry leading brand.”

Ajay Banga joined Citigroup in 1996 and has extensive international experience in a
variety of consumer-related roles. Since early 2002, he has been the President of Retail
Banking North America. During this period, he has overseen the expansion of the branch
banking business through acquisitions, the creation and successful operation of the
commercial business group, and the substantial growth of our mortgage and student
lending franchises. He is also responsible for servicing and technology for all the real
estate businesses in the Consumer Bank. While in his current role, the Retail Banking
North America division grew 50% in net income from just under $2 billion in 2001 to $3
billion in 2004. Prior to this, he was the business head for CitiFinancial and the U.S.
Consumer Assets Division. Ajay joined the bank in India in 1996 and over the next two
years, rose to become the Division Head for the Consumer Bank in Central/Eastern
Europe, Middle East, Africa and the Indian subcontinent. Since his time with Citigroup,
Mr. Banga has had extensive experience in acquisition and integration of businesses,
including Associates, Golden State Bank, Principal Residential Mortgage and recently,
First American Bank. Mr. Banga began his business career as a management trainee with
Nestle in 1981 and later joined PepsiCo’s Restaurants Division, where he was
instrumental in the launch of Pizza Hut and KFC in India.
Mr. Freiberg has spent 25 years in Citigroup and its predecessor companies with
extensive experience in cards, retail banking, investments and insurance. Currently, as
Chairman and CEO of Citi Cards NA, Mr. Freiberg has been responsible for Citigroup's
market-leading credit card business in the U.S., Mexico and Canada, with more than 125
million card accounts and approximately $140 billion in managed loans outstanding. In
the 8 years in which he held these positions, he has helped to expand the business’
profitability tenfold. He joined Citigroup’s Card Products Division in 1980 as a
Management Associate and has served in a variety of senior management positions in
marketing, business planning, distribution, and finance in Cards and other Citigroup
divisions. These included Chief Executive Officer for Retail Banking’s Citicorp
Investment Services and the Citicorp Insurance Group and distribution head for a
segment of the retail bank. He rejoined the Cards Division in 1997, as head of several
major strategic business groups that drove a turnaround in that business.

Corporate Management Changes in O&T

Mr. Kessinger has an extensive background in operations and technology, in addition to
his record of success as a business manager. After joining Citi Cards operations and
technology in 1995, he initially was responsible for directing the cards data warehouse
construction, various cards systems, and multiple initiatives building operational
effectiveness. From 1996-1998, Mr. Kessinger was head of the American AAdvantage
Strategic Business Unit and president of the Kansas City call center which doubled under
his direction. He returned to Cards Operations and Technology in 1998 and was Chief
Operating Officer, responsible for the operations and technology of Citi Cards. Kevin and
his team directed the very successful integration and conversions of AT&T Universal
Card, the Associates bankcard and private label cards, and numerous operating and
technical innovations to lead the industry as the low-cost/high quality provider. Since
2002, Mr. Kessinger has been responsible for all companies operating under the
Consumer Finance North America umbrella, including CitiFinancial branches in the U.S.,
Mexico, Canada, and Puerto Rico, CitiFinancial Mortgage Company, Citicorp Trust
Bank, f.s.b., Auto Division, Credito Familiar in Mexico and Chesapeake Appraisal &
Settlement Services. He was head of Information Security for the Global Consumer
Group from 2001-2004. Prior to joining Citigroup, Mr. Kessinger ran Banc One Financial
Cards Services, the O&T support organization for all of Bank One’s credit and debit
cards.

Creation of New Operating Committee

The new approximately 30-person Operating Committee is designed to meet on a regular
basis to discuss company and business-wide strategic issues, foster greater knowledge
sharing among the businesses and accelerate organizational decision making and
implementation of initiatives. In addition it will provide a greater number of executives
the opportunity to be included in corporate-wide decision making. Membership lists for
the Business Heads and the Operating Committee are below.

Business Heads:
Charles Prince, Chief Executive Officer, Citigroup
Ajay Banga, Chief Executive Officer, Global Consumer Group - International
Sir Win Bischoff, Chairman, Citigroup Europe
David Bushnell, Senior Risk Officer, Citigroup
Michael A. Carpenter, Chairman & Chief Executive Officer, Citigroup Global
Investments
Robert Druskin, President & Chief Executive Officer, Corporate and Investment Banking
Steven J. Freiberg, Chief Executive Officer, Global Consumer Group – North America
Lewis B. Kaden, Vice Chairman and Chief Administrative Officer, Citigroup
Sallie L. Krawcheck, Chief Financial Officer and Head of Strategy, Citigroup
Manuel Medina-Mora, Chairman & Chief Executive Officer, Latin America & Mexico,
Chief Executive Officer, Banamex
Robert E. Rubin, Director & Chairman of the Executive Committee Member, Office of
the Chairman, Citigroup
Todd Thomson, Chairman & Chief Executive Officer, Global Wealth Management
Stephen R. Volk, Vice Chairman, Citigroup
Operating Committee (also includes the Business Heads above):
Frank J. Bisignano, Chief Executive Officer, Global Transaction Services, Corporate and
Investment Banking
Bonnie Howard, Chief Auditor, Citigroup
Michael S. Helfer, General Counsel, Corporate Secretary, Citigroup
Charles Johnston, President & Chief Executive Officer, Global Private Client Group
Kevin Kessinger, Chief Operations & Technology Officer
Michael Klein, Chief Executive Officer, Global Banking, Citigroup
Damian Kozlowski, Chief Executive Officer, The Citigroup Private Bank
Thomas G. Maheras, Chief Executive Officer, Global Capital Markets, Corporate and
Investment Banking
William J. Mills, Chairman & Chief Executive Officer, Europe, Middle East and Africa
Corporate and Investment Banking
Robert Morse, Chief Executive Officer, Asia Pacific Corporate and Investment Banking
Douglas L. Peterson, Chief Executive Officer, Citigroup Japan Chairman and CEO,
Citibank Japan
William Rhodes, Senior Vice Chairman, Citigroup, Chairman, Citicorp/Citibank
Michael Schlein, Senior Vice President, Global Corporate Affairs, Human Resources,
and Business Practices, Citigroup
Frits Seegers, Chief Executive Officer, Europe, Middle East and Africa Global Consumer
Group
Ashok Vaswani, Chief Executive Officer, Asia Pacific Consumer Banking

Citigroup (NYSE: C), the leading global financial services company has some 200
million customer accounts and does business in more than 100 countries, providing
consumers, corporations, governments and institutions with a broad range of financial
products and services, including consumer banking and credit, corporate and investment
banking, securities brokerage, and wealth management. Major brand names under
Citigroup's trademark red umbrella include Citibank, CitiFinancial, Primerica, Smith
Barney and Banamex.

Citigroup Appoints Lead Director

New York, NY — The Board of Directors of Citigroup adopted a resolution today

designating the chair of the Board’s Nomination and Governance Committee as the
Board’s lead director. Alain Belda, Chairman and CEO of Alcoa Inc., is the current chair
of the Nomination and Governance Committee.

The lead director will preside at Board meetings when the Chairman is not present,
including executive sessions of the independent directors, will act as a liaison between
the Chairman and the independent directors, will approve meeting agendas, meeting
schedules and information sent to the Board, has the authority to call meetings of the
independent directors, and if requested, will be available for consultation and direct
communication with major shareholders.

The Board also confirmed its intention, as reflected in the company's Corporate
Governance Guidelines and proxy statement, to have at least two-thirds of the Board
qualify as independent in accordance with applicable laws, regulations, and best
governance practices, on an on-going basis, including at the 2005 Annual Meeting and
thereafter.

Citigroup (NYSE: C), the preeminent global financial services company has some 200
million customer accounts and does business in more than 100 countries, providing
consumers, corporations, governments and institutions with a broad range of financial
products and services, including consumer banking and credit, corporate and investment
banking, insurance, securities brokerage, and asset management. Major brand names
under Citigroup's trademark red umbrella include Citibank, CitiFinancial, Primerica,
Smith Barney, Banamex, and Travelers Life and Annuity.
Citigroup Product Lines

Citigroup has nine key product lines operating within its three business groups – Global
Consumer Group, Global Corporate & Investment Banking Group, and Global Wealth
Management. Asset Management and Alternative Investments are managed as separate
entities.

Global Consumer Group Cards

o World’s largest provider of credit cards

o First Quarter '05 Net Income of $1.086 billion

Consumer Finance

o World’s consumer finance leader

o First Quarter '05 Net Income of $629 million

Retail Banking

o Citibank: highest-rated, leading global brand

o First Quarter '05 Net Income of $1.285 billion

Corporate and Investment Banking

Capital Markets & Banking

o #1 underwriter of Combined Global Debt, Equity and Equity-Related

transactions for 14 consecutive quarters
o First Quarter '05 Net Income of $1.439 billion

Transaction Services

o Leading provider of transaction products; $8.0 trillion in assets under

custody
o First Quarter '05 Net Income of $245 million

Global Wealth Management

Smith Barney

o A leader in managed accounts with $969 billion in total client assets

o First Quarter '05 Net Income of $195 million

Private Bank

o Offers widest range of services to more than 26,000 of the world’s most
successful and influential families
o First Quarter '05 Net Income of $122 million

Asset Management

o A leader with $459.5 billion in assets under management

o First Quarter '05 Net Income of $79 million
o On June 24, 2005, Citigroup announced that it signed a definitive
agreement under which it will sell substantially all of its Asset
 Management business in exchange for the broker-dealer business of Legg
Mason, Inc., approximately $1.5 billion of Legg Mason's common and
convertible preferred shares, and approximately $550 million in the form
of a five-year loan facility provided by Citigroup Corporate and
Investment Banking. The transaction is expected to close during the fourth
quarter subject to certain regulatory approvals and customary closing
conditions.

Alternative Investments
First Quarter '05 Net Income of $362 million

Cards

Citigroup is the world’s largest provider of Card products with more than 145 million
bankcards, private label and charge cards in force in nearly 40 countries. As a leader in
the industry, the Cards business' success is achieved through the introduction of
innovative products and services tailored to meet the needs of our customers, strong
partnerships, and dedicated employees who are committed to excellence in serving their
customers

Industry Leadership

Citigroup is the world’s largest provider of credit card products. Citi Cards North
America is the industry leader with some 2.5 percent of GDP spent using its credit cards
and with an estimated 10% of Citi Card sales transacted online. Outside of North
America, the business sees tremendous opportunities for growth in targeted markets,
through the execution of a global delivery plan leveraging existing technology and
expertise.
Encouraging a healthy approach to money, the Cards business offers a range of products
designed to meet the needs of all its customers. Among its product offers in the U.S. are
the Citi® AAdvantage® card, the longest running airline rewards credit card in the
marketplace today, and the Sears and Home Depot private label card programs. After its
successful launch in Malaysia, a card tailored for the young, contemporary adult was
exported throughout the region and is expected to be “success transferred” to other
regions.

Key Competitive Advantages

• Lowest cost, highest quality producer in the industry

• Leading customer service technology, security and fraud prevention
• Strongest global brand and distribution
• Global credit expertise and marketing scale

Highlights

• Acquired the Sears credit card business, making it the leading private label
card provider in U.S.
• Became first foreign bank to launch credit cards in Russia.
• Acquired majority stake in the Diners Club Europe franchise (UK, Ireland,
Belgium, Luxembourg, the Netherlands, Italy, France, Germany and Switzerland),
bringing its ownership to 100 percent.
 • Launched Citibank World Privileges for Asian cardholders, providing a broad
range of exclusive benefits and discounts at 15,000 establishments worldwide.

Consumer Finance

Citigroup’s Consumer Finance business is the largest in the United States and a leader
globally. Its enhanced business practices are setting a new standard for industry. It
provides consumer loan products and services including real estate, personal loans and
loans to finance consumer goods and is a world leader, with operations in more than 20
countries.

Industry Leadership
At the heart of Consumer Finance is CitiFinancial, a global network of more than 3,000
branches which is the foundation for a highly successful face-to-face, community-based
lending model. This direct lending model, which sets the business apart from the
competition and made it the world's consumer finance leader, is a key reason why more
than 90 percent of Consumer Finance customers in North America say they would
recommend the product line to a neighbor. In North America, CitiFinancial Mortgage
Company, Inc. and Citigroup Trust Bank, fsb (CTB) specialize in mortgage and home
equity lending and are recognized as one of the largest non-prime home equity lenders in
the United States. CitiFinancial Auto provides automobile financing to U.S. consumers
via auto dealerships and the Internet.

Citigroup has been providing access to credit and helping people improve their credit for
more than 90 years and leading the industry in strengthening business practices. In North
America, Consumer Finance has more than 23,000 full-time employees serving some 4.3
million customers in 48 states in the U.S. and 9 provinces in Canada.
Citigroup believes the total global consumer finance market is worth more than $1.3
trillion which is one reason for expanding its model globally. Outside North America,
Consumer Finance operates in more than 20 countries with more than 12,500 employees.
As with its North America operations, its international model centers on community-
based lending through more than 800 branches.

Key Competitive Advantages

• Lowest cost operations/global platforms

• Large branch network offers personal interaction with customers
• Unrivaled credit expertise
• Lowest funding costs and strongest global distribution

Highlights

• Updated CitiFinancial lending practices in the U.S.

• Renamed auto finance subsidiaries as CitiFinancial Auto
• Launched CitiFinancial in three new countries: Australia, Finland, and Russia

Retail Banking

Retail Banking delivers a wide array of banking, lending, insurance1, and investment
services2 to individual consumers around the world. These are distributed through 3,773
retail bank branches and 9,800 ATMs, and online, as well as through the network of
Primerica independent agents. In addition to Citibanking North America and Banamex in
Mexico, Citigroup's Retail Bank operates in Europe, Middle East and Africa, Japan, Asia,
and Latin America.

Industry Leadership
Retail Banking provides banking, lending, investment and insurance services to
customers through retail branches, offices, independent brokers and electronic and other
channels. It includes the operations of Citibanking North America, Banamex in Mexico,
Consumer Assets Division, Commercial Business Group, Primerica Financial Services
and full-service international banking operations in Europe, the Middle East and Africa
(EMEA), Japan, Asia and Latin America. This business offers attractive market share
growth opportunities for expanding distribution in the U.S., including Hispanic
communities, as well as in Asia, Russia and emerging markets. The Retail Bank has
proven expertise in acquiring and integrating new businesses, such as Golden State
Bancorp in California, KorAm Bank in Korea and Banamex in Mexico. In addition, its
more than 3,000 consumer banking branches worldwide and financial guidance offered
through Citipro® in the U.S. enables Citibank to attract new customers and offer them
additional services from other Citigroup businesses.

The Commercial Business Group has one of the top three commercial finance companies
in the U.S. The Consumer Assets Division originates and services mortgages and student
loans for customers across the U.S. Primerica, with a sales force of more than 100,000
independent representatives, promotes the sale of a variety of Citigroup products and
services.

With approximately 300,000 employees worldwide, Citibank understands customers’

financial needs. Citibank has long been known as an industry leader in innovation and
technology. In the early 1920s it was the first big national bank to offer banking services
to consumers, in 1961 it created the Certificate of Deposit and in the late 1970s it widely
deployed and popularized the use of 24-hour ATMs in the U.S. Today, its customers also
enjoy the benefits of Citibank Online, its award-winning online banking service,
providing free unlimited bill payment. With all of the above, Citibank continues to grow
its global franchise with the world’s most recognized financial brand.

Strategy

• Increase market share in existing locations

• Expand customer satisfaction efforts
• Focus on countries with fast GDP growth
• Capitalize on the popularity of Citipro® to enhance customer relationships

Key Competitive Advantages

• ID Theft Solutions for banking customers

• Leading online banking
• Citipro for investment and small business customers
• Financial education efforts on a variety of topics and in multiple languages

Highlights

• Launched ThankYou NetworkSM, offering banking customers in the United

States and Puerto Rico meaningful rewards that they can obtain easily and
quickly.
• Completed acquisition of First American Bank in Texas, adding over 100 new
branches to the Citibank retail banking network in the U.S.
 • Completed $81.4 billion of its 2003 commitment of $200 billion for affordable
housing to low-and moderate-income, minority, and underserved families through
the end of the decade.

Capital Markets & Banking

The #1 underwriter of Combined Debt and Equity and Equity-related transactions,
Capital Markets & Banking combines a strong local presence around the world with
leadership in capital formation, sales and trading, strategic advice and risk management.
It is uniquely qualified to serve corporate and institutional clients with a full spectrum of
financial services in multiple geographies.

Industry Leadership
Capital Markets & Banking enables corporate clients and governments to grow and
remain competitive by helping them meet their financial and strategic needs on a scale
unmatched by the competition.

It provides clients with the global reach they seek while delivering world-class products
locally. Combined corporate and investment banking capabilities catapulted Citigroup
into a leadership position; of the 25 market sectors tracked by Thomson Financial, it
earned the #1 ranking in 15 of those categories. For the last 12 consecutive quarters, it
has been #1 globally in the underwriting of combined debt and equity transactions and
has achieved significant market share increases across products and regions over those
years.
In 2004, Capital Markets and Banking raised more than $534 billion globally in debt,
equity and equity-related transactions for firms to help them do such things as build
factories and hire more employees around the world. That total was over $121 million
more than our nearest competitor. Capital Markets and Banking completed 308 mergers
and acquisitions for clients around the world, a combined deal value of $282 billion. Its
foreign exchange business trades an average daily volume of $100 billion in currency,
and trades equities for its clients in more than 50 countries, an average of nearly 200
million shares a day in the U.S. alone. Citigroup remains the clear leader in fixed income,
outperforming competition in all global debt underwriting with over $127 million in
volume and 282 deals more than the number-two ranked competitor.

Capital Markets & Banking is a leader in structured corporate finance and has helped
raise money for projects that benefit people around the world. Capital Markets &
Banking is also playing a leadership role in developing an industry framework for dealing
with environmental and social issues in project finance, called the "Equator Principles."

Key Competitive Advantages

• Unparalleled global breadth

• Unmatched product depth
• Strongest balance sheet
• Strong credit management
Highlights

• Became the #1 underwriter of High Yield Debt in 4Q04 and maintained that
ranking for 1Q05, knocking the long-time #1 competitor off its perch. Lead
underwriter of PanAmSat’s $2.76 billion senior secured credit facilities, one of
the largest pro-rata, term loan and high yield offerings in 2004.
• In 2004, priced some 60 IPOs, more than double what we priced in 2003,
including Shinsei Bank’s $2.4 billion IPO -the largest Japanese IPO since 2000.
• Advised on 20% more M&A transactions in 2004 than in the previous year,
including Cingular’s acquisition of AT&T Wireless, a $47 billion transaction,
largest all-cash transaction ever. Chosen advisor on innovative, first of their kind
cross-border acquisitions for Cemex/RMC and Ambev/Interbrew.
• Winner of several prestigious industry awards including Best Investment Bank
from Global Finance Magazine and Global Bond House of the Year by IFR
Magazine.

Global Transaction Services

Transaction Services provides cash management, treasury, trade finance, custody,

clearing, depository receipt, agency trust services, and fund services and offers integrated
reporting and management to financial institutions, corporations, and governments that
have assets and business in multiple countries.

Industry Leadership
Global Transaction Services is a world leader in global transaction capabilities, handling
over 1 billion transactions annually and processing more than $1 trillion in funds each
day. It holds $139 billion on average in Liability Balances under administration, $8
trillion in Assets Under Custody and Trust and has the world's largest commercial letter
of credit portfolio. Global Transaction Services's WorldLink® Multicurrency Payable
Services processes almost $1.7 billion daily.
Global Transaction Services has the world's largest proprietary branch network covering
99% of the world's securities capitalization and more top-rated and commended branches
than any other agent bank in the world. Global Transaction Services is also a leader in
technology. For example, CitiDirect® Online Banking, its Web-based corporate banking
platform, interacts with 149 Citibank branches and is available to clients in 22 different
languages. CitiDirect® was top-rated in the Greenwich Associates Benchmarking Study,
an independent research study leading competitors by a wide margin.

Key Competitive Advantages

• Most global platform

• Superior technology infrastructure
• Leading emerging markets franchise
• Access to Capital Markets and Global Banking's relationship client base

Highlights

• Acquired ABN AMRO's award-winning direct custody, clearing and fund

administration businesses in eight European and Asian markets.
• Ranked Number 1 Global Custodian by Institutional Investor.
• Settled more than 1 million transactions in international trade related to the
movement of goods.
 • Named "Best Overall Bank for Cash Management" by Global Finance Magazine
for the third year in a row.

Smith Barney

Smith Barney is a world-class leader in delivering wealth management and financial

planning services to high-net-worth private investors, small- to mid-sized businesses,
non-profit organizations, and family foundations.

Industry Leadership
Smith Barney’s Private Client Group is a leading provider of comprehensive financial
planning and advisory services to high net worth investors, institutions, corporations and
private businesses, governments and foundations. The business offers a full suite of
investment services, including asset allocation, private investments and lending services,
hedge funds, cash and portfolio management, as well as retirement, education and estate
planning. Outside the U.S., Citigroup’s Global Wealth Advisors provides investment and
wealth management services to affluent and high net worth clients around the world.

Industry surveys have ranked Smith Barney’s 12,000+ Financial Consultants (FCs) as
having the best relationships with their clients. This commitment to service, combined
with industry-low turnover and best-in-class products and services from Citigroup and
others, make our FCs among the most productive in the industry.

Smith Barney FCs currently serve approximately 7.7 million client accounts, representing
more than $969 billion in client assets.
Key Competitive Advantages

• Independent client-focused research

• Open architecture
• Leader in managed accounts
• Leading technology
• Leading Financial Consultant productivity
• Scale-based advantages
• Commitment to the highest quality research in the industry and top-flight
investment advice

Highlights

• Revenue per Financial Consultant was $555,000 in the first quarter of 2005.
• The business generated an industry-leading pre-tax profit margin of 19% for the
first quarter.
• Smith Barney took home the most honors, 22, in the recent Forbes.com and
StarMine rankings.

Private Bank
The Private Bank offers personalized wealth management services to the world's most
successful families. Its offerings include a full range of portfolio management and
investment advisory services as well as access to capital markets, trust services and estate
planning, tailored financial structures, investment banking services, lending and other
traditional banking products.

Industry Leadership
The Citigroup Private Bank, one of the largest private banking businesses in the world,
provides personalized wealth management services to clients in more than 30 countries. It
offers a full range of portfolio management and investment advisory services from
Citigroup Asset Management, structured lending and banking services, as well as the
expertise of Citigroup's Corporate and Investment Bank.

One of the Private Bank's key competitive advantages, an advantage well understood by
its highly successful clients, is the access it provides to the global product and service
capabilities of Citigroup, while maintaining an open architecture in its product offerings.

The Private Bank's success with clients over the years can be attributed to four major
components: integrated client solutions, innovative product capabilities, a focus on key
markets worldwide, and a leveraging of the broader Citigroup enterprise which enables
The Private Bank to offer top-tier capabilities and investment solutions to the wealthiest
families around the world.

By drawing upon the vast resources of Citigroup's businesses, the Private Bank can
deliver investment management, risk management, liquidity and banking, structured
lending and issuer capital formation. In addition, its unique data management capability
provides consolidated reporting for clients.
Key Competitive Advantages

• Access to global products of Citigroup

• Global distribution and insight
• Legacy coupled with stability

Highlights

• Launched Whole Net Worth Asset Allocation program to clients globally for
optimum allocation of liquid and illiquid asset classes.
• Continued growth and office openings in global locations including Bahrain and
Beverly Hills
• Rated Best Private Bank in the U.S. and the Americas by Euromoney 2004
Private Banking Survey

Asset Management
Citigroup’s Asset Management businesses include Citigroup Asset Management (CAM),
Citigroup Alternative Investments’ (CAI) Institutional business, Banamex Asset
Management and Retirement Services businesses and Citigroup’s other retirement
services businesses in North America and Latin America. The CitiStreet joint venture
between Citigroup and State Street, offers administrative, outsourcing and investment
management services for defined contribution, pension and health-and-welfare plans
worldwide.

These businesses offer an array of investment products and retirement services to meet
the needs of institutional, high net-worth and retail clients throughout the world

Industry Leadership
Citigroup’s Asset Management business is a leader in money management with more
than $459.5 billion in assets under management. The asset management business has
developed world-class capabilities in investment management and client sales & service
catering to the most sophisticated individual and institutional investors worldwide. The
business has developed a reputation for excellence and integrity.

Millions of individual investors as well as some of the largest institutions, corporations

and governments in the world have turned to Asset Management for products and
strategies including separately managed accounts, mutual funds, closed-end funds,
college savings programs, hedge funds, and non-investment and investment grade credit
structures.

Its investment management organization is comprised of teams of experienced portfolio

managers supported by global fundamental & quantitative research analysts to provide
our clients with unique investment insights. Its investment teams have a proven track
record of delivering consistent long-term investment performance across all asset classes
including equity, fixed income, and alternative investments.
Key Competitive Advantage

• Proven, experienced investment management teams

• Global fundamental and quantitative research teams
• Global sales and client service infrastructure

Highlights

• Continued strong investment performance. Received a four- or five-star fund

rating from the independent agency Morningstar for 30 Smith Barney and
Salomon Brothers US mutual funds, as of March 2005.
• Net flows of $12.2 billion driven by strong flows across U.S. Retail, Institutional,
and Private Banking clients
• Ranked No. 1 in U.S. Separately Managed Accounts per Cerulli measured by
AUMs as of 1st quarter 2005.

Banamex Asset Management and Banamex Afore hold leading positions in Mexico with
a combined market share of 20 percent and $19 billion in assets under management.

Alternative Investments
Citigroup Alternative Investments (CAI) is an integrated alternative investment platform
manages awide range of products across five asset classes, including private equity,
hedge funds, real estate, structured products and managed futures. CAI manages capital
on behalf of Citigroup, as well as third-party institutional and high net worth investors.
CAI’s goal is to enable its 12 investment centers to retain the entrepreneurial qualities
and required to capitalize on evolving opportunities, while benefiting from the
intellectual, operational and financial resources of Citigroup.

CAI Profile

Assets Under Management: $42.8 billion

Citigroup Proprietary Capital: $12.1 billion (28% of total assets under
management)
Global Market Position: Among the world's largest alternative
asset managers
Asset Classes: Private Equity, Hedge Funds, Real Estate,
Structured Products, Managed Futures
Employees: Over 700
Investment Centers: 12
Investment Products: 80+
Primary Investment Offices: New York, London, Hong Kong, Tokyo
Representative Offices: Bahrain, Jordan, Mexico City, Singapore

Investing in alternative investments is speculative, not suitable for all clients, and
intended for investors with sufficient knowledge and experience who are willing to bear
the high economic risks of the investment, which can include:

 loss of all or a substantial portion of the investment due to leveraging, short-

selling or other speculative investment practices;
 lack of liquidity in that there may be no secondary market for the fund and none
expected to develop;
  volatility of returns;
 restrictions on transferring interests in the fund;
 potential lack of diversification and resulting higher risk due to concentration of
trading authority with a single advisor;
 absence of information regarding valuations and pricing;
 delays in tax reporting;
 less regulation and higher fees than mutual funds; and
 advisor risk.
 Individual funds will have specific risks related to their investment programs that
will vary from fund to fund.
 Past performance is no guarantee of future results.

Citigroup’s Regions
Globally our business is organized into six regions – North America; Mexico; Europe,
Middle East and Africa; Japan; Asia; Latin America. No other financial services
organization can match the breadth and depth of our global presence. We have been on
the ground in many of these regions for more than 100 years.

North America (excluding Mexico)

 • First Quarter '05 Net Income $3.119 billion

Mexico

• First Quarter '05 Net Income $373 million

Europe, Middle East and Africa (EMEA)

• First Quarter '05 Net Income $305 Million

Japan

• First Quarter '05 Net Income $214 million

Asia Pacific (excluding Japan)

• First Quarter '05 Net Income $672 million

Latin America

• First Quarter '05 Net Income $211 million

Citigroup Brands
Our Shared Responsibilities

Every day, in the more than 100 countries where we do business, Citigroup’s 300,000
employees carry forward a legacy some 200 years in the making. It is a legacy of service,
integrity, and leadership. With this legacy and the role we play in the global economy,
come great responsibilities that are shared by every employee on behalf our clients, each
other, and our franchise.
We explicitly stated these Shared Responsibilities in our 2004 Annual Report,
communicated them broadly in print and online communications in 16 languages, and
asked every Citigroup employee to attest that they understand them.

Over the years, we’ve seen the tremendous success that comes from living up to these
responsibilities. At the same time, we’ve also seen the damage that can be done to our
reputation, our brand, and our ability to do business when we fall short.

Our goal for Citigroup is to be the most respected global financial services company.
Like any other public company, we’re obligated to deliver profits and growth to our
shareholders. Of equal importance is to deliver those profits and generate growth
responsibly.
An important ingredient in the success Citigroup has enjoyed over the years has been
trust. We believe our Shared Responsibilities are the foundation on which that trust is
built. And as leaders of Citigroup, we have a special responsibility to ensure this very
precious commodity is valued as much as any other.

Chuck Prince Bob Willumstad

CEO President and COO

RESEARCH METHODOLOGY

RATIONALE
 After 1990, liberalization, many players entered into the market. There were few
players who were existing and few where new in this market.

 Customers of the Bank got more variety to choice within the industry. Therefore
whether customers are satisfied or not with the existing players were to be studied to fetch
what they want from these players of the industry.

 The existence of old players in the light of new players and their market share and
value.

OBJECTIVES

 To appraise the present scenario of the India in banking industry

 To identify the key factors of consumer satisfaction in this industry.

 To have a comparative analysis of the customer satisfaction level for the various banks.

RESEARCH DESIGN

Research design is a research plan which requires that what data are to be collected, what
research techniques and instruments are to be used, how a sample is to selected, and how
information is to be collected from this sample.
A research design specifies the methods and procedures for conducting a particular study.
Broadly speaking, research design can be grouped into three categories-exploratory
research, descriptive research and casual research.

RESEARCH INSTRUMENT

Descriptive research is used in this project report in order to understand the perceptions of
different consumers towards banking industry, and their behavior pattern by studying their
different demographics ( such as – age, sex, marital status, educational level, occupational
level, income level etc.). This is the most popular type of research technique, generally
used in survey research design and most useful in describing the characteristics of
consumer behavior.

The method used were following:

 Questionnaire method

 Direct Interaction with the users.

 Data collection.

MODE OF DATA COLLECTION

 Primary Data:- The sources of Primary data were questionnaires and personal
interviews.
 Secondary data:- the sources of secondary data were the books and magazines.

SAMPLE SIZE PLANNING:

Sampling is simply the process of learning about the population on the basis of sample
drawn from it. It is that part of the universe which is selected for the purpose of
investigation. Sampling may be defined as a part of the whole that represents all the
characteristics of the whole under consideration.

Sample size: 100

Approach: Convenience sampling

QUESTIONNAIRE METHOD

This is the simplest method of collecting data. This is to be found that questionnaires must
be interesting, objective, unambiguous, ease to complete and generally not burdensome to
motivate respondents to answer truthfully and completely because consumers are often
reluctant to take the time for responding the surveys. The format and wording of
questionnaires is very simple and each question is arranged in a proper sequence so that
consumers can understand it in a better way.

The interview was conducted by filling up the questionnaire by different categories of

people and they are given full liberty to fill up these questionnaire.

Therefore our questionnaire is prepared on the basis of :-

1. Open ended questions.

2. Multiple-choice questions.

3. Dichotomous questions.

METHODOLOGY OF SAMPLING:

Subjective and judgment non-random sampling was adopted for our research work due to
large sampling area. Any type of sampling on which the sample selected depends on
personal discretion of the Investigator is subjective or judgment sampling. This technique is
used here because of the definite purpose in view and as such is not used for general
purposes. This sampling method has been used the choice of sample depend exclusively on
the judgment of the investigator. This methodology has been used because of the following
reasons:

 To know the most typical of the population with respect to the

characteristic under study.

 Populations are selected on the subjective basis and no probability law is

applied.

 Biasness can be avoided as the investigator can make out who answering
correctly or not.
 ANALYSIS

OF

QUESTIONNAIRES

HOW MANY PEOPLE HAVE THEIR SAVING ACCOUNTS

IN :
• Citibank
• HDFC
• PNB
• ICICI
• SBI
• UTI
• OTHERS

DO YOU KNOW ABOUT CITIBANK?

• YES

• NO

DO YOU HAVE A BANK ACCOUNT?

 • YES
• NO

PRESENTLY WHICH OF THE FACILITIES YOU ARE

AVAILING?
  ATM

 INTERNET BANKING

 PETRO CARD

 CREDIT CARD

 PHONE BANKING

 MOBILE BANKING

 DEBIT CARD

 ALL THE ABOVE

 NONE OF THE ABOVE

HOW DID YOU COME TO KNOW ABOUT CITIBANK?

 • NEWSPAPER
• RADIO
• TELEVISION
• OTHERS

RATING OF CITI BANK

 • GOOD
• AVERAGE
• POOR

WOULD YOU LIKE TO HAVE AN ASSOCIATION WITH

CITIBANK?
 • YES

• NO

WHERE DO YOU THINK CITIBANK BRANCH OR ATM

SHOULD COME UP?
• NORTH DELHI
• EAST DELHI
• WEST DELHI
• SOUTH DELHI

LIMITATIONS
 The primary data has been collected from the middle and upper sections of the
society.

 All the data has been collected at random but it is always liable for biasness.

 A very small sample size of 100 people has been taken out of the total customers
therefore the analyses cannot be taken for final words.

 The data has been collected from DELHI (North) and thus the perception of
people from the smaller towns cannot be judged.

CONCLUSION
• Most of the people like to have their bank account in ICICI BANK.

• 75% people knows about Citibank

• 95% people have their bank account.

• 40% customers avail the facility of ATM.

• 65% people do not want to have an association with Citibank.

• In North Delhi mostly people wants Citibank branch and ATM.

RECOMMENDATIONS
 The bank should reduce the minimum amount of opening a bank account.

 The average quarterly balance (AQB) should be reduced.

 The bank should open its more branches.

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

 The bank should improve its services.

 The bank should also provide services on Sundays.

 The bank should have salary and students account.

 Bank should stress on telemarketing and on direct sales as well.

BIBLIOGRAPHY
: Website of the bank
• www.citibank.com

Various articles of :

• BUSINESS TIMES

• ECONOMIC TIMES