EXECUTIVE SUMMARY

I have done my Summer Internship in Standard Chartered Bank. My whole summer internship was divided into two sections. In the first section of my summer internship I was into the hard-core selling of saving accounts and in the second section I have to analyze the behavior of the people who are opening an account with Standard Chartered. The comparison is followed by the survey and its analysis and at the end the recommendations which could help Standard Chartered to be more effective in the field of banking sector..

TABLE OF CONTENTS
S.No 1. INTRODUCTION
About the Industry Range of Product and Services Rules and Regulations Swot Analysis (Standard Chartered Bank)

Topic

Page No 2-8

2.

RESEARCH METHODOLOGY
Research objectives Data sources Primary data Secondary data Questionnaire design / formation Sample design /sample element / unit Extent Time frame Sampling frame Limitations of research

11-14

3. 4. 5. 6. 7. 8.

COMPANY PROFILE DATAANALYSIS AND INTERPRETATION CONCLUSIONS AND FINDINGS RECOMMENDATIONS ANNEXURE BIBLIOGRAPHY

15-50 51-65 66-69 70-71 72-74 75

INTRODUCTION
ABOUT THE INDUSTRY INDIAN BANKING SECTOR
The Reserve Bank of India (RBI) is Indias central bank. Though public sector banks currently dominate the banking industry, numerous private and foreign banks exist. India's government-owned banks dominate the market. Their performance has been mixed, with a few being consistent profitable. Several public sector banks are being restructured, and in some the government either already has or will reduce its ownership.

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 and political bilateral relations. An inter-departmental committee approves applications for entry and expansion. Bank has moved a long way from the safe deposit houses that they were. They have now taken the role of an agent, a Private sector investor etc . . . In simple words they have increased their scope by a wide margin. Until Private sector banks were introduced banking for Indians was an inevitable, time consuming and a complicated activity. Private sector banks brought with them personalized banking which has attracted major parts of the Indian population. Major industrial houses and a large part of the business sector do bank with these Private sector institutions. Due to the number and quality of services provided and the case with an account can be operated, even the household sector has started banking with these institutions.

These Private sector banks are providing new and innovative services like Tele banking Internet banking Tele Draft facility Credit cards Cash delivery at door step and ATM Making them more and more user friendly.

CAPITAL ADEQUACY NORM

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

BANKING
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 sector.

RBI BANKING
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 governments monetary policy. It is also responsible for granting licenses for new ban branches. 25 foreign banks operate in India with full banking 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.

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.

SCHEDULED AND NOW SCHEDULED BANKS

There are approximately 80 scheduled commercial banks, Indiana nd foreign; almost 200 regional rural banks; more than 350 central cooperative banks, 20 land development banks; and a number of primary agricultural credit societies. In terms of business, the public sector banks, namely the State Bank of India and the nationalized banks, dominate the banking sector.

THE CURRENT BANKING SECTOR IN INDIA

5% 3%

6%

6%
National Banks Corporation Banks Private Banks Multinational Banks

80%

Money Lenders & Others

MARKET SHARE

BANKING INDUSTRY
Indian Financial System Financial institution Non-banking financial companies Long term instruments FINANCIAL SYSTEM Financial instruments Short term instruments Capital market Financial markets Money market Commercial banks Financial institutions

RANGE OF PRODUCT AND SERVICES

PRODUCTS AND SERVICES OFFERED BY THE STANDARD CHARTERED BANK

1. Lending products: Loans, Credit Cards, Smart Cards, Overdraft Mileage, Mortgages, Professional Loans, Fixed Assets. 2. Deposits Products: Access plus Saving account, Current, 2-in-1 account, NRI, NRE, NRO, Investment Advisory, CEA. 3. Convenience Products:

Demat, Mutual Fund

PRODUCT FEATURES
High liquidity Unlimited transactions Zero interest Any branch banking

FACILITY AVAILABLE
1. Transaction oriented account

MODE OF TRANSACTION
1. 2. 3. Cheques books ATM cards Account can be operated at any or our 39 branches across the country.

SERVICES OFFERED
Cash Delivery Min Rs. 500 and in multiples of Rs. 500 - Max of Rs. 1 Lac Draft Delivery Any amount upto available balance Will be delivered at residence Cheques pick up Other instructions and documents pickup

RULES AND REGULATIONS

The major regulations and acts that govern the banking business are Banking Regulations Act Reserve Bank of India Act Foreign Exchange Regulation (Amendment) Act, 1993 Indian Contract Act Negotiable Instruments Act

Banks lend money either for productive purposes to individuals, firms, corporate etc. or for buying house property, cars and other consumer durable and for investment purposes to individuals and others. However, banks do not finance any speculative activity. Lending is risk taking. The risk should be covered by having prudent norms for lending. The depositors of banks are also assured of safety of their money by deploying some percentage of deposits in statutory reserves like SLR & CRR.

SWOT ANALYSIS (STANDARD CHARTERED BANK)

STRENGHTS Market position is strong Aggressive foreign bank Shareholders return has grown more than 7 times Maintains a position as a leading Asian Cash Management provider Brand - SCBs modern and dynamic look appeals to the growing middle income earners One of the most profitable MNC in India Improved product proposition Better geographic balances Multi-cultural organization that offers opportunities to good managers

WEAKNESS
HDFC, ICICI, ABN-AMBRO, Citibank and HSBC are dominant players Has disadvantage due to last entry Fewer locations as compared to other MNC banks Service delivery perception is weak

10

OPPORTUNITIES
Branch expansion for rapid growth Increase focus on value creation in whole banking Improve shareholders return Build market share in consumer banking as consumer banking continues to offer highest potential for growth Broadening of the demographic base Tie ups with master card networks Integrated sales and service approach Can offer a complete corporate package into under proposed corporate relationship

THREATS
IDBI is pitching in quite aggressively Citibank is expanding in new markets Competitive products and offers from ICICI and HDFC Proposed networking of all branches in next 6 months Reduced business in OECD business

11

RESEARCH METHODOLOGY
RESEARCH OBJECTIVES

The following survey was mainly done with an objective to know the state of mind of an individual who is opening a saving account with Standard Chartered Bank. To know which all others bank are key players. Features and services that influences the customer while he / she is into opening an account with a bank. Customer perception regarding the services provided by the Standard Chartered Bank

DATA SOURCES

The source of data was primary and secondary. We started off with distribution of questionnaire at various places like

Businessmen.

PRIMARY DATA
We interviewed salaried class, Proffesionals, Self-employed and

We also gave customers to fill up the response sheets.

12

SECONDARY DATA

In our case secondary data were collected from: News paper (Economic Times) Information Brochures. On the job training Pamphlets News paper (Economic Times) The information collected from the questionnaire was then tabulated and descriptive analysis was derived from the same. After tabulation of data their analysis was done by which we could come down to the conclusion and write what the people think about the services of the Private sector banks and government sector banks. Are they really good or not?

QUESTIONNAIRE DESIGN / FORMATION

Questionnaire: - A questionnaire consists of a set of questions presented to respondent for their answers. It can be Closed Ended or Open Ended Open Ended: - Allows respondents to answer in their own words & are difficult to Interpret and Tabulate. Close Ended: - Pre-specify all the possible answers & are easy to Interpret and Tabulate.

Types of question included: Dichotomous Questions

Which has only two answers Yes or No.

Multiple Choice Question

Where respondent is offered more than two choices.

Importance Scale
A scale that rates the importance of some attribute.

Rating Scale

13

A scale that rates some attribute from highly satisfied to highly unsatisfied and very inefficient to very efficient

DATA ANALYSIS TOOLS

The analysis has been based on the uses of the standard statistical methods. The data collected have been diagrammatically represented with the help of diagrams such as pie diagram which includes simple pie diagram sub divided or component pie diagrams besides using the different types of pie diagrams.

(I) PIE DIAGRAM

This diagram is used to show the break-up of a total into component parts. In all the diagrams mentioned above, different shades and designs are used to distinguish the various components and key or indexes which is given along with the diagrams to explain the difference.

(II) AREA DIAGRAM

Stacked area, displays the trend of the contribution of each value over time or categories. All the analysis & conclusion are derived from the secondary data collected and primary information sources. All suggestions and recommendations are based upon the conclusion derived from the study.

TIME FRAME
Time given for the project was the limitation on the limits for selection of the sample data. As a result of this a detailed study could not be undertaken

SAMPLING FRAME
BUSINESS CLASS

14

LIMITATIONS OF RESEARCH
I had to work under a time constraint for which I would not gather more information. All places could not be covered especially the remote areas even within the NCR territory. Hence the opinion of many people were left untapped.

Limitations of the Private sector Banks and the reasons for it. The means to over come them will also be evaluated. The major influence on the banking sector is the government which is very difficult to influence. Thus the banking sector have top live with the limitations till the new policy is implemented in their favor. In order to retain the peoples faith loss of revenues are made to keep the customers happy and privileged.

On the basis of the research, give recommendations to improve the current scenario of the banking sector. It predicted future and the ways to overcome policy change.

15

COMPANY PROFILE
OVERVIEW
Through our network of over 500 offices in more than 50 countries, Standard Chartered offers personal financial solutions relevant to you as an individual. We treasure building a relationship with you, developing an understanding of your changing financial needs at different stages of your life.

ONE-STOP FINANCIAL SOLUTION FOR YOUR GROWING BUSINESS

With years of banking experience, Standard Chartered is undoubtedly in a strong position to help growing businesses sail through the complexities they may face. As an international bank with offices in more than 50 countries, we provide the global reach and international recognition that your company deserves. SME Banking offer one of the widest ranges of banking products and services in the market today. Managing a growing business demands most of your time and energy. That is why working with the right bank can help your business sail more smoothly. Your business can avail of our Cash Management products for timely information and easy access to your funds, Credit Facilities with flexible repayment options, Trade Services for domestic/international trade and many other products and services tailored to your specific requirements. For specific offerings in your part of the world, please click into the country web sites: In its unique position as an international bank with strong franchise, Standard Chartered combines an in-depth knowledge of local markets with global product expertise to offer effective financial solutions. The bank capitalises on its onshore presence across Asia, Africa and the Middle East to offer customers convenient and reliable access to the widest range of currency markets, to date local market

16

information, country-specific global risk management strategies, and customised capital raising and liquidity management solutions. With 150 years of emerging market experience, our in-depth understanding of the local market is unrivaled by most other financial institutions, especially in the currencies of Asia, the Middle East and Africa. We are able to meet the needs of local corporates, multinational companies, development organisations, investment and financial institutions, and central banks around the world. Understanding that each customer's needs are unique, Standard Chartered customises Client Solutions for risk management, yield enhancement, liquidity management and debt financing: Structured yield enhancement products to match risk appetites and investment requirements Solutions for currency and interest rate exposures Access to more than 100 onshore and offshore illiquid and restricted currencies US Dollar Liquidity Fund for effective cash management Local currency and G3 currency fixed income and loan syndications Asset Securitisation Structured trade and export financing for importers and exporters Project financing services Corporate advisory services To meet the diverse needs of our customers, Standard Chartered also offers a broad range of Foreign Exchange Products and Services:

MONEY MARKET PRODUCTS

Interest Rate and Cross Currency Derivatives Foreign Exchange, Forwards and Swaps

17

Non-Deliverable Forwards and Exotic Options Money Market Funds Online Electronic Trading Services Global FX and Economic Research Benefits of our Partnership International Network, Local Presence With an international network which spans the major financial centres (New York, London, Hong Kong and Singapore) and the world's emerging markets (India, the Middle East, Africa), we are uniquely placed to meet our customers' needs wherever they are in the world. Innovative Client Solutions We leverage a global perspective to develop creative and effective financial solutions based on our in-depth local market knowledge and understanding of our customers' needs. One-Stop Range of Products and Services We have a full range of foreign exchange and risk management solutions to meet the needs of clients across the world. Standard Chartered is the world's leading emerging markets bank. It employs 29,000 people in over 500 offices in more than 50 countries in the Asia Pacific Region, South Asia, the Middle East, Africa, United Kingdom and the Americas. The Bank serves both Consumer and Wholesale banking customers. The Consumer Bank provides saving a\cs, credit cards, personal loans, mortgages, deposit taking activity and wealth management services to individuals and medium sized businesses. The Wholesale Bank provides services to multinational, regional and domestic corporate and institutional clients in trade finance, cash management, custody, lending, foreign exchange, interest rate management and debt capital markets.

18

With 150 years in the emerging markets the Bank has unmatched knowledge and understanding of its customers in its markets. Standard Chartered recognizes its responsibilities to its staff and to the communities in which it operates.

STANDARD CHARTERED BANKS ON PRIVATE BANKING 10 JULY 2007

Chennai: Multinational bank Standard Chartered is targeting around $1 billion revenue from its private banking initiative in a couple of years. Over the past 10 weeks the bank has rolled out the private banking initiative in markets like Singapore, Hong Kong, India, Shanghai, Jersey, Seoul and London. The bank will start the service in ten more markets over a period of three years. Private banking is an advanced form of wealth management service that Standard Chartered offers to very high networth individuals having at least $1 million in investible resources. According to Standard Chartered Private Bank global head Peter Flavel, in addition to wealth management service our private banking customer will get advice on tax and related matters. Further, the response to a query would be much faster for a private banking customer. He said, as per some estimates, there are around 9.5 million high networth individuals in the world, out of which three million are in Asia and the Middle East regions, and this number is growing. Speaking about the market potential, he said, around 40 per cent of high networth individuals have cash as the largest asset class; 80 per cent of the assets are invested on shore and 70 per cent of high networth individuals have less than half of their assets with private banks. Hence we see huge potential for our private banking initiative, Flavel said.

19

The bank will first tap its wealth management customer base and also would try to extend its corporate banking relationships to private banking. He said the bank's unique selling proposition is that the advice will be tailored to the regional and individual investment preferences. Standard Chartered has hired around 150 relationship managers globally for this new service and plans to hire 300 more over a period of time. Each relationship manager will service around 50 high networth individuals, Flavel said. In India, Standard Chartered is offering private banking services in Mumbai and Delhi with 25 relationship managers. Plans are there to roll out the same in other major cities like Kolkata, Bangalore and Chennai. In India, as per one research study, there are about one lakh dollar millionaires and the number is growing at an annual rate of 20 per cent. The bank manages around Rs10,000 crore for its wealth management customers. While the bank's private banking wing is headquartered in Singapore, the processing hub for Jersey, Singapore, India, Hong Kong and the UAE markets is housed in Chennai. Standard Chartered's wholly owned business process outsourcing (BPO) subsidiary Scope International Private Limited will do the processing for the above markets based out of here. According to chief operating officer, Private Banking, Premod Thomas, the bank chose Scope International based on quality of service, turnaround time and the multi tasking ability of the people. Initially set up as a cost arbitrage opportunity by offshoring processes, Scope International has evolved into a centre of expertise providing risk controlled process efficiency. Scope International's CEO Sreeram Iyer said, annually the BPO processes around 80 million transactions for Standard Chartered.

20

A BRIEF HISTORY OF STANDARD CHARTERED

Standard Chartered is the world's leading emerging markets bank headquartered in London. Its businesses however, have always been overwhelmingly international. This is summary of the main events in the history of Standard Chartered and some of the organizations with which it merged. THE EARLY YEARS Standard Chartered is named after two banks, which merged in 1969. They were originally known as the Standard Bank of British South Africa and the Chartered Bank of India, Australia and China. Of the two banks, the Chartered Bank is the older having been founded in 1853 following the grant of a Royal Charter from Queen Victoria. The moving force behind the Chartered Bank was a Scot, James Wilson, who made his fortune in London making hats. James Wilson went on to start the Economist, still one of the world's pre-eminent publications. Nine years later, in 1862, the Standard Bank was founded by a group of businessmen led by another Scot, John Paterson, who had immigrated to the Cape Province in South Africa and had become a successful merchant. Both banks were keen to capitalize on the huge expansion of trade between Europe, Asia and Africa and to reap the handsome profits to be made from financing that trade. The Chartered Bank opened its first branches in 1858 in Chennai and Mumbai. A branch opened in Shanghai that summer beginning Standard Chartered unbroken presence in China. The following year the Chartered Bank opened a branch in Hong Kong and an agency was opened in Singapore. In 1861 the Singapore agency was upgraded to a branch, which helped provide finance for the rapidly developing rubber and tin industries in Malaysia. In 1862 the Chartered Bank was authorized to issue bank notes in Hong Kong. Subsequently it was also authorized to issue bank notes in Singapore, a privilege it continued to exercise up until the end of the 19th Century. Over the following decades both the Standard Bank and the Chartered Bank printed bank notes in a variety of countries including China, South Africa, Zimbabwe, Malaysia and even during the siege of Marketing in South Africa.

21

Today Standard Chartered is still one of the three banks, which prints Hong Kong's bank notes.

STANDARD CHARTERED IN THE 1990S

Even within this period of apparent retrenchment Standard Chartered expanded its network, re-opening in Vietnam in 1990, Cambodia and Iran in 1992, Tanzania in 1993 and Myanmar in 1995. With the opening of branches in Macau and Taiwan in 1983 and 1985 plus a representative office in Laos (1996), Standard Chartered now has an office in every country in the Asia Pacific Region with the exception of North Korea. In 1998 Standard Chartered concluded the purchase of a controlling interest in Banco Exterior de Los Andes (Extebandes), an Andean Region bank involved primarily in trade finance. With this purchase Standard Chartered now offers full banking services in Colombia, Peru and Venezuela. In 1999, Standard Chartered acquired the global trade finance business of Union Bank of Switzerland. This acquisition makes Standard Chartered one of the leading clearers of dollar payments in the USA. Standard Chartered also opened a new subsidiary, Standard Chartered Nigeria Limited in Lagos, acquired 75 per cent of the equity of Nakornthon Bank, Thailand; and agreed terms to acquire 89 per cent of the share capital of Metropolitan Bank of the Lebanon.

STANDARD CHARTERED TODAY

Today Standard Chartered is the world's leading emerging markets bank employing 30,000 people in over 500 offices in more than 50 countries primarily in countries in the Asia Pacific Region, South Asia, the Middle East, Africa and the Americas.0 The new millennium has brought with it two of the largest acquisitions in the history of the bank with the purchase of Grindlays Bank from the ANZ Group and the acquisition of the Chase Consumer Banking operations in Hong Kong in 2000. These acquisitions demonstrate Standard Chartered firm committed to the emerging markets, where we have a strong and established presence and where we see our future growth. 22

SERVICES PROVIDED BY STANDARD CHARTERED

Through the network of over 500 offices in more than 50 countries, Standard Chartered offers personal financial solutions relevant to you as an individual. Standard chartered treasure building a relationship with the customer, developing an understanding of customers changing financial needs at different stages of your life. Their long heritage of nearly 150 years has enabled them to change with time, offering quality products by means that are convenient to customer.

STANDARD CHARTERED OFFER INCLUDES:

Personal Finance Credit Cards Priority Banking Investment Advisory Services

Personal Investments Insurance Deposits and Retail Services

1. PERSONAL FINANCE
Mortgages In many of the markets where standard chartered operate, especially in key markets of Hong Kong, Singapore, Malaysia, they are reported to be the market leader for mortgages. Their experienced and dedicated teams will guide the individual in every single step to enable him a smooth and hassle-free experience, offering him rates and repayment packages most suitable. Start by trying our "instant approval service.

23

Unique Features:
Low interest rates, option of flat or reducing interest rates Low EMI (equated monthly installments) No hidden costs like processing charge. Everything is done up front. Quick approval and realization. Tax benefits. No unfair collateral demands. A simple mortgage process.

PERSONAL LOANS
Standard Chartered Bank helps the customer to be in control of his/her own finances. Personal Loans, without any guarantees or collaterals, are available to customer to meet specific credit needs. Choose Installment Loan or Revolving Loan, whatever suits best. Whether planning a vacation, re-decorating home, paying for child's college education, or simply wish to have a standby line of credit for unforeseen expenses, Standard Chartered Bank's Personal Loans can help fulfill the dreams. Personal loan is specially designed to get the money need in time, without having to answer unnecessary questions, and without any collateral or mortgages.

UNIQUE FEATURES:
Choose the repayment plan most convenient, ranging from a compact 12month period to a comfortable 36-month span. Free to use the money for renovating house or meeting some unexpected expenses etc. No collateral or security.

24

 Quick and easy processing.

2. CREDIT CARDS
Standard Chartered Visa and Mastercard credit cards Standard Chartered credit cards provide you financial flexibility, worldwide acceptance, and round-the-clock convenience. Standard Chartered Credit Cards offer you Welcomed at the largest number of merchant outlets across the world Revolving credit facility, allowing you to repay your card overdraft over time, at your own convenience Cash withdrawal in local currency at Visa and MasterCard linked ATMs across the world Platinum, Gold or Classic cards to suit your lifestyle and needs Smart credit cards with special privileges and security Attractive rewards programs Affinity and cobranded credit cards that give you additional benefits from our partners World-class service assistance and 24-hour customer helpline Apply now and experience our instant approval service. We look forward to welcoming you as a valued cardmember.

STANDARD CHARTERED VISA AND MASTERCARD CREDIT CARDS

Standard Chartered credit cards provide financial flexibility, worldwide acceptance, and round-the-clock convenience.

25

BENEFITS:
Welcomed at the largest number of merchant outlets across the world. Revolving credit facility, allowing repaying card outstanding over time,

at a convenience. Cash withdrawal in local currency at Visa and MasterCard linked

ATMs across the world. Platinum, Gold or Classic cards to suit lifestyle and needs. Smart credit cards with special privileges and security. Attractive rewards programs. Affinity and co branded credit cards that give additional benefits from

our partners. World-class service assistance and 24-hour customer help line.

3.

PRIORITY BANKING

Experience new standards in banking. And lead a life of privilege and preferred financial solutions tailored perfectly for you - with Priority Banking from Standard Chartered. Designed specially for those who appreciate only the finest things in life, Priority Banking offers the very highest levels of personalized banking to match unique status. By embracing a holistic approach to financial well being and commitment to personal Wealth Management with a full range of innovative products and services, a customer will find banking with a reassuring and secure experience. Bank is committed to helping a plan, build and protect wealth by offering individual attention as well as international banking and investment opportunities to meet current and future needs.

26

Standard Chartered Bank Priority Banking is created specifically for a chosen few individuals, who will settle for nothing but the best and demand the highest standards of service in all your banking relationships.

UNIQUE FEATURES:
Personalized Priority card will give instant recognition of priority status at all branches of Standard Chartered Bank, worldwide. A dedicated Customer Relationship Manager trained to understand specific financial needs and help to manage assets at home and abroad. It is as personalized as can be. Preferential pricing on our various products. Entitled to exclusive benefits. A complimentary pre-approved Gold Standard Credit Card. Commission free VISA traveler's cheques. Special foreign exchange rates. Special invitations to exclusive events. Many account facilities, which are absolutely free of charge.

PRIORITY BANKING. IT'S LIKE OWNING THE BANK. 4. INVESTMENT ADVISORY SERVICES
The Standard Chartered Investment Advisory Services is comprehensive process that assists in planning for future. With this service, they can help to review financial goals, conduct a financial health check, evaluate risk profile and customize an asset allocation plan to realize financial aspirations.

5. PERSONAL INVESTMENTS

27

Standard Chartered is the leading independent distributor of unit trusts and mutual funds in Asia. Because they don't actually manage their own investment funds, they are absolutely objective in fund evaluation process. Bringing unmatched skill, expertise and know how to seek the best performing investments around the world, it can be assured of different investment options and a wealth of informative and relevant updates. With trained Investment Services Consultants from countries around the globe, they can help to make the right investment decisions. Using a unique risk evaluation to gauge the level of risk customer can be comfortable with, coupled with a proprietary fund evaluation process to identify funds, assess risks and shortlist top-performing funds; customer can be ensured of a personalized investment portfolio catered to needs. Standard Chartered Bank Investment services puts a whole new world of possibilities within the reach of people who would like to achieve their financial goals but have many other demands on their time.

UNIQUE FEATURES:
A one-stop shop offering a wide range of investment options to grow your wealth. Available across 8 cities. Trained investment services counselors. Sophisticated research franchise. Impartial and unbiased analysis on options best suited. Tailor made investment plans suited to risk taking ability.

6. INSURANCE

28

Standard Chartered recognizes the things important to customer and his family. They are dedicated to protecting the customer, his family, and his hard earned assets and even his future earnings giving him the assurance he needs. Their strategic alliance with Prudential and CGU Insurance puts us in a very strong position to provide for Life and General Insurance needs. With a comprehensive range of products, Standard Chartered is set to protect the World.

7.

DEPOSITS AND RETAIL SEVICES DEPOSITS

Standard Chartered offers a wide array of deposit products in both local and foreign currencies to help to earn competitive interest rates. Their international network offers an extra convenience while abroad. In some countries, they offer premium interest savings plans like Higher Education Fund to turn the dreams into reality.

RETAIL SERVICES
Standard Chartered offers a comprehensive range of retail services in many countries. These include: Automated banking services. Demand drafts. Foreign exchange services. Local and foreign currency cheques. Safe deposit boxes. Telegraphic transfers. Travelers cheques.

29

ADDITIONAL SERVICES INTERNET BANKING

Youre banking needs now taken care of at the click of a mouse. With Secure Internet
Banking ID and Password, a customer can login and take care of his/her banking and credit card needs at his/her convenience and time. No more queues, no more waiting.

1. PHONE BANKING
As part of commitment to meeting all needs, Standard chartered offer Phone Banking a service that enables you to access a wealth of financial information, 24 hours a day, 7 days a week. Through Phone Banking: Check your account balance. Get details about specific transactions. Inquire about the status of a particular cheque. Order demand drafts. Transfer funds amongst your linked accounts. Get information on deposit rates, lending rates, exchange rates and bank charges. Access information on any of our products and services. Call Room Service to open your account. Make complaints and suggestions. 3.

MOBILE AND E-MAIL ALERTS

Standard Chartered always try and make life simple. Mobile and E-mail Alerts' service is designed just for that.

4. SMARTFILL DEBIT CARD

30

Smart fill Debit Card, launched in association with Bharat Petroleum, will help to save on fuel purchases and even gets you free fuel.

31

UNIQUE FEATURES:

Earn reward points every time you use the card to make purchases ANYWHERE, which you can then redeem for fuel at select Bharat Petroleum outlets.

When the card is use to make purchases at select Bharat Petroleum outlets, the customer don't have to pay the 2.5% surcharge levied on most credit or debit cards.

Smart fill Debit Card is globally valid. It gives access to 12 million merchant establishments worldwide and over 55,000 in India.

A customer can access over 3500 ATMs in India for FREE* and over 750,000 ATMs worldwide through the Visa ATM network.

The card gets an exclusive discount of 5% at select In & Out stores at Bharat Petroleum outlets, besides benefits at leading retail outlets and restaurant.

5.

ATM

Standard chartered ATMs give the freedom to conduct most of the banking transactions 24 hours a day, 365 days a year. The ATM card is and absolutely free. There are no transaction charges on the use of card. What's more, use ATM card at any of the 82 ATM centers across the country.

6.

CREDIT CARD HELP-LINE

As part of commitment to meeting all needs, Standard chartered offer the facility of calling them over the phone to access a wealth of information on credit cards, 24 hours a day, 7 days a week. 7.

ELECTRONIC CLEARING SYSTEM

Standard Chartered introduces ECS (Electronic Clearing System), an innovative facility for busy people. With this facility, Card bill amount automatically gets debited

32

from your savings bank account, so that customer doesnt have to worry about the last minute payment rush. Since this entire process happens through the Reserve Bank of India's electronic clearing mechanism, customer can enjoy the advantages of ECS.

8.

FAX BANKING

Its the most efficient way to stay on top of the business finance. Every day, standard chartered fax a report of all transactions made the previous day. Customer will still receive his/her regular monthly statements.

MAINTANING ACCOUNTS WITH STANDARD CHARTERED DEPOSITS

Demand deposits

Time deposits

Saving account

Current account

Fixed deposits

Individual

Twin-one account

Parivaar account

Saving account

AWARDS
2006 has been a bumper year for awards won by Standard Chartered, please find below some of the major awards won. For the full list of awards, please.

33

THE BANKER AWARDS 2006

The Global Bank of the Year Award

RETAIL BANKER INTERNATIONAL AWARDS 2006

Best Retail Bank in Asia Pacific

THE HONG KONG COUNCIL OF SOCIAL SERVICES 2005-2006

Total Caring Company

ACHIEVEMENT AWARD 2006

Finance Asia Best Taiwan Deal Standard Chartereds $1.2 billion acquisition of Hsinchu Bank

EURO MONEY AWARDS FOR EXCELLENCE

FULL RANGE OF FINANCIAL TOOLS TO MAKE YOUR MONEY WORK HARDER Having accurate, up-to-date financial information at the right time and place is crucial to business decision-making. We offer you financial tools to manage your business cash flow more efficiently and effectively. Our cash management offers include Internet Banking, FAX Banking, Phone Banking, ATM Services and Courier Service. Enterprises which have a high number of payment and collection transactions will find our PC-based Electronic Banking Services, National Payment Services and International Collection Services invaluable -- saving you both time and money.

TRADE SERVICES
International trade is your business. Making it go faster is ours. Standard Chartered has met your need by substantially upgrading its internet banking system into one of the most comprehensive platforms available. You now need only one consolidated channel for all your trade transactions the same channel that links you to a host of other cash management solutions.

34

Straight2Bank Trade Finance is our premium trade internet banking service that helps you maximise the benefits the internet can offer your business. We provide services that ensure prompt payment for your letters of credit and documentary collections. We also provide expert processing of documentary transactions to help you get goods or funds faster. Add to that an international network that supports you where you do business.

EXPORTS
Export Letter of Credit Advising Benefit from prompt advising of Export Letter of Credit from a wide international network through Standard Chartered. Export Letter of Credit Safekeeping Rather than be inconvenienced by having to come to the Bank to collect your Export Letter of Credit, Standard Chartered will safe keep your original and send you a working copy to facilitate the preparation of documents. Export Letter of Credit Confirmation Exporters may deal not only with unknown foreign buyers, but also with their banks which are less well known institutions and whose Letter of Credit (LC) may not be sufficient comfort. By requesting Standard Chartered to confirm your export LCs, you obtain our guarantee of payment for document presented in compliance with the credit. Pre-shipment Export Financing We provide pre-shipment finance against irrevocable Letters of Credit from or purchase orders in a number of currencies to allow you to trade with confidence. If you need to fulfil a sales contract but need funds to purchase raw materials or process goods for export, Standard Chartered offers you pre-shipment export financing in a variety of currencies. Letter of Credit Checking and Negotiation 35

Standard Chartered's thorough checking standards will reassure you that your documents will not be rejected. Strict service standards are applied to ensure that your documents are negotiated and despatched quickly. Export Bills for Collection Simplify dispatch tracking of payment and reconciliation of your export collections when you choose Standard Chartered's Documents against Acceptance, Documents against Payment or Clean Collections. Discounting of Export Collections is also available. Export Invoice Financing To tide over any cash flow problems arising from credit terms to the buyers, the exporter may obtain invoice financing pending buyers payment. Document Preparation Benefit from lower costs, faster processing and fewer errors - outsource to Standard Chartered the paperwork and administrative functions related to your export activities based on your Letter of Credit or Purchase Order.

IMPORTS LETTER OF CREDIT

A Standard Chartered Letter of Credit gives you the assurance from a world class bank when dealing with unfamiliar suppliers, you can be confident that payment will not be made until the documents are received and verified to be in order. Import Bills for Collection By informing your supplier to send their shipping documents to Standard Chartered, you will enjoy prompt advice upon our receipt of documents and efficient payment according to your instructions. Shipping Guarantee

36

To operate your business efficiently, it is vital your goods be cleared expeditiously. By issuing a shipping guarantee in the shippers favour, Standard Chartered facilitates prompt clearance of goods until bills or lading are received. Import Financing Standard Chartered will be able to provide financing solutions to pay for the suppliers documents under Letter of Credit or Import Collections. Open Account Invoice Financing is also available. Performance Bonds and Other Guarantees Standard Chartered offers tailored solutions to meet all your Performance Bond and Guarantee needs.

PRODUCTS AND SERVICES OFFERED BY THE STANDARD CHARTERED BANK

4. Lending products : Loans, Credit Cards, Smart Cards, Overdraft Mileage, Mortgages, Professional Loans, Fixed Assets. 5. Deposits Products: Access plus Saving account, Current, 2-in-1 account, NRI, NRE, NRO, Investment Advisory, CEA. 6. Convenience Products: DEMAT, Mutual Fund

SAVINGS ACCOUNTS
An account primarily opened for and operated by individuals, wherein the number of transactions are few and which give the customer liquidity, with the facility to earn some interest on the residual balances.

ELIGIBILITY
NRIs 37 Indian Residents

Clubs, Associations, Trusts and Registered Societies HUF (Hindu Undivided Family) Foreign Nationals (QA-22)

PRODUCT FEATURES
Account can be in sole name or in joint names Minimum balance Minimum Quarterly balance of Rs. 10000 to be maintained in a

Savings account. Non maintenance of minimum balance, attracts a ledger fee of

Rs. 750 per quarter

OTHER FEATURES
Cheque Books ATM cards Account can be operated at any of our 39 branches across the country. Transaction oriented account Mode of Transaction

FACILITIES AVAILABLE
Statement of accounts at any desired frequency Quarterly Monthly Weekly Daily Demand drafts/pay orders to nominal charge 38

Local and outstation cheque clearing Standing instructions To make regular recurring payments

FACILITIES AVAILABLE
Instant transfer of funds between an account in one branch at a self

styled account in another. person Stop payment of cheques POA (Power of Attorney) to operate an account can be given to a third

MINOR SAVINGS ACCOUNT

purposes Converted to major once the minor attains majority (18 years) Account in the name of the minor. Guardian should be a co-holder. Account clubbed with other accounts of the Guardian for all taxation

TERMS DEPOSITS
A term deposit is a deposit held for a contracted period of time and a contracted rate of interest. The rate of interest for term deposits is higher than that applicable for a normal savings account and penal rates of interest is applicable if the deposit is withdrawn before the contracted period. Periods ranging from 15 days to 5 years Wide variety of options Short term deposits

39

Simple fixed deposit Reinvestment deposit Monthly income plan Recurring deposit Options of simple interest and compound interest

TAX IMPLICATIONS
Interest from bank deposits, upto Rs. 5000p.a. exempt from IT. If interest p.a. per customer crosses Rs. 5000, we deduct tax at source

and give the customer an interest paid certificate and a TDS certificate.

OTHER FACILITIES
Auto renewal: in the absence of any instructions from the customers,

deposits are renewed from the date maturity for a similar tenor. Easy access deposits: overdraft against fixed deposits: upto 90% of the

value of the deposit given as an OD at PLR +Interest tax.

MY MONEY DEPOSIT
Deposit held in units of Rs. 1000 each (a deposit of Rs. 10,000 will have 100 units of Rs. 1000 each) When a deposit holder requires only a part of the total amount invested, the required number of units can be broken and given to the customer. The Balance deposit continues at the original rate of interest. Give customer the benefit of FD returns and the liquidity of a normal transaction account.

PHONE BANKING
Customer Request

40

Request for duplicate transaction advices/DCA Stop payment Reporting of lost ATM cards Duplicate statement request Order of cheque book Request for interest TDS certificates Request for any other archived information Complaints/query handling All doorstep banking services can handled by the customers on

request handled to of call centers like: Account to account transfer Draft issues Term deposit issuance and renewal instruction Term deposits partial withdrawal/breaks Account balances and Tax history Other account information like limits, interest rate on deposits, maturity date, tenor of deposit etc. - Loan and deposit product enquiry -General Enquiry (relates to SCB/SCGB offices and network etc.) -ATM related enquiry ATM functioning guidance Covered separately in Delhi Several financial transactions can be handled through phone,

41

ATM malfunction escalation -Basic product service related information like Daily exchange rates Fees and service charges -Interest rate structure

DOORSTEP BANKING
Rationale for offering doorstep banking Increase customer convenience Reduce traffic at branches and migrate them to alternate channels of distribution Generate fee income for the bank Plug "Gaps" in our service offering vis--vis competition

SERVICES OFFERED
Cash Delivery Min Rs. 500 and in multiples of Rs. 500 Max of Rs. 1 Lac Cheque pick up Other instructions and

documents pickup

Draft Delivery Any amount upto available balance Will be delivered at residence

10 A.M. - 7 P.M., 365 DAYS BANKING

All our branches are open 10 am - 7pm of SCG 9.00 am-6.30 pm SCB 42

(SCB Saturday 9.30-1.30) Selected branches across the country (3 in Delhi, 2 in Mumbai and1 in Chennai) are open 365 days a year, even on Sunday and other holidays. Selected branches across country (1in Delhi, 1in Mumbai, 1 in Chennai are open 365 days a year 24 hrs a day.

ANY BRANCH BANKING

All branches across the SCB& SCGB network connected on a common backbone. Branch customer to "Bank customer" Accounts can be accessed at any branch Account holders can enquire on their account from any branch Withdraw cash/transact on their account from any branch Transfer funds between two Standard Chartered Grindlays bank accounts instantaneously, across cities.

ATM
ATM's across the country Enhanced ATM features withdraw upto 25000 per day from any ATM balance enquiry On-line mini statements, (listing out the last ten transactions Link upto 4 accounts on the same card-Don't need to carry multiple cards around Transfer funds between linked accounts Withdraw/deposit cash Deposit cheques 43

Request for a statement of accounts Request for a cheque book Change PIN to easy to remember four digit sequence

365 DAY LOCKER ACCESS

Safe deposit vaults are kept for the enabling accounts holders to keep their valuable locked: at a fee The lockers can be accessed even on a holiday All branches having lockers will be open for locker access for 365 days.

ACCOUNTS FOR NON RESIDENT INDIANS

Who is a non resident Indian A non resident Indian is an Indian citizen who is residing abroad for an identifinite period (minimum of 181 days) for the purpose of employment, business or other purpose. A foreign citizen of an Indian origin as defined in the exchange control manual is also treated as a non resident Indian for the purpose of opening an account in India. Overseas corporate bodies, where non resident Indians hold more than 60% share can also open accounts in India under non resident Indian category. Non-resident special rupee (NBRSR) NRSR account is like any other resident account. It can be maintained as savings account, current account or a term deposit. The account is maintained in INR and both the interest and the balance is non-repatriable and therefore can not be remitted out of India. Thee are no restrictions on debits and credits in this account.

44

Non-resident non repatriable account (NRNR account) NRNR account can be opened only as a fixed deposit. The account can be opened only with funds remitted from abroad or by of reform NRE/FCNR accounts. This is maintained in the balance is non repatriable but the interest earned on the balance can be repatriated. Non-resident external account (NRE account) NRE account is re-patribale account as the credits allowed in the account are only foreign inward remittances and some other credits of repatribale nature. The account is maintained in INR. This account can also be opened as savings, current or a term deposit account. The credits in the accounts are restricted only to inward foreign remittances or to any other credits which are repatriable in nature. Non-residdent ordinary account (NRO account) NRO account is like any other resident account. It can be maintained as Savings account, Current Account or a term deposit. The account is maintained in INR, and the balance is non repatriable and therefore can not be remitted out of India. The interest earned on the balance however, is repatriable. There are no restrictions on debits and credits in this account. Non-resident Indians accounts Non-Resident Ordinary Account (NRO A/C) Non-Resident External Account (NRE A/C) Non-Resident Non-Repatriable Account (NRNRA/C) Non-Resident Special Rupee Account (NRSR A/C) Foreign Currency Non-Resident Account (FCNR A/C) Returning Indians Foreign Currency Account (RFC A/C)

Foreign Currency Non-Resident Account (FCNR)

45

FCNR accounts are opened in 4 designated currencies (US dollar, Sterling Pound, Japanese Yen and Deustche Marks) as term deposits for a period ranging between 6 months to 3 years. The accounts can be opened only with funds remitted from abroad or with funds transferred from NRE account.

FOREIGN CURRENCY ACCOUNTS FOR RESIDENTS

Returning Indians Foreign Currency account (RFC A/C) This foreign currency accounts is opened only for those returning Indians who were reseeding aboard continuously for a minimum period of 1 year. The account is maintained in any permissible foreign currency as a savings, current or a Term Deposits. The account can be opened with the foreign exchange brought by the returning Indians at the time of return. It can be opened by transfer of balance in NRE or FCNR account of the returning Indian Exchange Earners Foreign Currency Account Indian-residents who earn foreign exchange in course of their business or occupation like exporters can open an account maintained in any permissible foreign currency. The amount that can be credited to this account is restricted to 25% of the exchange earnings. Documents required to open NR account

FOR INDIAN PASSPORT HOLDERS

Copy of passport including page of Valid Visa/Work Permit Last arrival stamp page of passport Proof of NR status (work/Residence permit, Letter from Overseas companyappointment letter etc.

46

FOR FOREIGN PASSPORT HOLDERS

Copy of passport Proof of Indian origin

Note: Incase documents are send by post all the photocopies has to be attested by Notary public, Bank or Indian High Commission Accounts of Resident Foreign National Accounts in the name of foreign nationals residing in Indian, can also be opened as per provisions of Exchange Control Manual of RBI. These accounts are known as Expatriate Accounts. The account is maintained in INR and is just like any other resident account. The credits to this account is restricted to the source declared at the time of opening the account. A foreign national residing (not permanently) in India can open Savings, current or a term Deposit.

AXCESS PLUS SAVINGS ACCOUNT

The Standard Chartered Bank have launched the Axcess Plus saving account as a premium product placed in the market with maintenance of minimum quarterly balance of 10,000/- The product in supposed to be targeted to a specific group elite of customers. This will help to increase the volume and as such the profitability of the company. The name axcess plus means that the account is accessible anywhere anytime, as well as it will be an innovative and convenient services for the customers needs.

47

CHARGES WITH STANDARD CHARTERED AXCESS PLUS?

You get four free cash withdrawals at over 1800 ATMs in 40 cities

across India with your debit card-that is one free transaction for every week. Thereafter, transactions are charged at the rate of Rs. 40 per cash withdrawal (which is the lowest among all banks) in India Access to 650,000 ATMs in over 100 countries worldwide through the Unlimited cash withdrawals and ATM services on SCB/SCGB ATMs

Visa network at a nominal fee of Rs. 120 per cash withdrawal. Balance inquiry at all VISA Electron ATMs in India and abroad at a

charge of Rs. 15 per transaction. 10,000 You pay no annual fees for the first year. Thereafter, there would be a You need to open a savings account with minimum balance of Rs.

nominal annual fee (Rs. 100) which will be charged to your account For details, please refer to the Schedule of services charges.

HOW DOES aXcessPlus WORK?

The debit card is the key Shopping convenience: sign over 25,000 merchant outlets in India, 10 million globally Use money in your account to shop, dine and travel With the convenience of a payment card accepted at any merchant outlet that displays the Visa electron

48

The debit card helps you to: pay conveniently stay in control of your fiancs get benefits: rasoi, travel cash back, fab deals and more.

A debit card helps you make a purchase and pay for it immediately- without ever having to carry cash or cheques. Its a little like writing an instant cheque or eve better, like having an ATM in every store. A debit card is different from a credit card because there is no credit taken by you (you use your own money), no monthly payment and no overspending. Debit cards are now accepted at 25,000 leading stores in 25 merchants who accept this card is expected to grow very quickly. A debit card is the modern way of banking within three years, there will be more debit cards I India than all credit cards and charge cards put together. HOW DO THE aXcessPlus ACCOUNT BENEFITS? Cash access: where you want, when you want i.e axcess to other banks

ATMs as well. instead. Stay in control of your expenses: easier money management, keep Shopping convenience: no need to carry cash, use the debit card

track of your purchases Get more from your money: save on shopping , travel, dining and more. Security safer than cash Global acceptance: travel the world with one card. banking hours room service locker facility.

49

 They are: -

There are some unique insurance benefits available with this account.

lost card cover: an insurance cover of 50,000/- in the event of

you losing the card. Global purchase protection: purchase of goods upto Rs. 15,000

are automatically insured against loss due to theft and fire. Personal accident policy: personal accident cover for Rs.

2,50,000 if you maintain an average quarterly balance of Rs. 50,000 in your account. Lost Card: An insurance cover of Rs. 50,000 is given in the unfortunate event of losing the card, if the customer immediately informs the nearest Standard Chartered Bank branch or call phone banking. Purchase protection: Purchase of durable goods up to Rs. 15,000 are automatically insured against loss due to theft and fire. Personal accident: Standard Chartered Bank customer is entitled to a personal accident cover for Rs. 2,50,000 if you maintain an average quarterly balance of Rs. 50,000 in your account. FAB DEALS, RASOI, TRAVEL CASH BACK AND DISCOUNTS Shopping benefits using debit card: obtained. Rasoi: offers and discounts at 130 top restaurants in 9 cities in India. Travel cash back: discounts on domestic and international air tickets. In addition to all this their exciting discount vouchers available with the Fab deals: attractive discounts and privileges at merchant outlets are

Standard Chartered Debit card.

50

2-IN1 ACCOUNT The best of both worlds A unique account that offers you double advantage, letting you earn the High interest rate of a fixed deposit while you enjoy the flexibility of a savings & current account. Unique Features Earn fixed deposit interest rates Enjoy the flexibility of a Savings or a Current Account Free personalized cheque book and ATM card Flexibility of withdrawing money whenever you need it Deposit more money in your account to earn a higher rate of interest by simply filling a subsequent deposit slip Phone Banking for account related information at your fingertips

ME STANDARD CHARTERED ONLINE The customers can use the internet facility to do banking with Standard Bank. Online one can apply for the products like cards, loans or banking account online Open a deposit online Order for a draft Order a cheque book Stop cheques Deposit maturity instructions

Personalization The customer can customize his virtual bank to suit your preferences like

51

reminder service personal service ambassador nick name personal email box

Account information can be obtained to To know the balance in the account at the comfort of ones home or service. To get all the accounts in summary sheet-this shall include credit cards, loans, deposits and savings accounts. To view and print details of the transactions in the accounts up to 90 days To know it cheques issued by the account holder have been debited to the account. The fund transfer and payment facility can be also assessed by the customer in the following manner In order to transfer money between the customer account or third party account from home or office. No cheques are needed to be written in order to do this transfer Credit bills can also be paid without writing a cheque. All the details of the payments will be provided by the banks itself.

52

DATA ANALYSIS AND INTERPRETATION

STANDARD CHARTERED BANKS 5. 77% of the people transact with the bank once twice in a week 23% transact fortnightly with the bank. FREQUENCY OF TRANSACTION

77%

80% 70% 60% 50% 40% 30% 20% 10% 0%

Once / twice in a week Fortnightly 23%

53

RATING OF TRANSACTION 54% of the people find their transaction with the banks as excellent.

54% 60%

50%

40%

31%

30%

20%

15%

10%

0% Excellent Good Average

31% of the sample size rate their transactions with the bank as good 15% of the sample size rate their transactions as average.

54

SERVICES PROVIDED BY DIFFERENT STANDARD CHARTERED BANKS 77% people holding accounts in their respective banks enjoy the tele banking facility. 62% people holding account in their respective banks enjoy internet banking. 70% people holding accounts in their respective banks enjoy the tele draft facility. 92%of the people holding account in their respective banks enjoy the credit card facility. 46% of the people holding accounts in their respective banks enjoy the service of delivery of cash at their door step. 100% of the people holding account in their respective accounts enjoy the ATM services.

ATM Services

100%

Delivery of cash at doorstep

46% 92% 70%

Credit card facility

Teledraft facility

Internet banking

62% 77%
0% 20% 40% 60% 80% 100% 120%

Telebanking

55

54% of the sample size said that the above services come for a cost but all of them are happy with these services even though they have to pay for it.

For the rest 46% of the sample size the above mentioned services do not come for a cost as they fall in bracket of premium segment clients in their respective banks and therefore they too are very happy with the services.

77% of the sample size finds the service for remitting cash at their respective banks very fast.

Whereas 23% find the service of remitting cash at their respective banks average. No respondent has rated the service of remitting cash in these Standard Chartered banks as slow.

56

REMITTING CASH

77% 80% 70% 60% 50% 40% 30% 20% 10% 0%

Very fast Average

23%

77% of the sample size believe that these Standard Chartered banks give them personal attention with which they make their customer feel special. Whereas 23% of the sample size believes these Standard Chartered banks do not give any personal attention.

57

PERSONAL ATTENTION GIVEN BY STANDARD CHARTERED BANKS

No 23%

Yes 77%

ICICI BANK ANALYSIS 23% of the sample size transacts with their respective banks once or twice in a week. Whereas 77% of the sample transact with their respective ICICI Bank fortnightly.

58

FREQUENCY OF TRANSACTION

77% 80% 70% 60% 50% 40% 30% 20% 10% 0%

Once/twice in a week Fortnightly

23%

RATING OF TRANSACTION 15% of the sample size finds the time taken in remitting cash as very fast. 46% of the sample size finds the time taken in remitting cash as average. Whereas 39% of the sample find the time takes in remitting cash as slow.

59

% of the sample size feels that these ICICI Bankdo give them personal attention.
46%

50% 45% 40% 35% 30% 25% 20% 15% 10% 5% 0%

Very fast Average Slow

39%

15%

Whereas on the contrary, 69% of the remaining sample believes that their banks lack the skills of giving personal attention.

60

46% 50% 45% 40% 35% 30% 25% 20% 15% 10% 5% 0%
Very fast Average Slow

39%

15%

61

SATISFACTION WITH THE SERVICES PROVIDED 38% of the sample size is happy with the services with what their respective banks are offering. Whereas 62% of the sample is not satisfied with the services and is not happy with the services of what is being offered to them.

Yes 38%

No 62%

62

SERVICES PROVIDED BY ICICI BANKS 23% of the sample size enjoys the facility of telebanking facility provided by their respective banks. 15% of the sample size enjoys the facility of doing banking through the net. 15% of the sample size enjoys the teledraft facility. 15% of the sample size enjoys the credit card facility provided by their respective banks. 54% of the sample size enjoys the facility of an ATM provided by their respective banks. Whereas No respondent enjoys the facility of providing cash at their doorstep by their respective banks.

ATM Services Delivery of cash at doorstep

54%

Credit card facility

15% 15%

Teledraft facility

Internet banking

15% 23%
0% 10% 20% 30% 40% 50% 60%

Telebanking

63

COMPARISON 85% of the sample having both Indian as well as Standard Chartered bank accounts have said that Standard Chartered banks are providing better and good services than the ICICI Banks. Whereas 15% feel that both of them i.e. the Standard Chartered and Indian banks are providing them with good services. No respondent has said that ICICI Bankalone are providing better services than the Standard Chartered banks.

90% 80% 70% 60% 50% 40% 30% 20% 10% 0%

85%

15%

0% Good services provided by private sector banks Good services provided by Government sector banks both the banks alone providing good service

64

PERSONAL OPINION REGARDING SECURITY 15% of the sample size believe that the ICICI Bankare more safer and their money is more secure in these banks than in Standard Chartered banks. But majority of the sample size i.e. 77% of the respondents feel that the their money is more secure in the Standard Chartered banks. Only 8% believe that their money is more safe in both the banks.

Both banks 8%

SBI Bank 15%

Standard Chartered Bank 77%

65

PERSONAL OPINION REGARDING CONVENIENCE 77% of the sample size believe that the Standard Chartered banks are more convenient as compared to the ICICI Banks. 23% respondents are of the view that ICICI Bankare more convenient than the Standard Chartered banks.

77% 80% 70% 60% 50% 40% 30% 20% 10% 0%

Standard Chartered Bank ICICI BANK

23%

66

COMPARISON OF SERVICES 100% of the respondents agree unanimously that the ICICI Banks are providing better services than the Standard Chartered banks.

Inspite of Standard Chartered banks having an edge over the ICICI Banks as in the
100% 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0%
ICICI Bank Standard Chartered Bank

0%

services provided by them, still no respondent is ready to transfer its existing Standard Chartered banks account to the existing Standard Chartered bank account.

67

RAW DATA (in percentage) Particulars Standard Chartered ICICI Bank Bank Transactions with the banks Once /twice in a week Fortnightly Rating of the transaction Excellent Good Average Services provided by the bank Telebanking Internet banking Teledraft facility Credit card Delivery of cash at doorstep ATMs Are services coming for a cost Yes No Particulars 54 46 77 62 70 92 46 100 23 15 15 15 0 54 54 31 15 15 40 55 77 23 23 77

Standard Chartered ICICI Bank Bank

68

Happy with the services Yes No Time taken to remit/withdraw cash Very fast Average Slow Do these banks give personal attention Yes No 77 23 31 69 77 23 0 15 46 39 100 0 38 62

69

CONCLUSIONS AND FINDINGS

After completing my thesis I can say that Standard chartered Bank is one of the top banks performing in India. It was started in 1955 and since then it has kept its dignity in spite of increasing competition. It has collaborated with certain foreign companies in order to increase its asset value and goodwill. It has been dealing in many products like accounts, demats, loans, cards etc. The marketing strategies adopted by the bank are innovative and impressive. Since majority of population stays in villages the bank has to explore the rural markets also. In addition to this the bank should have a branch in every city of the country. By keeping a regular check the operating cost can be minimized. The main aim of the bank should be bringing money from other countries to India. From the findings it is clear that there is an intense competition in banking industry and as a result prices are declining at a regular pattern. The reason for this increasing competition is the increase in demand and aggressive promotional campaigns done by the banks. After completing my thesis I can say that Standard chartered Bank is one of the top banks performing in India. It was started in 1955 and since then it has kept its dignity in spite of increasing competition. It has collaborated with certain foreign companies in order to increase its asset value and goodwill. It has been dealing in many products like accounts, demats, loans, cards etc.

70

The marketing strategies adopted by the bank are innovative and impressive. Since majority of population stays in villages the bank has to explore the rural markets also. In addition to this the bank should have a branch in every city of the country. By keeping a regular check the operating cost can be minimized. The main aim of the bank should be bringing money from other countries to India. From the findings it is clear that there is an intense competition in banking industry and as a result prices are declining at a regular pattern. The reason for this increasing competition is the increase in demand and aggressive promotional campaigns done by the banks.

71

RECOMMENDATIONS
Because of the stiff competition of various banks in the market, focus of Indian Bank should be immense on advertisement and promotion.

ATM facility should be given to the students with "Zero balance of debit" so that

the students can easily get money at any time and at anywhere they want. Sunday should be made as a full working day for both the branches so that people

will easily transact at any time. News papers mainly, Times of India, Hindustan Times and Economic Times and

different magazines should be kept for the customers by which they feel relaxation until their transactions are over. Proper feedback system should be there and feed back forms should be kept for the

customers. These forms should be filled up by the customers coming into the bank and it should be collected on daily basis. By analysing these bank will easily come across its feedback and

accordingly modify them. So that the customers will feel proud of themselves as well as their bank. The head office should appoint smart and handsome/beautiful employees in the

metro cities so that customer will feel proud over themselves. One person should be appointed at every branch of Delhi for the collection of

outstanding payments.

72

In case of Sundays pamphalets of various schemes should be distributed along

with newspapers mainly Times of India, Hidustan Times and Economic Times. So that people will easily come across our bank and its schemes. Interior space should be extended so that people will freely move during

business/rush hours. Information regarding the bounced cheques should be immediate informed to the

concerned person so that he/she can arrange some alternatives. Variable recurring deposit scheme should be more flexible our customers

suggested that variable RD scheme should include daily/weekly/fortnightly submission of instalments. In case of vehicle loan, some percentage of discount should be given to the

customers on purchase of new vehicle either 2-wheeler or 4-wheeler from the company side on the reference of the bank. Proper water and toilet system should be provided in both the branches for

customers and bank employees and that should be well noticed to everybody.

73

ANNEXURE
Questionnaire
[This is to get the general information from all the customers, what they thinkabout the bank and how standard chartered can be an ideal bank] Name : Occupation: Location: Q.1. How many times you visit the Banks? a) b) Once/ twice in a week Fortnightly

Q.2. Yours views on banks overall performance? a) b) c) d) Excellent Good Satisfactory Poor

Q.3. What kind of different services provided by Banks? a) b) ATM services Delivery of cash at doorstep

74

c) d) e) f)

Credit card facility Tele draft facility Internet banking Tele banking

Q.4. Are services coming for a cost ? a) b) Yes No

Q.5. Are you satisfied with services provided by banks? a) b) Yes No

Q.6. How much time taken to remit/withdraw the cash? a) very fast b) average c) slow Q.7. Do these banks give personal attention? a) b) Yes No

75

Q.8. Which sector banks provide better services? a) b) c) Standard Chartered banks SBI sector banks Both

Q.9. Which facility provide by the bank, you like the most?

Q.10. Can you suggest some ways by which it is possible to attract customers? a) b) c) d) e) Staff Efficient Staffs pleasing personality Transaction Accessibility of location Any other ( please specify _______________________)

76

BIBLIOGRAPHY
Banking : The Network is the bank, by Yogesh Sharma, Dataquest, January 31, 2006 Race will end in survival of the fittest, The Financial Express, November 29, 2006. The Times of India, 26 July, 2007 The future is in e-banking by Mr. K.V. Kamath (Managing Director, ICICI), April 14, 2007 Business Line. RBI road map for banking, The Indian Express, July 21,2007 Web-sites: www.bankersindia.com www.indiinfoline.com www.indianexpoterregister.com www.einnews.com www.bis.org www.standardchartered.com www.newspaperarchieve.com http://www.sbibank.com

77

http://us.rd.yahoo.com/finance/industry/quote/marketmod/*http://finance.yahoo.co

m/q/bc?s=^yhoh211&t=1d http://us.rd.yahoo.com/finance/industry/quote/marketmod/*http://finance.yahoo.co m/q/bc?s=^yhoh211&t=1d http://www.statebankofindia.com/viewsection.jsp?id=0,1,20,115 www.statebankofindia.com

78