COMPANY PROFILE

Yes Bank, Indias new age private sector Bank is the outcome of the professional commitment of its founder Mr. Rana Kapoor supported by his highly competent top management team to establish a high quality, customer centric, service driven, private Indian Bank catering to the Future Industries of India.Yes Bank has adopted international best practices, the highest standards of service quality and operational excellence, and offers comprehensive banking and financial solutions to all its valued customers. A key strength and differentiating feature of Yes Bank is its knowledge driven approach to banking and an unprecedented customer experience for its retail and wealth management clients.

Yes Bank is steadily building corporate and institutional banking, financial markets, investment banking, corporate finance, business (Small &Medium Enterprises) and transaction banking, international banking, retail banking and wealth management business lines across the country. The Banks constant endeavour is to provide a delightful banking experience expressed with simplicity, empathy, and totality.

Yes Bank understands the financial needs of the Government of India, in its progress and development role of a Growing India through Yes Banks Knowledge Banking approach and the objective of being the Bank for an Emerging India. Yes Bank remains committed to serving this specialized segment. Yes Banks knowledge Bankers deliver innovative, structured and comprehensive solutions through a Money Doctor approach focusing on diagnostic and prescriptive attention to detail. This is facilitated through Yes Banks Technology leadership delivering proven, easy-to-use solutions for Government Undertakings and agencies. Yes Bank has provided financial and advisory services to Ministries of the Union Government, State Governments, Central and State Public Sector Undertakings (PSUs) and Agencies.

In a short span of over three and a half years the Government Relationship Management (GRM) team has developed robust relationships with over 100 entities. The GRM team is committed to the core values of client orientation, innovation and superior service experience that exemplify all Businesses at Yes Bank. GRM team is providing the Knowledge Advisory, Liquidity Management and Investment Products, Transaction Banking, trade finances, cash management services, Treasury services, Forex Remittances, debt capital markets, investment managements, corporate salary accounts, Advisory structured transactions, term loans, and cash credit limits to various government operations like IFFCO, SAIL, Airport Authority of India, IOCL, NDPL, HPCL, Bridge & Roof co.(India) ltd and many more.

INTRODUCTION The oldest bank in Indian Banking industry is the State Bank of India being established as the Bank of Bengal in Calcutta in June 1806. The first fully Indian owned Bank was the Allahbad Bank, which was established in 1865. By the 1900s, the market expanded with the establishment of Banks such as Punjab National Bank, in 1895 in Lahore and Bank of India, in 1906, in Mumbai. The Reserve Bank of India formally took on the responsibility of regulating the Indian banking sector from 1935. After Indias independence in 1947, the Reserve Bank was nationalized and given broader powers. In the early 1990s the then Narsimha Rao government embarked on a policy of liberalization and gave licenses to a small number of private Banks, which came to be known as New Generation tech-savvy banks, which included banks such as Global Trust Bank (the first of such generation banks to be set up) which later amalgamated with Yes Bank, UTI Bank (Now re named as Axis Bank), ICICI Bank and HDFC Bank. This move, along with the rapid growth in the economy of India, kick started the Banking sector in India, which has seen rapid growth with strong contribution from all the three sectors of Banks, namely

Government Banks,

Private Banks, and

Foreign Banks

The next stage for the Indian Banking has been set up with the proposed relaxation in the norms for Foreign Direct Investment (F.D.I.), where all foreign investors in banks may be given voting rights which could exceed the present cap of 10%, at present it has gone up to 49% with some restrictions. The new policy shocks the banking sector in India completely. Bankers, till this time, were used to the 4-6-4 method (borrowing at 4%; lend at 6%; go home at 4) of functioning. The new wave ushered in a modern outlook and tech-savvy methods of working for traditional Banks. All this led to boom in India. People just not demanded more from their Banks but also received more.

In March 2006, the Reserve Bank of India allowed Warburg Pincus to increase its stake in Kotak Mahindra Bank (a private sector bank) to 10%. This is the first time an investor has been allowed to hold more than 5% in the private sector Bank since the RBI announced norms in 2005 that any stake exceeding 5% in the private sector banks would need to be vetted by them. In (2007), banking in India is generally fairly mature in terms of supply, product range and reach-even, though reach in rural India still remains a challenge for the private sector and foreign Banks. In terms of quality of assets and capital adequacy, Indian Banks are considered to have clean, strong and transparent balance sheets relative to other Banks in comparable economies in its region. The Reserve Bank of India is an autonomous body, with minimal pressure from the government. The stated policy of the Bank on the Indian Rupee is to manage volatility but without any fixed exchange rate and this has mostly been true. With the growth in the Indian economy expected to be strong for quite some time especially in its service sector-the demand for Banking services, especially retail banking, mortgages and investment services are expected to be strong. One may also expect M&As, takeovers, and asset sales.

Currently, India has 88 scheduled commercial banks (SCBs)

28 public sector banks (that is with the government of India holding a stake),

29 private banks (these do not have government stake; they may be publicly listed and traded on stock exchanges)

And 31 foreign banks.

They have a combined network of over 53,000 branches and 17,000 ATMs.

According to a report by ICRA limited, a rating agency, the public sector banks hold 75% of total assets of the banking industry, with the private and foreign banks holding 18.2% and 6.5% respectively. The annual growth in bank credit to the commercial sector is at 25.4% as on March 31, 2007 and was lower than 27.2% against previous year. Till 2010, retail banking is expected to grow at a CAGR (compounded average growth rate) of 28% to touch a figure of INR 9,700 billion. This requires expansion and diversification of retail product portfolio, better penetration and faster service mechanism.

The report on Retail Banking industry in India covers industry segments like housing loan, auto loan, personal loan, education loan, consumer durable loan, credit card and regulatory frame work for retail Banks is also discussed. The report gives retail banking industrys current performance and future outlook. Total 22 major retail Banks in India are covered in terms of their performance, strategy and outlook. In absolute terms, Indias banking sector enjoyed reasonable growth through the year to December 31 2007. In local currency terms, total assets, total loans and total deposits increased by 23%, 21%, and 26%, respectively. The loan/deposit, loan/asset ratio fell while the loan/GDP ratio rose.State Bank of India (SBI)

State Bank of India is the Indias largest Bank. It has largest branch network all over the country with its special products like Personal Banking

Deposit Schemes

Personal Finance

Agricultural/Rural Banking

Micro Credit

Regional Rural Bank

NRI Services

International Banking

Trade Finance

Merchant Banking

Correspondent Banking

Corporate Banking

Mid Corporate Group

Project Finance

Small & Medium Enterprises (SMEs)

Government Business

Public Provident Fund

SBI e-Tax

Services

Internet Banking

Mobile Banking

The SBIs powerful corporate banking formation deploys multiple channels to deliver integrated solutions for all financial challenges faced by the corporate universe. The Corporate Banking group and the National Banking group are the primary delivery channels for corporate banking products. The Corporate Banking Group consists of dedicated Strategic Business Units that cater exclusively to specific client groups or specialize in particular product clusters. Foremost among these specialized groups is the Corporate Accounts Group (CAG), focusing on the prime corporate and institutional clients of the countrys biggest business centers. The others are the Project Finance unit and the Leasing Unit. The National Banking Group also delivers the entire spectrum of corporate banking products to other corporate clients, on a nationwide platform.

Complete Range of Products and Services

The SBI offers an exhaustive range of financial products and services that answers any business or market circumstance, backed by an assublack expertise in customizing the product to meet the most sensitive specificities of each client and each business context.

Its team of highly skilled and experienced product specialists can help its customers in forecast structure complex transaction requirements.

The SBI Edge

Commanding unsurpassed respect and legacy in the Indian financial expanse, the SBI is committed to provide the financial solutions that extract maximum value from business and market situations.While the Bank is strongly positioned to structure financial packages that anticipate the changing business environment, its vast network-the worlds largest-ensures delivery channels of unmatched reach, both in India and abroad.

Working Capital Finance

SBI offers working capital finance to meet the entire range of short term fund requirements that arise within a corporate day to day operational cycle. The SBI working capital loans help the companies in financing inventories, managing internal cash flows, supporting supply chains, funding production, and marketing operations, providing cash support to business expansion and carrying current assets.

SBIs working finance products comprise a spectrum of funded and non-funded facilities ranging from cash credit to structured loans, to meet the different demands from all segments of industry, trade and the services sector. Funded facilities include cash credit, demand loan and bill discounting. Demand loans are considered also under the FCNR (B) (Foreign currency from Non Resident) scheme. Non-funded instruments comprise letters of credit (inland and overseas) as well as bank guarantees (performance and financial) to cover advance payments, bid bonds etc.

Project Finance

The SBI has formed a dedicated Project Finance Strategic Business Unit to assess credit proposals from and extend term loans for large industrial and infrastructure projects. Apart from this, project term loans for medium sized projects and similar clients are delivered through the CAG (Corporate Accounts Group) and NBG (National Banking group).

In general, project finance covers Greenfield industrial projects, capacity expansion at existing manufacturing units, construction ventures or other infrastructure projects. Capital intensive business expansion and diversification as well as replacement of equipment may be financed through the project term loans.

Project finance is quite often channeled through special purpose vehicles and arranged against the future cash streams to emerge from the project. The loans are approved on the basis of strong in house appraisal of the cost and viability of the ventures as well as the credit standing of promoters.

Deferred Payment Guarantee (DPG)SBI can extend deferred payment guarantees to industrial projects for obtaining imported equipment. The DPG is a standby credit guaranteeing deferred payments, usually for payments for capital goods, turnkey contracts etc.Corporate Term LoanThe SBI corporate term loans can support company in funding ongoing business expansion, repaying high cost debt, technology up gradation, R&D expenditure, leveraging specific cash streams that accrue into the company, implementing early retirement schemes and supplementing working capital. Corporate term loans can be structured under the FCNR (B) scheme as well, with the option of switching the currency denomination at the end of the interest periods. This will help you take advantage of global interest rate trends vis--vis domestic rates to minimize your debt cost. The Banks corporate term loans are generally available for tenures from three to five years, synchronized with your specific needs. SBI corporate term loans can have a bullet or periodic repayment schedule as required by the client. The repayment mode may be linked to the cash accruals of the company. The Banks expert credit crew gauges the applicants particular fund requirements and evaluates the companys credit worthiness, factoring in the cash flows generated by it.Structured FinanceSBI structured finance involves assembling unique credit configurations to meet the complex fund requirements of large industrial and infrastructure projects. Structured finance can be a combination of funded and non-funded facilities as well as other credit enhancement tools, lease contracts for instance, to fit the multi layer financial requirements of large and long-gestation projects.

Being Indias largest bank and with the rich experience that it brings with it, SBI commands formidable expertise in engineering financial packages that address complex requirements with minimum risk.

Dealer Financing SBI extends financial support to the corporate distribution network, by providing both working capital finance and term loans to select dealers of identified companies. This gives dealers to leverage their business relationship with major corporate to avail low cost credit. Also, this type of financial solutions allows the corporate negotiate a better price with dealers. Dealer financing may be extended in the bill discounting form or simply as cash credit.

Channel Financing

Channel financing is an innovative finance mechanism by which the bank meets the various fund necessities along customer supply chain at the suppliers end itself, thus helping them sustain a seamless business flow along the arteries of the enterprise. Channel finance ensures the immediate realization of sales proceeds for the SBI clients supplier, making it practically a cash sale. On the other hand, the corporate gets credit for a duration equaling the tenure of the loan, enabling smoother liquidity management. SBI has the worlds largest banking network of over 9,000 branches and this enables it to deliver the financial solution at suppliers doorstep, across the span of the country.

Equipment Leasing

The SBIs has deployed a dedicated strategic business unit for lease financing that is richly experienced in arranging lease contracts for procuring expensive equipment for clients project or plant. At SBI, lease agreements as stand alone contracts or as part of a structured package are arranged.

Loan Syndication

The SBI leverages its vast network of relationships to arrange syndicated credit products for corporate clients and industrial projects. With its rich experience and strong reputation, SBIs syndication desk can assemble large loan packages involving a ring of reputed financial entities, domestic and international, that match the large credit requirements of infrastructure projects.

Industrial Credit& Investment Corporation of India ICICI Bank

ICICI Bank is Indias second largest bank with total assets of Rs.3, 997.95 Billion (US$100 billion) at March 31, 2008 and profit after tax of Rs.41.58 billion for the year ended March 31, 2008. ICICI Bank is second amongst all the companies listed on the Indian stock exchanges in terms of free float market capitalization. The Bank has a network of about 1308 branches and 3950 ATMs in India and presence in 18 countries. ICICI Bank offers a wide range of banking products and financial services to corporate and retail customers through a variety of delivery channels and through its specialized subsidiaries and affiliates in the areas of Investment banking, life and non life insurance, venture capital and asset management. The Bank currently has subsidiaries in the United Kingdom, Russia, and Canada, branches in United States, Singapore, Bahrain, Hong Kong, Sri Lanka, Qatar and Dubai International finance centre and representative offices in United Arab Emirates, China, South Africa, Bangladesh, Thailand, Malaysia and Indonesia. UK subsidiary has established branches in Belgium and Germany.

ICICI Banks equity shares are listed in India on Bombay Stock Exchange and the National Stock Exchange of India Limited and its American Depositary Receipts (ADRs) are listed on the New York Stock Exchange (NYSE).

ICICI Bank was originally promoted in 1994 by ICICI Limited, an Indian financial institution, and was its wholly-owned subsidiary. ICICIs shareholding in ICICI Bank was reduced to 46% through a public offering of shares in India in fiscal 1998, an equity offering in the form of ADRs listed on the NYSE in fiscal 2000, ICICI Banks acquisition of Bank of Madura Limited in all stock amalgamation in fiscal 2001, and secondary market sales by ICICI to institutional investor in fiscal 2001 and fiscal 2002. ICICI was formed to in 1955 at the initiative of the World Bank, the Government of India and representatives of Indian Industry. The principal objective was to create a development financial institution for providing medium term and long term project financing to Indian

businesses.

In the 1990s, ICICI transformed its business from a development financial institution offering only project finance to a diversified financial services group offering a wide range of products and services, both directly and through a number of subsidiaries and affiliates like ICICI Bank in 1999, ICICI become the first Indian company and the first bank or financial institution from non-Japan Asia to be listed on the NYSE.

After consideration of various corporate structuring alternatives in the context of the emerging competitive scenario in the Indian Banking industry, and the move towards universal banking, the managements of ICICI and ICICI Bank formed the view that the merger of ICICI with ICICI Bank would be the optimal legal structure for the ICICI groups universal banking strategy. The merger would enhance value for ICICI shareholders through the merged entitys access to low cost deposits, greater opportunities for earning fee based income and the ability to participate in the payment system and provide transaction banking services. The merger would enhance value for ICICI Bank shareholders through a large capital base and scale of operations, seamless access to ICICIs strong corporate relationships built up over five decades, entry into new business segments, higher market share in various business segments, particularly fee-based services, and access to the vast talent pool of ICICI and its subsidiaries. In October 2001, the boards of directors of ICICI and ICICI bank approved the merger of ICICI and two of its wholly-owned retail finance subsidiaries, ICICI personal financial services limited and ICICI capital services limited with ICICI bank. The merger was approved by shareholders of ICICI and ICICI bank in January 2002, by the high court of Gujarat at Ahmedabad in March 2002, and by the high court of judicature at Mumbai and the Reserve Bank of India in April 2002. Consequent to the merger, the ICICI groups financing and banking operations, both wholesale and retail, have been integrated in a single entity.

Business Strategy

Knowledge Banking: - One of the strengths and differentiating features of Yes Bank is its knowledge banking approach that is the essence of all offerings to its customers. Knowledge has been institutionalized as a key ingredient in all internal and external processes and utilized to create customized solutions for the clients specific requirements.

Technology and Operations: - As a new generation Bank, Yes Bank has the advantage of accessing the latest available technology. The Bank has taken a calibrated decision to invest in the best IT system and practices in order to make its technology platform a strategic business tool for building a competitive advantage.

Responsible Banking: -Yes Bank has a vision to champion Responsible Banking in India, where the concepts of Corporate Social Responsibility (CSR) and sustainability are integrated in its Business focus.

Business Lines: -Yes Bank has four distinct business segments to effectively service the differentiated needs of its targeted customers.

Corporate and Institutional Banking (C&IB): -To cater to the needs of large corporate & institutional clients, MNCs, government companies and PSUs. Bank targets C&IB customers through its multifunctional branches in the key metropolitican cities.

Emerging Corporate Banking (ECB): -It is dedicated to partner with growth-focused, fast-paced enterprises, which are emerging as a leader in their respective business areas.

Business Banking: -To cater to the needs of the small and medium enterprises (SME), Yes Bank has set up a dedicated business unit to focus on delivering superior banking solutions specially designed to meet the varying and dynamic needs of its SME clients.

Retail Banking and Wealth Management: -The Bank intends to develop Retail Banking into a key value driver. Yes Bank offers its customers choice & convenience, reflected in its branch layout & design, product feature /design, options of distribution channels and superior technology enabled service quality. Yes Bank predominantly offers value added retail liability and third party wealth management products as well as retail asset offerings through its sales and service network linked to its branches.

Private Banking: - Yes Bank is focusing on personalized relationship banking for its top end High Net worth customers, supported by structured financial solutions tailor-made to suit the needs of such customers.

Product lines: - Yes Bank offers a wide range of fee-based products to corporate and business banking customers to ensure a high degree of cross-sell to clients.

Financial Markets: -Yes Bank financial markets was ranked second in the Best for currency strategy and best for technical analysis categories at the Asia Money 2005 foreign exchange poll for India.

Transaction Banking: -Yes Bank Transaction banking group has adopted a consultative approach and focus on knowledge and relationship banking to enable customers to address strategic financial and operating needs in the domain of:

Working capital and liquidity management

Asset management

Treasury integration

Exposure and risk management

Yes Bank proposes to apply industry knowledge and superior technology for offering innovative structured solutions integral to a companys financial supply chain.

Yes International Banking: - It offers a complete suite of international banking products and services, driven by state-of-the art technology, which includes Debt, Trade finance, corporate finance, Investment banking and business advisory services, treasury and global Indian banking. The Bank also plans to leverage its international presence, for its capital raising activities. These services will initially be through partnerships with international banks and financial institutions followed by the establishments of branches and representative offices, as per regulatory approvals.

Key Members of Yes Bank Management Team

NAMEDESIGNATION

Mr. Rana KapoorManaging Director & CEO

Mr. Sunil GulatiGroup President - C&IB, Transaction Banking

Mr. Deepak GaddhyanGroup President GRM Team.

Mr. Sumit GuptaCountry Head Emerging Corporate Banking

Mr. Alok GuptaCountry Head life sciences & technology

Mr. Rajnish Datta Country Head Small business banking group

Mr. Subir Bisht Chief Risk Officer

Mr. Sanjay AggarwalCountry Head Credit Risk, Business Banking

Mr. Varun TuliPresident Business Banking

Key Highlights & Milestones of Yes Bank.

Nov 2003Incorporation of YES BANK Limited

May 2004RBI License to commence banking business

Dec 2006Ranked No.3 in the Business World Survey of Indias Best listed Banks

Mar 2007Ranked No.2 among New Private Sector Banks in the Financial Express survey

Dec 2007Won Best CSR practice award 2007

Dec 2007Won IT people award 2007

Jan 200860 operational branches across India

Mar 2008Ranked No.3 among New Private Sector Banks in the Financial Express-E&Y survey & overall #1 on credit quality & #2 on Growth

Apr 200867 operational branches across India

Review of Literature

Faik Koray and Eric T. Hillebrand had studied about the Interest Rate Volatility and YES Bank Policies . they studied that The U.S. economy has experienced substantial fluctuations in real and nominal interest rates since the 1970s. This paper investigates empirically the relationship between home mortgage loans and volatility in mortgage rates for the period 1971:02 through 2003:03. Contrary to common wisdom, we find a positive relationship between mortgage rate volatility and home mortgage loans. Further investigation indicates that this is due to volatility in the bond market. In times of high interest volatility, households disinvest in government securities and invest in real assets, which yield a positive relationship between mortgage rate volatility and home mortgage loans. In nov 2000 Michelle J. White and Emily Y. Lin had studied about the Bankruptcy and the Market for Mortgage and Home Improvement Loans. They studied that This paper investigates the relationship between bankruptcy exemptions and the availability of credit for mortgage and home improvement loans. We develop a combined model of debtors' decisions to file for bankruptcy and to default on their mortgages and show that the theory predicts positive relationships between both the homestead and personal property exemption levels and the probability of borrowers being denied mortgage (secured) and home improvement loans. We test these predictions empirically and find strong and statistically significant support when evidence from cross-state variation in bankruptcy exemption levels is used. Applicants for mortgages are 2 percentage points more likely to be turned down for mortgages and 5 percentage points more likely to be turned down for home improvement loans if they live in states with unlimited rather than low homestead exemptions. These relationships also hold when we introduce state fixed effects into the model. OBJECTIVE OF THE STUDY To have an insight into the attitudes and behaviors of customers.

To find out the differences among perceived service and expected service.

To produce an executive service report to upgrade service characteristics.

To understand consumers preferences.

To access the degree of satisfaction of the consumers

SCOPE OF THE STUDY

This study is limited to the consumers with in New Delhi city. The study will be able to reveal the preferences, needs, satisfaction of the customers regarding the banking services, It also help banks to know whether the existing products or services these are offering are really satisfying the customers needs.

REASERCH METHODOLOGY

A descriptive study tries to discover answers to the questions who, what, when, where, and, sometimes, how. The researcher attempts to describe or define a subject, often by creating a profile of a group of problems, people, or events.

Such studies may involve the collection of data and the creation of a distribution of the number of times the researcher observes a single event or characteristic (the research variable), or they may involve relating the interaction of two or more variables. Organizations that maintain databases of their employees, customers, and suppliers already have significant data to conduct descriptive studies using internal information. Yet many firms that have such data files do not mine them regularly for the decision-making insight they might provide.This descriptive study is popular in business research because of its versatility across disciplines. In for-profit, not-for-profit and government organizations, descriptive investigations have a broad appeal to the administrator and policy analyst for planning, monitoring, and evaluating. In this context, how questions address issues such as quantity, cost, efficiency, effectiveness, and adequacy.

Descriptive studies may or may not have the potential for drawing powerful inferences. A descriptive study, however, does not explain why an event has occurred or why the variables interact the way they do.

SAMPLE SIZE

Sample size denotes the number of elements selected for the study. For the present study, 100 respondents were selected at random. All the 100 respondents were the customers of different branches of Yes Bank.METHOD OF DATA COLLECTIONTo know the response, the researcher used questionnaire method. It has been designed as a primary research instrument. Questionnaires were distributed to respondents and they were asked to answer the questions given in the questionnaire.

The questionnaires were used as an instrumentation technique, because it is an important method of data collection. The success of the questionnaire method in collecting the information depends largely on proper drafting. So in the present study questions were arranged and interconnected logically. The structured questionnaire will reduce both interviewers and interpreters bias.

Further, coding and analysis was done for each questions response to reach into findings, suggestions and finally to the conclusion about the topic.

TYPES OF DATA

Every decision poses unique needs for information, and relevant strategies can be developed based on the information gathered through research. Research is the systematic objective and exhaustive search for and study of facts relevant to the problem

Research design means the framework of study that leads to the collection and analysis of data. It is a conceptual structure with in which research is conducted. It facilitates smooth sailing of various research operations to make the research as effective as possible.PRIMARY DATA

Primary data are those collected by the investigator himself for the first time and thus they are original in character, they are collected for a particular purpose.

A well-structured questionnaire was personally administrated to the selected sample to collect the primary data.LIMITATIONS OF THE STUDYAlthough the study was carried out with extreme enthusiasm and careful planning there are several limitations, which handicapped the research viz,

1. Time Constraints:

The time stipulated for the project to be completed is less and thus there are chances that some information might have been left out, however due care is taken to include all the relevant information needed.

2. Sample size:

Due to time constraints the sample size was relatively small and would definitely have been more representative if I had collected information from more respondents.

3. Accuracy:

It is difficult to know if all the respondents gave accurate information; some respondents tend to give misleading information.4. It was difficult to find respondents as they were busy in their schedule, and collection of data was very difficult. Therefore, the study had to be carried out based on the availability of respondentsTABLE:- 1PERCENTAGE OF PEOPLE HAVING BANK ACCOUNT Bank AccountPercentage

Yes93%

No7%

Total100%

GRAPH

Graphical representation of the people having bank account

Analysis: - From the above table and graph it can be seen that only 7% of the people having no bank account while the other 93% have theirs in different banks. This data is presented in both the table and graphical presentation.

Interpretation: So we can conclude most of the people have accounts in various banks for having different reasons like , to have safety of money, to transact easily with others etc.

TABLE-2

Transaction of different banks in the market

e safety of money,to transact easily with others etc.s banks for having different reasons likeother 93%

Banks percentage

SBI 22%

Yes Bank 24%

PNB 20%

AXIS 11%

ICICI 13%

Other 10%

Graph

Analysis: - From the former table and graphs we can see people have accounts like in SBI 22% , in Yesbank 24%,in PNB20%, in AXIS 11%,inICICI 13% and in other banks there are only 10% accounts among all the respondents.

Interpretation: It is concluded here that yes bank have its popularity of having alarge no. of accounts in the studied area for its best service in all sectors.

TABLE : 3

SHARE OF DIFFERENT TYPES OF ACCOUNTS

SL. No.NATURE OF ACCOUNTS

NUMBER OF RESPONDENTSPERCENTAGE OF RESPONDENTS

1.Saving A/Cs7878%

2.Current A/Cs99%

3.Fixed Deposits44%

4. Loans33%

5.Others66%

Total100100%

Analysis: Above table shows that 78% respondents have Saving A/Cs, and 9% have Current A/Cs and rest of the respondents have 13% share of other A/Cs in total (which includes fixed deposits, loans, and other products)

Interpretation: This means most of the respondents are having Saving A/Cs which means the bank deposits are enriching as Saving A/Cs share is most.

TABLE- 5 THE CUSTOMERS SATISFACTION WITH INTEREST RATE OF Yes BankSatisfiedPercentage

Yes82

No18

Total100

Classification Based on level of customer satisfaction with the interest provided by Yes bank

Analysis: - The customers are satisfied largely on the interest rate of Yes Bank compare to any other banks i.e. 82% which is elaborated in the above table and graphs.

Interpretation: so we can concluded that the customers are satisfied with the interest rate of Yes Bank.

TABLE- 6

HOW THE CUSTOMERS SATISFIED WITH INTEREST RATES OF BANKS

SL NO.NAME OF BANKSNO. OF RESPONDENTSPERCENTAGE OF RESPONDENTS

1SBI2626%

2PNB1515%

3Yes bank3636%

4ICICI99%

5OTHERS1414%

TOTAL100100%

GRAPH

Classification Based on level of customer satisfaction with the interest rate of banks.

Analysis: The above table shows that 36% of the respondents prefer Yes Bank firstly. Thereafter they prefer other banks like SBI,PNB etc. Likewise SBI-26%, PNB-15%, ICICI-9% and other banks 14%.

Interpretation: From these all it can be concluded that a major part of the customers are satisfied with the interest rate of Yes Bank . TABLE:7CONSUMERS WILLINGNESS TO SHIFT THEIR A/C s TO OTHER BANKS

SL. No.RESPONSES

NUMBER OF RESPONDENTSPERCENTAGE OF RESPONDENTS

1.Shift88%

2.Doesnt shift9292%

TOTAL100100 %

Analysis: From this table it can be noted that the majority of consumers (92%) doesnt like to shift their A/Cs to other banks.

Interpretation: The reason can be increasing customer satisfaction and quality services offered by the bank.

TABLE: 8

SATISFACTION OF RESPONDENTS WITH SERVICES OFFERED BY Yes Bank BRANCH

SL. No.RESPONSE

NUMBER OF RESPONDENTSPERCENTAGE OF RESPONDENTS

1.Satisfied8989%

2.Not satisfied1111%

TOTAL100100 %

Analysis: From the above table it could be inferred that 89% of the consumers are satisfied with the service and quality of products of their bank. Only 11% of consumers are not satisfied.

Interpretation: Most of the respondents are satisfied with the service offered by Yes Bank. Presently the bank offers varieties of services and the customers are getting a good rate of return from their deposits. Customers are getting good service from the bank.

TABLE:9RATINGS OF THE SERVICES OFFERED BY THE RESPONDENTS LIFE INSURANCE COMPANY

SL. No.RATINGSNUMBER OF RESPONDENTSPERCENTAGE OF RESPONDENTS

1.EXCELLENT055%

2.VERY GOOD099%

3.GOOD7676%

4.AVERAGE066%

5.POOR044%

TOTAL100100 %

Analysis: From this table it could be inferred that 76% of the consumers have rated service offered as good, 9% of them have rated them as very good, and 05% of them have rated as excellent and average while only 4% have rated aspoor .Interpretation: Service offered by the bank is improving day by day. Returns consumers are getting are also attractive. Majority of the customers rates good, very good and excellent because of the customer service offered by the bank. TABLE- 10

Which product of Yes bank is beneficiary to Customer?

ProductPercentage

Saving A/c (SA)47%

Current A/C (CA)23%

Fixed Deposit (FD)17%

Loan A/C (LA)05%

Insurance (INS)08%

Total100%

GRAPH

Classification Based on level of various types of account provided by banks.

Analysis: - It is seen that more customer have savings account like 47% in Yes bank. Likewise there are 23% current account , 17% fixed deposit ,5% loan and only 8% insurance.

Interpretation: So it is clear that there are more savings account in Yes bank as compare to other accounts and services.Findings1..Most of the respondents are having Saving A/Cs .

2. Most of the respondents are satisfied with the service offered by Yes bank.3. Majority of the customers rates good, very good and excellent because of the customer service offered by the bank .

4. people are now looking forward for better customer service in addition to the brand name in which they are investing and the returns they are getting.

5. The reason can be increasing customer satisfaction and quality services offered by the bank.

RECOMMENDATIONSWith regard to banking products and services, consumers respond at different rates, depending on the consumers characteristics. Hence I Yes bank should try to bring their new product and services to the attention of potential early adopters.

Due to the intense competition in the financial market, Yes Bank should adopt better strategies to attract more customers.

Return on investment company reputation and premium outflow are most preferred attributes that are expected by the respondents. Hence greater focus should be given to these attributes.

Yes Bank should adopt effective promotional strategies to increase the awareness level among the consumers.

Yes Bank should ask for their consumer feedback to know whether the consumers are really satisfied or dissatisfied with the service and product of the bank. If they are dissatisfied, then the reasons for dissatisfaction should be found out and should be corrected in future.

The Yes Bank brand name has earned a lot of goodwill and enjoys high brand equity. As there is intense competition, Yes Bank should work hard to maintain its position and offer better service and products to consumers.

The bank should try to increase the Brand image through performance and service then, only the customers will be satisfied.

Majority of the people find banking important in their life, so Yes Bank should employ the strategies to convert the want in to need which will enrich their business.

CONCLUSIONS

The project entitled CUSTOMER SATISFACTION ON YES BANK has helped me in studying satisfaction about services and products offered to consumers.

Since the opening up of the banking sector, private banks are in the fray each one trying to cover more market share than the other.

Yet, Yes Bank is far behind SBI, PNB. Yes bank must also be alert what with Private Banks (ICICI, HDFC) breathing down its neck.

I am sure the bank will find my findings relevant and I sincerely hope it uses my suggestions enlisted, which I hope will take them miles ahead of competition.

In short, I would like to say that the very act of the concerned management at Yes bank in giving me the job of critically examining consumer satisfaction towards financial products and services of the company is a step in their continual mission of making all round improvements as a means of progress.

I am sure the bank has a very bright future to look forward to and will be a trailblazer in its own right.

28

_1382717021.xlsChart1

82

18

Satisfied

Sheet1

Satisfied

YES82

NO18

To resize chart data range, drag lower right corner of range.

_1382717026.xlsChart1

22

24

20

11

13

10

0

%

Transaction

Sheet1

Banks%

SBI22

OBC24

PNB20

AXIS11

ICICI13

Other10

T resize chart data range, drag lower right corner of range.

_1382717028.xlsChart1

93

7

BANK ACCOUNT

Sheet1

BANK ACCOUNT

YES93

NO7

To resize chart data range, drag lower right corner of range.

_1382717024.xlsChart1

78

9

4

3

6

GraphClassification based on nature of A/Cs

Sheet1

Saving A/Cs78

Current A/Cs9

Fixed Deposits4

Loans3

Others6

_1382717017.xlsChart1

8

92

GraphClassification based on the willingness of respondents to shift their A/Cs to other banks

Sheet1

Shift8

Doesn't shift92

_1382717019.xlsChart1

26

15

36

9

14

BANKS

Sheet1

Column1BANKS

SBI26

PNB15

OBC36

ICICI9

OTHERS14

To resize chart data range, drag lower right corner of range.

_1382717012.xlsChart1

5

9

76

6

4

Graph Classification based on Rating of the service offered by OBC branches

Sheet1

EXCELLENT5

VERY GOOD9

GOOD76

AVERAGE6

POOR4

_1382717015.xlsChart1

8911

Satisfied

Not satisfied

No. of respondents

Graph Classification based on satisfaction level of respondents

Sheet1

Satisfied89

Not satisfied11

_1382717010.xlsChart1

47SASA

23CACA

17FDFD

5LALA

8INSINS

Series 1

Column1

Column2

Sheet1

Series 1Column1Column2

SA47

CA23

FD17

LA5

INS8

To resize chart data range, drag lower right corner of range.