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COMPANY PROFILE Yes Bank, Indias new age private sector Bank is the outcome of the professional commitment

of its founder Mr. Rana Kapoor supported b his highl competent top management team to establish a high !ualit , customer centric, service driven, private Indian Bank catering to the "#uture Industries of India$. Yes Bank has adopted international best practices, the highest standards of service !ualit and operational e%cellence, and offers comprehensive banking and financial solutions to all its valued customers. & ke strength and differentiating feature of Yes Bank is its knowledge driven approach to banking and an unprecedented customer e%perience for its retail and wealth management clients.

Yes Bank is steadil

building corporate and institutional banking, financial

markets, investment banking, corporate finance, business '(mall )Medium *nterprises+ and transaction banking, international banking, retail banking and wealth management business lines across the countr . ,he Banks constant endeavour is to provide a delightful banking e%perience e%pressed with simplicit , empath , and totalit .

Yes Bank understands the financial needs of the -overnment of India, in its progress and development role of a .-rowing India through Yes Banks Knowledge Banking approach and the ob/ective of being the "Bank for an *merging India$. Yes Bank remains committed to serving this speciali0ed segment. Yes Banks knowledge Bankers deliver innovative, structured and comprehensive solutions through a "Mone 1octor$ approach focusing on
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diagnostic and prescriptive attention to detail. ,his is facilitated through Yes Banks ,echnolog advisor leadership 2delivering proven, eas 3to3use solutions for -overnment 4ndertakings and agencies. Yes Bank has provided financial and services to Ministries of the 4nion -overnment, (tate -overnments, 5entral and (tate 6ublic (ector 4ndertakings '6(4s+ and &gencies. In a short span of over three and a half ears the -overnment Relationship

Management '-RM+ team has developed robust relationships with over 788 entities. ,he -RM team is committed to the core values of client orientation, innovation and superior service e%perience that e%emplif all Businesses at Yes Bank. -RM team is providing the Knowledge &dvisor , 9i!uidit Management and Investment 6roducts, ,ransaction Banking, trade finances, cash management services, ,reasur services, #ore% Remittances, debt capital markets, investment managements, corporate salar accounts, &dvisor structured transactions, term loans, and cash credit limits to various government operations like I##5:, (&I9, &irport &uthorit of India, I:59, ;169, <659, Bridge ) Roof co.'India+ ltd and man more.

INTRODUCTION
,he oldest bank in Indian Banking industr is the "(tate Bank of India$ being established as the "Bank of Bengal$ in 5alcutta in =une 7>8?. ,he first full Indian owned Bank was the "&llahbad Bank$, which was established in 7>?@. B the 7A88s, the market e%panded with the establishment of Banks such as "6un/ab ;ational Bank$, in 7>A@ in 9ahore and Bank of India, in 7A8?, in Mumbai. ,he "Reserve Bank of India$ formall took on the responsibilit of regulating the Indian banking sector from 7AB@. &fter Indias independence in 7ACD, the Reserve Bank was nationali0ed and given broader powers. In the earl 7AA8s the then ;arsimha Rao government embarked on a polic of liberali0ation and gave licenses to a small number of private Banks, which came to be known as ;ew -eneration tech3savv banks, which included banks such as -lobal ,rust Bank 'the first of such generation banks to be set up+ which later amalgamated with Yes Bank, 4,I Bank ';ow re named as &%is Bank+, I5I5I Bank and <1#5 Bank. ,his move, along with the rapid growth in the econom of India, kick started the Banking sector in India, which has seen rapid growth with strong contribution from all the three sectors of Banks, namel -overnment Banks, 6rivate Banks, and #oreign Banks ,he ne%t stage for the Indian Banking has been set up with the proposed rela%ation in the norms for #oreign 1irect Investment '#.1.I.+, where all foreign investors in banks ma be given voting rights which could e%ceed the present cap of 78E, at present it has gone up to CAE with some restrictions. ,he new polic shocks the
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banking sector in India completel . Bankers, till this time, were used to the C3?3C method 'borrowing at CEF lend at ?EF go home at C+ of functioning. ,he new wave ushered in a modern outlook and tech3savv from their Banks but also received more. methods of working for traditional Banks. &ll this led to boom in India. 6eople /ust not demanded more

In March G88?, the Reserve Bank of India allowed Harburg 6incus to increase its stake in Kotak Mahindra Bank 'a private sector bank+ to 78E. ,his is the first time an investor has been allowed to hold more than @E in the private sector Bank since the RBI announced norms in G88@ that an stake e%ceeding @E in the private sector banks would need to be vetted b them. In 'G88D+, banking in India is generall fairl mature in terms of suppl , product range and reach3even, though reach in rural India still remains a challenge for the private sector and foreign Banks. In terms of !ualit of assets and capital ade!uac , Indian Banks are considered to have clean, strong and transparent balance sheets relative to other Banks in comparable economies in its region. ,he Reserve Bank of India is an autonomous bod , with minimal pressure from the government. ,he stated polic of the Bank on the Indian Rupee is to manage volatilit but without an fi%ed e%change rate and this has mostl been true. Hith the growth in the Indian econom e%pected to be strong for !uite some time especiall in its service sector3the demand for Banking services, especiall retail banking, mortgages and investment services are e%pected to be strong. :ne ma also e%pect M)&s, takeovers, and asset sales.

5urrentl , India has >> scheduled commercial banks '(5Bs+


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3 G> public sector banks 'that is with the government of India holding a stake+, 3 GA private banks 'these do not have government stakeF the ma be publicl listed and traded on stock e%changes+ 3 &nd B7 foreign banks. ,he have a combined network of over @B,888 branches and 7D,888 &,Ms. &ccording to a report b I5R& limited, a rating agenc , the public sector banks hold D@E of total assets of the banking industr , with the private and foreign banks holding 7>.GE and ?.@E respectivel . ,he annual growth in bank credit to the commercial sector is at G@.CE as on March B7, G88D and was lower than GD.GE against previous ear. ,ill G878, retail banking is e%pected to grow at a 5&-R 'compounded average growth rate+ of G>E to touch a figure of I;R A,D88 billion. ,his re!uires e%pansion and diversification of retail product portfolio, better penetration and faster service mechanism.

,he report on Retail Banking industr in India covers industr segments like housing loan, auto loan, personal loan, education loan, consumer durable loan, credit card and regulator frame work for retail Banks is also discussed. ,he report gives retail banking industr s current performance and future outlook. ,otal GG ma/or retail Banks in India are covered in terms of their performance, strateg and outlook. In absolute terms, Indias banking sector en/o ed reasonable growth through the ear to 1ecember B7 G88D. In local currenc terms, total assets, total loans and total deposits increased b GBE, G7E, and G?E, respectivel . ,he loanIdeposit, loanIasset ratio fell while the loanI-16 ratio rose. State Bank of India (SBI)

(tate Bank of India is the Indias largest Bank. It has largest branch network all over the countr with its special products like 6ersonal Banking 1eposit (chemes 6ersonal #inance &griculturalIRural Banking Micro 5redit Regional Rural Bank ;RI (ervices International Banking ,rade #inance Merchant Banking 5orrespondent Banking 5orporate Banking Mid 5orporate -roup 6ro/ect #inance (mall ) Medium *nterprises '(M*s+ -overnment Business 6ublic 6rovident #und
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(BI e3,a% (ervices Internet Banking Mobile Banking

,he (BIs powerful corporate banking formation deplo s multiple channels to deliver integrated solutions for all financial challenges faced b the corporate universe. ,he 5orporate Banking group and the ;ational Banking group are the primar deliver channels for corporate banking products. ,he 5orporate Banking -roup consists of dedicated (trategic Business 4nits that cater e%clusivel to specific client groups or speciali0e in particular product clusters. #oremost among these speciali0ed groups is the 5orporate &ccounts -roup '5&-+, focusing on the prime corporate and institutional clients of the countr s biggest business centers. ,he others are the 6ro/ect #inance unit and the 9easing 4nit. ,he ;ational Banking -roup also delivers the entire spectrum of corporate banking products to other corporate clients, on a nationwide platform.

Comp ete Ran!e of P"od#$t% and Se"&i$e%


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,he (BI offers an e%haustive range of financial products and services that answers an business or market circumstance, backed b an assublack e%pertise in customi0ing the product to meet the most sensitive specificities of each client and each business conte%t. Its team of highl skilled and e%perienced product specialists can help its

customers in forecast structure comple% transaction re!uirements.

T'e SBI Ed!e 5ommanding unsurpassed respect and legac in the Indian financial e%panse, the (BI is committed to provide the financial solutions that e%tract ma%imum value from business and market situations. Hhile the Bank is strongl positioned to structure financial packages that

anticipate the changing business environment, its vast network3the worlds largest3 ensures deliver channels of unmatched reach, both in India and abroad.

(o"kin! Capita Finan$e


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(BI offers working capital finance to meet the entire range of short term fund re!uirements that arise within a corporate da to da operational c cle. ,he (BI working capital loans help the companies in financing inventories, managing internal cash flows, supporting suppl chains, funding production, and marketing operations, providing cash support to business e%pansion and carr ing current assets.

(BIs working finance products comprise a spectrum of funded and non3funded facilities ranging from cash credit to structured loans, to meet the different demands from all segments of industr , trade and the services sector. #unded facilities include cash credit, demand loan and bill discounting. 1emand loans are considered also under the #5;R 'B+ '#oreign currenc from ;on Resident+ scheme. ;on3funded instruments comprise letters of credit 'inland and overseas+ as well as bank guarantees 'performance and financial+ to cover advance pa ments, bid bonds etc.

P"o)e$t Finan$e
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,he (BI has formed a dedicated 6ro/ect #inance (trategic Business 4nit to assess credit proposals from and e%tend term loans for large industrial and infrastructure pro/ects. &part from this, pro/ect term loans for medium si0ed pro/ects and similar clients are delivered through the 5&- '5orporate &ccounts -roup+ and ;B';ational Banking group+.

In general, pro/ect finance covers -reenfield industrial pro/ects, capacit e%pansion at e%isting manufacturing units, construction ventures or other infrastructure pro/ects. 5apital intensive business e%pansion and diversification as well as replacement of e!uipment ma be financed through the pro/ect term loans.

6ro/ect finance is !uite often channeled through special purpose vehicles and arranged against the future cash streams to emerge from the pro/ect. ,he loans are approved on the basis of strong in house appraisal of the cost and viabilit of the ventures as well as the credit standing of promoters. Defe""ed Pa*ment +#a"antee (DP+) (BI can e%tend deferred pa ment guarantees to industrial pro/ects for obtaining imported e!uipment. ,he 16- is a standb credit guaranteeing deferred pa ments, usuall for pa ments for capital goods, turnke contracts etc.

Co"po"ate Te"m Loan


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,he (BI corporate term loans can support compan in funding ongoing business e%pansion, repa ing high cost debt, technolog up gradation, R)1 e%penditure, leveraging specific cash streams that accrue into the compan , implementing earl retirement schemes and supplementing working capital. 5orporate term loans can be structured under the #5;R 'B+ scheme as well, with the option of switching the currenc denomination at the end of the interest periods. ,his will help ou take advantage of global interest rate trends vis3J3vis domestic rates to minimi0e our debt cost. ,he Banks corporate term loans are generall available for tenures from three to five ears, s nchroni0ed with our specific needs. (BI corporate term loans can have a bullet or periodic repa ment schedule as re!uired b the client. ,he repa ment mode ma be linked to the cash accruals of the compan . ,he Banks e%pert credit crew gauges the applicants particular fund re!uirements and evaluates the compan s credit worthiness, factoring in the cash flows generated b it. St"#$t#"ed Finan$e (BI structured finance involves assembling uni!ue credit configurations to meet the comple% fund re!uirements of large industrial and infrastructure pro/ects. (tructured finance can be a combination of funded and non3funded facilities as well as other credit enhancement tools, lease contracts for instance, to fit the multi la er financial re!uirements of large and long3gestation pro/ects. Being Indias largest bank and with the rich e%perience that it brings with it, (BI commands formidable e%pertise in engineering financial packages that address comple% re!uirements with minimum risk. Dea e" Finan$in!

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(BI e%tends financial support to the corporate distribution network, b providing both working capital finance and term loans to select dealers of identified companies. ,his gives dealers to leverage their business relationship with ma/or corporate to avail low cost credit. &lso, this t pe of financial solutions allows the corporate negotiate a better price with dealers. 1ealer financing ma be e%tended in the bill discounting form or simpl as cash credit. C'anne Finan$in! 5hannel financing is an innovative finance mechanism b which the bank meets the various fund necessities along customer suppl chain at the suppliers end itself, thus helping them sustain a seamless business flow along the arteries of the enterprise. 5hannel finance ensures the immediate reali0ation of sales proceeds for the (BI clients supplier, making it practicall a cash sale. :n the other hand, the corporate gets credit for a duration e!ualing the tenure of the loan, enabling smoother li!uidit management. (BI has the worlds largest banking network of over A,888 branches and this enables it to deliver the financial solution at suppliers doorstep, across the span of the countr . E,#ipment Lea%in! ,he (BIs has deplo ed a dedicated strategic business unit for lease financing that is richl e%perienced in arranging lease contracts for procuring e%pensive e!uipment for clients pro/ect or plant. &t (BI, lease agreements as stand alone contracts or as part of a structured package are arranged.

Loan S*ndi$ation

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,he (BI leverages its vast network of relationships to arrange s ndicated credit products for corporate clients and industrial pro/ects. Hith its rich e%perience and strong reputation, (BIs s ndication desk can assemble large loan packages involving a ring of reputed financial entities, domestic and international, that match the large credit re!uirements of infrastructure pro/ects.

Ind#%t"ia C"edit- In&e%tment Co"po"ation of India ICICI Bank

I5I5I Bank is Indias second largest bank with total assets of Rs.B, AAD.A@ Billion '4(K788 billion+ at March B7, G88> and profit after ta% of Rs.C7.@> billion for the ear ended March B7, G88>. I5I5I Bank is second amongst all the companies listed on the Indian stock e%changes in terms of free float market capitali0ation. ,he Bank has a network of about 7B8> branches and BA@8 &,Ms in India and presence in 7> countries. I5I5I Bank offers a wide range of banking products and financial services to corporate and retail customers through a variet of deliver channels and through its speciali0ed subsidiaries and affiliates in the areas of Investment banking, life and non life insurance, venture capital and asset management. ,he Bank currentl has subsidiaries in the 4nited Kingdom, Russia, and 5anada, branches in 4nited (tates, (ingapore, Bahrain, <ong Kong, (ri 9anka, Latar and 1ubai International finance centre and representative offices in 4nited &rab *mirates, 5hina, (outh &frica, Bangladesh, ,hailand, Mala sia and Indonesia. 4K subsidiar has established branches in Belgium and -erman .

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I5I5I Banks e!uit shares are listed in India on Bomba (tock *%change and the ;ational (tock *%change of India 9imited and its &merican 1epositar Receipts '&1Rs+ are listed on the ;ew York (tock *%change ';Y(*+.

I5I5I Bank was originall promoted in 7AAC b I5I5I 9imited, an Indian financial institution, and was its wholl 3owned subsidiar . I5I5Is shareholding in I5I5I Bank was reduced to C?E through a public offering of shares in India in fiscal 7AA>, an e!uit offering in the form of &1Rs listed on the ;Y(* in fiscal G888, I5I5I Banks ac!uisition of Bank of Madura 9imited in all stock amalgamation in fiscal G887, and secondar market sales b I5I5I to institutional investor in fiscal G887 and fiscal G88G. I5I5I was formed to in 7A@@ at the initiative of the Horld Bank, the -overnment of India and representatives of Indian Industr . ,he principal ob/ective was to create a development financial institution for providing medium term and long term pro/ect financing to Indian businesses.

In the 7AA8s, I5I5I transformed its business from a development financial institution offering onl pro/ect finance to a diversified financial services group offering a wide range of products and services, both directl and through a number of subsidiaries and affiliates like I5I5I Bank in 7AAA, I5I5I become the first Indian compan and the first bank or financial institution from non3=apan &sia to be listed on the ;Y(*.

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&fter consideration of various corporate structuring alternatives in the conte%t of the emerging competitive scenario in the Indian Banking industr , and the move towards universal banking, the managements of I5I5I and I5I5I Bank formed the view that the merger of I5I5I with I5I5I Bank would be the optimal legal structure for the I5I5I groups universal banking strateg . ,he merger would enhance value for I5I5I shareholders through the merged entit s access to low cost deposits, greater opportunities for earning fee based income and the abilit to participate in the pa ment s stem and provide transaction banking services. ,he merger would enhance value for I5I5I Bank shareholders through a large capital base and scale of operations, seamless access to I5I5Is strong corporate relationships built up over five decades, entr into new business segments, higher market share in various business segments, particularl fee3based services, and access to the vast talent pool of I5I5I and its subsidiaries. In :ctober G887, the boards of directors of I5I5I and I5I5I bank approved the merger of I5I5I and two of its wholl 3owned retail finance subsidiaries, I5I5I personal financial services limited and I5I5I capital services limited with I5I5I bank. ,he merger was approved b shareholders of I5I5I and I5I5I bank in =anuar G88G, b the high court of -u/arat at &hmedabad in March G88G, and b the high court of /udicature at Mumbai and the Reserve Bank of India in &pril G88G. 5onse!uent to the merger, the I5I5I groups financing and banking operations, both wholesale and retail, have been integrated in a single entit .

B#%ine%% St"ate!*

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Knowledge BankingM 3 :ne 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 institutionali0ed as a ke ingredient in all internal and e%ternal processes and utili0ed to create customi0ed solutions for the clients specific re!uirements. ,echnolog and :perationsM 3 &s a new generation Bank, Yes Bank has the

advantage of accessing the latest available technolog . ,he Bank has taken a calibrated decision to invest in the best I, s stem and practices in order to make its technolog platform a strategic business tool for building a competitive advantage.

Responsible BankingM 3Yes Bank has a vision to champion .Responsible Banking in India, where the concepts of 5orporate (ocial Responsibilit sustainabilit are integrated in its Business focus. '.5(R+ and

Business 9inesM 3Yes Bank has four distinct business segments to effectivel service the differentiated needs of its targeted customers.

5orporate and Institutional Banking '5)IB+M 3,o cater to the needs of large corporate ) institutional clients, M;5s, government companies and 6(4s. Bank targets 5)IB customers through its multifunctional branches in the ke metropolitican cities.

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*merging 5orporate Banking '*5B+M 3It is dedicated to partner with growth3 focused, fast3paced enterprises, which are emerging as a leader in their respective business areas.

Business BankingM 3,o cater to the needs of the small and medium enterprises '(M*+, Yes Bank has set up a dedicated business unit to focus on delivering superior banking solutions speciall designed to meet the var ing and d namic needs of its (M* clients.

Retail Banking and Health ManagementM 3,he Bank intends to develop Retail Banking into a ke value driver. Yes Bank offers its customers choice ) convenience, reflected in its branch la out ) design, product feature Idesign, options of distribution channels and superior technolog enabled service !ualit . Yes Bank predominantl offers value added retail liabilit and third part wealth management products as well as retail asset offerings through its sales and service network linked to its branches.

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6rivate BankingM 3 Yes Bank is focusing on personali0ed relationship banking for its top end <igh ;et worth customers, supported b structured financial solutions tailor3made to suit the needs of such customers.

6roduct linesM 3 Yes Bank offers a wide range of fee3based products to corporate and business banking customers to ensure a high degree of cross3sell to clients.

#inancial MarketsM 3Yes Bank financial markets was ranked second in the .Best for currenc strateg and .best for technical anal sis categories at the &sia Mone G88@ foreign e%change poll for India.

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,ransaction BankingM 3Yes Bank ,ransaction 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 ofM Horking capital and li!uidit management &sset management ,reasur integration *%posure and risk management

Yes Bank proposes to appl chain.

industr

knowledge and superior technolog

for

offering innovative structured solutions integral to a compan s financial suppl

Yes International BankingM 3 It offers a complete suite of international banking products and services, driven b state3of3the art technolog , which includes 1ebt, ,rade finance, corporate finance, Investment banking and business advisor services, treasur and global Indian banking. ,he Bank also plans to leverage its international presence, for its capital raising activities. ,hese services will initiall be through partnerships with international banks and financial institutions followed b the establishments of branches and representative offices, as per regulator approvals.

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.e* Mem/e"% of Ye% Bank Mana!ement Team

;&M* Mr. Rana Kapoor Mr. (unil -ulati

1*(I-;&,I:; Managing 1irector ) 5*: -roup 6resident 3 5)IB, ,ransaction Banking

Mr. 1eepak -addh an Mr. (umit -upta

-roup 6resident -RM ,eam. 5ountr <ead 2 *merging 5orporate Banking

Mr. &lok -upta

5ountr <ead 2 life sciences ) technolog

Mr. Ra/nish 1atta

5ountr <ead 2(mall business banking group

Mr. (ubir Bisht Mr. (an/a &ggarwal

5hief Risk :fficer 5ountr <ead 25redit Risk, Business Banking

Mr. Narun ,uli

6resident Business Banking

Ke <ighlights ) Milestones of Yes Bank.

;ov G88B

Incorporation of Y*( B&;K


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9imited Ma G88C RBI 9icense to commence banking business 1ec G88? Ranked ;o.B in the Business Horld (urve of Indias Best listed Banks Mar G88D Ranked ;o.G among ;ew 6rivate (ector Banks in the #inancial *%press surve 1ec G88D Hon .Best 5(R practice award G88D 1ec G88D =an G88> Mar G88> Hon .I, people award G88D ?8 operational branches across India Ranked ;o.B among ;ew 6rivate (ector Banks in the #inancial *%press3*)Y surve ) overall O7

on credit !ualit ) OG on -rowth &pr G88> Re&ie0 of Lite"at#"e #aik Kora and *ric ,. <illebrand had studied about the Interest Rate Nolatilit and Y*( Bank 6olicies . the studied that ,he 4.(. econom has e%perienced substantial fluctuations in real and nominal interest rates since the 7AD8s. ,his paper investigates empiricall the relationship between home mortgage loans and volatilit in mortgage rates for the period 7AD7M8G through G88BM8B. 5ontrar to common wisdom, we find a positive relationship between mortgage rate volatilit and home mortgage loans. #urther investigation indicates that this is due to
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?D operational branches across India

volatilit in the bond market. In times of high interest volatilit , households disinvest in government securities and invest in real assets, which ield a positive relationship between mortgage rate volatilit and home mortgage loans. In nov G888 Michelle =. Hhite and *mil Y. 9in had studied about the Bankruptc and the Market for Mortgage and <ome Improvement 9oans. ,he studied that ,his paper investigates the relationship between bankruptc e%emptions and the availabilit of credit for mortgage and home improvement loans. He develop a combined model of debtorsP decisions to file for bankruptc and to default on their mortgages and show that the theor predicts positive relationships between both the homestead and personal propert e%emption levels and the probabilit of borrowers being denied mortgage 'secured+ and home improvement loans. He test these predictions empiricall and find strong and statisticall significant support when evidence from cross3state variation in bankruptc e%emption levels is used. &pplicants for mortgages are G percentage points more likel to be turned down for mortgages and @ percentage points more likel to be turned down for home improvement loans if the live in states with unlimited rather than low homestead e%emptions. ,hese relationships also hold when we introduce state fi%ed effects into the model. OB1ECTI2E OF T3E STUDY

,o have an insight into the attitudes and behaviors of customers. ,o find out the differences among perceived service and e%pected service. ,o produce an e%ecutive service report to upgrade service characteristics. ,o understand consumers preferences.
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,o access the degree of satisfaction of the consumers

SCOPE OF T3E STUDY

,his stud is limited to the consumers with in ;ew 1elhi cit . ,he stud will be able to reveal the preferences, needs, satisfaction of the customers regarding the banking services, It also help banks to know whether the e%isting products or services these are offering are reall satisf ing the customers needs.
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REASERC3 MET3ODOLO+Y

& descriptive stud tries to discover answers to the !uestions who, what, when, where, and, sometimes, how. ,he researcher attempts to describe or define a sub/ect, often b creating a profile of a group of problems, people, or events.

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(uch studies ma 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 the ma involve relating the interaction of two or more variables. :rgani0ations that maintain databases of their emplo ees, customers, and suppliers alread have significant data to conduct descriptive studies using internal information. Yet man firms that have such data files do not mine them regularl for the decision3making insight the might provide.,his descriptive stud is popular in business research because of its versatilit across disciplines. In for3 profit, not3for3profit and government organi0ations, descriptive investigations have a broad appeal to the administrator and polic anal st for planning, monitoring, and evaluating. In this conte%t, how !uestions address issues such as !uantit , cost, efficienc , effectiveness, and ade!uac . 1escriptive studies ma or ma not have the potential for drawing powerful

inferences. & descriptive stud , however, does not e%plain wh an event has occurred or wh the variables interact the wa the do. SAMPLE SI4E (ample si0e denotes the number of elements selected for the stud . #or the present stud , 788 respondents were selected at random. &ll the 788 respondents were the customers of different branches of Yes Bank. MET3OD OF DATA COLLECTION

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,o know the response, the researcher used !uestionnaire method. It has been designed as a primar research instrument. Luestionnaires were distributed to respondents and the were asked to answer the !uestions given in the !uestionnaire. ,he !uestionnaires were used as an instrumentation techni!ue, because it is an important method of data collection. ,he success of the !uestionnaire method in collecting the information depends largel on proper drafting. (o in the present stud !uestions were arranged and interconnected logicall . ,he structured !uestionnaire will reduce both interviewers and interpreters bias. #urther, coding and anal sis was done for each !uestions response to reach into findings, suggestions and finall to the conclusion about the topic. TYPES OF DATA *ver decision poses uni!ue needs for information, and relevant strategies can be developed based on the information gathered through research. Research is the s stematic ob/ective and e%haustive search for and stud of facts relevant to the problem Research design means the framework of stud that leads to the collection and anal sis 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 6rimar data are those collected b the investigator himself for the first time and thus the are original in character, the are collected for a particular purpose. & well3structured !uestionnaire was personall sample to collect the primar data. LIMITATIONS OF T3E STUDY
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administrated to the selected

&lthough the stud was carried out with e%treme enthusiasm and careful planning there are several limitations, which handicapped the research vi0, 56 Time Con%t"aint%7 ,he time stipulated for the pro/ect 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. 86 Samp e %i9e7 1ue to time constraints the sample si0e was relativel small and would definitel have been more representative if I had collected information from more respondents. :6 A$$#"a$*7 It is difficult to know if all the respondents gave accurate informationF some respondents tend to give misleading information. C. It was difficult to find respondents as the were bus in their schedule, and collection of data was ver difficult. ,herefore, the stud had to be carried out based on the availabilit of respondents

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TABLE7; 5 PERCENTA+E OF PEOPLE 3A2IN+ BAN. ACCOUNT


Bank A$$o#nt Yes ;o Tota Pe"$enta!e ABE DE 5<<=

+RAP3

-raphical representation of the people having bank account

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Ana *%i%7 ; #rom the above table and graph it can be seen that onl DE of the people having no bank account while the other ABE have theirs in different banks. ,his data is presented in both the table and graphical presentation. Inte"p"etation7 (o we can conclude most of the people have accounts in various banks for having different reasons like , to have safet of mone , to transact easil with others etc. TABLE;8 T"an%a$tion of diffe"ent /ank% in t'e ma"ket

Banks SBI Yes Bank PNB AXIS ICICI t!er

percentage 22% 24% 20% 11% 13% 10%

+"ap'

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Ana *%i%7 ; #rom the former table and graphs we can see people have accounts like in (BI GGE , in Yesbank GCE,in 6;BG8E, in &QI( 77E,inI5I5I 7BE and in other banks there are onl 78E accounts among all the respondents. Inte"p"etation7 It is concluded here that es bank have its popularit of having alarge no. of accounts in the studied area for its best service in all sectors.

TABLE 7 : S3ARE OF DIFFERENT TYPES OF ACCOUNTS


SL6 No6 NATURE OF ACCOUNTS NUMBER OF RESPONDEN TS D> A C B ? 788 PERCENTA+ E OF RESPONDEN TS D>E AE CE BE ?E 788E

7. G. B. C. @. ,otal

(aving &I5s 5urrent &I5s #i%ed 1eposits 9oans :thers

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Ana *%i%7 &bove table shows that D>E respondents have (aving &I5s, and AE have 5urrent &I5s and rest of the respondents have 7BE share of other &I5s in
(atisfied Yes ;o Tota 6ercentage >G 7> 5<<

total 'which includes fi%ed deposits, loans, and other products+ Inte"p"etation7 ,his means most of the respondents are having (aving &I5s which means the bank deposits are enriching as (aving &I5s share is most.
TABLE; >

T3E CUSTOMERS SATISFACTION (IT3 INTEREST RATE OF Ye% Bank

C a%%ifi$ation Ba%ed on e&e of $#%tome" %ati%fa$tion 0it' t'e inte"e%t p"o&ided /* Ye% /ank

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Ana *%i%7 3 ,he customers are satisfied largel on the interest rate of Yes Bank compare to an other banks i.e. >GE which is elaborated in the above table and graphs. Inte"p"etation7 so we can concluded that the customers are satisfied with the interest rate of Yes Bank. TABLE; ? 3O( T3E CUSTOMERS SATISFIED (IT3 INTEREST RATES OF BAN.S
SL NO. NAME OF BAN.S 7 (BI G B C @ ,:,&9 6;B Yes bank I5I5I :,<*R( NO6 OF RESPONDENTS G? 7@ B? A 7C 788 PERCENTA+E OF RESPONDENTS G?E 7@E B?E AE 7CE 788E

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+RAP3 C a%%ifi$ation Ba%ed on e&e of $#%tome" %ati%fa$tion 0it' t'e inte"e%t "ate of /ank%.

Ana *%i%7 ,he above table shows that B?E of the respondents prefer Yes Bank firstl . ,hereafter the prefer other banks like (BI,6;B etc. 9ikewise (BI3G?E, 6;B37@E, I5I5I3AE and other banks 7CE. Inte"p"etation7 #rom these all it can be concluded that a ma/or part of the customers are satisfied with the interest rate of Yes Bank . TABLE7@ CONSUMERS (ILLIN+NESS TO S3IFT T3EIR AAC % TO OT3ER BAN.S

SL6 No6

RESPONSES

NUMBER OF RESPONDENTS > AG 5<<

PERCENTA+E OF RESPONDENTS >E AGE 5<< =

7. G. TOTAL

(hift 1oesnt shift

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Ana *%i%7 #rom this table it can be noted that the ma/orit of consumers 'AGE+ doesnt like to shift their &I5s to other banks. Inte"p"etation7 ,he reason can be increasing customer satisfaction and !ualit services offered b the bank. TABLE7 B SATISFACTION OF RESPONDENTS (IT3 SER2ICES OFFERED BY Ye% Bank BRANC3
SL6 No6 RESPONSE NUMBER OF RESPONDENTS >A 77 5<< PERCENTA+E OF RESPONDENTS >AE 77E 5<< =

7. G. TOTAL

(atisfied ;ot satisfied

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Ana *%i%7 #rom the above table it could be inferred that >AE of the consumers are satisfied with the service and !ualit of products of their bank. :nl 77E of consumers are not satisfied. Inte"p"etation7 Most of the respondents are satisfied with the service offered b Yes Bank. 6resentl the bank offers varieties of services and the customers are getting a good rate of return from their deposits. 5ustomers are getting good service from the bank. TABLE7C RATIN+S OF T3E SER2ICES OFFERED BY T3E RESPONDENTDS LIFE INSURANCE COMPANY
SL6 No6 7. G. B. C. @. RATIN+S *Q5*99*;, N*RY -::1 -::1 &N*R&-* 6::R NUMBER OF RESPONDENTS 8@ 8A D? 8? 8C PERCENTA+E OF RESPONDENTS @E AE D?E ?E CE
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TOTAL

5<<

5<< =

Ana *%i%7 #rom this table it could be inferred that D?E of the consumers have rated service offered as .good, AE of them have rated them as .ver good, and 8@E of them have rated as e%cellent and average while onl CE have rated aspoor

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.Inte"p"etation7 (ervice offered b the bank is improving da b da . Returns consumers are getting are also attractive. Ma/orit of the customers rates good, 6roduct (aving &Ic '(&+ 5urrent &I5 '5&+ #i%ed 1eposit '#1+ 9oan &I5 '9&+ Insurance 'I;(+ ,otal 6ercentage CDE GBE 7DE 8@E 8>E 788E

ver good and e%cellent because of the customer service offered b the bank. TABLE; 5< ('i$' p"od#$t of Ye% /ank i% /enefi$ia"* to C#%tome"E

+RAP3 C a%%ifi$ation Ba%ed on e&e of &a"io#% t*pe% of a$$o#nt p"o&ided /* /ank%.


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Ana *%i%7 ; It is seen that more customer have savings account like CDE in Yes bank. 9ikewise there are GBE current account , 7DE fi%ed deposit ,@E loan and onl >E insurance. Inte"p"etation7 (o it is clear that there are more savings account in Yes bank as compare to other accounts and services.

Findin!%

7..Most of the respondents are having (aving &I5s . G. Most of the respondents are satisfied with the service offered b Yes bank. B. Ma/orit of the customers rates good, ver good and e%cellent because of the customer service offered b the bank . C. people are now looking forward for better customer service in addition to the brand name in which the are investing and the returns the are getting. @. ,he reason can be increasing customer satisfaction and !ualit services offered b the bank.

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RECOMMENDATIONS Hith regard to banking products and services, consumers respond at different rates, depending on the consumers characteristics. <ence I Yes bank should tr to bring their new product and services to the attention of potential earl adopters. 1ue to the intense competition in the financial market, Yes Bank should adopt better strategies to attract more customers. Return on investment compan reputation and premium outflow are most preferred attributes that are e%pected b the respondents. <ence 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 reall satisfied or dissatisfied with the service and product of
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the bank. If the are dissatisfied, then the reasons for dissatisfaction should be found out and should be corrected in future. ,he Yes Bank brand name has earned a lot of goodwill and en/o s high brand e!uit . &s there is intense competition, Yes Bank should work hard to maintain its position and offer better service and products to consumers. ,he bank should tr to increase the Brand image through performance and service then, onl the customers will be satisfied. Ma/orit of the people find banking important in their life, so Yes Bank should emplo the strategies to convert the want in to need which will enrich their business.

CONCLUSIONS ,he pro/ect entitled " CUSTOMER SATISFACTION ON YES BAN.F has helped me in stud ing satisfaction about services and products offered to consumers.

(ince the opening up of the banking sector, private banks are in the fra each one tr ing to cover more market share than the other. Yet, Yes Bank is far behind (BI, 6;B. Yes bank must also be alert what with 6rivate Banks 'I5I5I, <1#5+ breathing down its neck. I am sure the bank will find m findings relevant and I sincerel hope it uses m suggestions enlisted, which I hope will take them miles ahead of competition.

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In short, I would like to sa that the ver act of the concerned management at Yes bank in giving me the /ob of criticall e%amining consumer satisfaction towards financial products and services of the compan is a step in their continual mission of making all round improvements as a means of progress. I am sure the bank has a ver bright future to look forward to and will be a trailbla0er in its own right.

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