CONTENTS

Chapter 1
1.1 Objectives, Scopes, and Limitations
1.2 Research Methodology
Chapter 2
2.1 Introduction to Banking
2.2 Introduction to Retail Banking
2.3 Introduction to Indusind Bank
2.4 Indusind Retail Services
Chapter 4
Conclusions
4.1 Conclusion/Findings
4.2 Recommendations
References

OBJECTIVE:
The main objective of this project is to study the awareness of the satisfaction of
customers regarding the Indusind Retail Banking. During this summer internship
program period I have to achieve some thing, which is helpful for my career, and
some value addition to the Banking Company. It gives me good opportunity to
expose and creating good impression of corporate mind.
To study on the Customer Satisfaction level on retail banking.
To find out what type of problem customer are facing related to service
delivered by Indusind Bank.
To understand the operations and modalities of Retail banking.
To know the technical advancement benefits for customers.

SCOPE:
Money is the centre of world economy and Bank works as a central point for money.
Banking industry is a very growing industry and among all the private nationalized
banks, particularly Indusind is doing very well. In this time of global slowdown where
the other companies are laying off their staffs Indusind has so many vacancies all over
India. So there is a huge potential for getting jobs in Indusind.

LIMITATIONS:

1. The survey was limited to Nagpur city only.

2. Target customers and respondents were too busy persons, so it was difficult to
get their time and view for specific questions.
3. Area covered for the project while doing job also was very large and it was
very difficult to correlate two different customers / respondents views in a
one. Every financial customer has his / her own need and according to the
requirements of the customer product customization was not possible.

Research Methodology:
The Research and Methodology adopted for the present study has been systematic and
was done in accordance to the objectives set which has been detailed as below.

Research Definition
Research is a process in which the researcher wishes to find out the end result for a
given problem and thus the solution helps in future course of action.
According to Redman & Mory, research is defined as a Systemized effort to
gain new knowledge.

Research Design:
According to Claire Seltiz, a research design is the arrangement of condition and
analysis of data in manner that aims to combine relevance to the research purpose
with economy in procedure.

Nature of Research:
Research is basically of two types.
1. Descriptive research
2. Explorative research

1. Descriptive Research:
My research design is descriptive as descriptive research
Describe the characteristics of certain groups/ samples / populations.
Estimate proportions in specified populations.
Make specific predictions.

Determining sources of Data:

There are two main sources of data:
1. Primary data
2. Secondary data
Primary Data: are those which are collected afresh and for the first time, and thus
happened to be original in character. Methods of primary collection are as follows:

Questionnaire

Secondary Data: It consists of information that already exists somewhere and has
been collected for some specific purpose in the study. The secondary data for this
study is collected from various sources like,

Books.

Website.

Newspaper(Economic times)

Financial Magazine. ( Financial express , business world etc)

Sample Size: Total sample size is 100

Questionnaire Development:
Questionnaire is the most common instrument in collecting primary data. In order to
gather primary data from viewers. The present questionnaire consists closed ended
type of questions.

Sampling:
Sampling is that part of statistical practice concerned with the selection of individual
observations intended to yield some knowledge about a population of concern,
especially for the purposes of statistical inference.
In my survey, I have taken convenience sampling. My sampling is probability
sampling as probability sampling that has been selected using simple random
selection each unit in the population has a known chance of being selected.
Moreover, my sampling technique is simple random technique as in simple Random
sampling; each unit of the population has an equal probability of inclusion in the
sample. In my survey, each respondent have equal opportunity to be selected and the
data, which I collected, was from customers of INDUSIND who is engaged in retail
banking.

ABOUT BANKING:
Origin of Banking
Banks are among the main participants of the financial system in India.
Banking offers several facilities and opportunities. Banks in India were started on the
British pattern in the beginning of the 19thcentury. The first half of the 19thcentury,
The East India Company established 3 banks The Bank of Bengal, The Bank of
Bombay and The Bank of Madras. These three banks were known as Presidency
Banks. In 1920 these three banks were amalgamated and The Imperial Bank of India
was formed. In those days, all the banks were joint stock banks and a large number of
them were small and weak.
At the time of the 2ndworld war about 1500 joint stock banks were operating
in India out of which 1400 were nonscheduled banks. Bad and dishonest management
managed quiet a quiet a few of them and there were a number of bank failures. Hence
the government had to step in and the Banking Companys Act (subsequently named
as the Banking Regulation Act) was enacted which led to the elimination of the weak
banks that were not in a position to fulfill the various requirements of the Act. In order
to strengthen their weak units and review public confidence in the banking system, a
new section 45 was enacted in the Banking Regulation Act in the year 1960,
empowering the Government of India to compulsory amalgamate weak units with the
stronger ones on the recommendation of the RBI. Today banks are broadly classified
into 2 groups namely (a) Scheduled banks. (b) Non-Scheduled banks.

Customers are broadly classified into two:

1. Personal Customers: Individuals having accounts singly or jointly (including

minors)
2. Non Personal Customers: Non individual customers like Proprietary concerns,
Partnerships, Companies, Trusts, Associations, Clubs, Societies, Institutions,
Govt. Departments, NGOs, SHG etc.

Accounts are broadly classified into two:

Customer accounts (external accounts): Deposit accounts (Savings Bank, Current
Account etc), Loan Accounts (Demand Loan, Term Loan etc) and Contingent
accounts (Bank Guarantee etc)
Office accounts. (Internal accounts): Cash Balance accounts, fixed assets account,
Drafts account, Sundry Deposit account, Interest account etc.

Basic Deposits Account:

Savings Bank: Running account for saving with restriction in number of

withdrawal.

Current Account: Running account without restriction on number of

withdrawals.

Term Deposit: Deposit of an amount for a fixed period where interest is paid
monthly/Quarterly.

Special Term Deposit: Deposit of an amount for a fixed period where interest
is compounded Capitalized) and paid on maturity.

Recurring Deposit: Regular (Monthly) deposit of a fixed amount for a fixed

period.

Types of Loan Account:

Overdraft
Demand Loan
Term Loan
Cash Credit

1. Overdraft:
A Current account when permitted to overdraw (allowing withdrawal more than
deposited or without deposits) becomes an overdraft account.
Can be operated by cheque, ATM, INB
A type of advance of temporary nature/ to valued clients sometimes against Term
Deposit, NSC etc.
A running account where further withdrawals (debits) can be permitted as and
when deposits (credits) come.

2. Demand Loan:
Basically an advance payable on demand.
Payment in installments also generally allowed.
Given against Bank deposits, NSCs, Insurance policies
Gold loans and Pension Loans are given as Demand loans
Only one Debit allowed for disbursement. Cannot be operated by cheque &
ATM.

3. Term Loan:
Loan payable as per pre-determined installments over a fixed term.
Extended for acquisition of assets like house, car, land, building, Plant &
Machinery etc.
Installments are to be paid out of the income of the person in case of Personal
Segment loans
Installments are to be paid out of the income of the activity financed in case of
non-personal segment loans.

4. Cash Credit:
An advance facility for financing the working capital needs of commercial
activities.

 A running account on the lines of Overdraft.

An account where all the receipts and payments of the activity on account of
day-to-day operations are expected to be reflected.
Extended against the stocks and receivables of the unit. (Stocks: raw
materials, semi finished goods, finished goods etc, Receivable means money
to be received towards sales).

5. Security and Margin:

The physical or financial asset for / against which the advance is made is
referred as security. A car is a security for which a car loan is given.
Assets acquired out of bank finance are called primary security. Any additional
security offered by the borrower is called collateral. However, in CBS
parlance all securities are referred as collaterals.
The amount contributed by the borrower to the project cost / the percentage
value of the assets owned by him is referred as margin.

6. Charge:
An asset offered to the creditor (who lends the money) becomes a security
only if a legally enforceable interest is created in his favor. This process is
called the creation of Charge.
Lien, Pledge, Hypothecation and Mortgage are different types of charges
applicable to different types of securities.

7. Transaction:
There are three types of transactions:
Cash: Where receipt payment of physical cash is involved.
Transfer: Where funds are transferred from one account to another account without.
Clearing: Transfer transactions where funds are exchanged with other banks through
clearimg

INTRODUCTION ABOUT RETAIL BANKING:

Retail banking is, however, quite broad in nature - it refers to the dealing of
commercial banks with individual customers, both on liabilities and assets sides of the
balance sheet. Fixed, current / savings accounts on the liabilities side; and mortgages,
loans (e.g., personal, housing, auto, and educational) on the assets side, are the more
important of the products offered by banks. Related ancillary services include credit
cards, or depository services.
The issue of retail banking is extremely important and topical. Across the
globe, retail lending has been a spectacular innovation in the commercial banking
sector in recent years. The growth of retail lending, especially, in emerging
economies, is attributable to the rapid advances in information technology, the
evolving macroeconomic environment, financial market reform, and several microlevel demand and supply side factors.
India too experienced a surge in retail banking. There are various pointers
towards this. Retail loan is estimated to have accounted for nearly one-fifth of all
bank credit. Housing sector is experiencing a boom in its credit. The retail loan
market has decisively got transformed from a sellers market to a buyers market. All
these emphasize the momentum that retail banking is experiencing in the Indian
economy in recent years.
Retail banking refers to provision of banking services to individuals and small
business where the financial institutions are dealing with large number of low value
transactions. This is in contrast to wholesale banking where the customers are large,
often multinational companies, governments and government enterprise, and the
financial

institution

deal

in

small

numbers

of

high

value

transactions.

The concept is not new to banks but is now viewed as an important and
attractive market segment that offers opportunities for growth and profits. Todays
retail banking sector is characterized by three basic characteristics:
Multiple products (deposits, credit cards, insurance, investments and
securities)
Multiple channels of distribution (call center, branch, and internet)
Multiple customer groups (consumer, small business, and corporate).

SCOPE FOR RETAIL BANKING IN INDIA:

All round increase in economic activity
Increase in the purchasing power. The rural areas have the large purchasing
power at their disposal and this is an opportunity to market Retail Banking.

India has 200 million households and 400 million middleclass population more
than 90% of the savings come from the house hold sector. Falling interest rates
have resulted in a shift. Now People Want To Save Less And Spend More.
Nuclear family concept is gaining much importance which may lead to large
savings, large number of banking services to be provided are day-by-day
increasing.
Tax benefits are available for example in case of housing loans the borrower can
avail tax benefits for the loan repayment and the interest charged for the loan.

Drivers of Retail Growth:

CHANGING CONSUMER DEMOGRAPHICS
Growing disposable incomes
Youngest population in the world
Increasing literacy levels
Higher adaptability to technology
Growing consumerism
Fiscal incentives for home loans
Changing mindsets-willingness to borrow/lend
Desire to improve lifestyles
Banks vying for higher market share

Future of Retail Banking:

 The accelerated retail growth has been on a historically low base.

Penetration continues to be significantly low compared to global bench marks.
Share of retail credit expected to grow from 22% to 36%.
Retail credit expected to grow to Rs.575, 000crs by 2010 at an annual growth
rate of 25%.
Dramatic changes expected in the credit portfolio of Banks in the next 5 years.
Housing will continue to be the biggest growth segment, followed by Auto
loans.
Banks need to expand and diversify by focussing on non urban segment as
well as varied income and demographic groups.
Rural areas offer tremendous potential too which needs to be exploited.
Challenges:
Sustaining Customer loyalty.
NPA reduction & Fraud prevention.
Avoiding Debt Trap for customers.
Bringing rural masses into mainstream banking.
Major Players in Retail Banking:
This section covers the key facts about the major players (including Public, Private,
and Foreign sector) in the Indian Banking Industry, including
1)Bank of Baroda,
3)Canara Bank,

2)State Bank of India,

4)Punjab National Bank

5)HDFC Bank,

6)ICICI Bank,

7)Kotak Mahindra Bank,

9)Citibank,
11)ABN AMRO Bank

8)Standard Chartered Bank,

10)HSBC Bank,
12)Indusind Bank

History of Indusind Bank since 1994 till now:

The bank was incorporated on January and obtained Certificate of

Commencement of Business in February 1994.

The bank proposed to set up an investment bank as a subsidiary of the bank

for concentrating on various faces of investment banking.

All operating outlets have direct access to Nostro Accounts through

sophisticated computerized system SWIFT.

1200, 00,000 No. of Equity shares issued in 1995.
The Bank has a state-of-the-art dealing room at Nariman Point,Mumbai.
9 branches were added to the network and the number of branches doubled to
18 in 1996.

The Company has successfully launched the 'anywhere banking concept and
bank's customers can look at it as 'one Bank' in 1997.

IndusInd Bank has launched Fast Forex to wipe out delays in sending and
receiving funds to and from foreign centres in 1997.

IndusInd Bank Ltd has launched its Banking on the Net service on March 24

and launch its site www.indusind.co.in 1998.

The Bank has entered into an agreement with National Securities Clearing
Corporation Ltd. of National Stock Exchange (NSE) whereby the Bank will

act as official banker to NSE in 1999.

IndusInd Bank Limited has launched its exclusive international remittance
system-FAST (Fully Automated Straight Through) Forex.
The Bank has launched its global credit card, to be issued in association with
the Hong Kong and Shanghai Banking Corporation Ltd.under the MasterCard
franchise in 2000.
IndusInd Bank has launched an e-broking platform, eTrading, Kothari Pioneer
Mutual Fund and IndusInd Bank have joined hands to enter into an alliance in
2000.

IndusInd Bank Ltd has informed that the Board of Directors have appointed
Mr S Venkitramanan as Additional Director and Non-executive Chairman
subject to approval of Reserve Bank of India. In 2002

Bank secures ISO 9001:2000 certification for all its branches in the 10th year
of its operations in 2003.

IndusInd Bank on April 30 launched Indus AIM (anywhere instant money) for

inter-bank real time gross settlement (RTGS) transactions.in 2004.

IndusInd Bank Ltd has accepted the resignation of Mr. Gopal Lohiya,
Company Secretary of the Bank with effect from July 5, 2004, Nagarajan
selected as IndusInd Joint MD

Indusind Bank Ltd has announced that Doha Bank, Qatar and the Bank, India
announced their strategic alliance in Doha in 2006.

On January 16, 2007 Aviva Life Insurance and Indusind Bank Ltd has

announced their tie-up as Bancassurance partners in 2007.

Cholamandalam MS enters into a strategic partnership with IndusInd
Bank in 2007.
IndusInd Bank inaugurates its first Solar-powered ATM in Mumbai in 2009.

INDUSIND RETAIL BANKING SERVICES:

1. BRANCHES &ATM

Within a few years of its foundation, IndusInd Bank started climbing the
ladder of success and became one of the fastest-growing banks in the Indian
banking sector.

By 2006, it had expanded its branch network, from 61 in 2004, to 137.

Apart from setting up 150 ATM centers of its own, the bank also concluded
multilateral arrangements with other banks, taking the total number of
authorized ATM outlets to 15,000.

All the branches as well as ATMs of IndusInd Bank are connected to its central
database, via a satellite that operates on the latest version of IBMs AS400-720
hardware & Midas Kapiti (now Misys)software.

2. Businesses

IndusInd Bank operates in a diverse range of businesses, which include

Corporate Banking, Retail Banking, Treasury and Foreign Exchange,
Investment Banking, Capital Markets, Non-Resident Indian (NRI) / High
Networth Individual (HNI) Banking and Information Technology (through a
subsidiary).

It also claims the distinction of being the first bank in India that received ISO
9001:2000 certification for its Corporate Office and its entire network of
branches.

3. Products & Services

IndusInd Bank provides multi-channel facilities, which comprise of ATMs,

Net Banking, Mobile Banking, Phone Banking, Multi-city Banking and
International Debit Cards.

It is also credited for being one of the first banks to become a part of RBIs
Real Time Gross Settlement (RTGS) system.

Enlisting the help of KPMG, IndusInd Bank has adopted an enterprise-wide

risk management system, including global best practices in the area of Risk
Management.

The

other

products

and

services

offered

by

the

bank

include:

PERSONAL BANKING
1. Accounts
IndusInd Bank understands the need for customized banking solutions which
help manage customer finances better by saving their time and money.
A wide range of accounts cater to the varying needs at every stage of
customers life, and make banking effortless.

(A) Indus Classic Savings Account

Features & Benefits:

IndusInd Bank presents a Savings Bank account with a host of facilities to make
banking more convenient:

Debit Card

Banking at your convenience

Internet Banking

Cheque Book

Statements & Nomination

No need to carry cash anymore

(B) Indus Easy Savings Account

Features & Benefits:

Customer gets all banking facilities at Zero minimum balance and Simplified
documentation
Simplified Processes

ATM Card

Banking as per your convenience

Internet Banking

Cheque Book

Statements & Nomination

(C) Indus Privilege Savings Account

Features & Benefits:

IndusInd Bank presents a Savings Bank account which offers a host of features and
benefits for customer and their family.

Free Indus Young Saver Account

Debit Card

Internet Banking

Multicity Cheque Book

Standing Instructions

Statements & Nomination

No Need to Carry Cash Anymore

(D) Indus Young Saver

Features & Benefits

Customer can open the account with a minimum deposit of Rs.11/- only. This
account can be opened as a free add-on account with a regular IndusInd Savings
account. This account is an ideal combination of a Savings Bank Account and Flexi
Recurring Deposit.

Flexi Recurring Deposit

Standing Instruction

TDS not applicable

(E) Indus Maxima Savings Account

Features & Benefits:

Bank welcomes customer to explore the world of Maximum benefits, convenience
and rewards with Indus Maxima.
List of Exclusives

Maximum Platinum VISA Debit Card

2 Free Add-on Accounts

Host of free services & benefits

Anywhere Banking

Relationship Banking

DEPOSITS:
Customer has worked hard to earn their money. Now, bank let their money work hard
to

earn

for

them

with

IndusInd

Bank

Fixed

Deposits.

The BENEFITS of fixing your deposits with IndusInd Bank

a. Flexible range of tenures to suit customer investment plans
b. Choice of various Fixed Deposit schemes
c. Interest payable monthly, quarterly, half yearly, annually or at maturity as per
customer convenience
d. Interest is payable by cheque or by credit to customer Savings / Current account
e. Competitive interest rates
f. Nomination facility available
g. Partial withdrawals permitted
h. Auto Renewal facility
i. Special rates for Senior Citizens
j. Recurring Deposit which encourages savings.
(A)Sweep - In / Out Deposit

Features & Benefits:

IndusInd Bank offer Sweep out facility over a cut off limit in CA and SB accounts.
Similarly, the Term deposits would be closed and credited to the CA/SB account
(Sweep-in) as and when it is required, with minimum interest loss to the customer
Minimum Deposit amount:

Savings Account- As per the account type held, refer to specific

Savings Account product feature

Current Account- As per the account type held, refer to specific

Current Account product feature

Interest Rate: As applicable to Term deposits including Senior Citizen benefits

TDS in Interest: Applicable to the Term deposits
Deposit Tenor: 30 days to 24 months
Nomination facility: Available
Premature Closure: Allowed
(B)Young Saver Deposit

Features & Benefits:

IndusInd Bank inculcates savings habit among children with high return on their
savings by linking Savings Bank Account with Flexi Recurring Deposit. Account is
being opened and operated by the guardian for the minor.
Opening Balance: Rs. 11/Interest Rate: As applicable to Term deposits in the case of Recurring Deposit
TDS in Interest: Recurring Deposits are exempted from TDS
Deposit Tenor: 6 months to 120 months
Nomination facility: Available
Premature Closure: Allowed

(C) Senior Citizen Scheme

Features & Benefits:

Special rate is applicable to Senior citizen those who have completed 60 years of age.
In case of joint deposits, the first name should be of the Senior citizen.
Deposits under Senior citizen should not be used as security for commercial purposes
Minimum Deposit amount: Rs.25000/- No maximum
Interest Rate: + 0.50% than the actual rate for General Public
TDS in Interest: Applicable
Deposit Tenor: 7 days to 120 months
Nomination facility: Available
Premature Closure: Allowed

(D)Regular Recurring Deposit

Features & Benefits:

IndusInd Bank accumulates customer monthly installments with high yield through its
Recurring Deposit Scheme
Opening Balance: Rs.500/Interest Rate: As applicable for term deposits including the benefits of Senior
Citizens
TDS in Interest: No TDS as per current regulations
Deposit Tenor: 12 months to 120 months
Nomination facility: Available
Premature Closure: Allowed

(F) Flexi Recurring Deposit

Features & Benefits:

Features: Recurring Deposits are treated as unit of Rs. 100/Opening Balance: Rs.1000/Interest Rate: As applicable for term deposits including the benefits of Senior
Citizens
TDS in Interest: No TDS as per current regulations
Deposit Tenor: 12 months to 120 months
Nomination facility: Available
Premature Closure: Allowed

3. Loans
IndusInd Bank offers a range of loan schemes for all the special needs that require
finance.
Features:

Simple Paperwork
Fast Processing

(A) Home Loan

Features & Benefits

Attractive Interest Rates

Easy Documentation
Fast Processing
Transparent Dealings
Door step service
Housing loan is extended for the purpose of

Purchase of land and construction of a residential property

Purchase of New Flat / House
Purchase of old house / flat along with undivided share of land
Extension/ modification of existing house / flat
Loan against property (Residential property)
Balance takeover from banks/HFC
(B)Small Business Loan
For any business to succeed, the availability of funds throughout its life cycle is of
paramount importance. Bank offer a wide range of services to meet all the banking
requirements of small and medium enterprises. The limits are fixed keeping in view
the enterprise's need for funds against the value of the security, margin available and
credit worthiness of the borrower's enterprise.
(c) Car Loan
Features & Benefits:
Quick & Easy processing: Very simple & Hassle-free documentation.
Transparency: No hidden charges.
Flexible repayment option: 12 to 60 month scheme with structuring based on
customer need.
Fast track Loan: processing within 48 hours.
Attractive interest rates.
Special scheme & rates for IndusInd bank account hold.

(D)Two - wheeler Loan

Features & Benefits:

Easy Payment option

Direct debit from Indusind Savings/ Current Account or Post dated

cheques

(E)Construction Equipment Loan

Key Features:
For any business to succeed, the availability of funds throughout its life cycle is of
paramount importance. We offer a wide range of services for funding of commercial
vehicles and construction equipments. The limits are fixed keeping in view the
customers need for funds against the value of the security, margin available and
credit worthiness of the borrower.
At first, the customer requirements are properly understood and documented. After
this the customer requirements are matched with company capability and services are
offered as per the requirements of the customer within the overall policy
framework/procedural guidelines.

(F)Loan against Shares

Indus Demat Cash Scheme
The loan is given for any of the purposes broadly categorized as under Personal
Purposes: For meeting personal expenses like for marriage, housing, education,
medical etc. Business Purposes: For meeting financial requirements for your
professional or business purposes other than operations on stock markets
Features & Benefits:
Loan Amount
Security

Minimum Rs. 1lacs, Maximum Rs. 20lacs.

Equity Shares of the Companies on the approved list of the Bank held
in demat form.
Margin

40% of the value of shares for approved Stocks only.

Value of Shares

Current Market Price

Period of Loan

For 12 months. May be renewed on request, at Bank's discretion

4. Debit Cards
IndusInd Bank brings customer a suite of premium and utility debit cards with best in
class features and benefits which make banking and spending a pleasure. Whats
more, customer get rewards and redemption options like never before!
ATM NETWORK
India:

Over 600+ ATMs of IndusInd bank in India

Over 60,000 VISA / PLUS ATMs in India

International:

Over 1 million VISA / PLUS ATMs across the globe

(A) International Classic VISA Debit Card

Features & Benefits:

Easy Access

No Need to Carry Cash Anymore

Indus Money

Secure Online Shopping

Complimentary Card Insurance

Daily Transaction Limits:

The daily limits per card are as follows:

For ATMs: Rs. 25,000*#

For Shopping & Purchases (Online / At Merchant Establishments): Rs. 50,000*
For Visa Credit Card Bill Payment: 49,999 per day
(B)International Gold VISA Debit Card
Features & Benefits:

Easy Access

No Need to Carry Cash Anymore

Indus Money

Offers

Secure Online Shopping

Complimentary Card Insurance

Daily Transaction Limits:

The daily limits per card are as follows:

For ATMs: Rs. 50,000*#

For Shopping & Purchases (Online / At Merchant Establishments): Rs. 1,00,000*
For VISA Credit Card Bill Payment : 49,999 per day*
(C)Maximum Platinum VISA Debit Card
Features & Benefits:

Maximum benefits for Maximum joy

Maximum Limits

Happiness has no limits!

For Shopping & Purchases (Online / at Merchant Establishments): Rs.3, 00,000/- per
day *
For ATM Cash Withdrawals: Rs.2, 00,000/- per day*
For Visa Credit Card Bill Payment: Rs.49, 999/- per day *

Maximum Protection

Complimentary Card Insurance

Secure Online Shopping

Maximum Rewards

(D)Indus Money
Features & Benefits:

A unique loyalty program for customers, which rewards customer for all types of
spends using your IndusInd International Debit card customer can use any of bank
Direct Banking Channels viz. ATMs and Internet Banking, or can swipe their card at
a merchant outlet, to avail of the benefits under this program. And if someone who
prefers cash for shopping and miscellaneous payments, he'll not feel left out either, as
bank reward customer for ATM withdrawals as well!*
(E)Secure Online Shopping
Features:
Customer Experience the convenience of shopping and making their e-payments
online. Customer can use IndusInd Bank Debit Card online for all shopping, billpayments & e-Payments.

5. Investments
IndusInd Bank offers personalised investment options to help achieve customer
financial objectives. Solutions are tailor-made to suit each individual's requirements.
Bank offer a host of financial instruments that includes Fixed Deposits, Mutual Funds,
Bonds and Insurance products

(A) e-Trading
Proposition
IndusInd Bank offers its customers a unique 3-in-1 proposition for e-trading in Indian
capital markets.
How it works:
Indusind 3-in-1 platform seamlessly integrates customer Savings, Demate & Trading
accounts. As a part of 3-in-1 offering customer will be provided trading functionality
& access to world class advisory/research by their broking partner(s). Customer
savings and trading accounts will be automatically integrated with customer trading
account

and

enabling

customer

to

trade

hassle

free.

(B) Bonds

GOI Savings Bonds

Capital Gain Bonds

(C) Mutual Funds

In a mutual fund many investors contribute to form a common pool of money. A
mutual fund uses this money that is collected from investors, to buy those assets
which are specifically permitted by its stated investment objective.

Benefit:
Portfolio Diversification
Professional Management Skills
Economies of Scale
Liquidity, Convenience and Flexibility
Affordabilit

(D) Suvarna Mudra

Features & Benefits:

Attractively priced gold coins (5gm and 10gm) and ingot (50 gm)

Magnificently designed product, presented in Tamperproof Assay

Certified Certicard

Highest purity 99.99%

Available at 165 branches across the country

Can be purchased by cash (up to Rs. 50,000), debit to account

(IndusInd customers) or against Pay order /Demand Draft. In case of DD/PO,
delivery will be affected only after receipt of clear funds.

Can be purchased by non-customers too.

Discount available for bulk purchases

(E) Alternate Investment Products

Alternate Investment Products comprise of three main products- structured Products,
Private Equity and Portfolio Management Services.

Portfolio Management Services

Structured Products

Private Equity

6. Insurance
IndusInd Bank offers customized solutions that include Accident, Health, Liability,
Marine, Motor, Property, Travel & Rural Insurance for individuals as well as
corporate customers in association with Cholamandalam MS General Insurance
CompanyLtd.
(A) Health Insurance
Features & Benefits

Pre-Hospitalization

Hospitalization

Post-Hospitalization

Day Care Procedure

Local Ambulance Service

(B)

Motor Insurance

Features & Benefits :

Cholamandalam Motor Insurance policy protects CUS vehicle from losses or damages
that can occur due to:

Fire, explosion, self-ignition, lightning

Burglary, house breaking, theft

Riot & strike

Earthquake (fire & shock damage)

Flood, Typhoon, Hurricane Storms, Tempest

Inundation, Cyclone, Hailstorm, Frost

Accidental external means

Malicious act

Terrorist activity

Landslide, Rockslide

Whilst in transit by road, rail, inland waterway, lift, elevator or air

(C) Home Insurance

Features & Benefits:
1.

Building

2.

Contents

3.

Jewelers & Valuables

4.

Plate Glass

5.

Domestic Appliances

6.

Domestic Electronic Equipment

7.

Cancellation of Vacation

8.

Baggage

9.

Personal Accident

(D)Travel Insurance
Holidays, vacations, visiting friends & family, a quick trip on work the Chola MS
Short term Travel policy will help you travel peacefully & safely.
3 cover options to suit all your travel needs
o

Silver Cover a simple, cost-effective plan

Gold Cover a comprehensive, value plan

Platinum Cover a high-end plan

(E)Life Insurance
IndusInd Bank offers customized insurance solutions which offer comprehensive
product portfolio meeting all customer life cycle needs of Child planning, Savings,
Retirement Planning and Protection in association with Aviva Life Insurance.

Features & Benefits:

With a strong sales force of over 30,000 Financial Planning Advisers

(FPAs), Aviva has initiated and pioneered many innovative sales approaches,
including the concept of Banc assurance and Financial Health Check services.
A seasoned team of fund managers make our fund management are one

of the key differentiators with Aviva. Keeping with Avivas commitment of social
responsibility, Aviva has been successful in reaching out to the underprivileged
strata through their Micro insurance initiatives.
Aviva brings , not just a robust product portfolio meeting all lifecycle

needs related to Savings, Retirement, Investments and Protection but right

investment strategies that will help Customer to plan for a secured future

7. Demat
Shares are traditionally held in physical or paper form. This method has its own
inherent weaknesses like loss/theft of certificates, forged/fake certificates,
cumbersome and time consuming procedure for transfer of shares etc. Therefore, to
eliminate these weaknesses, a new system called Depository System was introduced
in India after the enactment of the Depositories Act 1996
(A) Demat Account

Depository System provides the following advantages to an investor:

Shares cannot be lost or stolen or mutilated.
Customer never need to doubt the genuineness of shares i.e., whether they are

forged or fake.
Share transactions like transfer; transmission etc. can be effected immediately.
Transaction costs are usually lower than that in the physical segment.
There is no risk of bad delivery.
Bonus/Rights shares allotted to customer will be immediately credited to their

account.
Customer will receive the statement of account of their transactions/holdings
periodically

CONCLUSION:
Indusind is providing good services to the clients during sanctioning the loan
and other retail product.
They cooperate with the clients to given maximum benefits.
Different banks offer same product but services only aspect, which
differentiate banks products.

Services through corporate banking, personal banking Indusind reaches among

the maximum number of customers among private banks among the country
and More than average number of customers were found satisfied by the
offered services of INDUSIND.

FINDINGS:
Customers were satisfied from the quick response and good customer
relationship.
Customer found employees of INDUSIND very helpful and cooperative.

 Customer are more influenced for taking loan and other retail product from
Indusind because of trust, customers have on Bank.

Customer found the procedure of availing retail product is simple and hassle
free.

RECOMMENDATION:
Their should be a separate section to deal with the customer queries and other
responses.
When a customer comes to know about the product one should say more about
its value and benefits.
References:

www.indusind.com

Banking Law and Practices (S.N.Maheswari)

The Economic Times