Standerd Charted Bank

A
Project Study Report

On
Submitted in partial fulfillment for the

Award of Degree of
Master of Business Administration
SUBMITTED TO: SUBMITTED TO:

Col.C.D.Sharma SHIKHA AGARWAL
(DEAN, FMS, MAIET) MBA (II) year
[2007 – 2009]
MAHARISHI ARVIND INSTITUTE OF

ENGINEERING & TECHNOLOGY
(AFFILIATED TO UNIVERSITY OF RAJASTHAN)
PREFACE
Practical training is one of the major components for any professional course like M.B.A. the real
place where a professional person faces a problem in a field. It was a good exposure for me to
undergo training in a highly esteemed and multi corporate company like Standard Chartered
where I got to enhance my knowledge and experience with respect to “COMPARATIVE
ANALYSIS OF FINANCIAL PRODUCTS AND SERVICES OF STANDARD
CHARTERED BANK.”
I was able to get familiarized with the corporate environment, team support and management
operations in working out the operations of efficiency successfully for the achievement of the end
objectives of the organization as a whole.
As rightly quote by Pt. JAWAHAR LAL NEHRU ji:
“It is good to have enthusiasm but it is essential to have training. Training can be in all way of
life.”
Thus I would say that this training was beneficial educative & good exposure to me, which will
certainly help in my near future.
ACKNOWLEGDEMENT
I express my sincere thanks to my project guide Mr. ANKUR RASTOGI, for guiding me right
from the inception till the successful completion of the project. I sincerely acknowledge them for
extending their valuable guidance, support for literature, critical reviews of project and the report
and above all the moral support they had provided to me with all stages of this project.
SHIKHA AGARWAL
MBA PART II
DECLARATION
I Shikha agarwal s/o Mr. Rajkumar agarwal declare that the project report titled
“Comparative Analysis of Financial products and services on Standard Charted Bank”
is based on my project study. This project report is my original work and this has not
been used for any purpose anywhere.
SHIKHA AGARWAL
MBA PART II
EXECUTIVE SUMMARY
Standard Chartered Bank having a history of over 150 years in the banking sector has
become one of the world’s fastest growing banks. In India, Standard Chartered started
its operations by opening a branch at Kolkata in 1858 and has completed 150 years of
its existence as a company in 2003.
Standard Chartered offers various financial products and services to its customers to
invest their savings viz. savings account, current account, fixed deposits, mutual funds
and insurance plans in tie up with Bajaj Allianz.
The project is related to comparison of financial products and services of Standard

Chartered Bank with other multinational banks and private sector banks existing in India.
A secondary as well as primary research was conducted. Questionnaires were designed
and were filled by the customers having their relation in the banks studied taking the
sample size as 100.
From the research conducted it was concluded that though Standard Chartered has
grown tremendously in India, it still has a long way to go. The customers are satisfied
with the bank’s savings account but when other products are concerned like current
account, term deposits customers are not much satisfied with the benefits provided.
Even under savings account, average quarterly balance of 10,000 is to be maintained
which is not affordable by all. So, the customers of Standard Chartered are basically the
rich class people. Moreover, people are very much dissatisfied with the Bank’s credit
card and most of them are planning to discontinue the product.
Standard Chartered should target the middle income group. It should focus on brand
building by expanding market. Standard Chartered has restricted its operations in metros
so it should make its stand in non- metros as well. It should improve its services and
check its loopholes to satisfy its customers fully.
PROFILE CONTENT
1. Industry profile
2. Organization’s profile
• Introduction of Standard charted bank
• Standard charted bank presence in India
• Achievement for Standard charted bank
3. Objectives of study
4. Products & Services of Standard charted bank
• PRODUCTS
• Saving Account
• Current Account
• Insurance Plans
• Insurance Plans
• Services
• Financial Statement
• Finance Report
5. Research methodology & Sample design
• Research objectives
• Process of Research Methodology
• Tools and Techniques used for data collection
6. Data Analysis & Interpretation
• Comparative analysis between SCB and Other Multinational

Banks
• Comparative Analysis between SCB and Private Sector Bank

• Analysis of Primary data
7. SWOT Analysis
8. Findings
10. Recommendations
11. Conclusion
12. Appendices (Questionnaire)
13. Bibliography
INDUSTRY INTRODUCTION
Although the antiquated Indian banking system has its roots in the nineteenth century, the
character and structure of the system has, however, changed substantially since 1969, when the
major banks were nationalized. Prior to nationalization, banking was concentrated only in urban
areas. It was clear that a better banking system was needed to promote the economic goals of the
new Indian state. Rural markets for industrial goods could not be developed so long as money
lenders charge high rates of interest, which was the main source of rural credit. Moreover, the
'green revolution' depended on farmers finding substantial sources of credit to pay for fertilizers
and hybrid seeds.
Since the mid-1970s, there has been a spectacular growth in the number of bank branches and in
the size of their deposits and advances. According to experts in banking this transformation has
no parallel anywhere in the world. After nationalization, there was also a change in recruitment
policy. For the first time, the doors of the banks were opened to everyone, irrespective of family
status, caste, community, religion or gender. Recruitment was done on a more systematic basis,
with merit assessed by conducting aptitude tests by an external agency in a relatively impartial
manner.
As the size of the banking sector increased, the industry became difficult to manage and
Computer technology offered a possible solution. In India in the early 1960s, a small number of
industrial houses and a few educational, research and development institutions started using
computers. During the late 1960s and 1970s, service-oriented industries such as airlines, railways
and insurance companies introduced computers in order to 'improve their functioning' and 'to
provide better customer service’. However, Banks in India did not introduce computers on a large
scale because of the fear that these would result in retrenchment and unemployment.
For a long time Indian banks faced very little competition and operated in a protected economy
and so no long-term policy or perspective was formulated for the banking sector. Banking sector
was simply treated as a part of the public sector. But now, well-computerized foreign banks are
beginning to compete seriously with the nationalized banks. They target at the profitable and
wealthy part of the market and, in contrast to the nationalized banks, do not recognize any social
responsibilities to small account holders or to a rural and semi-urban client.
The banking and financial services Industry in India is in a state of inevitable and rapid growth.
The market for banking products and services has become more competitive than ever before.
With the steady fall in interest rates over the two years, customers started looking for alternate
avenues for savings and investments such as pension funds, mutual funds, life insurance products
etc. Furthermore, interest margins and hence revenue opportunities have become very thin which
are driving banks and financial services companies to look for lending opportunities where
intrinsically the delinquency rates on loans are low and where the risk can be spread across a
large base of customers. Simultaneously, a rapidly growing middle class having an enormous
appetite to borrow from Banks for a better and improved lifestyle, has given banks and financial
services companies an opportunity to finance the demand side of the Economy.
The multinational banks and some of the new private sector banks in the country have entered the
Indian market and seized the opportunity very well. The public sector banks and the old private
sector banks, who command over 80% market share in the banking industry, must seize the
opportunity in a big way and respond aggressively to market demands if the growth in Retail
Banking has to be accelerated in the country itself.
To be successful in Retail Banking, banks will need to revamp their business model to:-
(a) Build a large volume, highly scalable operation,
(b) Package and deliver products rapidly in a dynamic market,
(c) Leverage effectively on multiple delivery channels (branch, internet, ATMs etc.) with a
view to contain the cost of operations
(d) Build collaborative relationships with providers of related financial products and services and
move towards converting the network of bank branches into ‘financial supermarkets’.
COMPANY INTRODUCTION
Overview
Standard Chartered – leading the way in Asia, Africa and the Middle
East
Standard Chartered has a history of over 150 years in banking sector and is in many of the
world’s fastest growing markets. It has an extensive global network of over 1,200 branches
(including subsidiaries, associates and joint ventures) in 56 countries in the Asia Pacific Region,
South Asia, the Middle East, Africa, the United Kingdom and the Americas. As one of the
world’s best international bank, Standard Chartered employs over 44,000 people, representing 89
nationalities worldwide.
Standard Chartered PLC is listed on both the London Stock Exchange and the Stock Exchange of
Hong Kong and is ranked among the top 25 among FTSE-100 companies, by market
capitalization.
Serving both Consumer and Wholesale Banking customers, the Bank combines deep local
knowledge with global capability to offer a wide range of innovative products and services as
well as award winning solutions.
Standard Chartered is committed to be the Right Partner to all its stakeholders by living its
values and managing its people, exceeding expectations of its customers. Bank has made a
difference in the communities in which it operates and works with its regulators. The Bank is
trusted by its customers for its standard of governance and corporate responsibility.
History
The Standard Chartered Group was formed in 1969 by merging two banks: The Standard Bank of
British South Africa founded in 1863, and the Chartered Bank of India, Australia and China,
founded in 1853. Both the companies were keen to capitalize on the huge expansion of trade and
to earn the handsome profits to be made from financing the movement of goods from Europe to
the East and Africa.
The Chartered Bank
It was funded by James Wilson following the grant of a Royal Charter by Queen Victoria in 1853
.
 Chartered opened its first branches in Mumbai (Bombay), Calcutta and Shanghai in
1858, followed by Hong Kong and Singapore in 1859.
 Its traditional business was in cotton from Mumbai (Bombay), indigo and tea from
Calcutta, rice in Burma, sugar from Java, tobacco from Sumatra, hemp in Manila and
silk from Yokohama
 Played a major role in the development of trade with the East which followed the
opening of the Suez Canal in 1869, and the extension of the telegraph to China in
1871.
 In 1957 Chartered Bank bought the Eastern Bank together with the Ionian Bank’s
Cyprus Branches. This established a presence in the Gulf.
The Standard Bank
 It was founded in the Cape Province of South Africa in 1862 by John

Paterson and commenced business in Port Elizabeth, South Africa, in
January 1863.
 Was mainly in financing the development of the diamond fields of
Kimberley from 1867 and later extended its network further north to the new
town of Johannesburg when gold was discovered there in 1885.
 Expanded in Southern, Central and Eastern Africa and by 1953 had 600
offices.
 In 1965, it merged with the Bank of West Africa expanding its operations
into Cameroon, Gambia, Ghana, Nigeria and Sierra Leone.
In 1969, Chartered and Standard to were merged. However, in 1986 , a hostile takeover bid was
made for the Group by Lloyds Bank of the United Kingdom. When the bid was defeated,
Standard Chartered entered a period of change and provisions were made for third world debt
exposure and loans to corporations and entrepreneurs who could not meet their commitments.
Standard Chartered began a series of divestments in the United States and South Africa, and also
entered into a number of asset sales.
In the early 90s, Standard Chartered focused on developing its strong franchises in Asia, the
Middle East and Africa using its operations in the United Kingdom and North America in order
to provide customers a bridging gap between these markets. Secondly, it focused on consumer,
corporate and institutional banking, and on the provision of treasury services.
In 2000, it acquired Grind lays Bank from the ANZ Group and the Chase Consumer Banking
operations in Hong Kong.
Establishment of Standard Chartered Bank around the world
Country Year Established Country Year Established

United Kingdom 1853 Australia 1964
China, India, Sri Lanka 1858 Mexico, Oman 1968
Hong Kong, Singapore 1859 Peru 1973
Indonesia, Pakistan 1863 Jersey 1978
Philippines 1872 Brazil 1979
Malaysia 1875 Venezuela 1980
Falkland Islands,
Japan 1880 1983
Macau
Zimbabwe 1892 Taiwan 1985
The Gambia, Sierra
1894 Cameroon 1986
Leone, Thailand
Ghana 1896 Nepal 1987
Botswana 1897 Vietnam 1990
Cambodia, South
USA 1902 1992
Africa
Bangladesh 1905 Iran 1993
Zambia 1906 Colombia 1995
Kenya 1911 Laos, Argentina 1996
Uganda 1912 Nigeria 1999
Tanzania 1917 Lebanon 2000
Bahrain 1920 Cote d’Ivoire 2001
Jordan 1925 Mauritius 2002
Korea 1929 Turkey 2003
Qatar 1950 Afghanistan 2004
Brunei, UAE 1958
Standard Chartered in India
Standard Chartered Bank India is the country’s largest international bank having 82 branches and
over 8,000 employees and is one of the profitable bank in India. The Bank has played a
significant role in the history of the banking industry in India since opening its first branch at
Kolkata in 1858 and completed 150 years of existence as a company in 2003. Standard Chartered
Bank India is an active participant in various advisory forums and has played a lead role in RBI
committees on Rupee Derivatives and Options. The Bank’s back office operations, which were
India’s first to be accorded ISO 9002 certification, now form part of the state-of-the-art global
processing and reconciliation hub in Chennai.
Standard Chartered is one of the world’s most international banks, headquartered in London and
Standard Chartered is named after two banks, which merged in 1969. They were originally
known as Standard Bank of British South Africa and the Chartered Bank of India, Australia and
China. The Chartered Bank opened its branches in 1858 in Calcutta and Mumbai.
In the late 1980s Standard Chartered already had considerable exposure to third world
debt. To this were added provisions against loans to corporations and entrepreneurs who could
not meet their commitments.
Standard Chartered reviewed its operations and decided to focus on its core strengths of
Consumer Banking, Corporate and Institutional Banking and Treasury in its well established
operations in Asia, Africa and Middle East countries. This led to a series of disinvestments
notably in Europe, and Africa. During this time staff numbers were reduced; businesses not
considered core were sold or closed; associate holdings disposed off; unprofitable branches
closed and back office functions consolidated. In addition expensive buildings were sold with the
proceeds reinvested in the business, and the senior management team was radically changed and
strengthened.
Even within this period of apparent retrenchment Standard Chartered Bank expanded its
network, re-opening in Vietnam in 1990, Cambodia and Iran in 1992, Tanzania in 1993 and
Myanmar in 1995.
Standard Chartered is now focused on providing cross border services to its Latin
American core customer base, composed of multinational corporations, international financial
institutions and selected large local corporations.
In 1999, Standard Chartered acquired the global trade finance business of Union Bank of
Switzerland. This acquisition makes Standard Chartered one of the leading clearers of dollar
payments in the USA. The Chartered Bank opened its first overseas branch in India, at Kolkata,
on 12th April 1858. Eight years later the Kolkata agent described the Bank’s credit locally as
splendid and its business as flourishing, particularly the substantial turnover in rice bills with the
leading Arab firms.
When the Chartered Bank first established itself in India, Kolkata was the most important
commercial city, and was the centre of the jute and indigo trades. With the growth of the cotton
trade and the opening of the Suez Canal in 1869, Bombay took over from Kolkata as India’s main
trade center. Today the Bank’s branches and sub-branches in India are directed and administered
from Mumbai with Kolkata remaining an important trading and banking center.
Standard Chartered employs 38000 people in 950 locations in more than 50 countries in
the Asia, the United Kingdom and America. Standard Chartered is one of the world’s most
international banks, with employees representing 80 nationalities. Standard Chartered PLC is
listed on both the London Stock Exchange and the Stock Exchange of Hong Kong and is in the
top 25 FTSE-100 companies, by market capitalization.
It serves both Consumer and Wholesale Banking customers. Consumer banking provides
credit cards, personal loans, mortgages, deposit taking and wealth management services to
individuals and small and medium sized enterprises.
Wholesale Banking provides corporate and institutional clients with services in trade
finance, cash management, lending, securities services, foreign exchange, debt capital markets
and corporate finance.
Standard Chartered is well established in growth markets and aims to be the right partner for
its customers. The Bank combines deep local knowledge with global capability. The Bank is
trusted across its network for its standard of governance and its commitment to making a
difference in the communities in which it operates. In India, with 83 branches across 33 cities, it
services 1,500 Indian corporations, and 2.1 million retail clients.
Besides being crucial to its operations, India is the top contributor to the Standard Chartered
Group's profits, and houses the largest unit of the group's service and operations hub, Scope
International, that employs over a quarter of the bank's 73,000 people.
SCB PRESENCE IN INDIA
Mumbai
Jaipur
Ahmadabad Kolkata
Surat Guwahati
Vadodara Chennai
Bhopal Bangalore
Pune Hyderabad
New Delhi Coimbatore
Amritsar Ernakulam
Ludhiana Howrah
Jalandhar Chandigarh
Kanpur Rajkot
Lucknow Nagpur
Noida Patna
Gurgaon Allahabad
Bhubaneshwar Indore
Jalgaon Kerela
Secunderabad Silliguri
ACHIEVEMENTS/ IMPORTANT DATES FOR SCB
11 July 2008
Standard Chartered Bank scoops Major Euro Money Awards.
5 June 2008
Standard Chartered Opens Paris Branch Office.
15 May 2008
IFC and Standard Chartered Bank Collaborate on the Launch of Innovative Credit-Linked Notes
to Improve Financing for Microfinance Sector.
3 May 2008
ADB, Standard Chartered Bank Promote Private Sector Investment in Energy-Efficient Projects
in PRC
2 May 2008
Standard Chartered to Acquire a Further Stake in Asia Commercial Bank, Vietnam.
29 Feb 2008
Standard Chartered completes American Express Bank acquisition.
18 Jan 2008
Standard Chartered and China Foundation for Poverty Alleviation sign Loan and Co-operation
Agreements.
06 Dec 2007
Standard Chartered completes Acquisition of Harrison Love grove & Co. Ltd
03 Dec 2007
Standard Chartered Bank ranked First for Trade Transaction Volumes by SWIFT
06 Dec 2006
Standard Chartered Bank Launches “China-Africa Trade Corridor”
01 Dec 2006
Standard Chartered takes home an unprecedented haul at The Banker Awards
OBJECTIVES
• The basic aim behind preparing the report is to know where financial products and
services of Standard Chartered Bank stand in the Indian market.
• And then, on the basis of the products and services offered, compare the performance of
these banks with Standard Chartered Bank.
• Thus by comparing the performance of the various banks I have to devise strategies to
increase the business for Standard Chartered Bank and discover the potential market
segment which may help Standard Chartered Bank to stay ahead in the competition.
• The study also aimed at knowing that if the bank is able to give what it promises and if it
is successful in the Indian market or not.
PRODUCTS
• SAVING ACCOUNT
1. Axcess Plus
Having average quarterly balance of 10,000 and 15,000 .A customers can get instant cash at over
13,000 ATMs across India and over 8, 10,000 ATMs across the world through the Visa network.
And get a globally valid Debit Card that lets you shop at over 55,000 outlets in India and at over
12 million outlets across the world.
Unique features
• Free access to cash anytime, anywhere, across India.
• Provides two types of debit cards –

1. Shop smart debit card: a customer can withdraw Rs.25, 000 per day or shop for
Rs.25, 000 per day.
2. Gold debit card: a customer can withdraw Rs.95,000 per day or shop for
Rs.95,000 per day. One reward point on every Rs.100 spent and one dinner’s
card free.
• Phone banking, Internet banking, Multi-city banking, 365 days branches, extended
banking hours, lockers facility and doorstep banking.
• At - par cheque book free of cost.
• Add-on card for your loved one available with the joint account facility
• Choice of photo, non-photo and picture cards.
2. Super Value
The unique Super Value savings account is a proof that the best things in life come free. With an
average quarterly balance of just Rs. 50,000, you get a host of services from Standard Chartered
Bank absolutely free.
Unique features
• Free globally valid Debit-cum-ATM card both shop smart debit card and gold debit
card.
• Free Access to 6500 ATMs in India
• Free Payable at Par cheque book/ account statements.
• One demand draft free daily.
• Free Doorstep Banking – one per day.
• Free bill pay
• Free Inter Bank Funds Transfer
• Free Foreign Inward Remittance Certificates
• Free Investment Advisory Services
Other benefits of the Super Value account:
• Globally valid debit card - make purchases at over 12 million merchant outlets and
withdraw cash at over 810,000 ATMs worldwide using funds from your account.
• Multicity Branch Banking - access your account even when you are out of town
• Enjoy extended Banking hours at all our branches, and Speed Cheque Clearing and
Metro Clearing facilities
• 24-hour branches, 365 day branches available at select locations
• Phone banking - available to you 365 days a year on a 24-hour basis in the metros
and everyday of the week at other centers
• Internet banking - access and transact on your accounts through the Internet from any
part of the world
• Free Investment Advisory Services to assist you in investing in a range of mutual

funds
• Full suite of complimentary banking services including credit cards, loan products
and capital market services
3. Parivaar
Parivaar savings account is a unique Wealth Management Solution from Standard Chartered
Bank that provides flexibility, convenience and essential tools for wealth accumulation and
preservation. Parivaar is much more than a regular Savings Account. It allows maintenance of
individual identity and tapping of family's financial strength. It also offers attractive insurance
options to protect against unforeseen events and the facility of Systematic Investment Plan (SIP),
a unique long-term wealth building tool. A customer has to maintain an average quarterly balance
of Rs.25,000.
Unique features
• Your family can maintain individual savings accounts with the benefit of clubbing
balances in grouped accounts.
• Anytime, anywhere access to accounts through ATMs, Phone Banking and Internet
banking
• Option of Systematic Investment Plan (SIP), a well known long term wealth building
tool that allows investment of fixed amount of money every month in specific mutual
funds.
• At par cheque book free of cost.
• Provides both shop smart debit card and gold debit card.
• Head of the family can access accounts of all the members.
• Globally valid ATM-cum-debit card can be used at 55,000 merchant outlets in India
and 12 million outlets worldwide.
4. Account
A unique account that offers you a double advantage, letting you earn the high interest rate of a
fixed deposit while you enjoy the flexibility of a savings or current account.
How does the 2-in-1 account work?

The 2-in-1 account gives the facility of linking your fixed deposits with a savings or current
account. In case of any shortfall in the savings or current account, funds will be automatically
swept in from the linked fixed deposits, thus giving you a combination of both liquidity and
higher returns.
In case you need to withdraw amounts in excess of what is available in your savings or current
account, we will break your deposit for the exact amount you require. The rest of the deposit
continues earning the original high interest with fixed deposit of Rs.1,00,000 or more a 0 balance
account can be maintained.
Unique features
• Earn fixed deposit interest rates
• Enjoy the flexibility of a Savings or a Current Account
• Free personalized cheque book and Debit/ATM card
• Flexibility of withdrawing money whenever you need it
• Deposit more money in your account to earn a higher rate of interest by placing
subsequent deposits
• Phone Banking for account related information at your fingertips
• Free doorstep facility , SMS banking , Internet banking and Multicity branch
banking.
• CURRENT ACCOUNT
1. Business plus
In business, time is money and the Standard Chartered Business Plus Account saves both
time and money of a customer. It is designed to cater to all business needs and give a range of
conveniences to its customers unmatched by an ordinary current account.
Unique features
• Free Multicity At-Par cheque books that saves valuable time and money (payable at
all branch locations)
• Free drafts and pay orders
• Express Cheque Collection & National Clearing Speed Service
• Free National Electronic Fund Transfer in over 63 banks and 26,000 branches across
India. Funds can be transferred within 24 hours.
• Free Consolidated Account Statement for every quarter
• The option to maintain and operate account in any of the branches for free.
• Cheque pick-up or DD/PO delivery/ Cash pick up and delivery as per your
convenience
• Doorstep Banking Facility
• Anytime access to Business Plus Account from anywhere in the world, through Free
Internet banking facility
• Free Phone Banking Facility

• Debit Card with all benefits of axcess plus saving account which can be used in over
6500 ATMs across the country
• Special pricing on Trade Services through International Trade and Treasury Services
2. Enhanced Business Plus Account
The Enhanced Business Plus Account offered by Standard Chartered Bank is designed to
make business better and make the most efficient use of money.
Unique features
• Free drafts and pay orders at all Standard Chartered branch locations
• Free drafts can be availed in correspondent bank locations upto a limit of

Rs.75 lakhs per month
• Multicity At – par cheque books payable at all branch locations
• Special pricing on Trade Services through our International Trade and

Treasury Services
• Express Cheque Collection & National Clearing Speed Service

• Free National Electronic Fund Transfer in over 63 banks and 26,000 branches
across India . The funds of the customers can be transferred within 24 hours.
• Easy outstation cheque pick up and collection at 175 locations
• Remote Pay Facility that provides easy delivery of a draft payable at 42 select
locations to any address within 24 hours
• Free doorstep facility
• Free Internet banking
• Free Phone Banking
• Free Multicity banking
• Free Debit Card with benefits of Access Plus saving account.
• Flexible banking hours
Average Quarterly Balance of various accounts

Current Account
Average Quarterly Balance
Enhanced Business Plus 100 Rs.100,000
Enhanced Business Plus 500 Rs.500,000
Enhanced Business Plus 1000 Rs.10,00,000
• INSURANCE PLANS (ULIP)
Standard Chartered Bank has a tie up with Bajaj Allianz for selling of insurance plans. Various
insurance plans are as follows:-
1. Young Care Plus
This policy insures a safe financial future giving attractive returns and guaranteed life
cover with added benefit of Critical Illness cover.
Unique Features
• Loyalty units to enhance the fund value of the customer every year from the
sixth policy year.
• Provides a guaranteed Sum Assured plus to pay premium on behalf of the

customer. In case of an unfortunate death of a customer or on being
diagnosed to be suffering from specified critical illness, whichever occurs
first.
• The policy continues to participate in investment performance of the fund till

maturity even after the payment of Sum Assured as part of death or critical
illness benefit.
• A fund called ‘Asset Allocation Fund’ looks after the investment of the
customer even when market condition change. The fund managers monitor
the mix of assets in the fund and manage the mix in order to maximize your
returns.
• If the customer wants to manage the mix of assets for their own policy, there
is a choice of 5 other investment funds, with complete flexibility to switch
money from one fund to the other to manage the investment better.
• The policy continues to participate in investment performance of the fund

even if the customer is not able to pay the premium for first 3 full years.
• The policy provides flexibility of partial withdrawals at any time after three
years from commencement of the policy provided first three full years’
premiums are paid.
• The policy provides an option to pay top up premiums anytime during the
tenure of the policy in order to enhance the savings in the future.
• The policy also gives an option to choose UL Accidental Permanent

Total/Partial Disability Benefit as an individual rider benefit to provide
assurance to the whole family.
2. New Unit Gain
This insurance plan is structured in order to provide a secure life cover with
extraordinary benefits aligned with commitment to give the ‘ultimate investment plan’.
Unique Features
• Apart from normal allocation the customer receives Loyalty Units
equivalent to 51% of First Year’s Annualized Premium over a period of 10
years.
• The investment plan gives a choice of six investment funds with unmatched
flexibility in order to manage the investments better.
• Even if the customer is not able to pay3 full years premium, the policy
continues to participate in investment performance of the fund.
• It provides maximum flexibility in ways like an option to increase premium,

partial withdrawals anytime after three years from the commencement of
policy, provided three full years premiums are paid, advantage of three free
switches every year and an option to pay unlimited top up premiums
anytime during the tenure of the policy to further enhance the saving of the
customers.
• Option of three simple terms – 15, 20 and 25 years.
• A guaranteed life cover with a flexibility to choose insurance cover

according to the changing needs.
• Many other additional rider benefits in order to provide additional

protection.
3. New Secure First
The policy provides a combination of protecting life of an individual with attractive

prospect of investing in securities.
Unique Features
• An individual can choose the funds in which he/she wishes to invest
which gives the individual an opportunity to have a direct stake in the
performance of the financial markets
• The policy gives attractive tax advantages.
• The policy provides guaranteed death benefit i.e. value of units plus
Sum Assured.
• It provides a choice of five investment funds with flexible investment

management. A customer can easily change funds at any time and can
also invest in the newer funds that would be introduced from time to
time.
• It gives attractive investment alternative to fixed interest securities.
• There is a provision for full/partial withdrawals any time after three

years from commencement if three full year’s premiums are paid.
• The policy gives unmatched flexibility to match changing needs.
4. Future Secure
An insurance plan that gives a unique Asset Allocation Pension Fund. The plan ensures
independence to the individual and provides flexibility to accommodate to the ever
changing needs.
Unique Features
• An individual can adopt their own investment strategy by choosing from 6

different investment funds with different fund objectives that suits the risk
profile of the customer giving him flexibility to switch funds or invest in the
newly introduced funds.
• A unique investment ‘Asset Allocation Pension Fund’ is offered under this

plan. The fund managers monitor the mix of assets in the fund in order to
maximize returns.
• The policy also gives a choice of 5 other investment funds, giving complete
flexibility to switch money from one fund to another in order to manage
investments better.
• The policy continues to participate in the investment performance of the

fund even if the customer is not able to pay premium for 3 full years.
• The policy gives two options – a pure pension plan and a pension plan with
life cover.
• It provides 4 additional rider benefits to choose from to further enhance the

risk cover.
• It gives Loyalty Units to enhance the fund value every year from the sixth
policy year.
• The policy provides an option to pay unlimited top up premiums anytime
during the tenure of the policy to further enhance the savings.
• Provides flexibility to increase or decrease the regular premium, change the

premium apportionment, switch between funds and also to change the
premium payment mode.
• CREDIT CARDS
The Gold Card offered by Standard Chartered is not less than a credit card. It provides special
deals at various restaurants, travel benefits and many more privileges.
Unique features:-
Some of the exclusive benefits availed by a Gold Card member:
Privilege access to Airport Lounges

The Gold Card of Standard Chartered Bank ensures the entry of its holder into exclusive airport
lounges in Delhi, Chennai and Kolkata including complimentary non-alcoholic beverages and
snacks.
Global Acceptance
The Gold Card is the most widely accepted and respected credit card in over 19 million VISA and
MasterCard establishments worldwide and over 1.1 lac establishments in India and Nepal.
Balance Transfer Option

The Gold Card helps its holders to transfer the outstanding balance from any other credit card to
the Standard Chartered global credit card at a special rate lower than the 2.95% p.m. which is the
current rate.
Revolver Facility
The revolver facility of Gold Card allows payment of just 5% of the outstanding amount on the
card every month.
Cash Advance Facility

The cash advance facility provides 24-hour access to cash upto 30% of the credit limit at 850,000
ATMs worldwide and 6500 ATMs all over India.
Doorstep Facility
Convenience of facilities at the doorstep of customers. Both pick up and drop facility.
Picture Card
A picture that is close to the heart of the customer can be used to make the card as unique as he
want it to be.
Photo Card
It can be a measure to safeguard the credit card by opting for a Photo Card.
Zero Lost Card Liability

In case the card is lost, the customer can avail the benefit of the Zero Lost Card Liability.
Credit Free Period

The Gold Card provides credit free period of upto 52 days.
24 hour Help-lines
A customer can use the help-lines for any queries 24/7.
Cheque collection boxes

Payments can be made on Standard Chartered Credit Card conveniently by placing the cheques at
cheque collection boxes across centers.
Airline/Railway counters
The Standard Chartered Credit Card can be used to purchase railway/airline tickets online or at
railway & airline counters and gives access to exclusive airport lounges.
Instant Buys
A customer can pay in easy installments for high value purchases on the credit cards at attractive
rates of interest.
Rewards Plus Program

One reward point is awarded on every Rs.100 spent on Standard Chartered credit card which can
be exchanged for attractive gifts.
Travel Cash Back

International air tickets which are purchased through Carlson Wagon-lit/ BTI Sita gives a special
cash back offer.
SERVICES
Going beyond assurances and promises
Service Guarantee by Standard Chartered Bank gives the power to demand the superior service
that one truly deserves. Every time a service is delayed beyond the guaranteed time given below,
a customer can claim INR 50 for each day of the delay.
The Room service Guarantee
A representative of the Standard Chartered Bank meets its customer within 24 hours of the call.
The ATM card Guarantee
ATM card would be received within seven working days of application of the card.
The Deposit Confirmation Delivery Guarantee
For a new account, the deposit confirmation will reach the customer within five working days of
submission of the completed account opening forms to the bank.
The Cheque-book Delivery Guarantee
The cheque book will be received within seven working days of placing the request.
The Finance against Shares Guarantee
The Setting up of overdraft limit and enhancement of the overdraft limit

within five working days of receiving the completed documents, and if the customer wishes to
enhance the limit, it will be done within three working days of receiving the documents and
dividend warrants.
Retail Banking
Personal banking is similar to retail banking. The essence is that the products and services of
the bank are tailored to meet individual banking and ancillary needs, including everything from a
checking account to investment advice. The different products available through personal
banking include current accounts, savings accounts, certificate deposits, cards with rewards,
different types of loans, and personal lines of credit, credit cards, private banking services,
investment management, insurance and advisory services. Insurance, investment advice and
wealth management are high end products offered in Retail banking.
The most prominent feature in Retail banking today is technology – enabled, customized
products and services like anywhere banking, ATM’s and the delivery of services through
channels like a telephone and the Internet. The idea is that the customer need not come to the
branch for their services and that everything should be delivered to the customer at his
convenience. The bank will provide single window service, meaning that customers can visit one
counter for any banking need.
Retail banking is quickly catching up in almost all the countries in the world and is expected
to contribute significantly to the bank’s total revenue. Almost 15-20% of the customers
contribute up to 90% of the banks business, so proper service to these customers will deepen the
financial relationships.
Everyone with a personal bank account needs to be very cautious and pay close attention to all
aspects of their account. People should promptly review their bank statement, avoid having to
pay unnecessary fees and bank charges, avoid leaving discarded bank documents behind, avoid
banking on line in public places Free Web Content, and periodically change their password.
Need for Retail Banking
Personal banking is a need for everyone. Be it saving, credit, investing, tax planning etc.
Personal banking becomes handy as it provides opportunity for the customers to avail or access
their needs according to their preference.
Today Retail Banking sector is characterized by three features:
Multiple Products Multiple Channel of Multiple Customers

Distribution Groups
Deposits Call Center Consumer
Credit Cards Branch Small Business
Insurance Internet Corporate
Investments Kiosk
Securities
Drivers of the Retail Business in India
Economic Prosperity:
Economic prosperity and increase in purchasing power has given fillip to a Consumer
boom. During the 10 yrs after 1992, India’s economy grew at an a Average rate of
6.8%.
Consumer Demographics
 Increasing affluent, with bulging middle class
 The youngest population in the world.
 Increasing literacy levels
 Higher adaptability to technology.
 Urbanization is a continuity trend.
 Increasing “consumption” mindset in India.
Technological Factors
Technological factor play a crucial role. Today innovations relating to increase use of credit/debit
cards, ATM’s, internet and phone banking have contributed to the growth of retail banking in
India.
Treasury income of the bank

Treasury income of the bank, which had strengthened the bottom line of banks for the past few
years, has been on the decline during the last two years. In such scenario, retail business provides
a good vehicle of profit maximization.
Opportunities & Challenges/Future of Retail Banking
OPPORTUNITIES
Retail banking has immense opportunity in a growing economy like India. As the growth story
gets unfolded in India, retail banking is going to emerge a major drive. How does the world view
us? A.T. Kearney, a global management consulting firm, recently identified India as the “second
most attractive retail destination” of 30 emergent markets.
The risk of the Indian middle class is an important contributory factor in this regard. The
percentage of middle to high income Indian households is expected to continue rising. The
younger population not only wields increasing purchasing power, but as far as acquiring personal
debt is concerned, they are perhaps more comfortable than previous generations. Improving
consumer purchasing power, coupled with more liberal attitude towards personal debt, is
contributing to Indian banking retail segment.
CHALLENGES
First, Retention of customer is going to be a major challenge. According to research by Reich
held and Sasser in the Harvard Business Review, 5 percent increase in customer retention can
increase profitability by 35 percent in banking business, 50 percent in insurance and brokerage,
and 125 percent in the customer in credit card market. Thus, banks need to emphasize retaining
and increasing market share.
Second, rising indebtedness could turn out to be a cause for concern in the future. India’s
position, of course, is not comparable to that of the developed world where household debt as a
proportion of disposable income is much higher. Such a scenario creates high uncertainty.
Expressing concern about the high growth witnessed in the consumer credit segment the Reserve
bank has, as temporary measure, put in place risk containment measure and increased the risk
weight from 100 percent to 125 percent in the case of consumer credit including personal loans
and credit cards (Mid- term review of Annual policy, 2004-2005).
Third, information technology poses both opportunities and challenges. Even with ATM
machines and internet banking, many consumers still prefer the personal touch of their
neighborhood branch bank. Technology has made it possible to deliver services thought the bank
network, providing instant update to creaking accounts and rapid movement of money for stock
transfer. However, this dependency on the network has brought IT department’s additional
responsibilities and challenges in managing, maintaining and optimizing the performance of retail
banking network. Illustratively, ensuring that bank products and services are available, at all
times, and across the entire organization is essential for today’s retail banks to generate revenues
and remain competitive. Beside, there are network management challenges; whereby keeping
these complex, distributed networks and applications operating properly in support of business
objectives become essential. Specific challenges include ensuring that account transaction
applications run efficiently between the branch office and data centers.
Fourth, KYC issues & money laundering risks in retail banking is yet another important issue.
Retail lending is often regarded as a low risk area for money laundering because of the perception
of the sums involved. However, completion for client may also lead to KYC procedures being
waived in the bid for new business. Banks must also consider seriously the type of identification
documents they will accept & other process to be completed.
Future of Retail Banking
 Share of retail credit expected to grow from 22% to 36%.
 Dramatic changes expected in the credit portfolio of banks in the next five yrs.
 Housing will continue to be the biggest growth segment followed by auto loans.
 Banks need to expand and diversify by focusing on the non urban segment as well as
varied income and demographic groups.
 Rural areas offer tremendous potential to which needs too be exploited.

Major Players in Retail Banking
Central bank Reserve Bank of India (Regulatory Bank)
State Bank of India · Allahabad Bank · Andhra Bank · Bank of

Baroda · Bank of India · Bank of Maharashtra · Canara Bank ·
Central Bank of India · Corporation Bank · Dena Bank · Indian
Nationalized banks Bank · Indian Overseas Bank · Oriental Bank of Commerce ·
Punjab & Sind Bank · Punjab National Bank · Syndicate Bank ·
Union Bank of India · United Bank of India · UCO Bank · IDBI
Bank
Axis Bank · Bank of Rajasthan · Federal Bank ·HDFC Bank ·

ICICI Bank · ING Vysya Bank · Jammu & Kashmir Bank ·
Private banks
Kotak Mahindra Bank · SBI Commercial and International
Bank · South Indian Bank · YES Bank
Citibank · HSBC · Standard Chartered · Deutsche Bank-ABN

Foreign banks
AMRO Bank- American Express Bank ltd.-DBS Bank ltd.
Regional banks South Malabar Gramin Bank
PHONE BANKING
It is a service that enables to access financial information and services 24hours a day, 7
days a week. Phone Banking avails:
 Check Account Balance.

 Get details about Specific Instructions.
 Inquire about the status of a particular cheque.
 Order Demand Drafts.
 Stop a cheque or a series of cheques.
 Transfer funds among linked accounts.
 Ask for a statement of a account or a cheque book
 Change Deposit tenure.
 Get information on Deposit rates, lending rates, exchange rates and banking charges.
 Make complaints and suggestions.
 Access any information in SCB’s products and services.
MOBILE BANKING
CARDLESS CASH:
It allows SCB customers to transfer cash instantaneously to anybody irrespective of
whether the beneficiary has a SCB account or not within all cities where SCB is present.
 No transaction fee.
 Can transfer a maximum of Rs. 10,000/- per day to a mobile number.
 Can transfer a maximum of Rs. 20,000/- per day per card.
 Transaction valid only for 24 hours.
ONLINE BANKING
Online Banking is absolutely free, easy and secure, allowing accessing most bank services and a
host of features. Online Banking provides a range of services at the finger-tips.
 Account Information.
 Funds and Payments.
 Inter Bank Fund Transfer.
 Investment Services.
 Credit Card Services.
 Online Applications.
 Market Watch.
 Personal Update.
 Personal Mailbox.
SME BANKING
(Small and Medium Entrepreneurial Banking)
The aim of SME banking is to help the business reach at its fullest potential i.e., to
provide international support for the growth of business. It supports the customers with
customized product packages, responsive services and access to expert advice.
Benefits at a glance:
 Enjoy preferential pricing on business transactions.
 Receive rewards on banking services rendered.
 Take advantage of the national network and trade expertise.
 Gain unlimited access to professional advice, products and services through
Relationship Manager.
 Get the right products, services and support for local and international businesses.
FINANCIAL REPORT
Balance Sheet as at 31 March, 2007
For the year ended For the year ended

. 31.3.2007(Rs. 000s) 31.3.2006(Rs. 000s)
_____________________________________________________
Capital & Liabilities
Capital 5,281,975 5,281,975

Reserves & Surplus 52,726,184 40,334,119
Deposits 341,740,351 284,598,056
Borrowings 63,518,196 79,167,877
Other Liab. & Provisions 125,265,063 50,164,127
______________________________________________________
Total capital & liabilities 588,531,769 459,546,154
______________________________________
Assets
Cash & Bal. with the RBI 20,035,416 14,012,047

Balances with banks 20,232,683 33,868,569
& Money at call & short notice
Investments 119,022,852 106,317,316
Advances 301,037,976 240,767,280
Fixed Assets 8,772,625 8,913,964
Other Assets 119,430,217 55,666,978
_______________________________________________________
Total assets 588,531,769 459,546,154
Contingent liabilities 8,159,001,109 3,809,554,242
______________________________________
Bills for collection 56,331,265 46,620,844
______________________________________
Profit and Loss Account as at 31 March, 2007
For the year ended For the year ended

. 31.3.2007(Rs. 000s) 31.3.2006(Rs. 000s)
_____________________________________________________
Income 40,427,830 30,563,503
Other Income 13,473,330 10,577,377
______________________________________________________
Total Income 53,901,160 41,140,880
______________________________________
Expenditure
Interest Expended 16,518,869 11,901,671
Operating Expenses 14,002,839 12,010,999
Provisions & Contingency 9,736,330 8,179,733
_______________________________________________________
Total Expenditure 40,258,038 32,092,403
_______________________________________________________
Net Profit 13,643,122 9,048,477
Significant changes:-
• For a bank one of the most important forms of liability is the amount of deposits it
has procured from the public. For Standard Chartered Bank, this figure has shown an
increase of almost 20%.
• The increase in provision is also very tremendous from 50,164,127 to 125,265,063

i.e. an increase of 150%.
• Now as far as assets are concerned the company has been able to create good amount
derivative deposits. In other words, the company utilized the amount it collected in
the form of deposits towards advances and other assets thereby increasing the overall
assets.
• Contingent liabilities have also shown a tremendous increase of 4,349,446,867 crores

i.e. almost an increase of 114%.
• When we look at the income and expenditure of the company over the year, both
have shown an increase of 31% and 25% respectively increasing the net profit of the
company by almost 50%.
RESEARCH METHODOLOGY
1. Research: -
Research is the process of finding out the interpretation and analysis of survey data
made during the course of summer training study. It is impact of how different
respondents and for which overall representation of consumer population and its impact
is obtained. What is generally demanding is the basis of survey, the methods of research
conduct and the necessary conclusive inferences. The following can be summarized as
vitals of research:-
2. Objective: -
The Objective for the basis of Research was: -
“COMPARATIVE ANALYSIS OFFINANCIAL PRODUCTS AND SERVICES

OF STANDARD CHARTERED BANK.”
3. Process of Research methodology: -
1. Collection of Data: - The data for research and necessary evidences can be
obtained n the following two ways: -
a.) Primary Data: - Where the data is fresh and collected by the surveyor himself by
interviewing posing direct personal questionnaire to the respondents.
b.) Secondary Data: - Where the data information can be collected through other
sources which are either published sources such as magazines, books and journals and via
references such as websites.
2. Interpretation of data; - After the collection of data, data is interpreted and
analyzed to form necessary findings during survey and are represented graphically through
charts and pies, which serves a significant portion of the summer training project.
3. Conclusion: - When the data is interpreted and analyzed we researched at the

conclusion of the survey conducted, which is used to summarize the whole story of summer
training and marketing survey and its analysis.
4. Questionnaire: - For the purpose of conducting fruitful survey, necessary set of

questions are being drafted by the surveyor which is called questionnaire and put
forth against respondent individual to get their views about the particular
questionable aspect. Questionnaire can be either Open ended or close ended.
1. Open ended: - where the respondents were asked to freely and comfortably give
their views on the necessary questions put before them.
2. Close ended: - where the respondents are set limited to the choices framed by
surveyor and made to select any one out of them. He cannot give open review in respect to
them.
5. Sampling: During the course of summer training Random sampling is used where
individuals have been collected randomly from various parts of the city and are
represented as respondents. These respondents act as a major source of fulfilling and
conducive in achieving the objective of the project.
6. Sample Size: 100 individuals were interviewed and questioned as respondents

from them the primary data was obtained and therefore these respondents were taken
as sample size representing entire population of surveyed mass.
4. Tools and Techniques used for Data Collection:-
A structured questionnaire shall serve as the research instrument for data collection.
Discussions with the different officials in Standard Chartered bank shall provide useful inputs in
the form of to achieve the objective of study.
DEMOGRAPHIC ATTRIBUTIONS
Age
Age
Cumulative
Frequency Percent Valid Percent Percent
Valid Below 20 years 15 15.0 15.0 15.0
Between 20 and 40 years 26 26.0 26.0 41.0
Between 40 and 60 years 40 40.0 40.0 81.0
Above 60 years 19 19.0 19.0 100.0
Total 100 100.0 100.0
Below 20 years
19% 15%
Between 20 and
40 years
26% Between 40 and
60 years
40%
Above 60 years
From the above analysis, I can analyze that normally people in the age group 20-60 maintain their
relations with multinational or private sector banks. While, people in the age group of below 20
years and above 60 years are somewhat indifferent.
Occupation
Occupation
Cumulative
Valid Student 13 13.0 13.0 13.0
Service 47 47.0 47.0 60.0
Business 36 36.0 36.0 96.0
Others 4 4.0 4.0 100.0
Total 100 100.0 100.0
4% 13%
Student
36% Service
Business
47% Others
From the above figure, we can analyze that the major proportion of the customers of the
Multinational banks and the Private sector banks are from the service class and the business class.
So the potential market segment of the customers of the various banks comprises of the service
and the business class.
Annual Income
Annual Income
Cumulative
Valid Dependant 13 13.0 13.0 13.0
Below 2 Lakh 11 11.0 11.0 24.0
Between 2-5 Lakh 44 44.0 44.0 68.0
Above 5 Lakh 32 32.0 32.0 100.0
Total 100 100.0 100.0
13%
32% 11% Dependent
Below 2 lakh
Between 2-5 lakh
Above 5lakh
44%
From the above results, it can be analyzed that people whose income is above two lakhs normally
go for relations with multinational banks or some private sector banks. While people who are
dependent prefer Public sector banks.
Factors affecting the banking habits of people

The banking habits were studied on the basis of six features included in the questionnaire. The
respondents were asked to rate each of these features on a scale of five factors namely lowest,
low, average, high and highest. The following results were obtained for each of these factors:
1. Location
Location
Cumulative
Valid Average 11 11.0 11.0 11.0
High 50 50.0 50.0 61.0
Highest 39 39.0 39.0 100.0
Total 100 100.0 100.0
50
50
39
40
30
Location
20 11
10
0
Average High Highest
From the above figure, it can be said that people normally rated the factor “Location” as high.
Thus it can be concluded that location is one of the most important factor for people while
choosing a particular bank.
2. Ambience
Ambience
Cumulative
Valid Lowest 3 3.0 3.0 3.0
Low 8 8.0 8.0 11.0
Average 51 51.0 51.0 62.0
High 34 34.0 34.0 96.0
Highest 4 4.0 4.0 100.0
Total 100 100.0 100.0
60
51
50
40 34
30 Ambience
20 8
3 4
10
0
Lowest Low Average High Highest
From the above figure, it is pretty clear that people rate the factor “ambience” as average or high.
The reason behind rating this factor as normally average is that people told that they hardly have
the time to go to the bank. Though, it does have an effect on people but is not of much
importance to them so they rated it as average.
3. Timings
Timings
Cumulative
Low 4 4.0 4.0 5.0
Average 58 58.0 58.0 63.0
High 36 36.0 36.0 99.0
Highest 1 1.0 1.0 100.0
Total 100 100.0 100.0
58
60
50
36
40
30
Timings
20
4
10 1 1
0
Lowest Low Average High Highest
From the above figure, it is evident that the factor “timings” is rated as average by people. Many
people rated this factor as average because they think that all the banks have the same timings.
Therefore it is not of much importance to people while choosing particular bank.
4. Products Offered
Product Offered
Cumulative
Valid Low 17 17.0 17.0 17.0
Average 64 64.0 64.0 81.0
High 17 17.0 17.0 98.0
Highest 2 2.0 2.0 100.0
Total 100 100.0 100.0
64
70
60
50
40
Products offered
30
17
17
20
10 2
0
Low Average High Highest
From the above figure, it is evident that the factor “products offered” is rated as average by
people. Many people rated this factor as average because they think that all the banks offer the
same kind of products. Therefore it is not of much importance to people while choosing particular
bank.
5. Information
Information
Cumulative
Valid Average 15 15.0 15.0 15.0
High 74 74.0 74.0 89.0
Highest 11 11.0 11.0 100.0
Total 100 100.0 100.0
Figure 4.8
74
80
70
60
50
40
Information
30
15
11
20
10
0
Most of the respondents rated this factor as high. The reason behind such rating was that most of
the respondents felt that they were not provided with the right information about the products. So
they wanted that they should be provided with the right information and should not be deceived.
6. Service
Service
Cumulative
Valid Average 1 1.0 1.0 1.0
High 40 40.0 40.0 41.0
Highest 59 59.0 59.0 100.0
Total 100 100.0 100.0
59
60
50 40
40
30
Service
20
10 1
0
This factor was rated by the respondents as the highest. Almost every respondent rated “Service”
as highest because they felt that once they use any product of a bank then the services which are
provided along with the product effect the relationship of the customers with that particular bank.
On the basis of the results obtained from the survey it can be clearly stated that “Service” is the
most important criteria for choosing a bank.
Rating of Banks
1. Multi-national Banks
Standard Chartered Bank
Standard Chartered
Cumulative
Valid Low 3 3.0 3.0 3.0
Average 32 32.0 32.0 35.0
High 50 50.0 50.0 85.0
Highest 15 15.0 15.0 100.0
Total 100 100.0 100.0
50 50
45
40
35
32
30
25
Standard Chartered Bank
20
15 15
10
5 3
0
Standard Chartered Bank is normally rated by people as “high” which means that people keep a
good opinion about Standard Chartered Bank.
ABN Amro
ABN Amro
Cumulative
Valid Average 38 38.0 38.0 38.0
High 60 60.0 60.0 98.0
Highest 2 2.0 2.0 100.0
Total 100 100.0 100.0
Figure 4.11
60 60
50
40 38
30
ABN Amro
20
10
2
0
Average Highest
From the above data it can be stated that ABN - Amro also has a good reputation among
multinational banks as it has been rated by most of the respondents as an above average bank.
Citibank
Citibank
Cumulative
Valid Average 30 30.0 30.0 30.0
High 66 66.0 66.0 96.0
Highest 4 4.0 4.0 100.0
Total 100 100.0 100.0
66
70
60
50
40
30
Citi Bank
30
20
10 4
0
Citibank has also been rated as an above average bank by the respondents. People feel that
Citibank is providing good facilities along with the products it offers.
HSBC
HSBC
Cumulative
Valid Average 6 6.0 6.0 6.0
High 71 71.0 71.0 77.0
Highest 23 23.0 23.0 100.0
Total 100 100.0 100.0
80
71
70
60
50
40
HSBC
30 23
20
6
10
0
From the above data, it is evident that HSBC is the best rated bank among all multinational banks
in India. The respondents who had their relationship with HSBC were very much satisfied with
the services provided by HSBC.
Private Sector Banks
ICICI Bank
ICICI
Cumulative
Valid Low 2 2.0 2.0 2.0
Average 72 72.0 72.0 74.0
High 25 25.0 25.0 99.0
Highest 1 1.0 1.0 100.0
Total 100 100.0 100.0
80 72
70
60
50
40
ICICI
30 25
20
2 1
10
0
ICICI was rated as an above average bank when compared with the multinational banks and the
new private players in this industry. Some respondents had a good experience with ICICI and
were satisfied with the facilities and services provided by them while some were not satisfied
with ICICI. So there was a mixed opinion about ICICI.
HDFC
HDFC
Cumulative
Valid Low 6 6.0 6.0 6.0
Average 67 67.0 67.0 73.0
High 27 27.0 27.0 100.0
Total 100 100.0 100.0
67
70
60
50
40
27
30 HDFC
20
10 6
0
Low Average High
From the above data obtained it can be analyzed that HDFC was rated as an average bank by
most of the respondents. The reason behind such ratings was that people were not satisfied with
the services provided by HDFC. Some had faced the problem because of non availability of third
party transactions while some were tired of a long queue outside its ATM machines.
IDBI
IDBI
Cumulative
Low 19 19.0 19.0 20.0
Average 76 76.0 76.0 96.0
High 4 4.0 4.0 100.0
Total 100 100.0 100.0
76
80
70
60
50
40
East
30 19
20
1 4
10
0
Lowest Low Average High
IDBI was also rated as an average bank by most of the respondents. Although a very few had
maintained relationships with IDBI but even these few were not satisfied with the services and
other facilities provided by IDBI.
For Standard Chartered Bank Only
Products Offered
Saving Account
Saving Acc
Cumulative
Valid Yes 45 45.0 45.0 45.0
No 55 55.0 55.0 100.0
Total 100 100.0 100.0
55
60
45
40
Saving Account
20
0
Yes No
From the survey, I analyzed that people who have relation with Standard Chartered Bank
preferred to have their saving account with Standard Chartered Bank.
Current Account
Current Acc
Cumulative
Valid Yes 7 7.0 7.0 7.0
No 93 93.0 93.0 100.0
Total 100 100.0 100.0
100 93
90
80
70
60
Current
50
Account
40
30
20 7
10
0
Yes No
From the above data it can be easily interpreted that a very few of those people who were
maintaining relationship with Standard Chartered Bank had their Current account in Standard
Chartered bank. So it can be said that people were not much interested in having their Current
Account with Standard Chartered Bank.
Term Deposits
TermDeposits
Cumulative
Valid Yes 1 1.0 1.0 1.0
No 99 99.0 99.0 100.0
Total 100 100.0 100.0
120
99
100
80
60 Term Deposit
40
1
20
0
Yes No
From the above figures it is pretty clear that “Term Deposits” of Standard Chartered Bank is not a
very popular product. Therefore Standard Chartered will have to make this product more
attractive to attract more customers.
Credit Cards
Credit Cards
Cumulative
Valid Yes 21 21.0 21.0 21.0
No 79 79.0 79.0 100.0
Total 100 100.0 100.0
90 79
80
70
60
50
Credit Cards
40
21
30
20
10
0
Yes No
While conducting my market survey I found that people were not satisfied with this product of
Standard Chartered Bank. Instead they wanted to discontinue with this product as they felt that
they were deceived. This was because they were not provided with the right information about
how to use the product.
Satisfaction
satisfaction
Cumulative
Valid Yes 33 33.0 33.0 33.0
No 16 16.0 16.0 49.0
Not applicable 51 51.0 51.0 100.0
Total 100 100.0 100.0
60
51
50
40
33
30 Satisfaction
16
20
10
0
Yes No Not
Applicable
From the above data it can be interpreted that people who had their relations with Standard
Chartered Bank were pretty much satisfied with Standard Chartered Bank. A majority of the
people who were not satisfied with Standard Chartered were those people who were using the
credit card of Standard Chartered Bank.
Annual Income/Standard Chartered Ban

Annual Income * Standard Chartered Crosstabulation
Count
Standard Chartered
Low Average High Highest Total
Annual Dependant 5 6 2 13
Income Below 2 Lakh 6 4 1 11
Between 2-5 Lakh 2 15 24 3 44
Above 5 Lakh 1 6 16 9 32
Total 3 32 50 15 100
Figure 4.22
100%
1
2
16 9
80%
4
60% 6
Highest
24 High
16
40% Average
Low
6
20% 5 15
6
0% 2 1
Dependent Below 2 lakh Between 2- 5 Above 5 lakh
lakh
The above table which shows the rating of people in different income group shows that people
whose income is above two lakhs rated Standard Chartered as “high” which means that they were
pretty much satisfied with Standard Chartered Bank.
Occupation/Service
Occupation * Service Crosstabulation
Count
Service
Average High Highest Total
Occupation Student 5 8 13
Service 1 25 21 47
Business 10 26 36
Others 4 4
Total 1 40 59 100
Figure 4.23
100%
90%
80% 21
70% 8
26
60%
Highest
50% 4 High
40% Average
30% 25
20% 5
10
10%
0% 1
Student Service Business Others
The above data shows that the factor “service” was very important for the business class and the
service class people. They wanted that service should be up to the mark and they should not face
any problems because it leads to irritation.
Table 1
Comparative Analysis –
Standard Chartered Vs. Other Multinational Banks
Bank Standard ABN- Citibank HSBC

Services Chartered AMRO
1. Branches 68(Metros) 17(Metros) 25(Metros) 30(Metros)

& 83(India) & 19(India) & 35(India) & 39(India)
2. ATM’s 165 78 376 158
3.ATM/Debit Yes Yes Yes Yes
Card
4.Charges for Rs. 200 p.a. Rs. 200 p.a. Rs. 100 p.a. Rs. 150 p.a.
ATM card
Card access
to other
banks
6.Charges 4 transaction 2 transaction Rs. 50 per Rs. 50 per
per free/month free/month transaction transaction
transaction and then Rs. and then Rs.
from ATM’s 50 per 40 per
of other transaction transaction
banks
7.Locker Yes, Rs. Yes Yes Yes
Facility 2000 per
annum
8.Cheque Yes Yes Yes Yes
deposit
boxes
9. Global Yes Yes Yes Yes
Debit card
Credit card
11.Average 10 AM – 7 10 AM – 7 10 AM – 2 9 AM – 4
banking hrs PM PM PM PM
12. Sunday
Banking Yes Yes Yes No
13.Minimun 10,000 10,000 10,000 10,000
Balance
Saving
14. Charges Rs. 750 per Rs 200 to Rs Rs 250 per Rs 300 per
for non- quarter 1800 per month quarter
maintenance month
of min.
balance
15.Cash 25,000 25,000 – 50,000 25,000
Withdrawal 1,00,000
per day
16. Cash Yes Yes Yes Yes
transaction
from non-
branch
17.Statement Free Free Free Free
charges
18. 24 hours Yes No No No
branch
19. 365 days Yes Yes Yes No
branch
20.Automated Yes No No Yes
cheque
reorder
21. Multicity Yes Yes Yes Yes
Branch
banking
22. National Yes Yes(3-5 Yes(7-15 Yes
clearing days) days)
23. Speed Yes Yes Yes Yes
Clearing
24. Net Yes Yes Yes Yes
Banking
25. Mobile Yes Yes Yes Yes
Banking
26.Phone Yes Yes Yes Yes
Banking
27. DMAT Yes Yes Yes Yes
28.Priority Yes Yes Yes Yes

Banking
29.Flexibility Yes No No Yes
of Interest
Rates
30.Door step Yes Yes Yes Yes
Banking
31. Cash Yes(charged) Up to 1 lakh Yes(charged) Yes(charged)
Delivery free & above
charged
32. Cash pick Yes(charged) Yes(charged) Yes(charged) Yes(charged)
up
33. Cheque Yes Yes Yes Yes
pick up
Explanation :
1. Most of the branches of Multinational banks are concentrated in the metros. The branches
of Standard Chartered bank are comparatively more than ABN Amro, Citi bank and HSBC
bank. But ATMs of Citi bank are higher.
2. Almost every bank provides ATM cards to their customers to make banking more easier.
Customers do not have to visit the banks for deposits and withdrawals. ATM service can be
accessed through other banks as well. Few banks provide this facility free of cost while
others have charges for it. All the banks mentioned above have their respective charges.
3. Locker facility is chargeable under Standard Chartered bank at Rs. 2000 p.a. but in other
banks this facility is offered free of cost.
4. Banking hours of the banks are almost the same. Branches are open even on Sundays and
Standard Chartered bank provides 24 hours banking to its customers.
5. The Average Quarterly Balance is Rs. 10,000 for all the four banks. If the customer is not
maintaining this minimum balance there are charges for non maintenance.
6. Bank statements are available free of cost.
7. Cash withdrawal per day for Standard Chartered bank is the lowest at Rs.25,000 while for
ABN Amro it is the highest and ranges from Rs. 25,000 to Rs. 1,00,000.
8. Doorstep banking is a new facility which was first introduced by Standard Chartered bank
and is now used by almost every bank. Banks have their respective pickup and drop
charges.
9. Multibranch banking, phone banking, mobile banking, internet banking, national clearing
and speed clearing facilities are provided by all the four banks.
10. Priority banking includes customers of high value and is provided by every bank these days.
Table 2
Comparative Analysis –
Standard Chartered Vs. New Private Sector Banks
Bank ICICI HDFC AXIS IDBI

Services
1. Branches 158(Metros) 194(Metros) 96(Metros) 43(Metros)
& 508(India) & 446(India) & 247(India) & 120(India)
2. ATM’s 1910 1147 1599 329
Card
4.Charges for Rs. 99 p.a. Rs. 100 p.a. Rs. 150 p.a. Rs. 100 p.a.
ATM card
Card access to
other banks
6.Charges per Rs. 50 per Rs. 50-100 Rs. 50 per Rs. 50 per
transaction transaction per transaction transaction
from ATM’s of transaction
other banks
7.Locker Yes, Rs. 750 Yes Yes Yes
Facility per annum
8.Cheque Yes Yes Yes Yes
deposit boxes
9. Global Debit Yes Yes Yes Yes
card
Credit card
11.Average 9 AM – 4 10 AM – 4 10 AM – 4 10 AM – 4
banking hrs PM PM PM PM
12. Sunday No Yes No No
Banking
13.Minimun
Balance Saving 5,000 5,000 5,000 5,000
14. Charges for Rs. 300 per Rs 150 to Rs Rs 200 per Rs 100 per
non- quarter 500 per month quarter
maintenance of month
min. balance
15.Cash 15,000 15,000 20,000 25,000
Withdrawal per
day
16. Cash Yes Yes( Up to Yes(Up to Yes(Up to
transaction 1,00,000) 1,50,000) 50,000)
from non-
branch
17.Statement Free Free Free Free
charges
18. 24 hours No No No No
branch
19. 365 days No No No No
branch
20.Automated No No No No
cheque reorder
21. Multicity Yes Yes Yes(selected Yes
Branch cities)
banking
22. National Yes Yes Yes Yes
clearing
23. Speed Yes Yes Yes Yes
Clearing
24. Net Yes Yes Yes Yes
Banking
25. Mobile Yes Yes Yes Yes
Banking
26.Phone Yes Yes Yes Yes
Banking
27. DMAT Yes Yes Yes No
28.Priority Yes Yes Yes Yes

Banking
29.Flexibility of Yes Yes Yes Yes
Interest Rates
30.Door step Yes Yes Yes (for Yes(for
Banking selected selected
customers) customers)
31. Cash Yes(charged) Yes(charged) Yes(charged) Yes(charged)
Delivery
32. Cash pick Yes(charged) Yes(charged) Yes(charged) Yes(charged)
up
33. Cheque Free once a Yes(charged) Yes(charged) Yes(charged)
pick up month
Explanation:
1. The branches of private sector banks are spread all over India and are not concentrated only
in the metro cities.
2. The number of ATMs of private sector banks are comparatively high than that of
multinational banks. Banks have charges for the ATM cards and ATM services of other
banks can be accessed by paying an amount.
3. Locker facility is provided by all the banks. Its chargeable under ICICI bank but is provided
free of cost by the remaining banks.
4. Banking hours of all the four banks are almost the same. No 24 hours banking is provided
by any of the banks and only HDFC bank provides banking on Sundays.
5. Minimum balance for saving account for all the banks are Rs.5,000 and there is a charge for
non- maintenance of this balance.
6. Cash transaction from other banks can be done by customers of all the four banks.
7. National clearing, speed clearing, mobile banking, phone banking, internet banking and
Multicity branch banking is provided by all the banks. But AXIS bank has Multicity branch
banking facility only in selected cities.
8. Priority banking is available under all the banks.
9. Doorstep banking is provided by all the banks but AXIS and IDBI provide this facility only
to priority banking customers. All the banks have charges for cash pick up, cheque pick up
and cash delivery.
SWOT ANALYSIS
Strengths
1. Diversity, resilience and flexibility.
2. Multinational Bank with a good financial backup from the UK.
3. Quality service is assured if one has a banking relationship with Standard Chartered Bank
4. Four free transactions from ATMs of any bank plus unlimited access to ATMs of
Standard Chartered Bank across the country in a month.
5. Good infrastructure & good incentives for the result oriented employees.
6. Large number of branches in Metros.
7. Strong sales team who are recruited through tough interviews.

Weakness
1. Number of Standard Chartered ATMs is less than its close competitors.
2. Average quarterly balance is comparatively higher than most of its competitors.
3. Penalties are higher for non-maintenance of average quarterly balance, cheque bouncing,
etc.
4. Bank charges are high (Demand draft, pay order charges).
5. Customer of middle income group hesitates to start a relationship with Standard

Chartered Bank.
Opportunity
1. Explore the market with Parivaar account.
2. Lot of scope for product variation.
3. Tap the middle income group and the salaried class.
4. Lot of scope for growth in the Indian market.
Threats
1. ATM infrastructure of its competitors.
2. Players have similar strategies.
3. There is not much differentiation between the services and products of other banks.
FINDINGS
Findings from secondary data:-
Multinational Banks
• The number of branches of Standard Chartered bank is the highest among all the
multinational banks surveyed. It has 68 branches in metro and 83 all over in India. While the
number of ATMs of Citi bank is highest at 376.
• All the banks provide ATM cards while there are some charges for it. For Standard Chartered
bank it is Rs. 200 p.a., for ABN Amro it is Rs. 200 p.a., for Citi bank it is Rs. 100 p.a. and for
HSBC it is Rs. 150 p.a.
• The customers of these banks have the facility to access the ATMs of other banks but have to
pay the following charges – For Standard Chartered customers it is free for first 4
transactions in a month and then the charges are Rs. 50 per transaction. For ABN Amro
customers, it is free for first 2 transactions in a month and then the charges are Rs. 40 per
transaction. For Citi bank and HSBC customers the charges are Rs. 50 per transaction.
• All the banks provide locker facility. Standard Chartered bank charges Rs. 2000 p.a. while
other banks offer this facility free of cost.
• The bank timings of all the banks are almost the same. Except for HSBC, all the three banks
provide Sunday banking as well. Standard Chartered bank provide 24 hours banking also.
• The minimum balance for the savings account is Rs. 10,000 and if the customer does not
maintain this minimum balance, he has to bear some charges. For Standard Chartered
customers it is Rs. 750 per quarter, for ABN Amro customers, it is Rs.200 to Rs.1800 per
month, for Citi bank customers, it is Rs.250 per month and for that of HSBC customers, it is
Rs. 300 per Quarter.
• Cash withdrawal per day for Standard Chartered bank is Rs.25,000, for ABN Amro
Rs.25000- Rs.1,00,000, for Citi bank Rs.50,000 and for HSBC Rs.25,000.
• Cash transaction from non-branch is provided by all the banks.
• Multicity branch banking, national clearing, speed clearing, phone banking, internet banking,
mobile banking, priority banking and DMAT facility is provided by all the banks.
• Doorstep banking which was first introduced by Standard Chartered bank is provided by all
the banks now. Banks have there different charges for cheque pick up, cash pickup and cash
delivery depending upon the amount.
Private Sector banks
• The number of branches of HDFC in metro cities is the highest at 194 and all over India,
ICICI has maximum number of branches and ATMs at 508 and 1910 respectively.
• All the banks provide ATM cards but have their respective charges such as for ICICI Rs. 99
p.a., for HDFC Rs. 100 p.a., for AXIS Rs. 150 p.a. and for IDBI Rs.100 p.a.
• The customers can has the advantage of accessing other banks ATMs also but they have to
bear some charges. For ICICI the charges are Rs.50 per transaction, for HDFC Rs.50- Rs.100
per transaction, for AXIS and IDBI Rs.50 per transaction.
• Locker facility is available with all the banks. ICICI has a charge of Rs. 750 p.a. while other
banks provide this facility for free.
• Bank timings of all the banks are almost the same. HDFC provides Sunday banking but 2
hours banking is not provided by any of the banks.
• The average balance of saving account is Rs.5000 and in case of non- maintenance of this
balance, the customer is charged. For ICICI the charges are Rs.300 per quarter, for HDFC it
is Rs.150 – Rs. 500 per month, for AXIS it is Rs. 200 per month and for IDBI it is Rs. 100
per quarter.
• The cash withdrawal per day for ICICI customers are Rs.15,000, for HDFC is Rs. 15,000, for
AXIS is Rs. 20,000 and for IDBI is Rs. 25,000.
• All the banks provide facilities like Multicity branch banking, phone banking, internet
banking, mobile banking, national clearing, speed clearing and priority banking.
• DMAT facility is provided by all the banks except IDBI and Doorstep banking is provided by
all the banks but AXIS and IDBI provide this facility only to its priority customers. Banks
have their own charges for cash pickup, cheque pickup and cash delivery.
Findings from primary data:-
When we consider the demographic factors, the following are the findings:-
• People falling under the age group of 20 years to 60 years constitute the major proportion
of customers of Multinational banks and private sector banks. The percentage is 66.
• The customers of Multinational banks and private sector banks are basically from service
class which constitute 47 percentage and business class which constitute 36 percentage.
• The majority customers of multinational and private sector banks have their annual
income above 2 lakhs and they form 76 percentage of the people surveyed.
When we consider the factors affecting banking habits of people, these are the findings:-
• People rated location as an important factor. 89 percentage of the population surveyed

were in favour of this.
• Only 51 percentage people said that ambience is an important factor in selecting a bank
while others believe that this factor does not really matter much as they hardly have to
visit bank.
• Timings is again not considered as an important factor as people believe that almost
every bank has the same timing. 58 percentage people supported this factor.
• Same is the case with the products offered. People say that almost every bank offer same
type of products so only 64 percentage people rated this as an important factor.
• Information was rated as an important factor as people believe that they should have the
right information about the products and services that the banks offer.
• Service is the highest rated factor. 99 percenatge of the people say that the kind of service
the bank offers influences their decision to select a bank to a great extent.
When we consider the rating of banks both multinational an private sector bank, these are
the views of the customers:-
Multinational banks
• HSBC is the most rated bank among all the multinational banks and the customers are
very much satisfied with the services provided by the bank. 94 percentage of the people
are satisfied with the services of this bank.
• People rated Standard Chartered bank, ABN Amro and Citi bank as above average which
means people form good opinion about these three banks and people in favour of these
three banks formed 65 percentage ,62 percentage and 70 percentage of the population
surveyed. Customers of these banks are satisfied.
Private sector banks
• Customers carry a mixed response about the services provided by ICICI bank and 72
percentages of the people are in favour of the bank.
• Customers of HDFC bank are not satisfied with the bank as they say they have to wait in
long queue and there is non availability of 3rd party. 67 percentage people rated it as an
average bank.
• IDBI does not have many customers and moreover its customers are not satisfied with the
services of the bank. 76 percentage people rated it as an average bank.
Services provided by Standard Chartered bank and customer satisfaction:-
• Customers holding savings account in this bank are very much satisfied and form 45
percentages of the people.
• But customers of current account, term deposit and credit cards are very dissatisfied.
Customers satisfied with these products constitute only 7 percentage, 1 percentage and 21
percentages respectively of the population.
• When the total population is considered, people who are already Standard Chartered
customers, among them 67 percentage people are satisfied with the products and services
of the bank while others are dissatisfied and this dissatisfied customer constitute basically
customers of credit cards.
RECOMMENDATIONS
These are few recommendations which can help Standard Chartered Bank to stay ahead in
the competition.
 Brand building: Standard Chartered needs to build a good brand image by

providing innovative products and top class services accordingly with their
products.
 Improve its Services: There are many people who were not too much satisfied with
the services provided by Standard Chartered Bank. The services provided by the
other multinational banks in India are much better as compared with Standard
Chartered, therefore Standard Chartered strongly needs to improve its services in
order to compete with the other multinational and private sector banks in India.
 Standard Chartered Bank should install a number of offsite ATMs to make its
presence felt in area where it has low or no presence at all.
 Understand challenges that Standard Chartered Bank is facing from the competition
and also analyze and understand the future prospects and use it to understand the
opportunities and threats facing the business and the factors driving success.
 Get insight into performing better in the market.
 Pinpoint growth sectors and identify factors driving change.
 Identify market and brand leaders and understand the competitive environment.
 Identify the needs of the various segments of its consumers: For example, a senior
citizen might opt for a higher-cost MNC bank simply because it offers free home
pick-up and delivery of even small-value cheques. A businessman would like a
bank that offers a sweep facility.
Recommendations – Credit Cards
Unmet Needs
It includes some benefits which are not currently being offered by the credit card industry and
hence becomes an opportunity.
Need for a customized Card for Internet transactions:
Business is rapidly growing over the Internet so there exists a great need for a card that is suitable
for transacting safely and conveniently over the Internet. The growing number of Internet users
will provide a lucrative market for this product.
Need for ‘Premium’ benefits:
Even though the premium segment includes credit cards, there is a dearth of ‘premium’ benefits
under it. An example of these are Special airport Lounges. These benefits are available to the
Indian consumer only when he goes abroad, but when he is in India, he doesn’t get all the extra
‘premium’ benefits which are associated with Premium cards.
Proliferation of ATMs:
The credit card can be used by a customer to withdraw cash from an ATM. This revolving credit
facility also turns out to be a major revenue earner for the issuing bank (interest charges range
from 1.99 % to 3 % per month). There are many ATMs in the metros but only a few in most non-
metro cities. The lack of the ATMs doesn’t allow the credit card to be used to its potential.
CONCLUSION
Service with a smile: in today’s banking sector, a customer will settle for nothing less. He
realizes, somewhat belatedly, that he is a king. He demands from banks not just world-class
products and services, but a red carpet as well. His choice of one entity over another as his
principal bank is determined by considering service quality rather than any other factor. He wants
competitive loan rates on one hand and on the other he also wants his loan or credit card
application processed in double-quick time. He insists to be promptly informed of changes in
deposit rates and service charges, and he bristles with ‘customer rights’ if his bank is slow to
redress any grievance he may have. He cherishes the convenience of impersonal internet banking,
but he wants that when he is on a visit to the branch, he has full comfort of personalized behavior
with human interactions and facilities that make his banking experience pleasurable. In short, he
want a financial house that will not just clear his cheques and update his passbook but that the
bank cares and for more than just as a customer. Therefore, he wants a customer-friendly bank.
Service Quality
The overall service standards of a bank is what makes a bank customer-friendly and is rated for
ease of opening an account, how courteous, accessible and knowledgeable its staffs are,
transaction time taken for services, how innovative the bank is in introducing new products and
services, how proactively the bank informs customers about the changes in deposit rates or
service charges, how quickly it redresses grievances of its customers, how likely it is to retain
customers, and how probable it is that its customers will recommend the bank to others.
Branch Facilities
Any branch of a multinational or leading Indian private bank is no less than a plush country club.
While many other banks, of course, have miles to go in this sphere, but there is a growing
realizations among them that offering a pleasant banking ambience with comfortable seating, air-
conditioning, restroom and drinking water facilities and easy access to bank stationery makes a
good business.
ATM Service
ATM Service has automated the most common day-to-day banking transactions like cash
withdrawal, cheque deposits and statement generation and has liberated customers from time
wasting branch visits and surly staff.
Banks are increasingly waking up to the merits of an expansive, glitch-free ATM network. Banks
are investing highly in technology (read newer machines), so they’ll be fewer card rejects. And
they’re entering into tie-ups with one another in order to share their ATM network (for a nominal
fee which the customer has to pay); which means the customer no longer has to bear the agony of
having to stand in overlong queues at the bank’s ATMs.
Market Potential
With a growing national economy, the financial-sector reforms and a growing middle class group,
the Indian market offers huge potential for Standard Chartered Bank to grow and expand. The
large and growing middle class population and increase in disposable incomes have created
booming markets for housing, motor, televisions, computers, mobile phones and many other
products, most of which require financing. SCB has been very effective in grasping this
opportunity with its product and service offerings.
The Road Ahead…for SCB
After offering its 150 years of service to India, Standard Chartered Bank continues to be
committed to the country and optimistic in contributing to the Indian Financial Sector. The
Standard Chartered Group considers India as one of its greatest economic opportunity in the 21st
century and is proud to be so strongly positioned here. The Bank has striving plans to transform
its business in the country in the future and plans to further expand its operations across the
country.
QUESTIONNARE
1. Your criteria for choosing a particular bank:

(Please tick the appropriate box, 1- lowest 2 -low 3- average 4 – high
and 5 the highest)
Rating
Scale 1 2 3 4 5
Features
1. Location
2. Ambience
3. Timings
4. Products
Offered
5. Clarity of
Information
6. Service
2. Rate the following banks on a scale of 1 to 5 of satisfaction level.

(Please tick the appropriate box, 1 being the lowest and 5 the highest)
Rating
Scale 1 2 3 4 5
Bank
1.Standard
Chartered
2. Citibank
3. ABN
Amro
4. HSBC
5. HDFC
6. ICICI
7.IDBI
3. Any other facilities not provided by your current bank?
4. Do you have relationships with other banks, if yes, please specify

(a) Standard chartered Bank (b) ABN AMRO
(c) HSBC (d) Citibank
(e) HDFC (f) ICICI
(g) IDBI (h)
Others…………………………………...
5. Type of services availed in the above mentioned bank.
Bank SCB ABN HSBC Citibank HDFC ICICI IDBI

AMRO
Services
1.Saving
A/c
2.Current
A/c
3, Term
Deposit
4. Credit
cards
5. Loans
6.Insurance
7. Locker
For Standard Chartered Customers only
1. What facilities are you availing in Standard Chartered Bank?

a) Saving A/c
b) Current A/c
c) Term Deposits
d) Credit cards
e) Loans
f) Insurance
g) Locker
h) Others ………………………………………………………..
2. Are you happy with the current services and products being offered at
Standard Chartered Bank?
a) Yes b) No
3. How many times do you use ATM’s in a month?

a) 1-4 times b) 5-10 times
c) more than 10 times d) Never
Personal Details
1. Name __________________________________________________
2. Age
a) Below 20 years b) 20 – 40 years

c). 40 – 60 years d) Above 60 years
3. Sex
a) Male b) Female
4. Marital Status
a) Married
b) Single
5. Occupation
a) Student b) Service
c) Business d) Others ______________________
6. Annual Income
a) Below Rs 2, 00,000 p.a.
b) Between Rs 2, 00,000 & 5, 00,000
c) Above 5, 00,000
7. Contact Number/Email _______________________

BIBLIOGRAPHY
1. Internet Sites
• www.google.com
• www.economictimes.com
• www.standardchartered.co.in
• www.hsbc.com
• www.abnamro.com
• www.hdfcbank.com
• www.icicibankom
• www.indiainfoline.com
2. Magazines and Newspapers.
• Economic Times
• Business India
• Business Standard
• The Times Of India
3. Books
• Name of the author - Philip Kotler, Name of the book – Principles of
Marketing, Publisher – Asoke K. Ghosh, Year - 2006
• Name of the author – Naresh K. Malhotra, Name of the book -
Marketing Research, Publisher – Asoke K. Ghosh, Year - 2007
4. Product Manual, Standard Chartered Bank

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Project Study Report

Submitted in partial fulfillment for the

SUBMITTED TO: SUBMITTED TO:

MAHARISHI ARVIND INSTITUTE OF

As rightly quote by Pt. JAWAHAR LAL NEHRU ji:

been used for any purpose anywhere.

The project is related to comparison of financial products and services of Standard

• Introduction of Standard charted bank

• Standard charted bank presence in India

• Achievement for Standard charted bank

4. Products & Services of Standard charted bank

5. Research methodology & Sample design

• Process of Research Methodology

• Tools and Techniques used for data collection

6. Data Analysis & Interpretation

• Comparative analysis between SCB and Other Multinational

• Comparative Analysis between SCB and Private Sector Bank

12. Appendices (Questionnaire)

The Chartered Bank

 It was founded in the Cape Province of South Africa in 1862 by John

Country Year Established Country Year Established

Standard Chartered in India

New Delhi Coimbatore

ACHIEVEMENTS/ IMPORTANT DATES FOR SCB

• Free access to cash anytime, anywhere, across India.

• Provides two types of debit cards –

• At - par cheque book free of cost.

• Choice of photo, non-photo and picture cards.

• Free Access to 6500 ATMs in India

• Free Payable at Par cheque book/ account statements.

• One demand draft free daily.

• Free Doorstep Banking – one per day.

• Free bill pay

• Free Inter Bank Funds Transfer

• Free Foreign Inward Remittance Certificates

• Free Investment Advisory Services

Other benefits of the Super Value account:

• 24-hour branches, 365 day branches available at select locations

• Free Investment Advisory Services to assist you in investing in a range of mutual

• At par cheque book free of cost.

• Head of the family can access accounts of all the members.

How does the 2-in-1 account work?

• Earn fixed deposit interest rates

• Enjoy the flexibility of a Savings or a Current Account

• Free personalized cheque book and Debit/ATM card

• Flexibility of withdrawing money whenever you need it

• Phone Banking for account related information at your fingertips

• Free drafts and pay orders

• Express Cheque Collection & National Clearing Speed Service

• Free Consolidated Account Statement for every quarter

• Doorstep Banking Facility

• Free Phone Banking Facility

2. Enhanced Business Plus Account

• Free drafts can be availed in correspondent bank locations upto a limit of

• Multicity At – par cheque books payable at all branch locations

• Special pricing on Trade Services through our International Trade and

• Express Cheque Collection & National Clearing Speed Service

• Easy outstation cheque pick up and collection at 175 locations

• Free doorstep facility

• Free Internet banking

• Free Phone Banking

• Free Multicity banking