CHANGING SCENARIO IN BANKING SECTOR

ACKNOWLEDGEMENT
Success is a mixture of guidelines, hard work, co-operation encouragement and inspiration.
I here by take the pleasure of thanking all who have contributed to the making of this project report.
Firstly, I would like to thank Mr. Kumar Kustubh (Territory Manager) who gave the chance to make project and also gave introduction of Standard Chartered Bank and the employees of the bank. He has provided full liberty and co-operation during the training. He also comes with me to the customers to approach. For his care and concern from sharing knowledge of this field with me always with smile I am thankful to him.
I would like to thank Mr. Akshay Jain (Center Manager) to give permission for taking training in Standard Chartered Bank.
I would also like to thank Mr. Rajnish (City Head) to help me in the project.
Encouragement and inspiration is the basic ingredients of success given by Director Karunesh Saxena and Project Guide Mr. M.S. Pahwa faculty member of Pacific Institute of Management.
I would be failing my duty if I don’t acknowledge the depth gratitude to the efficient manpower of Standard Chartered Bank. I cannot retain from saying that all this help and concern made me feel homely while on training.



Thanking you all,
Supriya Bapna
PREFACE
Banks safeguard money and valuables and provide loans, credit and payment services, such as checking accounts, money orders, and cashier's checks. Banks also may offer investment and insurance products, which they were once prohibited from selling. As a variety of models for cooperation and integration among finance industries have emerged, some of the traditional distinctions between banks, insurance companies, and securities firms have diminished. In spite of these changes, banks continue to maintain and perform their primary role – accepting deposits and lending funds from these deposits.
There are several types of banks, which differ in the number of services they provide and the clientele they serve. Although some of the differences between these types of banks have lessened as they begin to expand the range of products and services they offer, there are still key distinguishing traits.



SUPRIYA BAPNA

EXECUTIVE SUMMARY
When every organization ventures out to make in its corporate world, refined mantra, which dictates is “KNOW YOUR CUSTOMERS” (KYC). Culmination to success submits materializes when this concept has been assimilated in the veins of its philosophy and valuable human resources. Standard Chartered Bank, an exemplary icon today’s aspiring banking sector, ensues that in today’s tough competition times it is the consumer satisfaction, which speaks for every company.
In the minds of customers, what matters is the satisfaction as per the expectations that shape the core competency of a banking sector. The profitability of retail banking survey undertaken at Standard Chartered Bank, Mitha kadi Six Road, Ahmedabad aims to know the customers’ expectations with required facility for retail banking with the product like aXcess plus account and Pariwar Savings Account.
Today, no single bank can provide complete service and facilities to the customers. Nowadays people avoid stepping down to the bank generally prefer online banking and transactions and payment transfer. The general objective of the study is to create awareness amongst the customers who are the account holder or not of the SCB regarding the aXcess account and its features and also emboss SCB in their mind.
The methodology through which information has been gathered is mainly survey based and some other information from bank’s past annual reports. I had filled questionnaires from the respondents by going into areas, which were assigned by SCB in Ahmedabad like Satellite, Gurukul, Incometax, Wadaj, Pankornaka, Panchkuva, Maskatimarket etc.


S.No.
Name of the Topic
Page no.
1.
About Banking Industry
1.1 Nature of Banking Industry
1.2 Sources of Revenue
1.3 Outlook
1.4 Retail Banking

1
2
3
4



2.
About Standard Chartered Bank
8

2.1 Product Profile
2.2 Term Deposits
2.3 Life Insurance
2.4 Current Accounts
2.5 Net Banking
9
13
23
29
35



3.
Research Methodology
3.1 Objective of the Project
3.2 Methodology
3.3 Data Collection

37
37
38



4
Data Interpretation
4.1 Analysis and Interpretation of Data

40



5
Findings and Suggestions
5.1 Findings
5.2 Conclusions
5.3 Suggestions
5.4 Limitations

51
52
54
55



6
References
56



7
Annexures

1.1 Nature of Banking Industry:
Banks safeguard money and valuables and provide loans, credit and payment services, such as checking accounts, money orders, and cashier's checks. Banks also may offer investment and insurance products, which they were once prohibited from selling. As a variety of models for cooperation and integration among finance industries have emerged, some of the traditional distinctions between banks, insurance companies, and securities firms have diminished. In spite of these changes, banks continue to maintain and perform their primary role – accepting deposits and lending funds from these deposits.
There are several types of banks, which differ in the number of services they provide and the clientele they serve. Although some of the differences between these types of banks have lessened as they begin to expand the range of products and services they offer, there are still key distinguishing traits.
Commercial banks, which dominate this industry, offer a full range of services for individuals, businesses, and governments. These banks come in a wide range of sizes, from large global banks to regional and community banks. Global banks are involved in international lending and foreign currency trading, in addition to the more typical banking services. Regional banks have numerous branches and automated teller machines (ATM) locations throughout a multi-state area that provide banking services to individuals. Banks have become more oriented toward marketing and sales.
As a result, employees need to know about all types of products and services offered by banks. Community banks are based locally and offer more personal attention, which many individuals and small businesses prefer. In recent years,
Online banks – which provide all services entirely over the Internet – have entered the market, with some success. However, many traditional banks have also expand to offer online banking and some formerly Internet only banks are opting to open branches.
Saving banks and saving and loan associations, sometimes called thrift institutions are the largest group of depository institutions. They were first established as community based institutions to finance mortgages for people to buy homes and still cater mostly to the savings and lending needs of individuals.
Credit unions are another kind of depository institution. Most credit unions are formed by people with a common bond, such as those who work for the same company or belong to the same labor union. Members pool their savings and they need money, they may borrow from the credit union, often at a lower interest rate than demanded by other financial institutions.
1.2 Source of Revenue:
Interest on loans is the principal source of revenue for most banks, making their various lending departments critical to their success. The commercial lending department loans money to companies to start or expand a business or to purchase inventory and capital equipment.
The consumer lending department handles student loans, credit cards and loans for home improvements, debts consolidation and automobile purchases. Finally, the mortgage lending department loans money to individuals and businesses to purchase real estate .
The money to lend comes primarily from deposits in checking and savings accounts, certificates of deposit, money market accounts, and other deposit accounts that consumers and businesses set up with the bank. These deposits often earn interest for the owner, and accounts that offer checking provide an easy method for making payments safely without using cash.
Deposits in many are insured by the Federal Deposit Insurance Corporation which ensures that depositors will get their money back, up to a stated limit, if a bank should fail.
1.3 Outlook:
Technology is having a major impact on the banking industry. For example, many routine bank services that once required a teller, such as making a withdrawal or deposit are now available through ATM's that allow people to access their accounts 24 hours a day. Also direct deposit allows companies and governments to electronically transfer payments into various accounts. Further, debit cards, which may also used as ATM cards, instantaneously deduct money from an account when the card is swiped across a machine at a store's cash register. Electronic banking by phone or computer allows customers to pay bills and transfer money from one account to another. Through these channels, bank customers can also access information such as account balances and statement history. Some banks have begun offering online account aggregation, which makes available in one place detailed and up-to date information on a customer's accounts held at various institutions.
Advancements in technology have also led to improvements in the ways in which banks process information. The use of new technology have greatly impacted the lending side of banking. For example, the availability and growing use of credit scoring software allows loans to be approved in minutes, rather than days making lending departments more efficient.
Other fundamental changes are occurring in the industry as banks diversify their services to become more competitive. Many banks now offer their customers financial planning and asset management services as well as investment brokerage and insurance services. Others are beginning to provide investment banking services that help companies and governments raise money through the issuance of stocks and bond. As banks respond to deregulation and as competition in this sector grows, the nature of the baking industry will continue to undergo significant change. The combined effects of technology, deregulation, mergers, and population growth will continue to affect total employment growth and the mix of occupations in the banking industry. The decline in some office and administrative support occupations will be offset by growth in some professional and sales occupations.
Deregulation of the banking industry allows banks to offer a variety of financial and insurance products that they were once prohibited from selling. The need to develop, analyze and sell these new services will spur demand for securities and financial services sales representatives, financial analysts, and personal financial advisors. Demand for "personal bankers" to advise and manage the assets of wealthy clients, as well as the aging baby boom generation, also will grow. However banks will continue to face considerable competition particularly in lending from non bank establishments, such as consumer credit companies and mortgage brokers. Companies and individuals now are able to obtain loans and credit and raise money through a variety of means other than bank loans. Therefore, some loan officers may be replaced by financial services sales representatives who sell loans along with other bank services.
1.4 Retail Banking:
Retail banking is typical mass market banking where individual customers use local branches of larger commercial banks. Services offered include : savings and checking accounts, mortgages, personal loans, debit cards, and so forth .
Today, Banks attempt to be their clients partner in solving their financial needs. Even though customers still need to save, loan and make transactions, they do it through multiple channels and with many different combinations of products.
The major determinant for the future of banking are the customers. Their preferences and in particular their acceptance of the new technology and new actors will greatly influence the outcome. The future of retail banking program takes the perspective that banks service not only their individual customers but fundamentally the financial relationships that customers but fundamentally the financial relationships that customers engage in with their banks and with each other.

Types of Bank
· Central Banks
Usually control monetary poly and may be the lender of last resort in the event of a crisis. Examples of central banks are the European central bank and the US Federal Reserve Bank.
· Investment Banks
Under write stock and bond issues and advice on mergers .Examples of investment banks is Goldman sachs of the USA for Nomura Securities of Japan.
· Merchant Banks
Were traditionally banks which engaged in trade financing .The modern definition, however, refers to bank which provides capital to firms in the form of shares rather than loans.
· Private Banks
Private Banks manage the assets of the very rich. An example of a private bank is the union bank of Switzerland.
· Savings Banks
Savings banks write mortgage exclusively.
· Off-shore banks
These are banks located in jurisdictions with low taxation and regulations, such as Switzerland or the Channel Islands.
· Commercial banks
Commercial banks primarily businesses (corporate banking)
· Retail Banks
Retail banks primarily. An example of a retail bank is Washington mutual of the USA.
· Universal Banks
Universal banks engage in several of these activities. For example, Citigroup a large American Bank, is involved in commercial and retail lending; it owns a merchant banks.
Deposits
· Demand deposits
Payable as and when the depositor makes the demand to pay. There are two types of accounts, which are demand deposits in nature. These are:
à Savings account
à Current account
· Term deposits
It is a deposit where a fixed sum of money is kept for a specific period and the money is repaid only on expiry of period
à Fixed deposits
à Reinvestment deposits
à Recurring deposits
Lending
Overdraft
When a credit facility to a customer is given in the form of an overdraft, the bank allows the customer to overdraw his current account up to a certain sanctioned limit. The interest is charged on the actual amount overdrawn from time to time.
Bill discounting facility
A customer, who sells his goods to his buyers on credit, draws a bill of exchange on the buyer, such bills are payable either immediately or after a certain period. The seller’s bank may provide him bill discounting facility.
Term loan
Fixed loan disbursed to the customer in one shot. Corporate avail this facility to finance their project, To purchase plant and machinery and other fixed asset for land and building.
STANDARD CHARTERED BANK (1969)
“Standard chartered – Leading the way in Asia, Africa and Middle East”
Following the acquisition of Korea first bank, standard chartered now employs 38000 people in 950 locations in more than 50 countries in the Asia pacific region, south Asia, the Middle East, Africa, the United Kingdom and the Americas. Standard chartered is one of the world’s most international banks, with employees repressing 80 nationalities.
Standard chartered PLC is listed on both London stock exchange and the stock exchange ok 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 a wealth management services to individuals and small to 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.
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.
Our Strategic Intent
What we want to be?
The world’s best international bank.
Leading the way in Asia, Africa, and Middle East.
Services offered by SCB
· Demand drafts/pay orders
· Collection of cheques
· Safe deposits lockers
· Room service
· Phone banking
· Internet banking
· LC / LG
· Remittances - TT
PRODUCT PROFILE
2.1 Saving Accounts
Purpose & Description:
The saving account is a transaction account, the depositor can withdraw or transfer funds whenever required through any of the following means :
· Cheques
· ATM
· Standing instructions
· Remittances
· Internet
· Phone Banking
Generic Value Proposition
· India's leading international banking group
· Best international bank branch network
· 81 branches in 31 locations.
· Access to any VISA ATM in India through the debit card.
· Extended banking hours, 365 day banking
· Fully functional phone banking facilities
· Any branch banking
· Door step Banking
· Internet Banking
· Shopsmart Debit Card
· Reward points on purchase through debit card
· Life time free Gold Credit Card
· Automatic re-order of cheque books
Interest Paid:
· Interest on the account is determined in accordance with directives of the Reserve Bank of India.
· The current rate is 3.5 % p.a
· Interest is calculated on the minimum credit balance between the close of the business on the 10th and the last day of each calendar month.
· Interest is credited to the account every calendar quarter.
Saving Account Product Offering :
· aXcess Plus Saving Account
· Super Value Savings Account
· Pariwar Savings Account
· 2-in1 aXcess Plus Account
Axcess Plus Saving Account :
Eligibilty:
· Individuals, Clubs, Associations, Trusts, HUF's Minors.
· Resident Indians and Foreign Nationals
· Can be opened in a single name or joint names
· Initial Deposit – minimum 10,000 /-
Key Features :
· Free access to cash at over 17,000 VISA ATM's in India
· 4 Cash withdrawals every month from any VISA-ATM
· No of SCB ATM's in India - 178
· Multi- city cheque book @ 220/25 leaves
· Globally valid Visa Electron debit card @ Rs 200 (1st year charges)
· Any Branch / Multi city Banking
· 365 Branch Banking
· 24 Hours Branch Banking
Unparalleled Account Access
· Unparalleled Cash Access :
1. Free access to cash through over 17000 Visa Network ATM's in over 100 cities in India
2. Access to over 10,00,000 ATM's worldwide.
· Shopping Convenience
1. Purchase goods and services using money in your account
2. Accepted at over 2,00,000 merchant outlets in India over 22 million merchant outlets globally
Axcess Plus Saving Account :
· 24 hour Phone Banking
· Foreign Currency Transactions
· Can be opened in a single name or joint names
· Funds Transfer
· Remittances upto USD 50,000 or equivalent value @ Rs 500/- (>USD 50000 @ Rs 1000/-)
· Pay order/ Demand Draft facility at nominal charges through SCB and correspondent Banks
· Free quarterly statement and local cheque book facility if the AQB is maintained
· Interbank fund transfer (IBFT) & Visa money transfer (VMT)
Free Gold Credit Card Bundle Offer :
· Life time Gold Credit Card
· Only in access plus savings account if account is opened with a min of 10000/-
· Not offered to housewives, colleges students and anyone above the age of 65
· One supplementary gold also free
· Credit limit is 2 times the account opening cheque
· No verifications except the satyam system
Super Value Saving Account :
Eligibility:
· Individuals, Clubs, Associations, Trusts, HUF's minors
· Resident Indians and Foreign Nationals
· Can be opened in a single name of joint names
· Mandate to operate the joint account could be single or joint
· Initial deposit – min. 50,000/-
Key Features :
· Free debit cards – initial charges/ annual charges
· Free Demand Drafts/ Pay Orders on SCB locations
· Free Payable at par cheques
· Free FIRC's
· Waiver of stop payment charges
· Waiver of charges for cheques deposit returns
· Free Investment & Insurance Advisory Service.
Super Value Saving Account :
· Free Logistics Services
· Free Monthly Statements
· 50 % Discount on Lockers Rates - First year only
· All other features and benefits of the aXcess Plus saving account
· Can be opened in a single name or joint names
Parivar Savings Accounts :
Key Features :
· Lower AQB to be maintained
· Individually of al the account is maintained
· More accounts with lesser AQB
· All other features and benefits of the aXcess Plus Saving account
Pariwaar Savings Account :
· Cap in accounts
Up to four aXcess Plus saving accounts are allowed
· Maximum Individuals
The family may have up to 5 individuals. These 5 persons may be in any combination thereof
· Family Description
Self, Spouse, Parent, Parents- in law, Siblings, Children, etc.
2.2 Term Deposits :
Eligibility :
· Resident Indians
· Clubs, Associations, Trusts, Registered Societies
· Sole Proprietors, Partnership, HUF's
· Institutions, Companies
· Minors
Term Deposits and their Types :
· What is a term Deposit ?
Term deposits are the deposits repayable to the customer on the expiry of a fixed period of time. The interest offered on these deposits depends on the period of the deposit.
Common forms of Term Deposits :
· Simple Interest Fixed Deposits : Fixed amount held for certain period where the interest is paid every quarter and the principal amount is paid back or renewed based on customer satisfaction.
· Reinvestment Deposit: Similar to a fixed deposit with the difference that the interest payable every quarter is compounded with the principal amount. The interest is paid along with the principal of maturity.
Features :
· A term deposit is a contract between the customer and the bank wherein the Bank agrees to pay a pre- determined rate of interest to the customer for keeping his/her money with the bank for the fixed tenure.
· Term Deposits are of two types – Simple and Re- investment
· Minimum tenure for a simple fixed deposit is 15 days
· Minimum tenure for a re-investment deposit it is 6 months
· Maximum tenure for both types – 5 years
· Minimum amount Rs. 50000
· Auto renewal facility
Features:
· Deposits held in clusters of rupee, can be broken to exact amount needed by customer
· If the interest earned in a financial year crosses Rs. 5000/- it is subject to tax deduction at source
· Tax is deducted on interest projected in the financial year.
· In the event of projected interest falling below 5K after tax deduction due to FD upliftment, customer would need to claim the refund from IT authorities directly
· Tax waivers for certain segments of customers possible. To avail of that they will have to fill in the relevant form at the time of making the deposit
· However if the interest rate crosses Rs 50000 in a financial year.
2-in-1 Accounts :
· Combination of transaction account and fixed deposit
· Option of maintaining average quarterly balance in the following combination
AQB
Transaction Cost
Fixed Deposit
Option 1
Rs 10,000/- (Savings)
Rs. 50,000/-
Option 2
Rs 50,000/-(Current)
Rs. 50,000/-
Option 3
Zero (Saving or Current)
Rs. 1,00,000/-
2-in-1 Accounts :
· The 2-in1 account would have two account numbers one for the savings account and another for the fixed deposit
· The unit of deposit in cluster of Rupee.
· When there is a shortfall in the savings account balance upliftment of the deposit would be automatic to the extent of the deposit..
· The balance can be replenished by filling a subsequent deposit slip in FD's
· If the normal SA deposit slip is filled then the money would be credited only to the saving bank a/c and not to the fixed deposit a/c.
· If the customer opened a 2-in-1 account with 1lac deposit then he gets a zero balance access plus account. Suppose the FD amount is uplifted towards withdrawal by self or by cheque. Then the customer has to maintain a AQB of Rs. 10,000 in his a/c else a/c maintenance charges will be levied.
2-in-1 Accounts :
· The deposits will be created on customer instruction only.
· Automatic renewal of deposit not done unless clearly specified by the customer.
· If the customer did not instruct for a renewal then the maturity would be credited to the Saving a/c
· If the deposit amount goes less than 50,000 then the overall aggregate balance in both the FD and Saving a/c should be more than 1 lac else maintenance charges applicable.
· 75% of the over all FD of the 2-in-1 a/c would reflect in Hogan under caba as overdraft. The deposit amount along with the FD a/c number will reflect at the bottom of the screen.
· The 75% overdraft on the deposit is only for withdrawal through ATMs
· Lets assume the balance in the a/c's is Rs. 12000 and the FD amount is Rs.50000. The balance which would reflect on the ATM would be 75% of the FD amount which is Rs 37500 plus Rs 12000 which is his balance in the saving account.
· When this Rs. 37500 is withdrawn from the ATM then the balance in the ATM would be 75% of the remaining FD balance plus the available balance in the savings account.
· No interest is applicable if deposit withdrawn within 15 days of deposit opening.
2-in-1 Accounts:
· Lets assume a customer has a access plus account and he has fixed deposits with us separately and he wants to link his fixed deposit with the access plus account.
· All he has to do is to sign a 2-in-1 linkage from along with an MID for the 2-in-1 account and he can convert his access plus account in to 2-in-1 account.
· Lets assume a customer has 2- in-1 account and he wants to de-link his FD and account.
· All he has to do is to sign a de-link form and the FD and the savings account would be de-linked.
Compulsory Documents :
· Complete AOF (Account opening form
· Photograph with signature on the reverse
· Photocopy of PAN No. / Form 60
· Funding Cheque Favoring "SCB a/c (customer name)"
A /c Documentation – HUF :
· List of names of karta, co-parcenors and guardian of minor co- parcenors
· HUF declaration
· CA certificates
· ITR to evidence that there are no business incomes and no business is being carried out
· Declarations completed in AOF.
· B0B proof if the co- parcenors are minors and minors and identity and address proof of the guardians.
· Diary Note attached of discussions with Karta where the activities of the HUF are detailed.
A/c Documentation – Trusts:
· Trust deed and supplementary deeds for any change in Trustees
· Trust Resolution signed by Trustees per quorum as specified in the trust deed.
· List of all beneficiaries
· Certificate of IT Exemption u/s 11/12/12a of IT Act
· Certificate of the registration of the Trust at the register of Trusts/ the charity commissioner
A/c Documentation Clubs/ Associations/ Societies:
· Bye Laws
· True copy of the resolution passed to open the account
· Certificate of IT exemption u/s 11/12/12a of IT Act
· Registration Certificate
Debit Cards
· A debit card provides for on-line electronic payment from your savings/ current accounts for purchases and access to ATMs for cash withdrawals and enquires.
· It can be used both as an ATM card and as a method of payment (instead of cash/cheques) when purchasing goods and services, in India and overseas.
· All you need to do is present your card to the merchant/shop who will swipe it through the electronic terminal and enter the amount of your purchase. You only need to sign the transaction slip. Your account will be automatically debited for the amount of your purchase.
· At ATMs the card has to be used with the help of the confidential PIN
· SCB Debit Card first year/annual fees @ Rs. 224/-
ATM Card :
· Bank card that gives you immediate access to your funds through an automatic teller machine (ATM)
· Personal identification number (PIN) is used to authorize the withdrawal of funds from your account.
· Standard Chartered has 178 ATMs in India through which you can do the following transactions :
1. Balance Enquiry
2. Transaction Enquiry
3. Statement Request
4. Cash withdrawals
5. Cheque deposits/cash deposits
6. Cheque book request
7. Changing the pin of the card
ATMs Facilities Available :
1. Credit card payment of SCB- through Cash or Cheques on ATMs : Credit card customers used the SCB ATMs for cash withdrawals only. The ATM functionality had been enhanced to allow cash and cheque deposits for credit card customers.
2. Draft Request on ATM : If you are a Standard Chartered Bank customer holding a Standard Chartered Bank's Debit / ATM card, you can request for a draft at select Standard Chartered Bank ATMs.
3. Intra Bank Fund Transfer on ATM ? : It is an online service that is offered free of costs to all customers having Standard Chartered Bank DEBIT/ATM card linked to Indian Rupee Account.
Difference Between ATM Card & Debit Card :
· ATM Cards can only be used to access cash whereas Debit Cards can be used to make purchases at retail shops in the same way Credit Cards are used.
· An ATM card will not have these symbols whereas You can identify a Debit Card by the VISA Electron symbol.
Difference between Credit Card and Debit Card :
· The Credit Card can be called as an equivalent of a loan forwarded by the bank whenever you are using it. You get a temporary credit for an average of 45 days depending on the card issuer and billing cycle whereas The Debit Card is a deposit access product where you are using your own mone in your Bank account through the debit card.
· 36% - 40%p.a interest payout. whereas No interest payout.
· Best suited only for short term emergency credit
Shop Smart Debit Card :
· Product : Provides ATM access and purchases functionally at merchant outlets in India and Abroad
Key Advantages
· Shop with Standard Chartered Debit Card and get Rs. 150 Cash Back
· Unique Insurance protection against misuse of card
· Exiting Promotions.
· Rewards Plus Program.
Debit Card Usage :
· Customers can withdraw money from ATMs of VISA affilated different banks:
ICICI Bank Corporation Bank
HDFC Bank IndusInd Bank
IDBI Bank Kotak Mahindra Bank
UTI Bank Canara Bank
Centurion Bank Dena Bank
HSBC Andhra Bank
Citibank State Bank of India
Bank of Punjab Development Credit Bank
United Bank of India Bank of India
Standard Chartered Bank
Smartfill Debit Card :
Key Features:
· Zero surcharges on fuel purchased at select Bharat Petroleum outlets approx 400 outlets in 15 cities to start with
· Free fuel through rewards : One smartfill reward point for Rs. 125 of purchase spend. The main benefit here is that customers will earn rewards points for all purchases.
· Surcharge Waiver : Surcharge of 2.5% will not be levied on smart fill debit- card users unlike fuel purchased using other cards.
· 5% discount at In & Out stores : When the purchase is made using the smart fills debit card
Handling Objection on Debit Cards :
· The shop smart debit card offers customers the chance of getting 75% of the fee back by simply using his card to make purchases
· SCB debit card allows access to any other Visa ATMs for free cash withdrawals 4 times in a month
· The customer can have the choice of having a photo debit card as well as picture debit card.
· Customer can enjoy the reward plus program on the SCB debit cards.
· Hot listing of a card in case of an loss is absolutely free.
Difference Between Photo Card and Picture Card :
· Both are available on Debit card and not on ATM card.
· The photo card is individual picture card. Picture card is a entire picture of a family or any other.
· The fee for a Picture is Rs. 150
· Black and White photo can be used in a photo card, however only coloured photo can be in a picture card.
Benefits to the Customer – What's in it for him ?
· Access to more than 17000 VISA ATMs PAN India for withdrawing cash – 4 times free per month.
· No need to look for an "SCB" ATM.
· Can make purchases at any VISA Electron merchant establishment.
· Saves the customer of getting into any debt trap – "Buy Now, Pay Now "
· No hassles of carrying cash in your wallet
· Option of linking 2 or more accounts through a linked debit card to give enhanced daily cash withdrawal limit to the customer
· Access even from abroad; customers can even break their 2-in-1 FD's from abroad in the event of an emergency.
Benefit of Selling Debit Cards – How does it help you Bank ?
· Gives more visibility to the bank – Helps DSR's to comat the most common objection on number of branches and low number of ATMs
· Gives additional fee income - Revenues from merchant establishments on all the purchases made by the customers on it.
· Effective cash flow management – Banks can keep check on their liquidity as the maximum outflow from an ATM is fixed per day.
· Adds to the goodwill for the bank - Gives the customer a friendly feel about the bank. The debit card helps the bank in becoming a one stop shop for banking functionalities and shopping experiences.
· Margins have crashed SCB earns Rs 250/- if the customer maintains Rs10000 in his account for 01 year whereas the cost of acquisition for a saving accounts is Rs2750/-. Hence the need to sell debit cards to subsidize the COA.
Debit Card Rewards Plus Program :
· The Debit Card Reward Plus Program is an easy way to earn cash rewards on everyday purchases.
· The SCB Debit Card enables customers to earn 1 point for every Rs100 spent on purchases made with the card.
· Every point earns the customer Rs.1
· Am minimum of 300 points in a calendar year is required to request for their redemption.
· Phone Banking needs to be contacted to request for redemption of points.
ATM Card and a Debit Card
Request Handling
· Hotlisting of a card – Permanent removal of the card from the system
· Warmlisting of a Card – Temporary blocking of the card. This card can be activated later.
· Activation of a card – The blocked card which is in the warmlisted state to be made a live card.
· Dummy Cards used for I Banking – These cards are cards not actually existing but are there on the system since, they are the user id for I Banking
· Reissue of a card – When a card is hotlisted the customer has a choice of requesting for a reissue.
· Pin reissue – When the customer forgets his pin or the pin is not eligible a pin reissue is taken.
2.3 Life Insurance:
How to Sell Life Insurance?
Ideal Life Insurance Sales Call:
You : 2 minutes
Company : 3 minutes
Concept of Life Insurance : 13 minutes
Product : 2 minutes
If you sell the first 3 properly, the product sells itself...
Concept of Life Insurance:
· You
· Company
· Product
I.R.D.A – A Strong Regulator that Ensures Safety of Your Money:
· Regulates, promotes and ensures orderly growth of the insurance business and re- insurance business.
· Issues certificate of registration, renews, modifies, withdraws, suspends or cancels such registration of insurance companies.
· Protects the interest of the policy holders in matters concerning assigning of policy, nomination by policy holders, insurable interest, settlement of claims, surrender value of policy and other terms.
· Specifies requisite qualifications, code of conduct and practical training for intermediary and agents.
· Regulates investment of funds by insurance companies
· Regulates maintenance of margin of solvency of insurance companies.
· Independent appointed actuary for product pricing and valuation.
· Mandate every life insurance to draw up a program of reinsurance of policies in respect of lives covered..
I.R.D.A – A Strong Regulator that Ensures Safety of Your Money :
· On 19th April 2000, the authority has been notified in the Gazette of India in terms of Insurance Regulatory and Development Authority Act,1999
· Mission : To protect the interest of the policy holders to regulate, promote and ensures orderly growth of the insurance industry and for matters connected therewith.
Solvency Margin :
· Available Solvency Margin : Means the excess of value of assets over the value of life insurance liabilities and other liabilities of policyholders
· Solvency Ratio : Means the ratio of the amount of available solvency margin to the amount of Required Margin
· Determination of Solvency Margin : Every insurer shall determine the required margin, the available solvency margin and the solvency ratio.
Why Life Insurance ?
The probabilities are :
· Dying too soon
· Living too long
· Living death
The priorities are :
· Children's education & marriage
· Wealth Creation.
How to sell Life Insurance :
The 9 sales concepts are...
1. Human Life Value
2. Children's Education and Marriage
3. Hedge against liabilities- covering your loans
4. Happy family project
5. Retirement solutions
6. Wealth Creation
7. Taxation – Saving through Insurance
8. 4000 % Returns
9. Cost of Love.
Personal Accident Insurance
Royal Sundaram :
· Joint venture partners – Sundaram Finance and Royal & Sun Alliance PLC of U.K
· Sundaram Finance – Formed as subsidiary of the Madras Motor and General Insurance Company. Has more than 100 branches in India and over 6.5 lakh depositors.
· Royal & Sun Alliance – In insurance since 1710. InIndia from 1825 operates in 130 countries, has over 20 million customers and 50,000 employees.
Royal Sundaram :
· One of the first Insurance Companies to be granted a license by IRDA.
· Offices in Bangalore, Chandigarh, Coimbatore, Cochin, Delhi, Hyderabad, Kolkatta, Mumbai & Pune.
· Offers the entire range of general insurance products.
Royal Sunderam :
Personal Insurances – Products:
· Personal Accident
· Health & Hospital Cash
· Home & Household Content
· Travel
· Motor
· NAC (No actual Costs)
Royal Sundaram:
Royal Sundaram & Standard Chartered
· Strategic tie up between Standard Chartered and Royal Sunderam to offer General Insurance Products to our customers.
· Bundling of Insurance Products along with the normal Banking Products.
· Value added service to the end customer.
Royal Sundaram – PA Insurance:
Benefits and Advantages:
· Protection and Peace of mind for the customer
· Claims Handling experience is a clear USP
· Strengthening Customer Value Proposition
· Customer retention
· Insurance seen as key complement to existing business
Royal Sundaram – PA Insurance:
Exceptions :
· Intentional Self injury / Suicide
· While under the influence of intoxicating liquor & Drugs
· While engaging in Aviation or other Dangerous sports like Balooning and Mountaineering
· Venereal Diseases, Aids or Insanity
· War or Nuclear Radiation's
· Pregnancy

Current Accounts
Purpose and Description:
· A current account is a transaction account which is normally operated for business purposes.
· The account holders can withdraw the money whenever required through any of the following means :
· Issuing a cheque
· Issuing a demand draft / Pay order
· Transfers though Instructions / Internet Banking
· Withdrawal through an ATM
· Standing debit transactions
· Purchases made on a linked debit card at merchant establishments
· No interest is payable on any type of Current Account.
Business Plus 25K :
Eligibility:
· Individuals, HUFs, Sole Proprietors, Partnership, Associations, Companies, Societies, Trusts ltd, Individual A/C can be opened singly or jointly
· Initial Deposit – Minimum s. 25000/-
Features :
· ATM/Debit Card
· Monthly Statement of Accounts
· Any Branch Banking
· Phone Banking
· Investment Advisory Services
· Doorstep Banking @ Rs 100/- per visit
· Multi – city Banking
· Extended Banking Hours
· Free Multi – city cheque book
· Free PO's & DD's drawn on SCB locations
Business Plus Xtra :
Eligibility:
· Trusts
· Clubs
· Associations
· HUF's
· Sole Proprietors
· Partnership Firms
· Pvt. Ltd. Co.
· Public Ltd. Co.
Features :
· Average quarterly balance to be maintained is Rs 50,000/-
· Business Plus Xtra is a current account having term deposits linked in it. In this account, amounts over a customer specified amount are automatically swept into a linked 15 day term deposit
· The customer is free to specify a higher than minimum threshold amount and a higher deposit size
· Subsequent sweeps will be made in multiplies Rs 25000/-
Features:
· The automatic sweep is run daily at the end of the day
· At the end of 15 days the principal of the deposit automatically gets credited to the linked Current Account.
· For fixed deposits, the interest will be paid on maturity. The interest will be credited to the linked Current Account
· The FD will be only a normal FD. No reinvestment deposits.
2.4 Current Accounts :
Eligibility :
Account may be opened in the name of persons and bodies mentioned below upon being introduced in a manner approved by the bank and laid down in the process notes.
· Sole proprietorship concerns
· Partnership Firms
· Private / Public limited concerns
· Associations, Clubs, Societies, Trusts or other institutions.
· Joint Hindu Family Account
· Foreign Currency Accounts in India
· Adult individuals.
Generic Value Proposition:
· India's leading international banking group
· Best international bank branch network
· 81 branches in 31 cities.
· Superior and innovative banking products
· Extended banking hours.
· Fully functional phone banking facilities
· Any branch banking, anywhere in India
· Door step banking
· Internet banking
Current Account Products :
· Business Plus 50 K
· Enhanced Business Plus
· Group Enhanced Business Plus
· 2 in 1 Current Accounts
Business Plus : Current Account :
· Product : Entry level current account
· Positioning : "Everything you wanted in a current account
· Average Minimum Quarterly Balance : Rs. 50000/-
· Target Customers : Small / Mid segment business establishment / Self employed / Traders / Exporters / Retailers / Trusts / Associations etc.
Business Plus Current Account:
Key Features
· Free details/ PO Payable at SCB branch locations – 2 per day
· Free payable at Par cheque book
· Logistics Offer – Cash delivery / Pick up cheque pick up . Pay order
· National clearing speed service
· Express cheque collection at 58 locations
· Free cheque collection – our branch locations.
Key Features:
· Free monthly installments
· Free funds transfer to any of our branches
· ATM/ Debit card facility
· Free Personalized cheque book
· Free Investment Advisory services
· Non maintenance charges
Enhanced Business Plus Current Account :
· Product : Upgrade current account / Value added proposition
· Positioning : "A current account that makes your money work most effective
· Average Minimum Quarterly Balance : Three options :
EBP 100 - Rs 1,00,000 Average Qtrly Balance
EBP 500 – Rs 5,00,000 Average Quarterly Balance
EBP 1000 – Rs 10,00,000 Average Quarterly Balance
· Target Customers : Small / Mid segment business establishment self employed / Traders / Exporters / Retailers / Trusts / Associations etc.
Group Enhanced Business Plus Account :
Need for the product :
· Current Account customers who own multiple businesses need to hold separate bank accounts for each of the businesses
· This leads to the customers having to maintain and track minimum balance requirements separately for each account.
· The concept of a "Group Current Account ", stems from the need to be able to maintain and track various related accounts under an umbrella group and derive benefits of operating these accounts as group
· A "Group Current Account" would be a group of current accounts linked together by virtue of the Businessman / Family / Business group operating these accounts.
Eligibility:
The following can maintain multiple Enhanced Business Plus Accounts and instruct the Bank to view these as a Group of accounts for the purpose of minimum balance requirements.
· Proprietorship / Partnerships
· HUF's
· Private Limited companies
· New Accounts as well as existing accounts
How does Group Enhanced Business Plus product work ?
The related entities can open EBP (100/500/1000) accounts of their companies / firms and opt to maintain requisite average quarterly balance on an aggregate across all the accounts, taken together.
One account will be designated as the "Primary Group Account" and the other accounts will be linked to it and called "Add on " accounts.
What is Average Balance Requirement ?
The "requisite average balance " referred to above is the same balance as applicable to the EBP category that the Group has selected 100,500,1000.
Type of Account AQB Requirement
Group EBP 100 Rs. 1,00,000
Group EBP 500 Rs. 5,00,000
Group EBP 1000 Rs. 10,00,000
Key Features & Benefits of Group Enhanced Business Plus Product :
The Group consists of One Primary (Enhanced Businesses Plus 100/500/1000) account and ADD ON accounts which are all under the same name EBP offer type as the Primary Account. The maximum number of "Add on Accounts" allowed would depend on which type of EBP offer has been selected i.e
Group EBP 100 1 Primary + 1 Add On Account
Group EBP 500 1 Primary + 2 Add On Account
Group EBP 1000 1 Primary + 4 Add On Account
Account Opening Process :
New customers will have to provide the following documents :
· AOF for normal Account Opening
· KYC Documents as per existing process circulars for CA ac opening
· Link Forms – Primary Account Link Form signed by primary account holders and an Add on Link form for every Add on Account signed by signatories of the Add On Account. The account. The link forms must be sent along with AOF's
Talking Points of Sales:
· Each account can be operated separately by its own holders and enjoys the full benefits of an Enhanced Business Plus Account
· Account can be added or delinked at any time based on the instructions from the Primary Group Account Holders.
Talking Point of Sales:
· The benefits for the customers are summarized as follows.
· Free demand Drafts at SCB Branch locations
· Free personalized payable at Par cheque books.
· Free instantaneous transfer of funds between your accounts.
· Free outstation cheque collection at our branches.
Talking Point of Sales :
· Preferential pricing on International Trade and Forex Services on signing up for our special International Trade & Treasury Services Product
· Free Door step Banking
· Free Internet Banking and Inter Bank Funds transfer through the internet
· Free Phone Banking and Debit Card with Access Plus features
· Speed Clearing at Metro locations and 60 other locations
· Special Cash Management solutions for cheque pick up and draft delivery in select locations.
Do's:
· Explain features in full to the customers
· Explain linking and de – linking conditions
· Explain Average Balance Criteria and ensure customer buy in on the same
· Explain DD limits apply for all accounts combined
· Ensure that the link Form + MID is signed by the customer
Dont's:
· Incentivise the customer for opening the account
· Not mention to Add On Accounts that the accounts may be de-linked upon instructions from the Primary Account
· Not mention to the primary account holders that the responsibility of ensuring that the group maintains the Average balance lies entirely with the Primary Account and Account maintenance charges will be levied on the Primary Account.
Documentation – A Few Key Points :
· Documentation is not a mere collection of documents – Key part of KYC
· Understand the client and his business in the light of money Laundering Prevention
· Appropriate risk gradation as per KYC norms is crucial during documentation
Documentation Of Current Accounts :
· Proprietorship
· Partnership
· Private Limited Company
· Limited Company
· Trust
· Society
2.5 Net Banking:
Benefits – Net Banking :
· Anytime, Anywhere Access to account information.
· See transactions on the accounts
· Consolidated view of the relationship with the bank and real time balances for accounts.
· Safe, secure and worry – free banking online
· Covers ALL normal banking transactions, coupled with ATM's for Cash withdrawal, there is no need to visit a branch or call phone banking
At a Glance :
· Foe individuals & Non Individual Customers of the bank : - Saving , Current, Over Draft , Term Deposits, Cards and Loans
· Safe & Secure 24 * 7 Access through
– 16 Digit Login ID
– Password sent by the bank
· Two access models – "Query Only"
· All Transactions
At a Glance :
· Queries : Balance Enquiry and Issued Cheque Status
· Request
Term deposits opening
Demand Draft Request
New Cheque book Request
Statement Request
Address Updates
· Financial Transactions :
Credit Card Transactions
Funds Transfers
Inter Bank Funds Transfers
Bill Payment
3.1 Objective of the Project
The primary objective of the Project was to find the arrival of Modernization in Banking sector.
The secondary objective was identification of specific variables that constitute customer satisfaction and To analyze the Impact of Multi National Bank in Indian Market.
The project has complementary objective too like to market products and services offered by the bank. According to individual need the customers were offered the plans. Both primary and secondary data were used, that is list of existing customers and open market source was used. Not all but only some potential customers were approached .
Objectives :
1. To find out the specific variables that constitutes customer satisfaction.
2. To analyze the impact of Multi National Bank in Indian Market.
3. To find out arrival of Modernization in Banking sector.
3.2 Methodology
A systematic approach is essential in any project work. Each and every step must be planned so that it leads right towards the next step. It is usually very difficult to go back and correct the mistakes of the previous step. The same has been attempted here.
Research Design is the basic plan, which guides the data collection and analysis phase of the project. It is the framework which specifies the type of information to be collected, the source of data and the data collection procedure.
Since SCB has a large customer base, to know their views and find their satisfaction level with the bank primary and secondary data were used for the customers of SCB. The research is exploratory type and the population is finite but large thus systematic random sampling was used. A sample of 100 customers is taken. Each unit of sample was investigated to obtain required information.
Research Design :
A research design is the arrangement of the conditions for collection and analysis of data. Actually it is the blue print of research project.
The study is based on both Primary data and Secondary data. It requires survey which involves contact with existing customers through personal interviews and through questionnaire method.
Type of Research :
1. Exploratory research for the search of secondary data.
2. Descriptive research through questionnaire method .
Sampling Unit or Target Population:
The target population was the existing customer of SCB of Ahemdabad City.
Sampling Size:
I have taken a sample of 100 respondents
Sampling Technique :
a) Questionnaire method .
b) Survey method .
Type of Sampling :
The sampling type will be systematic random sampling.
3.3 Data Collection
Data collection is the central part of the research activities. Keeping in mind the objective of the research, the information was gathered from the primary and secondary sources
Primary Data was collected through questionnaire and personal interview. The questionnaire consists of 11 questions which directed to find the following.
· To identify satisfaction level of customers
· To know the modernized trends in banking
· To know impact of Multi National Banks.
Secondary Data was collected through books, journals, websites, etc.
4.1 Analysis and Interpretation of Data
The raw material of the research process, that is data was processed by tabulation, analysis and interpretations. On the basis of the questionnaire filled and data collected, each question is evaluated and their interpretation is as follows :
Q1. Which type of account the customer has in Standard Chartered Bank ?

Saving Account 76
Current Account 20
Others 04
The "Others" category includes Fixed Deposit Account. Thus it is observed that :
· 76 % customer have Saving Account
· 20 % have Current Account
· 04 % have other type or fixed deposit account in Standard Chartered Bank
Q2. What are the reasons for Opening the account with Standard Chartered Bank?







· The choice of various reasons out of 100 respondents are as follows :
Convenience 20
Proximity to Office/ Home 05
Attractive Schemes 07
Good Customer Services 30
Security 12
Reputation of Bank 20
Others 06
Q3. How frequently Customers visit the Bank ?




Out of 100 respondents customers visit the Bank as :

Daily 08
Weekly 30
Monthly 40
Yearly 22





Q4. Whether the respondents have Account in other Banks also ?






Out of 100 respondents,
· 30% Customers said that they don't have account with any other Bank
· 70% Customers said that they have account with other Banks also.







Q5. Mostly availed or most popular service of the bank among the customers?



Out of 100 respondents,
Deposit /Withdrawal of cash 30
Deposit of clearing/ Outstation cheques 08
Safe Deposits 02
Drop Box Facility 10
Debit/ Credit Card 07
Term Deposit Account 03
DD Remittance 02
ATM 28
Phone Banking 04
e- banking 06
Q6. People generally prefer to Invest in ?



Out of 100 respondents, customers invest mostly in :

Fixed Deposits 28
Mutual Funds 23
Real Estates 08
Insurance 21
Bonds 11
Gold & Silver 09
This means that people generally like to invest in Fixed Deposits as it provide income as well as safety.
Q7. Basic Motive for Investment ?




Out of 100 respondents, customers has motive in :

Safety 24
Liquidity 17
Growth 30
Tax Benefits 29

It is quite surprising that although most of the people like to invest in Fixed Deposits yet at the same time most of them also want Growth and Tax Benefit. Fixed Deposits are generally taken for safety but it is astonishing to observe that in spite of investing mostly in fixed deposits comparatively lesser no of people chose Safety as investment motive.

Q8. Investment decision of people is generally influence by Self or Advisors ?




Out of 100 respondents,

Self 30
Friends 18
Advisors 10
Tax Consultants 19

This means that customers are mainly convenience by Themselves.
Q9. Investment horizon i.e Time period for which people like to invest ?




Out of the 100 respondents, Customers generally like to invest for :

Short Term (<1 yr) 21
Medium Term (1 – 3 yrs) 21
Long Term (> 3 yrs) 58

As 58 % customers like to invest most of their money in long term investments. As this question was related with the investment behavior of the customers.

Q 10. Customers Satisfied with the services rendered ?



YES 77
NO 23
From the above "YES" respondents, Customer fully satisfied and customers partially satisfied.

Fully Satisfied 91%
Partially Satisfied 09%
Q11. What specific variables that constitutes Customer Satisfaction?









Out of the 100 respondents, Customers generally like for :
Returns on Deposits 34
Liquidity 15
Promptness in service 12
Charges 20
Safety & Security 10
Diversification 09

As 34 % customers like to invest most of their money for returns on their deposits.
5.1 Findings and Conclusions
On the basis of study made among the customers of Standard Chartered Bank Limited, Ahemdabad following findings are being drawn :
Firstly, Return on Investment is a main factor in today’s Capital Markets as 34% customers like returns on deposits as satisfactory factor.
Secondly, Market Share of Banks. as in today's study :
Govt. Banks has 56 % market share in India
Private Banks has 33% market share , and
Multi National Banks has only 11% market share
Thirdly, Customer associated with MNBs :
1. Higher Income groups are being associated with MNB’s as it requires more than 10000 bal to be maintained
2. Service class customers are being associated with Private Banks as it requires a balance not more than 5000.
3. Lower Income Group are being associated with Govt. Banks as it requires a very nominal amount.
Fourthly, In today's dynamic world the banking scenario has been rapidly changed as there have been many modernized facilities arrived which helped and satisfied the customer. Some of them are as follows
· ATM’s
· Net Banking
· Mobile Commerce
· Door- Step Banking
· International Banking
· Money Transfer Facility
· Credit and Debit Cards


Other Findings :

About the type of Accounts :
It is being observed that majority of people have Saving Account because of Convenience and Good Banking Services in operating the account. And very few respondents have current account.
SCBs goodwill is the best asset for the bank. Customers are quite satisfied with services provided by SCB. But the bank wish to add many additional facilities to their prospective customers. After sales services to the clients are required so that old clients can be retained and new can be generated.
It is also observed that 30% of the customers don't have any account other than ICICI Bank and 70 % customers have other account too in other Bank.
The most popular service of this bank is Deposit and Withdrawal facility for customers. As it has 8 to 8 working so it is quite convenient for the customers.
It was also found that people preferred to invest in Fixed deposits as it provide income and safety both. But on the contrary most of people have motive to invest because of Growth and Tax Benefit motive.
As per the findings most of the customers do their investment for Long Term so that they get higher growth and returns.
Customers are Satisfied with the services rendered by the bank and they are happy.
5.2 Conclusion
Return on Investment plays a vital role in today’s Capital Markets. because market changes everyday and consistent growth is very essential for the investment.
Market share, though MNBs has only 11 % market share but they are providing more benefits to the customer
Higher Income Groups are the target customer of MNB’s as the bank has high required amount to be maintained by the customers which can only be managed by high income groups.
Modernization, Now Banking is available at every street through ATM, at Desktop of every person through Net Banking and each pocket of Customer through Mobile Commerce.

5.3 Suggestions

1. Bank should emphasis on after sales services because many customers have problem that that no feedback is taken from them.
2. To increase the market share, MNBs should reduce minimum balance to target every customer.
3. To reduce the diversification of customers the Banks should provide all services under one roof.
4. The various charges levied like outstation clearing charges, penalty for not maintaining minimum cash balance, etc should be minimized
5. In – mass customers should be made aware of the modernized services.

6. To increase the deposits and investments of the customer the bank should give consistent returns to their customers.
5.4 Limitations to the Study

Every project has some limitations and results cannot be perfectly true. So in the absence of universally accepted norms, interpretation becomes a matter of judgment and the present study is no exception to it. Despite my best endeavor to maintain uniformity and maximum coverage the present work suffers some limitations.
· The scope of study is limited to the geographical area of Ahemdabad City.
· The number of customers is quite large. It is not practically feasible to contact each and every customer. A sample of 100 is taken so results may be biased
· It was not easy to obtain real information from the customers segment.
· The respondents are generally employed persons so they were reluctant to answer the questionnaires during working hour
· Some of the people do not entertain these types of surveyors at their home.
References
Books
· Research Methodology : C.R.Kothari
· Journals
· Annual Report of Standard Chartered Bank
Websites :
www.standardchartered.co.in.