The document summarizes research on ING Vyasa Bank customers' use of internet and branch banking. 165 customers were surveyed about their banking habits and preferences. Their feedback was analyzed using statistical analysis tools like pie charts and histograms. A SWOT analysis was also conducted for internet and branch banking from the customer's perspective. The findings showed customers wanted an improved online banking experience and more branches/ATMs. Suggestions included expanding ING's branch network in Chhattisgarh, improving the mobile app, and increasing digital banking promotion. A roadmap was proposed for ING to transition further to digital banking.

2. Executive Summary
 Source of data collection
 Primary Data – through personal interview in Magneto Mall, Raipur , questionnaire shared on Survey
Monkey, personal interaction with customers of ING Vyasa Bank
 Secondary Data – Websites, official records, website and Annual report of ING Vyasa bank
 Survey Methods
 165 data were collected through survey and personal interview
 Based on questionnaire created with the help of faculties and bank managers, available here
https://www.surveymonkey.com/s/Y2V2J65
 Descriptive statistics to analyze the data, for customer interview Convenience sampling method is used
 Data Analysis Technique
 Used preliminary method of statistical data analysis
 Represented through Pie Chart and Histograms
 Feedback for improving services is analyzed in tabular method
 SWOT Analysis
 Strategically analyzed the SWOT for Internet and Branch Banking. Customer view point is also included.
 Industry research and Growth prediction
 Different data sources from web sites are collected and collaborated in a single image. Results of
forecasted data are also included.
 Cross Comparison between the products offering of banks in India are also analyzed. Used convenience
method of sampling. Customer Interview and view point are represented through bar and histogram
charts.
 Road Map for Digital Banking
 Based on different data collected through web sites and research papers(mentioned in Appendix) road
map for digital Banking have been added as pictorial representation.
 Findings, Suggestion & Conclusions are added at the addendum
 Wherever required, notes are added in the “click to add notes” at the footer of PPT which can be observed
in the edit mode

3. 1.85%
57.41%
27.78%
12.96%
Data Analysis and Interpretation

4. 5.08%
69.49%
30.51%
94.92%
Data Analysis and Interpretation

5. Data Analysis and Interpretation
23.73%
38.98%
11.86%
10.17%
15.25%

6. Data Analysis and Interpretation
66.67%
33.33%

8. There should be more worker so that people can complete there work easily, by
saving there time.
I will be happy if few tasks which are not supported by internet banking, those also
be online. e.g. few banks provide online FD, PPF, Password reset etc… facilities but
few not... also for few banks it must be more secure like SBI is most secured
Stop customer representative calls
customized schemes can be there according to the profession of the customer
More Fast process flow in physical branches of bank
Allowing digital signatures
Suggestions /Feedback provided for improving
services from existing customer through survey
No clear view of Credit card transactions. Transactions should reflect immediately
rather it take 3-4 days.
Good security severs. Always new UI after time to time.
So many time ,I had call from HDFC bank customer care centre ,and its so headache
Easy phone banking facility should be available
Customer care executive should have more information about the services of bank
No clear view of Credit card transactions. Transactions should reflect immediately
rather it take 3-4 days.

9. Findings
 During Interview it was found that ING Vysya has good potential in Chhattisgarh
and growth opportunity is enormous.
 However, because of low number of branches and ATMs available to use reduces
its popularity among users.
 Customers felt happy about the ING Products and majority of them were loyal
customers.
 Customer feedback is attached in the slides where majority of them wanted to
have a good and easy to use UI for Internet Banking.
 Salesmen/customer executives seems to be not at par with the competitive banks.
 System needs to be transparent and should be lucrative for end users.
 ING Vysya stands very low when it comes to popularity. Many customers have not
heard about the bank.
 Customer appreciated the customer care talks and their personal relationships
with managers at the branch.
 Specially Users were not happy with the ING Vysya mobile Application and
Application generally hangs when worked with 2G operators.
 Ladies ,Home Makers and Senior Citizens were of the opinion of having more
number of ATMs and a technical session on how to operate Internet Banking.
 Customers appreciated lockers as it is spacious compared to the other banks.

10. Threat
BRANCH
BANKING
•Entry of branded bank in to the market
•State Government policy
•Language Risk
•Culture Risk
•Competitors
Strength
•Customer Loyalty
•Personal Relationship with customer
•Skilled Workforce
•Quality Service from Advisors
•Strong Marketing and distribution channel
•Huge Product Portfolio
Opportunities
•Opportunity to expand business
•Rising Income leads to more investment
•Wide range of Loan for different commodity
•Personalized Banking
•Wealth Advisor
Weakness
•Land, material and Rent cost
•Long queue
•Long distance
•Open for limited hours
•Lack of Co-ordination between the various
branch offices.
BRANCH
BANKING

11. Threats
INTERNET
BANKING
•Bad Economy
•Government Regulations
•Political Risk
•Volatile Revenue
•Substitute Products
Strength
•Banking Anywhere
•Cost Advantage
•Technology
•Unique Products
•Customer Loyalty
•Skilled Workforce
•Sophisticated software to enable faster and
smoother operations
Opportunities
•Online Market
•Innovation
•New Services
•New Technology
•Emerging Markets
•New Products
•New Markets
Weakness
•High Staff Turnover
•Weak R&D
•Weak Management
•Customer Service
•Cost Structure
INTERNET
BANKING

13. Customer onboarding and
MMaarrkkeettiningg a anndd S Saaleless Customer onboarding and
Account Opening Servicing Servicing
Account Opening
Cross-channel Collaboration and
salesforce enablement
Cross-Channel customer, 360-
degree lead and insight capture
and delivery
Cross-Channel marketing and sales
enablement
Insight-driven origination
Status tracking, status reporting and
customer communication
Cross- channel application
management
Personalize and self-service
Customer experience management
Cross-Channel service management
Multi-Mode Channel Listeners
Cross Channel Process, Case and Data Management
Analytical modeling and insight
delivery
Reporting and Dash boarding
RRooaadd m maapp f oforr I NINGG V Vyyssyyaa t too m moovvee t toowwaarrddss d digigititaal lb baannkkiningg

14. Suggestions
 There is a need of more Branch offices and ATMs in Chhattisgarh as there
is big Untapped market is available.
 Recruitment of Salesmen who have computer knowledge and can
showcase the Website.
 Mobile Application should be robust and easy to handle.
 Mobile Application should work efficiently in 2G network.
 Customer awareness program for digital banking shall be provided.
 More number of Advertisement in daily newspaper, Television, Internet,
Facebook, YouTube should be promoted.
 New colleges and Shops are mushrooming in Chhattisgarh, ING should
target those for easy loan and digital banking .
 Local Managers should be recruited to the banks who can interact with
the customers in an efficient manner.
 There is a need to repositioning of ING Vysya in the market and strategy
based on User group shall be targeted.
 ING Vysya should perform holistic marketing by thinking about the digital
banking as the biggest asset for the future.

15. Looking Forward
Grasping a completely computerized technique obliges ING Vysya to modernize end-to-
end, and to embrace a client driven methodology. Here are five steps that can
help ING Vysya guarantee that their prerogative to advanced digital banking will
bring about more prominent client fulfilment and long term benefit.

16. SOURCES
• FINANCIAL MANAGEMENT by Brigham and Ehrhardt
• Magnetto Mall, Raipur
• Management Information System by Laudon & Loudon
• ING Vysya Bank, Raipur
• http://www.moneycontrol.com/companyfacts/ingvysyabank/history/ING
• http://www.moneycontrol.com/india/stockpricequote/banksprivatesector/ingvysyabank/• http://en.wikipedia.org/wiki/ING_Vysya_Bank
• http://www.ingvysyabank.com/
• http://www.ingvysyabank.com/pdf%27s/Financial%20Results%20Mar
%2013.pdf