Retail Banking in India
A PROJECT REPORT ON
RETAIL BANKING
SUBMITTED BY PRAMOD SHYAMLAL YADAV
T.Y.B.B.I [Semester V]
GURU NANAK COLLEGE OF ARTS, COMMERCE AND SCIENCE GURU TEGH BAHADUR NAGAR, MUMBAI-400037
SUBMITTED TO UNIVERSITY OF MUMBAI
A!"em# Ye!r
$%&& ' $%&$ PROJECT CO(ORDINATOR S)UB)A
P!*e 1
Retail Banking in India
PROJECT REPORT ON (RETAIL BANKING)
BACHELOR OF COMMERCE BANKING AND INSURANCE SEMESTER V (2011-2012) SUBMITTED In Par!a" F#"$!""%&n '$ & r&#!r&%&n* F'r & a+ar, '$ & ,&r&& '$ Ba.&"'r '$ %ana&%&n SUBMITTED B/ (NAME) ROLL NO 2 SEAT NO GURU NANAK COLLEGE OF ARTS SCIENCE AND COMMERCE GURU TEGH BAHADUR NAGAR MUMBAI-30004 P!*e 2
Retail Banking in India
DECLARATION I PRAMOD 5S5 /ADAV THE STUDENT OF B5COM BANKING AND INSURANCE SEMESTER V (2011-2012) HEREB/ DECLARE THAT I HAVE COMPLETED THE PROJECT ON RETAIL BANKING
THE INFORMATION SUBMITTED IS TRUE AND ORIGINAL TO THE BEST OF M/ KNO6LEDGE5
SIGNATURE OF STUDENT (NAME) ROLL NO 2 SEAT NO
P!*e 3
Retail Banking in India GURU NANAK COLLEGE OF ARTS SCIENCE 7 COMMERCE GURU TEGH BAHADUR NAGAR MUMBAI 8 30004
C E R T F I C A T E THIS IS TO CERTIF/ THAT SHRI 9 MISS ::::::::::::::::::::::::::::: OF B5COM BANKING AND INSURANCE SEMESTER V (2011-2012) HAS SUCCESSFULL/ COMPLETED THE PROJECT ON :::::::::::::::::::::: ::::::::::::::::::::::::::::::::::: UNDER THE GUIDENCE OF Pr'$5::::::::::::::::::::::::::::::::
PRINCIPAL
COURSE CO-ORDINATOR
PROJECT GUIDE 9 INTERNAL E;AMINER
E;TERNAL E;AMINER
P!*e 4
Retail Banking in India
WLEDEM ACKNO ENT
T!* !* ' &<=r&** %> &arn&* ra!#,& an, &<r&%& ?'> a @&!n @&*'+&, +! an '=='r#n!>
'
&
an
!n&r&*!n
an,
!n$'r%a!&
=r'?&.
'n
::::::::::::::::::::::::::::: :::::::::::::::::::::::::::::::::: I +'#", "!& ' an a"" & =&'="& +' a& &"=&, %& !n .'%="&!'n '$ =r'?&. I +'#", aa!" !* '=='r#n!> ' &<=r&** %> =r'$'#n, ra!#,& an, !n ,&@n&** ' a"" '*& =&'="&5
I +'#", "!& ' *=&.!a""> an Pr'$5 LATA LOKHANDE $'r !nr',#.!n %& ' *#. a +'n,&r$#" an, .a""&n!n '=!. an, $'r @&!n %& #!,& !n & r#& *&n.& '$ & +'r, an, $'r #!,!n .'rr&.!n an, %'!a!n %& a &a. an, &&r> %'%&n ,#r!n %> =r'?&. 5 La*"> +!'# $a!" I +'#", an a"" %> $a.#"!&* $'r =r'!,!n a"" &<="!.! an, !%="!.! *#=='r ' %& ,#r!n & .'#r*& '$ %> =r'?&.5
P!*e 5
Retail Banking in India
INDEX
CHAPTER1 CHAPTER2 CHAPTER3 CHAPTER4 CHAPTER CHAPTER" CHAPTER7 CHAPTER#
INTRODUCTION NUMBEROSSERVICES ROLEANDCONTRIBUTION FUTUREOFRETAILBANKING BANKSACROSSTHECOUNTR! CASE STUD! NATIONALSCENARIO CONCLUSION
RETAIL BANKING
DEFINITION
P!*e 6
Retail Banking in India
R&a!" @an!n !* >=!.a" %a**-%ar& @an!n +&r& !n,!!,#a" .#*'%&r* #*& "'.a" @ran.&* '$ "ar&r .'%%&r.!a" @an*5 S&r!.&* '$$&r&, !n."#,& *a!n* an, .&.!n a..'#n* %'ra&* =&r*'na" "'an* ,&@! .ar,* .r&,! .ar,* an, *'
R&a!" Ban!n &n!r'n%&n ',a> !* .an!n $a*5 T& .an!n .#*'%&r ,&%'ra=!.* ,&%an,* ' .r&a& a ,!$$&r&n!a&, a=="!.a!'n @a*&, 'n *.a"a@"& &.n'"'> !%=r'&, *&r!.& an, @an!n .'n&n!&n.&5 H!&r =&n&ra!'n '$ &.n'"'> an, !n.r&a*& !n "'@a" "!&ra.> "&&"* a* *& #= & &<=&.a!'n* '$ & .#*'%&r !&r an n&&r @&$'r&5 In.r&a*!n #*& '$ %',&rn &.n'"'> a* $#r&r &nan.&, r&a. an, a..&**!@!"!>
T& %ar& ',a> !&* #* a .a""&n& ' =r'!,& %#"!="& an, !nn'a!& .'n&%='rar> *&r!.&* ' & .#*'%&r r'# a .'n*'"!,a&, +!n,'+ a* *' ' &n*#r& a & @an* .#*'%&r &* Un!$'r%!> an, C'n*!*&n.> '$ *&r!.& ,&"!&r> a.r'** !%& an, a &&r> '#. ='!n a.r'** a"" .ann&"*5 T& =a.& '$ !nn'a!'n !* a..&"&ra!n an, *&.#r!> r&a a* @&.'%& =r!%& '$ a"" &"&.r'n!. ran*a.!'n*5 H! .'* *r#.#r& r&n,&r!n %a**-%ar& *&r!.!n !* =r'!@!!&"> &<=&n*!&5
Pr&*&n ,a> &.-*a> @an&r* ar& n'+ %'r& "''!n a r&,#.!'n !n &!r '=&ra!n .'** @> a,'=!n *.a"a@"& an, *&.#r& &.n'"'> &r&@> r&,#.!n &
P!*e 7
Retail Banking in India r&*='n*& !%& ' &!r .#*'%&r* *' a* ' !%=r'& &!r ."!&n @a*& an, &.'n'%!&* '$ *.a"&5
T& *'"#!'n "!&* ' %ar& ,&%an,* an, .a""&n&* "!&* !n !nn'a!'n '$ n&+ '$$&r!n +! %!n!%#% ,&=&n,&n.& 'n @ran.&* 8 a %#"!-.ann&" @an an, ' &"!%!na& & ,!*a,ana& '$ an !na,&#a& @ran. n&+'r5 G&n&ra!'n '$ "&a,* ' .r'** *&"" an, .r&a!n a,,!!'na" r&&n#&* +! #%'* .#*'%&r *a!*$a.!'n a* @&.'%& $'.a" ='!n +'r",+!,& $'r & *#..&** '$ a Ban5
INTRODUCTION
P!*e 8
Retail Banking in India R&a!" @an!n !* '+&&r #!& @r'a, !n na#r& - ! r&$&r* ' & ,&a"!n '$ .'%%&r.!a" @an* +! !n,!!,#a" .#*'%&r* @' 'n "!a@!"!!&* an, a**&* *!,&* '$ & @a"an.& *&&5 F!<&, .#rr&n 9 *a!n* a..'#n* 'n & "!a@!"!!&* *!,& an, %'ra&* "'an* (&55 =&r*'na" '#*!n a#' an, &,#.a!'na") 'n & a**&* *!,& ar& & %'r& !%='ran '$ & =r',#.* '$$&r&, @> @an*5 R&"a&, an.!""ar> *&r!.&* !n."#,& .r&,! .ar,* 'r ,&='*!'r> *&r!.&*5 R&a!" @an!n r&$&r* ' =r'!*!'n '$ @an!n *&r!.&* ' !n,!!,#a"* an, *%a"" @#*!n&** +&r& & $!nan.!a" !n*!#!'n* ar& ,&a"!n +! "ar& n#%@&r '$ "'+ a"#& ran*a.!'n*5 T!* !* !n .'nra* ' +'"&*a"& @an!n +&r& & .#*'%&r* ar& "ar& '$&n %#"!na!'na" .'%=an!&* '&rn%&n* an, '&rn%&n &n&r=r!*& an, & $!nan.!a" !n*!#!'n ,&a" !n *%a"" n#%@&r* '$ ! a"#& ran*a.!'n*
T& .'n.&= !* n' n&+ ' @an* @# !* n'+ !&+&, a* an !%='ran an, ara.!& %ar& *&%&n a '$$&r* '=='r#n!!&* $'r r'+ an, =r'$!*5 R&a!" @an!n an, r&a!" "&n,!n ar& '$&n #*&, a* *>n'n>%* @# !n $a. & "a&r !* ?#* & =ar '$ r&a!" @an!n5 In r&a!" @an!n a"" & n&&,* '$ !n,!!,#a" .#*'%&r* ar& a&n .ar& '$ !n a +&""-!n&ra&, %ann&r5
T',a>* r&a!" @an!n *&.'r !* .ara.&r!&, @> r&& @a*!. .ara.&r!*!.*
M#"!="& =r',#.* (,&='*!* .r&,! .ar,* !n*#ran.& !n&*%&n* an, *&.#r!!&*)
M#"!="& .ann&"* '$ ,!*r!@#!'n (.a"" .&n&r @ran. !n&rn&)
M#"!="& .#*'%&r r'#=* (.'n*#%&r *%a"" @#*!n&** an, .'r='ra&5
SERVICES UNDER RETAIL BANKING
P!*e 9
Retail Banking in India
1.
C#rr&n A9C
25
L'an
5
C'r='ra& Sa"ar> A9C
35
On"!n& A9C
5
D&@! Car,
5
P'n& Ban!n
45
In&r.!>9 In&r Bran. Ban!n
5
N& Ban!n
5
B!"" Pa>
SBI & PNB Provides following services :-
Deposit -D&%an, D&='*! C#rr&n D&='*! Sa!n D&='*!
-T!%& D&='*!
F!<&, D&='*! A*a>a D&='*! C#%#"a!& D&='*! Praa! D&='*!
Loan :
H'#*!n $!nan.& $'r !n,!!,#a"* Car $!nan.& P!*e 10
Retail Banking in India
F!nan.& $'r .'n*#%&r ,!*a@"&* F!nan.& $'r S.''&r9M''r.>."&* F!nan.& aa!n* $##r& "&a*& R&n'"* P&r*'na" "'an ' =&n*!'n&** P&r*'na" "'an ' *&r!n Ar%> '$$!.&r* G'5 7 '&r E%="'>&&* E,#.a!'n "'an *.&%& A,an.& aa!n* "!$& ='"!.> A,an.& aa!n* @an ,&='*!*
- ATM
%$P!*e 11
Retail Banking in India
C&''()* A+C-
Un,&r !* a..'#n a =&r*'n .an ,&='*! an, +! ,ra+ %'n&> a* %an> !%&* !n a ,a> a* & +an* 5 T& r&#"ar* an a&ra& #ar&r"> @a"an.& '$ & R*5 10000 'n"> 5B&*!,&* & $r&& ATM .ar, an, &a*> a..&**!@!"!>5 /'#r $!r* 0 .&#& "&a& ar& ' O$$&r&, $r&&5 T!* .an @& a*
Pr&%!#% .#rr&n a..'#n Fr'% an> @ran. HDFC @an Tra,& - S%a""8 @#*!n&** HDFC @an ="#*5
L.)% - T' S#!* &&r> n&&,5
A "'an !* a *=&.!$!&, a%'#n *an.!'n&, $'r a =&r!', '$ !%&*5 L'an* ar& ran&, &n&ra""> aa!n* & *&.#r!> '$ a**&* 'r 'n & =&r*'na" *&.#r!> '$ & @'rr'+&r5 T& @'rr'+&r* %a> +! ,ra+ & a%'#n '$ & "'an !n "a%= *#% !n !n*a""%&n5 S!%!"ar"> ! %a> @& r&=a>a@"& !n "#%= *#% 'r !n !n*a""%&n5
RETAIL @an* =r'!,&* $'""'+!n "'an #n,&r & r&a!" @an!n *&%&n -
Car L'an (F'r n&+ an, #*&, .ar*)5 P&r*'na" "'an5 L'an* aa!n* *&.#r!!&* an, +' +&&"&r* 5 C'n*#%&r "'an5
C.' L.) - Var!> '$ $!nan.& *.&%&*
N&+ Car "'an L'an a%'#n #=' 0 O$ .ar a"#& T&n#r& 12 ' 3 %'n
P!*e 12
Retail Banking in India
P('%)./ L.) - F'r an>!n >'# a& !n %!n, H'"!,a> a@r'a, 6&,,!n !n & $a%!"> H!&r &,#.a!'n N' *&.#r!> 'r ran&r r&#!r&,
L'an a%'#n R*5 2000 ' R* 10 "a. T&n#r& 12 ' 3 %'n*5 E"!!@!"!> Sa"ar!&, !n,!!,#a"* *&"$-&%="'>&, ,'.'r* an, CAS CS En!n&&r* M5B5A5S
T ((/('% .) C)%&(' /.) -
6a&&r >'#r ,r&a% HDFC a& a *.&%& T+' +&&"&r* P&r*'na" .'%=#&r an, AC D#ra@"& "!& TV 6a*!n Ma.!n& R&$r!&ra'r &.5
F'r HDFC @an A9C '",&r* 'n">5 L'an a%'#n R*5 4000 ' 1 "a (Ma< '$ =r',#. a"#&) T&n#r& ' %'n* E"!!@!"!> Sa"ar!&, an, *&"$ &%="'>&, !n,!!,#a"* L.) ..5)%* %(6&'5*5(% - An '&r,ra$ $a.!"!>
L'an a%'#n 8 R*5 0000 ' R*5 20 "a (#=' 0'$ %ar& a"#& '$ ,&%an, *ar&) M##a" F#n, 8 R*5 0000 ' R*5 10 "a LIC ='"!.> 8 R*5100000 'n+ar,*5 P!*e 13
Retail Banking in India
C''.*( %./.'8 A+6-
6! HDFC @an* .'r='ra& *a"ar> A9C &%="'>&&* r&.&!& an arra> '$ r&+ar,* +! &n %'n"> =a> .&#&5 A"" a n' &<ra .'a* ' 'ran!*a!'n5 E-a& @an!n *&r!.& $r'% an> +&r& a an> !%&P'n& @an!n In&r @ran. @an!n
N& @an!n B!"" =a>a@"& Fr&& ='n& @an!n Fr&& %'@!"& @an!n Fr&& ,&%an, ,ra$ Fr&& In&rna!'na" ,&@! .ar, D!r&. *a"ar> .r&,! O&r,ra$ $a.!"!> D&%'& A9C J'!n A9C $a.!"!> Fr&& D&%an, Dra$
PHONE BANKING HDFC @an =r'!,&* ='n&@an!n $a.!"!> ' !* .#*'%&r*5 6! & &"= '$ !* *&r!.& .#*'%&r* .an & &!r a..'#n ,&a!" a* $'r a .&#& @'' 'r a *a&%&n '=&n a $!<&, ,&='*! ran*$&r %'n&> +!!n &!r '+n a..'#n* 'r,&r a ,&%an, ,ra$* *'= .&#& =a>%&n &.5 a"" @> ='n& INTERCIT!+ INTERBRANCH BANKING A H DFC >' # .a n a. .&** >' #r a..'#n $r'% an> '$ &!r 11 @ran.&* !n 2 .!!&*5 S' >'# .an +!,ra+ .a* $'r% an'&r @ran. r'# a *&"$-.&#&5 /'# .an ,&='*! a "'.a" .&#& !n 'n& @ran. an, & ! .r&,!&, ' >'#r a..'#n !n an'&r .!>5 NETBANKING In&rn& @an !n !* ?#* "!& n'r %a" @an!n +! a 'n& @! &<.&=!'n a >'# ,'n a& ' ' ' & @an $'r ran*a.!'n*5 In*&a, >'# .an a..&** >'#r a..'#n an> !%& $'r% an> =ar '$ & +'r", an, ,' *' +&n >'# a& & !%& an, n' + &n & @an !* '=&n5 Tr'# & n& @an!n >'# .an ran*$ &r
$#n,* +!!n & *a%& @an '=&n a $!<&, ,&='*! & a ,&%an, ,ra$ %a& a TDS &n#!r> r&#&* a *'= =a>%&n '$ 'n a .&#& r&#&* $'r a n&+ .&#& @'' 'r &&n .&#& >'#r a..'#n @a"an.&5
P!*e 14
Retail Banking in India BILLPA! HDFC @an =r '!,&* !* .#*'% &r* ' =a> &!r %'@ !"& @!""* !n *'% & *&"&.&, .!!&* '&r & ='n& a* +&"" a* r'# &!r ATM*5 In M#%@a! >'# .an =a> BPL M'@!"& @!""* !n D&"! >'# .an =a> A!r&" @!""* an, !n C&nna! >'# .an =a> RPG an, S> .&"" .&""#"ar @!""* r' # !* $a.! "!>5 /'# .an a"*' =a> MTN L @!""* !n M#%@a! an, D&"! an, MSEB @!""* !n P#n& an, M#%@a!5 I *a&* a "' '$ !%& +!. >'# *=&n, !n "'n #&#&* 'r +r!!n .&#&*5
D(95* C.'%
HDFC Ban* In&rn a!'na" ,&@! .ar, =r'!, & %(./(%% :'(( .) :5%6./ .).(()* ' *=&n,!n @' "'.a""> an, "'@a"">5 T& D&@! an, ATM Car, +&n !**#&, a* !*a .'%="!an .ar,* +!"" !& >'# & $r&&,'% ' a..&** >'#r *a!n* 'r .#rr&n a %&r.an "'.a!'n an, ATM*5 6&n&&r >'# %a& =a>%&n* & a%'#n +!"" @& !n*an"> ,&@!&, $r'% >'#r a..'#n5 T& =r&*&n ATM .ar,* a""'+ >'# ' a..&** >'#r a..'#n 23 '#r* a ,a> a"" r'# & >&ar5
H (% 5* ';<
A"" >'# n&&, ' ,' !* =r&*&n >'#r .ar, ' & %&r.an +' +!"" *+!=& ! r'# & &"&.r'n!. &r%!na" an, &n&r & a%'#n '$ >'#r =#r.a*&5 /'# 'n"> n&&, ' *!n & ran*a.!'n *"!=5 /'#r a..'#n +!"" @& a#'%a!.a""> ,&@!&, $'r & a%'#n '$ >'#r =#r.a*&5 /'#r ,&@! .ar, .an @& #*&, a an> %&r.an "'.a!'n ,!*="a>!n & !*a &"&.r'n!. "'' 'r a an> ATM ,!*="a>!n & .!r.#* "'' '$ .'#r*& >'# .an a"+a>* #*& ! an> HDFC Ban ATM a* a n'r%a" ATM .ar,5
W.* 5: 8&' D(95* C.' 5% /%* ' %*/()<
I$ >'#r .ar, !* "'* 'r *'"&n >'# ar& =r'&.&, $r'% $ra#,#"&n .ar&* $r'% & %'%&n >'# r&='r & "'** ' & @an5
P!*e 15
Retail Banking in India A)8 *'.)%.6*5) /55* :' *( D(95* C.'<
F'r & *a$&> '$ & .ar, '",&r* & @an a& a ,a!"> "!%! '$ R*5 1000 a ATM (a %&r.an "'.a!'n &r& !* n' ran*a.!'n "!%!) an, !* !* *#@?&. ' & aa!"a@"& @a"an.& !n >'#r a..'#n5
SBI = PNB PRODUCT RANGE D(%5*
D&='*!* a..&=&, @> @an %a> @& .a&'r!*&, a* ,&%an, ,&='*! an, !%& ,&='*!5 D(.) D(%5*
D&%an, ,&='*!* ar& '*& ,&='*!* a .an @& +!,ra+n +!'# n'!.&5 Ban #n,&ra& ' r&=a> *#. ,&='*!* a* ,&%an,5 T& $'""'+!n >=&* '$ ,&='*! a..'#n* ar& ."a**!$!&, #n,&r D&%an, D&='*!*5 (a) C#rr&n A..'#n (@) Sa!n A..'#n
C&''()* A66&)*
Un,&r !* a..'#n* a =&r*'n .an ,&='*! an, +! ,ra+ %'n&> a* %an> !%&* !n a ,a> a* & +an*5 M'n&> .an @& +!,ra+n @> !**#!n .&#&*5 C#rr&n a.'#n ar& r&%#n&ra!& >=& '$ ,&='*! a..'#n* a* n' !n&r&* !* =a>a@"& 'n & .r&,! @a"an.&* '#*an,!n !n &*& a..'#n*5
S.>5) A66&)*%
T!* a..'#n !* '=&n&, $'r & =#r='*& '$ *a!n*5 An> =#r='*& '$ *a!n*5 An> =&r*'n !n."#,!n a %!n'r .an '=&n !* a..'#n @> ,&='*!!n a *%a"" *#% '$ %'n&>5 Sa!n Ban A..'#n !* *#@?&. ' & r&*r!.!'n a* ' & n#%@&r '$ +!,ra+a" a* a"*' & a%'#n '$ +!,ra+ a* a"*' & a%'#n '$ +!,ra+a" =&r%!&, @> @an* ,#r!n an> *=&.!$!&, =&r!',5 H'+&&r &r& !* n' r&*r!.!'n 'n &
P!*e 16
Retail Banking in India n#%@&r an, a%'#n '$ ,&='*!* a .an @& %a,& 'n an> ,a>5 Ba"an.&* !n & Sa!n Ban A..'#n .an* !n&r&* a ra&* a* ,&&r%!n&, @> RBI $r'% !%& ' !%&5
T5( D(%5*
An> ,&='*! +!. !* r&=a>a@"& a$&r a =&r!', '$ n'!.& ra&r an r&=a>a@"& a$&r a $!<&, ,a& 'r =&r!', !* a !%& ,&='*! 'r ='=#"ar"> .a""&, a* &r% ,&='*!*5 T& $'""'+!n >=& '$ a..'#n !n @' @an* ar& ."a**!$!&, #n,&r R&a!" T!%& D&='*!*5 F!<&, D&='*! A=*a>a D&='*! C#%#"a!& D&='*! Praa! D&='*!
F5?( D(%5* -
F!<&, D&='*! +&r& & ,&='* !'r %a&* a "#%=*#% ,&='*! +&r& & ,&='*!'r* %a&* a "#%=*#% ,&='*! a 'n& !%& $'r a $!<&, =&r!', an, r&.&!& =a>%&n &r& '$ 'n Ma#r!> +! !n&r&*5
P!*e 17
Retail Banking in India FUNCTION OF REATIL BANKS
D(:5)5*5)
R&a!" @an* '$$&r a ran& '$ *&r!.&* ' !n,!!,#a" .#*'%&r* an, *%a"" @#*!n&**&* ra&r an ' "ar& .'%=an!&* an, '&r @an*5 T& *&r!.&* .an !n."#,&
.#rr&n
a..'#n* *a!n* a..'#n* !n&*%&n a,!.& an, @r'!n an, "'an* an, %'ra&*5 R&a!" @an* =&r$'r% +' .r#.!a" $#n.!'n* $'r .#*'%&r* $!r*"> &> &na@"& .#*'%&r* ' @an &!r %'n&> *&.#r&"> a..&** ! &a*!"> an, .'n,#. ran*a.!'n* an, *&.'n,"> &> =r'!,& a..&** ' a,,!!'na" %'n&> ' $#n, "ar& =#r.a*&* *#. a* @#>!n a '%&5 In r&#rn $'r '",!n .#*'%&r* $#n,* +!. &> .an &n !n&* @an* =a> .#*'%&r* !n&r&*5 Tra,!!'na""> r&a!" @an* a& =r'!,&, &*& *&r!.&* ,!r&."> ' & .#*'%&r !a @ran.&*5 6!"& %an> *!"" ,' !* r&a!" @an* n'+ '$$&r &!r *&r!.&* @> &"&='n& an, & !n&rn& a* +&""5 S'%& '=&ra& *'"&"> !a & !n&rn& an, ,' n' a& $a.!"!!&* ' *&r& .#*'%&r* a =>*!.a" '#"&*5 O&r 'ran!a!'n* *#. a* *#=&r%ar&* a& n'+ &n&r&, & @an!n *&.'r an, a"*' '$$&r a +!,& ran& '$ @an!n *&r!.&*5 I a* @&.'%& %'r& ,!$$!.#" ' !,&n!$> & ra,!!'na" r&a!" @ana @an a $#n,* !*&"$ r'# .#*'%&r ,&='*!* an, "&n,!n@&.a#*& r&a!" @an* n'+ '$&n .'%@!n& r&a!" an, +'"&*a"& @an!n5 I !* &r&$'r& %'r& r&"&an ' ',a>* @an!n *r#.#r& ' r&ar, r&a!" @an!n a* a *&r!&* '$ =r'.&**&* ra&r an a* an !n*!#!'n5 T& !n&r%&,!a!'n *&r!.&* '$$&r&, @> r&a!" @an* (*#. a* "''!n a$&r .#*'%&r* %'n&> an, %a!n "'an*) an, & =a>%&n *&r!.&* (a""'+!n
P!*e 18
Retail Banking in India .#*'%&r* ' %a& ran*a.!'n* #*!n ,&@! .ar,* .&.* &.5) %&an a &> a& ' %a& $#n,* aa!"a@"& ' .#*'%&r* a &r> *'r 'r !%%&,!a& n'!.&5 T!* !n&!a@"> %&an* a a r&a!" @an a* ' %ana& & r!* a %'r& %'n&> +!"" @& r&#&*&, @> .#*'%&r* an ! a* aa!"a@"& an, '$ .#*'%&r* ,&$a#"!n 'n "'an*5 Ban* ,' !* @> '",!n *'.* '$ "!#!, a**&* %a!na!n!n a .#*!'n '$ .a=!a" "&n,!n ' ,!$$&r&n >=&* '$ @'rr'+&r a,?#*!n !n&r&* ra&* an, *.r&&n!n ='&n!a" @'rr'+&r* (.r&,! *.'r!n)5
A>.)*.(%
•
/'#r %'n&> !* %#. %'r& *&.#r& an !n a @'< #n,&r >'#r @&, an, >'# .an @#> '',* @& =a!, an, *&"" !n* +!'# .a* .an!n an,*5
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T& @an >'# ar& $a%!"!ar +! an, +!. n'+* >'# .an a"*' '$$&r >'# a +!,& ran& '$ '&r *&r!.&* *#. a* %'ra&* an, !n*#ran.&5 /'#r @an %a> @& a@"& ' '$$&r >'# .'%=&!!& ,&a"* !n r&#rn $'r >'#r "'>a"> a* a .#*'%&r5
•
R&a!" @an* '$$&r a ar!&> '$ +a>* >'# .an a..&** >'#r a..'#n an, %ana& >'#r %'n&> %'* n'a@"> !a !n&rn& @an!n5 T!* %&an* a >'# .an &&= a ."'*& &>& 'n >'#r $!nan.&* an, a&r %an> ='&n!a" =r'@"&%*5
D5%.>.)*.(%
P!*e 19
Retail Banking in India •
Ban* ar& a @#*!n&** an, &> n&&, ' %a& %'n&> $r'% "''!n a$&r >'#r*5 I$ & @an ,&.!,&* ' a=="> .ar&* ' >'#r a..'#n (+!!n & &r%* '$ & a..'#n) >'# %a> 'n"> $!n, '# a@'# ! a$&r+ar,*$'r &
'# a..!,&na""> ' '&r,ra+n +!'# =&r%!**!'n5 I$ >'# ,!*ar&& +! a .ar& >'# +!"" n&&, ' .'n&* ! ' r&.'&r & %'n&>5
A6*5) C(6;/5%* •
T!n .ar&$#""> a@'# +a >'# +an $r'% a @an a..'#n an, +a !* !%='ran ' >'#5 F'r &'# ar& n' .'n.&rn&, a@'# a!n $a.&-'-$a.& .'na. +! >'#r @an an !n&rn&-'n"> @an %a> *#! >'#5
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6&n .''*!n an a..'#n .&. & !n&r&* ra& '$$&r&, an, '+ #!."> an, @> +a %&',* >'# .an a..&** >'#r %'n&>5
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6&n "''!n $'r a .#rr&n 'r .&.!n a..'#n $!n, '# +a &<ra *&r!.&* & @an .an '$$&r >'# *#. a* a ,&@! .ar, '&r,ra$ $a.!"!> $r&& 'r .&a= !n*#ran.& ='"!.!&* &.5
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D'&* & @an a& "'.a" @ran.&* 'r !* ! !n&rn& 'n"> Ar& >'# .'%$'ra@"& +! & +a>* !n +!. >'# .an .'%%#n!.a& +! & @an
•
M'* !%='ran"> $!n, '# +a .ar&* a=="> ' ar!'#* ran*a.!'n* an, &&n* *#. a* '!n '&r,ra+n +!'# & @an* a==r'a"5
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C'%=ar& ,!$$&r&n @an* an, &!r =r',#.* an, *&r!.&*5 L'' $'r a,,&, a"#& *#. a* $r&& !n*#ran.&5
P!*e 20
Retail Banking in India •
Ca""&n& .ar&* >'# $&&" ar& #n$a!r 'r +r'n"> a=="!&, ' >'#r a..'#n5
•
R&#"ar"> r&!&+ >'#r *a!n* a..'#n* ' %a& *#r& >'# .'n!n#& ' & & @&* !n&r&* ra&* aa!"a@"&5
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D'n "& $!nan.!a" =r'@"&%* & '# '$ .'nr'" an, ,'n =# '$$ a"!n ' >'#r @an a@'# &% !$ &> ,'5
•
D'n @& a$ra!, ' %'& ' a n&+ @an !$ >'# ar& n' a==> +! >'#r .#rr&n 'n& an, !$ !a *'#n, r&*&ar. >'# a& $'#n, *'%&!n @&&r5 T& @an >'# +an ' %'& ' +!"" @& a==> ' a& 'n & ran*$&r arran&%&n* $'r >'#
C.//()(% 5) I)5.) R(*.5/ B.);5)
T& *#@?&. %a&r '$ r&a!" @an!n !* '$ =r!%& !%='ran.&5 In r&.&n >&ar* .'%%&r.!a" @an*a& +!n&**&, ,&&"'=%&n !n & $'r% '$ r&a!" "&n,!n a"" '&r & +'r",5 T& r'+ !n & $!&", '$ r&a!" "&n,!n !* =r!%ar!"> @&.a#*& '$ & *=&&,> a,an.&%&n !n & IT *&.'r &'"!n %a.r'&.'n'%!. &n!r'n%&n P!*e 21
Retail Banking in India n#%&r'#* %!.r' "&&" ,&%an, an, *#=="> *!,& $a.'r* an, $!nan.!a" %ar& r&$'r%5 T!* .r!&r!'n !* @a*&, 'n & %ar& r&*&ar. r&='r 'n r&a!" @an!n5 In,!a a* a"*' &<=&r!&n.&, r'+ !n & $!&", '$ r&a!" @an!n5 T& r&a!" "'an a..'#n&, $'r a==r' 'n&-$!$ '$ & &n!r& @an .r&,!5 T& '#*!n *&.'r !* #n,&r'!n a @''% !n !* .r&,!5 T& r&a!" "'an %ar& a* ,&r! %&na""> #n,&r'n& a .an& $r'% & *&""&r* %ar& ' & @#>&r* %ar&5 T& !%& !* n' %'r& & *a%& +&n ! +a* ,!$$!.#" ' & "'an* $r'% & @an5 T!* !n,!.a&* a & r&a!" "'an %ar& a* *'+n =&n'%&na" r'+ an, ,&&"'=%&n '&r r&.&n >&ar*5 T& %ar& r&*&ar. r&='r* a +&r& %a,& &<."#*!&"> $'r & In,!an r&a!" @an!n %ar& !n,!.a&, a In,!a '$$&r* r&%&n,'#* '=='r#n!!&* !n !* $!&",5 I $#r&r !n,!.a&, a r&a!" @an!n %ar& !* a @''%!n *&.'r !n In,!a5 On& '$ & &> .'nr!@#'r* $'r & @''% !n & In,!an r&a!" @an!n !n,#*r> !* & !n.r&a*!n ra!' '$ & In,!an %!,,"& ."a**5 T& n#%@&r '$ =&'="& +' $a"" !n & .a&'r> '$ & %!,,"& ."a** !* !n.r&a*!n ra=!,">5 T& >'#n&r ='=#"a!'n '$ & .'#nr> a* !n.r&a*&, n' 'n"> !* =#r.a*!n ='+&r ! !* a"*' .'%$'ra@"& a.#!r!n =&r*'na" ,&@* a* .'%=ar&, ' &!r '",&r &n&ra!'n*5 T!* ,#a" .'%@!na!'n '$ !n.r&a*&, =#r.a*!n ='+&r an, .'%$'r a.#!r!n =&r*'na" "'an* a* .'nr!@#&, %a?'r"> !n & ,&&"'=%&n '$ & r&a!" "'an *&.'r !n In,!a I$ r&a!" @an!n 'n 'n& an, '$$&r* ,&&"'=%&n '=='r#n!!&* ! a"*' '$$&r* .a""&n&*
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P!*e 22
Retail Banking in India T& &.n'"'!.a" @a*& an, &$$!.!&n.> !n '=&ra!'n* +'#", !& & r&a!" @an!n %ar& a .'%=&!!& &,& an, +!"" .'nr!@#& !n & *#..&** '$ & @#*!n&** !n In,!a5 Pr!%& !%='ran.& a* ' @& !&n ' .'n*#%&r !n&r&*5 T& @!&* .a""&n& $a.&, @> & In,!an @an* !n & $!&", '$ r&a!" @an!n !* '!n ' @& & r!*!n !n,&@&,n&** an, "a. '$ &.n'"'!.a" a,an.&%&n* a r&='r @> F&,&ra!'n '$ In,!an Ca%@&r* '$ C'%%&r.& an, In,#*r> (F!..!) ='!n&, '#5 A r&='r '$ F!..! na%&"> Sa#* '$ & In,!an Ban!n In,#*r> - a* !,&n!$!&, &*& +' ar&a* a* & $a.'r* +!. %a> a$$&. & $##r& '$ r&a!" @an!n !n In,!a5 T& *#,> a* *a!, %a?'r!> '$ & r&*='n,&n* ,' n' an!.!=a& an> $a"" !n ,&%an, ,#& ' !& !n !n&r&* ra&*5 On & !n&r&* ra& $r'n 3 !n&r!&+&, $'r&*&& a r!*& !n & !n&r&* ra&* !n & $##r&5 O# '$ &*& 43 &<=&. & !n&r&* ra& ' !n.r&a*& @> 05 an, & r&%a!n!n &<=&. ! ' !n.r&a*& @> 15 T& !n.r&a*&, !n&r&* ra&* ar& "!&"> ' a& an a,&r*& !%=a. 'n & .'r='ra& *&.'r "&n,!n ' *'%& &<&n &*=&.!a""> AAA ra&, @'rr'+&r a* !"!&, @> 2 '$ & @an*5
T& *#,> a* a"*' '#"!n&, '&r !**#&* "!& .#*'%&r !n$'r%a!'n an, ,!*r!@#!'n n&+'r & ar&a* @an* n&&, ' a,,r&**5 6!"& r&a!" @an!n '$$&r* =&n'%&na" '=='r#n!!&* $'r r'+ & .a""&n&* ar& &#a""> ,a#n!n5 H'+ $ar & r&a!" @an!n !* a@"& ' "&a, r'+ '$ & @an!n !n,#*r> !n $##r& +'#", ,&=&n, #='n & .a=a.!> @#!",!n '$ & @an* ' %&& & .a""&n&* & r&='r *a!,5
P!*e 23
Retail Banking in India In,!a !* a* & *&.'n, %'* ara.!& r&a!" ,&*!na!'n '$ & %'* 0 &%&r!n &.'n'%!&* '$ & +'r", +! a r&a!" %ar& r'+!n a a ra& '$ (.'%='#n, ann#a" r'+ ra&)5 O&r 0 %!""!'n =&'="& '$ & .'#nr> ar& n'+ .r&,! .ar, '",&r* an, & *&.'r !* r'+!n a ra& '$ 05 A@'# '$ & r&*='n,&n* '$ & *#,> a& *a!, a &> +!"" !n.r&a*& &!r r&a!" ='r$'"!' @> %'r& an 2 !n & >&ar 200-05 H'#*!n $!nan.& 'n& '$ & "ar&* & r&a!" .'%='n&n !n &r%* '$ r'+ +! a ra& '$ 112 '&r & "a* >&ar !* &<=&.&, ' .'n!n#& & %'%&n#% '# 4 '$ & @an&r* !n&r !&+&, $&" a & "&n,!n ra& $'r & '#*!n *&.' r !* '!n ' r!*&5
T( :&*&'( : '(*.5/ 9.);5) A /9./ ('%(6*5>(
AS +& a& @&&n +'r!n +! '#r & +& a& @&&n *r#. @> & ra=!, an, =r''.a!& .an&* $a.!n & r&a!" *&.'r5 6!"& & =a.& an, ,!r&.!'n '$ .an& *&&%* ' ar> *'%&+a $r'% .'#nr> ' .'#nr> r&a!" @an* &&r>+&r& ar& +'r!n !'r'#*"> ' a,,r&** n&+
P!*e 24
Retail Banking in India &.n'"'!.a" r&#"a'r> an, .'%=&!!& r&a"!!&*5 C'""&.!&"> &> ar& r>!n ' ,&&r%!n& *ra&!&* an, a.!.* n&&,&, ' *&.#r& &!r $ran.!*&* an, &!r $##r&*5
T!* =r'?&. a,,r&**&* r&& #&*!'n* $r'% a "'@a" =&r*=&.!&5 F!r* +a ar& & &> $a.'r* ,r!!n & a"%'* #n!&r*a" .an&* !n r&a!" @an!n S&.'n,"> +&r& +!"" &*& ,r!&r* a& & !n,#*r> !n & $##r& T!r,"> +a ar& & &n&ra" *ra&!&* a r&a!" @an* .an #n,&ra& ' *#..&&, '&r & n&< ,&.a,&
T!* *#,> !* n' an a.a,&%!. &<&r.!*&5 Ra&r ! a* r'+n '# '$ a .'%%'n r&a, '$ &%&* +!. ar& &%&r!n $r'% ."!&n a**!n%&n* +'r",+!,&5 T&*& &%&* a& @&&n a**&**&, an, %!.r'-&.'n'%!. ana">*!* #n,&ra&n !n 'r,&r ' #n,&r*an, '+ &> '=&ra& an, +&r& &> ar& a!n & !n,#*r>5
Tr&n,* #n,&r+a> S' +a ar& & r&n,* a +& *&& !n r&a!" @an!n O#r .'r& .'n."#*!'n !* a & r&a!" @an!n !n,#*r> '+!n ' a ar!&> '$ $a.'r* !* .#rr&n"> n' *#*.&=!@"& ' *.a"& &.'n'%!&*5 B> !* +& %&an a r&a!" @an* ,' n' *&&% ' & an>%'r& &$$!.!&n a* &> & "ar&r5 I$ an>!n & r&&r*& a==&ar* ' @& & .a*&5 H'+&&r &r& ar& a n#%@&r '$ *r'n r&a*'n* ' *#=='*& a !* +!"" .an& !n & $##r&5 6& @&"!&& a r&a!" @an!n +!"" !n.r&a*!n"> @& *#*.&=!@"& ' *.a"& &.'n'%!&*5 In #rn !* +!"" .r&a& =r&**#r& $'r & !n,#*r> ' r&*r#.#r&5 Ana"'!&* $r'% '&r !n,#*r!&* *#=='r !* ra!n '$ '#5 6& a& a**&**&, +'
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P!*e 25
Retail Banking in India !n,#*r!&* ' '*& .!r.#%*an.&* +!. ar& =ar!.#"ar ' r&a!" @an!n +& a& @&&n a@"& ' .'%& ' a !*!'n '$ '+ & r&a!" @an!n !n,#*r> !* "!&"> ' r&*r#.#r& '&r & .'%!n ,&.a,&5
6& a& a"*' "''&, a '&r r&n,*5 T&.n'"'> !n =ar!.#"ar +!"" .an& & r&a!" @an!n !n,#*r> $#n,a%&na""> !n & >&ar* ' .'%&5 T& $!r* &> .'n*&#&n.& !* a @an* +!"" "'*& &!r %'n'='"> a* .&nr&* $'r %'n&> ran*%!**!'n5 In '&r +'r,* & a.!!> '$ ran*%!!n %'n&> $r'% 'n& =&r*'n 'r .'%=an> ' an'&r +!"" !n.r&a*!n"> @& a@"& ' @& .arr!&, '# @& a ar!&> '$ =r'!,&r*5 A* +! &"&.'%%#n!.a!'n* !'r'#* .'* .'%=&!!'n +!"" r&*#"5 T& *&.'n, &> .'n*&#&n.& '$ &.n'"'> +!"" @& & =r'"!$&ra!'n '$ ,!*r!@#!'n .ann&"* $'r r&a!" @an!n =r',#.*5 6&r&a* !n & =a* & @an @ran. +a* & 'n"> .ann&" $'r ,!*r!@#!n %'* $!nan.!a" *&r!.&* =r',#.* !n & $##r& a n#%@&r '$ ,!$$&r&n .ann&"* +!"" .'n!n#& ' &r',& & @ran.Q* =r&,'%!nan.&5 Man> '$ &*& +& ar& .#rr&n"> $a%!"!ar +! -- &"&='n& &*=&.!a""> M'@!"& ='n& ATMQ* &%a!" &.5
In a,,!!'n '+&&r n&+ .ann&"* ar& *"'+"> &%&r!n $r'% & =r!%'r,!a" *'#= '$ & !n$'r%a!'n *#=&r!+a>5 A"'# +& .an 'n"> #&** a '+ &> +!"" a$$&. & ,!*r!@#!'n '$ r&a!" @an!n =r',#.* +& ar& .'n$!,&n a &*& +!"" #"!%a&"> *#=="&%&n & '&r a"&rna!& .ann&"* an, $#r&r &r',& @an @ran.Q* *ar&5 C'n*&#&n.&* '$ &*& r&n,* T& .'n*&#&n.&* '$ & a@'& +!"" @& +'"&*a"& r&*r#.#r!n5 6& @&"!&& a r&a!" @an!n +!"" ,!*ar&a& !n' an !n&r"!n&, ='r$'"!' '$ a.!!!&* +! r&& @r'a, .a&'r!&**
P!*e 26
Retail Banking in India " Pr',#. F'r%#"a'r* 6!!n r&a!" @an!n &r& +!"" !n.r&a*!n"> @& ,!!*!'n* 'r *an,-a"'n& .'%=an!&* +' $'.#* 'n $'r%#"a!n =r',#.* *#. a* %'ra& 'r *a!n* $'r ,&"!&r> &!&r ,!r&. ' ."!&n* 'r ' !n&r%&,!ar!&*5
" C#*'%&r Ga&+a>* 6& @&"!&& a &r& +!"" @& an '=='r#n!> $'r an !n&r%&,!ar> ' .a=!a"!*& 'n *#=&r!'r .#*'%&r n'+"&,& an, &$$!.!&n ,&"!&r> .ann&"* ' *&"" an, *&r!.& a ran& '$ =r',#.* ' !n,!!,#a" .#*'%&r* r'# a ran& '$ ,&"!&r> .ann&"* '$ & .#*'%&r .''*!n5 " In,#*r> S&r!.&* In.r&a*!n"> & *#=='r $#n.!'n* +!. ar& a =r&*&n +'&n !n ' & $a@r!. '$ & @an +!"" @& *&&n a* =&r!=&ra" *#=='r!n a.!!!&* an, *=#n '$$ ' &!&r *&=ara& ,!!*!'n* +!!n a @an 'r ' !r, =ar> '#*'#r.& =r'!,&r*5 T!* +!"" &&n#a""> .r&a& an !n,#*r> $'r @an *&r!.&* +! n&+ =r'!,&r* '$$&r!n a @r'a, ran& '$ *#=='r a.!!!&*5 T& &'"#!'n '#"!n&, a@'& +!"" ar> *!n!$!.an"> @> .'#nr>5 T!* !* $!r*"> @&.a#*& & *r#.#r& '$ & r&a!" @an!n !n,#*r> ',a> !* ,!$$&r&n !n &a. na!'n -- a "&a.> '$ !*'r!.a" %ar& &'"#!'n an, r&#"a!'n5 In a,,!!'n & %ann&r an, ra& a +!. %ar&* +!"" @& ,&r&#"a&, !n & $##r& +!"" a"*' ar>5 T!* %&an* a n' 'n"> ,'&* & r&a!" @an!n !n,#*r> !n ,!$$&r&n .'#nr!&* *ar $r'% a ,!$$&r&n ='!n @# a !* .an& ra?&.'r> !n & $##r& +!"" a"*' ar> a* & r&*#" '$ na!'na"">-!,!'*>n.ra!. ,&r&#"a!'n5 T& @an '$ & $##r& +!"" n' +!n @> .r&a!n a *!n"& *ra&>5 Ra&r &a. '$ !* a.!!!&* +!!n =r',#.* .#*'%&r .ann&"* an, *#=='r *&r!.&* +!"" @& & *#@?&. '$ a ,!*.r&& @#*!n&** #n! *ra&> +!. +!"" @& @&n.%ar&, aa!n* %ar&-*&%&n&, .#*'%&r ,&%an, an, =r'$!a@!"!> an, .'%=&!'r*Q @#*!n&**&*
P!*e 27
Retail Banking in India !n !* ar&a5 L&Q* *!& an & =&'="&9.#*'%&r !*! ,&=ar%&na" *'r& a ,a> An*+&r !* *!%="& %#. %'r& =&'="& !*! *'r& an & @an @ran.5 6a ,'&* ! %&an an, +' a* %'r& !n$'r%a!'n !n !* r&*=&. Na#ra""> & *'r& a* %#. %'r& !n$'r%a!'n .'%=ar& ' & @an5 A .'r'""ar> '$ !* &'"#!'n +!"" @& a @ran.&* +!"" !n.r&a*!n"> @& @# 'n& '$ a n#%@&r '$ .ann&"* '$ ,!*r!@#!'n ' .#*'%&r*5 A* a r&*#" &!r n#%@&r* +!"" ,&."!n& @' a* a =&r.&na& '$ a"" @an!n ran*a.!'n* an, !n a@*'"#& n#%@&r*5 6!nn!n @an* +!"" a.!&"> a,,r&** !* !**#& %!ra!n &!r .#*'%&r* ' a"&rna& .ann&"* +&r& a==r'=r!a&5 A* +! an> "'@a"-'r!&n&, *#,> & a@'& .'n."#*!'n* ar& @r'a, an, %#* @& !n&r=r&&, @> an> $!nan.!a" !n*!#!'n !n & "! '$ !* #n!#& .!r.#%*an.&*5 N&&r&"&** +& ar& .'n$!,&n a & an*+&r* ' & #&*!'n* ='*&, +!"" @& '$ a"#& ' @an* an, ' '&r $!nan.!a" !n,#*r> &<&.#!&* a* &> ='n,&r &!r *ra&!. a"&rna!&* !n & $##r&
B.);% .6'%% *( 6&)*'8 An,ra Ban A;IS Ban Ban '$ Bar',a Ban '$ In,!a
P!*e 28
Retail Banking in India Canara Ban C!!@an C&nra" Ban '$ In,!a D&#*.& Ban HDFC Ban HSBC In,!an O&r*&a* Ban ICICI Ban I D B I (In,#*r!a" D&&"'=%&n Ban O$ In,!a) In,!an Ban ING V>*>a Ban Sa& Ban '$ In,!a Sara*+a C'-O=&ra!& Ban L, S>n,!.a& Ban UCO Ban an, Un!'n Ban '$ In,!a
CASE STUD!
HDFC BANK
P!*e 29
Retail Banking in India T& H'#*!n D&&"'=%&n F!nan.& C'r='ra!'n L!%!&, (HDFC) +a* a%'n* & $!r* ' r&.&!& an Q!n =r!n.!="&Q a==r'a" $r'% & R&*&r& Ban '$ In,!a (RBI) ' *& #= a @an !n & =r!a& *&.'r a* =ar '$ & RBIQ* "!@&ra"!*a!'n '$ & In,!an Ban!n In,#*r> !n 135 T& @an +a* !n.'r='ra&, !n A##* 13 !n & na%& '$ QHDFC Ban L!%!&,Q +! !* r&!*&r&, '$$!.& !n M#%@a! In,!a5 HDFC Ban .'%%&n.&, '=&ra!'n* a* a S.&,#"&, C'%%&r.!a" Ban !n Jan#ar> 15
P'*('%
HDFC !* In,!aQ* =r&%!&r '#*!n $!nan.& .'%=an> an, &n?'>* an !%=&..a@"& ra. r&.'r, !n In,!a a* +&"" a* !n !n&rna!'na" %ar&*5 S!n.& !* !n.&=!'n !n 144 & C'r='ra!'n a* %a!na!n&, a .'n*!*&n an, &a"> r'+ !n !* '=&ra!'n* ' r&%a!n & %ar& "&a,&r !n %'ra&*5 I* '#*an,!n "'an ='r$'"!' .'&r* +&"" '&r a %!""!'n ,+&""!n #n!*5 HDFC a* ,&&"'=&, *!n!$!.an &<=&r!*& !n r&a!" %'ra& "'an* ' ,!$$&r&n %ar& *&%&n* an, a"*' a* a "ar& .'r='ra& ."!&n @a*& $'r !* '#*!n r&"a&, .r&,! $a.!"!!&*5 6! !* &<=&r!&n.& !n & $!nan.!a" %ar&* a *r'n %ar& r&=#a!'n "ar& *ar&'",&r @a*& an, #n!#& .'n*#%&r $ran.!*& HDFC +a* !,&a""> ='*!!'n&, ' =r'%'& a @an !n & In,!an &n!r'n%&n5
HDFC BanQ* %!**!'n !* ' @& a 6'r",-C"a** In,!an Ban5 T& '@?&.!& !* ' @#!", *'#n, .#*'%&r $ran.!*&* a.r'** ,!*!n. @#*!n&**&* *' a* ' @& & =r&$&rr&, =r'!,&r '$ @an!n *&r!.&* $'r ar& r&a!" an, +'"&*a"& .#*'%&r *&%&n* an, ' a.!&& &a"> r'+ !n =r'$!a@!"!> .'n*!*&n +! & @anQ* r!* a==&!&5 T& @an !* .'%%!&, ' %a!na!n & !&* "&&" '$ &!.a" *an,ar,*
P!*e 30
Retail Banking in India =r'$&**!'na" !n&r!> .'r='ra& '&rnan.& an, r&#"a'r> .'%="!an.&5 HDFC BanQ* @#*!n&** =!"'*'=> !* @a*&, 'n $'#r .'r& a"#&* - O=&ra!'na" E<.&""&n.& C#*'%&r F'.#* Pr',#. L&a,&r*!= an, P&'="&5
C.5*./ S*'&6*&'(
T& a#'r!&, *ar& .a=! a" '$ & Ban !* R*5 0 .r'r&5 T& =a!, -#= .a=!a" a* 'n *a!, ,a& !* R*5 304009- (3040 &#!> *ar&* '$ R*5 109- &a.)5 T& HDFC Gr'#= '",* 25 '$ & BanQ* &#!> an, a@'# 1450 '$ & &#!> !* &", @> & ADS D&='*!'r> (!n r&*=&. '$ & @anQ* A%&r!.an D&='*!'r> Sar&* (ADS) I**#&)5 2453 '$ & &#!> !* &", @> F'r&!n In*!#!'na" In&*'r* (FII*) an, & Ban a* a@'# 304 *ar&'",&r*5
T& *ar&* ar& "!*&, 'n & B'%@a> S'. E<.an& L!%!&, an, T& Na!'na" S'. E<.an& '$ In,!a L!%!&,5 T& BanQ* A%&r!.an D&='*!'r> Sar&* (ADS) ar& "!*&, 'n & N&+ /'r S'. E<.an& (N/SE) #n,&r & *>%@'" QHDBQ an, & BanQ* G"'@a" D&='*!'r> R&.&!=* (GDR*) ar& "!*&, 'n L#<&%@'#r S'. E<.an& #n,&r ISIN N' US3031F20025
& a%a"a%a!'n '$ C&n#r!'n Ban '$ P#n?a@ +! HDFC Ban +a* $'r%a"">
P!*e 31
Retail Banking in India a==r'&, @> R&*&r& Ban '$ In,!a ' .'%="&& & *a#'r> an, r&#"a'r> a==r'a" =r'.&**5 A* =&r & *.&%& '$ a%a"a%a!'n *ar&'",&r* '$ CB'P r&.&!&, 1 *ar& '$ HDFC Ban $'r &&r> 2 *ar&* '$ CB'P5 T& %&r&, &n!> +!"" a& a *r'n ,&='*! @a*& '$ ar'#n, R*5 122000 .r'r& an, n& a,an.& * '$ ar'#n, R*5 000 .r'r&5 T& @a"an.& *&& *!& '$ & .'%@!n&, &n!> +'#", @& '&r R*5 1000 .r'r&5 T& a%a"a%a!'n a,,&, *!n!$!.an a"#& ' HDFC Ban !n &r%* '$ !n.r&a*&, @ran. n&+'r &'ra=!. r&a. an, .#*'%&r @a*& an, a @!&r =''" '$ *!""&, %an='+&r5 In a %!"&*'n& ran*a.!'n !n & In,!an @an!n !n,#*r> T!%&* Ban L!%!&, (an'&r n&+ =r!a& *&.'r @an =r'%'&, @> B&nn& C'"&%an 7 C'5 9 T!%&* Gr'#=) +a* %&r&, +! HDFC Ban L,5 &$$&.!& F&@r#ar> 2 20005 T!* +a* & $!r* %&r&r '$ +' =r!a& @an* !n & N&+ G&n&ra!'n Pr!a& S&.'r Ban*5 A* =&r & *.&%& '$ a%a"a%a!'n a==r'&, @> & *ar&'",&r* '$ @' @an* an, & R&*&r& Ban '$ In,!a *ar&'",&r* '$ T!%&* Ban r&.&!&, 1 *ar& '$ HDFC Ban $'r &&r> 54 *ar&* '$ T!%&* Ban5
HDFC Ban !* &a,#ar&r&, !n M#%@a!5 T& Ban a =r&*&n a* an &n!a@"& n&+'r '$ 142 @ran.&* *=r&a, !n 40 .!!&* a.r'** In,!a5A"" @ran.&* ar& "!n&, 'n an 'n"!n& r&a"-!%& @a*!*5 C#*'%&r* !n '&r 00 "'.a!'n* ar& a"*' *&r!.&, r'# T&"&='n& Ban!n5 T& BanQ* &<=an*!'n ="an* a& !n' a..'#n & n&&, ' a& a =r&*&n.& !n a"" %a?'r !n,#*r!a" an, .'%%&r.!a" .&nr&* +&r& !* .'r='ra& .#*'%&r* ar& "'.a&, a* +&"" a* & n&&, ' @#!", a *r'n r&a!" .#*'%&r @a*& $'r @' ,&='*!* an, "'an =r',#.*5 B&!n a ."&ar!n9*&"&%&n P!*e 32
Retail Banking in India @an ' ar!'#* "&a,!n *'. &<.an&* & Ban a* @ran.&* !n & .&nr&* +&r&
&
NSE9BSE
a&
a
*r'n
an,
a.!&
%&%@&r
@a*&5
T& Ban a"*' a* 3 n&+'r&, ATM* a.r'** &*& .!!&*5 M'r&'&r HDFC BanQ* ATM n&+'r .an @& a..&**&, @> a"" ,'%&*!. an, !n&rna!'na" V!*a9Ma*&rCar, V!*a E"&.r'n9Ma&*r' P"#*9C!rr#* an, A%&r!.an E<=r&** Cr&,!9Car& .ar,'",&r*5
Mr5 C5M5 Va*#,& a* @&&n a=='!n&, a* & Ca!r%an '$ & Ban +! &$$&. $r'% J#"> 2010 *#@?&. ' & a==r'a" '$ & R&*&r& Ban '$ In,!a an, & *ar&'",&r*5 Mr5 Va*#,& a* @&&n a D!r&.'r '$ & Ban *!n.& O.'@&r 2005 A r&!r&, IAS '$$!.&r Mr5 Va*#,& a* a, an !""#*r!'#* .ar&&r !n & .!!" *&r!.&* an, a* &", *&&ra" &> ='*!!'n* !n In,!a an, '&r*&a* !n."#,!n F!nan.& S&.r&ar> G'&rn%&n '$ In,!a E<&.#!& D!r&.'r 6'r", Ban an, G'&rn%&n n'%!n&& 'n & B'ar,* '$ %an> .'%=an!&* !n & $!nan.!a" *&.'r5 T& Mana!n D!r&.'r Mr5 A,!>a P#r! a* @&&n a =r'$&**!'na" @an&r $'r '&r 2 >&ar* an, @&$'r& ?'!n!n HDFC Ban !n 13 +a* &a,!n C!!@anQ* '=&ra!'n* !n Ma"a>*!a5 T& BanQ* B'ar, '$ D!r&.'r * !* .'%='*&, '$ &%!n&n !n,!!, #a"* +! a +&a" '$ &<=&r!&n.& !n =#@"!. ='"!.> a,%!n!*ra!'n !n,#*r> an, .'%%&r.!a" @an!n5 S&n!'r &<&.#!&* r&=r&*&n!n HDFC ar& a"*' 'n & B'ar,5
P!*e 33
Retail Banking in India S&n!'r @an!n =r'$&**!'na"* +! *#@*an!a" &<=&r!&n.& !n In,!a an, a@r'a, &a, ar!'#* @#*!n&**&* an, $#n.!'n* an, r&='r ' & Mana!n D!r&.'r5 G!&n & =r'$&**!'na" &<=&r!*& '$ & %ana&%&n &a% an, & '&ra"" $'.#* 'n r&.r#!!n an, r&a!n!n & @&* a"&n !n & !n,#*r> & @an @&"!&&* a !* =&'="& ar& a *!n!$!.an .'%=&!!& *r&n5
HDFC Ban '=&ra&* !n a !"> a#'%a&, &n!r'n%&n !n &r%* '$ !n$'r%a!'n &.n'"'> an, .'%%#n!.a!'n *>*&%*5 A"" & @anQ* @ran.&* a& 'n"!n& .'nn&.!!> +!. &na@"&* & @an ' '$$&r *=&&,> $#n,* ran*$&r $a.!"!!&* ' !* .#*'%&r*5 M#"!-@ran. a..&** !* a"*' =r'!,&, ' r&a!" .#*'%&r* r'# & @ran.
n&+'r
an,
A#'%a&,
T&""&r
Ma.!n&*
(ATM*)5
T& Ban a* %a,& *#@*an!a" &$$'r* an, !n&*%&n* !n a.#!r!n & @&* &.n'"'> aa!"a@"& !n&rna!'na""> ' @#!", & !n$ra*r#.#r& $'r a +'r", ."a** @an5 T& BanQ* @#*!n&** !* *#=='r&, @> *.a"a@"& an, r'@#* *>*&%* +!. &n*#r&
a
'#r
."!&n*
a"+a>*
&
&
$!n&*
*&r!.&*
+&
'$$&r5
T& Ban a* =r!'r!!*&, !* &na&%&n !n &.n'"'> an, & !n&rn& a* 'n& '$ !* &> 'a"* an, a* a"r&a,> %a,& *!n!$!.an =r'r&** !n +&@-&na@"!n !* .'r& @#*!n&**&*5 In &a. '$ !* @#*!n&**&* & Ban a* *#..&&,&, !n "&&ra!n !* %ar& ='*!!'n &<=&r!*& an, &.n'"'> ' .r&a& a .'%=&!!& a,ana& an, @#!", %ar& *ar&
P!*e 34
Retail Banking in India
HDFC Ban '$$&r* a +!,& ran& '$ .'%%&r.!a" an, ran*a.!'na" @an!n *&r!.&* an, r&a*#r> =r',#.* ' +'"&*a"& an, r&a!" .#*'%&r*5 T& @an a* r&& &> @#*!n&** *&%&n* W/(%./( B.);5) S('>56(%
T& BanQ* ar& %ar& ran&* $r'% "ar& @"#&-.!= %an#$a.#r!n .'%=an!&* !n & In,!an .'r='ra& ' *%a"" 7 %!,-*!&, .'r='ra&* an, ar!@a*&, @#*!n&**&*5 F'r &*& .#*'%&r* & Ban =r'!,&* a +!,& ran& '$ .'%%&r.!a" an, ran*a.!'na" @an!n *&r!.&* !n."#,!n +'r!n .a=!a" $!nan.& ra,& *&r!.&* ran*a.!'na" *&r!.&* .a* %ana&%&n &.5 T& @an !* a"*' a "&a,!n =r'!,&r '$ *r#.#r&, *'"#!'n* +!. .'%@!n& .a* %ana&%&n *&r!.&* +! &n,'r an, ,!*r!@#'r $!nan.& $'r $a.!"!a!n *#=&r!'r *#=="> .a!n %ana&%&n $'r !* .'r='ra& .#*'%&r*5 Ba*&, 'n !* *#=&r!'r =r',#. ,&"!&r> 9 *&r!.& "&&"* an, *r'n .#*'%&r 'r!&na!'n & Ban a* %a,& *!n!$!.an !nr'a,* !n' & @an!n .'n*'r!a '$ a n#%@&r '$ "&a,!n In,!an .'r='ra&* !n."#,!n %#"!na!'na"* .'%=an!&* $r'% & ,'%&*!. @#*!n&** '#*&* an, =r!%& =#@"!. *&.'r .'%=an!&*5 I !* r&.'n!*&, a* a "&a,!n =r'!,&r '$ .a* %ana&%&n an, ran*a.!'na" @an!n *'"#!'n* ' .'r='ra& .#*'%&r* %##a" $#n,* *'. &<.an& %&%@&r* an, @an*5 R(*.5/ B.);5) S('>56(%
T& '@?&.!& '$ & R&a!" Ban !* ' =r'!,& !* ar& %ar& .#*'%&r* a $#"" ran& '$ $!nan.!a" =r',#.* an, @an!n *&r!.&* !!n & .#*'%&r a 'n&*'= +!n,'+ $'r a"" !*9&r @an!n r&#!r&%&n*5 T& =r',#.* ar& @a.&, @> +'r",-."a** *&r!.& an, ,&"!&r&, ' .#*'%&r* r'# & r'+!n @ran.
P!*e 35
Retail Banking in India n&+'r a* +&"" a* r'# a"&rna!& ,&"!&r> .ann&"* "!& ATM* P'n& Ban!n N&Ban!n an, M'@!"& Ban!n5
T& HDFC Ban Pr&$&rr&, =r'ra% $'r ! n& +'r !n,!!,#a"* & HDFC Ban P"#* an, & In&*%&n A,!*'r> S&r!.&* =r'ra%* a& @&&n ,&*!n&, &&=!n !n %!n, n&&,* '$ .#*'%&r* +' *&& ,!*!n. $!nan.!a" *'"#!'n* !n$'r%a!'n an, a,!.& 'n ar!'#* !n&*%&n a&n#&*5 T& Ban a"*' a* a +!,& arra> '$ r&a!" "'an =r',#.* !n."#,!n A#' L'an* L'an* aa!n* %ar&a@"& *&.#r!!&* P&r*'na" L'an* an, L'an* $'r T+'-+&&"&r*5 I !* a"*' a "&a,!n =r'!,&r '$ D&='*!'r> Par!.!=an (DP) *&r!.&* $'r r&a!" .#*'%&r* =r'!,!n .#*'%&r* & $a.!"!> ' '", &!r !n&*%&n* !n &"&.r'n!. $'r%5
HDFC Ban +a* & $!r* @an !n In,!a ' "a#n. an In&rna!'na" D&@! Car, !n a**'.!a!'n +! VISA (VISA E"&.r'n) an, !**#&* & Ma*&r.ar, Ma&*r' ,&@! .ar, a* +&""5 T& Ban "a#n.&, !* .r&,! .ar, @#*!n&** !n "a& 20015 B> Mar. 2010 & @an a, a 'a" .ar, @a*& (,&@! an, .r&,! .ar,*) '$ '&r 13 %!""!'n5 T& Ban !* a"*' 'n& '$ & "&a,!n ="a>&r* !n & %&r.an a.#!r!n @#*!n&** +! '&r 0000 P'!n-'$-*a"& (POS) &r%!na"* $'r ,&@! 9 .r&,! .ar,* a..&=an.& a %&r.an &*a@"!*%&n*5 T& Ban !* +&"" ='*!!'n&, a* a "&a,&r !n ar!'#* n& @a*&, B2C '=='r#n!!&* !n."#,!n a +!,& ran& '$ !n&rn& @an!n *&r!.&* $'r F!<&, D&='*!* L'an* B!"" Pa>%&n* &.5
T'(.%&'8
6!!n !* @#*!n&** & @an a* r&& %a!n =r',#. ar&a* - F'r&!n E<.an& an, D&r!a!&* L'.a" C#rr&n.> M'n&> Mar& 7 D&@ S&.#r!!&* an,
P!*e 36
Retail Banking in India E#!!&*5 6! & "!@&ra"!*a!'n '$ & $!nan.!a" %ar&* !n In,!a .'r='ra&* n&&, %'r& *'=!*!.a&, r!* %ana&%&n !n$'r%a!'n a,!.& an, =r',#. *r#.#r&*5 T&*& an, $!n& =r!.!n 'n ar!'#* r&a*#r> =r',#.* ar& =r'!,&, r'# & @anQ* Tr&a*#r> &a%5 T' .'%="> +! *a#'r> r&*&r& r&#!r&%&n* & @an !* r&#!r&, ' '", 2 '$ !* ,&='*!* !n '&rn%&n *&.#r!!&*5 T& Tr&a*#r> @#*!n&** !* r&*='n*!@"& $'r %ana!n & r&#rn* an, %ar& r!* 'n !* !n&*%&n ='r$'"!'
C'(5* R.*5)
T& Ban a* !* ,&='*! =r'ra%* ra&, @> +' ra!n a&n.!&* - Cr&,! Ana">*!* 7 R&*&ar. L!%!&, (CARE) an, F!. Ra!n* In,!a Pr!a& L!%!&,5 T& BanQ* F!<&, D&='*! =r'ra%%& a* @&&n ra&, QCARE AAA (FD)Q Tr!="& A @> CARE +!. r&=r&*&n* !n*r#%&n* .'n*!,&r&, ' @& '$ & @&* #a"!> .arr>!n n&"!!@"& !n&*%&n r!*5 CARE a* a"*' ra&, & @anQ* C&r!$!.a& '$ D&='*! (CD) =r'ra%%& PR 1 +!. r&=r&*&n* *#=&r!'r .a=a.!> $'r r&=a>%&n '$ *'r &r% =r'%!**'r> '@"!a!'n*5 F!. Ra!n* In,!a P5 L,5 (100 *#@*!,!ar> '$ F!. In.5) a* a**!n&, & AAA ( !n, ) ra!n ' & BanQ* ,&='*! =r'ra%%& +! & '#"'' 'n & ra!n a* *a@"&5 T!* ra!n !n,!.a&* !&* .r&,! #a"!> +&r& =r'&.!'n $a.'r* ar& &r> !
T& Ban a"*' a* !* "'n &r% #n*&.#r&, *#@'r,!na&, (T!&r II) B'n,* ra&, @> CARE an, F!. Ra!n* In,!a Pr!a& L!%!&, an, !* T!&r I =&r=&#a" B'n,* an, U==&r T!&r II B'n,* ra&, @> CARE an, CRISIL L,5 CARE a* a**!n&, & ra!n '$ CARE AAA $'r & *#@'r,!na&, T!&r II B'n,* +!"& F!. Ra!n* P!*e 37
Retail Banking in India In,!a P5 L,5 a* a**!n&, & ra!n AAA (!n,) +! & '#"'' 'n & ra!n a* *a@"&5 CARE a* a"*' a**!n&, CARE AAA Tr!="& A $'r & Ban* P&r=&#a" @'n, an, U==&r T!&r II @'n, !**#&*5 CRISIL a* a**!n&, & ra!n AAA 9 Sa@"& $'r & BanQ* P&r=&#a" D&@ =r'ra%%& an, U==&r T!&r II B'n, !**#&5 In &a. '$ & .a*&* r&$&rr&, ' a@'& & ra!n* a+ar,&, +&r& & !&* a**!n&, @> & ra!n a&n.> $'r '*& !n*r#%&n*
C''.*( G>(').)6( R.*5)
T& @an +a* 'n& '$ & $!r* $'#r .'%=an!&* +!. *#@?&.&, !*&"$ ' a C'r='ra& G'&rnan.& an, Va"#& Cr&a!'n (GVC) ra!n @> & ra!n a&n.> T& Cr&,! Ra!n In$'r%a!'n S&r!.&* '$ In,!a L!%!&, (CRISIL)5 T& ra!n =r'!,&* an !n,&=&n,&n a**&**%&n '$ an &n!>Q* .#rr&n =&r$'r%an.& an, an &<=&.a!'n 'n !* @a"an.&, a"#& .r&a!'n an, .'r='ra& '&rnan.& =ra.!.&* !n $##r&5 T& @an a* @&&n a**!n&, a QCRISIL GVC L&&" 1Q ra!n +!. !n,!.a&* a & @anQ* .a=a@!"!> +! r&*=&. ' +&a" .r&a!'n $'r a"" !* *a&'",&r* +!"& a,'=!n *'#n, .'r='ra& '&rnan.& =ra.!.&* !* & !&*5
B'.)6
6&".'%& ' & n&+'r&, +'r", '$ HDFC Ban5 /'# .an '=&n an a..'#n a an> @ran. n&ar&* ' >'#r r&*!,&n.& 'r '$$!.& an, a..&** ! a an> @ran. !n & .!> 'r an>+&r& !n & .'#nr>5
P!*e 38
Retail Banking in India
6! & C&n#r!'n Ban '$ P#n?a@ %&r&r +! HDFC Ban & 'a" n&+'r !* n'+ 142 @ran. *r'n5
ATM
6!,ra+ .a* .&. >'#r @a"an.& 'r,&r a .&#& @'' a"" a >'#r '+n .'n&n!&n.& $r'% an> '$ & '&r 3 HDFC Ban ATM* a.r'** & .'#nr>5 T& $a* &a*> an, .'n&n!&n +a> '$ ran*a.!n r'# >'#r a..'#n
Ban!n *'#", @& &$$'r"&**5 6! HDFC Ban & &$$'r* ar& r&+ar,!n5 N' %a&r +a a .#*'%&rQ* n&&, an, '..#=a!'na" *a#* +& a& a ran& '$ *'"#!'n* a ar& *&.'n, ' n'n&5 6&&r >'#Qr& &%="'>&, !n a .'%=an> an, n&&, a *!%="& Sa!n* a..'#n 'r r#n >'#r '+n @#*!n&** an, r&#!r& a r'@#* @an!n =arn&r HDFC Ban n' 'n"> a* & =&r$&. *'"#!'n $'r >'# @# a"*' .an r&.'%%&n, =r',#.* a .an a#%&n >'#r ="ann!n $
S.>5)% A66&)*%
T&*& a..'#n* ar& =r!%ar!"> %&an ' !n.#".a& a *&n*& '$ *a!n $'r & $##r& a..#%#"a!n $#n,* '&r a =&r!', '$ !%&5 6a&&r >'#r '..#=a!'n +& ar&
P!*e 39
Retail Banking in India .'n$!,&n a >'# +!"" $!n, & =&r$&. @an!n *'"#!'n5 O=&n an a..'#n !n >'#r na%& 'r r&!*&r $'r 'n& ?'!n"> +! a $a%!"> %&%@&r ',a>
C&''()* A66&)*%
N'+ +! an HDFC Ban C#rr&n A..'#n &<=&r!&n.& & $r&&,'% '$ %#"!-.!> @an!nW /'# .an a& & ='+&r '$ %#"!-"'.a!'n a..&** ' >'#r a..'#n $r'% an> '$ '#r 142 @ran.&* !n 40 .!!&*5 N' 'n"> a >'# .an ,' %'* '$ >'#r @an!n ran*a.!'n* $r'% & .'%$'r '$ >'#r '$$!.& 'r '%& +!'# *&==!n '#5
6& %a& ! '#r @#*!n&** ' &"= >'# +! >'#r @#*!n&** @> '$$&r!n >'# a C#rr&n A..'#n +! a"" & @&n&$!* >'# n&&, ' *a> a&a, '$ >'#r .'%=&!!'n5
A HDFC Ban +& #n,&r*an, a r#nn!n a @#*!n&** r&#!r&* !%& an, %'n&> a"*' a >'#r @#*!n&** n&&,* ar& .'n*an"> &'"!n5 TaQ* +&r& +& .'%& !n5 6& =r'!,& >'# +! a .'!.& '$ C#rr&n A..'#n '=!'n* ' &<."#*!&"> *#! >'#r @#*!n&** - +a&&r & *!& 'r *.'=&5
F5?( D(%5*%
L'n-&r% !n&*%&n* $'r% & .#n '$ &&r>@',>Q* $##r& ="an*5 An a"&rna!& ' *!%="> a==">!n $'r "'an* $!<&, ,&='*!* a""'+ >'# ' @'rr'+ $r'% >'#r '+n
P!*e 40
Retail Banking in India $#n,* $'r a "!%!&, =&r!', #* $#"$!""!n >'#r n&&,* a* +&"" a* &&=!n >'#r *a!n* *&.#r&
ICICI Ban !* In,!aQ* *&.'n,-"ar&* @an +! 'a" a**&* '$ R*5 3500 @!""!'n (USX 1 @!""!'n) a Mar. 1 2010 an, =r'$! a$&r a< R*5 3052 @!""!'n (USX %!""!'n) $'r & >&ar &n,&, Mar. 1 20105 T& Ban a* a n&+'r '$ 20 @ran.&* an, a@'# 1 ATM* !n In,!a an, =r&*&n.& !n 1 .'#nr!&*5 ICICI Ban '$$&r* a +!,& ran& '$ @an!n =r',#.* an, $!nan.!a" *&r!.&* ' .'r='ra& an, r&a!" .#*'%&r* r'# a ar!&> '$ ,&"!&r> .ann&"* an, r'# !* *=&.!a"!*&, *#@*!,!ar!&* !n & ar&a* '$ !n&*%&n @an!n "!$& an, n'n-"!$& !n*#ran.& &n#r& .a=!a" an, a**& %ana&%&n5 T& Ban .#rr&n"> a* *#@*!,!ar!&* !n & Un!&, K!n,'% R#**!a an, Cana,a @ran.&* !n Un!&, Sa&* S!na='r& Bara!n H'n K'n Sr! Lana Yaar an, D#@a! In&rna!'na" F!nan.& C&nr& an, r&=r&*&na!& '$$!.&* !n Un!&, Ara@ E%!ra&* C!na S'# A$r!.a Ban"a,&* Ta!"an, Ma"a>*!a an, In,'n&*!a5 O#r UK *#@*!,!ar> a* &*a@"!*&, @ran.&* !n B&"!#% an, G&r%an>5
ICICI BanQ* &#!> *ar&* ar& "!*&, !n In,!a 'n B'%@a> S'. E<.an& an, &
P!*e 41
Retail Banking in India Na!'na" S'. E<.an& '$ In,!a L!%!&, an, !* A%&r!.an D&='*!ar> R&.&!=* (ADR*) ar& "!*&, 'n & N&+ /'r S'. E<.an& (N/SE)5
T' #n,&r*an, a@'# !* @! @an +& n&&, ' #n,&r*an, '+ ! @&.a%& *' @! a $'r.& ' r&.'n +!5 ICICI ( Industrial Credit Investment Corporation of India) =r'%'&, & ICICI @an !n 13 +! !* *a& r&,#.!n ' 3 a$&r & IPO !n 15 ICICI !* a +&""-n'+n na%& !n In,!a a"'n +! IDBI an, +a* $'r%&, !n 1 a & !n!!a!& '$ & 6'r", Ban In,!an G'&rn%&n an, In,!an In,#*r!&*5 B' '$ &*& !n*!#!'n* a& an &<.&=!'na" @ran,-!%a& an, 'n& '$ & !&* ='**!@"& ra!n* $r'% CRISIL an, '&r ra!n 'ran!a!'n*5 ICICI .an @& .'n*!,&r&, an '"!'='"!*!. .'r='ra!'n a"'n +! IDBI (="&a*& M2M %& !$ >'# +an ' ,!*.#** !*W)5 ICIC "!*&, !n N/SE !n 20005 In 2001 ! #n,&r+&n a ! %arr!a& +! Ban '$ Ma,#ra !n a *'.-'n"> a%a"a%a!'n5 T!* +a* a '# %arr!a& an, I #&** &> ar& *!"" *#$$&r!n $r'% !* !..#= +!. !n, '$ *#@*an!a&* &!r %&,!'.r& =&r$'r%an.& ',a> !n %> =&r*=&.!&5 T!* an, & %&r&r +! & ICICI C'r='ra!'n a& .a#*&, *'%& %ana&%&n *ra!n an, *'%& '# %&r&r !%&5 I .'#", 'n"> +!* &> .'%& '&r !* an, *&r& & .#*'%&r* !n a @&&r %ann&r5
P!*e 42
Retail Banking in India
ICICI B.); G'&
ICICI V&n#r& !* & "ar&* an, 'n& '$ & %'* *#..&**$#" =r!a& &#!> an, &n#r& .a=!a" %ana&%&n .'%=an!&* !n In,!a +! ar&a& $#n,* #n,&r %ana&%&n !n &<.&** '$ USD 2 @!""!'n5 ICICI V&n#r& !* a *#@*!,!ar> '$ ICICI Ban In,!a* *&.'n,-"ar&* @an +! 'a" a**&* '$ a@'# USX 5 @n (Mar. 1 200) an, %ar& .a=!a"!a!'n '$ a@'# USD 105 @n (J#n& 200)5 O&r & >&ar* ICICI V&n#r& a* @#!" an &n!a@"& ='r$'"!' '$ .'%=an!&* !n & *&.'r* '$ !n$'r%a!'n &.n'"'> =ar%a.&#!.a"* @!'&.n'"'> %&,!a an, r&a!" &r&@> ,&"!&r!n a"#& .'n*!*&n"> ' !* !n&*'r*5 ICICI V&n#r& a* & ,!*!n.!'n '$ %ana!n a "ar& n#%@&r '$ &5 6! '&r 100 "!#!,!> &&n* & 'ran!a!'n a* r&a=&, r!. &<=&r!&n.& an, !* +&"" ='*!!'n&, ' an,"& IPO* *ra&!. *a"& an,9'r %&r&r*5 ICICI V&n#r& a* a +!,& n&+'r '$ !r, =ar> !n&*'r* +!. !n."#,& ,'%&*!. !n&*'r* *#. a* =#@"!. *&.'r @an* $!nan.!a" !n*!#!'n* an, !n*#ran.&
P!*e 43
Retail Banking in India .'%=an!&*5 A *!n!$!.an ='r!'n '$ & $#n,* .'r=#* !* a"*' $r'% !n&rna!'na" ,&&"'=%&n $!nan.!a" !n*!#!'n* an, !n&rna!'na" $#n,*5 T& .'%=an> a* '&r 30 #a"!$!&, =r'$&**!'na"* +! &<=&r!&n.& a.r'** *&.'r* an, $#n.!'n*5 T& .a=a@!"!!&* '$ & &a% *r#.#r& '$ & 'ran!a!'n &%=a*!* 'n a"#& .r&a!'n an, =&r$'r%an.& (>./&.*5) .*'56(% ().9/( ICICI V()*&'( * (?*'.6* %&('5' '(*&')% :' 5*% 5)>(%*()*%@
L.)%
ICICI Ban '$$&r* +!,& ar!&> '$ L'an* Pr',#.* ' *#! >'#r r&#!r&%&n*5C'#="&, +! .'n&n!&n.& '$ n&+'r&, @ran.&*9 ATM* an, $a.!"!> '$ E-.ann&"* "!& In&rn& an, M'@!"& Ban!n ICICI Ban @r!n* @an!n a >'#r ,''r*&=5 S&"&. an> '$ '#r "'an =r',#. an, =r'!,& >'#r ,&a!"* 'n"!n& an, '#r r&=r&*&na!& +!"" .'na. >'# $'r &!n "'an*5
H( L.)%
T& N'5 1 H'%& L'an* Pr'!,&r !n & .'#nr> ICICI Ban H'%& L'an* '$$&r* *'%& #n@&aa@"& @&n&$!* ' !* .#*'%&r* - D''r*&= S&r!.& S!%="!$!&, D'.#%&na!'n an, G#!,an.& r'#'# & Pr'.&**5 IQ* r&a""> &a*> W
P('%)./ L.)%
I$ >'#Qr& "''!n $'r a =&r*'na" "'an aQ* &a*> ' & >'#r *&ar. &n,* &r&5 ICICI Ban P&r*'na" L'an* ar& &a*> ' & an, a@*'"#&"> a**"& $r&&5 6! %!n!%#% ,'.#%&na!'n >'# .an n'+ *&.#r& a "'an $'r an a%'#n #=' R*5 10 "a*5
P!*e 44
Retail Banking in India
C.' L.)%
T& %'* =r&$&rr&, $!nan.!&r $'r .ar "'an* !n & .'#nr>5 N&+'r '$ %'r& an 1000 .ann&" =arn&r* !n '&r 200 "'.a!'n*5 T!&-#=* +! a"" "&a,!n a#'%'@!"& %an#$a.#r&r* ' &n*#r& & @&* ,&a"*5 F"&
C('65./ V(56/( L.)%
6& a& &<&n,&, =r',#.* "!& $#n,!n '$ n&+ &!."&* $!nan.& 'n #*&, &!."&* '= #= 'n &
/'# ,'n a& ' *&"" >'#r *&.#r!!&*5 A"" >'# a& ' ,' !* ="&,& >'#r *&.#r!!&* !n $a'#r '$ ICICI Ban5 6& +!"" &n ran >'# an '&r,ra$ $a.!"!> #= ' a a"#& ,&&r%!n&, 'n & @a*!* '$ & *&.#r!!&* ="&,&, @> >'#5
A66&)*% = D(%5*%
ICICI Ban a* ,&*!n&, a a%# '$ a..'#n* an, ,&='*!* ' .a&r ' >'#r #n!#& @an!n n&&,*5 A,, !* ' '#r &<&n*!& @ran. 7 ATM n&+'r an, $a.!"!!&* "!& %'@!"& ='n& !n&rn& an, ,''r*&= @an!n an, &<=&r!&n.& @an!n a !* @&*5
P!*e 45
Retail Banking in India
D'(. D(%5*%
A #n!#& '$$&r!n '$ $'#r &r% ,&='*! ="an* a &na@"& >'# r&a"!*& >'#r ,r&a%* a &&r> *a& '$ >'#r "!$&5
F5?( D(%5*
F!<&, D&='*!* a ICICI Ban .'%&* +! n'%!na!'n $a.!"!>5 6& a"*' '$$&r 'n"!n& a..&** ' >'#r F!<&, D&='*!* r'# '#r In&rn& Ban!n .ann&"5 In&rn& Ban!n a ICICI Ban a""'+* >'# ' .'nn&. >'#r Cr&,! Car, L'an an, >'#r F!<&, D&='*! +! >'#r *a!n* a..'#n5
S.>5)% A66&)*
D&@!-.#%-ATM Car, - 6! ICICI Ban Sa!n* A..'#n >'# +!"" & a ,&@! .ar, a >'# .an #*& ' +!,ra+ .a* $r'% an> ATM5 /'# %a> a"*' #*& >'#r ,&@! .ar, ' ,!r&."> %a& =#r.a*&* r'# a V!*a9Ma*&r.ar, POS (P'!n '$ Sa"&) %a.!n& aa!"a@"& a %'* *'r&*W T!* +!"" &"= >'# a..&** >'#r %'n&> $r'% an>+&r&5
L5:( P/&% S()5' C5*5() S('>56(%
ICICI Ban* L!$& P"#* S&n!'r C!!&n S&r!.&* a& @&&n ,&*!n&, ' &%='+&r *&n!'r .!!&n* ' !n,&=&n,&n"> .arr> '# & ,a>-'-,a> @an!n ran*a.!'n* +! ,!n!> an, .'n$!,&n.&5 T&*& *&n!'r .!!&n @&n&$!* ar& &<."#*!&"> $'r .#*'%&r* a@'& 0 >&ar* '$ a&5
!&) S*.'%
P!*e 46
Retail Banking in India Ban!n .an @& $#nW
A /'#n Sar* +& +!"" #!,& >'#r .!", r'# & +'r", '$ @an!n - $r'% .&.!n & .!",* *a!n* a..'#n @a"an.& ' #!,!n r'# $#n 'n&* an, *=&.!a" =a&* 'n & In&rn& Ban!n .ann&"5 I %a&* @an!n a ="&a*#r& an, &a.&* >'#r .!", ' %ana& !* 'r &r =&r*'na" $!nan.&* r'# a *a!n* a..'#n5
/'# .an ran*$&r ='.& %'n&> !n' >'#r .!",Q* a..'#n5 /'# .an &&n *'= +! !% 9 &r a /'#n Sar* S'==!n Pa&5 /'# .an a"*' '=&n a r&.#rr!n ,&='*! !n >'#r .!",Q* na%&5
On.& >'# ar& ,'n& +! >'#r Q@an!nQ >'# .an a..&** >'#r .!",Q* a..'#n +! a"" & $#n "!n* ' *=&.!a" 'n&* ,&*!n&, ' *#! >'#r .!",Q* ar&a '$ !n&r&** an, a"*' !%=ar n'+"&,& 'n & .#rr&n &&n* '$ & +'r",5
C5/ E&6.*5) P/.)
ICICI Ban =r&*&n* C!", E,#.a!'n P"an a #n!#& +a> ' *a& $'r >'#r .!",Q* $##r&5
T' $#"$!" >'#r .!",Q* ,r&a% 7 a*=!ra!'n* @&!n @> %a!n *%a"" !n&*%&n* !n a R&.#rr!n D&='*! $'r a *'r &n#r& an, r&.&!& r&#"ar =a>'#* $'r & r&* '$ & &n#r& !n >'#r .!",Q* /'#n*ar Sa!n* A..'#n5
P!*e 47
Retail Banking in India
B.); B'.)6
/'# .an $!n, a '* '$ ICICI r&a!" =r',#.* a '#r +!,&*=r&a, Ban Bran. n&+'r-Ban A..'#n*Cr&,! an, D&@! .ar,* B'n,* D&%a A..'#n* L'an* aa!n* Sar&* &.5 A)8('( B.);5)
ICICI Ban !* & *&.'n, "ar&* @an !n & .'#nr>5 I *&r!.&* a .#*'%&r a..'#n* r'# a %#"!-.ann&" a..&** n&+'r5 T!* !n."#,&* @ran.&* an, &<&n*!'n .'#n&r* ATM* Ca"" C&nr& an, In&rn& Ban!n 5
T#* 'n& .an a..&** & ar!'#* *&r!.&* ICICI Ban a* ' '$$&r a an>!%& an>+&r& an, $r'% an>="a.&5 T' "&arn %'r& a@'# & ar!'#* .ann&"* ="&a*& ."!. 'n & '=!. '$ >'#r !n&r&* %&n!'n&, !n & "&$ %&n#5
ATM
ICICI BanQ* 23 H'#r ATM n&+'r !* 'n& '$ & "ar&* an, %'* +!,&*=r&a, ATM N&+'r !n In,!a5 O#r ATM* ar& "'.a&, !n .'%%&r.!a" ar&a* r&*!,&n!a" "'.a"!!&* %a?'r =&r'" =#%=* a!r='r* n&ar ra!"+a> *a!'n* an, '&r ="a.&* +!. ar& .'n&n!&n"> a..&**!@"& ' '#r .#*'%&r*5
P!*e 48
Retail Banking in India ICICI Ban ATM* $&a#r&* #*&r-$r!&n,"> ra=!. *.r&&n* +! &a*> ' $'""'+ !n*r#.!'n*5 6& a& !nr',#.&, ATM* +!. !n&ra. +! .#*'%&r* !n &!r "'.a" "an#a& $'r !n.r&a*&, .'n&n!&n.&5
F'""'+!n ar& & $&a#r&* aa!"a@"& 'n '#r ATM* +!. .an @& a..&**&, $r'% an>+&r& a an>!%&5
Ca* 6!,ra+a" 6!,ra+ #=' R*5 20009- =&r ,a> $r'% >'#r a..'#n (0000 $'r HNIQ*)5 Fa* Ca* '=!'n =r'!,&* & $a.!"!> '$ +!,ra+!n =r&$!<&, a%'#n*5 U"ra Fa* Ca* '=!'n a""'+* >'# ' +!,ra+ R*50009- !n 'n& *'5 Ba"an.& En#!r> Kn'+ >'#r "&,&r @a"an.& an, aa!"a@"& @a"an.& M!n! Sa&%&n G& a =r!n'# '$ >'#r "a* ran*a.!'n* an, >'#r .#rr&n @a"an.&5 D&='*! Ca* 9 C&#&* Aa!"a@"& a a"" $#"" $#n.!'n ATM* C#*'%&r* .an ,&='*! @' .a* an, .&#&*5 Ca* ,&='*!&, !n ATM* +!"" @& .r&,!&, ' & a..'#n 'n & *a%& ,a> (=r'!,&, .a* !* ,&='*!&, @&$'r& & ."&ar!n) an, .&#&* ar& *&n $'r ."&ar!n 'n & n&< +'r!n ,a>5 F#n,* Tran*$&r Tran*$&r $#n,* $r'% 'n& a..'#n ' an'&r "!n&, a..'#n !n & *a%& @ran.5 PIN Can& Can& & P&r*'na" I,&n!$!.a!'n N#%@&r (PIN) '$ ATM 'r D&@! .ar,5 Pa>%&n* T& "a&* $&a#r& '$ '#r ATM* !* $#n.!'na"!> .an @& #*&, $'r =a>%&n '$ @!""* %a!n ,'na!'n* ' &%="&* 9 r#** @#>!n !n&rn&
P!*e 49
Retail Banking in India =a.* a!r!%& r&.ar&* $'r =r&=a!, %'@!"& ='n&* an, %#. %'r&555 O&r* R&#&* $'r a .&.@'' $r'% '#r ATM* an, '#r .'n.&rn&, @ran. +!"" ,!*=a. ! *#. a ! r&a.&* >'# +!!n 10 +'r!n ,a>*5 Car&* T&r& !* n' .ar& "&!&, 'n ICICI Ban .#*'%&r* $'r ran*a.!n 'n ICICI BanQ* ATM*5 H'+&&r $'r .#*'%&r* n' %a!na!n!n & %!n!%#% #ar&r"> a&ra& @a"an.& !n &!r *a!n* a..'#n $!r* ran*a.!'n* !n & #ar&r +!"" @& $r&& an, R*5 2 =&r ran*a.!'n +!"" @& .ar&, &r&a$&r5
S*.'* I)*(')(* B.);5) S*(% * L5)
/'# +'#", r&.&!& +' =!n %a!"&r* $r'% ICICI Ban a In&rn& Ban!n U*&r !, @ L'!n =a**+'r, an, Tran*a.!'n =a**+'r,5 C&. a & =!n %a!"&r* arr!& !n a *&a"&, .'n,!!'n &"*& ="&a*& .'na. '#r 23 '#r C#*'%&r Car& C&nr&5 K&> !n & #*&r !, an, =a**+'r, 'n & +&@*!& an, =r&** GO5 A$&r >'# r&#&* $'r a n&+ =a**+'r, & *>*&% +'#", =r'%= $'r .an& !n =a**+'r,*5 /'#r =a**+'r, %#* @& a"&a* .ara.&r*5 6& r&.'%%&n, >'# ' .an& @' ran*a.!'n an, "'!n =a**+'r,5 P!*e 50
Retail Banking in India Pa**+'r,* ar& .a*& *&n*!!&5 /'#r !n&rn& @an!n a..'#n !* "'.&, !n .a*& '$ +r'n r!&* 'n &n&r!n #*&r !, an, =a**+'r,5 A"+a>* "' '# '$ ICICI Ban5.'% +&n >'# a& $!n!*&, >'#r a.!!!&*5 ICICI B.); P)( B.);5) - W8 W./; W() 8& C.) T./;
A #*&r $r!&n,"> a#'%a&, *&r!.& %&n# '$$&r* >'# .'n&n!&n a..&** ' >'#r a..'#n .'#="&, +! *&.#r!> a* a"" >'#r ran*a.!'n* ar& =r'&.&, @> a A% P!n T& P&r*'na" =a**+'r, ' >'#r Ban* 7 Cr&,! .ar, A..'#n an, T=!n $'r >'#r D&%a A..'#n 5 B# !$ >'# ,' n&&, an> a**!*an.& '#r '$$!.&r* +!"" @& "a, ' &"= >'# S&"$ P'n& Ban!n (IVR) a..&** M&.an!*%* ar& a* $'""'+* F'r D&='*!* --T& .#*'%&r +'#", n&&, ' &>-!n !* ATM9D&@! Car, N#%@&r an, !* .'rr&*='n,!n ATM PIN5 F'r Cr&,! Car,* -T& .#*'%&r +'#", n&&, ' &>-!n !* 1 ,!! Car, N#%@&r an, !* .'rr&*='n,!n ATM PIN5 F'r D&%a A..'#n H'",&r* -T& .#*'%&r +'#", n&&, ' &>-!n !* 13 D!! D&%a A..'#n N#%@&r an, !* TPIN F'r B'n, A..'#n H'",&r* -T& .#*'%&r +'#", n&&, ' &> !n !* B'n,* '",&r N#%@&r 'n">5
P!*e 51
Retail Banking in India W% *( R(*.5/ 9.);5) ;5)< ICICI ' HDFC<
E&n &!r '$$!.&* r&$"&. &!r a!#,&*5 ICICI BanQ* &a,#ar&r* !n *#@#r@an M#%@a! I%a&* !* a #& !%='*!n &,!$!.& !n "a** an, ran!&5 HDFC BanQ* '$$!.& !n .&nra" M#%@a! !* .'%=ara!&"> *%a""&r an, %'r& *&,a&"> $#rn!*&,5 T& +' @an* a& .arr!&, $'r+ar, &!r *>"& *a&%&n !n &!r a==r'a. ' @#*!n&**5 ICICI Ban !n* @! !* a"" $'r r'+ an, #nr> $'r %ar&*ar&5 HDFC Ban !* %'r& .'n*&ra!& an, .a#!'#* r'+* a a %&a*#r&, =a.& +!'# a!n an> #n,#& r!**5 ICICI BanQ* a**&* !n & r&a!" *=a.& *an, a R* 000 .r'r& (R* 0 @!""!'n)5 In .'%=ar!*'n & a""> $'r HDFC Ban !* R* 1000 .r'r& (R* 10 @!""!'n)5 ICICI Ban a"*' "&a,* HDFC Ban !n a"%'* &&r> *&%&n &> ar& =r&*&n !n5 B# aQ* ?#* & .#rr&n #=,a&5 T( DNA : *( %*'.*(8
ICICI Ban @&an !* r&a!" @an!n &n#r& !n %!,-15 B> Jan#ar> 2000 ! a, %'&, 'n ' !nr',#.!n '%& "'an* .ar "'an* =&r*'na" "'an* an, .r&,! .ar,*5 R&a"!*!n & n&&, $'r a @!&r r&a!" ,&='*! @a*& & @an *ar&, @#!",!n a @ran. an, an ATM n&+'r5 T& a.#!*!!'n '$ Ban '$ Ma,#ra !n Mar. 2001 a,,&, 2 @ran.&* %an> '$ &% !n .!!&* +&r& ICICI Ban ,!, n' a& a =r&*&n.&5 T& %&r&r '$ & &r*+!"& $!nan.!a" !n*!#!'n ICICI L!%!&, +! & @an !n A=r!" 2002 a& ! a r&a,>-%a,& .'r='ra& ."!&n&"&5 T& $"!= *!,& +a* a ICICI Ban a, R* 10000 .r'r& (R* 100 @!""!'n) '$ r&*r#.#r&, a**&* $'r +!. ! a, ' %a& =r'!*!'n*5
P!*e 52
Retail Banking in India On & '&r an, HDFC Ban !. *ar&, !* '=&ra!'n* !n 1 +! a $'.#* 'n .'r='ra& @an!n ar&!n & '=-&n, '$ & %ar&5 R&%!n!*.&* Par&* S#anar &a, .r&,! an, %ar& r!* HDFC Ban A"'# & a**& >!&",* %a> a& @&&n "'+&r +& +&r& a@"& ' .r'**-*&"" =r',#.* *' a & '&ra"" r&#rn* +&r& @&&r5 6& %a> a& r'+n *"'+&r an '#r =&&r* @# & r!** +&r& "'+&r5 HDFC Ban &n#r&, !n' r&a!" "&n,!n !n 1 a >&ar @&$'r& ICICI Ban5 B# !n =r',#.* "!& .r&,! .ar,* ! +a* *"'+ ' & '$$ & %ar5 F'r !n*an.& !* .r&,! .ar,* +&r& "a#n.&, 'n"> +' >&ar* a'5 B> &n ICICI Ban a, @&&n =r&*&n !n & .r&,! .ar, @#*!n&** $'r n&ar"> r&& >&ar*5 Sa>* S#anar 6& @&"!&& a a *a"&* .>."& !* n' .'%="&&, !"" & a**& .'%&* @a. ' #*5 S' +& +&r& n' ar&**!& !n '*& =r',#.* +&r& +& =&r.&!&, & r!** +&r& !&r5 H'+&&r HDFC Ban +a* an,!.a==&, @&.a#*& ! .'#", n' *&"" '%& "'an* (@&.a#*& !* =ar&n HDFC +a* !n & @#*!n&**) '# ! a* @&&n 'r!!na!n &% !n & =a* 'n&-an,-a-a"$ >&ar*5 F'r ICICI Ban '%& "'an* ar& 3 =&r .&n '$ !* r&a!" a**&*5 A @an!n .'n*#"an '@*&r&* a ICICI Ban !* $ar %'r& ar&**!&5 T'# ICICI &<&.#!&* ,' n' a,%! ! !n,#*r> *'#r.&* '@*&r& a ICICIQ* =r!.!n a* @&&n $ar %'r& .'%=&!!& +!. =r'@a@"> @r'# ! %'r& .#*'%&r*5 A..'r,!n ' *'%& !n,#*r> &<=&r* r'+ $'r ICICI Ban %a> a& .'%& a & .'* '$ #a"!>5 ICICI Ban ,&n!&* !*5 Sa>* Ka"=ana M'r=ar!a I%a&* ,&=#> %ana!n ,!r&.'r ICICI Ban I$ >'#r *.r&&n!n !* n' ! ! +!"" *'+ #= !n & &r> $!r* >&ar '$ & "'an5 O#r =r'!*!'n!n !* &r> *r!. *' an> ,&$a#"* +'#", *'+ #= !n & n'n-=&r$'r%!n P!*e 53
Retail Banking in India "'an* (NPL*)5 O#r '%& "'an NPL* ar& ?#* 052 =&r .&n +!"& $'r .ar "'an* &> ar& 053 =&r .&n5
C.//5) *( 6&%*('
B' ="a>&r* ar&&, & *a%& .#*'%&r -- & #==&r-%!,,"& ."a**5 T& %ar&!n .ann&"* #*&, @> @' !n."#,!n ,!r&. *a"&* a&n* (DSA*) +&r& & *a %&5 /& &r& +a* a ,!$$&r&n.&5 6!"& ICICI *&"&, $'r n'!n "&** an $!"% *ar A%!a@ Ba..an I%a&* a* an a%@a**a,'r HDFC Ban .'*& ' r&"> 'n & r#*&, "!n&a& '$ !* '#*!n $!nan.& =ar&n H'#*!n D&&"'=%&n F!nan.& C'r='ra!'n G& Y#'& (HDFC)5 Sa>* S#anar 6!"& HDFC +a* n' ,'#@ a r&a @ran, ! +a* a *!n"&=r',#. @ran,5 H&n.& ! +a* a .a""&n& ' %a& ! +'r +! '&r =r',#.*5 In & =a* +' >&ar* & @an a* *=&n "&** an R* 100 .r'r& (R* 1 @!""!'n) 'n a,&r!*!n an, =#@"!.!> (In .'%=ar!*'n ICICI a* *=&n R* 1 .r'r&)5 HDFC Ban *a>* a !* *=&n,* a& a"+a>* $'.#*&, 'n '&r .ann&"* *#. a* ,!r&. *a"&* an, ='n& @an!n ra&r an %a!n*r&a% a,&r!*!n5 E<="a!n* N&&ra? S+ar''= .'#nr> &a, r&a!" @an!n I %a,& *&n*& ' & & ,!r&. .'%%#n!.a!'n r! ra&r an $'.#* 'n & %a**&*5 M&&!n & .#*'%&r $a.&'-$a.& !* !%='ran5 I* & @ran, !*!@"& &n'# S+ar''= a.n'+"&,&* a & ICICI @ran, ,'&* a& r&a&r !*!@!"!> '# & *a>* a HDFC Ban !* +&""-n'+n &&n !n *%a""&r '+n*5
P!*e 54
Retail Banking in India H'+&&r & ,'&* a,%! & n&&, ' =#* & @ran, an, HDFC Ban +!"" #n&!" a n&+ .a%=a! n n&< %'n5 Tr#& ' !* *>"& '+&&r & *=&n, 'n =#@"!.!> !* >&ar +!"" @& #==&, @> ?#* 2-0 =&r .&n5
B(**(' 56;-&
T& n#%@&r* &"" & *'r>5 ICICI BanQ* r&a!" ,&='*!* ar& n#,!n R* 0000 .r'r& (R* 00 @!""!'n) an, !n F/0 ! r&+ !* ,&='*!* @> 34 =&r .&n .'%=ar&, +! & !n,#*r> ,&='*! r'+ '$ 13 =&r .&n5 HDFC BanQ* r&a!" ,&='*!* ar& a@'# R* 2000 .r'r& (R* 20 @!""!'n)5 E&n !n '%& "'an* ICICI Ban .'%%an,* 0 =&r .&n '$ & %ar& a!n &a&n !n' '#*!n $!nan.& =!'n&&r HDFCQ* *ar&5 Sa>* M'r=ar!a T& .'n&n!&n.& =r'='*!!'n '&&r +! & &'ra=!.a" r&a. a* =a!, '$$5 6& r'""&, '# ATM* $ar a&a, '$ & '&r* an, +&r& a@"& ' .r'***&"" '#r =r',#.*5
HDFC
ICICI
B.);
B.);
Bran.&*
34
ATM*
1134
2000
C!!&*
211
41
1000
000
D&='*!* (R* .r'r&) 000
00
M.'-0
R&a!" a**&* (R* .r'r&)
Car
"'an*
(R* 200
1100
P!*e 55
Retail Banking in India .r'r&) Cr&,! .ar,* (Mn) 15 R&a!"
.#*'%&r*
(Mn) C'* '$ ,&='*!* () N& !n&r&* %ar!n () N& NPL* ()
53
154
52
3 5
52
2 53
052
2
E&n !n & n#%@&r '$ .#*'%&r* ICICI Ban "&a,* @> a ,!*an.& N&ar"> 13 %!""!'n .#*'%&r* @an +! ICICI Ban +!"& & n#%@&r $'r HDFC Ban !* "&** an a"$ (53 %!""!'n)5 ICICI Ban a* !**#&, %!""!'n .r&,! .ar,* -- a !* %'r& an +!.& & n#%@&r '$ HDFC BanQ* .r&,! .ar, #*&r*5 H'+&&r !n,#*r> '@*&r&r* ='!n '# a ICICI BanQ* &$$&.!& #*&r* $'r .r&,! .ar,* %a> n' @& !5 N'n&&"&** &> .'n.&,& a &&n +! a ,!*.'#n&, .#*'%&r @a*& & n#%@&r* +!"" *!"" @& *r'n5 E&n !n @#*!n&**&* "!& 'n"!n& ra,!n +&r& & r!** ar& r&"a!&"> "'+ ICICI Ban .'%%an,* a +'-!r,* %ar&*ar&5
P!*e 56
Retail Banking in India Sa>* M'r=ar !a 6& ar& & "ar&* ,!*r!@# 'r* '$ %##a" $#n, =r',#.* an, RBI B'n,*5
T(// .// %*'((*
T& *'. %ar& a* a"+a>* a"#&, HDFC Ban a a #& =r&%!#% -- a & .#rr&n =r!.& '$ R* HDFC Ban !* a"#&, a 5 !%&* =r!.& ' $'r+ar, @'' (a"#a!'n @a*&, 'n &*!%a&, @'' a"#& !n F/ 0 '$ R* 1)5 T& %#"!="& $'r ICICI Ban a #'&* a R* 31 !* ?#* 251 (&*!%a&, @'' a"#& R* 13)5 T& r&a*'n & !%=&..a@"& #a"!> '$ HDFC BanQ* @a"an.& *&&5 6! NPL* '$ "&** an 052 =&r .&n .'%=ar&, +! 2 =&r .&n $'r ICICI Ban !* @''* ar& ,&$!n!&"> !n $ar @&&r *a=&5 HDFC BanQ* '=&ra!'n* ar& a"*' %'r& =r'$!a@"& -- !* n& !n&r&* %ar!n a 52 =&r .&n !* +a> !&r an a '$ ICICI BanQ* 253 =&r .&n5 A"*' ! !* a@"& ' a..&** ,&='*!* a a "'+&r .'*5 On an a&ra& ! =a>* an !n&r&* '$ 52 =&r .&n +!"& ICICI Ban *&""* '# 35 =&r .&n5 Sa>* M'r=ar!a 6& #n,&r*an, +> & %ar& !&* a "'+&r a"#a!'n5 IQ* @&.a#*& +& a& %'r& NPL* an, +& a& a**&* "!& Da@'" 'n '#r @''*5 6& a, a "&a.> '$ ! NPL* '$ =&r .&n5 G!&n !* "&a.> ICICI Ban a* n' ,'n& a @a, ?'@5 I* n& !n&r&* %ar!n !n F/0 a 253 =&r .&n +a* an !%=r'&%&n $r'% & 15 =&r .&n a ! ='*&, !n F/035 M'r&'&r n& NPL* a 2 =&r .&n !n F/0 +&r& ,'+n $r'% 25 =&r .&n !n & =r&!'#* >&ar5 ICICI BanQ* .'* '$ ,&='*!* '' a* .'%& ,'+n @> 0 @a*!* ='!n* ' 35 =&r .&n5 Sa>* an ana">* T!n* ar& .an!n5 In & =a* &
P!*e 57
Retail Banking in India %ar&* r&+ar,&, >'# $'r =r'$!a@!"!>5 N'+ &> +!"" r&+ar, >'# $'r @' r'+ an, =r'$!a@!"!>5
P5%( :' *.;( ::
D'&* *&&r *!& !" & @a"an.& !n $a'#r '$ ICICI Ban O@*&r&* a .'n*#"an 6&n >'# '= $'r a ! r'+ *ra&> !Q* n' n&.&**ar> a >'#Qr& a"+a>* ,'!n & *%ar !n5 S.a"& a* ' @& @#!" +! =r'$!a @!"!> '&r+!*& ! !* n' a *#*a!na@"& a,ana&5 S#anar *a>* 6!"& *!& an, r'+ ar& !%='ran *#..&** !* a"*' %&a*#r&, @> '&r ar!@#&* *#. a* %ar!n* an, a**& #a"!>5 S!& @&>'n, a ='!n @&.'%&* "&** !%='ran5 H& a,,* I$ >'# ar& n' !n & '= r&& ! @&.'%&* ,!$$!.#" ' & !*!@!"!> 'r &.'n'%!&* '$ *.a"&5 6& a& r'+n $a* &n'# an, r&a.&, a r&*'", "&&" a +!. +& a& &.'n'%!&* '$ *.a"&5 H'+&&r .'n*#"an* @&"!&& a HDFC Ban .'#", a& "&&ra&, !* =ar&nQ* .#*'%&r* $ar %'r& &$$&.!&"> ' .r'**-*&"" =r',#.* an, r'+ $a*&r5 Sa>* a @an!n .'n*#"an 6!"& HDFC Ban a* a@'# +' >&ar* ' & r&a,> $'r & $##r& ICICI Ban =r'@a@"> a* r&& >&ar*5 S'#", HDFC Ban an, !* =ar&n @& %&r&, ! .'#", .aa=#" &% ' a n&+ "&a#&5 B# r'#n, 'n& '$ & @an!n *+&&=*a&* a* ."&ar"> 'n& ' ICICI Ban5
P!*e 58
Retail Banking in India
NATIONAL SCENARIO RELATED TO RETAIL BANKING
R&a!" @an!n a* *!n!$!.an =a* an, "'r!'#* $##r& '&r & >&ar*5 In,!an r&a!" @an!n a..'r,!n ' a r&='r !* "!&"> ' r'+ a a CAGR '$ 2 =&r .&n !"" 2010 ' R* 400 @!""! 'n5 S' a"'# & r&'"#! 'n !n r&a!" @an!n a* .an&, & $a.& '$ & In,!an @an!n !n,#*r> a* a +'"& ! a* *!"" %!"&* ' '5 On & +'"& "''!n a&a, & =r'*=&.* '$ r&a!" @an!n ar& @r!&r an &&r an, & @an&r* a& ' !& .'n!n#&, r#* ' !* ar&a '$ @an!n5T#* +! & .'n*#%&r* &&r %#"!=">!n n&&,* &r& !* ,&$!n!&"> a a* *.'=& $'r & $#r&ran.& '$ & r&a!" @an!n @#*!n&**5
P!*e 59
Retail Banking in India O=&ra!'na""> &r& !* a ='**!@!"!> a &.n'"'> ' @&>'n, %&r&"> r&,#.!n & .'* 7 !%=r'!n & #a"!> '$ .#rr&n =r',#.*5I %a> =r'& ='**!@"& &&n =r'$!a@"& ' .'%@!n& $#n.!'n* !n n&+ +a>*5 T& $##r& '$ r&a!" @an!n "!&* %'r& !n %'@!"& @an!n5 M'@!"& &"&='n& %ar& !* =&n&ra!n an, %'@!"& ='n&* ar& !,&a" ' #!"!& In&rn& @an!n *&r!.&* +!'# .#*'%&r a..&**&* ' PC5 B> a a.! a..&=an.& In,!a a* ar'#n, r&& %!""!'n %'@!"& ='n& #*&r* an, !* n#%@&r !* &<=&.&, ' r&a. ' &! %!""!'n @> 2005 S%ar .ar, r&'"#!'n +!"" $#r&r .an& & $a.& '$ r&a!" @an!n5 S%ar .ar,* .an *'r& !n$'r%a!'n .arr> '# "'.a" =r'.&**!n 'n & ,aa *'r&, an, .an =&r$'r% .'%="&< .a".#"a!'n*5
A =r&*&n In,!a a* ar'#n, 53 %!""!'n *%ar .ar, #*&r* an, ! !* &*!%a&, a @> & &n, '$ 2003 ! +!"" r&a. 1354 %!""!'n
CONCLUSIONS
R&a!" @an!n !* & $a*&* r'+!n *&.'r '$ & @an!n !n,#*r> +! & &> *#..&** @> a&n,!n ,!r&."> & n&&,* '$ & &n, .#*'%&r* !* a!n "'r!'#* $##r& !n .'%!n >&ar*5 R&a!" @an!n *&.'r a* a +'"& !* $a.!n a "' '$ .'%=&!!'n &&r *!n.& $!nan.!a" *&.'r r&$'r%* +&r& *ar&, !n & .'#nr>56a"-!n @#*!n&** !* a !n '$ =a* an, @an* ar& n'+ 'n &!r '&* ' .a=#r& @#*!n&**5Ban* &r&$'r& ar& n'+ .'%=&!n $'r !n.r&a*!n &!r r&a!" @#*!n&**5 T&r& !* a n&&, $'r .'n*an !nn'a!'n !n r&a!" @an!n5
P!*e 60
Retail Banking in India T!* r&#!r&* =r',#. ,&&"'=%&n an, ,!$$&r&n!a!'n %!.r'-="ann!n %ar&!n =r#,&n =r!.!n .#*'%!a!'n &.n'"'!.a" #=ra,a!'n '%& 9 &"&.r'n!. 9 %'@!"& @an!n &$$&.!& r!* %ana&%&n an, a**& "!a@!"!> %ana&%&n &.n!#&*5 6!"& r&a!" @an!n '$$&r* =&n'%&na" '=='r#n!!&* $'r r'+ & .a""&n&* ar& &#a""> ,!*.'#ra!n5 H'+ $ar & r&a!" @an!n !* a@"& ' "&a, r'+ '$ @an!n !n,#*r> !n $##r& +'#", ,&=&n, #='n & .a=a.!> @#!",!n '$ @an* ' %&& & .a""&n&* an, %a& #*& '$ '=='r#n!!&* =r'$!a@">5
H'+&&r & !n, '$ &.n'"'> #*&, an, & &$$!.!&n.> '$ '=&ra!'n* +'#", =r'!,& & %#. n&&,&, .'%=&!!& &,& $'r *#..&** !n r&a!" @an!n @#*!n&**5 F#r&r%'r& !n a"" &*& .#*'%&r !n&r&* !* '$ .!&$ !%='ran.&5 T& @an!n *&.'r !n In,!a !* r&=r&*&n!n !* an, I ,' '=& &> +'#", .'n!n#& ' *#..&&, !n !* ra,&, =a5
BIBLIOGRAPH/
+++5''"&5.'% +++5!.!.!@an5.'% +++5,$.@an5.'% +++5a""!n,!a@an*5.'% +++5.&nra"@an5.'%
P!*e 61
Retail Banking in India
P!*e 62
