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A PROJECT REPORT

ON

A COMPARTIVE STUDY OF SERVICE MARKETING


UNDERTAKEN BY SBI AND ICICI BANK IN PUNE CITY
IN PARTIAL FULFILLMENT
FOR THE AWARD OF
MASTERS DEGREE IN COMMERCE

SUBMITTED BY
JYOTI SIDDHESHWAR KOLI
UNDER THE GUIDANCE OF
MRS.SADIA KHAN

DEPARTMENT OF COMMERCE
ABEDA INAMDAR SENIOR COLLEGE
OF ARTS, SCIENCE & COMMERCE
CAMP, PUNE

2012 - 2013

DECLARATION

I hereby declare that the following documented project titled A


COMPARATIVE STUDY OF SERVICE MARKETING UNDERTAKEN BY SBI AND
ICICI BANK IN PUNE CITY is the result of original work done by myself.
The project report is submitted in partial fulfillment of the requirement for all
awards of the degree of MASTERS IN COMMERCE of Pune University.

Date :
Place:

JYOTI SIDDHESHWAR
KOLI

ACKNOWLEDGEMENT

I hereby take the opportunity to express my deepest gratitude to thank all those
people who have helped me in completing the project successfully.
I am grateful thanks to SBI and ICICI Banks, Pune for providing me the required
information and details. These details have been of great help in understanding the concept of
service marketing.
I would like to thanks my friend POONAM DESAI for her valuable support and
guidance.
I am extremely thankful to Prof. SADIA KHAN, my project guide for her kind
co-operation and valuable support throughout the project. I am also thankful to the staff of
SBI & ICICI banks for its guidance and cooperation to make the project successful.

INDEX

Sr.No
1

Chapter Name
INTRODUCTION OF STUDY:-

Pg.No
1 to 5

Introduction Objectives Importance & Significance Scope


Hypothesis Limitation of study and Conclusion

COMPANY PROFILE:-

6 to 14

History of SBI Bank and Products & Services etc.


History of ICICI Bank and Products & Services etc.

REVIEW OF LITERATURE:-

15 to 26

Introduction of Services Marketing Service Marketing Meaning


Definition Characteristic Service Marketing Mix Types of
service Marketing and Importance of Service Marketing

RESEARCH METHODOLOGY:-

27 to 31

Objectives of study Hypothesis Sources of data collectionPrimary data Secondary data Research design Method of data
analysis

DATA ANALYSIS & INTERPRETATION:-

32 to 72

Analysis of data based on the Questionnaire along with Bar graphs


Pie charts and Paragraphs

CONCLUSION & SUGGESSTIONS:Based on over all study prove the Hypothesis and Suggestions to
Bank

Bibliography and Annexure

73 to 78