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Acknowledgement

I would like to take this opportunity to express my gratitude towards all the people who have in various ways, helped in the successful completion of my project. I must convey my gratitude to Mrs Monika Sharma, my project guide for giving me the constant source of inspiration and helping me in preparing the project, personally correcting my work and providing encouragement throughout the project. I also thank all my faculty members for steering me through the tough as well as easy phases of the project in a result oriented manner with concern attention.

Thanking You, Tusshar Arora

Executive summary
Private banking is a concept which is new and fast emerging in the world of banking where changes have become a necessity in order for banks to survive in this competitive environment vis--vis not only from the public and private sector banks but also from the foreign banks. The objective of the research is to explore the various products, which a private banker deals into and the systematic process involved to match client requirements with the right kind of product. Through this research one of the main objectives is to explore the reason why most of the banks are injecting private banking as business profile to their set of service offerings .Though private banking evolved in late 80s in Asia, in India its not more than 5 years old. ICICI started it in Aug 2002 and since then it has been a remarkable success. Today there are enormous solutions to cater client needs but what suits best to a client is where private banking fits in. Every client will have different needs, liking and preferences. So a customized portfolio for every client is the need of the day. This research will highlight more on the product portfolio of ICICI Private Banking, how they have changed or innovatively structured to be attractive and competitive

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CONTENTS

S No 1 2 3 4 5 6 Certificate Acknowledgements Executive Summary List of Tables List of Figures Chapter-1: Introduction Banks in India

Topic

Page No ii iii iv v vi

1-28

Introduction of SBI and ICICI Different product Chapter-2: Methodology & theoretical framework Interpretation Methodology used for data collection Methodology used for data analysis 8 Chapter-3: Data Presentation and Analysis Theoretical framework Data presentation 9 Chapter-4: Summary and Conclusions Data analysis 43-45 Suggestions and recommendations 10 11 References/Bibliography Appendices 46 47-49 33-42

29-32

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LIST OF TABLES

Table No 1 2 3 4 5 6 7 8 9 10 Table-1 Table-2 Table-3 Table-4 Table-5 Table-6 Table-7 Table-8 Table-9 Table-10

Title

Page No 6 7 12 24 24 25 25 26 27 34

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LIST OF FIGURES

Figure No 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 Figure-1 Figure-2 Figure-3 Figure-4 Figure-5 Figure-6 Figure-7 Figure-8 Figure-9 Figure-10 Figure-11 Figure-12 Figure-13 Figure-14 Figure-15 Figure-16 Figure-17 Figure-18 Figure-19 Figure-20

Title

Page No 24 25 25 26 26 27 27 34 34 35 35 36 36 37 37 38 38 39 39 40

Chapter-I Introduction
The banking section will navigate through all the aspects of the Banking System in India. It will discuss upon the matters with the birth of the banking concept in the country to new players adding their names in the industry in coming few years. The banker of all banks, Reserve Bank of India (RBI), the Indian Banks Association (IBA) and top 20 banks like IDBI, HSBC, ICICI, ABN AMRO, etc. has been well defined under three separate heads with one page dedicated to each bank. However, in the introduction part of the entire banking cosmos, the past has been well explained under three different heads namely: History of Banking in India Nationalization of Banks in India Scheduled Commercial Banks in India .The first deals with the history part since the dawn of banking system in India. Government took major step in the 1969 to put the banking sector into systems and it nationalized 14 private banks in the mentioned year. This has been elaborated in Nationalization Banks in India. The last but not the least explains about the scheduled and unscheduled banks in India. Section 42 (6) (a) of RBI Act 1934 lays down the condition of scheduled commercial banks. The descriptions along with a list of scheduled commercial banks are given on this page.

BANKS IN INDIA

In India the banks are being segregated in different groups. Each group has their own benefits and limitations in operating in India. Each has their own dedicated target market. Few of the monthly work in rural sector while others in both rural as well as urban. Many even are only catering in cities. Some are of Indian origin and some are foreign players. All these details and many more is discussed over here. The banks

and its relation with the customers, their mode of operation, the names of banks under different groups and other such useful informations are talked about. One more section has been taken note of is the upcoming foreign banks in India. The RBI has shown certain interest to involve more of foreign banks than the existing one recently. This step has paved a way for few more foreign banks to start business in India

Introduction of SBI

The origin of the State Bank of India goes back to the first decade of the nineteenth century with the establishment of the Bank of Calcutta in Calcutta on 2 June 1806. Three years later the bank received its charter and was re-designed as the Bank of Bengal (2 January 1809). A unique institution, it was the first joint-stock bank of British India sponsored by the Government of Bengal. The Bank of Bombay (15 April 1840) and the Bank of Madras (1 July 1843) followed the Bank of Bengal. These three banks remained at the apex of modern banking in India till their amalgamation as the Imperial Bank of India on 27 January 1921. Primarily Anglo-Indian creations, the three presidency banks came into existence either as a result of the compulsions of imperial finance or by the felt needs of local European commerce and were not imposed from outside in an arbitrary manner to modernise India's economy. The State Bank of India, the countrys oldest Bank and a premier in terms of balance sheet size, number of branches, market capitalization and profits is today going through a Momentous phase of Change and Transformation the two hundred year old Public sector behemoth is today stirring out of its Public Sector legacy and moving with an ability to give the Private and Foreign Banks a run for their money. The bank is entering into many new businesses with strategic tie ups Pension Funds, General Insurance, Custodial Services, Private Equity, Mobile Banking, Point of Sale

Merchant Acquisition, Advisory Services, structured products etc each one of these initiatives having a huge potential for growth. The Bank is forging ahead with cutting edge technology and innovative new banking models, to expand its Rural Banking base, looking at the vast untapped potential in the hinterland and proposes to cover 100,000 villages in the next two years. It is also focusing at the top end of the market, on whole sale banking capabilities to provide India's growing mid / large Corporate with a complete array of products and services. It is consolidating its global treasury operations and entering into structured products and derivative instruments. Today, the Bank is the largest provider of infrastructure debt and the largest arranger of external commercial borrowings in the country. It is the only Indian bank to feature in the Fortune 500 list. The Bank is changing outdated front and back end processes to modern customer friendly processes to help improve the total customer experience. With about 8500 of its own 10000 branches and another 5100 branches of its Associate Banks already networked, today it offers the largest banking network to the Indian customer. The Bank is also in the process of providing complete payment solution to its clientele with its over 8500 ATMs, and other electronic channels such as Internet banking, debit cards, mobile banking , etc The bank is also looking at opportunities to grow in size in India as well as internationally. It presently has 82 foreign offices in 32 countries across the globe. It has also 7 Subsidiaries in India SBI Capital Markets, SBICAP Securities, SBI DFHI, SBI Factors, SBI Life and SBI Cards - forming a formidable group in the Indian Banking scenario. It is in the process of raising capital for its growth and also consolidating its various holdings.

SWOT ANALYSIS OF SBI

Strength:

SBI is the largest bank in India in terms of market share, revenue and assets. The bank has its presence in 32 countries engaging currency trade all over the world.

SBI has the first mover advantage in commercial banking service.

Weakness:

Lack of proper technology driven services when compared to private banks The banks spends a huge amount on its rented buildings SBI has the largest number of employees in banking sector, hence the bank spends a considerable amount of its income in employees salary compensation In spite of modernization, the bank still carries the perception of traditional bank to new age customers

Opportunities:

Merger of associate banks with SBI ,as it will expand the market share and increase4 the revenues

Opening up of new branches And ATMs.

Pool in talent to replace the going top management to serve the next generation

Threats:

Customer prefer to switch to private banks and financial service providers for loans and mortgages, as SBI involves stringent verification procedures and take long time for processing.

More private banks are venturing into rural areas.

SBI is currently operating at lowest CAR. Insufficient capital may restrict the growth prospects of the bank going forward. Delay in technology upgradation could result in loss of market shares.

INTRODUCTION OF ADVANCED PRODUCTS OF SBI

Now a day not all the people have the capacity to fulfil their requirement by their own earning ,thats why they need help from others. For this so many government & private sector bank provide them money to fulfil their requirement, thats call the Advance Product (loan product) of the bank. All the banks have so many different types of advance product as per the requirement of the people or customers. In Bhubaneswar also there are so many banks those provide loan to the people for different causes.

Types of Advance Product


Home Loan Educational Loan Car Loan Personal Loan Property Loan

Now a day a large no. of people are taking loan from different banks. It helps people to fulfil their need and it really easy to repayment the loan amount with a longer repayment period

SBI ADVANCED PRODUCTS SBI Home Loans: Purpose Purchase/ Construction of House/ Flat Purchase of a plot of land for construction of House Extension/ repair/ renovation/ alteration of an existing House/ Flat Purchase of Furnishings and Consumer Durables as a part of the project cost. Takeover of an existing loan from other Banks/ Housing Finance Companies. Eligibility Minimum age 18 years as on the date of sanction Maximum age limit for a Home Loan borrower is fixed at 70 years, i.e. the age by which the loan should be fully repaid. Availability of sufficient, regular and continuous source of income for servicing the loan repayment.

CAR LOAN: Purpose You can take finance for: A new car, jeep or Multi Utility Vehicles (MUVs) A used car / jeep (not more than 5 years old). (Any make or model). Takeover of existing loan from other Bank/Financial institution (Conditions apply)

Eligibility To avail an SBI Car Loan, you should be : Individual between the age of 21-65 years of age.

A Permanent employee of State / Central Government, Public Sector Undertaking, Private company or a reputed establishment or

A Professionals or self-employed individual who is an income tax assessee or A Person engaged in agriculture and allied activities. Net annual income Rs 100000/- and above

EDUCATION LOAN: A term loan granted to Indian Nationals for pursuing higher education in India or abroad where admission has been secured. Eligible Courses All courses having employment prospects are eligible. Graduation courses/ Post graduation courses/ Professional courses Other courses approved by UGC/Government/AICTE etc.

Expenses considered for loan Fees payable to college/school/hostel Examination/Library/Laboratory fees Purchase of Books/Equipment/Instruments/Uniforms Caution Deposit/Building Fund/Refundable Deposit (maximum 10% tution fees for the entire course) Travel Expenses/Passage money for studies abroad Purchase of computers considered necessary for completion of course Cost of a Two-wheeler up to Rs. 50,000/-Any other expenses required to complete the course like study tours, project work etc Amount of loan For students in India, maximum 10 lacs

Studies abroad, maximum 20 lacs

SBI SARAL PERSONAL LOAN: Purpose The loan will be granted for any legitimate purpose whatsoever (e.g. expenses for domestic or foreign travel, medical treatment of self or a family member, meeting any financial liability, such as marriage of son/daughter, defraying educational expenses of wards, meeting margins for purchase of assets etc. Eligibility You are eligible if you are a Salaried individual of good quality corporate, self employed engineer, doctor, architect, chartered accountant, MBA with minimum 2 years standing. Loan Amount Your personal loan limit would be determined by your income and repayment capacity.

PROPERTY LOAN: Purpose This is an all purpose loan, i.e., the loan can be obtained for any purpose whatsoever. If amount of loan is Rs.25.00 lacs and above then purpose of loan will have to be specified along with an undertaking that loan will not be used for any speculative purpose whatever including speculation on real estate and equity shares.

Eligibility A: An individual who is;

a. An Employee or b. A Professional, self-employed or an income tax assesse or c. Engaged in agricultural and allied activities. B: Your Net Monthly Income (salaried) is in excess of Rs.12,000/- or Net Annual Income(others) is in excess of Rs.1,50,000/-.The income of the spouse may be added if he/she is a co-borrower or a guarantor. C: Maximum age limit: 60 years.

Salient features Minimum: Rs.25, 000/Maximum: Rs.1 crore. The amount is decided by the following calculation: 24 times the net monthly income of salaried persons (Net of all deductions including TDS) OR 2 times the net annual income of others (income as per latest IT return less taxes payable)

INTRODUCTION OF ICICI BANK

ICICI Bank is India's second-largest bank with total assets of Rs. 4,736.47 billion (US$ 93 billion) at March 31, 2012 and profit after tax Rs. 64.65 billion (US$ 1,271 million) for the year ended March 31, 2012. The Bank has a network of 2,901 branches and 10,021 ATMs in India, and has a presence in 19 countries, including India.

ICICI Bank offers a wide range of banking products and financial services to corporate and retail customers through a variety of delivery channels and through its specialized subsidiaries in the areas of investment banking, life and non-life insurance, venture capital and asset management.

The Bank currently has subsidiaries in the United Kingdom, Russia and Canada, branches in United States, Singapore, Bahrain, Hong Kong, Sri Lanka, Qatar and Dubai International Finance Centre and representative offices in United Arab Emirates, China, South Africa, Bangladesh, Thailand, Malaysia and Indonesia. Our UK subsidiary has established branches in Belgium and Germany.

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SWOT ANALYSIS OF ICICI BANK

Strength:
Online Services: ICICI Bank provides online services of all its banking facilities. It also provides D Mart account facilitates on-line, so a person can access his account from anywhere he is. Advanced infrastructure: Branches of ICICI Bank are well equipped with advanced technology to provide the customers with taster banking services. All the computerized machines are located in suitable manner & are very useful to the customers & staff of the bank. Friendly Staff: The staff of ICICI Bank in all branches is very friendly & help the customers in all cases They provide faster services along with bonding & personal relationship with the customers

24 hrs. Banking services: Compared to other bank ICICI bank provides long hours of services i.e. 8-8 services to the customers. This service is one of its kinds & is very helpful for the customers who are in urgent need of money.

Weakness: High bank service charges: ICICI bank charges highly to customers for the services provided by them when compared to other bank & that are why it is only in the reach of higher class of society. Less Credit Period: ICICI bank provides credit facilities but only up to limited period. Even when the credit period is not over it sends reminder letters to the customers which may annoy them.

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Opportunities: Bank Insurance services: The bank should also provide insurance services. That means the bank can have a tie-up with a insurance company. The bank will advertise & promote the different policies introduced by the insurance company & convince their customers to buy insurance policies. Increase in percentage of Returns on increase: The bank should provide higher returns on deposits in comparison of the present situation. This will also up to large extent help the bank cam profits & popularity Recruit professionally guided students: Bank & Insurance is a special non-aid course where the students specialize in the functioning & services of the bank & so are knowledge about various tax policies. The bank can recruit these students through tie-ups with colleges. Such students will surely prove as an asset to the bank. Associate with social cause: The bank can also associate itself with social cases like providing relief aid patients funding towards natural calamities. But this falls in the 4 quadrant so the bank should neglect it.

Threats: Competition: lClCl Bank is facing tight competition locally as well as internationally. Bank like CITI Bank. HSBC, ABM, Standard Chartered. HDFC so provide equivalent facilities like ICICI do. Net Services: ICICI Bank provides all kind of services on-line. There can be easy access to the e-mail ids of the customers through wrong people. The

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confidential information of the customers can be leaked easily through the email ids. No Proper Facilities To Uneducated customers: ICICI Bank provides l services through electronic computerized machines. This creates problems to the less educated people. But this threat falls in the 4 quadrant so its negligible. The company can avoid this threat.

Products of ICICI BANK

ICICI Bank offers wide variety of Loans Products in India to suit your requirements with convenience of networked branches/ ATMs and facility of E-channels like Internet and Mobile Banking, ICICI Bank brings banking at your doorstep. Select any of our loan product and provide your details online and our representative will contact you for getting loans.

Home loans Car Loans Personal Loans

FEATURES Home Loans ICICI Bank is the top home loan provider in India. Home loan products offered by ICICI Bank are known for the incomparable benefits they offer such as easy paperwork, doorstep service and counseling throughout the loan procedure Building your own home is special. As one of the leading home loan providers, ICICI Bank Home Loans is here to help you lay the foundation for your dream home

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With the experience of sharing the dream of millions of our customers, we offer you the most convenient home loan plans to suit your needs. Advantages Wide range of product to choose from Guidance throughout the process making home buying hassle free Doorstep service at your comfort Simplified documentation Sanction approval without having selected a property. Flexible repayment options With a network of 2500 branches we are always close to you Over 900 Bank Branches pan India for servicing of your loans Free Personal Accident Insurance Insurance options for your home loan at attractive premium

Documents required: 1) Application form with photograph 2) Identity & residence proof 3) Latest salary slip 4) Form 16 5) Last 6 months bank statements 6) Processing fee cheque

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Car Loans ICICI Bank is one of the favorite choices for car loan borrowers in India. The bank has association with all major car manufacturers in India to make sure you get the best deal. Loan schemes are flexible and approval is speedy. The application procedure is hassle-free as well.

ELIGIBILITY CRITERIA FOR SALARIED PERSON Age criteria: The applicant should be above 25 years old at the time of application, and upto 58 years of age at the time of maturity of the loan Income criteria: Gross annual income of at least Rs. 2.50 lakhs. Stability: The total employment stability should be more than 2 years and current employment stability of minimum 1 year.

Loan Amount The minimum loan amount for taking a car loan is Rs. 1,00,000. The maximum loan amount will depend on the price of the car, model variant, profile of the customer, etc.

Personal loans
ICICI Bank has an array of personal loans. With minimal paperwork, you can avail a loan of up to Rs.10 lakhs. FEATURES AND ADVANTAGES No hidden cost Low personal loan interest rate Fast processing Attractive rate of interest

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No security required

ELIGIBILITY CRITERIA Age: 25 years 58 years Annual income: 1, 44,000 p .a Loan amount offered: Maximum to 15 lacs Tenure: 12 months to 60 months Current experience: Minimum 1 year Current residential status: Minimum 1 year Documentation 1) Latest 3 months Bank Statement (where salary/income is credited) 2) 3 Latest salary slips 3) Proof of Continuity current job (Form 16 / Company appointment letter ) 4) Proof of Identity (any one)Passport / Driving License / Voters ID / PAN card / Photo Credit Card / Employee ID card 5) Proof of Residence (any one) Ration Card / Utility bill / LIC Policy Receipt 6) Proof of Qualification Highest Degree (for Professionals / Government employees)

COMPARISON OF LOANS AND ADVANCES OF ICICI AND SBI BANK

For the year 2003: Name of banks State bank of India ICICI bank
Amt. of advances 137758.46 52474.48

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Table 4

Figure 1

For the year 2004: Name of banks State bank of India ICICI bank
Amt. of advances 157933.53 60757.36

Table 5

Figure 2

For the year 2005:

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Name of banks State bank of India ICICI bank

Amt. of advances 202374.46 88991.75

Table 6

Figure 3 For the year 2006: Name of banks State bank of India ICICI bank
Amt. of advances 261641.54 143029.89

Table 7

Figure 4

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For the year 2007: Name of banks State bank of India ICICI bank
Amt. of advances 337336.49 146684.38

Table 8

Figure 5

For the year 2008: Name of banks State bank of India ICICI bank
Amt. of advances 366435.68 225616

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For the year 2009: Name of banks State bank of India ICICI bank
Amt. of advances 448448.52 179269

Table 10

Figure 7

INTERPRETATION Considering the above data we can say that year on year the amount of advances lent by State bank of India has increased which indicates that banks business is really commendable and the credit policy it has maintained is absolutely good. Whereas

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ICICI do not has such good business , SBI is ahead in terms of its business when compared to ICICI bank. This implies that SBI has incorporated sound business policies in ICICI .

Chapter-II Methodology and theoretical framework

Research methodology is a methodology for collecting all sorts of information & data pertaining to the subject in question. The objective is to examine all the issues involved & conduct situational analysis. The methodology includes the overall research design, sampling procedure & fieldwork done& finally the analysis procedure. The methodology used in the study consistent of sample survey using both primary & secondary data. The primary data has been collected with the help of questionnaire as well as personal observation book, magazine; journals have been referred for secondary data. The questionnaire has been drafted & presented by the researcher himself.

a) Methodology used for Data Analysis

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Data analysis is done with the help of tables, charts, graphs, diagrams etc. Tools used for analysis are as follows: Tables

Used to show the quantitative information that is collected through the questionnaire. Table will show an orderly arrangement of quantitative data in columns and rows. Graphs

Used to represent the Induction process in both the companies.(In graph an independent variable is represented on the horizontal line (X-axis) and a dependent variable on the vertical line (Y-axis). Pie chart

Used to represent the data collected from both the companies graphically. It consists of a circle (disc) divided into several (usually not exceeding six) segments.

b) Theoretical description The description of the concepts, tools and techniques used are as follows; Tables Orderly arrangement of quantitative data in columns and rows. Also called matrix. In statistics, a table (also referred to as cross tabulation or cross tab) is a type of table in a matrix format that displays the frequency distribution of the variables. It is often used to record and analyse the relation between two or more categorical variables

Graphs

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Graphs are often an excellent way to display results. In fact, most good science fair projects have at least one graph.

For any type of graph:

Generally, we should place our independent variable on the x-axis of our graph and the dependent variable on the y-axis.

Be sure to label the axes of our graph don't forget to include the units of measurement (grams, centimeters, liters, etc.).

If we have more than one set of data, show each series in a different color or symbol and include a legend with clear labels.

Different types of graphs are appropriate for different experiments. These are just a few of the possible types of graphs:

A bar graph might be appropriate for comparing different trials or different experimental groups. It also may be a good choice if our independent variable is not numerical.

Pie Chart

A pie chart (or a circle graph) is a circular chart divided into sectors, illustrating proportion. In a pie chart, the arc length of each sector (and consequently its central angle and area), is proportional to the quantity it represents. When angles are measured with 1 turn as unit then a number of percent is identified with the same number of centiturns. Together, the sectors create a full disk. It is named for its resemblance to a pie which has been sliced. Pie charts work particularly well when the slices represent 25 to 50% of the data, but in general, other plots such as the bar

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chart or the dot plot, or non-graphical methods such as tables, may be more adapted for representing certain information. It also shows the frequency within certain groups of information

CHAPTER -III DATA PRESENTATION AND ANALYSIS

Ques 1- Respondents accounts on which bank? a) ICICI b) SBI

Sales

icici sbi

Figure 8

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Ques 2- Age of the respondents?


a) 25-35 yrs b) 36-45 yrs c) 46-55 yrs d) 55 above

no of respondents

25-35 36-45 46-55 55 above

Figure 9

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Ques 3- What Type of the account you hold in the bank?

SBI Fixed account Saving account Current account Other 4 3 2 1

ICICI BANK 1 5 4 0

ICICI

FIXED SAVINGS CURRENT OTHER

Figure 10

SBI

FIXED SAVINGS CURRENT OTHER

Figure 11

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Ques 4- What type of service do you prefer the most?


SBI ATM service Internet banking Mobile banking Core banking system 5 1 1 3 ICICI BANK 4 2 3 1

SBI

ATM internet banking mobile banking core banking

Figure 12

ICICI

ATM INTERNET BANKING MOBILE BANKING CORE BANKING

Figure 13

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Ques 5- Are you satisfied with services of respective bank you have account in ?
SBI Yes Quite satisfy No 6 3 1 ICICI 7 2 1

SBI

YES quite satisfying no

Figure 14

ICICI

YES QUITE SATIFACTORY NO

Figure 15

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Ques 6- Are you well aware about product and services of respective banks?
YES SBI ICICI 8 7 NO 2 3

SBI

YES NO

Figure 16

ICICI

YES NO

Figure 17

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Ques 7- Preference of loan and advances schemes of SBI over ICICI?


Preference SBI ICICI 6 8 No Preference 4 2

SBI

PREFERENCE NO PREFRENCE

Figure 18

ICICI

PREFERENCE NO PREFERENCE

Figure 19

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Ques 8- Satisfy with present ranking system?

Respondents Highly satisfied satisfied average dissatisfied Highly dissatisfied 0 5 8 0 7

RESPONDENTS

HIGHLY SATISFIED SATISFIED AVERAGE DISSATISFIED HIGHLY DISSATISFIED

Figure 20

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DATA ANALYSIS

From this project it is found that SBI advance product having the 1st place in the market at Delhi & NCR, there is a great opportunity to compete with ICICI Bank & to retain its customer by fulfilling the requirement of customer in SBI and ICICI advance product.

It has been observed that approximately 85% correspondents are using advance products of SBI and 15% are not using any type of advance product of SBI in Delhi & NCR.

All of SBI customers are satisfied with the services provided by the bank Most of the customers at Delhi & NCR prefer to take loan from SBI. Approximately 43% of advance product users said that the service of SBI in advance product is excellent.

A response from customer care is so clear & good. Many customers have no time to call customer care so that they are not able to know about the service & features of SBI advance product.

Government employees are more concern than private employees for advance product.

Biggest problem people dont invest their money in Share due to lack of knowledge

People want securities thats why choose SBI than ICICI bank Biggest bank of INDIA Attractive rate of returns Transparency Simple and fast processing

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Quick processing

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Chapter- IV Summary and Conclusions

From the analysis part it can be concluded that customers have a good respond towards SBI advance products in Delhi & NCR . SBI is in 1st position having large number of customers & providing good services to them. The bank has a wide customer base, so the bank should concentrate on this to retain these customers. In present scenario SBI is the largest advance product issuer in India. Within a very short period of time the achievement made by SBI is excellent, what a normal bank cannot expect, but it is being done by SBI. It happens due to employee dedication towards the organization, fastest growing Indian economy, & brand image. To be the largest advance product issuer, SBI should focus on Launch Innovative product Customized advance products Better customer services Fastest customers problem solving techniques Customer retention Apart from all the above, SBI believe in providing good customer services to their customers which is a key factor for success in future.

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Suggestion & Recommendation Customer awareness programme is required so that more people should attract towards advance product. Both should more concern about physical verification rather than phone verification so it will avoid fraud or cheating. Advance product selling agents must not give any type of wrong information regarding advance product. For the better service new offers would be require .SBI customer care should more concern about the fastest settlement of customer problems. ICICI bank is already doing. Before deducting or charging any monetary charge SBI& ICICI must consult with customer. Agents should be trained, well educated & proper trained to convince the people about different advance product. It is the duty of the bank to disclose all the material facts regarding advance product, like ROI, repayment period and any types of charges, etc. Special scheme should be implemented to encourage both customer and agents. SBI and ICICI should more focus on Retaining existing customers. Both banks must focus on Segmentation based on customer knowledge Product offering based on customer demand. SBI and ICICI must take feedbacks of customers regarding features & services Suggestions given by the consumers at the time of survey: There is more time period for repayment of education loan. ( Namrata Das )

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Education loan should be providing to private college also which is not under AICTE or any kind of University. ( Pinaki Bal )

SBI should take steps to solve customer problems immediately. ( Gopinath Mahapatra )

Agents should be trained, well educated & proper trained to convince the people about different advance product. (P.Anish Nath)

Loan sanction date shouldbe according to customer convenient. (Joytirmaya Behera)

A customer awareness programme should be taking place in rural area

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BIBLIOGRAPHY

www.google.co.in www.sbi.co.in www.statebankofindia.com www.icici.com http://en.wikipedia.org/

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ANNEXURE
Questionnaire

Ques 1- Accounts on which bank? a) ICICI b) SBI

Ques 2- Age of the respondents?


a) 25-35 yrs b) 36-45 yrs c) 46-55 yrs d) 55 above

Ques 3- What Type of the account you hold in the bank?


SBI Fixed account Saving account Current account Other ICICI BANK

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Ques 4- What type of service do you prefer the most?


SBI ATM service Internet banking Mobile banking Core banking system ICICI BANK

Ques 5- Are you satisfied with services of respective bank you have account in ??
SBI yes Quite satisfy No ICICI

Ques 6- Are you well aware about product and services of respective banks?
YES SBI ICICI NO

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Ques 7- Preference of loan and advances schemes of SBI over ICICI?


Preference SBI ICICI No Preference

Ques 8- Satisfy with present banking system?


Respondents Highly satisfied satisfied average dissatisfied Highly dissatisfied

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