Project Report on CUSTOMER SATISFACTION

Submitted in Partial Fulfillment of the requirement of Master of Business Administration Finance Sector Management 2011-13

CORPORATE GUIDE Mr. P K Sharma Branch Manager

FACULTY GUIDE Dr. Anil Kothari

Submitted By

PALLAVI GUPTA
1

PREFACE
The MBA curriculum designed to impart the exposure of the business world to the future managers. Summer training is an integral part of the master of business administration. It gives an opportunity to grab the applied knowledge of practical managerial technique and strategy. It is my prosperity having undergone summer training at ICICI bank at Udaipur, in the two months that it takes to complete it. The project assigned to me was "Customer Satisfaction of ICICI Bank The objective behind the summer training of MBA programmer is to provide the practical aspects of the organizations working and environment. This training helps to visualize and realize about the congruency between the theoretical learning in the premises of college and the actual practices of management and working being followed in the organization. It gives the knowledge of how to apply the theoretical learning in the classroom to the actual situation when faced in the organization it is very important to get acquainted with the practical day-to-day situation in an organization.

ACKNOWLEDGEMENT
My project report would be incomplete without acknowledging the work and the help of all those who have guided me for the timely and successful completion of the project. Since a project is a team work, I wish to put my sincere gratitude to the following persons, whose support and encouragement had made this project a great learning experience and big success. With due sense of indebtedness, I take this opportunity to express my sincere thanks to the esteemed Director of the institute Dr. P.K. JAIN for his sincere guidance and motivation. My special thanks to my faculty guide Mr. Anil Kothari for guidance and constant encouragement. A special thanks to my guide at ICICI Bank, Mr. PK Sharma, Branch Manager; Udaipur, for giving me the desired guidance and encouragement. Lastly, I wish to thank all the customers of ICICI who helped me in completing my research work through their honest feedback and their valuable time.

Pallavi Gupta MBA (FSM)

CONTENTS

S. No. 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. 16. 17. 18. 19. 20. 21. Executive Summary Research Objectives Banking structure in India Introduction History of Banking in India Banks in India ICICI Bank

Particulars

Technology used in ICICI Bank ICICI Group Products SWOT Analysis Research Methodology Company efforts to ensure Customer Satisfaction Data Analysis Comparison with SBI SWOT Analysis comparison Findings Suggestions Conclusions Bibliography Questionnaire

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 it is 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.

RESEARCH OBJECTIVES

1. 2. 3. 4.

To draw the comparative analysis of ICICI BANK Ltd with SBI etc. To identify the major attributes of customer satisfaction. To study customer perception about ICICI BANK Ltd. To identify and study the various ways of ensuring customer satisfaction adopted by ICICI BANK Vs HDFC & SBI.

BANKING STRUCTURE IN INDIA

Scheduled Banks in India
(A) Scheduled Commercial Banks Public sector Banks Private sector Banks (28) Nationalized Bank Other Public Sector Banks (IDBI) SBI and its Associates (27) Old Private Banks New Private Banks Foreign Banks in India (29) Regional Rural Bank (102)

(B) Scheduled Cooperative Banks Scheduled Urban Cooperative Banks (55) Scheduled State Cooperative Banks (31)

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, lay down the condition of scheduled commercial banks.

HISTORY OF BANKING IN INDIA

Without a sound and effective banking system in India it cannot have a healthy economy. The banking system of India should not only be hassle free but it should be able to meet new challenges posed by the technology and any other external and internal factors. For the past three decades India's banking system has several outstanding achievements to its credit. The most striking is its extensive reach. It is no longer confined to only metropolitans or cosmopolitans in India. In fact, Indian banking system has reached even to the remote corners of the country. This is one of the main reasons of India's growth process. The government's regular policy for Indian bank since 1969 has paid rich dividends with the nationalization of 14 major private banks of India. Not long ago, an account holder had to wait for hours at the bank counters for getting a draft or for withdrawing his own money. Today, he has a choice. Days are gone when the most efficient bank transferred money from one branch to other in two days. Now it is simple as instant messaging or dial a pizza. Money have become the order of the day. The first bank in India, though conservative, was established in 1786. From 1786 till today, the journey of Indian Banking System can be segregated into three distinct phases. They are as mentioned below: Early phase from 1786 to 1969 of Indian Banks Nationalization of Indian Banks and up to 1991 prior to Indian banking sector Reforms. New phase of Indian Banking System with the advent of Indian Financial & Banking Sector Reforms after 1991.

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. Few of them only work in rural sector while others in both rural as well as urban. Some are of Indian origin and some are foreign players. Major Banks in India

ABN-AMRO Bank Abu Dhabi Commercial Bank American Express Bank Andhra Bank Allahabad Bank Bank of Baroda Bank of India Bank of Maharastra Bank of Punjab Bank of Rajasthan Bank of Ceylon BNP Paribas Bank Canara Bank Catholic Syrian Bank Central Bank of India Centurion Bank China Trust Commercial Bank Citi Bank City Union Bank Corporation Bank Dena Bank Deutsche Bank Development Credit Bank Dhanlakshmi Bank Federal Bank HDFC Bank HSBC ICICI Bank IDBI Bank Indian Bank

Indian Overseas Bank IndusInd Bank ING Vysya Bank Jammu & Kashmir Bank JPMorgan Chase Bank Karnataka Bank Karur Vysya Bank Laxmi Vilas Bank Oriental Bank of Commerce Punjab National Bank Punjab & Sind Bank Scotia Bank South Indian Bank Standard Chartered Bank State Bank of India (SBI) State Bank of Bikaner & Jaipur State Bank of Hyderabad State Bank of Indore State Bank of Mysore State Bank of Saurastra State Bank of Travancore Syndicate Bank Taib Bank UCO Bank Union Bank of India United Bank of India United Bank Of India United Western Bank UTI Bank

PUBLIC SECTOR BANKS

Among the Public Sector Banks in India, United Bank of India is one of the 14 major banks, which were nationalized on July 19, 1969. Its predecessor, in the Public Sector Banks, the United Bank of India Ltd., was formed in 1950 with the amalgamation of four banks viz. The following are the list of Public Sector Banks in India Allahabad Bank Andhra Bank Bank of Baroda Bank of India Bank of Maharastra Canara Bank Central Bank of India Corporation Bank Dena Bank Indian Bank Indian Overseas Bank Oriental Bank of Commerce Punjab & Sind Bank Punjab National Bank Syndicate Bank UCO Bank Union Bank of India United Bank of India Vijaya Bank

PRIVATE SECTOR BANKS

Private banking in India was practiced since the beginning of banking system in India. The first private bank in India to be set up in Private Sector Banks in India was IndusInd Bank. IDBI ranks the tenth largest development bank in the world as Private Banks in India and has promoted world class institutions in India. The first Private Bank in India to receive an in principle approval from the Reserve Bank of India was Housing Development Finance Corporation Limited, to set up a bank in the private sector banks in India as part of the RBI's liberalization of the Indian Banking Industry. List of Private Banks in India Bank of Punjab Bank of Rajasthan Catholic Syrian Bank Centurion Bank City Union Bank Dhanalakshmi Bank Development Credit Bank Federal Bank HDFC Bank ICICI Bank IDBI Bank IndusInd Bank ING Vysya Bank Jammu & Kashmir Bank Karnataka Bank Karur Vysya Bank Laxmi Vilas Bank

Type

Private, BSE & NSE, NYSE

Founded

1955 (as Industrial credit and Investment corporation of India)

Headquarters

ICICI Bank Ltd., ICICI Bank Towers, Bandra Kurla Mumbai, India Key people N Vaghul, K.V. Kamath, Chanda Kochhar, V

Vaidyanathan, Madhabi Puri Industry Banking Insurance Capital Markets and allied industries Products Loans, Credit Cards, Savings, Investment

vehicles, Insurance etc. Revenue Total assets US$ 13.518 billion Rs. 4736.47 billion (US$ 93 billion) at March 31, 2012

OVERVIEW
ICICI Bank (formerly Industrial Credit and Investment Corporation of India). ICICI Limited was established in 1955 by the World Bank, the Government of India and the Indian Industry, for the promotion of industrial development in India by giving project and corporate finance to the industries in India. ICICI Bank has grown from a development bank to a financial conglomerate and has become one of the largest public financial institutions in India. ICICI Bank has financed all the major sectors of the economy, covering 6,848 companies and 16,851 projects. As of March 31, 2000, ICICI had disbursed a total of Rs.1,13,070 crores, since inception.

ICICI Bank Fact Files:

Total assets: Network: ATMs: Abroad Subsidiaries: Abroad branches: Representative offices: Rs.146,214 crore (December 31, 2004) 530 branches Over 1,880 United Kingdom and Canada Singapore and Bahrain United States, China, United Arab Emirates, and Bangladesh and South Africa. ICICI Bank is India's second-largest bank with total assets of about Rs. 2,513.89 bn (US$ 56.3 bn) at March 31, 2006 and profit after tax of Rs. 25.40 bn (US$ 569 mn) for the year ended March 31, 2006 (Rs. 20.05 bn (US$ 449 mn) for the year ended March 31, 2005). ICICI Bank has a network of about 614 branches and extension counters and over 2,200 ATMs.

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ICICI

Bank

(BSE:

ICICI)

(Industrial

Credit

and

Investment

Corporation of India) is India's largest private sector bank in market capitalization and second largest overall in terms of assets. Bank has total assets of about US$ 93 billion (at the end of March 2012), a network of over 2772 branches, about 9363 ATMs (at the end of March 2012), ICICI Bank is also the largest issuer of credit cards in India. ICICI Bank has got its equity shares listed on the stock exchanges at Kolkata and Vadodara, Mumbai and the National Stock Exchange of India Limited, and its ADRs on the New York Stock Exchange (NYSE). The Bank is expanding in overseas markets and has the largest international balance sheet among Indian banks. ICICI Bank now has whollyowned subsidiaries, branches and representatives offices in 18 countries, including an offshore unit in Mumbai. ICICI Bank currently has subsidiaries in the United Kingdom, Russia and Canada, branches in Singapore, Bahrain, Hong Kong, Sri Lanka and Dubai International Finance Center and representative offices in the United States, United Arab Emirates, China, South Africa and Bangladesh. Our UK subsidiary has established a branch in Belgium. ICICI Bank's equity shares are listed in India on the Bombay Stock Exchange and the National Stock Exchange of India Limited and its American Depositary Receipts (ADRs) are listed on the New York Stock Exchange (NYSE). ICICI Bank was originally promoted in 1994 by ICICI Limited, an Indian financial Institution, and was its wholly owned subsidiary. ICICI's shareholding in ICICI Bank was reduced to 46% through a public offering of shares in India in fiscal 1998, an equity offering in the form of ADRs listed on the NYSE in fiscal 2000, ICICI Bank's acquisition of Bank of Madura Limited in an all-stock amalgamation in fiscal 2001, and secondary market sales by ICICI to 11

institutional investors in fiscal 2001 and fiscal 2002. ICICI was formed in 1955 at the initiative of The World Bank, the Government of India and representatives of Indian industry. The principal objective was to create a development financial institution for Providing medium-term and long-term project financing to Indian businesses. In the 1990s, ICICI transformed its business from a development financial institution offering only project finance to a diversified financial service group offering a wide variety of products and services, both directly and through a number of subsidiaries and affiliates like ICICI Bank. In 1999, ICICI become the first Indian company and the first bank or financial institution from non-Japan Asia to be listed on the NYSE. In October 2001, the Boards of Directors of ICICI and ICICI Bank approved the merger of ICICI and two of its wholly owned retail finance subsidiaries, ICICI Personal Financial Services Limited and ICICI Capital Services Limited, with ICICI Bank. The merger was approved by shareholders of ICICI and ICICI Bank in January 2002, by the High Court of Gujarat at Ahmadabad in March 2002, and by the High Court of Judicature at Mumbai and the Reserve Bank of India in April 2002. Consequent to the merger, the ICICI group's financing and banking Operations, both wholesale and retail, have been integrated in a single entity.

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BUSINESS OBJECTIVES
Vision
To be the leading provider of financial services in India and a major global bank.

Mission
We will leverage our people, technology, speed and financial capital to: be the banker of first choice for our customers by delivering high quality, world-class service. Expand the frontiers of our business globally. Play a proactive role in the full realization of Indias potential. maintain a healthy financial profile and diversify our earnings across businesses and geographies. Maintain high standards of governance and ethics. Contribute positively to the various countries and markets in which we operate. Create value for our stakeholders.

Product and Services

Service and banking of ICICI bank categorized in to personal banking, business banking and NRI banking services. Personal banking- Deposit in form of saving, recurring, term deposit, senior citizen deposit and children depository account are there for individual customer can also avail of their housing, automobile, farm equipment, business or personal loan scheme. Personal client can also invest in mutual funds and participate in stock trading through ICICI bank. Business banking Business banking services of ICICI Bank are exhaustive. Project financing, deal assessment, and land evaluation are investment banking services offered to corporate clients. Global trade and cash management transaction services facilitate remittances and receipts across important cities. Capital market and custodial services enable business houses to participate in equity trading and transfer across major stock markets of world.

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CUSTOMER
ICICI bank targets all segment of customer with various types of products and services. I interacted with a lot of customers and collect their feedback on the given services of company, and feedback are positive response from all point of view. Customers are beneficiary from both sides monetary as well as non monetary. The bank targets to add nearly 500,000 customers under the new scheme in the next one year and plans to offer auto loans through the new online channel in the future. As of now, nearly 24 per cent of our customer transactions are happening through internet. We are primarily targeting our urban customers, who constitute nearly 70 per cent of our total customer-base. Customers, opting for the service can also benefit from the quantum optima facility, wherein if the balance exceeds Rs 5,000, the money will automatically be transferred to a fixed deposit scheme. The lender opened nearly 470 branches in the last fiscal. The lender has also plans to launch 'SMS n Cash' scheme later this week under which ICICI account holders can transfer funds to those who do not have a bank account. ICICI bank is strongly committed to protecting the privacy of its customers and has taken all necessary and reasonable measures to protect the confidentiality of the customer information and its transmission through the world wide web. ICICI bank Endeavours to safeguard and ensure the security of the information provided by the customer. ICICI bank uses 128-bit encryption, for the transmission of the information, which is currently the permitted level of encryption in India. When the information provided by the customers is not transmitted through this encryption, the customer's system (if configured accordingly) will display an appropriate message ensuring the best level of secrecy for the customer's information. The customer would be required to cooperate with ICICI bank in order to ensure the security of the information, and it is recommended that the customers necessarily choose their passwords carefully such that no unauthorized access is made by a third party. To make the password complex and difficult for others to guess, the customers should use combination of alphabets, numbers and special characters (like! @, #, $ etc.). The customers should undertake not to disclose their password to anyone or keep any written or other record of the password such that a third party could access it. 14

COMPETITOR
The main competitor of is ICICI bank is SBI because this bank is totally taken by government after this bank HDFC bank is the main competitor of ICICI bank .There are different types of segment operation semment, investment and services, demat and NRI services.The competitor from the operation segment are State Bank of India(SBI), Axis, Housing Development and Financial corporation(HDFC) etc.From the investment And service sector HDFC standard life insurance corporation, Bharati Axa life insurance ,Reliance Life Insurance Corporation, Max new work life insurance SBI Life insurance,Life Insurance Corporation of India.In demat section India bull,Anangram,SBI,HDFC,India Infoline are the main competitor of ICICI bank.In the NRI service section the Western Union bank is the main competitor of ICICI bank.There are some other company who also compete with the ICICI bank After the SBI the HDFC bank is the main competitor of ICICI bank. HDFC Bank Ltd. is a commercial bank of India, incorporated in August 1994, after the Reserve Bank of India allowed establishing private sector banks. The Bank was promoted by the Housing Development Finance Corporation, a premier housing finance company (set up in 1977) of India. State Bank of India is the largest bank in India. It is also, measured by the number of branch offices and employees, the second largest bank in the world.[citation needed] The bank traces its ancestry back through the Imperial Bank of India to the founding in 1806 of the Bank of Calcutta, making it the oldest commercial bank in the Indian Subcontinent. The Government of India nationalised the Imperial Bank of India in 1955, with the Reserve Bank of India taking a 60% stake, and renamed it the State Bank of India. SBI provides a range of banking products through its vast network in India and overseas, including products aimed at NRIs. With an asset base of $360 billion (as on march 2012) and its reach, it is a regional banking behemoth. SBI has laid emphasis on reducing the huge manpower through Golden handshake schemes and computerizing its operations. The State Bank Group, with over 21,500 branches, has the largest branch network in India. It has a market share

15

among Indian commercial banks of about 20% in deposits and advances, and SBI accounts for almost one-fifth of the nations loans. There are some other banks which gives challenging some how in the banking and service sector they are: Allahabad Bank Andhra Bank Bank of Baroda Bank of India Bank of Maharashtra Canara Bank Central Bank of India Corporation Bank Dena Bank IDBI Bank Indian Bank Indian Overseas Bank Oriental Bank of Commerce Punjab & Sind Bank Punjab National Bank Syndicate Bank UCO Bank Union Bank of India United Bank of India Vijaya Bank

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ENVIRONMENT
An employer the bank extends a lot of authority along with justified accountability to you. The working culture is very collaborative in nature. It can be owed to the fact that the bank is highly segmented with a lot of overlapping and mostly distinct roles and responsibility. ICICI Bank has established itself as a one stop solution (Universal Bank) for all financial need of individuals and institutions alike. The credit for the same can be attributed to its vast network, probably the largest among private sector banks. This makes the life of an employee a lot easier, especially for those who face the external customers. As far as employee benefits are concerned, ICICI Bank offers a lot of financial benefits ranging from your family health insurance to your kids school donations. The organization will be giving you enough flexibility to innovate and come-up with new ideas. It will also exhibit its in terms of well laid systems, processes and infrastructure. It will extend a fast track growth for those with extraordinary talent at the same time offer stability to those who are able to deliver satisfactorily. Overall, I would say its a lifetime experience to work with such a behemoth organization. It might not be the best paymaster but it definitely will impress you with its capability as the head master (Principal) of banking industry. There are huge competitions between the employee to achieve the goal.

TECHNOLOGY
ICICI use many type of advance technological software like Pinnacle 7.0 and Pinnacle7.016.Among from this software ICICI bank uses the e-banking, core banking, mobile banking electronic display sy ICICI Bank was using Teradata for its data warehouse. However, due to its proprietary hardware, the cost of procurement, upgrades and administration was soaring. The closed box architecture of Teradata imposed restrictions on scalability. Secondly, querying and loading could not happen simultaneously. Queries could only be run during business hours because the loading of data had to take place during offbusiness hours. This meant that the refresh rate of EDW was delayed, so queries may not reflect the most current data. ICICI Bank was also dependent

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on Teradata for support and other activities: The bank was completely tied down to that solution. These issues compelled ICICI Bank to look for more efficient and flexible solutions. The solution would have to address not only current issues, but accommodate future growth expectations and business requirements. ICICI Bank evaluated numerous data warehousing solutions in the pursuit of solving its issues, and developed a shortlist of alternatives for its migration proof-ofconcept: Sybase, SAS and Netezza. The primary criteria for evaluation was the price-to-performance ratio where Sybase IQ emerged the clear winner. During this rigorous testing, Sybase IQ delivered faster results on independent hardware and operating systems with minimum infrastructure. Commending the improvements achieved, Amit Sethi, Joint General Manager, ICICI bank says, "What impressed us wasthat even with overall lower costs, we could achieve significantly better query performance after implementing the Sybase enterprise warehouse solution." ICICI today launched an enterprise resource planning (ERP) solution for the small and medium enterprises. The ERP package - Orion Advantage - comes bundled with an HP dual processor Xeon server, Oracle 9i database, Windows 2003 server and costs about Rs 9,90,000 and has a 15-user license. An ERP package helps a manufacturer or any other business implementing it to manage all the important parts in the company such as product planning, parts purchasing, maintaining inventory and interacting with suppliers and customers.

ERP Systems Integration

Pinnacle Software Solutions has the expertise and experience to assist you with your enterprise systems integration. From developing your strategy, through implementation and support, we bring the right combination of resources, management skills sets, and technical know-how. We will help you successfully integrate your Enterprise Resource Planning (ERP) systems into your overall business and technology infrastructure. Whether you are planning an upgrade of an existing ERP system, or a complete replacement of a legacy application and platform, we can help you 18

improve your financial, human resources, electronic mail, and other business systems. We work with the leading ERP systems, including the latest versions of the Oracle and PeopleSoft applications: General Ledger Project Costing Accounts Payable Human Resources Accounts Receivable Payroll Purchasing Benefits Asset Management Compensation

ICICI Prudential Life Insurance Company Limited

ICICI Prudential life Insurance Company Limited was incorporated on 20th July 2000.The authorized capital of the company is Rs.2300 million and the paid up capital is Rs.1500 million. The company is joint venture of ICICI (74%) and UK based company Prudential Plc (26%). The company was granted certificate of registration for carrying business, by Insurance Regulatory and Development Authority on 24th November 2000. It commenced commercial operation from 19th December 2000 and becoming a leading private sector life insurance company.

ICICI Lombard General Insurance Company

ICICI Lombard General Insurance Company Limited is a 74:26 joint venture between ICICI Bank Limited and Canada based Fairfax Financial Holdings Limited. ICICI Bank is India's second largest bank, while Fairfax Financial Holdings is a diversified financial corporate engaged in general insurance, reinsurance, insurance claims management and Investment management. Lombard Canada Ltd, a group company of Fairfax Financial Holdings Limited, is one of Canada's oldest property and casualty insurers. ICICI Lombard General Insurance Company received regulatory approvals to commence general insurance business in August 2000.

Retail Segment of ICICI Lombard General Insurance:

ICICI Lombard's Retail Segment consists of personal insurance products - Health, Home, Motor and Travel insurances. 19

Health Insurance ICICI Lombard is known to be a pioneer in introducing innovative concepts in the Indian health Insurance sector. Be it the floater concept, the critical illness cover or the tax gain policy, all these were first introduced by ICICI Lombard. It was also one of the first general insurance companies in India to have a robust online system in place for buying and renewing policies. Home Insurance Home Insurance is actually one of the most neglected areas in the general insurance category. Simply, because people in general, especially in India, do not give much importance to it. The Home Insurance Policy offered by ICICI Lombard covers both the structure and the contents of the house. Motor Insurance As Motor Insurance is mandatory in India and is governed by the Motor Tariff Act, the policies offered by various companies are more or less the same. There is not much room for innovation in this category. ICICI Lombard too offers Car Insurance and Two Wheeler Insurance. They are known to offer one of the best rates in the market. Travel Insurance Travel insurance is one of the most prominent sector of general insurance, especially overseas travel insurance and student medical insurance. The Overseas Travel Plans and Student Medical Plans offered cover medical and non-medical expenses, including compensation for flights hijacked and pre existing diseases in case of emergency. They charge on a per day basis if the travel is more than 7 days.

NRI Services
ICICI Lombard has developed insurance policies for Non-resident Indians that can be bought, renewed and tracked online. Parents' Health Insurance covers hospitalization and medical expenses incurred by parents of the policyholder in India. For parents' travelling outside India, ICICI Lombard offers a Parents' Overseas Travel Insurance policy.

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ICICI GROUP

ICICI VENTURE
ICICI Venture is the largest and one of the most successful private equity and Venture capital management companies in India with aggregate funds under Management in excess of USD 2 billion. ICICI Venture is a subsidiary of ICICI Bank. Over the years, ICICI Venture has built an enviable portfolio of companies in the sectors of information technology, pharmaceuticals, biotechnology, media and retail thereby delivering value consistently to its investors.

ICICI SECURITIES Indias Leading Investment Bank

ICICI Securities Limited is Indias leading full service investment bank with a Dominant position in all segments of its operations - Corporate Finance, Fixed Income and Equities. It is a subsidiary of ICICI Bank, the largest private sector bank in India and operates out of Mumbai with offices in New Delhi, Chennai, Kolkata, New York, London and Singapore. Under the leadership of Mr. S.Mukherji, Managing Director and CEO, ICICI Securities continues to grow as reflected in its performance over the past couple of years.

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The Corporate Finance team has consistently been among the top players in Mergers and Aquisitions and fund raising from domestic and international capital markets. The Equities team is a major Indian brokerage house and its research covers over 90% of censex market capitalization. The bond research of the Fixed Income team is a benchmark for the industry.

PRUDENTIAL ICICI
Prudential ICICI Asset Management Company enjoys the strong parentage of Prudential plc, one of UK's largest players in the insurance & fund management sectors and ICICI Bank, a well-known and trusted name in financial services in India. Prudential ICICI Asset Management Company, in a span of just over eight years, has forged a position of pre-eminence in the Indian Mutual Fund industry as one of the largest asset management companies in the country with assets under management of Rs. 4062.34 crores (as of March 31, 2011).

PRUDENTIAL LIFE INSURANCE

India's Number One private life insurer, ICICI Prudential Life Insurance Company is a joint venture between ICICI Bank-one of India's foremost financial services companies-and Prudential plc- a leading international financial services group headquartered in the United Kingdom. Total assets under management of 272.74 billion pound(as of march 2011). We began our operations in December 2000 after receiving approval from Insurance Regulatory Development Authority (IRDA). Today, our nationwide team comprises nearly 120,000 insurance advisors, 18 banc assurance partners and 200 corporate agent tie-ups. ICICI Prudential was the first life insurer in India to receive a National Insurer Financial Strength rating of AAA (Industry) from Fitch ratings. For three years in a row, ICICI Prudential has been voted as India's Most Trusted Private Life Insurer, by The Economic Times - AC Nielsen ORG marg survey of 'Most Trusted Brands'.

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ICICI LOMBARD
ICICI Lombard General Insurance Company Limited is a 74:26 joint venture between ICICI Bank Limited and the US-based $ 26 billion Fairfax Financial Holdings Limited. ICICI Bank is India's second largest bank, while Fairfax Financial Holdings is a diversified financial corporate engaged in general insurance, reinsurance, insurance claims management and investment management. Lombard Canada Ltd, a group company of Fairfax Financial Holdings Limited, is one of Canada's oldest property and casualty insurers. ICICI Lombard General Insurance Company received regulatory approvals to commence general insurance business in August 2001.Total assets of ICICI Lombard is 91 billion US$ (as on 31st march 2012). ICICI Lombard General Insurance Company Limited is a 74:26 joint venture between ICICI Bank Limited and Canada based Fairfax Financial Holdings Limited.

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Technology Used in ICICI Bank

In the era of globalization each and every sector faced the stiff competition from their rivals. And world also converted into the flat from the globe. After the policy of liberalization and RBI initiatives to take the step for the private sector banks, more and more changes are taking the part into it. And there are create competition between the private sector banks and public sector bank. Private sector banks are today used the latest technology for the different transaction of day to day banking life. As we know that Information Technology plays the vital role in the each and every industries and gives the optimum return from the limited resources. Banks are service industries and today IT gives the innovative Technology application to Banking industries. ICICI BANK is the leader in the industries and today IT and ICICI BANK together combined they reached the sky. Today there are different channels are available for the banking transactions. We can see that the how technology gives the best results in the below diagram. There are drastically changes seen in the use of Internet banking, in a year 2001 (2%) and in the year 2008 (25%). These type of technology gives the freedom to retail customers.

Centralized Processing Units Electronic Straight Through Processing Data Warehousing, CRM Innovative Technology Application

Derived Economies of Scale Reduced Transaction Cost Improve cost efficiency, Cross sell Provide new or superior products

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ICICI Bank Product & Customer Segment:

PERSONAL BANKING Loan Product Auto Loan Loan Against Security Loan Against Property Personal loan Credit card 2-wheeler loan Commercial vehicles finance Home loans Retail business banking Tractor loan Working Capital Finance Construction Equipment Finance Health Care Finance Education Loan Gold Loan Cards Credit Card Debit Card Prepaid Card Deposit Product Saving a/c Current a/c Fixed deposit Demat a/c Safe Deposit Lockers Investment & Insurance Mutual Fund Bonds Knowledge Centre Insurance General and Health Insurance Equity and Derivatives Mudra Gold Bar

Payment Services Net Safe Merchant Prepaid Refill Bill pay Visa Bill pay Instant Pay Direct Pay VisaMoney Transfer eMonies Electronic Funds Transfer Online Payment of Direct Tax

Access To Bank Net Banking One View Insta Alert Mobile Banking ATM Phone Banking Email Statements Branch Network

-------------------------------Forex Services ------------------------------- Product & Services Trade Services Forex service Branch Locater RBI Guidelines

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26

WHOLESALE BANKING Corporate Funded Services Small and Medium Enterprises Funded Services Non Funded Services Specialized Services Value added services Internet Banking Financial Institutions and Trusts BANKS Clearing Sub-Membership RTGS sub membership Fund Transfer ATM Tie-ups Corporate Salary a/c Tax Collection Financial Institutions Mutual Funds Stock Brokers Insurance Companies Commodities Business Trusts NRI SERVICES Accounts & Deposits Rupee Saving a/c Rupee Current a/c Rupee Fixed Deposits Foreign Currency Deposits Accounts for Returning Indians UK Europe South East Asia Middle East Africa Others Quick remit IndiaLink Cheque LockBox Telegraphic/ Wire Transfer Funds Transfer Cheques/DDs/TCs Investment & Insurances Mutual Funds Insurance Private Banking Portfolio Investment Scheme 27 Home Loans Loans Against Securities Loans Against Deposits Gold Credit Card Loans Remittances North America

Non Funded Services Value Added Services Internet Banking

Payment Services Net Safe Bill Pay Insta Pay Direct Pay Visa Money Online Donation

Access To Bank Net Banking One View Insta Alert ATM Phone Banking Email Statements Branch Network

PRODUCT
ICICI Bank offers wide variety of Deposit Products to suit your requirements. Coumpled 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 deposit products and provide your details online and our representative will contact you for Account Opening. SAVING ACCOUNTS ICICI Bank offers you a power packed Savings Account with a host of convenient features and banking channels to transact through. SENIOR CITIZEN SERVICES We understand that as you reach the age to retire, you do have certain concerns whether your hard earned money is safe and secure whether your investments give you the kind of returns that you need. That's why we have an ideal Banking Service for those who are 60 years and above. YOUNG STARS It's really important to help children learn the value of finances and money management at an early age. Banking is a serious business, but we make banking a pleasure and at the same time children learn how to manage their personal finances. FIXED DEPOSITS Safety, Flexibility, Liquidity and Returns!!!! A combination of unbeatable 28

features of the Fixed Deposit from ICICI Bank. RECURRING DEPOSITS When expenses are high, you may not have adequate funds to make big investments. But simply going ahead without saving for the future is not an option for you. Through ICICI Bank Recurring Deposit you can invest small amounts of money every month that ends up with a large saving on maturity. HOME LOAN The No. 1 Home Loans Provider in the country, ICICI Bank Home Loans offers some unbeatable benefits to its customers - Doorstep Service, Simplified Documentation and Guidance throughout the Process. PERSONAL LOANS If you're looking for a personal loan that's easy to get, your search ends here. ICICI Bank Personal Loans are easy to get and absolutely hassle free. With minimum documentation you can now secure a loan for an amount up to Rs. 15 lakhs. CAR LOAN The NO 1 financier for car loans in the country. Network of more than 1500 channel partners in over 780 locations. Tie-ups with all leading automobile manufacturers to ensure the best deals. COMMERCIAL VEHICLE LOANS Range of services on existing loans & extended products like funding of new vehicles, refinance on used vehicles, balance transfer on high cost loans, top up on existing loans, Extend product, working capital loans & other banking products. TWO WHEELER LOANS Avail attractive schemes at competitive interest rates from the No 1 Financier for Two Wheeler Loans in the country. Finance facility up to 90% of

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the On Road Cost of the vehicle, repayable in convenient repayment options and comfortable tenors from 6 months to 36 months. FARM EQUIPMENT LOANS Preferred financier for almost all leading tractor manufacturers in the country. Flexible repayment options in tandem with the farmer's seasonal liquidity. Monthly, Quarterly and Half-yearly repayment patterns to choose from. Comfortable repayment tenures from 1 year to 9 years. CREDIT CARDS ICICI Bank Credit Cards give you the facility of cash, convenience and a range of benefits, anywhere in the world. These benefits range from life time free cards, Insurance benefits, global emergency assistance service, discounts, utility payments, travel discounts and much more. DEBIT CARDS The ICICI Bank Debit Card is a revolutionary form of cash that allows customers to access their bank account around the clock, around the world. TRAVEL CARDS Presenting ICICI Bank Travel Card. The Hassle Free way to Travel the world. Traveling with US Dollar, Euro, Pound Sterling or Swiss Francs; Looking for security and convenience; take ICICI Bank Travel Card. Issued in duplicate. Offers the Pin based security. PRE PAID CARDS ICICI Bank brings to you a complete bouquet of pre-paid cards providing payment solutions at your fingertips. ICICI Bank pre-paid cards are a safe & convenient way for associate payments, disbursements, gifting & small ticket transactions. Pre-paid cards are available on a VISA platform thus providing accessibility to over one lakh merchant establishments & cash withdrawal from all VISA ATMs in India.

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INVESTMENTS
At ICICI Bank, we care about all your needs. Along with Deposit products and Loan offerings, ICICI Bank assists you to manage your finances by providing various investment options ranging from ICICI Bank Tax Saving Bonds to Equity Investments through Initial Public Offers and Investment in Pure Gold. ICICI Bank facilitates following investment products: ICICI Bank Tax Saving Bonds Government of India Bonds Investment in Mutual Funds Initial Public Offers by Corporate Investment in "Pure Gold" Foreign Exchange Services Senior Citizens Savings Scheme, 2004 You can invest in above products through any of our branches. For select products ICICI Bank also provides the ease of investing through electronic channels like ATMs and Internet (ICICIdirect.com) ICICI Bank Bonds All ICICI Bank Bonds have been rated "AAA" by CARE and "LAAA" by ICRA indicating the highest degree of safety for your money All Investment in ICICI Bank Tax Saving Bonds issued up to March 2005 are eligible for tax rebate under Sec 88 to the full extent possible Bonds are listed on BSE, NSE GOI Bonds 8% Savings Bonds (Taxable), 2003 Low risk. Reasonable investment tenure. Nomination facility available. Cannot be traded in secondary market. Interest income taxable.

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Mutual Funds Mutual Funds pool money of various investors to purchase a wide variety of securities while pursuing a specific goal. Selection of Securities for the purpose is done by specialists from the field. Returns generated are distributed to the Investors. Mutual Fund Companies offer various schemes. Investors can choose any particular Fund/Scheme or mix of Funds/Schemes depending upon their perception towards risk. IPO You can invest in IPOs online through www.icicidirect.com with same convenience of investing in equities - hassle-free and with zero paper work. Also, get in-depth analyses of new IPOs issues (Initial Public Offerings) which are about to hit the market. IPO calendar, recent IPO listings, prospectus/offer documents and live prices will help you keep on top of the IPO markets. ICICI Bank Pure Gold Gold has been traditionally the most favored form of investment for Indians. In fact, India, even today is amongst the highest consumers of Gold in the world. ICICI Bank with its `Pure Gold' offer attempts to bridge the gap between the need of the customers for buying gold and availability of an organized avenue to satisfy that need, by taking care of the two key components - Reliability and Convenience. Reliability 24 Carat ICICI Bank Pure Gold is imported from Switzerland. This Gold carries a 99.99% Assay Certification, signifying highest level of purity, as per international standards. Convenience ICICI Bank Pure Gold is competitively priced based on daily prices in the international bullion market. Currently, gold is available in 2.5g, 5g, 8g, 20g and 50g categories. FOREX Services ICICI Bank's Foreign Exchange Services will help you organize your foreign exchange in the most hassle free manner. Whether its Foreign Currency, Travelers Cheques or Travel Card, ICICI Bank Foreign Exchange Services is a one-stop solution to your foreign exchange requirement. 32

S.W.O.T. analysis of ICICI BANK

Introduction to SWOT Analysis
The overall evaluation of the companys Strength, Weakness,

Opportunities and Threats is called as SWOT Analysis. The external environment analysis of any business will give you the opportunities and threats facing the business. The external environment consists of two parts: 1) Macro Environment: Demographic, Economic, Technology, Politicallegal, Socio-cultural 2) Micro Environment: Customers, Competition, Distributors, Suppliers. The Internal Environment Analysis will give you the strength and weakness of the business. STRENGTHS Right strategy for the right products. Superior customer service vs. Some gaps in range for certain sectors.

WEAKNESSES

competitors. Great Brand Image Products accreditations. High degree of have required

Customer training.

service

staff

need

Processes and systems, etc

customer Management cover insufficient.

satisfaction. Good place to work Lower response time with efficient and effective service. Dedicated workforce aiming at making a long-term career in the field.

Sector growth is constrained by low unemployment levels and competition for staff

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OPPORTUNITY

THREATS

Profit margins will be good. Could extend to overseas broadly. New specialist applications. Could seek better customer deals. Fast-track career

Legislation could impact. Great risk involved Very high competition prevailing in the industry.

development Vulnerable to reactive attack by major competitors opportunities on an industry-wide basis.

Lack of infrastructure in rural areas could constrain investment.

An applied research centre to create opportunities for developing techniques to provide added-value services.

High volume/low cost market is intensely competitive.

OPPORTUNITY MATRIX
A Marketing opportunity is an area of interest in which a company can perform profitably. An opportunity can take many forms. Some of them are: 1) 2) 3) Buying process made easy- Internet shopping Meet the information needs of the customers in a better way. A company can customize the product which was originally offered in standard.

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The opportunities that fall under the first quadrant are higher on the side of success probability and also on the attractiveness, so the company should tap those opportunities as early as possible. The opportunities falling under the second quadrant should be tapped only after the success of the opportunities in the first quadrant. Although the success probability is on the lower side still the attractiveness is on the higher side. The opportunities in the third quadrant are less important as compared to the opportunities in the first and second quadrant. Although the attractiveness is on the lower side but the success probabilities of these opportunities are on the higher side. The opportunities in the fourth quadrant are negligible as the success probability and attractiveness both are on the lower side.

THREAT MATRIX
An Environmental Threat is a challenge posed by an unfavourable trend or development. In the absence of any defensive marketing action these threats may lead to deterioration in sales and indirectly in the profits of the company.

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The Threats falling under the first quadrant are harmful to the progress of the firm. Their occurrence probability and also the seriousness is on the higher side. Therefore the company should take immediate actions against these threats. The Threats falling under the second quadrant are also very harmful as their seriousness of these threats is on the higher side, although the probability occurrence is on the lower side. The Threats coming under the third quadrant are less serious as compared to the threats in the first and second quadrant. The company should keep a backup plans for these threats as this can also affect the profitability of the company. The Threats under the fourth quadrant are negligible as the probability occurrence and seriousness both are on the lower side of the matrix.

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STRENGHTS
1) Online Services: ICICI Bank provides online services of all its banking facilities. It also provides D-Mart account facilities on-line, so a person can access his account from anywhere he is. 2) Advanced Infrastructure: Branches of ICICI Bank are well equipped with advanced technology to provide the customers with taster banking services. 3) 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. 4) 12 hrs. Banking services: Compared to other bank ICICI bank provides long hrs. of services i.e. 8-8 services to the customers. This service is one of its kind & is very helpful for the customers who are in urgent need of money. 5) Other Facilities to the Customers & Employees: ICICI Bank also provides other facilities like drinking water facilities, proper sitting arrangements to the customers. 6) Late night ATM services: ICICI bank provides late night ATM services to the customers. The ATM centers of ICICI bank works even after 11:00pm. at night in certain branch.

WEAKNESSES
1) High Bank Service Charges: ICICI bank charges highly to customers for the services provided by them when compared to other bank & thats why it is only in the reach of higher class of society. 2) Less Credit Period: ICICI bank provides credit facilities but only upto limited period. Even when the credit period is not over it sends reminder letters to the customers which may annoy them.

37

OPPORTUNITIES
1) BankInsurance 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. 2) Increase in percentage of Returns on increase: The bank should provide higher returns on deposits in comparison of the present situation. These will also upto large extent help the bank earn profits & popularity. 3) Recruit professionally guided students: Bank & Insurance is a special non-aid course where the students specialize in the functioning & services of the bank & also are knowledge about various tax policies. 4) Associate with social cause: The bank can also associate itself with social causes like providing relief aid patients, funding towards natural calamities. But this falls in the 4th quadrant so the bank should neglect it.

THREATS
1) Competition: ICICI Bank is facing tight competition locally as well as internationally. Bank like CITI Bank, HSBC, ABM, Standard Chartered, HDFC also provide equivalent facilities like ICICI do and also ICICI do not have consistency in its international operation. 2) 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 confidential information of the customers can be leaked easily through the e-mail ids. 3) Decentralized Management: Each branch manager is given the authority of taking decisions in their respective branches. The decisions made by different managers are diverse and any one wrong decision can laid to heavy losses to the bank.

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RESEARCH METHODOLOGY
Data Collection Techniques:
This project consists of two parts. The first part is a study of the banking industry, ICICI Bank using secondary data sources. This secondary information has been sourced from the internet and from business related magazines and newspapers. The second part of the study has been done using an exploratory research process and a structured questionnaire was developed for this purpose. For the collection of primary data this was the only method used. Sample Design: The population considered for the purpose of the survey was people residing in Udaipur. Sampling Technique Used: Since the information required was not of a very technical nature and also looking at the scope of the project and the extent of the target segment, the sampling technique employed was Convenience Sampling. I administered the questionnaires. Sample Size: I have restricted the sample size to 100 respondents. This was done keeping in mind the time constraints and the fact that I felt that this number would be enough to serve the information needs required to show the trends. Customer Satisfaction: Customer satisfaction is equivalent to making sure that product and service performance meets customer expectations. It is the perception of the customer that the outcome of a business transaction is equal to or greater than his/her expectation. Customer satisfaction occurs when the acquisition of products and /or services provides a minimum negative departure from

39

expectations when compared with other acquisitions and when the marginal utility of a transaction is equal to or greater than preceding acquisitions. Customer satisfaction occurs when the perception of the reward from the purchase of goods or services by the customer meets or exceeds his/her perceived sacrifice. The perception is a consequence of matching past purchase and consumption experience with the current purchase. Customer Service and Satisfaction: When we talk about customer service and/or satisfaction, we talk about creativity. Creativity allows us to handle or diffuse problems at hand or later on rather in the process of conducting the everyday business. We talk about how, or what, does the organization have to do to gain not only the sale but also the loyalty of the customer. We want to know the payoff of the transaction both in the short and long term. We want to know what our customers Want? We want to know if our customers are satisfied. Satisfaction, Of course, means that what we delivered to a customer met the customers Approval. We must understand customer expectation levels concerning quality. We must also understand the strategy for customer service quality, and next we must understand the measurement and feedback cycles of Customer satisfaction. There are at least three levels of customer expectations about quality: Level 1. Expectations are very simple and take the form of assumptions, must have, or take it for granted. For example, I expect the airline to be able to take off, fly to my destination, and land safely. I expect to get the correct blood for my blood transfusion and I expect the bank to deposit my money to my account and to keep a correct tally for me. Level 2. Expectations are a step higher than that of level 1 and they require some form of satisfaction through meeting the requirements and/or specifications. For example, I expect to be treated courteously by all airline personnel. I went to the hospital expecting to have my hernia repaired, to be in some pain after it was done, to be out on the same day, and to receive a correct bill. And I went to the bank expecting the bank teller to be friendly, informative, and helpful with my transactions. 40

Level 3. Expectations are much higher than for levels 1 and 2. Level 3 requires some kind of delightfulness or a service that is so good that it attracts me to it. For example, an airline gives passengers traveling coach class the same superior food service that other airlines provide only for firstclass passengers. In fact, I once took a flight where the flight attendant actually baked cookies for us right there on the plane. When I went to the hospital, I expected staff to treat me with respect and they carefully explained things to me. But I was surprised when they called me at home the next day to find out how I was doing. And at my house closing, the bank officer, representing the bank holding my mortgage, not only treated me with respect and answered all my questions about my new mortgage, but just before we shook hands to close the deal, he gave me a house warming gift. Customer satisfaction surveys help to: Improve customer, client, or employee loyalty. React quickly to changes in the market. Identify and capitalize on opportunities. Beat the competition. Retain or gain market share.

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COMPANYS EFFORT TO ENSURE SATISFACTION OF CUSTOMERS

Objectives of ICICI Promote good and fair banking practices by setting minimum standards in dealing with you Increase transparency so that you can have a better understanding of what you can reasonably expect of the services; Encourage market forces, through competition, to achieve higher operating standards; Promote a fair and cordial relationship between you and your bank; Foster confidence in the banking system To Help You To Understand How Our Financial Products And Services Work By: Giving you information about them in any one or more of the following languages: Hindi, English or the appropriate local language. Ensuring that our advertising and promotional literature is clear and not misleading Ensuring that you are given clear information about our products and services, the terms and conditions and the interest rates/service charges, which apply to them. Giving you information on what are the benefits to you, how you can avail of the benefits, what are their financial implications and whom you can contact for addressing you queries . To Help You Use Your Account Or Service By: Providing you regular appropriate updates.

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 Keeping you informed about changes in the interest rates, charges or terms and conditions. Information You can get information on interest rates, common fees and charges through any one of the following: Looking at the notices in our branches ; Phoning our branches or help-lines; Looking on our website; Asking our designated staff/help desk ;or Referring to the service guide/Tariff Schedule. Before You Become a Customer we will: give you clear information explaining the key features of the services and products you tell us you are interested in; give you information on any type of products and services which we offer and that may suit your needs; tell you if we offer products and services in more than one way . Advertising, Marketing and Sales We will make sure that all advertising and promotional material is clear, and not misleading. In any advertising in any media and promotional literature that draws attention to banking service or product and includes a reference to an interest rate, we will also indicate whether other fees and charges will apply and that full details of the relevant terms and conditions are available on request. If we avail of the services of third parties for providing support services, we will require that such third parties handle your personal information (if 43

any available to such third parties) with the same degree of confidentiality and security as we would. We may, from time to time, communicate to you various features of our products availed by you. Information about our other products or promotional offers in respect of our products/services, will be conveyed to you only if you have given your consent to receive such information/ service either by mail or by registering for the same on our website or on our phone banking/customer service number. We have prescribed a code of conduct for our Direct Selling Agencies (DSAs) whose services we may avail to market our products/ services which amongst other matters requires them to identify themselves when they approach you for selling our products personally or through phone. In the event of receipt of any complaint from you that our representative/courier or DSA has engaged in any improper conduct or acted in violation of this Code, we shall take appropriate steps to investigate and to handle the complaint and to make good the loss. Privacy and Confidentiality We will treat all your personal information as private and confidential [even when you are no longer a customer], and shall be guided by the following principles and policies.

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DATA ANALYSIS
1. Which of the following attributes compelled you most to open saving account in any bank?

2.

Which type of service prefers the most by you?

3.

Which of the following banks do you have account?

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4. 5.

What type of account do you have in bank? How many services offered by your banks have been used by you?

6.

How would you know about these services?

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7.

What the people think about the Banks?

8.

What a respondent see in purchase of new plan from Banks?

9.

Is ICICI Bank Provide better facilities than SBI & HDFC Bank?

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10.

Do you know what type of value added services provide by ICICI BANKS?

11.

How would you rate product offered ICICI Bank than other? Very Good Good 4 Moderate 3 Less 2 Poor 1

Rating

12.

How would you rate product service / product vs. cost by ICICI Bank?

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13.

How would you divide 100 points on the basis of service provide by ICICI Bank?

14.

How would you rate services offered by ICICI Bank?

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COMPARISON OF ICICI WITH SBI

ICICI bank is the largest private sector bank in India and the second largest commercial bank in India. It has branches all over India and even in smaller towns in South India after the takeover of Bank of Madurai. The bank also has foreign subsidiaries like ICICI bank, Canada in Canada, Britain and Russia, representative offices in USA, China, UAE, Bangladesh, South Africa and branches in Bahrain, Singapore . It offers a platform for online share trading through ICICI Direct and insurance services - ICICI Prudential. NRI services include money transfer through Money2India, which offer better foreign exchange rates for lower amounts compared to other services. Like most private sector banks, all ICICI bank branches in India are networked. You can access your account from any ICICI bank branch in India. Anyone can also deposit cash/local cheque in your account at any branch of ICICI bank. Also they have very convenient bank timings and are open for 12 hours from 8.00 am to 8 pm from Monday to Saturday. When you deposit a cheque at their branch, they will readily give you a stamped acknowledgement for deposit. You can only deposit cash in your own account at the ATM, for depositing cash into a third party account, you have to visit the branch. Since ICICI bank was established after 1991 it offers online banking where you can check the balance in your account any time. The interface for savings accounts is much better and user friendly compared to that for their roaming current account. However, unlike other banks like HDFC bank, their online bank statement does not indicate the branch at which the amount is deposited. The information is available in the email statement sent to you the next day. You have to contact phone banking, enter CRN and TPIN, during working hours to get this information. Very often, the system is slow, so you have to hold on for 10 minutes. 50

 For savings account, up to 3 cash deposits per quarter (3 months) at the non base branch can be made at no cost. For additional cash deposits, the bank charges the recipient Rs 100 (+ service tax) per deposit, irrespective of the amount deposited. When the bank implemented this change, the ICICI bank customers were not informed about the revision in the charges. Many of the ICICI bank customers are salary account holders, who are forced by their employers to open an account with ICICI bank to receive their salary. The account is opened at a branch which is convenient for the employer, but extremely inconvenient for the employee. They have discontinued the auto sweep-in facility (earlier called Quantum Optima), where the amount in savings accounts was automatically converted into a fixed deposit, if it exceeded Rs 15000. With the decline in interest rates for loans, providing this facility is no longer profitable for the bank. Making a new Fixed Deposit with ICICI bank for current accounts is extremely time consuming, especially when compared to HDFC bank. They will insist that you withdraw cash from your account for making the FD. Since withdrawals of amounts more than Rs 25000 are subject to cash withdrawal tax, for larger amounts, you will have to split the fixed deposit and visit the branch on 2 different days.

(SBI) is the largest public sector bank in India

SBI has branches and ATMs all over India. State Bank of Hyderabad, State Bank of Patiala, State Bank of Saurashtra, State Bank of Bikaner and Jaipur, State Bank of Indore, State Bank of Mysore and State Bank of Travancore are the seven subsidary banks of SBI. As of March 2006, SBI holding in these banks varies from 74% to 100%, but is likely to decrease in future. SBI has one of the largest network of ATMs in the Asia Pacific region. You can open a public provident fund (PPF) account at any State Bank of India branch. PPF accounts are one of the few savings instruments

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which offer a high tax free interest rate of 8% per year. All deposits made on or before 5th of a month earn interest for the entire month. If you know an agent who is registered with that particular branch of State Bank, he will pay you back, a part of the commission he receives from the bank. So you can get back 0.5% - 0.6% of the amount deposited immediately by cash. The minimum amount that can be invested in one year is Rs 500 and maximum amount is Rs 70000. This investment has a lock in period of 15 years. No withdrawals are allow till 6 years after account opening and one withdrawal is allowed per year there after. It offers rebate under section 80C and the interest is tax free under section 10C. For cash withdrawals, you can either use a withdrawal slip or cheque. If an account is inactive for a long time, State Bank of India does not charge any fee for reactivation. State Bank of India has increase home loan interest rates by 25-75 basis points. Also no fixed rate loans will be available for periods more than 10 years. These changes have come into effect from March 1, 2006. SBI Railway Visa Card allows booking of railway tickets online at the Indian Railways website at zero transaction charges. Users of this credit card can get back up to 10% of ticket fare as railway points. These points can be redeemed later, like frequent flyer miles offered by airlines. State Bank of India is the largest issuer of debit cards (Maestro) in India State Bank customers who have to wait a long time to process a bank transaction can register their complaint through a touch screen device for customer feedback service at the branch. State Bank of India has 52 foreign offices in 34 countries including Australia, UK, USA, Canada, Bahrain, Nigeria, Bangladesh, Nepal, and Bhutan Sri Lanka. These are useful for foreign trade transactions like opening of Letter of Credit.

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COMPETITIVE SWOT ANALYSIS WITH ICICI BANK

STRENGTHS O P P O R T U N I T I E S T H R E A T S WEAKNESSES W O Strategies S O Strategies Strength: Large Capital base. Opportunity: Market Expansion. Strategy: Deep Penetration into Rural Market. Weakness: Workforce Responsiveness. Opportunity: Outsourcing of Non Core Business. Strategy: Outsource Customer Care & other E-Helps. W T Strategies Weakness: Not Equal to International Standards. Threat: Entry of many Foreign Banks. Strategy: Consider additional Benefits

S T Strategies Strength: Low operating costs Threat: Increased Competition from others Pvt. Banks. Strategy: Steps to Ensure Loyalty by old Customers.

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FINDINGS, SUGGESTIONS & CONCLUSIONS

FINDINGS
1. It was found from the study that bank believes in quality service rather than quantity of service. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11. The officials employed are very much enthusiastic about their job. The officials try to make best relation with the customers. There is separate counter for NRI services. The limit of cash vault is Rs. 10, 00,000 for a day. The registers and files are maintained on a daily basis. The registers are maintained in a well organized manner. The marketing strategy of the bank is very attractive. The bank always tries to attract customers with innovative offers. The bank is very keen to implement 5's plan in all its branch. ICICI and SBI credit deposit ratio is on the side though ICICI banks show a little decreasing trend to the extend of 2.24 % Over mar 2007 _ mar 2008. 12. 13. 14. Both the bank investment deposit ratio is on the declining trend Both the banks has shown better utilization of cash portfolio ICICI bank Interest expences to interest earned remains the same Over 2 Years whereas SBI shows reduction. 15. 16. Other Income ratio remains fluctuation in both the banks. Operating expences to total income shows a decreasing trend in ICICI bank whereas it was on the rising side in SBI.

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17.

Interest income to total funds shows rising mode in ICICI whereas In SBI more or less it remains at the level; the ratio of interest expenses to total funds shows an increase in Value in ICICI Bank whereas in SBI interest expences shows a Rising mode. 18. The ratio of Non Interest income remains the same for ICICI for The past 2 Years whereas in SBI at shows a decline.

18.

The stock witness some selling pressure in the coming days in ICICI Bank.

SUGGESTIONS
Best play in a buoyant environment - Favorable macro, buoyant market related revenues and a benign environment for asset quality. 1. ICICI as a player focused on maintaining and /or improving Market share in key business segments, particularly retail lending Will, in our view, benefit immensely form a positive operating Environment. 2. ICICI is viewed as it is benefited from the pro cyclicality effect of the economic cycle as its borrowers in the legacy project financing Activity witnessed their debt servicing ability increasing considerably. 3. Market related revenue is believed to contribute 14% - 15% to ICICI Bank operating revenues and have boosted its pre-provision ROAA. Buoyant environment to sustain the contribution from market -related revenues is expected and hence the operating profitability. 4. Pricing power in consumer financing segment profitability against potential shocks. 5. ICICI Bank enjoys a dominant market position across customer Categories in retail lending. The strong market position and robust Demand for consumer financing vests significant pricing power . 6. Strong pricing power and a balance sheet that is significantly biased towards retail lending buffers ICICI Bank profitability from Potential shocks in the bank's funding cost. 55

7.

ICICI Bank has an adverse mismatch profile between assets and Liabilities. High volatility in interest rates could adversely effect Profitability in the short term; however, as the back book gets Reprised at new lending rates upon maturity, the bank's NIM will Likely show improvement.

8.

Business is believed in creating wealth for its shareholders through market Share gains, increasing penetration of life insurance and improving operating efficiency.

9.

The asset management and venture capital fund of ICIC Bank makes a negligible contribution currently; however, these businesses is believed to hold significant upside potential as they achieve scale Economies.

CONCLUSION
Thus, ICICI has been able to use technology to provide value-added service to its customers during the last few years. For ICICI, technology is an integral part of their business. However, their overall progress could have been smoother but for certain internal and extraneous factors and also a pressure on spreads due to a competitive market. E-banking has become a necessary survival weapon and is fundamentally changing the banking industry worldwide. Today, the click of the mouse offers customers banking services at a much lower cost and also empowers them with unprecedented freedom in choosing vendors for their financial service needs. No country today has a choicewhether to implement E-banking or not given the global and competitive nature of the economy. ICICI have top grade and constantly think of new innovative customized packages and services to remain competitive. The invasion of banking by technology has created an information age and commoditization of banking services. ICICI have come to realize that survival in the new eeconomy depends on delivering some or all of their banking services on the Internet while continuing to support their traditional infrastructure. The rise of ebanking is redefining business relationships and the most successful banks will be those that can truly strengthen their relationship with their customers. Without any doubt, the international scope of E-banking provides new growth

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perspectives and Internet business is a catalyst for new technologies and new business processes.

BIBLIOGRAPHY
www.rbi.org.in www.moneycontrol.com www.nseindia.com www.icicibank.com www.google.com Economic times Business world

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CONFIDENTIAL QUESTIONNAIRE
Dear SIR/MADAM, I am conducting survey on ICICI. I shall be very thankful to give your few minutes to me for answering my few questions below. Name Address : : _________________________________________________ _________________________________________________ _________________________________________________ Male Female

Contact no. : Gender E-mail Id Age Group : : :

_________________________________________________ 18-25 25-35 35-45 45-55 55+

Occupation: Journalist Student Professional Retired Person Technical expert Other, please specify: Income: 1 lakh 1-3 lakhs 3-5 lakhs 5-7 lakhs 7-10 lakhs +10 lakhs

1.

Which of the following attributes compelled you most to open saving account in any bank? (a) ATM cum DEBIT Cards (b) Cheque Book (c) Internet Banking/ Phone Banking (d) Working Hours (e) Value Added Services

2.

Which type of service prefers the most by you? (a) ATM Service (b) Internet Banking (c) Mobile Banking (d) Core Banking

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(e) Retail Banking 3. Which of following banks do you have account? (a) ICICI Bank (b) SBI Bank (c) HDFC Bank (d) Axis Bank (e) Other please specify ___________________ 4. What type of account do you have in bank? (a) Saving Account (b) Current Account (c) Fixed Account (d) NRI Account (e) Other please specify ___________________ 5. How many services offered by your banks? (a) D-Mat Account (b) Mutual Funds (c) e-Instructions (d) LI & GI (e) Digitally Signed Statement 6. How would you know about these services? (a) Advertisements (b) Friends and Relatives (c) Direct Selling Agents (d) Other please specify ___________________ 7. What the people think about the Banks? (a) Necessity for protection security (b) Imposition of a burden of expenses (c) A compulsory tool for SAVING (d) Other please specify ___________________ 8. What a respondent see in purchase of new plan from Banks? (a) Standing and goodwill of the company (b) Product range of the company (c) Advertisement being released by the company

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(d) Services being given by the company 9. Is ICICI Bank Provide better facilities than SBI & HDFC Bank? (a) Yes (b) No (c) Cant Say 10. Do you know what type of value added services provide by ICICI BANKS? (a) Young Star (b) Senior Citizen (c) Prepaid Card (d) Recurring Deposits (e) Others 11. How would you rate product offered ICICI Bank than other? Low 1 2 3 4 5 High 12 How would you rate product service / product vs. cost by ICICI Bank? Low 1 2 3 4 5 High 13. How would you divide 100 points on the basis of service provide by ICICI Bank? (a) Less formality (b) Flexibility (c) Less Documentation (d) Others 14. How would you rate services offered by ICICI Bank? (a) Extremely Satisfied (b) Satisfied (c) Moderate (d) Dissatisfied (e) Extremely Dissatisfied 15. Would you like any recommendation to ICICI Bank? ________________________________________________________ ________________________________________________________ ________________________________________________________

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