ICICI Bank

PROJECT REPORT
ICICI BANK-CUSTOMER SERVICES AND
THEIR PRODUCTS OFFERED BY IT TO THE
CUSTOMERS
SUBMITTED BY-

SUSHANT KRISHNA
REGT. NO.-05XQCM 6101
UNDER THE GUIDANCE OF
PROFESSOR NANDINI VAIDYANATHAN

M.P.BIRLA INSTITUTE OF MANAGEMENT

ASSOCIATE BHARATIYA VIDYA BHAVAN
RACE COURSE ROAD, BANGALORE-560001

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EXECUTIVE SUMMARY
The objective of the study is to identify the effectiveness and efficiency of the
bank in offering its services as well as its products and to make necessary
recommendation to the bank so that it can do better than before in its
business.

Its objective is also to do proper analysis about its functioning and know how
it does business. The research investigation is analytical in nature. We seek
to generate the data for the research analysis through an interview and
available data .And on the basis of that inferences will be drawn
accordingly.

ICICI BANK was found to be popular for its customer friendly services as well
as the facility it provides to the people. It was also found that its employees
are trained enough to handle its customers. Because of all these reasons
ICICI BANK has become very much popular in todays context.

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DECLARATION
I hereby declare that this dissertation titled ICICI BANK- customer
services and their products offered by it to the customers is a bonafide
study and completed under the guidance and supervision of professor.
NANDINI

VAIDYANATHAN,

adjunct

M.P.BIRLA

INSTITUTE

OF

MANAGEMENT, BANGALORE (internal guide).

I further declare that this dissertation is the result of my own efforts and that it
has not been submitted in any other university or institute for the award of a
degree or diploma or any degree or other similar title of recognition.

PLACE-BANGALORE

SUSHANT KRISHNA

DATE-

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PRINCIPAL CERTIFICATE

I hereby declare that this dissertation entitled ICICI BANK customer

services and their products offered by it to the customers has been
prepared by
Mr. SUSHANT KRISHNA under the guidance and supervision of
Professor NANDINI VAIDYANATHAN
Adjunct M.P. BIRLA INSTITUTE OF MANAGEMENT, BANGALORE.
.

Place- BANGALORE
Date-

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Dr. NAGESH MALAVALLI

(PRINCIPAL)

ICICI Bank

GUIDE CERTIFICATE

I hereby declare that this dissertation titled ICICI BANK- customer services
and their products offered by it to the customers is the result of research
work carried out by Mr. SUSHANT KRISHNA under my guidance and
supervision.

PLACE-BANGALORE
Date-

MP Birla Institute of Management

NANDINI VAIDYANATHAN
(INTERNAL GUIDE)

ICICI Bank

ACKNOWLEDGEMENT
I would like to take this opportunity to thank my project guide
Prof: NANDINI VAIDYANATHAN for highlighting certain aspects
that I needed to cover and also in framing the final report.

I am also thankful to certain persons and friends without whose

moral support and suggestion this report would have been incomplete.

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CONTENTS
INDEX
Page

PART-1
1. INDUSTRY PROFILE

1-2

2. COMPANY PROFILE

3-5

3. ABOUT BANK GROUP AND ITS

6-7

DIFFERENT AREAS OF BUSINESS

4. VARIOUS SERVICES AND PRODUCTS OFFERED

8-

26
BY THE BANK TO THE CUSTOMERS
PART-2
5. PROJECT TITLE

27

6. RESEARCH OBJECTIVE

28-

30
PURPOSE OF RESEARCH
PROBLEM STATEMENT
HYPOTHESIS
RESEARCH DESIGN
RESEARCH LIMITATION
RESEARCH TOOL

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7. RESEARCH METHODOLOGY

31-

32
8. DATA INTERPRETATION

33-

44
9. RESEARCH SURVEY FINDINGS

45-

46
10. SUGGESTIONS &RECOMMENDATIONS TO THE BANK4748
11. BIBLIOGRAPHY
12. APPENDIX

49

PART-1

INDUSTRY PROFILE
There are many banks operating in our country. Some of they are public sector banks
some others are private sector banks where as some others are foreign banks.
Among public sector banks state bank of India is the biggest bank. And there are
many other banks like Canara bank, Punjab national bank, Indian bank, Corporation
bank, Allahabad bank, Indian overseas bank and some others. All these banks are
doing very good business all over the country and they have acquired good market
share in the country. They are offering good services and products.
The Indian Banking Industry can be categorized into non-scheduled banks and
scheduled banks. Scheduled banks constitute of commercial banks and cooperative banks. here are about 67,000 branches of Scheduled banks spread
across India. During the first phase of financial there was a nationalization of 14
major banks in 1969. This crucial step led to a shift from Class banking to Mass
banking. Since then the growth of the banking industry in India has been a
continuous process.
As far as the present scenario is concerned the banking industry in India is in a
transition phase. The Public Sector Banks (PSBs), which are the foundation of the
Indian Banking system account for more than 78 per cent of total banking
industry assets.

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The Private Sector Banks are witnessing immense progress. They are leaders in
Internet banking, mobile banking, phone banking, ATMs. On the other hand the
Public Sector Banks are still facing the problem of unhappy employees. There has
been a decrease of 20 percent in the employee strength of the private sector in
the wake of the Voluntary Retirement Schemes (VRS). As far as foreign banks
are concerned they are likely to succeed in India.
Indusland Bank was the first private bank to be set up in India. IDBI, ING Vyasa
Bank, SBI Commercial and International Bank Ltd, Dhanalakshmi Bank Ltd, Karur
Vysya Bank Ltd, Bank of Rajasthan Ltd etc are some Private Sector Banks.

Private banks are operating in our country and they are trying to grab more market
share in the country. They are trying to provide better service to their customers. .
Some foreign banks have also arrived in Indian market and
they are trying to provide better services to customers than others. some of these
banks are- Hsbc bank, American express bank, Standard chartered bank, .ANZ
Grindlays Bank, ABN-AMRO Bank, Citibank etc.

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COMPANY PROFILE
Introduction
ABOUT BANK
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.ICICI Bank has a network of 741 branches
(including 48 extension counters) and over 3300 ATMs in India and presence in
30 International locations. 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.
ICICI Bank currently has subsidiaries in the United Kingdom, Russia and Canada,
branches in Singapore, and in some other countries. ICICI Bank is India's secondlargest 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 currently has subsidiaries in the United Kingdom, Russia and Canada,
branches in Singapore, Bahrain, Hong Kong, Sri Lanka and Dubai International
Finance Centre and representative offices in the United States, United Arab
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ICICI Bank
Emirates, China, South Africa and Bangladesh. ICICI Bank was originally
promoted in 1994 by ICICI Limited, an Indian financial institution, and was its
wholly-owned subsidiary. ICICIs 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 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.
After consideration of various corporate structuring alternatives in the context of
the emerging competitive scenario in the Indian banking industry, and the move
towards universal banking. The managements of ICICI and ICICI Bank formed
the view that the merger of ICICI with ICICI Bank would be the optimal strategic
alternative for both entities, and would create the optimal legal structure for the
ICICI group's universal banking strategy. n the 1990s, ICICI transformed its
business from a development financial institution offering only project finance to
a diversified financial services group offering a wide variety of products and
services, 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.ICICI Bank
currently has subsidiaries in the United Kingdom, Russia and Canada, branches in
Singapore, Bahrain and Hong Kong, SRI Lanka and Dubai International Finance
Centre and representative offices in the United States, United Arab Emirates,
China, South Africa and Bangladesh.
ICICI Bank is the most valuable bank in India in terms of market capitalization.
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 has formulated a Code of Business Conduct and Ethics for its directors and
employees.
At June 5, 2006, ICICI Bank, with free float market capitalization* of about Rs.
480.00 billion (US$ 10.8 billion) ranked third amongst all the companies listed on

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ICICI Bank
the Indian stock exchanges. 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 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 1999, ICICI
become the first Indian company and the first bank or financial institution from nonJapan Asia to be listed on the NYSE.
The managements of ICICI and ICICI Bank formed the view that the
merger of ICICI with ICICI Bank would be the optimal strategic alternative for both
entities .The merger would enhance value for ICICI shareholders through the merged
entity's access to low-cost deposits, greater opportunities for earning fee-based
income and the ability to participate in the payments system and provide transactionbanking services. The merger would enhance value for ICICI Bank shareholders
through a large capital base and scale of operations, seamless access to ICICI strong
corporate relationships built up over five decades, 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 Ahmedabad 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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ICICI Bank

ICICI BANK GROUP

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ICICI Bank

Board Members
Mr. N. Vaghul, Chairman
Mr. Sridar Iyengar
Mr. R.K.Joshi
Mr. Lakshmi N. Mittal
Mr. Narendra Murkumbi
Mr. Anupam Puri
Mr. Vinod Rai
Mr. M.K. Sharma
Mr. P.M. Sinha
Prof. Marti G. Subrahmanyam
Mr. T.S. Vijayan
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ICICI Bank

Mr. V. Prem Watsa

Mr. K.V. Kamath, Managing Director & CEO
Ms. Kalpana Morparia, Joint Managing Director
Ms. Chanda Kochhar, Deputy Managing Director
Dr. Nachiket Mor, Deputy Managing Director
Mr. V. Vaidyanathan, Executive Director

Services Provided by ICICI BankPersonal banking

NRI banking
Corporate banking
Personal Banking
Through Personal banking it offers a variety of services. They are given below.
Deposits
Loans

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ICICI Bank
Investments
Cards
Insurance
Demat services
Online services
Property services
DEPOSITSICICI Bank offers a wide variety of deposit products to suit peoples requirements.
It has networked branches\ATMs and facility of E-channels like internet and mobile
banking.
Savings account
Special savings account
Senior citizen services
Fixed deposit
Easy fixed deposit
Easy receive account
Recurring deposit
Tax saver fixed deposit
Roaming current account
Salary account
Womens account
No frills account
Rural savings account
Peoples savings account

SAVINGS ACCOUNT ICICI Bank offers a variety of savings bank a\c with a host of convenient features
and banking channels to transact. It has some ideal banking services for those persons
who are above 60 years of age. And they have advantages from ICICI Bank which
brings convenience and enjoyment in their life.

FIXED DEPOSITS-ICICI Bank provides a value able and an unbeatable fixed

deposit service to the public. Through its service it ensures safety ,flexibility and also
good returns to the public.
RECURRING DEPOSITS-Through recurring deposits it provides us facility to
invest in small sum of money every month and draw a large sum at maturity. Thus
people enjoys twin advantages.
EASY RECEIVE ACCOUNT-East receive account is an unique account that caters
to the domestic banking needs while offering additional benefits for remittances in the

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ICICI Bank
account.
LOANS
ICICI Bank provides a wide variety of loans to the public to meet their daily
requirements.
Some of they are as follows.
Home loan
Personal loan
Car loan
Two wheeler
Commercial vehicle
Loans against securities
Loan against gold
Farm equipment
Construction equipment
Office equipment
Medical equipment
HOME LOAN
ICICI Bank is no.1 home loan provider in the country. It offers some unbeatable
benefits to its customers like doorstep services.

PERSONAL LOANICICI Bank provides personal loan to its customers which is easy to get and is
absolutely hassle free. The public can get Rs.15 lakh loan with minimum documents.
CAR LOANICICI Bank has also become the countries no. 1 bank in giving car loans. It has tied
up with all the leading automobiles manufacturers to ensure the best deals. It has
flexible schemes and quick processing.

COMMERCIAL VEHICLE LOANIt has services like funding of new vehicles, refinance on used vehicles, balance
transfer on high cost loans top-up on existing loans,
TWO WHEELER LOANSICICI Bank also provides two wheeler loans at competitive interest rates and has also
became the no.1 bank in financing two wheelers loans. It finances 90 percent of the
ON ROAD Cost of the vehicle. And it also provides convenient options and
comfortable tenors from 6 month to 36 months.

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ICICI Bank

FARM EQUIPMENT LOANIt is preferred financiar for all leading tractor manufacturers in the country. Flexible
repayment options in tandem with the farmers seasonal liquidity. It provides easy
repayment patters from 1 year to 9 year.

CARDSICICI Bank offers a variety of cards to suit our different transactional needs. Their
range includes Credit Cards, Debit Cards and Prepaid cards. These cards offer the
customers convenience for their financial transactions like cash withdrawal, shopping
and travel. These cards are widely accepted both in India and abroad.
Details and features of each types of cards are given below.
CREDIT CARDS
DEBIT CARDS
TRAVEL CARDS
PREPAID CARDS
PURCHASE CARDS
BUSINESS CARDS
CREDIT CARDSICICI Bank Credit Cards give the customers 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. Some of the important features of
CREDIT CARDS are as followsBalance transfer facility
Global emergency assistance service
Wide acceptance
Photo card
Self set limit
Cash advance facility

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. The ICICI Bank Debit
Card can be used for shopping at more than 3.5 Lakh merchants in India and 24
million merchants worldwide.

Cashless Spending

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ICICI Bank
This debit card enables instant on-line debit to their ICICI Bank account. Every time
they can swipe their card at restaurants, shops, petrol pumps, multiplexes, etc., the
amount that they have spent is debited to their account
Countrywide Acceptance
Its debit card is accepted at over 3.5 Lakh merchant establishments in India i.e.
restaurants, department stores, grocery stores, petrol pumps, etc. Besides, they can
use it conveniently at more than 3,000 ICICI Bank ATMs and more than 18,000
VISA/MasterCard ATMs all over India
Worldwide Acceptance
Travel the world and enjoy the freedom of using the debit card. This debit card gives
them access to over 24 million shops and 1 million Visa ATMs all over the world
giving them the freedom of payment anywhere in the world.
TRAVEL CARDS
ICICI Bank also provides Travel Cards. 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. Has the convenience of usage of Credit or Debit card.

ICICI Banks travel cards have many benefits. Some of they are given belowEasy purchase
Easy cash withdrawal
Easy shopping
Replacement card
Online account access
Internet transaction
Best exchange rates
Best security features
Emergency medical and travel assistance

PRE-PAID CARDS

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ICICI Bank
ICICI Bank brings to the customers a complete bouquet of pre-paid cards providing
payment solutions at their

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 3.5 Lakh merchant establishments & cash withdrawal from all
VISA ATMs in India.
Pre-Paid cards have three types of cardsAnnuity cards
Pre-direct cards
Easy cash cards

Annuity cards
ICICI Bank along with ICICI Prudential Life Insurance has created a unique offering
for the Annuity Plan holders. Annuity plan holders usually get the annuity paid
through bank cheques. They have made life easier for the customers by introducing
the first card based
Annuity payment program. Annuity payment solution will be managed by ICICI
Bank. ICICI Bank will issue prepaid cards to the Annuity plan holders. The monthly
annuity will be loaded on the prepaid card held by the customer. The customer will be
able to use the ICICI Bank ICICI Prudential Life Annuity Card at the merchant
outlets and all the ICICI Bank ATMs.

EASY CASH CARDSEasy Cash Pre-paid Card is a non-photo card. It is a pre-paid card with magnetic
stripe.
Re-loadable prepaid card: The card will be a pre-paid card with magnetic stripe and
can be loaded in rupees

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ICICI Bank
Minimum balance requirement: There is no minimum balance requirement.
Spending limits: Daily usage of up to Rs.25000 can be done through this card.
24 hour cash withdrawal: The card can be used to withdraw cash and do on-line
POS transactions from any VISA ATM. The VISA ATM can be accessed using 4
digits PIN provided with welcome kit.
Accepted at all visa merchants: The card is accepted by all merchants accepting
VISA electron cards. One can just present the card, sign on charge slip & be debited
for exact amount. The card is free of transaction fee.
Validity: The Card will be valid up to 3 years. Before the end of 3 years, a new card
will be issued to all the active cardholders.
Balance enquiry: The balance on the card can be determined at ICICI Bank ATM or
by calling at ICICI call center

PRE-DIRECT CARDS
Minimum Balance: There is no minimum balance requirement for the Annuity card
Transactions Supported: The Annuity card can be used to withdraw cash and do online POS transactions from any VISA ATM or merchants accepting VISA cards. The
card can be used in India, Nepal and Bhutan.
Spend Limits: You can withdraw upto a maximum of Rs. 25,000/- per day in cash
from ATMs
Prepaid Value: Annuity Card can be loaded in rupees for any amount.
Validity: The card will be valid for a period of ten (10) years. Before the end of three
years a new card will be mailed to your mailing address
Statement: You will receive an e-statement through email to the given e-mail address
once every month.
On-line Account Access: You will get Internet Login Id and password to log into the
system on-line and check on card balance and statements

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ICICI Bank

Cash withdrawal Fee: 3 cash withdrawals will be free at ICICI Bank ATMs per
month. At non-ICICI Bank ATM, the charges will be Rs 30/- per transaction

BUSINESS CARDS
The ICICI Bank Business Card is aimed at SMEs as an enabler for their business.
The Business card is a smart alternative to cheques, cash, and personal credit cards.
With its purchasing convenience, cost savings, available credit, and detailed reporting
facilities, the ICICI Bank Business Credit offers what their business needs to stay on
top.
FEES & CHARGES

Transaction type

Transaction charges

Joining Fee

ZERO

Annual Fee

ZERO

Interest Charge

1.99% Per Month.

Cash withdrawal from 1% of withdrawal amount subject to a

VISA ATM's
Late Payment Charge

minimum of Rs.100
1% of Total Amount Due subject to a
Min of Rs.100 and Max. Rs. 500

INVESTMENT AND INSURANCE

Apart from deposits products and loan offerings ICICI Bank also offers various
investment options that ranges from ICICI Bank tax savings bond to equity

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investments through initial public offer and investment in pure gold . It provides
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
Any investment can be made through any branch of ICICI Bank. It also provides the
ease of investing through electronic channels like ATMs and Internets.
DEMAT SERVICES

ICICI DEMAT service has over 11.5 lakh account holders .It offers following
features to its customers.
e-Instructions:-Through this anyone can transfer securities 24 hours a day and 7 days
a week through internet at a lower cost. It can also be done through customer care
officer.

Consolidation Demat Account:-Through this anyone can dematerialize their

physical shares in various holding patterns and consolidate all such scattered holdings
into their primary de-mat accounts at reduced costs.

DIGITALLY SIGNED STATEMENT

Through this any account holder can receive their account statement and bill by
email.
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ICICI Bank
Mobile Request:-Account holder can access their de-mat account by sending sms to
enquire about holdings, transactions ,bills & ISIN details.
Mobile Alerts:-The account holder can receive sms alerts for all debits, credits as
well as any request which cannot be processed.
Dedicated customer care executives specially trained at their call centre, to handle all
queries.
Countrywide network of over 235 branches, one is never far from an ICICI Bank
Demat Services outlet
Private Banking
ICICI Bank also provides private banking services.
NRI BANKING
Under NRI Banking ICICI Bank provides a variety of servicesMONEY TRANSFER
BANK ACCOUNTS
INVESTMENTS
PROPERTY SOLUTIONS
INSURANCE
LOANS
MONEY TRANSFER
Under NRI Service ICICI Bank provides money transfer facility from one place to
another place of the world.

BANK ACCOUNTS
Under bank accounts ICICI Bank provides a number of accounts facilities .Some of
they are as follows-

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ICICI Bank
Rupee savings account
Fixed deposits
Special accountStudents accounts ,
Seafarers account

Rupee savings account

Under rupee savings account ICICI Bank provides two types of account facilities.
They areNRE savings account
NRO savings account
Under fixed deposit it provides various account services. Some of they are as followsNRE fixed deposit
NRO fixed deposit
NRE recurring deposit
FCNR fixed deposit

And under special accounts it provides two types of accounts. They are students
accounts and seafarers accounts.

INVESTMENTS
Under investments it provides various services. Some of they are as followsInternational deposit
Mutual fund
Online share trading

Structured deposit
Private equity
Commercial real state

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ICICI Bank
PROPERTY SOLUTIONS
Under property solutions it provides some services to the customers.
Like it provides home loan to the customers. It also provides help to the customers in
searching houses.

INSURANCEUnder insurance ICICI Bank provides both general as well as life insurance services
to its customers.

LOANSICICI Bank provides loans to the customers against their deposits.

CORPORATE BANKINGICICI BANK gives a number of facilities under corporate banking services.
CORPORATE NET BANKING
CASH MANAGEMENT
TRADE SERVICES
TRADEWAY
FOREX ONLINE
SME SERVICES
ONLINE TAXES
CORPORATE NETBANKINGCorporate Internet Banking (CIB), facilitates banking from their desk.
At the click of a mouse the customers can access their
ICICI Bank and also keep track of their

accounts at

accounts at its

various

branches in India.
Account Information: Real time balance information and summary of
days transaction.
Fund Transfers: Manage their Supply-Chain network, effectively by
using its Corporate Internet Banking fund transfer mechanism.

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ICICI Bank
Request: Make a banking request online.
CASH MANAGEMENTICICI Bank is a leading player in the field of Cash Management
Services (CMS) market. Its Cash Management Service is technology
driven with a versatile software, hardware and network support.
Customized daily transaction reports and web-enabled reports are
offered regularly to its clients. CMS solutions are designed to be
company-specific allowing a corporate to efficiently manage its
treasury. Cash management products covers both collections and
payments.
Collection Products
Local Cheque Collections
One of the largest network spanning over 488 locations
Courier pick-up can be provided
Process flow can be structured to suit the companys requirements
Cash Collections
Cash Collection from dealers and business associates on behalf of
companies
Cash pick-up facility in 28 locations
Customized MIS for cash collection

Payment Products
Anywhere Banking

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ICICI Bank
Cheques issued payable at par at various ICICI Bank locations
Single account to be operated at any ICICI Bank branch for this
facility
Ideal for small value, large volume payments
Fund Transfers
Online transfer of funds between accounts maintained with any branch
of ICICI Bank.
TRADE SERVICESICICI Bank offers a wide range of Trade Services designed to assist
you in building on your strengths, so that your company can sieze
business opportunities across the world. ICICI Bank has in place a
Centralized Trade-Services Unit, which adheres to six sigma standards.
As a result, ICICI Bank customers experience fewer delays in
receiving

payment,

require

less

effort

in

locating

collection

information, gain increased control over foreign receivables and

experience improved cash flows.
OnlineTradeServices
ICICI Bank customers can effect remittances as well as get their
applications for issuance of Letters of Credit and Bank Guarantees
processed online.
This not only extends tremendous convenience to the entire process,
but also allows the customer to enjoy the benefits of simplified
documentation, online verification of status and savings in cost and
time. Online Trade Services can be availed by enrolling for Corporate
Internet Banking (CIB) offered by ICICI Bank.
Besides it also provides various other services.
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ICICI Bank
Advisory services
Export document tracking facilities
Trade facilitation services
Country scan
Concepts in international trade

TRADEWAY SERVICES-

ICICI Bank provides trade way services. It has following benefitsSingle point of contact for all the India bound collections.
Efficient Document Handling and Payment Collection Services
Cost / Time Advantages through economies of scale
Online status enquiry facility.
Leveraging of ICICI Banks extensive domestic network and area
coverage
Specialized processing team with expertise in Trade Services.
FX ONLINE SERVICE
FX Online is a real time foreign exchange trading system which
provides automated quotes for FX spots & FX forwards.

FX Online Features
Competitive and transparent quotes from ICICI Bank treasury.

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ICICI Bank
Transaction in a secure network..
Instantaneous deal confirmation.
User defined controls for currency, amount and transaction type.
SME- SERVICESICICI Bank also offers some services to the customers.
The customers business now has end to end solutions on which they can depend.
From the anytime anywhere convenience of Roaming Current Account to forex
remittance services that simplify and speed up their business.

ONLINE TAXESICICI Bank also provides online taxes facilities.

ONLINE SERVICEINTERNET BANKING

FOREX ONLINE
DEBT ONLINE
BILLS PAYMENT
TRADE SERVICES
CASH MANAGEMENT
SECURITIES MARKET

ONLINE SERVICE-For online service there must be a corporate id and an user id

and password.

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ICICI Bank
FOREX ONLINE-For this again there must be an separate user id and password.
DEBT ONLINE-Again Separate user id and password is important for this.

DEBT ONLINEDebt Online is a transaction platform that offers a transparent and

paperless

way

of

investing

in

debt

instruments

in

secure

environment.

Debt Online Features

Live quotes for Government of India securities from ICICI Group.
Chat facility to negotiate with dealers and conclude your deal.
Straight through processing using a CSGL account. This ensures a
smooth and automated settlement process.
BILLS PAYMENT- Electronic Bill Presentment and Payment

is a

powerful tool for managing Supply-Chain network. EBPP facilitates

online presentment and payment of bills, which eliminates all the paper
work, minimizes risks and leads to better relationship between
customers.

]Bills Payment features and benefits.

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ICICI Bank
Creation of a Closed User Group, between a company and its channel
partners for online presentment and payment. For e.g. A vendor can
present
Bills to a company and the company can make an online payment to the
vendor. There is flexibility of making immediate or a scheduled
payment.
The bill payment gateway can also be seamlessly integrated to a webbased ordering system of a corporate, facilitating online presentment
and payment
The payment of utility bills like electricity, telephone, mobile, etc. can
also be done. ICICI Bank has tied up with around 50 utility companies
across the country.
OnlineTradeServices
ICICI Bank customers can effect remittances as well as get their
applications for issuance of Letters of Credit and Bank Guarantees
processed online. This not only extends tremendous convenience to the
entire process, but also allows the customer to enjoy the benefits of
simplified documentation, online verification of status and savings in
cost and time. Online Trade Services can be availed by enrolling for
Corporate
Internet Banking (CIB) offered by ICICI Bank. By clicking on any of
the links to enter CIB .If one become an existing ICICI Bank customer.

Besides this ICICI Bank also provides Advisory services to its customers. So that
they can know forex markets, currency movements, regulatory issues, risk

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ICICI Bank
management and other issues in trade finance. So According to that they can plan
their business.

ICICI Bank also provides latest movements in currency to their customers.

ICICI Bank constantly customizes solutions and introduces innovative products for its
trade services clients.

Apart from these facilities ICICI Bank provides a number of other trade related
services to its customers. some of they are gives hereunder.
Export development facility Service
Trade facilitation service
Country scan
Concepts in international trade

TRADEWAY SERVICEICICI Bank introduced trade way service to provide international banking gateway
for India related trade business.
It has some benefits to its customersSingle point of contact for all the India bound collections.
Efficient Document Handling and Payment Collection Services..
Cost / Time Advantages through economies of scale..

Online status enquiry facility.

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ICICI Bank
Leveraging of ICICI Banks extensive domestic network and area
coverage.
Specialized processing team with expertise in Trade Services.
Pre-transaction and post-transaction analytical tools available on the
site.
It allows us to monitor our transactions at any time we wish.
ICICI Bank also provides mobile banking services to all its bank, credit card, demat
and its loan customers.
ICICI Bank Mobile Banking can be divided into two broad categories of facilities:
ALERT FACILITY
REQUEST FACILITY
Alert Facility-This facility keeps the customers informed about the significant
transactions in their accounts. It keeps them updated at regular point of time.
Request Facility-This facility enables the customers to carry for their account
balance.

PART-2
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ICICI Bank

PROJECT
Study of Effectiveness of the ICICI BANKPRODUCTS AND
SERVICES OFFERED BY IT TO THE CUSTOMERS and a
survey conducted on it about the customers satisfaction level.
And based on their answers to provide necessary suggestions to
the bank.

RESEARCH OBJECTIVEMP Birla Institute of Management

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ICICI Bank
The following are the objectives of the research undertaken-.

To know about ICICI bank and its services and products.

To understand the effectiveness of the bank products offered to the customers.

To understand the effectiveness of the bank services offered to the customers.

To understand about customers satisfaction level from the bank.

To know what the customers want and what they do not want from bank.

And based on the survey, on the basis of the customers feedback to provide
necessary suggestions to the bank so that it can do well in business in future.

PURPOSE OF RESEARCHICICI BANK is doing good business but even then it needs to go a long way to cover
most of the people in our country both in urban as well as in rural areas. Because
most of the people in our country still believes in nationalized banks for their money
transaction. And most of them are still poor especially in rural areas and they cannot
afford to open their account with big amount of money. And so it is lagging behind
because of these as well as some other important reasons. This encouraged me to take
this research project. So that it can do well in its business.

PROBLEM STATEMENT-

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ICICI Bank
The research has been undertaken to identify the effectiveness of the products and
services offered by the bank to the customers and the tools that can be used
effectively to enhance its performance now onwards.

HYPOTHESISSince this research investigation is bank-based the bank has asked us to identify the
effectiveness of the bank products and services in different parts and the customers
satisfaction based on its requirement. Hence the issues of hypothesis formulation, we
feel is redundant.

RESEARCH DESIGNThis research investigation is analytical in nature. We seek to generate the data for the
research analysis through an interview schedule to be administered from different
customers at different places and the data so generated will be subject to analysis and
inferences will be drawn accordingly.

RESEARCH LIMITATION

Since this research investigation has been administered on randomly selected

customers at different places , the problem of generalization is obvious.

Time and resource constraint.

Reluctance of customers to reveal weaknesses and negative aspects.

RESEARCH TOOLMP Birla Institute of Management

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ICICI Bank
A questionnaire was designed on the basis of that survey has been conducted.
The purpose of the questionnaire was to identify certain key aspects of the
effectiveness of the products and services offered by the bank to the customers
which ultimately determines the business of the bank.

RESEARCH METHODOLOGY
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ICICI Bank

DATA COLLECTION-For research two types of data are collected.

They are given below.

Primary data
Secondary data

Primary data-This

consists of original information collected for specific

purpose. The primary data for this research was collected through a direct survey. It
was guided by structured questionnaire; the questions were structured and direct as to
make people understand easily.

Secondary data-It

consists of information that already exists somewhere

having been collected for specific purpose in the study. The secondary data was
collected from various sources mentioned below.
Magazine
Journal
Periodicals
Internets

Data collection method

-The method adopted to collect the primary

data was personal interview. Which includes a structured questionnaires to begin to

the respondents has close ended and open ended questions.

Tools for analysisMP Birla Institute of Management

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ICICI Bank
Simple tabulation

Limitations of the studyTime is limited to cover the entire population.

Shortage of financial resource to cover the entire population.
Sample size- 100 potential customers.

DATA ANALYSIS & INTERPRETATION

1. About loyalty of customer for the bankMP Birla Institute of Management

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ICICI Bank
Table
Period

No. of customers

Percent

6 month

40

40%

1 year

30

30%

2 year

20

20%

3 year

10

10%

TOTAL =100

TOTAL=100%

40%
35%
30%
25%
20%

Percent

15%
10%
5%
0%
6 month 1 year

2 year

3 year

Analysis and Interpretation-In survey among hundred customers it is found that

40% customers are loyal to the bank for last 6 months and 30% are loyal to it for the
last 1 year whereas 20% are loyal to it for the last 2 year and only 10% are loyal to it
since last 3 years.So seeing this the bank should focus on retaining more customers in
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ICICI Bank
future. It should such schemes which can attract more customers and can retain them
for longer periods.
2. About satisfaction with its services among its customers Response

Excellent

No.

of 40

Good

Average

Bad

30

20

10

30%

20%

10%

customers
Percent

40%

40%
35%
30%
25%
20%

Percent

15%
10%
5%
0%
Excellent

Good

Average

Bad

Analysis and Interpretation-Among all customers 40% customers said that its
service is excellent whereas 30% said that it is good and according to 20%
customers found it is average and 10% said that it is bad. Most of the customers
are happy with this but the bank should always introduce innovative services for
the customers.

3. Which service is better that the bank provides to its customers -

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ICICI Bank
Net banking

Share trading

Mutual fund

Commodity trading

30

20

30

20

30%

20%

30%

20%

30%
25%
20%
15%

Percent

10%
5%
0%
Netbanking

Sharetrading

Mutualfund

Commodity

Analysis and Interpretation-About its different services offered by it to the

customers among hundred customers 30% said that its net banking is good whereas
20% customers said that its share trading is good and 30% of its customers said that
mutual fund service is quite good and 20% of its customers said that its commodity
trading service is good enough. Many customers are liking net banking and mutual
fund more than share trading and commodity trading so it should also focus on these
areas. So that it also become more interesting for the customers.

4. About time taken by its employees in customer dealing-

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ICICI Bank
Time

10Minutes

20 minutes

30 minutes

40minutes

Customers

50

25

15

10

Percent

50%

25%

15%

10%

50%
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%

Percent

10
minutes

30
minutes

Analysis and Interpretation-About this particular question the customers response

is like this.50% customers said that they take 10 minutes in dealing with one
customers whereas 25% customers said that they take near about 20 minutes in
dealing with a customer and 15% customers have opinion that they take usually thirty
minutes and ten percent said that they take 40 minutes time. Most of the employees
are happy with its way of dealing with customers but it should always be careful in
this area because lots of other banks are also providing good services to their
customers in dealing with them.

5. Does it give good return to its investors on their investment-?

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ICICI Bank
Response

Yes

No

Average

Customers

50

40

10

Percent

50%

40%

10%

50%
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%

Percent

Yes

No

Average

Analysis and Interpretation-About this particular question 50% customers said

that it gives good return to its investors whereas 40% customers said that they do not
give good return to its investors in comparison to other foreign banks and 10% said
that it gives average return to its customers. Many customers are happy with its return
but there are also few who said that it is not providing good return in comparison to
other banks so it should fix its rate of return in such a way so that the customers
become more interested in investing their money in it.

6. In which way its employees behave with its customers or they respond to
them-

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ICICI Bank

Response

Good

Normal

Bad

Customers

35

40

25

Percent

35%

40%

25%

40%
35%
30%
25%
20%

Percent

15%
10%
5%
0%
Good

Normal

Bad

Analysis and Interpretation-Among hundred customers 35% customers said that

its employees behave in good way with its customers and 40% customers said that it
is normal means ok whereas 25% customers said that it is not good and they should
behave in more friendly way with its customers. Many customers are happy with it
but there are also others who said that its employees should be more friendly with its
customers. So the bank should improve its employees in more professional in dealing
with the customers.

7. Whether its number of its branches and ATM centre should be increased or
not -

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ICICI Bank
Response

Yes

No

Ok

Customers

40

30

30

Percent

40%

30%

30%

40%
35%
30%
25%
20%

Percent

15%
10%
5%
0%
Yes

No

Ok

Analysis and Interpretation-About this the customers responded differently.40%

customers said that its branches as well as its ATM should be increased and 30%
customers said that it is sufficient whereas another 30% customers said that it is ok in
numbers. Many customers have opinion that its branches as well as its ATM are not
sufficient so it should be improved and more no. of branches as well as ATM should
be established so that customers would not have any problem whenever they need it.

8. Whether the bank provides good environment inside the bank or not-

Response

Yes

MP Birla Institute of Management

No

Ok

47

ICICI Bank
Customers

40

35

25

Percent

40%

35%

25%

40%
35%
30%
25%
20%

Percent

15%
10%
5%
0%
Yes

No

Ok

Analysis and Interpretation- About this question 40% of its customers said that
yes it provide good environment inside the bank and 35% of its customers are not
satisfied with its environment whereas 25% of its customers said that it is ok. Most of
the customers said that it provides good environment bit there are also some other
customers who said that it should be improved in comparison to other foreign banks.

9. Whether its credit cards and other cards are convenient enough to be used
and be handledResponse

Yes

MP Birla Institute of Management

No

Ok

48

ICICI Bank
Customers

45

25

30

Percent

45%

25%

30%

Percent
50%
45%
40%
35%
30%
25%
20%
15%
10%
5%
0%

Percent

Yes

No

Ok

Analysis and Interpretation- About 45% of its customers said that yes it
provides good services and is also convenient enough to handle where as another
25% customers said that it is not completely useful and 30% another customers said
that it is ok. Many customers have given their consent but there are some other
customers according to them it should be better, So the bank should improve itself in
these areas so that some other customers will also be satisfied. And they could not
move to other banks.

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ICICI Bank
10. Does it give loan at reasonable rate of interest to the customers whenever
they need -

Response

Yes

No

Ok

Customers

58

22

20

Percent

58%

22%

20%

60%
50%
40%
30%

Percent

20%
10%
0%
Yes

No

Ok

Analysis and Interpretation-About this question 58% customers say that Yes they
provide loan at reasonable rate of interest to the customers and 22% customers said
that it is not convenient and they should charge some lower rate of interest and 20%
other customers said that it is ok. Many customers are satisfied with it and few
customers said that it should be provide more return to its investors.

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ICICI Bank
11. Should it bring down its Minimum cash requirement for opening an account
in it -

Response

Yes

No

Ok

Customers

60

35

Percent

60%

5%

35%

60%
50%
40%
30%

Percent

20%
10%
0%
Yes

No

Ok

Analysis and Interpretation-About this question 60% customers said that yes it is
higher and it should be brought down whereas 5% customers said that it is not
necessary and 35% of its customers said that it is ok. Many customers said that it
should bring down its minimum cash requirement for opening account in it since
most of the population of our country is poor and they cannot afford to open an
account at that cash amount. So to make it easy for everyone it should bring it down.

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ICICI Bank
12. Should it bring new schemes for its customers at regular intervals so it
become more popular in futureResponse

Yes

No

Ok

Customers

26

52

22

Percent

26%

52%

22%

60%
50%
40%
30%

Percent

20%
10%
0%
Yes

No

Ok

Analysis and Interpretation-About this particular question 26% customers said

that it should always bring new policies for the customers and 52% of its customers
said that it has sufficient schemes with it to attract customers whereas 22% customers
said that it is ok. Many customers said that it has already new schemes at different
point of time but there are also others who said that it should always bring new
schemes for its customers so that they remain its customers for long periods.

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ICICI Bank

RESEARCH SURVEY FINDINGS

The survey has been conducted among hundred potential customers at
different places like in malls, corporate offices and also in different locations
especially in customer houses. And on the basis of their answers we got some
findings. Some of they are given below

It is found that some people are satisfied with the services offered by the bank
and so they want to remain its customers for longer period.

Where as some others are not fully satisfied and they say that it should always
increase its facilities provided to the customers and more customer friendly
services should be enforced at various time intervals.

Some feel that its customer service is good whereas some others say that it is
average. And there are also some persons who say that it is not good in
comparison to foreign banks.

And about its environment inside the bank most of the customers are satisfied.
They say it is ok. Some says that its employees takes time in solving the
customers problem.

And about customer friendliness some says that it is ok whereas some says it
should be better.

According to them it should increase its number of branches as well as ATMs

since it is not available in all important locations in cities as well as in smaller
towns. So that customers will not have any problem when ever they like to go
to bank or they like to go to ATM centre.

It should also make necessary efforts and provide them good returns so that
people become more interested in this particular bank for their investment and
they become sure that their money is totally safe if they are investing in it.

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ICICI Bank

And about its credit card and other cards some customers are happy they are
satisfied with it and there are some others who say that it should be more
customers friendly and useful enough.

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ICICI Bank

SUGGESTIONS &RECOMMENDATIONS TO THE

BANK
ICICI Bank as we all know that is doing very good business everywhere and is
making progress all around. Besides this it should always make efforts to do
something new for the customers so that lot of customers can attract towards it and in
future they tend to remain loyal.

It should always introduce some new attractive schemes for the public and
provide them good returns on their investments.

It should increase its number of branches in big towns as well as in smaller

towns so that people should not travel a long distance and apart from this it
should also establish some new ATMs as well as its branches in cities.

Its employees should always behave in a friendly manner with the customers.
They should be ready always to help its customers for whatever difficulty they
have.

And at every time intervals it should also focus on doing its advertisement
among public so that the people should be awarded of this bank and its new
schemes.

Its cash balance is somewhat higher to open an account in it whereas some

nationalized banks have it very low. So the poor people and even the low
income people feel difficulty in opening their account in it. Because of this it
should brought down its minimum cash requirement so that even the poor
people of our country afford to open their account in it.

It should also focus on rural people of our country since they are very large in
number and most of our countrymen are living in villages. So focusing on
them can benefit it in a large way.

Its loan giving policy should also be made liberal and it should charge low
rate of interest from the loan taking person especially the rural poor people so
that they feel comfort in becoming its customers. Apart from this it should
provide various other loans to the rural people of India and its repayment

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ICICI Bank
facility should be made liberal so that they do not hesitate in becoming its
customers.

It should also focus on middle class people of our country since we know that
our countrys large population belongs to this category.

They should also target students for opening their account in it. For this new
schemes should be introduced for them at regular time intervals.
So keeping all these things in mind it should
make its account opening facility so efficient for its customers so that even the
low earning people of our country will not feel any hesitation in opening its
account in this bank. And its ATM should be established at every important
place in towns especially near big markets. If the bank will pay attention on
all these areas then certainly it will flourish a lot and will always be a leading
bank in its coming future. ICICI BANK should also pay attention on the
policies and the way the other banks does their business and according to that
it should do modifications in its schemes and policies and introduce those
schemes which can attract a lot of customers towards it. If all these things will
be considered certainly the bank will make all around success everywhere.

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ICICI Bank

BIBLIOGRAPHY

1. www.icicibank.com
2 .www.google.com
3. www.businessworld.com
4. Marketing white book 03-04
5. Marketing management-Philip kotler

APPENDIX
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ICICI Bank

QUESTIONNAIRE
I am a student of M P Birla Institute of Management, Bangalore pursuing MBA
Program. As a part of the MBA curriculum, I am carrying out a research investigation
on ICICI BANK product and services offered by it to the customers, Bangalore. In
this connection I need some information from you. Listed below are some questions.
Kindly give your responses to them. I sincerely assure you that the information so
provided will be kept strictly confidential and shall only be used for academic
purpose.

With regards

SUSHANT KRISHNA

mark in the appropriate box provided.

(Please put

1. Personal Information
a. Name

b. Age

c. Profession

d. Place

1. For how long have you been customer of this bank?

a. 6 month

b. 1 year

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d. 3 year

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ICICI Bank

2. Are you satisfied with its service?

a. Excellent b. Good

c. Average

d. Bad

3. Which service do you feel the best?

a. Net banking

b. Share trading

c. Commodity trading d. Mutual fund

4. How much time do they take in dealing with customers?

a. 10 minutes

b.20 minutes

c.30 minutes

d.40 minutes

5. Are its employees customer friendly with its customers?

a. Good

b. Normal

c. Bad

6. Should the bank establish more branches and ATM centres?

a. Yes

b. no

c. Ok

7. Whether the bank provides good environment inside the bank or not?
a. Yes

b. No

c. Ok

8. Does it give good return on your investment ?

a. Yes

b. No

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ICICI Bank
9. Are you satisfied with its credit cards and other card facilities.?
a. Yes

b. No

c. Ok

10. Does it provide you loan at convenient rate of

interest whenever you need?
a. yes

b. No

c. Ok

11. Should it bring down its minimum cash requirement for opening an
account in it.?
a. Yes

b. No

c. Ok

12 .Should it bring new schemes for its customers at regular time intervals?
a. Yes

MP Birla Institute of Management

b. No

c. Ok

60