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A

MARKET SURVEY REPORT


ON

Report Title -...

Submitted To

DEPARTMENT OF
STUDIES

MANAGEMENT

TEERTHANKER
MAHAVEER
INSTITUTE OF MANAGEMENT AND TECHNOLOGY,
MORADABAD
In Partial Fulfillment of the Requirement of the Degree of
Bachelor of Business Administration (BBA)

SESSION: 2015 - 2016

TEERTHANKER MAHAVEER UNIVERSITY


MORADABAD
Guided By:

Submitted By:

Name- ....
. Designation:-..

Student Name- .
Exam. Roll No.-

TABLE OF CONTENT
Content

Page No.

Introduction of the Topic

Company Profile

Objectives of the Market Survey Report

Literature Review

Research Methodology

Data Analysis/ Interpretation

Findings of the Study

Conclusion

Suggestions

Limitations
References/ Bibliography
Annexure- Questionnaire

STUDENT DECLARATION
I ______________ hereby declare that the research work presented in this project
report entitled Title for the fulfillment of the award of Bachelor of Business
Administration from TMIMT, Teerthanker Mahaveer University; Moradabad is
based on my market survey. The market survey embodies the result of original
work and studies carried out by me and the contents of the project do not form the
basis for the award of any other degree to me or to anybody else.

Name
Class
Roll No.

CERTIFICATE
This is to certify that Ms. /Mr ........................................................ is
pursuing three year full time Bachelor of Business Administration
(BBA) course from Teerthanker Mahaveer University, Moradabad as
regular student, in session (2015-2016).
In compliance with the provision/guidelines of Teerthanker Mahaveer
University, Moradabad, He/she has been assigned a Market Survey.
The project work has been genuinely carried out by the student. He
has made sincere efforts in the completion of the project work with
original contents.

Project Guide

ACKNOWLEDGEMENT
It gives me immense pleasure and privilege to acknowledge my deepest sense of
gratitude towards all those who helped me in the successful execution of this
project.
I would like to thanks Principal Prof. (Dr.) Vipin Jain for his able guidance. I also
extend my gratitude towards Course Co-ordinator Mr. Satyendra Arya (Project
Incharge), who entrusted me for the completion of this project.
I am highly indebted to my Project Guide, _______ whose constructive counseling
and able guidance helped me immensely in bringing out this project in the present
form.
The acknowledgement would be incomplete without thanking my family and
friend who were a big support throughout.
Name
Class
Roll No

INTRODUCTION
The banking section will navigate through all the aspects of the Banking System in
India. It will discuss upon the matters with the birth of the banking concept in the
country to new players adding their names in the industry in coming few years.

The banker of all banks, Reserve Bank of India (RBI), the Indian Banks
Association (IBA) and top 20 banks like IDBI, HSBC, ICICI, ABN AMRO, etc.
has been well defined under three separate heads with one page dedicated to each
bank.
However, in the introduction part of the entire banking cosmos, the past has been
well explained under three different heads namely:
History of Banking in India
Nationalization of Banks in India
Scheduled Commercial Banks in India
The first deals with the history part since the dawn of banking system in India.
Government took major step in the 1969 to put the banking sector into systems and
it nationalized 14 private banks in the mentioned year. This has been elaborated in
Nationalization Banks in India. The last but not the least explains about the

scheduled and unscheduled banks in India. Section 42 (6) (a) of RBI Act 1934 lays
down the condition of scheduled commercial banks. The descriptions along with a
list of scheduled commercial banks are given on this page.

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. Gone are
days 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.
To make this write-up more explanatory, I prefix the scenario as Phase I, Phase II
and Phase III.
Phase I
The General Bank of India was set up in the year 1786. Next came Bank of
Hindustan and Bengal Bank. The East India Company established Bank of Bengal
(1809), Bank of Bombay (1840) and Bank of Madras (1843) as independent units
and called it Presidency Banks. These three banks were amalgamated in 1920 and
Imperial Bank of India was established which started as private shareholders
banks, mostly Europeans shareholders.

In 1865 Allahabad Bank was established and first time exclusively by Indians,
Punjab National Bank Ltd. was set up in 1894 with headquarters at Lahore.
Between 1906 and 1913, Bank of India, Central Bank of India, Bank of Baroda,
Canara Bank, Indian Bank, and Bank of Mysore were set up. Reserve Bank of
India came in 1935.
During the first phase the growth was very slow and banks also experienced
periodic failures between 1913 and 1948. There were approximately 1100 banks,
mostly small. To streamline the functioning and activities of commercial banks, the
Government of India came up with The Banking Companies Act, 1949 which was
later changed to Banking Regulation Act 1949 as per amending Act of 1965 (Act
No. 23 of 1965). Reserve Bank of India was vested with extensive powers for the
supervision of banking in India as the Central Banking Authority.
During those days public has lesser confidence in the banks. As an aftermath
deposit mobilization was slow. Abreast of it the savings bank facility provided by
the Postal department was comparatively safer. Moreover, funds were largely given
to traders.

COMPANY PROFILE

Type

Private, BSE & NSE, NYSE

Founded

1955 (as Industrial credit and


Investment corporation of India)
ICICI Bank Ltd.,
ICICI Bank Towers,

Headquarters
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

USD 5.79 billion

Total assets

Rs. 3,997.95 billion (US$ 100


billion) at March 31, 2008.

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: Rs.146,214 crore (December 31, 2004)
Network: 530 branches
ATMs: Over 1,880
Abroad Subsidiaries: United Kingdom and Canada
Abroad branches: Singapore and Bahrain
Representative offices: 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. 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 and affiliates in
the areas of investment banking, life and non-life insurance, venture capital and asset
management. ICICI Bank set up its international banking group in fiscal 2002 to cater to the

cross border needs of clients and leverage on its domestic banking strengths to offer products
internationally.
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 USD 100 billion (at the end of March 2008), a network of
over 1,491 branches, 22 regional offices and 49 regional processing centers, about 4,485 ATMs
(at the end of September 2008), and 24 million customers (at the end of July 2007). ICICI Bank
offers a wide range of banking products and financial services to corporate and retail customers
through a variety of delivery channels and specialized subsidiaries and affiliates in the areas of
investment banking, life and non-life insurance, venture capital and asset management. (These
data are dynamic.) 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 wholly-owned subsidiaries, branches and representatives
offices in 18 countries, including an offshore unit in Mumbai. This includes wholly owned
subsidiaries in Canada, Russia and the UK (the subsidiary through which the hisave savings
brand is operated), offshore banking units in Bahrain and Singapore, an advisory branch in
Dubai, branches in Belgium, Hong Kong and Sri Lanka, and representative offices in
Bangladesh, China, Malaysia, Indonesia, South Africa, Thailand, the United Arab Emirates and
USA. Overseas, the Bank is targeting the NRI (Non-Resident Indian) population in particular.

ICICI reported a 1.15% rise in net profit to Rs. 1,014.21 crore on a 1.29% increase in total
income to Rs. 9,712.31 crore in Q2 September 2008 over Q2 September 2007. The bank's
current and savings account (CASA) ratio increased to 30% in 2008 from 25% in 2007.

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 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 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 allstock 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 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.

Free float holding excludes all promoter holdings, strategic investments and Cross holdings
among

public sector entities.

OBJECTIVE OF THE STUDY

1. To draw the comparative analysis of ICICI BANK Ltd with SBI etc.
2. To identify the major attributes of customer satisfaction.
3. To study customer perception about ICICI BANK Ltd.
4. To identify and study the various ways of ensuring customer satisfaction adopted by ICICI
BANK.

LITRATURE REVIEW
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 realisation 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.

Customer

ICICI bank targets all segment of customer with various types of products and services. I
interacted with a 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, ICICI Bank's Executive Director, V Vaidyanathan, said here.
"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," Vaidyanathan said.
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, he said. The facility, which also enable customers to transact between an ICICI Bank
account and accounts in other banks, is being offered free of cost, he said ICICI bank, presently,
has above 2 crore customers. 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 and it shall not be held liable for disclosure of the confidential information when in
accordance with this privacy commitment or in terms of the agreements, if any, with the
customers.

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.
ICICI bank undertakes not to disclose the information provided by the customers to any
person, unless such action is necessary to:
Conform to legal requirements or comply with legal process;

Protect and defend ICICI bank's or its affiliates rights, interests or property;

Enforce the terms and conditions of the products or services; or

Act to protect the interests of ICICI bank, its affiliates, or its members, constituents or of
other persons.

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.
HDFC Bank has 1,500 branches and over 2,890 ATMs, in 530 cities in India, and all branches of
the bank are linked on an online real-time basis. As of September 30, 2008 the bank had total
assets of INR 1006.82 billion.
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. In 2008, the Government took over the stake
held by the Reserve 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 $126
billion 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 16000 branches , has the largest branch network in India. It has a market
share 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 sectorthey 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

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. You do not have to justify your organization, it is only the
product that has to be pitched. 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 is sensitive to the needs of its employees as this quality is one of the building
blocks (DNA) of the organizational culture. 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 competition between
the eployee to achieve theo goal.

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 realisation 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.

CUSTOMER
ICICI bank targets all segment of customer with various types of products and services. I
interacted with a 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, ICICI Bank's Executive Director, V Vaidyanathan, said here.
"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," Vaidyanathan said.

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, he said. The facility, which also enable customers to transact between an ICICI Bank
account and accounts in other banks, is being offered free of cost, he said ICICI bank, presently,
has above 2 crore customers. 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 and it shall not be held liable for disclosure of the confidential information when in
accordance with this privacy commitment or in terms of the agreements, if any, with the
customers.
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.
ICICI bank undertakes not to disclose the information provided by the customers to any
person, unless such action is necessary to:
Conform to legal requirements or comply with legal process;

Protect and defend ICICI bank's or its affiliates rights, interests or property;

Enforce the terms and conditions of the products or services; or

Act to protect the interests of ICICI bank, its affiliates, or its members, constituents or of
other persons.

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.
HDFC Bank has 1,500 branches and over 2,890 ATMs, in 530 cities in India, and all branches of
the bank are linked on an online real-time basis. As of September 30, 2008 the bank had total
assets of INR 1006.82 billion.
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. In 2008, the Government took over the stake
held by the Reserve 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 $126
billion 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 16000 branches , has the largest branch network in India. It has a market
share 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 sectorthey 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

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. You do not have to justify your organization, it is only the
product that has to be pitched. 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 is sensitive to the needs of its employees as this quality is one of the building
blocks (DNA) of the organizational culture. 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 competition between
the eployee to achieve theo 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 off-business 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 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-of-concept: 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 performanceafter implementing the Sybase enterprise
warehouse solution." ICICI Infotech 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 lakh 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.

ICICI Infotech officials told a press conference here today that Orion Advantage offered a set of
business practice solutions for industry segments such as engineering, auto ancillary,
pharmaceuticals, chemicals and IT distribution. Besides the cost advantage, the ERP package
also came pre-configured. ICICI Infotech had mapped the processes specific to each industry
segment into the package.
Mr. Manoj Kunkalienkar, Executive Director and President, ICICI Infotech, said that small and
medium enterprises (SMEs) offered a good market and ICICI Infotech hoped to become a
leading solution provider to this segment.
Mr. R.K. Kanthi, Deputy General Manager, ICICI Infotech, said there was no ERP package for
the SMEs that bundled the server, database and operating system right now. That was the
advantage ICICI Infotech offered to SMEs as Orion Advantage came bundled and preconfigured. Besides the high cost of generic ERP packages, their implementation time as far as
SMEs were concerned was also long. Orion Advantage could be installed in 45 days.
ICICI Infotech had signed up six customers so far for the package and hoped to garner a 15 per
cent market share of the SME segment, whose number in the country was estimated at 2.30 lakh.
Mr. K.S. Natarajan, Managing Director, Trident Pneumatics Pvt Ltd of Coimbatore, one of the
companies that had installed Orion Advantage, said that the company had tried three other ERP
packages, all of which had failed, before settling on Orion Advantage.
Mr Kunkalienkar said that ICICI Infotech planned to move the two development centers in
Chennai into a single location and double the staff strength from 300 now in the next two years.

The Chennai centers were involved in research and development of Orion ERP solutions and
Premia, an insurance package.

ERP Systems Integration


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bring the right combination of resources, management skillsets, and technical know-how. We
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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 improve your financial, human resources,
electronic mail, and other business systems. We work with the leading ERP systems, including
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General Ledger
Project Costing
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Accounts Receivable
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sound disaster recovery and backup solutions. Please contact us to learn how Pinnacle Software
Solutions can help you develop solutions that fit your enterprise.
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.

RESEARCH METHODOLOGY

Research can be defined as systematized effort to gain new knowledge. A research is


carried out by different methodology, which has their own pros and cons.

Research methodology is a way to solve research problem along with the logic behind
them. Thus when we talk of the research methodology we not only take of research method but
also context of our research study and explain why we are using a particular method or
techniques and why we are not using other so that research result are capable of being evaluated
either by the researchers himself or by others.

Research methodology means the method carried out to study the problem. It shows the
type of the sample design used, its size and the procedure used to dew sample. The extent of

precision achieved and the method used for handling any special problem during the course of
the study.
TITLE: customer satisfaction for ICICI Bank.
TITLE JUSTIFICATION:
The above title is self explanatory. The study deals mainly with studying the customer
satisfaction in the insurance industry with a special focus on ICICI Bank. The various
segments of the markets divided in terms of Insurance Needs, Age groups, Satisfaction levels
etc. will also studied.

RESEARCH DESIGN

NON-PROBABILITY

EXPLORATORY & DISCRIPTIVE EXPERIMENTAL RESEARCH


The research is primarily both exploratory as well as descriptive in nature. The sources of
information are both primary & secondary.
A well-structured questionnaire was prepared and personal interviews were conducted to collect
the customers perception and buying behavior, through this questionnaire.
SAMPLING METHODOLOGY
Sampling Technique:

Initially, a rough draft was prepared keeping in mind the objective of the research. A pilot study was done in order to
know the accuracy of the Questionnaire. The final Questionnaire was arrived only after certain important changes
were done. Thus my sampling came out to be judgmental and convinent
Sampling Unit:

The respondents who were asked to fill up questionnaires are the sampling units. These comprise
of employees of ICICI Bank.

Sample size:
The sample size was restricted to only 50, which comprised of mainly peoples from different
regions of Lucknow due to time constraints.
Sampling Area:
The area of the research was Moradabad, India.

DATA ANALYSIS AND INTERPRETATION

The following information contains the data interpretation of the questionnaires. The
respondents responses for the questions have been interpreted and a finding has been made
based on the respondents responses.

Frequency table for the demographic details of the SBI respondents


Table 3.1
AGE OF THE RESPONDENTS

Frequency

Percent

25YRS-35YRS

12

38.7

36YRS-45YRS

16.1

46YRS-55YRS

16.1

ABOVE 55YRS

25.8

Total

30

100

Interpretation:
From the above table 38.7% respondents are belonging to the age category of 25yrs-35yrs. And
16.1% respondents are belonging to the category of 36yrs-45yrs and 46yrs-55yrs. And 25.8%
respondents are belonging to the category of above 55yrs.

Graph: 3.1

40

35

30

25
25YRS-35YRS
36YRS-45YRS

20

46YRS-55YRS
ABOVE 55YRS

15

10

0
Frequency

Table 3.2

Percent

GENDER OF THE RESPONDENTS

Frequency

Percent

FEMALE

15

48.4

MALE

15

48.4

Total

30

100

Interpretation:

From the above table 48.4% respondents are belonging to the category of female. And the
remaining 48.4% respondents are belonging to the category of male.

Graph: 3.2

50
45
40
35
30
FEMALE
25

MALE

20
15
10
5
0
Frequency

Table 3.3

Percent

EDUCATIONAL OUALIFICATION OF THE RESPONDENTS

Frequency

Percent

SCHOOL

9.7

UG

29.0

PG

14

45.2

PROFESSIONAL COURSE

9.7

M.phil/phd

3.2

Total

30

100

Interpretation:

From the above table 9.7% of respondents are belonging to the category of school and
professional course. And 29.0% of respondents are belonging to the category of UG. And 45.2%
of respondents are belonging to the category of PG. And 3.2% of respondents are belonging to
the category of M.phil/phd.

Graph 3.3

50
45
40
35
30
25
20
15
10
5
0

Frequency
Percent

Table 3.4
OCCUPATION OF THE RESPONDENTS

Frequency

Percent

SALARIED PERSON

25

80.6

PROFESSIONALS

3.2

SUPERVISOR

3.2

MANAGERIAL

10.0

Total

30

100

Interpretation:

From the above table 80.6% of respondents are falling under the category of salaried person. And
3.2% of respondents are falling under the category of professionals and supervisor. And 10% of
respondents are belonging to the category of managerial.

Graph 3.4

90
80
70
60
50
40
30
20
10
0

Table 3.5

Frequency
Percent

INCOME LEVEL OF THE RESPONDENTS

Frequency

Percent

Rs.5,000-Rs.15,000

17

54.8

Rs.15,001-Rs.25,000

25.8

Rs.25,001-Rs.35,000

12.9

Above Rs.45,000

3.2

Total

30

100

Interpretation:

From the above table 54.8% of respondents are falling under the income range between Rs.5,
000-Rs.15, 000. And 25.8% are falling under the income range between Rs.15, 001-Rs.25, 000.
And 12.9% of respondents are falling under the income range between Rs.25, 001-Rs.35, 000.
And 3.2% of respondents are falling under the income range between Above Rs.45, 000.

Graph 3.5

60

50

40

30
Frequency
Percent

20

10

Table 3.6
REASON TO CHOOSE THE SERVICE

Frequency

Percent

EFFICIENT CUSTOMER

14

45.2

SERVICE
TIME SAVING

25.8

TRANSCATION COSTS

9.7

TECHNOLOGY

3.2

MORE ATMS

12.9

Total

30

100

Interpretation:

From the above table 45.2% of respondents are saying that the reason to choose SBI is they are
providing efficient customer service. And 25.8% of respondents are
saying that the reason to choose SBI is they are reducing our waiting time. And 9.7% of
respondents are saying that the reason to choose SBI is Transaction costs. And 3.2% of
respondents are saying that the reason to choose SBI is Technology. And 12.9% of respondents
are saying that the reason to choose SBI is they are provided more atm facility.

Graph 3.6

50
45
40
35
30
25
20
15

Frequency

10

Percent

5
0

Table 3.7

TYPE OF SERVICE PREFER THE MOST

Frequency

Percent

ATM SERVICE

19

61.3

INTERNET BANKING

9.7

MOBILE BANKING

9.7

CORE BANKING SYSTEM

16.1

Total

30

100

Interpretation:

From the above table 61.3% of respondents prefer the ATM service. And 9.7% of respondents are
preferred the internet banking and mobile banking. And 16.1% of respondents prefer the core
banking system.

Graph 3.7

70
60
50
40
30
Frequency
20
10
0

Percent

Frequency table for the demographic details of the ICICI respondents

Table 3.8
AGE OF THE ICICI RESPONDENTS

Frequency

Percent

25 YRS-35 YRS

29

96.7

ABOVE 55 YRS

3.3

Total

30

100

Interpretation:

From the above table 96.7% of respondents are falling under the age group of 25yrs-35yrs. And
3.3% of respondents are falling under the group of above 55yrs.

Graph 3.8

100
90
80
70
60
25 YRS-35 YRS

50

ABOVE 55 YRS

40
30
20
10
0
Frequency

Table 3.9

Percent

GENDER OF THE ICICI RESPONDENTS

Frequency

Percent

FEMALE

12

40

MALE

18

60

Total

30

100

Interpretation:

From the above table 40% of respondents are belonging to the female category. And 60% of
respondents are belonging to the male category.

Graph 3.9

60

50

40
Frequency
30

Percent

20

10

0
FEMALE

Table 3.10

MALE

EDUCATIONAL LEVEL OF ICICI RESPONDENTS

Frequency

Percent

UG

6.7

PG

21

70.0

PROFESSIONALS

20.0

M.Phil/Ph.D

3.3

Total

30

100

Interpretation:

From the above table 6.7% of respondents are belonging to the category of UG. And 70% of
respondents are belonging to the category of PG. And 20% of respondents are belonging to the
category of professionals. And 3.3% of respondents are belonging to the category of
M.Phil/Ph.D.

Graph:

70

60

50

40
Frequency
Percent
30

20

10

0
UG

PG

PROFESSIONALS

M.Phil/Ph.D

Table 3.11

OCCUPATION OF THE ICICI RESPONDENTS

Frequency

Percent

SALARIED PERSON

23

76.7

BUSINESS MAN

10.0

PROFESSIONALS

10.0

MANAGERIAL

3.3

Total

30

100

Interpretation:

From the above table 76.7% of respondents belong to the category of salaried person. And 10%
of respondents are belonging to the category of businessman and professionals. And 3.3% of
respondents are belonging to the category of managerial.

Graph 3.11

80
70
60
50
40
30

Frequency
Percent

20
10
0

Table 3.12

INCOME LEVEL OF THE ICICI RESPONDENTS

Frequency

Percent

Rs.5,000-Rs.15,000

16

53.3

Rs.15,001-Rs.25,000

6.7

Rs.25,001-Rs.35,000

30.0

Rs.35,001-Rs.45,000

6.7

Above Rs.45,000

3.3

Total

30

100

Interpretation:

From the above table 53.3% of respondents are falling under the income level of Rs.5, 000Rs.15, 000. And 6.7% of respondents are falling under the income level of Rs.15, 001-Rs.25, 000
and Rs.35, 001-Rs.45, 000. And 30% of respondents are falling under the income level of Rs.25,
001-Rs.35, 000. And 3.3% of respondents are falling under the income level of above Rs.45, 000.

Graph 3.12

60

50

40

30
Frequency
20

Percent

10

Table 3.13

REASON FOR CHOOSING ICICI SERVICES

EFFICIENT CUSTOMER

Frequency
8

Percent
26.7

SERVICE
EFFICIENT COMPLAINTS

26.7

HANDLING
TIME SAVING
TRANSACTION COSTS
TECHNOLOGY
RELIABLE
Total

4
2
4
4
30

13.3
6.7
13.3
13.3
100

Interpretation:

From the above table 26.7% of respondents are saying that the reason to choose ICICI is they are
providing efficient customer service and efficient complaint handling. And 13.3% of respondents
are saying that the reason to choose ICICI is they are reducing our waiting time, technology and
reliable. And 6.7% of respondents are saying that the reason to choose ICICI is Transaction costs.

Graph 3.13

30
25
20
15
10
Frequency
5
0

Percent

Table 3.14

TYPE OF SERVICES PREFER THE MOST

Frequency

Percent

ATM SERVICE

13

43.3

INTERNET BANKING

30.0

MOBILE BANKING

13.3

CORE BANKING SYSTEM

13.3

Total

30

100

Interpretation:

From the above table 43.3% of respondents prefer the ATM service. And 30% of respondents are
preferred the internet banking. And 13.3% of respondents prefer the core banking system and
mobile banking.

Graph 3.14

45
40
35
30
25
20
Frequency

15

Percent

10
5
0

CONCLUSION

Since both the banks are competing equally with each other.

But SBI bank is little bit below the line in customer complaints handling when compared
to ICICI bank.

The ICICI bank is little bit below the line in concentrating on female customers when to
SBI bank.

SUGGESATION

Since many of the respondents are not aware of there key services. The bank has to take
some initiatives.
The bank can post a list of services that they are rendered to the customers inside the bank
Premises.
And they can post demo of all these services in their bank website.
They can concentrate more on the respondents are falling under the age group 25yrs 35yrs.
The SBI bank can concentrate on customer complaints handling.
The ICICI bank can concentrate on the female gender.
The bank can also send a post to there customers by informing there services and how to
proceed with that and all details they can mention it in the post.

LIMITATIONS OF THE STUDY

The study is limited to a particular branch of SBI and ICICI bank.


Since the time is less the researcher has taken a sample of 100 people and it will not
reveal the whole population of a country.

BIBLIOGRAPHY

Research Methodology

ICFAI Publication
S.P.Gupta Statistics Book.

Websites:

www.ezine@rticles.com

www.googlesearch.com

www.iupindia.org

www.ebscohostsearch.com

www.emeraldinsight.com

www.scribd.com

QUESTIONNAIRE
Personal details
1. Name:

2. Age: a) 25yrs- 35 yrs b) 36 yrs - 45yrs

c) 46 55 yrs d) above 55 yrs

3. Gender: a) Male b) Female


4. Educational Qualification: a) Illiterate b) School c) UG d) PG
e) Professional Course

f) Others

5. Occupation: a) House wife b) Students c) Salaried person


d) Business man e) Professionals f) Supervisor
g) Managerial h) pensioner
6. Income level:
a) Rs.5,000 Rs.15,000 b) Rs.15,001-Rs.25,000
c) Rs.25,001- Rs.35,000 d) Rs.35,001-Rs.45,000
e) Above Rs. 45,000
7. In which bank do you have an account?
a) ICICI bank b) SBI bank
8. What is the reason to choose the services of the bank?
a) Efficient customer service b) efficient complaints handling
c) Time saving d) transaction costs e) technology
f) Others _________ pls specify
9. What type of services do you prefer the most?
a) ATM service b) Internet Banking

c) Mobile Banking

d) Core banking system e) Others _____________ pls specify

Customer service questionnaire


Please use (/) mark to give your responses for the following questions

1=strongly disagree, 2= disagree, 3= neutral, 4= agree, 5= strongly agree


S.no
1
2
3
4
5

1 2 3 4 5
ATM Service
I am facing problems in withdrawing cash from ATM.
I am facing problems like insufficient cash in ATM.
ATM services are useful for me to deposit cash and cheques
ATM services are useful for me to request for cheque book
ATM services are useful for me to get the enquiry statement
of my account.
Internet Banking

1
Internet banking helps me to transfer funds from the bank to
the personalized transactions
2
3
4
5
1

Internet banking saves me time for the banking transactions


Internet banking helps me in bill payments
Internet banking secures the money transactions
Internet banking helps in online trading
Mobile banking
Mobile banking is useful for me to know the end of day

2
3

account balance.
Mobile banking is useful for me to know the cheque details
Mobile banking is useful for me to know the Debit/credit

above certain limit in my account.


Mobile banking is useful for me to Stop inward/outward

5
6

cheques.
Mobile banking is useful for my bill payments
Mobile banking helps me to know about the debit/credit

details
Mobile banking provides me a support for ticketing,

recharging mobiles etc.


Core Banking system
Core banking system helps me to transfer funds from

different branches
Core banking system makes me convenient to know about

the deposit details


Core banking system helps me to protect my personal

information
Core banking system helps me for the ATM service

transactions
Core banking system helps me for the internet banking
transactions