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The banking sector in India has made remarkable progress since the economic reforms
in 1991. New private sector banks have brought the necessary competition into the
industry and spearheaded the changes towards higher utilization of technology, improved
customer service and innovative products. Customers are now becoming increasingly
conscious of their rights and are demanding more than ever before. The recent trends
show that most banks are shifting from a “product-centric model” to a “customer-centric
model” as customer satisfaction has become one of the major determinants of business
growth. In this context, prioritization of preferences and close monitoring of customer
satisfaction have become essential for banks. Keeping these in mind, an attempt has been
made in this study to analyze the factors that are essential in influencing the investment
decision of the customers of the public sector banks. For this purpose, Factor Analysis,
which is the most appropriate multivariate technique, has been used to identify the groups
of determinants. Factor analysis identifies common dimensions of factors from the
observed variables that link together the seemingly unrelated variables and provides
insight into the underlying structure of the data. Secondly, this study also suggests some
measures to formulate marketing strategies to lure customers towards banks.

The study basically tries to identify the customers are satisfied with their services among
ICICI bank and SBI bank and know about the Customer preferences among ICICI and
SBI bank.

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Chapter No. Contents Page No.

 Introduction to Bank & Banking
 Introduction to Importance of the Bank
 Introduction to Reason to choose a Bank
 Statement of the problem
 Review of the literature
 Objectives of the study
 Scope of the study
 Research Methodology
 Method of collection of data
 Plan of analysis
 Limitation of the study
 Overview the Banking industry


 Company profile of SBI
 Product & Services of SBI
 Award & Recognitions of SBI
 Company Profile of ICICI
 Product & Services of ICICI
 Award & Recognitions of ICIC

6 FINDING 112-116

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ANNEXURE 119-123

Chapter 1

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A bank is a financial institution whose primary activity is to act as a payment agent for
customers and to borrow and lend money. It is an institution for receiving, keeping, and
lending money.

An organization, usually a corporation, chartered by a state or federal government, which

does most or all of the following: receives demand deposits and time deposits, honors
instruments drawn on them, and pays interest on them; discounts notes, makes loans, and
invests in securities; collects checks, drafts, and notes; certifies depositor's checks; and
issues drafts and cashier's checks.

Banking is business receiving for lending or investment, of deposits of money, from

public repayable on demand or otherwise and which draw able by cheque, draw and
order. In general terms, Banking is the Process of business activity of accepting and
safeguarding money owned by other individuals and entities, and then lending out this
money in order to earn a profit.

Banks play very important role in the economic life of the nation. The health of the
economy is closely related to the soundness of its banking system. Although banks create
no new wealth but their borrowing, lending and related activities facilitate the process of
production, distribution, exchange and consumption of wealth. In this way they become
very effective partners in the process of economic development. Today, modern banks are
very useful for the utilization of the resources of the country. The banks are mobilizing
the savings of the people for the investment purposes. The savings are encouraged and
saving rate increases. If there would be no banks then a
great portion of a capital of the country would remain idle.

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A bank as a matter of fact is just like a heart in the economic structure and the Capital
provided by it is like blood in it. As long as blood is in circulation the organs will remain
sound and healthy. If the blood is not supplied to any organ then that part would become
useless. So if the finance is not provided to Agriculture sector or industrial sector, it will
be destroyed. Loan facility provided by banks works as an incentive to the producer to
increase the production.
Bank provides necessary funds for executive program in the process of economic
development. They collect savings of large masses of people scattered throughout the
country, which is the absence of bank world have remained idle and unproductive. These
amounts are collected, pooled together and made available to commerce and industry for
meting the requirement. This provides finance for successfully carrying on various stages
of production as well as distribution.

Bank stimulate the habit of savings amount people by the security and interest they offer
with these savings which are deposited by people are in position to utilize the deposited
amount more productively. The bank increased the transaction capacity of the customers
by advancing loans when they require for additional funds to finance their expanded
program of transaction. In short, the economic development of a particular country
depends on the sound banking system.

Banking is also important to business because businesses deposit their extra money here.
This way their money is not only safe but also earns interest for them. On the other hand,
businesses can borrow money from banks when they need to invest in business. Apart
from that Banks also act as guarantee giver in case of creditors and suppliers.

Product and Services offers by Bank:

Deposits: A bank accepts deposits from the public. People can deposit their cash balances
in either of the following accounts to their convenience:-

 Fixed Deposit Account: Cash is deposited in this account for a fixed period. The
depositor gets receipts for the amount deposited. It is called Fixed Deposit Receipt.
The receipt indicates the name of the depositor, amount of deposit, rate of interest
and the period of deposit. This receipt is not transferable. If the depositor stands in

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need of the amount before the expiry of fixed period, he can withdraw the same
after paying the discount to the bank.

 Savings Account: This type of deposit suits to those who just want to keep their
small savings in a bank and might need to withdraw them occasionally. Banks
provide a certain rate of interest on the minimum balance kept by the depositor
during the month.

 Current Account: This type of account is kept by the businessman who are
required to withdraw money every new and then. Banks do not pay any interest
on this account. Any sum or any number of withdrawals can be presented by such
an account holder

Loans Facility: Loans are granted by the banks on securities which can be easily disposed
off in the market. When the bank has satisfied itself regarding the soundness of the party, a
loan is advanced.

Credit cards: All banks (except the Swiss bank) provide VISA and MasterCard cards that
enable individuals to make payments over the Internet or in shops.

Mobile Banking: Mobile banking (also known as M-Banking, mbanking, SMS Banking
etc.) is a term used for performing balance checks, account transactions, payments etc.
via a mobile device such as a mobile phone. Mobile banking today (2007) is most often
performed via SMS or the Mobile Internet but can also use special programs called
clients downloaded to the mobile device.

Internet Banking: Online banking (or Internet banking) allows customers to conduct
financial transactions on a secure website operated by their retail or virtual bank, credit
union or building society.

Core Banking System: Core Banking is a general term used to describe the services
provided by a group of networked bank branches. Bank Customers may access their
funds and other simple transactions from any of the member branch offices, etc.

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Chapter 2

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Statement of the problem:-

In today’s competition the core objective of all organizations is to satisfy customers. It is

the choice of empowered customer to decide the fate of any product or organization. Only
those organizations that continuously monitor and meet changing customer needs will
win by cutting costs and restructuring for quicker response to the customer’s demands, all
of which will add up to an unmatched competitive edge enabling to conquer tomorrow’s
market place.

The mere objective of the study is to interpret the customer services provided by ICICI
and SBI bank and to compare with each other. It will help in understanding the preferred
customer changing attitude towards the customer services provided to them by ICICI and
SBI bank.

So the study will give idea about how people are aware about customer services
provided by these banks in Sagar.

Objectives of the study:-

1. To understand and compare the services provided by ICICI bank.

2. To understand and compare the services provided by SBI bank.

3. To understand about the customers perception towards ICICI bank and SBI
4. To study customers willingness to take market risk.

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5. To know the brand and advertisement influence on customers about ICICI
bank and SBI bank.

Scope of The Study:

The study basically tries to identify the customers are satisfied with their services among
ICICI bank and SBI bank and know about the Customer preferences among ICICI and
SBI bank. The study was done to individual customer restricted to the city of Sagar.

Sample size:-

For the purpose of this study, the sample size comprise of 100 respondents.

ICICI bank - 50 respondents

SBI bank - 50 respondents

Sampling method:-

For the study on customer service provided by public sector banks and private sector
banks with reference to SBI and ICICI bank, random sampling method has been adopted.

Method of collection of data:-

Primary Data:-Primary data will be collected through questionnaire and personal


Secondary Data:-Secondary data will be collected through various sources such as

magazine, Internet and business journals.

Analysis method:-

Analysis is done on the basis of responses taken from the respondents by making use of
tables, charts, diagrams and graphs.

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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.

Contribution expected from the research:-

The overall effort is to know about the services provided by ICICI and SBI bank and to
know the customer preferences towards private sector and public sector banks.

Chapter 3

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Banking in India originated in the last decades of the 18th century. The oldest bank in
existence in India is the State Bank of India, a government-owned bank that traces its
origins back to June 1806 and that is the largest commercial bank in the country. Central
banking is the responsibility of the Reserve Bank of India, which in 1935 formally took
over these responsibilities from the then Imperial Bank of India, relegating it to
commercial banking functions. After India's independence in 1947, the Reserve Bank was
nationalized and given broader powers. In 1969 the government nationalized the 14
largest commercial banks; the government nationalized the six next largest in 1980.

Currently, India has 88 scheduled commercial banks 27 public sector banks (that is with
the Government of India holding a stake), 29 private banks (these do not have
government stake they may be publicly listed and traded on stock exchanges) and 31
foreign banks. They have a combined network of over 53,000 branches and 17,000
ATMs. According to a report by ICRA Limited, a rating agency, the public sector banks
hold over 75 percent of total assets of the banking industry, with the private and foreign
banks holding 18.2% and 6.5% respectively.

Early History:

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Banking in India originated in the last decades of the 18 th century. The first banks were
The General Bank of India, which started in 1786, and the Bank of Hindustan both of
which are now defunct. The oldest bank in existence in India is the State Bank of India,
which originated in the Bank of Calcutta June 1806, which almost immediately became
the Bank of Bombay and the Bank of Madras, all three of which were established under
charters from the British East India Company. For many years the Presidency banks acted
as quasi-central banks, as did their successors. The three banks merged in 1925 to from
the Imperial Bank of India, which upon India’s independence, became the State Bank Of

Indian merchants in Calcutta established the Union Bank in 1839, but it failed in 1848 as
a consequence of the economic crisis of 1848-49. The Allahabad Bank established in
1865 and still functioning today is the oldest joint Stock bank in India. When the
American civil war stopped the supply of cotton to Lancashire from the Confederate
States, promoters opened banks to finance trading in Indian cotton. With large exposure
to speculative ventures, most of the banks opened in India during that period failed. The
depositors lost money and lost interest in keeping deposits with banks. Subsequently
banking in India remained the exclusive domain of Europeans for next several decades
until the beginning of the 20th century.

Foreign banks too started to arrive, particularly in Calcutta in the1860s.The Comptoired

Escompte de Paris opened branch in Calcutta in 1860 and another in Bombay in 1862,
branches in Madras and Pondicherry then a French colony followed. Calcutta was the
most active trading port in India mainly due to the trade of the British Empire and so
became a banking center.

Around the turn of the 20th Century, the Indian economy was passing through a relative
period of stability. Around five decades had elapsed since the Indian Mutiny, and the
social industrial and other infrastructure had improved. Indians had established small
banks most of which served particular ethnic and religious communities.

The presidency banks dominated banking in India but there were also some exchange
banks and a number of Indian joint stock banks. All these banks operated in different
segments of the economy. The exchange banks mostly owned by Europeans,concentrated
on financing foreign trade. Indian joint stock banks were generally undercapitalized and
lacked the experience and maturity to compete with the presidency and exchange banks.

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This segmentation Lord Curzon to observe, “in respect of banking it seems we are behind
the times. We are like some old fashioned sailing ship, divided by solid wooden
bulkheads into separate and cumbersome compartments.”

By the 1900s, the market expanded with the establishment of banks such as Punjab
National Bank, in 1895 in Lahore and Bank of India, in 1906, in Mumbai - both of which
were founded under private ownership. Punjab National Bank is the first Swadeshi Bank
founded by the leaders like Lala Lajpat Rai, Sardar Dyal Singh Majithia. The Swadeshi
movement in particular inspired local businessmen and political figures to found banks of
and for the Indian community. A number of banks established then have survived to the
present such as Bank of India, Corporation Bank, Indian Bank, Bank of Baroda, Canara
Bank and Central Bank of India.

Chapter 4

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Company Profile of SBI:

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Pure Banking Nothing Else


The origins of State Bank of India date back to 1806 when the Bank of Calcutta (later
called the Bank of Bengal) was established. In 1921, the Bank of Bengal and two other
Presidency banks (Bank of Madras and Bank of Bombay) were amalgamated to form the

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Imperial Bank of India. In 1955, the controlling interest in the Imperial Bank of India was
acquired by the Reserve Bank of India and the State Bank of India (SBI) came into
existence by an act of Parliament as successor to the Imperial Bank of India.
Today, State Bank of India (SBI) has spread its arms around the world and has a
network of branches spanning all time zones. SBI's International Banking Group delivers
the full range of cross-border finance solutions through its four wings - the Domestic
division, the Foreign Offices division, the Foreign Department and the International
Services division.

State Bank of India (SBI) is the largest bank in India. If one measures by the number of
branch offices and employees, SBI is the largest bank in the world. Established in 1806 as
Bank of Calcutta, it is the oldest commercial bank in the Indian subcontinent. SBI
provides various domestic, international and NRI products and services, through its vast
network in India and overseas. With an asset base of $126 billion and its reach, it is a
regional banking behemoth. The government nationalized the bank in 1955, with the
Reserve Bank of India taking a 60% ownership stake. In recent years the bank has
focused on three priorities, 1), reducing its huge staff through Golden handshake schemes
known as the Voluntary Retirement Scheme, which saw many of its best and brightest
defect to the private sector, 2), computerizing its operations and 3), changing the attitude
of its employees (through an ambitious programme aptly named 'Parivartan' which means
change) as a large number of employees are very rude to customers.

Bank of Bengal H.O.


The State Bank of India traces its roots to the first decade of 19th century, when the
Bank of Calcutta, later renamed the Bank of Bengal, was established on 2 June 1806. The
government amalgamated Bank of Bengal and two other Presidency banks, namely, the

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Bank of Bombay (incorporated on 15 April 1840) and the Bank of Madras on 27 January
1921, and named the reorganized banking entity the Imperial Bank of India. All these
Presidency banks had been incorporated as joint stock companies, and were the result of
the royal charters. The Imperial Bank of India continued as a joint stock company. Until
the establishment of a central bank in India the Imperial Bank and its early predecessors
served as India's central bank, at least in terms of issuing the currency. The State Bank of
India Act 1955, enacted by the Parliament of India, authorized the Reserve Bank of India,
which is the central banking organization of India, to acquire a controlling interest in the
Imperial Bank of India, which was renamed the State Bank of India on 30 April 1955.

Bank of Madras

 June 2, 1806: The Bank of Calcutta established.
 January 2, 1809: This became the Bank of Bengal.
 April 15, 1840: Bank of Bombay established.
 July 1, 1843: Bank of Madras established.
 1861: Paper Currency Act passed.
 January 27, 1921: all three banks amalgamated to form Imperial Bank of India.
 July 1, 1955: State Bank of India formed; becomes the first Indian bank to be
 1959: State Bank of India (Subsidiary Banks) Act passed, enabling the State Bank
of India to take over eight former State-associated banks as its subsidiaries.
 1980s When Bank of Cochin in Kerala faced a financial crisis, the government
merged it with State Bank of India.

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June 29, 2007: The Government of India today acquired the entire Reserve Bank of India
(RBI) shareholding in State Bank of India (SBI), consisting of over 314 million equity
shares at a total amount of over 355 billion rupees.

Bank of Bombay

Associate banks:

There are seven other associate banks that fall under SBI. They all use the "State Bank of
India" name followed by the regional headquarters' name. These were originally banks
belonging to princely states before the government nationalized them in 1959. In tune
with the first Five Year Plan, emphasizing the development of rural India, the government
integrated these banks with the State Bank of India to expand its rural outreach. The State
Bank group refers to the seven associates and the parent bank. All the banks use the same
logo of a blue keyhole. Currently, the group is merging all the associate banks into SBI,
which will create a "mega bank", and one hopes, streamline operations and unlock value.

1. State Bank of Bikaner & Jaipur

2. State Bank of Hyderabad

3. State Bank of Indore

4. State Bank of Mysore

5. State Bank of Patiala

6. State Bank of Saurashtra

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State Bank of India Mumbai LHO

Foreign Offices:

State Bank of India is present in 32 countries, where it has 131 branches serving the
international needs of the bank's foreign customers, and in some cases conducts
retail operations. The focus of these offices is India-related business.

SBI Office in UK


State Bank of India has often acted as guarantor to the Indian Government, most notably
during Chandra Shekhar's tenure as Prime Minister of India. With more than 12240
branches and a further 8000+ associate bank branches, the SBI has extensive coverage.
Following its arch-rival ICICI Bank, State Bank of India has electronically networked
most of its metropolitan, urban and semi-urban branches under its Core Banking System

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(CBS), with over 4500 branches being incorporated so far. The bank has the largest ATM
network in the country having more than 21000 ATMs. The State Bank of India has had
steady growth over its history, though the Harshad Mehta scam in 1992 marred its image.
In recent years, the bank has sought to expand its overseas operations by buying foreign
banks. It is the only Indian bank to feature in the top 100 world banks in the Fortune
Global 500 rating and various other rankings. According to the Forbes 2000 listing it tops
all Indian companies.

Fortune Global 500 Ranking – 2010:

SBI debuted in the Fortune Global 500 at 363 ranks in 2009. In 2010 it moved up to 283.
As per fortune 500-2010 following are the data for SBI in $ million. Revenues 28212.8.
Profits 2473.3,Assets 323043.9.Stockholders' equity 18519.8 and no of employees are

Corporate Details:

This site provides comprehensive information on State Bank of India or SBI Bank, the
premier Nationalized Indian Bank. State Bank of India is actively involved
since 1973 in non-profit activity called Community Services Banking.
State Bank of India is India's largest bank amongst all public and private sector
banks operating in India. State Bank of India owns and operates the following
subsidiaries and Joint Ventures -

 State Bank Of India Credit Card

 State Bank Of India Online
 State Bank Of India USA
 State Bank Of India Services
 State Bank Of India Mutual Funds
 State Bank Of India Branch

Banking Subsidiaries:
 State Bank of Bikaner and Jaipur (SBBJ)
 State Bank of Hyderabad (SBH)

 State Bank of Indore (SBI)

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 State Bank of Mysore (SBM)

 State Bank of Patiala (SBP)

 State Bank of Saurashtra (SBS)

 State Bank of Travancore (SBT)

Foreign Subsidiaries:
 State bank of India International (Mauritius) Ltd.
 State Bank of India (California).

 State Bank of India (Canada).

 INMB Bank Ltd, Lagos.

Non- banking Subsidiaries:

 SBI Capital Markets Ltd (SBICAP)
 SBI Funds Management Pvt Ltd (SBI FUNDS)


 SBI Factors and Commercial Services Pvt Ltd (SBI FACTORS)

 SBI Cards & Payments Services Pvt. Ltd. (SBICPSL)


During the year, the Company recorded a total turnover of Rs 129.78 billion (US $
2.89billion),export turnover of Rs 11.42 billion (US $ 0.25 billion), import turnover of Rs
0.38 billion (US$ 8.46 million) and domestic turnover of Rs 117.98 billion (US $ 2.63
billion).As at March31, 2010, the Company had advances outstanding of Rs 30,298
million (US $ 674.79 million),of which the export outstanding stood at Rs 1,955 million
(US $ 43.54 million), import outstanding at Rs 99 million (US $ 2.20 million) and
domestic outstanding at Rs 28,244 million (US $ 629.04 million). Gross NPAs stand at
Rs 6,352 million (US $ 141.47 million) and Net NPAs stand at Rs 5,068 million (US $
112.87 million). The amount to be transferred to Reserve Fund is Rs 13.16 million (US $
0.29 million).

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Summary of Financial Results

2009-10 2008-09*
(in Rs. Mn.) (in Rs. Mn.)

Total Turnover 1,29,781 1,82,825

Domestic Turnover
1,17,977 1,55,562

Turnover 11,804 27,263

Outstanding 30,294 45,139

Total Income
4,931 6,765

Profit Before Tax

108 1,850
Profit After Tax
66 1,219

* (includes figures of SBI Factors and Commercial Services Private Limited for the Year
2008-09, since merged with the Company)

The company recorded a total income of Rs 4,931 million (US $109.82 million), posted
a profit before tax of Rs 108 million (US $ 2.41 million) during the current year against a
total income of Rs 6,765 million (US $ 133.28 million) and a profit before tax of Rs
1,850 million (US $ 36.47 million) reported in the previous year.

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State Bank of India offers following product & services to customers:-

SBI has every product for every need. Listed below are some of its major products and

1. Personal Banking:

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Personal banking is similar to retail banking. The essence is that the products and
services of the bank are tailored to meet individual banking and ancillary needs, including
everything from a checking account to investment advice.
A. Deposit schemes

a) Current Account: Minimum Account Opening Balance is Rs 10,000/- Current

Accounts are non interest bearing accounts.

Most Important Terms & Conditions

 Overdraft facility available based on credit history
 Free ATM / Debit Card in the 1st year; charge from 2nd year onwards.
 No restrictions on number of Payments / Withdrawals
 No interest paid on Deposits
 Transfer of account to any branch possible
 Account maintenance charge applicable
 No Passbook is issued but Statement of account is issued
 Nomination facility available
 KYC Norms of RBI to be followed for opening of Account

b) Saving & Deposit Account:

 Savings With Cheque Book

Minimum account opening balance: Rs 5,000/-

Interest payable on the daily closing balance subject to a minimum of Rs 10,000/- and is
credited to the account monthly.

 Savings without Cheque Book

Minimum Account Opening Balance: Rs 1,000 Interest Paybale on the minimum daily
closing balance subject to a minimum of Rs 2,000/- and is credited to the account

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Most Important Terms & Conditions

 Savings remain liquid, safe and earn interest

 Interest calculated on daily product basis
 Charges applied in case of non-maintenance of Average Quarterly Balance
 Nomination facility available
 Passbook issued to account holders
 Cheque Book / ATM Cards available free of cost in the 1 st year.Charge
from 2nd year onwards.
c) Term Deposits

Minimum Account Opening Balance Rs 50,000/- Interest is payable Quarterly, Yearly or

at Maturity, at the option of the depositor. A fixed deposit can be used as Security for
your loans and Overdraft facilities. Retail Department a) Savings & Current
Administration including Account Opening, Cheque Book Issue, Standing Instruction
Monetary, Interbank Transfer, Cheque Clearing etc. b) Term Deposits section including
account opening and interest payment etc.

2. Personal finance

a) Housing Loan

A home loan is a secured loan that borrowers obtain in order to purchase a home.
Because a home is the largest purchase many individuals will ever make, most borrowers
utilize home loans to assist with their home purchase.

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SBI Home Loans come to you on the solid foundation of trust and transparency built in
the tradition of State Bank of India.

SBI Offers three types of Home Loan for its customers

 SBI Easy Home Loan

Loan amount upto 30 lacs
Interest rate : Present effective rate being 9.75% p.a.
 SBI Advantage Home Loan
Loan amount above 30 lacs and upto 75 lacs
Interest rate : Present effective rate being 10% p.a.
 SBI Premium Home Loan
Loan amount above 75 lacs and upto 5 crore
Interest rate : Present effective rate being 10% p.a.
b) Car Loan

A Loan which is sanctioned for the purchase of an automobile is known as car loan.

SBI Offers two types of car Loan for its customers:

 SBI Easy Car Loan

Loan amount : Maximum Loan amount will be 2.5 times of net annual income.
Spouse’s income could also be considered provided the spouse becomes a co-borrower
in the loan. Loan amount below Rs. 5 lacs will cover under the scheme.

Interest rate : Present effective rate being 9.25% p.a

 SBI Advantage Car Loan

Loan amount : There is no upper limit for the amount of a car loan. A maximum loan
amount of 4 times the net annual income can be sanctioned. Spouse’s income could also
be considered provided the spouse becomes a co-borrower in the loan.

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Interest rate : Present effective rate being 11% p.a

c) Education Loan

A term loan granted to Indian Nationals for pursuing higher education in India or abroad
where admission has been secured.
Loan Amount : For studies in India, maximum Rs. 10 lacs
Studies abroad, maximum Rs. 20 lacs
Interest Rate : Upto 4 lacs 12%
Above 4 lacs and upto 7.5 lacs 13.50%
Above 7.5 lacs 12.50%

3. Services:

State Bank of India offers a wide range of services in the Personal Banking Segment
which are indexed here.

a) ATM Services

State Bank offers you the convenience of over 21,000 ATMs in India, the largest network
in the country and continuing to expand fast! This means that you can transact free of
cost at the ATMs of State Bank Group and wholly owned subsidiary viz. SBI Commercial
and International Bank Ltd., using the State Bank ATM-cum-Debit (Cash Plus) card.

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Besides State Bank ATM-Cum-Debit Card and State Bank International ATM-Cum-
Debit Cards following cards are also accepted at State Bank ATMs: -

1) State Bank Credit Card.

2) Cards issued by other banks displaying Maestro, Master Card, Cirrus, VISA and VISA
Electron logos.

3) All Debit/ Credit Cards issued by any bank outside India displaying Maestro, Master
Card, Cirrus, VISA and VISA Electron logos.

State Bank ATM-cum-Debit (State Bank Cash plus) Card:

India's largest bank is proud to offer you unparalleled convenience viz. State Bank ATM-
cum-Debit (Cash Plus) card. With this card, there is no need to carry cash in your wallet.
You can now withdraw cash and make purchases anytime you wish to with your ATM-
cum-Debit Card.

Get an ATM-cum-Debit card with which you can transact for FREE at any of over 21,000
ATMs of State Bank Group within our country.

Transaction Limits: Daily limit of Rs 40,000/- at the ATM

Daily limit of Rs 50,000/- at Point of Sale (POS) terminal for debit transactions
Combined daily limit of Rs 90,000/-


Page 28, the Internet banking portal of our bank, enables its retail banking
customers to operate their accounts from anywhere anytime, removing the restrictions imposed
by geography and time. It's a platform that enables the customers to carry out their banking
activities from their desktop, aided by the power and convenience of the Internet. Using Internet
banking services, you can do the following normal banking transactions online:

Funds transfer between own accounts.

Third party transfers to accounts maintained at any branch of SBI
Group Transfers to accounts in State Bank Group
Inter Bank Transfers to accounts with other Banks
Online standing instructions for periodical transfer for the above
Credit PPF accounts across branches
Request for Issue of Demand Draft
Request for opening of new accounts
Request for closure of Loan Accounts


Book your Railways Ticket Online

The facility has been launched wef Ist September 2003 in association with IRCTC. The
scheme facilitates Booking of Railways Ticket Online.
d) Mobile Banking

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State Bank Freedom – Your Mobile Your Bank

Away from home, balance enquiries can be made and/or money sent to the loved ones or
bills can be paid anytime 24x7!!! That is what State Bank Freedom offers -convenient,
simple, secure, anytime and anywhere banking.

The following functionalities are available:

 Funds transfer (within and outside the bank)

 Interbank Mobile Payment Services (IMPS)

 Enquiry services (Balance enquiry/ Mini statement)

 Cheque book request

 Demat Enquiry Service

 Bill Payment (Utility bills, credit cards, Insurance premium), Donations,


 Mobile Top up

 M Commerce (Top up of Tatasky, BigTV, SunDirect, DishTV connections and

receive recharge pins for DigitalTV/Videocon d2h, SBI life insurance premium).

e) Safe Deposit Locker

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For the safety of your valuables, we offer safe deposit locker facility at a large number of
our branches. There is a nominal annual rent, which depends on the size of the locker and
the centre at which the branch is located. The rent is payable in advance for the Financial
Year. A copy of the locker agreement regarding operation of the locker can be provided to
the locker hirer at the time of allotment of the locker.
Most Important Terms & Conditions
1. Annual rental is payable in advance.
2. Rental depends on the size of the lockers and location of the branch via metro/urban or
3. One time registration charges for all center is also levied.
4. KYC norms are applicable for locker hirers.
5. Lockers cannot be allotted to minors either singly or jointly with others.


SBI Life Insurance is a joint venture between State Bank of India and BNP Paribas
Assurance. SBI owns 74% of the total capital and BNP Paribas Assurance the
remaining 26%. SBI Life Insurance has an authorized capital of Rs. 2,000 cores
and a paid up capital of Rs 1,000 cores.

Page 31
SBI Life offers a wide range of services to you where not only you can track your
account, generate premium online. Also you can now pay your premium online with our
Electronic Clearing Service which is convenient and minimizes time & effort.
The various Insurance plans offered by SBI in Insurance sector are:

 Protection Plan
 Saving Plan
 Unit Linked Plan
 Child Plan
 Pension Plan
 Health Plan


State Bank of India, which is country’s largest public sector bank, is certainly the most
preferred choice of crores of Indians. It provides the facility where you can trade online
through demit accounts since this account is one of the prerequisites to start with any
kind of trading.

SBI Demat account brokerage charge:

SBI Demat account brokerage charges vary depending on the amount which one puts in.

There are various types of brokerages as well.

SBI Demat account turnover per month versus brokerage rates are-

Turnover Brokerage
0 – 5 lakh 0.50%
5 – 10 lakh 0.45%
10 – 25 lakh 0.40%
25 – 50 lakh 0.35%
50 – 75 lakh 0.30%
75 lakh – 2 Crore 0.25%
2 Crore and above 0.15%

SBI Demat account turnover versus brokerage rates for Intraday trading are-

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Turnover Brokerage
< 25 lakh 0.15%
25 – 50 lakh 0.12%
50 lakh – 1.5 Crore 0.10%
1.5 – 3 Crore 0.08%
3 – 6 Crore 0.07%
6 – 10 Crore 0.06%
Above 10 Crore 0.05%


The SBI customer care service is probably the best customer service offered by various
banks in India and across the world. The SBI customer care service is presumably the
most excellent in comparison to other banks. The bank through its customer service deals
with all kinds of difficulties faced by the clients in relation to the banking services offered
by SBI. The customer care executive pay attention to the problems put out by the bank
customers and provides them with an applicable and relevant solution to their doubts
concerning the bank products and services. The SBI always aims for providing necessary
assistance and information to its clients and attempts to cater to all the banking needs
regarding the highest quality of its services.

SBI has a 24 hour customer care helpline specially devoted to entertain all the queries,
suggestion and problems etc. put up by the bank’s customers. One can dial up the
customer care helpline and esquire about any of the product and services including that
on the home loan and other offered by the bank. One can also get information about the
terms and conditions laid down by the bank about the various services and products
offered by the bank.

Awards & Recognitions

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 Adjudged, Bank of The Year 2009, India by The Banker b Magazine for the
second year in succession.
 Awarded “Best Bank - Large”, and “Most Socially Responsible Bank” from
Business World Best Bank Awards 2009.
 The Bank bagged the BEST BANK 2009 Award by Business India.
 Adjudged the Most Trusted Brand 2009 - Economic Times, Brand Equity.
 Bagged the awards for “Most Preferred Bank”, “Most Preferred Credit Card’ and
“Most Preferred Home Loan Brand” from CNBC AWAAZ Consumer Awards,
Sept ’09.
 Awarded Visionaries of Financial Inclusion – Year 2009 by Financial Information
Network & Operations Ltd.

Company Profile of ICICI:

Page 34

Khayaal Aapka:

Over the past decade ICICI Bank has redefined the banking landscape. Through a deep
understanding of customer needs, it has leveraged technology to introduce several
innovations to make banking simple and convenient for the consumer. Continuing with
our commitment towards deepening our relationship with our customers, we have
undertaken many initiatives to strengthen the customer experience through multiple touch
points such as bank branches, internet banking, mobile banking and phone banking. In
addition we have continued to offer products and services that have been thoughtfully
designed, keeping the consumer in mind.

Khayaal aapka is a reflection of this commitment that we have towards our customers.

Page 35
Khayaal aapka embodies our relationships with customers that go beyond transactions it
is our commitment to treat our customers fairly, show empathy towards customer needs
and create and deliver products and services that make a difference to our customers'

ICICI Bank is India's second-largest bank with total assets of Rs. 3,849.70 billion
(US$ 82 billion) at March 31, 2010 and profit after tax Rs. 40.25 billion for the year
ended March 31, 2010. The Bank has a network of about 2,529 branches and 6,000 ATMs
in India and presence in 19 countries.

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.

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

ICICI Bank's equity shares are listed in India on Bombay Stock Exchange and the
National Stock Exchange of India Limited and its American Depositary Receipts (ADRs)
are listed on the New York Stock Exchange (NYSE).


ICICI Bank was originally promoted in 1994 by ICICI Limited, an Indian financial
institution, and was its wholly-owned subsidiary. ICICI's shareholding in ICICI Bank was
reduced to 46% through a public offering of shares in India in fiscal 1998, an equity
offering in the form of ADRs listed on the NYSE in fiscal 2000, ICICI Bank's acquisition
of Bank of Madura Limited in an all-stock amalgamation in fiscal 2001, and secondary
market sales by ICICI to 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

Page 36
businesses. In 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, 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.

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. 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 transaction-
banking services. The merger would enhance value for ICICI Bank shareholders through
a large capital base and scale of operations, seamless access to ICICI's strong corporate
relationships built up over five decades, entry into new business segments, higher market
share in various business segments, particularly fee-based services, and access to the vast
talent pool of ICICI and its subsidiaries. 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. ICICI bank
has formulated a Code of Business Conduct and Ethics for its directors and employees.

ICICI bank (formerly 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 2010), a
network of over 2,529 branches, 22 regional offices and 49 regional processing centers,
about 6000 ATMs (at the end of March 2010), and 24 million customers (at the end of
March 2010). ICICI bank offers a wide range of banking products and financial services

Page 37
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, 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.



Page 38
 1955: The Industrial Credit and Investment Corporation of India Limited (ICICI)
was incorporated at the initiative of World Bank, the Government of India and
representatives of Indian industry, with the objective of creating a development
financial institution for providing medium-term and long-term project financing
to Indian businesses. Mr. A.Ramaswami Mudaliar is elected as the first Chairman
of ICICI Limited.

o ICICI emerges as the major source of foreign currency loans to Indian

industry. Besides funding from World Bank and other multi-lateral
agencies, ICICI was also among the first Indian companies to raise funds
from international markets.

 1956: ICICI declared its first dividend, of 3.5%.

 1958: Mr.G.L.Mehta appointed the second Chairman of ICICI Ltd.

 1960: ICICI building at 163, Backbay Reclamation, inaugurated.

 1961: The first West German loan of DM 5 million from Kredianstalt obtained.

 1967: ICICI made its first debenture issue for Rs.6 crore, which was

 1969: The first two regional offices set up in Calcutta and Madras.

 1972: ICICI becomes the second entity in India to set up merchant banking

o Mr. H. T. Parekh appointed the third Chairman of ICICI.

 1977: ICICI sponsored the formation of Housing Development Finance

Corporation and manages its first equity public issue.

 1978: Mr. James Raj appointed the fourth Chairman of ICICI.

 1979: Mr.Siddharth Mehta appointed the fifth Chairman of ICICI.

 1982: ICICI became the first ever Indian borrower to raise European Currency

o ICICI commences leasing business.

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 1984: Mr. S. Nadkarni appointed the sixth Chairman of ICICI.

 1985: Mr. N.Vaghul appointed the seventh Chairman and Managing Director of

 1986: ICICI became the first Indian institution to receive ADB Loans.

o ICICI, along with UTI, set up Credit Rating Information Services of India
Limited, India's first professional credit rating agency.
o ICICI promotes Shipping Credit and Investment Company of India
o The Corporation made a public issue of Swiss Franc 75 million in
Switzerland, the first public issue by any Indian entity in the Swiss Capital

 1987: ICICI signed a loan agreement for Sterling Pound 10 million with
Commonwealth Development Corporation (CDC), the first loan by CDC for
financing projects in India.

 1988: Promoted TDICI - India's first venture capital company.

 1993: ICICI Securities and Finance Company Limited in joint venture with J. P.
Morgan set up.

o ICICI Asset Management Company set up.

 1994: ICICI Bank set up.

 1996: ICICI Ltd became the first company in the Indian financial sector to raise

o SCICI merged with ICICI Ltd.

o Mr. K.V.Kamath appointed the Managing Director and CEO of ICICI Ltd

 1997 : ICICI Ltd was the first intermediary to move away from a single prime rate
structure to a three-tier prime rates structure and introduced yield-curve-based

o The name "The Industrial Credit and Investment Corporation of India Ltd"
changed to "ICICI Ltd."
o ICICI Ltd. announced the takeover of ITC Classic Finance.

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 1998: A new logo symbolizing the common corporate identity for the ICICI
Group was introduced.

o ICICI announced takeover of Anagram Finance.

 1999 : ICICI launched retail finance - car loans, home loans and loans for
consumer durables.

o ICICI becomes the first Indian company to get listed on the NYSE through
an issue of American Depositary Shares.

 2000 : ICICI Bank became the first commercial bank from India to get its stock
listed on the NYSE.

o ICICI Bank announces merger with Bank of Madura.

 2001: The Boards of ICICI Ltd and ICICI Bank approved the merger of ICICI
Ltd. with ICICI Bank.

 2002: ICICI Ltd merged with ICICI Bank Ltd to create India’s second-largest
bank in terms of assets.

o ICICI assigned higher than "Sovereign" rating by Moody’s.

o ICICI Bank launched India’s first CDO (Collateralized Debt Obligation)
Fund named Indian Corporate Collateralized Debt Obligation Fund
(ICCDO Fund).
o "E-Lobby", a self-service banking centre and a first of its kind in India, is
inaugurated in Pune.
o ICICI Bank launched Private Banking.

 2003: The first Integrated Currency Management Centre launched in Pune.

o ICICI Bank announced the setting up of its first-ever offshore branch in

o The first offshore banking unit (OBU) at SEEPZ Special Economic Zone,
Mumbai, was launched.
o ICICI Bank’s UK subsidiary launched.
o India’s first ever "Visa Mini Credit Card", a credit card 43% smaller in
dimensions was launched.

 2004: Max Money, a home loan product that offers the dual benefit of higher
eligibility and affordability to a customer, introduced

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o Mobile banking service in India launched in association with Reliance
o India’s first multi-branded credit card with HPCL and Airtel launched.
o Kisan Loan Card and innovative, low-cost ATMs were launched in rural
o ICICI Bank and CNBC TV 18 announced India’s first ever awards
recognizing the achievements of SMEs, a pioneering initiative to
encourage the contribution of Small and Medium Enterprises to the
growth of the Indian economy.
o ICICI Bank introduced 8 to 8 Banking wherein all the branches of the
Bank would remain open from 8a.m. to 8 p.m. from Monday to Saturday.
o ICICI Bank introduced the concept of floating rate for home loans in

 2005: First rural branch and ATM launched in Uttar Pradesh at Delpandarwa,

o "Free for Life" credit cards launched wherein annual fees of all ICICI
Bank Credit Cards were waived off.
o ICICI Bank and Visa jointly launched mChq – a revolutionary credit card
on the mobile phone.
o ICICI Bank became the largest bank in India in terms of its market
o ICICI Bank became the first private entity in India to offer a discount to
retail investors for its follow-up offer.

 2006: ICICI Bank became the first Indian bank to issue hybrid Tier-1 perpetual
debt in the international markets.

o ICICI Bank subsidiary set up in Russia.

o Introduced a new product - ‘NRI smart save Deposits’ – a unique fixed
deposit scheme for nonresident Indians.
o Representative offices opened in Thailand, Indonesia and Malaysia.
o ICICI Bank became the largest retail player in the market to introduce a
biometric enabled smart card that allow banking transactions to be
conducted on the field. A low-cost solution, this became an effective
delivery option for ICICI Bank’s micro-finance institution partners.

 2007: ICICI Bank makes a USD 2 billion three-tranche international bond

offering, which becomes the largest bond offering by an Indian bank.

Page 42
o Sangli Bank was amalgamated with ICICI Bank.
o ICICI Bank raised Rs 20,000 crore (approx $5 billion) from domestic and
international markets through a follow-on public offer.
o ICICI Bank’s GBP 350 million international bond offering marked the
inaugural deal in the sterling market from an Indian issuer and also the
largest deal in the sterling market from Asia.

 2008: ICICI Bank enters USA, launches its first branch in New York

o ICICI Bank enters Germany, opens its first branch in Frankfurt

o ICICI Bank launched iMobile, a breakthrough innovation in banking
where practically all Internet banking transactions can now be done easily
on the mobile phone.

ICICI Bank offers the following services to its customers:

1. Personal Banking:

 Deposits
 Loans
 Cards
 Investments
 Insurance
 Demat services
 Wealth management
 Mobile banking
 Internet banking

A. Account & Deposit

ICICI Bank has designed a gamut of accounts and deposits to cater to your unique
banking needs. Add this to our extensive branch & ATM network and facilities like
mobile, phone, internet and doorstep banking, and experience banking at its best.

a) Current Account

Page 43
ICICI Current Bank Account has the facility of unlimited cash deposit and cash
withdrawal and comes with an unlimited cheque book facility. This account of the ICICI
bank is suitable for: Stockiest or businessmen, partnership firms or joint stock companies,
public corporations or public authorities etc.

ICICI Bank offers you a suite of current account products that meet all your banking
requirements, these are.

b) Saving Account

Minimum average quarterly Balance

Metro and Urban - Rs.10,000

Semi-urban- Rs.5,000,
Rural - Rs.2,000

Interest Rate: 3.5 %p.a.

B. Loans

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

a) Home Loan

ICICI Bank Home Loans, offer unbeatable benefits to ensure that you get the best deal
without any hassles .As one of the leading home loan provider, ICICI Bank understands
how special building a new home is for you and our Home Loan help you lay the
foundation for your dream home.

Page 44
ICICI offers you the most convenient home loan plans to suit your needs. With so many
attractive features in every type of home loan we offer, creating the home you always
wanted is no longer a distant dream. Some of our key benefits are:

 Guidance throughout the process.

 Home loan amounts suited to your needs.

 Home Loan tenure upto 20 years.

 Simplified documentation.

 Doorstep delivery of home loan papers.

 Sanction approval without having selected a property.

 Free Personal Accident Insurance.

 Insurance options for your home loan at attractive premium.

b) Car Loan

Turn your dream into reality. Own that new car you have always desired, with a little
help from us. ICICI offer loans up to 90% of the ex-showroom price of the car. Our
interest rates would pleasantly surprise you. What's more, you can take up to 5 years to
repay the loan. Worried about paperwork? Relax. The process for getting a loan involves
only a few simple steps and we will tailor-make the loan to suit your needs.

Pick your choice:

 Loan on the Strength of Your Income: Submit income proofs as required and avail
finance up to 90% of the ex-showroom price of the car.*

Page 45
 Car Loans with Fixed Interest Rates: ICICI Bank offers new car loans with fixed
rate option only.


ICICI Prudential Life Insurance Company is a joint venture between ICICI Bank - one of
India's foremost financial services companies-and Prudential plc - a leading international
financial services group headquartered in the United Kingdom. Total capital infusion
stands at Rs. 47.80 billion, with ICICI Bank holding a stake of 74% and Prudential plc
holding 26%.

We began our operations in December 2000 after receiving approval from Insurance
Regulatory Development Authority (IRDA). Today, our nation-wide reach includes 1,900
branches over 210,000 advisors; and 6 banc assurance partners.

For three years in a row, ICICI Prudential has been voted as India's Most Trusted Private
Life Insurer, by The Economic Times - AC Nielsen ORG Marge survey of 'Most Trusted
Brands'. As we grow our distribution, product range and customer base, we continue to
tirelessly uphold our commitment to deliver world-class financial solutions to customers
all over India.

ICICI Prudential Life Insurance offers wide range of Insurance Plan. These are-

 Term Plan
 Wealth Plan
 Child Plan
 Health Plan
 Retirement Plan


Page 46
ICICI bank provides its customers the Demat account or the online trading account to get
easy saving and investment in the Indian stock market with easy dealings. ICICI bank
provides the details of Demat account through SMS and Emails alerts.

ICICI Demat account charges:

There is no amount necessary for opening the demat account in ICICI bank. These are
valid on sub/ frequent broker charges and standard charges.

Annual service fee is Rs 500 and for frequent/sub broker is Rs 1200 for ICICI demat

An agreement is essential to make in a stamp paper of Rs 100.

The ICICI demat account charges are Rs 0 for buying shares.

The selling charges applicable are-0 trade on For instruction provided
through branches-0.04% (standard charges) and 0.02% frequent/sub broker. and so and

NRI Banking:

 Money Transfer
 Bank accounts
 Investments
 Property Solutions
 Insurance
 Loans

Business Banking:

 Corporate net banking

 Cash Management
 Trade services

Awards & Recognitions:

Page 47

 ICICI Bank won 2009 Brandon Hall Excellence in Learning Award

 In the Domestic Banking Awards of Finance Asia Country Awards for
Achievement, 2009 held at Hongkong, ICICI Bank won the 'Best Foreign
Exchange Bank, India' and 'Best Trade Finance Bank, India'

 Ms Chanda Kochhar, Managing Director & CEO, conferred the Outstanding

Woman Business Leader of the Year award by CNBC TV18
 ICICI Bank awarded the most Tech-friendly Bank award by Business World
 ICICI Bank received the 2010 World Finance UK award for:
a. Excellence in Remittance Business, Worldwide
b. Excellence in NRI Services, Worldwide
c. Excellence in Private Banking Business, APAC Region


 Ms. Chanda Kochhar, Managing Director & CEO, in the list of 25 most powerful
professional women of the country , by India Today ICICI Bank has won the
"Banking Technology Awards 2010" at The Indian Banks Association in the
following categories:
 "Best Financial Inclusion Initiative" (first prize)

Page 48
Chapter 5

Page 49
Age – Group No. of Respondents Percentage
18-25 20 40%
26-35 12 24%
36-45 10 20%
45 & Above 8 16%

Table No. 1:

Table showing Age group of Respondents of SBI customers.

Graph No. 1:

Graph showing Age group of Respondents.


The graph shows most of the respondents are between the age group 18-25 years. Some
respondents are between age group 26-36, 36-45 and some respondents are of age above
45 years of age.


Page 50
From the graph it can be inferred that in SBI has customer from all most all age group.
Younger age group people mostly prefer SBI, because of its excellent service, very less
service charges, widely network coverage, etc. Most of the people have account in SBI
because the above reasons.

Table No. 2:

Table showing type of Account Respondents having.

Account No. of Respondents Percentage

Saving Account 20 40%
Current Account 10 20%
Fixed Account 16 32%
NRI Account 1 2%
Others 3 6%
Graph No. 2:

Graph showing type of Account Respondents having.

ANALYSIS: Graph shows that majority of respondents i.e. 40% are having saving bank
account in their bank. Some people are having fixed income account and some people are
Current account holders.

INTERPRETATION: It can be inferred that saving bank account holders are more
because of its very good service. In savings bank account, customers can made deposits,

Page 51
which are liquefied, safe and gets moderate rate of interest. This is to facilitate the
customers to save money, which can be utilized at later time, when the money is needed
very badly.

TABLE No. 3:

Table showing Respondents take Loan from SBI.

Types of Loan No. Respondents Percentage

Housing Loan 15 30%
Personal Loan 12 24%
Vehicle Loan 10 20%
Education Loan 5 10%
Others 8 16%

GRAPH No. 3:

Graph showing Respondents take Loan from SBI.


The above graph shows that most of the respondents have taken Housing loan and
personal loan (i.e. 30% respondents have taken housing loan and 24% have taken
personal loan). Vehicle loan is also taken from SBI , but it is not that much as other loans.
Education loan has taken by 10% respondent only.


Page 52
Availing loan from SBI is very easy when compared to other banks. That is the main
reason of availing loan from SBI for different purposes. For an example if a person is
having a plot in his name and want to build a house, if he/she want a loan from SBI then
he can get a loan very easily and with a very less interest rate also.

TABLE No. 4:

Table showing preference of Services by the Respondents:

Services Most preferred Moderate Less preferred

Insurance services 0 8 42
ATM services 36 14 0
Internet banking 25 17 8
Deamt Service 12 23 15
Mobile Banking 14 22 14
Core Banking 38 12 0

Graph showing preference of Services by the Respondents:


The graph shows most of the respondent preferred ATM service of SBI, core banking
internet banking. Very less preference goes to Insurance service , Demat services, mobile
banking, etc.


Page 53
In Insurance sector, many insurance companies like LIC, GIC, etc. are the king of the
market. And some other insurance companies like ICICI Lombard, HDFE Standard life,
etc. are well positioned themselves in the mind of customers. That may be the reason of
not preferring insurance services of SBI by the customers.

TABLE No. 5:

Table showing the services availed by the SBI customers through Internet banking.

Services of Internet Banking No. of Respondents Percentage

Fund Transfer 5 10%

Bills Payment 12 24%
Online Trading 11 22%
Ticket Booking 15 30%
Others 7 14%
Graph No. 5:

Graph showing the services availed by the SBI customers through Internet banking.


The above graph shows most of the SBI customers use their internet banking service for
ticket booking, bill payment and online trading. But very few people use internet banking
fund transfer and other purpose.


Page 54
It can be inferred that most respondents are booking ticket through using internet
banking of SBI, because of it’s a easy process and SBI are charge very less amount for
booking ticket.

Table No. 6:

Table showing Age group of Respondents of ICICI bank customers.

Age - Group No. of Respondents Percentage

18-25 5 10%
26-35 29 58%
36-45 15 30%
45 & Above 1 2%

Graph No. 6:

Graph showing Age group of Respondents of ICICI bank customers.


The graph shows most of the respondents are between the age group 26 -35 years. Some
respondents are between age group 36 -45, 18 -25 and very less respondents are of above
45 years of age.

Page 55

From the graph it can be inferred that in ICICI has customer from all most all age group.
26- 35 age group people mostly prefer ICICI, because of its excellent service, widely
network coverage, and new technology used by the Bank, etc. Most of people have
account in ICICI because the above reason.

Table No. 7:

Table showing type of account Respondents having.

Account No. of Respondents Percentage

Saving Account 12 24%
Current Account 25 50%
Fixed Account 8 16%
NRI Account 2 4%
Others 3 6%

Graph No. 7:

Graph showing type of account Respondents having.


Graph shows that majority of respondents i.e. 50% are having current bank account in
their bank. Some people are having Fixed income account and some people are saving
account holders.

Page 56

It can be inferred that current bank account holders are more because of its very good
service. Current bank account help the customer to have both ATM and Debit card
facility, Unlimited Withdrawal and deposit facility, unlimited cheque book and doorstep
banking etc.

Table No. 8:

Table showing Respondents take Loan from ICICI bank.

Loan No. of Respondents Percentage

Housing Loan 14 28%
Personal Loan 8 16%
Vehicle Loan 22 44%
Education Loan 2 4%
Others 4 8%
Graph No. 8:

Graph showing Respondents take loan from ICICI bank.


The above graph shows that most of the respondents have taken Vehicle loan and
housing loan (i.e. 44% respondents have taken vehicle loan and 28% have taken housing
loan). Personal loan is also taken from ICICI bank and education loan has taken by 4%
respondents only.

Page 57

Availing loan from ICICI bank is easy. This is the main reason of availing loan from
ICICI for different purpose. For an example if a person want to a car on own name, if
he/she want a loan from ICICI bank then get a loan very easily and with a very less
interest rate also. ICICI provide housing loan with a interest rate also.

Table No. 9:

Table showing preference of services by Respondents.

Service Most preferred Moderate Less preferred

Insurance Service 12 10 28
Internet Banking 42 7 1
Mobile Banking 20 22 8
ATM Service 36 14 0
Demat Service 16 20 14
Core Banking 40 10 0
Graph No. 9:

Graph showing preference of services by Respondents.

ANALYSIS: The graph shows most of the respondents preferred Internet banking
service, ATM service, Core banking service of ICICI bank. Very less preference goes to
Insurance service and Mobile banking etc.

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INTERPRETATION: Internet banking service of ICICI is more preferred by the
customers, because of most respondents are either business man or employees and ICICI
bank provide excellent service in this sector.

Core banking service is a most important factor while doing transaction in banks. Core
banking service of ICICI is good and accepted by customer.

Table No. 10:

Table showing the services availed by the ICICI customers through Internet banking.

Services of Internet Banking No. of Respondents Percentage

Fund Transfer 13 26%
Bills Payment 12 24%
Online Trading 15 30%
Ticket Booking 6 12%
Others 4 8%

Graph No. 10:

Graph Table showing the services availed by the ICICI customers through Internet

ANALYSIS: The above graph shows most of the ICICI bank customer use their internet
banking service for online trading, fund transfer, bills payment and others purpose. But
very few people use internet banking for ticket booking.

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INTERPRETATION: It can be inferred that most respondents are online trading
(30%),bills payment (24%), and fund transfer(26%) through using internet banking of
ICICI, because of the ICICI provide excellent service in this sector and charge less
amount for online trading other then, but few respondents are using booking ticket
through internet banking because of the ICICI bank charged for this service few more
amount other then.

Comparison between ICICI and SBI banks

ICICI bank is the largest private sector bank in India and the second largest commercial
bank in India. It has branches all over India and even in smaller towns in South India
after the takeover of Bank of Madurai. The bank also has foreign subsidiaries like ICICI
bank, Canada in Canada, Britain and Russia, representative offices in USA, China, UAE,
Bangladesh, South Africa and branches in Bahrain, Singapore .

 It offers a platform for online share trading through ICICI Direct and
insurance services- ICICI Prudential. NRI services include money transfer
through Money2India, which offer better foreign exchange rates for lower
amounts compared to other services.

 Like most private sector banks, all ICICI bank branches in India are
networked. You can access your account from any ICICI bank branch in India.
Anyone can also deposit cash/local cheque in your account at any branch of
ICICI bank.

 Also they have very convenient bank timings and are open for 12 hours from
8.00 a.m to 8 p.m from (Monday to Saturday).

 You can deposit cash in your own account at the ATM, for depositing cash
into a third party account, you have to visit the branch.

 Since ICICI bank was established after 1991 it offers online banking where
you can check the balance in your account any time. The interface for current
accounts is much better and user friendly compared to that for their saving

 ICICI charged for opening a saving account min. amount Rs 5000 and for
current account min. amount Rs 10000. ICICI give interest rate for saving

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account 3.25% per annum and for fixed deposit its depending to duration of
time and amount.

 For savings account, up to 3 cash deposits per quarter (3 months) at the non
base branch can be made at no cost. For additional cash deposits, the bank
charges the recipient Rs 100 (+ service tax) per deposit. For outstation
cheques, ICICI bank charges a minimum of Rs 30 (+ service tax) for savings

 They have discontinued the auto sweep-in facility, where the amount in
savings accounts was automatically converted into a fixed deposit, if it
exceeded Rs 15000. With the decline in interest rates for loans, providing this
facility is no longer profitable for the bank.

 ICICI bank provides a large option in Insurance sector. They have varity of
product to the customer.

 ICICI banks offers mobile banking, internet banking services, in this segment
there are no any bank provide better service compare to ICICI.

SBI is the largest public sector bank in India:-

 SBI has wide network branches and ATMs all over India. SBI has one of the
largest network of ATMs in the Asia Pacific region. Many branches of State Bank
of India are computerized.
 SBI timings vary according to location, for example the Jaynagar, Bangalore
branch of State Bank of India is open between 10.15 am to 3pm (Tuesday-

 The minimum amount charge to opening a saving account in SBI bank is Rs 1000
and for current account they charge min. amount 5000. SBI give interest rate for
saving account 3.25% per annum and for fixed deposit its depending to duration
of time and amount.

 State Bank of India has varity of product and services to his/her customer like-
loan, Insurance; demat, Mobile banking, Internet banking, Core banking, etc.

 In loan segment SBI charge low interest rate compare to ICICI bank.

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 SBI debit cum visa card allows booking of railways tickets, air tickets, movies
ticket and parching more through internet banking and swap the card. In booking
railways tickets SBI charge 10 rupees per transaction. State Bank of India is the
largest issuer of debit cards (Maestro) in India

 State Bank customers who have to wait a long time to process a bank transaction
can register their complaint through a touch screen device for customer feedback
service at the branch. The information is recorded and processed in the central

Chapter 6
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 30% respondents to choose the SBI bank is because the bank is providing
wide branch network to the customers.
 24% respondents are saying the reason to choose the services of the SBI
bank is because they are good in effective customer service.
 The income level of the respondents who are having an account in SBI
bank falling under the income level of Rs. 1 – 3 Lakhs Yearly.
 The age group of 18yrs – 25yrs respondents mostly is having an account
in SBI bank.
 The both gender are equally having an account in SBI bank.
 Many of respondents to choose saving account in SBI bank.
 Most of respondents taking Home loan through SBI bank, because they
satisfied with interest rate charged by SBI.
 30% of respondents are choosing Unit linked insurance plan in SBI.
 Many of the respondents are not aware of the many services rendered by
the SBI bank. The few are deposit of cash in ATM, request for cheque
book in ATM, end of the day balance in mobile, etc.
 Sum Of the respondents to choose the ICICI bank is because the bank is
more reliable to the customers.
 Many of the respondents are saying the reason to choose the services of
the ICICI bank is because they are good in efficient customer service and
efficient complaint handling.
 The income level of the respondents who are having an account in ICICI
bank falling under the income level of Rs. 3 – 5 Lakhs Yearly.
 The age group of 25yrs - 35yrs respondents mostly is having an account
in ICICI bank.
 The male gender is mostly having an account in ICICI bank.
 Many of the respondents are not aware of the many services rendered by
the ICICI bank. The few are deposit of cash in ATM, request for cheque
book in ATM, end of the day balance in mobile, etc.

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The customers now days are not only exposed of what type of service is being provided
by banks in India but in the world as a whole. They expect much more than what is
actually being provided. So the now coming days SBI and ICICI bank have to provide
and cater to all the needs of the customers otherwise it is difficult to survive in the
competition coming up.

They not only expect the safety of money but also best ways to invest that money which
need to be fulfilled. SBI and ICICI bank need to have a better outlook towards to actually
what customers are requiring. Entries of the private sector banks have made the
competition tougher. If a bank is not functioning properly it is being closed. So it is
difficult to face these types of conditions. Here a simple philosophy can work that
customers are God and we need to follow this to survive and serve better.

The SBI and ICICI bank are poised for explosive growth. In this, scenario, it is
imperative that banks adopt technology at an aggressive Pace, if they wish to remain
competitive. Money makes a case for these banks to outsource their technology
infrastructure requirement, thus enabling early adoption and increased efficiencies.

In the prevailing scenario, a number of banks have adopt a new development strategy of
infrastructure outsourcing, to lower the cost of service channels. As a result, other banks
too will need to align their reinvented business models. The required changes at both the
business and technology levels are enormous. In a highly competitive banking market,
early adopters are profiting from increased efficiencies.


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 Banks should obey the RBI norms and provide facilities as per the norms, which
are not being followed by these banks. While the customer must be given prompt
services and the bank officer should not have any fear on mind to provide the
facilities as per RBI norms to the units going sick.
 Banks should increase the interest rate of saving account.
 Banks should provide loan at the lower interest rate and education loans should be
given with ease without much documentation. All the banks must provide loans
against shares.
 Fair dealing with the customers. More contribution from the employee of the
bank. The staff Should be co-operative, friendly and must be capable of
understanding the problems of customers
 Internet banking facility must be made available to customer free of cost in both
 Prompt dealing with permanent customers and speedy transaction without
harassing the customers.
 Each section of both banks should be computerized even in rural areas also.
 Real time gross settlement can play a very important role.
 More ATM coverage should be provided for the convenience of the customers.
 No limit on cash withdrawals on ATM cards.
 The bank should bring out new schemes at time-to-time so that more people can
be attracted. Even some gifts and prizes may be offered to the customers for their
 24 hours banking should be induced so as to facilitate the customers who may not
have a free time in the daytime. It will help in facing the competition more
 The charge for saving account opening in ICICI bank is high, so they should also
be reduced.
 Customers generally complain that full knowledge is not granted to them. Thus
the bank should properly disclose the features of the product and services to the
customers. Moreover door to door services can also be introduced by SBI and
ICICI bank.

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 Kothari C.R. (1990) Research Methodology: Method and Techniques; Wishva
Prakashan, New Delhi.
 Bodie.Z, Kane.A & Mracus.J : Essentials of Investments.
 Prof. E Gordon & Dr. K. Natrajan “Banking Theory Law and Practice”.
 “Indian financial System & Commercial Banking” by Khan Masood Ahmed
 “Banking in India” by P.N.Varshney

 Business World
 Business Today
 The Smart Manager


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1) Which type of account do you hold in the bank?

a) Saving account b) current account c) Fixed account

d) NRI account e) others

2) What are the interest rates provided by your bank on deposit?

a) 3%-5% b) 5%-7% c) 7%-9%

d) above 9%

3) Are you satisfied with the interest rate provided by the bank?

a) Yes b) Friends

If no what is the reason

4) Have you taken any loan from bank?

a) Yes b) No

5) If yes, then for what purpose?

a) Housing loan b) Personal loan

c) Vehicle loan d) Education loan e) other

6) What is the interest rate charged by your bank on loan?

a) 9%-10% b) 10%-11% c) 11%-12%

d) 12%-13% e) above 13%

7) Are you satisfied with the interest rate charged by the bank?

a) Yes b) No

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If No, what is the reason

8) Which services are used by you through an ATM?

a) Cash withdrawal b) Cash deposit c) Bills payment

d) A/c transfers f) others

9) What are the problem you have uncounted while using an ATM?

a) The max. Withdraw amount is limit

b) The No. of ATM is not enough

c) ATM not able to print slip when demanded

d) ATM working too slowly

f) No any Problem

10) Which services are provided through Mobile banking by your bank?

a) Bills payment b) Know the cheque details c) Sms alerts

d) Booking ticket e) Mobile recharge f) others

11) Which services are provided by Internet banking by your bank?

a) Fund transfer b) Bills payment c) Online trading

d) Ticket booking e) others

12) Is your bank provides stock trading service?

a) Yes b) No

13) What are the demat a/c brokerage fee charged in a month by your bank?

a) 0.15%-0.25% b) 0.25%-0.35%

c) 0.35%-0.45% d) above 0.45%

14) Please rate the following services provided by your bank as per your preference.

More preferred Moderate Less preferred

Insurance Service

ATM Service

Internet Banking

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Demat Service

Mobile Banking

Core Banking

15) Suggestions if any,


Thank You for spending your precious time in giving your responses

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