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CERTIFICATE

This is to certify that the seminar paper entitled “ CUSTOMER RELATIONSHIP


MANAGEMENT: A CASE OF BANKING SECTOR IN INDIA, submitted by me Kunti
Karna Panchayat College Bargarh, is a record of bonafide research work under my supervision
and consider it worthy of consideration for the partial fulfillment of Degree in Commerce.

……………………………

Bhanu Prakash Das

(Supervisor)

ACKNOWLEDGEMENT
I owe sense of gratitude to my Guide, department of Commerce, Panchayat College, Bargarh
for giving me the golden opportunity to make an assessment on “CUSTOMER
RELATIONSHIP MANAGEMENT: A CASE OF BANKING SECTOR IN INDIA”.
Further, I express my deep regard for his guidance, cooperation and valuable comments in
preparation and completion of assessment.

Lastly, I would like to than my family members who helped me to extreme in providing the
materials and completing the project.
DECLARATION

I certify that

A. The work contained in the these is original and has been do by myself under the
general supervision of my supervisor.
B. The work has not been submitted to any other institute for any degree or diploma.
C. I have followed the guidelines provided by the Institute in writing the thesis.
D. I have conformed to the norms and guidelines given in the Ethical code of conduct
of the Institute.
E. Whenever I have used materials (data, theoretical analysis sources ,and text)from
other sources ,I have give due credit to them by citing them in the text of the these
is and giving their details in the references.
F. Whenever I have quoted written material from other sources,I have put them under
quotation marks and given due credit to the sources by citing them and giving
required details in the references.
CONTENT

SL NO TITLE PAGE NO
1 INTRODUCTION
2 AIMS OF CRM
3 CRM IN BANKING SECTORS
4 CHANLLENGES FOR CRM OF
NATIONALIZED BANKING SECTORS
5 SIGNIFICANCE OF CRM
6 IMPACT OF BANKING SECTORS IN
INDIA
7 OBJECTIVES AND NEED OF
BANKING SECTORS
8 BENEFITS OF CCRM
9 RESEARCH OBJECTIVE
10 RESEARCH METHODOLOGY
11 DATA ANALYSIS AND
INTERPRETATION

12
“CUSTOMER RELATIONSHIP MANAGEMENT: A CASE OF BANKING SECTOR
IN INDIA”

INTRODUCTION

A brief introduction to the customer or client Relationship Management is that it’s a strategy
used to learn more about customer’s need and behaviors in order to develop stronger business
relationships with them. After all, good customer relationships are the heart of any business
success.Customer Relationship Management is an upright concept or strategy to solidify
relations with customers and at the same time reducing cost and enhancing productivity and
profitability in business.An ideal CRM system is a centralized collection all data sources under
an organization and provides an atomistic real time vision of customer information. A CRM
system is vast and significant, but it can be implemented for small business, as well as large
enterprises as the main goal is to assist the customer efficiently.CRM system provides a well
defined platform for all business units to interact with their clients and fulfill all their needs
and demands very effectively and to build long-term relationship.

MEANING OF CUSTOMER RELATIONSHIP MANAGEMENT

The art of managing the organization’s relationships with the customers and prospective clients
refer to customer relationship management.

Customer relationship management includes various strategies and techniques to maintain


healthy relationships with the organization’s existing as well as potential customers.
Organizations must ensure customers are satisfied with their products and services for higher
customer retention. Remember one satisfied customer brings ten new customer with him where
as one dissatisfied customer takes away ten customer along with him.In simple words, customer
relationship management refers to the study of needs and expectations of the customers and
providing them to right solution.CRM helps in providing better service to the customers and
developing effective customer relationship.CRM integrates everything that a company sales,
services and marketing teams know about the individual customer to get a 360-degree view of
the customer relationship.The aims of CRM is to build customer equity ,customer equity is the
sum of lifetime value is the sum of lifetimes values of all the customer.CRM analysts develop
data warehouses and use determining techniques to develop and maintain long lasting
relationship with the valuable customers.
AIMS OF CUSTOMER RELATIONSHIP MANAGEMENT

Customer relationship management (CRM) is an approach to manage a company’s interaction


with current and potential customers. It uses data analysis about customers’ history with a
company to improve business relationships with customers, specifically focusing on customer
retention and ultimately driving sales growth.

Customer relationship management (CRM) is a technology for managing all your company’s
relationships and interactions with customers and potential customers .The goal is simple :
Improve business relationships. A CRM system helps companies stay connected to customers,
streamline processes , and improve profitability.

Top 5 CRM Aims

1- Customer Satisfaction

Every company needs their customers to be satisfied. Satisfied customers are more likely to
return to make further purchases, as well as to promote a company’s good name and
recommend services to others. Customers more than ever want to feel engaged with the
companies that they are dealing with, one way CRM can help with this is through contact
management

2-Become More Efficient

Implementing CRM software helps your customer queries and concerns more quickly and
efficiently, which will boost productivity as well as customer satisfaction. In sales and
marketing department, CRM can even help track all leads and campaigns from beginning to
end, making the entire process more effective.

3-Produce Better Making Company

As well as making the process of conducting a marketing company easier ,CRM software
can also help you design the most efficient campaign . With the data provided by these various
campaigns, you will have an extremely well- rounded view of what makes certain audiences
tick and what doesn’t. By knowing your target market and how your audience responds to
communications, you will be able to easily segment your customers to produce more effective
marketing campaigns.
4-Attract New Customer

CRM software will discover useful information about your customer and allow you to work
out where there are gaps that need to be filled. Exploring the reasons why customers fall to
make purchases or why they do not rate your company’s services can help you adapt new
policies and techniques which will help you attract new customers.

5-Boost Sales

Improving the way your business operates and how customers interact with it, while producing
effective marketing campaigns ,will help with people’s perception of your business. It will also
encourage new sales while accounting for a higher level of customer retention.
CRM in Banking Sector

Just as in other industries like retail or business, in banking, CRM stands for Customer
Relationship Management. A customer relationship management solution in banking helps
bank manage customers and better understand their needs in order to provide the right
solutions.A CRM system is an sound business strategy for banks to help create brand value and
identify and understand their customer s needs by providing targeted, timely and relevant
information that can add value to their customer.A customer of a bank may start out with a
simple checking or savings account, but relationship banking involves a personal or business
banker offering certificates of deposit, safe deposit boxes , insurance ,investments ,credit cards
,all types of loans .Banks are primary focused on satisfying need of clients .Now days the bank
are faced with the unfair competition more than ever before.CRM (customer relationship
management) is a recent concept , which concept, which completely replaces the traditional
approach to satisfying needs of bank clients, which have been individualized.

Back in the early 1970s ,the idea of CRM appeared with the first annual surveys which were
designed to me valuate the customer’s satisfactions .But today this strategy is universally
treated with regard to software applications which automate communication with clients .the
commonly –understand set of functions include sales boosting ,marketing, optimization ,
tracking key information, and analyzing results.

PROBLEMS IN CRM AT NATIONALIZED BANKING SECTORS-:

The following point highlights the five major problems faced by India’s nationalized banks.

1- Losses in rural branches


2- Competition from Non-Banking financial Institution.
3- Competition with Foreign Banks.
4- Non- Performing Assets.
5- Political pressure

Problem # 1- Losses in Rural Branches: Most of the rural branches are running at a loss
because of high overheads and prevalence of the barter system most parts of rural India.

Problem # 2- Competition from Non- Banking Financial Institution. As far as deposit


mobilization is concerned ,commercial banks have been facing stiff challenges from non
banking financial intermediaries such as mutual funds ,housing finance corporation, leasing
and investment companies. All these institution s compete closely with commercial banks in
attracting public deposits and offer higher rates of interest than are paid by commercial banks.

Problems #3- Competition with Foreign banks: Foreign banks and the smaller private sectors
banks have registered higher increase in deposits. One reason seems to be that non nationalized
banks offer betters customer services. This creates the impression that a diversion of deposits
from the nationalized banks to other bank probably taken place.

Problems# 4 – Non- Performing Assets. The commercial banks at present do not have any
machinery to ensure that their loans and advances are ,in fact ,going into productive use in the
large public interest. Due to a high proportion of non banking assets or outstanding they are
incurring huge losses .Most of them are also unable to maintain capital adequacy ratio.

Problems # 5- Political Pressures:The smooth working of nationalized Banks has also been
hampered by growing political pressures from the centre and the states. Nationalised banks
often face lots of difficulties due to various political pressures. such pressure are created in the
selection of personnel and grant of loans to particular parties without considering their
creditworthiness.
SIGNIFICANCE OF CRM:

A great CRM solution can assist any sector in marketing new customers, deal closure and
facilitating outstanding support service. But the perks for banking sector are lucrative
expression lucrative exceptions. Here are few of the benefits and importance of CRM in the
banking sector.

1-Improved Customers Retention

Gaining a new customer is a critical job for banks. Customer’s retention can be accomplished
through enhanced customer satisfaction and loyalty.CRM in banking is capable of retaining
customers. It can convert a mere account holder into a loyal, satisfied and fruitful customer.

2-Boosted Sales

Sales have become an important part of banks with the CRM evolution. CRM assists banks in
sales management with its sales module. CRM assist in the acquisition of new customer
through the use of past track records and value they brought to the bank.

3-More Effective Marketing Efforts

CRM makes the efforts of marketing department more productive.CRM generates report
highlighting customers’touch and data points, purchase behavior ,engagement channels and
much more. With this information, marketing teams can develop new marketing opportunities
for engagement and retention. CRM strengthen marketing strategies through proper
segmentation, focused targeting and automation.

4-Increased Productivity

With a complete data of customers on a single screen, bankers now can spend more time on
strengthening their customer relationships than spending on gathering and organizing data.
CRM increases productivity by reducing cost through minimizing or eliminating repetitive
tasks.

5-Efficient Communication

Bank call centers are using CRM software for many purposes. CRM is automating
communication and interactions with customers. A CRM also helps banks to monitor
conversations about their brand and products across different online media.
Impact of CRM on Indian Banking sectors :

Globalization and technology improvements have exposed companies to a situation with tough
competition. In this new era ,companies are focusing on managing customer relationship in
order to efficiently maximize revenues.

Today marketing is not just developing ,delivering and selling ,it is moving towards
developing and maintaining long term relationship with customer.Relationship marketing is
becoming important in financial services.

CRM is an opportunity that banks can avail to rise above minor advantages by developing
actual relationship .CRM in banking sectors provides at global level safe secure environment
hence effectiveness of CRM can not ignore.

CRM is an important and effective tool .growth rate when ,customer relationship improve with
arithmetic growth rate so CRM help to banking sector. Protecting marketing shares.

OBJECTIVE OF BANKING SECTORS:

Now a day CRM with customer by banking sector, used to get customer database ,customer
satisfaction level ,customer loyalty, long time service ,customer retention, to identify
profitable customer for their bank, identify non profitable customer of bank and non
performing assets.

CRM ,the technology along with human resources of the banks ,enable the banks to analyze
the behavior of customers and their value. The main areas of focus are as the name suggests:
customer, relationship ,and the management of relationship and the main objectives to
implement CRM in the business strategy are:

*) To simplify marketing and sales process


*) To make call centers more efficient.
*) To provide better customer service
*) To cross sell products more effectively.
In today’s increasingly competitive environment ,maximizing organic growth through sales
momentum has become a priority for banks and financial institutions .To build this momentum
banks are focusing on customer relationship management initiative to improve-

*) Customer satisfaction and loyalty

*) speed to market product and services

*) improve up sales and cross sales and

*) capitalization on new market opportunities.

The idea of CRM is that it help business use technology and human resources to gain insight
into the behavior and value of those customer. If it works as hoped, a business can provide
better customer services, make call center more efficient ,cross sell product more effectively
,help sales staff close deals faster ,simplify marketing and sales processes ,discover new
customer and increase customer revenues.

NEED OF CRM IN BANKS

The presents day CRM includes developing customer base .The bank has to pay adequate
attention to increase customer base by all means ,It is possible if the performance is at
satisfactory level ,the existing client can other to have banking connection with the bank he is
they are connected .Hence seeking reference form the existing customer for the prospective
future customers can develop their client base .If the base is increased ,the profitability also
increases .Therefore the bank has to lot implement CRM to capture and retain the customers.
There is need for a shift from bank centric activities to customer centric activities. The private
sector banks in India deployed much innovative strategies to attract new customer and retain
existing customers.CRM in banking sector is still in an evaluations stage. it is the time for
taking ideas from customers to enrich its service.
BENEFITS OF CRM FOR BANKS:
1- Focus on the customer: CRM manages to place the customer at the focal point of the
organization in order to cater to his needs , satisfy him and thus maximize its profits.CRM
understand the needs of the customer and integrates it’s with people , technology , resources
and business processes.
2- Overall profitability: CRM enables banks to give employee’s better training that help them
handle customer easily. It achieves better infrastructure and ultimately contributes to better
overall performance.
3- Satisfied customers- It is important to make a customer feel say if he/she is the one
customer in the bank. This will go a long way in satisfying and retaining them. Bankers
need a return on investment and it has been proved that increase in customer satisfaction
more than contributes share to ROI.
4- Centralized information – CRM banking solution manage to clearly integrate people
,processes and technology .CRM banking provides banks with a holistic view of all bank
transaction and customer information as well stores it is a single data warehouse where it
can be studied later
5- Customer information consolidation- Instead of customer information being stored in
product centric silos, with CRM the information is stored in a customer centric manner
covering all the product of the bank. CRM integrates various channels to deliver a host
services to customer while aiding the functioning of the bank.
6- 360 degree view of company- This means whoever the bank speaker to, irrespective of
whether the communication is from sales ,financer support ,the bank is aware of the
interaction .Romoval of inconsistencies of data makes the client interaction processes
smooth and efficient ,thus leading to enhance customer satisfaction.
7- Lead and opportunity management These enable organization to effective manage leads
and opportunities and track the through deal closure ,the required follow-up interaction
with the prospects.
RESEARCH METHODOLOGY AND DATA ANALYSIS OF CRM IN BANKING
SECTORS IN INDIA:

Customer relationship management is process that a company follow for proper execution of
practices , strategies and technologies to manage customer interaction .The data is then
analyzed in order to improve business relationship.CRM system compile information of
customer which are used to derive sales target.

The growth of financial sectors in sector in India at present is nearly 8.5% per year .The rise in
the growth rate suggests the growth of the economy. The financial policies and the monetary
policies are able to sustain a stable growth rate.

Regular and discussion: banker survey

*) Regular interaction between the banker and customer reduces tension and increase customer
satisfaction .some Table describe the frequency of interaction between the banker and the
customer .The patterns of interactions are described in six different way namely ,monthly ,
quarterly, half-yearly, annually , occasionally and not at all.
BANKER-CUSTOMER INTERACTION

yes % No % Total
BANK Pub 73 61.86 36 30.51 118
Pvt 33 84.62 6 15.38 39
SIZE Large 35 72.92 13 27.08 48
Medium 54 60.00 27 30.00 90
Small 17 89.47 2 10.53 19

Some points highlight the budget in banking sectors:

In the Union budget presented today, finance minister Nirmala Sitharaman announced an Rs
70,000 crore capital infusion into public sector banks in an effort to boost credit.

She announced that there has been a record recovery of over 4 lakh crore of bad loans through
IBC in the last 4 years ,and that provision coverage has been the highest in the last 7 years.

In his February budget speech ,interim finance minister piyush Goyal had said that the
government expected banks on RBI’s prompt corrective action list to soon turn the corner .
Goyal ’s budget however, had not provide any allocation for recapitalization of banks.

As of last June 2019 ,five banks were still under the frame work that imposes certain restrictions
on lending ,banking giants such as PNB and Union Bank of India reported major

ses in the last quarter.

Earlier in June, government had announced that it may infuse Rs 40,000 Crore into public
sector banks in 2019-20 ,which it said is expected to shore up their balance sheets, thereby
enabling them to step up lending .Officials had said that the amount would be used to aid credit
growth , besides helping wearer banks to maintain regulatory norms.
CURRENT STATUS OF- CRM IN INDIAN BANKS:

In India present scenario, there are five functional categories for online banking sites- online
brochure centre, interactive bank ,e- mails ,calculation and cyber banks, which offer customers
access to account information ,inter-branch funds transfers and utility bill payments .Internet
has empowered banking at the click of the mouse .Several banks have been in collaboration
with service providers in telecom and power sectors which enable their customers to make bill
payments online .In India , under the private sectors, ICICI Bank, HDFC Bank, UTI Bank and
many more banks have taken the lead in e- banking.

REVIEW OF LITERATURE:-

Soumya Shreedhar(2015) states in her Research paper that ,in today’s competitive era ,banks
try to retain existing customer and attracting new customer through customer relationship
management. The study was to analyze the opinion about services offered by banks and to
analyze the satisfaction level of customer about CRM un banks .Dr. A.Hema Malini ( 2015)
focused on the role ,need and important of customer relationship management (CRM) in the
Indian banking sectors to survive in the competitive world.

DIFFERENT TWO BANKS(SBI AND ICICI) ARE SHOW THE RELATIONSHIP


AMONG THE CUSTOMER .

SBI stand for state bank of India .it is a public sector institution (govt. owned) with a huge
customer base all over India .it has seven associated banks operating under its SBI name .It has
30,000 branches across India and in some selected international countries and a 56,000ATM
network across India . The standard bank of India ‘inherited ‘the bank of Calcutta .which was
founded in 18-6,and has been in existence for over two hundred years.

On the other hand, the ICICI is a private sectors bank (privately owned) ,with a relatively
smaller climate base .It is one the major banks in India (precisely second large) ,but much
smaller the SBI . It has 950 branches, with 3,500 branches across India .the bank has deposit
of Rs 1.65 lakh crore compared to SBI’s Rs 3.8 lakh crore(accumulated in a period of twelve
years),racking up a net worth of Rs 22,000 againts Rs 27,000 for the state bank of India .This
represents Rs 9 crore business generated by each ICICI employee per year, compared to Rs 3
crore worth of business per employee of the ICICI.
Although the SBI has generally ,performance well in the past, in recent year, the ICICI has
seen very good performance ,almost edging out the SBI in every year aspect, especially
financially .The financial year between 2001-2002 and 2005 and 2006 saw very strong gain for
the ICICI bank. Its deposits grew by 200% ,five times more than the SBI’s revenue by 30 5
and the ICICI bank’s revenue grew by seven times that percentages. This trend means that
ICICI’s growth will eventually overtake SBI’s in the future of deposit.

. The SBI is a government owned bank( public sectors), while ICICI is a private owned
bank(public sectors).

. The SBI is much more (more than 200 year old ) and more established than the ICICI ,which
is less than 25 year old .

. The SBI does not limit daily international amount ,while the ICICI limits daily transfer to
$5000 a day.

. The SBI bank pays higher percentages on deposits than the ICICI bank.

Different between and customer services are provide by the two banks – SBI (State bank of
India )AND ICICI ( Industrial credit and Investment corporation of India).
SBI ICICI

Cash withdrawal Cash withdrawal

Mobil recharge Mobil recharge

Fund transfer Pay utility bills(ALL)

Mini statement Pay ICICI credit card bills

Balance statement Pay ICICI prudential


Insurance premium
Balance enquire
Request cheque book
Pay utility bills (MTNL and Bescom only)
Fund transfer
Pay SBI credit card bills
Mini statement
Pay SBI Life Insurance Premium
Balance enquiry
Pay fees of certain colleges

Donate to temple trust

Donate to relief funds

ATM services:

SBI ATMs do have more services than what ICICI ATM s offer. But there is a small glitch in
their services delivery and marketing. SBI offers the basic services (highlighted purple) in all
the ATMs. However the rest are available only in a select few. The data for which is
unavailable.

SBI VS ICICI

Some previous data from Net profit increased from Rs8,265 crore in FY 15 to Rs 11,707 crore
in 18(41.66% yoy growth).
Following the Deposit and advance chat are show the basically show the figure of financial
year.

1200000

1000000

800000

600000 Deposits
Advance

400000

200000

0
2015-16 2016-2017 2017-2918

DEPOSITE AND ADVANCE ( in crores) graph


CONDITIONS OF BALANCE SHEET 2016-2019 (AMT IN CRORES)

Particular Mar 2019 Mar 2018 Mar 2017 Mare 2016


Cr.
Capital 892.46 892.46 892.46 892.46
Reserves total 220021.36 218236.10 187488.71 143498.16
Equity share 0.00 0.00 0.00 0.00
warrants
Equity 0.00 0.00 0.00 0.00
application
money
Deposits 2911386.01 2706343.29 2044751.39 1730722.44
Borrowing 403017.12 362142.07 317693.39 323344.59
Liabilities 156679.49 178346.65 155235.19 163185.42
Total liability 3691996.44 3465960.57 2705966.30 2361526.89
Cash & balance 176932.41 150397.18 127997.62 129629.33
with RBI
Balance with 45557.69 41501.46 43974.03 37838.33
banks
Investment 967021.95 1060986.72 765989.63 575651.78
Total assets 3691996.43 3465960.57 2705966.30 2361526.89
Contigent 1116081.46 1162020.70 1046440.93 971956.00
liability
Bills for 70022.54 74027.90 65640.42 92211.65
collection
BANKS

ICICI
SBI

Innovative banks services

1. On being asked about the innovative of banking services, 83.2% of the customer of ICICI
bank said that the banking schemes offered by ICIC In bank are very much innovative.
2. The SBI customer were asked about the innovation nature of SBI services, around 77.5%
customer out of 100 said that the schemes are very much innovation.
SBI
ICICI

INNOVATIVE BANKING SERVICES

3 – As far the comparison of innovation scheme by both the banks are concerned. It is found
that ICICI bank offers more innovation schemes than SBI.

4- About the dynamic nature of banking services offers by ICICI bank only 51.5% of the
customer out of 100 said that the services are very much dynamic in nature where 33.3% SBI
customer fell that the services provide by SBI are dynamic .In comparison with SBI bout
dynamic services ,ICICI bank stands first.
SBI
ICICI

SERVICES SATISFACTION

5 The customer of ICICI bank are satisfied with the offered by ICICI bank. Since 83.2% of the
customer responded ‘yes’ to the question whether they are satisfaction with the services of
ICICI bank.
Banks

SBI
ICICI

BANKING SERVICES

6. SBI customer are also satisfied with the banking services offered by SBI .The customers
who are satisfied with ICICI with bank services stand at 76.5%.
BANKS

SBI
ICICI

CUSTOMER SATISFACTION

8- Its was obvious that bank customer are more satisfaction with 83.2%. out of total 100
respondents when compared with SBI bank in terms of satisfaction.

BANKS

SBI
ICICI
3rd Qtr

COMMUNICATION SATISFACTION
9- SBI customer are more satisfaction at 85.3% about communication form SBI about new
services change in interest rates opening new branches etc.

10-When ICICI bank and SBI are compared on satisfaction with the communication from
it is found that SBI is more prompt and efficient in communication with the customer.

11-It is found that 34.6% customer of bank are always satisfaction with the way ICICI bank
markets it is banking services .And 61.4% of the ICICI bank customer are something
satisfaction with marketing of ICICI bank services.

ICICI
ICICI
ICICI
ICICI
SBI

ICICI CUSTOMER SERVICE

12- When customer of ICICI bank asked to rate ICICI bank on the basic of customer
services the customer of ICICI bank have rated ICICI bank as follow;

*) 32.7% of the total respondents said ICICI bank is excellent in terms of customer services’

*) 28.7% of the total respondents said ICICI bank is very good in term of customer services.
*) 30.7% the total respondents said ICICI bank is good in term of customer services.

*) 7.9% of the total respondents said respondents said ICICI bank is poor in terms of
customer services.

BANKS

SBI
SBI
SBI
SBI
IC IC

SBI customer satisfaction

13- When customer of SBI asked to rate on the basic of customer services the customer of
SBI have rate SBI as follow:

*) 25.5 % of the total respondents said SBI is excellent in terms of customer services.

*) 34.4% of the total respondents said SBI is very good in terms of customer services.

*) 37.3% of the total respondents said SBI is good in terms of customer services.

*) 4.9% of the total respondents said SBI is poor in terms of customer services.

CONCLUSION
The Indian banking system has several outstanding achievements to his credit of which the
most striking is its accessibility. India banking system in terms of numbers of branches is the
largest in the world .Today the banking sectors is market by high customer expectations and
technological innovations day-to day operations of banks in technology are playing an
important role .It used advanced technology and the best that banks have a strategic advantages
. Banks and absorbing technology to upgrade their services it is necessary to face the
competition .prompt and efficient customer services ,thus has become very important
.customer relationship banking approach to development by identifying “share of customer’
protecting embrace and expand customer relationships ,survival and the success of the new
paradigm.

According to the analysis ,both the banks are maintaining the required standards and running
profitable . The comparison of the performance of SBI and ICICI bank indicates that of are
significant difference between performance of SBI and ICICI bank in terms of deposits
,advance , investments ,net profits , and total assets .It is inferred that SBI have and extensive
operation then ICICI BANK.

The study will help enhance for the research on the subject by researchers and
academicians.

REFERENCES
WWW.Sbi.com

www.icicibank.com

www.google.com

SBI AND ICICI BANK OF BARGARH