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A. GENERAL MANAGEMENT:
1) INTRODUCTION TO THE INDUSTRY
As per the Reserve Bank of India (RBI), India’s banking sector is sufficiently capitalized and
well-regulated. The financial and economic conditions in the country are far superior to any
other country in the world. Credit, market and liquidity risk studies suggest that Indian banks are
generally resilient and have withstood the global downturn well.
Indian banking industry has recently witnessed the roll out of innovative banking models like
payments and small finance banks. RBI’s new measures may go a long way in helping the
restructuring of the domestic banking industry.
The digital payments system in India has evolved the most among 25 countries with India’s
Immediate Payment Service (IMPS) being the only system at level 5 in the Faster Payments
Innovation Index (FPII).
The Indian banking system consists of 18 public sector banks, 22 private sector banks, 46 foreign
banks, 53 regional rural banks, 1,542 urban cooperative banks and 94,384 rural cooperative
banks as of September 2019. In FY07-18, total lending increased at a CAGR of 10.94 per cent
and total deposits increased at a CAGR of 11.66 per cent. India’s retail credit market is the fourth
largest in the emerging countries. It increased to US$ 281 billion on December 2017 from US$
181 billion on December 2014.
GROWTH RATE
The growth of financial 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.
The reforms pertaining to the monetary policies and the macroeconomic policies over the last
few years have influenced the Indian economy to the core. The major step towards opening up of
the financial market further was the nullification of the regulations restricting the growth of the
financial sector in India. To maintain such a growth for a long term the inflation has to come
down further.
The financial sector in India had an overall growth of 15%, which has exhibited stability over the
last few years although several other markets across the Asian region were going through
turmoil. The development of the system pertaining to the financial sector was the key to the
growth of the same. With the opening of the financial market variety of products and services
were introduced to suit the need of the customer. The Reserve Bank of India (RBI) played a
dynamic role in the growth of the financial sector of India.
CONTRIBUTION TO GDP
Not just globally, the Indian banking sector has proved its true worth back home as well. This
can be inferred from the valuable contribution of our banks, both nationalized and private, for
boosting up the national economy.
Currently, the banking industry holds pride in contributing nearly 7.7% to the national GDP.
Besides that, our banks are the prime employment generators for almost 1.5 million people in the
country.
CHALLENGES & OPPORTUNITIES
India ranks among the top six economies with a GDP of US$ 2,597 in 2017 and economy is
forecasted to grow at 7.3 per cent in 2018.
The sector will benefit from structural economic stability and continued credibility of Monetary
Policy.
The Government of India plans to allow Common Service Centers (CSC) to offer banking
services.
3. Policy support
The government passed the Banking Regulation (Amendment) Bill 2017, which will empower
RBI to deal with NPAs in the banking sector.
The Insolvency and Bankruptcy Code (Amendment) Ordinance, 2017 Bill has been passed by
Rajya Sabha and is expected to strengthen the banking sector
In May 2018, the Government of India provided Rs 6 trillion (US$ 93 billion) loans to 120
million beneficiaries under Mudra scheme.
4. Infrastructure financing
India currently spends 6 per cent of GDP on infrastructure; NITI Aayog expects this fraction to
grow going ahead.
As per the Union Budget 2018-19, the Indian infrastructure sector requires an investment of Rs
50 lakh crore (US$ 772 billion).
5. Pradhan Mantri Vaya Vandana Yojna
The scheme was launched on March 28, 2018 to provide social security to elderly people by
providing Rs 10,000 (US$ 155) pension per month.
6. Government initiatives
Reserve Bank of India (RBI) has decided to set up Public Credit Registry (PCR) an extensive
database of credit information which is accessible to all stakeholders.
The Government of India is planning to inject Rs 42,000 crore (US$ 5.99 billion) in the public
sector banks by March 2019 and will infuse the next tranche of recapitalization by mid
December 2018.
On January 01, 2018, new norms for restructuring of existing loans to Micro, Small and
Medium enterprises (MSMEs) have been released by the Reserve Bank of India
Key success factors refer to those factors which are important to future competitive success of
industry members .These factors include product attributes , competitive capabilities , resources ,
competencies , market achievements etc. . It is very important for the strategists to understand
the landscape of industry in order to identify the most important competitive success factors. Due
to changes in driving forces and competitive conditions, the key success factors of one industry
differ from other. Banking industry is broadly divided into two types of banks i. e. Virtual banks
and brick and mortar banks. The key success factors of banking industry are discussed below.
Technology
Latest technology plays a very important role in the banking Industry. It helps to introducing
innovative products according to the demand of consumers. Technology can be used to lower
down the cost of transaction and improve the quality of products. For example when the banks
realized that they can lower down their transaction cost by installing ATMs and debit cards they
did so. If saved the overhead cost and improved convenience for customer by providing 24 / 7
service. Online banking is increasing tremendously due to rapid technological change,
Best rates
Industry of virtual banking is attracted by low cost. Competition is such high that to survive in
industry low cost is very important. As virtual banks have no physical existence of branches and
ATM network so they have great advantage to offer their products at lower rates than brick and
mortar banks. Due to low overhead cost virtual banks are charging lower transaction cost which
gives them a plus point
Product innovation
Product Innovation is one of the major success factors in the banking industry. Since all the
banks are offering similar products therefore differentiation is very important for the future
survival, Banks are trying to come with different innovative products in order to differentiate
themselves from other banks.
Quality
Service Quality includes all the dimensions of quality which the consumers want. Brick and
mortar banks have the advantage to directly contact with the customers due to which customers
feel satisfaction. On the other hand, in virtual banks there is lack of person - to - person contact
which forced consumers to resolve their problems over the phone or via E - Mail. In many cases
such contacts frustrate some customers.
Brand image (recognition)
Brand image plays an important role in selecting the product or bank. For example City group
and Bank of America are two major players in the industry with huge resources and they have
major market share as well. That’s why most of the people wish to be their customers. On the
other hand, virtual banks are not so much popular and have a low market share. In this way
market share and brand awareness within brand awareness within banking industry is major
concern for them.
Size of the company
Size of the company is an important key success factor. In banking industry size of bank refers to
the total market share , total assets , total number of branches and ATM ' s , total number of
customers etc. . Brick and mortar banks have a good market share due to which they can
compete effectively. Contrary, virtual banks have relatively lower market share in USA banking
industry which is a major problem for them.
ROAD AHEAD
Enhanced spending on infrastructure, speedy implementation of projects and continuation of
reforms are expected to provide further impetus to growth. All these factors suggest that India’s
banking sector is also poised for robust growth as the rapidly growing business would turn to
banks for their credit needs.
Also, the advancements in technology have brought the mobile and internet banking services to
the fore. The banking sector is laying greater emphasis on providing improved services to their
clients and also upgrading their technology infrastructure, in order to enhance the customer’s
overall experience as well as give banks a competitive edge.
India’s digital lending stood at US$ 75 billion
GOVERNMENT INITIATIVES
As per Union Budget 2019-20, the government has proposed fully automated GST refund
module and an electronic invoice system that will eliminate the need for a separate e-way bill.
Under the Budget 2019-20, government has proposed Rs 70,000 crore (US$ 10.2 billion)
to the public sector bank.
Government has smoothly carried out consolidation, reducing the number of Public
Sector Banks by eight.
As of September 2018, the Government of India has made the Pradhan Mantri Jan Dhan
Yojana (PMJDY) scheme an open ended scheme and has also added more incentives.
The Government of India is planning to inject Rs 42,000 crore (US$ 5.99 billion) in the
public sector banks by March 2019 and will infuse the next tranche of recapitalization by
mid-December 2018.
EMERGING TRENDS
1. Digitization:
With the rapid growth of digital technology, it became imperative for banking and financial
services in India to keep up with the changes and innovate digital solutions for the tech-savvy
customers. Besides the financial institutions, insurance, healthcare, retail, trade, and commerce
are some of the major industries that are experiencing the enormous digital shift. To stay
competitive, it is necessary for the banking and financial industry to take the leap on the digital
bandwagon.
In India, it all began not earlier than the 1980s when the banking sector introduced the use of
information technology to perform basic functions likes customer service, book-keeping, and
auditing. Soon, Core Banking Solutions were adopted to enhance customer experience.
However, the transformation began in the 1990s during the time of liberalization, when the
Indian economy exposed itself to the global market. The banking sector opened itself for private
and international banks which are the prime reason for technological changes in the banking
sector. Today, banks and financial institutions have benefitted in many ways by adopting newer
technologies. The shift from conventional to convenience banking is incredible.
Modern trends in banking system make it easier, simpler, paperless, signature less and branchless
with various features like IMPS (Immediate Payment Service), RTGS (Real Time Gross
Settlement), NEFT (National Electronic Funds Transfer), Online Banking, and Telebanking.
Digitization has created the comfort of “anywhere and anytime banking.” It has resulted in the
reduced cost of various banking procedures, improved revenue generation, and reduced human
error. Along with increased customer satisfaction, it has enabled the customers creating
personalized solutions for their investment plans and improve the overall banking experience.
Mobile banking is one of the most dominant current trends in banking systems. As per the
definition, it is the use of a smartphone to perform various banking procedures like checking
account balance, fund transfer, and bill payments, without the need of visiting the branch. This
trend has taken over the traditional banking systems. In the coming years, mobile banking is
expected to become even more efficient and effortless to keep up with the customer demands.
Mobile banking future trends hint at the acquisition of IoT and Voice-Enabled Payment Services
to become the reality of tomorrow. These voice-enabled services can be found in smart
televisions, smart cars, smart homes, and smart everything. Top industry leaders are
collaborating to adopt IoT-connected networks to create mobile banking technologies that
require users’ voice to operate.
UPI or Unified Payments Interface has changed the way payments are made. It is a real-time
payment system that enables instant inter-bank transactions with the use of a mobile platform. In
India, this payment system is considered the future of retail banking. It is one of the fastest and
most secure payment gateways that is developed by National Payments Corporation of India and
regulated by the Reserve Bank of India. The year 2016 saw the launch of this revolutionary
transactions system. This system makes funds transfer available 24 hours, 365 days unlike other
internet banking systems. There are approximately 39 apps and more than 50 banks supporting
the transaction system. In the post-demonetization India, this system played a significant role. In
the future, with the help of UPI, banking is expected to become more “open.”
4. Block Chain:
Block chain is the new kid on the block and the latest buzzword. The technology that works on
the principles of computer science, data structures and cryptography and is the core component
of crypto currency is said to be the future of banking and financial services globally. Blockchain
uses technology to create blocks to process, verify and record transactions, without the ability to
modify it.
NITI Aayog is creating India Chain, India’s largest blockchain network, which is expected to
revolutionize several industries, reduce the chances of fraud, enhance transparency, speed up the
transaction process, lower human intervention and create an unhackable database. Several
aspects of banking and financial services like payments, clearance and settlement systems, stock
exchanges and share markets, trade finance, and lending are predicted to be impacted. With its
strenuous design, blockchain technology is a force to be reckoned with
Several private and nationalized banks in India have started to adopt chatbots or Artificial
intelligence robots for assistance in customer support services. For now, the use of this
technology is at a nascent stage and evolution of these chatbots is not too far away. Usage of
chatbots is among the many emerging trends in the Indian banking sector that is expected to
grow.
More chatbots with the higher level of intelligence are forecasted to be adopted by the banks and
financial institutions for improved customer interaction personalized solutions. The technology
will alleviate the chances of human error and create accurate solutions for the customers. Also, it
can recognize fraudulent behavior, collate surveys and feedback and assist in financial decisions.
Previously, banks considered Fintech companies a disrupting force. However, with the changing
trends in the financial services sector in India, fintech companies have become an important part
of the sector. The industry has emerged as a significant part of the ecosystem. With the use of
financial technology, these companies aim to surpass the traditional methods of finance. In the
past few decades, massive investment has been made in these companies and it has emerged into
a multi-billion-dollar industry globally.
Fintech companies and fintech apps have changed the way financial solutions are provided to the
customers. Besides easy access to financial services, fintech companies have led to a massive
improvement in services, customer experience, and reduced the price paid. In India, the dynamic
transformation has been brought upon by several important elements like fintech startups,
established financial institutions, initiatives like “Start-Up India” by Government of India,
incubators, investors, and accelerators. According to a report by National Association of
Software and Services Companies (NASSCOM), the fintech services market is expected to grow
by 1.7 times into an $8 billion market by 2020.
7. Digital-Only Banks:
It is a recent trend in the Indian financial system and cannot be ignored. With the entire banking
and financial services industry jumping to digital channels, digital-only banks have emerged to
create paperless and branchless banking systems. This is a new breed of banking institutions that
are overtaking the traditional models rapidly. These banks provide banking facilities only
through various IT platforms that can be accessed on mobile, computers, and tablets. It provides
most of the basic services in the most simplified manner and gives access to real-time data. The
growing popularity of these banks is said to be a real threat to traditional banks.
ICICI Pockets is India’s first digital-only bank. These banks are attractive to the customers
because of their cost-effective operating models. At the same time, though virtually, they provide
high-speed banking services at very low transaction fees. In today’s fast lane life, these banks
suit the customer needs because they alleviate the need of visiting the bank and standing in a
queue.
8. Cloud Banking:
Cloud technology has taken the world by storm. It seems the technology will soon find its way in
the banking and financial services sector in India. Cloud computing will improve and organize
banking and financial activities. Use of cloud-based technology means improved flexibility and
scalability, increased efficiency, easier integration of newer technologies and applications, faster
services and solutions, and improved data security. In addition, the banks will not have to invest
in expensive hardware and software as updating the information is easier on cloud-based model
9. Biometrics:
Essentially for security reasons, a Biometric Authentication system is changing the national
identity policies and the impact is expected to be widespread. Banking and financial services are
just one of the many other industries that will be experiencing the impact. With a combination of
encryption technology and OTPs, biometric authentication is forecasted to create a highly-secure
database protecting it from leaks and hackers attempts. Financial services in India are exploring
the potential of this powerful technology to ensure sophisticated security to customers’ account
and capital.
10. Wearables:
With smartwatch technology, the banking and financial services technology is aiming to create
wearables for retail banking customers and provide more control and easy access to the data.
Wearables have changed the way we perform daily activities. Therefore, this technology is
anticipated to be the future retail banking trend by providing major banking services with just a
click on a user-friendly interface on their wearable device.
These are some of the recent trends in the banking and financial sector of India and all these new
technologies are predicted to reshape the industry of business and money. The future is going to
bring upon a revolution of sorts with historical changes in traditional models. The massive shift
in the landscape has few challenges. Nonetheless, the customers are open to banking innovations
and the government is showing great support with schemes like “Jan Dhan Yojana,” which aims
at proving a bank account to every citizen. Meanwhile, the competition from the foreign and
private sector banks have strained the government regulators, nationalized banks and financial
institutions to adopt new technology in order to stay relevant in the race.
INTRODUCTION TO COMPANY
ICICI Bank was originally promoted in 1994 by ICICI Limited, an Indian financial institution,
and was its wholly-owned subsidiary. ICICI's shareholding in ICICI Bank was reduced to 46%
through a public offering of shares in India in fiscal 1998, an equity offering in the form of
ADRs listed on the NYSE in fiscal 2000, ICICI Bank's acquisition of Bank of Madura Limited in
an all-stock amalgamation in fiscal 2001, and secondary market sales by ICICI to institutional
investors in fiscal 2001 and fiscal 2002. ICICI was formed in 1955 at the initiative of the World
Bank, the Government of India and representatives of Indian industry. The principal objective
was to create a development financial institution for providing medium-term and long-term
project financing to Indian businesses.
In 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
Ahmedabad in March 2002, and by the High Court of Judicature at Mumbai and the Reserve
Bank of India in April 2002. Consequent to the merger, the ICICI group's financing and banking
operations, both wholesale and retail, have been integrated in a single entity.
ICICI Bank has formulated a Code of Business Conduct and Ethics for its directors and
employees
VISION:
To be the leading provider of financial services in India and a major global bank
MISSION:
We will leverage our people, technology, speed and financial capital to:
Be the banker of first choice for our customers by delivering high quality, world-class
products and services.
Expand the frontiers of our business globally.
Play a proactive role in the full realization of India's potential.
Maintain a healthy financial profile and diversify our earnings across businesses and
geographies.
Maintain high standards of governance and ethics.
Contribute positively to the various countries and markets in which we operate.
Create value for our stakeholders.
MILESTONE ACROSS YEARS
1955: The Industrial Credit and Investment Corporation of India (ICICI) Ltd
incorporated; A R Mudaliar elected as chairman
1977: ICICI sponsors the formation of Housing Development Finance Corporation,
manages its first equity public issue
1982: First Indian borrower to raise European Currency Units; starts leasing business
1985: N Vaghul becomes chairman
1986: ICICI, with UTI, sets up Credit Rating Information Services of India, India’s first
professional credit rating agency; promotes Shipping Credit and Investment Company
1993: Promotes TDICI, India's first venture capital company, now known as ICICI
Ventures
1994:ICICI Bank set up
1996:ICICI first company in the Indian financial sector to raise GDR; K V Kamath made
MD & CEO of ICICI Ltd
1997:SCICI merged with ICICI Ltd
1998: ICICI launches retail finance — car loans, house loans and loans for consumer
durables
1999:ICICI Ltd becomes the first Indian company and the first financial institution from
Asia (ex-Japan) to list on the NYSE
2000:ICICI Bank becomes the first Indian company to list on the NYSE; enters life
insurance business; announces merger with Bank of Madura
2001:ICICI enters general insurance business; introduces concept of floating rate for
home loans
2002:ICICI Ltd merged with ICICI Bank
2004: Launches mobile banking services in India
2005:First Indian company to make a simultaneous equity offering of $1.8 billion in
India, the United States and Japan
2006: ICICI Bank becomes the first Indian bank to issue hybrid Tier-1 perpetual debt in
the international markets
2007:ICICI Bank's $2-bn 3- tranche international bond offering is the largest bond
offering by an Indian bank 2009: Chanda D Kochhar appointed MD & CEO of ICICI
Bank
2010: RBI approves amalgamation of Bank of Rajasthan with ICICI Bank 2011:ICICI
Bank and Vodafone Essarink pact for financial inclusion
2012:ICICI Bank rolls out 25 electronic branches and launches many next-generation
banking solutions; launches the first electronic toll collection project ,ICICI Bank sets up
Infrastructure Debt Fund — first debt fund to get government’s go ahead, ICICI Bank
first bank in India to offer one-of-its kind "Your Bank Account" app, which allows access
to bank account information on Facebook
2013:ICICI Bank launches ‘Branch on Wheels’ in Maharashtra – first private sector
bank to launch mobile branch with ATM
2015:ICICI Bank inaugurates its 4000th bank branch
2019 : ICICI-Videocon loan case
2020 :- ICICI Bank inaugurates the first ‘Wealth Management’ branch for HNIs in
Odisha,ICICI Bank launches ‘iBox’, a unique self-service delivery facility for
customers,ICICI Bank introduces ‘Cardless Cash Withdrawal’ through ATM using
‘iMobile,ICICI Bank launches India’s largest API Banking portal with nearly 250 APIs
ICICI Bank offers a host of products and services to its clients, which include Deposits, Loans,
Cards, Investments, Insurance, Demat, NRI Services and Online Services etc.
Deposits
Following deposits are offered:
Savings Account
Advantage Deposit
Special Savings Account
Life Plus Senior Citizens Savings Account
Fixed Deposits
Security Deposits
Recurring Deposits
Tax-Saver Fixed Deposit
Young Stars Savings Account
Child Education Plan
Bank@Campus
Salary Account
Advantage Woman Savings Account
EEFC Account
Resident Foreign Currency (Domestic) Account
Privilege Banking
No Frills Account
Rural Savings Account
People's Savings Account
Self Help Group Accounts
Outward Remittance
Freedom Savings Account
Family Banking
Loans
ICICI Bank offers following loan facilities:
Home Loans
Loan Against Property
Personal Loans
Car Loans
Two Wheeler Loans
Commercial Vehicle Loans
Loans Against Securities
Loan Against Gold Ornaments
Pre-approved Loans
ICICI Home Loans
ICICI Bank is the largest provider of Home Loans in India. ICICI Home Loans offer unbeatable
benefits to ensure that its clients get the best deal without any hassles. ICICI Bank Home Loans
provide loans not only at competitive interest rates, but also are so designed that they cater to the
specific needs of consumers.
New products / New features in existing products are introduced from time to time based on
customer feedback. ICICI Bank offers easy home loans for purchase or construction of flat or
house.
The benefits associated with ICICI Home Loans which give them an edge over other players in
the market are:
Money Transfer
Bank Accounts
Investments
Home Loans
Insurance
Loans Against FD
ICICI Mobile Banking
A user friendly automated service menu offers customers, a convenient access to their accounts
coupled with security. All the transactions are protected by a ATM PIN (Personal Identification
Number) which is a personal password to their respective Bank & Credit Card Account and Tpin
in case of Demat Account . Any additional assistance is provided by the Phone Banking Officers
(PBOs).
Self-Phone Banking (IVR) Access Mechanisms are as follows :
For Deposits, customer needs to key-in his ATM or Debit Card Number and its
corresponding ATM PIN.
For Credit Cards , customer needs to key-in his 16 digit Card Number and its
corresponding ATM PIN.
For Demat Account Holders , customer needs to key-in his 14 Digit Demat Account
Number and its TPIN
For Bond Account Holders, customer needs to key in the Bond Holder Number only.
All the above facilities are obtained absolutely free of charge.
Some of the Phone Banking services offered by ICICI Bank are:
Bank services:
Account Balance
Mini Statement
Cheque Book Request
Cheque Status Enquiry
Stop Cheque Payment
Utility Bill Payment
Internet Userid
Mobile banking Registration
Card Services:
Outstanding Balance
Details of Last Statement
Details of Last Payment
Last five Transactions
Reward Points status
Demat Services:
ISIN query
Holding statement
Transaction History
Submitting Delivery Instructions
Request for Instruction Booklet
Information on Redemption:
Information on Interest
Information on Despatch of Bonds certificates
Other Services:
FACILITIES
Corporate Office
1. The Regional Head-Bangalore
ICICI Bank Limited
erstwhile The Bank Of Rajasthan Limited
Regional Office , 11 C Mittal Towers, M.G. Road
Bangalore (Karnataka)
3) The Regional Head-Chandigarh
ICICI Bank Limited
erstwhile The Bank Of Rajasthan Limited
Regional Offic , SCO 127-128, Sector 17-C
4) The Regional Head- Indore
ICICI Bank Limited
erstwhile The Bank Of Rajasthan Limited
22 Yashwant Niwas Road
Indore (M.P.)
9) The Regional Head-Mumbai
ICICI Bank Limited
erstwhile The Bank Of Rajasthan Limited
Regional Office, Raghuvanshi Mills
11/12, Senapati Bapat Marg
Lower Parel (W),
Mumbai - 13
PROFITABILITY RATIOS
LEVERAGE RATIOS
GLOBAL REACH
ICICI Bank Limited is a leading private sector bank in India with active international operations.
Currently, the Bank has subsidiaries in Canada and the United Kingdom; branches in Bahrain,
China, Dubai International Finance Centre, Hong Kong, Singapore, South Africa, Sri Lanka, and
the United States; and representative offices in Bangladesh, Indonesia, Malaysia and the United
Arab Emirates. The Bank’s wholly owned subsidiary ICICI Bank UK Plc has seven branches in
the United Kingdom and a branch in Germany.
Bahrain
Germany
Hong Kong
Singapore
Sri Lanka
UK
USA
ICICI Bank has two social media banking channels - Pockets for Facebook and ICICI Bank pay
for Twitter. You can check your balance, pay a friend, recharge your prepaid mobile phone,
book movie tickets and even split group expenses with your friends on Pockets
LITERATURE REVIEW
POWERED BY SMARTBOX, IBOX IS ICICI BANKS FIRST OF ITS KIND 24X7 SELF-
SERVICE DELIVERY PLATFORM
The global provider of automated smart locker technology, Smartbox recently joined hands with
ICICI Bank to launch its new product iBox. White-labeled as iBox, the automated shipment
delivery terminals and the software that runs these terminals are designed and perfected by
Smartbox and will offer the banks' customers the flexibility to pick-up their bank deliverables
like Cheque Book, Debit Card, Credit Card, Bank Statements, etc., 24x7 without compromising
the safety of the parcels. Currently, ICICI has deployed these terminals in more than 50 of its
branches across 17 cities.
Working and busy customers are either not available at home or do not have the time in the
office to take critical bank deliverables. However, a 24x7 flexible pickup option is a huge
advantage, allowing customers to personally collect the parcels at their convenience. iBox--
powered by Smartbox--will now offer ICICI Bank customers the flexibility to collect their bank
deliverables from a bank branch which is near their office or residence whenever they want as
these terminals are installed in banks' lobbies (next to the ATMs) making them accessible even
beyond the branch working hours.
HOW IBOX WORKS? IT IS SIMPLE
1. Customers order a Cheque Book, Debit Card or Credit Card and choose to pick up the same
from iBox
2. Customers receive an SMS on their registered mobile number
3. Customer visits the iBox terminal and enters their registered mobile number, enter the OTP
and pick up their deliverable as part of enhanced security, iBox allows live tracking of the status
of the dispatched deliverable. This means that as soon as a package reaches a particular iBox, the
owner of the package is informed via an SMS carrying its GPS location along with OTP and a
QR code. The customer simply needs to visit the iBox terminal, enter the OTP or scan the QR
code to retrieve their parcel.
The self-service delivery facility allows the customers to pick up their parcel anytime within 7
days from the receipt of confirmation SMS
Speaking on this collaboration, Mr. Amit Sawhney, Co-founder & CEO of Smartbox said, "We
[Smartbox Team] are very excited about this collaboration. Banks have enhanced many of their
customer-facing, front-end operations with digital solutions. But many processes at bank
branches still rely on people and paper. With iBox, ICICI Bank has taken an intelligent step
towards eliminating the costly and slow manual processing of customer requests which often
lead to inconsistent results. Our smart banking lockers will help the bank unlock value and offer
an experience-driven banking ecosystem.
HISTORY
HDFC Bank was incorporated in 1994, with its registered office in Mumbai, Maharashtra, India.
Its first corporate office and a full service branch at Sandoz House, Worli were inaugurated by
the then Union Finance Minister, Manmohan Singh.
As of June 30, 2019, the Bank's distribution network was at 5500 branches across 2,764 cities.
The bank also installed 4.30 Lakhs POS terminals and issued 235.7 Lakhs debit cards and
1.2 crores credit cards in FY 2017
VISION STATEMENT
"To become the market leader in Housing Development Finance in Sri Lanka"
MISSION
We define our mission in the broader context of our shareholders, customers, staff, the national
economy, regulators and the natural environment.
To our staff, our mission is to identify their multi-faceted talents, develop, motivate,
recognize and reward them towards fulfilment of the institutional and national housing
vision.
To the national economy and the industry regulator, we are the key driver and thought
leader, shaping and financing the national housing policy.
To our natural environment, we enforce sustainable practices across all our activities.
MILESTONE
1995: HDFC bank receives banking license, IPO 55 times oversubscribed, first corporate
office and branch opened & listed on BSE, NSE
1997: Maiden dividend announced, times bank merger, new logo launched, times bank
merger, launched online real-time net banking & launched first international debit card in
india
2000: Launched first SMS-based mobile banking; first bank in India to launch mobile
banking & listed on NYSE
2001: Becomes first private bank to be authorized to collect income tax
2002: ISO certification for depository services and custodial services
2003-04: Credit card launched in over 100 cities, touching 1 million users
2006: Women’s cards launched
2008: Centurion bank of Punjab merged & first overseas branch launched
2010: LAUNCHED 40% faster ATMS
2011: Market leadership in auto and personal loans, credit cards
2012: JOSH unlimited launched
2013: SLI touches 2 million households
2013-14: Becomes the market leader in issuing credit card
2014: Blood donation camp wins Guinness world record
2015: HDFC mobile banking has largest number of mobile transactions, share offering
oversubscribed over 4 times, launched its anthem – MOGO & introduced 10-second
personal loan & launched CHILLR and PAYZAPP
2016: Launched missed call mobile recharge service, launched loans at ATMS utility,
becomes the #1 issuer of credit cards & 10th anniversary of All-India blood donation
drive
2017: IRA launched, EVA chatbot introduced, digital las launched, Forbes honor for our
bank, ZIIEI launched to improve quality of education in schools & #1 for 4th consecutive
year & josh unlimited becomes a registered trademark
2018: MD Aditya Puri conferred business world lifetime achievement award & IRA 2.0
launched
2019: MR PURI conferred prestigious AIMA-JRD tata corporate leadership award, our
bank collects 3 lakh units at 12th all-India blood donation drive, Asia money awards our
bank ‘best digital bank’ in India
ORGANOGRAM
BOARD
Director MD Ranganath
FACILITIES
HEADOFFICE
No. 6/242, Senapati Bapat Marg, Lower Parel, Mumbai - 400 013
REGIONAL OFFICE
Bank House, Dr Annie Besant Rd, Shiv Sagar Estate, Worli, Mumbai, Maharashtra 400018
BRANCH
As of June 30, 2019, the Bank's distribution network was at 5500 branches across 2,764 cities
A bank that caters primarily to the business community, HDFC is doing a commendable job both
online and offline. It has established its presence on the 3 largest social media platforms:
Facebook, Twitter and YouTube.
In all these 3 channels, it is making all the efforts it can to not only address customer issues and
market itself, but also as a platform to promote its CSR activities
Facebook: Boasting of more than 800k likes, HDFC Bank’s Facebook page is primarily
used as a platform to push its marketing messages. I find it a little overt in self-
promotion. They could do with some more customer centric helpful updates, which are
updated very few and far in between. And it seems they have started with Facebook
Advertising aggressively
Twitter: HDFC Bank has 2 separate Twitter handles taking care of its communication. On one
hand they have @HDFC Bank Offers which is primarily a marketing channel, on the other hand
you have @HDFC_Bank which handles all the customer issues over twitter.
The Corporate Governance framework at ICICI Bank lay emphasizes on adhering to Good
Corporate Governance norms. And for its effective implementation Bank has an efficient Board
which constitutes Independent Directors, the separation of the Board’s supervisory role from the
management and the structure based on Board Committees, which are chaired by independent
Directors, to keep an eye on significant issues.
Code of Commitment
ICICI Bank follows a voluntary Code, which sets minimum standards of banking practices when
they are dealing with individual customers. Philosophy on Code of Corporate Governance ICICI
Bank’s Corporate Governance philosophy encapsulates regulatory, legal requirements and also
several voluntary practices which aim at a high level of business ethics for safeguarding the
interest of all related stakeholders. The Corporate Governance framework followed by the Bank
also includes significant portion of the recommendations given by the Corporate Governance
Enactments and initiating regulatory bodies. Code of Conduct and Business Ethics ICICI Group
expects all its employees, officers and directors to act in accordance with high professional and
ethical standards.
ICICI Bank follows a voluntary Code, which sets minimum standards of banking practices when
they are dealing with individual customers. Philosophy on Code of Corporate Governance ICICI
Bank’s Corporate Governance philosophy encapsulates regulatory, legal requirements and also
several voluntary practices which aim at a high level of business ethics for safeguarding the
interest of all related stakeholders. The Corporate Governance framework followed by the Bank
also includes significant portion of the recommendations given by the Corporate Governance
Enactments and initiating regulatory bodies. Code of Conduct and Business Ethics ICICI Group
expects all its employees, officers and directors to act in accordance with high professional and
ethical standards. Whistle Blower Policy ICICI Bank has also introduced a Whistle Blower
Policy. As per this policy, employees of ICICI group are free to raise issues related to accounting
policies and procedures related to any area or item and report them back to the Audit Committee
through specific channels. This system has been communicated to the employees through Bank’s
intranet.
Audit Committee
The Audit Committee provides direction to the audit function and monitors the quality of internal
and statutory audit. The responsibilities of the Audit Committee include overseeing the financial
reporting process to ensure fairness, sufficiency and credibility of financial statements,
recommendation of appointment and removal of central and branch statutory auditors and chief
internal auditor and fixation of their remuneration, approval of payment to statutory auditors for
other permitted services rendered by them, review of functioning of Whistle Blower Policy,
review of the quarterly and annual financial statements before submission to the Board, review
of the adequacy of internal control systems and the internal audit function, review of compliance
with inspection and audit reports and reports of statutory auditors, review of the findings of
internal investigations, review of statement of significant related party transactions, review of
management letters/letters on internal control weaknesses issued by statutory auditors, reviewing
with the management, the statement of uses/application of funds raised through an issue (public
issue, rights issue, preferential issue, etc.), the statement of funds utilized for the purposes other
than those stated in the document notice and the report submitted by the monitoring agency,
monitoring the utilization of proceeds of a public or rights issue and making appropriate
recommendations to the Board to take steps in this matter, discussion on the scope of audit with
external auditors and examination of reasons for substantial defaults, if any, in payment to
stakeholders. The Audit Committee is also empowered to appoint/oversee the work of any
registered public accounting firm, establish procedures for receipt and treatment of complaints
received regarding accounting and auditing matters and engage independent counsel as also
provide for appropriate funding for compensation to be paid to any firm/advisors. In addition, the
Audit Committee also exercises oversight on the regulatory compliance function of the Bank.
The Audit Committee is also empowered to approve the appointment of the CFO (i.e., the whole
time Finance Director or any other person heading the finance function or discharging that
function) after assessing the qualifications, experience and background, etc. of the candidate
Board of Directors
ICICI Bank has a broad-based Board of Directors, constituted in compliance with the Banking
Regulation Act, 1949, the Companies Act, 1956 and listing agreements entered into with stock
exchanges, and in accordance with good Corporate Governance practices. The Board functions
either as a full Board or through various committees constituted to oversee specific operational
areas. The Board has constituted ten committees, namely, Audit Committee, Board Governance,
Remuneration & Nomination Committee, Corporate Social Responsibility Committee, Credit
Committee, Customer Service Committee, Fraud Monitoring Committee, Information
Technology Strategy Committee, Risk Committee, Share Transfer & Shareholders’/Investors’
Grievance Committee and Committee of Executive Directors. These Board Committees other
than the Committee of Executive Directors currently consist of majority of independent Directors
and most of the Committees are chaired by independent Directors. Corporate Social
Responsibility Committee The Board of Directors at its Meeting held on October 30, 2009
constituted the Corporate Social Responsibility Committee. The Committee is empowered to
review the corporate social responsibility initiatives undertaken by the ICICI Group and the
ICICI Foundation for Inclusive Growth, make recommendations to the Board with respect to the
corporate social responsibility initiatives, policies and practices of the ICICI Group and to review
and implement, if required, any other matter related to corporate social responsibility initiatives
as recommended/ suggested by RBI or any other body.
Board Governance
The Bank believes in adopting and adhering to the best recognized corporate governance
practices and continuously benchmarking itself against each such practice. The Bank understands
and respects its fiduciary role and responsibility towards its shareholders and strives hard to meet
their expectations. The Bank believes that best board practices, transparent disclosures and
shareholder empowerment are necessary for creating shareholder value.
The Bank has infused the philosophy of corporate governance into all its activities. The
philosophy on corporate governance is an important tool for shareholder protection and
maximization of their long term values. The cardinal principles such as independence,
accountability, responsibility, transparency, fair and timely disclosures, credibility, sustainability
etc. serve as the means for implementing the philosophy of corporate governance in letter and
spirit.
CODE OF CONDUCT
This Code of Ethics / Conduct intends to ensure adherence to highest business and ethical
standards while conducting the business of the Bank and compliance with the legal and
regulatory requirements, including compliance of Section 406 of the Sarbanes-Oxley Act
of 2002 and the rules and regulations framed thereunder by the Securities and Exchange
Commission of USA and other statutory and regulatory authorities in India and USA. The
Bank values the ethical business standards very highly and intends adherence thereto in
every segment of its business
This Code of Ethics/Conduct is applicable to the following persons.
The Board Members
Officials of the Bank one level below the Board
The Board members / Officials shall engage in and promote honest and ethical conduct of
business, including the ethical handling of actual and / or apparent conflicts of interest
between personal and professional relationships.
The Board members / Officials shall avoid conflict of interest and disclose to the Board
any material transaction or relationship that reasonably could be expected to give rise to
such a conflict.
The Board members / Officials shall ensure and take all reasonable measures to protect
the confidentiality of non-public information about the Bank, its business, customers and
other materially significant information obtained or created in connection with any
activities with the Bank and to prevent the unauthorized disclosure of such information
unless required by applicable laws or regulations or legal or regulatory process.
The Board members / Officials shall endeavor to produce full, fair, accurate, timely and
understandable disclosures in reports and documents that the Bank files with or submits
to the Securities and Exchange Commission and other regulators and in other public
communications made by the Bank.
“At HDFC Bank, we sincerely aim to reduce our negative impact on the environment. We are committed
to measuring and reducing our greenhouse gas emissions as well as material usage. As a responsible
financial institution, we are also resolved to assess and monitor our transactions to reduce
environmental risk and impact of our portfolio. We shall engage our employees, customers and
shareholders to encourage environment-friendly practices across our value chain”
FUNCTIONAL PERSPECTIVE
OBJECTIVE OF PROJECT
To study the customer satisfaction with HDFC Bank and ICICI Bank
To analyse the decision making process of the consumers
To know the position of the bank in today's economic conditions
To understand the products and services provided by these banks
To study the customer perception towards HDFC Bank and ICICI Bank
To study the problems faced by the marketing staff of ICICI Bank and HDFC Bank
G. METHOD OF SAMPLING
H. TOOLS OF DATA ANALYSIS Excel and Pie chart
DATA ANALYSIS
1) Age (Years )
NO OF RESPONDENTS
Above 55
13%
26-40
38%
Below 25
24%
41-55
26%
NO OF RESPONDENTS
12%
43%
QUESTIONNAIRE
Housewife ICICI
HDFC
Student
Others
ICICI bank?
HDFC Yes
Others No
ICICI
Oneself
HDFC
Broker
Others
Market Research
Friends/Relatives
Other Yes
No
a particular Bank?
11) According to you which bank enjoys 14) Are you aware of all the Accounts
provided by your bank?
good reputation in market?
Yes
No
ICICI
15)Which loan have you taken from your
HDFC
bank?
Credit card
18)Which bonds will you prefer to buy? 20) Rate the overall
satisfaction with the
ICICI bonds services of HDFC / ICICI
Bank?
HDFC bonds
a. Highly Satisfactory
b. Satisfactory
19) Which bank do you think will
c. Average
provide security against life?
d. Dissatisfactory
ICICI life Insurance
e. Highly Dissatisfactory
HDFC Standard life
insurance
ICICI
HDFC
Others
REFERENCES
https://rrjournals.com/past-issue/a-case-study-on-corporate-governance-of-icici-bank-ltd/.
https://www.business-standard.com/article/companies/60-years-of-icici-bank-major-
milestones-115010300030_1.html
https://shodhganga.inflibnet.ac.in/bitstream/10603/110135/16/16_chapter4.pdf