Final Peoject of Icici and Hdfcbank

ATM- COMPARITIVE STUDY BETWEEN HDFC BANK AND ICICI
BANK
UNIVERSITY OF MUMBAI
LALA LAJPAT RAI COLLEGE OF COMMERCE AND

ECONOMICS
MAHALAXMI, MUMBAI-34
SUBMITTED BY:
SRAVYA. S. CHILVERY
TYBBI
SEMESTER VI
PROJECT GUIDE
PROF. LOVEENA ATWAL
ACADEMIC YEAR 2018-2019

ATM- COMPARITIVE STUDY OF HDFC & ICICI BANK
ATM- COMPARITIVE STUDY BETWEEN HDFC BANK AND ICICI

BANK
UNIVERSITY OF MUMBAI
LALA LAJPAT RAI COLLEGE OF COMMERCE AND

ECONOMICS
MAHALAXMI, MUMBAI-34
SUBMITTED BY:
SRAVYA CHILVERY
TYBBI
SEMESTER VI
PROJECT GUIDE
PROF. LOVEENA ATWAL
ACADEMIC YEAR 2018-2019
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CERTIFICATE
This is to certify that the student of Third Year of Bachelors of Banking and
Insurance, have successfully completed the exploratory project titled “ATM-
COMPARITIVE STUDY BETWEEN HDFC AND ICICI” for the Bachelor of
Banking and Insurance, University of Mumbai, under our supervision and is the
result of her earnest work. The information given by her in this project is original
and true to the best of our knowledge.
Date:
External Examiner Project Guide
Principal Internal Examiner

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DECLARATION
I, Miss. Sravya Chilvery the student of Lala Lajpatrai College of Commerce and
Economics, hereby declare that I have completed my project on “ATM-
COMPARITIVE STUDY OF HDFC AND ICICI ” in the academic year 2018-
2019.
The information submitted is true and original to the best of our knowledge .
SRAVYA CHILVERY
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ACKNOWLEDGEMENT
With great pleasure I thank Mrs. Loveena Atwal Professor of Lala Lajpat Rai
College of Commerce and Economics for being an inspiration in the completion of
this project I thank for her invaluable help provided during the completion of this
project I also thank her for providing us guidance and numerous suggestion
throughout entire duration of the project I am thankful for invaluable help without
it this project would not have materized.
I express my deep gratitude to all my friends and family members, whose efforts
and creativity helped me in giving the final structure to the project work.
We are also thankful to all those seen and unseen hands and heads, which have
been of help in the completion of this project work.
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EXECUTIVE SUMMARY
In the case of the ATM, Don Wetzel invented the first successful and modern ATM in the USA,
however he was not first inventor to create an ATM. In 1939, Luther George Simjian started
patenting an earlier and not-so-successful version of an ATM. An Automatic Teller Machine or
ATM allows a bank customer to conduct their banking transactions from almost every other
ATM machine in the world. The first working ATM was installed in a New York based
Chemical Bank.
The first ATMs were off-line machines, meaning money was not automatically withdrawn from
an account. A computer network to the ATM not (at that time) connected the bank accounts.
Therefore, banks were at first very exclusive about who they gave Wetzel, Barnes and Chastain
developed the first real ATM cards, cards with a magnetic strip and a personal ID number to get
cash. ATM cards had to be different from credit cards (then without magnetic strips) so account
information could be included.
As service of the expanded, bank started using various methods which can aid in managing all
the functions of bank and thus banks introduced various physical evidence like cheques, bank
drafts and ATMs, credit cards etc. An ATM [Automated Teller Machine] is a technological
version of traditional bank teller who used to disperse cash and other facility over bank counter.
However bank teller was available only during bank working hours, the ATM are 24 X 7, at
disposal of customers.
HDFC and ICICI Banks network of 24 hrs ATMs is one of the largest and most widespread
ATM network in India. Banks ATMs are conveniently located in Commercial areas, residential
localities, Major Petrol Pumps and Airports, Near Railways Stations and other pleases, which are
conveniently accessible to customers.
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INDEX
Sr. No. Topics Page No.
CHAPTER-1
INTRODUCTION & 09
RESEARCH
1.1 GENERAL 10
INTRODUCTION
1.2 OBJECTIVE OF THE 12
STUDY
1.3 SCOPE OF STUDY 13
1.4 METHODOLOGY OF THE 14
STUDY
1.4.1 FORMATION OF 15
PROBLEM
1.4.2 COLLECTION OF DATA 16
1.4.3 RESEARCH DESIGN 17
1.4.4 SAMPLING PLAN 18
1.4.5 RESEARCH LIMITATIONS 19
CHAPTER-2 REVIEW OF 20
LITERATURE
2.1 ATM INDUSTRY STATUS 21
IN INDIA
CHAPTER-3 26
COMPARATIVE STUDY
BETWEEN HDFC & ICICI
3.1 ABOUT ICICI 27
3.2 FEATURE OF HDFC BANK 28
3.3 ATM SERVICES 30
PROVIDED BY ICICI
3.4 TERMS AND CONDITION 32
FOR DEBIT CARD
3.5 REATIL BANKING IN 39
ICICI
3.6 ATM CARD IN ICICI BANK 40
3.7 AWARDS OF ICICI BANK 43
3.7 PROFILE OF HDFC BANK 46
3.8 FEATURES OF HDFC 47
BANK
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3.9 IMPORTANT Dos AND 52

DONT’S WHILE USING
ATM
3.10 STEPS TO BE FOLLOWED 54
WHILE USING ATM
3.11 AWARDS AND 56
RECOGNITION OF HDFC
CHAPTER-4 DATA 57
ANALYSIS &
INTERPRETATION
CHAPTER-5 68
CONCLUSION
ENCL: 1 BIBLIOGRAPHY 71
ENCL: 2 ANNEXURE 72
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CHAPTER 1: INTRODUCTION AND RESEARCH

METHODOLOGY
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1.1 GENERAL INTRODUCTION

“Whatever the mind of man can conceives and believe, the mind can achieve”
Man is complex mix of elements and ever new invention motivates him to achieve
something new. There was a time when human race struggled for food lived in caves and
then slowly, gradually and eventually with his strong desire, dedication and determination
he moved on to invention of wheel, two wheelers, four wheelers, computers, laptop,
economy, currency and unending list of elements.
As the development continues with accelerated momentum he felt a strong need of

something which could add him in enhancing what he had with something what was in
possession of someone else and thus Money and Economy were born.
But this was sheer beginning. Slowly men felt need of institution which can safely
keep the wages of man, can provide him money over some obligation (interest) when he
was in dire need and thus it was conception of the institution called “Banks”.
Bank today covers various financial and commercial activities which includes:
• Issue of promissory notes.

• Processing of payment by way of telegraphic transfer.
• Issuing bank draft and cheques.
• Accepting money on term deposit.
• Lending money by way of overdraft, installments, loans or otherwise.
• Safe keeping of documents and other items in a safe deposit box.
• Currency exchange.
• Sales, distribution or brokerage with or without advice, of insurance, unit trusts
and similar financial products.
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As service of the bank expanded, bank started using various methods which can aid in managing
all the functions of bank and thus banks introduced various physical evidence like cheques, ban
draft and ATMs, Credit cards etc. an ATM [Automated Teller Machine] is a technological version
of traditional bank teller who available only during bank working hours, the ATM are 24 X 7, at
disposal of customers.
Thus ATM is computerized telecom device that provide a customer of a financial transaction
in a public place without the need of human desk [bank tell].
However ATM are invention of 20th Century when in 27th June 1967, Barclay Bankers
installed first electronic ATM in Enfield town in North London. Thus the ATM services slowly
becomes common to various banks in India too. Today almost all the bank issue a free of cost
ATM to all their branch that are internet worked through core banking system.
Hence, it is endeavor to draw a comparative study between the pre issuance and post
issuance ATM service of the major government owned banking Titans.
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1.2 OBJECTIVE OF THE STUDY
• Whether the customer is satisfied with ATM facility?
• If yes to what extent, if not what are the shortcomings?
• What are the shortcomings, which need attention?
• To draw comparison between the Satisfaction of customers from ATM services of

ICICI & HDFC BANK
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1.3 SCOPE OF THE STUDY
It is aimed to study the customer preference towards ATM Services of Housing Development
Finance Corporation and Industrial Credit and Investment Corporation. The project is analyzed
demographic, psychographic and preference characteristics of the customers using ATM. It
includes the detailed study of customers focusing on the various parameters that lend to identifying
and understanding the perception of the customer and behavior regarding services offered by
HDFC & ICICI. HDFC & ICICI both are private sector banks and enjoy the loyalty of customers
due to their work quality and long era of services. So it become important to reveal a correct
diagram and impact of the ATM services provided by it maintaining their dignity and position.
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1.4 RESEARCH METHODOLOGY OF THE STUDY
Research can be defined as a systemized effort to gain new knowledge. A research is carried
out by different methodologies which have their own pros and cons. Research methodology is a
way to solve research in study and solving research problems along with logic behind them are
defined through research methodology. Thus while talking about research methodologies I am in
context of our research studies and explain why it is being used a particular method or technique
and why the others are not used. So that research result is capable of being evaluated either by
researcher himself or by others.
ASSUMPTIONS:
• It has been assumed that sample of twenty represents the whole population.
• The information given by the customer is unbiased.
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1.4.1 FORMATION OF PROBLEM
A problem statement is a clear concise description of the issues that need to be addressed by a
problem solving team and should be presented to them (or created by them) before they try to solve
the problem.
The statement problem is:
Whether ATM services provided by HDFC and ICICI Bank as able to satisfy customers or
not?
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1.4.2 COLLECTION OF DATA
The project is based on pure findings of facts
The research data is of two types:
• Primary data
• Secondary data
• Primary research was done by means of questionnaires targeted to respondents who

primarily belong to the business and service sector. The sample size is 20. Survey
has been conducted in SOUTH MUMBAI.
• Secondary data as collected from websites, periodical journals, magazines, books.
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1.4.3 RESEARCH DESIGN
A research design is the arrangement of conditions for the collection of data in a manner that aims
to combine relevance to the purpose with economy in procedure.
Exploratory
Information pertaining to ATM usage in south Mumbai will be collected from various banks.
Concerned persons at various banks will be interviewed.
Information will also be collected from customers using ATM facility and their attitude towards
the same will be studied.
Questionnaire
A questionnaire will be administered to the current ATM users of various banks in South Mumbai,
personally by the research team. The questionnaire will contain no more than 10 questions.
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1.4.4 SAMLING PLAN
Relevant population
People using HDFC & ICICI ATM cards in South Mumbai City
Sample Size
Sample of 20 will be taken from South Mumbai City
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1.4.5 RESEARCH LIMITATION
• Since ATM interaction is a sensitive and private task, it was very important for me to not
to disturb the users privacy. Therefore, I decided not to engage them in interviews after the
observation.
• Consequently, some of my findings are necessarily based on (speculative) reasoning about

the observed behavior, rather than on actual user feedback.
• The respondents did not respond to all questions due to their personal bias.
• The study faces limitation in respect of time.
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CHAPTER 2: REVIEW OF LITERATURE
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2.1 ATM Industry Status in India
India ATM management services market is at a developing stage. The ATM Managed Services
Market is moderately fragmented among top 6-7 players which constituted 60-70% of the revenue
share though there are number of smaller players existing in the market. These small players have
usually positioned themselves into few of ATM service category.
Assessment of India ATM Managed Services Market: Indian government during August, 2014 has
initiated the scheme of opening up of bank account at zero balance under Pradhan Mantri Jan Dhan
Yojana (PMJDY). This led to expansion in the number of transactions performed in an ATM as
debit card users in India increased significantly.
RBI passed the law to increase the penetration of ATMs in rural areas of India to meet the desired
aim of financial inclusion which further supported the growth of ATM managed service market.
Over the span of last five years, the number of ATMs installed has increased positively at a double
digit growth rate during the period FY' 2013 to FY' 2018. As of 31st March 2018, Over 80% of
the ATMs are being outsourced by the banks as Banks observed that outsourcing an off-site ATM
is much more cost effective instead of managing them by the banks.
Issues and Challenges
• Power Cuts and Deficit

• Pressure on Profit Margins
• Decline in Number of Free Transactions at ATM's
• Low Interchange
• Market Segmentation
• By Type of ATMs
• In India, there are four types of ATMs management including Managed Services (MSPs),
Brown label ATMs, (Completely Outsourcing/IADs) ATMs Completely managed by
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banks and White label ATMs. Brown Label ATMs (IADs) has been recorded as the
second highest number of ATMs; these ATMs are owned by banks and further deployed
to ATM management companies for their management.
On the other side, penetration of White label ATMs in India is quiet low as compared to
other ATMs operating in the market. White label ATMs in India have penetration
majorly in rural areas as government is encouraging non-banking entities to open white
label ATMs in rural areas to reduce the shortage of ATMs and financial services in rural
areas of the country.
• By Service Offering
• ATM managed services market incorporates various services such as ATM repair,
maintenance, ATM Site Management, Cash management services, Transaction
processing, ATM supply, Cash Reconciliation Statement and Content & Electronic
Journal Management.
ATM repair and maintenance services such as (FLM, SLM and other services such as
ATM deployment, management and operationalization of ATM) have dominated the
market in terms of revenue during FY'2018. Other services (Transaction Processing,
ATM Site Management, Cash Reconciliation, Content & Electronic Journal
Management) contributed rest of the percentage in revenue generation during FY' 2018
• Snapshot on India ATM Cash Management Services
• Market Size
• The current cash management cycle involves cash pick up from bank, cash movement
from the bank to the ATMs' locations, grading, counting, monitoring ATMs for assessing
the level of cash in an ATM, and replenishing cash in the machine
accordingly. India cash management services market has increased at a double digit
CAGR during the period FY' 2013 -FY' 2018.
Market attained significant growth during the period FY'2013 - FY' 2016 due to increase
in services offered by the cash management companies such as cash vault services,
bullion management, cash processing and others.
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Market Segmentation by Services
• Cash management service companies (CMC) generates highest share of their revenue
through ATM replenishment service. CIT contributed third largest share in generating
revenue for the cash management companies in the FY' 2017.
• However, CIT service turned out to be the second major contributor in terms of revenue
share during FY'2018, due to increase in license of new bank branches during the above
period. CPD contributed the third largest share in terms of revenue for the cash
management companies due to increase in number of retail touch points.
Competition Scenario
• The market of Cash Management services in India is moderately concentrated. There are
few players which have global presence while some of the players are in plans to expand
towards PAN India level. With expected increase in the FDI in the Cash Management
market, it is expected that with the entry of new foreign entrants, the market will become
more fragmented in the near future.
• Brink's Arya, CMS Infosystem, Logicash, Radiant Cash, Securevalue, SIS Prosegur and
Writer Safeguard are the major players which constitute majority share of the overall
Cash Management Market.
• Out of these players, CMS Infosystem continues to be the market leader for past 4 years.
• ATM Supply Management

• The market for ATM Supply and deployment companies is highly concentrated with few
players constituting more than two-third of the total share. AGS Transact, Diebold
Nixdorf, Nautilus, NCR Corporation, Hitachi Payments, Vortex Engineering and Euronet
are the major players in the ATM supply and deployment industry.
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NCR Corporation is the market leader followed by AGS Transact and then by Diebold
Nixdorf in terms of revenue generation.
ATM Managed Services Company
The competition stage of the ATM Managed Service market is moderately concentrated with
banks and other non- financial entities following a policy of having at least two vendors for the
management of their ATM centers and simultaneously having the best combination of
technology and cost efficiency.
Hitachi Payments, Tata Communication Payments Solution, Electronic Payments and Solutions,
AGS Transact, Fidelity Information Services, Financial Software and Systems are the major
players in the industry. The market is dominated by Hitachi Payments followed by AGS Transact
in terms of revenue generation during FY'2018.
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CHAPTER 3: COMPARITIVE STUDY BETWEEN ICICI BANK

AND HDFC BANK
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3.1 About ICICI
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.
BOARD OF DIRECTORS IN ICICI BANK
Sr. No Name Designation

1 Mr. Girish Chandra Chaturvedi Chairman
2 Mr. Sandeep Bakhshi Managing Director
3 Mr. Uday Chitale Director
4 Mr. Dileep Choksi Director
5 Ms. Rama Bijapukar Director
6 Ms. Neelam Dhawan Director
7 Mr. Hari L Mundra Director
8 Mr. Radhakrishnan Nair Director
9 Mr. V.K. Sharma Director
10 Mr. B. Sriram Director
11 Mr. Lalit Kumar Chandel Government Nominee
Director
12 Ms. Vishakha Mulye Executive Director
13 Mr. Vijay Chandok Executive Director
14 Mr. Anup Bagchi Executive Director
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3.2 Features of ICICI Bank
The important features of the functioning of the ICICI arc as given below:
(i) The financial assistance as provided by the ICICI includes rupee loans, foreign currency loans,
guarantees, underwriting of shares and debentures, and direct subscription to shares and
debentures.
(ii) Originally, the ICICI was established to provide financial assistance to industrial concerns in
the private sector. But, recently, its scope has been widened by including industrial concerns in the
public, joint and cooperative sectors.
(iii) ICICI has been providing special attention to financing riskier and non-traditional industries,
such as chemicals, petrochemicals, heavy engineering and metal products. These four categories
of industries have accounted for more than half of the total assistance.
(iv) Of late, the ICICI has also been providing assistance to the small scale industries and the
projects in backward areas.
(v) Along with other financial institutions, the ICICI has actively participated in conducting
surveys to examine industrial potential in various states.
(vi) In 1977, the ICICI promoted the Housing Development Finance Corporation Ltd. to grant term
loans for the construction and purchase of residential houses.
(vii) Since 1983, the ICICI has been providing leasing assistance for computerisation,
modernization and replacement schemes; for energy conservate; for export orientation; for
pollution controller balancing and expansion: etc.
(viii) The ICICI has not contributed much to reduce regional disparities. About three-fifth of the
total assistance given by the ICICI has been received by the advanced states of Maharashtra, Gujrat
and Tamil Nadu.
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(ix) With effect from April 1, 1996, Shipping Credit and Investment Company of India ltd, (SCICI)
was merged with ICICI.
(x) The ICICI Ltd. was merged with ICICI Bank Ltd. effective from May 3, 2002
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3.3 ATM SERVICES PROVIDED BY ICICI
ICICI Bank's widespread network of ATMs makes it easy and convenient for you to bank 24
hours a day.
With 14,164 ATMs set-up within India, we ensure that you are never too far from an ICICI Bank
ATM. User-friendly graphic screens and easy to follow instructions in a choice of local
languages, makes ATM Banking with ICICI Bank a smooth experience. We also have 4,850
branches within the country.
CASH TRANSACTION
Cash Withdrawal
• Cash Withdrawal up to Rs. 50,000/- per day (1,00,000 for HNI's).

• Deposit Cash / Cheques at all full function ATMs
Ultra Fast Cash
• Cash withdrawal option of prefixed amount

• 'Ultra Fast Cash' option to withdraw Rs. 5000/- in one shot
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ACCOUNT RELATED INFORMATION
Balance Enquiry
• Check your ledger balance and available balance
Mini Statement
• Print your Mini Statement with your last 8 transactions and the current available balance
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3.4 Terms & Conditions for Debit Cards
These Terms and Conditions apply to and regulate the issuance and usage of debit cards offered
by ICICI Bank to Accountholder and/or any person as may be specified by the Accountholder.
These terms and conditions (the “Terms”) shall be in addition to any other terms as stipulated by
ICICI Bank from time to time. All annexure to the Terms shall form an integral part of the
Terms.
1. DEFINITIONS: In these terms and conditions, unless there is anything repugnant to the
subject or context thereof, the following words / expressions shall have the meaning as stated
herein under: "Account" refers to the savings and /or current account designated by ICICI Bank
to be eligible account/s for operations through the use of the Card. "Account Statement" means
the periodical statement of Account sent by ICICI Bank to a Cardholder, from time to time,
setting out the Transactions carried out and balance in the Account as on that date, and any other
information as ICICI Bank may deem fit to include. "Accountholder" refers to individuals,
proprietorships, partnership concerns or company holding an Account with ICICI Bank.
Provided however in case of savings account, the expression “Accountholder” refers to only
individuals holding such account with ICICI Bank.
BENEFITS OF CARD: The Cardholder can access cash at the ATM/ at ICICI Bank branch,
make payments at Merchant Establishments, ascertain information about his Account balance
through the use of the Card at ATMs/ICICI Bank 24 Hour Customer Care/ Infinity /Corporate
Internet Banking / by using Corporate Care Services or otherwise, place request for renewal of
the fixed deposit held with ICICI Bank, or any such services as specified by ICICI Bank from
time to time. The Cardholders availing of any such services through the use of the Card shall be
bound by the terms and conditions stipulated by ICICI Bank, and as amended from time to time,
with respect to such services. The Card is valid for use at ATMs and Merchant Establishments in
India and abroad. However, the Card is not valid for payment in foreign exchange at Merchant
Establishments in India, Nepal and Bhutan. The Card is valid up to the last day of the month
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indicated on the Card. Upon occurrence of the Transaction, the Account linked with the Card
shall be instantaneously debited by ICICI Bank.
PERSONAL IDENTIFICATION NUMBER: To enable the Cardholder to use the Card, a

Personal Identification Number (PIN) will be issued to him in the first instance. The PIN shall be
mailed to him and the Cardholder shall ensure that the same is received in a sealed envelope.
This PIN may subsequently, be changed by the Cardholder, at his own risk, at any ICICI Bank
ATM or at designated ICICI Bank branches or at the ICICI Bank 24-Hour Customer Care
Center. The Cardholder acknowledges, represents and warrants that the PIN issued to it provides
access to the Account and that the Cardholder accepts the sole responsibility for use,
confidentiality and protection of the PIN, as well as for all orders and information changes
entered in to the Account using such PIN. The Cardholder shall not record the PIN in any form
so as to facilitate PIN coming to knowledge of a third party. The Cardholder grants express
authority to ICICI Bank for carrying out transactions and instructions authenticated by the PIN
and shall not revoke the same. ICICI Bank has no obligation to verify the authenticity of the
transaction instruction sent or purported to have been sent from the Cardholder other than by
means of verification of the Cardholder's PIN. The Cardholder shall at all times take all
appropriate steps as mentioned in the Terms to maintain the security of the PIN. ICICI Bank
may, in its absolute discretion issue a new PIN on the existing Card. Subject to the provisions
stated herein and as specified by ICICI Bank from time to time, the Cardholder will not hold
ICICI Bank liable in case of any improper/ fraudulent/unauthorized/ duplicate/erroneous use of
the Card and/or the PIN. ICICI Bank will also not be liable for any consequences connected with
the use/ misuse of the Card by any third party due to the Card falling in the hands of any third
party or the PIN coming to the knowledge of any third party. If any third parties gain access to
the services, including the Account, the Cardholder will be responsible and shall indemnify
ICICI Bank against any liability, costs or damages arising out of such misuse / use by third
parties based upon or relating to such access and use or otherwise.
LOST OR STOLEN CARDS: If a Card is lost or stolen, the Cardholder must file a report with
the local police and send a copy of the same to ICICI Bank. The Cardholder may report a Card
loss over the telephone to any of ICICI Bank's 24-Hour Customer Care Centers or by way of
written communication or by fax to his branch of ICICI Bank or such other mode as may be
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acceptable to ICICI Bank. ICICI Bank upon adequate verification will temporarily suspend the
Card, and will subsequently hot list/cancel the Card during working hours on a working day of
ICICI Bank following the receipt of such intimation. If the Cardholder loses his Card overseas,
he may either follow the above procedure or may report the loss through the
VISA/MASTERCARD Global Emergency Assistance help lines; the charges for the usage of
such services shall be borne by the Cardholder. The Cardholder is responsible for the security of
the Card and shall take all steps towards ensuring the safekeeping thereof. Subject to Clause 10
of the Terms, the Cardholder will be liable for all charges incurred on the Card until the Card is
hot listed/ cancelled. Further, in the event ICICI Bank determines that the aforementioned steps
are not complied with, financial liability on the lost or stolen Card would rest with the
Cardholder The Cardholder shall take cognizance of the fact that once a Card is reported lost,
stolen or damaged and is subsequently found, the same shall be promptly cut in half, returned to
ICICI Bank and adequate care taken to prevent its misuse.
SURRENDER/REPLACEMENT OF CARD: The Card issued to the Cardholder shall remain the
property of ICICI Bank and will be surrendered to ICICI Bank, on request. The Cardholder shall
return the Card to ICICI Bank for cancellation in the event the Cardholder no longer requires the
services or if the services are withdrawn by ICICI Bank for any reason whatsoever. ICICI Bank,
may, in its absolute discretion issue a replacement Card along with a new PIN to the
Cardholders, including for any loss/ stolen Card. 8.
TERMINATION: The Cardholder may discontinue/ terminate the Card anytime by a written
notice to ICICI Bank accompanied by the return of the Card cut into two pieces diagonally. The
Cardholder shall be liable for all charges incurred, up to the receipt of the written notice duly
acknowledged by ICICI Bank. ICICI Bank may at any time, with or without notice, as to the
circumstances in ICICI Bank's absolute discretion require, terminate the Card.
STATEMENTS AND RECORDS The Cardholder can get a verbal or written history of his
Transactions by calling the ICICI Bank 24- Hour Customer Care Center. The Cardholder can
also check the transaction records from the Account Statement available online at ICICI Bank’s
website and last 10 transactions on ICICI Bank ATM. The Cardholder will inform ICICI Bank in
writing within 15 days, if any irregularities or discrepancies exist in the transactions/ particulars
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of the Account on any Account Statement that is made available to the Cardholder. If ICICI
Bank does not receive any information to the contrary within 15 days ICICI Bank may assume
that the Account Statement and the transactions are correct. To ensure the Cardholder's interests,
ICICI Bank may record on camera or on videotape, at its own discretion the access to and the
presence of any person while availing the use of the Card facilities. All records maintained by
ICICI Bank, in electronic or documentary form of the instructions of the Cardholder and such
other details (including but not limited to payments made or received) pursuant to the Terms, and
all camera/video recordings made as mentioned above shall as against the Cardholder, be
deemed to be conclusive evidence of such instructions and such other details.
ATM USAGE: The Card can be used at the ATM locations with the help of the confidential PIN.
All Transactions conducted with use of the PIN will be the Cardholder's responsibility. The
Cardholder agrees that he will be allowed to withdraw only a certain amount of cash per
transaction per day as determined by ICICI Bank irrespective of the credit balance in the
Account(s). This amount will be announced from time to time. Any attempt to violate this limit
may lead to withdrawing of his Card facility. When the Cardholder completes a transaction
through an ATM he can opt to receive a printed transaction record i.e. the transaction slip/ ATM
receipt. The amount of available funds is shown on this ATM receipt when the Cardholder uses
his Card. The Cardholder is advised to retain the record of Transactions generated by the ATM
with him. The Cardholder agrees not to attempt to withdraw using the Card unless sufficient
funds are available in the Account. The onus of ensuring adequate Account balances is entirely
on the Cardholder.
FEES AND CHARGES: The annual fees for the Card will be debited to the Primary Account
linked with the Card on application/renewal at the Bank's prevailing rate. The fees are not
refundable. The Cardholder shall maintain at all times such minimum balance in the Account, as
ICICI Bank may stipulate from time to time. ICICI Bank reserves the right at any time to charge
the Cardholder for the issue or reissue of a Card and/or any fees/charges for the transactions
carried out by the Cardholder on the Card. Any government charges, duty or debits, or tax
payable as a result of the use of the Card shall be the Cardholder's responsibility and if imposed
upon ICICI Bank (either directly or indirectly), ICICI Bank shall debit such charges, duty or tax
against the Account. In addition, operators of Shared Networks may impose an additional charge
[Type text] Page 35

for each use of their ATM/ POS Terminal/other device, and any such charge along with other
applicable fees/charges will be deducted from the Cardholder's Account. There will be separate
service charges levied for such facilities as may be announced by the Bank from time to time and
deducted from the Cardholder's Account. In the situation that the Account does not have
sufficient funds to deduct such fees, the Bank reserves the right to deny any further Transactions.
In case of Accounts classified as overdrawn Accounts, the Cardholder will have to rectify the
Account balance position immediately. In every such situation where the Account gets
overdrawn, a flat charge could be levied in addition to the interest to be charged on the debit
balance in the Account. This charge will be determined by the Bank and will be announced from
time to time. In the event of an Account being overdrawn due to Card Transactions, the Bank
reserves the right to setoff this amount against any credit lying from any of the Cardholder's
other Accounts held jointly or singly without giving any notice. Nothing in the Terms shall affect
the Bank's right of setoff, transfer and application of monies at law or pursuant to any other
agreement from time to time subsisting between the Bank and Cardholder. The Cardholder also
authorizes ICICI Bank to deduct from his Account, and indemnifies ICICI Bank against any
expenses it may incur in collecting money owed to it by the Cardholder in connection with the
Card. (including without limitation reasonable legal fees). ICICI Bank may, at its discretion levy
penal charges for non- maintenance of the minimum balance. In addition to the minimum
balance stipulation ICICI Bank may levy service and other charges for use of the Card, which
will be notified to the Cardholder from time to time. In the case of transactions entered into by
the Cardholder through his internationally valid Debit Card, the equivalent in the currency in
which the Cardholder's Account is held, along with processing charges, conversion charges, fees
if any charged as per VISA/MASTERCARD regulations, any other service charges for such
transactions shall be debited to the Account linked with the Card held at ICICI Bank in India.
The Cardholder authorizes ICICI Bank to recover all charges related to the Card as determined
by ICICI Bank from time to time by debiting the Account linked with the Card. Details of the
applicable fees and charges as stipulated by ICICI Bank will be displayed on the website and / or
at the branches. Please refer Annexure III for details on the tariff applicable as on date.
DISPUTES: ICICI Bank accepts no responsibility for refusal by any Merchant Establishment to
accept and/or honor the Card. In case of dispute pertaining to a Transaction with a Merchant
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Establishment a charge/sales lip with the signature of the Cardholder together with the Card
number noted thereon shall be conclusive evidence as between ICICI Bank and the Cardholder
as to the extent of liability incurred by the Cardholder and ICICI Bank shall not be required to
ensure that the Cardholder has duly received the goods purchased/to be purchased or has duly
received the service availed/to be availed to the Cardholder's satisfaction. In case the Cardholder
has any dispute in respect of any charge indicated in the Account Statement, the Cardholder shall
advise details to ICICI Bank within 15 days of the Account Statement date failing which it will
be construed that all charges are acceptable and in order. ICICI Bank may at its sole discretion
accept any disputes on charges older than 15 days. ICICI Bank shall make bonafide and
reasonable efforts to resolve an aggrieved Cardholder's disagreement with the applicable charge
indicated in the Account Statement within two months of receipt of the notice of disagreement. If
after such effort ICICI Bank determines that the charge indicated is correct then it shall
communicate the same to the Cardholder along with details including a copy of the Sales Slip or
payment requisition. Any dispute in respect of a Shared Network ATM Transaction will be
resolved as per VISA/MASTERCARD regulations. ICICI Bank does not accept responsibility
for any dealings the Cardholder may have with Shared Networks. In the event the Cardholder has
any complaints concerning any Shared Network ATM, the Cardholder with the Shared Network
should resolve the matter, and failure to do so will not relieve him from any obligations to ICICI
Bank. However, the Cardholder should notify ICICI Bank of the complaint immediately.
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Applicable tariff to be changed from time to time:
Enrolment Fee Nil
Card Replacement Fee Rs. 200
ATM withdrawal charges from non-ICICI Bank ATM Rs. 18/-
Balance enquiry charges from non-ICICI Bank ATM Rs. 8/-
ATM withdrawal charges from ATMs outside India Rs. 125
Balance enquiry charges from ATMs outside India Rs.25
The charges for using the ATMs of the other banks in the National Financial Switch (NFS)
network is Rs. 20/-for a cash withdrawal plus service tax at 10.30% of the charge amount. For
details of banks in this network, please refer to www.icicibank.com
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3.5 RETAIL BANKING IN ICICI
ICICI Bank offers a wide range of services in the Personal Banking

Segment which are indexed here
Products Banking
Account and Deposits Insurance

a) Saving Account a) Life Insurance
b) Current Account b) Car Insurance
c) Fixed Deposits c) Health Insurance
d) Recurring Deposits
e) Demat
f) Pension Account
Loans Cards
a) Home Loan a) Credit Cards
b) Personal Loan b) Debit Cards
c) Car Loan c) Prepaid Cards
d) Gold Loan d) Travel Cards
e) Education Loan
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3.6 ATM CARD IN ICICI BANK
Debit Card / ATM Card
• Pay for anything from eating out with family to a vacation abroad
• Shop and book your travel tickets online
• Pay your utility bills at a go
• Withdraw cash all around the world
The most convenient way to say no to cash
Using Debit card is fast and easy. Access your funds 24/7 and make purchases at millions of
locations worldwide that accept Visa/MasterCard.
Important Information on your ICICI Bank Rewards Programs
We are constantly striving to enhance your banking experience with ICICI Bank.
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Our reward programs, Hand-picked Rewards, ICICI Bank Rewards and PAYBACK are amongst
the best in the country. PAYBACK, a coalition reward program lets you pool loyalty benefits from
many attractive partners.
We are constantly looking to add value to you through various efforts. The reward catalogues for
the different programs have been expanded. Real-time redemption options such as in-store and
online redemption at PAYBACK Partner Brands have been introduced, making it easier for you
to redeem your reward points.
We have introduced a nominal charge to enable us to operate these programs more efficiently.
With effect from July 1, 2017, a Redemption Handling Fee plus Goods and Services Tax will be
charged on every redemption request for reward points earned on ICICI Bank Credit Cards, Debit
Cards or MySavingsRewards.
o For Credit Card members on Hand-picked Rewards Scheme and ICICI Bank Rewards Scheme, a
Redemption Handling Fee of ₹99 + Goods and Services Tax* will be levied for every redemption
request.
• For Credit Card, Debit Card and MySavingsRewards members on PAYBACK Rewards Scheme:
▪ Catalogue based redemptions: A Redemption Handling Fee of ₹99 + Goods and Services Tax*
will be levied on each redemption. To view the catalogue, please
o Online and in-store redemptions: A Redemption Handling Fee of ₹25 + Goods and Services Tax*
will be levied on each redemption on PAYBACK Partner Brands. For the complete list of
PAYBACK Partner Brands please
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This Redemption Handling Fee plus Goods and Services Tax will be charged to your monthly
Credit Card statement. For Debit Card and My Savings Rewards, the fee will be charged to your
bank account.
All other Terms and Conditions governing your reward program remain unchanged. To view the
complete Terms and Conditions,
• for Credit Card rewards programs, please

• for Debit Card rewards program, please
For any clarification or more information regarding this matter, you can write to us through the "E-
mail Us" option at www.icicibank.com or call our Customer Care. We will be happy to assist you.
* The current applicable Goods and Services Tax is 18% with effective from July 01, 2017 and is
subject to change.
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3.7 ADWARDS OF ICICI BANK
• ICICI Bank won a total of four awards in the ‘Large Banks’ group at this year’s IBA Banking
Technology Awards. The Bank was declared winner in the following categories: ‘Best IT Risk
Management and Cyber Security Initiatives’ and ‘Best Financial Inclusion Initiatives’. ICICI Bank
was declared runner-up in the following categories: ‘Best Technology Bank of the Year’ and ‘The
Most Customer-Centric Bank using Technology’.
• ICICI Bank was recognized as the ‘Best Retail Bank – India’ at the Retail Banker International
Asia Trailblazer Awards 2019. The Bank also won an award in the ‘Best Mortgage Offering’
category at these awards. The awards are organized by Retail Banker International, an online
publication that provides news on banking and finance from across the globe.
• ICICI Bank was awarded for its ‘iTravel’ project at Finnoviti 2019, a conference and award
ceremony organized by the Banking Frontiers magazine to recognize innovations in the Indian
Banking, Financial Services and Insurance (BFSI) industry.
• ICICI Bank won the Silver Award in the ‘Home Loan Provider of the Year 2018’ category at the
17th edition of the Outlook Money Awards. The awards are organized by Outlook Money, a
magazine that features news on personal finance, mutual funds, investments, insurance, taxation
and other financial aspects.
• ICICI Bank was recognized as the ‘Best Foreign Exchange Provider’ in India as part of ‘The
World’s Best Foreign Exchange Providers 2019’ list released by Global Finance magazine
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3.8 PROFILE OF HDFC BANK
The Housing Development Finance Corporation Limited (HDFC) was amongst the first to receive an 'in
principle' approval from the Reserve Bank of India (RBI) to set up a bank in the private sector, as part of
RBI's liberalisation of the Indian Banking Industry in 1994. The bank was incorporated in August 1994 in
the name of 'HDFC Bank Limited', with its registered office in Mumbai, India. HDFC Bank commenced
operations as a Scheduled Commercial Bank in January 1995. HDFC is India’s premier housing finance
company and enjoys an impeccable track record in India as well as in international markets. Since its
inception in 1977, the Corporation has maintained a consistent and healthy growth in its operations to
remain the market leader in mortgages. Its outstanding loan portfolio covers well over a million dwelling
units. HDFC has developed significant expertise in retail mortgage loans to different market segments and
also has a large corporate client base for its housing related credit facilities. With its experience in the
financial markets, strong market reputation, large shareholder base and unique consumer franchise,
HDFC was ideally positioned to promot e a bank in the Indian environment.
HDFC Bank is headquartered in Mumbai. As of March 31, 2015, the Bank’s distribution network was at
4,014 branches in 2,464 cities. All branches are linked on an online real-time basis. Customers across
India are also serviced through multiple delivery channels such as Phone Banking, Net Banking, Mobile
Banking and SMS based banking. The Bank’s expansion plans take into account the need to have a
presence in all major industrial and commercial centres, where its corporate customers are located, as well
as the need to build a strong retail customer base for both deposits and loan products. Being a clearing /
settlement bank to various leading stock exchanges, the Bank has branches in centres where the NSE /
BSE have a strong and active member base. The Bank also has a network of 11,766 ATMs across India.
HDFC Bank’s ATM network can be accessed by all domestic and international Visa / MasterCard, Visa
Electron / Maestro, Plus / Cirrus and American Express Credit / Charge cardholders.
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3.9 Features of HDFC Bank ATMs
With a wide spread network of ATMs across India, enjoy the following benefits at your
convenience:
• 24 hour* access to cash
• Personalized cash withdrawals
• View account statements and mini-statements
• Change ATM PIN.
• Make HDFC Bank Credit Card payments
• Order cheque book / account statement
• Transfer funds between accounts linked to the same ATM / Debit Card
• Refill prepaid mobile
• Pay Utility Bills
• Enquire about cheque status
• Request for NetBanking password
• Register for Mobile Banking
• Personal loan 10 seconds
• Mobile Banking registration for other Bank customer
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HDFC Bank ATMs now allow you to withdraw cash 40% faster.
At the ATM, you can register your most frequently used cash withdrawal amount along with the
account and preferred language as "MyFavourite". Thereafter, to withdraw the same amount, you only
need to enter your PIN, select "MyFavourite", and collect the cash. This reduces the number of screens
you have to go through from 9 to 5, thus saving 40% of your time
How do I take advantage of this?

•
• The next time you withdraw your money from an HDFC Bank ATM you will be prompted to set your
last withdrawal amount as "MyFavourite" (i.e. your preferred cash amount).
• If you agree, the cash withdrawal amount, account (in case of multiple accounts) and preferred language
are registered for future transactions
Then all you have to do is:
• Enter your PIN
• Select "MyFavourite"
• Collect you cash and card
You can also change the amount or the account from which the cash is debited by following the regular
withdrawal steps. The new amount and account number can also be registered as "MyFavourite" to
replace your earlier favourite transaction.
*'40% faster' is based on the time taken for an average cash withdrawal at HDFC Bank ATMs by
HDFC Bank accountholders using the 'MyFavourite' feature. This is available at most HDFC Bank
ATMs
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Revised ATM Charge Structure
Account Type No of Free No of Free Charges beyond

Transactions per Transactions per prescribed limit of
month at HDFC month at other free transactions
Bank ATMs Bank ATMs
Savings & Salary Free Transactions -5 At Metro ATMs : 3 Cash Withdrawal - Rs
Account Free Transactions 20/- plus applicable
taxes
At Non Metro
ATMs:- 5 Free Non Financial
Transactions Transaction - Rs
8.50/- plus applicable
taxes
Current Account Unlimited At Metro ATMs - 3 Cash Withdrawal &
(Flexi, Plus, Max, Free Transactions Non Financial
Apex, Ultima, Transaction - Rs 20/-
Merchant Advantage At Non Metro ATMs plus applicable taxes
Plus & Supreme - 5 Free Transactions
Current Account)
Current Account Unlimited Charged from 1st Cash Withdrawal &
(Regular, Premium, transaction onwards Non Financial
Trade , Agri, Current Transaction - Rs 20/-
Account for plus applicable taxes
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Professionals, Ezee,
Current Account for
Hospitals /Nursing
Homes/ Pathology
labs, Merchant
Advantage & TASC)
Note:
• Revised charges are applicable from 1st December 2014
• Transactions considered will include both Financial (Cash Withdrawal) and Non-Financial Transactions
(Balance Enquiry , Mini Statement & PIN Change)
• Transactions conducted at ATMs in Mumbai, New Delhi, Chennai, Kolkata, Bengaluru and Hyderabad
will be considered as Metro ATMs .
• Please refer relevant product section on website for detailed information
You will be allowed to withdraw a maximum of Rs. 10,000 per transaction from another bank’s ATM,
w.e.f. from 15th October 2009.
Transaction Cash Withdrawal Balance Enquiry
International ATM Rs. 110/- + applicable tax Rs. 15/- + applicable tax
transaction
With effect from 1st January 2016, the charges of International ATM transactions for Savings Account,
Current Account, and Corporate Salary Account holders would be revised to Rs 125 + taxes for Cash
Withdrawal and Rs 25 + taxes for Balance Enquiry transactions
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Note : For the purpose of computation of domestic ATM transaction charges, the month end cut off
timing is 7:30 PM. Transactions done post this cut off time will be considered in the next month. The
transactions will be counted for each calendar month.
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3.10 IMPORTANT DO’S AND DONT’S WHILE USING ATM
Do's
• Conduct your ATM transactions in privacy. Beware of suspicious movement of people around ATM or strangers trying to
engage you in conversation.
• Use your hand or body to shield your PIN while entering it.
• Press 'Cancel' key before leaving the ATM and wait for the welcome screen. Remember to take your card, cash & transaction
slip.
• Register your mobile number with the Bank to get alerts for ATM transactions.
• Inform the Bank, if the ATM / Debit Card is lost or stolen and immediately report any unauthorized transaction.
• If the cash is not dispensed or your card is trapped inside, report to the Bank immediately.
• Create a PIN which is difficult to guess & change it on regular basis.
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Don'ts
• Do not take help from strangers or handover your card to anyone for using it.
• Do not write your PIN on the card or disclose it to anyone, including Bank employee.
• Do not conduct the transaction if you observe any unusual devices or appendages connected to the ATM machine.
• Do not let anyone peep into the ATM while you are doing your transactio
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3.11 STEPS TO BE FOLLOWED WHILE USING ATM
Ensuring a secured transaction while you transact on our ATMs is our utmost priority. While we have
various security measures in our ATMs currently, to further secure it & comply with EMV compliance
set by RBI, we are updating the technology used at all our ATMs. You can expect a change in the way
you have been operating our ATMs.
STEPS TO BE FOLLOWED:
•
• Insert your card into the ATM

• Leave the card in the terminal until the transaction is complete
• Follow the instructions on the ATM screen
• Remove the card ONLY when prompted
• Do not force remove the card between the transaction as it would be matched by the ATM to read
the chip
• Collect your cash / receipt
• Press CANCEL on the keypad before leaving the ATM
Due to this upgrade you might see few ATMs under maintenance. Rest assured that this activity is being
done to bring an enhanced and secured ATM experience to you.
You can also

Change your PIN | Pay Utility bills | Pay credit card bills |Top-up your mobile and much more at our
ATM’s
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ATM Facility for visually challenged customers
• HDFC Bank's ATM machines for visually challenged customers operates on a voice guided system
with braille enabled keys which can guide in transacting at the ATM.
• Customers can hear a voice with the help of headphones for transaction guidance.
• Any card can be used on the touch screen ATMs. For the remaining ATMs a special variant card can
be used. Please contact your nearest Branch to apply for the same.
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3.12 Awards and recognition HDFC BANK
• Best Banking Performer, India in 2016 by Global Brands Magazine Award.
Best Performing Branch in Microfinance among private Award for Best Performance in
sector banks by NABARD, 2016 Microfinance
Bank of the year & best digital

KPMG study of India's Best Banks
banking initiative award 2016
Business leader of the year- Aditya

AIMA Managing India Awards 2015
Puri
Most Valued brand in India for third

Brands Rankings
successive year
Best managed public company –

Finance Asia poll on Asia's Best Companies 2015
India
Barron's World's 30 Best CEOs - Aditya Puri[
Best in class straight through

J. P. Morgan Quality Recognition Award
processing rates
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CHAPTER-4 DATA ANALYSIS AND INTERPRETATION
5.1 DATA ANALYSIS AND INTERPRETATION
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Q1 Do you have account in:
HDFC BANK 9
ICICI BANK 6
Both 2
Others 3
Column1
ICICIBANK
HDFC BANK
Both
4th Qtr
INTERPRETATION:
As according to my survey of 20 samples there are 9 out of 20 samples of ICICI and 6

out of 20 samples of HDFC.
Q2 Do you have ATM service with your account?
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Yes 16
No 4
Sales
Yes
No
INTERPRETATION:
As analysis shows above that people have ATM service with their Account.
Q3 What is the purpose for using ATM? (tick one or more)
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Cash withdrawal 13
Balance Inquiry 4
Balance Transfer 1
Others 2
Sales
Cash withdrawal
Balance Inquiry
Balance Transfer
Others
INTERPRETATION:
As this analysis shows that people use their ATM card for Cash withdrawal than
Balance enquiry or Balance transfer or Others
Q4 How frequently do you use ATM card in a week?
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Less than 3times 2
3 to 5 times 6
5 to 8 times 4
More than 8 times 8
Sales
Less than 3 times

3 to 5 times
5 to 8 times
More than 8 times
INTERPRETATION:
As analysis shows us that most of people use ATM cards More than 8 times in a
week .
Q5 How much time do you spend waiting in queue at ATM?
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ICICI (9/20) HDFC (6/20)

Less than 5min 3 3
5min to 10min 4 2
10min or more 2 1
ICICI HDFC
Sales Sales
Less than 5 Less than 5

min min
5 min to 10 5 min to 10
min min
10 min or 10 min or
more more
INTERPRETATION:
As compare to both the analysis 5 mins to 10 mins for ICICI and Less than 5
mins for HDFC for spending time in the queue.
Q6 How long does it take to process your transaction at the ATM center?
ICICI (9/20) HDFC (6/20)
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Less than 5min 6 4

5min to 10min 2 2
10min or more 1 0
ICICI HDFC
Sales
Sales
Less than 5 Less than

min 5min
5 min to 10 5min to 10min
min
3rd Qtr 10min or
more
INTERPRTATION:
As compare to both the analysis it takes Less than 5 minutes to process the
transaction at ATM centers.
Q7 Did you complaint for the fraud and any action taken by Bank Authority?
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ICICI (9/20) HDFC (6/20)

Yes 1 0
No 1 0
Sales
Yes
No
INTERPRETATION:
As compare to both the analysis in ICICI from my survey 1 out of 9 has complaint
for the fraud and any action taken by bank authority. And in HDFC there no
complaint.
Q8 How much you are satisfied with your ATM service?
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ICICI (9/20) HDFC (6/20)

Highly Satisfied 2 1
Very Satisfied 2 1
Satisfied 3 3
Less Satisfied 1 1
Not Satisfied 1 0
ICICI HDFC
Sales Sales
Highly
satisfied
Highly
satisfied Very
Very satisfied
satisfied Satisfied
Satisfied
Less Less
satisfied satisfied
Not Not
satisfied satisfied
INTERPRETATION:
As compare to both the analysis mostly people feel satisfied .
Q9 How much secured do you feel to use ATM card?
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ICICI (9/20) HDFC (6/20)

Highly Secured 2 1
Very Secured 3 1
Secured 4 3
Less Secured 1 1
Not Secured 0 0
ICICI HDFC
Sales Sales
Highly
Hihly secured secured
Very secured
Very secured
Secured
Secured
Less secured
Less secured
Not Secured
Not secured
INTERPRETATION:
As compare to both the analysis that most people feel secured not some
people feel very secured.
Q10 Do they run out of cash frequently?
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ICICI (9/20) HDFC (6/20)

Always 4 1
Sometimes 4 3
Never 1 2
ICICI HDFC
Sales Sales
Always Always
Sometimes Sometimes
Never Never
INTERPRETATION:
As compare to both analysis I came to know that Always cash run out
frequently.
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CHAPTER –V CONCLUSION AND

FINDING
6.1 FINDINGS AND CONCLUSION
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This project was a great experience for me and I really learnt a lot of things from
this project. This project gave me the knowledge and information about AT machines,
banks offering ATM services and also about the people and their attitudes and perceptions
towards ATMs.
I have found ,
• People want that they should not be made to wait in queues in front of ATM centers.
• People want that the bank should go ahead and bring all its functions and activities on
the ATM machine. The bank should provide services like depositing cash and balance
transfer and that too at a cheap rate.
• The ATM machines sometimes take a lot of time to process a transaction and therefore
the customers have to wait for a long time in front of the machine and which is
“irritating” according to some respondents and if possible the banks should improve
the software they use and reduce the required by the customers.
• PNB SBI ATM centers do not provide additional services like cash deposit, cheques
deposit, bill payment etc. at all its centers, which many people want but they don’t get
it and leads to their dissatisfaction and where ever it is available it is charged.
• I have also found in this survey that many of the respondents felt that they were feeling
secured using the PNB and SBI ATM card services and this had led to increased
satisfaction level of these respondents which is a good sign.
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• I also conclude from this survey that the almost 70% people are satisfied with the
number and location of the PNB and SBI ATM centers. But they still insisted that the
number should be increased to give enhanced service and satisfaction to its customers.
• People were happy to say that the PNB ad SBI ATM center provide the currency in the
denomination they want and this was as good as dealing with the cashier of the bank
where you can tell which denomination you need.
• Another good finding from this survey was that the ATM centers of PNB and SBI
rarely run out of cash even though it is one of the largest used ATM center. About
49%of the respondent said that it never run out of cash.
• The service quality dimensions 'ATM service quality’ measures the 'quick
cash withdrawal through ATM’, ATM location, safe and secure ATM
transaction, ATM machine, Attractive appearance of ATM, excellent quality of
currency.
• The satisfaction level of customers regarding the service quality dimensions 'ATM
service quality’ is same in both the Public Sector Banks and Private Sector Banks. The
mean values in case of public and private sector banks for ‘ATM service quality’ do not
make any difference.
• This indicates that there is no significant variation in the perception of customers for the
Quality dimension 'ATM Service Quality’ between Public Sector Banks and Private
Sector Banks in Retail Banking.
• It is found that the customers have no difference in the satisfaction towards the 'quick
cash withdrawal through ATM, ATM location, safe and secure ATM transaction, ATM
machine, Attractive appearance of ATM, excellent quality of currency between Public
Sector Banks and Private Sector Banks in Retail Banking.
BIBLIOGRAPHY
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www.icicibank.com
http:/hdfcbank.com
https://www.google.co.in/search?q=icici +bank+international+atm-cum-debit+card
https://www.google.co.in/search?q=hdfc
www.icici.co.in/user.html
wwwhdfcbank.in/credit_about.html
en.wikipedia.org/wiki/HDFC
en.wikipedia.org/wiki/Automated_teller_machine
www.onlinesbi.com/atm_cum_debitcard.html
ANNEXURE
QUESTIONNAIRE
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1. NAME: 3. GENDER:[MALE/FEMALE]
2. AGE: 4. OCCUPATION:
Q1. Do you have account in?
a)ICICI b) HDFC
c) both d) others
Q2. Do you have ATM Service with your account?
a)Yes b) No
Q3. What is the purpose for using ATM? (tick one or more)
 Cash withdrawal
 Balance enquiry
 Balance Transfer
 Other
Q4. How frequently do you use ATM card in a week?
 a)Less than 3 times

 b) 3-5 times
 c)5-8 times
 d)More than 8 times
Q5. How much time do you spend waiting in queue at ATM?
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 Less than 5 mins

 5mins to 10 mins
 10 mins or more
Q6. How long does it take to process your transaction at the ATM centre?
 Less than 5 mins

 5 mins to 10 mins
 10 mins or more
Q7. Did you complaint for the fraud and any action taken by Bank Authority?
 Yes
 No
Q8. How much you are satisfied with your ATM service?
 Highly satisfied
 Very satisfied
 Satisfied
 Less Satisfied
 Not Satisfied
Q9. How much secured do you feel to use ATM card?
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 Highly Satisfied
 Very secured
 Secured
 Less secured
 Not Secured
Q10. Do they run out of cash frequently?
 Always
 Sometimes
 Never
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Thank you
[Type text] Page 74

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ATM- COMPARITIVE STUDY BETWEEN HDFC BANK AND ICICI

LALA LAJPAT RAI COLLEGE OF COMMERCE AND

ACADEMIC YEAR 2018-2019

ATM- COMPARITIVE STUDY BETWEEN HDFC BANK AND ICICI

LALA LAJPAT RAI COLLEGE OF COMMERCE AND

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External Examiner Project Guide

Principal Internal Examiner

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3.9 IMPORTANT Dos AND 52

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CHAPTER 1: INTRODUCTION AND RESEARCH

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1.1 GENERAL INTRODUCTION

As the development continues with accelerated momentum he felt a strong need of

• Issue of promissory notes.

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1.2 OBJECTIVE OF THE STUDY

• Whether the customer is satisfied with ATM facility?

• If yes to what extent, if not what are the shortcomings?

• What are the shortcomings, which need attention?

• To draw comparison between the Satisfaction of customers from ATM services of

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1.3 SCOPE OF THE STUDY

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1.4 RESEARCH METHODOLOGY OF THE STUDY

• The information given by the customer is unbiased.

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1.4.1 FORMATION OF PROBLEM

The statement problem is:

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1.4.2 COLLECTION OF DATA

The project is based on pure findings of facts

The research data is of two types:

• Primary research was done by means of questionnaires targeted to respondents who

• Secondary data as collected from websites, periodical journals, magazines, books.

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1.4.3 RESEARCH DESIGN

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1.4.4 SAMLING PLAN

Sample of 20 will be taken from South Mumbai City

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1.4.5 RESEARCH LIMITATION

• Consequently, some of my findings are necessarily based on (speculative) reasoning about

• The study faces limitation in respect of time.

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CHAPTER 2: REVIEW OF LITERATURE

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2.1 ATM Industry Status in India

Issues and Challenges

• Power Cuts and Deficit

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Market Segmentation by Services

• ATM Supply Management

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ATM Managed Services Company

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CHAPTER 3: COMPARITIVE STUDY BETWEEN ICICI BANK