Finding of the Study

8/6/2019 Finding of the Study

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FINDING OF THE STUDY

1. WHICH OF THE FOLLOWING ATTRIBUTES COMPELLED YOU MOST TO

OPEN BANK?

(a) ATM cum DEBIT Cards

(b) Cheque Book

(c) Internet Banking/ Phone Banking

(D) Working Hours

(e) Value Added Services

INTERPRETATION: - 45% respondents prefers ATM CUM DEBIT CARD facility

of the bank where as only few people think that working hours and value

added services are the things that attract them to open a bank. Although 25%

of the respondents are also happy in cheque book facility.

ATMCUM DEBIT

CARD

45%

CHEQUE BOOK

25%

INTERNET

BANKING

20%

ATTRIBUTES COMPELLED TO OPEN BANK



2:-WHICH TYPE OF SERVICE PREFERS THE MOST BY YOU?

(a) ATM SERVICE

(b) INTERNET BANKING

(c) MOBILE BANKING(d) CORE BANKING

(e) Retail Banking

INTERPRETATION: - Here again 45% respondents think that ATM is the best

facility provided by a bank. Although the use of mobile phone have spread too

much with a great speed so mobile banking is also an area where consumer

likings exist.

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

ATMINTERNET

BANKING MOBILE

BANKINGCORE

BANKING RETAIL

BANKING

45%

15%

20%

10%10%

MOST PREFFRERED SERVICE OF THE BANK



3:-IN WHICH OF THE FOLLOWING BANKS DO YOU HAVE ACCOUNT?

(a) ICICI Bank

(b) SBI Bank

(c) HDFC BANK

(D) Axis Bank

(e) Other Please specify__________________

INTERPRETATION: - 35% of the respondents have their accounts in SBI

whereas 30% people have in ICICI bank. This indicates their good services and

nice facilities that attracts people to open their accounts in these two banks

mainly.

0%

5%

10%

15%

20%

25%

0%

5%

ICIC BANK SBI BANK HDFC BANK AXIS ABNK

30%

35%

20%

15%

PREFFERED BANK FOR OPENING OF AN ACCOUNT



4:-WHAT TYPE OF ACCOUNT DO YOU HAVE IN ICICI BANK?

(a) Saving

(b) Current (c) Fixed

(d) NRI

(e) Others Please specify..

INTERPRETATION: - 35% of the respondent believe in opening up of an

current account with the bank. 30% respondents although believe in fixed

income and so believe investing in fixed account.

SAVINGS

30%

CURRENT

35%

FIXED

30%

NRI5%

TYPE OF BANK ACCOUNT



5:-HOW MANY SERVICES OFFERED BY ICICI BANK YOU LIKE?

(a) D-Mat A/C

(b) Mutual Funds

(c) e-Instructions

(d) LI & GI

(e) Digitally Signed Statement

INTERPRETATION: - Mostly people are interested in investing their money in

mutual funs whereas 25% people are also interested in life insurance &

general insurance.

20%

35%

10%

25%

10%

0% 5% 10% 15% 20% 25% 30% 35% 40%

D- MAT A/C

MUTUAL FUNDS

E-INSTRUCTIONS

LI & GI

DIGITAL STATEMENT

SERVICES OFFERED BY REPONDENTS' BANK



6:-HOW WOULD YOU KNOW ABOUT THESE SERVICES?

(a) Advertisements

(b) Friends and Relatives

(c) Direct Selling Agents(d) Others Please specify_______________

INTERPRETATION: - 50% of the respondents get to know about various

schemes and facilities of ICICI Bank from the advertisements and about 35%

get to know from their family and friends.

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

ADVERTISEMENTS FRIENDS&

RELATIVES

DIRECT SELLING

AGENTS

50%

35%

15%

MEDIA FOR INFORMATION



7:-WHAT THE PEOPLE THINK ABOUT THE ICICI BANK?

(a) Necessity for protection security

(b) Imposition of a burden of expenses

(c) A compulsory tool for SAVING(d) Others Please specify________________

INTERPRETATION: - Study indicates that people basically want to be

protected and so they invest in icici bank. Although 25% also interest in

impositioning the burden of expenses & so they invest in ICICI bank.

PROTECTION

55%IMPOSITION OF

BURDEN OF EXPENSE

25%

SAVINGS

20%

THINKING OF PEOPLE ABOUT ICICI BANK



8.WHAT A RESPONDENT SEE IN PURCHASE OF A NEW PLAN FROM ICICI

BANK?

(a) Standing and goodwill of the company

(b) Product range of the company(c) Advertisement being released by the company

(d) Services being given by the company

INTERPRETATION: - Goodwill of the bank is the most important factor whypeople used tyo purchase a plan from the bank. Other than this, they also get

attracted by different ads of better service provider given by them on

different.

GOODWILL

30%

ADVERTISEMENT

30%

SERVICES

15%

PURCHASE OF A LOAN FROM THE BANK



10:-Do you know what type of value added services provide by ICICI

BANKS?

(a)-Young star

(b)-Senior citizen

(c)-Pre paid card

(d)-Recurring deposits

(e)-Any other (please specify)

INTERPRETATION: - PREPAID is the best & highest known value added by

ICICI bank and secondly recurring deposits is the another facility of the bank

0% 10% 20% 30% 40%

YOUNGSTAR

SENIOR CITIZEN

PREPAID

RECURRING DEPOSITS

15%

25%

35%

25%

VALUE ADDED SERVICES BY ICICI BANK



11:-How would you rate product offered ICICI Bank than other?

HIGH 1 2 3 4 5 LOW

INTERPRETATION: - Mostly people seems to be satisfied with the product

offerings by the ICICI bank as highest ranked the bank as 2nd.

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

1 2 3 4

35%

45%

15%

5%

RATING OF PRODUCTS OF ICICI BANK



12:-How would you rate product service / product vs. cost by ICICI Bank?

HIGH 1- 2 -3 -4 -5 LOW

INTERPRETATION: - Products are costly in ICICI bank as compare to the

service provided by them. This is actually a negative point for ICICI bank but

although 25% of the respondents believe that they are affordable.

0%

5%

10%

15%

20%

25%

30%

35%

40%

VERY COSTLY COSTLY AFFORDABLE NEGLIGIBLE

40%

35%

15%

10%

PRODUCT VS COST BY ICICI



13:-How would you divide 100 points on the basis of service provide by

ICICI Bank?

(a)-Less formality

(b)-Flexibility

(c)-Less documentation

(d)-Any others( please specify)

INTERPRETATION: - Ideally all aspects have been equally ranked but still

documentation in ICICI is comparatively more than other formalities in the

bank.

FLEXIBILITY

35%

LESS

DOCUMENTATION

30%

LESS FORMALITY

35%

DISTRIBUTION OF 100



14:-How would you rate services offered by ICICI Bank

HIGH 1- 2 -3 -4 -5 LOW

INTERPRETATION: - People are seems to be happy with the services beingoffered by the bank as they rank it1st. 2nd rank also being provided but most

of the respondents. But the overall situation is in favor and controlled.

1 ST RANK

35

2 ND RANK

45%

3RD RANK

15%

RANKING OF SERVICES



MAJOR FINDINGS

ICICI BANK IS CAPABLE TO PUT AT THE 2ND PLACE AMONGST THE

VARIOUS OTER BANKS AVAILABLE TO US.

THE PEOPLE ARE HIGHLY SATISFIED WITH THE VARIOUS SERVICES

PROVIDED BY ICICI BANK.

PEOPLE ARE ALSO SATISFIED WITH THE NUMBER OF VARIETY

PRODUCTS OFFERED BY ICICI BANK AS WELL AS FEEL THEM LESS COSTLY

TOO.

ICICI HAS SECURED A GOOD PLACE AMONGST THE PEOPLE AND HAVE

SECURED A GOOD MARKET IMAGE AMONGST OTHERS.

REGARDING HOME FINANCE:

HIDDEN COST IS INVOLVED IN HOME LOAN SCHEMES WHICHIRRITATES PEOPLE.

LENDING RATE IS ALTHOUGH LESS BUT STILL PEOPLE FINDS IT

DIFFICULT TO AFFORD.

PERIOD OF SANCTIONING LOAN IS COMPARITIVELY LESS WHICH

ATTRACTS PEOPLE BECAUSE TIME IS MONEY.

FORMALITIES & REGULATIONS TO GET LOAN FROM ICICI HOMEFINANCE IS ALSO LESS THAT MOTIVATES PEOPLE TO GET LOANS.



SUGGESTIONS

Although ICICI has secured a good market image, large consumer base, highly

skilled staff etc but it has to improve in some areas such as;

Should provide a proper time to the trainees that approach to them for

training.

Should try to give more focus on the areas that provide practical

knowledge as I was trained by giving more concerned on issues of the

home finance and theoretical product knowledge of the bank but they

dont introduced how all activities related with finance took place in the

bank.

As far as research based suggestions are concerned in mu opinion the bank

should improve in :

More focusing on retail lending will in my opinion help ICICI to improve

in future.

Should try to reduce landing rate so as to keep their customers with

them.

Should reduce hidden cost involved in availing of loan facility.



CONCLUSION

ICICI has been able to use technology to provide value-added service to its

customers during the last few years. For ICICI, technology is an integral part of

their business. However, their overall progress could have been smoother but

for certain internal and extraneous factors and also a pressure on spread due

to a competitive market.

Questionnaire and interview based study proves that customers of ICICI bank

are highly satisfied with them & so the bank is on its growing path. As far as

home loan ideas are concerned, home financing facility of the bank are superb

and staffed as a separate office near the main branch of the bank so that more

focus can be given to the other banking system requiring people.



BIBLIOGRAPHY

TRAINING MATERIAL:

y NOTES PREPARED

y BROCHERS

y PROVIDED MATERIAL AND KNOWLEDGE

INTERNET:

y www.google.com

y www.yahoo.com

y www.icicibank.com



CONSUMER SATISFACTION IN |ICICI BANK}(INCLUDING HOME LOAN SERVICE BY THE BANK)

A

QUESTIONNAIRE

RESPODANT PROFILE

PERSONAL DETAILS:-

RESPONDENT NAME:

GENDER ......

OCCUPATION:

JOURNALIST STUDENT

PROFESIONAL ANY OTHER (PLEASE SPECIFY)

AGE GROUP:

<18 25-35

25-35 >35

INCOME STATUS;

< 15000 Rs. 15000-25000 Rs.25000-35000 Rs. > 35000 Rs.



1. WHICH OF THE FOLLOWING ATTRIBUTES COMPELLED YOU MOST TO

OPEN BANK?

(a) ATM cum DEBIT Cards

(b) Cheque Book (c) Internet Banking/ Phone Banking

(D) Working Hours

(e) Value Added Services

2:-Which TYPE OF SERVICE PREFERS THE MOST by you?

(a) ATM SERVICE

(b) INTERNET BANKING

(c) MOBILE BANKING

(d) CORE BANKING

(e) Retail Banking

3:-Which of following banks do you have account?

(a) ICICI Bank (b) SBI Bank

(c) HDFC BANK

(D) Axis Bank

(e) Other Please specify__________________

4:-What type of account do you have in bank?

(c) Saving

(d) Current

(c) Fixed

(d) NRI

(e) Others Pls specify________________________________________



5:-How many services offered by your banks?

(a) D-Mat A/C

(b) Mutual Funds

(c) e-Instructions

(d) LI & GI

(e) Digitally Signed Statement

6:-How would you know about these services?

(a) Advertisements

(b) Friends and Relatives

(c) Direct Selling Agents

(d) Others Pls specify_______________

7:-What the people think about the Banks?

(a) Necessity for protection security

(b) Imposition of a burden of expenses

(c) A compulsory tool for SAVING(d) Others Pls specify________________

8.What a respondent see in purchase of new plan from Banks?

(a) Standing and goodwill of the company

(b) Product range of the company

(c) Advertisement being released by the company

(d) Services being given by the company

9:-Is ICICI Bank Provide better facilities than SBI & HDFC Bank?

(a) Yes

(b) No

(c)Can`t Say



10:-Do you know what type of value added services provide by ICICI

BANKS?

(a)-Young star

(b)-Senior citizen

(c)-Pre paid card

(d)-Recurring deposits

(e)-Any other (please specify)

11:-How would you rate product offered ICICI Bank than other?

HIGH 1 2 3

4 5 LOW

12:-How would you rate product service / product vs. cost by ICICI Bank?

HIGH 1- 2 -3 -4 -5 LOW

13:-How would you divide 100 points on the basis of service provide by

ICICI Bank?

(a)-Less formality

(b)-Flexibility

(c)-Less documentation

(d)-Any others( please specify)

14:-

How would you rate services offered by ICICI Bank

HIGH 1- 2 -3 -4 -5 LOW

Finding of the Study

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