Icici Bank KAMBOJ
-
Upload
guman-singh -
Category
Documents
-
view
237 -
download
0
Transcript of Icici Bank KAMBOJ
-
7/29/2019 Icici Bank KAMBOJ
1/67
AA
TRAINING PROJECT REPORTTRAINING PROJECT REPORT
onon
BUYING BEHAVIOUR OFBUYING BEHAVIOUR OF
CUSTOMER IN FESTIVALCUSTOMER IN FESTIVAL
SESEASONSESEASON
Summer Training Project ReportSubmitted Towards the Partial Fulfillment of
BACHELOR OF BUSINESS ADMINISTRATION
(Affiliated to CCS UNIVERSITY MEERUT)
Academic Session
2007-2010
Guidance By:
MS. ARCHNA SUKHIJA
Faculty BBA
Submitted By:
SACHIN KUMAR
Roll No.9421642
FORTE INSTITUTE OF TECHNOLOGY
MEERUT
-
7/29/2019 Icici Bank KAMBOJ
2/67
DECLARATION
I MAYANK KAMBOJ a student of BBA VI Sem declare that the training project report
titled ANAYSIS OF SERVICES OF ICICI BANK is my original work and the same
has not been submitted for the award of any other diploma or degree.
Place: Meerut MAYANK KAMBOJ
Date:
-
7/29/2019 Icici Bank KAMBOJ
3/67
-
7/29/2019 Icici Bank KAMBOJ
4/67
LIST OF CONTENTS
CHAPTER 1
OBJECTIVE AND SCOPE OF THE STUDY
CHAPTER 2
LITERATURE REVIEW/ INDUSTRY OVERVIEW
CHAPTER 3
RESEARCH METHODOLOGY
CHAPTER 4
USE AND IMPORTANCE OF THE STUDY
CHAPTER 5
DATA INTERPRETATION&ANALYSIS
CHAPTER 6
FINDINGS
CHAPTER 7
LIMITATIONS
CHAPTER 8
CONCLUSION
CHAPTER 9
RECOMMENDATION
APPENDIX:
BIBLIOGRAPHY
-
7/29/2019 Icici Bank KAMBOJ
5/67
SAMPLE QUESTIONAIRE
CHAPTER 1
OBJECTIVE AND SCOPE OF THE
STUDY
-
7/29/2019 Icici Bank KAMBOJ
6/67
CHAPTER 1
OBJECTIVE AND SCOPE OF THE STUDY
Objectives Of ICICI
Promote good and fair banking practices by setting minimum standards in dealing
with you
Increase transparency so that you can have a better understanding of what you can
reasonably expect of the services;
Encourage market forces, through competition, to achieve higher operating
standards;
Promote a fair and cordial relationship between you and your bank;
Foster confidence in the banking system
Introduction
PUBLIC SECTOR BANKS
Among the Public Sector Banks in India, United Bank of India is one of the 14 major
banks, which were nationalized on July 19, 1969. Its predecessor, in the Public Sector
Banks, the United Bank of India Ltd., was formed in 1950 with the amalgamation of four
banks viz. Comilla Banking Corporation Ltd. (1914), Bengal Central Bank Ltd. (1918),
Comilla Union Bank Ltd. (1922) and Hooghly Bank Ltd. (1932).
-
7/29/2019 Icici Bank KAMBOJ
7/67
Oriental Bank of Commerce (OBC), Government of India Undertaking offers Domestic,
NRI and Commercial banking services. OBC is implementing a GRAMEEN PROJECT
in Dehradun District (UP) and Hanumangarh District (Raiasthan) disbursing small loans.
This Public Sector Bank India has implemented 14 point action plan for strengthening of
credit delivery to women and has designated 5 branches as specialized branches for
women entrepreneurs.
The following are the list of Public Sector Banks in India
Allahabad Bank
Andhra Bank
Bank of Baroda
Bank of India
Bank of Maharastra
Canara Bank
Central Bank of India
Corporation Bank
Dena Bank
Indian Bank
Indian Overseas Bank
Oriental Bank of Commerce
Punjab & Sind Bank
Punjab National Bank
http://finance.indiamart.com/investment_in_india/allahabad_bank.htmlhttp://finance.indiamart.com/investment_in_india/andhra_bank.htmlhttp://finance.indiamart.com/investment_in_india/bank_of_baroda.htmlhttp://finance.indiamart.com/investment_in_india/bank_of_india.htmlhttp://finance.indiamart.com/investment_in_india/bank_of_maharastra.htmlhttp://finance.indiamart.com/investment_in_india/canara_bank.htmlhttp://finance.indiamart.com/investment_in_india/central_bank_india.htmlhttp://finance.indiamart.com/investment_in_india/corporation_bank.htmlhttp://finance.indiamart.com/investment_in_india/dena_bank.htmlhttp://finance.indiamart.com/investment_in_india/indian_bank.htmlhttp://finance.indiamart.com/investment_in_india/indian_overseas_bank.htmlhttp://finance.indiamart.com/investment_in_india/oriental_bank_commerce.htmlhttp://finance.indiamart.com/investment_in_india/punjab_sind_bank.htmlhttp://finance.indiamart.com/investment_in_india/punjab_national_bank.htmlhttp://finance.indiamart.com/investment_in_india/allahabad_bank.htmlhttp://finance.indiamart.com/investment_in_india/andhra_bank.htmlhttp://finance.indiamart.com/investment_in_india/bank_of_baroda.htmlhttp://finance.indiamart.com/investment_in_india/bank_of_india.htmlhttp://finance.indiamart.com/investment_in_india/bank_of_maharastra.htmlhttp://finance.indiamart.com/investment_in_india/canara_bank.htmlhttp://finance.indiamart.com/investment_in_india/central_bank_india.htmlhttp://finance.indiamart.com/investment_in_india/corporation_bank.htmlhttp://finance.indiamart.com/investment_in_india/dena_bank.htmlhttp://finance.indiamart.com/investment_in_india/indian_bank.htmlhttp://finance.indiamart.com/investment_in_india/indian_overseas_bank.htmlhttp://finance.indiamart.com/investment_in_india/oriental_bank_commerce.htmlhttp://finance.indiamart.com/investment_in_india/punjab_sind_bank.htmlhttp://finance.indiamart.com/investment_in_india/punjab_national_bank.html -
7/29/2019 Icici Bank KAMBOJ
8/67
Syndicate Bank
UCO Bank
Union Bank of India
United Bank of India
Vijaya Bank
List of State Bank of India and its subsidiary, a Public Sector Banks
State Bank of India
o State Bank of Bikaner & Jaipur
o State Bank of Hyderabad
o State Bank of Indore
o State Bank of Mysore
o State Bank of Saurastra
o State Bank of Travancore
http://finance.indiamart.com/investment_in_india/syndicate_bank.htmlhttp://finance.indiamart.com/investment_in_india/uco_bank.htmlhttp://finance.indiamart.com/investment_in_india/union_bank_india.htmlhttp://finance.indiamart.com/investment_in_india/united_bank_of_india.htmlhttp://finance.indiamart.com/investment_in_india/vijaya_bank.htmlhttp://finance.indiamart.com/investment_in_india/state_bank_india.htmlhttp://finance.indiamart.com/investment_in_india/state_bank_bikaner_and_jaipur.htmlhttp://finance.indiamart.com/investment_in_india/state_bank_of_hyderabad.htmlhttp://finance.indiamart.com/investment_in_india/state_bank_of_indore.htmlhttp://finance.indiamart.com/investment_in_india/state_bank_of_mysore.htmlhttp://finance.indiamart.com/investment_in_india/state_bank_of_saurastra.htmlhttp://finance.indiamart.com/investment_in_india/state_bank_of_travancore.htmlhttp://finance.indiamart.com/investment_in_india/syndicate_bank.htmlhttp://finance.indiamart.com/investment_in_india/uco_bank.htmlhttp://finance.indiamart.com/investment_in_india/union_bank_india.htmlhttp://finance.indiamart.com/investment_in_india/united_bank_of_india.htmlhttp://finance.indiamart.com/investment_in_india/vijaya_bank.htmlhttp://finance.indiamart.com/investment_in_india/state_bank_india.htmlhttp://finance.indiamart.com/investment_in_india/state_bank_bikaner_and_jaipur.htmlhttp://finance.indiamart.com/investment_in_india/state_bank_of_hyderabad.htmlhttp://finance.indiamart.com/investment_in_india/state_bank_of_indore.htmlhttp://finance.indiamart.com/investment_in_india/state_bank_of_mysore.htmlhttp://finance.indiamart.com/investment_in_india/state_bank_of_saurastra.htmlhttp://finance.indiamart.com/investment_in_india/state_bank_of_travancore.html -
7/29/2019 Icici Bank KAMBOJ
9/67
PRIVATE SECTOR BANKS
Private banking in India was practiced since the beginning of banking system in India.
The first private bank in India to be set up in Private Sector Banks in India was IndusInd
Bank. It is one of the fastest growing Bank Private Sector Banks in India. IDBI ranks the
tenth largest development bank in the world as Private Banks in India and has promoted a
world class institutions in India.
The first Private Bank in India to receive an in principle approval from the Reserve Bank
of India was Housing Development Finance Corporation Limited, to set up a bank in the
private sector banks in India as part of the RBI's liberalization of the Indian Banking
Industry. It was incorporated in August 1994 as HDFC Bank Limited with registered
office in Mumbai and commenced operations as Scheduled Commercial Bank in January
1995.
ING Vysya, yet another Private Bank of India was incorporated in the year 1930.
Bangalore has a pride of place for having the first branch inception in the year 1934.
With successive years of patronage and constantly setting new standards in banking, ING
Vysya Bank has many credits to its account.
List of Private Banks in India
Bank of Punjab
Bank of Rajasthan
Catholic Syrian Bank
Centurion Bank
City Union Bank
Dhanalakshmi Bank
http://finance.indiamart.com/investment_in_india/bank_of_punjab.htmlhttp://finance.indiamart.com/investment_in_india/bank_of_rajasthan.htmlhttp://finance.indiamart.com/investment_in_india/catholic_syrian_bank.htmlhttp://finance.indiamart.com/investment_in_india/centurion_bank.htmlhttp://finance.indiamart.com/investment_in_india/city_union_bank.htmlhttp://finance.indiamart.com/investment_in_india/dhanalakshmi_bank.htmlhttp://finance.indiamart.com/investment_in_india/bank_of_punjab.htmlhttp://finance.indiamart.com/investment_in_india/bank_of_rajasthan.htmlhttp://finance.indiamart.com/investment_in_india/catholic_syrian_bank.htmlhttp://finance.indiamart.com/investment_in_india/centurion_bank.htmlhttp://finance.indiamart.com/investment_in_india/city_union_bank.htmlhttp://finance.indiamart.com/investment_in_india/dhanalakshmi_bank.html -
7/29/2019 Icici Bank KAMBOJ
10/67
Development Credit Bank
Federal Bank
HDFC Bank
ICICI Bank
IDBI Bank
IndusInd Bank
ING Vysya Bank
Jammu & Kashmir Bank
Karnataka Bank
Karur Vysya Bank
Laxmi Vilas Bank
South Indian Bank
United Western Bank
UTI Bank
http://finance.indiamart.com/investment_in_india/development_credit_bank.htmlhttp://finance.indiamart.com/investment_in_india/federal_bank.htmlhttp://finance.indiamart.com/investment_in_india/hdfc_bank.htmlhttp://finance.indiamart.com/investment_in_india/icici_bank.htmlhttp://finance.indiamart.com/investment_in_india/idbi.htmlhttp://finance.indiamart.com/investment_in_india/indusind_bank.htmlhttp://finance.indiamart.com/investment_in_india/ing_vysya_bank.htmlhttp://finance.indiamart.com/investment_in_india/jammu_and_kashmir_bank.htmlhttp://finance.indiamart.com/investment_in_india/karnataka_bank.htmlhttp://finance.indiamart.com/investment_in_india/karur_vysya_bank.htmlhttp://finance.indiamart.com/investment_in_india/laxmi_vilas_bank.htmlhttp://finance.indiamart.com/investment_in_india/south_indian_bank.htmlhttp://finance.indiamart.com/investment_in_india/united_western_bank.htmlhttp://finance.indiamart.com/investment_in_india/uti_bank.htmlhttp://finance.indiamart.com/investment_in_india/development_credit_bank.htmlhttp://finance.indiamart.com/investment_in_india/federal_bank.htmlhttp://finance.indiamart.com/investment_in_india/hdfc_bank.htmlhttp://finance.indiamart.com/investment_in_india/icici_bank.htmlhttp://finance.indiamart.com/investment_in_india/idbi.htmlhttp://finance.indiamart.com/investment_in_india/indusind_bank.htmlhttp://finance.indiamart.com/investment_in_india/ing_vysya_bank.htmlhttp://finance.indiamart.com/investment_in_india/jammu_and_kashmir_bank.htmlhttp://finance.indiamart.com/investment_in_india/karnataka_bank.htmlhttp://finance.indiamart.com/investment_in_india/karur_vysya_bank.htmlhttp://finance.indiamart.com/investment_in_india/laxmi_vilas_bank.htmlhttp://finance.indiamart.com/investment_in_india/south_indian_bank.htmlhttp://finance.indiamart.com/investment_in_india/united_western_bank.htmlhttp://finance.indiamart.com/investment_in_india/uti_bank.html -
7/29/2019 Icici Bank KAMBOJ
11/67
CHAPTER 2
LITERATURE REVIEW/
INDUSTRY OVERVIEW
-
7/29/2019 Icici Bank KAMBOJ
12/67
CHAPTER 2
LITERATURE REVIEW/ INDUSTRY OVERVIEW
OVERVIEW
ICICI Bank (formerly Industrial Credit and Investment Corporation of India).
ICICI Limited, was established in 1955 by the World Bank, the Government of India and
the Indian Industry, for the promotion of industrial development in India by giving
project and corporate finance to the industries in India.
ICICI Bank has grown from a development bank to a financial conglomerate and has
become one of the largest public financial institutions in India. ICICI Bank has financed
all the major sectors of the economy, covering 6,848 companies and 16,851 projects. As
of March 31, 2000, ICICI had disbursed a total of Rs.1,13,070 crores, since inception.
ICICI Bank Fact Files
Total assets: Rs.146,214 crore (December 31, 2004)
Network: 530 branches
ATMs: Over 1,880
Abroad Subsidiaries: United Kingdom and Canada
Abroad branches: Singapore and Bahrain
Representative offices: United States, China, United Arab Emirates, and Bangladesh And
South Africa.
ICICI Bank is India's second-largest bank with total assets of about Rs. 2,513.89 bn (US$
56.3 bn) at March 31, 2006 and profit after tax of Rs. 25.40 bn (US$ 569 mn) for the year
ended March 31, 2006 (Rs. 20.05 bn (US$ 449 mn) for the year ended March 31, 2005).
ICICI Bank has a network of about 614 branches and extension counters and over 2,200
ATMs. ICICI Bank offers a wide range of banking products and financial services to
-
7/29/2019 Icici Bank KAMBOJ
13/67
corporate and retail customers through a variety of delivery channels and through its
specialized subsidiaries and affiliates in the areas of investment banking, life and non-life
insurance, venture capital and asset management. ICICI Bank set up its international
banking group in fiscal 2002 to cater to the cross border needs of clients and leverage on
its domestic banking strengths to offer products internationally.
ICICI Bank currently has subsidiaries in the United Kingdom, Russia and Canada,
branches in Singapore, Bahrain, Hong Kong, Sri Lanka and Dubai International Finance
Center and representative offices in the United States, United Arab Emirates, China,
South Africa and Bangladesh. Our UK subsidiary has established a branch in Belgium.
ICICI Bank is the most valuable bank in India in terms of market capitalization.
ICICI Bank's equity shares are listed in India on the Bombay Stock Exchange and the
National Stock Exchange of India Limited and its American Depositary Receipts (ADRs)
are listed on the New York Stock Exchange (NYSE).
ICICI Bank has formulated a Code of Business Conduct and Ethics for its Directors and
employees.
At June 5, 2006, ICICI Bank, with free float market capitalization* of about Rs. 480.00
billion (US$ 10.8 billion) ranked third amongst all the companies listed on the Indian
stock exchanges.
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
-
7/29/2019 Icici Bank KAMBOJ
14/67
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 service 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.
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.
*Free float holding excludes all promoter holdings, strategic investments and Cross
holdings among public sector entities.
-
7/29/2019 Icici Bank KAMBOJ
15/67
ICICI GROUP
ICICI VENTURE
ICICI Venture is the largest and one of the most successful private equity and Venture
capital management companies in India with aggregate funds under Management in
excess of USD 2 billion. ICICI Venture is a subsidiary of ICICI Bank, Indias second-
largest bank with total assets of about US$ 56.3 bn (March 31, 2006) and market
capitalization of about USD 10.8 bn (June 2006).
Over the years, ICICI Venture has built an enviable portfolio of companies in the sectors
of information technology, pharmaceuticals, biotechnology, media and retail thereby
delivering value consistently to its investors.
ICICI Venture has the distinction of managing a large number of exits in the Country.
With over 100 liquidity events, the organization has reaped rich Experience and is well
positioned to handle IPOs, strategic sale and/or mergers.
-
7/29/2019 Icici Bank KAMBOJ
16/67
ICICI Venture has a wide network of third party investors, which include Domestic
investors such as public sector banks, financial institutions andInsurance companies.A
significant portion of the funds corpus is also from International development financial
institutions and international funds.
The company has over 40 qualified professionals with experience across sectors and
functions. The capabilities of the team, structure of the organization, Emphasis on value
creation and performance evaluation matrices enable ICICI Venture to extract superior
returns from its investments.
ICICI SECURITIES Indias Leading Investment Bank
ICICI Securities Limited is Indias leading full service investment bank with a Dominant
position in all segments of its operations - Corporate Finance, Fixed Income and Equities.
It is a subsidiary of ICICI Bank, the largest private sector bank in India and operates out
of Mumbai with offices in New Delhi, Chennai, Kolkata, New York, London and
Singapore. Under the able leadership of Mr.S Mukherji, Managing Director and CEO,
ICICI Securities continues to grow as reflected in its performance over the past couple of
years.
The Corporate Finance team has consistently been among the top players in M&As and
fund raising from domestic and international capital markets. The Equities team is a
major Indian brokerage house and its research covers over 90% of Sensex market
capitalization. The bond research of the Fixed Income team is a benchmark for the
industry.
The eminent position of ICICI Securities is reflected in the number of awards that our
teams in the Fixed Income, M&A and Equity Capital Markets win. Our Fixed Income
team for the last two years (CY04 and CY05) has been adjudged as the Best Bond
House in India by both Asia money and Finance Asia. The Equities team was adjudged
as the Best Indian Brokerage House-2003 by Asia money. The Corporate Finance team
-
7/29/2019 Icici Bank KAMBOJ
17/67
tops the M&A/Capital markets league tables regularly. Our wholly owned subsidiary,
ICICI Brokerage Services Limited (IBSL), buys and sells equities for our institutional
clients. ICICI Securities has a U.S. subsidiary, ICICI Securities Inc., which is a member
of the National Association of Securities Dealers, Inc. (NASD). As a result of this
membership, ICICI Securities Inc. can engage in permitted activities in the U.S. securities
markets.
These activities include dealing in securities markets transactions in the United States and
providing research and investment advice to US investors.
ICICI Securities Inc. is also registered with the Financial Services Authority, UK (FSA)
and the Monetary Authority of Singapore (MAS) to carry out Corporate Advisory
Services
PRUDENTIAL ICICI
Prudential ICICI Asset Management Company enjoys the strong parentage of Prudential
plc, one of UK's largest players in the insurance & fund management sectors and ICICI
Bank, a well-known and trusted name in financial services in India. Prudential ICICI
Asset Management Company, in a span of just over eight years, has forged a position of
pre-eminence in the Indian Mutual Fund industry as one of the largest asset management
companies in the country with assets under management of Rs. 23559.60 crores (as of
March 31, 2006). The Company manages a comprehensive range of schemes to meet the
varying investment needs of its investors spread across 68 cities in the country.
PRUDENTIAL LIFE INSURANCE
India's Number One private life insurer, ICICI Prudential Life Insurance Company is a
joint venture between ICICI Bank-one of India's foremost financial services companies-
and Prudential plc- a leading international financial services group headquartered in the
-
7/29/2019 Icici Bank KAMBOJ
18/67
United Kingdom. Total capital infusion stands at Rs. 15.85 billion, with ICICI Bank
holding a stake of 74% and Prudential plc holding 26%.
We began our operations in December 2000 after receiving approval from Insurance
Regulatory Development Authority (IRDA). Today, our nation-wide team comprises
nearly 120,000 insurance advisors, 18 banc assurance partners and 200 corporate agent
tie-ups.
ICICI Prudential was the first life insurer in India to receive a National Insurer Financial
Strength rating of AAA (Ind) from Fitch ratings. For three years in a row, ICICI
Prudential has been voted as India's Most Trusted Private Life Insurer, by The Economic
Times - AC Nielsen ORG Marg survey of 'Most Trusted Brands'. As we grow our
distribution, product range and customer base, we continue to tirelessly uphold our
commitment to deliver world-class financial solutions to customers all over India.
ICICI LOMBARD
ICICI Lombard General Insurance Company Limited is a 74:26 joint venture between
ICICI Bank Limited and the US-based $ 26 billion Fairfax Financial Holdings Limited.
ICICI Bank is India's second largest bank, while Fairfax Financial Holdings is a
diversified financial corporate engaged in general insurance, reinsurance, insurance
claims management and investment management. Lombard Canada Ltd, a group
company of Fairfax Financial Holdings Limited, is one of Canada's oldest property and
casualty insurers. ICICI Lombard General Insurance Company received regulatory
approvals to commence general insurance business in August 2001.
-
7/29/2019 Icici Bank KAMBOJ
19/67
COMPARISON OF ICICI WITH SBI
ICICI bankis the largest private sector bank in India and the second largest commercial
bank in India. It has branches all over India and even in smaller towns in South India
after the takeover of Bank of Madurai . The bank also has foreign subsidiaries like ICICI
bank, Canada in Canada, Britain and Russia ,representative offices in USA, China, UAE,
Bangladesh, South Africa and branches in Bahrain, Singapore .
It offers a platform for online share trading through ICICI Direct and insurance
services - ICICI Prudential. NRI services include money transfer through
Money2India, which offer better foreign exchange rates for lower amounts
compared to other services.
Like most private sector banks, all ICICI bank branches in India are networked.
You can access your account from any ICICI bank branch in India. Anyone can
also deposit cash/local cheque in your account at any branch of ICICI bank.
Also they have very convenient bank timings and are open for 12 hours from
8.00 a.m to 8 p.m from Monday to Saturday. When you deposit a cheque at their
branch, they will readily give you a stamped acknowledgement for deposit. You
can only deposit cash in your own account at the ATM, for depositing cash into a
third party account, you have to visit the branch. You have to select the deposit
cash option, you will get an envelope for depositing cash, which you can then fill
in the details and deposit it back. At locations where ICICI bank does not have a
branch, the queue at the ATMs are very long. Just after office hours , between 6
pm - 7.30 pm , customers sometimes have to wait for 15-20 minutes on some
days, to access the ATM.
Since ICICI bank was established after 1991 it offers online banking where you can
check the balance in your account any time. The interface for savings accounts is much
better and user friendly compared to that for their roaming current account
http://www.icicibank.com/http://www.icicibank.ca/http://www.icicibank.ca/http://www.icicibank.com/http://www.icicibank.ca/http://www.icicibank.ca/ -
7/29/2019 Icici Bank KAMBOJ
20/67
However, unlike other banks like HDFC bank, their online bank statement does not
indicate the branch at which the amount is deposited. The information is available in the
email statement sent to you the next day. You have to contact phone banking , enter CRN
and TPIN, during working hours to get this information. Very often, the system is slow,
so you have to hold on for 10 minutes.
For savings account, up to 3 cash deposits per quarter (3 months) at the non base branch
can be made at no cost. For additional cash deposits, the bank charges the recipient Rs
100 (+ service tax) per deposit, irrespective of the amount deposited. When the bank
implemented this change, the ICICI bank customers were not informed about the revision
in the charges. For outstation cheques, ICICI bank charges a minimum of Rs 30 (+
service tax) for savings accounts . This is very inconvenient for account holders in small
towns, who receive the dividend warrant payable in major cities only. These warrants can
be for small amounts like Rs 20. For salary accounts, the minimum AQB required is zero
and you retain the account even after you leave the job. If your AQB is more than Rs
100000, you get a free at par chequebook. For an AQB of more than Rs 500000 (fixed
deposit + savings account balance), you are eligible for private banking services. For non
maintenance of average quarterly balance, not only do they deduct Rs 750 from your
balance, they also deduct an additional service tax.
Many of the ICICI bank customers are salary account holders, who are forced by their
employers to open an account with ICICI bank to receive their salary. The account is
opened at a branch which is convenient for the employer, but extremely inconvenient for
the employee. If want any clarification or information, their customer support (through
phone banking or email) will instruct you visit the nearest branch - where the concerned
person may or may not be available. For savings account customers if you send an email
asking for clarifications, it is usually answered after a week.
They have discontinued the auto sweep-in facility (earlier called Quantum Optima),
where the amounts in savings account was automatically converted into a fixed deposit, if
-
7/29/2019 Icici Bank KAMBOJ
21/67
it exceeded Rs 15000. With the decline in interest rates for loans, providing this facility is
no longer profitable for the bank. You now have to give an application at the branch if
you wish to continue with this facility now. The form for making the application was sent
along with the monthly bank statement. You can alternately open a recurring deposit,
where a fixed amount is added to your fixed deposit every month.
Making a new Fixed Deposit with ICICI bank for current accounts is extremely time
consuming, especially when compared to HDFC bank. They will insist that you withdraw
cash from your account for making the FD. Since withdrawals of amounts more than Rs
25000 are subject to cash withdrawal tax, for larger amounts , you will have to split the
fixed deposit and visit the branch on 2 different days. ICICI bank is probably the only
bank in India where they will not accept a ICICI bank cheque for making a fixed deposit.
We had given a cheque with the fixed deposit form , but the bank officer insisted that we
pay cash. She said she would fill the form for us, but she did not select the options which
were initially indicated, causing further problems for us.
(SBI) is the largest public sector bank in India
SBI has branches and ATMs all over India , details of which are available at their
website. State Bank of Hyderabad, State Bank of Patiala, State Bank of Saurashtra,
State Bank of Bikaner and Jaipur ,State Bank of Indore, State Bank of Mysore and State
Bank of Travancore are the seven subsidary banks of SBI. As of March 2006, SBI
holding in these banks varies from 74% to 100% , but is likely to decrease in future. SBI
has one of the largest network of ATMs in the Asia Pacific region. Many branches of
State Bank of India are computerised. In places where the Reserve Bank of India, (RBI)
the central bank of India does have an office, SBI carries out many of its functions. SBI
timings vary according to location, for example the Powai, Mumbai branch of State Bank
of India is open between 10.15 am to 2pm (Monday-Friday
-
7/29/2019 Icici Bank KAMBOJ
22/67
You can open a public provident fund (PPF) account at any State Bank of India branch.
PPF accounts are one of the few savings instruments which offer a high tax free interest
rate of 8% per year. All deposits made on or before 5th of a month earn interest for the
entire month. If you deposit a cheque in your PPF account on the 5th of the month, you
will get interest for the month, though your account may be debited at a later date. The
interest is credited to the account at the end of the accounting year in India.
If you know an agent who is registered with that particular branch of State Bank , he will
pay you back, a part of the commission he receives from the bank. So you can get back
0.5% - 0.6% of the amount deposited immediately by cash. Usually larger the amount,
the higher the commission paid back by the agent (it is negotiable) . The pay-in slip for
PPF has 3 sections - depositors copy, agents copy and bank copy. The agents copy has to
be given to the agent and he will give part of the commission. Earlier financial services
firm like Bluechip in Mumbai, would also give a commission of 0.25% , but they have
stopped in the last 2 years.
The minimum amount that can be invested in one year is Rs 500 and maximum amount is
Rs 70000. This investment has a lock in period of 15 years. No withdrawals are allow till
6 years after account opening and one withdrawal is allowed per year there after. It
offers rebate under section 80C and the interest is tax free under section 10C.
For cash withdrawals, you can either use a withdrawal slip or cheque. If an account is
inactive for a long time, State Bank of India does not charge any fee for reactivation.
However, they have a verification process, which may take a long time. Payment of
income tax , advance tax , sales tax can be done at SBI branches. Foreign currency drafts
can also be obtained at the branches. Since SBI offers a variety of banking services,
their branches are usually very crowded.
State Bank of India has increase home loan interest rates by 25-75 basis points. Also no
fixed rate loans will be available for periods more than 10 years. These changes have
come into effect from March 1, 2006.
-
7/29/2019 Icici Bank KAMBOJ
23/67
SBI Railway Visa Card allows booking of railway tickets online at the Indian Railways
website at zero transaction charges. Users of this credit card can get back up to 10% of
ticket fare as railway points. These points can be redeemed later, like frequent flyer miles
offered by airlines. State Bank of India is the largest issuer of debit cards (Maestro) in
India
State Bank customers who have to wait a long time to process a bank transaction can
register their complaint through a touch screen device for customer feedback service at
the branch. The information is recorded and processed in the central server. As of March
2006, it is implemented in 10 branches of SBI in Mumbai.WhenSBI employees go on
strike, the Reserve Bank of India takes over all clearing operations. However, banking
operations are affected since SBI has nearly 30% of the total customers of banks in India.
Cheques/DD drawn on SBI were not cleared due to the strike. All government taxes like
income tax, sales tax, service tax can be paid at any branch of SBI.
State Bank of India has 52 foreign offices in 34 countries including Australia, UK, USA,
Canada, Bahrain, Nigeria, Bangladesh, Nepal, Bhutan Sri Lanka. These are useful for
foreign trade transactions like opening of Letter of Credit
http://www.irctc.co.in/http://www.irctc.co.in/http://ww1.mid-day.com/news/city/2006/april/134500.htmhttp://ww1.mid-day.com/news/city/2006/april/134500.htmhttp://ww1.mid-day.com/news/city/2006/april/134500.htmhttp://www.money-transfer.in/reservebankofindia.htmlhttp://www.irctc.co.in/http://www.irctc.co.in/http://ww1.mid-day.com/news/city/2006/april/134500.htmhttp://ww1.mid-day.com/news/city/2006/april/134500.htmhttp://www.money-transfer.in/reservebankofindia.html -
7/29/2019 Icici Bank KAMBOJ
24/67
SERVICES OF ICICI BANK
The marketing mix framework was particularly useful in the early days of themarketing
conceptwhen physical products represented a larger portion of the economy. Today, with
marketing more integrated into organizations and with a wider variety of products and
markets, some authors have attempted to extend its usefulness by proposing a fifth P,
such as packaging, people, process, etc. Today however, the marketing mix most
commonly remains based on the 4 P's. Despite its limitations and perhaps because of its
simplicity, the use of this framework remains strong and many marketing textbooks have
been organized around it.
PRODUCT
ICICI Bank offers wide variety of Deposit Products to suit your requirements. Coupled
with convenience of networked branches/ ATMs and facility of E-channels like Internet
and Mobile Banking, ICICI Bank brings banking at your doorstep. Select any of our
deposit products and provide your details online and our representative will contact you
for Account Opening.
SAVING ACCOUNTS
ICICI Bank offers you a power packed Savings Account with a host of
convenient features and banking channels to transact through. So now
you can bank at your convenience, without the stress of waiting in
queues
http://www.netmba.com/marketing/concept/http://www.netmba.com/marketing/concept/http://www.netmba.com/marketing/concept/http://www.netmba.com/marketing/concept/http://www.netmba.com/marketing/concept/ -
7/29/2019 Icici Bank KAMBOJ
25/67
SENIOR CITIZEN SERVICES
We understand that as you reach the age to retire, you do have certain
concerns whether your hard earned money is safe and secure
whether your investments give you the kind of returns that you need.
That's why we have an ideal Banking Service for those who are 60
years and above. The Senior Citizen Services from ICICI Bank has several advantages
that are tailored to bring more convenience and enjoyment in your life.
YOUNG STARS
It's really important to help children learn the value of finances andmoney management at an early age. Banking is a serious business, but
we make banking a pleasure and at the same time children learn how
to manage their personal finances.
FIXED DEPOSITS
Safety, Flexibility, Liquidity and Returns!!!! A combination ofunbeatable features of the Fixed Deposit from ICICI Bank
RECURRING DEPOSITS
When expenses are high, you may not have adequate funds to make big
investments. But simply going ahead without saving for the future is not
an option for you. Through ICICI Bank Recurring Deposit you can invest
small amounts of money every month that ends up with a large saving on maturity. So
you enjoy twin advantages- affordability and higher earnings
-
7/29/2019 Icici Bank KAMBOJ
26/67
HOME LOAN
The No. 1 Home Loans Provider in the country, ICICI Bank Home
Loans offers some unbeatable benefits to its customers - Doorstep
Service, Simplified Documentation and Guidance throughout the
Process. It's really easy!
PERSONAL LOANS
If you're looking for a personal loan that's easy to get, your search ends
here. ICICI Bank Personal Loans are easy to get and absolutely hassle
free. With minimum documentation you can now secure a loan for an
amount up to Rs. 15 lakhs
CAR LOAN
The NO 1 financier for car loans in the country. Network of more than1500 channel partners in over 780 locations. Tie-ups with all leading
automobile manufacturers to ensure the best deals. Flexible schemes &
quick processing. Hassle-free application process on the click of a
mouse.
COMMERCIAL VEHICLE LOANS
Range of services on existing loans & extended products like funding of
new vehicles, refinance on used vehicles, balance transfer on high cost
loans, top up on existing loans, Extend product, working capital loans &
other banking products.
-
7/29/2019 Icici Bank KAMBOJ
27/67
TWO WHEELER LOANS
Avail attractive schemes at competitive interest rates from the No 1Financier for Two Wheeler Loans in the country. Finance facility up to
90% of the On Road Cost of the vehicle, repayable in convenient
repayment options and comfortable tenors from 6 months to 36 months. Ride home on
your Dream Two Wheeler with our hassle free finance.
FARM EQUIPMENT LOANS
Preferred financier for almost all leading tractor manufacturers in thecountry. Flexible repayment options in tandem with the farmer's seasonal
liquidity. Monthly, Quarterly and Half-yearly repayment patterns to
choose from. Comfortable repayment tenures from 1 year to 9 year
CREDIT CARDS
ICICI Bank Credit Cards give you the facility of cash, convenience and a
range of benefits, anywhere in the world. These benefits range from life
time free cards, Insurance benefits, global emergency assistance service,
discounts, utility payments, travel discounts and much more.
-
7/29/2019 Icici Bank KAMBOJ
28/67
DEBIT CARDS
The ICICI Bank Debit Card is a revolutionary form of cash that allows
customers to access their bank account around the clock, around the
world. The ICICI Bank Debit Card can be used for shopping at more
than 100,000 merchants in India and 13 million merchants worldwide.
TRAVEL CARD
Presenting ICICI Bank Travel Card. The Hassle Free way to Travel the
world. Traveling with US Dollar, Euro, Pound Sterling or Swiss Francs;
Looking for security and convenience; take ICICI Bank Travel Card.
Issued in duplicate. Offers the Pin based security. Has the convenience of usage of Credit
or Debit card.
PRE PAID CARDS
ICICI Bank brings to you a complete bouquet of pre-paid cards
providing payment solutions at your fingertips. ICICI Bank pre-paid
cards are a safe & convenient way for associate payments,
disbursements, gifting & small ticket transactions. Pre-paid cards are available on a VISA
platform thus providing accessibility to over one lakh merchant establishments & cash
withdrawal from all VISA ATMs in India.
-
7/29/2019 Icici Bank KAMBOJ
29/67
INVESTMENTS
At ICICI Bank, we care about all
your needs. Along with Deposit
products and Loan offerings, ICICI Bank assists you to manage your finances by
providing various investment options ranging from ICICI Bank Tax Saving Bonds to
Equity Investments through Initial Public Offers and Investment in Pure Gold. ICICI
Bank facilitates following investment products:
ICICI Bank Tax Saving Bonds
Government of India Bonds
Investment in Mutual Funds
Initial Public Offers by Corporate
Investment in "Pure Gold"
Foreign Exchange Services
Senior Citizens Savings Scheme, 2004
You can invest in above products through any of our branches. For select products ICICI
Bank also provides the ease of investing through electronic channels like ATMs and
Internet (ICICIdirect.com)
-
7/29/2019 Icici Bank KAMBOJ
30/67
PRIVATE BANKING
The chosen few know that the secret to
success in life is living it. To the fullest
on your terms. Then life's luxuries
follow naturally at home, at work, at play. Not as an exception, but as the rule. At ICICI
Bank, we believe, it should be the same when it comes to banking. A world where
talented people, synchronized processes and innovative products come together to create
seamless global banking solutions. Solutions that go beyond wealth management.
Solutions that are uniquely tailored to your specific needs.
-
7/29/2019 Icici Bank KAMBOJ
31/67
ICICI Bank ropes in Shah Rukh Khan
ICICI Bank has once again decided to resort to the celebrity
endorsement route to promote its brand. Almost two-and-a-
half years since superstar Amitabh Bachchan endorsed the
brand, the company has signed up Shah Rukh Khan as its
global ambassador. In a press release issued by the bank, Mr K.V. Kamath, Managing
Director and CEO, ICICI Bank, said, "We are proud to have Shah Rukh Khan as our
global brand ambassador. Having established our leadership in the retail business over
the last five years, the bank is now poised to scale new heights in the global arena." Ms
Lalita D. Gupte, Joint Managing Director, ICICI Bank, said, "ICICI Bank is happy to be
associated with Shah Rukh Khan whose increasing global popularity brings synergy to
our growing global presence". ICICI Bank has a presence in 12 countries including the
UK, Canada, the US and West Asia.
ICICI Bank plans new-age ATMs for rural markets
ICICI Bank proposes to modify the technology behind ATMs that
determines how the money-dispensing machine works. A project
taken up in association with IIT, Chennai is looking at ways of
dealing with a host of critical issues that may seem pretty run-of-
the-mill in an urban neighborhood but insurmountable in a typical Indian village. Dr
Nachiket Mor, Deputy MD of ICICI Bank, is working towards introducing futuristic
machines as part of its plan to reach out to more customer segments, especially those in
non-metros.
-
7/29/2019 Icici Bank KAMBOJ
32/67
CHAPTER 3
RESEARCH METHODOLOGY
-
7/29/2019 Icici Bank KAMBOJ
33/67
CHAPTER 3
RESEARCH METHODOLOGY
Data Collection Techniques
This project consists of two parts.
The first part is a study of the banking industry, ICICI Bank using secondary data
sources. This secondary information has been sourced from the internet and from
business related magazines and newspapers.
The second part of the study has been done using an exploratory research process and a
structured questionnaire was developed for this purpose. For the collection ofprimary
data this was the only method used. The reason I used this method is because a need was
felt for the free influx of information about the products. Also this method allowed the
use of skills gained in class.
Sample Design
The population considered for the purpose of the survey was people residing in Delhi and
the National Capital Region (NCR).
Sampling Technique Used
Since the information required was not of a very technical nature and also looking at the
scope of the project and the extent of the target segment, the sampling technique
employed was Convenience Sampling. I administered the questionnaires.
-
7/29/2019 Icici Bank KAMBOJ
34/67
Sample Size
I have restricted the sample size to 200 respondents. This was done keeping in mind the
time constraints and the fact that I felt that this number would be enough to serve the
information needs required to show the trends.
Customer Satisfaction
Customer satisfaction is equivalent to making sure that product and service performance
meets customer expectations. It is the perception of the customer that the outcome of a
business transaction is equal to or greater than his/her expectation. Customer satisfaction
occurs when the acquisition of products and /or services provides a minimum negative
departure from expectations when compared with other acquisitions and when the
marginal utility of a transaction is equal to or greater than preceding acquisitions.
Customer satisfaction occurs when the perception of the reward from the purchase of
goods or services by the customer meets or exceeds his/her perceived sacrifice. The
perception is a consequence of matching past purchase and consumption experience with
the current purchase.
Customer Service and Satisfaction
When we talk about customer service and/or satisfaction, we talk about creativity.
Creativity allows us to handle or diffuse problems at hand or later on rather in the process
of conducting the everyday business. We talk about how, or what, does the organization
have to do to gain not only the sale but also the loyalty of the customer. We want to know
the payoff of the transaction both in the short and long term. We want to know what our
customers Want? We want to know if our customers are satisfied? Satisfaction, Of
-
7/29/2019 Icici Bank KAMBOJ
35/67
course, means that what we delivered to a customer met the customers Approval. We
want to know if customers are delighted and willing to come
Back, and so on. Fleiss 2 and Feldman 3 present examples of that delightfulness in their
writings. Fleiss has written about Ben and Jerrys ice cream and Feldman has discussed
excellence in a cab ride. As important as delightfulness is, some of us minimize it, or
even totally disregard it. At this point, we fail. Some of the issues that will guarantee
failure in sales, satisfaction, and loyalty are:
Employees must adhere to a rigid chain of command
Employees are closely supervised
Conflictin whatever formis not allowed
Rewards are based on carrot-and-stick principles
Wrong objectives are measure.
We must understand customer expectation levels concerning quality. We must also
understand the strategy for customer service quality, and next we must understand the
measurement and feedback cycles of Customer satisfaction.
The customer is the person or unit receiving the output of a process on the system. In
fact, it is worth emphasizing that a customer can be the immediate, intermediate, or
ultimate customer. Also, a customer may be a person or persons, or a process or
processes. Customer satisfaction, however, is when the customer is satisfied with a
product/service that meets the customers needs, wants, and expectations.
There are at least three levels of customer expectations about
quality:
-
7/29/2019 Icici Bank KAMBOJ
36/67
Level 1. Expectations are very simple and take the form ofassumptions, must have, or
take it for granted. For example, I expect the airline to be able to take off, fly to my
destination, and land
safely. I expect to get the correct blood for my blood transfusion and I expect the bank to
deposit my money to my account and to keep a correct tally for me.
Level 2.Expectations are a step higher than that of level 1 and they require some form
ofsatisfaction through meeting the requirements and/orspecifications. For example, I
expect to be
treated courteously by all airline personnel. I went to the hospital expecting to have my
hernia repaired, to be in some pain after it was done, to be out on the same day, and to
receive a correct
bill. And I went to the bank expecting the bank teller to be friendly, informative, and
helpful with my transactions.
Level 3.Expectations are much higher than for levels 1 and 2. Level 3 requires some
kind ofdelightfulness or aservice that is so good that it attracts me to it. For example, an
airline gives passengers traveling coach class the same superior food service that other
airlines provide only for first-class passengers. In fact, I once took a flight where the
flight attendants actually baked
cookies for us right there on the plane. When I went to the hospital, I expected staff to
treat me with respect and they carefully explained things to me. But I was surprised when
they called me at home the next day to find out how I was doing. And at my house
closing, the bank officer, representing the bank holding my mortgage, not only treated me
with respect and answered all my questions about my new mortgage, but just before we
shook hands to close the deal, he gave me a housewarming gift.
-
7/29/2019 Icici Bank KAMBOJ
37/67
Customer satisfaction surveys help to:
1. Improve customer, client, or employee loyalty.
2. React quickly to changes in the market.
3. Identify and capitalize on opportunities.
4. Beat the competition.
5. Retain or gain market share.
6. Increase revenue.
7. Reduce costs.
-
7/29/2019 Icici Bank KAMBOJ
38/67
CHAPTER 4
USE AND IMPORTANCE OF
THE STUDY
-
7/29/2019 Icici Bank KAMBOJ
39/67
CHAPTER 4
USE AND IMPORTANCE OF THE STUDY
To Help You To Understand How Our Financial Products And Services
Work By:
a. Giving you information about them in any one or more of the following languages:
Hindi, English or the appropriate local language.
b. Ensuring that our advertising and promotional literature is clear and not misleading
c. Ensuring that you are given clear information about our products and services, the
terms and conditions and the interest rates/service charges, which apply to them.
d. Giving you information on what are the benefits to you, how you can avail of the
benefits, what are their financial implications and whom you can contact for addressing
you queries and how.
To Help You Use Your Account Or Service By:
a. Providing you regular appropriate updates.
b. Keeping you informed about changes in the interest rates, charges or terms and
conditions.
Information
-
7/29/2019 Icici Bank KAMBOJ
40/67
You can get information on interest rates, common fees and charges through any one of
the following:
a. Looking at the notices in our branches ;
b. Phoning our branches or help-lines;
c. Looking on our website;
d. Asking our designated staff/help desk ;or
e. Referring to the service guide/Tariff Schedule.
Before You Become a Customer we will:
give you clear information explaining the key features of the services and
products you tell us you are interested in;
give you information on any type of products and services which we offer and
that may suit your needs;
tell you if we offer products and services in more than one way [for example,
through
ATMs, on the Internet, over the phone, in branches and so on] and tell you how to
find out more about them;
tell you what information we need from you to prove your identity and address,
for us to comply with legal, regulatory and internal policy requirements.
Advertising, Marketing and Sales
-
7/29/2019 Icici Bank KAMBOJ
41/67
We will make sure that all advertising and promotional material is clear, and not
misleading.
In any advertising in any media and promotional literature that draws attention to
banking service or product and includes a reference to an interest rate, we will
also indicate whether other fees and charges will apply and that full details of the
relevant terms and conditions are available on request.
If we avail of the services of third parties for providing support services, we will
require that such third parties handle your personal information (if any available
to such third parties) with the same degree of confidentiality and security as we
would.
We may, from time to time, communicate to you various features of our products
availed by you. Information about our other products or promotional offers in
respect of our products/services, will be conveyed to you only if you have given
your consent to receive such information/ service either by mail or by registering
for the same on our website or on our phone banking/customer service number.
We have prescribed a code of conduct for our Direct Selling Agencies (DSAs)
whose services we may avail to market our products/ services which amongst
other matters requires them to identify themselves when they approach you for
selling our products personally or through phone.
In the event of receipt of any complaint from you that our representative/courier
or DSA has engaged in any improper conduct or acted in violation of this Code,
we shall take appropriate steps to investigate and to handle the complaint and to
make good the loss.
USE AND IMPORTANCE OF THE STUDY
-
7/29/2019 Icici Bank KAMBOJ
42/67
Through this research report the company can get an inevitable knowledge and may use
the parameters because they get a research study on customer investment decision. Like
this they can target the market in two ways:-
1. Customer investment behavior
2. Opportunity in the particular (Meerut) area
On the basis of this, company can get a market in this Meerut area. And potential
customer regarding age basis, sex, income, investment pattern, tenure.
Getting the above knowledge the company can know from where and mostly in which
company the customer made more investment and who is the competitor of the company.
This study is also helpful for me, through this I know about the
1. Knowledge of life insurance
2. Investment behavior of the customer
3. Most critical problem facing during research
4. Customer response
5. Awareness of ING-Vysya
This study is so important on the basis of this we came to about the future of the company
in this research I found In India only 6% of the people are insured. So the future of the
company is bright. INGVYSYA ltd entered in private life insurance industry in
September2001 and in a short span of 4 year has established itself as a life insurance
brand with an innovative attractive and customer friendly product portfolio and a
professional advisor sales force.
It has a dedicated and committed sales force over 11000 people, working from 80
branches located in 70 major cities across the country and 2600 employees. In 2005
INGVysya life earned total income in excess of RS 400 crore and also has a share capital
of Rs 440 crore. The vision is to make ING Vysya detail Life insurance Company the
-
7/29/2019 Icici Bank KAMBOJ
43/67
dominant new insurer in the Life insurance industry. To achieve through commitment to
excellence, focus on service, speed and innovation, and leveraging technological
expertise. The success of this organization will be founded on its strong focus on values
and clarity or purpose these include.
Understanding the needs of customers and offering them supe-
rior products and service.
Leveraging technology to service customers quickly, efficient-
ly and conveniently.
Developing and implementing superior risk management and
investment strategies to offer stable returns to our policyholders.
And above all building transparency in all our dealing.
-
7/29/2019 Icici Bank KAMBOJ
44/67
CHAPTER 5
DATA
INTERPRETATION&ANALYSIS
CHAPTER 5
-
7/29/2019 Icici Bank KAMBOJ
45/67
DATA INTERPRETATION&ANALYSIS
DATA COLLECTION:
AGE GROUP
AGE GROUP
A, 47%
B, 25%
C, 19%
D, 9% A
B
C
D
IMPLICATION: If we closely look at the pie-chart, we can say that the people
between the age group of 25 to 55 are the main customer of the bank, which contributes
almost 75% of the banks customers. But the old age and the young people have been less
attractive on this leading product of ICICI Bank, which is a matter of concern. So more
focus should be given to them as they have the huge potential.
OCCUPATION
SERVICE51%BUSINES
S
32%
STUDENT
7%
OTHERS
10%
SERVICE
BUSINESS
STUDENT
OTHERS
-
7/29/2019 Icici Bank KAMBOJ
46/67
ANNUAL INCOME
LESS
THAN 1
LAKH, 8%
1-2 LAKH,
22%
3-4 LAKH,
37%
MORE
THAN 4LAKHS,
33%
LESS THAN 1
LAKH1-2 LAKH
3-4 LAKH
MORE THAN 4
LAKHS
IMPLICATIONS: This pie chart clearly shows that service holder and the business
people are the main customer of the bank. Reason for this could be as per interviewed
was working hour and anywhere banking which suits them. 8 to 8 banking give them the
freedom to do banking work after the office. Students contribution is less as student
account is not available in Patna and 5000 as minimum balance is not possible for them.
Other section should be increased by creating awareness about the banking products
ANNUAL INCOME
IMPLICATIONS: Higher income or we can say that more than 34 LAKHS earning
people are contributing 70% of the transactions. But it is advisable to penetrate more in
the lower income group not only in terms of accounts but also in other banking products
because they contribute a major part of the society. Target should be on that every section
of the society should open saving account or other account in ICICI Bank.
-
7/29/2019 Icici Bank KAMBOJ
47/67
DO YOU EXPECT FROM A BANK WHILE OPENING AN ACCOUNT
FEATURES / ATTRIBUTES
QUICK
SERVICE ,
44%
PROPER
INFO, 14%
WORKING
HOUR, 28%
LESS
FORMALITIE
S, 8%
VARIETY OF
PRODUCTS,
6% QUICK SERVICE
PROPER INFO
WORKING HOUR
LESS
FORMALITIES
VARIETY OF
PRODUCTS
IMPLICATIONS: When a customer visits a bank the first and foremost thing he
looks, that how quickly he is served, how his problem is entertained by the bank
employee and what is the working hour of the bank. Thats why these three things
contribute the maximum of this pie chart. Less formalities and variety of products
although contributes less but it has a major impact on the customer. So bank should
follow on these things also. Service sector like banking, preference should be given to
make.
-
7/29/2019 Icici Bank KAMBOJ
48/67
WHICH OF THE FOLLOWING ATTRIBUTES COMPELLED YOU MOST TO
OPEN SAVING ACCOUNT IN ICICI BANK
SAVINGS A/C ATTRIBUTES
ATM CUM
DEBIT
CARD, 26%
VALUE
ADDED S.
A/C, 48%
CHEQUE
BOOK, 16%
PHONE /
INTERNET
BANKING,
10%
ATM CUM DEBIT
CARD
VALUE ADDED S.
A/C
CHEQUE BOOK
PHONE /
INTERNET
BANKING
IMPLICATIONS: As we found in our finding that majority of the people like the
saving account, this chart reveals that what are the factor and their contribution making
their product really leading product of ICICI Bank. VALUE ADDED SAVING
ACCOUNT is undoable a unique sub product of ICICI Bank. Since it has the appeal
catch maximum customer as it provides the facility of FIXED deposit in saving account
ATM cum debit card is also a major attributes as it made the banking easy. Personalized
chequebook is also a major attraction in this section. As far as other factors are concern
they are showing less appearance in this chart.
-
7/29/2019 Icici Bank KAMBOJ
49/67
ACCOUNT TYPE
SAVING
54%CURRENT
18%
FIXED
15%
NRI
8%
OTHER
5%
SAVING
CURRENT
FIXED
NRI
OTHER
WHAT TYPE OF ACCOUNT DO YOU HAVE IN
ICICI BANK?
IMPLICATIONS: Saving account is the leading and attractive product for the ICICI
Bank as it has occupied a major chunk in this chart. This number and percentage clearly
shows that this product has all the quality to give the customer best services and ability to
satisfy them. On the second and third position current and fixed deposit has also been
helpful to increase the customer base but still their performance needs to be improved. As
far as NRI and other accounts are concerned they have less appearance. So majority of
the business is moving around few leading products. Reason could be either people are
not aware about the various products of the bank or bank has limited range of products.
So bank must ascertain that where things are going wrong and for that what sort of
necessary step could be taken.
-
7/29/2019 Icici Bank KAMBOJ
50/67
IN COMPARISION TO OTHER BANKS HOW WOULD YOU RATE ICICI
BANK?
COMPARISON
EXCELLEN
T
27%
GOOD
47%
AVERAGE
14%
POOR
5%
CAN'T SAY
7%
EXCELLENT
GOOD
AVERAGE
POOR
CAN'T SAY
IMPLICATIONS: Comparison with other banks depends on its overall performance in
the eyes of the people. In this chart it is clearly showing that 74% of the people are
satisfied with ICICI Bank. In a short span of time of its existence in this city with strong
competition from major public sector bank like SBI and other private players bank has
done well it has occupied a different position in the peoples mind.
WOULD YOU RECOMMEND ICICI BANK TO OTHERS?
RECOMMANDATIO
YES
95%
NO
5%
YES
NO
-
7/29/2019 Icici Bank KAMBOJ
51/67
IMPLICATIONS: As per the chart we show that 5% of the people dont want to
recommend ICICI Bank to others. Bank must find the reason of their dissatisfaction
because in this competitive world we have to achieve this target.
SWOT Analysis
Strengths:
In 2002, ICICI and ICICI Bank merged to create Indias second largest bank.
Strengthened leadership position in all segments of the retail market, leveraging their
strong distribution capabilities backed by credit and analytical skills and technology.
Last year Commenced international banking operations in UK, Canada, and
Singapore in line with regulatory approvals.
The Bank has an established broad-based presence and has been taking steps to
enhance customer satisfaction by upgrading skills, systems and technology to meet
such challenges.
Weakness:
Huge investment required for networking among bank branches: Complete
integration of branch network involves huge investments for creating IT and
communication infrastructure.
As the bank is diversifying into various segments, it might pose problems for smooth
functioning of the banks.
-
7/29/2019 Icici Bank KAMBOJ
52/67
Opportunities:
Data mining: Banks have a huge customer database which has to be properly
leveraged. Target segments should be identified and tapped
Enhance the delivery of financial services to under served segments by crating
differentiated proposition for the small enterprises segment, leveraging technology
capabilities to offer high quality banking services.
Threats:
The entry of new private sector banks as well as a number of foreign banks has
resulted in the loss of market share for public sector banks. The share, which was
around 90 per cent prior to the reform process, has come down to around 80 per
centIntense Competition: the banking sector is intensely competitive. ICICI
Banks return on assets is 0.87 per cent compared to 1.02 per cent for HDFC
Bank.
-
7/29/2019 Icici Bank KAMBOJ
53/67
CHAPTER 6
FINDINGS
-
7/29/2019 Icici Bank KAMBOJ
54/67
CHAPTER 6
FINDINGS
After doing the survey and found so many things. Some findings are given:
Rich people wants quick service and less paper work.
Education is also a major factor which is affected the service of icici bank. The
reason behind it, most of the people dont know the complete use of ATM
cards, debit cards, credit cards etc.
Age factor is also a common factor which is affected the services of icici bank.
for example 50 to 60 means senior citizen does not faith on private banks. They
only use the services of post office and government banks.
Most of the people dont know the concept of e-banking and phone banking.
Most of the people are much influenced by the advertising media
After the survey and found that 50% people open the account in ICICI bank,
30% people of HDFC bank and 20% other banks.
Most of the people wants the total service of e-banking and banking while
opening a account.
-
7/29/2019 Icici Bank KAMBOJ
55/67
Most of the people satisfy the services of icici bank.
Most of the business man wants the facilities of overdraft from the banks.
CHAPTER 7
LIMITATIONS
-
7/29/2019 Icici Bank KAMBOJ
56/67
CHAPTER 7
LIMITATIONS
They provide costly services, according to the survey most of the people said that
without 5000Rs in an account they cant provide ATM cards and cheque books
also, but in SBI, they provide ATM cards in 1000Rs only.
Most of the people dont know the total services of banking and e-banking, they
cant proper use of facilities provided by the icici bank.
Hacking is another problem or limitation. Through the internet most of the
hackers transfer the money into the another account. Means less security in e-
banking.
Lots of competitors are also available in the market. Like-HDFC,UNION BANK,
IDBI etc.
-
7/29/2019 Icici Bank KAMBOJ
57/67
CHAPTER 8
CONCLUSION
-
7/29/2019 Icici Bank KAMBOJ
58/67
CHAPTER 8
CONCLUSION
More than a bank you need a trusted partner- is the core principle on which Private
Banking at ICICI Bank is structured.
Though products have been added and modified in the past but the motto has not
changed which is to grow and develop relationship with top end client age and generate
returns for the bank. Private banking at ICICI Bank has been a great success lately thanks
to their expertise in financial advisory, skilled team of Relationship Managers and being
proactive in approach right from the beginning. The analysis of the research shows that
around two-third of their client age are banking with them from more than two years
which is commendable in terms of client retention. Also for nearly all of their clients
ICICI Private banking is the only solution provider. From a high net worth individual
aspect the private banking is truly a brilliant experience to be recognized and treated as a
priority customer.
Relationship Managers need to be more proactive in approach and concentration
should be on enlarging the customer base of HNI clients and also stress should be given
on client retention techniques.
-
7/29/2019 Icici Bank KAMBOJ
59/67
To sum up ICICI is going great guns with its Private Banking division but this
business model is still at its growing stage of life cycle in India and there is still a lot
more to be achieved by everyone involved with this.
CHAPTER 9
RECOMMENDATION
-
7/29/2019 Icici Bank KAMBOJ
60/67
CHAPTER 9
RECOMMENDATION
Since the customer and his needs remain in focus in banking, it would be appropriate to
have a view of the customers banking needs which include financial security,
convenience, quick service, personalized service, investment counseling, return of
investment, support by way of credit prestige, wide range of service, etc. and to be the
best on these aspects ICICI Bank has and is trying its best, and has been successful too,
but still there is some scope for improvement, which I observed during my training in this
bank.
CUSTOMIZED SERVICE
Nowadays, customers are more service driven than product driven and are not
homogeneous in their behavioral pattern, attitude, needs and expectations. Therefore, a
through understanding of the customer is a pre requisite to offer him satisfaction through
providing services. ICICI Bank should also focus on to have the provision to make some
changes in its core products on the basis of region, purchasing power of the people etc.
because customers want that their special case must be considered, for that branches need
to be empowered. In other word it can be said bank should alter its existing service to
satisfy the customer needs, as and when it is needed in special cases. Bank should begin a
-
7/29/2019 Icici Bank KAMBOJ
61/67
clear understanding of the entire customer base in particular, of those customers are the
most profitable.
SINCERE PRICING OF THE CORE PRODUCT
Pricing is in fact a very critical and sensitive issue while launching any product or
inducing more features in existing product in such a highly competitive market of
banking before the management of any bank. Because, price driven competition is one
of the significant emerging trend in bank marketing. ICICI Bank should also be very
careful while reconsidering the price of any core and leading product by closing
understanding the behavior up to what extent customers are in the position to tolerate it,
since customers price sensitivity is not same across product categories. Price of any
product is kept same across the country but for the some places is always not correct, like
New Delhi where delta increase in the price of any product matters for the customers. As
it has been seen in the case of increase in charges of QAB of savings account that
resulted in many closures of the account. The reaction of this increment in the charges
from the customer was aggressive. So bank must price any product by keeping the view
of region factor too-where people needs, attitude and purchasing power must be closely
understood by the management of the bank. For this, branches also needs to be
empowered to the some extent-where they can make necessary changes in the price of
some selected core products, as they have better understanding of the behavior of their
customers than the policy makers of the bank. There should be effective publicity of new
products of new products and relaunching of existing one too. Monitoring and customer
feedback of all the new and old products should be one regular basis.
CUSTOMER AWARENESS
Bank should provide effective publicity of new product launched and educate the
customer to go in for these products by highlighting the advantages of the products.
Because if banks aim is to provide service matching the best in the banking industry so
-
7/29/2019 Icici Bank KAMBOJ
62/67
that it can get the most effective publicity, especially through word of mouth for this at
the same it is inevitable to educate the customer about banks product and facilities
available on it. As the products and services of the ICICI Bank are almost technology
oriented where most advanced software are used and most of the banking work are
executed on computer through Internet. In such situation where more technicalities is
involved in both products and services there is a need to educate the customers so that
they can easily use and avail all the facilities available on all the product. During my
training, I observed that many customers, not to ask about Internet banking, Phone
Banking even dont know how to use ATM, which is really a area of concern. Customers
do not know the complete rules and regulations and procedures of banks and bankers
preserve them for themselves and do not take interest in educating the customers because
if you are giving a product in the hands of the customers keeping the view to serve them
better, it is equally important to aware not only about the facilities that are available on
any product but also how to use them. Until and unless this thing is practices as a
campaign, it would be difficult to retain existing customers as it is said retaining the
existing customers is less expensive than creating new one. For this bank need to educate
the customer from the grass root of banking.
-
7/29/2019 Icici Bank KAMBOJ
63/67
APPENDIX:
-
7/29/2019 Icici Bank KAMBOJ
64/67
BIBLIOGRAPHY
www.icicibank.com
June & July issue of IBA Bulletin
Brochures ofICICI BANK LTD.
www.iciciuniverse.com
Business Magazines
-
7/29/2019 Icici Bank KAMBOJ
65/67
QUESTIONNAIRE
Dear Sir / Madam, I am conducting a survey on ICICI. I shall be very thankful to you to
give your few minutes to me for answering my few questions below.
Name Address
Sex
Occupation
Q1) which attributes, while opening an account do you expect from a bank?
1) Quick Service
2) Varity of Product
3) Less formalities of Documents
4) Working Hours
-
7/29/2019 Icici Bank KAMBOJ
66/67
5) Proper Information
Q2) which of following banks do you have account?
1) ICICI Bank
2) IDBI Bank
3) HDFC Bank
4) UTI Bank
Q3) which features compelled you most to open an account in ICICI Bank?
1) Quick Services
2) Variety of Products
3) Less Formalities of Document
4) Working Hour
5) Proper Information
Q4) who influenced to open an account in ICICI Bank?
1) Bank Employees
2) Prospectus
3) Advertisement
4) Friend
Q5) what kind of account do you have in ICICI Bank?
-
7/29/2019 Icici Bank KAMBOJ
67/67
1) Saving Account
2) Current Account
3) Fixed Deposit
4) N.R.I. Services
Q6) which of the following attributes compelled you most while opening a Saving
Account?
1) ATM Cum Debit Card
2) Cheque Book Facility
3) The Internet Banking
4) Value Added Saving Account
5) Phone banking
Q7) would you recommend ICICI Bank to other?
1) YES
2) NO