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N.M.D.COLLEGE GONDIA 1

A PROJECT REPORTON

CUSTOMER SATISFACTION TOWARDS ICICI BANK WITHSPECIAL REFERENCE TO GONDIA BRANCH

Submitted in parti al ful fi llment of the requirement

of the award of the Degree of

Master of Commerce (M.Com) R.T.M. Nagpur Un iversity, Nagpur

Submitted By

KOMAL K.DODWANI(M .Com. Final year)

Under Guidance of

PROF. R.C. MOHTURE

DEPARTMENT OF COMMERCE

NATVARLAL MANIKLAL DALAL COLLEGE, GONDIA

2013-2014


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CERTIFICATE

This is to certify that Miss. KOMAL K. DODWANI a bonafide

student of M.Com Final Year in the Department of Commerce, N.M.D. College,

Gondia for the session2013-2014. She has completed h project work entitled-

"CUSTOMER SATISFACTION TOWARDS ICICI BANK WITH

SPECIAL REFERENCE TO GONDIA BRANCH" Under the guidance of

Prof. R.C. Mohtureon the subject approved by the department. This project is

submitted to RTM Nagpur University in the partial fulfillment of requirement for

the degree of Master of Commerce.

Prof. R.C. Mohture Prof. Yogesh Nasre

(Coordinator) (Principal/Director)

N.M .D. College, Gondia N.M .D. College, Gondia


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DECLARATION

I hereby declare that this project work, entitled "CUSTOMER

SATISFACTIONTOWARDSICICI BANK WITH SPECIAL REFERENCE

TO GONDIA BRANCH "is the result of my own work under the guidance Prof.

R.C. Mohture and that the same has not been previously submitted by me to

R.T.M. University .

This information submitted is genuine and practical to the best of my

knowledge.

KOMAL K.DODWANI

(M.Com. Final Year)

Department of Commerce

N.M.D. COLLEGE, GONDIA


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ACKNOWLEDGEMENT

My project is designed to sensitize the students to the nuances of academic

research and application of concepts in the real work by assigning time-bound

projects as a part of the curriculum. It enables students to experience theory in

practice and they are put through the rigors of research work.

I am highly indebted to my research project guide, Prof. R.C. Mohture

who has provided me with the necessary information and also for the support

extended out to me in the completion of this report and his valuable suggestion

and comments on bringing out this report in the best way possible.

The faculties at the institute have constantly been a guiding force. I would

like to convey my special thanks to Principal, Prof. Y. M. Nasre and Head of

Department Prof. R.R. Khandelwal.

Last but not the least; I would like to thank the supporting staff for always

bearing with us during the making of our research report. I am also thankful to

all the respondents whose cooperation and support has helped me a lot in

collecting necessary information. I would also like to thank all mighty God for

his blessings showered on me during the completion of project report.

KOMAL K.DODWANI

(M .Com. Final Year)

Department of Commerce

N.M.D.COLLEGE, GONDIA


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INDEX

CHAPTER

NO.CONTENTS PAGE NO.

1 Introduction 6

2 Company Profi le 14

3 Objectives of the study 34

4 Hypothesis of the study 36

5 Research Methodology 38

6 Data Analysis & I nterpretation 41

7 Hypothesis Testing 58

8 Conclusion 60

9 Suggestion 62

10 Limitation 64

11 Bibliography 66

12 Appendix68


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Chapter 1INTRODUCTION


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INTRODUCTION

DEFINITION OF BANK

Banking Means "Accepting Deposits for the purpose of lending or

Investment of deposits of money from the public, repayable on demand or

otherwise and withdraw by cheque, draft or otherwise."

-Banking Companies (Regulation) Act,1949

ORIGIN OF THE WORD BANK

The origin of the word bank is shrouded in mystery. According to one

view point the Italian business house carrying on crude from of banking were

called banchibancheri" According to another viewpoint banking is derived from

German word "Branck" which mean heap or mound. In England, the issue of

paper money by the government was referred to as a raising a bank.

ORIGIN OF BANKING

Its origin in the simplest form can be traced to the origin of authentic

history. After recognizing the benefit of money as a medium of exchange, the

importance of banking was developed as it provides the safer place to store the

money. This safe place ultimately evolved in to financial institutions that accepts

deposits and make loans i.e., modern commercial banks.

BANKING SYSTEM IN INDIA

Without a sound and effective banking system in India it cannot have a

healthy economy. The banking system of India should not only be hassle free but

it should be able to meet new challenges posed by the technology and any otherexternal and internal factors.


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For the past three decades India's banking system has several

outstanding achievements to its credit. The most striking is its extensive reach. It

is no longer confined to only metropolitans or cosmopolitans in India. In fact,

Indian banking system has reached even to the remote corners of the country.

This is one of the main reasons of India's growth process.

INDIAN BANKING INDUSTRY

The Indian banking market is growing at an astonishing rate, with Assets

expected to reach US$1 trillion by 2010. An expanding economy, middleclass,

and technological innovations are all contributing to this growth.

The countrys middle class accounts for over 320 million People. In

correlation with the growth of the economy, rising income levels, increased

standard of living, and affordability of banking products are promising factors

for continued expansion.

The Indian banking Industry is in the middle of an IT revolution, focusingon the expansion of retail and rural banking. Players are becoming increasingly

customer -centric in their approach, which has resulted in innovative methods of

offering new banking products and services. Banks are now realizing the

importance of being a big player and are beginning to focus their attention on

mergers and acquisitions to take advantage of economies of scale and/or comply

with Basel II regulation. "Indian banking industry assets are expected to reach

US$1 trillion by 2010 and are poised to receive a greater infusion of foreign

capital, says PrathimaRajan, analyst in Cement's banking group and author of

the report. The banking industry should focus on having a small number of

large players that can compete globally rather than having a large number of

fragmented players.


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BANKS IN INDIA

In India the banks are being segregated in different groups. Each group

has their own benefits and limitations in operating in India. Each has their own

dedicated target market. Few of them only work in rural sector while others in

both rural as well as urban. Many even are only catering in cities. Some are of

Indian origin and some are foreign players.All these details and many more is

discussed over here. The banks and its relation with the customers, their mode of

operation, the names of banks under different groups and other such useful

informations are talked about. One more section has been taken note of is the

upcoming foreign

banks in India. The RBI has shown certain interest to involve more of

foreign banks than the existing one recently. This step has paved a way for few

more foreign banks to start business in India.

Major Banks in I ndia

ABN-AMRO Bank Abu Dhabi Commercial Bank American Express Bank Andhra Bank Allahabad Bank Bank of Baroda Bank of India Bank of Maharashtra Bank of Punjab Bank of Rajasthan Bank of Ceylon BNP Paribas Bank Canara Bank Catholic Syrian Bank Central Bank of India Centurion Bank

Indian Overseas Bank IndusInd Bank ING Vysya Bank Jammu & Kashmir Bank JPMorgan Chase Bank Karnataka Bank KarurVysya Bank Laxmi Vilas Bank Oriental Bank of Commerce Punjab National Bank Punjab & Sind Bank Scotia Bank South Indian Bank Standard Chartered Bank State Bank of India (SBI) State Bank of Bikaner &

Jaipur


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China Trust Commercial Bank Citi Bank City Union Bank Corporation Bank

State Bank of Hyderabad State Bank of Indore State Bank of Mysore State Bank of Saurastra

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. Camilla Banking Corporation Ltd. (1914),

Bengal Central Bank Ltd. (1918), Camilla Union Bank Ltd. (1922) and Hooghly

Bank Ltd.(1932).

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

(Rajasthan) 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 l ist of Publi c Sector Banks in I ndia

Allahabad Bank Andhra Bank Bank of Baroda Bank of India Bank of Maharashtra Canara Bank

Central Bank of India Corporation Bank


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L ist of State Bank of I ndia and i ts subsidiary, a Public Sector Banks

State Bank of Indiao State Bank of Bikaner & Jaipuro State Bank of Hyderabado State Bank of Indoreo State Bank of Mysoreo State Bank of Saurastrao State Bank of Travancore

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 India was IDBI

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 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.


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INTRODUCTION OF CUSTOMER SATISFACTION

Customer satisfaction is a term frequently used in marketing. It is a

measure of how products and services supplied by a company meet or surpass

customer expectation. Customer satisfaction is defined as "the number of

customers, or percentage of total customers, whose reported experience with a

firm, its products, or its services (ratings) exceeds specified satisfaction

goals."[1] In a survey of nearly 200 senior marketing managers, 71 percent

responded that they found a customer satisfaction metric very useful in managing

and monitoring their businesses.

It is seen as a key performance indicator within business and is often part

of a Balanced Scorecard. In a competitive market place where businesses

compete for customers, customer satisfaction is seen as a key differentiator and

increasingly has become a key element of business strategy.

"Within organizations, customer satisfaction ratings can have powerful effects.

They focus employees on the importance of fulfilling customers expectations.

Furthermore, when these ratings dip, they warn of problems that can affect sales

and profitability.. These metrics quantify an important dynamic. When a brand

has loyal customers, it gains positive word-of-mouth marketing, which is both

free and highly effective."

Therefore, it is essential for businesses to effectively manage customer

satisfaction. To be able do this, firms need reliable and representative measures

of satisfaction. "In researching satisfaction, firms generally ask customers

whether their product or service has met or exceeded expectations. Thus,

expectations are a key factor behind satisfaction. When customers have high

expectations and the reality falls short, they will be disappointed and will likely

rate their experience as less than satisfying. For this reason, a luxury resort, for

example, might receive a lower satisfaction rating than a budget moteleven

though its facilities and service would be deemed superior in 'absolute' terms."


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The importance of customer satisfaction diminishes when a firm has

increased bargaining power. For example, cell phone plan providers, such as

AT&T and Verizon, participate in an industry that is an oligopoly, where only a

few suppliers of a certain product or service exist. As such, many cell phone plan

contracts have a lot of fine print with provisions that they would never get away

if there were, say, a hundred cell phone plan providers, because customer

satisfaction would be far too low, and customers would easily have the option of

leaving for a better contract offer.


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Chapter 2

COMPANY PROFILE


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COMPANY PROFILE

Type Private, BSE & NSE, NYSE

Founded1955 (as Industrial credit and Investment

corporation of India)

Headquarters

ICICI Bank Ltd.,

ICICI Bank Towers,

BandraKurla

Mumbai, India

Key peopleN Vaghul, K.V. Kamath, ChandaKochhar, V

Vaidyanathan, MadhabiPuri

Industry

Banking

Insurance

Capital Markets and allied industries

ProductsLoans, Credit Cards, Savings, Investment

vehicles, Insurance etc.

Revenue USD 5.79 billion

Total assetsRs. 3,997.95 bi ll ion (US$ 100 bill ion)at March

31, 2008.


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INTRODUCTION OF ICICI BANK

I CICI Bank(formerly I ndustr ial 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 is India's

largest private sector bank with

total assets of Rs. 5,367.95 billion

(US$ 99 billion) at March 31, 2013

and profit after tax Rs. 83.25 billion

(US$ 1,533 million) for the year

ended March 31, 2013. The Bank

has a network of 3,620 branches

and 11,292 ATMs in India, and has a presence in 19 countries, including India.

ICICI Bank offers a wide range of banking products and financial services to

corporate and retail customers through a variety of delivery channels and

through its specialised subsidiaries in the areas of investment banking, life and

non-life insurance, venture capital and asset management.

The Bank currently has subsidiaries in the United Kingdom, Russia and

Canada, branches in United States, Singapore, Bahrain, Hong Kong, Sri Lanka,

Qatar and Dubai International Finance Centre and representative offices in

United Arab Emirates, China, South Africa, Bangladesh, Thailand, Malaysia and

Indonesia. Our UK subsidiary has established branches in Belgium and

Germany.

ICICI Bank's equity shares are listed in India on 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).


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History of ICICI Bank

ICICI Bank was originally promoted in 1994 by ICICI Limited, an Indian

financial institution, and was its wholly-owned subsidiary. ICICI's shareholding

in ICICI Bank was reduced to 46% through a public offering of shares in India in

fiscal 1998, an equity offering in the form of ADRs listed on the NYSE in fiscal

2000, ICICI Bank's acquisition of Bank of Madura Limited in an all-stock

amalgamation in fiscal 2001, and secondary market sales by ICICI to

institutional investors in fiscal 2001 and fiscal 2002. ICICI was formed in 1955

at the initiative of the World Bank, the Government of India and representatives

of Indian industry. The principal objective was to create a development financial

institution for providing medium-term and long-term project financing to Indian

businesses.

In the 1990s, ICICI transformed its business from a development financial

institution offering only project finance to a diversified financial services group

offering a wide variety of products and services, both directly and through a

number of subsidiaries and affiliates like ICICI Bank. In 1999, ICICI become the

first Indian company and the first bank or financial institution from non-Japan

Asia to be listed on the NYSE.

After consideration of various corporate structuring alternatives in the

context of the emerging competitive scenario in the Indian banking industry, and

the move towards universal banking, the managements of ICICI and ICICI Bank

formed the view that the merger of ICICI with ICICI Bank would be the optimal

strategic alternative for both entities, and would create the optimal legal

structure for the ICICI group's universal banking strategy. The merger would

enhance value for ICICI shareholders through the merged entity's access to low-

cost deposits, greater opportunities for earning fee-based income and the ability

to participate in the payments system and provide transaction-banking services.

The merger would enhance value for ICICI Bank shareholders through a large


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capital base and scale of operations, seamless access to ICICI's strong corporate

relationships built up over five decades, entry into new business segments, higher

market share in various business segments, particularly fee-based services, and

access to the vast talent pool of ICICI and its subsidiaries.

In October 2001, the Boards of Directors of ICICI and ICICI Bank

approved the merger of ICICI and two of its wholly-owned retail finance

subsidiaries, ICICI Personal Financial Services Limited and ICICI Capital

Services Limited, with ICICI Bank. The merger was approved by shareholders of

ICICI and ICICI Bank in January 2002, by the High Court of Gujarat at

Ahmedabad in March 2002, and by the High Court of Judicature at Mumbai and

the Reserve Bank of India in April 2002. Consequent to the merger, the ICICI

group's financing and banking operations, both wholesale and retail, have been

integrated in a single entity.


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Board of Directors

Managing

Director &

CEO

Ms. Chanda

Kochhar

Executive

DirectorMr. N. S.

Kannan

Executive

DirectorMr. Rajiv

Sabharwal

Executive

DirectorMr. K.

Ramkumar

Board Members

Mr. K. V. Kamath, Chairman

Mr. Dileep Choksi

Mr. Homi R. Khusrokhan

Mr. Arvind Kumar

Mr. M.S. Ramachandran

Dr. Tushaar Shah

Mr. V. K. Sharma

Mr. V. Sridar


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Vision

To be a leading institution for the promotion of inclusive growth in India

by contributing to the key enablers required for widespread participation in

economic opportunities in the country.

Mission

We will promote inclusive growth in India through focused initiatives in

the identified areas including primary healthcare, elementary education, skill

development & sustainable livelihoods and financial inclusion

Capital market and custodial services enable business houses to

participate in equity trading and transfer across major stock markets of world.

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.


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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 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

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.

Level 1.Expectations are very simple and take the form of assumptions, 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 of satisfaction through meeting the requirements and/or specifications. 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


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bank expecting the bank teller to be friendly, informative, and helpful with my

transactions.

Customer satisfaction sur veys help to:

Improve customer, client, or employee loyalty.

React quickly to changes in the market.

Identify and capitalize on opportunities.

Beat the competition.

Retain or gain market share.

Increase revenue.

Reduce costs.

COMPANYS EFFORT TO ENSURE SATISFACTION OF CUSTOMERS:

Objectives of I CICI

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


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To Help You To Understand How Our F inancial Products And Services Work

By:

Giving you information about them in any one or more of the following

languages: Hindi, English or the appropriate local language.

Ensuring that our advertising and promotional literature is clear and not

misleading

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.

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 .

To H elp You Use Your Account Or Service By:

Providing you regular appropriate updates.

Keeping you informed about changes in the interest rates, charges or

terms and conditions.

Information

You can get information on interest rates, common fees and charges through any

one of the following:

Looking at the notices in our branches ;

Phoning our branches or help-lines;

Looking on our website;

Asking our designated staff/help desk ;or

Referring to the service guide/Tar if f Schedule.


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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

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.


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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.

Pri vacy and Conf identiali ty

We will treat all your personal information as private and confidential

[even when you are no longer a customer], and shall be guided by the following

principles and policies.


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ICICI Bank Product

PERSONAL BANKING

Loan Product Deposit Product Investment & Insurance

Auto Loan Loan Against Security Loan Against Property Personal loan Credit card 2-wheeler loan Commercial vehicles

finance

Home loans Retail business banking Tractor loan Working Capital

Finance

ConstructionEquipment Finance

Health Care Finance Education Loan Gold Loan

Saving a/c Current a/c Fixed deposit Demat a/c Safe Deposit

Lockers

Mutual Fund Bonds Knowledge Centre Insurance General and Health

Insurance

Equity andDerivatives

Mudra Gold Bar


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SAVING

ACCOUNTS

SENIORCITIZEN

SERVICES

YOUNG

STARS

FIXED

DEPOSITS

RECURRINGDEPOSITS

PRODUCTs

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

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.


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YOUNG STARS

It's really important to help children learn the value of

finances and money 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 of unbeatable 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

HOME LOAN

PERSONAL LOAN

CAR LOAN

COMMERCIAL VEHICLE LOANS

TWO WHEELER LOANS

FARM EQUIPMENT LOANS


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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 LOAN

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 than 1500 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.

TWO WHEELER LOANS

Avail attractive schemes at competitive interest rates from

the No 1 Financier 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.


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FARM EQUIPMENT LOANS

Preferred financier for almost all leading tractor

manufacturers in the country. 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.

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.

CREDIT CARD

DEBIT CARD

TRAVEL CARD

PRE PAID CARD


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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.

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"


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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)

ICICI Bank Pure Gold

Gold has been traditionally the most favored form of investment for Indians. In

fact, India, even today is amongst the highest consumers of Gold in the world.

However, the Gold market remains largely unorganized with reliability andconvenience remaining the key issues for gold buyers in the country.ICICI Bank

with its `Pure Gold' offer attempts to bridge the gap between the need of the

customers for buying gold and availability of an organized avenue to satisfy that

need, by taking care of the two key components Reliability and Convenience.

Reliability 24 Carat ICICI Bank Pure Gold is imported from Switzerland. This

Gold carries a 99.99% Assay Certification, signifying highest level of purity, as

per international standards.

Convenience

ICICI Bank Pure Gold is competitively priced based on daily prices in the

international bullion market. Currently, gold is available in 2.5g, 5g, 8g, 20g and

50g categories.

FOREX Services

ICICI Bank's Foreign Exchange Services will help you organize your foreign

exchange in the most hassle free manner. Whether its Foreign Currency,

Travelers Cheques or Travel Card, ICICI Bank Foreign Exchange Services is aone-stop solution to your foreign exchange requirement.


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All the work performed in an organization should, in some way, directly or

indirectly contribute to the objectives of the organization.These means that

determination of objectives,purpose or goal is of prime importance and is a

prerequisite to the solution of most problems.The same is the case in this study

also.These following objectives are formulated as guiding principle of study.

objectives :

To identify the major attributes of customer satisfaction. To study customer perception towards ICICI BANK Ltd. To identify and study the various ways of ensuring customer satisfaction

adopted by ICICI BANK.

To know the convenience of the customers while using the bank services.


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Chapter 4

HYPOTHESIS OF THESTUDY


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HYPOTHESIS

Hypothesis is considered as a main instrument in research. It stands

for the midpoint in the research. Hypothesis is the productive statement

capable to some dependent variables. It is proposed assumption, explanation,

supposition or solution to be proved or disproved. Hypothesis gives us

guideline for an investigation to be carried out on the basis of previous

available information. The use of a hypothesis thus prevents a blind search

and indiscriminate gathering of data which may later prove irrelevant to the

problem under study.

The purpose of our study the following hypothesis ,are formulated :-

Customer are highly satisfy with ICICI BANK. Various attractive services provided by bank attract the customers most.

HYPOTHESIS

1.Customer arehighly satisfy with

ICICI BANK.

2. Various

attractive servicesprovided by bank

attract the

customers most.


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Chapter 5

RESEARCH

METHODOLOGY


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Meaning of Research:Research is defined as a scientific and systematic search for pertinent

information on a specific topic. Research is an art of scientific investigation.

Research is a systematized effort to gain now knowledge. It is a careful

investigation or inquiry especially through search for new facts in any branch of

knowledge. Research is an academic activity and this term should be used in a

technical sense. Research comprises defining and redefining problems,

formulating hypothesis or suggested solutions. Making deductions and reaching

conclusions to determine whether they if the formulating hypothesis. Research is

thus, an original contribution to the existing stock of knowledge making for its

advancement. The search for knowledge through objective and systematic

method of finding solutions to a problem is research.

Data Collection Techniques:

This project consists of two parts :-

1) The first part is a study of the banking industry, ICICI Bank usingsecondary data sources. This secondary information has been

sourced from the internet and from business related magazines and

newspapers.

2) The second part of the study has been done using an exploratoryresearch process and a structured questionnaire was developed for

this purpose. For the collection of primary 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.


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Sample Design:

Analytical sample design is considered for the purpose of the survey.

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.

Sample Size:

I have restricted the sample size to 50 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.


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Chapter 6

DATA ANALYSIS ANDINTERPRETATION


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Data Analysis and Interpretation

1. Age of Customer

(Table no.01)

(Graph no.01)

Interpretation:

From the above pie Chart, it is interpreted that 44% of employees

belongs to 35-55 yrs. of age group and 38% belongs to 18-35 yrs.& rest

from 56 % and above group.

38%

44%

18%

Age

18-35 yr

35-55 yr

56 & above

AgeNo. of

Customers

Percentage

18-35 yr 19 38

35-55 yr 24 44

56 & above 07 18

Total 50 100


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2. Gender

(Table no.02)

(Graph no.02)

Interpretation:

According to the pie char t, most of the customer's i.e. more than 65% are

males, and 32% are females.

68%

32%

Age

Male

Female

GenderNo. of

CustomersPercentage

Male 34 68

Female 16 32

Total 50 100


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3. Educational Qualification

(Table no.03)

(Graph no.03)

Interpretation:

From the above pie diagram, 30% customers are Graduate, 26%

customers are H .S.C .passed, and 26% customers are diploma holder,4%

customers are S.S.C. passed, whi le remaining are post graduate.

4%

26%

30%

26%

14%

Educational qualification

S.S.C

H.S.C.

Graduate

Diploma Course

Post Graduate

Educational

qualification

No. of

Customers

Percentage

S.S.C. 2 4

H.S.C. 13 26

Graduate 15 30

Diploma Course 13 26

Post Graduate 07 14

Total 50 100


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4. Marital Status

(Table no.04)

(Graph no.04)

Interpretation:

According to the pie chart, more than 74% of customers are marr ied.

And only 26% of customers are Unmarr ied.

74%

26%

Marital Status

Married

Unmaaried

Marital Status

No. of

CustomersPercentage

Married 37 74

Unmarried 13 26

Total 50 100


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5. Monthly Income

(Table no.05)

(Graph no.05)

Interpretation:

As per the char t shown above, more than 40% of customers belongs

to Rs.21000 & above of income group, whi le 18% of customers belong

to Rs.15000-21000 group and few belongs to 9000-15000 and 3000-

9000 group.

4%18%

36%

42%

Monthly Income

3000-9000

9000-15000

15000-21000

21000 % above

Monthly IncomeNo. of

CustomersPercentage

3000-9000 02 4

9000-15000 09 18

15000-21000 18 36

21000 & above 21 42

Total 50 100


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6. How much do you save

(Table no.06)

(Graph no.06)

Interpretation:

F rom the above graph i t is interpreted that, 18% of customers save more

than 45%of their income, while 24% customers saves 60%-80% of

income and there are very few customers who saves their income.

18%

46%

24%

12%

Savings

Below 30%

30% - 60%

60% - 80%

80% & above

SavingsNo. of

CustomersPercentage

below 30% 09 18

30% - 60% 23 46

60% - 80% 12 24

80% & above 06 12

Total 50 100


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7. Attr ibutes compelled customers most to open saving account i n anybank

(Table no.07)

(Graph no.07)

Interpretation:

The above pie char t indicates the Attr ibute of ATM (44%) is the

one that compelled customers most to open saving account in any

bank.

44%

20%

16%

10% 10%

Attributes

ATM

CHEQUE BOOK

INTERNET

BANKING

WORKING HOUR

AttributesNo .of

Customers

Percentage

Atm 22 44

Cheque book 10 20

Internet banking 06 16

Working hour 05 10

Value added services 05 10

Total 50 100


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8. Type of service preferred the most by customers

(Table no.08)

(Graph no.08)

Interpretation:

The above pie chart indicate that major ity of customers prefer

ATM service.

45%

17%

10%

9%19%

Services prefer most by customer

ATM

Net Banking

Core Banking

Mobile Banking

Retail Banking

Services No. of

Customers

Percentage

Atm 24 45

Net Banking 09 17

Core Banking 05 10

Mobile Banking 05 9

Retail Banking 07 19

Total 50 100


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9. Banks in which customers preferred to open their accounts

Name of BankNo. of

CustomersPercentage

ICICI 19 38

SBI 12 24

AXIS 08 16

HDFC 06 12

Others 05 10

Total 50 100

(Table no.09)

(Graph no.09)

Interpretation:

The above pie char t i ndicates that majori ty of customers have

preferred ICICI Bank Account (i .e. 38%).

12%

24%

16%

38%

10%

Banks preferred by cutomers

Hdfc

SBI

Axis

ICICI

Others


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10. Types of account held by Customers

(Table no.10)

(Graph no.10)

Interpretation:

The above pie char t is interpreted that 48% of customers have saving

account, 14% customer have fixed deposit a/c,32% of customer have

Cur rent a/c whil e 6% have other a/cs in bank.

48%

14%

32%

6%

Type of Accounts

Saving A/c

Fixed Deposit A/c

Current A/c

Other A/c

Type of Account No .ofCustomers

Percentage

Saving A/c 24 48

Current A/c 16 32

Fixed Deposit A/c 07 14

Other A/c 03 6

Total 50 100


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11. Customer using services offered by banks

(Table no.11)

(Graph no.11)

Interpretation:

The above pie chart shows that the customers utilized the Demat

services (i.e.42%) the most.

42%

28%

30%

Customer Using Services Offered by Their Bank

Demat A/C

Mutual Fund

E- transaction

Services offered No. of

CustomersPercentage

Demat A/c 21 42

Mutual Fund 14 28

E- transactions 15 30

Total 50 100


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12. Customer Awareness about the Bank

(Table no.12)

(Graph no.12)

Interpretation:

The above pie chart shows that Advertisement(i.e.36%) creates

highest awareness among the bank.

36%

29%

21%

14%

Awareness

Advertisements

Friends & Relatives

Selling agents

Others

SourcesNo. of

CustomersPercentage

Selling Agent 10 21

Friends & Relatives 15 29

Advertisements 18 36

Others 07 14

Total 50 100


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13. Customer's perception about the Banks

Customers thinkingNo. of

CustomersPercentage

Security 25 49

Saving 17 33

Imposition of a burden of exp. 04 7

Others 06 11

Total 50 100

(Table no.13)

(Graph no.13)

Interpretation:

The above pie chart shows that most customers perceive the bank as

providing security.

49%

33%

7%11%

Customer's perception About the Bank

Security

Saving

Imposition of a

burden of expenses

Others


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14. Customer see in purchase of new plan from Banks

(Table no.14)

(Graph no.14)

Interpretation:

The above shows that most people see the standing and goodwill of the

Bank in purchasing the plans.

41%

13%

28%

18%

Peope See In Purchasing New Plan

Standing and goodwill

of the company

Product range of the

company

Services being given by

the company

Advertisement being

released by the

company

People See In PurchasingNew Plan

No. ofCustomers

Percentage

Advertisement being released

by the Bank09 18

Standing Goodwill of the Bank 20 41

Services being given by the

Bank14 28

Product range of the Bank 06 13

Total 50 100


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15. Customer awareness about the type of value added services provideby Bank

Value added

services

No.of

CustomersPercentage

Young star 7 14

Senior Citizen 14 28

Recurring Deposits 12 24

Pre-paid Cards 10 20

Others 7 14

Total 50 100

(Table no.15)

(Graph no.15)

Interpretation:

The above chart shows that the customers were mostly aware about

the senior citizen services (i.e.36%) offered by the Bank.

12%

36%

22%

8%

22%

Awareness About Value Add Services

Young Star

Senior Citizen

Recurring Deposits

Others

Pre-Paid Cards


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16. Customers Rating towards product offered by ICICI Bank

(Table no.16)

(Graph no.16)

Interpretation:

The above pie chart shows that Majority of customers rated the Bankas good (i.e.36%).

12%

36%

22%

8%

22%

Customers' Ratings

Very good

Good

Moderate

Less

Poor

RatingsNo.of

CustomersPercentage

Very good 13 26

Good 21 42

Moderate 08 16

Less 05 10Poor 03 6

Total 50 100


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Chapter 7

HYPOTHESIS TESTING


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HYPOTHESIS TESTING

After the study of the whole data, which in the form of questionnaire the

Hypothesis formulated are analyzed as follow:-

Interpretation

H1 - Customer are highly satisfy with ICICI BANK.

According to our data Interpretation & Analysis, it is

shown that Customers are highly satisfied with ICICIBANK. So, the Hypothesis(H1) is retained.

Interpretation

H2 - Various attractive services provided by bank attractthe customers most.

According to our data Interpretation & Analysis, it isverified that various attractive services provided by thebank attract the customers most. So, the Hypothesis(H2) is

retained.


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Chapter 8

CONCLUSION


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ConclusionsOn analyzing the data collected from the customers the following conclusions are

made -

ICICI has been able to use technology to provide value-added service to itscustomers 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 spreads due to a competitive market

. E-banking has become a necessary survival weapon and is fundamentallychanging the banking industry worldwide.

Today, the click of the mouse offers customers banking services at a muchlower cost and also empowers them with unprecedented freedom in

choosing vendors for their financial service needs. No country today has a

choice- whether to implement E-banking or not given the global and

competitive nature of the economy.

ICICI have to upgrade and constantly think of new innovative customizedpackages and services to remain competitive. The invasion of banking by

technology has created an information age and commoditization ofbanking services.


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Chapter 9

SUGGESTIONS


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SUGGESTIONSA. Best play in a buoyant environment Favorable macro, buoyant Market

related revenues and a benign environment for asset quality.

1 ICICI as a player focused on maintaining and /or improving Market share in

key business segments, particularly retail lending- Will, in our view, benefit

immensely form a positive operating Environment.

2. ICICI is viewed as it is benefited from the pro cyclicality effect of the

economic cycle as its borrowers in the legacy project financing Activity

witnessed their debt servicing ability increasing considerably. It is believed that

the profitability of this segment has improved as a Result of lower loan loss

provisions and lower taxable rates of Income from this source. An expectation is

on the pro cyclical benefit, To continue and hence profitability of legacy lending

to be sustained At levels seen earlier.

3. Pricing power in consumer financing segment profitability against potential

shocks.

4. ICICI Bank enjoys a dominant market position across customer Categories in

retail lending.


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Chapter 10

LIMITATIONS


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LIMITATIONS

The limitations are as follows-

High Bank Service Charges:ICICI bank charges highly to customersfor the services provided by them when compared to other bank & that are

why it is only in the reach of higher class of society.

Less Credit Period:ICICI bank provides credit facilities but only uptolimited period. Even when the credit period is not over it sends reminder

letters to the customers which may annoy them.


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Chapter 11

BIBLIOGRAPHY


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BIBLIOGRAPHY

WEBSITES :-

www.rbi.org.inwww.moneycontrol.comwww.nseindia.comwww.icicibank.comwww.google.comwww.encyclopedia.com

REFERENCE BOOKS & MAGZINES:-

Economic timesBusiness worldMoney and Banking


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Chapter 12

APPENDIX


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Appendix

QUESTIONNAIRE

PERSONAL INFORMATION

Name

1. Agea) 18-35b)35-55c) 56 & above

2. Gendera)

Male

b)Female3. Educational Qualification

a) S.S.Cb)H.S.Cc) Graduated)Diploma Coursee) Post Graduate

4. Marital Statusa) Marriedb)Unmarried

5. Monthly Incomea) 3000-9000b) 9000-15000

c) 15000-21000d)21000 and above

6. How much do you savea) below 30 %b)30%-60%c) 60%-80%d)80%-Above


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FIXED RESPONSES

7. Which of the following attributes compelled you to most open savingaccount in any bank?

a) Atmb)Cheque bookc) Internet bankingd)Working houre) Value added services

8. Which type of service prefers the most by you?a) Atmb)Net Bankingc) Core Bankingd)Mobile Bankinge) Retail Banking

9. Which of following banks do you have account?a) SBIb)ICICIc) AXISd)HDFCe) Others

10.What type of account do you have in bank?a) Saving A/cb)Current A/cc) Fixed Depositd)Others


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11.How many services offered by your banks have been used by you?

a) Demat A/cb)Mutual Fundc) E- transactionsd)LI & GI

12.How would you know about these services?

a) Selling Agentb)Friends & Relativesc) Advertisementsd)Others

13.What the people think about the banks?a) Securityb)Savingc) Imposition of a burden of exp.d)Others

14.What a respondent see in purchase of new plan from banks?

a) Advertisement being released by the companyb)Standing Goodwill of the companyc) Services being given by the companyd)Product range of the company


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15.Do you know what type of value added services provide by ICICIbank?

a) Young starb)Senior Citizenc) Recurring Depositsd)Pre-paid Cardse) Others

16.How would you rate product offered icici bank than other?

a) Very goodb)Goodc) Moderated)Lesse) Poor

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