ICICI BANK

A PRESENTATION WITH REFERENCE TO

SERVICE GAP MODEL
  Presented By:


•
•
 Ranjan Abhishek (22) Rahul Agarwal (74)
 Anurag Singh (69)
 Company Profile

poration of India Limited (ICICI) incorporated at the initiative of the World Bank, the Governme

crore, which was oversubscribed.

elopment Finance Corporation & Managed its first equity public issue.
c issue by any Indian equity in the Swiss Capital Market.
I sets up Credit Rating Information Services of India Limited.

CICI Bank.

Industrial Credit and Investment Corporation of India Limited " was changed to "ICICI Limited".

ICICI Bank were Merged.

CI Limited, ICICI Capital Services Ltd and ICICI Personal Financial Services Limited with ICICI Bank. –
India’s Largest Private Sector Bank.

International Presence in UK, Canada, Europe and Asia etc.

Assets Worth Rs. 34,46,581.1 million – 2007.

889.78 Million Equity Share – Issued & Subscribed.



The various benefits offered by ICICI Bank



with retail and wholesale banking are-

ü Pay order facility
ü Facility of demand draft
ü RTGS facility
ü NEFT facility
ü Facility of free cheque book
ü Mobile banking
ü Net banking
ü Insta alert facility

 Customer Dissatisfaction Areas


ü Phone banking facility

ü
ü Insta alert facility
ü
ü Availability of loan
ü
ü Working hours
 Customer Satisfaction Areas


ü Online Fund Transfer

ü  Facility available of cash deposit for inter
or intra branch Banking and cash
withdrawal
ü Pay orders/ demand draft

 QUESTIONNAIRE
Item Number Skill/Competence Mean Mean (Performance)
(Importance)

1 Positive attitude towards customers 4.85 4.40

2 Trustworthiness 4.81 3.44

3 Good Communication with customers 4.74 3.17

4 Clear and accurate communication with 4.56 3.44

supervisors

5 Harmoniously working relationships with 4.54 3.88

others

6 Clear spoken communication 4.44 3.93

7 Adaptability (When Complaint handling) 4.94 4.27

8 IT competence 4.83 4.54

9 Knowledge of Current Services 4.79 4.21

 Expected Service

GAP 1 - Survey / Research Gap GAP 5 - Customer Gap

Perceived Deliver
External Communicated Custo
GAP 4- External
----------------------------------------------------------------
Communication Gap
Service Delivery

GAP 3 - Implementation Gap

Customer Oriented Service Design

GAP 2 - Resource Gap

Company’s Understanding of Customer Expectation
 Customer Needs and Expectation
GAP 1

1. Better Services.

2. Good Ambience.

3. Least attention paid to small customers.

Management Definition of these Needs

 Management definition of these needs

GAP 2
1. No proper service design for customers.

2. Absence of Customer Defined Service Standa

Translation into Design

 Execution of Designs

GAP 3
1.No consistency in quality of service.
2.
3.Customer Enquiry Constraints.
4.
5.Unable to match the demand at peak hours.
6.
7.Problems with Service Intermediaries.

Service Delivery
 Service Delivery
GAP 4
1.Inadequate Horizontal Communication.
2.
3.Overpromising.
4.
5.Lack of Integration of Marketing Communicatio

Advertising and Sales Promise

 Customers Expectations
GAP 5
1.Overpromise, Under delivery.
2.
3.Main customers- Corporate customers hence interpretation of a local cu
4.

Customer Perception
RECOMMENDATIONS
For Closing GAP
1……….
• Use Research, Complaint analysis,
Customer forums.


• Increase direct interactions between

managers and customers.


• Improve upward Communication.


For Closing GAP
2……….
• Set, Communicate and reinforce
customer- oriented service
standards.


• Establish challenging and realistic

service quality goals.


• Be receptive to new ways to deliver

service quality.
For Closing GAP
3……….
• Recruitment of best employees.


• Develop, train and support

employees.


• Reward managers and employees.




For Closing GAP
4……….
• Seek input from operations
personnel.


• Seek input from employees on

advertising.


• Gain Communications between sales,

operations and customers.


• Tiered service options.

For Closing GAP
5……….
• Reliability
•
• Responsiveness
•
• Assurance
•
• Empathy
•
• Tangibles
THANK YOU