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Project Report

CUSTOMER SATISFACTION
On

CORPORATE GUIDE Mr. Ravi Parmar Relationship Manager

FACULTY GUIDE Mr. Rajnish mallick

Submitted in Partial Fulfillment of the requirement of
Post Graduate Diploma in management Ankur Singh PGDM-III, Semester Batch- 2008-10 Roll no. 014908005 1 Ankur PGDM

Submitted By

Centre for Management Technology Knowledge Park I Gr. Noida

2 Ankur PGDM

Acknowledgements If words are considered to be signs of gratitude then let these words Convey the very same My sincere gratitude to ICICI BANK for providing me with an opportunity to work with BANK and giving necessary directions on doing this project to the best of my abilities. I am highly indebted to Mr.Remay Verma, Branch Manager and Mr. Ravi Parmar (RM) company project guide, 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. I also thank Prof. Anant Jyoti,(HOD of PGDM), who has sincerely supported me with the valuable insights into the completion of this project. I am grateful to all faculty members of C-Mat and my friends who have helped me in the successful completion of this project.

3 Ankur PGDM

2 4 7 8 9 10 17 8 9 10 11 12 13 11 14 15 16 Fact Files of Banks in India Indian Banking Industries ICICI Bank ICICI Group Technology used in ICICI Bank Product and Customer segments Product SWOT Analysis Research Methodology Company Efforts To Ensure Customer Satisfaction 19 26 28 33 39 41 44 55 57 59 17 18 19 20 21 Data Analysis Comparison With SBI SWOT Analysis(comparative) Questionnaire Finding 69 79 87 93 98 99 102 4 22 Suggestion Ankur PGDM 23 Conclusion . No. 1 2 3 4 5 6 7 Subject Covered Acknowledgements Executive Summary My Project Objective Banking Structure in India Introduction History of Banking in India Bank In India Page No.CONTENTS Sr.

24 Bibliography 103 EXECUTIVE SUMMARY 5 Ankur PGDM .

in India its not more than 5 years old. Today there are enormous solutions to cater client needs but what suits best to a client is where private banking fits in. So a customized portfolio for every client is the need of the day. Though private banking evolved in late 80’s in Asia. Every client will have different needs. liking and preferences.Private banking is a concept which is new and fast emerging in the world of banking where changes have become a necessity in order for banks to survive in this competitive environment vis-à-vis not only from the public and private sector banks but also from the foreign banks. Through this research one of the main objectives is to explore the reason why most of the banks are injecting private banking as business profile to their set of service offerings. how they have changed or innovatively structured to be attractive and competitive. ICICI started it in Aug 2002 and since then it has been a remarkable success. This research will highlight more on the product portfolio of ICICI Private Banking. Research objective 6 Ankur PGDM . which a private banker deals into and the systematic process involved to match client requirements with the right kind of product. The objective of the research is to explore the various products.

To draw the comparative analysis of ICICI BANK Ltd with SBI etc. 2. To study customer perception about ICICI BANK Ltd. To identify and study the various ways of ensuring customer satisfaction adopted by ICICI BANK Vs HDFC & SBI. To identify the major attributes of customer satisfaction. BANKING STRUCTURE IN INDIA 7 Ankur PGDM .1. 4. 3.

Scheduled Banks in India (A) Scheduled Commercial Banks Public sector Banks (28) • Nationalized Bank • Other Public Sector Banks (IDBI) • SBI and its Associates Private sector Banks (27) • Old Private Banks • New Private Banks Foreign Banks in India (29) Regional Rural Bank (102) (B) Scheduled Cooperative Banks Scheduled Urban Cooperative Banks (55) Scheduled State Cooperative Banks (31) Here we more concerned about private sector banks and competition among them. there are 27 private sector banks in the banking sector: 19 old private sector banks and 8 new private sector banks. The banks which have been setup in the 1990s under the guidelines of the Narasimham Committee are referred to as NEW PRIVATE SECTOR BANKS. Today. new private sector 8 Ankur PGDM . These new banks have brought in state-of-the-art technology and aggressively marketed their products. The Public sector banks are facing a stiff competition from the banks.

ICICI. However. The last but not the least explains about the scheduled and unscheduled banks in India. in the introduction part of the entire banking cosmos.INTRODUCTION The banking section will navigate through all the aspects of the Banking System in India. the past has been well explained under three different heads namely: History of Banking in India Nationalization of Banks in India Scheduled Commercial Banks in India The first deals with the history part since the dawn of banking system in India. has been well defined under three separate heads with one page dedicated to each bank. Section 42 (6) (a) of RBI Act 1934 lays down the condition of scheduled commercial banks. Reserve Bank of India (RBI). Government took major step in the 1969 to put the banking sector into systems and it nationalized 14 private banks in the mentioned year. the Indian Banks Association (IBA) and top 20 banks like IDBI. It will discuss upon the matters with the birth of the banking concept in the country to new players adding their names in the industry in coming few years. etc. ABN AMRO. 9 Ankur PGDM . The banker of all banks. This has been elaborated in Nationalization Banks in India. HSBC. The descriptions along with a list of scheduled commercial banks are given on this page.

HISTORY OF BANKING IN INDIA Without a sound and effective banking system in India it cannot have a healthy economy. 10 Ankur PGDM . To make this write-up more explanatory. he has a choice. I prefix the scenario as Phase I. Not long ago. Phase II and Phase III. The first bank in India. though conservative. Bank of Bombay (1840) and Bank of Madras (1843) as independent units and called it Presidency Banks. The government's regular policy for Indian bank since 1969 has paid rich dividends with the nationalization of 14 major private banks of India. an account holder had to wait for hours at the bank counters for getting a draft or for withdrawing his own money. They are as mentioned below: Early phase from 1786 to 1969 of Indian Banks Nationalization of Indian Banks and up to 1991 prior to Indian banking sector Reforms. The East India Company established Bank of Bengal (1809). It is no longer confined to only metropolitans or cosmopolitans in India. In fact. Next came Bank of Hindustan and Bengal Bank. For the past three decades India's banking system has several outstanding achievements to its credit. Money have become the order of the day. Indian banking system has reached even to the remote corners of the country. Now it is simple as instant messaging or dial a pizza. Phase I The General Bank of India was set up in the year 1786. New phase of Indian Banking System with the advent of Indian Financial & Banking Sector Reforms after 1991. The most striking is its extensive reach. This is one of the main reasons of India's growth process. Today. 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 other external and internal factors. was established in 1786. the journey of Indian Banking System can be segregated into three distinct phases. Gone are days when the most efficient bank transferred money from one branch to other in two days. From 1786 till today.

As an aftermath deposit mobilization was slow. 23 of 1965). mostly small. Reserve Bank of India was vested with extensive powers for the supervision of banking in India as the Central Banking Authority. it nationalized Imperial Bank of India with extensive banking facilities on a large scale especially in rural and semi-urban areas. funds were largely given to traders. In 1865 Allahabad Bank was established and first time exclusively by Indians. Mrs. Punjab National Bank Ltd. major process of nationalization was carried out. Indira Gandhi. Phase II Government took major steps in this Indian Banking Sector Reform after independence. It formed State Bank of India to act as the principal agent of RBI and to handle banking transactions of the Union and State Governments all over the country. Second phase of nationalization Indian Banking Sector Reform was carried out in 1980 with seven more banks. 14 major commercial banks in the country was nationalized. There were approximately 1100 banks. 1969. was set up in 1894 with headquarters at Lahore. mostly Europeans shareholders. Central Bank of India. Abreast of it the savings bank facility provided by the Postal department was comparatively safer. To streamline the functioning and activities of commercial banks. It was the effort of the then Prime Minister of India. Seven banks forming subsidiary of State Bank of India was nationalized in 1960 on 19th July. Bank of Baroda. In 1955. During the first phase the growth was very slow and banks also experienced periodic failures between 1913 and 1948. 1949 which was later changed to Banking Regulation Act 1949 as per amending Act of 1965 (Act No. and Bank of Mysore were set up. During those day’s public has lesser confidence in the banks. Bank of India. Canara Bank. the Government of India came up with The Banking Companies Act. Between 1906 and 1913.These three banks were amalgamated in 1920 and Imperial Bank of India was established which started as private shareholders banks. Indian Bank. This step brought 80% of the banking segment in India under Government ownership. 11 Ankur PGDM . Reserve Bank of India came in 1935. Moreover.

1969: Nationalization of 14 major banks. 1980: Nationalization of seven banks with deposits over 200 crore. The country is flooded with foreign banks and their ATM stations. It is sheltered from any crisis triggered by any external macroeconomics shock as other East Asian Countries suffered. the capital account is not yet fully convertible. In 1991. 1971: Creation of credit guarantee corporation.The following are the steps taken by the Government of India to Regulate Banking Institutions in the Country: 1949: Enactment of Banking Regulation Act. 1955: Nationalization of State Bank of India. This is all due to a flexible exchange rate regime. the branches of the public sector bank India rose to approximately 800% in deposits and advances took a huge jump by 11. After the nationalization of banks. 1975: Creation of regional rural banks. Efforts are being put to give a satisfactory service to customers. The financial system of India has shown a great deal of resilience. Phase III This phase has introduced many more products and facilities in the banking sector in its reforms measure. Time is given more importance than money. The entire system became more convenient and swift. Phone banking and net banking is introduced. 1961: Insurance cover extended to deposits. the foreign reserves are high. 1959: Nationalization of SBI subsidiaries. and banks and their customers have limited foreign exchange exposure.000%. under the chairmanship of M Narasimham. 12 Ankur PGDM . Banking in the sunshine of Government ownership gave the public implicit faith and immense confidence about the sustainability of these institutions. a committee was set up by his name which worked for the liberalization of banking practices.

Some are of Indian origin and some are foreign players. the names of banks under different groups and other such useful information’s are talked about. Many even are only catering in cities. their mode of operation. This step has paved a way for few more foreign banks to start business in India. All these details and many more is discussed over here.BANKS IN INDIA In India the banks are being segregated in different groups. The RBI has shown certain interest to involve more of foreign banks than the existing one recently. Major Banks in India • • • • • • • • • • • • • • • ABN-AMRO Bank Abu Dhabi Commercial Bank American Express Bank Andhra Bank Allahabad Bank Bank of Baroda Bank of India Bank of Maharastra Bank of Punjab Bank of Rajasthan Bank of Ceylon BNP Paribas Bank Canara Bank Catholic Syrian Bank Central Bank of India Ankur PGDM • • • • • • • • • • • • • • • Indian Overseas Bank IndusInd Bank ING Vysya Bank Jammu & Kashmir Bank JPMorgan Chase Bank Karnataka Bank Karur Vysya 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) 13 . Few of them only work in rural sector while others in both rural as well as urban. The banks and its relation with the customers. Each has their own dedicated target market. Each group has their own benefits and limitations in operating in India. One more section has been taken note of is the upcoming foreign banks in India.

• • • • • • • • • • • • • • Centurion Bank China Trust Commercial Bank Citi Bank City Union Bank Corporation Bank Dena Bank Deutsche Bank Development Credit Bank Dhanalakshmi Bank Federal Bank HDFC Bank HSBC ICICI Bank IDBI Bank Indian Bank • • • • • • • • • • • • • • State Bank of Bikaner & Jaipur State Bank of Hyderabad State Bank of Indore State Bank of Mysore State Bank of Saurastra State Bank of Travancore Syndicate Bank Taib Bank UCO Bank Union Bank of India United Bank of India United Bank Of India United Western Bank UTI Bank Fact Files of Banks in India The first. The first bank in India to be given an ISO Certification Canara Bank and Sind The first bank in Northern India to get ISO 9002 certification for Punjab their selected branches Bank The first Indian bank to have been started solely with Indian Punjab capital The first among the private sector banks in Kerala to become a scheduled bank in 1946 under the RBI Act India's oldest. international and NRI products and services. offering the widest possible range of domestic. largest and most successful commercial bank. the largest. the biggest. the oldest. get all such types of information’s about Banking in India in this section. through its vast network in India and overseas Bank National South Indian Bank State Bank of India India's second largest private sector bank and is now the largest The Federal Bank 14 Ankur PGDM .

scheduled commercial bank in India Limited Bank of Bank which started as private shareholders banks. Bengal Central Bank Ltd. 1969. the United Bank of India Ltd. Camilla Banking Corporation Ltd. PUBLIC SECTOR BANKS Among the Public Sector Banks in India. in the Public Sector Banks. Government of India Undertaking offers Domestic. Camilla Union Bank Ltd. 15 Ankur PGDM . Oriental Bank of Commerce (OBC). (1918). Its predecessor.. It became the first Indian bank to open a branch outside India in London in 1946 and the first to open a branch in continental Europe at Paris in 1974. mostly Imperial Europeans shareholders India The first Indian bank to open a branch outside India in London in Bank of India. (1914). (1922) and Hooghly Bank Ltd. 1946 and the first to open a branch in continental Europe at Paris founded in 1906 in in 1974 The oldest Public Sector Bank in India having branches all over India and serving the customers for the last 132 years Mumbai Allahabad Bank The first Indian commercial bank which was wholly owned and Central managed by Indians India Bank of Bank of India was founded in 1906 in Mumbai. United Bank of India is one of the 14 major banks. was formed in 1950 with the amalgamation of four banks viz.(1932). which were nationalized on July 19.

OBC is implementing a GRAMEEN PROJECT in Dehradun District (UP) and Hanumangarh District (Rajasthan) disbursing small loans.NRI and Commercial banking services. 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 Syndicate Bank UCO Bank Union Bank of India 16 Ankur PGDM . 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.

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 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.• • United Bank of India Vijaya Bank List of State Bank of India and its subsidiary. The first private bank in India to be set up in Private Sector Banks in India was IndusInd Bank. a Public Sector Banks • State Bank of India ○ State Bank of Bikaner & Jaipur ○ State Bank of Hyderabad ○ State Bank of Indore ○ State Bank of Mysore ○ State Bank of Saurastra ○ State Bank of Travancore PRIVATE SECTOR BANKS: Private banking in India was practiced since the beginning of banking system in India. 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. 17 Ankur PGDM .

ING Vysya. With successive years of patronage and constantly setting new standards in banking. Bangalore has a pride of place for having the first branch inception in the year 1934. yet another Private Bank of India was incorporated in the year 1930. 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 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 18 Ankur PGDM .

and technological innovations are all contributing to this growth. with Assets expected to reach US$1 trillion by 2010. The Indian banking market is growing at an astonishing rate. and technological innovations are all contributing to this growth. and affordability of banking products are promising factors for continued expansion. In correlation with the growth of the economy. increased standard of living. An expanding economy. middle class. 19 Ankur PGDM . with Assets expected to reach US$1 trillion by 2010. The country’s middle class accounts for over 320 million People.INDIAN BANKING INDUSTRY The Indian banking market is growing at an astonishing rate. middle class. rising income levels. An expanding economy.

Focusing on the are becoming increasingly customer the importance of being a big player and acquisitions to take advantage regulation. analyst in Celent's banking group and author of the report. and are beginning to focus their attention on mergers of economies of scale and/or comply with Basel II assets are expected to reach US$1 trillion by 2010 and are poised to receive a greater infusion of foreign capital.“Indian banking industry their approach. Players IT revolution.The Indian banking Industry is in the middle of an expansion of centric in retail and rural banking. which has resulted in innovative methods of offering new banking Banks are now realizing products and services.” says Prathima Rajan. “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." 20 Ankur PGDM .

▲ USD 5. Chanda Kochhar. India Key people N Vaghul. BSE & NSE.95 billion (US$ 100 billion) at March 31.997.V. Kamath. Savings. Madhabi Puri Banking Insurance Capital Markets and allied industries Loans. Investment vehicles. 3. K.79 billion Rs.Type Founded Private. Industry Products Revenue Total assets 21 Ankur PGDM . Credit Cards. Insurance etc. V Vaidyanathan. Headquarters Bandra Kurla Mumbai. 2008. NYSE 1955 (as Industrial credit and Investment corporation of India) ICICI Bank Ltd. ICICI Bank Towers..

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. covering 6.3 bn) at March 31.40 bn (US$ 569 mn) for the year ended March 31. 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 specialized subsidiaries and affiliates in the areas of investment banking. 25. 20. ICICI Bank Fact Files: Total assets: Rs. ICICI Bank set up its international banking 22 Ankur PGDM . ICICI Bank has financed all the major sectors of the economy.146.070 crores. United Arab Emirates.OVERVIEW ICICI Bank (formerly Industrial Credit and Investment Corporation of India). ICICI had disbursed a total of Rs.880 Abroad Subsidiaries: United Kingdom and Canada Abroad branches: Singapore and Bahrain Representative offices: United States.89 bn (US$ 56. As of March 31. 2006 and profit after tax of Rs. China. venture capital and asset management. and Bangladesh and South Africa.851 projects.513.848 companies and 16. since inception.214 crore (December 31.1.13. 2000. 2006 (Rs. 2005). ICICI Bank has grown from a development bank to a financial conglomerate and has become one of the largest public financial institutions in India. 2004) Network: 530 branches ATMs: Over 1. ICICI Limited was established in 1955 by the World Bank. life and non-life insurance. ICICI Bank is India's second-largest bank with total assets of about Rs. 2.05 bn (US$ 449 mn) for the year ended March 31.200 ATMs. ICICI Bank has a network of about 614 branches and extension counters and over 2.

Indonesia. The Bank is expanding in overseas markets and has the largest international balance sheet among Indian banks. and representative offices in Bangladesh. and 24 million customers (at the end of July 2007). This includes wholly owned subsidiaries in Canada. 9. including an offshore unit in Mumbai. 1. ICICI Bank offers a wide range of banking products and financial services to corporate and retail customers through a variety of delivery channels and specialized subsidiaries and affiliates in the areas of investment banking. Thailand. Mumbai and the National Stock Exchange of India Limited. a network of over 1.29% increase in total income to Rs.014. about 4. ICICI reported a 1. The bank's current and savings account (CASA) ratio increased to 30% in 2008 from 25% in 2007. and its ADRs on the New York Stock Exchange (NYSE). the United Arab Emirates and USA. China.491 branches.) ICICI Bank is also the largest issuer of credit cards in India. venture capital and asset management. the Bank is targeting the NRI (Non-Resident Indian) population in particular. Russia and the UK (the subsidiary through which the hisave savings brand is operated). life and non-life insurance. branches and representatives offices in 18 countries. Bank has total assets of about USD 100 billion (at the end of March 2008).21 crore on a 1. branches in Belgium. (These data are dynamic. Malaysia. Hong Kong and Sri Lanka.15% rise in net profit to Rs.485 ATMs (at the end of September 2008). 22 regional offices and 49 regional processing centers.31 crore in Q2 September 2008 over Q2 September 2007. ICICI Bank now has wholly-owned subsidiaries. South Africa. Overseas. an advisory branch in Dubai.group in fiscal 2002 to cater to the cross border needs of clients and leverage on its domestic banking strengths to offer products internationally.712. ICICI Bank (BSE: ICICI) ( Industrial Credit and Investment Corporation of India) is India's largest private sector bank in market capitalization and second largest overall in terms of assets. offshore banking units in Bahrain and Singapore. ICICI Bank has got its equity shares listed on the stock exchanges at Kolkata and Vadodara. 23 Ankur PGDM .

At June 5. ICICI Bank has formulated a Code of Business Conduct and Ethics for its Directors and employees. ICICI was formed in 1955 at the initiative of The World Bank. South Africa and Bangladesh. In 1999. an equity offering in the form of ADRs listed on the NYSE in fiscal 2000. 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. 24 Ankur PGDM . 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). In the 1990s. ICICI's shareholding in ICICI Bank was reduced to 46% through a public offering of shares in India in fiscal 1998.ICICI Bank currently has subsidiaries in the United Kingdom. ICICI Bank is the most valuable bank in India in terms of market capitalization. Russia and Canada. the Government of India and representatives of Indian industry. and secondary market sales by ICICI to institutional investors in fiscal 2001 and fiscal 2002. Our UK subsidiary has established a branch in Belgium.00 billion (US$ 10. with free float market capitalization of about Rs. 2006. ICICI Bank was originally promoted in 1994 by ICICI Limited. ICICI Bank. both directly and through a number of subsidiaries and affiliates like ICICI Bank.8 billion) ranked third amongst all the companies listed on the Indian stock exchanges. The principal objective was to create a development financial institution for Providing medium-term and long-term project financing to Indian businesses. ICICI Bank's acquisition of Bank of Madura Limited in an all-stock amalgamation in fiscal 2001. United Arab Emirates. branches in Singapore. Bahrain. and was its wholly owned subsidiary. an Indian financial Institution. China. ICICI become the first Indian company and the first bank or financial institution from non-Japan Asia to be listed on the NYSE. 480. Hong Kong. Sri Lanka and Dubai International Finance Center and representative offices in the United States.

25 Ankur PGDM . both wholesale and retail. The merger was approved by shareholders of ICICI and ICICI Bank in January 2002. the Boards of Directors of ICICI and ICICI Bank approved the merger of ICICI and two of its wholly owned retail finance subsidiaries. have been integrated in a single entity. and by the High Court of Judicature at Mumbai and the Reserve Bank of India in April 2002. by the High Court of Gujarat at Ahmadabad in March 2002. Consequent to the merger. strategic investments and Cross holdings among public sector entities. ICICI Personal Financial Services Limited and ICICI Capital Services Limited. the ICICI group's financing and banking Operations. Free float holding excludes all promoter holdings. with ICICI Bank.In October 2001.

and land evaluation are investment banking services offered to corporate clients. Customers are beneficiary from both sides monetary as well as non monetary. I interacted with a a lot of customers and collect their feedback on the given services of company. Project financing. ➢ Play a proactive role in the full realisation of India’s potential. Global trade and cash management transaction services facilitate remittances and receipts across important cities. Mission ➢ We will leverage our people. farm equipment. senior citizen deposit and children depository account are there for individual customer can also avail of their housing. Capital market and custodial services enable business houses to participate in equity trading and transfer across major stock markets of world. recurring. ➢ Maintain high standards of governance and ethics.BUSINESS OBJECTIVES Vision To be the leading provider of financial services in India and a major global bank. speed and financial capital to: be the banker of first choice for our customers by delivering high quality. Personal banking. world-class service. ➢ Product and Services Service and banking of ICICI bank categorized in to personal banking. ➢ Create value for our stakeholders. and feedback are positive response from all point of view. deal assessment. ➢ Contribute positively to the various countries and markets in which we operate. Business banking – Business banking services of ICICI Bank are exhaustive. automobile. The bank targets to add nearly 26 Ankur PGDM . business or personal loan scheme. term deposit.Deposit in form of saving. technology. Customer ICICI bank targets all segment of customer with various types of products and services. Personal client can also invest in mutual funds and participate in stock trading through ICICI bank. business banking and NRI banking services. ➢ maintain a healthy financial profile and diversify our earnings across businesses and geographies. ➢ Expand the frontiers of our business globally.

nearly 24 per cent of our customer transactions are happening through internet. ICICI Bank's Executive Director. $ etc. for the transmission of the information. he said ICICI bank.500. he said. We are primarily targeting our urban customers. who constitute nearly 70 per cent of our total customer-base. numbers and special characters (like! @.000. The lender has also plans to launch 'SMS n Cash' scheme later this week under which ICICI account holders can transfer funds to those who do not have a bank account. ICICI bank uses 128-bit encryption. has above 2 crore customers. 27 Ankur PGDM . The facility. opting for the service can also benefit from the quantum optima facility. To make the password complex and difficult for others to guess. ICICI bank is strongly committed to protecting the privacy of its customers and has taken all necessary and reasonable measures to protect the confidentiality of the customer information and its transmission through the world wide web and it shall not be held liable for disclosure of the confidential information when in accordance with this privacy commitment or in terms of the agreements. The customer would be required to cooperate with ICICI bank in order to ensure the security of the information. if any." Vaidyanathan said. the customers should use combination of alphabets. said here. unless such action is necessary to: ➢ Conform to legal requirements or comply with legal process.). #. with the customers. the customer's system (if configured accordingly) will display an appropriate message ensuring the best level of secrecy for the customer's information. and it is recommended that the customers necessarily choose their passwords carefully such that no unauthorized access is made by a third party. ICICI bank Endeavour’s to safeguard and ensure the security of the information provided by the customer. which also enable customers to transact between an ICICI Bank account and accounts in other banks. The customers should undertake not to disclose their password to anyone or keep any written or other record of the password such that a third party could access it. Customers. which is currently the permitted level of encryption in India. When the information provided by the customers is not transmitted through this encryption. wherein if the balance exceeds Rs 5.000 customers under the new scheme in the next one year and plans to offer auto loans through the new online channel in the future. V Vaidyanathan. ➢ ICICI bank undertakes not to disclose the information provided by the customers to any person. "As of now. presently. The lender opened nearly 470 branches in the last fiscal. is being offered free of cost. the money will automatically be transferred to a fixed deposit scheme.

Max new work life insurance SBI Life insurance. constituents or of other persons.HDFC. is a commercial bank of India. ➢ Enforce the terms and conditions of the products or services. Bharati Axa life insurance .Life Insurance Corporation of India.➢ Protect and defend ICICI bank's or its affiliates rights. Housing Development and Financial corporation(HDFC) etc.There are different types of segment operation semment.SBI.From the investment And service sector HDFC standard life insurance corporation. Competitor The main competitor of is ICICI bank is SBI because this bank is totally taken by government after this bank HDFC bank is the main competitor of ICICI bank . incorporated in August 1994. its affiliates. The Bank was promoted by 28 Ankur PGDM . or its members. or ➢ Act to protect the interests of ICICI bank. investment and services. Axis.The competitor from the operation segment are State Bank of India(SBI).India Infoline are the main competitor of ICICI bank.In demat section India bull. interests or property.In the NRI service section the Western Union bank is the main competitor of ICICI bank. demat and NRI services. after the Reserve Bank of India allowed establishing private sector banks.Reliance Life Insurance Corporation. HDFC Bank Ltd.Anangram.There are some other company who also compete with the ICICI bank After the SBI the HDFC bank is the main competitor of ICICI bank.

measured by the number of branch offices and employees. including products aimed at NRIs.There are some other banks which gives challenging some how in the banking and service sectorthey are: ➢ Allahabad Bank ➢ Andhra Bank ➢ Bank of Baroda ➢ Bank of India ➢ Bank of Maharashtra ➢ Canara Bank ➢ Central Bank of India ➢ Corporation Bank ➢ Dena Bank ➢ IDBI Bank ➢ Indian Bank ➢ Indian Overseas Bank ➢ Oriental Bank of Commerce 29 Ankur PGDM . in 530 cities in India. with over 16000 branches . a premier housing finance company (set up in 1977) of India. the second largest bank in the world. it is a regional banking behemoth. State Bank of India is the largest bank in India. As of September 30. It is also. with the Reserve Bank of India taking a 60% stake.the Housing Development Finance Corporation.500 branches and over 2. has the largest branch network in India. making it the oldest commercial bank in the Indian Subcontinent.82 billion. In 2008. HDFC Bank has 1.[citation needed] The bank traces its ancestry back through the Imperial Bank of India to the founding in 1806 of the Bank of Calcutta.890 ATMs. and all branches of the bank are linked on an online real-time basis.The State Bank Group. and SBI accounts for almost one-fifth of the nation’s loans. It has a market share among Indian commercial banks of about 20% in deposits and advances. SBI has laid emphasis on reducing the huge manpower through Golden handshake schemes and computerizing its operations. With an asset base of $126 billion and its reach.SBI provides a range of banking products through its vast network in India and overseas. and renamed it the State Bank of India. The Government of India nationalised the Imperial Bank of India in 1955. 2008 the bank had total assets of INR 1006. the Government took over the stake held by the Reserve Bank of India.

ICICI Bank has established itself as a one stop solution (Universal Bank) for all financial need of individuals and institutions alike. As far as employee benefits are concerned. It can be owed to the fact that the bank is highly segmented with a lot of overlapping and mostly distinct roles and responsibility. It might not be the best paymaster but it definitely 30 Ankur PGDM .➢ Punjab & Sind Bank ➢ Punjab National Bank ➢ Syndicate Bank ➢ UCO Bank ➢ Union Bank of India ➢ United Bank of India ➢ Vijaya Bank Environment An employer the bank extends a lot of authority along with justified accountability to you. it is only the product that has to be pitched. especially for those who face the external customers. It will extend a fast track growth for those with extraordinary talent at the same time offer stability to those who are able to deliver satisfactorily. You do not have to justify your organization. I would say it’s a lifetime experience to work with such a behemoth organization.This makes the life of an employee a lot easier. processes and infrastructure.Overall. The credit for the same can be attributed to its vast network. The working culture is very collaborative in nature. It will also exhibit its in terms of well laid systems. probably the largest among private sector banks. The organization is sensitive to the needs of its employees as this quality is one of the building blocks (DNA) of the organizational culture. The organization will be giving you enough flexibility to innovate and come-up with new ideas. ICICI Bank offers a lot of financial benefits ranging from your family health insurance to your kids school donations.

Global trade and cash management transaction services facilitate remittances and receipts across important cities. ➢ expand the frontiers of our business globally. business or personal loan scheme. and land evaluation are investment banking services offered to corporate clients. deal assessment. Business banking – Business banking services of ICICI Bank are exhaustive. ➢ create value for our stakeholders. Mission ➢ We will leverage our people. automobile. Customers are beneficiary from both sides monetary as well as non monetary. Product and Services Service and banking of ICICI bank categorized in to personal banking.Deposit in form of saving. I interacted with a a lot of customers and collect their feedback on the given services of company. Capital market and custodial services enable business houses to participate in equity trading and transfer across major stock markets of world.will impress you with its capability as the head master (Principal) of banking industry. The bank targets to add nearly 500. Personal banking. technology. speed and financial capital to: be the banker of first choice for our customers by delivering high quality. term deposit.000 customers under the new scheme in the next one year and plans to offer auto loans 31 Ankur PGDM . BUSINESS OBJECTIVES: Vision To be the leading provider of financial services in India and a major global bank.there are huge competition between the eployee to achieve theo goal. farm equipment. senior citizen deposit and children depository account are there for individual customer can also avail of their housing. and feedback are positive response from all point of view. Project financing. world-class service. business banking and NRI banking services. CUSTOMER ICICI bank targets all segment of customer with various types of products and services. ➢ contribute positively to the various countries and markets in which we operate. recurring. ➢ maintain a healthy financial profile and diversify our earnings across businesses and geographies. ➢ maintain high standards of governance and ethics. ➢ play a proactive role in the full realisation of India’s potential. Personal client can also invest in mutual funds and participate in stock trading through ICICI bank.

HDFC. The customers should undertake not to disclose their password to anyone or keep any written or other record of the password such that a third party could access it. constituents or of other persons. The facility.through the new online channel in the future. V Vaidyanathan. which is currently the permitted level of encryption in India.The competitor from the operation segment are State Bank of India(SBI). opting for the service can also benefit from the quantum optima facility.SBI.In the NRI service section the Western Union bank is the main competitor of ICICI bank. The customer would be required to cooperate with ICICI bank in order to ensure the security of the information. ➢ ICICI bank undertakes not to disclose the information provided by the customers to any person. if any. wherein if the balance exceeds Rs 5." Vaidyanathan said.). Max new work life insurance SBI Life insurance. unless such action is necessary to: ➢ Conform to legal requirements or comply with legal process. has above 2 crore customers. Axis.From the investment And service sector HDFC standard life insurance corporation.Life Insurance Corporation of India. ICICI bank Endeavour’s to safeguard and ensure the security of the information provided by the customer. Housing Development and Financial corporation(HDFC) etc. The lender opened nearly 470 branches in the last fiscal.There are different types of segment operation semment. $ etc. its affiliates.Anangram.India Infoline are the main competitor of ICICI bank. interests or property. numbers and special characters (like! @. ➢ Enforce the terms and conditions of the products or services. When the information provided by the customers is not transmitted through this encryption.000. nearly 24 per cent of our customer transactions are happening through internet. ICICI Bank's Executive Director. ➢ Protect and defend ICICI bank's or its affiliates rights. with the customers.In demat section India bull. Bharati Axa life insurance . the customer's system (if configured accordingly) will display an appropriate message ensuring the best level of secrecy for the customer's information. said here. demat and NRI services. and it is recommended that the customers necessarily choose their passwords carefully such that no unauthorized access is made by a third party. Customers. presently. ICICI bank is strongly committed to protecting the privacy of its customers and has taken all necessary and reasonable measures to protect the confidentiality of the customer information and its transmission through the world wide web and it shall not be held liable for disclosure of the confidential information when in accordance with this privacy commitment or in terms of the agreements. COMPETITOR The main competitor of is ICICI bank is SBI because this bank is totally taken by government after this bank HDFC bank is the main competitor of ICICI bank . the customers should use combination of alphabets.There are some other company who also compete with the ICICI bank After the SBI the HDFC bank is the main competitor of ICICI bank. 32 Ankur PGDM . The lender has also plans to launch 'SMS n Cash' scheme later this week under which ICICI account holders can transfer funds to those who do not have a bank account. is being offered free of cost. which also enable customers to transact between an ICICI Bank account and accounts in other banks. "As of now. he said. We are primarily targeting our urban customers. #. To make the password complex and difficult for others to guess. for the transmission of the information. he said ICICI bank. investment and services. or its members. who constitute nearly 70 per cent of our total customer-base.Reliance Life Insurance Corporation. the money will automatically be transferred to a fixed deposit scheme. ICICI bank uses 128-bit encryption. or ➢ Act to protect the interests of ICICI bank.

the Government took over the stake held by the Reserve Bank of India. including products aimed at NRIs. the second largest bank in the world. it is a regional banking behemoth. The Government of India nationalised the Imperial Bank of India in 1955.500 branches and over 2. SBI has laid emphasis on reducing the huge manpower through Golden handshake schemes and computerizing its operations. after the Reserve Bank of India allowed establishing private sector banks. HDFC Bank has 1.890 ATMs. It is also. in 530 cities in India. with the Reserve Bank of India taking a 60% stake. a premier housing finance company (set up in 1977) of India. making it the oldest commercial bank in the Indian Subcontinent. incorporated in August 1994. State Bank of India is the largest bank in India. with over 16000 branches . In 2008. The Bank was promoted by the Housing Development Finance Corporation. and all branches of the bank are linked on an online real-time basis. and renamed it the State Bank of India.82 billion. It has a market share among Indian commercial banks of about 20% in deposits and advances.The State Bank Group. has the largest branch network in India. 2008 the bank had total assets of INR 1006. measured by the number of branch offices and employees. is a commercial bank of India.SBI provides a range of banking products through its vast network in India and overseas. and SBI accounts for almost one-fifth of the nation’s loans.There are some other banks which gives challenging some how in the banking and service sectorthey are: ➢ Allahabad Bank ➢ Andhra Bank ➢ Bank of Baroda ➢ Bank of India ➢ Bank of Maharashtra ➢ Canara Bank ➢ Central Bank of India ➢ Corporation Bank ➢ Dena Bank ➢ IDBI Bank ➢ Indian Bank ➢ Indian Overseas Bank ➢ Oriental Bank of Commerce ➢ Punjab & Sind Bank ➢ Punjab National Bank ➢ Syndicate Bank ➢ UCO Bank ➢ Union Bank of India ➢ United Bank of India ➢ Vijaya Bank ENVIRONMENT 33 Ankur PGDM . With an asset base of $126 billion and its reach. As of September 30.[citation needed] The bank traces its ancestry back through the Imperial Bank of India to the founding in 1806 of the Bank of Calcutta.HDFC Bank Ltd.

The working culture is very collaborative in nature. I would say it’s a lifetime experience to work with such a behemoth organization. auto ancillary.Among from this software ICICI bank uses the e-banking. Queries could only be run during business hours because the loading of data had to take place during offbusiness hours. ICICI Bank evaluated numerous data warehousing solutions in the pursuit of solving its issues. "What impressed us wasthat even with overall lower costs. due to its proprietary hardware.Overall. During this rigorous testing. pharmaceuticals. maintaining inventory and interacting with suppliers and customers. Sybase IQ delivered faster results on independent hardware and operating systems with minimum infrastructure. SAS and Netezza. chemicals and IT distribution. upgrades and administration was soaring.This makes the life of an employee a lot easier. An ERP package helps a manufacturer or any other business implementing it to manage all the important parts in the company such as product planning. the cost of procurement. the ERP package 34 Ankur PGDM . Commending the improvements achieved.016. The primary criteria for evaluation was the price-to-performance ratio where Sybase IQ emerged the clear winner. It can be owed to the fact that the bank is highly segmented with a lot of overlapping and mostly distinct roles and responsibility.0 and Pinnacle7. probably the largest among private sector banks. ICICI Bank was also dependent on Teradata for support and other activities: The bank was completely tied down to that solution. It will extend a fast track growth for those with extraordinary talent at the same time offer stability to those who are able to deliver satisfactorily. Joint General Manager.An employer the bank extends a lot of authority along with justified accountability to you. but accommodate future growth expectations and business requirements.Orion Advantage . Amit Sethi. The closed box architecture of Teradata imposed restrictions on scalability. so queries may not reflect the most current data. The credit for the same can be attributed to its vast network. It might not be the best paymaster but it definitely will impress you with its capability as the head master (Principal) of banking industry. The organization is sensitive to the needs of its employees as this quality is one of the building blocks (DNA) of the organizational culture. ICICI Infotech officials told a press conference here today that Orion Advantage offered a set of business practice solutions for industry segments such as engineering. This meant that the refresh rate of EDW was delayed. Besides the cost advantage. querying and loading could not happen simultaneously. The organization will be giving you enough flexibility to innovate and come-up with new ideas.there are huge competition between the eployee to achieve theo goal. especially for those who face the external customers. it is only the product that has to be pitched. mobile banking electronic display sy ICICI Bank was using Teradata for its data warehouse. ICICI bank says.ICICI Bank has established itself as a one stop solution (Universal Bank) for all financial need of individuals and institutions alike. parts purchasing. As far as employee benefits are concerned. The ERP package .90 lakh and has a 15user license. we could achieve significantly better query performanceafter implementing the Sybase enterprise warehouse solution. However. core banking. These issues compelled ICICI Bank to look for more efficient and flexible solutions. It will also exhibit its in terms of well laid systems. TECHNOLOGY ICICI use many type of advance technological software like Pinnacle 7. and developed a shortlist of alternatives for its migration proof-of-concept: Sybase." ICICI Infotech today launched an enterprise resource planning (ERP) solution for the small and medium enterprises. processes and infrastructure. Oracle 9i database. Secondly. Windows 2003 server and costs about Rs 9.comes bundled with an HP dual processor Xeon server. ICICI Bank offers a lot of financial benefits ranging from your family health insurance to your kids school donations. The solution would have to address not only current issues. You do not have to justify your organization.

The company is joint venture of ICICI (74%) and UK based company Prudential Plc (26%). improve network and database performance. Managing Director. by Insurance Regulatory and Development Authority on 24th November 2000. through implementation and support. Please contact us to learn how Pinnacle Software Solutions can help you develop “solutions that fit” your enterprise. Orion Advantage could be installed in 45 days. We work with the leading ERP systems. we bring the right combination of resources.K. all of which had failed. That was the advantage ICICI Infotech offered to SMEs as Orion Advantage came bundled and preconfigured.1500 million. Mr.also came pre-configured. Mr Kunkalienkar said that ICICI Infotech planned to move the two development centers in Chennai into a single location and double the staff strength from 300 now in the next two years.2300 million and the paid up capital is Rs.The authorized capital of the company is Rs. Trident Pneumatics Pvt Ltd of Coimbatore. From developing your strategy. human resources. ICICI Prudential Life Insurance Company Limited ICICI Prudential life Insurance Company Limited was incorporated on 20th July 2000. said there was no ERP package for the SMEs that bundled the server. Mr. Manoj Kunkalienkar. 35 Ankur PGDM . including the latest versions of the Oracle and PeopleSoft applications:      General Ledger Accounts Payable Accounts Receivable Purchasing Asset Management      Project Costing Human Resources Payroll Benefits Compensation Our technology management solutions will help you migrate hardware platforms. Kanthi. Deputy General Manager. an insurance package. ICICI Infotech had signed up six customers so far for the package and hoped to garner a 15 per cent market share of the SME segment. The company was granted certificate of registration for carrying business.S. whose number in the country was estimated at 2. develop or refresh policies and procedures.30 lakh. ICICI Infotech had mapped the processes specific to each industry segment into the package. ERP Systems Integration Pinnacle Software Solutions has the expertise and experience to assist you with your enterprise systems integration. and other business systems. Besides the high cost of generic ERP packages. Natarajan. The Chennai centers were involved in research and development of Orion ERP solutions and Premia. we can help you improve your financial. R. or a complete replacement of a legacy application and platform. their implementation time as far as SMEs were concerned was also long. before settling on Orion Advantage. said that small and medium enterprises (SMEs) offered a good market and ICICI Infotech hoped to become a leading solution provider to this segment. said that the company had tried three other ERP packages. electronic mail. Mr. ICICI Infotech. and technical know-how. ICICI Infotech. Whether you are planning an upgrade of an existing ERP system. We will help you successfully integrate your Enterprise Resource Planning (ERP) systems into your overall business and technology infrastructure. K. Executive Director and President. management skillsets. database and operating system right now. one of the companies that had installed Orion Advantage. It commenced commercial operation from 19th December 2000 and becoming a leading private sector life insurance company. and develop sound disaster recovery and backup solutions.

Given the quality of their parentage and the commitment of their team. Danny Bardin Mrs. Chief .Subhedar. Mumbai 400 025. Gupte Mr. focus on service.Sales & Distribution Ms.P. The success of the organisation will be founded on its strong focus on values and clarity of purpose. The company aims to achieve this by striving to provide world class service level trough constant innovation in product.V.iciciprulife. John Caouette Shri S. Rajagopalan. Kevin Wright. Managing Director Management Team Ms. and leveraging our technological expertise.They believe that they can play a significant role in redefining and reshaping the sector.P. distribution channels and technology based delivery. Vision and Mission Their vision is to make ICICI Prudential Life Insurance Company the dominant new insurer in the life insurance industry. Mark Tucker) Smt. Derek Stott. This they hope to achieve through their commitment to excellence. Managing Director Mr. Saugata Gupta. Shri K. Sandeep Batra. Shikha Sharma.Strategic Initiatives Mr. (Alternate Director to Mr. Modi Mr. Mark Tucker Smt. Chief . (Alternate Director to Mr. Mitra. Danny Bardin) Mr. speed and innovation. Lalita D. Shubhro J. 1089.com 36 Ankur PGDM . Shikha Sharma. Chairman Mr. Chief Financial Officer & Company Secretary Mr. Telephone Number: 022-462 1600 Website : www. Appointed Actuary Mr. they feel that tere will be no limits to their growth. Board of Directors The ICICI Prudential Life Insurance Company Limited Board comprises reputed people from the finance industry both from India and abroad. These include: • • • Understanding the needs of customers and offering them superior products and service Building long lasting relationships with their partners Providing an enabling environment to foster growth and learning for their employees And above all building transparency in all our dealings.Marketing & Service Mr. Kamath. Prabhadevi. Chief . Madhavi Soman. Appasahab Marathe Marg.The company recognizes that the driving force for gaining sustainable competitive advantage in this business is superior customer experience and investment behind the brand. Executive Vice President . V. Kalpana Morparia Shri M.Human Resources Corporate Office: ICCI Prulife Towers.

Director Investment Committee  Mr. Chairman  Mr. is one of Canada's oldest property and casualty insurers. insurance claims management and Investment management. Managing Director & CEO Audit Committee  Mr. Director  Ms Kalpana Morparia. Director  Ms Lalita D Gupte. Rakesh Jain. Lombard Canada Ltd. Chairman  Ms. Director  Mr Sandeep Bakhshi. Kalpana Morparia. Appointed Actuary Board Governance Committee 37 Ankur PGDM . reinsurance. Director  Mr. while Fairfax Financial Holdings is a diversified financial corporate engaged in general insurance.N. James F Dowd. Managing Director & CEO  Mr.ICICI Lombard General Insurance Company ICICI Lombard General Insurance Company Limited is a 74:26 joint venture between ICICI Bank Limited and Canada based Fairfax Financial Holdings Limited. Director  Mr Dileep Choksi. Dileep Choksi. Chairman  Mr R Athappan. Board Members  Mr K V Kamath.. Chandran Ratnaswami. S Gopalakrishnan. Director  Mr S Mukherji. Director  Mr. Director  Mr. ICICI Bank is India's second largest bank. Director  Mr James F Dowd. H. a group company of Fairfax Financial Holdings Limited. Director  Mr B V Bhargava. Liyaquat Khan. S Mukherji. Director  Mr Chandran Ratnaswami. Head – Investments  Mr. ICICI Lombard General Insurance Company received regulatory approvals to commence general insurance business in August 2000. Director  Mr H N Sinor. Head-Finance & Accounts  Mr. Sandeep Bakhshi. Sinor.

public liability. Motor Insurance As Motor Insurance is mandatory in India and is governed by the Motor Tariff Act. also help save maximum tax under section 80D and Critical Illness plan . Home. the critical illness cover or the tax gain policy. As the entire buying process is online and is instant. The Home Insurance Policyoffered by ICICI Lombard covers both the structure and the contents of the house. it has been gaining importance. it also covers damage due to terrorist activities. Ms. However. do not give much importance to it. They are known to offer one of the best rates in the market. in the recent years. all these were first introduced by ICICI Lombard. Health Insurance ICICI Lombard is known to be a pioneer in introducing innovative concepts in the Indian health Insurance sector. without any submission of documents or other formalities. There is not much room for innovation in this category. H. Home Insurance Home Insurance is actually one of the most neglected areas in the general insurance category. ICICI Lombard too offers Car Insurance and Two Wheeler Insurance. and the great extent of damage caused to property due to natural calamities and terrorism.where one policy covers the entire family. especially in India. The various plans offered by ICICI Lombard include Family Floater Plan . Kalpana Morparia. Chandran Ratnaswami. people generally opt it for convenience. It was also one of the first general insurance companies in India to have a robust online system in place for buying and renewing policies.a special policy covering a list of critical illnesses. Be it the floater concept. ICICI Lombard health plans also provide coverage against terrorism. the policies offered by various companies are more or less the same. Motor and Travel insurances. loss of cash. temporary resettlement and others. Travel Insurance 38 Ankur PGDM . Sinor. because people in general. You can opt for either of the covers or both. Director  Mr.Health. They also have a basic Personal Accident Plan which covers against accidents.where they cover OPD and dental expenses. Simply. Health Advantage Plus . N. Unlike other policies. Chairperson  Mr. due to the increase in awareness. Director Retail Segment of ICICI Lombard General Insurance : ICICI Lombard's Retail Segment consists of personal insurance products .

Travel insurance is one of the most prominent sector of general insurance, especially overseas travel insurance and student medical insurance. ICICI Lombard offers various options in both the categories. The Overseas Travel Plans and Student Medical Plans offered cover medical and non-medical expenses, including compensation for flights hijacked and pre existing diseases in case of emergency. They charge on a per day basis if the travel is more than 7 days. ICICI Lombard has tied up with United Health Group to facilitate access to all its clinics while in U.S. The Student Medical Plans are accepted in almost universities worldwide. They also have a section in their website, University Search, where one can find specific plans for specific universities. All the above retail policies can be bought online, without any documentation through their website www.icicilombard.com .One can not only buy, but also manage and renew their insurance policies online.

NRI Services
ICICI Lombard has developed insurance policies for Non-resident Indians that can be bought, renewed and tracked online. Parents' Health Insurance covers hospitalization and medical expenses incurred by parents of the policyholder in India. For parents' travelling outside India, ICICI Lombard offers a Parents' Overseas Travel Insurance policy. An NRI can insure his children/ dependents travelling abroad to study, under the Student Medical Insurance plan. Likewise, the Home Insurance and Car Insurance schemes enables an NRI to secure his assets in India.

Channels
Channel is the term used for the various approaches a company uses to tap its customers. ICICI Lombard uses a multi channel approach to ensure the sales, service and other allied activities are carried out in the most effective manner.

Retail
The Retail channel consists of sales executves, sales officers, brokers and agents. They are the one who are in direct contact with the customers and bring the innovative insurance solutions to their doorsteps.

Online
ICICI Lombard has developed a web-based system to meet all the pre and post-policy transaction. One can get quotes, buy, renew and track their policies onlin e through the website [www.icicilombard.com]. With the do-it-yourself architecture, the online channel is fast, convenient, easy to understand and operate.

39 Ankur PGDM

Technology
ICICI use many type of advance technological software like Pinnacle 7.0 and Pinnacle7.016.Among from this software ICICI bank uses the e-banking, core banking, mobile banking electronic display sy ICICI Bank was using Teradata for its data warehouse. However, due to its proprietary hardware, the cost of procurement, upgrades and administration was soaring. The closed box architecture of Teradata imposed restrictions on scalability. Secondly, querying and loading could not happen simultaneously. Queries could only be run during business hours because the loading of data had to take place during offbusiness hours. This meant that the refresh rate of EDW was delayed, so queries may not reflect the most current data. ICICI Bank was also dependent on Teradata for support and other activities: The bank was completely tied down to that solution. These issues compelled ICICI Bank to look for more efficient and flexible solutions. The solution would have to address not only current issues, but accommodate future growth expectations and business requirements. ICICI Bank evaluated numerous data warehousing 40 Ankur PGDM

solutions in the pursuit of solving its issues, and developed a shortlist of alternatives for its migration proof-of-concept: Sybase, SAS and Netezza. The primary criteria for evaluation was the price-to-performance ratio where Sybase IQ emerged the clear winner. During this rigorous testing, Sybase IQ delivered faster results on independent hardware and operating systems with minimum infrastructure. Commending the improvements achieved, Amit Sethi, Joint General Manager, ICICI bank says, "What impressed us wasthat even with overall lower costs, we could achieve significantly better query performanceafter implementing the Sybase enterprise warehouse solution." ICICI Infotech today launched an enterprise resource planning (ERP) solution for the small and medium enterprises. The ERP package - Orion Advantage - comes bundled with an HP dual processor Xeon server, Oracle 9i database, Windows 2003 server and costs about Rs 9.90 lakh and has a 15user license. An ERP package helps a manufacturer or any other business implementing it to manage all the important parts in the company such as product planning, parts purchasing, maintaining inventory and interacting with suppliers and customers. ICICI Infotech officials told a press conference here today that Orion Advantage offered a set of business practice solutions for industry segments such as engineering, auto ancillary, pharmaceuticals, chemicals and IT distribution. Besides the cost advantage, the ERP package also came pre-configured. ICICI Infotech had mapped the processes specific to each industry segment into the package. Mr. Manoj Kunkalienkar, Executive Director and President, ICICI Infotech, said that small and medium enterprises (SMEs) offered a good market and ICICI Infotech hoped to become a leading solution provider to this segment. Mr. R.K. Kanthi, Deputy General Manager, ICICI Infotech, said there was no ERP package for the SMEs that bundled the server, database and operating system right now. That was the advantage ICICI Infotech offered to SMEs as Orion Advantage came bundled and preconfigured. Besides the high cost of generic ERP packages, their implementation time as far as SMEs were concerned was also long. Orion Advantage could be installed in 45 days. ICICI Infotech had signed up six customers so far for the package and hoped to garner a 15 per cent market share of the SME segment, whose number in the country was estimated at 2.30 lakh. Mr. K.S. Natarajan, Managing Director, Trident Pneumatics Pvt Ltd of Coimbatore, one of the companies that had installed Orion Advantage, said that the company had tried three other ERP packages, all of which had failed, before settling on Orion Advantage. 41 Ankur PGDM

we bring the right combination of resources.Mr Kunkalienkar said that ICICI Infotech planned to move the two development centers in Chennai into a single location and double the staff strength from 300 now in the next two years. 42 Ankur PGDM . we can help you improve your financial. and develop sound disaster recovery and backup solutions. develop or refresh policies and procedures. and other business systems. Whether you are planning an upgrade of an existing ERP system. We work with the leading ERP systems. ERP Systems Integration Pinnacle Software Solutions has the expertise and experience to assist you with your enterprise systems integration. The Chennai centers were involved in research and development of Orion ERP solutions and Premia. improve network and database performance. management skillsets. including the latest versions of the Oracle and PeopleSoft applications:      General Ledger Accounts Payable Accounts Receivable Purchasing Asset Management      Project Costing Human Resources Payroll Benefits Compensation Our technology management solutions will help you migrate hardware platforms. or a complete replacement of a legacy application and platform. human resources. an insurance package. Please contact us to learn how Pinnacle Software Solutions can help you develop “solutions that fit” your enterprise. through implementation and support. From developing your strategy. electronic mail. We will help you successfully integrate your Enterprise Resource Planning (ERP) systems into your overall business and technology infrastructure. and technical know-how.

pharmaceuticals. India’s second-largest bank with total assets of about US$ 56. 2006) and market capitalization of about USD 10. Over the years. ICICI Venture is a subsidiary of ICICI Bank.8 bn (June 2006).3 bn (March 31. 43 Ankur PGDM . media and retail thereby delivering value consistently to its investors.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. biotechnology. ICICI Venture has built an enviable portfolio of companies in the sectors of information technology.

which is a member of the National Association of 44 Ankur PGDM . Kolkata. ICICI Securities has a U. A significant portion of the fund’s corpus is also from International development financial institutions and international funds. Our wholly owned subsidiary. M&A and Equity Capital Markets win.S. the largest private sector bank in India and operates out of Mumbai with offices in New Delhi. ICICI SECURITIES – India’s Leading Investment Bank ICICI Securities Limited is India’s leading full service investment bank with a Dominant position in all segments of its operations .Corporate Finance.ICICI Venture has the distinction of managing a large number of exits in the Country. ICICI Securities Inc. New York. buys and sells equities for our institutional clients. Emphasis on value creation and performance evaluation matrices enable ICICI Venture to extract superior returns from its investments. Chennai. The Corporate Finance team has consistently been among the top players in M&As and fund raising from domestic and international capital markets. The Corporate Finance team tops the M&A/Capital markets league tables regularly. ICICI Securities continues to grow as reflected in its performance over the past couple of years. It is a subsidiary of ICICI Bank. 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. ICICI Brokerage Services Limited (IBSL). With over 100 liquidity events. Fixed Income and Equities. London and Singapore. ICICI Venture has a wide network of third party investors. which include Domestic investors such as public sector banks. The company has over 40 qualified professionals with experience across sectors and functions. subsidiary.S. the organization has reaped rich Experience and is well positioned to handle IPOs. strategic sale and/or mergers. The capabilities of the team. 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 is a major Indian brokerage house and its research covers over 90% of Sensex market capitalization.Mukherji. financial institutions and Insurance companies.. structure of the organization. The Equities team was adjudged as the ‘Best Indian Brokerage House-2003’ by Asia money. Under the able leadership of Mr. Managing Director and CEO.

ICICI Securities Inc. 15. ICICI Prudential was the first life insurer in India to receive a National Insurer Financial Strength rating of AAA (Industry) from Fitch ratings. Today. Total capital infusion stands at Rs. in a span of just over eight years. 2006). ICICI Prudential Life Insurance Company is a joint venture between ICICI Bank-one of India's foremost financial services companies-and Prudential plc. a well-known and trusted name in financial services in India. (NASD).60 crores (as of March 31.85 billion. 18 banc assurance partners and 200 corporate agent tie-ups. As a result of this membership. Inc. is also registered with the Financial Services Authority. 23559. has forged a position of preeminence in the Indian Mutual Fund industry as one of the largest asset management companies in the country with assets under management of Rs. with ICICI Bank holding a stake of 74% and Prudential plc holding 26%. our nation-wide team comprises nearly 120. The Company manages a comprehensive range of schemes to meet the varying investment needs of its investors spread across 68 cities in the country. These activities include dealing in securities markets transactions in the United States and providing research and investment advice to US investors. Prudential ICICI Asset Management Company.a leading international financial services group headquartered in the United Kingdom. ICICI 45 Ankur PGDM . ICICI Securities Inc. securities markets. For three years in a row. 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.S. PRUDENTIAL LIFE INSURANCE India's Number One private life insurer. We began our operations in December 2000 after receiving approval from Insurance Regulatory Development Authority (IRDA). one of UK's largest players in the insurance & fund management sectors and ICICI Bank.000 insurance advisors.Securities Dealers. can engage in permitted activities in the U.

The company was granted certificate of registration for carrying business. The success of the organisation will be founded on its strong focus on values and clarity of purpose. Corporate Office: ICCI Prulife Towers. we continue to tirelessly uphold our commitment to deliver world-class financial solutions to customers all over India.1500 million. The company is joint venture of ICICI (74%) and UK based company Prudential Plc (26%).The authorized capital of the company is Rs. As we grow our distribution. product range and customer base.They believe that they can play a significant role in redefining and reshaping the sector. speed and innovation. Given the quality of their parentage and the commitment of their team. Prabhadevi. they feel that tere will be no limits to their growth. This they hope to achieve through their commitment to excellence. focus on service. Mumbai 400 025. Vision and Mission Their vision is to make ICICI Prudential Life Insurance Company the dominant new insurer in the life insurance industry. 46 Ankur PGDM . distribution channels and technology based delivery. It commenced commercial operation from 19th December 2000 and becoming a leading private sector life insurance company. and leveraging our technological expertise. These include: • • • Understanding the needs of customers and offering them superior products and service Building long lasting relationships with their partners Providing an enabling environment to foster growth and learning for their employees And above all building transparency in all our dealings.2300 million and the paid up capital is Rs. The company aims to achieve this by striving to provide world class service level trough constant innovation in product. by The Economic Times . The company recognizes that the driving force for gaining sustainable competitive advantage in this business is superior customer experience and investment behind the brand. ICICI Prudential life Insurance Company Limited was incorporated on 20th July 2000. by Insurance Regulatory and Development Authority on 24th November 2000.Prudential has been voted as India's Most Trusted Private Life Insurer. 1089.AC Nielsen ORG Marg survey of 'Most Trusted Brands'. Appasahab Marathe Marg.

ICICI Bank is India's second largest bank. ICICI Bank is India's second largest bank. Be it the floater concept. ICICI Lombard General Insurance Company Limited is a 74:26 joint venture between ICICI Bank Limited and Canada based Fairfax Financial Holdings Limited. ICICI Lombard General Insurance Company received regulatory approvals to commence general insurance business in August 2000. while Fairfax Financial Holdings is a diversified financial corporate engaged in general insurance. It was also one of the first general insurance companies in India to have a robust online system in place for buying and renewing policies. Retail Segment of ICICI Lombard General Insurance : ICICI Lombard's Retail Segment consists of personal insurance products .Health. the critical illness cover or the tax gain policy. insurance claims management and Investment management. Motor and Travel insurances. insurance claims management and investment management.iciciprulife. reinsurance. a group company of Fairfax Financial Holdings Limited. Home. is one of Canada's oldest property and casualty insurers. reinsurance. Lombard Canada Ltd. Lombard Canada Ltd. a group company of Fairfax Financial Holdings Limited. ICICI Lombard General Insurance Company received regulatory approvals to commence general insurance business in August 2001. 47 Ankur PGDM .com 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. all these were first introduced by ICICI Lombard. Health Insurance ICICI Lombard is known to be a pioneer in introducing innovative concepts in the Indian health Insurance sector.Telephone Number: 022-462 1600 Website : www. while Fairfax Financial Holdings is a diversified financial corporate engaged in general insurance. is one of Canada's oldest property and casualty insurers.

it also covers damage due to terrorist activities.The various plans offered by ICICI Lombard include Family Floater Plan . people generally opt it for convenience. The Home Insurance Policyoffered by ICICI Lombard covers both the structure and the contents of the house. especially overseas travel insurance and student medical insurance. in the recent years. The Overseas Travel Plans and Student Medical Plans offered cover medical and non-medical expenses. ICICI Lombard too offers Car Insurance and Two Wheeler Insurance. ICICI Lombard has tied up with United Health Group to facilitate access to all its clinics while in U. They are known to offer one of the best rates in the market. do not give much importance to it. You can opt for either of the covers or both.where they cover OPD and dental expenses. and the great extent of damage caused to property due to natural calamities and terrorism. Travel Insurance Travel insurance is one of the most prominent sector of general insurance. They charge on a per day basis if the travel is more than 7 days. temporary resettlement and others. including compensation for flights hijacked and pre existing diseases in case of emergency. the policies offered by various companies are more or less the same. They also have a basic Personal Accident Plan which covers against accidents. 48 Ankur PGDM . it has been gaining importance. Motor Insurance As Motor Insurance is mandatory in India and is governed by the Motor Tariff Act. loss of cash. public liability. However.a special policy covering a list of critical illnesses. due to the increase in awareness. also help save maximum tax under section 80D and Critical Illness plan . As the entire buying process is online and is instant.where one policy covers the entire family. University Search. Simply. ICICI Lombard health plans also provide coverage against terrorism. There is not much room for innovation in this category. The Student Medical Plans are accepted in almost universities worldwide. because people in general. Health Advantage Plus . Unlike other policies. Home Insurance Home Insurance is actually one of the most neglected areas in the general insurance category. They also have a section in their website. especially in India. without any submission of documents or other formalities. where one can find specific plans for specific universities.S. ICICI Lombard offers various options in both the categories.

NRI Services ICICI Lombard has developed insurance policies for Non-resident Indians that can be bought. One can get quotes. convenient. Likewise. With the do-it-yourself architecture.All the above retail policies can be bought online. An NRI can insure his children/ dependents travelling abroad to study. ICICI Lombard uses a multi channel approach to ensure the sales. easy to understand and operate. renewed and tracked online. They are the one who are in direct contact with the customers and bring the innovative insurance solutions to their doorsteps.com . Retail The Retail channel consists of sales executves.icicilombard. ICICI Lombard offers a Parents' Overseas Travel Insurance policy.One can not only buy. buy. Online ICICI Lombard has developed a web-based system to meet all the pre and post-policy transaction. brokers and agents. without any documentation through their website www. under the Student Medical Insurance plan. 49 Ankur PGDM . but also manage and renew their insurance policies online.com]. the Home Insurance and Car Insurance schemes enables an NRI to secure his assets in India.icicilombard. Channels Channel is the term used for the various approaches a company uses to tap its customers. Parents' Health Insurance covers hospitalization and medical expenses incurred by parents of the policyholder in India. For parents' travelling outside India. service and other allied activities are carried out in the most effective manner. sales officers. the online channel is fast. renew and track their policies online through the website [www.

CRM Innovative Technology Application Derived Economies of Scale Reduced Transaction Cost Improve cost efficiency. 50 Ankur PGDM . increased standard of living. In correlation with the growth of the economy. And world also converted into the flat from the globe. Today there are different channels are available for the banking transactions. rising income levels. And there are create competition between the private We can see that the how technology gives the best results in the below diagram. As we know that Information Technology plays the vital role in the each and every industries and gives the optimum return from the limited resources. Private sector banks are today used the latest technology for the different transaction of day to day banking life.Technology Used in ICICI Bank In the era of globalization each and every sector faced the stiff competition from their rivals. Banks are service industries and today IT gives the innovative Technology application to Banking industries. Cross sell Provide new or superior products The country’s middle class accounts for over 320 million people. more and more changes are taking the part into it. New technology changed the mind of the customers and changed the queue concept from the history banking transaction. sector banks and public sector bank. After the policy of liberalization and RBI initiatives to take the step for the private sector banks. and affordability of banking products are promising factors for continued expansion. ICICI BANK is the leader in the industries and today IT and ICICI BANK together combined they reached the sky. Centralized Processing Units Electronic Straight Through Processing Data Warehousing . These type of technology gives the freedom to retail customers. in a year 2001 (2%) and in the year 2008 (25%). There are drastically changes seen in the use of Internet banking.

ICICI Bank Product & Customer Segment: PERSONAL BANKING Loan Product • • • • • • • • • • • • • • • 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 Construction Equipment Finance Health Care Finance Education Loan Gold Loan Cards • • • Credit Card Debit Card Prepaid Card • • • • • Deposit Product Saving a/c Current a/c Fixed deposit Demat a/c Safe Deposit Lockers Investment & Insurance • • • • • • • Mutual Fund Bonds Knowledge Centre Insurance General and Health Insurance Equity and Derivatives Mudra Gold Bar Payment Services • • • • • • • • • • NetSafe Merchant Prepaid Refill Billpay Visa Billpay InstaPay DirectPay VisaMoney Transfer e–Monies Electronic Funds Transfer Online Payment of Direct Tax Access To Bank • NetBanking • OneView • InstaAlert MobileBanking • ATM • Phone Banking • Email Statements • Branch Network -------------------------------Forex Services -------------------------------• Product & Services • Trade Services • Forex service Branch Locater • RBI Guidelines WHOLESALE BANKING 51 Ankur PGDM .

Corporate • • • • Funded Services Non Funded Services Value Added Services Internet Banking • • • • • Small and Medium Enterprises Funded Services Non Funded Services Specialized Services Value added services Internet Banking Financial Institutions and Trusts BANKS • Clearing Sub-Membership • RTGS – submembership • Fund Transfer • ATM Tie-ups • Corporate Salary a/c • Tax Collection Financial Institutions Mutual Funds Stock Brokers Insurance Companies Commodities Business Trusts NRI SERVICES Accounts & Deposits • • • • • Rupee Saving a/c Rupee Current a/c Rupee Fixed Deposits Foreign Currency Deposits Accounts for Returning Indians • • • • • • • Remittances North America UK Europe South East Asia Middle East Africa Others Quick remit IndiaLink Cheque LockBox Telegraphic/ Wire Transfer Funds Transfer Cheques/DDs/TCs Investment & Insurances • • • • Mutual Funds Insurance Private Banking Portfolio Investment Scheme Payment Services • • NetSafe BillPay • • • • • • Loans Home Loans Loans Against Securities Loans Against Deposits Gold Credit Card Access To Bank NetBanking OneView 52 Ankur PGDM .

• • • • InstaPay DirectPay Visa Money Online Donation • • • • • InstaAlert ATM PhoneBanking Email Statements Branch Network PRODUCT ICICI Bank offers wide variety of Deposit Products to suit your requirements. Select any of our deposit products and provide your details online and our representative will contact you for Account Opening. Coupled with convenience of networked branches/ ATMs and facility of E-channels like Internet and Mobile Banking. ICICI Bank brings banking at your doorstep. 53 Ankur PGDM .

SAVING ACCOUNTS ICICI Bank offers you a power packed Savings Account with a host of convenient features and banking channels to transact through. Liquidity and Returns!!!! A combination of unbeatable features of the Fixed Deposit from ICICI Bank. So now you can bank at your convenience. That's why we have an ideal Banking Service for those who are 60 years and above. 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. The Senior Citizen Services from ICICI Bank has several advantages that are tailored to bring more convenience and enjoyment in your life. 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. but we make banking a pleasure and at the same time children learn how to manage their personal finances. without the stress of waiting in queues SENIOR CITIZEN SERVICES We understand that as you reach the age to retire. YOUNG STARS It's really important to help children learn the value of finances and money management at an early age. Flexibility. Through 54 Ankur PGDM . FIXED DEPOSITS Safety. RECURRING DEPOSITS When expenses are high. Banking is a serious business.

Tie-ups with all leading automobile manufacturers to ensure the best deals. Network of more than 1500 channel partners in over 780 locations.Doorstep Service.affordability and higher earnings HOME LOAN The No. ICICI Bank Home Loans offers some unbeatable benefits to its customers . ICICI Bank Personal Loans are easy to get and absolutely hassle free. Extend product. COMMERCIAL VEHICLE LOANS Range of services on existing loans & extended products like funding of new vehicles. It's really easy! PERSONAL LOANS If you're looking for a personal loan that's easy to get. With minimum documentation you can now secure a loan for an amount up to Rs. So you enjoy twin advantages. 1 Home Loans Provider in the country. Flexible schemes & quick processing. 55 Ankur PGDM . top up on existing loans. balance transfer on high cost loans. your search ends here.ICICI Bank Recurring Deposit you can invest small amounts of money every month that ends up with a large saving on maturity. working capital loans & other banking products. Hassle-free application process on the click of a mouse. 15 lakhs CAR LOAN The NO 1 financier for car loans in the country. refinance on used vehicles. Simplified Documentation and Guidance throughout the Process.

global emergency assistance service.000 merchants in India and 13 million merchants worldwide. Pound Sterling or Swiss Francs. take ICICI Bank Travel Card. Offers the Pin based security. DEBIT CARDS The ICICI Bank Debit Card is a revolutionary form of cash that allows customers to access their bank account around the clock. These benefits range from life time free cards. FARM EQUIPMENT LOANS Preferred financier for almost all leading tractor manufacturers in the country. Monthly. convenience and a range of benefits. Euro. TRAVEL CARD Presenting ICICI Bank Travel Card. The Hassle Free way to Travel the world. The ICICI Bank Debit Card can be used for shopping at more than 100. Comfortable repayment tenures from 1 year to 9 year CREDIT CARDS ICICI Bank Credit Cards give you the facility of cash. anywhere in the world. Has the convenience of usage of Credit or Debit card. Looking for security and convenience.TWO WHEELER LOANS Avail attractive schemes at competitive interest rates from the No 1 Financier for Two Wheeler Loans in the country. repayable in convenient repayment options and comfortable tenors from 6 months to 36 months. Quarterly and Half-yearly repayment patterns to choose from. Ride home on your Dream Two Wheeler with our hassle free finance. around the world. Issued in duplicate. Flexible repayment options in tandem with the farmer's seasonal liquidity. Traveling with US Dollar. PRE PAID CARDS 56 Ankur PGDM . travel discounts and much more. Insurance benefits. Finance facility up to 90% of the On Road Cost of the vehicle. discounts. utility payments.

disbursements. 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. ICICI Bank pre-paid cards are a safe & convenient way for associate payments. 2003 Low risk. Along with Deposit products and Loan offerings. 57 Ankur PGDM .ICICI Bank brings to you a complete bouquet of pre-paid cards providing payment solutions at your fingertips. Investments s At ICICI Bank. gifting & small ticket transactions. NSE GOI Bonds 8% Savings Bonds (Taxable). 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. 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. 2004 You can invest in above products through any of our branches.com) ICICI Bank Bonds All ICICI Bank Bonds have been rated "AAA" by CARE and "LAAA" by ICRA indicating the highest degree of safety for your money All Investment in ICICI Bank Tax Saving Bonds issued up to March 2005 are eligible for tax rebate under Sec 88 to the full extent possible Bonds are listed on BSE. we care about all your needs. Reasonable investment tenure. For select products ICICI Bank also provides the ease of investing through electronic channels like ATMs and Internet (ICICIdirect.

You can take the aid of our various research reports on mutual funds and their schemes before choosing a scheme for investment. Child education Schemes etc. At ICICI Bank we will help you identify an appropriate mix of Mutual Fund schemes for your portfolio using asset allocation strategies. Investors can choose any particular Fund/Scheme or mix of Funds/Schemes depending upon their perception towards risk. Mutual Fund Companies offer various schemes. Selection of Securities for the purpose is done by specialists from the field. Mutual Funds Investments are subject to Market Risks. you can invest in Mutual Funds through following channels. This may include the following types of funds: Debt: Liquid schemes. Sector Schemes. ICICI Bank Branches ICICIdirect. CA. G-sec schemes. Types of Funds Sold We will help you determine which types of funds you need to meet your investment goals. Mutual Funds Mutual Funds pool money of various investors to purchase a wide variety of securities while pursuing a specific goal.com Dedicated workforce to serve you Before being deputed.Pension Schemes. Equity: Diversified Equity Schemes. Investment is done on the basis of prevailing Net Asset Values of various schemes.MBA. Through ICICI Bank you can invest in various schemes of multiple mutual funds with decent performance record. Special Schemes . Returns generated are distributed to the Investors. With ICICI Bank. Interest income taxable. Cannot be traded in secondary market. Index Schemes etc. they receive thorough instructions in financial planning skills and techniques. Monthly Income Schemes etc. Hybrid Funds: Balanced Schemes. Throughout their careers officers also attend programs to update their skills. Income schemes. 58 Ankur PGDM . and CFA etc.Nomination facility available. ICICI Bank offers investment in Mutual Funds through Multiple Channels. All officers in charge of Mutual Funds are certified professionals by AMFI (Association of Mutual Funds in India) Many of these officers also hold professional degrees like . ICWA. our officers complete a comprehensive training program and. once deputed.

8g. get in-depth analyses of new IPOs issues (Initial Public Offerings) which are about to hit the market. 59 Ankur PGDM . gold is available in 2. prospectus/offer documents and live prices will help you keep on top of the IPO markets.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. Also. 5g. the Gold market remains largely unorganized with reliability and convenience remaining the key issues for gold buyers in the country. 20g and 50g categories. by taking care of the two key components Reliability and Convenience. IPO calendar.icicidirect. recent IPO listings.5g. Reliability 24 Carat ICICI Bank Pure Gold is imported from Switzerland. Whether its Foreign Currency. Convenience ICICI Bank Pure Gold is competitively priced based on daily prices in the international bullion market. India. In fact. ICICI Bank Foreign Exchange Services is a one-stop solution to your foreign exchange requirement.hassle-free and with zero paper work.99% Assay Certification. ICICI Bank Pure Gold Gold has been traditionally the most favored form of investment for Indians. However. Currently.IPO: You can invest in IPOs online through www. as per international standards. FOREX Services ICICI Bank's Foreign Exchange Services will help you organize your foreign exchange in the most hassle free manner.com with same convenience of investing in equities . signifying highest level of purity. This Gold carries a 99. even today is amongst the highest consumers of Gold in the world. Travelers Cheques or Travel Card.

Economic.T. Political-legal. Socio-cultural 2) Micro Environment: Customers. analysis of ICICI BANK Introduction to SWOT Analysis. The overall evaluation of the company’s Strength.W. Distributors. Competition.S. Opportunities and Threats is called as SWOT Analysis. The external environment consists of two parts: 1) Macro Environment: Demographic. Weakness. STRENGTH Ankur PGDM WEAKNESSES 60 . Suppliers. The external environment analysis of any business will give you the opportunities and threats facing the business. The Internal Environment Analysis will give you the strength and weakness of the business. Technology.O.

• • • • • • • • Right strategy for the right products. Customer training. etc Management cover insufficient. competitors. New specialist applications. Opportunities • • • • • Profit margins will be good. • An applied research centre to create opportunities for developing techniques to provide added-value services. Could extend to overseas broadly. career development • • • • • • Threats Legislation could impact. opportunities on an industry-wide 61 Ankur PGDM . Fast-track basis. High volume/low cost market is intensely competitive. Sectoral growth is constrained by low unemployment levels and competition for staff service staff need accreditations. High degree of customer satisfaction. Great risk involved Very high competition prevailing in the industry. Processes and systems. Vulnerable to reactive attack by major competitors Lack of infrastructure in rural areas could constrain investment. Good place to work Lower response time with efficient and effective service. Could seek better customer deals. Great Brand Image Products have required • • • • • Some gaps in range for certain sectors. Dedicated workforce aiming at making a long-term career in the field. Superior customer service vs.

Internet shopping 2) Meet the information needs of the customers in a better way. An opportunity can take many forms. Some of them are: 1) Buying process made easy.Opportunity Matrix A Marketing opportunity is an area of interest in which a company can perform profitably. 62 Ankur PGDM . 3) A company can customize the product which was originally offered in standard form.

Although the success probability is on the lower side still the attractiveness is on the higher side. The opportunities falling under the second quadrant should be tapped only after the success of the opportunities in the first quadrant. 63 Ankur PGDM .The opportunities that fall under the first quadrant are higher on the side of success probability and also on the attractiveness. so the company should tap those opportunities as early as possible.

The opportunities in the third quadrant are less important as compared to the opportunities in the first and second quadrant. The opportunities in the fourth quadrant are negligible as the success probability and attractiveness both are on the lower side 64 Ankur PGDM . Although the attractiveness is on the lower side but the success probabilities of these opportunities are on the higher side.

The company should keep a backup plans for these threats as this can also affect the profitability of the company. The Threats falling under the first quadrant are harmful to the progress of the firm. An Environmental Threat is a challenge posed by an unfavourable trend or development. 65 Ankur PGDM . The Threats coming under the third quadrant are less serious as compared to the threats in the first and second quadrant. Their occurrence probability and also the seriousness is on the higher side. In the absence of any defensive marketing action these threats may lead to deterioration in sales and indirectly in the profits of the company. The Threats under the fourth quadrant are negligible as the probability occurrence and seriousness both are on the lower side of the matrix.Threat Matrix. Therefore the company should take immediate actions against these threats. although the probability occurrence is on the lower side. The Threats falling under the second quadrant are also very harmful as their seriousness of these threats is on the higher side.

STRENGHTS 66 Ankur PGDM .

67 Ankur PGDM . [D-Mart is a dematerialized account opened by a salaried person sale of shares of different companies. The ATM centers of ICICI bank works even after 11:00pm. of services i. 8-8 services to the customers. All the computerized machines are located in suitable manner & are very useful to the customers & staff of the bank. They provide faster services along with bonding & personal relationship with the customers. 6) Late night ATM services: ICICI bank provides late night ATM services to the customers. This service is one of it’s kind & is very helpful for the customers who are in urgent need of money. at night in certain branches.1) Online Services: ICICI Bank provides online services of all it’s banking facilities.e. for purchase & Weakness 1) High Bank Service Charges: ICICI bank charges highly to customers for the services provided by them when compared to other bank & that is why it is only in the reach of higher class of society. It also provides D-Mart account facilities on-line. Banking services: Compared to other bank ICICI bank provides long hrs.] 2) Advanced Infrastructure: Branches of ICICI Bank are well equipped with advanced technology to provide the customers with taster banking services. proper sitting arrangements to the customers. 3) Friendly Staff: The staff of ICICI Bank in all branches is very friendly & help the customers in all cases. And there are also proper Ventilation & sanitary facilities for the employees of the bank. so a person can access his account from anywhere he is. 4) 12 hrs. 5) Other Facilities to the Customers & Employees: ICICI Bank also provides other facilities like drinking water facilities.

limited period.2) Less Credit Period: ICICI bank provides credit facilities but only upto may annoy them. Even when the credit period is not over it sends reminder letters to the customers which OPPORTUNITIES 68 Ankur PGDM .

Such students will surely prove as an asset to the bank. HDFC also provide equivalent facilities like ICICI do and also ICICI do not have consistency in its international operation. Bank like CITI Bank. 2) Increase in percentage of Returns on increase: The bank should provide higher returns on deposits in comparison of the present situation. HSBC. But this falls in the 4th quadrant so the bank should neglect it. Standered Chartered. That means the bank can have a tie-up with a insurance company. THREATS 1) Competition: ICICI Bank is facing tight competition locally as well as internationally. funding towards natural calamities. The bank will advertise & promote the different policies introduced by the insurance company & convince their customers to buy insurance policies. 69 Ankur PGDM . ABM. 3) Recruit professionally guided students: Bank & Insurance is a special non-aid course where the students specialize in the functioning & services of the bank & also are knowledge about various tax policies. The bank can recruit these students through tie-ups with colleges. This will also upto large extent help the bank earn profits & popularity. 4) Associate with social cause: The bank can also associate itself with social causes like providing relief aid patients.1) Bank –Insurance services: The bank should also provide insurance services.

70 Ankur PGDM .2) Net Services: ICICI Bank provides all kind of services on-line. The decisions made by different managers are diverse and any one wrong decision can laid to heavy losses to the bank. RESEARCH METHODOLOGY Data Collection Techniques: This project consists of two parts. This creates problems to the less educated people. 3) Decentralized Management: Each branch manager is given the authority of taking decisions in their respective branches. 4) No Proper Facilities to Uneducated customers: ICICI Bank provides all services through electronic computerized machines. But this threat falls in the 4th quadrant so its negligible. The company can avoid this threat. The confidential information of the customers can be leaked easily through the e-mail ids. There can be easy access to the e-mail ids of the customers through wrong people.

This secondary information has been sourced from the internet and from business related magazines and newspapers. Also this method allowed the use of skills gained in class. the sampling technique employed was Convenience Sampling. Customer satisfaction occurs when the perception of the reward from the purchase of goods or 71 Ankur PGDM .The first part is a study of the banking industry. The second part of the study has been done using an exploratory research process and a structured questionnaire was developed for this purpose. 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. 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. It is the perception of the customer that the outcome of a business transaction is equal to or greater than his/her expectation. The reason I used this method is because a need was felt for the free influx of information about the products. Sample Design: The population considered for the purpose of the survey was people residing in Delhi and the National Capital Region (NCR). I administered the questionnaires. ICICI Bank using secondary data sources. 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. Sample Size: I have restricted the sample size to 50 respondents. For the collection of primary data this was the only method used.

and loyalty are: Employees must adhere to a rigid chain of command Employees are closely supervised Conflict—in whatever form—is not allowed Rewards are based on carrot-and-stick principles Wrong objectives are measure. or ultimate customer. or even totally disregard it. or what. At this point. In fact. Fleiss 2 and Feldman 3 present examples of that delightfulness in their writings. We want to know what our customers Want? We want to know if our customers are satisfied. We want to know the payoff of the transaction both in the short and long term. we talk about creativity. does the organization have to do to gain not only the sale but also the loyalty of the customer. 72 Ankur PGDM . The perception is a consequence of matching past purchase and consumption experience with the current purchase. some of us minimize it. satisfaction. Satisfaction. We must also understand the strategy for customer service quality. we fail. it is worth emphasizing that a customer can be the immediate. Some of the issues that will guarantee failure in sales. means that what we delivered to a customer met the customer’s Approval. intermediate. We must understand customer expectation levels concerning quality. and next we must understand the measurement and feedback cycles of Customer satisfaction. and so on. We want to know if customers are delighted and willing to come Back. Of course. The customer is the person or unit receiving the output of a process on the system. 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. Customer Service and Satisfaction: When we talk about customer service and/or satisfaction. As important as delightfulness is.services by the customer meets or exceeds his/her perceived sacrifice. Fleiss has written about Ben and Jerry’s ice cream and Feldman has discussed excellence in a cab ride.

I expect to be treated courteously by all airline personnel. 73 Ankur PGDM . or a process or processes. however. When I went to the hospital. And I went to the bank expecting the bank teller to be friendly. Expectations are much higher than for levels 1 and 2. but just before we shook hands to close the deal. not only treated me with respect and answered all my questions about my new mortgage. Expectations are a step higher than that of level 1 and they require some form of satisfaction through meeting the requirements and/or specifications.Also. to be in some pain after it was done. fly to my destination. Level 3. and expectations. must have. But I was surprised when they called me at home the next day to find out how I was doing. wants. 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. and to receive a correct bill. or take it for granted. and land safely. a customer may be a person or persons. is when the customer is satisfied with a product/service that meets the customer’s needs. representing the bank holding my mortgage. There are at least three levels of customer expectations about quality: Level 1. For example. Level 3 requires some kind of delightfulness or a service that is so good that it attracts me to it. I expected staff to treat me with respect and they carefully explained things to me. and helpful with my transactions. an airline gives passengers traveling coach class the same superior food service that other airlines provide only for first-class passengers. informative. Customer satisfaction. Level 2. I expect the airline to be able to take off. the bank officer. I once took a flight where the flight attendants actually baked cookies for us right there on the plane. Expectations are very simple and take the form of assumptions. For example. In fact. to be out on the same day. For example. he gave me a housewarming gift. I went to the hospital expecting to have my hernia repaired. And at my house closing.

client. Beat the competition. Reduce costs.Customer satisfaction surveys help to: Improve customer. Retain or gain market share. React quickly to changes in the market. or employee loyalty. 74 Ankur PGDM . Increase revenue. Identify and capitalize on opportunities.

to achieve higher operating standards. Ensuring that our advertising and promotional literature is clear and not misleading Ensuring that you are given clear information about our products and services. Encourage market forces. Foster confidence in the banking system To Help You To Understand How Our Financial Products And Services Work By: Giving you information about them in any one or more of the following languages: Hindi. which apply to them. through competition. Promote a fair and cordial relationship between you and your bank. the terms and conditions and the interest rates/service charges. what are their financial implications and whom you can contact for addressing you queries . English or the appropriate local language. how you can avail of the benefits. To Help You Use Your Account Or Service By: Page | 75 Ankur PGDM . Giving you information on what are the benefits to you.COMPANY’S EFFORT TO ENSURE SATISFACTION OF CUSTOMERS: 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.

over the phone. Looking on our website.or Referring to the service guide/Tariff Schedule. charges or terms and conditions. through ATMs.Providing you regular appropriate updates. Information You can get information on interest rates. tell you if we offer products and services in more than one way [for example. on the Internet. Phoning our branches or help-lines. Page | 76 Ankur PGDM . give you information on any type of products and services which we offer and that may suit your needs. in branches and so on] and tell you how to find out more about them. Keeping you informed about changes in the interest rates. common fees and charges through any one of the following: Looking at the notices in our branches . Asking our designated staff/help desk . 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.

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. for us to comply with legal. regulatory and internal policy requirements. Marketing and Sales We will make sure that all advertising and promotional material is clear. and not misleading. Page | 77 Ankur PGDM . 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. from time to time. 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.tell you what information we need from you to prove your identity and address. If we avail of the services of third parties for providing support services. we shall take appropriate steps to investigate and to handle the complaint and to make good the loss. We may. Advertising. communicate to you various features of our products availed by you. 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. Information about our other products or promotional offers in respect of our products/services. 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 any advertising in any media and promotional literature that draws attention to banking service or product and includes a reference to an interest rate.

Data Analysis Page | 78 Ankur PGDM . and shall be guided by the following principles and policies.Privacy and Confidentiality We will treat all your personal information as private and confidential [even when you are no longer a customer].

1. WHICH OF THE FOLLOWING ATTR IBUTES COMPELLED YOU To MOST OPEN SAVING ACCOUNT IN ANY BANK? 2:-Which TYPE OF SERVICE PREFERS THE MOST by you? 3:-Which of following banks do you have account? 4:-WHAT TYPE OF ACCOUNT DO YOU HAVE IN BANK? 5:-How many services offered by your banks have been Used By you? 6:-How would you know about these services? 7:-What the people think about the Banks? Page | 79 Ankur PGDM .

8:-What a respondent see in purchase of new plan from Banks? 9:-Is ICICI Bank Provide better facilities than SBI & HDFC Bank? 10:-Do you know what type of value added services provide by ICICI BANKS? 11:-How would you rate product offered ICICI Bank than other? Rating Very Good 5 Good 4 Moderate 3 Less 2 Poor 1 12:-How would you rate product service / product vs. cost by ICICI Bank? 13:-How would you divide 100 points on the basis of service provide by ICICI Bank? Page | 80 Ankur PGDM .

Page | 81 Ankur PGDM .representative offices in USA. NRI services include money transfer through Money2India. Singapore . Britain and Russia . UAE. Bangladesh. It has branches all over India and even in smaller towns in South India after the takeover of Bank of Madurai. China. It offers a platform for online share trading through ICICI Direct and insurance services ICICI Prudential. South Africa and branches in Bahrain. Canada in Canada. The bank also has foreign subsidiaries like ICICI bank.14:-How would you rate services offered by ICICI Bank? COMPARISON OF ICICI WITH SBI ICICI bank is the largest private sector bank in India and the second largest commercial bank in India. which offer better foreign exchange rates for lower amounts compared to other services.

you have to visit the branch. the bank charges the recipient Rs 100 (+ service tax) per deposit. the system is slow. the ICICI bank customers were not informed about the revision in the charges. You can only deposit cash in your own account at the ATM. enter CRN and TPIN. customers sometimes have to wait for 15-20 minutes on some days. their online bank statement does not indicate the branch at which the amount is deposited. At locations where ICICI bank does not have a branch. These warrants can Page | 82 Ankur PGDM . between 6 pm .m to 8 p. who receive the dividend warrant payable in major cities only. For savings account. Just after office hours . For outstation cheques. for depositing cash into a third party account. you will get an envelope for depositing cash. all ICICI bank branches in India are networked. You have to select the deposit cash option. during working hours to get this information. For additional cash deposits.m from Monday to Saturday. the queue at the ATMs is very long. Very often. Since ICICI bank was established after 1991 it offers online banking where you can check the balance in your account any time.00 a.7. irrespective of the amount deposited. When the bank implemented this change. You can access your account from any ICICI bank branch in India. Also they have very convenient bank timings and are open for 12 hours from 8. ICICI bank charges a minimum of Rs 30 (+ service tax) for savings accounts . The interface for savings accounts is much better and user friendly compared to that for their roaming current account However. so you have to hold on for 10 minutes. When you deposit a cheque at their branch. up to 3 cash deposits per quarter (3 months) at the non base branch can be made at no cost. Anyone can also deposit cash/local cheque in your account at any branch of ICICI bank. You have to contact phone banking.30 pm. The information is available in the email statement sent to you the next day. which you can then fill in the details and deposit it back. to access the ATM.Like most private sector banks. unlike other banks like HDFC bank. This is very inconvenient for account holders in small towns. they will readily give you a stamped acknowledgement for deposit.

For an AQB of more than Rs 500000 (fixed deposit + savings account balance). you will have to split the fixed deposit and visit the branch on 2 different days. We had given a cheque with the fixed deposit form . Making a new Fixed Deposit with ICICI bank for current accounts is extremely time consuming. The account is opened at a branch which is convenient for the employer. providing this facility is no longer profitable for the bank. but extremely inconvenient for the employee. they also deduct an additional service tax.be for small amounts like Rs 20. With the decline in interest rates for loans. Since withdrawals of amounts more than Rs 25000 are subject to cash withdrawal tax. If your AQB is more than Rs 100000. The form for making the application was sent along with the monthly bank statement. where a fixed amount is added to your fixed deposit every month. You can alternately open a recurring deposit. who are forced by their employers to open an account with ICICI bank to receive their salary. For non maintenance of average quarterly balance. 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. you get a free at par chequebook. Many of the ICICI bank customers are salary account holders. They have discontinued the auto sweep-in facility (earlier called Quantum Optima). not only do they deduct Rs 750 from your balance. the minimum AQB required is zero and you retain the account even after you leave the job. but the bank officer insisted that we Page | 83 Ankur PGDM . especially when compared to HDFC bank. ICICI bank is probably the only bank in India where they will not accept a ICICI bank cheque for making a fixed deposit. They will insist that you withdraw cash from your account for making the FD. You now have to give an application at the branch if you wish to continue with this facility now. where the amount in savings accounts was automatically converted into a fixed deposit. if it exceeded Rs 15000. For savings account customers if you send an email asking for clarifications. for larger amounts . For salary accounts. If want any clarification or information. it is usually answered after a week. you are eligible for private banking services.

6% of the amount deposited immediately by cash. PPF accounts are one of the few savings instruments which offer a high tax free interest rate of 8% per year. you will get interest for the month. Many branches of State Bank of India are computerized. As of March 2006. The agents copy has to be given to the agent and he will give part of the commission. though your account may be debited at a later date. he will pay you back. State Bank of Hyderabad. (RBI) the central bank of India does have an office. She said she would fill the form for us.0.State Bank of Indore. Usually larger the amount. In places where the Reserve Bank of India. a part of the commission he receives from the bank. State Bank of Saurashtra.15 am to 2pm (Monday-Friday You can open a public provident fund (PPF) account at any State Bank of India branch. Earlier financial services Page | 84 Ankur PGDM .5% . If you deposit a cheque in your PPF account on the 5th of the month. but she did not select the options which were initially indicated. So you can get back 0. SBI has one of the largest network of ATMs in the Asia Pacific region. for example the Powai. but is likely to decrease in future. SBI carries out many of its functions. SBI holding in these banks varies from 74% to 100% . The pay-in slip for PPF has 3 sections . All deposits made on or before 5th of a month earn interest for the entire month. Mumbai branch of State Bank of India is open between 10. If you know an agent who is registered with that particular branch of State Bank .depositors copy. State Bank of Mysore and State Bank of Travancore are the seven subsidary banks of SBI. causing further problems for us. State Bank of Patiala. SBI timings vary according to location. The interest is credited to the account at the end of the accounting year in India. State Bank of Bikaner and Jaipur . the higher the commission paid back by the agent (it is negotiable) . (SBI) is the largest public sector bank in India SBI has branches and ATMs all over India.pay cash. details of which are available at their website. agents copy and bank copy.

25% . If an account is inactive for a long time. Since SBI offers a variety of banking services. the Reserve Bank of India takes over all clearing operations. you can either use a withdrawal slip or cheque. they have a verification process. like frequent flyer miles offered by airlines. For cash withdrawals. However. their branches are usually very crowded. These points can be redeemed later. The minimum amount that can be invested in one year is Rs 500 and maximum amount is Rs 70000. which may take a long time. When SBI employees go on strike. 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. State Bank of India does not charge any fee for reactivation. No withdrawals are allow till 6 years after account opening and one withdrawal is allowed per year there after. would also give a commission of 0. but they have stopped in the last 2 years. Users of this credit card can get back up to 10% of ticket fare as railway points.firm like Blue-chip in Mumbai. The information is recorded and processed in the central server. Also no fixed rate loans will be available for periods more than 10 years. These changes have come into effect from March 1. sales tax can be done at SBI branches. However. SBI Railway Visa Card allows booking of railway tickets online at the Indian Railways website at zero transaction charges. It offers rebate under section 80C and the interest is tax free under section 10C. Payment of income tax. State Bank of India has increase home loan interest rates by 25-75 basis points. 2006. As of March 2006. This investment has a lock in period of 15 years. advance tax. Foreign currency drafts can also be obtained at the branches. banking operations are affected since SBI has nearly 30% of the total customers of banks in India. Page | 85 Ankur PGDM . it is implemented in 10 branches of SBI in Mumbai.

Nepal. USA. sales tax. Strategy: Outsource Customer Care & other E-Helps. and Bhutan Sri Lanka. Nigeria. UK. Canada. All government taxes like income tax. These are useful for foreign trade transactions like opening of Letter of Credit COMPETITIVE SWOT ANALYSIS WITH ICICI BANK STRENGTHS O P P O R T U N I T I E S S – O Strategies Strength: Large Capital base. State Bank of India has 52 foreign offices in 34 countries including Australia. WEAKNESSES W – O Strategies Weakness: Workforce Responsiveness. Opportunity: Market Expansion.Cheques/DD drawn on SBI was not cleared due to the strike. service tax can be paid at any branch of SBI. Strategy: Deep Penetration into Rural Market. Page | 86 Ankur PGDM . Opportunity: Outsourcing of Non – Core Business. Bahrain. Bangladesh.

9. 3. Banks. There is separate counter for NRI services.S – T Strategies T H R E A T S Strength: Low operating costs Threat: Increased Competition from others Pvt. Strategy: Consider additional benefits FINDINGS. 4. The marketing strategy of the bank is very attractive. The bank always tries to attract customers with innovative offers.000 for a day. 00. Strategy: Steps to Ensure Loyalty by old Customers. 10. The limit of cash vault is Rs. 8. The registers and files are maintained on a daily basis. W – T Strategies Weakness: Not Equal to International Standards. 2. 5. SUGGESTIONS & CONCLUSION Findings: 1. 7. The registers are maintained in a well organized manner. The officials employed are very much enthusiastic about their job. Page | 87 Ankur PGDM quantity of . 6. The officials try to make best relation with the customers. It was found from the study that bank believes in quality service rather than service. Threat: Entry of many Foreign Banks.

11. 16. The ratio of interest expenses to total funds shows an increase in Value in ICICI Bank whereas in SBI interest expences shows a Rising mode. Operating expences to total income shows a decresing trend in ICICI bank whereas it was on the rising side in SBI. Interest income to total funds shows rising mode in ICICI whereas In SBI more or less it remains at the level. Both the banks has shown better utilization of cash portfolio 14. ICICI and SBI credit deposit ratio is on the side though ICICI banks show a little decreasing trend to the exten of 2. 19. Both the bank investment deposit ratio is on the declining trend 13.24 % Over mar2007 _ mar 2008. The ratio of Non Interest income remains the same for ICICI for The past 2 Years whereas in SBI at shows a decline. The stock witness some selling pressure in the coming days in ICICI Bank . 20. 17. 15. Page | 88 Ankur PGDM . 18. The continuation pattern negates immediate bearish momentum on the stock and it's advisable to buy at declines. Short term investor can initiate a buy above 500 with a target of 560 570. Other Income ratio remains fluctuation in both the banks. ICICI bank Interest expences to interest earned remains the same Over 2 Years whereas SBI shows reduction.10. The bank is very keen to implement 5's plan in all its branch. 12.

2.Will. benefit immensely form a Page | 89 Ankur PGDM . 1· ICICI as a player focused on maintaining and /or improving Market share in positive operating Environment. 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.SUGGESTIONS A. Best play in a buoyant environment Favorable macro. particularly retail lending. key business segments. buoyant Market related revenues and a benign environment for asset quality. in our view. Expectations is on the procyclical benefit .To continue and hence profitability of legacy lending to be sustained At levels seen earlier. ICICI is viewed as it is benefited from the procyclicality effect of The economic cycle as its borrowers in the legacy project financing Activity witnessed their debt servicing ability increasing considerably.

the bank's NIM will Likely show improvement. Buoyant environment to sustain the contribution from market -related revenues is expected and hence the operating profitability. Strong pricing power and a balance sheet that is significantly Biased towards retail lending buffers ICICB's profitability from Potential shocks in the bank's funding cost. 8. increasing penetration of life insurance and improving operating efficiency. however. Increasing contribution from strategic investments Yet another driver 1. Market Has rewarded both strategies: ICICIB's broad-based strategy allows capturing value across the Value chain in a customer segment. but about Their respective operating metrics and growth conditions. like other large players in the private sector. 4. B.15% to ICICIB's operating revenues and have boosted its preprovision RoAA. The life insurance business of ICICIB has been incurring losses On an accounting basis due to continued investment in expznding The scale and scope of the business. Negotiating higher subvention form manufacturers of cutting Distribution costs. 7. The life insurance business is Believed in creating wealth for its shareholders through market Share gains. and ICICIB. 5. but we recommend buy ICICIB for growth Reasons and not for the relative valuation appeal. ICICB has an adverse mismatch profile between assets and Liabilities. The value accruing from subsidiaries to be 17% of ICICIB's Current marke capitization. ICICIB enjoys a dominant market position across customer Categories in retail lending.The strong market position and robust Demand for consumer financing vests significant pricing power With ICICIB is believed either by allowing a hike in lending rats. Market related revenues is believed to contribute 14% . Page | 90 Ankur PGDM . 6. This to rise to 20% of ICICIB's target Price over the next 12 months is expected with banking and life Insurance being the key drivers.3. 2. enjoys Favorable conditions arising from a restrictive regulatory/policy Environment towards new entrants and foreign banks and slow Pace of reforms for state-owned banks is believed. Pricing power in consumer financing segment profitability Against potential shocks. This phenomenon to play out through FY1002E and FY2009E is expected. It is not so much about ICICIB versus HSFC or HDFCB. In line with consensus. High volatility in interest rates could adversely effect Profitability in the short term. as the back book gets Reprised at new lending rates upon maturity.

ICICI have toupgrade and constantly think of new innovative customized packages and services to remain competitive. For ICICI.whether to implement E-banking or not given the global and competitive nature of the economy. these businesses is Believed to hold significant upside potential as they achieve scale Economies. The invasion of banking by technology has created an information age and commoditization of banking services.S The asset management and venture capital fund of ICICB makes A negligible contribution currently. Conclusion Thus. ICICI have come to realize that survival in the new e-economy depends on delivering some or all of their banking services on the Internet while continuing to support their traditional Page | 91 Ankur PGDM . the click of the mouse offers customers banking services at a much lower cost and also empowers them with unprecedented freedom in choosing vendors for their financial service needs. ICICI has been able to use technology to provide value-added service to its customers during the last few years. To day. 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 (Annual report. E-banking has become a necessary survival weapon and is fundamentally changing the banking industry worldwide.3. however. technology is an integral part of their business. 2000 –01). No country today has a choice. However.

nseindia.com Economic times Business world Page | 92 Ankur PGDM .infrastructure. Bibliography www.com www.com www.moneycontrol. The rise of E-banking is redefining business relationships and the most successful banks will be those that can truly strengthen their relationship with their customers.rbi. the international scope of E-banking provides new growth perspectives and Internet business is a catalyst for new technologies and new business processes.google.com www.icicibank.in www.org. Without any doubt.

I shall be very thankful to give your few minutes to me for answering my few questions below.Confidential Questionnaire Dear SIR/MADAM. I am conducting survey on ICICI. Name: _____________________________________ Add: ________________________________________ Contact no: ____________________________________ Gender Male Female E-mail Id : _______________________________________________________ Age Group: 18—25 25—35 35— 45 45—55 55+ Occupation: Journalist Student Professional Retired Person Technical expert Other. please specify: Income: ≤ 1 laces laces +10 laces 1—3 laces 3—5 laces 5—7 laces 7—10 Page | 93 Ankur PGDM .

1:-WHICH OF THE FOLLOWING ATTRIBUTES COMPELLED YOU MOST TO OPEN BANK? (a) ATM cum DEBIT Cards (b) Cheque Book (c) Internet Banking/ Phone Banking (D) Working Hours (e) Value Added Services 2:-Which TYPE OF SERVICE PREFERS THE MOST by you? (a) ATM SERVICE (b) INTERNET BANKING (c) MOBILE BANKING (d) CORE BANKING (e) Retail Banking

3:-Which of following banks do you have account? (a) ICICI Bank (b) SBI Bank (c) HDFC BANK (D) Axis Bank (e) Other Pls specify __________________

4:-WHAT TYPE OF ACCOUNT DO YOU HAVE IN BANK? (a) Saving Page | 94 Ankur PGDM

(B) Current (c) Fixed (d) NRI (e) Others Pls specify ________________________________________ 5:-How many services offered by your banks? (a) D-Mat A/C (b) Mutual Funds (c) e-Instructions (d) LI & GI (e) Digitally Signed Statement

6:-How would you know about these services? (a) Advertisements (b) Friends and Relatives (c) Direct Selling Agents (d) Others Pls specify _______________

7:-What the people think about the Banks? (a) Necessity for protection security (b) Imposition of a burden of expenses (c) A compulsory tool for SAVING (d) Others Pls specify ________________

Page | 95 Ankur PGDM

8:-What a respondent see in purchase of new plan from Banks? (a) Standing and goodwill of the company (b) Product range of the company (c) Advertisement being released by the company (d) Services being given by the company 9:-Is ICICI Bank Provide better facilities than SBI & HDFC Bank? (a) Yes (b) No (c)Can`t Say 10:-Do you know what type of value added services provide by ICICI BANKS? (a)-Young star (b)-Senior citizen (c)-Pre paid card (d)-Recurring deposits (e)-other 11:-How would you rate product offered ICICI Bank than other? Low 1 – 2 – 3 – 4 – 5 High

12:-How would you rate product service / product vs. cost by ICICI Bank? Low 1- 2 -3 -4 -5 High

13:-How would you divide 100 points on the basis of service provide by ICICI Bank? (a)-Less formality (b)-Flexibility (c)-Less documentation (d)-others Page | 96

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

Page | 97 Ankur PGDM .

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