Management Thesis - II Final Report On A Comparative study of customer services in ICICI and SBI.

Submitted by M.J.VIDHYAA II YEAR MBA INC KEELKATTALAI

Under the Guidance of DR.J.GAYATRI FACULTY GUIDE INC KEELKATTALAI

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ICFAI National college, KEELKATTALAI
(Certificate from Faculty Supervisor)

CERTIFICATE

This is to certify that the Management Thesis titled “A Comparative study of

customer services in ICICI and SBI” submitted by M.J.VIDHYAA Enroll
No: 7NBCT011 during Semester IV of the MBA Program (The Class of 2009) embodies original work done by him/her. Signature of the Faculty Supervisor Name (in Capitals) Designation Campus
: MRS.DR.J.GAYATHI

: Faculty Member - Marketing
: KEELKATTALAI

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Table of contents

Chapter 1: Introduction

07 - 33

1.1 Overview of banking Industry 1.2 Company Profile 1.3 Research objective 1.4 Review of literature 1.5 Key Words Chapter 2: Research Methodology 2.1 Sampling Design 2.2 Pilot Study 2.3 Research Methodology 2.4 Limitations of the Study Chapter 3: Data Analysis and Interpretation Chapter 4: Findings, Recommendations and Conclusion Chapter 5: Appendices

7 13 31 31 32 34 – 37 35 36 37 37 38 - 81 82 - 85 86 - 91

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ACKNOWLEDGEMENT

I am grateful to thank our Campus Head MR.R.Srinivasan for giving me this great opportunity to do my project. I also extent my thanks to.Dr.J.Gayatri, faculty guide who has given me moral support to do my project work. I also extend my thankfulness to my beloved parents and friends for their continuous encouragement at every moment.

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VIDHYAA) (7NBCT011) Faculty Guide 5 .J.DECLARATION I here by declare that the project entitled “A Comparative study of customer services in ICICI and SBI” has been completed by me. (M. I assure that this project is unique and has not been reproduced or copied from any other soures.

INTRODUCTION 6 .

relegating it to commercial banking functions. all three of which were established under charters from the British East India Company. which started in 1786. This was one of the three presidency banks. Central banking is the responsibility of the Reserve Bank of India. After India's independence in 1947. and the Bank of Hindustan. which. the other two being the Bank of Bombay and the Bank of Madras. a government-owned bank that traces its origins back to June 1806 and that is the largest commercial bank in the country. Indian merchants in Calcutta established the Union Bank in 1839.1 OVERVIEW OF THE BANKING INDUSTRY: Banking in India originated in the last decades of the 18th century.27 public sector banks (that is with the Government of India holding a stake). the public sector banks hold over 75 percent of total assets of the banking industry. The three banks merged in 1925 to form the Imperial Bank of India. but it failed in 1848 as a consequence of the economic crisis of 1848-49. as did their successors. the Reserve Bank was nationalized and given broader powers. upon India's independence. The first banks were The General Bank of India. which almost immediately became the Bank of Bengal. the government nationalized the six next largest in 1980. In 1969 the government nationalized the 14 largest commercial banks.000 branches and 17. The oldest bank in existence in India is the State Bank of India. established in 1865 and still functioning today. When the American Civil War 7 . became the State Bank of India. Early history: Banking in India originated in the last decades of the 18th century.1. which originated in the Bank of Calcutta in June 1806. with the private and foreign banks holding 18. Currently. a rating agency. 29 private banks (these do not have government stake. According to a report by ICRA Limited. The Allahabad Bank.000 ATMs. The oldest bank in existence in India is the State Bank of India. both of which are now defunct. is the oldest Joint Stock bank in India.2% and 6. they may be publicly listed and traded on stock exchanges) and 31 foreign banks. For many years the Presidency banks acted as quasi-central banks.5% respectively. India has 88 scheduled commercial banks (SCBs) . which in 1935 formally took over these responsibilities from the then Imperial Bank of India. They have a combined network of over 53.

The presidency banks dominated banking in India but there were also some exchange banks and a number of Indian joint stock banks. in the 1860s. and another in Bombay in 1862. Punjab National Bank is the first Swadeshi Bank founded by the leaders like Lala Lajpat Rai. mainly due to the trade of the British Empire. Bank of Baroda. Indians had established small banks. industrial and other infrastructure had improved. branches in Madras and Pondicherry. concentrated on financing foreign trade. This segmentation let Lord Curzon to observe. followed. the Indian economy was passing through a relative period of stability. banking in India remained the exclusive domain of Europeans for next several decades until the beginning of the 20th century. then a French colony. in 1895 in Lahore and Bank of India.The fervour of Swadeshi movement lead to establishing of many private banks in Dakshina Kannada 8 . The exchange banks. in Mumbai . We are like some old fashioned sailing ship. The depositors lost money and lost interest in keeping deposits with banks. and so became a banking center. mostly owned by Europeans. most of which served particular ethnic and religious communities. most of the banks opened in India during that period failed. Calcutta was the most active trading port in India. the market expanded with the establishment of banks such as Punjab National Bank. Indian joint stock banks were generally under capitalized and lacked the experience and maturity to compete with the presidency and exchange banks. Around five decades had elapsed since the Indian Mutiny." By the 1900s. particularly in Calcutta.stopped the supply of cotton to Lancashire from the Confederate States. A number of banks established then have survived to the present such as Bank of India. promoters opened banks to finance trading in Indian cotton. Indian Bank. Foreign banks too started to arrive. Around the turn of the 20th Century. All these banks operated in different segments of the economy. The Swadeshi movement in particular inspired local businessmen and political figures to found banks of and for the Indian community. "In respect of banking it seems we are behind the times. The Comptoire d'Escompte de Paris opened a branch in Calcutta in 1860. Subsequently. Canara Bank and Central Bank of India. and the social. With large exposure to speculative ventures. Corporation Bank.both of which were founded under private ownership. divided by solid wooden bulkheads into separate and cumbersome compartments. Sardar Dyal Singh Majithia. in 1906.

and Udupi district which were unified earlier and known by the name South Canara ( South Kanara ) district. and two years thereafter until the independence of India were challenging for Indian banking. Lakhs) Paid-up Capital (Rs. Hence undivided Dakshina Kannada district is known as "Cradle of Indian Banking". The years of the First World War were turbulent. At least 94 banks in India failed between 1913 and 1918 as indicated in the following table: Years Number of banks that failed Authorized capital (Rs. From World War I to Independence: The period during the First World War (1914-1918) through the end of the Second World War (1939-1945). and it took its toll with banks simply collapsing despite the Indian economy gaining indirect boost due to war-related economic activities.Four nationalised banks started in this district and also a leading private sector bank. Lakhs) 1913 12 274 35 1914 42 710 109 1915 11 56 5 1916 13 231 4 1917 9 76 25 1918 7 209 1 9 .

This changed with the nationalization of major banks in India on 19 July. described the step as a "masterstroke of political sagacity. and inspect the banks in India. India's central banking authority. and the Industrial Policy Resolution adopted by the government in 1948 envisaged a mixed economy. 1969. control. and no two banks could have common directors. The major steps to regulate banking included: • In 1948. the 10 ." The Banking Regulation Act also provided that no new bank or branch of an existing bank could be opened without a license from the RBI. banks in India except the State Bank of India. Thereafter. despite these provisions. 1969. continued to be owned and operated by private persons. and it became an institution owned by the Government of India. Indira Gandhi. and the GOI issued an ordinance and nationalized the 14 largest commercial banks with effect from the midnight of July 19. In 1949. a national leader of India. control and regulations." Within two weeks of the issue of the ordinance. her move was swift and sudden. At the same time. India's independence marked the end of a regime of the Laissez-faire for the Indian banking. • • However. the Banking Regulation Act was enacted which empowered the Reserve Bank of India (RBI) "to regulate. the Indian banking industry has become an important tool to facilitate the development of the Indian economy. it has emerged as a large employer. Jayaprakash Narayan. This resulted into greater involvement of the state in different segments of the economy including banking and finance. paralyzing banking activities for months. the Reserve Bank of India." The paper was received with positive enthusiasm. was nationalized. thethen Prime Minister of India expressed the intention of the GOI in the annual conference of the All India Congress Meeting in a paper entitled "Stray thoughts on Bank Nationalization. and a debate has ensued about the possibility to nationalize the banking industry. The Government of India initiated measures to play an active role in the economic life of the nation. Nationalization: By the 1960s.Post-independence: The partition of India in 1947 adversely impacted the economies of Punjab and West Bengal.

The next stage for the Indian banking has been setup with the proposed relaxation in the norms for Foreign Direct Investment. the then Narsimha Rao government embarked on a policy of liberalization. the nationalized banks grew at a pace of around 4%. These came to be known as New Generation techsavvy banks. Liberalization: In the early 1990s.Go home at 4) of functioning. Chidambaram. A second dose of nationalization of 6 more commercial banks followed in 1980. Bankers. Later on.Lend at 6%. government banks. where all Foreign Investors in banks may be given voting rights which could exceed the present cap of 10%. The nationalized banks were credited by some. private banks and foreign banks. The new policy shook the Banking sector in India completely.Parliament passed the Banking Companies (Acquisition and Transfer of Undertaking) Bill. UTI Bank(now re-named as Axis Bank). The new wave ushered in a modern outlook and tech-savvy methods of working for traditional banks. namely. It was the only merger between nationalized banks and resulted in the reduction of the number of nationalized banks from 20 to 19. including Home minister P. licensing a small number of private banks. were used to the 4-6-4 method (Borrow at 4%. in the year 1993. which has seen rapid growth with strong contribution from all the three sectors of banks.at present it has gone up to 49% with some restrictions. revitalized the banking sector in India. along with the rapid growth in the economy of India. ICICI Bank and HDFC Bank. 11 . 1969. People not just demanded more from their banks but also received more. till this time. and included Global Trust Bank (the first of such new generation banks to be set up). the government merged New Bank of India with Punjab National Bank.All this led to the retail boom in India. With the second dose of nationalization. The stated reason for the nationalization was to give the government more control of credit delivery. After this. the GOI controlled around 91% of the banking business of India. until the 1990s. and it received the presidential approval on 9 August. to have helped the Indian economy withstand the global financial crisis of 2007-2009. which later amalgamated with Oriental Bank of Commerce. closer to the average growth rate of the Indian economy. This move.

mortgages and investment services are expected to be strong. strong and transparent balance sheets relative to other banks in comparable economies in its region. Indian banks are considered to have clean. vehicle and personal loans. There are press reports that the banks' loan recovery efforts have driven defaulting borrowers to suicide. In recent years critics have charged that the non-government owned banks are too aggresive in their loan recovery efforts in connection with housing. The stated policy of the Bank on the Indian Rupee is to manage volatility but without any fixed exchange rate-and this has mostly been true.Currently (2007). In March 2006. especially retail banking. The Reserve Bank of India is an autonomous body. With the growth in the Indian economy expected to be strong for quite some time-especially in its services sector-the demand for banking services. One may also expect M&As. product range and reach-even though reach in rural India still remains a challenge for the private sector and foreign banks. with minimal pressure from the government. This is the first time an investor has been allowed to hold more than 5% in a private sector bank since the RBI announced norms in 2005 that any stake exceeding 5% in the private sector banks would need to be vetted by them. the Reserve Bank of India allowed Warburg Pincus to increase its stake in Kotak Mahindra Bank (a private sector bank) to 10%. 12 . and asset sales. In terms of quality of assets and capital adequacy. takeovers. banking in India is generally fairly mature in terms of supply.

credit cards and insurance.1. SBI has a vast domestic network of over 9000 branches (approximately 14% of all bank branches) and commands one-fifth of deposits and loans of all scheduled commercial banks in India. the Bank of Bengal and two other Presidency banks (Bank of Madras and Bank of Bombay) were amalgamated to form the Imperial Bank of India.2 Company Profile of SBI: State Bank of India (SBI) is India's largest commercial bank. The eight banking subsidiaries are: 1-State Bank of Bikaner and Jaipur (SBBJ) 2-State Bank of Hyderabad (SBH) 3-State Bank of India (SBI) 4-State Bank of Indore (SBIR) 5-State Bank of Mysore (SBM) 6-State Bank of Patiala (SBP) 7-State Bank of Saurashtra (SBS) 8-State Bank of Travancore (SBT) The origins of State Bank of India date back to 1806 when the Bank of Calcutta (later called the Bank of Bengal) was established. primary dealership in government securities. the controlling interest in the Imperial Bank of India was acquired by the Reserve Bank of India and the State Bank of India (SBI) came into existence by an act of Parliament as successor to the Imperial Bank of India. In 1955. 13 . fund management. In 1921. factoring services. The State Bank Group includes a network of eight banking subsidiaries and several non-banking subsidiaries offering merchant banking services.

when the Bank of Calcutta. If one measures by the number of branch offices and employees. and were the result of the royal charters. which was renamed the State Bank of India on 30 April 1955. with the Reserve Bank of India taking a 60% ownership stake. changing the attitude of its employees (through an ambitious programme aptly named 'Parivartan' which means change) as a large number of employees are very rude to customers. All these Presidency banks had been incorporated as joint stock companies. 14 . SBI's International Banking Group delivers the full range of cross-border finance solutions through its four wings . and named the reorganized banking entity the Imperial Bank of India. the Foreign Department and the International Services division. international and NRI products and services. With an asset base of $126 billion and its reach.the Domestic division. enacted by the Parliament of India. State Bank of India (SBI) (LSE: SBID) is the largest bank in India. computerizing its operations and 3).Today. later renamed the Bank of Bengal. the Bank of Bombay (incorporated on 15 April 1840) and the Bank of Madras on 27 January 1921. In recent years the bank has focused on three priorities. through its vast network in India and overseas. SBI provides various domestic. which saw many of its best and brightest defect to the private sector. Roots: The State Bank of India traces its roots to the first decade of 19th century. the Foreign Offices division. Until the establishment of a central bank in India the Imperial Bank and its early predecessors served as India's central bank. at least in terms of issuing the currency. which is the central banking organization of India. was established on 2 June 1806. The government amalgamated Bank of Bengal and two other Presidency banks. it is the oldest commercial bank in the Indian subcontinent. The Imperial Bank of India continued as a joint stock company. State Bank of India (SBI) has spread its arms around the world and has a network of branches spanning all time zones. reducing its huge staff through Golden handshake schemes known as the Voluntary Retirement Scheme. 2). it is a regional banking behemoth. The government nationalized the bank in 1955. to acquire a controlling interest in the Imperial Bank of India. namely. The State Bank of India Act 1955. 1). SBI is the largest bank in the world. Established in 1806 as Bank of Calcutta. authorized the Reserve Bank of India.

1955: State Bank of India formed. These were originally banks belonging to princely states before the government nationalized them in 1959. They all use the "State Bank of" name followed by the regional headquarters' name. January 2. consisting of over 314 million equity shares at a total amount of over 355 billion rupees. the government integrated these banks with the State Bank of India to expand its rural outreach. 1840: Bank of Bombay established.Timeline: • • • • • • • June 2. July 1. In tune with the first Five Year Plan. • • • 15 . 1843: Bank of Madras established. 1921: all three banks amalgamated to form Imperial Bank of India. 1806: The Bank of Calcutta established. • • • Associate banks: There are seven other associate banks that fall under SBI. April 15. Currently. and one hopes. 2007: The Government of India today acquired the entire Reserve Bank of India (RBI) shareholding in State Bank of India (SBI). July 1. 1861: Paper Currency Act passed. 1980s When Bank of Cochin in Kerala faced a financial crisis. All the banks use the same logo of a blue keyhole. June 29. enabling the State Bank of India to take over eight former State-associated banks as its subsidiaries. January 27. emphasizing the development of rural India. the group is merging all the associate banks into SBI. the government merged it with State Bank of India. The State Bank group refers to the seven associates and the parent bank. 1809: This became the Bank of Bengal. streamline operations and unlock value. 1959: State Bank of India (Subsidiary Banks) Act passed. which will create a "mega bank". becomes the first Indian bank to be nationalized.

where it has 84 offices serving the international needs of the bank's foreign customers. The focus of these offices is India-related business. and in some cases conducts retail operations.• • • • • • • State Bank of Bikaner & Jaipur State Bank of Hyderabad State Bank of Indore State Bank of Mysore State Bank of Patiala State Bank of Saurashtra State Bank of Travancore Foreign Offices: State Bank of India is present in 32 countries. Foreign Branches: SBI has branches in these countries: The Israeli branch • • • • • • • • • • • • • • Australia Bahrain Bangladesh Belgium Canada Dubai France Germany Hong Kong Israel Japan People's Republic of China Republic of Maldives Singapore 16 .

A Subsidiaries and Joint Ventures: In addition to the foreign branches above. State Bank of India has often acted as guarantor to the Indian Government. the bank has sought to expand its overseas operations by buying foreign banks. SBI has these wholly owned subsidiaries and joint ventures: • • • • • Nepal State Bank Limited SBI Mauritius Indian Ocean International Bank (Mauritius) SBI Canada SBI California Growth: Mumbai. urban and semi-urban branches under its Core Banking System (CBS). the SBI has extensive coverage. most notably during Chandra Shekhar's tenure as Prime Minister of India. U. The bank has the largest ATM network in the country having more than 5600 ATMs [1]. though the Harshad Mehta scam in 1992 marred its image. with over 4500 branches being incorporated so far.• • • • • • South Africa Sri Lanka Sultanate of Oman The Bahamas U. In recent years. India location. With more than 9400 branches and a further 4000+ associate bank branches. State Bank of India has electronically networked most of its metropolitan.K. The State Bank of India has had steady growth over its history.S. According to the Forbes 2000 listing it tops all Indian companies. It is the only Indian bank to feature in the top 100 world banks in the Fortune Global 500 rating and various other rankings. 17 . Following its arch-rival ICICI Bank.

2007 SBI has 7236 ATMs. State Bank of India launched a project in 2002 to network more than 14. Stockholders' Equity 9.Bancassurance (Life Insurance) SBI Funds Management Pvt Ltd SBI Canada IT Initiatives: According to PM Network (December 2006. The new infrastructure serves as the bank's backbone. carrying all applications. such as the IP telephone network. Ltd . 20.4.2 Group companies: • • • • • • • • SBI Capital Markets Ltd SBI Mutual Fund (A Trust) SBI Factors and Commercial Services Ltd SBI DFHI Ltd SBI Cards and Payment Services Pvt Ltd SBI Life Insurance Co. The new infrastructure has enabled the bank to further grow its ATM network with plans to add another 3. Vol. No.Fortune Global 500 Ranking – 2007: SBI debuted in the Fortune Global 500[2] at 498 in 2006. The first and the second phases of the project have already been completed and the third phase is still in progress.786.1. ATM network. Assets 187.000 domestic and 70 foreign offices and branches.000 branches have been covered. 12). Internet banking and internal e-mail. Profits 1. In 2007 it moved up to 495.600.000 by the end of 2007 raising the total number to 8.119. over 10.547. 18 . As of December 2006.3. As of September 20. Revenues 15. As per fortune 500-2007 following are the data for SBI in $ million.407.

Lagos. State Bank of India is India's largest bank amongst all public and private sector banks operating in India. State Bank of India is actively involved since 1973 in nonprofit activity called Community Services Banking. State Bank of India owns and operates the following subsidiaries and Joint Ventures –        State Bank Of India Credit Card State Bank Of India Online State Bank Of India USA State Bank Of India Services State Bank Of India Mutual Funds State Bank Of India Branch State Bank Of India NRI Account Banking Subsidiaries: • • • • • • • State Bank of Bikaner and Jaipur (SBBJ) State Bank of Hyderabad (SBH) State Bank of Indore (SBI) State Bank of Mysore (SBM) State Bank of Patiala (SBP) State Bank of Saurashtra (SBS) State Bank of Travancore (SBT) Foreign Subsidiaries: • • • • State bank of India International (Mauritius) Ltd. State Bank of India (California). INMB Bank Ltd. 19 . the premier Nationalized Indian Bank.Corporate Details: This site provides comprehensive information on State Bank of India or SBI Bank. State Bank of India (Canada).

International. Activities: State Bank of India administrative structure is well equipped to oversee the large network of branches in India and abroad. Domestic Treasury.banking Subsidiaries. SME. NRI Services.Non. The main activities of are into • • • • • • • Personal Banking. (SBICPSL) Joint ventures: • SBI Life Insurance Company Ltd (SBI LIFE). 20 . • • • • • SBI Capital Markets Ltd (SBICAP) SBI Funds Management Pvt Ltd (SBI FUNDS) SBI DFHI Ltd (SBI DFHI) SBI Factors and Commercial Services Pvt Ltd (SBI FACTORS) SBI Cards & Payments Services Pvt. State Bank of India has 52 foreign offices in 34 countries across the globe. The State Bank of India 14 Local Head Offices and 57 Zonal Offices are located at important cities spread throughout the country. Ltd. Corporate. The Corporate Accounts Group is a Strategic Business Unit of the Bank set up exclusively to fulfill the specialized banking needs of top corporate in the country. Agriculture.

83 crore for the financial year 2006 -07. E-Rail. Safe Deposit Lockers. Bhatt. State Bank of India has Colleges/Institutes/Training Centers that are the seats of learning and research and development. RBIEFT. SBI Vishwa Yatra Foreign Travel Card. Internet Banking. 21 . E-Pay. Chairman. Moreover. Gift Cheques. Broking Services Revised Service Charge. ATM Services. Organization: State Bank of India is headed by Mr.State Bank of India offers the following services to its customers • • • • • • • • • • • • • Domestic Treasury. State Bank of India has posted Net Income to the tune of Rs 6364. Shri O. Performance: SBI Bank India had Total Income of Rs 68376.38 crore or the financial year 2006 -07. Foreign Inward Remittances. P. MICR Codes. It caters not only to the employees of State Bank of India but also other banks/establishments in India and abroad.

Sri Lanka. 2008. Russia and Canada. 17.400 branches and 4. Bangladesh. The Bank currently has subsidiaries in the United Kingdom.Company Profile of ICICI: ICICI Bank is India's second-largest bank with total assets of Rs. In the 1990s. The Bank has a network of about 1. Bahrain. branches in United States. Hong Kong. Singapore. China. the Government of India and representatives of Indian industry. 2008 and profit after tax Rs.530 ATMs in India and presence in 18 countries. both directly and through a number of 22 .42 billion for the half year ended September 30. ICICI Bank's acquisition of Bank of Madura Limited in an all-stock amalgamation in fiscal 2001. an equity offering in the form of ADRs listed on the NYSE in fiscal 2000. The principal objective was to create a development financial institution for providing medium-term and long-term project financing to Indian businesses. ICICI's shareholding in ICICI Bank was reduced to 46% through a public offering of shares in India in fiscal 1998. life and non-life insurance. History: ICICI Bank was originally promoted in 1994 by ICICI Limited. 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. Thailand. and was its wholly-owned subsidiary. an Indian financial institution. ICICI transformed its business from a development financial institution offering only project finance to a diversified financial services group offering a wide variety of products and services. and secondary market sales by ICICI to institutional investors in fiscal 2001 and fiscal 2002. Qatar and Dubai International Finance Centre and representative offices in United Arab Emirates. ICICI was formed in 1955 at the initiative of the World Bank. Our UK subsidiary has established branches in Belgium and Germany.70 billion (US$ 82 billion) at September 30.849. 3. Malaysia and Indonesia. venture capital and asset management. ICICI Bank's equity shares are listed in India on Bombay Stock Exchange and the National Stock Exchange of India Limited and its American Depositary Receipts (ADRs) are listed on the New York Stock Exchange (NYSE). South Africa.

subsidiaries and affiliates like ICICI Bank. 22 regional offices and 49 regional processing centres. the Boards of Directors of ICICI and ICICI Bank approved the merger of ICICI and two of its wholly-owned retail finance subsidiaries. In 1999. particularly fee-based services. and the move towards universal banking.485 ATMs (at the end of September 2008). The merger would enhance value for ICICI Bank shareholders through a large capital base and scale of operations. higher market share in various business segments. have been integrated in a single entity. seamless access to ICICI's strong corporate relationships built up over five decades. After consideration of various corporate structuring alternatives in the context of the emerging competitive scenario in the Indian banking industry. Bank has total assets of about USD 100 billion (at the end of March 2008).399 branches. and by the High Court of Judicature at Mumbai and the Reserve Bank of India in April 2002. In October 2001. ICICI Personal Financial Services Limited and ICICI Capital Services Limited. The merger was approved by shareholders of ICICI and ICICI Bank in January 2002. entry into new business segments. ICICI become the first Indian company and the first bank or financial institution from non-Japan Asia to be listed on the NYSE. ICICI Bank offers a wide range of banking products and financial services to corporate and retail customers 23 . and 24 million customers (at the end of July 2007). the managements of ICICI and ICICI Bank formed the view that the merger of ICICI with ICICI Bank would be the optimal strategic alternative for both entities. Consequent to the merger. a network of over 1. ICICI Bank has formulated a Code of Business Conduct and Ethics for its directors and employees. and access to the vast talent pool of ICICI and its subsidiaries. greater opportunities for earning fee-based income and the ability to participate in the payments system and provide transaction-banking services. by the High Court of Gujarat at Ahmadabad in March 2002. The merger would enhance value for ICICI shareholders through the merged entity's access to low-cost deposits. the ICICI group's financing and banking operations. and would create the optimal legal structure for the ICICI group's universal banking strategy. ICICI Bank (BSE: ICICI) (formerly 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. with ICICI Bank. about 4. both wholesale and retail.

through a variety of delivery channels and specialised subsidiaries and affiliates in the areas of investment banking, life and non-life insurance, venture capital and asset management. (These data are dynamic.) ICICI Bank is also the largest issuer of credit cards in India.
[1]

. ICICI Bank

has got its equity shares listed on the stock exchanges at Kolkata and Vadodara, Mumbai and the National Stock Exchange of India Limited, and its ADRs on the New York Stock Exchange (NYSE). The Bank is expanding in overseas markets and has the largest international balance sheet among Indian banks. ICICI Bank now has wholly-owned subsidiaries, branches and representatives offices in 18 countries, including an offshore unit in Mumbai. This includes wholly owned subsidiaries in Canada, Russia and the UK, offshore banking units in Bahrain and Singapore, an advisory branch in Dubai, branches in Belgium, Hong Kong and Sri Lanka, and representative offices in Bangladesh, China, Malaysia, Indonesia, South Africa, Thailand, the United Arab Emirates and USA. Overseas, the Bank is targeting the NRI (Non-Resident Indian) population in particular. ICICI reported a 1.15% rise in net profit to Rs. 1,014.21 crore on a 1.29% increase in total income to Rs. 9,712.31 crore in Q2 September 2008 over Q2 September 2007. 1955: The Industrial Credit and Investment Corporation of India Limited (ICICI) was incorporated at the initiative of World Bank, the Government of India and representatives of Indian industry, with the objective of creating a development financial institution for providing medium-term and long-term project financing to Indian businesses. Mr.A.Ramaswami Mudaliar is elected as the first Chairman of ICICI Limited. ICICI emerges as the major source of foreign currency loans to Indian industry. Besides funding from World Bank and other multi-lateral agencies, ICICI was also among the first Indian companies to raise funds from international markets. 1956: ICICI declared its first dividend, of 3.5%. 1958: Mr.G.L.Mehta appointed the second Chairman of ICICI Ltd. 1960: ICICI building at 163, Backbay Reclamation, inaugurated. 1961: The first West German loan of DM 5 million from Kredianstalt obtained. 24

1967: ICICI made its first debenture issue for Rs.6 crore, which was oversubscribed. 1969: The first two regional offices set up in Calcutta and Madras. 1972: ICICI becomes the second entity in India to set up merchant banking services. Mr. H. T. Parekh appointed the third Chairman of ICICI. 1977: ICICI sponsored the formation of Housing Development Finance Corporation and manages its first equity public issue. 1978: Mr. James Raj appointed the fourth Chairman of ICICI. 1979: Mr.Siddharth Mehta appointed the fifth Chairman of ICICI. 1982: ICICI became the first ever Indian borrower to raise European Currency Units. ICICI commences leasing business. 1984: Mr. S. Nadkarni appointed the sixth Chairman of ICICI. 1985: Mr. N.Vaghul appointed the seventh Chairman and Managing Director of ICICI. 1986: ICICI became the first Indian institution to receive ADB Loans. ICICI, along with UTI, set up Credit Rating Information Services of India Limited, India's first professional credit rating agency. ICICI promotes Shipping Credit and Investment Company of India Limited. The Corporation made a public issue of Swiss Franc 75 million in Switzerland, the first public issue by any Indian entity in the Swiss Capital Market. 1987: ICICI signed a loan agreement for Sterling Pound 10 million with Commonwealth Development Corporation (CDC), the first loan by CDC for financing projects in India. 1988: Promoted TDICI - India's first venture capital company. 1993: ICICI Securities and Finance Company Limited in joint venture with J. P. Morgan set up. ICICI Asset Management Company set up. 1994: ICICI Bank set up. 25

1996: ICICI Ltd became the first company in the Indian financial sector to raise GDR. SCICI merged with ICICI Ltd. Mr. K.V.Kamath appointed the Managing Director and CEO of ICICI Ltd 1997 : ICICI Ltd was the first intermediary to move away from a single prime rate structure to a three-tier prime rates structure and introduced yield-curve-based pricing. The name "The Industrial Credit and Investment Corporation of India Ltd" changed to "ICICI Ltd." ICICI Ltd. announced the takeover of ITC Classic Finance. 1998: A new logo symbolizing the common corporate identity for the ICICI Group was introduced. ICICI announced takeover of Anagram Finance. 1999 : ICICI launched retail finance - car loans, home loans and loans for consumer durables. ICICI becomes the first Indian company to get listed on the NYSE through an issue of American Depositary Shares. 2000 : ICICI Bank became the first commercial bank from India to get its stock listed on the NYSE. ICICI Bank announces merger with Bank of Madura. 2001: The Boards of ICICI Ltd and ICICI Bank approved the merger of ICICI Ltd. with ICICI Bank. 2002: ICICI Ltd merged with ICICI Bank Ltd to create India’s second-largest bank in terms of assets. ICICI assigned higher than "Sovereign" rating by Moody’s. ICICI Bank launched India’s first CDO (Collateralised Debt Obligation) Fund named Indian Corporate Collateralised Debt Obligation Fund (ICCDO Fund). "E-Lobby", a self-service banking centre and a first of its kind in India, is inaugurated in Pune. ICICI Bank launched Private Banking. 26

A 1,100-seat Call Centre for Customer Care by phone and e-mail was set up in Hyderabad. ICICI Bank Home Shoppe, the first-ever permanent aggregation and display of housing projects in the county, launched in Pune. ATM-on-Wheels, India’s first mobile ATM, launched in Mumbai. 2003: The first Integrated Currency Management Centre launched in Pune. ICICI Bank announced the setting up of its first-ever offshore branch in Singapore. The first offshore banking unit (OBU) at SEEPZ Special Economic Zone, Mumbai, was launched. ICICI Bank’s representative office inaugurated in Dubai. Representative office set up in China. ICICI Bank’s UK subsidiary launched. India’s first ever "Visa Mini Credit Card", a credit card 43% smaller in dimensions was launched. A subsidiary of ICICI Bank was set up in Canada. Temasek Holdings acquired 5.2% stake in ICICI Bank. ICICI Bank became the market leader in retail credit in India. 2004: Max Money, a home loan product that offers the dual benefit of higher eligibility and affordability to a customer, introduced. Mobile banking service in India launched in association with Reliance Infocomm. India’s first multi-branded credit card with HPCL and Airtel launched. Kisan Loan Card and innovative, low-cost ATMs were launched in rural India. ICICI Bank and CNBC TV 18 announced India’s first ever awards recognizing the achievements of SMEs, a pioneering initiative to encourage the contribution of Small and Medium Enterprises to the growth of the Indian economy. ICICI Bank opened its 500th branch in India. ICICI Bank introduced partnership model wherein ICICI Bank would forge an alliance with existing micro finance institutions (MFIs). The MFI would undertake the promotional role of identifying, training and promoting the micro-finance clients and ICICI Bank would finance the clients directly on the recommendation of the MFI. 27

Financial counseling centre Disha launched. 28 . ICICI Bank subsidiary set up in Russia.m. to 8 p. Acquired IvestitsionnoKreditny Bank of Russia. Disha provides free credit counseling. Hardoi. Bhoomi puja conducted for a regional hub in Hyderabad. ICICI Bank introduced the concept of floating rate for home loans in India. ICICI Bank became the largest bank in India in terms of its market capitalization. this became an effective delivery option for ICICI Bank’s micro-finance institution partners. ICICI Bank and Visa jointly launched mChq – a revolutionary credit card on the mobile phone. Representative offices opened in Thailand. ICICI Bank became the largest retail player in the market to introduce a biometric enabled smart card that allow banking transactions to be conducted on the field. from Monday to Saturday. Introduced a new product . the United States and Japan. "Free for Life" credit cards launched wherein annual fees of all ICICI Bank Credit Cards were waived off.m. financial planning and debt management services. a nationwide Golf tournament for high networth clients of the Private Banking division launched. Becomes the first Indian company to make a simultaneous equity offering of $1. 2006: ICICI Bank became the first Indian bank to issue hybrid Tier-1 perpetual debt in the international markets. This event is the largest domestic invitation amateur golf event conducted in India. A lowcost solution.‘NRI smart save Deposits’ – a unique fixed deposit scheme for nonresident Indians. Private Banking Masters 2005. ICICI Bank became the first private entity in India to offer a discount to retail investors for its follow-up offer.8 billion in India. Indonesia and Malaysia.ICICI Bank introduced 8 to 8 Banking wherein all the branches of the Bank would remain open from 8a. 2005: First rural branch and ATM launched in Uttar Pradesh at Delpandarwa. Andhra Pradesh.

2008: ICICI Bank enters USA. ICICI Bank introduced SME Toolkit. commercial vehicles loans. ICICI Bank launched the "Probationary Officer Programme". Sangli Bank was amalgamated with ICICI Bank. construction equipment loans and professional equipment loans. an online resource centre. finance and grow their business.The Visa Signature Credit Card. The foundation stone for a regional hub in Gandhinagar. opens its first branch in Frankfurt ICICI Bank launched iMobile. a breakthrough innovation in banking where practically all Internet banking transactions can now be done easily on the mobile phone.000 crore (approx $5 billion) from domestic and international markets through a follow-on public offer. In a first-of-its-kind. ICICI Bank raised Rs 20.2007: ICICI Bank makes a USD 2 billion three-tranche international bond offering. to help small and medium enterprises start. ICICI Bank’s GBP 350 million international bond offering marked the inaugural deal in the sterling market from an Indian issuer and also the largest deal in the sterling market from Asia.5 billion syndication loan agreement in Singapore. launches its first branch in New York ICICI Bank enters Germany. ICICI Bank signed a multi-tranche dual currency US$ 1. which becomes the largest bond offering by an Indian bank. Russia. ICICI Bank became the first bank in India to launch a premium credit card -. nation wide initiative to attract bright graduate students to pursue a careers in banking. ICICI Bank became the first private bank in India to offer both floating and fixed rate on car loans. Launched Bank@Home services for all savings and current account customers residing in India ICICI Bank Eurasia LLC inaugurated its first branch at St Petersburg. Launched India’s first ever jewellery card in association with jewellery major Gitanjali Group. Gujarat was laid. 29 .

which will allow viewers to see information about the Bank's products and services and contact details on their DISH TV screens. designed to earn cardholders accelerated reward points with every British Airways flight or by spending on everyday purchases Personal Banking: • • • • • • • Deposits Loans Cards Investments Insurance Demat services Wealth management NRI Banking:       Money Transfer Bank accounts Investments Property Solutions Insurance Loans 30 .along with DISH TV. 48. It is also the largest deal in Asia (ex-Japan) in 2008 till date and the second largest deal in Asia (ex-Japan and Australia) since the beginning of 2007. ICICI Bank and British Airways launch a co-branded credit card.21 billion) in a multitranche issue backed by four different asset categories.96 billion (equivalent of USD 1.ICICI Bank concluded India's largest ever securitization transaction of a pool of retail loan assets aggregating to Rs. ICICI Bank launches ICICIACTIVE-Banking Interactive Service .

prioritization of preferences and close monitoring of customer satisfaction have become essential for banks. which is the most appropriate multivariate technique. For this purpose. Factor Analysis. has been used to identify 31 . Keeping these in mind.3 Research objective:  To study whether the customers are satisfied with their services among ICICI bank and SBI bank  To know about the Customer preferences among ICICI and SBI bank  To give Suggestions to improve the services 1.4 Review of literature: The banking sector in India has made remarkable progress since the economic reforms in 1991. an attempt has been made in this study to analyze the factors that are essential in influencing the investment decision of the customers of the public sector banks. In this context. improved customer service and innovative products. The recent trends show that most banks are shifting from a “product-centric model” to a “customer-centric model” as customer satisfaction has become one of the major determinants of business growth. Customers are now becoming increasingly conscious of their rights and are demanding more than ever before. New private sector banks have brought the necessary competition into the industry and spearheaded the changes towards higher utilization of technology.Business Banking:  Corporate net banking  Cash Management  Trade services  FXonline  SME services  Online taxes  Custodial services 1.

this study also suggests some measures to formulate marketing strategies to lure customers towards banks. Mobile banking today (2007) is most often performed via SMS or the Mobile Internet but can also use special programs called clients downloaded to the mobile device. Bank Customers may access their funds and other simple transactions from any of the menber branch offices. and lending money. It is an institution for receiving. Mobile Banking: Mobile banking (also known as M-Banking. Secondly. mbanking.) is a term used for performing balance checks. via a mobile device such as a mobile phone. credit union or building society. 32 .the groups of determinants. account transactions. Internet Banking: Online banking (or Internet banking) allows customers to conduct financial transactions on a secure website operated by their retail or virtual bank. Core Banking System: Core Banking is a general term used to describe the services provided by a group of networked bank branches. keeping. SMS Banking etc. payments etc.5 Key Words: Bank: A bank is a financial institution whose primary activity is to act as a payment agent for customers and to borrow and lend money. Factor analysis identifies common dimensions of factors from the observed variables that link together the seemingly unrelated variables and provides insight into the underlying structure of the data. 1.

Using an ATM. cashpoint. that contains a unique card number and some security information. such as an expiration date or CVC (CVV). the customer is identified by inserting a plastic ATM card with a magnetic stripe or a plastic smartcard with a chip.Atm: An automated teller machine (ATM) is a computerized telecommunications device that provides the customers of a financial institution with access to financial transactions in a public space without the need for a human clerk or bank teller. in Portugal). ATMs are known by various other names including automated banking machine. On most modern ATMs. Multibanco (after a registered trade mark. cash machine. Security is provided by the customer entering a personal identification number (PIN). bank machine. money machine. 33 . and Any Time Money (in India). Bancomat (in various countries in Europe and Russia). hole-in-the-wall. customers can access their bank accounts in order to make cash withdrawals (or credit card cash advances) and check their account balances as well as purchasing mobile cell phone prepaid credit.

RESEARCH METHODOLOGY 34 .

any income level. Zikmund (1997) stated that in nonprobability sampling. Precision is the size of the estimating interval when the problem is one of estimating a population parameter. any occupation and any education level. Sampling unit • The sampling units are customers of ICICI bank and SBI bank. The element in the population does not have any probability attached to their being chosen as sample subjects.2. 35 . The respondents can be any gender. any occupation and any education level. any income level. This research selects 60 respondents as the sample size due to limited of time by asking them that they are having an account in SBI bank and ICICI bank due to the convenience in collecting the data. Snow ball sampling refers to the procedure that involves the selection of additional respondents based on referrals of initial respondents. Sample size  Ghauri (2002) stated that sample size depend on the desired precision from the estimate. the probability of any particular member of the population being chosen is unknown. Snow ball sampling will be applied in this research.1 Sampling design: Target population: • The target population in this research refers to the bank customers who are having an account in SBI bank and ICICI bank due to the convenience in collecting the data. Snow ball sampling is used to collect the data from the customers. Sampling method  For this research we use non-probability sampling. The respondents can be any gender.

767.630.896. Reliability: In reliability the researcher has adopted the alpha method. Validity can be measured through several methods like face validity. Face validity: Face validity refers to the collective agreement of the experts and researchers on the validity of the measurement scale. criterion – related validity and construct validity.It shows that the question regarding to SBI ATM service is reliable. The researcher has gave the questionnaire to the experts in banking field. but generally the goal of study is to replicate the full scale experiment. And for 36 . but only on a smaller scale.2 Pilot Study: A pilot study can refer to many types of experiments. A pilot is often used to test the design of the full-scale experiment. And for the mobile banking service is .Sampling plan: The researcher is going to collect the data from the ATMS and also by visiting the bank. The reliability for the SBI bank ATM service is . And for the internet banking service is . For this comparative study the researcher has taken the face validity. The design can then be adjusted in time. Validity: The ability of a scale or a measuring instrument to measure what it is intended to measure can be termed as the validity of the measurement. 2. it can be added to the experiment and chances are that the full-scale (and more expensive) experiment will not have to be re-done. This can turn out to be valuable: should anything be missing in the pilot. content validity.

3 Research methodology: Sources of data: • • The data is basically primary in nature It was obtained from the customers Data Collection Method:  Our communication approach was basically structured questioning. 2.902. And for this study the data is reliable because all the service are above .6. Data Analysis: Appropriate statistical analysis will be adopted.  Since the time is less the researcher has taken a sample of 100 people and it will not reveal the whole population of a country.6 or above . 2. 37 . that is personal interview with the aid of printed questionnaires.6 the data is reliable.the core banking system is .4 Limitations of the Study:  The study is limited to a particular branch of SBI and ICICI bank. The data will be tabulated and analyzed. If the reliability result is .

DATA ANALYSIS &INTERPERTATION 38 .

Frequency table for the demographic details of the SBI respondent’s Table 3.7 16.1 39 . And 16.Data Analysis and Interpretation: The following information contains the data interpretation of the questionnaires. And 25.7% respondents are belonging to the age category of 25yrs-35yrs.1 16. The respondent’s responses for the questions have been interpreted and a finding has been made based on the respondents responses.8 100 Interpretation: From the above table 38. Graph: 3.1 25.8% respondents are belonging to the category of above 55yrs.1% respondents are belonging to the category of 36yrs-45yrs and 46yrs-55yrs.1 AGE OF THE RESPONDENTS Frequency 25YRS-35YRS 36YRS-45YRS 46YRS-55YRS ABOVE 55YRS Total 12 5 5 8 30 Percent 38.

2 40 .Table 3.

4% respondents are belonging to the category of female.4 48.4% respondents are belonging to the category of male.GENDER OF THE RESPONDENTS Frequency FEMALE MALE Total 15 15 30 Percent 48. 41 .4 100 Interpretation: From the above table 48. And the remaining 48.

Graph: 3.3 42 .2 Table 3.

7 3. And 45.phil/phd.0% of respondents are belonging to the category of UG.7% of respondents are belonging to the category of school and professional course. And 3.3 43 .2 100 Interpretation: From the above table 9.0 45. And 29.2 9.phil/phd Total 3 9 14 3 1 30 Percent 9.2% of respondents are belonging to the category of M.EDUCATIONAL OUALIFICATION OF THE RESPONDENTS Frequency SCHOOL UG PG PROFESSIONAL COURSE M. Graph 3.2% of respondents are belonging to the category of PG.7 29.

4 44 .Table 3.

6% of respondents are falling under the category of salaried person.4 45 . Graph 3.6 3.2 3.2 10. And 3.OCCUPATION OF THE RESPONDENTS Frequency SALARIED PERSON PROFESSIONALS SUPERVISOR MANAGERIAL Total 25 1 1 3 30 Percent 80.0 100 Interpretation: From the above table 80.2% of respondents are falling under the category of professionals and supervisor. And 10% of respondents are belonging to the category of managerial.

Table 3.5 46 .

8 12.25.001-Rs. And 3. 001-Rs.001-Rs.8% of respondents are falling under the income range between Rs.5 47 . 001-Rs. 000. And 12.000 Rs. 000.000-Rs.2 100 Interpretation: From the above table 54.45.8% are falling under the income range between Rs.15.15. 000.15. 000.25.5.25.45. 000-Rs. And 25.000 Above Rs. Graph 3.35.9 3.2% of respondents are falling under the income range between Above Rs.15.8 25.25.INCOME LEVEL OF THE RESPONDENTS Frequency Rs.9% of respondents are falling under the income range between Rs.35.000 Total 17 8 4 1 30 Percent 54.5.000 Rs.

Table 3.6 48 .

And 25.2% of respondents are saying that the reason to choose SBI is they are providing efficient customer service. And 9. Graph 3.7% of respondents are saying that the reason to choose SBI is Transaction costs.2 12.9% of respondents are saying that the reason to choose SBI is they are provided more atm facility. And 12.9 100 Interpretation: From the above table 45. And 3.6 49 .7 3.REASON TO CHOOSE THE SERVICE EFFICIENT CUSTOMER SERVICE TIME SAVING TRANSCATION COSTS TECHNOLOGY MORE ATMS Total Frequency 14 8 3 1 4 30 Percent 45.2 25.8 9.8% of respondents are saying that the reason to choose SBI is they are reducing our waiting time.2% of respondents are saying that the reason to choose SBI is Technology.

Table 3.7 50 .

And 16.7% of respondents are preferred the internet banking and mobile banking.7 9.1% of respondents prefer the core banking system.3% of respondents prefer the ATM service.7 16.3 9. And 9. Graph 3.7 51 .1 100 Interpretation: From the above table 61.TYPE OF SERVICE PREFER THE MOST Frequency ATM SERVICE INTERNET BANKING MOBILE BANKING CORE BANKING SYSTEM Total 19 3 3 5 30 Percent 61.

Frequency table for the demographic details of the ICICI respondent’s 52 .

And 3.8 AGE OF THE ICICI RESPONDENTS Frequency 25 YRS-35 YRS ABOVE 55 YRS Total 29 1 30 Percent 96.3 100 Interpretation: From the above table 96.7 3.8 53 .3% of respondents are falling under the group of above 55yrs. Graph 3.7% of respondents are falling under the age group of 25yrs-35yrs.Table 3.

9 54 .Table 3.

Graph 3. And 60% of respondents are belonging to the male category.GENDER OF THE ICICI RESPONDENTS Frequency FEMALE MALE Total 12 18 30 Percent 40 60 100 Interpretation: From the above table 40% of respondents are belonging to the female category.9 55 .

10 56 .Table 3.

And 70% of respondents are belonging to the category of PG.0 3.3 100 Interpretation: From the above table 6. And 20% of respondents are belonging to the category of professionals.7% of respondents are belonging to the category of UG.3% of respondents are belonging to the category of M. And 3. Graph: 57 .0 20.Phil/Ph.EDUCATIONAL LEVEL OF ICICI RESPONDENTS Frequency UG PG PROFESSIONALS M.7 70.D.D Total 2 21 6 1 30 Percent 6.Phil/Ph.

Table 3.11 58 .

0 10. And 10% of respondents are belonging to the category of businessman and professionals. Graph 3. And 3.0 3.7 10.3% of respondents are belonging to the category of managerial.11 59 .3 100 Interpretation: From the above table 76.OCCUPATION OF THE ICICI RESPONDENTS Frequency SALARIED PERSON BUSINESS MAN PROFESSIONALS MANAGERIAL Total 23 3 3 1 30 Percent 76.7% of respondents belong to the category of salaried person.

12 INCOME LEVEL OF THE ICICI RESPONDENTS 60 .Table 3.

3 100 Interpretation: From the above table 53.35.15.25.5.7 3. 001-Rs.45. Graph 3.12 61 . 000.35.3% of respondents are falling under the income level of above Rs. 000.000 Total Frequency 16 2 9 2 1 30 Percent 53.3% of respondents are falling under the income level of Rs.000 Rs. 001-Rs.000 Rs.001-Rs.35.7% of respondents are falling under the income level of Rs.35.001-Rs. 001-Rs.001-Rs.25.15.5. 000.45.45. And 30% of respondents are falling under the income level of Rs.15. 000-Rs.000-Rs.25.000 Above Rs.15. And 3.Rs. And 6.0 6. 000 and Rs. 000.000 Rs.25.7 30.3 6.45.

Table 3.13 REASON FOR CHOOSING ICICI SERVICES 62 .

13 63 .7 13. technology and reliable. And 6.7 13. Graph 3.3 13. And 13.3 6.3% of respondents are saying that the reason to choose ICICI is they are reducing our waiting time.EFFICIENT CUSTOMER SERVICE EFFICIENT COMPLAINTS HANDLING TIME SAVING TRANSACTION COSTS TECHNOLOGY RELIABLE Total Frequency 8 8 4 2 4 4 30 Percent 26.7 26.7% of respondents are saying that the reason to choose ICICI is they are providing efficient customer service and efficient complaint handling.7% of respondents are saying that the reason to choose ICICI is Transaction costs.3 100 Interpretation: From the above table 26.

14 TYPE OF SERVICES PREFER THE MOST 64 .Table 3.

Graph 3.3% of respondents prefer the core banking system and mobile banking.3 100 Interpretation: From the above table 43.3 30.3 13.14 65 .0 13. And 13. And 30% of respondents are preferred the internet banking.3% of respondents prefer the ATM service.Frequency ATM SERVICE INTERNET BANKING MOBILE BANKING CORE BANKING SYSTEM Total 13 9 4 4 30 Percent 43.

square test for the demographic details for the SBI respondents.square the researcher has taken only education 66 .Square Test: The following table below is cross tabs and chi.Cross Tabulation and chi. For the cross tabulation and chi.

0% 3.0% 67 .3% 10% .0% 3. And the other one is occupation and type of service they prefer the most.0% 26.0% 3.7% 13.15 EDUCATIONAL OUALIFICATION OF THE RESPONDENTS * REASON TO CHOOSE THE SERVICE Cross tabulation REASON TO CHOOSE THE SERVICE EFFICIENT CUSTOMER SERVICE SCHOOL UG PG PROFESSIONAL COURSE M.3% 46.0% .7% 10% 3.3% TIME SAVING TRANSCATION COSTS TECHNOLOGY MORE ATMS Total 3.3% 100. Table 3.7% .0% 10.0% .3% .3% 13.0% .3% 6.7% .7% .and reason to the service.3% 10% 13.3% 10% 30% 46.0% 13.0% .3% .0% 3.0% .0% 10% 3.phil/phd Total 6.3% .

And 68 .7% of respondents are falling under the education level of school has chosen the efficient customer service in SBI.Interpretation: From the above table 6.

15 69 .Graph 3.

924 Interpretation: From the above table the calculated chi-square statistic in this case is . Since the calculated chi-square is above 0. Ha: There is a significant relationship between the educational qualification of the respondents and the reason to choose the service. Sig. So there is a significant relationship between the educational qualification of the respondents and the reason to choose the service. (2sided) . Value Pearson ChiSquare 8. 70 .05.739 df 16 Asymp.Table 3.15 Chi-Square Test -I Hypothesis: Ho: There is no significant relationship between the educational qualification of the respondents and the reason to choose the service.924. The null hypothesis is rejected and the alternate hypothesis is accepted.

0% .0% 3.0% .3% .3% SUPERVISOR 3.0% .3% 10% 6.0% .3% MANAGERIAL 6.7% CORE BANKING SYSTEM 20% Total 83.0% 3.3% PROFESSIONALS .7% 20% 100% Interpretation: 71 .3% .3% MOBILE BANKING 6.3% INTERNET BANKING 3.0% 10% Total 63.0% 3.7% 3.3% .Table 3.16 OCCUPATION OF THE RESPONDENTS * TYPE OF SERVICE PREFER THE MOST Cross tabulation TYPE OF SERVICE PREFER THE MOST ATM SERVICE SALARIED PERSON 53.

16: 72 .Graph 3.

Sig. (2sided) .Table 3. The null hypothesis is accepted and the alternate hypothesis is rejected.186 df 9 Asymp.154.05. Ha: There is no significant relationship between the occupation of the respondents and the type of service they prefer the most. Since the calculated chi-square is below 0. Value Pearson ChiSquare 13.II Hypothesis: Ho: There is no significant relationship between the occupation of the respondents and the type of service they prefer the most. 73 .16 Chi-Square Test . So there is no significant relationship between the occupation of the respondents and the type of service they prefer the most.154 Interpretation: From the above table the calculated chi-square statistic in this case is .

square test for the demographic details for the ICICI respondents.17 EDUCATIONAL LEVEL OF ICICI RESPONDENTS * REASON FOR CHOOSING ICICI SERVICES Cross tabulation REASON FOR CHOOSING ICICI SERVICES EFFICIENT CUSTOMER SERVICE EFFICIENT COMPLAINTS HANDLING TIME SAVING TRANSACTION COSTS TECHNOLOGY RELIABLE Total UG PG PROFESSIONAL COURSE M.The following table below is cross tabs and chi.0% .0% 26.square the researcher has taken only education and reason to the service.0% .7% 6.3% .7% 70% 20% 3.0% 26.7% . Table 3.3% 6.0% 6.3% 3.35 100% Interpretation: 74 .7% .0% 6.3% 26.3% .0% 6.0% 13.0% 13.3% .0% 10% 3. And the other one is occupation and type of service they prefer the most. For the cross tabulation and chi.0% 13.0% 13.7% .PHIL/PHD TOTAL .0% 13.3% 10% .7% .0% .7% .7% .

17 75 .Graph 3.

000.05. So there is no significant relationship between the educational qualification of the respondents and the reason for choosing the service.Table 3.000 Interpretation: From the above table the calculated chi-square statistic in this case is . The null hypothesis is accepted and the alternate hypothesis is rejected. Sig.. Since the calculated chi-square is below 0. (2sided) .17 Chi-Square Test .I Hypothesis: Ho: There is no significant relationship between the educational qualification and the reason for choosing the service. 76 . Ha: There is a significant relationship between the educational qualification and the reason for choosing the service. Value Pearson ChiSquare 40.268 df 15 Asymp.

3% 10% 10% MANAGERIAL .3% 3.0% .7% BUSINESS MAN PROFESSIONALS 3.7% INTERNET BANKING 20% MOBILE BANKING 13.3% 3.Table 3.3% 13.0% 3.3% 3.3% .0% 3.18 OCCUPATION OF THE ICICI RESPONDENTS * TYPE OF SERVICES PREFER THE MOST Cross tabulation TYPE OF SERVICE PREFER THE MOST ATM SERVICE SALARIED PERSON 36.3% 3.3% .3% Total 43.3% CORE BANKING SYSTEM 6.3% 30% 13.3% 100% 77 .7% Total 76.0% .0% 3.

18 Table 3.Interpretation: Graph 3.18 78 .

743. Ha: There is a significant relationship between the occupation of the respondents and the type of service they prefer the most.743 Interpretation: From the above table the calculated chi-square statistic in this case is .05. 79 .974 df 9 Asymp.II Hypothesis: Ho: There is no significant relationship between the occupation of the respondents and the type of service they prefer the most. Since the calculated chi-square is above 0. Sig. (2sided) . The null hypothesis is rejected and the alternate hypothesis is accepted So there is a significant relationship between the occupation of the respondents and the type of service they prefer the most. Value Pearson ChiSquare 5.Chi-Square Test .

FINDINGS RECOMMENDATIONS AND CONCLUSION Findings: 80 .

15. end of the day balance in mobile.  And many of the respondents are saying the reason to choose the services of the ICICI bank is because they are good in efficient customer service and efficient complaint handling. request for cheque book in ATM.000 – Rs.  And the income level of the respondents who are having an account in SBI bank falling under the income level of Rs. The few are deposit of cash in ATM.  And many of the respondents are saying the reason to choose the services of the SBI bank is because they are good in efficient customer service.Rs. Sum Of the respondents to choose the SBI bank is because the bank is proving more ATM facility to the customers.  And the income level of the respondents who are having an account in ICICI bank falling under the income level of Rs.  The age group of 25yrs – 35yrs respondents mostly is having an account in SBI bank.  Sum Of the respondents to choose the ICICI bank is because the bank is more reliable to the customers. 5.  The age group of 25yrs . etc.  And many of the respondents are not aware of the many services rendered by the ICICI bank.15.35yrs respondents mostly is having an account in ICICI bank. Recommendation: 81 . end of the day balance in mobile. etc. The few are deposit of cash in ATM.  The male gender is mostly having an account in ICICI bank. 5.000.000. request for cheque book in ATM.  And many of the respondents are not aware of the many services rendered by the SBI bank.  The both gender are equally having an account in SBI bank.000 .

The bank has to take some initiatives. Conclusion: 82 .   The ICICI bank can concentrate on the female gender. Since many of the respondents are not aware of there key services.  They can concentrate more on the respondents are falling under the age group 25yrs – 35yrs.  And they can post demo of all these services in their bank website.  The bank can post a list of services that they are rendered to the customers inside the bank Premises.  The SBI bank can concentrate on customer complaints handling. The bank can also send a post to there customers by informing there services and how to proceed with that and all details they can mention it in the post.

83 . But SBI bank is little bit below the line in customer complaints handling when compared to ICICI bank.• • • Since both the banks are competing equally with each other. The ICICI bank is little bit below the line in concentrating on female customers when to SBI bank.

APPENDICS 84 .

com  www.iupindia.com  www.scribd.P. Websites:  www.com  www.ICFAI Publication  S.com 85 .ebscohostsearch.googlesearch.Gupta Statistics Book.com  www.org  www.emeraldinsight.ezine@rticles.BIBLIOGRAPHY:  Research Methodology .

What is the reason to choose the services of the bank? a) Efficient customer service □ b) efficient complaints handling □ c) Time saving □ d) transaction costs □ e) technology f) Others _________ pls specify c) □ 46 – 55 yrs d) □ above 55 86 .5.35 yrs b) □ 36 yrs .001-Rs. In which bank do you have an account? a) ICICI bank □ b) SBI bank □ 8. Occupation: a) House wife □ b) Students □ c) Salaried person □ d) Business man □ e) Professionals □ f) Supervisor □ g) Managerial □ h) pensioner □ 6.001.001-Rs. Name: 2. Income level: a) Rs.000 – Rs.35.45.000 e) Above Rs.000 7.25.Rs. 45. Age: a) □ 25yrs.35.000 b) Rs.000 c) Rs.Questionnaire Personal details 1.000 d) Rs. Gender: a) Male □ b) Female □ 4. Educational Qualification: a) Illiterate □ b) School □ c) UG □ d) PG □ e) Professional Course □ f) Others □ 5.45yrs yrs 3.15.25.15.

ATM services are useful for me to deposit cash and cheques ATM services are useful for me to request for cheque book ATM services are useful for me to get the enquiry statement of my account. 2= disagree. 3= neutral. Internet Banking Internet banking helps me to transfer funds from the bank to the personalized transactions Internet banking saves me time for the banking transactions Internet banking helps me in bill payments Internet banking secures the money transactions 87 1 2 3 4 . What type of services do you prefer the most? a) ATM service b) Internet Banking c) Mobile Banking d) Core banking system e) Others _____________ pls specify Customer service questionnaire Please use (/) mark to give your responses for the following questions 1=strongly disagree. 5= strongly agree S.no 1 2 3 4 5 ATM Service I am facing problems in withdrawing cash from ATM. I am facing problems like insufficient cash in 1 2 3 4 5 ATM.9. 4= agree.

Mobile banking is useful for me to know the cheque details Mobile banking is useful for me to know the Debit/credit above certain limit in my account. recharging mobiles etc. Core Banking system Core banking system helps me to transfer funds from different branches Core banking system makes me convenient to know about the deposit details Core banking system helps me to protect my personal information Core banking system helps me for the ATM service transactions Core banking system helps me for the internet banking transactions 1 2 3 4 5 88 . Mobile banking is useful for my bill payments Mobile banking helps me to know about the debit/credit details Mobile banking provides me a support for ticketing. Mobile banking is useful for me to Stop inward/outward cheques.5 1 2 3 4 5 6 7 Internet banking helps in online trading Mobile banking Mobile banking is useful for me to know the end of day account balance.

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