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Submitted By: Name of student: Mayur Verma Enrollment No.: 00620601709 Batch: 2009-2012


Name: Mr. Mahtab Alam Vinayak Designation: Assistant Professor executive


Name: Mr. Naveen

Designation: Marketing

Trinity Institute of Professional Studies Affiliated To Guru Gobind Singh Indraprastha University



This is to certify that the project work CUSTOMER SATISFACTION BASED ON SERVICE PROVIED BY ICICI BANK made by Mayur Verma, BBA(GEN.), 00620601709 is an authentic work carried out by her under guidance and supervision of MR.MAHTAB ALAM

The project report submitted has been found satisfactory for the partial fulfillment of the degree of Bachelor of Business Administration.

Internal Supervisor Signature Name


It is in particular that I am acknowledging my sincere feeling towards my mentors who graciously gave me their time and expertise. They have provided me with the valuable guidance, sustained efforts and friendly approach. It would have been difficult to achieve the results in such a short span of time without their help. I deem it my duty to record my gratitude towards the External project supervisor Mr.Naveen Vinayak and Internal project supervisor Mr.Mahtab Alam who devoted his/her precious time to interact, guide and gave me the right approach to accomplish the task and also helped me to enhance my knowledge and understanding of the project.

Name of Student- Mayur verma Enroll. no- 00620601709 Course- BBA(GEN.) Class/sem/shift- 3rd year/5th sem/1st shift



I hereby declare that the following documented project report titled Customer satisfaction based on service provided by ICICI BANK is an original and authentic work done by me for the partial fulfillment of Bachelors of Business Administration degree program at ICICI BANK

I hereby certify that all the Endeavour put in the fulfillment of the task are genuine and original to the best of my knowledge & I have not submitted it earlier elsewhere.

Name of Student-Mayur Verma Course Class & Shift-3rd yerar/5th sem/1st shift Enroll .No-00620601709



Practical knowledge is an important suffix of theoretical knowledge. One cannot rely merely on theoretical knowledge. Classroom lectures clarify the fundamental concepts of management and it is in this sense that the practical training is made compulsory for the curriculum and has a significant role to play in the field of business management. The importance of practical training can be realised from the following phrase: You give a fish to a man He has a meal for a day You train him to catch a fish He will have the meals for the lifetime My summer internship at ICICI bank not only provided me the practical knowledge about the concerned subject, but also helped me in understanding the work environment and real conditions at the corporate world. I was not only taught the marketing fundamentals and project related aspects, but, was also provided with the knowledge of real practical work at the banking sector. From pass book entry, to PPF department, ledger posting, handling lockers, opening new accounts, making drafts, scanning forms, and a lot more. At the bank, I was taught nearly all the computerized daily routine work at bank. The entire project is well divided in 4 Chapters. The first chapter covers the introduction part. It tells us about the company profile, banking industry, how it developed, and all the products and services it offers. It has been tried to put some light in the brief over of the operations and development of the banking sector/industry in India. Profile of the ICICI bank has been described along with the performance of Bank;Also it describes the Objectives, Methodology, scope and significance around which the entire project study revolves in the next chapters.. The second chapter describes the research methodology including Research Design, Universe and survey population, Sample Size, Nature of the data, Method of data collection (Primary & Secondary) , etc. it also describes the research instrument, limitation of the study, data analysis

and interpretation.The third chapter involves SWOT Analysis that has been explained in the recent environment of deregulation and Globalization The fourth chapter describes the discussion of result, suggestions and recommendations. During the research it is realized that the practical application of various theoretical knowledge gained in the classroom learning is very useful. In the way of practical work in the banking operations there was limitation of time during the training as marketing is in itself a very broad area and only a few aspects have been covered in the duration. I have tried my best to make this training fruitful and bring various new areas of knowledge.




Page no.

(c) (d) (e) (f) (g)


(i) (j) (k) (l) (m) (n) (o) (p)

(a) Title Page (b) Certificate of the company Certificate of the college Acknowledgement Declaration Executive Summary Chapter 1 (Profile of the Company) Profile of the company Nature of the organization Companys vision and mission Product range of the company Size of the organization Organization structure of the company Market share and position of the company Present leadership Chapter 2 (Objectives and The Research Methodology) Research objectives of the study Research methodology of the study Research design Data collection Sample Designing Instruments for data collection Chapter 3 (Swot Analysis of the Company) Strengths and weaknesses Opportunities and threats Chapter 4 (Data Analysis and Interpretation) Analysis Analysis of the problem under study Findings Limitations Conclusions Suggestions/Recommendations Bibliography Annexure

I II III IV V VI (1-20) 1 2 5 7 13 14 18 20 (21-28) 21 22 23 25 26 28 (29-30) 29 30 (31-46) 35 43

Company Profile



ICICI BANK Landmark, Race Course Circle, Vadodara 390 007


First Floor, 9-A, Phelps Building Connaught Place New Delhi-1


Assam,Kerala,Rajasthan, Goa Hyderabad,Punjab,Karnatka


USA, ,Singapore,Malaysia, Dubai,HongKong,Africa


Delhi (Mobile): 9818178000



ICICI Bank, India' s First Universal Bank, offers the widest range of financial products and services.ICICI Bank was established in 1994 by ICICI Limited, an Indian financial institution, as a wholly owned subsidiary. ICICI have a track record of nearly half a century with a Balance sheet size of over Rs. 100,000 Crores. With a growing customer base of 5 million, ICICI Bank is India' s largest private Sector bank. Today, the bank provides you a nationwide network of 2555 + branches and 6605+ ATMs.. The parent company, ICICI, was formed in 1955 on the initiative of the World Bank, the Government of India and representatives of Indian industry. ICICI Bank acquired the Bank of Madura Limited in an all-stock deal in 2001, and sold additional stakes in to institutional investors during 2001-02 It is proud to state that ICICI Bank holds the distinction of being the only Indian company to be rated one notch above India's sovereign rating by Moody's the renowned international rating agency. ICICI Bank Limited, also known as Industrial Credit and Investment Corporation of India Bank, is the second largest financial service company headquartered at Mumbai India. The bank has subsidiaries in the United Kingdom, Russia, and Canada; branches in United States, Singapore, Bahrain, Hong Kong, Sri Lanka, Qatar and Dubai International Finance Centre; and representative offices in United Arab Emirates, China, South Africa, Bangladesh, Thailand, Malaysia and Indonesia. In the 1990s, ICICI transformed its business from a development financial institution offering only project finance to a diversified financial services group, offering a wide variety of products and services, both directly and through a number of subsidiaries and affiliates like ICICI Bank. ICICI Bank has had an internet presence since 1994. In an interview with McKinsey, senior executive KV Kamath explained the crucial role of information technology as a competitive advantage for ICICI Bank. In 1999, ICICI become the first Indian company and the first bank or financial institution from non-Japan Asia to be listed on the NYSE. In 2000, ICICI Bank became the first Indian bank to list on the New York Stock Exchange with its five million American depository shares issue generating a demand book 13 times its size at

200 million. In October 2001, the Boards of Directors of ICICI and ICICI Bank approved the merger of ICICI and two of its wholly owned retail finance subsidiaries, ICICI Personal Financial Services Limited and ICICI Capital Services Limited, with ICICI Bank. The merger was approved by shareholders of ICICI and ICICI Bank in January 2002, by the High Court of Gujarat at Ahmedabad in March 2002, and by the High Court of Judicature at Mumbai and the Reserve Bank of India in April 2002. In 2008, when customers rushed to ATM's and branches in some locations because of rumors regarding financial strength of ICICI Bank; Reserve Bank of India clarified the financial position of ICICI Bank. Speaking to Business Standard on Brand ICICI, K V Kamath, the banks erstwhile CEO and MD, and now non-executive chairman said the brand stands for innovation, the quality of being adaptive, youth and leadership. ICICI Bank has contributed to set up different institutions which include the following: National Stock Exchange The National Stock Exchange was promoted by Indias leading financial institutions (including ICICI Ltd.) in 1992 on behalf of the Government of India with the objective of establishing a nationwide trading facility for equities, debt instruments and hybrids, by ensuring equal access to investors all over the country through an appropriate communication network. Credit Rating Information Services of India Limited In 1987, ICICI Ltd. along with UTI set up CRISIL as India's first professional credit rating agency. CRISIL offers a comprehensive range of integrated products and service offerings which include credit ratings, capital market information, industry analysis and detailed reports. National Commodities and Derivatives Exchange Limited NCDEX is a professionally managed online multi-commodity exchange, set up in 2003, by ICICI Bank Ltd, LIC, NABARD, NSE, Canara Bank, CRISIL, Goldman Sachs, Indian Farmers Fertiliser Cooperative Limited (IFFCO) and Punjab National Bank. Financial Innovation Network and Operations Pvt Ltd. ICICI Bank has facilitated setting up of "FINO Cross Link to Case Link Study" in 2006, as a company that would provide technology solutions and services to reach the underserved and underbanked population of the country. Using cutting edge technologies like smart cards, biometrics and a basket of support services, FINO enables financial institutions to

conceptualise, develop and operationalise projects to support sector initiatives in microfinance and livelihoods. Entrepreneurship Development Institute of India Entrepreneurship Development Institute of India (EDII), an autonomous body and not-forprofit society, was set up in 1983, by the erstwhile apex financial institutions like IDBI, ICICI, IFCI and SBI with the support of the Govt. of Gujarat as a national resource organisation committed to entrepreneurship development, education, training and research. North Eastern Development Finance Corporation North Eastern Development Finance Corporation (NEDFI) was promoted by national level financial institutions like ICICI Ltd in 1995 at Guwahati, Assam for the development of industries, infrastructure, animal husbandry, agri-horticulture plantation, medicinal plants, sericulture, aquaculture, poultry and dairy in the North Eastern states of India. NEDFI is the premier financial and development institution for the North East region. Asset Reconstruction Company India Limited Following the enactment of the Securitisation Act in 2002, ICICI Bank together with other institutions, set up Asset Reconstruction Company India Limited (ARCIL) in 2003, to create a facilitative environment for the resolution of distressed debt in India. ARCIL was established to acquire non performing assets (NPAs) from financial institutions and banks with a view to enhance the management of these assets and help in the maximisation of recovery. This would relieve institutions and banks from the burden of pursuing NPAs, and allow them to focus on core banking activities.




To be the leading provider of financial services in India and a `Major global bank. Understanding the needs of customers and offering them superior products and service. Leveraging technology to service customers quickly, efficiently and conveniently. Developing and implementing superior risk management and investment strategies to offer sustainable and stable returns tour policy holders. Providing an enabling environment to faster growth and learning for our employees.



Be the banker of first choice for our customers by delivering products and services. Expand the frontiers of our business globally. Play a proactive role in the full realisation of Indias potential.

high quality, world-class

Maintain a healthy financial profile and diversify our earnings across businesses and geographies. Maintain high standards of governance and ethics. Contribute positively to the various countries and markets in which we operate.



DEPOSITS: ICICI Bank offers wide variety of Deposit Products to suit your requirements. Coupled with convenience of networked branches/ ATMs and facility of E-channels like Internet and Mobile Banking, ICICI Bank brings banking at your doorstep. Select any of our deposit products and provide your details online and our representative will contact you for Account Opening. Savings Account ICICI Bank offers you a power packed Savings Account with a host of convenient features and banking channels to transact through. So now you can bank at your convenience, without the stress of waiting in queues. Young Stars its really important to help children learn the value of finances and money management at an early age. Banking is a serious business, but we make banking a pleasure and at the same time children learn how to manage their personal finances. Fixed Deposits Safety, Flexibility, Liquidity and Returns!!!! A combination of unbeatable features of the Fixed Deposit from ICICI Bank. Recurring Deposits When expenses are high, you may not have adequate funds to make big investments. But simply going ahead without saving for the future is not an option for you. Through ICICI Bank Recurring Deposit you can invest small amounts of money every month that ends up with a large saving on maturity. So you enjoy twin advantages- affordability and higher earnings. LOANS: ICICI Bank offers wide variety of Loans Products to suit your requirements. Coupled with convenience of networked branches/ ATMs and facility of E-channels like Internet and Mobile Banking, ICICI Bank brings banking at your doorstep. Select any

of our loan product and provide your details online and our representative will contact you for getting loans. Home Loans The No. 1 Home Loans Provider in the country, ICICI Bank Home Loans offers some unbeatable benefits to its customers - Doorstep Service, Simplified Documentation and Guidance throughout the Process. It's really easy! Personal Loans If you're looking for a personal loan that's easy to get, your search ends here. ICICI Bank Personal Loans are easy to get and absolutely hassle free. With minimum documentation you can now secure a loan for an amount up to Rs. 15 lakhs. Commercial Vehicle Loans Range of services on existing loans & extended products like funding of new vehicles, refinance on used vehicles, balance transfer on high cost loans, top up on existing loans, Xtend product, working capital loans & other banking products. INVESTMENTS: At ICICI Bank, we care about all your needs. Along with Deposit products and Loan offerings, ICICI Bank assists you to manage your finances by providing various investment options ranging from ICICI Bank Tax Saving Bonds to Equity Investments through Initial Public Offers and Investment in Pure Gold. ICICI Bank facilitates following investment products: 1. ICICI Bank Tax Saving Bonds 2. Government of India Bonds 3. Investment in Mutual Funds 4. Initial Public Offers by Corporate 5. Investment in "Pure Gold" 6. Foreign Exchange Services 7. Senior Citizens Savings Scheme, 2004 You can invest in above products through any of our branches. For select products ICICI Bank also provides the ease of investing through electronic channels like ATMs and Internet ( CARDS:

ICICI Bank offers a variety of cards to suit your different transactional needs. Our range includes Credit Cards, Debit Cards and Prepaid cards. These cards offer you convenience for your financial transactions like cash withdrawal, shopping and travel. These cards are widely accepted both in India and abroad. Read on for details and features of each. Credit Cards ICICI Bank Credit Cards give you the facility of cash, convenience and a range of benefits, anywhere in the world. These benefits range from life time free cards, Insurance benefits, global emergency assistance service, discounts, utility payments, travel discounts and much more. Debit Cards The ICICI Bank Debit Card is a revolutionary form of cash that allows customers to access their bank account around the clock, around the world. The ICICI Bank Debit Card can be used for shopping at more than 3.5 Lakh merchants in India and 24 million merchants worldwide. Travel Card Presenting ICICI Bank Travel Card. The Hassle Free way to Travel the world. Traveling with US Dollar, Euro, Pound Sterling or Swiss Francs; Looking for security and convenience; take ICICI Bank Travel Card. Issued in duplicate. Offers the Pin based security. Has the convenience of usage of Credit or Debit card.

FOREX SERVICES: Foreign Exchange Services ICICI Bank's Foreign Exchange Services will help you organize your foreign exchange in the most hassle free manner. Whether its Foreign Currency, Travelers Cheques or Travel Card, ICICI Bank Foreign Exchange Services is a one-stop solution to your foreign exchange requirement. Smooth journeys begin at ICICI Bank's Foreign Exchange Services. Take advantage of competitive rates. With ICICI Bank's Foreign Exchange Services you are assured of the best possible rates of Foreign Exchange - Currencies, Travelers Cheques or Travel Card, round the year. Enjoy professional and personalized service. We ensure hassle-free services for you with an assurance of prompt delivery of Foreign Exchange at your doorstep*. Foreign Exchange Services offers a variety of foreign exchange products like: ICICI Bank Travel Card Travelers Cheques (American Express)

Foreign Currencies

Mobile Banking Bank on the move with ICICI Bank Mobile Banking. With ICICI Bank, Banking is no longer what it used to be. ICICI Bank offers the Mobile Banking facility to all its Bank, Credit Card, Demat and Loan customers. ICICI Bank Mobile Banking can be divided into two categories of facilities: Request facility: ICICI Bank Mobile Banking Request facility enables you to ask for your account information. A user friendly automated service menu offers you convenient access to your account coupled with security as, all your transactions are protected by a Atm Pin - The Personal password to your Banks & Credit card Account and Tpin for your Demat Account. But if you do need any assistance our officers will be glad to help you Self Phone Banking (IVR) access Mechanisms are as follows: For Deposits --The customer would need to key-in his ATM/Debit Card Number and its corresponding ATM PIN. For Credit Cards -The customer would need to key-in his 16 digit Card Number and its corresponding ATM PIN. ATM ICICI Bank's 24 Hour ATM network is one of the largest and most widespread ATM Network in India. Our ATMs are located in commercial areas, residential localities, major petrol pumps, airports, near railway stations and other places which are conveniently accessible to our customers. ICICI Bank ATMs features user-friendly graphic screens with easy to follow instructions. We have introduced ATMs which interact with customers in their local language for increased convenience.


At ICICI Bank, we care about all your needs. Along with Deposit products and Loan offerings, ICICI Bank assists you to manage your finances by providing various investment options ranging from ICICI Bank Tax Saving Bonds to Equity Investments through Initial Public Offers and Investment in Pure Gold. ICICI Bank facilitates following investment Plans and Products: ICICI BANK BONDS Bonds of ICICI Bank 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 upto March 2005 are eligible for tax rebate under Sec 88 to the full extent possible. Bonds are listed on BSE, NSE. MUTUAL FUNDS INVESTMENT ICICI Bank Mutual Funds services aim at helping you design the ideal portfolio for your investment requirements. At ICICI Bank, we help you identify the appropriate mix of Mutual Fund schemes on the basis of asset allocation strategies. Invest in various schemes of multiple mutual funds with a satisfactory performance record and reap the benefits. Additionally, ICICI Bank Mutual Funds services also equips you with various research reports to help you make an informed decision.

ICICI BANK PURE GOLD Gold has been traditionally the popular investment for Indians. In fact, India, even today is amongst the largest buyers of Gold in the world. 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 organised avenue to satisfy that need, by taking care of the two key components Reliability and Convenience.

IPO You can invest in IPOs online through with same convenience of investing in equities - hassle-free and with zero paper work. Also, get in-depth analyses of new IPOs issues (Initial Public Offerings) which are about to hit the market. IPO calendar, recent IPO listings, prospectus/offer documents and live prices will help you keep on top of the IPO markets. DEMAT SERVICES

ICICI Bank Demat Services boasts of an ever-growing customer base of over 11.5 lacs account holders. In our continuous endeavor to offer best of the class services to our customers we offer the following features: e-Instructions: You can transfer securities 24 hours a day, 7 days a week through Internet & Interactive Voice Response (IVR) at a lower cost. Now with "Speak to transfer", you can also transfer or pledge instructions through our customer care officer. Consolidation Demat Account: Dematerialize your physical shares in various holding patterns and consolidate all such scattered holdings into your primary demat account at reduced cost Digitally Signed Statement: Receive your account statement and bill by email. Corporate Benefit Tracking: Track your dividend, interest, bonus through your account statement. Mobile Request: Access your demat account by sending SMS to enquire about Holdings, Transactions, Bill & ISIN details Mobile Alerts: Receive SMS alerts for all debits/credits as well as for any request, which cannot be processed Dedicated customer care executives specially trained at our call center, to handle all your queries. Countrywide network of over 235 branches, you are never far from an ICICI Bank Demat Services outlet PRIVATE BANKING The chosen few know that the secret to success in life is living it. To the fullest on your terms. Then life's luxuries follow naturally at home, at work, at play. Not as an exception, but as the rule. At ICICI Bank, we believe, it should be the same when it comes to banking. A world where talented people, synchronized processes and innovative products come together to create seamless global banking solutions. Solutions that go beyond wealth management. Solutions that are uniquely tailored to your specific needs.



ICICI Bank is India's second-largest bank with total assets of Rs. 3,562.28 billion (US$ 77 billion) at December 31, 2009 and profit after tax Rs. 30.19 billion (US$ 648.8 million) for the nine months ended December 31, 2009.


ICICI Bank comes with an really amazing fact of over India.

60000 and more, growing employees all


Board Members
Mr. N. Vaghul, Chairman Mr. Sridar Iyengar Mr. Lakshmi N. Mittal Mr. Narendra Murkumbi Mr. Anupam Puri Mr. Vinod Rai Mr. M.K. Sharma Mr. P.M. Sinha Prof. Marti G. Subrahmanyam Mr. T.S. Vijayan Mr. V. Prem Watsa Mr. K.V. Kamath, Managing Director & CEO Ms. Chanda Kochhar, Joint Managing Director & Chief Financial Officer

Board Committees
Audit Committee Mr. Sridar Iyengar

Mr. Narendra Murkumbi Mr. M. K. Sharma Board Governance & Remuneration Committee

Mr. N. Vaghul Mr. Anupam Puri Mr. M. K. Sharma Mr. P. M. Sinha Prof. Marti G. Subrahmanyam Customer Service Committee

Mr. N. Vaghul Mr. Narendra Murkumbi Mr. M.K. Sharma Mr. P.M. Sinha Mr. K. V. Kamath Credit Committee

Mr. N. Vaghul Mr. Narendra Murkumbi Mr. M .K. Sharma Mr. P. M. Sinha Mr. K. V. Kamath Fraud Monitoring Committee

Mr. M. K. Sharma Mr. Narendra Murkumbi Mr. K. V. Kamath Ms. Chanda D. Kochhar

Mr. V. Vaidyanathan

Risk Committee Mr. N. Vaghul Mr. Sridar Iyengar Prof. Marti G. Subrahmanyam Mr. V. Prem Watsa Mr. K. V. Kamath Asset-Liability Management Committee Ms. Chanda D. Kochhar Ms. Madhabi Puri-Buch Ms. Chanda D. Kochhar Ms. Madhabi Puri-Buch Mr. Sonjoy Chatterjee Mr. V. Vaidyanathan Committee of Directors Ms. Chanda D. Kochhar Ms. Madhabi Puri-Buch Mr. Sonjoy Chatterjee Mr. V. Vaidyanathan


ICICI formerly Industrial Credit and Investment Corporation of India is a major banking and financial services organization in India. It is the second largest bank in India

and the largest private sector bank in India by market capitalization. The bank also has a

network of 2,016 branches (as on 31 March 2010) and about 5,219 ATMs in India and presence in 18 countries,[2] as well as some 24 million customers (at the end of July 2007). ICICI Bank offers a wide range of banking products and financial services to corporate and retail customers through a variety of delivery channels and specialization 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.[4] ICICI Bank's shares are listed on the stock exchanges at BSE, NSE, Kolkata and Vadodara (formerly Baroda) ; its ADRs trade on the New York Stock Exchange (NYSE). The Bank is expanding in overseas markets and has the largest international balance sheet among Indian banks.. This includes wholly owned subsidiaries in Canada, Russia and the

UK (the subsidiary through which the Hi SAVE savings brand[5] is operated), 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 1,014.21 crore on a 1.29% increase in total income to 9,712.31 crore in Q2 September 2008 over Q2 September 2007. The bank's CASA ratio increased to 30% in 2008 from 25% in 2007.[6][7] ICICI Bank is one of the Big Four Banks of India, along with State Bank of India, Punjab National Bank of India and Canara Bank its main competitors.[8] In 1954, 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. In 1994, ICICI established Banking Corporation as a banking subsidiary. Formerly known as Industrial Credit and Investment Corporation of India, ICICI Banking Corporation was later renamed as 'ICICI Bank Limited'. ICICI founded a separate legal entity, ICICI Bank, to undertake normal banking operations - taking deposits, credit cards, car loans etc. In 2001, ICICI acquired Bank of Madura (est. 1943). Bank of Madura was a Chettiar bank, and had acquired Chettinad Mercantile Bank (est. 1933) and Illanji Bank (established 1904) in the 1960s. In 2002, The Boards of Directors of ICICI and ICICI Bank approved the reverse merger of ICICI, ICICI Personal Financial Services Limited and ICICI Capital Services Limited, into ICICI Bank. After receiving all necessary regulatory approvals, ICICI integrated the group's financing and banking operations, both wholesale and retail, into a single entity.


I have done my Summer training under the guidance of Mr.Naveen vinayak My working tenure was full of learning and development. I got the real exposure of corporate world during summer training. I was blessed with the great mentor who develop my skills and enhanced my knowledge. Mr.Naveen vinayak has given us training in the democratic style, which is generally the most effective leadership style. She offered guidance to trainees, he also participate in the training program and allow input from all the trainees. he encouraged trainees to participate in the training process, trainees feel engaged in the process and felt very motivated and creative. My mentor was full of skill which made inspire all the trainees. Some of the skills are as followed: Skills of Mentor1) 2) 3) 4) 5)

communication skills human skills speaking skills decision making skills problem solving skills



This project is a compilation of the work that is taken up by a financial Institution while financing an industrial project. The basic theme of the study is: To cover, all the major issues and aspects, so as to bring forth the exacts of this crucial work of a bank/FI (Credit administration department). To study of the various products and services provided by the ICICI. To know the satisfaction level of the consumers of ICICI as compared to the other banks. To know how much the products and services are beneficial to the customers To understand the procedure as to how the actual financing takes place and what all intricacies are involved in the same.


Research Methodology is a way to systematically solve the research problem involving a study of various steps that are adopted by the researcher in studying his/her research problem. As a part of project it was also required to obtain the views from ICICI customers regarding their satisfaction level to its services especially ATM and internet banking. Through out the project my entire focus was to check the awareness level of the customers towards the different services of ICICI and their views and perception about the same. Finally the project was concluded by taking the feedback from the customers by filling up of questionnaires. STEPS IN THE MARKET RESEARCH

Identification of the Objective (problem) Initial collection of the data from secondary sources. Identification of sample size and sampling area. Formulation of the questionnaire. Collection of the primary data through fieldwork. Analysis and interpretation of the collected data.

Preparation of the research report along with observations & recommendations


This project is more of a qualtitative study than a quantitative study. Since this project aims at study of satisfaction of retail traders achieved by various banks, the best way to do it is to check out first hand the efficiency and effectiveness by personally going to the market and talking to the various retail & showroom traders. The qualitative analysis of this project is mainly based on first hand observation of the market, the way it functions and by having unstructured conversations with distributors, retailers and consumers.

TYPES OF RESEARCH DESIGN Exploratory Research (huh?) Designed to generate basic knowledge, clarify relevant issues uncover variables associated with a problem, uncover information needs, and/or define alternatives for addressing research objectives.A very flexible, open-ended process. Descriptive Research (who, what, where, how) Designed to provide further insight into the research problem by describing the variables of interest.IT Can be used for profiling, defining, segmentation, estimating, predicting, and examining associative relationships. Causal Research (If-then) Designed to provide information on potential cause-and-effect relationships.Most practical in marketing to talk about associations or impact of one variable on another.

The study adopted in the project is descriptive in nature. The project makes use of ample amount of data to arrive at the conclusions of preset objectives. It does so by paying equal attention to both quantitative as well as qualitative data. This data is of extreme help as almost all the steps of the study are dependent on the reliability & accuracy of this data. Care has been taken to ensure that these figures are foolproof. Methodology that was adopted while collecting data is tried to be kept as free of subjectivity. The following methods were employed: Collection of the data from the customers. Verification of this data & preparation of revised project report and projections submitted by the company Market survey regarding product. Visit to similar other units & discussions held with their technical staff, regarding performance of similar type of products.


PRIMARY DATA: It is a fresh data which is collected by the researcher himself. The primary data that I collected were the first hand information, which I received through personal interviews with the consumers and through questionnaires. This data gave the most vital information for making my analysis of the prevailing banking behavior of the consumers SECONDARY DATA: It is data which is already present in the records and is collected by someone else. Secondary data involved in my research were the information that I collected through the ICICI Banks Internet service and through the various brochures and pamphlets of the bank.

DATA COLLECTION SOURCES 1. Primary Data (a) Questionnaire (b) Market survey (c) Personal interview 2. Secondary Data (a) Internet (b) Newspaper (c) Brochure of banks (d) Product manual of bank


Target Population: The target population under this survey are the students, businessman, service class and retired people who are the customers of ICICI. Also the target population is limited to the central Delhi only. Type of Sampling: The sample is drawn on non-probability sampling basis i.e. Non-random sampling technique has been used. The list of target population is definite and already decided in advance. Sample Size: The sample size taken into consideration includes simple of around 100 related people in various different location. The sample size has been decided in accordance with the instructions given by the ICICI Bank.

SAMPLING TECHNIQUE USED I have employed convenient Sampling Technique of Statistics. My survey continued for 15-20 days, each day filling up 5-6 questionnaires that was a convenient size for me. The Sample of 100, which is relatively small, was taken considering the time and resource constraint. Every customer is a suspect but youve got to find the prospective one.

Sampling Instrument :Questionnaire

QUESTIONNAIRE DESIGN Questionnaire: - A questionnaire consists of a set of questions presented to respondent for their answers. It can be Closed Ended or Open Ended Open Ended: - Allows respondents to answer in their own words & are difficult to Interpret and Tabulate.

Close Ended: - Pre-specify all the possible answers & are easy to Interpret and Tabulate. In this study I have used both open ended & closed ended questions TYPES OF QUESTION INCLUDED: DICHOTOMOUS QUESTIONS Which has only two answers Yes or No. MULTIPLE CHOICE QUESTIONS Where respondent is offered more than two choices. IMPORTANCE SCALE A scale that rates the importance of some attribute. RATING SCALE A scale that rates some attribute from very important to not so important and average important.


Business firms undertake Swot analysis to understand the external and internal environment. SWOT, which is the acronym for Strength, Weakness, Opportunities and Threats, is also known as WOT-UP Analysis. Through such an analysis strength and weakness existing within an organization can be matched with the opportunities and threats operating the environment so that an effective strategy can be formulated. An effective organization strategy, therefore, is one that is capitalized on the opportunities and through the use of strengths and neutralizes the threats maximizing the impact of weakness.

Strengths: Well Reputed Bank Expanding into New Location Well-Covered Market in Delhi Competitive Products Relatively New Team Appraisal techniques are used.


HDFC Bank, PNB, SBI Bank and Citibank dominate players in the Market Fewer locations as compared with HDFC and ICICI Bank Service delivery is weak Negative work environment. High interest rate as compared to others housing finance institution. Top management takes large amount of time to approve high value loan borrowers.


ICICI can offer a complete relationship Advantage of large network over other banks Opportunity to pitch in for National and International convenience Special rates of interest are offered during exhibitions. Product life cycle is to be reviewed.


Other Banks offering loans at lower rate of interest. People looking for change. The competition in market is very high due to the private players. The rates of interest of other players are quite low. Innovative schemes from other players.


Location-wise and customised MIS, also available online Courier pick-up facility Competitive pricing Flexible day arrangement Competitive pricing Customised MIS Flexible day arrangement



My analysis is based primarily on the information collected through 100 questionnaires that I obtained during the field study in Central delhi. A copy of the questionnaire that was used has been attached in the appendix. The analysis made is as follows: THE BANKING HABIT OF THE CONSUMERS 1. Types of bank in which the consumers have their accounts.

Multinational 20%

Private 10% Natioanlised/cooperative 70%

Natioanlised/co-operative Private Multinational

The above charts shows that of the 100 consumers questioned, 70% of them had their accounts in Nationalized Banks, 10% in private banks, and 20% had their accounts in Multinational Banks. This shows that the consumers still have full belief in the Nationalized Banks. The share of the MNCs is only 20%. Their share has been increasing during the past years but they have to provide more services and commitment to gain more customers.

2. Factors Influencing The Decision To Open An Account With The Bank

8% 4% 10%

Facilities provided by the bank Recommendation by friends/relatives Advertisement Brand

12% 0% 2% 64%

ATM's Branch timing Location

The facilities provided by the bank serve as the most influencing factor in opening the account in any bank. The brand image or the goodwill also helps in attracting the new customers. ATM service accounts for 10% in making this decision. But it has been seen that advertisements do not attract the people as they are mainly deceptive. Branch timing and location of the branch are also the determining factors.

3. How would you rate your experience with your current bankers

Experience with Current Bankers 40


30 20 0


40 20 10 Poor




Good Fair Categorization

1. 2. 3. 4.

Excellent Good Fair Poor

All these people having accounts with their current bankers were found to be satisfied with the existing set up. A majority of them rated their experience as satisfactory and above

4. The most satisfactory factor of the bank

45 NUMBER OF CUSTOMERS 40 35 30 25 20 15 10 5 0 Reliability Personal care Fast service Others SATISFACTORY FACTOR

Reliability is the feature that satisfies 40% of the population. Quick and prompt service is the next that helps in sustaining the customers. 32% finds quick service as the satisfactory feature. In mechanized banking environment people finds that their bankers lack personal care as only 18% finds satisfaction through this. 10% people find satisfaction from other features.

5. Most used electronic channels


40 35 30 25 20 15 10 5 0 Atm Phone banking Mobile banking Internet banking Others


In the survey, the most used e-channel of banking comes out to be ATM i.e. 35%. Internet banking is the next used channel for almost 28%. Phone banking is used least with only 5% users. There is close competition between mobile banking and other means with 15 and 17 percent respectively.

6.How important are the following banking facilities for you


Services and Customers needs

Through the following tabular information, we now look at the needs of the customer and requirements before coming to the banking and account opening requirement. People have listed their requirements by marking the relative importance of their needs in the following table. While services like ATM and Phone banking have been at the top of the list seeking and catering to customers requirement, insurance and Discounts dont seem to affect customer much.







Importance of facilities to a consumer (being displayed as the choice of majority people from the sample)

7. Use of the Debit Card

no 30% yes no yes 70%

We find that out of 100 customers, only 70% holds the debit card and 30% of them still do not use the Debit Card. So the banks should now make the consumers aware of the facilities that they can acquire through the use of the Debit Card so as to increase the debit card holders.

8.Purpose of using e- banking channels

others 6% Cash withdraw 36%

Cash deposit 33%

Cash withdraw Balance enquiry Cash deposit others

Balance enquiry 25%

Transfer of cash through e-banking has become very popular purpose of using such channels. This is shown through survey where 36% users use these channels for cash withdrawal purpose and with close competition is the cash deposit with 33% users. Balance enquiry is the next popular purpose with 25% users. Around 6% users use these channels for other purposes as well.

9.Advantages of ATM & Internet banking channels are:

70 NUMBER OF CUSTOMERS 60 50 40 30 20 10 0 Cost effective Increase productivity Time saving 22 20 58

0 None of these


As per the responses to 100 questionnaires, an attempt was made to measure the merits of ATM & Internet banking channels. In the response it was found that these channels are extremely time saving with 58% of people agreeing with this point. 22% users find it cost effective and 20% are of the belief that they increases the productivity in their operations

10. Which bank would you like to prefer from the following

Banks preferred by people

10% 7% 23%

35% PNB (23 people) SBI (35 people) CITI BANK (7 people)

25% ICICI (25 people) HDFC (10 people)

Out of 100 consumers, 25% ( 25 people) would like to prefer ICICI; 23% (23 people) prefer PNB; 35% (35 people) SBI; 10% (10 people) prefer HDFC and 6.6% (7 people) CITI BANK. With the help of the chart we can see that the ICICI Bank have to go a long way to penetrate into the life style of the consumers. They have to beat their competitors by providing more services that are given by them.



D, 9% C, 19% A, 47%


B, 25%

If we closely look at the pie-chart, we can say that the people between the age group of 25 to 55 are the main customer of the bank, which contributes almost 75% of the banks customers. But the old age and the young people have been less attractive on this leading product of ICICI Bank, which is a matter of concern. So more focus should be given to them as they have the huge



This pie chart clearly shows that service holder and the business people are the main customer of the bank. Reason for this could be as per interviewed was working hour and anywhere banking which suits them. 8 to 8 banking give them the freedom to do banking work after the office. Students contribution is less as student account is not available in Patna and 5000 as minimum balance is not possible for them. Other section should be increased by creating awareness about the banking products

13. How did you first came to know about the ICICI Bank
1. Television 2. Radio 3. News paper 4. Magazine 5. Other people 6. Internet


NO. OF PEOPLE (out of 100)



20 7 15 10 45 3

20% 6.6% 15% 10% 45% 3.3%

It was observed that out of 100, people, around 45% (45 people) came to know about ICICI through other people, 20% (20 people) T.V., 15% (15 people) from newspaper and the rest from other sources.



Saving account is the leading and attractive product for the ICICI Bank as it has occupied a major chunk in this chart. This number and percentage clearly shows that this product has all the quality to give the customer best services and ability to satisfy them. On the second and third position current and fixed deposit has also been helpful to increase the customer base but still their performance needs to be improved. As far as NRI and other accounts are concerned they have less appearance. So majority of the business is moving around few leading products. Reason could be either people are not aware about the various products of the bank or bank has limited range of products. So bank must ascertain that where things are going wrong and for that what sort of necessary step could be taken.


NO 5% YES NO YES 95%

As per the chart we show that 5% of the people dont want to recommend ICICI Bank to others. Bank must find the reason of their dissatisfaction because in this competitive world we have to achieve this target.


ICICI Bank bas a great learning experience for me and in the due course of my project I found out that the consumers go for the ICICI Bank for a status symbol and not merely for baking process. Its a prestigious issue for the customers that they hold ICICI Bank account and so the bank should try and meet its commitment and keep the faith of the customers.

ICICI Bank should maintain good relationship with its customers like providing reliable After Sale services so that the customers can build their faith in the bank and bring in more references to join the ICICI Bank.

Today facilities like atm, internet banking, phone banking, etc. are really important and necessary for the customers towards which ICICI has taken a great step in providing these to the customers.

ICICI hold a good proportion of consumers in the market. ICICI is not only providing a great opportunity, but also fulfilling its social responsibilities by providing free zero balance accounts to all the students under their YOUNG STAR ACCOUNT scheme.

Majority of consumers opt for DEBIT CARD. 64% of the samples hold their account in the ICICI. People prefer banking services in deciding which bank to opt for.


Every Study suffers from certain limitations and so does this project. So, the applicability of the findings and recommendations is subjected to the following mentioned constraints/limitations Respondents were reluctant to give their views on data or open to other Shortage of time duration for the research work Financial constraint. Geographical selectivity in study limiting to North Delhi city only. Hiding of some true facts by the respondents due to the fear of the management Some of the responses given by the respondents were not legible and clear.


ICICI Bank gave me a great opportunity to explore the banking sector in the economy. It really does have a lot of positive aspect, which are so lucrative that anybody would be attracted towards having a deposit with the Bank. Still I feel that there are some areas where ICICI Bank have to improve upon to have the complete faith of the consumers. These areas are highlighted as:

ICICI Bank seems to have been concentrating more on numbers (the numbers of deposits) specially saving / current account that they can produce and in the process the After Sale services has lagged behind.( majorly due to the YOUNG STAR Account scheme launched by the bank.)

The sales term has gone far ahead of the customers care unit and so ICICI Bank have to do something to improve the services that they provide to the customer. ( the quantity is increasing more than the quality).

The customer satisfaction is not there.The bank should remember that a single satisfied customer could be a great help in bringing in new accounts for the bank by giving reference.

There are so many ICICIs ATMs. A customer feels proud in visiting their own banks ATM. Its all right that ICICI account holder can access their account through other banks ATM as well, but that appeal of belongingness does not exist when a customer goes into other banks ATM. The customer feels proud of ICICI Bank account, its hottest brand name and they want other people to see them enter into a ICICI ATM to access their account and so the management should try and increase the number of

ICICIs own ATM centres, especially in and around cinema halls like PVR, shopping complexes etc. moreover, all of them should function properly.


ICICI should concentrate more on quality of the service rather than quantity. Each and every customer should be handled with utmost care and responsibility. The staff members should have a positive attitude and should meet their customers with more patience The bank should invest in technology to ensure reliable service delivery. The bank should not take too much of time while granting the loan so as the customer may not face any problem.

Fixed deposit rates have gone down very much; ICICI should create some mechanism to bring about some kind of stability in the interest rates


C.B. Gupta Sales & Distributions Management, Excel Books, 2003. G.C. Berry Marketing research ,Tata McGraw Hill, 2008 PHILIP KOTLER Principles of Marketing Management, Prentice Hall India, 2007.


Economic Times


The Times of India Hindustan Times


ICICIs brochures.




Phone : off:




(for the following questions, please tick the appropriate option for your answer)

Monthly Income: 5000 10000

10000 20000

20000 And above

Q1. Type of Banks you are holding saving account with1. Nationalized / co-operative 2. Private 3. Multinational

Q2. Which of these factors influenced your decision to open an account with your current bank? 1. 2. 3. 4. 5. 6. Facilities provided by the Bank Recommendation by friend / relatives Advertisement Brand ATMs Branch timing

Q3. How would you rate your experience with your current bankers? 1. 2. 3. 4. Excellent Good Fair Poor

Q4. What satisfied you most in your bank? 1.Reliability 2.Personal Care 3.Fast Service 4.Others (Specified)

Q5.Which are the most used electronic channels? 1.ATM 2.Phone banking 3.Mobile banking 4.Internet banking 5.others


Q7.Do you presently hold a Debit Card? 1.Yes 2.No

Q8.For what purpose you use e- banking channels? 1.Cash withdraw 2.Balance inquiry 3.Cash deposit 4.Others (Specified)

Q9.Do you think ATM & Internet banking channels are? 1..Cost effective 2..Increases productivity 3..Time saving 4.None of these

Q10. Which bank would you like to prefer from the following? 1. ICICI 2. SBI 3. PNB 4. HDFC 5. CITY BANK

Q11. Which age group peoples are the main customer of the bank? 1.18-25 2.25-55 3.55-65 4.65 and above

Q12.Who are the potential customers of the bank? 1.service holder people 3.students 4.others

Q13. How did you first came to know about the ICICI Bank? 1. Television 2. radio 3. news paper 4. magazine 5. other people 6. Internet

Q14. What kind of account do you have in ICICI Bank? 1.Saving Account 2.Current Account 3.Fixed Deposit 4.N.R.I. Services

Q15. Would you recommend ICICI Bank to other? 1. YES 2. NO

Q16. Any recommendation/ suggestion?