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SWAMI VIVEKANAND COLLEGE OF

ENGINEERING

(SCHOOL OF MANAGEMENT)

MAJOR RESEARCH PROJECT


(SYNOPSIS)
ON

A COMPARATIVE STUDY OF CUSTOMER


SERVICES IN ICICI AND SBI

In partial fulfillment of the


The requirements of MBA Program of DAVV,
INDORE
Subject code 409c
(2008-10)

Submitted to:
Submitted by:
D.A.V.V University
PRIYANKA GOUR
E
NROLL.NO:
0
81894620038

CONTENTS

 INTRODUCTION

 REVIEW OF LITERATURE

 OBJECTIVE OF STUDY

 SCOPE OF STUDY

 RESEARCH METHODOLOGY
 Type of research

 Data collection

 Sample design

 Tools for data analysis

 REFERENCE

INTRODUCTION

COMPANY PROFILE OF SBI:

State Bank of India (SBI) is India's largest commercial bank. 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 State Bank Group includes a
network of eight banking subsidiaries and several non-banking
subsidiaries offering merchant banking services, fund management,
factoring services, primary dealership in government securities, credit
cards and insurance.

State Bank of India offers the following services to its customers –

• Domestic Treasury.
· SBI Vishwa Yatra Foreign Travel Card.
· Broking Services
· Revised Service Charge.
· ATM Services.
· Internet Banking.
· E-Pay.
· E-Rail.
· RBIEFT.
· Safe Deposit Lockers.
· Gift Cheques.
· MICR Codes.
· Foreign Inward Remittances.
Moreover, State Bank of India has Colleges/Institutes/Training Centers
that are the seats oflearning and research and development. It caters not
only to the employees of State Bank of India but also other
banks/establishments in India and abroad.

COMPANY PROFILE OF ICICI-

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. The Bank has a network of 1,723 branches and about 4,883
ATMs in India and presence in 18 countries. 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,
life and non-life insurance, venture capital and asset management.

SERVICES PROVIDED BY ICICI BANK:-


Personal banking
NRI banking
Corporate banking
Business banking
Agriculture and Rural banking

REVIEW OF LITERATURE
The banking sector in India has made remarkable progress since the
economic reforms in 1991. New private sector banks have brought the
necessary competition into the industry and spearheaded the changes
towards higher utilization of technology, improved customer service and
innovative products. Customers are now becoming increasingly conscious
of their rights and are demanding more than ever before. 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. In this context, prioritization of
preferences and close monitoring of customer satisfaction have become
essential for banks. Keeping these in mind, 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. For this
purpose, Factor Analysis, which is the most appropriate multivariate
technique, has been used to identify
the groups of determinants. 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. Secondly, this study also suggests some measures to formulate
marketing strategies to lure customers towards banks.

OBJECTIVES
 To study whether the customers are satisfied with their services
among ICICI and SBI.
 To know which bank provides better services to their customers.
 To know about the Customer preferences among ICICI and SBI
bank
 To give Suggestions to improve the services

SCOPE OF THE STUDY:


This study is analysis and comparison of customer servicer provided by
the ICICI and SBI. It is helpful in analyzing the services provided to the
customer and their comparison.

RESEARCH METHODOLOGY

Types of Research:

The research will be exploratory in nature. People who are having account
in ICICI and SBI will be considered for this study.

DATA COLLECTION
1) PRIMARY DATA:
This consisted questionnaire and interaction from people who are having
an account in ICICI and SBI.A focus group study will be conducted to
design the customer survey questionnaire with a sample size of 100
respondents.

2) SECONDARY DATA: Secondary data consisted:


A. SBI website
B. ICICI website
C. Research paper
D. Internet

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. The respondents can be any gender, any income
level, any occupation and any education level.

Sampling unit

• The sampling units are customers of ICICI bank and SBI bank

Sample Size:
A Sample size of 100 respondents will be taken for the current study
because it is not possible to cover the whole universe in the available time
period. So it is necessary to take the sample size.50 respondents from
ICICI and 50 from SBI.

• Sampling technique:
The sampling technique will be non probability sampling specifically the
snowball sampling will be use in this research. Snow ball sampling will be
use to collect
Data from the customers. Snow ball sampling refers to the procedure that
involves the selection of additional respondents based on referrals of
initial respondents.

DATA ANALYSIS:
Appropriate statistical analysis will be adopted. The data will be tabulated
and analyzed by graph.

LIMITATION OF THE STUDY


 The study is limited to a particular branch of SBI and ICICI
bank.
 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.
 The research study is more prone to error due to human
involvement & personal biases.
 The sample was collected using connivance-sampling
techniques.
BIBLIOGRAPHY-

Websites:

www.icici.com

WWW.googlesearch.com

WWW.SBI.CO.in

WWW.scribd.com