A PROJECT REPORT ON µCUSTOMER SATISFACTION ¶ FOR

ICICI BANK

SUBMITTED TO UNIVERSITY OF PUNE IN PARTIAL FULFILMENT OF TWO YEAR FULL TIME COURSE MASTER OF BUSINESS ADMINSTRATION (MBA) SUBMITTED BY DEEPAK KUMAR MISHRA (BATCH 2009-2011) ROLL NO-234

RAJMATA JIJAU SHISHAN PRASARAK MANDAL¶S INSTITUTE OF COMPUTER AND MANAGEMENT RESEARCH (ICMR), DUDULGAON, PUNE-412105

UNDER GUIDENCE OF PROF. SAMBHAJI DORGE

JULY 2010

ACKNOWLEDGEMENTS
If words are considered to be signs of gratitude then let these words Convey the very same My sincere gratitude to ICICI BANK for providing me with an opportunity to work with bank and giving necessary directions on doing this project to the best of my abilities. I am highly indebted to Mr. DEEP CHANDRA (RM) company project guide, who has provided me with the necessary information and also for the support extended out to me in the completion of this report and his valuable suggestion and comments on bringing out this report in the best way possible. I also thank Prof. SAMBHAJI DORGE,who has sincerely supported me with the valuable insights into the completion of this project. I am grateful to all faculty members of my college and my friends who have helped me in the successful completion of this project.

Thanking You Deepak Kumar Mishra

INDEX

SR.NO.
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15

CHAPTER TITTLE
EXCUTIVE SUMMARY INTRODUCTION RESEARCH OBJECTIVE COMPANY PROFILE PRODUCT AND CUSTOMER SEGMENTS RESEARCH METHODOLOGY COMPANY EFFORTS TO ENSURE CUSTOMER SATISFACTION DATA ANALYSIS COMPARISON WITH SBI SWOT ANALYSIS FINDING SUGGESTION CONCLUSION BIBLIOIGRAPHY QUESTIONNAIRES

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

AB AMR . etc.INT TION The banking secti n will navigate through all the aspects of the Banking System in India. the Indian Banks Association (IBA) and top 20 banks like IDBI. It will discuss upon the matters with the birth of the banking concept in the country to new players adding their names in the industry in comingfew years. the past has been well explained under three different heads namely: History of Banking in India Nationali ation of Banks in India Scheduled Commercial Banks in India The first deals with the history part since the dawn of banking system in India. Banking structure in India . HSBC. has been well defined under three separate heads with one page dedicated to each bank. Section 42 (6) (a) of RBI Act 1934 lays down the condition of scheduled commercial bank. in the introduction part of the entire banking cosmos. The banker of all banks. The last but not the least explains about the scheduled and unscheduled banks in India. This has been elaborated in Nationali ation Banks in India. However. Reserve Bank of India (RBI). Government took major step in the 1969 to put the banking sector into systems and it nationali ed 14 private banks in the mentioned year. ICICI.

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

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

Central Bank of India. mostly small. Canara Bank. Moreover. Indian Bank. The East India Company established Bank of Bengal (1809). Reserve Bank of India was vested with extensive powers for the supervision of banking in India as the Central Banking Authority. These three banks were amalgamated in 1920 and Imperial Bank of India was established which started as private shareholders banks. In 1865 Allahabad Bank was established and first time exclusively by Indians. funds were largely given to traders. and Bank of Mysore were set up. It formed State Bank of India to act as the principal agent of RBI and to handle banking transactions of the Union and State Governments all over the country. Punjab National Bank Ltd. Between 1906 and 1913. 1949 which was later changed to Banking Regulation Act 1949 as per amending Act of 1965 (Act No. was set up in 1894 with headquarters at Lahore. There were approximately 1100 banks. As an aftermath deposit mobilization was slow. Phase II Government took major steps in this Indian Banking Sector Reform after independence. In 1955.Phase I The General Bank of India was set up in the year 1786. . Abreast of it the savings bank facility provided by the Postal department was comparatively safer. 23 of 1965). During the first phase the growth was very slow and banks also experienced periodic failures between 1913 and 1948. Bank of Bombay (1840) and Bank of Madras (1843) as independent units and called it Presidency Banks. Next came Bank of Hindustan and Bengal Bank. Bank of India. the Government of India came up with The Banking Companies Act. mostly Europeans shareholders. Reserve Bank of India came in 1935. To streamline the functioning and activities of commercial banks. During those day¶s public has lesser confidence in the banks. Bank of Baroda. it nationalized Imperial Bank of India with extensive banking facilities on a large scale especially in rural and semi-urban areas.

a committee was set up by his name which worked for the liberalization of banking practices. 1969: Nationalization of 14 major banks. the branches of the public sector bank India rose to approximately 800% in deposits and advances took a huge jump by 11. 1955: Nationalization of State Bank of India. 1961: Insurance cover extended to deposits. It was the effort of the then Prime Minister of India.000%. Mrs. 14 major commercial banks in the country was nationalized. Banking in the sunshine of Government ownership gave the public implicit faith and immense confidence about the sustainability of these institutions. This step brought 80% of the banking segment in India under Government ownership.Seven banks forming subsidiary of State Bank of India was nationalized in 1960 on 19th July. Phase III This phase has introduced many more products and facilities in the banking sector in its reforms measure. major process of nationalization was carried out. 1975: Creation of regional rural banks. 1969. . 1959: Nationalization of SBI subsidiaries. 1971: Creation of credit guarantee corporation. In 1991. 1980: Nationalization of seven banks with deposits over 200 crore. After the nationalization of banks. The following are the steps taken by the Government of India to Regulate Banking Institutions in the Country: 1949: Enactment of Banking Regulation Act. Indira Gandhi. under the chairmanship of M Narasimham. Second phase of nationalization Indian Banking Sector Reform was carried out in 1980 with seven more banks.

The financial system of India has shown a great deal of resilience. the foreign reserves are high. Efforts are being put to give a satisfactory service to customers. and banks and their customers have limited foreign exchange exposur . It is sheltered from any crisis triggered by any external macroeconomics shock as other East Asian Countries suffered. the capital account is not yet fully convertible.The country is flooded with foreign banks and their ATM stations. This is all due to a flexible exchange rate regime. Time is given more importance than money. Phone banking and net banking is introduced. The entire system became more convenient and swift.

RESEARCH OBJECTIVE 1. 3. To identify and study the various ways of ensuring customer satisfaction adopted by ICICI BANK Vs HDFC & SBI. . 2. To draw the comparative analysis of ICICI BANK Ltd with SBI etc. To study customer perception about ICICI BANK Ltd. To identify the major attributes of customer satisfaction. 4.

United Arab Emirates.848 companies and 16. ICICI Bank has grown from a development bank to a financial conglomerate and has become one of the largest public financial institutions in India. ICICI Bank has financed all the major sectors of the economy. ICICI Limited was established in 1955 by the World Bank. the Government of India and the Indian Industry. ICICI BANK FACT FILES: Total assets: Rs.COMPANY PROFILE HISTORY ICICI Bank (formerly Industrial Credit and Investment Corporation of India). As of March 31.880 Abroad Subsidiaries: United Kingdom and Canada Abroad branches: Singapore and Bahrain Representative offices: United States. for the promotion of industrial development in India by giving project and corporate finance to the industries in India.146. . ICICI had disbursed a total of Rs. and Bangladesh and South Africa.851 projects.070 crores.214 crore (December 31.1.13. 2000. 2004) Network: 530 branches ATMs: Over 1. since inception. China. covering 6.

ICICI Bank set up its international banking group in fiscal 2002 to cater to the cross border needs of clients and leverage on its domestic banking strengths to offer products internationally. Indonesia. Thailand. branches in Belgium.3 bn) at March 31. life and non-life insurance. and 24 million customers (at the end of July 2007). a network of over 1. 2006 (Rs. 22 regional offices and 49 regional processing centers. life and nonlife insurance. The Bank is expanding in overseas markets and has the largest international balance sheet among Indian banks. and its ADRs on the New York Stock Exchange (NYSE).05 bn (US$ 449 mn) for the year ended March 31. ICICI Bank has a network of about 614 branches and extension counters and over 2. an advisory branch in Dubai. Mumbai and the National Stock Exchange of India Limited. This includes wholly owned subsidiaries in Canada.491 branches. the United Arab Emirates and USA.ICICI Bank is India's second-largest bank with total assets of about Rs.485 ATMs (at the end of September 2008). branches and representatives offices in 18 countries. about 4. 2005). Bank has total assets of about USD 100 billion (at the end of March 2008). 20.89 bn (US$ 56. Overseas. 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. ICICI Bank offers a wide range of banking products and financial services to corporate and retail customers through a variety of delivery channels and specialized subsidiaries and affiliates in the areas of investment banking. venture capital and asset management. Malaysia. 2006 and profit after tax of Rs. ICICI Bank now has wholly-owned subsidiaries. 2. offshore banking units in Bahrain and Singapore. Hong Kong and Sri Lanka. the Bank is targeting the NRI (Non-Resident Indian) population in particular.) ICICI Bank is also the largest issuer of credit cards in India. (These data are dynamic. including an offshore unit in Mumbai. ICICI Bank has got its equity shares listed on the stock exchanges at Kolkata and Vadodara. venture capital and asset management. . ICICI Bank (BSE: ICICI) ( Industrial Credit and Investment Corporation of India) is India's largest private sector bank in market capitalization and second largest overall in terms of assets. South Africa.40 bn (US$ 569 mn) for the year ended March 31. China.200 ATMs. Russia and the UK (the subsidiary through which the hisave savings brand is operated).513. and representative offices in Bangladesh. 25.

Hong Kong.31 crore in Q2 September 2008 over Q2 September 2007. branches in Singapore. 2006. ICICI Bank has formulated a Code of Business Conduct and Ethics for its Directors and employees. ICICI's shareholding in ICICI Bank was reduced to 46% through a public offering of shares in India in fiscal 1998. The principal objective was to create a development financial institution for Providing medium-term and long-term project financing to Indian businesses. ICICI Bank is the most valuable bank in India in terms of market capitalization. an Indian financial Institution.15% rise in net profit to Rs. Sri Lanka and Dubai International Finance Center and representative offices in the United States.8 billion) ranked third amongst all the companies listed on the Indian stock exchanges.ICICI reported a 1. with free float market capitalization of about Rs. South Africa and Bangladesh. 9. 1. ICICI was formed in 1955 at the initiative of The World Bank. and secondary market sales by ICICI to institutional investors in fiscal 2001 and fiscal 2002. In the 1990s. At June 5. United Arab Emirates. The bank's current and savings account (CASA) ratio increased to 30% in 2008 from 25% in 2007.29% increase in total income to Rs. ICICI Bank currently has subsidiaries in the United Kingdom. ICICI Bank.21 crore on a 1. China. an equity offering in the form of ADRs listed on the NYSE in fiscal 2000. Russia and Canada.014.712. the Government of India and representatives of Indian industry. ICICI transformed its business from a development financial institution offering .00 billion (US$ 10. 480. and was its wholly owned subsidiary. ICICI Bank was originally promoted in 1994 by ICICI Limited. Our UK subsidiary has established a branch in Belgium. ICICI Bank's equity shares are listed in India on the Bombay Stock Exchange and the National Stock Exchange of India Limited and its American Depositary Receipts (ADRs) are listed on the New York Stock Exchange (NYSE). ICICI Bank's acquisition of Bank of Madura Limited in an all-stock amalgamation in fiscal 2001. Bahrain.

 Create value for our stakeholders. Consequent to the merger. by the High Court of Gujarat at Ahmadabad in March 2002.  maintain a healthy financial profile and diversify our earnings across businesses and geographies.  Play a proactive role in the full realization of India¶s potential.only project finance to a diversified financial service group offering a wide variety of products and services. speed and financial capital to: be the banker of first choice for our customers by delivering high quality. ICICI become the first Indian company and the first bank or financial institution from non-Japan Asia to be listed on the NYSE. world-class service. Free float holding excludes all promoter holdings. both directly and through a number of subsidiaries and affiliates like ICICI Bank.  Maintain high standards of governance and ethics. have been integrated in a single entity. and by the High Court of Judicature at Mumbai and the Reserve Bank of India in April 2002. with ICICI Bank. strategic investments and Cross holdings among public sector entities. In 1999.  Expand the frontiers of our business globally. ICICI Personal Financial Services Limited and ICICI Capital Services Limited. In October 2001. The merger was approved by shareholders of ICICI and ICICI Bank in January 2002. VISION To be the leading provider of financial services in India and a major global bank. both wholesale and retail.  Contribute positively to the various countries and markets in which we operate. the ICICI group's financing and banking Operations. . MISSION  We will leverage our people. technology. the Boards of Directors of ICICI and ICICI Bank approved the merger of ICICI and two of its wholly owned retail finance subsidiaries.

"As of now. business banking and NRI banking services." Vaidyanathan said. automobile. We are primarily targeting our urban customers. who constitute nearly 70 per cent of our total customer-base. The bank targets to add nearly 500. farm equipment. I interacted with a a lot of customers and collect their feedback on the given services of company. senior citizen deposit and children depository account are there for individual customer can also avail of their housing. Business banking ± Business banking services of ICICI Bank are exhaustive.000. nearly 24 per cent of our customer transactions are happening through internet. term deposit. recurring. Customers are beneficiary from both sides monetary as well as non monetary. deal assessment. Personal client can also invest in mutual funds and participate in stock trading through ICICI bank.Deposit in form of saving. Project financing. and feedback are positive response from all point of view. is being offered free of . he said. Personal banking. Customers. ICICI Bank's Executive Director.PRODUCT AND SERVICES Service and banking of ICICI bank categorized in to personal banking. Capital market and custodial services enable business houses to participate in equity trading and transfer across major stock markets of world. The facility. wherein if the balance exceeds Rs 5. said here. V Vaidyanathan. business or personal loan scheme. opting for the service can also benefit from the quantum optima facility. and land evaluation are investment banking services offered to corporate clients. which also enable customers to transact between an ICICI Bank account and accounts in other banks. CUSTOMER ICICI bank targets all segment of customer with various types of products and services.000 customers under the new scheme in the next one year and plans to offer auto loans through the new online channel in the future. the money will automatically be transferred to a fixed deposit scheme. Global trade and cash management transaction services facilitate remittances and receipts across important cities.

ICICI bank Endeavour¶s to safeguard and ensure the security of the information provided by the customer. interests or property. . unless such action is necessary to:  Conform to legal requirements or comply with legal process. presently. the customer's system (if configured accordingly) will display an appropriate message ensuring the best level of secrecy for the customer's information. ICICI bank uses 128-bit encryption.  Enforce the terms and conditions of the products or services. To make the password complex and difficult for others to guess. or  Act to protect the interests of ICICI bank. ICICI bank is strongly committed to protecting the privacy of its customers and has taken all necessary and reasonable measures to protect the confidentiality of the customer information and its transmission through the world wide web and it shall not be held liable for disclosure of the confidential information when in accordance with this privacy commitment or in terms of the agreements. The customers should undertake not to disclose their password to anyone or keep any written or other record of the password such that a third party could access it.  Protect and defend ICICI bank's or its affiliates rights.cost. and it is recommended that the customers necessarily choose their passwords carefully such that no unauthorized access is made by a third party. which is currently the permitted level of encryption in India.). or its members. for the transmission of the information.  ICICI bank undertakes not to disclose the information provided by the customers to any person. has above 2 crore customers. with the customers. numbers and special characters (like! @. constituents or of other persons. The lender has also plans to launch 'SMS n Cash' scheme later this week under which ICICI account holders can transfer funds to those who do not have a bank account. $ etc. its affiliates. if any. The lender opened nearly 470 branches in the last fiscal. The customer would be required to cooperate with ICICI bank in order to ensure the security of the information. the customers should use combination of alphabets. When the information provided by the customers is not transmitted through this encryption. he said ICICI bank. #.

COMPETITOR

The main competitor of is ICICI bank is SBI because this bank is totally taken by government after this bank HDFC bank is the main competitor of ICICI bank .There are different types of segment operation semment, investment and services, demat and NRI services.The competitor from the operation segment are State Bank of India(SBI), Axis, Housing Development and Financial corporation(HDFC) etc.From the investment And service sector HDFC standard life insurance corporation, Bharati Axa life insurance ,Reliance Life Insurance Corporation, Max new work life insurance SBI Life insurance,Life Insurance Corporation of India.In demat section India bull,Anangram,SBI,HDFC,India Infoline are the main competitor of ICICI bank.In the NRI service section the Western Union bank is the main competitor of ICICI bank.There are some other company who also compete with the ICICI bank After the SBI the HDFC bank is the main competitor of ICICI bank. HDFC Bank Ltd. is a commercial bank of India, incorporated in August 1994, after the Reserve Bank of India allowed establishing private sector banks. The Bank was promoted by the Housing Development Finance Corporation, a premier housing finance company (set up in 1977) of India. HDFC Bank has 1,500 branches and over 2,890 ATMs, in 530 cities in India, and all branches of the bank are linked on an online realtime basis. As of September 30, 2008 the bank had total assets of INR 1006.82 billion. State Bank of India is the largest bank in India. It is also, measured by the number of branch offices and employees, the second largest bank in the world.[citation needed] The bank traces its ancestry back through the Imperial Bank of India to the founding in 1806 of the Bank of Calcutta, making it the oldest commercial bank in the Indian Subcontinent. The Government of India nationalised the Imperial Bank of India in 1955, with the Reserve Bank of India taking a 60% stake, and renamed it the State Bank of India. In 2008, the Government took over the stake held by the Reserve Bank of India.SBI provides a range of banking products through its vast network in India and overseas, including products aimed at NRIs. With an asset base of $126 billion and its reach, it is a regional banking behemoth. SBI has laid emphasis on reducing the huge manpower through Golden handshake schemes and computerizing its operations.The State Bank Group, with over 16000 branches , has the largest branch network in India. It

has a market share among Indian commercial banks of about 20% in deposits and advances, and SBI accounts for almost one-fifth of the nation¶s loans.There are some other banks which gives challenging some how in the banking and service sectorthey are:  Allahabad Bank  Andhra Bank  Bank of Baroda  Bank of India  Bank of Maharashtra  Canara Bank  Central Bank of India  Corporation Bank  Dena Bank  IDBI Bank  Indian Bank  Indian Overseas Bank  Oriental Bank of Commerce  Punjab & Sind Bank  Punjab National Bank  Syndicate Bank  UCO Bank  Union Bank of India  United Bank of India  Vijaya Bank

ENVIRONMENT
An employer the bank extends a lot of authority along with justified accountability to you. The working culture is very collaborative in nature. It can be owed to the fact that the bank is highly segmented with a lot of overlapping and mostly distinct role and s responsibility.ICICI Bank has established itself as a one stop solution (Universal Bank) for all financial need of individuals and institutions alike. The credit for the same can be attributed to its vast network, probably the largest among private sector banks.This

makes the life of an employee a lot easier, especially for those who face the external customers. You do not have to justify your organization, it is only the product that has to be pitched. As far as employee benefits are concerned, ICICI Bank offers a lot of financial benefits ranging from your family health insurance to your kids school donations. The organization is sensitive to the needs of its employees as this quality is one of the building blocks (DNA) of the organizational culture. The organization will be giving you enough flexibility to innovate and come-up with new ideas. It will also exhibit its in terms of well laid systems, processes and infrastructure. It will extend a fast track growth for those with extraordinary talent at the same time offer stability to those who are able to deliver satisfactorily.Overall, I would say it¶s a lifetime experience to work with such a behemoth organization. It might not be the best paymaster but it definitely will impress you with its capability as the head master (Principal) of banking industry.there are huge competition between the eployee to achieve theo goal.

TECHNOLOGY

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

criteria for evaluation was the price-to-performance ratio where Sybase IQ emerged the clear winner. Commending the improvements achieved. Orion Advantage could be installed in 45 days. Joint General Manager.30 lakh. Windows 2003 server and costs about Rs 9. ICICI bank says. Kanthi. their implementation time as far as SMEs were concerned was also long. maintaining inventory and interacting with suppliers and customers. Besides the cost advantage. Mr. Manoj Kunkalienkar.Orion Advantage . That was the advantage ICICI Infotech offered to SMEs as Orion Advantage came bundled and pre-configured. ICICI Infotech. . parts purchasing. Besides the high cost of generic ERP packages. The ERP package .90 lakh and has a 15-user license. During this rigorous testing." ICICI Infotech today launched an enterprise resource planning (ERP) solution for the small and medium enterprises. auto ancillary. Sybase IQ delivered faster results on independent hardware and operating systems with minimum infrastructure. whose number in the country was estimated at 2. database and operating system right now. ICICI Infotech. said that small and medium enterprises (SMEs) offered a good market and ICICI Infotech hoped to become a leading solution provider to this segment. Oracle 9i database. An ERP package helps a manufacturer or any other business implementing it to manage all the important parts in the company such as product planning. we could achieve significantly better query performanceafter implementing the Sybase enterprise warehouse solution. Amit Sethi.comes bundled with an HP dual processor Xeon server. Mr. ICICI InfoTech had mapped the processes specific to each industry segment into the package. R. ICICI Infotech had signed up six customers so far for the package and hoped to garner a 15 per cent market share of the SME segment. "What impressed us wasthat even with overall lower costs. ICICI InfoTech officials told a press conference here today that Orion Advantage offered a set of business practice solutions for industry segments such as engineering. said there was no ERP package for the SMEs that bundled the server. Executive Director and President. chemicals and IT distribution. the ERP package also came pre-configured.K. pharmaceuticals. Deputy General Manager.

K. ERP Systems Integration Pinnacle Software Solutions has the expertise and experience to assist you with your enterprise systems integration. management skillsets. Please contact us to learn how Pinnacle Software Solutions can help you develop ³solutions that fit´ your enterprise. The Chennai centers were involved in research and development of Orion ERP solutions and Premia. Trident Pneumatics Pvt Ltd of Coimbatore. ICICI Prudential Life Insurance Company Limited ICICI Prudential life Insurance Company Limited was incorporated on 20th July 2000. Natarajan. Whether you are planning an upgrade of an existing ERP system. and develop sound disaster recovery and backup solutions. all of which had failed. or a complete replacement of a legacy application and platform. electronic mail.Mr. improve network and database performance.1500 million. said that the company had tried three other ERP packages. develop or refresh policies and procedures. We work with the leading ERP systems.S. one of the companies that had installed Orion Advantage. From developing your strategy. The company is joint venture of ICICI (74%) and UK based company . human resources. we can help you improve your financial. We will help you successfully integrate your Enterprise Resource Planning (ERP) systems into your overall business and technology infrastructure. we bring the right combination of resources. Mr Kunkalienkar said that ICICI Infotech planned to move the two development centers in Chennai into a single location and double the staff strength from 300 now in the next two years. including the latest versions of the Oracle and PeopleSoft applications: General Ledger Accounts Payable Accounts Receivable Purchasing Asset Management Project Costing Human Resources Payroll Benefits Compensation Our technology management solutions will help you migrate hardware platforms.2300 million and the paid up capital is Rs.The authorized capital of the company is Rs. before settling on Orion Advantage. and other business systems. through implementation and support. an insurance package. Managing Director. and technical know-how.

by Insurance Regulatory and Development Authority on 24th November 2000.Sales & Distribution .K. Mark Tucker) Smt.Subhedar.Kamath (Chairman) Mr. Derek Stott. Kevin Wright. John Caouette Shri S. distribution channels and technology based delivery. The company was granted certificate of registration for carrying business. Modi Mr. (Alternate Director to Mr. Mark Tucker Smt. These include: y y y Understanding the needs of customers and offering them superior products and service Building long lasting relationships with their partners Providing an enabling environment to foster growth and learning for their employees And above all building transparency in all our dealings.P. It commenced commercial operation from 19th December 2000 and becoming a leading private sector life insurance company. Danny Bardin) Mr. Gupte Mr.P. Given the quality of their parentage and the commitment of their team. Shikha Sharma. The company recognizes that the driving force for gaining sustainable competitive advantage in this business is superior customer experience and investment behind the brand.They believe that they can play a significant role in redefining and reshaping the sector. The success of the organisation will be founded on its strong focus on values and clarity of purpose. Lalita D. Shikha Sharma. Executive Vice President . Kalpana Morparia Shri M. Managing Director Management Team Ms. focus on service. The company aims to achieve this by striving to provide world class service level trough constant innovation in product. Managing Director Mr. and leveraging our technological expertise. they feel that tere will be no limits to their growth.V. (Alternate Director to Mr. This they hope to achieve through their commitment to excellence. Vision and Mission Their vision is to make ICICI Prudential Life Insurance Company the dominant new insurer in the life insurance industry. Danny Bardin Mrs. Board of Directors The ICICI Prudential Life Insurance Company Limited Board comprises reputed people from the finance industry both from India and abroad. speed and innovation. Mr.Prudential Plc (26%).

Chief Financial Officer & Company Secretary Mr. reinsurance. Director Ms Kalpana Morparia. Telephone Number: 022-462 1600 Website : www.Strategic Initiatives Mr. V. Saugata Gupta.Human Resources Corporate Office: ICCI Prulife Towers. Lombard Canada Ltd. Mumbai 400 025. Director Mr James F Dowd. Director Ms Lalita D Gupte. Dileep Choksi. Rajagopalan. Director Mr Dileep Choksi. Director Mr Sandeep Bakhshi. Chief . Chief . Managing Director & CEO Audit Committee   Mr. Shubhro J. insurance claims management and Investment management. Prabhadevi. Chairman Mr. Appointed Actuary Mr. Director Mr S Mukherji.Ms. Madhavi Soman. Sandeep Batra.Marketing & Service Mr. a group company of Fairfax Financial Holdings Limited. ICICI Bank is India's second largest bank.com ICICI Lombard General Insurance Company ICICI Lombard General Insurance Company Limited is a 74:26 joint venture between ICICI Bank Limited and Canada based Fairfax Financial Holdings Limited. 1089. ICICI Lombard General Insurance Company received regulatory approvals to commence general insurance business in August 2000. is one of Canada's oldest property and casualty insurers. Appasahab Marathe Marg. S Mukherji. Director Mr Chandran Ratnaswami. Chief . Board Members            Chairman Mr R Athappan.iciciprulife. Director Mr H N Sinor. while Fairfax Financial Holdings is a diversified financial corporate engaged in general insurance. Mitra. Director . Director Mr B V Bhargava.

Be it the floater concept. Chandran Ratnaswami. Managing Director & CEO Mr. Director Mr. in the recent years.N. Rakesh Jain. also help save maximum tax under section 80D and Critical Illness plan . because people in general. H. especially in India. It was also one of the first general insurance companies in India to have a robust online system in place for buying and renewing policies. Sinor. Chairman Ms. S Gopalakrishnan. Sandeep Bakhshi. Head-Finance & Accounts Mr.  Mr. The various plans offered by ICICI Lombard include Family Floater Plan . Health Advantage Plus . However. do not give much importance to it. Sinor. Appointed Actuary Board Governance Committee    Ms. Simply.Health. due to the increase in awareness. Motor and Travel insurances.where they cover OPD and dental expenses. Home. They also have a basic Personal Accident Plan which covers against accidents. and the . N. Home Insurance Home Insurance is actually one of the most neglected areas in the general insurance category.a special policy covering a list of critical illnesses. Chairperson Mr. Chandran Ratnaswami. the critical illness cover or the tax gain policy. Director Mr.. Health Insurance ICICI Lombard is known to be a pioneer in introducing innovative concepts in the Indian health Insurance sector. Director Mr. Head ± Investments Mr. ICICI Lombard health plans also provide coverage against terrorism. James F Dowd. all these were first introduced by ICICI Lombard. Director Retail Segment of ICICI Lombard General Insurance : ICICI Lombard's Retail Segment consists of personal insurance products .where one policy covers the entire family. Kalpana Morparia. H. Director Investment Committee       Mr. Kalpana Morparia. Liyaquat Khan.

NRI Services ICICI Lombard has developed insurance policies for Non-resident Indians that can be bought. ICICI Lombard offers various options in both the categories. ICICI Lombard has tied up with United Health Group to facilitate access to all its clinics while in U. people generally opt it for convenience. including compensation for flights hijacked and pre existing diseases in case of emergency. public liability.com . You can opt for either of the covers or both. They also have a section in their website. Unlike other policies. For parents' travelling outside India. but also manage and renew their insurance policies online. it has been gaining importance. The Student Medical Plans are accepted in almost universities worldwide. Motor Insurance As Motor Insurance is mandatory in India and is governed by the Motor Tariff Act. without any documentation through their website www.icicilombard. the policies offered by various companies are more or less the same.S. Parents' Health Insurance covers hospitalization and medical expenses incurred by parents of the policyholder in India. ICICI Lombard too offers Car Insurance and Two Wheeler Insurance. Likewise. where one can find specific plans for specific universities. University Search. Channels . renewed and tracked online. They are known to offer one of the best rates in the market. it also covers damage due to terrorist activities. under the Student Medical Insurance plan. loss of cash. An NRI can insure his children/ dependents travelling abroad to study. They charge on a per day basis if the travel is more than 7 days.great extent of damage caused to property due to natural calamities and terrorism. As the entire buying process is online and is instant. Travel Insurance Travel insurance is one of the most prominent sector of general insurance. The Overseas Travel Plans and Student Medical Plans offered cover medical and non-medical expenses. The Home Insurance Policyoffered by ICICI Lombard covers both the structure and the contents of the house. without any submission of documents or other formalities. the Home Insurance and Car Insurance schemes enables an NRI to secure his assets in India.One can not only buy. temporary resettlement and others. There is not much room for innovation in this category. All the above retail policies can be bought online. especially overseas travel insurance and student medical insurance. ICICI Lombard offers a Parents' Overseas Travel Insurance policy.

service and other allied activities are carried out in the most effective manner. They are the one who are in direct contact with the customers and bring the innovative insurance solutions to their doorsteps. brokers and agents. easy to understand and operate. With the do-it-yourself architecture. .icicilombard.com]. One can get quotes. ICICI Lombard uses a multi channel approach to ensure the sales. Retail The Retail channel consists of sales executves. Online ICICI Lombard has developed a web-based system to meet all the pre and post-policy transaction. convenient. sales officers.Channel is the term used for the various approaches a company uses to tap its customers. the online channel is fast. buy. renew and track their policies onlin e through the website [www.

you do have certain concerns « whether your hard earned money is safe and secure « whether your investments give you the kind of returns that you need. but we make banking a pleasure and at the same time children learn how to manage their personal finances.PRODUCT AND CUSTOMER SIGMENT 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. The Senior Citi en Services from ICICI Bank has sever l advantages that are tailored to bring more convenience and enjoyment in your life. Select any of our deposit products and provide your details online and our representative will contact you for Account Opening. without the stress of waiting in queues SENIOR CITIZEN SERVICES We understand that as you reach the age to retire. . SAVING ACCOUNTS 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. ICICI Bank brings banking at your doorstep. Banking is a serious business. YOUNG STARS It s really important to help children learn the value of finances and money management at an early age. That s why we have an ideal Banking Service for those who are 60 a years and above.

Through ICICI Bank Recurring Deposit you can invest small amounts of money every month that ends up with a large saving on maturity. ICICI Bank Home Loans offers some unbeatable benefits to its customers .affordability and higher earnings HOME LOAN The No. 15 lakhs. PERSONAL LOANS If you're looking for a personal loan that's easy to get. RECURRING DEPOSITS When expenses are high. 1 Home Loans Provider in the country.FIXED DEPOSITS Safety. Flexibility. ICICI Bank Personal Loans are easy to get and absolutely hassle free.Doorstep Service. With minimum documentation you can now secure a loan for an amount up to Rs. you may not have adequate funds to make big investments. Simplified Documentation and Guidance throughout the Process. But simply going ahead without saving for the future is not an option for you. . So you enjoy twin advantages. your search ends here. Liquidity and Returns!!!! A combination of unbeatable features of the Fixed Deposit from ICICI Bank. It's really easy.

Tie-ups with all leading automobile manufacturers to ensure the best deals. Finance facility up to 90% of the On Road Cost of the vehicle. Ride home on your Dream Two Wheeler with our hassle free finance. Quarterly and Half-yearly repayment . top up on existing loans. repayable in convenient repayment options and comfortable tenors from 6 months to 36 months. Network of more than 1500 channel partners in over 780 locations. TWO WHEELER LOANS Avail attractive schemes at competitive interest rates from the No 1 Financier for Two Wheeler Loans in the country. Extend product. Hassle-free application process on the click of a mouse. balance transfer on high cost loans. working capital loans & other banking products. refinance on used vehicles. COMMERCIAL VEHICLE LOANS Range of services on existing loans & extended products like funding of new vehicles. Flexible repayment options in tandem with the farmer's seasonal liquidity. Monthly.CAR LOAN The NO 1 financier for car loans in the country. FARM EQUIPMENT LOANS Preferred financier for almost all leading tractor manufacturers in the country. Flexible schemes & quick processing.

The ICICI Bank Debit Card can be used for shopping at more than 100. TRAVEL CARD Presenting ICICI Bank Travel Card. discounts. travel discounts and much more. utility payments. gifting & small ticket transactions. global emergency assistance service.000 merchants in India and 13 million merchants worldwide. Looking for security and convenience. Comfortable repayment tenures from 1 year to 9 year CREDIT CARDS ICICI Bank Credit Cards give you the facility of cash. Offers the Pin based security. . disbursements. Pre-paid cards are available on a VISA platform thus providing accessibility to over one lakh merchant establishments & cash withdrawal from all VISA ATMs in India. around the world. Pound Sterling or Swiss Francs. ICICI Bank pre-paid cards are a safe & convenient way for associate payments. Insurance benefits. Issued in duplicate. Traveling with US Dollar.patterns to choose from. anywhere in the world. DEBIT CARDS The ICICI Bank Debit Card is a revolutionary form of cash that allows customers to access their bank account around the clock. Has the convenience of usage of Credit or Debit card. These benefits range from life time free cards. The Hassle Free way to Travel the world. Euro. take ICICI Bank Travel Card. PRE PAID CARDS ICICI Bank brings to you a complete bouquet of pre-paid cards providing payment solutions at your fingertips. convenience and a range of benefits.

com) ICICI Bank Bonds All ICICI Bank Bonds have been rated "AAA" by CARE and "LAAA" by ICRA indicating the highest degree of safety for your money All Investment in ICICI Bank Tax Saving Bonds issued up to March 2005 are eligible for tax rebate under Sec 88 to the full extent possible Bonds are listed on BSE. 2004 You can invest in above products through any of our branches. ICICI Bank facilitates following investment products: ICICI Bank Tax Saving Bonds Government of India Bonds Investment in Mutual Funds Initial Public Offers by Corporate Investment in "Pure Gold" Foreign Exchange Services Senior Citizens Savings Scheme. For select products ICICI Bank also provides the ease of investing through electronic channels like ATMs and Internet (ICICIdirect.INVESTMENTS At ICICI Bank. 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. NSE . Along with Deposit products and Loan offerings. we care about all your needs.

Equity: Diversified Equity Schemes. Income schemes. Nomination facility available. Special Schemes . Interest income taxable.GOI Bonds 8% Savings Bonds (Taxable). Cannot be traded in secondary market. Index Schemes etc. Investment is done on the basis of prevailing Net Asset Values of various schemes. Types of Funds Sold We will help you determine which types of funds you need to meet your investment goals. Mutual Fund Companies offer various schemes. With ICICI Bank. Mutual Funds Mutual Funds pool money of various investors to purchase a wide variety of securities while pursuing a specific goal. 2003 Low risk. . Reasonable investment tenure. Through ICICI Bank you can invest in various schemes of multiple mutual funds with decent performance record. G-sec schemes.Pension Schemes. You can take the aid of our various research reports on mutual funds and their schemes before choosing a scheme for investment. At ICICI Bank we will help you identify an appropriate mix of Mutual Fund schemes for your portfolio using asset allocation strategies. Mutual Funds Investments are subject to Market Risks. you can invest in Mutual Funds through following channels. Selection of Securities for the purpose is done by specialists from the field. ICICI Bank offers investment in Mutual Funds through Multiple Channels. Child education Schemes etc. This may include the following types of funds: Debt: Liquid schemes. Monthly Income Schemes etc. Investors can choose any particular Fund/Scheme or mix of Funds/Schemes depending upon their perception towards risk. Hybrid Funds: Balanced Schemes. Returns generated are distributed to the Investors. Sector Schemes.

icicidirect. as per international standards. the Gold market remains largely unorganized with reliability and convenience remaining the key issues for gold buyers in the country. In fact.com with same convenience of investing in equities . IPO calendar. However. This Gold carries a 99. CA.ICICI Bank with its `Pure Gold' offer attempts to bridge the gap between the need of the customers for buying gold and availability of an organized avenue to satisfy that need. ICWA. and CFA etc. get in-depth analyses of new IPOs issues (Initial Public Offerings) which are about to hit the market. Reliability 24 Carat ICICI Bank Pure Gold is imported from Switzerland. signifying highest level of purity. recent IPO listings. once deputed.hassle-free and with zero paper work.99% Assay Certification. our officers complete a comprehensive training program and. prospectus/offer documents and live prices will help you keep on top of the IPO markets.ICICI Bank Branches ICICIdirect. ICICI Bank Pure Gold Gold has been traditionally the most favored form of investment for Indians.com Dedicated workforce to serve you Before being deputed. they receive thorough instructions in financial planning skills and techniques. Throughout their careers officers also attend programs to update their skills. .MBA. India. All officers in charge of Mutual Funds are certified professionals by AMFI (Association of Mutual Funds in India) Many of these officers also hold professional degrees like . by taking care of the two key components Reliability and Convenience. Also. IPO: You can invest in IPOs online through www. even today is amongst the highest consumers of Gold in the world.

. Currently. 8g. 20g and 50g categories. ICICI Bank Foreign Exchange Services is a one-stop solution to your foreign exchange requirement. Whether its Foreign Currency. gold is available in 2. FOREX Services ICICI Bank's Foreign Exchange Services will help you organize your foreign exchange in the most hassle free manner.5g. Travelers Cheques or Travel Card. 5g.Convenience ICICI Bank Pure Gold is competitively priced based on daily prices in the international bullion market.

the sampling technique employed was Convenience Sampling. Sampling Technique Used: Since the information required was not of a very technical nature and also looking at the scope of the project and the extent of the target segment. For the collection of primary data this was the only method used. The second part of the study has been done using an exploratory research process and a structured questionnaire was developed for this purpose. Also this method allowed the use of skills gained in class. I administered the questionnaires.RESEARCH METHODOLOGY Data Collection Techniques: This project consists of two parts :The first part is a study of the banking industry. ICICI Bank using secondary data sources. The reason I used this method is because a need was felt for the free influx of information about the products. This secondary information has been sourced from the internet and from business related magazines and newspapers. Sample Design: The population considered for the purpose of the survey was people residing in Delhi and the National Capital Region (NCR). Sample Size: .

Customer Service and Satisfaction: When we talk about customer service and/or satisfaction. The perception is a consequence of matching past purchase and consumption experience with the current purchase. and so on. At this point.I have restricted the sample size to 50 respondents. Customer satisfaction occurs when the perception of the reward from the purchase of goods or services by the customer meets or exceeds his/her perceived sacrifice. Customer satisfaction occurs when the acquisition of products and /or services provides a minimum negative departure from expectations when compared with other acquisitions and when the marginal utility of a transaction is equal to or greater than preceding acquisitions. We talk about how. Fleiss 2 and Feldman 3 present example of that delightfulness in their s writings. Some of the issues that will guarantee failure in sales. It is the perception of the customer that the outcome of a business transaction is equal to or greater than his/her expectation. Customer satisfaction: Customer satisfaction is equivalent to making sure that product and service performance meets customer expectations. Of course. Creativity allows us to handle or diffuse problems at hand or later on rather in the process of conducting the everyday business. we fail. or even totally disregard it. some of us minimize it. and loyalty are: . does the organization have to do to gain not only the sale but also the loyalty of the customer. This was done keeping in mind the time constraints and the fact that I felt that this number would be enough to serve the information needs required to show the trends. satisfaction. We want to know if customers are delighted and willing to come Back. We want to know the payoff of the transaction both in the short and long term. We want to know what our customers Want? We want to know if our customers are satisfied. or what. we talk about creativity. As important as delightfulness is. Satisfaction. means that what we delivered to a customer met the customer¶s Approval. Fleiss has written about Ben and Jerry¶s ice cream and Feldman has discussed excellence in a cab ride.

it is worth emphasizing that a customer can be the immediate. . Expectations are very simple and take the form of assumptions. I expect to be treated courteously by all airline personnel. And I went to the bank expecting the bank teller to be friendly. fly to my destination. intermediate. and expectations. or take it for granted. Also. to be in some pain after it was done. There are at least three levels of customer expectations about quality: Level 1. however. wants. The customer is the person or unit receiving the output of a process on the system.Employees must adhere to a rigid chain of command Employees are closely supervised Conflict²in whatever form²is not allowed Rewards are based on carrot-and-stick principles Wrong objectives are measure. must have. We must also understand the strategy for customer service quality. and to receive a correct bill. Customer satisfaction. In fact. Expectations are a step higher than that of level 1 and they require some form of satisfaction through meeting the requirements and/or specifications. a customer may be a person or persons. For example. is when the customer is satisfied with a product/service that meets the customer¶s needs. I went to the hospital expecting to have my hernia repaired. and land safely. We must understand customer expectation levels concerning quality. I expect the airline to be able to take off. or a process or processes. to be out on the same day. For example. I expect to get the correct blood for my blood transfusion and I expect the bank to deposit my money to my account and to keep a correct tally for me. or ultimate customer. informative. Level 2. and next we must understand the measurement and feedback cycles of Customer satisfaction. and helpful with my transactions.

When I went to the hospital. Expectations are much higher than for levels 1 and 2. Customer satisfaction surveys help to: Improve customer. Retain or gain market share. Beat the competition. Level 3 requires some kind of delightfulness or a service that is so good that it attracts me to it. . he gave me a housewarming gift. And at my house closing. the bank officer. I once took a flight where the flight attendants actually baked cookies for us right there on the plane. an airline gives passengers traveling coach class the same superior food service that other airlines provide only for first-class passengers. but just before we shook hands to close the deal. Identify and capitalize on opportunities. Increase revenue. representing the bank holding my mortgage. not only treated me with respect and answered all my questions about my new mortgage. But I was surprised when they called me at home the next day to find out how I was doing. In fact. For example. client. I expected staff to treat me with respect and they carefully explained things to me. or employee loyalty. React quickly to changes in the market.Level 3.

Promote a fair and cordial relationship between you and your bank. Ensuring that our advertising and promotional literature is clear and not misleading . to achieve higher operating standards.COMPANY¶S EFFORT TO ENSURE SATISFACTION OF CUSTOMERS: Objectives of ICICI Promote good and fair banking practices by setting minimum standards in dealing with you Increase transparency so that you can have a better understanding of what you can reasonably expect of the services. Encourage market forces. English or the appropriate local language. through competition. Foster confidence in the banking system To Help You To Understand How Our Financial Products And Services Work By: Giving you information about them in any one or more of the following languages: Hindi.

charges or terms and conditions. .Ensuring that you are given clear information about our products and services. Before You Become a Customer we will: give you clear information explaining the key features of the services and products you tell us you are interested in. Keeping you informed about changes in the interest rates. common fees and charges through any one of the following: Looking at the notices in our branches . how you can avail of the benefits. Looking on our website. Asking our designated staff/help desk . what are their financial implications and whom you can contact for addressing you queries .or Referring to the service guide/Tariff Schedule. Phoning our branches or help-lines. Information You can get information on interest rates. which apply to them. the terms and conditions and the interest rates/service charges. To Help You Use Your Account Or Service By: Providing you regular appropriate updates. Giving you information on what are the benefits to you.

through ATMs. we will also indicate whether other fees and charges will apply and that full details of the relevant terms and conditions are available on request. on the Internet. communicate to you various features of our products availed by you. In any advertising in any media and promotional literature that draws attention to banking service or product and includes a reference to an interest rate. Marketing and Sales We will make sure that all advertising and promotional material is clear. over the phone. Advertising. tell you what information we need from you to prove your identity and address. will be conveyed to you only if you have given your consent to receive such information/ service either by mail or by registering for the same on our website or on our phone banking/customer service number.give you information on any type of products and services which we offer and that may suit your needs. We have prescribed a code of conduct for our Direct Selling Agencies (DSAs) whose services we may avail to market our products/ services which amongst . regulatory and internal policy requirements. We may. and not misleading. from time to time. in branches and so on] and tell you how to find out more about them. If we avail of the services of third parties for providing support services. for us to comply with legal. Information about our other products or promotional offers in respect of our products/services. tell you if we offer products and services in more than one way [for example. we will require that such third parties handle your personal information (if any available to such third parties) with the same degree of confidentiality and security as we would.

Privacy and Confidentiality We will treat all your personal information as private and confidential [even when you are no longer a customer]. DATA ANALYSIS 1.other matters requires them to identify themselves when they approach you for selling our products personally or through phone. WHICH OF THE FOLLOWING ATTRIBUTES COMPELLED YOU TO MOST OPEN SAVING ACCOUNT IN ANY BANK? . and shall be guided by the following principles and policies. In the event of receipt of any complaint from you that our representative/courier or DSA has engaged in any improper conduct or acted in violation of this Code. we shall take appropriate steps to investigate and to handle the complaint and to make good the loss.

People Like To Open an A/c 10% 21% 37% ATM CHEQUE BOOK Internet Banking 15% working Hour 17% Value added Services 2:-WHICH TYPE OF SERVICE PREFERS THE MOST BY YOU services prefer most by customer 10% ATM 5% 15% 50% Net Banking Core Banking 20% Mobile Banking Retail Banking 3:-WHICH OF FOLLOWING BANKS DO YOU HAVE ACCOUNT .

Custo 25 20 20 H ing B n A/C 0 8 6 5 5 0 4:-WHAT TYPE OF ACCOUNT DO YOU HAVE IN BANK? Customer Having A/C 60 50 50 40 30 20 10 10 0 Saving Current Fixed Deposit Others 12 Customer Having A/C 43 © ¦¥ ¤ ¡¢ ¡¢ ¡ ¡ SB xs fc he s ¢ s me v B £     ¤  ¥ ©  ¢ ¨ § ¨ £        5 / .

5:-HOW MANY SERVICES OFFERED BY YOUR BANKS HAVE BEEN USED BY YOU? Customer Usin Services Offered by Their Bank 50 45 47 40 35 30 20 15 10 5 0 De at A C    25 19 27 22 Custo er Using Services O ered by T eir Bank  Matual Fund E.tasaction LI & GI 6:-HOW WOULD YOU KNOW ABOUT THESE SERVICES? Awareness Ot ers 14% ! Selling agent 21% Adties ent 36%  Friends & Relative 29% .

7:-WHAT THE PEOPLE THINK ABOUT THE BANKS? People Think About Bank % $ # # " Security Saving I position o a burden o e penses Ot ers 11% 7% 49% 33% 8:-What a respondent see in purchase of new plan from Banks? Peope See In Perchasin New Plan Advertise ent being released by t e co pany 18% " " % Standing and goodwill o t e co pany 41% Services being given by t e co pany 28% % ( ' & ( & Product range o t e co pany 13% ( ' .

9:-Is ICICI Bank Provide better facilities than SBI & HDFC Bank? Services Yes No Can`t Say 1 % ) 38% 45% 10:-Do you know what type of value added services provide by ICICI BANKS? Awareness About Value Add Services 0 50 50 40 30 20 10 0 1 0 0 31 31 Awareness About Value Add Services 1 11 Young Star Senior Citizen Recurring Deposits Ot ers Pre-Paid Cards .

11:-How would you rate product offered ICICI Bank than other? Rating Very Good 5 Good 4 Moderate 3 Less 2 Poor 1 Product Ran e Very Good Good Moderate Less Poor 13% % 17% % 32 12:-How would you rate product service / product vs. cost by ICICI Bank? 3 34% .

Cost AA5@ 5 5 98 7 7 D5 r Hig Hig d rat 45% 13:-How would you divide 100 points on the basis of service provide by ICICI Bank? Services Provided by Bank A 57 9 9 5C 9 AA5@ 6 6 r alit 14:-How would you rate services offered by ICICI Bank? 6 54 C 9B AA5@ 11% 14% 30% Fl ibilit d cu ntati n t r 8% 21% 28% 43% .

Dissatis action 26% G H Moderate 20% COMPARISON OF ICICI WITH SBI F G E E tre ely Dissatis action 8% H P I Satisfaction E tre ely Satis action 12% Satis action 34% .

China. You can access your account from any ICICI bank branch in India.ICICI Prudential. Also they have very convenient bank timings and are open for 12 hours from 8. to access the ATM. for depositing cash into a third party account. The bank also has foreign subsidiaries like ICICI bank. which you can then fill in the details and deposit it back. Singapore . which offer better foreign exchange rates for lower amounts compared to other services. NRI services include money transfer through Money2India.7. unlike other banks like HDFC bank. You can only deposit cash in your own account at the ATM. When you deposit a cheque at their branch. Britain and Russia . Canada in Canada. they will readily give you a stamped acknowledgement for deposit. At locations where ICICI bank does not have a branch. Anyone can also deposit cash/local cheque in your account at any branch of ICICI bank. You have to contact . The interface for savings accounts is much better and user friendly compared to that for their roaming current account However. Just after office hours . Since ICICI bank was established after 1991 it offers online banking where you can check the balance in your account any time. South Africa and branches in Bahrain.00 a. The information is available in the email statement sent to you the next day. customers sometimes have to wait for 15-20 minutes on some days.30 pm.m from Monday to Saturday. Like most private sector banks. you will get an envelope for depositing cash. It offers a platform for online share trading through ICICI Direct and insurance services .ICICI bank is the largest private sector bank in India and the second largest commercial bank in India. you have to visit the branch. Bangladesh. You have to select the deposit cash option. It has branches all over India and even in smaller towns in South India after the takeover of Bank of Madurai.m to 8 p.representative offices in USA. UAE. the queue at the ATMs is very long. their online bank statement does not indicate the branch at which the amount is deposited. all ICICI bank branches in India are networked. between 6 pm .

up to 3 cash deposits per quarter (3 months) at the non base branch can be made at no cost. irrespective of the amount deposited. they also deduct an additional service tax. For additional cash deposits. When the bank implemented this change. during working hours to get this information. If your AQB is more than Rs 100000. the ICICI bank customers were not informed about the revision in the charges. but extremely inconvenient for the employee. For savings account customers if you send an email asking for clarifications. so you have to hold on for 10 minutes. This is very inconvenient for account holders in small towns. where the amount in savings accounts was automatically converted into a fixed deposit. These warrants can be for small amounts like Rs 20. For savings account.phone banking. ICICI bank charges a minimum of Rs 30 (+ service tax) for savings accounts . They have discontinued the auto sweep-in facility (earlier called Quantum Optima). who are forced by their employers to open an account with ICICI bank to receive their salary. For an AQB of more than Rs 500000 (fixed deposit + savings account balance). you are eligible for private banking services. you get a free at par chequebook.where the concerned person may or may not be available. if it exceeded Rs 15000. not only do they deduct Rs 750 from your balance. If want any clarification or information. The account is opened at a branch which is convenient for the employer. the minimum AQB required is zero and you retain the account even after you leave the job. the system is slow. their customer support (through phone banking or email) will instruct you visit the nearest branch . Very often. For non maintenance of average quarterly balance. Many of the ICICI bank customers are salary account holders. it is usually answered after a week. providing this facility is no longer profitable for the bank. . For outstation cheques. For salary accounts. With the decline in interest rates for loans. You now have to give an application at the branch if you wish to continue with this facility now. the bank charges the recipient Rs 100 (+ service tax) per deposit. who receive the dividend warrant payable in major cities only. enter CRN and TPIN.

State Bank of Saurashtra. State Bank of Hyderabad. for example the Powai. In places where the Reserve Bank of India. PPF accounts are one of the few savings instruments which offer a high . SBI has one of the largest network of ATMs in the Asia Pacific region. but is likely to decrease in future. You can alternately open a recurring deposit. SBI timings vary according to location.State Bank of Indore. State Bank of Patiala. SBI holding in these banks varies from 74% to 100% . State Bank of Mysore and State Bank of Travancore are the seven subsidary banks of SBI. Since withdrawals of amounts more than Rs 25000 are subject to cash withdrawal tax. but the bank officer insisted that we pay cash. We had given a cheque with the fixed deposit form . (SBI) is the largest public sector bank in India SBI has branches and ATMs all over India.The form for making the application was sent along with the monthly bank statement. State Bank of Bikaner and Jaipur . They will insist that you withdraw cash from your account for making the FD. you will have to split the fixed deposit and visit the branch on 2 different days. Many branches of State Bank of India are computerized.15 am to 2pm (Monday-Friday You can open a public provident fund (PPF) account at any State Bank of India branch. As of March 2006. causing further problems for us. SBI carries out many of its functions. ICICI bank is probably the only bank in India where they will not accept a ICICI bank cheque for making a fixed deposit. (RBI) the central bank of India does have an office. She said she would fill the form for us. Mumbai branch of State Bank of India is open between 10. but she did not select the options which were initially indicated. where a fixed amount is added to your fixed deposit every month. for larger amounts . details of which are available at their website. especially when compared to HDFC bank. Making a new Fixed Deposit with ICICI bank for current accounts is extremely time consuming.

they have a verification process. For cash withdrawals. would also give a commission of 0. a part of the commission he receives from the bank. No withdrawals are allow till 6 years after account opening and one withdrawal is allowed per year there after. you can either use a withdrawal slip or cheque.tax free interest rate of 8% per year. The pay-in slip for PPF has 3 sections . though your account may be debited at a later date. Usually larger the amount. 2006. . Earlier financial services firm like Blue-chip in Mumbai. Since SBI offers a variety of banking services. State Bank of India has increase home loan interest rates by 25-75 basis points. which may take a long time. the higher the commission paid back by the agent (it is negotiable) . sales tax can be done at SBI branches. However. It offers rebate under section 80C and the interest is tax free under section 10C.depositors copy.6% of the amount deposited immediately by cash. agents copy and bank copy. These changes have come into effect from March 1. advance tax.25% . The minimum amount that can be invested in one year is Rs 500 and maximum amount is Rs 70000. you will get interest for the month. Foreign currency drafts can also be obtained at the branches. If you know an agent who is registered with that particular branch of State Bank . If an account is inactive for a long time. State Bank of India does not charge any fee for reactivation. This investment has a lock in period of 15 years. So you can get back 0. Also no fixed rate loans will be available for periods more than 10 years.5% . All deposits made on or before 5th of a month earn interest for the entire month.0. but they have stopped in the last 2 years. The interest is credited to the account at the end of the accounting year in India. he will pay you back. If you deposit a cheque in your PPF account on the 5th of the month. The agents copy has to be given to the agent and he will give part of the commission. Payment of income tax. their branches are usually very crowded.

it is implemented in 10 branches of SBI in Mumbai. State Bank of India has 52 foreign offices in 34 countries including Australia. UK. However. As of March 2006. like frequent flyer miles offered by airlines. These are useful for foreign trade transactions like opening of Letter of Credit. Cheques/DD drawn on SBI was not cleared due to the strike. These points can be redeemed later. State Bank of India is the largest issuer of debit cards (Maestro) in India State Bank customers who have to wait a long time to process a bank transaction can register their complaint through a touch screen device for customer feedback service at the branch. Bahrain. All government taxes like income tax. sales tax.SBI Railway Visa Card allows booking of railway tickets online at the Indian Railways website at zero transaction charges. . Nepal. Nigeria. and Bhutan Sri Lanka. service tax can be paid at any branch of SBI. banking operations are affected since SBI has nearly 30% of the total customers of banks in India. Users of this credit card can get back up to 10% of ticket fare as railway points. The information is recorded and processed in the central server. Bangladesh. When SBI employees go on strike. Canada. the Reserve Bank of India takes over all clearing operations. USA.

Strength: Low operating costs W ± T Strategies Weakness: Not Equal to International Standards. . Strategy: Outsource Customer Care & other E-Helps. Strength: Large Capital base. Strategy: Deep Penetration into Opportunity: Outsourcing of Non ± Core Business. Responsiveness. Opportunity: Market Expansion. Weakness: Workforce S ± O Strategies W ± O Strategies S ± T Strategies T H R E A T S Threat: Increased Competition from others Pvt.SWOT ANALYSIS STRENGTHS WEAKNESSES O P P O R T U N I T I E S Rural Market. Banks. Threat: Entry of many Foreign Banks.

Strategy: Steps to Ensure Loyalty by old Customers. Strategy: Consider additional benefits .

ICICI bank Interest expences to interest earned remains the same Over 2 Years whereas SBI shows reduction. 11. The ratio of interest expenses to total funds shows an increase in Value in ICICI Bank whereas in SBI interest expences shows a Rising mode. It was found from the study that bank believes in quality service rather than service. 7. 15. 00. . 10. 4. The bank is very keen to implement 5's plan in all its branch. The officials try to make best relation with the customers. Operating expences to total income shows a decresing trend in ICICI bank whereas it was on the rising side in SBI. The registers and files are maintained on a daily basis. The stock witness some selling pressure in the coming days in ICICI Bank . Both the banks has shown better utilization of cash portfolio 14. 17. Interest income to total funds shows rising mode in ICICI whereas In SBI more or less it remains at the level. 3. Both the bank investment deposit ratio is on the declining trend 13. The ratio of Non Interest income remains the same for ICICI for The past 2 Years whereas in SBI at shows a decline. 10. The registers are maintained in a well organized manner. Other Income ratio remains fluctuation in both the banks. The bank always tries to attract customers with innovative offers. 6.000 for a day. There is separate counter for NRI services.24 % Over mar2007 _ mar 2008. 16. The marketing strategy of the bank is very attractive. 18. 8. 2.FINDINGS 1. 5. 19. 12. The limit of cash vault is Rs. 9. The officials employed are very much enthusiastic about their job. quantity of ICICI and SBI credit deposit ratio is on the side though ICICI banks show a little decreasing trend to the exten of 2.

. Best play in a buoyant environment . The continuation pattern negates immediate bearish momentum on the stock and it's advisable to buy at declines.Favorable macro.20.570. SUGGESTIONS A. Short term investor can initiate a buy above 500 with a target of 560 . buoyant Market .related revenues and a benign environment for asset quality.

High volatility in interest rates could adversely effect Profitability in the short term. This phenomenon to play out through FY1002E and FY2009E is expected. ICICIB enjoys a dominant market position across customer Categories in retail lending. as the back book gets Reprised at new lending rates upon maturity. Increasing contribution from strategic investments . In line with consensus. 5. and ICICIB. It is believed that the profitability of this segment has improved as a Result of lower loan loss provisions and lower taxable rates of Income from this source. 6. Market Has rewarded both strategies: ICICIB's broad-based strategy allows capturing value across the Value chain in a customer segment. Negotiating higher subvention form manufacturers of cutting Distribution costs. ICICB has an adverse mismatch profile between assets and Liabilities. particularly retail lending. benefit immensely form a positive operating Environment. B. Pricing power in consumer financing segment profitability Against potential shocks. but we recommend buy ICICIB for growth Reasons and not for the relative valuation appeal. like other large players in the private sector. however. 4. Expectations is on the procyclical benefit . It is not so much about ICICIB versus HSFC or HDFCB.15% to ICICIB's operating revenues and have boosted its preprovision RoAA. but about Their respective operating metrics and growth conditions. 8. Buoyant environment to sustain the contribution from market -related revenues is expected and hence the operating profitability. Strong pricing power and a balance sheet that is significantly Biased towards retail lending buffers ICICB's profitability from Potential shocks in the bank's funding cost.Yet another driver . Market related revenues is believed to contribute 14% .The strong market position and robust Demand for consumer financing vests significant pricing power With ICICIB is believed either by allowing a hike in lending rats. enjoys Favorable conditions arising from a restrictive regulatory/policy Environment towards new entrants and foreign banks and slow Pace of reforms for state-owned banks is believed.To continue and hence profitability of legacy lending to be sustained At levels seen earlier. the bank's NIM will Likely show improvement.1· ICICI -as a player focused on maintaining and /or improving Market share in key business segments. in our view. 7.Will. ICICI is viewed as it is benefited from the procyclicality effect of The economic cycle as its borrowers in the legacy project financing Activity witnessed their debt servicing ability increasing considerably. 2. 3.

For ICICI. 2000 ±01).S The asset management and venture capital fund of ICICB makes A negligible contribution currently. technology is an integral part of their business. To day. The value accruing from subsidiaries to be 17% of ICICIB's Current marke capitization. the click of the mouse offers customers banking services at a much . their overall progress could have been smoother but for certain internal and extraneous factors and also a pressure on spreads due to a competitive market (Annual report. 3. Ebanking has become a necessary survival weapon and is fundamentally changing the banking industry worldwide. increasing penetration of life insurance and improving operating efficiency. 2. The life insurance business is Believed in creating wealth for its shareholders through market Share gains.1. However. ICICI has been able to use technology to provide value -added service to its customers during the last few years. CONCLUSION Thus. however. these businesses is Believed to hold signif icant upside potential as they achieve scale Economies. This to rise to 20% of ICICIB's target Price over the next 12 months is expected with banking and life Insurance being the key drivers. The life insurance business of ICICIB has been incurring losses On an accounting basis due to continued investment in expznding The scale and scope of the business.

moneycontrol.com www.in www.whether to implement E-banking or not given the global and competitive nature of the economy.com www.google. The rise of E-banking is redefining business relationships and the most successful banks will be those that can truly strengthen their relationship with their customers. Without any doubt. ICICI have come to realize that survival in the new e-economy depends on delivering some or all of their banking services on the Internet while continuing to support their traditional infrastructure. No country today has a choice. the international scope of E-banking provides new growth perspectives and Internet business is a catalyst for new technologies and new business processes. BIBLIOGRAPHY www. ICICI have toupgrade and constantly think of new innovative customized packages and services to remain competitive.lower cost and also empowers them with unprecedented freedom in choosing vendors for their financial service needs.com www.icicibank.com Economic times .rbi. The invasion of banking by technology has created an information age and commoditization of banking services.nseindia.org.

I shall be very thankful to give your few minutes to me for answering my few questions below. I am conducting survey on ICICI.Business world QUESTIONNAIRES Dear SIR/MADAM. Name: _____________________________________ Add: ________________________________________ Contact no: ____________________________________ Gender Male Female .

E-mail Id : _______________________________________________________ Group: 18²25 25 ²35 35² 45 45 ²55 55+ Age Occupation: Journalist Student Professional Retired Person Technical expert Other. please specify: Income: ” 1 laces +10 laces 1²3 laces 3²5 laces 5²7 laces 7²10 laces 1:-WHICH OF THE FOLLOWING ATTRIBUTES COMPELLED YOU MOST TO OPEN (a) ATM cum DEBIT Cards (b) Cheque Book (c) Internet Banking/ Phone Banking (D) Working Hours (e) Value Added Services 2:-Which TYPE OF SERVICE PREFERS THE MOST by you? (a) ATM SERVICE .

(b) INTERNET BANKING (c) MOBILE BANKING (d) CORE BANKING (e) Retail Banking 3:-Whi h of followi g banks do you have account? (a) ICICI Bank (b) SBI Bank (c) HDFC BANK (D) Axis Bank (e) Other Pls specify __________________ :-WHAT TYPE OF ACCOUNT DO YOU HAVE IN BANK? (a) Saving (B) Current (c) Fixed (d) NRI (e) Others Pls specify ________________________________________ 5:-How many services offered by your banks? (a) D-Mat A/C (b) Mutual Funds (c) e-Instructions (d) LI & GI (e) Digitally Signed Statement R Q S .

6:-How would you know about these services? (a) Advertisements (b) Friends and Relatives (c) Direct Selling Agents (d) Others Pls specify _______________ 7:-What the people think about the Banks? (a) Necessity for protection security (b) Imposition of a burden of expenses (c) A compulsory tool for SAVING (d) Others Pls specify ________________ 8:-What a respondent see in purchase of new plan from Banks? (a) Standing and goodwill of the company (b) Product range of the company (c) Advertisement being released by the company (d) Services being given by the company 9:-Is ICICI Bank Provide better facilities than SBI & HDFC Bank? (a) Yes (b) No (c)Can`t Say 10:-Do you know what type of value added services provide by ICICI BANKS? .

2 -3 -4 -5 High 13:-How would you divide 100 points on the basis of service provide by ICICI Bank? (a)-Less formality (b)-Flexibility (c)-Less documentation (d)-others 14:-How would you rate services offered by ICICI Bank? (a) Extremely Satisfied (b) Satisfied (c) Moderate (d) Dissatisfied (e) Extremely Dissatisfied 15:-Would you like any recommendation to ICICI Bank? . cost by ICICI Bank? Low 1.(a)-Young star (b)-Senior citizen (c)-Pre paid card (d)-Recurring deposits (e)-other 11:-How would you rate product offered ICICI Bank than other? Low 1 ± 2 ± 3 ± 4 ± 5 High 12:-How would you rate product service / product vs.

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