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BUSINESS RESEARCH

PROJECT REPORT
ON
JUST DIAL SURVEY

SUBMITTED BY
SUSHIL KUMAR GIRI
FT-MM-11-108
SUBMITTED TO
Ms. SANCHITA GHOSH
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TABLE OF CONTENTS
S.NO. PARTICULARS PAGE NO.

1. Introduction 3

2. Industry and Company Profile 3,4,5

3. Objective of Research 5,6

4. Research Methodology 6,7,8

5. Data Interpretation and Analysis 8,9,10

6. Observations and Findings 11

7. Recommendations 11,12

8. Conclusion 12,13

9. Appendix 13
(Questionnaire)
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INTRODUCTION OF THE TOPIC

The purpose of this research was to have practical experience of

working in the field of research and to have exposure to the important
management practices in field of research.

While writing this report the language has been keep simple and the
entire discussion has been logical and has coherent outlines. The main
motto of the project work was Market Research and Customer
Satisfaction of JUST DIAL SERVICES. It includes through Business
Research in various procedures of JUST DIAL and in detail consumer
(Satisfaction) responses analysis, by surveying number of consumers.

The project report is divided into two parts, first part consists market
research for finding out best service of JUST DIAL, and second consist
survey report of various consumers about their responses about
satisfaction towards JUST DIAL. The project report is all about market
research to find out best service of JUST DIAL and to measure the
satisfaction level of consumers of JUST DIAL.

INDUSTRY PROFILE
A bank is a commercial or state institution that provides financial
services, including issuing money in form of coins, banknotes or debit
cards, receiving deposits of money, lending money and processing
transactions.
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A commercial bank accepts deposits from customers and in turn makes

loans based on those deposits.Some banks (called Banks of issue) issue
banknotes as legal tender. Many banks offer ancillary financial services
to make additional profit.For example: selling insurance products,
investment products or stock broking.
Most banks also rent safe deposit boxes in their vault.
Currently in most jurisdictions, commercial banks are regulated and
require permission to operate.
Operational authority is granted by bank regulatory authorities and
provide rights to conduct the most fundamental banking services such
as accepting deposits and making loans.
Banking services have expanded to include services directed at
individuals and risks in these much smaller transactions are pooled.
A bank generates a profit from the differential between what level of
interest it pays for deposits and other sources of funds, and what level
of interest it charges in its lending activities.

COMPANY PROFILE
ICICI Bank Limited (the Bank) is a banking company.

The Bank, together with its subsidiaries, joint ventures and associates,
is a diversified financial services group providing a range of banking and
financial services, including commercial banking, retail banking, project
and corporate finance, working capital finance, insurance, venture
capital and private equity, investment banking, broking and treasury
products and services.
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It operates under four segments: retail banking, wholesale banking,

treasury and other banking.

Retail Banking includes exposures, which satisfy the four criteria of

orientation, product, granularity and low value of individual exposures
for retail exposures.

Wholesale Banking includes all advances to trusts, partnership firms,

companies and statutory bodies, which are not included under Retail
Banking.

Treasury includes the entire investment portfolio of the Bank. Other

Banking includes hire purchase and leasing operations and other items.

OBJECTIVE OF RESEARCH
1) To determine the present position and satisfaction of customer in
ICICI Bank. The main objective of the project was to analyze consumer
satisfaction of ICICI Bank with other services. And also the present
position of the company.

2)Responses of customer
Responses from customer were collected through survey by making
them fill the questionnaire and answering the questions according to
their satisfaction level.

3) Benefits derived by assessing consumer satisfaction are:

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- Feedback to organization regarding product.

- Understanding customer’s requirements.

- Providing superior service to customer.

- Strengthen the relationship with customers.

- Formulating sales strategies.

4) Identify pros and cons of the brand

This was a fundamental objective of the whole research.It was done
mainly to identify that where does the brand lack. In other words, what
are the brands’ requirement so that it can rectify them in order to
establish the brand in the market and can achieve the customers’
satisfaction.

5) Suggestions and recommendations

The objective of the research was not only to find out the problem but
also,the identification of solutions or suggestions of the problems.The
suggestions given by the customers were kept in light so that it would
be easier for the company to reach the heights of success.

RESEARCH METHODOLOGY
Research is an art of scientific investigation through search for new
facts in any branch of knowledge. It is a moment from known to
unknown.
-Research always starts with a question or a problem.
-Its purpose is to find answers to questions through the
application of the scientific method.
-It is a systematic and intensive study directed towards a more
complete knowledge of the subject studied.
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Methods of Data Collection

1)Data to be collected
Data includes facts and figures, which are required to be collected to
achievethe objectives of the project,in order to determine the present
position and satisfaction of customer of ICICI Bank.
a) Primary Data
The data that is being collected for the first time or to particularly fulfill
the objectives of the project is known as primary data.
These types of data were,
- The market share of ICICI Bank.
- The market share of other brands available in the market.
- Responses of consumer.
- Identifying pros and cons of the brand.
The above primary data were collected through responses of consumer
was conducted through questionnaires prepared for them.
b) Secondary Data
Secondary data are that type of data, which are already assembled and
neednot to collected from outside. These types of data were
i) Company Profile
ii) Product Profile
iii) Competitors Profile
The aforesaid data were collected through Internet and company s
financialreport.
2) Data Collection Method
For given project, the primary data, which needed to collect for the
firsttime,were much significant.This type of information gathered
throughSurvey technique, which is the most popular and effective
technique forcorrect data collection. The survey was completed with
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the use ofquestionnaires for consumer.

3) Sampling
Sample is the small group taken under consideration from the total
group.This small group represents the total group. In the project the
businessresearch, which was ask to be studied but as it was possible to
approach all the respondent customers of the city(Greater Noida),
hence a sample wasselected which represents the whole city. Sample
size of customer list was taken from ICICI Bank data basic.

4) Data Evaluation
The data so collected were not simply accepted because it
containedunnecessary information and over or under emphasized facts.
Therefore onlyrelevant data were included in the report, which helped
in achieving theobjectives of the project.

DATA INTERPRETATION AND ANALYSIS

Personal detail

Classes(Age) No. of
respondents
18-24 35
24-35 20
35-45 15
45-55 18
55-65 12
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40
35
30
25
20
15
10
5
0
18-24 24-35 35-45 45-55 55-65

Analysis

Above diagram consist five classes of different age groups. Here 35

customers belong to 18-24 years of age group, 20 customers fall in the
age group 25-35 years.Other 15 customers come in the class of 35-45
years.The age group of 45-55 years consists 18 customers and
remaining 12 customers are in age group 55-65 years.
Here majority of customer belong to the group of 18-24 years.

In Question no.4, it is being asked,

Do you feel that the procedure to open an account with the bank was
difficult?
-yes,to a certain extent
-no,it was easy

No.of Respondents

yes,to a certain extent

no,it was easy
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Analysis
To this question,out of 100, 24 respondents answeres yes and 19
respondents answered no which was a huge difference in their
responses.

Similarly in Question no.5,it was asked that in which income group do

you fall?
no.of respondents

100000-500000
600000-1000000
1100000-1500000
Above 1500000

Analysis
In this analysis,we can see that almost half of the total respondents
have chosen the slab of 100000-500000 as their income group in which
they fall.This simply means that most of the people fall in this slab of
income and this shows that they are mostly belong to middle class
families.
the other slabs show the difference of small gaps which means that the
high income group people are not much in this sample.
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OBSERVATIONS AND FINDINGS

 Majority of the customers belonged to age group of 18-
24years(youth) that is 35 consumers think ICICI Bank has some
relevance in its work and is also showing a continuous growth in
its performance.
 Mostly respondents are having their accounts in other banking
companies like Kotak Mahindra Bank,HDFC,SBI,IDBI etc.
 36 percent of the total respondents have their account in ICICI for
getting good rates of interest on their savings and other loan
options.
 Most of respondents preferred ICICI savings bank account and
Fixed deposits.
 40 percent respondents expect extra interests on festive
occasions and other schemes from ICICI Bank.
 56 percent respondents are satisfied with the services given by
ICICI Bank.
 As per the data says, 65% respondent accept that ICICI bank
provides good tax benefits to its customers.
 64% of respondents are willing to open their accounts (for
example-savings,fixeddeposits,recurring deposits etc) in ICICI
bank in future as they are highly satisfied with the performance
and customer handling of the bank.

RECOMMENDATIONS
1)There is scope to target a large number of savings and other kinds
of accounts by concentrating on age group 18-24
years.Herepotential of customers are high and chances of growth
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are there.(Example-College students,Youngworkers,working

womenetc).

2)As major respondents think to have savings account is veryessential

so there is a lot of scope growth in the bank.

3)ICICI should try to build trust among thepublic by making people

aware of their tax benefits,high return
oninvestment,personalbanking,onlinebanking,mobile banking etc.

4)As more respondents are opening their account in ICICI Bank for
getting high return on savings, the company should try to provide
attractive returns on savings in future.

5)65% respondents are willing to open their account in ICICI bank in

future,this will benefit to the bank as mort potential customer in future.

CONCLUSION
After conducting business research on ICICI Bank we came to
know different needs of consumers, their valuablesuggestions,
responses to the different questions. With this information we
can conclude that there is good market awareness about ICICI
Bank in the market.
Customer satisfaction level of most respondents is higher for ICICI
Bank, which is provided by survey. Highersatisfaction level of ICICI
Bank was appreciable as ICICI provides good tax benefit for the
consumers and also ROI, security,different kinds of banking
options etc.
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ICICI’s savings account and online banking is the best-sold plan in

market by ICICI bank. This conveys that the customers are
switching toonline payment methods to get easy and fast details
of their account and online transactions.

APPENDIX
Questionnaire on survey of customer satisfaction level towards ICICI
Bank.(Service Sector-BANKING).