A RESEARCH REPORT

ON
CUSTOMER PERCEPTION ABOUT ICICI BANK
Submitted in partial fulfillment of the requirement for

DR. A.P.J ABDUL KALAM TECHNICAL UNIVERSITY, LUCKNOW

Master Of Business Administration (M.B.A.)
BATCH:- 2018-2020

UNDER THE GUIDENCE OF:- SUBMITTED BY:-

DR.PANKAJ DIXIT ALOK RATHOR
DIRECTOR ROLL NO: 1876070009

LOTUS INSTITUTE OF MANAGEMENT,BAREILLY

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 ACKNOWLEDGEMENT

I express sincere gratitude to MR.PANKAJ DIXIT, worthy Director (MBA

Department, Lotus Institute Of Management, Bareilly) for providing me this
opportunity.

Also a vote of thanks to the employees of the Bank who were very supportive and
cooperative with me.

Finally, I express my gratitude to all those who have helped me in all ways, in
completing my project successfully.

ALOK RATHOR

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 ABSTRACT

The banking sector has made a remarkable change and progress in India since the
Economic Reformsin 1991. Many new Private Sector Banks came into existence
which has brought changes in thebanking sector of India. The changes which these
banks brought include increase incompetition in banking industry. This has also
brought changes in respect of proper utilization of technology,improvement in
services provided to the customers and introduction of innovative products.ICICI
Bankis one of the private sector whichis a customer-oriented Bank. All the
facilities andservices provided by ICICI Bank revolve around its customers. This
Bank mainly works forimproving the experience of its customers. In the following
paper, attempts have been made to findoutwhether the existing customers of ICICI
Bank are satisfied with its services and to know thereasons of shifting to other
banks. This survey helped in analyzing the changing attitude of customerwhich is
preferably towards the services provided to them ICICI Bank

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 INDEX
Title Page………………………………………………1
Acknowledgement…………………………………….2
Abstract…………………………………………………3
Index……………………………………..4-5

CHAPTER-1
Company profile…………………………6-23

CHAPTER-2
Objective Of the study…………………………24-25

CHAPTER-3
Research Methodology…………………………26-31
CHAPTER-4
Data Analysis And Interpretation…………………….32-46

CHAPTER-5
Findings…………………………………47-48

CHAPTER-6
Conclusion……………………………………49-50

CHAPTER-7
Limitation……………………………………51-52

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CHAPTER-8
Suggestion…………………………………53-54

CHAPTER-9
Bibliography…………………………………....55-56

CHAPTER-10
Questionnaire…………………………………....57-59

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 CHAPTER-1
COMPANY PROFILE

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 ICICI Bank

ICICI Bank Limitedis an Indian multinational banking and financial services

company headquartered in Mumbai, Maharashtra with its registered office in
Vadodara, Gujarat. As of 2018, ICICI Bank is the second largest bank in India in
terms of assets and market capitalisation. It offers a wide range of banking
products and financial services for corporate and retail customers through a variety
of delivery channels and specialised subsidiaries in the areas of investment
banking, life, non-life insurance, venture capital and asset management. The bank
has a network of 5,275 branches and 15,589 ATMs across India and has a presence
in 17 countries including India.[5]

ICICI Bank is one of the Big Four banks of India.[6] The bank has subsidiaries in
the United Kingdom and Canada; branches in United States, Singapore, Bahrain,
Hong Kong, Qatar, Oman, Dubai International Finance Centre, China[7] and South
Africa; [8] and representative offices in United Arab Emirates, Bangladesh,
Malaysia and Indonesia. The company's UK subsidiary has also established
branches in Belgium and Germany

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 Board of Directors
Board Members
Mr. Girish Chandra
Chaturvedi
Non-Executive (part-time)
Chairman
..............................................

Mr. Hari L. Mundra

Independent Director
..............................................

Mr. Lalit Kumar Chandel

Government Nominee
Director
..............................................

Mr. S. Madhavan Mr. Anup Bagchi,

Independent Director Executive Director
.............................................. ..............................................

Ms. Neelam Dhawan Mr. Sandeep Bakhshi,

Independent Director Managing Director & CEO
.............................................. ..............................................

Mr. Radhakrishnan Nair Ms. Vishakha Mulye,

Independent Director Executive Director
.............................................. ..............................................

Ms. Rama Bijapurkar

Independent Director
..............................................

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 Board Committees
Board Governance, Remuneration &
Audit Committee
Nomination Committee
Ms. Neelam Dhawan, Chairperson
Mr. Uday Chitale, Chairman
Mr. Girish Chandra Chaturvedi
Mr. S. Madhavan
Ms. Rama Bijapurkar
Mr. Radhakrishnan Nair
Mr. B. Sriram
Corporate Social Responsibility
Customer Service Committee
Committee
Mr. Radhakrishnan Nair, Chairman
Ms. Rama Bijapurkar, Chairperson
Ms. Rama Bijapurkar
Mr. Hari L. Mundra
Mr. Uday Chitale
Mr. Anup Bagchi
Mr. Anup Bagchi
Mr. Sandeep Bakhshi
Credit Committee Fraud Monitoring Committee
Mr. S. Madhavan, Chairman
Mr. Sandeep Bakhshi, Chairman
Ms. Neelam Dhawan
Mr. B. Sriram
Mr. Radhakrishnan Nair
Mr. Hari L. Mundra
Mr. Anup Bagchi
Ms. Vishakha Mulye
Mr. Sandeep Bakhshi
Information Technology Strategy
Risk Committee
Committee
Mr. B. Sriram, Chairman
Mr. Girish Chandra Chaturvedi,
Ms. Neelam Dhawan
Chairman
Mr. Anup Bagchi
Mr. S. Madhavan
Mr. Sandeep Bakhshi
Review Committee for identification of
Stakeholders Relationship Committee wilful defaulters/non co-operative
borrowers
Mr. Hari L. Mundra, Chairman
Managing Director & CEO, Chairperson
Mr. Uday Chitale
Any Two Independent Directors
Mr. Anup Bagchi

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 ICICI Group Companies

ICICI Group

ICICI Prudential Life Insurance Company

ICICI Securities

ICICI Lombard General Insurance Company

ICICI Prudential AMC & Trust

ICICI Venture

ICICI Direct

ICICI Foundation

Disha Financial Counselling

ICICI Home Finance Company Limited

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 History
ICICI Bank was established by the Industrial Credit and Investment
Corporation of India (ICICI), an Indian financial institution, as a wholly-owned
subsidiary in 1994. The parent company was formed in 1955 as a joint-venture of
the World Bank, India's public-sector banks and public-sector insurance companies
to provide project financing to Indian industry.The bank was founded as the
Industrial Credit and Investment Corporation of India Bank, before it changed its
name to the abbreviated ICICI Bank. The parent company was later merged with
the bank.

ICICI Bank launched internet banking operations in 1998.

ICICI's shareholding in ICICI Bank was reduced to 46 percent, through a public

offering of shares in India in 1998, followed by an equity offering in the form of
American depositary receipts on the NYSE in 2000.ICICI Bank acquired the Bank
of Madura Limited in an all-stock deal in 2001 and sold additional stakes to
institutional investors during 2001-02.

In the 1990s, ICICI transformed its business from a development financial

institution offering only project finance to a diversified financial services group,
offering a wide variety of products and services, both directly and through a
number of subsidiaries and affiliates like ICICI Bank. In 1999, ICICI become the
first Indian company and the first bank or a financial institution from non-Japan
Asia to be listed on the NYSE.

In October 2001, the Boards of Directors of ICICI and ICICI Bank approved the
merger of ICICI and two of its wholly owned retail finance subsidiaries, ICICI
Personal Financial Services Limited and ICICI Capital Services Limited, with
ICICI Bank. The merger was approved by shareholders of ICICI and ICICI Bank
in January 2002, by the High Court of Gujarat at Ahmedabad in March 2002 and
by the High Court of Judicature at Mumbai and the Reserve Bank of India in April
2002.

In 2008, following the 2008 financial crisis, customers rushed to ICICI ATMs and branches in
some locations due to rumors of an adverse financial position of ICICI Bank. The Reserve Bank
of India issued a clarification on the financial strength of ICICI Bank to dispel the rumors.

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 Acquisitions
1996:ICICI Ltd. A diversified financial institution with headquarters in
Mumbai

1997:ITC Classic Finance. incorporated in 1986, ITC Classic was a non-bank

financial firm that engaged in hire, purchase, and leasing operations. At the time of
being acquired, ITC Classic had eight offices, 26 outlets, and 700 brokers.

1997:SCICI (Shipping Credit and Investment Corporation of India)

1998:Anagram(ENAGRAM) Finance. Anagram had built up a network of
some 50 branches in Gujarat, Rajasthan, and Maharashtra that were primarily
engaged in retail financing of cars and trucks. It also had some 250,000 depositors.

2001:Bank of Madura
2002:The Darjeeling and Shimla branches of Grindlays Bank
2005:Investitsionno-Kreditny Bank (IKB), a Russian bank
2007:Sangli Bank. Sangli Bank was a private sector unlisted bank, founded in
1916, and 30% owned by the Bahte family. Its headquarters were in Sangli in
Maharashtra, and it had 198 branches. It had 158 in Maharashtra and 31 in
Karnataka, and others in Gujarat, Andhra Pradesh, Tamil Nadu, Goa, and Delhi. Its
branches were relatively evenly split between metropolitan areas and rural or semi-
urban areas

2010:The Bank of Rajasthan (BOR) was acquired by the ICICI Bank in 2010
for 30 billion (US$420 million). RBI was critical of BOR's promoters not reducing
their holdings in the company. BOR has since been merged with ICICI Bank.

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Role in Indian financial infrastructure
The bank has contributed to the set-up of a number of Indian institutions to
establish financial infrastructure in the country over the years:

 The National Stock Exchange was promoted by India's leading financial

institutions (including ICICI Ltd.) in 1992 on behalf of the Government of
India with the objective of establishing a nationwide trading facility for
equities, debt instruments and hybrids, by ensuring equal access to investors
all over the country through an appropriate communication network.

 In 1987, ICICI Ltd along with UTI set up CRISIL as India's first
professional credit rating agency.

 NCDEX was set up in 2003, by ICICI Bank Ltd, LIC, NABARD, NSE,
Canara Bank, CRISIL, Goldman Sachs, Indian Farmers Fertiliser
Cooperative Limited (IFFCO) and Punjab National Bank.

 ICICI Bank has facilitated setting up of "FINO Cross Link to Case Link
Study" in 2006, as a company that would provide technology solutions and
services to reach the underserved and underbanked population of the
country. Using technologies like smart cards, biometrics and a basket of
support services, FINO enables financial institutions to conceptualise,
develop and operationalise projects to support sector initiatives in
microfinance and livelihoods.

 Entrepreneurship Development Institute of India (EDII), was set up in 1983,
by the erstwhile apex financial institutions like IDBI, ICICI, IFCI and SBI
with the support of the Government of Gujarat as a national resource
organisation committed to entrepreneurship development, education,
training and research.

 Eastern Development Finance Corporation (NEDFI) was promoted by
national level financial institutions like ICICI Ltd in 1995 at Guwahati,
Assam for the development of industries, infrastructure, animal husbandry,
agri-horticulture plantation, medicinal plants, sericulture, aquaculture,
poultry and dairy in the North Eastern states of India.

 Following the enactment of the Securitisation Act in 2002, ICICI Bank,
together with other institutions, set up Asset Reconstruction Company India
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 Limited (ARCIL) in 2003. ARCIL was established to acquire non-
performing assets (NPAs) from financial institutions and banks with a view
to enhance the management of these assets and help in the maximisation of
recovery.

 ICICI Bank has helped in setting up Credit Information Bureau of India
Limited (CIBIL), India's first national credit bureau in 2000. CIBIL provides
a repository of information (which contains the credit history of commercial
and consumer borrowers) to its members in the form of credit information
reports.

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 Products
ICICI Bank offer products and services like online money transfer & tracking
service, loans, automated lockers, credit card, debit card and digital wallet.

Subsidiaries
Domestic

 ICICI Prudential Life Insurance Company Limited

 ICICI Lombard General Insurance Company Limited
 ICICI Prudential Asset Management Company Limited
 ICICI Prudential Trust Limited
 ICICI Securities Limited
 ICICI Securities Primary Dealership Limited
 ICICI Venture Funds Management Company Limited
 ICICI Home Finance Company Limited
 ICICI Investment Management Company Limited
 ICICI Trusteeship Services Limited
 ICICI Prudential Pension Funds Management Company Limited

International

 ICICI Bank USA

 ICICI Bank UK PLC
 ICICI Bank Germany
 ICICI Bank Eurasia Limited Liability Company
 ICICI Securities Holdings Inc.
 ICICI Securities Inc.
 ICICI International LImited.

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 Awards and Achievements of ICICI
2003
 "The Asian Banker Excellence in Retail Financial Services Program" by The
Asian Banker

2004
 Best Bank in India Award presented by Euromoney Magazine

2006
 Bank of the Year 2006 India by the Banker

2007
 ICICI Bank has been conferred the Euromoney Award 2007 for the Best
Bank in the Asia-Pacific Region
 ICICI Bank wins the Excellence in Remittance Business award by The
Asian Banker
 ICICI Bank was got the awards for 'Best Transaction Bank' in India,'Best
Domestic Bank' in India,] 'Best follow-on offering'(US$4.94 billion), 'Best
Investment Grade Bond'(US$2 billion, three-tranche bonds), Best
Syndicated Loan Managers by Asset.

2009
 ICICI Bank bags the "Best bank in SME financing (Private Sector)" at the
Dun & Bradstreet Banking awards
 ICICI Bank won the Best Banking Security Systems Project Award and Best
E-Banking Project Implementation Award by The Asian Banker

2010
 ICICI Bank won the Best Banking Security System by The Asian Banker

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2011
 ICICI Bank is the only Indian brand to figure in the BrandZ Top 100 Most
Valuable Global Brands Report, second year in a row
 ICICI Bank won the 'Best CRM Project' and 'Best Banking Security
Systems' by The Asian Banker.

2012
 Airtel, ICICI among 'top 100 global brands
 ICICI Bank received the Golden Peacock Innovative Product / Service
Award.
 ICICI Bank received the Dataquest Technology Innovation Awards 2012 for
Datacenter migration by Dataquest.
 ICICI Bank has conferred the Best Performance Award for Self Help Group
(SHG) Bank Linkage Programme in NABARD's State Level Awards
announced by their Maharashtra Regional Office. The Bank received the
first prize for the year 2010–11 in the Private Sector Bank category and 2nd
runner up for the year 2011–12 in the Commercial Bank category.

2013
 ICICI Bank has been adjudged winner at the Express IT Innovation Award
under the Large Enterprise category
 ICICI Bank won the RMAI received the "Gram Samvad", Service for Low
cost/Small budget marketing initiative Award by Rural Marketing
Association of India (RMAI).
 ICICI bank won the 'Next Generation Banking solution' award by Celent.
 ICICI bank won the Best Domestic Trade Finance Bank and Best Financial
Supply Chain Project Award in India by The Asian Banker
 ICICI Bank won the honors of the Medici Innovation Hall of Fame Award,
instituted by The Medici Institute in collaboration with the Medici Group,
USA.

2014
 According to the Brand Trust Report 2014, ICICI Bank was ranked 28th
among India's most trusted brands, a research conducted by Trust Research
Advisory.

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  ICICI Bank was ranked second at the 'National Energy Conservation Award
2014' under the office buildings (less than 1 GWh/year consumption)
category.
 ICICI Bank was fifth in the world and second in India on the 'Top
Companies for Leaders' in a study conducted by Aon Hewitt.
 ICICI bank won the Best Private Sector Bank - Global Business
Development by Polaris Financial Technology Banking Awards 2014.

2015
 ICICI Bank won an award in the BFSI Leadership Summit & Awards in the
'Best Phone Banking for End-users' category
 ICICI Bank won in six categories and was the first runner-up in one category
among Private Sector Banks at IBA Banking Technology Awards, 2015.
The bank was declared the winner in the six categories of Best Technology
Bank of the Year, Best use of Data, Best Risk Management Initiatives, Best
use of Technology in Training, Human Resources and e-Learning initiatives,
Best Financial Inclusion Initiative and Best use of Digital and Channels
Technology. ICICI Bank was the first runner-up in Best use of Technology
to Enhance Customer Experience

2016
 ‘Best Retail Bank in India’ at the Asian Banker International Excellence in
Retail Financial Services Awards 2016. ICICI Bank has won this award
three years in a row.
 Gold awards in the ‘Bank’ and ‘Credit card issuing Bank’ segments under
Finance category in the Reader's Digest Trusted Brand 2016 Survey.
 First in The Brand Trust Report, India Study 2016 by Trust Research
Advisory under the ‘Banking Financial Services and Insurance’ category.
 Winner at the ‘Global Safety Awards 2016’ organised by the Energy and
Environment Foundation. This award is sponsored by Ministry of Petroleum
& Natural Gas and Ministry of Coal, Government of India.

2017

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  ICICI Bank received a citation at the fifth edition of The Financial Inclusion
Agenda organised by CNBC-TV18 in the ‘Impactful Financial Inclusion
Initiatives’ category
 ICICI Bank won two awards at The Asset Triple A Private Banking, Wealth
Management, Investment and ETF Awards 2017. The Bank has won these
awards in the ‘Derivatives House of the Year, India’ and ‘Best Structured
Products House, India’ categories
 ICICI Bank recognised as the ‘Best Foreign Exchange Provider in India’, by
Global Finance magazine as part of their list of ‘The World’s Best Foreign
Exchange Providers 2017’

2018
 ICICI Bank won multiple awards at the 17th edition of the Energy Efficiency
Summit hosted by Confederation of Indian Industry (CII). The Bank won the
‘Excellence in Energy Management’ award for the fourth consecutive year.
ICICI Bank’s corporate office in BKC, Mumbai was declared as the
‘National Energy Leader’ at the summit. Additionally, the Bank received the
‘Excellent Energy Efficient Unit’ awards for Empire Tower, Chandivali
Tower and Mafatlal Tower offices in Mumbai, NBCC Tower office in Delhi
and the Ambattur Tower office Chennai. The Bank also received the
‘Excellent Energy Efficient Unit’ award for its data centre in Hyderabad and
call centre in Thane.
 ICICI Bank was recognised as the ‘FX House of the Year’ in India at the
inaugural edition of the FX Week Asia Awards 2018. The Bank won the
award for the array of Forex services that it provides in the Indian market.
The awards are organised by FX Week, a portal that covers news from the
finance sector across the globe.

2019
 ICICI Bank won the Bronze Medal in the ‘CSR & Not-for-Profit (beyond
metro)’ category for the skilling initiatives undertaken through ICICI
Foundation for Inclusive Growth that help the less-privileged youth in rural
and urban areas enabling them to earn sustainable livelihoods.
 ICICI Bank was awarded by the Government of India in the ‘Best
Performing Bank – Overall’ and ‘Best Performing Bank, Statewise – Bihar’
categories for its significant contribution towards the Pradhan Mantri Awas
Yojna Gramin. ICICI Bank was the only bank to be awarded in both the
categories.

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  ICICI Bank’s tower in Gachibowli Hyderabad, was awarded a 4-star rating in the recently
concluded CII-SR EHS Excellence Award – 2019. The award programme
was organised by the Confederation of Indian Industry. The Bank was
awarded for the various initiatives undertaken to ensure environmental
protection at its tower in Hyderabad and safety of its employees.
 ICICI Bank was recognised as the ‘Best Consumer Digital Bank – 2019’ for
India region by Global Finance; a publication headquartered in New York.

2020
 ICICI Bank was declared winner in the ‘Productivity’ category at the
Institute of Internal Auditors (IIA) Annual Excellence Awards 2019
organised by the IIA - Bombay Chapter. These awards recognise impactful
initiatives implemented by organisations in areas of ‘Innovations’, ‘Use of
Technology’ and ‘Productivity’.
 ICICI Bank has bagged two awards in the NSDL Star Performer Awards
2019. The Bank won ‘Top Performer in the New Accounts Opened’ (Bank
category) & in ‘Active Accounts’ (Bank category). The awards were
presented during the 34th DP Conference organised by National Securities
Depository Limited (NSDL).

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 ICICI Bank: Banking Services & Products
Information
Deposit Account

ICICI Bank Savings Account

ICICI Bank, one of India’s largest private sector bankers, offers a variety of
savings bank accounts to individuals to meet a plethora of banking needs. The
accounts offered by the bank are diverse in nature and suit the requirements of
every individual. An ICICI Bank savings account can be a premium account or a
basic account, an account for children or one for senior citizens. The variety of
options makes savings accounts held with ICICI Bank as one the most favoured
options for many customers.

The following are some of the leading types of ICICI Bank savings account that
are available to individuals from various walks of life:

1. Titanium Privilege Savings Account:This ICICI Bank savings account

is a premium account with the following features:

o The ICICI Bank savings account offers privilege banking benefits to the
customer and his family members
o Free Titanium Privilege Debit Card with higher limits on cash withdrawals
and purchases which also includes unlimited cash withdrawals from non-
ICICI Bank ATMs free of cost
o 40% discount on annual locker rent for existing account holders

2. Gold Privilege Savings Account:A savings account from ICICI Bank

which gives exclusive banking benefits. The leading features of the account
are as follows:

o Free Gold Privilege Debit Card which gives the customer great offers and
Visa card-holder privileges including with higher limits on cash withdrawals
and purchases which also includes unlimited cash withdrawals from non-
bank ATMs free of cost
o 20% discount on annual locker rental for account holders
o Trading account opening fee of Rs. 975 and first year’s Demat Account
Maintenance Charge of Rs. 500 is waived

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 3. Silver Savings Account:An account which promises extra benefits to the
accountholders. The features of the account are as follows:

o The account offers Smart Shopper Silver Debit Card for ATM withdrawals
and purchase at outlets without having to carry cash
o Unlimited cash withdrawals from any bank’s ATM
o 15% discount on annual locker rent

Loan
ICICI Home Loan

ICICI Home Loan Interest Rates & Other Details – 2020

Interest Rate 8.55% onwards
Loan Amount Depends on the applicant’s credit profile
Loan Tenure Up to 30 years
0.5% – 1.00% of loan amt. (Min. Rs. 1,500) +
Processing Fees GST

ICICI Personal Loan

Type of Personal Loan Interest Rate (p.a.)

Wedding Loan

Home Renovation Loan

Starting at 11.25% p.a.
Holiday Loan

Fresher Funding

Top up Loan Starting at 11.25% p.a.

Starting at 15.49% p.a.

NRI Personal Loan

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 ICICI Bank Education Loan
Interest Rate Course/Location
PG/UG
11.5%
Domestic/ International

ICICI Bank Mudra Loan

ICICI Bank Mudra Loan 2020
Maximum Loan Amount Rs. 10.00 Lakh
Collateral or Security Not Required
Interest Rate Depends on Business Profile

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CHAPTER-2
OBJECTIVE

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 OBJECTIVE

1. To find out some glaring reasons of lower efficiency in ICICI

banks and suggest ways and means to improve the efficiency of
these two banks.

2. To make comparative analysis of the financial performance of

ICICI.

3. To suggest future prospect for ICICI bank.

4. To analyse the financial performance of ICICI bank

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CHAPTER-3
RESEARCH
METHODOLOGY

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 RESEARCH METHODOLOGY

4.1 RESEARCH
Research in common place refers to a search for knowledge. Research is
defined as systematic and scientific search for pertinent information on specific
topic or area of study.

4.2 METHODOLOGY
Methodology is a plan of action for a research project and explains in detail
how data are collected analyzed and presented, so that they will provide meaning
information.

4.3 RESEARCH DESIGN

A Research design is purely and simply the framework or plan for the guides
the collection and analysis of data.
It is the overall operational pattern or framework of the project that
stipulated the information to be collected, from which source and what procedures.
A Research design might be described as a series of advance decision that taken
together from a specific master plan or the model for f the investigation.
Descriptive research is used in this project.

4.4 DESCRIPTIVE RESEARCH

This type of research design is undertaken in many circumstances. When the
researcher is interested in knowing the characteristics of certain groups such as
age, sex, education level, Occupation or income etc. The Objective of such study is

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to answer the “Who, What, When, Where, and How” of the subject under
investigation, so in this project study comes under descriptive research design.

4.5 RESEARCH INSTRUMENT USED

The questionnaire was found to be the most suitable type of research
instrument to collect data. It is important tool of the research; it is used to generate
the raw data on which findings were based.

4.6 QUESTIONNAIRE CONSTRUCTION

A questionnaire is an assembly of carefully formulated questions, designed
to collect facts and options from the respondents. It’s an important tool of the
research; it is used to generate the raw data on which findings were based.

4.7 AIM OF THE QUESTIONNAIRE

 To obtain accurate data.
 To make interview as interesting and stimulating.
 To be easily analysis.
 To facilitate efficient administration of information.

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4.8 SOURCE AND COLLECTION OF DATA
The task of data collection begins after research problems have been defined
and research design chalked out. Data is the foundation for all marketing research.
The researchers can obtain data form.

 Primary Data

Questionnaires are prepared and personal interview was conducted. Most of

the questions are consist of multiple choices. The structured interview method was
undertaken. The interview was conducted in English as well as in hindi . Proper
care was taken to frame the interview schedule in such a manner it should be easily
understood in view of educational level of the consumers. Generally 22 questions
are prepared and asked to the consumers of the in the Rudrapur.

 Secondary Data

Secondary data was collected from Internets, various books, Journals, and
Company Records.

4.9 SAMPLING PLAN

Due to cost and time involved in collecting the data from all the respondents,
it becomes a compulsion to choose representation. Sampling plan explains as
under,

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 Sampling Unit:
The sampling unit is who is to be surveyed? That is sampling unit is
who are all the respondent is called sampling unit. The sampling units for this
study are customers of Rudrapur, U.S.NAGAR.

 Sampling Size:
The sample size for this study is 50.

 Sampling Method:
Different types of sampling methods are available. In this study the
convenience sampling was selected for this research. This sampling method
used the principles of non-probability technique.

 Area Of Sampling:
The area of sampling was taken in Rudrapur City.

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 5.4.2 STATISTICAL TOOLS USED

The main statistical tools used for collection and analysis of data in this project
was:-
Microsoft Excel package, pie charts, percentage.
A closed questionnaire was designed and used in order to obtain feedback.
The responses were coded in Likert’s 5 Point Scale ranging from

*STRONGLY AGREE; *MODERATELY AGREE;

*NEUTRAL; *MODERATELY DISAGREE;
*STRONGLY DISGREE

Since the time period of the study was less, the reliability of the questionnaire
could not be ascertained. However, the questions were made keeping in mind the
objectives of the study and were finalized only after the assent of my project guide.
A copy of the same is attached in the annexure.

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CHAPTER-4

DATA ANALYSIS
AND
INTERPRETATION

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 DATA ANALYSIS AND INTERPRETATION

1.Do you have a bank account in ICICI Bank?

A) Yes 0%B) No 100%

2.5

1.5

0.5

0
YES NO

Column1

Interpretation:All the respondents have their bank accounts with ICICI Bank.

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2.What type of account do you maintain?
A) Savings 57% B) Current 23%C) Others 20%

57
23

savings current others

Interpretaion:57% respondents are maintaining Savings account with bank and

23% of them aremaintaining Current account.

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3.From how many months do you have account with the Bank?
A) 1-3 Months 5%B) 3-6 Months 15%C) > 6 Months 80%

90

80

70

60

50

40

30

20

10

0
1-3 months 3-6 months >6 months

Series 1

Interpretation:80% of the respondents are holding their account for more than
6 months while 15%of them are holding account for between 3-6 months and only
5% respondents have bank accounts forless than 3 months.

35 | P a g e
4.Are you satisfied with the interest rates charged by Bank on your?
A) Yes 80%B) No 20%

90

80

70

60

50

40

30

20

10

0
yes no

Series 1

Interpretation:80% of the respondents are satisfied with the interest rates

charged on their deposits.

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5.Do you use Credit Card provided by the Bank?
A) Yes 82% B) No 18%

18

82

yes no

Interpretation:82% of the respondents use the credit card facility of ICICI

Bank.

37 | P a g e
6.Are you satisfied with Credit Card payment policies?
A) Satisfied 62%B) Dissatisfied 13% C) Neutral 25%

70

60

50

40

30

20

10

0
satisfied dissatisfied neutral

Series 1

Interpretation:62% of the respondents are satisfied with credit card payment

policy while 13%of therespondents are not satisfied and 25% respondents are
neutral.

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7.Have you taken any loan from the Bank?
A) Yes 86% B) No 14%

100

90

80

70

60

50

40

30

20

10

0
yes no

Series 1

Interpretation:86% of the respondents have taken loan from Bank.

39 | P a g e
8.Are you satisfied with the interest rates charged on Loan?
A) Satisfied 52%B) Dissatisfied 42%C) Neutral 6%

satisfied dissatisfied neutral

Interpretation:52% of the respondents are satisfied with the interest rates

charged on the Loanswhile 42% of the respondents are not satisfied and 6% of
them are neither satisfied nor dissatisfied.

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9.Do you use ATMs?
A) Yes 96% B) No 4%

120

100

80

60

40

20

0
yes no

Series 1

Interpretation:96% of the respondents are using ATM services provided by

bank.

41 | P a g e
10.Are you satisfied with mobile banking facilities provided by the
bank?
A) Satisfied 82%B) Dissatisfied 2%C) Neutral 16%

90

80

70

60

50

40

30

20

10

0
satisfied dissatisfied neutral

Series 1

Interpretation:82% of respondents are satisfied with thebanking facilities

provided by ICICI Bankand only 2% of them are dissatisfied.

42 | P a g e
11.What do you feel about overall service quality of the Bank?
A) Good 8% B) very good 58%C) Excellent 34%

70

60

50

40

30

20

10

0
good very good excellent

Series 1

Interpretation:8% of the respondents felt that quality of services provided

byICICI Bank isgoodwhile 58% felt very good and only 34% of them felt services
are excellent.

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12.Are you satisfied with Internet Banking Facilities?
A) Satisfied 64%B) Dissatisfied12%C) Neutral 24%

24

12 64

satisfied dissatisfied neutral

Interpretation:64% of the respondents are satisfied with Internet banking

facility and 12% areneither satisfied nor dissatisfied.

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13.Are you satisfied with policies and procedures of the bank?
A) Satisfied22%B) Dissatisfied4%C) Neutral 74%

80

70

60

50

40

30

20

10

0
satisfied dissatisfied neutral

Series 1

Interpretaion:22% of respondents are satisfied with the policies and procedures

of ICICI Bankwhile 74% are neutral.

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14.Will you recommend your bank to others?
A) Yes 92% B) No 8%

100

90

80

70

60

50

40

30

20

10

0
yes no

Series 1

Interpretation:92% of the respondents agree to recommend ICICI Bank to

others.

46 | P a g e
CHAPTER-5

FINDINGS

47 | P a g e
 FINDINGS

1.All the respondents are the customer of ICICI Bank.

2.57% respondents are maintaining Savings account with bank and 23% of them
are maintainingCurrent account.
3.80% of the respondentsare holding their account for more than 6 months while
15% of them areholding account for between 3-6 months and only 5% respondents
have bank accounts for less than 3months.
4.80% of the respondents are satisfied with the interest rates charged on
theirdeposits.
5.82% of the respondents use the credit card facility of ICICI Bank.
6.62% of the respondents are satisfied with credit card payment policy while
13%of the respondents arenot satisfied and 25% respondents are neutral.
7.86% of the respondents have taken loan from Bank.
8.51% of the respondents are satisfied with the interest rates charged on the Loans
while 41% of therespondents are not satisfied and 8% of them are neither satisfied
nor dissatisfied.
9.96% of the respondents are using ATM services providedby bank.
10.82% of respondents are satisfied with the banking facilities provided by ICICI
Bank and only 2% ofthem are dissatisfied.
11.8% of the respondents felt that quality of services provided byICICI Bankis
good while 58%and only34% of them felt services are excellent.
12.64% of the respondents are satisfied with Internet banking facility and 12% are
neither satisfied nordissatisfied
13.Only 22% of the respondents are satisfied with the policies and procedures,
74% are neither satisfiednor dissatisfied while 4% of the total are dissatisfied .
14.Maximum customers of ICICI Bank recommend their Bank to others.

48 | P a g e
CHAPTER-6

CONCLUSION

49 | P a g e
 CONCLUSION

ICICI Bank is one of the largest private sector bank in India. Popularity of the bank
is clear from theSurvey done above. From analysis it is concluded that people
mostly prefer ICICI Bank for Savingsaccount needs because of its attractive
interest ratesand comfortable repayment system.
Considerablyless amount of people prefer this bank for maintain current accounts
due to cumbersomedocumentation. ICICI is a diversified bank and has extended its
operations into different areas like mutual funds, insurance etc. ICICI bank is
known for its quality services and excellent customer carewhich is very evident
from this survey customers are increasingly going tech savvy and hence ICICIbank
has also worked hard in this domain and that’s why less number of people are
dissatisfied withonline banking services provided by ICICI bank.Overall,ICICI
bank is the preferred bank bymaximum people in private sector .

50 | P a g e
CHAPTER-7
LIMITATION

51 | P a g e
 LIMITATION
.

1. The study considers data of only limited duration of time.

2. It is based on only on monetary information and non-monetary

factors are ignored.

3. It is only study of interim reports of the concern.

4. The study is based on selected schemes therefore limiting the area

of research.

5. This analysis is carried on certain assumptions hence the

assumptions would be biased.

6. The survey has been conducted only on 50 respondents.

7. Some of the respondent didn’t agree toprovide information.

8. The accuracy of findings depends on the correctness of responses

provided by respondents.

52 | P a g e
CHAPTER-8
SUGGESTIONS

53 | P a g e
 SUGGESTIONS

1. Bank should focus on loan services provided to their customers

and should revise its interest on loanin a manner that people may
gofor loan.

2. Banks should share all the relevant information about the products
and services with the customers.

3. ICICI Bank should improve its Internet Banking Facilities as

customers are not satisfied with it.

54 | P a g e
CHAPTER-9
BIBLIOGRAPHY

55 | P a g e
 BIBLIOGRAPHY

1.http://en.m.wikipedia.org/wiki/ICICI_Bank

2.http://en.m.wikipedia.org/wiki/Bank

3.Kothari, C.R. (1990) Research Methodology: Method and Techniques, Wishwa

Prakashan, NewDelhi .

56 | P a g e
QUESTIONNAIRE

57 | P a g e
 QUESTIONNAIRE

1.Do you have a bank account in ICICI Bank?

A) Yes 0% B) No 100%

2.What type of account do you maintain?

A) Savings 57% B) Current 23% C) Others 20%

3.From how many months do you have account with the Bank?
A) 1-3 Months 5% B) 3-6 Months 15% C) > 6 Months 80%

4.Are you satisfied with the interest rates charged by Bank on your?
A) Yes 80% B) No 20%

5.Do you use Credit Card provided by the Bank?

A) Yes 82% B) No 18%

6.Are you satisfied with Credit Card payment policies?

A) Satisfied 62% B) Dissatisfied 13% C) Neutral 25%

7.Have you taken any loan from the Bank?

A) Yes 86% B) No 14%

58 | P a g e
8.Are you satisfied with the interest rates charged on Loan?
A) Satisfied 52% B) Dissatisfied 42% C) Neutral 6%

9.Do you use ATMs?

A) Yes 96% B) No 4%

11.What do you feel about overall service quality of the Bank?

A) Good 8% B) very good 58% C) Excellent 34%

12.Are you satisfied with Internet Banking Facilities?

A) Satisfied 64% B) Dissatisfied 12% C) Neutral 24%

13.Are you satisfied with policies and procedures of the bank?

A) Satisfied 22% B) Dissatisfied 4% C) Neutral 74%

14.Will you recommend your bank to others?

A) Yes 92% B) No 8%

SUGGESTION:-
………………………………………………………………………………………
………………………………………………………………………………………
………………………………………………………………………………………
………………………………………………………………………………………
………………………………………………………………………………………
…………………………………………………

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