Project Report

On

CUSTOMER SATISFACTION

SUBMITTED IN PARTIAL FULFILLMENT OF THE

REQUIREMENTS FOR THE AWARD OF THE DEGREE OF
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BACHELOR OF BUSINESS MANAGEMENT OF
BANGALORE UNIVERSITY

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 CONTENTS

Sr. No. Subject Covered Page No.

1 Contents 2

2 Executive Summary 4

3 My Project Objective 7

4 Banking Structure in India 8

5 Introduction 9

6 History of Banking in India 10

7 Bank In India 17

8 Fact Files of Banks in India 19

9 Indian Banking Industries 26

10 ICICI Bank 28
11 ICICI Group 33

12 Technology used in ICICI Bank 39

13 Product and Customer segments 41

11 Product 44

14 SWOT Analysis 55

15 Research Methodology 57

16 Company Efforts To Ensure Customer Satisfaction 59

17 Data Analysis 69

18 Comparison With SBI 79

19 SWOT Analysis(comparative) 87

20 Questionnaire 93

21 Finding 98

22 Suggestion 99

23 Conclusion 102 3

24 Bibliography 103
 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. The objective of the research is to explore the various products, which a
private banker deals into and the systematic process involved to match client requirements
with the right kind of product.

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.

Though private banking evolved in late 80’s in Asia, in India its not more than 5 years old.
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. Every client will have different needs, liking and preferences. So a customized
portfolio for every client is the need of the day.

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.

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

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 BANKING STRUCTURE IN INDIA

Scheduled Banks in India

(A) Scheduled Commercial Banks

Public sector Banks Private sector Foreign Banks in Regional Rural Bank
Banks India
 (28)  (27) (29) (102)
Nationalized Old Private
Bank Banks
 Other Public  New Private
Sector Banks Banks
(IDBI)
 SBI and its
Associates

(B) Scheduled Cooperative Banks

Scheduled Urban Cooperative Scheduled State Cooperative

Banks (55) Banks (31)

Here we more concerned about private sector banks and competition among them. Today, there
are 27 private sector banks in the banking sector: 19 old private sector banks and 8 new private
sector banks.
These new banks have brought in state-of-the-art technology and aggressively marketed their
products. 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.
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 INTRODUCTION

The banking section will navigate through all the aspects of the Banking System in India. 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 coming few years.

The banker of all banks, Reserve Bank of India (RBI), the Indian Banks Association (IBA)

and top 20 banks like IDBI, HSBC, ICICI, ABN AMRO, etc. has been well defined under

three separate heads with one page dedicated to each bank.

However, in the introduction part of the entire banking cosmos, the past has been well

explained under three different heads namely:

 History of Banking in India

 Nationalization of Banks in India

 Scheduled Commercial Banks in India

The first deals with the history part since the dawn of banking system in India. Government
took major step in the 1969 to put the banking sector into systems and it nationalized 14
private banks in the mentioned year. This has been elaborated in Nationalization Banks in
India. The last but not the least explains about the scheduled and unscheduled banks in India.
Section 42 (6) (a) of RBI Act 1934 lays down the condition of scheduled commercial banks.
The descriptions along with a list of scheduled commercial banks are given on this page.

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 HISTORY OF BANKING IN INDIA

Without a sound and effective banking system in India it cannot have a healthy economy.

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.

For the past three decades India's banking system has several outstanding achievements to its

credit. The most striking is its extensive reach. It is no longer confined to only metropolitans

or cosmopolitans in India. In fact, Indian banking system has reached even to the remote

corners of the country. This is one of the main reasons of India's growth process.

The government's regular policy for Indian bank since 1969 has paid rich dividends with the

nationalization of 14 major private banks of India.

Not long ago, an account holder had to wait for hours at the bank counters for getting a draft

or for withdrawing his own money. Today, he has a choice. Gone are days when the most

efficient bank transferred money from one branch to other in two days. Now it is simple as

instant messaging or dial a pizza. Money have become the order of the day.

The first bank in India, though conservative, was established in 1786. From 1786 till today,

the journey of Indian Banking System can be segregated into three distinct phases. 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.

 New phase of Indian Banking System with the advent of Indian Financial & Banking

Sector Reforms after 1991.

To make this write-up more explanatory, I prefix the scenario as Phase I, Phase II and Phase

III.

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Phase I

The General Bank of India was set up in the year 1786. Next came Bank of Hindustan and
Bengal Bank. The East India Company established Bank of Bengal (1809), Bank of Bombay
(1840) and Bank of Madras (1843) as independent units and called it Presidency Banks.
These three banks were amalgamated in 1920 and Imperial Bank of India was established
which started as private shareholders banks, mostly Europeans shareholders.

In 1865 Allahabad Bank was established and first time exclusively by Indians, Punjab

National Bank Ltd. was set up in 1894 with headquarters at Lahore. Between 1906 and 1913,

Bank of India, Central Bank of India, Bank of Baroda, Canara Bank, Indian Bank, and Bank

of Mysore were set up. Reserve Bank of India came in 1935.

During the first phase the growth was very slow and banks also experienced periodic failures
between 1913 and 1948. There were approximately 1100 banks, mostly small. To streamline
the functioning and activities of commercial banks, the Government of India came up with
The Banking Companies Act, 1949 which was later changed to Banking Regulation Act 1949
as per amending Act of 1965 (Act No. 23 of 1965). Reserve Bank of India was vested with
extensive powers for the supervision of banking in India as the Central Banking Authority.

During those day’s public has lesser confidence in the banks. As an aftermath deposit of it

mobilization was slow. Abreast the savings bank facility provided by the Postal safer.

department was comparatively Moreover, funds were largely given to traders.

Phase II

Government took major steps in this Indian Banking Sector Reform after independence. In
1955, it nationalized Imperial Bank of India with extensive banking facilities on a large scale
especially in rural and semi-urban areas. 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.

Seven banks forming subsidiary of State Bank of India was nationalized in 1960 on 19th July,

1969, major process of nationalization was carried out. It was the effort of the then Prime

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Minister of India, Mrs. Indira Gandhi. 14 major commercial banks in the country was

nationalized.

Second phase of nationalization Indian Banking Sector Reform was carried out in 1980 with

seven more banks. This step brought 80% of the banking segment in India under Government

ownership.

The following are the steps taken by the Government of India to Regulate Banking

Institutions in the Country:

 1949: Enactment of Banking Regulation Act.

 1955: Nationalization of State Bank of India.

 1959: Nationalization of SBI subsidiaries.

 1961: Insurance cover extended to deposits.

 1969: Nationalization of 14 major banks.

 1971: Creation of credit guarantee corporation.

 1975: Creation of regional rural banks.

 1980: Nationalization of seven banks with deposits over 200 crore.

After the nationalization of banks, the branches of the public sector bank India rose to

approximately 800% in deposits and advances took a huge jump by 11,000%.

Banking in the sunshine of Government ownership gave the public implicit faith and immense

confidence about the sustainability of these institutions.

Phase III

This phase has introduced many more products and facilities in the banking sector in its

reforms measure. In 1991, under the chairmanship of M Narasimham, a committee was set up

by his name which worked for the liberalization of banking practices.

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The country is flooded with foreign banks and their ATM stations. Efforts are being put to

give a satisfactory service to customers. Phone banking and net banking is introduced. The

entire system became more convenient and swift. Time is given more importance than money.

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The financial system of India has shown a great deal of resilience. It is sheltered from any
crisis triggered by any external macroeconomics shock as other East Asian Countries
suffered. This is all due to a flexible exchange rate regime, the foreign reserves are high, the
capital account is not yet fully convertible, and banks and their customers have limited
foreign exchange exposure.BANKS IN INDIA

In India the banks are being segregated in different groups. Each group has their own benefits

and limitations in operating in India. Each has their own dedicated target market. Few of them

only work in rural sector while others in both rural as well as urban. Many even are only

catering in cities. Some are of Indian origin and some are foreign players.

All these details and many more is discussed over here. The banks and its relation with the

customers, their mode of operation, the names of banks under different groups and other such

useful information’s are talked about.

One more section has been taken note of is the upcoming foreign banks in India. The RBI has

shown certain interest to involve more of foreign banks than the existing one recently. This

step has paved a way for few more foreign banks to start business in India.

Major Banks in India

 ABN-AMRO Bank  Indian Overseas Bank

 Abu Dhabi Commercial Bank  IndusInd Bank

 American Express Bank  ING Vysya Bank
 Andhra Bank  Jammu & Kashmir Bank
 Allahabad Bank  JPMorgan Chase Bank
 Bank of Baroda  Karnataka Bank
 Bank of India  Karur Vysya Bank
 Bank of Maharastra  Laxmi Vilas Bank
 Bank of Punjab  Oriental Bank of Commerce

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  Bank of Rajasthan  Punjab National Bank
 Bank of Ceylon  Punjab & Sind Bank
 BNP Paribas Bank  Scotia Bank
 Canara Bank  South Indian Bank
 Catholic Syrian Bank  Standard Chartered Bank
 Central Bank of India  State Bank of India (SBI)
 Centurion Bank  State Bank of Bikaner & Jaipur
 China Trust Commercial Bank  State Bank of Hyderabad
 Citi Bank  State Bank of Indore
 City Union Bank  State Bank of Mysore
 Corporation Bank  State Bank of Saurastra
 Dena Bank  State Bank of Travancore
 Deutsche Bank  Syndicate Bank
 Development Credit Bank  Taib Bank
 Dhanalakshmi Bank  UCO Bank
 Federal Bank  Union Bank of India
 HDFC Bank  United Bank of India
 HSBC ICICI Bank  United Bank Of India
 IDBI Bank  United Western Bank
 Indian Bank  UTI Bank

Fact Files of Banks in India

The first, the oldest, the largest, the biggest, get all such types of information’s about Banking

in India in this section.

The first bank in India to be given an ISO Certification Canara Bank

The first bank in Northern India to get ISO 9002 certification for Punjab and Sind

their selected branches Bank

The first Indian bank to have been started solely with Indian Punjab National

capital Bank
The first among the private sector banks in Kerala to become a South Indian Bank

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scheduled bank in 1946 under the RBI Act
India's oldest, largest and most successful commercial bank,

offering the widest possible range of domestic, international and State Bank of India
NRI products and services, through its vast network in India and
overseas
India's second largest private sector bank and is now the largest The Federal Bank

scheduled commercial bank in India Limited

Bank which started as private shareholders banks, mostly Imperial Bank of

Europeans shareholders India

The first Indian bank to open a branch outside India in London in Bank of India,

1946 and the first to open a branch in continental Europe at Paris founded in 1906 in
in 1974 Mumbai
The oldest Public Sector Bank in India having branches all over Allahabad Bank

India and serving the customers for the last 132 years
The first Indian commercial bank which was wholly owned and Central Bank of

managed by Indians India

Bank of India was founded in 1906 in Mumbai. It became the first Indian bank to open a
branch outside India in London in 1946 and the first to open a branch in continental Europe at
Paris in 1974.

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PUBLIC SECTOR BANKS

Among the Public Sector Banks in India, United Bank of India is one of the 14 major
banks, which were nationalized on July 19, 1969. Its predecessor, in the Public Sector Banks,
the United Bank of India Ltd., was formed in 1950 with the amalgamation of four banks viz.
Camilla Banking Corporation Ltd. (1914), Bengal Central Bank Ltd. (1918), Camilla Union
Bank Ltd. (1922) and Hooghly Bank Ltd.(1932).

Oriental Bank of Commerce (OBC), Government of India Undertaking offers Domestic,

NRI and Commercial banking services. OBC is implementing a GRAMEEN PROJECT in
Dehradun District (UP) and Hanumangarh District (Rajasthan) disbursing small loans. This
Public Sector Bank India has implemented 14 point action plan for strengthening of credit
delivery to women and has designated 5 branches as specialized branches for women
entrepreneurs.

The following are the list of Public Sector Banks in India

 Allahabad Bank

 Andhra Bank

 Bank of Baroda

 Bank of India

 Bank of Maharastra

 Canara Bank

 Central Bank of India

 Corporation Bank

 Dena Bank

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  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

List of State Bank of India and its subsidiary, a Public Sector Banks

 State Bank of India

o State Bank of Bikaner & Jaipur

o State Bank of Hyderabad

o State Bank of Indore

o State Bank of Mysore

o State Bank of Saurastra

o State Bank of Travancore

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PRIVATE SECTOR BANKS:

Private banking in India was practiced since the beginning of banking system in India. The
first private bank in India to be set up in Private Sector Banks in India was IndusInd Bank. It
is one of the fastest growing Bank Private Sector Banks in India. IDBI ranks the tenth largest
development bank in the world as Private Banks in India and has promoted world class
institutions in India. The first Private Bank in India to receive an in principle approval from
the Reserve Bank of India was Housing Development Finance Corporation Limited, to set up
a bank in the private sector banks in India as part of the RBI's liberalization of the Indian
Banking Industry. It was incorporated in August 1994 as HDFC Bank Limited with registered
office in Mumbai and commenced operations as Scheduled Commercial Bank in January
1995.

ING Vysya, yet another Private Bank of India was incorporated in the year 1930. Bangalore

has a pride of place for having the first branch inception in the year 1934. With successive

years of patronage and constantly setting new standards in banking, ING Vysya Bank has

many credits to its account.

List of Private Banks in India

 Bank of Punjab

 Bank of Rajasthan

 Catholic Syrian Bank

 Centurion Bank

 City Union Bank

 Dhanalakshmi Bank

 Development Credit Bank

 Federal Bank

 HDFC Bank

 ICICI Bank

 IDBI Bank

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 IndusInd Bank

 ING Vysya Bank

 Jammu & Kashmir Bank

 Karnataka Bank

 Karur Vysya Bank

 Laxmi Vilas Bank

 South Indian Bank

 United Western Bank

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 INDIAN BANKING INDUSTRY

The Indian banking market is growing at an astonishing rate, with Assets expected to reach
US$1 trillion by 2010. An expanding economy, middle class, and technological innovations
are all contributing to this growth.

The country’s middle class accounts for over 320 million People. In correlation with the
growth of the economy, rising income levels, increased standard of living, and affordability of
banking products are promising factors for continued expansion.

The Indian banking market is growing at an astonishing rate, with Assets expected to reach
US$1 trillion by 2010. An expanding economy, middle class, and technological innovations
are all contributing to this growth.

The Indian banking Industry is in the middle of an IT revolution, Focusing on the

expansion of retail and rural banking. Players are becoming increasingly customer -
centric in their approach, which has resulted in innovative methods of offering new banking
products and services. Banks are now realizing the importance of being a big player
and are beginning to focus their attention on mergers and acquisitions to take advantage
of economies of scale and/or comply with Basel II regulation.“Indian banking industry

assets are expected to reach US$1 trillion by 2010 and are poised to receive a greater infusion
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of foreign capital,” says Prathima Rajan, analyst in Celent's banking group and author of the
report. “The banking industry should focus on having a small number of large players that can
compete globally rather than having a large number of fragmented players."

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Type Private, BSE & NSE, NYSE
1955 (as Industrial credit and
Founded
Investment corporation of India)
ICICI Bank Ltd.,
ICICI Bank Towers,
Headquarters
Bandra Kurla
Mumbai, India
N Vaghul, K.V. Kamath, Chanda
Key people Kochhar, V Vaidyanathan,
Madhabi Puri
Banking
Industry Insurance
Capital Markets and allied industries
Loans, Credit Cards, Savings,
Products
Investment vehicles, Insurance etc.
Revenue ▲ USD 5.79 billion

Total assets Rs. 3,997.95 billion (US$ 100

billion) at March 31, 2008.

OVERVIEW

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ICICI Bank (formerly Industrial Credit and Investment Corporation of India). ICICI

Limited was established in 1955 by the World Bank, the Government of India and the Indian

Industry, for the promotion of industrial development in India by giving project and corporate

finance to the industries in India.

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, covering 6,848 companies and 16,851 projects. As of March 31,

2000, ICICI had disbursed a total of Rs.1,13,070 crores, since inception.

ICICI Bank Fact Files:

Total assets: Rs.146,214 crore (December 31, 2004)

Network: 530 branches

ATMs: Over 1,880

Abroad Subsidiaries: United Kingdom and Canada

Abroad branches: Singapore and Bahrain

Representative offices: United States, China, United Arab Emirates, and Bangladesh and
South Africa.

ICICI Bank is India's second-largest bank with total assets of about Rs. 2,513.89 bn (US$
56.3 bn) at March 31, 2006 and profit after tax of Rs. 25.40 bn (US$ 569 mn) for the year
ended March 31, 2006 (Rs. 20.05 bn (US$ 449 mn) for the year ended March 31, 2005).
ICICI Bank has a network of about 614 branches and extension counters and over 2,200
ATMs. ICICI Bank offers a wide range of banking products and financial services to
corporate and retail customers through a variety of delivery channels and through its
specialized subsidiaries and affiliates in the areas of investment banking, life and non-life
insurance, venture capital and asset management. 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.

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

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of assets. Bank has total assets of about USD 100 billion (at the end of March 2008), a
network of over 1,491 branches, 22 regional offices and 49 regional processing centers, about
4,485 ATMs (at the end of September 2008), and 24 million customers (at the end of July
2007). ICICI Bank offers a wide range of banking products and financial services to corporate
and retail customers through a variety of delivery channels and specialized subsidiaries and
affiliates in the areas of investment banking, life and non-life insurance, venture capital and
asset management. (These data are dynamic.) ICICI Bank is also the largest issuer of credit
cards in India. ICICI Bank has got its equity shares listed on the stock exchanges at Kolkata
and Vadodara, Mumbai and the National Stock Exchange of India Limited, and its ADRs on
the New York Stock Exchange (NYSE).

The Bank is expanding in overseas markets and has the largest international balance sheet
among Indian banks. ICICI Bank now has wholly-owned subsidiaries, branches and
representatives offices in 18 countries, including an offshore unit in Mumbai. This includes
wholly owned subsidiaries in Canada, Russia and the UK (the subsidiary through which the
hisave savings brand is operated), offshore banking units in Bahrain and Singapore, an
advisory branch in Dubai, branches in Belgium, Hong Kong and Sri Lanka, and representative
offices in Bangladesh, China, Malaysia, Indonesia, South Africa, Thailand, the United Arab
Emirates and USA. Overseas, the Bank is targeting the NRI (Non-Resident Indian) population
in particular.

ICICI reported a 1.15% rise in net profit to Rs. 1,014.21 crore on a 1.29% increase in total
income to Rs. 9,712.31 crore in Q2 September 2008 over Q2 September 2007. The bank's
current and savings account (CASA) ratio increased to 30% in 2008 from 25% in 2007.

ICICI Bank currently has subsidiaries in the United Kingdom, Russia and Canada,
branches in Singapore, Bahrain, Hong Kong, Sri Lanka and Dubai International Finance

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Center and representative offices in the United States, United Arab Emirates, China, South
Africa and Bangladesh. Our UK subsidiary has established a branch in Belgium. ICICI Bank
is the most valuable bank in India in terms of market capitalization.

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 has formulated a Code of Business Conduct and Ethics for its Directors and
employees. At June 5, 2006, ICICI Bank, with free float market capitalization of about Rs.
480.00 billion (US$ 10.8 billion) ranked third amongst all the companies listed on the Indian
stock exchanges.

ICICI Bank was originally promoted in 1994 by ICICI Limited, an Indian financial
Institution, and was its wholly owned subsidiary. ICICI's shareholding in ICICI Bank was
reduced to 46% through a public offering of shares in India in fiscal 1998, an equity offering
in the form of ADRs listed on the NYSE in fiscal 2000, ICICI Bank's acquisition of Bank of
Madura Limited in an all-stock amalgamation in fiscal 2001, and secondary market sales by
ICICI to institutional investors in fiscal 2001 and fiscal 2002. ICICI was formed in 1955 at
the initiative of The World Bank, the Government of India and representatives of Indian
industry.

The principal objective was to create a development financial institution for Providing
medium-term and long-term project financing to Indian businesses. In the 1990s, ICICI
transformed its business from a development financial institution offering only project finance
to a diversified financial service 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 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

24
approved by shareholders of ICICI and ICICI Bank in January 2002, by the High Court of
Gujarat at Ahmadabad in March 2002, and by the High Court of Judicature at Mumbai and
the Reserve Bank of India in April 2002. Consequent to the merger, the ICICI group's
financing and banking Operations, both wholesale and retail, have been integrated in a single
entity.

Free float holding excludes all promoter holdings, strategic investments and Cross holdings
among public sector entities.

BUSINESS OBJECTIVES

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Vision

To be the leading provider of financial services in India and a major global bank.

Mission

We will leverage our people, technology, speed and financial capital to:
be the banker of first choice for our customers by delivering high quality, world-
class service.
Expand the frontiers of our business globally.
Play a proactive role in the full realisation of India’s potential.
maintain a healthy financial profile and diversify our earnings across businesses and
geographies.
Maintain high standards of governance and ethics.
Contribute positively to the various countries and markets in which we operate.
Create value for our stakeholders.

Product and Services

Service and banking of ICICI bank categorized in to personal banking, business banking and
NRI banking services.

Personal banking- Deposit in form of saving, recurring, term deposit, senior citizen deposit
and children depository account are there for individual customer can also avail of their
housing, automobile, farm equipment, business or personal loan scheme. Personal client can
also invest in mutual funds and participate in stock trading through ICICI bank.
Business banking – Business banking services of ICICI Bank are exhaustive.
Project financing, deal assessment, and land evaluation are investment
banking services offered to corporate clients. Global trade and cash
management transaction services facilitate remittances and receipts across
important cities. Capital market and custodial services enable business houses
to participate in equity trading and transfer across major stock markets of
world.

Customer

26
ICICI bank targets all segment of customer with various types of products and services. I
interacted with a a lot of customers and collect their feedback on the given services of
company, and feedback are positive response from all point of view. Customers are
beneficiary from both sides monetary as well as non monetary. The bank targets to add nearly
500,000 customers under the new scheme in the next one year and plans to offer auto loans
through the new online channel in the future, ICICI Bank's Executive Director, V
Vaidyanathan, said here.

"As of now, nearly 24 per cent of our customer transactions are happening through internet.
We are primarily targeting our urban customers, who constitute nearly 70 per cent of our total
customer-base," Vaidyanathan said.

Customers, opting for the service can also benefit from the quantum optima facility, wherein
if the balance exceeds Rs 5,000, the money will automatically be transferred to a fixed deposit
scheme, he said. The facility, which also enable customers to transact between an ICICI Bank
account and accounts in other banks, is being offered free of cost, he said ICICI bank,
presently, has above 2 crore customers. The lender opened nearly 470 branches in the last
fiscal. 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. 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, if any, with the customers.

ICICI bank Endeavour’s to safeguard and ensure the security of the information provided by
the customer. ICICI bank uses 128-bit encryption, for the transmission of the information,
which is currently the permitted level of encryption in India. When the information provided
by the customers is not transmitted through this encryption, the customer's system (if
configured accordingly) will display an appropriate message ensuring the best level of secrecy
for the customer's information.

The customer would be required to cooperate with ICICI bank in order to ensure the security
of the information, and it is recommended that the customers necessarily choose their
passwords carefully such that no unauthorized access is made by a third party. To make the
password complex and difficult for others to guess, the customers should use combination of

27
alphabets, numbers and special characters (like! @, #, $ etc.). 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.

ICICI bank undertakes not to disclose the information provided by the customers to
any person, unless such action is necessary to:

Conform to legal requirements or comply with legal process;

Protect and defend ICICI bank's or its affiliates rights, interests or property;

Enforce the terms and conditions of the products or services; or

Act to protect the interests of ICICI bank, its affiliates, or its members, constituents or
of other persons.

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 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 real-time 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
29
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

30
 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 roles and 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.

31
BUSINESS OBJECTIVES:

Vision
To be the leading provider of financial services in India and a major global bank.
Mission
We will leverage our people, technology, speed and financial capital to:
be the banker of first choice for our customers by delivering high quality, world-
class service.
expand the frontiers of our business globally.
play a proactive role in the full realisation of India’s potential.
maintain a healthy financial profile and diversify our earnings across businesses and
geographies.
maintain high standards of governance and ethics.
contribute positively to the various countries and markets in which we
operate. create value for our stakeholders.

Product and Services

Service and banking of ICICI bank categorized in to personal banking, business banking and
NRI banking services.
Personal banking- Deposit in form of saving, recurring, term deposit, senior citizen deposit
and children depository account are there for individual customer can also avail of their
housing, automobile, farm equipment, business or personal loan scheme. Personal client can
also invest in mutual funds and participate in stock trading through ICICI bank.
Business banking – Business banking services of ICICI Bank are exhaustive. Project
financing, deal assessment, and land evaluation are investment banking services offered to
corporate clients. Global trade and cash management transaction services facilitate
remittances and receipts across important cities. Capital market and custodial services enable
business houses to participate in equity trading and transfer across major stock markets of
world.

CUSTOMER

ICICI bank targets all segment of customer with various types of products and services. I
interacted with a a lot of customers and collect their feedback on the given services of
32
company, and feedback are positive response from all point of view. Customers are
beneficiary from both sides monetary as well as non monetary. The bank targets to add nearly
500,000 customers under the new scheme in the next one year and plans to offer auto loans
through the new online channel in the future, ICICI Bank's Executive Director, V
Vaidyanathan, said here.

"As of now, nearly 24 per cent of our customer transactions are happening through internet.
We are primarily targeting our urban customers, who constitute nearly 70 per cent of our total
customer-base," Vaidyanathan said.

Customers, opting for the service can also benefit from the quantum optima facility, wherein
if the balance exceeds Rs 5,000, the money will automatically be transferred to a fixed deposit
scheme, he said. The facility, which also enable customers to transact between an ICICI Bank
account and accounts in other banks, is being offered free of cost, he said ICICI bank,
presently, has above 2 crore customers. The lender opened nearly 470 branches in the last
fiscal. 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. 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, if any, with the customers.

ICICI bank Endeavour’s to safeguard and ensure the security of the information provided by
the customer. ICICI bank uses 128-bit encryption, for the transmission of the information,
which is currently the permitted level of encryption in India. When the information provided
by the customers is not transmitted through this encryption, the customer's system (if
configured accordingly) will display an appropriate message ensuring the best level of secrecy
for the customer's information.

The customer would be required to cooperate with ICICI bank in order to ensure the security
of the information, and it is recommended that the customers necessarily choose their
passwords carefully such that no unauthorized access is made by a third party. To make the
password complex and difficult for others to guess, the customers should use combination of
alphabets, numbers and special characters (like! @, #, $ etc.). 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.

ICICI bank undertakes not to disclose the information provided by the customers to
any person, unless such action is necessary to:

Conform to legal requirements or comply with legal process;

Protect and defend ICICI bank's or its affiliates rights, interests or

property; Enforce the terms and conditions of the products or services; or

Act to protect the interests of ICICI bank, its affiliates, or its members, constituents or
of other persons.

COMPETITOR

33
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 real-time 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

34
 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 roles and 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
35
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. During this
rigorous testing, Sybase IQ delivered faster results on independent hardware and operating
systems with minimum infrastructure. Commending the improvements achieved, Amit Sethi,
Joint General Manager, ICICI bank says, "What impressed us wasthat even with overall lower
costs, we could achieve significantly better query performanceafter implementing the Sybase
enterprise warehouse solution." ICICI Infotech today launched an enterprise resource
planning (ERP) solution for the small and medium enterprises.

The ERP package - Orion Advantage - comes bundled with an HP dual processor Xeon
server, Oracle 9i database, Windows 2003 server and costs about Rs 9.90 lakh and has a 15-
user license.

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, parts purchasing, maintaining
inventory and interacting with suppliers and customers.

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, auto ancillary,
pharmaceuticals, chemicals and IT distribution. Besides the cost advantage, the ERP package
also came pre-configured. ICICI Infotech had mapped the processes specific to each industry
segment into the package.

Mr. Manoj Kunkalienkar, Executive Director and President, 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.

Mr. R.K. Kanthi, Deputy General Manager, ICICI Infotech, said there was no ERP package
for the SMEs that bundled the server, database and operating system right now. That was the
advantage ICICI Infotech offered to SMEs as Orion Advantage came bundled and pre-
configured. Besides the high cost of generic ERP packages, their implementation time as far
as SMEs were concerned was also long. Orion Advantage could be installed in 45 days.

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, whose number in the country was estimated at
2.30 lakh.

36
Mr. K.S. Natarajan, Managing Director, Trident Pneumatics Pvt Ltd of Coimbatore, one of
the companies that had installed Orion Advantage, said that the company had tried three other
ERP packages, all of which had failed, before settling on Orion Advantage.

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.

The Chennai centers were involved in research and development of Orion ERP solutions and
Premia, an insurance package.

ERP Systems Integration

Pinnacle Software Solutions has the expertise and experience to assist you with your
enterprise systems integration. From developing your strategy, through implementation and
support, we bring the right combination of resources, management skillsets, and technical
know-how. We will help you successfully integrate your Enterprise Resource Planning
(ERP) systems into your overall business and technology infrastructure.

Whether you are planning an upgrade of an existing ERP system, or a complete replacement
of a legacy application and platform, we can help you improve your financial, human
resources, electronic mail, and other business systems. We work with the leading ERP
systems, including the latest versions of the Oracle and PeopleSoft applications:

 General Ledger  Project Costing

 Accounts Payable  Human Resources
 Accounts Receivable  Payroll
 Purchasing  Benefits
 Asset Management  Compensation
Our technology management solutions will help you migrate hardware platforms, improve
network and database performance, develop or refresh policies and procedures, and develop
sound disaster recovery and backup solutions. Please contact us to learn how Pinnacle
Software Solutions can help you develop “solutions that fit” your enterprise.

ICICI Prudential Life Insurance Company Limited

ICICI Prudential life Insurance Company Limited was incorporated on 20th July 2000.The
authorized capital of the company is Rs.2300 million and the paid up capital is Rs.1500
million. The company is joint venture of ICICI (74%) and UK based company Prudential Plc
(26%). The company was granted certificate of registration for carrying business, by
Insurance Regulatory and Development Authority on 24th November 2000. It commenced
commercial operation from 19th December 2000 and becoming a leading private sector life
insurance company.
The company recognizes that the driving force for gaining sustainable competitive advantage
in this business is superior customer experience and investment behind the brand. The
company aims to achieve this by striving to provide world class service level trough constant
innovation in product, distribution channels and technology based delivery.
Vision and Mission

Their vision is to make ICICI Prudential Life Insurance Company the dominant new insurer
in the life insurance industry. This they hope to achieve through their commitment to
excellence, focus on service, speed and innovation, and leveraging our technological
expertise.
37
The success of the organisation will be founded on its strong focus on values and clarity of
purpose. These include:

 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.They believe that they can play a
significant role in redefining and reshaping the sector. Given the quality of their parentage
and the commitment of their team, they feel that tere will be no limits to their growth.

Board of Directors

The ICICI Prudential Life Insurance Company Limited Board comprises reputed people
from the finance industry both from India and abroad.

Shri K.V. Kamath, Chairman

Mr. Mark Tucker
Smt. Lalita D. Gupte
Mr. Danny Bardin
Mrs. Kalpana Morparia
Shri M.P. Modi
Mr. John Caouette
Shri S.P.Subhedar, (Alternate Director to Mr. Danny Bardin)
Mr. Derek Stott, (Alternate Director to Mr. Mark Tucker)
Smt. Shikha Sharma, Managing Director
Management Team

Ms. Shikha Sharma, Managing Director

Mr. Kevin Wright, Executive Vice President - Sales & Distribution
Ms. Madhavi Soman, Chief - Strategic Initiatives
Mr. V. Rajagopalan, Appointed Actuary
Mr. Sandeep Batra, Chief Financial Officer & Company Secretary
Mr. Saugata Gupta, Chief - Marketing & Service
Mr. Shubhro J. Mitra, Chief - Human Resources

Corporate Office:

ICCI Prulife Towers,

1089, Appasahab Marathe Marg,
Prabhadevi,
Mumbai 400 025.
Telephone Number: 022-462 1600
Website : www.iciciprulife.com

ICICI Lombard General Insurance Company

38
ICICI Lombard General Insurance Company Limited is a 74:26 joint venture between ICICI
Bank Limited and Canada based Fairfax Financial Holdings Limited. ICICI Bank is India's
second largest bank, while Fairfax Financial Holdings is a diversified financial corporate
engaged in general insurance, reinsurance, insurance claims management and Investment
management. Lombard Canada Ltd, a group company of Fairfax Financial Holdings Limited,
is one of Canada's oldest property and casualty insurers. ICICI Lombard General Insurance
Company received regulatory approvals to commence general insurance business in August
2000.

Board Members

Mr K V Kamath, Chairman

Mr R Athappan, Director

Mr B V Bhargava, Director

Mr Dileep Choksi, Director

Mr James F Dowd, Director

Ms Lalita D Gupte, Director

Ms Kalpana Morparia, Director

Mr S Mukherji, Director

Mr Chandran Ratnaswami, Director

Mr H N Sinor, Director

Mr Sandeep Bakhshi, Managing Director & CEO

Audit Committee

Mr. S Mukherji, Chairman

Mr. Dileep Choksi, Director

Mr. James F Dowd, Director

Mr. H.N. Sinor, Director

Investment Committee

Mr. Chandran Ratnaswami, Chairman

39
 Ms. Kalpana Morparia, Director

Mr. Sandeep Bakhshi,, Managing Director & CEO

Mr. S Gopalakrishnan, Head – Investments

Mr. Rakesh Jain, Head-Finance & Accounts

Mr. Liyaquat Khan, Appointed Actuary

Board Governance Committee

Ms. Kalpana Morparia, Chairperson

Mr. Chandran Ratnaswami, Director

Mr. H. N. Sinor, Director

Retail Segment of ICICI Lombard General Insurance :

ICICI Lombard's Retail Segment consists of personal insurance products - Health,

Home, Motor and Travel insurances.
Health Insurance

ICICI Lombard is known to be a pioneer in introducing innovative concepts in the Indian

health Insurance sector. Be it the floater concept, the critical illness cover or the tax gain
policy, all these were first introduced by ICICI Lombard. 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.
The various plans offered by ICICI Lombard include Family Floater Plan - where one policy
covers the entire family, Health Advantage Plus - where they cover OPD and dental expenses,
also help save maximum tax under section 80D and Critical Illness plan - a special policy
covering a list of critical illnesses. They also have a basic Personal Accident Plan which
covers against accidents. ICICI Lombard health plans also provide coverage against terrorism.
Home Insurance

Home Insurance is actually one of the most neglected areas in the general insurance category.
Simply, because people in general, especially in India, do not give much importance to it.
However, in the recent years, due to the increase in awareness, and the great extent of damage
caused to property due to natural calamities and terrorism, it has been gaining importance.
The Home Insurance Policyoffered by ICICI Lombard covers both the structure and the
contents of the house. You can opt for either of the covers or both. Unlike other policies, it
40
also covers damage due to terrorist activities, loss of cash, public liability, temporary
resettlement and others.
Motor Insurance

As Motor Insurance is mandatory in India and is governed by the Motor Tariff Act, the
policies offered by various companies are more or less the same. There is not much room for
innovation in this category. ICICI Lombard too offers Car Insurance and Two Wheeler
Insurance. They are known to offer one of the best rates in the market. As the entire buying
process is online and is instant, without any submission of documents or other formalities,
people generally opt it for convenience.
Travel Insurance

Travel insurance is one of the most prominent sector of general insurance, especially overseas
travel insurance and student medical insurance. ICICI Lombard offers various options in both
the categories. The Overseas Travel Plans and Student Medical Plans offered cover medical
and non-medical expenses, including compensation for flights hijacked and pre existing
diseases in case of emergency. They charge on a per day basis if the travel is more than 7
days. ICICI Lombard has tied up with United Health Group to facilitate access to all its
clinics while in U.S.
The Student Medical Plans are accepted in almost universities worldwide. They also have a
section in their website, University Search, where one can find specific plans for specific
universities.
All the above retail policies can be bought online, without any documentation through their
website www.icicilombard.com .One can not only buy, but also manage and renew their
insurance policies online.
NRI Services
ICICI Lombard has developed insurance policies for Non-resident Indians that can be bought,
renewed and tracked online.
Parents' Health Insurance covers hospitalization and medical expenses incurred by parents of
the policyholder in India. For parents' travelling outside India, ICICI Lombard offers a
Parents' Overseas Travel Insurance policy.
An NRI can insure his children/ dependents travelling abroad to study, under the Student
Medical Insurance plan. Likewise, the Home Insurance and Car Insurance schemes enables an
NRI to secure his assets in India.
Channels
Channel is the term used for the various approaches a company uses to tap its customers.
ICICI Lombard uses a multi channel approach to ensure the sales, service and other allied
activities are carried out in the most effective manner.
Retail
41
The Retail channel consists of sales executves, sales officers, brokers and agents. They are the
one who are in direct contact with the customers and bring the innovative insurance solutions
to their doorsteps.
Online
ICICI Lombard has developed a web-based system to meet all the pre and post-policy
transaction. One can get quotes, buy, renew and track their policies onlin e through the
website [www.icicilombard.com]. With the do-it-yourself architecture, the online channel is
fast, convenient, easy to understand and operate.

42
 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. During this
rigorous testing, Sybase IQ delivered faster results on independent hardware and operating
systems with minimum infrastructure. Commending the improvements achieved, Amit Sethi,
Joint General Manager, ICICI bank says, "What impressed us wasthat even with overall lower
costs, we could achieve significantly better query performanceafter implementing the Sybase
enterprise warehouse solution." ICICI Infotech today launched an enterprise resource
planning (ERP) solution for the small and medium enterprises.

The ERP package - Orion Advantage - comes bundled with an HP dual processor Xeon
server, Oracle 9i database, Windows 2003 server and costs about Rs 9.90 lakh and has a 15-
user license.

43
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, parts purchasing, maintaining
inventory and interacting with suppliers and customers.

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, auto ancillary,
pharmaceuticals, chemicals and IT distribution. Besides the cost advantage, the ERP package
also came pre-configured. ICICI Infotech had mapped the processes specific to each industry
segment into the package.

Mr. Manoj Kunkalienkar, Executive Director and President, 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.

Mr. R.K. Kanthi, Deputy General Manager, ICICI Infotech, said there was no ERP package
for the SMEs that bundled the server, database and operating system right now. That was the
advantage ICICI Infotech offered to SMEs as Orion Advantage came bundled and pre-
configured. Besides the high cost of generic ERP packages, their implementation time as far
as SMEs were concerned was also long. Orion Advantage could be installed in 45 days.

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, whose number in the country was estimated at
2.30 lakh.

Mr. K.S. Natarajan, Managing Director, Trident Pneumatics Pvt Ltd of Coimbatore, one of
the companies that had installed Orion Advantage, said that the company had tried three other
ERP packages, all of which had failed, before settling on Orion Advantage.

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.

The Chennai centers were involved in research and development of Orion ERP solutions and
Premia, an insurance package.

44
 ERP Systems Integration

Pinnacle Software Solutions has the expertise and experience to assist you with your
enterprise systems integration. From developing your strategy, through implementation and
support, we bring the right combination of resources, management skillsets, and technical
know-how. We will help you successfully integrate your Enterprise Resource Planning
(ERP) systems into your overall business and technology infrastructure.

Whether you are planning an upgrade of an existing ERP system, or a complete replacement
of a legacy application and platform, we can help you improve your financial, human
resources, electronic mail, and other business systems. We work with the leading ERP
systems, including the latest versions of the Oracle and PeopleSoft applications:

 General Ledger  Project Costing

 Accounts Payable  Human Resources
 Accounts Receivable  Payroll
 Purchasing  Benefits
 Asset Management  Compensation
Our technology management solutions will help you migrate hardware platforms, improve
network and database performance, develop or refresh policies and procedures, and develop
sound disaster recovery and backup solutions. Please contact us to learn how Pinnacle
Software Solutions can help you develop “solutions that fit” your enterprise.

45
 ICICI GROUP

ICICI VENTURE

ICICI Venture is the largest and one of the most successful private equity and Venture capital
management companies in India with aggregate funds under Management in excess of USD 2
billion. ICICI Venture is a subsidiary of ICICI Bank, India’s second-largest bank with total
assets of about US$ 56.3 bn (March 31, 2006) and market capitalization of about USD 10.8
bn (June 2006).

Over the years, ICICI Venture has built an enviable portfolio of companies in the sectors

of information technology, pharmaceuticals, biotechnology, media and retail thereby

delivering value consistently to its investors.

ICICI Venture has the distinction of managing a large number of exits in the Country.

With over 100 liquidity events, the organization has reaped rich Experience and is well

positioned to handle IPOs, strategic sale and/or mergers.

ICICI Venture has a wide network of third party investors, which include Domestic investors
such as public sector banks, financial institutions and Insurance companies. A significant 46
portion of the fund’s corpus is also from International development financial institutions and

international funds.

The company has over 40 qualified professionals with experience across sectors and

functions. The capabilities of the team, structure of the organization, Emphasis on value

creation and performance evaluation matrices enable ICICI Venture to extract superior returns

from its investments.

ICICI SECURITIES – India’s Leading Investment Bank

ICICI Securities Limited is India’s leading full service investment bank with a Dominant
position in all segments of its operations - Corporate Finance, Fixed Income and Equities. It is
a subsidiary of ICICI Bank, the largest private sector bank in India and operates out of
Mumbai with offices in New Delhi, Chennai, Kolkata, New York, London and Singapore.
Under the able leadership of Mr.S.Mukherji, Managing Director and CEO, ICICI Securities
continues to grow as reflected in its performance over the past couple of years.

The Corporate Finance team has consistently been among the top players in M&As and

fund raising from domestic and international capital markets. The Equities team is a major

Indian brokerage house and its research covers over 90% of Sensex market capitalization. The

bond research of the Fixed Income team is a benchmark for the industry.

The eminent position of ICICI Securities is reflected in the number of awards that our teams
in the Fixed Income, M&A and Equity Capital Markets win. Our Fixed Income team for the
last two years (CY04 and CY05) has been adjudged as the “Best Bond House” in India by
both Asia money and Finance Asia. The Equities team was adjudged as the ‘Best Indian
Brokerage House-2003’ by Asia money. The Corporate Finance team tops the M&A/Capital
markets league tables regularly. Our wholly owned subsidiary, ICICI Brokerage Services
Limited (IBSL), buys and sells equities for our institutional clients. ICICI Securities has a
U.S. subsidiary, ICICI Securities Inc., which is a member of the National Association of
Securities Dealers, Inc. (NASD). As a result of this membership, ICICI Securities Inc. can
engage in permitted activities in the U.S. securities markets.

These activities include dealing in securities markets transactions in the United States and

providing research and investment advice to US investors.

47
ICICI Securities Inc. is also registered with the Financial Services Authority, UK (FSA) and

the Monetary Authority of Singapore (MAS) to carry out Corporate Advisory Services

PRUDENTIAL ICICI

Prudential ICICI Asset Management Company enjoys the strong parentage of Prudential plc,
one of UK's largest players in the insurance & fund management sectors and ICICI Bank, a
well-known and trusted name in financial services in India. Prudential ICICI Asset
Management Company, in a span of just over eight years, has forged a position of pre-
eminence in the Indian Mutual Fund industry as one of the largest asset management
companies in the country with assets under management of Rs. 23559.60 crores (as of March
31, 2006). The Company manages a comprehensive range of schemes to meet the varying
investment needs of its investors spread across 68 cities in the country.

PRUDENTIAL LIFE INSURANCE

India's Number One private life insurer, ICICI Prudential Life Insurance Company is a joint
venture between ICICI Bank-one of India's foremost financial services companies-and
Prudential plc- a leading international financial services group headquartered in the United
Kingdom. Total capital infusion stands at Rs. 15.85 billion, with ICICI Bank holding a stake
of 74% and Prudential plc holding 26%.

We began our operations in December 2000 after receiving approval from Insurance

Regulatory Development Authority (IRDA). Today, our nation-wide team comprises nearly

120,000 insurance advisors, 18 banc assurance partners and 200 corporate agent tie-ups.

ICICI Prudential was the first life insurer in India to receive a National Insurer Financial
Strength rating of AAA (Industry) from Fitch ratings. For three years in a row, ICICI
Prudential has been voted as India's Most Trusted Private Life Insurer, by The Economic
Times - AC Nielsen ORG Marg survey of 'Most Trusted Brands'. As we grow our
distribution, product range and customer base, we continue to tirelessly uphold our
commitment to deliver world-class financial solutions to customers all over India.

48
ICICI Prudential life Insurance Company Limited was incorporated on 20th July 2000.The
authorized capital of the company is Rs.2300 million and the paid up capital is Rs.1500
million. The company is joint venture of ICICI (74%) and UK based company Prudential Plc
(26%). The company was granted certificate of registration for carrying business, by
Insurance Regulatory and Development Authority on 24th November 2000. It commenced
commercial operation from 19th December 2000 and becoming a leading private sector life
insurance company.
The company recognizes that the driving force for gaining sustainable competitive advantage
in this business is superior customer experience and investment behind the brand. The
company aims to achieve this by striving to provide world class service level trough constant
innovation in product, distribution channels and technology based delivery.
Vision and Mission

Their vision is to make ICICI Prudential Life Insurance Company the dominant new insurer
in the life insurance industry. This they hope to achieve through their commitment to
excellence, focus on service, speed and innovation, and leveraging our technological
expertise.

The success of the organisation will be founded on its strong focus on values and clarity of
purpose. These include:

 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.They believe that they can play a
significant role in redefining and reshaping the sector. Given the quality of their parentage
and the commitment of their team, they feel that tere will be no limits to their growth.

Corporate Office:

ICCI Prulife Towers,

1089, Appasahab Marathe Marg,
Prabhadevi,
Mumbai 400 025.

49
Telephone Number: 022-462 1600
Website : www.iciciprulife.com

ICICI LOMBARD

ICICI Lombard General Insurance Company Limited is a 74:26 joint venture between ICICI
Bank Limited and the US-based $ 26 billion Fairfax Financial Holdings Limited. ICICI Bank
is India's second largest bank, while Fairfax Financial Holdings is a diversified financial
corporate engaged in general insurance, reinsurance, insurance claims management and
investment management. Lombard Canada Ltd, a group company of Fairfax Financial
Holdings Limited, is one of Canada's oldest property and casualty insurers. ICICI Lombard
General Insurance Company received regulatory approvals to commence general insurance
business in August 2001.

ICICI Lombard General Insurance Company Limited is a 74:26 joint venture

between ICICI Bank Limited and Canada based Fairfax Financial Holdings
Limited. ICICI Bank is India's second largest bank, while Fairfax Financial
Holdings is a diversified financial corporate engaged in general insurance,
reinsurance, insurance claims management and Investment management.
Lombard Canada Ltd, a group company of Fairfax Financial Holdings Limited,
is one of Canada's oldest property and casualty insurers. ICICI Lombard
General Insurance Company received regulatory approvals to commence
general insurance business in August 2000.

Retail Segment of ICICI Lombard General Insurance :

ICICI Lombard's Retail Segment consists of personal insurance products - Health,

Home, Motor and Travel insurances.
Health Insurance

ICICI Lombard is known to be a pioneer in introducing innovative concepts in the Indian

health Insurance sector. Be it the floater concept, the critical illness cover or the tax gain
policy, all these were first introduced by ICICI Lombard. It was also one of the first general

50
insurance companies in India to have a robust online system in place for buying and renewing
policies.

The various plans offered by ICICI Lombard include Family Floater Plan - where one policy
covers the entire family, Health Advantage Plus - where they cover OPD and dental expenses,
also help save maximum tax under section 80D and Critical Illness plan - a special policy
covering a list of critical illnesses. They also have a basic Personal Accident Plan which
covers against accidents. ICICI Lombard health plans also provide coverage against terrorism.

Home Insurance

Home Insurance is actually one of the most neglected areas in the general insurance category.
Simply, because people in general, especially in India, do not give much importance to it.
However, in the recent years, due to the increase in awareness, and the great extent of damage
caused to property due to natural calamities and terrorism, it has been gaining importance.
The Home Insurance Policyoffered by ICICI Lombard covers both the structure and the
contents of the house. You can opt for either of the covers or both. Unlike other policies, it
also covers damage due to terrorist activities, loss of cash, public liability, temporary
resettlement and others.

Motor Insurance

As Motor Insurance is mandatory in India and is governed by the Motor Tariff Act, the
policies offered by various companies are more or less the same. There is not much room for
innovation in this category. ICICI Lombard too offers Car Insurance and Two Wheeler
Insurance. They are known to offer one of the best rates in the market. As the entire buying
process is online and is instant, without any submission of documents or other formalities,
people generally opt it for convenience.

Travel Insurance

Travel insurance is one of the most prominent sector of general insurance, especially overseas
travel insurance and student medical insurance. ICICI Lombard offers various options in both
the categories. The Overseas Travel Plans and Student Medical Plans offered cover medical
and non-medical expenses, including compensation for flights hijacked and pre existing
diseases in case of emergency. They charge on a per day basis if the travel is more than 7
days. ICICI Lombard has tied up with United Health Group to facilitate access to all its
clinics while in U.S.

51
The Student Medical Plans are accepted in almost universities worldwide. They also have a
section in their website, University Search, where one can find specific plans for specific
universities.

All the above retail policies can be bought online, without any documentation through their
website www.icicilombard.com .One can not only buy, but also manage and renew their
insurance policies online.

NRI Services
ICICI Lombard has developed insurance policies for Non-resident Indians that can be bought,
renewed and tracked online.

Parents' Health Insurance covers hospitalization and medical expenses incurred by parents of
the policyholder in India. For parents' travelling outside India, ICICI Lombard offers a
Parents' Overseas Travel Insurance policy.

An NRI can insure his children/ dependents travelling abroad to study, under the Student
Medical Insurance plan. Likewise, the Home Insurance and Car Insurance schemes enables an
NRI to secure his assets in India.
Channels
Channel is the term used for the various approaches a company uses to tap its customers.
ICICI Lombard uses a multi channel approach to ensure the sales, service and other allied
activities are carried out in the most effective manner.

Retail
The Retail channel consists of sales executves, sales officers, brokers and agents. They are the
one who are in direct contact with the customers and bring the innovative insurance solutions
to their doorsteps.

Online
ICICI Lombard has developed a web-based system to meet all the pre and post-policy
transaction. One can get quotes, buy, renew and track their policies online through the website
[www.icicilombard.com]. With the do-it-yourself architecture, the online channel is fast,
convenient, easy to understand and operate.

52
 Technology Used in ICICI Bank

In the era of globalization each and every sector faced the stiff competition from their rivals.
And world also converted into the flat from the globe. After the policy of liberalization and
RBI initiatives to take the step for the private sector banks, more and more changes are taking
the part into it. And there are create competition between the private sector banks and public
sector bank.
Private sector banks are today used the latest technology for the different transaction of day to
day banking life. As we know that Information Technology plays the vital role in the each and
every industries and gives the optimum return from the limited resources. Banks are service
industries and today IT gives the innovative Technology application to Banking industries.
ICICI BANK is the leader in the industries and today IT and ICICI BANK together combined
they reached the sky. New technology changed the mind of the customers and changed the
queue concept from the history banking transaction. Today there are different channels are
available for the banking transactions.

We can see that the how technology gives the best results in the below diagram. There are
drastically changes seen in the use of Internet banking, in a year 2001 (2%) and in the year
2008 (25%).
These type of technology gives the freedom to retail customers.

Centralized Processing Units Derived Economies of Scale

Electronic Straight Through Processing Reduced Transaction Cost

Data Warehousing , CRM Improve cost efficiency, Cross sell

Innovative Technology Application Provide new or superior products

53
The country’s middle class accounts for over 320 million people. In correlation with the
growth of the economy, rising income levels, increased standard of living, and affordability of
banking products are promising factors for continued expansion.

ICICI Bank Product & Customer Segment:

PERSONAL BANKING

Loan Product Deposit Product Investment & Insurance

 Auto Loan  Saving a/c  Mutual Fund

 Loan Against  Current a/c  Bonds
Security  Fixed deposit  Knowledge Centre
 Loan Against  Demat a/c  Insurance
Property
 Safe Deposit  General and Health
 Personal loan
Lockers  Insurance
 Credit card
Equity and Derivatives
 2-wheeler loan
 Mudra Gold Bar
 Commercial
vehicles finance
 Home loans
 Retail business
banking
 Tractor loan
 Working Capital
Finance
 Construction
Equipment Finance
 Health Care
Finance
 Education Loan
 Gold Loan

Cards
Payment Services Access To Bank

 Credit Card  NetSafe  NetBanking

54
  Debit Card  Merchant  OneView
 Prepaid Card  Prepaid Refill  InstaAlert
 Billpay MobileBanking
 Visa Billpay  ATM
--------------------------------  InstaPay  Phone Banking
 DirectPay  Email Statements
Forex Services
 VisaMoney  Branch Network
--------------------------------
Transfer
 Product & Services 
e–Monies
 Trade Services
Electronic Funds
 Forex service Transfer
Branch Locater 
 Online Payment of
RBI Guidelines
Direct Tax

WHOLESALE BANKING

Corporate Small and Medium Financial Institutions and

Enterprises Trusts
 Funded Services  Funded Services
BANKS
 Non Funded  Non Funded Services  Clearing Sub-Membership
 Services  Specialized Services  RTGS – submembership
Value Added  Value added services  Fund Transfer
 Services  Internet Banking  ATM Tie-ups
Internet Banking  Corporate Salary a/c
 Tax Collection
Financial Institutions

Mutual Funds Stock

Brokers Insurance

Companies

Commodities Business

Trusts

NRI SERVICES
Accounts & Deposits Remittances

 Rupee Saving a/c  North America

 Rupee Current a/c  UK

 Rupee Fixed Deposits  Europe
 Foreign Currency Deposits  South East Asia
55
 Accounts for Returning Indians  Middle East
 Africa
 Others
Quick remit
IndiaLink
Cheque LockBox
Telegraphic/ Wire Transfer
Funds Transfer Cheques/DDs/TCs

Investment & Insurances Loans

 Mutual Funds  Home Loans

 Insurance  Loans Against Securities

 Private Banking  Loans Against Deposits
 Portfolio Investment Scheme  Gold Credit Card
Payment Services Access To Bank

 NetSafe  NetBanking

 BillPay  OneView
 InstaPay  InstaAlert
 DirectPay  ATM
 Visa Money  PhoneBanking
 Online Donation  Email Statements
 Branch Network

56
 PRODUCT

ICICI Bank offers wide variety of Deposit Products to suit your requirements. Coupled with
convenience of networked branches/ ATMs and facility of E-channels like Internet and
Mobile Banking, ICICI Bank brings banking at your doorstep. Select any of our deposit
products and provide your details online and our representative will contact you for Account
Opening.

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, without the stress of waiting in queues

SENIOR CITIZEN SERVICES

57
 We understand that as you reach the age to retire, 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. That's why we
have an ideal Banking Service for those who are 60 years and above. The

Senior Citizen Services from ICICI Bank has several advantages that are tailored to bring

more convenience and enjoyment in your life.

YOUNG STARS

It's really important to help children learn the value of finances and money

management at an early age. Banking is a serious business, but we make

banking a pleasure and at the same time children learn how to manage their

personal finances.

FIXED DEPOSITS

Safety, Flexibility, Liquidity and Returns!!!! A combination of unbeatable

features of the Fixed Deposit from ICICI Bank.

RECURRING DEPOSITS

When expenses are high, you may not have adequate funds to make big investments. But
simply going ahead without saving for the future is not an option for you. Through
ICICI Bank Recurring Deposit you can invest small amounts of money every month
that ends up with a large saving on maturity. So you enjoy twin advantages-

affordability and higher earnings

HOME LOAN

The No. 1 Home Loans Provider in the country, ICICI Bank Home Loans offers some
unbeatable benefits to its customers - Doorstep Service, Simplified Documentation and
Guidance throughout the Process. It's really easy!
58
 PERSONAL LOANS

If you're looking for a personal loan that's easy to get, your

search ends here. ICICI Bank Personal Loans are easy to get and absolutely
hassle free. With minimum documentation you can now secure a loan for

an amount up to Rs. 15 lakhs

CAR LOAN

The NO 1 financier for car loans in the country. Network of more than 1500

channel partners in over 780 locations. Tie-ups with all leading automobile

manufacturers to ensure the best deals. Flexible schemes & quick processing.

Hassle-free application process on the click of a mouse.

COMMERCIAL VEHICLE LOANS

Range of services on existing loans & extended products like funding of

new vehicles, refinance on used vehicles, balance transfer on high cost loans,

top up on existing loans, Extend product, working capital loans & other

banking products.

TWO WHEELER LOANS

Avail attractive schemes at competitive interest rates from the No 1 Financier

for Two Wheeler Loans in the country. Finance facility up to 90% of the On
Road Cost of the vehicle, repayable in convenient repayment options and

comfortable tenors from 6 months to 36 months. Ride home on your Dream Two Wheeler

with our hassle free finance.

FARM EQUIPMENT LOANS

Preferred financier for almost all leading tractor manufacturers in the country. Flexible
repayment options in tandem with the farmer's seasonal liquidity. Monthly, Quarterly and 59
 Half-yearly repayment patterns to choose from. Comfortable repayment

tenures from 1 year to 9 year

CREDIT CARDS

ICICI Bank Credit Cards give you the facility of cash, convenience and a
range of benefits, anywhere in the world. These benefits range from life time
free cards, Insurance benefits, global emergency assistance service, discounts,

utility payments, travel discounts and much more.

DEBIT CARDS

The ICICI Bank Debit Card is a revolutionary form of cash that allows
customers to access their bank account around the clock, around the world.
The ICICI Bank Debit Card can be used for shopping at more than 100,000

merchants in India and 13 million merchants worldwide.

TRAVEL CARD

Presenting ICICI Bank Travel Card. The Hassle Free way to Travel the world.

Traveling with US Dollar, Euro, Pound Sterling or Swiss Francs; Looking for

security and convenience; take ICICI Bank Travel Card. Issued in

duplicate. Offers the Pin based security. Has the convenience of usage of Credit or Debit

card. PRE PAID CARDS

ICICI Bank brings to you a complete bouquet of pre-paid cards providing

payment solutions at your fingertips. ICICI Bank pre-paid cards are a safe &
convenient way for associate payments, disbursements, gifting & small ticket

transactions. 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.

Investments
s

At ICICI Bank, we care about all

your needs. Along with Deposit

60
products and Loan offerings, ICICI Bank assists you to manage your finances by providing
various investment options ranging from ICICI Bank Tax Saving Bonds to Equity
Investments through Initial Public Offers and Investment in Pure Gold. ICICI Bank facilitates
following investment products:
 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, 2004
You can invest in above products through any of our branches. For select products ICICI
Bank also provides the ease of investing through electronic channels like ATMs and Internet
(ICICIdirect.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, NSE
GOI Bonds

 8% Savings Bonds (Taxable), 2003 Low risk.

 Reasonable investment tenure.
 Nomination facility available.
 Cannot be traded in secondary market.
 Interest income taxable.

Mutual Funds

Mutual Funds pool money of various investors to purchase a wide variety of securities while
pursuing a specific goal. Selection of Securities for the purpose is done by specialists from the
field. Returns generated are distributed to the Investors. Mutual Fund Companies offer
various schemes. Investors can choose any particular Fund/Scheme or mix of Funds/Schemes
depending upon their perception towards risk. Investment is done on the basis of prevailing
Net Asset Values of various schemes. Mutual Funds Investments are subject to Market Risks.
Types of Funds Sold

61
We will help you determine which types of funds you need to meet your investment goals.
This may include the following types of funds:
 Debt: Liquid schemes, Income schemes, G-sec schemes, Monthly Income Schemes
etc.
 Equity: Diversified Equity Schemes, Sector Schemes, Index Schemes etc.
 Hybrid Funds: Balanced Schemes, Special Schemes - Pension Schemes, Child
education Schemes etc.

At ICICI Bank we will help you identify an appropriate mix of Mutual Fund schemes for your
portfolio using asset allocation strategies. Through ICICI Bank you can invest in various
schemes of multiple mutual funds with decent performance record. You can take the aid of
our various research reports on mutual funds and their schemes before choosing a scheme for
investment. ICICI Bank offers investment in Mutual Funds through Multiple Channels. With
ICICI Bank, you can invest in Mutual Funds through following channels.
 ICICI Bank Branches
 ICICIdirect.com
 Dedicated workforce to serve you
 Before being deputed, our officers complete a comprehensive training
program and, once deputed, they receive thorough instructions in financial
planning skills and techniques. Throughout their careers officers also attend
programs to update their skills.
 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 - MBA, CA, ICWA,
and CFA etc.

IPO:

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

ICICI Bank Pure Gold

Gold has been traditionally the most favored form of investment for Indians. In fact, India,
even today is amongst the highest consumers of Gold in the world. However, the Gold market

62
remains largely unorganized with reliability and convenience remaining the key issues for
gold buyers in the country.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, by taking care of the two key components Reliability and Convenience.
Reliability 24 Carat ICICI Bank Pure Gold is imported from Switzerland. This Gold carries a
99.99% Assay Certification, signifying highest level of purity, as per international standards.
Convenience
ICICI Bank Pure Gold is competitively priced based on daily prices in the international
bullion market. Currently, gold is available in 2.5g, 5g, 8g, 20g and 50g categories.

FOREX Services

ICICI Bank's Foreign Exchange Services will help you organize your foreign exchange in the
most hassle free manner. Whether its Foreign Currency, Travelers Cheques or Travel Card,
ICICI Bank Foreign Exchange Services is a one-stop solution to your foreign exchange
requirement.

63
 S.W.O.T. analysis of ICICI BANK

Introduction to SWOT Analysis.

The overall evaluation of the company’s Strength, Weakness, Opportunities and Threats
is called as SWOT Analysis.
The external environment analysis of any business will give you the opportunities and threats
facing the business. The external environment consists of two parts:

1) Macro Environment: Demographic, Economic, Technology, Political-

legal, Socio-cultural

2) Micro Environment: Customers, Competition, Distributors, Suppliers.

The Internal Environment Analysis will give you the strength and weakness of the business.

STRENGTH WEAKNESSES

 Right strategy for the right  Some gaps in range for certain
products. sectors.
 Superior customer service vs.  Customer service staff need
competitors. training.
 Great Brand Image  Processes and systems, etc

 Products have required  Management cover insufficient.

accreditations.  Sectoral growth is
constrained by low
 High degree of customer
unemployment levels and
64
 satisfaction. competition for staff

 Good place to work

 Lower response time with

efficient and effective service.

 Dedicated workforce aiming at

making a long-term career in
the field.

Opportunities Threats

 Profit margins will be good.  Legislation could impact.

 Could extend to overseas broadly.  Great risk involved

 New specialist applications.  Very high competition prevailing in

 Could seek better customer deals. the industry.

 Fast-track career development  Vulnerable to reactive

opportunities on an industry-wide attack by major competitors

basis.  Lack of infrastructure in rural areas

 An applied research centre to could constrain investment.

create opportunities for developing  High volume/low cost market is
techniques to provide added-value
intensely competitive.
services.

65
 Opportunity Matrix

A Marketing opportunity is an area of interest in which a company can perform profitably.

An opportunity can take many forms. Some of them are:

1) Buying process made easy- Internet shopping

2) Meet the information needs of the customers in a better way.
3) A company can customize the product which was originally offered in standard form.

66
The opportunities that fall under the first quadrant are higher on the side of success
probability and also on the attractiveness, so the company should tap those opportunities as
early as possible.

The opportunities falling under the second quadrant should be

tapped only after the success of the opportunities in the first quadrant. Although the
success probability is on the lower side still the attractiveness is on the higher side.

67
The opportunities in the third quadrant are less important as compared to the opportunities
in the first and second quadrant. Although the attractiveness is on the lower side but the
success probabilities of these opportunities are on the higher side.

The opportunities in the fourth quadrant are negligible as the success probability and
attractiveness both are on the lower side

68
 Threat Matrix.

An Environmental Threat is a challenge posed by an unfavourable trend or development. In

the absence of any defensive marketing action these threats may lead to deterioration in sales
and indirectly in the profits of the company.

The Threats falling under the first quadrant are harmful to the progress of the firm.
Their occurrence probability and also the seriousness is on the higher side. Therefore the
company should take immediate actions against these threats.

The Threats falling under the second quadrant are also very harmful as their seriousness of
these threats is on the higher side, although the probability occurrence is on the lower side.

The Threats coming under the third quadrant are less serious as compared to the threats in the
first and second quadrant. The company should keep a backup plans for these threats as this
can also affect the profitability of the company.

69
The Threats under the fourth quadrant are negligible as the probability occurrence and
seriousness both are on the lower side of the matrix.

70
 STRENGHTS

1) Online Services: ICICI Bank provides online services of all it’s banking facilities. It also
provides D-Mart account facilities on-line, so a person can access his account from
anywhere he is.
[D-Mart is a dematerialized account opened by a salaried person for purchase & sale of
shares of different companies.]

2) Advanced Infrastructure: Branches of ICICI Bank are well equipped with advanced
technology to provide the customers with taster banking services. All the computerized
machines are located in suitable manner & are very useful to the customers & staff of
the bank.

3) Friendly Staff: The staff of ICICI Bank in all branches is very friendly & help
the customers in all cases. They provide faster services along with bonding &
personal relationship with the customers.

4) 12 hrs. Banking services: Compared to other bank ICICI bank provides long hrs. of
services i.e. 8-8 services to the customers. This service is one of it’s kind & is very helpful
for the customers who are in urgent need of money.

5) Other Facilities to the Customers & Employees: ICICI Bank also provides other
facilities like drinking water facilities, proper sitting arrangements to the customers. And
there are also proper Ventilation & sanitary facilities for the employees of the bank.

6) Late night ATM services: ICICI bank provides late night ATM services to the customers.
The ATM centers of ICICI bank works even after 11:00pm. at night in certain branches.

71
 Weakness

1) High Bank Service Charges: ICICI bank charges highly to customers for the services
provided by them when compared to other bank & that is why it is only in the reach of higher
class of society.

2) Less Credit Period: ICICI bank provides credit facilities but only upto limited period.

Even when the credit period is not over it sends reminder letters to the customers which

may annoy them.

72
 OPPORTUNITIES

1) Bank –Insurance services: The bank should also provide insurance services. That
means the bank can have a tie-up with a insurance company. The bank will advertise &
promote the different policies introduced by the insurance company & convince their
customers to buy insurance policies.

2) Increase in percentage of Returns on increase: The bank should provide higher returns
on deposits in comparison of the present situation. This will also upto large extent help the
bank earn profits & popularity.

3) Recruit professionally guided students: Bank & Insurance is a special non-aid course
where the students specialize in the functioning & services of the bank & also are knowledge
about various tax policies. The bank can recruit these students through tie-ups with colleges.
Such students will surely prove as an asset to the bank.

4) Associate with social cause: The bank can also associate itself with social causes like
providing relief aid patients, funding towards natural calamities. But this falls in the 4th
quadrant so the bank should neglect it.

73
 THREATS

1) Competition: ICICI Bank is facing tight competition locally as well as internationally.

Bank like CITI Bank, HSBC, ABM, Standered Chartered, HDFC also provide equivalent
facilities like ICICI do and also ICICI do not have consistency in its international operation.

2) Net Services: ICICI Bank provides all kind of services on-line. There can be easy access
to the e-mail ids of the customers through wrong people. The confidential information of the
customers can be leaked easily through the e-mail ids.

3) Decentralized Management: Each branch manager is given the authority of taking

decisions in their respective branches. The decisions made by different managers are diverse
and any one wrong decision can laid to heavy losses to the bank.

4) No Proper Facilities to Uneducated customers: ICICI Bank provides all services through
electronic computerized machines. This creates problems to the less educated people. But this
threat falls in the 4th quadrant so its negligible. The company can avoid this threat.

74
 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.

This secondary information has been sourced from the internet and from business related

magazines and newspapers.

The second part of the study has been done using an exploratory research process and a
structured questionnaire was developed for this purpose. For the collection of primary data
this was the only method used. The reason I used this method is because a need was felt for
the free influx of information about the products. Also this method allowed the use of skills
gained in class.

Sample Design:

The population considered for the purpose of the survey was people residing in Delhi and the

National Capital Region (NCR).

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, the sampling technique employed

was Convenience Sampling. I administered the questionnaires.

Sample Size:

I have restricted the sample size to 50 respondents. 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.

Customer Satisfaction:

75
Customer satisfaction is equivalent to making sure that product and service performance
meets customer expectations. 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
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. 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. The perception is a consequence of
matching past purchase and consumption experience with the current purchase.

Customer Service and Satisfaction:

When we talk about customer service and/or satisfaction, we talk about creativity. Creativity
allows us to handle or diffuse problems at hand or later on rather in the process of conducting
the everyday business. We talk about how, or what, does the organization have to do to gain
not only the sale but also the loyalty of the customer. 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. Satisfaction, Of course, means that what we
delivered to a customer met the customer’s Approval. We want to know if customers are
delighted and willing to come

Back, and so on. Fleiss 2 and Feldman 3 present examples of that delightfulness in their
writings. Fleiss has written about Ben and Jerry’s ice cream and Feldman has discussed
excellence in a cab ride. As important as delightfulness is, some of us minimize it, or even
totally disregard it. At this point, we fail. Some of the issues that will guarantee failure in
sales, satisfaction, and loyalty are:

 Employees must adhere to a rigid chain of command

 Employees are closely supervised

 Conflict—in whatever form—is not allowed

76
  Rewards are based on carrot-and-stick principles

 Wrong objectives are measure.

We must understand customer expectation levels concerning quality. We must also

understand the strategy for customer service quality, and next we must understand the

measurement and feedback cycles of Customer satisfaction.

The customer is the person or unit receiving the output of a process on the system. In fact, it is
worth emphasizing that a customer can be the immediate, intermediate, or ultimate customer.
Also, a customer may be a person or persons, or a process or processes. Customer
satisfaction, however, is when the customer is satisfied with a product/service that meets the
customer’s needs, wants, and expectations.

There are at least three levels of customer expectations about quality:

Level 1. Expectations are very simple and take the form of assumptions, must have, or take it

for granted. For example, I expect the airline to be able to take off, fly to my destination, and

land safely. 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.

Level 2. Expectations are a step higher than that of level 1 and they require some form of
satisfaction through meeting the requirements and/or specifications. For example, I expect to
be treated courteously by all airline personnel. I went to the hospital expecting to have my
hernia repaired, to be in some pain after it was done, to be out on the same day, and to receive
a correct bill. And I went to the bank expecting the bank teller to be friendly, informative, and
helpful with my transactions.

Level 3. Expectations are much higher than for levels 1 and 2. Level 3 requires some kind of
delightfulness or a service that is so good that it attracts me to it. For example, an airline gives
passengers traveling coach class the same superior food service that other airlines provide
only for first-class passengers. In fact, I once took a flight where the flight attendants actually
baked

77
cookies for us right there on the plane. When I went to the hospital, I expected staff to treat
me with respect and they carefully explained things to me. But I was surprised when they
called me at home the next day to find out how I was doing. And at my house closing, the
bank officer, representing the bank holding my mortgage, not only treated me with respect
and answered all my questions about my new mortgage, but just before we shook hands to
close the deal, he gave me a housewarming gift.

Customer satisfaction surveys help to:

 Improve customer, client, or employee loyalty.

 React quickly to changes in the market.

 Identify and capitalize on opportunities.

 Beat the competition.

 Retain or gain market share.

 Increase revenue.

 Reduce costs.

78
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, through competition, to achieve higher operating

standards;

 Promote a fair and cordial relationship between you and your bank;

 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, English or the appropriate local language.

 Ensuring that our advertising and promotional literature is clear and not misleading

 Ensuring that you are given clear information about our products and services, the terms

and conditions and the interest rates/service charges, which apply to them.

 Giving you information on what are the benefits to you, how you can avail of the

benefits, what are their financial implications and whom you can contact for addressing

you queries .

Page | 79
 To Help You Use Your Account Or Service By:

 Providing you regular appropriate updates.

 Keeping you informed about changes in the interest rates, charges or terms and

conditions.

Information

You can get information on interest rates, common fees and charges through any one of the

following:

 Looking at the notices in our branches ;

 Phoning our branches or help-lines;

 Looking on our website;

 Asking our designated staff/help desk ;or

 Referring to the service guide/Tariff Schedule.

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;

Page | 80
 give you information on any type of products and services which we offer and that may

suit your needs;

tell you if we offer products and services in more than one way [for example, through

ATMs, on the Internet, over the phone, in branches and so on] and tell you how to find

out more about them;

tell you what information we need from you to prove your identity and address, for us to

comply with legal, regulatory and internal policy requirements.

Advertising, Marketing and Sales

 We will make sure that all advertising and promotional material is clear, and not

misleading.

 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, 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.

 If we avail of the services of third parties for providing support services, 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.

 We may, from time to time, communicate to you various features of our products availed
by you. Information about our other products or promotional offers in respect of our
products/services, 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.

Page | 81
 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 other matters
requires them to identify themselves when they approach you for selling our products
personally or through phone.

 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.

Privacy and Confidentiality

We will treat all your personal information as private and confidential [even when you

are no longer a customer], and shall be guided by the following principles and policies.

Page | 82
 Data Analysis

1. WHICH OF THE FOLLOWING ATTR IBUTES COMPELLED YOU To MOST

OPEN SAVING ACCOUNT IN ANY BANK?

Page | 83
 People Like To Open an A/c

10% ATM

21% 37% CHEQUE BOOK

Internet Banking
15% working Hour
17% Value added Services

2:-Which TYPE OF SERVICE PREFERS THE MOST by you?

Page | 84
 services prefer most by customer

ATM
5% 10%
15% Net Banking
50% Core Banking
20% Mobile Banking
Retail Banking

3:-Which of following banks do you have account?

Page | 85
 Customer Having Bank A/C
25

20
20

15 Customer Having Bank

A/C
11
10
8

6 5
5

0
SBI ICICI Axis Hdfc Others

4:-WHAT TYPE OF ACCOUNT DO YOU HAVE IN BANK?

Customer Having A/C

60

50
50
40 43
Customer Having A/C
30

20

10
12
10
0
Saving Current Fixed Deposit Others

5:-How many services offered by your banks have been Used By you?

Page | 86
Customer Using Services Offered by Their Bank
50

45 47
40

35
Customer Using Services
30
Offered by Their Bank
25
27
20 22
19
15

10

5
0
Demat A/C Matual Fund E- tasaction LI & GI

6:-How would you know about these services?

Awareness

Others; 14%
Adtiesment; 36%
Selling agent; 21%

Friends & Relative; 29%

Page | 87
7:-What the people think about the Banks?

People Think About Bank

Security Saving
Imposition of a burden of expenses Others

7% 11%

49%

33%

8:-What a respondent see in purchase of new plan from Banks?

Page | 88
 Peope See In Perchasing New Plan

Advertisement being released by the company; 18%

Standing and goodwill of the company ; 41%

Services being given by the company; 28%

Product range of the company; 13%

9:-Is ICICI Bank Provide better facilities than SBI & HDFC Bank?

Services
Yes No Can`t Say

17%
38%

45%

10:-Do you know what type of value added services provide by ICICI BANKS?

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 Awareness About Value Add Services
60
50
50
40 Awareness About Value
30
31 31
20 Add Services

10 16 11

11:-How would you rate product offered ICICI Bank than other?

Very Good Good Moderate Less Poor

Rating 5 4 3 2 1

Product Range
Very Good Good Moderate Less Poor

8%
13% 34%

17%

28%

Page | 90
12:-How would you rate product service / product vs. cost by ICICI Bank?

Cost
Very High High Moderate Less

11% 14%

30%
45%

13:-How would you divide 100 points on the basis of service provide by ICICI Bank?

Services Provided by Bank

Less formality Flexibility
Less documentation others

8%
28%
21%

43%

Page | 91
14:-How would you rate services offered by ICICI Bank?

Satisfaction

Extremely Dissatisfaction; 8% Extremely Satisfaction; 12%

Dissatisfaction; 26%

Satisfaction; 34%

Moderate; 20%

COMPARISON OF ICICI WITH SBI

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ICICI bank is the largest private sector bank in India and the second largest commercial bank in
India. It has branches all over India and even in smaller towns in South India after the takeover
of Bank of Madurai. The bank also has foreign subsidiaries like ICICI bank, Canada in Canada,
Britain and Russia ,representative offices in USA, China, UAE, Bangladesh, South Africa and
branches in Bahrain, Singapore .

 It offers a platform for online share trading through ICICI Direct and insurance services -

ICICI Prudential. NRI services include money transfer through Money2India, which offer

better foreign exchange rates for lower amounts compared to other services.

 Like most private sector banks, all ICICI bank branches in India are networked. You can

access your account from any ICICI bank branch in India. Anyone can also deposit

cash/local cheque in your account at any branch of ICICI bank.

 Also they have very convenient bank timings and are open for 12 hours from 8.00 a.m to
8 p.m from Monday to Saturday. When you deposit a cheque at their branch, they will
readily give you a stamped acknowledgement for deposit. You can only deposit cash in
your own account at the ATM, for depositing cash into a third party account, you have to
visit the branch. You have to select the deposit cash option, you will get an envelope for
depositing cash, which you can then fill in the details and deposit it back. At locations
where ICICI bank does not have a branch, the queue at the ATMs is very long. Just after
office hours , between 6 pm - 7.30 pm, customers sometimes have to wait for 15-20
minutes on some days, to access the ATM.

 Since ICICI bank was established after 1991 it offers online banking where you can

check the balance in your account any time. The interface for savings accounts is much

better and user friendly compared to that for their roaming current account

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 However, unlike other banks like HDFC bank, their online bank statement does not
indicate the branch at which the amount is deposited. The information is available in the
email statement sent to you the next day. You have to contact phone banking, enter CRN
and TPIN, during working hours to get this information. Very often, the system is slow,
so you have to hold on for 10 minutes.

 For savings account, up to 3 cash deposits per quarter (3 months) at the non base branch
can be made at no cost. For additional cash deposits, the bank charges the recipient Rs
100 (+ service tax) per deposit, irrespective of the amount deposited. When the bank
implemented this change, the ICICI bank customers were not informed about the revision
in the charges. For outstation cheques, ICICI bank charges a minimum of Rs 30 (+
service tax) for savings accounts . This is very inconvenient for account holders in small
towns, who receive the dividend warrant payable in major cities only. These warrants can
be for small amounts like Rs 20. For salary accounts, the minimum AQB required is zero
and you retain the account even after you leave the job. If your AQB is more than Rs
100000, you get a free at par chequebook. For an AQB of more than Rs 500000 (fixed
deposit + savings account balance), you are eligible for private banking services. For non
maintenance of average quarterly balance, not only do they deduct Rs 750 from your
balance, they also deduct an additional service tax.

 Many of the ICICI bank customers are salary account holders, who are forced by their
employers to open an account with ICICI bank to receive their salary. The account is
opened at a branch which is convenient for the employer, but extremely inconvenient for
the employee. If want any clarification or information, their customer support (through
phone banking or email) will instruct you visit the nearest branch - where the concerned
person may or may not be available. For savings account customers if you send an email
asking for clarifications, it is usually answered after a week.

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 They have discontinued the auto sweep-in facility (earlier called Quantum Optima),
where the amount in savings accounts was automatically converted into a fixed deposit, if
it exceeded Rs 15000. With the decline in interest rates for loans, providing this facility is
no longer profitable for the bank. You now have to give an application at the branch if
you wish to continue with this facility now. The form for making the application was sent
along with the monthly bank statement. You can alternately open a recurring deposit,
where a fixed amount is added to your fixed deposit every month.

 Making a new Fixed Deposit with ICICI bank for current accounts is extremely time
consuming, especially when compared to HDFC bank. They will insist that you withdraw
cash from your account for making the FD. Since withdrawals of amounts more than Rs
25000 are subject to cash withdrawal tax, for larger amounts , you will have to split the
fixed deposit and visit the branch on 2 different days. ICICI bank is probably the only
bank in India where they will not accept a ICICI bank cheque for making a fixed deposit.
We had given a cheque with the fixed deposit form , but the bank officer insisted that we
pay cash. She said she would fill the form for us, but she did not select the options which
were initially indicated, causing further problems for us.

 (SBI) is the largest public sector bank in India

SBI has branches and ATMs all over India, details of which are available at their
website. State Bank of Hyderabad, State Bank of Patiala, State Bank of Saurashtra, State
Bank of Bikaner and Jaipur ,State Bank of Indore, State Bank of Mysore and State Bank
of Travancore are the seven subsidary banks of SBI. As of March 2006, SBI holding in
these banks varies from 74% to 100% , but is likely to decrease in future. SBI has one of
the largest network of ATMs in the Asia Pacific region. Many branches of State Bank of
India are computerized. In places where the Reserve Bank of India, (RBI) the central
bank of India does have an office, SBI carries out many of its functions. SBI timings vary

Page | 95
 according to location, for example the Powai, Mumbai branch of State Bank of India is

open between 10.15 am to 2pm (Monday-Friday

 You can open a public provident fund (PPF) account at any State Bank of India branch.
PPF accounts are one of the few savings instruments which offer a high tax free interest
rate of 8% per year. All deposits made on or before 5th of a month earn interest for the
entire month. If you deposit a cheque in your PPF account on the 5th of the month, you
will get interest for the month, though your account may be debited at a later date. The
interest is credited to the account at the end of the accounting year in India.

 If you know an agent who is registered with that particular branch of State Bank , he will
pay you back, a part of the commission he receives from the bank. So you can get back
0.5% - 0.6% of the amount deposited immediately by cash. Usually larger the amount,
the higher the commission paid back by the agent (it is negotiable) . The pay-in slip for
PPF has 3 sections - depositors copy, agents copy and bank copy. The agents copy has to
be given to the agent and he will give part of the commission. Earlier financial services
firm like Blue-chip in Mumbai, would also give a commission of 0.25% , but they have
stopped in the last 2 years.

 The minimum amount that can be invested in one year is Rs 500 and maximum amount is
Rs 70000. This investment has a lock in period of 15 years. No withdrawals are allow till
6 years after account opening and one withdrawal is allowed per year there after. It offers
rebate under section 80C and the interest is tax free under section 10C.

 For cash withdrawals, you can either use a withdrawal slip or cheque. If an account is
inactive for a long time, State Bank of India does not charge any fee for reactivation.
However, they have a verification process, which may take a long time. Payment of
income tax, advance tax, sales tax can be done at SBI branches. Foreign currency

Page | 96
 drafts can also be obtained at the branches. Since SBI offers a variety of banking

services, their branches are usually very crowded.

 State Bank of India has increase home loan interest rates by 25-75 basis points. Also no

fixed rate loans will be available for periods more than 10 years. These changes have

come into effect from March 1, 2006.

 SBI Railway Visa Card allows booking of railway tickets online at the Indian Railways
website at zero transaction charges. Users of this credit card can get back up to 10% of
ticket fare as railway points. These points can be redeemed later, like frequent flyer miles
offered by airlines. 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. The information is recorded and processed in the central server. As of March
2006, it is implemented in 10 branches of SBI in Mumbai. When SBI employees go on
strike, the Reserve Bank of India takes over all clearing operations. However, banking
operations are affected since SBI has nearly 30% of the total customers of banks in India.
Cheques/DD drawn on SBI was not cleared due to the strike. All government taxes like
income tax, sales tax, service tax can be paid at any branch of SBI.

 State Bank of India has 52 foreign offices in 34 countries including Australia, UK, USA,

Canada, Bahrain, Nigeria, Bangladesh, Nepal, and Bhutan Sri Lanka. These are useful for

foreign trade transactions like opening of Letter of Credit

Page | 97
 COMPETITIVE SWOT ANALYSIS WITH ICICI BANK

STRENGTHS WEAKNESSES
O

P S – O Strategies W – O Strategies
P
O Strength: Large Capital base. Weakness: Workforce
R
T Opportunity: Market Expansion. Responsiveness.
U
N Opportunity: Outsourcing of Non –
I Strategy: Deep Penetration into Core Business.
T
I Rural Market. Strategy: Outsource Customer
E Care & other E-Helps.
S
T S – T Strategies W – T Strategies

H Strength: Low operating costs Weakness: Not Equal to

R International Standards.
E
A Threat: Increased Competition Threat: Entry of many Foreign
T from others Pvt. Banks. Banks.
S Strategy: Steps to Ensure

Loyalty by old Strategy: Consider additional

Customers. benefits

Page | 98
FINDINGS, SUGGESTIONS &

CONCLUSION Findings:

1. It was found from the study that bank believes in quality service rather than quantity of
service.
2. The officials employed are very much enthusiastic about their job.
3. The officials try to make best relation with the customers.
4. There is separate counter for NRI services.
5. The limit of cash vault is Rs. 10, 00,000 for a day.
6. The registers and files are maintained on a daily basis.
7. The registers are maintained in a well organized manner.
8. The marketing strategy of the bank is very attractive.
9. The bank always tries to attract customers with innovative offers.
10. The bank is very keen to implement 5's plan in all its branch.
11. ICICI and SBI credit deposit ratio is on the side though ICICI banks show a little decreasing
trend to the exten of 2.24 % Over mar2007 _ mar 2008.
12. Both the bank investment deposit ratio is on the declining trend
13. Both the banks has shown better utilization of cash portfolio
14. ICICI bank Interest expences to interest earned remains the same Over 2 Years whereas
SBI shows reduction.
15. Other Income ratio remains fluctuation in both the banks.

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 16. Operating expences to total income shows a decresing trend in ICICI bank whereas it was
on the rising side in SBI.
17. Interest income to total funds shows rising mode in ICICI whereas In SBI more or less it
remains at the level; 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.
18. The ratio of Non Interest income remains the same for ICICI for The past 2 Years whereas
in SBI at shows a decline.
19. The stock witness some selling pressure in the coming days in ICICI Bank .
20. The continuation pattern negates immediate bearish momentum on the stock and it's
advisable to buy at declines. Short term investor can initiate a buy above 500 with a target of 560
570.

Page | 100
 SUGGESTIONS

A. Best play in a buoyant environment Favorable macro, buoyant Market related revenues
and a benign environment for asset quality.
1· ICICI as a player focused on maintaining and /or improving Market share in key
business segments, particularly retail lending- Will, in our view, benefit immensely form a
positive operating Environment.
2. 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. 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.
Expectations is on the procyclical benefit ,To continue and hence profitability of legacy lending
to be sustained At levels seen earlier.

3. Market related revenues is believed to contribute 14% - 15% to ICICIB's operating revenues
and have boosted its preprovision RoAA. Buoyant environment to sustain the contribution from
market -related revenues is expected and hence the operating profitability.
4. Pricing power in consumer financing segment profitability Against potential shocks.
5. ICICIB enjoys a dominant market position across customer Categories in retail lending.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, Negotiating higher
subvention form manufacturers of cutting Distribution costs.

Page | 101
6. 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.
7. ICICB has an adverse mismatch profile between assets and Liabilities. High volatility in
interest rates could adversely effect Profitability in the short term; however, as the back book
gets Reprised at new lending rates upon maturity, the bank's NIM will Likely show
improvement. This phenomenon to play out through FY1002E and FY2009E is expected.
8. In line with consensus, but we recommend buy ICICIB for growth Reasons and not for the
relative valuation appeal. It is not so much about ICICIB versus HSFC or HDFCB, but about
Their respective operating metrics and growth conditions. Market Has rewarded both strategies:
ICICIB's broad-based strategy allows capturing value across the Value chain in a customer
segment; and ICICIB, like other large players in the private sector, 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.

B. Increasing contribution from strategic investments Yet another driver

1. The value accruing from subsidiaries to be 17% of ICICIB's Current marke capitization. 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.
2. 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. The life insurance
business is Believed in creating wealth for its shareholders through market Share gains,
increasing penetration of life insurance and improving operating efficiency.
3.S The asset management and venture capital fund of ICICB makes A negligible contribution
currently; however, these businesses is Believed to hold significant upside potential as they
achieve scale Economies.

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 Conclusion

Thus, ICICI has been able to use technology to provide value-added service to its customers
during the last few years. For ICICI, technology is an integral part of their business. However,
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, 2000 –01). E-banking
has become a necessary survival weapon and is fundamentally changing the banking industry
worldwide. To day, the click of the mouse offers customers banking services at a much lower
cost and also empowers them with unprecedented freedom in choosing vendors for their
financial service needs. No country today has a choice- whether to implement E-banking or not
given the global and competitive nature of the economy. ICICI have toupgrade and constantly
think of new innovative customized packages and services to remain competitive. The invasion
of banking by technology has created an information age and commoditization of banking
services. 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. 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, the international scope of E-banking provides new growth perspectives and Internet
business is a catalyst for new technologies and new business processes.

Page | 103
Bibliography
www.rbi.org.in
www.moneycontrol.com
www.nseindia.com
www.icicibank.com
www.google.com
Economic times
Business world

Page | 104
 Confidential Questionnaire

Dear SIR/MADAM, I am conducting survey on ICICI. I shall be very thankful to give

your few minutes to me for answering my few questions below.

Name: _____________________________________
Add: ________________________________________
Contact no: ____________________________________
Gender Male Female
E-mail Id : _______________________________________________________ Age
Group: 18—25 25—35 35— 45 45—55
55+

Occupation:
Journalist
Student
Professional
Retired Person
Technical expert
Other, please specify:

Income: ≤ 1 laces 1—3 laces 3—5 laces 5—7 laces 7—10 laces
+10 laces

1:-WHICH OF THE FOLLOWING ATTRIBUTES COMPELLED YOU MOST TO

OPEN BANK?

(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?

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(a) ATM SERVICE
(b) INTERNET BANKING
(c) MOBILE BANKING
(d) CORE BANKING
(e) Retail Banking

3:-Which of following banks do you have account?

(a) ICICI Bank

(b) SBI Bank

(c) HDFC BANK

(D) Axis Bank

(e) Other Pls specify __________________

4:-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

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(c) e-Instructions

(d) LI&GI

(e) Digitally Signed Statement

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

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(b) No

(c)Can`t Say

10:-Do you know what type of value added services provide by ICICI BANKS?
(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. cost by ICICI Bank?

Low 1- 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

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15:-Would you like any recommendation to ICICI Bank?

Page | 109