“a COMPERATIVE STUDY

OF
customer services ”
(in a special reference to icici & hdfc bank
in ncr region)

GUIDANCE BY SUBMITTED BY

Dr. SHARAT SHARMA KAMAL KUMAR

(MBA Faculty) Reg No: 35084048

Semester: IV

1
 Acknowledgement

To acknowledge all the persons who had helped for the fulfillment of the project is not possible

for any researcher but in spite of all that it becomes the foremost responsibility of the researcher

and also the part of research ethics to acknowledge those who had played a great role for the

completion of the project.

The text contain in this report is the manifestation of learning Process that began for me over 1

month ago. during the intervening period I have come across some wonderful people in the

form of Relatives ,friends or acquaintances from I have learnt immensely .While it is not

possible to name them individually I would like to express a deep sense of gratitude towards

them.

I would like to thank my colleagues who have supported me through thick and thin during the

last few months.

No amount of thank can ever repay the great debt that I owe My Faculty guide Mr. SHARAT

SHARMA who has provided me constant inspiration over the past one year. In fact, this report

would not have been possible but for the direct and indirect Support inspiration and guidance

from SHARAT SHARMA who has been a constant me not or in my efforts over the few months.

Rest all those people who helped me are not only matter of acknowledgment but also authorized

for sharing my success.

2
 EXECUTIVE SUMMARY

The banking system in India is significantly different from that of other Asian nations because of
the country’s unique geographic, social, and economic characteristics. India has a large
population and land size, a diverse culture, and extreme disparities in income, which are marked
among its regions.

There are high levels of illiteracy among a large percentage of its population but, at the same
time, the country has a large reservoir of managerial and technologically advanced talents. In
1955, Industrial Credit and Investment Corporation of India (ICICI) was set up in the private
sector with foreign equity participation. Between about 30 and 35 percent of the population
resides in metro and urban cities and the rest is spread in several semi-urban and rural centers.

The country’s economic policy framework combines socialistic and capitalistic features with a
heavy bias towards public sector investment.

India has followed the path of growth-led exports rather than the “exported growth” of other
Asian economies, with emphasis on self-reliance through import substitution.

These features are reflected in the structure, size, and diversity of the country’s banking and
financial sector.

The banking system has had to serve the goals of economic policies enunciated in successive
five year development plans, particularly concerning equitable income distribution, balanced
regional economic growth, and the reduction and elimination of private sector monopolies in
trade and industry.

In order for the banking industry to serve as an instrument of state policy, it was subjected to
various nationalization schemes in different phases (1955, 1969, and 1980).

As a result, banking remained internationally isolated (few Indian banks had presence abroad in
international financial centers) because of preoccupations with domestic priorities, especially
massive branch expansion and attracting more people to the system. Moreover, the sector has
been assigned the role of providing support to other economic sectors such as agriculture, small-
scale industries, exports, and banking activities in the developed commercial centers (i.e., metro,
urban, and a limited number of semi-urban centers).

3
 STUDENT DECLARATION

I am KAMAL KUMAR student of MBA 4th sem here by declared that the
research report entitled is completed and submitted under the guidance of Dr.
SHARAT SHARMA (faculty guide of MBA, SRM-IST) is my original work. The
imperial finding in “A COMPERATIVE STUDY OF customer services ” (in a special
reference to ICICI & HDFC Bank in NCR region) this report is based on the data
collected by me & the data provided by my project guide. Whatever information
furnished in this project report is true to the best of my knowledge.

DATE: KAMAL KUMAR

PLACE: MBA 4th SEMESTER

ENROLLMENT NO. -35084048

4
 “a COMPERATIVE STUDY
OF
customer services ”
(in a special reference to icici & hdfc bank
in ncr region)

GUIDANCE BY SUBMITTED BY

Dr. SHARAT SHARMA KAMAL KUMAR

(MBA Faculty) Reg No: 35084048

Semester: IV

5
CONTENTS

Sr. No. page no.

1. A brief introduction to the area under study

 Introduction of topic 9

 History of bank in India 10-11

 Product portfolio 12

2. Company Profile 114-15

 Vision of company 16

 Brief of ICICI Bank 17-18

 Promotion 19-20

 Future prospects of ICICI and HDFC bank 21

 Services of the ICICI bank 23-31

3. Objective of the study 33

4. Research Methodology 35

 Research design 36-38

 Data collection 39-41

 Data analysis 42-54

6
 CONTENTS

Sr. No. page no.

5. Conclusions 56

6. Recommendations 58

7. Questionnaire 60-62

8. Bibliography 64

7
INTRODUCTION OF TOPIC

(INTRODUCTION OF TOPIC)

8
The topic of “a COMPERATIVE STUDY OF CUSTOMER SERVICES”( In a special
reference to ICICI & HDFC Bank in NCR Region): Banking is the backbone of a modern
economy. Health of banking industry is one of the most important pre-conditions for sustained
economic progress of any country. The world of banking has assumed a new dimension at the
dawn of the 21st century with the advent of tech banking, thereby lending the industry a stamp of
universality. In general, banking may be classified as retail and corporate banking. Retail
banking, which is designed to meet the requirements of individual customers and encourage their
savings, includes payment of utility bills, consumer loans, credit cards, checking account
balances, ATMs, transferring funds between accounts and the like. Corporate banking, on the
other hand, caters to the needs of corporate customers like bills discounting, opening letters of
credit and managing cash.

The Indian banking scene has changed drastically with the private sector making inroads

in an area hitherto dominated by large public sector banks. Growing disinvestment is likely to

impact the banking industry as well. There is every possibility of privatization of public sector

banks, leading to greater operational autonomy.

The development of the Indian banking sector has been accompanied by the introduction of new

norms such as Income Recognition and Capital Adequacy, by the government. The latter implies

that banks can lend on the basis of their respective capital base. These norms have caused banks

to construct equity on their own, before going in for debt.

HISTORY OF BANK IN INDIA

9
Banking is the backbone of a modern economy. Health of banking industry is one of the most

important pre-conditions for sustained economic progress of any country. The world of banking

has assumed a new dimension at the dawn of the 21 st century with the advent of tech banking,

thereby lending the industry a stamp of universality. In general, banking may be classified as

retail and corporate banking. Retail banking, which is designed to meet the requirements of

individual customers and encourage their savings, includes payment of utility bills, consumer

loans, credit cards, checking account balances, ATMs, transferring funds between accounts and

the like. Corporate banking, on the other hand, caters to the needs of corporate customers like

bills discounting, opening letters of credit and managing cash.

The Indian banking scene has changed drastically with the private sector making inroads in an

area hitherto dominated by large public sector banks. Growing disinvestment is likely to impact

the banking industry as well. There is every possibility of privatization of public sector banks,

leading to greater operational autonomy.

The development of the Indian banking sector has been accompanied by the introduction of new

norms such as Income Recognition and Capital Adequacy, by the government. The latter implies

that banks can lend on the basis of their respective capital base. These norms have caused banks

to construct equity on their own, before going in for debt.

Disintermediation is a real threat for banks. Of late, banks are adopting the EVA (Economic

Value Added) concept wherein revenues are viewed in the context of the risk associated with

them.

10
The New World order has ensured "Survival of the Fittest". New services are the order of the

day, in order to stay ahead in the rat race. Banks are now foraying into net banking, securities,

consumer finance, housing finance, treasury market, merchant banking and insurance.

PRODUCT PORTFOLIO

CORPORATE BANKING RETAIL BANKING

11
Corporate Solutions Home Loans

Government Solutions Car & Two Wheeler Loans

Capital Market Services Consumer/Personal Loans

Agriculture Finance Saving & Term Deposit

Structured Finance Salary Account

Project Finance Roaming Current Accounts

Infrastructure Finance Investment Products

Term Loans Private Banking, ATMs

Working Capital Finance NRI Services

Cash Management Services Demat Services

Trade Finance Services Credit & Debit Cards

International Banking Smart Cards

Treasury Services Bill Payment Services

Corporate Internet Banking E-Cheques

12
COMPANY PROFILE

COMPANY PROFILE

13
ICICI Bank is India's second-largest bank with total assets of about Rs. 1 trillion and a network

of about 540 branches and offices and over 1,000 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-Banking , venture capital, asset management and information technology.

ICICI Bank's equity shares are listed in India on stock exchanges at Chennai, Muzaffarnagar,

Kolkata and Vadodara, the Stock Exchange, Mumbai 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 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 services

group offering a wide variety of products and services, both directly and through a number of

subsidiaries and affiliates like ICICI Bank. In 1999, ICICI become the first Indian company and

the first bank or financial institution from non-Japan Asia to be listed on the NYSE.

14
After consideration of various corporate structuring alternatives in the context of the emerging

competitive scenario in the Indian banking industry, and the move towards universal banking,

the managements of ICICI and ICICI Bank formed the view that the merger of ICICI with ICICI

Bank would be the optimal strategic alternative for both entities, and would create the optimal

legal structure for the ICICI group's universal banking strategy. The merger would enhance value

for ICICI shareholders through the merged entity's access to low-cost deposits, greater

opportunities for earning fee-based income and the ability to participate in the payments system

and provide transaction-banking services. The merger would enhance value for ICICI Bank

shareholders through a large capital base and scale of operations, seamless access to ICICI's

strong corporate relationships built up over five decades, entry into new business segments,

higher market share in various business segments, particularly fee-based services, and access to

the vast talent pool of ICICI and its subsidiaries. In October 2001, the Boards of Directors of

ICICI and ICICI Bank approved the merger of ICICI and two of its wholly owned retail finances

subsidiaries, ICICI Personal Financial Services Limited and ICICI Capital Services Limited,

with ICICI Bank. The merger was approved by shareholders of ICICI and ICICI Bank in January

2002, by the High Court of Gujarat at 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.

VISION OF THE COMPANY

15
Vision of the ICICI BANK is given below:

 To increase the No. of customers with the help of services.

 To maintain the level of sales of the banking product & services.
 Always focus on banking products and financial services to corporate and
retail customers through a variety of delivery channels.
 Improve level of the saving and investment.

BRIEF OF ICICI BANK

16
ICICI Bank is India's second-largest bank with total assets of about Rs. 1 trillion and a network

of about 540 branches and offices and over 1,000 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-Banking , venture capital, asset management and information technology.

ICICI Bank's equity shares are listed in India on stock exchanges at Chennai, Muzaffarnagar,

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

17
PROMOTION

What's on offer

18
Hello ICICI and HDFC brings you a host of services at your fingertips 365 days a year. A user

friendly automated service menu offers you convenient access to your account coupled with

security as, all your transactions are protected by a TPIN - The Personal password to your

account. But if you do need any assistance our officers will be glad to help you.

Whats more... this facility comes to you totally free of charge! Some of the services offered are

listed below:

Savings account:

o Balance Enquiry Statement of account

o Cheque status enquiry Stop Payment

o Cheque book request

o Dial-a- draft/payorder

o ATM lost card reporting

o Request for a new ATM PIN

Fixed Deposits:

o Opening a Fixed Deposit

o Checking Fixed Deposit details

o Request for TDS statement

19
 Credit Cards:

o Balance and account related inquiries Statement of account

o Dial a draft/payorder

o Lost/Replacement card

o ATM pin re-issue

o Payment instructions (maybe through a letter to the Call Centre)

Others:

o Standing Instructions

o Complaints and suggestions

Inquire about any ICICI retail product

FUTURE PROSPECTS OF ICICI AND IDBI BANK

20
Future expectation, we soon plan to introduce:

 payment services to certain standard utilities

 Demat-related information

 own accounts funds transfer

 ICICI will also use WAP technology for undertaking on-line transactions

If you have an HDFC Phone Banking Relationship Number (under which your accounts are

linked to the HDFC Centre for HDFC Phone Banking), the same accounts will be linked for

Mobile Commerce. If you do not have an IDBI Phone Banking Relationship Number, you

can specify the account number(s) and your HDFC Credit Card Number to be linked for

SMS.

ICICI BANK NAMES CONSULTANT FOR GOVT BUSINESS

21
ICICI Bank has appointed international consultancy major monitor group to help

the bank in identification of business prospects in the government sector which has

recently been identifies as a focus area.

Monitor will help ICICI get business from the government sector,

particularly the infrastructure sector mandates. The bank did not consider

government business a focus area till sometime back. Now, Monitor Group will

study investment prospect of tourism in Rajasthan, opportunities for the

government of Andhra Pradesh and investment prospects for the bank through the

government in cities such as Pune and Kolkata.

“We are trying to find out how ICICI Bank can be a partner to the

government in development plans and projects. The bank has initiated fresh focus

towards the government which is a major source of business and we would like to

increase relationship with government agencies,” ICICI officials said.Monitor

Group will find out ways and means for ICICI Bank through which the latter “Can

solve government fund flow problems and how ICICI Bank can play a role in the

projects,” bank officials said.

This is a test study and if there is a positive response from the government

then more such specific developmental studies will be taken up by the bank as

partners to development. Economics times.

ACCOUNTS IN ICICI BANK

22
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.

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

                                                

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

23
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.

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.

DOCUMENTATION

24
Applicants must satisfy the following documentation requirements:

 Identity proof

 Proof of communication address

 Self cheque (if the applicant is not visiting the branch for account opening)

IdentityProof Proof of communication address

(Any one of the following) (Any one of the following)

Original letter of introduction from Introduction by an existing and

existing bank along with KYC chceque satisfactory customer as address proof.

of the same Bank.

Driving License – Book type or Latest Electricity Bill .

laminated & embossed.

Voter Identity Card with KYC checque for Certificate from the postal office
operating accounts.

confirming address of applicant.

Employee Identity Card Original Letter from Employer certifying the

residential address of applicant. Signature of the
employee has to be attested on the letter.

PAN Card Telephone bills from any telephone service

providers and mobile service providers (KYC
cheque mandatory for mobile service providers)

Defence Dependent's card Consumer gas connection card/book/Pipe Gas

25
 bill (same as electricity bill)

Ex-Service Man Card Certificate from the ward/equivalent rank

officer, maintaining election roll, certifying
address of the applicant

Bar Council/Indian Medical Association Registered and valid Lease/ Leave agreement
Card/Senior Citizen Card with copies of utility bills

PIO Booklet for returning NRIs Post Office Savings Pass Book with KYC
cheque

MAPIN card Statement of account or Pass Book of a

scheduled commercial bank with entries of at
least last 3 months along with KYC checque.

  Premium Receipt from any Banking company

  Certificate by Village Extension Officer

(VEO)/Village Head or equal rank officers

Savings Bank Account: 3.50%

INTEREST RATES FOR SENIOR CITIZENS:

1. Eligibility Criteria

A person who has completed the age of 60 years may be treated as a senior citizen for getting the

benefit under the special deposit scheme for senior citizens.

2. Verification of Age:

26
Opening of New Account

At the time of opening of a new deposit account of a senior citizen, the branch should satisfy

about the age through verification of any of the following documents:-

Secondary School Leaving Certificate indicating date of Birth

LIC Policy

Voters Identity Card

Pension Payment Order

Birth Certificate issued by the competent authority

Passport

PANCard

Interest Rates for Senior Citizens :

 Features

 The ICICI Bank Ncash debit card is a debit-cum-ATM card providing you with the

convenience of acceptance at merchant establishments and cash withdrawals at

ATMs.Click here for details

 Free Access to any Bank's ATM – The next time you want to withdraw cash from your

ICICI Bank account, just walk into any bank's ATM and use your ICICI Bank ATM-

cum-Debit card for as many as 9 free transactions (including cash withdrawal and

balance enquiry) in a quarter. This offer is available to customers who maintain more

than Rs.25,000 in a given quarter in their domestic Savings Account with ICICI Bank.

The above benefit can be availed in the next quarter.

27
  Anywhere Banking - This facility entitles the account holder to withdraw or deposit cash

upto a limit of Rs.50,000 across all ICICI Bank branches.

 You can give us various types of standing instructions like transferring to fixed deposit

accounts at regular intervals.

 An average quarterly balance of Rs 5,000 only.

Minimum Balance

Type of Account Balance

Savings Account Rs 5,200

Non-maintenance of the minimum average quarterly balance attracts a fee of Rs 750 per

quarter.

Nomination

 The facility of Nomination is available for relationships in the names of individuals.

Unless otherwise specifically, given in writing by depositors, nomination in deposit

accounts will be at Customer ID level

 A depositor(s) however has / have the right to specify different nominations at account

level by completing the appropriate forms.

 Further, the applicant(s) is / are at liberty to change the nominee during the currency of

the relationship accounts with the Bank through declaration to that effect in the

appropriate form

A. Repatriable
28
Repatriable funds (i.e. those which can be taken abroad) need to be kept in a separate bank

account, i.e. NRE Bank account. Typically, funds brought in from abroad are permitted in such

an account. Investments made from such funds can be repatriated, i.e. proceeds from sale or

otherwise from such investments can be taken abroad. Such investments are maintained in a

Repatriable Demat account.

B. Non-repatriable

Non-repatriable funds (i.e. those which cannot be taken abroad) need to be kept separate from

repatriable funds in a separate bank account i.e. NRO Bank account. Investments made from

such funds cannot be repatriated, i.e. proceeds from sale or otherwise from such investments

cannot be taken abroad. Such investments are maintained in a Non-Repatriable Demat account.

Money once transferred from NRE account to NRO account loses its repatriability and hence,

cannot be transferred back to NRE account.

Mode of Investment :

A. Portfolio Investment Scheme (PINS)

Portfolio Investment Scheme (PINS) is a scheme of the Reserve Bank of India (RBI) under

which the 'Non Resident Indians (NRIs)' and 'Person of Indian Origin (PIOs )' can purchase and

sell shares and convertible debentures of Indian Companies on a recognized stock exchange in

India by routing all such purchase/sale transactions through their account held with a Designated

Bank Branch . The Designated Bank maintains a record of all investments done under PINS

(PINS portfolio).

B. Non - PINS

29
Any investment other than under PINS is Typically, this includes:

1. Subscription to Primary market offerings (IPOs)

2. Investments made when resident in India.

3. Investments in Mutual funds

4. Investments in derivatives

5. Gifts and Inheritance

Deciding Combination :

You may have to open demat accounts of a specific combination if you already hold physical

shares in that combination. The physical shares can be converted into electronic form in your

demat account by submitting the certificates along with a demat request form. You should also

open the required combination under the correct type of demat account :

 PINS NRE : For shares acquired earlier under PINS on repatriation basis.

 PINS NRO : For shares acquired earlier under PINS on non-repatriation basis.

 Non-PINS NRE : For shares acquired earlier other than under PINS on repatriation basis.

 Non-PINS NRO : For shares acquired earlier other than under PINS on non-repatriation

basis and  also  when 'Resident' in India.

I. Terms & Conditions for establishing relationship and Operating

Accounts (For Resident Individuals)

1. Establishing a Relationship

30
1.1  Applicant(s) desiring to open a Relationship need(s) to sign a Relationship form and declare

therein that he/she/they has/have agreed to abide by the rules which are in force from time to

time.

1.2  Applicant is required to furnish Identity Proof and Address proof as follows while

establishing a banking relationship with the Bank :

Identity Proof

Verified true copy of valid passport

Letter from existing bank

Valid driving license

Valid employee identity card

Valid PAN card

Valid photo credit card along with the current billing cycle (latest) statement

True copy of valid arms license issued by Govt of India/State govts/Union territory with

photograph

Valid pension book

Valid freedom fighter's pass issued Home Ministry of Government of India

31
OBJECTIVE OF STUDY

OBJECTIVE OF STUDY

32
The main objective of this study is to analysis is detail of the customer services of ICICI
in comparison to HDFC. The objective of study can be sated as follows:

 How ICICI services influences to HDFC in NCR region.

 How ICICI services differentiate with HDFC.
 How ICICI spreads customer awareness regarding their services through T.V.,
NEWSPAPERS, MAGAZINES, DIRECT INTERACTION.

33
 RESEARCH
METHODOLOGY

RESEARCH METHODOLOGY

34
Research methodology is a systematic way, which consists of series of action steps, necessary to

effectively carry out research and the desired sequencing to these steps. The marketing research

is a process of involves a no. of inter-related activities, which overlap and do rigidly follow a

particular sequence. It consists of the following steps:-

Objective of Study

Research Design

Sample Design

Data Collection

Data Analysis

Report of findings

RESEARCH DESIGN

35
Research design specifies the methods and procedures for conducting a particular study. A

research design is the arrangement of conditions for collection and analysis of the data in a

manner that aims to combine relevance to the research purpose with economy in procedure.

Research design is broadly classified into three types as

 Exploratory Research Design

 Descriptive Research Design

 Causal Research Design

 Hypothesis Testing Research

I have chosen the descriptive research design.

DESCRIPTIVE RESEARCH DESIGN:

Descriptive research studies are those studies which are concerned with described the

characteristics of particular individual. In descriptive as well as in diagnostic studies, the

researcher must be able to define clearly, what he wants to measure and must find

adequate methods for measuring it along with a clear cut definition of population he want

to study. Since the aim is to obtain complete and accurate information in the said studies,

the procedure to be used must be carefully planned.

The research design must make enough provision for protection against bias and must

maximize reliability, with due concern for the economical completion of the research

study.

SAMPLE DESIGN

36
A Sample Design is a definite plan for obtaining a sample from a given population. It refers to

the technique to the procedure adopted in selecting items for the sampling designs are as below:

SAMPLE SIZE

The substantial portions of the target customer that are sampled to achieve reliable result are

100.The cost and time limitation completed me to select 100 respondents as sample size

SAMPLE DESIGN

As complete enumeration of all the members of the population (Member and Non-member) I

have understate sampling technique.

SAMPLE TYPE

AREA SAMPLING

SAMPLE AREA

NCR REGION

SAMPLE TECHNIQUE

I have taken the Statistical tool of percentage method to analysis and interpretation of the

collected data.

RANDOM SAMPLING:

37
A random sample gives every unit of the population a known and non-zero probability of being

selected. Since random sampling implies equal probability to every unit in the population, it is

necessary that the selection of the sample must be free from human judgment.

There is some confusion between the two terms ‘random sampling’ and ‘unrestricted’ random

sampling. In the latter case, each unit in the population has an equal chance of being selected in

the sample. Such a sample is drawn ‘with replacement’, which means that the unit selected at

each draw is replaced into the population before another draw is made from it, ‘As such, a unit

can be included more than once in the sample. Most statically theory relates to ‘unrestricted

random sampling. In order to distinguish between these two sample. I.e. sample, without

replacement and sample with replacement, the terms ‘sample random sample’ and ‘unrestricted

random sample’ are used. If the latter is devised in such a manner that no unit can be included

more than once, it will then be known as the simple random sampling.

It may be noted that while both sample random sampling and unrestricted random sampling give

an equal probability to each unit of the population for being included in the sample, there are

other sample design too which provide equal probability to the units. The process of randomness

is the very core of simple and unrestricted random sampling. The selection of a sample must be

free from bias, which can be ensured only when the process of selection is free from human

judgment.

COLLECTION OF DATA

DATA COLLECTION

38
The study was conducted by the means of personal interview with respondents and the

information given by them were directly recorded on questionnaire.

For the purpose of analyzing the data it is necessary to collect the vital information. There are

two types of data, this are-

 Primary Data

 Secondary data

PRIMARY DATA:-

Primary data can be collected through questionnaire. The questionnaire can be classified into

four main types.

 Structured non disguised questionnaire

 Structured disguised questionnaire.

 Non structured non disguised questionnaire

 Non –structured disguised questionnaire.

For my market study, I have sleeted structured non-disguised questionnaire because my

questionnaire is well structured, listing of questions are in a prearranged order and where the

object of enquiry is revealed to the respondents.

To making a well-structured questionnaire, we have adopted three type of questions-

 Open ended question

 Dichotomous questions

39
  Multiple choice questions

These types of questions are easy to understand and easy to give required answers.

SECONDARY DATA:-

Secondary data means data that are already available i.e. they refer the data which have already

been collected and analyzed by someone else. When the researcher utilizes secondary data, than

he has to look into various sources from where h e can obtain them, in this case he is certainly

not confronted with the problems that are usually associated with the collection of original data.

Secondary data may either be published data or unpublished data.

Usually published data are available in:

 Various publications of the central, state and local government;

 Various publications of foreign government or of international bodies and their

subsidiary organizational;

 Technical and trade journals;

40
  Books, magazines and newspapers;

 Reports and publications of various associations connected with business san industry,

stock exchanges etc.;

 Reports prepared by research scholars, universities, economists etc;

 Public records and statistics, historical document and other source of published

information.

The source of unpublished data are many; they may be found in diaries, letters, unpublished

biographies and autobiographies and also may be available with scholars and research workers,

trade associations, labor because and other public private individuals and organization.

COLLECTION TECHNIQUE:

Questionnaire method is used in collection the data.

DATA ANALYSIS

DATA PROCESSING AND ANALYSIS

Processing & Analysis the collected data: - once the field survey is over and questionnaire

have been received, the next task is to aggregate the data in a meaningful manner. A number of

tables are prepare to bring out the main characteristics of the data. The researcher should have a

41
well thought out framework for processing and analyzing data, and this should be done prior to

the collection. it includes the following activities—

(i) Editing: the first task in data processing is the editing. Editing is the process of examining

errors and omissions in the collected data and making necessary corrections in the same.

(ii) Coding: coding is the procedure of classifying the answer to a question into meaningful

categories. Coding is necessary to carry out the subsequent operations of tabulating and

analyzing data. If coding is not done, it will not be possible to reduce a large number of

heterogeneous responses into meaningful categories with the result that the analysis of data

would be weak and ineffective, and without proper focus.

(iii)Tabulation: tabulation comprises sorting of the data into different categories and counting

the number of cases that belong to each category. The simplest way to tabulate is to count the

number of responses to one question. This is also called universal tabulation. The analysis based

on just one variable is obviously meager. Where two or more variables are involved in

tabulation, it is called vicariate or multivariate tabulation.

(iv) Analysis: after the all three above steps, the most important step is analysis of the data.
Under this step, they can use the various tools of the analysis such as Central

Tendency, Dispersion, Correlation co-efficient, Regression Analysis, Test of

Hypothesis etc.

42
 HYPOTHESIS
In the hypothesis chose the tools of hypothesis chi-test. Because of independency between bank
and the customer, customer can prefer any bank and bank never force to any customer.

In the market survey take the sample size of 100 people in the respondent banks ICICI, HDFC
and OTHER. Apply the chi-test on the collecting data through market survey in the reference of
customer service satisfaction which is collected by the market survey the following data:

Level of ICICI HDFC OTHER TOTAL

satisfaction
Satisfied 25 15 20 60

43
 Not satisfied 15 20 05 40
TOTAL 40 35 25 100
(CHI-SQUARE d.f. 2= 5.99)

Q: Test the Hypothesis of customer satisfaction?

Solution:

Null hypothesis, Ho: there is no association between the customer satisfaction at banks.

Alternative Hypothesis, H1: there is association between the customer satisfaction at banks.

Calculation of CHI-SQUARE TEST:

Observed value (O) Expected value (E) (O-E)2 (O-E)2 /E

[row x column]/total

25 24 1 0.042
15 16 1 0.062
15 21 36 1.714
20 14 36 2.571
20 15 25 1.667
05 10 25 2.500

Value of chi-square = ∑ [(O-E)2 /E] = 0.042+0.062+1.714+2.571+1.667+2.500

= 8.556

Degree of freedom (v)= (r-1) (c-1)= (2-1) (3-1)= 2

Since CHI-SQUARE actual value is more than table value (5.99 d.f. 2)

Therefore Ho is accepted and we conclude that there id no association between the customer
satisfaction at banks.

44
Q1. Are you having an bank account?

45
 70 Chart Title
60
50
40 70
VALUES IN NUMBER
30
20 30
10
0
YES NO
YES OR NO

(Figure-1)

From the graph 70% of respondent having Bank account. Remaining 30%
don’t have any bank account. Bank should be focus on those remaining 30%
customer who have no bank account.

Q2. From which bank you have account?

46
 40 Chart Title
35
30
25
20
VALUE IN NUMBERS
38
15
20
10 12
5
0
ICICI HDFC Other
BANK NAME

(Figure-2)

1- 38% Bank name of ICICI.

2- 12% Bank name of HDFC. 3- 20%Bank name of other.

Q3. Do you think that Bank is giving a good return?

47
 70 Chart Title

60

50

40
VALUES IN NUMBER 68
30

20 32
10

0
YES NO
YES OR NO

(Figure-3)

1- 32%Bank giving a yes return.

2- 68%Bank giving a no return.

Q4.Are you planning to get account or loan from any company?

48
 70
Chart Title

60
50
40
VALUES IN NUMBER 64
30
20 36

10
0
YES NO
YES OR NO

(Figure-4)

It will be a long process in case of taking loan for a company because company

should complete lots of formalities and this process take long time but it is a

necessary process for everyone whether individual or company.

Q5.In which company are you looking to invest?

49
 20
20 Chart Title
18 15
16
14 12
12
VALUES IN 10
NUMBER
8
6
4
2
0
ICICI HDFC Other
COMPANY'S NAME

(Figure-5)

as per 20% customer going with more trust in ICICI, 15% with HDFC and

remaining 12% going with other banks.

Q6. Your open account decisions are influenced by?

50
 42
45
40
35
30 24
25 18
20
15 10
6
10
5
0
Ownself Market trsearchFriend/Relativ Broker Anyother

Own self 42%

Market Research 24%

Friends/Relatives 18%

Broker 10%

Any other 6%

Q7. What are the factors which you considered before opening account in a

particular bank?

51
 35 31
28
30

25 21

20
15
15

10
5
5

0
1 2 3 4 5

Customer influence for opening account in banks are as follows:

Financial Position 31%

Future Prospects 28%

Current Market Position 21%

Goodwill 15%

Any others 5%

Q8. How ICICI and HDFC spreads customer awareness regarding their

services ?

52
 35 31

30
27
25 23

20
19
15

10

0
T.V.
News papers
Magazines
Dirct intractions

T.V. 31%

NEWSPAPERS 23%

MAGAZINES, 27%

Direct intraction 19%

Q9. Which bank services make you more customers satisfied?

53
 25
25
20 20
20
15 15
15
SATISFIED
NOT SATISFIED
10
5
5

0
ICICI BANK HDFC BANK OTHER BANK

NOT
SATISFIED SATISFIED
ICICI BANK 25 15
HDFC BANK 15 20
OTHER
BANK 20 5

54
CONCLUSION

CONCLUSION

55
Banking is also now being regarded as a versatile financial planning tool. Research indicates

that Indians have four basic financial needs during their life asset accumulation (such as buying

a house or car), protecting their family, securing their children’s education, and provision for

their retirement.

India being a country having a huge population of around one billion people with only 32% of

the banking population in India possessing banking the country has a vast potential, which has

been left untapped till now.

Banking Company, Banking advisors are the lifeline and a very huge asset so each company

try to recruit and select a potential force of Banking advisors because this is the advisors who

generate maximum business for the Bank. Banking advisors provide a very strong support to

the Bank and do sell possible efforts to generate huge amount of profit to the company and for

him.

56
RECOMMENDATIONS

RECOMMENDATIONS

57
 ICICI Bank and HDFC bank has to improve its brand image, i.e. it has to position

itself in the minds of prospects in a better way in comparisons to others.

 It should provide better career opportunities for the retention of its potential advisors.

 Further it has to provide training to its recruited advisors by good and efficient

training methods, which might be a little bit customized if needed.

 It should more emphasize in advertising, as it is the most powerful tool to position

ant brand in the mindsets of customers.

 It should provide online training and for those who are in jobs and want to become

advisors ICICI should provide evening training classes, so that they can join the

training after doing there jobs.

58
QUESTIONNAIRE

QUESTIONNAIRE

PERSONAL DETAILS:

Name Mr./Mrs./Miss__________________________

59
 Address____________________________________

___________________________________________

Phone No. __________________________________

Email ______________________________________

Occupation

a) Government Employee b) Private Employee

c) Self Employed d) Student E) Housewife

Your monthly household income

a) Less than 15000 b) 15001-25000 c)25001 and above

Please give some references of people who you know are trading/investing in stocks:

1. _________________________________

2. _________________________________

Q1. Are you having a bank account?

i. Yes ii. No

Q2. In which bank you have account?

i. ICICI iii. Other

ii. HDFC

Q3. Do you think the banks give good return?

60
 i. Yes ii. No

Q4. Are you planning to get account or loan from any bank?

i. Yes ii. No

Q5. In which bank are looking to invest?

i. ICICI ii. HDFC

iii. Other

Q6. Your open account decisions are influenced by?

i. Ownself iv. Broker

ii. Market Research v. Any other

iii. Friends/Relatives

Q7. What are the factors which you considered before opening account in a particular bank?

i. Financial Position iv. Future Prospects

ii. Current Market Position v. Any others.

iii. Goodwill

Q8. How ICICI and HDFC spreads customer awareness regarding their services ?

i. T.V. iii. MAGAZINES,

ii. NEWSPAPERS iv. DIRECT INTERACTION.

Q9. Which bank services make you more customers satisfied?

i. ICICI Bank ii. HDFC Bank

61
 iii .other ban

BIBLIOGRAPHY

62
BIBLIOGRAPHY

BOOKS:

 Kothari, C.R, Research Methodology, New delhi, Vikas Publishing House PVT LTD.

2010.

 ICICI and HDFC brochure of advisors Recruitment.

 GOOGLE SEARCH

 BUSINESS MAGAZINES

 www.icici.in

63
 www.hdfc.in

64