Final Project Anitha 121908

A STUDY ON EFFECTIVENESS OF TRAINING AND
DEVELOPMENT IN ICICI BANK
Dissertation submitted to
MAHATMA GANDHI UNIVERSITY, KOTTAYAM
In partial fulfillment of the requirements for the award of the degree of
MASTER OF BUSINESS ADMINISTRATION
BY
ANITHA ANN MATHEW
Reg. No: 121908
Under the guidance of
DR. SIBY ZACHARIAS
PROFESSOR
SCHOOL OF MANAGEMENT AND BUSINESS STUDIES
MAHATMA GANDHI UNIVERSITY, KOTTAYAM
2019-2021
ATHIRAMPUZHA, KOTTAYAM
DEPARTMENT OF MBA
CERTIFICATE
This is to certify that the project entitled A STUDY ON EFFECTIVENESS OF TRAINING

AND DEVELOPMENT IN ICICI BANK is an authentic work done by ANITHA ANN
MATHEW in partial fulfilment of the requirements for the award of the Degree of Master of
Business Administration of Mahatma Gandhi University, Kottayam, Kerala.
PRINCIPAL
HEAD OF DEPARTMENT FACULTY GUIDE

ATHIRAMPUZHA, KOTTAYAM
DEPARTMENT OF MBA
CERTIFICATE
This is to certify that this “A STUDY ON EFFECTIVENESS OF TRAINING AND

DEVELOPMENT IN ICICI BANK”, is a record of bona fide work carried out by Miss.ANITHA
ANN MATHEW under my supervision and guidance. This Project is submitted to MAHATMA
GANDHI UNIVERSITY, KOTTAYAM in partial fulfillment of the requirements for the award of
the post graduate degree of MASTER OF BUSINESS ADMINISTRATION (MBA). All help
received by him/her from various sources have been duly acknowledged.
Place: Kottayam Dr. Siby Zacharias
Date: 1/07/2021 Professor
Department of MBA
DECLARATION
I hereby declare that the project entitled A Study on Effectiveness of Training and
Development in ICICI Bank is the result of the project work carried out by me under the guidance
Prof. Dr. Siby Zacharias, School of Management and Business Studies, Mahatma Gandhi
University in partial fulfilment of the requirement for the award of Master’s Degree in Business
Administration by School Of Management And Business Studies, Mahatma Gandhi
University. I also declare that this project is outcome my own efforts and that it has not been
submitted to any other University or Institute for the award of any other Degree or Diploma or
Certificate.
Place: Athirampuzha ANITHA ANN MATHEW
Date:
ACKNOWLEDGEMENT.
First of all I thank GOD ALMIGHTY for giving me all the grace and assistance throughout my
study.
I wish to take this opportunity to express my sincere expression of gratitude to each and every
one who helped me in the completion of this project study
I express my profound and heartiest gratitude to Prof. Dr. E SULAIMAN, Head of the
Department, School of Management and Business Studies, MG University for his over-
whelming support and interest shown in project.
It gives me extreme pleasure to express my sincere and heartiest gratitude to my guide Prof. Dr.
SIBY ZACHARIAS, for this guidance with valuable and timely suggestions and encouragement
without which perhaps this project would have remained incomplete.
I would like to express my sincere thanks to Prof. Dr. Johney Johnson, Prof. Dr. Santhosh P
Thampi, Dr. Sajimon Abraham, Dr. Biju M. K, Dr. Madhulal M. , Dr. Roshna Varghees and
non teaching staffs for giving me an opportunity to carry out this study.
I owe my deepest gratitude to my PARENTS AND FRIENDS for supporting and fulfilling all
needs throughout the study periods. My acknowledgement is also due to those to directly my or
indirectly help me in completing this work.
ANITHA ANN MATHEW

INDEX
S.NO TOPIC PAGE NO.
1 CHAPTER I - INTRODUCTION 1
1.1 INTRODUCTION 2-7
1.2 BACKGROUND OF THE STUDY
1.3 SIGNIFICANCE OF THE STUDY
1.4 OBJECTIVES OF THE STUDY
1.5 SCOPE OF THE STUDY
1.6 LIMITATION OF THE STUDY
1.7 COMPANY PROFILE
1.7.1 HISTORY OF ICICI BANK
1.7.2 VISION AND MISSION
1.7.3 ICICI BANK’S COMPETITORS
2 CHAPTER II- LITERATURE REVIEW 8

LITERATURE REVIEW 9-10
CHAPTER III- RESEARCH METHODOLOGY 11
3.1 MEANING OF RESEARCH 12-14
3.2 MEANING OF RESEARCH METHODOLOGY
3.3 DEFINITION OF RESEARCH METHODOLOGY
3.4 OBJECTIVES
3.5 RESEARCH DESIGN
3.6 SOURCES OF DATA
3.7 SAMPLE DESIGN
3.8 TOOL USED FOR ANALYSIS
4 CHAPTER IV – DATA ANALYSIS AND INTERPRETATION 15

4.1 DATA ANALYSIS 16-38
4.2 DATA INTERPRETATAION
4..3 DATA ANALYSIS AND INTERPRETATION
4.3.1 GENDER
4.3.2 AGE
4.3.3 RATING
4.3.4 TRAINING PROGRAM
4.3.5 METHODS
4.3.6 INDUCTION TRAINING
4.3.7 TYPES OF TRAINING
4.3.8 PRODUCTIVITY AND PERFORMANCE
4.3.9 EMPLOYEE- EMPLOYER RELATIONSHIP
4.3.10 DURATION
4.3.11 MOTIVATION
4.3.12 PRODUCTIVE
4.3.13 SATISFACTION
4.3.14 SPECIAL CHALLENGES
4.3.15 ACOOUNTABLE AND AUTHORITATIVE
4.3.16 LEADERSHIP
4.3.17 HR AREA
4.3.18 EFFECTIVENESS
4.3.19 FEEDBACK
4.3.20 CERTIFICATE
5 CHAPTER V- FINDINGS AND SUGGESTIONS 39

5.1 FINDINGS 40-42
5.1.2 SUGGESTIONS
6 CHAPTER VI - CONCLUSION 43-44

7 REFERENCE 45
8 QUESTIONNAIRE 46-51
LIST OF TABLES
S NO TABLE NAME PG NO
1 4.1GENDER 16-38
4.2 AGE
4.3 RATING
4.4 TRAINING PROGRAM
4.5 METHODS
4.6 INDUCTION TRAINING
4.7 TYPES OF TRAINING
4.8 PRODUCTIVITY AND PERFORMANCE
4.9 EMPLOYEE- EMPLOYER RELATIONSHIP
4.10 DURATION
4.11 MOTIVATION
4.12 PRODUCTIVE
4.13 SATISFACTION
4.14 SPECIAL CHALLENGES
4.15 ACOOUNTABLE AND AUTHORITATIVE
4.16 LEADERSHIP
4.17 HR AREA
4.18 EFFECTIVENESS
4.19 FEEDBACK
4.20 CERTIFICATE
LIST OF FIGURES
S NO TABLE NAME PG NO
1 4.1GENDER 16-38
4.2 AGE
4.3 RATING
4.4 TRAINING PROGRAM
4.5 METHODS
4.6 INDUCTION TRAINING
4.7 TYPES OF TRAINING
4.8 PRODUCTIVITY AND PERFORMANCE
4.9 EMPLOYEE- EMPLOYER RELATIONSHIP
4.10 DURATION
4.11 MOTIVATION
4.12 PRODUCTIVE
4.13 SATISFACTION
4.14 SPECIAL CHALLENGES
4.15 ACOOUNTABLE AND AUTHORITATIVE
4.16 LEADERSHIP
4.17 HR AREA
4.18 EFFECTIVENESS
4.19 FEEDBACK
4.20 CERTIFICATE
A Study on the effectiveness of Training and Development in ICICI Bank
CHAPTER I
INTRODUCTION
1
INTRODUCTION
The project is based on the effectiveness of training and development in ICICI Bank. Training and
Development nowadays constitute an ongoing process in any organization. Training is a tool for
increasing individual performance and overall organizational growth. The objective of the training
is to enable the employees to grow acquire knowledge of thought and action. Training is needed
not only for technicians who work in the shop floor but also for supervisors, managers and
executives. After training, candidates will be placed on the jobs to perform the tasks given to them
effectively. Development refers to those learning opportunities designed to help employees grow.
Development is, less skill oriented and stresses on knowledge. Any training & development
programme must contain inputs, which enable the participants to gain skills, learn theoretical
concepts and help acquire vision to look into the distant future. Training is an investment in HR
with a promise of better returns in future. Therefore, the main aim is to study the impact of training
and development on employee’s productivity and satisfaction in the ICICI Bank.
BACKGROUND OF THE STUDY
Training and Development is an inevitable process that is seen in every organization or any sector.
Every organization is in their way to get more profit with the help of their own workforce. So, in
order to ensure that they perform well or their work is productive if not the employees has to be
trained accordingly with the help of various methods used in Training and Development program
which been provided by the organization itself. Therefore, this study mainly focuses on the
effectiveness of Training and Development program that the organization are offered to their
employees.
2
SIGNIFICANCE OF THE STUDY
The significance of the Study is to understand how training and development can be effective in
their work place. Basically, the training and development can help employees perform better as
they become more skilled in their job and are able to complete their work quicker than before.
They provide a great opportunity for employees to expand their knowledge base and increase their
efficiency and productivity at work. It can also help employees perform better as they become
more skilled in their job and are able to complete their work quicker than before. A training
program allows employees to address those weaknesses and work at getting better at them.
Training and development make employees feel more satisfied with their job as it makes them feel
more valued by the company.
OBJECTIVES OF THE STUDY
Primary Objective:
To find out the Effectiveness of training and development in ICICI bank.
Secondary Objective:
• To understand the methods used in the process of training and development

• To analysis the training and development programme undertaken by ICICI Bank
• To study how the training programs conducted have made an important on the performance
level of executives.
• To suggest measures to overcome the shortcoming if any.
3
SCOPE OF THE STUDY
The study on effectiveness of training and development in ICICI Bank will help us to know the
various methods of training the employees, their satisfaction level after the training programme
and analyzing the outcomes or the development after a training programme that has been
conducted in order to improve the skills and performance of their employees.
LIMITATION OF THE STUDY
• The study is based on only the training and development program provided to the
employees in the bank.
• The time available for the study is very limited
• Could not able to collect the information from all the employees of organization because
of busy schedule of employees.
*****
4
COMPANY PROFILE
ICICI Bank
Industry Banking, financial services

Founded 5 January 1994
Headquarters Vadodara, Gujarat, (Registered Office)
Bandra Kurla Complex, Mumbai
(Corporate Office
Key People Girish Chandra Chaturvedi (Chairman)
Sandeep Bakhshi (MD & CEO)
Products Retail banking, corporate banking,
investment banking, mortgage loans,
private banking, wealth management,
credit cards, finance and insurance
Revenue ₹149,786.10 crore (US$21 billion) (2020)
Number of Employees 84,922
Net Income ₹9,566.31 crore (US$1.3 billion) (2020)
ICICI Bank is an Indian multinational banking and financial services company headquartered in
Vadodara. As of 2014 it is the second largest bank in India in terms of assets and market
capitalization. It offers a wide range of banking products and financial services for corporate and
retail customers through a variety of delivery channels and specialized subsidiaries in the areas of
banking, life, non-life insurance, venture capital and asset management.
5
The Bank has a network of 3,800 branches and 11,162 ATMs in India, and has a presence in 19
countries. ICICI Bank is one of the Big Four banks of India, along with State Bank of India, Punjab
National Bank and Bank of Baroda. The bank has subsidiaries in the United Kingdom, Russia, and
Canada; branches in United States, Singapore, Bahrain, Hong Kong, Sri Lanka, Qatar and Dubai
International Finance Centre; and representative offices in United Arab Emirates, China, South
Africa, Bangladesh, Thailand, Malaysia and Indonesia. ICICI Bank's equity shares are listed in India
on 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.
HISTORY OF ICICI BANK
ICICI Bank was established by the Industrial Credit and Investment Corporation of India (ICICI),
an Indian financial institution, as a wholly owned subsidiary in 1994 in Vadodara however the
parent company was formed in 1955 as a joint-venture of the World Bank, India's public-sector
banks and public-sector insurance companies to provide project financing to Indian industry. The
bank was founded as the Industrial Credit and Investment Corporation of India Bank, before it
changed its name to ICICI Bank. The parent company was later merged with the bank. ICICI Bank
launched Internet Banking operations in 1998.
ICICI Bank is one of the Big Four banks of India. The bank has subsidiaries in the United
Kingdom and Canada; branches in United States, Singapore, Bahrain, Hong Kong, Qatar, Oman,
Dubai International Finance Centre, China and South Africa; as well as representative offices in
United Arab Emirates, Bangladesh, Malaysia and Indonesia. The company's UK subsidiary has
also established branches in Belgium and Germany.
6
VISION AND MISSION OF ICICI BANK
VISION
"To be the leading provider of financial services in India and a major global bank."
MISSION
Be the banker of the first choice for our customers by delivering high quality, world-class products,
and services.
ICICI Bank's competitors

• Tata.
• State Bank of India.
• HDFC Bank
• Axis Bank.
• Kotak Mahindra Bank.
• IndusInd Bank.
• Yes Bank.
*****
7
CHAPTER-II
LITERATURE REVIEW
8
LITERATURE REVIEW
Azmir Hossain (2014), conducted a study in banking sector based on the need assessment, its
importance, the evaluation practices for training and development of employees in Bangladesh.
And studied a comparison which was conducted on these training and development practices with
the regard of success of the training program and its effectiveness. Even mentioned that training
that is followed by world top most banks that will bring a positive change in the private banking
sector in Bangladesh. The study has also showed that the effective training prerequisite for
organizational growth and development.
P. Akilandeswari and Jayalakshmi (2014), Conducted a study on the effectiveness of training in

Indian Bank. And the study was to learn that training and development exist in banks and their
impact to generate efficiency of employees to cater to the need of their customers. Concluded that
both in public and private sector banks it is very necessary to provide proper satisfaction to its
customers by improving the efficiency of training and development program for the employees in
the Bank.
Dr. S. Shahul Hameed, P. Mohanraj and J. Rajinikanth (2014), Conducted a Conceptual Study
on Training and Development Programs of Bank Employees. Studied that in order to improve the
efficiency of employee in the present job and prepare himself for the higher-level job, the effective
training programmes are necessary. And have concluded, that timely evaluation of the success of
employees’ training and development programmes are most important for the bank
Esha (2016), Conducted a Study of Effectiveness of Training & Development Programme on

Bank Employees Performance. Studied that training and development is inevitable process and
this can help them employees to cope up with the existing challenges. Concluded by saying that
employees who get trained on a regular basis can provide high quality services to the customers
as well.
Chughtai and Nadeem (2016), conducted a study on the participation on training and
developmental programs in an organization is maximum. The study shows that training and
development programs will enhances employees’ skills and competences and it can also bring
9
improvement of the organizational effectiveness. Also analyzed that some of the employees have
only received one-time training and some were not provided any training at the time of
appointment.
Athar and Shah (2015), Impact of Training on Employee Performance (Banking Sector Karachi)
concluded from their research that stress level and motivation, technical knowledge and training
program method have direct effect on motivation of employees.
Jyoti (2017), Conducted a study on the Impact of Training and Development with Reference to
Banking Sector in India, International. Studied that for the public sector banks carry out the
training and development program on a regular basis for the improvement of the efficiency of the
employees, The intention of training programs is to enhance their skills and knowledge to provide
customer satisfaction.
William Amos Pallangyo and Amos Ephraim Hanai (2020), Conducted a study on the Influence
of Training and Development on Employee Retention. Studied to explore the influence of Training
and Development on employee retention in the banking industry of Tanzania. Concluded by
pointing out that career planning and growth opportunities were the most important attributes
which can help in the development and implementation of training and development policies to
enhance employee retention.
Megharaja (2014), conducted a study on the Effectiveness of Training and Development in

banking sector in State Bank of India and concluded that the bank has got excellent working
environment, organizational culture, and the employees are highly dedicated and hardworking.
Also noticed that employees took the training and development program given by the bank as a
key of employee performance and productivity.
Kavita Rania and Diksha Garg (2014), conducted a study on Training and Development in
Public Sector Banks. The study shows that the training and development program is unavoidable
and inevitable. And concluded by pointing out that public sector banks provide training and
development programmes for their employees to increase their efficiency.
****************
10
CHAPTER-III
RESEARCH METHODOLOGY
11
RESEARCH METHODOLOGY
MEANING OF RESEARCH
Research is a systematic process of collecting, analyzing, and interpreting information (data) in

order to increase our understanding of a phenomenon about which we are interested or concerned.
MEANING OF RESEARCH METHODOLOGY
Research Methodology is defined as the systematic method to resolve a research problem through
data gathering using various techniques, providing an interpretation of data gathered and drawing
conclusions about the research data. Essentially, a research methodology is the blueprint of a
research or study.
DEFINITION OF RESEARCH METHODOLOGY
Research may be very broadly defined as systematic gathering of data and information and its
analysis for advancement of knowledge in any subject.
According to Kothari, the research methodology is the systematic, theoretical analysis of the
procedures applied to a field of study. It involves procedures of describing, explaining and
predicting phenomena so as to solve a problem.
OBJECTIVES
Primary Objective:
To find out the Effectiveness of training and development in ICICI bank.
Secondary Objective:
• To understand the methods used in the process of training and development

• To analysis the training and development programme undertaken by ICICI Bank
• To study how the training programs conducted have made an important on the performance
level of executives.
• To suggest measures to overcome the shortcoming if any.
12
RESEARCH DESIGN
The research design refers to the overall strategy that one may choose to integrate the different
components of the study in a coherent and logical way. This is done in order to ensure that one
effectively addresses the research problem. Research design constitutes the blueprint or the
roadmap for the collection, measurement, and analysis of data.
It is blue print for collection, measurement and analysis of data .it is a framework of project that
stimulates what information is to be collected form which sources and by what procedures. The
research design used in this study is descriptive research.
Descriptive research:
The study was done using descriptive research design as it was concerned with specific predictions,
with narration of facts and characteristics concerning a study on effectiveness of training and
development in ICICI Bank.
SOURCES OF DATA
The two main sources of data for the present study have been primary data and secondary data.
1. Primary Data:
These data were gathered by collecting response from the employees by sending them
questionnaire through online platform, The technique used here is Survey Method.
2. Secondary Data:
The secondary data for this study collected from various websites, thesis and from company
brochures.
13
SAMPLE DESIGN
Sampling is a process used in statistical analysis in which a predetermined number of observations

are taken from a larger population. The methodology used to sample from a larger population
depends on the type of analysis being performed. Sampling is a type of technique which is been
used to collect data about a problem under study.
Sampling Frame & Study Area: ICICI Bank
Sampling Size: 35
Sampling Technique: The sampling technique used for the study is simple random sampling. A
simple random sample is a subset of individuals chosen from a larger set in which a subset of
individuals is chosen randomly, all with the same probability.
TOOL USED FOR ANALYSIS
Evaluating the collected data with the help of Statistical tools is called analysis.
• Percentage analysis
It is a particularly useful method of expressing the relative frequency of survey responses and other
data
*******
14
CHAPTER-IV
DATA ANALYSIS AND INTERPRETATION
15
DATA ANALYSIS AND INTERPRETATION
This chapter presents the analysis and findings of the study as set out in the
research methodology in the previous chapter. The main objective of this study is to
understand the effectiveness of training and development program in ICICI bank,
Data analysis and interpretation is one of the methods used for assigning
meaning to the data that has been collected and it is used for determining the
conclusions, significance, and implications of the findings. Therefore, data analysis
and interpretation are considered as a crucial and exciting step within the process of
research.
DATA ANALYSIS
The data is analyzed by using percentage analysis, which is one of the basic
statistical tools which is widely used in analysis and interpretation of primary data.
It deals with the number of respondents response to a particular question and a
percentage is arrived from the total population selected for the study.
Percentage = Number of Respondents /Total Number of Respondents *100
16
DATA INTERPRETATION
Basically, there are two types of methods that is been used for interpretation
of data i.e., Quantitative and Qualitative methods. In this study, the method used is
Quantitative. Quantitative data is kind of data which can be measured using numbers
and values, which is also considered as more suitable method for data analysis.
Quantitative data can collect by using various techniques, and the technique which
is been used in this study is the survey technique.
This chapter deals with the analysis and interpretation of data collected from the 35
respondents.
17
1. GENDER
Table showing the descriptive statistics of the demographic variable – Gender
Table 4.1
PARTICULARS FREQUENCY PERCENT

Male 19 54.2%
Female 16 45.7%
Others 0 0
Total 35 100%
Figure showing the descriptive statistics of the demographic variable – Gender
Figure 4.1
Male Female
Interpretation
Above figure shows the descriptive statistics of the demographic variable (Gender). Out of 35
respondents from whom responses were been collected 19 (54 %) are male and 16 (46%) are
Female. Therefore, the percentage of males is higher than that of female which was collected
through random sampling.
18
2. Age
Table 4.2 showing the descriptive statistics of the demographic variable – Age

20-30 27 77.1%
30-40 8 22.8%
40-50 0 0
Total 35 100
Figure 4.2 showing the descriptive statistics of the demographic variable – Age
90.00%
80.00%
70.00%
60.00%
50.00%
40.00%
30.00%
20.00%
10.00%
0.00%
20-30 30-40 40-50
Interpretation
Above figure shows the descriptive statistics of the demographic variable (Age). Out of 35
respondents from whom responses were been collected 27 (77 %) are from the age group of 20-
30 and 8(23%) are from the age group of 30-40.
19
3. How would you rate the training and development program provided by your
bank?
Table 4.3 shows that the descriptive statistics of the rating for the training and development
programme provided by their bank

Very Satisfied 16 45.7%
Satisfied 16 45.7%
Neutral 3 8.5%
Not satisfied 0 0
Very dissatisfied 0 0
Total 35 100%
Figure 4.3 shows the descriptive statistics of the rating for the training and development
programme provided by their bank
RATING OF TRAINING &

DEVELOPMENT IN BANK
Very Satisfied Satisfied Neutral Not satisfied Very dissatisfied
Interpretation
Above figure Table shows the rating for the training and development programme provided by
their bank. Out of 35 respondents from whom the response was obtained, for the category of
20
Very satisfied and satisfied the frequency was the same 16(46%) and 3(8%) response was
neutral. Therefore, most of the employees are satisfied with T&D programs in their organization.
4. Do you feel training program is compulsory for the employees?
Table 4.4 shows the descriptive statistics of the employees’ opinion about the training program
whether it is compulsory or not

Yes 35 100%
No 0 0
Total 35 100%
Figure 4.4 shows the descriptive statistics of the employees’ opinion about the training program
whether it is compulsory or not
100%
90%
80%
70%
60%
50% 35
40%
30%
20%
10%
0%
Yes No
Interpretation
Figure shows the employees opinion about the training program whether it is compulsory or not.
Out of 35 respondents from which the responses were collected, all the employees were in the
21
opinion of YES. All the 35 responses were for the option Yes 35(100%). Most of the employees
know the fact that the training programs would really help them out in their performance,
5. What kind of Training methods do you prefer?
Table 4.5shows the descriptive statistics of the various training methods that employees prefer

On the job methods 10 28.5%
Off the job methods 0 0
Both 25 71.4%
Total 35 100%
Figure 4.5 shows the descriptive statistics of the various training methods that employees prefer
METHOD OF TRAINING
On the job methods Off the job methods Both
Interpretation
The above figure shows the descriptive statistics of the various training methods that employees
prefer. There were two methods provided along with that another option was also provided (Both)
for the respondents who prefer both methods in the survey which was used to collect the responses
from the respondents and out 35 respondents, 10(29%) chose on the job training and 25(71%)
22
chose Both. Therefore, most of the employees prefer both on the job and off the job method of
training.
6. Does the Induction Training is a well-planned process in the Bank?
Table 4.6 shows the descriptive statistics of whether Induction training is well planned process in
the Bank or not

Strongly agree 10 28.5%
Agree 20 57.1%
Neutral 5 14.2%
Disagree 0 0
Strongly disagree 0 0
Total 35 100%
Figure 4.6 shows the descriptive statistics of whether Induction training is well planned process
in the Bank or not
60.00%
50.00%
40.00%
30.00%
20.00%
10.00%
0.00%
Strongly Agree Neutral Disagree Strongly
agree disagree
Interpretation
Figure shows the descriptive statistics of whether Induction training is well planned process in the
Bank or not. The respondents were provided with a Likert scale so that they can easily respond.
23
Out of 35 respondents, 10(29%) respondents chose Strongly Agree, 20(57%) chose Agree and
5(14%). Therefore, most of the employee agree to that the induction training which is been
provided to them is a well-planned process.
7. What kind of Training methods does the bank provide to train the employees?
Table 4.7 shows the descriptive statistics of the various training methods that the bank provides in
order to trin their employees

On the job Methods 0 0
Off the job methods 5 14.2%
Audio visuals 0 0
lectures 0 0
All of the above 30 85.7%
Total 35 100%
Figure 4.7 shows the descriptive statistics of the various training methods that the bank provides
in order to trin their employees
On the job Off the job

Methods methodsAudio
lectures
visuals
All of the
above
Interpretation
24
The above figure shows the descriptive statistics of the various training methods that the bank
provides in order to trin their employees. So, for those demographic questions which included
various possible methods of training were asked to the respondents. Out of 35 respondents
30(86%) chose the option “All of the above” and 5(14%) chose Off the job Training. Therefore,
most of employees wanted the training program with help of all possible training methods.
8. Training is must for enhancing Productivity and Performance?
Table 4.8 shows the descriptive statistics, whether training is must for enhancing the productivity
and performance

Agree 35 100%
Strongly agree 0 0
Neutral 0 0
Disagree 0 0
Strongly disagree 0 0
Total 35 100%
Figure 4.8 shows the descriptive statistics, whether training is must for enhancing the productivity
and performance
25
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
Agree Strongly agree Neutral Disagree Strongly
disagree
Interpretation
The figure shows the descriptive statistics, whether training is must for enhancing the productivity
and performance. A Likert scale was provided to obtain the responses from the respondents. Out
of 35 respondents, 35(100%) was agreeing to the fact that Training an help the employees to
enhance productivity and performance.
9. Does Training help to improve Employee - Employer Relationships?
Table 4.9 shows the descriptive statistics, whether training help to improve the employee –
employer relationship

Yes 35 100%
No 0 0
Total 35 100%
Figure 4.9 shows the descriptive statistics, whether training help to improve the employee –
employer relationship
26
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
Yes No
Interpretation
Above figure shows the descriptive statistics, whether training help to improve the employee –
employer relationship. Out of 35 respondents all the 35(100%) chose the option Yes. Which means
training program is effective because it helps in building a good relationship between employee –
employer in the organization.
10. How often the Training Program are conducted in your bank?
Table 4.10 shows the descriptive statistics for time period of training program conducted in the
bank

Every month 2 5.7%
Every quarter 10 28.5%
Half yearly 3 8.5%
Once in a year 20 57.1%
Total 35 100%
27
Figure 4.10 shows the descriptive statistics for time period of training program conducted in the
bank
Every month Every quarter Half yearly Once in a year
Interpretation
The above Figure shows the descriptive statistics for time period of training program conducted in
the bank. Out of 35v respondents, 20(57%) chose Once in a year, 10(29%) chose Every quarter,
3(8%) chose Half yearly and 2(6%) Every month. Therefore, the above figure shows most of banks
provide training programs to their employees Once in a year.
11. Does Training help to Increase the motivation level of Employees?
Table 4.11 shows the descriptive statistics whether training program helps in increasing the
motivation level of the employees

Yes 35 100%
No 0 0
Total 35 100%
Figure 4.11 shows the descriptive statistics whether training program helps in increasing the
motivation level of the employees
28
Yes No
Interpretation
The above figure interprets that the descriptive statistics whether training program helps in
increasing the motivation level of the employees. Out of 35 respondents, 35 (100%) of responses
was YES. Therefore, with the help of training program in the organization it has helped most of
the employees in increasing their motivation level.
12. Does Training enable Employees more productive?
Table 4.12 shows the descriptive statistics whether training program helped the employees to be
more productive in their work

Yes 35 100%
No 0 0
Total 35 100%
Figure 4.12 shows the descriptive statistics whether training program helped the employees to be
more productive in their work
29
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
Yes No
Interpretation
The figure shows the descriptive statistics whether training program helped the employees to be
more productive in their work. Out of 35 respondents from whom the response had to be obtained
35(100%) have chosen Yes. Therefore, most of the employees do accept the fact that the training
program that is been provided to them helps to be more productive.
13. Are you satisfied with the present method of selection of candidates for Training?
Table 4.13 shows the descriptive statistics of the opinion of employees whether they are satisfied
with the present method of selection of candidate for training

Yes 35 100%
No 0 0
Total 35 100%
Figure 4.13 shows the descriptive statistics of the opinion of employees whether they are satisfied
with the present method of selection of candidate for training
30
Yes No
Interpretation
The above figure shows the descriptive statistics of the opinion of employees whether they are
satisfied with the present method of selection of candidate for training. Out of 35(100%)
respondents have chosen Yes. Therefore, most of the employees are satisfied with the present
method that is been used for selecting candidates for training.
14. Does the Training Program include special challenges faced by managers and or
officers?
Table 4.14 shows the descriptive statistics of whether training program include special challenges
faced by managers and or officers.

Yes 30 85.7%
No 5 14%
Total 35 100%
31
Figure 4.14 shows the descriptive statistics of whether training program include special challenges
faced by managers and or officers.
90.00%
80.00%
70.00%
60.00%
50.00%
40.00%
30.00%
20.00%
10.00%
0.00%
Yes No
Interpretation
Table shows the descriptive statistics of whether training program include special challenges faced
by managers and or officers. Out of 35 respondents from whom the response has to be collected,
30(86%) chosen YES and 5(14%) chosen NO. Therefore, Training program include special
challenges faced by managers and or officers.
15. Does the Training Program enable the employees to be accountable and
authoritative in making decisions?
Table 4.15 shows the descriptive statistics of whether training program enable the employees in
decision making.

Yes 35 100%
No 0 0
Total 35 100%
Figure 4.15 shows the descriptive statistics of whether training program enable the employees in
decision making.
32
Yes No
Interpretation
The above figure shows the descriptive statistics of whether training program enable the employees
in decision making. Out of 35 respondents 100% (35) responses are yes. Therefore, the training
program has helped most of the employees in decision making process.
16. Training program can help in developing leadership and team work skills?
Table 4.16 shows the descriptive statistics of whether training program can help in developing
leadership and team work skills.

Agree 5 14.2%
Somewhat agree 30 85.7%
Neutral 0 0
Somewhat Disagree 0 0
Disagree 0 0
Total 35 100%
Figure 4.16 shows the descriptive statistics of whether training program can help in developing
leadership and team work skills
33
35
30 30
25
20
15
10
5 5
0 0 0 0
Agree Somewhat Neutral Somewhat Disagree
agree Disagree
Interpretation
The above 35figure shows the descriptive statistics of whether training program can help in
developing leadership and team work skills. Out of 35 respondents whom the response has to be
collected, 30(86%) have somewhat agree and 5(14%) have agreed that the training program has
helped the employees in developing leadership and ream work skills,
17. Can Training and development program help the management in Identifying,
Analyzing and Plan changes in Banks HR area?
Table 4.17 shows the descriptive statistics of whether Training and development program help the
management in Identifying, Analyzing and Plan changes in Banks HR area.

Yes 30 85.7%
No 5 14.2%
Total 35 100%
Figure 4.17 shows the descriptive statistics of whether Training and development program help
the management in Identifying, Analyzing and Plan changes in Banks HR area.
34
Interpretation
The above Table shows the descriptive statistics of whether Training and development program
help the management in Identifying, Analyzing and Plan changes in Banks HR area. Out of 35
respondents from whom the respondents are to be collected, 30(86%) chosen YES and 5(14%)
chosen NO. Therefore, Training and development program do play an important role in Bank’s
HR area.
18. Are you satisfied with the Effectiveness of training and development Program?
Table 4.18 shows the descriptive statistics of whether the employees are satisfied with the
effectiveness of training and development program.

Excellent 0 0
Good 32 91.4%
Average 3 8.5%
Below average 0 0
Poor 0 0
Total 35 100%
35
Figure 4.18 shows the descriptive statistics of whether the employees are satisfied with the
effectiveness of training and development program.
Excellent Good Average Below average Poor
Interpretation
Table shows the descriptive statistics of whether the employees are satisfied with the effectiveness
of training and development program. So out of 35 respondents, 32(91%) has chosen Good and
3(9%) chosen Average. Which means most of employees are satisfied with effectiveness of
training and development program.
19. Do you think that the feedback can evaluate the effectiveness of training and
development program?
Table 4.19 shows the descriptive statistics of whether the employees think that the feedback can
evaluate the effectiveness of T&D program.

Yes 25 71.4%
No 10 28.5%
36
Total 35 100$
Figure 4.19 shows the descriptive statistics of whether the employees think that the feedback can
evaluate the effectiveness of T&D program.
Yes No
Interpretation
The above figure shows the descriptive statistics of whether the employees think that the feedback
can evaluate the effectiveness of T&D program. Out of 35 respondents 25(71%) have chosen YES
and 10(29%) has chosen NO. Therefore, 71% of employees felt like feedback has helped in
evaluating the effectiveness of T & D program.
20. Did you receive any training certificate once the training program is successfully
completed?
Table 4.20 shows the descriptive statistics of whether the employees has received any certificates
after the completion of the T & D program

Yes 33 94.2%
No 2 5.7%
Total 35 100%
37
Figure 4.20 shows the descriptive statistics of whether the employees has received any certificates
after the completion of the T & D program
100.00%
90.00%
80.00%
70.00%
60.00%
50.00%
40.00%
30.00%
20.00%
10.00%
0.00%
Yes No
Interpretation
The above figure shows the descriptive statistics of whether the employees has received any
certificates after the completion of the T & D program. Out of 35 respondents 33(94%) have
received certificate after the completion of the project and 2(6%) has only not received any
certificate on the completion of the training program.
38
CHAPTER V
FINDINGS & SUGGESTIONS
39
FINDINGS
1. Survey was conducted and out of 35 respondents from whom responses were been
collected 19 (54 %) are male and 16 (46%) are Female.
2. Around 77% of respondents were belongs to the age group of 20-30
3. During the study it is found that 90% of the respondents strongly agree to the fact that
training and development program has helped each individual employees in acquiring
skills and technical knowledge.
4. 100% that is 35 respondents believe that the training and development program is
compulsory for every organization.
5. Most of the employees are well aware about the importance of the training program and
the need in the organization
6. The study has also found out around 90% of the respondents have got their training
program after every 3 months duration.
7. 71% of employees respond that the bank provides both methods of training that is On the
job training and Off the job training for their employees.
8. Most of the employees prefer both methods of training- on the job method and off the job
method and also various other methods are also been used in the training program.
40
9. The study has also showed that most of the employees have faced an increase in their
level of motivation level and became more productive with the help of the training and
development program.
10. 100% of employees agree and satisfied to the fact that the training program provided to
them is helping in increasing their motivation level.
11. 86% of employees have agreed that training and development program do play an
important role in Bank’s HR area.
12. 91% of responses from the respondents agree that there is effectiveness from the training
and development program been provided by the bank.
13. Around 86% of respondents have mentioned that these training program has helped them
in improving their leadership skills, communication skills, and also it helped in increasing
their confidence level too.
14. Out of 35 respondents, 86% responses mentioned that the training program include special
challenges faced by managers and or officer in their bank.
15. Training and development program that is been conducted in bank has helped many
employees to improve their employee- employer relationships.
16. Around 70% of the participants are benefitted by giving feedback after attended the
training and it also motivated them to perform better and more productive.
41
SUGGESTIONS
I would like to suggests that,
1. Attitude plays a vital factor which is actually deciding the point between failure and
success. Thus, training and development program should take initiative in molding the
employees not only on skills and motivation but also the attitude of the employees
2. Training programme could be more concentrated on improving job knowledge of the
employees.
3. Bonus can be given to the employees on the basis of the employee’s performance.
4. Organization should provide adequate resources for the training and development
program
5. The training program records must be maintained and updated timely.
6. New and different trainers should be invited so the employees will be able to get a good
result from the programme.
7. Proper care should be taken when the trainers are selected.
8. Training needs should be frequently evaluated by monitoring employee performance and
feedback as well.
******
42
CHAPTER VI
CONCLUSION
43
CONCLUSION
Training and development program plays a vital role in banking sector. Banks provides required
training programme to strengthen their skills and technical knowledge. One of the reasons for the
growth of the banking sector in India is the skilled labour force which is because of the help of
training and development programme that is been given to the employees. In this study, with the
help of questionnaire it was understood that most of the employees are well aware about the
importance and need of training and development programmme in the organization. Most of the
employee also agrees to the fact that the training programme has helped each individual in
improving their skills as well as technical knowledge in performing their job more productive.
This study was conducted with help of Survey forms through online platform for collecting
primary data from the employees of ICICI Bank. Data was analyzed and interpreted with the help
of data analytical tool which is been used widely for the purpose of data analysis that is percentage
analysis. With the help of this tool, it was very flexible and accurate way understanding the facts
that is been collected.
According to the study, it was clearly understood that the employees were really concern about
their performance in their work space and also trying various methods for bringing up
improvements. Employees are well aware about the fact that in every organization there is a need
of training and development program for bringing up improvement in order to have more
productive performance for the betterment of the organization.
*******
44
REFERENCES
• Hossain A (2014), An Overview on Effective Employee Training Systems of Private Sector

Commercial Banks in Bangladesh, International Journal of Ethnic and Social Studies;2:
34-44.
• Megharaja (2014), The Effectiveness of Training and Development in banking sector: A
study of state Bank of India, International Journal of Business and Economics
Research;2:152-158.
• Akilandeswari P and Jayalakshmi (2014), A study on Effectiveness of Training in Indian
Banks, International Journal of Recent Advances in Organizational Behaviour and
Decision Sciences; 1: 44- 50
• Hameed S.S, Rajinikanth. J and Mohanraj. P (2014), A Conceptual Study on Training and
Development Programs of Bank Employees, International Journal of Advance Research in
Computer cience And Management Studies;2: 80-85
• Scholar, R., PTU, & Jalandhar. (n.d.). A Study of Effectiveness of Training &
Development Programmeon Bank Employees Performance. International Journal of
Advanced Research, 4(4), 446–451.
• Ijarcsms.com, I. J. of A. R. in C. S. and M. S. [IJARCSMS]. (n.d.). A Conceptual Study on
Training and Development Programs of Bank Employees. Www.academia.edu.
• Athar R and Shah M F (2015), Impact of Training on Employee Performance (Banking
Sector Karachi), International Organization of Scientific Research-Journal of Business and
Management;17:, 58-67
• The Influence of Training and Development on Employee Retention: Empirical Evidence
from Banking Industry in Tanzania. (2020). International Journal of Political Science, 6(1).
(n.d.). Citeseerx.ist.psu.edu. Retrieved June 19, 2021, from
https://citeseerx.ist.psu.edu/viewdoc/download?doi=10.1.1.407.7115&rep=rep1&type=pd
f
45
QUESTIONNAIRE
46
QUESTIONNAIRE
TOPIC: A STUDY ON THE EFFECTIVENESS OF TRAINING AND DEVELOPMENT

AT ICICI BANK
Dear respondent,
As part of my MBA final year project, I would like to collect data on my project that studies
the effectiveness of training and development at ICICI bank. I would be thankful to the
valuable contribution you make towards my project.
Name
…………………………………………………………………………..
Your Designation
…………………………………………………………………………….
Gender
o Male
o Female
o Others
1. Age
o 20 - 30
o 30 - 40
o 40 - 50
o Others
47
2. How would you rate the training and development program provided by your bank?
o Very satisfied
o Satisfied
o Neutral
o Not satisfied
o Very dissatisfied
3. Do you feel training program is compulsory for the employees?

o Yes
o No
4. What kind of Training methods do you prefer?

o On the Job Methods
o Off the Job Methods
o Both
5. Does the Induction Training is a well-planned process in the Bank?

o Strongly agree
o Agree
o Neutral
o Disagree
o Strongly disagree
48
6. What kind of Training methods does the bank provide to train the employees?
o On the Job Method
o Off the Job Method
o Audio Visuals
o Lectures
o All the Above
7. Training is must for enhancing Productivity and Performance?

o Agree
o Somewhat agree
o Neutral
o Somewhat disagree
o Disagree
8. Does Training help to improve Employee - Employer Relationships?

o Yes
o No
9. How often the Training Program are conducted in your bank?

o Every Month
o Every Quarter
o Half Yearly
o Once in a year
10. Does Training help to Increase the motivation level of Employees?

o Yes
o No
49
11. Does Training enable Employees more productive?

o Yes
o No
12. Are you satisfied with the present method of selection of candidates for Training?
o Yes
o No
13. Does the Training Program include special challenges faced by managers and or officers?
o Yes
o No
14. . Does the Training Program enable the employees to be accountable and authoritative in
making decisions?
o Yes
o No
15. . Training program can help in developing leadership and team work skills?
o Agree
o Somewhat agree
o Neutral
o Somewhat disagree
o Disagree
16. Can Training and development program help the management in Identifying, Analyzing
and Plan changes in Banks HR area?
o Yes
o No
50
17. Are you satisfied with the Effectiveness of training and development Program?
o Excellent
o Good
o Average
o Below average
o Poor
18. . Do you think that the feedback can evaluate the effectiveness of training and development
program?
o Yes
o No
19. Did you receive any training certificate once the training program is successfully
completed?
o Yes
o No
20. What are the achievements that you have been obtained from the training program?
………………………………………………………………………………………………………
………………………………………………………………………………………………………
~~~~~~~~ Thank you for your valuable time in completing the questionnaire~~~~~~~~~
51

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A STUDY ON EFFECTIVENESS OF TRAINING AND

DEVELOPMENT IN ICICI BANK

MAHATMA GANDHI UNIVERSITY, KOTTAYAM

In partial fulfillment of the requirements for the award of the degree of

MASTER OF BUSINESS ADMINISTRATION

ANITHA ANN MATHEW

Reg. No: 121908

Under the guidance of

DR. SIBY ZACHARIAS

SCHOOL OF MANAGEMENT AND BUSINESS STUDIES

MAHATMA GANDHI UNIVERSITY, KOTTAYAM

This is to certify that the project entitled A STUDY ON EFFECTIVENESS OF TRAINING

HEAD OF DEPARTMENT FACULTY GUIDE

This is to certify that this “A STUDY ON EFFECTIVENESS OF TRAINING AND

Place: Kottayam Dr. Siby Zacharias

Date: 1/07/2021 Professor

Place: Athirampuzha ANITHA ANN MATHEW

ANITHA ANN MATHEW

S.NO TOPIC PAGE NO.

2 CHAPTER II- LITERATURE REVIEW 8

3.3 DEFINITION OF RESEARCH METHODOLOGY

3.5 RESEARCH DESIGN

3.6 SOURCES OF DATA

3.7 SAMPLE DESIGN

3.8 TOOL USED FOR ANALYSIS

4 CHAPTER IV – DATA ANALYSIS AND INTERPRETATION 15

5 CHAPTER V- FINDINGS AND SUGGESTIONS 39

6 CHAPTER VI - CONCLUSION 43-44

BACKGROUND OF THE STUDY

SIGNIFICANCE OF THE STUDY

OBJECTIVES OF THE STUDY

To find out the Effectiveness of training and development in ICICI bank.

• To understand the methods used in the process of training and development

SCOPE OF THE STUDY

LIMITATION OF THE STUDY

Industry Banking, financial services

HISTORY OF ICICI BANK

VISION AND MISSION OF ICICI BANK

ICICI Bank's competitors

P. Akilandeswari and Jayalakshmi (2014), Conducted a study on the effectiveness of training in

Esha (2016), Conducted a Study of Effectiveness of Training & Development Programme on

Megharaja (2014), conducted a study on the Effectiveness of Training and Development in

Research is a systematic process of collecting, analyzing, and interpreting information (data) in

MEANING OF RESEARCH METHODOLOGY

DEFINITION OF RESEARCH METHODOLOGY

To find out the Effectiveness of training and development in ICICI bank.

• To understand the methods used in the process of training and development

Sampling is a process used in statistical analysis in which a predetermined number of observations

Sampling Frame & Study Area: ICICI Bank

TOOL USED FOR ANALYSIS

DATA ANALYSIS AND INTERPRETATION

Percentage = Number of Respondents /Total Number of Respondents *100

Table showing the descriptive statistics of the demographic variable – Gender

PARTICULARS FREQUENCY PERCENT

Figure showing the descriptive statistics of the demographic variable – Gender

PARTICULARS FREQUENCY PERCENT

PARTICULARS FREQUENCY PERCENT

RATING OF TRAINING &

Very Satisfied Satisfied Neutral Not satisfied Very dissatisfied

4. Do you feel training program is compulsory for the employees?

PARTICULARS FREQUENCY PERCENT

5. What kind of Training methods do you prefer?

PARTICULARS FREQUENCY PERCENT

On the job methods Off the job methods Both