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Submitted by M.J.VIDHYAA II YEAR MBA INC KEELKATTALAI
Under the Guidance of DR.J.GAYATRI FACULTY GUIDE INC KEELKATTALAI
ICFAI National college, KEELKATTALAI
(Certificate from Faculty Supervisor)
Table of contents
Chapter 1: Introduction
07 - 33
1.1 Overview of banking Industry 1.2 Company Profile 1.3 Research objective 1.4 Review of literature 1.5 Key Words Chapter 2: Research Methodology 2.1 Sampling Design 2.2 Pilot Study 2.3 Research Methodology 2.4 Limitations of the Study Chapter 3: Data Analysis and Interpretation Chapter 4: Findings, Recommendations and Conclusion Chapter 5: Appendices
7 13 31 31 32 34 – 37 35 36 37 37 38 - 81 82 - 85 86 - 91
I am grateful to thank our Campus Head MR.R.Srinivasan for giving me this great opportunity to do my project. I also extent my thanks to.Dr.J.Gayatri, faculty guide who has given me moral support to do my project work. I also extend my thankfulness to my beloved parents and friends for their continuous encouragement at every moment.
I assure that this project is unique and has not been reproduced or copied from any other soures.J.VIDHYAA) (7NBCT011) Faculty Guide 4 .DECLARATION I here by declare that the project entitled “A Comparative study of customer services in ICICI and SBI” has been completed by me. (M.
INTRODUCTION 5 .
1. Currently. the Reserve Bank was nationalized and given broader powers. They have a combined network of over 53. In 1969 the government nationalized the 14 largest commercial banks. they may be publicly listed and traded on stock exchanges) and 31 foreign banks. After India's independence in 1947. which originated in the Bank of Calcutta in June 1806. and the Bank of Hindustan. which started in 1786. both of which are now defunct. The oldest bank in existence in India is the State Bank of India.1 OVERVIEW OF THE BANKING INDUSTRY: Ba nking in India originated in the last decades of the 18th century.000 ATMs. Early history: Banking in India originated in the last decades of the 18th century.2% and 6. a government-owned bank that traces its origins back to June 1806 and that is the largest commercial bank in the country. 6 . with the private and foreign banks holding 18. According to a report by ICRA Limited.000 branches and 17. which in 1935 formally took over these responsibilities from the then Imperial Bank of India. the public sector banks hold over 75 percent of total assets of the banking industry. The oldest bank in existence in India is the State Bank of India. relegating it to commercial banking functions. The first banks were The General Bank of India.27 public sector banks (that is with the Government of India holding a stake). the government nationalized the six next largest in 1980. 29 private banks (these do not have government stake. a rating agency.5% respectively. Central banking is the responsibility of the Reserve Bank of India. India has 88 scheduled commercial banks (SCBs) .
The Comptoire d'Escompte de Paris opened a branch in Calcutta in 1860. Calcutta was the most active trading port in India. The three banks merged in 1925 to form the Imperial Bank of India. particularly in Calcutta. Subsequently. all three of which were established under charters from the British East India Company. and the social. in the 1860s. banking in India remained the exclusive domain of Europeans for next several decades until the beginning of the 20th century. most of which served particular ethnic and religious 7 . which. the Indian economy was passing through a relative period of stability. most of the banks opened in India during that period failed. upon India's independence. the other two being the Bank of Bombay and the Bank of Madras. and so became a banking center. Around the turn of the 20th Century. then a French colony. Indians had established small banks. became the State Bank of India. and another in Bombay in 1862. is the oldest Joint Stock bank in India. industrial and other infrastructure had improved. established in 1865 and still functioning today. Foreign banks too started to arrive.which almost immediately became the Bank of Bengal. mainly due to the trade of the British Empire. The Allahabad Bank. promoters opened banks to finance trading in Indian cotton. The depositors lost money and lost interest in keeping deposits with banks. With large exposure to speculative ventures. This was one of the three presidency banks. as did their successors. For many years the Presidency banks acted as quasi-central banks. Around five decades had elapsed since the Indian Mutiny. Indian merchants in Calcutta established the Union Bank in 1839. but it failed in 1848 as a consequence of the economic crisis of 1848-49. When the American Civil War stopped the supply of cotton to Lancashire from the Confederate States. followed. branches in Madras and Pondicherry.
Sardar Dyal Singh Majithia. The Swadeshi movement in particular inspired local businessmen and political figures to found banks of and for the Indian community. Punjab National Bank is the first Swadeshi Bank founded by the leaders like Lala Lajpat Rai.communities. A number of banks established then have survived to the present such as Bank of India. Indian joint stock banks were generally under capitalized and lacked the experience and maturity to compete with the presidency and exchange banks.Four nationalised banks started in this district and also a leading private sector bank. concentrated on financing foreign trade. We are like some old fashioned sailing ship. The exchange banks. Canara Bank and Central Bank of India. This segmentation let Lord Curzon to observe. Indian Bank. Hence undivided Dakshina Kannada district is known as "Cradle of Indian Banking". divided by solid wooden bulkheads into separate and cumbersome compartments. the market expanded with the establishment of banks such as Punjab National Bank." By the 1900s. Corporation Bank.both of which were founded under private ownership. mostly owned by Europeans.The fervour of Swadeshi movement lead to establishing of many private banks in Dakshina Kannada and Udupi district which were unified earlier and known by the name South Canara ( South Kanara ) district. "In respect of banking it seems we are behind the times. in Mumbai . Bank of Baroda. All these banks operated in different segments of the economy. The presidency banks dominated banking in India but there were also some exchange banks and a number of Indian joint stock banks. in 1906. From World War I to Independence: The period during the First World War (1914-1918) through the end of the Second 8 . in 1895 in Lahore and Bank of India.
World War (1939-1945). Lakhs) 35 109 5 4 25 1 Post-independence: The partition of India in 1947 adversely impacted the economies of Punjab and West Bengal. At least 94 banks in India failed between 1913 and 1918 as indicated in the following table: Year s 1913 1914 1915 1916 1917 1918 Number of banks that failed 12 42 11 13 9 7 Authorized capital (Rs. Lakhs) 274 710 56 231 76 209 Paid-up Capital (Rs. The years of the First World War were turbulent. paralyzing banking activities for months. The 9 . and two years thereafter until the independence of India were challenging for Indian banking. India's independence marked the end of a regime of the Laissez-faire for the Indian banking. and it took its toll with banks simply collapsing despite the Indian economy gaining indirect boost due to war-related economic activities.
This changed with the nationalization of major banks in India on 19 July. the Banking Regulation Act was enacted which empowered the Reserve Bank of India (RBI) "to regulate. Indira Gandhi. despite these provisions. The major steps to regulate banking included: In 1948. and no two banks could have common directors. and inspect the banks in India. was nationalized. Thereafter. her move was swift and sudden. However. the Reserve Bank of India. Jayaprakash Narayan. India's central banking authority. the-then Prime Minister of India expressed the intention of the GOI in the annual conference of the All India Congress Meeting in a paper entitled "Stray thoughts on Bank Nationalization.Government of India initiated measures to play an active role in the economic life of the nation. continued to be owned and operated by private persons. 1969. and the Industrial Policy Resolution adopted by the government in 1948 envisaged a mixed economy. control. a national leader of 10 . and the GOI issued an ordinance and nationalized the 14 largest commercial banks with effect from the midnight of July 19. 1969. and it became an institution owned by the Government of India. and a debate has ensued about the possibility to nationalize the banking industry." The paper was received with positive enthusiasm. banks in India except the State Bank of India." The Banking Regulation Act also provided that no new bank or branch of an existing bank could be opened without a license from the RBI. At the same time. it has emerged as a large employer. This resulted into greater involvement of the state in different segments of the economy including banking and finance. control and regulations. In 1949. Nationalization: By the 1960s. the Indian banking industry has become an important tool to facilitate the development of the Indian economy.
closer to the average growth rate of the Indian economy. licensing a small number of private banks. These came to be known as New Generation tech-savvy banks. Liberalization: In the early 1990s. namely." Within two weeks of the issue of the ordinance. until the 1990s. the Parliament passed the Banking Companies (Acquisition and Transfer of Undertaking) Bill. The stated reason for the nationalization was to give the government more control of credit delivery. Later on. the then Narsimha Rao government embarked on a policy of liberalization. which has seen rapid growth with strong contribution from all the three sectors of banks. government banks. the nationalized banks grew at a pace of around 4%. along with the rapid growth in the economy of India. revitalized the banking sector in India. and included Global Trust Bank (the first of such new generation banks to be set up). in the year 1993. ICICI Bank and HDFC Bank. which later amalgamated with Oriental Bank of Commerce. Chidambaram. including Home minister P. described the step as a "masterstroke of political sagacity. This move. private 11 . 1969.India. With the second dose of nationalization. A second dose of nationalization of 6 more commercial banks followed in 1980. It was the only merger between nationalized banks and resulted in the reduction of the number of nationalized banks from 20 to 19. and it received the presidential approval on 9 August. the GOI controlled around 91% of the banking business of India. the government merged New Bank of India with Punjab National Bank. UTI Bank(now re-named as Axis Bank). The nationalized banks were credited by some. to have helped the Indian economy withstand the global financial crisis of 2007-2009. After this.
Bankers. with minimal pressure from the government. The new wave ushered in a modern outlook and tech-savvy methods of working for traditional banks.All this led to the retail boom in India.Go home at 4) of functioning. The stated policy of the Bank on the Indian Rupee is to manage volatility but without any fixed exchange rate-and this has mostly been true.banks and foreign banks. strong and transparent balance sheets relative to other banks in comparable economies in its region. mortgages and investment services are expected to be strong. With the growth in the Indian economy expected to be strong for quite some timeespecially in its services sector-the demand for banking services. Indian banks are considered to have clean. product range and reach-even though reach in rural India still remains a challenge for the private sector and foreign banks. The new policy shook the Banking sector in India completely. were used to the 4-6-4 method (Borrow at 4%. In terms of quality of assets and capital adequacy. One may also expect M&As. This is the first time 12 . especially retail banking. till this time. the Reserve Bank of India allowed Warburg Pincus to increase its stake in Kotak Mahindra Bank (a private sector bank) to 10%. The next stage for the Indian banking has been setup with the proposed relaxation in the norms for Foreign Direct Investment. Currently (2007).Lend at 6%. takeovers. banking in India is generally fairly mature in terms of supply. and asset sales. People not just demanded more from their banks but also received more. In March 2006. The Reserve Bank of India is an autonomous body. where all Foreign Investors in banks may be given voting rights which could exceed the present cap of 10%.at present it has gone up to 49% with some restrictions.
2 Company Profile of SBI: State Bank of India (SBI) is India's largest commercial bank. In recent years critics have charged that the non-government owned banks are too aggresive in their loan recovery efforts in connection with housing. vehicle and personal loans.an investor has been allowed to hold more than 5% in a private sector bank since the RBI announced norms in 2005 that any stake exceeding 5% in the private sector banks would need to be vetted by them. There are press reports that the banks' loan recovery efforts have driven defaulting borrowers to suicide. SBI has a vast domestic network of over 9000 branches (approximately 14% of all bank branches) and commands one-fifth of deposits and loans of all scheduled commercial banks 13 . 1.
credit cards and insurance. In 1955. factoring services. the controlling interest in the Imperial Bank of India was acquired by the Reserve Bank of India and the State Bank of India (SBI) came into existence by an act of Parliament as successor to the Imperial 14 Bank of India. The State Bank Group includes a network of eight banking subsidiaries and several non-banking subsidiaries offering merchant banking services. the Bank of Bengal and two other Presidency banks (Bank of Madras and Bank of Bombay) were amalgamated to form the Imperial Bank of India. .in India. primary dealership in government securities. In 1921. The eight banking subsidiaries are: 1-State Bank of Bikaner and Jaipur (SBBJ) 2-State Bank of Hyderabad (SBH) 3-State Bank of India (SBI) 4-State Bank of Indore (SBIR) 5-State Bank of Mysore (SBM) 6-State Bank of Patiala (SBP) 7-State Bank of Saurashtra (SBS) 8-State Bank of Travancore (SBT) The origins of State Bank of India date back to 1806 when the Bank of Calcutta (later called the Bank of Bengal) was established. fund management.
Today, State Bank of India (SBI) has spread its arms around the world and has a network of branches spanning all time zones. SBI's International Banking Group delivers the full range of cross-border finance solutions through its four wings - the Domestic division, the Foreign Offices division, the Foreign Department and the International Services division.
State Bank of India (SBI) (LSE: SBID) is the largest bank in India. If one measures by the number of branch offices and employees, SBI is the largest bank in the world. Established in 1806 as Bank of Calcutta, it is the oldest commercial bank in the Indian subcontinent. SBI provides various domestic, international and NRI products and services, through its vast network in India and overseas. With an asset base of $126 billion and its reach, it is a regional banking behemoth. The government nationalized the bank in 1955, with the Reserve Bank of India taking a 60% ownership stake. In recent years the bank has focused on three priorities, 1), reducing its huge staff through Golden handshake schemes known as the Voluntary Retirement Scheme, which saw many of its best and brightest defect to the private sector, 2), computerizing its operations and 3), changing the attitude of its employees (through an ambitious programme aptly named 'Parivartan' which means change) as a large number of employees are very rude to customers.
The State Bank of India traces its roots to the first decade of 19th century, when the Bank of Calcutta, later renamed the Bank of Bengal, was established on 2 June 1806. The government amalgamated Bank of Bengal and two other Presidency
banks, namely, the Bank of Bombay (incorporated on 15 April 1840) and the Bank of Madras on 27 January 1921, and named the reorganized banking entity the Imperial Bank of India. All these Presidency banks had been incorporated as joint stock companies, and were the result of the royal charters. The Imperial Bank of India continued as a joint stock company. Until the establishment of a central bank in India the Imperial Bank and its early predecessors served as India's central bank, at least in terms of issuing the currency. The State Bank of India Act 1955, enacted by the Parliament of India, authorized the Reserve Bank of India, which is the central banking organization of India, to acquire a controlling interest in the Imperial Bank of India, which was renamed the State Bank of India on 30 April 1955.
June 2, 1806: The Bank of Calcutta established. January 2, 1809: This became the Bank of Bengal. April 15, 1840: Bank of Bombay established. July 1, 1843: Bank of Madras established. 1861: Paper Currency Act passed. January 27, 1921: all three banks amalgamated to form Imperial Bank of India. July 1, 1955: State Bank of India formed; becomes the first Indian bank to be. 1959: State Bank of India (Subsidiary Banks) Act passed, enabling the State Bank of India to take over eight former State-associated banks as its subsidiaries. 1980s When Bank of Cochin in Kerala faced a financial crisis, the government merged it with State Bank of India. June 29, 2007: The Government of India today acquired the entire Reserve Bank of India (RBI) shareholding in State Bank of India (SBI), consisting of
over 314 million equity shares at a total amount of over 355 billion rupees.
There are seven other associate banks that fall under SBI. They all use the "State Bank of" name followed by the regional headquarters' name. These were originally banks belonging to princely states before the government nationalized them in 1959. In tune with the first Five Year Plan, emphasizing the development of rural India, the government integrated these banks with the State Bank of India to expand its rural outreach. The State Bank group refers to the seven associates and the parent bank. All the banks use the same logo of a blue keyhole. Currently, the group is merging all the associate banks into SBI, which will create a "mega bank", and one hopes, streamline operations and unlock value.
State Bank of Bikaner & Jaipur State Bank of Hyderabad State Bank of Indore State Bank of Mysore State Bank of Patiala State Bank of Saurashtra State Bank of Travancore
State Bank of India is present in 32 countries, where it has 84 offices serving the international needs of the bank's foreign customers, and in some cases conducts retail operations. The focus of these offices is India-related business.
A 18 .K.S. U.SBI has branches in these countries: The Israeli branch Australia Bahrain Bangladesh Belgium Canada Dubai France Germany Hong Kong Israel Japan People's Republic of China Republic of Maldives Singapore South Africa Sri Lanka Sultanate of Oman The Bahamas U.
India location. most notably during Chandra Shekhar's tenure as Prime Minister of India. The State Bank of India has had steady growth over its history. though the Harshad Mehta scam in 1992 marred its image. It is the only Indian bank to feature in the top 100 world banks in the Fortune Global 500 rating and various other rankings. the bank has sought to expand its overseas operations by buying foreign banks. Following its arch-rival ICICI Bank. The bank has the largest ATM network in the country having more than 5600 ATMs . urban and semi-urban branches under its Core Banking System (CBS). State Bank of India has often acted as guarantor to the Indian Government. 19 . SBI has these wholly owned subsidiaries and joint ventures: Nepal State Bank Limited SBI Mauritius Indian Ocean International Bank (Mauritius) SBI Canada SBI California Growth: Mumbai.Subsidiaries and Joint Ventures: In addition to the foreign branches above. the SBI has extensive coverage. with over 4500 branches being incorporated so far. State Bank of India has electronically networked most of its metropolitan. With more than 9400 branches and a further 4000+ associate bank branches. In recent years. According to the Forbes 2000 listing it tops all Indian companies.
20. The new infrastructure has enabled the bank to further grow its ATM network with plans to add another 3. The new infrastructure serves as the bank's backbone. such as the IP telephone network.000 branches have been covered. carrying all applications. The first and the second phases of the project have already been completed and the third phase is still in progress. In 2007 it moved up to 495. As per fortune 500-2007 following are the data for SBI in $ million. Vol. Ltd . Stockholders' Equity 9.547. Assets 187. 2007 SBI has 7236 ATMs.Bancassurance (Life Insurance) SBI Funds Management Pvt Ltd SBI Canada IT Initiatives: According to PM Network (December 2006. Profits 1. No.119.Fortune Global 500 Ranking – 2007: SBI debuted in the Fortune Global 500 at 498 in 2006. As of December 2006.600.3.000 domestic and 70 foreign offices and branches.407. 12). State Bank of India launched a project in 2002 to network more than 14.4. ATM network.2 Group companies: SBI Capital Markets Ltd SBI Mutual Fund (A Trust) SBI Factors and Commercial Services Ltd SBI DFHI Ltd SBI Cards and Payment Services Pvt Ltd SBI Life Insurance Co. As of September 20. Internet banking and internal e-mail.000 by the end of 2007 raising the total number to 8. over 10. Revenues 15.786. 20 .1.
Corporate Details: This site provides comprehensive information on State Bank of India or SBI Bank. State Bank of India is India's largest bank amongst all public and private sector banks operating in India. State Bank of India is actively involved since 1973 in non-profit activity called Community Services Banking. the premier Nationalized Indian Bank. State Bank of India owns and operates the following subsidiaries and Joint Ventures – State Bank Of India Credit Card State Bank Of India Online State Bank Of India USA State Bank Of India Services State Bank Of India Mutual Funds State Bank Of India Branch State Bank Of India NRI Account Banking Subsidiaries: State Bank of Bikaner and Jaipur (SBBJ) State Bank of Hyderabad (SBH) State Bank of Indore (SBI) State Bank of Mysore (SBM) State Bank of Patiala (SBP) State Bank of Saurashtra (SBS) State Bank of Travancore (SBT) 21 .
banking Subsidiaries. Activities: State Bank of India administrative structure is well equipped to oversee the large network of branches in India and abroad. The State Bank of India 14 Local Head Offices and 57 Zonal Offices are located at important cities spread throughout the country. (SBICPSL) Joint ventures: SBI Life Insurance Company Ltd (SBI LIFE). 22 . Lagos. The Corporate Accounts Group is a Strategic Business Unit of the Bank set up exclusively to fulfill the specialized banking needs of top corporate in the country. SBI Capital Markets Ltd (SBICAP) SBI Funds Management Pvt Ltd (SBI FUNDS) SBI DFHI Ltd (SBI DFHI) SBI Factors and Commercial Services Pvt Ltd (SBI FACTORS) SBI Cards & Payments Services Pvt. State Bank of India has 52 foreign offices in 34 countries across the globe. State Bank of India (Canada). State Bank of India (California). Ltd. INMB Bank Ltd. Non. The main activities of are into Personal Banking.Foreign Subsidiaries: State bank of India International (Mauritius) Ltd.
Corporate. Foreign Inward Remittances. State Bank of India offers the following services to its customers Domestic Treasury. Agriculture. Gift Cheques. Safe Deposit Lockers. 23 . E-Pay. SBI Vishwa Yatra Foreign Travel Card. It caters not only to the employees of State Bank of India but also other banks/establishments in India and abroad. ATM Services. Broking Services Revised Service Charge. State Bank of India has Colleges/Institutes/Training Centers that are the seats of learning and research and development. RBIEFT.NRI Services. Domestic Treasury. Moreover. International. MICR Codes. E-Rail. SME. Internet Banking.
Bhatt. P.83 crore for the financial year 2006 -07. Shri O. Organization: State Bank of India is headed by Mr.38 crore or the financial year 2006 -07. Chairman. State Bank of India has posted Net Income to the tune of Rs 6364.Performance: SBI Bank India had Total Income of Rs 68376. 24 .
and was its wholly-owned subsidiary. an equity offering in the form of ADRs listed on the NYSE in fiscal 2000. Hong Kong. branches in United States. 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 (NYSE).849. Bangladesh. Thailand. ICICI Bank's acquisition of Bank of Madura Limited in an all-stock amalgamation in fiscal 2001. Our UK subsidiary has established branches in Belgium and Germany. The Bank has a network of about 1.Company Profile of ICICI: ICICI Bank is India's second-largest bank with total assets of Rs. The Bank currently has subsidiaries in the United Kingdom. 2008 and profit after tax Rs. and secondary market sales by ICICI to institutional investors in 25 .42 billion for the half year ended September 30. life and non-life insurance. Malaysia and Indonesia. China. 3. South Africa. ICICI's shareholding in ICICI Bank was reduced to 46% through a public offering of shares in India in fiscal 1998. Russia and Canada. 2008. an Indian financial institution. History: ICICI Bank was originally promoted in 1994 by ICICI Limited. Bahrain. Qatar and Dubai International Finance Centre and representative offices in United Arab Emirates. venture capital and asset management. 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. Sri Lanka.400 branches and 4.70 billion (US$ 82 billion) at September 30. Singapore. 17.530 ATMs in India and presence in 18 countries.
higher market share in various business segments. 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. both directly and through a number of subsidiaries and affiliates like ICICI Bank.fiscal 2001 and fiscal 2002. the Boards of Directors of ICICI and ICICI Bank approved the merger of ICICI and two of its whollyowned retail finance subsidiaries. In 1999. ICICI was formed in 1955 at the initiative of the World Bank. ICICI become the first Indian company and the first bank or financial institution from non-Japan Asia to be listed on the NYSE. particularly fee-based services. with ICICI Bank. greater opportunities for earning fee-based income and the ability to participate in the payments system and provide transaction-banking services. The merger was approved by shareholders of ICICI and ICICI Bank in January 2002. The principal objective was to create a development financial institution for providing medium-term and long-term project financing to Indian businesses. ICICI Personal Financial Services Limited and ICICI Capital Services Limited. In October 2001. seamless access to ICICI's strong corporate relationships built up over five decades. entry into new business segments. After consideration of various corporate structuring alternatives in the context of the emerging competitive scenario in the Indian banking industry. and access to the vast talent pool of ICICI and its subsidiaries. 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. and would create the optimal legal structure for the ICICI group's universal banking strategy. the Government of India and representatives of Indian industry. In the 1990s. by the High Court of 26 . and the move towards universal banking. The merger would enhance value for ICICI Bank shareholders through a large capital base and scale of operations. The merger would enhance value for ICICI shareholders through the merged entity's access to low-cost deposits.
Gujarat at Ahmadabad in March 2002. 22 regional offices and 49 regional processing centres. and 27 . ICICI Bank offers a wide range of banking products and financial services to corporate and retail customers through a variety of delivery channels and specialised subsidiaries and affiliates in the areas of investment banking. The Bank is expanding in overseas markets and has the largest international balance sheet among Indian banks. and its ADRs on the New York Stock Exchange (NYSE). venture capital and asset management. Hong Kong and Sri Lanka. and 24 million customers (at the end of July 2007).399 branches. . life and non-life insurance. offshore banking units in Bahrain and Singapore. This includes wholly owned subsidiaries in Canada. Russia and the UK. both wholesale and retail. have been integrated in a single entity. ICICI Bank has formulated a Code of Business Conduct and Ethics for its directors and employees. branches in Belgium. Mumbai and the National Stock Exchange of India Limited. about 4. (These data are dynamic.485 ATMs (at the end of September 2008).) ICICI Bank is also the largest issuer of credit cards in India. and by the High Court of Judicature at Mumbai and the Reserve Bank of India in April 2002. a network of over 1. an advisory branch in Dubai. Bank has total assets of about USD 100 billion (at the end of March 2008). Consequent to the merger. including an offshore unit in Mumbai. ICICI Bank now has wholly-owned subsidiaries. ICICI Bank (BSE: ICICI) (formerly Industrial Credit and Investment Corporation of India) is India's largest private sector bank in market capitalization and second largest overall in terms of assets. branches and representatives offices in 18 countries. ICICI Bank has got its equity shares listed on the stock exchanges at Kolkata and Vadodara. the ICICI group's financing and banking operations.
1956: ICICI declared its first dividend.29% increase in total income to Rs. the Bank is targeting the NRI (Non-Resident Indian) population in particular. 1967: ICICI made its first debenture issue for Rs. 1958: Mr. with the objective of creating a development financial institution for providing medium-term and long-term project financing to Indian businesses.31 crore in Q2 September 2008 over Q2 September 2007. Mr. Besides funding from World Bank and other multi-lateral agencies. 1969: The first two regional offices set up in Calcutta and Madras.5%.014.Ramaswami Mudaliar is elected as the first Chairman of ICICI Limited.G. 28 . 9. 1.15% rise in net profit to Rs. the United Arab Emirates and USA. Thailand. which was oversubscribed.representative offices in Bangladesh. 1960: ICICI building at 163. ICICI emerges as the major source of foreign currency loans to Indian industry. China. South Africa. inaugurated. ICICI was also among the first Indian companies to raise funds from international markets. Backbay Reclamation.712. ICICI reported a 1. 1955: The Industrial Credit and Investment Corporation of India Limited (ICICI) was incorporated at the initiative of World Bank. Malaysia.21 crore on a 1.L.Mehta appointed the second Chairman of ICICI Ltd. Overseas.A.6 crore. 1961: The first West German loan of DM 5 million from Kredianstalt obtained. the Government of India and representatives of Indian industry. Indonesia. of 3.
set up Credit Rating Information Services of India Limited. along with UTI. Nadkarni appointed the sixth Chairman of ICICI.1972: ICICI becomes the second entity in India to set up merchant banking services. 1986: ICICI became the first Indian institution to receive ADB Loans. H. Parekh appointed the third Chairman of ICICI. ICICI commences leasing business. James Raj appointed the fourth Chairman of ICICI. 29 . 1984: Mr. The Corporation made a public issue of Swiss Franc 75 million in Switzerland. 1985: Mr. 1982: ICICI became the first ever Indian borrower to raise European Currency Units. the first public issue by any Indian entity in the Swiss Capital Market. Mr. ICICI promotes Shipping Credit and Investment Company of India Limited. ICICI.Vaghul appointed the seventh Chairman and Managing Director of ICICI. 1977: ICICI sponsored the formation of Housing Development Finance Corporation and manages its first equity public issue. 1978: Mr. 1979: Mr. India's first professional credit rating agency. N. T. S.Siddharth Mehta appointed the fifth Chairman of ICICI.
30 ." ICICI Ltd.V.Kamath appointed the Managing Director and CEO of ICICI Ltd 1997 : ICICI Ltd was the first intermediary to move away from a single prime rate structure to a three-tier prime rates structure and introduced yield-curve-based pricing. The name "The Industrial Credit and Investment Corporation of India Ltd" changed to "ICICI Ltd. Morgan set up. K.India's first venture capital company. P. 1994: ICICI Bank set up. SCICI merged with ICICI Ltd. 1998: A new logo symbolizing the common corporate identity for the ICICI Group was introduced. 1988: Promoted TDICI . ICICI Asset Management Company set up. 1993: ICICI Securities and Finance Company Limited in joint venture with J. Mr. the first loan by CDC for financing projects in India. 1996: ICICI Ltd became the first company in the Indian financial sector to raise GDR.1987: ICICI signed a loan agreement for Sterling Pound 10 million with Commonwealth Development Corporation (CDC). announced the takeover of ITC Classic Finance. ICICI announced takeover of Anagram Finance.
31 . is inaugurated in Pune. 2000 : ICICI Bank became the first commercial bank from India to get its stock listed on the NYSE. ICICI becomes the first Indian company to get listed on the NYSE through an issue of American Depositary Shares. ICICI Bank announces merger with Bank of Madura. the first-ever permanent aggregation and display of housing projects in the county. with ICICI Bank. A 1. 2002: ICICI Ltd merged with ICICI Bank Ltd to create India’s second-largest bank in terms of assets. 2001: The Boards of ICICI Ltd and ICICI Bank approved the merger of ICICI Ltd.1999 : ICICI launched retail finance . a self-service banking centre and a first of its kind in India.car loans. ICICI Bank launched India’s first CDO (Collateralised Debt Obligation) Fund named Indian Corporate Collateralised Debt Obligation Fund (ICCDO Fund). launched in Pune.100-seat Call Centre for Customer Care by phone and e-mail was set up in Hyderabad. ICICI Bank Home Shoppe. ICICI assigned higher than "Sovereign" rating by Moody’s. ICICI Bank launched Private Banking. home loans and loans for consumer durables. "E-Lobby".
Kisan Loan Card and innovative. Mumbai. ICICI Bank became the market leader in retail credit in India. ICICI Bank introduced partnership model wherein ICICI Bank would forge an alliance with existing micro finance institutions (MFIs). Mobile banking service in India launched in association with Reliance Infocomm. India’s first multi-branded credit card with HPCL and Airtel launched. A subsidiary of ICICI Bank was set up in Canada. ICICI Bank announced the setting up of its first-ever offshore branch in Singapore.ATM-on-Wheels. The first offshore banking unit (OBU) at SEEPZ Special Economic Zone. a home loan product that offers the dual benefit of higher eligibility and affordability to a customer. launched in Mumbai. 2004: Max Money. was launched. ICICI Bank’s UK subsidiary launched. a pioneering initiative to encourage the contribution of Small and Medium Enterprises to the growth of the Indian economy. India’s first ever "Visa Mini Credit Card".2% stake in ICICI Bank. The MFI would undertake 32 . ICICI Bank opened its 500th branch in India. Temasek Holdings acquired 5. low-cost ATMs were launched in rural India. introduced. India’s first mobile ATM. 2003: The first Integrated Currency Management Centre launched in Pune. ICICI Bank and CNBC TV 18 announced India’s first ever awards recognizing the achievements of SMEs. Representative office set up in China. a credit card 43% smaller in dimensions was launched. ICICI Bank’s representative office inaugurated in Dubai.
a nationwide Golf tournament for high networth clients of the Private Banking division launched. 33 .m. the United States and Japan.m. Private Banking Masters 2005.8 billion in India. ICICI Bank and Visa jointly launched mChq – a revolutionary credit card on the mobile phone. Becomes the first Indian company to make a simultaneous equity offering of $1. ICICI Bank introduced 8 to 8 Banking wherein all the branches of the Bank would remain open from 8a. from Monday to Saturday. Hardoi. training and promoting the micro-finance clients and ICICI Bank would finance the clients directly on the recommendation of the MFI.the promotional role of identifying. 2005: First rural branch and ATM launched in Uttar Pradesh at Delpandarwa. ICICI Bank became the largest bank in India in terms of its market capitalization. This event is the largest domestic invitation amateur golf event conducted in India. "Free for Life" credit cards launched wherein annual fees of all ICICI Bank Credit Cards were waived off. Acquired IvestitsionnoKreditny Bank of Russia. ICICI Bank introduced the concept of floating rate for home loans in India. to 8 p.
34 . Introduced a new product . Representative offices opened in Thailand.000 crore (approx $5 billion) from domestic and international markets through a follow-on public offer. which becomes the largest bond offering by an Indian bank.ICICI Bank became the first private entity in India to offer a discount to retail investors for its follow-up offer. ICICI Bank subsidiary set up in Russia. Bhoomi puja conducted for a regional hub in Hyderabad. Andhra Pradesh. this became an effective delivery option for ICICI Bank’s microfinance institution partners. ICICI Bank became the largest retail player in the market to introduce a biometric enabled smart card that allow banking transactions to be conducted on the field. Indonesia and Malaysia. 2007: ICICI Bank makes a USD 2 billion three-tranche international bond offering.‘NRI smart save Deposits’ – a unique fixed deposit scheme for nonresident Indians. ICICI Bank raised Rs 20. 2006: ICICI Bank became the first Indian bank to issue hybrid Tier-1 perpetual debt in the international markets. A low-cost solution. Disha provides free credit counseling. financial planning and debt management services. Financial counseling centre Disha launched. Sangli Bank was amalgamated with ICICI Bank.
ICICI Bank became the first private bank in India to offer both floating and fixed rate on car loans. The foundation stone for a regional hub in Gandhinagar.Launched Bank@Home services for all savings and current account customers residing in India 35 . to help small and medium enterprises start. Gujarat was laid. finance and grow their business.The Visa Signature Credit Card. ICICI Bank launched the "Probationary Officer Programme". an online resource centre. ICICI Bank signed a multi-tranche dual currency US$ 1. ICICI Bank became the first bank in India to launch a premium credit card -. commercial vehicles loans. Launched India’s first ever jewellery card in association with jewellery major Gitanjali Group.ICICI Bank’s GBP 350 million international bond offering marked the inaugural deal in the sterling market from an Indian issuer and also the largest deal in the sterling market from Asia. ICICI Bank introduced SME Toolkit. nation wide initiative to attract bright graduate students to pursue a careers in banking. In a first-of-its-kind.5 billion syndication loan agreement in Singapore. construction equipment loans and professional equipment loans.
launches its first branch in New York ICICI Bank enters Germany.21 billion) in a multi-tranche issue backed by four different asset categories. ICICI Bank launched iMobile.along with DISH TV. 2008: ICICI Bank enters USA. ICICI Bank concluded India's largest ever securitization transaction of a pool of retail loan assets aggregating to Rs. 48. which will allow viewers to see information about the Bank's products and services and contact details on their DISH TV screens.96 billion (equivalent of USD 1. ICICI Bank launches ICICIACTIVE-Banking Interactive Service . Russia. designed to earn cardholders accelerated reward points with every British Airways flight or by spending on everyday purchases Personal Banking: Deposits Loans Cards 36 . ICICI Bank and British Airways launch a co-branded credit card. opens its first branch in Frankfurt. a breakthrough innovation in banking where practically all Internet banking transactions can now be done easily on the mobile phone. It is also the largest deal in Asia (ex-Japan) in 2008 till date and the second largest deal in Asia (ex-Japan and Australia) since the beginning of 2007.ICICI Bank Eurasia LLC inaugurated its first branch at St Petersburg.
Investments Insurance Demat services Wealth management NRI Banking: Money Transfer Bank accounts Investments Property Solutions Insurance Loans Business Banking: Corporate net banking Cash Management Trade services FXonline SME services Online taxes Custodial services 37 .
Cheques. Speed Remittance (SBI Express). whichever country you live. NRO. FCNR. NRO. they now present their new customer engagement initiative "NRI Engage".COMPARATIVE ANALYSIS PARTICULARS NRI SERVICES AIMS STATE BANK OF INDIA Indians everywhere should become enlightened International citizens. Online Remittance ( SBI Express Remit ). enrich that nation.Correspondent Banks . it is their constant endeavor to provide products and services that will make banking convenient for NRI’s. SWIFT / Wire Transfer. RFC. As a part of this commitment. Draft / Cashier's .Wells Fargo . but also with your sweat knowledge and dignity World largest network of branches NRE. NRE FIXED. Wherever you are. NRO FIXED.Web Wire Transfer Donate2India . STDR (Special Term Deposit) TDR (Term Deposit) & RFC Instant Transfer.Wire Transfer / SWIFT details . FCNR. not only in financial terms. Private sector bank possess wider network of branches NRI EDGE. NRE.Foreign Currency Cheque Branch Based Remittance BRANCHES NETWORK PRODUCT REMITTANCE 38 . Foreign Currency Cheques ICICI BANK At ICICI Bank NRI Services. NRE Recurring Direct Debit (ACH) Cheque Lock Box . Rupee Plus Plan.
rate on Home Loan 39 .00. portfolio Investment. Minimum amount: 100 USD or equivalent Maximum amount: No limit. Min-$500 or NAI $6000 Employed for min 2yrs or valid work job permit Interest rate same as resident Combination can be done of fixed & floating which is called SBI flexi loan Investment Offsore Banking Deposits. Bills Payment (like Electricity bill ). Mutual Fund.000 Higher exchange rate as compare to public sector bank. Insurance Structured Product. STDR/TDR. Minimum age 21 1. Minimum age 18.Self Employed –min 3yr i)Interest monthly basis ii)Fixed or floating rate any one option. Portfolio Investment Scheme. For Ready Cash the limit is USD 850 or equivalent All Transaction QUANTUM OF REMITTANCE INTERNET BANKING Various Transaction include : Money Transfer. FCNB Mutual Fund.EXCHAGE RATE Exchange Rates is cheaper as compare to other banks Minimum-$2000 Maximum-$1.salaried ApplicantEmployed for min 1yr 2.
which is the most appropriate multivariate technique.3 Research Objective: To analyze the product and services offered by SBI. prioritization of preferences and close monitoring of customer satisfaction have become essential for banks. this study also suggests some measures to formulate marketing strategies to lure customers towards banks. Customers are now becoming increasingly conscious of their rights and are demanding more than ever before. New private sector banks have brought the necessary competition into the industry and spearheaded the changes towards higher utilization of technology. For this purpose. The recent trends show that most banks are shifting from a “productcentric model” to a “customer-centric model” as customer satisfaction has become one of the major determinants of business growth. has been used to identify the groups of determinants. improved customer service and innovative products. 40 .4 Review of Literature: The banking sector in India has made remarkable progress since the economic reforms in 1991. In this context. Factor Analysis. Keeping these in mind. 1. To analyze the product and services offered by ICICI.1. Factor analysis identifies common dimensions of factors from the observed variables that link together the seemingly unrelated variables and provides insight into the underlying structure of the data. Secondly. an attempt has been made in this study to analyze the factors that are essential in influencing the investment decision of the customers of the public sector banks. To compare the product and services of SBI and ICICI. To compare the level of customer satisfaction of SBI and ICICI.
Core Banking System: Core Banking is a general term used to describe the services provided by a group of networked bank branches. and lending money. payments etc. It is an institution for receiving. via a mobile device such as a mobile phone.5 Key Words: Bank: A bank is a financial institution whose primary activity is to act as a payment agent for customers and to borrow and lend money.) is a term used for performing balance checks. Bank Customers may access their funds and other simple transactions from any of the menber branch offices.1. SMS Banking etc. credit union or building society. Internet Banking: Online banking (or Internet banking) allows customers to conduct financial transactions on a secure website operated by their retail or virtual bank. keeping. 41 . Mobile Banking: Mobile banking (also known as M-Banking. Mobile banking today (2007) is most often performed via SMS or the Mobile Internet but can also use special programs called clients downloaded to the mobile device. account transactions.
cash machine. such as an expiration date or CVC (CVV). Security is provided by the customer entering a personal identification number (PIN). 42 . in Portugal). Multibanco (after a registered trade mark. bank machine. Bancomat (in various countries in Europe and Russia). that contains a unique card number and some security information. hole-in-the-wall. money machine.Atm: An automated teller machine (ATM) is a computerized telecommunications device that provides the customers of a financial institution with access to financial transactions in a public space without the need for a human clerk or bank teller. the customer is identified by inserting a plastic ATM card with a magnetic stripe or a plastic smartcard with a chip. On most modern ATMs. Using an ATM. customers can access their bank accounts in order to make cash withdrawals (or credit card cash advances) and check their account balances as well as purchasing mobile cell phone prepaid credit. cashpoint. ATMs are known by various other names including automated banking machine. and Any Time Money (in India).
RESEARCH METHODOLOGY 43 .
Snow ball sampling refers to the procedure that involves the selection of additional respondents based on referrals of initial respondents. Sample size Ghauri (2002) stated that sample size depend on the desired precision from the estimate. Precision is the size of the estimating interval when the problem is one of estimating a population parameter. any income level. Sampling unit The sampling units are customers of ICICI bank and SBI bank. This research selects 100 respondents as the sample size due to limited of time by asking them that they are having an account 44 . The element in the population does not have any probability attached to their being chosen as sample subjects. Snow ball sampling is used to collect the data from the customers. Sampling method For this research we use non-probability sampling. any occupation and any education level. the probability of any particular member of the population being chosen is unknown.2.1 Sampling design: Target population: The target population in this research refers to the bank customers who are having an account in SBI bank and ICICI bank due to the convenience in collecting the data. Snow ball sampling will be applied in this research. Zikmund (1997) stated that in non-probability sampling. The respondents can be any gender.
any income level. The data will be tabulated and analyzed. Data Analysis: Appropriate statistical analysis will be adopted. any occupation and any education level. The respondents can be any gender. that is personal interview with the aid of printed questionnaires. 2.in SBI bank and ICICI bank due to the convenience in collecting the data. 45 . Sampling plan: The researcher is going to collect the data from the ATMS and also by visiting the bank.2 Research methodology: Sources of data: The data is basically primary in nature It was obtained from the customers Data Collection Method: Our communication approach was basically structured questioning.
3 Limitations of the Study: The study is limited to a particular branch of SBI and ICICI bank.2. 46 . Since the time is less the researcher has taken a sample of 100 people and it will not reveal the whole population of a country.
DATA ANALYSIS &INTERPERTATION 47 .
1% respondents are belonging to the category of 36yrs-45yrs 48 .1 16. The respondent’s responses for the questions have been interpreted and a finding has been made based on the respondents responses.1 AGE OF THE RESPONDENTS Frequency 25YRS-35YRS 36YRS-45YRS 46YRS-55YRS ABOVE 55YRS Total 12 5 5 8 30 Percent 38.7 16.1 25.Data Analysis and Interpretation: The following information contains the data interpretation of the questionnaires.8 100 Interpretation: From the above table 38.7% respondents are belonging to the age category of 25yrs-35yrs. Frequency table for the demographic details of the SBI respondent’s Table 3. And 16.
and 46yrs-55yrs.1 49 . Graph: 3.8% respondents are belonging to the category of above 55yrs. And 25.
Table 3. 50 .4% respondents are belonging to the category of female. And the remaining 48.4% respondents are belonging to the category of male.2 GENDER OF THE RESPONDENTS Frequency FEMALE MALE Total 15 15 30 Percent 48.4 100 Interpretation: From the above table 48.4 48.
2 51 .Graph: 3.
Table 3.2% of respondents are belonging to the category of PG.3 EDUCATIONAL OUALIFICATION OF THE RESPONDENTS Frequency SCHOOL UG PG PROFESSIONAL COURSE M. 52 .0 45.2 9.7% of respondents are belonging to the category of school and professional course.2 100 Interpretation: From the above table 9.2% of respondents are belonging to the category of M. And 29.phil/phd Total 3 9 14 3 1 30 Percent 9.7 29. And 3.phil/phd. And 45.0% of respondents are belonging to the category of UG.7 3.
Graph 3.3 53 .
4 OCCUPATION OF THE RESPONDENTS Frequency SALARIED PERSON PROFESSIONALS SUPERVISOR MANAGERIAL Total 25 1 1 3 30 Percent 80.2 3. 54 .2 10. And 10% of respondents are belonging to the category of managerial. And 3.0 100 Interpretation: From the above table 80.2% of respondents are falling under the category of professionals and supervisor.6 3.6% of respondents are falling under the category of salaried person.Table 3.
Graph 3.4 55 .
15.25. And 3.15. 000.8% are falling under the income range between Rs.25.Table 3.25.9 3. 001-Rs.001Rs. And 12. 000-Rs.000 Rs.25.5.001Rs.8 25. 56 .35.8 12.2 100 Interpretation: From the above table 54.35.15. 000.000 Rs.000Rs.000 Above Rs.45. And 25.9% of respondents are falling under the income range between Rs.8% of respondents are falling under the income range between Rs. 001-Rs.000 Total 17 8 4 1 30 Percent 54.15. 000. 000.45.5.5 INCOME LEVEL OF THE RESPONDENTS Frequency Rs.2% of respondents are falling under the income range between Above Rs.
Graph 3.5 57 .
6 REASON TO CHOOSE THE SERVICE 58 .Table 3.
EFFICIENT CUSTOMER SERVICE TIME SAVING TRANSCATION COSTS TECHNOLOGY MORE ATMS Total Frequency 14 8 3 1 4 30 Percent 45.2 25.8% of respondents are saying that the reason to choose SBI is they are reducing our waiting time. And 9.9% of respondents are saying that the reason to choose SBI is they are provided more atm facility. 59 .2 12. And 25.7% of respondents are saying that the reason to choose SBI is Transaction costs.7 3.2% of respondents are saying that the reason to choose SBI is they are providing efficient customer service.2% of respondents are saying that the reason to choose SBI is Technology. And 3.8 9. And 12.9 100 Interpretation: From the above table 45.
Graph 3.7 TYPE OF SERVICE PREFER THE MOST 60 .6 Table 3.
1 100 Interpretation: From the above table 61.7% of respondents are preferred the internet banking and mobile banking.3 9. And 9.7 9.Frequency ATM SERVICE INTERNET BANKING MOBILE BANKING CORE BANKING SYSTEM Total 19 3 3 5 30 Percent 61.1% of respondents prefer the core banking system.3% of respondents prefer the ATM service. And 16.7 16. 61 .
7 62 .Graph 3.
Frequency table for the demographic details of the ICICI respondent’s Table 3.7 3.8 AGE OF THE ICICI RESPONDENTS Frequency 25 YRS-35 YRS ABOVE 55 YRS Total 29 1 30 Percent 96. And 3.3 100 Interpretation: From the above table 96. 63 .3% of respondents are falling under the group of above 55yrs.7% of respondents are falling under the age group of 25yrs-35yrs.
8 Table 3.Graph 3.9 GENDER OF THE ICICI RESPONDENTS 64 .
And 60% of respondents are belonging to the male category.Frequency FEMALE MALE Total 12 18 30 Percent 40 60 100 Interpretation: From the above table 40% of respondents are belonging to the female category. 65 .
9 66 .Graph 3.
And 3.0 20.3% of respondents are belonging to the category of M.D Total 2 21 6 1 30 Percent 6.Phil/Ph.7 70. 67 . And 20% of respondents are belonging to the category of professionals.D.10 EDUCATIONAL LEVEL OF ICICI RESPONDENTS Frequency UG PG PROFESSIONAL S M.7% of respondents are belonging to the category of UG.Phil/Ph.0 3. And 70% of respondents are belonging to the category of PG.Table 3.3 100 Interpretation: From the above table 6.
10: 68 .Graph3.
And 10% of respondents are belonging to the category of businessman and professionals.0 10.Table 3.0 3. And 3.3% of respondents are belonging to the category of managerial.7% of respondents belong to the category of salaried person. 69 .3 100 Interpretation: From the above table 76.7 10.11 OCCUPATION OF THE ICICI RESPONDENTS Frequency SALARIED PERSON BUSINESS MAN PROFESSIONALS MANAGERIAL Total 23 3 3 1 30 Percent 76.
11 70 .Graph 3.
3 100 Interpretation: From the above table 53.35. And 6.7 3.7 30.000 Total Frequency 16 2 9 2 1 30 Percent 53.000 Rs.000 Rs. 000.000 Rs.25.001Rs.5.Table 3.7% of respondents are falling under the income level 71 .000 Above Rs. 000-Rs.188.8.131.52 6.15.3 6.001Rs.5.15.45.000-Rs.3% of respondents are falling under the income level of Rs.12 INCOME LEVEL OF THE ICICI RESPONDENTS Rs.001Rs.15.
And 30% of respondents are falling under the income level of Rs.of Rs.25.15. 000. 001-Rs. 001-Rs.35. And 3. 001-Rs.12 72 .45. 000. Graph 3.25. 000.3% of respondents are falling under the income level of above Rs. 000 and Rs.35.45.
Table 3.13 REASON FOR CHOOSING ICICI SERVICES 73 .
And 6. And 13. 74 .7 13.3 6.7 26.3 13.7 4 2 4 4 30 13.3 100 Interpretation: From the above table 26. technology and reliable.3% of respondents are saying that the reason to choose ICICI is they are reducing our waiting time.7% of respondents are saying that the reason to choose ICICI is they are providing efficient customer service and efficient complaint handling.Frequency EFFICIENT CUSTOMER SERVICE EFFICIENT COMPLAINTS HANDLING TIME SAVING TRANSACTION COSTS TECHNOLOGY RELIABLE Total 8 8 Percent 26.7% of respondents are saying that the reason to choose ICICI is Transaction costs.
13 Table 3.14 75 .Graph 3.
And 13.3% of respondents prefer the core banking system and mobile banking.TYPE OF SERVICES PREFER THE MOST Frequency ATM SERVICE INTERNET BANKING MOBILE BANKING CORE BANKING SYSTEM Total 13 9 4 4 30 Percent 43.3% of respondents prefer the ATM service. 76 .3 13.0 13. And 30% of respondents are preferred the internet banking.3 30.3 100 Interpretation: From the above table 43.
Square Test: 77 .Graph 3.14 Cross Tabulation and chi.
0% 3.0% 10% 30% 46.phil/p hd Total 3.The following table below is cross tabs and chi.7% . And the other one is occupation and type of service they prefer the most.7% 26.0% .square the researcher has taken only education and reason to the service.0% . 3% 100.0% .3% 46.3% 13.0% 3.3% .3% 6.15 EDUCATIONAL QUALIFICATION OF THE RESPONDENTS REASON TO CHOOSE THE SERVICE CROSS TABULAION REASO N TO CHOOS E THE SERVIC E SCHOO L UG PG EFFICIENT CUSTOMER SERVICE TIME SAVING TRANSCAT ION COSTS TECH NOLO GY MO RE AT MS Total 6. For the cross tabulation and chi.3% .3% 10% 13.0% 3.3% PROFE SSION AL COURS E 10% .3% 13.0% M.0% .0% .7% 3.3 % 10 % .0% .square test for the demographic details for the SBI respondents.0% 3. Table 3.7% 10.7 % 10% 13.3% . 0% 78 .0% 3.
79 .3% fall under MPhill and PHD. And the same way 13. less transactional cost fast technology and no. 10% fall under professional course. 3. These are the different categories and each of the categories has chosen the SBI services due to different reasons.7% of respondents are falling under the education level of school has chosen the efficient customer service in SBI. 13.Interpretation: From the above table 6. time saving.3% fall under UG.3% fall under PG. of ATMS. The reasons are as follows: efficient customer service.
Graph 3.15 80 .
739 df 16 Asymp.Table 3. 81 . Ha: There is a significant relationship between the educational qualification of the respondents and the reason to choose the service.924 Interpretation: From the above table the calculated chi-square statistic in this case is . Value Pearson ChiSquare 8. Sig.15 Chi-Square Test -I Hypothesis: Ho: There is no significant relationship between the educational qualification of the respondents and the reason to choose the service. (2sided) .
The null hypothesis is rejected and the alternate hypothesis is accepted .924.0% 10% 82 .0% 3.16 OCCUPATION OF THE RESPONDENTS for SBI bank TYPE OF SERVICE PREFER THE MOST CROSS TBULATION TYPE OF SERVICE PREFER THE MOST SALARIE D PERSON ATM SERVICE INTERNE T BANKIN G 3.0% 3. Since the calculated chi-square is above 0.05.0% .So there is a significant relationship between the educational qualification of the respondents and the reason to choose the service.0% 3.3% SUPERVIS OR 3.3% .0% .0% .0% .7% 3.3% 6.7% 20% 83. Table 3.3 % PROFESSI ONALS .3% MANAGE RIAL 6.3% .3% .3% MOBILE BANKING CORE BANKING SYSTEM Total 53.
internet banking.3% 10% 6. Graph 3. mobile banking and core banking system that is salaried person.Total 63. So we can say that more the professional and qualified person using more banking services.16: 83 .7% 20% 100% Interpretation: Above table shows that majority of the person use the all different services such as ATM services.
Table 3.16 Chi-Square Test .II Hypothesis: 84 .
Ho: There is no significant relationship between the occupation of the respondents and the type of service they prefer the most. Ha: There is no significant relationship between the occupation of the respondents and the type of service they prefer the most.
Value Pearson ChiSquare 13.186
Asymp. Sig. (2sided) .154
From the above table the calculated chi-square statistic in this case is .154. Since the calculated chi-square is below 0.05. The null hypothesis is accepted and the alternate hypothesis is rejected. So there is no significant relationship between the occupation of the respondents and the type of service they prefer the most.
The following table below is cross tabs and chi- square test for the demographic details for the ICICI respondents. For the cross tabulation and chi- square the researcher has taken only education and reason to the service. And the other one is
occupation and type of service they prefer the most.
EDUCATIONAL LEVEL OF ICICI RESPONDENTS * REASON FOR CHOOSING ICICI SERVICES CROSS TABULATION
REA SON FOR CHO OSI NG ICIC I SER VIC ES
UG PG PROF ESSI ONA L COU RSE M.PH IL/PH D TOTA L EFFI CIEN T CUST OME R SERV ICE EFFICIENT COMPLAIN TS HANDLING TIME SAVIN G TRANSACTIO N COSTS TECHNOLOG Y RELIABLE Tot al
.0% 13.3% 10%
.0% 26.7% .0%
.0% 10% 3.3%
6.7% .0% .0%
.0% 6.7% 6.7%
.0% 13.3% .0%
6.7 % 70 % 20 %
3.3 5 100 %
These are the different categories and each of the categories has chosen the SBI services due to different reasons. The reasons are as follows: efficient customer service, time saving, less transactional cost fast technology and Reliable.
(2sided) .Table 3. Sig.000 Interpretation: From the above table the calculated chi-square statistic in this case is .17 Chi-Square Test . Ha: There is a significant relationship between the educational qualification and the reason for choosing the service.268 df 15 Asymp. Value Pearson ChiSquare 40.000. Since the calculated chi-square is below 0. The null hypothesis is accepted and the 88 .I Hypothesis: Ho: There is no significant relationship between the educational qualification and the reason for choosing the service.05.
3% Total 43.3% 3.3% 100% 89 .3% 13.3% 30% 13.3% .3% 6. So there is no significant relationship between the educational qualification of the respondents and the reason for choosing the service.0% 3.18 OCCUPATION OF THE ICICI RESPONDENTS * TYPE OF SERVICES PREFER THE MOST CROSS TABULATION TYPE OF SERVICE PREFER THE MOST SALARIE D PERSON ATM SERVICE INTERNE T BANKIN G 20% MOBILE BANKING CORE BANKING SYSTEM Total 36.3% .7 % BUSINESS MAN 3.alternate hypothesis is rejected.7% 13.3% 10% PROFESSI ONALS 3.0% . Table 3.3% .3% 10% MANAGE RIAL .0% 3..0% 3.3% 3.0% 3.7% 76.
Interpretation: Above table shows that majority of the person use the all different services such as ATM services. internet banking. So we can say that more the professional and qualified person using more banking services. Graph 3. mobile banking and core banking system that is salaried person.18 90 .
18 Chi-Square Test .II Hypothesis: Ho: There is no significant relationship between the occupation of the respondents and the type of service they prefer the most. Ha: There is a significant relationship between the occupation of the respondents and the type of service they prefer the most. 91 .Table 3.
92 .743.Value Pearson ChiSquare 5.743 Interpretation: From the above table the calculated chi-square statistic in this case is .05.974 df 9 Asymp. (2sided) . Sig. Since the calculated chi-square is above 0. The null hypothesis is rejected and the alternate hypothesis is accepted So there is a significant relationship between the occupation of the respondents and the type of service they prefer the most.
FINDINGS RECOMMENDATIONS AND CONCLUSION Findings: 93 .
The both gender are equally having an account in SBI bank. And many of the respondents are not aware of the many services rendered by the ICICI bank.35yrs respondents mostly is having an account in ICICI bank. request for cheque book in ATM. And many of the respondents are saying the reason to choose the services of the SBI bank is because they are good in efficient customer service. The male gender is mostly having an account in ICICI bank. The few are deposit of cash in ATM. 94 . The age group of 25yrs .Rs.15.000. etc.000 – Rs.15.000. request for cheque book in ATM. 5. The age group of 25yrs – 35yrs respondents mostly is having an account in SBI bank. Sum Of the respondents to choose the ICICI bank is because the bank is more reliable to the customers. And the income level of the respondents who are having an account in SBI bank falling under the income level of Rs. etc. And many of the respondents are saying the reason to choose the services of the ICICI bank is because they are good in efficient customer service and efficient complaint handling. end of the day balance in mobile. And the income level of the respondents who are having an account in ICICI bank falling under the income level of Rs.Sum Of the respondents to choose the SBI bank is because the bank is proving more ATM facility to the customers. The few are deposit of cash in ATM. 5.000 . end of the day balance in mobile. And many of the respondents are not aware of the many services rendered by the SBI bank.
But SBI bank is little bit below the line in customer complaints handling when compared to ICICI bank. And they can post demo of all these services in their bank website. The bank can post a list of services that they are rendered to the customers inside the bank Premises. The ICICI bank is little bit below the line in concentrating on female customers when to SBI bank. They can concentrate more on the respondents are falling under the age group 25yrs – 35yrs. 95 . The bank can also send a post to there customers by informing there services and how to proceed with that and all details they can mention it in the post. Conclusion: Since both the banks are competing equally with each other. The bank has to take some initiatives. The SBI bank can concentrate on customer complaints handling. The ICICI bank can concentrate on the female gender.Recommendation: Since many of the respondents are not aware of there key services.
APPENDICS Questionnaire 96 .
000 – Rs.35. Educational Qualification: a) Illiterate □ b) School □ c) UG □ d) PG □ e) Professional Course □ f) Others □ 5.15. In which bank do you have an account? a) ICICI bank □ b) SBI bank □ 8.000 b) Rs. 45.35. Gender: a) Male □ b) Female □ 4. Income level: a) Rs.35 yrs b) □ 36 yrs . What type of services do you prefer the most? 97 .001-Rs.Personal details 1.45.000 7.25.001-Rs.45yrs yrs 3.25.Rs. What is the reason to choose the services of the bank? a) Efficient customer service □ b) efficient complaints handling □ c) Time saving □ d) transaction costs □ e) technology f) Others _________ pls specify c) □ 46 – 55 yrs d) □ above 55 9.000 c) Rs. Age: a) □ 25yrs.001.15.000 e) Above Rs.5.000 d) Rs. Name: 2. Occupation: a) House wife □ b) Students □ c) Salaried person □ d) Business man □ e) Professionals □ f) Supervisor □ g) Managerial □ h) pensioner □ 6.
n o ATM Service 1 2 3 4 5 I am facing problems in withdrawing cash from ATM. 3= neutral.a) ATM service b) Internet Banking c) Mobile Banking d) Core banking system e) Others _____________ pls specify Customer service questionnaire Please use (/) mark to give your responses for the following questions 1=strongly disagree. ATM services are useful for me to deposit cash and cheques ATM services are useful for me to request for cheque book ATM services are useful for me to get the enquiry statement of my account. 2= disagree. 5= strongly agree S . 4= agree. Internet Banking 1 2 3 4 5 98 . I am facing problems like insufficient cash in ATM.
Mobile banking is useful for me to know the cheque details Mobile banking is useful for me to know the Debit/credit above certain limit in my account.1 2 3 4 5 1 2 3 4 5 6 7 Internet banking helps me to transfer funds from the bank to the personalized transactions Internet banking saves me time for the banking transactions Internet banking helps me in bill payments Internet banking secures the money transactions Internet banking helps in online trading Mobile banking Mobile banking is useful for me to know the end of day account balance. Mobile banking is useful for my bill payments Mobile banking helps me to know about the debit/credit details Mobile banking provides me a support for ticketing. recharging mobiles etc. Mobile banking is useful for me to Stop inward/outward cheques. Core Banking system 1 2 3 Core banking system helps me to transfer funds from different branches Core banking system makes me convenient to know about the deposit details Core banking system helps me to protect my personal information 99 .
org 100 .com www.iupindia.com www.sbi.in www.4 5 Core banking system helps me for the ATM service transactions Core banking system helps me for the internet banking transactions BIBLIOGRAPHY: email@example.com.
com \ 101 .ebscohostsearch.www.com www.com www.scribd.emeraldinsight.
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