CERTIFICATE

This is to certify that Vishwajeet Kumar Yadav is a student of II

Semester M.B.A. programme has undertaken Project on the topic “A
Comparative Study of Customer Services Provided by ICICI and
SBI" under the guidance of Dr. Neetu Singh (Associate Professor & Head)
Dept. of Business Administration, Ghazipur.
This project is based on the original work and has not formed the basis for
award of any degree/diploma.

Dr. Neetu Singh

(Associate Professor & Head)
Dept. of Business Administration
Ghazipur

1
 ACKNOWLEDGEMENT

The successful completion of the “PROJECT REPORT” has been

accomplished with the valuable guidance and support of numerous people. I
owe to their constructive support, which sustained my motivation. I take
this opportunity to express my profound sense of gratitude to all of them.
I express my sincere gratitude to Dr. Neetu Singh (Associate
Professor) Dept. of Business Administration, Ghazipur for her invaluable
support during my M.B.A. Course.
I express my sincere thanks and heartfelt gratitude to Staff,
Department of M.B.A., for his excellent and inspiring guidance and
suggestions throughout this project work. Without his inspiring
encouragement, it would have not been possible for me to bring out this
project.
I express my splendid thanks to all my lecturers, librarian for
extending library facilities needed to complete this project.
Last but not least, my sincere thanks to everybody who has helped
me directly or indirectly for making this project report a grand success.

Vishwajeet Kr. Yadav

M.B.A. (II Sem.)

2
 DECLARATION

I, hereby declare that this project entitled “A Comparative Study of

Customer Services provided by ICICI and SBI” is submitted to
Department of Management in partial fulfillment of the requirement for the
award of the degree of Master of Business Administration is my original
work done under the valuable guidance of Dr. Neetu Singh (Associate
Professor & Head), Dept. of Business Administration, Ghazipur.
This project has not been submitted earlier to any other University or
Institution for the award of any degree, diploma/certificate or published
any time before.

Date: Vishwajeet Kr. Yadav

Place: M.B.A. (II Sem.)

3
 TABLE OF CONTENTS

Chapter 1: Introduction 05 - 32

1.1 Overview of Banking Industry 6-11

1.2 Company Profile 12-29
1.3 Research Objective 30
1.4 Review of Literature 30
1.5 Key Words 31-32

Chapter 2: Research Methodology 33 – 36

2.1 Sampling Design 34

2.2 Pilot Study 35
2.3 Research Methodology 36
2.4 Limitations of the Study 36

Chapter 3: Data Analysis and Interpretation 37 - 67

Chapter 4: Findings, Recommendations and Conclusion 68 - 71

Chapter 5: Appendices 72 - 76

4
INTRODUCTION

5
1.1 OVERVIEW OF THE BANKING INDUSTRY:

Banking in India originated in the last decades of the 18th century. The oldest
bank in existence in India is the State Bank of India, a government-owned bank that
traces its origins back to June 1806 and that is the largest commercial bank in the
country. Central banking is the responsibility of the Reserve Bank of India, which in
1935 formally took over these responsibilities from the then Imperial Bank of India,
relegating it to commercial banking functions. After India's independence in 1947, the
Reserve Bank was nationalized and given broader powers. In 1969 the government
nationalized the 14 largest commercial banks; the government nationalized the six next
largest in 1980.

Currently, India has 88 scheduled commercial banks (SCBs) - 27 public sector

banks (that is with the Government of India holding a stake), 29 private banks (these do
not have government stake; they may be publicly listed and traded on stock exchanges)
and 31 foreign banks. They have a combined network of over 53,000 branches and
17,000 ATMs. According to a report by ICRA Limited, a rating agency, the public
sector banks hold over 75 percent of total assets of the banking industry, with the
private and foreign banks holding 18.2% and 6.5% respectively.

Early History:
Banking in India originated in the last decades of the 18th century. The first
banks were The General Bank of India, which started in 1786, and the Bank of
Hindustan, both of which are now defunct. The oldest bank in existence in India is the
State Bank of India, which originated in the Bank of Calcutta in June 1806, which
almost immediately became the Bank of Bengal. This was one of the three presidency
banks, the other two being the Bank of Bombay and the Bank of Madras, all three of
which were established under charters from the British East India Company. For many
years the Presidency banks acted as quasi-central banks, as did their successors. The
three banks merged in 1925 to form the Imperial Bank of India, which, upon India's
independence, became the State Bank of India.

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. The Allahabad Bank,

6
established in 1865 and still functioning today, is the oldest Joint Stock bank in India.
When the American Civil War stopped the supply of cotton to Lancashire from the
Confederate States, promoters opened banks to finance trading in Indian cotton. With
large exposure to speculative ventures, most of the banks opened in India during that
period failed. The depositors lost money and lost interest in keeping deposits with
banks. Subsequently, banking in India remained the exclusive domain of Europeans for
next several decades until the beginning of the 20th century.

Foreign banks too started to arrive, particularly in Calcutta, in the 1860s. The
Comptoired 'Escompte de Paris opened a branch in Calcutta in 1860, and another in
Bombay in 1862; branches in Madras and Pondicherry, then a French colony, followed.
Calcutta was the most active trading port in India, mainly due to the trade of the British
Empire, and so became a banking center.

Around the turn of the 20th Century, the Indian economy was passing through a
relative period of stability. Around five decades had elapsed since the Indian Mutiny,
and the social, industrial and other infrastructure had improved. Indians had established
small banks, most of which served particular ethnic and religious communities.

The presidency banks dominated banking in India but there were also some
exchange banks and a number of Indian joint stock banks. All these banks operated in
different segments of the economy. The exchange banks, mostly owned by Europeans,
concentrated on financing foreign trade. Indian joint stock banks were generally under
capitalized and lacked the experience and maturity to compete with the presidency and
exchange banks. This segmentation let Lord Curzon to observe, "In respect of banking
it seems we are behind the times. We are like some old fashioned sailing ship, divided
by solid wooden bulkheads into separate and cumbersome compartments."

By the 1900s, the market expanded with the establishment of banks such as
Punjab National Bank, in 1895 in Lahore and Bank of India, in 1906, in Mumbai - both
of which were founded under private ownership. Punjab National Bank is the first
Swadeshi Bank founded by the leaders like Lala Lajpat Rai, Sardar Dyal Singh
Majithia. The Swadeshi movement in particular inspired local businessmen and
political figures to found banks of and for the Indian community. A number of banks
established then have survived to the present such as Bank of India, Corporation Bank,

7
Indian Bank, Bank of Baroda, Canara Bank and Central Bank of India.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.Four nationalised banks started in this district and also a
leading private sector bank. Hence undivided Dakshina Kannada district is known as
"Cradle of Indian Banking".

From World War I to Independence:

The period during the First World War (1914-1918) through the end of the
Second World War (1939-1945), and two years thereafter until the independence of
India were challenging for Indian banking. The years of the First World War were
turbulent, and it took its toll with banks simply collapsing despite the Indian economy
gaining indirect boost due to war-related economic activities. At least 94 banks in India
failed between 1913 and 1918 as indicated in the following table:

Number of banks Authorized capital Paid-up Capital

Years
that failed (Rs. Lakhs) (Rs. Lakhs)

1913 12 274 35

1914 42 710 109

1915 11 56 5

1916 13 231 4

1917 9 76 25

1918 7 209 1

8
Post-independence:
The partition of India in 1947 adversely impacted the economies of Punjab and
West Bengal, paralyzing banking activities for months. India's independence marked
the end of a regime of the Laissez-faire for the Indian banking. The Government of
India initiated measures to play an active role in the economic life of the nation, and the
Industrial Policy Resolution adopted by the government in 1948 envisaged a mixed
economy. This resulted into greater involvement of the state in different segments of
the economy including banking and finance. The major steps to regulate banking
included:

 In 1948, the Reserve Bank of India, India's central banking authority, was
nationalized, and it became an institution owned by the Government of India.
 In 1949, the Banking Regulation Act was enacted which empowered the
Reserve Bank of India (RBI) "to regulate, control, and inspect the banks in
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, and no two
banks could have common directors.

However, despite these provisions, control and regulations, banks in India

except the State Bank of India, continued to be owned and operated by private persons.
This changed with the nationalization of major banks in India on 19 July, 1969.

Nationalization:
By the 1960s, the Indian banking industry has become an important tool to
facilitate the development of the Indian economy. At the same time, it has emerged as a
large employer, and a debate has ensued about the possibility to nationalize the banking
industry. Indira Gandhi, 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." The paper was received with positive
enthusiasm. Thereafter, her move was swift and sudden, and the GOI issued an
ordinance and nationalized the 14 largest commercial banks with effect from the
midnight of July 19, 1969. Jayaprakash Narayan, a national leader of India, described
the step as a "masterstroke of political sagacity." Within two weeks of the issue of the

9
ordinance, the Parliament passed the Banking Companies (Acquisition and Transfer of
Undertaking) Bill, and it received the presidential approval on 9 August, 1969.

A second dose of nationalization of 6 more commercial banks followed in 1980.

The stated reason for the nationalization was to give the government more control of
credit delivery. With the second dose of nationalization, the GOI controlled around
91% of the banking business of India. Later on, in the year 1993, the government
merged New Bank of India with Punjab National Bank. It was the only merger between
nationalized banks and resulted in the reduction of the number of nationalized banks
from 20 to 19. After this, until the 1990s, the nationalized banks grew at a pace of
around 4%, closer to the average growth rate of the Indian economy.

The nationalized banks were credited by some, including Home minister P.

Chidambaram, to have helped the Indian economy withstand the global financial crisis
of 2007-2009.

Liberalization:
In the early 1990s, the then Narsimha Rao government embarked on a policy of
liberalization, licensing a small number of private banks. These came to be known as
New Generation tech-savvy banks, and included Global Trust Bank (the first of such
new generation banks to be set up), which later amalgamated with Oriental Bank of
Commerce, UTI Bank(now re-named as Axis Bank), ICICI Bank and HDFC Bank.
This move, along with the rapid growth in the economy of India, revitalized the
banking sector in India, which has seen rapid growth with strong contribution from all
the three sectors of banks, namely, government banks, private banks and foreign banks.

The next stage for the Indian banking has been setup with the proposed
relaxation in the norms for Foreign Direct Investment, 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.

The new policy shook the Banking sector in India completely. Bankers, till this
time, were used to the 4-6-4 method (Borrow at 4%;Lend at 6%;Go home at 4) of
functioning. 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. People not just
demanded more from their banks but also received more.
10
 Currently (2007), banking in India is generally fairly mature in terms of supply,
product range and reach-even though reach in rural India still remains a challenge for
the private sector and foreign banks. In terms of quality of assets and capital adequacy,
Indian banks are considered to have clean, strong and transparent balance sheets
relative to other banks in comparable economies in its region. The Reserve Bank of
India is an autonomous body, with minimal pressure from the government. 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.

With the growth in the Indian economy expected to be strong for quite some
time-especially in its services sector-the demand for banking services, especially retail
banking, mortgages and investment services are expected to be strong. One may also
expect, takeovers, and asset sales.

In March 2006, the Reserve Bank of India allowed Warburg Pincus to increase
its stake in Kotak Mahindra Bank (a private sector bank) to 10%. This is the first time
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.

In recent years critics have charged that the non-government owned banks are
too aggressive in their loan recovery efforts in connection with housing, vehicle and
personal loans. There are press reports that the banks' loan recovery efforts have driven
defaulting borrowers to suicide.

1.2 Company Profile of SBI:

State Bank of India (SBI) is India's largest commercial bank. 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 in India.

11
 The State Bank Group includes a network of eight banking subsidiaries and
several non-banking subsidiaries offering merchant banking services, fund
management, factoring services, primary dealership in government securities, credit
cards and insurance.

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. In 1921, 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 1955, 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 Bank of India.
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

12
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.

Roots:
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.

13
Timeline:

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
nationalized.
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.

Associate banks:
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

14
 State Bank of Mysore
State Bank of Patiala
State Bank of Saurashtra
State Bank of Travancore

Foreign Offices:
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.

Foreign Branches:
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.K.
U.S.A

15
Subsidiaries and Joint Ventures:
In addition to the foreign branches above, 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, India location.

State Bank of India has often acted as guarantor to the Indian Government, most
notably during Chandra Shekhar's tenure as Prime Minister of India. With more than
9400 branches and a further 4000+ associate bank branches, the SBI has extensive
coverage. Following its arch-rival ICICI Bank, State Bank of India has electronically
networked most of its metropolitan, urban and semi-urban branches under its Core
Banking System (CBS), with over 4500 branches being incorporated so far. The bank
has the largest ATM network in the country having more than 5600 ATMs [1]. The
State Bank of India has had steady growth over its history, though the Harshad Mehta
scam in 1992 marred its image. In recent years, the bank has sought to expand its
overseas operations by buying foreign banks. It is the only Indian bank to feature in the
top 100 world banks in the Fortune Global 500 rating and various other rankings.
According to the Forbes 2000 listing it tops all Indian companies.

Fortune Global 500 Ranking – 2007:

SBI debuted in the Fortune Global 500[2] at 498 in 2006. In 2007 it moved up to
495. As per fortune 500-2007 following are the data for SBI in $ million. Revenues
15,119.4. Profits 1,407.3. Assets 187,547.1. Stockholders' Equity 9,786.2

Group companies:
SBI Capital Markets Ltd
SBI Mutual Fund (A Trust)

16
 SBI Factors and Commercial Services Ltd
SBI DFHI Ltd
SBI Cards and Payment Services Pvt Ltd
SBI Life Insurance Co. Ltd - Bancassurance (Life Insurance)
SBI Funds Management Pvt Ltd
SBI Canada

IT Initiatives:
According to PM Network (December 2006, Vol. 20, No. 12), State Bank of
India launched a project in 2002 to network more than 14,000 domestic and 70 foreign
offices and branches. The first and the second phases of the project have already been
completed and the third phase is still in progress. As of December 2006, over 10,000
branches have been covered. The new infrastructure serves as the bank's backbone,
carrying all applications, such as the IP telephone network, ATM network, Internet
banking and internal e-mail. The new infrastructure has enabled the bank to further
grow its ATM network with plans to add another 3,000 by the end of 2007 raising the
total number to 8,600. As of September 20, 2007 SBI has 7236 ATMs.

17
Corporate Details:
This site provides comprehensive information on State Bank of India or SBI
Bank, the premier Nationalized Indian Bank. State Bank of India is actively involved
since 1973 in non- profit activity called Community Services Banking.

State Bank of India is India's largest bank amongst all public and private sector
banks operating in India. 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)

Foreign Subsidiaries:
 State bank of India International (Mauritius) Ltd.
 State Bank of India (California).
 State Bank of India (Canada).
 INMB Bank Ltd, Lagos.

Non- banking Subsidiaries.

 SBI Capital Markets Ltd (SBICAP)

18
  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. Ltd. (SBICPSL)

Joint ventures:
 SBI Life Insurance Company Ltd (SBI LIFE).

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. State Bank of India has 52 foreign offices in 34 countries across the globe. 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.

The main activities of are into -

 Personal Banking.
 NRI Services.
 Agriculture.
 International.
 Corporate.
 SME.
 Domestic Treasury.

19
State Bank of India offers the following services to its customers -

 Domestic Treasury.
 SBI Vishwa Yatra Foreign Travel Card.
 Broking Services
 Revised Service Charge.
 ATM Services.
 Internet Banking.
 E-Pay.
 E-Rail.
 RBIEFT.
 Safe Deposit Lockers.
 Gift Cheques.
 MICR Codes.
 Foreign Inward Remittances.

Moreover, State Bank of India has Colleges/Institutes/Training Centers that are

the seats of learning and research and development. It caters not only to the employees
of State Bank of India but also other banks/establishments in India and abroad.

Performance:
SBI Bank India had Total Income of Rs 68376.83 crore for the financial year
2006 -07. State Bank of India has posted Net Income to the tune of Rs 6364.38 crore or
the financial year 2006 -07.

Organization:
State Bank of India is headed by Mr. Shri O. P. Bhatt, Chairman.

20
Company Profile of ICICI:

ICICI Bank is India's second-largest bank with total assets of Rs. 3,849.70
billion (US$ 82 billion) at September 30, 2008 and profit after tax Rs. 17.42 billion for
the half year ended September 30, 2008. The Bank has a network of about 1,400
branches and 4,530 ATMs in India and presence in 18 countries. ICICI Bank offers a
wide range of banking products and financial services to corporate and retail customers
through a variety of delivery channels and through its specialized subsidiaries and
affiliates in the areas of investment banking, life and non-life insurance, venture capital
and asset management. The Bank currently 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. Our UK subsidiary has established branches in Belgium and Germany.

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).

History:

ICICI Bank was originally promoted in 1994 by ICICI Limited, an Indian

financial institution, and was its wholly-owned subsidiary. ICICI's shareholding in
ICICI Bank was reduced to 46% through a public offering of shares in India in fiscal
1998, an equity offering in the form of ADRs listed on the NYSE in fiscal 2000, ICICI
Bank's acquisition of Bank of Madura Limited in an all-stock amalgamation in fiscal
2001, and secondary market sales by ICICI to institutional investors in fiscal 2001 and
fiscal 2002. ICICI was formed in 1955 at the initiative of the World Bank, the
Government of India and representatives of Indian industry. The principal objective
was to create a development financial institution for providing medium-term and long-
term project financing to Indian businesses. In the 1990s, ICICI transformed its
business from a development financial institution offering only project finance to a
diversified financial services group offering a wide variety of products and services,
both directly and through a number of subsidiaries and affiliates like ICICI Bank. In

21
1999, ICICI become the first Indian company and the first bank or financial institution
from non-Japan Asia to be listed on the NYSE.

After consideration of various corporate structuring alternatives in the context

of the emerging competitive scenario in the Indian banking industry, and the move
towards universal banking, the managements of ICICI and ICICI Bank formed the view
that the merger of ICICI with ICICI Bank would be the optimal strategic alternative for
both entities, and would create the optimal legal structure for the ICICI group's
universal banking strategy. The merger would enhance value for ICICI shareholders
through the merged entity's access to low-cost deposits, greater opportunities for
earning fee-based income and the ability to participate in the payments system and
provide transaction-banking services. The merger would enhance value for ICICI Bank
shareholders through a large capital base and scale of operations, seamless access to
ICICI's strong corporate relationships built up over five decades, entry into new
business segments, higher market share in various business segments, particularly fee-
based services, and access to the vast talent pool of ICICI and its subsidiaries. In
October 2001, the Boards of Directors of ICICI and ICICI Bank approved the merger
of ICICI and two of its wholly-owned retail finance subsidiaries, ICICI Personal
Financial Services Limited and ICICI Capital Services Limited, with ICICI Bank. The
merger was approved by shareholders of ICICI and ICICI Bank in January 2002, by the
High Court of Gujarat at Ahmadabad in March 2002, and by the High Court of
Judicature at Mumbai and the Reserve Bank of India in April 2002. Consequent to the
merger, the ICICI group's financing and banking operations, both wholesale and retail,
have been integrated in a single entity.

ICICI Bank has formulated a Code of Business Conduct and Ethics for its
directors and employees.

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. Bank has total assets of about USD 100 billion
(at the end of March 2008), a network of over 1,399 branches, 22 regional offices and
49 regional processing centres, about 4,485 ATMs (at the end of September 2008), and
24 million customers (at the end of July 2007). ICICI Bank offers a wide range of

22
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, life and non-life insurance, venture capital and asset management.
(These data are dynamic.) ICICI Bank is also the largest issuer of credit cards in India.
[1]
. ICICI Bank has got its equity shares listed on the stock exchanges at Kolkata and
Vadodara, Mumbai and the National Stock Exchange of India Limited, and its ADRs
on the New York Stock Exchange (NYSE).

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

ICICI reported a 1.15% rise in net profit to Rs. 1,014.21 crore on a 1.29%
increase in total income to Rs. 9,712.31 crore in Q2 September 2008 over Q2
September 2007.

1955: The Industrial Credit and Investment Corporation of India Limited (ICICI) was
incorporated at the initiative of World Bank, the Government of India and
representatives of Indian industry, with the objective of creating a development
financial institution for providing medium-term and long-term project financing to
Indian businesses. Mr.A.Ramaswami Mudaliar is elected as the first Chairman of ICICI
Limited.

ICICI emerges as the major source of foreign currency loans to Indian industry.
Besides funding from World Bank and other multi-lateral agencies, ICICI was
also among the first Indian companies to raise funds from international markets.

1956: ICICI declared its first dividend, of 3.5%.

1958: Mr.G.L.Mehta appointed the second Chairman of ICICI Ltd.

23
1960: ICICI building at 163, Backbay Reclamation, inaugurated.

1961: The first West German loan of DM 5 million from Kredianstalt obtained.

1967: ICICI made its first debenture issue for Rs.6 crore, which was oversubscribed.

1969: The first two regional offices set up in Calcutta and Madras.

1972: ICICI becomes the second entity in India to set up merchant banking services.

Mr. H. T. Parekh appointed the third Chairman of ICICI.

1977: ICICI sponsored the formation of Housing Development Finance Corporation

and manages its first equity public issue.

1978: Mr. James Raj appointed the fourth Chairman of ICICI.

1979: Mr.Siddharth Mehta appointed the fifth Chairman of ICICI.

1982: ICICI became the first ever Indian borrower to raise European Currency Units.

ICICI commences leasing business.

1984: Mr. S. Nadkarni appointed the sixth Chairman of ICICI.

1985: Mr. N.Vaghul appointed the seventh Chairman and Managing Director of ICICI.

1986: ICICI became the first Indian institution to receive ADB Loans.

ICICI, along with UTI, set up Credit Rating Information Services of India
Limited, India's first professional credit rating agency.
ICICI promotes Shipping Credit and Investment Company of India Limited.
The Corporation made a public issue of Swiss Franc 75 million in Switzerland,
the first public issue by any Indian entity in the Swiss Capital Market.

1987: ICICI signed a loan agreement for Sterling Pound 10 million with
Commonwealth Development Corporation (CDC), the first loan by CDC for financing
projects in India.

1988: Promoted TDICI - India's first venture capital company.

1993: ICICI Securities and Finance Company Limited in joint venture with J. P.
Morgan set up.

24
 ICICI Asset Management Company set up.

1994: ICICI Bank set up.

1996: ICICI Ltd became the first company in the Indian financial sector to raise GDR.

SCICI merged with ICICI Ltd.

Mr. K.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."
ICICI Ltd. announced the takeover of ITC Classic Finance.

1998: A new logo symbolizing the common corporate identity for the ICICI Group was
introduced.

ICICI announced takeover of Anagram Finance.

1999 : ICICI launched retail finance - car loans, home loans and loans for consumer
durables.

ICICI becomes the first Indian company to get listed on the NYSE through an
issue of American Depositary Shares.

2000 : ICICI Bank became the first commercial bank from India to get its stock listed
on the NYSE.

ICICI Bank announces merger with Bank of Madura.

2001: The Boards of ICICI Ltd and ICICI Bank approved the merger of ICICI Ltd.
with ICICI Bank.

2002: ICICI Ltd merged with ICICI Bank Ltd to create India’s second-largest bank in
terms of assets.

ICICI assigned higher than "Sovereign" rating by Moody’s.

ICICI Bank launched India’s first CDO (Collateralised Debt Obligation) Fund
named Indian Corporate Collateralised Debt Obligation Fund (ICCDO Fund).

25
 "E-Lobby", a self-service banking centre and a first of its kind in India, is
inaugurated in Pune.
ICICI Bank launched Private Banking.
A 1,100-seat Call Centre for Customer Care by phone and e-mail was set up in
Hyderabad.
ICICI Bank Home Shoppe, the first-ever permanent aggregation and display of
housing projects in the county, launched in Pune.
ATM-on-Wheels, India’s first mobile ATM, launched in Mumbai.

2003: The first Integrated Currency Management Centre launched in Pune.

ICICI Bank announced the setting up of its first-ever offshore branch in

Singapore.
The first offshore banking unit (OBU) at SEEPZ Special Economic Zone,
Mumbai, was launched.
ICICI Bank’s representative office inaugurated in Dubai.
Representative office set up in China.
ICICI Bank’s UK subsidiary launched.
India’s first ever "Visa Mini Credit Card", a credit card 43% smaller in
dimensions was launched.
A subsidiary of ICICI Bank was set up in Canada.
Temasek Holdings acquired 5.2% stake in ICICI Bank.
ICICI Bank became the market leader in retail credit in India.

2004: Max Money, a home loan product that offers the dual benefit of higher eligibility
and affordability to a customer, introduced.

Mobile banking service in India launched in association with Reliance

Infocomm.
India’s first multi-branded credit card with HPCL and Airtel launched.
Kisan Loan Card and innovative, low-cost ATMs were launched in rural India.
ICICI Bank and CNBC TV 18 announced India’s first ever awards recognizing
the achievements of SMEs, a pioneering initiative to encourage the contribution
of Small and Medium Enterprises to the growth of the Indian economy.
ICICI Bank opened its 500th branch in India.

26
 ICICI Bank introduced partnership model wherein ICICI Bank would forge an
alliance with existing micro finance institutions (MFIs). The MFI would
undertake the promotional role of identifying, training and promoting the micro-
finance clients and ICICI Bank would finance the clients directly on the
recommendation of the MFI.
ICICI Bank introduced 8 to 8 Banking wherein all the branches of the Bank
would remain open from 8a.m. to 8 p.m. from Monday to Saturday.
ICICI Bank introduced the concept of floating rate for home loans in India.

2005: First rural branch and ATM launched in Uttar Pradesh at Delpandarwa, Hardoi.

"Free for Life" credit cards launched wherein annual fees of all ICICI Bank
Credit Cards were waived off.
ICICI Bank and Visa jointly launched mChq – a revolutionary credit card on the
mobile phone.
Private Banking Masters 2005, a nationwide Golf tournament for high networth
clients of the Private Banking division launched. This event is the largest
domestic invitation amateur golf event conducted in India.
Becomes the first Indian company to make a simultaneous equity offering of
$1.8 billion in India, the United States and Japan.
Acquired IvestitsionnoKreditny Bank of Russia.
ICICI Bank became the largest bank in India in terms of its market
capitalization.
ICICI Bank became the first private entity in India to offer a discount to retail
investors for its follow-up offer.

2006: ICICI Bank became the first Indian bank to issue hybrid Tier-1 perpetual debt in
the international markets.

ICICI Bank subsidiary set up in Russia.

Introduced a new product - ‘NRI smart save Deposits’ – a unique fixed deposit
scheme for nonresident Indians.
Representative offices opened in Thailand, Indonesia and Malaysia.
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

27
 the field. A low-cost solution, this became an effective delivery option for
ICICI Bank’s micro-finance institution partners.
Financial counseling centre Disha launched. Disha provides free credit
counseling, financial planning and debt management services.
Bhoomi puja conducted for a regional hub in Hyderabad, Andhra Pradesh.

2007: ICICI Bank makes a USD 2 billion three-tranche international bond offering,
which becomes the largest bond offering by an Indian bank.

Sangli Bank was amalgamated with ICICI Bank.

ICICI Bank raised Rs 20,000 crore (approx $5 billion) from domestic and
international markets through a follow-on public offer.
ICICI Bank’s GBP 350 million international bond offering marked the
inaugural deal in the sterling market from an Indian issuer and also the largest
deal in the sterling market from Asia.
Launched India’s first ever jewellery card in association with jewellery major
Gitanjali Group.
ICICI Bank became the first bank in India to launch a premium credit card --
The Visa Signature Credit Card.
The foundation stone for a regional hub in Gandhinagar, Gujarat was laid.
ICICI Bank introduced SME Toolkit, an online resource centre, to help small
and medium enterprises start, finance and grow their business.
ICICI Bank signed a multi-tranche dual currency US$ 1.5 billion syndication
loan agreement in Singapore.
ICICI Bank became the first private bank in India to offer both floating and
fixed rate on car loans, commercial vehicles loans, construction equipment
loans and professional equipment loans.
In a first-of-its-kind, nation wide initiative to attract bright graduate students to
pursue a careers in banking, ICICI Bank launched the "Probationary Officer
Programme".
Launched Bank@Home services for all savings and current account customers
residing in India
ICICI Bank Eurasia LLC inaugurated its first branch at St Petersburg, Russia.

2008: ICICI Bank enters USA, launches its first branch in New York

28
 ICICI Bank enters Germany, opens its first branch in Frankfurt
ICICI Bank launched iMobile, a breakthrough innovation in banking where
practically all Internet banking transactions can now be done easily on the
mobile phone.
ICICI Bank concluded India's largest ever securitization transaction of a pool of
retail loan assets aggregating to Rs. 48.96 billion (equivalent of USD 1.21
billion) in a multi-tranche issue backed by four different asset categories. 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 launches ICICIACTIVE-Banking Interactive Service - along with
DISH TV, which will allow viewers to see information about the Bank's
products and services and contact details on their DISH TV screens.
ICICI Bank and British Airways launch a co-branded credit card, designed to
earn cardholders accelerated reward points with every British Airways flight or
by spending on everyday purchases

Personal Banking:

 Deposits
 Loans
 Cards
 Investments
 Insurance
 Demat services
 Wealth management
NRI Banking:

 Money Transfer
 Bank accounts
 Investments
 Property Solutions
 Insurance
 Loans

29
Business Banking:

 Corporate net banking

 Cash Management
 Trade services
 FX online
 SME services
 Online taxes
 Custodial services

1.3 Research objective:

 To study whether the customers are satisfied with their services among
ICICI bank and SBI bank
 To know about the Customer preferences among ICICI and SBI bank
 To give Suggestions to improve the services

1.4 Review of Literature:

The banking sector in India has made remarkable progress since the economic
reforms in 1991. New private sector banks have brought the necessary competition into
the industry and spearheaded the changes towards higher utilization of technology,
improved customer service and innovative products. Customers are now becoming
increasingly conscious of their rights and are demanding more than ever before. The
recent trends show that most banks are shifting from a “product-centric model” to a
“customer-centric model” as customer satisfaction has become one of the major
determinants of business growth. In this context, prioritization of preferences and close
monitoring of customer satisfaction have become essential for banks. Keeping these in
mind, 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. For
this purpose, Factor Analysis, which is the most appropriate multivariate technique, has
been used to identify the groups of determinants. Factor analysis identifies common
dimensions of factors from the observed variables that link together the seemingly

30
unrelated variables and provides insight into the underlying structure of the data.
Secondly, this study also suggests some measures to formulate marketing strategies to
lure customers towards banks.

1.5 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. It is an institution for receiving,
keeping, and lending money.

Mobile Banking:

Mobile banking (also known as M-Banking, m-banking, SMS Banking etc.) is a

term used for performing balance checks, account transactions, payments etc. via a
mobile device such as a mobile phone. 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.

Internet Banking:

Online banking (or Internet banking) allows customers to conduct financial

transactions on a secure website operated by their retail or virtual bank, credit union or
building society.

Core Banking System:

Core Banking is a general term used to describe the services provided by a

group of networked bank branches. Bank Customers may access their funds and other
simple transactions from any of the member branch offices.

31
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. On
most modern ATMs, the customer is identified by inserting a plastic ATM card with a
magnetic stripe or a plastic smartcard with a chip, that contains a unique card number
and some security information, such as an expiration date or CVC (CVV). Security is
provided by the customer entering a personal identification number (PIN).

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. ATMs are known by various other names
including automated banking machine, money machine, bank machine, cash machine,
hole-in-the-wall, cashpoint, Bancomat (in various countries in Europe and Russia),
Multibanco (after a registered trade mark, in Portugal), and Any Time Money (in India).

32
 RESEARCH
METHODOLOGY

33
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. The respondents can be any gender, any income level, any
occupation and any education level.

Sampling unit

 The sampling units are customers of ICICI bank and SBI bank.

Sampling method

 For this research we use non-probability sampling. Zikmund (1997) stated that
in non-probability sampling, the probability of any particular member of the
population being chosen is unknown. The element in the population does not
have any probability attached to their being chosen as sample subjects.

Snow ball sampling will be applied in this research. Snow ball sampling is used
to collect the data from the customers. 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. This research selects 60 respondents
as the sample size due to limited of time by asking them that they are having an
account in SBI bank and ICICI bank due to the convenience in collecting the

34
 data. The respondents can be any gender, any income level, any occupation and
any education level.

Sampling plan:

 The researcher is going to collect the data from the ATMS and also by visiting
the bank.

2.2 Pilot Study:

A pilot study can refer to many types of experiments, but generally the goal of study is
to replicate the full scale experiment, but only on a smaller scale.

A pilot is often used to test the design of the full-scale experiment. The design can then
be adjusted in time. This can turn out to be valuable: should anything be missing in the
pilot, it can be added to the experiment and chances are that the full-scale (and more
expensive) experiment will not have to be re-done.

Validity:
The ability of a scale or a measuring instrument to measure what it is intended
to measure can be termed as the validity of the measurement. Validity can be measured
through several methods like face validity, content validity, criterion – related validity
and construct validity. For this comparative study the researcher has taken the face
validity.

Face validity:

Face validity refers to the collective agreement of the experts and researchers on
the validity of the measurement scale. The researcher has gave the questionnaire to the
experts in banking field.

Reliability:

35
 In reliability the researcher has adopted the alpha method. The reliability for the
SBI bank ATM service is .630.It shows that the question regarding to SBI ATM service
is reliable. And for the internet banking service is .767. And for the mobile banking
service is .896. And for the core banking system is .902. If the reliability result is .6 or
above .6 the data is reliable. And for this study the data is reliable because all the
service are above .6.
2.3 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, that is

personal interview with the aid of printed questionnaires.

Data Analysis:

Appropriate statistical analysis will be adopted. The data will be tabulated and
analyzed.

2.4 Limitations of the Study:

 The study is limited to a particular branch of SBI and ICICI bank.
 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.

36
DATA ANALYSIS

&

INTERPERTATION

37
Data Analysis and Interpretation:
The following information contains the data interpretation of the
questionnaires. The respondent’s responses for the questions have been interpreted and
a finding has been made based on the respondents responses.

Frequency table for the demographic details of the SBI respondent’s

Table 3.1

AGE OF THE RESPONDENTS

Frequency Percent
25YRS-35YRS 12 38.7
36YRS-45YRS 5 16.1
46YRS-55YRS 5 16.1
ABOVE 55YRS 8 25.8
Total 30 100

Interpretation:

From the above table 38.7% respondents are belonging to the age category of 25yrs-
35yrs. And 16.1% respondents are belonging to the category of 36yrs-45yrs and 46yrs-
55yrs. And 25.8% respondents are belonging to the category of above 55yrs.

Graph: 3.1

38
Table 3.2

39
 GENDER OF THE RESPONDENTS

Frequency Percent
FEMALE 15 48.4
MALE 15 48.4
Total 30 100

Interpretation:

From the above table 48.4% respondents are belonging to the category of
female. And the remaining 48.4% respondents are belonging to the
category of male.

Graph: 3.2

40
 Table 3.3

EDUCATIONAL QUALIFICATION OF THE RESPONDENTS

41
 Frequency Percent
SCHOOL 3 9.7
UG 9 29.0
PG 14 45.2
PROFESSIONAL 3 9.7

COURSE
M.phil/phd 1 3.2
Total 30 100

Interpretation:

From the above table 9.7% of respondents are belonging to the category of
school and professional course. And 29.0% of respondents are belonging
to the category of UG. And 45.2% of respondents are belonging to the
category of PG. And 3.2% of respondents are belonging to the category of
M.phil/phd.

Graph 3.3

42
Table 3.4

43
 OCCUPATION OF THE RESPONDENTS

Frequency Percent
SALARIED PERSON 25 80.6
PROFESSIONALS 1 3.2
SUPERVISOR 1 3.2
MANAGERIAL 3 10.0
Total 30 100

Interpretation:

From the above table 80.6% of respondents are falling under the category
of salaried person. And 3.2% of respondents are falling under the category
of professionals and supervisor. And 10% of respondents are belonging to
the category of managerial.

Graph 3.4

44
 Table 3.5

INCOME LEVEL OF THE RESPONDENTS

45
 Frequency Percent
Rs.5,000-Rs.15,000 17 54.8
Rs.15,001-Rs.25,000 8 25.8
Rs.25,001-Rs.35,000 4 12.9
Above Rs.45,000 1 3.2
Total 30 100

Interpretation:

From the above table 54.8% of respondents are falling under the income
range between Rs.5, 000-Rs.15, 000. And 25.8% are falling under the
income range between Rs.15, 001-Rs.25, 000. And 12.9% of respondents
are falling under the income range between Rs.25, 001-Rs.35, 000. And
3.2% of respondents are falling under the income range between Above
Rs.45, 000.

Graph 3.5

46
Table 3.6

47
 REASON TO CHOOSE THE SERVICE

Frequency Percent
EFFICIENT CUSTOMER 14 45.2

SERVICE
TIME SAVING 8 25.8
TRANSCATION COSTS 3 9.7
TECHNOLOGY 1 3.2
MORE ATMS 4 12.9
Total 30 100

Interpretation:

From the above table 45.2% of respondents are saying that the reason to
choose SBI is they are providing efficient customer service. And 25.8% of
respondents are saying that the reason to choose SBI is they are reducing
our waiting time. And 9.7% of respondents are saying that the reason to
choose SBI is Transaction costs. And 3.2% of respondents are saying that
the reason to choose SBI is Technology. And 12.9% of respondents are
saying that the reason to choose SBI is they are provided more ATM
facility.

Graph 3.6

48
Table 3.7

49
 TYPE OF SERVICE PREFER THE MOST

Frequency Percent
ATM SERVICE 19 61.3
INTERNET BANKING 3 9.7
MOBILE BANKING 3 9.7
CORE BANKING 5 16.1

SYSTEM
Total 30 100

Interpretation:

From the above table 61.3% of respondents prefer the ATM service. And
9.7% of respondents are preferred the internet banking and mobile
banking. And 16.1% of respondents prefer the core banking system.

Graph 3.7

50
FREQUENCY TABLE FOR THE DEMOGRAPHIC DETAILS OF
THE ICICI RESPONDENT’S

51
 Table 3.8

AGE OF THE ICICI RESPONDENTS

Frequency Percent
25 YRS-35 YRS 29 96.7
ABOVE 55 YRS 1 3.3
Total 30 100

Interpretation:

From the above table 96.7% of respondents are falling under the age group
of 25yrs-35yrs. And 3.3% of respondents are falling under the group of
above 55yrs.

Graph 3.8

52
Table 3.9

53
 GENDER OF THE ICICI RESPONDENTS

Frequency Percent
FEMALE 12 40
MALE 18 60
Total 30 100

Interpretation:

From the above table 40% of respondents are belonging to the female
category. And 60% of respondents are belonging to the male category.

Graph 3.9

54
Table 3.10

55
 EDUCATIONAL LEVEL OF ICICI RESPONDENTS

Frequency Percent
UG 2 6.7
PG 21 70.0
PROFESSIONALS 6 20.0
M.Phil/Ph.D 1 3.3
Total 30 100

Interpretation:

From the above table 6.7% of respondents are belonging to the category of
UG. And 70% of respondents are belonging to the category of PG. And
20% of respondents are belonging to the category of professionals. And
3.3% of respondents are belonging to the category of M.Phil/Ph.D.

Graph: 3.10

56
 Table 3.11

OCCUPATION OF THE ICICI RESPONDENTS

57
 Frequency Percent
SALARIED PERSON 23 76.7
BUSINESS MAN 3 10.0
PROFESSIONALS 3 10.0
MANAGERIAL 1 3.3
Total 30 100

Interpretation:

From the above table 76.7% of respondents belong to the category of

salaried person. And 10% of respondents are belonging to the category of
businessman and professionals. And 3.3% of respondents are belonging to
the category of managerial.

Graph : 3.11

58
Table 3.12

59
 INCOME LEVEL OF THE ICICI RESPONDENTS

Frequency Percent
Rs.5,000-Rs.15,000 16 53.3
Rs.15,001-Rs.25,000 2 6.7
Rs.25,001-Rs.35,000 9 30.0
Rs.35,001-Rs.45,000 2 6.7
Above Rs.45,000 1 3.3
Total 30 100

Interpretation:

From the above table 53.3% of respondents are falling under the income
level of Rs.5, 000-Rs.15, 000. And 6.7% of respondents are falling under
the income level of Rs.15, 001-Rs.25, 000 and Rs.35, 001-Rs.45, 000. And
30% of respondents are falling under the income level of Rs.25, 001-
Rs.35, 000. And 3.3% of respondents are falling under the income level of
above Rs.45, 000.

Graph 3.12

60
Table 3.13

61
 REASON FOR CHOOSING ICICI SERVICES

Frequency Percent
EFFICIENT CUSTOMER 8 26.7

SERVICE
EFFICIENT COMPLAINTS 8 26.7

HANDLING
TIME SAVING 4 13.3
TRANSACTION COSTS 2 6.7
TECHNOLOGY 4 13.3
RELIABLE 4 13.3
Total 30 100

Interpretation:

From the above table 26.7% of respondents are saying that the reason to
choose ICICI is they are providing efficient customer service and efficient
complaint handling. And 13.3% of respondents are saying that the reason
to choose ICICI is they are reducing our waiting time, technology and
reliable. And 6.7% of respondents are saying that the reason to choose
ICICI is Transaction costs.

Graph 3.13

62
Table 3.14

63
 TYPE OF SERVICES PREFER THE MOST

Frequency Percent
ATM SERVICE 13 43.3
INTERNET BANKING 9 30.0
MOBILE BANKING 4 13.3
CORE BANKING 4 13.3

SYSTEM
Total 30 100

Interpretation:

From the above table 43.3% of respondents prefer the ATM service. And
30% of respondents are preferred the internet banking. And 13.3% of
respondents prefer the core banking system and mobile banking.

Graph 3.14

64
Cross Tabulation and chi- Square Test:

65
The following table below is cross tabs and chi- square test for the demographic details
for the SBI 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.

Table 3.15

EDUCATIONAL QUALIFICATION OF THE RESPONDENTS

REASON TO CHOOSE THE SERVICE Cross tabulation

REASON TO CHOOSE THE SERVICE

EFFICIEN TIME TRANSCATIO TECHNOLOG MOR

T SAVIN N COSTS Y E Total
CUSTOME G ATM
R S
SERVICE
SCHOOL 6.7% 3.3% 0.0% 0.0% 0.0% 10%

UG 13.3% 10% 3.3% 0.0% 3.3% 30%

PG 13.3% 13.3% 6.7% 3.3% 10% 46.7%

PROFESSIONA 10% 0.0% 0.0% 0.0% 0.0% 10%

L COURSE

3.3% 0.0% 0.0% 0.0% 0.0% 3.3%

M.phil/phd

Total 46.7% 26.7% 10.0% 3.3% 13.3 100.0

% %

Interpretation:

From the above table 6.7% of respondents are falling under the education level of
school has chosen the efficient customer service in SBI.

Graph 3.15

66
67
 FINDINGS
RECOMMENDATIONS
AND
CONCLUSION

FINDINGS
68
 Some of the respondents to choose the SBI bank is because the bank is proving
more ATM facility to the customers.
 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.
 And the income level of the respondents who are having an account in SBI
bank falling under the income level of Rs. 5,000 – Rs.15.000.
 The age group of 25yrs – 35yrs respondents mostly is having an account in
SBI bank.
 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 SBI bank. The few are deposit of cash in ATM, request for cheque book in
ATM, end of the day balance in mobile, etc.
 Some of the respondents to choose the ICICI bank is because the bank is
more reliable to the customers.
 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.
 And the income level of the respondents who are having an account in
ICICI bank falling under the income level of Rs. 5,000 - Rs.15.000.
 The age group of 25yrs - 35yrs respondents mostly is having an account in
ICICI bank.
 The male gender is mostly having an account in ICICI bank.
 And many of the respondents are not aware of the many services
rendered by the ICICI bank. The few are deposit of cash in ATM, request for
cheque book in ATM, end of the day balance in mobile, etc.

RECOMMENDATIONS
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 Since many of the respondents are not aware of there key services. The bank
has to take some initiatives.
 The bank can post a list of services that they are rendered to the customers
inside the bank Premises.
 And they can post demo of all these services in their bank website.
 They can concentrate more on the respondents are falling under the age group
25yrs – 35yrs.
 The SBI bank can concentrate on customer complaints handling.
 The ICICI bank can concentrate on the female gender.
 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.

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 CONCLUSION

 Since both the banks are competing equally with each other.
 But SBI bank is little bit below the line in customer complaints handling when
compared to ICICI bank.
 The ICICI bank is little bit below the line in concentrating on female customers
when to SBI bank.

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APPENDICS

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BIBLIOGRAPHY:
 Research Methodology
- ICFAI Publication
 S.P.Gupta Statistics Book.

Websites:
 www.ezine@rticles.com

 www.googlesearch.com

 www.iupindia.org

 www.ebscohostsearch.com

 www.emeraldinsight.com

 www.scribd.com

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 QUESTIONNAIRE
Personal details :

1. Name:
2. Age: a) □ 25yrs- 35 yrs b) □ 36 yrs - 45yrs c) □ 46 – 55 yrs
d) □ above 55 yrs
3. Gender: a) Male □ b) Female □
4. Educational Qualification:
a) Illiterate □ b) School □ c) UG □ d) PG □
e) Professional Course □ f) Others □
5. Occupation: a) House wife □ b) Students □ c) Salaried person □
d) Business man □ e) Professionals □ f) Supervisor □
g) Managerial □ h) pensioner □
6. Income level:
a) Rs.5,000 – Rs.15,000 b) Rs.15,001-Rs.25,000
c) Rs.25,001- Rs.35,000 d) Rs.35,001-Rs.45,000
e) Above Rs. 45,000

7. In which bank do you have an account?

a) ICICI bank □ b) SBI bank □

8. 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.

9. What type of services do you prefer the most?

a) ATM service b) Internet Banking c) Mobile Banking
d) Core banking system e) Others _____________ pls specify

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 CUSTOMER SERVICE QUESTIONNAIRE

Please use (√) mark to give your responses for the following questions

1=strongly disagree, 2= disagree, 3= neutral, 4= agree, 5= strongly agree

S.No 1 2 3 4 5
ATM Service
1 I am facing problems in withdrawing cash from
ATM.
2 I am facing problems like insufficient cash in
ATM.
3 ATM services are useful for me to deposit cash
and cheques
4 ATM services are useful for me to request for
cheque book
5 ATM services are useful for me to get the enquiry
statement of my account.
Internet Banking
1 Internet banking helps me to transfer funds from
the bank to the personalized transactions
2 Internet banking saves me time for the banking
transactions
3 Internet banking helps me in bill payments
4 Internet banking secures the money transactions
5 Internet banking helps in online trading

Mobile Banking
1 Mobile banking is useful for me to know the end
of day account balance.
2 Mobile banking is useful for me to know the
cheque details
3 Mobile banking is useful for me to know the
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 Debit/credit above certain limit in my account.
4 Mobile banking is useful for me to Stop
inward/outward cheques.
5 Mobile banking is useful for my bill payments
6 Mobile banking helps me to know about the
debit/credit details
7 Mobile banking provides me a support for
ticketing, recharging mobiles etc.
Core Banking system
1 Core banking system helps me to transfer funds
from different branches
2 Core banking system makes me convenient to
know about the deposit details
3 Core banking system helps me to protect my
personal information
4 Core banking system helps me for the ATM
service transactions
5 Core banking system helps me for the internet
banking transactions

*******

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