PROJECT SYNOPSIS

TITLE –

COMPARATIVE STUDY ON EFFECTIVENESS OF THE SERVICES

PROVIDED BY ICICI BANK AND SBI TO THEIR CUSTOMERS

SUBMITTED BY-

RISHAB DEV PARASHAR

22001701083
MBA IV SEM
 INTRODUCTION
Effectiveness of services refers to the extent to which customers are happy with the products and services provided
by a business. Customers satisfaction levels can be measured using survey techniques and questionnaires.

DEFINITIONS:
 Effectiveness of services is equivalent to making sure that product and service performance meets customer
expectations.

 Effectiveness of services is the perception of the customer that the outcome of a business transaction is equal to or
greater than his/her expectation.

 Effectiveness of services occurs when acquisition of products and/or services provides a minimum negative departure
from expectations when compared with other acquisitions.

 BENEFITS OF EFFECTIVENESS OF SERVICES:

 The importance of Effectiveness of services and support is increasingly becoming a vital

business issue as organization realize the benefits of Customer Relationship Management
(CRM) for providing effective customer service.
 Professionals working within customer focused businesses or those running call centers
or help desks, need to keep informed about the latest effectiveness of services techniques
for running a valuable customer service function.
 From small customer service departments to large call centers, the importance of
developing a valued relationship with customers using CRM is essential to support
customer and long term business growth.
 OBJECTIVES OF STUDY
1) To study COMPARATIVE STUDY ON EFFECTIVENESS OF THE
SERVICES PROVIDED BY ICICI BANK AND SBI TO THEIR CUSTOMERS as
well as suggesting them the ways for successfully implementing.
2) To analysis current practices of services in Banking Industry.
3) To study the customer level of Banking.
4) To find out the factors those influence the effectiveness of services.
5) To understand the methods adopted to provide effectiveness of
services to customers level in Banking Industry.
6) To focus on measure element of selection process.
 COMPANY PROFILE
• State Bank of India (SBI), established in 1806 as
the Bank of Calcutta, is a government-owned
financial institution headquartered in Mumbai,
India. With a rich legacy spanning over two
centuries, SBI has grown to become one of the
largest and most trusted banks in India and
globally. The bank operates an extensive network
of branches and ATMs, providing a wide range of
financial products and services to individuals,
businesses, and institutions. SBI is known for its
commitment to innovation, digital transformation,
and financial inclusion. With a global presence
and a diverse range of services, the bank continues
to play a pivotal role in shaping India's financial
landscape.
 COMPANY PROFILE
• ICICI Bank, established in 1994 as a pivotal player
in India's banking sector, has grown to become one
of the country's largest private sector banks. As a
subsidiary of the ICICI Group, the bank offers a
comprehensive suite of financial products and
services, spanning retail and corporate banking,
wealth management, and specialized financial
solutions. Known for its commitment to innovation,
ICICI Bank has embraced digital transformation,
providing cutting-edge online and mobile banking
services. With a global presence and a focus on
corporate social responsibility, the bank continues
to shape India's financial landscape through its
customer-centric approach and dedication to
excellence.
 RESEARCH METHODOLOGY
• Research Type: Empirical Research
Empirical research is a way of gaining knowledge by mean of direct observation
or experience, Empirical evidence (the record of one’s direct observations or
experiences) can be analyzed quantitatively or qualitatively.
• Research Method: Qualitative Method
Qualitative research helps to gain insight into people’s behaviors, value systems,
motivations, culture or lifestyles, and how these attributes have a role to play in
decision and policy making, communicating, and conducting research.
Research Design: Convenience Sampling
Convenience sampling is a non-probability sampling method where units are
selected for inclusion in the sample because they are the easiest for the researcher
to access. This can be due to geographical proximity, availability at a given time,
or willingness to participate in the research.
• Data Collection: Primary Data
• Primary data is a type of data that is collected by researchers directly from
main sources through interviews, surveys, experiments, etc. Primary data are
usually collected from the source—where the data originally originates from
and are regarded as the best kind of data in research.

•
Sample Size: 100