ARYA SCHOOL OF MANAGEMENT & IT, BHUBANESWAR

A summer internship Project

ON

CUSTOMER SATISFACTION ON SERVICES PROVIDED BY ICICI BANK

(A project report submitted in partial fulfillment of the requirement for the award of bachelor of business administration, under Utkal University)

Bhubaneswar, ORISSA

Prepared by:

Lipika Satpathy

Roll no: 13767U12

Under the guidance of

Internal Guide: External Guide:

Mr. Rashmi Ranjan Panigrahi Mr. SUBRAT PRUSTY Lecturer in Finance Asst. Marketing Manager ASMIT ICICI BANK

Utkal University, Vanivihar,

Bhubaneswar, Odisha.

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Acknowledgement

I am thankful to ICICI BANK COMPANY LTD, for giving me an opportunity to

work in their esteemed organization. I am honored to sincerely thank Mr. Mr. SUBRAT PRUSTY (Asst. Marketing Manager), ICICI BANK, Bhubaneswar, who

gave me an opportunity to work under such an esteemed organization and for

expressing his faith and confidence in me by assigning this project.

I am also grateful to our guide Mr. RASHMI RANJAN PANIGRAHI (Lecturer in

Finance), ASMIT, whose continuous and valuable guidance can never be forgotten

and without whom, this study could not have got this present shape.

As the outset I express my deep sense of gratitude to our Hon’ble Director,

ASMIT& to the course coordinator of BBA for giving me permission to undergo

this training programme.

Finally I am thankful to all the faculty members & friends who supported me for

doing the project

Lipika Satpathy BBA 5th Sem.

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Declaration by student

I, Lipika Satpathya student of ARYA SCHOOL OF MANAGEMENT & IT do hereby declare that this Summer Internship Project on “CUTOMER SATISFACTION ON THE SERVICES PROVIDED BY ICICI BANK ” submitted by me under the external guidance of Mr. SUBRAT PRUSTY and Internal guidance of Mr. RASHMI RANJAN PANIGRAHI, Lecturer in Finance, ASMIT.

This Project report is an Original Piece of work done by me and as far as my knowledge is concerned it has not been submitted to another university or published in any where prior to it.

Lipika Satpathy

BBA 5th Sem.

3

EXTERNAL CERTIFICATE

4

INTERNAL CERTIFICATE

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Table of CONTENTS

Chapter Subject Page no1 INTRODUCTION

EXECUTIVE SUMMARY RESEARCH OBJECTIVEBANKING STRUCTURE IN INDIA INTRODUCTIONHISTORY OF BANKING IN INDIARESEARCH METHODOLOGY

789101114

2 INDUSTRY PROFILE 153 COMPANY PROFILE 214 COMPANY EFFORTS TO ENSURE CUSTOMER

SATISFACTION47

5 DATA ANALYSIS AND INTERPRETATION 516 FINDINGS 577 SUGGESTIONS 588 CONCLUSION 599 BIBLIOGRAPHY 60

10 APPENDIX 61

6

EXECUTIVE SUMMARY

Private banking is a concept which is new and fast emerging in the world of

banking where changes have become a necessity in order for banks to survive in

this competitive environment vis-à-vis not only from the public and private sector

banks but also from the foreign banks. The objective of the research is to explore

the various products, which a private banker deals into and the systematic process

involved to match client requirements with the right kind of product.

Through this research one of the main objectives is to explore the reason why most

of the banks are injecting private banking as business profile to their set of service

offerings.

Though private banking evolved in late 80’s in Asia, in India it’s not more than 5

years old. ICICI started it in Aug 2002 and since then it has been a remarkable

success. Today there are enormous solutions to cater client needs but what suits

best to a client is where private banking fits in. Every client will have different

needs, liking and preferences. So a customized portfolio for every client is the need

of the day.

This research will highlight more on the product portfolio of ICICI Private

Banking, how they have changed or innovatively structured to be attractive and

competitive.

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RESEARCH OBJECTIVE

1. To identify the major attributes of customer satisfaction.

2. To study customer perception about ICICI BANK Ltd.

3. To identify and study the various ways of ensuring customer satisfaction

adopted by ICICI BANK Vs HDFC & SBI.

BANKING STRUCTURE IN INDIA

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Scheduled Banks in India

(A) Scheduled Commercial Banks

Public sector Banks

Private sector Banks

Foreign Banks in India

Regional Rural Bank

(28) (27) (29) (102) Nationalized

Bank Other Public

Sector Banks (IDBI) SBI and its

Associates

Old Private Banks

New Private Banks

(B) Scheduled Cooperative Banks

Here we more concerned about private sector banks and competition among them.

Today, there are 27 private sector banks in the banking sector: 19 old private sector

banks and 8 newprivate sectorbanks.Thesenew bankshave brought in state-of-the-art

technology andaggressively marketed their products. The Public sector banks are

facing a stiff competition from thenew private sector banks.

The banks which have been setup in the 1990s under the guidelinesof the

Narasimham Committee are referred to as NEW PRIVATE SECTOR BANKS.

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Scheduled Urban Cooperative Banks (55)

Scheduled State Cooperative Banks (31)

INTRODUCTION

The banking section will navigate through all the aspects of the Banking System in

India. It will discuss upon the matters with the birth of the banking concept in the

country to new players adding their names in the industry in coming few years.

The banker of all banks, Reserve Bank of India (RBI), the Indian Banks

Association (IBA) and top 20 banks like IDBI, HSBC, ICICI, ABN AMRO, etc.

has been well defined under three separate heads with one page dedicated to each

bank. However, in the introduction part of the entire banking cosmos, the past has

been well explained under three different heads namely:

History of Banking in India

Nationalization of Banks in India

Scheduled Commercial Banks in India

The first deals with the history part since the dawn of banking system in India.

Government took major step in the 1969 to put the banking sector into systems and

it nationalized 14 private banks in the mentioned year. This has been elaborated in

Nationalization Banks in India. The last but not the least explains about the

scheduled and unscheduled banks in India. Section 42 (6) (a) of RBI Act 1934 lays

down the condition of scheduled commercial banks. The descriptions along with a

list of scheduled commercial banks are given on this page.

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HISTORY OF BANKING IN INDIA

Without a sound and effective banking system in India it cannot have a healthy

economy. The banking system of India should not only be hassle free but it should

be able to meet new challenges posed by the technology and any other external and

internal factors.

For the past three decades India's banking system has several outstanding

achievements to its credit. The most striking is its extensive reach. It is no longer

confined to only metropolitans or cosmopolitans in India. In fact, Indian banking

system has reached even to the remote corners of the country. This is one of the

main reasons of India's growth process.The government's regular policy for Indian

bank since 1969 has paid rich dividends with the nationalization of 14 major

private banks of India.Not long ago, an account holder had to wait for hours at the

bank counters for getting a draft or for withdrawing his own money. Today, he has

a choice. Gone are days when the most efficient bank transferred money from one

branch to other in two days. Now it is simple as instant messaging or dial a pizza.

Money have become the order of the day.

The first bank in India, though conservative, was established in 1786. From 1786

till today, the journey of Indian Banking System can be segregated into three

distinct phases. They are as mentioned below:

Early phase from 1786 to 1969 of Indian Banks

Nationalization of Indian Banks and up to 1991 prior to Indian banking

sector Reforms.

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New phase of Indian Banking System with the advent of Indian Financial &

Banking Sector Reforms after 1991. To make this write-up more

explanatory, I prefix the scenario as Phase I, Phase II and Phase III.

Phase I

The General Bank of India was set up in the year 1786. Next came Bank of

Hindustan and Bengal Bank. The East India Company established Bank of Bengal

(1809), Bank of Bombay (1840) and Bank of Madras (1843) as independent units

and called it Presidency Banks. These three banks were amalgamated in 1920 and

Imperial Bank of India was established which started as private shareholders

banks, mostly Europeans shareholders.

In 1865 Allahabad Bank was established and first time exclusively by Indians,

Punjab National Bank Ltd. was set up in 1894 with headquarters at Lahore.

Between 1906 and 1913, Bank of India, Central Bank of India, Bank of Baroda,

Canara Bank, Indian Bank, and Bank of Mysore were set up. Reserve Bank of

India came in 1935.

During the first phase the growth was very slow and banks also experienced

periodic failures between 1913 and 1948. There were approximately 1100 banks,

mostly small. To streamline the functioning and activities of commercial banks, the

Government of India came up with The Banking Companies Act, 1949 which was

later changed to Banking Regulation Act 1949 as per amending Act of 1965 (Act

No. 23 of 1965). Reserve Bank of India was vested with extensive powers for the

supervision of banking in India as the Central Banking Authority.

During those day’s public has lesser confidence in the banks. As an aftermath

deposit mobilization was slow. Abreast of it the savings bank facility provided by

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the Postal department was comparatively safer. Moreover, funds were largely

given to traders.

Phase II

Government took major steps in this Indian Banking Sector Reform after

independence. In 1955, it nationalized Imperial Bank of India with extensive

banking facilities on a large scale especially in rural and semi-urban areas. It

formed State Bank of India to act as the principal agent of RBI and to handle

banking transactions of the Union and State Governments all over the

country.Seven banks forming subsidiary of State Bank of India was nationalized in

1960 on 19th July, 1969, major process of nationalization was carried out. It was

the effort of the then Prime Minister of India, Mrs. Indira Gandhi. 14 major

commercial banks in the country was nationalized.

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RESEARCH METHODOLOGY

Data Collection Techniques:

This project consists of two parts.

The first part is a study of the banking industry, ICICI Bank using secondary data

sources. This secondary information has been sourced from the internet and from

business related magazines and newspapers.

The second part of the study has been done using an exploratory research process and a structured questionnaire was developed for this purpose. For the collection of primary data this was the only method used. The reason I used this method is because a need was felt for the free influx of information about the products. Also this method allowed the use of skills gained in class.

Sample Design:

The population considered for the purpose of the survey was people residing in Delhi and the National Capital Region (NCR).

Sampling Technique Used:

Since the information required was not of a very technical nature and also looking at the scope of the project and the extent of the target segment, the sampling technique employed was Convenience Sampling. I administered the questionnaires.

Sample Size:

I have restricted the sample size to 50 respondents. This was done keeping in mind the time constraints and the fact that I felt that this number would be enough to serve the information needs required to show the trends.

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INDUSTRY PROFILE

BANKS IN INDIA

In India the banks are being segregated in different groups. Each group has their own benefits and

limitations in operating in India. Each has their own dedicated target market. Few of them only work in

rural sector while others in both rural as well as urban. Many even are only catering in cities. Some are

of Indian origin and some are foreign players.All these details and many more is discussed over here.

The banks and its relation with the customers, their mode of operation, the names of banks under

different groups and other such useful information’s are talked about.One more section has been taken

note of is the upcoming foreign banks in India. The RBI has shown certain interest to involve more of

foreign banks than the existing one recently. This step has paved a way for few more foreign banks to

start business in India.

Major Banks in India

ABN-AMRO Bank Abu Dhabi Commercial Bank American Express Bank Andhra Bank Allahabad Bank Bank of Baroda Bank of India Bank of Maharastra Bank of Punjab Bank of Rajasthan Bank of Ceylon BNP Paribas Bank Canara Bank Catholic Syrian Bank Central Bank of India Centurion Bank

Indian Overseas Bank IndusInd Bank ING Vysya Bank Jammu & Kashmir Bank JPMorgan Chase Bank Karnataka Bank KarurVysya Bank Laxmi Vilas Bank Oriental Bank of Commerce Punjab National Bank Punjab & Sind Bank Scotia Bank South Indian Bank Standard Chartered Bank State Bank of India (SBI) State Bank of Bikaner &

Jaipur15

China Trust Commercial Bank Citi Bank City Union Bank Corporation Bank

State Bank of Hyderabad State Bank of Indore State Bank of Mysore State Bank of Saurastra

Fact Files of Banks in India

The first, the oldest, the largest, the biggest, get all such types of information’s

about Banking in India in this section.

Bank of India was founded in 1906 in Mumbai. It became the first Indian bank to

open a branch outside India in London in 1946 and the first to open a branch in

continental Europe at Paris in 1974.

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PUBLIC SECTOR BANKS

Among the Public Sector Banks in India, United Bank of India is one of the 14

major banks, which were nationalized on July 19, 1969. Its predecessor, in the

Public Sector Banks, the United Bank of India Ltd., was formed in 1950 with the

amalgamation of four banks viz. Camilla Banking Corporation Ltd. (1914), Bengal

Central Bank Ltd. (1918), Camilla Union Bank Ltd. (1922) and HooghlyBank Ltd.

(1932).

Oriental Bank of Commerce (OBC), Government of India Undertaking offers

Domestic, NRI and Commercial banking services. OBC is implementing a

GRAMEEN PROJECT in Dehradun District (UP) and Hanumangarh District

(Rajasthan) disbursing small loans. This Public Sector Bank India has

implemented 14 point action plan for strengthening of credit delivery to women

and has designated 5 branches as specialized branches for women entrepreneurs.

The following are the list of Public Sector Banks in India Allahabad Bank Andhra Bank Bank of Baroda Bank of India Bank of Maharashtra Canara Bank Central Bank of India Corporation Bank

List of State Bank of India and its subsidiary, a Public Sector Banks

State Bank of India

o State Bank of Bikaner & Jaipur

o State Bank of Hyderabad

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o State Bank of Indore

o State Bank of Mysore

o State Bank of Saurastra

o State Bank of Travancore

PRIVATE SECTOR BANKS:

Private banking in India was practiced since the beginning of banking system in

India. The first private bank in India to be set up in Private Sector Banks in India

was IndusInd Bank. It is one of the fastest growing Bank Private Sector Banks in

India. IDBI ranks the tenth largest development bank in the world as Private Banks

in India and has promoted world class institutions in India.

The first Private Bank in India to receive an in principle approval from the Reserve

Bank of India was Housing Development Finance Corporation Limited, to set up a

bank in the private sector banks in India as part of the RBI's liberalization of the

Indian Banking Industry. It was incorporated in August 1994 as HDFC Bank

Limited with registered office in Mumbai and commenced operations as Scheduled

Commercial Bank in January 1995.

ING Vysya, yet another Private Bank of India was incorporated in the year 1930.

Bangalore has a pride of place for having the first branch inception in the year

1934. With successive years of patronage and constantly setting new standards in

banking, ING Vysya Bank has many credits to its account.

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INDIAN BANKING INDUSTRY

The Indian banking market is growing at an astonishing rate, withAssets expected

to reach US$1 trillion by 2010. An expanding economy, middle class, and

technological innovations are allcontributing to this growth.

The country’s middle class accounts for over 320 million People. In correlation

with the growth of the economy, rising income levels, increased standard of living,

and affordability of banking products are promising factors for continued

expansion.The Indian banking market is growing at an astonishing rate, with

Assets expected to reach US$1 trillion by 2010. An expanding economy, middle

class, and technological innovations are allcontributing to this growth.

The Indian banking Industry is in the middle of an IT revolution, Focusing

on the expansion of retail and rural banking. Players are becoming

increasingly customer - centric in their approach, which has resulted in

innovative methods of offering new bankingproducts and services. Banks are

now realizing the importance of being a big player and are beginning to

focus their attention on mergers and acquisitions to take advantage of

economies of scale and/or comply with Basel II regulation.“Indian banking

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industry assets are expected to reach US$1 trillion by 2010 and are poised to

receive a greater infusion of foreign capital,” says PrathimaRajan, analyst in

Celent's banking group and author of the report. “The banking industry should

focus on having a small number of large players that can compete globally rather

than having a large number of fragmented players."

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COMPANY PROFILE

Type Private, BSE & NSE, NYSE

Founded 1955 (as Industrial credit and Investment corporation of India)

Headquarters

ICICI Bank Ltd.,ICICI Bank Towers, BandraKurla

Mumbai, India

Key people N Vaghul, K.V. Kamath, ChandaKochhar, V Vaidyanathan, MadhabiPuri

IndustryBankingInsuranceCapital Markets and allied industries

Products Loans, Credit Cards, Savings, Investment vehicles, Insurance etc.

Revenue ▲ USD 5.79 billion

Total assets Rs. 3,997.95 billion (US$ 100 billion) at March 31, 2008.

OVERVIEW21

ICICI Bank (formerly Industrial Credit and Investment Corporation of

India). ICICI Limited was established in 1955 by the World Bank, the

Government of India and the Indian Industry, for the promotion of industrial

development in India by giving project and corporate finance to the industries in

India. ICICI Bank has grown from a development bank to a financial conglomerate

and has become one of the largest public financial institutions in India. ICICI Bank

has financed all the major sectors of the economy, covering 6,848 companies and

16,851 projects. As of March 31, 2000, ICICI had disbursed a total of

Rs.1,13,070crores, since inception.

ICICI Bank Fact Files:

Total assets: Rs.146,214crore (December 31, 2004)

Network: 530 branches

ATMs: Over 1,880

Abroad Subsidiaries: United Kingdom and Canada

Abroad branches: Singapore and Bahrain

Representative offices: United States, China, United Arab Emirates, and

Bangladesh and South Africa.

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ICICI Bank currently has subsidiaries in the United Kingdom, Russia and

Canada, branches in Singapore, Bahrain, Hong Kong, Sri Lanka and Dubai

International Finance Center and representative offices in the United States, United

Arab Emirates, China, South Africa and Bangladesh. Our UK subsidiary has

established a branch in Belgium. ICICI Bank is the most valuable bank in India in

terms of market capitalization.

BUSINESS OBJECTIVES

Vision

To be the leading provider of financial services in India and a major global bank.

Mission

We will leverage our people, technology, speed and financial capital to:be the banker of first choice for our customers by delivering high quality, world-class

Service.

Expand the frontiers of our business globally. Play a proactive role in the full realization of India’s potential. maintain a healthy financial profile and diversify our earnings across

businesses and geographies. Maintain high standards of governance and ethics. Contribute positively to the various countries and markets in which we

operate. Create value for our stakeholders.

Product and Services

Service and banking of ICICI bank categorized in to personal banking, business banking and NRI banking services.

Personal banking- Deposit in form of saving, recurring, term deposit, senior citizen deposit and children depository account are there for individual customer can also avail of their housing, automobile, farm equipment, business or personal

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loan scheme. Personal client can also invest in mutual funds and participate in stock trading through ICICI bank.

Business banking – Business banking services of ICICI Bank are exhaustive. Project financing, deal assessment, and land evaluation are investment banking services offered to corporate clients. Global trade and cash management transaction services facilitate remittances and receipts across important cities. Capital market and custodial services enable business houses to participate in equity trading and transfer acrossmajor stock markets of world. 

Customer

ICICI bank targets all segment of customer with various types of products and

services. I interacted with aa lot of customers and collect their feedback on the

given services of company, and feedback are positive response from all point of

view. Customers are beneficiary from both sides monetary as well as non

monetary. The bank targets to add nearly 500,000 customers under the new scheme

in the next one year and plans to offer auto loans through the new online channel in

the future, ICICI Bank's Executive Director, V Vaidyanathan, said here.As of now,

nearly 24 per cent of our customer transactions are happening through internet. We

are primarily targeting our urban customers, who constitute nearly 70 per cent of

our total customer-base," Vaidyanathan said.

Conform to legal requirements or comply with legal process;

Protect and defend ICICI bank's or its affiliates rights, interests or property;

Enforce the terms and conditions of the products or services; or

Act to protect the interests of ICICI bank, its affiliates, or its members,

constituents or of other persons.

Competitor

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The main competitor of is ICICI bank is SBI because this bank is totally taken by

government after this bank HDFC bank is the main competitor of ICICI

bank .There are different types of segment operation semment, investment and

services, demat and NRI services.The competitor from the operation segment are

State Bank of India(SBI), Axis, Housing Development and Financial

corporation(HDFC) etc.From the investment And service sector HDFC standard

life insurance corporation, Bharati Axa life insurance ,Reliance Life Insurance

Corporation, Max new work life insurance SBI Life insurance,Life Insurance

Corporation of India.In demat section India bull,Anangram,SBI,HDFC,India

Infoline are the main competitor of ICICI bank.In the NRI service section the

Western Union bank is the main competitor of ICICI bank.There are some other

company who also compete with the ICICI bank After the SBI the HDFC bank is

the main competitor of ICICI bank.

HDFC Bank Ltd. is a commercial bank of India, incorporated in August 1994,

after the Reserve Bank of India allowed establishing private sector banks. The

Bank was promoted by the Housing Development Finance Corporation, a premier

housing finance company (set up in 1977) of India. HDFC Bank has 1,500

branches and over 2,890 ATMs, in 530 cities in India, and all branches of the bank

are linked on an online real-time basis. As of September 30, 2008 the bank had

total assets of INR 1006.82 billion.

State Bank of India is the largest bank in India. It is also, measured by the number

of branch offices and employees, the second largest bank in the world.[citation

needed] The bank traces its ancestry back through the Imperial Bank of India to the

founding in 1806 of the Bank of Calcutta, making it the oldest commercial bank in

the Indian Subcontinent. There are some other banks which gives challenging

some how in the banking and service sectorthey are:

Allahabad Bank 25

Andhra Bank

Bank of Baroda

Bank of India

Bank of Maharashtra

Canara Bank

Central Bank of India

Corporation Bank

Dena Bank

IDBI Bank

Indian Bank

Indian Overseas Bank

Oriental Bank of Commerce

Punjab & Sind Bank

Punjab National Bank

Syndicate Bank

UCO Bank

Union Bank of India

United Bank of India

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Vijaya Bank

Environment

An employer the bank extends a lot of authority along with justified accountability

to you. The working culture is very collaborative in nature. It can be owed to the

fact that the bank is highly segmented with a lot of overlapping and mostly distinct

roles and responsibility.ICICI Bank has established itself as a one stop solution

(Universal Bank) for all financial need of individuals and institutions alike. The

credit for the same can be attributed to its vast network, probably the largest among

private sector banks.This makes the life of an employee a lot easier, especially for

those who face the external customers. You do not have to justify your

organization, it is only the product that has to be pitched. As far as employee

benefits are concerned, ICICI Bank offers a lot of financial benefits ranging from

your family health insurance to your kids school donations. The organization is

sensitive to the needs of its employees as this quality is one of the building blocks

(DNA) of the organizational culture.  The organization will be giving you enough

flexibility to innovate and come-up with new ideas. It will also exhibit its in terms

of well laid systems, processes and infrastructure.

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 General Ledger  Project Costing

Accounts Payable  Human Resources

 Accounts Receivable  Payroll

Purchasing  Benefits

Asset Management  Compensation

ICICI Prudential Life Insurance Company Limited

ICICI Prudential life Insurance Company Limited was incorporated on 20th July 2000.The authorized capital of the company is Rs.2300 million and the paid up capital is Rs.1500 million. The company is joint venture of ICICI (74%) and UK based company Prudential Plc (26%). The company was granted certificate of registration for carrying business, by Insurance Regulatory and Development Authority on 24th November 2000. It commenced commercial operation from 19th

December 2000 and becoming a leading private sector life insurance company.

Vision and Mission

Their vision is to make ICICI Prudential Life Insurance Company the dominant new insurer in the life insurance industry. This they hope to achieve through their commitment to excellence, focus on service, speed and innovation, and leveraging our technological expertise.

Board of Directors

The ICICI Prudential Life Insurance Company Limited Board comprises reputed people from the finance industry both from India and abroad. 

Shri K.V. Kamath, Chairman Mr. Mark Tucker Smt. Lalita D. Gupte Mr. Danny Bardin Mrs. KalpanaMorparia Shri M.P. Modi Mr. John Caouette ShriS.P.Subhedar, (Alternate Director to Mr. Danny Bardin) Mr. Derek Stott, (Alternate Director to Mr. Mark Tucker) 

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Smt. Shikha Sharma, Managing Director Management TeamMs. Shikha Sharma, Managing DirectorMr. Kevin Wright, Executive Vice President - Sales & DistributionCorporate Office:

ICCI Prulife Towers,1089, AppasahabMaratheMarg,Prabhadevi,Mumbai 400 025.Website : www.iciciprulife.com

ICICI Lombard General Insurance CompanyICICI Lombard General Insurance Company Limited is a 74:26 joint venture between ICICI Bank Limited and Canada based Fairfax Financial Holdings Limited. ICICI Bank is India's second largest bank, while Fairfax Financial Holdings is a diversified financial corporate engaged in general insurance, reinsurance, insurance claims management and Investmentmanagement. Lombard Canada Ltd, a group company of Fairfax Financial Holdings Limited, is one of Canada's oldest property and casualty insurers. ICICI Lombard General Insurance Company received regulatory approvals to commence general insurance business in August 2000.

Board Members

Mr K V Kamath, Chairman Mr R Athappan, Director

Mr B V Bhargava, Director

MrDileepChoksi, Director

Mr James F Dowd, Director

MsLalita D Gupte, Director

MsKalpanaMorparia, Director

Mr S Mukherji, Director

MrChandranRatnaswami, Director

Mr H N Sinor, Director

MrSandeepBakhshi, Managing Director & CEO29

 Audit Committee

Mr. S Mukherji, Chairman Mr. DileepChoksi, Director

Mr. James F Dowd, Director

Mr. H.N. Sinor, Director

Investment Committee

Mr. ChandranRatnaswami, Chairman Ms. KalpanaMorparia, Director

Mr. SandeepBakhshi,, Managing Director & CEO

Mr. S Gopalakrishnan, Head – Investments

Mr. Rakesh Jain, Head-Finance & Accounts

Mr. Liyaquat Khan, Appointed Actuary

Board Governance Committee

Ms. KalpanaMorparia, Chairperson Mr. ChandranRatnaswami, Director

Mr. H. N. Sinor, Director

Retail Segment of ICICI Lombard General Insurance :

ICICI Lombard's Retail Segment consists of personal insurance products - Health, Home, Motor and Travel insurances.

Health Insurance

ICICI Lombard is known to be a pioneer in introducing innovative concepts in the Indian health Insurance sector. Be it the floater concept, the critical illness cover or the tax gain policy, all these were first introduced by ICICI Lombard. It was also one of the first general insurance companies in India to have a robust online system in place for buying and renewing policies.

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The various plans offered by ICICI Lombard include Family Floater Plan - where one policy covers the entire family, Health Advantage Plus - where they cover OPD and dental expenses, also help save maximum tax under section 80D and Critical Illness plan - a special policy covering a list of critical illnesses. They also have a basic Personal Accident Plan which covers against accidents. ICICI Lombard health plans also provide coverage against terrorism.

Home Insurance

Home Insurance is actually one of the most neglected areas in the general insurance category. Simply, because people in general, especially in India, do not give much importance to it. However, in the recent years, due to the increase in awareness, and the great extent of damage caused to property due to natural calamities and terrorism, it has been gaining importance. The Home Insurance Policyoffered by ICICI Lombard covers both the structure and the contents of the house. You can opt for either of the covers or both. Unlike other policies, it also covers damage due to terrorist activities, loss of cash, public liability, temporary resettlement and others.

Motor Insurance

As Motor Insurance is mandatory in India and is governed by the Motor Tariff Act, the policies offered by various companies are more or less the same. There is not much room for innovation in this category. ICICI Lombard too offers Car Insurance and Two Wheeler Insurance. They are known to offer one of the best rates in the market. As the entire buying process is online and is instant, without any submission of documents or other formalities, people generally opt it for convenience.

Travel Insurance

Travel insurance is one of the most prominent sector of general insurance, especially overseas travel insurance and student medical insurance. ICICI Lombard offers various options in both the categories. The Overseas Travel Plans and Student Medical Plans offered cover medical and non-medical expenses, including compensation for flights hijacked and pre existing diseases in case of emergency. They charge on a per day basis if the travel is more than 7 days. ICICI Lombard has tied up with United Health Group to facilitate access to all its clinics while in U.S.

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The Student Medical Plans are accepted in almost universities worldwide. They also have a section in their website, University Search, where one can find specific plans for specific universities.

All the above retail policies can be bought online, without any documentation through their website www.icicilombard.com .One can not only buy, but also manage and renew their insurance policies online.

Technology

ICICI use many type of advance technological software like Pinnacle 7.0 and

Pinnacle7.016.Among from this software ICICI bank uses the e-banking, core

banking, mobile banking electronic display sy ICICI Bank was using Teradata for

its data warehouse.  However, due to its proprietary hardware, the cost of

procurement, upgrades and administration was soaring. The closed box

architecture of Teradata imposed restrictions on scalability. Secondly, querying

and loading could not happen simultaneously. Queries could only be run during

business hours because the loading of data had to take place during off-business

hours. This meant that the refresh rate of EDW was delayed, so queries may not

reflect the most current data. ICICI Bank was also dependent on Teradata for

support and other activities: The bank was completely tied down to that solution.

These issues compelled ICICI Bank to look for more efficient and flexible

solutions. The solution would have to address not only current issues, but

accommodate future growth expectations and business requirements. ICICI Bank

evaluated numerous data warehousing solutions in the pursuit of solving its issues,

and developed a shortlist of alternatives for its migration proof-of-concept: Sybase,

SAS and Netezza. The primary criteria for evaluation was the price-to-performance

ratio where Sybase IQ emerged the clear winner.  During this rigorous testing,

Sybase IQ delivered faster results on independent hardware and operating systems

with minimum infrastructure. Commending the improvements achieved, Amit

Sethi, Joint General Manager, ICICI bank says, "What impressed us wasthat even

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with overall lower costs, we could achieve significantly better query

performanceafter implementing the Sybase enterprise warehouse solution." ICICI

Infotech today launched an enterprise resource planning (ERP) solution for the

small and medium enterprises.The ERP package - Orion Advantage - comes

bundled with an HP dual processor Xeon server, Oracle 9i database, Windows

2003 server and costs about Rs 9.90 lakh and has a 15-user license.An ERP

package helps a manufacturer or any other business implementing it to manage all

the important parts in the company such as product planning, parts purchasing,

maintaining inventory and interacting with suppliers and customers.

ICICI GROUP

33

ICICI VENTURE

ICICI Venture is the largest and one of the most successful private equity and

Venture capital management companies in India with aggregate funds under

Management in excess of USD 2 billion. ICICI Venture is a subsidiary of ICICI

Bank, India’s second-largest bank with total assets of about US$ 56.3 bn (March

31, 2006) and market capitalization of about USD 10.8 bn (June 2006).

Over the years, ICICI Venture has built an enviable portfolio of companies in

the sectors of information technology, pharmaceuticals, biotechnology, media and

retail thereby delivering value consistently to its investors.

ICICI Venture has the distinction of managing a large number of exits in the

Country. With over 100 liquidity events, the organization has reaped rich

Experience and is well positioned to handle IPOs, strategic sale and/or mergers.

ICICI SECURITIES – India’s Leading Investment Bank

ICICI Securities Limited is India’s leading full service investment bank with a

Dominant position in all segments of its operations - Corporate Finance, Fixed

Income and Equities. It is a subsidiary of ICICI Bank, the largest private sector

bank in India and operates out of Mumbai with offices in New Delhi, Chennai,

Kolkata, New York, London and Singapore. Under the able leadership of

34

Mr.S.Mukherji, Managing Director and CEO, ICICI Securities continues to grow

as reflected in its performance over the past couple of years.

The Corporate Finance team has consistently been among the top players in

M&As and fund raising from domestic and international capital markets. The

Equities team is a major Indian brokerage house and its research covers over 90%

of Sensex market capitalization. The bond research of the Fixed Income team is a

benchmark for the industry.

PRUDENTIAL ICICI

Prudential ICICI Asset Management Company enjoys the strong parentage of

Prudentialplc, one of UK's largest players in the insurance & fund management

sectors and ICICI Bank, a well-known and trusted name in financial services in

India. Prudential ICICI Asset Management Company, in a span of just over eight

years, has forged a position of pre-eminence in the Indian Mutual Fund industry as

one of the largest asset management companies in the country with assets under

management of Rs. 23559.60 crores (as of March 31, 2006). The Company

manages a comprehensive range of schemes to meet the varying investment needs

of its investors spread across 68 cities in the country.

 PRUDENTIAL LIFE INSURANCE

India's Number One private life insurer, ICICI Prudential Life Insurance Company

is a joint venture between ICICI Bank-one of India's foremost financial services

companies-and Prudentialplc- a leading international financial services group

headquartered in the United Kingdom. Total capital infusion stands at Rs. 15.85

billion, with ICICI Bank holding a stake of 74% and Prudential plc holding 26%.

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We began our operations in December 2000 after receiving approval from

Insurance Regulatory Development Authority (IRDA). Today, our nation-wide

team comprises nearly 120,000 insurance advisors, 18 banc assurance partners and

200 corporate agent tie-ups.

Vision and Mission

Their vision is to make ICICI Prudential Life Insurance Company the dominant

new insurer in the life insurance industry. This they hope to achieve through their

commitment to excellence, focus on service, speed and innovation, and leveraging

our technological expertise.

The success of the organisation will be founded on its strong focus on values and

clarity of purpose. These include:

 Understanding the needs of customers and offering them superior products

and service

 Building long lasting relationships with their partners

 Providing an enabling environment to foster growth and learning for their

employees

Technology Used in ICICI Bank

In the era of globalization each and every sector faced the stiff competition

from their rivals. And world also converted into the flat from the globe. After the

policy of liberalization and RBI initiatives to take the step for the private sector

banks, more and more changes are taking the part into it. And there are create

competition between the private sector banks and public sector bank.Private sector

banks are today used the latest technology for the different transaction of day to

day banking life. As we know that Information Technology plays the vital role

36

in the each and everyindustries and gives the optimum return from the limited

resources.

Centralized Processing Units Derived Economies of Scale

Electronic Straight Through Processing

Reduced Transaction Cost

Data Warehousing , CRM Improve cost efficiency, Cross sell

Innovative Technology Application Provide new or superior products

ICICI Bank Product & Customer Segment:

PERSONAL BANKING

Loan Product Deposit Product Investment & Insurance

Auto Loan Loan Against

Security Loan Against

Saving a/c Current a/c Fixed deposit Demat a/c

Mutual Fund Bonds Knowledge Centre Insurance

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Property Personal loan Credit card 2-wheeler loan Commercial

vehicles finance Home loans Retail business

banking Tractor loan Working Capital

Finance Construction

Equipment Finance

Health Care Finance

Education Loan Gold Loan

Safe Deposit Lockers

General and Health Insurance

Equity and Derivatives

Mudra Gold Bar

PRODUCT

ICICI Bank offers wide variety of Deposit Products to suit your requirements.

Coupled with convenience of networked branches/ ATMs and facility of E-

channels like Internet and Mobile Banking, ICICI Bank brings banking at your

doorstep. Select any of our deposit products and provide your details online and

our representative will contact you for Account Opening.

SAVING ACCOUNTS

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ICICI Bank offers you a power packed Savings Account with a host

of convenient features and banking channels to transact through. So

now you can bank at your convenience, without the stress of waiting

in queues

SENIOR CITIZEN SERVICES

We understand that as you reach the age to retire, you do have

certain concerns … whether your hard earned money is safe and

secure … whether your investments give you the kind of returns

that you need. That's why we have an ideal Banking Service for those who are 60

years and above. The Senior Citizen Services from ICICI Bank has several

advantages that are tailored to bring more convenience and enjoyment in your life.

YOUNG STARS

It's really important to help children learn the value of finances and

money management at an early age. Banking is a serious business,

but we make banking a pleasure and at the same time children

learn how to manage their personal finances.

FIXED DEPOSITS

Safety, Flexibility, Liquidity and Returns!!!! A combination of

unbeatable features of the Fixed Deposit from ICICI Bank.

RECURRING DEPOSITS

When expenses are high, you may not have adequate funds to make big

investments. But simply going ahead without saving for the future is not

39

an option for you. Through ICICI Bank Recurring Deposit you can invest small

amounts of money every month that ends up with a large saving on maturity. So

you enjoy twin advantages- affordability and higher earnings

HOME LOAN

The No. 1 Home Loans Provider in the country, ICICI Bank Home

Loans offers some unbeatable benefits to its customers - Doorstep

Service, Simplified Documentation and Guidance throughout the

Process.  It's really easy!

PERSONAL LOANS

If you're looking for a personal loan that's easy to get, your search

ends here. ICICI Bank Personal Loans are easy to get and absolutely

hassle free. With minimum documentation you can now secure a loan

for an amount up to Rs. 15 lakhs

CAR LOAN

The NO 1 financier for car loans in the country.Network of more

than 1500 channel partners in over 780 locations.Tie-ups with all

leading automobile manufacturers to ensure the best deals.Flexible

schemes & quick processing.Hassle-free application process on the click of a

mouse.

COMMERCIAL VEHICLE LOANS

Range of services on existing loans & extended products like

funding of new vehicles, refinance on used vehicles, balance transfer

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on high cost loans, top up on existing loans, Extend product, working capital loans

& other banking products.

TWO WHEELER LOANS

Avail attractive schemes at competitive interest rates from the No 1

Financier for Two Wheeler Loans in the country. Finance facility up

to 90% of the On Road Cost of the vehicle, repayable in convenient

repayment options and comfortable tenors from 6 months to 36 months. Ride home

on your Dream Two Wheeler with our hassle free finance.

FARM EQUIPMENT LOANS

Preferred financier for almost all leading tractor manufacturers in the

country. Flexible repayment options in tandem with the farmer's

seasonal liquidity. Monthly, Quarterly and Half-yearly repayment

patterns to choose from. Comfortable repayment tenures from 1 year to 9 year

CREDIT CARDS

ICICI Bank Credit Cards give you the facility of cash, convenience

and a range of benefits, anywhere in the world. These benefits range

from life time free cards, Insurance benefits, global emergency

assistance service, discounts, utility payments, travel discounts and much more.

DEBIT CARDS

The ICICI Bank Debit Card is a revolutionary form of cash that

allows customers to access their bank account around the clock,

around the world. The ICICI Bank Debit Card can be used for

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shopping at more than 100,000 merchants in India and 13 million merchants

worldwide.

TRAVEL CARD

Presenting ICICI Bank Travel Card.The Hassle Free way to Travel

the world. Traveling with US Dollar, Euro, Pound Sterling or Swiss

Francs; Looking for security and convenience; take ICICI Bank

Travel Card. Issued in duplicate. Offers the Pin based security. Has the

convenience of usage of Credit or Debit card.

PRE PAID CARDS

ICICI Bank brings to you a complete bouquet of pre-paid cards

providing payment solutions at your fingertips. ICICI Bank pre-paid

cards are a safe & convenient way for associate payments,

disbursements, gifting & small ticket transactions. Pre-paid cards are available on a

VISA platform thus providing accessibility to over one lakh merchant

establishments & cash withdrawal from all VISA ATMs in India.

Investments

At ICICI Bank, we care about all your needs. Along with Deposit products and

Loan offerings, ICICI Bank assists you to manage your finances by providing

various investment options ranging from ICICI Bank Tax Saving Bonds to Equity

Investments through Initial Public Offers and Investment in Pure Gold. ICICI Bank

facilitates following investment products:

42

ICICI Bank Tax Saving Bonds

Government of India Bonds

Investment in Mutual Funds

Initial Public Offers by Corporate

Investment in "Pure Gold"

Foreign Exchange Services

Senior Citizens Savings Scheme, 2004

You can invest in above products through any of our branches. For select products

ICICI Bank also provides the ease of investing through electronic channels like

ATMs and Internet (ICICIdirect.com)

ICICI Bank Pure Gold

Gold has been traditionally the most favored form of investment for Indians. In

fact, India, even today is amongst the highest consumers of Gold in the world.

However, the Gold market remains largely unorganized with reliability and

convenience remaining the key issues for gold buyers in the country.ICICI Bank

with its `Pure Gold' offer attempts to bridge the gap between the need of the

customers for buying gold and availability of an organized avenue to satisfy that

need, by taking care of the two key components Reliability and Convenience.

Reliability 24 Carat ICICI Bank Pure Gold is imported from Switzerland. This

Gold carries a 99.99% Assay Certification, signifying highest level of purity, as per

international standards.

Convenience

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ICICI Bank Pure Gold is competitively priced based on daily prices in the

international bullion market. Currently, gold is available in 2.5g, 5g, 8g, 20g and

50g categories.

FOREX Services

ICICI Bank's Foreign Exchange Services will help you organize your foreign

exchange in the most hassle free manner. Whether its Foreign Currency, Travelers

Cheques or Travel Card, ICICI Bank Foreign Exchange Services is a one-stop

solution to your foreign exchange requirement.

STRENGHTS

1) Online Services: ICICI Bank provides online services of all it’s banking

facilities. It also provides D-Mart account facilities on-line, so a person can access

his account from anywhere he is.

[D-Mart is a dematerialized account opened by a salaried person for

purchase & sale of shares of different companies.]

2) Advanced Infrastructure: Branches of ICICI Bank are well equipped with

advanced technology to provide the customers with taster banking services. All the

computerized machines are located in suitable manner & are very useful to the

customers & staff of the bank.

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3) Friendly Staff: The staff of ICICI Bank in all branches is very friendly & help

the customers in all cases. They provide faster services along with bonding &

personal relationship with the customers.

4) 12 hrs. Banking services: Compared to other bank ICICI bank provides long

hrs. of services i.e. 8-8 services to the customers. This service is one of it’s kind &

is very helpful for the customers who are in urgent need of money.

5) Other Facilities to the Customers & Employees: ICICI Bank also provides

other facilities like drinking water facilities, proper sitting arrangements to the

customers. And there are also proper Ventilation & sanitary facilities for the

employees of the bank.

6) Late night ATM services: ICICI bank provides late night ATM services to the

customers. The ATM centers of ICICI bank works even after 11:00pm. at night in

certain branches.

Weakness

1) High Bank Service Charges: ICICI bank charges highly to customers for

the services provided by them when compared to other bank & that is why it is

only in the reach of higher class of society.

2) Less Credit Period: ICICI bank provides credit facilities but only upto

limited period. Even when the credit period is not over it sends reminder letters to

the customers which may annoy them.

OPPORTUNITIES

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1) Bank –Insurance services: The bank should also provide insurance services.

That means the bank can have a tie-up with a insurance company. The bank will

advertise & promote the different policies introduced by the insurance company &

convince their customers to buy insurance policies.

2) Increase in percentage of Returns on increase: The bank should provide

higher returns on deposits in comparison of the present situation. This will also

upto large extent help the bank earn profits & popularity.

3) Recruit professionally guided students: Bank & Insurance is a special non-aid

course where the students specialize in the functioning & services of the bank &

also are knowledge about various tax policies. The bank can recruit these students

through tie-ups with colleges. Such students will surely prove as an asset to the

bank.

4) Associate with social cause: The bank can also associate itself with social

causes like providing relief aid patients, funding towards natural calamities. But

this falls in the 4th quadrant so the bank should neglect it.

THREATS

1) Competition: ICICI Bank is facing tight competition locally as well as

internationally. Bank like CITI Bank, HSBC, ABM, Standered Chartered, HDFC

also provide equivalent facilities like ICICI do and also ICICI do not have

consistency in its international operation.

2) Net Services: ICICI Bank provides all kind of services on-line. There can be

easy access to the e-mail ids of the customers through wrong people. The

46

confidential information of the customers can be leaked easily through the e-mail

ids.

3) Decentralized Management: Each branch manager is given the authority of

taking decisions in their respective branches. The decisions made by different

managers are diverse and any one wrong decision can laid to heavy losses to the

bank.

4) No Proper Facilities to Uneducated customers: ICICI Bank provides all

services through electronic computerized machines. This creates problems to the

less educated people. But this threat falls in the 4th quadrant so its negligible. The

company can avoid this threat.

COMPANY EFFORTS TO ENSURE CUSTOMER SATISFACTION

Customer Satisfaction:

Customer satisfaction is equivalent to making sure that product and service performance meets customer expectations. It is the perception of the customer that the outcome of a business transaction is equal to or greater than his/her expectation. Customer satisfaction occurs when the acquisition of products and /or services provides a minimum negative departure from expectations when compared with other acquisitions and when the marginal utility of a transaction is equal to or greater than preceding acquisitions.Customer satisfaction occurs when the perception of the reward from the purchase of goods or services by the customer meets or exceeds his/her perceived sacrifice.

47

The perception is a consequence of matching past purchase and consumption experience with the current purchase.Customer Service and Satisfaction:

When we talk about customer service and/or satisfaction, we talk about creativity. Creativity allows us to handle or diffuse problems at hand or later on rather in the process of conducting the everyday business. We talk about how, or what, does the organization have to do to gain not only the sale but also the loyalty of the customer. We want to know the payoff of the transaction both in the short and long term. We want to know what our customers Want? We want to know if our customers are satisfied. Satisfaction, Of course, means that what we delivered to a customer met the customer’s Approval. We want to know if customers are delighted and willing to come

Employees must adhere to a rigid chain of commandEmployees are closely supervisedConflict—in whatever form—is not allowedRewards are based on carrot-and-stick principlesWrong objectives are measure.

Level 1.Expectations are very simple and take the form of assumptions, must have, or take it for granted. For example, I expect the airline to be able to take off, fly to my destination, and land safely. I expect to get the correct blood for my blood transfusion and I expect the bank to deposit my money to my account and to keep a correct tally for me.

Level 2.Expectations are a step higher than that of level 1 and they require some form of satisfaction through meeting the requirements and/or specifications. For example, I expect to be treated courteously by all airline personnel. I went to the hospital expecting to have my hernia repaired, to be in some pain after it was done, to be out on the same day, and to receive a correctbill. And I went to the bank expecting the bank teller to be friendly, informative, and helpful with my transactions.

Customer satisfaction surveys help to:

Improve customer, client, or employee loyalty.

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React quickly to changes in the market.

Identify and capitalize on opportunities.

Beat the competition.

Retain or gain market share.

Increase revenue.

Reduce costs.

COMPANY’S EFFORT TO ENSURE SATISFACTION OF CUSTOMERS:

Objectives of ICICI

Promote good and fair banking practices by setting minimum standards in dealing with you

Increase transparency so that you can have a better understanding of what you can reasonably expect of the services;

Encourage market forces, through competition, to achieve higher operating standards;

Promote a fair and cordial relationship between you and your bank;

Foster confidence in the banking system

To Help You To Understand How Our Financial Products And Services Work By:

Giving you information about them in any one or more of the following languages: Hindi, English or the appropriate local language.Ensuring that our advertising and promotional literature is clear and not misleadingEnsuring that you are given clear information about our products and services, the terms and conditions and the interest rates/service charges, which apply to them.Giving you information on what are the benefits to you, how you can avail of the benefits, what are their financial implications and whom you can contact for addressing you queries .To Help You Use Your Account Or Service By:Providing you regular appropriate updates.Keeping you informed about changes in the interest rates, charges or terms and conditions.

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Information

You can get information on interest rates, common fees and charges through any one of the following:

Looking at the notices in our branches ;Phoning our branches or help-lines;Looking on our website;Asking our designated staff/help desk ;orReferring to the service guide/Tariff Schedule.

Before You Become a Customer we will:

give you clear information explaining the key features of the services and products you tell us you are interested in;

give you information on any type of products and services which we offer and that may suit your needs;

tell you if we offer products and services in more than one way [for example, through

ATMs, on the Internet, over the phone, in branches and so on] and tell you how to find out more about them;

tell you what information we need from you to prove your identity and address, for us to comply with legal, regulatory and internal policy requirements.

Advertising, Marketing and Sales

We will make sure that all advertising and promotional material is clear, and not misleading.

In any advertising in any media and promotional literature that draws attention to banking service or product and includes a reference to an interest rate, we will also indicate whether other fees and charges will apply and that full details of the relevant terms and conditions are available on request.

If we avail of the services of third parties for providing support services, we will require that such third parties handle your personal information (if any available to such third parties) with the same degree of confidentiality and securityas we would.

We may, from time to time, communicate to you various features of our products availed by you. Information about our other products or

50

promotional offers in respect of our products/services, will be conveyed to you only if you have given your consent to receive such information/ service either by mail or by registering for the same on our website or on our phone banking/customer service number.

Privacy and ConfidentialityWe will treat all your personal information as private and confidential [even when you are no longer a customer], and shall be guided by the following principles and policies.

DATA ANALYSIS AND INTERPRETATION

1. Which of the following attributes compelled you to most open saving

account in any bank?

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2:-Which TYPE OF SERVICE PREFERS THE MOST by you?

3:-Which of following banks do you have account?

52

4:-WHAT TYPE OF ACCOUNT DO YOU HAVE IN BANK?

53

5:-How many services offered by your banks have been Used By you?

6:-How would you know about these services?

7:-What the people think about the Banks?

54

8:-What a respondent see in purchase of new plan from Banks?

9:-Is ICICI Bank Provide better facilities than SBI & HDFC Bank?

55

10:-Do you know what type of value added services provide by ICICI BANKS?

56

COMPARISON OF ICICI WITH SBI

ICICI bank is the largest private sector bank in India and the second largest

commercial bank in India. It has branches all over India and even in smaller towns

in South India after the takeover of Bank of Madurai. The bank also has foreign

subsidiaries like ICICI bank, Canada in Canada, Britain and Russia ,representative

offices in USA, China, UAE, Bangladesh, South Africa and branches in Bahrain,

Singapore .

It offers a platform for online share trading through ICICI Direct and

insurance services - ICICI Prudential. NRI services include money transfer

through Money2India, which offer better foreign exchange rates for lower

amounts compared to other services.

Like most private sector banks, all ICICI bank branches in India are

networked. You can access your account from any ICICI bank branch in

India. Anyone can also deposit cash/local cheque in your account at any

branch of ICICI bank.

FINDINGS

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1. It was found from the study that bank believes in quality service rather than

quantity of service.

2. The officials employed are very much enthusiastic about their job.

3. The officials try to make best relation with the customers.

4. There is separate counter for NRI services.

5. The limit of cash vault is Rs. 10, 00,000 for a day.

6. The registers and files are maintained on a daily basis.

7. The registers are maintained in a well organized manner.

8. The marketing strategy of the bank is very attractive.

9. The bank always tries to attract customers with innovative offers.

10. The bank is very keen to implement 5's plan in all its branch.

11. ICICI and SBI credit deposit ratio is on the side though ICICI banks show a

little decreasing trend to the exten of 2.24 % Over mar2007 _ mar 2008.

SUGGESTIONS

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A. Best play in a buoyant environment Favorable macro, buoyant Market related

revenues and a benign environment for asset quality.

1· ICICI as a player focused on maintaining and /or improving Market share in

key business segments, particularly retail lending- Will, in our view, benefit

immensely form a positive operating Environment.

2. ICICI is viewed as it is benefited from the procyclicality effect of The

economic cycle as its borrowers in the legacy project financing Activity witnessed

their debt servicing ability increasing considerably. It is believed that the

profitability of this segment has improved as a Result of lower loan loss provisions

and lower taxable rates of Income from this source. Expectations are on the pro

cyclical benefit, to continue and hence profitability of legacy lending to be

sustained at levels seen earlier.

3. Market related revenues are believed to contribute 14% - 15% to ICICIB's

operating revenues and have boosted its preprovisionRoAA. Buoyant environment

to sustain the contribution from market -related revenues is expected and hence the

operating profitability.

4. Pricing power in consumer financing segment profitability Against potential

shocks.

5. ICICIB enjoys a dominant market position across customer Categories in retail

lending. The strong market position and robust Demand for consumer financing

vests significant pricing power With ICICIB is believed either by allowing a hike

in lending rats, Negotiating higher subvention form manufacturers of cutting

Distribution costs.

CONCLUSION

59

Thus, ICICI has been able to use technology to provide value-added service to its

customers during the last few years. For ICICI, technology is an integral part of

their business. However, their overall progress could have been smoother but for

certain internal and extraneous factors and also a pressure on spread due to a

competitive market (Annual report, 2000 –01). E-banking has become a necessary

survival weapon and is fundamentally changing the banking industry worldwide.

Today, the click of the mouse offers customers banking services at a much lower

cost and also empowers them with unprecedented freedom in choosing vendors for

their financial service needs. No country today has a choice- whether to implement

E-banking or not given the global and competitive nature of the economy. ICICI

have toupgrade and constantly think of new innovative customized packages and

services to remain competitive. The invasion of banking by technology has created

an information age and commoditization of banking services. ICICI have come to

realize that survival in the new e-economy depends on delivering some or all of

their banking services on the Internet while continuing to support their traditional

infrastructure. The rise of E-banking is redefining business relationships and the

most successful banks will be those that can truly strengthen their relationship with

their customers. Without any doubt, the international scope of E-banking provides

new growth perspectives and Internet business is a catalyst for new technologies

and new business processes.

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BIBLIOGRAPHY

www.rbi.org.in

www.moneycontrol.com

www.nseindia.com

www.icicibank.com

Economic times

Business world

APPENDIX

Questionnaires

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Dear sir/ madam,

I am pleased to introduce myself as a BBA student as a part of my curriculum, I am

conducting a study on “Customer satisfaction towards ICICI BANK at

Bhubanswer”.

So, I hereby request you kindly spare your valuable time to fill this questionnaire,

which will help me in my project work.

(Please mark for the relevant box)

Name: _____________________________________

Address: ________________________________________________

Phone-No: ___________________

1. Which Of The Following Attributes Compelled You To Most Open Saving Account In Any Bank?ATM Cheque Book Internet Banking Working Hour Value Added Services

2. Which Type Of Service Prefers The Most By You? ATM Core Banking Internet Banking Mobile Banking Retail Banking

3. Which Of Following Banks Do You Have Account?

SBI ICICI Axis HDFC Other

4. What Type Of Account Do You Have In Bank?

Saving Current FD Other

5. How Many Services Offered By Your Banks Have Been Used By You?

DEMAT a/c Mutual Fund E-Transaction LI&GI

6. How Would You Know About These Services?

Advertisement selling agent friends & relatives others

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7. What The People Think About The Banks?

Security Saving Imposition of Burden of Exp Others

8. What a Respondent See in Purchase of New Plan from Banks?Standing and goodwill of the company product range of the company service being given by the company advertisement being realized by company

9. Is ICICI Bank Providing Better Facilities Than SBI & HDFC Bank?

Yes No

10. Do You Know What Type Of Value Added Services Provide By ICICI Banks?

Young Star Senior Citizen Recurring Deposits Prepaid Cards Others

THANKING YOU FOR SPARRING YOUR VALUABLE TIME AND

THOUGHT.

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