customer satisfaction icici

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CHAPTER-1

INDUSTRIAL BACKGROUND

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GENERAL INTRODUCTION

INTRODUCTION TO BANKING IN INDIA

The banking section will navigate through all aspects of the banking sections of India.

It will discuss upon the matters with the birth of 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 Bank 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 entire banking cosmos the past has been 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 1969 to put the banking sector into systems and it

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

Nationalized Banks in India. The last but not the least explains about the Scheduled andUnscheduled Banks in India. Section 42 (6) (a) of RBI act 1934 lays down the condition

of Scheduled Commercial Banks. The description along the list of scheduled commercial

banks are given on this page.

History of Banking In India

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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 Indias banking system has several outstanding achievements to its

credit. The most exciting is its extensive research. It is no longer confirmed to only

metropolitans, or cosmopolitans in India. Infact banking system has reached even to the

remote corners of the country. This is the main reason of the Indias growth process .The

government regular policy of Indian bank since 1969 has paid rich dividends.

With the nationalization of 14 major private banks in 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 the days when the most efficient bank

transferred money from one branch to other in two days. Now it is simple as instant

messaging or dials a pizza. Money has become the order of the day. The first bank of

India, through conservative, was established in 1786. Form 1786 till today, the journey of

Indian banking system can be can be segregated into three distinct phases. They are as

mentioned below:

Early phase from 1786-1969 of Indian Banks. Nationalization of Indian Banks and upto 1991 prior to Indian banking sector

reforms .

New phase of Indian banking system with the advent of Indian financial and

banking sector reforms after 1991.

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To make this write-up more explanatory, I prefix the scenario as Phase I, Phase II, Phase

III .

Phase I

The General Bank of India was set up in the year 1786. Next come 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 European shareholders.

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

Between 1906-1913 Bank of India, Central Bank Of India, Bank Of Baroda, Canara

Bank, Indian Bank and Bank Of Mysore were set up. Syndicate bank was set up in 1925

in Udipi. Reserve Bank of India was set up in 1935.

During the I phase growth was very slow and banks also experienced periodic failures

between 1913-1948. 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 theBanking 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 days public has lesser confidence in

banks. As an after month deposit mobilization was slow.

Abreast of it the saving bank facility provided by the postal department was

comparatively safer. Moreover, funds were largely given to traders.

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Phase II

The government took major steps in the Indian Banking Sector Reform after

Independence. In 1955, It nationalized Imperial bank Of India with extensive banking

facilities on 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 the subsidiary of State

Bank of India was nationalized in 1960 on 19 th July, 1969, major process of

nationalization was carried out. It was the effort of Prime Minister Of India Mrs. Indira

Gandhi. 14 major commercial banks in the country were nationalized. Second phase of

Nationalization Indian Banking Sector was carried out in1980 by seven more banks. This

step brought 80% of the banking segment in India under government ownership. The

following are the steps taken by Government of India to regulate banking institutions in

the country:

1949 : Enactment of Banking Regulation Act

1955 : Nationalization of State Bank of India

1959 : Nationalization of SBI subsidiaries

1961 : Insurance cover extended to deposits

1969 : Nationalization of 14 major banks

1971 : Creation of credit guarantee corporation

1975 : Creation of Regional Rural Banks

1980 : Nationalization of 7 banks with deposits over 200 crore

After the nationalization of Banks, the branches of the public sector bank India rose

to approximately to 800% and deposits and advances took a huge jump by 11000%.

Banking in the sunshine of government ownership gave the public implicit faith and

immense confidence about the sustainability of these institutions.

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Phase III

This phase has introduced many more products and facilities in the banking sector in

its reforms and measure. In 1991 under the chairmanship of M Narasimham a

committee was set up by his name which worked for the liberalization of banking

practices. The country is flooded with foreign banks and their ATM stations. Efforts

are being put to give a satisfactory service to customers. Phone banking and Net

banking is introduced. The entire system became more convenient and swift. Time

is given more importance than money. The financial system of India has shown a

great deal of resilience. It is sheltered from any crisis triggered by any external

macroeconomic shock as other East Asian Countries suffered. This is all due to a

flexible exchange rate regime, the foreign reserves are high, the capital account is

not yet fully convertible and banks and their customers have limited foreign

exchange exposure

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Fact Files of Banks in India

The first, the oldest, the largest, the biggest, get all such types of informations about

Banking in India in this section.

The first bank in India to be given an ISO Certification Canara Bank

The first bank in Northern India to get ISO 9002 certification for

their selected branches

Punjab and Sind

Bank

The first Indian bank to have been started solely with Indian

capital

Punjab National

Bank

The first among the private sector banks in Kerala to become a

scheduled bank in 1946 under the RBI ActSouth Indian Bank

India's oldest, largest and most successful commercial bank,

offering the widest possible range of domestic, international and

NRI products and services, through its vast network in India and

overseas

State Bank of India

India's second largest private sector bank and is now the largest

scheduled commercial bank in India

The Federal Bank

Limited

Bank which started as private shareholders banks, mostly

Europeans shareholders

Imperial Bank of

India

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 Parisin 1974

Bank of India,

founded in 1906 inMumbai

The oldest Public Sector Bank in India having branches all over

India and serving the customers for the last 132 yearsAllahabad Bank

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The first Indian commercial bank which was wholly owned and

managed by Indians

Central Bank of

India

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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BANKING STRUCTURE IN INDIA

Scheduled Banks in India

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 new

private sector banks.

These new banks have brought in state-of-the-art technology and aggressively marketed their

products. The Public sector banks are facing a stiff competition from the new private sector

banks.

The banks which have been setup in the 1990s under the guidelines of the Narasimham

Committee are referred to as NEW PRIVATE SECTOR BANKS.

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SCHEDULED COMMERCIAL BANKS IN INDIA

The Commercial banking structure in India consists of :

Scheduled banks in India

Unscheduled banks in India

Scheduled banks in India constitutes those banks which have been included in the

Second Schedule of Reserve Bank of India (RBI) Act, 1934. RBI in turn includes

those banks only in this schedule which satisfy the criteria laid down vide section 42

(6) (a) of the Act. As on 30 th June, 1999, there were 300 Scheduled Banks in India

having a total network of 649,918 branches. The Schedule Commercial Banks in

India compromise of State Bank of India and its associates(8), Nationalized

banks(19), Foreign banks(45),Private sector banks(32), Co-operative banks and

regional rural banks. Scheduled Banks in India means the State Bank of India

constituted under the State bank of India Act, 1955 (23 of 1955), a subsidiary bank

as defined in the State Bank of India(Subsidiary banks)Act ,1959(38 of 1959), a

corresponding a new bank constituted under section-3 of the Banking Companies

(Acquisition and transfer of undertakings) Act, 1980 (40 of 1980), or any other bank

being a bank included in to the Second Schedule of Reserve Bank of India Act,1934,

(2 of 1934),but does not include a co-operative bank.

Non Schedule Banks in India means a Banking Company as defined in clause ( c)

of section-5 of the Banking Regulation Act,1949,(10 of 1949) which is not a

Scheduled Bank.

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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 Hooghly Bank 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 Scheduled Banks in India (Public Sector): State Bank of India

State Bank of Bikaner and Jaipur

State Bank of Hyderabad

State Bank of Indore

State Bank of Mysore

State Bank of Saurashtra

State Bank of Travancore

Andhra Bank

Allahabad Bank

Bank of Baroda

Bank of India

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Bank of Maharashtra

Canara Bank

Central Bank of India

Corporation Bank Dena Bank

Indian Overseas Bank

Indian Bank

Oriental Bank of Commerce

Punjab National bank

Punjab and Sind Bank

Syndicate Bank

Union Bank of India

United Bank of India

UCO Bank

Vijaya Bank

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.

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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.

The following are the Scheduled Banks in India(Private Sector):

ING Vysya Bank Ltd.

Axis Bank Ltd.

Indusind Bank Ltd.

ICICI Bank Ltd. South Indian Bank

HDFC Bank Ltd.

Centurion Bank Ltd.

Bank of Punjab Ltd.

IDBI Bank Ltd.

The following are the Foreign Scheduled Banks in India: American Express Bank Ltd.

ANZ Gridlays Bank Plc.

Bank of American NT & SA

Bank of Tokyo Ltd.

Banquc Nationale de Paris

Barclays Bank plc.

Citi Bank N.C.

Deutsche Bank A.G.

Hongkong and Shanghai Banking Corporation

Standard Chartered Bank

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Dresdner Bank A.G.

Banking Services In India

With years banks are also adding services to their customers. The Indian banking industryis passing through a phase of customer market. The customer have more choices in

choosing their banks. A competition is held within the banks operating in India. With stiff

competition and advancement of technology, the services provided by the banks have

become more easy and convenient. The past days are witness to hour wait before

withdrawing cash from accounts or a cheque from north of the country being cleared in

one month in the south.

The section of the banking deals with the latest discovery in the banking instrumentsalong with the polished version of their old systems.

Bank AccountThe most common and first service of banking sector. There are different types

of bank accounts in Indian banking sector.

The bank accounts are as follows:

Bank Saving Account:

Bank savings accounts can be opened foe eligible persons/persons and certain

organizations/agencies(as advised by Reserve Bank of India(RBI) from time to time.)

Bank Current Account:

Bank current account can be opened by Individuals/Partnership firms/Private and Public

Limited Companies/HUFs, Specified Associates/ Societies/ trusts etc.

Bank Term Deposit Account:

Bank term deposit account can be opened by Individuals/Partnership firms/Private and

Public Limited Companies/HUFs, Specified Associates/ Societies/ trusts etc.

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Bank Account Online:

With the advancement of technology, the major banks in public and private sector has

facilitated their customer to open bank account online. Bank banks as well as time taken

in opening an account online is registered through a PC with an internet connection. The

advent of bank account online has saved both the cost of operations for banks as well as

time taken in opening an account.

Plastic MoneyCredit card in India are gaining grounds. A no of banks in India are encouraging people

to use credit card. The concept of credit card was used in 1950 with the launch of charge

cards in USA by dinner clubs and American Express. Credit card however became more

popular with use of magnetic strip in 1970. Credit card in India became popular with the

introduction of foreign banks in the country. Credit cards are the financial instruments,

which can be used more than once to borrow money or buy products or services on

credit. Basically banks, retail stores and other business issue these.

LOANBanks in India with the way of development has become easy to apply in loan market.

The following loans are given by almost all the banks in the country:

Personal Loan

Car loan or Auto loan

Loan against shares Home loans

Education loan or student loan

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In personal loan one can get sanctioned loan amount between 25,000-10,00,000

depending on the profile of the person applying for the loan.

SBI, ICICI, HDFC, are some of the leading banks which deal in personal loans.

Almost all the banks have jumped into the market of car loan which is also sometimes

termed as the auto loan. It is one of the fast moving financial products of the banks. Car

loan/Auto loan are sanctioned to the extent of 85% on the ex-showroom price of the car

with some simple paper works and a small amount of processing fee.

Loan against share is very easy to get because liquid guarantee is involved in it.

Home loan is the latest craze in the banking sector with the development of infrastructure. Now people are moving to the township outside the city.

More number of townships are coming up to meet the demand for House for All The

RBI has also liberalized the interest rates of home loan in order to match the repayment

capability of even middle class people. Almost all the banks are dealing in home loan.

Again SBI, ICICI, HDFC, HSBC are leading.

The education loan rather to be termed as a student loan is a good banking product for the

mass. Students with certain academic brilliance, studying at recognized

College/Universities in India and Abroad are generally given education loan/student loan

so as to meet the expenses of tuition fee/ maintenance fee/ books and other equipments.

Money TransferBeside lending and depositing money, banks also carry money from one corner of the

globe to another. This act of bank is known as transfer of money. This activity is termed

as remittance business. Banks generally issue Demand Drafts, Bankers Cheque, Money

order or other such instruments for transferring the money. This is a type of Telegraphic

Transfer or Tele Cash Order. It has only a couple of years that banks have jumped into

the money transfer business in India. The International money transfer market grew 9.3%

from 2003-2004 that is from US$213 billion to US$233 billion in 2004. Economist say

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that market of money transfer will further grow at a cumulative 12.1% average growth

rate through 2009.

Future Of Banking In IndiaA healthy banking system is essential for any economy striving to achieve good growth

and yet remain stable in an increasingly global business environment.

The Indian Banking System has witnessed series of reforms in the past like deregulation

of interest rates, dilution of government stake in PSBs and increased participation of

private sector banks. It has also undergone rapid changes, reflecting a number of

underlying developments. This trend has created new competitive threats as well as new

opportunities. This paper aims to foresee major future banking trends, based on these pastand current movements in the market. Given the competitive market the banking will

(and to a great extent already has)become a process of choice and convenience.

The future of banking will be in terms of integration. This is already becoming reality

with new-age banks such as Yes bank and other too adopting a single PIN. Geography

will no longer be an inhibitor. Technology will prove to be a differentiator between short-

term but the dynamic environment will soon lead to its saturation and what will

ultimately be the key to success will be the better relationship management

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INDIAN BANKING INDUSTRYThe 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 all contributing to this growth.

The countrys 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 toreach US$1 trillion by 2010. An expanding economy, middle class, and technological

innovations are all contributing 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

banking products 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

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regulation.Indian banking industry assets are expected to reach US$1 trillion by 2010

and are poised to receive a greater infusion of foreign capital, says Prathima Rajan ,

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."

RISK MANAGEMENT

The future of banking will undoubtedly rest on risk management dynamics.

Only those banks that have efficient risk management system will survive in

the market in the long run. The effective management of credit risk is a

critical component of comprehensive risk management essential for long-

term success of a banking institution. Although capital serves the purpose of

meeting unexpected losses, capital is not a substitute for inadequate

decontrol or risk management systems. Coming years will witness banksstriving to create sound internal control or risk management processes. With

the focus on regulation and risk management in the Basel II frame work

gaining prominence, the post-Basel II era will belong to the banks that manage

their risks effectively. The banks with proper risk management systems would

not only gain competitive advantage byway of lower regulatory capital charge,

but would also add value to the shareholders and other stakeholders by

properly pricing their services, adequate provisioning and maintaining a robust

financial structure. The future belongs to bigger banks alone, as well as to

those which have minimized their risks considerably.

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Overview

If one were to say that the future banking in India is bright, it would be a gross

understatement. With the growing statement and convergence of services the

customers(You and I) stand only to benefit more to say the least. At the same time

emergence of a multitude of a complex financial instrument is foreseen in the near

future(the trend is visible in the current scenario too)which is bound to confuse the

customer more than ever unless she spends hours(maybe days) to understand the same.

Hence I see growing trends towards the importance of relationship managers The

success(and failure) of any bank would depend upon not only on tapping the untapped

customers base (from other departments of same bank, customers of similar related

institutions, or those of the competitors) but also on the effectiveness in retaining the

existing base. India has witness to see a change in the way banking is done in the past

more than two decades. Since 1991 the Reserve Bank Of India(RBI) took steps to reform

the Indian Banking system at a measured pace so that growth could be achieved without

exposure to any macro-environment and systematic risks.

Some of these initiatives were deregulation of interest rates, dilution of the government

stake in Public Sector Banks(PSBs), guidelines being issued for risk management , asset

classification and provisioning. Technology has made tremendous impact in banking.

Anywhere banking and Anytime Banking have become a reality. The financial sector

now operates in a more competitive environment than before and intermediaries

relatively large volume of integration financial flows. In the wake of greater financial

deregulation and global financial integration, the biggest challenge before the regulators

is of avoiding instant ability in the financial system.

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CHAPTER -2

INTRODUCTION TO THE PROBLEM

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TITLE

CUSTOMER SATISFACTION AT ICICI BANK

STATEMENT OF THE PROBLEM

This Study will help us to understand the consumers satisfaction about

banking services and products. This study will help banks to

understand , how a consumer selects, organizes and interprets the

quality of service and product offered by banks .The market is more aware and

realistic about investment and returns from financial products. In this

background this study tries to analyze the customer satisfaction towards banking services in general and ICICI bank in particular.

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PURPOSE OF THE STUDY

The deeper the bank understands of consumers needs and satisfaction, the earlier

the product or service is introduced ahead of competition, the greater the expected

contribution margin. Hence the study is very important.

This study will h elp compa nies to cu stomize the s ervic e and product,

according to the consumers need.

This study will also he lp the companies to understand the experience and

expectations of the existing customers.

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OBJECTIVE OF THE STUDY

To have an insight of the attitudes and behaviors of customers .

To find out the difference between perceived service and expected service.

To understand customer preferences.

To access the degree of satisfaction of the customers.

SCOPE OF THE STUDY

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This study is limited to the consumers with in Gurgaon. The study wil l be able to

reveal the preferences, needs, satisfaction of the customers regarding the

banking services, It also help banks to know whether the existing products or

services the are offering are really satisfying the customers needs.

This study has concentrated all the services in general. In the present competitive

business world it becomes necessary to align organization towards customers, Integrate

customers touch points, Knowing and understanding customers and potential

customers, Establishing and managing relationships with customers. Thus CRM is

need of this hour.

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CHAPTER -3

COMPANY PROFILE

INTRODUCTION TO THE COMPANY

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COMPANY PROFILE

INDUSTRY SCENARIOICICI Bank started as a wholly owned subsidiary of ICICI Limited, an Indian financial institution, in 1994.Four years later, when the company offered ICICI Bank's shares to the public, ICICI's shareholding wasreduced to 46%. In the year 2000, ICICI Bank offered made an equity offering in the form of ADRs on theNew York Stock Exchange (NYSE), thereby becoming the first Indian company and the first bank or financialinstitution from non-Japan Asia to be listed on the NYSE. In the next year, it acquired the Bank of MaduraLimited in an all-stock amalgamation. Later in the year and the next fiscal year, the bank made secondarymarket sales to institutional investors.

With a change in the corporate structure and the budding competition in the Indian Banking industry, the

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management of both ICICI and ICICI Bank were of the opinion that a merger between the two entities wouldprove to be an essential step. It was in 2001 that the Boards of Directors of ICICI and ICICI Bank sanctionedthe amalgamation of ICICI and two of its wholly-owned retail finance subsidiaries, ICICI Personal FinancialServices Limited and ICICI Capital Services Limited, with ICICI Bank. In the following year, the merger wasapproved by its shareholders, the High Court of Gujarat at Ahmedabad as well as the High Court of Judicature at Mumbai and the Reserve Bank of India.

Present ScenarioICICI Bank has its equity shares listed in India on Bombay Stock Exchange and the National StockExchange of India Limited. Overseas, its American Depositary Receipts (ADRs) are listed on the New YorkStock Exchange (NYSE). As of December 31, 2008, ICICI is India's second-largest bank, boasting an assetvalue of Rs. 3,744.10 billion and profit after tax Rs. 30.14 billion, for the nine months, that ended onDecember 31, 2008.

Branches & ATMsICICI Bank has a wide network both in Indian and abroad. In India alone, the bank has 1,420 branches andabout 4,644 ATMs. Talking about foreign countries, ICICI Bank has made its presence felt in 18 countries -United States, Singapore, Bahrain, Hong Kong, Sri Lanka, Qatar and Dubai International Finance Centreand representative offices in United Arab Emirates, China, South Africa, Bangladesh, Thailand, Malaysiaand Indonesia. The Bank proudly holds its subsidiaries in the United Kingdom, Russia and Canada out of which, the UK subsidiary has established branches in Belgium and Germany.

Products&Services

Personal Banking Deposits Loans Cards Investments Insurance Demat Services Wealth Management

NRI Banking Money Transfer Bank Accounts Investments Property Solutions Insurance Loans

Business Banking Corporate Net Banking

Cash Management Trade Services FXOnline SME Services Online Taxes Custodial Services

HeadOfficeICICIBank

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9thFloor,SouthTowersICICITowersBandraKurlaComplexBandra(E)MumbaiPhone: 91-022-6537914Website: www.icicibank.com

COMPANY PROFILE

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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-

classservice.

Expand the frontiers of our business globally. Play a proactive role in the full realisation of Indias potential.

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maintain a healthy financial profile and diversify our earnings across businessesandgeographies.

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 bankingand NRI banking services.

Personal banking- Deposit in form of saving, recurring, term deposit, senior citizendeposit and children depository account are there for individual customer can also avail

of their housing, automobile, farm equipment, business or personal loan scheme. Personalclient can also invest in mutual funds and participate in stock trading through ICICI bank.

Business banking Business banking services of ICICI Bank are exhaustive. Projectfinancing, deal assessment, and land evaluation are investment banking services offered

to corporate clients. Global trade and cash management transaction services facilitateremittances and receipts across important cities. Capital market and custodial servicesenable business houses to participate in equity trading and transfer across major stock

markets of world.

CHAPTER 4

LITERATURE REVIEW

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CUSTOMER SATISFACTION

Customer satisfaction refers to the extent to which customers are happy with the products

and services provided by the business. Customer satisfaction level can be measured using

survey techniques and questionnaires.

Definitions:

Customer satisfaction is equivalent to making sure that product and service performance

meets customer satisfaction.

Customer satisfaction is the perception of the customers that the outcome of the business

transaction is equal to or greater than his/her expectation.

Customer satisfaction occurs when acquisition of products/ service provides a minimum

negative departure from expectations when compared with other acquisition.

Gaining high level of customer satisfaction is very important to a business because

satisfying customers are more likely to be loyal and to make repeat orders and to use

wide range of services offered by a business. There are many factors which lead in high

level of customer satisfaction including products and services which are customer

focused and hence provides high level of value for money .

What is clear about customer satisfaction is that customers are more likely to appreciate

the goods and services that they buy if they are made to feel special. This occurs when

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they feel that the products and services that they buy have been especially produced for

them or for people like them.

Benefits of customer satisfaction

The benefits of customer satisfaction and support is increasingly becoming a vital

business issue as organization realize the benefit of customer relationship

Management(CRM) for providing effective customer service. Professionals working

within customer focused business or those running call centre or help desks need to keepinformed about the latest customer satisfaction 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 customer using CRM is essential

to support customer and long term business growth.

What do customers want??

Before we begin to create tools to measure the level of satisfaction, it is important to

develop a clear understanding of what exactly the customer wants. We need to know

what are customers expects from the products and services we provide. Customer

expectations have 2 types:

Expressed

Implied

Expressed

Customers expectations are those requirements that are written down in the contact and

agreed upon by both parties. For eg: a product specification and delivery requirements,

suppliers performance against these requirements in most of the items are directly

measurable.

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Implied

Customer expectations are not written or spoken but are the ones the customer would

expect the supplier to meet never the less. For eg: a customer would expect the service

representative who calls on him to be knowledgeable and competent to solve a problem

on the spot. There are many reasons why customer expectations are likely to change

overtime. Process improvements, advent of new technology, changes in customer

priorities, improved quality of service provided by competitors are just a few examples.

The customer is always right. Supplier job is to provide the customer what he/she wants,

when he/she wants it. Customer satisfaction is customers perception that a supplier has

met or exceeded their expectations.

What constitutes satisfaction

We cannot create customer satisfaction just by meeting customer requirements fully

because these have to be met in any case however falling short is certain to create

dissatisfaction.

Major attributes of customer satisfaction in banking industry can be summarized as

follows:

Product quality Premium outflow

Return on investment

Services

Responsiveness and ability to resolve complains and reject reports

Overall communication accessibility and attitude

What are the tools

Customer expectations can be identified using various methods such as:

Periodic contract reviews

Market research

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Telephonic interview

Personal visits

Warranty records

Informal discussion Satisfaction survey

Depending upon the customer base and available resources, we can choose a method that

is most effective in measuring the customers perceptions.

The purpose of the exercise is to identify the priorities for improvements. We must

develop a method or combination of methods that help to continually improve service.

Customer satisfaction surveys

Formal survey has emerged as by far the best method of periodically the customer

satisfaction. The surveys are not marketing tools but an information gaining tool.

Enough homework needs to be done before embarking on the actual survey.

This includes:

Designing objective survey

Designing survey approach

Develop questionnaires

Administer survey (e-mail, telephone or post)

Method of compiling data and analyzing the findings

There is no point in asking irrelevant questions on a customer satisfaction questionnaire.The basic purpose is to find out what we are doing right or wrong.

Where is the scope of improvement, where do we stand vis--vis other suppliers. How

can we serve the customer better?

A customer satisfaction measurement survey should at least identify the following

objectives:

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Importance to customers (customers priorities)

Customers perception of supplier performance

Your performance relative to customer priorities Priorities for improvement

Survey forms should be easy to fill out with minimum amount of time and efforts on

customers part. They should be designed to actively encourage the customer to complete

the questions. Yet they must provide accurate data should also be sufficiently reliable for

management decision making. This can be achieved by incorporating objective type

questions where customer has to rate on scale of say1 to 10. For repeated surveys, you

could provide the rating that was previously accorded by the customer. This works

like a reference point for the customer.

Space should always be provided for the customers own opinions this enables them to

state any additional requirements or report any shortcomings that are not covered by

the objective questions.

Normally, we deal various personnel at various levels in the customers organization the buyer, user, receiving inspector, finance and purchase person etc. surveying a number

of respondents for each customer gives a complete perspective of customer satisfaction. It

may be necessary to device a different questionnaire for each of them. Respondents must

be provided a way to express the importance they attach to various survey parameters.

Respondents should be asked to give a weighting factor, again on a rating scale of say, 1

to10, for each requirement. This gives a better indication of relative importance of each

parameter towards overall customer satisfaction and makes it easier for suppliers to

prioritize their action plans by comparing the performance rating (scores) with

importance rating(weighing).

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CONSUMER RESEARCH IN DIFFERENT

DISCIPLINES

A considerable body of literature exists on consumption, consumer behavior

and consumer decision making process.

CUSTOMER SATISFACTION PROCESS

Most of the consumer research is focused on adopter categories, habits,

attitude and intentions rather that on actually measuring the satisfaction level

with the service.

The paramount goal of marketing is to understand the customer and influence

the buying behaviour.

The process can be depicted as follows:-

Need recognition-realization of the difference between the desired and

the current situation that serves as a trigger for the entire process.

Search for information

Pre purchase alternative evaluation

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Consumption(utilization of procured option)

Post purchase alternative re-evaluation

Disinvestment (disposal of the unconsumed product and its remnants)

WAYS FOR MAINTAINING RELATIONS WITH THE

CUSTOMERS ADOPTED BY SYNDICATE BANK

Customer

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

interacted with a a 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.

Customers, opting for the service can also benefit from the quantum optima facility,

wherein if the balance exceeds Rs 5,000, the money will automatically be transferred to a

fixed deposit scheme, he said. The facility, which also enable customers to transact

between an ICICI Bank account and accounts in other banks, is being offered free of cost,

he said ICICI bank, presently, has above 2 crore customers. The lender opened nearly

470 branches in the last fiscal. The lender has also plans to launch 'SMS n Cash' scheme

later this week under which ICICI account holders can transfer funds to those who do not

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have a bank account. ICICI bank is strongly committed to protecting the privacy of its

customers and has taken all necessary and reasonable measures to protect the

confidentiality of the customer information and its transmission through the world wide

web and it shall not be held liable for disclosure of the confidential information when in

accordance with this privacy commitment or in terms of the agreements, if any, with the

customers.

ICICI bank Endeavours to safeguard and ensure the security of the information provided

by the customer. ICICI bank uses 128-bit encryption, for the transmission of the

information, which is currently the permitted level of encryption in India. When the

information provided by the customers is not transmitted through this encryption, the

customer's system (if configured accordingly) will display an appropriate message

ensuring the best level of secrecy for the customer's information.

The customer would be required to cooperate with ICICI bank in order to ensure the

security of the information, and it is recommended that the customers necessarily choose

their passwords carefully such that no unauthorized access is made by a third party. To

make the password complex and difficult for others to guess, the customers should use

combination of alphabets, numbers and special characters (like! @, #, $ etc.). The

customers should undertake not to disclose their password to anyone or keep any written

or other record of the password such that a third party could access it.

ICICI bank undertakes not to disclose the information provided by the customers

to any person, unless such action is necessary to:

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 .

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COMMON PRACTICES FOLLOWED BY ICICI

BRANCHES

Display business hours. Render courteous services. Attend to all customers present in the

banking hall at the close of business hours. Provide separate 'Enquiry' or 'May I help you'

counter at large branches. Offer nomination facility to all deposit accounts (i.e. account

opened in individual capacity) and all safe deposit locker hirers (i.e. individual

hirers).Display interest rates for various deposit schemes from time to time. Notify

change in interest rates on advances. Provide details of various deposit schemes/services

of the Bank. Issue Demand Drafts, Pay Orders, etc. Display Time-Norms for various

banking transactions. Pay interest for delayed credit of outstation cheques, as advised by

Reserve Bank of India (RBI) from time to time. Accord immediate credit in respect of

outstation and local cheques upto a specified limit subject to certain conditions, as

advised by RBI from time to time. Provide complaint/suggestion box in the

branch premises .Display address of Regional/Zonal and Central Offices as well

as Nodal Officer dealing with customer grievances/complaints

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CHAPTER 5RESEARCH METHODOLOGY

METHOD OF DATA COLLECTION

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To know the response, the researcher used questionnaire method. It has been designed

as a primary research instrument. Questionnaires were distributed to respondents and

they were asked to answer the questions given in the questionnaire.

The questionnaires were used as an instrumentation technique, because it is an

important method of data collection. The success of the questionnaire method in

collecting the information depends largely on proper drafting. So in the present study

quest ions were arranged and interconnected logical ly. The structured

questionnaire will reduce both interviewers and interpreters bias. Further, coding

and analysis was done for each questions response to reach into findings,

suggestions and finally to the conclusion about the topic.

TYPES OF DATA

Every decision poses unique needs for information, and relevant strategies can

be developed based on the information gathered through research. Research is the

systematic objective and exhaustive search for and study of facts relevant to the problem.

Research design means the framework of study that leads to the collection and analysis of

data. It is a conceptual structure with in which research is conducted. It facilitates smooth

sailing of various research operations to make the research as effective as possible.

PRIMARY DATA

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Primary data are those collected by the investigator himself for the first time and thus

they are original in character, they are collected for a particular purpose. A well-

structured questionnaire was personally administrated to the selected sample to collect

the primary data.

SECONDARY DATA

Secondary data are those, which have already been collected by some other persons for

their purpose and published. Secondary data are usually in the shape of finished products.

Two types of secondary data were collected for the preparation of the project work:

Internal Data

It was generated from companys brochures

External Data,

On the other hand, was generated from magazines, research books and internet

(websites).

SAMPLING PLAN

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DESCRIPTIVE STUDY

A descriptive study tries to discover answers to the questions who, whatwhen, where, and, sometimes, how. The researcher attempts to describe or define

a subject, often by creating a profile of a group of problems, people, or events. Such

studies may involve the collection of data and the creation of a distribution of the number

of times the researcher observes a single event or characteristic (the research variable), or

they may involve relating the interaction of two or more variables. Organizations that

maintain databases of their employees, customers, and suppliers already have significant

data to conduct descriptive studies using internal information. Yet many firms that have

such data files do not maintain them regularly for the decision-making insight they might

provide.

This descriptive study is popular in business research because of its versatility across

disciplines. In for-profit, not-for-profit and profit and government organizations,

descriptive investigations have a broad appeal to the administrator and policy

analyst for planning, monitoring, and evaluating. In this context, how questions address

issues such as quantity, cost, efficiency, effectiveness, and adequacy. Descriptive studiesmay or may not have the potential for drawing powerful inferences. A descriptive study,

however, does not explain why an event has occurred or why the variables interact the

way they do.

SAMPLE METHOD

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Convenience sampling method is used for the survey of this project. It is a non-

probability sample. This is the least reliable design but normally the cheapest and easiest

to conduct . In this method Researcher have the freedom to choose whomever they find,

thus the name convenience. Example includes informal pools of friends and

neighbors people responding to a newspapers invitation for readers to state their position

on some public issue.

SAMPLE SIZE

Sample size denotes the number of elements selected for the study.

For the present study 100 respondents were selected keeping in mind the

objective of study and time constraints.

All the 100 respondents were the customers of branch of ICICI Bank..

SAMPLING METHOD

A sample is a representative part of the population. In sampling technique, information is

collected only from a representative part of the universe and the conclusions are drawn on

that basis for the entire universe. A convenience sampling technique was used to collect

data from the respondents.

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CHAPTER -6DATA ANALYSIS AND INTERPRETATION

1. Which type of account you have in this bank??

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(a) Current account(b) Saving account(c) Fixed deposit account

SHARE OF DIFFERENT TYPES OF ACCOUNTS

S.NO NATURE OF ACCOUNT NO OFRESPONDENTS

PERCENTAGEOF

RESPONDENTS1 SAVING ACCOUNT 81 81%2 CURRENT ACCOUNT 12 12%3 FIXED DEPOSITS 07 07%

TOTAL 100 100%

CLASSIFICATION BASED ON NATURE OF ACCOUNT

No of respondents

Saving Account

Current Acco unt

Fixed Deposits

Analysis:From this table it could be inferred that 81% of the consumers have rated service offeredas good, 12% of them have rated them as very good, and 0% of them have rated asexcellent and average while only 4% have rated as poor.

Interpretation:Service offered by the bank is improving day by day. Returns consumers are getting arealso attractive. Majority of the customers rates good, very good and excellent because of the customer service offered by the bank. Banks are providing a good service to the

customers due to increased competition in the market. This may be the reason for moresatisfaction2. What is the motive behind selecting ICICI bank??

(a) Customer service(b) Brand name(c) Interest(d) Others

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MOTIVE BEHIND SELECTING SYNDICATE BANK

S.NO ATTRIBUTE SCORE RANK 1 BRAND NAME 30% 12 CUSTOMER SERVICE 70 23 INTEREST 12 34 OTHERS 02 4

CLASSIFICATION ON BASIS OF MOTVE BEHIND SELSCTING

SYNDICATE BANK

Total Score

Brand Name

Customer

Service

Interest

Others

Analysis:

This table show the strengths and weaknesses of the brand, and what are theimportant criteria or factors on which decision-making is done. From this tablewe can in fe r t ha t consumers g ive more import ance fo r Brand name ,secondly they prefer satisfaction, and then returns on investment.

Interpretation:

This purely shows that peop le are now loo king forward for bet te r customer service in addition to the brand name in which they arein ve st in g an d th e returns they are getting.

3. Which service of bank makes you prefer this bank over others??

(a) ATM(b) Loan(c) Deposits(d) Others

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Preference of service over other banks

S.No Service Total No of respondents

Percentage Of Respondents

1 ATM 25 25%2 Loan 8 8%3 Deposits 65 65%4 Others 2 2%

Total 100 100%

CLASSIFICATION ON THE BASIS OF PREFERENCES OF SERVICES OVER OTHER BANKS

Response

ATM

Loan

Deposits

Analysis:

From this table it can be inferred that around 65% of customers are investing in deposits,25% customers are using ATM service and, 8% customers are availing loan facilities and2% are using other services provided by the bank.

Interpretation:

Th i s pu re ly shows tha t peop le a re now inves ting more in depos i ts t h i sshows tha t a re ge t t ing be t te r re turns tha t means they are ge t t ing h igher c u st om e r s er v ic e s a n d a p ar t f ro m t hi s t he y a re a b le t o a v ai l o th e r faci l i t ies of the bank.

4. Which transactions is done the most with the bank??

(a) ATM(b) Loan(c) Deposits(d) Other

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Transaction done the most with the bank

S.No Services Total No of Respondents

Percentage of respondents

1 ATM 46 56%2 Loan 12 12%3 Deposit 40 30%4 Others 2 2%

Total 100 100%

Classification on the basis of the service transacted the most of the bank

Response

ATM

Loan

Analysis:

This table shows that around 46% of customers are transacting through ATM ,40% are transacting in deposits , 12% have transacted in loan and rest 2% havetransacted in other services provided by the bank.

Interpretation:

From this it can be inferred that the bank has maximum number of ATM users asthey have done that means customers are satisfied with this service of the bank themost, than from deposits, loans and other services of the banks.

5. Give rating of bank according to the quality of services provided by the banks??

(a) Average(b) Good(c) Very good(d) Excellent

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Rating on basis of services Ranks Ratings Total no of

respondentsPercentage of respondents

1 Average 20 22%2 Good 68 68%3 Very Good 8 8%4 Excellent 2 2%

Total 100 100%

Classification on the basis of services

Total respondents

AverageGoodVery goodExcellent

Analysis:

This table shows that around 68% of customers found the services of the bank good,

22% of respondents found it as average,8% of respondents found the services of thebank as very good and rest 2% found services of the bank excellent.

Interpretation:

From above analysis it can be inferred that customers found that overall serviceprovided by the bank is good.

6. Are you aware of the latest policies of the bank??

(a) Aware(b) Not Aware

Awareness of latest policies among customers

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S.No Response No of respondents Percentage of respondents

1 Aware 74 74%2 Not aware 26 26%

Total 100 100%

Classification on the basis of awareness of latest policies of bank among customers

Total respondents

AwareNot aware

Analysis:

From the above table it can be seen that around 74% of people are aware about thelatest policies of the bank and 26% of people are not aware about the latest policiesof the bank.

Interpretation:

It can be analyzed that most of the customers are aware about the latest policies of the banks of which they can attain benefit and can achieve customer satisfaction.

7. Give ratings for the interest rates of fixed deposits of the bank??

(a) High(b) Medium(c) Low

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Ratings Of Interest Rates Of Banks

Ranks Ratings Total Ratings Percentage of

Ratings1 High 64 64%2 Medium 20 20%3 Low 16 16%

Total 100 100%

Classification On the basis of Rating Of Interest Rates

Total respondents

High

Medium

Low

Analysis:

From the above table it can be inferred that around 64% of customers rate interestrate of bank as high, 20% as medium and 16% as low.

Interpretation:

From this it can be analyzed that large amount of customers feels that bank isproviding maximum interest rate on fixed deposits thus bank is ultimately providingbetter satisfaction to its customers.

8. Are you satisfied with the present interest rates of the bank??

(a) Satisfied(b) Not Satisfied

Satisfaction level with interest rates of the banks

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S.No Response Total No of Respondents

Percentage Of Respondents

1 Satisfied 78 78%

2 Dissatisfied 22 22%Total 100 100%

Classification on the basis satisfaction with the interest rates of banks

Total no of respondents

Satisfied

Dissatisfied

Analysis:

From the above table it can be inferred that around 78%of respondents are satisfiedwith the overall interest rates provided by the bank and 22% of customers aredissatisfied with the service provided by the bank.

Interpretation:

It can be analyzed that since 78% are satisfied with the overall interest rates of banks thus bank is able to provide satisfaction to its customers and should work onproviding good services to other 22% of customers who are dissatisfied.

9. Are you satisfied with communication level and attitude of employees??

(a) Yes(b) No

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Satisfaction With Attitude and Communication level of employees

S.No Response Total Respondents Percentage Of Respondents

1 Yes 82 82%2 No 18 18%Total 100 100%

Classification based on satisfaction level of consumers with attitude andcommunication level of employees

Total Respon dents

Yes

No

Analysis:

From the above table it can be inferred that around 82% people are satisfied withattitude and communication level of employees while rest 18% are dissatisfied.

Interpretation:

It can be analyzed that bank is maintaining good customer relationship, but at sametime try to satisfy the amount of people who are dissatisfied to provide bettercustomer satisfaction.

10. Are your grievances addressed properly??

(a) Yes(b) No

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Redressing Of GrievancesS.No Response No Of Respondents Percentage Of

Respondents1 Yes 88 88%2 No 12 12%

Classification on the basis of addressing customers grievances

Total no of Respondents

Yes

No

Analysis:

From this table it can be inferred that around 88% customers that their grievancesare being addresses while 12% customers feels that they are neglected.

Interpretation:

It can be interpreted that although 88% customers grievances are addresses butbanks should make more efforts to solve grievances of the left ones to providemaximum satisfaction to its customers.

11. Are you satisfied with the overall services provided by the bank??

(a) Yes(b) No

Satisfaction With Overall Services Of Bank

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S.No Response Total Respondents Percentage Of Respondents

1 Satisfied 88 88%2 Dissatisfied 12 12%

Total 100 100%

Classification on the basis satisfaction level with overall services of banks


Satisfied

Dissatisfied

Analysis:

From the above table it can be inferred that around 88% of customers are satisfiedwith the overall services of the banks and rest 12% are still dissatisfied.

Interpretation:

It can be interpreted that bank is doing well in providing better service to itscustomers.

12. Will you like to recommend about this bank to others??

(a) Yes(b) No

Consumer Willingness To Recommend their Banks to Others

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S.No Response No of respondents

Percentage of respondents

1 Recommend 88 88%2 Not Recommend 12 12%

Total 100 100%

Classification based on consumer willingness to recommend Syndicate

bank to other


RecommendNot recommend

Analysis:

From this table it can be inferred that around 88% of respondents are willingto recommend to use the services to bank to others while 12% of respondentsdeny.

Interpretation:

It can be interpreted that around 88% of respondents are satisfied with overallcustomer service of the bank and high level are willing to recommend it toothers and this also means that bank possess high level of goodwill.

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CHAPTER7FINDINGS

FINDINGS:

1. Most of the respondents are having Saving A/Cs2. Most of the respondents are satisfied with the service offered by

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Syndicate bank 3. Majority of the customers rates good, very good and excellent because of the

customer service offered by the bank 4. people are now looking forward for better customer service in addition to the brand

name in which they are investing and the returns they are getting.

5. The reason can be increasing customer satisfaction and quality services offered bythe bank.6. Most of the customers are aware about the latest policies of the banks7. Most of the customers are satisfied with the interest rate of fixed deposits of the

bank.6. Most of the customers are satisfied with overall interest rates of other deposits of the

bank.7. It is found that there is good banker customer relationship as maximum number of

customers are satisfied with the attitude and behavior of employees.8. It is found that grievances of maximum number of customers are being addressed

and resolved .

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CHAPTER -8LIMITATIONS

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LIMITATIONS

Although the s tudy was car r ied out wi th ex t reme enthus iasm and careful planning there are severa l limita tions, which handicapped the research viz.

1 . T i m e C o n s t r a i n t s :

The t ime st ipulated for the pro ject to be completed is less andthus there are chances that some information might have been lef to ut, h o w e v e r d u e c a r e i s t a k e n t o i n c l u d e a l l t h e r e l e v a n tinformation needed.

2 . S a m p l e s i z e :

Due to time constraints the sample size was relatively small and would definitelyhave been more representative if I had collected information from morerespondents.

3 . A c c u r a c y :

It is difficult to know if all the respondents gave accurate information; somerespondents tend to give misleading information.

4 . I t w a s d if f i cu l t t o f in d r e s p o n de n t s a s t he y w e r e b u s y in

t h e i r schedule , and collection of data was very difficult. Therefore, the studyhad to be carried out based on the availability of respondents

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CHAPTER-9

RECOMMENDATION AND CONCLUSIONS

SUGGESTIONS AND RECOMMENDATION

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With regard to banking products and services, consumers respond at differentrates, depending on the consumers characteristics. Hence Syndicate Bank should try to

bring their new product and services to the attention of potential early adopters.

Due to the intense competition in the financial market, Syndicate Bank

should adopt better strategies to attract more customers Return on investment company reputation and premium outflow are most preferred attributes that are expected bythe respondents . Hence greater focus should be given tothese attributes.

Syndicate Bank should adopt effective promotional strategies to increasethe awareness level among the consumers.

Syndicate Bank should ask for their consumer feedback to know whether

the consumers are really satisfied or dissatisfied with the service and product of the bank.If they are dissatisfied, then the reasons ford is satisfaction should befound out and should be corrected in future.

The Syndicate brand name has earned a lot of goodwill and enjoyshigh brand equity. As there is intense competition, Syndicate Bank shouldwork hard to maintain its position and offer better service and products toconsumers.

The bank should try to increase the Brand image

through performance and service then, only the customerswill be satisfied .

Majority of the people find banking important in their life, so Syndicate bank should employ the strategies to convert the want in to need which willenrich their business.

CONCLUSION

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T h e p r o j e c t e n t i t l e d A S T U D Y T O U N D E R S T A N DT H E C US TO ME R S AT IS FAC TI ON AT S YN DI CATE B AN K h a sh e l p e d m e i n s t u d y i n g satisfaction about services and products offered toconsumers. Since the opening up of the banking sector, private banks are in the fray eachone trying to cover more market share than the other. Ye t, Sy nd ic at e Ba nk is fa r

behind SBI. Syndica te Bank must also be a ler t what with Private Banks(ICICI, HDFC) breathing down its neck. I am sure the bank will find my findingsrelevant and I sincerely hope it uses my su gges tions enlis ted, which I ho pewi ll ta ke th em miles ahead of competition. In short, I would like to say that thevery act of the concerned mana ge me n t a t Sy nd ica t e Ba nk in g i v in g meth e jo b of c r i t ic a l ly ex am in in g consumer sat is fact ion towards f inancial

products and serv ices of the c o m p a n y i s a s t e p i n t h e i r c o n t i n u a lmission of making all round improvements as a means of progress.

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APPENDIX

BIBLIOGRAPHY

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BOOKS

Research Methodology by C.R. KOTHARI, 2 nd edition.Marketing Management by PHILIP KOTLER, 11 th edition

ARTICLES: (Journal)

ARTICLES: (News Paper)

WEBSITE

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CUSTOMER FEEDBACK FORM

Name of customer

Address.A/C No..Age.Sex.Contact no...

1. Which type of account you have in this bank??

(a)Current account(b)Saving account(c)Fixed deposit account

2. What is the motive behind selecting ICICI bank??

(a)Customer service(b)Brand name(c)Interest(d)Others

3. Which service of bank makes you prefer this bank over others??

(a)ATM(b)Loan

(c) Deposits(d) Insurance(e) Others

4. What all transactions have you done with the bank??

(a) ATM(b)Loan(c)Deposits(d)Insurance(e)Others

5. Give rating to the products provided by the banks in accordance to theirquality??

(a)Excellent(b)Very good(c ) Good(d)Average

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6. Are you aware of the latest policies of the bank??

(a)Aware

(b)Not Aware

7. Give ratings for the interest rates provided by the bank??

(a)High(b)Medium(c)Low

8. Are you satisfied with the present interest rates of the bank??

(a) Yes(b) No

9. Are you satisfied with communication level and attitude of employees??

(a) Yes(b) No

10. Are your grievances addressed properly??

(a)Yes(b)No

11. Are you satisfied with the overall services provided by the bank??

(a)Yes(b)No

12. Will you like to recommend about this bank to others??

(a)Yes(b)No

customer satisfaction icici

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