icici project for bbm customer attitude towards financial services provided by icici bank

Contents

Sl no. CHAPTERS Page No.

1 INTRODUCTION 1-8

2 ICICI GROUP PROFILE 9-18

3 BANK PROFILE 19-43

4 PRODUCT PROFILE 44-84

5 SURVEY ANALYSIS & INTERPRETATION 85-97

6 FINDINGS, SUGGESTIONS & CONCLUSION 98-101

7 ANNEXURE

QUESTIONNAIRE

BIBLIOGRAPHY

ARG college of arts & commerce davangere.

Chapter -1

INTRODUCTION

Indian Banking Industry

The Reserve Bank of India main functions

Objective of study

Scope of study

Research methodology

Limitations of the study

Chapter scheme


INTRODUCTION:

Indian Banking Industry:

Banking in India has its origin as early as the Vedic period. It is believed that the transition from money lending to banking must have occurred even before Manu, the great Hindu juries, why has devoted a section of his work to deposits and advances and laid down rules relating to rates of interest. During the mogul period, the indigenous bankers played a very important role in lending money and financing foreign trade and commerce. During the days of the East Indian Company, it was the turn of two agency house to carry on the banking business.

The general bank of India was the first joint stock Bank to be established in year 1786. The others which followed were the bank of Hindustan and the Bengal Bank. The bank of Hindustan is reported to have continued till 1906 while the other two in established three banks: the bank of Bengal in 1809, the bank of Bombay in 1840, and the bank of Madras in 1843. These three banks also known as presidency banks were independent units and functioned well. These three banks were amalgamated in 1920 and new bank, the Imperial Bank of India was established on 27th January 1927, with the passing of the State Bank of India act in 1955 the undertaking of the imperial bank of India was taken over by the newly constituted state bank of India.

The Reserve Bank which is the central bank was created in 1935 by passing Reserve Bank of Indian act 1934 in the wake of the Swedish movement, number of bank with Indian management were established in the country namely, Punjab National Bank Ltd, Bank of India Ltd, Canara Bank Ltd, the Bank of Baroda ltd, the Central Bank of India Ltd. On July 19, 1969, 14 major banks of the country were nationalized and in 15th April 1980 six more commercial private sector banks were also taken over by the government.

Today the commercial banking system in India may be distinguished into:

Public sector banks Private sector banks Co-operative sector Development banks Foreign bank


Public sector banks:

1. State bank of the India and associates banks called the state bank groups.

2. 20 Nationalized banks.

3. Regional rural banks mainly sponsored by public sector banks.

Private sector banks:

1. Old generation private banks

2. New generation private banks

3. Foreign banks in India

4. scheduled co-operative banks

5. Non-scheduled banks.

Co-operative banks:

1. State co-operative banks

2. Central co-operative banks

3. Primary agricultural societies

4. Land development banks

5. Urban co-operative banks.

6. Primary agriculture development

7. State land development banks

Development banks:

1. Industrial Finance corporation of India

2. Industrial development bank of India

3. Industrial credit and Investment Corporation of India

4. Industrial investment bank of India.

5. Small industrial development bank of India.

6. SCICI Ltd

7. National bank for agricultural and rural development.


8. Export import bank of India

9. National housing bank.

10. Housing development and Finance Corporation.

Foreign Bank:

1. City banks

2. HSBC

3. ABN-Amro

4. Standard charted

5. Others.

The Reserve Bank of India:

The Reserve Bank of India Acts as centralized body monitoring and discrepancies and short coming in the system it is the for most monitoring in the Indian financial sector the nationalized bank (that is government owned banks) continued to dominate India bank arena.

Industry estimates indicate that out of 274 commercial banks operating in India 223 banks are in public sector and 51 are in private sector. The private sector banks grid also includes 24 foreign banks that have started their operation here.

Under the admit nationalized bank come the specialized bank institutions. These co-operatives, rural banks focus on area of agriculture rural development etc. unlike commercial banks these co-operative banks do not lend on the basis of prime lending rate. They also have various tax scope because of their holding pattern and leading structure and hence have a lower word this enables than to give marginally higher percentage on saving deposit.

Many of these co-operative banks diversified into specialized areas like car finance, housing loans, truck finance etc. in order to keep a pace with the public sector and private counter parts the co-operative banks too have invested heavily in information technology to offer high computerized banking services to its clients.

Main functions:


1. Monitory Authority:

Formulates implements and monitors and monetary policy.

Objectives maintaining price stability and ensuring adequate flow of

credit to productive sectors.

2. Regulating and supervisor of the financial system:

Prescribes board parameters of banking operations within which the

country’s banking and financial public functions.

Objectives: maintain public confidences in the system, protect

depositor’s interest and provide cost-effective banking services to the

public.

3. Manger of exchange control

Manages the foreign exchange management Act-1999.

Objective: To facilitate external trade and payment promote orderly

development and maintenance of foreign exchange market in India.

4. Issuer of currency

Issues and exchanges or destroys currency and coins not fit for

circulation.

Objective: To give the public adequate quantity of supplies of currency

notes and coins in good quality.

5. Development Role:

Bankers to the government: Performs merchant banking functions for

the central and state government: also acts as their banker. Bankers to

bankes: maintains banking accounts of all scheduled banks

Meaning &definition :

The Indian banking regulation act 1949,


Under section 5(b) of act the term banking and banking company is defined as – “banking means the accepting , for the purpose of lending or investment, of deposits of money from the public , repayable on demand or otherwise , and withdrawal by cheque draft order or otherwise “

From Above definition it is clear that banking is an institution which mainly performs some functions such as accepting deposits from the public for the purpose of leading or investment and the money in repayable on demond or otherwise & also the money is withdrawal by cheques draft & order or otherwise its main purpose is to provide money to the needy.

Banking institutions which deals with money their business is finance , and their stock in trade is currency & credit.

Need for study:

The term bank has become a general and popular term today because they

plays a dynamic role in our daily life. Bank have become inspirable part of

modern society. The project report entitled “A study on financial service

provided by icici bank” has been brought out to know the performance of the

branch in providing services to the society.

Objective of study:

To make a detail study of accounts, deposits & other services provided

by icici bank

To know the structure of the icicibank

To detail study on loans provided by bank

To find out the knowledge of customers about the various product

offering by icici bank

Scope of study:

This study confines its analysis only with regard to financial service provided by icici bank. The study gives us about the performance and growth


of the icici bank. To increase our knowledge regarding banking activities and operations.

Research methodology:

The value of any systematic research lies in its methodology giving a clear idea of the forms of the study and procedure adopted in conducting the study.

For the study the methodology adopted is based on survey & interview method. For primary data a sample of respondents are contacted and data obtained from them trough questionnaire.

Sample size:

Sample size refers to the number of respondents to be included in the survey

Sample area:

Sample area refers to the place where the study is conducted sample area selected for the study indavangere city.

Source of data:

1. Primary data

2. Secondary data

Primary data:

Primary data are those that are collected as fresh for the first time and thus happen to be origin in character.

Here primary data was collected through a structures questionnaire the selection of respondents is based on simple random sampling. Information was collected from personnel interviews and discussion with the manager of Icici bank davangere& also with respondents or the customers.

Secondary data:

The secondary data are those,which have collected by some others which have been processed


For the study the secondary data is collected from various sources such as news paper,journals,article, books and websites.

Tools used for the analysis:

Major tools used for the analysis of the data are tables, percentages, bar charts, pie charts, tube charts.

Limitations of the study:

The main limitations of the study are as follows:

The survey is restricted only to davangere city. The information obtained may contain biased opinion. Problem of collecting information respondent’snoncooperation. The survey is restricted only to the Icici bank davangere.

Chapter scheme :

1. Introduction & design of study :


In this chapter deals with researcher intends to discuss about the introduction statements of problem objective of the study, scope of the study, research methodology, tools used for analysis& limitations of study .this chapter will give brief introduction about the project background.

2. ICICI group profile :In this chapter researcher intends to describe the history of the icici company,& the Overview of ICICI Group Companies.

3. BANK profile:In this chapter researcher intends to describe the history of the bank which contains the profile, branch network, organizational set up, human resource, financial profile,& business profile & mission & vision of bank

4. Products & servicesIn this chapter researcher intends to list out the products and value added services provided by bank.

5. Analysis & interpretation :This chapter heart of the project work it is indid\spensable to the project worker to conduct the survey and takes the opinion of customer. Projectsworked takes opinion from customer through different modes like questionnaire, conducting personnel interview,referring secondary data, etc.

6. Summary of findings , recommendations and conclusion:

In last chapter it is conventional to analyze findings identified during The project work. It is last but not least i.e. even though it is last chapter it gather very importance among all other chapters. Hence project worker in this chapter analyze findings and puts some recommendations & finally comes to conclusion.

Chapter -2

ICICI GROUP PROFILE

Overview of Icici group


ICICI GROUP PROFILE

OVERVIEW


ICICI Group offers a wide range of banking products and financial services to corporate and retail customers through a variety of delivery channels and through its specialized group companies, subsidiaries and affiliates in the areas of personal banking, investment banking, life and general insurance, venture capital and asset management. With a strong customer focus, the ICICI Group Companies have maintained and enhanced their leadership position in their respective sectors.

ICICI Bank is India's second-largest bank with total assets of Rs. 3,793.01 billion (US$ 75 billion) at March 31, 2009 and profit after tax Rs. 37.58 billion for the year ended March 31, 2009. The Bank has a network of 1,451 branches and about 4,721 ATMs in India and presence in 18 countries.

ICICI Prudential Life Insurance Company is a 74:26 joint venture with prudential plc (UK). It is the largest private sector life insurance company offering a comprehensive suite of life, health and pensions products. It is also the pioneer in launching innovative health care products like Diabetes Care Active and health Saver. The company operates on a multi-channel platform and has a distribution strength of over 2,76,000 financial advisors operating from more than 2000 branches spread across 1800 locations across the country. In addition to the agency force, it also has tie-ups with various banks, corporate agents and brokers. In fiscal 2009, ICICI Prudential attained a market share of 10.9% based on retail weighted premium and garnered a total premium of Rs 153.56 billion registering a growth of 13% and held assets of Rs. 327.88 billion as on March 31, 2009.

ICICI Lombard General Insurance Company, a joint venture with the Canada based Fairfax Financial Holdings, is the largest private sector general insurance


company. It has a comprehensive product portfolio catering to all corporate and retail insurance needs and is present in over 300 locations across the country. ICICI Lombard General Insurance has achieved a market share of 27.2% among private sector general insurance companies and an overall market share of 11.2% during fiscal 2009. The gross return premium grew by 2.2% from Rs. 33.45 billion in fiscal 2008 to 34.20 billion in fiscal 2009.

ICICI Lombard is a 74:26 joint venture between ICICI Bank Limited, India’s second largest bank with USD 75 billion in assets and Fairfax Financial Holdings Limited, a Canada based USD 27 billion diversified financial services company engaged in general insurance, reinsurance, insurance claims management and investment management.

ICICI Lombard is the largest private sector general insurance company in India with a Gross Written Premium (GWP) of Rs. 34,198.4 million for the year ended March 31, 2009. The company presently has around 4,777 employees in 357 branches. In the financial year ended March 31, 2009, the company issued over 4 million policies and serviced over 33 lakh claims. The company has a claim disposal ratio of 97% (percentage of claims) settled against claims reported as on March 31, 2009

Lombard Canada Ltd, a group company of Fairfax Financial Holdings Limited, is one of Canada's oldest property and casualty insurers. It is a leading insurance management company responsible for providing insurance management services for all of the Lombard group's commercial, personal, and specialized insurance companies. Lombard Canada Ltd. has its head office in Toronto, Canada and has annual sales in excess of $977 million and is a wholly owned subsidiary of Fairfax Financial Holdings Limited (FFH on Toronto Stock Exchange). It has received an A- rating from A.M. Best Company and claims paying ability received an A+ rating from Duff & Phelps Credit Rating Co.

ICICI Lombard has been assigned a domestic rating of iAAA by ICRA (an associate of Moody’s Investors Service) for highest claim paying ability and a fundamentally strong position. ICICI Lombard allows instant policy issuance and renewal through its website www.icicilombard.com for all retail insurance products including Car Insurance, Health Insurance, Travel Insurance, Two Wheeler Insurance and Home Insurance. There are multiple payment options available including internet banking, credit card, debit card


and cash card.

ICICI Lombard Auto Insurance has been rated highest in customer satisfaction by J.D. Power Asia Pacific in India among 11 auto insurance providers. The company has been conferred the Golden Peacock- Eco Innovation Award of 2009 for weather insurance and the Customer and Brand Loyalty award in the “Insurance Sector - Non-Life” at the 2nd Loyalty awards, 2009. It was awarded the ‘General Insurance Company of the Year’ at the 11th Asia Insurance Industry Awards. The company also won the NDTV Profit Business Leadership Award 2007 and was adjudged as the most Customer Responsive Company in the Insurance category at the Economic Times Avaya Global Connect Customer Responsiveness Award 2006. It has the Gold Shield for “Excellence in Financial Reporting” by the ICAI (Institute of Chartered Accountants of India) for the year ended March 31, 2006.

ICICI Securities Ltd is the largest equity house in the country providing end-to-end solutions (including web-based services) through the largest non-banking distribution channel so as to fulfill all the diverse needs of retail and corporate customers. ICICI Securities (I-Sec) has a dominant position in its core segments of its operations - Corporate Finance including Equity Capital Markets Advisory Services, Institutional Equities, Retail and Financial Product Distribution.

ICICI Securities Primary Dealership Limited is the largest Primary Dealer in Government Securities. It is an acknowledged leader in the Indian fixed income and money markets, with a strong franchise across the spectrum of interest rate products and services - institutional sales and trading, resource mobilisation, portfolio management services and research. One of the first entities to be granted Primary Dealership license by RBI, I-Sec PD has made pioneering contributions since inception to debt market development in India. I-Sec PD is also credited with pioneering debt market research in India. I-Sec PD has been recognised as the 'Best Domestic Bond House in India' by Asiamoney every


year from 2002 to 2007 and selected as 'Best Bond House' by Financeasia.com for the years - 2001, 2004 to 2007 and 2009."

ICICI PRUDENTIAL ASSET MANAGEMENT COMPANY:

ICICI Prudential Asset Management is the third largest mutual fund with average asset under management of Rs. 514.33 billion and a market share of 10.43% as on March 31, 2009. The Company manages a comprehensive range of mutual fund schemes and portfolio management services to meet the varying investment needs of its investors through162 branches and 185 CAMS official point of transaction acceptance spread across the country.

ICICI Venture is one of the largest and most successful private equity firms in India with funds under management in excess of USD 2 billion. ICICI Venture, over the years has built an enviable portfolio of companies across sectors including Life Sciences, Information Technology, Media, Manufacturing, Retail, Financial Services, and Real Estate thereby building sustainable value. It has several “firsts” to its credit in the Indian Private Equity industry. Amongst them are India’s first leveraged buyout (Infomedia), the first real estate investment (Cyber Gateway), the first mezzanine financing for a acquisition (Arch Pharmalabs), the first ‘royalty-based’ structured deal in Pharma Research & Development (Dr Reddy’s Laboratories - JV) and the first fund level secondary transaction (Coller Capital).

The team at ICICI Venture is a mix of investment professionals, entrepreneurs, industry professionals, and structured finance professionals. The complementary strengths of the various team members ensures not only the best deal sourcing and the most optimum structuring but also the ability to add significant value to the portfolio companies.

ICICI Venture has the largest team strength amongst all private equity firms in India. In addition, what makes the team unique is the presence of in-house legal, finance, compliance and risk departments. The management team at ICICI Venture has the experience of executing large and complex transactions, structuring innovative deals and creating new investment landscapes through each of its investments.


Vision & values if icici venture:

Vision:

Icici venture shapes the investment land scape by being the first mover

and by channelizing all requisite resource to create new economic

opportunities

Icici venture partners and nurtures enterprises across stages sectors and

geographies ti build the winner of tomorrow

Icici venture maximizes returns by leveraging its unique position,

strengths and innovative skills

They live this vision every moment and have the power and the passion to make it happen\

Values:

Integrity

Excellence

Trust

Respect for all

Enterprise

Ownership


Enduring Relationship

The long journey of 55 years has had several milestones………………

1955:The Industrial Credit and Investment Corporation of India Limited (ICICI) Incorporated at the initiative of the World Bank, the

Government of India Representatives of Indian industry, With the objective of creating a development Financialinstitution for providing medium-term and long-term project financing to Indian businesses.

Mr.A.RamaswamiMudaliar elected as the first Chairman of ICICILimited

1956:ICICI declared its first dividend of 3.5%.

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

1960:ICICI building at 163, Backbay Reclamation, inaugurated

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

Kredianstalt obtained

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

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

1972:The second entity in India to set up merchant banking

services.

1977:ICICI sponsored the formation of Housing Development


FinanceCorporation.

1978:Mr. James Raj appointed the fourth Chairman of ICICI.1979:Mr.Siddharth Mehta appointed the fifth Chairman of ICICI.

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

ICICI commences leasing business.

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

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

1986: ICICI became the first Indian institution to receive ADB Loans ICICI, along with UTI, set up Credit Rating Information Servicesof India Limited,

India's first professional credit rating agency

1987: The Corporation made a public issue of Swiss Franc 75 Million inSwitzerland, the first public issue by any IndianEntity in the Swiss Capital Market.

1988: ICICI signed a loan agreement for Sterling Pound 10 million With Commonwealth Development Corporation (CDC), the first loan by CDC for financing projects in India.

1993: Promoted TDICI - India's first venture capital company.

1994:ICICI Securities and Finance Company Limited in joint Venture with J. P. Morgan set up.

1996: ICICI Asset Management Company set up.ICICI Bank set upICICI Ltd became the first company in theIndian financial sectorto raise GDR.

1977:ICICI sponsored the formation of Housing DevelopmentFinance Corporation. Managed its first equity public issue.


1998:The name The Industrial Credit and Investment Corporation Of India Ltd changed to ICICI Ltd. ICICI Ltd announced the Takeover of ITC Classic Finance.

1999:Introduced the new logo symbolising a common corporateidentity for the ICICI Group. ICICI announced takeover of Anagram Finance.

2000:ICICI launched retail finance - car loans, house loans and loansfor consumer durables. ICICI becomes the first Indian Company to list on the NYSE through an issue of American. Depositary Shares.

2001:ICICI Bank became the first commercial bank from India to list its stock on NYSE.ICICI Bank announces merger with Bank of Madura.

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

2002:ICICI Ltd merged with ICICI Bank Ltd to create India's secondLargest bank in terms of assets.

ICICI assigned higher than sovereign rating by Moody's.


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

"E Lobby", a self-service banking centre inaugurated in Pune. It was the first of its kind in India.

ICICI Bank launched Private Banking.

1100-seat Call Centre set up in Hyderabad

ICICI Bank Home Shoppe, the first-ever permanent aggregation and display ofhousing projects in the county, launched in Pune,

ATM-on-Wheels, India's first mobile ATM, launched in Mumbai

2003:The first Integrated Currency Management Centre launched in Pune.ICICI Bank announced the setting up of its first ever offshore branch in Singapore.

The first offshore banking unit (OBU) at Seepz Special Economic Zone, Mumbai, launched.

ICICI Bank's representative office inaugurated in Dubai. Representative office set up in China ICICI Bank's UK subsidiary launched.

India's first ever "Visa Mini Credit Card", a 43% smaller credit cardin dimensionslaunched

Temasek Holdings acquired 5.2% stake in ICICI Bank.

ICICI Bank became the market leader in retail credit in India.

2004: Max Money, a home loan product that offers the dual benefit of


higherEligibility and affordability to a customer, introduced. Mobile banking service in India launched in association with Reliance Infocomm.

India's first multi-branded credit card with HPCL and AirtelLaunched.

Kisaan Loan Card and innovative, low-cost ATMs in rural India Launched.

2005: ICICI Bank and CNBC TV 18 announced India's first ever awards recognising the achievements of SMEs, a pioneering initiative toencourage the contribution of Small and Medium Enterprises tothe growth of Indian economy. ICICI Bank opened its 500th branch in India.

ICICI Bank became the largest bank in India in terms of its market capitalisation.

2006:ICICI Bank became the first private entity in India to offer adiscount to retail investors for its follow-up offer

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

2007: Introduced a new product - 'NRI smart save Deposits' – a unique fixeddeposit scheme for nonresident Indians deposit scheme for nonresident Indians.deposit scheme for nonresidentIndians.

2008:ICICI Bank enters US, launches its first branch in New York. ICICI Bank enters Germany, opens its first branch in Frankfurt.


Chapter -3

BANK PROFILE

Origin of Icici bank

Vision & mission

Objectives of Icici bank

History

Board of director

Organization structure

Financial statements


B A N K P R O F I L E

ICICI bank is India’s second-largest bank with total assets of Rs. 3,562.28 billion (Us$ 77 billion) at December 31, 2009 and profit after tax Rs. 30.19 billion (Us$ 648.8 million) for the nine months ended December 31, 2009. The


bank has a network of 1,694 branches and about 4,883 ATM in India and presence in 18 countries. Icici bank offers a wide range of banking products and financial services to corporate and retail customers through a variety of delivery channels and through its specialized subsidiaries and affiliates in the areas of investment banking, life and non-life insurance, venture capital and asset management. The bank currently has subsidiaries in the united kingdom, Russia and Canada, branches in united states, Singapore, Bahrain, Hong Kong, sri lank, Qatar and Dubai international finance centre and representative offices in united Arab emirates, china, south Africa, Bangladesh, Thailand, Malaysia and Indonesia. Their uk subsidiary has established branches in Belgium and Germany.

Icici bank's equity shares are listed in India on Bombay stock exchange and the national stock exchange of India limited and its American depositary receipts (adrs) are listed on the New York stock exchange (nyse).

Vision of icici bank

Over the last few years, the ICICI Bank has taken rapid strides in developing new businesses in line with its proposition to offer complete financial services to both corporate and retail customers.

With the recent addition of insurance, the proposition of ICICI Bank is now fulfilled. Going forward, the challenge for ICICI will be to continue innovating to improve market shares and maintain its competitive edge. In this endeavour, ICICI will continue to benchmark with global best practices to ensure optimum utilization of its resources and the finest exposure to its work force. The speed with which it has been able to transform the organization and successfully start so many new businesses is almost singularly owing to the skills, enterprise and the depth of its human resources.

ICICI Bank is committed to enriching this valuable resource which in turn, will allow it to bring innovative practices to the world of financial services in India. With technology playing the key role mainly.

The vision is to develop ICICI Bank into an organization that is empowered by bright and talented individuals, working in teams and riding on the backbone of world class technology.


Mission of icici bank

ICICI Bank as an organization has been built on the principles of professionalism, ethics and financial expertise. The bank believes that its existence and development are closely interlinked with its ability to serve both the corporate an retail customers. This belief has evolved into its corporate philosophy of growth, innovation and stability.

The bank aims to provide the benefits of universal banking to its corporate, investors and retail clients. The goal is to ensure that dealing with ICICI Bank is safe, simple and efficient.

ICICI Bank attempts to pursue growth and innovation without compromising on its stability.

Objective of ICICI Bank

“Our objective of creating a universal bank providing end-to-end financial services, clearly required solutions which were based on new-generation technology, offered end-to-end functionality and were highly flexible and scalable. Finacle offered all this and much more.”

Present scenario

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

H i s t o r y

ICICI 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 was reduced to 46%. In the year 2000, ICICI Bank offered made an equity offering in the form of ADRs on the New York Stock Exchange (NYSE), thereby becoming the


first Indian company and the first bank or financial institution from non-Japan Asia to be listed on the NYSE. In the next year, it acquired the Bank of Madura Limited in an all-stock amalgamation. Later in the year and the next fiscal year, the bank made secondary market sales to institutional investor

With a change in the corporate structure and the budding competition in the Indian Banking industry, the management of both ICICI and ICICI Bank were of the opinion that a merger between the two entities would prove to be an essential step. It was in 2001 that the Boards of Directors of ICICI and ICICI Bank sanctioned the amalgamation of ICICI and two of its wholly-owned retail finance subsidiaries, ICICI Personal Financial Services Limited and ICICI Capital Services Limited, with ICICI Bank. In the following year, the merger was approved by its shareholders, the High Court of Gujarat at Ahmedabad as well as the High Court of Judicature at Mumbai & the reserve bank of India.

ICICI Bank Milestones……………..

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

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

1956 ICICI declared its first dividend of 3.5%.

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


1960 ICICI building at 163, Backbay Reclamation, inaugurated.

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

obtained.

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

oversubscribed.

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

1972 The second entity in India to set up merchant banking services.

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

1977 ICICI sponsored the formation of Housing Development Finance

Corporation. Managed its first equity public issue.

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

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

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

Currency Units. ICICI commences leasing business.

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

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

of ICICI.


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

ICICI, along with UTI, set up Credit Rating Information Services of India Limited, India's first professional credit rating agency.

ICICI promotes Shipping Credit and Investment Company of India Limited.

The Corporation made a public issue of Swiss Franc 75 million in Switzerland, the first public issue by any Indian entity in the Swiss Capital Market.

1987 ICICI signed a loan agreement for Sterling Pound 10 million with

Commonwealth Development Corporation (CDC), the first loan by CDC for financing projects in India.

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

1993 ICICI Securities and Finance Company Limited in joint venture with J.

P. Morgan set up. ICICI Asset Management Company set up.

1994 ICICI Bank set up.

1996 ICICI Ltd became the first company in the Indian financial sector to

raise GDR. SCICI merged with ICICI Ltd.

Mr. K.V.Kamath appointed the Managing Director and CEO of ICICI Ltd.


1997 ICICI Ltd was the first intermediary to move away from single prime

rate to three-tier prime rates structure and introduced yield-curve based pricing.

The name The Industrial Credit and Investment Corporation of India Ltd changed to ICICI Ltd.

ICICI Ltd announced the takeover of ITC Classic Finance.

1998 Introduced the new logo symbolizing a common corporate identity for

the ICICI Group. ICICI announced takeover of Anagram Finance.

1999 ICICI launched retail finance - car loans, house loans and loans for

consumer durables. ICICI becomes the first Indian Company to list on the NYSE through an

issue of American Depositary Shares.

2000 ICICI Bank became the first commercial bank from India to list its stock

on NYSE ICICI Bank announces merger with Bank of Madura.

2001 The Boards of ICICI Ltd and ICICI Bank approved the merger of ICICI

with ICICI Bank.

2002 ICICI Ltd merged with ICICI Bank Ltd to create India’s secondlargest

bank in terms of assets. ICICI assigned higher than sovereign rating by Moody’s. ICICI Bank launched India’s first CDO (Collateralized Debt Obligation)

Fund named Indian Corporate Collateralized Debt Obligation Fund (ICCDO Fund).


"E Lobby", a self-service banking centre inaugurated in Pune. It was the first of its kind in India.

ICICI Bank launched Private Banking. 1100-seat Call Centre set up in Hyderabad. ICICI Bank Home Shoppe, the first-ever permanent aggregation and

display of housing projects in the country, launched in Pune. ATM-on-Wheels, India’s first mobile ATM, launched in Mumbai.

2003 The first Integrated Currency Management Centre launched in Pune.

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

The first offshore banking unit (OBU) at Seepz Special Economic Zone, Mumbai, launched.

ICICI Bank’s representative office inaugurated in Dubai.

Representative office set up in China: ICICI Bank’s UK subsidiary launched.

India’s first ever "Visa Mini Credit Card", a 43% smaller credit card in dimensions launched.

ICICI Bank subsidiary set up in Canada.

Temasek Holdings acquired 5.2% stake in ICICI Bank.

ICICI Bank became the market leader in retail credit in India.

2004 Max Money, a home loan product that offers the dual benefit of higher

eligibility and affordability to a customer, introduced. Mobile banking service in India launched in association with Reliance

Infocomm. India’s first multi-branded credit card with HPCL and Airtel launched.

Kisan Loan Card and innovative, low-cost ATMs in rural India launched

ICICI Bank and CNBC TV 18 announced India’s first ever awards recognizing the achievements of SMEs, a pioneering initiative to encourage the contribution of Small and Medium Enterprises to the growth of Indian economy.


ICICI Bank opened its 500th branch in India.

ICICI Bank introduced partnership model wherein ICICI Bank would forge an alliance with existing micro finance institutions (MFIs). The MFI would undertake the promotional role of identifying, training and promoting the micro-finance clients and ICICI Bank would finance the clients directly on the recommendation of the MFI.

ICICI Bank introduced 8-8 Banking wherein all the branches of the Bank would remain open from 8a.m. to 8 p.m. from Monday to Saturday.

ICICI Bank introduced the concept of floating rate for home loans in India.

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

Hardoi.

"Free for Life" credit cards launched wherein annual fees of all ICICI

Bank Credit Cards were waived off.

ICICI Bank and Visa jointly launched mChq – a revolutionary credit

card on the mobile phone.

Private Banking Masters 2005, a nationwide Golf tournament for high

networth clients of the private banking division launched. This event is

the largest domestic invitation amateur golf event conducted in India.

First Indian company to make a simultaneous equity offering of $1.8

billion in India, the United States and Japan.

Acquired IvestitsionnoKreditny Bank of Russia.

ICICI Bank became the largest bank in India in terms of its market

capitalization.

ICICI Bank became the first private entity in India to offer a discount to

retail investors for its follow-up offer.


2006 ICICI Bank became the first Indian bank to issue hybrid Tier-1 perpetual

debt in the international markets. ICICI Bank subsidiary set up in

Russia.

Introduced a new product - ‘NRI smart save Deposits’ – a unique fixed

deposit scheme for nonresident Indians.

Representative offices opened in Thailand, Indonesia and Malaysia.

ICICI Bank became the largest retail player in the market to introduce a

biometric enabled smart card that allows banking transactions to be

conducted on the field. A low-cost solution, this became an effective

delivery option for ICICI Bank’s micro finance institution partners.

Financial counseling centreDisha launched. Disha provides free credit

counseling, financial planning and debt management services.

Bhoomi puja conducted for a regional hub in Hyderabad, Andhra

Pradesh.

2007 ICICI Bank‘s USD 2 billion 3-tranche international bond offering was

the largest bond offering by an Indian bank.

Sangli Bank amalgamated with ICICI Bank.

ICICI Bank raised Rs 20,000 crore (approx $5 billion) from both

domestic and international markets through a follow-on public offer.

ICICI Bank’s GBP 350 million international bond offering marked the

inaugural deal in the sterling market from an Indian issuer and also the

largest deal in the sterling market from Asia.

Launched India’s first ever jewellery card in association with jewelry

major Gitanjali Group.

ICICI Bank became the first bank in India to launch a premium credit

card -- The Visa Signature Credit Card.

Foundation stone laid for a regional hub in Gandhinagar, Gujarat.


Introduced SME Toolkit, an online resource centre, to help small and

medium enterprises start, finance and grow their business.

ICICI Bank signed a multi-tranche dual currency US$ 1.5 billion

syndication loan agreement in Singapore.

ICICI Bank became the first private bank in India to offer both floating

and fixed rate on car loans, commercial vehicles loans, construction

equipment loans and professional equipment loans.

In a first of its kind, nation wide initiative to attract bright graduate

students to pursue a career in banking, ICICI Bank launched the

"Probationary Officer Programme".

Launched Bank@home services for all savings and current a/c

customers residing in India.

ICICI Bank Eurasia LLC inaugurated its first branch at St Petersburg,

Russia.

2008 ICICI Bank enters US, launches its first branch in New York. ICICI Bank enters Germany, opens its first branch in Frankfurt. ICICI Bank launched iMobile, a breakthrough innovation in banking

where practically all internet banking transactions can now be simply done on mobile phones.

ICICI Bank concluded India's largest ever securitization transaction of a pool of retail loan assets aggregating to Rs. 48.96 billion (equivalent of USD 1.21 billion) in a multi-tranche issue backed by four different asset categories. It is also the largest deal in Asia (ex-Japan) in 2008 till date and the second largest deal in Asia (ex-Japan & Australia) since the beginning of 2007.

ICICI Bank launches ICICIACTIVE - Banking Interactive Service - along with DISHTV, which will allow viewers to see information about the Bank's products and services and contact details on their DISHTV screens.

ICICI Bank and British Airways launch co-branded credit card, which is designed to earn accelerated reward points to the card holders with every British Airways flight or by spending on everyday purchases.


ICICI Bank Board appoints Mr K. V. Kamath as non-executive Chairman and MsChandaKochhar as Managing Director & CEO effective May 1, 2009, while the existing non-executive Chairman Mr N Vaghul retires after completing his term on April 30, 2009.

2009 ICICI bank ties up with BSNL Cell One for bill payments; it will

facilitate bill payment for BSNL Cell One users through www.icicibank.com across all the 27 circles of BSNL.

ICICI Bank Limited acting through its Hong Kong Branch (ICICI Bank) signed an agreement on Export Credit Line totaling up to US$100 million with the Japan Bank for International Cooperation (JBIC) which constitutes the international wing of Japan Finance Corporation.

ICICI Bank Limited acting through its Hong Kong Branch (ICICI Bank) signed a loan agreement with the Export-Import Bank of China (China Exim) for USD 98 million under the Two- step Buyer Credit (Export Credit) arrangement. ICICI Bank is the first Indian Bank to have entered into this arrangement with China Exim.

ICICI Bank announced an association with mChek, India's leading mobile payment solutions provider, to facilitate mChek services to all ICICI Bank Debit and Credit Card customers. These are electronic cards issued to the customers with mChek application on their mobile phone.

MsChandaKochhar takes charge as the Managing Director & CEO of ICICI Bank from May 1, 2009.

Present status of organization :

Technology

Our technology driven banking system ensure a wide reach, instant Online transaction and faster dealings.

Product range

Our products spectrum includes easy loans, phone banking , doorstep banking , etc . we also have products targeted at specific groups . the zero balance


roaming current accounts caters specifically to entrepreneurs. It offer remittance export, import and advisory service .besides , being a “zero balance” account it enables our customer to utilize their financial resources more effectively.

Size & network

We have a wide customer base. Our ‘click and brick” distribution network includes, ATM , internet banking and mobile banking.

Customer relationship.

We believe in establishing a personal relation with our customers so that we can understand their needs better and provide effective customized service. We have received several prestigious national and international awards in recognition of our innovation in banking customer service technology focus and human resource practices

These include:

Triple AAA Best cash management country award in india -2005 the asset

Best bank in India -2004 Euro money

Travel & tourism India’s most customer friendly bank -2004 outlook money

Best bank 2004 business India

Best domestic commercial bank -Asian money

Best emerging bank in India – global finance

Best multi – channel strategy 2003 the banker magazine uk

Bank of the year 2003 in India the banker magazine UK

Excellent in retail finance services 2003 Asian banker journal

Global reach

Icici bank’s global network spans 19 countries.


Board of Director's

Ms. Chanda D. Kochhar

Managing Director and Chief ExecutiveOfficer of ICICI Bank Limited


Mr. SandeepBakhshi

Deputy Managing Director

Mr. SonjoyChatterjee, Mr. N. S. Kannan, Mr. K. Ramkumar , Executive Director Executive Director &CFO Executive Director

ICICI Board Member’s

Mr. K. V. Kamath, ChairmanMr. SridarIyengar Mr. Homi R. Khusrokhan Mr. Lakshmi N. Mittal Mr. NarendraMurkumbi Dr. Anup K. Pujari Mr. AnupamPuri Mr. M.S. Ramachandran Mr. M.K. Sharma Mr. V. Sridar Prof. Marti G. Subrahmanyam


http://www.icicibank.com/aboutus/board-of-members-subrahmanyam.html

http://www.icicibank.com/aboutus/board-of-directors-v-sridar.html

http://www.icicibank.com/aboutus/board-of-members-sharma.html

http://www.icicibank.com/aboutus/board-of-members-ramachandran.html

http://www.icicibank.com/aboutus/board-of-members-puri.html

http://www.icicibank.com/aboutus/board-of-members-pujari.html

http://www.icicibank.com/aboutus/board-of-members-murkumbi.html

http://www.icicibank.com/aboutus/board-of-members-mittal.html

http://www.icicibank.com/aboutus/board-of-directors-hrk.html

http://www.icicibank.com/aboutus/board-of-members-iyengar.html

http://www.icicibank.com/aboutus/board-of-members-kvk.html

Mr. V. PremWatsa Ms. Chanda D. Kochhar, Managing Director & CEOMr. SandeepBakhshi, Deputy Managing DirectorMr. N. S. Kannan, Executive Director & CFOMr. K. Ramkumar, Executive DirectorMr. SonjoyChatterjee, Executive Director

ORGANISATION STRUCTURE

Our organization structure is designed to be flexible and customer-focused. At the same time, we seek to ensure effective control and supervision and consistency in standards across the organization. The organization is structured into the following principal groups:

Retail Banking Group, comprising the retail liabilities, retail assets and small enterprises businesses.

Rural, Micro-banking and Agri-business Group, comprising the rural and agricultural lending and other banking businesses.

Wholesale Banking Group, comprising the corporate & investment banking, commercial banking, projectfinance and government banking businesses.

International Banking Group, comprising the Bank’s international operations, including operations in variousoverseas markets as well as products and services for NRIs, international trade finance, correspondent banking and wholesale resource mobilization.

Global Markets Group, comprising our global client-centric treasury operations.


http://www.icicibank.com/aboutus/board-of-directors-chatterjee.html

http://www.icicibank.com/aboutus/board-of-directors-ramkumar.html

http://www.icicibank.com/aboutus/board-of-directors-ramkumar.html

http://www.icicibank.com/aboutus/board-of-directors-kannan.html

http://www.icicibank.com/aboutus/board-of-directors-kannan.html

http://www.icicibank.com/aboutus/board-of-directors-bakhshi.html

http://www.icicibank.com/aboutus/board-of-directors-bakhshi.html

http://www.icicibank.com/aboutus/board-of-directors-kochhar.html

http://www.icicibank.com/aboutus/board-of-directors-kochhar.html

http://www.icicibank.com/aboutus/board-of-members-watsa.html

Corporate Centre, comprising financial reporting; planning and strategy; asset liability management; investorrelations; secretarial; corporate communications; risk management; compliance; internal audit; legal; financialcrime prevention and reputation risk management; and the Bank’s proprietary trading operations acrossvarious markets.

Human Resources Management Group, which is responsible for the Bank’s recruitment, training, leadershipdevelopment and other personnel management functions and initiatives.

Global Operations & Middle Office Groups, which are responsible for back-office operations, controls andmonitoring for our domestic and overseas operations.

Organizational Excellence Group, which is responsible for enterprise-wide quality and process improvementinitiatives.

Technology Management Group, which is responsible for enterprise-wide technology initiatives, with dedicatedteams serving individual business groups and managing information security and shared infrastructure.

Global Infrastructure & Administration Group, which is responsible for management of corporate facilitiesand administrative support functions

Financial statement:

Balance Sheet of ICICI Bank Rs in crore

Mar '05 Mar '06 Mar '07 Mar '08 Mar '09

Capital and Liabilities:

Total Share Capital 1,086.75 1,239.83 1,249.34 1,462.68 1,463.29

Equity Share Capital

736.75 889.83 899.34 1,112.68 1,113.29

Share Application Money

0.02 0.00 0.00 0.00 0.00

Preference Share Capital

350.00 350.00 350.00 350.00 350.00


Reserves 11,813.20 21,316.16 23,413.92 45,357.53 48,419.73

Net Worth 12,899.97 22,555.99 24,663.26 46,820.21 49,883.02

Deposits 99,818.78 165,083.17 230,510.19 244,431.05 218,347.82

Borrowings 33,544.50 38,521.91 51,256.03 65,648.43 67,323.69

Total Debt 133,363.28 203,605.08 281,766.22 310,079.48 285,671.51

Other Liabilities& Provisions

21,396.17 25,227.88 38,228.64 42,895.39 43,746.43

Total Liabilities 167,659.42 251,388.95 344,658.12 399,795.08 379,300.96

Mar '05 Mar '06 Mar '07 Mar '08 Mar '09

12 mths 12 mths 12 mths 12 mths 12 mths

Assets

Cash & Balances with RBI

6,344.90 8,934.37 18,706.88 29,377.53 17,536.33

Balance with Banks, Money at Call

6,585.07 8,105.85 18,414.45 8,663.60 12,430.23

Advances 91,405.15 146,163.11 195,865.60 225,616.08 218,310.85

Investments 50,487.35 71,547.39 91,257.84 111,454.34 103,058.31

Gross Block 5,525.65 5,968.57 6,298.56 7,036.00 7,443.71

Accumulated Depreciation

1,487.61 1,987.85 2,375.14 2,927.11 3,642.09

Net Block 4,038.04 3,980.72 3,923.42 4,108.89 3,801.62

Capital Work In Progress

96.30 147.94 189.66 0.00 0.00

Other Assets 8,702.59 12,509.57 16,300.26 20,574.63 24,163.62

Total Assets 167,659.40 251,388.95 344,658.11 399,795.07 379,300.96

Contingent Liabilities

97,507.79 119,895.78 177,054.18 371,737.36 803,991.92

Bills for collection 9,803.67 15,025.21 22,717.23 29,377.55 36,678.71


Market Price Information

The reported high and low closing prices and volume of equity shares of ICICI Bank traded during fiscal 2009 on

BSE and NSE are set out in the following table:

Stock price comparison between ICICI BANK, HDFC BANK , NIFTY , IDBIBANK


Icici bank branch profile:

Management of Branch office in Davangere :

The davangere branch of icici Bank was started December 20th of 2007 with the aim of providing efficient and effective services to meet the customer needs, anticipations and requirements.

Now the branch office is managed and headed by Mr. Indarveersingh. The employees are designed and posted to respective departments according to their seniority and qualifications.

The bank consist of following departments :

Loan account department

Saving bank department

Office management department

Clearing account department

Description about Different departments :

Loan account Department :


This department deals with providing various types and loans for the customer namely business related loans, lease house loans, housing loans and education loans.

Saving Bank Department :This department deals with the collecting saving amount from the cuatomer. The bank will provide 9.5% interest for the Saving Bank Account.

Office Management Department This deals with the overall management of the bank. Mainly it is maintained by the manager.

Clearing account department :This department deals with the clearing of cheques which has been given by the customer. For doing this activity it charges some amount of commission charges based on the cheque amount

Organization structure of the branch:


Location of the branch:Icici bank ltd No.150/4Aradhya enclaveKbextension Pb road Davangere 577001

Objective of ICICI Bank

“Our objective of creating a universal bank providing end-to-end financial services, clearly required solutions which were based on new-generation


Dileep mahapathra Cluster branch manager

Inderveer singhBranch manager

Rajesh nair. sb a/c dep Branch sales manager

Vinay joshi current a/c dep Branch sales manager

Officers , staffs & clerks

technology, offered end-to-end functionality and were highly flexible and scalable. Finacle offered all this and much more.

SWOT ANALYSIS:

SWOT analysis is done for a company, to find out its overall Strengths, Weaknesses, Threats and opportunities leading to gauging the competitive potential of the company.

The SWOT Analysis enables a company to recognize its market standing and adopt strategies accordingly. Here SWOT analysis of ICICI bank is made to understand the positioning of the bank better

STRENGTHS

1.BRAND NAME: ICICI Bank has earned a reputation in the market for extending quality services to the market its competitors. It has earned a strong Brand name in banking in a very short span of time.

2. MARKET SHARE: ICICI Bank has the largest market share of 34% in the IT & ITES industry in Hyderabad according to our survey (within the limitation of the sample size.)

3. HUGE NETWORK: ICICI Bank has the highest number of linked branches in the country. The bank operates through a network of 450 BRANCHES AND over 1800 ATMs across India, thus enabling them to serve customer in better way.

4. DIVERSIFIED PORTFOLIO: ICICI Bank has all the products under its belt, which Help it to extend the relationship with existing customer. ICICI Bank has umbrella of Products to offer their customers, if once customer has relationship with the bank.

Some Products, which ICICI Bank is offering are:

Retail BankingBusiness BankingMerchant Establishment Services (EDC Machine)Personal loans & Car loansDemat Services with E-BrokingMutual Fund (ICICI Bank is the Distributor of all Mutual Fund)InsuranceHousing Loans


5.SALARY ACCOUNT: One very interesting thing that we have observed in our survey is that ICICI is having an edge over other banks in case of Salary Account. Most of the companies are having their Salary Account with ICICI even if their Current Account is with any other Bank. This is mainly because of the huge network of ATMs and branches of ICICI.

6. WORKING HOURS: ICICI is the only bank which is having its working hours from 8 to 8 which is one of the major strength of ICICI Bank with respect to IT & ITES Industry. As most of the IT & ITES companies are global players and their Parent company is in US, so they have to work according to their office time. Thus some have their Office time in the morning and some have it in the evening so if the working hour of the bank is 8 to 8 it is very convenient for them.

7. TREASURY DEPARTMENT: ICICI is the only bank which is having its treasury department especially for Hyderabad Customers. So customers can get the best rates for foreign exchange.

8. AGGRESSIVE MARKETING: ICICI Bank is known for its aggressive marketing of its products. Recent Endorsement of its product by AMITABH BAHCHAN proves the same. This gives ICICI an edge over other banks.

9.TECHNOLOGY: From its inception, ICICI Bank has adopted a policy of selecting Internationally proven and specialized Packaged Systems for its technology. ICICI Bank technology platform has been acknowledged globally as one of the best in Terms of robustness, flexibility and cost efficiency. ICICI Bank is in a position to leverage this platform to further build cost and service advantage.

WEAKNESS

1. TRANSACTION COST: ICICI Bank charges high cost for its transactions. Through our data analysis we have find out that most of the small companies prefer nationalized banks only because of this cost factor. Also the group has found out that there are companies which are going for multi bank system i.e. they are using only those facilities of ICICI Bank which are provided at cheaper rates (read Salary Account) and for other services they are going to nationalize banks and MNCs (read Forex). So there exists a huge potential for ICICI Bank if they are ready to make their transaction cost flexible.


2.FOCUS ONLY ON HIGH END CUSTOMERS: The bank targets only the top bracket of clients and does not cater to the needs of small customers. Due to this reason the bank may sometimes loose good clients.

3. DEFENSIVE APPROACH IN LENDING: ICICI Bank has a defensive approach in lending. Mainly to IT & ITES companies Bank do not provide loan as these companies are not having collaterals so bank hesitate in giving loans to them. Because of this policy companies prefer nationalized banks and ICICI Bank in turn sometimes loose potential customers.

4. LITTLE PRESENCE OUTSIDE INDIA: ICICI Bank is having little presence Outside India, because of which companies are preferring MNC Bank, mainly Citibank. So if ICICI Bank tries to emerge outside India then it has a huge potential of customers.

5. POOR CUSTOMER CARE/SERVICE: With its aggressive marketing ICICI Bank is rapidly increasing its customer base. They are not however, increasing the number of employees accordingly. This is leading to deterioration of the standard of customer service.

OPPORTUNITIES

1. NEW IT & ITES COMPANIES: IT & ITES sector is on a boom in the Indian market context, with new companies mushrooming in the market; it opens the door for ICICI bank to capture the huge untapped market.

2. Dissatisfied Customers of Other Banks: The group from its survey and analysis of IT companies have found out that there are many companies which


are not satisfied with its current bank, so ICICI with its superior service quality and long working hours can capture those customers.

3. Remittances: From the analysis group has also found out that ICICI bank has very little presence as far as the EEFC account is concerned. Companies prefer to bank with MNCs (which have greater presence in the foreign countries) and nationalized banks (which according to the companies provide lower transaction rates) to get their inward remittances in spite of ICICI being providing one of the most competitive rates. So the bank can promote its EEFC account better and get the key to the door of huge potential market.

4. Business advising for smaller Players: The analysis has also indicated that the concept of business advising though very popular with the higher end players is virtually nonexistent in the lower end of the market. ICICI should take this opportunity to provide Business advising to the smaller companies at competitive rates and try to take the first mover advantage.

THREATS

1) Advent of MNC banks: Large numbers of MNC banks are mushrooming in the Indian market due to the friendly policies adopted by the government. This can increase the level of competition and prove a potential threat for the market share of ICICI bank.

2) Dissatisfied Customers: The analysis indicated that though most of the companies are satisfied with the products offered by ICICI bank but the poor customer support/ service is creating a lot of dissatisfaction among the

customers, this can prove to be a serious problem as far as the market reputation of the bank is concerned and cane be a major threat in future business acquisition.

3) Ever improving nationalized banks: With PSU banks like SBI going all out to compete with the private banks and government giving them a free hand to do so, it can prove to be serious threat for banks like ICICI.


Chapter -4

PRODUCT PROFILE

Accounts & deposits

Loans

Credit cards & debit cards


Investments

Mutual funds

Insurance

Wealth management service

Products & services

Accounts & Deposits

ICICI Bank has designed a gamut of accounts and deposits to cater to your unique banking needs. Add this extensive branch & ATM network and facilities like mobile, phone, internet and doorstep banking, and experience banking at its best.

Savings Account


An ICICI Bank Savings Account offers you a valuable banking experience.

Money Multiplier Facility Debit-cum-ATM Card Internet Banking Customer Care Mobile Banking Standing Instructions Nomination facility DD Call and Collect

Money Multiplier Facility - Get higher returns and liquidity on

surplus funds in your account, with the money multiplier facility. .

Debit-cum-ATM Card - Now access your money from anywhere , with cash withdrawal across ATMs and direct purchase facility at Visa/Master POS ( Point of Sale ) machine in most stores.

Internet Banking - Do all the banking transactions conveniently.

Customer Care - Get easy assistance 24- hours, on any query related to account or to give any instructions, with their Customer Care facility.

Mobile Banking - Now transfer funds or know customer account balance, by simply using your mobile phone's SMS, WAP or I-Mobile services.

Standing Instructions - Automate customer regular transaction and save time,

Nomination Facility - Pass on benefits of Customer account proceeds

to loved ones with icici nomination facility.

DD Call and Collect - No more waiting time to collect a Demand Draft or Pay Order.

Recurring Deposits:


ICICI Bank Recurring Deposits are an ideal way to invest small

amounts of money every month and end up with a large kitty on

maturity.

High recurring billing and recurring payments can be a drain on

finances and hence large investments may seem a plan away.

processing recurring payment through our recurring billing software that

keeps track of customer investments with icici. This can be easily

availed of through a recurring account online that comes with letting

us serve customers through Internet banking. Customer may even

transfer funds through Internet banking into theirrecurring account. A

recurring account transfer gets done in seconds through Internet

banking.

Features

With icicirecurring deposits any one can avail a host of facilities with ICICI Bank. Customer may check on recurring account receivable, recurring account payable, recurring account fees and all recurring debit account transactions.

A recurring deposit account with ICICI Bank allows a loan against the

deposit. icici new recurring deposit account also has a special feature -

Non-applicability of Tax Deduction at Source (TDS).

The minimum balance of deposit is Rs.500 per month and thereafter in

multiples of Rs.100. The tenure ranges from 6 months to a maximum

period, recurring deposit of 3 months thereafter.

The recurring deposit comes with a nomination facility

Salary Account

ICICI Bank Salary Account is a benefit-rich payroll account for Employers and Employees.


As an organization, can opt for icici Salary Accounts to enable easy disbursements of salaries and enjoy numerous other benefits too.

With ICICI Bank Salary Accounts employees will enjoy the convenience of :

Having the largest network of ATMs at their command.Free 24 hour Phone Banking.Free Internet Banking..

ICICI Bank Salary Accounts benefits in more than one ways:-

Reduces your paperwork.Saves remittance costs. Employees receive instant credit of salaries.More convenient than ECS.

Besides all of the above, employees will automatically become ICICI Bank account holders with special benefits and privileges of 8-8 banking, Investment advisory and much more.

ICICI Bank also has a special offering: Defense Banking Services designed exclusively for the armed forces.

Life Plus Senior Citizen Services

ICICI Bank’s ‘Life Plus’ Senior Citizen Services have been designed to empower senior citizens to independently carry out the day-to-day banking transactions with dignity and confidence. These senior citizen benefits are exclusively for customers above 60 years of age.

The ICICI Bank Edge


Designated Senior Citizen’s desk for Life Plus customers at all ICICI Bank branches

Higher Interest Rates on Term Deposits Overdraft against your deposit Free collection of outstation cheques drawn on any ICICI Bank location Special Senior Citizen 'Life Plus' Debit card Money Multiplier Facility Anywhere Banking Internet Banking Customer Care Nomination Facility

Fixed Deposit

Wide range of tenures. Choice of investment plans. Partial withdrawal permitted. Safe custody of fixed deposit receipts. Auto renewal possible. Loan facility available.

Features:

Anyone can deposit any amount of money in our Fixed Deposit for as long as wish between 15 days to 10 years. All fixed deposits come with a set choice of investment plans. Fixed Rate Deposit accounts also provide Fixed Loans. Re-investment Fixed Deposit rates do not change but work like a Recurring Debit Account transaction. In other words, Re-investment Plans are compounded over traditional deposits and hence are more lucrative over different time periods.

Benefits:

Fixed Deposits at ICICI Bank comes with nomination facility. icicialso offer online access to Fixed Deposits through icici Internet Banking channel. Internet Banking at ICICI Bank allows connecting customer Credit Card, Loan and their Fixed Deposit with their savings account.


In re-investment deposits, the interest is compounded quarterly and reinvested with the principal.Traditional term deposits provide tax shelter and shield you from factors affecting fixed deposits in India over longer periods of fixed time

Advantage Woman Savings Account

The ICICI Bank Advantage Woman Account enables today’s independent women to enjoy hassle-free banking services. Besides the core ICICI Bank advantage, the Advantage Woman Savings Account is packed with special benefits for our women customers. Enjoy your present and plan for the future with ICICI Bank’s Advantage Woman Savings Account.

Advantage Woman offers a specially designed woman's debit card which helps you shop and save simultaneously, manages your household expenditures and comes with a bag full of offers attached to it.

Eligibility:

Advantage Woman Savings Account can be opened with primary applicant as any resident Indian woman (majors above 18 years).

The ICICI Bank Edge

Zero Balance facility with a RD of just Rs. 2,000**.

A Special International Woman's Debit card along with the account with

a withdrawal / spending limit of Rs. 25,000 per day.

Gamut of discounts and benefits on your Special Woman's Debit card.

Free multi-city cheque book.

Free quarterly physical account statement and free monthly email

statement (on customer request).

Online Bill Pay facility by issuing a one-time standing instruction.

Multi channel access through ATM, Branch network and free Internet,

mobile and phone banking.

Nomination facility available.


Freedom Savings Account :

ICICI Bank Freedom Savings Account puts powerful Instabanking services at your fingertips, to help meet the needs of your busy lifestyle. (Our branches have extended banking hours) .Our nationwide network of over (4750) ATMs and (1400) branches ensure you are on top of your banking wherever you go. Add to this, our 24 x 7 Internet Banking and Mobile Banking, and people are set for a whole new way of banking.

The ICICI Bank Edge

Debit-cum-ATM Card - Withdraw cash from any ATM or pay for your

shopping or purchases with your ICICI Bank Debit-cum-ATM Card at

millions of establishments across India.

Money Multiplier Facility - Get the liquidity of a Savings Account coupled

with high earnings of a Fixed Deposit. Any idle money in your savings

account is transferred to the linked fixed deposit. Thus you earn higher

interest and at the same time enjoy liquidity.

Internet Banking - Access your account from home or office, transfer

funds, pay bills, pay for your online ticket booking and more.

Customer Care - Our 24-hour Customer Care is always available to answer

any query or take your instructions.

Mobile Banking - Put the bank in your pocket with iMobile, our

revolutionary new mobile application. You can also do routine banking

transactions via SMS requests,

Standing Instructions - Set up a Standing Instruction to manage regular

payments like transfers to your Fixed or Recurring Deposit account.

Nomination Facility - Nominate a person as beneficiary to your account

proceeds.

DD Call and Collect - Call Customer Care, provide details of the DD to be

prepared and collect it ready and signed at the branch.


Anywhere Banking - Withdraw or deposit cash across all ICICI Bank

branches.

You need to maintain an average quarterly balance of Rs.10,000; Non

maintenance of the minimum average quarterly balance attracts a fee of Rs.

750 per quarter plus transaction charges. Interest payments are made half-

yearly into your account.

Advantage Deposit :

Advantage Deposit is a combination of fixed deposit and mutual fund investment, offering you the safety of a fixed deposit and the returns of an equity fund. Advantage Deposit counters equity-market fluctuations through Systematic Investment Plans.

Combination of a Fixed Deposit (with monthly interest payout) and

Systematic Investment Plan (SIP) of a Mutual Fund.

Re-investment of monthly interest payout of Fixed Deposit into

systematic investment plan of Mutual Fund.

Automatic debits to account through Standing Instruction / ECS debit

mandate.

Family Banking

Family Banking provides you with the following benefits:

Access to superior benefits for the entire family

Family Banking makes the superior product benefits of Privilege

Banking, Wealth Management and Global Private Client (GPC)


available to all the members of your family while the required minimum

balance can be maintained in any one of the accounts.

Lower minimum balance requirement at individual customer level

The minimum Quarterly Average Balance (QAB) required to be

maintained at the Family ID level is much lower than the QAB required

to be maintained at the individual CUST ID level by each of the family

members to avail of the same product benefits.

Flexibility to maintain balances across account

Customer now have the flexibility of maintaining the required minimum

balance in any one (or more) of the accounts that members of your

family hold with ICICI Bank.

Single Family Bank

All your banking needs can now be catered to by a single 'Family' bank.

Young Stars

At Young Stars, icici will guide your child through the world of banking -

from checking the child’s savings account balance to guiding through fun

zones and special pages on the Internet Banking channel. It makes banking a


pleasure andteaches your child to manage his or her personal finances through

a savings account.

You can transfer pocket money into your child's account. You can even shop

with him / her at Young Stars Shopping Page. You can also open a recurring

deposit in your child's name.

Once you are done with your 'banking', you can access your child's account

with all the fun links to special zones designed to suit your child's area of

interests and also impart knowledge on the current events of the world.

Key Features

Open a Kid's Savings Account, Fixed Deposit or a Recurring

Deposit.

The minimum average balance for a Savings Account Is Rs.2,500.

Free personalized Cheque Book

Internet Banking.

Free International Debit Card*.

Daily withdrawal and spends of up to Rs.2,500.

Transfer Funds Facility.

Eligibility:

ICICI Bank Young Stars Account is a banking service for children

in the age group of 1 day-18 years. It is essential for the parent/guardian

to also hold an account with ICICI Bank. In event of the parent/guardian

not holding an ICICI Bank Savings Account, both the accounts (parent's


Saving Account and Young Star Account) can be simultaneously

opened.

Resident Foreign Currency (Domestic) Account

You can buy traveller’s cheques, foreign currency in cash and foreign currency demand draft for your expenses overseas. If you are a frequent traveller, you may not want to go through the hassles of buying foreign currency every time you travel abroad.

The Reserve Bank of India has now made it easier for you to access foreign currency by permitting a foreign currency account (domestic) for resident Indians. In line with RBI guidelines, ICICI Bank has come up with a scheme that helps you get rid of all your forex worries. You can park your foreign currency in ICICI Bank under RFC (D) account. Non-interest bearing Resident Foreign Currency (D) (RFC (D)) with ICICI Bank can be maintained in four major currencies (USD, EURO, GBP and Japanese Yen)

Benefits of ICICI Bank RFC (D) Account

Saving in commission charges, as you can withdraw foreign currency

when you want without any conversion charges.

Facilitates your payments for foreign travel expenses.

No ceiling on deposits.

Convenient and value-added banking.

Protection to your money from valuation risks due to exchange rate

fluctuations.

No ceiling on the maximum amount of deposit in the account

Loans

ICICI Bank offers wide variety of Loans Products to suit customer 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.

One of the primary functions of a bank is to grant loans. Whatever money the bank receives by way of deposits it lends a major part of it to its customer by way of loan. Interest received on such loans is the major source of its income. The bank makes a major contribution to the economic development of the country by granting loans to the industrial and agriculture sector.

Home Loans Personal Loans Car Loans Loans against Securities Two Wheeler Loans Commercial Vehicle Loans Construction Equipment Loans Pre-approved Loans Flexicash

Home Loans:

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!

Some of the other key benefits of availing of a Home Loan from us are:

Attractive Interest Rates Wide range of Home Loan options to choose from Loans starting from Rs. 2 lac** Term of loan up to 20 years Wide range of approved projects to choose from

Changes in Floating Reference Rate (FRR)

Interest rate on ICICI Bank Home Loans is linked to the ICICI Bank Floating

Reference Rate (FRR/PLR). ICICI Bank FRR has been reduced by 50 basis

points (i.e. 0.50%) with effect from June 4, 2009. Thus, the FRR has been


reduced from 13.25% to 12.75%. ICICI Bank PLR has also been reduced by 50

basis points (i.e. 0.50%) with effect from June 04, 2009. Thus, the PLR has

changed from 15.25% to 14.75%.

Accordingly, the Home Loan floating rate of interest has been reduced by 0.5%

(50 basis points

Personal Loans

Key Benefits of ICICI Bank Personal Loan

Loan up to Rs. 10 lakhs No security/guarantor required Faster processing. Minimum documentation Attractive rates of interest Flexible repayment option of 12-48 months

ICICI Bank may, at its sole discretion, utilise the services of external service

provider/s or agent/s and on such terms as required or necessary, in relation to

its products.

CAR LOAN

The most preferred financier for car loans in the country. Network of more than 1000 channel partners in over 200 locations.Tie-ups with all leading automobile manufacturers to ensure the best deals.

The Most Preferred Financier for Car Loans in India

Turn your dream into reality. Own that new car you have always desired, with

a little help from us. We offer loans up to 90% of the ex-showroom price of the

car. Our interest rates would pleasantly surprise you. What's more, you can take

up to 5 years to repay the loan

Loans against Securities

Loans against Securities offers instant liquidity.


You don’t have to sell your securities. All you have to do is pledge your

securities in favour of ICICI Bank. they will then grant you an overdraft facility

up to a value determined on the basis of the securities pledged by you. A

current account will be opened and you can withdraw money as and when you

require. Interest will be charged only on the amount withdrawn and for the time

span utilised.

This facility is available against the following securities

Demat Shares.

Mutual Funds Units.

Fixed Maturity Plans (FMP).

Exchange Traded Funds (ETF).

Insurance Policies.

Bonds.

NSC/KVP.

Commercial Vehicle Loans

icicihas extended products like funding of new vehicles, finance on used

vehicles, top up on existing loans, working capital loans & other banking

products.

They have a range of services on existing loans,as are listed below.

Commercial Vehicle Loans : Reaches you through more than 120 locations across the country

Range of products under one umbrella.

Funding for trucks, buses, tippers, light commercial vehicles and small

commercial vehicles.

Products including funding for new vehicles, finance on used vehicles

and top up on existing loans.

Preferred financier status with all leading manufacturers.


Simple documentation processes.

Quick turn around time.

Flexible financing solutions to meet individual requirements.

Construction Equipment Loans

icici provide extended products like funding of new equipments, finance on

used equipments, top up on existing loans etc.

icici has a range of services on existing loans as well; listed below.

Reaches you through more than 120 locations across the country

Range of products under one umbrella.

Funding for excavators, backhoe loaders, cranes, higher end

construction equipments etc.

Products include funding for new and used equipments. Top up on

existing loans also available.

Catering to wide variety of equipments required by mine owners, road

contractors and builders.

Simple documentation processes.

Quick turnaround time.

Flexible financing solutions to meet individual requirements.

Pre-approved Loans

Easy Loans / Credit Cards available now from ICICI Bank

Applying for a Credit Card or getting your loan sanctioned online just couldn't

get any easier! Simple application process, quick processing, and you can now

do it all from the comfort of your office or home.


Experience ICICI Bank's hassle free 24X7 Online Credit Card and Loan

Application facilities. Whether its that car you always wanted, a new home, or

anything else you need,

Exclusive Feature:

Simple online application procedure. Fast Processing. Apply from the comfort of your office or home 24 X 7. Almost zero paperwork.

CARDS:

Credit cards Debit cards Prepaid cards Commercial cards

Credit cards

Credit Cards give you a smart way to shop, and offer you flexibility and convenience in managing your finances. ICICI Bank credit cards provide a host of exciting offers and benefits such as low interest rates, rewards programs, and a high credit and cash limit. We offer different types of credit card to suit the different needs and requirements for added features


Debit cards

HPCL Debit Card

ICICI Bank and HPCL bring you the HPCL Debit Card - a debit card designed with your convenience in mind. Simply hand it over at any HPCL pump and save on your fuel purchases. In fact you can use the card for all your shopping, dining and travelling needs; so, you spend with total control.

ICICI Bank HPCL Debit Card Benefits

High withdrawal limit & transaction limitYou enjoy a per-day transaction limit of Rs.25,000 each for ATM withdrawals as well as for POS transactions


Online transactions.

You can use your ICICI Bank HPCL Debit Card on the internet for buying travel or movie tickets, paying your bills and much more. All you need to do is register yourself for “Verified by VISA". Online transaction limit per day for ICICI Bank HPCL Card is Rs. 25,000.

Woman's Debit Card

ICICI Bank Woman's Debit Card Benefits:

High withdrawal limit & transaction limit Enjoy a high cash withdrawal limit of Rs.25,000 per day and transaction limit of Rs.25,000 per day.

Insurance#Air Accident insurance of Rs. 50000, personal accident insurance of Rs. 50000 and purchase protection of Rs. 25000,

Silver Debit Card

ICICI Bank Smart Shopper Silver Debit Card Benefits

Withdrawal limit & transaction limitEnjoy a high cash withdrawal limit of Rs. 25,000 per day and transaction limit of Rs. 25,000 per day.

Online transactionsYou can use your ICICI Bank Smart Shopper Silver Debit Card on the internet for buying travel or movie tickets, paying your bills and much more. All you need to do is register yourself for " Verified by VISA". Online transaction limit per day for ICICI Bank Smart Shopper Silver Card is Rs. 25,000


A Debit Card specially designed for the woman of today! Packed with conveniences every woman will cherish. Avail attractive discounts for shopping, dining and more while you continue to enjoy all the benefits that are yours with the ownership of an ICICI Bank Debit card.

Prepaid cards

PayDirect Card

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The PayDirect Card is a magnetic-strip-based reloadable Prepaid Card that

addresses the concerns of an enterprise for payment of salaries,

reimbursements, commissions and incentives to its employees/associates. With

this card, the cardholder can withdraw funds from ATMs and make purchases

at merchant outlets having Point of Sale (POS) machines. The card features can

be customized as per the requirements.

The PayDirect Card is the ideal alternative to traditional payroll cheques, which

also helps your business increase efficiency and builds employee loyalty.

Meal Card


http://icicibank.com/Personal-Banking/cards/prepaid/meal-card/index.html

ICICI Bank is delighted to introduce the ICICI Bank Meal Card - the card that

offers the ease and convenience of providing employees with meal allowance

on a card platform.

The ICICI Bank Meal Card gives access to more than 50,000 merchant

establishments across India. This frees employees from the hassles of carrying

extra cash, the correct change or cumbersome meal vouchers. The card can be

used like any debit card or credit card at any Food & Beverage point-of-sale

terminal where Visa cards are accepted.

The ICICI Bank Meal Card Programme, backed by the international reputation

and extensive network of Visa, is a user-friendly and convenient method of

disbursing meal allowances to employees on a monthly basis. Not only does it

distribute meal allowances seamlessly, but with the user-friendly Internet-based

query-and-reporting tool, it also enables effective monitoring of expenses and

management of costs.

Gift Card

Designed as the perfect solution for every gifting occasion for your company,

the ICICI Bank Gift Card takes the hassle out of finding the right gift by letting

the receiver himself choose exactly what he wants. It gives gifting the personal

touch that every company desires. What's more, the Gift Card is available in

any denomination of your choice, from a minimum of Rs.500 to a maximum of

Rs.50, 000.


Commercial cards

Corporate Platinum & Gold Cards

The ICICI Bank Corporate Card Programme delivers greater control, enhanced efficiencies and higher savings to your company. The program combines the power of a corporate card with on-line reporting capabilities and dedicated account management. Benefits

• Enhanced Spends Visibility • Better tracking and compliance • Company defined Spend Limits • Management Information reporting and programme management.

Purchase Cards

ICICI Bank Purchase Card: A solution to payment needs ICICI Bank's Corporate Purchasing Solution is designed to address the non-strategic, low value purchases that consume 80% of a company's transaction volume. Through a Purchase Card, all such purchases can be combined into a single cheque payment. This payment can be made to the Bank every month.


The Purchase Card works as per the 80-20 principle. This means that it is relevant for transactions that comprise of 20% of a company's purchases in terms of value, but due to their frequent nature, end up as 80% of the company's transaction volume. This also means it consumes 80% of administrative time and cost. A company's indirect expenses, typically figures into the space mentioned below. Typical examples of these indirect expenses are:

Office supplies,

Maintenance, Repair, Operation

Services

Air & hotel bookings

Telecommunication

Courier services

Car rentals

The Purchase Card simplifies and streamlines all such expenses. These recurring payments are simply made through the card during the billing cycle, and by the due date, the company makes one single payment to the bank.

In addition, the company can avail of various MIS reports, through Visa Information Source and MasterCard's Smart Data Online. Various categories of reports would be available to a Purchase Card user; a few of these are as listed below:

Spend analysis

Travel management

Exception reports

Program administration


Features • No issuing fee or annual fees • Interest free credit of up to 50 days for the corporate • Worldwide acceptance • Dedicated team to sign up your vendors • On line reporting tools for proactive spend management and control • Variety of billing and payment options through cheque, internet and

auto-debit • Flexible limits and controls to help manage spending and ensure

compliance to company policy

Benefits:

To the Corporate:

Scalable solution and automated payment processing at no cost.

Employee convenience.

Smoother reconciliation and enhanced Management Information

reporting.

Improved service levels and reduced administrative overheads.

Compliance monitoring and exception reporting.

Ease of control through pre-set limits per card.


“Customer attitude towards Financial service provided by Icici bank”

Investments :

ICICI Bank Bonds

All ICICI Bank Bonds have been rated "AAA" by CARE and "LAAA" by ICRA indicating the highest degree of safety for your money.

All Investment in ICICI Bank Tax Saving Bonds issued upto March 2005 are eligible for tax rebate under Sec 88 to the full extent possible.

Bonds are listed on BSE, NSE.

GOI Bonds

8% Savings Bonds (Taxable), 2003 Low risk. Reasonable investment tenure. Nomination facility available. Cannot be traded in secondary market. Interest income taxable

Mutual Funds

Mutual Funds Investments Through ICICI Bank

ICICI Bank Mutual Funds services aim at helping you design the ideal

portfolio for your investment requirements. At ICICI Bank, we help you

identify the appropriate mix of Mutual Fund schemes on the basis of asset

allocation strategies. Invest in various schemes of multiple mutual funds with a

satisfactory performance record and reap the benefits. Additionally, ICICI

Bank Mutual Funds services also equips you with various research reports to

help you make an informed decision.

Types of fund : Debt - Liquid schemes, Income schemes, G-sec schemes, Monthly

Income Schemes, etc. Equity - Diversified Equity Schemes, Sector Schemes, Index

Schemes etc.

Hybrid Funds - Balanced Schemes, Special Schemes - Pension Schemes, Child education Schemes etc.

IPO

ARG college of arts & commerce davangere


Invest in IPOs Online

invest in IPOs online through www.icicidirect.com with same

convenience of investing in equities - hassle-free and with zero paper

work. Also, get in-depth analyses of new IPOs issues (Initial Public

Offerings) which are about to hit the market. IPO calendar, recent IPO

listings, prospectus/offer documents and live prices will help you keep

on top of the IPO markets.

ICICI Bank Pure Gold

Gold has been traditionally the most favoured 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

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, subsequently other denominations will also be introduced.

Senior Citizens Savings Scheme, 2004

Scheme Details:



Senior Citizens Savings Scheme (SCSS) is a Government of India Product.

9% interest offered to depositors. Since the product is offered by Govt of India, this product is one of the

most Safest Investment Option. Premature closure of account is possible after one year from the date of

opening the account.(Charges applicable).

Advantages of Opening an SCSS Account with ICICI Bank: Large number of Branches. Facility of Direct Credit of Interest to ICICI Bank Account. In case the investor does not want to avail Direct Credit facility or ECS

facility, 4 Post Dated Cheques will be sent to Investor every year. Account Statement containing the details of Deposit Balance &

transactions. Phone Banking Facility (for Queries).

Insta banking :

Mobile Banking

Conducting banking operations using the mobile phone has been fast catching up around the world for its convenience. We have launched mobile services in India to convenience our customers.

You can do your banking operations sitting anywhere, anytime. It is discreet, personalised and on your phone. Use it when at a meeting, in a movie hall, while having your Sunday brunch or at any other place you cannot usually expect to get the information you want from your bank. It is an empowering and user-friendly mode of accessing your bank account.

Eligibility

This service is available to the following type of ICICI Bank account holders:

Savings Account holders

Credit Card holders

Demat Account holders

Loan Account holders



Internet banking:

Internet Banking:

ICICI Bank brings convenience and security to your desktop. Now you can check your account balance, transfer funds, download your account statement, pay bills or even book tickets online, from the comfort of your home or in the middle of a busy day at the office. Explore the power of simpler and smarter Banking whether you are a Banking, Credit Card, Loan or Demat customer.

ATM Banking:Bank 24/7 through a widespread network of ICICI Bank ATMs making life easy and convenient for you. User-friendly graphic screens and easy to follow instructions available in a choice of local languages, makes ATM Banking with ICICI Bank a smoother experience

iMobile:ICICI Bank's iMobile is a breakthrough innovation in banking that allows you to transfer funds, make your credit card payments, pay utility bills, check your balance and do lots more, for free. So why wait anymore. Just download the iMobile application on your phone by sending us an SMS and experience iMobile.

IVR Banking:

Find answers to all your banking needs from your phone. ICICI Bank's Instant Voice Response (IVR) Banking is free of charge, fully automated and at the same time user-friendly. Just having an ATM PIN for your account and credit card ensures that your transactions are secure



Domestic Mutual Funds

Mutual Funds pool money of various investors to purchase a wide variety of securities while pursuing a specific goal. Selection of Securities for the purpose is done by specialists from the field. Returns generated are distributed to the Investors. At ICICI Bank NRI services, they help the customers to determine which types of funds customers need to meet their investment goals.

This may include the following types of funds:

1. Debt: Liquid schemes, Income schemes, G-sec schemes, Monthly Income Schemes etc.

2. Equity: Diversified Equity Schemes, Sector Schemes, Index Schemes etc.

3. Hybrid Funds: Balanced Schemes, Special Schemes - Pension Schemes, Child education Schemes etc.

The wealth manager helps people to identify an appropriate mix of Mutual Fund schemes for their portfolio using asset allocation strategies. People can invest in various schemes of multiple mutual funds with decent performance record.

Why to Invest?1) Professional Money Management and Research: Mutual funds are

managed by professional fund managers who regularly monitor market trends and economic trends for taking investment decisions. They also have dedicated research professionals working with them who make an in depth study of the investment option to take an informed decision.

2) Risk Diversification: Diversification reduces risk contained in a portfolio by spreading it. It is about not putting all the eggs in one



basket. As mutual funds have huge corpuses to invest in, one can be part of a large and well-diversified portfolio with very little investment.

3) Convenience: With features like dematerialized account statements, easy subscription and redemption processes, availability of NAVs and performance details through journals, newspapers and updates and lot more; Mutual Funds are sure a convenient way of investing.

4) Liquidity: One of the greatest advantages of Mutual Fund investment is liquidity. Open-ended funds provide option to redeem on demand, which is extremely beneficial especially during rising or falling Markets.

5) Reduction in Costs: Mutual funds have a pool of money that they have to invest. So they are often involved in buying and selling of large amounts of securities that will cost much lower than when customers invest on their own.

6) Tax Advantages: Investment in mutual funds also enjoys several tax advantages. Dividends from Mutual Funds are tax-free in the hands of the investor (This however depends upon changes in Finance Act). Also, capital gain accrued from mutual funds investments for period of over one year is treated as long term capital appreciation and is taxed at a lower rate of 10% without benefit of indexation or 20% with benefit of indexation.

7) Other Advantages: Indian Mutual fund industry also presents several other benefits to the investor like: transparency - as funds have to make full disclosure of investments on a periodic basis, flexibility in terms of needs based choices, very well regulated by SEBI with very strict compliance requirements to investor friendly norms.

Where to Invest? :ICICI Bank has tied up with several Mutual Funds so as to provide customers the convenience of Varied Investment.People have a choice to invest with the top 17 AMCs in India offering around 300 schemes.

Advantages of Mutual Funds:



The advantages of investing in a Mutual Fund are:

Professional Management

Diversification

Convenient Administration

Return Potential

Low Costs

Liquidity

Transparency

Flexibility

Choice of schemes

Tax benefits

Well regulated

INSURANCE

LIFE INSURANCE:

Investment and Saving Plans

Endowment policies are a good way of putting aside the savings today for a future goal - whether it's to buy a house in India or fund the entrepreneurial vision. ICICI’s savings-oriented policies are designed to make the savings grow and have them available to the customers at the end of a fixed number of years or through the term of the plan.

Life Time II



Presenting Life Time & Life Time II – unit –linked plans that meets the changing needs over a lifetime. These solutions have been developed to meet the savings, protection and investment needs at every stage in life.

Protection

-Choose a specified level of protection (available only with LifeTime).

- Two levels of Sum Assured to choose from (available only with LifeTime II).

- Flexibility to increase or decrease the sum assured.

- Add-on riders to protect clients against any eventuality.

Saving:

- Flexibility to increase or decrease your contribution.

- Facility of Premium Holiday, wherein the policy continues even if there is a temporary break in the payment of annual contribution (available only with LifeTime).

- Facility of Automatic Cover Continuance, wherein the policy continues even if there is a temporary break in the payment of annual contribution (available only with LifeTime II).

- Facility to top-up the investment any time customers have surplus funds.

- Additional allocation of units on a periodic basis.

- Loans against the policy.

Investment:

- Choose from among four funds, based on the investment objective and risk appetite.



-- Choice to switch between investments options (4 free switches every policy year).

Invest shield Gold

A unit-linked insurance plan with an assurance of Capital Guarantee, which offers the benefit of a limited premium payment term.An ideal plan for protection with wealth creation that offers the flexibility of a limited premium paying term.

- Flexibility to choose a premium payment term of 5, 7 or 10 years for a maturity term of 10, 15 or 20 years respectively.

-Flexibility to choose a specific level of protection (Sum Assured), based on a multiple of the annual premium.

- At the end of the term (maturity), the higher of the value of units or the guaranteed value* is paid. On death, Sum Assured along with the higher of value of units or the guaranteed value is payable.

- Additional credits payable as a percentage of the initial annual premium are paid along with the death or maturity benefit.

- Facility to make withdrawals from the 6th policy year onwards till the end of the policy term. Every year withdraw up to 10% of the value of units.

- Flexibility to make additional investment with the help of the top-up facility.

- Flexibility to increase / decrease the annual premium amount

- Total transparency with the premium allocations, and other charges declared upfront.

The guaranteed value of the unit fund is the value of all invested premiums (premiums net of all charges) along with the declared bonus interests.

Premier Life:

The key features of the plan are:

- Limited premium payment option: Choose from among a 3, 5, 7 or 10 year premium paying term.



- Choice of sum assured: Choose a sum assured, which is a minimum multiple of 1 and a maximum multiple of 25 times the annual contribution.

- Additional allocation of units on a periodic basis.

- Facility to top-up the investment any time customers have surplus funds.

- Choose from among four funds, based on the investment objective and risk appetite.

- Choice to switch between investments options (4 free switches every policy year).

- Flexibility to decrease the sum assured.

- Add-on riders to protect against any eventuality.

- Loans against the policy.

Retirement Plans

Many of the customers picture themselves enjoying the fruits of their labour after retirement - going on a dream vacation, or helping our child's career take wing. Financing all this will depend on their personal savings and investments, so it’s important to save for the future from today. These retirement plans are designed to help customers systematically save, so that they can enjoy all the things they have dreamed of when they retire.

Life Time Pension-II

Life Time Pension II gives the freedom to choose the amount of premium, and invest in market-linked funds, to generate potentially higher returns. On the future retirement date, the accumulated value of the units will be used to purchase an annuity - to provide clients with regular income for life.

Power to choose the protection level: Choose from either a Zero sum assured or a sum assured, which will be equal to the product of annual contribution and term.

Power to choose the retirement date: Take advantage of market movements by choosing a vesting age between 45 - 75 years of age.



Power to increase your investments: Use your surplus funds to top-up the investments during the deferment period.

Power to invest in a plan based on the priorities: Choose from among four funds, based on investment objective and risk appetite. If at a later stage the financial priorities change, clients can switch between the various fund options, absolutely free, 4 times a year.

Power to increase / decrease your contribution: Based on the requirements, increase or decrease the contribution.

Child Plans

As a responsible parent, people want to ensure a hassle-free, successful life for their child. However, life is full of uncertainties and even the best-laid plans can go wrong. Smart Kid Education Plans are designed to provide flexibility and to safeguard the child's future education and lifestyle, taking all possibilities into account. Smart Kid Child Plans has a bouquet of three products which can help the clients secure their child's education.

- Unit-linked Regular Premium - Unit-linked Single Premium - Regular Premium Smart Kid

GENERAL INSURANCE :

Rishtey Health Insurance - for the parents and other family members in India

2 Years comprehensive medical cover for family

Advanced treatment covering technologically advanced surgeries

Re-imbursement of return Air Fare



Nursing care benefit and free health checkups with 'Cashless' benefit

Overseas Travel Insurance - for the parents and other family members visiting abroad

Covers both structure and contents of home Provides protection against natural and manmade calamities Protection against fire, burglary, gas cylinder, seepage etc. Avail 25% discount on 5 year and 15% discount on 3 year policy

Car Insurance- for the four-wheelers in India

Transfer no claim bonus (NCB) Cashless claims facility No Documentation. Instant Policy issuance Also covers PA and third party legal liability

Two-wheeler Insurance - for the two-wheeler in India

No documentation. Instant policy issuance

Effective cover against theft and insurance Guaranteed safety for yourself and your two wheeler Lightening fast claims service No documentation. Instant policy issuance Effective cover against theft and insurance Guaranteed safety for client & its two wheeler Lightening fast claims service

Student Medical Insurance - for staying abroad during studies

Pay in Rupees, save in Dollars Plan meets foreign universities insurance requirements No documentation. No health check-up. Instant policy issuance Policy is renewable for the second year

Home Safe+ Insurance- for the most prized possession, Home Secure home and the loan against it



Loan Liability cover exclusive to ICICI Bank Home Loan customersCritical Illness, Accidental Death and Disablement BenefitProtect Home - Structure

Wealth Management:

Wealth is the result of a recognized opportunity. ICICI bank understand this and they work with customers to plan and manage their financial opportunities prudently. Not just that, the bank also extend a host of services so that customers can remain focused on immediate objectives while the bank take care of all the wealth management requirements.



TEAM:

A perfect partnership is about similar perspectives

Goals, challenges, milestones. What drives customers, drives ICICI too. That' s why the bank have put together a team of determined and seasoned professionals who not just assist customers in their requirements, but also partner closely in the growth to bring the dreams to fruition.

Dedicated Wealth Manager

A dedicated Wealth Manager is central to an ICICI Bank Wealth Management relationship and is the face of the Bank. In fact he/she will be customer’s personal guide to the possibilities of Wealth Management, and will work closely with clients in achieving their financial goals. Customers will also have access to a Customer Service Manager/Officer, who will complement their Wealth Manager.Expert minds to give expert solutions

The Wealth Manager is only a part of the larger team which ensures that the money works harder. Working silently behind the scenes is a team of product experts. These handpicked experts have a wealth of financial experience under their belt and will assist customers in their decision-making process.

PORTFOLIO BUILDING:

The investment process starts with understanding customer – their background, investment objectives, risk tolerance and existing investment pattern. A comprehensive Client Profiling exercise helps the bank in evaluating customer’s risk appetite and understanding their investment objectives, which are kept in mind while building their portfolio.


https://infinity.icicibank.co.in/salesEARWeb/web/wealth/jsp/plan_strategy.jsp


Investment Planning

Based on the customer’s investment goal, wealth requirements, investment horizon and risk profile, the bank construct a suitable asset allocation plan for the clients. During this exercise, the bank also evaluates and realigns their existing investments as per the suggested asset allocation, in case required by the customers.

Portfolio Construction

From the wide range of investment avenues, the bank construct appropriate solutions to implement client’s investment plan and evolve a tailor-made portfolio for the specific requirements. This would involve execution of investments in debt, equity, structured products or alternative asset classes as per the suggested asset allocation.



Portfolio Maintenance

The bank monitors customers investments and periodically suggest rebalancing in the portfolio for maintaining the asset allocation or aligning their portfolio to changes in macro-economic factors that might affect the investments.

Portfolio Review

As the customer’s investment preferences or financial goals change over a period of time, the banks reviews their portfolio periodically with the clients to discuss and implement any changes in asset allocation or portfolio strategy. All with a view to keeping the portfolio healthy at all times.

Products:

Online TradingMutual FundsLife & General Insurance



ICICI Foundation for Inclusive Growth

ICICI Limited, India's leading financial services provider, not only give a financial service today announced the launch of a comprehensive socialdevelopment programs

ICICI Foundation for Inclusive Growth(ICICI Foundation) was

founded by the ICICI Group in early 2008 to give focus to its efforts to

promote inclusive growth amongst low-income Indian households.

icici believe their fundamental challenge is to create a “just” society –

one where everyone has equal opportunity to develop and grow.

Towards this end, ICICI Foundation is committed to making India’s

economic growth more inclusive, allowing every individual to

participate in and benefit from the growth process.

Icici hold a set of core beliefs and values that defines our pathway

towards inclusive growth and guides our five strategic partnerships.

VisionIcicivision is a world free of poverty in which every individual has the

freedom and power to create and sustain a just society in which to live.

MissionIcicimission is to create and support strong independent

organisationswhich work towards empowering the poor to participate in

and benefit from the Indian growth process.


http://www.icicifoundation.org/core-beliefs.htm


Core Beliefs

ICICI Foundation’s pathway towards inclusive growth and our five

strategic partnerships are guided by several core beliefs:

Core belief:Good health and basic education are fundamental

prerequisites to achieving inclusive growth.

Core belief:While healthy and educated individuals have the capacity to

transform their lives, their ability to do so depends on the quality of their

access to transformative tools such as finance.

Access to comprehensive financial services is therefore an essential part

of the development process. Financial services enable individuals and

enterprises to allocate their resources most productively by allowing

them to better manage risk (e.g. buy insurance) and take advantage of

future opportunities (e.g. saving today to build capital for tomorrow).

Core belief:For the Indian growth process to be truly inclusive,

health, education and access to complete financial markets are

necessary but not sufficient.

Ensuring that every individual has the freedom and the power to create

and sustain a just society and thereby benefit from the Indian growth

process requires additional efforts on the part of civil society and

policymakers. Grassroots organizations and regulatory infrastructure, for

example, must be strengthened to ensure that the market does not exploit

marginalized sectors of the population or the environment.

ICICI Foundation supports five strategic partners working in the areas ofprimary health, elementary education, access to finance, civil society strengthening&environmental sustainability.


http://www.icicifoundation.org/esf.htm

http://www.icicifoundation.org/cso-partners.htm

http://www.icicifoundation.org/cso-partners.htm

http://www.icicifoundation.org/ifmr-foundation.htm

http://www.icicifoundation.org/icee.htm

http://www.icicifoundation.org/icchn.htm


ICICI Foundation received Rs.617.80 million from the following sources as grants:

Source (January 4, 2008 – March 31, 2009)Amount (Rs.

million)

ICICI Bank 500.00

ICICI Prudential Life Insurance 67.72

ICICI Lombard General Insurance 17.12

ICICI Securities 14.98

ICICI Securities PD 6.99

ICICI Home Finance 1.99

ICICI Venture 9.00

Total 617.80

CHAPTER -5

SURVEY ANALYSIS & INTERPRETATION



Introduction

Survey analysis

SURVEY ANALYSIS & INTERPRETATION

Introduction:

The survey has helped to secure relevant facts and opinions from respondents in the sample survey. The survey was restricted to davangere city only and 50



respondents were contacted and information was gathered by administering structures questionnaire.

The analysis is made with help of information gathered from questionnaire. The collected information is fairly summarized and tabulated below.

Analysis of survey:

Table1

1. Classification of the respondents on the basis of sex

sex No. of respondents Percentage



Male 42 84

Female 08 16

Total 50 100

Source: survey

From the above table it is clear that, out of 50 respondents, 42 are male

respondents & 8 are female respondents.

Male Female

Percentage 84 16

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Table 2

The table showing classification of respondents on the basis of age



Age in years Male Female Total no... of respondents

percentage

below 25 04 04 08 1625-35 10 01 11 2235-45 11 02 13 26

45 & above 17 01 18 36Total 42 08 50 100

Source: survey

The above table shows that out of 50 respondents,16 % of respondents age is

below 25 years, there are 4 male respondents & 4 female respondents, 22% of

respondents age is between 25-35 years. Out of which 10respondents are male

& 1 respondent is female, 26% of respondents belongs to the age group 35-45

years out of them 11 respondents are male & 2 respondents are female . 36%

of respondents belong to the age group 45y& above, in which there are 17 male

respondents & 1female respondent .

below 25 25-35 35-45 45 & above

percenage 16 22 26 36

2.57.5

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Table 3

The table shows the qualification of customers.



Qualification Male Female Total no.. of respondents

Percentage

Under graduate 09 02 11 22Graduate 17 04 21 42

Post graduate 13 02 15 30Others 03 00 03 6Total 42 08 50 100

Source: survey

From the above table it is clear that out of 50 respondents, 22% of the

respondents belongs to under graduate, there are 9 male respondents & 2

female respondents, 42% of respondents belongs to graduate, out of which 17

are male & 4 are female , 30% of respondents belong to post graduate &out

of which 13 are male respondents ,& 02 are female respondents & 6% of

respondents belongs to others , out of which 03 are male &non of them female.

Table 4

The table shows the occupation of respondents.

occupation Male Female No. of percentage


Under graduate

Graduate Post graduate

Others Total

Per-centage

22 42 30 6 NaN

2.5

12.5

22.5

32.5

42.5

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respondentsBusiness 10 02 12 24

Employees 06 02 08 16Students 06 00 06 12

Professional 12 02 14 28Agriculture &

others08 02 10 20

total 42 8 50 100Source: survey

The above table reveals the occupation of the respondents. Out of 50

respondents 24% of respondents are Businessmen out of which 10 male

respondents& 02 femalerespondents, 16% of respondents are employees out of

them 05 male respondents & 03 female respondents , 12% of the respondents

are students all of them are males , 28% of respondents are professional the

majority 12are males& 02female respondents & 20% of respondents are

belongs to agriculture& others category out of them 08 male respondents &

02 female respondents .like (retired people house wife’s)

Business Employees Students Professional Agriculture & others

percentage 24 16 12 28 20

2.5

7.5

12.5

17.5

22.5

27.5

Occupation

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Table 5

CLASSIFICATION OF RESPONDENTS ON THE BASIS OF MONHTLY INCOME



Monthly income in Rs

Male Female NO.. of respondents

percentage

Below 10000 16 04 20 4010000-30000 15 03 18 1430000-50000 6 1 07 36Above 50000 05 00 05 10

Total 42 08 50 100Source: survey

This table classifies the respondents based on monthly income. Of the 40% of

respondents belongs to the income group below Rs.10000 there are 16 male

respondents & 04 femalerespondents, 14%of respondents income is between

Rs. 10000 to Rs. 30000, out of which 15 respondents are male and 03

respondents are female. 36%of respondent’s belongs to the income group of

Rs.30000 to Rs. 50000, out of which 06 respondents are male, & 01 respondent

is female and 10% of respondents belong to the income group above Rs. 50000

all of them are males.

Below 10000 10000-30000 30000-50000 Above 50000

percent-age

40 14 36 10

2.57.5

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Table 6

The table below shows the type of accountheld by respondents

Type of account Male Female No... of respondents

%



Savings a/c 24 05 29 58Current a/c 00 00 00 00

Fixed deposit a/c 08 01 09 18Savings & current

a/c10 02 12 24


From the above table is found that, out of 50 respondents, 58% of respondents

have savings a/c, there are 24 male respondents, & 5 female respondents, 24%

of respondents have both current a/c & savings a/c out of which 14 respondents

are male & 4 respondents are female.18% of respondents are belongs to fixed

deposits a/c. out of them 8 respondents are male, & 1 respondent is female.

There is no only current a/c holder in respondents.

Savings a/c Current a/c Fixed deposit a/c

Savings & current a/c

Per-centage

58 0 18 24

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Table 7

The below table shows the awareness about value added services.

VAS Male Female No... of %



respondentsYes 36 05 41 82No 06 03 9 18


Out of 50 respondents 82 % of the respondents are aware of vas, out of which

36 are male respondents & 05 are female respondents, 18% of the respondents

are unaware of vas, out of which 06 are malerespondents & 03 are

femalerespondents.

Yes No

Percentage 82 18

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Table 08

The below table showing the usage of value added services by respondents.



VAS Male Female No... of respondents

Percentage

ATM 24 04 28 56Any branch banking 03 01 04 08

Credit cards 05 00 05 10Electronic fund

transfer03 00 03 06

Internet banking 07 03 10 20Demat 00 00 00 00Total 42 08 50 100

Source: survey

From the above table is found that out of 50 respondents, 56% of respondents using ATM service, there are 24 malerespondents & 04 female respondents, 08% respondents are using any branch banking, out of which 3respondents are male & 01 respondent is female. 10% respondents are using credit cards out of them 05 respondents are male & none of them are female. 06% respondents are using electronic fund transfer, out of them 03 respondents are male & none of them are female , 20% of respondents using internet banking out of which 7 respondents are male & 3 respondents are female . Out of 50 respondents none of them demat users.

ATM Any branch

banking

Credit cards

Elec-tronic fund

transfer

Internet banking

Demat

Percent-age

56 8 10 6 20 0

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Table 9

The below table shows the awareness about the “INTERNET BANKING“ among respondents.



Internet banking Male Female No... of respondents

percentage

Yes 20 03 23 46No 22 05 27 54


Out of 50 respondents 46% of respondents,who are aware of internet banking

service out of which 20 respondents are male & 03 respondents are female,

54% of the respondent are unaware of internet banking service out of them 22

respondents are male & 05 respondents are female.

Yes No

percentage 46 54

43

45

47

49

51

53

55

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Table 10

This table shows about internet banking service reason for not using.



Reason Male Female No.. of respondents

Percentage

Lack of knowledge

28 03 31 77.5

Lack of time 2 02 4 10Complex

procedure5 00 5 12.5


Out of 40 respondents who are not aware of internet banking services, 77.5%

are notaware due to lack of knowledge out of which , 28 are male

respondents& 03 are female respondents ,10% are not aware due to lack of

time,out of which 2 respondents are male & 2 respondents are female , 12.5%

are not aware due to complex procedure out of which , 5 are male

respondents& none of them female respondents

Lack of knowl-edge

Lack of time Complex pro-cedure

total

Percentage 77.5 10 12.5 100

10

30

50

70

90

110

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TABLE 11

The table shows the customer satisfaction towards the banking service.



Particular Male Female No. of respondents PercentageYes 37 03 40 80No 05 05 10 20


Out of 50 respondents, 80%of the respondents, are satisfied with banking

services, out of which 37 are male respondents& 03 are female respondents &

20% of the respondent are not satisfied with banking services.Out of which 05

are male respondents& 05 are female respondents.

Yes No

Percentage 80 20

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Table 12



The table showing good opinion from respondent regarding the concept of icici bank.

Concept of icici Male Female No of respondents percentageBrand 12 02 14 28

Service without mistake

05 01 06 12

Cost effective 05 01 06 12Quick service 20 04 24 48


Out of 50 respondents 28% opined that the brand concept of Icici is good, out

of which 12 are male & 2 are female, 12%are of the good opinion regarding

service without mistake. Out of which 5 are male & 1 is female, 12% are of the

good opinion regarding cost effective, out of which 05 are male & 01 is female

respondent, 48% are of the respondents good opinion regarding quick service,

out of which 20 are male & 04 are female.

Brand Service without mistake

Cost ef-fective

Quick service

total

percent-age

28 12 12 48 100

10

30

50

70

90

110

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CHAPTER -6



SUMMERY OF FINDINGS ,RECOMMENDATIONS & CONCLUSION

Major Findings

Recommendations

Conclusion



Findings & Suggestions

Major Findings:

It is revealed by survey that bank failed to attract the young generation .i.e. Below 25 years age customer.

From the survey it is found that, majority of the customer are from business category. This has been clearly identify by the information obtained by the account holders while survey. Icici bank fails to reach Most of the government employees.

From the survey it is clear that 84 % of the customers are having the awareness about the value added services & the banker succeed fulfill the needs of customers. But in some cases the procedure itself has become problem. It is found that the customers are fed of complex procedure & lack of knowledge.

Even the banker fails to meet 18% of the customers who are not aware of value added service provided by bank.

It is revealed from the survey that only 6 % & 20% customer are using fund transferring & internet banking respectively.

From the survey, we the researcher came to know that 46% of the customers are having awareness about internet banking & 54% of the customers are not having the awareness about the internet banking. 31 respondents are suffered from lack of knowledge about intenet banking.

From the survey it is clear that 80% of the respondents are satisfied with the bank service & the value added services. The remaining 20% of the respondents are not satisfies with the bank service & with value added services.

Only one ATM centre in the davangere city.



Services as promised by the agents are not delivered either on time or not at all provided.

In order to get better pay, the agents of ICICI Bank usually give false promises to their customers regarding the quality of service or new schemes so as to lure them. In such cases the final loser is not just the customers but the ICICI Group as whole as it effects all their businesses.

Recommendations / suggestion:

i. A Major revamp of its Customer care.

A complete over hauling of its customer care department is required so as to reduce complaints of customer in turn which may affect its working.

ii. Introduction of Smart Cards for New as well as Old Credit Card Holders.

ICICI Bank should come up with the concept of smart cards were the data regarding all the accounts & credit cards details of a individual customer is placed in a single cards hence reducing the burden of carrying all credit cards & other necessary items required for banking transaction.

iii. Concentrate on Building Brand Image.

ICICI Bank is very well known institution for investing purposes and as well as for its practices involving anti – social elements; therein affecting its name and Brand value of its self and also ICICI group as a whole.

iv. Completely separation of other alike Businesses like Insurance, Mutual Funds etc.

It is usually seen the ICICI Bank branches are over crowded with ICICI staff though they don’t belong to that branch or does not even belong to the ICICI Bank, they usually are the agents of its other businesses like Insurance, Mutual funds etc – this annoys the customer and creates a bad impression.



v. Major re-look at working of their Agents.

The easiest way to reach to customers is through agents; and the agents of ICICI Bank are highly skilled in this field but they do it at the cost of customer’s innocence. There are many incidences where in the information provided by the agents is false. It’s time for ICICI Bank to look into the matter and rework on its agents policies.

vi. Reduction of Penalty Fees & Special Service Fees.

The penalties & special service imposed by ICICI Bank is very high as compared to public sector banks; this sometimes adds a negative perspective to ICICI Bank.



CONCLUSION:-

ICICI bank is a multinational company. The company has high

goals and objectives. The company made sincere efforts to achieve its

goals and objectives over the years. ICICI bank has variety of product.

The company can grow at a higher pace and contribute to the

economy growth of the company. The company has a sound financial

position. It has wide branches and ATM’s all over the country. Lastly its

overall performance is good.

The environment in this bank is very friendly the manager & staff

members are very helpful and the communication is very effective, they

are friendly in nature.

The performance of bank is satisfactory. To conclude the Icici bank if

consider the recommendations & suggestion given in this report which

is based on the customer survey in davangere city it would increase its

business in davangere by providing best service to its customer & there

by gain customer confidents.



ANNEXURE

Questionnaire

Bibliography



QUESTIONNAIRE

Dear sir/madam

I’m the student of VI semester BBM, ARG College of arts & commerce Davangere, as a part of our curriculum I have undertaken a project work entitled “CUSTOMER ATTITUDE TOWARDS FINANCIAL SERVICES PROVIDED BY ICICI BANK IN DAVANAGERE CITY” with special reference to Icici bank,Davangere.

I request you to spare few minutes to answer the following questions.

Naveen kumar D

Thanking you yours faithfully

1.Name: ………………………………………………………………….

2.Address: ………………………………………………………………..

…………………………………………………………………..

…………………………………………………………………..

Mobile no. …………………………….

3. Sex:

Male Female

4. Age

Below 25 yrs 25-35

35-45 45 & above

5. Qualification

Under graduates Graduate



Post graduate

If others, specify …………………………………………

6. Occupation

Business Profession

Employee Agriculture

Student

If others, specify………………………………………..

7. Annual income

Below 10,000 10,000-30,000

30,000-50,000 Above 50,000

8. Which type of bank account do you have?

Savings A/C Fixed deposit A/C

Current A/C Savings & current A/C

9. Since how many years you are operating bank account?

Below 1 years above 3 years

Between 3 to 5 years above 5 years

10. Have you ever heard about “value added service “in your bank?

Yes No

11. Which of the following “value added service “do you use?

ATM Electronic fund transfer

Any branch banking Internet banking

Credit cards Demat

12. Do you know about internet banking?



Yes No

13. Reasons for not using internet banking service?

Lack of knowledge complex procedure

Lack of time

17. According to you which concept of this bank is good?

Brand Cost effective

Service without mistake quick service

14. Are you satisfied with the service provided by bank, if not reason?

Yes No

If not, specify reason…………………………………………………

………………………………………………………………………..

15. What is your opinion about services provided by ICICI BANK?

………………………………………………………………………….

…………………………………………………………………………..

16. Do you get any complaint regarding icici product. If yes mention the complaint?

Yes No

If yes mention …………………………………………………………….

Thank you



Date:

Place: Davangere Signature

BIBLIOGRAPHY

Books referred:

Banking theory & practice - B.S.RAMAN

Banking theory - K.D.BASAVA

Research methodology– KHOTTARY

Websites:

www.icicibank.com

www.wikipedia.com

www.moneycontrol.com

others:

Bank brochures


http://www.moneycontrol.com/

http://www.wikipedia.com/

http://www.borosil.com/

icici project for bbm customer attitude towards financial services provided by icici bank

Documents

new bank

bengal bank

bank of bengal

bank of hindustan

central bank of india

number of bank

bank of baroda

canara bank