Project of Lipika Final

8/12/2019 Project of Lipika Final

1/48

ARYA SCHOOL OF MANAGEMENT & IT, BHUBANESWAR

A summer internship r!"e#t

ON

CUSTOMER SATISFACTION ON SERVICES

PROVIDED BY ICICI BANK

$A pr!"e#t rep!rt su%mitte in p'rti'( )u()i((ment !) the re*uirement )!r the

'+'r !) %'#he(!r !) %usiness 'ministr'ti!n, uner Ut'( Uni-ersit./

Bhu%'nes+'r, ORISSA

rep're %.0

Lipi' S'tp'th.

R!(( n!0 12344UT55653

Under the guidance of

Internal Guide: External Guide:

Mr7 R'shmi R'n"'n 'ni8r'hi Mr7SUBRAT RUSTY

Le#turer in Fin'n#e Asst7 M'retin8 M'n'8er

ASMIT ICICI BAN9

Utkal University, Vaniviar,

B!"anes#ar, O$isa%

1


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A#n!+(e8ement

I a& tank'!l t( ICICI BAN9COMPANY )TD, '(r *ivin* &e an (++(rt!nity t(#(rk in teir estee&e$ (r*aniati(n% I a& (n(re$ t( sin-erely tank Mr7

SUBRAT RUSTY.Asst% Marketin* Mana*er/, ICICI BAN9, Bhu%'nes+'r,#(

*ave &e an (++(rt!nity t( #(rk !n$er s!- an estee&e$ (r*aniati(n an$ '(r

e0+ressin* is 'ait an$ -(n'i$en-e in &e "y assi*nin* tis +r(1e-t%

I a& als( *rate'!l t( (!r *!i$e Mr% RASHMI RAN:AN ANIGRAHI .)e-t!rer in

Finan-e/, ASMIT, #(se -(ntin!(!s an$ val!a"le *!i$an-e -an never "e'(r*(tten an$ #it(!t #(&, tis st!$y -(!l$ n(t ave *(t tis +resent sa+e%

As te (!tset I e0+ress &y $ee+ sense (' *ratit!$e t( (!r 2(n3"le Dire-t(r,

ASMIT4 t( te -(!rse -((r$inat(r (' BBA '(r *ivin* &e +er&issi(n t( !n$er*(

tis trainin* +r(*ra&%

Finally I a& tank'!l t( all te 'a-!lty &e&"ers 4 'rien$s #( s!++(rte$ &e '(r

$(in* te +r(1e-t

Lipi' S'tp'th.BBA 2thSem7

2


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;e#('r'ti!n %. stuent

I, Lipi' S'tp'th. a st!$ent (' ARYA SC2OO) OF

MANA5EMENT 4 IT $( ere"y $e-lare tat tis S!&&er

Internsi+ Pr(1e-t (n


4/48

T'%(e !) CONTENTS

4

Ca+ter S!"1e-t Pa*e n(

7 E8ECUTIVE SUMMARY

RESEARC2 OB9ECTIVEBANKIN5 STRUCTURE IN INDIA

INTRO;UCTION

HISTORY OF BANING IN IN!IA

RESEARC2 MET2ODO)O5Y

:

;

7?

? INDUSTRY PROFI)E 7@

@ COMPANY PROFI)E 7>

COMPANY EFFORTS TO ENSURE CUSTOMER SATISFACTION @:

: DATA ANA)YSIS AND INTERPRETATION @>

; FINDIN5S ?

< SU55ESTIONS @

= CONC)USION

> BIB)IO5RAP2Y :

7 APPENDI8 ;


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E>ECUTI=E SUMMARY

Private "ankin* is a -(n-e+t #i- is ne# an$ 'ast e&er*in* in te #(rl$ ('

"ankin* #ere -an*es ave "e-(&e a ne-essity in (r$er '(r "anks t( s!rvive in

tis -(&+etitive envir(n&ent visvis n(t (nly 'r(& te +!"li- an$ +rivate se-t(r

"anks "!t als( 'r(& te '(rei*n "anks% Te ("1e-tive (' te resear- is t( e0+l(re

te vari(!s +r($!-ts, #i- a +rivate "anker $eals int( an$ te syste&ati- +r(-ess

inv(lve$ t( &at- -lient re!ire&ents #it te ri*t kin$ (' +r($!-t%

Tr(!* tis resear- (ne (' te &ain ("1e-tives is t( e0+l(re te reas(n #y

&(st (' te "anks are in1e-tin* +rivate "ankin* as "!siness +r('ile t( teir set ('

servi-e (''erin*s%

T(!* +rivate "ankin* ev(lve$ in late =3s in Asia, in In$ia it3s n(t &(re tan :

years (l$% ICICI starte$ it in A!* ?? an$ sin-e ten it as "een a re&arka"le

s!--ess% T($ay tere are en(r&(!s s(l!ti(ns t( -ater -lient nee$s "!t #at s!its

"est t( a -lient is #ere +rivate "ankin* 'its in% Every -lient #ill ave $i''erent

nee$s, likin* an$ +re'eren-es% S( a -!st(&ie$ +(rt'(li( '(r every -lient is te

nee$ (' te $ay%

Tis resear- #ill i*li*t &(re (n te +r($!-t +(rt'(li( (' ICICI Private

Bankin*, (# tey ave -an*e$ (r inn(vatively str!-t!re$ t( "e attra-tive an$

-(&+etitive%

5


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RESEARCH OB:ECTI=E

7% T( i$enti'y te &a1(r attri"!tes (' -!st(&er satis'a-ti(n%

?% T( st!$y -!st(&er +er-e+ti(n a"(!t ICICI BANK )t$%

@% T( i$enti'y an$ st!$y te vari(!s #ays (' ens!rin* -!st(&er satis'a-ti(n

a$(+te$ "y ICICI BANK Vs 2DFC 4 SBI%

BANKIN5 STRUCTURE IN INDIA

6


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S#heu(e B'ns in Ini'

$A/ S#heu(e C!mmer#i'( B'ns

$B/ S#heu(e C!!per'ti-e B'ns

2ere #e &(re -(n-erne$ a"(!t +rivate se-t(r "anks an$ -(&+etiti(n a&(n* te&%

T($ay, tere are ?< +rivate se-t(r "anks in te "ankin* se-t(r 7> (l$ +rivate se-t(r

"anks an$ = ne# +rivate se-t(r "anks% Tese ne# "anks ave "r(!*t in state('te

art te-n(l(*y an$ a**ressively &arkete$ teir +r($!-ts% Te P!"lise-t(r "anks are

'a-in* a sti'' -(&+etiti(n 'r(& te ne# +rivate se-t(r "anks%

Te "anks #i- ave "een set!+ in te 7>>s !n$er te *!i$elines (' te

N'r'simh'm C!mmitteeare re'erre$ t( as NEG PRIVATE SECTOR BANKS%

7

u%(i# se#t!r

B'ns

ri-'te se#t!r

B'ns

F!rei8n B'ns

in Ini'

Re8i!n'( Rur'(

B'n

.?=/ .?/ .7?/

Nati(nalie$

Bank

Oter P!"li-

Se-t(r Banks .IDBI/

SBI an$ its

Ass(-iates

Ol$ Private

Banks

Ne+ ri-'te

B'ns

S#heu(e Ur%'n C!!per'ti-e

B'ns $11/

S#heu(e St'te C!!per'ti-e

B'ns $35/


8/48

INTRO;UCTION

Te "ankin* se-ti(n #ill navi*ate tr(!* all te as+e-ts (' te Bankin* Syste&

in In$ia% It #ill $is-!ss !+(n te &atters #it te "irt (' te "ankin* -(n-e+t

in te -(!ntry t( ne# +layers a$$in* teir na&es in te in$!stry in -(&in* 'e#

years%

Te "anker (' all "anks, Reserve Bank (' In$ia .RBI/, te In$ian Banks

Ass(-iati(n .IBA/ an$ t(+ ? "anks like IDBI, 2SBC, ICICI, ABN AMRO, et-%

as "een #ell $e'ine$ !n$er tree se+arate ea$s #it (ne +a*e $e$i-ate$ t( ea-

"ank% 2(#ever, in te intr($!-ti(n +art (' te entire "ankin* -(s&(s, te +ast as

"een #ell e0+laine$ !n$er tree $i''erent ea$s na&ely

2ist(ry (' Bankin* in In$ia

Nati(naliati(n (' Banks in In$ia

S-e$!le$ C(&&er-ial Banks in In$ia

Te 'irst $eals #it te ist(ry +art sin-e te $a#n (' "ankin* syste& in In$ia%

5(vern&ent t((k &a1(r ste+ in te 7>;> t( +!t te "ankin* se-t(r int( syste&s

an$ it nati(nalie$ 7 +rivate "anks in te &enti(ne$ year% Tis as "een

ela"(rate$ in Nati(naliati(n Banks in In$ia% Te last "!t n(t te least e0+lains

a"(!t te s-e$!le$ an$ !ns-e$!le$ "anks in In$ia% Se-ti(n ? .;/ .a/ (' RBI A-t

7>@ lays $(#n te -(n$iti(n (' s-e$!le$ -(&&er-ial "anks% Te $es-ri+ti(ns

al(n* #it a list (' s-e$!le$ -(&&er-ial "anks are *iven (n tis +a*e%

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HISTORY OF BANING IN IN!IA

Git(!t a s(!n$ an$ e''e-tive "ankin* syste& in In$ia it -ann(t ave a ealty

e-(n(&y% Te "ankin* syste& (' In$ia s(!l$ n(t (nly "e assle 'ree "!t it s(!l$

"e a"le t( &eet ne# -allen*es +(se$ "y te te-n(l(*y an$ any (ter e0ternal

an$ internal 'a-t(rs%

F(r te +ast tree $e-a$es In$iaHs "ankin* syste& as several (!tstan$in*

a-ieve&ents t( its -re$it% Te &(st strikin* is its e0tensive rea-% It is n( l(n*er

-(n'ine$ t( (nly &etr(+(litans (r -(s&(+(litans in In$ia% In 'a-t, In$ian "ankin*

syste& as rea-e$ even t( te re&(te -(rners (' te -(!ntry% Tis is (ne (' te

&ain reas(ns (' In$iaHs *r(#t +r(-ess% Te *(vern&entHs re*!lar +(li-y '(r

In$ian "ank sin-e 7>;> as +ai$ ri- $ivi$en$s #it te nati(naliati(n (' 7

&a1(r +rivate "anks (' In$ia% N(t l(n* a*(, an a--(!nt (l$er a$ t( #ait '(r

(!rs at te "ank -(!nters '(r *ettin* a $ra't (r '(r #it$ra#in* is (#n &(ney%

T($ay, e as a -(i-e% 5(ne are $ays #en te &(st e''i-ient "ank trans'erre$

&(ney 'r(& (ne "ran- t( (ter in t#( $ays% N(# it is si&+le as instant

&essa*in* (r $ial a +ia% M(ney as "e-(&e te (r$er (' te $ay%

Te 'irst "ank in In$ia, t(!* -(nservative, #as esta"lise$ in 7 (' In$ian Banks

Nati(naliati(n (' In$ian Banks an$ !+ t( 7>>7 +ri(r t( In$ian "ankin*

se-t(r Re'(r&s%

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10/48

Ne# +ase (' In$ian Bankin* Syste& #it te a$vent (' In$ian Finan-ial 4

Bankin* Se-t(r Re'(r&s a'ter 7>>7% T( &ake tis #rite!+ &(re

e0+lanat(ry, I +re'i0 te s-enari( as Pase I, Pase II an$ Pase III%

h'se I

Te 5eneral Bank (' In$ia #as set !+ in te year 7/, Bank (' B(&"ay .7=/ an$ Bank (' Ma$ras .7=@/ as in$e+en$ent !nits

an$ -alle$ it Presi$en-y Banks% Tese tree "anks #ere a&al*a&ate$ in 7>? an$

I&+erial Bank (' In$ia #as esta"lise$ #i- starte$ as +rivate sare(l$ers

"anks, &(stly E!r(+eans sare(l$ers%

In 7=;: Allaa"a$ Bank #as esta"lise$ an$ 'irst ti&e e0-l!sively "y In$ians,

P!n1a" Nati(nal Bank )t$% #as set !+ in 7=> #it ea$!arters at )a(re%

Bet#een 7>; an$ 7>7@, Bank (' In$ia, Central Bank (' In$ia, Bank (' Bar($a,

Canara Bank, In$ian Bank, an$ Bank (' Mys(re #ere set !+% Reserve Bank ('

In$ia -a&e in 7>@:%

D!rin* te 'irst +ase te *r(#t #as very sl(# an$ "anks als( e0+erien-e$

+eri($i- 'ail!res "et#een 7>7@ an$ 7>=% Tere #ere a++r(0i&ately 77 "anks,

&(stly s&all% T( strea&line te '!n-ti(nin* an$ a-tivities (' -(&&er-ial "anks,

te 5(vern&ent (' In$ia -a&e !+ #it Te Bankin* C(&+anies A-t, 7>> #i-

#as later -an*e$ t( Bankin* Re*!lati(n A-t 7>> as +er a&en$in* A-t (' 7>;:

.A-t N(% ?@ (' 7>;:/% Reserve Bank (' In$ia #as veste$ #it e0tensive +(#ers '(r

te s!+ervisi(n (' "ankin* in In$ia as te Central Bankin* A!t(rity%

D!rin* t(se $ay3s +!"li- as lesser -(n'i$en-e in te "anks% As an a'ter&at

$e+(sit &("iliati(n #as sl(#% A"reast (' it te savin*s "ank 'a-ility +r(vi$e$ "y

10


11/48

te P(stal $e+art&ent #as -(&+aratively sa'er% M(re(ver, '!n$s #ere lar*ely

*iven t( tra$ers%

h'se II

5(vern&ent t((k &a1(r ste+s in tis In$ian Bankin* Se-t(r Re'(r& a'ter

in$e+en$en-e% In 7>::, it nati(nalie$ I&+erial Bank (' In$ia #it e0tensive

"ankin* 'a-ilities (n a lar*e s-ale es+e-ially in r!ral an$ se&i!r"an areas% It

'(r&e$ State Bank (' In$ia t( a-t as te +rin-i+al a*ent (' RBI an$ t( an$le

"ankin* transa-ti(ns (' te Uni(n an$ State 5(vern&ents all (ver te -(!ntry%

Seven "anks '(r&in* s!"si$iary (' State Bank (' In$ia #as nati(nalie$ in 7>;

(n 7>t 9!ly, 7>;>, &a1(r +r(-ess (' nati(naliati(n #as -arrie$ (!t% It #as te

e''(rt (' te ten Pri&e Minister (' In$ia, Mrs% In$ira 5an$i% 7 &a1(r

-(&&er-ial "anks in te -(!ntry is nati(nalie$%

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RESEARCH METHO;OLOGY

;'t' C!((e#ti!n Te#hni*ues0

Tis +r(1e-t -(nsists (' t#( +arts%

Te 'irst +art is a st!$y (' te "ankin* in$!stry, ICICI Bank !sin* se#!n'r. 't'

s(!r-es% Tis se-(n$ary in'(r&ati(n as "een s(!r-e$ 'r(& te internet an$ 'r(&

"!siness relate$ &a*aines an$ ne#s+a+ers%

Te se-(n$ +art (' te st!$y as "een $(ne !sin* an e0+l(rat(ry resear- +r(-ess

an$ a str!-t!re$ !esti(nnaire #as $evel(+e$ '(r tis +!r+(se% F(r te -(lle-ti(n

(' prim'r. 't'tis #as te (nly &et($ !se$% Te reas(n I !se$ tis &et($ is

"e-a!se a nee$ #as 'elt '(r te 'ree in'l!0 (' in'(r&ati(n a"(!t te +r($!-ts% Als(

tis &et($ all(#e$ te !se (' skills *aine$ in -lass%

S'mp(e ;esi8n0

Te +(+!lati(n -(nsi$ere$ '(r te +!r+(se (' te s!rvey #as +e(+le resi$in* in

Deli an$ te Nati(nal Ca+ital Re*i(n .NCR/%

S'mp(in8 Te#hni*ue Use0

Sin-e te in'(r&ati(n re!ire$ #as n(t (' a very te-ni-al nat!re an$ als( l((kin*

at te s-(+e (' te +r(1e-t an$ te e0tent (' te tar*et se*&ent, te sa&+lin*

te-ni!e e&+l(ye$ #as C(nvenien-e Sa&+lin*% I a$&inistere$ te

!esti(nnaires%

S'mp(e Si?e0

I ave restri-te$ te sa&+le sie t( : res+(n$ents% Tis #as $(ne kee+in* in &in$

te ti&e -(nstraints an$ te 'a-t tat I 'elt tat tis n!&"er #(!l$ "e en(!* t(

serve te in'(r&ati(n nee$s re!ire$ t( s(# te tren$s%

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IN;USTRY ROFILE

BAN9S IN IN;IA

In In$ia te "anks are "ein* se*re*ate$ in $i''erent *r(!+s% Ea- *r(!+ as teir

(#n "ene'its an$ li&itati(ns in (+eratin* in In$ia% Ea- as teir (#n $e$i-ate$

tar*et &arket% Fe# (' te& (nly #(rk in r!ral se-t(r #ile (ters in "(t r!ral as

#ell as !r"an% Many even are (nly -aterin* in -ities% S(&e are (' In$ian (ri*in an$

s(&e are '(rei*n +layers% All tese $etails an$ &any &(re is $is-!sse$ (ver ere%

Te "anks an$ its relati(n #it te -!st(&ers, teir &($e (' (+erati(n, te na&es

(' "anks !n$er $i''erent *r(!+s an$ (ter s!- !se'!l in'(r&ati(n3s are talke$

a"(!t%One &(re se-ti(n as "een taken n(te (' is te !+-(&in* '(rei*n "anks in

In$ia% Te RBI as s(#n -ertain interest t( inv(lve &(re (' '(rei*n "anks tan

te e0istin* (ne re-ently% Tis ste+ as +ave$ a #ay '(r 'e# &(re '(rei*n "anks t(

start "!siness in In$ia%

M'"!r B'ns in Ini'

ABNAMRO Bank

A"! Da"i C(&&er-ial Bank

A&eri-an E0+ress Bank

An$ra Bank

Allaa"a$ Bank

Bank (' Bar($a

Bank (' In$ia

Bank (' Maarastra

Bank (' P!n1a"

Bank (' Ra1astan

Bank (' Ceyl(n

BNP Pari"as Bank

In$ian Overseas Bank

In$!sIn$ Bank

IN5 Vysya Bank

9a&&! 4 Kas&ir Bank

9PM(r*an Case Bank

Karnataka Bank

Kar!rVysya Bank

)a0&i Vilas Bank

Oriental Bank (' C(&&er-e

P!n1a" Nati(nal Bank

P!n1a" 4 Sin$ Bank

S-(tia Bank

13
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14/48

Canara Bank

Cat(li- Syrian Bank

Central Bank (' In$ia

Cent!ri(n Bank

Cina Tr!st C(&&er-ial Bank

Citi Bank

City Uni(n Bank

C(r+(rati(n Bank

S(!t In$ian Bank

Stan$ar$ Cartere$ Bank

State Bank (' In$ia .SBI/

State Bank (' Bikaner 49ai+!r

State Bank (' 2y$era"a$

State Bank (' In$(re

State Bank (' Mys(re

State Bank (' Sa!rastra

F'#t Fi(es !) B'ns in Ini'

Te 'irst, te (l$est, te lar*est, te "i**est, *et all s!- ty+es (' in'(r&ati(n3s

a"(!t Bankin* in In$ia in tis se-ti(n%

Bank (' In$ia #as '(!n$e$ in 7>; in M!&"ai% It "e-a&e te 'irst In$ian "ank t(

(+en a "ran- (!tsi$e In$ia in )(n$(n in 7>; an$ te 'irst t( (+en a "ran- in

-(ntinental E!r(+e at Paris in 7>


15/48

PUBLIC SECTOR BANKS

Among the Public Sector Banks in Inia! Unite Bank o" Inia is one o" the #$

ma%or banks! &hich &ere nationali'e on (ul) #*! #*+*, Its

-reecessor! in the Public Sector Banks! the Unite Bank o" Inia Lt,!

&as "orme in #*./ &ith the amalgamation o" "our banks 0i', Camilla

Banking Cor-oration Lt, 1#*#$2! Bengal Central Bank Lt, 1#*#32!

Camilla Union Bank Lt, 1#*442 an 5ooghl) Bank Lt,1#*642,

Oriental Bank o" Commerce 1OBC2! 7o0ernment o" Inia Unertaking o""ers

8omestic! NRI an Commercial banking ser0ices, OBC is im-lementing

a 7RA9EEN PRO(ECT in 8ehraun 8istrict 1UP2 an 5anumangarh

8istrict 1Ra%asthan2 isbursing small loans, This Public Sector Bank

Inia has im-lemente #$ -oint action -lan "or strengthening o" creit

eli0er) to &omen an has esignate . branches as s-eciali'e

branches "or &omen entre-reneurs,

The )!((!+in8 're the (ist !) u%(i# Se#t!r B'ns in Ini'

Allaa"a$ Bank

An$ra Bank

Bank (' Bar($a

Bank (' In$ia

Bank (' Maarastra

Canara Bank

Central Bank (' In$ia

C(r+(rati(n Bank

List !) St'te B'n !) Ini' 'n its su%sii'r., ' u%(i# Se#t!r B'ns

State Bank (' In$ia

15


16/48

o State Bank (' Bikaner 4 9ai+!r

o State Bank (' 2y$era"a$

o State Bank (' In$(re

o State Bank (' Mys(re

o State Bank (' Sa!rastra

o State Bank (' Travan-(re

RI=ATE SECTOR BAN9S0

Private "ankin* in In$ia #as +ra-ti-e$ sin-e te "e*innin* (' "ankin* syste& inIn$ia% Te 'irst +rivate "ank in In$ia t( "e set !+ in Private Se-t(r Banks in In$ia

#as In$!sIn$ Bank% It is (ne (' te 'astest *r(#in* Bank Private Se-t(r Banks in

In$ia% IDBI ranks te tent lar*est $evel(+&ent "ank in te #(rl$ as Private

Banks in In$ia an$ as +r(&(te$ #(rl$ -lass instit!ti(ns in In$ia%

Te 'irst Private Bank in In$ia t( re-eive an in +rin-i+le a++r(val 'r(& te

Reserve Bank (' In$ia #as 2(!sin* Devel(+&ent Finan-e C(r+(rati(n )i&ite$,

t( set !+ a "ank in te +rivate se-t(r "anks in In$ia as +art (' te RBIHs

li"eraliati(n (' te In$ian Bankin* In$!stry% It #as in-(r+(rate$ in A!*!st 7>>

as 2DFC Bank )i&ite$ #it re*istere$ (''i-e in M!&"ai an$ -(&&en-e$

(+erati(ns as S-e$!le$ C(&&er-ial Bank in 9an!ary 7>>:%

IN5 Vysya, yet an(ter Private Bank (' In$ia #as in-(r+(rate$ in te year 7>@%

Ban*al(re as a +ri$e (' +la-e '(r avin* te 'irst "ran- in-e+ti(n in te year

7>@% Git s!--essive years (' +atr(na*e an$ -(nstantly settin* ne# stan$ar$s in

"ankin*, IN5 Vysya Bank as &any -re$its t( its a--(!nt%

16


17/48

IN;IAN BAN9ING IN;USTRY

Te In$ian "ankin* &arket is *r(#in* at an ast(nisin* rate, #it Assets e0+e-te$

t( rea- US7 trilli(n "y ?7% An e0+an$in* e-(n(&y, &i$$le -lass, an$

te-n(l(*i-al inn(vati(ns are all -(ntri"!tin* t( tis *r(#t%

Te -(!ntry3s &i$$le -lass a--(!nts '(r (ver @? &illi(n Pe(+le% In -(rrelati(n

#it te *r(#t (' te e-(n(&y, risin* in-(&e levels, in-rease$ stan$ar$ ('livin*, an$ a''(r$a"ility (' "ankin* +r($!-ts are +r(&isin* 'a-t(rs '(r -(ntin!e$

e0+ansi(n% Te In$ian "ankin* &arket is *r(#in* at an ast(nisin* rate, #it

Assets e0+e-te$ t( rea- US7 trilli(n "y ?7% An e0+an$in* e-(n(&y, &i$$le

-lass, an$ te-n(l(*i-al inn(vati(ns are all -(ntri"!tin* t( tis *r(#t%

Te In$ian "ankin* In$!stry is in te &i$$le (' an IT rev(l!ti(n, F(-!sin*

(n te e0+ansi(n (' retail an$ r!ral "ankin*% Players are "e-(&in*

17


18/48

in-reasin*ly -!st(&er -entri- in teir a++r(a-, #i- as res!lte$ in

inn(vative &et($s (' (''erin* ne# "ankin* +r($!-ts an$ servi-es% Banks are

n(# realiin* te i&+(rtan-e (' "ein* a "i* +layer an$ are "e*innin* t(

'(-!s teir attenti(n (n &er*ers an$ a-!isiti(ns t( take a$vanta*e ('

e-(n(&ies (' s-ale an$J(r -(&+ly #it Basel II re*!lati(n%In$ian "ankin*

in$!stry assets are e0+e-te$ t( rea- US7 trilli(n "y ?7 an$ are +(ise$ t(

re-eive a *reater in'!si(n (' '(rei*n -a+ital,6 says Prati&a Ra1an, analyst in

CelentHs "ankin* *r(!+ an$ a!t(r (' te re+(rt% Te "ankin* in$!stry s(!l$

'(-!s (n avin* a s&all n!&"er (' lar*e +layers tat -an -(&+ete *l("ally rater

tan avin* a lar*e n!&"er (' 'ra*&ente$ +layers%L

18
http://www.celent.com/bios/PRajan.htmhttp://www.celent.com/bios/PRajan.htm


19/48

COMANY ROFILE

Ty+e Private, BSE 4 NSE, NYSE

F(!n$e$ 7>:: .as In$!strial -re$it an$ Invest&ent -(r+(rati(n (' In$ia/

2ea$!arters

ICICI Bank )t$%,ICICI Bank T(#ers,

Ban$raK!rla

M!&"ai, In$ia

Key +e(+le N Va*!l, K%V% Ka&at,Can$aK(-ar, V Vai$yanatan, Ma$a"iP!ri

In$!stry

Bankin*

Ins!ran-e

Ca+ital Marketsan$ allie$ in$!stries

Pr($!-ts )(ans, Cre$it Car$s, Savin*s, Invest&ent vei-les, Ins!ran-e et-%

Reven!e USD:% "illi(n

T(tal assets Rs% @,>>: "illi(n .US 7 "illi(n/ at Mar- @7, ?=%

19
http://en.wikipedia.org/wiki/K.V._Kamathhttp://en.wikipedia.org/wiki/Chanda_Kochharhttp://en.wikipedia.org/wiki/Chanda_Kochharhttp://en.wikipedia.org/wiki/Bankinghttp://en.wikipedia.org/wiki/Insurancehttp://en.wikipedia.org/wiki/Capital_Marketshttp://en.wikipedia.org/wiki/Credit_Cardhttp://en.wikipedia.org/wiki/Revenuehttp://en.wikipedia.org/wiki/USDhttp://en.wikipedia.org/wiki/Assetshttp://en.wikipedia.org/wiki/K.V._Kamathhttp://en.wikipedia.org/wiki/Chanda_Kochharhttp://en.wikipedia.org/wiki/Bankinghttp://en.wikipedia.org/wiki/Insurancehttp://en.wikipedia.org/wiki/Capital_Marketshttp://en.wikipedia.org/wiki/Credit_Cardhttp://en.wikipedia.org/wiki/Revenuehttp://en.wikipedia.org/wiki/USDhttp://en.wikipedia.org/wiki/Assets


20/48

O=ER=IEW

ICICI B'n .'(r&erly Inustri'( Creit 'n In-estment C!rp!r'ti!n !)

Ini'/7 ICICI )i&ite$ #as esta"lise$ in 7>:: "y te G(rl$ Bank, te

5(vern&ent (' In$ia an$ te In$ian In$!stry, '(r te +r(&(ti(n (' in$!strial

$evel(+&ent in In$ia "y *ivin* +r(1e-t an$ -(r+(rate 'inan-e t( te in$!stries in

In$ia% ICICI Bank as *r(#n 'r(& a $evel(+&ent "ank t( a 'inan-ial

-(n*l(&erate an$ as "e-(&e (ne (' te lar*est +!"li- 'inan-ial instit!ti(ns in

In$ia% ICICI Bank as 'inan-e$ all te &a1(r se-t(rs (' te e-(n(&y, -(verin*

;,== -(&+anies an$ 7;,=:7 +r(1e-ts% As (' Mar- @7, ?, ICICI a$ $is"!rse$

a t(tal (' Rs%7,7@,


21/48

ICICI Bank -!rrently as s!"si$iaries in te Unite$ Kin*$(&, R!ssia an$

Cana$a, "ran-es in Sin*a+(re, Barain, 2(n* K(n*, Sri )anka an$ D!"ai

Internati(nal Finan-e Center an$ re+resentative (''i-es in te Unite$ States,

Unite$ Ara" E&irates, Cina, S(!t A'ri-a an$ Ban*la$es% O!r UK s!"si$iary

as esta"lise$ a "ran- in Bel*i!&% ICICI Bank is te &(st val!a"le "ank in

In$ia in ter&s (' &arket -a+italiati(n%

BUSINESS OB:ECTI=ES

=isi!n

T( "e te lea$in* +r(vi$er (' 'inan-ial servi-es in In$ia an$ a &a1(r *l("al "ank%

Missi!n

Ge #ill levera*e (!r +e(+le, te-n(l(*y, s+ee$ an$ 'inan-ial -a+ital t("e te "anker (' 'irst -(i-e '(r (!r -!st(&ers "y $eliverin* i* !ality, #(rl$

-lass

Ser-i#e%

E0+an$ te 'r(ntiers (' (!r "!siness *l("ally% Play a +r(a-tive r(le in te '!ll realiati(n (' In$ia3s +(tential%

&aintain a ealty 'inan-ial +r('ile an$ $iversi'y (!r earnin*s a-r(ss"!sinesses an$ *e(*ra+ies%

Maintain i* stan$ar$s (' *(vernan-e an$ eti-s%

C(ntri"!te +(sitively t( te vari(!s -(!ntries an$ &arkets in #i- #e(+erate%

Create val!e '(r (!r stake(l$ers%

21
http://en.wikipedia.org/wiki/File:Icici-bandra_kurla_complex.jpg


22/48

r!u#t 'n Ser-i#es

Servi-e an$ "ankin* (' ICICI "ank -ate*(rie$ in t( +ers(nal "ankin*, "!siness

"ankin* an$ NRI "ankin* servi-es%

ers!n'( %'nin8@De+(sit in '(r& (' savin*, re-!rrin*, ter& $e+(sit, seni(r

-itien $e+(sit an$ -il$ren $e+(sit(ry a--(!nt are tere '(r in$ivi$!al -!st(&er

-an als( avail (' teir (!sin*, a!t(&("ile, 'ar& e!i+&ent, "!siness (r +ers(nal

l(an s-e&e% Pers(nal -lient -an als( invest in &!t!al '!n$s an$ +arti-i+ate in

st(-k tra$in* tr(!* ICICI "ank%

Business %'nin8 B!siness "ankin* servi-es (' ICICI Bank are e0a!stive%

Pr(1e-t 'inan-in*, $eal assess&ent, an$ lan$ eval!ati(n are invest&ent "ankin*

servi-es (''ere$ t( -(r+(rate -lients% 5l("al tra$e an$ -as &ana*e&ent

transa-ti(n servi-es 'a-ilitate re&ittan-es an$ re-ei+ts a-r(ss i&+(rtant -ities%

Ca+ital &arket an$ -!st($ial servi-es ena"le "!siness (!ses t( +arti-i+ate in

e!ity tra$in* an$ trans'er a-r(ss &a1(r st(-k &arkets (' #(rl$%

Cust!mer

ICICI "ank tar*ets all se*&ent (' -!st(&er #it vari(!s ty+es (' +r($!-ts an$

servi-es% I intera-te$ #it a l(t (' -!st(&ers an$ -(lle-t teir 'ee$"a-k (n te

*iven servi-es (' -(&+any, an$ 'ee$"a-k are +(sitive res+(nse 'r(& all +(int ('

vie#% C!st(&ers are "ene'i-iary 'r(& "(t si$es &(netary as #ell as n(n

&(netary% Te "ank tar*ets t( a$$ nearly :, -!st(&ers !n$er te ne#

s-e&e in te ne0t (ne year an$ +lans t( (''er a!t( l(ans tr(!* te ne# (nline

-annel in te '!t!re, ICICI BankHs E0e-!tive Dire-t(r, Vai$yanatan, sai$ ere%

As (' n(#, nearly ? +er -ent (' (!r -!st(&er transa-ti(ns are a++enin* tr(!*

internet% Ge are +ri&arily tar*etin* (!r !r"an -!st(&ers, #( -(nstit!te nearly


23/48

Pr(te-t an$ $e'en$ ICICI "ankHs (r its a''iliates ri*ts, interests (r +r(+erty

En'(r-e te ter&s an$ -(n$iti(ns (' te +r($!-ts (r servi-es (r

A-t t( +r(te-t te interests (' ICICI "ank, its a''iliates, (r its &e&"ers,-(nstit!ents (r (' (ter +ers(ns%

ICICI ruenti'( Li)e Insur'n#e C!mp'n. Limite

ICICI Pr!$ential li'e Ins!ran-e C(&+any )i&ite$ #as in-(r+(rate$ (n ?t 9!ly

?%Te a!t(rie$ -a+ital (' te -(&+any is Rs%?@ &illi(n an$ te +ai$ !+

-a+ital is Rs%7: &illi(n% Te -(&+any is 1(int vent!re (' ICICI .


24/48

Mana*e&ent Tea&Ms% Sika Sar&a, Mana*in* Dire-t(rMr% Kevin Gri*t, E0e-!tive Vi-e Presi$ent Sales 4 Distri"!ti(n

C!rp!r'te O))i#e0

ICCI Pr!li'e T(#ers,7=>, A++asaa"MarateMar*,Pra"a$evi,M!&"ai ?:%Ge"site ###%i-i-i+r!li'e%-(&

ICICI GROU

ICICI =ENTURE

ICICI Vent!re is te lar*est an$ (ne (' te &(st s!--ess'!l +rivate e!ity an$

Vent!re -a+ital &ana*e&ent -(&+anies in In$ia #it a**re*ate '!n$s !n$er

Mana*e&ent in e0-ess (' USD ? "illi(n% ICICI Vent!re is a s!"si$iary (' ICICI

24
http://www.iciciprulife.com/http://www.iciciprulife.com/


25/48

Bank, In$ia3s se-(n$lar*est "ank #it t(tal assets (' a"(!t US :;%@ "n .Mar-

@7, ?;/ an$ &arket -a+italiati(n (' a"(!t USD 7%= "n .9!ne ?;/%

Over te years, ICICI Vent!re as "!ilt an envia"le +(rt'(li( (' -(&+anies in

te se-t(rs (' in'(r&ati(n te-n(l(*y, +ar&a-e!ti-als, "i(te-n(l(*y, &e$ia an$

retail tere"y $eliverin* val!e -(nsistently t( its invest(rs%

ICICI Vent!re as te $istin-ti(n (' &ana*in* a lar*e n!&"er (' e0its in te

C(!ntry% Git (ver 7 li!i$ity events, te (r*aniati(n as rea+e$ ri-

E0+erien-e an$ is #ell +(siti(ne$ t( an$le IPOs, strate*i- sale an$J(r &er*ers%

ICICI SECURITIES Ini's Le'in8 In-estment B'n

ICICI Se-!rities )i&ite$ is In$ia3s lea$in* '!ll servi-e invest&ent "ank #it a

D(&inant +(siti(n in all se*&ents (' its (+erati(ns C(r+(rate Finan-e, Fi0e$

In-(&e an$ E!ities% It is a s!"si$iary (' ICICI Bank, te lar*est +rivate se-t(r

"ank in In$ia an$ (+erates (!t (' M!&"ai #it (''i-es in Ne# Deli, Cennai,

K(lkata, Ne# Y(rk, )(n$(n an$ Sin*a+(re% Un$er te a"le lea$ersi+ (' Mr% S%

M!ker1i, Mana*in* Dire-t(r an$ CEO, ICICI Se-!rities -(ntin!es t( *r(# as

re'le-te$ in its +er'(r&an-e (ver te +ast -(!+le (' years%

Te C(r+(rate Finan-e tea& as -(nsistently "een a&(n* te t(+ +layers in

M4As an$ '!n$ raisin* 'r(& $(&esti- an$ internati(nal -a+ital &arkets% Te

E!ities tea& is a &a1(r In$ian "r(kera*e (!se an$ its resear- -(vers (ver >

(' Sense0 &arket -a+italiati(n% Te "(n$ resear- (' te Fi0e$ In-(&e tea& is a

"en-&ark '(r te in$!stry%

25


26/48

ICICI B'n r!u#t & Cust!mer Se8ment0

ERSONAL BAN9ING

L!'n r!u#t ;ep!sit r!u#t In-estment & Insur'n#e

A!t( )(an

)(an A*ainstSe-!rity

)(an A*ainst

Pr(+erty

Pers(nal l(an

Cre$it -ar$

?#eeler l(an

C(&&er-ial

vei-les 'inan-e

2(&e l(ans Retail "!siness

"ankin*

Tra-t(r l(an

G(rkin* Ca+ital

Finan-e

C(nstr!-ti(n

E!i+&entFinan-e

2ealt CareFinan-e

E$!-ati(n )(an

5(l$ )(an

Savin* aJ-

C!rrent aJ- Fi0e$ $e+(sit

De&at aJ-

Sa'e De+(sit

)(-kers

M!t!al F!n$

B(n$s Kn(#le$*e Centre

Ins!ran-e

5eneral an$ 2ealt

Ins!ran-e

E!ity an$

Derivatives

M!$ra 5(l$ Bar

26


27/48

RO;UCT

ICICI Bank (''ers #i$e variety (' De+(sit Pr($!-ts t( s!it y(!r re!ire&ents%

C(!+le$ #it -(nvenien-e (' net#(rke$ "ran-esJ ATMs an$ 'a-ility (' E

-annels like Internet an$ M("ile Bankin*, ICICI Bank "rin*s "ankin* at y(!r

$((rste+% Sele-t any (' (!r $e+(sit +r($!-ts an$ +r(vi$e y(!r $etails (nline an$

(!r re+resentative #ill -(nta-t y(! '(r A--(!nt O+enin*%

SA=ING ACCOUNTS

ICICI Bank (''ers y(! a +(#er +a-ke$ Savin*s A--(!nt #it a (st

(' -(nvenient 'eat!res an$ "ankin* -annels t( transa-t tr(!*% S(

n(# y(! -an "ank at y(!r -(nvenien-e, #it(!t te stress (' #aitin*

in !e!es

SENIOR CITIEN SER=ICES

Ge !n$erstan$ tat as y(! reate a*e t( retire, y(! $( ave

-ertain -(n-erns #eter y(!r ar$ earne$ &(ney is sa'e an$

se-!re #eter y(!r invest&ents *ive y(! te kin$ (' ret!rns

tat y(! nee$% TatHs #y #e ave an i$eal Bankin* Servi-e '(r t(se #( are ;

years an$ a"(ve% Te Seni(r Citien Servi-es 'r(& ICICI Bank as several

a$vanta*es tat are tail(re$ t( "rin* &(re -(nvenien-e an$ en1(y&ent in y(!r li'e%

YOUNG STARS

27


28/48

ItHs really i&+(rtant t( el+ -il$ren learn te val!e (' 'inan-es an$ &(ney

&ana*e&ent at an early a*e% Bankin* is a seri(!s "!siness, "!t #e &ake "ankin* a

+leas!re an$ at te sa&e ti&e -il$ren learn (# t( &ana*e teir +ers(nal

'inan-es%

FI>E; ;EOSITS

Sa'ety, Fle0i"ility, )i!i$ity an$ Ret!rnsQQQQ A -(&"inati(n ('

!n"eata"le 'eat!res (' te Fi0e$ De+(sit 'r(& ICICI Bank%

RECURRING ;EOSITS

Gen e0+enses are i*, y(! &ay n(t ave a$e!ate '!n$s t( &ake "i*

invest&ents% B!t si&+ly *(in* aea$ #it(!t savin* '(r te '!t!re is n(t

an (+ti(n '(r y(!% Tr(!* ICICI Bank Re-!rrin* De+(sit y(! -an invest

s&all a&(!nts (' &(ney every &(nt tat en$s !+ #it a lar*e savin* (n

&at!rity% S( y(! en1(y t#in a$vanta*es a''(r$a"ility an$ i*er earnin*s

HO"E #OAN

Te N(% 7 2(&e )(ans Pr(vi$er in te -(!ntry, ICICI Bank 2(&e

)(ans (''ers s(&e !n"eata"le "ene'its t( its -!st(&ers D((rste+

Servi-e, Si&+li'ie$ D(-!&entati(n an$ 5!i$an-e tr(!*(!t te

Pr(-ess% ItHs really easyQ

ERSONAL LOANS

I' y(!Hre l((kin* '(r a +ers(nal l(an tatHs easy t( *et, y(!r sear-

en$s ere% ICICI Bank Pers(nal )(ans are easy t( *et an$ a"s(l!tely

28


29/48

assle 'ree% Git &ini&!& $(-!&entati(n y(! -an n(# se-!re a l(an '(r an

a&(!nt !+ t( Rs% 7: laks

CAR LOAN

Te NO 7 'inan-ier '(r -ar l(ans in te -(!ntry%Net#(rk (' &(re

tan 7: -annel +artners in (ver (' te On R(a$ C(st (' te vei-le, re+aya"le in -(nvenient

re+ay&ent (+ti(ns an$ -(&'(rta"le ten(rs 'r(& ; &(nts t( @; &(nts% Ri$e

(&e (n y(!r Drea& T#( Geeler #it (!r assle 'ree 'inan-e%

FARM EDUIMENT LOANS

Pre'erre$ 'inan-ier '(r al&(st all lea$in* tra-t(r &an!'a-t!rers in

te -(!ntry% Fle0i"le re+ay&ent (+ti(ns in tan$e& #it te 'ar&erHs

29


30/48

seas(nal li!i$ity% M(ntly, !arterly an$ 2al'yearly re+ay&ent +atterns t(

-((se 'r(&% C(&'(rta"le re+ay&ent ten!res 'r(& 7 year t( > year

CRE;IT CAR;S

ICICI Bank Cre$it Car$s *ive y(! te 'a-ility (' -as, -(nvenien-e

an$ a ran*e (' "ene'its, any#ere in te #(rl$% Tese "ene'its ran*e

'r(& li'e ti&e 'ree -ar$s, Ins!ran-e "ene'its, *l("al e&er*en-y

assistan-e servi-e, $is-(!nts, !tility +ay&ents, travel $is-(!nts an$ &!- &(re%

;EBIT CAR;S

Te ICICI Bank De"it Car$ is a rev(l!ti(nary '(r& (' -as tat

all(#s -!st(&ers t( a--ess teir "ank a--(!nt ar(!n$ te -l(-k,

ar(!n$ te #(rl$% Te ICICI Bank De"it Car$ -an "e !se$ '(r

s(++in* at &(re tan 7, &er-ants in In$ia an$ 7@ &illi(n &er-ants

#(rl$#i$e%

TRA=EL CAR;

Presentin* ICICI Bank Travel Car$%Te 2assle Free #ay t( Travel

te #(rl$% Travelin* #it US D(llar, E!r(, P(!n$ Sterlin* (r S#iss

Fran-s )((kin* '(r se-!rity an$ -(nvenien-e take ICICI Bank

Travel Car$% Iss!e$ in $!+li-ate% O''ers te Pin "ase$ se-!rity% 2as te

-(nvenien-e (' !sa*e (' Cre$it (r De"it -ar$%

RE AI; CAR;S

ICICI Bank "rin*s t( y(! a -(&+lete "(!!et (' +re+ai$ -ar$s

+r(vi$in* +ay&ent s(l!ti(ns at y(!r 'in*erti+s% ICICI Bank +re+ai$

-ar$s are a sa'e 4 -(nvenient #ay '(r ass(-iate +ay&ents,

30


31/48

$is"!rse&ents, *i'tin* 4 s&all ti-ket transa-ti(ns% Pre+ai$ -ar$s are availa"le (n

a VISA +lat'(r& t!s +r(vi$in* a--essi"ility t( (ver (ne lak &er-ant

esta"lis&ents 4 -as #it$ra#al 'r(& all VISA ATMs in In$ia%

In-estments

At ICICI Bank, #e -are a"(!t all y(!r nee$s% Al(n* #it De+(sit +r($!-ts an$

)(an (''erin*s, ICICI Bank assists y(! t( &ana*e y(!r 'inan-es "y +r(vi$in*

vari(!s invest&ent (+ti(ns ran*in* 'r(& ICICI Bank Ta0 Savin* B(n$s t( E!ity

Invest&ents tr(!* Initial P!"li- O''ers an$ Invest&ent in P!re 5(l$% ICICI

Bank 'a-ilitates '(ll(#in* invest&ent +r($!-ts

ICICI Bank Ta0 Savin* B(n$s

5(vern&ent (' In$ia B(n$s

Invest&ent in M!t!al F!n$s

Initial P!"li- O''ers "y C(r+(rate

Invest&ent in LP!re 5(l$L

F(rei*n E0-an*e Servi-es

Seni(r Citiens Savin*s S-e&e, ?

Y(! -an invest in a"(ve +r($!-ts tr(!* any (' (!r "ran-es% F(r sele-t +r($!-ts

ICICI Bank als( +r(vi$es te ease (' investin* tr(!* ele-tr(ni- -annels like

ATMs an$ Internet .ICICI$ire-t%-(&/

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STRENGHTS

7/ On(ine Ser-i#es ICICI Bank +r(vi$es (nline servi-es (' all it3s "ankin*

'a-ilities% It als( +r(vi$es DMart a--(!nt 'a-ilities (nline, s( a +ers(n -an a--ess

is a--(!nt 'r(& any#ere e is%

DMart is a $e&aterialie$ a--(!nt (+ene$ "y a salarie$ +ers(n '(r

+!r-ase 4 sale (' sares (' $i''erent -(&+anies%

?/ A-'n#e In)r'stru#ture Bran-es (' ICICI Bank are #ell e!i++e$ #it

a$van-e$ te-n(l(*y t( +r(vi$e te -!st(&ers #it taster "ankin* servi-es% Allte -(&+!terie$ &a-ines are l(-ate$ in s!ita"le &anner 4 are very !se'!l t( te

-!st(&ers 4 sta'' (' te "ank%

@/ Frien(. St'))0Te sta'' (' ICICI Bank in all "ran-es is very 'rien$ly 4 el+

te -!st(&ers in all -ases% Tey +r(vi$e 'aster servi-es al(n* #it "(n$in* 4

+ers(nal relati(nsi+ #it te -!st(&ers%

/ 54 hrs7 B'nin8 ser-i#es0C(&+are$ t( (ter "ank ICICI "ank +r(vi$es l(n*

rs% (' servi-es i%e% == servi-es t( te -!st(&ers% Tis servi-e is (ne (' it3s kin$ 4

is very el+'!l '(r te -!st(&ers #( are in !r*ent nee$ (' &(ney%

:/ Other F'#i(ities t! the Cust!mers & Emp(!.ees0ICICI Bank als( +r(vi$es

(ter 'a-ilities like $rinkin* #ater 'a-ilities, +r(+er sittin* arran*e&ents t( te

-!st(&ers% An$ tere are als( +r(+er Ventilati(n 4 sanitary 'a-ilities '(r te

e&+l(yees (' te "ank%

;/ L'te ni8ht ATM ser-i#es0 ICICI "ank +r(vi$es late ni*t ATM servi-es t( te

-!st(&ers% Te ATM -enters (' ICICI "ank #(rks even a'ter 77+&% at ni*t in

-ertain "ran-es%

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We'ness

7/ Hi8h B'n Ser-i#e Ch'r8es0ICICI "ank -ar*es i*ly t( -!st(&ers '(r

te servi-es +r(vi$e$ "y te& #en -(&+are$ t( (ter "ank 4 tat is #y it is

(nly in te rea- (' i*er -lass (' s(-iety%

?/ Less Creit eri!0ICICI "ank +r(vi$es -re$it 'a-ilities "!t (nly !+t(

li&ite$ +eri($% Even #en te -re$it +eri($ is n(t (ver it sen$s re&in$er letters

t( te -!st(&ers #i- &ay ann(y te&%

OORTUNITIES

7/ B'n Insur'n#e ser-i#es0Te "ank s(!l$ als( +r(vi$e ins!ran-e servi-es%

Tat &eans te "ank -an ave a tie!+ #it a ins!ran-e -(&+any% Te "ank #ill

a$vertise 4 +r(&(te te $i''erent +(li-ies intr($!-e$ "y te ins!ran-e -(&+any 4

-(nvin-e teir -!st(&ers t( "!y ins!ran-e +(li-ies%

?/ In#re'se in per#ent'8e !) Returns !n in#re'se0 Te "ank s(!l$ +r(vi$e

i*er ret!rns (n $e+(sits in -(&+aris(n (' te +resent sit!ati(n% Tis #ill als(

!+t( lar*e e0tent el+ te "ank earn +r('its 4 +(+!larity%

@/ Re#ruit pr!)essi!n'((. 8uie stuents0Bank 4 Ins!ran-e is a s+e-ial n(n

ai$ -(!rse #ere te st!$ents s+e-ialie in te '!n-ti(nin* 4 servi-es (' te "ank4 als( are kn(#le$*e a"(!t vari(!s ta0 +(li-ies% Te "ank -an re-r!it tese

st!$ents tr(!* tie!+s #it -(lle*es% S!- st!$ents #ill s!rely +r(ve as an asset

t( te "ank%

33


34/48

/ Ass!#i'te +ith s!#i'( #'use0 Te "ank -an als( ass(-iate itsel' #it s(-ial

-a!ses like +r(vi$in* relie' ai$ +atients, '!n$in* t(#ar$s nat!ral -ala&ities% B!t

tis 'alls in te t!a$rant s( te "ank s(!l$ ne*le-t it%

THREATS

7/ C!mpetiti!n ICICI Bank is 'a-in* ti*t -(&+etiti(n l(-ally as #ell as

internati(nally% Bank like CITI Bank, 2SBC, ABM, Stan$ar$ Cartere$, 2DFC

als( +r(vi$e e!ivalent 'a-ilities like ICICI $( an$ als( ICICI $( n(t ave

-(nsisten-y in its internati(nal (+erati(n%

?/ Net Ser-i#es0ICICI Bank +r(vi$es all kin$ (' servi-es (nline% Tere -an "e

easy a--ess t( te e&ail i$s (' te -!st(&ers tr(!* #r(n* +e(+le% Te

-(n'i$ential in'(r&ati(n (' te -!st(&ers -an "e leake$ easily tr(!* te e&ail

i$s%

@/ ;e#entr'(i?e M'n'8ement0Ea- "ran- &ana*er is *iven te a!t(rity ('

takin* $e-isi(ns in teir res+e-tive "ran-es% Te $e-isi(ns &a$e "y $i''erent

&ana*ers are $iverse an$ any (ne #r(n* $e-isi(n -an lai$ t( eavy l(sses t( te

"ank%

/ N! r!per F'#i(ities t! Uneu#'te #ust!mers0ICICI Bank +r(vi$es all

servi-es tr(!* ele-tr(ni- -(&+!terie$ &a-ines% Tis -reates +r("le&s t( te

less e$!-ate$ +e(+le% B!t tis treat 'alls in te t!a$rant s( its ne*li*i"le% Te

-(&+any -an av(i$ tis treat%

34


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COMANY EFFORTS TO ENSURE CUSTOMER SATISFACTION

Cust!mer S'tis)'#ti!n0

C!st(&er satis'a-ti(n is e!ivalent t( &akin* s!re tat +r($!-t an$ servi-e

+er'(r&an-e &eets -!st(&er e0+e-tati(ns% It is te +er-e+ti(n (' te -!st(&er tat

te (!t-(&e (' a "!siness transa-ti(n is e!al t( (r *reater tan isJer

e0+e-tati(n% C!st(&er satis'a-ti(n (--!rs #en te a-!isiti(n (' +r($!-ts an$ J(r

servi-es +r(vi$es a &ini&!& ne*ative $e+art!re 'r(& e0+e-tati(ns #en

-(&+are$ #it (ter a-!isiti(ns an$ #en te &ar*inal !tility (' a transa-ti(n is

e!al t( (r *reater tan +re-e$in* a-!isiti(ns%

C!st(&er satis'a-ti(n (--!rs #en te +er-e+ti(n (' te re#ar$ 'r(& te +!r-ase

(' *(($s (r servi-es "y te -!st(&er &eets (r e0-ee$s isJer +er-eive$ sa-ri'i-e%

Te +er-e+ti(n is a -(nse!en-e (' &at-in* +ast +!r-ase an$ -(ns!&+ti(n

e0+erien-e #it te -!rrent +!r-ase%

Cust!mer Ser-i#e 'n S'tis)'#ti!n0

Gen #e talk a"(!t -!st(&er servi-e an$J(r satis'a-ti(n, #e talk a"(!t -reativity%

Creativity all(#s !s t( an$le (r $i''!se +r("le&s at an$ (r later (n rater in te

+r(-ess (' -(n$!-tin* te every$ay "!siness% Ge talk a"(!t (#, (r #at, $(es

te (r*aniati(n ave t( $( t( *ain n(t (nly te sale "!t als( te l(yalty (' te

-!st(&er% Ge #ant t( kn(# te +ay('' (' te transa-ti(n "(t in te s(rt an$

l(n* ter&% Ge #ant t( kn(# #at (!r -!st(&ers Gant Ge #ant t( kn(# i' (!r

-!st(&ers are satis'ie$% Satis'a-ti(n, O' -(!rse, &eans tat #at #e $elivere$ t( a

-!st(&er &et te -!st(&er3s A++r(val% Ge #ant t( kn(# i' -!st(&ers are

$eli*te$ an$ #illin* t( -(&e

E&+l(yees &!st a$ere t( a ri*i$ -ain (' -(&&an$

E&+l(yees are -l(sely s!+ervise$

C(n'li-tin #atever '(r&is n(t all(#e$

Re#ar$s are "ase$ (n -arr(tan$sti-k +rin-i+les

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Gr(n* ("1e-tives are &eas!re%

Le-e( 5,E0+e-tati(ns are very si&+le an$ take te '(r& (' ass!&+ti(ns, &!st

ave, (r take it '(r *rante$% F(r e0a&+le, I e0+e-t te airline t( "e a"le t( take ('',

'ly t( &y $estinati(n, an$ lan$ sa'ely% I e0+e-t t( *et te -(rre-t "l(($ '(r &y

"l(($ trans'!si(n an$ I e0+e-t te "ank t( $e+(sit &y &(ney t( &y a--(!nt an$ t(kee+ a -(rre-t tally '(r &e%

Le-e( 4%E0+e-tati(ns are a ste+ i*er tan tat (' level 7 an$ tey re!ire s(&e

'(r& (' satis'a-ti(n tr(!* &eetin* te re!ire&ents an$J(r s+e-i'i-ati(ns% F(r

e0a&+le, I e0+e-t t( "e treate$ -(!rte(!sly "y all airline +ers(nnel% I #ent t( te

(s+ital e0+e-tin* t( ave &y ernia re+aire$, t( "e in s(&e +ain a'ter it #as

$(ne, t( "e (!t (n te sa&e $ay, an$ t( re-eive a -(rre-t"ill% An$ I #ent t( te

"ank e0+e-tin* te "ank teller t( "e 'rien$ly, in'(r&ative, an$ el+'!l #it &y

transa-ti(ns%

Cust!mer s'tis)'#ti!n sur-e.s he(p t!0

I&+r(ve -!st(&er, -lient, (r e&+l(yee l(yalty%

Rea-t !i-kly t( -an*es in te &arket%

I$enti'y an$ -a+italie (n (++(rt!nities%

Beat te -(&+etiti(n%

Retain (r *ain &arket sare%

In-rease reven!e%

Re$!-e -(sts%

COMANYS EFFORT TO ENSURE SATISFACTION OF CUSTOMERS0

O%"e#ti-es !) ICICI

Pr(&(te *(($ an$ 'air "ankin* +ra-ti-es "y settin* &ini&!&

stan$ar$s in $ealin* #it y(!

In-rease trans+aren-y s( tat y(! -an ave a "etter !n$erstan$in* ('

#at y(! -an reas(na"ly e0+e-t (' te servi-es

En-(!ra*e &arket '(r-es, tr(!* -(&+etiti(n, t( a-ieve i*er

(+eratin* stan$ar$s

36


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Pr(&(te a 'air an$ -(r$ial relati(nsi+ "et#een y(! an$ y(!r "ank

F(ster -(n'i$en-e in te "ankin* syste&

T( 2el+ Y(! T( Un$erstan$ 2(# O!r Finan-ial Pr($!-ts An$ Servi-es G(rk By

5ivin* y(! in'(r&ati(n a"(!t te& in any (ne (r &(re (' te '(ll(#in*lan*!a*es 2in$i, En*lis (r te a++r(+riate l(-al lan*!a*e%

Ens!rin* tat (!r a$vertisin* an$ +r(&(ti(nal literat!re is -lear an$ n(t

&islea$in*

Ens!rin* tat y(! are *iven -lear in'(r&ati(n a"(!t (!r +r($!-ts an$

servi-es, te ter&s an$ -(n$iti(ns an$ te interest ratesJservi-e -ar*es,

#i- a++ly t( te&%

5ivin* y(! in'(r&ati(n (n #at are te "ene'its t( y(!, (# y(! -an avail(' te "ene'its, #at are teir 'inan-ial i&+li-ati(ns an$ #(& y(! -an

-(nta-t '(r a$$ressin* y(! !eries%

T! He(p Y!u Use Y!ur A##!unt Or Ser-i#e B.0

Pr(vi$in* y(! re*!lar a++r(+riate !+$ates%

Kee+in* y(! in'(r&e$ a"(!t -an*es in te interest rates, -ar*es (r ter&s

an$ -(n$iti(ns%

In)!rm'ti!n

Y(! -an *et in'(r&ati(n (n interest rates, -(&&(n 'ees an$ -ar*es tr(!* any

(ne (' te '(ll(#in*

)((kin* at te n(ti-es in (!r "ran-es

P(nin* (!r "ran-es (r el+lines

)((kin* (n (!r #e"site

Askin* (!r $esi*nate$ sta''Jel+ $esk (r

Re'errin* t( te servi-e *!i$eJT'ri)) S#heu(e7

Be)!re Y!u Be#!me ' Cust!mer +e +i((0

*ive y(! -lear in'(r&ati(n e0+lainin* te key 'eat!res (' te servi-es an$

+r($!-ts y(! tell !s y(! are intereste$ in

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*ive y(! in'(r&ati(n (n any ty+e (' +r($!-ts an$ servi-es #i- #e (''er

an$ tat &ay s!it y(!r nee$s

tell y(! i' #e (''er +r($!-ts an$ servi-es in &(re tan (ne #ay '(r

e0a&+le, tr(!*

ATMs, (n te Internet, (ver te +(ne, in "ran-es an$ s( (n an$ tell y(!

(# t( 'in$ (!t &(re a"(!t te&

tell y(! #at in'(r&ati(n #e nee$ 'r(& y(! t( +r(ve y(!r i$entity an$

a$$ress, '(r !s t( -(&+ly #it le*al, re*!lat(ry an$ internal +(li-y

re!ire&ents%

A-ertisin8, M'retin8 'n S'(es

Ge #ill &ake s!re tat all a$vertisin* an$ +r(&(ti(nal &aterial is -lear,

an$ n(t &islea$in*%

In any a$vertisin* in any &e$ia an$ +r(&(ti(nal literat!re tat $ra#s

attenti(n t( "ankin* servi-e (r +r($!-t an$ in-l!$es a re'eren-e t( an

interest rate, #e #ill als( in$i-ate #eter (ter 'ees an$ -ar*es #ill a++ly

an$ tat '!ll $etails (' te relevant ter&s an$ -(n$iti(ns are availa"le (n

re!est%

I' #e avail (' te servi-es (' tir$ +arties '(r +r(vi$in* s!++(rt servi-es, #e

#ill re!ire tat s!- tir$ +arties an$le y(!r +ers(nal in'(r&ati(n .i' anyavaila"le t( s!- tir$ +arties/ #it te sa&e $e*ree (' -(n'i$entiality an$

se#urit. as #e #(!l$%

Ge &ay, 'r(& ti&e t( ti&e, -(&&!ni-ate t( y(! vari(!s 'eat!res (' (!r

+r($!-ts availe$ "y y(!% In'(r&ati(n a"(!t (!r (ter +r($!-ts (r

+r(&(ti(nal (''ers in res+e-t (' (!r +r($!-tsJservi-es, #ill "e -(nveye$ t(

y(! (nly i' y(! ave *iven y(!r -(nsent t( re-eive s!- in'(r&ati(nJ

servi-e eiter "y &ail (r "y re*isterin* '(r te sa&e (n (!r #e"site (r (n

(!r +(ne "ankin*J-!st(&er servi-e n!&"er%

ri-'#. 'n C!n)ienti'(it.

Ge #ill treat all y(!r +ers(nal in'(r&ati(n as +rivate an$ -(n'i$ential even

#en y(! are n( l(n*er a -!st(&er, an$ sall "e *!i$e$ "y te '(ll(#in*

+rin-i+les an$ +(li-ies%

38


39/48

;ATA ANALYSIS AN; INTERRETATION

50@Whi#h !) the )!((!+in8 'ttri%utes #!mpe((e .!u t! m!st !pen s'-in8

'##!unt in 'n. %'n

39


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$:%&hich t'(e of )er*ice (refer) the +o)t ,' 'ou-

.:%&hich of follo/ing ,an0) do 'ou ha*e account-

40


41/48

1:%/hat t'(e of account do 'ou ha*e in ,an0-

41


42/48

2:%Ho/ +an' )er*ice) offered ,' 'our ,an0) ha*e ,een U)e ,' 'ou-

19

2722

47

0

10

20

30

40

50

Demat A/C Matual Fund E- transactin !" # $"

Customer Using Services Offered by Their

Bank

Custmer %sin& 'er(ices

)**ered +, .eir an

FIN;INGS

42


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7% It #as '(!n$ 'r(& te st!$y tat "ank "elieves in !ality servi-e rater tan

!antity (' servi-e%

?% Te (''i-ials e&+l(ye$ are very &!- ent!siasti- a"(!t teir 1("%

@% Te (''i-ials try t( &ake "est relati(n #it te -!st(&ers%

% Tere is se+arate -(!nter '(r NRI servi-es%

:% Te li&it (' -as va!lt is Rs% 7, , '(r a $ay%

;% Te re*isters an$ 'iles are &aintaine$ (n a $aily "asis%


44/48

A% Best +lay in a "!(yant envir(n&ent Fav(ra"le &a-r(, "!(yant Market relate$

reven!es an$ a "eni*n envir(n&ent '(r asset !ality%

7X ICICI as a +layer '(-!se$ (n &aintainin* an$ J(r i&+r(vin* Market sare in

key "!siness se*&ents, +arti-!larly retail len$in* Gill, in (!r vie#, "ene'it

i&&ensely '(r& a +(sitive (+eratin* Envir(n&ent%

?% ICICI is vie#e$ as it is "ene'ite$ 'r(& te +r(-y-li-ality e''e-t (' te

e-(n(&i- -y-le as its "(rr(#ers in te le*a-y +r(1e-t 'inan-in* A-tivity #itnesse$

teir $e"t servi-in* a"ility in-reasin* -(nsi$era"ly% It is "elieve$ tat te

+r('ita"ility (' tis se*&ent as i&+r(ve$ as a Res!lt (' l(#er l(an l(ss

+r(visi(ns an$ l(#er ta0a"le rates (' In-(&e 'r(& tis s(!r-e% E0+e-tati(ns are (n

te +r( -y-li-al "ene'it, t( -(ntin!e an$ en-e +r('ita"ility (' le*a-y len$in* t( "e

s!staine$ at levels seen earlier%

@% Market relate$ reven!es are "elieve$ t( -(ntri"!te 7 7: t( ICICIBHs

(+eratin* reven!es an$ ave "((ste$ its +re+r(visi(n R( AA% B!(yant

envir(n&ent t( s!stain te -(ntri"!ti(n 'r(& &arket relate$ reven!es is e0+e-te$

an$ en-e te (+eratin* +r('ita"ility%

% Pri-in* +(#er in -(ns!&er 'inan-in* se*&ent +r('ita"ility A*ainst +(tential

s(-ks%

:% ICICIB en1(ys a $(&inant &arket +(siti(n a-r(ss -!st(&er Cate*(ries in retail

len$in*% Te str(n* &arket +(siti(n an$ r("!st De&an$ '(r -(ns!&er 'inan-in*

vests si*ni'i-ant +ri-in* +(#er Git ICICIB is "elieve$ eiter "y all(#in* a ike

in len$in* rats, Ne*(tiatin* i*er s!"venti(n '(r& &an!'a-t!rers (' -!ttin*

Distri"!ti(n -(sts%

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CONCLUSION

T!s, ICICI as "een a"le t( !se te-n(l(*y t( +r(vi$e val!ea$$e$ servi-e t( its

-!st(&ers $!rin* te last 'e# years% F(r ICICI, te-n(l(*y is an inte*ral +art ('

teir "!siness% 2(#ever, teir (verall +r(*ress -(!l$ ave "een s&((ter "!t '(r

-ertain internal an$ e0trane(!s 'a-t(rs an$ als( a +ress!re (n s+rea$ $!e t( a

-(&+etitive &arket .Ann!al re+(rt, ? 7/% E"ankin* as "e-(&e a ne-essary

s!rvival #ea+(n an$ is '!n$a&entally -an*in* te "ankin* in$!stry #(rl$#i$e%

T($ay, te -li-k (' te &(!se (''ers -!st(&ers "ankin* servi-es at a &!- l(#er

-(st an$ als( e&+(#ers te& #it !n+re-e$ente$ 'ree$(& in -((sin* ven$(rs

'(r teir 'inan-ial servi-e nee$s% N( -(!ntry t($ay as a -(i-e #eter t(

i&+le&ent E"ankin* (r n(t *iven te *l("al an$ -(&+etitive nat!re (' te

e-(n(&y% ICICI ave t(+ *ra$e an$ -(nstantly tink (' ne# inn(vative

-!st(&ie$ +a-ka*es an$ servi-es t( re&ain -(&+etitive% Te invasi(n (' "ankin*

"y te-n(l(*y as -reate$ an in'(r&ati(n a*e an$ -(&&($itiati(n (' "ankin*

servi-es% ICICI ave -(&e t( realie tat s!rvival in te ne# ee-(n(&y $e+en$s(n $eliverin* s(&e (r all (' teir "ankin* servi-es (n te Internet #ile

-(ntin!in* t( s!++(rt teir tra$iti(nal in'rastr!-t!re% Te rise (' E"ankin* is

re$e'inin* "!siness relati(nsi+s an$ te &(st s!--ess'!l "anks #ill "e t(se tat

-an tr!ly stren*ten teir relati(nsi+ #it teir -!st(&ers% Git(!t any $(!"t, te

internati(nal s-(+e (' E"ankin* +r(vi$es ne# *r(#t +ers+e-tives an$ Internet

"!siness is a -atalyst '(r ne# te-n(l(*ies an$ ne# "!siness +r(-esses%

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BIBLIOGRAHY

###%r"i%(r*%in

###%&(ney-(ntr(l%-(&

###%nsein$ia%-(&

###%i-i-i"ank%-(&

E-(n(&i- ti&es

B!siness #(rl$

APPENDI8

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48/48

17 H!+ M'n. Ser-i#es O))ere B. Y!ur B'ns H'-e Been Use B. Y!u

;EMAT '# Mutu'( Fun E@Tr'ns'#ti!n LI&GI

THAN9ING YOU FOR SARRING YOUR =ALUABLE TIME AN;

THOUGHT7

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Project of Lipika Final