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TRAINING PROJECT REPORTTRAINING PROJECT REPORT

onon

BUYING BEHAVIOUR OFBUYING BEHAVIOUR OF

CUSTOMER IN FESTIVALCUSTOMER IN FESTIVAL

SESEASONSESEASON

Summer Training Project ReportSubmitted Towards the Partial Fulfillment of

BACHELOR OF BUSINESS ADMINISTRATION

(Affiliated to CCS UNIVERSITY MEERUT)

Academic Session

2007-2010

Guidance By:

MS. ARCHNA SUKHIJA

Faculty BBA

Submitted By:

SACHIN KUMAR

Roll No.9421642

FORTE INSTITUTE OF TECHNOLOGY

MEERUT


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DECLARATION

I MAYANK KAMBOJ a student of BBA VI Sem declare that the training project report

titled ANAYSIS OF SERVICES OF ICICI BANK is my original work and the same

has not been submitted for the award of any other diploma or degree.

Place: Meerut MAYANK KAMBOJ

Date:


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LIST OF CONTENTS

CHAPTER 1

OBJECTIVE AND SCOPE OF THE STUDY

CHAPTER 2

LITERATURE REVIEW/ INDUSTRY OVERVIEW

CHAPTER 3

RESEARCH METHODOLOGY

CHAPTER 4

USE AND IMPORTANCE OF THE STUDY

CHAPTER 5

DATA INTERPRETATION&ANALYSIS

CHAPTER 6

FINDINGS

CHAPTER 7

LIMITATIONS

CHAPTER 8

CONCLUSION

CHAPTER 9

RECOMMENDATION

APPENDIX:

BIBLIOGRAPHY


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SAMPLE QUESTIONAIRE

CHAPTER 1

OBJECTIVE AND SCOPE OF THE

STUDY


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CHAPTER 1

OBJECTIVE AND SCOPE OF THE STUDY

Objectives Of ICICI

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

with you

Increase transparency so that you can have a better understanding of what you can

reasonably expect of the services;

Encourage market forces, through competition, to achieve higher operating

standards;

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

Foster confidence in the banking system

Introduction

PUBLIC SECTOR BANKS

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

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

Banks, the United Bank of India Ltd., was formed in 1950 with the amalgamation of four

banks viz. Comilla Banking Corporation Ltd. (1914), Bengal Central Bank Ltd. (1918),

Comilla Union Bank Ltd. (1922) and Hooghly Bank Ltd. (1932).


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

NRI and Commercial banking services. OBC is implementing a GRAMEEN PROJECT

in Dehradun District (UP) and Hanumangarh District (Raiasthan) disbursing small loans.

This Public Sector Bank India has implemented 14 point action plan for strengthening of

credit delivery to women and has designated 5 branches as specialized branches for

women entrepreneurs.

The following are the list of Public Sector Banks in India

Allahabad Bank

Andhra Bank

Bank of Baroda

Bank of India

Bank of Maharastra

Canara Bank

Central Bank of India

Corporation Bank

Dena Bank

Indian Bank

Indian Overseas Bank

Oriental Bank of Commerce

Punjab & Sind Bank

Punjab National Bank
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Syndicate Bank

UCO Bank

Union Bank of India

United Bank of India

Vijaya Bank

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

State Bank of India

o State Bank of Bikaner & Jaipur

o State Bank of Hyderabad

o State Bank of Indore

o State Bank of Mysore

o State Bank of Saurastra

o State Bank of Travancore
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PRIVATE SECTOR BANKS

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

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

Bank. It is one of the fastest growing Bank Private Sector Banks in India. IDBI ranks the

tenth largest development bank in the world as Private Banks in India and has promoted a

world class institutions in India.

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

of India was Housing Development Finance Corporation Limited, to set up a bank in the

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

Industry. It was incorporated in August 1994 as HDFC Bank Limited with registered

office in Mumbai and commenced operations as Scheduled Commercial Bank in January

1995.

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

Bangalore has a pride of place for having the first branch inception in the year 1934.

With successive years of patronage and constantly setting new standards in banking, ING

Vysya Bank has many credits to its account.

List of Private Banks in India

Bank of Punjab

Bank of Rajasthan

Catholic Syrian Bank

Centurion Bank

City Union Bank

Dhanalakshmi Bank
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Development Credit Bank

Federal Bank

HDFC Bank

ICICI Bank

IDBI Bank

IndusInd Bank

ING Vysya Bank

Jammu & Kashmir Bank

Karnataka Bank

Karur Vysya Bank

Laxmi Vilas Bank

South Indian Bank

United Western Bank

UTI Bank
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CHAPTER 2

LITERATURE REVIEW/

INDUSTRY OVERVIEW


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CHAPTER 2

LITERATURE REVIEW/ INDUSTRY OVERVIEW

OVERVIEW

ICICI Bank (formerly Industrial Credit and Investment Corporation of India).

ICICI Limited, was established in 1955 by the World Bank, the Government of India and

the Indian Industry, for the promotion of industrial development in India by giving

project and corporate finance to the industries in India.

ICICI Bank has grown from a development bank to a financial conglomerate and has

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

all the major sectors of the economy, covering 6,848 companies and 16,851 projects. As

of March 31, 2000, ICICI had disbursed a total of Rs.1,13,070 crores, since inception.

ICICI Bank Fact Files

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

Network: 530 branches

ATMs: Over 1,880

Abroad Subsidiaries: United Kingdom and Canada

Abroad branches: Singapore and Bahrain

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

South Africa.

ICICI Bank is India's second-largest bank with total assets of about Rs. 2,513.89 bn (US$

56.3 bn) at March 31, 2006 and profit after tax of Rs. 25.40 bn (US$ 569 mn) for the year

ended March 31, 2006 (Rs. 20.05 bn (US$ 449 mn) for the year ended March 31, 2005).

ICICI Bank has a network of about 614 branches and extension counters and over 2,200

ATMs. ICICI Bank offers a wide range of banking products and financial services to


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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. ICICI Bank set up its international

banking group in fiscal 2002 to cater to the cross border needs of clients and leverage on

its domestic banking strengths to offer products internationally.

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

branches in Singapore, Bahrain, Hong Kong, Sri Lanka and Dubai International Finance

Center and representative offices in the United States, United Arab Emirates, China,

South Africa and Bangladesh. Our UK subsidiary has established a branch in Belgium.

ICICI Bank is the most valuable bank in India in terms of market capitalization.

ICICI Bank's equity shares are listed in India on the 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).

ICICI Bank has formulated a Code of Business Conduct and Ethics for its Directors and

employees.

At June 5, 2006, ICICI Bank, with free float market capitalization* of about Rs. 480.00

billion (US$ 10.8 billion) ranked third amongst all the companies listed on the Indian

stock exchanges.

ICICI Bank was originally promoted in 1994 by ICICI Limited, an Indian financial

Institution, and was its wholly owned subsidiary. ICICI's shareholding in ICICI Bank was

reduced to 46% through a public offering of shares in India in fiscal 1998, an equity

offering in the form of ADRs listed on the NYSE in fiscal 2000, ICICI Bank's acquisition

of Bank of Madura Limited in an all-stock amalgamation in fiscal 2001, and secondary

market sales by ICICI to institutional investors in fiscal 2001 and fiscal 2002. ICICI was


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formed in 1955 at the initiative of The World Bank, the Government of India and

representatives of Indian industry.

The principal objective was to create a development financial institution for Providing

medium-term and long-term project financing to Indian businesses. In the 1990s, ICICI

transformed its business from a development financial institution offering only project

finance to a diversified financial service group offering a wide variety of products and

services, both directly and through a number of subsidiaries and affiliates like ICICI

Bank. In 1999, ICICI become the first Indian company and the first bank or financial

institution from non-Japan Asia to be listed on the NYSE.

In October 2001, the Boards of Directors of ICICI and ICICI Bank approved the merger

of ICICI and two of its wholly owned retail finance subsidiaries, ICICI Personal

Financial Services Limited and ICICI Capital Services Limited, with ICICI Bank. The

merger was approved by shareholders of ICICI and ICICI Bank in January 2002, by the

High Court of Gujarat at Ahmedabad in March 2002, and by the High Court of Judicature

at Mumbai and the Reserve Bank of India in April 2002. Consequent to the merger, the

ICICI group's financing and banking Operations, both wholesale and retail, have been

integrated in a single entity.

*Free float holding excludes all promoter holdings, strategic investments and Cross

holdings among public sector entities.


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ICICI GROUP

ICICI VENTURE

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

capital management companies in India with aggregate funds under Management in

excess of USD 2 billion. ICICI Venture is a subsidiary of ICICI Bank, Indias second-

largest bank with total assets of about US$ 56.3 bn (March 31, 2006) and market

capitalization of about USD 10.8 bn (June 2006).

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

of information technology, pharmaceuticals, biotechnology, media and retail thereby

delivering value consistently to its investors.

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

With over 100 liquidity events, the organization has reaped rich Experience and is well

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


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ICICI Venture has a wide network of third party investors, which include Domestic

investors such as public sector banks, financial institutions andInsurance companies.A

significant portion of the funds corpus is also from International development financial

institutions and international funds.

The company has over 40 qualified professionals with experience across sectors and

functions. The capabilities of the team, structure of the organization, Emphasis on value

creation and performance evaluation matrices enable ICICI Venture to extract superior

returns from its investments.

ICICI SECURITIES Indias Leading Investment Bank

ICICI Securities Limited is Indias leading full service investment bank with a Dominant

position in all segments of its operations - Corporate Finance, Fixed Income and Equities.

It is a subsidiary of ICICI Bank, the largest private sector bank in India and operates out

of Mumbai with offices in New Delhi, Chennai, Kolkata, New York, London and

Singapore. Under the able leadership of Mr.S Mukherji, Managing Director and CEO,

ICICI Securities continues to grow as reflected in its performance over the past couple of

years.

The Corporate Finance team has consistently been among the top players in M&As and

fund raising from domestic and international capital markets. The Equities team is a

major Indian brokerage house and its research covers over 90% of Sensex market

capitalization. The bond research of the Fixed Income team is a benchmark for the

industry.

The eminent position of ICICI Securities is reflected in the number of awards that our

teams in the Fixed Income, M&A and Equity Capital Markets win. Our Fixed Income

team for the last two years (CY04 and CY05) has been adjudged as the Best Bond

House in India by both Asia money and Finance Asia. The Equities team was adjudged

as the Best Indian Brokerage House-2003 by Asia money. The Corporate Finance team


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tops the M&A/Capital markets league tables regularly. Our wholly owned subsidiary,

ICICI Brokerage Services Limited (IBSL), buys and sells equities for our institutional

clients. ICICI Securities has a U.S. subsidiary, ICICI Securities Inc., which is a member

of the National Association of Securities Dealers, Inc. (NASD). As a result of this

membership, ICICI Securities Inc. can engage in permitted activities in the U.S. securities

markets.

These activities include dealing in securities markets transactions in the United States and

providing research and investment advice to US investors.

ICICI Securities Inc. is also registered with the Financial Services Authority, UK (FSA)

and the Monetary Authority of Singapore (MAS) to carry out Corporate Advisory

Services

PRUDENTIAL ICICI

Prudential ICICI Asset Management Company enjoys the strong parentage of Prudential

plc, one of UK's largest players in the insurance & fund management sectors and ICICI

Bank, a well-known and trusted name in financial services in India. Prudential ICICI

Asset Management Company, in a span of just over eight years, has forged a position of

pre-eminence in the Indian Mutual Fund industry as one of the largest asset management

companies in the country with assets under management of Rs. 23559.60 crores (as of

March 31, 2006). The Company manages a comprehensive range of schemes to meet the

varying investment needs of its investors spread across 68 cities in the country.

PRUDENTIAL LIFE INSURANCE

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

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

and Prudential plc- a leading international financial services group headquartered in the


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United Kingdom. Total capital infusion stands at Rs. 15.85 billion, with ICICI Bank

holding a stake of 74% and Prudential plc holding 26%.

We began our operations in December 2000 after receiving approval from Insurance

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

nearly 120,000 insurance advisors, 18 banc assurance partners and 200 corporate agent

tie-ups.

ICICI Prudential was the first life insurer in India to receive a National Insurer Financial

Strength rating of AAA (Ind) from Fitch ratings. For three years in a row, ICICI

Prudential has been voted as India's Most Trusted Private Life Insurer, by The Economic

Times - AC Nielsen ORG Marg survey of 'Most Trusted Brands'. As we grow our

distribution, product range and customer base, we continue to tirelessly uphold our

commitment to deliver world-class financial solutions to customers all over India.

ICICI LOMBARD

ICICI Lombard General Insurance Company Limited is a 74:26 joint venture between

ICICI Bank Limited and the US-based $ 26 billion Fairfax Financial Holdings Limited.

ICICI Bank is India's second largest bank, while Fairfax Financial Holdings is a

diversified financial corporate engaged in general insurance, reinsurance, insurance

claims management and investment management. Lombard Canada Ltd, a group

company of Fairfax Financial Holdings Limited, is one of Canada's oldest property and

casualty insurers. ICICI Lombard General Insurance Company received regulatory

approvals to commence general insurance business in August 2001.


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COMPARISON OF ICICI WITH SBI

ICICI bankis the largest private sector bank in India and the second largest commercial

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

after the takeover of Bank of Madurai . The bank also has foreign subsidiaries like ICICI

bank, Canada in Canada, Britain and Russia ,representative offices in USA, China, UAE,

Bangladesh, South Africa and branches in Bahrain, Singapore .

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

services - ICICI Prudential. NRI services include money transfer through

Money2India, which offer better foreign exchange rates for lower amounts

compared to other services.

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

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

also deposit cash/local cheque in your account at any branch of ICICI bank.

Also they have very convenient bank timings and are open for 12 hours from

8.00 a.m to 8 p.m from Monday to Saturday. When you deposit a cheque at their

branch, they will readily give you a stamped acknowledgement for deposit. You

can only deposit cash in your own account at the ATM, for depositing cash into a

third party account, you have to visit the branch. You have to select the deposit

cash option, you will get an envelope for depositing cash, which you can then fill

in the details and deposit it back. At locations where ICICI bank does not have a

branch, the queue at the ATMs are very long. Just after office hours , between 6

pm - 7.30 pm , customers sometimes have to wait for 15-20 minutes on some

days, to access the ATM.

Since ICICI bank was established after 1991 it offers online banking where you can

check the balance in your account any time. The interface for savings accounts is much

better and user friendly compared to that for their roaming current account
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However, unlike other banks like HDFC bank, their online bank statement does not

indicate the branch at which the amount is deposited. The information is available in the

email statement sent to you the next day. You have to contact phone banking , enter CRN

and TPIN, during working hours to get this information. Very often, the system is slow,

so you have to hold on for 10 minutes.

For savings account, up to 3 cash deposits per quarter (3 months) at the non base branch

can be made at no cost. For additional cash deposits, the bank charges the recipient Rs

100 (+ service tax) per deposit, irrespective of the amount deposited. When the bank

implemented this change, the ICICI bank customers were not informed about the revision

in the charges. For outstation cheques, ICICI bank charges a minimum of Rs 30 (+

service tax) for savings accounts . This is very inconvenient for account holders in small

towns, who receive the dividend warrant payable in major cities only. These warrants can

be for small amounts like Rs 20. For salary accounts, the minimum AQB required is zero

and you retain the account even after you leave the job. If your AQB is more than Rs

100000, you get a free at par chequebook. For an AQB of more than Rs 500000 (fixed

deposit + savings account balance), you are eligible for private banking services. For non

maintenance of average quarterly balance, not only do they deduct Rs 750 from your

balance, they also deduct an additional service tax.

Many of the ICICI bank customers are salary account holders, who are forced by their

employers to open an account with ICICI bank to receive their salary. The account is

opened at a branch which is convenient for the employer, but extremely inconvenient for

the employee. If want any clarification or information, their customer support (through

phone banking or email) will instruct you visit the nearest branch - where the concerned

person may or may not be available. For savings account customers if you send an email

asking for clarifications, it is usually answered after a week.

They have discontinued the auto sweep-in facility (earlier called Quantum Optima),

where the amounts in savings account was automatically converted into a fixed deposit, if


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it exceeded Rs 15000. With the decline in interest rates for loans, providing this facility is

no longer profitable for the bank. You now have to give an application at the branch if

you wish to continue with this facility now. The form for making the application was sent

along with the monthly bank statement. You can alternately open a recurring deposit,

where a fixed amount is added to your fixed deposit every month.

Making a new Fixed Deposit with ICICI bank for current accounts is extremely time

consuming, especially when compared to HDFC bank. They will insist that you withdraw

cash from your account for making the FD. Since withdrawals of amounts more than Rs

25000 are subject to cash withdrawal tax, for larger amounts , you will have to split the

fixed deposit and visit the branch on 2 different days. ICICI bank is probably the only

bank in India where they will not accept a ICICI bank cheque for making a fixed deposit.

We had given a cheque with the fixed deposit form , but the bank officer insisted that we

pay cash. She said she would fill the form for us, but she did not select the options which

were initially indicated, causing further problems for us.

(SBI) is the largest public sector bank in India

SBI has branches and ATMs all over India , details of which are available at their

website. State Bank of Hyderabad, State Bank of Patiala, State Bank of Saurashtra,

State Bank of Bikaner and Jaipur ,State Bank of Indore, State Bank of Mysore and State

Bank of Travancore are the seven subsidary banks of SBI. As of March 2006, SBI

holding in these banks varies from 74% to 100% , but is likely to decrease in future. SBI

has one of the largest network of ATMs in the Asia Pacific region. Many branches of

State Bank of India are computerised. In places where the Reserve Bank of India, (RBI)

the central bank of India does have an office, SBI carries out many of its functions. SBI

timings vary according to location, for example the Powai, Mumbai branch of State Bank

of India is open between 10.15 am to 2pm (Monday-Friday


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You can open a public provident fund (PPF) account at any State Bank of India branch.

PPF accounts are one of the few savings instruments which offer a high tax free interest

rate of 8% per year. All deposits made on or before 5th of a month earn interest for the

entire month. If you deposit a cheque in your PPF account on the 5th of the month, you

will get interest for the month, though your account may be debited at a later date. The

interest is credited to the account at the end of the accounting year in India.

If you know an agent who is registered with that particular branch of State Bank , he will

pay you back, a part of the commission he receives from the bank. So you can get back

0.5% - 0.6% of the amount deposited immediately by cash. Usually larger the amount,

the higher the commission paid back by the agent (it is negotiable) . The pay-in slip for

PPF has 3 sections - depositors copy, agents copy and bank copy. The agents copy has to

be given to the agent and he will give part of the commission. Earlier financial services

firm like Bluechip in Mumbai, would also give a commission of 0.25% , but they have

stopped in the last 2 years.

The minimum amount that can be invested in one year is Rs 500 and maximum amount is

Rs 70000. This investment has a lock in period of 15 years. No withdrawals are allow till

6 years after account opening and one withdrawal is allowed per year there after. It

offers rebate under section 80C and the interest is tax free under section 10C.

For cash withdrawals, you can either use a withdrawal slip or cheque. If an account is

inactive for a long time, State Bank of India does not charge any fee for reactivation.

However, they have a verification process, which may take a long time. Payment of

income tax , advance tax , sales tax can be done at SBI branches. Foreign currency drafts

can also be obtained at the branches. Since SBI offers a variety of banking services,

their branches are usually very crowded.

State Bank of India has increase home loan interest rates by 25-75 basis points. Also no

fixed rate loans will be available for periods more than 10 years. These changes have

come into effect from March 1, 2006.


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SBI Railway Visa Card allows booking of railway tickets online at the Indian Railways

website at zero transaction charges. Users of this credit card can get back up to 10% of

ticket fare as railway points. These points can be redeemed later, like frequent flyer miles

offered by airlines. State Bank of India is the largest issuer of debit cards (Maestro) in

India

State Bank customers who have to wait a long time to process a bank transaction can

register their complaint through a touch screen device for customer feedback service at

the branch. The information is recorded and processed in the central server. As of March

2006, it is implemented in 10 branches of SBI in Mumbai.WhenSBI employees go on

strike, the Reserve Bank of India takes over all clearing operations. However, banking

operations are affected since SBI has nearly 30% of the total customers of banks in India.

Cheques/DD drawn on SBI were not cleared due to the strike. All government taxes like

income tax, sales tax, service tax can be paid at any branch of SBI.

State Bank of India has 52 foreign offices in 34 countries including Australia, UK, USA,

Canada, Bahrain, Nigeria, Bangladesh, Nepal, Bhutan Sri Lanka. These are useful for

foreign trade transactions like opening of Letter of Credit
http://www.irctc.co.in/http://www.irctc.co.in/http://ww1.mid-day.com/news/city/2006/april/134500.htmhttp://ww1.mid-day.com/news/city/2006/april/134500.htmhttp://ww1.mid-day.com/news/city/2006/april/134500.htmhttp://www.money-transfer.in/reservebankofindia.htmlhttp://www.irctc.co.in/http://www.irctc.co.in/http://ww1.mid-day.com/news/city/2006/april/134500.htmhttp://ww1.mid-day.com/news/city/2006/april/134500.htmhttp://www.money-transfer.in/reservebankofindia.html


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SERVICES OF ICICI BANK

The marketing mix framework was particularly useful in the early days of themarketing

conceptwhen physical products represented a larger portion of the economy. Today, with

marketing more integrated into organizations and with a wider variety of products and

markets, some authors have attempted to extend its usefulness by proposing a fifth P,

such as packaging, people, process, etc. Today however, the marketing mix most

commonly remains based on the 4 P's. Despite its limitations and perhaps because of its

simplicity, the use of this framework remains strong and many marketing textbooks have

been organized around it.

PRODUCT

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

with convenience of networked branches/ ATMs and facility of E-channels like Internet

and Mobile Banking, ICICI Bank brings banking at your doorstep. Select any of our

deposit products and provide your details online and our representative will contact you

for Account Opening.

SAVING ACCOUNTS

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

convenient features and banking channels to transact through. So now

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

queues
http://www.netmba.com/marketing/concept/http://www.netmba.com/marketing/concept/http://www.netmba.com/marketing/concept/http://www.netmba.com/marketing/concept/http://www.netmba.com/marketing/concept/


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SENIOR CITIZEN SERVICES

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

concerns whether your hard earned money is safe and secure

whether your investments give you the kind of returns that you need.

That's why we have an ideal Banking Service for those who are 60

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

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

YOUNG STARS

It's really important to help children learn the value of finances andmoney management at an early age. Banking is a serious business, but

we make banking a pleasure and at the same time children learn how

to manage their personal finances.

FIXED DEPOSITS

Safety, Flexibility, Liquidity and Returns!!!! A combination ofunbeatable features of the Fixed Deposit from ICICI Bank

RECURRING DEPOSITS

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

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

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

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

you enjoy twin advantages- affordability and higher earnings


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HOME LOAN

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

Loans offers some unbeatable benefits to its customers - Doorstep

Service, Simplified Documentation and Guidance throughout the

Process. It's really easy!

PERSONAL LOANS

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

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

free. With minimum documentation you can now secure a loan for an

amount up to Rs. 15 lakhs

CAR LOAN

The NO 1 financier for car loans in the country. Network of more than1500 channel partners in over 780 locations. Tie-ups with all leading

automobile manufacturers to ensure the best deals. Flexible schemes &

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

mouse.

COMMERCIAL VEHICLE LOANS

Range of services on existing loans & extended products like funding of

new vehicles, refinance on used vehicles, balance transfer on high cost

loans, top up on existing loans, Extend product, working capital loans &

other banking products.


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TWO WHEELER LOANS

Avail attractive schemes at competitive interest rates from the No 1Financier for Two Wheeler Loans in the country. Finance facility up to

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

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

your Dream Two Wheeler with our hassle free finance.

FARM EQUIPMENT LOANS

Preferred financier for almost all leading tractor manufacturers in thecountry. Flexible repayment options in tandem with the farmer's seasonal

liquidity. Monthly, Quarterly and Half-yearly repayment patterns to

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

CREDIT CARDS

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

range of benefits, anywhere in the world. These benefits range from life

time free cards, Insurance benefits, global emergency assistance service,

discounts, utility payments, travel discounts and much more.


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DEBIT CARDS

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

customers to access their bank account around the clock, around the

world. The ICICI Bank Debit Card can be used for shopping at more

than 100,000 merchants in India and 13 million merchants worldwide.

TRAVEL CARD

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

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

Looking for security and convenience; take ICICI Bank Travel Card.

Issued in duplicate. Offers the Pin based security. Has the convenience of usage of Credit

or Debit card.

PRE PAID CARDS

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

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

cards are a safe & convenient way for associate payments,

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

platform thus providing accessibility to over one lakh merchant establishments & cash

withdrawal from all VISA ATMs in India.


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INVESTMENTS

At ICICI Bank, we care about all

your needs. Along with Deposit

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

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

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

Bank facilitates following investment products:

ICICI Bank Tax Saving Bonds

Government of India Bonds

Investment in Mutual Funds

Initial Public Offers by Corporate

Investment in "Pure Gold"

Foreign Exchange Services

Senior Citizens Savings Scheme, 2004

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

Bank also provides the ease of investing through electronic channels like ATMs and

Internet (ICICIdirect.com)


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PRIVATE BANKING

The chosen few know that the secret to

success in life is living it. To the fullest

on your terms. Then life's luxuries

follow naturally at home, at work, at play. Not as an exception, but as the rule. At ICICI

Bank, we believe, it should be the same when it comes to banking. A world where

talented people, synchronized processes and innovative products come together to create

seamless global banking solutions. Solutions that go beyond wealth management.

Solutions that are uniquely tailored to your specific needs.


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ICICI Bank ropes in Shah Rukh Khan

ICICI Bank has once again decided to resort to the celebrity

endorsement route to promote its brand. Almost two-and-a-

half years since superstar Amitabh Bachchan endorsed the

brand, the company has signed up Shah Rukh Khan as its

global ambassador. In a press release issued by the bank, Mr K.V. Kamath, Managing

Director and CEO, ICICI Bank, said, "We are proud to have Shah Rukh Khan as our

global brand ambassador. Having established our leadership in the retail business over

the last five years, the bank is now poised to scale new heights in the global arena." Ms

Lalita D. Gupte, Joint Managing Director, ICICI Bank, said, "ICICI Bank is happy to be

associated with Shah Rukh Khan whose increasing global popularity brings synergy to

our growing global presence". ICICI Bank has a presence in 12 countries including the

UK, Canada, the US and West Asia.

ICICI Bank plans new-age ATMs for rural markets

ICICI Bank proposes to modify the technology behind ATMs that

determines how the money-dispensing machine works. A project

taken up in association with IIT, Chennai is looking at ways of

dealing with a host of critical issues that may seem pretty run-of-

the-mill in an urban neighborhood but insurmountable in a typical Indian village. Dr

Nachiket Mor, Deputy MD of ICICI Bank, is working towards introducing futuristic

machines as part of its plan to reach out to more customer segments, especially those in

non-metros.


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CHAPTER 3



33/67

CHAPTER 3


Data Collection Techniques

This project consists of two parts.

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

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

business related magazines and newspapers.

The second part of the study has been done using an exploratory research process and a

structured questionnaire was developed for this purpose. For the collection ofprimary

data this was the only method used. The reason I used this method is because a need was

felt for the free influx of information about the products. Also this method allowed the

use of skills gained in class.

Sample Design

The population considered for the purpose of the survey was people residing in Delhi and

the National Capital Region (NCR).

Sampling Technique Used

Since the information required was not of a very technical nature and also looking at the

scope of the project and the extent of the target segment, the sampling technique

employed was Convenience Sampling. I administered the questionnaires.


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Sample Size

I have restricted the sample size to 200 respondents. This was done keeping in mind the

time constraints and the fact that I felt that this number would be enough to serve the

information needs required to show the trends.

Customer Satisfaction

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

meets customer expectations. It is the perception of the customer that the outcome of a

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

occurs when the acquisition of products and /or services provides a minimum negative

departure from expectations when compared with other acquisitions and when the

marginal utility of a transaction is equal to or greater than preceding acquisitions.

Customer satisfaction occurs when the perception of the reward from the purchase of

goods or services by the customer meets or exceeds his/her perceived sacrifice. The

perception is a consequence of matching past purchase and consumption experience with

the current purchase.

Customer Service and Satisfaction

When we talk about customer service and/or satisfaction, we talk about creativity.

Creativity allows us to handle or diffuse problems at hand or later on rather in the process

of conducting the everyday business. We talk about how, or what, does the organization

have to do to gain not only the sale but also the loyalty of the customer. We want to know

the payoff of the transaction both in the short and long term. We want to know what our

customers Want? We want to know if our customers are satisfied? Satisfaction, Of


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course, means that what we delivered to a customer met the customers Approval. We

want to know if customers are delighted and willing to come

Back, and so on. Fleiss 2 and Feldman 3 present examples of that delightfulness in their

writings. Fleiss has written about Ben and Jerrys ice cream and Feldman has discussed

excellence in a cab ride. As important as delightfulness is, some of us minimize it, or

even totally disregard it. At this point, we fail. Some of the issues that will guarantee

failure in sales, satisfaction, and loyalty are:

Employees must adhere to a rigid chain of command

Employees are closely supervised

Conflictin whatever formis not allowed

Rewards are based on carrot-and-stick principles

Wrong objectives are measure.

We must understand customer expectation levels concerning quality. We must also

understand the strategy for customer service quality, and next we must understand the

measurement and feedback cycles of Customer satisfaction.

The customer is the person or unit receiving the output of a process on the system. In

fact, it is worth emphasizing that a customer can be the immediate, intermediate, or

ultimate customer. Also, a customer may be a person or persons, or a process or

processes. Customer satisfaction, however, is when the customer is satisfied with a

product/service that meets the customers needs, wants, and expectations.

There are at least three levels of customer expectations about

quality:


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Level 1. Expectations are very simple and take the form ofassumptions, must have, or

take it for granted. For example, I expect the airline to be able to take off, fly to my

destination, and land

safely. I expect to get the correct blood for my blood transfusion and I expect the bank to

deposit my money to my account and to keep a correct tally for me.

Level 2.Expectations are a step higher than that of level 1 and they require some form

ofsatisfaction through meeting the requirements and/orspecifications. For example, I

expect to be

treated courteously by all airline personnel. I went to the hospital expecting to have my

hernia repaired, to be in some pain after it was done, to be out on the same day, and to

receive a correct

bill. And I went to the bank expecting the bank teller to be friendly, informative, and

helpful with my transactions.

Level 3.Expectations are much higher than for levels 1 and 2. Level 3 requires some

kind ofdelightfulness or aservice that is so good that it attracts me to it. For example, an

airline gives passengers traveling coach class the same superior food service that other

airlines provide only for first-class passengers. In fact, I once took a flight where the

flight attendants actually baked

cookies for us right there on the plane. When I went to the hospital, I expected staff to

treat me with respect and they carefully explained things to me. But I was surprised when

they called me at home the next day to find out how I was doing. And at my house

closing, the bank officer, representing the bank holding my mortgage, not only treated me

with respect and answered all my questions about my new mortgage, but just before we

shook hands to close the deal, he gave me a housewarming gift.


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Customer satisfaction surveys help to:

1. Improve customer, client, or employee loyalty.

2. React quickly to changes in the market.

3. Identify and capitalize on opportunities.

4. Beat the competition.

5. Retain or gain market share.

6. Increase revenue.

7. Reduce costs.


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CHAPTER 4

USE AND IMPORTANCE OF

THE STUDY


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CHAPTER 4


To Help You To Understand How Our Financial Products And Services

Work By:

a. Giving you information about them in any one or more of the following languages:

Hindi, English or the appropriate local language.

b. Ensuring that our advertising and promotional literature is clear and not misleading

c. Ensuring that you are given clear information about our products and services, the

terms and conditions and the interest rates/service charges, which apply to them.

d. Giving you information on what are the benefits to you, how you can avail of the

benefits, what are their financial implications and whom you can contact for addressing

you queries and how.

To Help You Use Your Account Or Service By:

a. Providing you regular appropriate updates.

b. Keeping you informed about changes in the interest rates, charges or terms and

conditions.

Information


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

the following:

a. Looking at the notices in our branches ;

b. Phoning our branches or help-lines;

c. Looking on our website;

d. Asking our designated staff/help desk ;or

e. Referring to the service guide/Tariff Schedule.

Before You Become a Customer we will:

give you clear information explaining the key features of the services and

products you tell us you are interested in;

give you information on any type of products and services which we offer and

that may suit your needs;

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

through

ATMs, on the Internet, over the phone, in branches and so on] and tell you how to

find out more about them;

tell you what information we need from you to prove your identity and address,

for us to comply with legal, regulatory and internal policy requirements.

Advertising, Marketing and Sales


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

misleading.

In any advertising in any media and promotional literature that draws attention to

banking service or product and includes a reference to an interest rate, we will

also indicate whether other fees and charges will apply and that full details of the

relevant terms and conditions are available on request.

If we avail of the services of third parties for providing support services, we will

require that such third parties handle your personal information (if any available

to such third parties) with the same degree of confidentiality and security as we

would.

We may, from time to time, communicate to you various features of our products

availed by you. Information about our other products or promotional offers in

respect of our products/services, will be conveyed to you only if you have given

your consent to receive such information/ service either by mail or by registering

for the same on our website or on our phone banking/customer service number.

We have prescribed a code of conduct for our Direct Selling Agencies (DSAs)

whose services we may avail to market our products/ services which amongst

other matters requires them to identify themselves when they approach you for

selling our products personally or through phone.

In the event of receipt of any complaint from you that our representative/courier

or DSA has engaged in any improper conduct or acted in violation of this Code,

we shall take appropriate steps to investigate and to handle the complaint and to

make good the loss.



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Through this research report the company can get an inevitable knowledge and may use

the parameters because they get a research study on customer investment decision. Like

this they can target the market in two ways:-

1. Customer investment behavior

2. Opportunity in the particular (Meerut) area

On the basis of this, company can get a market in this Meerut area. And potential

customer regarding age basis, sex, income, investment pattern, tenure.

Getting the above knowledge the company can know from where and mostly in which

company the customer made more investment and who is the competitor of the company.

This study is also helpful for me, through this I know about the

1. Knowledge of life insurance

2. Investment behavior of the customer

3. Most critical problem facing during research

4. Customer response

5. Awareness of ING-Vysya

This study is so important on the basis of this we came to about the future of the company

in this research I found In India only 6% of the people are insured. So the future of the

company is bright. INGVYSYA ltd entered in private life insurance industry in

September2001 and in a short span of 4 year has established itself as a life insurance

brand with an innovative attractive and customer friendly product portfolio and a

professional advisor sales force.

It has a dedicated and committed sales force over 11000 people, working from 80

branches located in 70 major cities across the country and 2600 employees. In 2005

INGVysya life earned total income in excess of RS 400 crore and also has a share capital

of Rs 440 crore. The vision is to make ING Vysya detail Life insurance Company the


43/67

dominant new insurer in the Life insurance industry. To achieve through commitment to

excellence, focus on service, speed and innovation, and leveraging technological

expertise. The success of this organization will be founded on its strong focus on values

and clarity or purpose these include.

Understanding the needs of customers and offering them supe-

rior products and service.

Leveraging technology to service customers quickly, efficient-

ly and conveniently.

Developing and implementing superior risk management and

investment strategies to offer stable returns to our policyholders.

And above all building transparency in all our dealing.


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CHAPTER 5

DATA

INTERPRETATION&ANALYSIS

CHAPTER 5


45/67

DATA INTERPRETATION&ANALYSIS

DATA COLLECTION:

AGE GROUP

AGE GROUP

A, 47%

B, 25%

C, 19%

D, 9% A

B

C

D

IMPLICATION: If we closely look at the pie-chart, we can say that the people

between the age group of 25 to 55 are the main customer of the bank, which contributes

almost 75% of the banks customers. But the old age and the young people have been less

attractive on this leading product of ICICI Bank, which is a matter of concern. So more

focus should be given to them as they have the huge potential.

OCCUPATION

SERVICE51%BUSINES

S

32%

STUDENT

7%

OTHERS

10%

SERVICE

BUSINESS

STUDENT

OTHERS


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ANNUAL INCOME

LESS

THAN 1

LAKH, 8%

1-2 LAKH,

22%

3-4 LAKH,

37%

MORE

THAN 4LAKHS,

33%

LESS THAN 1

LAKH1-2 LAKH

3-4 LAKH

MORE THAN 4

LAKHS

IMPLICATIONS: This pie chart clearly shows that service holder and the business

people are the main customer of the bank. Reason for this could be as per interviewed

was working hour and anywhere banking which suits them. 8 to 8 banking give them the

freedom to do banking work after the office. Students contribution is less as student

account is not available in Patna and 5000 as minimum balance is not possible for them.

Other section should be increased by creating awareness about the banking products

ANNUAL INCOME

IMPLICATIONS: Higher income or we can say that more than 34 LAKHS earning

people are contributing 70% of the transactions. But it is advisable to penetrate more in

the lower income group not only in terms of accounts but also in other banking products

because they contribute a major part of the society. Target should be on that every section

of the society should open saving account or other account in ICICI Bank.


47/67

DO YOU EXPECT FROM A BANK WHILE OPENING AN ACCOUNT

FEATURES / ATTRIBUTES

QUICK

SERVICE ,

44%

PROPER

INFO, 14%

WORKING

HOUR, 28%

LESS

FORMALITIE

S, 8%

VARIETY OF

PRODUCTS,

6% QUICK SERVICE

PROPER INFO

WORKING HOUR

LESS

FORMALITIES

VARIETY OF

PRODUCTS

IMPLICATIONS: When a customer visits a bank the first and foremost thing he

looks, that how quickly he is served, how his problem is entertained by the bank

employee and what is the working hour of the bank. Thats why these three things

contribute the maximum of this pie chart. Less formalities and variety of products

although contributes less but it has a major impact on the customer. So bank should

follow on these things also. Service sector like banking, preference should be given to

make.


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WHICH OF THE FOLLOWING ATTRIBUTES COMPELLED YOU MOST TO

OPEN SAVING ACCOUNT IN ICICI BANK

SAVINGS A/C ATTRIBUTES

ATM CUM

DEBIT

CARD, 26%

VALUE

ADDED S.

A/C, 48%

CHEQUE

BOOK, 16%

PHONE /

INTERNET

BANKING,

10%

ATM CUM DEBIT

CARD

VALUE ADDED S.

A/C

CHEQUE BOOK

PHONE /

INTERNET

BANKING

IMPLICATIONS: As we found in our finding that majority of the people like the

saving account, this chart reveals that what are the factor and their contribution making

their product really leading product of ICICI Bank. VALUE ADDED SAVING

ACCOUNT is undoable a unique sub product of ICICI Bank. Since it has the appeal

catch maximum customer as it provides the facility of FIXED deposit in saving account

ATM cum debit card is also a major attributes as it made the banking easy. Personalized

chequebook is also a major attraction in this section. As far as other factors are concern

they are showing less appearance in this chart.


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ACCOUNT TYPE

SAVING

54%CURRENT

18%

FIXED

15%

NRI

8%

OTHER

5%

SAVING

CURRENT

FIXED

NRI

OTHER

WHAT TYPE OF ACCOUNT DO YOU HAVE IN

ICICI BANK?

IMPLICATIONS: Saving account is the leading and attractive product for the ICICI

Bank as it has occupied a major chunk in this chart. This number and percentage clearly

shows that this product has all the quality to give the customer best services and ability to

satisfy them. On the second and third position current and fixed deposit has also been

helpful to increase the customer base but still their performance needs to be improved. As

far as NRI and other accounts are concerned they have less appearance. So majority of

the business is moving around few leading products. Reason could be either people are

not aware about the various products of the bank or bank has limited range of products.

So bank must ascertain that where things are going wrong and for that what sort of

necessary step could be taken.


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IN COMPARISION TO OTHER BANKS HOW WOULD YOU RATE ICICI

BANK?

COMPARISON

EXCELLEN

T

27%

GOOD

47%

AVERAGE

14%

POOR

5%

CAN'T SAY

7%

EXCELLENT

GOOD

AVERAGE

POOR

CAN'T SAY

IMPLICATIONS: Comparison with other banks depends on its overall performance in

the eyes of the people. In this chart it is clearly showing that 74% of the people are

satisfied with ICICI Bank. In a short span of time of its existence in this city with strong

competition from major public sector bank like SBI and other private players bank has

done well it has occupied a different position in the peoples mind.

WOULD YOU RECOMMEND ICICI BANK TO OTHERS?

RECOMMANDATIO

YES

95%

NO

5%

YES

NO


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IMPLICATIONS: As per the chart we show that 5% of the people dont want to

recommend ICICI Bank to others. Bank must find the reason of their dissatisfaction

because in this competitive world we have to achieve this target.

SWOT Analysis

Strengths:

In 2002, ICICI and ICICI Bank merged to create Indias second largest bank.

Strengthened leadership position in all segments of the retail market, leveraging their

strong distribution capabilities backed by credit and analytical skills and technology.

Last year Commenced international banking operations in UK, Canada, and

Singapore in line with regulatory approvals.

The Bank has an established broad-based presence and has been taking steps to

enhance customer satisfaction by upgrading skills, systems and technology to meet

such challenges.

Weakness:

Huge investment required for networking among bank branches: Complete

integration of branch network involves huge investments for creating IT and

communication infrastructure.

As the bank is diversifying into various segments, it might pose problems for smooth

functioning of the banks.


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Opportunities:

Data mining: Banks have a huge customer database which has to be properly

leveraged. Target segments should be identified and tapped

Enhance the delivery of financial services to under served segments by crating

differentiated proposition for the small enterprises segment, leveraging technology

capabilities to offer high quality banking services.

Threats:

The entry of new private sector banks as well as a number of foreign banks has

resulted in the loss of market share for public sector banks. The share, which was

around 90 per cent prior to the reform process, has come down to around 80 per

centIntense Competition: the banking sector is intensely competitive. ICICI

Banks return on assets is 0.87 per cent compared to 1.02 per cent for HDFC

Bank.


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CHAPTER 6

FINDINGS


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CHAPTER 6

FINDINGS

After doing the survey and found so many things. Some findings are given:

Rich people wants quick service and less paper work.

Education is also a major factor which is affected the service of icici bank. The

reason behind it, most of the people dont know the complete use of ATM

cards, debit cards, credit cards etc.

Age factor is also a common factor which is affected the services of icici bank.

for example 50 to 60 means senior citizen does not faith on private banks. They

only use the services of post office and government banks.

Most of the people dont know the concept of e-banking and phone banking.

Most of the people are much influenced by the advertising media

After the survey and found that 50% people open the account in ICICI bank,

30% people of HDFC bank and 20% other banks.

Most of the people wants the total service of e-banking and banking while

opening a account.


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Most of the people satisfy the services of icici bank.

Most of the business man wants the facilities of overdraft from the banks.

CHAPTER 7

LIMITATIONS


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CHAPTER 7

LIMITATIONS

They provide costly services, according to the survey most of the people said that

without 5000Rs in an account they cant provide ATM cards and cheque books

also, but in SBI, they provide ATM cards in 1000Rs only.

Most of the people dont know the total services of banking and e-banking, they

cant proper use of facilities provided by the icici bank.

Hacking is another problem or limitation. Through the internet most of the

hackers transfer the money into the another account. Means less security in e-

banking.

Lots of competitors are also available in the market. Like-HDFC,UNION BANK,

IDBI etc.


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CHAPTER 8

CONCLUSION


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CHAPTER 8

CONCLUSION

More than a bank you need a trusted partner- is the core principle on which Private

Banking at ICICI Bank is structured.

Though products have been added and modified in the past but the motto has not

changed which is to grow and develop relationship with top end client age and generate

returns for the bank. Private banking at ICICI Bank has been a great success lately thanks

to their expertise in financial advisory, skilled team of Relationship Managers and being

proactive in approach right from the beginning. The analysis of the research shows that

around two-third of their client age are banking with them from more than two years

which is commendable in terms of client retention. Also for nearly all of their clients

ICICI Private banking is the only solution provider. From a high net worth individual

aspect the private banking is truly a brilliant experience to be recognized and treated as a

priority customer.

Relationship Managers need to be more proactive in approach and concentration

should be on enlarging the customer base of HNI clients and also stress should be given

on client retention techniques.


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To sum up ICICI is going great guns with its Private Banking division but this

business model is still at its growing stage of life cycle in India and there is still a lot

more to be achieved by everyone involved with this.

CHAPTER 9

RECOMMENDATION


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CHAPTER 9

RECOMMENDATION

Since the customer and his needs remain in focus in banking, it would be appropriate to

have a view of the customers banking needs which include financial security,

convenience, quick service, personalized service, investment counseling, return of

investment, support by way of credit prestige, wide range of service, etc. and to be the

best on these aspects ICICI Bank has and is trying its best, and has been successful too,

but still there is some scope for improvement, which I observed during my training in this

bank.

CUSTOMIZED SERVICE

Nowadays, customers are more service driven than product driven and are not

homogeneous in their behavioral pattern, attitude, needs and expectations. Therefore, a

through understanding of the customer is a pre requisite to offer him satisfaction through

providing services. ICICI Bank should also focus on to have the provision to make some

changes in its core products on the basis of region, purchasing power of the people etc.

because customers want that their special case must be considered, for that branches need

to be empowered. In other word it can be said bank should alter its existing service to

satisfy the customer needs, as and when it is needed in special cases. Bank should begin a


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clear understanding of the entire customer base in particular, of those customers are the

most profitable.

SINCERE PRICING OF THE CORE PRODUCT

Pricing is in fact a very critical and sensitive issue while launching any product or

inducing more features in existing product in such a highly competitive market of

banking before the management of any bank. Because, price driven competition is one

of the significant emerging trend in bank marketing. ICICI Bank should also be very

careful while reconsidering the price of any core and leading product by closing

understanding the behavior up to what extent customers are in the position to tolerate it,

since customers price sensitivity is not same across product categories. Price of any

product is kept same across the country but for the some places is always not correct, like

New Delhi where delta increase in the price of any product matters for the customers. As

it has been seen in the case of increase in charges of QAB of savings account that

resulted in many closures of the account. The reaction of this increment in the charges

from the customer was aggressive. So bank must price any product by keeping the view

of region factor too-where people needs, attitude and purchasing power must be closely

understood by the management of the bank. For this, branches also needs to be

empowered to the some extent-where they can make necessary changes in the price of

some selected core products, as they have better understanding of the behavior of their

customers than the policy makers of the bank. There should be effective publicity of new

products of new products and relaunching of existing one too. Monitoring and customer

feedback of all the new and old products should be one regular basis.

CUSTOMER AWARENESS

Bank should provide effective publicity of new product launched and educate the

customer to go in for these products by highlighting the advantages of the products.

Because if banks aim is to provide service matching the best in the banking industry so


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that it can get the most effective publicity, especially through word of mouth for this at

the same it is inevitable to educate the customer about banks product and facilities

available on it. As the products and services of the ICICI Bank are almost technology

oriented where most advanced software are used and most of the banking work are

executed on computer through Internet. In such situation where more technicalities is

involved in both products and services there is a need to educate the customers so that

they can easily use and avail all the facilities available on all the product. During my

training, I observed that many customers, not to ask about Internet banking, Phone

Banking even dont know how to use ATM, which is really a area of concern. Customers

do not know the complete rules and regulations and procedures of banks and bankers

preserve them for themselves and do not take interest in educating the customers because

if you are giving a product in the hands of the customers keeping the view to serve them

better, it is equally important to aware not only about the facilities that are available on

any product but also how to use them. Until and unless this thing is practices as a

campaign, it would be difficult to retain existing customers as it is said retaining the

existing customers is less expensive than creating new one. For this bank need to educate

the customer from the grass root of banking.


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APPENDIX:


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BIBLIOGRAPHY

www.icicibank.com

June & July issue of IBA Bulletin

Brochures ofICICI BANK LTD.

www.iciciuniverse.com

Business Magazines


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QUESTIONNAIRE

Dear Sir / Madam, I am conducting a survey on ICICI. I shall be very thankful to you to

give your few minutes to me for answering my few questions below.

Name Address

Sex

Occupation

Q1) which attributes, while opening an account do you expect from a bank?

1) Quick Service

2) Varity of Product

3) Less formalities of Documents

4) Working Hours


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5) Proper Information

Q2) which of following banks do you have account?

1) ICICI Bank

2) IDBI Bank

3) HDFC Bank

4) UTI Bank

Q3) which features compelled you most to open an account in ICICI Bank?

1) Quick Services

2) Variety of Products

3) Less Formalities of Document

4) Working Hour

5) Proper Information

Q4) who influenced to open an account in ICICI Bank?

1) Bank Employees

2) Prospectus

3) Advertisement

4) Friend

Q5) what kind of account do you have in ICICI Bank?


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1) Saving Account

2) Current Account

3) Fixed Deposit

4) N.R.I. Services

Q6) which of the following attributes compelled you most while opening a Saving

Account?

1) ATM Cum Debit Card

2) Cheque Book Facility

3) The Internet Banking

4) Value Added Saving Account

5) Phone banking

Q7) would you recommend ICICI Bank to other?

1) YES

2) NO