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    Icici bank Icici bank Document Transcript

    • Project Report On CUSTOMER SATISFACTIONCORPORATE GUIDEFACULTY GUIDE Submitted in Partial Fulfillment of the requirement of Submitted By YashvantMehata B.Com( English - III ) Batch- 2011 - 2012 R.A. College WashimTq. Dist.WashimR.A College Washim Page 1
    • AcknowledgementsIf words are considered to be signs of gratitude then let these words Convey thevery same My sincere gratitude to ICICI BANK for providing me with anopportunity to work with BANK and giving necessary directions on doing thisproject to the best of my abilities.I am highly indebted to ……………………………, Branch Manager and……………………. (RM) company project guide, who has provided me withthe necessary information and also for the support extended out to me in thecompletion of this report and his valuable suggestion and comments on bringingout this report in the best way possible.I also thank Prof. ………………………(HOD), who hassincerely supported mewith the valuable insights into the completion of this project.I am grateful to all faculty members of C-Mat and my friends who have helped mein the successful completion of this project.R.A College Washim Page 2
    • CONTENTS Sr. No. Subject Covered Page No. 1 Acknowledgements 2 Executive Summary 3 My Project Objective 4 Banking Structure in India 5 Introduction 6 History of Banking in India 7 Bank In India 8 Fact Files of Banks in India 9 Indian Banking Industries 10 ICICI Bank 11 ICICI Group 12 Technology used in ICICI Bank 13 Product and Customer segments 11 Product 14 SWOT Analysis 15 Research MethodologyR.A College Washim Page 3
    • Company Efforts To Ensure Customer 16 Satisfaction 17 Data Analysis 18 Comparison With SBI 19 SWOT Analysis(comparative) 20 Questionnaire 21 Finding 22 Suggestion 23 Conclusion 24 BibliographyR.A College Washim Page 4
    • EXECUTIVE SUMMARYPrivate banking is a concept which is new and fast emerging in the world ofbanking where changes have become a necessity in order for banks to survive inthis competitive environment vis-à-vis not only from the public and private sectorbanks but also from the foreign banks. The objective of the research is to explorethe various products, which a private banker deals into and the systematic processinvolved to match client requirements with the right kind of product.Through this research one of the main objectives is to explore the reason why mostof the banks are injecting private banking as business profile to their set of serviceofferings.Though private banking evolved in late 80’s in Asia, in India its not more than 5years old. ICICI started it in Aug 2002 and since then it has been a remarkablesuccess. Today there are enormous solutions to cater client needs but what suitsbest to a client is where private banking fits in. Every client will have differentneeds, liking and preferences. So a customized portfolio for every client is the needof the day.This research will highlight more on the product portfolio of ICICI PrivateBanking, how they have changed or innovatively structured to be attractive andcompetitive.R.A College Washim Page 5
    • Research objective 1. To draw the comparative analysis of ICICI BANK Ltd with SBI etc. 2. To identify the major attributes of customer satisfaction. 3. To study customer perception about ICICI BANK Ltd. 4. To identify and study the various ways of ensuring customer satisfaction adopted by ICICI BANK Vs HDFC & SBI.R.A College Washim Page 6
    • BANKING STRUCTURE IN INDIA Scheduled Banks in India (A) Scheduled Commercial Banks Public sector Private sector Foreign Banks Regional Rural Banks Banks in India Bank (28) (27) (29) (102) Nationalized Old Private Bank Banks Other Public New Private Sector Banks Banks (IDBI) SBI and its Associates (B) Scheduled Cooperative Banks Scheduled Urban Cooperative Scheduled State Cooperative Banks (55) Banks (31)Here we more concerned about private sector banks and competition among them.Today, there are 27 private sector banks in the banking sector: 19 old private sectorbanks and 8 newprivate sectorbanks.Thesenew bankshave brought in state-of-the-arttechnology andaggressively marketed their products. The Public sector banks arefacing a stiff competition from thenew private sector banks.The banks which have been setup in the 1990s under the guidelinesof theNarasimham Committee are referred to as NEW PRIVATE SECTOR BANKS. R.A College Washim Page 7
    • INTRODUCTIONThe banking section will navigate through all the aspects of the Banking System inIndia. It will discuss upon the matters with the birth of the banking concept in thecountry to new players adding their names in the industry in coming few years.The banker of all banks, Reserve Bank of India (RBI), the Indian BanksAssociation (IBA) and top 20 banks like IDBI, HSBC, ICICI, ABN AMRO, etc.has been well defined under three separate heads with one page dedicated to eachbank.However, in the introduction part of the entire banking cosmos, the past hasbeen well explained under three different heads namely: History of Banking in India Nationalization of Banks in India Scheduled Commercial Banks in IndiaThe first deals with the history part since the dawn of banking system in India.Government took major step in the 1969 to put the banking sector into systems andit nationalized 14 private banks in the mentioned year. This has been elaborated inNationalization Banks in India. The last but not the least explains about thescheduled and unscheduled banks in India. Section 42 (6) (a) of RBI Act 1934 laysdown the condition of scheduled commercial banks. The descriptions along with alist of scheduled commercial banks are given on this page.R.A College Washim Page 8
    • HISTORY OF BANKING IN INDIAWithout a sound and effective banking system in India it cannot have a healthyeconomy. The banking system of India should not only be hassle free but it shouldbe able to meet new challenges posed by the technology and any other external andinternal factors.For the past three decades Indias banking system has several outstandingachievements to its credit. The most striking is its extensive reach. It is no longerconfined to only metropolitans or cosmopolitans in India. In fact, Indian bankingsystem has reached even to the remote corners of the country. This is one of themain reasons of Indias growth process.The governments regular policy for Indianbank since 1969 has paid rich dividends with the nationalization of 14 majorprivate banks of India.Not long ago, an account holder had to wait for hours at thebank counters for getting a draft or for withdrawing his own money. Today, he hasa choice. Gone are days when the most efficient bank transferred money from onebranch to other in two days. Now it is simple as instant messaging or dial a pizza.Money have become the order of the day.The first bank in India, though conservative, was established in 1786. From 1786till today, the journey of Indian Banking System can be segregated into threedistinct phases. They are as mentioned below: Early phase from 1786 to 1969 of Indian Banks Nationalization of Indian Banks and up to 1991 prior to Indian banking sector Reforms.R.A College Washim Page 9
    • New phase of Indian Banking System with the advent of Indian Financial & Banking Sector Reforms after 1991. To make this write-up more explanatory, I prefix the scenario as Phase I, Phase II and Phase III.Phase IThe General Bank of India was set up in the year 1786. Next came Bank ofHindustan and Bengal Bank. The East India Company established Bank of Bengal(1809), Bank of Bombay (1840) and Bank of Madras (1843) as independent unitsand called it Presidency Banks. These three banks were amalgamated in 1920 andImperial Bank of India was established which started as private shareholdersbanks, mostly Europeans shareholders.In 1865 Allahabad Bank was established and first time exclusively by Indians,Punjab National Bank Ltd. was set up in 1894 with headquarters at Lahore.Between 1906 and 1913, Bank of India, Central Bank of India, Bank of Baroda,Canara Bank, Indian Bank, and Bank of Mysore were set up. Reserve Bank ofIndia came in 1935.During the first phase the growth was very slow and banks also experiencedperiodic failures between 1913 and 1948. There were approximately 1100 banks,mostly small. To streamline the functioning and activities of commercial banks, theGovernment of India came up with The Banking Companies Act, 1949 which waslater changed to Banking Regulation Act 1949 as per amending Act of 1965 (ActNo. 23 of 1965). Reserve Bank of India was vested with extensive powers for thesupervision of banking in India as the Central Banking Authority.R.A College Washim Page 10
    • During those day’s public has lesser confidence in the banks. As an aftermathdeposit mobilization was slow. Abreast of it the savings bank facility provided bythe Postal department was comparatively safer. Moreover, funds were largelygiven to traders.Phase IIGovernment took major steps in this Indian Banking Sector Reform afterindependence. In 1955, it nationalized Imperial Bank of India with extensivebanking facilities on a large scale especially in rural and semi-urban areas. Itformed State Bank of India to act as the principal agent of RBI and to handlebanking transactions of the Union and State Governments all over thecountry.Seven banks forming subsidiary of State Bank of India was nationalized in1960 on 19th July, 1969, major process of nationalization was carried out. It wasthe effort of the then Prime Minister of India, Mrs. Indira Gandhi. 14 majorcommercial banks in the country was nationalized.BANKS IN INDIAIn India the banks are being segregated in different groups. Each group has theirown benefits and limitations in operating in India. Each has their own dedicatedtarget market. Few of them only work in rural sector while others in both rural aswell as urban. Many even are only catering in cities. Some are of Indian origin andsome are foreign players.All these details and many more is discussed over here.The banks and its relation with the customers, their mode of operation, the namesof banks under different groups and other such useful information’s are talkedR.A College Washim Page 11
    • about.One more section has been taken note of is the upcoming foreign banks inIndia. The RBI has shown certain interest to involve more of foreign banks thanthe existing one recently. This step has paved a way for few more foreign banks tostart business in India.Major Banks in India ABN-AMRO Bank Indian Overseas Bank Abu Dhabi Commercial Bank IndusInd Bank American Express Bank ING Vysya Bank Andhra Bank Jammu & Kashmir Bank Allahabad Bank JPMorgan Chase Bank Bank of Baroda Karnataka Bank Bank of India KarurVysya Bank Bank of Maharastra Laxmi Vilas Bank Bank of Punjab Oriental Bank of Commerce Bank of Rajasthan Punjab National Bank Bank of Ceylon Punjab & Sind Bank BNP Paribas Bank Scotia Bank Canara Bank South Indian Bank Catholic Syrian Bank Standard Chartered Bank Central Bank of India State Bank of India (SBI) Centurion Bank State Bank of Bikaner & China Trust Commercial Bank Jaipur Citi Bank State Bank of Hyderabad City Union Bank State Bank of Indore Corporation Bank State Bank of Mysore State Bank of SaurastraR.A College Washim Page 12
    • Fact Files of Banks in IndiaThe first, the oldest, the largest, the biggest, get all such types of information’sabout Banking in India in this section.Bank of India was founded in 1906 in Mumbai. It became the first Indian bank toopen a branch outside India in London in 1946 and the first to open a branch incontinental Europe at Paris in 1974.PUBLIC SECTOR BANKS Among the Public Sector Banks in India, United Bank of India is one of the 14major banks, which were nationalized on July 19, 1969. Its predecessor, in thePublic Sector Banks, the United Bank of India Ltd., was formed in 1950 with theamalgamation of four banks viz. Camilla Banking Corporation Ltd. (1914), BengalCentral Bank Ltd. (1918), Camilla Union Bank Ltd. (1922) andHooghlyBankLtd.(1932). Oriental Bank of Commerce (OBC), Government of India Undertaking offersDomestic, NRI and Commercial banking services. OBC is implementing aGRAMEEN PROJECT in Dehradun District (UP) and Hanumangarh District(Rajasthan) disbursing small loans. This Public Sector Bank India has implemented14 point action plan for strengthening of credit delivery to women and hasdesignated 5 branches as specialized branches for women entrepreneurs.The following are the list of Public Sector Banks in India Allahabad Bank Andhra BankR.A College Washim Page 13
    • Bank of Baroda Bank of India Bank of Maharastra Canara Bank Central Bank of India Corporation BankList 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 TravancorePRIVATE SECTOR BANKS:Private banking in India was practiced since the beginning of banking system inIndia. The first private bank in India to be set up in Private Sector Banks in Indiawas IndusInd Bank. It is one of the fastest growing Bank Private Sector Banks inIndia. IDBI ranks the tenth largest development bank in the world as Private Banksin India and has promoted world class institutions in India.The first Private Bank in India to receive an in principle approval from the ReserveR.A College Washim Page 14
    • Bank of India was Housing Development Finance Corporation Limited, to set up abank in the private sector banks in India as part of the RBIs liberalization of theIndian Banking Industry. It was incorporated in August 1994 as HDFC BankLimited with registered office in Mumbai and commenced operations as ScheduledCommercial 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 year1934. With successive years of patronage and constantly setting new standards inbanking, ING Vysya Bank has many credits to its account.R.A College Washim Page 15
    • INDIAN BANKING INDUSTRYThe Indian banking market is growing at an astonishing rate, withAssets expectedto reach US$1 trillion by 2010. An expanding economy, middle class, andtechnological innovations are allcontributing to this growth. The country’s middle class accounts for over 320 million People. In correlationwith the growth of the economy, rising income levels, increased standard of living,and affordability of banking products are promising factors for continuedexpansion.The Indian banking market is growing at an astonishing rate, withAssets expected to reach US$1 trillion by 2010. An expanding economy, middleclass, and technological innovations are allcontributing to this growth.The Indian banking Industry is in the middle of an IT revolution, Focusingon the expansion of retail and rural banking. Players are becomingincreasingly customer - centric in their approach, which has resulted ininnovative methods of offering new bankingproducts and services. Banks arenow realizing the importance of being a big player and are beginning tofocus their attention on mergers and acquisitions to take advantage ofeconomies of scale and/or comply with Basel II regulation.―Indian bankingR.A College Washim Page 16
    • industry assets are expected to reach US$1 trillion by 2010 and are poised toreceive a greater infusion of foreign capital,‖ says PrathimaRajan, analyst inCelents banking group and author of the report. ―The banking industry shouldfocus on having a small number of large players that can compete globally ratherthan having a large number of fragmented players."Type Private, BSE & NSE, NYSE 1955 (as Industrial credit andFounded Investment corporation of India) ICICI Bank Ltd., ICICI Bank Towers,Headquarters BandraKurla Mumbai, India N Vaghul, K.V. Kamath,Key people ChandaKochhar, V Vaidyanathan, MadhabiPuri Banking InsuranceIndustry Capital Markets and allied industries Loans, Credit Cards,Products Savings, Investment vehicles,R.A College Washim Page 17
    • Insurance etc.Revenue ▲ USD 5.79 billion Rs. 3,997.95 billion (US$Total assets 100 billion) at March 31, 2008. OVERVIEWICICI Bank (formerly Industrial Credit and Investment Corporation ofIndia). ICICI Limited was established in 1955 by the World Bank, theGovernment of India and the Indian Industry, for the promotion of industrialdevelopment in India by giving project and corporate finance to the industries inIndia. ICICI Bank has grown from a development bank to a financial conglomerateand has become one of the largest public financial institutions in India. ICICI Bankhas financed all the major sectors of the economy, covering 6,848 companies and16,851 projects. As of March 31, 2000, ICICI had disbursed a total ofRs.1,13,070crores, since inception.ICICI Bank Fact Files:Total assets: Rs.146,214crore (December 31, 2004)Network: 530 branchesATMs: Over 1,880Abroad Subsidiaries: United Kingdom and CanadaAbroad branches: Singapore and BahrainRepresentative offices: United States, China, United Arab Emirates, andBangladesh and South Africa.R.A College Washim Page 18
    • ICICI Bank currently has subsidiaries in the United Kingdom, Russia andCanada, branches in Singapore, Bahrain, Hong Kong, Sri Lanka and DubaiInternational Finance Center and representative offices in the United States, UnitedArab Emirates, China, South Africa and Bangladesh. Our UK subsidiary hasestablished a branch in Belgium. ICICI Bank is the most valuable bank in India interms of market capitalization. BUSINESS OBJECTIVESVisionTo be the leading provider of financial services in India and a major global bank.Mission  We will leverage our people, technology, speed and financial capital to:be the banker of first choice for our customers by delivering high quality, world-classservice.  Expand the frontiers of our business globally.  Play a proactive role in the full realisation of India’s potential.  maintain a healthy financial profile and diversify our earnings across businesses and geographies.  Maintain high standards of governance and ethics.R.A College Washim Page 19
    •  Contribute positively to the various countries and markets in which we operate.  Create value for our stakeholders. Product and Services Service and banking of ICICI bank categorized in to personal banking, businessbanking and NRI banking services.Personal banking- Deposit in form of saving, recurring, term deposit, seniorcitizen deposit and children depository account are there for individual customercan also avail of their housing, automobile, farm equipment, business or personalloan scheme. Personal client can also invest in mutual funds and participate instock trading through ICICI bank. Business banking – Business banking services of ICICI Bank are exhaustive. Project financing, deal assessment, and land evaluation are investment banking services offered to corporate clients. Global trade and cash management transaction services facilitate remittances and receipts across important cities. Capital market and custodial services enable business houses to participate in equity trading and transfer acrossmajor stock markets of world. CustomerICICI bank targets all segment of customer with various types of products andservices. I interacted with aa lot of customers and collect their feedback on thegiven services of company, and feedback are positive response from all point ofview. Customers are beneficiary from both sides monetary as well as nonmonetary. The bank targets to add nearly 500,000 customers under the new schemein the next one year and plans to offer auto loans through the new online channel inthe future, ICICI Banks Executive Director, V Vaidyanathan, said here.As of now,nearly 24 per cent of our customer transactions are happening through internet. Weare primarily targeting our urban customers, who constitute nearly 70 per cent ofour total customer-base," Vaidyanathan said.R.A College Washim Page 20
    •  Conform to legal requirements or comply with legal process;  Protect and defend ICICI banks or its affiliates rights, interests or property;  Enforce the terms and conditions of the products or services; or  Act to protect the interests of ICICI bank, its affiliates, or its members, constituents or of other persons. CompetitorThe main competitor of is ICICI bank is SBI because this bank is totally taken bygovernment after this bank HDFC bank is the main competitor of ICICI bank.There are different types of segment operation semment, investment and services,demat and NRI services.The competitor from the operation segment are State Bankof India(SBI), Axis, Housing Development and Financial corporation(HDFC)etc.From the investment And service sector HDFC standard life insurancecorporation, Bharati Axa life insurance ,Reliance Life Insurance Corporation, Maxnew work life insurance SBI Life insurance,Life Insurance Corporation of India.Indemat section India bull,Anangram,SBI,HDFC,India Infoline are the maincompetitor of ICICI bank.In the NRI service section the Western Union bank is themain competitor of ICICI bank.There are some other company who also competewith the ICICI bank After the SBI the HDFC bank is the main competitor of ICICIbank.HDFC Bank Ltd. is a commercial bank of India, incorporated in August 1994,after the Reserve Bank of India allowed establishing private sector banks. TheBank was promoted by the Housing Development Finance Corporation, a premierhousing finance company (set up in 1977) of India. HDFC Bank has 1,500branches and over 2,890 ATMs, in 530 cities in India, and all branches of the bankR.A College Washim Page 21
    • are linked on an online real-time basis. As of September 30, 2008 the bank hadtotal assets of INR 1006.82 billion.State Bank of India is the largest bank in India. It is also, measured by the numberof branch offices and employees, the second largest bank in the world.[citationneeded] The bank traces its ancestry back through the Imperial Bank of India to thefounding in 1806 of the Bank of Calcutta, making it the oldest commercial bank inthe Indian Subcontinent. There are some other banks which gives challengingsome how in the banking and service sectorthey are:  Allahabad Bank  Andhra Bank  Bank of Baroda  Bank of India  Bank of Maharashtra  Canara Bank  Central Bank of India  Corporation Bank  Dena Bank  IDBI Bank  Indian Bank  Indian Overseas Bank  Oriental Bank of Commerce  Punjab & Sind Bank  Punjab National Bank  Syndicate BankR.A College Washim Page 22
    •  UCO Bank  Union Bank of India  United Bank of India  Vijaya Bank EnvironmentAn employer the bank extends a lot of authority along with justified accountabilityto you. The working culture is very collaborative in nature. It can be owed to thefact that the bank is highly segmented with a lot of overlapping and mostly distinctroles and responsibility.ICICI Bank has established itself as a one stop solution(Universal Bank) for all financial need of individuals and institutions alike. Thecredit for the same can be attributed to its vast network, probably the largest amongprivate sector banks.This makes the life of an employee a lot easier, especially forthose who face the external customers. You do not have to justify yourorganization, it is only the product that has to be pitched. As far as employeebenefits are concerned, ICICI Bank offers a lot of financial benefits ranging fromyour family health insurance to your kids school donations. The organization issensitive to the needs of its employees as this quality is one of the building blocks(DNA) of the organizational culture. The organization will be giving you enoughflexibility to innovate and come-up with new ideas. It will also exhibit its in termsof well laid systems, processes and infrastructure.BUSINESS OBJECTIVES:VisionTo be the leading provider of financial services in India and a major global bank.Mission  We will leverage our people, technology, speed and financial capital to:be the banker of first choice for our customers by delivering high quality, world-classservice.R.A College Washim Page 23
    •  expand the frontiers of our business globally.  play a proactive role in the full realisation of India’s potential.  maintain a healthy financial profile and diversify our earnings across businesses andgeographies.  maintain high standards of governance and ethics.  contribute positively to the various countries and markets in which we operate.  create value for our stakeholders.CUSTOMERICICI bank targets all segment of customer with various types of products andservices. I interacted with aa lot of customers and collect their feedback on thegiven services of company, and feedback are positive response from all point ofview. Customers are beneficiary from both sides monetary as well as nonmonetary. The bank targets to add nearly 500,000 customers under the new schemein the next one year and plans to offer auto loans through the new online channel inthe future, ICICI Banks Executive Director, V Vaidyanathan, said here."As of now, nearly 24 per cent of our customer transactions are happening throughinternet. We are primarily targeting our urban customers, who constitute nearly 70per cent of our total customer-base," Vaidyanathan said.Customers, opting for the service can also benefit from the quantum optimafacility, wherein if the balance exceeds Rs 5,000, the money will automatically betransferred to a fixed deposit scheme, he said. The facility, which also enablecustomers to transact between an ICICI Bank account and accounts in other banks,is being offered free of cost, he said ICICI bank, presently, has above 2 crorecustomers. The lender opened nearly 470 branches in the last fiscal. The lender hasalso plans to launch SMS n Cash scheme later this week under which ICICIaccount holders can transfer funds to those who do not have a bank account.  ICICI bank undertakes not to disclose the information provided by the customers to any person, unless such action is necessary to:  Conform to legal requirements or comply with legal process;  Protect and defend ICICI banks or its affiliates rights, interests or property;  Enforce the terms and conditions of the products or services; or  Act to protect the interests of ICICI bank, its affiliates, or its members, constituents or of other persons.R.A College Washim Page 24
    • COMPETITORThe main competitor of is ICICI bank is SBI because this bank is totally taken bygovernment after this bank HDFC bank is the main competitor of ICICI bank.There are different types of segment operation semment, investment and services,demat and NRI services.The competitor from the operation segment are State Bankof India(SBI), Axis, Housing Development and Financial corporation(HDFC)etc.From the investment And service sector HDFC standard life insurancecorporation, Bharati Axa life insurance ,Reliance Life Insurance Corporation, Maxnew work life insurance SBI Life insurance,Life Insurance Corporation of India.Indemat section India bull,Anangram,SBI,HDFC,India Infoline are the maincompetitor of ICICI bank.In the NRI service section the Western Union bank is themain competitor of ICICI bank.HDFC Bank Ltd. is a commercial bank of India, incorporated in August 1994,after the Reserve Bank of India allowed establishing private sector banks. TheBank was promoted by the Housing Development Finance Corporation, a premierhousing finance company (set up in 1977) of India. HDFC Bank has 1,500branches and over 2,890 ATMs, in 530 cities in India, and all branches of the bankare linked on an online real-time basis. As of September 30, 2008 the bank hadtotal assets of INR 1006.82 billion.ENVIRONMENTAn employer the bank extends a lot of authority along with justified accountabilityto you. The working culture is very collaborative in nature. It can be owed to thefact that the bank is highly segmented with a lot of overlapping and mostly distinctroles and responsibility.ICICI Bank has established itself as a one stop solution(Universal Bank) for all financial need of individuals and institutions alike. Thecredit for the same can be attributed to its vast network, probably the largest amongprivate sector banks.This makes the life of an employee a lot easier, especially forthose who face the external customers. You do not have to justify yourorganization, it is only the product that has to be pitched. As far as employeebenefits are concerned, ICICI Bank offers a lot of financial benefits ranging fromyour family health insurance to your kids school donations. The organization issensitive to the needs of its employees as this quality is one of the building blocks(DNA) of the organizational culture. The organization will be giving you enoughflexibility to innovate and come-up with new ideas. It will also exhibit its in termsof well laid systems, processes and infrastructure. It will extend a fast track growthfor those with extraordinary talent at the same time offer stability to those who areR.A College Washim Page 25
    • able to deliver satisfactorily.Overall, I would say it’s a lifetime experience to workwith such a behemoth organization. It might not be the best paymaster but itdefinitely will impress you with its capability as the head master (Principal) ofbanking industry.there are huge competition between the eployee to achieve theogoal.TECHNOLOGYICICI use many type of advance technological software like Pinnacle 7.0 andPinnacle7.016.Among from this software ICICI bank uses the e-banking, corebanking, mobile banking electronic display sy ICICI Bank was using Teradata forits data warehouse. However, due to its proprietary hardware, the cost ofprocurement, upgrades and administration was soaring. The closed boxarchitecture of Teradata imposed restrictions on scalability. Secondly, queryingand loading could not happen simultaneously. Queries could only be run duringbusiness hours because the loading of data had to take place during off-businesshours. This meant that the refresh rate of EDW was delayed, so queries may notreflect the most current data. ICICI Bank was also dependent on Teradata forsupport and other activities: The bank was completely tied down to that solution.ERP Systems IntegrationPinnacle Software Solutions has the expertise and experience to assist you withyour enterprise systems integration. From developing your strategy, throughimplementation and support, we bring the right combination of resources,management skillsets, and technical know-how. We will help you successfullyintegrate your Enterprise Resource Planning (ERP) systems into your overallbusiness and technology infrastructure.Whether you are planning an upgrade of an existing ERP system, or a completereplacement of a legacy application and platform, we can help you improve yourfinancial, human resources, electronic mail, and other business systems. We workwith the leading ERP systems, including the latest versions of the Oracle andPeopleSoft applications:  General Ledger  Project Costing  Accounts Payable  Human Resources  Accounts Receivable  Payroll  Purchasing  Benefits  Asset Management  CompensationR.A College Washim Page 26
    • ICICI Prudential Life Insurance Company LimitedICICI Prudential life Insurance Company Limited was incorporated on 20th July2000.The authorized capital of the company is Rs.2300 million and the paid upcapital is Rs.1500 million. The company is joint venture of ICICI (74%) and UKbased company Prudential Plc (26%). The company was granted certificate ofregistration for carrying business, by Insurance Regulatory and DevelopmentAuthority on 24th November 2000. It commenced commercial operation from 19 thDecember 2000 and becoming a leading private sector life insurance company.Vision and MissionTheir vision is to make ICICI Prudential Life Insurance Company the dominantnew insurer in the life insurance industry. This they hope to achieve through theircommitment to excellence, focus on service, speed and innovation, and leveragingour technological expertise.Board of DirectorsThe ICICI Prudential Life Insurance Company Limited Board comprises reputedpeople from the finance industry both from India and abroad.Shri K.V. Kamath, ChairmanMr. Mark TuckerSmt. Lalita D. GupteMr. Danny BardinMrs. KalpanaMorpariaShri M.P. ModiMr. John CaouetteShriS.P.Subhedar, (Alternate Director to Mr. Danny Bardin)Mr. Derek Stott, (Alternate Director to Mr. Mark Tucker)Smt. Shikha Sharma, Managing DirectorManagement TeamMs. Shikha Sharma, Managing DirectorMr. Kevin Wright, Executive Vice President - Sales & DistributionMs. MadhaviSoman, Chief - Strategic InitiativesMr. V. Rajagopalan, Appointed ActuaryMr. SandeepBatra, Chief Financial Officer & Company SecretaryMr. Saugata Gupta, Chief - Marketing & ServiceMr. Shubhro J. Mitra, Chief - Human ResourcesR.A College Washim Page 27
    • Corporate Office:ICCI Prulife Towers,1089, AppasahabMaratheMarg,Prabhadevi,Mumbai 400 025.Telephone Number: 022-462 1600Website : www.iciciprulife.comICICI Lombard General Insurance CompanyICICI Lombard General Insurance Company Limited is a 74:26 joint venturebetween ICICI Bank Limited and Canada based Fairfax FinancialHoldings Limited. ICICI Bank is Indias second largest bank, while FairfaxFinancial Holdings is a diversified financial corporate engaged ingeneral insurance, reinsurance, insurance claims managementand Investmentmanagement. Lombard Canada Ltd, a group company of FairfaxFinancial Holdings Limited, is one of Canadas oldest property and casualtyinsurers. ICICI Lombard General Insurance Company received regulatoryapprovals to commence general insurance business in August 2000.Board Members  Mr K V Kamath, Chairman  Mr R Athappan, Director  Mr B V Bhargava, Director  MrDileepChoksi, Director  Mr James F Dowd, Director  MsLalita D Gupte, Director  MsKalpanaMorparia, Director  Mr S Mukherji, Director  MrChandranRatnaswami, Director  Mr H N Sinor, Director  MrSandeepBakhshi, Managing Director & CEOAudit Committee  Mr. S Mukherji, Chairman  Mr. DileepChoksi, DirectorR.A College Washim Page 28
    •  Mr. James F Dowd, Director  Mr. H.N. Sinor, DirectorInvestment Committee  Mr. ChandranRatnaswami, Chairman  Ms. KalpanaMorparia, Director  Mr. SandeepBakhshi,, Managing Director & CEO  Mr. S Gopalakrishnan, Head – Investments  Mr. Rakesh Jain, Head-Finance & Accounts  Mr. Liyaquat Khan, Appointed ActuaryBoard Governance Committee  Ms. KalpanaMorparia, Chairperson  Mr. ChandranRatnaswami, Director  Mr. H. N. Sinor, DirectorRetail Segment of ICICI Lombard General Insurance :ICICI Lombards Retail Segment consists of personal insurance products - Health,Home, Motor and Travel insurances.Health InsuranceICICI Lombard is known to be a pioneer in introducing innovative concepts in theIndian health Insurance sector. Be it the floater concept, the critical illness cover orthe tax gain policy, all these were first introduced by ICICI Lombard. It was alsoone of the first general insurance companies in India to have a robust online systemin place for buying and renewing policies.The various plans offered by ICICI Lombard include Family Floater Plan - whereone policy covers the entire family, Health Advantage Plus - where they coverOPD and dental expenses, also help save maximum tax under section 80Dand Critical Illness plan - a special policy covering a list of critical illnesses. Theyalso have a basic Personal Accident Plan which covers against accidents. ICICILombard health plans also provide coverage against terrorism.R.A College Washim Page 29
    • Home InsuranceHome Insurance is actually one of the most neglected areas in the generalinsurance category. Simply, because people in general, especially in India, do notgive much importance to it. However, in the recent years, due to the increase inawareness, and the great extent of damage caused to property due to naturalcalamities and terrorism, it has been gaining importance. The Home InsurancePolicyoffered by ICICI Lombard covers both the structure and the contents of thehouse. You can opt for either of the covers or both. Unlike other policies, it alsocovers damage due to terrorist activities, loss of cash, public liability, temporaryresettlement and others.Motor InsuranceAs Motor Insurance is mandatory in India and is governed by the Motor Tariff Act,the policies offered by various companies are more or less the same. There is notmuch room for innovation in this category. ICICI Lombard too offers CarInsurance and Two Wheeler Insurance. They are known to offer one of the bestrates in the market. As the entire buying process is online and is instant, withoutany submission of documents or other formalities, people generally opt it forconvenience.Travel InsuranceTravel insurance is one of the most prominent sector of general insurance,especially overseas travel insurance and student medical insurance. ICICI Lombardoffers various options in both the categories. The Overseas TravelPlans and Student Medical Plans offered cover medical and non-medical expenses,including compensation for flights hijacked and pre existing diseases in case ofemergency. They charge on a per day basis if the travel is more than 7 days. ICICILombard has tied up with United Health Group to facilitate access to all its clinicswhile in U.S.The Student Medical Plans are accepted in almost universities worldwide. Theyalso have a section in their website, University Search, where one can find specificplans for specific universities.All the above retail policies can be bought online, without any documentationthrough their website www.icicilombard.com .One can not only buy, but alsomanage and renew their insurance policies online.R.A College Washim Page 30
    • TechnologyICICI use many type of advance technological software like Pinnacle 7.0 andPinnacle7.016.Among from this software ICICI bank uses the e-banking, corebanking, mobile banking electronic display sy ICICI Bank was using Teradata forits data warehouse. However, due to its proprietary hardware, the cost ofprocurement, upgrades and administration was soaring. The closed boxarchitecture of Teradata imposed restrictions on scalability. Secondly, queryingand loading could not happen simultaneously. Queries could only be run duringbusiness hours because the loading of data had to take place during off-businesshours. This meant that the refresh rate of EDW was delayed, so queries may notreflect the most current data. ICICI Bank was also dependent on Teradata forsupport and other activities: The bank was completely tied down to that solution.These issues compelled ICICI Bank to look for more efficient and flexiblesolutions. The solution would have to address not only current issues, butaccommodate future growth expectations and business requirements. ICICI Bankevaluated numerous data warehousing solutions in the pursuit of solving its issues,and developed a shortlist of alternatives for its migration proof-of-concept: Sybase,SAS and Netezza. The primary criteria for evaluation was the price-to-performanceratio where Sybase IQ emerged the clear winner. During this rigorous testing,Sybase IQ delivered faster results on independent hardware and operating systemswith minimum infrastructure. Commending the improvements achieved, AmitSethi, Joint General Manager, ICICI bank says, "What impressed us wasthat evenwith overall lower costs, we could achieve significantly better queryperformanceafter implementing the Sybase enterprise warehouse solution." ICICIInfotech today launched an enterprise resource planning (ERP) solution for theR.A College Washim Page 31
    • small and medium enterprises.The ERP package - Orion Advantage - comesbundled with an HP dual processor Xeon server, Oracle 9i database, Windows2003 server and costs about Rs 9.90 lakh and has a 15-user license.An ERPpackage helps a manufacturer or any other business implementing it to manage allthe important parts in the company such as product planning, parts purchasing,maintaining inventory and interacting with suppliers and customers. ICICI GROUPICICI VENTUREICICI Venture is the largest and one of the most successful private equity andVenture capital management companies in India with aggregate funds underManagement in excess of USD 2 billion. ICICI Venture is a subsidiary of ICICIBank, India’s second-largest bank with total assets of about US$ 56.3 bn (March31, 2006) and market capitalization of about USD 10.8 bn (June 2006).R.A College Washim Page 32
    • Over the years, ICICI Venture has built an enviable portfolio of companies inthe sectors of information technology, pharmaceuticals, biotechnology, media andretail thereby delivering value consistently to its investors. ICICI Venture has the distinction of managing a large number of exits in theCountry. With over 100 liquidity events, the organization has reaped richExperience and is well positioned to handle IPOs, strategic sale and/or mergers.ICICI SECURITIES – India’s Leading Investment BankICICI Securities Limited is India’s leading full service investment bank with aDominant position in all segments of its operations - Corporate Finance, FixedIncome and Equities. It is a subsidiary of ICICI Bank, the largest private sectorbank in India and operates out of Mumbai with offices in New Delhi, Chennai,Kolkata, New York, London and Singapore. Under the able leadership ofMr.S.Mukherji, Managing Director and CEO, ICICI Securities continues to growas reflected in its performance over the past couple of years. The Corporate Finance team has consistently been among the top players inM&As and fund raising from domestic and international capital markets. TheEquities 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 abenchmark for the industry.PRUDENTIAL ICICIPrudential ICICI Asset Management Company enjoys the strong parentage ofPrudentialplc, one of UKs largest players in the insurance & fund managementR.A College Washim Page 33
    • sectors and ICICI Bank, a well-known and trusted name in financial services inIndia. Prudential ICICI Asset Management Company, in a span of just over eightyears, has forged a position of pre-eminence in the Indian Mutual Fund industry asone of the largest asset management companies in the country with assets undermanagement of Rs. 23559.60 crores (as of March 31, 2006). The Companymanages a comprehensive range of schemes to meet the varying investment needsof its investors spread across 68 cities in the country.PRUDENTIAL LIFE INSURANCEIndias Number One private life insurer, ICICI Prudential Life Insurance Companyis a joint venture between ICICI Bank-one of Indias foremost financial servicescompanies-and Prudentialplc- a leading international financial services groupheadquartered in the United Kingdom. Total capital infusion stands at Rs. 15.85billion, with ICICI Bank holding a stake of 74% and Prudential plc holding 26%.We began our operations in December 2000 after receiving approval fromInsurance Regulatory Development Authority (IRDA). Today, our nation-wideteam comprises nearly 120,000 insurance advisors, 18 banc assurance partners and200 corporate agent tie-ups.Vision and MissionTheir vision is to make ICICI Prudential Life Insurance Company the dominantnew insurer in the life insurance industry. This they hope to achieve through theircommitment to excellence, focus on service, speed and innovation, and leveragingour technological expertise.R.A College Washim Page 34
    • The success of the organisation will be founded on its strong focus on values andclarity of purpose. These include: Understanding the needs of customers and offering them superior products and service Building long lasting relationships with their partners Providing an enabling environment to foster growth and learning for their employeesCorporate Office:ICCI Prulife Towers,1089, AppasahabMaratheMarg,Prabhadevi,Mumbai 400 025.Telephone Number: 022-462 1600Website : www.iciciprulife.comICICI LOMBARDICICI Lombard General Insurance Company Limited is a 74:26 joint venturebetween ICICI Bank Limited and the US-based $ 26 billion Fairfax FinancialHoldings Limited. ICICI Bank is Indias second largest bank, while FairfaxFinancial Holdings is a diversified financial corporate engaged in generalinsurance, reinsurance, insurance claims management and investmentmanagement. Lombard Canada Ltd, a group company of Fairfax FinancialHoldings Limited, is one of Canadas oldest property and casualty insurers. ICICILombard General Insurance Company received regulatory approvals to commencegeneral insurance business in August 2001.R.A College Washim Page 35
    • ICICI Lombard General Insurance Company Limited is a 74:26 joint venture between ICICI Bank Limited and Canada based Fairfax Financial Holdings Limited. ICICI Bank is Indias second largest bank, while Fairfax Financial Holdings is a diversified financial corporate engaged in general insurance, reinsurance, insurance claims management and Investmentmanagement. Lombard Canada Ltd, a group company of Fairfax Financial Holdings Limited, is one of Canadas oldest property and casualty insurers. ICICI Lombard General Insurance Company received regulatory approvals to commence general insurance business in August 2000. Retail Segment of ICICI Lombard General Insurance :ICICI Lombards Retail Segment consists of personal insurance products - Health,Home, Motor and Travel insurances.Health InsuranceICICI Lombard is known to be a pioneer in introducing innovative concepts in theIndian health Insurance sector. Be it the floater concept, the critical illness cover orthe tax gain policy, all these were first introduced by ICICI Lombard. It was alsoone of the first general insurance companies in India to have a robust online systemin place for buying and renewing policies.The various plans offered by ICICI Lombard include Family Floater Plan - whereone policy covers the entire family, Health Advantage Plus - where they coverOPD and dental expenses, also help save maximum tax under section 80Dand Critical Illness plan - a special policy covering a list of critical illnesses. TheyR.A College Washim Page 36
    • also have a basic Personal Accident Plan which covers against accidents. ICICILombard health plans also provide coverage against terrorism.Home InsuranceHome Insurance is actually one of the most neglected areas in the generalinsurance category. Simply, because people in general, especially in India, do notgive much importance to it. However, in the recent years, due to the increase inawareness, and the great extent of damage caused to property due to naturalcalamities and terrorism, it has been gaining importance. The Home InsurancePolicyoffered by ICICI Lombard covers both the structure and the contents of thehouse. You can opt for either of the covers or both. Unlike other policies, it alsocovers damage due to terrorist activities, loss of cash, public liability, temporaryresettlement and others.Motor InsuranceAs Motor Insurance is mandatory in India and is governed by the Motor Tariff Act,the policies offered by various companies are more or less the same. There is notmuch room for innovation in this category. ICICI Lombard too offers CarInsurance and Two Wheeler Insurance. They are known to offer one of the bestrates in the market. As the entire buying process is online and is instant, withoutany submission of documents or other formalities, people generally opt it forconvenience.Travel InsuranceTravel insurance is one of the most prominent sector of general insurance,especially overseas travel insurance and student medical insurance. ICICI Lombardoffers various options in both the categories. The Overseas TravelPlans and Student Medical Plans offered cover medical and non-medical expenses,R.A College Washim Page 37
    • including compensation for flights hijacked and pre existing diseases in case ofemergency.NRI ServicesICICI Lombard has developed insurance policies for Non-resident Indians that canbe bought, renewed and tracked online.Parents Health Insurance covers hospitalization and medical expenses incurred byparents of the policyholder in India. For parents travelling outside India, ICICILombard offers a Parents Overseas Travel Insurance policy.An NRI can insure his children/ dependents travelling abroad to study, under theStudent Medical Insurance plan. Likewise, the Home Insurance and Car Insuranceschemes enables an NRI to secure his assets in India.ChannelsChannel is the term used for the various approaches a company uses to tap itscustomers. ICICI Lombard uses a multi channel approach to ensure the sales,service and other allied activities are carried out in the most effective manner.RetailThe Retail channel consists of sales executves, sales officers, brokers and agents.They are the one who are in direct contact with the customers and bring theinnovative insurance solutions to their doorsteps.OnlineICICI Lombard has developed a web-based system to meet all the pre and post-policy transaction. One can get quotes, buy, renew and track their policies onlinethrough the website [www.icicilombard.com]. With the do-it-yourself architecture,the online channel is fast, convenient, easy to understand and operate.R.A College Washim Page 38
    • Technology Used in ICICI BankIn the era of globalization each and every sector faced the stiff competitionfrom their rivals. And world also converted into the flat from the globe. After thepolicy of liberalization and RBI initiatives to take the step for the private sectorbanks, more and more changes are taking the part into it. And there are createcompetition between the private sector banks and public sector bank.Private sectorbanks are today used the latest technology for the different transaction of day today banking life. As we know that Information Technology plays the vital rolein the each and everyindustries and gives the optimum return from the limitedresources.Centralized Processing Units Derived Economies of ScaleElectronic Straight Through Reduced Transaction CostProcessingData Warehousing , CRM Improve cost efficiency, Cross sellInnovative Technology Application Provide new or superior productsICICI Bank Product & Customer Segment:R.A College Washim Page 39
    • PERSONAL BANKING Loan Product Deposit Product Investment & Insurance Auto Loan Saving a/c Mutual Fund Loan Against Current a/c Bonds Security Fixed deposit Knowledge Centre Loan Against Demat a/c Insurance Property Safe Deposit General and Health Personal loan Lockers Insurance Credit card Equity and 2-wheeler loan Derivatives Commercial Mudra Gold Bar vehicles finance Home loans Retail business banking Tractor loan Working Capital Finance Construction Equipment Finance Health Care Finance Education Loan Gold LoanR.A College Washim Page 40
    • PRODUCTICICI 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 yourdoorstep. Select any of our deposit products and provide your details online andour 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 waitingin queuesSENIOR 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 returnsthat you need. Thats why we have an ideal Banking Service for those who are 60years and above. The Senior Citizen Services from ICICI Bank has severaladvantages that are tailored to bring more convenience and enjoyment in your life.YOUNG STARS Its really important to help children learn the value of finances and money management at an early age. Banking is a serious business,R.A College Washim Page 41
    • but we make banking a pleasure and at the same time children learn how tomanage their personal finances.FIXED DEPOSITS Safety, Flexibility, Liquidity and Returns!!!! A combination of unbeatable features of the Fixed Deposit from ICICI Bank.RECURRING DEPOSITS When expenses are high, you may not have adequate funds to make big investments. But simply going ahead without saving for the future is not 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 onmaturity. So you enjoy twin advantages- affordability and higher earningsHOME 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 theProcess. Its really easy!PERSONAL LOANS If youre looking for a personal loan thats 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 loanfor an amount up to Rs. 15 lakhsR.A College Washim Page 42
    • CAR LOAN The NO 1 financier for car loans in the country.Network of more than 1500 channel partners in over 780 locations.Tie-ups with all leading automobile manufacturers to ensure the best deals.Flexibleschemes & quick processing.Hassle-free application process on the click of amouse.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.TWO WHEELER LOANS Avail attractive schemes at competitive interest rates from the No 1 Financier for Two Wheeler Loans in the country. Finance facility up to 90% of the On Road Cost of the vehicle, repayable in convenientrepayment options and comfortable tenors from 6 months to 36 months. Ride homeon your Dream Two Wheeler with our hassle free finance.FARM EQUIPMENT LOANS Preferred financier for almost all leading tractor manufacturers in the country. Flexible repayment options in tandem with the farmersR.A College Washim Page 43
    • seasonal liquidity. Monthly, Quarterly and Half-yearly repayment patterns tochoose from. Comfortable repayment tenures from 1 year to 9 yearCREDIT 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 emergencyassistance service, discounts, utility payments, travel discounts and much more.DEBIT CARDS The ICICI Bank Debit Card is a revolutionary form of cash that allows customers to access their bank account around the clock, around the world. The ICICI Bank Debit Card can be used forshopping at more than 100,000 merchants in India and 13 million merchantsworldwide.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 BankTravel Card. Issued in duplicate. Offers the Pin based security. Has theconvenience of usage of Credit or Debit card.PRE PAID CARDSR.A College Washim Page 44
    • 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 aVISA platform thus providing accessibility to over one lakh merchantestablishments & cash withdrawal from all VISA ATMs in India.Investments s At ICICI Bank, we care about all your needs. Along with Depositproducts and Loan offerings, ICICI Bank assists you to manage your finances byproviding various investment options ranging from ICICI Bank Tax Saving Bondsto 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, 2004You can invest in above products through any of our branches. For select productsICICI Bank also provides the ease of investing through electronic channels likeATMs and Internet (ICICIdirect.com)R.A College Washim Page 45
    • ICICI Bank Pure GoldGold has been traditionally the most favored form of investment for Indians. Infact, India, even today is amongst the highest consumers of Gold in the world.However, the Gold market remains largely unorganized with reliability andconvenience remaining the key issues for gold buyers in the country.ICICI Bankwith its `Pure Gold offer attempts to bridge the gap between the need of thecustomers for buying gold and availability of an organized avenue to satisfy thatneed, by taking care of the two key components - Reliability and Convenience.Reliability 24 Carat ICICI Bank Pure Gold is imported from Switzerland. ThisGold carries a 99.99% Assay Certification, signifying highest level of purity, as perinternational standards.ConvenienceICICI Bank Pure Gold is competitively priced based on daily prices in theinternational bullion market. Currently, gold is available in 2.5g, 5g, 8g, 20g and50g categories.FOREX ServicesICICI Banks Foreign Exchange Services will help you organize your foreignexchange in the most hassle free manner. Whether its Foreign Currency, TravelersCheques or Travel Card, ICICI Bank Foreign Exchange Services is a one-stopsolution to your foreign exchange requirement.R.A College Washim Page 46
    • STRENGHTS1) Online Services: ICICI Bank provides online services of all it’s bankingfacilities. It also provides D-Mart account facilities on-line, so a person can accesshis account from anywhere he is.[D-Mart is a dematerialized account opened by a salaried person forpurchase & sale of shares of different companies.]2) Advanced Infrastructure: Branches of ICICI Bank are well equipped withadvanced technology to provide the customers with taster banking services. All thecomputerized machines are located in suitable manner & are very useful to thecustomers & staff of the bank.3) Friendly Staff: The staff of ICICI Bank in all branches is very friendly & helpthe customers in all cases. They provide faster services along with bonding &personal relationship with the customers.4) 12 hrs. Banking services: Compared to other bank ICICI bank provides longhrs. of services i.e. 8-8 services to the customers. This service is one of it’s kind &is very helpful for the customers who are in urgent need of money.5) Other Facilities to the Customers & Employees: ICICI Bank also providesother facilities like drinking water facilities, proper sitting arrangements to thecustomers. And there are also proper Ventilation & sanitary facilities for theemployees of the bank.6) Late night ATM services: ICICI bank provides late night ATM services to thecustomers. The ATM centers of ICICI bank works even after 11:00pm. at night incertain branches.R.A College Washim Page 47
    • Weakness 1) High Bank Service Charges: ICICI bank charges highly to customers forthe services provided by them when compared to other bank & that is why it isonly in the reach of higher class of society.2) Less Credit Period: ICICI bank provides credit facilities but only upto limited period. Even when the credit period is not over it sends reminder letters to the customers which may annoy them. OPPORTUNITIES1) Bank –Insurance services: The bank should also provide insurance services.That means the bank can have a tie-up with a insurance company. The bank willadvertise & promote the different policies introduced by the insurance company &convince their customers to buy insurance policies.2) Increase in percentage of Returns on increase: The bank should providehigher returns on deposits in comparison of the present situation. This will alsoupto large extent help the bank earn profits & popularity.3) Recruit professionally guided students: Bank & Insurance is a special non-aidcourse where the students specialize in the functioning & services of the bank &also are knowledge about various tax policies. The bank can recruit these studentsthrough tie-ups with colleges. Such students will surely prove as an asset to thebank.4) Associate with social cause: The bank can also associate itself with socialcauses like providing relief aid patients, funding towards natural calamities. Butthis falls in the 4th quadrant so the bank should neglect it.R.A College Washim Page 48
    • THREATS 1) Competition: ICICI Bank is facing tight competition locally as well asinternationally. Bank like CITI Bank, HSBC, ABM, Standered Chartered, HDFCalso provide equivalent facilities like ICICI do and also ICICI do not haveconsistency in its international operation.2) Net Services: ICICI Bank provides all kind of services on-line. There can beeasy access to the e-mail ids of the customers through wrong people. Theconfidential information of the customers can be leaked easily through the e-mailids.3) Decentralized Management: Each branch manager is given the authority oftaking decisions in their respective branches. The decisions made by differentmanagers are diverse and any one wrong decision can laid to heavy losses to thebank.4) No Proper Facilities to Uneducated customers: ICICI Bank provides allservices through electronic computerized machines. This creates problems to theless educated people. But this threat falls in the 4th quadrant so its negligible. Thecompany can avoid this threat.R.A College Washim Page 49
    • RESEARCH METHODOLOGYData Collection Techniques:This project consists of two parts.The first part is a study of the banking industry, ICICI Bank using secondary datasources. This secondary information has been sourced from the internet and frombusiness related magazines and newspapers.The second part of the study has been done using an exploratory research processand 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 isbecause a need was felt for the free influx of information about the products. Alsothis method allowed the use of skills gained in class.Sample Design:The population considered for the purpose of the survey was people residing inDelhi and the National Capital Region (NCR).Sampling Technique Used:Since the information required was not of a very technical nature and also lookingat the scope of the project and the extent of the target segment, the samplingtechnique employed was Convenience Sampling. I administered thequestionnaires.Sample Size:R.A College Washim Page 50
    • I have restricted the sample size to 50 respondents. This was done keeping in mindthe time constraints and the fact that I felt that this number would be enough toserve the information needs required to show the trends.Customer Satisfaction:Customer satisfaction is equivalent to making sure that product and serviceperformance meets customer expectations. It is the perception of the customer thatthe outcome of a business transaction is equal to or greater than his/herexpectation. Customer satisfaction occurs when the acquisition of products and /orservices provides a minimum negative departure from expectations whencompared with other acquisitions and when the marginal utility of a transaction isequal to or greater than preceding acquisitions.Customer satisfaction occurs when the perception of the reward from the purchaseof goods or services by the customer meets or exceeds his/her perceived sacrifice.The perception is a consequence of matching past purchase and consumptionexperience 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 theprocess of conducting the everyday business. We talk about how, or what, does theorganization have to do to gain not only the sale but also the loyalty of thecustomer. We want to know the payoff of the transaction both in the short and longterm. We want to know what our customers Want? We want to know if ourcustomers are satisfied. Satisfaction, Of course, means that what we delivered to aR.A College Washim Page 51
    • customer met the customer’s Approval. We want to know if customers aredelighted and willing to come Employees must adhere to a rigid chain of command Employees are closely supervised Conflict—in whatever form—is not allowed Rewards are based on carrot-and-stick principles Wrong objectives are measure.Level 1.Expectations are very simple and take the form of assumptions, must have,or take it for granted. For example, I expect the airline to be able to take off, fly tomy destination, and land safely. I expect to get the correct blood for my bloodtransfusion and I expect the bank to deposit my money to my account and to keep acorrect tally for me.Level 2.Expectations are a step higher than that of level 1 and they require someform of satisfaction through meeting the requirements and/or specifications. Forexample, I expect to be treated courteously by all airline personnel. I went to thehospital expecting to have my hernia repaired, to be in some pain after it was done,to be out on the same day, and to receive a correctbill. And I went to the bankexpecting the bank teller to be friendly, informative, and helpful with mytransactions.Customer satisfaction surveys help to: Improve customer, client, or employee loyalty.R.A College Washim Page 52
    • React quickly to changes in the market. Identify and capitalize on opportunities. Beat the competition. Retain or gain market share. Increase revenue. Reduce costs.COMPANY’S EFFORT TO ENSURE SATISFACTION OF CUSTOMERS:Objectives of ICICI Promote good and fair banking practices by setting minimum standards in dealing with you Increase transparency so that you can have a better understanding of what you can reasonably expect of the services; Encourage market forces, through competition, to achieve higher operating standards; Promote a fair and cordial relationship between you and your bank; Foster confidence in the banking systemTo Help You To Understand How Our Financial Products And Services Work By: Giving you information about them in any one or more of the following languages: Hindi, English or the appropriate local language.R.A College Washim Page 53
    • Ensuring that our advertising and promotional literature is clear and not misleading 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. Giving you information on what are the benefits to you, how you can avail of the benefits, what are their financial implications and whom you can contact for addressing you queries . To Help You Use Your Account Or Service By: Providing you regular appropriate updates. Keeping you informed about changes in the interest rates, charges or terms and conditions.InformationYou can get information on interest rates, common fees and charges through anyone of the following: Looking at the notices in our branches ; Phoning our branches or help-lines; Looking on our website; Asking our designated staff/help desk ;or Referring to the service guide/Tariff Schedule.Before You Become a Customer we will:R.A College Washim Page 54
    • give you clear information explaining the key features of the services and products you tell us you are interested in; give you information on any type of products and services which we offer and that may suit your needs; tell you if we offer products and services in more than one way [for example, through ATMs, on the Internet, over the phone, in branches and so on] and tell you how to find out more about them; tell you what information we need from you to prove your identity and address, for us to comply with legal, regulatory and internal policy requirements.Advertising, Marketing and Sales We will make sure that all advertising and promotional material is clear, and not misleading. In any advertising in any media and promotional literature that draws attention to banking service or product and includes a reference to an interest rate, we will also indicate whether other fees and charges will apply and that full details of the relevant terms and conditions are available on request. If we avail of the services of third parties for providing support services, we will require that such third parties handle your personal information (if any available to such third parties) with the same degree of confidentiality and securityas we would.R.A College Washim Page 55
    • 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. Privacy and Confidentiality We will treat all your personal information as private and confidential [even when you are no longer a customer], and shall be guided by the following principles and policies. Data Analysis1. WHICH OF THE FOLLOWING ATTR IBUTES COMPELLED YOU ToMOST OPEN SAVING ACCOUNT IN ANY BANK? People Like To Open an A/c 10% ATM 37% 21% CHEQUE BOOK Internet Banking 15% 17% working Hour Value added Services2:-Which TYPE OF SERVICE PREFERS THE MOST by you?R.A College Washim Page 56
    • services prefer most by customer 5% 10% ATM 15% 50% Net Banking Core Banking 20% Mobile Banking Retail Banking3:-Which of following banks do you have account? Customer Having Bank A/C 25 20 20 15 11 Customer Having Bank A/C 10 8 6 5 5 0 SBI ICICI Axis Hdfc Others4:-WHAT TYPE OF ACCOUNT DO YOU HAVE IN BANK?R.A College Washim Page 57
    • Customer Having A/C 60 50 50 40 43 30 Customer Having A/C 20 10 12 10 0 Saving Current Fixed Deposit Others5:-How many services offered by your banks have been Used By you? Customer Using Services Offered by Their Bank 50 47 40 30 27 Customer Using Services 20 Offered by Their Bank 22 19 10 0 Demat A/C Matual Fund E- tasaction LI & GI6:-How would you know about these services?R.A College Washim Page 58
    • Awareness Others 14% Adtiesment Selling agent 36% 21% Friends & Relative 29%7:-What the people think about the Banks? People Think About Bank Security Saving Imposition of a burden of expenses Others 11% 7% 49% 33%8:-What a respondent see in purchase of new plan from Banks? Peope See In Perchasing New Plan Standing andAdvertisement goodwill of thebeing released company by the 41% company 18% Services being given by the Product range company of the company 28% 13%9:-Is ICICI Bank Provide better facilities than SBI & HDFC Bank?R.A College Washim Page 59
    • Services Yes No Can`t Say 17% 38% 45%10:-Do you know what type of value added services provide by ICICIBANKS? Awareness About Value Add Services 60 50 50 40 30 31 31 Awareness About Value Add 20 Services 10 16 11 0 Young Star Senior Recurring Others Pre-Paid Citizen Deposits Cards11:-How would you rate product offered ICICI Bank than other? Very Good Good Moderate Less PoorRating 5 4 3 2 1R.A College Washim Page 60
    • COMPARISON OF ICICI WITH SBIICICI bank is the largest private sector bank in India and the second largestcommercial bank in India. It has branches all over India and even in smaller townsin South India after the takeover of Bank of Madurai. The bank also has foreignsubsidiaries like ICICI bank, Canada in Canada, Britain and Russia ,representativeoffices in USA, China, UAE, Bangladesh, South Africa and branches in Bahrain,Singapore . It offers a platform for online share trading through ICICI Direct and insurance services - ICICI Prudential. NRI services include money transfer through Money2India, which offer better foreign exchange rates for lower amounts compared to other services. Like most private sector banks, all ICICI bank branches in India are networked. You can access your account from any ICICI bank branch in India. Anyone can also deposit cash/local cheque in your account at any branch of ICICI bank.FINDINGS, SUGGESTIONS & CONCLUSION1. It was found from the study that bank believes in quality service rather thanquantity of service.2. The officials employed are very much enthusiastic about their job.3. The officials try to make best relation with the customers.4. There is separate counter for NRI services.5. The limit of cash vault is Rs. 10, 00,000 for a day.R.A College Washim Page 61
    • 6. The registers and files are maintained on a daily basis.7. The registers are maintained in a well organized manner.8. The marketing strategy of the bank is very attractive.9. The bank always tries to attract customers with innovative offers.10. The bank is very keen to implement 5s plan in all its branch.11. ICICI and SBI credit deposit ratio is on the side though ICICI banks show alittle decreasing trend to the exten of 2.24 % Over mar2007 _ mar 2008. SUGGESTIONSA. Best play in a buoyant environment - Favorable macro, buoyant Market -related revenues and a benign environment for asset quality. 1· ICICI -as a player focused on maintaining and /or improving Market share inkey business segments, particularly retail lending- Will, in our view, benefitimmensely form a positive operating Environment. 2. ICICI is viewed as it is benefited from the procyclicality effect of Theeconomic cycle as its borrowers in the legacy project financing Activity witnessedtheir debt servicing ability increasing considerably. It is believed that theprofitability of this segment has improved as a Result of lower loan lossprovisions and lower taxable rates of Income from this source. Expectations is onthe procyclicalbenefit ,To continue and hence profitability of legacy lending to besustained At levels seen earlier.R.A College Washim Page 62
    • 3. Market related revenues is believed to contribute 14% - 15% to ICICIBsoperating revenues and have boosted its preprovisionRoAA. Buoyant environmentto sustain the contribution from market -related revenues is expected and hence theoperating profitability.4. Pricing power in consumer financing segment profitability Against potentialshocks.5. ICICIB enjoys a dominant market position across customer Categories in retaillending.The strong market position and robust Demand for consumer financingvests significant pricing power With ICICIB is believed either by allowing a hikein lending rats, Negotiating higher subvention form manufacturers of cuttingDistribution costs. ConclusionThus, ICICI has been able to use technology to provide value-added service to itscustomers during the last few years. For ICICI, technology is an integral part oftheir business. However, their overall progress could have been smoother but forcertain internal and extraneous factors and also a pressure on spreads due to acompetitive market (Annual report, 2000 –01). E-banking has become a necessarysurvival weapon and is fundamentally changing the banking industry worldwide.To day, the click of the mouse offers customers banking services at a much lowercost and also empowers them with unprecedented freedom in choosing vendors fortheir financial service needs. No country today has a choice- whether to implementE-banking or not given the global and competitive nature of the economy. ICICIhave toupgrade and constantly think of new innovative customized packages andservices to remain competitive. The invasion of banking by technology has createdR.A College Washim Page 63
    • an information age and commoditization of banking services. ICICI have come torealize that survival in the new e-economy depends on delivering some or all oftheir banking services on the Internet while continuing to support their traditionalinfrastructure. The rise of E-banking is redefining business relationships and themost successful banks will be those that can truly strengthen their relationship withtheir customers. Without any doubt, the international scope of E-banking providesnew growth perspectives and Internet business is a catalyst for new technologiesand new business processes.Bibliographywww.rbi.org.inwww.moneycontrol.comwww.nseindia.comwww.icicibank.comwww.google.comEconomic timesBusiness worldR.A College Washim Page 64
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