Lipika Satpathy a student of ARYA SCHOOL OF MANAGEMENT & IT do hereby declare that this Summer Internship Project on “CUTOMER SATISFACTION ON THE SERVICES PROVIDED BY ICICI BANK ” submitted by me under the external guidance of Mr. SUBRAT PRUSTY and Internal guidance of Mr. RASHMI RANJAN PANIGRAHI, Lecturer in Finance, ASMIT
Postoperative Nausea and Vomiting (PONV) Is One of The Most Common and Distressing Complications After Anaesthesia and Surgery, and May Lead To Serious Postoperative Complications
Lipika Satpathy a student of ARYA SCHOOL OF MANAGEMENT & IT do hereby declare that this Summer Internship Project on “CUTOMER SATISFACTION ON THE SERVICES PROVIDED BY ICICI BANK ” submitted by me under the external guidance of Mr. SUBRAT PRUSTY and Internal guidance of Mr. RASHMI RANJAN PANIGRAHI, Lecturer in Finance, ASMIT
Lipika Satpathy a student of ARYA SCHOOL OF MANAGEMENT & IT do hereby declare that this Summer Internship Project on “CUTOMER SATISFACTION ON THE SERVICES PROVIDED BY ICICI BANK ” submitted by me under the external guidance of Mr. SUBRAT PRUSTY and Internal guidance of Mr. RASHMI RANJAN PANIGRAHI, Lecturer in Finance, ASMIT
Lipika Satpathy a student of ARYA SCHOOL OF MANAGEMENT & IT do hereby declare that this Summer Internship Project on “CUTOMER SATISFACTION ON THE SERVICES PROVIDED BY ICICI BANK ” submitted by me under the external guidance of Mr. SUBRAT PRUSTY and Internal guidance of Mr. RASHMI RANJAN PANIGRAHI, Lecturer in Finance, ASMIT
ON CUSTOMER SATISFACTION ON SERVICES PROVIDED BY ICICI BANK $A pr!"e#t rep!rt su%mitte& in p'rti'( )u()i((ment !) the re*uirement )!r the '+'r& !) %'#he(!r !) %usiness '&ministr'ti!n, un&er Ut,'( Uni-ersit./ Bhu%'nes+'r, ORISSA rep're& %.0 Lipi,' S'tp'th. R!(( n!0 12344UT55653 Under the guidance of Internal Guide: External Guide: Mr7 R'shmi R'n"'n 'ni8r'hi Mr7 SUBRAT RUSTY Le#turer in Fin'n#e Asst7 M'r,etin8 M'n'8er ASMIT ICICI BAN9 Utkal University, Vaniviar, B!"anes#ar, O$isa% 1 A#,n!+(e&8ement I a& tank'!l t( ICICI BAN9 COMPANY )TD, '(r *ivin* &e an (++(rt!nity t( #(rk in teir estee&e$ (r*ani,ati(n% I a& (n(re$ t( sin-erely tank Mr7 SUBRAT RUSTY .Asst% Marketin* Mana*er/, ICICI BAN9, Bhu%'nes+'r, #( *ave &e an (++(rt!nity t( #(rk !n$er s!- an estee&e$ (r*ani,ati(n an$ '(r e0+ressin* is 'ait an$ -(n'i$en-e in &e "y assi*nin* tis +r(1e-t% I a& als( *rate'!l t( (!r *!i$e Mr% RASHMI RAN:AN ANIGRAHI .)e-t!rer in Finan-e/, ASMIT, #(se -(ntin!(!s an$ val!a"le *!i$an-e -an never "e '(r*(tten an$ #it(!t #(&, tis st!$y -(!l$ n(t ave *(t tis +resent sa+e% As te (!tset I e0+ress &y $ee+ sense (' *ratit!$e t( (!r 2(n3"le Dire-t(r, ASMIT4 t( te -(!rse -((r$inat(r (' BBA '(r *ivin* &e +er&issi(n t( !n$er*( tis trainin* +r(*ra&% Finally I a& tank'!l t( all te 'a-!lty &e&"ers 4 'rien$s #( s!++(rte$ &e '(r $(in* te +r(1e-t
Lipi,' S'tp'th. BBA 2 th Sem7 2 ;e#('r'ti!n %. stu&ent I, Lipi,' S'tp'th. a st!$ent (' ARYA SC2OO) OF MANA5EMENT 4 IT $( ere"y $e-lare tat tis S!&&er Internsi+ Pr(1e-t (n <CUTOMER SATISFACTION ON THE SER=ICES RO=I;E; BY ICICI BAN9 6 s!"&itte$ "y &e !n$er te e0ternal *!i$an-e (' Mr% SUBRAT RUSTY an$ Internal *!i$an-e (' Mr% RASHMI RAN:AN ANIGRAHI, )e-t!rer in Finan-e, ASMIT% Tis Pr(1e-t re+(rt is an Ori*inal Pie-e (' #(rk $(ne "y &e an$ as 'ar as &y kn(#le$*e is -(n-erne$ it as n(t "een s!"&itte$ t( an(ter !niversity (r +!"lise$ in any #ere +ri(r t( it% Lipi,' S'tp'th. BBA 2 th Sem7 3 T'%(e !) CONTENTS 4 Ca+ter S!"1e-t Pa*e n( 7 E8ECUTIVE SUMMARY RESEARC2 OB9ECTIVE BANKIN5 STRUCTURE IN INDIA INTRO;UCTION HISTORY OF BANING IN IN!IA RESEARC2 MET2ODO)O5Y : ; < = > 7? ? INDUSTRY PROFI)E 7@ @ COMPANY PROFI)E 7> A COMPANY EFFORTS TO ENSURE CUSTOMER SATISFACTION @: : DATA ANA)YSIS AND INTERPRETATION @> ; FINDIN5S A? < SU55ESTIONS A@ = CONC)USION AA > BIB)IO5RAP2Y A: 7B APPENDI8 A; E>ECUTI=E SUMMARY Private "ankin* is a -(n-e+t #i- is ne# an$ 'ast e&er*in* in te #(rl$ (' "ankin* #ere -an*es ave "e-(&e a ne-essity in (r$er '(r "anks t( s!rvive in tis -(&+etitive envir(n&ent visCDCvis n(t (nly 'r(& te +!"li- an$ +rivate se-t(r "anks "!t als( 'r(& te '(rei*n "anks% Te ("1e-tive (' te resear- is t( e0+l(re te vari(!s +r($!-ts, #i- a +rivate "anker $eals int( an$ te syste&ati- +r(-ess inv(lve$ t( &at- -lient reE!ire&ents #it te ri*t kin$ (' +r($!-t% Tr(!* tis resear- (ne (' te &ain ("1e-tives is t( e0+l(re te reas(n #y &(st (' te "anks are in1e-tin* +rivate "ankin* as "!siness +r('ile t( teir set (' servi-e (''erin*s% T(!* +rivate "ankin* ev(lve$ in late =B3s in Asia, in In$ia it3s n(t &(re tan : years (l$% ICICI starte$ it in A!* ?BB? an$ sin-e ten it as "een a re&arka"le s!--ess% T($ay tere are en(r&(!s s(l!ti(ns t( -ater -lient nee$s "!t #at s!its "est t( a -lient is #ere +rivate "ankin* 'its in% Every -lient #ill ave $i''erent nee$s, likin* an$ +re'eren-es% S( a -!st(&i,e$ +(rt'(li( '(r every -lient is te nee$ (' te $ay% Tis resear- #ill i*li*t &(re (n te +r($!-t +(rt'(li( (' ICICI Private Bankin*, (# tey ave -an*e$ (r inn(vatively str!-t!re$ t( "e attra-tive an$ -(&+etitive% 5 RESEARCH OB:ECTI=E 7% T( i$enti'y te &a1(r attri"!tes (' -!st(&er satis'a-ti(n% ?% T( st!$y -!st(&er +er-e+ti(n a"(!t ICICI BANK )t$% @% T( i$enti'y an$ st!$y te vari(!s #ays (' ens!rin* -!st(&er satis'a-ti(n a$(+te$ "y ICICI BANK Vs 2DFC 4 SBI% BANKIN5 STRUCTURE IN INDIA 6 S#he&u(e& B'n,s in In&i' $A/ S#he&u(e& C!mmer#i'( B'n,s $B/ S#he&u(e& C!!per'ti-e B'n,s 2ere #e &(re -(n-erne$ a"(!t +rivate se-t(r "anks an$ -(&+etiti(n a&(n* te&% T($ay, tere are ?< +rivate se-t(r "anks in te "ankin* se-t(rF 7> (l$ +rivate se-t(r "anks an$ = ne# +rivate se-t(r "anks% Tese ne# "anks ave "r(!*t in stateC('CteC art te-n(l(*y an$ a**ressively &arkete$ teir +r($!-ts% Te P!"li- se-t(r "anks are 'a-in* a sti'' -(&+etiti(n 'r(& te ne# +rivate se-t(r "anks% Te "anks #i- ave "een set!+ in te 7>>Bs !n$er te *!i$elines (' te N'r'simh'm C!mmittee are re'erre$ t( as NEG PRIVATE SECTOR BANKS% 7 u%(i# se#t!r B'n,s ri-'te se#t!r B'n,s F!rei8n B'n,s in In&i' Re8i!n'( Rur'( B'n, .?=/ .?</ .?>/ .7B?/ Nati(nali,e$ Bank Oter P!"li- Se-t(r Banks .IDBI/ SBI an$ its Ass(-iates Ol$ Private Banks Ne+ ri-'te B'n,s S#he&u(e& Ur%'n C!!per'ti-e B'n,s $11/ S#he&u(e& St'te C!!per'ti-e B'n,s $35/ INTRO;UCTION Te "ankin* se-ti(n #ill navi*ate tr(!* all te as+e-ts (' te Bankin* Syste& in In$ia% It #ill $is-!ss !+(n te &atters #it te "irt (' te "ankin* -(n-e+t in te -(!ntry t( ne# +layers a$$in* teir na&es in te in$!stry in -(&in* 'e# years% Te "anker (' all "anks, Reserve Bank (' In$ia .RBI/, te In$ian Banks Ass(-iati(n .IBA/ an$ t(+ ?B "anks like IDBI, 2SBC, ICICI, ABN AMRO, et-% as "een #ell $e'ine$ !n$er tree se+arate ea$s #it (ne +a*e $e$i-ate$ t( ea- "ank% 2(#ever, in te intr($!-ti(n +art (' te entire "ankin* -(s&(s, te +ast as "een #ell e0+laine$ !n$er tree $i''erent ea$s na&elyF 2ist(ry (' Bankin* in In$ia Nati(nali,ati(n (' Banks in In$ia S-e$!le$ C(&&er-ial Banks in In$ia Te 'irst $eals #it te ist(ry +art sin-e te $a#n (' "ankin* syste& in In$ia% 5(vern&ent t((k &a1(r ste+ in te 7>;> t( +!t te "ankin* se-t(r int( syste&s an$ it nati(nali,e$ 7A +rivate "anks in te &enti(ne$ year% Tis as "een ela"(rate$ in Nati(nali,ati(n Banks in In$ia% Te last "!t n(t te least e0+lains a"(!t te s-e$!le$ an$ !ns-e$!le$ "anks in In$ia% Se-ti(n A? .;/ .a/ (' RBI A-t 7>@A lays $(#n te -(n$iti(n (' s-e$!le$ -(&&er-ial "anks% Te $es-ri+ti(ns al(n* #it a list (' s-e$!le$ -(&&er-ial "anks are *iven (n tis +a*e% 8 HISTORY OF BANING IN IN!IA Git(!t a s(!n$ an$ e''e-tive "ankin* syste& in In$ia it -ann(t ave a ealty e-(n(&y% Te "ankin* syste& (' In$ia s(!l$ n(t (nly "e assle 'ree "!t it s(!l$ "e a"le t( &eet ne# -allen*es +(se$ "y te te-n(l(*y an$ any (ter e0ternal an$ internal 'a-t(rs% F(r te +ast tree $e-a$es In$iaHs "ankin* syste& as several (!tstan$in* a-ieve&ents t( its -re$it% Te &(st strikin* is its e0tensive rea-% It is n( l(n*er -(n'ine$ t( (nly &etr(+(litans (r -(s&(+(litans in In$ia% In 'a-t, In$ian "ankin* syste& as rea-e$ even t( te re&(te -(rners (' te -(!ntry% Tis is (ne (' te &ain reas(ns (' In$iaHs *r(#t +r(-ess% Te *(vern&entHs re*!lar +(li-y '(r In$ian "ank sin-e 7>;> as +ai$ ri- $ivi$en$s #it te nati(nali,ati(n (' 7A &a1(r +rivate "anks (' In$ia% N(t l(n* a*(, an a--(!nt (l$er a$ t( #ait '(r (!rs at te "ank -(!nters '(r *ettin* a $ra't (r '(r #it$ra#in* is (#n &(ney% T($ay, e as a -(i-e% 5(ne are $ays #en te &(st e''i-ient "ank trans'erre$ &(ney 'r(& (ne "ran- t( (ter in t#( $ays% N(# it is si&+le as instant &essa*in* (r $ial a +i,,a% M(ney as "e-(&e te (r$er (' te $ay% Te 'irst "ank in In$ia, t(!* -(nservative, #as esta"lise$ in 7<=;% Fr(& 7<=; till t($ay, te 1(!rney (' In$ian Bankin* Syste& -an "e se*re*ate$ int( tree $istin-t +ases% Tey are as &enti(ne$ "el(#F Early +ase 'r(& 7<=; t( 7>;> (' In$ian Banks Nati(nali,ati(n (' In$ian Banks an$ !+ t( 7>>7 +ri(r t( In$ian "ankin* se-t(r Re'(r&s% 9 Ne# +ase (' In$ian Bankin* Syste& #it te a$vent (' In$ian Finan-ial 4 Bankin* Se-t(r Re'(r&s a'ter 7>>7% T( &ake tis #riteC!+ &(re e0+lanat(ry, I +re'i0 te s-enari( as Pase I, Pase II an$ Pase III% h'se I Te 5eneral Bank (' In$ia #as set !+ in te year 7<=;% Ne0t -a&e Bank (' 2in$!stan an$ Ben*al Bank% Te East In$ia C(&+any esta"lise$ Bank (' Ben*al .7=B>/, Bank (' B(&"ay .7=AB/ an$ Bank (' Ma$ras .7=A@/ as in$e+en$ent !nits an$ -alle$ it Presi$en-y Banks% Tese tree "anks #ere a&al*a&ate$ in 7>?B an$ I&+erial Bank (' In$ia #as esta"lise$ #i- starte$ as +rivate sare(l$ers "anks, &(stly E!r(+eans sare(l$ers% In 7=;: Allaa"a$ Bank #as esta"lise$ an$ 'irst ti&e e0-l!sively "y In$ians, P!n1a" Nati(nal Bank )t$% #as set !+ in 7=>A #it ea$E!arters at )a(re% Bet#een 7>B; an$ 7>7@, Bank (' In$ia, Central Bank (' In$ia, Bank (' Bar($a, Canara Bank, In$ian Bank, an$ Bank (' Mys(re #ere set !+% Reserve Bank (' In$ia -a&e in 7>@:% D!rin* te 'irst +ase te *r(#t #as very sl(# an$ "anks als( e0+erien-e$ +eri($i- 'ail!res "et#een 7>7@ an$ 7>A=% Tere #ere a++r(0i&ately 77BB "anks, &(stly s&all% T( strea&line te '!n-ti(nin* an$ a-tivities (' -(&&er-ial "anks, te 5(vern&ent (' In$ia -a&e !+ #it Te Bankin* C(&+anies A-t, 7>A> #i- #as later -an*e$ t( Bankin* Re*!lati(n A-t 7>A> as +er a&en$in* A-t (' 7>;: .A-t N(% ?@ (' 7>;:/% Reserve Bank (' In$ia #as veste$ #it e0tensive +(#ers '(r te s!+ervisi(n (' "ankin* in In$ia as te Central Bankin* A!t(rity% D!rin* t(se $ay3s +!"li- as lesser -(n'i$en-e in te "anks% As an a'ter&at $e+(sit &("ili,ati(n #as sl(#% A"reast (' it te savin*s "ank 'a-ility +r(vi$e$ "y 10 te P(stal $e+art&ent #as -(&+aratively sa'er% M(re(ver, '!n$s #ere lar*ely *iven t( tra$ers% h'se II 5(vern&ent t((k &a1(r ste+s in tis In$ian Bankin* Se-t(r Re'(r& a'ter in$e+en$en-e% In 7>::, it nati(nali,e$ I&+erial Bank (' In$ia #it e0tensive "ankin* 'a-ilities (n a lar*e s-ale es+e-ially in r!ral an$ se&iC!r"an areas% It '(r&e$ State Bank (' In$ia t( a-t as te +rin-i+al a*ent (' RBI an$ t( an$le "ankin* transa-ti(ns (' te Uni(n an$ State 5(vern&ents all (ver te -(!ntry% Seven "anks '(r&in* s!"si$iary (' State Bank (' In$ia #as nati(nali,e$ in 7>;B (n 7>t 9!ly, 7>;>, &a1(r +r(-ess (' nati(nali,ati(n #as -arrie$ (!t% It #as te e''(rt (' te ten Pri&e Minister (' In$ia, Mrs% In$ira 5an$i% 7A &a1(r -(&&er-ial "anks in te -(!ntry is nati(nali,e$% 11 RESEARCH METHO;OLOGY ;'t' C!((e#ti!n Te#hni*ues0 Tis +r(1e-t -(nsists (' t#( +arts% Te 'irst +art is a st!$y (' te "ankin* in$!stry, ICICI Bank !sin* se#!n&'r. &'t' s(!r-es% Tis se-(n$ary in'(r&ati(n as "een s(!r-e$ 'r(& te internet an$ 'r(& "!siness relate$ &a*a,ines an$ ne#s+a+ers% Te se-(n$ +art (' te st!$y as "een $(ne !sin* an e0+l(rat(ry resear- +r(-ess an$ a str!-t!re$ E!esti(nnaire #as $evel(+e$ '(r tis +!r+(se% F(r te -(lle-ti(n (' prim'r. &'t' tis #as te (nly &et($ !se$% Te reas(n I !se$ tis &et($ is "e-a!se a nee$ #as 'elt '(r te 'ree in'l!0 (' in'(r&ati(n a"(!t te +r($!-ts% Als( tis &et($ all(#e$ te !se (' skills *aine$ in -lass% S'mp(e ;esi8n0 Te +(+!lati(n -(nsi$ere$ '(r te +!r+(se (' te s!rvey #as +e(+le resi$in* in Deli an$ te Nati(nal Ca+ital Re*i(n .NCR/% S'mp(in8 Te#hni*ue Use&0 Sin-e te in'(r&ati(n reE!ire$ #as n(t (' a very te-ni-al nat!re an$ als( l((kin* at te s-(+e (' te +r(1e-t an$ te e0tent (' te tar*et se*&ent, te sa&+lin* te-niE!e e&+l(ye$ #as C(nvenien-e Sa&+lin*% I a$&inistere$ te E!esti(nnaires% S'mp(e Si?e0 I ave restri-te$ te sa&+le si,e t( :B res+(n$ents% Tis #as $(ne kee+in* in &in$ te ti&e -(nstraints an$ te 'a-t tat I 'elt tat tis n!&"er #(!l$ "e en(!* t( serve te in'(r&ati(n nee$s reE!ire$ t( s(# te tren$s% 12 IN;USTRY ROFILE BAN9S IN IN;IA In In$ia te "anks are "ein* se*re*ate$ in $i''erent *r(!+s% Ea- *r(!+ as teir (#n "ene'its an$ li&itati(ns in (+eratin* in In$ia% Ea- as teir (#n $e$i-ate$ tar*et &arket% Fe# (' te& (nly #(rk in r!ral se-t(r #ile (ters in "(t r!ral as #ell as !r"an% Many even are (nly -aterin* in -ities% S(&e are (' In$ian (ri*in an$ s(&e are '(rei*n +layers% All tese $etails an$ &any &(re is $is-!sse$ (ver ere% Te "anks an$ its relati(n #it te -!st(&ers, teir &($e (' (+erati(n, te na&es (' "anks !n$er $i''erent *r(!+s an$ (ter s!- !se'!l in'(r&ati(n3s are talke$ a"(!t%One &(re se-ti(n as "een taken n(te (' is te !+-(&in* '(rei*n "anks in In$ia% Te RBI as s(#n -ertain interest t( inv(lve &(re (' '(rei*n "anks tan te e0istin* (ne re-ently% Tis ste+ as +ave$ a #ay '(r 'e# &(re '(rei*n "anks t( start "!siness in In$ia% M'"!r B'n,s in In&i' ABNCAMRO Bank A"! Da"i C(&&er-ial Bank A&eri-an E0+ress Bank An$ra Bank Allaa"a$ Bank Bank (' Bar($a Bank (' In$ia Bank (' Maarastra Bank (' P!n1a" Bank (' Ra1astan Bank (' Ceyl(n BNP Pari"as Bank In$ian Overseas Bank In$!sIn$ Bank IN5 Vysya Bank 9a&&! 4 Kas&ir Bank 9PM(r*an Case Bank Karnataka Bank Kar!rVysya Bank )a0&i Vilas Bank Oriental Bank (' C(&&er-e P!n1a" Nati(nal Bank P!n1a" 4 Sin$ Bank S-(tia Bank 13 Canara Bank Cat(li- Syrian Bank Central Bank (' In$ia Cent!ri(n Bank Cina Tr!st C(&&er-ial Bank Citi Bank City Uni(n Bank C(r+(rati(n Bank S(!t In$ian Bank Stan$ar$ Cartere$ Bank State Bank (' In$ia .SBI/ State Bank (' Bikaner 4 9ai+!r State Bank (' 2y$era"a$ State Bank (' In$(re State Bank (' Mys(re State Bank (' Sa!rastra F'#t Fi(es !) B'n,s in In&i' Te 'irst, te (l$est, te lar*est, te "i**est, *et all s!- ty+es (' in'(r&ati(n3s a"(!t Bankin* in In$ia in tis se-ti(n% Bank (' In$ia #as '(!n$e$ in 7>B; in M!&"ai% It "e-a&e te 'irst In$ian "ank t( (+en a "ran- (!tsi$e In$ia in )(n$(n in 7>A; an$ te 'irst t( (+en a "ran- in -(ntinental E!r(+e at Paris in 7><A% 14 PUBLIC SECTOR BANKS Among the Public Sector Banks in Inia! Unite Bank o" Inia is one o" the #$ ma%or banks! &hich &ere nationali'e on (ul) #*! #*+*, Its -reecessor! in the Public Sector Banks! the Unite Bank o" Inia Lt,! &as "orme in #*./ &ith the amalgamation o" "our banks 0i', Camilla Banking Cor-oration Lt, 1#*#$2! Bengal Central Bank Lt, 1#*#32! Camilla Union Bank Lt, 1#*442 an 5ooghl) Bank Lt,1#*642, Oriental Bank o" Commerce 1OBC2! 7o0ernment o" Inia Unertaking o""ers 8omestic! NRI an Commercial banking ser0ices, OBC is im-lementing a 7RA9EEN PRO(ECT in 8ehraun 8istrict 1UP2 an 5anumangarh 8istrict 1Ra%asthan2 isbursing small loans, This Public Sector Bank Inia has im-lemente #$ -oint action -lan "or strengthening o" creit eli0er) to &omen an has esignate . branches as s-eciali'e branches "or &omen entre-reneurs, The )!((!+in8 're the (ist !) u%(i# Se#t!r B'n,s in In&i' Allaa"a$ Bank An$ra Bank Bank (' Bar($a Bank (' In$ia Bank (' Maarastra Canara Bank Central Bank (' In$ia C(r+(rati(n Bank List !) St'te B'n, !) In&i' 'n& its su%si&i'r., ' u%(i# Se#t!r B'n,s State Bank (' In$ia 15 o State Bank (' Bikaner 4 9ai+!r o State Bank (' 2y$era"a$ o State Bank (' In$(re o State Bank (' Mys(re o State Bank (' Sa!rastra o State Bank (' Travan-(re RI=ATE SECTOR BAN9S0 Private "ankin* in In$ia #as +ra-ti-e$ sin-e te "e*innin* (' "ankin* syste& in In$ia% Te 'irst +rivate "ank in In$ia t( "e set !+ in Private Se-t(r Banks in In$ia #as In$!sIn$ Bank% It is (ne (' te 'astest *r(#in* Bank Private Se-t(r Banks in In$ia% IDBI ranks te tent lar*est $evel(+&ent "ank in te #(rl$ as Private Banks in In$ia an$ as +r(&(te$ #(rl$ -lass instit!ti(ns in In$ia% Te 'irst Private Bank in In$ia t( re-eive an in +rin-i+le a++r(val 'r(& te Reserve Bank (' In$ia #as 2(!sin* Devel(+&ent Finan-e C(r+(rati(n )i&ite$, t( set !+ a "ank in te +rivate se-t(r "anks in In$ia as +art (' te RBIHs li"erali,ati(n (' te In$ian Bankin* In$!stry% It #as in-(r+(rate$ in A!*!st 7>>A as 2DFC Bank )i&ite$ #it re*istere$ (''i-e in M!&"ai an$ -(&&en-e$ (+erati(ns as S-e$!le$ C(&&er-ial Bank in 9an!ary 7>>:% IN5 Vysya, yet an(ter Private Bank (' In$ia #as in-(r+(rate$ in te year 7>@B% Ban*al(re as a +ri$e (' +la-e '(r avin* te 'irst "ran- in-e+ti(n in te year 7>@A% Git s!--essive years (' +atr(na*e an$ -(nstantly settin* ne# stan$ar$s in "ankin*, IN5 Vysya Bank as &any -re$its t( its a--(!nt% 16 IN;IAN BAN9ING IN;USTRY Te In$ian "ankin* &arket is *r(#in* at an ast(nisin* rate, #it Assets e0+e-te$ t( rea- USI7 trilli(n "y ?B7B% An e0+an$in* e-(n(&y, &i$$le -lass, an$ te-n(l(*i-al inn(vati(ns are all -(ntri"!tin* t( tis *r(#t% Te -(!ntry3s &i$$le -lass a--(!nts '(r (ver @?B &illi(n Pe(+le% In -(rrelati(n #it te *r(#t (' te e-(n(&y, risin* in-(&e levels, in-rease$ stan$ar$ (' livin*, an$ a''(r$a"ility (' "ankin* +r($!-ts are +r(&isin* 'a-t(rs '(r -(ntin!e$ e0+ansi(n% Te In$ian "ankin* &arket is *r(#in* at an ast(nisin* rate, #it Assets e0+e-te$ t( rea- USI7 trilli(n "y ?B7B% An e0+an$in* e-(n(&y, &i$$le -lass, an$ te-n(l(*i-al inn(vati(ns are all -(ntri"!tin* t( tis *r(#t% Te In$ian "ankin* In$!stry is in te &i$$le (' an IT rev(l!ti(n, F(-!sin* (n te e0+ansi(n (' retail an$ r!ral "ankin*% Players are "e-(&in* 17 in-reasin*ly -!st(&er C -entri- in teir a++r(a-, #i- as res!lte$ in inn(vative &et($s (' (''erin* ne# "ankin* +r($!-ts an$ servi-es% Banks are n(# reali,in* te i&+(rtan-e (' "ein* a "i* +layer an$ are "e*innin* t( '(-!s teir attenti(n (n &er*ers an$ a-E!isiti(ns t( take a$vanta*e (' e-(n(&ies (' s-ale an$J(r -(&+ly #it Basel II re*!lati(n%KIn$ian "ankin* in$!stry assets are e0+e-te$ t( rea- USI7 trilli(n "y ?B7B an$ are +(ise$ t( re-eive a *reater in'!si(n (' '(rei*n -a+ital,6 says Prati&a Ra1an, analyst in CelentHs "ankin* *r(!+ an$ a!t(r (' te re+(rt% KTe "ankin* in$!stry s(!l$ '(-!s (n avin* a s&all n!&"er (' lar*e +layers tat -an -(&+ete *l("ally rater tan avin* a lar*e n!&"er (' 'ra*&ente$ +layers%L 18 COMANY ROFILE Ty+e Private, BSE 4 NSE, NYSE F(!n$e$ 7>:: .as In$!strial -re$it an$ Invest&ent -(r+(rati(n (' In$ia/ 2ea$E!arters ICICI Bank )t$%, ICICI Bank T(#ers, Ban$raK!rla M!&"ai, In$ia Key +e(+le N Va*!l, K%V% Ka&at, Can$aK(-ar, V Vai$yanatan, Ma$a"iP!ri In$!stry Bankin* Ins!ran-e Ca+ital Markets an$ allie$ in$!stries Pr($!-ts )(ans, Cre$it Car$s, Savin*s, Invest&ent vei-les, Ins!ran-e et-% Reven!e M USD :%<> "illi(n T(tal assets Rs% @,>><%>: "illi(n .USI 7BB "illi(n/ at Mar- @7, ?BB=% 19 O=ER=IEW ICICI B'n, .'(r&erly In&ustri'( Cre&it 'n& In-estment C!rp!r'ti!n !) In&i'/7 ICICI )i&ite$ #as esta"lise$ in 7>:: "y te G(rl$ Bank, te 5(vern&ent (' In$ia an$ te In$ian In$!stry, '(r te +r(&(ti(n (' in$!strial $evel(+&ent in In$ia "y *ivin* +r(1e-t an$ -(r+(rate 'inan-e t( te in$!stries in In$ia% ICICI Bank as *r(#n 'r(& a $evel(+&ent "ank t( a 'inan-ial -(n*l(&erate an$ as "e-(&e (ne (' te lar*est +!"li- 'inan-ial instit!ti(ns in In$ia% ICICI Bank as 'inan-e$ all te &a1(r se-t(rs (' te e-(n(&y, -(verin* ;,=A= -(&+anies an$ 7;,=:7 +r(1e-ts% As (' Mar- @7, ?BBB, ICICI a$ $is"!rse$ a t(tal (' Rs%7,7@,B<B-r(res, sin-e in-e+ti(n% ICICI B'n, F'#t Fi(es0 T!t'( 'ssets0 Rs%7A;,?7A-r(re .De-e&"er @7, ?BBA/ Net+!r,0 :@B "ran-es ATMs0 Over 7,==B A%r!'& Su%si&i'ries0 Unite$ Kin*$(& an$ Cana$a A%r!'& %r'n#hes0 Sin*a+(re an$ Barain Represent'ti-e !))i#es0 Unite$ States, Cina, Unite$ Ara" E&irates, an$ Ban*la$es an$ S(!t A'ri-a% 20 ICICI Bank -!rrently as s!"si$iaries in te Unite$ Kin*$(&, R!ssia an$ Cana$a, "ran-es in Sin*a+(re, Barain, 2(n* K(n*, Sri )anka an$ D!"ai Internati(nal Finan-e Center an$ re+resentative (''i-es in te Unite$ States, Unite$ Ara" E&irates, Cina, S(!t A'ri-a an$ Ban*la$es% O!r UK s!"si$iary as esta"lise$ a "ran- in Bel*i!&% ICICI Bank is te &(st val!a"le "ank in In$ia in ter&s (' &arket -a+itali,ati(n% BUSINESS OB:ECTI=ES =isi!n T( "e te lea$in* +r(vi$er (' 'inan-ial servi-es in In$ia an$ a &a1(r *l("al "ank% Missi!n Ge #ill levera*e (!r +e(+le, te-n(l(*y, s+ee$ an$ 'inan-ial -a+ital t(F "e te "anker (' 'irst -(i-e '(r (!r -!st(&ers "y $eliverin* i* E!ality, #(rl$C -lass Ser-i#e% E0+an$ te 'r(ntiers (' (!r "!siness *l("ally% Play a +r(a-tive r(le in te '!ll reali,ati(n (' In$ia3s +(tential% &aintain a ealty 'inan-ial +r('ile an$ $iversi'y (!r earnin*s a-r(ss "!sinesses an$ *e(*ra+ies% Maintain i* stan$ar$s (' *(vernan-e an$ eti-s% C(ntri"!te +(sitively t( te vari(!s -(!ntries an$ &arkets in #i- #e (+erate% Create val!e '(r (!r stake(l$ers% 21 r!&u#t 'n& Ser-i#es Servi-e an$ "ankin* (' ICICI "ank -ate*(ri,e$ in t( +ers(nal "ankin*, "!siness "ankin* an$ NRI "ankin* servi-es% ers!n'( %'n,in8@ De+(sit in '(r& (' savin*, re-!rrin*, ter& $e+(sit, seni(r -iti,en $e+(sit an$ -il$ren $e+(sit(ry a--(!nt are tere '(r in$ivi$!al -!st(&er -an als( avail (' teir (!sin*, a!t(&("ile, 'ar& eE!i+&ent, "!siness (r +ers(nal l(an s-e&e% Pers(nal -lient -an als( invest in &!t!al '!n$s an$ +arti-i+ate in st(-k tra$in* tr(!* ICICI "ank% Business %'n,in8 A B!siness "ankin* servi-es (' ICICI Bank are e0a!stive% Pr(1e-t 'inan-in*, $eal assess&ent, an$ lan$ eval!ati(n are invest&ent "ankin* servi-es (''ere$ t( -(r+(rate -lients% 5l("al tra$e an$ -as &ana*e&ent transa-ti(n servi-es 'a-ilitate re&ittan-es an$ re-ei+ts a-r(ss i&+(rtant -ities% Ca+ital &arket an$ -!st($ial servi-es ena"le "!siness (!ses t( +arti-i+ate in eE!ity tra$in* an$ trans'er a-r(ss &a1(r st(-k &arkets (' #(rl$% Cust!mer ICICI "ank tar*ets all se*&ent (' -!st(&er #it vari(!s ty+es (' +r($!-ts an$ servi-es% I intera-te$ #it a l(t (' -!st(&ers an$ -(lle-t teir 'ee$"a-k (n te *iven servi-es (' -(&+any, an$ 'ee$"a-k are +(sitive res+(nse 'r(& all +(int (' vie#% C!st(&ers are "ene'i-iary 'r(& "(t si$es &(netary as #ell as n(n &(netary% Te "ank tar*ets t( a$$ nearly :BB,BBB -!st(&ers !n$er te ne# s-e&e in te ne0t (ne year an$ +lans t( (''er a!t( l(ans tr(!* te ne# (nline -annel in te '!t!re, ICICI BankHs E0e-!tive Dire-t(r, Vai$yanatan, sai$ ere% As (' n(#, nearly ?A +er -ent (' (!r -!st(&er transa-ti(ns are a++enin* tr(!* internet% Ge are +ri&arily tar*etin* (!r !r"an -!st(&ers, #( -(nstit!te nearly <B +er -ent (' (!r t(tal -!st(&erC"ase,L Vai$yanatan sai$% C(n'(r& t( le*al reE!ire&ents (r -(&+ly #it le*al +r(-essN 22 Pr(te-t an$ $e'en$ ICICI "ankHs (r its a''iliates ri*ts, interests (r +r(+ertyN En'(r-e te ter&s an$ -(n$iti(ns (' te +r($!-ts (r servi-esN (r A-t t( +r(te-t te interests (' ICICI "ank, its a''iliates, (r its &e&"ers, -(nstit!ents (r (' (ter +ers(ns% ICICI ru&enti'( Li)e Insur'n#e C!mp'n. Limite& ICICI Pr!$ential li'e Ins!ran-e C(&+any )i&ite$ #as in-(r+(rate$ (n ?Bt 9!ly ?BBB%Te a!t(ri,e$ -a+ital (' te -(&+any is Rs%?@BB &illi(n an$ te +ai$ !+ -a+ital is Rs%7:BB &illi(n% Te -(&+any is 1(int vent!re (' ICICI .<AO/ an$ UK "ase$ -(&+any Pr!$ential Pl- .?;O/% Te -(&+any #as *rante$ -erti'i-ate (' re*istrati(n '(r -arryin* "!siness, "y Ins!ran-e Re*!lat(ry an$ Devel(+&ent A!t(rity (n ?A t N(ve&"er ?BBB% It -(&&en-e$ -(&&er-ial (+erati(n 'r(& 7> t De-e&"er ?BBB an$ "e-(&in* a lea$in* +rivate se-t(r li'e ins!ran-e -(&+any% =isi!n 'n& Missi!n Teir visi(n is t( &ake ICICI Pr!$ential )i'e Ins!ran-e C(&+any te $(&inant ne# ins!rer in te li'e ins!ran-e in$!stry% Tis tey (+e t( a-ieve tr(!* teir -(&&it&ent t( e0-ellen-e, '(-!s (n servi-e, s+ee$ an$ inn(vati(n, an$ levera*in* (!r te-n(l(*i-al e0+ertise% B!'r& !) ;ire#t!rs Te ICICI Pr!$ential )i'e Ins!ran-e C(&+any )i&ite$ B(ar$ -(&+rises re+!te$ +e(+le 'r(& te 'inan-e in$!stry "(t 'r(& In$ia an$ a"r(a$% Sri K%V% Ka&at, Cair&an Mr% Mark T!-ker S&t% )alita D% 5!+te Mr% Danny Bar$in Mrs% Kal+ana M(r+aria Sri M%P% M($i Mr% 9(n Ca(!ette SriS%P%S!"e$ar, .Alternate Dire-t(r t( Mr% Danny Bar$in/ Mr% Derek St(tt, .Alternate Dire-t(r t( Mr% Mark T!-ker/ S&t% Sika Sar&a, Mana*in* Dire-t(r 23 Mana*e&ent Tea& Ms% Sika Sar&a, Mana*in* Dire-t(r Mr% Kevin Gri*t, E0e-!tive Vi-e Presi$ent C Sales 4 Distri"!ti(n C!rp!r'te O))i#e0 ICCI Pr!li'e T(#ers, 7B=>, A++asaa"MarateMar*, Pra"a$evi, M!&"ai ABB B?:% Ge"site F ###%i-i-i+r!li'e%-(& ICICI GROU ICICI =ENTURE ICICI Vent!re is te lar*est an$ (ne (' te &(st s!--ess'!l +rivate eE!ity an$ Vent!re -a+ital &ana*e&ent -(&+anies in In$ia #it a**re*ate '!n$s !n$er Mana*e&ent in e0-ess (' USD ? "illi(n% ICICI Vent!re is a s!"si$iary (' ICICI 24 Bank, In$ia3s se-(n$Clar*est "ank #it t(tal assets (' a"(!t USI :;%@ "n .Mar- @7, ?BB;/ an$ &arket -a+itali,ati(n (' a"(!t USD 7B%= "n .9!ne ?BB;/% Over te years, ICICI Vent!re as "!ilt an envia"le +(rt'(li( (' -(&+anies in te se-t(rs (' in'(r&ati(n te-n(l(*y, +ar&a-e!ti-als, "i(te-n(l(*y, &e$ia an$ retail tere"y $eliverin* val!e -(nsistently t( its invest(rs% ICICI Vent!re as te $istin-ti(n (' &ana*in* a lar*e n!&"er (' e0its in te C(!ntry% Git (ver 7BB liE!i$ity events, te (r*ani,ati(n as rea+e$ ri- E0+erien-e an$ is #ell +(siti(ne$ t( an$le IPOs, strate*i- sale an$J(r &er*ers% ICICI SECURITIES A In&i'Bs Le'&in8 In-estment B'n, ICICI Se-!rities )i&ite$ is In$ia3s lea$in* '!ll servi-e invest&ent "ank #it a D(&inant +(siti(n in all se*&ents (' its (+erati(ns C C(r+(rate Finan-e, Fi0e$ In-(&e an$ EE!ities% It is a s!"si$iary (' ICICI Bank, te lar*est +rivate se-t(r "ank in In$ia an$ (+erates (!t (' M!&"ai #it (''i-es in Ne# Deli, Cennai, K(lkata, Ne# Y(rk, )(n$(n an$ Sin*a+(re% Un$er te a"le lea$ersi+ (' Mr% S% M!ker1i, Mana*in* Dire-t(r an$ CEO, ICICI Se-!rities -(ntin!es t( *r(# as re'le-te$ in its +er'(r&an-e (ver te +ast -(!+le (' years% Te C(r+(rate Finan-e tea& as -(nsistently "een a&(n* te t(+ +layers in M4As an$ '!n$ raisin* 'r(& $(&esti- an$ internati(nal -a+ital &arkets% Te EE!ities tea& is a &a1(r In$ian "r(kera*e (!se an$ its resear- -(vers (ver >BO (' Sense0 &arket -a+itali,ati(n% Te "(n$ resear- (' te Fi0e$ In-(&e tea& is a "en-&ark '(r te in$!stry% 25 ICICI B'n, r!&u#t & Cust!mer Se8ment0 ERSONAL BAN9ING L!'n r!&u#t ;ep!sit r!&u#t In-estment & Insur'n#e A!t( )(an )(an A*ainst Se-!rity )(an A*ainst Pr(+erty Pers(nal l(an Cre$it -ar$ ?C#eeler l(an C(&&er-ial vei-les 'inan-e 2(&e l(ans Retail "!siness "ankin* Tra-t(r l(an G(rkin* Ca+ital Finan-e C(nstr!-ti(n EE!i+&ent Finan-e 2ealt Care Finan-e E$!-ati(n )(an 5(l$ )(an Savin* aJ- C!rrent aJ- Fi0e$ $e+(sit De&at aJ- Sa'e De+(sit )(-kers M!t!al F!n$ B(n$s Kn(#le$*e Centre Ins!ran-e 5eneral an$ 2ealt Ins!ran-e EE!ity an$ Derivatives M!$ra 5(l$ Bar 26 RO;UCT ICICI Bank (''ers #i$e variety (' De+(sit Pr($!-ts t( s!it y(!r reE!ire&ents% C(!+le$ #it -(nvenien-e (' net#(rke$ "ran-esJ ATMs an$ 'a-ility (' EC -annels like Internet an$ M("ile Bankin*, ICICI Bank "rin*s "ankin* at y(!r $((rste+% Sele-t any (' (!r $e+(sit +r($!-ts an$ +r(vi$e y(!r $etails (nline an$ (!r re+resentative #ill -(nta-t y(! '(r A--(!nt O+enin*% SA=ING ACCOUNTS ICICI Bank (''ers y(! a +(#er +a-ke$ Savin*s A--(!nt #it a (st (' -(nvenient 'eat!res an$ "ankin* -annels t( transa-t tr(!*% S( n(# y(! -an "ank at y(!r -(nvenien-e, #it(!t te stress (' #aitin* in E!e!es SENIOR CITICEN SER=ICES Ge !n$erstan$ tat as y(! rea- te a*e t( retire, y(! $( ave -ertain -(n-erns P #eter y(!r ar$ earne$ &(ney is sa'e an$ se-!re P #eter y(!r invest&ents *ive y(! te kin$ (' ret!rns tat y(! nee$% TatHs #y #e ave an i$eal Bankin* Servi-e '(r t(se #( are ;B years an$ a"(ve% Te Seni(r Citi,en Servi-es 'r(& ICICI Bank as several a$vanta*es tat are tail(re$ t( "rin* &(re -(nvenien-e an$ en1(y&ent in y(!r li'e% YOUNG STARS 27
ItHs really i&+(rtant t( el+ -il$ren learn te val!e (' 'inan-es an$ &(ney &ana*e&ent at an early a*e% Bankin* is a seri(!s "!siness, "!t #e &ake "ankin* a +leas!re an$ at te sa&e ti&e -il$ren learn (# t( &ana*e teir +ers(nal 'inan-es% FI>E; ;EOSITS Sa'ety, Fle0i"ility, )iE!i$ity an$ Ret!rnsQQQQ A -(&"inati(n (' !n"eata"le 'eat!res (' te Fi0e$ De+(sit 'r(& ICICI Bank% RECURRING ;EOSITS Gen e0+enses are i*, y(! &ay n(t ave a$eE!ate '!n$s t( &ake "i* invest&ents% B!t si&+ly *(in* aea$ #it(!t savin* '(r te '!t!re is n(t an (+ti(n '(r y(!% Tr(!* ICICI Bank Re-!rrin* De+(sit y(! -an invest s&all a&(!nts (' &(ney every &(nt tat en$s !+ #it a lar*e savin* (n &at!rity% S( y(! en1(y t#in a$vanta*esC a''(r$a"ility an$ i*er earnin*s HO"E #OAN Te N(% 7 2(&e )(ans Pr(vi$er in te -(!ntry, ICICI Bank 2(&e )(ans (''ers s(&e !n"eata"le "ene'its t( its -!st(&ers C D((rste+ Servi-e, Si&+li'ie$ D(-!&entati(n an$ 5!i$an-e tr(!*(!t te Pr(-ess% ItHs really easyQ ERSONAL LOANS I' y(!Hre l((kin* '(r a +ers(nal l(an tatHs easy t( *et, y(!r sear- en$s ere% ICICI Bank Pers(nal )(ans are easy t( *et an$ a"s(l!tely 28 assle 'ree% Git &ini&!& $(-!&entati(n y(! -an n(# se-!re a l(an '(r an a&(!nt !+ t( Rs% 7: laks CAR LOAN Te NO 7 'inan-ier '(r -ar l(ans in te -(!ntry%Net#(rk (' &(re tan 7:BB -annel +artners in (ver <=B l(-ati(ns% TieC!+s #it all lea$in* a!t(&("ile &an!'a-t!rers t( ens!re te "est $eals% Fle0i"le s-e&es 4 E!i-k +r(-essin*% 2assleC'ree a++li-ati(n +r(-ess (n te -li-k (' a &(!se% COMMERCIAL =EHICLE LOANS Ran*e (' servi-es (n e0istin* l(ans 4 e0ten$e$ +r($!-ts like '!n$in* (' ne# vei-les, re'inan-e (n !se$ vei-les, "alan-e trans'er (n i* -(st l(ans, t(+ !+ (n e0istin* l(ans, E0ten$ +r($!-t, #(rkin* -a+ital l(ans 4 (ter "ankin* +r($!-ts% TWO WHEELER LOANS Avail attra-tive s-e&es at -(&+etitive interest rates 'r(& te N( 7 Finan-ier '(r T#( Geeler )(ans in te -(!ntry% Finan-e 'a-ility !+ t( >BO (' te On R(a$ C(st (' te vei-le, re+aya"le in -(nvenient re+ay&ent (+ti(ns an$ -(&'(rta"le ten(rs 'r(& ; &(nts t( @; &(nts% Ri$e (&e (n y(!r Drea& T#( Geeler #it (!r assle 'ree 'inan-e% FARM EDUIMENT LOANS Pre'erre$ 'inan-ier '(r al&(st all lea$in* tra-t(r &an!'a-t!rers in te -(!ntry% Fle0i"le re+ay&ent (+ti(ns in tan$e& #it te 'ar&erHs 29 seas(nal liE!i$ity% M(ntly, R!arterly an$ 2al'Cyearly re+ay&ent +atterns t( -((se 'r(&% C(&'(rta"le re+ay&ent ten!res 'r(& 7 year t( > year CRE;IT CAR;S ICICI Bank Cre$it Car$s *ive y(! te 'a-ility (' -as, -(nvenien-e an$ a ran*e (' "ene'its, any#ere in te #(rl$% Tese "ene'its ran*e 'r(& li'e ti&e 'ree -ar$s, Ins!ran-e "ene'its, *l("al e&er*en-y assistan-e servi-e, $is-(!nts, !tility +ay&ents, travel $is-(!nts an$ &!- &(re% ;EBIT CAR;S Te ICICI Bank De"it Car$ is a rev(l!ti(nary '(r& (' -as tat all(#s -!st(&ers t( a--ess teir "ank a--(!nt ar(!n$ te -l(-k, ar(!n$ te #(rl$% Te ICICI Bank De"it Car$ -an "e !se$ '(r s(++in* at &(re tan 7BB,BBB &er-ants in In$ia an$ 7@ &illi(n &er-ants #(rl$#i$e% TRA=EL CAR; Presentin* ICICI Bank Travel Car$%Te 2assle Free #ay t( Travel te #(rl$% Travelin* #it US D(llar, E!r(, P(!n$ Sterlin* (r S#iss Fran-sN )((kin* '(r se-!rity an$ -(nvenien-eN take ICICI Bank Travel Car$% Iss!e$ in $!+li-ate% O''ers te Pin "ase$ se-!rity% 2as te -(nvenien-e (' !sa*e (' Cre$it (r De"it -ar$% RE AI; CAR;S ICICI Bank "rin*s t( y(! a -(&+lete "(!E!et (' +reC+ai$ -ar$s +r(vi$in* +ay&ent s(l!ti(ns at y(!r 'in*erti+s% ICICI Bank +reC+ai$ -ar$s are a sa'e 4 -(nvenient #ay '(r ass(-iate +ay&ents, 30 $is"!rse&ents, *i'tin* 4 s&all ti-ket transa-ti(ns% PreC+ai$ -ar$s are availa"le (n a VISA +lat'(r& t!s +r(vi$in* a--essi"ility t( (ver (ne lak &er-ant esta"lis&ents 4 -as #it$ra#al 'r(& all VISA ATMs in In$ia% In-estments At ICICI Bank, #e -are a"(!t all y(!r nee$s% Al(n* #it De+(sit +r($!-ts an$ )(an (''erin*s, ICICI Bank assists y(! t( &ana*e y(!r 'inan-es "y +r(vi$in* vari(!s invest&ent (+ti(ns ran*in* 'r(& ICICI Bank Ta0 Savin* B(n$s t( EE!ity Invest&ents tr(!* Initial P!"li- O''ers an$ Invest&ent in P!re 5(l$% ICICI Bank 'a-ilitates '(ll(#in* invest&ent +r($!-tsF ICICI Bank Ta0 Savin* B(n$s 5(vern&ent (' In$ia B(n$s Invest&ent in M!t!al F!n$s Initial P!"li- O''ers "y C(r+(rate Invest&ent in LP!re 5(l$L F(rei*n E0-an*e Servi-es Seni(r Citi,ens Savin*s S-e&e, ?BBA Y(! -an invest in a"(ve +r($!-ts tr(!* any (' (!r "ran-es% F(r sele-t +r($!-ts ICICI Bank als( +r(vi$es te ease (' investin* tr(!* ele-tr(ni- -annels like ATMs an$ Internet .ICICI$ire-t%-(&/ 31 STRENGHTS 7/ On(ine Ser-i#esF ICICI Bank +r(vi$es (nline servi-es (' all it3s "ankin* 'a-ilities% It als( +r(vi$es DCMart a--(!nt 'a-ilities (nCline, s( a +ers(n -an a--ess is a--(!nt 'r(& any#ere e is% SDCMart is a $e&ateriali,e$ a--(!nt (+ene$ "y a salarie$ +ers(n '(r +!r-ase 4 sale (' sares (' $i''erent -(&+anies%T ?/ A&-'n#e& In)r'stru#tureF Bran-es (' ICICI Bank are #ell eE!i++e$ #it a$van-e$ te-n(l(*y t( +r(vi$e te -!st(&ers #it taster "ankin* servi-es% All te -(&+!teri,e$ &a-ines are l(-ate$ in s!ita"le &anner 4 are very !se'!l t( te -!st(&ers 4 sta'' (' te "ank% @/ Frien&(. St'))0 Te sta'' (' ICICI Bank in all "ran-es is very 'rien$ly 4 el+ te -!st(&ers in all -ases% Tey +r(vi$e 'aster servi-es al(n* #it "(n$in* 4 +ers(nal relati(nsi+ #it te -!st(&ers% A/ 54 hrs7 B'n,in8 ser-i#es0 C(&+are$ t( (ter "ank ICICI "ank +r(vi$es l(n* rs% (' servi-es i%e% =C= servi-es t( te -!st(&ers% Tis servi-e is (ne (' it3s kin$ 4 is very el+'!l '(r te -!st(&ers #( are in !r*ent nee$ (' &(ney% :/ Other F'#i(ities t! the Cust!mers & Emp(!.ees0 ICICI Bank als( +r(vi$es (ter 'a-ilities like $rinkin* #ater 'a-ilities, +r(+er sittin* arran*e&ents t( te -!st(&ers% An$ tere are als( +r(+er Ventilati(n 4 sanitary 'a-ilities '(r te e&+l(yees (' te "ank% ;/ L'te ni8ht ATM ser-i#es0 ICICI "ank +r(vi$es late ni*t ATM servi-es t( te -!st(&ers% Te ATM -enters (' ICICI "ank #(rks even a'ter 77FBB+&% at ni*t in -ertain "ran-es% 32 We',ness 7/ Hi8h B'n, Ser-i#e Ch'r8es0 ICICI "ank -ar*es i*ly t( -!st(&ers '(r te servi-es +r(vi$e$ "y te& #en -(&+are$ t( (ter "ank 4 tat is #y it is (nly in te rea- (' i*er -lass (' s(-iety% ?/ Less Cre&it eri!&0 ICICI "ank +r(vi$es -re$it 'a-ilities "!t (nly !+t( li&ite$ +eri($% Even #en te -re$it +eri($ is n(t (ver it sen$s re&in$er letters t( te -!st(&ers #i- &ay ann(y te&% OORTUNITIES 7/ B'n, AInsur'n#e ser-i#es0 Te "ank s(!l$ als( +r(vi$e ins!ran-e servi-es% Tat &eans te "ank -an ave a tieC!+ #it a ins!ran-e -(&+any% Te "ank #ill a$vertise 4 +r(&(te te $i''erent +(li-ies intr($!-e$ "y te ins!ran-e -(&+any 4 -(nvin-e teir -!st(&ers t( "!y ins!ran-e +(li-ies% ?/ In#re'se in per#ent'8e !) Returns !n in#re'se0 Te "ank s(!l$ +r(vi$e i*er ret!rns (n $e+(sits in -(&+aris(n (' te +resent sit!ati(n% Tis #ill als( !+t( lar*e e0tent el+ te "ank earn +r('its 4 +(+!larity% @/ Re#ruit pr!)essi!n'((. 8ui&e& stu&ents0 Bank 4 Ins!ran-e is a s+e-ial n(nC ai$ -(!rse #ere te st!$ents s+e-iali,e in te '!n-ti(nin* 4 servi-es (' te "ank 4 als( are kn(#le$*e a"(!t vari(!s ta0 +(li-ies% Te "ank -an re-r!it tese st!$ents tr(!* tieC!+s #it -(lle*es% S!- st!$ents #ill s!rely +r(ve as an asset t( te "ank% 33 A/ Ass!#i'te +ith s!#i'( #'use0 Te "ank -an als( ass(-iate itsel' #it s(-ial -a!ses like +r(vi$in* relie' ai$ +atients, '!n$in* t(#ar$s nat!ral -ala&ities% B!t tis 'alls in te A t E!a$rant s( te "ank s(!l$ ne*le-t it% THREATS 7/ C!mpetiti!nF ICICI Bank is 'a-in* ti*t -(&+etiti(n l(-ally as #ell as internati(nally% Bank like CITI Bank, 2SBC, ABM, Stan$ar$ Cartere$, 2DFC als( +r(vi$e eE!ivalent 'a-ilities like ICICI $( an$ als( ICICI $( n(t ave -(nsisten-y in its internati(nal (+erati(n% ?/ Net Ser-i#es0 ICICI Bank +r(vi$es all kin$ (' servi-es (nCline% Tere -an "e easy a--ess t( te eC&ail i$s (' te -!st(&ers tr(!* #r(n* +e(+le% Te -(n'i$ential in'(r&ati(n (' te -!st(&ers -an "e leake$ easily tr(!* te eC&ail i$s% @/ ;e#entr'(i?e& M'n'8ement0 Ea- "ran- &ana*er is *iven te a!t(rity (' takin* $e-isi(ns in teir res+e-tive "ran-es% Te $e-isi(ns &a$e "y $i''erent &ana*ers are $iverse an$ any (ne #r(n* $e-isi(n -an lai$ t( eavy l(sses t( te "ank% A/ N! r!per F'#i(ities t! Une&u#'te& #ust!mers0 ICICI Bank +r(vi$es all servi-es tr(!* ele-tr(ni- -(&+!teri,e$ &a-ines% Tis -reates +r("le&s t( te less e$!-ate$ +e(+le% B!t tis treat 'alls in te A t E!a$rant s( its ne*li*i"le% Te -(&+any -an av(i$ tis treat% 34 COMANY EFFORTS TO ENSURE CUSTOMER SATISFACTION Cust!mer S'tis)'#ti!n0 C!st(&er satis'a-ti(n is eE!ivalent t( &akin* s!re tat +r($!-t an$ servi-e +er'(r&an-e &eets -!st(&er e0+e-tati(ns% It is te +er-e+ti(n (' te -!st(&er tat te (!t-(&e (' a "!siness transa-ti(n is eE!al t( (r *reater tan isJer e0+e-tati(n% C!st(&er satis'a-ti(n (--!rs #en te a-E!isiti(n (' +r($!-ts an$ J(r servi-es +r(vi$es a &ini&!& ne*ative $e+art!re 'r(& e0+e-tati(ns #en -(&+are$ #it (ter a-E!isiti(ns an$ #en te &ar*inal !tility (' a transa-ti(n is eE!al t( (r *reater tan +re-e$in* a-E!isiti(ns% C!st(&er satis'a-ti(n (--!rs #en te +er-e+ti(n (' te re#ar$ 'r(& te +!r-ase (' *(($s (r servi-es "y te -!st(&er &eets (r e0-ee$s isJer +er-eive$ sa-ri'i-e% Te +er-e+ti(n is a -(nseE!en-e (' &at-in* +ast +!r-ase an$ -(ns!&+ti(n e0+erien-e #it te -!rrent +!r-ase% Cust!mer Ser-i#e 'n& S'tis)'#ti!n0 Gen #e talk a"(!t -!st(&er servi-e an$J(r satis'a-ti(n, #e talk a"(!t -reativity% Creativity all(#s !s t( an$le (r $i''!se +r("le&s at an$ (r later (n rater in te +r(-ess (' -(n$!-tin* te every$ay "!siness% Ge talk a"(!t (#, (r #at, $(es te (r*ani,ati(n ave t( $( t( *ain n(t (nly te sale "!t als( te l(yalty (' te -!st(&er% Ge #ant t( kn(# te +ay('' (' te transa-ti(n "(t in te s(rt an$ l(n* ter&% Ge #ant t( kn(# #at (!r -!st(&ers GantU Ge #ant t( kn(# i' (!r -!st(&ers are satis'ie$% Satis'a-ti(n, O' -(!rse, &eans tat #at #e $elivere$ t( a -!st(&er &et te -!st(&er3s A++r(val% Ge #ant t( kn(# i' -!st(&ers are $eli*te$ an$ #illin* t( -(&e E&+l(yees &!st a$ere t( a ri*i$ -ain (' -(&&an$ E&+l(yees are -l(sely s!+ervise$ C(n'li-tVin #atever '(r&Vis n(t all(#e$ Re#ar$s are "ase$ (n -arr(tCan$Csti-k +rin-i+les 35 Gr(n* ("1e-tives are &eas!re% Le-e( 5,E0+e-tati(ns are very si&+le an$ take te '(r& (' ass!&+ti(ns, &!st ave, (r take it '(r *rante$% F(r e0a&+le, I e0+e-t te airline t( "e a"le t( take ('', 'ly t( &y $estinati(n, an$ lan$ sa'ely% I e0+e-t t( *et te -(rre-t "l(($ '(r &y "l(($ trans'!si(n an$ I e0+e-t te "ank t( $e+(sit &y &(ney t( &y a--(!nt an$ t( kee+ a -(rre-t tally '(r &e% Le-e( 4%E0+e-tati(ns are a ste+ i*er tan tat (' level 7 an$ tey reE!ire s(&e '(r& (' satis'a-ti(n tr(!* &eetin* te reE!ire&ents an$J(r s+e-i'i-ati(ns% F(r e0a&+le, I e0+e-t t( "e treate$ -(!rte(!sly "y all airline +ers(nnel% I #ent t( te (s+ital e0+e-tin* t( ave &y ernia re+aire$, t( "e in s(&e +ain a'ter it #as $(ne, t( "e (!t (n te sa&e $ay, an$ t( re-eive a -(rre-t"ill% An$ I #ent t( te "ank e0+e-tin* te "ank teller t( "e 'rien$ly, in'(r&ative, an$ el+'!l #it &y transa-ti(ns% Cust!mer s'tis)'#ti!n sur-e.s he(p t!0 I&+r(ve -!st(&er, -lient, (r e&+l(yee l(yalty% Rea-t E!i-kly t( -an*es in te &arket% I$enti'y an$ -a+itali,e (n (++(rt!nities% Beat te -(&+etiti(n% Retain (r *ain &arket sare% In-rease reven!e% Re$!-e -(sts% COMANYBS EFFORT TO ENSURE SATISFACTION OF CUSTOMERS0 O%"e#ti-es !) ICICI Pr(&(te *(($ an$ 'air "ankin* +ra-ti-es "y settin* &ini&!& stan$ar$s in $ealin* #it y(! In-rease trans+aren-y s( tat y(! -an ave a "etter !n$erstan$in* (' #at y(! -an reas(na"ly e0+e-t (' te servi-esN En-(!ra*e &arket '(r-es, tr(!* -(&+etiti(n, t( a-ieve i*er (+eratin* stan$ar$sN 36 Pr(&(te a 'air an$ -(r$ial relati(nsi+ "et#een y(! an$ y(!r "ankN F(ster -(n'i$en-e in te "ankin* syste& T( 2el+ Y(! T( Un$erstan$ 2(# O!r Finan-ial Pr($!-ts An$ Servi-es G(rk ByF 5ivin* y(! in'(r&ati(n a"(!t te& in any (ne (r &(re (' te '(ll(#in* lan*!a*esF 2in$i, En*lis (r te a++r(+riate l(-al lan*!a*e% Ens!rin* tat (!r a$vertisin* an$ +r(&(ti(nal literat!re is -lear an$ n(t &islea$in* Ens!rin* tat y(! are *iven -lear in'(r&ati(n a"(!t (!r +r($!-ts an$ servi-es, te ter&s an$ -(n$iti(ns an$ te interest ratesJservi-e -ar*es, #i- a++ly t( te&% 5ivin* y(! in'(r&ati(n (n #at are te "ene'its t( y(!, (# y(! -an avail (' te "ene'its, #at are teir 'inan-ial i&+li-ati(ns an$ #(& y(! -an -(nta-t '(r a$$ressin* y(! E!eries% T! He(p Y!u Use Y!ur A##!unt Or Ser-i#e B.0 Pr(vi$in* y(! re*!lar a++r(+riate !+$ates% Kee+in* y(! in'(r&e$ a"(!t -an*es in te interest rates, -ar*es (r ter&s an$ -(n$iti(ns% In)!rm'ti!n Y(! -an *et in'(r&ati(n (n interest rates, -(&&(n 'ees an$ -ar*es tr(!* any (ne (' te '(ll(#in*F )((kin* at te n(ti-es in (!r "ran-es N P(nin* (!r "ran-es (r el+ClinesN )((kin* (n (!r #e"siteN Askin* (!r $esi*nate$ sta''Jel+ $esk N(r Re'errin* t( te servi-e *!i$eJT'ri)) S#he&u(e7 Be)!re Y!u Be#!me ' Cust!mer +e +i((0 *ive y(! -lear in'(r&ati(n e0+lainin* te key 'eat!res (' te servi-es an$ +r($!-ts y(! tell !s y(! are intereste$ inN 37 *ive y(! in'(r&ati(n (n any ty+e (' +r($!-ts an$ servi-es #i- #e (''er an$ tat &ay s!it y(!r nee$sN tell y(! i' #e (''er +r($!-ts an$ servi-es in &(re tan (ne #ay S'(r e0a&+le, tr(!* ATMs, (n te Internet, (ver te +(ne, in "ran-es an$ s( (nT an$ tell y(! (# t( 'in$ (!t &(re a"(!t te&N tell y(! #at in'(r&ati(n #e nee$ 'r(& y(! t( +r(ve y(!r i$entity an$ a$$ress, '(r !s t( -(&+ly #it le*al, re*!lat(ry an$ internal +(li-y reE!ire&ents% A&-ertisin8, M'r,etin8 'n& S'(es Ge #ill &ake s!re tat all a$vertisin* an$ +r(&(ti(nal &aterial is -lear, an$ n(t &islea$in*% In any a$vertisin* in any &e$ia an$ +r(&(ti(nal literat!re tat $ra#s attenti(n t( "ankin* servi-e (r +r($!-t an$ in-l!$es a re'eren-e t( an interest rate, #e #ill als( in$i-ate #eter (ter 'ees an$ -ar*es #ill a++ly an$ tat '!ll $etails (' te relevant ter&s an$ -(n$iti(ns are availa"le (n reE!est% I' #e avail (' te servi-es (' tir$ +arties '(r +r(vi$in* s!++(rt servi-es, #e #ill reE!ire tat s!- tir$ +arties an$le y(!r +ers(nal in'(r&ati(n .i' any availa"le t( s!- tir$ +arties/ #it te sa&e $e*ree (' -(n'i$entiality an$ se#urit. as #e #(!l$% Ge &ay, 'r(& ti&e t( ti&e, -(&&!ni-ate t( y(! vari(!s 'eat!res (' (!r +r($!-ts availe$ "y y(!% In'(r&ati(n a"(!t (!r (ter +r($!-ts (r +r(&(ti(nal (''ers in res+e-t (' (!r +r($!-tsJservi-es, #ill "e -(nveye$ t( y(! (nly i' y(! ave *iven y(!r -(nsent t( re-eive s!- in'(r&ati(nJ servi-e eiter "y &ail (r "y re*isterin* '(r te sa&e (n (!r #e"site (r (n (!r +(ne "ankin*J-!st(&er servi-e n!&"er% ri-'#. 'n& C!n)i&enti'(it. Ge #ill treat all y(!r +ers(nal in'(r&ati(n as +rivate an$ -(n'i$ential Seven #en y(! are n( l(n*er a -!st(&erT, an$ sall "e *!i$e$ "y te '(ll(#in* +rin-i+les an$ +(li-ies% 38 ;ATA ANALYSIS AN; INTERRETATION 50@Whi#h !) the )!((!+in8 'ttri%utes #!mpe((e& .!u t! m!st !pen s'-in8 '##!unt in 'n. %'n,E 39
$:%&hich t'(e of )er*ice (refer) the +o)t ,' 'ou- .:%&hich of follo/ing ,an0) do 'ou ha*e account- 40 1:%/hat t'(e of account do 'ou ha*e in ,an0- 41 2:%Ho/ +an' )er*ice) offered ,' 'our ,an0) ha*e ,een U)e ,' 'ou- 19 27 22 47 0 10 20 30 40 50 Demat A/ C Matual Fund E- transactin !" # $" Customer Using Services Offered by Their Bank Custmer %sin& 'er(ices )**ered +, -.eir /an0 FIN;INGS 42 7% It #as '(!n$ 'r(& te st!$y tat "ank "elieves in E!ality servi-e rater tan E!antity (' servi-e% ?% Te (''i-ials e&+l(ye$ are very &!- ent!siasti- a"(!t teir 1("% @% Te (''i-ials try t( &ake "est relati(n #it te -!st(&ers% A% Tere is se+arate -(!nter '(r NRI servi-es% :% Te li&it (' -as va!lt is Rs% 7B, BB,BBB '(r a $ay% ;% Te re*isters an$ 'iles are &aintaine$ (n a $aily "asis% <% Te re*isters are &aintaine$ in a #ell (r*ani,e$ &anner% =% Te &arketin* strate*y (' te "ank is very attra-tive% >% Te "ank al#ays tries t( attra-t -!st(&ers #it inn(vative (''ers% 7B% Te "ank is very keen t( i&+le&ent :Hs +lan in all its "ran-% 77% ICICI an$ SBI -re$it $e+(sit rati( is (n te si$e t(!* ICICI "anks s(# a little $e-reasin* tren$ t( te e0tent (' ?%?A O Over &ar?BB< W &ar ?BB=% SUGGESTIONS 43 A% Best +lay in a "!(yant envir(n&ent Fav(ra"le &a-r(, "!(yant Market relate$ reven!es an$ a "eni*n envir(n&ent '(r asset E!ality% 7X ICICI as a +layer '(-!se$ (n &aintainin* an$ J(r i&+r(vin* Market sare in key "!siness se*&ents, +arti-!larly retail len$in*C Gill, in (!r vie#, "ene'it i&&ensely '(r& a +(sitive (+eratin* Envir(n&ent% ?% ICICI is vie#e$ as it is "ene'ite$ 'r(& te +r(-y-li-ality e''e-t (' te e-(n(&i- -y-le as its "(rr(#ers in te le*a-y +r(1e-t 'inan-in* A-tivity #itnesse$ teir $e"t servi-in* a"ility in-reasin* -(nsi$era"ly% It is "elieve$ tat te +r('ita"ility (' tis se*&ent as i&+r(ve$ as a Res!lt (' l(#er l(an l(ss +r(visi(ns an$ l(#er ta0a"le rates (' In-(&e 'r(& tis s(!r-e% E0+e-tati(ns are (n te +r( -y-li-al "ene'it, t( -(ntin!e an$ en-e +r('ita"ility (' le*a-y len$in* t( "e s!staine$ at levels seen earlier% @% Market relate$ reven!es are "elieve$ t( -(ntri"!te 7AO C 7:O t( ICICIBHs (+eratin* reven!es an$ ave "((ste$ its +reC+r(visi(n R( AA% B!(yant envir(n&ent t( s!stain te -(ntri"!ti(n 'r(& &arket Crelate$ reven!es is e0+e-te$ an$ en-e te (+eratin* +r('ita"ility% A% Pri-in* +(#er in -(ns!&er 'inan-in* se*&ent +r('ita"ility A*ainst +(tential s(-ks% :% ICICIB en1(ys a $(&inant &arket +(siti(n a-r(ss -!st(&er Cate*(ries in retail len$in*% Te str(n* &arket +(siti(n an$ r("!st De&an$ '(r -(ns!&er 'inan-in* vests si*ni'i-ant +ri-in* +(#er Git ICICIB is "elieve$ eiter "y all(#in* a ike in len$in* rats, Ne*(tiatin* i*er s!"venti(n '(r& &an!'a-t!rers (' -!ttin* Distri"!ti(n -(sts% 44 CONCLUSION T!s, ICICI as "een a"le t( !se te-n(l(*y t( +r(vi$e val!eCa$$e$ servi-e t( its -!st(&ers $!rin* te last 'e# years% F(r ICICI, te-n(l(*y is an inte*ral +art (' teir "!siness% 2(#ever, teir (verall +r(*ress -(!l$ ave "een s&((ter "!t '(r -ertain internal an$ e0trane(!s 'a-t(rs an$ als( a +ress!re (n s+rea$ $!e t( a -(&+etitive &arket .Ann!al re+(rt, ?BBB YB7/% EC"ankin* as "e-(&e a ne-essary s!rvival #ea+(n an$ is '!n$a&entally -an*in* te "ankin* in$!stry #(rl$#i$e% T($ay, te -li-k (' te &(!se (''ers -!st(&ers "ankin* servi-es at a &!- l(#er -(st an$ als( e&+(#ers te& #it !n+re-e$ente$ 'ree$(& in -((sin* ven$(rs '(r teir 'inan-ial servi-e nee$s% N( -(!ntry t($ay as a -(i-eC #eter t( i&+le&ent EC"ankin* (r n(t *iven te *l("al an$ -(&+etitive nat!re (' te e-(n(&y% ICICI ave t(+ *ra$e an$ -(nstantly tink (' ne# inn(vative -!st(&i,e$ +a-ka*es an$ servi-es t( re&ain -(&+etitive% Te invasi(n (' "ankin* "y te-n(l(*y as -reate$ an in'(r&ati(n a*e an$ -(&&($iti,ati(n (' "ankin* servi-es% ICICI ave -(&e t( reali,e tat s!rvival in te ne# eCe-(n(&y $e+en$s (n $eliverin* s(&e (r all (' teir "ankin* servi-es (n te Internet #ile -(ntin!in* t( s!++(rt teir tra$iti(nal in'rastr!-t!re% Te rise (' EC"ankin* is re$e'inin* "!siness relati(nsi+s an$ te &(st s!--ess'!l "anks #ill "e t(se tat -an tr!ly stren*ten teir relati(nsi+ #it teir -!st(&ers% Git(!t any $(!"t, te internati(nal s-(+e (' EC"ankin* +r(vi$es ne# *r(#t +ers+e-tives an$ Internet "!siness is a -atalyst '(r ne# te-n(l(*ies an$ ne# "!siness +r(-esses% 45 BIBLIOGRAHY ###%r"i%(r*%in ###%&(ney-(ntr(l%-(& ###%nsein$ia%-(& ###%i-i-i"ank%-(& E-(n(&i- ti&es B!siness #(rl$ APPENDI8 46 Duesti!nn'ires ;e'r sirF m'&'m, I a& +lease$ t( intr($!-e &ysel' as a BBA stuent as a +art (' &y -!rri-!l!&! I am conucting a stu) on 34u)to+er )ati)faction to/ard) I4I4I BAN at Bhu,an)/er56 S(, I ere"y reE!est y(! kin$ly s+are y(!r val!a"le ti&e t( 'ill tis E!esti(nnaire, #i- #ill el+ &e in &y +r(1e-t #(rk% .Please &ark "or te relevant "(0/ Na&eF WWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWW A$$ressF WWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWWW P(neCN(F WWWWWWWWWWWWWWWWWWW 57 Whi#h O) The F!((!+in8 Attri%utes C!mpe((e& Y!u T! M!st Open S'-in8 A##!unt In An. B'n,E ATM Che*ue B!!, Internet B'n,in8 W!r,in8 H!ur ='(ue A&&e& Ser-i#es 47 Whi#h T.pe O) Ser-i#e re)ers The M!st B. Y!uE ATM C!re B'n,in8 Internet B'n,in8 M!%i(e B'n,in8 Ret'i( B'n,in8 37 Whi#h O) F!((!+in8 B'n,s ;! Y!u H'-e A##!untE SBI ICICI AGis H;FC Other H7 Wh't T.pe O) A##!unt ;! Y!u H'-e In B'n,E S'-in8 Current F; Other 47 17 H!+ M'n. Ser-i#es O))ere& B. Y!ur B'n,s H'-e Been Use& B. Y!uE ;EMAT 'F# Mutu'( Fun& E@Tr'ns'#ti!n LI&GI
THAN9ING YOU FOR SARRING YOUR =ALUABLE TIME AN; THOUGHT7 48
Postoperative Nausea and Vomiting (PONV) Is One of The Most Common and Distressing Complications After Anaesthesia and Surgery, and May Lead To Serious Postoperative Complications