A Project Report ON: "Customer Satisfaction Towards Icici Bank With Special Reference To Gondia Branch"

N.M.D.
COLLEGE, GONDIA 1

A PROJECT REPORT
ON

"CUSTOMER SATISFACTION TOWARDS ICICI BANK WITH
SPECIAL REFERENCE TO GONDIA BRANCH"

Submitted in partial fulfillment of the requirement
of the award of the Degree of
Master of Commerce (M.Com) R.T.M. Nagpur University, Nagpur

Submitted By
KOMAL K.DODWANI
(M.Com. Final year)

Under Guidance of
PROF. R.C. MOHTURE

DEPARTMENT OF COMMERCE
NATVARLAL MANIKLAL DALAL COLLEGE, GONDIA
2013-2014

N.M.D.COLLEGE, GONDIA 2

CERTIFICATE

This is to certify that Miss. KOMAL K. DODWANI a bonafide
student of M.Com Final Year in the Department of Commerce, N.M.D. College,
Gondia for the session2013-2014. She has completed h project work entitled-
"CUSTOMER SATISFACTION TOWARDS ICICI BANK WITH
SPECIAL REFERENCE TO GONDIA BRANCH" Under the guidance of
Prof. R.C. Mohtureon the subject approved by the department. This project is
submitted to RTM Nagpur University in the partial fulfillment of requirement for
the degree of Master of Commerce.

Prof. R.C. Mohture Prof. Yogesh Nasre
(Coordinator) (Principal/Director)
N.M.D. College, Gondia N.M.D. College, Gondia


DECLARATION

I hereby declare that this project work, entitled "CUSTOMER
SATISFACTIONTOWARDSICICI BANK WITH SPECIAL REFERENCE
TO GONDIA BRANCH "is the result of my own work under the guidance Prof.
R.C. Mohture and that the same has not been previously submitted by me to
R.T.M. University .
This information submitted is genuine and practical to the best of my
knowledge.

KOMAL K.DODWANI
(M.Com. Final Year)
Department of Commerce
N.M.D. COLLEGE, GONDIA


ACKNOWLEDGEMENT

My project is designed to sensitize the students to the nuances of academic
research and application of concepts in the real work by assigning time-bound
projects as a part of the curriculum. It enables students to experience theory in
practice and they are put through the rigors of research work.
I am highly indebted to my research project guide, Prof. R.C. Mohture
who has provided me with the necessary information and also for the support
extended out to me in the completion of this report and his valuable suggestion
and comments on bringing out this report in the best way possible.
The faculties at the institute have constantly been a guiding force. I would
like to convey my special thanks to Principal, Prof. Y. M. Nasre and Head of
Department Prof. R.R. Khandelwal.
Last but not the least; I would like to thank the supporting staff for always
bearing with us during the making of our research report. I am also thankful to
all the respondents whose cooperation and support has helped me a lot in
collecting necessary information. I would also like to thank all mighty God for
his blessings showered on me during the completion of project report.

KOMAL K.DODWANI
(M.Com. Final Year)
Department of Commerce
N.M.D.COLLEGE, GONDIA


INDEX

CHAPTER
NO.
CONTENTS

PAGE NO.

1 I ntroduction 6
2 Company Profile 14
3 Objectives of the study 34
4 Hypothesis of the study 36
5 Research Methodology 38
6 Data Analysis & I nterpretation 41
7 Hypothesis Testing 58
8 Conclusion 60
9 Suggestion 62
10 Limitation 64
11 Bibliography 66
12 Appendix

68


Chapter 1
INTRODUCTION

INTRODUCTION

DEFINITION OF BANK
Banking Means "Accepting Deposits for the purpose of lending or
Investment of deposits of money from the public, repayable on demand or
otherwise and withdraw by cheque, draft or otherwise."
-Banking Companies (Regulation) Act,1949

ORIGIN OF THE WORD BANK
The origin of the word bank is shrouded in mystery. According to one
view point the Italian business house carrying on crude from of banking were
called banchibancheri" According to another viewpoint banking is derived from
German word "Branck" which mean heap or mound. In England, the issue of
paper money by the government was referred to as a raising a bank.

ORIGIN OF BANKING
Its origin in the simplest form can be traced to the origin of authentic
history. After recognizing the benefit of money as a medium of exchange, the
importance of banking was developed as it provides the safer place to store the
money. This safe place ultimately evolved in to financial institutions that accepts
deposits and make loans i.e., modern commercial banks.

BANKING SYSTEM IN INDIA
Without a sound and effective banking system in India it cannot have a
healthy economy. The banking system of India should not only be hassle free but
it should be able to meet new challenges posed by the technology and any other
external and internal factors.

For the past three decades India's banking system has several
outstanding achievements to its credit. The most striking is its extensive reach. It
is no longer confined to only metropolitans or cosmopolitans in India. In fact,
Indian banking system has reached even to the remote corners of the country.
This is one of the main reasons of India's growth process.

INDIAN BANKING INDUSTRY
The Indian banking market is growing at an astonishing rate, with Assets
expected to reach US$1 trillion by 2010. An expanding economy, middleclass,
and technological innovations are all contributing to this growth.
The countrys middle class accounts for over 320 million People. In
correlation with the growth of the economy, rising income levels, increased
standard of living, and affordability of banking products are promising factors
for continued expansion.
The Indian banking Industry is in the middle of an IT revolution, focusing
on the expansion of retail and rural banking. Players are becoming increasingly
customer -centric in their approach, which has resulted in innovative methods of
offering new banking products and services. Banks are now realizing the
importance of being a big player and are beginning to focus their attention on
mergers and acquisitions to take advantage of economies of scale and/or comply
with Basel II regulation. "Indian banking industry assets are expected to reach
US$1 trillion by 2010 and are poised to receive a greater infusion of foreign
capital, says PrathimaRajan, analyst in Cement's banking group and author of
the report. The banking industry should focus on having a small number of
large players that can compete globally rather than having a large number of
fragmented players.

BANKS IN INDIA
In India the banks are being segregated in different groups. Each group
has their own benefits and limitations in operating in India. Each has their own
dedicated target market. Few of them only work in rural sector while others in
both rural as well as urban. Many even are only catering in cities. Some are of
Indian origin and some 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 names of banks under different groups and other such useful
informations are talked about. One more section has been taken note of is the
upcoming foreign
banks in India. The RBI has shown certain interest to involve more of
foreign banks than the existing one recently. This step has paved a way for few
more foreign banks to start business in India.
Major Banks in I ndia
ABN-AMRO Bank
Abu Dhabi Commercial Bank
American Express Bank
Andhra Bank
Allahabad Bank
Bank of Baroda
Bank of India
Bank of Maharashtra
Bank of Punjab
Bank of Rajasthan
Bank of Ceylon
BNP Paribas Bank
Canara Bank
Catholic Syrian Bank
Central Bank of India
Centurion Bank
Indian Overseas Bank
IndusInd Bank
ING Vysya Bank
Jammu & Kashmir Bank
JPMorgan Chase Bank
Karnataka Bank
KarurVysya Bank
Laxmi Vilas Bank
Oriental Bank of Commerce
Punjab National Bank
Punjab & Sind Bank
Scotia Bank
South Indian Bank
Standard Chartered Bank
State Bank of India (SBI)
State Bank of Bikaner &
Jaipur

China Trust Commercial Bank
Citi Bank
City Union Bank
Corporation Bank

State Bank of Hyderabad
State Bank of Indore
State Bank of Mysore
State Bank of Saurastra
PUBLIC SECTOR BANKS
Among the Public Sector Banks in India, United Bank of India is one of the
14 major banks, which were nationalized on July 19, 1969. Its predecessor, in the
Public Sector Banks, the United Bank of India Ltd., was formed in 1950 with the
amalgamation of four banks viz. Camilla Banking Corporation Ltd. (1914),
Bengal Central Bank Ltd. (1918), Camilla Union Bank Ltd. (1922) and Hooghly
Bank Ltd.(1932).
Oriental Bank of Commerce (OBC), Government of India Undertaking
offers Domestic, NRI and Commercial banking services. OBC is implementing a
GRAMEEN PROJECT in Dehradun District (UP) and Hanumangarh District
(Rajasthan) disbursing small loans. This Public Sector Bank India has
implemented 14 point action plan for strengthening of credit delivery to women
and has designated 5 branches as specialized branches for women entrepreneurs.
The following are the list of Public Sector Banks in I ndia
Allahabad Bank
Andhra Bank
Bank of Baroda
Bank of India
Bank of Maharashtra
Canara Bank
Central Bank of India
Corporation Bank


List of State Bank of I ndia and its subsidiary, a Public Sector Banks
State Bank of India
o State Bank of Bikaner & Jaipur
o State Bank of Hyderabad
o State Bank of Indore
o State Bank of Mysore
o State Bank of Saurastra
o State Bank of Travancore
PRIVATE SECTOR BANKS:
Private banking in India was practiced since the beginning of banking
system in India. The first private bank in India to be set up in India was IDBI
Bank. It is one of the fastest growing Bank Private Sector Banks in India. IDBI
ranks the tenth largest development bank in the world as Private Banks in India
and has promoted world class institutions in India.
The first Private Bank in India to receive an in principle approval from the
Reserve Bank of India was Housing Development Finance Corporation Limited,
to set up a bank in the private sector banks in India as part of the RBI's
liberalization of the Indian Banking Industry. It was incorporated in August 1994
as HDFC Bank Limited with registered office in Mumbai and commenced
operations as Scheduled Commercial Bank in January 1995.
ING Vysya, yet another Private Bank of India was incorporated in the year 1930.
Bangalore has a pride of place for having the first branch inception in the year
1934. With successive years of patronage and constantly setting new standards in
banking, ING Vysya Bank has many credits to its account.


INTRODUCTION OF CUSTOMER SATISFACTION

Customer satisfaction is a term frequently used in marketing. It is a
measure of how products and services supplied by a company meet or surpass
customer expectation. Customer satisfaction is defined as "the number of
customers, or percentage of total customers, whose reported experience with a
firm, its products, or its services (ratings) exceeds specified satisfaction
goals."[1] In a survey of nearly 200 senior marketing managers, 71 percent
responded that they found a customer satisfaction metric very useful in managing
and monitoring their businesses.
It is seen as a key performance indicator within business and is often part
of a Balanced Scorecard. In a competitive market place where businesses
compete for customers, customer satisfaction is seen as a key differentiator and
increasingly has become a key element of business strategy.
"Within organizations, customer satisfaction ratings can have powerful effects.
They focus employees on the importance of fulfilling customers expectations.
Furthermore, when these ratings dip, they warn of problems that can affect sales
and profitability.. These metrics quantify an important dynamic. When a brand
has loyal customers, it gains positive word-of-mouth marketing, which is both
free and highly effective."
Therefore, it is essential for businesses to effectively manage customer
satisfaction. To be able do this, firms need reliable and representative measures
of satisfaction. "In researching satisfaction, firms generally ask customers
whether their product or service has met or exceeded expectations. Thus,
expectations are a key factor behind satisfaction. When customers have high
expectations and the reality falls short, they will be disappointed and will likely
rate their experience as less than satisfying. For this reason, a luxury resort, for
example, might receive a lower satisfaction rating than a budget moteleven
though its facilities and service would be deemed superior in 'absolute' terms."

The importance of customer satisfaction diminishes when a firm has
increased bargaining power. For example, cell phone plan providers, such as
AT&T and Verizon, participate in an industry that is an oligopoly, where only a
few suppliers of a certain product or service exist. As such, many cell phone plan
contracts have a lot of fine print with provisions that they would never get away
if there were, say, a hundred cell phone plan providers, because customer
satisfaction would be far too low, and customers would easily have the option of
leaving for a better contract offer.


Chapter 2
COMPANY PROFILE

COMPANY PROFILE

Type Private, BSE & NSE, NYSE
Founded
1955 (as Industrial credit and Investment
corporation of India)
Headquarters
ICICI Bank Ltd.,
ICICI Bank Towers,
BandraKurla
Mumbai, India
Key people
N Vaghul, K.V. Kamath, ChandaKochhar, V
Vaidyanathan, MadhabiPuri
Industry
Banking
Insurance
Capital Markets and allied industries
Products
Loans, Credit Cards, Savings, Investment
vehicles, Insurance etc.
Revenue USD 5.79 billion
Total assets
Rs. 3,997.95 billion (US$ 100 billion) at March
31, 2008.


INTRODUCTION OF ICICI BANK

I CI CI Bank (formerly I ndustrial Credit and I nvestment Corporation of
I ndia). ICICI Limited was established in 1955 by the World Bank, the
Government of India and the Indian Industry, for the promotion of industrial
development in India by giving project and corporate finance to the industries in
India.
ICICI Bank is India's
largest private sector bank with
total assets of Rs. 5,367.95 billion
(US$ 99 billion) at March 31, 2013
and profit after tax Rs. 83.25 billion
(US$ 1,533 million) for the year
ended March 31, 2013. The Bank
has a network of 3,620 branches
and 11,292 ATMs in India, and has a presence in 19 countries, including India.
ICICI Bank offers a wide range of banking products and financial services to
corporate and retail customers through a variety of delivery channels and
through its specialised subsidiaries in the areas of investment banking, life and
non-life insurance, venture capital and asset management.
The Bank currently has subsidiaries in the United Kingdom, Russia and
Canada, branches in United States, Singapore, Bahrain, Hong Kong, Sri Lanka,
Qatar and Dubai International Finance Centre and representative offices in
United Arab Emirates, China, South Africa, Bangladesh, Thailand, Malaysia and
Indonesia. Our UK subsidiary has established branches in Belgium and
Germany.
ICICI Bank's equity shares are listed in India on Bombay Stock
Exchange and the National Stock Exchange of India Limited and its American
Depositary Receipts (ADRs) are listed on the New York Stock Exchange (NYSE).


History of ICICI Bank

ICICI Bank was originally promoted in 1994 by ICICI Limited, an Indian
financial institution, and was its wholly-owned subsidiary. ICICI's shareholding
in ICICI Bank was reduced to 46% through a public offering of shares in India in
fiscal 1998, an equity offering in the form of ADRs listed on the NYSE in fiscal
2000, ICICI Bank's acquisition of Bank of Madura Limited in an all-stock
amalgamation in fiscal 2001, and secondary market sales by ICICI to
institutional investors in fiscal 2001 and fiscal 2002. ICICI was formed in 1955
at the initiative of the World Bank, the Government of India and representatives
of Indian industry. The principal objective was to create a development financial
institution for providing medium-term and long-term project financing to Indian
businesses.
In the 1990s, ICICI transformed its business from a development financial
institution offering only project finance to a diversified financial services group
offering a wide variety of products and services, both directly and through a
number of subsidiaries and affiliates like ICICI Bank. In 1999, ICICI become the
first Indian company and the first bank or financial institution from non-Japan
Asia to be listed on the NYSE.
After consideration of various corporate structuring alternatives in the
context of the emerging competitive scenario in the Indian banking industry, and
the move towards universal banking, the managements of ICICI and ICICI Bank
formed the view that the merger of ICICI with ICICI Bank would be the optimal
strategic alternative for both entities, and would create the optimal legal
structure for the ICICI group's universal banking strategy. The merger would
enhance value for ICICI shareholders through the merged entity's access to low-
cost deposits, greater opportunities for earning fee-based income and the ability
to participate in the payments system and provide transaction-banking services.
The merger would enhance value for ICICI Bank shareholders through a large

capital base and scale of operations, seamless access to ICICI's strong corporate
relationships built up over five decades, entry into new business segments, higher
market share in various business segments, particularly fee-based services, and
access to the vast talent pool of ICICI and its subsidiaries.
In October 2001, the Boards of Directors of ICICI and ICICI Bank
approved the merger of ICICI and two of its wholly-owned retail finance
subsidiaries, ICICI Personal Financial Services Limited and ICICI Capital
Services Limited, with ICICI Bank. The merger was approved by shareholders of
ICICI and ICICI Bank in January 2002, by the High Court of Gujarat at
Ahmedabad in March 2002, and by the High Court of Judicature at Mumbai and
the Reserve Bank of India in April 2002. Consequent to the merger, the ICICI
group's financing and banking operations, both wholesale and retail, have been
integrated in a single entity.


Board of Directors

Managing
Director &
CEO
Ms. Chanda
Kochhar
Executive
Director
Mr. N. S.
Kannan
Executive
Director
Mr. Rajiv
Sabharwal
Executive
Director
Mr. K.
Ramkumar
Board Members
Mr. K. V. Kamath, Chairman
Mr. Dileep Choksi
Mr. Homi R. Khusrokhan
Mr. Arvind Kumar
Mr. M.S. Ramachandran
Dr. Tushaar Shah
Mr. V. K. Sharma
Mr. V. Sridar


Vision
To be a leading institution for the promotion of inclusive growth in India
by contributing to the key enablers required for widespread participation in
economic opportunities in the country.
Mission
We will promote inclusive growth in India through focused initiatives in
the identified areas including primary healthcare, elementary education, skill
development & sustainable livelihoods and financial inclusion
Capital market and custodial services enable business houses to
participate in equity trading and transfer across major stock markets of world.

Customer Satisfaction:
Customer satisfaction is equivalent to making sure that product and
service performance meets customer expectations. It is the perception of the
customer that the outcome of a business transaction is equal to or greater than
his/her expectation. Customer satisfaction occurs when the acquisition of
products and /or services provides a minimum negative departure from
expectations when compared with other acquisitions and when the marginal
utility of a transaction is equal to or greater than preceding acquisitions.
Customer satisfaction occurs when the perception of the reward from the
purchase of goods or services by the customer meets or exceeds his/her perceived
sacrifice. The perception is a consequence of matching past purchase and
consumption experience with the current purchase.


Customer Service and Satisfaction:
When we talk about customer service and/or satisfaction, we talk about
creativity. Creativity allows us to handle or diffuse problems at hand or later on
rather in the process of conducting the everyday business. We talk about how, or
what, does the organization have to do to gain not only the sale but also the
loyalty of the customer. We want to know the payoff of the transaction both in the
short and long term. We want to know what our customers Want? We want to
know if our customers are satisfied. Satisfaction, Of course, means that what we
delivered to a customer met the customers Approval. We want to know if
customers are delighted and willing to come
Employees must adhere to a rigid chain of command
Employees are closely supervised
Conflictin whatever formis not allowed
Rewards are based on carrot-and-stick principles
Wrong objectives are measure.
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 to my destination, and land safely. I expect to get the correct blood for my
blood transfusion and I expect the bank to deposit my money to my account and
to keep a correct tally for me.
Level 2.Expectations are a step higher than that of level 1 and they require some
form of satisfaction through meeting the requirements and/or specifications. For
example, I expect to be treated courteously by all airline personnel. I went to the
hospital expecting to have my hernia repaired, to be in some pain after it was
done, to be out on the same day, and to receive a correct bill. And I went to the


bank expecting the bank teller to be friendly, informative, and helpful with my
transactions.
Customer satisfaction surveys help to:
Improve customer, client, or employee loyalty.
React quickly to changes in the market.
Identify and capitalize on opportunities.
Beat the competition.
Retain or gain market share.
Increase revenue.
Reduce costs.
COMPANYS EFFORT TO ENSURE SATISFACTION OF CUSTOMERS:

Objectives of I CI CI
Promote good and fair banking practices by setting minimum
standards in dealing with you
Increase transparency so that you can have a better understanding
of what you can reasonably expect of the services;
Encourage market forces, through competition, to achieve higher
operating standards;
Promote a fair and cordial relationship between you and your bank;
Foster confidence in the banking system


To 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.
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.
I nformation
You can get information on interest rates, common fees and charges through any
one 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:
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 security as we would.

We may, from time to time, communicate to you various features of our
products availed by you. Information about our other products or
promotional offers in respect of our products/services, will be conveyed to
you only if you have given your consent to receive such information/
service either by mail or by registering for the same on our website or on
our phone banking/customer service number.
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.


Customer segmentation

ICICI bank targets all segment of customer with various types of products
and services. I interacted with a lot of customers and collect their feedback on
the given services of company, and feedback are positive response from all point
of view. Customers are beneficiary from both sides monetary as well as non
monetary. The bank targets to add nearly 500,000 customers under the new
scheme in the next one year and plans to offer auto loans through the new online
channel in the future, ICICI Bank's Executive Director, Vaidyanathan, said here.
As of now, nearly 24 per cent of our customer transactions are happening
through internet. We are primarily targeting our urban customers, who constitute
nearly 70 per cent of our total customer-base," Vaidyanathan said.

Conform to
legal
requirements
or comply
with legal
process;
Protect and
defend ICICI
bank's or its
affiliates
rights,
interests or
property
Enforce the
terms and
conditions of
the products
or services
Act to protect
the interests
of ICICI bank,
its affiliates,
or its
members,
constituents
or of other
persons


ICICI Bank Product

PERSONAL BANKING

Loan Product Deposit Product Investment & Insurance

Auto Loan
Loan Against Security
Loan Against Property
Personal loan
Credit card
2-wheeler loan
Commercial vehicles
finance
Home loans
Retail business banking
Tractor loan
Working Capital
Finance
Construction
Equipment Finance
Health Care Finance
Education Loan
Gold Loan

Saving a/c
Current a/c
Fixed deposit
Demat a/c
Safe Deposit
Lockers

Mutual Fund
Bonds
Knowledge Centre
Insurance
General and Health
Insurance
Equity and
Derivatives
Mudra Gold Bar

SAVING
ACCOUNTS
SENIOR
CITIZEN
SERVICES
YOUNG
STARS
FIXED
DEPOSITS
RECURRING
DEPOSITS
PRODUCTs

ICICI Bank offers wide variety of Deposit Products to suit your requirements.
Coupled with convenience of networked branches/ ATMs and facility of E-
channels like Internet and Mobile Banking, ICICI Bank brings banking at your
doorstep. Select any of our deposit products and provide your details online and
our representative will contact you for Account Opening.

SAVING ACCOUNTS
ICICI Bank offers you a
power packed Savings
Account with a host of
convenient features and
banking channels to
transact through. So now you can bank at your
convenience, without the stress of waiting in
queues
SENIOR CITIZEN SERVICES
We understand that as you reach the age to retire, you
do have certain concerns whether your hard earned
money is safe and secure whether your investments give
you the kind of returns that you need. That's why we
have an ideal Banking Service for those who are 60
years and above. The Senior Citizen Services from ICICI Bank has several
advantages that are tailored to bring more convenience and enjoyment in your
life.


YOUNG STARS
It's really important to help children learn the value of
finances and money management at an early age.
Banking is a serious business, but we make banking a
pleasure and at the same time children learn how to
manage their personal finances.
FIXED DEPOSITS
Safety, Flexibility, Liquidity and Returns!!!! A
combination 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
on maturity. So you enjoy twin advantages- affordability and higher earnings

HOME LOAN
PERSONAL LOAN
CAR LOAN
COMMERCIAL VEHICLE LOANS
TWO WHEELER LOANS
FARM EQUIPMENT LOANS

HOME LOAN
The No. 1 Home Loans Provider in the country, ICICI Bank
Home Loans offers some unbeatable benefits to its customers -
Doorstep Service, Simplified Documentation and Guidance
throughout the Process. It's really easy!
PERSONAL LOAN
If you're looking for a personal loan that's easy to get, your
search ends here. ICICI Bank Personal Loans are easy to get
and absolutely hassle free. With minimum documentation you
can now secure a loan for an amount up to Rs. 15 lakhs
CAR LOAN
The NO 1 financier for car loans in the country. Network of
more than 1500 channel partners in over 780 locations.Tie-
ups with all leading automobile manufacturers to ensure the
best deals. Flexible schemes & quick processing. Hassle-free
application process on the click of a mouse.
COMMERCIAL VEHICLE LOANS
Range of services on existing loans & extended products like
funding of new vehicles, refinance on used vehicles, balance
transfer on high cost loans, top up on existing loans, Extend
product, working capital loans & other banking products.
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 convenient repayment options and
comfortable tenors from 6 months to 36 months. Ride home on your Dream Two
Wheeler with our hassle free finance.

FARM EQUIPMENT LOANS
Preferred financier for almost all leading tractor
manufacturers in the country. Flexible repayment options in
tandem with the farmer's seasonal liquidity. Monthly,
Quarterly and Half-yearly repayment patterns to choose from.
Comfortable repayment tenures from 1 year to 9 year.
CREDIT CARDS
ICICI Bank Credit Cards give you the facility of cash,
convenience and a range of benefits, anywhere in the world.
These benefits range from life time free cards, Insurance
benefits, global emergency assistance service, discounts,
utility payments, travel discounts and much more.
DEBIT CARDS
The ICICI Bank Debit Card is a revolutionary form of cash
that allows customers to access their bank account around the
clock, around the world. The ICICI Bank Debit Card can be
used for shopping at more than 100,000 merchants in India
and 13 million merchants worldwide.
CREDIT CARD
DEBIT CARD
TRAVEL CARD
PRE PAID CARD

TRAVEL CARD
Presenting ICICI Bank Travel Card. The Hassle Free way to
Travel the world. Traveling with US Dollar, Euro, Pound
Sterling or Swiss Francs; Looking for security and
convenience; take ICICI Bank Travel Card. Issued in
duplicate. Offers the Pin based security. Has the convenience
of usage of Credit or Debit card.
PRE PAID CARDS
ICICI Bank brings to you a complete bouquet of pre-paid cards
providing payment solutions at your fingertips. ICICI Bank pre-
paid cards are a safe & convenient way for associate payments,
disbursements, gifting & small ticket transactions. Pre-paid cards are available
on a VISA platform thus providing accessibility to over one lakh merchant
establishments & cash withdrawal from all VISA ATMs in India.
INVESTMENTS

At ICICI Bank, we care about
all your needs. Along with
Deposit products and Loan
offerings, ICICI Bank assists you to manage your finances by providing various
investment options ranging from ICICI Bank Tax Saving Bonds to Equity
Investments through Initial Public Offers and Investment in Pure Gold. ICICI
Bank facilitates following investment products:
ICICI Bank Tax Saving Bonds
Government of India Bonds
Investment in Mutual Funds
Initial Public Offers by Corporate
Investment in "Pure Gold"

Foreign Exchange Services
Senior Citizens Savings Scheme, 2004
You can invest in above products through any of our branches. For select
products ICICI Bank also provides the ease of investing through electronic
channels like ATMs and Internet (ICICIdirect.com)

ICICI Bank Pure Gold
Gold has been traditionally the most favored form of investment for Indians. In
fact, India, even today is amongst the highest consumers of Gold in the world.
However, the Gold market remains largely unorganized with reliability and
convenience remaining the key issues for gold buyers in the country.ICICI Bank
with its `Pure Gold' offer attempts to bridge the gap between the need of the
customers for buying gold and availability of an organized avenue to satisfy that
need, by taking care of the two key components - Reliability and Convenience.
Reliability 24 Carat ICICI Bank Pure Gold is imported from Switzerland. This
Gold carries a 99.99% Assay Certification, signifying highest level of purity, as
per international standards.
Convenience
ICICI Bank Pure Gold is competitively priced based on daily prices in the
international bullion market. Currently, gold is available in 2.5g, 5g, 8g, 20g and
50g categories.

FOREX Services
ICICI Bank's Foreign Exchange Services will help you organize your foreign
exchange in the most hassle free manner. Whether its Foreign Currency,
Travelers Cheques or Travel Card, ICICI Bank Foreign Exchange Services is a
one-stop solution to your foreign exchange requirement.


Chapter 3
OBJECTIVES OF THE
STUDY


All the work performed in an organization should, in some way, directly or
indirectly contribute to the objectives of the organization.These means that
determination of objectives,purpose or goal is of prime importance and is a
prerequisite to the solution of most problems.The same is the case in this study
also.These following objectives are formulated as guiding principle of study.

objectives :

To identify the major attributes of customer satisfaction.
To study customer perception towards ICICI BANK Ltd.
To identify and study the various ways of ensuring customer satisfaction
adopted by ICICI BANK.
To know the convenience of the customers while using the bank services.


Chapter 4
HYPOTHESIS OF THE
STUDY


HYPOTHESIS

Hypothesis is considered as a main instrument in research. It stands
for the midpoint in the research. Hypothesis is the productive statement
capable to some dependent variables. It is proposed assumption, explanation,
supposition or solution to be proved or disproved. Hypothesis gives us
guideline for an investigation to be carried out on the basis of previous
available information. The use of a hypothesis thus prevents a blind search
and indiscriminate gathering of data which may later prove irrelevant to the
problem under study.

The purpose of our study the following hypothesis ,are formulated :-
Customer are highly satisfy with ICICI BANK.
Various attractive services provided by bank attract the customers most.

HYPOTHESIS
1.Customer are
highly satisfy with
ICICI BANK.
2. Various
attractive services
provided by bank
attract the
customers most.


Chapter 5
RESEARCH
METHODOLOGY

Meaning of Research:

Research is defined as a scientific and systematic search for pertinent
information on a specific topic. Research is an art of scientific investigation.
Research is a systematized effort to gain now knowledge. It is a careful
investigation or inquiry especially through search for new facts in any branch of
knowledge. Research is an academic activity and this term should be used in a
technical sense. Research comprises defining and redefining problems,
formulating hypothesis or suggested solutions. Making deductions and reaching
conclusions to determine whether they if the formulating hypothesis. Research is
thus, an original contribution to the existing stock of knowledge making for its
advancement. The search for knowledge through objective and systematic
method of finding solutions to a problem is research.

Data Collection Techniques:
This project consists of two parts :-
1) The first part is a study of the banking industry, ICICI Bank using
secondary data sources. This secondary information has been
sourced from the internet and from business related magazines and
newspapers.

2) The second part of the study has been done using an exploratory
research process and a structured questionnaire was developed for
this purpose. For the collection of primary data this was the only
method used. The reason I used this method is because a need was
felt for the free influx of information about the products. Also this
method allowed the use of skills gained in class.


Sample Design:
Analytical sample design is considered for the purpose of the survey.

Sampling Technique Used:
Since the information required was not of a very technical nature and also
looking at the scope of the project and the extent of the target segment, the
sampling technique employed was Convenience Sampling. I administered the
questionnaires.

Sample Size:
I have restricted the sample size to 50 respondents. This was done keeping in
mind the time constraints and the fact that I felt that this number would be
enough to serve the information needs required to show the trends.


Chapter 6

DATA ANALYSIS AND
INTERPRETATION

Data Analysis and Interpretation

1. Age of Customer

(Table no.01)

(Graph no.01)
I nterpretation:
From the above pie Chart, it is interpreted that 44% of employees
belongs to 35-55 yrs. of age group and 38% belongs to 18-35 yrs.& rest
from 56 % and above group.

38%
44%
18%
Age
18-35 yr
35-55 yr
56 & above
Age
No. of
Customers
Percentage
18-35 yr 19 38
35-55 yr 24 44
56 & above 07 18
Total 50 100


2. Gender

(Table no.02)

(Graph no.02)

I nterpretation:
According to the pie chart, most of the customer's i.e. more than 65% are
males, and 32% are females.
68%
32%
Age
Male
Female
Gender
No. of
Customers
Percentage
Male 34 68
Female 16 32
Total 50 100


3. Educational Qualification

(Table no.03)

(Graph no.03)
I nterpretation:
From the above pie diagram, 30% customers are Graduate, 26%
customers are H.S.C .passed, and 26% customers are diploma holder,4%
customers are S.S.C. passed, while remaining are post graduate.

4%
26%
30%
26%
14%
Educational qualification
S.S.C
H.S.C.
Graduate
Diploma Course
Post Graduate
Educational
qualification
No. of
Customers
Percentage
S.S.C. 2 4
H.S.C. 13 26
Graduate 15 30
Diploma Course 13 26
Post Graduate 07 14
Total 50 100


4. Marital Status

(Table no.04)

(Graph no.04)
I nterpretation:
According to the pie chart, more than 74% of customers are married.
And only 26% of customers are Unmarried.
74%
26%
Marital Status
Married
Unmaaried
Marital Status
No. of
Customers
Percentage
Married 37 74
Unmarried 13 26
Total 50 100


5. Monthly Income

(Table no.05)

(Graph no.05)
I nterpretation:
As per the chart shown above, more than 40% of customers belongs
to Rs.21000 & above of income group, while 18% of customers belong
to Rs.15000-21000 group and few belongs to 9000-15000 and 3000-
9000 group.
4%
18%
36%
42%
Monthly Income
3000-9000
9000-15000
15000-21000
21000 % above
Monthly Income
No. of
Customers
Percentage
3000-9000 02 4
9000-15000 09 18
15000-21000 18 36
21000 & above 21 42
Total 50 100


6. How much do you save

(Table no.06)

(Graph no.06)
I nterpretation:
From the above graph it is interpreted that, 18% of customers save more
than 45%of their income, while 24% customers saves 60%-80% of
income and there are very few customers who saves their income.

18%
46%
24%
12%
Savings
Below 30%
30% - 60%
60% - 80%
80% & above
Savings
No. of
Customers
Percentage
below 30% 09 18
30% - 60% 23 46
60% - 80% 12 24
80% & above 06 12
Total 50 100


7. Attributes compelled customers most to open saving account in any
bank

(Table no.07)

(Graph no.07)
I nterpretation:
The above pie chart indicates the Attribute of ATM (44%) is the
one that compelled customers most to open saving account in any
bank.
44%
20%
16%
10%
10%
Attributes
ATM
CHEQUE BOOK
INTERNET
BANKING
WORKING HOUR
Attributes
No .of
Customers
Percentage
Atm 22 44
Cheque book 10 20
Internet banking 06 16
Working hour 05 10
Value added services 05 10
Total 50 100


8. Type of service preferred the most by customers

(Table no.08)

(Graph no.08)
I nterpretation:
The above pie chart indicate that majority of customers prefer
ATM service.

45%
17%
10%
9%
19%
Services prefer most by customer
ATM
Net Banking
Core Banking
Mobile Banking
Retail Banking
Services No. of
Customers
Percentage
Atm 24 45
Net Banking 09 17
Core Banking 05 10
Mobile Banking 05 9
Retail Banking 07 19
Total 50 100


9. Banks in which customers preferred to open their accounts

Name of Bank
No. of
Customers
Percentage
ICICI 19 38
SBI 12 24
AXIS 08 16
HDFC 06 12
Others 05 10
Total 50 100
(Table no.09)

(Graph no.09)
I nterpretation:
The above pie chart indicates that majority of customers have
preferred I CI CI Bank Account (i.e. 38%).

12%
24%
16%
38%
10%
Banks preferred by cutomers
Hdfc
SBI
Axis
ICICI
Others


10. Types of account held by Customers

(Table no.10)

(Graph no.10)
I nterpretation:
The above pie chart is interpreted that 48% of customers have saving
account, 14% customer have fixed deposit a/c,32% of customer have
Current a/c while 6% have other a/cs in bank.
48%
14%
32%
6%
Type of Accounts
Saving A/c
Fixed Deposit A/c
Current A/c
Other A/c
Type of Account
No .of
Customers
Percentage
Saving A/c 24
48
Current A/c 16
32
Fixed Deposit A/c 07
14
Other A/c 03
6
Total 50
100


11. Customer using services offered by banks

(Table no.11)

(Graph no.11)
I nterpretation:
The above pie chart shows that the customers utilized the Demat
services (i.e.42%) the most.

42%
28%
30%
Customer Using Services Offered by Their Bank
Demat A/C
Mutual Fund
E- transaction
Services offered
No. of
Customers
Percentage
Demat A/c 21 42
Mutual Fund 14 28
E- transactions 15 30
Total 50 100


12. Customer Awareness about the Bank

(Table no.12)

(Graph no.12)
I nterpretation:
The above pie chart shows that Advertisement(i.e.36%) creates
highest awareness among the bank.

36%
29%
21%
14%
Awareness
Advertisements
Friends & Relatives
Selling agents
Others
Sources
No. of
Customers
Percentage
Selling Agent 10
21
Friends & Relatives 15
29
Advertisements 18
36
Others 07
14
Total 50
100


13. Customer's perception about the Banks

Customers thinking
No. of
Customers
Percentage
Security 25
49
Saving
17 33
Imposition of a burden of exp.
04 7
Others
06 11
Total 50
100
(Table no.13)

(Graph no.13)
I nterpretation:
The above pie chart shows that most customers perceive the bank as
providing security.

49%
33%
7%
11%
Customer's perception About the Bank
Security
Saving
Imposition of a
burden of expenses
Others


14. Customer see in purchase of new plan from Banks

(Table no.14)

(Graph no.14)
I nterpretation:
The above shows that most people see the standing and goodwill of the
Bank in purchasing the plans.
41%
13%
28%
18%
Peope See In Purchasing New Plan
Standing and goodwill
of the company
Product range of the
company
Services being given by
the company
Advertisement being
released by the
company
People See In Purchasing
New Plan
No. of
Customers
Percentage
Advertisement being released
by the Bank
09 18
Standing Goodwill of the Bank 20 41
Services being given by the
Bank
14 28
Product range of the Bank 06 13
Total 50 100


15. Customer awareness about the type of value added services provide
by Bank
Value added
services
No.of
Customers
Percentage
Young star 7 14
Senior Citizen 14 28
Recurring Deposits 12 24
Pre-paid Cards 10 20
Others 7 14
Total 50 100

(Table no.15)

(Graph no.15)
I nterpretation:
The above chart shows that the customers were mostly aware about
the senior citizen services (i.e.36%) offered by the Bank.

12%
36%
22%
8%
22%
Awareness About Value Add Services
Young Star
Senior Citizen
Recurring Deposits
Others
Pre-Paid Cards


16. Customers Rating towards product offered by ICICI Bank

(Table no.16)

(Graph no.16)
I nterpretation:
The above pie chart shows that Majority of customers rated the Bank
as good (i.e.36%).
12%
36%
22%
8%
22%
Customers' Ratings
Very good
Good
Moderate
Less
Poor
Ratings
No.of
Customers
Percentage
Very good 13 26
Good 21 42
Moderate 08 16
Less 05 10
Poor 03 6
Total 50 100


Chapter 7
HYPOTHESIS TESTING


HYPOTHESIS TESTING

After the study of the whole data, which in the form of questionnaire the
Hypothesis formulated are analyzed as follow:-

Interpretation
H1 - Customer are highly satisfy with ICICI BANK.
According to our data Interpretation & Analysis, it is
shown that Customers are highly satisfied with ICICI
BANK. So, the Hypothesis(H1) is retained.
Interpretation
H2 - Various attractive services provided by bank attract
the customers most.
According to our data Interpretation & Analysis, it is
verified that various attractive services provided by the
bank attract the customers most. So, the Hypothesis(H2) is
retained.


Chapter 8
CONCLUSION


Conclusions
On analyzing the data collected from the customers the following conclusions are
made -
ICICI has been able to use technology to provide value-added service to its
customers during the last few years. For ICICI, technology is an integral
part of their business. However, their overall progress could have been
smoother but for certain internal and extraneous factors and also a pressure
on spreads due to a competitive market
. E-banking has become a necessary survival weapon and is fundamentally
changing the banking industry worldwide.
Today, the click of the mouse offers customers banking services at a much
lower cost and also empowers them with unprecedented freedom in
choosing vendors for their financial service needs. No country today has a
choice- whether to implement E-banking or not given the global and
competitive nature of the economy.
ICICI have to upgrade and constantly think of new innovative customized
packages and services to remain competitive. The invasion of banking by
technology has created an information age and commoditization of
banking services.


Chapter 9
SUGGESTIONS


SUGGESTIONS
A. 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 in
key business segments, particularly retail lending- Will, in our view, benefit
immensely form a positive operating Environment.
2. ICICI is viewed as it is benefited from the pro cyclicality effect of the
economic cycle as its borrowers in the legacy project financing Activity
witnessed their debt servicing ability increasing considerably. It is believed that
the profitability of this segment has improved as a Result of lower loan loss
provisions and lower taxable rates of Income from this source. An expectation is
on the pro cyclical benefit, To continue and hence profitability of legacy lending
to be sustained At levels seen earlier.
3. Pricing power in consumer financing segment profitability against potential
shocks.
4. ICICI Bank enjoys a dominant market position across customer Categories in
retail lending.


Chapter 10
LIMITATIONS


LIMITATIONS

The limitations are as follows-

High Bank Service Charges: ICICI bank charges highly to customers
for the services provided by them when compared to other bank & that are
why it is only in the reach of higher class of society.

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.


Chapter 11
BIBLIOGRAPHY


BIBLIOGRAPHY

WEBSITES :-

www.rbi.org.in
www.moneycontrol.com
www.nseindia.com
www.icicibank.com
www.google.com
www.encyclopedia.com

REFERENCE BOOKS & MAGZINES:-

Economic times
Business world
Money and Banking


Chapter 12
APPENDIX

Appendix
QUESTIONNAIRE
PERSONAL INFORMATION
Name

1. Age
a) 18-35
b) 35-55
c) 56 & above
2. Gender
a) Male
b) Female
3. Educational Qualification
a) S.S.C
b) H.S.C
c) Graduate
d) Diploma Course
e) Post Graduate
4. Marital Status
a) Married
b) Unmarried
5. Monthly Income
a) 3000-9000
b) 9000-15000
c) 15000-21000
d) 21000 and above
6. How much do you save
a) below 30 %
b) 30%-60%
c) 60%-80%
d) 80%-Above


FIXED RESPONSES

7. Which of the following attributes compelled you to most open saving
account in any bank?
a) Atm
b) Cheque book
c) Internet banking
d) Working hour
e) Value added services

8. Which type of service prefers the most by you?
a) Atm
b) Net Banking
c) Core Banking
d) Mobile Banking
e) Retail Banking

9. Which of following banks do you have account?
a) SBI
b) ICICI
c) AXIS
d) HDFC
e) Others

10. What type of account do you have in bank?
a) Saving A/c
b) Current A/c
c) Fixed Deposit
d) Others

11. How many services offered by your banks have been used by you?

a) Demat A/c
b) Mutual Fund
c) E- transactions
d) LI & GI

12. How would you know about these services?

a) Selling Agent
b) Friends & Relatives
c) Advertisements
d) Others

13. What the people think about the banks?

a) Security
b) Saving
c) Imposition of a burden of exp.
d) Others

14. What a respondent see in purchase of new plan from banks?

a) Advertisement being released by the company
b) Standing Goodwill of the company
c) Services being given by the company
d) Product range of the company

15. Do you know what type of value added services provide by ICICI
bank?

a) Young star
b) Senior Citizen
c) Recurring Deposits
d) Pre-paid Cards
e) Others

16. How would you rate product offered icici bank than other?

a) Very good
b) Good
c) Moderate
d) Less
e) Poor

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