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Project Report ON: State Bank of India (Sbi) & Industrial Credit & Investmentcorporation Ofindia Bank (Icici)
Project Report ON: State Bank of India (Sbi) & Industrial Credit & Investmentcorporation Ofindia Bank (Icici)
Project Report ON: State Bank of India (Sbi) & Industrial Credit & Investmentcorporation Ofindia Bank (Icici)
ON
By
AMLAN KUMAR MUKHERJEE
ROLL NO. 195
&
BY
AMLAN KUMAR MUKHERJEE
ROLL NO. - 195
PROJECT REPORT ON
Competitive Analysis of E-Banking
For
State Bank of India (SBI)
&
Industrial Credit & Investment Corporation of
India Bank (ICICI)
DECLARATION
I was in contact with my faculty guide Prof. Mr. Vineet Vishnu and have
contacted for discussing on the project.
Date:____________________.
PREFACE
Earlier businesses were conducted with a sole objective of earning profits. But
now due to intense competition and changing market trends the focus of the
organizations has shifted to customer satisfaction; satisfaction of both internal
and external customers. External customers can be satisfied by providing them
what they want in a product. To satisfy the internal customers, organizations
adopt the method of providing the ‘quality of life’.
ACKNOWLEDGEMENT
Final year project is one of the most vital and active part of the curriculum of
management students, I take this opportunity to express my gratitude to all the
people who have guided and helped me directly or indirectly in the course of
completion of my project.
I feel immense pleasure to express a deep sense of gratitude to NDIM who has
given me an opportunity to do my final year’s final project& I would also
thankful to my Faculty Guide “Prof. Mr. Vineet Vishnu”. His valuable
suggestions, encouragement, contribution of time, counsel and for coordinating
the project work has helped me to complete my project successfully. This
project would not have been possible without his help.
TABLE OF CONTENTS
Title Page No.
1. EXECUTIVE SUMMARY 1
2. INTRODUCTION 2
3. INDUSTRY PROFILE 4
3.1 Banking in India 4
3.2 History 5
3.3 Nationalization 9
3.4 Liberalization 9
3.5 Types of Bank 10
4. INTRODUCTION TO E-BANKING 12
4.1 Advantages of Internet Banking Facilities 15
4.2 Drivers of Change 15
4.3 Emerging Challenges 16
4.4 Main Concerns in Internet Banking 17
4.5 Strategies to be Adopted by Indian Banks 18
5. THE GLOBAL E-BANKING SCENARIO 20
6. INDIAN E-BANKING SCENARIO 23
7. SWAT ANALYSIS OF E-BANKING 25
8. COMPANY PROFILE 26
8.1 Industry Profile of State Bank of India (SBI) 26
8.2 Company Profile of State Bank of India (SBI) 29
8.3 Product Portfolio 30
8.4 Procedure of Opening an E-Banking A/C in SBI 31
8.5 Industry Profile of ICICI Bank 35
8.6 Company Profile of ICICI Bank 36
8.7 Product Portfolio 38
8.8 Procedure of Opening an E-Banking A/C in ICICI Bank 40
9. OBJECTIVE OF THE PROJECT 42
10. KEY RESPONSIBILITIES 43
1. EXECUTIVE SUMMARY
E-banking is a global component in the economy. The role of banks has been and
continues to be shaped by a number of mega trend the globalization of financial
markets, the rise of non bank competitors, the ongoing evolution and
implementation of new technologies, and deregulation and disintermediation (i.e.,
the movement away from the middleman role played by banks between depositors
and lenders).
The purpose of this report is to provide a straightforward approach to understand
the E-banking services provided by the two banks and how they are different from
each other which make one bank the best from the other. An effort is made to
understand the expectations of the customers with the two banks.
This report has all the details covering the level of E-banking services provided by
the ICICI and SBI Bank to its customers.
It includes the research on the customer’s expectations and requirements of E-
banking services of the bank. The research is basically done on the comparative
analysis of E-banking services of ICICI and SBI bank. It is done to know that
which bank is better in providing the e banking services. I have reviewed various
literatures on the net pertaining to the SBI & ICICI bank. Through the data analysis
it was found that allover the E-banking service of SBI bank is the best as compared
to ICICI bank. The SBI Bank has more customer satisfaction than the other banks.
Through a small sample size also it was revealed and proved that the public sector
bank that is SBI Bank is at a developing and progressing side than the ICICI Bank.
The customers were more positive in their approach. Making this kind of report
created enthusiasm and interest in this topic.
2. INTRODUCTION
Earlier business was conducted with a sole objective of earning profits. But now
due to intense competition and changing market trends the focus of the
organizations has shifted to customer satisfaction; satisfaction of both internal and
external customers. External customers can be satisfied by providing them what
they want in a product.
Therefore,
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.
3. INDUSTRY PROFILE
3.2. HISTORY
At the end of late-18th century, there were hardly any banks in India in the modern
sense of the term. At the time of the American Civil War, a void was created as the
supply of cotton to Lancashire stopped from the Americas. Some banks were
opened at that time which functioned as entities to finance industry, including
speculative trades in cotton. With large exposure to speculative ventures, most of
the banks opened in India during that period could not survive and failed. The
depositors lost money and lost interest in keeping deposits with banks.
Subsequently, banking in India remained the exclusive domain of Europeans for
next several decades until the beginning of the 20th century.
At the beginning of the 20th century, Indian economy was passing through a
relative period of stability. Around five decades have elapsed since the India's First
war of Independence, and the social, industrial and other infrastructure have
developed. At that time there were very small banks operated by Indians, and most
of them were owned and operated by particular communities. The banking in India
was controlled and dominated by the presidency banks, namely, the Bank of
Bombay, the Bank of Bengal, and the Bank of Madras - which later on merged to
form the Imperial Bank of India, and Imperial Bank of India, upon India's
independence, was renamed the State Bank of India. There were also some
exchange banks, as also a number of Indian joint stock banks. All these banks
operated in different segments of the economy. The presidency banks were like the
central banks and discharged most of the functions of central banks. They were
established under charters from the British East India Company. The exchange
banks, mostly owned by the Europeans, concentrated on financing of foreign trade.
Indian joint stock banks were generally undercapitalized and lacked the experience
and maturity to compete with the presidency banks, and the exchange banks. There
was potential for many new banks as the economy was growing. Lord Curzon had
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observed then in the context of Indian banking: "In respect of banking it seems we
are behind the times. We are like some old fashioned sailing ship, divided by solid
wooden bulkheads into separate and cumbersome compartments."
Under these circumstances, many Indians came forward to set up banks, and many
banks were set up at that time, a number of which have survived to the present
such as Bank of India and Corporation Bank, Indian Bank, Bank of Baroda, and
Canara Bank.
The Bank of Bengal, which later became the State Bank of India
The first bank in India, though conservative, was established in 1786. From 1786
till today, the journey of Indian Banking System can be segregated into three
distinct phases. They are as mentioned below:
PHASE I:
The General Bank of India was set up in the year 1786. Next came Bank of
Hindustan and Bengal Bank.
PHASE II:
Government took major steps in this Indian Banking Sector Reform after
independence. In 1955, it nationalized Imperial Bank of India with extensive
banking facilities on a large scale especially in rural and semi-urban areas. Second
phase of nationalization Indian Banking Sector Reform was carried out in 1980
with seven more banks. This step brought 80% of the banking segment in India
under Government ownership.
The following are the steps taken by the Government of India to Regulate Banking
Institutions in the Country:
PHASE III
This phase has introduced many more products and facilities in the banking sector
in its reforms measure. In 1991, under the chairmanship of M Narasimham, a
committee was set up by his name which worked for the liberalization of banking
practices.
The country is flooded with foreign banks and their ATM stations. Efforts are
being put to give a satisfactory service to customers. Phone banking and net
banking is introduced. The entire system became more convenient and swift. The
financial system of India has shown a great deal of resilience. It is sheltered from
any crisis triggered by any external macroeconomics shock as other East Asian
Countries suffered. This is all due to a flexible exchange rate regime, the Foreign
Reserves are high, the capital account is not yet fully convertible, and banks and
their customers have limited foreign exchange exposure.
3.3. NATIONALIZATION
By the 1960s, the Indian banking industry has become an important tool to
facilitate the development of the Indian economy. At the same time, it has emerged
as a large employer, and a debate has ensued about the possibility to nationalize the
banking industry. Indira Gandhi, the-then Prime Minister of India expressed the
intention of the GOI in the annual conference of the All India Congress Meeting in
a paper entitled "Stray thoughts on Bank Nationalization." The paper was received
with positive enthusiasm. Thereafter, her move was swift and sudden, and the GOI
issued an ordinance and nationalized the 14 largest commercial banks with effect
from the midnight of July 19, 1969. Jayaprakash Narayan, a national leader of
India, described the step as a "masterstroke of political sagacity." Within two
weeks of the issue of the ordinance, the Parliament passed the Banking Companies
(Acquition and Transfer of Undertaking) Bill, and it received the presidential
approval on 9th August, 1969.
A second dose of nationalization of 6 more commercial banks followed in 1980.
The stated reason for the nationalization was to give the government more control
of credit delivery. With the second dose of nationalization, the GOI controlled
around 91% of the banking business of India.
After this, until the 1990s, the nationalized banks grew at a pace of around 4%,
closer to the average growth rate of the Indian economy.
3.4. LIBERALIZATION
In the early 1990s the then Narasimha Rao government embarked on a policy of
liberalization and gave licenses to a small number of private banks, which came to
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be known as New Generation tech-savvy banks, which included banks such as UTI
Bank(now re-named as Axis Bank) (the first of such new generation banks to be
set up), ICICI Bank and HDFC Bank. This move, along with the rapid growth in
the economy of India, kick started the banking sector in India, which has seen
rapid growth with strong contribution from all the three sectors of banks, namely,
government banks, private banks and foreign banks.
The next stage for the Indian banking has been setup with the proposed relaxation
in the norms for Foreign Direct Investment, where all Foreign Investors in banks
may be given voting rights which could exceed the present cap of 10%,at present it
has gone up to 49% with some restrictions. The new policy shook the Banking
sector in India completely. Bankers, till this time, were used to the 4-6-4 method
(Borrow at 4%;Lend at 6%;Go home at 4) of functioning. The new wave ushered
in a modern outlook and tech-savvy methods of working for traditional banks. All
this led to the retail boom in India. People not just demanded more from their
banks but also received more.
4. INTRODUCTION TO E-BANKING
article discusses internet banking in India and focuses upon key challenges before
banking industry.
Online Banking Systems in India and the features available with different banks
across India. If you look into the modern age of banking, Online Banks or net
banking made things much easier for the people and saves lot of time. The
traditional way of standing in the queue and filling up all the forms, now it’s no
hassle for making any transaction with the banks. Every bank has their own
features and some banks still not having the more advanced features like
transferring money to any banks across India, easy registration for net banking, etc.
The Internet banking is changing the banking industry and is having the major
effects on banking relationships. Even the Morgan Stanley Dean Witter Internet
research emphasized that Web is more important for retail financial services than
for many other industries. Internet banking involves use of Internet for delivery of
banking products & services. It falls into four main categories, from Level 1 -
minimum functionality sites that offer only access to deposit account data - to
Level 4 sites - highly sophisticated offerings enabling integrated sales of additional
products and access to other financial services- such as investment and insurance.
In other words a successful Internet banking solution offers
banking services. As a part of this, the banks began to collaborate with functions
online.
Why is there a sudden increase of bank interests in the Internet? The first major
reason is because of the improved security and encryption methods developed on
the Internet. The second reason is that banks did not want to lose a potential market
share to banks that were quick to offer their services on the Internet.
Information technology analyst firm, the Meta Group, recently reported that
"financial institutions who don't offer home banking by the year 2000 willbecome
marginalized." By the year of 2002, a large sophisticated and highly competitive
Internet Banking Market will develop which will be driven by
Certainly some existing brick and mortar banks will go out of business. But that's
because they fail to respond to the challenge of the Internet. The Internet and it's
underlying technologies will change and transform not just banking, but all aspects
of finance and commerce. It represents much more than a new distribution
opportunity. It will enable nimble players to leverage their brick and mortar
presence to improve customer satisfaction and gain share. It will force lethargic
players who are struck with legacy cost basis, out of business-since they are unable
to bring to play in the new context.
Firewalls and filtering routers ensure that only the legitimate Internet users
are allowed to access the system.
Encryption techniques used by the bank (including the sophisticated public
key encryption) would ensure that privacy of data flowing between the
browser and the Infinity system is protected.
Digital certification procedures provide the assurance that the data you
receive is from the Infinity system.
Internet banking would drive us into an age of creative destruction due to non-
physical exchange, complete transparency giving rise to perfectly electronic
market place and customer supremacy. The question to be asked right now is
"What the Indian Banks should do" Whatever is the strategy chosen and options
adopted, certain key parameters would determine the bank's success on web:
In Asia
In India
Approximately one percent of high and middle-income group banking customers
conducted banking on the Internet in 2000 compared to 5 to 6 percent in Singapore
and South Korea. In 2001, a Reserve Bank of India survey revealed that more than
20 major banks were either offering E-banking services at various levels or
planned to do so in the near future. Some of the private banks included ICICI
Bank, HDFC Bank, IndusInd Bank, IDBI Bank, Citibank, Global Trust Bank,
Bank of Punjab and UTI Bank.
In the same year, out of an estimated 0.9 million Internet user base, approximately
17 percent were reported to be banking on the Internet. The above statistics reveal
that India does have a high growth potential for E-banking. The banks have already
started focusing on increasing and improving their E-banking services. As a part of
this, the banks have begun to collaborate with various utility companies to enable
the customers to perform various functions online. In 2001, over 50 percent of the
banks in the US were offering E-banking services.
However, large banks appeared to have a clear advantage over small banks in the
range of services they offered. Some banks in the US were targeting their Internet
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strategies towards business customers. Apart from affecting the way customers
received banking services; E-banking was expected to influence the banking
industry structure. The economics of E-banking was expected to favor large banks
because of economies of scale and scope, and the ability to advertise heavily.
Moreover, E-banking offered entry and expansion opportunities that small banks
traditionally lacked.
In Europe
The Internet is accelerating the reconfiguration of the banking industry into three
separate businesses: production, distribution and advice. This reconfiguration
is being further driven by the Internet, due to the combined impact of:
3) High degree of uncertainty over the impact that new entrants will have on
current business models.
Though E-banking in the Europe is still in the evolutionary stage, it is very clear
that it is having a significant impact on traditional banking activities. Unlike in
the US, though large banks in the Europe have a competitive edge due to their
ability to invest heavily in new technologies, they are still not ready to embrace
E-banking. Hence, medium-sized banks and start-ups have an important role to
play on the E-banking front if they can take concrete measures quickly and
effectively.
The Reserve Bank of India constituted a working group on Internet Banking. The
group divided the internet banking products in India into 3 types based on the
levels of access granted. They are:
i) Information Only System: General purpose information like interest rates,
branch location, bank products and their features, loan and deposit calculations are
provided in the banks website. There exist facilities for downloading various types
of application forms. The communication is normally done through e-mail. There
is no interaction between the customer and bank's application system. No
identification of the customer is done. In this system, there is no possibility of any
unauthorized person getting into production systems of the bank through internet.
ii) Electronic Information Transfer System: The system provides customer-
specific information in the form of account balances, transaction details, and
statement of accounts. The information is still largely of the 'read only' format.
Identification and authentication of the customer is through password. The
information is fetched from the bank's application system either in batch mode or
off-line. The application systems cannot directly access through the internet.
iii) Fully Electronic Transactional System: This system allows bi-directional
capabilities. Transactions can be submitted by the customer for online update. This
system requires high degree of security and control. In this environment, web
server and application systems are linked over secure infrastructure. It
the private sector banks HDFC Bank and ICICI Bank have excellent returns on
equity compared to their peers in the industry.
A SWOT Analysis is an effective tool which can be used to examine the issues
which will directly affect the success of alternative delivery mechanisms. In my
opinion, the SWOT analysis is as follows:
Strengths:
• Customer access to information 24 hours per day.
• Timely access to information.
• The ability to offer a customer more than one method of retrieving information.
• Sophisticated technology systems will help to make a banking institute "future-
proof."
• Diversity helps capture different types of markets.
• The ability to cut internal costs due to advanced technology.
• Increased efficiency due to automation.
• Increased accuracy of banking transactions.
Weaknesses:
• High price of service.
• Continual altering of customer wants and needs.
• Hostile feelings of employees due to possible pending lay-offs due to
automation.
• Multiple options for the customer.
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Opportunities:
• The ability to obtain a larger customer base.
• Global expansion. This is an enormous market, which will be a great opportunity
in the future.
• The ability to take advantage of the growing popularity of Internet banking.
Threats:
• Continual changing technology.
• Uncertainty of the banking industry.
• Competition from "lower price" operations.
• Possible failure of product due to non-acceptance of customer.
• General competitiveness of the banking industry.
8. COMPANY PROFILE
8.1. INDUSTRY PROFLE OF STATE BANK OF INDIA (SBI)
The evolution of State Bank of India can be traced back to the first decade of the
19th century. It began with the establishment of the Bank of Calcutta in Calcutta,
on 2 June 1806. The bank was redesigned as the Bank of Bengal, three years later,
on 2 January 1809. It was the first ever joint-stock bank of the British India,
established under the sponsorship of the Government of Bengal. Subsequently, the
Bank of Bombay (established on 15 April 1840) and the Bank of Madras
(established on 1 July 1843) followed the Bank of Bengal. These three banks
dominated the modern banking scenario in India, until when they were
amalgamated to form the Imperial Bank of India, on 27 January 1921.
An important turning point in the history of State Bank of India is the launch of the
first Five Year Plan of independent India, in 1951. The Plan aimed at serving the
Indian economy in general and the rural sector of the country, in particular. Until
the Plan, the commercial banks of the country, including the Imperial Bank of
India, confined their services to the urban sector. Moreover, they were not
equipped to respond to the growing needs of the economic revival taking shape in
the rural areas of the country. Therefore, in order to serve the economy as a whole
and rural sector in particular, the All India Rural Credit Survey Committee
recommended the formation of a state-partnered and state-sponsored bank.
The All India Rural Credit Survey Committee proposed the take-over of the
Imperial Bank of India, and integrating with it, the former state-owned or state-
The State Bank of India emerged as a pacesetter, with its operations carried out by
the 480 offices comprising branches, sub offices and three Local Head Offices,
inherited from the Imperial Bank. Instead of serving as mere repositories of the
community's savings and lending to creditworthy parties, the State Bank of India
catered to the needs of the customers, by banking purposefully. The bank served
the heterogeneous financial needs of the planned economic development.
Branches
The corporate center of SBI is located in Mumbai. In order to cater to different
functions, there are several other establishments in and outside Mumbai, apart from
the corporate center. The bank boasts of having as many as 14 local head offices
and 57 Zonal Offices, located at major cities throughout India. It is recorded that
SBI has about 10000 branches, well networked to cater to its customers throughout
India.
ATM Services
SBI provides easy access to money to its customers through more than 8500 ATMs
in India. The Bank also facilitates the free transaction of money at the ATMs of
State Bank Group, which includes the ATMs of State Bank of India as well as the
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Competitive Analysis of E-Banking for SBI & ICICI Bank 2014
Associate Banks – State Bank of Bikaner & Jaipur, State Bank of Hyderabad, State
Bank of Indore, etc. You may also transact money through SBI Commercial and
International Bank Ltd by using the State Bank ATM-cum-Debit (Cash Plus) card.
Subsidiaries
The State Bank Group includes a network of eight banking subsidiaries and several
non-banking subsidiaries. Through the establishments, it offers various services
including merchant banking services, fund management, factoring services,
primary dealership in government securities, credit cards and insurance.
The eight banking subsidiaries are:
Other Services
Agriculture/Rural Banking
NRI Services
ATM Services
Demat Services
Corporate Banking
Internet Banking
Mobile Banking
International Banking
Safe Deposit Locker
RBIEFT
E-Pay
E-Rail
SBI Vishwa Yatra Foreign Travel Card
Broking Services
Gift Cheques
SBI offers Corporate and Retail Internet Banking Products and Other Value Added
Services-:
E-Ticketing
Bill Payment
eZtrade@sbi
RTGS/NEFT
E-Payment
Fund Transfer
Third Party transfer
Demand Draft
Cheque Book Request
Account opening request
Demat Account Statement
If a person having an account on SBI then it would be easier for you open an E-
banking account, just by going and meeting your bank manager, he will give a
form, just fill up and after few day you will be link to E-banking.
General Information
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1. You should register for ‘OnlineSBI’ with the branch where you maintain the
account.
2. If you maintain accounts at more than one branch, you need to register at each
branch separately.
3. Normally OnlineSBI services will be open to the customer only after he
acknowledges the receipt of password.
4. We invite you to visit your account on the site frequently for transacting
business or viewing account balances. If you believe that any information relating
to your account has a discrepancy, please bring it to the notice of the branch by
email or letter.
5. In a joint account, all account holders are entitled to register, as users of
‘OnlineSBI’, but transactions would be permitted based on the account operation
rights recorded at the branch.
6. All accounts at the branch whether or not listed in the registration form, will be
available on the ‘OnlineSBI’. However the applicant has the option to selectively
view the accounts on the ‘OnlineSBI’.
Security:
1. The Branch where the customer maintains his account will assign:
a)User-id
b)Password
2. The User-id and Password given by the branch must be replaced by UserName
and Password of customer’s choice at the time of first log-on. This is mandatory.
3. Bank will make reasonable use of available technology to ensure security and to
prevent unauthorized access to any of these services. The ‘OnlineSBI service is
VERISIGN certified which guarantees, that it is a secure site.
It means that
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Competitive Analysis of E-Banking for SBI & ICICI Bank 2014
4. These together with access control methods designed on the site would afford a
high level of security to the transactions you conduct. SBI will soon be
implementing PKI/Digital Signature.
5. You are welcome to access ‘OnlineSBI’ from anywhere anytime. However, as a
matter of precaution, customers may avoid using PCs with public access.
6. There is no way to retrieve a password from the system. Therefore if a customer
forgets his password, he must approach the branch for re-registration.
Bank’s terms:
All requests received from customers are logged for backend fulfillment and
are effective from the time they are recorded at the branch.
Rules and regulations applicable to normal banking transactions in India will
be applicable mutatis mutandis for the transactions executed through this
site.
The OnlineSBI service cannot be claimed as a right. The bank may also
convert this into a discretionary service anytime.
Dispute between the customer and the Bank in this service is subject to the
jurisdiction of the courts in the Republic of India and governed by the laws
prevailing in India.
The Bank reserves the right to modify the services offered or the Terms of
service of ‘OnlineSBI’. The changes will be notified to the customers
through a notification on the Site.
Customer’s obligations:
The customer has an obligation to maintain secrecy in regard to Username &
Password registered with the Bank. The bank presupposes that login using
valid Username and Password is a valid session initiated by none other than
the customer.
Transaction executed through a valid session will be construed by SBI to
have emanated from the registered customer and will be binding on him /
her.
The customer will not attempt or permit others to attempt accessing the
‘OnlineSBI’ through any unlawful means.
With a change in the corporate structure and the budding competition in the Indian
Banking industry, the management of both ICICI and ICICI Bank were of the
opinion that a merger between the two entities would prove to be an essential step.
It was in 2001 that the Boards of Directors of ICICI and ICICI Bank sanctioned the
amalgamation of ICICI and two of its wholly-owned retail finance subsidiaries,
ICICI Personal Financial Services Limited and ICICI Capital Services Limited,
with ICICI Bank. In the following year, the merger was approved by its
shareholders, the High Court of Gujarat at Ahmedabad as well as the High Court of
Judicature at Mumbai and the Reserve Bank of India.
Present Scenario
ICICI Bank has its equity shares listed in India on Bombay Stock Exchange and
the National Stock Exchange of India Limited. Overseas, its American Depositary
Receipts (ADRs) are listed on the New York Stock Exchange (NYSE). As of
December 31, 2008, ICICI is India's second-largest bank, boasting an asset value
of Rs. 3,744.10 billion and profit after tax Rs. 30.14 billion, for the nine months,
that ended on December 31, 2008.
ICICI Bank has a wide network both in Indian and abroad. In India alone, the bank
has 1,420 branches and about 4,644 ATMs. Talking about foreign countries, ICICI
Bank has made its presence felt in 18 countries - 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. The Bank proudly holds its subsidiaries in the
United Kingdom, Russia and Canada out of which, the UK subsidiary has
established branches in Belgium and Germany.
CICI Bank Limited (the Bank) is a banking company engaged in providing a range
of banking and financial services, including commercial banking and treasury
operations. It operates under four segments: retail banking, wholesale banking,
treasury and other banking. The Bank’s subsidiaries include ICICI Prudential Life
Insurance Company Limited, ICICI Lombard General Insurance Company
Limited, ICICI Trusteeship Services Limited, ICICI Prudential Pension Funds,
Management Company Limited, ICICI Home Finance Company Limited and
ICICI Securities Limited.
Products and Services
ICICI Bank is the one-stop shop for all your forex needs.
Whether your destination is Paris, Mauritius or enchanting Rome, ICICI Bank
offers the best of both worlds! We buy and sell the following:
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Competitive Analysis of E-Banking for SBI & ICICI Bank 2014
ICICI Bank Travel Card: ICICI Bank Travel Card has made travel abroad
convenient and safe. Available in US Dollars, Australian Dollars, Canadian
Dollars, Swiss Francs, Euro and Pound Sterling, the international traveler is in fact
spoilt for choice.
Features of this power-packed Travel Card:
Replacement Card
SMS alerts for every transaction
Online access
Card enabled for Internet transactions
Travelers Cheques: When you travel abroad, you can opt for Travelers Cheques
(TCs) as an alternative to cash. These are cheques issued to you that offer you the
safety and security you need when on the move.
Unlike cash, if your traveler’s Cheques are lost or stolen they can be replaced
within 24 hours, virtually anywhere in the world by most banks, service
establishments and even by a large number of merchants. In fact, TCs are
considered the safest form of currency. In addition, they make it easier for you to
budget, track and control your travel expenses.
Travelers Cheques are recognized worldwide. In the U.S they can be used like cash
at retail locations, hotels and restaurants. Outside the U.S they can be used like
cash at many locations, or exchanged for local currency at banks, currency
exchanges, and travel service locations.
We offer you American Express Travelers Cheques in the following currencies:
United States Dollar, Great British Pound, Euro, Australian Dollars, Canadian
Dollars and Japanese Yen.
Personal Banking
Deposits
Loans
Cards
Investments
Insurance
Demat Services
Wealth Management
NRI Banking
Money Transfer
Bank Accounts
Investments
Property Solutions
Insurance
Loans
Business Banking
ICICI offers Corporate and Retail Internet Banking Products and Other Value
Added Services-:
Balance enquiry and statement
Transfer fund online
Card to card fund transfer
Use debit card online
Prepaid mobile recharge
Subscribe for mobile banking
Link bank account to ATM
Lock / activate debit cards /ATM
Request a cheque book
Stop payment
ICICI Bank Online Banking Services provide the largest private bank in India right
here at your desktops. Banking becomes a pleasure as the transactions and services
become instant with ICICI Bank online Internet banking. The services provided are
totally secure and unique. These cover online account transactions and operations,
credit card and account applications and payments, share trading and investments
through mutual funds, bill payments, statement generation and a virtual demo of
each service.
Role of customer when using E-banking
You can access ICICIBank.com only by using your User ID and Password.
During the first login attempt, it is mandatory to change both passwords -
login and transaction – which would have been mailed to you by the bank.
If you forget your password, you will have written to us using the "Email
Us" option. The Bank will then issue a new password and send it to your
mailing address as per our records. Kindly check with your branch that this
address is updated.
Make sure no one can see the account login name or password you are
entering when you log on to ICICIBank.com.
Logout of ICICIBank.com before moving on to other Websites.
Before leaving the PC please "close" the browser.
Do not write your ICICIBank.com login name or password anywhere.
Do not leave your login name and password such that someone sitting at
your computer could see them.
Never reveal your ICICIBank.com login name and password to anyone (no
representative of ICICI Bank will ever ask you for your ICICIBank.com
password).
Notify ICICI Bank immediately if you notice any unusual account activity.
Keep all documents that include your account information in a secure
location.
When you login you can view the date and time of your last log in.
To gain the knowledge of products and services offered by SBI and ICICI
Bank respectively.
To identify the perception of consumer about their banks with comparison to
other banks.
To identify the perception of consumers about E-banking offered by SBI and
ICICI Bank.
To know the preferences of consumers upon public sector bank and private
sector bank.
Recommendations to increase customer satisfaction level.
Because of the following reasons, I prefer this project work to get the
knowledge of the banking system.
Banking is an essential industry.
It is where we often wind up when we are seeking a problem in financial
crisis and money related query.
Banking is one of the most regulated businesses in the world.
Banks remain important source for career opportunities for people.
It is vital system for developing economy for the nation.
Banks can play a dynamic role in delivery and purchase of consumer
durables.
10.KEY RESPONSIBILITIES
Data collection
Data validation
Data compilation
Data Analysis
Learn and understand customer-client relationship
11.RESEARCH METHODOLOGY
11.1. MEANING
Research Methodology is a way to systematically study & solve the research
problems. If a researcher wants to claim his study as a good study, he must clearly
state the methodology adopted in conducting the research so that it may be judged
by the reader weather the methodology of work done is sound or not.
The Research Methodology here includes:-
1. Research design
2. Sampling design
3. Data collection method
4. Analysis and interpretation of Data
The present study is descriptive in nature, as it seeks to describe ideas and insight
and to bring out new relationships. Research design is flexible enough to provide
opportunity for considering different aspects of problems under study. It helps in
bringing into focus some inherent weakness in enterprise regarding which in depth
study can be conducted by management.
Thetype of research design used by me is Qualitative research here I focused on
the understanding & expectations of the respondents. A major chunk of my
research was based on the conclusive research design.
A ‘sample design’s a definite plan for obtaining a sample from a given population.
It refers to the technique or the procedure the researcher would adopt in selecting
items for the sample. The corporate sea being very fast, it becomes impossible
constraints. Therefore, the study has been narrowed down to a represented sample
to make the study more manageable.
In this study I have applied Non Random Sampling Technique. In this sampling I
have asked them that in which bank do they have an account and do they use
online banking and then I made them to fill the questionnaire.
Sample Size
Primary Data is the first hand information collected directly from the respondents.
The data collection for this study was done in the following manner.
Through personal interviews:
Through questionnaire:
The data in the secondary source is already published and is in the form of
government publication, census, personnel record, and client history and service
records.
My source of data collection is also through the secondary data available
from the site of SBI & ICICI banks.
Factors Response
20 – 25 21
26 – 30 25
31 – 35 11
35 Above 3
3, 5%
11, 18%
21, 35%
25, 42%
INTERPRETATION
Among 60 respondent, 21 (35%) are under 20-25 age grp., 25 (42%) are
under 26-30 age grp., 11 (18%) are under 31-35 age grp., 21 (35%) are above
35 age grp.
Factors Response
Business 7
Govt. Employee 9
Pvt. Employee 31
Student 5
Professionals 8
8, 13% 7, 12%
5, 8%
9, 15%
31, 52%
INTERPRETATION
Among 60 respondent, 7 (12%) are Businessman, 9 (15%) are Govt.
Employee,31 (52%) are Pvt. Employee, 5 (8%) are Student and 8(13%) are
Professionals.
SBI 23 ICICI 37
23, 38%
37, 62%
INTERPRETATION
Among 60 respondents, 23 (38%) respondents have an account in SBI and 37
(62%) respondents have an account in ICICI Bank.
21
17 16
5
1 0
INTERPRETATION
Among 60 respondents, 17 respondents have Savings Accounts in SBI and
21 respondents have Savings Account in ICICI Bank, 1 respondent have
Current Account in SBI and no one has Current Account in ICICI Bank, and
5 respondents have Demat Account in SBI and 16 respondents have Demat
Account in ICICI Bank.
ICICI 37 0
SBI 20 3
INTERPRETATION
Among 23 respondents from the total 60 respondents who has an account in
SBI, 20 respondents are aware of the E-banking facilities offered by SBI and
3 are not, and among 37 respondents from the total 60 respondents who has
an account in ICICI Bank, all the respondents i.e. 37 respondents are aware
of the E-banking facilities offered by ICICI Bank.
ICICI 25 12
SBI 17 3
INTERPRETATION
Among 20 respondents from the total 23 respondents who are aware of the E-
banking facilities offered by SBI, 17 respondents uses E-banking and 3 don’t
use E-banking, and among 37 respondents who all are aware of the E-
banking facilities offered by ICICI Bank, 25 respondents uses E-banking and
12 respondents don’t use E-banking offered by ICICI Bank.
15
14
4 4
2 2
1
0
INTERPRETATION
Among 17 respondents from the total 20 respondents who usesE-banking
facilities offered by SBI, 18 respondents uses it because it is Easy &Quick,
1respondent uses because of Advertisement, no one uses it because its Brand
Name and 2 respondents uses it due to reference from others, where as
among 25 respondents from the 37 respondents who uses E-banking facilities
offered by ICICI Bank, 15 respondents uses it because it is Easy & Quick, 4
respondents uses it because of Advertisement, 2 respondents uses it because
its Brand Name and 4 respondents uses it due to reference from others.
SBI ICICI
INTERPRETATION
Among 17 respondents from the total 20 respondents who uses E-banking of
SBI, 3 do transaction for 1 time, 5 do transaction for 2 times, 6 do transaction
for 3 times and 3 do transaction for more than 3 times, where as among 25
respondents from the 37 respondents who uses E-banking of ICICI Bank, 8
do transaction for 1 time, 9 do transaction for 2 times, 3 do transaction for 3
times and 5 do transaction for more than 3 times.
7 7
6
5 5 5
4
3
INTERPRETATION
Among 17 respondents from the total 20 respondents who usesE-banking
facilities offered by SBI, 5 respondents uses it for Online Fund transfer, 4
respondents uses it for Bill Payment, 5 respondents uses it for Account
Information and 3 respondents uses it for Online Recharge, where as among
25 respondents from the 37 respondents who uses E-banking facilities
offered by ICICI Bank, 7 respondents uses it for Online Fund transfer, 6
respondents uses it for Bill Payment, 5 respondents uses it for Account
Information and 7 respondents uses it for Online Recharge.
Q 10. How much you are satisfied with your E-banking facilities?
10
7 7
6
5
3
2 2
0 0
INTERPRETATION
Among 17 respondents from the total 20 respondents who usesE-banking
facilities offered by SBI, none of them are Not Satisfied, 2 respondents are
Less Satisfied, 3 respondents are Satisfied, 5 respondents are More Satisfied
and 7 respondents are Very Satisfied, where as among 25 respondents from
the 37 respondents who uses E-banking facilities offered by ICICI Bank,
none of them are Not Satisfied, 2 respondents are Less Satisfied, 6
respondents are Satisfied, 10 respondents are More Satisfied and 7
respondents are Very Satisfied.
13. FINDINGS
In the users ratio ICICI Bank has less number of customers of E-banking
account than the SBI Bank.
Most of the people have their accounts in ICICI Bank compared to SBI.
The services used by most of the customers are checking the current balance
of their account, online recharge, online fund transfer and bill payment.
Most of the people feel safe while disclosing their details on net.
Almost all the people are aware of the E-banking facilities offered by
different banks.
Most of the people uses E-banking on regular basis.
The most important factor that the people consider while opening an online
bank account is convenience & easy and quick.
The best e-bank service is provided by the SBI Bank.
The people who works in private sector organization, uses E-banking the
most, and they prefers ICICI Bank E-banking Services
Most of the respondents are More Satisfied with the E-banking System of
SBI and ICICI Bank.
Though every – “precaution has taken due to large data and complex
calculations there may be chances of error.
Geographical Locations.
Sample size was limited to 60 respondents only and it may not adequately
represent the whole customers.
They should reduce their service charge so that more number of customers
can use it.
ICICI Bank should know the reason that why its e-bank is not progressing.
17.CONCLUSION
E-banking is a global component in the economy. The role of banks has been and
continues to be shaped by a number of mega trend the globalization of financial
markets, the rise of non bank competitors, the ongoing evolution and
implementation of new technologies, and deregulation and disintermediation (i.e.,
the movement away from the middleman role played by banks between depositors
and lenders).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.
The purpose of this report was to provide a straightforward approach to understand
the E-banking services provided by the two banks and how they are different from
each other which make one bank the best from the other. An effort is made to
understand the expectations of the customers with the two banks.
Atlast I want to conclude that the best E-banking service is provided by the SBI
Bank while comparing it with the ICICI Bank. That means the public sector bank
is progressing thanthe private sector bank. This is a great achievement for the bank
and for the nation. The respondents took keen interest in filling the questionnaires
and made my research fruitful. Banks should also look for increasing their online
services.
18.BIBLIOGRAPHY
Books:
1. E-banking in India
2. Money & Banking
Internet sites
www.sbibank.com
www.icicibank.com
www.wikipedia.com
www.ehow.com
www.nseindia.com
www.moneycontrol.com
www.indianbank.net
ANNEXURE
QUEATIONNAIRE
Name:-
Address:-
Phone No:- Email -
Q 1. What is your Age Grp.?
Factors Response
20 – 25
26 – 30
31 – 35
35 Above
Q 2. What is your Occupation?
Factors Response
Business
Govt. Employee
Pvt. Employee
Student
Professionals
Q 3. Which bank do you have an account?
SBI ICICI Bank
Q 4. Which Type of account you are having?
Factors SBI ICICI
Savings
Current
Demat
Q 5. Are you aware of E-Banking?
Factors SBI ICICI
Yes
No
Q 6. Du you use E-Banking?
Factors SBI ICICI
Yes
No
Thank You,
We Value Your Response