A

Project Study Report

ON

“Customer Awareness about Safe Banking”

MAHARISHI ARVIND INSTITUTE OF ENGINEERING&TECHNOLOGY

JAIPUR

SUBMITTED TO- SUBMITTED BY-

FMS, MAIET, Jaipur RASHMI PARASHAR
MBA Pt I

1
 PREFACE
Theoretical study combined with practical knowledge
makes the Learning meaningful and enables the individual
to develop self- Confidence because theoretical knowledge
is always incomplete without its practical implication like
gun without bullet .seeing the necessity that the student
could know and take opportunity for practical exposures of
the business world.
As a part of course curriculum, project report is
compulsory for all the student of MBA. It is true that work
experience in an organization of repute adds an extensive
knowledge and exposure to the individual.

The practical exposure makes the individual learn

about the actual Fieldwork. It makes him realize that not
only the theory but also the knowledge of the market is as
important as the former. During the training period the
student learns through this own experience, the real
situation of the corporate world and put his theoretical
knowledge into practice. This experience is valuable for the
student and plays a leading and an important role in his
career.

The overall experience, exposure, knowledge and

teamwork were a great satisfaction for me. at this point
(after the completion of the project training ) I realized that
there is no other and better way to learn the thing expect
practical experience.

2
 Acknowledgments
From the depth of my heart I am very thankful to Mrs.
Shikha Sharma (Course Coordinator-FMS) for giving
me an opportunity to work on the Management Research
Project (MRP) at MAIET to broaden the knowledge base
and understanding the latest trends and developments in the
safe banking sector.
I wish to express my sincere thanks to all the customers of
ICICI bank for providing me the required information
which was useful for my project. I sincerely thank to all the
people who shared their personal experiences in completion
of this project.
Lastly, I acknowledge the efforts of all those who directly
or indirectly encouraged and helped me time to time during
my project. It was a great fun while learning many new
things which are helpful to enhance my knowledge in
banking sector.
MBA RASHMI
PARASHAR
II SMESTER
MAIET Jaipur

3
 CONTENTS

1.Industry Profile

2.Company Profile

3. Research Methodology

4.Questionnare

5. Facts and Findings

6. Analysis

7.Conclusion

8.Recommendation and Suggestions

9. Bibliography

4
 Industry Profile
The banking section will navigate through all the aspects of the
Banking System in India. It will discuss upon the matters with the
birth of the banking concept in the country to new players adding
their names in the industry in coming few years.

The banker of all banks, Reserve Bank of India (RBI), the Indian
Banks Association (IBA) and top 20 banks like IDBI, HSBC,
ICICI, ABN AMRO, etc. has been well defined under three
separate heads with one page dedicated to each bank.

However, in the introduction part of the entire banking cosmos, the

past has been well explained under three different heads namely:
 History of Banking in India

 Nationalization of Banks in India

 Scheduled Commercial Banks in India

The first deals with the history part since the dawn of banking
system in India. Government took major step in the 1969 to put the
banking sector into systems and it nationalized 14 private banks in
the mentioned year. This has been elaborated in Nationalization
Banks in India. The last but not the least explains about the
scheduled and unscheduled banks in India. Section 42 (6) (a) of
RBI Act 1934 lays down the condition of scheduled commercial
banks. The description along with a list of scheduled commercial
banks are given on this page.

5
 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 information’s 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 India

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 ABN-AMRO Bank
 Abu Dhabi Commercial Bank
 American Express Bank
 Andhra Bank
 Allahabad Bank
 Axis Bank (Earlier UTI Bank)
 Bank of Baroda
 Bank of India
 Bank of Maharastra
 Bank of Punjab
 Bank of Rajasthan
 Bank of Ceylon
 BNP Paribas Bank
 Canara Bank
 Catholic Syrian Bank
 Central Bank of India
 Centurion Bank
 Citi Bank
 City Union Bank
 Corporation Bank
 Dena Bank
 Deutsche Bank
 Dhanalakshmi Bank
 Federal Bank
 HDFC Bank
 HSBC
 ICICI Bank
 IDBI Bank Indian Bank
 Indian Overseas Bank

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  IndusInd Bank
 ING Vysya Bank
 Jammu & Kashmir Bank
 JPMorgan Chase Bank
 Karnataka Bank

 State Bank of Mysore

 State Bank of Saurastra
 State Bank of Travancore
 Syndicate Bank
 UCO Bank
 Union Bank of India

1. Public Sector Banks In India

List of Public Sector Banks in India
 Allahabad Bank
 Andhra Bank
 Bank of Baroda
 Bank of India
 Bank of Maharastra
 Canara Bank
 Central Bank of India

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 Corporation Bank
 Dena Bank
 Indian Bank
 Indian Overseas Bank
 Oriental Bank of Commerce
 Punjab & Sind Bank
 Punjab National Bank
 Syndicate Bank
 UCO Bank
 Union Bank of India
 United Bank of India
 Vijaya Bank

9
2.Private Sector Banks
List of Private Banks in India
 Bank of Punjab
 Bank of Rajasthan
 Catholic Syrian Bank
 Centurion Bank
 City Union Bank
 Dhanalakshmi Bank
 Development Credit Bank
 Federal Bank
 HDFC Bank
 ICICI Bank
 IDBI Bank
 IndusInd Bank
 ING Vysya Bank
 Jammu & Kashmir Bank
 Karnataka Bank
 Karur Vysya Bank
 Laxmi Vilas Bank
 South Indian Bank
 United Western Bank
 UTI Bank

3.Cooperative Banks in India

4.Regional Rural Banks in India
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List of Private Banks in India
 Haryana state co-operative apex bank limited
 NABARD

 Sindhonur urban souharda co-oprative bank

 United bank of India

5.Foreign Banks In India

List of Foreign Banks in India
 ABN-AMRO Bank
 Abu Dhabi Commercial Bank
 Bank of Ceylon
 BNP Paribas Bank
 Citi Bank
 China Trust Commercial Bank
 Deutsche Bank
 HSBC
 JPMorgan Chase Bank
 Standard Chartered Bank
 Scotia Bank
 Taib Bank

By the year 2009, the list of foreign banks in India is going to

become more quantitative as number of foreign banks are still
waiting with baggage to start business in India.

11
12
ICICI GROUP

ICICI Group offers a wide range of banking products and financial

services to corporate and retail customers through a variety of
delivery channels and through its specialized group companies,
subsidiaries and affiliates in the areas of personal banking,
investment banking, life and general insurance, venture capital and
asset management. With a strong customer focus, the ICICI Group
Companies have maintained and enhanced their leadership position
in their respective sectors.

ICICI BANK
ICICI Bank is India's second-largest bank with total assets of Rs.
3,997.95 billion (US$ 100 billion) at March 31, 2008 and profit
after tax of Rs. 41.58 billion for the year ended March 31, 2008.
ICICI Bank is second amongst all the companies listed on the
Indian stock exchanges in terms of free float market
capitalization*. The Bank has a network of about 1,308 branches
and 3,950 ATMs in India and presence in 18 countries.

ICICI Prudential Life Insurance Company

ICICI Prudential Life Insurance Company is a 74:26 joint venture
with Prudential plc (UK). It is the largest private sector life
insurance company offering a comprehensive suite of life, health
and pensions products. It is also the pioneer in launching
innovative health care products like Diabetes Care and Cancer

13
Care. The company operates on a multi-channel platform and has a
distribution strength of over 2,90,000 financial advisors operating
from 1956 branches spread across 1669 locations across the
country. In addition to the agency force, it also has tie-ups with
various banks, corporate agents and brokers. In fiscal 2008, ICICI
Prudential attained a market share of 12.7% with new business
weighted premium growth of 68.3% to Rs. 66.84 billion and held
assets of Rs. 285.78 billion at March 31, 2008.

ICICI Lombard General Insurance Company

ICICI Lombard General Insurance Company, a joint venture with
the Canada based Fairfax Financial Holdings, is the largest private
sector general insurance company. It has a comprehensive product
portfolio catering to all corporate and retail insurance needs and is
present in over 200 locations across the country. ICICI Lombard
General Insurance has achieved a market share of 29.8% among
private sector general insurance companies and an overall market
share of 11.9% during fiscal 2008. The gross return premium grew
by 11.4% from Rs. 30.3 billion in fiscal 2007 to Rs. 33.45 billion
in fiscal 2008.

ICICI Securities Ltd

ICICI Securities Ltd is the largest equity house in the country

providing end-to-end solutions (including web-based services)
through the largest non-banking distribution channel so as to fulfill

14
all the diverse needs of retail and corporate customers. ICICI
Securities (I-Sec) has a dominant position in its core segments of
its operations - Corporate Finance including Equity Capital
Markets Advisory Services, Institutional Equities, Retail and
Financial Product Distribution.

ICICI Securities
ICICI Securities Primary Dealership is the largest primary dealer
in Government securities. In fiscal 2008, it achieved a profit after
tax of Rs.1.40 billion.

ICICI Prudential Asset Management

ICICI Prudential Asset Management is the second largest mutual
fund with asset under management of Rs. 547.74 billion and a
market share of 10.2% as on March 31, 2008. The Company
manages a comprehensive range of mutual fund schemes and
portfolio management services to meet the varying investment
needs of its investors through 235 branches spread across the
country.

*Free float holding excludes all promoter holdings, strategic

investments and cross holdings among public sector entities.

OVERVIEW
15
 ICICI Bank is India's second-largest bank with total assets of
Rs. 3,793.01 billion (US$ 75 billion) at March 31, 2009 and profit
after tax Rs. 37.58 billion for the year ended March 31, 2009. The
Bank has a network of 1,442 branches and about 4,721 ATMs in
India and presence in 18 countries. 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
specialized subsidiaries and affiliates 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).

ICICI NETWORK IN WORLD

16
Towards a Better Life:-

The ICICI Group was formed with the objective of supporting

India’s growth and development. While we have transformed from
a development bank to a diversified financial services group, this
vision continues to form the core of all we do. We partner the
growth of Indian business and help individuals improve their
quality of life, through convenient access to financial products and
services. We are focusing on the full spectrum of financial services
needs, from banking in rural areas to banking for the Indian
community overseas. In addition to financial services, we support

17
initiatives for socio-economic development through projects
focused on healthcare, education and access to markets.

We seek to improve access to opportunity, and the ability to make

the most of it, for businesses and individuals - to help people move
towards a better life.

18
ORGANISATION STRUCTURE

Our organisation structure is designed to be flexible and customer-

focused. At the same time, we seek to ensure effective control and
supervision and consistency in standards across the organisation.
The organisation structure is divided into the following principal
groups:

 Corporate Centre, comprising financial reporting; planning

and strategy; asset liability management; investor relations;
secretarial; corporate communications; risk management;
compliance; internal audit; legal; financial crime prevention
and reputation risk management; and the Bank’s proprietary
trading operations across various markets.

 Retail Banking Group, comprising the retail liabilities, retail

assets and small enterprises businesses.

 Rural, Micro-banking and Agri-business Group, comprising

the rural and agricultural lending and other banking
businesses.

 Wholesale Banking Group, comprising the corporate &

investment banking, project finance and government banking
businesses.

 International Banking Group, comprising the Bank’s

international operations, including operations in various

19
 overseas markets as well as products and services for non-
resident Indians, international trade finance, correspondent
banking and wholesale resource mobilization.

 Global Markets Group, comprising our global client-centric

treasury operations.

 Global Operations & Middle Office Groups, which are

responsible for back-office operations, controls and
monitoring of our domestic and overseas operations.

 The Human Resources Management Group is responsible for

the Bank’s recruitment, training, leadership development and
other personnel management functions and initiatives.

 The Technology Management Group (TMG) is responsible

for enterprise-wide technology initiatives, with dedicated
technology teams serving individual business groups and
managing information security and shared infrastructure.

 The Facilities Management & Administration Group is

responsible for management of corporate facilities and
administrative support functions.

 The Organisational Excellence Group is responsible for

enterprise-wide quality and process improvement initiatives.

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 ICICI BANK PRODUCT AND CUSTOMER
SEGMENTS

PERSONAL BANKING

Loan Product Deposit Product Investment &

Insurance

 Auto Loan  Saving a/c  Mutual Fund

 Loan Against  Current a/c  Bonds
Security  Fixed deposit  Knowledge
 Loan Against  Demat a/c Centre
Property  Safe Deposit  Insurance
 Personal loan Lockers  General and
 Credit card Health Insurance
 2-wheeler loan  Equity and
 Commercial Derivatives
vehicles finance  Mudra Gold Bar
 Home loans
 Retail business
banking
 Tractor loan
 Working Capital
Finance
 Health Care
Finance
 Education Loan

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  Gold Loan

Cards Payment Access To Bank

Services

 Credit Card  NetSafe  NetBanking

 Debit Card  Merchant  OneView
 Prepaid Card  Prepaid Refill  InstaAlert
 Billpay MobileBanking
 Visa Billpay  ATM
 InstaPay  Phone Banking
---------------------------  DirectPay  Email
-----  VisaMoney Statements
Forex Services Transfer  Branch Network
---------------------------  e–Monies
----- Electronic
 Product & Funds
Services Transfer
 Trade Services  Online
 Forex service Payment of
Branch Locater Direct Tax
 RBI Guidelines

WHOLESALE BANKING

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 Corporate Small and Medium Financial Institutions
Enterprises and Trusts

 Funded  Funded Services BANKS

Services  Non Funded  Clearing Sub-
 Non Funded Services Membership
Services  Specialized  RTGS –
 Value Services submembership
Added  Value added  Fund Transfer
Services services  ATM Tie-ups
 Internet  Internet Banking  Corporate Salary a/c
Banking  Tax Collection

Financial Institutions

Mutual Funds

Stock Brokers

Insurance Companies

Commodities
Business

Trusts

NRI SERVICES

23
 Accounts & Deposits Remittances

 Rupee Saving a/c  North America

 Rupee Current a/c  UK
 Rupee Fixed Deposits  Europe
 Foreign Currency Deposits  South East Asia
 Accounts for Returning  Middle East
Indians  Africa
 Others
Quick remit
IndiaLink
Cheque LockBox
Telegraphic/ Wire Transfer
Funds Transfer Cheques/DDs/TCs

Investment & Insurances Loans

 Mutual Funds  Home Loans

 Insurance  Loans Against Securities
 Private Banking  Loans Against Deposits
 Portfolio Investment Scheme  Gold Credit Card

Payment Services Access To Bank

 Net Safe  Net Banking

 Bill Pay  One View
 InstaPay  Installers
 Direct Pay  ATM
 Visa Money  Phone Banking
 Online Donation  Branch Network

Profit of Last Financial Year:-

24
India's largest private sector lender, ICICI Bank's net profit for the
year ended March 31, 2009 (FY2009) declined by Rs400 crore (9.6
per cent) to Rs3,758 crore from Rs4,158 crore in FY2008. The
bank blames this on higher effective tax rate on account of lower
proportion of income taxable as dividends and capital gains.

Its profit before tax was at Rs5,117 crore, compared to Rs5,056

crore in FY2008, while net interest income increased 15 per cent to
Rs8,367 crore from Rs7,304 crore.

While the advances declined marginally year-on-year, the net

interest income increased due to improvement in net interest
margin from 2.2 per cent in FY2008 to 2.4 per cent in FY2009.

For the fourth quarter of FY09, its net profit declined by 35.29 per
cent at Rs744 crore against Rs1,150 crore in the same period of
last year.

The bank's total income plunged by 11.43 per cent at Rs9,203

crore from Rs10,391 crore.

Diluted earnings per share (EPS) slipped to Rs6.68 per share

versus Rs10.27 per share, year-on-year, and net interest margin
(NIM) came in at 2.6 per cent.

The bank's operating expenses declined by 14.26 per cent at Rs

6835 crore from Rs7,972 and net non-performing assets (NPA)
went up at 1.95 per cent as against 1.5 per cent.

25
The bank's insurance subsidiary, ICICI Prudential Life Insurance
Company maintained its market leadership in the private sector
with an overall market share of 11.8 per cent based on retail new
business. ICICI Life's total premium increased by 13 per cent to
Rs15,356 crore in FY2009, while its  renewal premium increased
by 61 per cent.

Meanwhile, its another subsidiary, ICICI Lombard General

Insurance Company,  maintained its leadership in the private sector
with an overall market share of 11.7 per cent. ICICI General's
premiums increased 3 per cent on a year-on-year basis to Rs3,457
crore in FY2009. ICICI General made a profit after tax of Rs24
crore in FY2009.

As of 24 April 2008, the bank has 1,438 branches. The Bank is

also in the process of opening 580 new branches, the company said
in a statement.

The bank also said that N Vaghul would retire as non-executive

chairman of the Board of Directors of ICICI Bank on April 30,
2009. K.V Kamath, who would retire as the managing director &
CEO of the bank will assume office as non-executive chairman of
the board effective 1 May 2009.

Chanda Kochhar would assume office as

managing director & CEO of ICICI Bank
effective 1 May 2009.

26
 RESEARCH METHODOLOGY

“A Research is a careful investigation or inquiry, especially

through search for new facts in any branch of knowledge. It is a
systemized effort to gain more knowledge.”

Research methodology is a way to systematically solve the

research problem. It may be understood as a science of studying
how research is done scientifically. I it we study the various steps
that are generally adopted by a researcher in studying his research
problem along with the logic behind them. It is necessary for the
researcher to know not only the research methods or techniques but
also the methodology. Researcher always needs to understand the
assumptions underline various technique and they need to know
the criteria by which they can decide that certain technique and
procedures will be applicable to certain problems and other will
not.
The predefined objective can be achieved by following ways:

1. Studying the awareness of customers.

2. Measuring satisfaction of customers.

27
TYPE OF RESEARCH :-

Personal interview approach was adopted for the project. In this

type of research, the researcher has to contact the person directly to
know the available information and analyze these to make a critical
evaluation. The facts or information required to analyze the data
was available in interviewer’s statements. This was one of the
main sources for the project.

The other approach was PERSONNEL RESEARCH. It is based

on the personal knowledge. It is applicable to phenomenon that can
be expressed in terms of words.

RESEARCH PROCESS:

Research Process consists of a series of action or steps necessary to

effectively carry out the research and the desired sequencing of
these steps. The various steps, which provided guidelines to the
research process pertaining to the project, are as follows:

 Formulating the research problem

Formulation of research problem involves understanding the

problem thoroughly and rephrasing the same into meaningful terms
from an analytical point of view.

28
  Extensive literature survey

It is necessary for the researcher to conduct an extensive survey

connected with the problem. For the purpose manual, company
records, journals, published data can be used.

 Development of working hypotheses

Working hypotheses is a tentative assumption made in order to

draw out and rest its logical or empirical consequences.

 Preparing the research design

The researcher will be required to prepare a research i.e. he will

have to state the conceptual structure within which research would
be conducted. The function of research design is to provide the
collection of relevant evidence with minimum expenditure of
efforts, time and money.

Determining the sample design

The researcher must decide a way of selecting a sample or what is

popularly known as sample design. The types of sample design
are:

 Simple Sampling
 Random sampling

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  Systematic Random Sampling
 Stratified Sampling
 Quota Sampling
 Cluster and Area sampling
 Multistage Sampling
 Sequential Sampling

Collection of data:-

While deciding the methods of data collection to be used for study

the researcher should keep in mind two types of data viz.

 Primary Data

The Primary data are those, which are collected afresh and for the
first time and thus happen to be original in character.

 Secondary Data

Secondary data means data that are already available i.e. they refer
to the data which have already been collected and segregated by
someone else. The researcher has to determine the various sources
of obtaining secondary data. Secondary data may be published or
unpublished in nature.

30
Sample scope - Jaipur City

Sample Size- Customers of different branches of ICICI and

200 respondents

Sampling Technique- Convenience stratified sampling

31
Published data are available in:-

 Publications of central, state and local newspapers

 Publication of foreign government or of international bodies
 Technical or trade journals
 Books, magazines and newspapers and Internet
 Public record and statistics, historical documents and sources
of public information.

Dat a Col l ec t i on: -

Data used for the project was the secondary and primary data.

Anal ysi s of dat a:-

Analysis of data can of two types:

 Quantitative analysis
 Qualitative analysis

32
Thus analysis of data require a number of closely related
operations such as establishment of categories, the application of
these categories into raw data through tabulation, chart and then
draw inferences. Analysis work is generally based on the
computation of various percentage, co-efficient etc. by applying
various statistical formulae.

33
PICTURE USED FOR CUSTOMR AWARENESS

34
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36
37
38
39
QUESTIONNARE

Name-………………………………………………………………………..
Profession-…………………………………………………………………...
Type of account-…………………………………………………………….

(1) Do you keep your PIN and card together?

1. Yes
2. No

(2) Do you give card or account details for any free gift or lottery?
1. Yes
2. No

(3) Do you use cyber cafes for Internet Banking?

1. Always
2. Seldom
3. Never

(4) Do you reply to e-mails which are asking for your password or PIN?
1. Always
2. Seldom
3. Never

(5) What do you do after using Internet Banking?

1. Log off
2. Exit Browsing
3. Both

(6) Do you draw a line through unused space on the cheque?

1. Always
2. Seldom
3. Never

40
(7) Will you report your lost or stolen ATM/credit card immediately?
1. Yes
2. No

(8) Do you check all most important information note before signing
banking documents?
1. Always
2. Seldom
3. Never
(9) Do you take help of strangers for handling your cash?
1. Always
2. Seldom
3. Never

(10) When you open your account in any bank do you take information
about that?
1. Services provided by your bank for your account. Yes/No
2. Charges for services. Yes/No
3. Penalties. Yes/No

(11) For opening an account how many bank do you compare?

1. No one bank
2. Two bank
3. More than two bank

(12) Are you satisfied with services of ICICI Bank?

1. Yes
2. No

41
FACT AND FINDING OF SURVEY
(1) Do you keep your PIN and card together?
A. Yes
B. No

180
160
140
120
100
80 PERSON
60
40
20
0
YES NO

42
(2) Do you give card or account details for any free gift or lottery?
A. Yes
B. No

180
160
140
120
100
80 PERSON
60
40
20
0
YES NO

43
(3) Do you use cyber cafes for Internet Banking?
A. Always
B. Seldom
C. Never

ALWAYS
10%
SELDOM
20%

NEVER
70%

44
(4) Do you reply to e-mails which are asking for your password or PIN?
A. Always
B. Seldom
C. Never

ALWAYS
5% SELDOM
20%

NEVER
75%

45
(5) What do you do after using Internet Banking?
A. Log off
B. Exit Browsing
C. Both

LOG OFF
23%

BOTH
49% EXIT
BROWSI
NG
28%

46
(6) Do you draw a line through unused space on the cheque?
A. Always
B. Seldom
C. Never

NEVER
2%
SELDOM
33%
ALWAYS
65%

47
(7) Will you report your lost or stolen ATM/credit card immediately?
A. Yes
B. No

NO
0%

YES
100%

48
(8) Do you check all most important information note before signing
banking documents?
A. Always
B. Seldom
C. Never

140
120
100
80
60 PERSON

40
20
0
ALWAYS NEVER

49
(9) Do you take help of strangers for handling your cash?
A. Always
B. Seldom
C. Never

140

120

100
80

60 PERSON

40

20

0
ALWAYS NEVER

50
(10) When you open your account in any bank do you take information
about that?
A. Services provided by your bank for your account. Yes/No

B. Charges for services. Yes/No

C. Penalties. Yes/No

180
160
140
120
100 A
80 B
60 C
40
20
0
YES NO

51
(11) For opening an account how many bank do you compare?
A. No one bank
B. Two bank
C. More than two bank

120

100

80

60
PERSON
40

20

0
A B C

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(12) Are you satisfied with services of ICICI Bank?
A. Yes
B. No

180
160
140
120
100
80 PERSON
60
40
20
0
YES NO

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 Analysis
 Out of 200 people being surveyed to know the awareness and
perception about Banking services.
 People were interested in knowing about the Safe Banking.
 People take ICICI bank as higher class person Bank.
 People are not aware about all services of Bank.

Findings
1. Preference to timely services.
2. High level of satisfaction.
3. Effective services
4. Effective Business Model

Observations
1. Personal relationship is important.
2. Customer base through good services
3. Best customer awareness programs.
4. Problem for the customer who is not aware about penalty and charges.

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 CONCLUSION

 As been analyzed, people are not completely aware of ICICI Bank

services and the different plan, but when made aware they wanted to
get more information about the services. By this we can say that ICICI
Bank increasing it’s customer segments and it will increase it’s
popularity in lower middle class.

 Customers want best services on their account. And ICICI Bank give
best services to his customers.

 ICICI Bank services are very helpful for the people who want to save
their time in banking operation.

 Its Safe Banking Program is very helpful to people. By this it’s saving
people from fraud.

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 RECOMMENDATIONS AND
SUGGESTIONS

 ICICI Bank should increase its branches in rural area by Proxy

Banking program.

 Adequate after opening an account services should be provided to

customer though booklet which have also pictures and instructions.

 Minimum deposit in account should be lowered.

 It should start its safe banking program articles in Hindi news papers.

 It should start services for lower middle class.

 Most of the complain are related from credit card services. So it

should be improved.

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 BIBLIOGRAPHY
Books

 Kothari C.R., Research Methodology, New Delhi,Wishwa Prakashan,

2004
 Madura Jeff, financial Institutions & Markets, Florida, Thomson
South-western, 2007.
 Damania Sunil,”Customer Satisfaction” Dalal Street, vol-22
Dec10th 2008.

Magazines
 Business Today
 Business India
 Economic Tmes
 Material provided by the company
 Survey

Web sites
 www.icici.com
 www.moneycontrol.com
 www.amfi.com
 www.indiamat.com

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