“A STUDY ON THE EFFECTIVENESS OF SERVICES

PROVIDED TO PRIVATE BANKING CUSTOMERS

OF ICICI BANK”

SUBMITED BY

Harshita Anand
PG21172
Under the guidelines of
PROFF VV RAO
(Assistant professor Trimester-II)
 DECLARATION

I hereby declare that this Live project titled “A STUDY ON THE EFFECTIVENESS OF
SERVICES PROVIDED TO PRIVATE BANKING CUSTOMERS OF ICICI BANK”
is the result of the project work carried out by me under the guidance Prof. VV RAO SIR

I also declare that this project is the result of my own effort and that this has not been
submitted to any other college earlier.

Place: Bangalore Name: Harshita Anand

Date: 16/05/22 Register Number:PG21172

 ACKNOWLEDGEMENT

The project has been undertaken as part of curriculum of final year degree in PGDM. The purpose of
doing this is to impart integrated approach to our education.

I would like to express my special thanks to gratitude to my MENTOR “PROF VV RAO

SIR”(Assistant Professor, ISBR BUSINESS SCHOOL)For his able guidance and support in
completing my LIVE PROJECT on “A STUDY ON THE EFFECTIVENESS OF SERVICES
PROVIDED TO PRIVATE BANKING CUSTOMERS OF ICICI BANK”.
 “A STUDY ON THE
EFFECTIVENESS OF
SERVICES PROVIDED TO
PRIVATE BANKING
CUSTOMERS OF ICICI BANK”
 TABLE OF CONTENTS

SR.No CONTENTS Page No

1.1 INTRODUCTION 2

1.2 LIBERALIZATION 3

1.3 STRUCTURE OF INDIAN BANKING INDUSTRY 4

1.4 PRIVATE BANKS IN INDIA 5

1.5 HISTORY OF ICICI BANK 5

1.6 RECENT GROWTH IN ICICI BANK 7

1.7 OVERVIEW OF THE INDUSTRY 14

1.8 ICICI AWARDS - 2021 14

2.1 RESEARCH DESIGN 17

2.2 RESEARCH METHODOLOGY 17

2.3 DATA COLLECTION 18

3.1 COMPANY PROFILE 20

3.2 ORGANIZATION STRUCTURE 20

3.3 COMPETITORS 21

3.4 FUTURE PROSPECTS 22

4 DATA ANALYSIS 24

4.1 PRODUCTS AND SERVICES BANKING ACCOUNTS 31

4.2 TABLES, GRAPHS 38

4.3 CUSTOMER SATISFACTION 39

4.4 CRM AT ICICI BANK 41

4.5 ANALYSIS & INTERPRETATION 42

5.1 INTRODUCTION TO SWOT ANALYSIS 44

5.2 RATIO ANAYSIS 46

6.1 SURVEY FINDINGS 57

6.2 KEY RISKS IMPACTING OF ICICI BANK 58

6.3 FINDINGS 64

6.4 OBJECTIVES 64

6.5 SUGGESTIONS

6.6 CONCLUSION 68

6.7 REFRENCES 69

TABLE OF TABLES LIST

SL.No TABLE Page No

3.1 COMPETITORS INFORMATION 21
4.1 REASON FOR CHOOSE THIS BANK 38
4.2 SERVICE QUALITY ASSESMENT 39
4.3 OPINION ABOUT SERVICE PROVIDED BY ICICI BANK 42
5.1 ICICI BANK’S SHAREHOLDING PATTERN 46
5.2 ICICI BANK’S PAST 5 YEARS EPS TREND 47
5.3 ICICI BANK’S PAST 5 YEARS NET PROFIT MARGIN 48
5.4 ICICI BANK’S FIVE-YEAR ROCE TREND 50
5.5 ICICI BANK’S NET INTEREST MARGIN OF THE LAST 5 51
 YEARS

5.6 NON-PERFORMING ASSET OF ICICI BANK 53

5.7 ICICI BANK’S FIVE-YEAR ROA TREND 54

6.1 LEVEL OF CUSTOMERS’ SATISFACTION WITH 57

VARIOUS ASPECTS
CHAPTER 1

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1.1. INTRODUCTION
Banking in Asian nation originated within the last decades of the eighteenth century. the primary
banks were the final Bank of Asian nation, that started in 1786, and Bank of geographic region,
that started in 1790; each square measure currently defunct. The oldest bank breathing is state
bank of india in the banking company of India, that originated within the Bank of Calcutta in
June 1806, which just about forthwith became the Bank of geographical region. This was one
among the 3 administration banks, the contrary 2 being the Bank of city and furthermore the
Bank of Madras, each of the 3 of that were set up underneath contracts from a group Malay
Archipelago Company.For numerous years the Presidency banks went about as semi national
banks, as did their replacements. The 3 banks joined in 1921 to the Imperial Bank of India,
which, upon India's self-administration, changed to State Bank of India.

Bank customer is a person whose money has been accepted by the bank on ground that the bank
undertakes to the honor cheques up to the amount standing it his credit, irrespective of whether
the connection is for long or short standing. The main bank functions are accepted deposit of the
customers and allow the customer to with draw the money according to the balance available on
his account. A part from normal working of the bank, the banks nowadays used to render many
type of services to the customer. Services is rendered by the banks to its customers is nowadays
much talked, discussed and given due importance by the government, In Reserve Bank of India
and all the scheduled commercial of the bank administrations the banker, customer may be said
like sides of the same coin and tossing probability of which is 50-50 mathematically.
Administrations are broadly utilized by individuals today in for all intents and purposes all parts
of the life from schooling to diversion, money to inexpensive food, travel to phone, notice to
entertainment mecca, statistical surveying to keep upkeep administrations, retailing to amusement
and some more. The assortment of new items that is continually being created to oblige the
expanded client needs. It gives an obvious sign of the progressions that the financial business has
gone through during the last numerous years.To cultivate comfortable relationship with the
customer, the monetary business needs to focus in on the advancement arranged improvements
that offer solace to the customer. It very well may be terms of openness by opening up an ever
increasing number of branches and client care habitats for appropriate client relationship the
executives better climate and agreeable staff for drawing in and related client internet banking
and ATM office for the comfort and some more, Thus, the fate of banking business especially

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relies on the capacity of the banks to foster cozy relationship with the client. To foster cozy
relationship with the client, the financial business needs to zero in on the innovation situated
developments that offer comfort to the client.

Today clients are offered ATM administrations, admittance to web banking and portable financial
offices and charge cards. These have raised banking past and boundaries of reality.

1.2. LIBERALISATION
Bank of India is a self-governing body, with insignificant pressing factor from the public
authority. In the mid' of 1990s, Narasimha Rao government set out on a methodology of
progression, approving not many private banks. These came to be known as New Generation
techsavvy banks, and included Global Trust Bank (the first of such new age banks to be set up),
which later amalgamated with Oriental Bank of Commerce, ICICI Bank , Axis Bank(earlier as
UTI Bank) and HDFC Bank. This move, alongside the fast development in the economy of India,
renewed the financial area in India, which has seen quick development with solid commitment
from every one of the three areas of banks, specifically, government banks, private banks and
unfamiliar banks. The following stage for the Indian banking has been set up with the proposed
unwinding in the standards for Foreign Direct Investment, where all Foreign Investors in banks
might be given democratic rights which coul The new approach shook the Banking area in India
totally. Brokers, till this time, were utilized to the 4-6-4 technique (Borrow at 4%;Lend at 6%;Go
home at 4) of working. The new wave introduced an advanced viewpoint and educated strategies
for working for customary banks. This prompted the retail blast in India. Individuals requested
more from their banks as well as gotten more. In 2007, banking in India is for the most part
genuinely develop as far as supply, item reach and reach-despite the fact that scope in country
India actually stays a test for the private area and unfamiliar banks. As far as nature of resources
and capital sufficiency, Indian banks are considered to have spotless, solid and straightforward
monetary records comparative with different banks in similar economies in its area. The Reser
The expressed strategy of the Bank on the Indian Rupee is to oversee unpredictability yet with no
proper conversion scale and this has generally been valid. With the development in the Indian
economy expected to be solid for a long while particularly in its administrations area the interest
for banking administrations, particularly retail banking, home loans and venture administrations
are relied upon to be solid. One may likewise anticipate M&As, takeovers, and resource deals.
The Reserve Bank of India allowed Warburg Pincus to construct its stake in Kotak Mahindra

3|Page
Bank (a private region bank) to 10% in march 2006.This is the first run through a financial backer
has been permitted to hold over 5% in a private area bank since the RBI reported standards ind
surpass the current cap of 10%,at present it has gone up to 74% with some restrictions.2005 that
any stake surpassing 5% in the private area banks would should be verified by them. As of late
pundits have charged that the non-government possessed banks are too forceful in their credit
recuperation endeavors regarding lodging, vehicle and individual advances. There are press
reports that the banks' credit recuperation endeavors have driven defaulting borrowers to
suicide.2005 that any stake surpassing 5% in the private area banks would should be verified by
them. As of late pundits have charged that the non-government possessed banks are too forceful
in their credit recuperation endeavors regarding lodging, vehicle and individual advances. There
are press reports that the banks' credit recuperation endeavors have driven defaulting borrowers to
self destruction.

1.3. STRUCTURE OF INDIAN BANKING INDUSTRY

Banking Industry in India capacities under the awning of Reserve Bank of India, the
administrative Central bank. Banking Industry predominantly comprises of:

• Commercial Banks
• Co-operative Banks

The business banking structure in India contains Scheduled Commercial Banks Unscheduled
Bank. Booked business Banks establish those banks, which have been remembered for the
Second Schedule of Reserve Bank of India (RBI) Act, 1934. RBI thusly remembers just those
banks for this timetable which fulfill the models set down vide area 42 (60) of the Act. Some co-
employable banks are booked business banks albeit not all co-usable banks are. Being a piece of
the subsequent timetable presents a few advantages to the bank as far as admittance to
convenience by RBI during the hours of liquidity limitations. Simultaneously, nonetheless, this
status likewise subjects the bank certain conditions and commitment towards the hold guidelines
of RBI. With the end goal of evaluation of execution of banks, the Reserve Bank of India sort
them as open area banks, old private area banks, new private area banks and unfamiliar banks .

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1.4. PRIVATE BANKS IN INDIA
Private Banks are non-joined banks. Either an individual or an overall accomplice claims private
Banks. The Indian private banks might be recorded openly. Those can be exchanged on stock
trades too. Private area banks in India hold 18.2% of the all out resources of Indian financial
industry. Private Banks in India began way back and has a set of experiences because of the way
that in the previous years they were initially working in private during those days they should
deal with the more capable and Indians with their financial administrations and other financial
necessities that they would require this exercises occurred Around 1921. During that time there
was the Bank of Bengal, Banks of Bombay, and Bank of Madras this framed the Imperial Bank
of India. By Private Banks in India fuses driving banks like ICICI Banks, ING Vysya Bank,
Jammu and Kashmir Bank, Karnataka Bank, Kodak Mahindra Bank, SBI Commercial and
International Bank, and so forth Positively, being tech-review and loaded with mastery, private
banks play had a significant impact in the advancement of Indian financial industry. They have
made banking more able and client amicable. In the technique, they have public area banks out of
fulfillment and constrained them to turn out to be more cutthroat.

1.5. HISTORY OF ICICI BANK

ICICI Bank (Industrial Credit Investment Corporation of India) was at first progressed in 1994 by
ICICI Limited, an Indian financial establishment, and was its altogether had assistant. ICICI's
shareholding in ICICI Bank was diminished to 46% through a public commitment of offers in
India in monetary 1998, a value offering as ADRs recorded on the NYSE in monetary 2000,
ICICI Bank's procurement of Bank of Madura Limited in an all-stock blend in financial 2001, and
optional market deals by ICICI to institutional financial backers in financial 2001 and financial

5|Page
2002. ICICI was outlined in 1955 at the drive of the World Bank, the Government of India and
specialists of Indian industry.The foremost goal was to make an advancement monetary
foundation for giving medium-term and long haul project financing to Indian business. During
the 1990s, ICICI changed its business from an advancement monetary establishment offering just
undertaking money to an expanded monetary administrations bunch offering a wide assortment of
items and administrations, both straightforwardly and through various auxiliaries and associates
like ICICI Bank.In 1999, ICICI become the essential Indian association and the principle bank or
money related foundation from non-Japan Asia to be recorded on the NYSE (New York Stock
Exchange).

ICICI Bank is a huge private area bank in India offering a broadened arrangement of monetary
items and administrations to retail, SME and corporate clients. The Bank has a broad
organization of branches, ATMs and other touch focuses. It is at the front line of utilizing
innovation and offering administrations through advanced channels like portable and web
banking.

The consolidation would improve an incentive for ICICI investors through the blended element's
admittance to minimal expense stores, more noteworthy freedoms for procuring charge based pay
and the capacity to take an interest in the installments framework and give exchange banking
administrations.The union would work on an impetus for ICICI financial backers through the
mixed component's permission to negligible cost stores, more imperative opportunities for
obtaining charge based compensation and the ability to look into the portions structure and give
trade banking organizations. The solidification would work on a motivating force for ICICI Bank
financial backers through a huge capital base and size of errands, predictable induction to ICICI's
strong corporate associations grew over fifty years, area into new business sections, higher slice
of the pie in various business divides, particularly charge based organizations, and permission to
the enormous capacity pool of ICICI and its helpers. The Boards of Directors of ICICI upheld the
combination of ICICI and two of its totally asserted retail finance assistants, ICICI Capital
Services Limited and Personal Financial Services Limited, with ICICI Bank in October 2001.
Financial allies of ICICI kept up with the relationship in January 2002, by the High Court of
Gujarat at Ahmadabad in March 2002, and by the High Court of Judicature at Bombay and also
the banking concern of India in Apr 2002. The Boards of Directors of ICICI and ICICI Bank
upheld the solidification of ICICI and two of its totally guaranteed retail finance helpers, ICICI
Personal Financial Services Limited and ICICI Capital Services Limited of ICICI Bank in
October 2001. Monetary benefactors of ICICI maintained and association in January 2002, by the
High Court of Gujarat at Ahmadabad in March 2002, and In April 2002, by the High Court of

6|Page
Judicature in Mumbai and the Reserve Bank of India in.

Resulting to the consolidation, the ICICI gathering's financing and banking tasks, both discount
and retail, have been coordinated in a solitary element. ICICI Bank began as a completely
claimed auxiliary of ICICI Limited, an Indian monetary establishment, in 1994. After four years,
when the organization offered ICICI Bank's offers to general society, ICICI's shareholding was
diminished to 46%. In the year 2000, ICICI Bank offered made a value offering as ADRs on the
New York Stock Exchange (NYSE), subsequently turning into the main Indian organization and
the principal bank or monetary foundation from non-Japan Asia to be recorded on the NYSE. In
the following year, it obtained the Bank of Madura Limited in an all-stock blend. Later in the
year and the following financial year, the bank made optional market deals to institutional
financial backer. With an adjustment of the corporate design and the growing contest in the
Indian Banking industry, the administration of both ICICI and ICICI Bank were of the
assessment that a consolidation between the two elements would end up being a fundamental
advance. It was in 2001 that the Boards of Directors of ICICI and ICICI Bank endorsed the blend
of ICICI and two of its entirely possessed retail finance auxiliaries, ICICI Personal Financial
Services Limited and Capital Services Limited.

1.6. RECENT GROWTH IN ICICI BANK

ICICI Bank Ltd, joined in the year 1994, is a financial organization, having a market cap of Rs
472,633.80 Crore. ICICI Bank Ltd. key Products/Revenue Segments incorporate Interest and
Discount on Advances and Bills, Income From Investment, Interest a lot On Balances with RBI
and Other Inter-Bank Funds for the year finishing 31-Mar-2020.The Bank has announced
Standalone Non Performing Assets (Gross NPAs) at .00 % of all out resources and Standalone
Net Non Performing Assets (Net NPAs) at .00% of all out resources for the quarter finishing 30-
06-2021.For the quarter finished 30-06-2021, the association has definite a Consolidated Total
Income of Rs 38,852.60 Crore, down 10.93 % from last quarter Total Income of Rs 43,621.29
Crore and up 2.41 % from the last year same quarter Total Income of Rs 37,939.32 Crore. The
bank has announced net benefit after duty of Rs 4,747.42 Crore in most recent quarter.The bank's
top administration incorporates Mr.Girish Chandra Chaturvedi, Mr.Lalit Kumar Chandel, Mr.S
Madhavan, Mr.B Sriram, Mr.Hari L Mundra, Mr.Radhakrishnan Nair, Mr.Uday Chitale,
Ms.Vishakha Mulye, Mr.Anup Bagchi, Ms.Neelam Dhawan. Mr.Sandeep Bakhshi, Ms.Rama
Bijapurkar, Mr.Sandeep Batra. It has Walker, Chandiok and Co.LLP as its auditoRs As on 30-06-

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2021, the organization has a sum of 692.50 Crore shares remarkable.

Throughout the most recent few years, ICICI Bank has gone on vacation to sort a portion of its
issues. It is back on the development track. The bank has figured out how to beat market
assumptions by far on practically all key boundaries. Net benefit is up 31% to Rs 1,900 crore,
contrasted with market appraisals of Rs 1,700 crore. The market was working in a 19 percent
development however net benefit has hopped significantly because of a 30 premise focuses (bps)
ascend in net revenue edge (NIM) to three percent. In the course of the most recent couple of
years, ICICI Bank's NIM has slacked other private banks, yet in this quarter the bank has shown
considerable improvement. After a break, the bank has returned to zeroing in on the retail section
just securitized credits like auto and home. On the corporate side, ICICI Bank is just seeing
gathering working capital necessities of organizations and subsidizing ventures will every one of
the imperative clearances. Contrasted with the earlier year's comparing quarter, the credit
portfolio has grown 17%, while consecutively it has extended three percent. While in FY12 the
bank has developed in accordance with industry, this year it is hoping to develop at 20%. As per
Emkay Global, "An enormous piece of the consecutive advance development would be retail in
nature (it has added 200 branches in Q4). Both standard HDFC Bank and YES Bank have
announced material improvement in their retail book during Q4 FY12." Noninterest pay
additionally hopped 35% yet expense pay has stayed level. This is a reason for worry, as the bank
has developed its organization.

While productivity has hopped significantly on better returns and higher exchanging pay (Rs 160
crore), store development has been quieted at 13%, down two percent from the comparing year
past quarter. This has additionally assisted the keep money with working on its edges as the
expense of assets has stayed stable however progresses have become quicker. The Casa (current
record and investment account) proportion keeps on excess sound at 43%. The bank's awful
resources have likewise shown generous improvement more than a few quarters. Supportability
of the NIM at current levels will decide the nature of benefits. Moreover, if the bank needs to
keep on developing advances, it should further develop store preparation. This might prompt
some cannibalization of the Casa section, which will mean the expense of assets will increment.
While development of 20% appears to be conceivable, the key switches will be edges and cost of
assets.

BRANCHES & ATMS

ICICI Bank has a wide organization both in Indian and abroad. In India the bank has 1,420

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branches and around 4,644 ATMs before. Discussing unfamiliar nations, ICICI Bank has made
its quality felt in 18 nations - United States, Singapore, Bahrain, Hong Kong, Sri Lanka, Qatar
and Dubai International Finance Center and agent workplaces in Indonesia, Thailand, United
Arab Emirates, China, South Africa, Bangladesh and Malaysia. The Bank gladly holds its
auxiliaries in the United Kingdom, Russia and Canada out of which, the UK auxiliary has set up
branches in Belgium and Germany.

• Personal Banking Deposits

▪ Loans
▪ Cards
▪ Investments
▪ Insurance
▪ De-mat services
• NRI Banking Money Transfer
▪ Bank accounts
▪ Investments
▪ Property solution
▪ Insurance
▪ Loans
• Business Banking Corporate Net Banking
▪ Cash management
▪ Trade services
▪ FX online
▪ Sms services
▪ Online tax
▪ Custodial service

PRIVATIZATION

Of bank Banks are in news these days for one explanation or the other. One normal hold back in
such reports being that banks are wiped out, not feasible and they need changes. In the interim,
the public authority has reported its choice to lessen its stakes in open area banks to 33%. Are the
banks truly wiped out? The appropriate response is No. Public area banks are making benefits.
Indeed, even the misfortune making banks like UCO bank have turned the corner this year. Why

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this objection? It isn't the conventional resident of India who is crying himself/herself rough
about open area banking. Common people are content with the banks, ranchers are content with
the banks, and little industrialists do need the banks to contact them to an ever increasing extent.
In this load of areas the recuperation rate is extremely high. (According to a RBI report in 1999,
the recuperation of little and medium advances is just about as high as 67%.) Compared to 1950s
and 1960s the ranchers are getting more credit. Essentially 20% of Indian ranchers have been
delivered from usury and the grip of jotedars and moneylenders. It is these individuals who
establish crores and crores of Indian individuals and they don't say anything negative about the
banks. Valid, banks have a lot of issues and individuals do have some analysis about the client
assistance yet they certainly don't have any desire to see the public area banks twisted up. It is the
industrialists addressed in CII, FICCI and different chambers who gripe about open area banks. It
is they who say that Indian public area banks are not sufficient in client care, they are not giving
satisfactory credit, and that they have a larger number of methodology and frameworks than
required. These individuals likewise need their cash moved in seconds from stock trade to stock
trade. For some odd reason, these are exactly the same individuals who would prefer not to repay
the bank advances. They search each niche and corner of law books and resolutions to look for
the remotest conceivable approach to evade reimbursement of credits. They have prevailed with
regards to discovering such escape clauses in the Banking Companies Act.

THE SECRECY CLAUSE

There is a mystery provision in the Act which engages a financial organization to disguise the
sums put away by it as terrible credits. The awful credits are those which couldn't be reimbursed
because of the ideas of business cycle or because of normal cataclysms and so on There is no
reason for seeking after the recuperation of such advances as such borrowers don't have any way
to reimburse. Such obligations are set up off account books and recorded as broad use and banks
need not distribute these. This condition has been taken advantage of as far as possible by the
Indian modern and business class to cover their plunder of bank reserves. For this business as
usual to become more clear, we need to go a bit further into the construction and organization of
banks. At the point when banks were nationalized in 1969, a National Banking Corporation and a
different financial assistance were proposed to foster the vital HR to manage the banks. Rather
the public authority decided not to upset the old administrative arrangement of these banks. At
the point when these banks were under private administration, their family members and
associates, uncommonly prepared to serve their business houses, were in the highest levels of this
load of banks. Other than the leading body of the executives of each bank was to be reconstituted

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with chiefs drawn from people in general. Drawn from public was a code word in light of the fact
that lone lawmakers, industrialists and different financial specialists discovered their entrance
into the board under the affection of ‗social administration'. In this manner it was discovered that
people from modern houses like Tatas, Birlas, and Singhanias and so on had sufficient clout to
serve on the loads up of different public area banks many occasions over. What happens when
these entrepreneurs sit on the leading body of different public area banks? They tracked down a
bright method to redirect public cash. That was done twoly. One to elevate faithful officials to
enter positions in banks and haven them with the goal that they could endorse any measure of
advance. Second, to redirect cash through advance benefits.

FACILITIES OF ICICI BANK

• Tax payers to choose the important challan from NSDL site.

• Taxpayers to enter their PAN/TAN/Assessee code as appropriate. There will be an online
keep an eye on the legitimacy of the PAN/TAN/Assessee code entered.
• If PAN/TAN/Assessee code is legitimate the citizen will be permitted to top off other
challan subtleties like bookkeeping head code/Major head code under which installment is
made, name and address of PAN/TAN and furthermore select ICICI Bank through which
installment is to be made.
• On accommodation the information entered an affirmation screen will be displayed. In the
event that the citizen affirms the information entered in the challan, it will be coordinated
to the net-banking site of ICICI Bank.
• The citizen will login to the ICICI Bank web banking webpage with the User id/Password
given by the ICICI Bank (Retail Internet Banking).
• Taxpayer to enter installment subtleties and approve the installment.
• On fruitful installment a challan will counterfoil be shown containing CIN, installment
subtleties and Bank name through which e-installment has been made. This counterfoil is
evidence of installment being made. You can likewise sign in to download your
Direct/Indirect Tax installment affirmation for most recent three months of installments
made through ICICIBank.com from eTax challan connect in Bank Accounts segment.

BILL PAYMENT

To take care of your bills through the Bill Pay office, you should simply to finish a
straightforward one time enlistment for each biller. No really entering charging subtleties each
time you take care of your bills! We offer you this office in two modes relying upon the biller:

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• PRESENTMENT TYPE BILLER
For these billers, the biller will introduce the bills in your record for installment.
All you need to do is:
- One time for biller in your Login and Register.
- View your bills from the following charging cycle.
- Pay your definite bill sum you can likewise set up Standing Instructions online to take
care of your common bills, naturally. The Standing Instructions can likewise be changed
by signing into your record.
• PAYMENT TYPE BILLER
For these billers you can take care of your bills whenever it might suit you according to the
charging cycle.
All you need to do is:
- One time for biller in your Login and Register.
- Pay any sum according to your bill
- You can likewise set up standing directions for repeating installments. With ICICI Bank
you need not visit booking reservation focuses any more. You would now be able to
purchase your train tickets on the web and pay utilizing our Internet Banking Facility. For
this ICICI Bank has restricted with IRCTC. Visa office through portable the apparatuses
and the cycles are as follow

CUSTOMER APPLICATION FORM

Incorporated programming where the entire information is gathered. Wide scope of offering.
Strategically pitching and Feedback structures.

Client applications structure Bank gathers every one of the information from client application
structure and gets the customized data to know which item to offer to which client. This cycle
helps in gathering the information and knowing what the client needs.

CONCENTRATED SOFTWARE WHERE THE WHOLE DATA IS COLLECTED

The information gathered through client application structures is accessible at one worker and can
be gotten to whenever, anyplace. Thus, this aides in the further interaction of tweaked
contributions and strategically pitching.

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WIDE RANGE OF OFFERING

In the wake of gathering the information from the client, group chooses what item to offer to
which client. On the off chance that the bank remembers you as a significant client then, at that
point is offers a more altered help.

CROSS SELLING

It alludes to offering another item from the assistance offering of the bank to the client which he
has not gone for. For instance assuming client has investment account with the bank, they offer
him a protection, fixed stores and so forth This relies upon the worth of the client to the bank.
Strategically pitching isn't offered to each client. It relies upon how steadfast the client is to the
bank. The more business he allows us, the more are his shots at being uncommon administrations
advertised. ICICI Bank Loans against Securities, in relationship with ICICI Securities Ltd.
presents to you the office that empowers you to sell your swore shares online This office assists
you with exploiting value developments in the offers against which you have profited of an ICICI
Bank advance. You can exit at the best cost anytime. The office is likewise accessible on shares
in your demat accounts with different storehouses. The deal continues will be credited to your
advance record in the wake of deducting administration charges and all material duties according
to winning TDS rules. New Delhi, Nov. 23: In a transition to serve Non Resident Indian (NRI),
ICICI Bank, biggest private area bank of India, reported the 'Fixed Rupee' settlement office. This
will empower the NRIs to send the specific Rupee add up to India, as the conversion scale is
affirmed at the hour of starting the settlement. This help is accessible on ICICI Bank's online cash
move stage Money2India.com. Hailing the 'Fixed Rupee' administration ICICI Bank
representative said, We at ICICI Bank have consistently had faith in offering client driven
arrangements and we are enchanted to introduce Fixed Rupee office on Money2India.com. He
further said, This office will be accessible from key geologies like US, UK, Singapore, Australia,
Hong Kong, Canada, France and Germany. As this assistance gives imaginative arrangement, for
example, on the spot swapping scale relevant at the hour of settlement, it will empower the clients
to choose the specific measure of settlement.

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1.7. OVERVIEW OF THE INDUSTRY
• ICICI Bank dispatched 'ICICIStack', the most complete computerized foundation
accessible in the financial business in India. It empowers a great many retail clients and
organizations to proceed with continuous financial administrations carefully, without
visiting any bank office.
• 'InstaBIZ' is the country's first advanced financial stage that helps the independently
employed portion and organizations to attempt practically the entirety of their financial
exchanges in a single spot. It permits clients to benefit more than 115 items and
administrations in an advanced and secure way on their cell phone and on the Bank's web
banking stage.
• ICICI Bank's versatile financial application, iMobile, offers more than 270
administrations. The application has arisen as the pioneer among versatile banking
applications in India in a report by Forrester, a marquee American exploration firm.
• Over 88% of bank account exchanges were done through computerized channels during
financial 2020.
• Network of more than 21,000 branches and ATMs at March 31, 2020.
• The Best Company to Work For Today Business magazine positioned ICICI Bank in the
BFSI area for the fourth year straight as the 'Best Company to Work For'.
• India's first 'Net Zero Energy - Platinum' appraised assembling ICICI Rural Self-
Employment Training Institute initiated India's first IGBC* evaluated 'Net Zero Energy -
Platinum' working in Jodhpur.
• 520,000 ICICI Foundation for Inclusive Growth has gifted more than 520,000 oppressed
people till March 31, 2020.

1.8 ICICI AWARDS - 2021

• ICICI Bank in FE Best Banks Awards 2019-2020 has been announced as the 'Best Private
Sector Bank'. The honors are coordinated by Financial Express, part of the Indian Express
gathering, in relationship with its information accomplice EY. ICICI Bank has been
perceived as the champ, based on its scoring on five standards - strength and adequacy,
credit quality, productivity, development and effectiveness.

14 | P a g e
• ICICI Bank's in-house lawful group was declared the champ in the 'Advanced Solutions'
class at the FT Innovative Lawyers 2021 Awards. The Bank was perceived as a
component of the rundown of generally inventive in-house legitimate groups in Asia
Pacific, ready by Financial Times, a global business paper.

• ICICI Bank won various honors at Business Today-KPMG Best Bank Awards. The Bank
was decreed the victor in the 'Bank of the Year' classification. This is the greatest honor in
the Annual Awards program of Business Today. We likewise won honors in the 'Best in
Talent and Workforce Management' and 'Best in Fintech Engagement' classifications.

• ICICI Bank was declared as the 'India Bond House' at the IFR Asia Awards, 2020. The
honors are coordinated by IFR Asia, a Hong Kong based supplier of capital business
sectors knowledge.

• ICICI Bank won 5 honors at the Indian Banks' Association (IBA) Banking Technology
Awards in 2021. The Bank was proclaimed victor in three classifications to be specific,
'Best utilization of IT and Data Analytics', 'Best Payments Initiative' and 'Best Fintech
Adoption', while it was declared sprinters up in 'Best Digital Financial Inclusion' and
'Best Technology Bank of the Year' classifications.

• ICICI Bank has been perceived as 'India's Coolest Workplace' by 'Business Today'
magazine in the Banking, Financial Services and Insurance (BFSI) area. This positioning
is a consequence of the yearly review - 'India's Coolest Workplaces' . This is the fifth year
straight that the Bank has been positioned the awesome organizations in the BFSI area.
The Bank remained at the fourth situation in the general rundown of top 25 organizations.

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CHAPTER 2

16 | P a g e
2.1. RESEARCH DESIGN

TITLE OF THE STUDY

A Study on The Effectiveness Of Services Provided To Private Banking Customers Of ICICI

Bank.

SCOPE OF THE STUDY

The extent of the Banking administrations is immense and consistently extending. This current
work endeavors to consider the client's insight towards the administrations.

• To survey the degree of client steadfastness in ICICI banking administrations.

• To survey the degree of consumer loyalty of the nature of administration given by the ICICI
banks.

• To survey the degree of security impression of the clients in ICICI banks.

• To survey the degree of responsiveness of the clients in ICICI banks.

• To survey the degree of nature of administration gave to the clients in ICICI banks.

2.2. RESEARCH METHODOLOGY

Data Type Primary Data

Sample unit Students, Customers, Businessman, Housewives

Sampling Type Simple Random

Sampling Sample Size 30

Research tool Survey

Type of Research Descriptive Research

Data Collection Method Questionnaire

17 | P a g e
Area Bangalore

RESEARCH DESIGN

Any exploration to be fruitful requirements a decent examination plan. The examination depends
on their data gathered through survey technique by reaching the respondents by direct meeting
strategy.

2.3. DATA COLLECTION

Little and Medium Enterprises and Business Banking The little and medium endeavors (SME)
portfolio includes openings to organizations with a turnover of up to 2.50 billion. The Bank's
spotlight in these organizations is on defined and customized based loaning, which is granular
and very much collateralized.

ICICI Bank offers its SME and business banking clients a wide range of arrangements tending to
their developing business needs like redid contributions, quicker turnaround time, and exchange
comfort, ideal admittance to capital and cross-line exchange and unfamiliar trade items. Giving
advanced arrangements is at the center of the commitment, with the scope of putting spreading
over client on boarding, installments and assortments, loaning and cross-line exchanges. The
Bank has fostered a few items and arrangements with advanced as the medium to make an
incentive for the SME and business banking portion. A wide scope of loaning arrangements have
been created which are offered carefully without the need to visit a branch or submit actual
records. The Bank has additionally advanced mark based record execution to guarantee quicker
handling. Clients can benefit got overdraft credit extension up to 20.0 million dependent on their
Goods and Services Tax (GST) returns and without the need to submit budget reports.

WHOLESALE BANKING

The Wholesale Banking Group has a profound client establishment which incorporates top
business houses, huge private area organizations, monetary foundations and banks, public area
endeavors, and government divisions and substances. Over the most recent couple of years, the
group has fostered an exceptionally solid establishment across MNCs and trendy administrations
organizations. The group has additionally settled an establishment in the monetary support's
space with unique spotlight on private value reserves and their investee organizations.

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CHAPTER 3

19 | P a g e
3.1. COMPANY PROFILE

VISION

• To be the main supplier of monetary administrations in India and a significant worldwide

bank.
• To guarantee most financially savvy power for supported development of India.
• To give perfect and green capacity to got fate of kinsmen
• Constituent partners and partners.
• To persistently overhaul and update information and range of abilities of its HR.
• To accomplish greatness in each movement we embrace

MISSION

• Expand the wildernesses of our business all around the world.

• Play a proactive job in the full acknowledgment of India's latent capacity.
• Maintain elevated expectations of administration and morals.
• Creating an incentive for our partners.
• To guarantee most practical force for supported development of India.
• To give perfect and green capacity to got eventual fate of comrades.
• To accomplish greatness in each action we attempt

3.2. ORGANIZATION STRUCTURE

• Retail banking will be banking in which banking foundations execute exchanges
straightforwardly with purchasers, as opposed to partnerships or different banks.
Administrations offered incorporate investment funds and conditional records, contracts,
individual advances, check cards, and Visas.
• Wholesale banking is the arrangement of administrations by banks to any semblance of
Mortgage Brokers, enormous corporate customers, medium sized organizations, land
engineers and financial backers, global exchange finance organizations, institutional
clients, (for example, benefits assets and government substances/offices), and
administrations offered to different banks or other monetary foundations.
• Project finance is the medium-to long haul financing of foundation and mechanical

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 ventures dependent on the projected incomes of the task as opposed to the monetary
records of the undertaking supports.
• Special resources the executives The administration of a customer's ventures by a
monetary administrations organization, generally a speculation bank. The organization
will contribute for the benefit of its customers and give them admittance to a wide scope
of customary and elective item contributions that would not be to the normal financial
backers.
• An International Banking Facility (IBF) is a different record set up by a U.S. bank, or a
US branch/auxiliary of an unfamiliar bank, or an Edge Act Corporation in the United
States to offer administrations to just non-US occupants and foundations. The
administrations offered incorporate store and credit administrations. (Note, an IBF isn't
really a different legitimate substance.)
• Corporate bank A record at a monetary organization that incorporates checking
administrations, Visas, charge cards, edge advances, the programmed clear of money
adjusts into a currency market store, just as business administrations.

3.3. COMPETITORS

BANK EMPLOYEES FUNDING REVENUE

ICICI BANK 131,232 $3.7B $20.1B

SBI 245,652 $3.4B $52.3B

HDFC 120,093 $5.3B $14.1B

AXIS 78,307 $6.8B $6B

KOTAK 71,000 $1.8B $7.7B

INDUSLND 30,674 $925M $4.8B

FEDERAL 12,592 $123M $2.1B

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 BANK OF 82,886 $600M $12.1B
BARODA

Table 3.1: Competitors Information

3.4. FUTURE PROSPECTS

• Installment administrations to certain standard utilities
• Demat-related data
• Own records subsidizes move
• ICICI will likewise utilize WAP innovation for undertaking on-line exchanges If you
have an ICICI Phone Banking Relationship Number (under which your records are
connected to the ICICI Call Center for ICICI Phone Banking), similar records will be
connected for Mobile Commerce. On the off chance that you don't have an ICICI Phone
Banking Relationship Number, you can determine the record numbers and your ICICI
Credit Card Number to be connected for SMS.

22 | P a g e
CHAPTER 4

23 | P a g e
4. DATA ANALYSIS
1. Do you have a financial balance in ICICI Bank?

Interpretation: All the respondents have their ledgers with ICICI Bank.

2. What sort of record do you keep up with?

Interpretation: 57% respondents are keeping up with Savings account with bank and 23% of them
are keeping up with Current record.

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3. From how long do you have account with the Bank?

Interpretation: 80% of the respondents are holding their record for over a half year while 15% of
them are holding represent between 3-6 months and just 5% respondents have ledgers for under
90 days.

4. Is it accurate to say that you are happy with the loan costs charged by Bank on your?

Interpretation: 80% of the respondents are happy with the loan costs charged on their stores.

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5. Do you utilize Credit Card given by the Bank?

Interpretation: 82% of the respondents utilize the charge card office of ICICI Bank.

6. Is it true that you are happy with Credit Card installment strategies?

Interpretation: 62% of the respondents are happy with Mastercard installment strategy while
13%of the respondents are not fulfilled and 25% respondents are impartial.

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7. Have you taken any credit from the Bank?

Interpretation: 86% of the respondents have taken credit from Bank.

8. Is it accurate to say that you are happy with the financing costs charged on Loan?

Interpretation: 52% of the respondents are happy with the financing costs charged on the Loans
while 42% of the respondents are not fulfilled and 6% of them are neither fulfilled nor
disappointed.

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9. Do you utilize ATMs?

Interpretation: 96% of the respondents are utilizing ATM administrations given by bank.

10. Is it true that you are happy with versatile financial offices given by the bank?

Interpretation: 82% of respondents are happy with the financial offices given by ICICI Bank and
just 2% of them are disappointed.

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11. What do you feel about by and large help nature of the Bank?

Interpretation: 8% of the respondents felt that nature of administrations given by ICICI Bank is
acceptable while 58% felt awesome and just 34% of them felt administrations are great.

12. It is safe to say that you are happy with Internet Banking Facilities?

Interpretation: 64% of the respondents are happy with Internet banking office and 12% are
neither fulfilled nor disappointed.

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13. Is it accurate to say that you are happy with approaches and strategies of the bank?

Interpretation: 22% of respondents are happy with the approaches and strategies of ICICI Bank
while 74% are unbiased.

14. Will you prescribe your bank to other people?

Interpretation: 92% of the respondents consent to prescribe ICICI Bank to other people.

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4.1. PRODUCTS AND SERVICES BANKING ACCOUNTS

4.1.1. ACCOUNT

ICICI Bank offers a wide scope of banking records, for example, Current, Saving, Life Plus
Senior, Recurring Deposit, Young Stars, Salary Account and so forth customized for each client
sections, from kids to senior residents. Comfort and straight forwardness to get to are the
advantages of ICICI Bank accounts.

• YOUNG STARS ACCOUNT

An extraordinary entryway for kids to get the hang of banking rudiments, oversee individual
accounting records and have loads of fun.

• BANK@CAMPUS

This understudy banking administrations gives understudies admittance to their record subtleties
at the snap of a mouse. Furthermore, the understudy gets a check book, charge card and yearly
articulations.

• SAVINGS ACCOUNT

Accommodation is the situation with ICICI bank's investment account. Regardless of whether it
is an ATM/check card, simple withdrawal, simple advance choices or web banking, ICICI bank's
saving record consistently keep you in contact of cash.

• FIXED DEPOSITES

ICICI Bank offers a scope of store answers for address shifting issues at each phase of life. It
offers a scope of residencies and different elements to suit all prerequisites.

4.1.2. INSURANCE

The ICICI bunch offers a scope of protection items to cover shifting requirements going from
life, annuities and well being, to home, engine and travel protection. The Products are made
available to clients through a wide organization of guides, banking accomplices, corporate
specialists and agents with the additional comfort of having the option to purchase on the web.

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 • LIFE INSURANCE

The ICICI bunch gives the numerous life coverage items through ICICI Prudential Life Insurance
Company.

• GENERAL INSURANCE

The ICICI bunch gives the many general protection items like engine, travel and home protection
through ICICI Lombard General Insurance Company.

4.1.3. LOANS

ICICI bank offers a scope of stores answers for address fluctuating issues at each phase of life. It
offers a scope of residencies and different elements to suit all necessities.

• HOME LOANS

The No. 1 Home Loans Provider in the country, ICICI Bank Home Loans offers some brilliant
advantages to its clients - Doorstep Service, Simplified Documentation and Guidance all through
the Process. It's truly simple!

• PERSONAL LOANS

ICICI Bank Personal Loans are not hard to get and absolutely trouble free. With least
documentation you would now be able to get an advance for a sum up to Rs. 15 lakhs.

• VEHICLE LOANS

The No. 1 agent for:-

- Car loans

Organization of in excess of 2500 divert accomplices in more than 1000 areas.

Tie-ups with all driving auto producers to guarantee the best arrangements.
Adaptable plans and fast preparing is the principle benefits are here.

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 - Two wheelers loans

Money office up to 90% of the On Road Cost of the vehicle, repayable in

advantageous reimbursement choices and agreeable tenors from a 6 months to 36
months.

4.1.4. CARDS

ICICI Bank offers an assortment of cards to suit diverse value-based necessities. Its reach
incorporates Credit Cards, Debit Cards and Prepaid cards. These cards offer you comfort for
monetary exchanges like money, withdrawal, shopping and travel. These cards are generally
acknowledged both in India and abroad.

• CREDIT CARD

ICICI Bank Credit Cards give you the office of money, comfort and mastermind of advantages,
anyplace on the planet. These advantages range from lifetime free cards, Insurance benefits,
worldwide crisis help administration, limits, utility installments, travel limits and substantially
more.

• DEBIT CARD

The ICICI Bank Debit Card is a progressive type of money that permits clients to get to their
ledger nonstop, all throughout the planet. The ICICI Bank Debit Card can be utilized for
shopping at more than3.5 Lakh dealers in India and 24 million traders around the world.

• TRAVEL CARD

ICICI Bank Travel Card. the Hassel free approach to venture to the far corners of the planet.
Going with US Dollar, Euro, Pound Sterling or Swiss Francs; Looking for security and comfort;
take ICICI Bank Travel Card. Given in copy. Offers the Pin based security. Has the comfort of
utilization of Credit or Debit card.

4.1.5. INVESTMENT PRODUCTS

Alongside Deposit items and Loan contributions, ICICI Bank helps you to oversee yits funds by
giving different venture choices going from ICICI Bank Tax Saving Bonds to Equity Investments
through Beginning Public Offers and Investment in Pure Gold.

ICICI Bank works with following speculation items:

• Government of India Bonds

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 • Investment in Mutual Funds

• Initial Public Offers by Corporate

• Investment in " Gold"

• Foreign Exchange Services

• Senior Citizens Savings Scheme

4.1.6. TRADE SERVICES

ICICI Bank offers online settlements just as internet preparing of letters of credit and bank
ensures.

4.1.7. ASSET MANAGEMENT

Prudential ICICI Asset Management Company offers a wide scope of retail shared asset items
custom fitted to suit changed danger and development profiles.

4.1.8. CASH MANAGEMENT

ICICI Bank offers a total Range Of exceptionally altered answers for overseeing both the
assortments and installments prerequisites of customers by utilizing innovation. Every day altered
exchanges reports and ongoing web-empowered downloads, give on-tap data working with viable
working capital administration.

4.1.9. CORPORATE BANKING

ICICI Bank offers far reaching and redid monetary answers for its corporate customers,
including rupee and unfamiliar money obligations, working capital credit, organized financing
partnership and exchange banking items and administrations.

4.1.10. INTERNET BANKING

Web banking is accessible to all ICICI Bank reserve funds and store account holders, charge
card, demat and advance clients. Web banking administration offers clients a universe of comfort
with administrations, for example, balance enquiry, exchange history, account explanation,
charge installments, and asset moves and records related assistance demands.

4.1.11. ATMS

With in excess of 2500 ATMs the nation over, ICICI Bank has one of the biggest ATM networks
in India.

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 • ATM channel upgraded for offering new administrations like cardless money withdrawals
and strategically pitch

• Simplified cycles to further develop reaction time to clients. For e.g., investment account
onboarding measure rearranged with framework driven approvals empowering constant
record opening and actuation.

4.1.12. MOBILE BANKING

Telephone banking offers 24*7 administrations across Liability, resource and speculation items to
both retail and corporate clients.

4.1.12.1. MOBILE BANKING FEATURES

• Mobile financial clients can play out the accompanying financial activities.
• Subscribe to the portable financial administrations at their monetary organization and
drop their membership whenever.
• Add or eliminate a financial balance from a rundown of accessible records oversaw
through portable help.
• Simulate exchange to attempt the framework.
• Verify the equilibrium of their financial balance.
• View the latest exchanges on their financial balances.
• Accounts oversaw through portable banking.
• Check the measure of credit accessible on their Visas.
• Obtain loans on their Visa accounts.
• Recharge their prepaid versatile records.
• Pay service bills, like power, or whatever other bill that that can be enrolled with the
monetary organization.
• Pay different administrations through reference numbers found on the bills.
• Add or eliminate a Mastercard account from the rundown of accessible exchange
assets between various records.
• Transfer assets between various records including to another clients account, or a
record in an alternate bank.

4.1.13. WHATSAPP BANKING

ICICI Bank dispatched WhatsApp Banking to empower retail clients to embrace a huge number
of banking necessities from their home when they are encouraged to remain inside in the wake of

35 | P a g e
the Covid-19. Utilizing the WhatsApp Banking administration, clients can check their investment
account balance, last three exchanges, Mastercard limit, get subtleties of pre-supported moment
advance offers and square/unblock credit and charge card in a protected way with start to finish
encryption for all messages. They can likewise get subtleties of the three closest ATMs and parts
of ICICI Bank in their area.

4.1.14. INSTABIZ

InstaBIZ is the country's first thorough and just computerized banking stage for independently
employed section and MSMEs. It gives a bunch of complete arrangements in 'one single spot'. It
permits clients to profit more than 115 items and administrations in a computerized and secure
way. The scope of administrations accessible on InstaBIZ incorporate moment overdraft office
(up to '1.5 million) and business advances, simple mass assortment and installments of assets
through different computerized modes and programmed bank compromise. Further, it is the
principal advanced financial stage to empower moment installment of GST utilizing the challan
number in a solitary snap installment. Furthermore, clients can in a flash apply for a Point-ofSale
(PoS) machine just as moment marine protection strategy. The clients can get to the
administrations of InstaBIZ on their cell phone and on the Bank's web banking stage. MSMEs,
who are not clients of the Bank, can likewise download InstaBIZ and partake in the un-resembled
comfort of industry-first arrangements.

4.1.13. NRI-BANKING

A range of administrations to deal with all NRI banking needs including stores, cash moves and
private banking.

4.1.14. MONEY 2 INDIA

A total scope of on the web and disconnected cash move answers for send cash to India.

4.1.15. PROPERTY

For a huge number of home purchasers the nation over, ICICI Bank offers incredible
arrangements on home credits as well as an abundance of master guidance. ICICI Bank offers
home hunt administration which can assist a client with distinguishing his preferred property
dependent on his financial plan and different prerequisites.

4.1.16. DEMAT ACCOUNTS

ICICI Bank's demat administrations after special provisions like e-developments, union, carefully

36 | P a g e
marked articulations, versatile solicitations and corporate advantage following.

4.1.17. RURAL BANKING

Bank offers innovation based arrangements, monetary developments and numerous conveyance
channels to meet the monetary requirements of country regions.

4.1.18. CARDLESS CASH WITHDRAWAL

The Bank dispatched the Cardless Cash Withdrawal office which permits clients to pull out cash
from its ATMs without utilizing the check card. The clients can pull out cash from more than
15,000 ATMs of the Bank by just raising a solicitation on the portable banking application,
iMobile. It very well may be utilized by clients themselves when they don't wish to convey the
check card. The day by day exchange limit just according as far as possible is set at '20,000 for
this office.

4.1.19. IBOX

This is an extraordinary self-administration conveyance office, empowering clients to gather their

expectations, for example, charge card, Visa, check book and returned checks, from a branch near
their home or office, in an issue free way. The Bank has presented this office at more than 50
branches in 17 urban communities in the country. The completely computerized measure
illuminates the client regarding the current status of their bundle, from dispatch to conveyance,
through a SMS at each stage.

4.1.20. SMART EMI

Dispatched in relationship with TranzLease, a car renting and portability arrangements

organization, SMART EMI is the cutting edge vehicle credit office that empowers clients to drive
another vehicle home at lower cost and higher comfort. Under this office, the measure of EMI
paid is a lot of lower than an ordinary vehicle advance as the assessed resale worth of the vehicle
is deducted forthright. The clients likewise have an alternative to either possess the vehicle
toward the finish of the residency by paying a concurred resale esteem or just returning the
vehicle to the renting organization. If there should arise an occurrence of such return, clients are
remunerated with uncommon reward. Additionally, the office deals with the protection and
upkeep prerequisites of the vehicle during the financing time frame.

4.1.21. iXPRESS CONNECT

ICICI Bank dispatched iXpress Connect, an entryway that empowers its corporate customers to

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distantly configuration, create, test, utilize and incorporate their frameworks with the Bank
through APIs. iXpress Connect grandstands all facilitated APIs to the clients so they can choose
the important API for their business needs. Customers can get to the gateway whenever, from
anyplace and are not reliant upon the Bank for API improvement and arrangement. iXpress
Connect makes a novel tweaked insight for every customer in getting to the Bank through APIs.

4.1.22. FD HEALTH

This Fixed Deposit (FD) offers double advantages of venture development by means of FD and
insurance through basic ailment inclusion. Clients picking this decent store likewise get a free
basic disease front of '100,000 from ICICI Lombard General Insurance Company on opening a
FD of '200,000 to '300,000 for a residency of no less than two years. The clients in the age
section of 18 to 50 years get a free protection cover for a year on 33 basic ailments.

4.2. TABLES, GRAPHS

Reason 1 2 3 4 5 Total Mean Mean

Score Score Rank

Simple Procedure &Formalities 80 28 12 37 43 585 2.67 IV

Location 91 20 64 12 03 386 1.93 I

Good Customer Service 108 31 22 18 21 413 2.06 II

Quick Process 72 40 65 11 12 451 2.25 III

Others 15 32 41 79 33 683 3.41 V

Table 4.1. REASON FOR CHOOSE THIS BANK

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Services 5 4 3 2 1 Weighted Weighted Weighed
Quality Score Average Rank
Score

Tangibility 42 31 30 52 45 573 38.2 IV

Reliability 30 67 24 41 38 651 43.4 II

Responsiveness 55 35 48 29 33 650 43.3 III

Assurance 17 31 41 39 72 482 32.1 V

Empathy 41 51 46 43 19 625 43.7 I

Table 4.2. SERVICE QUALITY ASSESMENT

4.3. CUSTOMER SATISFACTION

Consumer loyalty, a term often utilized in showcasing, is a proportion of how items and
administrations provided by an organization meet or outperform client assumption. Customer
unwaveringness is described as "the amount of customers, or level of full scale customers, whose
itemized contribution in a firm, its things, or its organizations (evaluations) outperforms showed
satisfaction destinations." In a study of almost 200 senior advertising chiefs, 71% reacted that
they found the "consumer loyalty" metric exceptionally valuable. It is viewed as a key
presentation marker inside business and is regularly essential for a Balanced Scorecard.

In a cutthroat commercial center where organizations seek clients, consumer loyalty is viewed as
a key differentiator and progressively has become a critical component of business system. Inside
associations, consumer loyalty appraisals can have amazing impacts. They center workers around
the significance of satisfying customers'expectations. Moreover, when these appraisals plunge,
they caution of issues that can influence deals and benefit. These measurements evaluate a
significant dynamic. At the point when a brand has steadfast clients, it acquires positive informal
advertising, which is both free and profoundly successful. Consequently, it is fundamental for

39 | P a g e
organizations to adequately oversee consumer loyalty. To be capable do this, organizations need
solid and agent proportions of fulfillment. In exploring fulfillment, firms for the most part find
out if their item or administration has met or surpassed assumptions. Along these lines,
assumptions are a vital factor behind fulfillment. At the point when clients have elevated
standards and the truth misses the mark, they will be baffled and will probably rate their
experience as not exactly fulfilling. Hence, an extravagance resort, for instance, may get a lower
fulfillment rating than a spending inn despite the fact that its offices and administration would be
considered prevalent in supreme terms.

The significance of consumer loyalty reduces when a firm has expanded haggling power. For
instance, phone plan suppliers, like AT&T and Verizon, partake in an industry that is an
oligopoly, where a couple of providers of a specific item or administration exist. Accordingly,
numerous wireless arrangement contracts have a great deal of fine print with arrangements that
they could never move away in case there were, say, 100 PDA plan suppliers, since consumer
loyalty would be excessively low, and clients would effectively have the alternative of leaving for
a superior agreement offer. There is a significant assortment of exact writing that sets up the
advantages of consumer loyalty for firms Purpose A business in a perfect world is persistently
looking for input to further develop consumer loyalty.

Consumer loyalty gives a main pointer of buyer buy aims and dependability. Consumer loyalty
information are among the most every now and again gathered pointers of market insights. Their
central use is twofold Within affiliations, the variety, examination and dispersing of these data
impart something explicit about the meaning of watching out for customers and ensuring that
they have a positive involvement in the organization's labor and products. In spite of the fact that
deals or portion of the overall industry can demonstrate how well a firm is performing as of now,
fulfillment is a pointer of how conceivable it is that the association's clients will make further
buys later on. Much assessment has focused in on the association between purchaser
dependability and upkeep. Studies show that the implications of fulfillment are most emphatically
acknowledged at the limits. On a 5-point scale, people who rate their fulfillment level as 5 are
committed to become return clients and may even change over for the firm. Individuals who rate
their satisfaction level as 1, strangely, are presumably not going to return.Further, they can hurt
the firm by making fulfillment negative remarks about it to imminent clients. Capacity to endorse
is a key estimation relating to customer.

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4.4. CRM AT ICICI BANK
Includes expanded correspondence between the bank and its present and planned clients. Its way
of thinking centers around every single consumer loyalty's. CRM worked with coordination of
different business capacities and numerous channel of correspondence with the clients to do
client the executives all the more proficiently. It additionally computerized the interaction stream
following in the item deals measure and created altered reports and advance strategically
pitching.

4.4.1. UNDERSTAND AND DIFFERENTIATE

Understanding clients is significant to foster a sound connection with them. Client profiling is
done to get socioeconomics, buy example and channel inclination.CRM additionally helped
ICICI in valuations of its clients to comprehend client benefit and Customer Life Tim Value
(CLV).

4.4.2. DEVELOP AND CUSTOMIZE

In a client driven business climate, the items and cycles must be as indicated by client's
necessities and inclinations. ICICI has consistently centered around creating channels of
administration conveyance as per clients need and administration assumption.

4.4.3. INTERACT AND DELIVER

To cultivate a solid client relationship ICICI guaranteed that all spaces of the bank have simple
admittance to significant, noteworthy client data and representatives ought to be prepared on the
most proficient method to utilize client data to tailor collaborations dependent on both client
needs and potential client esteem.

Acquire and Retain: CRM assisted ICICI with sorting out significant clients and made it simple
to define maintenance systems for them. It likewise helped it scope up with the adjustment of
client's life cycle and offer administrations as needs be. CRM at ICICI Bank includes expanded
correspondence between the bank and its present and imminent clients. Its way of thinking
centers around every single consumer loyalty's. Strategically pitching CRM worked with
coordination of different business capacities and numerous channel of correspondence with the
clients to complete client the board all the more effectively. It likewise robotized the interaction
stream following in the item deals measure and created redid reports and advance.

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4.5. ANALYSIS & INTERPRETATION
Investigation and Interpretation Table 4.3, Reason for choose this Bank Sources: Primary Data
The table uncovers that the positioning by the respondents towards picking this private area bank.
Area score first position (1.93) trailed by great client administrations (2.06), fast interaction
(2.25), straightforward technique and customs (2.67) and others (3.41) The area score rank (1.93)
for choosing the bank

Services Strongly Agree Agree Dis- Agree Total Score Mean

Score

Credit Card 72 98 30 358 1.79

Debit Card 67 55 78 411 2.05

Internet Banking 88 54 88 462 2.31

Demat Account 106 80 14 308 1.54

Mobile Bank 109 43 48 339 1.69

ATM 94 87 19 325 1.62

Loan Facility 26 94 80 454 2.27

Locker Facility 21 108 71 450 2.25

Money Transfer 117 30 53 336 1.68

Branch Banking 88 92 20 331 1.66

Table 4.3: OPINION ABOUT SERVICE PROVIDED BY ICICI BANK

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CHAPTER 5

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5.1. INTRODUCTION TO SWOT ANALYSIS
The general assessment of the organization's Strength, Weakness, Opportunities and Threats is
called as SWOT Analysis. The outside climate investigation of any business will offer you the
chances and dangers confronting the business. The outer climate comprises of two sections:

• STRENTH

- India's 2nd Largest Bank.

- 1st Largest Private Sector Bank.

- ICICI Bank is the second-greatest bank as far as generally resources and portion of
the overall industry.

- Revenue of ICICI Bank has Rs. 67803 Crores (US 9.5 Billion).

- ICICI Bank has 84922 Employees.

- ICICI's all out resources are Rs. 4062.34 billion and revealed a combined get-
togethers pay of Rs. 51.51 billion, in 19 nations.

- According to monetary experts, one of the significant qualities of ICICI bank is its
strong and predictable accounting report and fiscal summaries.

- In many banking and monetary administrations, ICICI bank has first-mover

advantage. ICICI Bank is India's first bank to dispatch full portable banking and
gems card arrangements.

- The bank has around 2,567 branches and 8003 ATM's in PAN India.

- ICICI Bank is India's first bank to associate way of life advantages to banking
administrations for restrictive exchanges and tie-ups with industry-driving brands.
ICICI Bank has the longest working hours and extra offices accessible at ATMs
drawing in clients.

- ICICI's promoting and ad crusades are of good extension contrasted with other
Indian banks.

- ICICI Bank Services are acceptable.

- ICICI Bank is keeping up with great Customer Relations.

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 - Employees of ICICI Bank show more politeness.

• WEAKNESS

- Customer administration for the ICICI section isn't doing great with regards to
whining goal.

- Customer debates against ICICI are high.

- The ICICI bank has the most severe obligation and advance reimbursement
projects, and premium installments programs. They enlist an outsider organization
to deal with the administration of recuperation.

- Consumer assault and badgering issues regularly emerge while recuperation and
credit installment sees are sent well before the cutoff times that trouble the clients.

- The charges for the financial activity are relatively developing.

- ICICI representatives are a bank in the most extreme pressure because of the
administration's forceful arrangements to win ahead in the race. In future years this
can bring about lower usefulness.

• OPPORTUNITIES

- In the following three years, Banking Sector development is projected to increase

at a pace of 17%.

- In provincial regions, saving in banks and putting resources into monetary items is
developing, as in excess of 62% of India's populace is as yet in rustic regions.

- ICICI Bank intends to open 1500 new branches over the course of the following
four years.

- Because of its monetary assets, ICICI will purchase little and non-performing
banks.

- ICICI bank is required to have a credit development of 20% in the coming years.

- ICICI bank holds the base amount of hidden resources.

• THREATS

- RBI permitted unfamiliar banks to put resources into Indian banking up to 74

percent.

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 - Banks in the public authority area are pushing to modernize the ability to decrease
clients moving to new age banks.

- HDFC is ICICI's greatest adversary, and other arising banks, for example, AXIS,
HSBC place a huge danger.

- NBFC and Mobile Payment Wallets are additionally arising and become
contenders of ICICI Bank.

- The miniature financing bunches have a huge offer in rustic regions.

- Though the procurement of clients is high on one hand, the unsatisfied clients are
rising and making them go to different banks.

- Emerging Technology is additionally a significant danger to the Banks.

- Crypto money is additionally a danger to banks.

5.2. RATIO ANAYSIS

Mar-18 Mar-19 Mar-20 Mar-21

FIIs 48.1 43.05 43.73 47.81

DIIs 41.56 45.41 44.58 41.7

Government 0.22 0.33 0.39 0.43

Public 10.12 11.21 11.31 10.06

Table 5.1 : ICICI Bank’s Shareholding Pattern

5.2.1. Basic Earnings Per Share (EPS)

Formula:

Basic EPS = (Net Income – Preferred Dividend) / No of Common Shares Outstanding

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It demonstrates how much cash an organization makes for each extraordinary offer.
Organizations with higher EPS are viewed as more productive. This is promptly accessible in the
Income Statement of each recorded organization.

Years March 16 March 17 March 18 March 19 March 20

EPS 17.53 15.91 12.02 6.61 14.81

Table 5.2: ICICI Bank’s past 5 years EPS trend

In 2020, we can see an expansion in EPS contrasted with 2019 get-togethers steady reduction
since 2016.

A consistent expansion in the EPS figure is viewed as a decent sign for the organization. The
most ideal approach to frame a superior assessment is by contrasting something very similar and
its rivals.

- Contrasting ICICI Bank's Basic EPS and other private banks of India

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We can see that HDFC Bank's EPS is undeniably more than some other private bank in this
examination. Kotak Bank displays a steady ascent while Axis bank has fluctuating EPS figures.

5.2.2. Net Profit Margin

Formula:

Net Profit of margin = 100 * (Net Profit ⁄ Total revenue)

Net overall revenue is a solid marker of an organization's prosperity. It estimates how much
benefit is created as a level of deals/income. This makes examination of at least two
organizations conceivable paying little mind to their size.

By following the patterns in its net overall revenue, we can have an image of the organization's
working capacity.

Years March 16 March 17 March 18 March 19 March 20

NP Margin 18.42 18.60 14.63 7.90 13.23

Table 5.3: ICICI bank’s past 5 years Net Profit margin

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The previous five-year net overall revenue doesn't appear to be extremely energizing. We can see
the net revenue went up from 7.90% in 2019 to 13.23% in 2020. In any case, the presentation was
better in the earlier years in 2016 and 2017. We can say that the organization is working on its
activities and are getter better at dealing with their costs.

- How about we view how did ICICI Bank's rival individual during a similar period.

Hub Bank has a fluctuating net revenue. Though HDFC Bank and Kotak Bank show a consistent
increment. It implies that they are productively changing over their deals into benefits.

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5.2.3. Return on Capital Employed (ROCE)

Formula:

ROCE = Income Before Interest and Taxes/Capital Employed

This is a drawn out benefit proportion that actions how effectively an organization is utilizing its
capital.

It is utilized to perform pattern examination for an organization. A higher ROCE is consistently

an ideal. It demonstrates if an organization is utilizing its capital well. It is a helpful measurement
to analyze benefit across a few organizations in an industry.

Years March 16 March 17 March 18 March 19 March 20

ROCE 3.46 3.75 3.10 2.39 2.60

Table 5.4: ICICI bank’s five-year ROCE trend

We see that the bank isn't showing improvement over the thing it was completing five years back.
Notwithstanding, there is a slight expansion in 2020's ROCE contrasted with 2019. We should
analyze other bank's presentation in the course of the most recent five years to comprehend who
has performed better.

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ICICI bank's ROCE has diminished after some time. While HDFC Bank has produced a
predictable ROCE. DCB Bank's exhibition is lower than different banks which makes it a less-
best alternative for financial backers.

5.2.4. Net Interest Margin

Formula:

Net Interest Margin = Average Total Assets / (Interest Returns – Interest Expense)

Banks give around 3% financing cost on saving records and 6% on fixed stores. They acquire
interest on different credits they issue to their customers. For instance, vehicle credits, home
advances, schooling advances.

The distinction between what banks give and what they acquire as revenue is Net Interest. In case
it is positive, we can infer that the bank's tasks are beneficial. In case it is negative, we can say
that the bank isn't productive.

Years March 16 March 17 March 18 March 19 March 20

NIM 2.75 2.64 2.48 2.64 2.91

Table 5.5: ICICI Bank’s Net Interest Margin of the past 5 years

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We can notice a slight improvement in the net edge rate. The shift shows that the bank is
attempting to produce more income from loan fee contrasts. Allow us to contrast ICICI bank's net
revenue edge and its rivals from the year 2016 to 2020.

HDFC Bank and Kotak Bank have the best net revenue edges. While ICICI Bank is working
around the 2.5% imprint.

5.2.5. Non-Performing Assets (NPA)

Non-Performing Assets are the ones that stop to create pay for the bank.

At the point when the head or premium installments are not paid by the borrowers, the banks

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think about them as non-performing resources. Banks frequently hold a major lump of NPA. This
is a result of helpless danger the executives and loaning approaches.

Years March 16 March 17 March 18 Mach 19 March 20

NPA % 2.67 4.89 4.77 2.06 1.41

Table 5.6: non-performing asset of ICICI Bank

We can notice a sharp and ceaseless decrease in ICICI Bank's NPA. This is a positive sign
showing that the bank has worked on its danger and credit the board rehearses. We should
examine different banks and their NPA level

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There is a generally speaking and consistent decrease in NPA levels, which is a decent marker for
the area. Notwithstanding, ICICI Bank's NPA is as yet higher than its rivals.

HDFC Bank has the least NPA while Axis Bank has the most elevated NPA.

5.2.6. Return on Assets

Formula:

ROA = Net Income / Average Assets

Years March 16 March 17 March 18 March 19 March 20

ROA 1.10 1.03 0.68 0.34 0.69

Table 5.7: ICICI Bank’s five-year ROA trend

It estimates how effectively an organization can change over the cash used to purchase a resource
into benefits. This proportion estimates a bank's capacity to create gets back from the stores it
gets. ROA is critical while dissecting banks.

Their profit from resource showed a consistent decay until last year. This doesn't paint a decent
picture for the bank. It implies that the bank failed to meet expectations for quite a long time.
High NPA could be one justification low ROA.

- Allow us to analyze ICICI bank's five-year ROA and contrast them and its
rivals.

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Kotak Bank and HDFC Bank is having the best ROA. We can see that ICICI Bank and Axis bank
varied on their profits and have failed to meet expectations peers by a gigantic degree

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CHAPTER 6

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6.1. SURVEY FINDINGS
Every one of the polls were filled by the respondents in presence of the creator of the paper. This
investigation continued by distinguishing the pertinent components of clients' fulfillment towards
ATM administration of ICICI Bank.

1. Level of Customer Satisfaction w.r.t different viewpoints the review discoveries concerning
the degree of consumer loyalty with different perspectives can be displayed in the accompanying
table:

S.No Particulars Total Weighted Average Rank

Number of Sum Level of
Respondents Satisfaction

1 Promptness of the delivery of ATM 120 428 3.57 3.5

Card

2 The help quality/conduct of ATM 120 393 3.28 6

faculty/watch

3 Safety-security-Privacy 120 422 3.52 5

4 Cash Availability in ATM 120 477 3.98 1

5 Cash withdrawal (Correctness / 120 428 3.57 3.5

Promptness)

6 Quality of Notes 120 466 3.88 2

7 Availability of Pay-in-slips / 120 360 3.00 7

Deposit Envelops etc.

8 Availability of the Power Back up 120 323 2.69 10

or Generator or Inverter

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9 Location Aspect of ATMs 120 347 2.89 9

10 Sufficient number of ATMs 120 288 2.40 11

11 Sufficient number of ATMs 120 349 2.91 8

12 Overall performance of ATM 120 411 3.43 -----

Table 6.1: Level of Customers’ Satisfaction with Various Aspects

The above table 6.1 demonstrates that the normal degree of fulfillment of ATM clients is more
than impartial state which is indicated by 3 regarding every one of the angles with the exception
of adequacy of number of ATMs in the city, area viewpoint, accessibility of force reinforcement
and objection book at ATM corner, where the mean score was found under 3. Hence these
viewpoints need more consideration and shows great extent of progress. Further, based on
weighted aggregate, positioning is done against different parts of ATM to know which viewpoint
contributes the most towards boosting the fulfillment and which one gives an adverse
consequence.

6.2. KEY RISKS IMPACTING OF ICICI BANK

• CRISIS AND CATASTROPHE RELATED RISKS

- RISKS: Emergencies in the idea of monetary occasions, monetary dangers, geo-political
strains, normal cataclysms, environmental change and wellbeing pandemics could
influence the Indian economy or the economies of nations where the Bank works. The
worldwide monetary emergency in 2008 and the worldwide flare-up of the Covid-19
pandemic are occasions that have altogether affected the Indian economy and
organizations and have made new difficulties for banks. These emergencies could
likewise prompt ensuing changes parents in law, guidelines and strategies, which could
influence the Bank's business as a general rule, its activities, its items and benefits and
could diminish productivity
- MITIGANTS: The Bank centers around building abilities on a continuous premise to
react to such occasions, including normal disasters and pestilences. The reaction could be
through different channels including fortifying the monetary situation of the Bank by
keeping a solid accounting report and guaranteeing sufficient cushions in capital and

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 liquidity, persistently improving danger the executives rehearses in credit and activities,
business coherence arranging, skilling workers, and fabricating or making substitute
framework offices and other such reactions.

• MACROECONOMIC UNCERTAINTIES
- RISKS: Improvements in the Indian economy could really affect development and worth
creation in the Bank's business. The Bank's essence in worldwide business sectors
additionally opens it to chances from worldwide turns of events. Vulnerabilities exist
because of India's high reliance on worldwide raw petroleum, capital prerequisites,
advancing strategies and economical occupation creation. These dangers are elevated
taking into account the Covid-19 pandemic.
- MITIGANTS: The Bank intently screens advancements in the worldwide and Indian
economy. It has a devoted group for checking and assessing the effect of macroeconomic
patterns. The Bank has a set up Country Risk Management Policy which tends to the
recognizable proof, estimation, checking and detailing of nation hazard. The Bank's
danger group ceaselessly screens all areas just as corporates inside the areas and nation
chances.

• CREDIT
- RISKS: The Bank's center business is loaning which opens it to different kinds of credit
hazards, particularly disappointment in reimbursements and expansion in non-performing
advances. The Bank's advance portfolio incorporates retail credits and corporate advances
which are defenseless against financial dangers. These dangers are elevated considering
the Covid-19 pandemic. Banks in India are liable to coordinated loaning necessities that
might make extra dangers. Further, lawful and administrative changes and progressively
severe prerequisites in regards to non-performing advances and provisioning for such
advances could likewise be a danger.
- MITIGANTS: The credit-related perspectives in the Bank are principally administered
by the Credit and Recovery Policy supported by the Board of Directors. The Bank
measures, screens and oversees credit hazards at an individual borrower level and at the
portfolio level. Over the most recent couple of years, the Bank has refined and reinforced
its structure for overseeing fixation hazard, incorporating cutoff points and edges
concerning single borrower and gathering openness. Cutoff points have been set up for

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 borrower bunch dependent on turnover and history and on lower appraised borrowers.
Further, the Bank has sought after a system of building a granular and broadened portfolio
and loaning to better appraised corporates. The Bank's endeavors are fortified through
institutional systems like the Insolvency and Bankruptcy Code and Credit Bureaus.

• MARKET AND LIQUIDITY

- RISKS: Development in financing costs, unfamiliar trade rates, credit spreads and value
costs could affect the Bank's net revenue edge, the worth of the exchanging portfolio, pay
from depository activities and the nature of the advance portfolio. These dangers are
elevated taking into account the Covid-19 pandemic. Banks in India are dependent upon
legal liquidity proportion necessity, capital and liquidity prerequisites that primarily opens
them to financing cost dangers and liquidity hazards. Further, stores are a significant
wellspring of subsidizing which are essentially present moment in nature and banks face
the danger of resource responsibility befuddles if not turned over by investors.
- MITIGANTS: The Investment Policy, Asset Liability Management Policy and
Derivatives Policy, supported by the Board of Directors, oversee the depository exercises
and the related dangers and contain the cutoff points structure. The Asset Liability
Management Committee which incorporates the MD and CEO, wholetime chiefs and
senior leaders occasionally audits the Bank's business profile and its effect on resource
risk the board. The Market Risk Management Group screens key boundaries on an
intermittent premise and suggests changes in arrangements, cycles and strategies.
Building a solid obligation establishment is a center key concentration for the Bank.

• OPERATIONAL
- RISKS: There is a risk of hardship coming about in light of lacking or bombarded inside
cycles, people or structures or from outside events. This could fuse deception or other bad
behavior by laborers or pariahs, unapproved trades by delegates and outcasts, mis-
uncovering or nonreporting concerning lawful, genuine or managerial itemizing and
disclosure responsibilities, practical missteps including authoritative and record-keeping,
and structure disillusionments.
- MITIGANTS: The Bank has set up a total course of action of inside controls, structures
and technique to screen trades, key back-up frameworks and to accept standard chance
organizing. The organization and framework for supervising practical perils is portrayed

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 in the Operational Risk Management Policy embraced by the Board of Directors.

• TECHNOLOGY
- RISKS: Quick mechanical developments and the growing dependence on advancement,
gotten together with the steady digitization of banking practices have introduced banks to
a huge gathering of new perils like obsolete nature of IT systems, IT adaptability and
business congruity, development trader and untouchable risks, mixed up or inadequate
data fortifications, lacking change the leaders practices, deficient character and access the
board inciting unapproved induction to IT structures, spending attacks in IT projects,
managerial resistance and other significant issue. Misalignment among business and IT
frameworks is also a significant risk.
- MITIGANTS: Quick mechanical new developments and the growing dependence on
advancement, gotten together with the consistent digitization of banking practices have
introduced banks to an enormous gathering of new risks like obsolete nature of IT
systems, IT adaptability and business congruity, development vendor and outcast risks,
mixed up or inadequate data fortifications, lacking change the leaders practices, deficient
character and access the board provoking unapproved permission to IT structures,
spending attacks in IT projects, authoritative disobedience and other significant issue.
Misalignment among business and IT frameworks is also a significant risk.

• CYBER RISK
- RISKS: Quick mechanical developments and the growing dependence on advancement,
gotten together with the steady digitization of banking practices have introduced banks to
an enormous gathering of new perils like obsolete nature of IT structures, IT adaptability
and business congruity, development trader and untouchable risks, mixed up or
inadequate data fortifications, lacking change the chiefs practices, deficient character and
access the board provoking unapproved induction to IT systems, spending attacks in IT
projects, managerial disobedience and other significant issue. Misalignment among
business and IT frameworks is moreover an impressive risk.
- MITIGANTS: Quick mechanical new developments and the growing dependence on
advancement, gotten together with the steady digitization of banking practices have
introduced banks to a huge gathering of new risks like obsolete nature of IT systems, IT
adaptability and business congruity, development dealer and pariah risks, mixed up or

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 inadequate data fortifications, lacking change the leaders practices, deficient character and
access the board provoking unapproved induction to IT structures, spending attacks in IT
projects, regulatory disobedience and other significant issue. Misalignment among
business and IT frameworks is furthermore an impressive risk.
• COMPLIANCE
- RISKS: The environment for money related establishments is seeing extraordinary
changes guardians in law, rules and authoritative methodologies. This could construct the
risks of obstruction and authoritative exercises as fines, restrictions or various
endorsements for instances of regulatory frustrations. The powerlessness to agree to
proper rules by laborers, delegates, trained professionals, pariah expert centers either in or
outside the course of their organizations, may achieve solicitations or assessments by
managerial and approval experts either against the Bank, or its agents, its representatives,
subject matter experts and untouchable expert communities.
- MITIGANTS: The Bank has a committed consistence group that ceaselessly screens new
turns of events and updates the Bank's senior administration on their suggestions. All
pertinent gatherings in the Bank assemble abilities on a continuous premise to have the
option to react to administrative changes in a period bound way. The Bank additionally
effectively partakes in discussions and warning gatherings for the improvement of
approaches in the monetary area. The Bank tries to have a solid consistence culture driven
by the association's administration. There are wellarticulated strategies as to set of
principles, informant grumblings, redressal instrument for protests and commitment with
specialists and thirdparty sellers. The Bank likewise benchmarks and looks to embrace
industry-best practices.

• REPUTATION
- RISKS: Any adverse exposure emerging because of genuine or affirmed direct including
loaning practices and credit openings, the degree of non-performing advances, corporate
administration, administrative consistence, sharing or deficient security of client data and
activities taken by the public authority, administrative bodies and analytical offices could
affect the Bank's standing. It can likewise affect the Bank's capacity to draw in or hold
clients and open it to prosecution and administrative activity.
- MITIGANTS: The Bank has a Reputation Risk Management Group which distinguishes,
surveys and screens the danger as per characterized strategies and methods. Further, the

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 Bank has very much expressed approaches on different perspectives including business
direct, representative lead, consistence, IT and other pertinent recognized regions that
might actually make notoriety chances for the Bank.

• EMPLOYEE
- RISKS: The capacity to draw in, propel and hold gifted experts and the accessibility of
talented administration is basic for the achievement in executing the Bank's methodology
and contending adequately. The deficiency of key senior chiefs or qualified youthful
experts and inability to supplant them in a period bound way could affect the business.
- MITIGANTS: The Bank has a worker driven incentive of Saath Aapka (which signifies
'With You') that focusses on learning, meritocracy and care for its representatives. The
Bank has set up strong projects and strategies that give freedoms to workers to assemble
authority capacities.

• INTERNATIONAL
- RISKS: The Bank has a presence in various abroad locales, through its branches and
auxiliaries, which can open it to an assortment of administrative, legitimate and business
difficulties and increment the intricacy of dangers. Upgraded guidelines in these nations
could prompt extra investigation. There could likewise be hazards emerging from political
changes in these wards.
- MITIGANTS: The Bank's system for global business is generally focussed on India-
connected freedoms. There is a committed group directing the dangers related with its
branches inside the Bank's Risk Management Group. Further, explicit groups have been
set up at neighborhood wards to get a groundlevel comprehension of country explicit
administrative and business prerequisites. The Bank's Compliance Group supervises
administrative consistence at the abroad branches, International Financial Service Center
(IFSC) and abroad financial units.

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6.3. FINDINGS
• Majority of the respondents are unmarried male.
• The respondents have a place with the age gathering of 25-35 years were they have
development in their life.
• Bulk of respondents are from rural family and family unit.
• Most of the respondent's falls under the pay level is underneath Rs 20,000 every month
and are having financial balance in over 6 years.
• Respondents are goes under the class of investment funds financial balance.
• Most of the respondents are dealt with their issues are lacking direction.
• The fulfilled of the respondents are administration nature of private financial area.

6.4. OBJECTIVES
• Show your clients you esteem them
- Although numerous organizations rush to pacify clients who voice grumblings, a business
that pre-emptively endeavors to fulfill the client establishes a far superior connection.
This thought of the client's conclusions can cultivate devotion over the long haul and
mean recurrent A consumer loyalty review exhibits the worth you put on your client's
involvement in your organization deal
• Show your clients you esteem them
- A consumer loyalty review shows the worth you put on your client's involvement in your
organization. Albeit numerous organizations rush to pacify clients who voice objections, a
business that pre-emptively endeavors to fulfill the client establishes a stunningly better
connection. This thought of the client's suppositions can cultivate reliability over the long
haul and mean recurrent deal.
• Be advantageous for clients
- A review that is long, hard to grasp or cumbersome in any capacity is rude of the client's
time. Clients that are sufficiently charitable to remove time from their day to help you
better your business ought to be remunerated with a study that is straightforward, finished
and return.
• Lead to change
- After client reviews have been finished and drifts have been broke down, the organization

64 | P a g e
 should follow up on what the outcomes have uncovered. In the event that your overview
information demonstrates that your site is hard to explore, make a move toward getting
the site design changed. In the event that clients have voiced worries that your
merchandise exchange is unreasonable, return to and change it if vital. Overviews that
don't inspire changes in the organization send an unfortunate message about the
organization's obligation to client assistance.

Significance Satisfaction is clear when you understand that, without clients, you don't have a
business. A solitary unsatisfied client can send more business away from your organization than
10 fulfilled clients. The more you center around client maintenance and client care, the more long
haul business you'll get. It's awesome to zero in on consumer loyalty methodologies, regardless of
how enormous or little your organization is.

Understanding the necessities of the client is basic. A business relationship, actually like some
other relationship, depends on the two individuals getting their necessities met. Regardless sort of
business you are in, all clients need exactly the same thing. They need to feel invited and valued
by you and your staff. They would prefer not to get the feeling that they are simply being utilized
by you for cash. Little cooperations like "Much obliged" and a decent grin can go far toward
consumer loyalty. Ensure your representatives work with similar standards.

A major piece of consumer loyalty is unwavering quality. In the event that clients generally
expect a specific method of conduct from you and your workers, you ought to convey it to them
every single time. Clients need to have the option to depend on you. They expect steady
conveyance times (if appropriate) and support. Via preparing your representatives to treat all
clients with a similar regard, your clients will all have a similar involvement in your organization,
which will build consumer loyalty. Be straightforward when you don't meet assumptions.

Consumer loyalty is at its most significant when something turns out badly in the chain of
conveyance. Regardless of whether a client was twofold charged or didn't get what she requested,
your representatives need to deal with the circumstance with the most extreme consideration.
Your worker ought to apologize and find ways to correct the circumstance. The expression "the
client is in every case right" is at the center of a decent consumer loyalty procedure. It doesn't
make any difference whether the client misread the directions or committed the error; your
representative should find ways to fulfill the client. Consumer loyalty is the establishment of a
decent business.Fulfilled clients sick take an incredible establishment for return business, and
they may likewise
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get their companions and partners. Recollect that clients are the core of any business. Keep them
fulfilled, and urge them to educate their companions regarding their encounters with your
business.

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 6.5. SUGGESTIONS
Bank needs to direct the promoting project to convey the data about the accessibility of different
present day bank administrations to the client and banks has embraced client mindfulness
program as a piece of satisfaction of the commitment towards social obligation. Banks can notice
a particular day on consistently, as the day of "client meet". The brokers to invite ideas and
grievances from the clients could use this gathering as a chance. After deals administrations like
convenient remaining portion about the development of term store sending client bookkeeping
explanation expeditiously, crediting interest on postponed assortment of checks and so forth
Expanding the quantity of conveyance channels like ATM, charge card, Mastercard, branch
banking, portable bank, cash move and storage office and so on A Bank should offer better and
different types of assistance to fulfill their necessities.

They should give legitimate and well disposed reaction from staff to customers, appropriate data by
the banks.

Quicker help must to be given. The study examination and understanding uncovers that among 200
respondents, greater part of the respondents are happy with the help given by this bank

• Suggestions of the Study

- Both Public Sector and Private Sector Banks will propel all age gatherings to benefit
administrations for their own utilization to upgrade their financial exercises.
- All business banks will offer significance to the ladies clients to profit administrations.
- Banks will separate itself with ends of the week and broadened working.
- Increasing the quantity of conveyance channels like ATM, charge card, Visa, branch
banking, portable bank, cash move and storage office and so forth
- They should give legitimate and amicable reaction from staff to customers, appropriate
data by the banks. Quicker help must to be given.

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 6.6. CONCLUSION

The investigation uncovers that financial administrations and consumer loyalty is a truly challenging
angle to gauge. Unpredictable market, maintenance of client is vital and getting business from
this area distinguished as a troublesome assignment. Conveying better help quality shows up than
be an essential for accomplishment of any assistance organization. As portable banking turns out
to be more common, presently a day's clients are assessing banks dependent on their "high touch"
factors than on their "cutting edge' factors in the vast majority of the creating economy like India.
The financial business is turning out to be increasingly more mind boggling as the consequence
of advancement and globalization. With forceful advertising methodologies for creating the
business openings, banks have created imaginative items, keeping in see the requirements of
various classes of individual client.

ICICI Bank is one of the biggest private area bank in India. Fame of the bank is obvious from the
Survey done previously. From examination it is inferred that individuals for the most part lean
toward ICICI Bank for Savings account needs due to its appealing loan costs and agreeable
reimbursement framework. Extensively less measure of individuals lean toward this bank for
keep up with current records because of bulky documentation. ICICI is an enhanced bank and has
broadened its activities into various regions like shared assets, protection and so on ICICI bank is
known for its quality administrations and fantastic client care which is exceptionally clear from
this study clients are progressively going educated and subsequently ICICI bank has likewise
buckled down in this area. By and large, ICICI bank is the favored bank by most extreme
individuals in private area.

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6.7. REFERENCES

• https://en.m.wikipedia.org/wiki/ICICI_Bank
• https://en.m.wikipedia.org/wiki/Bank
• https://www.icicibank.com/
• https://www.samco.in/
• Sugnadhi.R.K. (2003), CRM, (New Age International Publishers)
• PrernaDawar (2013) - “A Study on Factor Affecting Customer Satisfaction in Banking
System" Journal of business the board Vol.4

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THANKYOU

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