“A RESEARCH ON GROWTH OF BANKING SECTOR IN

INDIA”

A PROJECT SUBMITTED TO

UNIVERSITY OF MUMBAI FOR PARTIAL COMPLETION

OF THE DEGREE OF MASTER IN COMMERCE
(ADVANCED ACCNTING )

SUBMITTED BY

ANKITA SANTOSH UPADHYAY

ROLL NO. 109

UNDER THE GUIDANCE OF

PROF. PRASANNA CHOUDHARI

RAJESTHANI SAMMELEN

GHANSHYAM DAS SARAF COLLEGE OF ARTS &

COMMERCE

S.V ROAD, MALAD (W),

MUMBAI-400064

NOVEMBER 2022

1
 DECLARATION

I THE UNDERSIGNED Miss. ANKITA SANTOSH UPADHYAY HERE BY,

DECLARE THAT THE WORK EMBODIED IN THIS PROJECT WORK
TITILED “A Research on Growth of Banking Sector in India ”.
FORMS MY OWN CONTRIBUTION TO THE RESECH WORK CARRIED
OUT UNDER THE GUIDANCE OF PROF. PRASANNA CHOUDHARI. IS A
RESULT OF MY OWN RESEARCH WORK AND HAS NOT BEEN
PREVIOUSLY SUBMITTED TO ANY OTHER UNIVERSITY FOR ANY
OTHER DEGREE/DIPLOMA TO THIS OR ANY OTHER UNVERSITY.

WHEREVER REFRENCE HAS BEEN MADE TO PREVIOUS WORK OF

OTHERS, OT HAS BEEN CLEARLY INDICATED AS SUCH ARE
INCLUDED IN THE BIBLIOGRAPHY.

I HERE BY FURTHER DECLARE THAT ALL INFORMATION OF THIS

DOCUMENT HAS BEEN OBTAINED AND PRESENTED IN ACCORDANCE
WITH ACADEMIC RULES AND ETHICAL CONDUCT.

CERTIFIED BY SIGNATURE OF STUDENT

PROF. PRASANNA CHOUDHARI ANKITA UPADHYAY

2
 GHANSHYAMDAS SARAF COLLEGE OF ARTS & COMMERCE

R.S. CAMPUS, S.V. ROAD MALAD(W), MUMBAI-400064

CERTIFICATE

This is to certify that Miss. Ankita Santosh Upadhyay Has Worked and
duly completed her Project Work for the degree of Master in Commerce
(ADVANCED ACCOUNTING) under the Faculty of Commerce in the
subject of ADVANCED ACCOUNTS and her project is entitled “A
Research on Growth of Banking Sector in India (ICICI)” under my
supervision

I further certify that the entire work has been done by the learner under my
guidance and that no part of it has been submitted previously for any
Degree or Diploma of my University.

It is her own work and facts reported by her personal findings and
investigations.

PROJECT GUIDE Principal Sign

Prof. Prasanna Choudhari

--------------------------

EXTERNAL GUIDE Seal of the

DATE College

3
 ACKNOWLEDGMENT

To list who all have helped me is difficult because they are so numerous
and the depth is so enormous.

I would like to acknowledge the following as being idealistic channels

and fresh dimensions in the completion of this project.

I take this opportunity to thank the University of Mumbai for giving me

chance to do this project.

I would like to thank my I/C Principal, Dr. Ashwat Desai , for

providing the necessary facilities required for completion of this project.

I take this opportunity to thank our Course Coordinator Dr. Lipi

Mukherjee, for her moral support and guidance.

I would also like to express my sincere gratitude towards my project

guide PROF. Prasanna Choudhari Whose guidance and care made the
project successful.

I would like to thank my College Library, for having provided various

references Books and magazines related to my project.

Lastly, I would like to thank each and every person who directly or
indirectly helped me in the completion of the project especially my
Parents and Peers who supported me throughout my project.

4
 EXECUTIVE SUMMARY

ICICI bank was originally promoted in 1994 by ICICI ltd, an Indian financial
institution, and was its wholly owned subsidiary. ICICI’s shareholding in ICICI
bank was reduced to 46% through public offering of shares of India in
fiscal1998, an equity offering in the form of ADRs listed on the NYSE in fiscal
2000, ICICI bank’s acquisition of bank as Madura limited in an all-stock
amalgamation in fiscal 2001, and secondary market sales by ICICI to
institutional investors in fiscal 2001 and fiscal 2002. ICICI was formed in 1955
at the initiative of the world bank, the government of India and representatives
of Indian industry. The principal objective was to create a development
financial institution for providing medium-term and long-term project financing
to Indian businesses

ICICI bank is India’s second largest financial services company headquartered

in Mumbai, Maharashtra. It offers wide range of banking products and financial
services to corporate and retail customers through variety of delivery channels
and through its specialised subsidiaries in the areas of investment banking, life
and non-life insurance, ventures capital and asset management, the bank has
network of 2533 branches and 6800 ATMs in India, and has a presence in 19
countries including India.

ICICI Foundation for Inclusive Growth (ICICI Foundation) was founded by the
ICICI Group in 2008 to give focus to its efforts to promote inclusive economic
growth amongst low-income Indian households. The ICICI Group is a financial
service company in India with total assets of USD 75 billion at March
31, 2009. ICICI Foundation's objective allowing every individual to participate
in and benefit from the growth process and creating and supporting strong
independent organizations which work towards empowering the poor to
participate in and benefit from economicgrowth in India.

5
 INDEX

CHAPTER PAGE
TITLE OF THE CHAPTER
NO. NO.
CHAPTER NO. 1 INTRODUCTION & RESEARCH METHODOLOGY 8-25

1.1 INTRODUCTION OF BANKING 8-9

1.2 HISTORY OF BANKING IN INDIA 9-13

1.3 BANK IN INDIA 13-17

1.4 INDIAN BANKING INDUSTRY 18

RESEARCH METHODOLOGY

1.5 OBJECTIVE OF STUDY 19

1.6 IMPORTANCE OF STUDY 20

1.7 SCOPE OF THE STUDY 21

1.8 DATA COLLECTION METHOD 22

1.9 LIMITATION OF STUDY 23

1.10 SAMPLE SIZE AND METHOD OF SELECTING SAMPLE 24

CHAPTER NO. 2 LITERATURE REVIEW 25-29

CHAPTER NO. 3 COMPANY PROFILE 30-56

3.1 INTRODUCTION TO ICICI BANK 30-36

3.2 ICICI BANK TODAY 36-37

3.3 BUSINESS PROFILE 38-39

3.4 BUSINESS OBJECTIVE 40

3.5 TECHNOLOGY USE IN ICICI BANK 41-43

3.6 PRODUCTS AND SERVICES 44-56

6
 DATA ANALYSIS INTERPRETATION AND
CHAPTER NO. 4 57-72
PRESENTATION

CHAPTER NO.5 CONCLUSION AND SUGGESTION 73-78

CONCLUSION 73

SUGGESTION 74

BIBLOGRAPHY 75

APPEENDIX 76-79

7
CHAPTER NO.1 INTRODUCTION & RESEARCH
METHODOLGY

1.1 INTRODUCTION OF BANKING

ICICI Bank Limited is an Indian diversified financial services company headquartered

in Mumbai, Maharashtra. It is the second largest bank in India by assets and third
largest by market capitalization. It offers a wide range of banking products and
financial services to corporate and retail customers through a variety of delivery
channels and through its specialized subsidiaries in the areas of investment banking,
life and non-life insurance, venture capital and asset management. ICICI Bank
currently has a network of 5,275 branches and 15,589 ATM's across India, and has
a presence in 17 countries, including India. The bank has subsidiaries in the United
Kingdom, and Canada: branches in United States, Singapore, Bahrain, Hong Kong,
Qatar, Oman, Dubai International Finance Centre, China, And South Africa, as well
as representative offices in Unites Arab Emirates, Bangladesh, Malaysia and
Indonesia. The company's UK subsidiary has established branches in Belgium and
Germany.

ICICI Bank is India’s largest private sector bank in market capitalization and second
largest

overall in terms of assets. The bank has a network of 1,626 branches and about 4,883
ATMs in India and presence in 18 countries. The industrial credit and investment
corporation of India limited (ICICI) was incorporated in1955 at the initiative of World
Bank, the government of India and representatives of Indian industry, with the
objective of creating a development financial institution for providing medium-term
and long- term project financing to Indian businesses.

A. Ramaswami Mudaliar selected as the first chairman of ICICI Limited

.CHANDA KOCHHAR is currently managing director and CEO of ICICI

8
 Bank. Kochhar has also consistently figured in fortune’s list of “Most
Powerful Women in Business” since 2005. KV Kamath who has was awarded
Padma Bhushan award from the Indian government in 2008 is the Non-
Executive Chairman of the Bank

1.2 HISTORY

ICICI Bank was established in 1996 by the Industrial Credit and Investment
Corporation of India, an Indian financial institution, as a wholly owned subsidiary.
The parent company was formed in 1955 as a joint-venture of the World Bank, India's
public-sector banks and public-sector insurance companies to provide project
financing to Indian industry. The bank was initially known as the Industrial Credit and
Investment Corporation of India Bank, before it changed its name to the abbreviated
ICICI Bank. The parent company was later merged into ICICI Bank.

ICICI Bank launched internet banking operations in 1998 ICICI's shareholding in

ICICI Bank was reduced to 46 percent, through a public offering of shares in India in
1998, followed by an equity offering in the form of American Depositary Receipts on
the NYSE in 2000. ICICI Bank acquired the Bank of Madura Limited in an all-
stock deal in 2001, and sold additional stakes to institutional investors during 2001-
02.In the 1990s, ICICI transformed its business from a development financial
institution offering only project finance to a diversified financial services group,
offering a wide variety of products and services, both directly and through a number
of subsidiaries and affiliates like ICICI Bank. In 1999, ICICI become the first Indian
company and the first bank or financial institution from non-Japan Asia to be listed on
the NYSE. In 2000, ICICI Bank became the first Indian bank to list on the New York
Stock Exchange with its five million American depository shares issue generating a
demand book 13 times the offer size.

In October 2001, the Boards of Directors of ICICI and ICICI Bank approved the
merger of ICICI and two of its wholly owned retail finance subsidiaries, ICICI
Personal Financial Services Limited and ICICI Capital Services Limited, with ICICI
Bank. The merger was approved by shareholders of ICICI and ICICI Bank in January

9
2002, by the High Court of Gujarat at Ahmadabad in March 2002, and by the High
Court of Judicature at Mumbai and the Reserve Bank of India in April 2002.

In 2008, following the 2008 financial crisis, customers rushed to ATM's and branches
in some locations due to rumors of adverse financial position of ICICI Bank. The
Reserve Bank of India issued a clarification on the financial strength of ICICI Bank to
dispel the rumors

In India the banks are being segregated in different groups. Each group has their own
benefits and limitations in operating in India. Each has their own dedicated target
market. Few of them only work in rural sector while others in both rural as well as
urban. Many even are only catering in cities. Some are of Indian origin and some are
foreign players. All these details and many more are discussed over here. The banks
and its relation with the customers, their mode of operation, the names of banks under
different groups and other such useful information’s are talked about. One more
section has been taken note of is the upcoming foreign banks in India. The RBI has
shown certain interest to involve more of foreign banks than the existing one recently.
This step has paved a way for few more foreign banks to start business in India.

BANKING STRUCTURE IN INDIA SCHEDULED BANKS IN INDIA

(2) Scheduled Cooperative Banks Scheduled Urban Cooperative Banks Scheduled

State Cooperative Banks Gaurav Narang B.B.A 11 Public Sector Banks Public sector
banks are those banks which are owned by the Government. The Govt. runs these
Banks. In India 14 banks were nationalized in 1969 & in 1980 another 6 banks were
also nationalized. Therefore in 1980 the number of nationalized bank 20. At present
there are total 26 Public Sector Banks in India (As on 26-09-2009). Of these 19 are
nationalized banks, 6

(STATE BANK OF INDORE ALSO MERGED RECENTLY) belong to SBI &

associates group and 1 bank (IDBI Bank) is classified as other public sector bank.
Welfare is their primary objective. Nationalized banks • Allahabad Bank • Andhra
Bank • Bank Of Baroda • Bank Of India • Bank Of Maharashtra • Canara Bank •
Central Bank Of India • Corporation Bank • Dena Bank • Indian Bank • Indian

10
Overseas Bank • Oriental Bank Of Commerce • Punjab & Sind Bank • Punjab
National Bank • Syndicate Bank • UCO Bank • Union Bank Of India • United Bank
Of India • Vijaya Bank Other Public Sector Banks IDBI (Industrial Development
Bank Of India)Ltd. SBI & its Associates • State Bank of India • State Bank of
Hyderabad • State Bank of Mysore • State Bank of Patiala • State Bank of Travancore
• State Bank of Bikaner And Jaipur (State Bank of Saurastra merged with SBI in the
year 2008 and State Bank of Indore In 2010) Private Sector Banks These banks are
owned and run by the private sector. Various banks in the country such as ICICI
Bank, HDFC Bank etc. An individual has control over their banks in preparation to
the share of the banks held by him. Private banking in India was practiced since the
beginning of banking system in India.

The first private bank in India to be set up in Private Sector Banks in India was
IndusIand Bank. It is one of the fastest growing Bank Private Sector Banks in India.
IDBI ranks the tenth largest development bank in the world as Private Banks in India
and has promoted world class institutions in India. The first Private Bank in India to
receive an in principle approval from the Reserve Bank of India was Housing
Development Finance Corporation Limited, to set up a bank in the private sector
banks in India as part of the RBI's liberalization of the Indian Banking Industry. It
was incorporated in August 1994 as HDFC Bank Limited with registered office in
Mumbai and commenced operations as Scheduled Commercial Bank in January 1995.

ING Vysya, yet another Private Bank of India was incorporated in the year 1930
Private sector banks have been subdivided into following 2 categories:-
Old Private Sector Banks • Bank of Rajasthan Ltd. • Catholic Syrian Bank Ltd. •
City Union Bank Ltd. • Dhanalakshmi Bank Ltd. • Federal Bank Ltd. • ING Vysya
Bank Ltd. • Jammu and Kashmir Bank Ltd. • Karnataka Bank Ltd. • Karur Vysya
Bank Ltd. • Lakshmi Vilas Bank Ltd. • Nainital Bank Ltd. • Ratnakar Bank Ltd. • SBI
Commercial and International Bank Ltd. • South Indian Bank Ltd. • Tamilnad
Mercantile Bank Ltd. • United Western Bank Ltd. New Private Sector Banks • Bank
of Punjab Ltd. (since merged with Centurian Bank) • Centurian Bank of Punjab (since
merged with HDFC Bank) • Development Credit Bank Ltd. • HDFC Bank Ltd. •
ICICI Bank Ltd. • IndusInd Bank Ltd. • Kotak Mahindra Bank Ltd. • Axis Bank
(earlier UTI Bank) • Yes Bank Ltd. Foreign Banks In India ABN AMRO Bank N.V.

11
Abu Dhabi Commercial Bank Ltd American Express Bank Antwerp Diamond Bank
Arab Bangladesh Bank Bank International Indonesia Bank of America Bank of
Bahrain & Kuwait Bank of Ceylon Bank of Nova Scotia Bank of Tokyo Mitsubishi
UFJ Barclays Bank BNP Paribas Calyon Bank China Trust Commercial Bank
Citibank DBS Bank Deutsche Bank HSBC (Honking & Shanghai Banking
Corporation) JPMorgan Chase Bank Krung Thai Bank

Mashreq Bank Mizuho Corporate Bank Oman International Bank Shinhan Bank
Société Générale Sonali Bank Standard Chartered Bank State Bank of Mauritius
Cooperative banks in India The Cooperative bank is an important constituent of the
Indian Financial System, judging by the role assigned to co operative, the
expectations the co operative is supposed to fulfill, their number, and the number of
offices the cooperative bank operate. Though the co operative movement originated in
the West, but the importance of such banks have assumed in India is rarely paralleled
anywhere else in the world. The cooperative banks in India play an important role
even today in rural financing.

The businesses of cooperative bank in the urban areas also have increased
phenomenally in recent years due to the sharp increase in the number of primary co-
operative banks. Co operative Banks in India are registered under the Co-operative
Societies Act. The cooperative bank is also regulated by the RBI. They are governed
by the Banking Regulations Act 1949 and Banking Laws (Co-operative Societies)
Act, 1965. Rural banks in India Rural banking in India started since the establishment
of banking sector in India. Rural Banks in those days mainly focused upon the agro
sector. Regional rural banks in India penetrated every corner of the country and
extended a helping hand in the growth process of the country. SBI has 30 Regional
Rural Banks in India known as RRBs. The rural banks of SBI are spread in 13 states
extending from Kashmir to Karnataka and Himachal Pradesh to North East.

The total number of SBIs Regional Rural Banks in India branches is 2349 (16%). Till
date in rural banking in India, there are 14,475 rural banks in the country of which
2126 (91%) are located in remote rural areas. Apart from SBI, there are other few
banks which functions for the development of the rural areas in India. Few of them
are as follows. Haryana State Cooperative Apex Bank Limited The Haryana State

12
Cooperative Apex Bank Ltd. commonly called as HARCOBANK plays a vital role in
rural banking in the economy of Haryana State and has been providing aids and
financing farmers, rural artisans, agricultural laborers, entrepreneurs, etc. in the state
and giving service to its depositors. NABARD National Bank for Agriculture and
Rural Development (NABARD) is a development bank in the sector of Regional
Rural Banks in India. It provides and regulates credit and gives service for the
promotion and development of rural sectors mainly

1.3 BANK IN INDIA

In India the banks are being segregated in different groups. Each group has
their ownbenefits and limitations in operating in India. Each has their own
dedicated target market.Few of them only work in rural sector while others in
both rural as well as urban. Manyeven are only catering in cities. Some are of
Indian origin and some are foreign players.All these details and many more is
discussed over here. The banks and its relation withthe customers, their mode of
operation, the names of banks under different groups andother such useful
information’s are talked about.One more section has been taken note of is the
upcoming foreign banks in India. The RBI has shown certain interest to involve
more of foreign banks than the existing one recently.This step has paved a way
for few more foreign banks to start business in India.

Public Sector Banks

Public sector banks are those banks which are owned by the Government. The Govt.
runs these Banks. In India 14 banks were nationalized in 1969 & in 1980 another 6
banks were also nationalized. Therefore in 1980 the number of nationalized bank 20.
At present there are total 26 Public Sector Banks in India (As on 26-09-2009). Of
these 19 are nationalized banks, 6(STATE BANK OF INDORE ALSO MERGED
RECENTLY) belong to SBI &associates group and 1 bank (IDBI Bank) is classified
as other public sector bank .Welfare is their primary objective.

Rural banks in India

Rural banking in India started since the establishment of banking sector in India.
Rural Banks in those days mainly focussed upon the agro sector. Regional rural banks

13
in India penetrated every corner of the country and extended a helping hand in the
growth process of the country. SBI has 30 Regional Rural Banks in India known as
RRBs. The rural banks of SBI is spread in 13 states extending from Kashmir to
Karnataka and Himachal Pradesh to North East. The total number of SBIs Regional
Rural Banks in India branches is 2349 (16%). Till date in rural banking in India, there
are 14,475 rural banks in the country of which 2126 (91%) are located in remote rural
areas.

Apart from SBI, there are other few banks which functions for the development of the

rural areas in India. Few of them are as follows.

14
Nationalised banks Other SBI & its Associates

• State Bank of India

• Allahabad Bank Public
• State Bank of Hyderabad
• Andhra Bank Sector
• State Bank of Mysore
• Bank Of Baroda Banks
• State Bank of Patiala
• Bank Of India IDBI
• State Bank of Travancore
• Bank Of Maharastra (Industrial
• State Bank of Bikaner
• Canara Bank Development
And
• Central Bank Of India Bank Of
Jaipur
• Corporation Bank India)Ltd.

• Dena Bank

• Indian Bank

• Indian Overseas Bank

• Oriental Bank Of

Commerce

• Punjab & Sind Bank

• Punjab National Bank

• Syndicate Bank

• UCO Bank

• Union Bank Of India

• United Bank Of India

• Vijaya Bank

15
Private Sector Banks

banking system in India. The first private bank in India to be These banks are owned
and run by the private sector. Various banks in the country such as ICICI Bank,
HDFC Bank etc. An individual has control over there banks in preparation to the
share of the banks held by him. Private banking in India was practiced since the
beginning ofset up in Private Sector Banks in India was IndusInd Bank. It is one of
the fastest growing Bank Private Sector Banks in India. IDBI ranks the tenth largest
development bank in the world as Private Banks in India and has promoted world
class institutions in India. The first Private Bank in India to receive an in principle
approval from the Reserve Bank of India was Housing Development Finance
Corporation Limited, to set up a bank in the private sector banks in India as part of the
RBI's liberalization of the Indian Banking Industry. It was incorporated in August
1994 as HDFC Bank Limited with registered office in Mumbai and commenced
operations as Scheduled Commercial Bank in January 1995. ING Vysya, yet another
Private Bank of India was incorporated in the year 1930 Private sector banks have
been subdivided into following 2 categories:-

Cooperative banks in India

The Cooperative bank is an important constituent of the Indian Financial System,

judging by the role assigned to co operative, the expectations the co operative is
supposed to fulfil, their number, and the number of offices the cooperative bank
operate. Though the co operative movement originated in the West, but the
importance of such banks have assumed in India is rarely paralleled anywhere else in
the world. The cooperative banks in India plays an important role even today in rural
financing. The businessess of cooperative bank in the urban areas also has increased
phenomenally in recent years due to the sharp increase in the number of primary co-
operative banks. Co operative Banks in India are registered under the Co-operative
Societies Act. The cooperative bank is also regulated by the RBI. They are governed
by the Banking Regulations Act 1949 and Banking Laws (Co-operative Societies)
Act, 1965.

16
Old Private Sector Banks New Private Sector Banks

• Bank of Rajasthan Ltd. • Bank of Punjab Ltd. (since merged

• Catholic Syrian Bank Ltd. with Centurian Bank)

• City Union Bank Ltd. • Centurian Bank of Punjab (since

• Dhanalakshmi Bank Ltd. merged with HDFC Bank)

• Federal Bank Ltd. • Development Credit Bank Ltd.

• ING Vysya Bank Ltd. • HDFC Bank Ltd.

• Jammu and Kashmir Bank Ltd. • ICICI Bank Ltd.

• Karnataka Bank Ltd. • IndusInd Bank Ltd.

• Karur Vysya Bank Ltd. • Kotak Mahindra Bank Ltd.

• Lakshmi Vilas Bank Ltd. • Axis Bank (earlier UTI Bank)

• Nainital Bank Ltd. • Yes Bank Ltd.

• Ratnakar Bank Ltd.

• SBI Commercial and International

Bank Ltd.

• South Indian Bank Ltd.

• Tamilnad Mercantile Bank Ltd.

• United Western Bank Ltd.

17
1.4 BANKING INDUSTRY

The Indian banking market is growing at an astonishing rate, with Assets

expected to reach US$1 trillion by 2010. An expanding economy,
middleclass, and technological innovations are all contributing to this
growth. The country’s middle class accounts for over 320 million People.
In correlation with the growth of the economy, rising income levels,
increased standard of living, and affordability of banking products are
promising factors for continued expansion.

The Indian banking Industry is in the middle of an IT revolution, focusing on the

expansion of retail and rural banking. Players are becoming increasingly customer -
The Indian banking Industry is in the middle of an IT revolution, Focusing on the
expansion of retail and rural banking. Players are becoming increasingly customer-
centric in their approach, which has resulted in innovative methods of offering new
banking products and services. Banks are now realizing the importance of being a big
playerand are beginning to focus their attention on mergers and acquisitions to take
advantage of economies of scale and/or comply with Basel II regulation.“Indian
banking industry assets are expected to reach US$1 trillion by 2010 and are poised to
receive a greater infusion of foreign capital,” says Prathima Rajan, analyst in Celent's
banking group and author of the report. “The banking industry should focus on having
a small number of large players that can compete globally rather than having a large
number of fragmented players.

18
 RESEARCH METHODOLOGY

1.5 OBJECTIVE OF THE STUDY

Objectives are the ends that states specifically how goal be achieved. Every study
must have an objective for which all the efforts have been done. Without objective no
research can be conducted and no result can be obtained. On the basis of objective all
the research process is followed. Objectives are the main aspect of every study. The
objective of the study gives direction to go through the research problem. It guides the
researcher and keeps him on track. I have two objectives regarding my research
project.

These are shown below :-

 Primary objective
 Secondary objective

1. Primary objective :-

1) To study the software used in ICICI Bank.

2) To analyze the financial statements of the corporation to assess it’s true financial
position by the use of ratios.

2. Secondary objective :-

1) To find out the shortcomings in ICICI Bank.

2) To see whether ICICI Bank is going well or not in different Area.

19
1.6 IMPORTANCE OF THE STUDY

By “FINANCIAL PERFORMANCE ANALYSIS OF ICICI Bank” we would be able

to get a fair picture of the financial position of ICICI Bank.

By showing the financial performance to various lenders and creditors it is possible to

get credit in easy terms if good financial condition is maintained in the company with
assets outweighing the liabilities.

Protecting the property of the business.

Compliances with legal requirement.

Meaning of Research: Research is defined as “a scientific and systematic search for

pertinent information on a specific topic”. Research is an art of scientific
investigation. Research is a systematized effort to gain now knowledge. It is a careful
investigation or inquiry especially through search for new facts in any branch of
knowledge. Research is an academic activity and this term should be used in a
technical sense. Research comprises defining and redefining problems, formulating
hypothesis or suggested solutions. Making deductions and reaching conclusions to
determine whether they if the formulating hypothesis.

Research is thus, an original contribution to the existing stock of knowledge making

for its advancement. The search for knowledge through objective and systematic
method of finding solutions to a problem is research. Gaurav Narang B.B.A 59
 Research Problem The first step while conducting research is careful definition of
Research Problem. “To ERR IS THE HUMAN” is a proverb which indicates that no
one is perfect in this world. Every researcher has to face many problem which
conducting any research that’s why problem statement is defined to know which type
of problems a researcher has to face while conducting any study. It is said that,
“Problem well defined is problem half solved.” Basically, a problem statement refers
to some difficulty, which researcher experiences in the context of either a theoretical

20
or practical situation and wants to obtain the solution for the same. The problem
statement here is:

1.7 SCOPE OF THE STUDY

This Study will help us to understand the consumer’s satisfaction about banking
services and products. This study will help banks to understand, how a consumer
selects, organizes and interprets the Quality of services and product offered by banks.
The market is more aware and realistic about investment and returns from financial
products. In this background this study tries to analyze the customer satisfaction to
wards banking services in general and ICICI Bank in particular.

This study is limited to the consumers with in new Delhi city. The study will be able
to reveal the preferences, needs, satisfaction of the customers regarding the banking
services, It also help banks to know whether the existing products or services they are
offering are really satisfying the customer’s needs.

Objective of the study

1. To understand the major attributes of customer satisfaction.

2. To determine the main factors influencing the level of customer satisfaction in
ICICI Bank.
3. To assess the level of customer satisfaction on the quality of provided by the
ICICI Bank.
4. To study consumer perception about the ICICI bank

21
1.8 DATA COLLECTION METHOD
The research methodology means the way by which we could complete our
prospected task. As I am inclined towards the banking sector I have taken the topic
A Research on Growth of Banking Sector in India ( ICICI). . The data source which
can be primary or secondary.

Primary Data:-
In primary data collection, the data is collected using methods such as interviews and
questionnaires, surveys and personal interaction. There are many methods of
collecting primary data (observed or collected directly from first-hand experience.).
Data used in research originally obtained through the direct efforts of the researcher
through surveys, interviews and direct observation. Primary data is costlier to obtain,
but it is also more current and more relevant to the research project.

Secondary Data:-
Secondary data refers to data that was collected by someone other than the user.
Common sources of secondary data for social science include censuses, information
collected by government departments, organizational records and data that was
originally collected for other research purposes. The secondary data is the data which
is collected from books, periodicals, newspaper, magazines, articles, etc.

The content of this project is gathered from various sources like secondary sources
like websites, reference books, etc. and primary source like surveys. Data collection
method used in this project is questionnaire method. The sample size of this
questionnaire method is 50 respondents from western sub of Mumbai.

22
1.9 LIMITATION OF STUDY

 Difficulty in data collection.

 Limited knowledge about the bank in the initial stages

 Branch manager was reluctant for giving financial data of the bank.

 The analysis and interpretation are based on secondary data contained in the
published annual reports of ICICI Bank for the study period.

 Due to the limited time available at the disposable, the study has been
confined for a period of 5 years.

 Ratio itself will not completely show the company’s good or bad financial
position.

 Inter firm comparison was not possible due to the non availability of
competitors data.

 The study of financial performance can be only a means to know about the
financial condition of the company and cannot show a through picture of the
activities of the company.

23
1.10 SAMPLE SIZE AND METHOD OF SELECTING SAMPLE
SAMPLE METHOD

Convenience sampling method is used for the survey of this project. It is non-
probability
Sample. This is the least reliable design but normally the cheapest and easiest to
conduct .In this
Method Research has the freedom to choose whomever they find, thus the name
convenience.
Example includes informal pools of friends and neighbors or people responding to a
newspaper’s
Invitation for readers to state their position on some public issue.

SAMPLE SIZE:

Sample size denotes the number of elements selected for the study. For the present
study, 50
Respondents were selected at random. All the 50 respondents were the customers of
different
Branches of ICICI Bank.

SAMPLING METHOD

A sample is a representative part of the population. In sampling technique,

information is
Collected only from a representative part of the universe and the conclusion are drawn
on that

24
CHAPTER 2. LITERATURE REVIEW

A number of studies have been conducted in India and abroad on various aspects of
banking especially retail banking. Some worthwhile studies relating to the present
topic are reviewed here. Birla Institute of Scientific the new generation banks which
are fully computerized Ali Ataullah (2004) Concluded that there is still room for
improvement in the efficiency of banks in both the countries. A step forward for the
liberalization programmer , therefore, is not only to deregulate interest rates and
enhance the level of competition but also to strengthen the institutional structure to
support good practices in the banking industry . Gupta Sumeet &Verma Renu (2008)
concluded that management of non-performing assets and risk emanating from
adverse event is the key to higher profitability of the Indian banking. Transparency
and good governance would work as principal guiding force in present scenario.
Ghosh Saibal (2009) concluded that with international standards, Indian banks would
need to improve their technological orientation and expand the possibilities for
augmenting their financial activities in order to improve their profit efficiency in the
near future. Dr. Ibrahim Syed M

(2009)60 in her comparative study of ICICI bank and SBI found that ICICI bank
perform better in staff behaviour and services than SBI. She also found that the
competitive rate and commitment make satisfied customers while hidden charges is
the reason for dissatisfaction with ICICI bank. Review of Literature 31 Herington and
in their article “Retail banking the new buzzword of today’s banking” subscribe to the
view that the retail banking has challenges along with the vast opportunities. The
ability of banks to effectively meet the challenges of retail banking and use the
opportunities profitably will determine the growth of banking. (2011) concluded that
this is diagnostic and exploratory in nature and makes use secondary data. The study

finds and concludes that the scheduled commercial banks in India have significantly
improved their operational performance. Dr. Pardhan Kumar Tanmaya (2012)
Concluded that-The study is based on primary data. The data has been analyzed by
Percentage method. The tool used to collect data from the bank officials was a
structured questionnaire. Responses obtained from the 50 Bank managers / senior

25
officers. Dr. Dhanabhakyam M &Kavitha M. (2012) studied that banks have to re-
orient their strategies in the light of their own strength and the kind of market in
which their likely to operate on. In the perspective of this domestic and international
development, the banking sector has to chart perfect for development. Gupta Shipra
(2012) concluded that- Public and Private sector banks both are giving good service in
India .Financial condition of any bank is measured by the help of financial ratio. A
leverage ratio cannot do the job alone it needs to be complemented by other prudential
tools or measures to ensure a comprehensive picture of the buildup of leverage in
individual banks or banking groups as well as in the financial system.

Sharma Esha (2012) concluded that- The liberalized policy of the govt. of India
permitted entry to the ICICI in the banking; the industry has witnessed a generation of
private players. That’s why the present paper special emphasis has been laid down on
the financial analysis of the bank by using different research ant statistical tools.
Gejalakshami Sandanam & et.al (2012) , Cocluded that the public sector banks
performed remarkably well during the period than that of the private sector banks the
overall regression analysis show that the financial performance of the banking
industries strongly . GoelCheenu&RekhiBhutaniChitwan (2013) concluded that the
analysis supports that new banks are more efficient than old ones. The public sector
banks are as not profitable as other sectors are. It means that efficiency and
profitability are inter related.

Davda V. Nishit (2012) Concluded that a review of fundamental analysis research in

accounting the paper has outlined the development of different accounting valuation
model and reviewed related emperical work . Dr. KoundalVirender (2012) concluded
that although various Reforms have produced favorable effects on commercial banks
in India and because of this transformation is taking place almost in all categories of
the banks. Sai Naga Radha V & et.al. (2013) concluded that net profit margin,
operating profit margin, return on capital employed, return on equity and debt equity
ratio there is no significant difference in these ratios before after merger. Significant
difference with respect to gross profit margin. Mishra Kumar Aswini& et.al. (2013)
Concluded that DEA provide significant insights on efficiency of different banks and
places private sector ones at an advantage situation and there by hints out the
possibility of further improvisation of most of the public sector banks. Kamraj K.

26
&Somu A. (2013) Conclude that Indian overseas bank is one of the oldest
nationalized commercial banks in India. Banking industry is an indicator of for many
development activities in the nation. Indian overseas bank has higher potential to
provide better and quality services to the billions of people in India.

Samir &Kamra Deepa (2013) Concluded that this analysis the position of NPAs in
selected banks SBI, PNB & Central bank of India. It also highlights the policies
pursued by the banks to tackle the NPAs and suggest a multi-pronged strategy for
speedy recovery of NPAs in banking sector. Selvam Paneer& et.al. (2013) Concluded
that-The Present study was aimed to analyze the financial assistance of nationalized
bank in India .To identify the relative performance of the operational variables the
linear and compound growth rates have been calculated . The performance of
nationalized banks followed by private sector banks is found to be higher when
compared to SBI and its associates and Foreign Banks.

Dr. Gupta R. & Dr. Shikarwar N.S. (2013) Concluded that the banking industry
occupies a unique place in a nation’s economy. A well-developed banking system is a
necessary precondition of economic development in a modern economy .the main
parameters of growth in banks are net profit growth , net assets growth , EPS growth
and Reserve and surplus growth and the results reveal that in terms of the parameters
defined key words : net assets ,EPS , reserves ,surplus growth . Desrani R Hiralal
(2013) Concluded that scheduled bank has wide scope in India. It is providing loans
to various industries, business mans, small scale sector industries. It is very helpful to
all people who want loan. BansalRohit (2014) Concluded that Federal has best price
earnings ratio among other banks. The total assets turnover ratio of federal bank
shows that it keeps significantly highly assets to meet the debt. Overall Federal bank
is the most financially stable company in comparison to others.

Dr. Tamilarasu A. (2014) concluded that mere opening of no-frill bank account is not
the purpose or the end of financial inclusion while formal financial institution must
gain the trust and goodwill of the poor through developing strong linkages with
community based financial ventures and cooperatives. Dr. ShuklaSmita &
MalusareRakesh Studied that this evaluates the changes in the capital structure and
solvency position of banks by using various risk indicators for highlighting risk

27
profile of Indian Bank entities . This evaluates risk profile of ten public and private
sector banks. YeboahSebe Gilbert &Mensah Charles (2014) concluded that ADB’s
focus on agriculture financing is diminishing since a sector analysis of loans and
advance indicates that agriculture sector lost its first position to service sector. The
Bank’s liquidity showed a downward and slipped trend. Ms. Gupta Shikha (2014)
Concluded that it focused on operational control, profitability and solvency etc. It
aimed to analyze and compare the financial performance of ICICI banks and offer
suggestion for improvement of efficiency in the bank. Gaur Arti&Arora Nancy (2014)
Concluded that it study about the causes and consequences of the various component
of the financial statement in relation to the profitability of the bank.

We analyzed the financial stability and overall performance of SBI and study
profitability of SBI. V. Naseer Abdul (2014) Studied that – Study compares the
financial performance and employee efficiency of Indian banks during 2007-2013.
Both the financial performance and employee efficiency of foreign banks working in
India are better than domestic banks and private sector banks performance are better
than the public sector banks. It is noted that the public sector bank performance are
more stable when compared to the private sector banks. Sharma Pooja&Hemlata
(2014) Concluded that - The banking mirrors the larger economy its linkages to all
sector make it proxy for what is happening in the economy as a whole. Banking plays
a silent yet crucial role in our day to day economy.

The data is taken from financial reports of both the banks for last five years ranging
from 2008-09 to 2013-13. The results depicts that ICICI Bank is performing better
than SBI Bank as it is Able to generate more loans from its deposits to the customers.
Soni Kumar Anil &KapreAbhay, Regional rural bank play a vital role in the
agriculture and rural development of India. The Study Is diagnostic and exploratory in
nature and makes use of secondary data. The study finds and concludes that
performance of RRBs has significantly improved. VarathanSathiya& el.at. Concluded
that- In canara bank the credit appraisal is done by the study involves the evaluation
in management, technical feasibility, financial viability, Risk analysis and credit
rating. This shows canara bank has sound system for credit appraisal. The credit
appraisal Process carried out at canara bank has good parameters to appraise.

28
Dr. RaoMadhusudhana K. (2014) Concluded that – with respect to the banking
activities the performance of HDFC is better than the SBI and for the investor who are
intended for long term investment & risk takers HDFC is better but with respect to the
growth in the market for the company price SBI is better. SBI shares value market
more than HDFC. Patel S Vijay & et.al. Concluded that information has its own value
but if someone wants to have better judgment of the concern he has to analyze them.
This provides guideline about analysis of profitability ratio of krishakbharati bank.

Gul Shah & et.al. (2014) concluded that the study has it limitation in term of selection
of banks. The present research work serve as a guideline to public sector banks to
look up the financial performance and make superior allocation for improving
efficiency for the coming time. ThakarshibhaiChiragLoryia (2014) Concluded that it
attempt to analyze profitability of selected public and private sector banks in India.
This study which looks into three key factors which affect the profitability analysis of
Indian banking sector using mean, standard deviation, and ANOVA model. Movalia
P. Nilesh&et.al (2014) Concluded that Public sector banks is quite good compared to
private sector banks in the area of profitability debt equity , earning per share found
that price earning ration of private sector banks is high compare to public sector

29
CHAPTER 3 . COMPANY PROFILE

3.1 INTRODUCTION TO ICICI BANK

1955: The Industrial Credit and Investment Corporation of IndiaLimited (ICICI)

waincorporated at the initiative of World Bank,the Government of India and
representatives of Indianindustry,with the objective of creating a development
financial institutionfor providing medium-term and long-term project financing
toIndian businesses. Mr.A.Ramaswami Mudaliarelected as the firstChairman of ICICI
Limited. ICICI emerges as the major source offoreign currency loans to Indian
industry. Besides funding from theWorld Bank andothermulti-lateral agencies, ICICI
was alsoamong the first Indian companies to raise funds from international

markets.

 1956 : ICICI declared its first dividend of 3.5%.

 1958 : Mr.G.L.Mehta appointed the second Chairman of ICICI

Ltd.

 1960 : ICICI building at 163, Backbay Reclamation, inaugurated.

 1961 : The first West German loan of DM 5 million fromKredianstalt obtained.

 1967 : ICICI made its first debenture issue for Rs.6 crore, whichwas
oversubscribed.

 1969 : The first two regional offices in Calcutta and Madras set up.

 1972 : The second entity in India to set up merchant bankingservices. : Mr. H. T.

Parekh appointed the third Chairman of ICICI.

 1977 : ICICI sponsored the formation of Housing DevelopmentFinance

Corporation. Managed its first equity public issue.

 1978 : Mr. James Raj appointed the fourth Chairman of ICICI.

30
 1979 : Mr.Siddharth Mehta appointed the fifth Chairman of ICICI.

 1982 : 1982 : ICICI became the first ever Indian borrower to raiseEuropean
Currency Units. : ICICI commences leasing business.

 1984 : Mr. S. Nadkarni appointed the sixth Chairman of ICICI.

 1985 : Mr. N.Vaghul appointed the seventh Chairman andManaging Director of

ICICI.

 1986 : ICICI became the first Indian institution to receive ADBLoans. : ICICI,
along with UTI, set up Credit Rating Information

Services of India Limited, India's first professional credit ratingagency. : ICICI

promotes Shipping Credit and InvestmentCompany of India Limited. : The
Corporation made a public issueof Swiss Franc 75 million in Switzerland, the first
public issue byany Indian entity in the Swiss Capital Market.

 1987 : ICICI signed a loan agreement for Sterling Pound 10million with
Commonwealth Development Corporation (CDC), thefirst loan by CDC for financing
projects in India.

 1988 : Promoted TDICI - India's first venture capital company.

 1993 : ICICI Securities and Finance Company Limited in jointventure with J. P.

Morgan set up. : ICICI Asset ManagementCompany set up.

 1994: ICICI established Banking Corporation as a bankingsubsidiary.formerly

Industrial Credit and Investment Corporationof India. Later, ICICI Banking
Corporation was renamed as 'ICICI

Bank Limited'. ICICI founded a separate legal entity, ICICI Bank,to undertake normal
banking operations - taking deposits, creditcards, car loans etc.

 1996 : ICICI Ltd became the first company in the Indian financialsector to raise
GDR. : SCICI merged with ICICI Ltd. : Mr.K.V.Kamath appointed the Managing
Director and CEO of ICICI ki Ltd

31
 1997 : ICICI Ltd was the first intermediary to move away fromsingle prime rate to
three-tier prime rates structure and introducedyield-curve based pricing. : The name
The Industrial Credit andInvestment Corporation of India Ltd changed to ICICI Ltd. :
ICICILtd announced the takeover of ITC Classic Finance.

 1998 : Introduced the new logo symbolizing a common corporateidentity for the
ICICI Group. : ICICI announced takeover ofAnagram Finance.

 1999 : ICICI launched retail finance - car loans, house loans andloans for consumer
durables. : ICICI becomes the first IndianCompany to list on the NYSE through an
issue of AmericanDepositary Shares.

 2000 : ICICI Bank became the first commercial bank from India tolist its stock on
NYSE.

 2001: ICICI acquired Bank of Madura (est. 1943). Bank of Madurawas a Chettiar
bank, and had acquired Chettinad Mercantile Bank(est. 1933) and Illanji Bank
(established 1904) in the 1960s. InOctober 2001, the Boards of Directors of ICICI and
ICICI Bankapproved the merger of ICICI and two of its wholly owned retailfinance
subsidiaries, ICICI Personal Financial Services Limitedand ICICI Capital Services
Limited, with ICICI Bank.

 2002 : The merger was approved by shareholders of ICICI andICICI Bank in

January 2002, by the High Court of Gujarat atAhmadabad in March 2002, and by the
High Court of Judicature atMumbai and the Reserve Bank of India in April 2002.
Consequentto the merger, the ICICI group's financing and banking Operations,both
wholesale and retail, have been integrated in a single entity.At the same time, ICICI
started its international expansion byopening representative offices in New York and
London. In India,ICICI Bank bought the Shimla and Darjeeling branches thatStandard
Chartered Bank had inherited when it acquired GrindlaysBank.

 2003 : The first Integrated Currency Management Centre launchedin Pune. ; ICICI
Bank announced the setting up of its first everoffshore branch in Singapore. ; The first
offshore banking unit(OBU) at Seepz Special Economic Zone, Mumbai, launched.

32
;ICICI Bank’s representative office inaugurated in Dubai. ;Representative office set
up in China. : ICICI Bank’s UKsubsidiary launched. ; India’s first ever "Visa Mini
Credit Card", a43% smaller credit card in dimensions launched. ; ICICI
Banksubsidiary set up in Canada. ; Temasek Holdings acquired 5.2%stake in ICICI
Bank. ; ICICI Bank became the market leader inretail credit in India. In the UK it
established an alliance withLloyds TSB. It also opened an Offshore Banking Unit
(OBU) inSingapore and representative offices in Dubai and Shanghai.

 2004 : Max Money, a home loan product that offers the dualbenefit of higher
eligibility and affordability to a customer,introduced. : Mobile banking service in
India launched in association with Reliance Infocomm. : India’s first multi-branded
credit card with HPCL and Airtel launched. : Kisan Loan Card and innovative, low-
cost ATMs in rural India launched. : ICICI Bankand CNBC TV 18 announced India’s
first ever awards recognizingthe achievements of SMEs, a pioneering initiative to
encourage thecontribution of Small and Medium Enterprises tothe growth ofIndian
economy. : ICICI Bank opened its 500th branch in India. :ICICI Bankintroduced
partnership model wherein ICICI Bankwould forge an alliance with existing micro
finance institutions(MFIs). The MFI would undertake the promotional role
ofidentifying, training and promoting the micro-finance clients and

ICICI Bank would finance the clients directly on therecommendation of the MFI. :
ICICI Bank introduced 8-8 Bankingwherein all the branches of the Bank would
remain open from8a.m. to 8 p.m. from Monday to Saturday. : ICICI Bank
introducedthe concept of floating rate for home loans in India. At the sametime, ICICI
opened a representative office in Bangladesh to tap theextensive trade between that
country, India and South Africa.

 2005 : First rural branch and ATM launched in Uttar Pradesh atDelpandarwa,
Hardoi. ; "Free for Life" credit cards launchedwherein annual fees of all ICICI Bank
Credit Cards were waivedoff. ; ICICI Bank and Visa jointly launched mChq –
arevolutionary credit card on the mobile phone. ; Private BankingMasters 2005, a
nationwide Golf tournament for high networthclients of the private banking division
launched. This event is thelargest domestic invitation amateur golf event conducted in
India. ;First Indian company to make a simultaneous equity offering of$1.8 billion in

33
India, the United States and Japan. ; ICICI acquiredInvestitsionno-Kreditny Bank
(IKB), a Russia bank with aboutUS$4mn in assets, head office in Balabanovo in the
Kaluga region,and with a branch in Moscow. ICICI renamed the bank ICICI
BankEurasia. Also, ICICI established a branch in Dubai InternationalFinancial Centre
and in Hong Kong.ICICI Bank became the largestbank in India in terms of its market
capitalization. ; ICICI Bankbecame the first private entity in India to offer a discount
to retailinvestors for its follow-up offer.

 2006 : ICICI Bank became the first Indian bank to issue hybridTier-1 perpetual
debt in the international markets. : ICICI Banksubsidiary set up in Russia. ;
Introduced a new product - ‘NRIsmart save Deposits’ – a unique fixed deposit scheme
fornonresident Indians. : Representative offices opened in Thailand,Indonesia and
Malaysia. ; ICICI Bank UK opened a branch inAntwerp, in Belgium ; ICICI Bank
became the largest retail playerin the market to introduce a biometric enabled smart
card thatallow banking transactions to be conducted on the field. A low-costsolution,
this became an effective delivery option for ICICI Bank’smicro finance institution
partners. ; Financial counseling centreDisha launched. Disha provides free credit
counseling, financialplanning and debt management services. ; Bhoomi puja
conductedfor a regional hub in Hyderabad, Andhra Pradesh.

 2007 : ICICI Bank‘s USD 2 billion 3-tranche international bondoffering was the
largest bond offering by an Indian bank. ; ICICIamalgamated Sangli Bank, which was
headquartered in Sangli, in Maharashtra State, and which had 158 branches in
Maharashtraand another 31 in Karnataka State. Sangli Bank had been foundedin 1916
and was particularly strong in rural areas. With respect tothe international sphere,
ICICI also received permission from thegovernment of Qatar to open a branch in
Doha. Also

, ICICI BankEurasia opened a second branch, this time in St. Petersburg. ;ICICI Bank
raised Rs 20,000 crore (approx $5 billion) from bothdomestic and international
markets through a follow-on publicoffer. ; ICICI Bank’s GBP 350 million
international bond offeringmarked the inaugural deal in the sterling market from an
Indianissuer and also the largest deal in the sterling market from Asia. ;Launched
India’s first ever jewellery card in association withjewelry major Gitanjali Group. ;

34
ICICI Bank became the first bankin India to launch a premium credit card -- The Visa
SignatureCredit Card. ; Foundation stone laid for a regional hub inGandhinagar,
Gujarat. ; Introduced SME Toolkit, an onlineresource centre, to help small and
medium enterprises start, financeand grow their business. ; ICICI Bank signed a
multi-tranche dualcurrency US$ 1.5 billion syndication loan agreement in Singapore.;
ICICI Bank became the first private bank in India to offer bothfloating and fixed rate
on car loans, commercial vehicles loans,construction equipment loans and
professional equipment loans. ;In a first of its kind, nation wide initiative to attract
bright graduatestudents to pursue a career in banking, ICICI Bank launched
the"Probationary Officer Programme". ;Launched Bank@homeservices for all
savings and current a/c customers residing in India ;ICICI Bank Eurasia LLC
inaugurated its first branch at StPetersburg, Russia

. 2008 : ICICI Bank enters US The US Federal Reserve permittedICICI to convert

its representative office in New York into abranch.; ICICI Bank enters Germany,
opens its first branch inFrankfurt ; ICICI Bank launched iMobile, a breakthrough
innovation in banking where practically all internet banking transactions can now be
simply done on mobile phones. ; ICICI Bank concluded India's largest ever
securitization transaction of a pool of retail loan assets aggregating to Rs. 48.96
billion (equivalent of USD 1.21 billion) in a multi-tranche issue backed by four
different asset categories. It is also the largest deal in Asia (ex-Japan) in 2008 till date
and the second largest deal in Asia (ex-Japan & Australia) since the beginning of
2007. ; ICICI Bank

launches ICICIACTIVE - Banking Interactive Service - along withDISHTV, which

will allow viewers to see information about theBank's products and services and
contact details on their DISHTVscreens. ; ICICI Bank and British Airways launch co-
brandedcredit card, which is designed to earn accelerated reward points tothe card
holders with every British Airways flight or by spendingon everyday purchases.

 2009: ICICI Bank Board appoints Mr K. V. Kamath as non- executive Chairman

and Ms Chanda Kochhar as ManagingDirector & CEO effective May 1, 2009, while
the existing non-

35
executive Chairman Mr N Vaghul retires after completing his termon April 30, 2009 ;
ICICI bank ties up with BSNL Cell One forbill payments, it will facilitate bill
payment for BSNL Cell Oneusers through www.icicibank.com across all the 27
circles ofBSNL. ; ICICI Bank Limited acting through its Hong KongBranch (ICICI
Bank) signed an agreement on Export Credit Linetotaling up to US$100 million with
the Japan Bank forInternational Cooperation (JBIC)

which constitutes theinternational wing of Japan Finance Corporation. ; ICICI

BankLimited acting through its Hong Kong Branch (ICICI Bank) signeda loan
agreement with the Export-Import Bank of China (ChinaExim) for USD 98 million
under the Two- step Buyer Credit(Export Credit) arrangement. ICICI Bank is the first
Indian Bank tohave entered into this arrangement with China Exim ; ICICI Ban k
with Singapore Airlines launched “ICICI Bank Singapore Airlines Visa Platinum
Credit Card”, the Card has exclusive privilegesespecially designed for the members. ;
ICICI Bank announced anassociation with mChek, India’s leading mobile payment
solutionsprovider, to facilitate mChek services to all ICICI Bank Debit and Credit
Card customr Chanda Kochhar took charge as the Managing Director & CEO of
ICICI BANK from May 1 2009.

3.2 ICICI BANK TODAY

ICICI Bank Limited is an Indian multinational banking and financial services

company headquartered in Mumbai, Maharashtra with its registered office in
Vadodara, Gujarat. As of 2018, ICICI Bank is the second largest bank in India in
terms of assets and market capitalisation. It offers a wide range of banking products
and financial services for corporate and retail customers through a variety of
delivery channels and specialised subsidiaries in the areas of investment
banking, life, non-life insurance, venture capital and asset management. As on March

36
31, 2018, the bank has a network of 4867 branches and 14367 ATMs across India and
has a presence in 17 countries in

ICICI Bank is one of the Big Four banks of India

The bank has subsidiaries in the United Kingdom and Canada; branches in United
States, Singapore, Bahrain, Hong Kong, Sri Lanka, Qatar, Oman, Dubai International
Finance Centre, Chin

a and South Africa and representative offices in United Arab Emirates, Bangladesh,
Malaysia and Indonesia. The company's UK subsidiary has also established branches
in Belgium and Germany.

CICI Bank Ltd., incorporated in the year 1994, is a banking company (having a
market cap of Rs 266069.09 Crore).

ICICI Bank Ltd. key Products/Revenue Segments include Interest & Discount on
Advances & Bills which contributed Rs 47942.62 Crore to Sales Value (75.61 % of
Total Sales), Income From Investment which contributed Rs 12796.88 Crore to Sales
Value (20.18 % of Total Sales), Interest which contributed Rs 1925.60 Crore to Sales
Value (3.03 % of Total Sales) and Interest On Balances with RBI and Other Inter-
Bank Funds which contributed Rs 736.09 Crore to Sales Value (1.16 % of Total
Sales)for the year ending 31-Mar-2019.

The Bank has reported a Gross Non Performing Assets (Gross NPAs) of Rs .00 Crore
(.00 % of total assets) and Net Non Performing Assets (Net NPAs) of Rs .00 Crore
(.00% of total assets).

For the quarter ended 30-06-2019, the company has reported a Consolidated Interest
Income of Rs 14431.69 Crore, up 5.16 % from last quarter Interest Income of Rs
13723.16 Crore and up 24.02 % from last year same quarter Interest Income of Rs
11637.00 Crore. The bank has reported net profit after tax of Rs 2913.45 Crore in
latest quarter.

37
3.3 BUSINESS PROFIL

Product & Service

Personal Banking

• Deposits

• Loans

• Cards

• Investments

• Insurance

• Demat Services

• Wealth Management

NRI Banking

• Money Transfer

• Bank Accounts

• Investments

• Property Solutions

• Insurance

• Loans

Business Banking

• Corporate Net Banking

• Cash Management

• Trade Services

• FXOnline

38
• SME Services

• Online Taxes

• Custodial Services

Head Office

ICICI Bank

9th Floor, South Towers

ICICI Towers

Bandra Kurla Complex

Bandra (E)

Mumbai.

Phone: 91-022-653 7914

Website: www.icicibank.com

Capital structure

The Authorized Capital of ICICI Bank is 214.75 Crores. The Issued, Subscribed and
Paid Up

Capital is divided into 1113250642 equity shares @ Rs.10/- each.

39
3.4BUSINESS OBJECTIVE
 VISSION

To be the leading provider of financial services in India and a major global bank.

 MISSION

• We will leverage our people, technology, speed and financial capital to: be the

banker of first choice for our customers by delivering high quality, world-class

service.

• Expand the frontiers of our business globally.

• Play a proactive role in the full realisation of India’s potential.

• Maintain a healthy financial profile and diversify our earnings across

businesses

and geographies.

• Maintain high standards of governance and ethics.

• Contribute positively to the various countries and markets in which we operate.

• Create value for our stakeholders.

40
3.5 TECHNOLOGY USE IN ICICI BANK

ICICI use many type of advance technological software like Pinnacle 7.0
andPinnacle7.016.Among from this software ICICI bank uses the e-
banking, core banking,mobile banking electronic display sy ICICI Bank
was using Teradata for its datawarehouse. However, due to its proprietary
hardware, the cost ofprocurement, upgradesand administration was
soaring. The closed box architecture of Teradata imposedrestrictions on
scalability. Secondly, querying and loading could not
happensimultaneously. Queries could only be run during business hours
because the loading of data had to take place during off business hours.
This meant that the refresh rate of EDWwas delayed, so queries may not
reflect the most current data. ICICI Bank was alsodependent on Teradata
for support and other activities: The bank was completely tied down to
that solution.

These issues compelled ICICI Bank to look for more efficient and
flexible solutions. Thesolution would have to address not only current
issues, but accommodate future growthexpectations and business
requirements. ICICI Bank evaluated numerous datawarehousing solutions
in the pursuit of solving its issues, and developed a shortlist ofalternatives
for its migration proof-of-concept: Sybase, SAS and Netezza. The
primary criteria for evaluation was the price-to-performance ratio where
Sybase IQ emerged theclear winner. During this rigorous testing, Sybase
IQ delivered faster results onindependent hardware and operating systems
with minimum infrastructure. Commendingthe improvements achieved,

41
Amit Sethi, Joint General Manager, ICICI bank says, "Whatimpressed us
wasthat even with overall lower costs, we could achieve significantly
betterquery performanceafter implementing the Sybase enterprise
warehouse solution." ICICI In fotech today launched an enterprise
resourceplanning (ERP) solution for the small andmedium
enterprises.The ERP package - Orion Advantage - comes bundled with an
HP dual processor Xeon server, Oracle 9i database, Windows 2003 server
and costs about Rs 9.90 lakh and has a15-user license

.An ERP package helps a manufacturer or any other business implementing it to

manage all the important parts in the company such as product planning, parts
purchasing,maintaining inventory and interacting with suppliers and customers.

ICICI Infotech officials told a press conference here today that Orion Advantage
offereda set of business practice solutions for industry segments such as engineering,
autoancillary, pharmaceuticals, chemicals and IT distribution. Besides the cost
advantage, theERP package also came pre-configured. ICICI Infotech had mapped the
processesspecific to each industry segment into the package

.Mr. Manoj Kunkalienkar, Executive Director and President, ICICI Infotech, said
thatsmalland medium enterprises (SMEs) offered a good market and ICICI Infotech
hoped to become a leading solution provider to this segment.

Mr. R.K. Kanthi, Deputy General Manager, ICICI Infotech, said there was no
ERPpackagefor the SMEs that bundled the server, database and operating system
right now.That was the advantage ICICI Infotech offered to SMEs as Orion
Advantage camebundled and preconfigured. Besides the high cost of generic ERP
packages, theirimplementation time as far as SMEs were concerned was also long.
Orion Advantage could be installed in 45 days.ICICI Infotech had signed up six
customers so far for the package and hoped to garner a15 per cent market share of the
SME segment, whose number in the country wasestimated at 2.30 lakh.

Mr. K.S. Natarajan, Managing Director, Trident Pneumatics Pvt Ltd of Coimbatore,
one of the companies that had installed Orion Advantage, said that the company had

42
triedthree other ERP packages, all of which had failed, before settling on Orion
Advantage. Mr Kunkalienkar said that ICICI Infotech planned to move the two
development centersin Chennai into a single location and double the staff strength
from 300 now in the nexttwo years.The Chennai centers were involved in research
and development of Orion ERP solutionsand Premia, an insurance package. We can
see that the how technology gives the best results in the below diagram. There
aredrastically changes seen in the use of Internet banking, in a year 2001 (2%) and in
theyear 2008 (25%).These type of technology gives the freedom to retail customers.

Centralized Processing Units  derived Economies Of Scale

Electronic Straight through  Reduced Transaction Cost

Processing

Data Warehousing CRM  Improve Cost Efficiency, Cross

Sell

Innovative Technology Application  Provide New Or Superior

Products

The country’s middle class accounts for over 320 million people. In correlation
withthegrowth of the economy, rising income levels, increased standard of living,
andaffordability of banking products are promising factors for continued expansion.

43
3.6 PRODUCT AND SERVIECS

PERSONAL BANKING

Loan Product Deposit Product Investment &

Insurance

• Auto loan • Savings A/C  Mutual Funds

 Bonds
• Loan against • Current A/C
 Knowledge Centre
security • Fixed Deposits  Insurance

• Loan against • Demat A/C  Equit And

Derivatives
property • Safe Deposit
 Mudra Gold Bar

• Personal loan Lockers

• Credit card

• 2- wheeler loan

• Commercial

vehicles finance

• Home loans

• Retail business

banking

• Tractor loan

• Working capital

44
Finance

• Construction

• Equipment finance

• Health care finance

• Education loan

• Gold loan

Cards Payment Services Access To Bank

 Net banking
 Credit Card  Net Safe
 One View
 Debit Card  Merchant
 InstaAlert Mobile
 Prepait  Prepaid Refill
 Banking
 Product And  Bill Pay
 Phone Banking
Services  Visa Bill Pay
 Email Statements
 Trade Services  InstaPay
 Branch Network
 Forex Services  Direct Pay
Branch Locater  Visa Money
 RBI Guideliness transfers
 E-Monies
Electronic Fund
Transfer
 Online Payment
Of Direct Tax

WHOLESALE BANKING

45
Corporate Small and Medium Financial
Institutions
Enterprises
And Trusts

 Funded Services • Funded Services • Clearing Sub-

 Non Funded Services Membership
• Non Funded
 Value Added Services
• RTGS Sub-
 Internet Banking Services
Membership
• Specialized Services
• Fund Transfer
• Value Added
• ATM Tie- Ups
Services
• Corporate Salary
• Internet Banking A/C

• Tax Collection

Financial
Institutions

Mutual Funds

Stock Brockers

Insurance
Companies

Commodities
Business

Trusts

46
 NRI SERVICES

Accounts & Deposits Remittances

• Rupee Saving A/C North America

• Rupee Current A/C • Uk

• Rupee Fixed Deposits • Europe

• Foreign Currency Deposits • South East Asia

• Accounts For Returning Indians • Middle East

• Africa

• Others

Quick Remit

India Link

Check Lock Box

Telegraphic/ Wire Transfer

Fund Transfer Cheques/Dds/Tcs

Investment & Insurances Loans

• Mutual Funds • Home Loans

• Insurance • Loans Against Securities

• Private Banking • Loans Against Deposits

• Portfolio Investment Scheme • Gold Card Credit

47
Payment Services Access To Bank

• Net Safe • Net Banking

• Bill Pay • One View

• InstaPay • InstaAlert

• DirectPay • ATM

PRODUCTS

ICICI Bank offers wide variety of Deposit Products to suit your requirements.
Coupled

with convenience of networked branches/ ATMs and facility of E-channels like

Internet

and Mobile Banking, ICICI Bank brings banking at your doorstep. Select any of its

deposit products and provide your details online and their representative will contact
you

for Account Opening.

SAVING ACCOUNTS

ICICI Bank offers customers a power packed

Savings Account with a host

of convenient features and banking channels to

transact through. So now

48
 customers can bank at their convenience, without the stress of waiting in

queues.

Special Savings Account:

The Special Savings Account has been designed keeping in mind the specific needs of

organizations such as Trusts, Associations, Societies, Councils, Clubs etc. It provides

organizations solutions with added value and is ideal for tax exempted entities.
“LIFE PLUS”Senior citizens sa LIFE PLUS,a special savings account for senior
from ICICI Bank is packed with benefits,designed keeping your unique
requirements in mind.

• Special senior citizens desk to cater to all banking transactions, so that you don’t
wait in queues

• Higher interest rate on FD/RD:avail

the combined benefits of
safety,felexibility and

attractive returns with ICICI Bank

Fixed Deposit and Recurring
Deposit.

• Free special senior citizen LIFE PLUS debit card.

• Money multiplies facility.

• Extended banking hours allows you to visit our branches,as per your convenience.

• Anywhere banking access to various services,ICICI Bank has to offer –

anytime,anywhere and from any place,including branches,ATMs and phone banking.

• Nomination facility available.

• Quarterly average balance(QAB) requirement of Rs.5000.

49
• Quarterly physical statements are delivered to your doorstep to absolutely free of
cost• Passbook on request.

Young Stars Account:

Young Stars is a banking service for

children, aged 1day -18

Young Stars is a banking service for

children, aged 1day -18

years, brought to you by ICICI Bank to

help the parents meet the present and future aspirations that they child. It

various savings and investme to the

parent along with teaching the child to manag personal finance in a more
responsible and independent

manner.Young Stars will guide your child through the world of banking -through
checking the

account balance, fun zones and special pages on the internet. It makes banking a
pleasure and of

course teaches your child to manage their personal finances.With the pocket money
that you

transfer to your child's account, you can even shop with him / her at Young Stars very
own

50
shopping page. You can even open a recurring deposit in your child's name.

Once you are done with your 'banking', you can access your child's account with all
the fun links

to special zones designed to suit your child's area of interests and also impart
knowledge on the current events of the world.

Advantage woman savings account

The ICICI Bank Advantage Woman

Account enables today’ independent
women to enjoy hassle-free banking
Besides the core ICICI Bank
advantage, the Advantage Woman
Savings Account is packed with special
benefits for our wo customers.Enjoy
your present and plan for the future wit
Bank’s Advantage Woman Savings
Account .Advantage Woman offers a specially designed woman's debit card which
helps you shop and save simulta manages your household expenditures and come with
a bag full of offers attached to it.

• Special International Woman’s Debit Card with lots of offers.

• Free unlimited access to any bank’s ATM.

• Bill Pay facility & Multi Channel Access.

• Payable-at-par cheque book.

• Nomination facility available.

• Zero balance facility with an RD of Rs.2000 or Quarterly Average Balance (QAB)

51
requirement of Rs. 10,000..

Current Accounts:

Every business requires efficient banking facilities to support its business activities.
ICICI Bank

offers premium quality service, unfolding a wide array of class products. With
technology

leadership and service the bank is able to meet some of the most challenging financial
needs of

clients.A Current Account is one that is required by Businessman, Joint stock

companies,

Institutions, Public authorities, public corporations etc. Any business that has

numerous banking tranactions need a current account as it

•Allows running account supporting unlimited withdrawals and deposits.

• Is meant for convenience and not to save money.

Roaming Current Account

Only Roaming Current Account from ICICI Bank travels the distance with customers

business. With advanced technological features such as MCC and LCC, banking
needs are

well taken care of, customers can access their accounts at over 500 networked
branches

across the country.

So while customers take care of their business, ICICI Bank’s Roaming Current
Account

52
simplifies banking for them.

Salary Accounts

Salary Account is a feature rich corporate payroll account with benefits for both
corporates and its

employees.

•The process of drawing cheques for salaries is replaced by sending a single ASCII
file to the bank and the amount is directly credited into the employees salary account

•Cuts down payroll processing workload

•Salary Account can be opened with minimum 10 employees

•Instant credit of salaries

ICICI Bank Salary Account is a benefit-rich payroll account for Employers and
Employees.As an

organization, you can opt for our Salary Accounts to enable easy disbursements of
salaries and

enjoy numerous other benefits too.With ICICI Bank Salary Accounts your employees
will enjoy

the convenience of :

• Having the largest network of ATMs at their command,

• Free 24 hour Phone Banking,

• Free Internet Banking.

All that the organization would require to do is to send ICICI Bank an advice (in form
of a

53
cheque/debit instruction, ecs, etc) for the total salary amount along with the salary
details of the

designated employees in a soft and hard copy format and we will credit the respective
employees'

accounts as per your statement of advice.ICICI Bank Salary Accounts benefits you in
more than

one ways:-

• Reduces paperwork.

• Saves remittance costs.

Employees receive instant credit of salaries. More convenient than ECS. Besides all
of the above,

employees automatically become ICICI Bank account holders with special benefits
and privileges

of 8-8 banking, Investment advisory and much

more...

Fixed

Fixed deposits are options which help you grow

thus creating wealth in a safer and ICICI provides
its customers with various kin deposit facilities
that are flexible and cater to customer have
different needs and wants in their fixed depos
ICICI provides a Fixed Deposit that allow
deposit their money for just as long as you wies.

• Wide range of tenures – 15 days to 10 years.

54
• Choice of investment plan – traditional and cumulative deposits.

• Partial withdrawal allowed.

• Loan facility available – you can avail loan

up to 90% of principal and accrued interest.

• Auto renewal facility – you can choose this

option so that the deposit can be renewed on

maturity.

• Interest compounded quarterly.

• Additional interest rate of 0.5% for senior

citizens.

Recurring Deposits:

ICICI Bank Recurring Deposits are an ideal way to invest small amounts of money
every month and end up with a larg kitty on maturity.High recurring billing and
recurri payments can be a drain on your finances and hence large investments may
se Recurring deposits aims to encourage savings without putany stress on customers
fimaking them to put alump sum amount in fixed deposit in one go.The recurring
deposit also attracts higrate of re

that are identical to the fixed deposit rates and most importantly no TDS is applicable
in it .the

minimum balance of deposit is of Rs.500 and thereafter in multiples of Rs.100 the

minimum

period is 6 months and thereafter in multiples of 3 months,nomination facility is also

available.

55
 Security Deposits:

A few Corporates stipulate to their new employees to

provide Security Deposit to reduce attrition. ICICI
Bank’s propos the employee is to keep the Security
Deposi Fixed Deposit (FD) with the Bank. The em
withdraw such FDs without the consent of the co the company has the right to
withdraw the FD in t employee leaving the organization before a certain stipulated
period.

56
CHAPTER 4. DATA ANYLSIS INTERPRETATION AND PRESEENTATION

Q.1 Age?

Age Percentage of respondents

Below 20 30%

20-30 56%

30 And above 14%

AGE

14%
30% BELOW 20
20-30
30 AND ABOVE

56%

57
Q.2 Gender ?

Gender Percentage of respondents

MALE 64%

FEMALE 36%

OTHER 0

GENDER

0%

MALE
36%
FEMALE
OTHER
64%

58
Q.3 Quaification.

Quaification Percentage of respondents

GRADUATE 17%

UNDER GRADUATE 6%

POST GRADUATE 6%

DIPLOMA 71%

QUAIFICATION

17%
GRADUATE
6%
UNDER GRADUATE
6% POST GRADATE
DIPLOMA
71%

59
Q.4 How long have you been customer of the ICICI bank ?

No. of Years Percentage of respondents

1 year 71%
1-4 year 29%
4-7 year 0%
More than 7 year 0%

YEARS

0%
29% 1 YEAR
1-4 YEAR
4-7 YEAR

71% MORE THEN 7 YEAR

60
Q.5 Do you always get the prompt service whenever you visit the ICICI bank
branch?

Answer Percentage of respondents

Strongly agree 13%
Agree 77%
Neither Agree nor Disagree 10%
Disagree 0%
Strongly disagree 0%

AGREE OR DISAGREE

10%

0% 13%
STRONGLY AGREE
AGREE
NEITHER AGREE NPR DISAGREE
DISAGREE
STRONGLY DISAGREE
77%

61
Q.6 Do you agree that the process of depositing and withdrawing
money from the ICICI bank is complex?

Answer Percentage of respondents

Strongly agree 57%
Agree 14%
Strongly disagree 29%

Disagree 0%

A OR DIS

29%
STRONGLY AGREE
AGREE
STRONGLY DISAGREE
57%
DISAGREE
14%

62
Q.7 Do you that the procedure to open an account with the ICICI bank
is difficult?

Particular Percentage of respondents

Yes 29%
No 47%
Maybe 24%

YES OR NO

24%
29%
YES
NO
MAY BE

47%

63
Q.8 Are you satisfied with the way the queries of the customers have
been resolved by the ICICI Bank ?

Particular Percentage of respondents

Strongly Agree 16%
Agree 74%
Neither Agree nor Disagree 10%
Disagree 0%
Strongly Disagree 0%

A OR DIS

10%0% 16%
STRONGLY AGREE
AGREE
NEITHER AGREE NOR DISAGREE
DISAGREE
STRONGLY DISAGREE
74%

64
Q.9 Do you agree that minimum account limit is not high and easy to
maintain in the ICICI Bank?

Particular Percentage of respondents

Strongly agree 16%
Agree 52%
Neither Agree nor Disagree 14%
Disagree 18%

Strongly Disagree 0%

A OR DIS

0%
18% 16% STRONGLY AGREE
AGREE
14% NEIHER AGREE NOR DISAGREE
DISAGREE
STRONGLY DISAGREE
52%

65
Q.10 According to u which service provided by the ICICI Bank best ?

Particular Percentage of respondents

Depositing and withdrawing money 0%

Query handling 24%

Minimum account limite is not high 18%

Easy maintenance of account 12%

Online service 38%

Convenience of location 8%

RESPONSE

DEPOSITING AND WITHDRAWING

8%
MONEY
0% QUERY HANDLING

38% MINIMUM AC LIMIT IS NOT HIGH

24%

EASY MAINTENANCE OF AC

18% ONLINE SERVICE

12%
CONVENIENCE OF LOCATION

66
Q.11 What are problems that you face whenever you make a visit to
ICICI Bank

Particular Percentage of respondents

Depositing and withdrawing 0%
money
Minimum account limit is not high 38%
Easily maintenance 16%
Convenience of location 16%
Query handling 20%
Online services 14%

RESPONSE

DEPOSITING AND WITHDRAWING

MONEY

14% 0%
MINIMUM ACCOUNT LIMIT IS NOT
HIGH

38% EASILY MAINTENANCE

20%
CONVENIENCE OF LOCATION

12% QUERY HANDLING

16%
ONLINE SERVICE

67
Q.12 Are satisfied you with the service provided by the ICICI Bank ?

Particular Percentage of respondents

Yes 19%
No 4%
Maybe 77%

RESPONSE

19%
YES
4% NO
MAY BE

77%

68
Q.13 As a customer of ICICI Bank you feel safe in the your transaction ?

Particular Percentage of respondents

Strongly Disagree 0%
Disagree 0%
Neutral 0%
Agree 25%
Strongly agree 75%

RESPONSE

0%
25% STRONGLY AGREE
AGREE
AGREE OR DISAGREE
STRONGLY DISAGREE
75% DISAGREE

69
Q.14 What do you feel about the service charges of your bank
comparative to other bank ?

Particular Percentage of respondents

High 11%
Medium 31%
Low 58%

RESPONSE

11%
HIGH
MEDIUM
31% LOW
58%

70
Q.15 If you online banking what do you think about the bank's
electronic banking system ?

Particular Percentage of respondents

Can improve 48%
Good experience 52%
Bad experience 0%
Worst experience 0%

RESPONSE

0%

CAN IMPROVE
GOOD EXPERIENCE
48%
52% BAD EXPERIENCE
WORST EXPERIENCE

71
Q.16 Do you think, the number of ATMs operated by the bank is
sufficient ?

Particular Percentage of respondents

Yes 53%
No 22%
Maybe 25%

RESPONSE

25%
YES
NO
53% MAYBE

22%

72
CHAPTER 5. Conclusion & Suggestions

 Conclusion

 From the analysis of the results and based on the objectives of the following
findings can be ascertained.

 According to the data collected, it is clear that most of the respondents are part
of the ICICI bank from 1 years.

 Almost half of the population gets timely and quick service by the ICICI
bank and 75% of the respondents are satisfied with the service offered by
ICICI bank.

 Presently the bank offers varieties of services but the customers are mostly
happy with the easy and simple process of opening a new account, depositing
and withdrawing money and query handling process of the ICICI bank.

 The problems face by the majority of the population is related to the location
of branch and parking facility availability. Whereas online services are new to
the customer so they also face some problem in performing the online services
of the ICICI bank.

 As minimum account limit is a cause that restricts the population to make

them a part of the ICICI bank. On the other hand maintain the account is
seems to a problem for 1/4th of the population

73
  Suggestions

With regard to banking products and services, consumers respond at different rates,
depending on the consumer’s characteristics. Hence ICICI bank should try to bring
their new product and services to the attention of potential early adopters.

 Due to the intense competition in the banking sector, the ICICI bank should
better strategies to attract more customers.
 ICICI Bank should select the location for its branch in such a way that the
parking problem should be solved, as more than half of the respondents are
facing this problem
 ICICI Bank should come up with various supporting policies to increase the
awareness level among the consumers about the new online services.
 ICICI Bank should ask for their consumer feedback to know whether the
consumers are really satisfied or dissatisfied with the services and product of
the bank. If they are dissatisfied, then the reasons for dissatisfaction should be
found out and should be corrected in future.
 ICICI Bank should try to increase the Brand image through performance and
services then only the customers will be satisfied.
 Majority of the people find banking important in their life, so the ICICI Bank
should employ the strategies to convert the want in to need which will enrich
their business.

74
Bibliography

Internet websites:

 Www.licicibank.Com
 Www.Moneycontrol.Com
 WWW.Money.Rediff.Com
 Www.Wikipedia.Org
 Www.Goole.Com
 Www.Scribd.Com

75
  Appendix
Questionnaire

1.Age?

 15-20
 20-25
 25-30
 30 and above

2.Gender?

 Male
 Female
 Other

3.Qualification?

 Graduate
 Under Graduate
 Post Graduate
 Diploma

4. How long have you been customer of the ICICI bank?

 1 year
 1-4 year
 4-7 year
 More then 7 year

5. Do you always get the prompt service whenever you visit the ICICI bank
branch?

 Strongly agree
 Agree
 Neither Agree nor Disagree

76
  Disagree
 Strongly disagree

6. Do you agree that the procedure to open an account with ICICI bank is
difficult?

 Yes
 No
 maybe

7. Do you agree that the process of depositing and withdrawing money from the
ICICI bank is complex?

 Strongly agree
 Agree
 Neither Agree nor Disagree
 Disagree
 Strongly disagree

8. Are satisfied you with the way queries of the customers have resolved by the
ICICI bank?

 Strongly agree
 Agree
 Neither Agree nor Disagree
 Disagree
 Strongly disagree

77
9. Do you agree that minimum account limit is not high and easy to maintain in
the ICIC bank?

 Strongly agree
 Agree
 Neither Agree nor Disagree
 Disagree
 Strongly disagree

10. According to you which service provided by the ICICI bank is best?

 Depositing and withdrawing money

 Query handling
 Minimum account limit is not high
 Easy maintenance of account
 Online services
 Convenience of location

11. What are problems that you face whenever you make a visit to the ICICI
Bank?

 Depositing and withdrawing money

 Query handling
 Minimum account limit is not high
 Easy maintenance of account
 Online services
 Convenience of location

12. Are satisfied you with the services provided by the ICICI bank?

 Yes
 No
 Maybe

78
13. As a customer of ICICI Bank you feel safe in the your transaction?

 Strongly agree
 Agree
 Neither Agree nor Disagree
 Disagree
 Strongly disagree

14. what do you feel about the service charges of your bank comparative to other
bank?

 High
 Medium
 Low

15. If you use online banking what do you think about the bank’s electronic
banking system ?

 Can improve
 Good experience
 Bad experience
 Worst experience

16. Do you think, the number of ATMs operated by the bank is sufficient ?

 Yes
 No
 Maybe

79