Top Banner

of 32

A Comparative Study of Customer Services in ICICI and SBI

Aug 07, 2018

Download

Documents

lokesh045
Welcome message from author
This document is posted to help you gain knowledge. Please leave a comment to let me know what you think about it! Share it to your friends and learn new things together.
Transcript
  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    1/92

    Project Report

    ON

    “A COMPARATIVE STUDY OFCUSTOMER SERVICES IN ICICI AND

    SBI ”

    Submitted for the partial fulfilment for the award

    Of

    Bachelor of Business Administration from

    Chaudhary Charan Singh Uniersity! "eerut

    #$%#&%'

    Submitted (o)

    Beacon *nstitute O+ (echnology

    Under (he superision Of) & Submitted By)&

    "r, (OS-A" S*N.- SACHIN KUMAR

     /-,O,0,! 1 Asst, Professor2 BBA 3* S4"

    Roll No, 56#7'89

    DEPARTMENT OF MANAGEMENTMAHAVEER INSTITUTE OF TECHNOLOGY, PHOLLI

    MEERUT

    1

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    2/92

    BA(C-$%#&%'

    2

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    3/92

    04C:ARA(*ON

    * SAC-*N ;U"AR BBA – VI Sem here by declare that the pr!ect e"t#tled

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    4/92

    AC;NO>:40.4"4N(

    I am .rate,&l t tha"/ &r 0ead "r, (OS-A" S*N.-! -,O,0,! Asst

    Professor! "*(! "eerut ,r .#+#". me th#$ .reat pprt&"#ty t d my pr!ect%

    I al$ ete"t my tha"/$ t% All +aculty "anagement! Meer&t ,ac&lty .de h

    ha$ .#+e" me mral $&pprt t d my pr!ect r/%

    I al$ ete"d my tha"/,&l"e$$ t my bel+ed pare"t$ a"d ,r#e"d$ ,r the#r 

    c"t#"&&$ e"c&ra.eme"t at e+ery mme"t%

    SAC-*N ;U"AR 

    BBA 3* S4"Roll No, 56#7'89

    3

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    5/92

     

    PR4+AC4

    I(I(I Pr&de"t#al 4#,e I"$&ra"ce #$ "e , the lar.e$t I"$&ra"ce "etr/$ #"

    the c&"try) a"d 2"d 4#,e I"$&ra"ce (mpa"y #" I"d#a% The I(I(I Gr&p ha$ bee"

    #" e#$te"ce $#"ce 1566 he" I(I(I 4td%) a$ created% I(I(I Pr&de"t#al $tarted #"

    2772 a$ $&b$#d#ary , I(I(I 4td%) Tday I(I(I 4#,e I"$&ra"ce ha$ a c&$tmer ba$e

    , 3 m#ll#" #th ttal a$$et$ eceed#". R$%1) 77)777 (r% ma/#". #t the 2"d lar.e$t

    l#,e #"$&ra"ce cmpa"y #" the c&"try) "et "ly t 4I(%

      The I"$&ra"ce $ectr) a,ter the pe"#". &p) pr+#de$ .reater pprt&"#t#e$%

    Se+eral .lbal player$ ha+e emer.ed a"d the mar/et ha$ cha".ed $#."#,#ca"tly% I"

    the cha".ed $ce"ar#) the epectat#" #$ that the l I"$&ra"ce prem#&m a$ a

     perce"ta.e , GDP pre+a#l#". #" I"d#a #ll #mpr+e a"d #ll ,,er better 

    pprt&"#t#e$ t the #"$&ra"ce player$%

      4#,e I"$&ra"ce $ectr #$ "e , the /ey area$ here e"rm&$ b&$#"e$$

     pte"t#al e#$t$% I" I"d#a c&rre"tly the l#,e #"$&ra"ce prem#&m a$ a perce"ta.e , 

    GDP #$ 1%- per ce"t a.a#"$t 6%2 per ce"t #" the *S) b&t #" the l#beral#8ed $ce"ar#)

    the l#,e #"$&ra"ce prem#&m$ ere pr!ected t .r at ar&"d 19: t 27: ,rm R$

    216 b#ll#" #" 1559; 55 t R$ 652 b#ll#" #" 2773;76 a"d t R$ 1367 b#ll#" by

    6

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    6/92

    2775;17% (rprate "";l#,e prem#&m a$ pr!ected t .r ,rm R$ 93 b#ll#" #"

    1559;55 t R$ -9< b#ll#" #" 2775;17 a"d per$"al l#"e "";l#,e ,rm R$ 3 b#ll#"

    t R$ 61 b#ll#"%

      I" the l#,e I"$&ra"ce $e.me"t the 4#,e I"$&ra"ce (rprat#" , I"d#a =4I(>

    #$ the ma!r player% The 4I( ha$ 2767 bra"che$% It #$ c"$t#t&ted #" t $e+e" ?"e$%

    (&rre"tly there are 6)

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    7/92

    (able of contents

    (hapter 1@ I"trd&ct#" 7 ; --

    1%1 O+er+#e , ba"/#". I"d&$try

      1%2 (mpa"y Pr,#le 1-

      1%- Re$earch b!ect#+e -1

      1%3 Re+#e , l#terat&re -1

    1%6 ey Crd$ -2

    (hapter 2@ Re$earch Methdl.y -3 – -

    2%1 Sampl#". De$#." -6

      2%2 P#lt St&dy -<

    2%- Re$earch Methdl.y -

    2%3 4#m#tat#"$ , the St&dy -

    (hapter -@ Data A"aly$#$ a"d I"terpretat#" -9 ; 91

     

    (hapter 3@ F#"d#".$) Recmme"dat#"$ a"d ("cl&$#" 92 ; 96

    (hapter 6@ Appe"d#ce$ 9< ; 51

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    8/92

    *N(RO0UC(*ON

    9

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    9/92

    %,% O34R3*4> O+ (-4 BAN;*N. *N0US(R?)

      Ba"/#". #" I"d#a r#.#"ated #" the la$t decade$ , the 19th ce"t&ry% The lde$t ba"/ #"e#$te"ce #" I"d#a #$ the State Ba"/ , I"d#a) a .+er"me"t;"ed ba"/ that trace$ #t$ r#.#"$

     bac/ t &"e 197< a"d that #$ the lar.e$t cmmerc#al ba"/ #" the c&"try% (e"tral ba"/#". #$ the

    re$p"$#b#l#ty , the Re$er+e Ba"/ , I"d#a)   h#ch #" 15-6 ,rmally t/ +er the$e

    re$p"$#b#l#t#e$ ,rm the the" Imper#al Ba"/ , I"d#a) rele.at#". #t t cmmerc#al ba"/#".

    ,&"ct#"$% A,ter I"d#a$ #"depe"de"ce #" 153) the Re$er+e Ba"/ a$ "at#"al#8ed a"d .#+e"

     brader per$% I" 15 ; 2 p&bl#c $ectr ba"/$ =that #$ #th

    the G+er"me"t , I"d#a hld#". a $ta/e>) 25 pr#+ate ba"/$ =the$e d "t ha+e .+er"me"t $ta/e

    they may be p&bl#cly l#$ted a"d traded " $tc/ echa".e$> a"d -1 ,re#." ba"/$% They ha+e a

    cmb#"ed "etr/ , +er 6-)777 bra"che$ a"d 1)777 ATM$% Accrd#". t a reprt by I(RA

    4#m#ted) a rat#". a.e"cy) the p&bl#c $ectr ba"/$ hld +er 6 perce"t , ttal a$$et$ , the

     ba"/#". #"d&$try) #th the pr#+ate a"d ,re#." ba"/$ hld#". 19%2: a"d

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    10/92

    $t#ll ,&"ct#"#". tday) #$ the lde$t #"t Stc/ ba"/ #" I"d#a% Che" the Amer#ca" (#+#l Car 

    $tpped the $&pply , ctt" t 4a"ca$h#re ,rm the (",ederate State$) prmter$ pe"ed ba"/$

    t ,#"a"ce trad#". #" I"d#a" ctt"% C#th lar.e ep$&re t $pec&lat#+e +e"t&re$) m$t , the

     ba"/$ pe"ed #" I"d#a d&r#". that per#d ,a#led% The dep$#tr$ l$t m"ey a"d l$t #"tere$t #"

    /eep#". dep$#t$ #th ba"/$% S&b$e'&e"tly) ba"/#". #" I"d#a rema#"ed the ecl&$#+e dma#" , 

    E&rpea"$ ,r "et $e+eral decade$ &"t#l the be.#""#". , the 27th ce"t&ry%

    Fre#." ba"/$ t $tarted t arr#+e) part#c&larly #" (alc&tta) #" the 19

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    11/92

    ,er+&r , Sade$h# m+eme"t lead t e$tabl#$h#". , ma"y pr#+ate ba"/$ #" Da/$h#"a a""ada

    a"d *d&p# d#$tr#ct h#ch ere &"#,#ed earl#er a"d /"" by the "ame South Canara  = S&th

    a"ara > d#$tr#ct%F&r "at#"al#$ed ba"/$ $tarted #" th#$ d#$tr#ct a"d al$ a lead#". pr#+ate $ectr 

     ba"/% 0e"ce &"d#+#ded Da/$h#"a a""ada d#$tr#ct #$ /"" a$ (radle , I"d#a" Ba"/#".%

    +rom >orld >ar * to *ndependence)

    The per#d d&r#". the F#r$t Crld Car  =1513;1519> thr&.h the e"d , the Sec"d Crld Car 

    =15-5;1536>) a"d t year$ therea,ter &"t#l the #"depe"de"ce , I"d#a ere challe".#". ,r 

    I"d#a" ba"/#".% The year$ , the F#r$t Crld Car ere t&rb&le"t) a"d #t t/ #t$ tll #th ba"/$

    $#mply cllap$#". de$p#te the I"d#a" ec"my .a#"#". #"d#rect b$t d&e t ar;related ec"m#c

    act#+#t#e$% At lea$t 53 ba"/$ #" I"d#a ,a#led betee" 151- a"d 1519 a$ #"d#cated #" the ,ll#".

    table@

    ?earsNumber of ban@s

    that failed

    Authoried capital

    /Rs, :a@hs2

    Paid&up Capital

    /Rs, :a@hs2

    151- 12 23 -6

    1513 32 17 175

    1516 11 6< 6

    151< 1- 2-1 3

    151 5 < 26

    1519 275 1

    11

    http://en.wikipedia.org/wiki/Dakshina_Kannadahttp://en.wikipedia.org/wiki/Udupi_districthttp://en.wikipedia.org/wiki/First_World_Warhttp://en.wikipedia.org/wiki/Second_World_Warhttp://en.wikipedia.org/wiki/Indian_independence_movementhttp://en.wikipedia.org/wiki/Economy_of_Indiahttp://en.wikipedia.org/wiki/Dakshina_Kannadahttp://en.wikipedia.org/wiki/Udupi_districthttp://en.wikipedia.org/wiki/First_World_Warhttp://en.wikipedia.org/wiki/Second_World_Warhttp://en.wikipedia.org/wiki/Indian_independence_movementhttp://en.wikipedia.org/wiki/Economy_of_India

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    12/92

    Post&independence)

    The part#t#" , I"d#a #" 153 ad+er$ely #mpacted the ec"m#e$ , P&"!ab a"d Ce$t Be".al)

     paraly8#". ba"/#". act#+#t#e$ ,r m"th$% I"d#a$ #"depe"de"ce mar/ed the e"d , a re.#me , the

    4a#$$e8;,a#re  ,r the I"d#a" ba"/#".% The G+er"me"t , I"d#a  #"#t#ated mea$&re$ t play a"act#+e rle #" the ec"m#c l#,e , the "at#") a"d the I"d&$tr#al Pl#cy Re$l&t#" adpted by the

    .+er"me"t #" 1539 e"+#$a.ed a m#ed ec"my% Th#$ re$&lted #"t .reater #"+l+eme"t , the

    $tate #" d#,,ere"t $e.me"t$ , the ec"my #"cl&d#". ba"/#". a"d ,#"a"ce% The ma!r $tep$ t

    re.&late ba"/#". #"cl&ded@

    • I" 1539) the Re$er+e Ba"/ , I"d#a) I"d#a$ ce"tral ba"/#". a&thr#ty) a$ "at#"al#8ed)

    a"d #t became a" #"$t#t&t#" "ed by the G+er"me"t , I"d#a%

    I" 1535) the Ba"/#". Re.&lat#" Act a$ e"acted h#ch empered the Re$er+e Ba"/ , I"d#a =RBI> t re.&late) c"trl) a"d #"$pect the ba"/$ #" I"d#a%

    • The Ba"/#". Re.&lat#" Act al$ pr+#ded that " "e ba"/ r bra"ch , a" e#$t#".

     ba"/ c&ld be pe"ed #th&t a l#ce"$e ,rm the RBI) a"d " t ba"/$ c&ld ha+e

    cmm" d#rectr$%

    0e+er) de$p#te the$e pr+#$#"$) c"trl a"d re.&lat#"$) ba"/$ #" I"d#a ecept the State Ba"/ 

    , I"d#a) c"t#"&ed t be "ed a"d perated by pr#+ate per$"$% Th#$ cha".ed #th the

    "at#"al#8at#" , ma!r ba"/$ #" I"d#a " 15 &ly) 15

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    13/92

    Parl#ame"t pa$$ed the Ba"/#". (mpa"#e$ =Ac'$#t#" a"d Tra"$,er , *"derta/#".> B#ll) a"d #t

    rece#+ed the pre$#de"t#al appr+al " 5 A&.&$t) 15

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    14/92

    (&rre"tly =277>) ba"/#". #" I"d#a #$ .e"erally ,a#rly mat&re #" term$ , $&pply) prd&ct ra".e

    a"d reach;e+e" th&.h reach #" r&ral I"d#a $t#ll rema#"$ a challe".e ,r the pr#+ate $ectr a"d

    ,re#." ba"/$% I" term$ , '&al#ty , a$$et$ a"d cap#tal ade'&acy) I"d#a" ba"/$ are c"$#dered t

    ha+e clea") $tr". a"d tra"$pare"t bala"ce $heet$ relat#+e t ther ba"/$ #" cmparable

    ec"m#e$ #" #t$ re.#"% The Re$er+e Ba"/ , I"d#a #$ a" a&t"m&$ bdy) #th m#"#mal

     pre$$&re ,rm the .+er"me"t% The $tated pl#cy , the Ba"/ " the I"d#a" R&pee #$ t ma"a.e

    +lat#l#ty b&t #th&t a"y ,#ed echa".e rate;a"d th#$ ha$ m$tly bee" tr&e%

    C#th the .rth #" the I"d#a" ec"my epected t be $tr". ,r 'te $me t#me;e$pec#ally #"

    #t$ $er+#ce$ $ectr;the dema"d ,r ba"/#". $er+#ce$) e$pec#ally reta#l ba"/#".) mrt.a.e$ a"d

    #"+e$tme"t $er+#ce$ are epected t be $tr".% O"e may al$ epect MHA$) ta/e+er$) a"d a$$et

    $ale$%

    I" March 277 t 17:% Th#$ #$ the ,#r$t t#me a" #"+e$tr ha$ bee" alled

    t hld mre tha" 6: #" a pr#+ate $ectr ba"/ $#"ce the RBI a""&"ced "rm$ #" 2776 that a"y

    $ta/e eceed#". 6: #" the pr#+ate $ectr ba"/$ &ld "eed t be +etted by them%

    I" rece"t year$ cr#t#c$ ha+e char.ed that the "";.+er"me"t "ed ba"/$ are t a..re$#+e #"

    the#r la" rec+ery e,,rt$ #" c""ect#" #th h&$#".) +eh#cle a"d per$"al la"$% There are

     pre$$ reprt$ that the ba"/$ la" rec+ery e,,rt$ ha+e dr#+e" de,a&lt#". brrer$ t $c#de%

    13

    http://en.wikipedia.org/wiki/Retail_bankinghttp://en.wikipedia.org/wiki/Retail_banking

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    15/92

    %,# Company Profile of SB*)

    State Ba"/ , I"d#a =SBI> #$ I"d#a$ lar.e$t cmmerc#al ba"/% SBI ha$ a +a$t

    dme$t#c "etr/ , +er 5777 bra"che$ =appr#mately 13: , all ba"/ bra"che$> a"d

    cmma"d$ "e;,#,th , dep$#t$ a"d la"$ , all $ched&led cmmerc#al ba"/$ #" I"d#a%

    The State Ba"/ Gr&p #"cl&de$ a "etr/ , e#.ht ba"/#". $&b$#d#ar#e$ a"d $e+eral

    "";ba"/#". $&b$#d#ar#e$ ,,er#". mercha"t ba"/#". $er+#ce$) ,&"d ma"a.eme"t) ,actr#".

    $er+#ce$) pr#mary dealer$h#p #" .+er"me"t $ec&r#t#e$) cred#t card$ a"d #"$&ra"ce%

    (he eight ban@ing subsidiaries are)

    1;State Ba"/ , B#/a"er a"d a#p&r =SBB>

    2;State Ba"/ , 0yderabad =SB0>

    -;State Ba"/ , I"d#a =SBI>

    3;State Ba"/ , I"dre =SBIR>

    6;State Ba"/ , My$re =SBM>

    9;State Ba"/ , Tra+a"cre =SBT>

    The r#.#"$ , State Ba"/ , I"d#a date bac/ t 197< he" the Ba"/ , (alc&tta =later called the

    Ba"/ , Be".al> a$ e$tabl#$hed% I" 1521) the Ba"/ , Be".al a"d t ther Pre$#de"cy ba"/$

    =Ba"/ , Madra$ a"d Ba"/ , Bmbay> ere amal.amated t ,rm the Imper#al Ba"/ , I"d#a%

    I" 1566) the c"trll#". #"tere$t #" the Imper#al Ba"/ , I"d#a a$ ac'red by the Re$er+e Ba"/ , I"d#a a"d the State Ba"/ , I"d#a =SBI> came #"t e#$te"ce by a" act , Parl#ame"t a$

    $&cce$$r t the Imper#al Ba"/ , I"d#a%

    16

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    16/92

    Tday) State Ba"/ , I"d#a =SBI> ha$ $pread #t$ arm$ ar&"d the rld a"d ha$ a "etr/ , 

     bra"che$ $pa""#". all t#me 8"e$% SBI$ I"ter"at#"al Ba"/#". Gr&p del#+er$ the ,&ll ra".e , 

    cr$$;brder ,#"a"ce $l&t#"$ thr&.h #t$ ,&r #".$ ; the Dme$t#c d#+#$#") the Fre#."

    O,,#ce$ d#+#$#") the Fre#." Departme"t a"d the I"ter"at#"al Ser+#ce$ d#+#$#"%

    State Ba"/ , I"d#a =SBI> =4SE@ SBID> #$ the lar.e$t  ba"/   #" I"d#a% I, "e mea$&re$ by the

    "&mber , bra"ch ,,#ce$ a"d emplyee$) SBI #$ the lar.e$t ba"/ #" the rld% E$tabl#$hed #"

    197) cmp&ter#8#". #t$

    perat#"$ a"d ->) cha".#". the att#t&de , #t$ emplyee$ =thr&.h a" amb#t#&$ pr.ramme aptly

    "amed Par#+arta" h#ch mea"$ cha".e> a$ a lar.e "&mber , emplyee$ are +ery r&de t

    c&$tmer$%

    Roots)

    The State Ba"/ , I"d#a trace$ #t$ rt$ t the ,#r$t decade , 15th ce"t&ry) he" the Ba"/ , 

    (alc&tta) later re"amed the  Ba"/ , Be".al) a$ e$tabl#$hed " 2 &"e 197

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    17/92

    (imeline)

      &"e 2) 197

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    18/92

      State Ba"/ , 0yderabad 

    State Ba"/ , I"dre 

    State Ba"/ , My$re 

    State Ba"/ , Pat#ala 

    State Ba"/ , Sa&ra$htra 

    State Ba"/ , Tra+a"cre

    +oreign Offices)

      State Ba"/ , I"d#a #$ pre$e"t #" -2 c&"tr#e$) here #t ha$ 93 ,,#ce$ $er+#". the

    #"ter"at#"al "eed$ , the ba"/$ ,re#." c&$tmer$) a"d #" $me ca$e$ c"d&ct$ reta#l perat#"$%

    The ,c&$ , the$e ,,#ce$ #$ I"d#a;related b&$#"e$$%

    +oreign Branches)

    SBI ha$ bra"che$ #" the$e c&"tr#e$@

    The I$rael# bra"ch

      A&$tral#a 

    Bahra#" 

    Ba".lade$h 

    Bel.#&m (a"ada 

    D&ba# 

    Fra"ce 

    Germa"y 

    0". ". 

    I$rael 

    apa" 

    Peple$ Rep&bl#c , (h#"a 

    Rep&bl#c , Mald#+e$ 

    S#".apre 

    S&th A,r#ca 

    Sr# 4a"/a 

    19

    http://www.bookrags.com/State_Bank_of_Hyderabadhttp://www.bookrags.com/State_Bank_of_Indorehttp://www.bookrags.com/State_Bank_of_Mysorehttp://www.bookrags.com/State_Bank_of_Patialahttp://www.bookrags.com/State_Bank_of_Saurashtrahttp://www.bookrags.com/State_Bank_of_Travancorehttp://www.bookrags.com/Australiahttp://www.bookrags.com/Bahrainhttp://www.bookrags.com/Bangladeshhttp://www.bookrags.com/Belgiumhttp://www.bookrags.com/Canadahttp://www.bookrags.com/Dubaihttp://www.bookrags.com/Francehttp://www.bookrags.com/Germanyhttp://www.bookrags.com/Hong_Konghttp://www.bookrags.com/Israelhttp://www.bookrags.com/Japanhttp://www.bookrags.com/Japanhttp://www.bookrags.com/People's_Republic_of_Chinahttp://www.bookrags.com/Republic_of_Maldiveshttp://www.bookrags.com/Singaporehttp://www.bookrags.com/South_Africahttp://www.bookrags.com/Sri_Lankahttp://www.bookrags.com/State_Bank_of_Hyderabadhttp://www.bookrags.com/State_Bank_of_Indorehttp://www.bookrags.com/State_Bank_of_Mysorehttp://www.bookrags.com/State_Bank_of_Patialahttp://www.bookrags.com/State_Bank_of_Saurashtrahttp://www.bookrags.com/State_Bank_of_Travancorehttp://www.bookrags.com/Australiahttp://www.bookrags.com/Bahrainhttp://www.bookrags.com/Bangladeshhttp://www.bookrags.com/Belgiumhttp://www.bookrags.com/Canadahttp://www.bookrags.com/Dubaihttp://www.bookrags.com/Francehttp://www.bookrags.com/Germanyhttp://www.bookrags.com/Hong_Konghttp://www.bookrags.com/Israelhttp://www.bookrags.com/Japanhttp://www.bookrags.com/People's_Republic_of_Chinahttp://www.bookrags.com/Republic_of_Maldiveshttp://www.bookrags.com/Singaporehttp://www.bookrags.com/South_Africahttp://www.bookrags.com/Sri_Lanka

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    19/92

      S&lta"ate , Oma" 

    The Bahama$ 

    *%% 

    *%S%A 

    Subsidiaries and oint 3entures)

      I" add#t#" t the ,re#." bra"che$ ab+e) SBI ha$ the$e hlly "ed $&b$#d#ar#e$ a"d

     !#"t +e"t&re$@

     Nepal State Ba"/ 4#m#ted 

    SBI Ma&r#t#&$ 

    I"d#a" Ocea" I"ter"at#"al Ba"/ =Ma&r#t#&$> 

    SBI (a"ada 

    SBI (al#,r"#a 

    .rowth)

    M&mba#) I"d#a lcat#"%

    State Ba"/ , I"d#a ha$ ,te" acted a$ .&ara"tr t the I"d#a" G+er"me"t) m$t "tably d&r#".

    (ha"dra She/har $ te"&re a$  Pr#me M#"#$ter , I"d#a% C#th mre tha" 5377 bra"che$ a"d a

    ,&rther 3777K a$$c#ate ba"/ bra"che$) the SBI ha$ ete"$#+e c+era.e% Fll#". #t$ arch;r#+al

    I(I(I Ba"/ ) State Ba"/ , I"d#a ha$ electr"#cally "etr/ed m$t , #t$ metrpl#ta") &rba" a"d

    $em#;&rba" bra"che$ &"der #t$ (re Ba"/#". Sy$tem =(BS>) #th +er 3677 bra"che$ be#".

    #"crprated $ ,ar% The ba"/ ha$ the lar.e$t ATM "etr/ #" the c&"try ha+#". mre tha" 6

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    20/92

    +ortune .lobal '$$ Ran@ing #$$9)

      SBI deb&ted #" the Frt&"e Glbal 677L2 at 359 #" 277

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    21/92

    Corporate 0etails)

    Th#$ $#te pr+#de$ cmprehe"$#+e #",rmat#" " State Ba"/ , I"d#a r SBI Ba"/) the

     prem#er Nat#"al#8ed I"d#a" Ba"/% State Ba"/ , I"d#a #$ act#+ely #"+l+ed $#"ce 15- #" "";

     pr,#t act#+#ty called (mm&"#ty Ser+#ce$ Ba"/#".%

    State Ba"/ , I"d#a #$ I"d#a$ lar.e$t ba"/ am".$t all p&bl#c a"d pr#+ate $ectr ba"/$ perat#".

    #" I"d#a% State Ba"/ , I"d#a "$ a"d perate$ the ,ll#". $&b$#d#ar#e$ a"d #"t Ve"t&re$ –

    State Ba"/ O, I"d#a (red#t (ard

    State Ba"/ O, I"d#a O"l#"e

    State Ba"/ O, I"d#a *SA

    State Ba"/ O, I"d#a Ser+#ce$

    State Ba"/ O, I"d#a M&t&al F&"d$

    State Ba"/ O, I"d#a Bra"ch

    State Ba"/ O, I"d#a NRI Acc&"t

    Ban@ing Subsidiaries)

    • State Ba"/ , B#/a"er a"d a#p&r =SBB>

    • State Ba"/ , 0yderabad =SB0>

    • State Ba"/ , I"dre =SBI>

    • State Ba"/ , My$re =SBM>

    • State Ba"/ , Pat#ala =SBP>

    • State Ba"/ , Sa&ra$htra =SBS>

    • State Ba"/ , Tra+a"cre =SBT>

    +oreign Subsidiaries)• State ba"/ , I"d#a I"ter"at#"al =Ma&r#t#&$> 4td%

    • State Ba"/ , I"d#a =(al#,r"#a>%

    • State Ba"/ , I"d#a =(a"ada>%

    • INMB Ba"/ 4td) 4a.$%

    21

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    22/92

    Non& ban@ing Subsidiaries,

    • SBI (ap#tal Mar/et$ 4td =SBI(AP>

    • SBI F&"d$ Ma"a.eme"t P+t 4td =SBI F*NDS>

    • SBI DF0I 4td =SBI DF0I>

    • SBI Factr$ a"d (mmerc#al Ser+#ce$ P+t 4td =SBI FA(TORS>

    • SBI (ard$ H Payme"t$ Ser+#ce$ P+t% 4td% =SBI(PS4>

    oint entures)

    • SBI 4#,e I"$&ra"ce (mpa"y 4td =SBI 4IFE>% 

    Actiities)

    State Ba"/ , I"d#a adm#"#$trat#+e $tr&ct&re #$ ell e'pped t +er$ee the lar.e "etr/ 

    , bra"che$ #" I"d#a a"d abrad% The State Ba"/ , I"d#a 13 4cal 0ead O,,#ce$ a"d 6 ?"al

    O,,#ce$ are lcated at #mprta"t c#t#e$ $pread thr&.h&t the c&"try% State Ba"/ , I"d#a ha$ 62

    ,re#." ,,#ce$ #" -3 c&"tr#e$ acr$$ the .lbe% The (rprate Acc&"t$ Gr&p #$ a Strate.#c

    B&$#"e$$ *"#t , the Ba"/ $et &p ecl&$#+ely t ,&l,#ll the $pec#al#8ed ba"/#". "eed$ , tp

    crprate #" the c&"try%

    The ma#" act#+#t#e$ , are #"t ;

    • Per$"al Ba"/#".%

    •  NRI Ser+#ce$%

    • A.r#c&lt&re%

    • I"ter"at#"al%

    • (rprate%

    • SME%

    • Dme$t#c Trea$&ry%

    22

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    23/92

    State Ba"/ , I"d#a ,,er$ the ,ll#". $er+#ce$ t #t$ c&$tmer$ ;

    • Dme$t#c Trea$&ry%

    • SBI V#$ha Jatra Fre#." Tra+el (ard%

    • Br/#". Ser+#ce$

    • Re+#$ed Ser+#ce (har.e%

    • ATM Ser+#ce$%

    • I"ter"et Ba"/#".%

    • E;Pay%

    • E;Ra#l%

    • RBIEFT%

    • Sa,e Dep$#t 4c/er$%

    • G#,t (he'&e$%

    • MI(R (de$%

    • Fre#." I"ard Rem#tta"ce$%

    Mre+er) State Ba"/ , I"d#a ha$ (lle.e$I"$t#t&te$Tra#"#". (e"ter$ that are the $eat$ , 

    lear"#". a"d re$earch a"d de+elpme"t% It cater$ "t "ly t the emplyee$ , State Ba"/ , 

    I"d#a b&t al$ ther ba"/$e$tabl#$hme"t$ #" I"d#a a"d abrad%

    Performance)

    SBI Ba"/ I"d#a had Ttal I"cme , R$

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    24/92

    Company Profile of *C*C*)

    I(I(I Ba"/ #$ I"d#a$ $ec"d;lar.e$t ba"/ #th ttal a$$et$ , R$% -)935%7 b#ll#"

    =*S 92 b#ll#"> at September -7) 2779 a"d pr,#t a,ter ta R$% 1%32 b#ll#" ,r the hal, year 

    e"ded September -7) 2779% The Ba"/ ha$ a "etr/ , ab&t 1)377 bra"che$ a"d 3)6-7 ATM$ #"

    I"d#a a"d pre$e"ce #" 19 c&"tr#e$% I(I(I Ba"/ ,,er$ a #de ra".e , ba"/#". prd&ct$ a"d

    ,#"a"c#al $er+#ce$ t crprate a"d reta#l c&$tmer$ thr&.h a +ar#ety , del#+ery cha""el$ a"d

    thr&.h #t$ $pec#al#8ed $&b$#d#ar#e$ a"d a,,#l#ate$ #" the area$ , #"+e$tme"t ba"/#".) l#,e a"d "";

    l#,e #"$&ra"ce) +e"t&re cap#tal a"d a$$et ma"a.eme"t% The Ba"/ c&rre"tly ha$ $&b$#d#ar#e$ #" the

    *"#ted #".dm) R&$$#a a"d (a"ada) bra"che$ #" *"#ted State$) S#".apre) Bahra#") 0".

    ".) Sr# 4a"/a) atar a"d D&ba# I"ter"at#"al F#"a"ce (e"tre a"d repre$e"tat#+e ,,#ce$ #"

    *"#ted Arab Em#rate$) (h#"a) S&th A,r#ca) Ba".lade$h) Tha#la"d) Malay$#a a"d I"d"e$#a% O&r 

    * $&b$#d#ary ha$ e$tabl#$hed bra"che$ #" Bel.#&m a"d Germa"y%

    I(I(I Ba"/$ e'ty $hare$ are l#$ted #" I"d#a " Bmbay Stc/ Echa".e a"d the Nat#"al Stc/ 

    Echa".e , I"d#a 4#m#ted a"d #t$ Amer#ca" Dep$#tary Rece#pt$ =ADR$> are l#$ted " the Ne

    Jr/ Stc/ Echa".e =NJSE>%

    -istory)

    I(I(I Ba"/ a$ r#.#"ally prmted #" 1553 by I(I(I 4#m#ted) a" I"d#a" ,#"a"c#al #"$t#t&t#")

    a"d a$ #t$ hlly;"ed $&b$#d#ary% I(I(I$ $harehld#". #" I(I(I Ba"/ a$ red&ced t 3

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    25/92

    l#/e I(I(I Ba"/% I" 1555) I(I(I becme the ,#r$t I"d#a" cmpa"y a"d the ,#r$t ba"/ r ,#"a"c#al

    #"$t#t&t#" ,rm "";apa" A$#a t be l#$ted " the NJSE%

    A,ter c"$#derat#" , +ar#&$ crprate $tr&ct&r#". alter"at#+e$ #" the c"tet , the emer.#".

    cmpet#t#+e $ce"ar# #" the I"d#a" ba"/#". #"d&$try) a"d the m+e tard$ &"#+er$al ba"/#".) the

    ma"a.eme"t$ , I(I(I a"d I(I(I Ba"/ ,rmed the +#e that the mer.er , I(I(I #th I(I(I

    Ba"/ &ld be the pt#mal $trate.#c alter"at#+e ,r bth e"t#t#e$) a"d &ld create the pt#mal

    le.al $tr&ct&re ,r the I(I(I .r&p$ &"#+er$al ba"/#". $trate.y% The mer.er &ld e"ha"ce +al&e

    ,r I(I(I $harehlder$ thr&.h the mer.ed e"t#ty$ acce$$ t l;c$t dep$#t$) .reater 

    pprt&"#t#e$ ,r ear"#". ,ee;ba$ed #"cme a"d the ab#l#ty t part#c#pate #" the payme"t$ $y$tem

    a"d pr+#de tra"$act#";ba"/#". $er+#ce$% The mer.er &ld e"ha"ce +al&e ,r I(I(I Ba"/ 

    $harehlder$ thr&.h a lar.e cap#tal ba$e a"d $cale , perat#"$) $eamle$$ acce$$ t I(I(I$$tr". crprate relat#"$h#p$ blt &p +er ,#+e decade$) e"try #"t "e b&$#"e$$ $e.me"t$)

    h#.her mar/et $hare #" +ar#&$ b&$#"e$$ $e.me"t$) part#c&larly ,ee;ba$ed $er+#ce$) a"d acce$$ t

    the +a$t tale"t pl , I(I(I a"d #t$ $&b$#d#ar#e$% I" Octber 2771) the Bard$ , D#rectr$ , 

    I(I(I a"d I(I(I Ba"/ appr+ed the mer.er , I(I(I a"d t , #t$ hlly;"ed reta#l ,#"a"ce

    $&b$#d#ar#e$) I(I(I Per$"al F#"a"c#al Ser+#ce$ 4#m#ted a"d I(I(I (ap#tal Ser+#ce$ 4#m#ted)

    #th I(I(I Ba"/% The mer.er a$ appr+ed by $harehlder$ , I(I(I a"d I(I(I Ba"/ #" a"&ary

    2772) by the 0#.h (&rt , G&!arat at Ahmadabad #" March 2772) a"d by the 0#.h (&rt , 

    &d#cat&re at M&mba# a"d the Re$er+e Ba"/ , I"d#a #" Apr#l 2772% ("$e'&e"t t the mer.er)

    the I(I(I .r&p$ ,#"a"c#". a"d ba"/#". perat#"$) bth hle$ale a"d reta#l) ha+e bee"

    #"te.rated #" a $#".le e"t#ty%

    I(I(I Ba"/ ha$ ,rm&lated a (de , B&$#"e$$ ("d&ct a"d Eth#c$ ,r #t$ d#rectr$ a"d

    emplyee$%

    I(I(I Ba"/ =BSE@ I(I(I> =,rmerly I"d&$tr#al (red#t a"d I"+e$tme"t (rprat#" , I"d#a> #$

    I"d#a$ lar.e$t pr#+ate $ectr ba"/ #" mar/et cap#tal#8at#" a"d $ec"d lar.e$t +erall #" term$ , 

    a$$et$% Ba"/ ha$ ttal a$$et$ , ab&t *SD 177 b#ll#" =at the e"d , March 2779>) a "etr/ , 

    +er 1)-55 bra"che$) 22 re.#"al ,,#ce$ a"d 35 re.#"al prce$$#". ce"tre$) ab&t 3)396 ATM$

    =at the e"d , September 2779>) a"d 23 m#ll#" c&$tmer$ =at the e"d , &ly 277>% I(I(I Ba"/ 

    ,,er$ a #de ra".e , ba"/#". prd&ct$ a"d ,#"a"c#al $er+#ce$ t crprate a"d reta#l c&$tmer$

    26

    http://en.wikipedia.org/wiki/Bombay_Stock_Exchangehttp://www.bseindia.com/price_finder/stockreach.asp?scripcd=ICICIhttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/Automatic_teller_machineshttp://en.wikipedia.org/wiki/Bombay_Stock_Exchangehttp://www.bseindia.com/price_finder/stockreach.asp?scripcd=ICICIhttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/Automatic_teller_machines

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    26/92

    thr&.h a +ar#ety , del#+ery cha""el$ a"d $pec#al#$ed $&b$#d#ar#e$ a"d a,,#l#ate$ #" the area$ , 

    #"+e$tme"t ba"/#".) l#,e a"d "";l#,e #"$&ra"ce) +e"t&re cap#tal a"d a$$et ma"a.eme"t% =The$e

    data are dy"am#c%> I(I(I Ba"/ #$ al$ the lar.e$t #$$&er , cred#t card$ #" I"d#a% L1% I(I(I Ba"/ 

    ha$ .t #t$ e'ty $hare$ l#$ted " the $tc/ echa".e$ at l/ata a"d Vaddara) M&mba# a"d the

     Nat#"al Stc/ Echa".e , I"d#a 4#m#ted) a"d #t$ ADR$ " the  Ne Jr/ Stc/ Echa".e

    =NJSE>%

    The Ba"/ #$ epa"d#". #" +er$ea$ mar/et$ a"d ha$ the lar.e$t #"ter"at#"al bala"ce $heet am".

    I"d#a" ba"/$% I(I(I Ba"/ " ha$ hlly;"ed $&b$#d#ar#e$) bra"che$ a"d repre$e"tat#+e$

    ,,#ce$ #" 19 c&"tr#e$) #"cl&d#". a" ,,$hre &"#t #" M&mba#% Th#$ #"cl&de$ hlly "ed

    $&b$#d#ar#e$ #" (a"ada) R&$$#a a"d the *) ,,$hre ba"/#". &"#t$ #" Bahra#" a"d S#".apre) a"

    ad+#$ry bra"ch #" D&ba#) bra"che$ #" Bel.#&m) 0". ". a"d Sr# 4a"/a) a"d repre$e"tat#+e

    ,,#ce$ #" Ba".lade$h) (h#"a) Malay$#a) I"d"e$#a) S&th A,r#ca) Tha#la"d) the *"#ted Arab

    Em#rate$ a"d *SA% O+er$ea$) the Ba"/ #$ tar.et#". the NRI =N";Re$#de"t I"d#a"> pp&lat#" #"

     part#c&lar%

    I(I(I reprted a 1%16: r#$e #" "et pr,#t t R$% 1)713%21 crre " a 1%25: #"crea$e #" ttal

    #"cme t R$% 5)12%-1 crre #" 2 September 2779 +er 2 September 277%

    1566@ The I"d&$tr#al (red#t a"d I"+e$tme"t (rprat#" , I"d#a 4#m#ted =I(I(I> a$

    #"crprated at the #"#t#at#+e , Crld Ba"/) the G+er"me"t , I"d#a a"d repre$e"tat#+e$ , I"d#a" #"d&$try) #th the b!ect#+e , creat#". a de+elpme"t ,#"a"c#al #"$t#t&t#" ,r pr+#d#".

    med#&m;term a"d l".;term pr!ect ,#"a"c#". t I"d#a" b&$#"e$$e$% Mr%A%Rama$am# M&dal#ar 

    #$ elected a$ the ,#r$t (ha#rma" , I(I(I 4#m#ted%

    I(I(I emer.e$ a$ the ma!r $&rce , ,re#." c&rre"cy la"$ t I"d#a" #"d&$try% Be$#de$

    ,&"d#". ,rm Crld Ba"/ a"d ther m&lt#;lateral a.e"c#e$) I(I(I a$ al$ am". the

    ,#r$t I"d#a" cmpa"#e$ t ra#$e ,&"d$ ,rm #"ter"at#"al mar/et$%

    156

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    27/92

    15

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    28/92

    155 F&"d "amed

    I"d#a" (rprate (llateral#$ed Debt Obl#.at#" F&"d =I((DO F&"d>%

    E;4bby) a $el,;$er+#ce ba"/#". ce"tre a"d a ,#r$t , #t$ /#"d #" I"d#a) #$ #"a&.&rated #"

    P&"e%

    I(I(I Ba"/ la&"ched Pr#+ate Ba"/#".%

    29

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    29/92

    A 1)177;$eat (all (e"tre ,r (&$tmer (are by ph"e a"d e;ma#l a$ $et &p #"

    0yderabad%

    I(I(I Ba"/ 0me Shppe) the ,#r$t;e+er perma"e"t a..re.at#" a"d d#$play , h&$#".

     pr!ect$ #" the c&"ty) la&"ched #" P&"e%

    ATM;";Cheel$) I"d#a$ ,#r$t mb#le ATM) la&"ched #" M&mba#%

    277-@ The ,#r$t I"te.rated (&rre"cy Ma"a.eme"t (e"tre la&"ched #" P&"e%

    I(I(I Ba"/ a""&"ced the $ett#". &p , #t$ ,#r$t;e+er ,,$hre bra"ch #" S#".apre%

    The ,#r$t ,,$hre ba"/#". &"#t =OB*> at SEEP? Spec#al Ec"m#c ?"e) M&mba#) a$

    la&"ched%

    I(I(I Ba"/$ repre$e"tat#+e ,,#ce #"a&.&rated #" D&ba#%

    Repre$e"tat#+e ,,#ce $et &p #" (h#"a%I(I(I Ba"/$ * $&b$#d#ary la&"ched%

    I"d#a$ ,#r$t e+er V#$a M#"# (red#t (ard) a cred#t card 3-: $maller #" d#me"$#"$ a$

    la&"ched%

    A $&b$#d#ary , I(I(I Ba"/ a$ $et &p #" (a"ada%

    Tema$e/ 0ld#".$ ac'red 6%2: $ta/e #" I(I(I Ba"/%

    I(I(I Ba"/ became the mar/et leader #" reta#l cred#t #" I"d#a%

    2773@ Ma M"ey) a hme la" prd&ct that ,,er$ the d&al be"e,#t , h#.her el#.#b#l#ty a"da,,rdab#l#ty t a c&$tmer) #"trd&ced%

    Mb#le ba"/#". $er+#ce #" I"d#a la&"ched #" a$$c#at#" #th Rel#a"ce I",cmm%

    I"d#a$ ,#r$t m&lt#;bra"ded cred#t card #th 0P(4 a"d A#rtel la&"ched%

    #$a" 4a" (ard a"d #""+at#+e) l;c$t ATM$ ere la&"ched #" r&ral I"d#a%

    I(I(I Ba"/ a"d (NB( TV 19 a""&"ced I"d#a$ ,#r$t e+er aard$ rec."#8#". the

    ach#e+eme"t$ , SME$) a p#"eer#". #"#t#at#+e t e"c&ra.e the c"tr#b&t#" , Small a"d

    Med#&m E"terpr#$e$ t the .rth , the I"d#a" ec"my%I(I(I Ba"/ pe"ed #t$ 677th bra"ch #" I"d#a%

    I(I(I Ba"/ #"trd&ced part"er$h#p mdel here#" I(I(I Ba"/ &ld ,r.e a" all#a"ce

    #th e#$t#". m#cr ,#"a"ce #"$t#t&t#"$ =MFI$>% The MFI &ld &"derta/e the

     prmt#"al rle , #de"t#,y#".) tra#"#". a"d prmt#". the m#cr;,#"a"ce cl#e"t$ a"d

    I(I(I Ba"/ &ld ,#"a"ce the cl#e"t$ d#rectly " the recmme"dat#" , the MFI%

    25

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    30/92

    I(I(I Ba"/ #"trd&ced 9 t 9 Ba"/#". here#" all the bra"che$ , the Ba"/ &ld

    rema#" pe" ,rm 9a%m% t 9 p%m% ,rm M"day t Sat&rday%

    I(I(I Ba"/ #"trd&ced the c"cept , ,lat#". rate ,r hme la"$ #" I"d#a%

    2776@ F#r$t r&ral bra"ch a"d ATM la&"ched #" *ttar Prade$h at Delpa"dara) 0ard#%

    Free ,r 4#,e cred#t card$ la&"ched here#" a""&al ,ee$ , all I(I(I Ba"/ (red#t (ard$

    ere a#+ed ,,%

    I(I(I Ba"/ a"d V#$a !#"tly la&"ched m(h' – a re+l&t#"ary cred#t card " the mb#le

     ph"e%

    Pr#+ate Ba"/#". Ma$ter$ 2776) a "at#"#de Gl, t&r"ame"t ,r h#.h "etrth cl#e"t$ , 

    the Pr#+ate Ba"/#". d#+#$#" la&"ched% Th#$ e+e"t #$ the lar.e$t dme$t#c #"+#tat#"

    amate&r .l, e+e"t c"d&cted #" I"d#a%Becme$ the ,#r$t I"d#a" cmpa"y t ma/e a $#m&lta"e&$ e'ty ,,er#". , 1%9 b#ll#"

    #" I"d#a) the *"#ted State$ a"d apa"%

    Ac'red I+e$t#t$#""red#t"y Ba"/ , R&$$#a%

    I(I(I Ba"/ became the lar.e$t ba"/ #" I"d#a #" term$ , #t$ mar/et cap#tal#8at#"%

    I(I(I Ba"/ became the ,#r$t pr#+ate e"t#ty #" I"d#a t ,,er a d#$c&"t t reta#l #"+e$tr$

    ,r #t$ ,ll;&p ,,er%

    277

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    31/92

    277@ I(I(I Ba"/ ma/e$ a *SD 2 b#ll#" three;tra"che #"ter"at#"al b"d ,,er#".) h#ch

     becme$ the lar.e$t b"d ,,er#". by a" I"d#a" ba"/%

    Sa".l# Ba"/ a$ amal.amated #th I(I(I Ba"/%

    I(I(I Ba"/ ra#$ed R$ 27)777 crre =appr 6 b#ll#"> ,rm dme$t#c a"d #"ter"at#"almar/et$ thr&.h a ,ll;" p&bl#c ,,er%

    I(I(I Ba"/$ GBP -67 m#ll#" #"ter"at#"al b"d ,,er#". mar/ed the #"a&.&ral deal #"

    the $terl#". mar/et ,rm a" I"d#a" #$$&er a"d al$ the lar.e$t deal #" the $terl#". mar/et

    ,rm A$#a%

    4a&"ched I"d#a$ ,#r$t e+er !eellery card #" a$$c#at#" #th !eellery ma!r G#ta"!al#

    Gr&p%

    I(I(I Ba"/ became the ,#r$t ba"/ #" I"d#a t la&"ch a prem#&m cred#t card ;; The V#$a

    S#."at&re (red#t (ard%

    The ,&"dat#" $t"e ,r a re.#"al h&b #" Ga"dh#"a.ar) G&!arat a$ la#d%

    I(I(I Ba"/ #"trd&ced SME Tl/#t) a" "l#"e re$&rce ce"tre) t help $mall a"d

    med#&m e"terpr#$e$ $tart) ,#"a"ce a"d .r the#r b&$#"e$$%

    I(I(I Ba"/ $#."ed a m&lt#;tra"che d&al c&rre"cy *S 1%6 b#ll#" $y"d#cat#" la"

    a.reeme"t #" S#".apre%

    I(I(I Ba"/ became the ,#r$t pr#+ate ba"/ #" I"d#a t ,,er bth ,lat#". a"d ,#ed rate "

    car la"$) cmmerc#al +eh#cle$ la"$) c"$tr&ct#" e'pme"t la"$ a"d pr,e$$#"al

    e'pme"t la"$%

    I" a ,#r$t;,;#t$;/#"d) "at#" #de #"#t#at#+e t attract br#.ht .rad&ate $t&de"t$ t p&r$&e a

    career$ #" ba"/#".) I(I(I Ba"/ la&"ched the Prbat#"ary O,,#cer Pr.ramme%

    4a&"ched Ba"/0me $er+#ce$ ,r all $a+#".$ a"d c&rre"t acc&"t c&$tmer$ re$#d#". #"

    I"d#a

    I(I(I Ba"/ E&ra$#a 44( #"a&.&rated #t$ ,#r$t bra"ch at St Peter$b&r.) R&$$#a%

    2779@ I(I(I Ba"/ e"ter$ *SA) la&"che$ #t$ ,#r$t bra"ch #" Ne Jr/ 

    I(I(I Ba"/ e"ter$ Germa"y) pe"$ #t$ ,#r$t bra"ch #" Fra"/,&rt

    I(I(I Ba"/ la&"ched #Mb#le) a brea/thr&.h #""+at#" #" ba"/#". here pract#cally all

    I"ter"et ba"/#". tra"$act#"$ ca" " be d"e ea$#ly " the mb#le ph"e%

    -1

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    32/92

    I(I(I Ba"/ c"cl&ded I"d#a$ lar.e$t e+er $ec&r#t#8at#" tra"$act#" , a pl , reta#l

    la" a$$et$ a..re.at#". t R$% 39%5< b#ll#" =e'+ale"t , *SD 1%21 b#ll#"> #" a m&lt#;

    tra"che #$$&e bac/ed by ,&r d#,,ere"t a$$et cate.r#e$% It #$ al$ the lar.e$t deal #" A$#a

    =e;apa"> #" 2779 t#ll date a"d the $ec"d lar.e$t deal #" A$#a =e;apa" a"d A&$tral#a>

    $#"ce the be.#""#". , 277%

    I(I(I Ba"/ la&"che$ I(I(IA(TIVE;Ba"/#". I"teract#+e Ser+#ce ; al". #th DIS0 TV)

    h#ch #ll all +#eer$ t $ee #",rmat#" ab&t the Ba"/$ prd&ct$ a"d $er+#ce$ a"d

    c"tact deta#l$ " the#r DIS0 TV $cree"$%

    I(I(I Ba"/ a"d Br#t#$h A#ray$ la&"ch a c;bra"ded cred#t card) de$#."ed t ear"

    cardhlder$ accelerated reard p#"t$ #th e+ery Br#t#$h A#ray$ ,l#.ht r by $pe"d#".

    " e+eryday p&rcha$e$

    Personal Ban@ing)

    • Dep$#t$

    • 4a"$

    • (ard$

    • I"+e$tme"t$

    • I"$&ra"ce

    • Demat $er+#ce$

    • Cealth ma"a.eme"t

    NR* Ban@ing)

    M"ey Tra"$,er

    Ba"/ acc&"t$

    I"+e$tme"t$

    Prperty Sl&t#"$

    I"$&ra"ce

    4a"$

    Business Ban@ing)

    (rprate "et ba"/#".

    (a$h Ma"a.eme"t

    -2

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    33/92

    Trade $er+#ce$

    F"l#"e

     SME $er+#ce$

    O"l#"e tae$

    (&$td#al $er+#ce$

    %,6 Research objectie)

    T $t&dy hether the c&$tmer$ are $at#$,#ed #th the#r $er+#ce$ am". I(I(I

     ba"/ a"d SBI ba"/ T /" ab&t the (&$tmer pre,ere"ce$ am". I(I(I a"d SBI ba"/

    T .#+e S&..e$t#"$ t #mpr+e the $er+#ce$

    %,8 Reiew of literature)

    The ba"/#". $ectr #" I"d#a ha$ made remar/able pr.re$$ $#"ce the ec"m#c re,rm$ #" 1551%

     Ne pr#+ate $ectr ba"/$ ha+e br&.ht the "ece$$ary cmpet#t#" #"t the #"d&$try a"d

    $pearheaded the cha".e$ tard$ h#.her &t#l#8at#" , tech"l.y) #mpr+ed c&$tmer $er+#ce

    a"d #""+at#+e prd&ct$% (&$tmer$ are " becm#". #"crea$#".ly c"$c#&$ , the#r r#.ht$ a"d

    are dema"d#". mre tha" e+er be,re% The rece"t tre"d$ $h that m$t ba"/$ are $h#,t#". ,rm a

    prd&ct;ce"tr#c mdelU t a c&$tmer;ce"tr#c mdelU a$ c&$tmer $at#$,act#" ha$ becme "e, the ma!r determ#"a"t$ , b&$#"e$$ .rth% I" th#$ c"tet) pr#r#t#8at#" , pre,ere"ce$ a"d

    cl$e m"#tr#". , c&$tmer $at#$,act#" ha+e becme e$$e"t#al ,r ba"/$% eep#". the$e #"

    m#"d) a" attempt ha$ bee" made #" th#$ $t&dy t a"aly8e the ,actr$ that are e$$e"t#al #"

    #",l&e"c#". the #"+e$tme"t dec#$#" , the c&$tmer$ , the p&bl#c $ectr ba"/$% Fr th#$ p&rp$e)

    Factr A"aly$#$) h#ch #$ the m$t apprpr#ate m&lt#+ar#ate tech"#'&e) ha$ bee" &$ed t #de"t#,y

    the .r&p$ , determ#"a"t$% Factr a"aly$#$ #de"t#,#e$ cmm" d#me"$#"$ , ,actr$ ,rm the

    b$er+ed +ar#able$ that l#"/ t.ether the $eem#".ly &"related +ar#able$ a"d pr+#de$ #"$#.ht #"t

    the &"derly#". $tr&ct&re , the data% Sec"dly) th#$ $t&dy al$ $&..e$t$ $me mea$&re$ t

    ,rm&late mar/et#". $trate.#e$ t l&re c&$tmer$ tard$ ba"/$%

    %,' ;ey >ords) 

    Ban@)

    --

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    34/92

    A ba"/ #$ a ,#"a"c#al #"$t#t&t#" h$e pr#mary act#+#ty #$ t act a$ a payme"t a.e"t ,r c&$tmer$

    a"d t brr a"d le"d m"ey% It #$ a" #"$t#t&t#" ,r rece#+#".) /eep#".) a"d le"d#". m"ey%

    "obile Ban@ing)

    Mb#le ba"/#". =al$ /"" a$ M;Ba"/#".) mba"/#".) SMS Ba"/#". etc%> #$ a term &$ed ,r 

     per,rm#". bala"ce chec/$) acc&"t tra"$act#"$) payme"t$ etc% +#a a mb#le de+#ce $&ch a$ a

    mb#le ph"e% Mb#le ba"/#". tday =277> #$ m$t ,te" per,rmed +#a SMS r the Mb#le

    I"ter"et b&t ca" al$ &$e $pec#al pr.ram$ called cl#e"t$ d"laded t the mb#le de+#ce%

    *nternet Ban@ing)

    O"l#"e ba"/#". =r I"ter"et ba"/#".> all$ c&$tmer$ t c"d&ct ,#"a"c#al tra"$act#"$ " a

    $ec&re eb$#te perated by the#r reta#l r +#rt&al ba"/ ) cred#t &"#" r  bld#". $c#ety%

    Core Ban@ing System)

    (re Ba"/#". #$ a .e"eral term &$ed t de$cr#be the $er+#ce$ pr+#ded by a .r&p , "etr/ed

     ba"/ bra"che$% Ba"/ (&$tmer$ may acce$$ the#r ,&"d$ a"d ther $#mple tra"$act#"$ ,rm a"y

    , the me"ber bra"ch ,,#ce$%

    Atm)

    A" a&tmated teller mach#"e =ATM> #$ a cmp&ter#8ed telecmm&"#cat#"$ de+#ce that pr+#de$

    the c&$tmer$ , a ,#"a"c#al #"$t#t&t#" #th acce$$ t ,#"a"c#al tra"$act#"$  #" a p&bl#c $pace

    #th&t the "eed ,r a h&ma" cler/ r  ba"/ teller % O" m$t mder" ATM$) the c&$tmer #$

    #de"t#,#ed by #"$ert#". a pla$t#c ATM card #th a ma."et#c $tr#pe r a pla$t#c  $martcard #th a

    ch#p) that c"ta#"$ a &"#'&e card "&mber a"d $me $ec&r#ty #",rmat#") $&ch a$ a" ep#rat#"

    -3

    http://en.wikipedia.org/wiki/Financial_institutionhttp://en.wikipedia.org/wiki/Mobile_phonehttp://en.wikipedia.org/wiki/SMShttp://en.wikipedia.org/wiki/Mobile_Internethttp://en.wikipedia.org/wiki/Mobile_Internethttp://en.wikipedia.org/wiki/Virtual_bankhttp://en.wikipedia.org/wiki/Bankhttp://en.wikipedia.org/wiki/Credit_unionhttp://en.wikipedia.org/wiki/Building_societyhttp://en.wikipedia.org/wiki/Customerhttp://en.wikipedia.org/wiki/Financial_institutionhttp://en.wikipedia.org/wiki/Financial_transactionhttp://en.wikipedia.org/wiki/Clerkhttp://en.wikipedia.org/wiki/Bank_tellerhttp://en.wikipedia.org/wiki/ATM_cardhttp://en.wikipedia.org/wiki/Magnetic_stripehttp://en.wikipedia.org/wiki/Smartcardhttp://en.wikipedia.org/wiki/Integrated_circuithttp://en.wikipedia.org/wiki/Financial_institutionhttp://en.wikipedia.org/wiki/Mobile_phonehttp://en.wikipedia.org/wiki/SMShttp://en.wikipedia.org/wiki/Mobile_Internethttp://en.wikipedia.org/wiki/Mobile_Internethttp://en.wikipedia.org/wiki/Virtual_bankhttp://en.wikipedia.org/wiki/Bankhttp://en.wikipedia.org/wiki/Credit_unionhttp://en.wikipedia.org/wiki/Building_societyhttp://en.wikipedia.org/wiki/Customerhttp://en.wikipedia.org/wiki/Financial_institutionhttp://en.wikipedia.org/wiki/Financial_transactionhttp://en.wikipedia.org/wiki/Clerkhttp://en.wikipedia.org/wiki/Bank_tellerhttp://en.wikipedia.org/wiki/ATM_cardhttp://en.wikipedia.org/wiki/Magnetic_stripehttp://en.wikipedia.org/wiki/Smartcardhttp://en.wikipedia.org/wiki/Integrated_circuit

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    35/92

    date r (V(  =(VV>% Sec&r#ty  #$ pr+#ded by the c&$tmer e"ter#". a  per$"al #de"t#,#cat#"

    "&mber  =PIN>%

    *$#". a" ATM) c&$tmer$ ca" acce$$ the#r ba"/ acc&"t$ #" rder t ma/e ca$h #thdraal$ =r 

    cred#t card ca$h ad+a"ce$> a"d chec/ the#r acc&"t bala"ce$ a$ ell a$ p&rcha$#". mb#le cell ph"e prepa#d cred#t% ATM$ are /"" by +ar#&$ ther "ame$ #"cl&d#". automated banking 

    machine) money machine) bank machine) cash machine) holeinthewall ) cashpoint )  Bancomat 

    =#" +ar#&$ c&"tr#e$ #" E&rpe a"d R&$$#a>)  #ultibanco  =a,ter a re.#$tered trade mar/) #"

    Prt&.al>) a"d $ny %ime #oney =#" I"d#a>%

    -6

    http://en.wikipedia.org/wiki/Card_Security_Codehttp://en.wikipedia.org/wiki/Securityhttp://en.wikipedia.org/wiki/Personal_identification_numberhttp://en.wikipedia.org/wiki/Personal_identification_numberhttp://en.wikipedia.org/wiki/Accounthttp://en.wikipedia.org/wiki/Cashhttp://en.wikipedia.org/wiki/Credit_cardhttp://en.wikipedia.org/wiki/Multibancohttp://en.wikipedia.org/wiki/Portugalhttp://en.wikipedia.org/wiki/Indiahttp://en.wikipedia.org/wiki/Card_Security_Codehttp://en.wikipedia.org/wiki/Securityhttp://en.wikipedia.org/wiki/Personal_identification_numberhttp://en.wikipedia.org/wiki/Personal_identification_numberhttp://en.wikipedia.org/wiki/Accounthttp://en.wikipedia.org/wiki/Cashhttp://en.wikipedia.org/wiki/Credit_cardhttp://en.wikipedia.org/wiki/Multibancohttp://en.wikipedia.org/wiki/Portugalhttp://en.wikipedia.org/wiki/India

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    36/92

    R4S4ARC-

    "4(-O0O:O.?

    #,% Sampling design)

    (arget population) 

    •  The tar.et pp&lat#" #" th#$ re$earch re,er$ t the ba"/ c&$tmer$ h are ha+#". a"

    acc&"t #" SBI ba"/ a"d I(I(I ba"/ d&e t the c"+e"#e"ce #" cllect#". the data% The

    -

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    37/92

    re$p"de"t$ ca" be a"y .e"der) a"y #"cme le+el) a"y cc&pat#" a"d a"y ed&cat#"

    le+el%

    Sampling unit

    • The $ampl#". &"#t$ are c&$tmer$ , I(I(I ba"/ a"d SBI ba"/%

    Sampling method

    Fr th#$ re$earch e &$e "";prbab#l#ty $ampl#".% ?#/m&"d =155> $tated that #" "";

     prbab#l#ty $ampl#".) the prbab#l#ty , a"y part#c&lar member , the pp&lat#" be#".

    ch$e" #$ &"/""% The eleme"t #" the pp&lat#" de$ "t ha+e a"y prbab#l#ty attached

    t the#r be#". ch$e" a$ $ample $&b!ect$%

    S" ball $ampl#". #ll be appl#ed #" th#$ re$earch% S" ball $ampl#". #$ &$ed t cllect

    the data ,rm the c&$tmer$% S" ball $ampl#". re,er$ t the prced&re that #"+l+e$ the

    $elect#" , add#t#"al re$p"de"t$ ba$ed " re,erral$ , #"#t#al re$p"de"t$%

    Sample sie

    Gha&r# =2772> $tated that $ample $#8e depe"d " the de$#red prec#$#" ,rm the e$t#mate%

    Prec#$#" #$ the $#8e , the e$t#mat#". #"ter+al he" the prblem #$ "e , e$t#mat#". a

     pp&lat#" parameter% Th#$ re$earch $elect$

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    38/92

    #,# Pilot Study)

     A p#lt $t&dy ca" re,er t ma"y type$ , eper#me"t$) b&t .e"erally the .al , $t&dy #$ t

    repl#cate the ,&ll $cale eper#me"t) b&t "ly " a $maller $cale%

    A p#lt #$ ,te" &$ed t te$t the de$#." , the ,&ll;$cale eper#me"t% The de$#." ca" the" be

    ad!&$ted #" t#me% Th#$ ca" t&r" &t t be +al&able@ $h&ld a"yth#". be m#$$#". #" the p#lt) #t ca"

     be added t the eper#me"t a"d cha"ce$ are that the ,&ll;$cale =a"d mre epe"$#+e> eper#me"t

    #ll "t ha+e t be re;d"e%

    3alidity)

    The ab#l#ty , a $cale r a mea$&r#". #"$tr&me"t t mea$&re hat #t #$ #"te"ded t mea$&re

    ca" be termed a$ the +al#d#ty , the mea$&reme"t% Val#d#ty ca" be mea$&red thr&.h $e+eral

    methd$ l#/e ,ace +al#d#ty) c"te"t +al#d#ty) cr#ter#" – related +al#d#ty a"d c"$tr&ct +al#d#ty% Fr 

    th#$ cmparat#+e $t&dy the re$earcher ha$ ta/e" the ,ace +al#d#ty%

    +ace alidity)

      Face +al#d#ty re,er$ t the cllect#+e a.reeme"t , the epert$ a"d re$earcher$ " the

    +al#d#ty , the mea$&reme"t $cale% The re$earcher ha$ .a+e the '&e$t#""a#re t the epert$ #"

     ba"/#". ,#eld%

    Reliability)

    I" rel#ab#l#ty the re$earcher ha$ adpted the alpha methd% The rel#ab#l#ty ,r the SBI ba"/ 

    ATM $er+#ce #$ %

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    39/92

    • It a$ bta#"ed ,rm the c&$tmer$

    0ata Collection "ethod)

    O&r cmm&"#cat#" apprach a$ ba$#cally $tr&ct&red '&e$t#"#".) that #$ per$"al

    #"ter+#e #th the a#d , pr#"ted '&e$t#""a#re$%

    0ata Analysis)

      Apprpr#ate $tat#$t#cal a"aly$#$ #ll be adpted% The data #ll be tab&lated a"d a"aly8ed%

    #,8 :imitations of the Study)

    The $t&dy #$ l#m#ted t a part#c&lar bra"ch , SBI a"d I(I(I ba"/%

    S#"ce the t#me #$ le$$ the re$earcher ha$ ta/e" a $ample , 177 peple a"d #t #ll "t

    re+eal the hle pp&lat#" , a c&"try%

    -5

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    40/92

    0A(A ANA:?S*S

    1*N(4RP4R(A(*ON

    37

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    41/92

    0ata Analysis and *nterpretation)

    The ,ll#". #",rmat#" c"ta#"$ the data #"terpretat#" , the '&e$t#""a#re$% The

    re$p"de"t$ re$p"$e$ ,r the '&e$t#"$ ha+e bee" #"terpreted a"d a ,#"d#". ha$ bee" made

     ba$ed " the re$p"de"t$ re$p"$e$%

    +reDuency table for the demographic details of the SB* respondentEs

    (able 6,%

    A.4 O+ (-4 R4SPON04N(S

    Fre'&e"cy Perce"t

    26JRS;-6JRS 12 -9%

    -

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    42/92

    .raph) 6,%

    *nterpretation)

    Frm the ab+e table -9%: re$p"de"t$ are bel".#". t the a.e cate.ry , 26yr$;-6yr$% A"d

    1

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    43/92

    (able 6,#

    .4N04R O+ (-4 R4SPON04N(S

    Fre'&e"cy Perce"tFEMA4E 16 39%3

    MA4E 16 39%3

    Ttal -7 177

    .raph) 6,#

    3-

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    44/92

    *nterpretation)

    Frm the ab+e table 39%3: re$p"de"t$ are bel".#". t the cate.ry , ,emale%

    A"d the rema#"#". 39%3: re$p"de"t$ are bel".#". t the cate.ry , male%

    33

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    45/92

    (able 6,6

    40UCA(*ONA: OUA:*+*CA(*ON O+ (-4 R4SPON04N(S

    Fre'&e"cy Perce"t

    S(0OO4 - 5%

    *G 5 25%7

    PG 13 36%2

    PROFESSIONA4

    (O*RSE

    - 5%

    M%ph#lphd 1 -%2

    Ttal -7 177

    .raph 6,6

    36

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    46/92

    *nterpretation)

    Frm the ab+e table 5%: , re$p"de"t$ are bel".#". t the cate.ry , $chl

    a"d pr,e$$#"al c&r$e% A"d 25%7: , re$p"de"t$ are bel".#". t the cate.ry

    , *G% A"d 36%2: , re$p"de"t$ are bel".#". t the cate.ry , PG% A"d -%2:

    , re$p"de"t$ are bel".#". t the cate.ry , M%ph#lphd%

    3

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    47/92

    (able 6,8

    OCCUPA(*ON O+ (-4 R4SPON04N(S

    Fre'&e"cy Perce"t

    SA4ARIED PERSON 26 97%<

    PROFESSIONA4S 1 -%2

    S*PERVISOR 1 -%2

    MANAGERIA4 - 17%7

    Ttal -7 177

    3

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    48/92

    .raph 6,8

    *nterpretation)

    Frm the ab+e table 97%

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    49/92

    (able 6,'

    *NCO"4 :434: O+ (-4 R4SPON04N(S

    Fre'&e"cy Perce"tR$%6)777;R$%16)777 1 63%9

    R$%16)771;R$%26)777 9 26%9

    R$%26)771;R$%-6)777 3 12%5

    Ab+e R$%36)777 1 -%2

    Ttal -7 177

    .raph 6,'

    *nterpretation)

    35

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    50/92

    Frm the ab+e table 63%9: , re$p"de"t$ are ,all#". &"der the #"cme ra".e

     betee" R$%6) 777;R$%16) 777% A"d 26%9: are ,all#". &"der the #"cme ra".e

     betee" R$%16) 771;R$%26) 777% A"d 12%5: , re$p"de"t$ are ,all#". &"der the

    #"cme ra".e betee" R$%26) 771;R$%-6) 777% A"d -%2: , re$p"de"t$ are ,all#".

    &"der the #"cme ra".e betee" Ab+e R$%36) 777%

    67

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    51/92

    (able 6,7

    R4ASON (O C-OOS4 (-4 S4R3*C4

    Fre'&e"cy Perce"t

    EFFI(IENT (*STOMER SERVI(E

    13 36%2

    TIME SAVING 9 26%9

    TRANS(ATION (OSTS - 5%

    TE(0NO4OGJ 1 -%2

    MORE ATMS 3 12%5

    Ttal -7 177

    .raph 6,7

    61

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    52/92

    *nterpretation)

    Frm the ab+e table 36%2: , re$p"de"t$ are $ay#". that the rea$" t ch$e

    SBI #$ they are pr+#d#". e,,#c#e"t c&$tmer $er+#ce% A"d 26%9: , re$p"de"t$ are

    $ay#". that the rea$" t ch$e SBI #$ they are red&c#". &r a#t#". t#me% A"d

    5%: , re$p"de"t$ are $ay#". that the rea$" t ch$e SBI #$ Tra"$act#" c$t$%

    A"d -%2: , re$p"de"t$ are $ay#". that the rea$" t ch$e SBI #$ Tech"l.y%

    A"d 12%5: , re$p"de"t$ are $ay#". that the rea$" t ch$e SBI #$ they are

     pr+#ded mre atm ,ac#l#ty%

    62

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    53/92

    (able 6,9

    (?P4 O+ S4R3*C4 PR4+4R (-4 "OS(

    Fre'&e"cy Perce"tATM SERVI(E 15

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    54/92

    (able 6,5

    A.4 O+ (-4 *C*C* R4SPON04N(S

    Fre'&e"cy Perce"t

    26 JRS;-6 JRS 25 5

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    55/92

    Frm the ab+e table 5

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    56/92

    (able 6,F

    .4N04R O+ (-4 *C*C* R4SPON04N(S

    Fre'&e"cy Perce"t

    FEMA4E 12 37

    MA4E 19

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    57/92

    (able 6,%$

    40UCA(*ONA: :434: O+ *C*C* R4SPON04N(S

    Fre'&e"cy Perce"t

    *G 2

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    58/92

    .raph)

    *nterpretation)

    Frm the ab+e table

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    59/92

    OCCUPA(*ON O+ (-4 *C*C* R4SPON04N(S

    Fre'&e"cy Perce"t

    SA4ARIED PERSON 2-

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    60/92

    *nterpretation)

    Frm the ab+e table

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    61/92

    (able 6,%#

    *NCO"4 :434: O+ (-4 *C*C* R4SPON04N(S

    Fre'&e"cy Perce"t

    R$%6)777;R$%16)777 1< 6-%-

    R$%16)771;R$%26)777 2

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    62/92

    .raph 6,%#

    *nterpretation)

    Frm the ab+e table 6-%-: , re$p"de"t$ are ,all#". &"der the #"cme le+el , 

    R$%6) 777;R$%16) 777% A"d

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    63/92

    (able 6,%6

    R4ASON +OR C-OOS*N. *C*C* S4R3*C4S

    Fre'&e"cy Perce"t

    EFFI(IENT(*STOMER SERVI(E

    9 2

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    64/92

    .raph 6,%6

    *nterpretation)

    Frm the ab+e table 2

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    65/92

    (able 6,%8

    (?P4 O+ S4R3*C4S PR4+4R (-4 "OS(

    Fre'&e"cy Perce"t

    ATM SERVI(E 1- 3-%-

    INTERNET BANING 5 -7%7

    MOBI4E BANING 3 1-%-

    (ORE BANINGSJSTEM

    3 1-%-

    Ttal -7 177

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    66/92

    .raph 6,%8

    *nterpretation)

    Frm the ab+e table 3-%-: , re$p"de"t$ pre,er the ATM $er+#ce% A"d -7: , re$p"de"t$ are pre,erred the #"ter"et ba"/#".% A"d 1-%-: , re$p"de"t$ pre,er 

    the cre ba"/#". $y$tem a"d mb#le ba"/#".%

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    67/92

    Cross (abulation and chi& SDuare (est)

    The ,ll#". table bel #$ cr$$ tab$ a"d ch#; $'&are te$t ,r the dem.raph#c deta#l$ ,r the

    SBI re$p"de"t$% Fr the cr$$ tab&lat#" a"d ch#; $'&are the re$earcher ha$ ta/e" "ly ed&cat#"

    a"d rea$" t the $er+#ce% A"d the ther "e #$ cc&pat#" a"d type , $er+#ce they pre,er the

    m$t%

    (able 6,%'

    40UCA(*ONA: OUA:*+*CA(*ON O+ (-4 R4SPON04N(S G R4ASON

    (O C-OOS4 (-4 S4R3*C4 Cross tabulation

    REASON TO (0OOSE T0E SERVI(E

    EFFI(IENT(*STOMER 

    SERVI(E

    TIMESAVING

    TRANS(ATION(OSTS

    TE(0NO4OGJ MOREATMS Tta

    S(0OO4

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    68/92

    *nterpretation)

    Frm the ab+e table

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    69/92

    .raph 6,%'

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    70/92

    (able 6,%'

    Chi&SDuare (est &*

    -ypothesis)

    0@ There #$ " $#."#,#ca"t relat#"$h#p betee" the ed&cat#"al '&al#,#cat#" , the

    re$p"de"t$ a"d the rea$" t ch$e the $er+#ce%

     0a@ There #$ a $#."#,#ca"t relat#"$h#p betee" the ed&cat#"al '&al#,#cat#" , the

    re$p"de"t$ a"d the rea$" t ch$e the $er+#ce%

    Val&e d, A$ymp% S#.% =2;$#ded>

    Pear$" (h#;S'&are

    9%-5 1< %523

    *nterpretation)

    Frm the ab+e table the calc&lated ch#;$'&are $tat#$t#c #" th#$ ca$e #$ %523% S#"ce the calc&lated

    ch#;$'&are #$ ab+e 7%76% The "&ll hypthe$#$ #$ re!ected a"d the alter"ate hypthe$#$ #$ accepted%

    S there #$ a $#."#,#ca"t relat#"$h#p betee" the ed&cat#"al '&al#,#cat#" , the re$p"de"t$ a"d

    the rea$" t ch$e the $er+#ce%

    7

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    71/92

    (able 6,%7

    OCCUPA(*ON O+ (-4 R4SPON04N(S G (?P4 O+ S4R3*C4 PR4+4R 

    (-4 "OS( Cross tabulation

    TJPE OF SERVI(E PREFER T0E MOST

    ATMSERVI(E

    INTERNETBANING

    MOBI4EBANING

    (OREBANINGSJSTEM

    Ttal

    SA4ARIEDPERSON

    6-%-: -%-:

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    72/92

    .raph 6,%7)

    *nterpretation)

    Frm the ab+e table 3-%-: , re$p"de"t$ pre,er the ATM $er+#ce% A"d -7: , 

    re$p"de"t$ are pre,erred the #"ter"et ba"/#".% A"d 1-%-: , re$p"de"t$ pre,er 

    the cre ba"/#". $y$tem a"d mb#le ba"/#".%

    2

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    73/92

    (able 6,%7

    Chi&SDuare (est & **

    -ypothesis)

    0@ There #$ " $#."#,#ca"t relat#"$h#p betee" the cc&pat#" , the re$p"de"t$ a"d the

    type , $er+#ce they pre,er the m$t%

    0a@ There #$ " $#."#,#ca"t relat#"$h#p betee" the cc&pat#" , the re$p"de"t$ a"d the

    type , $er+#ce they pre,er the m$t%

    Val&e d, A$ymp% S#.% =2;$#ded>

    Pear$" (h#;S'&are

    1-%19< 5 %163

     *nterpretation)

    Frm the ab+e table the calc&lated ch#;$'&are $tat#$t#c #" th#$ ca$e #$ %163% S#"ce the calc&lated

    ch#;$'&are #$ bel 7%76% The "&ll hypthe$#$ #$ accepted a"d the alter"ate hypthe$#$ #$ re!ected%

    S there #$ " $#."#,#ca"t relat#"$h#p betee" the cc&pat#" , the re$p"de"t$ a"d the type ,

    $er+#ce they pre,er the m$t%

    -

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    74/92

    The ,ll#". table bel #$ cr$$ tab$ a"d ch#; $'&are te$t ,r the dem.raph#c

    deta#l$ ,r the I(I(I re$p"de"t$% Fr the cr$$ tab&lat#" a"d ch#; $'&are the

    re$earcher ha$ ta/e" "ly ed&cat#" a"d rea$" t the $er+#ce% A"d the ther "e #$

    cc&pat#" a"d type , $er+#ce they pre,er the m$t%

    3

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    75/92

    (able 6,%9

    40UCA(*ONA: :434: O+ *C*C* R4SPON04N(S G R4ASON +OR 

    C-OOS*N. *C*C* S4R3*C4S Cross tabulation

    REASON FOR (0OOSING I(I(I SERVI(ES

    EFFI(IENT(*STOMERSERVI(E

    EFFI(IENT(OMP4AINTS0AND4ING

    TIMESAVING

    TRANSA(TION(OSTS

    TE(0NO4OGJ RE4IAB4E Tta

    *G %7: %7: %7:

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    76/92

    .raph 6,%9

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    77/92

    (able 6,%9

    Chi&SDuare (est & *

    -ypothesis)

    0@ There #$ " $#."#,#ca"t relat#"$h#p betee" the ed&cat#"al '&al#,#cat#" a"d the

    rea$" ,r ch$#". the $er+#ce%

    0a@ There #$ a $#."#,#ca"t relat#"$h#p betee" the ed&cat#"al '&al#,#cat#" a"d the

    rea$" ,r ch$#". the $er+#ce%

    Val&e d, A$ymp% S#.% =2;$#ded>

    Pear$" (h#;S'&are

    37%2

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    78/92

    OCCUPA(*ON O+ (-4 *C*C* R4SPON04N(S G (?P4 O+ S4R3*C4S

    PR4+4R (-4 "OS( Cross tabulation

    TJPE OF SERVI(E PREFER T0E MOST

    ATMSERVI(E

    INTERNETBANING

    MOBI4EBANING

    (OREBANINGSJSTEM

    Ttal

    SA4ARIEDPERSON

    -

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    79/92

    .raph 6,%5

    (able 6,%5

    5

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    80/92

    Chi&SDuare (est & **

    -ypothesis)

    0@ There #$ " $#."#,#ca"t relat#"$h#p betee" the cc&pat#" , the re$p"de"t$ a"d

    the type , $er+#ce they pre,er the m$t%

    0a@ There #$ a $#."#,#ca"t relat#"$h#p betee" the cc&pat#" , the re$p"de"t$ a"d

    the type , $er+#ce they pre,er the m$t%

     

    Val&e d, A$ymp% S#.% =2;$#ded>

    Pear$" (h#;S'&are

    6%53 5 %3-

     *nterpretation)

    Frm the ab+e table the calc&lated ch#;$'&are $tat#$t#c #" th#$ ca$e #$ %3-% S#"ce the calc&lated

    ch#;$'&are #$ ab+e 7%76% The "&ll hypthe$#$ #$ re!ected a"d the alter"ate hypthe$#$ #$ accepted

    S there #$ a $#."#,#ca"t relat#"$h#p betee" the cc&pat#" , the re$p"de"t$ a"d

    the type , $er+#ce they pre,er the m$t%

    97

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    81/92

    +*N0*N.S

    AN0

    R4CO""4N0A(*ONS

    91

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    82/92

    +indings)

    S&m O, the re$p"de"t$ t ch$e the SBI ba"/ #$ beca&$e the ba"/ #$ pr+#". mre

    ATM ,ac#l#ty t the c&$tmer$%

    A"d ma"y , the re$p"de"t$ are $ay#". the rea$" t ch$e the $er+#ce$ , the SBI

     ba"/ #$ beca&$e they are .d #" e,,#c#e"t c&$tmer $er+#ce%

    A"d the #"cme le+el , the re$p"de"t$ h are ha+#". a" acc&"t #" SBI ba"/ ,all#".

    &"der the #"cme le+el , R$% 6)777 – R$%16%777%

     The a.e .r&p , 26yr$ – -6yr$ re$p"de"t$ m$tly #$ ha+#". a" acc&"t #" SBI ba"/%

     The bth .e"der are e'&ally ha+#". a" acc&"t #" SBI ba"/%

    A"d ma"y , the re$p"de"t$ are "t aare , the ma"y $er+#ce$ re"dered by the SBI

     ba"/% The ,e are dep$#t , ca$h #" ATM) re'&e$t ,r che'&e b/ #" ATM) e"d , the

    day bala"ce #" mb#le) etc%

    S&m O, the re$p"de"t$ t ch$e the I(I(I ba"/ #$ beca&$e the ba"/ #$ mre

    rel#able t the c&$tmer$%

    A"d ma"y , the re$p"de"t$ are $ay#". the rea$" t ch$e the $er+#ce$ , the

    I(I(I ba"/ #$ beca&$e they are .d #" e,,#c#e"t c&$tmer $er+#ce a"d e,,#c#e"t cmpla#"t

    ha"dl#".%

    A"d the #"cme le+el , the re$p"de"t$ h are ha+#". a" acc&"t #" I(I(I ba"/ 

    ,all#". &"der the #"cme le+el , R$% 6)777 ; R$%16%777%

      The a.e .r&p , 26yr$ ; -6yr$ re$p"de"t$ m$tly #$ ha+#". a" acc&"t #" I(I(I ba"/%

      The male .e"der #$ m$tly ha+#". a" acc&"t #" I(I(I ba"/%

    A"d ma"y , the re$p"de"t$ are "t aare , the ma"y $er+#ce$ re"dered by the

    I(I(I ba"/% The ,e are dep$#t , ca$h #" ATM) re'&e$t ,r che'&e b/ #" ATM) e"d

    , the day bala"ce #" mb#le) etc%

    92

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    83/92

    Recommendation)

      S#"ce ma"y , the re$p"de"t$ are "t aare , there /ey $er+#ce$% The ba"/ ha$ t ta/e

    $me #"#t#at#+e$%

      The ba"/ ca" p$t a l#$t , $er+#ce$ that they are re"dered t the c&$tmer$ #"$#de the ba"/

    Prem#$e$%

      A"d they ca" p$t dem , all the$e $er+#ce$ #" the#r ba"/ eb$#te%

      They ca" c"ce"trate mre " the re$p"de"t$ are ,all#". &"der the a.e .r&p 26yr$ – -6yr$%

      The SBI ba"/ ca" c"ce"trate " c&$tmer cmpla#"t$ ha"dl#".%

      The I(I(I ba"/ ca" c"ce"trate " the ,emale .e"der%

      The ba"/ ca" al$ $e"d a p$t t there c&$tmer$ by #",rm#". there $er+#ce$ a"d h t

     prceed #th that a"d all deta#l$ they ca" me"t#" #t #" the p$t%

    9-

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    84/92

    93

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    85/92

    CONC:US*ON 

    96

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    86/92

    Conclusion)

    • S#"ce bth the ba"/$ are cmpet#". e'&ally #th each ther%

    • B&t SBI ba"/ #$ l#ttle b#t bel the l#"e #" c&$tmer cmpla#"t$ ha"dl#". he" cmpared

    t I(I(I ba"/%

    • The I(I(I ba"/ #$ l#ttle b#t bel the l#"e #" c"ce"trat#". " ,emale c&$tmer$ he" t

    SBI ba"/%

    9

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    87/92

    APP4N0*CS

    9

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    88/92

    B*B:*O.RAP-?)

      Re$earch Methdl.y

    ; I(FAI P&bl#cat#"

    S%P%G&pta Stat#$t#c$ B/%

    >ebsites)

     %e8#"ert#cle$%cm 

    %..le$earch%cm 

    %#&p#"d#a%r. 

    %eb$ch$t$earch%cm 

    %emerald#"$#.ht%cm 

    %$cr#bd%cm 

    99

    http://www.googlesearch.com/http://www.iupindia.org/http://www.ebscohostsearch.com/http://www.emeraldinsight.com/http://www.scribd.com/http://www.googlesearch.com/http://www.iupindia.org/http://www.ebscohostsearch.com/http://www.emeraldinsight.com/http://www.scribd.com/

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    89/92

    Huestionnaire

    Personal details

    1% Name@

    2% A.e@ a> 26yr$; -6 yr$ b> -< yr$ ; 36yr$ c> 3< – 66 yr$ d> ab+e 66

    yr$

    -% Ge"der@ a> Male b> Female

    3% Ed&cat#"al &al#,#cat#"@ a> Ill#terate b> Schl c> *G d> PG

    e> Pr,e$$#"al (&r$e ,> Other$

    6% Occ&pat#"@ a> 0&$e #,e b> St&de"t$ c> Salar#ed per$"

    d> B&$#"e$$ ma" e> Pr,e$$#"al$ ,> S&per+#$r

    .> Ma"a.er#al h> pe"$#"er

    SBI ba"/

    9% Chat #$ the rea$" t ch$e the $er+#ce$ , the ba"/W

      a> E,,#c#e"t c&$tmer $er+#ce b> e,,#c#e"t cmpla#"t$ ha"dl#".

    c> T#me $a+#". d> tra"$act#" c$t$ e> tech"l.y

    ,> Other$ XXXXXXXXX pl$ $pec#,y

    95

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    90/92

    5% Chat type , $er+#ce$ d y& pre,er the m$tW

      a> ATM $er+#ce b> I"ter"et Ba"/#". c> Mb#le Ba"/#".

    d> (re ba"/#". $y$tem e> Other$ XXXXXXXXXXXXX pl$ $pec#,y

    Customer serice Duestionnaire

    Plea$e &$e => mar/ t .#+e y&r re$p"$e$ ,r the ,ll#". '&e$t#"$

    %Y$tr".ly d#$a.ree) #Y d#$a.ree) 6Y "e&tral) 8Y a.ree) 'Y $tr".ly a.ree

    S,no % # 6 8 '

    A(" Serice

    % I am ,ac#". prblem$ #" #thdra#". ca$h ,rm

    ATM%# I am ,ac#". prblem$ l#/e #"$&,,#c#e"t ca$h #"

    ATM%6 ATM $er+#ce$ are &$e,&l ,r me t dep$#t ca$h

    a"d che'&e$

    8 ATM $er+#ce$ are &$e,&l ,r me t re'&e$t ,r 

    che'&e b/ 

    ' ATM $er+#ce$ are &$e,&l ,r me t .et the e"'ry

    $tateme"t , my acc&"t%

    *nternet Ban@ing% I"ter"et ba"/#". help$ me t tra"$,er ,&"d$ ,rm

    the ba"/ t the per$"al#8ed tra"$act#"$

    # I"ter"et ba"/#". $a+e$ me t#me ,r the ba"/#".

    tra"$act#"$6 I"ter"et ba"/#". help$ me #" b#ll payme"t$

    57

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    91/92

    8 I"ter"et ba"/#". $ec&re$ the m"ey tra"$act#"$

    ' I"ter"et ba"/#". help$ #" "l#"e trad#"."obile ban@ing

    % Mb#le ba"/#". #$ &$e,&l ,r me t /" the e"d

    , day acc&"t bala"ce%# Mb#le ba"/#". #$ &$e,&l ,r me t /" the

    che'&e deta#l$6 Mb#le ba"/#". #$ &$e,&l ,r me t /" the

    Deb#tcred#t ab+e certa#" l#m#t #" my acc&"t%

    8 Mb#le ba"/#". #$ &$e,&l ,r me t Stp

    #"ard&tard che'&e$%

    ' Mb#le ba"/#". #$ &$e,&l ,r my b#ll payme"t$

    7 Mb#le ba"/#". help$ me t /" ab&t the

    deb#tcred#t deta#l$

    9 Mb#le ba"/#". pr+#de$ me a $&pprt ,r 

    t#c/et#".) rechar.#". mb#le$ etc%Core Ban@ing system

    % (re ba"/#". $y$tem help$ me t tra"$,er ,&"d$

    ,rm d#,,ere"t bra"che$# (re ba"/#". $y$tem ma/e$ me c"+e"#e"t t

    /" ab&t the dep$#t deta#l$6 (re ba"/#". $y$tem help$ me t prtect my

     per$"al #",rmat#"8 (re ba"/#". $y$tem help$ me ,r the ATM

    $er+#ce tra"$act#"$' (re ba"/#". $y$tem help$ me ,r the #"ter"et

     ba"/#". tra"$act#"$

    51

  • 8/21/2019 A Comparative Study of Customer Services in ICICI and SBI

    92/92