Comparision of ICICI With SBI

7/30/2019 Comparision of ICICI With SBI

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Acknowledgement

I would like to take this opportunity to express my gratitude towards all the people

who have in various ways, helped in the successful completion of my project.

I must convey my gratitude to Mrs Monika Sharma, my project guide for giving me

the constant source of inspiration and helping me in preparing the project, personally

correcting my work and providing encouragement throughout the project.

I also thank all my faculty members for steering me through the tough as well as easy

phases of the project in a result oriented manner with concern attention.

Thanking You,

Tusshar Arora


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Executive summary

Private banking is a concept which is new and fast emerging in the world of banking

where changes have become a necessity in order for banks to survive in this

competitive environment vis--vis not only from the public and private sector banks

but also from the foreign banks. The objective of the research is to explore the various

products, which a private banker deals into and the systematic process involved to

match client requirements with the right kind of product. Through this research one of

the main objectives is to explore the reason why most of the banks are injecting

private banking as business profile to their set of service offerings .Though private

banking evolved in late 80s in Asia, in India its not more than 5 years old. ICICI

started it in Aug 2002 and since then it has been a remarkable success. Today there

are enormous solutions to cater client needs but what suits best to a client is where

private banking fits in. Every client will have different needs, liking and preferences.

So a customized portfolio for every client is the need of the day. This research will

highlight more on the product portfolio of ICICI Private Banking, how they have

changed or innovatively structured to be attractive and competitive


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CONTENTS

S No Topic Page No

1 Certificate ii

2 Acknowledgements iii

3 Executive Summary iv

4 List of Tables v

5 List of Figures vi

6 Chapter-1: Introduction

Banks in India

Introduction of SBI and ICICI

Different product

1-28

7 Chapter-2: Methodology & theoretical framework

Methodology used for data collection

Methodology used for data analysis

29-32

8 Chapter-3: Data Presentation and Analysis

Data presentation 33-42

9 Chapter-4: Summary and Conclusions

Suggestions and recommendations

43-45

10 References/Bibliography 46

11 Appendices 47-49


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LIST OF TABLES

Table No Title Page No

1 Table-1 6

2 Table-2 7

3 Table-3 12

4 Table-4 24

5 Table-5 24

6 Table-6 25

7 Table-7 25

8 Table-8 26

9 Table-9 27

10 Table-10 34


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LIST OF FIGURES

Figure No Title Page No

1 Figure-1 24

2 Figure-2 25

3 Figure-3 25

4 Figure-4 26

5 Figure-5 26

6 Figure-6 27

7 Figure-7 27

8 Figure-8 34

9 Figure-9 34

10 Figure-10 35

11 Figure-11 35

12 Figure-12 36

13 Figure-13 36

14 Figure-14 37

15 Figure-15 37

16 Figure-16 38

17 Figure-17 38

18 Figure-18 39

19 Figure-19 39

20 Figure-20 40


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Chapter-I

Introduction

The banking section will navigate through all the aspects of the Banking System in

India. It will discuss upon the matters with the birth of the banking concept in the

country to new players adding their names in the industry in coming few years. The

banker of all banks, Reserve Bank of India (RBI), the Indian Banks Association (IBA)

and top 20 banks like IDBI, HSBC, ICICI, ABN AMRO, etc. has been well defined

under three separate heads with one page dedicated to each bank. However, in the

introduction part of the entire banking cosmos, the past has been well explained under

three different heads namely: History of Banking in India Nationalization of Banks in

India Scheduled Commercial Banks in India .The first deals with the history part since

the dawn of banking system in India. Government took major step in the 1969 to put

the banking sector into systems and it nationalized 14 private banks in the mentioned

year. This has been elaborated in Nationalization Banks in India. The last but not the

least explains about the scheduled and unscheduled banks in India. Section 42 (6) (a)

of RBI Act 1934 lays down the condition of scheduled commercial banks. The

descriptions along with a list of scheduled commercial banks are given on this page.

BANKS IN INDIA

In India the banks are being segregated in different groups. Each group has their own

benefits and limitations in operating in India. Each has their own dedicated target

market. Few of the monthly work in rural sector while others in both rural as well as

urban. Many even are only catering in cities. Some are of Indian origin and some are

foreign players. All these details and many more is discussed over here. The banks


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and its relation with the customers, their mode of operation, the names of banks under

different groups and other such useful informations 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

Introduction of SBI

The origin of the State Bank of India goes back to the first decade of the nineteenth

century with the establishment of the Bank of Calcutta in Calcutta on 2 June 1806.

Three years later the bank received its charter and was re-designed as the Bank of

Bengal (2 January 1809). A unique institution, it was the first joint-stock bank of

British India sponsored by the Government of Bengal. The Bank of Bombay (15 April

1840) and the Bank of Madras (1 July 1843) followed the Bank of Bengal. These

three banks remained at the apex of modern banking in India till their amalgamation

as the Imperial Bank of India on 27 January 1921. Primarily Anglo-Indian creations,

the three presidency banks came into existence either as a result of the compulsions of

imperial finance or by the felt needs of local European commerce and were not

imposed from outside in an arbitrary manner to modernise India's economy. The

State Bank of India, the countrys oldest Bank and a premier in terms of balance sheet

size, number of branches, market capitalization and profits is today going through a

Momentous phase of Change and Transformation the two hundred year old Public

sector behemoth is today stirring out of its Public Sector legacy and moving with an

ability to give the Private and Foreign Banks a run for their money. The bank is

entering into many new businesses with strategic tie ups Pension Funds, General

Insurance, Custodial Services, Private Equity, Mobile Banking, Point of Sale


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Merchant Acquisition, Advisory Services, structured products etc each one of these

initiatives having a huge potential for growth.

The Bank is forging ahead with cutting edge technology and innovative new banking

models, to expand its Rural Banking base, looking at the vast untapped potential in

the hinterland and proposes to cover 100,000 villages in the next two years. It is also

focusing at the top end of the market, on whole sale banking capabilities to provide

India's growing mid / large Corporate with a complete array of products and services.

It is consolidating its global treasury operations and entering into structured products

and derivative instruments. Today, the Bank is the largest provider of infrastructure

debt and the largest arranger of external commercial borrowings in the country. It is

the only Indian bank to feature in the Fortune 500 list. The Bank is changing outdated

front and back end processes to modern customer friendly processes to help improve

the total customer experience. With about 8500 of its own 10000 branches and

another 5100 branches of its Associate Banks already networked, today it offers the

largest banking network to the Indian customer. The Bank is also in the process of

providing complete payment solution to its clientele with its over 8500 ATMs, and

other electronic channels such as Internet banking, debit cards, mobile banking , etc

The bank is also looking at opportunities to grow in size in India as well as

internationally. It presently has 82 foreign offices in 32 countries across the globe. It

has also 7 Subsidiaries in India SBI Capital Markets, SBICAP Securities, SBI

DFHI, SBI Factors, SBI Life and SBI Cards - forming a formidable group in the

Indian Banking scenario. It is in the process of raising capital for its growth and also

consolidating its various holdings.


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SWOT ANALYSIS OF SBI

Strength:

SBI is the largest bank in India in terms of market share, revenue and assets.

The bank has its presence in 32 countries engaging currency trade all over the

world.

SBI has the first mover advantage in commercial banking service.

Weakness:

Lack of proper technology driven services when compared to private banks

The banks spends a huge amount on its rented buildings

SBI has the largest number of employees in banking sector, hence the bank spends a

considerable amount of its income in employees salary compensation

In spite of modernization, the bank still carries the perception of traditional bank to new

age customers

Opportunities:

Merger of associate banks with SBI ,as it will expand the market share and increase4

the revenues

Opening up of new branches And ATMs.

Pool in talent to replace the going top management to serve the next

generation

Threats:

Customer prefer to switch to private banks and financial service providers for

loans and mortgages, as SBI involves stringent verification procedures and

take long time for processing.

More private banks are venturing into rural areas.


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SBI is currently operating at lowest CAR. Insufficient capital may restrict the growth

prospects of the bank going forward.

Delay in technology upgradation could result in loss of market shares.

INTRODUCTION OF ADVANCED PRODUCTS OF SBI

Now a day not all the people have the capacity to fulfil their requirement by their own

earning ,thats why they need help from others. Forthis so many government &

private sector bank provide them money to fulfil their requirement, thats call the

Advance Product (loan product) of the bank. All the banks have so many different

types of advance product as per the requirement of the people or customers. In

Bhubaneswar also there are so many banks those provide loan to the people for

different causes.

Types of Advance Product

Home Loan

Educational Loan

Car Loan

Personal Loan

Property Loan

Now a day a large no. of peo ple are tak ing lo an from dif fe ren t ba nks. It

helps people to fulfil their need and it really easy to repayment the loan amount

with a longer repayment period


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SBI ADVANCED PRODUCTS

SBI Home Loans:

Purpose

Purchase/ Construction of House/ Flat Purchase of a plot of land for construction of

House Extension/ repair/ renovation/ alteration of an existing House/ Flat Purchase of

Furnishings and Consumer Durables as a part of the project cost. Takeover of an

existing loan from other Banks/ Housing Finance Companies.

Eligibility

Minimum age 18 years as on the date of sanction

Maximum age limit for a Home Loan borrower is fixed at 70 years, i.e. the age by

which the loan should be fully repaid. Availability of sufficient, regular and

continuous source of income for servicing the loan repayment.

CAR LOAN:

Purpose

You can take finance for:

A new car, jeep or Multi Utility Vehicles (MUVs)

A used car / jeep (not more than 5 years old). (Any make or model).

Takeover of existing loan from other Bank/Financial institution (Conditions

apply)

Eligibility

To avail an SBI Car Loan, you should be :

Individual between the age of 21-65 years of age.


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A Permanent employee of State / Central Government, Public Sector

Undertaking, Private company or a reputed establishment or

A Professionals or self-employed individual who is an income tax assessee or

A Person engaged in agriculture and allied activities.

Net annual income Rs 100000/- and above

EDUCATION LOAN:

A term loan granted to Indian Nationals for pursuing higher education in India or

abroad where admission has been secured.

Eligible Courses

All courses having employment prospects are eligible.

Graduation courses/ Post graduation courses/ Professional courses

Other courses approved by UGC/Government/AICTE etc.

Expenses considered for loan

Fees payable to college/school/hostel

Examination/Library/Laboratory fees

Purchase of Books/Equipment/Instruments/Uniforms

Caution Deposit/Building Fund/Refundable Deposit (maximum 10% tution

fees for the entire course)

Travel Expenses/Passage money for studies abroad

Purchase of computers considered necessary for completion of course

Cost of a Two-wheeler up to Rs. 50,000/-Any other expenses required to

complete the course like study tours, project work etc

Amount of loan

For students in India, maximum 10 lacs


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Studies abroad, maximum 20 lacs

SBI SARAL PERSONAL LOAN:

Purpose

The loan will be granted for any legitimate purpose whatsoever (e.g. expenses for

domestic or foreign travel, medical treatment of self or a family member, meeting any

financial liability, such as marriage of son/daughter, defraying educational expenses

of wards, meeting margins for purchase of assets etc.

Eligibility

You are eligible if you are a Salaried individual of good quality corporate, self

employed engineer, doctor, architect, chartered accountant, MBA with minimum 2

years standing.

Loan Amount

Your personal loan limit would be determined by your income and repayment

capacity.

PROPERTY LOAN:

Purpose

This is an all purpose loan, i.e., the loan can be obtained for any purpose whatsoever.

If amount of loan is Rs.25.00 lacs and above then purpose of loan will have to be

specified along with an undertaking that loan will not be used for any speculative

purpose whatever including speculation on real estate and equity shares.

Eligibility

A: An individual who is;


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a. An Employee or

b. A Professional, self-employed or an income tax assesse or

c. Engaged in agricultural and allied activities.

B: Your Net Monthly Income (salaried) is in excess of Rs.12,000/- or Net Annual

Income(others) is in excess of Rs.1,50,000/-.The income of the spouse may be added

if he/she is a co-borrower or a guarantor.

C: Maximum age limit: 60 years.

Salient features

Minimum: Rs.25, 000/-

Maximum: Rs.1 crore. The amount is decided by the following calculation:

24 times the net monthly income of salaried persons (Net of all

deductions including TDS) OR

2 times the net annual income of others (income as per latest IT return

less taxes payable)


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INTRODUCTION OF ICICI BANK

ICICI Bank is India's second-largest bank with total assets of Rs. 4,736.47 billion

(US$ 93 billion) at March 31, 2012 and profit after tax Rs. 64.65 billion (US$ 1,271

million) for the year ended March 31, 2012. The Bank has a network of 2,901

branches and 10,021 ATMs in India, and has a presence in 19 countries, including

India.

ICICI Bank offers a wide range of banking products and financial services to

corporate and retail customers through a variety of delivery channels and through its

specialized subsidiaries in the areas of investment banking, life and non-life

insurance, venture capital and asset management.

The Bank currently has subsidiaries in the United Kingdom, Russia and Canada,

branches in United States, Singapore, Bahrain, Hong Kong, Sri Lanka, Qatar and

Dubai International Finance Centre and representative offices in United Arab

Emirates, China, South Africa, Bangladesh, Thailand, Malaysia and Indonesia. Our

UK subsidiary has established branches in Belgium and Germany.


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SWOT ANALYSIS OF ICICI BANK

Strength:

Online Services: ICICI Bankprovides online services of all its banking facilities. It

also provides D Mart account facilitates on-line, so a person can access his account

from anywhere he is.

Advanced infrastructure: Branches of ICICI Bank are well equipped with advanced

technology to provide the customers with taster banking services. All the

computerized machines are located in suitable manner & are very useful to the

customers & staff of the bank.

Friendly Staff: The staff of ICICI Bank in all branches is very friendly & help the

customers in all cases They provide faster services along with bonding & personal

relationship with the customers

24 hrs. Banking services: Compared to other bank ICICI bank provides long

hours of services i.e. 8-8 services to the customers. This service is one of its

kinds & is very helpful for the customers who are in urgent need of money.

Weakness:

High bank service charges: ICICI bank charges highly to customers for the

services provided by them when compared to other bank & that are why it is

only in the reach of higher class of society.

Less Credit Period: ICICI bank provides credit facilities but only up to limited

period. Even when the credit period is not over it sends reminder letters to the

customers which may annoy them.


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Opportunities:

Bank Insurance services: The bank should also provide insurance services.

That means the bank can have a tie-up with a insurance company. The bank

will advertise & promote the different policies introduced by the insurance

company & convince their customers to buy insurance policies.

Increase in percentage of Returns on increase: The bank should provide

higher returns on deposits in comparison of the present situation. This will

also up to large extent help the bank cam profits & popularity

Recruit professionally guided students: Bank & Insurance is a special non-aid

course where the students specialize in the functioning & services of the bank

& so are knowledge about various tax policies. The bank can recruit these

students through tie-ups with colleges. Such students will surely prove as an

asset to the bank.

Associate with social cause: The bank can also associate itself with social

cases like providing relief aid patients funding towards natural calamities. But

this falls in the 4 quadrant so the bank should neglect it.

Threats:

Competition: lClCl Bank is facing tight competition locally as well as

internationally. Bank like CITI Bank. HSBC, ABM, Standard Chartered.

HDFC so provide equivalent facilities like ICICI do.

Net Services: ICICIBank provides all kind of services on-line. There can be

easy access to the e-mail ids of the customers through wrong people. The


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confidential information of the customers can be leaked easily through the e-

mail ids.

No Proper Facilities To Uneducated customers: ICICI Bank provides l

services through electronic computerized machines. This creates problems to

the less educated people. But this threat falls in the 4 quadrant so its

negligible. The company can avoid this threat.

Products of ICICI BANK

ICICI Bank offers wide variety of Loans Products in India to suit your requirements

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 our loan product and provide your details online and our representative will contact

you for getting loans.

Home loans

Car Loans

Personal Loans

FEATURES

Home Loans

ICICI Bank is the top home loan provider in India. Home loan products offered by

ICICI Bank are known for the incomparable benefits they offer such as easy

paperwork, doorstep service and counseling throughout the loan procedure

Building your own home is special. As one of the leading home loan providers, ICICI

Bank Home Loans is here to help you lay the foundation for your dream home


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With the experience of sharing the dream of millions of our customers, we offer you

the most convenient home loan plans to suit your needs.

Advantages

Wide range of product to choose from

Guidance throughout the process making home buying hassle free

Doorstep service at your comfort

Simplified documentation

Sanction approval without having selected a property.

Flexible repayment options

With a network of 2500 branches we are always close to you

Over 900 Bank Branches pan India for servicing of your loans

Free Personal Accident Insurance

Insurance options for your home loan at attractive premium

Documents required:

1) Application form with photograph

2) Identity & residence proof

3) Latest salary slip

4) Form 16

5) Last 6 months bank statements

6) Processing fee cheque


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Car Loans

ICICI Bank is one of the favorite choices for car loan borrowers in India. The bank

has association with all major car manufacturers in India to make sure you get the best

deal. Loan schemes are flexible and approval is speedy. The application procedure is

hassle-free as well.

ELIGIBILITY CRITERIA FOR SALARIED PERSON

Age criteria:The applicant should be above 25 years old at the time of application,

and upto 58 years of age at the time of maturity of the loan

Income criteria:Gross annual income of at least Rs. 2.50 lakhs.Stability:The total employment stability should be more than 2 years and currentemployment stability of minimum 1 year.

Loan Amount

The minimum loan amount for taking a car loan is Rs. 1,00,000. The maximum loan

amount will depend on the price of the car, model variant, profile of the customer, etc.

Personal loans

ICICI Bank has an array of personal loans. With minimal paperwork, you can avail a

loan of up to Rs.10 lakhs.

FEATURES AND ADVANTAGES

No hidden cost

Low personal loan interest rate

Fast processing

Attractive rate of interest


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No security required

ELIGIBILITY CRITERIA

Age: 25 years58 years

Annual income: 1, 44,000 p .a

Loan amount offered: Maximum to 15 lacs

Tenure: 12 months to 60 months

Current experience: Minimum 1 year

Current residential status: Minimum 1 year

Documentation

1) Latest 3 months Bank Statement (where salary/income is credited)

2) 3 Latest salary slips

3) Proof of Continuity current job (Form 16 / Company appointment letter )

4) Proof of Identity (any one)Passport / Driving License / Voters ID / PAN card /

Photo Credit Card / Employee ID card

5) Proof of Residence (any one) Ration Card / Utility bill / LIC Policy Receipt

6) Proof of Qualification Highest Degree (for Professionals / Government employees)

COMPARISON OF LOANS AND ADVANCES OF ICICI AND SBI BANK

For the year 2003:

Name of banks Amt. of advances

State bank of India 137758.46

ICICI bank 52474.48


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Table 4

F igure 1

For the year 2004:



ICICI bank 60757.36

Table 5

F igure 2

For the year 2005:


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ICICI bank 88991.75

Table 6

Fi gure 3

For the year 2006:



ICICI bank 143029.89

Table 7

F igure 4


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For the year 2007:



ICICI bank 146684.38

Table 8

F igure 5

For the year 2008:



ICICI bank 225616


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For the year 2009:



ICICI bank 179269

Table 10

F igure 7

INTERPRETATION

Considering the above data we can say that year on year the amount of advances lent

by State bank of India has increased which indicates that banks business is really

commendable and the credit policy it has maintained is absolutely good. Whereas


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ICICI do not has such good business , SBI is ahead in terms of its business when

compared to ICICI bank. This implies that SBI has incorporated sound business

policies in ICICI .

Chapter-II

Methodology and theoretical framework

Research methodology is a methodology for collecting all sorts of information & data

pertaining to the subject in question. The objective is to examine all the issues

involved & conduct situational analysis. The methodology includes the overall

research design, sampling procedure & fieldwork done& finally the analysis

procedure. The methodology used in the study consistent of sample survey using both

primary & secondary data. The primary data has been collected with the help of

questionnaire as well as personal observation book, magazine; journals have been

referred for secondary data. The questionnaire has been drafted & presented by the

researcher himself.

a) Methodology used for Data Analysis


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Data analysis is done with the help of tables, charts, graphs, diagrams etc. Tools

used for analysis are as follows:

Tables

Used to show the quantitative information that is collected through the questionnaire.

Table will show an orderly arrangement ofquantitative data in columns and rows.

Graphs

Used to represent the Induction process in both the companies.(In graph an

independent variable is represented on the horizontal line (X-axis) and a dependent

variable on the vertical line (Y-axis).

Pie chart

Used to represent the data collected from both the companies graphically. It consists

of a circle (disc) divided into several (usually not exceeding six) segments.

b) Theoretical descriptionThe description of the concepts, tools and techniques used are as follows;

Tables

Orderly arrangement ofquantitative data in columns and rows. Also called matrix. In

statistics, atable (also referred to as cross tabulation or crosstab) is a type oftable in

a matrix format that displays the frequency distribution of the variables. It is often

used to record and analyse the relation between two or more categorical variables

Graphs
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Graphs are often an excellent way to display results. In fact, most good science fair

projects have at least one graph.

For any type of graph:

Generally, we should place our independent variable on the x-axis of our

graph and the dependent variable on the y-axis.

Be sure to label the axes of our graphdon't forget to include the units of

measurement (grams, centimeters, liters, etc.).

If we have more than one set of data, show each series in a different color or

symbol and include a legend with clear labels.

Different types of graphs are appropriate for different experiments. These are just a

few of the possible types of graphs:

A bar graph might be appropriate for comparing different trials or different

experimental groups. It also may be a good choice if our independent variable is not

numerical.

Pie Chart

A pie chart (or a circle graph) is a circularchart divided into sectors, illustrating

proportion. In a pie chart, the arc length of each sector (and consequently its central

angle and area), is proportional to the quantity it represents. When angles are

measured with 1 turn as unit then a number of percent is identified with the same

number of centiturns. Together, the sectors create a full disk. It is named for its

resemblance to a pie which has been sliced. Pie charts work particularly well when

the slices represent 25 to 50% of the data, but in general, other plots such as the bar
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chart or the dot plot, or non-graphical methods such as tables, may be more adapted

for representing certain information. It also shows the frequency within certain groups

of information

CHAPTER -III

DATA PRESENTATION AND ANALYSIS

Ques 1- Respondents accounts on which bank?

a) ICICI

b) SBI

F igure 8

Sales

icici

sbi
http://en.wikipedia.org/wiki/Bar_charthttp://en.wikipedia.org/wiki/Dot_plot_(statistics)http://en.wikipedia.org/wiki/Table_(information)http://en.wikipedia.org/wiki/Table_(information)http://en.wikipedia.org/wiki/Dot_plot_(statistics)http://en.wikipedia.org/wiki/Bar_chart


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Ques 2- Age of the respondents?

a) 25-35 yrs

b) 36-45 yrs

c) 46-55 yrs

d) 55 above

F igure 9

no of respondents

25-35

36-45

46-55

55 above


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Ques 3- What Type of the account you hold in the bank?

SBI ICICI BANK

Fixed account 4 1

Saving account 3 5

Current account 2 4

Other 1 0

ICICI

F igure 10

SBI

F igure 11

FIXED

SAVINGS

CURRENT

OTHER

FIXED

SAVINGS

CURRENT

OTHER


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Ques 4- What type of service do you prefer the most?

SBI ICICI BANK

ATM service 5 4

Internet banking 1 2

Mobile banking 1 3

Core banking system 3 1

F igure 12

F igure 13

SBI

ATM

internet banking

mobile banking

core banking

ICICI

ATM

INTERNET BANKING

MOBILE BANKING

CORE BANKING


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Ques 5- Are you satisfied with services of respective bank you have account in ?

SBI ICICI

Yes 6 7

Quite satisfy 3 2

No 1 1

SBI

F igure 14

ICICI

F igure 15

YES

quite satisfying

no

YES

QUITE SATIFACTORY

NO


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Ques 6- Are you well aware about product and services of respective banks?

YES NO

SBI 8 2

ICICI 7 3

SBI

F igure 16

ICICI

F igure 17

YES

NO

YES

NO


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Ques 7- Preference of loan and advances schemes of SBI over ICICI?

Preference No Preference

SBI 6 4

ICICI 8 2

F igure 18

F igure 19

SBI

PREFERENCE

NO PREFRENCE

ICICI

PREFERENCE

NO PREFERENCE


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Ques 8- Satisfy with present ranking system?

Respondents

Highly satisfied 0

satisfied 5

average 8

dissatisfied 0

Highly dissatisfied 7

F igure 20

RESPONDENTS

HIGHLY SATISFIED

SATISFIED

AVERAGE

DISSATISFIED

HIGHLY DISSATISFIED


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DATA ANALYSIS

From this project it is found that SBI advance product having the 1st place in

the market at Delhi & NCR, there is a great opportunity to compete with ICICI

Bank & to retain its customer by fulfilling the requirement of customer in SBI

and ICICI advance product.

It has been observed that approximately 85% correspondents are using

advance products of SBI and 15% are not using any type of advance product

of SBI in Delhi & NCR.

All of SBI customers are satisfied with the services provided by the bank

Most of the customers at Delhi & NCR prefer to take loan from SBI.

Approximately 43% of advance product users said that the service of SBI in

advance product is excellent.

A response from customer care is so clear & good.

Many customers have no time to call customer care so that they are not able

to know about the service & features of SBI advance product.

Government employees are more concern than private employees for advance

product.

Biggest problem people dont invest their money in Share due to lack of

knowledge

People want securities thats why choose SBI than ICICI bank

Biggest bank of INDIA

Attractive rate of returns

Transparency

Simple and fast processing


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Quick processing


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Chapter- IV

Summary and Conclusions

From the analysis part it can be concluded that customers have a good respond

towards SBI advance products in Delhi & NCR . SBI is in 1st position having large

number of customers & providing good services to them. The bank has a wide

customer base, so the bank should concentrate on this to retain these customers.

In present scenario SBI is the largest advance product issuer in India. Within a very

short period of time the achievement made by SBI is excellent, what a normal bank

cannot expect, but it is being done by SBI. It happens due to employee dedication

towards the organization, fastest growing Indian economy, & brand image.

To be the largest advance product issuer, SBI should focus on-

Launch Innovative product

Customized advance products

Better customer services

Fastest customers problem solving techniques

Customer retention

Apart from all the above, SBI believe in providing good customer services to

their customers which is a key factor for success in future.


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Suggestion & Recommendation

Customer awareness programme is required so that more people should

attract towards advance product.

Both should more concern about physical verification rather than phone

verification so it will avoid fraud or cheating.

Advance product selling agents must not give any type of wrong information

regarding advance product.

For the better service new offers would be require

.SBI customer care should more concern about the fastest settlement of

customer problems. ICICI bank is already doing.

Before deducting or charging any monetary charge SBI& ICICI must consult

with customer.

Agents should be trained, well educated & proper trained to convince the

people about different advance product.

It is the duty of the bank to disclose all the material facts regarding advance

product, like ROI, repayment period and any types of charges, etc.

Special scheme should be implemented to encourage both customer and

agents.

SBI and ICICI should more focus on Retaining existing customers.

Both banks must focus on Segmentation based on customer knowledge

Product offering based on customer demand.

SBI and ICICI must take feedbacks of customers regarding features &

services

Suggestions given by the consumers at the time of survey:

There is more time period for repayment of education loan. ( Namrata Das )


41/45


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BIBLIOGRAPHY

www.google.co.in

www.sbi.co.in

www.statebankofindia.com

www.icici.com

http://en.wikipedia.org/
http://www.google.co.in/http://www.sbi.co.in/http://www.statebankofindia.com/http://www.icici.com/http://www.icici.com/http://www.statebankofindia.com/http://www.sbi.co.in/http://www.google.co.in/


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ANNEXURE

Questionnaire

Ques 1- Accounts on which bank?

a) ICICI b) SBI

Ques 2- Age of the respondents?

a) 25-35 yrs

b) 36-45 yrs

c) 46-55 yrs

d) 55 above

Ques 3- What Type of the account you hold in the bank?

SBI ICICI BANK

Fixed account

Saving account

Current account

Other


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Ques 4- What type of service do you prefer the most?

SBI ICICI BANK

ATM service

Internet banking

Mobile banking

Core banking system

Ques 5- Are you satisfied with services of respective bank you have account in

??

SBI ICICI

yes

Quite satisfy

No

Ques 6- Are you well aware about product and services of respective banks?

YES NO

SBI

ICICI


45/45

Ques 7- Preference of loan and advances schemes of SBI over ICICI?

Preference No Preference

SBI

ICICI

Ques 8- Satisfy with present banking system?

Respondents

Highly satisfied

satisfied

average

dissatisfied

Highly dissatisfied