ICICI report (1).docx

7/30/2019 ICICI report (1).docx

1/65

DR.TANVEER MALAVAT COLLEGE OF

BIOSCIENCES BIKANER.

Summer project Report

On

STUDY OF PERCEPTION OF COSTOMER FOR THE

SERVICE OF ICICI BANK LTD. & TO UNDERTAKE THE

TIME MOTION STUDY FOR THE SERVICES.

For

IIICCCIIICCCIII BBBAAANNNKKK BBBIIIKKKAAANNNEEERRR...

SSSuuubbbmmmiiitttttteeeddd tttooowwwaaarrrdddsss ttthhheee pppaaarrrtttiiiaaalll fffuuulllfffiiillllllmmmeeennnttt ooofffMMMaaasssttteeerrr ooofff

BBBuuusssiiinnneeessssss AAAdddmmmiiinnniiissstttrrraaatttiiiooonnn aaawwwaaarrrdddeeeddd bbbyyy MMMaaahhhaaarrraaajjjaaa GGGaaannngggaaa

SSSiiinnnggghhh UUUnnniiivvveeerrrsssiiitttyyy,,, BBBiiikkkaaannneeerrr...

Submitted By:

MIRZA ZUBER REHMAN

B.B.A (2007-2010)


2/65

CERTIFICATE FROM THE GUIDE.

This is certify that MR. MIRZA ZUBER REHMANstudent of B.B.A. Programmed has completed his summertraining of 7 weeks from ( )and prepared this report on Study of perception ofcustomers for the service of ICICI BANK LTD. Andto undertake the time motion study for the service.Under my guidance.

Date: _________ ( )Place: ________ H.O.D.

B.B.A. Department


3/65

DECLARATION.

I hereby declare that the summer project entitled Study

of perception of customers for the service ofICICI

BANK LTD. And to undertake the time motion study forthe service. Submitted by me to the DR. TANVEER

MALAVAT COLLEGE OF BIOSCIENCES BIKANER. For

consideration towards partial fulfillment of the Bachelor

degree of business administration (B.B.A.) represents my

own work expect for the guidance and/ or suggestionsreceived, which have been suitably acknowledged.

I further state that this work does not form part of my or

any other report submitted to this or any other university

for the award of any degree or diploma.

Place: _______

Date: ________ (MIRZA ZUBER REHMAN)


4/65

PREFACE

With a jump in Indian economy from a manufacturing sector, that never reallylooks off, to a nascent sector, banking as a whole is undergoing a change. A largeroption for the consumer is getting translated into a larger demand for financialproducts for the consumer is getting translated into a larger demand for financialproducts and customization of service is fast becoming the norm than acompetitive advantage. With a retail banking sector expected to grow at a rate of30% players are focusing more and more on the retail and are waking up to thepotential of this sector of banking.

Banks today have to cope with a variety of business challenges necessitatedby increasing competition, tight margin and need to implement cost-effectivetechnology for better customer support. This becomes a difficult proposition whenalmost all the banks have similar offerings with each other to attract and retaincustomers.

A growing market can never be an alibi for lack of innovation. Indian banks

have showing little or no interest in innovative tailor-made products. They have

often tried to copy process designs that have been tested. Each economic culture

has its own traits and one who successfully adapts those to the business is the

eventual winner. Banks have traditionally performed the role of financialintermediaries. Apart from the old world game of transforming liabilities or

deposits to assets or loans, traditional banking has now expanded to cover areas

like logistic support for their customer for collection of receivables, tie-ups with

other service providers to facilitate bill payments, provide customized solution to

customers segments. The current trend is to try and be a part of all the financial

transactions in the market space and increase the share of the customer wallet. At

last but not least, I shall always be grateful to this private sector undertaking (ICICI

Bank Ltd.) for giving me an opportunity to be a part of its highly reputed

organization.


5/65

TABLE OF CONTENTS

TOPICS Page no.

1. Acknowledgement2. Preface3. Industry Profile ( INDIAN BANKING SYSTEM)

A Historical Perspective Banks Are Prone To Crisis Role In The Money Supply

4. Developments in Banking System Social Controls of Banks Nationalization of Banks

Regional Rural Banks Second Nationalization Current Scenario Services Typically Offered By Banks

5. Company Profile (ICICI BANK) Origination Transformation Our view of Bank Board Members

Saving Account Benefits They Get By Opening This Account Features Of ICICI Bank Saving Account Charges Collection Facility Closure Of Account Saving Account Rules Payment Of Interest

Salary Account Family Shield Insurance

Eligibility Documentation

Fixed Deposits Traditional Re-investment Minimum Balance Nomination


6/65

Easy Fixed deposit Features Easy Withdrawal Easy Loan Benefits Fixed Deposit Eligibility Easy Fixed Deposit Eligibility Recurring Deposit Fixed Deposit Chart

Young Star Account Features Special Offer

6. Research Methodology and Objective

Data Collection Approach Research Design Segmentation

7. SWOT Analysis of Banks ICICI BNAK HDFC BANK LIMITED STATE BANK OF INDIA

STATE BANK OF BIKANER AND JAIPUR BANK OF INDIA

8. Comparative Chart

9. Survey Results

10. Suggestions & Recommendations

QUESTIONNAIRE

BIBLIOGRAPHY


7/65

INDUSTRY PROFILE

INDIAN BANKING SYSTEM

A HISTORICAL PERSPECTIVE

The earliest banks in India can be traced to the three presidency banks (in

Bengal, Mumbai and Chennai) in the early 1980s. Subsequently with the

emergency of several small banks in the country, the number of banks had gone

105 December by 1934. In 1921, the three-presidency banks were merged into the

imperial bank of India, which, apart from usual commercial operations, also took

over certain central banking functions. Since the reserve Bank of India was

established as a fullfledged central bank of country in 1935.

The Imperial bank of India was nationalized and came to be known as the

State Bank of India the establishment of the state bank of India was one of the

significant steps taken by the government of India to control its expanding

economy.The banking system witnessed a steady growth during the post-

independence period and compact. However several deficiencies in their

functioning were noticed, mainly in terms of geographical coverage and credit

deployment. The network of branches of various banks covered only a limited

segment of the population in major cities while the rural areas and semi urban

areas were totally neglected. It was also noticed that substantial gaps in credit

deployment existed in financing agriculture, small scale industry and self

employed persons. Further, the ownership pattern of banks showed the

concentration of economic power in few hands lending; it owns a merchant bank

(Citicorp Merchant Bank Limited) and an investment bank (Salomon Smith


8/65

Barney); it operates a private bank (Citigroup Private Bank); finally, its

subsidiaries in tax havens offer offshore banking services to customers in other

countries.

BANKS ARE PRONE TO CRISIS

The traditional bank has an inherent tendency to crisis. This is because the

bank borrows short terms and lends leveraged long term. The sum of deposits and

the banks capital will never equal more than a modest percentage of the loans the

bank has outstanding.

Even if liquidity is not a concern, if there is no run on the bank, banks cansimply choose a ban portfolio of loans, and lose more money than they have. The

US Savings and Loan Crisis in the late 1980s and early 1990s is such an incident.

ROLE IN THE MONEY SUPPLY

A bank raises funds by attracting deposits, borrowing money in the inter-

bank market, or issuing financial instruments in the money market or a securities

market. The bank then lends out most of these funds to borrowers. However, it

would not be prudent for a bank to lend out all of its balance sheet. It most keeps a

certain proportion of its funds in reserve so that it can repay depositors who

withdraw their deposits. Bank reserves are typically kept in the form of a deposit

with a central bank. This behavior is called fractional-reserve banking and it is a

central issue of monetary policy. Some government (or their central banks) restrict

the proportion of a banks balance sheet that can be lent out, and use this as a tool

for controlling the money supply. Even where the reserve ratio is not controlled by

the government, a minimum figure will still be set by regulatory authorities as part

of banking supervision.


9/65

DEVELOPMENTS IN BANKING SYSTEM

SOCIAL CONTROL OF BANKS

Indian banking structure has grown considerably in strength and stability due to the

vigorous control and effective monitoring by reserve bank of India. However,

Order to remove the deficiency pointed above, the Government introduced a

scheme of social control of banks. According to the Banking Commission (1972),

the social control scheme was introduced with the main objective of achieving a

wider spread of bank credit flow to priority sectors and making it a more effective

instrument of development.

NATIONALISATION OF BANKS

Despite of scheme of social control there was no significant reorientation of

lending activities of banks towards meeting the requirements of priority sector like

agriculture. This resulted in nationalization of 14 major commercial banks with

individual deposits exceeding Rs.50 crores in July 1969.

The major objective of nationalization were

Reduction in concentration of economic power in hands of a few.

Expansion of credit to priority areas, which were hitherto neglected like

agriculture, small-scale industries and self, employed people.

Elimination of the use of bank credit for speculative and unproductive

purpose.

To provide a professional bent to bank management and encourage

upcoming entrepreneurs.

At the time of nationalization, the 14 major banks had a paid up capital of

Rs. 28.50 crores, deposits of Rs. 2626 crores, advances Rs. 1813 crores and

4134 branches. In other words the nationalized banks accounted for 80% of


10/65

Branches, 83% of deposits and 84% of advances of the whole banking

system.

The Banks nationalized in 1969 were:-

1. Allahabad Bank

2. Andhra Bank

3. Bank of Baroda

4. Bank of India

5. Canara Bank

6. Central Bank of India

7. Dena Bank

8. Indian Bank

9. Indian Overseas Bank

10. Punjab National Bank

11. United Commercial Bank

12. Union Bank of India

13. Syndicate Bank

14. Bank of Maharashtra

REGIONAL RURAL BANKS

The RRBs were established with a view to combining the local feel and familiarity

with rural problems. The RRBs are primarily sponsored by the commercial banks.

The primary objectives of these banks are:

Providing credit for agricultural purposes to small entrepreneurs engaged in

trade and industry and other productive activities in rural areas.

To cater the needs weaker sections of community.


11/65

SECOND NATIONALISATION

In order to move effectively, meet the growing development needs of the economy

and to promote welfare of people on the large scale six more commercial banks

with demand and Time Liabilities (Deposits) with 200 cr were nationalized in

April 1980. With the second nationalization, the number of public sector banks

increased to 28 (1st nationalization 14 banks, 2nd nationalization 6 bank and SBI

and its seven associate banks).

Over the years with the directional change that has occurred in the banking system

and the fact that the banks responding favorably by evolving new strategies and

innovative ideas the credit structure of the country has become strong and steady.Recognizing the fact that the banks are vital catalytic agents of growth that provide

the basic input of credit, new programmes with the social orientation have been

designed with a view to assist the society.

The names six banks nationalized were as under:

1. Corporation Bank

2. Oriental Bank of Commerce

3. Punjab & Sind Bank

4. Vijaya Bank

5. Andhra Bank

6. New bank of India

After the nationalization of major banks the position altered rapidly and the

flow of credit to the rural areas increased considerably. Along with quantitative

expansion of branch network, there were qualitative improvements in the lending

practices of the banks. The phenomenal change in the lending practices a can be

termed as a transformation from class banking to mass banking. In fact the broader

national objectives of eradication of poverty, unemployment and growth with

social justice have shaped the formulation of various directives schemes.


12/65

CURRENT SCENARIO

The Indian has finally worked up to the competitive dynamics of new Indian

market and is addressing the relevant issues take on the multifarious challenges of

globalization. Bank that employ IT solutions are perceived to be futuristic and

proactive players capable of meeting the multifarious requirement of large

customer base. Private Banks have been fact on the uptake and are reorienting their

strategies using the Internet as a medium.

The Indian banking has come from a long from being a sleepy business

institution to a highly proactive and dynamic entity this transformation has been

largely brought by the large dose of liberalization and economic reforms thatallowed exploring new business opportunities rather than generating revenues form

conventional streams.

The Indian Industry has confidently hit the growth trial that pick in activity

is best reflected in the banking sector which after all is as candid a mirror of a

countrys economy as you could ever find. Most of the Indian financial

intermediaries have been keeping pace with the deepening market economy, riding

the opportunity that come along with reforms even as they brace themselves for

increased competition both foreign and private by strengthening prudential norms

and leveraging technology to ensure that growth engine hums smoothly along.

The essential function of a bank is to provide services related to the storing

of value and the extending credit. The evolution of banking dates back to the

earliest writing, and continues in the present where a bank is a financial institution

that provides banking and other financial services. Currently the term bank is

generally understood an institution that holds a banking license. Banking licenses

are granted by financial supervision authorities and provide rights to conduct the

most fundamental banking services such as accepting deposits and making loans.

There are also financial institutions that provide certain banking services without


13/65

meeting the legal definition of a bank, a so called non-bank. Banks are a subset of

the financial services industry.

The word bank is derived from the Italian Banka, which is derived from

German and means bench. The terms bankrupt and broke are similarly derived

from Banka rotta, which refers to an out of business bank, having its bench

physically broken. Money lenders in Northern Italy originally did business in open

areas, or big open rooms, with each lender working from his own bench or table.

Typically, a bank generates profits from transaction fees on financial

services or the interest spread on resources it holds in trust for clients while paying

them interest on the asset.

SERVICES TYPICALLY OFFERED BY BANKS

Although the type of services offered by a bank depends upon the type of bank

and the county, services provided usually include:

Directly take deposits from the general public and issue checking and saving

accounts.

Lend out money to companies and individuals (see money lender)

Cash checks.

Facilitate money transactions such as wire transfers and cashiers checks

Issue credit cards, ATM, and debit cards and online banking.

Storage of valuables, particularly in a safe deposit box.


14/65

COMPANY PROFILE

ICICI BANK

ORIGINATION

The development banking institution set up in the country, after industrial

Finance Corporation (IFC); was the Industrial Credit Investment Corporation of

India (ICICI).

Its main objectives when it was started were:-

to encourage and assist industrial Investment in private sector

to provide foreign currency loans

to develop underwriting facilities in India, which was not taken up by IFC at

that time

In broad operational terms, the ICICI assist

In the creation, expansion and modernization of private sector enterprises

In encouraging and promoting participation of private capital, both internal

and external, in the ownership of industrial investment through providing

equity participation, underwriting.

TRANSFORMATION

In the 1990s, ICICI transformed its business from a development financial

institution offering only project finance to a diversified financial services group

offering a wide variety of products and services, both directly and through a

number of subsidiaries and affiliates like ICICI Bank. It was after liberalization in

1994 that the government also allowed private players in the banking industry


15/65

ICICI Bank was originally promoted in 1994 by ICICI Limited, an Indian financial

institution, and was its wholly-owned subsidiary,

ICICI bank was incorporated in 1996 with its first branch in CHENNAI under

schedule (II) commercial banks which has given it the right that every accountholder of this bank can claim up to Rs.100000 from RBI if the bank goes into

liquidation which is same in any nationalized bank.

OVERVIEW OF BANK

ICICI Bank is India's second-largest bank with total assets of about Rs.1,67,659

crore at March 31, 2005 and profit after tax of Rs. 2,005 crore for the year

ended March 31, 2005 (Rs. 1,637 crore in fiscal 2004).
http://www.iciciventure.com/http://www.icicilombard.com/http://www.icicibank.com/http://www.iciciprulife.com/http://www.iseconline.com/http://www.iciciventure.com/http://www.icicilombard.com/http://www.icicibank.com/http://www.iciciprulife.com/http://www.iseconline.com/http://www.iciciventure.com/http://www.icicilombard.com/http://www.icicibank.com/http://www.iciciprulife.com/http://www.iseconline.com/http://www.iciciventure.com/http://www.icicilombard.com/http://www.icicibank.com/http://www.iciciprulife.com/http://www.iseconline.com/http://www.iciciventure.com/http://www.icicilombard.com/http://www.icicibank.com/http://www.iciciprulife.com/http://www.iseconline.com/


16/65

ICICI Bank has a network of about 560 branches and extension counters and

over 1,900 ATMs. ICICI Bank offers a wide range of banking products and

financial services to corporate and retail customers through a variety of

delivery channels and through its specialized subsidiaries and affiliates in

the areas of investment banking, life and non-life insurance, venture capitaland asset management.

ICICI Bank set up its international banking group in fiscal 2002 to cater to

the cross border needs of clients and leverage on its domestic banking

strengths to offer products internationally. ICICI Bank currently has

subsidiaries in the United Kingdom and Canada, branches in Singapore and

Bahrain and representative offices in the United States, China, United Arab

Emirates, Bangladesh and South Africa.

ICICI Bank's equity shares are listed in India on the Stock Exchange,

Mumbai and the National Stock Exchange of India Limited and its American

Depositary Receipts (ADRs) are listed on the New York Stock Exchange

(NYSE).

As required by the stock exchanges, ICICI Bank has formulated a Code of

Business Conduct and Ethics for its directors and employees. At April 4,

2005, ICICI Bank, with free float market capitalization of about Rs.308.00 billion (US$ 7.00 billion) ranked third amongst all the companies

listed on the Indian stock exchanges.

ICICI Bank was originally promoted in 1994 by ICICI Limited, an Indian

financial institution, and was its wholly owned subsidiary. ICICI's

shareholding in ICICI Bank was reduced to 46% through a public offering of

shares in India in fiscal 1998, an equity offering in the form of ADRs listed

on the NYSE in fiscal 2000, ICICI Bank's acquisition of Bank of Madura

Limited in an all-stock amalgamation in fiscal 2001, and secondary market

sales by ICICI to institutional investors in fiscal 2001 and fiscal 2002.

ICICI was formed in 1955 at the initiative of the World Bank, the

Government of India and representatives of Indian industry. The principal


17/65

objective was to create a development financial institution for providing

medium-term and long-term project financing to Indian businesses.

In the 1990s, ICICI transformed its business from a development financial

institution offering only project finance to a diversified financial servicesgroup offering a wide variety of products and services, both directly and

through a number of subsidiaries and affiliates like ICICI Bank. In 1999,

ICICI become the first Indian company and the first bank or financial

institution from non-Japan Asia to be listed on the NYSE.

After consideration of various corporate structuring alternatives in the context

of the emerging competitive scenario in the Indian banking industry, and the

move towards universal banking, the managements of ICICI and ICICI Bank

formed the view that the merger of ICICI with ICICI Bank would be the

optimal strategic alternative for both entities, and would create the optimal legal

structure for the ICICI group's universal banking strategy. The merger would

enhance value for ICICI shareholders through the merged entity's access to low-

cost deposits, greater opportunities for earning fee-based income and the ability

to participate in the payments system and provide transaction-banking services.

The merger would enhance value for ICICI Bank shareholders through a large

capital base and scale of operations, seamless access to ICICI's strong corporate

relationships built up over five decades, entry into new business segments,higher market share in various business segments, particularly fee-based

services, and access to the vast talent pool of ICICI and its subsidiaries. In

October 2001, the Boards of Directors of ICICI and ICICI Bank approved the

merger of ICICI and two of its wholly owned retail finance subsidiaries, ICICI

Personal Financial Services Limited and ICICI Capital Services Limited, with

ICICI Bank. The merger was approved by shareholders of ICICI and ICICI

Bank in January 2002, by the High Court of Gujarat at Ahmadabad in March

2002, and by the High Court of Judicature at Mumbai and the Reserve Bank of

India in April 2002. Consequent to the merger, the ICICI group's financing and

banking operations, both wholesale and retail, have been integrated in a single

entity.


18/65

BOARD MEMBERS

Mr. N. Vaghul, Chairman

Mr. Uday M. Chitale, Member

Mr. P.C. Ghosh, Member

Dr. Satish C. Jha, Member

Mr. S.B. Mathur, Member

Mr. L.N. Mittal, Member

Mr. Anupam Puri Member

Mr. Vinod Rai Member

Mr. Somesh R. Sathe, Member

Mr. P.M. Sinha,

Member

Mr. M.K. Sharma Member

Prof. Marti G. Subrahmanyam, Member

Mr. V. Prem Watsa, Member

Mr. K.V. Kamath, MD & Chief Executive Officer

Ms. Lalita D. Gupta Joint Managing Director

Ms.Kalpana Morparia, Deputy Managing Director

Ms. Chanda Kochhar, Executive Director

Dr. Nachiket Mor, Executive Director


19/65

SAVING ACCOUNT

Where the liquidity is concerned the most common and basic option offered

by any bank savings account the ease with which one can access money from this

account is unparalleled.

Customers deposit their personal cash to earn interest at the nominal rate of

interest its a sort ofsafety vault taken by customer to keep their idle cash safely,

lying with them.

BENEFITS THEY GET BY OPENING THIS ACCOUNT:

Having a good relationship banks

Security against their deposits

Convenience in withdrawing their own money

You can access your money via a debit card. When you make a payment on

your DEBIT CARD it immediately gets deducted from your bank account

Through automated teller machine you can freely access your bank account

Cheque book facility permits you to transfer your fund

The internet banking facility provides you easy and secure access to your

account

Anywhere banking entitles you to deposit or withdraw cash up to pre specified

limit across all the bank branches across the country

You can provide standing instruction to your bank to automatically deduct your

credit card payments from your account

Deduction of tax at source is not applicable on interest earned

The Reserve Bank of India mandates insurance of your savings account up to

an amount Rs.100000


20/65

You need to maintain as low as Rs.5000 balance in a quarter or for 90 days i.e.

average quarterly balance in the ICICI Bank Savings Account

Savings Bank Account Interest Rate: - 3.50%

FEATURES OF ICICI BANK SAVINGS ACCOUNT:

Debit-cum-ATM card

Auto Invest Account

Internet Banking

Phone Banking

Anywhere Banking (Withdraw OR deposit up to Rs.50000 from any branch

of ICICI BANK)

Standing instructions

Nomination facility

8 To 8 Banking facility

Quantum optima (value added savings account)

Free quarterly statements

Bill payment facility

Attractive interest rates

Doorstep Service


21/65

From ICICI Bank you can withdraw money from non-based branch as follows:-

Source Amount

ATM 25000SELF CHEQUE 500003

rdPARTY CHEQUE 15000

PURCHASING 25000

TOTAL 115000

CHARGES:

Not maintaining average quarterly balance Rs.832

Cheque bounces Rs.200

Terms & conditions for Establishing Relationship and Operating Accounts:

1. ESTABLISHING A RELATIONSHIP

Applicant desiring to open a Relationship needs to have a Relationship form

signed by the guardian. The guardian needs to declare therein that he/she has

agreed to abide by the rules which are in force from time to time.

Introduction is a pre-requisite for establishing a Relationship. The Bank may

at its discretion consider valid an introduction by an existing relationship holder.

Alternatively, a proof of identity for the guardian has to be furnished as under:


22/65

Proof of Identity(attach copiesprovide original for verification)

Passport or

Letter form existing bank or

PAN (Along with; self cheque drawn on existing Bank)

OR

Provide at least one each from List a & List B along with guardians self

cheque drawn on existing Bank

List A(Proof of Name)

Ration CardEmployee ID card

Driving License

Salary Slip

Voters ID card

Income/wealth tax assessment order

List B(Proof of Current Address)

Electricity bill (Latest)

Telephone bill (Latest)

Copy of LIC Policy or latest premium receipt.

NSC (Copy)

Any latest Credit Card Statement

Letter from employer giving current residential address

2. OPERATING ACCOUNTS

Relationship can be opened in the names of

2.1 A minor under guardianship


23/65

2.2 The Bank will be sending through courier or post from time to time to the

mailing address furnished by the applicant, statements of account, balance

Confirmation certificate, cheque books, various PIN mailers and such other items.

Hence, it is incumbent upon the applicant(s) to intimate change in mailing address,

if any, immediately without any loss of time. The bank will not be responsible for

any loss, damage or consequences for wrong delivery of the above items arising

out of non-intimation of change in mailing address.

2.3 A minimum deposit is prescribed for opening any account under a

relationship. A minimum average balance during a quarter is also required to be

maintained in savings accounts. Failure to maintain the prescribed average minimum

balance will attract service charges of Rs.50 per month.

COLLECTION FACILITY

Cheques, drafts, bills, dividend / interest warrants and other instruments

issued in favour of customers are accepted for collection on account holders

behalf. Collection of outstation instruments entails collection charges. The Bank

has the authority to debit the accounts to recover any amount credited erroneously.

Local cheques, etc., may be tendered for collection sufficiently early in the day as

required vis--vis the local clearing house timings.

CLOSURE OF ACCOUNT

The Bank reserves the right to close Relationship or account(s), which

according to the Bank, is/are not conducted satisfactorily, after due notice to the

customers without assigning any reasons thereof.


24/65

SAVING ACCOUNT RULES

1.1 Natural guardian (Father or widowed mother or court appointed Guardian)

can open a savings account on behalf of a minor with moneys belonging to

the natural guardian. In special cases the bank reserves the right to open

savings Bank account on behalf of a minor by the mother.

1.2 Savings account cannot be opened for business purposes.

1.3 Number of withdrawals in savings account is restricted to 150 per annum.

PAYMENT OF INTERST

3.1 Interest is paid on the minimum credit balance maintained between the 10th

day and last day of each calendar month in saving accounts at the rate in force in

accordance with RBI directives. Interest so calculated is rounded off to the nearest

rupee, ignoring fractions of a rupee. Interest is paid every half year in September and

March.

3.2 No interest is currently payable on the balance maintained in a currentaccount in acceptance with RBI directives.


25/65

SALARY ACCOUNT:

CICI Bank Salary Account is a benefit-rich payroll account for Employers

and Employees. As an organization, you can opt for our salary Accounts to enable

easy disbursements of salaries and enjoy numerous other benefits too.

With ICICI Bank Salary Accounts your employees will enjoy the convenience of:

Having the largest network of ATMs at their command.

Free 24 hour Phone Banking.

Free internet Banking.

All you would require to do is to send ICICI Bank an advice (in form a

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

details of the designated employees in a soft and hard copy format and we will

credit the respective employees accounts as per your statement of advice.

ICICI Bank Salary Accounts benefits you in more than one ways:-

Reduces your paperwork.

Saves remittance costs.

Employees receive instant credit of salaries.

More convenient than ECS.

Besides all of the above, employees will automatically become ICICI Bank

account holders with special benefits and privileges of 8-8 banking, Investment

advisory and much moreICICI Bank also has a special offering: Defense

Banking Services designed exclusively for the armed forces.


26/65

FAMILY SHIELD INSURANCE

Ensures the security of your family through a personal accident Insurance

policy

For an yearly premium amount of Rs. 60/-, your child/family can be insured for an

amount of Rs. 2 lac (In case of surface accidents) or Rs. 4 lac (In case of air

accidents).

ELIGIBILITY

Resident Indian Female.

Joint accounts with a woman as the first bolder are also eligible for the

account

DOCUMENTATION

Tier IAn introduction by an existing relationship holder is a prerequisite for establishing a relationship.

Or

Tier IIProof of identity:

Passport or Letter from existing bank or PAN (along with self cheque drawn

on existing bank)

Or

Tier IIIAt least one each from list A and B (along with self cheque

drawn on existing bank)


27/65

FIXED DEPOSITS:

ICICI Fixed Deposit allows your just that deposits can be opened for

periods ranging from 15 days to 10 years.

TRADITIONAL

Interest payable monthly, quarterly or half-yearly as per your convenience.

Maturity period ranges from 15 days to 10 years.

REINVESTMENT

Interest is compounded quarterly and reinvested with principal amount.

Maturity period ranges from 6 months 7 years.

MINIMUM BALANCE

You can avail of ICICI Bank Fixed Deposits form a minimum deposit of Rs.

10,000 and thereafter in multiples of just Rs. 1,000.

NOMINATION

Nomination facility is available for relationship in the names of individuals.

Unless otherwise specifically, given in writing by depositors, nomination in

deposit accounts will be at Customer ID level.

Depositor(s) however has/have the right to specify different nominations at

account level by completing appropriate forms.


28/65

Further, the applicant(s) is/are at liberty to change the nominee, through

declaration in the appropriate form to revise the nomination during the

currency of the relationship accounts with the Bank.

EASY FIXED DEPOSIT FEATURES

Easy fixed Deposit is an ICICI Bank fixed deposit scheme having benefits of Debit

- cum ATM Card (the Card) The depositors shall be provided with a Debit

Card for transacting in fixed deposit. Transactions which are allowed are

Part withdrawal of fixed deposit.

Full withdrawal of fixed deposit.

Generation of mini statement.

The Card will be issued in the name of primary depositor.

No separate card will be issued to joint applicant/s.

Deposits can be made in two modesEasy Withdrawal

Easy Loan

A Customer has to opt for one of these at the time of opening the account.

Tenure of deposits varies between 1 year and 10 years.

All deposits under this Deposit Scheme will be cumulative (reinvestment) in

nature.

Nomination details are as in the case of normal Fixed Deposits.

EASY WITHDRAWL

Under this option fixed deposit shall be linked to the debit card directly.


29/65

The debit card can be used to withdraw money from the ATM, by breaking

the FD, as and when required.

If the deposits are prematurely withdrawn, the interest rate for the period for

which deposit was with the ICICI Bank prevailing on date of deposit made,

shall be payable.

EASY LOAN

The depositors shall be provided with an overdraft facility against the Easy

FD and can draw up to 85% of the Easy FD value.

The interest rate on the overdraft will be 1% higher than the rate on the FD.

The depositor shall be required to execute all loan facility documentation as

specified by ICICI Bank for these purposes.

Cheque-book will be issued to deposit holder.

BENEFITS

A wide range of tenures, ranging from 15 days to 10 years, to suit your

investment plan.

Partial withdrawal is permitted in units of Rs. 1,000. The balance amount

earns the original rate of interest.

Safe custody of your fixed deposit receipts.

Auto renewal is provided.

Loan facility is available to the extent of 85% of principal and accruedinterest.

Choice of two investment plan: Traditional or Reinvestment.


30/65

FIXED DEPOSIT ELIGIBILITY

Resident Indian. You can open a savings account with as little as Rs.10,

000. This service is available at all our branches across the country.

An introduction is a pre-requisite for establishing a relationship.

EASY FIXED DEPOSIT ELIGIBILITY

The entities eligible for the Deposit Scheme are resident Indians and a

deposit can be opened in the names of an individual

a. In his or her individual capacity, or

b. In individual capacity on joint basis, or

c. In individual capacity on anyone or survivor basis, or

d. On behalf of a minor as father/mother/legal guardian

RECURRING DEPOSIT

A small amount of money saved every month can grow to a large amount

over a period of time

No Tax deducted at source

Can be used for your future expenses like your childs education, marriage,festivals, or just to buy that gold necklace you always wanted, by keeping aside asmall fixed amount every month.


31/65

FIXED DEPOSIT

Domestic term Deposits (General Category)*: With effect from 19th

March 2007

Bank has revised the interest rates on term deposits as under:

Maturity period Interest rates (percent per annum) w.e.f. 19th

March 2007 Single Deposit of

Less

than

Rs. 15

Lacs

Rs. 15

Lacs &

above but

less than

Rs. 50

Lacs

Rs. 50 Lacs &

above but less

than Rs 1

Crore

Rs 1 Crore &

above

7-14days N.A. 3.75 3.75

As advised

by treasury

from time

to time

15-29 days 3.75 4.00 4.00

30-45 days 4.00 4.00 4.00

46-60 days 4.00 4.50 4.50

61-90 days 4.00 4.75 4.75

91 days & above upto 180 days 6.25 9.00 9.00

181 days & above up to 1 year 6.50 9.25 9.25

366 days & above up to 389 days 6.75 8.50 8.50

390 days 9.50 9.50 9.50

391 days & above up to 589 days 6.75 8.50 8.50


32/65

590 days 9.50 9.50 9.50

591 days & above up to 2 years 6.75 8.50 8.50

More than 2 years up to 889 days 7.50 8.50 8.50

890 days 9.50 9.50 9.50

891 days & above up to 3 years 7.50 8.50 8.50

More than 3 years up to 4 years 7.75 8.50 8.50



*Subject to revision without prior notice.

Senior citizens will receive an additional interest of 0.50% per annum for deposits

less than 15 lacs for all tenors.

Note: Rates for Deposits for Rs.15 Lacs and above will be advised by treasury

from time to time.

Penalty on pre-mature withdrawals would be applicable.

Applicable rate of interest on ICICI Bank Tax-Saver Fixed Deposit (Tenure-5

years) is 9.50% p.a.


33/65

YOUNG STARS ACCOUNT

Young Stars, cute companions will guide CHILDRENS through the world

of banking through checking the account balance; fun zones land special pages

on the internet. It makes banking a pleasure and of course teaches your child at to

manage their personal finances. Once you are done with your banking, you can

access your childs account with all the fun links to special zones designed to suit

your childs area of interests and also impart knowledge on the current events of

the world. You can even open a recurring deposit in your childs name.

FEATURESYoung Stars is a banking service for children, aged 1-18 years, brought to

you by ICICI Bank to help the parents meet the present and ;future ;aspirations that

they hold for their child. It offers various savings and investment options to the

parent along with teaching the child to manage his/her personal finance in a more

responsible and independent manner.

SPECIAL OFFER

1. Option of a Savings Bank account, Fixed Deposit account or recurring Deposit

account.

2. Minimum balance at Rs.500/- per quarter for Savings Bank.

3. A special Recurring Deposit account with additional features as below:

I. The parent would put forward ;the desired amount to be earned at

the of the tenure

II. Based on the prevailing rate of interest, the bank staff would then

back calculate the installments to be deposited now till maturity.


34/65

Other RD type savings options that are possible for the parent include investing

sums periodically and then receiving sums back from the bank periodically. The

various RD options would be available through the Annuity to Annuity Product

already developed by the bank.

4. Free personalized cheque-book.

5. Free Domestic; Debit Card* for the child above the age of 10 years with

features as below:

a. Daily withdrawals limits of Rs.1, 000/-

b. Daily spend limits of Rs.1, 000/-

c. Special privileges across all alliance partners outlets.

6. Facility of invest in GOI relief Bonds and Mutual Funds.

7. Free Internet banking.

a. Separate user ids and passwords for both parents and children

b. Access to special zones and links to related websites for making internet

banking a memorable experience.

8. Facility to transfer funds from parent account to kid account to enable parents to

inculcate savings habit amongst children.

9. Facility of setting up a sweep account from the Young Stars accounts to the RD

to enable the parents to let their child earn more.

10. Alliances with various partners to meet the childs needs.


35/65

KEY FOR ICICI BANK

List A (proof of name) List B (proof of address)

Ration Card Electricity bill (the latest)

Employee ID card Telephone bill (the latest)

Driving License Copy of LIC policy or latestpremium receipt

Pan card Printed letter head with seal

Voters ID Card Latest credit card statement

Income/wealth tax assessmentorders

Letter from employer givingcurrent residential address


36/65

RESEARCH METHODOLOGY

DATA COLLECTION APPROACH

PRIMARY DATA

SECONDARY APPROACH

DATA THROUGH PRIMARY SOURCES

The inquiry was done of the respondents through questionnaire in which the same

set of questions were asked to the very respondents falling within out sample. The

advantage is that it is simple to administer easy to tabulate and analyze.

DATA THROUGH SECONDARY SOURCES

The search was done on internet and related magazines, companys websites to

extract relevant information. The other necessary information regarding ICICI

Bank products and other bank products and offerings were obtained through

printed sources such as Handouts, Pamphlets, Advertisements and circulars etc

SAMPLE SIZE

Our product guide, keeping in view the time consideration, determined the size of

sample of the sample arbitrarily

FINDINGS

Findings are presented in an appropriate form such as TABLES GRAPHS

PROJECT DURATION

6 to 8 weeks


37/65

RESEARCH DESIGN

For collecting primary data from large groups of people through the question

answer approach protocol process, survey method was used to engage a person togather substantial amount of information from enough members of the target

population so that the inductive logic and probabilistic inferences rather than

deductive reasoning can be incorporated in understanding the relationship between

desired market factors and phenomena under investigation.

SEGMENTATION

In order to execute the summer training project, Bikaner was segmented on thebasis

MAIN MARKET AREA

POSH RESIDETIAL AREA

SEGMENTATION OF MARKET FOR SAVINGS ACCOUNT

Geographical basis

Demographical

TARGET RESPONDENTS

For questionnaire no. 1 (FOR BANKS) Major Private Sector Banks like

HDFC, and selected nationalized banks like SBI, BANK OF BARODA, and For

questionnaire no. 2 (for individual respondents)Government executive and high

profile businessman or professional and people from high profile.

SAMPLING

To serve the objective and study the scope banks we have designed two set of

questionnaires.


38/65

1. The first questionnaire was developed to study the product offering andfacilities of different banks so as to check the level of competition in themarket for multinational banks. Nationalized banks

NATIONALIZED BANKS : Consisting of all the banksformed in accordance with1969 Act.

PRIVATE BANKS : Consisting of ICICI, HDFC,UTI

MULTINATINATIONAL : Banks compromising ofstandard charter bank,HSBC

For the comparison of various banks we have taken a sample size of 8 with nonprobability sampling

The second quest was developed to check the level of satisfaction the people getfrom their savings account to know the factors they consider important while

selecting a bank to open an account with. And what facilities they require fromtheir bankers or their grievances arising due to non fulfillment of their needs and

what is their opinion regarding different categories of banks


39/65

SWOT ANALYSIS

STRENGTHS

All the branches are interconnected which give the unique facility of

anywhere banking.

All operations of the bank are carried on with the help of computers thus

transaction are carried with greater efficiency.

ATM + Debit card facility.

Large number of ATMs (28 in Jaipur).

High number of executives which make the work of customers very

convenient.

The withdrawal limit provided by the bank is 25000 per day through ATM& 49,999 through cheque per day.

Maximum customer base in Jaipur; as compared to any of the bank.

WEAKNESS Less awareness among general masses about the different services provided

by bank.

Wrong location of the ATMs machine.

Peoples faith in private banks is still not very high.

Dissatisfaction among customers due to improper and lack of after sales

services.


40/65

Some or the other time the ATMs become out of order.

Exchange rates of demand draft are high

OPPORTUNITIES Peoples dissatisfaction towards nationalized banks in terms of services has

turned to be blessing for private banks.

Among the private players ICICI Bank have the excellent brand image?

There lies a great scope in forex department which is unutilized to a greater

extent can yield much better results by which the bank can increase its

volume.

Special services can be provided to women as the womens role is becoming

prominent.

The trust of people is increasing on the banks rather than going for financial

institution.

There is vast untapped opportunity which lies for every bank in the rural

areas.

THREATS

Reorganization of PSUs. The all PSUs have started to redefine their

services to attract customers attention.

A few foreign banks have been permitted to increase their number branches

and its entry has taken away some business of the existing banks.

Stringent norms by RBI in any time in future can be a threat to private banks as

their activities can be adversely affected


41/65

The bank was incorporated in August. 1994 in the name of 'HDFC Bank Limited',

with its registered office in Mumbai, India. HDFC Bank commenced operations as

a Scheduled Commercial Bank in January 1995. The authorized capital of HDFC

Bank is Rs.450 crore (Rs.45 billion). The paid-up capital is Rs.282 crore (Rs.28.2

billion). Apart from the usual facilities, you get a free ATM Card, Inter-branch-

banking, Net-Banking, Bill-Pay, Phone-Banking, Debit Card and Mobile-Banking,

among others. You also get privileges like fee waivers, enhanced ATM withdrawal

limit, priority locker allotment, free Demat Account al'}d lower interest rates on

loans, t_ name a few. The money is automatically swept in from your fixed deposit

into your Savings Account.

HDFC gives you an overdraft facility up to 75% of your Fixed Deposit. In an

emergency, you can access your funds while your Fixed Deposit continues to earn

high interest. Apart from Regular and Premium Current accounts we also have

HDFC Bank Plus, a Current Account' and then some more. You can transfer up to

Rs. 50 lakh per month' at no extra charge, between the four metros. You can also

avail of cheque clearing between the four metros, get cash delivery/pickup up to

Rs. 25,000/-, home delivery of Demand Drafts, at par cheques, outstation cheque

clearance facility ,etc.24-hour automated banking services with 39 Phone Banking

numbers available. Inter-city/Inter-branch Banking (Access your account from anyof our 435 branches in 199 cities). Net Banking, International Debit Card (An

ATM card you can shop with all over the country and in over 140 countries with),

Mobile-Banking, Bill Payment (Pay your telephone, electricity and mobile phone

bills through our ATMs), and Internet, phone or mobile phone.


42/65

Loans for every need: Our loans come to you in easy-to-pay monthly installments,

and are available with easy documentation and quick delivery, Personal Loans

(Take a loan of up to Rs. 3 lakh for a wedding, education, purchase of a computer

or an exciting holiday) New Car Loans and Used Car Loans (Finance up to 90% of

the cost of a car, new or used! And the loans come- to you with easy

documentation and speedy processing at attractive interest rates), Loans Against

Shares (Get an overdraft up to Rs. 10 lakh at an attractive interest rate against

physical shares, up to 50% of the market value of your shares), Two Wheeler &

Consumer Loans (To help you buy the best durables for your home).

Mutual Funds: Apart from a wide choice of mutual funds to suit your

individual needs.

International Credit Card: Get an option of silver, Gold, or Health plus

Credit card, accepted worldwide from a world-class bank.

NRI Services: A comprehensive range, backed by unmatched features and

world-class service, ensures NRIs all the banking support they need.

Forex Facilities: Avail of Foreign currency, travelers cheques, and foreign

exchange demand drafts, to meet your travel needs.

Insurance: HDFC Bank now brings you life Insurance and Pension Solutions

like Risk Cover Scheme, Savings Scheme, Childrens Plan and Personal Plan from

HDFC Standard Life Insurance Co. Ltd.


43/65

SWOT ANALYSIS

STRENGTHS

The HDFC Group holds 24.2% of the banks equity while about 13.1% of the

equity is held by the depository in respect of the banks issue of AmericanDepository Shares (ADS/ADR Issue)

The Bank at present has an enviable network of over 435 branches

Branches spread over 199 cities across the country

Bank also has a network of over 1069 networked ATMs across these cities

Strong sales and marketing team

Overdraft facility up to 75% against fixed deposit with the bank.

Often confused to be nationalized bank by the people Provides wide range of products apart from deposits

WEAKNESS

No maximum upper limit for requesting a demand draft

Limited banking hours on week days and weekends as compare to ICICI Bank.

Closure on holidays and Sundays.

OPPORTUNITIES

Materialize or longitivity of services in Jaipur and goodwill.

Open up extension counters at suitable and desired location specifically in rural

areas.

Develop a bonding with customers by introducing schemes for good and

recognized personal and women

Increasing the number of ATMs in the new areas like Vaishali Nagar.

Customer retention initiatives & customer relationship management

Development of new credit products for rural India

Weather insurance (rainfall, wind speed)

Life and non-life insurance


44/65

BANKING TECHNOLOGY: CHALLENGES AND OPPORTUNITIES

Enterprise integration

RTGS and inter-bank payment systems

Branch network connectivity

THREATS

Frequent ATMs disorders and excessive rush at ATMs

Extended banking hours of other private and multinational banks which provide

the facility of 365 day banking.

Lower interest rate on FDs.

Limited trust and goodwill in the minds of people

Extensive reach and coverage of private banks primarily ICICI.

STATE BANK OF INDIA

The State Bank of India was thus born with a new sense of social purpose aided by

the 480 offices comprising branches, sub offices and three local Head Offices

inherited from the Imperial Bank. The concept of banking as mere repositories of

the communitys savings and lenders to creditworthy parties was soon to give way

to the concept of purposeful banking sub serving the growing and diversified

financial needs of planned economic development. The State Bank of India was

destined to act as the pacesetter in this respect and lead the Indian banking system

into the exciting field of national development.

SWOT ANALYSIS

STRENGTHS

Indias top bank and best among nationalized banks

Provide better infrastructure than any other nationalized bank


45/65

There are 21 branches existing as per now including Jaipur and more than

10000 branches all over India.

The ATM network is above 3500 in India with 18 ATMs in Jaipur.

The ATMs facility of SBI Bank can be accessed from ICICI and HDFC bank.

Provide all types of insurance advisories

Provide all types cross banking products as any other private sector bank.

The transparency is also much better from other bank with least employee

turnover.

Bank is going for global zing its operation

Marketing network development at head office.

WEAKNESSES

Average waiting time for the customer is 15 to 20 minutes.

No separate customer care unit.

Minimum balance to be maintained per day is Rs. 1000

There is no separate marketing cell in jaipur branches.

No other facility such as phone banking, multiplicity and free financial advice

of the bank.

Reduced banking hours.

OPPORTUNITIES

Setup a marketing cell at the local branch.

Increasing the number of ATM to compete with other private and multinational

banks.

Reducing the minimum balance per day. Ensure that loans are diversified across several customer segments

Introduce robust risk scoring techniques to ensure better quality of loans, as

well as to enable better risk-adjusted returns at the portfolio level.

Improve the quality of credit monitoring systems so that slippage in asset

quality is minimized


46/65

Raise the share of non-fund income by increasing product offering wherever

necessary by better use of technology

Reduce operating expenses by upgrading banking technology Improve the

management of market risks; and finally

Reduce the impact of operational risks by putting in place appropriate

frameworks to measure risks, mitigate them or insuring them.

THEREATS

Growth of private players has led to shifting emphasis from public sector banks.

Increase in foreign banks resulted in taking away business from PSUs

Increasing cross selling of products through banks.

State Bank of Bikaner and JaipurState Bank of Bikaner and Jaipur, a professionally managed Public Sector Bank

with a track; record of uninterrupted profitability and dividend payment (except

one year) since its inception in 1963, came into existence after amalgamation of

the erstwhile State Bank of Jaipur with State Bank of Bikaner, as a subsidiary of

State Bank of India.

SWOT ANALYSIS

STRENGTHS

The Bank is giving thrust on fee based income and relatively sage high

yielding advances like trade advances, Personal segment advances andAgricultural advances

The Bank provides Demat Services and Trusteeship for debenture holders to

increase its fee-based income.

The Bank is planning to introduce Cash Management Services, for the benefit

of corporate customers.


47/65

The Bank is giving high priority for adoption of modern technology to provide

efficient and prompt customer service. The bank has 351 computerized

branches covering more than 77% of its business.

There are 58 branches and 832 atm in all

Provide other cross banking products

Highest customer base and trust of customer of Jaipur

WEAKNESS

Limited customer dealing hrs in comparison to other private sector banks

No facilities to be provided for phone banking, DMAT a.c. in Jaipur

No marketing network in any of the Jaipur branch. Some branches in Jaipur do not have customer relation department

Very low infrastructure in some branches of Jaipur

No banking in rural area

OPPORTUNITY

Hybrid products are upcoming

Making all the branches computerized.

Ensure that loans are diversified across several customer segments

Introduce robust risk scoring techniques to ensure better quality of loans, as

well as to enable better riskadjusted returns at the portfolio level.

Improve the quality of credit monitoring systems so that slippage in asset

quality is minimized

Raise the share of nonfund income by increasing product offerings wherever

necessary by better use of technology

Reduce operating expenses by upgrading banking technology Improve the

management of market risks; and finally

Reduce the impact of operational risks by putting in place appropriate

frameworks to measure risks, mitigate them or insuring them.


48/65

THREATS

Growth of private players has led to shifting emphasis from public sector banks.

Increase in foreign banks resulted in taking away business from PSUs Increasing cross selling of products through banks

Bank of India

Bank of India was founded on 7th September, 1906 by a group of eminent

businessmen from Mumbai. The Bank was under private ownership and control till

July 1969 when it was nationalized along with 13 other banks.

Beginning with one office in Mumbai, with a paid-up capital of Rs. 50 lakh and 50

employees, the Bank has made a rapid growth over the years and blossomed into a

mighty institution with a strong national presence and sizable international

operations. In business volume, the Bank occupies a premier position among the

nationalized banks.

Our Mission to provide superior, proactive banking Services to niche markets

globally, while providing costeffective , responsive services to others in our role

as a development bank, and in so doing, meet the requirements of our

stakeholders.

Our Vision to become the bank of choice for corporate, medium businesses and

up market retail customers and to provide cost effective developmental banking for

small business, mass market and rural markets


49/65

PRODUCTS AND SERVICES

Star personal Star Mortgage Loan

Bullion Banking Star IPO

Star Educational Loans Channel Credit

Kishan Credit Card Corporate Loan

Bill Finance Discounting of future cashflows

Export Finance Foreign Currency SwingLimits

Interest Rates Star Auto fin Scheme

BOI Med mobile Scheme

Deposits:

Term deposit Foreign Currency Deposit Scheme

Rates

NRI Deposit Scheme Special Deposit Product

Interest Rates BOI Floating Deposit Schemes

BOI Savings Plus Scheme

BOI Current Deposits Plus

Account

Services:

Star Cash Management Technology Products/ Services

Depository Services Govt. Relief bonds

Safe Deposit Vault

Corporate banking

Safe Custody Services BOI bonds


50/65

SWOT ANALYSIS

STRENGTHS

This network will provide about 500 ATMs to its clients now to start with.

More Banks are likely to join the network in the next one month and will makeavailable about 1,200 common ATMs for all their clients. The Bank has been

the first among the nationalized banks to establish a fully computerized branch

and ATM facility

Multi Branch Banking (Anywhere Banking) service is available to customers of

networked branches of the Bank.

The Bank has 2573 branches in India spread over all states/ union territories

including 93 specialized branches. The Banks association with the capital market. Entered into an agreement with

the Bombay Stock Exchange (BSE) to manage the BSE Clearing House.

The Bank has sizable presence abroad, with a network of 21 branches

(including three representative offices) at key banking and financial centers viz.

London, New York, Paris, Tokyo, Hong-Kong, and Singapore.

The international business accounts for around 20.10% of Banks total business.

270 branches provide export credit. The expertise in this area has; enabled the

Bank to achieve a leading position in providing export credit in certain areas

like diamond export

The Bank, as on March 2003, had 93 specialized branches comprising

Corporate Banking branches to undertake very large credit business

The Bank also has specialized Branches for Asset Recovery, small scale

Industries, Hi-tech Agriculture Finance, Lease Finance and Treasury.

The Bank is a member of the RBIs VSAT Network and has installed 39 VSATs

linking strategic branches/ offices.


51/65

WEAKNESS

Minimum balance in savings to be Rs. 10000

There is no marketing network of the bank No banking services like phone banking, doorstep banking, mobile banking etc.

No department for maintaining customer relation

People are less interested in opening an account in the banks due to less no of

hrs of working

No demat ac in Jaipur branch

OPPORTUNITY

Extended working hours

Any Time Anywhere Banking

Banking Through Network increments

Online e Banking/ Internet Banking, e Alerts & e News

24 Hour 365 Days Interactive Customer Care Centre

Remote Customer Terminal

Growing Banking Services In India

Up trend of Banking Sector

Back up of Government

THREATS Growing no of private sector banks

Regroups selling of bank products by various banks.


52/65

COMPARITIVE CHART

RESULTS OF SURVEY CONDUCTED ON CUSTOMER VIEW

CUSTOMER RELATION

18%

5%

35%

32%

10%

0% 10% 20% 30% 40%

1

2

3

4

5

PRIORITY

OFIMPORTANCE

% OF IMPORTANCE

CONVENIENCE OF LOCATION

11%

29%

6%

21%

33%

0% 5% 10% 15% 20% 25% 30% 35%

1

2

3

4

5

PRIO

RITYOFIMPORTANCE

% OF ACCOUNT HOLDERS


53/65

How long did you wait in queue

Implications: - As this bar is showing 57% people wait in queue 0 to 5 minutes.

While, it should be 100% people.

57%30%

13%

0

0-5 min 5-10 min more than 10 min


54/65

Did you think numbers of customers available are sufficient?

82%

18%

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

Yes No

Yes No


55/65

RECOMMENDATIONS

STRATEGY TO COMBAT COMPETITION

Strategy for Schools and colleges

First, efforts should be directed towards institutions which have a fee deposition

counter within the premises so that there is no need on the part of the bank to

put extra efforts for fee collection.

Provide life/ accidental insurance cover to all the students and teachers of the

institution concerned for the period of their association with the concerned

institute.

Nominal premium charges may be charged per student subject to negotiations

towards insurance cover.

Zero balance accounts facility for all the teachers a part from their salary

accounts.

Free medical checkup to all the students at least once a year.

Promise special educational loans to meritorious students passing out of the

concerned institution and excelling in competitive exams.

Provide renovation loans for the institution/ college concerned at less than the

prevailing rates of interest.

Highlight the feature of third party banking i.e. crediting any amount deposited

in the account of the concerned institution without any specific instructions.

Provide doorstep/room service facility without any charge to the institution

concerned.

Sponsor/co-sponsor the annual day event or sports day events held at the

institutions to strengthen association with them.


56/65

Commit to waive any charges that might accrue due to any default on the part

of administration during the courts of operation of accounts by them.

Provide discount on the AQB to be maintained to parents of students who

decide to open account with ICICI Bank.

Made arrangement for fee collection keeping in mind the convenience of

parents and the institution concerned.

STRATEGY FOR CINEMA HALLS:

In Jaipur cinema hall are the most happening places especially during

vacations. Cinema halls are these days going flooded with movie watchers. No

doubt, these cinema halls attract huge collections and they need to back their

money every day. Carrying huge amount of money is again very risky. To capture

this sector ICICI BANK should emphasize on doorstep banking, phone banking

and their offers of free bank facility to current account holders. The same strategy

can also be adopted to tap cinema halls owners. Besides through slide shows and

captions during the intermission time, ICICI BANK can publicize its products,

their milestones/achievements. Placing canopies at the cinema halls (with due

permission) is also a good idea. Reason being audience usually come before theschedule time of starting of movies and they spend this time either by watching

movie posters/ hoardings or loitering here and there. They can be encouraged

easily to divert their attention towards standard chartered canopies. Also the ICICI

BANK can place its logo in the posters of the box office hit films.

STRATEGY FOR MEDICINE SHOPS:

It is very difficult to tap the retail chemist storeowners at this point of timebecause they already have their business account with at least one of the bank.

Also ICICI BANK does not provide overdraft and cash credit facility and personal

loan to businessman. Therefore it is really a hard target to combat.


57/65

Strategy to be followed:

ICICI BANK should contact their association heads seek to sponsor their

meetings.

Provide personal loans to shopkeepers

STRATEGY FOR RESORTS AND WATERPARKS:

ICICI Bank account holders should get some discount on specific schemes

of membership. Also the tie up with the resort or the water park should provide an

unchallenged opportunity to ICICI Bank to advertise and spread awareness among

all the members and the prospective customers. Most people are not aware about

ICICI BANK hence by conduction the various awareness programs; the banks

awareness can be increased manifold. The bank must provide O.D. and C.C. limits

to its customers as other banks do. Due to the potential offered by this industry the

new ATM of the Bank must be installed in the area nearing this industry.

STRATEGY FOR PETROL PUMP OWNERS:

Hoardings and banners must be placed on the pumps.

Charges for bounce cheque should be reduced.

They should be made aware of doorstep banking which is a very important feature

for them. Petrol pump owners are the most potential customers for opening current

accounts; they must be made aware about the various features of current accounts.


58/65

QUESTIONNAIRE 1

1. NAME OF THE BANK

2. QAB(Quarterly Average Balance)

3. INTEREST ON SAVINGS

4. FACILITY OF TRANSFER TO F.D

5. MINIMUM BALANCE

6. MULTIPLIES OF

7. WORKING HOURS

8. NO. OF BRANCHES

-JAIPUR

-ALL OVER

9. ATMs

-JAIPUR

-ALL OVER

10. MARKETING NETWORK

11. CROSS BANKING

-PRODUCTS OFFERED

12. DOOR STEP

13. PHONE BANKING

14. MOBILE BANKING

15. DMAT A/C

16. CHARGES

17. F.D(MIN BALANCE)

18. SLAB(INTEREST)


59/65

19. DD(Demand draft)

20. BILL PAYMENT

21. TAX PAYMENT

22. SPECIAL FEATURES

23. CHARGES

-NOT MAINTAINING AQB

24. OUTSTATION CLEARING

Any suggestions or remarks:

________________________________________________________________

________________________________________________________________

If you have faced any problem with ICICI Bank, please specify:

________________________________________________________________

________________________________________________________________

How do you rate services of ICICI Bank: Very poor Poor

Average Good

Excellent


60/65

QUESTIONNAIRE 2

CRITERIA RANKS

1 2 3 4 5

ACCOUNTS

MAINTAINED

CUSTOMER RELATION

BANKS REPUTATION

CONVIENIENCE OF

LOCATION

QUALITY OF SERVICE


61/65

BIBLIOGRAPHY

www.google.com

www.rbi.org.in

www.icicibank.com

Sites of banks viz HDFC, SBI, Citibank, Indus land etc.

Magazine June Edition "Business India"

Marketing Management - Philip Kottler 12th

Edition

Research Method Methodology - C.R.

Business World - June Edition


62/65

Acknowledgements

Before we get into the thick of things, I would like to express my heartfelt thanks

and gratitude to all those who have help me in numerous ways in the accomplishment ofmy project.

I would like to thank the Dr. Tanveer Malavat College of biosciences, Bikaner

and ICICI Bank for having provided me with a great opportunity to work and learn

through the summer project.

ICICI Bank gave me the opportunity to gain in valuable experience under the

esteemed guidance ofMr. ( name ) ( post )and also I would like to thank him for motivating me always and providing timely and

necessary insight in proceeding with my project.

I am extremely grateful to my faculty guide Prof. ________________________for

providing me with positive guidance, supervision and co-operation towards the making of

my project and doing the project. My project would not have been what it is today

without her invaluable, king and friendly assistance.

I am grateful for each every valuable interaction with the investors and the advisors that

brought me to a better understanding of financial needs and advisors.


63/65

ICICI BANK LTD.

To meet business and personal banking needs, ICICI Bank, a commercial banking

subsidiary of ICICI, provides an array of useful banking products. ICICI Bank is India'ssecond-largest bank with total assets of about Rs. 2,513.89 bn (US$ 56.3 bn) a March 31,

2008 and profit after tax of Rs. 25.40 bn (US$ 569 mn) for the year ended March 31, 2008

(Rs. 20.05 bn (US$ 449 mn) for the year ended March 31, 2007). The first ICICI bank

branch was started in Madras in June 1994. With the recent merger of Bank of Madura in

ICICI Bank, the services of ICICI have reached to almost every part of country. The

ICICI Bank is a commercial banking outfit set up by the ICICI Group. The Bank was

registered a banking company on January 5, 1994 and received its banking license from

the Reserve Bank of India on May 17, 1994. ICICI Bank has a network of about 614

branches and extension counters and over 2,200 ATMs. ICICI Bank offers a wide range

of banking products and financial services to corporate and retail customers through a

variety of delivery channels and through its specialized subsidiaries and affiliates in the

areas of investment banking, life and non-life insurance, venture capital and asset

management. ICICI Bank set up its international banking group in fiscal 2002 to cater to

the cross border needs of clients and leverage on its domestic banking strengths to offer

products internationally. ICICI Bank currently has subsidiaries in the United Kingdom,

Russia and Canada, branches in Singapore, Bahrain, Hong Kong, Sri Lanka and Dubai

International Finance Centre and representative offices in the United States, United Arab

Emirates, China, South Africa and Bangladesh. Our UK subsidiary has established a

branch in Belgium. ICICI Bank is the most valuable bank in India in terms of market

Capitalization.


64/65

RESEARCH OBJECTIVES

PRIMARY

To find out the perception of ICICI bank in the mind of its customers

To undertake the time motion study of the services

SECONDARY

To find the most valuable aspect of the bank's services from the

customer's perspective.

To find out whether the bank understands the customer's needs and

wants.

To determine the effectiveness of the Bank's policy regarding building

long lasting relationships with its customers.

To determine whether there exists value-added service, in addition to the

existing services of the bank.

To identify whether value proposition adopted by the bank suits therequirements of its customers.

To find the awareness level of the products offered by ICICI bank in

Bikaner.


65/65

ICICI report (1).docx

Documents