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INTRODUCTION:
Every business organization main objective is getting the maximum profits from
its activities these objectives achieved by conducting various activities like innovate in
the new products and services, modifing the existing products and services. This type of
decision impact on an organization in two ways those are internal and external
Internal impact on financial resources and human resources like capital structure,
staff and company polices etc,.
External impact more on customers. Because of customer is god for the
organization, customers satisfaction is very important to the business organization to the
maximum profits when it satisfiy its customers. Before the organization going to take
any decision the evaluation of customers performance is very important. This
evaluation like wants, needs, desires and willingness to purchase. This evaluation
conducted through various activities like surveys, feedback letters from customer and
suggestion to improve the quality of product or services. This type of evaluation of
customers performance is called as customers orientation.
Especially in corporate banking sector point of view the customer orientation
plan crucial role player. Because now a days banking sector is very booming and
competitive sector private and public banks provides the various facilities to the
customer in attractive ways so that competition will rise. The organization wants to get
the maximum benefits from its customeres this competition will illumination innovative
products which the customers deserve with reasonable cost.
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MEANING AND DEFINITION:
Customer orientation includes determining customeres needs, wants and
developing the products or services to satisfy customeres.
An overwhelming emphasis on the consumer and his need is the first
distinguishing feature of marketing .All the business activities should be directed to
create and satisfy customeres
Marketing decisions should be made on the basis of their impact on the
customer. Customer becomes the fulcrum of business. What the customer thinks when
he/she is buying what it considers value is determines how a business is,
DEFINE CUSTOMER ORIENTATION BY CORPORATE BANKING:
To day corporate banking tries to exceed customer expectations by reducing
customer sacrifice what the customer wants, minus what they settle for. Providing
value The quality of goods and services relative to the price.
In todays competitive environment, banks also strive to attract and retain
customer by introducing innovative products, enhancing the quality of customer service
and marketing a variety of products through diverse channels targeted at specific
customer groups.
Customer is said to be the king in any business transactions. He needs to be
treated with dignity.
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Types of customers:
There are different types of customers.
Type-1
They are insignificant customers. Be gentle with him. It is relatively easy to
satisfy them.
Type-2
They are humble customer. Teaching and training will make them
knowledgeable. Then satisfying will be easy.
Type-3
They are sleeping customers. There may be only a few customers of this
type. However to awake those attractive, stunning advertisements will make them
understand the reality. Satisfying them will be tough.
Type-4
They are masters of themselves. Large percentage of customer fall in this
category. The success of quality mainly depends on making this category of people
satisfied.
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Scope of customer orientation by corporate banking
It is a comparison of customer expectations with perceptions regarding the
service encounter of corporate banking.
According to expectancy is confirmation model, comparison of customer expectations
about the corporate banking with their perceptions leads to expectations confirmed or
disconfirmed.
If Confirmed expectations occur when the customer expectations match the perceptions..
Measurement of customer satisfaction
Customer satisfaction can be measured indirectly through sales changes, profits
and number of customers complaints registered. The direct measures of satisfaction arethrough service .Generally a five-point liker scale is used to measure customer
satisfaction using the following format.
1. Very much dissatisfied.2. Some what dissatisfied.3. Neutral.4. satisfied5. Very much satisfied.
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CUSTOMER EXPECTATIONS
There are three types of customer expectations. This can be understood
through figure .Which presents a comparison between customer evaluation of service
quality and customer satisfaction.
Comparison between customer evaluation of service quality and customer
satisfaction.
Perceived
service
Satisfaction
Perceived service superiority
Perceived service
Desired service
Expected service
Adequate service
Perceived service
Service quality measures
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Customer focus
Every organization should focus on;
1. Retaining the old cost.2. Attracting the new cost.3. Making them happy
All the three factors are equally important. Even if one is neglected, the
organizations stand to loose heavily.
Customer is said to be the king in any business transactions. He needs to be
treated with dignity satisfying or delighting customers in the market.
Factors influencing expected service
There are six different sources of desired service expectation.
1. Enduring service intensifies.2. Personal needs.3. Transitory service intensifiers.4. Perceived service alternatives.5. Self-perceived service role.6. Situational factors.
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CUSTOMER RETENTION
Typically a customer satisfaction should translate into customer retention.
However, it has been found that high satisfaction ratings do not necessarily mean that a
firm must proactively emerge in assessing its customers. expectations. A customer
satisfaction research should examine not only the registered complaints but also the
cases of customers who have defected but never reveal their complaints.
A customer satisfaction research should, in addition globally consider
operational elements such as product knowledge, customer actions, and credibility of the
contact person, which come in the category of operational elements. It should also take
into account the firms employee satisfaction (internal marketing).
QUALITY FUNCTION DEPLOVMENT
Total quality management a business philosophy, is established to satisfy the
customer. One of the features in total quality managent which helps to focus on
customers is calls as quality function deployment.
QFD fully concentrates on customer requirements. This helps to a company how
to satisfy customers continuously and retain them so they can survive in the market.
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Characteristics of QFD
1. One Simple technique is that keeps the companies focused on what is important to thecustomer.
2. A planning methodology that organizes relevant information helps companies makebetter decisions.
3. A technique to help neutralize the voice of the executives.
Objectives of QFD
1. A process that links customer and the company.2. Getting customer requirements as input for processing and presenting it in a more
specific form for improved customer satisfaction.
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RESEARCH METHODOLOGY:
SAMPLE SIZE
The size of the sample is limited to 100.
SOURCES OF THE DATA:
The required data procure from primary and secondary sources in this study.
Primary data:
This was collected with the help of a structured questionnaire which was
administered to select people from different walks of required persons in the society.
Secondary data:
This was done by going through relevant records, books, journals and
internet.
Sampling technique:
The procedure used for sampling is convenient sampling. The sampling was deliberate
and was based self judgment.
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OBJECTIVES OF THE STUDY:
The objectives of study are as follows
1) To study the corporate banking services to the customers2) To study how the corporate banking is satisfying the customers needs and wants,3) To know the ICICI bank corporate level services4) To suggest the proper suggestion to the managers to take any decision related to
customers orientation.
LIMITATIONS OF THE STUDY
The sample size considered for this study was restricted to 100. This cannot
be a representative of sample to enable suitable strategies.
The study was confined to twin cities of Hyderabad and secunderabad due to
time constraints.
The accuracy of findings depends on the truth and accuracy of the data given
by the respondents. The survey is based on the assumptions that the given by the
respondents are may not be true.
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ORGANIZATION PROFILE:
The Government of India established ICICI in 1955 as a Financial Institution (FI,
other such institutions were IDBI and SIDBI) with the objective to finance large
industrial projects. ICICI was not a bank - it could not take retail deposits - and nor it
was required to comply with Indian banking requirements for liquid reserves. ICICI
borrowed funds from many multilateral agencies (such as the World Bank), often at
concessional rates. It used these to make large corporate loans.
All this changed in 1990s. ICICI founded a separate legal entity, ICICI Bank, to
undertake normal banking operations - taking deposits, credit cards, car loans etc. The
experiment was so successful that ICICI merged into ICICI Bank in a "reverse merger"
in 2002.
At the time of the reverse merger, there were rumours that ICICI had a large
proportions of Non Performing Loans ("NPA", as they are known in India) on its books
- in particular to the steel industry. Since 2002, there has been a general revival in Indian
industry (and metal based industry in particular). It is widely believed that the proportion
of NPAs has come down to prudent levels (even if it were high earlier).
ICICI Bank now has the largest among all banks in retail or consumer financing.
ICICI Bank is the largest issuer of credit cards in India. It was the first bank to offer a
wide network of ATM's and has a large network of ATM's.
ICICI Bank also has the largest market value of all banks in India, and is widely
seen as a sophisticated bank able to take on many global banks in the Indian market.
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The Bank is expanding in overseas markets and has the largest international
balance sheet among Indian banks. The international banking business was set up in
2002 to implement a focussed strategy for the overseas market. The Bank now has
wholly-owned subsidiaries, branches and representatives offices in 18 countries,
including an offshore unit in Mumbai. This includes wholly owned subsidiaries in UK,
Canada and Russia, offshore banking units in Singapore and Bahrain; advisory branch in
Dubai, branches in Sri Lanka, Hong Kong and Belgium; and rep offices in the US,
China, United Arab Emirates, Bangladesh, South Africa, Indonesia, Thailand and
Malaysia. The bank is targeting the NRI (Non Resident Indian) population for expanding
its business.
ICICI Bank has been endorsed by Amitabh Bachchan and Shahrukh Khan. The
Cheques presented to winners in the first 2 versions of the famous game show - Kaun
Banega crorepati were ICICI Bank cheques.
ICICI BANK LIMITED
MFIs and has developed a kiosk and rural ATM based model of financial services
deliver ICICI Bank Limited (ICICI Bank) is India's largest private sector bank and the
second largest bank in the country. It has a growing customer base with over 10 million
customers, which it services through a multi-channel network. The ICICI group traces
its beginning to 1955 when ICICI was set up as a development financial institution in the
private sector in a joint initiative by the World Bank, Government of India and Indian
industry. ICICI Bank today is the fastest growing bank and is well-placed to capitalise
on emerging opportunities, as it reaches out to new markets in India and the world.
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CEO's Message:
Chanda kochhar
Managing Director & Chief Executive Officer ICICI Bank's social initiatives are
aimed at capacity building in specific focus areas that we view as key to the long-term
economic and human development of India. By supporting initiatives to address basic
health and educational needs and increase access to financial services, we strive to bring
more and more people into the socio-economic
mainstream and contribute, in our own small way, to the full realisation of India's
vast untapped potential.
OVERVIEW:
ICICI Bank is Indias second-largest bank with total assets of Rs.3, 446.58
billion (US$ 79 billion) at March 31st, 2009 and profit after tax ofRs.35.10 billion for
physical 2007. ICICI Bank is the most valuable bank in India in terms of market
capitalization and is ranked third amongst all the companies listed on the Indian stock
exchanges in terms of free float market capitalization. The Bank has a network of about
950 braches and 3,300 ATMs in India and presence in 17 countries. 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.
The bank currently has subsidiaries in the United Kingdom, Russia and Canada,
branches in Singapore, Bahrain, Hong Kong, Sri Lanka and Dubai international finance
center and representative offices in the United States, United Arab Emirates, China,
South Africa, Bangladesh, Thailand, Malaysia and Indonesia.
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ICICI Bank equity shares are listed in India on Bombay stock exchange and
National stock exchange of India Limited and its American depository receipts (ADRs)
are listed on the New York stock exchange.(NYSE).
HISTORY:
ICICI Bank was originally promoted in 1994 by ICICI Limited, an Indian
financial institution, and was its wholly_ owned subsidiary. ICICIs share holding in
ICICI Bank was reduced to 46% through a public offering of shares in India in fiscal
1998, and equity offering in the form of ADRs listed on the NYSE in fiscal 2000, ICICI
Bank acquisition of bank of Mudra 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 in formed in 1955 at the initiative of the World Bank, the
Government of India and respective of Indian industry. The principal objective was to
create s development financial institution for providing medium-term and long-term
project financing to Indian business.
In the 1990s .ICICI transformed its business from a development financial
intuition offering only project finance to a diversified financial services group offering a
wide variety of products and services, both directly and through a number of subsidiaries
and affiliates like ICICI Bank. In 1999, ICICI become the first Indian company and the
first bank or financial institution from non- Japan Asia to be listed on NYSE. After
consideration of various corporate structuring alternatives in the context of the emergingcompetitive scenario in the Indian banking industry, and the move universal banking, the
managements of ICICI and ICICI Bank formed the view that the merger of ICICI with
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ICICI Bank would be the optimal strategic alternative for both entities, and
would create the optimal legal structure for the ICICI Groups universal banking strategy.
The merger would enhance value for ICICI share holders through the merged entitys
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.
MILESTONES OF ICICI BANK
History of ICICI
1955 The Industrial Credit and Investment Corporation of India Limited (ICICI) incorporated at
the initiative of the World Bank, the Government of India and representatives of Indian
industry, with the objective of creating a development financial institution for providing
medium-term and long-term project financing to Indian businesses. Mr.A.Ramaswami
Mudaliar elected as the first Chairman of ICICI Limited.
ICICI emerges as the major source of foreign currency loans to Indian industry. Besides
funding from the World Bank and other multi-lateral agencies, ICICI was also among the
first Indian companies to raise funds from international markets.
1956 ICICI declared its first dividend of3.5%.
1958 Mr.G.L.Mehta appointed the second Chairman of ICICI Ltd.
1960 ICICI building at 163, Backbay Reclamation, inaugurated.
1961 The first West German loan of DM 5 million from Kredianstalt obtained.
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1967 ICICI made its first debenture issue forRs.6 crore, which was oversubscribed.
1969 The first two regional offices in Calcutta and Madras set up.
1972 The second entity in India to set up merchant banking services.
Mr. H. T. Parekh appointed the third Chairman of ICICI.
1977 ICICI sponsored the formation of Housing Development Finance Corporation. Managed
its first equity public issue
1978 Mr. James Raj appointed the fourth Chairman of ICICI.
1979 Mr. Siddharth Mehta appointed the fifth Chairman of ICICI.
1982 ICICI became the first ever Indian borrower to raise European Currency Units. ICICI
commences leasing business.
1984 Mr. S. Nadkarni appointed the sixth Chairman of ICICI.
1985 Mr. N.Vaghul appointed the seventh Chairman and Managing Director of ICICI.
1986 ICICI became the first Indian institution to receive ADB Loans.
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ICICI, along with UTI, set up Credit Rating Information Services of India Limited, India's
first professional credit rating agency.
ICICI promotes Shipping Credit and Investment Company of India Limited.
The Corporation made a public issue of Swiss Franc 75 million in Switzerland, the first
public issue by any Indian entity in the Swiss Capital Market.
1987 ICICI signed a loan agreement for Sterling Pound 10 million with CommonwealthDevelopment Corporation (CDC), the first loan by CDC for financing projects in India.
1988 Promoted TDICI - India's first venture capital company.
1993 ICICI Securities and Finance Company Limited in joint venture with J. P. Morgan set up.
ICICI Asset Management Company set up.
1994 ICICI Bank set up.
1996 ICICI Ltd became the first company in the Indian financial sector to raise GDR.
SCICI merged with ICICI Ltd.
Mr. K.V.Kamath appointed the Managing Director and CEO of ICICI Ltd
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1997 ICICI Ltd was the first intermediary to move away from single prime rate to three-tier
prime rates structure and introduced yield-curve based pricing.
The name The Industrial Credit and Investment Corporation of India Ltd changed to ICICI
Ltd.
ICICI Ltd announced the takeover of ITC Classic Finance.
1998 Introduced the new logo symbolizing a common corporate identity for the ICICI Group.
ICICI announced takeover of Anagram Finance.
1999 ICICI launched retail finance - car loans, house loans and loans for consumer durables.
ICICI becomes the first Indian Company to list on the NYSE through an issue of
American Depositary Shares.
2000 ICICI Bank became the first commercial bank from India to list its stock on NYSE.
ICICI Bank announces merger with Bank of Madura.
2001 The Boards of ICICI Ltd and ICICI Bank approved the merger of ICICI with ICICI Bank.
2002 ICICI Ltd merged with ICICI Bank Ltd to create Indias secondlargest bank in assets.
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ICICI assigned higher than sovereign rating by Moodys.
ICICI Bank launched Indias first CDO (Collateralised Debt Obligation) Fund named
Indian Corporate Collateralised Debt Obligation Fund (ICCDO Fund).
"E Lobby", a self-service banking centre inaugurated in Pune. It was the first of its kind in
India.
ICICI Bank launched Private Banking.
1100-seat Call Centre set up in Hyderabad
ICICI Bank Home Shoppe, the first-ever permanent aggregation and display of housing
projects in the county, launched in Pune,
ATM-on-Wheels, Indias first mobile ATM, launched in Mumbai.
2003 The first Integrated Currency Management Centre launched in Pune.
ICICI Bank announced the setting up of its first ever offshore branch in Singapore.
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The first offshore banking unit (OBU) at Seepz Special Economic Zone, Mumbai,
launched.
ICICI Banks representative office inaugurated in Dubai.
Representative office set up in China. : ICICI Banks UK subsidiary launched.
Indias first ever "Visa Mini Credit Card", a 43% smaller credit card in dimensions
launched.
ICICI Bank subsidiary set up in Canada.
Temasek Holdings acquired 5.2% stake in ICICI Bank.
ICICI Bank became the market leader in retail credit in India.
2004 Max Money, a home loan product that offers the dual benefit of higher eligibility and
affordability to a customer, introduced.
Mobile banking service in India launched in association with Reliance Infocomm.
Indias first multi-branded credit card with HPCL and Airtel launched.
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Kisan Loan Card and innovative, low-cost ATMs in rural India launched.
ICICI Bank and CNBC TV 18 announced Indias first ever awards recognizing the
achievements of SMEs, a pioneering initiative to encourage the contribution of Small and
Medium Enterprises to the growth of Indian economy.
ICICI Bank opened its 500th branch in India.
ICICI Bank introduced partnership model wherein ICICI Bank would forge an alliance
with existing micro finance institutions (MFIs). The MFI would undertake the promotional
role of identifying, training and promoting the micro-finance clients and ICICI Bank
would finance the clients directly on the recommendation of the MFI.
ICICI Bank introduced 8-8 Banking wherein all the branches of the Bank would remain
open from 8a.m. to 8 p.m. from Monday to Saturday.
ICICI Bank introduced the concept of floating rate for home loans in India.
2006 First rural branch and ATM launched in Uttar Pradesh at Delpandarwa, Hardoi.
"Free for Life" credit cards launched wherein annual fees of all ICICI Bank Credit Cards
were waived off.
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ICICI Bank and Visa jointly launched mChq a revolutionary credit card on the mobile
phone.
Private Banking Masters 2005, a nationwide Golf tournament for high networth clients of
the private banking division launched. This event is the largest domestic invitation amateur
golf event conducted in India.
First Indian company to make a simultaneous equity offering of $1.8 billion in India, the
United States and Japan.
Acquired IvestitsionnoKreditny Bank ofRussia.
ICICI Bank became the largest bank in India in terms of its market capitalization.
ICICI Bank became the first private entity in India to offer a discount to retail investors for
its follow-up offer.
2007 ICICI Bank became the first Indian bank to issue hybrid Tier-1 perpetual debt in the
international markets.
ICICI Bank subsidiary set up in Russia.
Introduced a new product - NRI smart save Deposits a unique fixed deposit scheme for
nonresident Indians.
Representative offices opened in Thailand, Indonesia and Malaysia.
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ICICI Bank became the largest retail player in the market to introduce a biometric enabled
smart card that allow banking transactions to be conducted on the field. A low-cost
solution, this became an effective delivery option for ICICI Banks micro finance
institution partners.
Financial counseling centre Disha launched. Disha provides free credit counseling,
financial planning and debt management services.
Bhoomi puja conducted for a regional hub in Hyderabad, Andhra Pradesh.
2008 ICICI Banks USD 2 billion 3-tranche international bond offering was the largest bond
offering by an Indian bank.
Sangli Bank amalgamated with ICICI Bank.
ICICI Bank raised Rs 20,000 crore (approx $5 billion) from both domestic and
international markets through a follow-on public offer.
ICICI Banks GBP 350 million international bond offering marked the inaugural deal in
the sterling market from an Indian issuer and also the largest deal in the sterling market
from Asia.
Launched Indias first ever jewellery card in association with jewelry major Gitanjali
Group.
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ICICI Bank became the first bank in India to launch a premium credit card -- The Visa
Signature Credit Card.
Foundation stone laid for a regional hub in Gandhinagar, Gujarat.
Introduced SME Toolkit, an online resource centre, to help small and medium enterprises
start, finance and grow their business.
ICICI Bank signed a multi-tranche dual currency US$ 1.5 billion syndication loan
agreement in Singapore.
ICICI Bank became the first private bank in India to offer both floating and fixed rate on
car loans, commercial vehicles loans, construction equipment loans and professional
equipment loans.
In a first of its kind, nation wide initiative to attract bright graduate students to pursue a
career in banking, ICICI Bank launched the "Probationary Officer Programme".
2009
y ICICI Bank won 2009 Brandon Hall Excellence in Learning Awardy In the Domestic Banking Awards of Finance Asia Country Awards for
Achievement, 2009 held at Hongkong, ICICI Bank won the 'Best Foreign
Exchange Bank, India' and 'Best Trade Finance Bank, India'
y ICICI Bank Wins 'House of the Year' Award from Asia Risk magazine, Honkongy For the third year in a row ICICI Bank has won The Asset Triple A Country
Awards for Best Domestic Bank in India
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yICICI Bank won the Most Admired Knowledge Enterprises (MAKE) India
2009
Award. ICICI Bank won the first place in "Maximizing Enterprise Intellectual
Capital" category, October28, 2009
y Ms Chanda Kochhar, MD and CEO was awarded with the Indian BusinessWomen Leadership Award at NDTV Profit Business Leadership Awards ,
October26, 2009.
y ICICI Bank received two awards in CNBC Awaaz Consumer Awards; one forthe most preferred auto loan and the other for most preferred credit Card, on
September30, 2009
y Ms. Chanda Kochhar, Managing Director & CEO ranked in the top 20 of theWorld's 100 Most Powerful Women list compiled by Forbes, August 2009
y Financial Express at its FE India's Best Banks Awards, honoured Mr. K.V.Kamath, Chairman with the Lifetime Achievement Award , July 25, 2009
y ICICI Bank won Asset Triple A Investment Awards for the Best DerivativeHouse, India. In addition ICICI Bank were Highly commended , Local Currency
Structured product, India for 1.5 year ADR GDR linked Range Accrual Note.,
July 2009
y ICICI bank won in three categories at World finance Banking awards on June 16,2009
o Best NRI Services banko Excellence in Private Banking, APAC Regiono Excellence in Remittance Business, APAC Region
y ICICI Bank Mobile Banking was adjudged "Best Bank Award for Initiatives inMobile Payments and Banking" by IDRBT, on May 18, 2009 in Hyderabad.
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y ICICI Bank's b2 branchfree banking was adjudged "Best E-Banking ProjectImplementation Award 2008" by The Asian Banker, on May 11, 2009 at the
China World Hotel in Beijing.
y ICICI Bank bags the "Best bank in SME financing (Private Sector)" at the Dun& Bradstreet Banking awards 2009.
y ICICI Bank NRI services wins the "Excellence in Business Model InnovationAward" in the eighth Asian Banker Excellence in Retail Financial Services
Awards Programme.
y ICICI Bank's Rural Micro Banking and Agri-Business Group wins WOW Event& Experiential Marketing Award in two categories - "
Rural Marketing
programme of the year" and "Small Budget On Ground Promotion of the Year".
These awards were given for Cattle Loan 'Kamdhenu Campaign' and "Talkies on
the move campaign' respectively.
y ICICI Bank's Germany Branch has been certified by "Stiftung Warrentest".ICICI Bank is ranked 2nd amongst 57 savings products across 19 banks
y ICICI Bank Germany won the yearly banking test of the investor magazineuro in the "call money"category.
y The ICICI Bank was awarded the runner's up position in Gartner BusinessIntelligence and Excellence Award for Asia Pacific for its Business Intelligence
functions.
y ICICI Bank's Organisational Excellence Group was recently awarded ISO9001:2008 certification by TUV Nord. The scope of certification comprised
processes around consulting and capability building on methods of quality &
improvements.
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y ICICI Bank has been awarded the following titles under The Asset Triple ACountry Awards for2009:
o Best Transaction Bank in Indiao Best Trade Finance Bank in Indiao Best Cash Management Bank in Indiao Best Domestic Custodian in India
ICICI Bank has bagged the Best Cash Management Bank in India award for the
second year in a row. The other awards have been bagged for the third year in a
row.
y ICICI Bank Canada received the prestigious Canadian Helen Keller Award at theCanadian Helen Keller Centre's Fifth Annual Luncheon in Toronto. The award
was given to ICICI Bank its long-standing support to this unique training centre
for people who are deaf-blind.
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Tables & Graphs
1. Total sample size : 100
Q1. IN WHICH BANK POSESS BANK ACCOUNTS: YES/NO
IF YES
Bank name No. of respondents Percentage
ICICI 44 44%
SBH 26 26%
HDFC 10 20%
others 5 10%
INTERPRETATION:
From the above analysis it is seen that 44% of respondents have bank account in
ICICI, while 26% of the respondents have bank accounts in SBH, 20% of the
respondents have bank accounts in HDFC, and 10% of the respondents have bankaccounts in other banks.
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
1 2 3 4
44%
26%
20%
10%
Series1
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Q2. WHICH TYPE OF ACCOUNT DO YOU--------------
Type of accounts No. of respondents Percentage
Saving 95 95%
Current 05 05%
INTERPRETATION:
From the above table it is clear that 95% of the respondents are having Saving
accounts and 5% of the respondents are having current accounts.
95%
5%
0%
10%
20%
30%40%
50%
60%
70%
80%
90%
100%
1 2
Series1
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Q3. WHAT MADE YOU TO OPEN A BANK ACCOUNT
a). For saving b) Salary though bank
c) For cheques clearance d)To procure lone
INTERPRETATION:
From the above table It is respondents that 70% of them are open bank account
for the purposes of take for saving, while 15% of them are to procure loan and 10% of
them are for cheque clearance and 5% of them are for to own one.
Type of transaction No. of respondents Percentage
For saving 15 15%
Salary through bank 70 70%
For cheque clearance 10 10%
To procure 05 05%
0%
10%
20%
30%
40%
50%
60%
70%
80%
1 2 3 4 5
15%
70%
10%5%
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Q4. ARE YOU SATISFIED WITH THE ICICI BANK SERVICE?
YES/NO
Opinion No. of respondents Percentage
Yes 95 95%
No 05 05%
INTERPRETATION:
From the above table It is observed that the majority of the respondents that is
95% of them are satisfied with the existing bank service, and 5% of them are not
satisfied with the existing bank service.
95%
5%0%
10%
20%
30%
40%
50%
60%
70%
80%
90%100%
1 2
Series1
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Q5) THE MINIMUM BALANCE IN ICICI BANK IN?
Opinion No. of respondents Percentage
Very high 40 40%
High 20 20%
Average 30 30%
Low 10 10%
INTERPRETATION:
From the above table it is clear that 40% of the respondents given rate are Very
high, 20% of the respondents given rate as High and 30% of the respondents given
rating as Average.
0%
5%
10%15%
20%
25%
30%
35%
40%
Very high High Average Low
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Q6). ATM NETWORK OPINION RATE:
Usage No. of respondents Percentage
Good 70 70%
average 20 20%
Poor 10 10%
never 0 0%
INTERPRETATION:
From the above table analysis it is seen that 70% of respondents are using the
ATM services, and 20% of the respondents are often using the ATM services, and 10%
of the respondents are rare using the ATM services
0%
10%
20%
30%
40%
50%
60%
70%
80%
good average poor Never
70%
20%10%
0%
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Q7). HOW OFTEN YOU USE ELECTRONIC FUND TRASFER
Usage No. of respondents Percentage
Very regularly 10 10%
Regular 5 5%
Rare 15 15%
Never 70 70%
INTERPRETATION:
From the above table analysis it is seen that 10% of respondents usage of
electronic fund transfer very regularly, 5% of respondents usage of electronic fund
transfer often, and 15% of respondents usage of electronic fund transfer rare, and 70%
of the respondents are never usage of electronic fund transfer.
0%
10%
20%
30%
40%
50%
60%
70%
80%
Very
Regularly
Regular Rare Never
10% 5%15%
70% Series1
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Q8). RATE THE USAGE OF ANY WHERE BANKING?
Usage No. of respondents Percentage
Maximum 60 60%
Minimum 40 40%
INTERPRETATION:
From the above table analysis it is seen that 60% of the respondents are
maximum usage of Any where banking. And 40% of the respondents are minimum
usage Any where baking.
0%
10%
20%
30%
40%
50%
60%
70%
Maximum Minimum
60%
40%
Series1
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Q9). WHICH BANK DO YOU RATE AS THE BEST SERVICE PROVIDER-------
------
Name of the Bank No of respondents Percentage
ICICI 50 50%
SBH 25 25%
HDFC 15 15%
Others 10 10%
INTERPRETATION:
From the above table analysis it is clear that 50% of respondents are given rate to
ICICI bank as best service provider, 25% of the respondents are Given rate to SBH, 15%
and 15% of the respondents are given rate to HDFC bank, and 10% of the respondents
are given rate to other banks
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
ICICI SBH HDFC Others
50%
25%
15%10%
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Q11). IF YOU HAVE CHOICE ADAINST ICICI WHICH BANK WOULD YOU
CHOICE:
Usage No. of respondents Percentage
SBH 70 70%
ANDHRA BANK 20 20%
HDFC 10 10%
ANY OTHER 0 0%
INTERPRETATION:
From the above table analysis it is that 50% of respondents are using the SBH
services, and 25% of the respondents are often using the Andhra bank services, and 15%
of the respondents are rare using the HDFC bank services, and 10% of the
respondentsare using any other bank
0%
5%
10%
15%
20%
25%
30%
35%
40%
45%
50%
sbh andhra
bank
hdfc any other
50%
25%
15% 10%
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Q12). DO YOU THINK ICICI BANK IS A SAFE PLACE FOR YOUR MONEY?
a)Yes b) No
Opinion No. of respondents Percentage
Yes 70 70%
No 30 30%
INTERPRETATION:
From the above table analysis it is clear that 70% of the respondents are said
Yes, 30% of the respondents are said No.
0%
10%
20%
30%
40%
50%
60%
70%
80%
Yes No
70%
30%
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Q13). ICICIC\ BANK IS A GOOD BANK FOR:
Opinion NO. of respondents Percentage
Companies 10 10%
Individuals 20 20%
All the above 70 70%
INTERPRETATION:
From the above table it is that 25% of the respondents given companies, 20% of
the respondents given individuals, and 55% of respondents are given all the above.
0%
10%
20%
30%
40%
50%
60%
companies individuals all the above
25%20%
55% Series1
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CONCLUSIONS
1. The charges are very high to open a new account.S
2. 30% ATM are not available in main areas.
3. 40% No Branch Offices in Urban areas.
4. If the customers are not maintaining the Minimum Balance in 3 Months then the
bank fixes huge fines.
5. Charges of bank [i,e low minimum balance ensure of DDs cheques
` in accurate.
6. ICICI bank is not able to provide some special plans to students in view of
giving education loans etc.
7. Most of people are not known about this private sector bank and its rules and
regulation. People have a thought of private bank is not safe to their money.
8) 70% of the respondents never urges of the futures like electronic found transfer.
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SUGGESTIONS
1. ICICI bank needs to open more brnaches in all the urban areas & mandals.
2. ICICI bank has to increase the numbers, of ATM centres in all the main areas.
3. ICICI bank has to focus on students.
4. It should concentrate an agriculture loans.
5. Bank have to decrees the new account opening charges for the convinence to all
levels people.
6. Bank should increase the Advertisement and Promotional Activities in the rural
areas.
7. ICICI bank has to generalize the A/C opening charges.
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QUESTIONNAIRE
DearRespondents,
Please spend five minutes five minutes for these questions with subject to my
project on CUSTOMERORIENTATION BY CORPORATE BANKING
Name the respondent :
Address :
Mobile number :
Profession :
1) In which bank do you poses a bank A/C ..
2) Which type of account do you?
a) Savings b) Current
3) What made you open a bank account?
a) For saving b) Salary through bank
c) For cheque clearance d) To procure loan
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4) Are you satisfied with the ICICI bank services ?
a) Yes b) No
5) The minimum balance in ICICI bank in?
a) Very high b) High
c) Average d) Low
6) ATM network opinion rate ?
a) Good b) Average
c) Poor
7) How often you use electronic fund transfer ?
a) Vary regularly b) Regularly
c) Rare d) Never
8) Rate the usage of any where Banking?
a)minimum b) maximum
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9) Which bank do you rate the best service provider?
a) ICICI b) SBH
c)HDFC d) Any other
10) Have you done any fixed deposits?
a) Yes b) No
11) If you have choice against ICICI which bank would you choice?
a)SBH b)Andhra bank
c) HDFC d) Any other
12) Do you think ICICI bank is a safe place for your money?
a)Yes b) No
13) ICICI bank is a good bank for?
a) Companies b) Individuals
c) All the above
15) Any suggestions to the bank?
-- - -- - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - -
-- - - - - - - - - - - - - - - - - - -
Signature.
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BIBLIOGRAPHY
1. Philip kotler, Marketing Management, New Delhi, Prentice Hall of India.2. Total Quality management -L.Suganthi,Ananda.samul3. Service marketing - R.Srinivasan4. Website:www.icicibank.com
www.google.com