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Vidhya Sagar

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    INTRODUCTION OF MARKETING

    Meaning of Marketing:

    Marketing more than any other business functions deals with customers creating

    customer value and satisfaction are the heart of modern marketing thinking and practice.

    Marketing is the delivery of customers by promising superior value and to keep current

    customers by delivery satisfaction

    The American marketing association has defined marketing as marketing is the

    performance of business activates that direct the flow of goods and services from

    producer to consumer of user. in this words of Caniff and still " marketing is the term

    used to describe collectively those business functions most directly concerned with the

    demand stimulating and demand fulfilling activities of the business enterprise".

    Philip Kotler definition of marketing is marketing is a social and managerial process

    by which individual and groups obtain what they need and want through creating and

    exchanging products and value with other".

    Function of marketing:

    Marketing as business authoritys concerned it today is aboard function of

    business composed of many elements. Until recently even outstanding authorities

    defined marketing as the performance of business activities that direct the flow goods

    and services from producer to consumer or user. While this definition still not broad

    enough. It does not encompass the idea that marketing also includes the identification of

    the market and the markets needs and that products and service to fulfill those needs

    profitability.

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    Various activities that a marketer follows:

    1. Identifying specific markets for products and services.2. Identifying existing and future needs and wants of these markets.3. Guiding the development of products packages and services to fill these needs at

    a profit

    4. Selling delivery and collecting these goods services to the ultimate consumer or uCustomer satisfaction & perception:

    Customer satisfaction with a purchase depends upon the products performance

    relative to a buyers expectation a customer might experience various buyers ofsatisfaction it the product performance falls a short of expectation customer is

    dissatisfied. It performance matches expectation the customers is satisfied if performance

    exceeds expectation the customer is highly satisfied or delight.

    For customer centered companies customer satisfaction is both a goal and a major factor

    in company success highly satisfied customer produce several benefits for the company

    they are less price sensitive and they remain customer for a long period they buy

    additional products over time as the company introduces related products or important

    and the take favorable to the other about the company and its product customer

    satisfaction is the outcome felt by the buyers who have experiences a company

    performance that has fulfill expectations.

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    OBJECTIVES OF STUDY:

    Primary objectives:

    1. To know the level of satisfaction from the existing customers of ICICI Bankproviding after services

    Secondary objectives:

    1. To know the level of satisfaction and perception towards ICICI Bank

    2. To find how satisfied the customers are with after account sales service

    3. To find out the factors for which customers prefer ICICI Bank

    4. To know the customer interest in the promotional incentives for the purchase ofICICI Bank

    5. To know the feeling of customers while they Account ICICI Bank

    6. To know the satisfaction of customers regarding the cost and payment ofICICI Bank

    7. To know the interest of customers regarding seating capacity and comfortless inthe account.

    8. To find out the customers perception in feel consumption and efficiency of ICICIBank when compared with other.

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    LIMITATIONS OF THE STUDY:

    1. The time period was 45 days

    2. The study was limited in Karimnagar &Hyderabad cities only.

    3. Conclusions are drawn on information supplies from the questionnaire.

    Sampling error:

    The sampling method chosen is an non- probabilistic convenience sampling. The major

    drawback with this type of sampling is that one is unable to draw statistically reliable

    information about a rigout defend universe thus this sample may not be considered as a

    true representative the universe

    Non- response error:

    Error is arising due to inability to contract certain of the sample and inability of the

    respondents to answer few questions.

    Response error:

    1. This error arises when persons give wrong information because of2. Perception loss of prestige:

    1. When interviewing takes place on a subject about which there is someexpectation regarding social approval or disapproval in which there is strong ago

    involvement respondents error by idealizing his/her behaviors. Unwillingness of

    the respondents to answer questions related to age phone address and occupation.

    3. Ambit error:

    This error arises when there is something wrong in the formulation of the

    questionnaire

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    4. Accuracy error:The researcher commits this error when there is loss of information in

    transmission from the actual place till the perception of the report

    5. Testing error:One more probable area where error could have occurred is due to testing effect

    wherein respondents due to the conditional effect.

    1. During the research the researcher faced some more problems like non- co-operation of the res pendants giving absurd answers to relevant and important

    questions etc,

    2. The data collected from the respondent is qualitative in nature i.e.., viewsoptions etc.., so it is not a convenient data for the study at a longer duration.

    3. The study 110 customers are taken into accord

    4. The time of the study is limited

    5. Due to some unknown reasons some customers were not able to give fullinformation about the study.

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    RESEARCH METHODOLOGY:

    Research design:

    The study has been carried out in conclusive of nature. It describes the expectation.

    Attitude opinion views and level of satisfaction among the customers with reference to

    ICICI Bank

    Research instrument:

    For the collection of various data requirements questionnaires were used as researchinstrument.

    Research Collection Techniques:

    For the purpose direct interview were conducted with the help of structured instrument

    i.e.., questionnaires some useful information was obtained through personal interaction

    with the respondents.

    The survey has been done to obtain primary data. The questions used were close as well

    as open ended. The study was conducted exclusively.

    Sampling procedure:

    The sampling technique use here was quota sampling which is one of the most

    commonly used non-probability

    Sample design

    Sample unit:

    The target population from which the sample is chosen is owners of ICICI Bank

    Sample size:

    The sample of 100 from the target population chosen

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    COMPANY 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 was

    it 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 larges 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.

    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 focused 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.

    http://en.wikipedia.org/wiki/1955http://en.wikipedia.org/wiki/1955
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    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 capitalize on

    emerging opportunities, as it reaches out to new markets in India and the world.

    CEO's Message:

    Mrs. 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 realization of India's

    vast untapped potential.

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    OVERVIEW:

    ICICI Bank is Indias second-largest bank with total assets of Rs.3, 446.58 billion

    (US$ 79 billion) at March 31st, 2007 and profit after tax of Rs.31.10 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 branches

    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.

    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.

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    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 emerging

    competitive 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

    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 of 3.5%.

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

    1960 ICICI building at 163, Backbay Reclamation, inaugurated.

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    1961 The first West German loan of DM 5 million from Kredianstalt obtained.

    1967 ICICI made its first debenture issue for Rs.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 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.

    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.

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    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 Commonwealth

    Development 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

    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.

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    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 terms of

    assets.

    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 inIndia.

    ICICI Bank launched Private Banking.

    1100-seat Call Centre set up in Hyderabad

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    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.

    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.

    2007 Max Money, a home loan product that offers the dual benefit of higher eligibility and

    affordability to a customer, introduced.

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    Mobile banking service in India launched in association with Reliance Infocomm.

    Indias first multi-branded credit card with HPCL and Airtel launched.

    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.

    2008 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.

    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

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    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 of Russia.

    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.

    2009 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.

    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.

    2010 ICICI Banks USD 2 billion 3-tranche international bond offering was the largest bond

    offering by an Indian bank.

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    CONCEPTUAL FRAME WORK

    Markets:-

    A Market refers to the different groups of consumers for a product of service.

    Market need not be a place in the traditional sense. Here, the sellers or marketers are

    treated as the industry and the buyers as the market.. Examples are general consumer

    market, business market, global market, and specific markets like teenagers market,

    children market, working womens market, insurance market, healthcare market and

    education market.

    A market is the set of actual and potential buyers of a product. Such buyers or

    consumers share a particular need or want that can be satisfied through exchangerelationships. The size of the market will depend on the number of people who exhibit

    the need, have the buying power, and are willing to exchange their resources for what

    they want.

    Marketing:-

    Marketing is defined by the American Marketing Association(AMA) as "the

    activity, set of institutions, and processes for creating, communicating, delivering, and

    exchanging offerings that have value for customers, clients, partners, and society at

    large.

    Customer:

    Customeris defined as anyone who receives that which is produced by the

    individual or organization that has value.

    Customer expectations are continuously increasing. Customers seek out products

    and producers that are best able to satisfy their requirements. A product does not need to

    be rated highest by customers on all dimensions, only on those they think are important.

    Customer satisfaction:

    Customer satisfaction is a measure of how products and services supplied by a

    company meet or surpass customer expectation. It is seen as a key performance indicator

    within business.

    http://en.wikipedia.org/wiki/American_Marketing_Associationhttp://en.wikipedia.org/wiki/American_Marketing_Association
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    Dissatisfaction------------- Perception Expectations

    Customer satisfaction is an ambiguous and abstract concept and the actual

    manifestation of the state of satisfaction will vary from person to person and

    product/service to product/service. The state of satisfaction depends on a number of both

    psychological and physical variables which correlate with satisfaction behaviors such as

    return and recommend rate. The level of satisfaction can also vary depending on other

    options the customer may have and other products against which the customer can

    compare the organization's products.

    Importance of Customer Satisfaction:

    Exceptional customer service results in greatercustomer retention, which in turn

    results in higher profitability. Customer loyalty is a major contributor to sustainable

    profit growth. To achieve success, a company must make superior service second nature

    of the organization. A seamless integration of all components in the service-profit chain

    employee satisfaction, value creation, customer satisfaction, customer loyalty, and

    profit and growthlinks all the critical dynamics of top customer service.

    Satisfying the customer is a race without finish."Vernon Zelmer

    Many companies forget that satisfying customer needs and continuous value innovation

    is the only path to sustainable growth. This creates opportunities for new, smaller

    companies to emulate and improve upon what made their bigger competitors successful

    in the first place and steal their customers.

    1. It costs between five and six times more to attract a new customer than to keep anexisting one.

    2. Companies can boost profits anywhere from 25 to 125% by retaining merely 5%more existing customers.

    3. Only one out of 25 dissatisfied customers will express dissatisfaction.

    http://www.1000ventures.com/business_guide/crosscuttings/customer_service.htmlhttp://www.1000ventures.com/business_guide/crosscuttings/customer_retention.htmlhttp://www.1000ventures.com/business_guide/profits_sustainable.htmlhttp://www.1000ventures.com/business_guide/profits_sustainable.htmlhttp://www.1000ventures.com/business_guide/profits_sustainable.htmlhttp://www.1000ventures.com/business_guide/im_s-p_chain.htmlhttp://www.1000ventures.com/business_guide/crosscuttings/employee_satisfaction.htmlhttp://www.1000ventures.com/business_guide/crosscuttings/customer_value_creation.htmlhttp://www.1000ventures.com/business_guide/crosscuttings/customer_value_creation.htmlhttp://www.1000ventures.com/business_guide/crosscuttings/employee_satisfaction.htmlhttp://www.1000ventures.com/business_guide/im_s-p_chain.htmlhttp://www.1000ventures.com/business_guide/profits_sustainable.htmlhttp://www.1000ventures.com/business_guide/profits_sustainable.htmlhttp://www.1000ventures.com/business_guide/profits_sustainable.htmlhttp://www.1000ventures.com/business_guide/crosscuttings/customer_retention.htmlhttp://www.1000ventures.com/business_guide/crosscuttings/customer_service.html
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    4. Happy customers tell 4 to 5 others of their positive experience. Dissatisfiedcustomers tell 9 to 12 how bad it was.

    5. Two-thirds of customers do not feel valued by those serving them.Measuring customer satisfaction:

    It's a well known fact that no business can exist without customers.Organizations

    are increasingly interested in retaining existing customers while targeting non-customers.

    Measuring customer satisfaction provides an indication of how successful the

    organization is at providing products and/or services to the marketplace.

    Companies conducting customer satisfaction research should strive to determine: What product and service issues are important to customers? How does the subject company perform on these issues? How does the issues impact future purchase intent? The second step is to select a survey methodology, considering population size,

    geography and demographics. The format and feedback should:

    Accurately reveal status and performance. Objectively understand the customer's perspective. Provide actionable information for reaching total customer satisfaction. Provide useful information on the marketplace and the competitive environmentSince, satisfaction is basically a psychological state; care should be taken in the effort

    of quantitative measurement, although a large quantity of research in this area has

    recently been developed.

    Berry, Brodeur defined ten 'Quality Values' known as the ten domains of satisfaction

    which influence satisfaction behavior.

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    3. Performance4. Reliability

    5.

    Install ability

    6. Maintainability7. Documentation

    If a company wants to investigate it themselves, look at firm specific factors like

    business contacts, reputation, advertising, and brand name can help determine customer

    satisfaction. After recognizing the amount of customer satisfaction a company has and

    in which areas, strategies can be formed to help the company become more competitive.

    Approaches To Achieve Customer Satisfaction:

    According to Adrian Thompson Customer Satisfaction can be achieved by the

    following 7 approaches:

    1. Encourage Face-to-Face Dealings & Honor the companys Promises

    2. Respond to Messages Promptly & Keep your Clients Informed

    3. Be Friendly and Approachable

    4. Have a Clearly-Defined Customer Service Policy

    5. Attention to Detail (also known as 'The Little Niceties')

    6. Anticipate Client's Needs & Go Out Of Your Way to Help Them Out

    Benefits of Customer Satisfaction:

    1. Customers stay with the company longer.

    2. Customers deepen their relationship with company.

    3. Customers demonstrate less price sensitivity.

    4. Customers recommended companys products or services to others.

    http://www.sitepoint.com/articlelist/127http://www.sitepoint.com/articlelist/127
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    DATA ANALYSIS

    Tables - 1

    1. Total sample size : 100

    Q1. BANK ACCOUNTS POSESSED

    Bank name No. of respondents Percentage

    ICICI 44 44%

    SBH 26 26%

    Andhra Bank 15 15%

    HDFC 10 10%

    others 5 5%

    Total 100 100%

    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, 15% of the

    respondents have bank accounts in Andhra bank, and 10% of respondents have bank

    accounts in HDFC bank and 5% of the respondents have bank accounts in other banks.

    0%

    5%

    10%

    15%

    20%

    25%

    30%

    35%

    40%

    45%

    1 2 3 4 5

    44%

    26%

    15%

    10%

    5%

    Series1

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    Table - 2

    Q2. TYPE OF BANK ACCOUNT.

    Type of accounts No. of respondents Percentage

    Saving 95 95%

    Current 5 05%

    Total 100 100%

    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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    Table -3

    Q3. REASONS TO OPEN A BANK ACCOUNT

    INTERPRETATION:

    It is seen that the majority of the respondents that 70% of them open bank

    account for the purposes of take salary through bank, while 15% of them to procure loan

    and 10% of them are for cheque clearance and 5% of them to own one.

    Type of transaction No. of respondents Percentage

    To procure loan 15 15%

    Salary through bank 70 70%

    For cheque clearance 10 10%

    To own one 05 05%

    Other reason 00 00%

    Total 100 100%

    0%

    10%

    20%

    30%

    40%

    50%

    60%

    70%

    80%

    1 2 3 4 5

    15%

    70%

    10%5%

    0%

    Series1

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    Table - 4

    Q4. SATISFACTION TOWARDS EXISTING BANK SERVICE

    Opinion No. of respondents Percentage

    Yes 95 95%

    No 05 05%

    Total 100 100%

    INTERPRETATION:

    It is seen that the majority of the respondents that is 95% of them are satisfiedwith 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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    Table - 5

    Q5. MAINTENANCE OF MINIMUM BALANCE

    Opinion No. of respondents Percentage

    Maintaining 60 60%

    Not Maintaining 40 40%

    Total 100 100%

    INTERPRETATION:

    From the above analysis it is seen that 60% of respondents are maintaining

    minimum balance, and 40% of the respondents are not maintaining minimum balance.

    0%

    10%

    20%

    30%

    40%

    50%

    60%

    70%

    1 2

    60%

    40%

    Series1

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    Table - 6

    Q6 OPINION ON MINIMUM BALANCE

    Opinion No. of respondents Percentage

    Good 50 50%

    Average 20 20%

    poor 30 30%

    Total 100 100%

    INTERPRETATION:

    From the above table it is clear that 50% of the respondents given rate are good,

    20% of the respondents given rate as average and 30% of the respondents given rating as

    poor.

    0%

    5%

    10%

    15%

    20%

    25%

    30%

    35%40%

    45%

    50%

    Good Average Poor

    50%

    20%

    30%

    Series1

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    Table - 7

    Q7. OPINION ON ATM NETWORK:

    Usage No. of respondents Percentage

    Very regularly 70 70%

    Often 20 20%

    Rare 10 10%

    Never 0 0%

    Total 100 100%

    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%

    Very

    Regularly

    Often Rare Never

    70%

    20%10%

    0%

    Series1

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    Table - 9

    Q9. OPINION ON ELECTRONIC FUND TRASFER

    Usage No. of respondents Percentage

    Very regularly 10 10%

    Often 5 5%

    Rare 15 15%

    Never 70 70%

    Total 100 100%

    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

    Often Rare Never

    10%5%

    15%

    70%Series1

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    Table - 10

    Q10. USAGE OF ATM DRAWINGS/PER DAY

    Usage No. of respondents Percentage

    Maximum 60 60%

    Minimum 40 40%

    Total 100 100%

    INTERPRETATION:

    From the above table analysis it is seen that 60% of the respondents are

    maximum usage of ATM drawing per day limit, and 40% of the respondents are

    minimum usage of ATM drawing per day limit.

    0%

    10%

    20%

    30%

    40%

    50%

    60%

    70%

    Maximum Minimum

    60%

    40%

    Series1

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    Table - 11

    Q11. OPINION ATM DRAWINGS/PER DAY LIMIT OPINION RATE:

    Opinion No. of. respondents Percentage

    Good 60 60%

    Average 20 20%

    Poor 20 20%

    Total 100 100%

    INTERPRETATION:

    From the above table analysis it is clear that 60% of the respondents giving rate

    good, 20% of the respondents are given rate as average, and 20% of the respondents

    given rating as poor.

    0%

    10%

    20%

    30%

    40%

    50%

    60%

    70%

    Good Average Poor

    60%

    20% 20%

    Series1

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    Table -12

    Q12. USAGE OF ANY WHERE BANKING:

    Usage No. of respondents Percentage

    Maximum 70 70%

    Minimum 30 30%

    Total 100 100%

    INTERPRETATION:

    From the above table analysis it is clear that 70% of the respondents usage of

    any where banking, 30% of the respondents are minimum usage of any where banking.

    0%

    10%

    20%

    30%

    40%

    50%

    60%

    70%

    80%

    Maximum Minimum

    70%

    30%

    Series1

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    Table 14

    Q14. FIXED DEPOSIT HOLDERS:

    Opinion No of respondents Percentage

    Yes 40 40%

    No 60 60%

    Total 100 100%

    INTERPRETATION:

    From the above table analysis it is clear that 40% of respondents have fixed

    deposits and 60% of respondents nave no fixed deposits.

    0%

    10%

    20%

    30%

    40%

    50%

    60%

    70%

    Yes No

    40%

    60%Series1

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    QUESTIONNAIRE

    Dear Respondents,

    Please spend five minutes for these questions with subject to my project on

    CUSTOMER ORIENTATION BY CORPORATE BANKING

    Name of the Respondent :

    Address :

    Mobile number :

    Profession :

    1. In which bank/s do you poses a bank A/C--------------------------

    A)ICICI B)SBH C) ANDHRA BANK D)HDFC E)OTHERS

    2. Which type of account do you own : Savings/Current?

    3. What made you to open a bank account?

    (a) To procure loan [ ]

    (b) Salary through bank [ ]

    (c) For cheque clearance [ ]

    (d) To own one [ ]

    (e) Other reason [ ]

    4. Are you satisfied with the existing bank service: yes/no

    If no state the reason.

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    5. This bank maintenance of minimum balance

    A) Maintaining B) Not Maintaining

    6. What are opinion on minimum balance

    A) Good B)Average C) Poor

    7. What are opinion on ATM net work

    A) Very regularly B)Often C)Rare D)Never

    8) What are ATM network opinion

    A) Good B)Average C)Poor

    9) What is opinion on Electronic fund transfer

    A) Very regularly B)Often C)Rare D)Never

    10) What is usage of ATM drawings per day

    A) Maximum B)Minimum

    11) What are opinion ATM drawings per day limit opinion rate

    A) Good B)Average C) Poor

    12) What is usage of any where banking

    A) Maximum B)Minimum

    13) What are Any where banking opinion rate

    A) Good B)Average C) Poor

    14) How many numbers fixed deposit holders?

    A) YES B) NO

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    Do you suggest any services to be provided by the corporate

    banks.

    .

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    CONCLUSIONS

    1. The charges are very high to open a new account.

    2. No ATM centers in main areas.

    3. No Branch Offices in Urban areas.

    4. Minimum Balance in 3 Months it not maintain then bank fix the fines.

    5. Charging more percentage on transfer of D.D.s & Cheques etc.

    6. ICICI bank is not able to provide some special plans to students in view of giving

    study loans etc.

    8. ICICI bank not giving loans to farmers.

    9. Most of the customers of this bank is using current account only for fast

    withdrawal facility.

    10. ICICI bank have no branch offices in Mandal levels.

    11. 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.

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    SUGGESTIONS

    1. ICICI bank needs to open more branches in all the urban areas & mandals.

    2. ICICI bank has to increase the No. of ATM centres in all the main areas.

    3. ICICI bank has to concentrate on students.

    4. Must be provide & increase services to the farmers.

    5. Bank have to decrese the new account opening charges for the convinent to all

    levels people.

    6. Bank must be increase the Advertisement Promotional Activities in the rural

    level.

    7. ICICI Bank need to decrease the amount of 3 months minimum balance.

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