Customer Satisfaction With Reference To ICICI Banl LTD

CUSTOMER SATISFACTION IN ICICI
A PROJECT REPORT
Submitted by
Sarfraj Ahmad
______________________________
in partial fulfillment o f the requirement

for the award of the degree
Of
MBA
IN
[Marketing Management]
December 2012
Student declaration
I hereby declare that the project report entitled

Submitted in partial fulfillment of the requirements for the degree of Masters of
business Administration to Sikkim Manipal University, India, is my original work
and not submitted for the award of any other degree, diploma, fellowship, or any
other similar title or prizes.
Sarfraj Ahmad
Place: Alwar
Date:
Reg. No.: 521114661
University study centre certificate
This is to certify that the project report entitled
Submitted in partial fulfillment of the requirements for the degree of

Masters of Business Administration of Sikkim Manipal University of Health,
Medical and Technological Sciences
Sarfraj Ahmad
has worked under my supervision and guidance and that no part of this report has
been submitted for the award of any other degree, diploma, Fellowship or other
similar titles or prizes and that the work has not been published in any journal or
Magazine.
Reg. No.
521114661
ACKNOWLEDGEMENT
It is only with profound sense of gratitude and indebtedness. I like to

express my sincere thanks to all those faculties & Staff Members of MBA
Department in the Sikkim Manipal University Study Center, Alwar who made
this work possible.
I am fully conscious of the fact that these works cannot fully express my inner
most feeling, yet in the absence of any other medium. I have to take resource
to the worked alone. It is their regular help and Co-operation that made work
on the project.
I owe special thanks to Mrs. Smita Choudhary, Head of MBA
department, whose sincere guidance and help resulted the completion of my
project and without their help it would not have been possible to complete my
project.
Lastly, I must place on record my sincere thanks for the unstinted Co-
Operation and guidance to Mr. Smita Choudhary and who has given shape to
the project Report.
Sarfraj Ahmad
521114661
4
Bonafide Certificate
BONAFIDE CERTIFICATE
Certified that this project report titled CUSTOMER SATISFACTION IN

ICICI is the bonafide work of Sarfraj Ahmad who carried out the project
work under my supervision.
SIGNATURE SIGNATURE
HEAD OF THE DEPARTMENT FACULTY IN CHARGE
5
PREFACE
I had undergone a practical training under ICICI BANK, JAIPUR. It was a

good exposure for me to undergo training in such a company to get the
knowledge and experience regarding life insurance and recruitment of capable
of life insurance advisors.
Summer training is one of the major experiencing components of the

knowledge, gain of relevant of information with respect to marketing and
dealing with situations in a professional course like M.B.A. where a professional
person faces a problem in a field. I was able to get familiarized with the
customer relationship and got to know how a company measures to resolve their
grievances and service them to the maximum for future prospect and success.
Field component like survey, generation of questionnaire with respect to
marketing helped me a lot and would be a great support in future
.It is good to have enthusiasm but it is essential to have training. Training

can be in all way of life. Thus I would say that this training was beneficial
educative & good exposure to me, which will certainly help in my near future.
This was designed with respect to this company. The made me to get the
enhanced knowledge regarding life insurance concept and the process of
recruiting of financial consultant
6
7
CONTENTS
Sr. No. Subject Covered Page No.
1 Introduction
2 Company Profile 5-59

3 Customer Satisfaction 60-70
4 Objective 71
5 Swot Analysis 72-79
6 Research Mythology 80-88
7 Finding And Interpretation 88-105
8 Conclusion And Suggestion 105-108
Annexure
Bibliography
8
EXECUTIVE SUMMARY
Private banking is a concept which is new and fast emerging in the world of
banking where changes have become a necessity in order for banks to survive in
this competitive environment vis--vis not only from the public and private
sector banks but also from the foreign banks. The objective of the research is to
explore the various products, which a private banker deals into and the
systematic process involved to match client requirements with the right kind of
product.
Through this research one of the main objectives is to explore the reason why
most of the banks are injecting private banking as business profile to their set of
service offerings.
Though private banking evolved in late 80s in Asia, in India its not more than 5
years old. ICICI started it in Aug 2002 and since then it has been a remarkable
success. Today there are enormous solutions to cater client needs but what suits
best to a client is where private banking fits in. Every client will have different
needs, liking and preferences. So a customized portfolio for every client is the
need of the day.
9
This research will highlight more on the product portfolio of ICICI Private
Banking, how they have changed or innovatively structured to be attractive and
competitive.
BANKING STRUCTURE IN INDIA
Scheduled Banks in India
(A) Scheduled Commercial Banks
Public sector Private sector Foreign Banks Regional Rural

Banks Banks in India Bank
10
(28) (27) (29) (102)
Nationalized Old Private
Bank Banks
Other Public New Private
Sector Banks Banks
(IDBI)
SBI and its
Associates
(B) Scheduled Cooperative Banks
Scheduled Urban Cooperative Scheduled State Cooperative

Banks (55) Banks (31)
Here we more concerned about private sector banks and competition among them.
Today, there are 27 private sector banks in the banking sector: 19 old private sector
banks and 8 new private sector banks.
These new banks have brought in state-of-the-art technology and aggressively
marketed their products. The Public sector banks are facing a stiff competition
from the new private sector banks.
The banks which have been setup in the 1990s under the guidelines of the
Narasimham Committee are referred to as NEW PRIVATE SECTOR BANKS.
11
INTRODUCTION
The banking section will navigate through all the aspects of the Banking System
in India. It will discuss upon the matters with the birth of the banking
concept in the country to new players adding their names in the industry in
coming few years.
The banker of all banks, Reserve Bank of India (RBI), the Indian Banks
Association (IBA) and top 20 banks like IDBI, HSBC, ICICI, ABN AMRO, etc.
has been well defined under three separate heads with one page dedicated to
each bank.
However, in the introduction part of the entire banking cosmos, the past has
been well explained under three different heads namely:
History of Banking in India
Nationalization of Banks in India
Scheduled Commercial Banks in India
The first deals with the history part since the dawn of banking system in India.
Government took major step in the 1969 to put the banking sector into systems
and it nationalized 14 private banks in the mentioned year. This has been
elaborated in Nationalization Banks in India. The last but not the least explains
about the scheduled and unscheduled banks in India. Section 42 (6) (a) of RBI
Act 1934 lays down the condition of scheduled commercial banks. The
descriptions along with a list of scheduled commercial banks are given on this
page.
12
HISTORY OF BANKING IN INDIA
Without a sound and effective banking system in India it cannot have a healthy
economy. The banking system of India should not only be hassle free but it
should be able to meet new challenges posed by the technology and any other
external and internal factors.
For the past three decades India's banking system has several outstanding
achievements to its credit. The most striking is its extensive reach. It is no longer
confined to only metropolitans or cosmopolitans in India. In fact, Indian banking
system has reached even to the remote corners of the country. This is one of the
main reasons of India's growth process.
The government's regular policy for Indian bank since 1969 has paid rich
dividends with the nationalization of 14 major private banks of India.
Not long ago, an account holder had to wait for hours at the bank counters for
getting a draft or for withdrawing his own money. Today, he has a choice. Gone
are days when the most efficient bank transferred money from one branch to
other in two days. Now it is simple as instant messaging or dial a pizza. Money
have become the order of the day.
13
The first bank in India, though conservative, was established in 1786. From
1786 till today, the journey of Indian Banking System can be segregated into
three distinct phases. They are as mentioned below:
Early phase from 1786 to 1969 of Indian Banks
Nationalization of Indian Banks and up to 1991 prior to Indian banking

sector Reforms.
New phase of Indian Banking System with the advent of Indian Financial
& Banking Sector Reforms after 1991.
To make this write-up more explanatory, I prefix the scenario as Phase I, Phase
II and Phase III.
Phase I
The General Bank of India was set up in the year 1786. Next came Bank of
Hindustan and Bengal Bank. The East India Company established Bank of
Bengal (1809), Bank of Bombay (1840) and Bank of Madras (1843) as
independent units and called it Presidency Banks. These three banks were
amalgamated in 1920 and Imperial Bank of India was established which started
as private shareholders banks, mostly Europeans shareholders.
In 1865 Allahabad Bank was established and first time exclusively by Indians,
Punjab National Bank Ltd. was set up in 1894 with headquarters at Lahore.
Between 1906 and 1913, Bank of India, Central Bank of India, Bank of Baroda,
14
Canara Bank, Indian Bank, and Bank of Mysore were set up. Reserve Bank of
India came in 1935.
During the first phase the growth was very slow and banks also experienced
periodic failures between 1913 and 1948. There were approximately 1100 banks,
mostly small. To streamline the functioning and activities of commercial banks,
the Government of India came up with The Banking Companies Act, 1949
which was later changed to Banking Regulation Act 1949 as per amending Act
of 1965 (Act No. 23 of 1965). Reserve Bank of India was vested with extensive
powers for the supervision of banking in India as the Central Banking Authority.
During those days public has lesser confidence in the banks. As an aftermath
deposit mobilization was slow. Abreast of it the savings bank facility provided
by the Postal department was comparatively safer. Moreover, funds were largely
given to traders.
Phase II
Government took major steps in this Indian Banking Sector Reform after
independence. In 1955, it nationalized Imperial Bank of India with extensive
banking facilities on a large scale especially in rural and semi-urban areas. It
formed State Bank of India to act as the principal agent of RBI and to handle
banking transactions of the Union and State Governments all over the country.
Seven banks forming subsidiary of State Bank of India was nationalized in 1960
on 19th July, 1969, major process of nationalization was carried out. It was the
effort of the then Prime Minister of India, Mrs. Indira Gandhi. 14 major
commercial banks in the country was nationalized.
15
Second phase of nationalization Indian Banking Sector Reform was carried out
in 1980 with seven more banks. This step brought 80% of the banking segment
in India under Government ownership.
The following are the steps taken by the Government of India to Regulate
Banking Institutions in the Country:
1949: Enactment of Banking Regulation Act.
1955: Nationalization of State Bank of India.
1959: Nationalization of SBI subsidiaries.
1961: Insurance cover extended to deposits.
1969: Nationalization of 14 major banks.
1971: Creation of credit guarantee corporation.
1975: Creation of regional rural banks.
1980: Nationalization of seven banks with deposits over 200 crore.
After the nationalization of banks, the branches of the public sector bank India
rose to approximately 800% in deposits and advances took a huge jump by
11,000%.
Banking in the sunshine of Government ownership gave the public implicit faith
and immense confidence about the sustainability of these institutions.
Phase III
This phase has introduced many more products and facilities in the banking
sector in its reforms measure. In 1991, under the chairmanship of M
16
Narasimham, a committee was set up by his name which worked for the
liberalization of banking practices.
The country is flooded with foreign banks and their ATM stations. Efforts are
being put to give a satisfactory service to customers. Phone banking and net
banking is introduced. The entire system became more convenient and swift.
Time is given more importance than money.
The financial system of India has shown a great deal of resilience. It is sheltered
from any crisis triggered by any external macroeconomics shock as other East
Asian Countries suffered. This is all due to a flexible exchange rate regime, the
foreign reserves are high, the capital account is not yet fully convertible, and
banks and their customers have limited foreign exchange exposure.
17
BANKS IN INDIA
In India the banks are being segregated in different groups. Each group has their
own benefits and limitations in operating in India. Each has their own dedicated
target market. Few of them only work in rural sector while others in both rural
as well as urban. Many even are only catering in cities. Some are of Indian
origin and some are foreign players.
All these details and many more is discussed over here. The banks and its
relation with the customers, their mode of operation, the names of banks under
different groups and other such useful informations are talked about.
One more section has been taken note of is the upcoming foreign banks in India.
The RBI has shown certain interest to involve more of foreign banks than the
existing one recently. This step has paved a way for few more foreign banks to
start business in India.
18
Major Banks in India
Indian Overseas Bank

ABN-AMRO Bank
IndusInd Bank
Abu Dhabi Commercial Bank
ING Vysya Bank
American Express Bank
Jammu & Kashmir Bank
Andhra Bank
JPMorgan Chase Bank
Allahabad Bank
Karnataka Bank
Bank of Baroda
Karur Vysya Bank
Bank of India
Laxmi Vilas Bank
Bank of Maharastra
Oriental Bank of Commerce
Bank of Punjab
Punjab National Bank
Bank of Rajasthan
Punjab & Sind Bank
Bank of Ceylon
Scotia Bank
BNP Paribas Bank
South Indian Bank
Canara Bank
Standard Chartered Bank
Catholic Syrian Bank
State Bank of India (SBI)
Central Bank of India
State Bank of Bikaner &
Centurion Bank
Jaipur
China Trust Commercial Bank
State Bank of Hyderabad
Citi Bank
State Bank of Indore
City Union Bank
State Bank of Mysore
Corporation Bank
State Bank of Saurastra
Dena Bank
State Bank of Travancore
Deutsche Bank
Syndicate Bank
Development Credit Bank
Taib Bank
Dhanalakshmi Bank
UCO Bank
Federal Bank
Union Bank of India
HDFC Bank
United Bank of India
HSBC ICICI Bank
United Bank Of India
IDBI Bank
United Western Bank
Indian Bank
UTI Bank
19
Fact Files of Banks in India
The first, the oldest, the largest, the biggest, get all such types of informations
about Banking in India in this section.
The first bank in India to be given an ISO Certification Canara Bank
The first bank in Northern India to get ISO 9002 Punjab and Sind
certification for their selected branches Bank
The first Indian bank to have been started solely with Punjab National
Indian capital Bank
The first among the private sector banks in Kerala to South Indian
become a scheduled bank in 1946 under the RBI Act Bank
India's oldest, largest and most successful commercial

bank, offering the widest possible range of domestic, State Bank of
international and NRI products and services, through its India
vast network in India and overseas
India's second largest private sector bank and is now the The Federal Bank
largest scheduled commercial bank in India Limited
Bank which started as private shareholders banks, mostly Imperial Bank of

Europeans shareholders India
The first Indian bank to open a branch outside India in Bank of India,
London in 1946 and the first to open a branch in founded in 1906
continental Europe at Paris in 1974 in Mumbai
The oldest Public Sector Bank in India having branches Allahabad Bank
20
all over India and serving the customers for the last 132
years
The first Indian commercial bank which was wholly Central Bank of
owned and managed by Indians India
Bank of India was founded in 1906 in Mumbai. It became the first Indian bank
to open a branch outside India in London in 1946 and the first to open a branch
in continental Europe at Paris in 1974.
PUBLIC SECTOR BANKS
Among the Public Sector Banks in India, United Bank of India is one of the
14 major banks, which were nationalized on July 19, 1969. Its predecessor, in
21
the Public Sector Banks, the United Bank of India Ltd., was formed in 1950
with the amalgamation of four banks viz. Camilla Banking Corporation Ltd.
(1914), Bengal Central Bank Ltd. (1918), Camilla Union Bank Ltd. (1922) and
Hooghly Bank Ltd.(1932).
Oriental Bank of Commerce (OBC), Government of India Undertaking

offers Domestic, NRI and Commercial banking services. OBC is implementing
a GRAMEEN PROJECT in Dehradun District (UP) and Hanumangarh District
(Rajasthan) disbursing small loans. This Public Sector Bank India has
implemented 14 point action plan for strengthening of credit delivery to women
and has designated 5 branches as specialized branches for women entrepreneurs.
The following are the list of Public Sector Banks in India
Allahabad Bank
Andhra Bank
Bank of Baroda
Bank of India
Bank of Maharastra
Canara Bank
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Corporation Bank
Dena Bank
Indian Bank
Punjab & Sind Bank
Syndicate Bank
UCO Bank
Union Bank of India
Vijaya Bank
List of State Bank of India and its subsidiary, a Public Sector Banks
State Bank of India
o State Bank of Bikaner & Jaipur
o State Bank of Hyderabad
o State Bank of Indore
o State Bank of Mysore
o State Bank of Saurastra
o State Bank of Travancore
23
PRIVATE SECTOR BANKS:
Private banking in India was practiced since the beginning of banking system in
India. The first private bank in India to be set up in Private Sector Banks in India
was IndusInd Bank. It is one of the fastest growing Bank Private Sector Banks
in India. IDBI ranks the tenth largest development bank in the world as Private
Banks in India and has promoted world class institutions in India.
The first Private Bank in India to receive an in principle approval from the
Reserve Bank of India was Housing Development Finance Corporation Limited,
to set up a bank in the private sector banks in India as part of the RBI's
liberalization of the Indian Banking Industry. It was incorporated in August 1994
as HDFC Bank Limited with registered office in Mumbai and commenced
operations as Scheduled Commercial Bank in January 1995.
ING Vysya, yet another Private Bank of India was incorporated in the year 1930.
Bangalore has a pride of place for having the first branch inception in the year
1934. With successive years of patronage and constantly setting new standards
in banking, ING Vysya Bank has many credits to its account.
List of Private Banks in India
24
Bank of Punjab
Bank of Rajasthan
Catholic Syrian Bank
Centurion Bank
City Union Bank
Dhanalakshmi Bank
Development Credit Bank
Federal Bank
HDFC Bank
ICICI Bank
IDBI Bank
IndusInd Bank
ING Vysya Bank
Jammu & Kashmir Bank
Karnataka Bank
Karur Vysya Bank
Laxmi Vilas Bank
South Indian Bank
United Western Bank
25
INDIAN BANKING INDUSTRY
26
The Indian banking market is growing at an astonishing rate, with Assets
expected to reach US$1 trillion by 2010. An expanding economy, middle
class, and technological innovations are all contributing to this growth.
The countrys middle class accounts for over 320 million People. In
correlation with the growth of the economy, rising income levels, increased
standard of living, and affordability of banking products are promising factors
for continued expansion.
The Indian banking market is growing at an astonishing rate, with Assets

expected to reach US$1 trillion by 2010. An expanding economy, middle
class, and technological innovations are all contributing to this growth.
The Indian banking Industry is in the middle of an IT revolution, Focusing

on the expansion of retail and rural banking. Players are becoming
increasingly customer - centric in their approach, which has resulted in
innovative methods of offering new banking products and services. Banks
are now realizing the importance of being a big player and are beginning
27
to focus their attention on mergers and acquisitions to take advantage of
economies of scale and/or comply with Basel II regulation.Indian
banking industry assets are expected to reach US$1 trillion by 2010 and are
poised to receive a greater infusion of foreign capital, says Prathima Rajan,
analyst in Celent's banking group and author of the report. The banking
industry should focus on having a small number of large players that can
compete globally rather than having a large number of fragmented players."
Type Private, BSE & NSE, NYSE

1955 (as Industrial credit and
Founded Investment corporation of
India)
ICICI Bank Ltd.,
ICICI Bank Towers,
Headquarters
Bandra Kurla
Mumbai, India
N Vaghul, K.V. Kamath,
Key people Chanda Kochhar, V
Vaidyanathan, Madhabi Puri
Banking
Insurance
Industry
Capital Markets and allied
industries
Products Loans, Credit Cards, Savings,
Investment vehicles,
28
Insurance etc.
Revenue USD 5.79 billion
Total assets Rs. 3,997.95 billion (US$ 100

billion) at March 31, 2008.
OVERVIEW
ICICI Bank (formerly Industrial Credit and Investment Corporation of

India). ICICI Limited was established in 1955 by the World Bank, the
Government of India and the Indian Industry, for the promotion of industrial
development in India by giving project and corporate finance to the industries in
India.
ICICI Bank has grown from a development bank to a financial conglomerate

and has become one of the largest public financial institutions in India. ICICI
Bank has financed all the major sectors of the economy, covering 6,848
companies and 16,851 projects. As of March 31, 2000, ICICI had disbursed a
total of Rs.1,13,070 crores, since inception.
ICICI Bank Fact Files:
Total assets: Rs.146,214 crore
Network: 530 branches
29
ATMs: Over 1,880
Abroad Subsidiaries: United Kingdom and Canada
Abroad branches: Singapore and Bahrain
Representative offices: United States, China, United Arab Emirates, and

Bangladesh and South Africa.
ICICI Bank is India's First largest bank with total assets of about Rs.
2,513.89 bn (US$ 56.3 bn) at March 31, 2006 and profit after tax of Rs. 25.40 bn
(US$ 569 mn) for the year ended March 31, 2006 (Rs. 20.05 bn (US$ 449 mn)
for the year ended March 31, 2005). 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 (BSE: ICICI) ( Industrial Credit and Investment Corporation

of India) is India's largest private sector bank in market capitalization and
second largest overall in terms of assets. Bank has total assets of about USD 100
billion (at the end of March 2008), a network of over 1,491 branches, 22
regional offices and 49 regional processing centers, about 4,485 ATMs (at the
end of September 2008), and 24 million customers (at the end of July 2007).
ICICI Bank offers a wide range of banking products and financial services to
30
corporate and retail customers through a variety of delivery channels and
specialized subsidiaries and affiliates in the areas of investment banking, life and
non-life insurance, venture capital and asset management. (These data are
dynamic.) ICICI Bank is also the largest issuer of credit cards in India. ICICI
Bank has got its equity shares listed on the stock exchanges at Kolkata and
Vadodara, Mumbai and the National Stock Exchange of India Limited, and its
ADRs on the New York Stock Exchange (NYSE).
The Bank is expanding in overseas markets and has the largest international
balance sheet among Indian banks. ICICI 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 Canada,
Russia and the UK (the subsidiary through which the hisave savings brand is
operated), offshore banking units in Bahrain and Singapore, an advisory branch
in Dubai, branches in Belgium, Hong Kong and Sri Lanka, and representative
offices in Bangladesh, China, Malaysia, Indonesia, South Africa, Thailand, the
United Arab Emirates and USA. Overseas, the Bank is targeting the NRI (Non-
Resident Indian) population in particular.
ICICI reported a 1.15% rise in net profit to Rs. 1,014.21 crore on a 1.29%
increase in total income to Rs. 9,712.31 crore in Q2 September 2008 over Q2
September 2007. The bank's current and savings account (CASA) ratio
increased to 30% in 2008 from 25% in 2007.
31
ICICI 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 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.
ICICI Bank's equity shares are listed in India on the Bombay Stock Exchange
and the National Stock Exchange of India Limited and its American Depositary
Receipts (ADRs) are listed on the New York Stock Exchange (NYSE).
ICICI Bank has formulated a Code of Business Conduct and Ethics for its
Directors and employees. At June 5, 2006, ICICI Bank, with free float market
capitalization of about Rs. 480.00 billion (US$ 10.8 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.
32
The principal 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 service 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 the NYSE.
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.
BUSINESS OBJECTIVES
Vision
To be the leading provider of financial services in India and a major global bank.
Mission
33
We will leverage our people, technology, speed and financial capital to:
be the banker of first choice for our customers by delivering high quality,
world-class
service.
Expand the frontiers of our business globally.
Play a proactive role in the full realisation of Indias potential.
maintain a healthy financial profile and diversify our earnings across
businesses and
geographies.
Maintain high standards of governance and ethics.
Contribute positively to the various countries and markets in which we
operate.
Create value for our stakeholders.

Product and Services
Service and banking of ICICI bank categorized in to personal banking,

business banking and NRI banking services.
Personal banking- Deposit in form of saving, recurring, term deposit, senior

citizen deposit and children depository account are there for individual customer
can also avail of their housing, automobile, farm equipment, business or
personal loan scheme. Personal client can also invest in mutual funds and
participate in stock trading through ICICI bank.
Business banking Business banking services of ICICI Bank are exhaustive.

Project financing, deal assessment, and land evaluation are investment banking
services offered to corporate clients. Global trade and cash management
transaction services facilitate remittances and receipts across important cities.
Capital market and custodial services enable business houses to participate in
equity trading and transfer across major stock markets of world.
34
Customer
ICICI bank targets all segment of customer with various types of products and
services. I interacted with a a lot of customers and collect their feedback on the
given services of company, and feedback are positive response from all point of
view. Customers are beneficiary from both sides monetary as well as non
monetary. The bank targets to add nearly 500,000 customers under the new
scheme in the next one year and plans to offer auto loans through the new online
channel in the future, ICICI Bank's Executive Director, V Vaidyanathan, said
here.
"As of now, nearly 24 per cent of our customer transactions are happening
through internet. We are primarily targeting our urban customers, who constitute
nearly 70 per cent of our total customer-base," Vaidyanathan said.
Customers, opting for the service can also benefit from the quantum optima
facility, wherein if the balance exceeds Rs 5,000, the money will automatically
be transferred to a fixed deposit scheme, he said. The facility, which also enable
customers to transact between an ICICI Bank account and accounts in other
banks, is being offered free of cost, he said ICICI bank, presently, has above 2
crore customers. The lender opened nearly 470 branches in the last fiscal. The
lender has also plans to launch 'SMS n Cash' scheme later this week under
which ICICI account holders can transfer funds to those who do not have a bank
account. ICICI bank is strongly committed to protecting the privacy of its
customers and has taken all necessary and reasonable measures to protect the
confidentiality of the customer information and its transmission through the
35
world wide web and it shall not be held liable for disclosure of the confidential
information when in accordance with this privacy commitment or in terms of the
agreements, if any, with the customers.
ICICI bank Endeavours to safeguard and ensure the security of the information
provided by the customer. ICICI bank uses 128-bit encryption, for the
transmission of the information, which is currently the permitted level of
encryption in India. When the information provided by the customers is not
transmitted through this encryption, the customer's system (if configured
accordingly) will display an appropriate message ensuring the best level of
secrecy for the customer's information.
The customer would be required to cooperate with ICICI bank in order to ensure
the security of the information, and it is recommended that the customers
necessarily choose their passwords carefully such that no unauthorized access is
made by a third party. To make the password complex and difficult for others to
guess, the customers should use combination of alphabets, numbers and special
characters (like! @, #, $ etc.). The customers should undertake not to disclose
their password to anyone or keep any written or other record of the password
such that a third party could access it.
ICICI bank undertakes not to disclose the information provided by the

customers to any person, unless such action is necessary to:
Conform to legal requirements or comply with legal process;
Protect and defend ICICI bank's or its affiliates rights, interests or

property;
Enforce the terms and conditions of the products or services; or
36
Act to protect the interests of ICICI bank, its affiliates, or its members,
constituents or of other persons.
37
Competitor
The main competitor of is ICICI bank is SBI because this bank is totally taken
by government after this bank HDFC bank is the main competitor of ICICI bank
.There are different types of segment operation semment, investment and
services, demat and NRI services.The competitor from the operation segment
are State Bank of India(SBI), Axis, Housing Development and Financial
corporation(HDFC) etc.From the investment And service sector HDFC standard
life insurance corporation, Bharati Axa life insurance ,Reliance Life Insurance
Corporation, Max new work life insurance SBI Life insurance,Life Insurance
Corporation of India.In demat section India bull,Anangram,SBI,HDFC,India
Infoline are the main competitor of ICICI bank.In the NRI service section the
Western Union bank is the main competitor of ICICI bank.There are some other
company who also compete with the ICICI bank After the SBI the HDFC bank
is the main competitor of ICICI bank.
HDFC Bank Ltd. is a commercial bank of India, incorporated in August 1994,

after the Reserve Bank of India allowed establishing private sector banks. The
Bank was promoted by the Housing Development Finance Corporation, a
premier housing finance company (set up in 1977) of India. HDFC Bank has
1,500 branches and over 2,890 ATMs, in 530 cities in India, and all branches of
the bank are linked on an online real-time basis. As of September 30, 2008 the
bank had total assets of INR 1006.82 billion.
State Bank of India is the largest bank in India. It is also, measured by the
number of branch offices and employees, the second largest bank in the world.
[citation needed] The bank traces its ancestry back through the Imperial Bank of
India to the founding in 1806 of the Bank of Calcutta, making it the oldest
commercial bank in the Indian Subcontinent. The Government of India
38
nationalised the Imperial Bank of India in 1955, with the Reserve Bank of India
taking a 60% stake, and renamed it the State Bank of India. In 2008, the
Government took over the stake held by the Reserve Bank of India.SBI provides
a range of banking products through its vast network in India and overseas,
including products aimed at NRIs. With an asset base of $126 billion and its
reach, it is a regional banking behemoth. SBI has laid emphasis on reducing the
huge manpower through Golden handshake schemes and computerizing its
operations.The State Bank Group, with over 16000 branches , has the largest
branch network in India. It has a market share among Indian commercial banks
of about 20% in deposits and advances, and SBI accounts for almost one-fifth of
the nations loans.There are some other banks which gives challenging some
how in the banking and service sectorthey are:
Allahabad Bank
Andhra Bank
Bank of Baroda
Bank of India
Bank of Maharashtra
Canara Bank
Corporation Bank
Dena Bank
39
IDBI Bank
Indian Bank
Punjab & Sind Bank
Syndicate Bank
UCO Bank
Union Bank of India
Vijaya Bank
40
Environment
An employer the bank extends a lot of authority along with justified

accountability to you. The working culture is very collaborative in nature. It can
be owed to the fact that the bank is highly segmented with a lot of overlapping
and mostly distinct roles and responsibility.ICICI Bank has established itself as a
one stop solution (Universal Bank) for all financial need of individuals and
institutions alike. The credit for the same can be attributed to its vast network,
probably the largest among private sector banks.This makes the life of an
employee a lot easier, especially for those who face the external customers. You
do not have to justify your organization, it is only the product that has to be
pitched. As far as employee benefits are concerned, ICICI Bank offers a lot of
financial benefits ranging from your family health insurance to your kids school
donations. The organization is sensitive to the needs of its employees as this
quality is one of the building blocks (DNA) of the organizational culture. The
organization will be giving you enough flexibility to innovate and come-up with
new ideas. It will also exhibit its in terms of well laid systems, processes and
infrastructure. It will extend a fast track growth for those with extraordinary
talent at the same time offer stability to those who are able to deliver
satisfactorily.Overall, I would say its a lifetime experience to work with such a
behemoth organization. It might not be the best paymaster but it definitely will
impress you with its capability as the head master (Principal) of banking
industry.there are huge competition between the eployee to achieve theo goal.
41
TECHNOLOGY
ICICI use many type of advance technological software like Pinnacle 7.0 and
Pinnacle7.016.Among from this software ICICI bank uses the e-banking, core
banking, mobile banking electronic display sy ICICI Bank was using Teradata
for its data warehouse. However, due to its proprietary hardware, the cost of
procurement, upgrades and administration was soaring. The closed box
architecture of Teradata imposed restrictions on scalability. Secondly, querying
and loading could not happen simultaneously. Queries could only be run during
business hours because the loading of data had to take place during off-business
hours. This meant that the refresh rate of EDW was delayed, so queries may not
reflect the most current data. ICICI Bank was also dependent on Teradata for
support and other activities: The bank was completely tied down to that solution.
These issues compelled ICICI Bank to look for more efficient and flexible
solutions. The solution would have to address not only current issues, but
42
accommodate future growth expectations and business requirements. ICICI
Bank evaluated numerous data warehousing solutions in the pursuit of solving
its issues, and developed a shortlist of alternatives for its migration proof-of-
concept: Sybase, SAS and Netezza. The primary criteria for evaluation was the
price-to-performance ratio where Sybase IQ emerged the clear winner. During
this rigorous testing, Sybase IQ delivered faster results on independent hardware
and operating systems with minimum infrastructure. Commending the
improvements achieved, Amit Sethi, Joint General Manager, ICICI bank says,
"What impressed us wasthat even with overall lower costs, we could achieve
significantly better query performanceafter implementing the Sybase enterprise
warehouse solution." ICICI Infotech today launched an enterprise resource
planning (ERP) solution for the small and medium enterprises.
The ERP package - Orion Advantage - comes bundled with an HP dual

processor Xeon server, Oracle 9i database, Windows 2003 server and costs
about Rs 9.90 lakh and has a 15-user license.
An ERP package helps a manufacturer or any other business implementing it to

manage all the important parts in the company such as product planning, parts
purchasing, maintaining inventory and interacting with suppliers and customers.
ICICI Infotech officials told a press conference here today that Orion Advantage
offered a set of business practice solutions for industry segments such as
engineering, auto ancillary, pharmaceuticals, chemicals and IT distribution.
Besides the cost advantage, the ERP package also came pre-configured. ICICI
Infotech had mapped the processes specific to each industry segment into the
package.
Mr. Manoj Kunkalienkar, Executive Director and President, ICICI Infotech, said
that small and medium enterprises (SMEs) offered a good market and ICICI
Infotech hoped to become a leading solution provider to this segment.
Mr. R.K. Kanthi, Deputy General Manager, ICICI Infotech, said there was no
ERP package for the SMEs that bundled the server, database and operating
system right now. That was the advantage ICICI Infotech offered to SMEs as
Orion Advantage came bundled and pre-configured. Besides the high cost of
generic ERP packages, their implementation time as far as SMEs were
concerned was also long. Orion Advantage could be installed in 45 days.
ICICI Infotech had signed up six customers so far for the package and hoped to
garner a 15 per cent market share of the SME segment, whose number in the
country was estimated at 2.30 lakh.
43
Mr. K.S. Natarajan, Managing Director, Trident Pneumatics Pvt Ltd of
Coimbatore, one of the companies that had installed Orion Advantage, said that
the company had tried three other ERP packages, all of which had failed, before
settling on Orion Advantage.
Mr Kunkalienkar said that ICICI Infotech planned to move the two development
centers in Chennai into a single location and double the staff strength from 300
now in the next two years.
The Chennai centers were involved in research and development of Orion ERP
solutions and Premia, an insurance package.
ERP Systems Integration

Pinnacle Software Solutions has the expertise and experience to assist you with
your enterprise systems integration. From developing your strategy, through
implementation and support, we bring the right combination of resources,
management skillsets, and technical know-how. We will help you successfully
integrate your Enterprise Resource Planning (ERP) systems into your overall
business and technology infrastructure.
Whether you are planning an upgrade of an existing ERP system, or a complete

replacement of a legacy application and platform, we can help you improve your
financial, human resources, electronic mail, and other business systems. We
work with the leading ERP systems, including the latest versions of the Oracle
and PeopleSoft applications:
General Ledger Project Costing

Accounts Payable Human Resources
Accounts Receivable Payroll
Purchasing Benefits
Asset Management Compensation
Our technology management solutions will help you migrate hardware

platforms, improve network and database performance, develop or refresh
policies and procedures, and develop sound disaster recovery and backup
solutions. Please contact us to learn how Pinnacle Software Solutions can help
you develop solutions that fit your enterprise.
ICICI Prudential Life Insurance Company Limited
ICICI Prudential life Insurance Company Limited was incorporated on 20th July
2000.The authorized capital of the company is Rs.2300 million and the paid up
capital is Rs.1500 million. The company is joint venture of ICICI (74%) and UK
44
based company Prudential Plc (26%). The company was granted certificate of
registration for carrying business, by Insurance Regulatory and Development
Authority on 24th November 2000. It commenced commercial operation from
19th December 2000 and becoming a leading private sector life insurance
company.
The company recognizes that the driving force for gaining sustainable
competitive advantage in this business is superior customer experience and
investment behind the brand. The company aims to achieve this by striving to
provide world class service level trough constant innovation in product,
distribution channels and technology based delivery.
Vision and Mission
Their vision is to make ICICI Prudential Life Insurance Company the dominant
new insurer in the life insurance industry. This they hope to achieve through
their commitment to excellence, focus on service, speed and innovation, and
leveraging our technological expertise.
The success of the organisation will be founded on its strong focus on values
and clarity of purpose. These include:
Understanding the needs of customers and offering them superior

products and service
Building long lasting relationships with their partners
Providing an enabling environment to foster growth and learning for their

employees
And above all building transparency in all our dealings.They believe that they
can play a significant role in redefining and reshaping the sector. Given the
quality of their parentage and the commitment of their team, they feel that tere
will be no limits to their growth.
Board of Directors
The ICICI Prudential Life Insurance Company Limited Board comprises reputed
people from the finance industry both from India and abroad.
Shri K.V. Kamath, Chairman

Mr. Mark Tucker
Smt. Lalita D. Gupte
Mr. Danny Bardin
Mrs. Kalpana Morparia
45
Shri M.P. Modi
Mr. John Caouette
Shri S.P.Subhedar, (Alternate Director to Mr. Danny Bardin)
Mr. Derek Stott, (Alternate Director to Mr. Mark Tucker)
Smt. Shikha Sharma, Managing Director
Management Team
Ms. Shikha Sharma, Managing Director

Mr. Kevin Wright, Executive Vice President - Sales & Distribution
Ms. Madhavi Soman, Chief - Strategic Initiatives
Mr. V. Rajagopalan, Appointed Actuary
Mr. Sandeep Batra, Chief Financial Officer & Company Secretary
Mr. Saugata Gupta, Chief - Marketing & Service
Mr. Shubhro J. Mitra, Chief - Human Resources
Corporate Office:
ICCI Prulife Towers,

1089, Appasahab Marathe Marg,
Prabhadevi,
Mumbai 400 025.
Telephone Number: 022-462 1600
Website : www.iciciprulife.com
ICICI Lombard General Insurance Company
ICICI Lombard General Insurance Company Limited is a 74:26 joint venture

between ICICI Bank Limited and Canada based Fairfax Financial
Holdings Limited. ICICI Bank is India's second largest bank, while Fairfax
Financial Holdings is a diversified financial corporate engaged in
general insurance, reinsurance, insurance claims management and Investment
management. Lombard Canada Ltd, a group company of Fairfax Financial
46
Holdings Limited, is one of Canada's oldest property and casualty insurers.
ICICI Lombard General Insurance Company received regulatory approvals to
commence general insurance business in August 2000.
Board Members
Mr K V Kamath, Chairman
Mr R Athappan, Director
Mr B V Bhargava, Director
Mr Dileep Choksi, Director
Mr James F Dowd, Director
Ms Lalita D Gupte, Director
Ms Kalpana Morparia, Director
Mr S Mukherji, Director
Mr Chandran Ratnaswami, Director
Mr H N Sinor, Director
Mr Sandeep Bakhshi, Managing Director & CEO
Audit Committee
Mr. S Mukherji, Chairman

Mr. Dileep Choksi, Director
Mr. James F Dowd, Director
Mr. H.N. Sinor, Director
Investment Committee
Mr. Chandran Ratnaswami, Chairman

Ms. Kalpana Morparia, Director
Mr. Sandeep Bakhshi,, Managing Director & CEO
Mr. S Gopalakrishnan, Head Investments
Mr. Rakesh Jain, Head-Finance & Accounts
Mr. Liyaquat Khan, Appointed Actuary
Board Governance Committee
Ms. Kalpana Morparia, Chairperson

Mr. Chandran Ratnaswami, Director
Mr. H. N. Sinor, Director
47
Retail Segment of ICICI Lombard General Insurance :
ICICI Lombard's Retail Segment consists of personal insurance products -

Health, Home, Motor and Travel insurances.
Health Insurance
ICICI Lombard is known to be a pioneer in introducing innovative concepts in
the Indian health Insurance sector. Be it the floater concept, the critical illness
cover or the tax gain policy, all these were first introduced by ICICI Lombard. It
was also one of the first general insurance companies in India to have a robust
online system in place for buying and renewing policies.
The various plans offered by ICICI Lombard include Family Floater Plan -
where one policy covers the entire family, Health Advantage Plus - where they
cover OPD and dental expenses, also help save maximum tax under section 80D
and Critical Illness plan - a special policy covering a list of critical illnesses.
They also have a basic Personal Accident Plan which covers against accidents.
ICICI Lombard health plans also provide coverage against terrorism.
Home Insurance
Home Insurance is actually one of the most neglected areas in the general
insurance category. Simply, because people in general, especially in India, do
not give much importance to it. However, in the recent years, due to the increase
in awareness, and the great extent of damage caused to property due to natural
calamities and terrorism, it has been gaining importance. The Home Insurance
Policyoffered by ICICI Lombard covers both the structure and the contents of
the house. You can opt for either of the covers or both. Unlike other policies, it
also covers damage due to terrorist activities, loss of cash, public liability,
temporary resettlement and others.
Motor Insurance
As Motor Insurance is mandatory in India and is governed by the Motor Tariff
Act, the policies offered by various companies are more or less the same. There
is not much room for innovation in this category. ICICI Lombard too offers Car
Insurance and Two Wheeler Insurance. They are known to offer one of the best
rates in the market. As the entire buying process is online and is instant, without
any submission of documents or other formalities, people generally opt it for
convenience.
48
Travel Insurance
Travel insurance is one of the most prominent sector of general insurance,
especially overseas travel insurance and student medical insurance. ICICI
Lombard offers various options in both the categories. The Overseas Travel
Plans and Student Medical Plans offered cover medical and non-medical
expenses, including compensation for flights hijacked and pre existing diseases
in case of emergency. They charge on a per day basis if the travel is more than 7
days. ICICI Lombard has tied up with United Health Group to facilitate access
to all its clinics while in U.S.
The Student Medical Plans are accepted in almost universities worldwide. They
also have a section in their website, University Search, where one can find
specific plans for specific universities.
All the above retail policies can be bought online, without any documentation
through their website www.icicilombard.com .One can not only buy, but also
manage and renew their insurance policies online.
NRI Services
ICICI Lombard has developed insurance policies for Non-resident Indians that
can be bought, renewed and tracked online.
Parents' Health Insurance covers hospitalization and medical expenses incurred
by parents of the policyholder in India. For parents' travelling outside India,
ICICI Lombard offers a Parents' Overseas Travel Insurance policy.
An NRI can insure his children/ dependents travelling abroad to study, under the
Student Medical Insurance plan. Likewise, the Home Insurance and Car
Insurance schemes enables an NRI to secure his assets in India.
Channels
Channel is the term used for the various approaches a company uses to tap its
customers. ICICI Lombard uses a multi channel approach to ensure the sales,
service and other allied activities are carried out in the most effective manner.
Retail
The Retail channel consists of sales executves, sales officers, brokers and
agents. They are the one who are in direct contact with the customers and bring
the innovative insurance solutions to their doorsteps.
Online
49
ICICI Lombard has developed a web-based system to meet all the pre and post-
policy transaction. One can get quotes, buy, renew and track their policies onlin
e through the website [www.icicilombard.com]. With the do-it-yourself
architecture, the online channel is fast, convenient, easy to understand and
operate.
ICICI GROUP
ICICI VENTURE
ICICI Venture is the largest and one of the most successful private equity and
Venture capital management companies in India with aggregate funds under
Management in excess of USD 2 billion. ICICI Venture is a subsidiary of ICICI
Bank, Indias second-largest bank with total assets of about US$ 56.3 bn (March
31, 2006) and market capitalization of about USD 10.8 bn (June 2006).
50
Over the years, ICICI Venture has built an enviable portfolio of companies in
the sectors of information technology, pharmaceuticals, biotechnology, media
and retail thereby delivering value consistently to its investors.
ICICI Venture has the distinction of managing a large number of exits in the
Country. With over 100 liquidity events, the organization has reaped rich
Experience and is well positioned to handle IPOs, strategic sale and/or mergers.
ICICI Venture has a wide network of third party investors, which include
Domestic investors such as public sector banks, financial institutions and
Insurance companies. A significant portion of the funds corpus is also from
International development financial institutions and international funds.
The company has over 40 qualified professionals with experience across sectors
and functions. The capabilities of the team, structure of the organization,
Emphasis on value creation and performance evaluation matrices enable ICICI
Venture to extract superior returns from its investments.
ICICI SECURITIES Indias Leading Investment Bank
ICICI Securities Limited is Indias leading full service investment bank with a
Dominant position in all segments of its operations - Corporate Finance, Fixed
Income and Equities. It is a subsidiary of ICICI Bank, the largest private sector
bank in India and operates out of Mumbai with offices in New Delhi, Chennai,
Kolkata, New York, London and Singapore. Under the able leadership of
Mr.S.Mukherji, Managing Director and CEO, ICICI Securities continues to
grow as reflected in its performance over the past couple of years.
The Corporate Finance team has consistently been among the top players in
M&As and fund raising from domestic and international capital markets. The
51
Equities team is a major Indian brokerage house and its research covers over
90% of Sensex market capitalization. The bond research of the Fixed Income
team is a benchmark for the industry.
The eminent position of ICICI Securities is reflected in the number of awards

that our teams in the Fixed Income, M&A and Equity Capital Markets win. Our
Fixed Income team for the last two years (CY04 and CY05) has been adjudged
as the Best Bond House in India by both Asia money and Finance Asia. The
Equities team was adjudged as the Best Indian Brokerage House-2003 by Asia
money. The Corporate Finance team tops the M&A/Capital markets league
tables regularly. Our wholly owned subsidiary, ICICI Brokerage Services
Limited (IBSL), buys and sells equities for our institutional clients. ICICI
Securities has a U.S. subsidiary, ICICI Securities Inc., which is a member of the
National Association of Securities Dealers, Inc. (NASD). As a result of this
membership, ICICI Securities Inc. can engage in permitted activities in the U.S.
securities markets.
These activities include dealing in securities markets transactions in the United

States and providing research and investment advice to US investors.
ICICI Securities Inc. is also registered with the Financial Services Authority, UK
(FSA) and the Monetary Authority of Singapore (MAS) to carry out Corporate
Advisory Services
52
PRUDENTIAL ICICI
Prudential ICICI Asset Management Company enjoys the strong parentage of

Prudential plc, one of UK's largest players in the insurance & fund management
sectors and ICICI Bank, a well-known and trusted name in financial services in
India. Prudential ICICI Asset Management Company, in a span of just over eight
years, has forged a position of pre-eminence in the Indian Mutual Fund industry
as one of the largest asset management companies in the country with assets
under management of Rs. 23559.60 crores (as of March 31, 2006). The
Company manages a comprehensive range of schemes to meet the varying
investment needs of its investors spread across 68 cities in the country.
PRUDENTIAL LIFE INSURANCE
India's Number One private life insurer, ICICI Prudential Life Insurance
Company is a joint venture between ICICI Bank-one of India's foremost
financial services companies-and Prudential plc- a leading international financial
services group headquartered in the United Kingdom. Total capital infusion
stands at Rs. 15.85 billion, with ICICI Bank holding a stake of 74% and
Prudential plc holding 26%.
We began our operations in December 2000 after receiving approval from

Insurance Regulatory Development Authority (IRDA). Today, our nation-wide
team comprises nearly 120,000 insurance advisors, 18 banc assurance partners
and 200 corporate agent tie-ups.
53
ICICI Prudential was the first life insurer in India to receive a National Insurer
Financial Strength rating of AAA (Industry) from Fitch ratings. For three years
in a row, ICICI Prudential has been voted as India's Most Trusted Private Life
Insurer, by The Economic Times - AC Nielsen ORG Marg survey of 'Most
Trusted Brands'. As we grow our distribution, product range and customer base,
we continue to tirelessly uphold our commitment to deliver world-class financial
solutions to customers all over India.
ICICI Prudential life Insurance Company Limited was incorporated on 20th July
2000.The authorized capital of the company is Rs.2300 million and the paid up
capital is Rs.1500 million. The company is joint venture of ICICI (74%) and UK
based company Prudential Plc (26%). The company was granted certificate of
registration for carrying business, by Insurance Regulatory and Development
Authority on 24th November 2000. It commenced commercial operation from
19th December 2000 and becoming a leading private sector life insurance
company.
The company recognizes that the driving force for gaining sustainable
competitive advantage in this business is superior customer experience and
investment behind the brand. The company aims to achieve this by striving to
provide world class service level trough constant innovation in product,
distribution channels and technology based delivery.
Vision and Mission
Their vision is to make ICICI Prudential Life Insurance Company the dominant
new insurer in the life insurance industry. This they hope to achieve through
their commitment to excellence, focus on service, speed and innovation, and
leveraging our technological expertise.
54
The success of the organisation will be founded on its strong focus on values
and clarity of purpose. These include:
Understanding the needs of customers and offering them superior

products and service
Building long lasting relationships with their partners
Providing an enabling environment to foster growth and learning for their

employees
And above all building transparency in all our dealings.They believe that they
can play a significant role in redefining and reshaping the sector. Given the
quality of their parentage and the commitment of their team, they feel that tere
will be no limits to their growth.
Corporate Office:
ICCI Prulife Towers,

1089, Appasahab Marathe Marg,
Prabhadevi,
Mumbai 400 025.
Telephone Number: 022-462 1600
Website : www.iciciprulife.com
ICICI LOMBARD
55
between ICICI Bank Limited and the US-based $ 26 billion Fairfax Financial
Financial Holdings is a diversified financial corporate engaged in general
insurance, reinsurance, insurance claims management and investment

between ICICI Bank Limited and Canada based Fairfax Financial
Financial Holdings is a diversified financial corporate engaged in
general insurance, reinsurance, insurance claims management and Investment
56
Technology Used in ICICI Bank
In the era of globalization each and every sector faced the stiff competition
from their rivals. And world also converted into the flat from the globe. After
the policy of liberalization and RBI initiatives to take the step for the private
sector banks, more and more changes are taking the part into it. And there are
create competition between the private sector banks and public sector bank.
Private sector banks are today used the latest technology for the different
transaction of day to day banking life. As we know that Information
Technology plays the vital role in the each and every industries and gives the
optimum return from the limited resources. Banks are service industries and
today IT gives the innovative Technology application to Banking industries.
ICICI BANK is the leader in the industries and today IT and ICICI BANK
together combined they reached the sky. New technology changed the mind of
the customers and changed the queue concept from the history banking
transaction. Today there are different channels are available for the banking
transactions.
57
We can see that the how technology gives the best results in the below diagram.
There are drastically changes seen in the use of Internet banking, in a year 2001
(2%) and in the year 2008 (25%).
These type of technology gives the freedom to retail customers.
Centralized Processing Units Derived Economies of Scale
Electronic Straight Through Reduced Transaction Cost

Processing
Data Warehousing , CRM Improve cost efficiency, Cross

sell
Innovative Technology Application Provide new or superior
products
The countrys middle class accounts for over 320 million people. In correlation
with the growth of the economy, rising income levels, increased standard of
living, and affordability of banking products are promising factors for continued
expansion.
ICICI Bank Product & Customer Segment:
PERSONAL BANKING
Loan Product Deposit Product Investment & Insurance
58
Auto Loan Saving a/c Mutual Fund
Loan Against Current a/c Bonds
Security Fixed deposit Knowledge Centre
Loan Against Demat a/c Insurance
Property Safe Deposit General and Health
Personal loan Lockers Insurance
Credit card Equity and
2-wheeler loan Derivatives
Commercial Mudra Gold Bar
vehicles finance
Home loans
Retail business
banking
Tractor loan
Working Capital
Finance
Construction
Equipment Finance
Health Care
Finance
Education Loan
Gold Loan
Cards Payment Services Access To Bank
Credit Card NetSafe NetBanking

Debit Card Merchant OneView
Prepaid Card Prepaid Refill InstaAlert
Billpay MobileBanking
Visa Billpay ATM
InstaPay Phone Banking
-------------------------------- DirectPay Email Statements
Forex Services VisaMoney Branch Network
-------------------------------- Transfer
Product & Services eMonies
Trade Services Electronic
Forex service Funds Transfer
Branch Locater Online Payment
RBI Guidelines of Direct Tax
59
WHOLESALE BANKING
Corporate Small and Medium Financial Institutions

Enterprises and Trusts
Funded Funded Services BANKS

Services Non Funded Clearing Sub-
Non Funded Services Membership
Services Specialized Services RTGS
Value Added Value added services submembership
Services Internet Banking Fund Transfer
Internet ATM Tie-ups
Banking Corporate Salary a/c
Tax Collection
Financial Institutions
Mutual Funds
Stock Brokers
Insurance Companies
Commodities Business
Trusts
NRI SERVICES
Accounts & Deposits Remittances
Rupee Saving a/c North America

Rupee Current a/c UK
Rupee Fixed Deposits Europe
Foreign Currency Deposits South East Asia
60
Accounts for Returning Middle East
Indians Africa
Others
Quick remit
IndiaLink
Cheque LockBox
Telegraphic/ Wire Transfer
Funds Transfer Cheques/DDs/TCs
Investment & Insurances Loans
Mutual Funds Home Loans

Insurance Loans Against Securities
Private Banking Loans Against Deposits
Portfolio Investment Scheme Gold Credit Card
Payment Services Access To Bank
PRODUCTS
ICICI Bank offers wide variety of Deposit Products to suit your requirements.
Coupled with convenience of networked branches/ ATMs and facility of E-
channels like Internet and Mobile Banking, ICICI Bank brings banking at your
doorstep. Select any of its deposit products and provide your details online and
their representative will contact you for Account Opening.
SAVING ACCOUNTS
ICICI Bank offers customers a power packed Savings Account

with a host of convenient features and banking channels to
transact through. So now customers can bank at their
convenience, without the stress of waiting in queues.
Special Savings Account:
61
The Special Savings Account has been designed keeping in mind the specific
needs of organizations such as Trusts, Associations, Societies, Councils, Clubs
etc. It provides organizations solutions with added value and is ideal for tax
exempted entities.
LIFE PLUSSenior citizens savings account
LIFE PLUS,a special savings account for senior

citizens from ICICI Bank is packed with a host of
benefits,designed keeping your unique financial
requirements in mind.
Special senior citizens desk to cater to all banking transactions, so that
you dont wait in queues.
Higher interest rate on FD/RD:avail the combined benefits of
safety,felexibility and attractive returns with ICICI Bank Fixed Deposit
and Recurring Deposit.
Free special senior citizen LIFE PLUS debit card.
Money multiplies facility.
Extended banking hours allows you to visit our branches,as per your
convenience.
Anywhere banking access to various services,ICICI Bank has to offer
anytime,anywhere and from any place,including branches,ATMs and
phone banking.
Nomination facility available.
Quarterly average balance(QAB) requirement of Rs.5000.
Quarterly physical statements are delivered to your doorstep to
absolutely free of cost.
Passbook on request.
Young Stars Account:
Young Stars is a banking service for children, aged

1day -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
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more responsible and independent manner.Young Stars will guide your child
through the world of banking -through checking the account balance, fun zones
and special pages on the internet. It makes banking a pleasure and of course
teaches your child to manage their personal finances.With the pocket money that
you transfer to your child's account, you can even shop with him / her at Young
Stars very own shopping page. You can even open a recurring deposit in your
child's name.
Once you are done with your 'banking', you can access your child's account with
all the fun links to special zones designed to suit your child's area of interests
and also impart knowledge on the current events of the world.
Advantage woman savings account
The ICICI Bank Advantage Woman Account enables

todays independent women to enjoy hassle-free
banking services. Besides the core ICICI Bank
advantage, the Advantage Woman Savings Account is
packed with special benefits for our women customers.
Enjoy your present and plan for the future with ICICI Banks Advantage Woman
Savings Account.Advantage Woman offers a specially designed woman's debit
card which helps you shop and save simultaneously, manages your household
expenditures and comes with a bag full of offers attached to it.
Special International Womans Debit Card with lots of offers.

Free unlimited access to any banks ATM.
Bill Pay facility & Multi Channel Access.
Payable-at-par cheque book.
Zero balance facility with an RD of Rs.2000 or Quarterly Average
Balance (QAB) requirement of Rs. 10,000.
Current Accounts:
Every business requires efficient banking facilities to support its business

activities. ICICI Bank offers premium quality service, unfolding a wide array of
class products. With technology leadership and service the bank is able to meet
some of the most challenging financial needs of clients.A Current Account is
one that is required by Businessman, Joint stock companies,
Institutions, Public authorities, public corporations etc. Any
business that has numerous banking tranactions need a current
account as it
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Allows running account supporting unlimited withdrawals and deposits.
Is meant for convenience and not to save money.
Roaming Current Account
Only Roaming Current Account from ICICI Bank travels the distance with
customers business. With advanced technological features such as MCC and
LCC, banking needs are well taken care of, customers can access their
accounts at over 500 networked branches across the country.
So while customers take care of their business, ICICI Banks Roaming
Current Account simplifies banking for them.
Salary Accounts
Salary Account is a feature rich corporate payroll account with benefits for both
corporates and its employees.
The process of drawing cheques for salaries is replaced

by sending a single ASCII file to the bank and the
amount is directly credited into the employees salary
account
Cuts down payroll processing workload
Salary Account can be opened with minimum 10
employees
Instant credit of salaries
ICICI 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 that the organization would require to do is to send ICICI Bank an advice (in
form of a cheque/debit instruction, ecs, etc) for the total salary amount along
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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 paperwork.
Saves remittance costs.
Employees receive instant credit of salaries. More convenient than ECS. Besides
all of the above, employees automatically become ICICI Bank account holders
with special benefits and privileges of 8-8 banking, Investment advisory and
much more...
Fixed deposits:
Fixed deposits are options which help you grow

your money thus creating wealth in a safer and
secure way.
ICICI provides its customers with various kinds of
Fixed deposit facilities that are flexible and cater to
customers who have different needs and wants in
their fixed deposits.
ICICI provides a Fixed Deposit that allows customers to deposit their money for
just as long as you wish.
Wide range of tenures 15 days to 10 years.

Choice of investment plan traditional and cumulative deposits.
Partial withdrawal allowed.
Loan facility available you can avail loan up to 90% of principal and
accrued interest.
Auto renewal facility you can choose this option so that the deposit can
be renewed on maturity.
Interest compounded quarterly.
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Additional interest rate of 0.5% for senior citizens.
Recurring Deposits:
ICICI Bank Recurring Deposits are an ideal way to

invest small amounts of money every month and end
up with a large kitty on maturity.High recurring
billing and recurring payments can be a drain on
your finances and hence large investments may seem
a plan away.
Recurring deposits aims to encourage savings without putting any stress on

customers finances by making them to put a lump sum amount in fixed deposit
in one go.The recurring deposit also attracts high rate of return that are identical
to the fixed deposit rates and most importantly no TDS is applicable in it .the
minimum balance of deposit is of Rs.500 and thereafter in multiples of Rs.100
the minimum period is 6 months and thereafter in multiples of 3
months,nomination facility is also available.
Security Deposits:
A few Corporates stipulate to their new employees

to provide Security Deposit to reduce attrition. ICICI
Banks proposal for the employee is to keep the
Security Deposit in the form of a Fixed Deposit (FD)
with the Bank. The employee cannot withdraw such
FDs without the consent of the company and the
company has the right to withdraw the FD in the event of employee leaving the
organization before a certain stipulated period.
ICICI Bank Tax-Saver Fixed Deposit
ICICI Banks Tax-Saver Fixed Deposit enables you to save tax and earn high
returns. A dual benefit option structured to maximise your advantage. ICICI
Banks Tax Saver FD is the perfect solution for your investment needs.
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EEFC Account
Indian exports have surged over the last decade owing to an unprecedented
boom in sectors like software, biotechnology, gems, jewellery, textiles etc. As a
result of this, the volume of inward remittances has also increased significantly.
To shield the firms engaged in regular export and import from the exchange rate
fluctuations RBI has allowed parking of foreign currency by exporters in an
account designated as Exchange Earners Foreign Currency Account (EEFC).
EEFC accounts are Current Accounts held in foreign currency with authorized
dealers of foreign exchange in the country.
Resident Foreign Currency (Domestic) Account
Do you want to save money while buying foreign currency for travelling
abroad? You can buy travellers cheques, foreign currency in cash and foreign
currency demand draft for your expenses overseas. If you are a frequent
traveller, you may not want to go through the hassles of buying foreign currency
every time you travel abroad.
The Reserve Bank of India has now made it easier for you to access foreign
currency by permitting a foreign currency account (domestic) for resident
Indians. In line with RBI guidelines, ICICI Bank has come up with a scheme
that helps you get rid of all your forex worries. You can park your foreign
currency in ICICI Bank under RFC (D) account. Non-interest bearing Resident
Foreign Currency (D) (RFC (D)) with ICICI Bank can be maintained in four
major currencies (USD, EURO, GBP and Japanese Yen)
PRIVILEGE BANKING:
Privilege banking service ensures preferential treatment to its customers.
Silver privilege A/c
Waiver of multi-city cheque book usage up to Rs. 1,00,000 per month.

Waiver of DD/PO charges for upto Rs.50,000 per day.
Preferential rates of gold coins,deposits lockesr &foreign exchange.
Quarterly average balance requirement of Rs.25000.
Gold privilege A/c
Priority processing at all ICICI Bank branches and customer care.

Free usage of payable -at-par chequebook.
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Free international gold debit card with higher daily withdrawal and spend
limit.
Waiver of DD/PO charges for up to Rs.100,000 per day.
Free anywhere banking facility.
Prefrential rates for gold coins,deposit lockers and foreign exchange.
Quarterly Average Balance(QAB) requirement of Rs.50000.
Titanium privilege A/c
Branch relationship manager supported with phone banking

relationship manager.
Priority processing at ICICI Bank brancghes and customer care.
Free international titanium debit card with higher daily withdrawal
and spend limit.
Free anywhere banking facility.
Free usage of multy-city cheque book.
Free physical monthly account statement.
Complete waiver on DD/PO charges.
Preferential rates for gol coins,deposit lockers and foreign
exchange.
Quarterly average balance (QAB)requirement of Rs.75000 and
Total Relationship Value(TRV)of Rs. 5,00,000.
Family banking:
Superior product benefits of privilige banking,wealth

management and global private client(GPC) available to all
the members of your family while the required minimum
balance can be maintained in any of the accounts.
Access to superior benefits for the entire family.

Flexibility to maintain balances across account.
Lower minimum balance requirement at individual customer level.
Single family bank convenience for the entire family and easier funds
management.
Outward Remittance:
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Send money to your loved ones abroad
ICICI Bank offers you a simple way to send money outside India. Our Outward
Remittance facilities make remitting money abroad quick, and reliable. ICICI
Banks Outward Remittance is the solution for your all your needs. Be it money
for education, gift money or maintenance for loved ones or donation for a cause.
Our extensive network gives us reach to most parts of the world.
Advantage Deposit
Advantage Deposit is a combination of fixed deposit and mutual fund

investment, offering you the safety of a fixed deposit and the returns of an equity
fund. Advantage Deposit counters equity-market fluctuations through
Systematic Investment Plans.
Combination of a Fixed Deposit (with monthly interest payout) and

Systematic Investment Plan (SIP) of a Mutual Fund.
Re-investment of monthly interest payout of Fixed Deposit into
systematic investment plan of Mutual Fund.
Automatic debits to account through Standing Instruction / ECS debit
mandate.
New Pension System of Government of India
ICICI Bank with 49 branches is a Point of Presence (POP) for the NEW
PENSION SYSTEM launched on May 1, 2009 by the Government of India. The
scheme, promoted by the PFRDA (Pension Fund Regulatory and Development
Authority, Government of India), is a first of its kind in India and is being
launched pan-India by 22 other POP's as well.
The purpose of this pension scheme is to promote security of income to its

subscribers in their old age. The scheme will empower a subscriber to plan his
own retirement and pension. It not only will help him save for life after
retirement but also is a good investment tool as the returns are market-driven.
For optimum returns, the Government has appointed six fund managers for
subscribers to choose from.
LOANS
HOME LOAN
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Interest rates on home loans have come down
considerably in the last few years. Individuals who opted
for housing loans in the years gone by, are still servicing
them at 17% to 21% per annum. Quite a price to pay,
since one can get a loan today for around 12% per annum.
In such a case, you can opt for a balance transfer. Under
this scheme, customers can replace their existing old high
interest loan by a cheaper (equal to applicable current rates) loan. ICICI Home
Finance will not only finance the balance amount of outstanding loan but also
your prepayment charges to the old housing finance company.
The result:
A lower EMI with the same tenure .
A reduced tenure with the same EMI.

A reduced tenure and EMI .
The same EMI and tenure but an additional amount as a loan.
PERSONAL LOANS
ICICI Bank Personal Loans are easy to get and absolutely

hassle free. With
minimum documentation you can now secure a loan for
an amount up to Rs.
15 lakhs.
Loans for salaried & self employed individuals.

Loans are available from Rs. 20,000 to Rs. 15 Lakhs.
Repayment tenures from 12 - 60 months.
No Security,Collateral or Guarantors required.
Loans can be used for any purpose with no questions asked regarding the
end use of the loan.
A balance transfer facility available for those who want to retire any
higher debt.
All loan repayments are done via equated monthly instalments (EMI).
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CAR LOAN
The NO. 1 financier for car loans in the country.

Network of more than 1500 channel partners in over 780
locations. Tie-ups with all leading automobile
manufacturers to ensure the best deals. Flexible schemes
& quick processing. Hassle-free application process on
the click of a mouse.
COMMERCIAL VEHICLE LOAN
Reaches you through more than 700

locations across the country.
Range of products under one umbrella.
Funding of various products like HCVs,
Buses, MCVs, LCVs, 3 wheelers & used
vehicle.
Range of services on existing loans & extended products like funding of
new vehicles, refinance on used vehicles, balance transfer on high cost
loans, top up on existing loans, Xtend product, working capital loans &
other banking products..
Preferred financier status with most of the leading manufacturers.
Simple documentation.
Quick turn around time.
Flexible financing solutions to meet the individual requirement.
TWO WHEELER LOANS:
"Zoom" away in your favourite two wheeler. ICICI

provides attractive schemes at competitive interest rates.
Finance facility available for all two wheelers
ranging from mopeds to motor bikes.
Now avail Finance upto 90%* of the On Road Cost
of the vehicle, repayable in convenient tenure options
ranging from 6 months to 36 months*.
Ride Easy Pay Easy with ICICI Bank Two Wheeler Loans.
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In an unlikely case of your not meeting our norms NO PROBLEM - you
can still avail our loan, any blood relative can be your co-applicant.
Existing ICICI Bank Customers ride away on your favourite Two Wheeler
by availing Loan On Phone*-- a facility to get an instant loan over the
phone!! Apply for loan online, call or through sms.
FARM EQUIPMENT LOANS:
ICICI is the preferred financier for almost all

leading tractor manufacturers in the country.
ICICI finances farm equipments in over 381
locations spread across the country.
Provides fast processing of files with easy
documentation.
Flexible repayment options in tandem with the
farmer's seasonal liquidity.
Monthly, Quarterly and Half-yearly repayment patterns to choose from.
Comfortable repayment tenures from 1 year to 6 years.
CONSTRUCTION EQUIPMENT LOAN

Having funded infrastructure for over 4 decades, ICICI
understands the need of the customers better. ICICI
Bank offers attractive financial packages through their
excellent distribution network. The products are
customised for new entrepreneur to large business
houses. ICICI has tie-up with leading construction equipment manufacturers
for wide range of products. The Bank take over existing high cost loans at
competitive terms resulting in huge savings and is quick in processing due to
easy formalities and one time sanction of loans for disbursement over a
period of time.
OFFICE EQUIPMENT LOAN:
Minimum documentation required . Doorstep Service. Competitive

Interest rates.
Flexible repayment structure. Hassle-free application process with the
click of a mouse.
Details on your application status online.
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MEDICAL EQUIPMENT LOAN:
Professional doctors are aware of the distinct advantages that the latest
medical equipment can give their patients. ICICI Bank Medical Equipment
Loans supports professionals in their effort to give the best to their patients.
It's our humble way of being involved in a noble profession.
Loans are offered for:
Purchase of New equipments.

Takeover of Existing loans.
Our Key features are:
Doorstep Service.
Funding in more than 150 locations across the country.
The bank provides Competitive interest rates.
ICICI also offers flexible repayment structure.
LOAN AGAINST SECURITIES
Loans against Securities enables customers to obtain loans against their

securities. So they get instant liquidity without having to sell their securities.
All customers have to do is pledge your securities in favour of ICICI Bank The
Bank will then grant them an overdraft facility upto a value determined on the
basis of the securities pledged by them. A current account will be opened and
customer can withdraw money as and when they require. Interest will be
charged only on the amount withdrawn and for the time span utilised.
ICICI offer loans against:
Demat Shares
RBI Relief Bonds
Mutual Funds Units
India Millennium Deposits (IMDs)
ICICI Bank Bonds
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Life Insurance Policies (Single Premium
CREDIT CARDS:
ICICI Bank Credit Cards give you the facility of cash,

convenience and a range of benefits, anywhere in the
world. These benefits range from life timefree cards,
Insurance benefits, global emergency assistance
service,discounts, utility payments, travel discounts and
much more.
DEBIT CARDS:
The ICICI Bank Debit Card is a revolutionary form of

cash that allows customers to access their bank account
around the clock, around the world.The ICICI Bank
Debit Card can be used for shopping at more than
100,000 merchants in India and 13 million merchants
worldwide.
TRAVEL CARD:
Presenting ICICI Bank Travel Card. The Hassle Free way

to Travel the world. Traveling with US Dollar, Euro,
Pound Sterling or Swiss Francs; Looking for security and
convenience; take ICICI Bank Travel Card. Issued in
duplicate. Offers the Pin based security. Has the
convenience of usage of Credit or Debit card.
PRE PAID CARDS:
ICICI Bank brings to you a complete bouquet of pre-

paid cards providing payment solutions at your
fingertips. ICICI Bank pre-paid cards are a safe
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&convenient way for associate payments, disbursements, gifting & small ticket
transactions. Pre-paid cards are available on a VISA platform thus providing
accessibility to over one lakh merchant establishments & cash withdrawal from
all VISA ATMs in India.
INVESTMENTS
ICICI Bank cares about

all needs. Along with
Deposit products and
Loan offerings, ICICI
Bank assists people to manage their finances by providing various
investment options ranging from ICICI Bank Tax Saving Bonds to Equity
Investments through Initial Public Offers and Investment in Pure Gold.
ICICI Bank facilitates following investment products:
ICICI Bank Tax Saving Bonds
Government of India Bonds
Investment in Mutual Funds
Initial Public Offers by Corporate
Investment in "Pure Gold"
Foreign Exchange Services
Senior Citizens Savings Scheme, 2004
Customers can invest in above products through any of ICICI bank branches.
For select products ICICI Bank also provides the ease of investing through
electronic channels like ATMs and Internet (ICICIdirect.com)
ICICI BANK BONDS
All ICICI Bank Bonds have been rated "AAA" by CARE and
"LAAA" by ICRA indicating the highest degree of safety for your
money.
Investment in ICICI Bank Bonds are eligible for tax rebate under
Sec 88 to the full extent possible.
Bonds are listed on BSE, NSE.
GOI BONDS
8% Savings Bonds (Taxable), 2003.
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Low risk.
Reasonable investment tenure.
Cannot be traded in secondary market.
Interest income taxable.
Mutual Funds
Mutual Funds pool money of various investors to purchase a wide variety of
securities while
pursuing a specific goal. Selection of Securities for the purpose is done by
specialists from the
field. Returns generated are distributed to the Investors.
Mutual Fund Companies offer various schemes. Investors can choose any
particular Fund/Scheme or mix of Funds/Schemes depending upon their
perception towards risk. Investment is done on the basis of prevailing Net Asset
Values of various schemes. Mutual Funds Investments are subject to Market
Risks.
Types of Funds Sold
ICICI Bank helps investor determine which types of funds you need to meet
your investment goals. This may include the following types of funds:
Debt: Liquid schemes, Income schemes, G-sec schemes, Monthly Income

Schemes
etc.
Equity: Diversified Equity Schemes, Sector Schemes, Index Schemes etc.
Hybrid Funds: Balanced Schemes, Special Schemes - Pension Schemes, Child
education Schemes etc.

ICICI Bank helps investors identify an appropriate mix of Mutual Fund schemes
for their
portfolio using asset allocation strategies.
Through ICICI Bank investor can invest in various schemes of multiple mutual
funds with decent performance record. investor can take the aid of ICICI Banks
various research reports on mutual funds and their schemes before choosing a
scheme for investment. ICICI Bank offers investment in Mutual Funds through
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Multiple Channels. With ICICI Bank, investor can invest in Mutual Funds
through following channels.
ICICI Bank Branches
ICICI Bank ATMS
ICICIdirect.com
And provide a Dedicated workforce to serve clients.
Before being deputed, our officers complete a comprehensive training

program and, once deputed, they receive thorough instructions in financial
planning skills and techniques
Throughout their careers officers also attend programs to update their

skills. All officers in charge of Mutual Funds are certified professionals by
AMFI (Association of Mutual Funds in India)
Many of these officers also hold professional degrees like - MBA, CA,
ICWA, and CFA etc.
ICICI keeps the investors updated on the latest happenings in the Mutual Fund
industry and the various financial markets through regular electronic updates
(daily & weekly) through Emails. ICICI also send out a monthly magazine on
investments to their customers.
Initial public offerings (IPO)
Investor can invest in IPOs online through www.icicidirect.com with same

convenience of investing in equities - hassle-free and with zero paper work.
Also, get in-depth analyses of new IPOs issues (Initial Public Offerings) which
are about to hit the market. IPO calendar, recent IPO listings, prospectus/offer
documents and live prices will help you keep on top of the IPO markets.
ICICI Bank Pure Gold
Gold has been traditionally the most favored form of investment for Indians. In
fact, India,
even today is amongst the highest consumers of Gold in the world. However, the
Gold market
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remains largely unorganized with reliability and convenience remaining the key
issues for
gold buyers in the country.ICICI Bank with its `Pure Gold' offer attempts to
bridge the gap
between the need of the customers for buying gold and availability of an
organized avenue to
satisfy that need, by taking care of the two key components:-
Reliability and Convenience.
Reliability 24 Carat ICICI Bank Pure Gold is imported from Switzerland. This
Gold carries a
99.99% Assay Certification, signifying highest level of purity, as per
international standards.
Convenience
ICICI Bank Pure Gold is competitively priced based on daily prices in the
international bullion market. Currently, gold is available in 2.5g, 5g, 8g, 20g and
50g categories.
PRIVATE BANKING
Benefits:
Comprehensive range of products and services
-Savings Account, Fixed Deposits, Recurring Deposits, Quantum Optima,

Current Accounts,
-Resident Foreign Currency (Domestic) Accounts etc.
-Asset Products- Home Loans, Car & Personal Loans, Loan Against
Securities etc.
-Investments- Government of India Bonds, Mutual Funds, Capital Gain Bond
etc.
-Insurance
-Web Trade and Demat Accounts
-Gold Coins & Bureau de Change
-International Debit and Credit cards
-And many more....
Exclusivity and Convenience
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-Dedicated Officer
-Separate interaction area in the branch
-Anywhere Banking facility
-Exclusive Phone Banking service
-Competitive Pricing
-Reduced rates for products and services
-Several Complimentary Offers
-Value-linked benefits
Competitive Pricing
-Reduced rates for products and services
-Several Complimentary Offers
-Value-linked benefits
SERVICES
INVESTMENT SERVICES
DematServices
A Demat Account allows employees transact in shares instantaneously in
a safe and secure manner.
ReliefBonds/MutualFunds/Insurance
Salary Account customers can now invest in Government of India relief
and savings bonds, a basket of mutual funds, foreign exchange facilities
and Insurance products through ICICI Bank.
GoldCoin
Employees can buy 24 karats Pure Gold, which ICICI Bank brings to you.
Each coin comes to you straight from Switzerland. Refined to 99.99%
fine gold and sealed with a unique Certificate of Authencity- guaranteeing
you its purity.
FOREX SERVICES
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ICICI Bank's Foreign Exchange Services will help you organize your foreign
exchange in the most hassle free manner. Whether its Foreign Currency,
Travelers Cheques or Travel Card, ICICI Bank Foreign Exchange Services is a
one-stop solution to your foreign exchange requirement.
NRI SERVICES
Wherever people may be, in India or abroad, ICICI Bank has created a wide
range of products and services that provide customers complete financial
solutions. Helping them to make the right decisions at the right time and can be
rest assured that they are in the safe and trustworthy hands of ICICI bank.
Deposit Products:
1. NRE Account: An NRI can open a Non-Resident External Account(NRE

Account)with any bank in India. The account not only lets customers manage
their money that they earn in India (as permitted by FEMA Regulations) but also
of the money earned abroad. The money in the account and the interest earned
on it can be sent back outside India without any authorization from RBI. The
Account can be opened and funded in any permissible currency, and is later
converted into Indian Rupees. This Account offers dual benefits of high returns
as offered by the fixed deposits and liquidity as offered by the savings account.
The Account helps customers take care of all their financial needs, quickly and
conveniently. In addition to attractive rupee interest rates customers get free
money transfers, easy access for the customer as well as for his/her family back
in India, and a free mandate card for the loved ones in India.
2 . NRO Account: The Non-Resident Ordinary Account (NRO Account) allows

customers to hold the money they have earned in India such as rent, dividends,
pensions etc. They can open the account and can fund it in any permissible
currency and is later converted into Indian Rupees. NRO account offers
attractive exchange rates upon conversion of foreign currency into Indian
Rupees. This account to offers high returns and liquidity. However, the interest
earned on the principal amount in the account can be sent back after the
deductions of tax in India.
3. FCNR Account:A Foreign Currency Non Resident Account (FCNR Account)

allows customers to maintain funds as Term Deposits in various foreign
80
currencies, thereby guarding customers against fluctuating exchange rates.
Under this account both the principal amount and the interest can be sent back
fully, and are taxable in India. The tenures range from 12 to 36 month
4. RFC Account: By opening a Resident Foreign Currency Account (RFC

Account) customers can maintain funds as Term deposits in various foreign
currencies even after they have returned to India. Both the principal and the
interest can be remitted outside India. The tenures range from 1month to
36months
Advisory Services
Private Equity Placement

ICICI Bank's Small Enterprises Group's (SEG) Investment Banking team is
dedicated to provide you niche and exclusive investment banking services.
The ICICI Bank Edge
Capital Raising
At times for a growing company, the amount of capital that a promoter
can infuse in the business becomes limited. Businesses can be self
sufficient for capital needs in their nascent and initial growth phases.
However to meet expansion and growth plans, external capital is
imperative. We at ICICI Bank, with our lending experience, fully
understand this and help clients raise equity to fund growth. We have
developed a strong network of domestic and international investors who
are keen to partner with such success stories in India and these players
solicit our advice for investing into such companies. .
Buy And Sell Side Advisory
Inorganically adding growth to a business or hiving off non-core activities
or opportunity to realize right value for the business created or an instance
of taking a company on a bigger scale are the ways to strategize today. We
at ICICI Bank provide assistance on both buy side and sell side
transaction. With a large client franchise built, more than 10,000 asset
clients and international linkages in developed economies, ICICI Bank
can bring in the best synergy partner to conclude a sell side or buy side
advisory assignment.
Special Situation Solutions
Backed by institutional legacy, in-depth understanding and linkages with
key stakeholders in the process of turnaround, ICICI Bank's Investment
Banking team can design solutions for special situations like CDR, BIFR,
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OTS, etc. Count on us to turn around the capital structure of your
company and bring in additional capital for growth.
Online Services
ICICI Bank provides a variety of online services .now these is no need of
walking up to the bank branch, every time you need to do your banking. As you
can do a lot of it online. From paying your bills to transferring funds, booking
your rail/air tickets, shopping, sending a money order and doing lots more.
CUSTOMER SATISFACTION
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Customer satisfaction, a term frequently used in marketing, is a measure of
how products and services supplied by a company meet or surpass customer
expectation. Customer satisfaction is defined as "the number of customers, or
percentage of total customers, whose reported experience with a firm, its
products, or its services (ratings) exceeds specified satisfaction goals."
It is seen as a key performance indicator within business and is often part of a

Balanced Scorecard. In a competitive marketplace where businesses compete for
customers, customer satisfaction is seen as a key differentiator and increasingly
has become a key element of business strategy
Within organizations, customer satisfaction ratings can have powerful effects.

They focus employees on the importance of fulfilling customers expectations.
Furthermore, when these ratings dip, they warn of problems that can affect sales
and profitability. These metrics quantify an important dynamic. When a brand
has loyal customers, it gains positive word-of-mouth marketing, which is both
free and highly effective
Therefore, it is essential for businesses to effectively manage customer

satisfaction. To be able do this, firms need reliable and reprehensive measures of
satisfaction.
In researching satisfaction, firms generally ask customers whether their product

or service has met or exceeded expectations. Thus, expectations are a key factor
behind satisfaction. When customers have high expectations and the reality falls
short, they will be disappointed and will likely rate their experience as less than
satisfying. For this reason, a luxury resort, for example, might receive a lower
satisfaction rating than a budget moteleven though its facilities and service
would be deemed superior in absolute terms
The importance of customer satisfaction diminishes when a firm has increased

bargaining power. For example, cell phone plan providers, such as AT&T and
Verizon, participate in an industry that is an oligopoly, where only a few
suppliers of a certain product or service exist. As such, many cell phone plan
contracts have a lot of fine print with provisions that they would never get away
if there were, say, a hundred cell phone plan providers, because customer
satisfaction would be way too low, and customers would easily have the option
of leaving for a better contract offer.
There is a substantial body of empirical literature that establishes the benefits of customer
satisfaction for firms.
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Contents
1 Purpose
2 Measuring customer satisfaction
3 Methodologies
4 See also
5 References
6 External links
Purpose
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A business ideally is continually seeking feedback to improve customer
satisfaction.
Customer satisfaction provides a leading indicator of consumer purchase

intentions and loyalty. Customer satisfaction data are among the most frequently
collected indicators of market perceptions. Their principal use is two foid:
1. Within organizations, the collection, analysis and dissemination of these

data send a message about the importance of tending to customers and
ensuring that they have a positive experience with the companys goods
and services[1]
2. Although sales or market share can indicate how well a firm is performing
currently, satisfaction is an indicator of how likely it is that the firms
customers will make further purchases in the future. Much research has
focused on the relationship between customer satisfaction and retention.
Studies indicate that the ramifications of satisfaction are most strongly
realized at the extremes. On a five-point scale, individuals who rate their
satisfaction level as 5 are likely to become return customers and might
even evangelize for the firm. (A second important metric related to
satisfaction is willingness to recommend. This metric is defined as "The
percentage of surveyed customers who indicate that they would
recommend a brand to friends." When a customer is satisfied with a
product, he or she might recommend it to friends, relatives and
colleagues. This can be a powerful marketing advantage.) Individuals who
rate their satisfaction level as 1, by contrast, are unlikely to return.
Further, they can hurt the firm by making negative comments about it to
prospective customers. Willingness to recommend is a key metric relating
to customer satisfaction.[1]
Measuring customer satisfaction
Organizations need into retain 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.
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Customer satisfaction is measured at the individual level, but it is almost always
reported at an aggregate level. It can be, and often is, measured along various
dimensions. A hotel, for example, might ask customers to rate their experience
with its front desk and check-in service, with the room, with the amenities in the
room, with the restaurants, and so on. Additionally, in a holistic sense, the hotel
might ask about overall satisfaction with your stay
As research on consumption experiences grows, evidence suggests that

consumers purchase goods and services for a combination of two types of
benefits: hedonic and utilitarian. Hedonic benefits are associated with the
sensory and experiential attributes of the product. Utilitarian benefits of a
product are associated
Customer satisfaction is the overall impression of customer about the supplier

and the products and services delivered by the supplier.
Following are the important factors that could affect customer satisfaction:
Department wise capability of the supplier.

Technological and engineering or re-engineering aspects of products and
services.
Type and quality of response provided by the supplier.
Suppliers capability to commit on deadlines and how efficiently they are
met.
Customer service provided by the supplier.
Complaint management.
Cost, quality, performance and efficiency of the product.
Suppliers personal facets like etiquettes and friendliness.
Suppliers ability to manage whole customer life cycle.
Compatible and hassle free functions and operations.
The above factors could be widely classified under two categories i.e. suppliers
behavior and performance of product and services. The suppliers behavior
mostly depends on the behavior of its senior subordinates, managers and internal
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employees. All the functional activities like customer response, direct product
and maintenance services, complaint management etc. are the factors that rely
on how skillful and trained the internal and human resources of the supplier are.
The second category is regarding all the products and services. This depends on
the capability of supplier to how to nurture the products and service efficiently
and how skilled the employees are. Its all about how the skills are implemented
to demonstrate engineering, re-engineering and technological aspects of the
products and services. The quality and efficaciousness of the products is also an
important factor that enables compatible and hassle free functions and
operations. This bears to lower maintenance and higher life of the product which
is highly admired by the customers.
If the product is having some problem or compatibility issues and requires

frequent maintenance and support than the customers could get irritated and
possibilities of sudden divert is there which lead to suppliers financial loss. In
the same way if the product is expecting huge amount of financial and manual
resources then customers could get a feeling of dissatisfaction and worry.
However, if these aspects are handled efficiently by giving class services and
dealing with complaints effectively then dissatisfied customers could be
converted into long time satisfied customers and retaining them becomes easy.
It is practically impossible for the supplier to provide all the above explained
features. There are always some positive as well as negative features in products
and services which could lead to delight or irritate customers. The final opinion
is the sum of overall experiences which a customer percept. But it is also true
that more the positive aspects, the more the customer is satisfied. Hence the aim
of the supplier should be always to enhance these positive feelings among all the
customers to increase customer satisfaction. The supplier must identify how to
enhance these positive aspects to maximum level by analyzing the c customers
data and information using CRM system. The individual liking and disliking of
customers differ from customer to customer. It is hence required to target a
customer and identify individual requirement to make them satisfied.
Having discussed the above factors that affect customer satisfaction we can say
that higher the satisfaction level, higher is the sentimental attachment of
customers with the specific brand of product and also with the supplier. This
helps in making a strong and healthy customer-supplier bonding. This bonding
forces the customer to be tied up with that particular supplier and chances of
defection are very less. Hence customer satisfaction is very important panorama
that every supplier should focus on to establish a renounced position in the
global market and enhance business and profit.
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How to develop and improve Customer Satisfaction - Part One
Over the last few decades companies have increasingly begun to realize the
importance of customer satisfaction. Where trading environments have become
saturated and customers increasingly hard to come by, customer retention has
become imperative. Business has concluded that customer satisfaction can
therefore deliver financial benefit providing stability and a platform for growth,
the alternative is a dissatisfied customer who seldom expresses their complaints
they simply buy elsewhere.
Customer Satisfaction can be analyzed, measured and improved, the tools and
methods required to build and improve it are wide and varied, however there is
consensus over the basics of a toolkit of processes and polices that business can
exploit as they aim to build customer satisfaction.
1/ Assess the customers needs
Aligning product and service offerings with customer needs can only be
achieved when sufficient knowledge of customer requirements has been
captured. Accurately understanding the customers needs is the most important
step towards achieving customer satisfaction.
Its worth pointing out that needs are often comprised of a mixture of both
product and service offerings for example supermarket customers may be
influenced over price and availability of products whilst also being influenced
by how long they have to queue at the checkout.
There are a variety of methods for assessing customer needs from modeling and
statistical techniques to more standard assessment methods such as observing
and questioning current and prospective customers. Assessment often takes the
form of market analysis, buying trends and behaviors and determining factors
that influence the customer.
Needs assessment is an ongoing process and has various guises from

questionnaires to workshops to complaints management. Fundamentally the
customer is best placed to convey their needs and businesses should incorporate
an appropriate strategy to track these.
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2/ Ownership by Senior Management and involvement of the whole
organization
Once the customers needs have been captured they should be championed by the
whole organization. To succeed customer satisfaction should be incorporated as
a corporate strategy which should be supported from the senior management
downwards. For the strategy to succeed the voice of the customer needs to reach
those at the very top of the organization and the VP or Management Director
must champion the customers requirements and ensure that the business is
shaped and resourced to deliver.
However, it doesnt just stop with senior management, the whole organization
needs to understand the requirements of their customers and the role they have
to play in satisfying them. Involvement will usually mean more than a crudely
drawn up corporate values such as partnership or customer focused but staff
will be tuned to requirements, be involved in their delivery and be acutely aware
of the impact on service levels. The whole business, including those in senior
positions should be able to talk fluently and accurately regarding the levels of
satisfaction within its customer base together with engaging and participating in
improvement programs.
A tuned organization will target staff development to support a customer

orientated strategy. Many organizations also link financial rewards with
customer satisfaction performance while this can be fruitful, businesses
should ensure that incentives need to be placed correctly to deliver
appropriate results.
Common Customer Satisfaction Survey Mistakes and a Single Solution

to Them All
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Customer service is the heart of every small business. It is also one of the key
factors that make or break the sale for you, or guarantee a repeat order.
In other words, how you treat your clients, on many levels, makes them
want to do business with you, come back for more and tell others about you,
period.
6 Common Customer Satisfaction Survey and One Solution to Them All

1. Providing no tools to give feedback.
You have probably seen this many times in banks and other large
institutions, although I had noticed this problem in many small companies
I visited. Many places have a designated drop in box where you could
leave your feedback, however, in most cases there is no pen and paper
provided to voice your opinions with. And what are the chances you think
that the customer will actually pull out his own notepad, tear off a piece of
paper from it and scribble a note to the manager?
2. Questionnaires sent in PDF
Another common mistake is to assume that your clients have the same
technical knowledge as you. Sending your clients a file that requires a
specific software to edit and email back may not work so well. Naturally,
the PDF can look amazingly well. The form can be beautifully designed,
practically every aspect of the document can be made pleasing to the eye
but . I gave one such questionnaire I previously received myself to my
mom to complete. A result? She didnt fill it in and whats worse, she felt
stupid that she didnt know how, even though that editing a PDF was
beyond her technical abilities.
3. Fancy design in Word Documents
Quite opposite to the problem above is sending questionnaires in Word
(well done, even my Mom can open it and give feedback) but trying to
still design it to look amazingly well on every computer. A result? Fonts
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falling apart, the whole design being a mess and generally the document
making you feel that you dont want to look at it again.
4. Limiting the amount of information the customer can provide
I know it is a good idea to steer the customer in one specific way in their
feedback. You can be sure that the customer answers will relate to what
you really want to know and that he will no be simply commenting on the
carpet you have in your office. It is easier to gather and process such data,
since it was designed by you however limiting what the customer can
speak out about only to the safe aspects of your business may not be
that good idea. It is always good to leave some room for the customer so
that he can truly tell you what he or she thinks about working with you.
5. Not asking for a feedback at all
OK, not really a survey mistake as such but something I decided to
include it anyway. Most small businesses, startups and any other ventures
I visited, talked to or even did business with didnt ask me even for a
basic feedback at all.
I am sure there are more mistakes that companies make when it comes to
customer satisfaction survey. The above are the ones I identified recently (or
made myself in the past, shame to admit), and I am pretty sure that they are
universal. However, what is the most striking in them all is that they can be
solved in a single, very simple way:
Simply, by asking directly.
Want to know what you clients think of you and your service, simply ask them.
You dont need fancy tools for that, you dont need sophisticated designer forms
or any of that crap. What you need is a smile on your face and few words,
Hello, you just did some business with us, I wonder if everything was as you
expected?.
Thats all it takes to win.
So, if you want to find out what your clients think of you, simply:
1. Ask them in person.

If you are often visited by your clients, you run a store or a service
company where clients come to your premises, as them every time you
see them. If you have people working for you, train them to ask every
client they see leaving the shop about their experience. Of course you
dont have to have people running after everyone that walked into your
store, just get them to be aware that they need to collect some data from
people they have noticed in your premises. You will be surprised how
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much different your clients will feel when someone will finally offer them
personalized service and actually show them that he cares.
2. Email them.
If, like me, you run a business where you dont meet many of your clients
in person very often, email is your best solution. However, dont make a
mistake of sending some fancy forms, unless you are a huge company and
require specific data. All you need to find out is whether your client was
happy to have done business with you. So email him to ask about that.
You will be surprised how many people will be glad to tell you what they
think of you. And if you do a great job, many will tell you that.
3. Meet up with your best clients to discuss your service in person.
Naturally, you cant get every single of your clients for lunch or coffee.
However, you should do so with your best ones (for some tips on finding
out which of your clients you should value most, see my post here). Ask
them in person, discuss the quality of your service with them. Again, you
will be surprised how different (and better) your relationship with them
will become.
Here is the most important thing about this strategy, start as early as
possible.
It is easy to implement a simple customer feedback into your system when you
dont have many clients on, it is much more difficult to do so if you are an
established business.
As a new company start asking for feedback right now. Even if you have
only one or two clients, doesnt matter, start now. It will become natural to
you and later, when your company grows and you will have plenty of clients
and jobs in, you wont have any problems continuing with getting feedback
and improving your customer service.
I made a mistake of not collecting any feedback for the first few years in my
company. It was really hard for us to implement any strategy later, when we
finally decided to do it. We had a lot of clients by then, the company was
extremely busy and it just was tough to squeeze this one, extremely crucial
aspect of running our business in. As a result we were losing just like any other
company not collecting customer feedback is. And it took us long time, and took
a lot of hard work to finally implement a solid strategy.
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How about you?
How do you gather customer feedback? Do you do it or do you rely on your

clients to get back to you themselves?
Improving Customer Satisfaction

Good after sales service is one of the most important keys to improving
customer satisfaction. This article centers on the best ways to improve customer
satisfaction.
Improving Customer Satisfaction
Customer satisfaction is a business concept which relates to consumers being

satisfied about buying a product from a company. It substantially adds up to the
goodwill of the company in the long run. When a business has many competitors
providing the same kind of service or goods, improving customer satisfaction
becomes a difficult task for the company management. However, with careful
planning and good strategies, improving customer satisfaction can be a success.
Read on for some tips on improving customer satisfaction.
How to Improve Customer Satisfaction
Do what you say

In order to make a good impression on the customers regarding your product,
you need to do or mean what you say. For example, if you say that the company
customer care or technical executive will call the customer at a specified time,
you need to make sure that it happens so. Taking an additional step to address
the problems of customers is also important for increasing customer satisfaction
and customer retention.
Do not Exaggerate on Products

Another point is that before selling the product, do not exaggerate on the
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products too much. Many companies advertise or market their products and
services in a way which does not relate to the characteristics of the product
offerings. After the customer realizes that the product is of less value and use
than actually claimed, it is certain that he will be unsatisfied.
Be Knowledgeable of Products and Services

Being aware of the products and services being offered is also very essential to
better customer satisfaction. If the product is new to the customer; he would
have doubts regarding the use, value, and durability. To clear all such doubts, the
company representative should be familiar with all aspects and details of the
products.
Ask for Feedback and Suggestions

Customer satisfaction can even be improved by asking for feedback and
suggestions in the form of customer satisfaction survey questions. This will
firstly make consumers feel that their views are being paid attention to, and
secondly the company will get to know what the products lack. This strategy can
then be used to know what customers really want and what you are providing to
them. Consumer feedback can be used during the inception of new products as
well.
Provide the Best After Sales Service

When it comes to improving customer satisfaction, after sales services and
support is not to be missed at all. Along with the warranty, problems regarding
products should be resolved to retain customer satisfaction of buying. Good
business communication and coordination among customer service executives
and technicians is very crucial for providing the best after sales support.
Remember that improving customer satisfaction has a considerable impact on

new customers inquiring about the products and services. For example, one
satisfied customer can convince about 10 others to buy your product. Along with
all these tips, you should also make sure that the resources for customer service
are in working condition. This includes proper help desk emailing and helpline
systems.
How To Measure Customer Satisfaction
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important to understand exactly what is meant by customer satisfaction. It is
obviously a feeling or state of mind, not something that is objective. Customers
will use different criteria to judge your company, so there are different
yardsticks that will have to be used to measure customer satisfaction.
Satisfaction may also mean different things to different businesses, for example
will your customers be satisfied with the products you supply, or with your
speed of delivery, with your customer care service, with your price, or is it about
an ongoing business service that you provide to them?
What kind of system to use
When thinking about what kind of customer satisfaction system to use it is
important to think about how the information that you gather will be used. If you
do nothing with the results then it is a pointless exercise, but if you use the
results to make sure that you improve levels of customer satisfaction then it will
be beneficial to your company.
You will also need to think about how the information will be used to take action
so that you can not only retain your existing customers, but also attract and then
retain new ones.
What measures to use
Consideration also has to be given to exactly how you will define customer
satisfaction. If you merely ask people if they were satisfied with the service,
then you are failing to elicit information about any weaknesses within it and so
you will not improve the system.
So you need to clearly understand the expectations that your customers have and
what they want from you, in order to feel satisfied.
Beginning the progress
Once you have established what is satisfaction what kind of system you should
use and which measures to use, you can then start the process of measuring
customer satisfaction, simply by talking to your customers, either through
emails, phone calls, letters, forms etc. However, vital to this process is
consistency; you need to use the same questions with all the customers that you
contact.
Often the response rate can be poor, but sometimes rather than asking a whole
range of questions you can ask a few when you send out an email or contact a
customer. Remember that your customers are probably quite busy people and
they will often not wish to participate in a really lengthy questionnaire. So weed
out all the questions that are not of vital importance and keep the number of
questions to a minimum.
One trick to attract responses is to offer an incentive. So when responses are
received in they will be entered into a draw and the winner will receive a gift or
cash reward; this tends to ensure a better response.
The final way to measure customer satisfaction is to make sure that you repeat
the exercise on a regular basis, so that you can make comparisons about how
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you are doing and what you are getting right and any areas where you may be
getting it wrong.
objective
1. To draw the comparative analysis of ICICI BANK Ltd with SBI etc.
2. To identify the major attributes of customer satisfaction.
3. To study customer perception about ICICI BANK Ltd.
4. To identify and study the various ways of ensuring customer satisfaction
adopted by ICICI BANK Vs HDFC & SBI.
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S.W.O.T. analysis of ICICI BANK
Introduction to SWOT Analysis.
The overall evaluation of the companys Strength, Weakness, Opportunities and

Threats is called as SWOT Analysis.
The external environment analysis of any business will give you the
opportunities and threats facing the business. The external environment consists
of two parts:
1) Macro Environment: Demographic, Economic, Technology, Political-legal,

Socio-cultural
2) Micro Environment: Customers, Competition, Distributors, Suppliers.
The Internal Environment Analysis will give you the strength and weakness of
the business.
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STRENGTH WEAKNESSES
Right strategy for the right Some gaps in range for certain
products. sectors.
Superior customer service Customer service staff need

vs. competitors. training.
Great Brand Image Processes and systems, etc
Products have required Management cover

accreditations. insufficient.
High degree of customer Sectoral growth is

constrained by low
satisfaction. unemployment levels and
competition for staff
Good place to work
Lower response time with

efficient and effective
service.
Dedicated workforce
aiming at making a
long-term career in
the field.
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Opportunities Threats
Profit margins will be good. Legislation could impact.
Could extend to overseas Great risk involved

broadly. Very high competition
New specialist applications. prevailing in the industry.
Could seek better customer Vulnerable to reactive

deals.
attack by major competitors
Fast-track career development Lack of infrastructure in rural
opportunities on an industry- areas could constrain
wide basis. investment.
An applied research centre to High volume/low cost market

create opportunities for is intensely competitive.
developing techniques to
provide added-value services.
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Opportunity Matrix
A Marketing opportunity is an area of interest in which a company can perform

profitably. An opportunity can take many forms. Some of them are:
1) Buying process made easy- Internet shopping

2) Meet the information needs of the customers in a better way.
3) A company can customize the product which was originally offered in
standard form.
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The opportunities that fall under the first quadrant are higher on the side of
success probability and also on the attractiveness, so the company should tap
those opportunities as early as possible.
The opportunities falling under the second quadrant should be
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tapped only after the success of the opportunities in the first quadrant.
Although the success probability is on the lower side still the attractiveness
is on the higher side.
The opportunities in the third quadrant are less important as compared to the
opportunities in the first and second quadrant. Although the attractiveness is
on the lower side but the success probabilities of these opportunities are on
the higher side.
Threat Matrix.
An Environmental Threat is a challenge posed by an unfavourable trend or
development. In the absence of any defensive marketing action these threats
may lead to deterioration in sales and indirectly in the profits of the company.
The Threats falling under the first quadrant are harmful to the progress of the
firm.
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Their occurrence probability and also the seriousness is on the higher side.
Therefore the company should take immediate actions against these threats.
The Threats falling under the second quadrant are also very harmful as their
seriousness of these threats is on the higher side, although the probability
occurrence is on the lower side.
The Threats coming under the third quadrant are less serious as compared to the
threats in the first and second quadrant. The company should keep a backup
plans for these threats as this can also affect the profitability of the company.
The Threats under the fourth quadrant are negligible as the probability
occurrence and seriousness both are on the lower side of the matrix.
STRENGHTS
1) Online Services: ICICI Bank provides online services of all its banking
facilities. It also provides D-Mart account facilities on-line, so a person can
access his account from anywhere he is.
[D-Mart is a dematerialized account opened by a salaried person for
purchase & sale of shares of different companies.]
2) Advanced Infrastructure: Branches of ICICI Bank are well equipped with

advanced technology to provide the customers with taster banking services. All
the computerized machines are located in suitable manner & are very useful to
the customers & staff of the bank.
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3) Friendly Staff: The staff of ICICI Bank in all branches is very friendly &
help the customers in all cases. They provide faster services along with bonding
& personal relationship with the customers.
4) 12 hrs. Banking services: Compared to other bank ICICI bank provides long
hrs. of services i.e. 8-8 services to the customers. This service is one of its kind
& is very helpful for the customers who are in urgent need of money.
5) Other Facilities to the Customers & Employees: ICICI Bank also provides
other facilities like drinking water facilities, proper sitting arrangements to the
customers. And there are also proper Ventilation & sanitary facilities for the
employees of the bank.
6) Late night ATM services: ICICI bank provides late night ATM services to
the customers. The ATM centers of ICICI bank works even after 11:00pm. at
night in certain branches.
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Weakness
1) High Bank Service Charges: ICICI bank charges highly to customers

for the services provided by them when compared to other bank & that is why it
is only in the reach of higher class of society.
2) Less Credit Period: ICICI bank provides credit facilities but only upto
limited period. Even when the credit period is not over it sends reminder letters
to the customers which may annoy them.
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OPPORTUNITIES
1) Bank Insurance services: The bank should also provide insurance

services. That means the bank can have a tie-up with a insurance company. The
bank will advertise & promote the different policies introduced by the insurance
company & convince their customers to buy insurance policies.
2) Increase in percentage of Returns on increase: The bank should provide

higher returns on deposits in comparison of the present situation. This will also
upto large extent help the bank earn profits & popularity.
3) Recruit professionally guided students: Bank & Insurance is a special non-

aid course where the students specialize in the functioning & services of the
bank & also are knowledge about various tax policies. The bank can recruit
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these students through tie-ups with colleges. Such students will surely prove as
an asset to the bank.
4) Associate with social cause: The bank can also associate itself with social
causes like providing relief aid patients, funding towards natural calamities. But
this falls in the 4th quadrant so the bank should neglect it.
THREATS
1) Competition: ICICI Bank is facing tight competition locally as well as

internationally. Bank like CITI Bank, HSBC, ABM, Standered Chartered, HDFC
also provide equivalent facilities like ICICI do and also ICICI do not have
consistency in its international operation.
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2) Net Services: ICICI Bank provides all kind of services on-line. There can be
easy access to the e-mail ids of the customers through wrong people. The
confidential information of the customers can be leaked easily through the e-
mail ids.
3) Decentralized Management: Each branch manager is given the authority of

taking decisions in their respective branches. The decisions made by different
managers are diverse and any one wrong decision can laid to heavy losses to the
bank.
4) No Proper Facilities to Uneducated customers: ICICI Bank provides all

services through electronic computerized machines. This creates problems to the
less educated people. But this threat falls in the 4th quadrant so its negligible.
The company can avoid this threat.
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RESEARCH METHODOLOGY
Data Collection Techniques:
This project consists of two parts.
The first part is a study of the banking industry, ICICI Bank using secondary
data sources. This secondary information has been sourced from the internet
and from business related magazines and newspapers.
The second part of the study has been done using an exploratory research
process and a structured questionnaire was developed for this purpose. For the
collection of primary data this was the only method used. The reason I used
this method is because a need was felt for the free influx of information about
the products. Also this method allowed the use of skills gained in class.
Sample Design:
The population considered for the purpose of the survey was people residing in
jaipur.
Sampling Technique Used:
Since the information required was not of a very technical nature and also
looking at the scope of the project and the extent of the target segment, the
sampling technique employed was Convenience Sampling. I administered the
questionnaires.
Sample Size:
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I have restricted the sample size to 25 respondents. This was done keeping in
mind the time constraints and the fact that I felt that this number would be
enough to serve the information needs required to show the trends.
Customer Satisfaction:
Customer satisfaction is equivalent to making sure that product and service

performance meets customer expectations. It is the perception of the customer
that the outcome of a business transaction is equal to or greater than his/her
expectation. Customer satisfaction occurs when the acquisition of products
and /or services provides a minimum negative departure from expectations when
compared with other acquisitions and when the marginal utility of a transaction
is equal to or greater than preceding acquisitions.
Customer satisfaction occurs when the perception of the reward from the
purchase of goods or services by the customer meets or exceeds his/her
perceived sacrifice. The perception is a consequence of matching past purchase
and consumption experience with the current purchase.
Customer Service and Satisfaction:
When we talk about customer service and/or satisfaction, we talk about

creativity. Creativity allows us to handle or diffuse problems at hand or later on
rather in the process of conducting the everyday business. We talk about how, or
what, does the organization have to do to gain not only the sale but also the
loyalty of the customer. We want to know the payoff of the transaction both in
the short and long term. We want to know what our customers Want? We want to
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know if our customers are satisfied. Satisfaction, Of course, means that what we
delivered to a customer met the customers Approval. We want to know if
customers are delighted and willing to come
Back, and so on. Fleiss 2 and Feldman 3 present examples of that delightfulness
in their writings. Fleiss has written about Ben and Jerrys ice cream and Feldman
has discussed excellence in a cab ride. As important as delightfulness is, some of
us minimize it, or even totally disregard it. At this point, we fail. Some of the
issues that will guarantee failure in sales, satisfaction, and loyalty are:
Employees must adhere to a rigid chain of command

Employees are closely supervised
Conflictin whatever formis not allowed
Rewards are based on carrot-and-stick principles
Wrong objectives are measure.
We must understand customer expectation levels concerning quality. We must

also understand the strategy for customer service quality, and next we must
understand the measurement and feedback cycles of Customer satisfaction.
The customer is the person or unit receiving the output of a process on the
system. In fact, it is worth emphasizing that a customer can be the immediate,
intermediate, or ultimate customer. Also, a customer may be a person or persons,
or a process or processes. Customer satisfaction, however, is when the customer
is satisfied with a product/service that meets the customers needs, wants, and
expectations.
There are at least three levels of customer expectations about quality:
111
Level 1. Expectations are very simple and take the form of assumptions, must
have, or take it for granted. For example, I expect the airline to be able to take
off, fly to my destination, and land safely. I expect to get the correct blood for
my blood transfusion and I expect the bank to deposit my money to my account
and to keep a correct tally for me.
Level 2. Expectations are a step higher than that of level 1 and they require
some form of satisfaction through meeting the requirements and/or
specifications. For example, I expect to be treated courteously by all airline
personnel. I went to the hospital expecting to have my hernia repaired, to be in
some pain after it was done, to be out on the same day, and to receive a correct
bill. And I went to the bank expecting the bank teller to be friendly, informative,
and helpful with my transactions.
Level 3. Expectations are much higher than for levels 1 and 2. Level 3 requires
some kind of delightfulness or a service that is so good that it attracts me to it.
For example, an airline gives passengers traveling coach class the same superior
food service that other airlines provide only for first-class passengers. In fact, I
once took a flight where the flight attendants actually baked
cookies for us right there on the plane. When I went to the hospital, I expected
staff to treat me with respect and they carefully explained things to me. But I
was surprised when they called me at home the next day to find out how I was
doing. And at my house closing, the bank officer, representing the bank holding
my mortgage, not only treated me with respect and answered all my questions
112
about my new mortgage, but just before we shook hands to close the deal, he
gave me a housewarming gift.
Customer satisfaction surveys help to:
Improve customer, client, or employee loyalty.
React quickly to changes in the market.
Identify and capitalize on opportunities.
Beat the competition.
Retain or gain market share.
Increase revenue.
Reduce costs.
113
COMPANYS EFFORT TO ENSURE SATISFACTION OF CUSTOMERS:
Objectives of ICICI
Promote good and fair banking practices by setting minimum

standards in dealing with you
Increase transparency so that you can have a better understanding of

what you can reasonably expect of the services;
Encourage market forces, through competition, to achieve higher

operating standards;
Promote a fair and cordial relationship between you and your bank;
Foster confidence in the banking system
To Help You To Understand How Our Financial Products And Services Work By:
Giving you information about them in any one or more of the following
languages: Hindi, English or the appropriate local language.
Ensuring that our advertising and promotional literature is clear and not
misleading
Ensuring that you are given clear information about our products and
services, the terms and conditions and the interest rates/service charges,
which apply to them.
Giving you information on what are the benefits to you, how you can avail
of the benefits, what are their financial implications and whom you can
contact for addressing you queries .
To Help You Use Your Account Or Service By:
Providing you regular appropriate updates.

Keeping you informed about changes in the interest rates, charges or terms
and conditions.
Information
You can get information on interest rates, common fees and charges through any
one of the following:
Looking at the notices in our branches ;

Phoning our branches or help-lines;
Looking on our website;
Asking our designated staff/help desk ;or
Referring to the service guide/Tariff Schedule.
Before You Become a Customer we will:

give you clear information explaining the key features of the services and
products you tell us you are interested in;
give you information on any type of products and services which we offer
and that may suit your needs;
tell you if we offer products and services in more than one way [for
example, through
ATMs, on the Internet, over the phone, in branches and so on] and tell you
how to find out more about them;
tell you what information we need from you to prove your identity and
address, for us to comply with legal, regulatory and internal policy
requirements.
Advertising, Marketing and Sales
We will make sure that all advertising and promotional material is clear, and
not misleading.
In any advertising in any media and promotional literature that draws

attention to banking service or product and includes a reference to an interest
rate, we will also indicate whether other fees and charges will apply and that
full details of the relevant terms and conditions are available on request.
If we avail of the services of third parties for providing support services, we
will require that such third parties handle your personal information (if any
available to such third parties) with the same degree of confidentiality and
security as we would.
We may, from time to time, communicate to you various features of our

products availed by you. Information about our other products or
promotional offers in respect of our products/services, will be conveyed to
you only if you have given your consent to receive such information/ service
either by mail or by registering for the same on our website or on our phone
banking/customer service number.
We have prescribed a code of conduct for our Direct Selling Agencies

(DSAs) whose services we may avail to market our products/ services which
amongst other matters requires them to identify themselves when they
approach you for selling our products personally or through phone.
In the event of receipt of any complaint from you that our

representative/courier or DSA has engaged in any improper conduct or acted
in violation of this Code, we shall take appropriate steps to investigate and to
handle the complaint and to make good the loss.
Privacy and Confidentiality

We will treat all your personal information as private and confidential [even
when you are no longer a customer], and shall be guided by the following
principles and policies.
Data Analysis
1. WHICH TYPE OF SERVICES ARE YOU AVAILNG FROM THIS

BANK?
2:-WHAT KIND OF ACCOUNT DO YOU MAINTAIN IN THIS BANK?
3:-FOR THE PAST YEARS HOW MANY YEARS YOU HAVE ACCOUNT
WITH THIS BANK
4:-WHY DO You PREFER THIS BANK?
5:THE PROCESS OF LOAN IS SUITABLE TO YOU?
IF NO>..WHY?
(1) TAKING LONGER TIME PERIOD
(2) DOCMENTATION COMPLEXITY
(3) VERIFICTION
6: WHAT IS YOUR OPINION ABOUT THE PROCESSING CHARGES OF

LOAN?
7:-WHICH KIND OF LOAN DO YOU PREFER?
8:-WHAT IS YOUR OPINION ABOUT THE INTEREST RATE OF LOAN
PROCESS?
9:-DO YOU AVAIL INTERNET BANKING

?
(IN CASE OF NO)
10. WHY ARE YOU NOT USING INTERNET BANKING?

11: DO THEY CHARGES ANY AMOUNT NOT MAINTAIN MINIMUM
BALANCES IN YOUR ACCOUNT?
IF YES WHAT IS THE AMOUNT 300+8.TAX(10.31)-
QUARTERLY
12:-WHAT DO YOU FEEL ABOUT OVERALL SERVICES OF YOUR

BANK?
13:-WOULD YOU RECOMMENDED THIS BANK TO YOU

FRIENDS,RELATIVES?
14:-WHEN YOU THINK OF YOUR BANK WHAT COMES IN YOUR MIND?
COMPARISON OF ICICI WITH SBI
ICICI bank is the largest private sector bank in India and the second largest
commercial bank in India. It has branches all over India and even in smaller towns
in South India after the takeover of Bank of Madurai. The bank also has foreign
subsidiaries like ICICI bank, Canada in Canada, Britain and Russia ,representative
offices in USA, China, UAE, Bangladesh, South Africa and branches in Bahrain,
Singapore .
It offers a platform for online share trading through ICICI Direct and insurance
services - ICICI Prudential. NRI services include money transfer through
Money2India, which offer better foreign exchange rates for lower amounts
compared to other services.
Like most private sector banks, all ICICI bank branches in India are
networked. You can access your account from any ICICI bank branch in
India. Anyone can also deposit cash/local cheque in your account at any
branch of ICICI bank.
Also they have very convenient bank timings and are open for 12 hours
from 8.00 a.m to 8 p.m from Monday to Saturday. When you deposit a
cheque at their branch, they will readily give you a stamped
acknowledgement for deposit. You can only deposit cash in your own
account at the ATM, for depositing cash into a third party account, you have
to visit the branch. You have to select the deposit cash option, you will get
an envelope for depositing cash, which you can then fill in the details and
deposit it back. At locations where ICICI bank does not have a branch, the
queue at the ATMs is very long. Just after office hours , between 6 pm - 7.30
pm, customers sometimes have to wait for 15-20 minutes on some days, to
access the ATM.
Since ICICI bank was established after 1991 it offers online banking where
you can check the balance in your account any time. The interface for
savings accounts is much better and user friendly compared to that for their
roaming current account
However, unlike other banks like HDFC bank, their online bank statement
does not indicate the branch at which the amount is deposited. The
information is available in the email statement sent to you the next day. You
have to contact phone banking, enter CRN and TPIN, during working hours
to get this information. Very often, the system is slow, so you have to hold
on for 10 minutes.
For savings account, up to 3 cash deposits per quarter (3 months) at the non
base branch can be made at no cost. For additional cash deposits, the bank
charges the recipient Rs 100 (+ service tax) per deposit, irrespective of the
amount deposited. When the bank implemented this change, the ICICI bank
customers were not informed about the revision in the charges. For
outstation cheques, ICICI bank charges a minimum of Rs 30 (+ service tax)
for savings accounts . This is very inconvenient for account holders in small
towns, who receive the dividend warrant payable in major cities only. These
warrants can be for small amounts like Rs 20. For salary accounts, the
minimum AQB required is zero and you retain the account even after you
leave the job. If your AQB is more than Rs 100000, you get a free at par
chequebook. For an AQB of more than Rs 500000 (fixed deposit + savings
account balance), you are eligible for private banking services. For non
maintenance of average quarterly balance, not only do they deduct Rs 750
from your balance, they also deduct an additional service tax.
Many of the ICICI bank customers are salary account holders, who are
forced by their employers to open an account with ICICI bank to receive
their salary. The account is opened at a branch which is convenient for the
employer, but extremely inconvenient for the employee. If want any
clarification or information, their customer support (through phone
banking or email) will instruct you visit the nearest branch - where the
concerned person may or may not be available. For savings account
customers if you send an email asking for clarifications, it is usually
answered after a week.
They have discontinued the auto sweep-in facility (earlier called Quantum
Optima), where the amount in savings accounts was automatically converted
into a fixed deposit, if it exceeded Rs 15000. With the decline in interest
rates for loans, providing this facility is no longer profitable for the bank.
You now have to give an application at the branch if you wish to continue
with this facility now. The form for making the application was sent along
with the monthly bank statement. You can alternately open a recurring
deposit, where a fixed amount is added to your fixed deposit every month.
Making a new Fixed Deposit with ICICI bank for current accounts is
extremely time consuming, especially when compared to HDFC bank. They
will insist that you withdraw cash from your account for making the FD.
Since withdrawals of amounts more than Rs 25000 are subject to cash
withdrawal tax, for larger amounts , you will have to split the fixed deposit
and visit the branch on 2 different days. ICICI bank is probably the only
bank in India where they will not accept a ICICI bank cheque for making a
fixed deposit. We had given a cheque with the fixed deposit form , but the
bank officer insisted that we pay cash. She said she would fill the form for
us, but she did not select the options which were initially indicated, causing
further problems for us.
(SBI) is the largest public sector bank in India
SBI has branches and ATMs all over India, details of which are available at
their website. State Bank of Hyderabad, State Bank of Patiala, State Bank
of Saurashtra, State Bank of Bikaner and Jaipur ,State Bank of Indore,
State Bank of Mysore and State Bank of Travancore are the seven
subsidary banks of SBI. As of March 2006, SBI holding in these banks
varies from 74% to 100% , but is likely to decrease in future. SBI has one of
the largest network of ATMs in the Asia Pacific region. Many branches of
State Bank of India are computerized. In places where the Reserve Bank of
India, (RBI) the central bank of India does have an office, SBI carries out
many of its functions. SBI timings vary according to location, for example
the Powai, Mumbai branch of State Bank of India is open between 10.15 am
to 2pm (Monday-Friday
You can open a public provident fund (PPF) account at any State Bank of
India branch. PPF accounts are one of the few savings instruments which
offer a high tax free interest rate of 8% per year. All deposits made on or
before 5th of a month earn interest for the entire month. If you deposit a
cheque in your PPF account on the 5th of the month, you will get interest
for the month, though your account may be debited at a later date. The
interest is credited to the account at the end of the accounting year in India.
If you know an agent who is registered with that particular branch of State
Bank , he will pay you back, a part of the commission he receives from the
bank. So you can get back 0.5% - 0.6% of the amount deposited
immediately by cash. Usually larger the amount, the higher the commission
paid back by the agent (it is negotiable) . The pay-in slip for PPF has 3
sections - depositors copy, agents copy and bank copy. The agents copy has
to be given to the agent and he will give part of the commission. Earlier
financial services firm like Blue-chip in Mumbai, would also give a
commission of 0.25% , but they have stopped in the last 2 years.
The minimum amount that can be invested in one year is Rs 500 and
maximum amount is Rs 70000. This investment has a lock in period of 15
years. No withdrawals are allow till 6 years after account opening and one
withdrawal is allowed per year there after. It offers rebate under section 80C
and the interest is tax free under section 10C.
For cash withdrawals, you can either use a withdrawal slip or cheque. If an
account is inactive for a long time, State Bank of India does not charge any
fee for reactivation. However, they have a verification process, which may
take a long time. Payment of income tax, advance tax, sales tax can be done
at SBI branches. Foreign currency drafts can also be obtained at the
branches. Since SBI offers a variety of banking services, their branches are
usually very crowded.
State Bank of India has increase home loan interest rates by 25-75 basis
points. Also no fixed rate loans will be available for periods more than 10
years. These changes have come into effect from March 1, 2006.
SBI Railway Visa Card allows booking of railway tickets online at the
Indian Railways website at zero transaction charges. Users of this credit card
can get back up to 10% of ticket fare as railway points. These points can be
redeemed later, like frequent flyer miles offered by airlines. State Bank of
India is the largest issuer of debit cards (Maestro) in India
State Bank customers who have to wait a long time to process a bank
transaction can register their complaint through a touch screen device for
customer feedback service at the branch. The information is recorded and
processed in the central server. As of March 2006, it is implemented in 10
branches of SBI in Mumbai. When SBI employees go on strike, the Reserve
Bank of India takes over all clearing operations. However, banking
operations are affected since SBI has nearly 30% of the total customers of
banks in India. Cheques/DD drawn on SBI was not cleared due to the strike.
All government taxes like income tax, sales tax, service tax can be paid at
any branch of SBI.
State Bank of India has 52 foreign offices in 34 countries including

Australia, UK, USA, Canada, Bahrain, Nigeria, Bangladesh, Nepal, and
Bhutan Sri Lanka. These are useful for foreign trade transactions like
opening of Letter of Credit
COMPETITIVE SWOT ANALYSIS WITH ICICI BANK

STRENGTHS WEAKNESSES
O
P S O Strategies W O Strategies
P
O Strength: Large Capital base. Weakness: Workforce
R
T Opportunity: Market Expansion. Responsiveness.
U
N Opportunity: Outsourcing of Non
I Strategy: Deep Penetration into Core Business.
T
I Rural Market. Strategy: Outsource Customer
E Care & other E-Helps.
S
S T Strategies W T Strategies
T
H Strength: Low operating costs Weakness: Not Equal to
R International Standards.
E
A Threat: Increased Competition Threat: Entry of many Foreign
T from others Pvt. Banks. Banks.
S
Strategy: Steps to Ensure
Loyalty by old Strategy: Consider additional
Customers. benefits
FINDINGS, SUGGESTIONS & CONCLUSION
Findings:
1. It was found from the study that bank believes in quality service rather than
quantity of service.
2. The officials employed are very much enthusiastic about their job.
3. The officials try to make best relation with the customers.
4. There is separate counter for NRI services.
5.. The registers and files are maintained on a daily basis.
6. The registers are maintained in a well organized manner.
7. The marketing strategy of the bank is very attractive.
8. The bank always tries to attract customers with innovative offers.
9. Both the bank investment deposit ratio is on the declining trend
10 . Both the banks has shown better utilization of cash portfolio
11. ICICI bank Interest expenses to interest earned remains the same Over 2
Years whereas SBI shows reduction.
12. Other Income ratio remains fluctuation in both the banks.
13. Operating expences to total income shows a decreeing trend in ICICI bank
whereas it was on the rising side in SBI.
14. Interest income to total funds shows rising mode in ICICI whereas In SBI
more or less it remains at the level; The ratio of interest expenses to total funds
shows an increase in Value in ICICI Bank whereas in SBI interest expences shows
a Rising mode.
15. The ratio of Non Interest income remains the same for ICICI for The past 2
Years whereas in SBI at shows a decline.
16. The stock witness some selling pressure in the coming days in ICICI Bank .
17. The continuation pattern negates immediate bearish momentum on the stock
and it's advisable to buy at declines. Short term investor can initiate a buy above
500 with a target of 560 570.
SUGGESTIONS
1.The company should adopt best marketing strategy to expansion the market.
2. To increases its branches.
3. To increases more activity rather than banking system.
4. To make good relationship with its customer.
5.To aware the people about the internet facilities of icici bank.
6.To reduces the interest rate of loan process.
7.To reduces the minimum amount of maintaining the account.
Conclusion
Thus, ICICI has been able to use technology to provide value-added service to its
customers during the last few years. For ICICI, technology is an integral part of
their business. However, their overall progress could have been smoother but for
certain internal and extraneous factors and also a pressure on spreads due to a
competitive market (Annual report, 2000 01). E-banking has become a necessary
survival weapon and is fundamentally changing the banking industry worldwide.
To day, the click of the mouse offers customers banking services at a much lower
cost and also empowers them with unprecedented freedom in choosing vendors for
their financial service needs. No country today has a choice- whether to implement
E-banking or not given the global and competitive nature of the economy. ICICI
have toupgrade and constantly think of new innovative customized packages and
services to remain competitive. The invasion of banking by technology has created
an information age and commoditization of banking services. ICICI have come to
realize that survival in the new e-economy depends on delivering some or all of
their banking services on the Internet while continuing to support their traditional
infrastructure. The rise of E-banking is redefining business relationships and the
most successful banks will be those that can truly strengthen their relationship with
their customers. Without any doubt, the international scope of E-banking provides
new growth perspectives and Internet business is a catalyst for new technologies
and new business processes.
Confidential Questionnaire
Dear SIR/MADAM, I am conducting survey on ICICI. I shall be very
thankful to give your few minutes to me for answering my few questions
below.
Name: _____________________________________
Add: ________________________________________
Gender Male Female
Age Group: 1825 2535 35 45

55+
Occupation:
1:which type of services are you availing from the bank?
(a) Depositor
(b)Loan
(c)Both
2:-For the past how many years you have account with this bank?
(a) Less than 1 year
(b) 1-5 years
(c) More than 5 years
3:-Why do you prefer this bank?
(a) Quality and services

(b) Quick transaction
(C)Support to customer
4:-The process of loan suitable to you?
(a) Yes
(b) No
If no .Why
(A) Taking longer period of time
(b)Documentation Complexity
(c) Verification
5:-What is your opinion about the processing charges of loan?
(a) Low
(b) Medium
(c) High
6:-Which kind of loan do you prefer?

(a) Housing loan
(b) Personal loan
(c) Car loan
(d) Education loan
7:-What is your opinion about the interest rate of loan process?
(a) Low
(b) Medium
(c) High
8:-Do you avail internet banking ?
(a) Yes
(b) No
9:-In case of no, Why are you not using internet banking
(a) Lack of awareness
(b) Connectivity problem
(c) More complex for use
10:-Do they charges any amount not maintain in minimum balances in your account?
(a)-Yes
(b)-No
(
11:-What do you feel about overall services of your bank?
(a) Excellent
(b) Very good
(c) Good
(d) Average
12:-Would you Recommended this bank to you Friends, relatives?
(a) Yes
(b) No
13: When you think of your bank comes in your mind?
(a)-Personalized service
(b)-Wide Branch network
(c)-Customer Services
(d)- Computerized service
14:--Would you like any recommendation to ICICI Bank?
Bibliography
Websites
www.rbi.org.in
www.moneycontrol.com
www.nseindia.com
www.icicibank.com
www.google.com
Newspapers
Economic times
Magazine
Business world
Confidential Questionnaire
Dear SIR/MADAM, I am conducting survey on ICICI. I shall be very

thankful to give your few minutes to me for answering my few questions
below.
Name: _____________________________________
Add: ________________________________________
Gender Male Female
Age Group: 1825 2535 35 45

55+
Occupation:
1:which type of services are you availing from the bank?
(a) Depositor
(b)Loan
(c)Both
2:-For the past how many years you have account with this bank?
(a) Less than 1 year
(b) 1-5 years
(c) More than 5 years
3:-Why do you prefer this bank?
(a) Quality and services

(b) Quick transction
(C)Support to customer
4:-The process of loan suitable to you?
(a) Yes
(b) No
If no .Why
(A) Taking longer period of time
(b)Documentation Complexity
(c) Verification
5:-What is your opinion about the processing charges of loan?
(a) Low
(b) Medium
(c) High
6:-Which kind of loan do you prefer?
(a) Housing loan
(b) Personal loan
(c) Car loan
(d) Education loan
7:-What is your opinion about the interest rate of loan process?
(a) Low
(b) Medium
(c) High
8:-Do you avail internet banking ?
(a) Yes
(b) No
9:-In case of no, Why are you not using internet banking
(a) Lack of awareness
(b) Connectivity problem
(c) More complex for use
10:-Do they charges any amount not maintain in minimum balances in your account?
(a)-Yes
(b)-No
(
11:-What do you feel about overall services of your bank?
(e) Excellent
(f) Very good
(g) Good
(h) Average
12:-Would you Recommended nthis bank to you Friends, relatives?
(c) Yes
(d) No
13:When you think of your bank comes in your mind?
(a)-Personalized service
(b)-Wide Branch network
(c)-Customer Services
(d)-Computesrized service
14:--Would you like any recommendation to ICICI Bank?

Customer Satisfaction With Reference To ICICI Banl LTD

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CUSTOMER SATISFACTION IN ICICI

in partial fulfillment o f the requirement

CUSTOMER SATISFACTION IN ICICI

CUSTOMER SATISFACTION IN ICICI

Submitted in partial fulfillment of the requirements for the degree of

It is only with profound sense of gratitude and indebtedness. I like to

Certified that this project report titled CUSTOMER SATISFACTION IN

HEAD OF THE DEPARTMENT FACULTY IN CHARGE

I had undergone a practical training under ICICI BANK, JAIPUR. It was a

Summer training is one of the major experiencing components of the

.It is good to have enthusiasm but it is essential to have training. Training

Sr. No. Subject Covered Page No.

2 Company Profile 5-59

5 Swot Analysis 72-79

6 Research Mythology 80-88

7 Finding And Interpretation 88-105

8 Conclusion And Suggestion 105-108

BANKING STRUCTURE IN INDIA

Scheduled Banks in India

(A) Scheduled Commercial Banks

Public sector Private sector Foreign Banks Regional Rural

(B) Scheduled Cooperative Banks

Scheduled Urban Cooperative Scheduled State Cooperative

History of Banking in India

Nationalization of Banks in India

Scheduled Commercial Banks in India

Early phase from 1786 to 1969 of Indian Banks

Nationalization of Indian Banks and up to 1991 prior to Indian banking

1949: Enactment of Banking Regulation Act.

1955: Nationalization of State Bank of India.

1959: Nationalization of SBI subsidiaries.

1961: Insurance cover extended to deposits.

1969: Nationalization of 14 major banks.

1971: Creation of credit guarantee corporation.

1975: Creation of regional rural banks.

1980: Nationalization of seven banks with deposits over 200 crore.

Indian Overseas Bank

The first bank in India to be given an ISO Certification Canara Bank

India's oldest, largest and most successful commercial

Bank which started as private shareholders banks, mostly Imperial Bank of

PUBLIC SECTOR BANKS

Oriental Bank of Commerce (OBC), Government of India Undertaking

The following are the list of Public Sector Banks in India

Central Bank of India

Indian Overseas Bank

Oriental Bank of Commerce

Punjab & Sind Bank

Punjab National Bank

Union Bank of India

United Bank of India

State Bank of India

o State Bank of Bikaner & Jaipur

o State Bank of Hyderabad

o State Bank of Indore

o State Bank of Mysore

o State Bank of Saurastra

o State Bank of Travancore

List of Private Banks in India

Catholic Syrian Bank

City Union Bank

Development Credit Bank

ING Vysya Bank

Jammu & Kashmir Bank