SIP of Ashish-2010

8/6/2019 SIP of Ashish-2010

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ON

TO ANALYZE THE CUSTOMER SATISFACTION LEVELOF ICICI BANK

ICICI BANK

Submitted For Partial Fulfillment of the Post GraduateDiploma in Management Batch (2009-11)

Submitted to: Submitted By

Prof. P.K. Aggarwal Ashish Ranjan Mishra

Director, Imt ,ghaziabad, P.G.D.M -III Sem

Roll.No. M09012

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DECLARATION

I, Ashish Ranjan Mishra , here by declare that I have carried out Summer training

project on the topic TO ANALYZE THE CUSTOMER SATISFACTION LEVEL

OF ICICI BANK in Bhagalpur.

I further declare that this project is my original work and no part of this Project report has

been published or submitted to anybody or university for any other degree or diploma.

Date:-

Place :- ( Ashish Ranjan Mishra )

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Acknowledgement

At the onset of this report, I take this opportunity to express my modest thanks to all those

who helped me during my summer internship project.

I would like to thank Mr. Pranav Kumar Das (Marketing M anager) , Bhagalpur for

Providing me opportunity in ICICI Bank for my summer training.

I would like to thanks my faculty Dr. Priyank Sharma without whose feedback &

encouragement this project report would not has been possible.

(Ashish Ranjan Mishra )

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PREFACEFinancial sector reforms received top priority ever since the Government of India

initiated the process of globalization economic liberalization.

The Banking sector reforms have encouraged private sector players into the business in

collaboration with major international companies. This new scenario has witnessed

financially sound and experienced players transforming the industry with best practices in

product development, operational efficiency, marketing capability, and service focus and

tech orientation.

These developments in banking industry are described through the summer project on

TO ANALYZE THE CUSTOMER SATISFACTION LEVEL OF ICICI BANK .

I basically opened the several D-Mat account & inquired the customers of ICICI bank regarding their satisfaction towards the several services prvided by the ICICI bank.

I welcome all the suggestion regarding my project work.

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Contents

Declaration..... I

Acknowledgement. III

PrefaceIV

Executive Summary06

Objectives of study 07

Introduction... 09-10

History of ICICI... 11-14

Board member . 15-17

Role of ICICI 18-19Mission of ICICI... 20

Technology.....21-22

Business profile .....23-24

Company Services ....25-54

Research Methodology. 55-56

Collection Of Data. 57-58

Data Analysis & Interpretations.59-69

Findings..70

Suggestion & Recommendations...71

Limitation...72

Conclusion..73

Bibliography...74-75

Annexure76-78

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EXECUTIVE SUMMARY

I, Ashish Ranjan Mishra here in these project used my skills & knowledge, to

know that whether the customers of ICICI Bank are satisfied with the Bank or not.

In my work I was greatly supported by my faculty members as well as Mr. P.K.

Das (Marketing Manager) ICICI Bank, Bhagalpur.

I am very thankful & obliged to all those who supported me in my work.

In the context , I prepared Questionnaire comprising several questions for

customers to know about their likes & dislikes. I also use some of the company

data in my work.

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OBJECTIVE

To study the functioning system of ICICI Bank.

To study every type of services of ICICI Bank.

To study the perception of customers of ICICI Bank towards the Bank.

To study the features customers like most about ICICI Bank.

To study the different type of loan provided by ICICI Bank.

To study the IT used by ICICI Bank.

To know that the customers in ICICI Bank is satisfied or not.

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Chapter 1

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Introduction

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Introduction

ICICI Bank is India's second-largest bank with total assets of Rs. 3,674.19 billion (US$

77 billion) at June 30, 2009 and profit after tax Rs. 8.78 billion for the quarter ended June

30, 2009. The Bank has a network of 1,503 branches and about 4,816 ATMs in India and

presence in 18 countries. ICICI Bank offers a wide range of banking products and

financial services to corporate and retail customers through a variety of delivery channels

and through its specialised subsidiaries and affiliates in the areas of investment banking,

life and non-life insurance, venture capital and asset management. The Bank currently has

subsidiaries in the United Kingdom, Russia and Canada, branches in United States,

Singapore, Bahrain, Hong Kong, Sri Lanka, Qatar and Dubai International FinanceCentre and representative offices in United Arab Emirates, China, South Africa,

Bangladesh, Thailand, Malaysia and Indonesia. Our UK subsidiary has established

branches in Belgium and Germany.

ICICI Bank's equity shares are listed in India on 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).

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History of ICICI

1955 The industrial credit and investment corporation of India ltd (ICICI)

incorporated at the initiative of the World Bank, the Govt. of India and

representative of Indian Industry, with the objective of creating a

development financial institution for providing medium term &- long term

project financing to Indian business. Mr. Rama Swami Mudaliar elected as

the first chairman of ICICI ltd.

ICICI emerges as the major source of foreign currency loans to Indian

industry. Besides funding from the world bank & other multi - lateral

agencies, ICICI also among the first Indian companies to raise funds from

international markets.

1956 ICICI declared its first Dividend at 3.5%

1958 Mr. G.L. Merita was appointed as the 2 nij chairman of ICICI ltd.

1960 ICICI building at 163, Backbay Reclamation was in-aggregated.

1961 Then 1 st West German loan of DM 5 million from Kredian and that was

obtained by ICICI

1967 ICICI made its P l debenture issue for Rs 6 crore which was over subscribed

First two regional offices in Calcutta and Madras was opened

1972 Second entity in India to set up merchant banking services Mr H.T Parekh

was appointed as the 3 rd GM of ICICI

1977 ICICI sponsored the formation of housing development finance corporation.

Managed it's first equity public issue

1978 Mr James Raj appointed as the 4 th GM of ICICI

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2005 ICICI becomes the Indian Company to list on the NYSE through an issue of

American Depository Shares

2006 ICICI Bank becomes the first commercial bank from India to list it's stock

on NYSE

2007 The board s of ICICl Ltd. And 1CICI bank approved the merger

Of ICICI Bank

2008 Moody's assign higher than sovereign rating of ICICI

Merger of ICICI Capital Services Ltd. ICICI Capital Services Ltd. AndICICI Personal Services Ltd. With ICICI Bank.

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

125,229 crore and a network of over 1416 branches and offices and about

4644 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 andasset management. ICICI Bank's equity shares are listed in India on stock

exchanges at Kolkata and Vadodara, the Stock Exchange, Mumbai and the

National Stock Exchange of Mia Limited and its American Depositary

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

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

financial, institution, and was its wholly-owned subsidiary. ICICTs

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 to" the World Bank, the Government of India13


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and representatives of Indian industry. 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 financeto a diversified financial services group offering a wide variety of products

and services, both directly and through a number of subsidiaries and affiliates

like ICICI Bank. In 1999, ICICI become the first Indian company and the first

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

After consideration of various corporate structuring alternatives in the context

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

move towards universal banking, the managements of ICICI and ICICI Bank formed the view that the merger of ICICI with ICICI Bank would be the

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

legal structure for the ICICI group's universal. "Banking strategy. The merger

would enhance value for ICICI shareholders through the merged entity's

access to low-cost deposits, greater opportunities for earning fee-based income

and the ability to participate in the payments system and provide transaction-

banking services. The merger would enhance value for ICICI Bank

shareholders through a large capital base and scale of operations, seamless

access lo ICICI strong corporate relationships built up over five decades, entry

into new business segments, higher market share in various business

segments, particularly fee-based services, and access to the vast talent pool of

ICICI and its subsidiaries. In October 2001, the Boards of Directors of ICICI

and ICICI Bank approved the merger of ICICI and two of its wholly-owned

retail finance subsidiaries, ICICI Personal Financial Services Limited and

ICICI Capital Services Limited, with ICICI Bank, The merger was approved

by shareholders of ICICI and ICICI Bank in January 2002, by the High Court

of Gujarat at Ahmedabad 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.14


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Board Members

Mr. K. V. Kamath, non executive Chairman

Mr. N. vaghul chairman Mr. Sridar Iyengar

Mr. Lakshmi N. MittalMr. Narendra MurkumbiDr. Anup K. PujariMr. Anupam PuriMr. M.S. RamachandranMr. M.K. SharmaMr. P.M. SinhaProf. Marti G. SubrahmanyamMr. T.S. Vijayan

Mr. V. Prem WatsaMs. Chanda D. Kochhar, Managing Director & CEOMr. Sandeep Bakhshi, Deputy Managing Director Mr. N. S. Kannan, Executive Dire& CFOMr. K. Ramkumar, Executive Director Mr. Sonjoy Chatterjee, Executive Director

Board Committees

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Audit Committee Board Governance &

Remuneration Committee

Mr. Sridar Iyengar, Chairman

Mr. M. K. Sharma, AlternateChairman

Mr. Narendra Murkumbi

Mr. M. K. Sharma, Chairman

Mr. K. V. KamathMr. Anupam Puri

Mr. P. M. Sinha

Prof. Marti G. Subrahmanyam

Customer Service Committee Credit Committee

Mr. K. V. Kamath, Chairman

Mr. Narendra MurkumbiDr. Anup K. Pujari

Mr. M. S. Ramachandran

Mr. M.K. Sharma

Mr. P.M. Sinha

Ms. Chanda D. Kochhar


Mr. Narendra MurkumbiMr. M. S. Ramachandran

Mr. M .K. Sharma

Mr. P. M. Sinha


Fraud Monitoring Committee Risk Committee


Mr. K. V. Kamath



Mr. Sandeep Bakhshi


Mr. Sridar Iyengar

Dr. Anup K. Pujari

Prof. Marti G. Subrahmanyam

Mr. V. Prem Watsa


Share Transfer &

Shareholders'/ Investors'

Grievance Committee

Committee of Directors



Mr. N. S. Kannan

Ms. Chanda D. Kochhar,

Chairperson

Mr. Sandeep Bakhshi

Mr. N. S. Kannan

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Mr. K. Ramkumar

Mr. Sonjoy Chatterjee

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ROLE OF ICICI

1. As merchant banker

From this, ICICI is managing most of the larger issues both in domestic and

non-resident market. It has also been associated with the issue of public sector

bonds by some large organization like Indian Petrochemical Corporation Ltd. ,

National Thermal Power Corporation Ltd. ,and Mahanagar Telephone Nigam

Ltd. The corporation has steadily continued to expand the capital market by

concentrating its marketing efforts for public issues beyond the main metro

cities.

The Merchant Banking Division commenced providing corporate consultancy

services during 1986.

For the first time in 1988-89 the Merchant Banking Division commenced

advisory services on foreign currency management and resources, overseas

company flotation and management/organizational restructuring. It also

played a key role in collaborating with other institutions for setting up theover-the counter market which has already started operating.

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2. As a trustee

ICICI acts as a Trustee for debenture issues made by companies. Trustee

services include completion of legal documentation and security for the

debentures as well as giving the requisite approvals on behalf of the

debenture-holders to the borrowing companies up to March 31,2002.

3. Investor services:

During 1993-94 the ICICI has started formally Providing Project Advisory

environment the Division provides assistance to the corporate sector in the

pre-investment stage on government policies and procedures, feasibilitystudies search for joint venture partners and entry strategies.

4. ICICI and commercial bank:

ICICI has set up in 1994 a commercial bank viz., ICICI Banking Corporation

Ltd., in order to provide comprehensive funding and non-funding facilities to

its corporate clients. The bank provides to the Corporation the retail presence

required for raising resources from the household sector.

The bank has been set up as a 100 percent subsidiary for the present. With the

enhancement of value to shareholders equity as one of its prime objectives.

When the bank comes up with its initial public offering, investors in ICICI

will stand to gain in several ways.

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MISSION OF ICICI

ICICI Bank's mission is to be a World-Class Indian Bank . The Bank's aim is to

build sound customer franchises across distinct businesses so as to be the preferred

provider of banking services in the segments that the bank operates in and to achieve

healthy growth in profitability, consistent with the bank's risk appetite. The bank is

committed to maintain the highest level of ethical standards, professional integrity

and regulatory compliance. ICICI Bank's business philosophy is based on four core

values:

Operational Excellence

Customer Focus Product Leadership

People

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Technology

ICICI Bank operates in a highly automated environment in terms of

information technology and communication systems. All the bank's branches

have connectivity, which enables the bank to offer speedy funds transfer

facilities to its customers. Multi-branch access i s also provided to retail

customers through the branch network and Automated Teller Machines

(ATMs).

The Bank has made substantial efforts and investments in acquiring the

best technology available internationally to build the infrastructure for a

world-class bank.

The word 'wireless' with which we are familiar has begun to be put to

uses that are more commercial. The Wireless Application Protocol (WAP)

will usher in a new era and come to be used in a large way for business

transactions in future. The Bank has commenced using WAP technology and

towards this end has tied up with cellular telephone companies for providing

mobile banking services to customers.

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The Corporate Banking business is supported by Finacle.

The Bank has prioritized its engagement in technology and the Internet as one of its

key goals and has already made significant progress in web-enabling its core

businesses. In each of its businesses, the Bank has succeeded in leveraging its market

position, expertise and technology to create a competitive advantage and build market

share.

Corporate Governance

The Bank is committed to follow the tenets of good corporate

governance. Right from its inception, the Bank has assiduously practiced good

governance. It has set up among other committees of the Board, a

Compensation Committee which looks into and recommends to the Board the

amount of compensation payable to the executive directors, the fees payable to

other directors and framing the internal guidelines for and management of the

employee stock option scheme. The Nomination Committee reviews the

functioning of the members of the Board. The Audit and Risk Committee

reviews and monitors audit of branches and overall systems and procedures.The Committee also monitors periodically risk management measures to

control risks like market risks, operational risks, liquidity risks, etc

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Business Profile

ICICI Bank caters to a wide range of banking services covering commercial

and investment banking on the wholesale side and transactional / branch

banking on the retail side.

The bank has three key business areas: -

a) Wholesale Banking Services

The Bank's target market is pri marily large, blue chip manufacturing

companies in the Indian corporate sector and to a lesser extent, emerging mid-sized corporate. For these corporate, the Bank provides a wide range of

commercial and transactional banking services, including working capital

finance, trade services, transactional services, cash management, etc.

The bank is also a leading provider of structured solutions, which

combine cash management services with vendor and distributor finance for

facilitating superior supply chain management for its corporate customers.

Based on its superior product delivery / service levels and strong customer

orientation, the Bank has made significant inroads into the banking consortia

of a number of leading Indian corporate including multinationals, companies

from the domestic business houses and prime Public Sector companies. It is

recognized as a leading provider of cash management and transactional

banking solutions to corporate customers, mutual funds, stock exchange

members and banks.

b) Retail Banking Services

The objective of the Retail Bank is to provide its target market

customers a full range of financial products and banking services, giving the

customer a one-stop window for all his/her banking requirements. The

products are backed by world-class service and delivered to the customers23


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Company Services

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Savings Account

Debit-cum-ATM Card Money Multiplier Facility Internet Banking Customer Care Mobile Banking Standing Instructions Nomination facility Bank@Home

DD Call and Collect

Savings Account

An ICICI Bank Savi ngs Account offers you a valuable banking experience.

Debit-cum-ATM Card

With an ICICI Bank Savings Account you will get a debit card that you can

use to withdraw cash from any ATM. Charges are applicable if you use a non-

ICICI Bank ATM.

You may also use your debit card to directly make purchases through a Visa

POS (Point of Sale) machine available at most stores! This will help you

access your high interest account from anywhere.

Money Multiplier Facility

Allow us to take care of your idle money by moving it into high interest

savings account earning.

Internet Banking

Banking could not have been more convenient. Just log in with your user ID

and password and make banking a hassle-free routine. For details, or for the

list of transactions that you can do online,.

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If you have forgotten your Internet Banking password or user ID and wish to

access your high interest savings account .

Customer Care

Our 24-hour Customer Care is always available to answer any query or take

your instructions..

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Mobile Banking

Transferring funds or getting to know your balance is as easy as sending an SMS. For

details on Mobile Banking ,

Standing Instructions

ICICI Bank accepts and supports Standing Instructions. You dont have to worry about

the chore of carrying out a routine transaction. Just set up a Standing Instruction and

leave it to us to manage.

Nomination Facility

You may nominate a person as beneficiary to your account proceeds.

Bank@Home

A new banking service that allows you to order cash deposits and withdrawals from

home. The service includes cash / cheques deposits and cash/DD/PO delivery at home.

For details, please

DD Call and CollectDont waste even a minute in a queue to collect a Demand Draft or Pay Order. On the

way to the branch, just call Customer Care, provide details of the DD to be prepared and

collect it ready and signed at the branch! For details

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'Life Plus' Senior Citizen Services

ICICI Bank brings you the following benefits along with your new 'Life Plus' SeniorCitizen account

Designated Senior Citizen Desk Higher Interest Rates on Term Deposits Demand Loans against your deposit Free collection of outstation cheques drawn on any ICICI Bank location Special Senior Citizen 'Life Plus' Debit card Money Multiplier Facility Anywhere Banking Internet Banking Customer Care Nomination Facility, and more

All branches of ICICI Bank now have a Senior Citizen Desk to provide special attention

to Senior Citizens (above 60 years). This desk is exclusive and services only Life Plus

customers.

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Demand Loans against your deposit

You can take a loan against your deposit.

Free collection of outstation cheques drawn on any ICICI Bank location

Stay where you are and we will pick up your outstation cheques for you.

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Young Stars

Banking can be fun!

At Young Stars , we will guide your child through the world of banking - from checking

the childs savings account balance to guiding through fun zones and special pages on the

Internet Banking channel. It makes banking a pleasure and teaches your child to manage

his or her personal finances through a savings account .

You can transfer pocket money into your child's account. You can even shop with him /

her at Young Stars Shopping Page. You can also 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.

Key Features

Open a Kids Savings Account , Fixed Deposit or a Recurring Deposit . The minimum average balance for a Savings Account Is Rs.2,500 Free personalized Cheque Book Internet Banking Free International Debit Card* Daily withdrawal and spends of up to Rs.2,500 Transfer Funds Facility

Debit Card is issued only on request Eligibility

ICICI Bank Young Stars Account is a banking service for children in the age group

of 1 day-18 years. It is essential for the parent/guardian to also hold an account with

ICICI Bank. In event of the parent/guardian not holding an ICICI Bank Savings Account ,

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both the accounts ( parent's Saving Account and Young Star Account ) can be

simultaneously opened

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Fixed Deposit

Wide range of tenures Choice of investment plans Partial withdrawal permitted Safe custody of fixed deposit receipts Auto renewal possible Loan facility available

Features

You can deposit any amount of money in our Fixed Deposit for as long as you wish

between 15 days to 10 years.

All fixed deposits come with a set choice of investment plans. Fixed Rate Deposit

accounts also provide Fixed Loans . Re-investment Fixed Deposit rates do not change

but work like a Recurring Debit Account transaction. In other words, Re-investment

Plans are compounded over traditional deposits and hence are more lucrative over different time periods.

Benefits

Fixed Deposits at ICICI Bank comes with nomination facility. We also offer online

access to your Fixed Deposits through our Internet Banking channel. Internet Banking at

ICICI Bank allows you to connect your Credit Card , Loan and your Fixed Deposit with

your savings account .

In re-investment deposits, the interest is compounded quarterly and reinvested with the

principal.

Traditional term deposits provide tax shelter and shield you from factors affecting fixed

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Recurring Deposit

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.

Let us help you in processing your recurring payment through our recurring billing

software that keeps track of your investments with us. This can be easily availed of

through a recurring account online that comes with letting us serve you through Internet

banking. You may even transfer funds through Internet banking into your recurring

account . A recurring account transfer gets done in seconds through Internet banking.

Features

With our recurring deposits you can avail a host of facilities with ICICI Bank. You may

check on recurring account receivable , recurring account payable, recurring

account fees and all recurring debit account transactions .

A recurring deposit account with ICICI Bank allows you a loan against the deposit. Our

new recurring deposit account also has a special feature Non-applicability of Tax

Deduction at Source (TDS).

The minimum balance of deposit is Rs.500 per month and thereafter in multiples of

Rs.100. The tenure ranges from 6 months to a maximum period, recurring deposit of 3

months thereafter.

The recurring deposit also comes with a nomination facility.

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Loans

ICICI Bank offers wide variety of Loans 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 our loan

product and provide your details online and our representative w ill contact you for getting

loans.

Best Deals on Home Loan for You

We, at ICICI Bank Home Loans , offer unbeatable benefits to ensure that you get the best

deal without any hassles.

As one of the leading home loan provider , ICICI Bank understands how special

building a new home is for you and our Home Loan help you lay the foundation for your

dream home.

ICICI offers you the most convenient home loan plans to suit your needs. With so many

attractive features in every type of home loan we offer, creating the home you alwayswanted is no longer a distant dream. Some of our key benefits are:

Guidance through out the process Home loan amounts suited to your needs Home Loan tenure upto 20 years Simplified Documentation Doorstep Service Attractive interest rates Sanction approval without having selected a property. Free Personal Accident Insurance (Terms & Conditions) Insurance options for your home loan at attractive premium

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No matter what the requirement, we have an appropriate plan for you.Get the best deals,

and finance your perfect home , only from ICICI Bank.

Changes in Floating Reference Rate (FRR)

Interest rate on ICICI Bank Home Loans is linked to the ICICI Bank Floating Reference

Rate (FRR/PLR). ICICI Bank FRR has been reduced by 50 basis points (i.e. 0.50%) with

effect from June 04, 2009. Thus the FRR has been reduced from 13.25% to 12.75%.

ICICI Bank PLR has also been reduced by 50 basis points (i.e. 0.50%) with effect from

June 04,2009. Thus the PLR has changed from15.25% to 14.75%.

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Personal Loans for all your financial needs

Thinking of renovating your house? Yearning to buy a new Laptop? Need financial

assistance with marriage related expenses or your child higher education? An ICICI Bank

Personal Loan is your One-stop-shop for all your financial needs to fulfill any of your

desires.

Key Benefits of ICICI Bank Personal Loan :

Loan up to 15 lacs

No security/guarantor required

Faster Processing

Minimum Documentation

Attractive Interest Rat es

12-60 Months repayment options

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ICICI Personal Loans is provided only to an existing ICICI Bank

customer.

With the "Loan on Phone" facility, it is possible to secure a loan even without having to

visit your bank branch. If you have been an ICICI Bank customer for the past 9 months,

you might have a pre-approved loan offer waiting for you. All you need to do is :

Login to icicibank.com using your user ID and password and know your offer

Speak to our phone banking officers and quote your relationship number. For

phone banking numbers

Walk into any ICICI Bank branch

ICICI Bank may, at its sole discretion, utilise the services of external service provider/s or

agent/s and on such terms as required or necessary, in relation to its products

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The Most Preferred Financier for Car Loans in India

New Car

Turn your dream into reality. Own that new car you have always desired, with a little help

from us. We offer loans up to 90% of the ex-showroom price of the car. Our interest rates

would pleasantly surprise you. What's more, you can take up to 5 years to repay the loan.

Worried about paperwork? Relax. The process for getting a loan involves only a few

simple steps and we will tailor-make the loan to suit your needs.

1

.

Loan on the Strength of Your Income: Submit income proofs

as required and avail finance up to 90% of the ex-showroom

price of the car.*

2

.

Car Loans with Fixed Interest Rates: ICICI Bank offers new

car loans with fixed rate option only.

Disclaimer:

"ICICI Bank may, at its sole discretion, utilise the services of external service provider/s

or agent/s and on such terms as required or necessary, in relation to its products"

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Commercial Vehicle Loans

Reaches you through more than 175 locations across the country.

Range of products under one umbrella.Funding for trucks, buses, tippers, light commercial vehicles, pick ups and small

commercial vehicles.Products include funding for new vehicles, refinance on used vehicles, top up on

existing loans.Preferred financier status with all leading manufacturers.Simple documentation.Quick turn around time.Flexible financing solutions to meet the individual requirement.

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Cards

ICICI Bank offers a variety of cards to suit your different transactional needs. Our range

includes Credit Cards, Debit Cards and Prepaid cards. These cards offer you convenience

for your financial transactions like cash withdrawal, shopping and travel. These cards are

widely accepted both in India and abroad. Read on for details and features of each.

ICICI Bank Signature Credit Card

ICICI Bank

Singapore Airlines

VISA Platinum Credit Card

ICICI Bank Platinum Credit Card

ICICI Bank

British Airways American

Express Credit Card

ICICI Bank Titanium

Credit Card

ICICI Bank Future Gold

Credit Card

ICICI Bank

HPCL Gold Credit Card

ICICI Bank

Preferred Credit Card

ICICI Bank 41
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Instant Credit

Card

ICICI Bank

Classic Credit

Card

ICICI

Bank

Affinit

y

Credit

Card

ICICI

Bank

Value

for

Mone

y

Cards

ICICI Bank

EMI Credit Card

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BUSINESS CARD

The ICICI Bank Business Card is aimed at SMEs as an enabler for their business.

The Business card is a smart alternative to cheques, cash, and personal credit cards. With

its purchasing convenience, cost savings, available credit, and detailed reporting facilities,

the ICICI Bank Business Credit Card offers what your business needs to stay on top.

ICICI Bank Classic Business Card

Smarter Money Management

You can now use your business card to pay for your office furniture, computer

peripherals, stationery or business travel. This earns your business upto 48 days of

interest-free credit and helps you manage your money better.

Instant Business LoanWe understand that a business may require urgent funds at times. We offer you

several facilities to enable business continuity with convenience. Cash Withdrawal facility With ICICI Bank Business Card you have the

option to withdraw cash upto 20% of your credit limit. Dial a Draft facility Get a demand draft made and delivered to your

doorstep for a nominal charge. Flexi repayment option Pay minimum amount due of 5% of total amount

due and carry forward the outstanding amount for a nominal interest

charge.

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Great savings and discounts

Save on your business expenses by taking advantage of our exciting

ongoing discounts on office supplies, restaurant bills, air tickets, business

services, corporate gifts and lifestyle items. Fuel Surcharge waiver of 2.5% across select HPCL petrol pumps. Nominal interest of 3.40% monthly on the extended credit.

Earn Rewards while you spend

Our powerful Xpress Rewards program ensures that you get the best value for

your money not only when you earn your points but also when you redeem them.

You can earn upto 5 points per Rs 100 you spend and redeem your points against

a wide range of office supplies, dinner vouchers, fuel vouchers, personal

accessories or gift items. Utility Bill Payment

Use your Business Card to pay off your utility Bills on time conveniently. Mobile and e-mail alerts

Register for Mobile and e-mail alerts to receive your payment due date reminder

and credit card statements in your inbox. The statements are e-mailed well before

the payment due date, allowing you sufficient time to plan your investments.

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Key Features

Bulk uploading and reloading facility

You can upload and reload any number of cards at any time unlike with cheques,

which need to be signed and distributed to each employee separately.

Web-based MIS

You can check all the transactions and spends of the cardholders online, which

gives you the advantage of better tracking of their accounts.

Instant SMS alerts on every upload

We also provide a facility where the cardholder receives an SMS alert on his

mobile phone whenever money is uploaded onto the card.

24x7 Customer Care assistance

ICICI Bank has created a dedicated helpline number that remains active 24x7. So

be it a balance inquiry, lost-card reporting or activating the replacement card, this

number remains available for your help anytime.

Acceptance across more than three lac merchant outlets

The card can be used to withdraw cash from any ICICI Bank ATM and to shop at more

than three lac merchant outlets. Also you can visit our website, www.icicibank.com, to

get information on the ongoing merchant offers and discount offers

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ICICI Bank Travel Cards

The ICICI Bank Travel Card has made travel abroad convenient and safe. Available in

US Dollars, Australian Dollars, Canadian Dollars, Swiss Francs, Euros and Pound

Sterling, the International Traveler gets the widest of the choices. Some of the powerfulfeatures are Replacement Card (part of kit), SMS alerts for every transaction, online

access both to customers and corporate, card useable over the Internet etc. making travel

totally hassle-free.

The ICICI Bank Travel Card is a powerful new concept for international travelers: a

prepaid card that you can buy using Indian rupees, and withdraw in any local currency

in the world.

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Debit Cards

Combining the wide acceptability of a credit card and the thoughtful prudence of an

ATM card, the ICICI Bank Debit Card is the most convenient accessory for you. No

more fear of overspending. No more searching for the nearest ATM. Only more comfort

and convenience!

Cashless Spending!

This debit card enables instant on-line debit to your ICICI Bank account. Every time you

swipe your card at restaurants, shops, petrol pumps, multiplexes, etc., the amount that you

have spent is debited to your account. Enjoy cashless shopping, dining, travelling etc

Use Online Safely! Now you can use your VISA Debit Card online to shop, buy airline and movie tickets,

pay bills and all of this from the convenience of your home or office. To ensure that your

money stays safe, we have added a second level of security for online usage of your card

in addition to card details, you also need to enter your Internet Banking User ID and

Password to complete the transaction . Your VISA Debit Card can only be used on

websites which are secured by Verified by VISA. To register your card on Verified by

VISA, please. In case you do not have an Internet Banking User ID and password please

Lost Card Protection

Card is safer than cash! Feel safe even in the event of losing your card!! All you need to

do is to call our 24-hour Customer Care , and a new card would be issued to you within

a week. You are protected from any financial liability arising from any purchase

transaction made on your lost card. This insurance is valid only on non-cash transactions

made at merchant outlets within 30 days prior to the date of reporting.

Countrywide Acceptance!

Your debit card is accepted at over 3.5 Lakh merchant establishments in India i.e.restaurants, department stores, grocery stores, petrol pumps, etc. Besides, you can use it

conveniently at more than 3,000 ICICI Bank ATMs and more than 18,000

VISA/MasterCard ATMs all over India.

Worldwide Acceptance!

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Travel the world and enjoy the freedom of using your debit card . This debit card gives

you access to over 24 million shops and 1 million Visa ATMs all over the world, giving

you the freedom of payment anywhere in the world.

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Investments

At ICICI Bank, we care about all your needs. Along with Deposit products and Loan

offerings, ICICI Bank assists you to manage your 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 Corporates Investment in "Pure Gold" Foreign Exchange Services Senior Citizens Savings Scheme, 2004

You can invest in above products through any of our branches. For select products ICICI

Bank also provides the ease of investing through electronic channels like ATMs and

Internet (ICICIdirect.com)

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Online Services

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No online registration required to pay your bills.

Settle your bills with the help of Quick Pay, a smart way to pay your utility bills

online. Pay your Electricity, Telephone, Mobile bills and a lot more from the

convenience of your home through Internet Banking. Avail this service without

registering. Also, this service is free for all ICICI Bank customers.

Why be in line, when you can be ONLINE?

No more hassles of personally visiting the Biller to paythe bills.Pay your bills for Utility Companies (Electricity

and Telephone), ICICI Bank Credit Card, Mobile bills,

Insurance Premiums and lot more.Avail our Free bill

payment services through your Internet Banking

Account .

Tie-up with all major shopping sites

Shopping at your fingertips. ICICI Bank facilitates

you to buy variety of products online from more

than 75 shopping websites. Payment can be made51
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What is Loan?

A Loan is an arrangement by which a bank or other lender gives money to a borrower,

who is contractually obligated to repay the money lent, along with interest. Loans are

typically repaid in increments over a period of time. The increments are usually of one

consistent prearranged amount arid arc paid monthly, though some lenders may allow a

bi-monthly or quarterly repayment schedule. There arc dozens of different types of loans

in common use, each of which has uses and features particular to it.

What is interest?

Interest is the fee a lender charges a borrower for a loan; usually an annual percentage of

the amount borrowed. The Interest Rate is the amount of interest owed per year divided

by the amount borr owed. For insta nce, if you must pay $5 on a loan of $100 which you

for a term of one ye ar, the interest Kate is 5 percent. Adjustable Interest Kates

Change periodically , usually due t o variations in an outside indicator, such as the prime

interest rale, which is controlled by the Federal Reserve Board and fluctuates with

changes in the United States economy.

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Definitions of Personal Loan

"An amount of money borrowed from a bank or other lender by an

individual.

"A loan based on a consumer's income, debt and credit history."

"Money lent to an individual by a financial institution for a specific personal

purpose except buying a house. One main difference between a personal loan

and a home loan is that most personal loans arc unsecured."

"A loan obtained by an individual for personal (as opposed to business or investment) purposes. A personal loan may or may not be secured. Also called

consumer loan or consumer credit."

"A loan that establishes consumer credit that is granted for personal use;

usually unsecured and based on the borrower's integrity and ability to pay"

Need a quick and easy way to get some extra cash? Are you thinking about

doing some remodeling on your home? Want to go on a cruise? Feel likehelping your kid with college costs or want to pay off some credit card debt?

You can do that with a personal loan.

Personal loans are also known as consumer loans. With a personal loan you

can use the money for just about anything. Personal loans are a great way to

acquire some quick cash without going through a lot of hassles. The amount of

a personal loan that can be borrowed depends on which type of loan you get. It

also depends on your credit status and possibly if you have any collateral

Two Common Types of Personal Loans

Unsecured Personal Loans are loans that do not require any type of collateral

to qualify. These loans may have higher loan rates associated with them, and

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usually the amount of the loan is less than a secured loan. This type of loan is

great when you need cash quickly or when you are in trouble.

The other type of personal loan is a secured loan. With a secured loan the

lender usually requires some type of collateral. This helps protects the lender

in case you should fault on the loan. The secured loan normal provides a lower

interest rate than the unsecured loan and the borrowed amount is usually larger

than the unsecured loan.

There are many other factors that you should consider when applying for a

personal loan. Depending on your needs, a secured or unsecured personal loan

may be what you need.

General Features of ICICI Personal Loan

Loans for salaried & self employed individuals.

Loans are available from Rs. 20,000 to Rs. 10 Lacs.

Repayment tenures from 12-60 months.

No Security, Collateral or (Guarantors required).

Loans can fee used for any purpose with no questions asked regarding the end useof the loan.

A balance transfer facility available for those who want to retire any higher debt.

All loan repayments are done via equated monthly installments (EMI).

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RESEARCH METHODOLOGY

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Research Methodology

Data sources - Primary

Research technique - survey

Research instrument - questionnaire

Type of Questionnaire - Open & Closed e nd

Sample size - 120 respondent (20 non rep)

Contact method - personal

Sampling Procedure

On the representation basis, the sample may be probability sampling or it may be non-

probability sampling.

Probability sampling: - Probability sampling is also known as Random sampling or

Chance sampling. Under this sampling design, every item of the universe has an equal

chance of inclusion in the sample. (i.e., once an item is selected for the sample, it cannot

appear in the sample again.

Non Probability sampling: - Non probability sampling is also known by different

names such as deliberate sample, purposive sampling and judgment sampling. In this type

of sampling, items remain supreme.

Non-Probabilistic Sampling procedure is adopted for the Project

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Collection Of Data

It dealing with any real life problem it is often found that data at hand are inadequate and

hence, it becomes necessary to collect data that are appropriate. There are several ways of

collecting the appropriate data which differ considerably in context of money costs, time

and other resources at the disposal of the researcher.

Primary data:-

Primary data can be collected either through experiment or through survey. If the

researcher conducts an experiment, he observes some quantitative measurements, or the

data, with the help of which he examines the truth contained in his hypothesis, But in the

case of survey, data can be collected by any one or more of following ways.

(i) By observation:

(ii) Through personal interview:

(iii) Through telephone interview.

(iv) By questionnaires:

(v) Through schedules:

(vi) Other method:

Secondary data:-

Secondary data means data that are already available i.e., they refer to the data which

have already been collected and analyzed by someone else. when the researcher utilizes

secondary data, then he has to look into various sources from where he can obtain them.

Secondary data may either be published data or unpublished data. Usually published dataare available in (a) various publication of central, state are local governments, (b)

technical and trade journals (d) books, magazines, and newspaper. (e) Reports and

publications of various associations connected with business and industry, bank stock

exchange (g) Public record, and statistics, historical documents, and other sources of

published information like website of industry or company.

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Data Analysis

&

Interpretations

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1. Do you have the any Account in ICICI Bank.

Yes No

75%

25%

Yes No

Respondent who doesnt have any business does not like to open account in

ICICI bank that is why only 25% people are there and 75% like to open an

account in ICICI bank because of its faster service & facility.

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2. Which type of Account you have opened?

A) Roaming Current Account 2) Made 2 order current Account

60%

40%

Roaming Current Account Made 2 order current Account

Respondent prefer roaming account because businessman like to travel a

lot for the business purpose.And in Bhagalpur I basically found that customers of ICICI Bank are mostly Businessman.

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3. Are you satisfied with ICICI Bank

Yes No

80%

20%

Yes No

Yes 80% of respondent are satisfied with the service provided by

ICICI bank.

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4. IF yes then what are the good points you like in ICICI Bank

A) Anywhere Banking

B) Multi City Cheque which works as Demand Draft

C) Banking hours (from 8 am to 8 pm)

D) Electronic fund transfer facility

E)The private no-1 bank in India

25%

25%25%

25% 0%

Anywhere BankingMulti City Cheque which works as Demand Draft

Banking hours (from 8 am to 8 pm)

Electronic fund transfer facility

The private no-1 bank in India

Respondent like the most anywhere banking facility of ICICI bank and

equal percentage to every facility but they are not focusing that ICICI has rankedno 1 in private banking sector.

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5. Is your account is in ICICI Bank, if yes ,then how many accounts?

One Two Three

60%30%

10%

One Two Three

Respondent most likely to open an account in ICICI bank because a

minimum balance of 5200Rs is to be maintain.

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6. Are you aware about ICICIs all products and its facilities?

Yes No

30%

70%

Yes No

All the respondent not know each & every product of ICICI bank but they

have partially more knowledge then other people.ICICI Bank providestimely knowledge about their new services to their existing customers.

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7. Why ICICI Bank is famous for?

A) Services B) ATM

C) Facilities D) Its Name

E) Trust

30%

30%

20%

10%10%

Services ATM Fac ilities It s Name Trus t

ICICI is mainly famous for its faster services then other banks after that its ATM

facility and then other things matter like facilities , its name & trust.

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8. How do you feel about ICICI Bank?

A) Excellent B) Good

C) Average D) Bad

20%

30%40%

10%

Excellent Good Average Bad

Mostly respondent have their own perception about everything but in case of

ICICI bank they have an average feeling about the bank because the need o people

cannot be satisfies at all level.

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9. How long you have been attached with ICICI bank?

A) Less than one month

B) Six months

C) One year

D) More than one year

9%

18%

32%

41%

Less than one month Six months

One year More than one year

In Bhagalpur , as shown in the pie chart the people attached with ICICI Bank

found 41% more than one year and 18% from six months, 32% from one year

and rest 9% less than one month .

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10. How do you compare ICICI Bank with other Banks ?

In Bhagalpur people mostly(40%) prefer SBI Bank, secondly ICICI Bank(30%)

thirdly axis bank is liked (with 20%) & at last position it is HDFC Bank(10%) .

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FINDINGS

After making observation of data collected in summer training, it is clear that:

ICICI Bank provides Varieties of services like ATM, anywhere banking etc.

ICICI Bank is trying to reach to each segment of customer & by this they are

trying to lure more customers.

ICICI Bank is trying to attract the customer with its special features i.e; bankinghours, fast transition rate, money transfer from one city to another city.

The customer want to increase the number of ATMs and more branches of ICICI

Bank in the rural as well as the hilly areas like kullu, Manali, Kashmir, Shimla,

and many more.

The customers are not satisfied by the non maintenance charges on current

account.

Most existing customers are satisfied by the services of ICICI Bank.

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SUGGESTION AND RECOMMENDATION

According to me there are few weaknesses of ICICI Banks current account and

also with the other products of ICICI Bank which the company need to

overcome.

At the time of opening of current account in ICICI Bank , customer has to face

lot of documentation process, so bank need to reduce this documentation process.

The new customers cannot open their account in ICICI Bank because for

documentation process they should have at least one account in other bank . So I

want to suggest that please change this process.

Trust level of new customers towards the Private bank is very low it has to beenhance.

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LIMITATIONS

Unwillingness of the respondent to give some time to talk and even give any sort

of information.

It is not possible for an ordinary person to maintain the minimum balance of

Rs.5000 in saving account.

It was found that many of the respondents did not have any knowledge of the

products of ICICI Bank.

8-8 working hours load to the employees degradation on employees efficiency.

Not widely spread over the rural part .

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CONCLUSION

At present, banking sector is a booming sector, because each and every people

try to invest their money in banks to get some good returns. Since in the

banking sector. The risk is less so even the common people want to invest

more and more.

Banks are convenient way by which mainly the businesses are dealing their

business for easy transaction of their money. Bank helps them to provide

financial support, i.e. loan requirement to businessman.

Nowadays due to competition bank mainly focus on increase in the service to

the customer. In this service sector ICICI Bank stand at the top most among

all.

Conclusion of the survey

During the survey; I found the following:-

80% of the customer was attached with ICICI Bank and 20% of the customer did not like due to its complex process.

Businessman are attaching day by day with ICICI bank due to its better

service,

Even though they have already current account in other bank.Some of the

businessman wants to open current account in ICICI Bank, but due to lack of

branches in certain rural and hilly area like J&K and Himachal Pradesh, they

cannot open the account and are facing problem.

Existing customers of Bhagalpur are satisfied with ICICI Bank.

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.

Bibliography

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Bibliography

Kotler.Philip, Marketing management, 2007, P earson Education Inc.

publications.

Kanuk & Schiffman, Consumer Behavior, 2007, Pearson Education Inc.

publications

C.R. Kothari, Research Methodology, 2008, New Age Publications

Website : www.icicibank.com

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Annexure

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Questionnaire

Name

Address:..

Contact No

Gender ..

1. Do you have the any Account in ICICI Ba nk.

A) Yes B) No

2. Which type of Account you have opened?

A)Roaming Current Account

B) Made 2 order current Account

3. Are you satisfied with ICICI Bank

A) Yes B) No

4. IF yes then what are the good points you like in ICICI Bank

A) Anywhere Banking

B) Multi City Cheque which works as Demand Draft

C) Banking hours (from 8 am to 8 pm)

D) Electronic fund transfer facility

E) The private no-1 bank in India

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5. How many accounts do you have in ICICI Bank?

A) One B) Two C) Three

6. Are you aware of ICICI all products and its facilities ?

A) Yes B) No

7. ICICI Bank famous for its

A) Services B) ATM

C) Facilities D) Its Name

E) Trust

8. How you feel about ICICI Bank

A) Excellent B) Good

C) Average D) Bad

9. How do you compare ICICI Bank with other Banks?

10. Any suggestion for ICICI Bank

.

Documents

SIP of Ashish-2010