Project Carried out in:

AC NIELSEN PVT.LTD

Presented By :Komal Ahirrao

Roll no 3Marketing

INDUSTRY & COMPANY OVERVIEW

• MEDIA INDUSTRY

• FICCI FRAMES 2014: Indian Media Industry Contributes 0.5% Of GDP

• NIELSEN IS Founded IN 1923

• NIELSEN Headquarter : New York City, USA

• Revenue : $5.703 billion (2013)

• Net income : $736 million (2013)

• Employees : 40,000 (2013)

Major Players

Title :“STUDY ON CUSTOMER

SATISFACTION TOWARDS CORPORATE SERVICES

PROVIDED BY ICICI BANK”

OBJECTIVES• To understand the customer’s satisfaction level of the

customers of different services offered by ICICI Bank.• To identify the major attributes of customer satisfaction.• To study customer perception about ICICI BANK Ltd.• To identify and study the various ways of ensuring

customer satisfaction • To identify the major attributes of customer satisfaction.• To study the various ways of ensuring customer

satisfaction adopted by ICICI BANK.

IMPORTANCE OF THE PROJECT

• To provide the new ideas and trends to capture the untouched market.• This research will help the organization to optain new strategies for

the marketing in the newer places.• This research will help the organization to make huge sales of the

products of banks.• It will help the industry to sustain in the banking industry through

different competitive advantage. • To bridge the gap between theoretical learning and practical

happening within the industry.• To get the better knowledge of the industry so as to understand the

newly market very closely.

Methodology adopted

• Sample Design: The population considered for survey are companies who are having corporate account in ICICI

• Data Collection Techniques: Primary Data : Questionnaire

• Sample Size: 50 respondents

CORPORATE SERVICES OFFERED

Transaction Banking Loan Syndicationo Project Financeo Corporate Term Loanso Working Capital Loanso Acquisition Finance, etc. Sell Downo Asset-Backed Securities (ABS)o Mortgage-Backed Securities (MBS)o Corporate Loan Sell-downo Direct Loan Assignment Buyouts Cash Management Services Global Trade Services Forex services

DATA ANALYSIS AND INTERPRETATION

• ICICI Bank’s responsiveness:

• majority of the respondents rated 2 (Satisfied)

• The weighted mean is 2.56. This supports the statement that respondents are moderate for responsiveness of ICICI bank in dealing with them.

• This means that majority of the respondents rated 2 (Satisfied).

• The weighted mean is 2.84.This supports the statement that respondents are moderate in case of technical competence of bank staff.

• This means that majority of the respondents rated 2 (Satisfied).

• The weighted mean is 2.6.This supports the statement that respondents are satisfied regarding quality and performance as far their needs and expectations are concerned.

• This means that majority of the respondents rated 2 (Satisfied).

• The weighted mean is 2.56.This supports the statement that respondents are moderate for the rate at which their complaints are resolved.

• This means that majority of the respondents rated 2 (Satisfied).

• The weighted mean is 2.84.This supports the statement that respondents are moderate by competitiveness of services provided by ICICI bank

FINDINGS• Online Services: • Advanced Infrastructure: • Friendly Staff: • 12 hrs. Banking services: • Other Facilities to the Customers & Employees

• High Bank Service Charges• Less Credit Period: • Competition: • Net Services• Decentralized Management• No Proper Facilities to Uneducated customers:

SUGGESTION & RECOMMENDATION

• Internet security• Website updation• Increase in percentage of Returns on

increase• Recruit professionally guided students• Associate with social cause• Reduce the service charges

THANK YOU!!!!!!