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CUSTOMER SATISFACTION
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BBDNIIT Page 1
Project Report
On
CUSTOMER SATISFACTION
CORPORATE GUIDEFACULTY GUIDE
Submitted in Partial Fulfillment of the requirement of
Submitted By Akanksha Singh
MBA 2ND
YEAR
Batch- 2014 - 2016
BBDNIIT
BBDNIIT Page 2
Acknowledgements
If words are considered to be signs of gratitude then let these words Convey the
very same My sincere gratitude to ICICI BANK for providing me with an
opportunity to work with BANK and giving necessary directions on doing this
project to the best of my abilities.
I am highly indebted to MR. RAGHUVANSHI (RM) company project guide,
who has provided me with the necessary information and also for the support
extended out to me in the completion of this report and his valuable suggestion
and comments on bringing out this report in the best way possible.
I also thank Prof. SMRITI SHRIVASTAVA, who hassincerely supported me
with the valuable insights into the completion of this project.
I am grateful to all faculty members of C-Mat and my friends who have helped me
in the successful completion of this project.
BBDNIIT Page 3
CONTENTS
Sr. No. Subject Covered
Page No.
1 Acknowledgements
2 Executive Summary
3 My Project Objective
4 Banking Structure in India
5 Introduction
6
History of Banking in India
7
Bank In India
8 Fact Files of Banks in India
9 Indian Banking Industries
10 ICICI Bank
11 ICICI Group
12 Technology used in ICICI Bank
13 Product and Customer segments
11 Product
14 SWOT Analysis
15
Research Methodology
16
Company Efforts To Ensure Customer
Satisfaction
BBDNIIT Page 4
17 Data Analysis
18 Comparison With SBI
19 SWOT Analysis(comparative)
20
Questionnaire
21
Finding
22 Suggestion
23 Conclusion
24
Bibliography
BBDNIIT Page 5
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-à-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 80’s 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.
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.
BBDNIIT Page 6
Research 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.
BBDNIIT Page 7
BANKING STRUCTURE IN INDIA
Scheduled Banks in India
(A) Scheduled Commercial Banks
Public sector
Banks
Private sector
Banks
Foreign Banks
in India
Regional Rural
Bank
(28) (27) (29) (102)
Nationalized
Bank
Other Public
Sector Banks
(IDBI)
SBI and its
Associates
Old Private
Banks
New Private
Banks
(B) Scheduled Cooperative Banks
Scheduled Urban Cooperative
Banks (55)
Scheduled State Cooperative
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 newprivate sectorbanks.Thesenew bankshave brought in state-of-the-art
technology andaggressively marketed their products. The Public sector banks are
facing a stiff competition from thenew private sector banks.
The banks which have been setup in the 1990s under the guidelinesof the
Narasimham Committee are referred to as NEW PRIVATE SECTOR BANKS.
BBDNIIT Page 8
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.
BBDNIIT Page 9
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.
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.
BBDNIIT Page 10
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,
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.
BBDNIIT Page 11
During those day’s 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.
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 information’s are talked
BBDNIIT Page 12
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.
Major Banks in India
ABN-AMRO Bank
Abu Dhabi Commercial Bank
American Express Bank
Andhra Bank
Allahabad Bank
Bank of Baroda
Bank of India
Bank of Maharastra
Bank of Punjab
Bank of Rajasthan
Bank of Ceylon
BNP Paribas Bank
Canara Bank
Catholic Syrian Bank
Central Bank of India
Centurion Bank
China Trust Commercial Bank
Citi Bank
City Union Bank
Corporation Bank
Indian Overseas Bank
IndusInd Bank
ING Vysya Bank
Jammu & Kashmir Bank
JPMorgan Chase Bank
Karnataka Bank
KarurVysya Bank
Laxmi Vilas Bank
Oriental Bank of Commerce
Punjab National Bank
Punjab & Sind Bank
Scotia Bank
South Indian Bank
Standard Chartered Bank
State Bank of India (SBI)
State Bank of Bikaner &
Jaipur
State Bank of Hyderabad
State Bank of Indore
State Bank of Mysore
State Bank of Saurastra
BBDNIIT Page 13
Fact Files of Banks in India
The first, the oldest, the largest, the biggest, get all such types of information’s
about Banking in India in this section.
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 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) andHooghlyBank
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
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Bank of Baroda
Bank of India
Bank of Maharastra
Canara Bank
Central Bank of India
Corporation 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
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
BBDNIIT Page 15
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.
BBDNIIT Page 16
INDIAN BANKING INDUSTRY
The Indian banking market is growing at an astonishing rate, withAssets expected
to reach US$1 trillion by 2010. An expanding economy, middle class, and
technological innovations are allcontributing to this growth.
The country’s 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 allcontributing 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 bankingproducts and services. Banks are
now realizing the importance of being a big player and are beginning to
focus their attention on mergers and acquisitions to take advantage of
economies of scale and/or comply with Basel II regulation.―Indian banking
BBDNIIT Page 17
industry assets are expected to reach US$1 trillion by 2010 and are poised to
receive a greater infusion of foreign capital,‖ says PrathimaRajan, analyst in
Celent's banking group and author of the report. ―The banking industry should
focus on having a small number of large players that can compete globally rather
than having a large number of fragmented players."
Type Private, BSE & NSE, NYSE
Founded
1955 (as Industrial credit and
Investment corporation of
India)
Headquarters
ICICI Bank Ltd.,
ICICI Bank Towers,
BandraKurla
Mumbai, India
Key people
N Vaghul, K.V. Kamath,
ChandaKochhar, V
Vaidyanathan, MadhabiPuri
Industry
Banking
Insurance
Capital Markets and allied
industries
Products Loans, Credit Cards,
Savings, Investment vehicles,
BBDNIIT Page 18
Insurance etc.
Revenue ▲ USD 5.79 billion
Total assets Rs. 3,997.95 billion (US$
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.1,13,070crores, since inception.
ICICI Bank Fact Files:
Total assets: Rs.146,214crore (December 31, 2004)
Network: 530 branches
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.
BBDNIIT Page 19
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.
BUSINESS OBJECTIVES
Vision
To be the leading provider of financial services in India and a major global bank.
Mission
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 India’s potential.
maintain a healthy financial profile and diversify our earnings across
businesses and
geographies.
Maintain high standards of governance and ethics.
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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 acrossmajor stock markets of world.
Customer
ICICI bank targets all segment of customer with various types of products and
services. I interacted with aa 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.
BBDNIIT Page 21
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
Act to protect the interests of ICICI bank, its affiliates, or its members,
constituents or of other persons.
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
BBDNIIT Page 22
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. 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
Central Bank of India
Corporation Bank
Dena Bank
IDBI Bank
Indian Bank
Indian Overseas Bank
Oriental Bank of Commerce
Punjab & Sind Bank
Punjab National Bank
Syndicate Bank
BBDNIIT Page 23
UCO Bank
Union Bank of India
United Bank of India
Vijaya Bank
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.
BUSINESS OBJECTIVES:
Vision
To be the leading provider of financial services in India and a major global bank.
Mission
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-
classservice.
BBDNIIT Page 24
expand the frontiers of our business globally.
play a proactive role in the full realisation of India’s potential.
maintain a healthy financial profile and diversify our earnings across
businesses andgeographies.
maintain high standards of governance and ethics.
contribute positively to the various countries and markets in which we
operate.
create value for our stakeholders.
CUSTOMER
ICICI bank targets all segment of customer with various types of products and
services. I interacted with aa 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 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
Act to protect the interests of ICICI bank, its affiliates, or its members,
constituents or of other persons.
BBDNIIT Page 25
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.
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.
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
BBDNIIT Page 26
able to deliver satisfactorily.Overall, I would say it’s 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.
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.
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
BBDNIIT Page 27
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
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.
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.
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. KalpanaMorparia
Shri M.P. Modi
Mr. John Caouette
ShriS.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. MadhaviSoman, Chief - Strategic Initiatives
Mr. V. Rajagopalan, Appointed Actuary
Mr. SandeepBatra, Chief Financial Officer & Company Secretary
Mr. Saugata Gupta, Chief - Marketing & Service
Mr. Shubhro J. Mitra, Chief - Human Resources
BBDNIIT Page 28
Corporate Office:
ICCI Prulife Towers,
1089, AppasahabMaratheMarg,
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 Investmentmanagement. Lombard Canada Ltd, a group company of Fairfax
Financial 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
MrDileepChoksi, Director
Mr James F Dowd, Director
MsLalita D Gupte, Director
MsKalpanaMorparia, Director
Mr S Mukherji, Director
MrChandranRatnaswami, Director
Mr H N Sinor, Director
MrSandeepBakhshi, Managing Director & CEO
Audit Committee
Mr. S Mukherji, Chairman
Mr. DileepChoksi, Director
BBDNIIT Page 29
Mr. James F Dowd, Director
Mr. H.N. Sinor, Director
Investment Committee
Mr. ChandranRatnaswami, Chairman
Ms. KalpanaMorparia, Director
Mr. SandeepBakhshi,, Managing Director & CEO
Mr. S Gopalakrishnan, Head – Investments
Mr. Rakesh Jain, Head-Finance & Accounts
Mr. Liyaquat Khan, Appointed Actuary
Board Governance Committee
Ms. KalpanaMorparia, Chairperson
Mr. ChandranRatnaswami, Director
Mr. H. N. Sinor, Director
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.
BBDNIIT Page 30
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.
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.
BBDNIIT Page 31
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
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
BBDNIIT Page 32
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 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, India’s 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).
BBDNIIT Page 33
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 SECURITIES – India’s Leading Investment Bank
ICICI Securities Limited is India’s 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
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.
PRUDENTIAL ICICI
Prudential ICICI Asset Management Company enjoys the strong parentage of
Prudentialplc, one of UK's largest players in the insurance & fund management
BBDNIIT Page 34
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 Prudentialplc- 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.
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.
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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
Corporate Office:
ICCI Prulife Towers,
1089, AppasahabMaratheMarg,
Prabhadevi,
Mumbai 400 025.
Telephone Number: 022-462 1600
Website : www.iciciprulife.com
ICICI LOMBARD
ICICI Lombard General Insurance Company Limited is a 74:26 joint venture
between ICICI Bank Limited and the US-based $ 26 billion 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
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 2001.
BBDNIIT Page 36
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 Investmentmanagement. Lombard Canada Ltd, a group company of Fairfax
Financial 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.
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
BBDNIIT Page 37
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.
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,
BBDNIIT Page 38
including compensation for flights hijacked and pre existing diseases in case of
emergency.
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
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 online
through the website [www.icicilombard.com]. With the do-it-yourself architecture,
the online channel is fast, convenient, easy to understand and operate.
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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 everyindustries and gives the optimum return from the limited
resources.
Centralized Processing Units
Derived Economies of Scale
Electronic Straight Through
Processing
Reduced Transaction Cost
Data Warehousing , CRM
Improve cost efficiency, Cross
sell
Innovative Technology Application
Provide new or superior
products
ICICI Bank Product & Customer Segment:
BBDNIIT Page 40
PERSONAL BANKING
Loan Product
Deposit Product
Investment & Insurance
Auto Loan
Loan Against
Security
Loan Against
Property
Personal loan
Credit card
2-wheeler loan
Commercial
vehicles finance
Home loans
Retail business
banking
Tractor loan
Working Capital
Finance
Construction
Equipment
Finance
Health Care
Finance
Education Loan
Gold Loan
Saving a/c
Current a/c
Fixed deposit
Demat a/c
Safe Deposit
Lockers
Mutual Fund
Bonds
Knowledge Centre
Insurance
General and Health
Insurance
Equity and
Derivatives
Mudra Gold Bar
BBDNIIT Page 41
PRODUCT
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 our deposit products and provide your details online and
our representative will contact you for Account Opening.
SAVING ACCOUNTS
ICICI Bank offers you a power packed Savings Account with a host
of convenient features and banking channels to transact through. So
now you can bank at your convenience, without the stress of waiting
in queues
SENIOR CITIZEN SERVICES
We understand that as you reach the age to retire, you do have
certain concerns … whether your hard earned money is safe and
secure … whether your investments give you the kind of returns
that you need. That's why we have an ideal Banking Service for those who are 60
years and above. The Senior Citizen Services from ICICI Bank has several
advantages that are tailored to bring more convenience and enjoyment in your life.
YOUNG STARS
It's really important to help children learn the value of finances and
money management at an early age. Banking is a serious business,
BBDNIIT Page 42
but we make banking a pleasure and at the same time children learn how to
manage their personal finances.
FIXED DEPOSITS
Safety, Flexibility, Liquidity and Returns!!!! A combination of
unbeatable features of the Fixed Deposit from ICICI Bank.
RECURRING DEPOSITS
When expenses are high, you may not have adequate funds to make big
investments. But simply going ahead without saving for the future is not
an option for you. Through ICICI Bank Recurring Deposit you can invest
small amounts of money every month that ends up with a large saving on
maturity. So you enjoy twin advantages- affordability and higher earnings
HOME LOAN
The No. 1 Home Loans Provider in the country, ICICI Bank Home
Loans offers some unbeatable benefits to its customers - Doorstep
Service, Simplified Documentation and Guidance throughout the
Process. It's really easy!
PERSONAL LOANS
If you're looking for a personal loan that's easy to get, your search
ends here. 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
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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 LOANS
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, Extend product,
working capital loans & other banking products.
TWO WHEELER LOANS
Avail attractive schemes at competitive interest rates from the No 1
Financier for Two Wheeler Loans in the country. Finance facility up
to 90% of the On Road Cost of the vehicle, repayable in convenient
repayment options and comfortable tenors from 6 months to 36 months. Ride home
on your Dream Two Wheeler with our hassle free finance.
FARM EQUIPMENT LOANS
Preferred financier for almost all leading tractor manufacturers in the
country. Flexible repayment options in tandem with the farmer's
BBDNIIT Page 44
seasonal liquidity. Monthly, Quarterly and Half-yearly repayment patterns to
choose from. Comfortable repayment tenures from 1 year to 9 year
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 time free 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
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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 & 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
s
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 Corporate
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)
BBDNIIT Page 46
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 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.
FOREX Services
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.
BBDNIIT Page 47
STRENGHTS
1) Online Services: ICICI Bank provides online services of all it’s 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.
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 it’s 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.
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 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.
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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.
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
Delhi and the National Capital Region (NCR).
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:
BBDNIIT Page 51
I have restricted the sample size to 50 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 know if our
customers are satisfied. Satisfaction, Of course, means that what we delivered to a
BBDNIIT Page 52
customer met the customer’s Approval. We want to know if customers are
delighted and willing to come
Employees must adhere to a rigid chain of command
Employees are closely supervised
Conflict—in whatever form—is not allowed
Rewards are based on carrot-and-stick principles
Wrong objectives are measure.
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 correctbill. And I went to the bank
expecting the bank teller to be friendly, informative, and helpful with my
transactions.
Customer satisfaction surveys help to:
Improve customer, client, or employee loyalty.
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React quickly to changes in the market.
Identify and capitalize on opportunities.
Beat the competition.
Retain or gain market share.
Increase revenue.
Reduce costs.
COMPANY’S 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.
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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:
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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
securityas we would.
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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.
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 OF THE FOLLOWING ATTR IBUTES COMPELLED YOU To
MOST OPEN SAVING ACCOUNT IN ANY BANK?
2:-Which TYPE OF SERVICE PREFERS THE MOST by you?
37%
17%15%
21%
10%
People Like To Open an A/c
ATM
CHEQUE BOOK
Internet Banking
working Hour
Value added Services
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3:-Which of following banks do you have account?
4:-WHAT TYPE OF ACCOUNT DO YOU HAVE IN BANK?
50%
20%
15%
5%10%
services prefer most by customer
ATM
Net Banking
Core Banking
Mobile Banking
Retail Banking
20
11
8
65
0
5
10
15
20
25
SBI ICICI Axis Hdfc Others
Customer Having Bank A/C
Customer Having Bank A/C
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5:-How many services offered by your banks have been Used By you?
6:-How would you know about these services?
50
10
43
12
0
10
20
30
40
50
60
Saving Current Fixed Deposit Others
Customer Having A/C
Customer Having A/C
19
2722
47
0
10
20
30
40
50
Demat A/C Matual Fund E- tasaction LI & GI
Customer Using Services Offered by Their Bank
Customer Using Services Offered by Their Bank
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7:-What the people think about the Banks?
8:-What a respondent see in purchase of new plan from Banks?
9:-Is ICICI Bank Provide better facilities than SBI & HDFC Bank?
Adtiesment36%
Friends & Relative
29%
Selling agent21%
Others14%
Awareness
49%
33%
7%11%
People Think About Bank
Security Saving Imposition of a burden of expenses Others
Standing and goodwill of the
company 41%
Product range of the company
13%
Services being given by the
company28%
Advertisement being released
by the company
18%
Peope See In Perchasing New Plan
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10:-Do you know what type of value added services provide by ICICI
BANKS?
11:-How would you rate product offered ICICI Bank than other?
Very Good Good Moderate Less Poor
Rating 5 4 3 2 1
38%
45%
17%
Services
Yes No Can`t Say
16
50
31
11
31
0
10
20
30
40
50
60
Young Star Senior Citizen
Recurring Deposits
Others Pre-Paid Cards
Awareness About Value Add Services
Awareness About Value Add Services
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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.
FINDINGS, SUGGESTIONS & CONCLUSION
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 limit of cash vault is Rs. 10, 00,000 for a day.
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6. The registers and files are maintained on a daily basis.
7. The registers are maintained in a well organized manner.
8. The marketing strategy of the bank is very attractive.
9. The bank always tries to attract customers with innovative offers.
10. The bank is very keen to implement 5's plan in all its branch.
11. ICICI and SBI credit deposit ratio is on the side though ICICI banks show a
little decreasing trend to the exten of 2.24 % Over mar2007 _ mar 2008.
SUGGESTIONS
A. Best play in a buoyant environment Favorable macro, buoyant Market
related revenues and a benign environment for asset quality.
1· ICICI as a player focused on maintaining and /or improving Market share in
key business segments, particularly retail lending- Will, in our view, benefit
immensely form a positive operating Environment.
2. ICICI is viewed as it is benefited from the procyclicality effect of The
economic cycle as its borrowers in the legacy project financing Activity witnessed
their debt servicing ability increasing considerably. It is believed that the
profitability of this segment has improved as a Result of lower loan loss
provisions and lower taxable rates of Income from this source. Expectations is on
the procyclicalbenefit ,To continue and hence profitability of legacy lending to be
sustained At levels seen earlier.
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3. Market related revenues is believed to contribute 14% - 15% to ICICIB's
operating revenues and have boosted its preprovisionRoAA. Buoyant environment
to sustain the contribution from market -related revenues is expected and hence the
operating profitability.
4. Pricing power in consumer financing segment profitability Against potential
shocks.
5. ICICIB enjoys a dominant market position across customer Categories in retail
lending.The strong market position and robust Demand for consumer financing
vests significant pricing power With ICICIB is believed either by allowing a hike
in lending rats, Negotiating higher subvention form manufacturers of cutting
Distribution costs.
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
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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.
Bibliography
www.rbi.org.in
www.moneycontrol.com
www.nseindia.com
www.icicibank.com
www.google.com
Economic times
Business world
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