Professional Documents
Culture Documents
Contents
Sl no. CHAPTERS Page No.
1 INTRODUCTION 1-8
INTERPRETATION
6 FINDINGS, SUGGESTIONS & 98-
101
CONCLUSION
7 ANNEXURE
QUESTIONNAIRE
BIBLIOGRAPHY
Chapter -1
➢ INTRODUCTION
Objective of study
Scope of study
Research methodology
Chapter scheme
INTRODUCTION:
Indian Banking Industry:
Banking in India has its origin as early as the Vedic period. It is believed that
the transition from money lending to banking must have occurred even before
Manu, the great Hindu juries, why has devoted a section of his work to deposits
and advances and laid down rules relating to rates of interest. During the mogul
period, the indigenous bankers played a very important role in lending money
and financing foreign trade and commerce. During the days of the East Indian
Company, it was the turn of two agency house to carry on the banking
business.
The general bank of India was the first joint stock Bank to be established in
year 1786. The others which followed were the bank of Hindustan and the
Bengal Bank. The bank of Hindustan is reported to have continued till 1906
while the other two in established three banks: the bank of Bengal in 1809, the
bank of Bombay in 1840, and the bank of Madras in 1843. These three banks
also known as presidency banks were independent units and functioned well.
These three banks were amalgamated in 1920 and new bank, the Imperial Bank
of India was established on 27th January 1927, with the passing of the State
Bank of India act in 1955 the undertaking of the imperial bank of India was
taken over by the newly constituted state bank of India.
The Reserve Bank which is the central bank was created in 1935 by passing
Reserve Bank of Indian act 1934 in the wake of the Swedish movement,
number of bank with Indian management were established in the country
namely, Punjab National Bank Ltd, Bank of India Ltd, Canara Bank Ltd, the
Bank of Baroda ltd, the Central Bank of India Ltd. On July 19, 1969, 14 major
banks of the country were nationalized and in 15th April 1980 six more
commercial private sector banks were also taken over by the government.
1. State bank of the India and associates banks called the state bank groups.
2. 20 Nationalized banks.
3. Regional rural banks mainly sponsored by public sector banks.
Co-operative banks:
Development banks:
Foreign Bank:
1. City banks
2. HSBC
3. ABN-Amro
4. Standard charted
5. Others.
Industry estimates indicate that out of 274 commercial banks operating in India
223 banks are in public sector and 51 are in private sector. The private sector
banks grid also includes 24 foreign banks that have started their operation here.
Main functions:
1. Monitory Authority:
• Formulates implements and monitors and monetary policy.
• Objectives maintaining price stability and ensuring adequate flow of
credit to productive sectors.
1. Issuer of currency
• Issues and exchanges or destroys currency and coins not fit for
circulation.
• Objective: To give the public adequate quantity of supplies of currency
notes and coins in good quality.
1. Development Role:
• Bankers to the government: Performs merchant banking functions for
the central and state government: also acts as their banker. Bankers to
bankes: maintains banking accounts of all scheduled banks
Meaning &definition :
Under section 5(b) of act the term banking and banking company is defined as
– “banking means the accepting , for the purpose of lending or investment, of
deposits of money from the public , repayable on demand or otherwise , and
withdrawal by cheque draft order or otherwise “
Banking institutions which deals with money their business is finance , and
their stock in trade is currency & credit.
The term bank has become a general and popular term today because they
plays a dynamic role in our daily life. Bank have become inspirable part of
modern society. The project report entitled “A study on financial service
provided by icici bank” has been brought out to know the performance of the
branch in providing services to the society.
Objective of study:
Scope of study:
This study confines its analysis only with regard to financial service
provided by icici bank. The study gives us about the performance and growth
of the icici bank. To increase our knowledge regarding banking activities and
operations.
Research methodology:
The value of any systematic research lies in its methodology giving a clear idea
of the forms of the study and procedure adopted in conducting the study.
For the study the methodology adopted is based on survey & interview method.
For primary data a sample of respondents are contacted and data obtained from
them trough questionnaire.
Sample size:
Sample area:
Sample area refers to the place where the study is conducted sample area
selected for the study indavangere city.
Source of data:
1. Primary data
2. Secondary data
Primary data:
Primary data are those that are collected as fresh for the first time and thus
happen to be origin in character.
Secondary data:
The secondary data are those,which have collected by some others which have
been processed
ARG college of arts & commerce davangere. Page 8
“Customer attitude towards Financial service provided by Icici bank”
For the study the secondary data is collected from various sources such as
news paper,journals,article, books and websites.
Chapter scheme :
3. BANK profile:
In this chapter researcher intends to describe the history of the bank
which contains the profile, branch network, organizational set up,
human resource, financial profile,& business profile & mission & vision
of bank
Chapter -2
➢ OVERVIEW
ICICI Group 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 group companies, subsidiaries and affiliates in the areas
of personal banking, investment banking, life and general insurance, venture
capital and asset management. With a strong customer focus, the ICICI Group
Companies have maintained and enhanced their leadership position in their
respective sectors.
ICICI Bank is India's second-largest bank with total assets of Rs. 3,793.01
billion (US$ 75 billion) at March 31, 2009 and profit after tax Rs. 37.58 billion
for the year ended March 31, 2009. The Bank has a network of 1,451 branches
and about 4,721 ATMs in India and presence in 18 countries.
ICICI Lombard General Insurance Company, a joint venture with the Canada
based Fairfax Financial Holdings, is the largest private sector general insurance
ICICI Lombard has been assigned a domestic rating of iAAA by ICRA (an
associate of Moody’s Investors Service) for highest claim paying ability and a
fundamentally strong position. ICICI Lombard allows instant policy issuance
and renewal through its website www.icicilombard.com for all retail
insurance products including Car Insurance, Health Insurance, Travel
Insurance, Two Wheeler Insurance and Home Insurance. There are multiple
payment options available including internet banking, credit card, debit card
ICICI Securities Ltd is the largest equity house in the country providing end-to-
end solutions (including web-based services) through the largest non-banking
distribution channel so as to fulfill all the diverse needs of retail and corporate
customers. ICICI Securities (I-Sec) has a dominant position in its core
segments of its operations - Corporate Finance including Equity Capital
Markets Advisory Services, Institutional Equities, Retail and Financial Product
Distribution.
ICICI Venture is one of the largest and most successful private equity firms in
India with funds under management in excess of USD 2 billion. ICICI Venture,
over the years has built an enviable portfolio of companies across sectors
including Life Sciences, Information Technology, Media, Manufacturing,
Retail, Financial Services, and Real Estate thereby building sustainable value.
It has several “firsts” to its credit in the Indian Private Equity industry.
Amongst them are India’s first leveraged buyout (Infomedia), the first real
estate investment (Cyber Gateway), the first mezzanine financing for a
acquisition (Arch Pharmalabs), the first ‘royalty-based’ structured deal in
Pharma Research & Development (Dr Reddy’s Laboratories - JV) and the first
fund level secondary transaction (Coller Capital).
The team at ICICI Venture is a mix of investment professionals, entrepreneurs,
industry professionals, and structured finance professionals. The
complementary strengths of the various team members ensures not only the
best deal sourcing and the most optimum structuring but also the ability to add
significant value to the portfolio companies.
ICICI Venture has the largest team strength amongst all private equity firms in
India. In addition, what makes the team unique is the presence of in-house
legal, finance, compliance and risk departments. The management team at
ICICI Venture has the experience of executing large and complex transactions,
structuring innovative deals and creating new investment landscapes through
each of its investments.
Vision & values if icici venture:
Vision:
➢ Icici venture shapes the investment land scape by being the first mover
and by channelizing all requisite resource to create new economic
opportunities
➢ Icici venture partners and nurtures enterprises across stages sectors and
geographies ti build the winner of tomorrow
➢ Icici venture maximizes returns by leveraging its unique position,
strengths and innovative skills
Values:
Integrity
Excellence
Trust
Enterprise
Ownership
Enduring Relationship
Kredianstalt obtained
1967: ICICI made its first debenture issue for Rs.6 crore, which
wasoversubscribed
1969:The first two regional offices in Calcutta and Madras set up.
services.
FinanceCorporation.
1986: ICICI became the first Indian institution to receive ADB Loans
ICICI, along with UTI, set up Credit Rating Information
Servicesof India Limited,
India's first professional credit rating agency
1982:
ICICI became the first ever Indian borrower to raise European Currency Units.
1984:
Mr. S. Nadkarni appointed the sixth Chairman of ICICI.
1985:
Mr. N.Vaghul appointed the seventh Chairman and Managing Director of
ICICI.
1986:
ICICI became the first Indian institution to receive ADB Loans.
ICICI, along with UTI, set up Credit Rating Information Services of India
Limited, India's first professional credit rating agency.
1987:
The Corporation made a public issue of Swiss Franc 75 million in Switzerland,
the first public issue by any Indian entity in the Swiss Capital Market.
1988:
ICICI signed a loan agreement for Sterling Pound 10 million with
Commonwealth Development Corporation (CDC), the first loan by CDC for
financing projects in India.
1993:
Promoted TDICI - India's first venture capital company.
1994:
ICICI Securities and Finance Company Limited in joint venture with J. P.
Morgan set up.
1996:
ICICI Asset Management Company set up.
ICICI Ltd became the first company in the Indian financial sector to raise
GDR.
1997:
Mr. K.V.Kamath appointed the Managing Director and CEO of ICICI Ltd.
ICICI Ltd was the first intermediary to move away from single prime rate to
three-tier prime rates structure and introduced yield-curve based pricing.
1998:
The name The Industrial Credit and Investment Corporation of India Ltd
changed to ICICI Ltd.
1999:
Introduced the new logo symbolising a common corporate identity for the
ICICI Group.
2000:
ICICI launched retail finance - car loans, house loans and loans for consumer
durables.
ICICI becomes the first Indian Company to list on the NYSE through an issue
of American Depositary Shares.
2001:
ICICI Bank became the first commercial bank from India to list its stock on
NYSE.
The Boards of ICICI Ltd and ICICI Bank approved the merger of ICICI with
ICICI Bank. 2002: ICICI Ltd merged with ICICI Bank Ltd to create India's
second largest bank in terms of assets.
ARG college of arts & commerce davangere. Page 20
“Customer attitude towards Financial service provided by Icici bank”
"E Lobby", a self-service banking centre inaugurated in Pune. It was the first of
its kind in India.
ICICI Bank Home Shoppe, the first-ever permanent aggregation and display of
housing projects in the county, launched in Pune,
2003:
The first Integrated Currency Management Centre launched in Pune.
ICICI Bank announced the setting up of its first ever offshore branch in
Singapore.
The first offshore banking unit (OBU) at Seepz Special Economic Zone,
Mumbai, launched.
India's first ever "Visa Mini Credit Card", a 43% smaller credit card in
dimensions launched.
2004:
Max Money, a home loan product that offers the dual benefit of higher
eligibility and affordability to a customer, introduced.
India's first multi-branded credit card with HPCL and Airtel launched.
Kisaan Loan Card and innovative, low-cost ATMs in rural India launched.
2005:
ICICI Bank and CNBC TV 18 announced India's first ever awards recognising
the achievements of SMEs, a pioneering initiative to encourage the
contribution of Small and Medium Enterprises to the growth of Indian
economy.
ICICI Bank introduced partnership model wherein ICICI Bank would forge an
alliance with existing micro finance institutions (MFIs). The MFI would
undertake the promotional role of identifying, training and promoting the
micro-finance clients and ICICI Bank would finance the clients directly on the
recommendation of the MFI.
ICICI Bank introduced 8-8 Banking wherein all the branches of the Bank
would remain open from 8a.m. to 8 p.m. from Monday to Saturday.
ICICI Bank introduced the concept of floating rate for home loans in India.
First rural branch and ATM launched in Uttar Pradesh at Delpandarwa, Hardoi.
"Free for Life" credit cards launched wherein annual fees of all ICICI Bank
Credit Cards were waived off.
ICICI Bank and Visa jointly launched mChq – a revolutionary credit card on
the mobile phone.
Private Banking Masters 2005, a nationwide Golf tournament for high networth
clients of the private banking division launched. This event is the largest
domestic invitation amateur golf event conducted in India.
ICICI Bank became the largest bank in India in terms of its market
capitalisation.
2006:
ICICI Bank became the first private entity in India to offer a discount to retail
investors for its follow-up offer.
ICICI Bank became the first Indian bank to issue hybrid Tier-1 perpetual debt
in the international markets.
2007:
Introduced a new product - 'NRI smart save Deposits' – a unique fixed deposit
scheme for nonresident Indians.
ICICI Bank became the largest retail player in the market to introduce a
biometric enabled smart card that allow banking transactions to be conducted
on the field. A low-cost solution, this became an effective delivery option for
ICICI Bank's micro finance institution partners.
ICICI Bank's USD 2 billion 3-tranche international bond offering was the
largest bond offering by an Indian bank.
ICICI Bank raised Rs 20,000 crore (approx $5 billion) from both domestic and
international markets through a follow-on public offer.
ICICI Bank's GBP 350 million international bond offering marked the
inaugural deal in the sterling market from an Indian issuer and also the largest
deal in the sterling market from Asia.
Launched India's first ever jewellery card in association with jewelry major
Gitanjali Group.
ICICI Bank became the first bank in India to launch a premium credit card --
The Visa Signature Credit Card.
Introduced SME Toolkit, an online resource centre, to help small and medium
enterprises start, finance and grow their business.
ICICI Bank signed a multi-tranche dual currency US$ 1.5 billion syndication
loan agreement in Singapore.
ICICI Bank became the first private bank in India to offer both floating and
fixed rate on car loans, commercial vehicles loans, construction equipment
loans and professional equipment loans.
In a first of its kind, nation wide initiative to attract bright graduate students to
pursue a career in banking, ICICI Bank launched the "Probationary Officer
Programme".
Launched Bank@home services for all savings and current a/c customers
residing in India
ICICI Bank Eurasia LLC inaugurated its first branch at St Petersburg, Russia.
2008:
ICICI Bank enters US, launches its first branch in New York.
2001:ICICI Bank became the first commercial bank from India to list
its stock on NYSE.
ICICI Bank announces merger with Bank of Madura
.
The Boards of ICICI Ltd and ICICI Bank approved the merger
ICICI with ICICIBank.
2002:ICICI Ltd merged with ICICI Bank Ltd to create India's second
Largest bank in terms of assets.
India's first ever "Visa Mini Credit Card", a 43% smaller credit
cardin dimensionslaunched
2004: Max Money, a home loan product that offers the dual benefit of
higherEligibility and affordability to a customer, introduced
.
Mobile banking service in India launched in association with
Reliance Infocomm.
2005: ICICI Bank and CNBC TV 18 announced India's first ever awards
recognising the achievements of SMEs, a pioneering initiative to
encourage the contribution of Small and Medium Enterprises to
the growth of Indian economy
.
ICICI Bank opened its 500th branch in India.
ICICI Bank became the largest bank in India in terms of its market
capitalisation.
ICICI Bank became the first Indian bank to issue hybrid Tier-1
perpetual debt in the international markets.
2008:ICICI Bank enters US, launches its first branch in New York.
ICICI Bank enters Germany, opens its first branch in Frankfurt.
Chapter -3
➢ BANK PROFILE
History
Board of director
Organization structure
Financial statements
BANK PROFILE
ICICI bank is India’s second-largest bank with total assets of Rs. 3,562.28
billion (Us$ 77 billion) at December 31, 2009 and profit after tax Rs. 30.19
billion (Us$ 648.8 million) for the nine months ended December 31, 2009. The
bank has a network of 1,694 branches and about 4,883 ATM 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 specialized subsidiaries and affiliates in the
areas of investment banking, life and non-life insurance, venture capital and
asset management. The bank currently has subsidiaries in the united kingdom,
Russia and Canada, branches in united states, Singapore, Bahrain, Hong Kong,
sri lank, Qatar and Dubai international finance centre and representative offices
in united Arab emirates, china, south Africa, Bangladesh, Thailand, Malaysia
and Indonesia. Their 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).
With the recent addition of insurance, the proposition of ICICI Bank is now
fulfilled. Going forward, the challenge for ICICI will be to continue innovating
to improve market shares and maintain its competitive edge. In this endeavour,
ICICI will continue to benchmark with global best practices to ensure optimum
utilization of its resources and the finest exposure to its work force. The speed
with which it has been able to transform the organization and successfully start
so many new businesses is almost singularly owing to the skills, enterprise and
the depth of its human resources.
ICICI Bank is committed to enriching this valuable resource which in turn, will
allow it to bring innovative practices to the world of financial services in India.
With technology playing the key role mainly.
The bank aims to provide the benefits of universal banking to its corporate,
investors and retail clients. The goal is to ensure that dealing with ICICI Bank
is safe, simple and efficient.
ICICI Bank attempts to pursue growth and innovation without compromising
on its stability.
Present scenario
ICICI Bank has its equity shares listed in India on Bombay Stock Exchange
and the National Stock Exchange of India Limited. Overseas, its American
Depositary Receipts (ADRs) are listed on the New York Stock Exchange
(NYSE). As of December 31, 2008, ICICI is India's second-largest bank,
boasting an asset value of Rs. 3,744.10 billion and profit after tax Rs. 30.14
billion, for the nine months, that ended on December 31, 2008.
History
ICICI Bank started as a wholly owned subsidiary of ICICI Limited, an
Indian financial institution, in 1994. Four years later, when the company
offered ICICI Bank's shares to the public, ICICI's shareholding was reduced to
46%. In the year 2000, ICICI Bank offered made an equity offering in the form
of ADRs on the New York Stock Exchange (NYSE), thereby becoming the
first Indian company and the first bank or financial institution from non-Japan
Asia to be listed on the NYSE. In the next year, it acquired the Bank of Madura
Limited in an all-stock amalgamation. Later in the year and the next fiscal year,
the bank made secondary market sales to institutional investor
With a change in the corporate structure and the budding competition in the
Indian Banking industry, the management of both ICICI and ICICI Bank were
of the opinion that a merger between the two entities would prove to be an
essential step. It was in 2001 that the Boards of Directors of ICICI and ICICI
Bank sanctioned the amalgamation of ICICI and two of its wholly-owned retail
finance subsidiaries, ICICI Personal Financial Services Limited and ICICI
Capital Services Limited, with ICICI Bank. In the following year, the merger
ICICI emerges as the major source of foreign currency loans to Indian industry.
Besides funding from the World Bank and other multi-lateral agencies, ICICI
was also among the first Indian companies to raise funds from international
markets.
1956
✔ ICICI declared its first dividend of 3.5%.
1958
✔ Mr.G.L.Mehta appointed the second Chairman of ICICI Ltd.
1960
✔ ICICI building at 163, Backbay Reclamation, inaugurated.
1961
✔ The first West German loan of DM 5 million from Kredianstalt
obtained.
1967
✔ ICICI made its first debenture issue for Rs.6 crore, which was
oversubscribed.
1969
✔ The first two regional offices in Calcutta and Madras set up.
1972
ARG college of arts & commerce davangere. Page 32
“Customer attitude towards Financial service provided by Icici bank”
1977
✔ ICICI sponsored the formation of Housing Development Finance
Corporation. Managed its first equity public issue.
1978
✔ Mr. James Raj appointed the fourth Chairman of ICICI.
1979
✔ Mr.Siddharth Mehta appointed the fifth Chairman of ICICI.
1982
✔ 1982: ICICI became the first ever Indian borrower to raise European
Currency Units. ICICI commences leasing business.
1984
✔ Mr. S. Nadkarni appointed the sixth Chairman of ICICI.
1985
✔ Mr. N.Vaghul appointed the seventh Chairman and Managing Director
of ICICI.
1986
✔ ICICI became the first Indian institution to receive ADB Loans.
1987
✔ ICICI signed a loan agreement for Sterling Pound 10 million with
Commonwealth Development Corporation (CDC), the first loan by
CDC for financing projects in India.
1988
✔ Promoted TDICI - India's first venture capital company.
1993
✔ ICICI Securities and Finance Company Limited in joint venture with J.
P. Morgan set up.
✔ ICICI Asset Management Company set up.
1994
✔ ICICI Bank set up.
1996
✔ ICICI Ltd became the first company in the Indian financial sector to
raise GDR.
✔ SCICI merged with ICICI Ltd.
1997
✔ ICICI Ltd was the first intermediary to move away from single prime
rate to three-tier prime rates structure and introduced yield-curve based
pricing.
✔ The name The Industrial Credit and Investment Corporation of India Ltd
changed to ICICI Ltd.
✔ ICICI Ltd announced the takeover of ITC Classic Finance.
1998
✔ Introduced the new logo symbolizing a common corporate identity for
the ICICI Group.
✔ ICICI announced takeover of Anagram Finance.
1999
✔ ICICI launched retail finance - car loans, house loans and loans for
consumer durables.
✔ ICICI becomes the first Indian Company to list on the NYSE through an
issue of American Depositary Shares.
2000
✔ ICICI Bank became the first commercial bank from India to list its stock
on NYSE
✔ ICICI Bank announces merger with Bank of Madura.
2001
✔ The Boards of ICICI Ltd and ICICI Bank approved the merger of ICICI
with ICICI Bank.
2002
✔ ICICI Ltd merged with ICICI Bank Ltd to create India’s secondlargest
bank in terms of assets.
✔ ICICI assigned higher than sovereign rating by Moody’s.
✔ ICICI Bank launched India’s first CDO (Collateralized Debt Obligation)
Fund named Indian Corporate Collateralized Debt Obligation Fund
(ICCDO Fund).
✔ "E Lobby", a self-service banking centre inaugurated in Pune. It was the
first of its kind in India.
✔ ICICI Bank launched Private Banking.
✔ 1100-seat Call Centre set up in Hyderabad.
✔ ICICI Bank Home Shoppe, the first-ever permanent aggregation and
display of housing projects in the country, launched in Pune.
✔ ATM-on-Wheels, India’s first mobile ATM, launched in Mumbai.
2003
✔ The first Integrated Currency Management Centre launched in Pune.
✔ ICICI Bank announced the setting up of its first ever offshore branch in
Singapore.
✔ The first offshore banking unit (OBU) at Seepz Special Economic Zone,
Mumbai, launched.
✔ ICICI Bank’s representative office inaugurated in Dubai.
2004
✔ Max Money, a home loan product that offers the dual benefit of higher
eligibility and affordability to a customer, introduced.
✔ Mobile banking service in India launched in association with Reliance
Infocomm.
✔ India’s first multi-branded credit card with HPCL and Airtel launched.
✔ Kisan Loan Card and innovative, low-cost ATMs in rural India launched
✔ ICICI Bank introduced 8-8 Banking wherein all the branches of the
Bank would remain open from 8a.m. to 8 p.m. from Monday to
Saturday.
✔ ICICI Bank introduced the concept of floating rate for home loans in
India.
2005
ARG college of arts & commerce davangere. Page 36
“Customer attitude towards Financial service provided by Icici bank”
2006
✔ ICICI Bank became the first Indian bank to issue hybrid Tier-1
perpetual debt in the international markets. ICICI Bank subsidiary set up
in Russia.
✔ Introduced a new product - ‘NRI smart save Deposits’ – a unique fixed
deposit scheme for nonresident Indians.
✔ Representative offices opened in Thailand, Indonesia and Malaysia.
✔ ICICI Bank became the largest retail player in the market to introduce a
biometric enabled smart card that allows banking transactions to be
conducted on the field. A low-cost solution, this became an effective
delivery option for ICICI Bank’s micro finance institution partners.
✔ Financial counseling centreDisha launched. Disha provides free credit
counseling, financial planning and debt management services.
2007
✔ ICICI Bank‘s USD 2 billion 3-tranche international bond offering was
the largest bond offering by an Indian bank.
✔ Sangli Bank amalgamated with ICICI Bank.
✔ ICICI Bank raised Rs 20,000 crore (approx $5 billion) from both
domestic and international markets through a follow-on public offer.
✔ ICICI Bank’s GBP 350 million international bond offering marked the
inaugural deal in the sterling market from an Indian issuer and also the
largest deal in the sterling market from Asia.
✔ Launched India’s first ever jewellery card in association with jewelry
major Gitanjali Group.
✔ ICICI Bank became the first bank in India to launch a premium credit
card -- The Visa Signature Credit Card.
✔ Foundation stone laid for a regional hub in Gandhinagar, Gujarat.
✔ Introduced SME Toolkit, an online resource centre, to help small and
medium enterprises start, finance and grow their business.
✔ ICICI Bank signed a multi-tranche dual currency US$ 1.5 billion
syndication loan agreement in Singapore.
✔ ICICI Bank became the first private bank in India to offer both floating
and fixed rate on car loans, commercial vehicles loans, construction
equipment loans and professional equipment loans.
✔ In a first of its kind, nation wide initiative to attract bright graduate
students to pursue a career in banking, ICICI Bank launched the
"Probationary Officer Programme".
✔ Launched Bank@home services for all savings and current a/c
customers residing in India.
✔ ICICI Bank Eurasia LLC inaugurated its first branch at St Petersburg,
Russia.
2008
✔ ICICI Bank enters US, launches its first branch in New York.
✔ ICICI Bank enters Germany, opens its first branch in Frankfurt.
✔ ICICI Bank launched iMobile, a breakthrough innovation in banking
where practically all internet banking transactions can now be simply
done on mobile phones.
✔ ICICI Bank concluded India's largest ever securitization transaction of a
pool of retail loan assets aggregating to Rs. 48.96 billion (equivalent of
USD 1.21 billion) in a multi-tranche issue backed by four different asset
categories. It is also the largest deal in Asia (ex-Japan) in 2008 till date
and the second largest deal in Asia (ex-Japan & Australia) since the
beginning of 2007.
✔ ICICI Bank launches ICICIACTIVE - Banking Interactive Service -
along with DISHTV, which will allow viewers to see information about
the Bank's products and services and contact details on their DISHTV
screens.
✔ ICICI Bank and British Airways launch co-branded credit card, which is
designed to earn accelerated reward points to the card holders with every
British Airways flight or by spending on everyday purchases.
✔ ICICI Bank Board appoints Mr K. V. Kamath as non-executive
Chairman and MsChandaKochhar as Managing Director & CEO
effective May 1, 2009, while the existing non-executive Chairman Mr N
Vaghul retires after completing his term on April 30, 2009.
2009
✔ ICICI bank ties up with BSNL Cell One for bill payments; it will
facilitate bill payment for BSNL Cell One users through
www.icicibank.com across all the 27 circles of BSNL.
✔ ICICI Bank Limited acting through its Hong Kong Branch (ICICI Bank)
signed an agreement on Export Credit Line totaling up to US$100
million with the Japan Bank for International Cooperation (JBIC) which
constitutes the international wing of Japan Finance Corporation.
✔ ICICI Bank Limited acting through its Hong Kong Branch (ICICI Bank)
signed a loan agreement with the Export-Import Bank of China (China
Exim) for USD 98 million under the Two- step Buyer Credit (Export
Credit) arrangement. ICICI Bank is the first Indian Bank to have entered
into this arrangement with China Exim.
Product range
Our products spectrum includes easy loans, phone banking , doorstep banking ,
etc . we also have products targeted at specific groups . the zero balance
roaming current accounts caters specifically to entrepreneurs. It offer
remittance export, import and advisory service .besides , being a “zero balance”
account it enables our customer to utilize their financial resources more
effectively.
Size & network
We have a wide customer base. Our ‘click and brick” distribution network
includes, ATM , internet banking and mobile banking.
Customer relationship.
We believe in establishing a personal relation with our customers so that we
can understand their needs better and provide effective customized service. We
have received several prestigious national and international awards in
recognition of our innovation in banking customer service technology focus
and human resource practices
These include:
➢ Triple AAA Best cash management country award in india -2005 the asset
➢ Best bank in India -2004 Euro money
➢ Travel & tourism India’s most customer friendly bank -2004 outlook money
➢ Best bank 2004 business India
➢ Best domestic commercial bank -Asian money
Global reach
Icici bank’s global network spans 19 countries.
Board of Director's
Mr. SandeepBakhshi
ORGANISATION STRUCTURE
Financial statement:
Rs in crore
Balance Sheet of ICICI Bank
Mar '05 Mar '06 Mar '07 Mar '08 Mar '09
Mar '05 Mar '06 Mar '07 Mar '08 Mar '09
Assets
Cash & Balances
6,344.90 8,934.37 18,706.88 29,377.53 17,536.33
with RBI
Balance with
Banks, Money at 6,585.07 8,105.85 18,414.45 8,663.60 12,430.23
Call
Advances 91,405.15 146,163.11 195,865.60 225,616.08 218,310.85
Contingent
97,507.79 119,895.78 177,054.18 371,737.36 803,991.92
Liabilities
Bills for collection 9,803.67 15,025.21 22,717.23 29,377.55 36,678.71
The reported high and low closing prices and volume of equity shares of ICICI
Bank traded during fiscal 2009 on
The davangere branch of icici Bank was started December 20th of 2007
with the aim of providing efficient and effective services to meet the customer
needs, anticipations and requirements.
SWOT ANALYSIS:
SWOT analysis is done for a company, to find out its overall Strengths,
Weaknesses, Threats and opportunities leading to gauging the competitive
potential of the company.
The SWOT Analysis enables a company to recognize its market standing and
adopt strategies accordingly. Here SWOT analysis of ICICI bank is made to
understand the positioning of the bank better
STRENGTHS
1.BRAND NAME: ICICI Bank has earned a reputation in the market for
extending quality services to the market its competitors. It has earned a strong
Brand name in banking in a very short span of time.
2. MARKET SHARE: ICICI Bank has the largest market share of 34% in the
IT & ITES industry in Hyderabad according to our survey (within the
limitation of the sample size.)
3. HUGE NETWORK: ICICI Bank has the highest number of linked branches
in the country. The bank operates through a network of 450 BRANCHES AND
over 1800 ATMs across India, thus enabling them to serve customer in better
way.
4. DIVERSIFIED PORTFOLIO: ICICI Bank has all the products under its
belt, which Help it to extend the relationship with existing customer. ICICI
Bank has umbrella of Products to offer their customers, if once customer has
relationship with the bank.
Retail Banking
Business Banking
Merchant Establishment Services (EDC Machine)
Personal loans & Car loans
Demat Services with E-Broking
Mutual Fund (ICICI Bank is the Distributor of all Mutual Fund)
Insurance
Housing Loans
6. WORKING HOURS: ICICI is the only bank which is having its working
hours from 8 to 8 which is one of the major strength of ICICI Bank with
respect to IT & ITES Industry. As most of the IT & ITES companies are global
players and their Parent company is in US, so they have to work according to
their office time. Thus some have their Office time in the morning and some
WEAKNESS
1. TRANSACTION COST: ICICI Bank charges high cost for its transactions.
Through our data analysis we have find out that most of the small companies
prefer nationalized banks only because of this cost factor. Also the group has
found out that there are companies which are going for multi bank system i.e.
they are using only those facilities of ICICI Bank which are provided at
cheaper rates (read Salary Account) and for other services they are going to
nationalize banks and MNCs (read Forex). So there exists a huge potential for
ICICI Bank if they are ready to make their transaction cost flexible.
2.FOCUS ONLY ON HIGH END CUSTOMERS: The bank targets only the
top bracket of clients and does not cater to the needs of small customers. Due to
this reason the bank may sometimes loose good clients.
OPPORTUNITIES
2. Dissatisfied Customers of Other Banks: The group from its survey and
analysis of IT companies have found out that there are many companies which
are not satisfied with its current bank, so ICICI with its superior service quality
and long working hours can capture those customers.
3. Remittances: From the analysis group has also found out that ICICI bank
has very little presence as far as the EEFC account is concerned. Companies
prefer to bank with MNCs (which have greater presence in the foreign
countries) and nationalized banks (which according to the companies provide
lower transaction rates) to get their inward remittances in spite of ICICI being
providing one of the most competitive rates. So the bank can promote its EEFC
account better and get the key to the door of huge potential market.
4. Business advising for smaller Players: The analysis has also indicated that
the concept of business advising though very popular with the higher end
players is virtually nonexistent in the lower end of the market. ICICI should
take this opportunity to provide Business advising to the smaller companies at
competitive rates and try to take the first mover advantage.
THREATS
3) Ever improving nationalized banks: With PSU banks like SBI going all
out to compete with the private banks and government giving them a free hand
to do so, it can prove to be serious threat for banks like ICICI.
Chapter -4
➢ PRODUCT PROFILE
Loans
Investments
Mutual funds
Insurance
Savings Account
➢ Customer Care - Get easy assistance 24- hours, on any query related
to account or to give any instructions, with their Customer Care facility.
➢ Recurring Deposits:
Features
➢ With icicirecurring deposits any one can avail a host of facilities with
ICICI Bank. Customer 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 a loan against the
deposit. icici new recurring deposit account also has a special feature -
Non-applicability of Tax Deduction at Source (TDS).
Salary Account
ICICI Bank Salary Account is a benefit-rich payroll account for Employers and
Employees.
With ICICI Bank Salary Accounts employees will enjoy the convenience of :
Having the largest network of ATMs at their command.
Free 24 hour Phone Banking.
Free Internet Banking..
ICICI Bank also has a special offering: Defense Banking Services designed
exclusively for the armed forces.
ICICI Bank’s ‘Life Plus’ Senior Citizen Services have been designed to
empower senior citizens to independently carry out the day-to-day banking
transactions with dignity and confidence. These senior citizen benefits are
exclusively for customers above 60 years of age.
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:
Anyone can deposit any amount of money in our Fixed Deposit for as long as
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. icicialso offer
online access to Fixed Deposits through icici Internet Banking channel. Internet
Banking at ICICI Bank allows connecting customer Credit Card, Loan and
their Fixed Deposit with their 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 deposits in India over longer periods of fixed time
Advantage Woman offers a specially designed woman's debit card which helps
you shop and save simultaneously, manages your household expenditures and
comes with a bag full of offers attached to it.
Eligibility:
✔ A Special International Woman's Debit card along with the account with
a withdrawal / spending limit of Rs. 25,000 per day.
✔ Multi channel access through ATM, Branch network and free Internet,
mobile and phone banking.
✔ Debit-cum-ATM Card - Withdraw cash from any ATM or pay for your
shopping or purchases with your ICICI Bank Debit-cum-ATM Card at
millions of establishments across India.
✔ Mobile Banking - Put the bank in your pocket with iMobile, our
revolutionary new mobile application. You can also do routine banking
transactions via SMS requests,
Advantage Deposit:
Family Banking
✔ All your banking needs can now be catered to by a single 'Family' bank.
Young Stars
At Young Stars, icici will guide your child through the world of banking -
from checking the child’s savings account balance to guiding through fun
zones and special pages on the Internet Banking channel. It makes banking a
pleasure andteaches 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 Kid's Savings Account, Fixed Deposit or a Recurring
Deposit.
✔ Internet Banking.
Eligibility:
You can buy traveller’s cheques, foreign currency in cash and foreign currency
demand draft for your expenses overseas. If you are a frequent traveller, you
may not want to go through the hassles of buying foreign currency every time
you travel abroad.
The Reserve Bank of India has now made it easier for you to access foreign
currency by permitting a foreign currency account (domestic) for resident
Indians. In line with RBI guidelines, ICICI Bank has come up with a scheme
that helps you get rid of all your forex worries. You can park your foreign
currency in ICICI Bank under RFC (D) account. Non-interest bearing Resident
Foreign Currency (D) (RFC (D)) with ICICI Bank can be maintained in four
major currencies (USD, EURO, GBP and Japanese Yen)
✔ No ceiling on deposits.
Loans
ICICI Bank offers wide variety of Loans Products to suit customer
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.
One of the primary functions of a bank is to grant loans. Whatever money the
bank receives by way of deposits it lends a major part of it to its customer by
way of loan. Interest received on such loans is the major source of its income.
The bank makes a major contribution to the economic development of the
country by granting loans to the industrial and agriculture sector.
➢ Home Loans
➢ Personal Loans
➢ Car Loans
➢ Loans against Securities
➢ Two Wheeler Loans
➢ Commercial Vehicle Loans
➢ Construction Equipment Loans
➢ Pre-approved Loans
➢ Flexicash
Home Loans:
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!
Some of the other key benefits of availing of a Home Loan from us are:
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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 4, 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 from 15.25% to 14.75%.
Accordingly, the Home Loan floating rate of interest has been reduced by 0.5%
(50 basis points
Personal Loans
Key Benefits of ICICI Bank Personal Loan
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.
CAR LOAN
The most preferred financier for car loans in the country. Network of more than
1000 channel partners in over 200 locations.Tie-ups with all leading
automobile manufacturers to ensure the best deals.
You don’t have to sell your securities. All you have to do is pledge your
securities in favour of ICICI Bank. they will then grant you an overdraft facility
up to a value determined on the basis of the securities pledged by you. A
current account will be opened and you can withdraw money as and when you
require. Interest will be charged only on the amount withdrawn and for the time
span utilised.
➢ Insurance Policies.
➢ Bonds.
➢ NSC/KVP.
Pre-approved Loans
Exclusive Feature:
CARDS:
➢ Credit cards
➢ Debit cards
➢ Prepaid cards
➢ Commercial cards
Credit cards
Credit Cards give you a smart way to shop, and offer you flexibility and
convenience in managing your finances. ICICI Bank credit cards provide a host
of exciting offers and benefits such as low interest rates, rewards programs, and
a high credit and cash limit. We offer different types of credit card to suit the
different needs and requirements for added features
Debit cards
ICICI Bank and HPCL bring you the HPCL Debit Card - a debit card
designed with your convenience in mind. Simply hand it over at any HPCL
pump and save on your fuel purchases. In fact you can use the card for all your
shopping, dining and travelling needs; so, you spend with total control.
• Online transactions.
You can use your ICICI Bank HPCL Debit Card on the internet for
buying travel or movie tickets, paying your bills and much more. All
you need to do is register yourself for “Verified by VISA". Online
transaction limit per day for ICICI Bank HPCL Card is Rs. 25,000.
Woman's Debit Card
Prepaid cards
PayDirect Card
] .
Meal Card
ICICI Bank is delighted to introduce the ICICI Bank Meal Card - the card that
offers the ease and convenience of providing employees with meal allowance
on a card platform.
The ICICI Bank Meal Card gives access to more than 50,000 merchant
establishments across India. This frees employees from the hassles of carrying
extra cash, the correct change or cumbersome meal vouchers. The card can be
used like any debit card or credit card at any Food & Beverage point-of-sale
terminal where Visa cards are accepted.
The ICICI Bank Meal Card Programme, backed by the international reputation
and extensive network of Visa, is a user-friendly and convenient method of
disbursing meal allowances to employees on a monthly basis. Not only does it
distribute meal allowances seamlessly, but with the user-friendly Internet-based
query-and-reporting tool, it also enables effective monitoring of expenses and
management of costs.
Gift Card
Designed as the perfect solution for every gifting occasion for your company,
the ICICI Bank Gift Card takes the hassle out of finding the right gift by letting
the receiver himself choose exactly what he wants. It gives gifting the personal
touch that every company desires. What's more, the Gift Card is available in
any denomination of your choice, from a minimum of Rs.500 to a maximum of
Rs.50, 000.
Commercial cards
The ICICI Bank Corporate Card Programme delivers greater control, enhanced
efficiencies and higher savings to your company. The program combines the
power of a corporate card with on-line reporting capabilities and dedicated
account management.
Benefits
Purchase Cards
The Purchase Card works as per the 80-20 principle. This means that it is
relevant for transactions that comprise of 20% of a company's purchases in
terms of value, but due to their frequent nature, end up as 80% of the
company's transaction volume. This also means it consumes 80% of
administrative time and cost.
✔ ✔ Office supplies,
✔
✔ ✔ Maintenance, Repair, Operation
✔
✔ ✔ Services
✔
✔ ✔ Air & hotel bookings
✔
✔ ✔ Telecommunication
✔
✔ ✔ Courier services
✔
✔ ✔ Car rentals
The Purchase Card simplifies and streamlines all such expenses. These
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recurring payments are simply made through the card during the billing
cycle, and by the due date, the company makes one single payment to the
bank.
In addition, the company can avail of various MIS reports, through Visa
Information Source and MasterCard's Smart Data Online. Various
categories of reports would be available to a Purchase Card user; a few of
these are as listed below:
✔ Spend analysis
✔ Travel management
✔ Exception reports
✔ Program administration
Features
• Worldwide acceptance
Benefits:
To the Corporate:
✔ Employee convenience.
Investments:
GOI Bonds
Types of fund :
✔ Debt - Liquid schemes, Income schemes, G-sec schemes, Monthly
Income Schemes, etc.
✔ Equity - Diversified Equity Schemes, Sector Schemes, Index
Schemes etc.
IPO
Invest in IPOs Online
Gold has been traditionally the most favoured 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, subsequently other denominations will also be introduced.
Scheme Details:
✔ Senior Citizens Savings Scheme (SCSS) is a Government of India
Product.
✔ 9% interest offered to depositors.
✔ Since the product is offered by Govt of India, this product is one of the
most Safest Investment Option.
✔ Premature closure of account is possible after one year from the date of
opening the account.(Charges applicable).
Insta banking :
Mobile Banking
Conducting banking operations using the mobile phone has been fast catching
up around the world for its convenience. We have launched mobile services in
India to convenience our customers.
Eligibility
This service is available to the following type of ICICI Bank account holders:
✔ Savings Account holders
✔ Credit Card holders
✔ Demat Account holders
✔ Loan Account holders
Internet banking:
Internet Banking:
ICICI Bank brings convenience and security to your desktop. Now you
can check your account balance, transfer funds, download your account
statement, pay bills or even book tickets online, from the comfort of
your home or in the middle of a busy day at the office.
Explore the power of simpler and smarter Banking whether you are a
Banking, Credit Card, Loan or Demat customer.
ATM Banking:
Bank 24/7 through a widespread network of ICICI Bank ATMs
making life easy and convenient for you. User-friendly graphic
screens and easy to follow instructions available in a choice of
local languages, makes ATM Banking with ICICI Bank a
smoother experience
iMobile:
ICICI Bank's iMobile is a breakthrough innovation in banking
that allows you to transfer funds, make your credit card
payments, pay utility bills, check your balance and do lots
more, for free. So why wait anymore. Just download the iMobile
application on your phone by sending us an SMS and experience
iMobile.
IVR Banking:
Why to Invest?
1) Professional Money Management and Research: Mutual funds are
managed by professional fund managers who regularly monitor
market trends and economic trends for taking investment decisions.
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Where to Invest? :
ICICI Bank has tied up with several Mutual Funds so as to provide customers
the convenience of Varied Investment.
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People have a choice to invest with the top 17 AMCs in India offering around
300 schemes.
Professional Management
Diversification
Convenient Administration
Return Potential
Low Costs
Liquidity
Transparency
Flexibility
Choice of schemes
Tax benefits
Well regulated
INSURANCE
LIFE INSURANCE:
Investment and Saving Plans
Endowment policies are a good way of putting aside the savings today for a
future goal - whether it's to buy a house in India or fund the entrepreneurial
vision. ICICI’s savings-oriented policies are designed to make the savings
grow and have them available to the customers at the end of a fixed number of
years or through the term of the plan.
Life Time II
– unit –linked plans that meets the changing needs
Presenting Life Time & Life Time II
over a lifetime. These solutions have been developed to meet the savings,
protection and investment needs at every stage in life.
Protection
-Choose a specified level of protection (available only with LifeTime).
- Two levels of Sum Assured to choose from (available only with LifeTime II).
Saving:
- Flexibility to increase or decrease your contribution.
- Facility to top-up the investment any time customers have surplus funds.
Investment:
- Choose from among four funds, based on the investment objective and risk
appetite.
- At the end of the term (maturity), the higher of the value of units or the
guaranteed value* is paid. On death, Sum Assured along with the higher of
value of units or the guaranteed value is payable.
- Facility to make withdrawals from the 6th policy year onwards till the end of
the policy term. Every year withdraw up to 10% of the value of units.
- Flexibility to make additional investment with the help of the top-up facility.
- Total transparency with the premium allocations, and other charges declared
upfront.
The guaranteed value of the unit fund is the value of all invested premiums
(premiums net of all charges) along with the declared bonus interests.
Premier Life:
The key features of the plan are:
- Facility to top-up the investment any time customers have surplus funds.
- Choose from among four funds, based on the investment objective and risk
appetite.
Retirement Plans
Many of the customers picture themselves enjoying the fruits of their labour
after retirement - going on a dream vacation, or helping our child's career take
wing. Financing all this will depend on their personal savings and investments,
so it’s important to save for the future from today. These retirement plans are
designed to help customers systematically save, so that they can enjoy all the
things they have dreamed of when they retire.
Life Time Pension II gives the freedom to choose the amount of premium, and
invest in market-linked funds, to generate potentially higher returns. On the
future retirement date, the accumulated value of the units will be used to
purchase an annuity - to provide clients with regular income for life.
Power to choose the protection level: Choose from either a Zero sum assured
or a sum assured, which will be equal to the product of annual contribution and
term.
Power to increase your investments: Use your surplus funds to top-up the
investments during the deferment period.
Power to invest in a plan based on the priorities: Choose from among four
funds, based on investment objective and risk appetite. If at a later stage the
financial priorities change, clients can switch between the various fund options,
absolutely free, 4 times a year.
GENERAL INSURANCE:
Nursing care benefit and free health checkups with 'Cashless' benefit
Wealth Management:
TEAM:
Goals, challenges, milestones. What drives customers, drives ICICI too. That' s
why the bank have put together a team of determined and seasoned
professionals who not just assist customers in their requirements, but also
partner closely in the growth to bring the dreams to fruition.
The Wealth Manager is only a part of the larger team which ensures that the
money works harder. Working silently behind the scenes is a team of product
experts. These handpicked experts have a wealth of financial experience under
their belt and will assist customers in their decision-making process.
PORTFOLIO BUILDING:
Investment Planning
Based on the customer’s investment goal, wealth requirements, investment
horizon and risk profile, the bank construct a suitable asset allocation plan for
the clients. During this exercise, the bank also evaluates and realigns their
existing investments as per the suggested asset allocation, in case required by
the customers.
Portfolio Construction
From the wide range of investment avenues, the bank construct appropriate
solutions to implement client’s investment plan and evolve a tailor-made
Portfolio Maintenance
The bank monitors customers investments and periodically suggest rebalancing
in the portfolio for maintaining the asset allocation or aligning their portfolio to
changes in macro-economic factors that might affect the investments.
Portfolio Review
As the customer’s investment preferences or financial goals change over a
period of time, the banks reviews their portfolio periodically with the clients to
discuss and implement any changes in asset allocation or portfolio strategy. All
with a view to keeping the portfolio healthy at all times.
Products:
Online Trading
Mutual Funds
Life & General Insurance
ICICI Limited, India's leading financial services provider, not only give
a financial service today announced the launch of a comprehensive
socialdevelopment programs
Icici hold a set of core beliefs and values that defines our pathway
towards inclusive growth and guides our five strategic partnerships.
Vision
Icicivision is a world free of poverty in which every individual has the
freedom and power to create and sustain a just society in which to live.
Mission
Icicimission is to create and support strong independent
organisationswhich work towards empowering the poor to participate in
and benefit from the Indian growth process.
Core Beliefs
Ensuring that every individual has the freedom and the power to create
and sustain a just society and thereby benefit from the Indian growth
process requires additional efforts on the part of civil society and
policymakers. Grassroots organizations and regulatory infrastructure, for
example, must be strengthened to ensure that the market does not exploit
marginalized sectors of the population or the environment.
Amount (Rs.
Source (January 4, 2008 – March 31, 2009)
million)
Total 617.80
CHAPTER -5
Introduction
Survey analysis
The survey has helped to secure relevant facts and opinions from respondents
in the sample survey. The survey was restricted to davangere city only and 50
respondents were contacted and information was gathered by administering
structures questionnaire.
Analysis of survey:
Table1
From the above table it is clear that, out of 50 respondents, 42 are male
respondents & 8 are female respondents.
Table 2
Table 3
Graduate 17 04 21 42
Post graduate 13 02 15 30
Others 03 00 03 6
Total 42 08 50 100
Source: survey
From the above table it is clear that out of 50 respondents, 22% of the
respondents belongs to under graduate, there are 9 male respondents & 2
female respondents, 42% of respondents belongs to graduate, out of which 17
are male & 4 are female , 30% of respondents belong to post graduate &out
of which 13 are male respondents ,& 02 are female respondents & 6% of
respondents belongs to others , out of which 03 are male &non of them female.
Table 4
Table 5
CLASSIFICATION OF RESPONDENTS ON THE BASIS OF MONHTLY
INCOME
Monthly income Male Female NO.. of percentage
in Rs respondents
Below 10000 16 04 20 40
10000-30000 15 03 18 14
30000-50000 6 1 07 36
Above 50000 05 00 05 10
Total 42 08 50 100
Source: survey
This table classifies the respondents based on monthly income. Of the 40% of
respondents belongs to the income group below Rs.10000 there are 16 male
respondents & 04 femalerespondents, 14%of respondents income is between
Rs. 10000 to Rs. 30000, out of which 15 respondents are male and 03
respondents are female. 36%of respondent’s belongs to the income group of
Rs.30000 to Rs. 50000, out of which 06 respondents are male, & 01 respondent
is female and 10% of respondents belong to the income group above Rs. 50000
all of them are males.
Table 6
From the above table is found that, out of 50 respondents, 58% of respondents
have savings a/c, there are 24 male respondents, & 5 female respondents, 24%
of respondents have both current a/c & savings a/c out of which 14 respondents
are male & 4 respondents are female.18% of respondents are belongs to fixed
deposits a/c. out of them 8 respondents are male, & 1 respondent is female.
There is no only current a/c holder in respondents.
Table 7
The below table shows the awareness about value added services.
Table 08
The below table showing the usage of value added services by respondents.
Internet banking 07 03 10 20
Demat 00 00 00 00
Total 42 08 50 100
Source: survey
From the above table is found that out of 50 respondents, 56% of respondents
using ATM service, there are 24 malerespondents & 04 female respondents,
08% respondents are using any branch banking, out of which 3respondents are
male & 01 respondent is female. 10% respondents are using credit cards out of
them 05 respondents are male & none of them are female. 06% respondents are
using electronic fund transfer, out of them 03 respondents are male & none of
them are female , 20% of respondents using internet banking out of which 7
respondents are male & 3 respondents are female . Out of 50 respondents
none of them demat users.
Table 9
The below table shows the awareness about the “INTERNET BANKING“
among respondents.
54% of the respondent are unaware of internet banking service out of them 22
respondents are male & 05 respondents are female.
Table 10
This table shows about internet banking service reason for not using.
Out of 40 respondents who are not aware of internet banking services, 77.5%
are notaware due to lack of knowledge out of which , 28 are male
respondents& 03 are female respondents ,10% are not aware due to lack of
time,out of which 2 respondents are male & 2 respondents are female , 12.5%
are not aware due to complex procedure out of which , 5 are male
respondents& none of them female respondents
TABLE 11
The table shows the customer satisfaction towards the banking service.
Table 12
The table showing good opinion from respondent regarding the concept of
icici bank.
Out of 50 respondents 28% opined that the brand concept of Icici is good, out
of which 12 are male & 2 are female, 12%are of the good opinion regarding
service without mistake. Out of which 5 are male & 1 is female, 12% are of the
good opinion regarding cost effective, out of which 05 are male & 01 is female
respondent, 48% are of the respondents good opinion regarding quick service,
out of which 20 are male & 04 are female.
CHAPTER -6
➢ SUMMERY OF FINDINGS
,RECOMMENDATIONS & CONCLUSION
Major Findings
Recommendations
Conclusion
From the survey it is found that, majority of the customer are from
business category. This has been clearly identify by the information
obtained by the account holders while survey. Icici bank fails to reach
Most of the government employees.
From the survey it is clear that 84 % of the customers are having the
awareness about the value added services & the banker succeed fulfill
the needs of customers. But in some cases the procedure itself has
become problem. It is found that the customers are fed of complex
procedure & lack of knowledge.
Even the banker fails to meet 18% of the customers who are not aware
of value added service provided by bank.
It is revealed from the survey that only 6 % & 20% customer are using
fund transferring & internet banking respectively.
From the survey, we the researcher came to know that 46% of the
customers are having awareness about internet banking & 54% of the
customers are not having the awareness about the internet banking. 31
respondents are suffered from lack of knowledge about intenet banking.
From the survey it is clear that 80% of the respondents are satisfied with
the bank service & the value added services. The remaining 20% of the
respondents are not satisfies with the bank service & with value added
services.
In order to get better pay, the agents of ICICI Bank usually give false
promises to their customers regarding the quality of service or new schemes so
as to lure them. In such cases the final loser is not just the customers but the
ICICI Group as whole as it effects all their businesses.
Recommendations / suggestion:
ii. Introduction of Smart Cards for New as well as Old Credit Card
Holders.
ICICI Bank should come up with the concept of smart cards were the
data regarding all the accounts & credit cards details of a individual
customer is placed in a single cards hence reducing the burden of
carrying all credit cards & other necessary items required for banking
transaction.
ICICI Bank is very well known institution for investing purposes and as
well as for its practices involving anti – social elements; therein
affecting its name and Brand value of its self and also ICICI group as a
whole.
It is usually seen the ICICI Bank branches are over crowded with ICICI
staff though they don’t belong to that branch or does not even belong to
the ICICI Bank, they usually are the agents of its other businesses like
Insurance, Mutual funds etc – this annoys the customer and creates a bad
impression.
The easiest way to reach to customers is through agents; and the agents
of ICICI Bank are highly skilled in this field but they do it at the cost of
customer’s innocence. There are many incidences where in the
information provided by the agents is false. It’s time for ICICI Bank to
look into the matter and rework on its agents policies.
The penalties & special service imposed by ICICI Bank is very high as
compared to public sector banks; this sometimes adds a negative
perspective to ICICI Bank.
CONCLUSION:-
The company can grow at a higher pace and contribute to the economy
growth of the company. The company has a sound financial position. It has
wide branches and ATM’s all over the country. Lastly its overall performance
is good.
The environment in this bank is very friendly the manager & staff members are
very helpful and the communication is very effective, they are friendly in
nature.
ANNEXURE
Questionnaire
Bibliography
QUESTIONNAIRE
Dear sir/madam
1.Name:
………………………………………………………………….
2.Address:
………………………………………………………………..
……………………………………………………………
……..
……………………………………………………………
……..
Mobile no. …………………………….
3. Sex:
Male Female
4. Age
Below 25 yrs 25-35
35-45 45 & above
5. Qualification
Under graduates Graduate
Post graduate
If others, specify …………………………………………
6. Occupation
Business Profession
Employee Agriculture
Student
If others, specify………………………………………..
7. Annual income
14. Are you satisfied with the service provided by bank, if not
reason?
Yes No
If not, specify
reason…………………………………………………
……………………………………………………………………
…..
15. What is your opinion about services provided by ICICI BANK?
……………………………………………………………………
…….
……………………………………………………………………
……..
16. Do you get any complaint regarding icici product. If yes mention
the complaint?
Yes No
If yes mention …………………………………………………………….
Thank you
Date:
Place: Davangere
Signature
BIBLIOGRAPHY
Books referred:
ARG college of arts & commerce davangere Page 117
“Customer attitude towards Financial service provided by Icici bank”
Websites:
www.icicibank.com
www.wikipedia.com
www.moneycontrol.com
others:
Bank brochures