ON TO ANALYZE THE CUSTOMER SATISFACTION LEVEL OF ICICI BANK

ICICI BANK
Submitted For Partial Fulfillment of the Post Graduate Diploma in Management
Batch (2009-11) Submitted to: Prof. P.K. Aggarwal Director, Imt ,ghaziabad, Submitted By Ashish Ranjan Mishra P.G.D.M -III Sem Roll.No. M09012

DECLARATION

I, Ashish Ranjan Mishra, here by declare that I have carried out Summer training project on the topic TO ANALYZE THE CUSTOMER SATISFACTION LEVEL OF ICICI BANK in Bhagalpur.

I further declare that this project is my original work and no part of this Project report has been published or submitted to anybody or university for any other degree or diploma.

Date:Place :(Ashish Ranjan Mishra)

Acknowledgement
At the onset of this report, I take this opportunity to express my modest thanks to all those who helped me during my summer internship project. I would like to thank Mr. Pranav Kumar Das (Marketing Manager) , Bhagalpur for Providing me opportunity in ICICI Bank for my summer training. I would like to thanks my faculty Dr. Priyank Sharma without whose feedback & encouragement this project report would not has been possible.

(Ashish Ranjan Mishra)

PREFACE
Financial sector reforms received top priority ever since the Government of India initiated the process of globalization economic liberalization. The Banking sector reforms have encouraged private sector players into the business in collaboration with major international companies. This new scenario has witnessed financially sound and experienced players transforming the industry with best practices in product development, operational efficiency, marketing capability, and service focus and tech orientation. These developments in banking industry are described through the summer project on TO ANALYZE THE CUSTOMER SATISFACTION LEVEL OF ICICI BANK. I basically opened the several D-Mat account & inquired the customers of ICICI bank regarding their satisfaction towards the several services prvided by the ICICI bank. I welcome all the suggestion regarding my project work.

Contents
Declaration..... I Acknowledgement. III Executive Summary06 Objectives of study 07 Introduction... 09-10 History of ICICI... 11-14 Board member . 15-17 Role of ICICI 18-19 Mission of ICICI... 20 Technology.....21-22 Business profile .....23-24 Company Services ....25-54 Research Methodology. 55-56 Collection Of Data. 57-58 Data Analysis & Interpretations.59-69 Findings..70 Suggestion & Recommendations...71 Limitation...72 Bibliography...74-75 Annexure76-78

PrefaceIV

Conclusion..73

EXECUTIVE SUMMARY
I, Ashish Ranjan Mishra here in these project used my skills & knowledge, to know that whether the customers of ICICI Bank are satisfied with the Bank or not. In my work I was greatly supported by my faculty members as well as Mr. P.K. Das (Marketing Manager) ICICI Bank, Bhagalpur. I am very thankful & obliged to all those who supported me in my work. In the context , I prepared Questionnaire comprising several questions for customers to know about their likes & dislikes. I also use some of the company data in my work.

OBJECTIVE

To study the functioning system of ICICI Bank. To study every type of services of ICICI Bank. To study the features customers like most about ICICI Bank. To study the different type of loan provided by ICICI Bank. To study the IT used by ICICI Bank.

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

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

Chapter 1

Introduction

Introduction
ICICI Bank is India's second-largest bank with total assets of Rs. 3,674.19 billion (US$ 77 billion) at June 30, 2009 and profit after tax Rs. 8.78 billion for the quarter ended June 30, 2009. The Bank has a network of 1,503 branches and about 4,816 ATMs in India and presence in 18 countries. ICICI Bank offers a wide range of banking products and financial services to corporate and retail customers through a variety of delivery channels and through its specialised subsidiaries and affiliates in the areas of investment banking, life and non-life insurance, venture capital and asset management. The Bank currently has subsidiaries in the United Kingdom, Russia and Canada, branches in United States, Singapore, Bahrain, Hong Kong, Sri Lanka, Qatar and Dubai International Finance Centre and representative offices in United Arab Emirates, China, South Africa, Bangladesh, Thailand, Malaysia and Indonesia. Our UK subsidiary has established branches in Belgium and Germany. ICICI Bank's equity shares are listed in India on Bombay Stock Exchange and the National Stock Exchange of India Limited and its American Depositary Receipts (ADRs) are listed on the New York Stock Exchange (NYSE).

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History of ICICI
1955

The industrial credit and investment corporation of India ltd (ICICI) incorporated at the initiative of the World Bank, the Govt. of India and representative of Indian Industry, with the objective of creating a development financial institution for providing medium term &- long term project financing to Indian business. Mr. Rama Swami Mudaliar elected as the first chairman of ICICI ltd. ICICI emerges as the major source of foreign currency loans to Indian industry. Besides funding from the world bank & other multi - lateral agencies, ICICI also among the first Indian companies to raise funds from international markets.

1956 1958 1960 1961

ICICI declared its first Dividend at 3.5% Mr. G.L. Merita was appointed as the 2nij chairman of ICICI ltd. ICICI building at 163, Backbay Reclamation was in-aggregated. Then 1st West German loan of DM 5 million from Kredian and that was obtained by ICICI

1967

ICICI made its Pl debenture issue for Rs 6 crore which was over subscribed

First two regional offices in Calcutta and Madras was opened 1972 Second entity in India to set up merchant banking services Mr H.T Parekh was appointed as the 3rd GM of ICICI 1977 ICICI sponsored the formation of housing development finance corporation. Managed it's first equity public issue 1978
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Mr James Raj appointed as the 4th GM of ICICI

Mr Siddhartha Mehta was appointed as the 5lh GM of ICICI 1982 Becomes the first ever Indian borrower to raise European currency in India ICICI commences leading currency units 1984 1985 1986 Mr S. Nadkarni appointed as the sixth chairman of ICICI Mr N. Vaghul appointed as the 7th GM and MD of ICICI ICICI first Indian Institution to receive ADB loans .First public

issue by any Indian entity in the Swiss Capital Market ICICI along with UTI sets up Credit Rating information services Of India (CRISIL) India's first professional credit rating agency ICICI promotes shipping credit and investment company of India (ICICI) 1987 ICICI signed a loan agreement for sterling pound 10 million with

Common Wealth Development Corporation (CDC) the first loan by CDC' for financing project in India 1988 1993 ICICI promotes TDICI- India's first Venture Capital Money

ICICI sets up ICICI securities and Finance Company Ltd. In joint venture with J.P Morgan. ICICI sets up ICICI Asset Management Company 1994 ICICI sets up ICICI Bank

2004

ICICI was the first intermediary to move away from single prime rate to 3tier prime rates structure and introduced yield curve based pricing ICICI announce take over of ITC Classic Finance

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2005

ICICI becomes the Indian Company to list on the NYSE through an issue of American Depository Shares

2006

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

2007

The board s of ICICl Ltd. And 1CICI bank approved the merger Of ICICI Bank

2008

Moody's assign higher than sovereign rating of ICICI Merger of ICICI Capital Services Ltd. ICICI Capital Services Ltd. And ICICI Personal Services Ltd. With ICICI Bank. ICICI Bank is India's second-largest bank with total assets of about Rs. 125,229 crore and a network of over 1416 branches and offices and about 4644 ATMs. ICICI Bank offers a wide range of banking products and financial services to corporate and retail customers through a variety of delivery channels and through its specialized subsidiaries and affiliates in the areas of investment banking, life and non-life insurance, venture capital and asset management. ICICI Bank's equity shares are listed in India on stock exchanges at Kolkata and Vadodara, the Stock Exchange, Mumbai and the National Stock Exchange of Mia Limited and its American Depositary Receipts (ADRs) are listed on the New York Stock Exchange (NYSE). ICICI Bank was originally promoted in 1994 by ICICI Limited, an Indian financial, institution, and was its wholly-owned subsidiary. ICICTs shareholding in ICICI Bank was reduced to 46% through a public offering of shares in India in fiscal 1998, an equity offering in the form of ADRs listed on the NYSE in fiscal 2000, ICICI Bank's acquisition of Bank of Madura Limited in an all-stock amalgamation in fiscal 2001, and secondary market sales by ICICI to institutional investors in fiscal 2001 and fiscal 2002. ICICI was formed in 1955 at the initiative to" the World Bank, the Government of India

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and representatives of Indian industry. The principal objective was to create a development financial institution for providing medium-term and long-term project financing to Indian businesses. In the 1990s, ICICI transformed its business from a development financial institution offering only project finance to a diversified financial services group offering a wide variety of products and services, both directly and through a number of subsidiaries and affiliates like ICICI Bank. In 1999, ICICI become the first Indian company and the first bank or financial institution from non-Japan Asia to be listed on the NYSE. After consideration of various corporate structuring alternatives in the context of the emerging competitive scenario in the Indian banking industry, and the move towards universal banking, the managements of ICICI and ICICI Bank formed the view that the merger of ICICI with ICICI Bank would be the optimal strategic alternative for both entities, and would create the optimal legal structure for the ICICI group's universal. "Banking strategy. The merger would enhance value for ICICI shareholders through the merged entity's access to low-cost deposits, greater opportunities for earning fee-based income and the ability to participate in the payments system and provide transactionbanking services. The merger would enhance value for ICICI Bank shareholders through a large capital base and scale of operations, seamless access lo ICICI strong corporate relationships built up over five decades, entry into new business segments, higher market share in various business segments, particularly fee-based services, and access to the vast talent pool of ICICI and its subsidiaries. In October 2001, the Boards of Directors of ICICI and ICICI Bank approved the merger of ICICI and two of its wholly-owned retail finance subsidiaries, ICICI Personal Financial Services Limited and ICICI Capital Services Limited, with ICICI Bank, The merger was approved by shareholders of ICICI and ICICI Bank in January 2002, by the High Court of Gujarat at Ahmedabad in March 2002, and by the High Court of Judicature at Mumbai and the Reserve Bank of India in April 2002. Consequent to the merger, the ICICI group's financing and banking operations, both wholesale and retail, have been integrated in a single entity.
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Board Members

Mr. K. V. Kamath, non executive Chairman Mr. N. vaghul chairman Mr. Sridar Iyengar Mr. Lakshmi N. Mittal Mr. Narendra Murkumbi Dr. Anup K. Pujari Mr. Anupam Puri Mr. M.S. Ramachandran Mr. M.K. Sharma Mr. P.M. Sinha Prof. Marti G. Subrahmanyam Mr. T.S. Vijayan Mr. V. Prem Watsa Ms. Chanda D. Kochhar, Managing Director & CEO Mr. Sandeep Bakhshi, Deputy Managing Director Mr. N. S. Kannan, Executive Dire& CFO Mr. K. Ramkumar, Executive Director Mr. Sonjoy Chatterjee, Executive Director

Board Committees
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Audit Committee Mr. Sridar Iyengar, Chairman Mr. M. K. Sharma, Alternate Chairman Mr. Narendra Murkumbi

Board Governance & Remuneration Committee Mr. M. K. Sharma, Chairman Mr. K. V. Kamath Mr. Anupam Puri Mr. P. M. Sinha Prof. Marti G. Subrahmanyam

Customer Service Committee Credit Committee Mr. K. V. Kamath, Chairman Mr. Narendra Murkumbi Dr. Anup K. Pujari Mr. M. S. Ramachandran Mr. M.K. Sharma Mr. P.M. Sinha Ms. Chanda D. Kochhar Fraud Monitoring Committee Risk Committee Mr. M. K. Sharma, Chairman Mr. K. V. Kamath Mr. Narendra Murkumbi Ms. Chanda D. Kochhar Mr. Sandeep Bakhshi Share Transfer & Shareholders'/ Investors' Grievance Committee Mr. M. K. Sharma, Chairman Mr. Narendra Murkumbi Mr. N. S. Kannan Ms. Chanda D. Kochhar, Chairperson Mr. Sandeep Bakhshi Mr. N. S. Kannan
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Mr. K. V. Kamath, Chairman Mr. Narendra Murkumbi Mr. M. S. Ramachandran Mr. M .K. Sharma Mr. P. M. Sinha Ms. Chanda D. Kochhar

Mr. K. V. Kamath, Chairman Mr. Sridar Iyengar Dr. Anup K. Pujari Prof. Marti G. Subrahmanyam Mr. V. Prem Watsa Ms. Chanda D. Kochhar Committee of Directors

Mr. K. Ramkumar Mr. Sonjoy Chatterjee

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ROLE OF ICICI 1. As merchant banker

From this, ICICI is managing most of the larger issues both in domestic and non-resident market. It has also been associated with the issue of public sector bonds by some large organization like Indian Petrochemical Corporation Ltd. , National Thermal Power Corporation Ltd. ,and Mahanagar Telephone Nigam Ltd. The corporation has steadily continued to expand the capital market by concentrating its marketing efforts for public issues beyond the main metro cities. The Merchant Banking Division commenced providing corporate consultancy services during 1986. For the first time in 1988-89 the Merchant Banking Division commenced advisory services on foreign currency management and resources, overseas company flotation and management/organizational restructuring. It also played a key role in collaborating with other institutions for setting up the over-the counter market which has already started operating.

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2. As a trustee ICICI acts as a Trustee for debenture issues made by companies. Trustee services include completion of legal documentation and security for the debentures as well as giving the requisite approvals on behalf of the debenture-holders to the borrowing companies up to March 31,2002. 3. Investor services: During 1993-94 the ICICI has started formally Providing Project Advisory environment the Division provides assistance to the corporate sector in the pre-investment stage on government policies and procedures, feasibility studies search for joint venture partners and entry strategies. 4. ICICI and commercial bank: ICICI has set up in 1994 a commercial bank viz., ICICI Banking Corporation Ltd., in order to provide comprehensive funding and non-funding facilities to its corporate clients. The bank provides to the Corporation the retail presence required for raising resources from the household sector. The bank has been set up as a 100 percent subsidiary for the present. With the enhancement of value to shareholders equity as one of its prime objectives. When the bank comes up with its initial public offering, investors in ICICI will stand to gain in several ways.

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MISSION OF ICICI
ICICI Bank's mission is to be a World-Class Indian Bank. The Bank's aim is to build sound customer franchises across distinct businesses so as to be the preferred provider of banking services in the segments that the bank operates in and to achieve healthy growth in profitability, consistent with the bank's risk appetite. The bank is committed to maintain the highest level of ethical standards, professional integrity and regulatory compliance. ICICI Bank's business philosophy is based on four core values: Operational Excellence Customer Focus Product Leadership People

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Technology

ICICI Bank operates in a highly automated environment in terms of information technology and communication systems. All the bank's branches have connectivity, which enables the bank to offer speedy funds transfer facilities to its customers. Multi-branch access is also provided to retail customers through the branch network and Automated Teller Machines (ATMs). The Bank has made substantial efforts and investments in acquiring the best technology available internationally to build the infrastructure for a world-class bank. The word 'wireless' with which we are familiar has begun to be put to uses that are more commercial. The Wireless Application Protocol (WAP) will usher in a new era and come to be used in a large way for business transactions in future. The Bank has commenced using WAP technology and towards this end has tied up with cellular telephone companies for providing mobile banking services to customers.

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The Corporate Banking business is supported by Finacle.

The Bank has prioritized its engagement in technology and the Internet as one of its key goals and has already made significant progress in web-enabling its core businesses. In each of its businesses, the Bank has succeeded in leveraging its market position, expertise and technology to create a competitive advantage and build market share.

Corporate Governance
The Bank is committed to follow the tenets of good corporate governance. Right from its inception, the Bank has assiduously practiced good governance. It has set up among other committees of the Board, a Compensation Committee which looks into and recommends to the Board the amount of compensation payable to the executive directors, the fees payable to other directors and framing the internal guidelines for and management of the employee stock option scheme. The Nomination Committee reviews the functioning of the members of the Board. The Audit and Risk Committee reviews and monitors audit of branches and overall systems and procedures. The Committee also monitors periodically risk management measures to control risks like market risks, operational risks, liquidity risks, etc

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Business Profile
ICICI Bank caters to a wide range of banking services covering commercial and investment banking on the wholesale side and transactional / branch banking on the retail side. The bank has three key business areas: -

a) Wholesale Banking Services

The Bank's target market is primarily large, blue chip manufacturing companies in the Indian corporate sector and to a lesser extent, emerging midsized corporate. For these corporate, the Bank provides a wide range of commercial and transactional banking services, including working capital finance, trade services, transactional services, cash management, etc. The bank is also a leading provider of structured solutions, which combine cash management services with vendor and distributor finance for facilitating superior supply chain management for its corporate customers. Based on its superior product delivery / service levels and strong customer orientation, the Bank has made significant inroads into the banking consortia of a number of leading Indian corporate including multinationals, companies from the domestic business houses and prime Public Sector companies. It is recognized as a leading provider of cash management and transactional banking solutions to corporate customers, mutual funds, stock exchange members and banks.

b) Retail Banking Services

The objective of the Retail Bank is to provide its target market customers a full range of financial products and banking services, giving the customer a one-stop window for all his/her banking requirements. The products are backed by world-class service and delivered to the customers
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through the growing branch network, as well as through alternative delivery channels like ATMs, Phone Banking, Net Banking and Mobile Banking. The ICICI Bank preferred program for high net worth individuals. The Bank also has a wide array of retail loan products including Auto Loans, Loans against marketable securities, Personal Loans and Loans for Two-wheelers. It is also a leading provider of Depository Services to retail customers, offering customers the facility to hold their investments in electronic form.

c)Treasury Operations
Within this business, the bank has three main product areas Foreign Exchange and Derivatives, Local Currency Money Market & Debt Securities, and Equities. With the liberalization of the financial markets in India, corporate need more sophisticated risk management information, advice and product structures. These and fine pricing on various treasury products are provided through the bank's Treasury team.

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Company Services

25

Savings Account

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

Savings Account
An ICICI Bank Savings Account offers you a valuable banking experience. Debit-cum-ATM Card With an ICICI Bank Savings Account you will get a debit card that you can use to withdraw cash from any ATM. Charges are applicable if you use a nonICICI Bank ATM. You may also use your debit card to directly make purchases through a Visa POS (Point of Sale) machine available at most stores! This will help you access your high interest account from anywhere. Money Multiplier Facility Allow us to take care of your idle money by moving it into high interest savings account earning. Internet Banking Banking could not have been more convenient. Just log in with your user ID and password and make banking a hassle-free routine. For details, or for the list of transactions that you can do online,.
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If you have forgotten your Internet Banking password or user ID and wish to access your high interest savings account. Customer Care Our 24-hour Customer Care is always available to answer any query or take your instructions..

27

Mobile Banking Transferring funds or getting to know your balance is as easy as sending an SMS. For details on Mobile Banking, Standing Instructions ICICI Bank accepts and supports Standing Instructions. You dont have to worry about the chore of carrying out a routine transaction. Just set up a Standing Instruction and leave it to us to manage. Nomination Facility You may nominate a person as beneficiary to your account proceeds. Bank@Home A new banking service that allows you to order cash deposits and withdrawals from home. The service includes cash / cheques deposits and cash/DD/PO delivery at home. For details, please DD Call and Collect Dont waste even a minute in a queue to collect a Demand Draft or Pay Order. On the way to the branch, just call Customer Care, provide details of the DD to be prepared and collect it ready and signed at the branch! For details

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'Life Plus' Senior Citizen Services

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

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

All branches of ICICI Bank now have a Senior Citizen Desk to provide special attention to Senior Citizens (above 60 years). This desk is exclusive and services only Life Plus customers.

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Demand Loans against your deposit You can take a loan against your deposit. Free collection of outstation cheques drawn on any ICICI Bank location Stay where you are and we will pick up your outstation cheques for you.

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Young Stars
Banking can be fun! At Young Stars, we will guide your child through the world of banking - from checking the childs savings account balance to guiding through fun zones and special pages on the Internet Banking channel. It makes banking a pleasure and teaches your child to manage his or her personal finances through a savings account. You can transfer pocket money into your child's account. You can even shop with him / her at Young Stars Shopping Page. You can also open a recurring deposit in your child's name. Once you are done with your 'banking', you can access your child's account with all the fun links to special zones designed to suit your child's area of interests and also impart knowledge Key Features

on

the

current

events

of

the

world.

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

Eligibility ICICI Bank Young Stars Account is a banking service for children in the age group of 1 day-18 years. It is essential for the parent/guardian to also hold an account with ICICI Bank. In event of the parent/guardian not holding an ICICI Bank Savings Account,

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

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Fixed Deposit

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

Features You can deposit any amount of money in our Fixed Deposit for as long as you wish between 15 days to 10 years.

All fixed deposits come with a set choice of investment plans. Fixed Rate Deposit accounts also provide Fixed Loans. Re-investment Fixed Deposit rates do not change but work like a Recurring Debit Account transaction. In other words, Re-investment Plans are compounded over traditional deposits and hence are more lucrative over different time periods. Benefits Fixed Deposits at ICICI Bank comes with nomination facility. We also offer online access to your Fixed Deposits through our Internet Banking channel. Internet Banking at ICICI Bank allows you to connect your Credit Card, Loan and your Fixed Deposit with your savings account. In re-investment deposits, the interest is compounded quarterly and reinvested with the principal. Traditional term deposits provide tax shelter and shield you from factors affecting fixed deposits in India over longer periods of fixed time.
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Recurring Deposit
ICICI Bank Recurring Deposits are an ideal way to invest small amounts of money every month and end up with a large kitty on maturity. High recurring billing and recurring payments can be a drain on your finances and hence large investments may seem a plan away. Let us help you in processing your recurring payment through our recurring billing software that keeps track of your investments with us. This can be easily availed of through a recurring account online that comes with letting us serve you through Internet banking. You may even transfer funds through Internet banking into your recurring account. A recurring account transfer gets done in seconds through Internet banking. Features With our recurring deposits you can avail a host of facilities with ICICI Bank. You may check on recurring account receivable, recurring account payable, recurring account fees and all recurring debit account transactions.

A recurring deposit account with ICICI Bank allows you a loan against the deposit. Our new recurring deposit account also has a special feature Non-applicability of Tax Deduction at Source (TDS). The minimum balance of deposit is Rs.500 per month and thereafter in multiples of Rs.100. The tenure ranges from 6 months to a maximum period, recurring deposit of 3 months thereafter. The recurring deposit also comes with a nomination facility.

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Loans
ICICI Bank offers wide variety of Loans Products to suit your requirements.Coupled with convenience of networked branches/ ATMs and facility of E-channels like Internet and Mobile Banking, ICICI Bank brings banking at your doorstep. Select any of our loan product and provide your details online and our representative will contact you for getting loans. Best Deals on Home Loan for You We, at ICICI Bank Home Loans, offer unbeatable benefits to ensure that you get the best deal without any hassles. As one of the leading home loan provider, ICICI Bank understands how special building a new home is for you and our Home Loan help you lay the foundation for your dream home. ICICI offers you the most convenient home loan plans to suit your needs. With so many attractive features in every type of home loan we offer, creating the home you always wanted is no longer a distant dream. Some of our key benefits are:

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

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No matter what the requirement, we have an appropriate plan for you.Get the best deals, and finance your perfect home, only from ICICI Bank. Changes in Floating Reference Rate (FRR) Interest rate on ICICI Bank Home Loans is linked to the ICICI Bank Floating Reference Rate (FRR/PLR). ICICI Bank FRR has been reduced by 50 basis points (i.e. 0.50%) with effect from June 04, 2009. Thus the FRR has been reduced from 13.25% to 12.75%. ICICI Bank PLR has also been reduced by 50 basis points (i.e. 0.50%) with effect from June 04,2009. Thus the PLR has changed from15.25% to 14.75%.

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Personal Loans for all your financial needs

Thinking of renovating your house? Yearning to buy a new Laptop? Need financial assistance with marriage related expenses or your child higher education? An ICICI Bank Personal Loan is your One-stop-shop for all your financial needs to fulfill any of your desires. Key Benefits of ICICI Bank Personal Loan: Loan up to 15 lacs No security/guarantor required Faster Processing Minimum Documentation Attractive Interest Rates 12-60 Months repayment options

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ICICI Personal Loans is provided only to an existing ICICI Bank customer.

With the "Loan on Phone" facility, it is possible to secure a loan even without having to visit your bank branch. If you have been an ICICI Bank customer for the past 9 months, you might have a pre-approved loan offer waiting for you. All you need to do is : Login to icicibank.com using your user ID and password and know your offer Speak to our phone banking officers and quote your relationship number. For phone banking numbers Walk into any ICICI Bank branch

ICICI Bank may, at its sole discretion, utilise the services of external service provider/s or agent/s and on such terms as required or necessary, in relation to its products

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The Most Preferred Financier for Car Loans in India

New Car Turn your dream into reality. Own that new car you have always desired, with a little help from us. We offer loans up to 90% of the ex-showroom price of the car. Our interest rates would pleasantly surprise you. What's more, you can take up to 5 years to repay the loan. Worried about paperwork? Relax. The process for getting a loan involves only a few simple steps and we will tailor-make the loan to suit your needs.

1 .

Loan on the Strength of Your Income: Submit income proofs as required and avail finance up to 90% of the ex-showroom price of the car.*

2 . Disclaimer:

Car Loans with Fixed Interest Rates: ICICI Bank offers new car loans with fixed rate option only.

"ICICI Bank may, at its sole discretion, utilise the services of external service provider/s or agent/s and on such terms as required or necessary, in relation to its products"

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Commercial Vehicle Loans

Reaches you through more than 175 locations across the country. Range of products under one umbrella. Funding for trucks, buses, tippers, light commercial vehicles, pick ups and small commercial vehicles. Products include funding for new vehicles, refinance on used vehicles, top up on existing loans. Preferred financier status with all leading manufacturers. Simple documentation. Quick turn around time. Flexible financing solutions to meet the individual requirement.

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Cards
ICICI Bank offers a variety of cards to suit your different transactional needs. Our range includes Credit Cards, Debit Cards and Prepaid cards. These cards offer you convenience for your financial transactions like cash withdrawal, shopping and travel. These cards are widely accepted both in India and abroad. Read on for details and features of each.

ICICI Bank Signature Credit Card

ICICI Bank Singapore Airlines VISA Platinum Credit Card

ICICI Bank Platinum Credit Card

ICICI Bank British Airways American Express Credit Card

ICICI Bank Titanium Credit Card

ICICI Bank Future Gold Credit Card

ICICI Bank HPCL Gold Credit Card

ICICI Bank Preferred Credit Card

ICICI Bank
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Instant Credit Card

ICICI ICICI Bank Classic Credit Card Bank Affinit y Credit Card

ICICI Bank Value for Mone y Cards

ICICI Bank EMI Credit Card

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BUSINESS CARD
The ICICI Bank Business Card is aimed at SMEs as an enabler for their business. The Business card is a smart alternative to cheques, cash, and personal credit cards. With its purchasing convenience, cost savings, available credit, and detailed reporting facilities, the ICICI Bank Business Credit Card offers what your business needs to stay on top. ICICI Bank Classic Business Card

Smarter Money Management You can now use your business card to pay for your office furniture, computer peripherals, stationery or business travel. This earns your business upto 48 days of interest-free credit and helps you manage your money better.

Instant Business Loan We understand that a business may require urgent funds at times. We offer you several facilities to enable business continuity with convenience.

Cash Withdrawal facility With ICICI Bank Business Card you have the option to withdraw cash upto 20% of your credit limit. Dial a Draft facility Get a demand draft made and delivered to your doorstep for a nominal charge. Flexi repayment option Pay minimum amount due of 5% of total amount due and carry forward the outstanding amount for a nominal interest charge.

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Great savings and discounts

Save on your business expenses by taking advantage of our exciting ongoing discounts on office supplies, restaurant bills, air tickets, business services, corporate gifts and lifestyle items.

Fuel Surcharge waiver of 2.5% across select HPCL petrol pumps. Nominal interest of 3.40% monthly on the extended credit.

Earn Rewards while you spend Our powerful Xpress Rewards program ensures that you get the best value for your money not only when you earn your points but also when you redeem them. You can earn upto 5 points per Rs 100 you spend and redeem your points against a wide range of office supplies, dinner vouchers, fuel vouchers, personal accessories or gift items.

Utility Bill Payment Use your Business Card to pay off your utility Bills on time conveniently. Mobile and e-mail alerts Register for Mobile and e-mail alerts to receive your payment due date reminder and credit card statements in your inbox. The statements are e-mailed well before the payment due date, allowing you sufficient time to plan your investments.

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Key Features

Bulk uploading and reloading facility You can upload and reload any number of cards at any time unlike with cheques, which need to be signed and distributed to each employee separately.

Web-based MIS You can check all the transactions and spends of the cardholders online, which gives you the advantage of better tracking of their accounts.

Instant SMS alerts on every upload We also provide a facility where the cardholder receives an SMS alert on his mobile phone whenever money is uploaded onto the card.

24x7 Customer Care assistance ICICI Bank has created a dedicated helpline number that remains active 24x7. So be it a balance inquiry, lost-card reporting or activating the replacement card, this number remains available for your help anytime.

Acceptance across more than three lac merchant outlets The card can be used to withdraw cash from any ICICI Bank ATM and to shop at more than three lac merchant outlets. Also you can visit our website, www.icicibank.com, to get information on the ongoing merchant offers and discount offers

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ICICI Bank Travel Cards

The ICICI Bank Travel Card has made travel abroad convenient and safe. Available in US Dollars, Australian Dollars, Canadian Dollars, Swiss Francs, Euros and Pound Sterling, the International Traveler gets the widest of the choices. Some of the powerful features are Replacement Card (part of kit), SMS alerts for every transaction, online access both to customers and corporate, card useable over the Internet etc. making travel totally hassle-free. The ICICI Bank Travel Card is a powerful new concept for international travelers: a prepaid card that you can buy using Indian rupees, and withdraw in any local currency in the world.

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Debit Cards
Combining the wide acceptability of a credit card and the thoughtful prudence of an ATM card, the ICICI Bank Debit Card is the most convenient accessory for you. No more fear of overspending. No more searching for the nearest ATM. Only more comfort and convenience! Cashless Spending! This debit card enables instant on-line debit to your ICICI Bank account. Every time you swipe your card at restaurants, shops, petrol pumps, multiplexes, etc., the amount that you have spent is debited to your account. Enjoy cashless shopping, dining, travelling etc Use Online Safely! Now you can use your VISA Debit Card online to shop, buy airline and movie tickets, pay bills and all of this from the convenience of your home or office. To ensure that your money stays safe, we have added a second level of security for online usage of your card in addition to card details, you also need to enter your Internet Banking User ID and Password to complete the transaction . Your VISA Debit Card can only be used on websites which are secured by Verified by VISA. To register your card on Verified by VISA, please. In case you do not have an Internet Banking User ID and password please Lost Card Protection Card is safer than cash! Feel safe even in the event of losing your card!! All you need to do is to call our 24-hour Customer Care, and a new card would be issued to you within a week. You are protected from any financial liability arising from any purchase transaction made on your lost card. This insurance is valid only on non-cash transactions made at merchant outlets within 30 days prior to the date of reporting. Countrywide Acceptance! Your debit card is accepted at over 3.5 Lakh merchant establishments in India i.e. restaurants, department stores, grocery stores, petrol pumps, etc. Besides, you can use it conveniently at more than 3,000 ICICI Bank ATMs and more than 18,000 VISA/MasterCard ATMs all over India. Worldwide Acceptance!

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Travel the world and enjoy the freedom of using your debit card. This debit card gives you access to over 24 million shops and 1 million Visa ATMs all over the world, giving you the freedom of payment anywhere in the world.

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Investments
At ICICI Bank, we care about all your needs. Along with Deposit products and Loan offerings, ICICI Bank assists you to manage your finances by providing various investment options ranging from ICICI Bank Tax Saving Bonds to Equity Investments through Initial Public Offers and Investment in Pure Gold. ICICI Bank facilitates following investment products:

ICICI Bank Tax Saving Bonds Government of India Bonds Investment in Mutual Funds Initial Public Offers by Corporates Investment in "Pure Gold" Foreign Exchange Services Senior Citizens Savings Scheme, 2004

You can invest in above products through any of our branches. For select products ICICI Bank also provides the ease of investing through electronic channels like ATMs and Internet (ICICIdirect.com)

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Online Services

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No online registration required to pay your bills.

Settle your bills with the help of Quick Pay, a smart way to pay your utility bills online. Pay your Electricity, Telephone, Mobile bills and a lot more from the convenience of your home through Internet Banking. Avail this service without registering. Also, this service is free for all ICICI Bank customers.

Why be in line, when you can be ONLINE? No more hassles of personally visiting the Biller to pay the bills.Pay your bills for Utility Companies (Electricity and Telephone), ICICI Bank Credit Card, Mobile bills, Insurance Premiums and lot more.Avail our Free bill payment services through your Internet Banking Account.

Tie-up with all major shopping sites Shopping at your fingertips. ICICI Bank facilitates you to buy variety of products online from more
51 than

75 shopping websites. Payment can be made

What is Loan?
A Loan is an arrangement by which a bank or other lender gives money to a borrower, who is contractually obligated to repay the money lent, along with interest. Loans are typically repaid in increments over a period of time. The increments are usually of one consistent prearranged amount arid arc paid monthly, though some lenders may allow a bi-monthly or quarterly repayment schedule. There arc dozens of different types of loans in common use, each of which has uses and features particular to it. What is interest? Interest is the fee a lender charges a borrower for a loan; usually an annual percentage of the amount borrowed. The Interest Rate is the amount of interest owed per year divided by the amount borrowed. For instance, if you must pay $5 on a loan of $100 which you for a term of one year, the interest Kate is 5 percent. Adjustable Interest Kates Change periodically, usually due to variations in an outside indicator, such as the prime interest rale, which is controlled by the Federal Reserve Board and fluctuates with changes in the United States economy.

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Definitions of Personal Loan

"An amount of money borrowed from a bank or other lender by an individual. "A loan based on a consumer's income, debt and credit history." "Money lent to an individual by a financial institution for a specific personal purpose except buying a house. One main difference between a personal loan and a home loan is that most personal loans arc unsecured." "A loan obtained by an individual for personal (as opposed to business or investment) purposes. A personal loan may or may not be secured. Also called consumer loan or consumer credit." "A loan that establishes consumer credit that is granted for personal use; usually unsecured and based on the borrower's integrity and ability to pay" Need a quick and easy way to get some extra cash? Are you thinking about doing some remodeling on your home? Want to go on a cruise? Feel like helping your kid with college costs or want to pay off some credit card debt? You can do that with a personal loan. Personal loans are also known as consumer loans. With a personal loan you can use the money for just about anything. Personal loans are a great way to acquire some quick cash without going through a lot of hassles. The amount of a personal loan that can be borrowed depends on which type of loan you get. It also depends on your credit status and possibly if you have any collateral Two Common Types of Personal Loans Unsecured Personal Loans are loans that do not require any type of collateral to qualify. These loans may have higher loan rates associated with them, and
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usually the amount of the loan is less than a secured loan. This type of loan is great when you need cash quickly or when you are in trouble. The other type of personal loan is a secured loan. With a secured loan the lender usually requires some type of collateral. This helps protects the lender in case you should fault on the loan. The secured loan normal provides a lower interest rate than the unsecured loan and the borrowed amount is usually larger than the unsecured loan. There are many other factors that you should consider when applying for a personal loan. Depending on your needs, a secured or unsecured personal loan may be what you need. General Features of ICICI Personal Loan

Loans for salaried & self employed individuals.

Loans are available from Rs. 20,000 to Rs. 10 Lacs. Repayment tenures from 12-60 months.

No Security, Collateral or (Guarantors required). of the loan.

Loans can fee used for any purpose with no questions asked regarding the end use A balance transfer facility available for those who want to retire any higher debt. All loan repayments are done via equated monthly installments (EMI).

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RESEARCH METHODOLOGY

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Research Methodology
Data sources Primary

Research technique Research instrument

survey questionnaire Open & Closed end 120 respondent (20 non rep) personal

Type of Questionnaire Sample size Contact method -

Sampling Procedure On the representation basis, the sample may be probability sampling or it may be nonprobability sampling. Probability sampling: - Probability sampling is also known as Random sampling or Chance sampling. Under this sampling design, every item of the universe has an equal chance of inclusion in the sample. (i.e., once an item is selected for the sample, it cannot appear in the sample again. Non Probability sampling: - Non probability sampling is also known by different names such as deliberate sample, purposive sampling and judgment sampling. In this type of sampling, items remain supreme. Non-Probabilistic Sampling procedure is adopted for the Project

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Collection Of Data
It dealing with any real life problem it is often found that data at hand are inadequate and hence, it becomes necessary to collect data that are appropriate. There are several ways of collecting the appropriate data which differ considerably in context of money costs, time and other resources at the disposal of the researcher. Primary data:Primary data can be collected either through experiment or through survey. If the researcher conducts an experiment, he observes some quantitative measurements, or the data, with the help of which he examines the truth contained in his hypothesis, But in the case of survey, data can be collected by any one or more of following ways. (i) (ii) (iii) (iv) (v) (vi) By observation: Through personal interview: Through telephone interview. By questionnaires: Through schedules: Other method:

Secondary data:Secondary data means data that are already available i.e., they refer to the data which have already been collected and analyzed by someone else. when the researcher utilizes secondary data, then he has to look into various sources from where he can obtain them. Secondary data may either be published data or unpublished data. Usually published data are available in (a) various publication of central, state are local governments, (b) technical and trade journals (d) books, magazines, and newspaper. (e) Reports and publications of various associations connected with business and industry, bank stock exchange (g) Public record, and statistics, historical documents, and other sources of published information like website of industry or company.
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COLLECTION OF DATA

Data is collected from both the Primary and Secondary sources Data collection method was based on secondary data. Data were collected from: Booklets and information brochures of ICICI Bank. Different types of forms available at ICICI Bank. Magazines and newspaper. Internet, etc.

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Data Analysis & Interpretations

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1. Do you have the any Account in ICICI Bank. Yes No

25%

75%

Yes

No

Respondent who doesnt have any business does not like to open account in ICICI bank that is why only 25% people are there and 75% like to open an account in ICICI bank because of its faster service & facility.

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2. Which type of Account you have opened? A) Roaming Current Account 2) Made 2 order current Account

40%

60%

Roaming Current Account

Made 2 order current Account

Respondent prefer roaming account because businessman like to travel a lot for the business purpose.And in Bhagalpur I basically found that customers of ICICI Bank are mostly Businessman.

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3. Are you satisfied with ICICI Bank Yes No

20%

80%

Yes

No

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

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4. IF yes then what are the good points you like in ICICI Bank A) Anywhere Banking B) Multi City Cheque which works as Demand Draft C) Banking hours (from 8 am to 8 pm) D) Electronic fund transfer facility E)The private no-1 bank in India

25%

0%

25%

25%

25%

Anywhere Banking Multi City Cheque which works as Demand Draft Banking hours (from 8 am to 8 pm) Electronic fund transfer facility The private no-1 bank in India

Respondent like the most anywhere banking facility of ICICI bank and equal percentage to every facility but they are not focusing that ICICI has ranked no 1 in private banking sector.

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

10%

30%

60%

One

Two

Three

Respondent most likely to open an account in ICICI bank because a minimum balance of 5200Rs is to be maintain.

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6. Are you aware about ICICIs all products and its facilities? Yes No

30%

70%

Yes

No

All the respondent not know each & every product of ICICI bank but they have partially more knowledge then other people.ICICI Bank provides timely knowledge about their new services to their existing customers.

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7.

Why ICICI Bank is famous for? B) ATM D) Its Name

A) Services C) Facilities E) Trust

10%

10%

30%

20% 30%

Services

ATM

Facilities

Its Name

Trust

ICICI is mainly famous for its faster services then other banks after that its ATM facility and then other things matter like facilities , its name & trust.

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8. How do you feel about ICICI Bank? A) Excellent C) Average B) Good D) Bad

10%

20%

40%

30%

Excellent

Good

Average

Bad

Mostly respondent have their own perception about everything but in case of ICICI bank they have an average feeling about the bank because the need o people cannot be satisfies at all level.

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9. How long you have been attached with ICICI bank? A) B) C) D) Less than one month Six months One year More than one year

9% 41% 18%

32%

Less than one month One year

Six months More than one year

In Bhagalpur , as shown in the pie chart the people attached with ICICI Bank found 41% more than one year and 18% from six months, 32% from one year and rest 9% less than one month.

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

In Bhagalpur people mostly(40%) prefer SBI Bank, secondly ICICI Bank(30%) thirdly axis bank is liked (with 20%) & at last position it is HDFC Bank(10%) .

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

ICICI Bank provides Varieties of services like ATM, anywhere banking etc. ICICI Bank is trying to reach to each segment of customer & by this they are trying to lure more customers. ICICI Bank is trying to attract the customer with its special features i.e; banking hours, fast transition rate, money transfer from one city to another city.

The customer want to increase the number of ATMs and more branches of ICICI Bank in the rural as well as the hilly areas like kullu, Manali, Kashmir, Shimla, and many more.

The customers are not satisfied by the non maintenance charges on current account. Most existing customers are satisfied by the services of ICICI Bank.

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SUGGESTION AND RECOMMENDATION

According to me there are few weaknesses of ICICI Banks current account and also with the other products of ICICI Bank which the company need to overcome. At the time of opening of current account in ICICI Bank , customer has to face lot of documentation process, so bank need to reduce this documentation process. The new customers cannot open their account in ICICI Bank because for documentation process they should have at least one account in other bank . So I want to suggest that please change this process. Trust level of new customers towards the Private bank is very low it has to be enhance.

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

It is not possible for an ordinary person to maintain the minimum balance of Rs.5000 in saving account. It was found that many of the respondents did not have any knowledge of the products of ICICI Bank.

8-8 working hours load to the employees degradation on employees efficiency. Not widely spread over the rural part .

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CONCLUSION
At present, banking sector is a booming sector, because each and every people try to invest their money in banks to get some good returns. Since in the banking sector. The risk is less so even the common people want to invest more and more. Banks are convenient way by which mainly the businesses are dealing their business for easy transaction of their money. Bank helps them to provide financial support, i.e. loan requirement to businessman. Nowadays due to competition bank mainly focus on increase in the service to the customer. In this service sector ICICI Bank stand at the top most among all. Conclusion of the survey During the survey; I found the following:80% of the customer was attached with ICICI Bank and 20% of the customer did not like due to its complex process. Businessman are attaching day by day with ICICI bank due to its better service,

Even though they have already current account in other bank.Some of the businessman wants to open current account in ICICI Bank, but due to lack of branches in certain rural and hilly area like J&K and Himachal Pradesh, they cannot open the account and are facing problem. Existing customers of Bhagalpur are satisfied with ICICI Bank.
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Bibliography

74

Bibliography
Kotler.Philip, Marketing management, 2007, Pearson Education Inc. publications. Kanuk & Schiffman, Consumer Behavior, 2007, Pearson Education Inc. publications C.R. Kothari, Research Methodology, 2008, New Age Publications Website : www.icicibank.com

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Annexure

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Questionnaire
Name Address:.. Contact No Gender .. 1. Do you have the any Account in ICICI Bank. A) Yes B) No

2. Which type of Account you have opened? A)Roaming Current Account B) Made 2 order current Account 3. Are you satisfied with ICICI Bank A) Yes B) No

4. IF yes then what are the good points you like in ICICI Bank A) Anywhere Banking B) Multi City Cheque which works as Demand Draft C) Banking hours (from 8 am to 8 pm) D) Electronic fund transfer facility E) The private no-1 bank in India

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5. How many accounts do you have in ICICI Bank? A) One B) Two C) Three

6. Are you aware of ICICI all products and its facilities ? A) Yes 7. ICICI Bank famous for its A) Services C) Facilities E) Trust 8. How you feel about ICICI Bank A) Excellent C) Average B) Good D) Bad B) ATM D) Its Name B) No

9. How do you compare ICICI Bank with other Banks? 10. Any suggestion for ICICI Bank . Thank You Sir Signature of Customer

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