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REQUIREMENT FOR
1
Acknowledgement
some findings by analyzing Data as in the end I have also given the
Company in some way. I used direct interview from the customers for
collecting data.
2
CERTIFICATE
Profitability”
Miss. ANANDITA
And no part of this report has been submitted for the award of any
that the work has not been published in any scientific or popular
journal or magazine
Dr. M.A.NAQVI
3
Prof. & Director (CMS)
DECLARATION
year 2009-10.
knowledge.
4
PRECFACE
about the CASA & FD and to get an insight a bout the various
and what are the other marketing strategies of the company. A survey
has been done and data has been collected from various customers all
over Lucknow & Unnao region and thus a report has been prepared.
In the survey the customers were interacted in order to find out their
5
CONTENTS
TABLE OF CONTENTS
1: Preface………………………………………………………………...6
2: Company Profile………………………………………………...…….8
3: Recruitment…………………………………………………………...38
6
4: Selection and Placement………………………………….…………61
4.1 Selection………………………………………………...61
4.2 The Selection Process…………………………………...63
4.2.1 Initial applicant contact ………………..…………65
4.2.2 Prescreening……………………………..………..65
4.2.3 Application forms ………………………..……….66
4.2.4 Applicant testing ……………………………….67
4.2.4 Interviews……………………………………….69
Types of Interviews……………………………..69
a. Structured Interview………………………...69
b. Directive Interview…………………………70
c. Behavioral Interview………………………..70
d. Situational Interview………………………..70
e. Stress Interview……………………………..71
f. Mass Interview……………………………....71
g. 360° Interview………………………………71
h. Panel Interview……………………………...71
5: Research Methodology……………………………………….……90
5.1 Introduction…………………………………………91
5.2 Objectives of the research……..……………………92
5.3 Importance of the research…….……………………93
Conclusion……………………………………….…………………...95
Recommendations……………………………….…………………....96
Appendix/Annexure
Bibliography
7
8
9
I NTRO DU CTI O N
10
COMAPANY PROFILE
3,997.95 billion (US$ 100 billion) at March 31, 2008 and profit after
tax of Rs. 41.58 billion for the year ended on March 31, 2008. ICICI
Bank is the second amongst all the companies listed on the Indian
Bank has a network of about 1,308 branches and 3,950 ATMs in India
Unites States, Singapore, Bahrain, Hong Kong, Sri Lanka, Qatar and
11
ICICI Bank's equity shares are listed in India on Bombay Stock
Exchange (NYSE).
Over the last few years, the ICICI Bank has taken rapid strides in
of its resources and the finest exposure to its work force. The speed
12
ICICI Bank is committed to enriching this valuable resource which in
HISTORY
in the form of ADRs listed on the NYSE in fiscal 2000, ICICI Bank's
investors in fiscal 2001 and fiscal 2002. ICICI was formed in 1955 at
13
directly and through a number of subsidiaries and affiliates like
ICICI Bank. In 1999, ICICI become the first Indian company and the
on the NYSE.
managements of ICICI and ICICI Bank formed the view that the
alternative for both entities, and would create the optimal legal
managements of ICICI and ICICI Bank formed the view that the
alternative for both entities, and would create the optimal legal
14
earning fee-based income and the ability to participate in the
single entity.
15
GROWTH OF THE INDUSTRY
World Bank and other multi-lateral agencies, ICICI was also among
Limited.
Kredianstalt obtained.
16
1967: ICICI made first its first debenture issue for Rs. 6 Crore,
1969: The first two regional offices in Calcutta and Madras set up.
services.
17
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
2002: ICICI Ltd. Merged with ICICI Bank Ltd. To create India’s
in Pune,
18
2002: ATM-on-Wheels, India’s first mobile ATM, launched in
Mumbai.
Pune.
2003: ICICI Bank announced the setting up of its first ever offshore
branch in Singapore.
subsidiary launched
2003: India’s first ever "Visa Mini Credit Card", a 43% smaller
2003: ICICI Bank became the market leader in retail credit in India.
19
2004: Max Money, a home loan product that offers the dual benefit
Reliance Infocomm.
2004: India’s first multi-branded credit card with HPCL and Airtel
launched.
India launched.
of the MFI.
20
2004: 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.
2004: ICICI Bank introduced the concept of floating rate for home
loans in India.
Delpandarwa, Hardoi.
2005: “Free for Life” Credit Cards launched wherein annual fees of
for high net worth clients of the private banking division launched.
conducted in India.
21
2005: ICICI Bank became the first private entity in India to offer a
2005: ICICI Bank became the largest bank in India in terms of its
market capitalization.
2006: ICICI Bank became the first Indian Bank to issue hybrid Tier-
Malaysia.
2006: ICICI Bank became the largest retail player in the market to
institution partners.
Andhra Pradesh.
22
2006: Financial Counseling Centre Disha Launched. Disha provides
services.
issuer and also the largest deal in the sterling market from Asia.
2007: ICICI Bank raised Rs. 20,000 crore (approx 5 billion) from
offer.
Gujarat.
23
2007: Introduced SME Toolkit, an online resource centre, to help
small and medium enterprises start, finance and grow their business.
2007: ICICI Bank became the first private bank in India to offer
both floating and fixed rate on car loans, commercial vehicles loans,
Petersburg, Russia.
2008: ICICI Bank enters US, launches its first branch in New York
Frankfurt
24
2008: ICICI Bank launched I Mobile, a breakthrough innovation in
in Asia (ex-Japan) in 2008 till date and the second largest deal in
25
PRESENT STATUS OF THE ORGANIZATION
Technology
Product range
26
We have a wide customer base. Our ‘Click and Brick' distribution
Customer relationship.
customized service
These include:
1. T r i p l e A A A B e s t C a s h M a n a g e m e n t C o u n t r y A w a r d
2. B e s t B a n k i n I n d i a - 2 0 0 4 E u r o m o n e y
27
4. B e s t B a n k 2 0 0 4 B u s i n e s s I n d i a
5. B e s t d o m e s t i c c o m m e r c i a l b a n k A s i a n m o n e y
6. B e s t e m e r g i n g b a n k i n I n d i a G l o b a l F i n a n c e
Magazine UK
8. B a n k o f t h e Y e a r 2 0 0 3 , i n I n d i a T h e B a n k e r M a g a z i n e ,
UK
9. E x c e l l e n c e i n R e t a i l F i n a n c i a l S e r v i c e s 2 0 0 3 A s i a n
Bankers Journal
28
ICICI Securities – India’s Leading Investment Bank:
29
IICICI Securities Limited is India’s leading full service investment
ICICI Bank, the largest private sector bank in India and operates out
Our Fixed Income team for the last two years (CY 2004 and 2005)
has been adjudged as the “Best Bond House “in India by both Asia
money and Finance Asia. The equities team was adjudged as the
in 2003.
(IBSL), we buy and sell equities for our institutional clients. ICICI
30
activities include dealing in securities markets transactions in the
investors.
venture between ICICI Bank Limited and the US- based $ 26 billion
31
casually insurers. ICICI Lombard General Insurance Company
certified.
online interface.
ICICI Venture
32
ICICI Venture is the largest and one of the most successful private
sector financial services group in India with assets of over USD 30.0
to its investors.
exits in the country. With over 100 liquidity events, the organization
33
The company has over 40 qualified professionals with experience
34
annualized premium grew more than three fold over the previous
year.
Force growing to over 18,000. Its has also strengthened its Alternate
products- Life Time Pension and Life Link Pension, which have been
35
M ARK ETI NG STRA TEG I ES
36
MARKET STRATEGY OF ICICI BANK
37
Banking provides competitive advantage in the current scenario
crores (Rs 560 billion) and a market share that is the envy of
country and only a fourth of its business takes place at its branches
and subsidiaries.
rated below its peers earlier-- is now almost history with net NPLs
12-18 months the bank’s strategy will be seen there. Bank is looking
38
can't have branches there because that is not workable in terms of
costs.
In 2001 ICICI acquired the Bank of Madura (est. In 1943). The Bank
Mercantile Bank (est. In 1933) and the Illanji Bank (est. in 1904) in
the 1960s.
in New York city. ICICI Bank Eurasia opened a second branch in St.
Petersburg.
39
In 2008 the ICICI Bank launched iMobile, a comprehensive Mobile
and conveniently.
next three years, the bank’s global business will contribute one-third
of the book top line and bottom-line. Today it's about only 10-12 per
cent. The NRI (people living abroad) is a great customer and the
the H1 visa guys. This year 10 per cent of the home loans will be
lended to NRIs.
40
In the United Kingdom the ICICI bank have a partnership with
In the United States the ICICI bank have a tie-up with Wells Fargo
and their customers can start a remittance into India from any
channel.
ADVERTISING STRATEGY:
all the products and services offered by ICICI and its Group
programmes etc.
41
ShahRukh Khan as global brand ambassador of ICICI:
After Mr. Bachchan the ICICI Bank has decided to resort to the
brand, the company has signed up Shah Rukh Khan as its global
and abroad make him the ideal choice for the ICICI Bank,
particularly as the Bank makes its global forays. Within a short span
42
CO M PETI TO RS
43
COMPETITORS OF ICICI BANK
Its nearest competitors in the private banking sector are HDFC Bank
synergies that exist with its bank to foray into various areas like e-
ICICI is still puny when compared to HDFC but the objective is very
into home loans simply because it's one of the safest businesses to
be in, given the low default rates. ''Besides, the market is growing
44
HDFC Bank:
45
AXIS Bank:
In the case of Axis Bank, retail loans have declined from 30 per cent
per cent of loan book of Rs.41,280 crore (as of June 2007). Even
over a longer period, while the overall asset growth for Axis Bank
has been quite high and has matched that of the other banks, retail
emphasis for it — with the share of the retail business (both on the
funding and asset sides) growing strongly year after year— the share
and HDFC Bank. That strategy also has its pluses in terms of the
been able to maintain the quality of its loan portfolio for a decent
46
PRODUCT AND SERVICE PROFILE OF THE
ORGANIZATION COMPETITORS.
• SAVING ACCOUNT
- NORMAL
- SILVER
- GOLD
- TITANIUM
• OTHER SERVICE
- Tax Payment
- Insurance
- Investment
to all industries.
47
Also provide comprehensive banking solutions for
• Automotive
• Construction
• Pharmaceuticals
• Apparel
• Transport
• Educational Institutions
Technology
48
Productrange
ICICI Bnak have a wide customer base. They ‘Click and Brick'
Customer relationship
so that they can understand their needs better and provide effective
customized service
49
service, technology focus and human resource practices.
These include:
10. T r i p l e A A A B e s t C a s h M a n a g e m e n t C o u n t r y A w a r d
11. B e s t B a n k i n I n d i a - 2 0 0 4 E u r o m o n e y
13. B e s t B a n k 2 0 0 4 B u s i n e s s I n d i a
14. B e s t d o m e s t i c c o m m e r c i a l b a n k A s i a n m o n e y
15. B e s t e m e r g i n g b a n k i n I n d i a G l o b a l F i n a n c e
Magazine UK
50
17. B a n k o f t h e Y e a r 2 0 0 3 , i n I n d i a T h e B a n k e r M a g a z i n e ,
UK
18. E x c e l l e n c e i n R e t a i l F i n a n c i a l S e r v i c e s 2 0 0 3 A s i a n
Bankers Journal
51
PRO DUCT OFFERI NG S
PRODUCT OFFERINGS
1) DEPOSITS
52
ICICI Bank offers wide variety of Deposit Products to suit the
a) Savings Account :
banking.
concerns for safety and security. The bank has an ideal Savings Bank
Service for those who are 60 years and above. The Senior Citizen
Services from ICICI Bank has several advantages that are tailored to
53
c) Young Stars Savings Account :
It's really important to help children learn the value of finances and
but ICICI make banking a pleasure and at the same time fun.
d) Fixed Deposits :
e) Recurring Deposits:
When expenses are high, people may not have adequate funds to
54
f) Easy Receive Savings Account :
2) CARDS
and Prepaid cards. These cards offer customers convenience for their
a)Credit Cards:
Credit Cards give customers a smart way to shop, and offer them
55
credit cards provide a host of exciting offers and benefits to the
credit and cash limit. The bank offer different types of credit cards
b) Travel Cards:
The traveller’s card is the Hassle Free way to Travel the world.
Francs; Looking for security and convenience; can opt for ICICI
ALLIANCE PEODUCTS
56
ICICI Bank has joined hands with Wells Fargo to bring customers
can just call or walk into any Wells Fargo branch and send money to
ICICI bank account as soon as the next business day.To avail of this
India, just open a Wells Fargo Express Send Service Agreement and
ensure that the beneficiary has an eligible account with ICICI bank.
to a wide network of branches and ATMs across India and the UK.
Customers can now manage their accounts in the UK and India from a
57
a) Convenience of opening ICICI Bank NRE Accounts at
CORPORATE BANKING
services for all your banking needs. The result is an overall financial
objectives.
58
2) ICICI Bank has been the foremost arrangers of acquisition finance
3) The Bank has also developed Forex risk hedging products for
exposed to, e.g., Interest Rate, Forex, Commodity Credit Risk, etc.
59
6) ICICI support customer’s international business by meeting
ICICI Bank has the expertise and the solutions to partner them all
the way.
Transaction Banking
60
with 'Anytime, Anywhere Banking'. They are designed for the
Financial Institution:
ICICI Bank services the financial sector for the entire set of banking
2) Banks
3) Insurance Companies
4) Mutual Funds
5) Fund Accounting
61
The FISG has built strong relationships through various interactive
Forum, etc.
Government Sector:
62
sector. Their dedicated relationship managers have the requisite
SME BANKING:
Client’s business now has end to end solutions on which one can
business.
CURRENT ACCOUNT
63
Roaming Current Account
With the Roaming Current Account (RCA), customers can enjoy the
RCA from any ICICI Bank branch in any city. RCA offers a wide
• Standard
• Classic
• Premium
• Gold
• Gold Plus
• Platinum
64
variant every quarter based on their changing business needs. It also
Banking.
65
Issue a cheque from customer’s place of business. The suppliers can
encash it at over 249 centres all over India. When the cheque is
Customer’s always had one bank branch. Now every ICICI Bank
ICICI ask the customer’s to deposit the cheques at the nearest ICICI
Bank Branch, and they will see to it that the cheque reflects in
Banking on call
66
Banking has never been so convenient before. Now customers can use
Customers can do all the banking they want without getting up from
their chair. With ICICI Bank's Internet Banking customers can access
their bills, transfer funds or even pay their taxes sitting at their
desk.
Card Power
withdraw cash at over 2000 ICICI Bank ATMs, plus over 10,000
VISA ATMs. The customers can also check their balance, view mini
Mobile Banking
67
Now the entire customer’s need to keep in touch with their account
Card-to-Card Transfer
Transfer funds for free from the customer’s existing ICICI Bank
account to any Visa Card (debit or credit) in India. They can even
pay their Visa credit card bill through this facility available on
www.icicibank.com
Customers can get a daily email detailing your their ICICI Bank
is free.
Business Loans
68
Money, just when customer needs it
time.
Overdraft
• Validity of 12 months
69
• Processing Fees of 2.5%
Loan
Advantages
70
• Faster loan sanctions with minimum documentation
Other benefits
Eligibility
71
• Income Tax Payee
as possible.
profile. Non fund based facilities such as bank guarantees and Letter
72
Technological empowerment is an important and critical factor for
3) Tenure of 12 to 36 months
repaid.
debit mandate.
7) Competitive rates
73
Office Equipment Loans are available to:
1) Proprietors
2) Partnership Firms
3) Companies
Trade:
Letter of credit
74
A Letter of Credit is a letter from ICICI Bank guaranteeing that a
with companies with whom they have had limited interaction and are
ICICI Bank offers two types of LCs, Sight and Usance LCs, both
inland and foreign. The bank’s LCs get sanctioned and issued
a) A limit per client of up to Rs.1 crore (Limit for usance L/- Rs.50
Lakhs).
c) Security requirement.
75
e) 100% collateral security in the form of residential.
Bank Guarantee
like cash margin and collateral security, and will be made available
margin.
76
SAVING ACCOUNT
banking experience.
• Debit-cum-ATM Card
• Internet Banking
• Customer Care
• Mobile Banking
• Standing Instructions
• Nomination facility
77
Minimum Balance*
Type of
Balance
Account
Rs 10,000 in metro and urban
locations
Savings Account
Rs.5,000 in semi-urban and rural
locations
Debit-cum-ATM Card
card that you can use to withdraw cash from any ATM.
You may also use your debit card to directly make purchases
most stores! This will help you access your high interest
78
Allow to take care of your idle money by moving it into
Internet Banking
Customer Care
79
Mobile Banking
StandingInstructions
to us to manage.
Nomination Facility
proceeds.
80
Specials in Savings Account
• Comprehensive Banking
• Supplementary Savings
• Anywhere Banking
• Inward Remittance
81
Corporate Internet Banking keeps you in complete control of your
account. You can even save up to 80% of your branch costs on key
knowledge of account details all the time. So you are able to use
your funds to the fullest and maximise your cash flows. Plus, you
and your accounts department save a lot of valuable time. Just login
and view and download account statements, transfer funds, carry out
bulk /salary payments and more. All the while, you can rest assured
banking.
82
Wherever you are in the world just login and view your mini/detailed
and help you maintain good trade relationships. You can make linked
83
individual cheques and receipts and benefit from drastically reduced
cheque clearance time. SEFT credits funds the same day while EFT
Everything from cheque books to LCs is yours for the asking. Login
Phone Banking
You need to know what's happening in your account all the time.
Keep track of, and control, your account from miles away, with just
84
a phone call. ICICI Bank offers Phone banking, a 24/7 automated
your cheque status, ask for product details and do more. It’s highly
anytime.
85
Stay informed and in control of your transactions anywhere in the
Requests.
Know about new products and services immediately. You can also get
Mobile Banking
86
For better cash flows you have to stay in control of your account.
ICICI Bank’s Mobile Banking frees you of all the hassles of physical
banking and keeps you updated through your mobile. Know your
account balance, get alerts and reminders at the right moment and
more.
SMS alerts
You don’t have to call or ask for your account details. Know the
cheque.
Request
Wherever you are in the world you just call and ask for specific
E-Mail Statemants
87
With so many transactions happening in your account you need to
receive your account statement by email. You can ask for account
At ICICI Bank, you’re not tied down to one branch. Every branch is
your branch. You can deposit or withdraw from any of the branches.
you are, with over 600 branches all over India ICICI Bank is always
close at hand.
88
Stay connected to your customers in any part of the country. Ask
At par cheques
Deposit cheques at and withdraw cash from any of the over 600
Bank ATM.
With your business on the rise you have to get more from your
89
Transfer funds from one location to another in no time. No more
your RCA. Make and receive payments to/from banks other than
SEFT clears funds the same day while EFT takes three working days.
Bulk uploads.
time.
Card-to-Card Transfer
90
Bid goodbye to DDs, cheques and pay orders. Transfer funds without
quick and easy remittance. Save time and cut costs. Just step into an
ATM,
Extended reach.
Speedy transactions.
Bill payment.
Made 2 Order
91
Imagine the powerful ICICI Bank Roaming Current Account tailored
a product tailor-made for your business and can avail of Free Limits
branches.
RBI(Category B)locations.
92
FIXED DEPOSITE
Features
All fixed deposits come with a set choice of investment plans. Fixed
Fixed Deposit rates do not change but work like a Recurring Debit
93
Benefits
Traditional term deposits provide tax shelter and shield from factors
94
RESE AR CH
95
STATEMENT OF RESEARCH OBJECTIVE
Introduction:
knowledge”.
96
Objective of research:
objectives of research:
“descriptive studies”.
97
3. To ascertain the frequency of occurrence of something or
studies”.
Importance of research:
problem.
thinking of all.
viewpoint.
ideas.
98
RESEARCH DESIGN AND METHODOLOGY
1) Secondary Research
2) Management Interviews
4) Quantitative Research
1) Secondary Research
Some firms might argue against the necessity of this stage, stating
However, one reason firms often do not benefit from such research is
that its focus tends to be scattered. One study might look at concepts
99
build upon and synthesize prior research thereby gaining the
2) Management Interviews
management personnel
environment
subsequent model
100
3) Qualitative Customer Research
The need to talk with customers to uncover issues salient to them has
become increasingly obvious over the past several years. What has
when discussing such issues or, quite importantly, all the aspects of
101
♦ One-on-one interviews.
happens in such settings is that one or two strong voices emerge only
requiring focus group attendees to talk “in turn”, they may still miss
102
♦ Metaphors and narrative accounts.
asking someone “why” they like or dislike some aspect of , will not
get at the real ways in which people think about things and make
103
increasing interviewer created bias), CFI Group’s system relies on a
4) Quantitative Research
distinct points:
104
system), the two major approaches to causal models. Our
OBJECTIVE OF RESEARCH:
There were basically two objectives of the Market Research that was
objectives were:
This was done to find out that what the customers think about
105
2) To find out the knowledge of customers about the various
This was done to find out that how much knowledge do the customers
Being unknown from the Banking sector and its various procedures I
had given training about the ICICI Bank’s core products, different
the various product (CASA & FD) offerings & schemes so that during
RESEARCH WORK
questionnaires are then studied properly to find out about the various
106
Field Work
customers. The survey was about market segament of CASA & FD. I
Bank. I gave them information about the FD and the market risks
From the survey ICICI bank gained the knowledge about their
the schemes & policies of ICICI bank and also various product
1) Scheduling appointments:
107
reschedule the appointments. Many of the customers were high
profile customers so they were busy all through the week that’s why
to get appointments.
I interacted with all the customers to know about their views related
to the savings & deposits. I asked them that what kind of knowledge
they possess about products of savings & deposits and how much
they know about the various schemes of the ICICI bank. I came to
3) Lack of knowledge:
After this interaction I came to know that some of the people do not
& how to achieve returns. Many people were confused about the
proper investments & their returns. They were confused about the
108
thought that they will loose their principal amount because they do
4) Explanation:
Then I explained them about the market risks & returns due to
secure policies of the ICICI bank and how those policies can be
savings & deposits , made by the ICICI bank are much more secure &
profitable.
5) Query solutions:
I solved their queries about the various policies & schemes. I told
them that why the policies & schemes of ICICI bank are more
109
After the solution of the queries some of the customers get
ANALY SI S
110
ANALYSIS OF SURVEY
111
During the survey it was found out that the 42% of the customers are
112
69% of the customers think that FD is more profitable as it is the
During the survey it was found that 79% of the customers prefer
113
Value kind of investment style. Only 2% of the customers prefer
others.
Most of the people (82%) want to invest their money for a period of
3-5 years. 11% of the people want to invest for 1-3 years. Only 5%
114
RESUL TS & DI SCUSSI O N
115
RESULTS & DISCUSSION:
Challenge:
emerging corporate.
116
Possible Solution:
services.
the clients need money. The company should target on fulfilling the
117
Conclusion & Recommendation:
account
118
3. Presence of semi-urban and rural area introduce the
BIBLIOGRAPHY
119
3) Philip Kotler. Marketing Management(2002), Prentise Hall Inc, A
WEBLIOGRAPHY
120
ANNEX UR E
QUESTIONAIRE:
Name:
121
Gender:
Age:
Email-id:
Contact No:
Address:
a) F.D.
b) Direct Equity
c) Real Estate
d) Mutual Funds
e) Gold .
a) Growth
b) Value
122
c) Others .
a) F.D.
b) Real Estate
c) Gold .
a) 1Year
b) 1-3 Years
c) 3-5 Years
d) >5 Years .
123
124