A Project Study Report On

Training Undertaken at

ICICI BANK Titled

AN INSIGHT INTO RETAIL BANKING AND STUDY OF CUSTOMER BEHAVIOUR Submitted in partial fulfillment for the Award of degree of Master of Business Administration

Submitted By ! K#$it# G"y#% MBA Seme'te& IV /001!/002

Submitted T" ! M&'( K#)#% Sit%#*i +,&")e-t Guide.

A,e3 i*'titute "4 M#*#5eme*t #*d S-ie*-e67#i,u&(

A-8*"9%ed5eme*t
I express my sincere t anks to my project guide! Mrs"#ajal Sitalani! $lecturer! dept"MBA% for guiding me rig t form t e inception till t e successful completion of t e project" I sincerely ackno&ledge er t em for extending t eir 'alua(le guidance! support for literature! critical re'ie&s of project and t e report and a(o'e all t e moral support e ad pro'ided to me &it all stages of t is project" I &ould also like to t ank t e supporting staff of sales and distri(ution )epartment! for t eir elp and cooperation t roug out our project"

$Signature% #a'ita *oyal

:REFACE
Banks are t e oldest financial institutions in Indian scenario" T ey are pro'iding all facilities to all citi+ens for t eir o&n purposes (y t eir terms" To sur'i'e in t is modern market e'ery Bank implements so many ne& inno'ati'e ideas! strategies! and ad'anced tec nologies" ,or t at t ey gi'e eac and e'ery minute detail a(out t eir institutions and project to pu(lic" T ey are pro'iding ample facilities to satisfy t eir customers i"e" -et Banking! Mo(ile Banking! )oor to )oor facility! Instant facility! In'estment facility! )emat facility! .redit .ard facility! /oans and Ad'ances! Account facility etc" and suc Banks get success to create t eir o&n image in pu(lic and corporate &orld" T ese Banks al&ays accept inno'ati'e notions in Indian Banking scenario like .redit .ards! ATM mac ines! Risk Management etc" So! as a student of M"B"A"! I take keen interest in (anking industry and for t ose! Banks are t e major source of finance" So t is must (e t e first c oice for me to select t is project"

E;ECUTIVE SUMMARY

Banking Industry & ic is (asically my concern industry around & ic my project as to (e re'ol'ed is really a 'ery complex industry and to &ork for t is &as really a complex and ectic task and fe& times I felt so frustrated t at I t oug t to left t e project and go for any ne& industry and ne& project c allenges & ic I faced & ile doing t is project &ere follo&ing0 Banking sector &as 1uite similar in offering and products and (ecause of t at it &as 'ery difficult to discriminate (et&een I.I.I product and products of t e competitors" Target customers and respondents &ere too (usy persons t at to get t eir time and 'ie& for specific 1uestions &as 'ery difficult" Sensiti'ity of t e industry &as also a 'ery fre1uent factor & ic &as 'ery important to measure correctly" 2'ery financial customer as is3 er o&n need and according to t e re1uirements of t e customer product customi+ation &as not possi(le" So a(o'e c allenges some time forced me to lea'e t e project (ut any o& I did my project in all circumstances" Basically in t is project I analy+ed t at0 4 at factors are really responsi(le for performance of I.I.I Bank5s performance in t is competiti'e era"

TABLE OF CONTENTS

S"-o" 6 6"6 6"9 6"= 6"? 6"@ 6"B 6"B"6 6"B"9 6"A 6"A"6 6"A"9 6"A"= 6"7 9 9"6 9"9

.O-T2-TS INTRODUCTION TO INDIAN BANKING INDUSTRIES I-TRO)U.TIO:ISTOR; O, BA-#I-* I- I-)IA -ATIO-A/I>ATIO- O, BA-#S I- I-)IA S.:2)U/2) .OMM2R.IA/ BA-#S I- I-)IA R2TAI/ BA-#S OR .OMM2R.IA/ BA-# T:2 R2*U/ATOR; BO);C RBI $R2S2RD2 BA-# O, I-)IA% I-TRO)U.TIOMAEOR ,U-.TIO-S O, RBI R2TAI/ BA-#I-*0T:2 -24 ,/ADOR T:2 .O-.2PT O, R2TAI/ BA-#I-* R2TAI/ BA-#I-* PRO)U.TS A))0O-S A-) ,R22BI2S ,A.T ,I/2S O, BA-#S I- I-)IA INTRODUCTION TO THE COM:ANY OD2RDI24 O, I.I.I BA-# :ISTOR; O, I.I.I BA-#

A))R2SS 7 8 6< 6= 6? 6A 68 68 99 9= 9= 9? 9B 97 =< =< =6

9"= 9"? 9"@ 9"B 9"A 9"7 9"8 9"6< 9"66 9"69 9"6= 9"6="6 9"6="9 9"6="=

DISIOMISSIOS2-IOR )2BT F )2POSIT RATI-*S O, I.I.I BA-# /T)" I.I.I *ROUP :UMA- R2SOUR.2S -,ORMATIO- T2.:-O/O*; R2.O*-ITIO- F A4AR)S OR*A-ISATIO-A/ STRU.TUR2 I.I.I BA-# PRO)U.TS F S2RDI.2S R2TAI/ BA-#I-* BUSI-2SS O, I.I.I BA-# R2TAI/ BA-#I-* OP2RATIO-S PRO.2)UR2S O, I.I.I BA-# PRO.2SS R2/AT2) 4IT: .AS: A-TI MO-2; /AU-)2RI-* OP2RATIO-S

?< ?< ?? ?B @= @@ @B @7 B< B= BB BA A9 A= 7B 78 86 8@ 8B 8B 8A 8A 87 6<9

9"6="? ,OR2G 9"6="@ S2/, ASS2SSM2-T O, BA-# 9"6? = ="6 ="9 ="= ="? ="@ ="B .OMPARATID2 A-A/;SIS O, I.I.I BA-# 4IT: SBI BA-# RESEARCH METHODOLOGY TIT/2 O, T:2 PROE2.T STU); )URATIO- O, T:2 PROE2.T OBE2.TID2S R2S2AR.: )2SI*SAMP/I-* T2.:-IHU2 S.OP2 O, T:2 STU);

="A ? @ B A 7 8

/IMITATIO-S O, T:2 R2S2AR.: FACTS AND NDINGS S<OT ANALYSIS CONCLUSIONS RECOMMENDATION = SUGGESTION A::ENDI; BIBLIOGRA:HY

6<9 6<? 668 69= 69@ 6=< 6=B

6
I-TRO)U.TIO- TO I-)IABA-#I-* I-)USTRI2S

>(

INTRODUCTION TO INDIAN BANKING INDUSTRIES

>(> I*t&"du-ti"*
T e (anking section &ill na'igate t roug all t e aspects of t e Banking System in India" It &ill discuss upon t e matters &it t e (irt of t e (anking concept in t e country to ne& players adding t eir names in t e industry in coming fe& years" T e (anker of all (anks! Reser'e Bank of India $RBI%! t e Indian Banks Association $IBA% and top 9< (anks like I)BI! :SB.! I.I.I! AB- AMRO! etc" as (een &ell defined under t ree separate eads &it one page dedicated to eac (ank"

:o&e'er! in t e introduction part of t e entire (anking cosmos! t e past as (een &ell explained under t ree different eads namelyC

:istory of Banking in India -ationali+ation of Banks in India Sc eduled .ommercial Banks in India

T e first deals &it t e istory part since t e da&n of (anking system in India" *o'ernment took major step in t e 68B8 to put t e (anking sector into systems and it nationali+ed 6? pri'ate (anks in t e mentioned year" T is as (een ela(orated in -ationali+ation Banks in India" T e last (ut not t e least explains a(out t e sc eduled and unsc eduled (anks in India" Section ?9 $B% $a% of RBI Act 68=? lays do&n t e condition of sc eduled commercial (anks"

10

>(/ Hi't"&y "4 B#*8i*5 i* I*di#

4it out a sound and effecti'e (anking system in India it cannot a'e a ealt y economy" T e (anking system of India s ould not only (e assle free (ut it s ould (e a(le to meet ne& c allenges posed (y t e tec nology and any ot er external and internal factors" ,or t e past t ree decades IndiaIs (anking system as se'eral outstanding ac ie'ements to its credit" T e most striking is its extensi'e reac " It is no longer confined to only metropolitans or cosmopolitans in India" In fact! Indian (anking system as reac ed e'en to t e remote corners of t e country" T is is one of t e main reason of IndiaIs gro&t process" T e go'ernmentIs regular policy for Indian (ank since 68B8 as paid ric di'idends &it t e nationali+ation of 6? major pri'ate (anks of India" -ot long ago! an account older ad to &ait for ours at t e (ank counters for getting a draft or for &it dra&ing is o&n money" Today! e as a c oice" *one are days & en t e most efficient (ank transferred money from one (ranc to ot er in t&o days" -o& it is simple as instant messaging or dials a pi++a" Money as (ecome t e order of t e day" T e first (ank in India! t oug conser'ati'e! &as esta(lis ed in 6A7B" ,rom 6A7B till today! t e journey of Indian Banking System can (e segregated into t ree distinct p ases" T ey are as mentioned (elo&C

2arly p ase from 6A7B to 68B8 of Indian Banks -ationali+ation of Indian Banks and up to 6886 prior to Indian (anking sector Reforms" -e& p ase of Indian Banking System &it t e ad'ent of Indian ,inancial F Banking Sector Reforms after 6886"

11

To make t is &rite0up more explanatory! I prefix t e scenario as P ase I! P ase II and P ase III"

:?#'e I
t e *eneral Bank of India &as set up in t e year 6A7B" -ext came Bank of :industan and Bengal Bank" T e 2ast India .ompany esta(lis ed Bank of Bengal $67<8%! Bank of Bom(ay $67?<% and Bank of Madras $67?=% as independent units and called it Presidency Banks" T ese t ree (anks &ere amalgamated in 689< and Imperial Bank of India &as esta(lis ed & ic started as pri'ate s are olders (anks! mostly 2uropeans s are olders" In 67B@ Alla a(ad Bank &as esta(lis ed and first time exclusi'ely (y Indians! Punja( -ational Bank /td" &as set up in 678? &it ead1uarters at /a ore" Bet&een 68<B and 686=! Bank of India! .entral Bank of India! Bank of Baroda! .anara Bank! Indian Bank! and Bank of Mysore &ere set up" Reser'e Bank of India came in 68=@" )uring t e first p ase t e gro&t &as 'ery slo& and (anks also experienced periodic failures (et&een 686= and 68?7" T ere &ere approximately 66<< (anks! mostly small" To streamline t e functioning and acti'ities of commercial (anks! t e *o'ernment of India came up &it T e Banking .ompanies Act! 68?8 & ic &as later c anged to Banking Regulation Act 68?8 as per amending Act of 68B@ $Act -o" 9= of 68B@%" Reser'e Bank of India &as 'ested &it extensi'e po&ers for t e super'ision of (anking in India as t e .entral Banking Aut ority" )uring t ose days pu(lic as lesser confidence in t e (anks" As an aftermat deposit mo(ili+ation &as slo&" A(reast of it t e sa'ings (ank facility pro'ided (y t e Postal department &as comparati'ely safer" Moreo'er! funds &ere largely gi'en to traders"

:?#'e II
*o'ernment took major steps in t is Indian Banking Sector Reform after independence" In 68@@! it nationali+ed Imperial Bank of India &it extensi'e (anking facilities on a large scale
12

especially in rural and semi0ur(an areas" It formed State Bank of India to act as t e principal agent of RBI and to andle (anking transactions of t e Union and State *o'ernments all o'er t e country" Se'en (anks forming su(sidiary of State Bank of India &as nationali+ed in 68B< on 68t Euly! 68B8! major process of nationali+ation &as carried out" It &as t e effort of t e t en Prime Minister of India! Mrs" Indira *and i" 6? major commercial (anks in t e country &as nationali+ed" Second p ase of nationali+ation Indian Banking Sector Reform &as carried out in 687< &it se'en more (anks" T is step (roug t 7<J of t e (anking segment in India under *o'ernment o&ners ip" T e follo&ing are t e steps taken (y t e *o'ernment of India to Regulate Banking Institutions in t e .ountryC

68?8C 2nactment of Banking Regulation Act" 68@@C -ationali+ation of State Bank of India" 68@8C -ationali+ation of SBI su(sidiaries" 68B6C Insurance co'er extended to deposits" 68B8C -ationali+ation of 6? major (anks" 68A6C .reation of credit guarantee corporation" 68A@C .reation of regional rural (anks" 687<C -ationali+ation of se'en (anks &it deposits o'er 9<< crore"

After t e nationali+ation of (anks! t e (ranc es of t e pu(lic sector (ank India rose to approximately 7<<J in deposits and ad'ances took a uge jump (y 66!<<<J" Banking in t e suns ine of *o'ernment o&ners ip ga'e t e pu(lic implicit fait and immense
13

confidence a(out t e sustaina(ility of t ese institutions" :?#'e III T is p ase as introduced many more products and facilities in t e (anking sector in its reforms measure" In 6886! under t e c airmans ip of M -arasim am! a committee &as set up (y is name & ic &orked for t e li(erali+ation of (anking practices" T e country is flooded &it foreign (anks and t eir ATM stations" 2fforts are (eing put to gi'e a satisfactory ser'ice to customers" P one (anking and net (anking is introduced" T e entire system (ecame more con'enient and s&ift" Time is gi'en more importance t an money" T e financial system of India as s o&n a great deal of resilience" It is s eltered from any crisis triggered (y any external macroeconomics s ock as ot er 2ast Asian .ountries suffered" T is is all due to a flexi(le exc ange rate regime! t e foreign reser'es are ig ! t e capital account is not yet fully con'erti(le! and (anks and t eir customers a'e limited foreign exc ange exposure"

>(@ N#ti"*#%iA#ti"* "4 B#*8' i* I*di#

T e nationali+ation of (anks in India took place in 68B8 (y Mrs" Indira *and i t e t en prime minister" It nationali+ed 6? (anks t en" T ese (anks &ere mostly o&ned (y (usinessmen and e'en managed (y t em"

.entral Bank of India Bank of Ma aras tra )ena Bank Punja( -ational Bank Syndicate Bank .anara Bank Indian Bank Indian O'erseas Bank
14

Bank of Baroda Union Bank Alla a(ad Bank United Bank of India U.O Bank Bank of India

Before t e steps of nationali+ation of Indian (anks! only State Bank of India $SBI% &as nationali+ed" It took place in Euly 68@@ under t e SBI Act of 68@@" -ationali+ation of Se'en State Banks of India $formed su(sidiary% took place on 68t Euly! 68B<"

T e State Bank of India is IndiaIs largest commercial (ank and is ranked one of t e top fi'e (anks &orld&ide" It ser'es 8< million customers t roug a net&ork of 8!<<< (ranc es and it offers 00 eit er directly or t roug su(sidiaries 00 a &ide range of (anking ser'ices T e second p ase of nationali+ation of Indian (anks took place in t e year 687<" Se'en more (anks &ere nationali+ed &it deposits o'er 9<< crores" Till t is year! approximately 7<J of t e (anking segment in India &as under *o'ernment o&ners ip" After t e nationali+ation of (anks in India! t e (ranc es of t e pu(lic sector (anks rose to approximately 7<<J in deposits and ad'ances took a uge jump (y 66!<<<J"

68@@ C -ationali+ation of State Bank of India" 68@8 C -ationali+ation of SBI su(sidiaries" 68B8 C -ationali+ation of 6? major (anks" 687< C -ationali+ation of se'en (anks &it deposits o'er 9<< crores"
15

>(B S-?edu%ed C"mme&-i#% B#*8' I* I*di#

T e commercial (anking structure in India consists ofC

Sc eduled .ommercial Banks in India Unsc eduled Banks in India

Sc eduled Banks in India constitute t ose (anks & ic t is sc edule & ic

a'e (een included in t e Second

Sc edule of Reser'e Bank of India $RBI% Act! 68=?" RBI in turn includes only t ose (anks in satisfy t e criteria laid do&n 'ide section ?9 $B% $a% of t e Act"

As on =<t Eune! 6888! t ere &ere =<< sc eduled (anks in India a'ing a total net&ork of B?!867 (ranc es" T e sc eduled commercial (anks in India comprise of State (ank of India and its associates $7%! nationali+ed (anks $68%! foreign (anks $?@%! pri'ate sector (anks $=9%! co0operati'e (anks and regional rural (anks" KSc eduled (anks in IndiaK means t e State Bank of India constituted under t e State Bank of India Act! 68@@ $9= of 68@@%! a su(sidiary (ank as defined in t e State Bank of India $Su(sidiary Banks% Act! 68@8 $=7 of 68@8%! a corresponding ne& (ank constituted under section = of t e Banking .ompanies $Ac1uisition and Transfer of Undertakings% Act! 68A< $@ of 68A<%! or under section = of t e Banking .ompanies $Ac1uisition and Transfer of Undertakings% Act! 687< $?< of 687<%! or any ot er (ank (eing a (ank included in t e Second Sc edule to t e Reser'e Bank of India Act! 68=? $9 of 68=?%! (ut does not include a co0 operati'e (ankK"

T?e 4"%%"9i*5 #&e t?e S-?edu%ed B#*8' i* I*di# +:ub%i- Se-t"&.

State Bank of India

State Bank of Bikaner

16

State Bank of :ydera(ad

State Bank of Indore State Bank of Tra'ancore Bank of Baroda .anara Bank )ena Bank Oriental Bank of .ommerce Syndicate Bank U.O Bank

and Eaipur State Bank of Mysore And ra Bank Bank of India .entral Bank of India Indian O'erseas Bank Punja( -ational Bank Union Bank of India Dijaya Bank

State Bank of Sauras tra Alla a(ad Bank Bank of Ma aras tra .orporation Bank Indian Bank Punja( and Sind Bank United Bank of India

T?e 4"%%"9i*5 #&e t?e S-?edu%ed B#*8' i* I*di# +:&i$#te Se-t"&.

I-* Dysya Bank /td Axis Bank /td Indusind Bank /td I.I.I Bank /td Sout Indian Bank :),. Bank /td .enturion Bank /td Bank of Punja( /td I)BI Bank /td

T?e 4"%%"9i*5 #&e t?e S-?edu%ed F"&ei5* B#*8' i* I*di#

American 2xpress Bank /td" A-> *ridlays Bank Plc" Bank of America -T F SA Bank of Tokyo /td" Ban1uc -ationale de Paris
17

Barclays Bank Plc .iti Bank -"." )eutsc e Bank A"*" :ongkong and S ang ai Banking .orporation Standard . artered Bank" T e . ase Man attan Bank /td" )resdner Bank A*"

K-on0sc eduled (ank in IndiaK means a (anking company as defined in clause $c% of section @ of t e Banking Regulation Act! 68?8 $6< of 68?8%! & ic is not a sc eduled (ankK" T e Indian Banking market is gro&ing at an astonis ing rate! &it Assets expected to reac USL6 trillion (y 9<6<" An expanding economy! middle class! and tec nological inno'ations are all contri(uting to t is gro&t " T e country5s middle class accounts for o'er =9< million people" In correlation &it t e gro&t of t e economy! rising income le'els! increased standard of li'ing! and afforda(ility of (anking products are promising factors for continued expansion"

T e Indian expansion of

Banking Industry is in t e middle of an Retail and rural

18

IT

re'olution! ,ocusing on t e

Banking" Players are (ecoming increasingly customer 0

centric in

t eir approac ! & ic

as resulted in inno'ati'e met ods of offering ne& Banking

products and ser'ices" Banks are no& reali+ing scale and3or comply &it t e importance of (eing a (ig player and are (eginning to and ac1uisitions to take ad'antage of economies of Basel II regulation"M Indian Banking industry assets are

focus t eir attention on mergers

expected to reac USL6 trillion (y 9<6< and are poised to recei'e a greater infusion of foreign capital!M says Prat ima Rajan! analyst in .elent5s (anking group and aut or of t e report"

>(C Ret#i% B#*8' "& C"mme&-i#% B#*8

.ommercial Banks pro'ide products F acti'ities dealing directly &it indi'iduals! small it from an

(usinesses F .orporate" It is t e term used for a normal Bank to distinguis In'estment Bank F is & at people normally call a NBankK"

In some 2nglis 0speaking countries outside -ort America! t e term KTrading BankK is used to denote a commercial Bank "A .ommercial Bank undertakes t e follo&ing functional rolesC Raises funds (y collecting deposits from (usinesses and consumers 'ia c ecka(le deposits! sa'ings deposits! and time $or term% deposits Makes loans to (usinesses and consumers Trades in .orporate (onds and *o'ernment (onds Its primary lia(ilities are deposits and primary assets are loans and (onds

It can (e furt er su(di'ided into

! A Ret#i% B#*8i*5 Di$i'i"* 0t at deals directly &it indi'idual consumers and Small (usinesses 0C"mme&-i#% Di$i'i"*' t at deal &it .orporations or large (usinesses" SOME NAMES OF BANKS THAT :ROVIDES RETAIL BANKING SERVICES
19

State Bank Of India Punja( -ational Bank I-* Dyasa Bank Axis Bank .enturion Bank of Punja( :SB. I ) B I $Industrial )e'elopment Bank of India% .entral Bank of India )eutsc e Bank Saras&at .o0Operati'e Bank /td" Uco Bank

I.I.I Bank :),. Bank Syndicate Bank And ra Bank Bank of America Indian Bank .anara Bank Indian O'erseas Bank Eammu F #as mir Bank /td" Union Bank of India Std c artered Bank

>(D THE REGULATORY BODY RBI +RESERVE BANK OF INDIA.

>(D(> I*t&"du-ti"* T e Reser'e Bank of India $RBI% is t e central (ank of India! and &as esta(lis ed on April 6! 68=@ in accordance &it t e pro'isions of t e Reser'e Bank of India Act! 68=?" T e .entral Office is located at Mum(ai since inception" T oug originally pri'ately o&ned! since nationali+ation in 68?8! RBI is fully o&ned (y t e *o'ernment of India" It &as inaugurated &it a s are capital of Rs" @ .rore di'ided into s ares of Rs" 6<< eac fully paid up" T e entire s are &as firstly o&ned (y pri'ate s are olders" RBI is go'erned (y a central (oard $(oard eaded (y a go'ernor% appointed (y t e .entral *o'ernment of India" T e current go'ernor of RBI is )r" ) Su((arao" RBI as 99 regional offices across India" T e reser'e (ank of India &as nationalised in tt e year 68?8"
20

RBI is t e apex (anking institution in India" RBI is an autonomous (ody promoted (y t e go'ernment of India and is ead1uartered at Mum(ai" T e RBI plays a key role in t e management of t e treasury foreign exc ange mo'ements and is also t e primary regulator for (anking and non0(anking financial institutions" >(D(/ M#)"& Fu*-ti"*' O4 RBI T e functions are classified into t ree eads" A% Traditional functions B% Promotional functions and .% Super'isory functions A. T&#diti"*#% 4u*-ti"*' T e )epartment attends to t e core $central part% statutory function of note and coin issue and currency management" T is in'ol'es forecasting t e demand for fres notes and coins" T e )epartment re'ie&s 'arious security features of t e currency notes for incorporation in t e notes from time to time" It studies t e features of t e forged $artificial% notes detected and sei+ed &it a 'ie& to determining t e steps needed to (e taken to strengt en t e integrity of t e notes" T e )epartment also acts as a nodal )epartment for t e B aratiya Reser'e Bank -ote Mudran /td" 6"Monopoly of currency notes issue 9"Banker to t e *o'ernment$(ot t e central and state% ="Agent and ad'isor to t e *o'ernment ?"Banker to t e (ankers @"Acts as t e clearing ouse of t e country B"/ender of t e last resort A".ustodian of t e foreign exc ange reser'es 7"Maintaining t e external 'alue of domestic currency 8".ontroller of forex and credit 6<"2nsures t e internal 'alue of t e currency
21

66"Pu(lis es t e 2conomic statistical data 69",ig t against economic crisis and ensures sta(ility of Indian economy"

B. :&"m"ti"*#% 4u*-ti"*' 4it economic gro&t assuming a ne& urgency since Independence! t e range of t e Reser'e Bank5s functions as steadily &idened" T e (ank no& performs a 'ariety of de'elopmental and promotional functions! & ic ! at one time &ere regarded as outside t e normal scope of central (anking" T e RBI &as asked to promote (anking a(it! extend (anking facilities to rural and semi0ur(an areas! and esta(lis and promote ne& speciali+ed financing agencies" 6"Promotion of (anking a(it and expansion of (anking systems" 9"Pro'ides refinance for export promotion ="2xpansion of t e facilities for t e pro'ision of t e agricultural credit t roug -ABAR) ?"2xtension of t e facilities for t e 'm#%% '-#%e i*du't&ie' @":elping t e .o0operati'e sectors" B"Prescri(e t e minimum statutory re1uirement" A"Inno'ating t e ne& (anking (usiness transactions"

C. Su,e&$i'"&y 4u*-ti"*'

T e Reser'e Bank act! 68=? and t e Banking Regulation act! 68?8 a'e gi'en t e RBI &ide po&ers of super'ision and control o'er commercial and co0operati'e (anks! relating to licensing and esta(lis ments! (ranc expansion! li1uidity of t eir asset! management and met ods of &orking! amalgamation! reconstruction! and li1uidation" T e RBI is aut ori+ed to carry out periodical inspections of (anks and to call for returns and necessary information from t em" T e super'isory functions of t e RBI a'e elped a great deal in impro'ing t e standard of (anking in India to de'elop on sound lines and to impro'e t e met ods of t eir operation"
22

6" *ranting license to Banks" 9" Inspects and makes en1uiry or determine position in respect of matters under 'arious sections of RBI and Banking regulations =" Implements )eposit insurance sc eme ?"Periodical re'ie& of t e &ork of t e commercial (anks @"*i'ing directi'es to commercial (anks B".ontrol t e non0(anking finance corporation A"2nsuring t e ealt of financial system t roug on0site and off0site 'erification"

T ese are all t e functions & ic are protecti'e to t e Indian 2conomy! t ats & y RBI is considered as t e ead of all (anks

23

24

>(1 RETAIL BANKING!THE NE< FLAVOR >(1(> T?e C"*-e,t "4 Ret#i% B#*8i*5 !
T e Retail Banking encompasses deposit and assets linked products as &ell as ot er financial ser'ices offered to indi'idual for personal consumption" *enerally! t?e ,u&e Ret#i% B#*8i*5 i' -"*-ei$ed t" be t?e ,&"$i'i"* "4 m#'' B#*8i*5 ,&"du-t' #*d 'e&$i-e' t" ,&i$#te i*di$idu#%' #' ",,"'ed t" 9?"%e'#%e b#*8i*5 9?i-? 4"-u'e' "* -"&,"&#te -%ie*t'( O'er t e years! t e concept of Retail Banking as (een expanded to include in many cases t e ser'ices pro'ided to small and medium si+ed (usinesses" Some Banking portfolio" T e concept of Retail Banking is not ne& to Banks" It is only no& t at it is (eing 'ie&ed as an attracti'e market segment! & ic offers opportunities for gro&t &it profits" T e di'ersified portfolio c aracteristic of Retail Banking gi'es (etter comfort and spreads t e essence of Retail Banking lies in indi'idual customers" T oug t e term Retail Banking and Retail lending are often used synonymously! yet t e later is lust one side of Retail Banking" In Retail Banking! all t e Banking needs of indi'idual customers are taken care of in an integrated manner" Banks in 2urope e'en include t eir pri'ate Banking (usiness i"e" ser'ices to ig net &ort indi'iduals in t eir Retail

25

>(1(/ RETAIL BANKING :RODUCTS Ret#i% B#*8i*5 :&"du-t' 4"& De,"'it"&' !

Retail (anking products for depositors in 'arious segments of customers likeO c ildren! salaried persons! Senior citi+ens! professionals! tec nocrats5 (usiness men! Retail traders and farmers etc" includeC a" ,lexi deposit Accounts (" Sa'ings Bank Accounts c" Recurring )eposit Accounts d" S ort Term )eposits e" )eferred pension /inked )eposit Sc emes Today pure deposit type products are gi'ing &ay to multi0(enefit! multi0access genres of (anking products" Most of t e inno'ation is taking place in sa'ing Bank accounts to make t e meager return of ="@J p"a" t at t ey earn! more attracti'e" Most of t e Banks no& offer S&eep in and s&eep out account! called 90in06 accounts or ig er

'alue added sa'ings Bank accounts" T is account is a com(ination of sa'ings Bank and term deposit accounts and offers t&in (enefit of li1uidity of a sa'ings Bank account and interest earning of term deposit accounts"

26

Ret#i% %e*di*5 ,&"du-t'

I( :ousing /oans II( /oan for .onsumer goods III( Personal /oans for marriage! oneymoon!

medical treatment and olding etc" IV( 2ducation /oans V( Auto /oans VI( *old /oans VII( 2'ent /oans VIII( ,esti'al /oans I;( Insurance Products ;( /oan against Rent recei'a(les ;I( /oan against Pension recei'a(les to senior citi+ens ;II( )e(it and .redit .ards ;III( *lo(al and International .ards ;IV( /oan to )octors to set up t eir o&n .linics or for purc ase of medical e1uipments ;V( /oan for 4oman 2mpo&erment for t e Setting up of (outi1ues P Setting up of (eauty parlors P Setting up of crQc es P Setting up of flo&er s ops P ,or making jaipuri 1uilts etc" P Preparation and supply of ,ood Tiffins ;VI( /oan for purc ase of acoustic enclosures for )iesel *en" Sets etc

Ot?e& Ret#i% B#*8i*5 Se&$i-e' !

27

6" Payment of utility (ills like &ater! electricity! telep one and mo(ile p one (ills 9" Payment of insurance premiums on due dates =" Payment of mont ly31uarterly education fee of c ildren to t eir respecti'e sc ools ?" Remittance of funds from one account to anot er @" )emating of s ares! (onds! de(entures! and mutual funds B" Payment of credit card (ills on due dates A" /ast (ut not t e least! t e filing of income tax returns and payment of income tax

>(1(@ Add!"*' #*d F&eebie' !

To make t eir products and ser'ices more ser'ice more attracti'e so as to &oo Maximum num(er of customers! t e free(ies are as underC 6" ,ree collection of specified num(er of outstation instruments 9" Instant credit of outstanding c e1ues up to Rs"6@<<<30 =" .oncession in exc ange on demand drafts and pay0orders and commission on (ills of exc ange ?" Issuance of free personali+ed c e1ues (ooks @" ,ree issuance of ATM! )e(it! .redit and add0on .ards" Banks are 'ying &it eac ot er &it & ole lot off ,rills! goodies!

B" ,ree in'estment ad'isory ser'ices A" *rant of redeema(le re&ard points on use of credit cards 7" ,ree internet Banking! p one Banking and any & ere Banking facilities

28

8" Issuance of discount coupons for purc ase of 'arious products like computer accessories! music .)s! cassettes! (ooks! toys! garments etc" 6<" /ast (ut not t e least! issuance of free PDR! Trade ,air tickets etc" etc"

66" .oncession in rate of interest on *roup ad'ances

69" 2xemption in upfront fees

T ese concessions! free(ies and add0ons are (ased on t e True Relations ip Dalue of customers and is calculated (y t e return on 'arious products and ser'ices of t e Banks a'ailed (y t em" T ese concessions and free(ies are usually offered for purc ase of consumer goods (ut no& t ey a'e (ecome an integral part of Retail Banking products and ser'ices also"

>(E F#-t Fi%e' "4 B#*8' i* I*di#

T e first (ank in India to (e gi'en an ISO .ertification .anara Bank

29

T e first (ank in -ort ern India to get ISO 8<<9 certification for t eir selected (ranc es T e first Indian (ank to a'e (een started solely &it Indian capital T e first among t e pri'ate sector (anks in #erala to (ecome a sc eduled (ank in 68?B under t e RBI Act

Punja( and Sind Bank

Punja( -ational Bank

Sout Indian Bank

IndiaIs oldest! largest and most successful commercial (ank! offering t e &idest possi(le range of domestic! international and -RI State Bank of India products and ser'ices! t roug its 'ast net&ork in India and o'erseas IndiaIs second largest pri'ate sector (ank and is no& t e largest sc eduled commercial (ank in India T e ,ederal Bank /imited

Bank & ic started as pri'ate s are olders (anks! mostly 2uropeans Imperial Bank of India s are olders T e first Indian (ank to open a (ranc outside India in /ondon in 68?B and t e first to open a (ranc in continental 2urope at Paris in 68A?

Bank of India! founded in 68<B in Mum(ai

T e oldest Pu(lic Sector Bank in India a'ing (ranc es all o'er India Alla a(ad Bank and ser'ing t e customers for t e last 6=9 years T e first Indian commercial (ank & ic &as & olly o&ned and managed (y Indians

.entral Bank of India

Bank of India &as founded in 68<B in Mum(ai" It (ecame t e first Indian (ank to open a (ranc outside India in /ondon in 68?B and t e first to open a (ranc in continental 2urope at Paris in 68A?"

30

9
I-TRO)U.TIO- TO T:2 .OMPA-;

ICICI BANK :ROFILE

/(> OVERVIE<
31

I.I.I Bank is IndiaIs second0largest Bank &it total assets of Rs" =!88A"8@ (illion at Marc =6! 9<<7 and profit after tax of Rs" ?6"@7 (illion for t e year ended Marc =6! 9<<7" I.I.I Bank is second amongst all t e companies listed on t e Indian stock exc anges in terms of free float market capitali+ation" I.I.I Bank is India5s no"6 pri'ate sector Bank" T e Bank as a net&ork of a(out 6!=<7 (ranc es and =!8@< ATMs in India and presence in 67 countries" I.I.I Bank offers a &ide range of Banking products and financial ser'ices to corporate and Retail customers t roug a 'ariety of deli'ery c annels and t roug its speciali+ed su(sidiaries and affiliates in t e areas of in'estment Banking! life and non0life insurance! 'enture capital and asset management" T e Bank currently as su(sidiaries in t e United #ingdom! Russia and .anada! (ranc es in Unites States! Singapore! Ba rain! :ong #ong! Sri /anka! Hatar and )u(ai International ,inance .entre and representati'e offices in United Ara( 2mirates! . ina! Sout Africa! Banglades ! T ailand! Malaysia and Indonesia" Bank5s U# su(sidiary as esta(lis ed (ranc es in Belgium and *ermany" I.I.I Bank5s e1uity s ares are listed in India on Bom(ay Stock 2xc ange and t e -ational Stock 2xc ange of India /imited and its American )epositary Receipts $A)Rs% are listed on t e -e& ;ork Stock 2xc ange $-;S2%"

/(/ HISTORY OF ICICI BANK

32

I.I.I Bank &as originally ,&"m"ted i* >22B (y I.I.I /imited! an Indian financial institution! and &as its & olly0o&ned su(sidiary" I.I.IIs s are olding in I.I.I Bank &as reduced to ?BJ t roug a pu(lic offering of s ares in India in fiscal 6887! an e1uity offering in t e form of A)Rs listed on t e -;S2 in fiscal 9<<<! I.I.I Bank5s ac1uisition of Bank of Madura /imited in an all0 stock amalgamation in fiscal 9<<6! and secondary market sales (y I.I.I to institutional in'estors in fiscal 9<<6 and fiscal 9<<9" I.I.I &as formed in 68@@ at t e initiati'e of t e 4orld Bank! t e *o'ernment of India and representati'es of Indian industry" T e principal o(jecti'e &as to create a de'elopment financial institution for pro'iding medium0term and long0term project financing to Indian (usinesses" In t e 688<s! I.I.I transformed its (usiness from a de'elopment financial institution offering only project finance to a di'ersified financial ser'ices group offering a &ide 'ariety of products and ser'ices! (ot directly and t roug a num(er of su(sidiaries and affiliates like I.I.I Bank" In 6888! I.I.I (ecome t e first Indian company and t e first Bank or financial institution from non0Eapan Asia to (e listed on t e -;S2" After consideration of 'arious corporate structuring alternati'es in t e context of t e emerging competiti'e scenario in t e Indian Banking industry! and t e mo'e to&ards uni'ersal Banking! t e managements of I.I.I and I.I.I Bank formed t e 'ie& t at t e merger of I.I.I &it I.I.I Bank &ould (e t e optimal strategic alternati'e for (ot entities! and &ould create t e optimal legal structure for t e I.I.I groupIs uni'ersal Banking strategy" T e merger &ould en ance 'alue for I.I.I s are olders t roug t e merged entityIs access to lo&0cost deposits! greater opportunities for earning fee0(ased income and t e a(ility to participate in t e payments system and pro'ide transaction0 Banking ser'ices" T e merger &ould en ance 'alue for I.I.I Bank s are olders t roug a large capital (ase and scale of operations! seamless access to I.I.IIs strong corporate relations ips (uilt up o'er fi'e decades! entry into ne& (usiness segments! ig er market s are in 'arious (usiness

33

segments! particularly fee0(ased ser'ices! and access to t e 'ast talent pool of I.I.I and its su(sidiaries" In Octo(er 9<<6! t e Boards of )irectors of I.I.I and I.I.I Bank appro'ed t e merger of I.I.I and t&o of its & olly0o&ned Retail finance su(sidiaries! I.I.I Personal ,inancial Ser'ices /imited and I.I.I .apital Ser'ices /imited! &it I.I.I Bank" T e merger &as appro'ed (y s are olders of I.I.I and I.I.I Bank in Eanuary 9<<9! (y t e :ig .ourt of *ujarat at A mada(ad in Marc 9<<9! and (y t e :ig .ourt of Eudicature at Mum(ai and t e Reser'e Bank of India in April 9<<9" .onse1uent to t e merger! t e I.I.I groupIs financing and Banking operations! (ot & olesale and Retail! a'e (een integrated in a single entity"

>2CC

T e Industrial .redit and In'estment .orporation of India /imited $I.I.I% incorporated at t e initiati'e of t e 4orld Bank! t e *o'ernment of India and representati'es of Indian industry! &it t e o(jecti'e of creating a de'elopment financial institution for pro'iding medium0term and long0term project financing to Indian (usinesses" Mr"A"Ramas&ami Mudaliar elected as t e first . airman of I.I.I /imited" I.I.I emerges as t e major source of foreign currency loans to Indian industry" Besides funding from t e 4orld Bank and ot er multi0lateral agencies! I.I.I &as also among t e first Indian companies to raise funds from international markets"

>2CD >2CE >2D0 >2D> >2D1 >2D2 >21/

I.I.I declared its first di'idend of ="@J" Mr"*"/"Me ta appointed t e second . airman of I.I.I /td" I.I.I (uilding at 6B=! Back(ay Reclamation! inaugurated" T e first 4est *erman loan of )M @ million from #redianstalt o(tained" I.I.I made its first de(enture issue for Rs"B crore! & ic &as o'ersu(scri(ed" T e first t&o regional offices in .alcutta and Madras set up" T e second entity in India to set up merc ant (anking ser'ices"
34

Mr" :" T" Parek appointed t e t ird . airman of I.I.I" >211 I.I.I sponsored t e formation of :ousing )e'elopment ,inance .orporation" Managed its first e1uity pu(lic issue >21E >212 >2E/ Mr" Eames Raj appointed t e fourt . airman of I.I.I" Mr"Sidd art Me ta appointed t e fift . airman of I.I.I" 6879 C I.I.I (ecame t e first e'er Indian (orro&er to raise 2uropean .urrency Units" I.I.I commences leasing (usiness" >2EB >2EC >2ED Mr" S" -adkarni appointed t e sixt . airman of I.I.I" Mr" -"Dag ul appointed t e se'ent . airman and Managing )irector of I.I.I" I.I.I (ecame t e first Indian institution to recei'e A)B /oans" I.I.I! along &it UTI! set up .redit Rating Information Ser'ices of India /imited!

IndiaIs first professional credit rating agency" I.I.I promotes S ipping .redit and In'estment .ompany of India /imited" T e .orporation made a pu(lic issue of S&iss ,ranc A@ million in S&it+erland! t e first pu(lic issue (y any Indian entity in t e S&iss .apital Market" >2E1 I.I.I signed a loan agreement for Sterling Pound 6< million &it .ommon&ealt

)e'elopment .orporation $.).%! t e first loan (y .). for financing projects in India" >2EE >22@ Promoted T)I.I 0 IndiaIs first 'enture capital company" I.I.I Securities and ,inance .ompany /imited in joint 'enture &it E" P" Morgan set up" I.I.I Asset Management .ompany set up" >22B >22D I.I.I Bank set up" I.I.I /td (ecame t e first company in t e Indian financial sector to raise *)R" S.I.I merged &it I.I.I /td"
35

Mr" #"D"#amat appointed t e Managing )irector and .2O of I.I.I /td >221 I.I.I /td &as t e first intermediary to mo'e a&ay from single prime rate to t ree0tier prime rates structure and introduced yield0cur'e (ased pricing" T e name T e Industrial .redit and In'estment .orporation of India /td c anged to I.I.I /td" I.I.I /td announced t e takeo'er of IT. .lassic ,inance" >22E Introduced t e ne& logo sym(oli+ing a common corporate identity for t e I.I.I *roup" I.I.I announced takeo'er of Anagram ,inance" >222 I.I.I launc ed retail finance 0 car loans! dura(les" I.I.I (ecomes t e first Indian .ompany to list on t e -;S2 t roug American )epositary S ares" /000 I.I.I Bank (ecame t e first commercial (ank from India to list its stock on -;S2" I.I.I Bank announces merger &it Bank of Madura" /00> T e Boards of I.I.I /td and I.I.I Bank appro'ed t e merger of I.I.I &it Bank" /00/ I.I.I /td merged &it I.I.I Bank /td to create India5s secondlargest (ank in terms of assets" I.I.I assigned ig er t an so'ereign rating (y Moody5s" I.I.I Bank launc ed India5s first .)O $.ollateralised )e(t O(ligation% ,und named Indian .orporate .ollateralised )e(t O(ligation ,und $I..)O ,und%" K2 /o((yK! a self0ser'ice (anking centre inaugurated in Pune" It &as t e first of its kind in India" I.I.I Bank launc ed Pri'ate Banking" 66<<0seat .all .entre set up in :ydera(ad
36

ouse loans and loans for consumer

an issue of

I.I.I

I.I.I Bank :ome S oppe! t e first0e'er permanent aggregation and display of ousing projects in t e county! launc ed in Pune! ATM0on04 eels! India5s first mo(ile ATM! launc ed in Mum(ai" /00@ T e first Integrated .urrency Management .entre launc ed in Pune" I.I.I Bank announced t e setting up of its first e'er offs ore (ranc in Singapore" Representati'e office set up in . ina" C I.I.I Bank5s U# su(sidiary launc ed" India5s first e'er KDisa Mini .redit .ardK! a ?=J smaller credit card in dimensions launc ed" I.I.I Bank su(sidiary set up in .anada" Temasek :oldings ac1uired @"9J stake in I.I.I Bank" I.I.I Bank (ecame t e market leader in retail credit in India" /00B C Max Money! a ome loan product t at offers t e dual (enefit of ig er eligi(ility and afforda(ility to a customer! introduced" C Mo(ile (anking ser'ice in India launc ed in association &it Reliance Infocomm" C India5s first multi0(randed credit card &it :P./ and Airtel launc ed" C #isan /oan .ard and inno'ati'e! lo&0cost ATMs in rural India launc ed" I.I.I Bank opened its @<<t (ranc in India" I.I.I Bank introduced partners ip model & erein I.I.I Bank &ould forge an alliance &it existing micro finance institutions $M,Is%" T e M,I &ould undertake t e promotional role of identifying! training and promoting t e micro0finance clients and I.I.I Bank &ould finance t e clients directly on t e recommendation of t e M,I" I.I.I Bank introduced 707 Banking & erein all t e (ranc es of t e Bank &ould remain open from 7a"m" to 7 p"m" from Monday to Saturday" I.I.I Bank introduced t e concept of floating rate for ome loans in India" /00C ,irst rural (ranc and ATM launc ed in Uttar Prades at )elpandar&a! :ardoi"

37

K,ree for /ifeK credit cards launc ed & erein annual fees of all I.I.I Bank .redit .ards &ere &ai'ed off" I.I.I Bank and Disa jointly launc ed m. 1 R a re'olutionary credit card on t e mo(ile p one" ,irst Indian company to make a simultaneous e1uity offering of L6"7 (illion in India! t e United States and Eapan" Ac1uired I'estitsionno#reditny Bank of Russia" I.I.I Bank (ecame t e largest (ank in India in terms of its market capitali+ation" I.I.I Bank (ecame t e first pri'ate entity in India to offer a discount to retail in'estors for its follo&0up offer" /00D I.I.I Bank (ecame t e first Indian (ank to issue y(rid Tier06 perpetual de(t in t e international markets" I.I.I Bank su(sidiary set up in Russia" Introduced a ne& product 0 S-RI smart sa'e )eposits5 R a uni1ue fixed deposit sc eme for nonresident Indians" Representati'e offices opened in T ailand! Indonesia and Malaysia" I.I.I Bank (ecame t e largest retail player in t e market to introduce a (iometric ena(led smart card t at allo& (anking transactions to (e conducted on t e field" A lo&0cost solution! t is (ecame an effecti'e deli'ery option for I.I.I Bank5s micro finance institution partners" ,inancial counseling centre )is a launc ed" )is a pro'ides free credit counseling! financial planning and de(t management ser'ices" B oomi puja conducted for a regional u( in :ydera(ad! And ra Prades " /001 I.I.I BankSs US) 9 (illion =0tranc e international (ond offering &as t e largest (ond offering (y an Indian (ank" Sangli Bank amalgamated &it I.I.I Bank"
38

I.I.I Bank raised Rs 9<!<<< crore $approx L@ (illion% from (ot international markets t roug a follo&0on pu(lic offer"

domestic and

I.I.I Bank5s *BP =@< million international (ond offering marked t e inaugural deal in t e sterling market from an Indian issuer and also t e largest deal in t e sterling market from Asia" /aunc ed India5s first e'er je&ellery card in association &it je&elry major *itanjali *roup" I.I.I Bank (ecame t e first (ank in India to launc a premium credit card 00 T e Disa Signature .redit .ard" ,oundation stone laid for a regional u( in *and inagar! *ujarat" Introduced SM2 Toolkit! an online resource centre! to enterprises start! finance and gro& t eir (usiness" I.I.I Bank signed a multi0tranc e dual currency USL 6"@ (illion syndication loan agreement in Singapore" I.I.I Bank (ecame t e first pri'ate (ank in India to offer (ot floating and fixed rate on car loans! commercial 'e icles loans! construction e1uipment loans and professional e1uipment loans" In a first of its kind! nation &ide initiati'e to attract (rig t graduate students to pursue a career in (anking! I.I.I Bank launc ed t e KPro(ationary Officer ProgrammeK" /aunc ed BankT ome ser'ices for all sa'ings and current a3c customers residing in India I.I.I Bank 2urasia //. inaugurated its first (ranc at St Peters(urg! Russia" /00E I.I.I Bank enters US! launc es its first (ranc in -e& ;ork I.I.I Bank enters *ermany! opens its first (ranc in ,rankfurt I.I.I Bank launc ed iMo(ile! a (reakt roug inno'ation in (anking & ere practically all internet (anking transactions can no& (e simply done on mo(ile p ones" I.I.I Bank concluded IndiaIs largest e'er securiti+ation transaction of a pool of retail
39

elp small and medium

loan assets aggregating to Rs" ?7"8B (illion $e1ui'alent of US) 6"96 (illion% in a multi0 tranc e issue (acked (y four different asset categories" It is also t e largest deal in Asia $ex0Eapan% in 9<<7 till date and t e second largest deal in Asia $ex0Eapan F Australia% since t e (eginning of 9<<A" I.I.I Bank launc es I.I.IA.TID2 0 Banking Interacti'e Ser'ice 0 along &it )IS:TD! & ic &ill allo& 'ie&ers to see information a(out t e BankIs products and ser'ices and contact details on t eir )IS:TD screens" I.I.I Bank and Britis Air&ays launc co0(randed credit card! & ic is designed to earn accelerated re&ard points to t e card olders &it e'ery Britis Air&ays flig t or (y spending on e'eryday purc ases I.I.I Bank Board appoints Mr #" D" #amat . anda #oc April =<! 9<<8 as non0executi'e . airman and Ms

ar as Managing )irector F .2O effecti'e May 6! 9<<8! & ile t e

existing non0executi'e . airman Mr - Dag ul retires after completing is term on

/(@ VISION
T" be t?e %e#di*5 ,&"$ide& "4 4i*#*-i#% 'e&$i-e' i* I*di# #*d # m#)"& 5%"b#% B#*8( T e I.I.I *roup &as formed &it t e o(jecti'e of supporting India5s gro&t and de'elopment" 4 ile It as transformed from a de'elopment Bank to a di'ersified financial ser'ices group! t is 'ision continues to form t e core of all t ey do" Bank partner t e gro&t of Indian (usiness and elp indi'iduals impro'es t eir 1uality of life! t roug con'enient access to financial products and ser'ices" In addition to financial ser'ices! it supports initiati'es for socio0 economic de'elopment t roug Projects focused on ealt care! education and access to markets" Bank seeks to impro'e access to opportunity! and t e a(ility to make t e most of it! for (usinesses and indi'iduals 0 to elp people mo'e to&ards a (etter life"

/(B MISSION
40

(e t e Banker of first c oice for our customers (y deli'ering ig 1uality! &orld0class products and ser'ices" 2xpand t e frontiers of our (usiness glo(ally" Play a proacti'e role in t e full reali+ation of India5s potential" maintain a ealt y financial profile and di'ersify our earnings across (usinesses and geograp ies" Maintain ig standards of go'ernance and et ics" .ontri(ute positi'ely to t e 'arious countries and markets in & ic &e operate" create 'alue for our stake olders

STRATEGY OF THE ICICI BANK

Strategy0
6" Identify and support projects and programmes t at are &it in its focus areas and! a'e a large0 scale and measura(le R impact are replica(le in a cost effecti'e mannerO and are time R(ound" 9" Identify and support pilot projects &it in its focus areas" =" .ontri(ute to&ards impro'ing t e efficacy of assisted organi+ations t roug C capacity (uilding pro'iding access to researc and informationO and pro'iding platforms for an effecti'e exc ange of ideas! t oug ts and experiences"

41

B"#&d Membe&'
Mr" -" Dag ul! . airman Mr" Sridar Iyengar Mr" /aks mi -" Mittal Mr" -arendra Murkum(i )r" Anup #" Pujari Mr" Anupam Puri Mr" M"#" S arma Mr" P"M" Sin a Prof" Marti *" Su(ra manyam Mr" T"S" Dijayan Mr" D" Prem 4atsa Mr" #"D" #amat ! Managing )irector F .2O Ms" . anda #oc ar! Eoint Managing )irector F . ief
42

,inancial Officer Mr" D" Daidyanat an! 2xecuti'e )irector Mr" Sonjoy . atterjee! 2xecuti'e )irector Mr" #" Ramkumar! 2xecuti'e )irector

B"#&d C"mmittee'

Audit C"mmittee Mr" Sridar Iyengar Mr" -arendra Murkum(i Mr" M" #" S arma

B"#&d G"$e&*#*-e = Remu*e&#ti"* C"mmittee Mr" -" Dag ul Mr" Anupam Puri Mr" M" #" S arma Mr" P" M" Sin a Prof" Marti *" Su(ra manyam C&edit C"mmittee Mr" -" Dag ul Mr" -arendra Murkum(i Mr" M "#" S arma Mr" P" M" Sin a Mr" #" D" #amat Ri'8 C"mmittee

Cu't"me& Se&$i-e C"mmittee Mr" -" Dag ul Mr" -arendra Murkum(i Mr" M"#" S arma Mr" P"M" Sin a Mr" #" D" #amat F&#ud M"*it"&i*5 C"mmittee

43

Mr" M" #" S arma Mr" -arendra Murkum(i Mr" #" D" #amat Ms" . anda )" #oc ar Mr" D" Daidyanat an S?#&e T&#*'4e& = S?#&e?"%de&'FG I*$e't"&'F G&ie$#*-e C"mmittee Mr" M" #" S arma Mr" -arendra Murkum(i Ms" . anda )" #oc ar

Mr" -" Dag ul Mr" Sridar Iyengar Prof" Marti *" Su(ra manyam Mr" D" Prem 4atsa Mr" #" D" #amat A''et!Li#bi%ity M#*#5eme*t C"mmittee Ms" . anda )" #oc ar Mr" Sonjoy . atterjee Mr" D" Daidyanat an

C"mmittee "4 Di&e-t"&' Mr" #" D" #amat Ms" . anda )" #oc ar Mr" D" Daidyanat an Mr" Sonjoy . atterjee Mr" #" Ramkumar

/(C Se*i"& Debt = De,"'it R#ti*5' "4 ICICI B#*8 Limited

Agency MoodyIs ,. 0 /ong Term ,. 0 /ong Term SFP ,. 0 S ort Term E.RA ,. 0 /ong Term

India Baa9 BBB0 A0= BBBU

I.I.I Bank /imited Baa9 BBB0 A0= BBBU

44

Rupee 0 /ong Term .AR2 ,ixed )eposits Rupee 0 S ort Term Rupee 0 /ong Term I.RA Term )eposit Rupee 0 S ort Term

.are 0 AAA .are 0 AAA PR6U /AAA MAAA A6U

MoodyIsC MoodyIs In'estor Ser'ices S F PC Standard F Poors E.RAC Eapan .redit Rating Agency .AR2C .redit Analysis F Researc /imited! India I.RAC I.RA /imited! India ,.C ,oreign .urrency

45

/(D ICICI GROU:

46

47

I.I.I Prudential /ife Insurance .ompany $I.I.I Prudential /ife% continued to maintain its market leaders ip among pri'ate sector life insurance companies &it a retail market s are of=<J in t e pri'ate sector as of )ec <B $on &eig ted recei'ed premium (asis%" /ife insurance companies &orld&ide make losses in t e initial years! in 'ie& of (usiness set0up and customer ac1uisition costs in t e initial years as &ell as reser'ing for actuarial lia(ility"

I.I.I /om(ard *eneral Insurance .ompany $I.I.I /om(ard% en anced its leaders ip Position among pri'ate sector general insurance companies &it a market s are of around=BJ in t e pri'ate sector as of )ec <B" T e retail and ot er non0corporate (usinesses are a(out t&o0 t irds of t e total (usiness! and its profit after tax for t e 8M,;<A &as a(out Rs"<"?8(n"

48

Prudential I.I.I Asset Management .ompany $Prudential I.I.I AM.% is one of t e largest mutual funds in India &it toRs"<"6A(n in fiscal 9<<@ assets under management of Rs==="@(n as on )ec =6! 9<<B"Prudential I.I.I AM. ac ie'ed a profit after tax of Rs"<"=6(n in fiscal 9<<B compared

I.I.I Securities continued to en ance its position in t e in'estment (anking and e1uity Broking (usinesses & ile capitali+ing on opportunities in t e fixed income market" I.I.I Securities ac ie'ed a profit after tax of Rs"6"B(n in fiscal 9<<B compared to Rs"<"B?(n in ,iscal 9<<@"

I.I.I Denture ,unds Management .ompany /imited $I.I.I Denture% raised t&o funds and strengt ened its leaders ip position in pri'ate e1uity in India! &it funds under management of o'er Rs"B=(n" I.I.I Denture ac ie'ed a profit after tax of Rs"<"@<(n in fiscal 9<<Bcompared to Rs"<"=9(n in fiscal 9<<@"

SUBSIDARY COM:ANIES
At Marc =6! 9<<7! I.I.I Bank ad 6A su(sidiaries as listed (elo&C

DOMESTIC SUBSIDERIES
49

INTERNATIONAL SUBSIDARIES

6" Su(sidiary of I.I.I Bank .anada" 9" Su(sidiary of I.I.I Securities /imited" =" Su(sidiary of I.I.I Securities :oldings Inc"

/(D(> ICICI ,&ude*ti#% %i4e i*'u&#*-e -"m,#*y

I.I.I Prudential /ife Insurance .ompany is a joint 'enture (et&een I.I.I Bank 0 one of IndiaIs foremost financial ser'ices companies0and Prudential plc 0 a leading international financial
50

ser'ices group ead1uartered in t e United #ingdom" Total capital infusion stands at Rs" ?A"7< (illion! &it I.I.I Bank olding a stake of A?J and Prudential plc olding 9BJ" 4e (egan our operations in )ecem(er 9<<< after recei'ing appro'al from Insurance Regulatory )e'elopment Aut ority $IR)A%" Today! our nation0&ide team comprises of o'er 96<< (ranc es $inclusi'e of 6!66B micro0offices%! o'er 98<!<<< ad'isorsO and 67 (ancassurance partners" ICICI :&ude*ti#% i' t?e 4i&'t %i4e i*'u&e& i* I*di# t" &e-ei$e # N#ti"*#% I*'u&e& Fi*#*-i#% St&e*5t? &#ti*5 "4 AAA +I*d. 4&"m Fit-? &#ti*5' " ,or t ree years in a ro&! I.I.I Prudential as (een 'oted as IndiaIs Most Trusted Pri'ate /ife Insurer! (y T e 2conomic Times 0 A. -ielsen OR* Marg sur'ey of IMost Trusted BrandsI" As &e gro& our distri(ution! product range and customer (ase! &e continue to tirelessly up old our commitment to deli'er &orld0 class financial solutions to customers all o'er India"

/(D(/ ICICI Se-u&itie'

I.I.I Securities /td is t e largest e1uity ouse in t e country pro'iding end0to0end solutions $including &e(0(ased ser'ices% t roug t e largest non0(anking distri(ution c annel so as to fulfil all t e di'erse needs of retail and corporate customers" I.I.I Securities $I0Sec% as a dominant position in its core segments of its operations 0 .orporate ,inance including 21uity .apital Markets Ad'isory Ser'ices! Institutional 21uities! Retail and ,inancial Product )istri(ution" 4it a full0ser'ice portfolio! a roster of (lue0c ip clients and performance second to none! &e a'e a formida(le reputation &it in t e industry" Today I.I.I Securities is among t e leading ,inancial Institutions in (ot on I0Sec t e institutional out of as &ell as retail in side" India" :ead1uartered Mum(ai! operates se'eral locations

I.I.I Securities Inc"! t e stepdo&n & olly o&ned US su(sidiary of t e company is a mem(er of t e -ational Association of Securities )ealers! Inc" $-AS)%" As a result of t is mem(ers ip! I.I.I Securities Inc" can engage in permitted acti'ities in t e U"S" securities markets" T ese
51

acti'ities include )ealing in Securities and .orporate Ad'isory Ser'ices in t e United States and pro'iding researc and in'estment ad'ice to US in'estors"

I.I.I Securities Inc" is also registered &it t e ,inancial Ser'ices Aut ority! U# $,SA% and t e Monetary Aut ority of Singapore $MAS%"

/(D(@ ICICI Se-u&itie' :&im#&y De#%e&'?i, Ltd(

I.I.I Securities Primary )ealers ip /imited is an ackno&ledged leader in t e Indian fixed income and money markets! &it a strong franc ise across t e spectrum of interest rate products and ser'ices R institutional sales and trading! resource mo(ili+ation and researc " One of t e first entities to (e granted Primary )ealers ip license (y RBI! I0Sec P) as made pioneering contri(utions since inception to de(t market de'elopment in India" T e I0Sec P) desks trade acti'ely in go'ernment securities! s&aps and corporate (onds markets" In eac of t ese markets! it enjoys dominant position! accounting for a significant s are of trading turno'er" Inno'ation and insig t in rate markets dri'e I0Sec P)5s relations ip &it clients" 4e acti'ely assist clients in pro'iding interest rate structures to suit t eir o(jecti'es" I0Sec P) Sales team as de'eloped a strong net&ork of relations ips co'ering institutional in'estors suc as (anks! mutual funds! insurance companies! pro'ident funds and non0(anking finance companies" T ese relations ips are ser'iced (y a &ide distri(ution net&ork &it footprints across t e country" T e .apital Markets desks5 profound understanding of resource re1uirements of clients coupled &it I0Sec P)5s client relations ips make us SArranger5 of c oice" I0Sec P) is also credited &it pioneering de(t market researc in India" Our in0dept researc and independent and &ell0considered market commentaries are &idely read and acclaimed" I0Sec P)5s expertise and leaders ip position a'e (een consistently recognised (y domestic and international agencies" I0Sec P) as (een recogni+ed as t e SBest )omestic Bond :ouse in India5 (y Asiamoney for 9<<9! 9<<=! 9<<?! 9<<@ and 9<<A" It as also (een a&arded t e
52

prestigious SBest Bond :ouse5 (y ,inanceasia"com for t e years 0 9<<6! 9<<?! 9<<@! 9<<B and 9<<A" T ese a&ards are a strong testimony of our capa(ilities and continuing dominant position in t e market"

/(D(B ICICI L"mb#&d Ge*e&#% I*'u&#*-e C"m,#*y Limited

I.I.I /om(ard *eneral Insurance .ompany /imited is a A?C9B joint 'enture (et&een I.I.I Bank /imited and t e .anada (ased L 9B (illion ,airfax ,inancial :oldings /imited" I.I.I Bank is IndiaIs second largest (ank! & ile ,airfax ,inancial :oldings is a di'ersified financial corporate engaged in general insurance! reinsurance! insurance claims management and in'estment management" /om(ard .anada /td! a group company of ,airfax ,inancial :oldings /imited! is one of .anadaIs oldest property and casualty insurers" I.I.I /om(ard *eneral Insurance .ompany recei'ed regulatory appro'als to commence general insurance (usiness in August 9<<6"

/(D(C ICICI :&ude*ti#% A''et M#*#5eme*t C"m,#*y

I.I.I Prudential Asset Management .ompany enjoys t e strong parentage of Prudential plc! one of U#Is largest players in t e insurance & fund management sectors and I.I.I Bank! a &ell0kno&n and trusted name in financial ser'ices in India" I.I.I Prudential Asset Management .ompany, in a span of just o'er eig t years! as forged a position of pre0eminence in t e Indian Mutual ,und industry as one of t e largest asset management companies in t e country &it a'erage assets under management of Rs" @6!?@B"66 .rore $as of Marc =6! 9<<8%" T e .ompany manages a compre ensi'e range of sc emes to meet t e 'arying in'estment needs of its in'estors spread across 9=< cities in t e country"

/(D(D ICICI Ve*tu&e

I.I.I Denture is one of t e largest and most successful pri'ate e1uity firms in India &it funds under management in excess of US) 9 (illion" I.I.I Denture! o'er t e years
53

as (uilt an

en'ia(le portfolio of companies across sectors including p armaceuticals! Information Tec nology! media! manufacturing! logistics! textiles! real estate etc t ere(y (uilding sustaina(le 'alue" It as se'eral NfirstsM to its credit in t e Indian Pri'ate 21uity industry" Amongst t em are India5s first le'eraged (uyout $Infomedia%! t e first real estate in'estment $.y(er *ate&ay%! t e first me++anine financing for a ac1uisition $Arc P armala(s% and t e first Sroyalty0(ased5 structured deal in P arma Researc F )e'elopment $)r Reddy5

/(1 HUMAN RESOURCES

I.I.I BA-# (elie'es t at it is imperati'e for industry in general and t e financial ser'ices industry in particular! to in'est in preparing industry0ready uman talent to sustain its gro&t trajectory" )uring fiscal 9<<7! I.I.I launc ed t e NPro(ationary Officer Programme"M It &as a first of its kind! nation &ide initiati'e to pro'ide a career opportunity to aspiring and (rig t graduates & o &ould a'e ot er&ise (een excluded from participating in t e nation5s gro&t " T e I.I.I *roup colla(orated &it Manipal Uni'ersal learning to create t e I.I.I Manipal

Academy for Banking F Insurance to generate inclusi'e employment opportunities for capa(le! young graduates" It offers a fully paid one0year residential training programme to more t an 7<< graduates & o a'e (een selected from across India t roug a rigorous process" T is one0year programme stri'es to increase efficiency and impro'e customer experience (y ena(ling first day employee producti'ity t roug kno&ledge! skills and grooming inputs" It aims at integrating students into t e I.I.I *roup et os and &ork et ics" Attempting to (ridge t e skills gap t at exists in India and especially in t e Banking industry! Bank launc ed t e Branc Academy in fiscal 9<<7"
54

Banking Academy! 4ealt

Management Academy and Sales

T ese academies a'e (een launc ed &it t e premise t at Banking skills can (e created and extended to t ose & o a'e t e (asic aptitude to learn" T ese jo(0linked! skill0en ancement academies are aimed at increasing t e speed to jo(" BA-# as effecti'ely deployed certified (ranc managers and (ranc operations managers for all our ne& (ranc es &it in six mont s t roug t e Branc /eaders ip Program" Banks training initiati'es attempt to (uild rele'ant and standardi+ed kno&ledge and skills t at can (e replicated and made accessi(le to its distri(uted employee net&ork easily" In fiscal 9<<7! Bank pioneered game0(ased learning and simulation in Banking" A (ranc Banking simulator and se'eral game0(ased modules &ere created to pro'ide 'irtual en'ironments for skills practice and en ance t e 1uality of ser'ice deli'ery" In fiscal 9<<7! &e explored mo(ile learning as a c annel to pro'ide performance support t roug instant learning" T is c annel! & ic is easily a'aila(le to our entire front line sales team! stri'es to&ards resol'ing all customer 1ueries and facilitates fla&less sales closure" I.I.I Bank &as recogni+ed in t e glo(al list of Top .ompanies for /eaders in 9<<A! according to a sur'ey conducted (y :e&itt Associates in partners ip &it t e RB/ group and ,ortune maga+ine" Bank5s in0 ouse leaders ip de'elopment programme continues to (uild leaders ip talent &it in t e organi+ation"

/(E INFORMATION TECHNOLOGY

I.I.I Bank continues to deploy tec nology for use in Banking" .ontinued focus on le'eraging tec nology as resulted in process efficiencies and en anced con'enience for customers" T e emp asis on an enterprise 'ie& of tec nology as led to an arc itecture t at is ig ly aligned to t e c anging (usiness en'ironment"
55

)uring fiscal 9<<7! Bank as augmented its traditional c annels &it offerings on t e mo(ile and self0ser'ice transaction capa(ility" 4it financial transactions t roug mo(ile p ones" In order to strengt en decision making in its asset (usinesses! Bank as implemented t e ence eliminates (usiness rules engine concept during t e last fiscal" T e engine offers rule flo&s! decision ta(les! decision trees and score models for asset product applicants and su(jecti'ity in decision0making! t ere(y limiting exposure risks" T e implementation of a compre ensi'e collections system as (een anot er de'elopment in t e Retail asset (usiness" Operations in ne& (ranc es in *ermany and US a'e (een ena(led &it standardi+ed systems for Banking accounts! internet Banking and regulatory reporting" To support t e expansion of pri'ate Banking and &ealt management (usinesses in o'erseas geograp ies! BA-# o'erseas operations" It as strengt ened its security frame&ork to include t e mo(ile c annel" 2ffecti'e steps a'e (een taken to control online security t reats suc as p is ing! frauds and identity t efts" By adopting t e transaction security system at ATMs! all ATM transactions are no& end0to0end secure as per recommended industry standards as deployed a compre ensi'e pri'ate Banking system" T is pro'ides en anced portfolio management tools and effecti'e risk management capa(ilities for its a 'ie& to en ance customer con'enience and pro'ide ser'ices on a continuous and location independent (asis! I.I.I BA-# as ena(led

L"-#ti"*
I.I.I Bank as a net&ork of a(out @A= (ranc es and extension counters and o'er 9!<<< ATMs"

A9#&d' = Re-"5*iti"*'
56

ICICI B#*8 /001

.-B. A&aa+ .onsumer A&ards 9<<A forC Most Preferred (rand for Auto /oans Most Preferred (rand for .redit .ards Most Preferred (rand for ,inancial Ad'isory Ser'ices Most Preferred (rand for :ome /oans" *lo(al ,inance A&ards for C T e Best .onsumer Internet Bank in India" T e Best .orporate 3 Institutional Internet Bank in India" I.I.I Bank as &on t e 2uromoney A&ard for t e KBest Bank in AsiaK and KBest Bank in IndiaK AsiaIs Best ,inancial Borro&er 9<<A 0 2uromoney Best Bank in t e -e& Pri'ate Sector Bank category By ,inancial 2xpress" 2xcellence in Remittance Business A&ard! 9<<A from Asian Banker" I.I.I Bank as &on t e Reader5s )igest Trusted Brand *old A&ard for t e Bank category in India in 9<<A"

A9#&d' = Re-"5*iti"*' ICICI B#*8 /00D

Bank of t e ;ear 9<<B India (y t e Banker

57

T:2 ASS2T TRIP/2 AAA A&ards for C Best Transaction Bank in I-)IA Best Trade ,inance in India Best )omestic .ustody in India Business StandardIs Banker of t e ;ear for Mr"#"D"#amat .-B.0TD67 India Business /eader A&ard for Mr" #" D" #amat Business IndiaIs Best Bank of t e ;ear 9<<B Ms". anda #oc ar featured on ,ortuneIs @< Most Po&erful 4omen in International Business" -)TD Profit Business /eaders ip A&ard in t e Banking category" Ms" #alpana Morparia and Ms" /alita *upte featured on ,or(es Most Po&erful 4omen .II -ational A&ard for 2nergy Management Business Baron 0 Most Admired Bank *lo(al ,inance A&ard for 4orldIs Best ,oreign 2xc ange Bank from IndiaK and t e K4orldIs Best Trade ,inance from IndiaK *lo(al ,inance A&ards for C Best Integrated .onsumer Bank Site in Asia Bill Presentment and Payment in Asia Best .onsumer Internet Bank in India Best .orporate3 Institutional Internet Bank in India I.I.I Bank &ins t ree a&ards for outstanding performance from Asian Banker Best Retail Bank India 2xcellence in Multi . annel )istri(ution 2xcellence in Automo(ile /ending A&ard ReaderIs )igest India 0 Most Trusted Brand A&ard for 9<<B 'oted (y consumers A9#&d' = Re-"5*iti"*' ICICI B#*8 /00C T e Asian Banker /eaders ip Ac ie'ement A&ard 9<<@ for India for Mr"#"D"#amat
58

Businessman of t e ;ear A&ard for Mr"#"D"#amat (y Business India ER) Tata .orporate /eaders ip A&ard for Mr"#"D"#amat Best /ocal .as Management Bank O'erall for )omestic .as Management Ser'ices 0 Asiamoney Best /ocal .as Management Bank for Most Inno'ati'e .as Management Solutions 0 Asiamoney /isted on ,or(esI AsiaIs ,a( @< /isted in Business 4eek Top @< Performers 2conomic Times A&ard for Business&oman Of T e ;ear Triple AAA Best .as Management .ountry A&ard in IndiaK (y T e Asset Bank of t e ;ear A&ard for IndiaM (y T e Banker Best Bank in IndiaM (y 2uromoney Best Integrated .onsumer Bank Site in Asia (y *lo(al ,inance Best .onsumer Internet Bank in India (y *lo(al ,inance Best .orporate 3 Institutional Internet Bank (y *lo(al ,inance Building Talent 2nterprise0&ise A&ard for 2xcellence in /earning from t e American Society for Training and )e'elopment

A9#&d' = Re-"5*iti"*' ICICI B#*8 /00B American Indian ,oundationIs /eaders ip for Social 2ntrepreneurs ip in India
59

KBest Bank in IndiaK (y 2uromoney KBest :ig 0;ield Borro&er in IndiaK (y 2uromoney KIndiaIs Most .ustomer ,riendly BankK (y Outlook Money KBest BankK (y Business India KIndia )eri'ati'e :ouse of t e ;earK (y AsiaRisk KBest .onsumer Internet Bank in IndiaK (y *lo(al ,inance KBest .orporate 3 Institutional Internet Bank in IndiaK (y *lo(al ,inance KMost . allenging IT Implementation A&ardK for t e I.I.I Bank 2AI project (y P. Huest KBest )omestic .ommercial BankK in India (y Asiamoney KBest 2merging Market Bank in IndiaK (y *lo(al ,inance KBest )omestic ,x Bank in IndiaK (y Asiamoney Poll KBest Bank of t e ;ear in IndiaK (y ,inance Asia KBest Retail Bank in IndiaK (y Asian Banker KBest ,oreign 2xc ange Bank in IndiaK (y *lo(al ,inance KIndiaIs Most Admired Pri'ate Sector BankK (y Business Barons

60

/(>> ICICI BANK :RODUCTS = SERVICES

MUTUAL FUND

SAVING ACCOUNT PRODUCT S & SERVICES

SALARY ACCOUNT

FIXED DEPOSIT

ATM SERVICRS

61

DE:OSITS

+de#%t u*de& RCLG GROU:.

NRI SERVICES +de#%t u*de& RCLG GROU:.

-R2 Sa'ings A3c -RO Sa'ings A3c -R2 ,ixed )eposit -R2 Recurring )eposit ,.-R ,ixed )eposit R,. Sa'ings A3c

Sa'ings A3c Special Sa'ings A3c Senior citi+en ser'ices5 ,ixed deposits5 2asy ,) Recurring )eposit Pri'ate Banking Roaming .urrent A3c ;oung stars Salary A3c 4omen A3c 22,. A3c R,. A3c Pri'ilege Banking -o frills A3c Out&ard remittances

INVESTMENT
I.I.I Bank Bonds *OI Bonds Pure *old ,oreign exc ange ser'ices Senior citi+en sa'ings sc eme!9<<? Mutual funds IPO

MOBILE BANKING +de#%t by 'e&$i-e -e*t&e.

Bank A3c .redit .ard

CARDS

+de#%t u*de& RCLG GROU:.

.redit .ards )e(it cum ATM .ards Tra'el .ards

)emat /oans

62

ONLINE SERVICES
+de#%t by 'e&$i-e -e*t&e.

LOANS
+ DEALT UNDER RMAG AND RA:G.

Bill Payment S opping Ticket (ooking Prepaid mo(ile rec arge Smart money order .ard090.ard0,T ,unds transfer S are trading c arity

:ome loans Personal loans .ar loans /oan against securities ,arm e1uipment loans .onstruction e1uipment loans Medical e1uipment loans Pre appro'ed loans De icle loan

DEMAT

+THROUGH ICICI DIRECT.

INSURANCE
/I,2 I-SURA-.2 *2-2RA/ I-SURA-.2

Account opening Speak to transfer )igitally signed statement Status of re1uest

63

ICICI BANK

RETAIL BANKING CORPORATE BANKING

INTERNATIONA L BANKING

RURAL BANKING

/(>/ BUSINESS OF ICICI BANK

RETAIL BANKING

I.I.I BA-# i' #m"*5 t?e 4i&'t

B#*8' t" ide*ti4y t?e 5&"9t? ,"te*ti#% "4 Ret#i% -&edit i*

I*di#" Bet&een 9<<= and 9<<B t e Banking system as a & ole sa& significant expansion of Retail credit! &it Retail loans accounting for a major part of o'erall systemic credit gro&t " :o&e'er! due to t e increase in interest rates follo&ing inflationary pressures! Retail credit gro&t in t e Banking system as moderated from a(out =<J o'er t e last fe& years to a(out 6<R6@J currently" At t e same time! t e Retail credit (usiness re1uires a ig le'el of credit and analytical skills and strong operations processes (acked (y tec nology" BA-#5s Retail strategy is centered on a &ide distri(ution net&ork! comprising its (ranc es and offices! direct marketing agents and dealer and real estate de'eloper relations ipsO a compre ensi'e and competiti'e product suiteO tec nology0ena(led (ack0office processesO and a ro(ust credit and analytical frame&ork"

ICICI B#*8 i' t?e %#&5e't ,&"$ide& "4 Ret#i% -&edit i* I*di#( Its total Retail portfolio &as Rs" 6!=6B"B= (illion at Marc =6! 9<<7! constituting @7J of our total loans at t at date" )uring fiscal 9<<7! I.I.I continued its focus on strengt ening its Retail deposit franc ise to create a sta(le funding (ase"
64

Its current and sa'ings account $.ASA% deposits as a percentage of total deposits increased from 99J at Marc =6! 9<<A to 9BJ at Marc =6! 9<<7! &it sa'ings account deposits increasing (y =BJ during fiscal 9<<7" )uring t e year! BA-# as expanded its (ranc net&ork su(stantially" At Marc =6! 9<<7! BA-# ad 6!9B9 (ranc es F extension counters compared to A@@ (ranc es F extension counters at Marc =6! 9<<A! including t e addition of a(out 9<< (ranc es t roug t e merger of Sangli Bank" (ranc net&ork as furt er increased to 6!=BA as of May =6! 9<<7"

I.I.I Bank continued to expand its electronic c annels! namely internet (anking! mo(ile Banking! call centers ! point of sale terminals and ATMs! and migrate customer transaction 'olumes to t ese c annels" Bank increased ATM net&ork to =!776 ATMs at Marc =6! 9<<7 from =!9A6 ATMs at Marc mo(ile Banking =6! 9<<A" .all centers a'e a total seating capacity of approximately B!=A@ sales and ser'ice &orkstations" Transaction 'olumes on internet and a'e gro&n significantly! constituting an increasing percentage of total customer transactions" )uring t e year! I.I.I launc ed a mo(ile Banking ser'ice ena(ling a &ide range of (anking transactions using t e mo(ile p one" .ross0selling ne& products and also t e products of its life and general insurance su(sidiaries to its existing customers is a key focus area for t e Bank" Its (ranc es and ot er c annels are increasingly (ecoming important points of sale for our insurance su(sidiaries" In fiscal 9<<7! a(out 68J of I.I.I Prudential /ife Insurance .ompany5s ne& (usiness &as generated t roug I.I.I Bank" T e .ustomer Ser'ice .ouncil comprising & ole time directors and senior management meets regularly to re'ie& our customer ser'ice initiati'es" Bank as implemented a structured customer feed(ack process & ere feed(ack is recei'ed from customers t roug e0mail! mo(ile messaging and telep one"
65

Ser'ice 1uality team is responsi(le for tracking resolution and turn0around times for ser'ice re1uests! identifying root causes to (e addressed t roug process impro'ements! re&arding ac ie'ements in customer ser'ice and institutionali+ing learning5s from customer feed(ack" T e .ustomer Ser'ice .ommittee of t e Board of )irectors periodically re'ie&s t e initiati'es taken (y t e Bank in t is area"

66

R2TAI/ BA-#I-* OP2RATIO-S

/(>@ RETAIL BANKING O:ERATIONS :ROCEDURES OF ICICI BANK

67

T is section of report of report is co'ering o& Bank deals &it its Retail operations" T is is a(out my learnings &it t e I.I.I Bank" :ere are details of t e Retail Banking operations of I.I.I BankC0

T?e Fi*#-%e +I!C"&e. !

,inacle is t e soft&are in & ic all Banking transaction entries are made" ,inacle is (anking soft&are & ic is used in all Banks" T is is t e term & ic &ill (e used again and again! so I a'e explained details a(out it" T e data & ic is maintained in I.I.I Bank in ,inacle areC0 6% .ustomer account details 9% .as deposits =% .as payment ?% Transfer entries @% Account Statement B% Office accounts A% .as opening F closing entries 7% In'entory details of Bank

/(>@(> :&"-e'' &e%#ted 9it? -#'? +#. -#'? #$#i%#bi%ity "* b&#*-? ",e*i*5 !
As I.I.I Bank as 70to07 Banking" It is &orking in t&o s iftsC0 morning s iftC070to0B e'ening s iftC06<0to07 At 7 a"m" cas s ould (e ready to ser'e customer" BM3BOM s ould (e present at t e time of opening of (ranc for security purpose" .as is stored in dou(le lock under dual custody of custodianC0.SO A-) .SM" .as custodian &ill (ring cas from 'ault after entering t e details in cas (alancing register $.BR%"

68

+b.C#'? &e-ei$i*5 ,&"-e'' !

.ustomer deposits cas after filling details in pay0in0slip" .as ier must ensure & ole details in pay0in0slip" Any alterations on pay0in0slip s ould (e aut enticated (y t e customer" .as &ill (e counted properly" Receipt 2ntry &ill (e made in ,inacle" .as recei'ed stamp &ill (e affixed t rice R one eac on t e pay0in slip! counterfoil F perforated portion" Ackno&ledgement part &ill (e gi'en to t e customer" Tran" Id &ill (e &ritten on pay0in0slip & ic is generated (y t e system" C#'? Re-ei,t m"&e t?#* RS(C0000 #*d #b"$e ! As per t e RBI *uidelines! In case of cas receipt of Rs" @<<<< and a(o'e it s ould (e

ensured t at pan no" is mentioned on pay0in0 slip & ic s ould (e matc ed &it t e system" If pan no" does not matc ! (ranc official s ould ensure t e correctness of pan no" and update correct pan no" If pan no" is not a'aila(le duly filled form B< &ill (e o(tained from t e customer"
H#*d%i*5 -"u*te&4eit *"te' !

In case (ranc customer"

recei'es counterfeit note from t e customer! t is &ill not (e returned to is in serial num(er% after duly

Branc &ill intimate t e customer and issue receipt $& ic signed (y cas ier and tenderer )etails &ill (e mentioned in counterfeit note register

T ese counterfeit note &ill (e sent to I.M. $& ere cas processing is done% &it in 6@ days

C#'? ,#yme*t ,&"-e'' !

,or making payments it s ould (e ensured t atC0
69

 . e1ues s ould not (e postdated T ere s ould not (e mismatc in &ords and figures Aut entication s ould (e done (y t e customer for any alteration Signature 'erification s ould (e done &it t e system )enominations s ould (e recorded on t e re'erse of t e instrument" )efacing &ill (e done on t e instrument Tran id &ill (e mentioned on t e instrument from t e system .as paid stamp &ill (e affixed Cu't"me& -#%%i*5 "* t?i&d ,#&ty ,#yme*t !

Branc officials &ill call t e customers in t e follo&ing instances of t ird party cas paymentsC0 6" In case t e c e1ue is for Rs @<!<<< or more in t e case of Sa'ings Bank c e1ues F presented (y t ird party for &it dra&al OR 9" In case t e c e1ue is for Rs 6!<<!<<< or more in t e case of .urrent Account F presented (y t ird party for &it dra&al OR =" If t ere is any type of alteration on t e c e1ue like crossing is opened! payee name is c anged! date is altered!M OrderM is c anged to N(earerM ?" $.ontacting t e customer is re1uired e'en if t e alterations mentioned a(o'e are aut enticated (y t e customer% OR @" If t ere is any $e'en slig t% difference in signature of t e customer" It s ould c ecked & et er details a'e (een recorded on t e re'erse of t e instrument" U*,&"-e''ed -#'? ! (e customers

70

It is t e cas & ic is directly recei'ed (y t e customer and & ic is not used for making payment to customer" T is is so (ecause in (ulk transactions t ere may (e pro(a(ility of recei'ing mutilated and counterfeit notes" O*%y ,&"-e''ed -#'? '?"u%d be i''ued t" t?e -u't"me&'" :&"-e''ed -#'? ! As per t e RBI *uidelines t e a(o'e unprocessed cas is sent to currency c est called ICMC & ere t is unprocessed cas is processed (y mac ines" In processing mutilated and counterfeit notes are separated" T ese process notes are issued to customers" Branc as to inform to I.M. a(out t e re1uirements of processed cas "

B#it m"*ey ! Bait money is kept in (ranc for security purpose" It is like t e normal cas & ic is kept in one packet of denomination of Rs" 6<< for eac s ift" Its serial no" details are mentioned in cas (alancing register" T is (ait money is not issued to customer ( In case of ro((ery cas officer must ensure t at t is (ait money s ould also (e t eft (y ro((eries so t at t ey could (e cac ed" 4 en ro((ery appens t is (ait money no" is circulated e'ery& ere" If ro((er uses t is money! e can (e cac ed easily"

+-. Hui-8 C#'? De,"'it+HCD. T?e U*iIue :&"-e'' !

71

T is process is uni1ue (ecause t is facility is not a'aila(le in any Bank except I.I.I Bank" Time is 'alua(le" -ormally customers a'e to &ait in long 1ueues for depositing money" I.I.I Bank pro'ides solution to t is pro(lem and makes deposit of cas .as )eposit facility" )ifferent amount 2n'elops of upto Rs" 9<<<<< is a'aila(le in I.I.I BA-#" ,or 1uick deposits customer as to put is money in t e en'elope and re1uired details s ould (e filled a(o'e t e en'elope" After t is e can directly andle o'er t is en'elope at t e counter &it out &aiting in 1ueues" assle free t roug Huick

HCD :ROCESS ! Ackno&ledgement of H.) en'elop &ill (e pro'ided to t e customers & ere recei'ing time F (ranc stamp &ill (e affixed" front office staff &ill record t e num(er of co'ers deposit in t e H.) (ox in t e tally s eet F and o'er t e H.) (ox for processing after accumulating =< co'ers or & ic e'er is earlier alf0an0 our

T is H.) (ox is processed (y t e ser'ice pro'ider

T is processing takes 9 to =

ours" After processing t ese notes are returned to Bank

officers so t at t ey can (e a(le to credit t e amount in customer account

2n'elops recei'ed (et&een B0to07 &ill not (e processed on same day" It &ill (e processed on next day" Only entry &ill (e parked in accounts and t e next day same entry &ill (e re'ersed

72

/(>@(/ ANTI MONEY LAUNDERING

>. I''ue "4 dem#*d d&#4t+DD. = ,#y "&de&+:O. !

As per t e RBI guidelines no )emand draft F pay order &ill (e issued for cas (eyond t e stipulated limit of Rs" ?888830 including issuance c arges and ser'ice tax"

To a'oid t e 'iolation of t is guideline I.I.I Bank! c0sc eme (ranc does not make any )) F PO in cas "

/. &e,#yme*t "4 FD' #5#i*'t -#'? 9it?i* t?e 'ti,u%#ted %imit !

As per t e RBI guidelines Repayment of ,)s of more t an Rs"9<<<<30 and a(o'e in cas &ill not (e made"

@. C#'? Re-ei,t m"&e t?#* RS(C0000 #*d #b"$e !

As per t e RBI *uidelines! In case of cas receipt of Rs" @<<<< and a(o'e (ranc &ill o(tain PA- no" 3 form B< from t e customer" If pan no" is already updated in system (ranc official s ould ensure t e correctness of PA- no" If any splitting appens in different (ranc es t an form B< &ill (e o(tained &it in =< days (y t e (ase (ranc in case of PA- no" is not updated in t e system"

B. L#&5e C#'? T&#*'#-ti"* :&"-e'' !

In case of cas transactions of Rs" 6< lac and a(o'e customer letter &ill (e o(tained

73

 Source of funds in case of cas deposit and Purpose of &it dra&al in case of cas &it dra&al &ill (e mentioned in t e letter

Reason s ould (e proper in letter" T is letter s ould (e duly signed (y t e account older3aut ori+ed signatory"

2xemptions &ill (e gi'en for t is to .entral F State *o't" 2ntities! PSUs! Banks! Internal Accounts suc as RAP* .ollection accounts F Accounts of I.I.I *roup .ompanies% In case of 'isit (y customerIs representati'e to deposit or &it dra& &it out producing t e letter from t e customer! t e information &ill (e o(tained o'er p one for source3reason & ic &ill (e mentioned on t e (ackside of t e 'ouc er

T ese details &ill (e sent fortnig tly in t e report .AT0=

/(>@(@ O:ERATIONS #. O,e&#ti"*' #%%"9ed by b&#*-? i* #--"u*t' 9?e&e 'i5*#tu&e '-#**i*5 i' ,e*di*5 !
In case of ne& accounts normally signature updatation takes time in ,inacle! so signature scanning remains pending" If a customer &ants to do transactions in t at account t an (ranc &ill old proof for alternate signature 'erification for allo&ing operation in t at account"

b. :&"-e'' "4 #-ti$#ti"* "4 D"&m#*t #--"u*t' !

T e account in & ic no transaction $i"e" cas &it dra&al% is made upto 67 mont s! it

(ecomes )ormant" In dormant accounts no transaction &ill (e allo&ed (y t e Bank" ,or acti'ation of t ese accounts follo&ing process &ill (e follo&edC0
74

 t e (ranc &ill o(tain re1uest letter from customer for acti'ation of t e account signature of t e customer &ill (e 'erified and t e same &ill (e e'idenced in t e re1uest letter

T e acti'ation &ill (e appro'ed (y t e B: 3 BOM and t e same &ill (e e'idenced in t e re1uest letter"

Branc

is supposed to lift t e dormancy flag only in emergency situation i"e"! ATM

&it dra&al (y t e customer" T e re1uest letter s ould e'idence t e emergency reason"

-. Cu't"me& Se&$i-e M#*#5eme*t !

i( C"*du-ti*5 Cu't"me& Se&$i-e C"mmittee Meeti*5 !

A committee is formed for t e meeting &it t e mem(ers ip of BM !BOM and one official of Bank $ & o remains in rotation in e'ery = mont s% ,or t e purpose of customer committee meeting 9< customers is called (y t e (ranc " T is meeting is conducted on a mont ly (asis and .ustomer meet register is updated T e (ranc follo&s up &it t e issues raised (y t e customers during t e meet F t e same is recorded in t e register"

t e minutes of t e meeting is updated in t e UR/ &it in t&o days from t e date of t e meeting

ii(

-u't"me& -"m,%#i*t' ?#*d%i*5 !

75

 t e complaints forms are cleared on a daily (asis from t e complaint (ox and ,.RM is lodged immediately T e complaint register is maintained and details of complaints are entered in t e complaint register and t e resolution is updated in t e register"

d. :&"-e''i*5 "4 E3,e*'e' !

Aut?"&iA#ti"* 4&"m B&#*-? He#d ! 4 ere (ranc es a'e de(ited c arges account! BM aut ori+ation &ill (e o(tained and it is e'idenced on t e composit 'ouc er" If t e Branc ead is maker3c ecker of transaction & ile entering t e expense in I0.ore! t e ead"

same is treated as e1ui'alent to aut orisation (y Branc Obt#i*i*5 #,,&"$#% #' ,e& DF: !

If any expenses is done (y t e (ranc (eyond t e ),P $delegation of financial po&er%! t an for t at expenses appro'al of ig er aut ority &ill (e taken"

Obt#i*i*5 #,,&"$#% "4 &e5i"*#% ?e#d !

76

In case! if any expense is de(ited to SA"2GPI-S a3c! t en for expenses (eyond Rs" 9<<<30! Regional :ead prior appro'al is o(tained for de(iting t is account"

e.

:&"-e''i*5 "4 -u't"me& &eIue't' !

.ustomer re1uest can (e of many types likeC0 Address c ange re1uest Issuance of ATM .ard Addition of name 20mail address c ange P one no" c ange Issuance of Insta card )ormant account acti'ation etc Account closing re1uest

T e procedure of o(taining t ese re1uests is as follo&sC KRecei'ed )ateK stamp &ill (e affixed on all t e .R,s $customer re1uest forms% recei'ed" t e signature of t e customer &ill (e 'erified and t e same &ill (e e'idenced on t e .R, T e re1uests &ill (e lodged in ,.RM module &it out any delay and SR &ill (e noted on t e re1uest forms"

4. Di&e-t G I*di&e-t T#3 C"%%e-ti"* !

I.I.I Bank pro'ides t e facility of depositing tax of customers" In case of depositing tax t roug clearing c e1ues! a token is gi'en to t e customer" After t e clearing of c e1ue! ackno&ledgement is gi'en to t e customer after recei'ing t e token (ack"
77

5. L"-8e& 4#-i%ity !
In I.I.I Bank! c0sc eme (ranc ! locker facility is pro'ided to t e customers" To a'ail t is facility! customer as to gi'e t e re1uest form and an agreement is made (et&een t e (ranc and t e customer & ic is duly stamped" If locker is allotted to ,irm 3 Body .orporate 3 Trust 3 Society etc! a certified copy of t e resolution passed (y t e Board of )irectors 3 *o'erning Body 3 aut ori+ed persons to operate t e locker! etc" as to (e o(tained P otograp s and Id proof of all t e irers as to (e o(tained T e p otograp s and signature of t e customers are uploaded in t e system named S)/S" One year ad'ance rent is o(tained from t e customer In case of rent o'erdue! (ranc does not allo& any operation"

?. L"-8e& #--e'' ,&"-edu&e !

To control t e locker access process a register is maintained named locker access register" If a customer & o is access .ustomer5s signature and is identity &ill (e matc ed &it t e S)/S & ere is signature and p otograp is scanned" In0time and out0time &ill (e mentioned in t e register ,rom t e register! in0time and out0time is updated in is locker account" a'ing locker &ants to access is locker! t en is signature is o(tained in t e register and (ranc official also signs in t e register & o is allo&ing locker

i. S#4e -u't"dy "4 Fi3ed de,"'it' !

I.I.I Bank pro'ides t e facility of safe custody of fixed deposit receipts" .ustomer can deposit t eir ,)R5s $fixed deposit receipt% &it Bank more safely"
78

). L"#* #5#i*'t FD !
I.I.I Bank pro'ides t e facility of loan against ,)" T e maximum limit of loan is 8<J of t e maturity 'alue of ,)" T e interest rate applica(le for t at loan is 9J more from t e interest rate of ,) ,or sanctioning t is loan appropriate aut ority appro'al is taken" T e documents of loan against ,) are kept under safe custody in ,R,. $security safe%

8. Tem,"&#&y "$e&d&#4t +TOD. !

I.I.I Bank also pro'ides t e facility of temporary o'erdraft to t eir kno&n customers" *enerally (ranc pro'ides t is facility only in emergency situations like de(it (alance due to &rong credit gi'en (y t e (ranc " Branc as to regulari+e t is TO) &it in =< days" A register is maintained for t e a(o'e

purpose in prescri(ed format" In t is register date of appro'ing TO) and date of regulari+ation as to (e &ritten"

%. F&#*8i*5 !
F&#*8i*5 me#*' m#8i*5 "&di*#&y ,#,e& #' 't#m, ,#,e&( I.I.I Bank! c0sc eme (ranc pro'ides t e facility of franking" To a'oid misuse! franking on (lank paper is not done" T ere s ould (e somet ing &ritten on paper" ,ranking is done of any amount" A-TI MO-2; /AU-)2RI-* is follo&ed in case of franking done in cas "

m. S#%e "4 5"%d -"i*' !

79

I.I.I Bank sales t e gold coins of different &eig ts like 6gm"! 9gm"! 9"@gm! @gm"! 7gm"! 9<gm"!@<gm" 2tc" In case of sale of gold coins to non0customers in .as for Rs"@<! <<<30 and a(o'e!

address proof needs to (e o(tained only if ,orm B< is taken" In case PA- is o(tained! PA- copy s ould (e maintained duly attested for a'ing 'erified &it originals" ,or controlling in and out of t e stock of gold coin gold coin register is maintained as per prescri(ed format separately for (ot s ifts and t e register is updated and ackno&ledged (y dual custodians on daily (asis"

*. I*'t#*t -#&d' !

T e Instant card is issued in emergency situation for temporary period" 2mergency situation are like ATM .ard lost! (roken of ATM .ard! expiry of ATM .ard" Instant cards are issued only to ATM .ard! )omestic )e(it .ard! I.I.I :P./ .ard! -cas ! *old )e(it! :P./ ,lag! Supplementary add on - cas ! Master .ard" T e re1uest letter F I) Proof &ill (e o(tained from t e customers! signatures &ill (e 'erified Any instant cards are issued for t e accounts & ere t e mode of operations is EOI-T & ic is not allo&ed c arges of instant card is Rs" 99@30

ATM I.I.I BankIs 9? :our ATM net&ork is one of t e largest and most &idespread ATM -et&ork in India" Our ATMs are located in commercial areas! residential localities! major petrol pumps! airports! near rail&ay stations and ot er places & ic are con'eniently accessi(le to our customers"
80

I.I.I Bank ATMs features user0friendly grap ic screens &it easy to follo& instructions" 4e a'e introduced ATMs & ic interact &it customers in t eir local language for increased con'enience" ,ollo&ing are t e features a'aila(le on our ATMs! & ic can (e accessed from any& ere at anytime"

.as 4it dra&alC 4it dra& upto Rs" 9@!<<<30 per day from your account $@<!<<< for :-IIs%" ,ast .as option pro'ides t e facility of &it dra&ing prefixed amounts" Ultra ,ast .as option allo&s you to &it dra& Rs"=<<<30 in one s ot" Balance 2n1uiry C #no& your ledger (alance and a'aila(le (alance Mini Statement C *et a printout of your last 7 transactions and your current (alance" )eposit .as 3 . e1ues C A'aila(le at all full function ATMs! .ustomers can deposit (ot cas and c e1ues" .as deposited in ATMs &ill (e credited to t e account on t e same day $pro'ided cas is deposited (efore t e clearing% and c e1ues are sent for clearing on t e next &orking day" ,unds TransferC Transfer funds from one account to anot er linked account in t e same (ranc " PI- . ange C . ange t e Personal Identification -um(er $PI-% of ATM or )e(it card" Payments C T e latest feature of our ATMs! t is functionality can (e used for payment of (ills! making donations to temples 3 trusts! (uying internet packs! airtime rec arges for prepaid mo(ile p ones and muc more""" Ot ers CRe1uest for a c eck(ook from our ATMs and our concerned (ranc dispatc it suc t at it reac es you &it in 6< &orking days" &ill

. argesC T ere is no c arge le'ied on I.I.I Bank customers for transacting on I.I.I BankIs ATMs" :o&e'er for customers not maintaining t e minimum 1uarterly a'erage (alance in t eir sa'ings account! first B transactions in t e 1uarter &ill (e free and Rs" 9@ per transaction &ill (e c arged t ereafter"

ATM Se&$i-e'

81

6" M"bi%e ,&e,#id -#&d &e-?#&5eC Use your ATM 3 )e(it .ard at any of I.I.I Bank ATMs to purc ase mo(ile re0c arge cards

9" I*te&*et :#-8' +ATN ! A*y Time Net.C Purc ase ne& Internet connection or (uy rene&al packs at any of I.I.I Bank ATMs

=" D"*#ti"*' +A*ytime B%e''i*5.C Offer )onations and ask for a Manorat 3Raj( og to (e done

?" Mutu#% Fu*d' T&#*'#-ti"*'C Buy or Sell Mutual ,unds t roug I.I.I Bank ATMs

@" Bi%% :#yme*t'C Pay your day0to0day (ills t roug con'enience of Banking &it us

I.I.I Banks ATMs and enjoy t e

B" F%e3i T", U, CAll I.I.I Bank )e(it3ATM card olders can no& refill t eir pre paid p one cards t roug I.I.I Banks ATMs or t roug SMS" T is facility is a'aila(le for all circles of t e follo&ing operators 0 :utc 3Orange! Airtel F Idea"

A" C?#&ity C T roug t is facility you can donate for c arity against any of t e follo&ing eads

7" C#%%i*5 C#&d' C.alling cards ena(le a user to make a call eit er t roug t e normal p one or t roug t e Internet protocol" T ere are t&o kinds of cards a'aila(le"

Debit C#&d'

C#'?%e'' S,e*di*5
82

T is de(it card ena(les instant on0line de(it to your I.I.I Bank account" 2'ery time you s&ipe your card at restaurants! s ops! petrol pumps! multiplexes! etc"! t e amount t at you a'e spent is de(ited to your account" 2njoy cas less s opping! dining! tra'elling etc" "

L"'t C#&d :&"te-ti"* .ard is safer t an cas V ,eel safe e'en in t e e'ent of losing your cardVV All you need to do is to call our 9?0 our .ustomer .are! and a ne& card &ould (e issued to you &it in a &eek" ;ou are protected from any financial lia(ility arising from any purc ase transaction made on your lost card" T is insurance is 'alid only on non0cas transactions made at merc ant outlets &it in =< days prior to t e date of reporting" C"u*t&y9ide A--e,t#*-e ;our de(it card is accepted at o'er ="@ /ak merc ant esta(lis ments in India i"e" restaurants! department stores! grocery stores! petrol pumps! etc" Besides! you can use it con'eniently at more t an =!<<< I.I.I Bank ATMs and more t an 67!<<< DISA3Master.ard ATMs all o'er India" <"&%d9ide A--e,t#*-e Tra'el t e &orld and enjoy t e freedom of using your de(it card" T is de(it card gi'es you access to o'er 9? million s ops and 6 million Disa ATMs all o'er t e &orld! gi'ing you t e freedom of payment any& ere in t e &orld"

T?e ICICI B#*8 G"%d Debit C#&d I.I.I Bank introduces t e ICICI B#*8 G"%d Debit C#&d &it ig er &it dra&al and transaction limits R a card fully loaded &it a ost of en anced (enefits just to increase con'enience in your daily life and introduce pleasure in your spending" Su&-?#&5e <#i$e& As an ICICI B#*8 G"%d Debit C#&d older! you get a &ai'er of 9"@J or Rs"6< surc arge for t e fuel transactions you make at :P./ pumps" T us! more sa'ings and more con'enience" All you
83

a'e to do is to produce your I.I.I Bank :P./ Debit C#&d at t e :P./ petrol pumpO s&ipe it on an I.I.I Bank Terminal only and you &ill sa'e surc arge on your fuel purc ases" $,or a transaction (elo& Rs"?<<! t ere is a minimum c arge of Rs"9 t at &ill (e de(ited to your account"% D#i%y S,e*di*5 ;ou enjoy a greater per0day transaction limit of Rs"@<!<<< eac for ATM &it dra&als as &ell as for POS transactions" Fee #*d C?#&5e'

/o& Annual ,ee of Rs"88 only" -o transaction c arges at ICICI B#*8 ATM'" Transactions c arges at non0I.I.I0Bank ATMsC Rs"B< for cas &it dra&al and Rs"9@ for (alance en1uiry" T e list of ot er ser'ice c arges is a'aila(le in t e mem(ers ip guide"

T?e ICICI B#*8 :&i$#te B#*8i*5 Debit C#&d I.I.I Bank (rings you t e :&i$#te B#*8i*5 Debit C#&d" A debit card designed to add con'enience to t e jet0setting! (usy life of ig fliers" T is card adds con'enience and ease to all your tra'elling! s opping! dining needs and more"

Su&-?#&5e <#i$e& As an ICICI B#*8 :&i$#te B#*8i*5 Debit C#&d older! you get a &ai'er of 9"@J or Rs"6< surc arge for t e fuel transactions you make at :P./ pumps" T us! more sa'ings and more con'enience" All you a'e to do is to produce your ICICI B#*8 :&i$#te B#*8i*5 Debit C#&d at t e :P./ petrol pump! s&ipe it on an I.I.I Bank Terminal only and you &ill sa'e surc arge on your fuel purc ases" $,or a transaction (elo& Rs"?<<! t ere is a minimum c arge of Rs"9 t at &ill (e de(ited to your account"% D#i%y S,e*di*5
84

;ou enjoy a greater per0day transaction limit of Rs"@<!<<< for ATM &it dra&als and Rs"6!<<!<<< for POS transactions" Fee #*d C?#&5e'

-o Annual ,ee" -o transaction c arges at ICICI B#*8 ATM' " Transactions c arges at non0I.I.I0Bank ATMsC Rs"B< for cas &it dra&al and Rs"9@ for (alance en1uiry" T e list of ot er ser'ice c arges is a'aila(le in t e mem(ers ip guide"

T?e ICICI B#*8 H:CL Debit C#&d I.I.I Bank and :P./ (ring you t e JFue%J Debit C#&d R a debit -#&d designed &it your con'enience in mind" Simply and it o'er at any :P./ pump and sa'e on your fuel purc ases" In fact you can use t e card for all your s opping! dining and tra'elling needsO so! you spend &it total control" Ot?e& Be*e4it' As an H:CL Debit -#&d?"%de&! you can enjoys follo&ing (enefits at select .lu( :P outletsC

6@J discount on P"U". c eck at select :P./ petrol pumps" 6@J on la(or c arges on ser'icing and minor repairs at select :P./ petrol pumps"

@J discount on tyres! (atteries F accessories" SMS A%e&t' "* :"i*t!O4!S#%e +:OS. T&#*'#-ti"*' ;our de(it card is no& safer t an e'er" ;ou &ill recei'e an SMS alert informing you of any debit -#&d payments a(o'e Rs"@<<" To get suc free SMS alerts! you can register at our &e(site" D#i%y S,e*di*5 ;ou enjoy a greater per0day transaction limit of Rs"9@!<<< eac for ATM &it dra&als as &ell
85

as for POS transactions" Fee #*d C?#&5e'

/o& Annual ,ee of Rs"88 only" -o transaction c arges at ICICI B#*8 ATM' " Transactions c arges at non0 ICICI!B#*8 ATM' C Rs"B< for cas &it dra&al and Rs"9@ for (alance en1uiry" T e list of ot er ser'ice c arges is a'aila(le in t e mem(ers ip guide

T?e ICICI B#*8 N-#'? Debit C#&d .om(ining t e &ide accepta(ility of a credit card and t e t oug tful prudence of an ATM card! t e ICICI B#*8 N-#'? Debit C#&d is a most con'enient accessory for you" -o more fears of o'erspending" -o more searc ing for t e nearest ATM" 4it a per0day limit of Rs"9@!<<< eac for ATM &it dra&als as &ell as for POS transactions ! t e ICICI B#*8 N-#'? Debit C#&d only adds more comfort and con'enienceV 4it t is card! you can s op using Disa 2lectronIs on0line de(it program! and de(it your I.I.I Bank account directly & en transacting at any Disa0accredited mem(er esta(lis ment or ATM across t e &orld Fee #*d C?#&5e' /o& Annual ,ee of Rs"88 only"

-o transaction c arges at ICICI B#*8 ATM' " Transactions c arges at non0I.I.I0Bank ATMsC Rs"B< for cas &it dra&al and Rs"9@ for (alance en1uiry" T e list of ot er ser'ice c arges is a'aila(le in t e mem(ers ip guide"

86

T?e ICICI B#*8 N-#'? Si%$e& C#&d A step a ead of t e ICICI B#*8 N-#'? Debit C#&d $descri(ed next% is t e ICICI Bank Ncash Silver Card" -o more fear of o'erspending" -o more searc ing for t e nearest ATM" Only comfort and con'enienceV 4it t e ICICI Bank Ncash Silver Card ! you can s op! dine! tra'el! etc" using Disa 2lectronIs on0line de(it program! and de(it your I.I.I Bank account directly" D#i%y S,e*di*5 T is card empo&ers you &it a greater per0day transaction limit of Rs"9@!<<< eac for ATM &it dra&als as &ell as for POS transactions" Fee #*d C?#&5e'

/o& Annual ,ee of Rs"88 only" -o transaction c arges at ICICI B#*8 ATM' " Transactions c arges at non0I.I.I0Bank ATMsC Rs"B< for cas &it dra&al and Rs"9@ for (alance en1uiry"

T e list of ot er ser'ice c arges is a'aila(le in t e mem(ers ip guide" ". L""'e %e#4 i''u#*-e :&"-e'' !

T e loose leaf is issued for immediate cas &it dra&al purpose" T e c arges of per loose c e1ue are Rs" 9@" A re1uest letter is o(tained from t e customer and signature is 'erified &it t e system"

,. Retu&*ed de%i$e&#b%e' ! *enerally ATM .ard! pin mailer and c e1ue (ook are sent to t e customer 'ia mail" If it could not reac to t e customer! it returns (ack to t e Bank" T ese are called returned deli'era(les"

87

Branc keeps t em for 96 days so t at customer can recei'e t em directly from t e Bank" If customer does not take it &it in 96 days! t ese returned deli'era(les are destroyed from 99 to =< days"

/(>@(B FORE; I( :&"-e'' "4 :u&-?#'e "4 4"&ei5* -u&&e*-y 4&"m -u't"me& !
I.I.I Bank pro'ides t e facility to encas rupees%" ,or t e a(o'e purpose customer re1uest letter as to (e o(tained" ,urt er o(tained" T e documents a'e to (e 'erified &it original and t e same is on t e p otocopy" is identity proof like passport! DISA! dri'ing licence! PA- card etc" &ill (e t e foreign currency in I-R $Indian national

Bank can not make payment in cas mentioned limitsC0

against foreign currency (eyond t e (elo&

o ,or Resident Indi'iduals 0 Upto US) 6<<<30 or e1ui'alent o ,or -RIs F ,oreign -ationals 0 Upto US) =<<<30 or e1ui'alent

II(

,&"-e'' "4 S#%e "4 4"&ei5* -u&&e*-yG t&#$e% -#&d t" -u't"me& !

I.I.I Bank also sells t e foreign currency and tra'el cards after ensuring t at customer is really going outside" ,or t is purpose follo&ing procedure is follo&ed (y t e BankC0 Re1uisite documentation 'i+"! re1uest letter! duly filled ,orm A9 F ,2MA )eclaration! BTH letter$(asic tra'el 1uota%! Business /etter for (usiness tra'el F passport is o(tained

88

 T e signature of t e customer on t e re1uest letter &ill (e 'erified &it t e signature on t e passport

,oreign .urrency 3 Tra'el .ard is sold at card selling rate for t e day of transaction

III"

R#,id TC +t&#$e%e&' -?eIue. :&"-e'' !

Branc only pro'ides t is facility to ,,M. $,orex dealers & o is a'ing agreement &it I.I.I Bank%" Branc pro'ides t e rapid T. against foreign currency to t e ,,M. margin & ic is pre0decided in t e agreement" Branc after taking some ead aut ori+es t is transaction

NRE A--"u*t !
& et er t ey are student! professional! salaried employee or

-R2 accounts are -on Residential 2xternals account!

entrepreneur" T e (ranc credits only t e interest on -RO account to -R2 account as no ot er transfer is permissi(le and

t e (ranc is

olds t e proof of source of credit to -R2 account" A Mandate card for t eir family in India is issued! t at gi'es t em anytime! any& ere access to -R2 account"

NRO A--"u*t !

Many -on0Resident Indians earn income in India t roug rent! di'idends! pension and so on" ,or t em! an -RO Sa'ings Account &it
is an ideal c oice" I.I.I Bank t at allo&s t em to con'eniently deposit and manage local rupee funds

S"me im,"&t#*t &e5i'te&' "4 B&#*-? B&#*-? D"-ume*t Re5i'te&

All t e important documents details are T is register and documents are kept at safe place"
89

mentioned

in

t is

register"

 C#'? B#%#*-i*5 Re5i'te&

All details of cas opening3closing! total cas deposit and &it dra&al are maintained in t is register"

C"u*te&4eit N"te Re5i'te&

It is carrying t e details of counterfeit notes"

L""'e Le#4 C?eIue Re5i'te&

/oose leaf c e1ue details like name of customer! account no"! no" of loose c e1ue issued are mentioned in it"

I*9#&dG"ut9#&d m#i% &e5i'te&

)etails of mail receipts and sent are maintained in it"

C?eIue Retu&* Re5i'te&

All returned c e1ues details are maintained in it"

L"-8e& #--e'' &e5i'te&

In t is registers details related &it locker access like name of customer! in0time3out0 time etc" is maintained"

TOD Re5i'te&
)etails of temporary o'erdrafts pro'ided to customers are mentioned in it"

Cu't"me& Se&$i-e Meeti*5 Re5i'te&

)etails of customer meeting and t eir minutes are mentioned in it"

Cu't"me& -"m,%#i*t Re5i'te&

90

All complaints of complaint (ox and t eir resolution is mentioned in t is register"

I*'t# C#&d Re5i'te&

Issuance of Insta cards to t e customers and all details of Insta cards are mentioned in it"

/(>@(C Se%4 #''e''me*t "4 B#*8

Bank also self assesses itself to c eck t at & et er it is follo&ing all t e processes or not" ,or assessment Branc as taken t ese stepsC0

D#i%y Aut" $e&i4i-#ti"* U,t" C0000

A ."A" ,irm is appointed to c eck t e 'ouc ers of upto Rs"@<<<< of cas receipt! payment! and transfers etc" on daily (asis" T is firm issues a certificate to t e (ranc &it de'iations"

T&#*'#-ti"*' O4 / %#- A*d Ab"$e

Transactions of 9 lac and a(o'e are only can (e c ecked and aut ori+ed (y t e grade M6 and a(o'e officers"

Du#% $e&i4i-#ti"* "4 t&#*'#-ti"* #b"$e C %#T ese transactions are c ecked on dual (asisC first (y t e M6 and a(o'e officers and secondly (y t e ."A" firm

COM: I Retu&*'
91

Branc

as to file comp I Returns on mont ly (asis" In t is! Hueries of all t e processes of

Bank is &ritten and (ranc manager as to report & et er all t e processes are complied or not" ,alse replies are a'ing some conse1uences! so all ans&ers s ould (e correct"

/(>B C"m,#&#ti$e A*#%y'i' "4 ICICI BANK 9it? SBI BANK

92

S(NO(

BASIS

SBI BANK

ICICI BANK

6"

POSITIO-

IT IS -O" 6 PUB/I. S2.TOR IT BA-#

IS

-O"

PRIDAT2

S2.TOR BA-# i"e" I-)IA5S S2.O-) /AR*2ST BA-# A,T2R STAT2 BA-# O, I-)IA"

9"

BRA-.:2S

IT IS :ADI-* MOR2 T:AMAR.:!9<<7

IT

IS

:ADI-*

6=<7

6<<<< BRA-.:2S AS O- =6ST BRA-.:2S AS O- =6ST MAR.:!9<<7

="

TOTA/ ASS2TS

T:2 TOTA/ ASS2TS O, SBI IS T:2 TOTA/ ASS2TS O, 9@@"8 BI//IO- US )O//AR AS O- =6ST MAR.:!9<<7 SBI IS 6<< BI//IO- US )O//AR AS O=6ST MAR.:!9<<7

?"

MI-IMUM SADI-*S A..OU-T

O-/; RS" 6<<<30 MI-IMUM

I.I.I

BA-#5S IS 6<

SADI-* MI-IMUM TIM2S

BA/A-.2 I- BA/A-.2 IS R2HUIR2)"

A..OU-T BA/A-.2

:I*: ,ROM SBI BA-#" IT IS RS" 6<9<<

93

@"

70TO07 BA-#I-*

SBI BRA-.:2S AR2 -OT :ADI-* 70TO07 BA-#I-*"

A// I.I.I BA-# BRA-.:2S :ADI-* 70TO07 BA-#I-*"

PASS BOO#

PASS BOO# IS PRODI)2) TO I- I.I.I BA-# PASS BOO# .USTOM2R I- SBI" IS T:2 HUART2R/;" .USTOM2R -OT PRODI)2)" A STAT2M2-T IS S2-T TO .USTOM2R I, 4A-TS

STAT2M2-T B2,OR2 T:IS P2RIO) T:A- :2 :AS TO PA; RS" 66930 ,OR T:2 STAT2M2-T"

#IT O- -24 O-/; A..OU-T OP2-I-*

PASS TO

BOO#

IS I- I.I.I

BA-# O- -24 ITS2/, ATM

PRODI)2) I,

.USTOM2R A..OU-T OP2-I-* A #IT PRODI)2) 4A-TS 4:I.: A-) .O-TAI-S

O- -24 A..OU-T OP2-I-*" IS .USTOM2R BOO# .:2HU2

ATM .AR) A-) .:2HU2 BOO# 4IT:OUT A-; R2HU2ST

.AR) T:A- :2 :AS TO )O R2HU2ST ,OR IT" 7 )2MA-) )RA,T .:AR*2S IT IS RS" =< I- SBI BA-# UPTO ABOD2 RS" RS" 6<<<< O, ))! 6<<<<

IT IS RS" @< I- I.I.I BA-# UPTO RS" 6<<<< O, ))! .:AR*2S 6<<< RS IS RS"=P2R

A)ITIO-A/ ABOD2 6<<<< A)ITIO-A/

.:AR*2S IS RS"9"@ P2R 6<<<

94

8 6=

:A-)/I-* .USTOM2R HUI.# .AS: HU2RI2S )2POSIT $H.)%

T:2R2 IS -O S;ST2MATI. T:2R2 ARRA-*2M2-T TO :A-)/2 T:IS IS -OT ADAI/AB/2 I.USTOM2R HU2RI2S" SBI BA-# BRA-.:2S"

IS

S;T2MATI.

ARRA-*2M2-T O, T:IS ,A.I/IT; IS O-/; :A-)/I-* HU2RI2S O, ADAI/AB/2 I- I.I.I BA-#" .USTOM2R" IS SAM2 )A; .USTOM2RS :AD2 TO 4AIT .USTOM2R R2HUIR2) /O)*2M2-T O, HU2RI2S I/O-* HU2U2S TO TO PUT :IS MO-2; II- T:2 2-D2/OP2 S;ST2M 4I// B2 )2POSIT :IS MO-2;" H.) A-) )O-2 A-) IT 4I// B2 :A-)/2 IT AT .OU-T2R R2SO/D2) 4IT:I= )A;S 4IT:OUT 4AITI-* IHU2U2" T:IS SAD2S TIM2 O, T:2 .USTOM2R" T:2; I- I.I.I BA-#! I, T:2; A-; .OUT2R,2IT -OT2! IT IS I- I.I.I BA-# .USTOM2R -OT R2TUR-2) T:2 IS R2HUIR2) TO TO TA#2 A .USTOM2R" A R2.I2PT IS TO#2- ,OR A-; T;P2 O, ISSU2),ROM TO T:2 4OR#" T:IS TO#2-

6<

:A-)/I-* -OT2S TO#2S;ST2M

I-

SBI

BA-#!

I,

.OU-T2R,2IT R2.I2D2 A-; .OUT2R,2IT R2.I2D2 6? -OT2! IT IS R2TUR-2) T:IS IS -OT ADAI/AB/2 IA,T2R .ROSSI-* IT:AS TO T:2 SBI BRA-.:2S" :2 TO .USTOM2R" A..OR)I-* TO AS# T:2 STA,,! T:AT OT:2 RBI *UI)2/I-2S 4:I.: .OU-T2R :IS 4OR#

.OUT2R,2IT -OT2S S:OU/) .USTOM2R" 4I// B2 )O-2" :2 .A- 2ASI/; #-O4 -OT B2 .IR.U/AT2) A*AI-" T:AT O- 4:I.: .O-T2R -O" :IS 4OR# 4I// B2 66 )O-2" :2 :AS -OT TO /2A, -O .:AR*2 IS TA#2- ,OR .:AR*2 P2R /2A, IS RS" AS# T:2 STA,, .:2HU2 UPTO 9@ /OOS2 .:2HU2S I- 9@30 I- I.I.I BA-# M2MB2RS" .:AR*2S A ;2AR! MOR2 T:A- T:IS IT /OOS2 IS RS" 9 P2R .:2HU2 6@ 69 .:AR*2S 2)U.TIO-A/ /OA,A.I/IT; -ORMA//; 2D2R; T;P2 O, .:AR*2S O, I.I.I BA-# .:AR*2S IS D2R; /O4" 2)U.TIO-A/ /OAPRODI)2) I- SBI BA-#" AR2 D2R; :I*:" IS 2)U.ATIO-A/ ,A.I/IT; IS /OA-OT

ADAI/AB/2 I- I.I.I BA-#

95

= R2S2AR.: M2T:O)O/O*;

96

@( RESEARCH METHODOLOGY
NA Researc is a careful in'estigation or in1uiry! especially t roug searc for ne& facts in any (ranc of kno&ledge" It is a systemi+ed effort to gain more kno&ledge"M Researc met odology is a &ay to systematically sol'e t e researc o& researc pro(lem" It may (e is researc pro(lem

understood as a science of studying along &it researc & ic

is done scientifically" I it &e study t e

'arious steps t at are generally adopted (y a researc er in studying

t e logic (e ind t em" It is necessary for t e researc er to kno& not only t e met ods or tec ni1ues (ut also t e met odology" Researc er al&ays needs to

understand t e assumptions underline 'arious tec ni1ue and t ey need to kno& t e criteria (y t ey can decide t at certain tec ni1ue and procedures &ill (e applica(le to certain pro(lems and ot er &ill not"

@(> TITLE OF THE :RO7ECT STUDY

T e title of study &as AN INSIGHT INTO RETAIL BANKING AND STUDY OF CUSTOMER BEHAVIOUR As a student of M"B"A"! I take keen interest in (anking industry and for t ose! Banks are t e major source of finance" T e Retail Banking encompasses deposit and assets linked products as &ell as ot er financial ser'ices offered to indi'idual for personal consumption" *enerally! t e pure Retail Banking is concei'ed to (e t e pro'ision of mass Banking products and ser'ices to pri'ate indi'iduals as opposed to & olesale (anking & ic focuses on corporate clients"

@(/ DURATION OF THE :RO7ECT

,or t is project! t e time period &as s ort"

97

,or any project3researc t e time duration is 'ery important" T e duration of t e project direct influence it"

@(@ OB7ECTIVES
Studying t e (uying (e a'ior of customer" .omparison of I.I.I (ank &it nationali+ed (ank $SBI%" To kno& most prefer account" To determine t e criteria to gi'e priority to a particular (ank To determine customers perception to&ards pri'ate (anks and t eir expectation form pri'ate (anking ser'ices To kno& t e (ank regularly pro'ide information pertaining to ne& sc emes and offers" To study t e types of facilities pro'ided (y (anking ser'ices" Study of retail (anking &it special reference to icici (ank"

@(B RESEARCH DESIGN

De4i*iti"*C NA researc design is an arrangement of conditions for collection and analysis of data in a manner t at aims to com(ine t e rele'ancy of t e researc procedureM" T e goal of t e researc process is to produce ne& kno&ledge! & ic takes t ree main forms" &it economy in

Di44e&e*t Re'e#&-? de'i5* 2xploratory researc )escripti'e and diagnostic researc :ypot esis testing researc
98

,or pursuing t is particular project e3,%"&#t"&y 'tudy is t e (est suited keeping in 'ie& its o(jecti'e" T us exploratory researc )esign as (een (riefly explained (elo&C E3,%"&#t"&y Re'e#&-? De'i5* T is design is also kno&n as formulati'e researc design" T e main purpose of suc studies is t at of formulating a pro(lem for more precise in'estigation or of de'eloping t e &orking ypot esis from t e operational point of 'ie&" T e major emp asis in suc studies is on t e disco'ery of 'ie& idea and insig t" 2xploratory researc is a type of researc conducted (ecause a pro(lem as not (een clearly defined" 2xploratory researc elps determine t e (est researc design! data collection met od and selection of su(jects" 2xploratory researc often relies on secondary researc suc as re'ie&ing a'aila(le literature and3or data! or 1ualitati'e approac es" T e results of exploratory researc are not usually useful for decision0making (y t emsel'es! (ut t ey can pro'ide significant insig t into a gi'en situation" Alt oug t e results of 1ualitati'e researc can gi'e some indication as to t e K& yK! K o&K and K& enK somet ing occurs! it cannot tell us K o& oftenK or K o& many"K

@(C SAM:LING TECHNIHUE

>. Dete&mi*i*5 t?e '#m,%e de'i5*
T e researc er must decide a &ay of selecting a sample or & at is popularly kno&n as sample design" T e types of sample design areC Simple Sampling Random sampling Systematic Random Sampling Stratified Sampling Huota Sampling .luster and Area sampling Multistage Sampling Se1uential Sampling
99

.ensus

T e sample design of t is project &as judgmental and con'enient type" In judgmental Sampling &e c oose t e sample (ased on & o &e t ink &ould (e appropriate for t e study" T is is used primarily & en t ere is alimited num(er of people t at a'e expertise in t e area (eing researc ed"

S#m,%i*5 U*it
T e respondants & o &ere asked to fill out 1uestionnaires are t e sampling units" T ese comprised of t e customer of I.I.I (ank! Eaipur"

S#m,%e 'iAe
T e sample si+e &as restricted to only 6<<! & ic comprised t e peoples from I.I.I (ank! .0sc eme (ranc due to time constraints"

S#m,%i*5 A&e#

T e area of t e researc &as EAIPUR"

/. C"%%e-ti"* "4 d#t#

4 ile deciding t e met ods of data collection to (e used for study t e researc er s ould keep in mind t&o types of data 'i+"

! :&im#&y D#t#
T e Primary data are t ose! & ic are collected afres and for t e first time and t us appen to (e original in c aracter" T ere are many met ods of collecting primary data and t e main met ods includeC

1uestionnaires
100

inter'ie&s focus group inter'ie&s o(ser'ation case0studies diaries critical incidents portfolios"

! Se-"*d#&y D#t# Secondary data means data t at are already a'aila(le i"e" t ey refer to t e data & ic a'e

already (een collected and segregated (y someone else" T e researc er as to determine t e 'arious sources of o(taining secondary data" Secondary data may (e pu(lis ed or unpu(lis ed in nature" Pu(lis ed data are a'aila(le inC Pu(lications of central! state and local ne&spapers Pu(lication of foreign go'ernment or of international (odies Tec nical or trade journals Books! maga+ines and ne&spapers and Internet Pu(lic record and statistics! istorical documents and sources of pu(lic information"

D#t# C"%%e-ti"* )ata used for t e project &as t e secondary and primary data"

Met?"d' "4 D#t# C"%%e-ti"* Personal Inter'ie& Huestionnaire

101

@( :&e,#&#ti"* "4 Re,"&t'

After analysis! t e next step is in t e preparation of t e report" T e report as (een prepared according to t e report &riting principles T e O(jecti'e! clarity in presentation of ideas and t e uses of c arts a'e (een maintained t roug out t e report" Once t e data as (een collected! t e researc er as to process! analy+e and interpret t e same" It &as emp asi+ed t at t e researc er s ould exercise good care to ensure t at relia(le data are not properly processed and analy+ed" Sufficient attention is often not gi'en to t ese aspects! &it t e result t at t e 1uality of t e report suffers" Editi*5 0T e first task in data is editing" It is t e process (y & ic data are prepared for

su(se1uent coding" As it is 'ery su(jecti'e process! editing is t e process of examining errors and omission in t e collected data and making necessary in t e same t is is desira(le & en t ere is more inconsistency in t e responses" C"di*5 0 coding is t e procedure of classifying t e ans&ers to a 1uestion in meaningful categories t e sym(ol used to indicate t e categories are called codes" .oding is necessary to carry out t e su(se1uent operation of ta(ulation and analy+ing data" .oding in'ol'es t&o stepsC T e first is to specify t e different categories or classes into & ic t e responses are classified" T e second step is to allocate indi'idual ans&ers to different categories" T#bu%#ti"* 0 ta(ulation comprises of sorting of data into different categories and counting t e num(er of cases t at (elongs to eac categories" One is un'aried ta(ulation" T is includes t e num(ers of responses to one 1uestion or to count" It5s 'ery simplest &ay to ta(ulate & ere t&o or more Daria(les are in'ol'ed in ta(ulation" It is called (i'ariate or multi'ariate ta(ulation" In marketing researc project! generally (ot type of ta(ulation is used"
102

A*#%y'i' #*d i*te&,&et#ti"*C 0 analysis and interpretation are t e central steps in t e researc process" T e goal of analysis is to summaries t e collected data in suc (order! meaning of researc finding" :ence! 1uestionnaire &as analy+ed separately and interpretation &as done to (ring meaning and implication of t e study" :ence analysis could not (e completed &it out interpretation and interpretation cannot proceed &it out analysis a &ay t at t ey pro'ide ans&er to 1uestions t at triggered & ile researc " Interpretation is t e researc for

@(D SCO:E OF THE STUDY

T is study focus on customer satisfaction sur'ey specially related &it t e I.I.I (ank" I.I.I (ank can take t ese sur'ey result to making strategy for gi'ing more prompt ser'ices to t ere customers and can tap t e unco'er market so it can make (etter edge o'er ot er (anks" Simultaneously t is report elps in understanding t e (e a'ior of customers & ile t ey c oose any (ank" Beside t is report is elpful in understanding t e &orking of I.I.I (ank"

@(1 LIMITATIONS OF THE RESEARCH

T e time duration of project &as 'ery s ort $a(out 6@ days% so t ere &ere exist many constraints in study" 6" T e researc is confined to a particular part of Eaipur and does not necessarily s o&s a pattern applica(le to all of .ountry" 9" Some respondents &ere reluctant to di'ulge personal information & ic can affect t e 'alidity of all responses" =" In a rapidly c anging industry! analysis on one day or in one segment can c ange 'ery 1uickly" T e en'ironmental c anges are 'ital to (e considered in order to assimilate t e findings" ?" T e sample under study is from ur(an area as it (ecomes difficult for t e company to
103

pro'ide ser'ices in rural areas @" Usually! t e people & o &ere approac ed didn5t a'e time! so t ey filled 1uestionnaires in a urry" B" -on responsi'eness of customers &as t e ot er pro(lem & ic &as faced"

104

? ,A.TS A-) ,I-)I-*S

105

4 at is t e relation do you maintain &it I.I.I (ankW

C0 BC B0 @C @0 /C /0 >C >0 C 0

BC

K "4 &e',"*de*t'

/0 >> >B >0

S#$i*5 AG-

Cu&&e*t AGC

Fi3ed De,"'it

S#%#&y AGC

Ot?e&'

On analy+ing t e a(o'e column c art! it is s o&n t at ?@ J of t e respondents &ere sa'ing account older" 9< J &ere salary account olders! 66 J &ere current account older! 6< J &ere fixed deposits older and remaining 6? J &ere associated &it I.I.I (ank in ot er t an a(o'e mentioned ser'ices $relation% like loan $ ome! 'e icle%! demat a3c! life insurance etc"

106

= " ,or o& long you a'e (een maintaining t e relation &it I.I.I (ankW

D0 C0 K "4 &e',"*de*t' B0 @0 /0 >0 0 %e' t?#* > ye#& >ye#&!@ ye#& m"&e t?#* @ ye#&' /D /D BE

,rom a(o'e column diagram it is clear t at majority of respondents $?7J% &ere maintaining t eir relation &it I.I.I (ank for more t an one year (ut less t an t ree years & ile 9BJ respondents &ere maintaining t eir relation for more t an t ree years"

107

?" 4 at are t e criteria to gi'e priority to a particular (ankW

35 30 25 K "4 &e',"*de*t' 20 15 10 5 0

@/

@0

>@

>B >>

HAB

-earness to residence3office

*ood&ill and relia(ility

Accessi(ility of ATM

Ot ers

It is s o&n from a(o'e column c art! t at HAB $1uarterly a'erage (alance% and *ood&ill and relia(ility $safety% of (ank are t e t&o most important factors & ile gi'ing priority to a particular (ank" Accessi(ility of ATM and nearness to residence &ere less prioriti+ed factor" 6? J respondents ad ot er factors like t e ad'ice of t eir near and dear is important"

@" Are all t e customer5s 1ueries ans&er to and acted upon 1uickly in I.I.I (ankW
108

BC B0 @C @0 /C /0 >C >0 C 0

B/ @E

K "4 &e',"*de*t'

/0

Di'#5&&ee

St&"*5%y #5&ee

A5&ee

On analy+ing t e a(o'e column c art! it is s o&n t at =7J of t e respondents disagree t at t e customer 1ueries are ans&ered to and acted upon 1uickly! (ut majority of B9J agree to t e fact & ere in ?9J agree and 9<J strongly agreed" It is clear t at t e 1ueries of customers are ans&ered 1uickly"

B" T e attending officers a(ility to pro'ide correct informationW

109

D0 C@ C0

K "4 &e',"*de*t'

B0 /E

@0

/0 >/ >0 1

0 E3-e%%e*t G""d S#'ti'4#-t"&y :""&

A(o'e column c art is s o&ing t at majority of respondents &ere in fa'or t at attending officers a(ilities to pro'ide correct information is good (ut A J said t at t eir a(ilities to pro'ide correct information &as poor"

A" As per your experience &it I.I.I (ank please specify t e 1uality of ser'ices recei'ed
110

B0 @C @0 K "4 &e',"*de*t' /C /0 >C >0 D C 0 E3-e%%e*t G""d /0

@E @D

S#'ti'4#-t"&y

:""&

A(o'e column c art is s o&ing t at t e ser'ices recei'ed from I.I.I (ank are not 'ery good" =BJ of respondents said t at ser'ices of I.I.I (ank are poor and =7 J said t at ser'ices are satisfactory and only B J said t at ser'ices are excellent"

111

7" )oes t e (ank regularly pro'ide information pertaining to ne& sc emes and offersW

D0 C0 K "4 &e',"*de*t' B0 @0 /0 >0 0 A%9#y' S"metime' Ne$e&

BE @E

>B

By analy+ing t e a(o'e column c art! it is clear t at =7J of t e respondents agree to t e fact t at I.I.I (ank al&ays pro'ide information pertaining! & ile ?7J of t em said t at I.I.I (ank does t is sometimes" But 6? J said t at (ank ne'er pro'ide information a(out ne& sc emes and offers"

112

8" 4 ic facility pro'ided (y t e I.I.I (ank! you like mostO$select any t&o%

D0 C0 K "4 &e',"*de*t' B0 @0 /0 >0 0 <"&8i*5 ?"u& 4%e3ibi%ity A--e''ibi%ity "4 ATM Cu't"me& -#&e 'e&$i-e' Em,%"yee' #ttitude #*d 8*"9%ed5e Ot?e&' >B B2

>@

>@

>>

A(o'e column c art is s o&ing t at t e &orking our flexi(ility of I.I.I (ank is most likely factor as majority of respondents $?8 J% said t at t ey like t is"

6<" 4ould t e customer continue &it t e I.I.I (ank e'en if it &ere relati'ely more expensi'e t an ot er in'estment ser'ices W

113

20 E0 10

E/

K "4 &e',"*de*t'

D0 C0 B0 @0 /0 >0 0 Ye' N"

>E

,rom t e a(o'e column c art majority of respondents $79J% &ere in fa'or t at t ey &ill continue &it t e I.I.I (ank e'en if it &ere relati'ely more expensi'e t an ot ers" 4 ile 67 J said t at t ey &ill s&itc "

66" In comparison to ot er (anks! o& &ould you rate I.I.I (ankW

114

C0 BC B0 K "4 &e',"*de*t' @C @0 /C /0 >C >0 C 0 E3-e%%e*t G""d

BC

/2 >E E

A$e&#5e

:""&

,rom a(o'e column c art it is clear t at majority of respondents feel t at I.I.I (ank is a'erage in comparison of ot ers (anks" 98 J said t at (ank is poor" Only 7 J of respondents &ere in fa'or t at (ank is excellent t an ot er (anks"

69" :a'e you e'er experienced any pro(lem &it t e (ankW

115

20 E0 10 K "4 &e',"*de*t' D0 C0 B0 @0 /0 >0 0

E/

>E

Ye'

N"

,rom a(o'e column c art it is clear t at majority of respondents $79J% ad faced pro(lems &it I.I.I (ank" Only 67 J respondents said t at t ey ne'er faced any pro(lem &it I.I. (ank"

6=" 4ould you recommend t e I.I.I (ank to ot ers if asked for your opinionW

116

C0 BC B0 K "4 &e',"*de*t' @C @0 /C /0 >C >0 C 0 Ve&y %i8e%y Li8e%y

B/

BD

>/

U*%i8e%y

,rom a(o'e column c art it is clear t at ?9J of t e respondents &ere likely agreed to recommend t e I.I.I (ank to ot ers (ut ?B J respondents &ere not &ant to recommend I.I.I (ank to ot ers"

6?" 4 at are t e features! do you prefer t at I.I.I (ank s ould possessW $select any t&o%

117

45 40 35 K "4 &e',"*de*t' 30 25 20 15 10 5 0
K*"9%ed5e #b"ut ,&"du-t L"9e& t?e -?#&5e' C%e#*e'' #*d 5""d #mbi#*-e :&"m,t Se&$i-e' Ot?e&'

=8

9@

6B 8 66

In ans&er of a(o'e 1uestion majority of respondents $=8J% said t at I.I.I (ank s ould possess prompt ser'ices" 66J said t at t e attending staff s ould a'e accurate kno&ledge a(out product" 6B J respondents said t at ot er features like HAB s ould (e decreased from it5s existing 'alue & ic is 6<9<< I-R & ic is too ig

6@" Are you satisfied &it t e ser'ices of I.I.I (ankW

118

10 D0

CE

K "4 &e',"*de*t'

C0 B0 @0 /0 >0 0 Fu%%y '#ti'4ied Me&e%y '#ti'4ied N"t '#ti'4ied

/0

//

4 en I asked a(out satisfaction le'elO majority of respondents $@7J% said t at t ey are merely satisfied" 99J respondents said t at t ey are not satisfied &it I.I.I (ank ser'ices"

C( S<OT ANALYSIS
S4OT analysis is done for a company! to find out its o'erall Strengt s! 4eaknesses! T reats and opportunities leading to gauging t e competiti'e potential of t e company"
119

T e S4OT Analysis ena(les a company to recogni+e its market standing and adopt strategies accordingly" :ere S4OT analysis of I.I.I (ank is made to understand t e positioning of t e (ank (etterC

STRENGTHS
6" BRAND NAME C I.I.I Bank as earned a reputation in t e market for extending 1uality ser'ices to t e market 'is0X 0'is its competitors" It as earned a strong Brand name in (anking in a 'ery s ort span of time" 9" MARKET SHAREC I.I.I Bank as t e largest market s are in pri'ate sector (anks" =" HUGE NET<ORKC I.I.I Bank as t e ig est num(er of linked (ranc es in t e country" T e (ank operates t roug a net&ork of ?@< BRA-.:2S A-) o'er 67<< ATMs across India! t us ena(ling t em to ser'e customer in (etter &ay" ?" DIVERSIFIED :ORTFOLIOC I.I.I Bank as all t e products under its (elt! & ic elp it to extend t e relations ip &it existing customer" I.I.I Bank as um(rella of products to offer t eir customers! if once customer as relations ip &it t e (ank" Some Products! & ic I.I.I Bank is offering areC a" Retail Banking (" Business Banking c" Merc ant 2sta(lis ment Ser'ices $2). Mac ine% d" Personal loans F .ar loans e" )emat Ser'ices &it 20Broking f" Mutual ,und $I.I.I Bank is t e )istri(utor of all Mutual ,und%
120

g" Insurance " :ousing /oans @" SALARY ACCOUNTC I.I.I is a'ing an edge o'er ot er (anks in case of Salary Account" Most of t e companies are a'ing t eir Salary Account &it I.I.I e'en if t eir .urrent Account is &it any ot er Bank" T is is mainly (ecause of t e uge net&ork of ATMs and (ranc es of I.I.I" B( <ORKING HOURSC I.I.I is t e only (ank & ic is a'ing its &orking ours from 7 to 7 & ic is one of t e major strengt of I.I.I Bank" A( AGGRESSIVE MARKETING I.I.I Bank is kno&n for its aggressi'e marketing of its products"

<EAKNESS
6" TRANSACTION COSTC I.I.I Bank c arges ig cost for its transactions" Most of t e small companies prefer

nationali+ed (anks only (ecause of t is cost factor" Also t e group as found out t at t ere are companies & ic are going for multi (ank system i"e" t ey are using only t ose facilities of I.I.I Bank & ic are pro'ided at c eaper rates $read Salary Account% and for ot er ser'ices t ey are going to nationali+e (anks and M-.s $read ,orex%" So t ere exists a uge potential for I.I.I Bank if t ey are ready to make t eir transaction cost flexi(le"

9( FOCUS ONLY ON HIGH END CUSTOMERSC T e (ank targets only t e top (racket of clients and does not cater to t e needs of small customers" )ue to t is reason t e (ank may sometimes loose good clients"
121

=( LITTLE :RESENCE OUTSIDE INDIAC I.I.I Bank is a'ing little presence Outside India! (ecause of & ic companies are preferring M-. Bank! mainly .iti(ank" So if I.I.I Bank tries to emerge outside India t en it as a uge potential of customers" ?" :OOR CUSTOMER CAREGSERVICE C 4it its aggressi'e marketing I.I.I Bank is rapidly increasing its customer (ase" T ey are not o&e'er! increasing t e num(er of employees accordingly" T is is leading to deterioration of t e standard of customer ser'ice"

O::ORTUNITIES
6" Hu5e u*t#,,ed m#&8et i* I*di#C T ere are still uge untapped market in India for expanding (usiness! so I.I.I as lot of opportunity ere to do co'er t e market" 9" Di''#ti'4ied Cu't"me&' "4 Ot?e& B#*8'C T ere are many companies and customers & ic are not satisfied &it its current (ank! so I.I.I &it its superior ser'ice 1uality and long &orking ours can capture t ose customers"

THREATS
6( Ad$e*t "4 MNC b#*8'C /arge num(ers of M-. (anks are mus rooming in t e Indian market due to t e friendly policies adopted (y t e go'ernment" T is can increase t e le'el of competition and pro'e a potential t reat for t e market s are of I.I.I (ank" 9( Di''#ti'4ied Cu't"me&'C T e analysis indicated t at t oug most of t e companies are satisfied &it t e products offered (y I.I.I (ank (ut t e poor customer support3 ser'ice is creating a lot of dissatisfaction among t e customers! t is can pro'e to (e a serious pro(lem as far as t e market reputation of t e (ank is concerned and cane (e a major t reat in future (usiness ac1uisition"
122

=" E$e& im,&"$i*5 *#ti"*#%iAed b#*8'C 4it PSU (anks like SBI going all out to compete &it t e pri'ate (anks and go'ernment gi'ing t em a free and to do so! it can pro'e to (e serious t reat for (anks like I.I.I

D(CONCLUSIONS

I.I.I

as got a good

old o'er t e market as 1uite a good percentage of existing

123

customers are satisfied of it! t at is A7J! in & ic 99J of t em &ere merely satisfied and

67 J &ere fully satisfied" Remaining 96J of total respondents &ere not satisfied &it t e (ank! so I.I.I s ould &ork out a strategy to increase t e satisfaction le'el of it5s customers (y pro'iding t em prompt ser'ices" Most popular retailed (anking product is sa'ing account follo&ed (y po&er pay accounts $salary accounts%! as it is a +ero (alance account and direct credit of salaries is a most attracti'e feature" A facility like &orking our flexi(ility is most attracted (y t e customer &it I.I.I (ank"

T ere are a'erage dissatisfies customers of icici and t e reason found &ereC Mis andles customer5s 1ueries ,ailure in sol'ing of customer5s pro(lems Huite ig penalty c arges for not maintaining 1uarterly a'erage (alance and ot er re1uirements" /ake of employees attitude and good kno&ledge /ack of ATM

Reasons t at a'e gi'en icici an edge and a'e elp it to &in customers areC Its (rand nameC people feel proud to (e associated &it a (ig (rand as icici! & ic is 4ide net&ork Marketing executi'es plays a 'ital role in persuading people to open up t eir accounts" considered as relia(le and comforta(le to operate! &it its corporate en'ironment

Pro(lem areas ig lig ted in t e process due to & ic icici lost its customers &ereC Market not fully penetrated! many POT2-TIA/ .USTOM2RS remained untapped Bad &ord of mout pu(licity (y dissatisfied customers
124

-on a'aila(ility of atm counters in key areas suc as (ani park! j ot&ara! and t e most important jo ari (a+aar etc"

c aura rasta!

:),.! SBBE! SBI! UTI are t e major competitors of icici"

A&areness le'el a(out e0age (anking s ould (e increased among its customers"

125

R2.OMM2-)ATIOA-) SU**2STIO-S

:ROBLEMS AND SUGGESTIONS

:&"b%em > Hi5? -?#&5e'

2'ery type of c arges in I.I.I Bank is 'ery ig likeC0
126

Statement c arges (efore = mont sC Rs" 669 )) . arges upto Rs" 6<<<<C Rs"@B" -on maintenance of (alance 1uarterly in sa'ings Bank accountC Rs"A@< Ot er penalty and fees are also ig

Su55e'ti"*
Bank s ould try to reduce t ese c arges" It is so difficult for ordinary consumer to pay t ese c arges" ,or t is follo&ing steps can (e takenC T e customer & o &ants statement (efore 1uarter end! Bank s ould e0 mail t is statement on t eir e0mail account" It is t e cost effecti'e &ay" T e customers & o are not con'enient &it e0mail! &it minimum fees statement s ould (e pro'ided" )) and ot er c arges s ould also (e made competiti'e from SBI! if it &ants to lead t e market

:&"b%em / Hi5? mi*imum b#%#*-e

Minimum (alance in sa'ings account is Rs"6<9<< & ic is too ig " In SBI! It is only Rs" 6<<<" T is (ig amount is too difficult to maintain" Most of t e people don5t &ant to (lock t is (ig amount to maintain minimum (alance"

Su55e'ti"*
127

-ot 6<<< like SBI! (ut at least upto @<<<! minimum (alance s ould (e decreased"

Special minimum (alance sc emes for a group of people can (e introduced! like +ero (alance sc eme for 6 year for uni'ersity and college students can (e introduced! as t ey are t e potential customers"

:&"b%em@ Bu&de* "4 '#%e' "* 't#44

Already office staff is a'ing (urden of office &ork! as I.I.I Bank! A insa circle is on prime location" In spite of t is t ey are o'er(urdened &it Branc targets like selling of gold coins! opening accounts etc" furt er t eir (onus and increments are more depended on sales performance! not on t eir operations effecti'eness"

Su55e'ti"*
,ulfilling targets s ould only (e t e responsi(ility of sales people! not of t e payroll employees" T ey are uman (eings! not t e mac ines" I- P"M"S" rating staff5s operations effecti'eness s ould (e more ig lig ted"

:&"b%em B C&"9d "4 "t?e& #%i8e bu'i*e''e' %i8e i*'u&#*-e #*d mutu#% 4u*d'
Sales people of I.I.I Prudential! I.I.I )irect! and I.I.I /om(ard are making targets to t ose .ustomers & o are sitting on t e &aiting c airs of I.I.I Bank" Sometimes it annoys t e customers" T e (ranc is o'er(urdened &it t ose people"

Su55e'ti"*
128

)ifferent arrangement s ould (e done for sales people" .ertain no" of t ese representati'es like 9 or = s ould (e decided" ,urt er! if t ey pitc t e customers! t ey s ould pitc only t ose! & o are sitting idle or &aiting for t eir &ork"

:&"b%em C C"m,etiti"* 9it? "t?e& B#*8'

I.I.I Bank as t e toug competition &it ot er pri'ate pri'ate sector Bank of I-)IA" -e& Banks like :),.! t e 9 nd largest

Banks like ;2S BA-# are also coming in t e market"

Be-"mi*5 *"(> i' e#'y6 but t" m#i*t#i* t?i' ,"'iti"* i' $e&y t"u5?(

Su55e'ti"*
Bank s ould continuously keep &atc strategy! 90 step for&ard from t em" t e acti'ities of ot er Banks and formulate t e

Ot?e& Re-"mme*d#ti"*'
On t e (asis of our analysis and inferences &e recommend t e follo&ingC I.I.I s ould come up &it more (ranc es and ATMs to a'e a (etter spread" T is &ill also elp customers a'ail t e multi0city (anking facility"

129

It s ould try to make t eir systems more user friendly so as to not loose customers due to lack of con'enient interfaces" Account statementC free mont ly account statement s ould (e pro'ided & en asked (y t e customers" As customers feel t at t ey a'e to &ait long to place t eir re1uest t e num(er of andling 1ueries" 2sta(lis more good employees andling t e front office can (e increased during t e (anking ours 4ell trained customer staffC for satisfactory standards in (anking t roug courteous ser'ice and a ig et ical (enc mark" 2mployees s ould a'e good kno&ledge of (ank5s &orking and (ranc operations so as to guide customers properly" T ey s ould &ell con'ersant &it ser'ices and facilities pro'ided (y is (ank" 'arious types of

.ustomer a&arenessC t e customer s ould (e consistently informed and updates a(out t e ne& facilities and ne& ser'ices" Account opening process is more or less of (eauracratic nature" 4 ic normally takes at least F &orking days to open a ne& account"

130

7 APP2-)IG

Hue'ti"**#i&e
:%e#'e #*'9e& t?e 4"%%"9i*5 Iue'ti"*'

,irst -ameCYYYYYYYYYY

/ast -ameC YYYYYYYYYY

.ontact num(erC YYYYYYYY 2mailC YYYYYYYYYYYY AddressC YYYYYYYYYYYYYYYYYYYYYYYYYY""

Age Under 9@ 9@0=@ =@0?@

131

A(o'e ?@

Occupation *o't" Ser'ice Pri'ate Eo( Medical Student 2ngineer Ot er $Specify%YYYYYY"

Mont ly :ouse old Income $in t ousands% Under 6< 6<09< 9<0?< ?<0B< A(o'e B<

6" )o you a'e an (anking relation &it I.I.I (ankW A" ;es B" -o

9" 4 at is t e relation do you maintain &it I.I.I (ankW A" Sa'ing Account B" .urrent Account ." Salary A3. )" ,ix )eposit $,)% 2" Ot ers $specify%YYYYYYYY

=" ,or o& long you a'e (een maintaining t e relation &it I.I.I (ankW /ess t an a year A" 6 year R = year
132

B" More t an = years

?" 4 at are t e criteria to gi'e priority to a particular (ankW HAB $1uarterly a'erage (alance% A" -earness to residence3office B" *ood&ill and relia(ility $Safety% of (ank ." Accessi(ility of ATM )" Ot ers $Specify%YYYYYYYY

@" Are all t e customer5s 1ueries ans&er to and acted upon 1uickly in I.I.I (ankW Strongly disagree A" )isagree B" -eit er disagree nor agree ." Agree )" Strongly agree

B" T e attending officers a(ility to pro'ide correct informationW A" 2xcellent B" *ood ." Satisfactory )" Poor

A" As per your experience &it icici (ank please specify t e 1uality of ser'ices recei'edC A" 2xcellent B" *ood ." Satisfactory
133

)" Poor

7" )oes t e (ank regularly pro'ide information pertaining to ne& sc emes and offersW A" Al&ays B" Sometimes ." -e'er 8" 4 ic facility pro'ided (y t e (ank! you like mostO$select any t&o% A" 4orking our flexi(ility B" Accessi(ility of ATM ." .ustomer care ser'ices )" 2mployees attitude and kno&ledge 2" Ot ers $Specify%YYYYYYYY

6<" 4ould t e customer continue &it t e I.I.I (ank e'en if it &ere relati'ely more expensi'e t an ot er in'estment ser'ices W A" ;es B" -o 66" In comparison to ot er (anks! o& &ould you rate I.I.I (ankW A" 2xcellent B" *ood ." A'erage )" Poor 69" :a'e you e'er experienced any pro(lem &it t e (ankW A" ;es
134

B" -o If yes please specifyYYYYYYYYYYYYY"" 6=" 4ould you recommend t e I.I.I (ank to ot ers if asked for your opinionW A" Dery likely B" /ikely ." Unlikely 6?" 4 at are t e features! do you prefer t at I.I.I (ank s ould possessW $select any t&o% A" /o&er t e c arges B" .leanness and good am(iance ." #no&ledge a(out products )" Prompt ser'ices 2" Ot ers

6@" Are you satisfied &it t e ser'ices of I.I.I (ankW A" ,ully satisfied B" Merely satisfied ." -ot satisfied

135

136

BIB/IO*RAP:;

B""8'
#otler P ilip! #eller #e'in /"! #os y A"! E a Mit iles &ar NMarketing ManagementM 69e! Pearson 2ducation" #ot ari ."R"!Researc Met odology Met od FTec ni1ues! ,ourt 2dition!4is &a Prakas an!-e& )el i"

<eb'ite'
&&&"icici Bank"com &&&" (anks"com
137

&&&"r(i"com &&&"s(i"co"in &&&"dataresearc online"com &&&"money( ai"com

"http:// !"#$%&$'&$(&#)p(#t*!+,-"

Ne9',#,e&' #*d m#5#Ai*e'

Business standard T e ,inancial 2xpress 2conomic Times A0> (usiness aug0 sept 9<<A P no" =90=B Business 4orld 2conomy )ec 9<<@ P no"@60@= Business Today R Trends! April 9=! 9<<B P no" 6A Business Researc R Eune 9<<@! Page =6

138