CHAPTER -1

INTRODUCTION
BANKING
Under this Heading we will be mainly discussing about these three different heads namely :

 History of Banking in India

 Nationalization of Banks in India
 Scheduled Commercial Banks in India

1. HISTORY OF BANKING IN INDIA:

Without a sound and effective banking system in India it cannot have a healthy
economy. The banking system of India should not only be hassle free but it should
be able to meet new challenges posed by the technology and any other external
and internal factors. For the past three decades India's banking system has several
outstanding achievements to its credit. The most striking is its extensive reach. It is
no longer confined to only metropolitans or cosmopolitans in
India. In fact, Indian banking system has reached even to the remote corners of the
country.The government's regular policy for Indian bank since 1969 has paid rich
dividends with the nationalization of 14 major private banks of India.
Not long ago, an account holder had to wait for hours at the bank counters for
getting a draft or for withdrawing his own money. Today, he has a choice. Gone are
days when the most efficient bank transferred money from one branch to other in
two days. Now it is simple as instant messaging or dials a pizza. Money has become
the order of the day.
The first bank in India, though conservative, was established in 1786. From 1786 till
today, the journey of Indian Banking System can be segregated into three distinct
phases. They are as mentioned below:

 Early phase from 1786 to 1969 of Indian Banks

 Nationalization of Indian Banks and up to 1991 prior to Indian banking sector
Reforms.
 New phase of Indian Banking System with the advent of Indian Financial&
Banking Sector Reforms after 1991.

SCHEDULED COMMERCIAL BANKS IN INDIA:

The commercial banking structure in India consists of:

 Scheduled Commercial Banks in India

 Unscheduled Banks in India
Scheduled Banks in India constitute those banks which have been included in the
Second Schedule of Reserve Bank of India (RBI) Act, 1934. RBI in turn includes only
those banks in this schedule which satisfy the criteria laid down vide section 42 (6)
(a) of the Act.
As on 30th June, 1999, there were 300 scheduled banks in India having a total
network of 64,918 branches. The scheduled commercial banks in India comprise of
State bank of India and its associates (8), nationalized banks (19), foreign banks (45),
private sector banks (32), cooperative banks and regional rural banks.
"Scheduled banks in India" means the State Bank of India constituted under the
State Bank of
India Act, 1955 (23 of 1955), a subsidiary bank as defined in the State Bank of India
(Subsidiary Banks) Act, 1959 (38 of 1959), a corresponding new bank constituted
under section 3 of the
Banking Companies (Acquisition and Transfer of Undertakings) Act, 1970 (5 of
1970), or under section 3 of the Banking Companies (Acquisition and Transfer of
Undertakings) Act, 1980 (40 of 1980), or any other bank being a bank included in
the Second Schedule to the Reserve Bank of India Act, 1934 (2 of 1934), but does
not include a co-operative bank". "Non-scheduled bank in India" means a banking
company as defined in clause (c) of section 5 of the Banking Regulation Act, 1949
(10 of 1949), which is not a scheduled bank".
The following are some of the Scheduled Banks in India (Public Sector):
 State Bank of India
 Allahabad Bank
 Bank of India
 Central Bank of India
 Dena Bank

The following are some of the Scheduled Banks in India (Private Sector):
 Axis Bank Ltd

 ICICI Bank Ltd

 HDFC Bank Ltd
 Bank of Punjab Ltd
 IDBI Bank Ltd

The following are some of the Scheduled Foreign Banks in India:

 American Express Bank Ltd.
 Bank of Tokyo Ltd.
 Citi Bank N.C.
 Standard Chartered Bank.
BANKING SERVICES IN INDIA:

With years, banks are also adding services to their customers. The Indian banking
industry is passing through a phase of customers market. The customers have more
choices in choosing their banks. A competition has been established within the
banks operating in India.With stiff competition and advancement of technology, the
services provided by banks have become more easy and convenient. The past days
are witness to an hour wait before withdrawing cash from accounts or a cheque
from north of the country being cleared in one month in the south.
This section of banking deals with the latest discovery in the banking instruments
along with the polished version of their old systems.
Bank Account:
The most common and first service of the banking sector. There are different types
of bank account in Indian banking sector. The bank accounts are as follows:
 Bank Savings Account - Bank Savings Account can be opened for eligible
person / persons and certain organizations / agencies (as advised by
Reserve Bank of India (RBI) from time to time)

 Bank Current Account - Bank Current Account can be opened by individuals

/ partnership firms / Private and Public Limited Companies / HUFs /
Specified Associates /
Societies / Trusts, etc.
 Bank Term Deposits Account - Bank Term Deposits Account can be opened
by individuals / partnership firms / Private and Public Limited Companies /
HUFs/ Specified
Associates / Societies / Trusts, etc.
 Bank Account Online - With the advancement of technology, the major
banks in the public and private sector has facilitated their customer to open
bank account online. Bank account online is registered through a PC with an
internet connection. The advent of bank account online has saved both the
cost of operation for banks as well as the time taken in opening an account.

Plastic Money:
Credit cards in India are gaining ground. A number of banks in India are encouraging
people The use credit card. The concept of credit card was used in 1950 with the
launch of charge cards in USA by Diners Club and American Express. Credit card
however became more popular with use of magnetic strip in 1970.Credit card in
India became popular with the introduction of foreign banks in the country. Credit
cards are financial instruments, which can be used more than once to borrow
money or buy products and services on credit. Basically banks, retail stores and
other businesses issue these.

Loans:
Banks in India with the way of development have become easy to apply in loan
market. The following loans are given by almost all the banks in the country:
 Personal Loan
 Car load or Auto Loan
 Loan against Shares
 Home Loan
 Education Loan or Student Loan

Money Transfer:

Beside lending and depositing money, banks also carry money from one corner of
the globe to another. This act of banks is known as transfer of money. This activity is
termed as remittance business. Banks generally issue Demand Drafts, Banker's
Cheque, Money Orders or other such instruments for transferring the money. This is
a type of Telegraphic Transfer or Tele Cash Orders. It has been only a couple of
years that banks have jumped into the money transfer businesses in India. The
international money transfer market grew 9.3% from 2003 to 2004 i.e. from US$213
bn. to US$233 bn. in 2004. Economists say that the market of money transfer will
further grow at a cumulative 12.1% average growth rate through 2009.

FUTURE OF BANKING IN INDIA:

A healthy banking system is essential for any economy striving to achieve good
growth and yet remain stable in an increasingly global business environment. The
Indian banking system has witnessed a series of reforms in the past, like
deregulation of interest rates, dilution of government stake in PSBs, and increased
participation of private sector banks. It has also undergone rapid changes, reflecting
a number of underlying developments. This trend has created new competitive
threats as well as new opportunities.
Given the competitive market, banking will (and to a great extent already has)
become a process of choice and convenience. The future of banking would be in
terms of integration. This is already becoming a reality with new-age banks such as
YES Bank ICICI Bank, and others too adopting a single-PIN, OTP facility. Geography
will no longer be an inhibitor. Technology will prove to be the differentiator in the
short-term but the dynamic environment will soon lead to its saturation and what
will ultimately be the key to success will be a better relationship management.
If one were to say that the future of banking in India is bright, it would be a gross
understatement. With the growing competition and convergence of services, the
customers stand
10 only to benefit more to say the least. At the same time, emergence of a
multitude of complex financial instruments is foreseen in the near future (the trend
is visible in the current scenario too) which is bound to confuse the customer more
than ever unless she spends hours (maybe days) to understand the same. Hence, I
see a growing trend towards the importance of relationship managers. The success
(or failure) of any bank would depend not only on tapping the untapped customer
base (from other departments of the same bank, customers of related similar
institutions or those of the competitors) but also on the effectiveness in retaining
the existing base.
India has witness to a sea change in the way banking is done in the past more than
two decades.
Since 1991, the Reserve Bank of India (RBI) took steps to reform the Indian banking
system at a measured pace so that growth could be achieved without exposure to
any macro-environmen and systemic risks. Some of these initiatives were
deregulation of interest rates, dilution of the government stake in public sector
banks (PSBs), guidelines being issued for risk management, asset classification, and
provisioning. Technology has made tremendous impact in banking.
‘Anywhere banking’ and ‘Anytime banking’ have become a reality. The financial
sector now operates in a more competitive environment than before and
intermediates relatively large volume of international financial flows. In the wake of
greater financial deregulation and global financial integration, the biggest challenge
before the regulators is of avoiding instability in the financial system.
 SCOPE AND OBJECTIVES OF THE STUDY

This Study will help us to understand the consumer’s satisfaction about banking services and
products. This study will help banks to understand, how a consumer selects, organizes and
interprets the Quality of service and product offered by banks. The market is more aware
and realistic about investment and returns from financial products. In this background this
study tries to analyze the customer satisfaction towards banking services in general and
ICICI Bank in particular.

OBJECTIVES

1. To understand the major attributes of customer satisfaction.

2. To determine the main factors influencing the level of customer satisfaction in ICICI Bank.
3. To assess the level of customer satisfaction on the quality of service provided by the ICICI
Bank.
4. To study consumer perception about the ICICI Bank.
 PROFILE OF THE COMPANY

ICICI Bank is India's largest private sector bank with total assets of Rs.6,461.29 billion (US$
103 billion) at March 31, 2015 and profit after tax Rs.111.75 billion (US$ 1,788 million) for
the year ended March 31, 2015. ICICI Bank currently has a network of 4,450 Branches and
13,797 ATM's across India.

HISTORY

ICICI Bank was originally promoted in 1994 by ICICI Limited, an Indian financial institution,
and was its wholly-owned subsidiary. ICICI's shareholding in ICICI Bank was reduced to 46%
through a public offering of shares in India in fiscal 1998, an equity offering in the form of
ADRs listed on the NYSE in fiscal 2000, ICICI Bank's acquisition of Bank of Madura Limited in
an all-stock amalgamation in fiscal 2001, and secondary market sales by ICICI to institutional
investors in fiscal 2001 and fiscal 2002. ICICI was formed in 1955 at the initiative of the
World Bank, the Government of India and representatives of Indian industry. The principal
objective was to create a development financial institution for providing medium-term and
long-term projet financing in indian buisnessess.
In the 1990s, ICICI transformed its business from a development financial institution offering
only project finance to a diversified financial services group offering a wide variety of
products and services, both directly and through a number of subsidiaries and affiliates like
ICICI Bank.
In 1999, ICICI become the first Indian company and the first bank or financial institution
from non-Japan Asia to be listed on the NYSE.
After consideration of various corporate structuring alternatives in the context of the
emerging competitive scenario in the Indian banking industry, and the move towards
universal banking, the managements of ICICI and ICICI Bank formed the view that the
merger of ICICI with ICICI Bank would be the optimal strategic alternative for both entities,
and would create the optimal legal structure for the ICICI group's universal banking strategy.
The merger would enhance value for ICICI shareholders through the merged entity's access
to low-cost deposits, greater opportunities for earning fee-based income and the ability to
participate in the payments system and provide transaction-banking services. The merger
would enhance value for ICICI Bank shareholders through a large capital base and scale of
operations, seamless access to ICICI's strong corporate relationships built up over five
decades, entry into new business segments, higher market share in various business
segments, particularly fee-based services, and access to the vast talent pool of ICICI and its
subsidiaries.
In October 2001, the Boards of Directors of ICICI and ICICI Bank approved the merger of ICICI
and two of its wholly-owned retail finance subsidiaries, ICICI Personal Financial Services
Limited and ICICI Capital Services Limited, with ICICI Bank. The merger was approved by
shareholders of ICICI and ICICI Bank in January 2002, by the High Court of Gujarat at
Ahmedabad in March 2002, and by the High Court of Judicature at Mumbai and the Reserve
Bank of India in April 2002. Consequent to the merger, the ICICI group's financing and
banking operations, both wholesale and retail, have been integrated in a single entity.

ICICI GROUP COMPANIES:

ICICI Bank offers a wide range of banking products and financial services to corporate and
retail customers through a variety of delivery channels and through its group companies.
ICICI Group
http://www.icicigroupcompanies.com
ICICI Prudential Life Insurance Company
http://www.iciciprulife.com/public/default.htm
ICICI Securities
http://www.icicisecurities.com
ICICI Lombard General Insurance Company
http://www.icicilombard.com
ICICI Prudential AMC & Trust
http://www.icicipruamc.com
ICICI Venture
http://www.iciciventure.com
ICICI Direct
http://www.icicidirect.com
ICICI Foundation
http://www.icicifoundation.org
Disha Financial Counselling
http://www.icicifoundation.org
ICICI Bank also has banking subsidiaries in UK and Canada
BUSINESS OBJECTIVE:
 Vision
To be the leading provider of financial services in India and a major global bank.

 Mission

 We will leverage our people, technology, speed and financial capital to: be the
banker of
first choice for our customers by delivering high quality, world-class service.

 Expand the frontiers of our business globally.

 Play a proactive role in the full realisation of India’s potential.
 Maintain a healthy financial profile and diversify our earnings across businesses and
geographies.
 Maintain high standards of governance and ethics.
 Contribute positively to the various countries and markets in which we operate.
 Create value for our stakeholders
TECHNOLOGY USED IN ICICI BANK:
ICICI use many type of advance technological software like Pinnacle 7.0
andPinnacle7.016.Among from this software ICICI bank uses the e-banking, core banking,
mobile banking electronic display. ICICI Bank was using Teradata for its data warehouse.
However, due to its proprietary hardware, the cost of procurement, upgrades and
administration was soaring. The closed box architecture of Teradata imposed restrictions on
scalability.
Secondly, querying and loading could not happen simultaneously. Queries could only be run
during business hours because the loading of data had to take place during off business
hours. This meant that the refresh rate of EDW was delayed, so queries may not reflect the
most current data. ICICI Bank was also dependent on Teradata for support and other
activities: The bank was completely tied down to that solution.
These issues compelled ICICI Bank to look for more efficient and flexible solutions. The
solution would have to address not only current issues, but accommodate future growth
expectations and business requirements. ICICI Bank evaluated numerous data warehousing
solutions in the pursuit of solving its issues, and developed a shortlist of alternatives for its
migration proof-of-concept: Sybase, SAS and Netezza. The primary criteria for evaluation
were the price-to-performance ratio where Sybase IQ emerged the clear winner. During this
rigorous testing, Sybase IQ delivered faster results on independent hardware and operating
systems with minimum infrastructure. Commending the improvements achieved, AmitSethi,
Joint General Manager, ICICI bank says, "What impressed us wasthat even with overall
lower costs, we could achieve significantly better query performanceafter implementing the
Sybase enterprise warehouse solution." ICICI Infotech today launched an enterprise
resourceplanning (ERP) solution for the small and medium enterprises.
The ERP package - Orion Advantage - comes bundled with an HP dual processor Xeon server,
Oracle 9i database, Windows 2003 server and costs about Rs 9.90 lakh and has a 15-user
license.
An ERP package helps a manufacturer or any other business implementing it to manage all
the important parts in the company such as product planning, parts purchasing, maintaining
inventory and interacting with suppliers and customers.
ICICI Infotech officials told a press conference here today that Orion Advantage offered a set
of business practice solutions for industry segments such as engineering, auto ancillary,
pharmaceuticals, chemicals and IT distribution. Besides the cost advantage, the ERP package
also came pre-configured. ICICI Infotech had mapped the processes specific to each industry
segment into the package.
Mr. R.K. Kanthi, Deputy General Manager, ICICI Infotech, said there was no ERP package for
the SMEs that bundled the server, database and operating system right now. That was the
advantage ICICI Infotech offered to SMEs as Orion Advantage came bundled and
preconfigured.
Besides the high cost of generic ERP packages, their implementation time as far as SMEs
were concerned was also long. Orion Advantage could be installed in 45 days.
ICICI Infotech had signed up six customers so far for the package and hoped to garner a 15
per cent market share of the SME segment, whose number in the country was estimated at
2.30 lakh.
We can see that the how technology gives the best results in the below diagram. There are
drastically changes seen in the use of Internet banking, in a year 2001 (2%) and in the year
2008
(25%).

The country’s middle class accounts for over 320 million people. In correlation with the
growth of the economy, rising income levels, increased standard of living, and affordability
of banking products are promising factors for continued expansion.

Products and Services

ICICI Bank offers wide variety of Deposit Products to suit your requirements. Coupled with
convenience of networked branches/ ATMs and facility of E-channels like Internet and
Mobile
Banking, ICICI Bank brings banking at your doorstep. Select any of our deposit products and
provide your details online and our representative will contact you for Account Opening.

SAVING ACCOUNTS:
ICICI Bank offers you a power packed Savings Account with a host of convenient features
and banking channels to transact through. So now you can bank at your convenience,
without the stress of waiting in queues

SENIOR CITIZEN SERVICES:

We understand that as you reach the age to retire, you do have certain concerns … whether
your hard earned money is safe and secure … whether your investments give you the kind of
returns that you need. That's why we have an ideal Banking Service for those who are 60
years and above. The Senior Citizen Services from ICICI Bank has several advantages that are
tailored to bring more convenience and enjoyment in your life.
YOUNG STARS:
It's really important to help children learn the value of finances and money management at
an early age. Banking is a serious business, but we make banking a pleasure and at the same
time children learn how to manage their personal finances.

FIXED DEPOSITS:
Safety, Flexibility, Liquidity and Returns!!!! A combination of unbeatable features of the
Fixed Deposit from ICICI Bank.

RECURRING DEPOSITS:
When expenses are high, you may not have adequate funds to make big investments. But
simply going ahead without saving for the future is not an option for you. Through ICICI
Bank Recurring Deposit you can invest small amounts of money every month that ends up
with a large saving on maturity. So you enjoy twin advantages- affordability and higher
earnings

HOME LOAN:
The No. 1 Home Loans Provider in the country, ICICI Bank Home Loans offers some
unbeatable benefits to its customers - Doorstep Service, Simplified Documentation and
Guidance throughout the Process. It's really easy!

PERSONAL LOANS:
If you’re looking for a personal loan that’s easy to get, your search ends here. ICICI Bank
Personal Loans are easy to get and absolutely hassle free. With minimum documentation
you can now secure a loan for an amount up to Rs. 15 lakhs

CAR LOAN:
The NO 1 financier for car loans in the country.Network of more than 1500 channel partners
in over 780 locations.Tie-ups with all leading automobile manufacturers to ensure the best
deals.Flexible schemes & quick processing.Hassle-free application process on the click of a
mouse.

COMMERCIAL VEHICLE LOANS:

Range of services on existing loans & extended products like funding of new vehicles,
refinance on used vehicles, balance transfer on high cost loans, top up on existing loans,
Extend product, working capital loans & other banking products.
TWO WHEELER LOANS:
Avail attractive schemes at competitive interest rates from the No 1 Financier for Two
Wheeler Loans in the country. Finance facility up to 90% of the On Road Cost of the vehicle,
repayable in convenient repayment options and comfortable tenors from 6 months to 36
months. Ride home on your Dream Two Wheeler with our hassle free finance.

FARM EQUIPMENT LOANS:

Preferred financier for almost all leading tractor manufacturers in the country. Flexible
repayment options in tandem with the farmer's seasonal liquidity. Monthly, Quarterly and
Halfyearly repayment patterns to choose from. Comfortable repayment tenures from 1 year
to 9 year.

CREDIT CARDS:
ICICI Bank Credit Cards give you the facility of cash, convenience and a range of benefits,
anywhere in the world. These benefits range from life time free cards, Insurance benefits,
global emergenassistance service, discounts, utility payments, travel discounts and much
more.

DEBIT CARDS:
The ICICI Bank Debit Card is a revolutionary form of cash that allows customers to access
their bank account around the clock, around the world. The ICICI Bank Debit Card can be
used for shopping at more than 100,000 merchants in India and 13 million merchants
worldwide.

TRAVEL CARD:
Presenting ICICI Bank Travel Card.The Hassle Free way to Travel the world. Traveling with US
Dollar, Euro, Pound Sterling or Swiss Francs; Looking for security and convenience; take ICICI
Bank Travel Card. Issued in duplicate. Offers the Pin based security. Has the convenience of
usage of Credit or Debit card.

PRE PAID CARDS:

ICICI Bank brings to you a complete bouquet of pre-paid cards providing payment solutions
at your fingertips. ICICI Bank pre-paid cards are a safe & convenient way for associate
payments, disbursements, gifting & small ticket transactions. Pre-paid cards are available on
a VISA platform thus providing accessibility to over one lakh merchant establishments &
cash withdrawal from all VISA ATMs in India.
INVESTMENTS:
At ICICI Bank, we care about all your needs. Along with Deposit products and Loan offerings,
ICICI Bank assists you to manage your finances by providing various investment options
ranging from ICICI Bank Tax Saving Bonds to Equity Investments through Initial Public Offers
and Investment in Pure Gold. ICICI Bank facilitates following investment products:

 ICICI Bank Tax Saving Bonds

 Government of India Bonds
 Investment in Mutual Funds
 Initial Public Offers by Corporate
 Investment in "Pure Gold"
 Foreign Exchange Services
 Senior Citizens Savings Scheme, 2004
You can invest in above products through any of our branches. For select products ICICI
Bank also provides the ease of investing through electronic channels like ATMs and Internet
(ICICIdirect.com).

ICICI BANK PURE GOLD:

Gold has been traditionally the most favored form of investment for Indians. In fact, India,
even today is amongst the highest consumers of Gold in the world. However, the Gold
market remains largely unorganized with reliability and convenience remaining the key
issues for gold buyers in the country.ICICI Bank with its `Pure Gold' offer attempts to bridge
the gap between the need of the customers for buying gold and availability of an organized
avenue to satisfy that need, by taking care of the two key components Reliability and
Convenience. Reliability 24 Carat ICICI Bank Pure Gold is imported from Switzerland. This
Gold carries a 99.99% Assay Certification, signifying highest level of purity, as per
international standards.

FOREX SERVICES:
ICICI Bank's Foreign Exchange Services will help you organize your foreign exchange in the
most hassle free manner. Whether its Foreign Currency, Travelers Cheques or Travel Card,
ICICI Bank Foreign Exchange Services is a one-stop solution to your foreign exchange
requirement.
 SWOT ANALYSIS
 STRENGTHS
 ICICI is the second largest bank in terms of total assets and market share
 Total assets of ICICI is Rs. 4062.34 Billion and recorded a maximum profit after tax of
Rs. 51.51 billion and located in 19 countries
 One of the major strength of ICICI bank according to financial analysts is its strong
and transparent balance sheet
 ICICI bank has first mover advantage in many of the banking and financial services.
ICICI bank is the first bank in India to introduce complete mobile banking solutions
and jewelry card
 The bank has PAN India presence of around 2,567 branches and 8003 ATM’s
 ICICI bank is the first bank in India to attach life style benefits to banking services for
exclusive purchases and tie-ups with best brands in the industry such as Nakshatra,
Asmi, D’damas etc
 ICICI bank has the longest working hours and additional services offering at ATM’s
which attracts customers
 Marketing and advertising strategies of ICICI have good reach compared to other
banks in India

 WEAKNESSES
 Customer support of ICICI section is not performing well in terms of resolving
complaints
 There are lot of consumer complaints filed against ICICI
 The ICICI bank has the most stringent policies in terms of recovering the debts and
loans, and credit payments. They employ third party agency to handle recovery
management
 There are also complaints of customer assault and abuse while recovering and the
credit payment reminders are sent even before the deadlines which annoys the
customers
 The bank service charges are comparatively higher
 The employees of ICICI are bank in maximum stress because of the aggressive
policies of the management to win ahead in the race. This may result in less
productivity in future years
 OPPORTUNITIES
Banking sector is expected to grow at a rate of 17% in the next three years

 The concept of saving in banks and investing in financial products is increasing in

rural areas as more than 62% percentage of India’s population is still in rural areas.
 As per 2010 data in TOI, the total number b-schools in India are more than 1500. This
can ensure regular supply of trained human power in financial products and banking
services
 Within next four years ICICI bank is planning to open 1500 new branches
 Small and non performing banks can be acquired by ICICI because of its financial
strength.

 THREATS

 RBI allowed foreign banks to invest up to 74% in Indian banking

 Government sector banks are in urge of modernizing the capacities to ensure the
customers switching to new age banks are minimized
 HDFC is the major competitor for ICICI, and other upcoming banks like AXIS, HSBC
impose a major threat
 In rural areas the micro financing groups hold a major share
 Though customer acquisition is high on one side, the unsatisfied customers are
increasing and make them to switch to other banks
RESEARCH METHODOLOGY

Research Methodology is a way to solve the research problem systematically. It involves the
various steps to find out the solution of an identified problem. It also clarifies the logic
behind the study of the problem. When we talk about research methodology we not only
talk of the research method but also consider the logic behind the method we use in the
context of our research study and explain why we are using a particular method or
techniques and why we are not using other so the result are capable of being evaluated.

RESEARCH DESIGN:
A descriptive study tries to discover answers to the questions who, what, when, where, and,
sometimes, how. The researcher attempts to describe or define a subject, often by creating
a profile of a group of problems, people, or events. Such studies may involve the collection
of data and the creation of a distribution of the number of times the researcher observes a
single event or characteristic (the research variable), or they may involve relating the
interaction of two or more variables. Organizations that maintain databases of their
employees, customers, and suppliers already have significant data to conduct descriptive
studies using internal information. Yet many firms that have such data files do not mine
them regularly for the decision-making insight they might provide. This descriptive study is
popular in business research because of its versatility across disciplines. In for-profit, not-
for-profit and government organizations, descriptive investigations have a broad appeal to
the administrator and policy analyst for planning, monitoring, and evaluating. In this
context, how questions address issues such as quantity, cost, efficiency, effectiveness, and
adequacy. Descriptive studies may or may not have the potential for drawing powerful
inferences. A descriptive study, however, does not explain why an event has occurred or
why the variables interact the way they do.

SAMPLE METHOD:
Convenience sampling method is used for the survey of this project. It is a non-probability
sample. This is the least reliable design but normally the cheapest and easiest to conduct .In
this method Researcher have the freedom to choose whomever they find, thus the name
convenience. Example includes informal pools of friends and neighbors or people
responding to a newspaper’s invitation for readers to state their position on some public
issue.

SAMPLE SIZE:
Sample size denotes the number of elements selected for the study. For the present study,
50 respondents were selected at random. All the 50 respondents were the customers of
different branches of ICICI Bank.
SAMPLING METHOD:
A sample is a representative part of the population. In sampling technique, information is
collected only from a representative part of the universe and the conclusions are drawn on
that basis for the entire universe.
TYPES OF DATA:
Every decision poses unique needs for information, and relevant strategies can be
developed based on the information gathered through research. Research is the systematic
objective and exhaustive search for and study of facts relevant to the problem Research
design means the framework of study that leads to the collection and analysis of data. It is a
conceptual structure with in which research is conducted. It facilitates smooth sailing of
various research operations to make the research as effective as possible.

PRIMARY DATA:
Primary data are those collected by the investigator himself for the first time and thus they
are original in character, they are collected for a particular purpose. A well-structured
questionnaire was personally administrated to the selected sample to collect the primary
data.

SECONDARY DATA:
Secondary data are those, which have already been collected by some other persons for
their purpose and published. Secondary data are usually in the shape of finished products.
 DATA ANALYSIS AND INTERPRETATION

1. How long have you been customer of the ICICI bank?

No. of years No. of respondents

Less than a year 13
1-4 years 18
4- 7 years 15
More than 7 years 4

Table 1. Years people have been using icici bank

 How long have you been a customer of ICICI bank ?

Series 2
20
18
16
14
12
10
8
6
4
2
0
less than a year 1-4 years 4-7 years more tha 7 years

Series 2

Fig.1

INTERPRETATION: From the above graph it is clear that majority of the respondents are part
of the ICICI bank from 1-4 years i.e.36%; 30% of the respondents are part of the ICICI bank
from 4-7 years; 26% respondent from less than a year and remaining 8% respondent are
part of the ICICI bank form more than 7 years.
 2. Do you always get prompt service whenever you visit ICICI bank ?

No of respondents
Strongly agree 23
Agree 17
Neither agree nor disagree 7
Disagree 2
Strongly disagree 1
Table 2 : prompt services
 agree niether agree nor disagree disagree strongly disagree strongly agree

Do you always get the prompt service

whenever you visit the ICICI bank?

Fig.2

INTERPRETATION: From the above graph it is clear that majority of the respondents get
timely and quick services by the ICICI bank i.e.46%; 34% of the respondents seem to be just
satisfied; 14% respondent are neither happy nor have any problem and remaining 6%
respondent are dissatisfied with respect to get late services from the ICICI bank.
 3. Do you agree that the procedure to open an account with the ICICI bank is
difficult?

Strongly agree 0
Agree 1
Neither agree nor disagree 5
Disagree 19
Strongly disagree 25
Table 3 : Difficult Procedure

Do you agree that the procedure to open an

account with the ICICI bank is difficult?

Chart Title
30

25

20

15

10

0
strongly agree agree niether agree nor disagree strongly disagree
disagree

Fig 3
INTERPRETATION: From the above graph it is clear that 3/4th of the respondents doesn’t
face any problem in the process of opening a new account; 10% respondent are neither
happy nor have any problem and remaining 2% respondent are dissatisfied with the
procedure of opening a new account in the ICICI bank.
4. Do you agree that the process of depositing and withdrawing money from the ICICI
bank is complex?

Strongly agree 1
Agree 1
Niether agree nor disagree 8
Disagree 29
Strongly disagree 11
Table 4. withdrawing money is complex

Chart Title
35

30

25

20

15

10

0
strongly agree agree neither agree nor disagree strongly disagree
disagree

Fig 4

INTERPRETATION: From the above graph it is clear that 80% of the respondents feel that
the process of depositing and withdrawing money from the by ICICI bank isn’t complex; 16%
of the respondents are neither happy nor have any problem and remaining 4% respondent
face problem in depositing and withdrawing money from the ICICI
5. Are satisfied you with the way the queries of the customers have been resolved by the
ICICI bank?

No. of respondents
Strongly agree 23
Agree 16
Neither agree nor disagree 10
Disagree 0
Strongly disagree 1
Table 5 : Queries resolved

Sales

strongly agree agree niether agree nor disagree disagree strongly disagree

Fig 5.

INTERPRETATION: From the above graph it is clear that 82% respondent’s query and conflict
has been easily resolved by the ICICI bank; 16% of the respondents are neither happy nor
have any problem and remaining 4% respondent feels that their problems have not been
resolved in the best way by the ICICI bank.
6. Do you agree that minimum account limit is not high and easy to maintain in the ICICI
bank?

No. of respondents
Strongly agree 5
Agree 17
Neither agree nor disagree 16
Disagree 9
Strongly disagree 3
Table 6 : minimum account limit not high

Chart Title

strongly disagree

disagree

niether agree nor diagree

agree

strongly agree

0 2 4 6 8 10 12 14 16 18

Fig 6

INTERPRETATION: From the above graph it is clear that 44% of the respondents are satisfied
with the minimum account limit and easy maintenance of the in the ICICI bank; 32% of the
respondents are neither happy nor have any problem and remaining 24% respondent feels
that minimum account limit isn’t good and face some problem in operating their accounts.
7. According to you which service provided by the ICICI bank is best?

Services No. of respondents

Depositing and withdrawing 8
money
Query handling 12
New account process 9
Friendliness of bank personnel 7
Minimum account limit is not 1
high
Easy maintenance of account 2
Parking facilities and accessibility 2
Convenience of location 1
Online services 8
Table 7. : best service
 Chart Title
14
12
10
8
6
4
2
0

Series 1 Series 2 Series 3

Fig7

INTERPRETATION: From the above graph it is clear that majority of the respondents would
feel that new account process, inquiry facility, depositing and withdrawing process & online
services are the best services provided by the ICICI bank; 14% like friendliness of personnel
and the remaining like parking facilities, convenience of location etc. as best services among
the various services provided by the ICICI bank.
8. What are problems that you face whenever you make a visit to the ICICI Bank?

Services No. of respondents

Depositing and withdrawing 1
money
Query handling 1
New account process 1
Friendliness of bank personnel 0
Minimum account limit is not 1
high
Easy maintenance of account 1
Parking facilities and accessibility 27
Convenience of location 10
Online services 8
Table 8 : Problems faced
 Chart Title
30
25
20
15
10
5
0

Series 1 Series 2 Series 3

Interpretation: From the above graph it is clear that majority of the respondents face
theproblem of parking and location of the branch of the ICICI bank i.e.74; 16% face the
problemwhile performing online services and the remaining face the problem in depositing
and withdrawing process, new account opening process in the ICICI bank.
9. Are satisfied you with the services provided by the ICICI bank?

No. of respondents
Strongly agree 21
Agree 16
Neither agree nor disagree 9
Disagree 6
Strongly disagree 1
Table 9: satisfied

Sales

strongly agree agree niether agree nor disagree disagree strongly disagree

Fig 9
INTERPRETATION: From the above graph it is clear that 74% of the respondents are satisfied
with the dealing of the ICICI bank, 16% are not fully satisfied and 18% are satisfied to some
extent.
 Findings and Conclusion

From the analysis of the results and based on the objectives of the study the following
findings can be ascertained.

 According to the data collected, it is clear that most of the

respondents are part of the ICICI bank from 1-7 years.
 Almost half of the population gets timely and quick services by the
ICICI bank and 75% of the respondents are satisfied with the service
offered by ICICI bank.
 Presently the bank offers varieties of services but the customers are
mostly happy with the easy and simple process of opening a new
account, depositing and withdrawing money and query handling
process of the ICICI bank.
 The problems face by the majority of the population is related to the
location of branch and parking facility availability. Whereas online
services are new to the customers so they also face some problem in
performing the online services of the ICICI bank.
 As minimum account limit is a cause that restricts the population to
make them a part of the ICICI bank. On the other hand maintain the
account is seems to a problem for 1/4th of the population.

LIMITATION
This study is limited to the consumers with in New Delhi city. The study will be able to reveal
the preferences, needs, satisfaction of the customers regarding the banking services, It also
help banks to know whether the existing products or services they are offering are really
satisfying the customers’ needs.
 Suggestions and recommendations

With regard to banking products and services, consumers respond at different rates,
depending on the consumer’s characteristics. Hence ICICI Bank should try to bring their new
product and services to the attention of potential early adopters.

 Due to the intense competition in the banking sector, the ICICI Bank should adopt
better strategies to attract more customers.
 ICICI Bank should select the location for its branch in such a way that the parking
problem should be solved, as more than half of the respondents are facing this
problem.
 ICICI Bank should come up with various supporting policies to increase the
awareness level among the consumers about the new online services.
 ICICI Bank should ask for their consumer feedback to know whether the consumers
are really satisfied or dissatisfied with the service and product of the bank. If they
are dissatisfied, then the reasons for dissatisfaction should be found out and should
be corrected in future.
 ICICI Bank should try to increase the Brand image through performance and service
then only the customers will be satisfied.
 Majority of the people find banking important in their life, so the ICICI Bank should
employ the strategies to convert the want in to need which will enrich their
business.
BIBLIOGRAPHY

www.rbi.org.in
www.moneycontrol.com
www.nseindia.com
www.icicibank.com
www.google
ANNEXURE I
QUESTIONNAIRE
1. How long have you been customer of the ICICI bank?
<1 year 1-4 years
4-7 years >7 years
2. Do you always get the prompt service whenever you visit the ICICI
bank branch?
Strongly agree
Agree
Neither Agree nor Disagree
Disagree
Strongly disagree
3. Do you agree that the procedure to open an account with the ICICI
bank is difficult?
Strongly agree
Agree
Neither Agree nor Disagree
Disagree
Strongly disagree
4. Do you agree that the process of depositing and withdrawing
money from the ICICI bank is complex?
Strongly agree
Agree
Neither Agree nor Disagree
Disagree
Strongly disagree
5. Are satisfied you with the way the queries of the customers have
been resolved by the ICICI bank?
Strongly agree
Agree
Neither Agree nor Disagree
Disagree
Strongly disagree
6. Do you agree that minimum account limit is not high and easy to
maintain in the
ICICI bank?
Strongly agree
Agree
Neither Agree nor Disagree
Disagree
Strongly disagree
7. According to you which service provided by the ICICI bank is best?
Depositing and withdrawing money
Query handling
New account process
Friendliness of bank personnel
Minimum account limit is not high
Easy maintenance of account
Parking facilities and accessibility
Convenience of location
Online services

8. What are problems that you face whenever you make a visit to the
ICICI Bank?
Depositing and withdrawing money
Query handling
New account process
Friendliness of bank personnel
Minimum account limit is not high
Easy maintenance of account
Parking facilities and accessibility
Convenience of location
Online services
9. Are satisfied you with the services provided by the ICICI bank?
Strongly agree
Agree
Neither Agree nor Disagree
Disagree
Strongly disagree