icici report (1).docx
TRANSCRIPT
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DR.TANVEER MALAVAT COLLEGE OF
BIOSCIENCES BIKANER.
Summer project Report
On
STUDY OF PERCEPTION OF COSTOMER FOR THE
SERVICE OF ICICI BANK LTD. & TO UNDERTAKE THE
TIME MOTION STUDY FOR THE SERVICES.
For
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Submitted By:
MIRZA ZUBER REHMAN
B.B.A (2007-2010)
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CERTIFICATE FROM THE GUIDE.
This is certify that MR. MIRZA ZUBER REHMANstudent of B.B.A. Programmed has completed his summertraining of 7 weeks from ( )and prepared this report on Study of perception ofcustomers for the service of ICICI BANK LTD. Andto undertake the time motion study for the service.Under my guidance.
Date: _________ ( )Place: ________ H.O.D.
B.B.A. Department
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DECLARATION.
I hereby declare that the summer project entitled Study
of perception of customers for the service ofICICI
BANK LTD. And to undertake the time motion study forthe service. Submitted by me to the DR. TANVEER
MALAVAT COLLEGE OF BIOSCIENCES BIKANER. For
consideration towards partial fulfillment of the Bachelor
degree of business administration (B.B.A.) represents my
own work expect for the guidance and/ or suggestionsreceived, which have been suitably acknowledged.
I further state that this work does not form part of my or
any other report submitted to this or any other university
for the award of any degree or diploma.
Place: _______
Date: ________ (MIRZA ZUBER REHMAN)
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PREFACE
With a jump in Indian economy from a manufacturing sector, that never reallylooks off, to a nascent sector, banking as a whole is undergoing a change. A largeroption for the consumer is getting translated into a larger demand for financialproducts for the consumer is getting translated into a larger demand for financialproducts and customization of service is fast becoming the norm than acompetitive advantage. With a retail banking sector expected to grow at a rate of30% players are focusing more and more on the retail and are waking up to thepotential of this sector of banking.
Banks today have to cope with a variety of business challenges necessitatedby increasing competition, tight margin and need to implement cost-effectivetechnology for better customer support. This becomes a difficult proposition whenalmost all the banks have similar offerings with each other to attract and retaincustomers.
A growing market can never be an alibi for lack of innovation. Indian banks
have showing little or no interest in innovative tailor-made products. They have
often tried to copy process designs that have been tested. Each economic culture
has its own traits and one who successfully adapts those to the business is the
eventual winner. Banks have traditionally performed the role of financialintermediaries. Apart from the old world game of transforming liabilities or
deposits to assets or loans, traditional banking has now expanded to cover areas
like logistic support for their customer for collection of receivables, tie-ups with
other service providers to facilitate bill payments, provide customized solution to
customers segments. The current trend is to try and be a part of all the financial
transactions in the market space and increase the share of the customer wallet. At
last but not least, I shall always be grateful to this private sector undertaking (ICICI
Bank Ltd.) for giving me an opportunity to be a part of its highly reputed
organization.
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TABLE OF CONTENTS
TOPICS Page no.
1. Acknowledgement2. Preface3. Industry Profile ( INDIAN BANKING SYSTEM)
A Historical Perspective Banks Are Prone To Crisis Role In The Money Supply
4. Developments in Banking System Social Controls of Banks Nationalization of Banks
Regional Rural Banks Second Nationalization Current Scenario Services Typically Offered By Banks
5. Company Profile (ICICI BANK) Origination Transformation Our view of Bank Board Members
Saving Account Benefits They Get By Opening This Account Features Of ICICI Bank Saving Account Charges Collection Facility Closure Of Account Saving Account Rules Payment Of Interest
Salary Account Family Shield Insurance
Eligibility Documentation
Fixed Deposits Traditional Re-investment Minimum Balance Nomination
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Easy Fixed deposit Features Easy Withdrawal Easy Loan Benefits Fixed Deposit Eligibility Easy Fixed Deposit Eligibility Recurring Deposit Fixed Deposit Chart
Young Star Account Features Special Offer
6. Research Methodology and Objective
Data Collection Approach Research Design Segmentation
7. SWOT Analysis of Banks ICICI BNAK HDFC BANK LIMITED STATE BANK OF INDIA
STATE BANK OF BIKANER AND JAIPUR BANK OF INDIA
8. Comparative Chart
9. Survey Results
10. Suggestions & Recommendations
QUESTIONNAIRE
BIBLIOGRAPHY
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INDUSTRY PROFILE
INDIAN BANKING SYSTEM
A HISTORICAL PERSPECTIVE
The earliest banks in India can be traced to the three presidency banks (in
Bengal, Mumbai and Chennai) in the early 1980s. Subsequently with the
emergency of several small banks in the country, the number of banks had gone
105 December by 1934. In 1921, the three-presidency banks were merged into the
imperial bank of India, which, apart from usual commercial operations, also took
over certain central banking functions. Since the reserve Bank of India was
established as a fullfledged central bank of country in 1935.
The Imperial bank of India was nationalized and came to be known as the
State Bank of India the establishment of the state bank of India was one of the
significant steps taken by the government of India to control its expanding
economy.The banking system witnessed a steady growth during the post-
independence period and compact. However several deficiencies in their
functioning were noticed, mainly in terms of geographical coverage and credit
deployment. The network of branches of various banks covered only a limited
segment of the population in major cities while the rural areas and semi urban
areas were totally neglected. It was also noticed that substantial gaps in credit
deployment existed in financing agriculture, small scale industry and self
employed persons. Further, the ownership pattern of banks showed the
concentration of economic power in few hands lending; it owns a merchant bank
(Citicorp Merchant Bank Limited) and an investment bank (Salomon Smith
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Barney); it operates a private bank (Citigroup Private Bank); finally, its
subsidiaries in tax havens offer offshore banking services to customers in other
countries.
BANKS ARE PRONE TO CRISIS
The traditional bank has an inherent tendency to crisis. This is because the
bank borrows short terms and lends leveraged long term. The sum of deposits and
the banks capital will never equal more than a modest percentage of the loans the
bank has outstanding.
Even if liquidity is not a concern, if there is no run on the bank, banks cansimply choose a ban portfolio of loans, and lose more money than they have. The
US Savings and Loan Crisis in the late 1980s and early 1990s is such an incident.
ROLE IN THE MONEY SUPPLY
A bank raises funds by attracting deposits, borrowing money in the inter-
bank market, or issuing financial instruments in the money market or a securities
market. The bank then lends out most of these funds to borrowers. However, it
would not be prudent for a bank to lend out all of its balance sheet. It most keeps a
certain proportion of its funds in reserve so that it can repay depositors who
withdraw their deposits. Bank reserves are typically kept in the form of a deposit
with a central bank. This behavior is called fractional-reserve banking and it is a
central issue of monetary policy. Some government (or their central banks) restrict
the proportion of a banks balance sheet that can be lent out, and use this as a tool
for controlling the money supply. Even where the reserve ratio is not controlled by
the government, a minimum figure will still be set by regulatory authorities as part
of banking supervision.
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DEVELOPMENTS IN BANKING SYSTEM
SOCIAL CONTROL OF BANKS
Indian banking structure has grown considerably in strength and stability due to the
vigorous control and effective monitoring by reserve bank of India. However,
Order to remove the deficiency pointed above, the Government introduced a
scheme of social control of banks. According to the Banking Commission (1972),
the social control scheme was introduced with the main objective of achieving a
wider spread of bank credit flow to priority sectors and making it a more effective
instrument of development.
NATIONALISATION OF BANKS
Despite of scheme of social control there was no significant reorientation of
lending activities of banks towards meeting the requirements of priority sector like
agriculture. This resulted in nationalization of 14 major commercial banks with
individual deposits exceeding Rs.50 crores in July 1969.
The major objective of nationalization were
Reduction in concentration of economic power in hands of a few.
Expansion of credit to priority areas, which were hitherto neglected like
agriculture, small-scale industries and self, employed people.
Elimination of the use of bank credit for speculative and unproductive
purpose.
To provide a professional bent to bank management and encourage
upcoming entrepreneurs.
At the time of nationalization, the 14 major banks had a paid up capital of
Rs. 28.50 crores, deposits of Rs. 2626 crores, advances Rs. 1813 crores and
4134 branches. In other words the nationalized banks accounted for 80% of
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Branches, 83% of deposits and 84% of advances of the whole banking
system.
The Banks nationalized in 1969 were:-
1. Allahabad Bank
2. Andhra Bank
3. Bank of Baroda
4. Bank of India
5. Canara Bank
6. Central Bank of India
7. Dena Bank
8. Indian Bank
9. Indian Overseas Bank
10. Punjab National Bank
11. United Commercial Bank
12. Union Bank of India
13. Syndicate Bank
14. Bank of Maharashtra
REGIONAL RURAL BANKS
The RRBs were established with a view to combining the local feel and familiarity
with rural problems. The RRBs are primarily sponsored by the commercial banks.
The primary objectives of these banks are:
Providing credit for agricultural purposes to small entrepreneurs engaged in
trade and industry and other productive activities in rural areas.
To cater the needs weaker sections of community.
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SECOND NATIONALISATION
In order to move effectively, meet the growing development needs of the economy
and to promote welfare of people on the large scale six more commercial banks
with demand and Time Liabilities (Deposits) with 200 cr were nationalized in
April 1980. With the second nationalization, the number of public sector banks
increased to 28 (1st nationalization 14 banks, 2nd nationalization 6 bank and SBI
and its seven associate banks).
Over the years with the directional change that has occurred in the banking system
and the fact that the banks responding favorably by evolving new strategies and
innovative ideas the credit structure of the country has become strong and steady.Recognizing the fact that the banks are vital catalytic agents of growth that provide
the basic input of credit, new programmes with the social orientation have been
designed with a view to assist the society.
The names six banks nationalized were as under:
1. Corporation Bank
2. Oriental Bank of Commerce
3. Punjab & Sind Bank
4. Vijaya Bank
5. Andhra Bank
6. New bank of India
After the nationalization of major banks the position altered rapidly and the
flow of credit to the rural areas increased considerably. Along with quantitative
expansion of branch network, there were qualitative improvements in the lending
practices of the banks. The phenomenal change in the lending practices a can be
termed as a transformation from class banking to mass banking. In fact the broader
national objectives of eradication of poverty, unemployment and growth with
social justice have shaped the formulation of various directives schemes.
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CURRENT SCENARIO
The Indian has finally worked up to the competitive dynamics of new Indian
market and is addressing the relevant issues take on the multifarious challenges of
globalization. Bank that employ IT solutions are perceived to be futuristic and
proactive players capable of meeting the multifarious requirement of large
customer base. Private Banks have been fact on the uptake and are reorienting their
strategies using the Internet as a medium.
The Indian banking has come from a long from being a sleepy business
institution to a highly proactive and dynamic entity this transformation has been
largely brought by the large dose of liberalization and economic reforms thatallowed exploring new business opportunities rather than generating revenues form
conventional streams.
The Indian Industry has confidently hit the growth trial that pick in activity
is best reflected in the banking sector which after all is as candid a mirror of a
countrys economy as you could ever find. Most of the Indian financial
intermediaries have been keeping pace with the deepening market economy, riding
the opportunity that come along with reforms even as they brace themselves for
increased competition both foreign and private by strengthening prudential norms
and leveraging technology to ensure that growth engine hums smoothly along.
The essential function of a bank is to provide services related to the storing
of value and the extending credit. The evolution of banking dates back to the
earliest writing, and continues in the present where a bank is a financial institution
that provides banking and other financial services. Currently the term bank is
generally understood an institution that holds a banking license. Banking licenses
are granted by financial supervision authorities and provide rights to conduct the
most fundamental banking services such as accepting deposits and making loans.
There are also financial institutions that provide certain banking services without
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meeting the legal definition of a bank, a so called non-bank. Banks are a subset of
the financial services industry.
The word bank is derived from the Italian Banka, which is derived from
German and means bench. The terms bankrupt and broke are similarly derived
from Banka rotta, which refers to an out of business bank, having its bench
physically broken. Money lenders in Northern Italy originally did business in open
areas, or big open rooms, with each lender working from his own bench or table.
Typically, a bank generates profits from transaction fees on financial
services or the interest spread on resources it holds in trust for clients while paying
them interest on the asset.
SERVICES TYPICALLY OFFERED BY BANKS
Although the type of services offered by a bank depends upon the type of bank
and the county, services provided usually include:
Directly take deposits from the general public and issue checking and saving
accounts.
Lend out money to companies and individuals (see money lender)
Cash checks.
Facilitate money transactions such as wire transfers and cashiers checks
Issue credit cards, ATM, and debit cards and online banking.
Storage of valuables, particularly in a safe deposit box.
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COMPANY PROFILE
ICICI BANK
ORIGINATION
The development banking institution set up in the country, after industrial
Finance Corporation (IFC); was the Industrial Credit Investment Corporation of
India (ICICI).
Its main objectives when it was started were:-
to encourage and assist industrial Investment in private sector
to provide foreign currency loans
to develop underwriting facilities in India, which was not taken up by IFC at
that time
In broad operational terms, the ICICI assist
In the creation, expansion and modernization of private sector enterprises
In encouraging and promoting participation of private capital, both internal
and external, in the ownership of industrial investment through providing
equity participation, underwriting.
TRANSFORMATION
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. It was after liberalization in
1994 that the government also allowed private players in the banking industry
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ICICI Bank was originally promoted in 1994 by ICICI Limited, an Indian financial
institution, and was its wholly-owned subsidiary,
ICICI bank was incorporated in 1996 with its first branch in CHENNAI under
schedule (II) commercial banks which has given it the right that every accountholder of this bank can claim up to Rs.100000 from RBI if the bank goes into
liquidation which is same in any nationalized bank.
OVERVIEW OF BANK
ICICI Bank is India's second-largest bank with total assets of about Rs.1,67,659
crore at March 31, 2005 and profit after tax of Rs. 2,005 crore for the year
ended March 31, 2005 (Rs. 1,637 crore in fiscal 2004).
http://www.iciciventure.com/http://www.icicilombard.com/http://www.icicibank.com/http://www.iciciprulife.com/http://www.iseconline.com/http://www.iciciventure.com/http://www.icicilombard.com/http://www.icicibank.com/http://www.iciciprulife.com/http://www.iseconline.com/http://www.iciciventure.com/http://www.icicilombard.com/http://www.icicibank.com/http://www.iciciprulife.com/http://www.iseconline.com/http://www.iciciventure.com/http://www.icicilombard.com/http://www.icicibank.com/http://www.iciciprulife.com/http://www.iseconline.com/http://www.iciciventure.com/http://www.icicilombard.com/http://www.icicibank.com/http://www.iciciprulife.com/http://www.iseconline.com/ -
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ICICI Bank has a network of about 560 branches and extension counters and
over 1,900 ATMs. ICICI Bank offers a wide range of banking products and
financial services to corporate and retail customers through a variety of
delivery channels and through its specialized subsidiaries and affiliates in
the areas of investment banking, life and non-life insurance, venture capitaland asset management.
ICICI Bank set up its international banking group in fiscal 2002 to cater to
the cross border needs of clients and leverage on its domestic banking
strengths to offer products internationally. ICICI Bank currently has
subsidiaries in the United Kingdom and Canada, branches in Singapore and
Bahrain and representative offices in the United States, China, United Arab
Emirates, Bangladesh and South Africa.
ICICI Bank's equity shares are listed in India on the Stock Exchange,
Mumbai and the National Stock Exchange of India Limited and its American
Depositary Receipts (ADRs) are listed on the New York Stock Exchange
(NYSE).
As required by the stock exchanges, ICICI Bank has formulated a Code of
Business Conduct and Ethics for its directors and employees. At April 4,
2005, ICICI Bank, with free float market capitalization of about Rs.308.00 billion (US$ 7.00 billion) ranked third amongst all the companies
listed on the Indian stock exchanges.
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
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objective was to create a development financial institution for providing
medium-term and long-term project financing to Indian businesses.
In the 1990s, ICICI transformed its business from a development financial
institution offering only project finance to a diversified financial servicesgroup 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 Ahmadabad in March
2002, and by the High Court of Judicature at Mumbai and the Reserve Bank of
India in April 2002. Consequent to the merger, the ICICI group's financing and
banking operations, both wholesale and retail, have been integrated in a single
entity.
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BOARD MEMBERS
Mr. N. Vaghul, Chairman
Mr. Uday M. Chitale, Member
Mr. P.C. Ghosh, Member
Dr. Satish C. Jha, Member
Mr. S.B. Mathur, Member
Mr. L.N. Mittal, Member
Mr. Anupam Puri Member
Mr. Vinod Rai Member
Mr. Somesh R. Sathe, Member
Mr. P.M. Sinha,
Member
Mr. M.K. Sharma Member
Prof. Marti G. Subrahmanyam, Member
Mr. V. Prem Watsa, Member
Mr. K.V. Kamath, MD & Chief Executive Officer
Ms. Lalita D. Gupta Joint Managing Director
Ms.Kalpana Morparia, Deputy Managing Director
Ms. Chanda Kochhar, Executive Director
Dr. Nachiket Mor, Executive Director
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SAVING ACCOUNT
Where the liquidity is concerned the most common and basic option offered
by any bank savings account the ease with which one can access money from this
account is unparalleled.
Customers deposit their personal cash to earn interest at the nominal rate of
interest its a sort ofsafety vault taken by customer to keep their idle cash safely,
lying with them.
BENEFITS THEY GET BY OPENING THIS ACCOUNT:
Having a good relationship banks
Security against their deposits
Convenience in withdrawing their own money
You can access your money via a debit card. When you make a payment on
your DEBIT CARD it immediately gets deducted from your bank account
Through automated teller machine you can freely access your bank account
Cheque book facility permits you to transfer your fund
The internet banking facility provides you easy and secure access to your
account
Anywhere banking entitles you to deposit or withdraw cash up to pre specified
limit across all the bank branches across the country
You can provide standing instruction to your bank to automatically deduct your
credit card payments from your account
Deduction of tax at source is not applicable on interest earned
The Reserve Bank of India mandates insurance of your savings account up to
an amount Rs.100000
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You need to maintain as low as Rs.5000 balance in a quarter or for 90 days i.e.
average quarterly balance in the ICICI Bank Savings Account
Savings Bank Account Interest Rate: - 3.50%
FEATURES OF ICICI BANK SAVINGS ACCOUNT:
Debit-cum-ATM card
Auto Invest Account
Internet Banking
Phone Banking
Anywhere Banking (Withdraw OR deposit up to Rs.50000 from any branch
of ICICI BANK)
Standing instructions
Nomination facility
8 To 8 Banking facility
Quantum optima (value added savings account)
Free quarterly statements
Bill payment facility
Attractive interest rates
Doorstep Service
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From ICICI Bank you can withdraw money from non-based branch as follows:-
Source Amount
ATM 25000SELF CHEQUE 500003
rdPARTY CHEQUE 15000
PURCHASING 25000
TOTAL 115000
CHARGES:
Not maintaining average quarterly balance Rs.832
Cheque bounces Rs.200
Terms & conditions for Establishing Relationship and Operating Accounts:
1. ESTABLISHING A RELATIONSHIP
Applicant desiring to open a Relationship needs to have a Relationship form
signed by the guardian. The guardian needs to declare therein that he/she has
agreed to abide by the rules which are in force from time to time.
Introduction is a pre-requisite for establishing a Relationship. The Bank may
at its discretion consider valid an introduction by an existing relationship holder.
Alternatively, a proof of identity for the guardian has to be furnished as under:
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Proof of Identity(attach copiesprovide original for verification)
Passport or
Letter form existing bank or
PAN (Along with; self cheque drawn on existing Bank)
OR
Provide at least one each from List a & List B along with guardians self
cheque drawn on existing Bank
List A(Proof of Name)
Ration CardEmployee ID card
Driving License
Salary Slip
Voters ID card
Income/wealth tax assessment order
List B(Proof of Current Address)
Electricity bill (Latest)
Telephone bill (Latest)
Copy of LIC Policy or latest premium receipt.
NSC (Copy)
Any latest Credit Card Statement
Letter from employer giving current residential address
2. OPERATING ACCOUNTS
Relationship can be opened in the names of
2.1 A minor under guardianship
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2.2 The Bank will be sending through courier or post from time to time to the
mailing address furnished by the applicant, statements of account, balance
Confirmation certificate, cheque books, various PIN mailers and such other items.
Hence, it is incumbent upon the applicant(s) to intimate change in mailing address,
if any, immediately without any loss of time. The bank will not be responsible for
any loss, damage or consequences for wrong delivery of the above items arising
out of non-intimation of change in mailing address.
2.3 A minimum deposit is prescribed for opening any account under a
relationship. A minimum average balance during a quarter is also required to be
maintained in savings accounts. Failure to maintain the prescribed average minimum
balance will attract service charges of Rs.50 per month.
COLLECTION FACILITY
Cheques, drafts, bills, dividend / interest warrants and other instruments
issued in favour of customers are accepted for collection on account holders
behalf. Collection of outstation instruments entails collection charges. The Bank
has the authority to debit the accounts to recover any amount credited erroneously.
Local cheques, etc., may be tendered for collection sufficiently early in the day as
required vis--vis the local clearing house timings.
CLOSURE OF ACCOUNT
The Bank reserves the right to close Relationship or account(s), which
according to the Bank, is/are not conducted satisfactorily, after due notice to the
customers without assigning any reasons thereof.
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SAVING ACCOUNT RULES
1.1 Natural guardian (Father or widowed mother or court appointed Guardian)
can open a savings account on behalf of a minor with moneys belonging to
the natural guardian. In special cases the bank reserves the right to open
savings Bank account on behalf of a minor by the mother.
1.2 Savings account cannot be opened for business purposes.
1.3 Number of withdrawals in savings account is restricted to 150 per annum.
PAYMENT OF INTERST
3.1 Interest is paid on the minimum credit balance maintained between the 10th
day and last day of each calendar month in saving accounts at the rate in force in
accordance with RBI directives. Interest so calculated is rounded off to the nearest
rupee, ignoring fractions of a rupee. Interest is paid every half year in September and
March.
3.2 No interest is currently payable on the balance maintained in a currentaccount in acceptance with RBI directives.
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SALARY ACCOUNT:
CICI Bank Salary Account is a benefit-rich payroll account for Employers
and Employees. As an organization, you can opt for our salary Accounts to enable
easy disbursements of salaries and enjoy numerous other benefits too.
With ICICI Bank Salary Accounts your employees will enjoy the convenience of:
Having the largest network of ATMs at their command.
Free 24 hour Phone Banking.
Free internet Banking.
All you would require to do is to send ICICI Bank an advice (in form a
cheque/debit instruction, ecs, etc) for the total salary amount along with the salary
details of the designated employees in a soft and hard copy format and we will
credit the respective employees accounts as per your statement of advice.
ICICI Bank Salary Accounts benefits you in more than one ways:-
Reduces your paperwork.
Saves remittance costs.
Employees receive instant credit of salaries.
More convenient than ECS.
Besides all of the above, employees will automatically become ICICI Bank
account holders with special benefits and privileges of 8-8 banking, Investment
advisory and much moreICICI Bank also has a special offering: Defense
Banking Services designed exclusively for the armed forces.
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FAMILY SHIELD INSURANCE
Ensures the security of your family through a personal accident Insurance
policy
For an yearly premium amount of Rs. 60/-, your child/family can be insured for an
amount of Rs. 2 lac (In case of surface accidents) or Rs. 4 lac (In case of air
accidents).
ELIGIBILITY
Resident Indian Female.
Joint accounts with a woman as the first bolder are also eligible for the
account
DOCUMENTATION
Tier IAn introduction by an existing relationship holder is a prerequisite for establishing a relationship.
Or
Tier IIProof of identity:
Passport or Letter from existing bank or PAN (along with self cheque drawn
on existing bank)
Or
Tier IIIAt least one each from list A and B (along with self cheque
drawn on existing bank)
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FIXED DEPOSITS:
ICICI Fixed Deposit allows your just that deposits can be opened for
periods ranging from 15 days to 10 years.
TRADITIONAL
Interest payable monthly, quarterly or half-yearly as per your convenience.
Maturity period ranges from 15 days to 10 years.
REINVESTMENT
Interest is compounded quarterly and reinvested with principal amount.
Maturity period ranges from 6 months 7 years.
MINIMUM BALANCE
You can avail of ICICI Bank Fixed Deposits form a minimum deposit of Rs.
10,000 and thereafter in multiples of just Rs. 1,000.
NOMINATION
Nomination facility is available for relationship in the names of individuals.
Unless otherwise specifically, given in writing by depositors, nomination in
deposit accounts will be at Customer ID level.
Depositor(s) however has/have the right to specify different nominations at
account level by completing appropriate forms.
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Further, the applicant(s) is/are at liberty to change the nominee, through
declaration in the appropriate form to revise the nomination during the
currency of the relationship accounts with the Bank.
EASY FIXED DEPOSIT FEATURES
Easy fixed Deposit is an ICICI Bank fixed deposit scheme having benefits of Debit
- cum ATM Card (the Card) The depositors shall be provided with a Debit
Card for transacting in fixed deposit. Transactions which are allowed are
Part withdrawal of fixed deposit.
Full withdrawal of fixed deposit.
Generation of mini statement.
The Card will be issued in the name of primary depositor.
No separate card will be issued to joint applicant/s.
Deposits can be made in two modesEasy Withdrawal
Easy Loan
A Customer has to opt for one of these at the time of opening the account.
Tenure of deposits varies between 1 year and 10 years.
All deposits under this Deposit Scheme will be cumulative (reinvestment) in
nature.
Nomination details are as in the case of normal Fixed Deposits.
EASY WITHDRAWL
Under this option fixed deposit shall be linked to the debit card directly.
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The debit card can be used to withdraw money from the ATM, by breaking
the FD, as and when required.
If the deposits are prematurely withdrawn, the interest rate for the period for
which deposit was with the ICICI Bank prevailing on date of deposit made,
shall be payable.
EASY LOAN
The depositors shall be provided with an overdraft facility against the Easy
FD and can draw up to 85% of the Easy FD value.
The interest rate on the overdraft will be 1% higher than the rate on the FD.
The depositor shall be required to execute all loan facility documentation as
specified by ICICI Bank for these purposes.
Cheque-book will be issued to deposit holder.
BENEFITS
A wide range of tenures, ranging from 15 days to 10 years, to suit your
investment plan.
Partial withdrawal is permitted in units of Rs. 1,000. The balance amount
earns the original rate of interest.
Safe custody of your fixed deposit receipts.
Auto renewal is provided.
Loan facility is available to the extent of 85% of principal and accruedinterest.
Choice of two investment plan: Traditional or Reinvestment.
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FIXED DEPOSIT ELIGIBILITY
Resident Indian. You can open a savings account with as little as Rs.10,
000. This service is available at all our branches across the country.
An introduction is a pre-requisite for establishing a relationship.
EASY FIXED DEPOSIT ELIGIBILITY
The entities eligible for the Deposit Scheme are resident Indians and a
deposit can be opened in the names of an individual
a. In his or her individual capacity, or
b. In individual capacity on joint basis, or
c. In individual capacity on anyone or survivor basis, or
d. On behalf of a minor as father/mother/legal guardian
RECURRING DEPOSIT
A small amount of money saved every month can grow to a large amount
over a period of time
No Tax deducted at source
Can be used for your future expenses like your childs education, marriage,festivals, or just to buy that gold necklace you always wanted, by keeping aside asmall fixed amount every month.
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FIXED DEPOSIT
Domestic term Deposits (General Category)*: With effect from 19th
March 2007
Bank has revised the interest rates on term deposits as under:
Maturity period Interest rates (percent per annum) w.e.f. 19th
March 2007 Single Deposit of
Less
than
Rs. 15
Lacs
Rs. 15
Lacs &
above but
less than
Rs. 50
Lacs
Rs. 50 Lacs &
above but less
than Rs 1
Crore
Rs 1 Crore &
above
7-14days N.A. 3.75 3.75
As advised
by treasury
from time
to time
15-29 days 3.75 4.00 4.00
30-45 days 4.00 4.00 4.00
46-60 days 4.00 4.50 4.50
61-90 days 4.00 4.75 4.75
91 days & above upto 180 days 6.25 9.00 9.00
181 days & above up to 1 year 6.50 9.25 9.25
366 days & above up to 389 days 6.75 8.50 8.50
390 days 9.50 9.50 9.50
391 days & above up to 589 days 6.75 8.50 8.50
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590 days 9.50 9.50 9.50
591 days & above up to 2 years 6.75 8.50 8.50
More than 2 years up to 889 days 7.50 8.50 8.50
890 days 9.50 9.50 9.50
891 days & above up to 3 years 7.50 8.50 8.50
More than 3 years up to 4 years 7.75 8.50 8.50
More than 4 years up to 5 years 9.50 9.50 9.50
More than 5 years up to 10 years 7.75 8.50 8.50
*Subject to revision without prior notice.
Senior citizens will receive an additional interest of 0.50% per annum for deposits
less than 15 lacs for all tenors.
Note: Rates for Deposits for Rs.15 Lacs and above will be advised by treasury
from time to time.
Penalty on pre-mature withdrawals would be applicable.
Applicable rate of interest on ICICI Bank Tax-Saver Fixed Deposit (Tenure-5
years) is 9.50% p.a.
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YOUNG STARS ACCOUNT
Young Stars, cute companions will guide CHILDRENS through the world
of banking through checking the account balance; fun zones land special pages
on the internet. It makes banking a pleasure and of course teaches your child at to
manage their personal finances. Once you are done with your banking, you can
access your childs account with all the fun links to special zones designed to suit
your childs area of interests and also impart knowledge on the current events of
the world. You can even open a recurring deposit in your childs name.
FEATURESYoung Stars is a banking service for children, aged 1-18 years, brought to
you by ICICI Bank to help the parents meet the present and ;future ;aspirations that
they hold for their child. It offers various savings and investment options to the
parent along with teaching the child to manage his/her personal finance in a more
responsible and independent manner.
SPECIAL OFFER
1. Option of a Savings Bank account, Fixed Deposit account or recurring Deposit
account.
2. Minimum balance at Rs.500/- per quarter for Savings Bank.
3. A special Recurring Deposit account with additional features as below:
I. The parent would put forward ;the desired amount to be earned at
the of the tenure
II. Based on the prevailing rate of interest, the bank staff would then
back calculate the installments to be deposited now till maturity.
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Other RD type savings options that are possible for the parent include investing
sums periodically and then receiving sums back from the bank periodically. The
various RD options would be available through the Annuity to Annuity Product
already developed by the bank.
4. Free personalized cheque-book.
5. Free Domestic; Debit Card* for the child above the age of 10 years with
features as below:
a. Daily withdrawals limits of Rs.1, 000/-
b. Daily spend limits of Rs.1, 000/-
c. Special privileges across all alliance partners outlets.
6. Facility of invest in GOI relief Bonds and Mutual Funds.
7. Free Internet banking.
a. Separate user ids and passwords for both parents and children
b. Access to special zones and links to related websites for making internet
banking a memorable experience.
8. Facility to transfer funds from parent account to kid account to enable parents to
inculcate savings habit amongst children.
9. Facility of setting up a sweep account from the Young Stars accounts to the RD
to enable the parents to let their child earn more.
10. Alliances with various partners to meet the childs needs.
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KEY FOR ICICI BANK
List A (proof of name) List B (proof of address)
Ration Card Electricity bill (the latest)
Employee ID card Telephone bill (the latest)
Driving License Copy of LIC policy or latestpremium receipt
Pan card Printed letter head with seal
Voters ID Card Latest credit card statement
Income/wealth tax assessmentorders
Letter from employer givingcurrent residential address
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RESEARCH METHODOLOGY
DATA COLLECTION APPROACH
PRIMARY DATA
SECONDARY APPROACH
DATA THROUGH PRIMARY SOURCES
The inquiry was done of the respondents through questionnaire in which the same
set of questions were asked to the very respondents falling within out sample. The
advantage is that it is simple to administer easy to tabulate and analyze.
DATA THROUGH SECONDARY SOURCES
The search was done on internet and related magazines, companys websites to
extract relevant information. The other necessary information regarding ICICI
Bank products and other bank products and offerings were obtained through
printed sources such as Handouts, Pamphlets, Advertisements and circulars etc
SAMPLE SIZE
Our product guide, keeping in view the time consideration, determined the size of
sample of the sample arbitrarily
FINDINGS
Findings are presented in an appropriate form such as TABLES GRAPHS
PROJECT DURATION
6 to 8 weeks
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RESEARCH DESIGN
For collecting primary data from large groups of people through the question
answer approach protocol process, survey method was used to engage a person togather substantial amount of information from enough members of the target
population so that the inductive logic and probabilistic inferences rather than
deductive reasoning can be incorporated in understanding the relationship between
desired market factors and phenomena under investigation.
SEGMENTATION
In order to execute the summer training project, Bikaner was segmented on thebasis
MAIN MARKET AREA
POSH RESIDETIAL AREA
SEGMENTATION OF MARKET FOR SAVINGS ACCOUNT
Geographical basis
Demographical
TARGET RESPONDENTS
For questionnaire no. 1 (FOR BANKS) Major Private Sector Banks like
HDFC, and selected nationalized banks like SBI, BANK OF BARODA, and For
questionnaire no. 2 (for individual respondents)Government executive and high
profile businessman or professional and people from high profile.
SAMPLING
To serve the objective and study the scope banks we have designed two set of
questionnaires.
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1. The first questionnaire was developed to study the product offering andfacilities of different banks so as to check the level of competition in themarket for multinational banks. Nationalized banks
NATIONALIZED BANKS : Consisting of all the banksformed in accordance with1969 Act.
PRIVATE BANKS : Consisting of ICICI, HDFC,UTI
MULTINATINATIONAL : Banks compromising ofstandard charter bank,HSBC
For the comparison of various banks we have taken a sample size of 8 with nonprobability sampling
The second quest was developed to check the level of satisfaction the people getfrom their savings account to know the factors they consider important while
selecting a bank to open an account with. And what facilities they require fromtheir bankers or their grievances arising due to non fulfillment of their needs and
what is their opinion regarding different categories of banks
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SWOT ANALYSIS
STRENGTHS
All the branches are interconnected which give the unique facility of
anywhere banking.
All operations of the bank are carried on with the help of computers thus
transaction are carried with greater efficiency.
ATM + Debit card facility.
Large number of ATMs (28 in Jaipur).
High number of executives which make the work of customers very
convenient.
The withdrawal limit provided by the bank is 25000 per day through ATM& 49,999 through cheque per day.
Maximum customer base in Jaipur; as compared to any of the bank.
WEAKNESS Less awareness among general masses about the different services provided
by bank.
Wrong location of the ATMs machine.
Peoples faith in private banks is still not very high.
Dissatisfaction among customers due to improper and lack of after sales
services.
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Some or the other time the ATMs become out of order.
Exchange rates of demand draft are high
OPPORTUNITIES Peoples dissatisfaction towards nationalized banks in terms of services has
turned to be blessing for private banks.
Among the private players ICICI Bank have the excellent brand image?
There lies a great scope in forex department which is unutilized to a greater
extent can yield much better results by which the bank can increase its
volume.
Special services can be provided to women as the womens role is becoming
prominent.
The trust of people is increasing on the banks rather than going for financial
institution.
There is vast untapped opportunity which lies for every bank in the rural
areas.
THREATS
Reorganization of PSUs. The all PSUs have started to redefine their
services to attract customers attention.
A few foreign banks have been permitted to increase their number branches
and its entry has taken away some business of the existing banks.
Stringent norms by RBI in any time in future can be a threat to private banks as
their activities can be adversely affected
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The bank was incorporated in August. 1994 in the name of 'HDFC Bank Limited',
with its registered office in Mumbai, India. HDFC Bank commenced operations as
a Scheduled Commercial Bank in January 1995. The authorized capital of HDFC
Bank is Rs.450 crore (Rs.45 billion). The paid-up capital is Rs.282 crore (Rs.28.2
billion). Apart from the usual facilities, you get a free ATM Card, Inter-branch-
banking, Net-Banking, Bill-Pay, Phone-Banking, Debit Card and Mobile-Banking,
among others. You also get privileges like fee waivers, enhanced ATM withdrawal
limit, priority locker allotment, free Demat Account al'}d lower interest rates on
loans, t_ name a few. The money is automatically swept in from your fixed deposit
into your Savings Account.
HDFC gives you an overdraft facility up to 75% of your Fixed Deposit. In an
emergency, you can access your funds while your Fixed Deposit continues to earn
high interest. Apart from Regular and Premium Current accounts we also have
HDFC Bank Plus, a Current Account' and then some more. You can transfer up to
Rs. 50 lakh per month' at no extra charge, between the four metros. You can also
avail of cheque clearing between the four metros, get cash delivery/pickup up to
Rs. 25,000/-, home delivery of Demand Drafts, at par cheques, outstation cheque
clearance facility ,etc.24-hour automated banking services with 39 Phone Banking
numbers available. Inter-city/Inter-branch Banking (Access your account from anyof our 435 branches in 199 cities). Net Banking, International Debit Card (An
ATM card you can shop with all over the country and in over 140 countries with),
Mobile-Banking, Bill Payment (Pay your telephone, electricity and mobile phone
bills through our ATMs), and Internet, phone or mobile phone.
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Loans for every need: Our loans come to you in easy-to-pay monthly installments,
and are available with easy documentation and quick delivery, Personal Loans
(Take a loan of up to Rs. 3 lakh for a wedding, education, purchase of a computer
or an exciting holiday) New Car Loans and Used Car Loans (Finance up to 90% of
the cost of a car, new or used! And the loans come- to you with easy
documentation and speedy processing at attractive interest rates), Loans Against
Shares (Get an overdraft up to Rs. 10 lakh at an attractive interest rate against
physical shares, up to 50% of the market value of your shares), Two Wheeler &
Consumer Loans (To help you buy the best durables for your home).
Mutual Funds: Apart from a wide choice of mutual funds to suit your
individual needs.
International Credit Card: Get an option of silver, Gold, or Health plus
Credit card, accepted worldwide from a world-class bank.
NRI Services: A comprehensive range, backed by unmatched features and
world-class service, ensures NRIs all the banking support they need.
Forex Facilities: Avail of Foreign currency, travelers cheques, and foreign
exchange demand drafts, to meet your travel needs.
Insurance: HDFC Bank now brings you life Insurance and Pension Solutions
like Risk Cover Scheme, Savings Scheme, Childrens Plan and Personal Plan from
HDFC Standard Life Insurance Co. Ltd.
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SWOT ANALYSIS
STRENGTHS
The HDFC Group holds 24.2% of the banks equity while about 13.1% of the
equity is held by the depository in respect of the banks issue of AmericanDepository Shares (ADS/ADR Issue)
The Bank at present has an enviable network of over 435 branches
Branches spread over 199 cities across the country
Bank also has a network of over 1069 networked ATMs across these cities
Strong sales and marketing team
Overdraft facility up to 75% against fixed deposit with the bank.
Often confused to be nationalized bank by the people Provides wide range of products apart from deposits
WEAKNESS
No maximum upper limit for requesting a demand draft
Limited banking hours on week days and weekends as compare to ICICI Bank.
Closure on holidays and Sundays.
OPPORTUNITIES
Materialize or longitivity of services in Jaipur and goodwill.
Open up extension counters at suitable and desired location specifically in rural
areas.
Develop a bonding with customers by introducing schemes for good and
recognized personal and women
Increasing the number of ATMs in the new areas like Vaishali Nagar.
Customer retention initiatives & customer relationship management
Development of new credit products for rural India
Weather insurance (rainfall, wind speed)
Life and non-life insurance
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BANKING TECHNOLOGY: CHALLENGES AND OPPORTUNITIES
Enterprise integration
RTGS and inter-bank payment systems
Branch network connectivity
THREATS
Frequent ATMs disorders and excessive rush at ATMs
Extended banking hours of other private and multinational banks which provide
the facility of 365 day banking.
Lower interest rate on FDs.
Limited trust and goodwill in the minds of people
Extensive reach and coverage of private banks primarily ICICI.
STATE BANK OF INDIA
The State Bank of India was thus born with a new sense of social purpose aided by
the 480 offices comprising branches, sub offices and three local Head Offices
inherited from the Imperial Bank. The concept of banking as mere repositories of
the communitys savings and lenders to creditworthy parties was soon to give way
to the concept of purposeful banking sub serving the growing and diversified
financial needs of planned economic development. The State Bank of India was
destined to act as the pacesetter in this respect and lead the Indian banking system
into the exciting field of national development.
SWOT ANALYSIS
STRENGTHS
Indias top bank and best among nationalized banks
Provide better infrastructure than any other nationalized bank
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There are 21 branches existing as per now including Jaipur and more than
10000 branches all over India.
The ATM network is above 3500 in India with 18 ATMs in Jaipur.
The ATMs facility of SBI Bank can be accessed from ICICI and HDFC bank.
Provide all types of insurance advisories
Provide all types cross banking products as any other private sector bank.
The transparency is also much better from other bank with least employee
turnover.
Bank is going for global zing its operation
Marketing network development at head office.
WEAKNESSES
Average waiting time for the customer is 15 to 20 minutes.
No separate customer care unit.
Minimum balance to be maintained per day is Rs. 1000
There is no separate marketing cell in jaipur branches.
No other facility such as phone banking, multiplicity and free financial advice
of the bank.
Reduced banking hours.
OPPORTUNITIES
Setup a marketing cell at the local branch.
Increasing the number of ATM to compete with other private and multinational
banks.
Reducing the minimum balance per day. Ensure that loans are diversified across several customer segments
Introduce robust risk scoring techniques to ensure better quality of loans, as
well as to enable better risk-adjusted returns at the portfolio level.
Improve the quality of credit monitoring systems so that slippage in asset
quality is minimized
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Raise the share of non-fund income by increasing product offering wherever
necessary by better use of technology
Reduce operating expenses by upgrading banking technology Improve the
management of market risks; and finally
Reduce the impact of operational risks by putting in place appropriate
frameworks to measure risks, mitigate them or insuring them.
THEREATS
Growth of private players has led to shifting emphasis from public sector banks.
Increase in foreign banks resulted in taking away business from PSUs
Increasing cross selling of products through banks.
State Bank of Bikaner and JaipurState Bank of Bikaner and Jaipur, a professionally managed Public Sector Bank
with a track; record of uninterrupted profitability and dividend payment (except
one year) since its inception in 1963, came into existence after amalgamation of
the erstwhile State Bank of Jaipur with State Bank of Bikaner, as a subsidiary of
State Bank of India.
SWOT ANALYSIS
STRENGTHS
The Bank is giving thrust on fee based income and relatively sage high
yielding advances like trade advances, Personal segment advances andAgricultural advances
The Bank provides Demat Services and Trusteeship for debenture holders to
increase its fee-based income.
The Bank is planning to introduce Cash Management Services, for the benefit
of corporate customers.
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The Bank is giving high priority for adoption of modern technology to provide
efficient and prompt customer service. The bank has 351 computerized
branches covering more than 77% of its business.
There are 58 branches and 832 atm in all
Provide other cross banking products
Highest customer base and trust of customer of Jaipur
WEAKNESS
Limited customer dealing hrs in comparison to other private sector banks
No facilities to be provided for phone banking, DMAT a.c. in Jaipur
No marketing network in any of the Jaipur branch. Some branches in Jaipur do not have customer relation department
Very low infrastructure in some branches of Jaipur
No banking in rural area
OPPORTUNITY
Hybrid products are upcoming
Making all the branches computerized.
Ensure that loans are diversified across several customer segments
Introduce robust risk scoring techniques to ensure better quality of loans, as
well as to enable better riskadjusted returns at the portfolio level.
Improve the quality of credit monitoring systems so that slippage in asset
quality is minimized
Raise the share of nonfund income by increasing product offerings wherever
necessary by better use of technology
Reduce operating expenses by upgrading banking technology Improve the
management of market risks; and finally
Reduce the impact of operational risks by putting in place appropriate
frameworks to measure risks, mitigate them or insuring them.
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THREATS
Growth of private players has led to shifting emphasis from public sector banks.
Increase in foreign banks resulted in taking away business from PSUs Increasing cross selling of products through banks
Bank of India
Bank of India was founded on 7th September, 1906 by a group of eminent
businessmen from Mumbai. The Bank was under private ownership and control till
July 1969 when it was nationalized along with 13 other banks.
Beginning with one office in Mumbai, with a paid-up capital of Rs. 50 lakh and 50
employees, the Bank has made a rapid growth over the years and blossomed into a
mighty institution with a strong national presence and sizable international
operations. In business volume, the Bank occupies a premier position among the
nationalized banks.
Our Mission to provide superior, proactive banking Services to niche markets
globally, while providing costeffective , responsive services to others in our role
as a development bank, and in so doing, meet the requirements of our
stakeholders.
Our Vision to become the bank of choice for corporate, medium businesses and
up market retail customers and to provide cost effective developmental banking for
small business, mass market and rural markets
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PRODUCTS AND SERVICES
Star personal Star Mortgage Loan
Bullion Banking Star IPO
Star Educational Loans Channel Credit
Kishan Credit Card Corporate Loan
Bill Finance Discounting of future cashflows
Export Finance Foreign Currency SwingLimits
Interest Rates Star Auto fin Scheme
BOI Med mobile Scheme
Deposits:
Term deposit Foreign Currency Deposit Scheme
Rates
NRI Deposit Scheme Special Deposit Product
Interest Rates BOI Floating Deposit Schemes
BOI Savings Plus Scheme
BOI Current Deposits Plus
Account
Services:
Star Cash Management Technology Products/ Services
Depository Services Govt. Relief bonds
Safe Deposit Vault
Corporate banking
Safe Custody Services BOI bonds
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SWOT ANALYSIS
STRENGTHS
This network will provide about 500 ATMs to its clients now to start with.
More Banks are likely to join the network in the next one month and will makeavailable about 1,200 common ATMs for all their clients. The Bank has been
the first among the nationalized banks to establish a fully computerized branch
and ATM facility
Multi Branch Banking (Anywhere Banking) service is available to customers of
networked branches of the Bank.
The Bank has 2573 branches in India spread over all states/ union territories
including 93 specialized branches. The Banks association with the capital market. Entered into an agreement with
the Bombay Stock Exchange (BSE) to manage the BSE Clearing House.
The Bank has sizable presence abroad, with a network of 21 branches
(including three representative offices) at key banking and financial centers viz.
London, New York, Paris, Tokyo, Hong-Kong, and Singapore.
The international business accounts for around 20.10% of Banks total business.
270 branches provide export credit. The expertise in this area has; enabled the
Bank to achieve a leading position in providing export credit in certain areas
like diamond export
The Bank, as on March 2003, had 93 specialized branches comprising
Corporate Banking branches to undertake very large credit business
The Bank also has specialized Branches for Asset Recovery, small scale
Industries, Hi-tech Agriculture Finance, Lease Finance and Treasury.
The Bank is a member of the RBIs VSAT Network and has installed 39 VSATs
linking strategic branches/ offices.
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WEAKNESS
Minimum balance in savings to be Rs. 10000
There is no marketing network of the bank No banking services like phone banking, doorstep banking, mobile banking etc.
No department for maintaining customer relation
People are less interested in opening an account in the banks due to less no of
hrs of working
No demat ac in Jaipur branch
OPPORTUNITY
Extended working hours
Any Time Anywhere Banking
Banking Through Network increments
Online e Banking/ Internet Banking, e Alerts & e News
24 Hour 365 Days Interactive Customer Care Centre
Remote Customer Terminal
Growing Banking Services In India
Up trend of Banking Sector
Back up of Government
THREATS Growing no of private sector banks
Regroups selling of bank products by various banks.
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COMPARITIVE CHART
RESULTS OF SURVEY CONDUCTED ON CUSTOMER VIEW
CUSTOMER RELATION
18%
5%
35%
32%
10%
0% 10% 20% 30% 40%
1
2
3
4
5
PRIORITY
OFIMPORTANCE
% OF IMPORTANCE
CONVENIENCE OF LOCATION
11%
29%
6%
21%
33%
0% 5% 10% 15% 20% 25% 30% 35%
1
2
3
4
5
PRIO
RITYOFIMPORTANCE
% OF ACCOUNT HOLDERS
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How long did you wait in queue
Implications: - As this bar is showing 57% people wait in queue 0 to 5 minutes.
While, it should be 100% people.
57%30%
13%
0
0-5 min 5-10 min more than 10 min
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Did you think numbers of customers available are sufficient?
82%
18%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
Yes No
Yes No
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RECOMMENDATIONS
STRATEGY TO COMBAT COMPETITION
Strategy for Schools and colleges
First, efforts should be directed towards institutions which have a fee deposition
counter within the premises so that there is no need on the part of the bank to
put extra efforts for fee collection.
Provide life/ accidental insurance cover to all the students and teachers of the
institution concerned for the period of their association with the concerned
institute.
Nominal premium charges may be charged per student subject to negotiations
towards insurance cover.
Zero balance accounts facility for all the teachers a part from their salary
accounts.
Free medical checkup to all the students at least once a year.
Promise special educational loans to meritorious students passing out of the
concerned institution and excelling in competitive exams.
Provide renovation loans for the institution/ college concerned at less than the
prevailing rates of interest.
Highlight the feature of third party banking i.e. crediting any amount deposited
in the account of the concerned institution without any specific instructions.
Provide doorstep/room service facility without any charge to the institution
concerned.
Sponsor/co-sponsor the annual day event or sports day events held at the
institutions to strengthen association with them.
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Commit to waive any charges that might accrue due to any default on the part
of administration during the courts of operation of accounts by them.
Provide discount on the AQB to be maintained to parents of students who
decide to open account with ICICI Bank.
Made arrangement for fee collection keeping in mind the convenience of
parents and the institution concerned.
STRATEGY FOR CINEMA HALLS:
In Jaipur cinema hall are the most happening places especially during
vacations. Cinema halls are these days going flooded with movie watchers. No
doubt, these cinema halls attract huge collections and they need to back their
money every day. Carrying huge amount of money is again very risky. To capture
this sector ICICI BANK should emphasize on doorstep banking, phone banking
and their offers of free bank facility to current account holders. The same strategy
can also be adopted to tap cinema halls owners. Besides through slide shows and
captions during the intermission time, ICICI BANK can publicize its products,
their milestones/achievements. Placing canopies at the cinema halls (with due
permission) is also a good idea. Reason being audience usually come before theschedule time of starting of movies and they spend this time either by watching
movie posters/ hoardings or loitering here and there. They can be encouraged
easily to divert their attention towards standard chartered canopies. Also the ICICI
BANK can place its logo in the posters of the box office hit films.
STRATEGY FOR MEDICINE SHOPS:
It is very difficult to tap the retail chemist storeowners at this point of timebecause they already have their business account with at least one of the bank.
Also ICICI BANK does not provide overdraft and cash credit facility and personal
loan to businessman. Therefore it is really a hard target to combat.
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Strategy to be followed:
ICICI BANK should contact their association heads seek to sponsor their
meetings.
Provide personal loans to shopkeepers
STRATEGY FOR RESORTS AND WATERPARKS:
ICICI Bank account holders should get some discount on specific schemes
of membership. Also the tie up with the resort or the water park should provide an
unchallenged opportunity to ICICI Bank to advertise and spread awareness among
all the members and the prospective customers. Most people are not aware about
ICICI BANK hence by conduction the various awareness programs; the banks
awareness can be increased manifold. The bank must provide O.D. and C.C. limits
to its customers as other banks do. Due to the potential offered by this industry the
new ATM of the Bank must be installed in the area nearing this industry.
STRATEGY FOR PETROL PUMP OWNERS:
Hoardings and banners must be placed on the pumps.
Charges for bounce cheque should be reduced.
They should be made aware of doorstep banking which is a very important feature
for them. Petrol pump owners are the most potential customers for opening current
accounts; they must be made aware about the various features of current accounts.
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QUESTIONNAIRE 1
1. NAME OF THE BANK
2. QAB(Quarterly Average Balance)
3. INTEREST ON SAVINGS
4. FACILITY OF TRANSFER TO F.D
5. MINIMUM BALANCE
6. MULTIPLIES OF
7. WORKING HOURS
8. NO. OF BRANCHES
-JAIPUR
-ALL OVER
9. ATMs
-JAIPUR
-ALL OVER
10. MARKETING NETWORK
11. CROSS BANKING
-PRODUCTS OFFERED
12. DOOR STEP
13. PHONE BANKING
14. MOBILE BANKING
15. DMAT A/C
16. CHARGES
17. F.D(MIN BALANCE)
18. SLAB(INTEREST)
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19. DD(Demand draft)
20. BILL PAYMENT
21. TAX PAYMENT
22. SPECIAL FEATURES
23. CHARGES
-NOT MAINTAINING AQB
24. OUTSTATION CLEARING
Any suggestions or remarks:
________________________________________________________________
________________________________________________________________
If you have faced any problem with ICICI Bank, please specify:
________________________________________________________________
________________________________________________________________
How do you rate services of ICICI Bank: Very poor Poor
Average Good
Excellent
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QUESTIONNAIRE 2
CRITERIA RANKS
1 2 3 4 5
ACCOUNTS
MAINTAINED
CUSTOMER RELATION
BANKS REPUTATION
CONVIENIENCE OF
LOCATION
QUALITY OF SERVICE
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BIBLIOGRAPHY
www.google.com
www.rbi.org.in
www.icicibank.com
Sites of banks viz HDFC, SBI, Citibank, Indus land etc.
Magazine June Edition "Business India"
Marketing Management - Philip Kottler 12th
Edition
Research Method Methodology - C.R.
Business World - June Edition
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Acknowledgements
Before we get into the thick of things, I would like to express my heartfelt thanks
and gratitude to all those who have help me in numerous ways in the accomplishment ofmy project.
I would like to thank the Dr. Tanveer Malavat College of biosciences, Bikaner
and ICICI Bank for having provided me with a great opportunity to work and learn
through the summer project.
ICICI Bank gave me the opportunity to gain in valuable experience under the
esteemed guidance ofMr. ( name ) ( post )and also I would like to thank him for motivating me always and providing timely and
necessary insight in proceeding with my project.
I am extremely grateful to my faculty guide Prof. ________________________for
providing me with positive guidance, supervision and co-operation towards the making of
my project and doing the project. My project would not have been what it is today
without her invaluable, king and friendly assistance.
I am grateful for each every valuable interaction with the investors and the advisors that
brought me to a better understanding of financial needs and advisors.
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ICICI BANK LTD.
To meet business and personal banking needs, ICICI Bank, a commercial banking
subsidiary of ICICI, provides an array of useful banking products. ICICI Bank is India'ssecond-largest bank with total assets of about Rs. 2,513.89 bn (US$ 56.3 bn) a March 31,
2008 and profit after tax of Rs. 25.40 bn (US$ 569 mn) for the year ended March 31, 2008
(Rs. 20.05 bn (US$ 449 mn) for the year ended March 31, 2007). The first ICICI bank
branch was started in Madras in June 1994. With the recent merger of Bank of Madura in
ICICI Bank, the services of ICICI have reached to almost every part of country. The
ICICI Bank is a commercial banking outfit set up by the ICICI Group. The Bank was
registered a banking company on January 5, 1994 and received its banking license from
the Reserve Bank of India on May 17, 1994. ICICI Bank has a network of about 614
branches and extension counters and over 2,200 ATMs. ICICI Bank offers a wide range
of banking products and financial services to corporate and retail customers through a
variety of delivery channels and through its specialized subsidiaries and affiliates in the
areas of investment banking, life and non-life insurance, venture capital and asset
management. ICICI Bank set up its international banking group in fiscal 2002 to cater to
the cross border needs of clients and leverage on its domestic banking strengths to offer
products internationally. ICICI Bank currently has subsidiaries in the United Kingdom,
Russia and Canada, branches in Singapore, Bahrain, Hong Kong, Sri Lanka and Dubai
International Finance Centre and representative offices in the United States, United Arab
Emirates, China, South Africa and Bangladesh. Our UK subsidiary has established a
branch in Belgium. ICICI Bank is the most valuable bank in India in terms of market
Capitalization.
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RESEARCH OBJECTIVES
PRIMARY
To find out the perception of ICICI bank in the mind of its customers
To undertake the time motion study of the services
SECONDARY
To find the most valuable aspect of the bank's services from the
customer's perspective.
To find out whether the bank understands the customer's needs and
wants.
To determine the effectiveness of the Bank's policy regarding building
long lasting relationships with its customers.
To determine whether there exists value-added service, in addition to the
existing services of the bank.
To identify whether value proposition adopted by the bank suits therequirements of its customers.
To find the awareness level of the products offered by ICICI bank in
Bikaner.
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