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BUSINESS RESEARCH

PROJECT REPORT

ON

JUST DIAL SURVEY

SUBMITTED BY SUSHIL KUMAR GIRI FT-MM-11-108

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SUBMITTED TOMs. SANCHITA GHOSH

TABLE OF CONTENTS S.NO. PARTICULARS PAGE NO.

1. Introduction 3

2. Industry and Company Profile 3,4,5

3. Objective of Research 5,6

4. Research Methodology 6,7,8

5. Data Interpretation and Analysis 8,9,10

6. Observations and Findings 11

7. Recommendations 11,12

8. Conclusion 12,13

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9. Appendix(Questionnaire)

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INTRODUCTION OF THE TOPIC

The purpose of this research was to have practical experience of working in the field of research and to have exposure to the important management practices in field of research.

While writing this report the language has been keep simple and the entire discussion has been logical and has coherent outlines. The main motto of the project work was Market Research and Customer Satisfaction of JUST DIAL SERVICES. It includes through Business Research in various procedures of JUST DIAL and in detail consumer (Satisfaction) responses analysis, by surveying number of consumers.

The project report is divided into two parts, first part consists market research for finding out best service of JUST DIAL, and second consist survey report of various consumers about their responses about satisfaction towards JUST DIAL. The project report is all about market research to find out best service of JUST DIAL and to measure the satisfaction level of consumers of JUST DIAL.

INDUSTRY PROFILE

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A bank is a commercial or state institution that provides financial services, including issuing money in form of coins, banknotes or debit cards, receiving deposits of money, lending money and processing transactions. A commercial bank accepts deposits from customers and in turn makes loans based on those deposits.Some banks (called Banks of issue) issue banknotes as legal tender. Many banks offer ancillary financial services to make additional profit.For example: selling insurance products, investment products or stock broking. Most banks also rent safe deposit boxes in their vault.Currently in most jurisdictions, commercial banks are regulated and require permission to operate. Operational authority is granted by bank regulatory authorities and provide rights to conduct the most fundamental banking services such as accepting deposits and making loans.Banking services have expanded to include services directed at individuals and risks in these much smaller transactions are pooled.A bank generates a profit from the differential between what level of interest it pays for deposits and other sources of funds, and what level of interest it charges in its lending activities.

COMPANY PROFILE

ICICI Bank Limited (the Bank) is a banking company.

The Bank, together with its subsidiaries, joint ventures and associates, is a diversified financial services group providing a range of banking and financial services, including commercial banking, retail banking,

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project and corporate finance, working capital finance, insurance, venture capital and private equity, investment banking, broking and treasury products and services.

It operates under four segments: retail banking, wholesale banking, treasury and other banking.

Retail Banking includes exposures, which satisfy the four criteria of orientation, product, granularity and low value of individual exposures for retail exposures.

Wholesale Banking includes all advances to trusts, partnership firms, companies and statutory bodies, which are not included under Retail Banking.

Treasury includes the entire investment portfolio of the Bank. Other Banking includes hire purchase and leasing operations and other items.

OBJECTIVE OF RESEARCH

1) To determine the present position and satisfaction of customer in ICICI Bank. The main objective of the project was to analyze consumer satisfaction of ICICI Bank with other services. And also the present position of the company.

2)Responses of customerResponses from customer were collected through survey by making

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them fill the questionnaire and answering the questions according to their satisfaction level.

3) Benefits derived by assessing consumer satisfaction are:

- Feedback to organization regarding product.

- Understanding customer’s requirements.

- Providing superior service to customer.

- Strengthen the relationship with customers.

- Formulating sales strategies.

4) Identify pros and cons of the brandThis was a fundamental objective of the whole research.It was done mainly to identify that where does the brand lack. In other words, what are the brands’ requirement so that it can rectify them in order to establish the brand in the market and can achieve the customers’ satisfaction.

5) Suggestions and recommendationsThe objective of the research was not only to find out the problem but also,the identification of solutions or suggestions of the problems.The suggestions given by the customers were kept in light so that it would be easier for the company to reach the heights of success.

RESEARCH METHODOLOGY

Research is an art of scientific investigation through search for new facts in any branch of knowledge. It is a moment from known to unknown.

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-Research always starts with a question or a problem.-Its purpose is to find answers to questions through theapplication of the scientific method.-It is a systematic and intensive study directed towards a more complete knowledge of the subject studied.

Methods of Data Collection

1)Data to be collectedData includes facts and figures, which are required to be collected to achievethe objectives of the project,in order to determine the present position and satisfaction of customer of ICICI Bank.a) Primary DataThe data that is being collected for the first time or to particularly fulfill the objectives of the project is known as primary data.These types of data were, - The market share of ICICI Bank.- The market share of other brands available in the market.- Responses of consumer.- Identifying pros and cons of the brand.The above primary data were collected through responses of consumer was conducted through questionnaires prepared for them.b) Secondary DataSecondary data are that type of data, which are already assembled and neednot to collected from outside. These types of data werei) Company Profileii) Product Profileiii) Competitors ProfileThe aforesaid data were collected through Internet and company s

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financialreport.2) Data Collection MethodFor given project, the primary data, which needed to collect for the firsttime,were much significant.This type of information gathered throughSurvey technique, which is the most popular and effective technique forcorrect data collection. The survey was completed with the use ofquestionnaires for consumer.3) SamplingSample is the small group taken under consideration from the total group.This small group represents the total group. In the project the businessresearch, which was ask to be studied but as it was possible to approach all the respondent customers of the city(Greater Noida), hence a sample wasselected which represents the whole city. Sample size of customer list was taken from ICICI Bank data basic.

4) Data Evaluation The data so collected were not simply accepted because it containedunnecessary information and over or under emphasized facts. Therefore onlyrelevant data were included in the report, which helped in achieving theobjectives of the project.

DATA INTERPRETATION AND ANALYSIS

Personal detail

Classes(Age)

No. of respondents

18-24 35

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24-35 2035-45 1545-55 1855-65 12

18-24 24-35 35-45 45-55 55-650

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10

15

20

25

30

35

40

Analysis

Above diagram consist five classes of different age groups. Here 35 customers belong to 18-24 years of age group, 20 customers fall in the age group 25-35 years.Other 15 customers come in the class of 35-45 years.The age group of 45-55 years consists 18 customers and remaining 12 customers are in age group 55-65 years. Here majority of customer belong to the group of 18-24 years.

In Question no.4, it is being asked,Do you feel that the procedure to open an account with the bank was difficult?-yes,to a certain extent-no,it was easy

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No.of Respondents

yes,to a certain extentno,it was easy

AnalysisTo this question,out of 100, 24 respondents answeres yes and 19 respondents answered no which was a huge difference in their responses.

Similarly in Question no.5,it was asked that in which income group do you fall?

no.of respondents

100000-500000600000-10000001100000-1500000Above 1500000

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AnalysisIn this analysis,we can see that almost half of the total respondents have chosen the slab of 100000-500000 as their income group in which they fall.This simply means that most of the people fall in this slab of income and this shows that they are mostly belong to middle class families.the other slabs show the difference of small gaps which means that the high income group people are not much in this sample.

OBSERVATIONS AND FINDINGS

Majority of the customers belonged to age group of 18-24years(youth) that is 35 consumers think ICICI Bank has some relevance in its work and is also showing a continuous growth in its performance.

Mostly respondents are having their accounts in other banking companies like Kotak Mahindra Bank,HDFC,SBI,IDBI etc.

36 percent of the total respondents have their account in ICICI for getting good rates of interest on their savings and other loan options.

Most of respondents preferred ICICI savings bank account and Fixed deposits.

40 percent respondents expect extra interests on festive occasions and other schemes from ICICI Bank.

56 percent respondents are satisfied with the services given by ICICI Bank.

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As per the data says, 65% respondent accept that ICICI bank provides good tax benefits to its customers.

64% of respondents are willing to open their accounts (for example-savings,fixeddeposits,recurring deposits etc) in ICICI bank in future as they are highly satisfied with the performance and customer handling of the bank.

RECOMMENDATIONS

1)There is scope to target a large number of savings and other kinds of accounts by concentrating on age group 18-24 years.Herepotential of customers are high and chances of growth are there.(Example-College students,Youngworkers,working womenetc).

2)As major respondents think to have savings account is veryessential so there is a lot of scope growth in the bank.

3)ICICI should try to build trust among thepublic by making people aware of their tax benefits,high return oninvestment,personalbanking,onlinebanking,mobile banking etc.

4)As more respondents are opening their account in ICICI Bank for getting high return on savings, the company should try to provide attractive returns on savings in future.

5)65% respondents are willing to open their account in ICICI bank in future,this will benefit to the bank as mort potential customer in future.

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CONCLUSIONAfter conducting business research on ICICI Bank we came to know different needs of consumers, their valuablesuggestions, responses to the different questions. With this information wecan conclude that there is good market awareness about ICICI Bank in the market.Customer satisfaction level of most respondents is higher for ICICI Bank, which is provided by survey. Highersatisfaction level of ICICI Bank was appreciable as ICICI provides good tax benefit for the consumers and also ROI, security,different kinds of banking options etc.

ICICI’s savings account and online banking is the best-sold plan in market by ICICI bank. This conveys that the customers are switching toonline payment methods to get easy and fast details of their account and online transactions.

APPENDIX

Questionnaire on survey of customer satisfaction level towards ICICI Bank.(Service Sector-BANKING).