icici bank services and their products offered by it to the customers

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ICICI Bank

MP Birla Institute of Management 2

EXECUTIVE SUMMARY

The objective of the study is to identify the effectiveness and efficiency of the

bank in offering its services as well as its products and to make necessary

recommendation to the bank so that it can do better than before in its

business.

Its objective is also to do proper analysis about its functioning and know how

it does business. The research investigation is analytical in nature. We seek

to generate the data for the research analysis through an interview and

available data .And on the basis of that inferences will be drawn

accordingly.

ICICI BANK was found to be popular for its customer friendly services as well

as the facility it provides to the people. It was also found that its employees

are trained enough to handle its customers. Because of all these reasons

ICICI BANK has become very much popular in today’s context.



ICICI Bank


DECLARATION

I hereby declare that this dissertation titled – “ICICI BANK- customer

services and their products offered by it to the customers” is a bonafide

study and completed under the guidance and supervision of professor.

NANDINI VAIDYANATHAN, adjunct M.P.BIRLA INSTITUTE OF

MANAGEMENT, BANGALORE (internal guide).

I further declare that this dissertation is the result of my own efforts and that it

has not been submitted in any other university or institute for the award of a

degree or diploma or any degree or other similar title of recognition.

PLACE-BANGALORE SUSHANT KRISHNA

DATE-



ICICI Bank


PRINCIPAL CERTIFICATE

I hereby declare that this dissertation entitled” ICICI BANK –customer

services and their products offered by it to the customers” has been

prepared by

Mr. SUSHANT KRISHNA under the guidance and supervision of

Professor NANDINI VAIDYANATHAN

Adjunct M.P. BIRLA INSTITUTE OF MANAGEMENT, BANGALORE.

.

Place- BANGALORE Dr. NAGESH MALAVALLI

Date- (PRINCIPAL)



ICICI Bank


GUIDE CERTIFICATE

I hereby declare that this dissertation titled” ICICI BANK- customer services

and their products offered by it to the customers” is the result of research

work carried out by Mr. SUSHANT KRISHNA under my guidance and

supervision.

PLACE-BANGALORE NANDINI VAIDYANATHAN

Date- (INTERNAL GUIDE)



ICICI Bank


ACKNOWLEDGEMENT

I would like to take this opportunity to thank my project guide

Prof: NANDINI VAIDYANATHAN for highlighting certain aspects

that I needed to cover and also in framing the final report.

I am also thankful to certain persons and friends without whose

moral support and suggestion this report would have been incomplete.



ICICI Bank


CONTENTS

INDEX

Page

PART-1

1. INDUSTRY PROFILE 1-2

2. COMPANY PROFILE 3-5

3. ABOUT BANK GROUP AND ITS 6-7

DIFFERENT AREAS OF BUSINESS

4. VARIOUS SERVICES AND PRODUCTS OFFERED 8-

26

BY THE BANK TO THE CUSTOMERS

PART-2

5. PROJECT TITLE 27

6. RESEARCH OBJECTIVE 28-

30

PURPOSE OF RESEARCH

PROBLEM STATEMENT

HYPOTHESIS

RESEARCH DESIGN

RESEARCH LIMITATION

RESEARCH TOOL



ICICI Bank


7. RESEARCH METHODOLOGY 31-

32

8. DATA INTERPRETATION 33-

44

9. RESEARCH SURVEY FINDINGS 45-

46

10. SUGGESTIONS &RECOMMENDATIONS TO THE BANK47-

48

11. BIBLIOGRAPHY 49

12. APPENDIX PART-1

INDUSTRY PROFILE

There are many banks operating in our country. Some of they are public sector banks

some others are private sector banks where as some others are foreign banks.

Among public sector banks state bank of India is the biggest bank. And there are

many other banks like Canara bank, Punjab national bank, Indian bank, Corporation

bank, Allahabad bank, Indian overseas bank and some others. All these banks are

doing very good business all over the country and they have acquired good market

share in the country. They are offering good services and products.

The Indian Banking Industry can be categorized into non-scheduled banks and

scheduled banks. Scheduled banks constitute of commercial banks and co-

operative banks. here are about 67,000 branches of Scheduled banks spread

across India. During the first phase of financial there was a nationalization of 14

major banks in 1969. This crucial step led to a shift from Class banking to Mass

banking. Since then the growth of the banking industry in India has been a

continuous process.

As far as the present scenario is concerned the banking industry in India is in a

transition phase. The Public Sector Banks (PSBs), which are the foundation of the

Indian Banking system account for more than 78 per cent of total banking

industry assets.



ICICI Bank


The Private Sector Banks are witnessing immense progress. They are leaders in

Internet banking, mobile banking, phone banking, ATMs. On the other hand the

Public Sector Banks are still facing the problem of unhappy employees. There has

been a decrease of 20 percent in the employee strength of the private sector in

the wake of the Voluntary Retirement Schemes (VRS). As far as foreign banks

are concerned they are likely to succeed in India.

Indusland Bank was the first private bank to be set up in India. IDBI, ING Vyasa

Bank, SBI Commercial and International Bank Ltd, Dhanalakshmi Bank Ltd, Karur

Vysya Bank Ltd, Bank of Rajasthan Ltd etc are some Private Sector Banks.

Private banks are operating in our country and they are trying to grab more market

share in the country. They are trying to provide better service to their customers. .

Some foreign banks have also arrived in Indian market andthey are trying to provide better services to customers than others. some of these

banks are- Hsbc bank, American express bank, Standard chartered bank, .ANZ

Grindlays Bank, ABN-AMRO Bank, Citibank etc.



ICICI Bank


COMPANY PROFILE

Introduction

ABOUT BANK

ICICI Bank is India's second-largest bank with total assets of about Rs. 2,513.89

bn (US$ 56.3 bn) at March 31, 2006.ICICI Bank has a network of 741 branches

(including 48 extension counters) and over 3300 ATMs in India and presence in

30 International locations. 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.

ICICI Bank currently has subsidiaries in the United Kingdom, Russia and Canada,

branches in Singapore, and in some other countries. ICICI Bank is India's second-

largest bank with total assets of about Rs. 2,513.89 bn (US$ 56.3 bn) at March 31,2006 and profit after tax of Rs. 25.40 bn (US$ 569 mn) for the year ended March

31, 2006 (Rs. 20.05 bn (US$ 449 mn) for the year ended March 31, 2005).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



ICICI Bank


Emirates, China, South Africa and Bangladesh. ICICI Bank was originally

promoted in 1994 by ICICI Limited, an Indian financial institution, and was its

wholly-owned subsidiary. ICICIs 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.

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. n 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, 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.ICICI Bank

currently has subsidiaries in the United Kingdom, Russia and Canada, branches in

Singapore, Bahrain and Hong Kong, SRI Lanka and Dubai International Finance

Centre and representative offices in the United States, United Arab Emirates,

China, South Africa and Bangladesh.

ICICI Bank is the most valuable bank in India in terms of market capitalization.

ICICI Bank's equity shares are listed in India on the Bombay Stock Exchange and

the National Stock Exchange of India Limited and its American Depositary

Receipts (ADRs) are listed on the New York Stock Exchange (NYSE).ICICI

Bank has formulated a Code of Business Conduct and Ethics for its directors and

employees.

At June 5, 2006, ICICI Bank, with free float market capitalization* of about Rs.

480.00 billion (US$ 10.8 billion) ranked third amongst all the companies listed on



ICICI Bank


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 objective was to create a development financial institution for providing

medium-term and long-term project financing to Indian businesses. 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.

The managements of ICICI and ICICI Bank formed the view that themerger of ICICI with ICICI Bank would be the optimal strategic alternative for both

entities .The merger would enhance value for ICICI shareholders through the mergedentity's access to low-cost deposits, greater opportunities for earning fee-basedincome and the ability to participate in the payments system and provide transaction-banking services. The merger would enhance value for ICICI Bank shareholdersthrough a large capital base and scale of operations, seamless access to ICICI strongcorporate relationships built up over five decades, In October 2001, the Boards of Directors of ICICI and ICICI Bank approved the merger of ICICI and two of itswholly-owned retail finance subsidiaries, ICICI Personal Financial Services Limitedand 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 Courtof Judicature at Mumbai and the Reserve Bank of India in April 2002.Consequent to the merger, the ICICI group's financing and banking operations, bothwholesale and retail, have been integrated in a single entity.



ICICI Bank


ICICI BANK GROUP



ICICI Bank


Board Members

Mr. N. Vaghul, Chairman

Mr. Sridar Iyengar

Mr. R.K.Joshi

Mr. Lakshmi N. Mittal

Mr. Narendra Murkumbi

Mr. Anupam Puri

Mr. Vinod Rai

Mr. M.K. Sharma

Mr. P.M. Sinha

Prof. Marti G. Subrahmanyam

Mr. T.S. Vijayan



ICICI Bank


Mr. V. Prem Watsa

Mr. K.V. Kamath, Managing Director & CEO

Ms. Kalpana Morparia, Joint Managing Director

Ms. Chanda Kochhar, Deputy Managing Director

Dr. Nachiket Mor, Deputy Managing Director

Mr. V. Vaidyanathan, Executive Director

Services Provided by ICICI Bank -

Personal bankingNRI bankingCorporate banking

Personal BankingThrough Personal banking it offers a variety of services. They are given below.DepositsLoans



ICICI Bank


InvestmentsCardsInsuranceDemat servicesOnline services

Property services

DEPOSITS-ICICI Bank offers a wide variety of deposit products to suit people’s requirements.It has networked branches\ATM’s and facility of E-channels like internet and mobilebanking. Savings accountSpecial savings accountSenior citizen servicesFixed depositEasy fixed deposit

Easy receive accountRecurring depositTax saver fixed depositRoaming current accountSalary accountWomen’s accountNo frills accountRural savings accountPeoples savings account

SAVINGS ACCOUNT -ICICI Bank offers a variety of saving’s bank a\c with a host of convenient featuresand banking channels to transact. It has some ideal banking services for those personswho are above 60 years of age. And they have advantages from ICICI Bank whichbrings convenience and enjoyment in their life.

FIXED DEPOSITS-ICICI Bank provides a value able and an unbeatable fixeddeposit service to the public. Through its service it ensures safety ,flexibility and alsogood returns to the public.

RECURRING DEPOSITS-Through recurring deposits it provides us facility toinvest in small sum of money every month and draw a large sum at maturity. Thuspeople enjoys twin advantages.

EASY RECEIVE ACCOUNT-East receive account is an unique account that catersto the domestic banking needs while offering additional benefits for remittances in the



ICICI Bank


account.

LOANS

ICICI Bank provides a wide variety of loans to the public to meet their dailyrequirements.

Some of they are as follows.Home loanPersonal loanCar loanTwo wheelerCommercial vehicleLoans against securitiesLoan against goldFarm equipmentConstruction equipmentOffice equipment

Medical equipment

HOME LOAN ICICI Bank is no.1 home loan provider in the country. It offers some unbeatablebenefits to its customers like doorstep services.

PERSONAL LOAN- ICICI Bank provides personal loan to its customers which is easy to get and isabsolutely hassle free. The public can get Rs.15 lakh loan with minimum documents.

CAR LOAN-ICICI Bank has also become the countries no. 1 bank in giving car loans. It has tiedup with all the leading automobiles manufacturers to ensure the best deals. It hasflexible schemes and quick processing.

COMMERCIAL VEHICLE LOAN-It has services like funding of new vehicles, refinance on used vehicles, balancetransfer on high cost loans top-up on existing loans,

TWO WHEELER LOANS-ICICI Bank also provides two wheeler loans at competitive interest rates and has alsobecame the no.1 bank in financing two wheelers loans. It finances 90 percent of theON ROAD Cost of the vehicle. And it also provides convenient options andcomfortable tenors from 6 month to 36 months.



ICICI Bank


FARM EQUIPMENT LOAN-It is preferred financiar for all leading tractor manufacturers in the country. Flexiblerepayment options in tandem with the farmers seasonal liquidity. It provides easyrepayment patters from 1 year to 9 year.

CARDS-ICICI Bank offers a variety of cards to suit our different transactional needs. Theirrange includes Credit Cards, Debit Cards and Prepaid cards. These cards offer thecustomers convenience for their financial transactions like cash withdrawal, shoppingand travel. These cards are widely accepted both in India and abroad.Details and features of each types of cards are given below.CREDIT CARDSDEBIT CARDSTRAVEL CARDS

PREPAID CARDSPURCHASE CARDSBUSINESS CARDS

CREDIT CARDS-ICICI Bank Credit Cards give the customers the facility of cash, convenience and arange of benefits, anywhere in the world. These benefits range from life time freecards, Insurance benefits, global emergency assistance service, discounts, utilitypayments, travel discounts and much more. Some of the important features of CREDIT CARDS are as follows-Balance transfer facilityGlobal emergency assistance serviceWide acceptancePhoto cardSelf set limitCash advance facility

DEBIT CARDS The ICICI Bank Debit Card is a revolutionary form of cash that allows customers toaccess their bank account around the clock, around the world. The ICICI Bank DebitCard can be used for shopping at more than 3.5 Lakh merchants in India and 24million merchants worldwide.

Cashless Spending



ICICI Bank


This debit card enables instant on-line debit to their ICICI Bank account. Every timethey can swipe their card at restaurants, shops, petrol pumps, multiplexes, etc., theamount that they have spent is debited to their account

Countrywide Acceptance

Its debit card is accepted at over 3.5 Lakh merchant establishments in India i.e.restaurants, department stores, grocery stores, petrol pumps, etc. Besides, they canuse it conveniently at more than 3,000 ICICI Bank ATMs and more than 18,000VISA/MasterCard ATMs all over India

Worldwide Acceptance

Travel the world and enjoy the freedom of using the debit card. This debit card givesthem access to over 24 million shops and 1 million Visa ATMs all over the worldgiving them the freedom of payment anywhere in the world.

TRAVEL CARDS

ICICI Bank also provides Travel Cards. 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.

ICICI Bank’s travel cards have many benefits. Some of they are given below-

Easy purchase

Easy cash withdrawal

Easy shopping

Replacement card

Online account access

Internet transaction

Best exchange rates

Best security features

Emergency medical and travel assistance

PRE-PAID CARDS



ICICI Bank


ICICI Bank brings to the customers a complete bouquet of pre-paid cards providing

payment solutions at their 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 3.5 Lakh merchant establishments & cash withdrawal from all

VISA ATMs in India.

Pre-Paid cards have three types of cards-

Annuity cards

Pre-direct cards

Easy cash cards

Annuity cards

ICICI Bank along with ICICI Prudential Life Insurance has created a unique offering

for the Annuity Plan holders. Annuity plan holders usually get the annuity paid

through bank cheques. They have made life easier for the customers by introducing

the first card based

Annuity payment program. Annuity payment solution will be managed by ICICI

Bank. ICICI Bank will issue prepaid cards to the Annuity plan holders. The monthly

annuity will be loaded on the prepaid card held by the customer. The customer will be

able to use the ICICI Bank – ICICI Prudential Life Annuity Card at the merchant

outlets and all the ICICI Bank ATMs.

EASY CASH CARDS-

Easy Cash Pre-paid Card is a non-photo card. It is a pre-paid card with magnetic

stripe.

Re-loadable prepaid card: The card will be a pre-paid card with magnetic stripe and

can be loaded in rupees



ICICI Bank


Minimum balance requirement: There is no minimum balance requirement.

Spending limits: Daily usage of up to Rs.25000 can be done through this card.

24 hour cash withdrawal: The card can be used to withdraw cash and do on-line

POS transactions from any VISA ATM. The VISA ATM can be accessed using 4

digits PIN provided with welcome kit.

Accepted at all visa merchants: The card is accepted by all merchants accepting

VISA electron cards. One can just present the card, sign on charge slip & be debited

for exact amount. The card is free of transaction fee.

Validity: The Card will be valid up to 3 years. Before the end of 3 years, a new card

will be issued to all the active cardholders.

Balance enquiry: The balance on the card can be determined at ICICI Bank ATM or

by calling at ICICI call center

PRE-DIRECT CARDS

Minimum Balance: There is no minimum balance requirement for the Annuity card

Transactions Supported: The Annuity card can be used to withdraw cash and do on-

line POS transactions from any VISA ATM or merchants accepting VISA cards. The

card can be used in India, Nepal and Bhutan.

Spend Limits: You can withdraw upto a maximum of Rs. 25,000/- per day in cash

from ATMs

Prepaid Value: Annuity Card can be loaded in rupees for any amount.

Validity: The card will be valid for a period of ten (10) years. Before the end of three

years a new card will be mailed to your mailing address

Statement: You will receive an e-statement through email to the given e-mail address

once every month.

On-line Account Access: You will get Internet Login Id and password to log into the

system on-line and check on card balance and statements



ICICI Bank


Cash withdrawal Fee: 3 cash withdrawals will be free at ICICI Bank ATMs per

month. At non-ICICI Bank ATM, the charges will be Rs 30/- per transaction

BUSINESS CARDS

The ICICI Bank Business Card is aimed at SMEs as an enabler for their business.

The Business card is a smart alternative to cheques, cash, and personal credit cards.

With its purchasing convenience, cost savings, available credit, and detailed reporting

facilities, the ICICI Bank Business Credit offers what their business needs to stay on

top.

FEES & CHARGES

Transaction type Transaction charges

Joining Fee ZERO

Annual Fee ZERO

Interest Charge 1.99% Per Month.

Cash withdrawal from

VISA ATM's

1% of withdrawal amount subject to a

minimum of Rs.100

Late Payment Charge1% of Total Amount Due subject to a

Min of Rs.100 and Max. Rs. 500

INVESTMENT AND INSURANCE

Apart from deposits products and loan offerings ICICI Bank also offers various

investment options that ranges from ICICI Bank tax savings bond to equity



ICICI Bank


investments through initial public offer and investment in pure gold . It provides

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

Any investment can be made through any branch of ICICI Bank. It also provides the

ease of investing through electronic channels like ATMs and Internets.

DEMAT SERVICES

ICICI DEMAT service has over 11.5 lakh account holders .It offers following

features to its customers.

e-Instructions:-Through this anyone can transfer securities 24 hours a day and 7 days

a week through internet at a lower cost. It can also be done through customer care

officer.

Consolidation Demat Account:-Through this anyone can dematerialize their

physical shares in various holding patterns and consolidate all such scattered holdingsinto their primary de-mat accounts at reduced costs.

DIGITALLY SIGNED STATEMENT

Through this any account holder can receive their account statement and bill by

email.



ICICI Bank


Mobile Request:-Account holder can access their de-mat account by sending sms to

enquire about holdings, transactions ,bills & ISIN details.

Mobile Alerts:-The account holder can receive sms alerts for all debits, credits as

well as any request which cannot be processed.

Dedicated customer care executives specially trained at their call centre, to handle all

queries.

Countrywide network of over 235 branches, one is never far from an ICICI Bank

Demat Services outlet

Private Banking

ICICI Bank also provides private banking services.

NRI BANKING

Under NRI Banking ICICI Bank provides a variety of services-

MONEY TRANSFER

BANK ACCOUNTS

INVESTMENTS

PROPERTY SOLUTIONS

INSURANCE

LOANS

MONEY TRANSFER

Under NRI Service ICICI Bank provides money transfer facility from one place to

another place of the world.

BANK ACCOUNTS

Under bank accounts ICICI Bank provides a number of accounts facilities .Some of

they are as follows-



ICICI Bank


Rupee savings account

Fixed deposits

Special account-

Students accounts ,

Seafarers account

Rupee savings account

Under rupee savings account ICICI Bank provides two types of account facilities.

They are-

NRE savings account

NRO savings account

Under fixed deposit it provides various account services. Some of they are as follows-

NRE fixed deposit

NRO fixed deposit

NRE recurring deposit

FCNR fixed deposit

And under special accounts it provides two types of accounts. They are students

accounts and seafarers accounts.

INVESTMENTS

Under investments it provides various services. Some of they are as follows-

International deposit

Mutual fund

Online share trading

Structured deposit

Private equity

Commercial real state



ICICI Bank


PROPERTY SOLUTIONS

Under property solutions it provides some services to the customers.

Like it provides home loan to the customers. It also provides help to the customers in

searching houses.

INSURANCE-

Under insurance ICICI Bank provides both general as well as life insurance services

to its customers.

LOANS-

ICICI Bank provides loans to the customers against their deposits.

CORPORATE BANKING-

ICICI BANK gives a number of facilities under corporate banking services.

CORPORATE NET BANKING

CASH MANAGEMENT

TRADE SERVICES

TRADEWAY

FOREX ONLINE

SME SERVICES

ONLINE TAXES

CORPORATE NETBANKING-

Corporate Internet Banking (CIB), facilitates banking from their desk.

At the click of a mouse the customers can access their accounts at

ICICI Bank and also keep track of their accounts at its various

branches in India.

Account Information: Real time balance information and summary of

days transaction.

Fund Transfers: Manage their Supply-Chain network, effectively by

using its Corporate Internet Banking fund transfer mechanism.



ICICI Bank


Request: Make a banking request online.

CASH MANAGEMENT-

ICICI Bank is a leading player in the field of Cash Management

Services (CMS) market. Its Cash Management Service is technology

driven with a versatile software, hardware and network support.

Customized daily transaction reports and web-enabled reports are

offered regularly to its clients. CMS solutions are designed to be

company-specific allowing a corporate to efficiently manage its

treasury. Cash management products covers both collections and

payments.

Collection Products Local Cheque Collections

One of the largest network spanning over 488 locations

Courier pick-up can be provided

Process flow can be structured to suit the company’s requirements

Cash Collections

Cash Collection from dealers and business associates on behalf of

companies

Cash pick-up facility in 28 locations

Customized MIS for cash collection

Payment Products

Anywhere Banking



ICICI Bank


Cheques issued payable at par at various ICICI Bank locations

Single account to be operated at any ICICI Bank branch for this

facility

Ideal for small value, large volume payments

Fund Transfers

Online transfer of funds between accounts maintained with any branch

of ICICI Bank.

TRADE SERVICES-

ICICI Bank offers a wide range of Trade Services designed to assist

you in building on your strengths, so that your company can sieze

business opportunities across the world. ICICI Bank has in place a

Centralized Trade-Services Unit, which adheres to six sigma standards.

As a result, ICICI Bank customers experience fewer delays in

receiving payment, require less effort in locating collection

information, gain increased control over foreign receivables and

experience improved cash flows.

OnlineTradeServices

ICICI Bank customers can effect remittances as well as get their

applications for issuance of Letters of Credit and Bank Guarantees

processed online.

This not only extends tremendous convenience to the entire process,

but also allows the customer to enjoy the benefits of simplified

documentation, online verification of status and savings in cost and

time. Online Trade Services can be availed by enrolling for Corporate

Internet Banking (CIB) offered by ICICI Bank.

Besides it also provides various other services.



ICICI Bank


Advisory services

Export document tracking facilities

Trade facilitation services

Country scan

Concepts in international trade

TRADEWAY SERVICES-

ICICI Bank provides trade way services. It has following benefits-

Single point of contact for all the India bound collections.

Efficient Document Handling and Payment Collection Services

Cost / Time Advantages through economies of scale

Online status enquiry facility.

Leveraging of ICICI Bank’s extensive domestic network and area

coverage

Specialized processing team with expertise in Trade Services.

FX ONLINE SERVICE

FX Online is a real time foreign exchange trading system which

provides automated quotes for FX spots & FX forwards.

FX Online Features

Competitive and transparent quotes from ICICI Bank treasury.



ICICI Bank


Transaction in a secure network..

Instantaneous deal confirmation.

User defined controls for currency, amount and transaction type.

SME- SERVICES-

ICICI Bank also offers some services to the customers.

The customers business now has end to end solutions on which they can depend.

From the anytime anywhere convenience of Roaming Current Account to forex

remittance services that simplify and speed up their business.

ONLINE TAXES-

ICICI Bank also provides online taxes facilities.

ONLINE SERVICE-

INTERNET BANKING

FOREX ONLINE

DEBT ONLINE

BILLS PAYMENTTRADE SERVICES

CASH MANAGEMENT

SECURITIES MARKET

ONLINE SERVICE-For online service there must be a corporate id and an user id

and password.



ICICI Bank


FOREX ONLINE-For this again there must be an separate user id and password.

DEBT ONLINE-Again Separate user id and password is important for this.

DEBT ONLINE-

Debt Online is a transaction platform that offers a transparent and

paperless way of investing in debt instruments in a secure

environment.

Debt Online Features

Live quotes for Government of India securities from ICICI Group.

Chat facility to negotiate with dealers and conclude your deal.

Straight through processing using a CSGL account. This ensures a

smooth and automated settlement process.

BILLS PAYMENT- Electronic Bill Presentment and Payment is a

powerful tool for managing Supply-Chain network. EBPP facilitates

online presentment and payment of bills, which eliminates all the paper

work, minimizes risks and leads to better relationship between

customers .

]Bills Payment features and benefits.



ICICI Bank


Creation of a Closed User Group, between a company and its channel

partners for online presentment and payment. For e.g. A vendor can

present

Bills to a company and the company can make an online payment to the

vendor. There is flexibility of making immediate or a scheduled

payment.

The bill payment gateway can also be seamlessly integrated to a web-

based ordering system of a corporate, facilitating online presentment

and payment

The payment of utility bills like electricity, telephone, mobile, etc. can

also be done. ICICI Bank has tied up with around 50 utility companies

across the country.

OnlineTradeServices

ICICI Bank customers can effect remittances as well as get their

applications for issuance of Letters of Credit and Bank Guarantees

processed online. This not only extends tremendous convenience to the

entire process, but also allows the customer to enjoy the benefits of simplified documentation, online verification of status and savings in

cost and time. Online Trade Services can be availed by enrolling for

Corporate

Internet Banking (CIB) offered by ICICI Bank. By clicking on any of

the links to enter CIB .If one become an existing ICICI Bank customer.

Besides this ICICI Bank also provides Advisory services to its customers. So that

they can know forex markets, currency movements, regulatory issues, risk



ICICI Bank


management and other issues in trade finance. So According to that they can plan

their business.

ICICI Bank also provides latest movements in currency to their customers.

ICICI Bank constantly customizes solutions and introduces innovative products for its

trade services clients.

Apart from these facilities ICICI Bank provides a number of other trade related

services to its customers. some of they are gives hereunder.

Export development facility Service

Trade facilitation service

Country scan

Concepts in international trade

TRADEWAY SERVICE-

ICICI Bank introduced trade way service to provide international banking gateway

for India related trade business.

It has some benefits to its customers-

Single point of contact for all the India bound collections.

Efficient Document Handling and Payment Collection Services..

Cost / Time Advantages through economies of scale..

Online status enquiry facility.



ICICI Bank


Leveraging of ICICI Bank’s extensive domestic network and area

coverage.

Specialized processing team with expertise in Trade Services.

Pre-transaction and post-transaction analytical tools available on the

site.

It allows us to monitor our transactions at any time we wish.

ICICI Bank also provides mobile banking services to all its bank, credit card, demat

and its loan customers.

ICICI Bank Mobile Banking can be divided into two broad categories of facilities:

ALERT FACILITY

REQUEST FACILITY

Alert Facility-This facility keeps the customers informed about the significant

transactions in their accounts. It keeps them updated at regular point of time.

Request Facility-This facility enables the customers to carry for their account

balance.

PART-2



ICICI Bank


PROJECT

Study of Effectiveness of the “ICICI BANK–PRODUCTS AND

SERVICES OFFERED BY IT TO THE CUSTOMERS” and a

survey conducted on it about the customers” satisfaction level.

And based on their answers to provide necessary suggestions to

the bank.

RESEARCH OBJECTIVE-



ICICI Bank


The following are the objectives of the research undertaken-.

• To know about ICICI bank and its services and products.

• To understand the effectiveness of the bank products offered to the customers.

• To understand the effectiveness of the bank services offered to the customers.

• To understand about customers satisfaction level from the bank.

• To know what the customers want and what they do not want from bank.

• And based on the survey, on the basis of the customers feedback to provide

necessary suggestions to the bank so that it can do well in business in future.

PURPOSE OF RESEARCH-

ICICI BANK is doing good business but even then it needs to go a long way to cover

most of the people in our country both in urban as well as in rural areas. Because

most of the people in our country still believes in nationalized banks for their money

transaction. And most of them are still poor especially in rural areas and they cannot

afford to open their account with big amount of money. And so it is lagging behind

because of these as well as some other important reasons. This encouraged me to take

this research project. So that it can do well in its business.

PROBLEM STATEMENT-



ICICI Bank


The research has been undertaken to identify the effectiveness of the products and

services offered by the bank to the customers and the tools that can be used

effectively to enhance its performance now onwards.

HYPOTHESIS-

Since this research investigation is bank-based the bank has asked us to identify the

effectiveness of the bank products and services in different parts and the customers

satisfaction based on its requirement. Hence the issues of hypothesis formulation, we

feel is redundant.

RESEARCH DESIGN-

This research investigation is analytical in nature. We seek to generate the data for the

research analysis through an interview schedule to be administered from different

customers at different places and the data so generated will be subject to analysis and

inferences will be drawn accordingly.

RESEARCH LIMITATION-• Since this research investigation has been administered on randomly selected

customers at different places , the problem of generalization is obvious.

• Time and resource constraint.

• Reluctance of customers to reveal weaknesses and negative aspects.

RESEARCH TOOL-



ICICI Bank


A questionnaire was designed on the basis of that survey has been conducted.

The purpose of the questionnaire was to identify certain key aspects of the

effectiveness of the products and services offered by the bank to the customers

which ultimately determines the business of the bank.

RESEARCH METHODOLOGY



ICICI Bank


DATA COLLECTION-For research two types of data are collected.

They are given below.

Primary data

Secondary data

Primary data-This consists of original information collected for specific

purpose. The primary data for this research was collected through a direct survey. It

was guided by structured questionnaire; the questions were structured and direct as to

make people understand easily.

Secondary data-It consists of information that already exists somewhere

having been collected for specific purpose in the study. The secondary data was

collected from various sources mentioned below.

Magazine

Journal

Periodicals

Internets

Data collection method -The method adopted to collect the primary

data was personal interview. Which includes a structured questionnaires to begin to

the respondents has close ended and open ended questions.

Tools for analysis-



ICICI Bank


Simple tabulation

Limitations of the study-

Time is limited to cover the entire population.

Shortage of financial resource to cover the entire population.

Sample size- 100 potential customers.

DATA ANALYSIS & INTERPRETATION

1. About loyalty of customer for the bank-



ICICI Bank


Table

Period No. of customers Percent

6 month 40 40%

1 year 30 30%

2 year 20 20%

3 year 10 10%

TOTAL =100 TOTAL=100%

0%

5%

10%

15%

20%

25%

30%

35%

40%

6 month 1 year 2 year 3 year

Percent

Analysis and Interpretation-In survey among hundred customers it is found that

40% customers are loyal to the bank for last 6 months and 30% are loyal to it for the

last 1 year whereas 20% are loyal to it for the last 2 year and only 10% are loyal to it

since last 3 years.So seeing this the bank should focus on retaining more customers in



ICICI Bank


Net banking Share trading Mutual fund Commodity trading

30 20 30 20

30% 20% 30% 20%

0%

5%

10%

15%

20%

25%

30%

Netbanking Sharetrading Mutualfund Commodity

Perc

Analysis and Interpretation-About its different services offered by it to the

customers among hundred customers 30% said that its net banking is good whereas

20% customers said that its share trading is good and 30% of its customers said that

mutual fund service is quite good and 20% of its customers said that its commodity

trading service is good enough. Many customers are liking net banking and mutual

fund more than share trading and commodity trading so it should also focus on these

areas. So that it also become more interesting for the customers.

4. About time taken by its employees in customer dealing-



ICICI Bank


Time 10Minutes 20 minutes 30 minutes 40minutes

Customers 50 25 15 10

Percent 50% 25% 15% 10%

0%5%

10%15%

20%25%30%35%40%45%50%

10

minutes

30

minutes

Perc

Analysis and Interpretation-About this particular question the customers response

is like this.50% customers said that they take 10 minutes in dealing with one

customers whereas 25% customers said that they take near about 20 minutes in

dealing with a customer and 15% customers have opinion that they take usually thirty

minutes and ten percent said that they take 40 minutes time. Most of the employees

are happy with its way of dealing with customers but it should always be careful in

this area because lots of other banks are also providing good services to their

customers in dealing with them.

5. Does it give good return to its investors on their investment-?



ICICI Bank


Response Yes No Average

Customers 50 40 10

Percent 50% 40% 10%

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

Yes No Average

Percent

Analysis and Interpretation-About this particular question 50% customers said

that it gives good return to its investors whereas 40% customers said that they do not

give good return to its investors in comparison to other foreign banks and 10% said

that it gives average return to its customers. Many customers are happy with its return

but there are also few who said that it is not providing good return in comparison to

other banks so it should fix its rate of return in such a way so that the customers

become more interested in investing their money in it.

6. In which way its employees behave with its customers or they respond to

them-



ICICI Bank


Response Good Normal Bad

Customers 35 40 25

Percent 35% 40% 25%

0%

5%

10%

15%

20%

25%

30%

35%

40%

Good Normal Bad

Percent

Analysis and Interpretation-Among hundred customers’ 35% customers said that

its employees behave in good way with its customers and 40% customers said that it

is normal means ok whereas 25% customers said that it is not good and they should

behave in more friendly way with its customers. Many customers are happy with it

but there are also others who said that its employees should be more friendly with its

customers. So the bank should improve its employees in more professional in dealing

with the customers.

7. Whether its number of its branches and ATM centre should be increased or

not -



ICICI Bank


Response Yes No Ok

Customers 40 30 30

Percent 40% 30% 30%

0%

5%

10%

15%

20%

25%

30%

35%

40%

Yes No Ok

Percent

Analysis and Interpretation-About this the customers responded differently.40%

customers said that its branches as well as its ATM should be increased and 30%

customers said that it is sufficient whereas another 30% customers said that it is ok in

numbers. Many customers have opinion that its branches as well as its ATM are not

sufficient so it should be improved and more no. of branches as well as ATM should

be established so that customers would not have any problem whenever they need it.

8. Whether the bank provides good environment inside the bank or not-

Response Yes No Ok



ICICI Bank


Customers 40 35 25

Percent 40% 35% 25%

0%

5%

10%

15%

20%

25%

30%

35%

40%

Yes No Ok

Percen

Analysis and Interpretation- About this question 40% of its customers said that

yes it provide good environment inside the bank and 35% of its customers are not

satisfied with its environment whereas 25% of its customers said that it is ok. Most of

the customers said that it provides good environment bit there are also some other

customers who said that it should be improved in comparison to other foreign banks.

9. Whether its credit cards and other cards are convenient enough to be used

and be handled-

Response Yes No Ok



ICICI Bank


Customers 45 25 30

Percent 45% 25% 30%

Percent

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

Yes No Ok

Percent

Analysis and Interpretation- About 45% of its customers said that yes it

provides good services and is also convenient enough to handle where as another

25% customers said that it is not completely useful and 30% another customers said

that it is ok. Many customers have given their consent but there are some other

customers according to them it should be better, So the bank should improve itself in

these areas so that some other customers will also be satisfied. And they could not

move to other banks.



ICICI Bank


10. Does it give loan at reasonable rate of interest to the customers whenever

they need -

Response Yes No Ok

Customers 58 22 20

Percent 58% 22% 20%

0%

10%

20%

30%

40%

50%

60%

Yes No Ok

Percent

Analysis and Interpretation-About this question 58% customers say that Yes they

provide loan at reasonable rate of interest to the customers and 22% customers said

that it is not convenient and they should charge some lower rate of interest and 20%

other customers said that it is ok. Many customers are satisfied with it and few

customers said that it should be provide more return to its investors.

]



ICICI Bank


11. Should it bring down its Minimum cash requirement for opening an account

in it -

Response Yes No Ok

Customers 60 5 35

Percent 60% 5% 35%

0%

10%

20%

30%

40%

50%

60%

Yes No Ok

Percent

Analysis and Interpretation-About this question 60% customers said that yes it is

higher and it should be brought down whereas 5% customers said that it is not

necessary and 35% of its customers said that it is ok. Many customers said that it

should bring down its minimum cash requirement for opening account in it since

most of the population of our country is poor and they cannot afford to open an

account at that cash amount. So to make it easy for everyone it should bring it down.



ICICI Bank


12. Should it bring new schemes for its customers at regular intervals so it

become more popular in future-

Response Yes No Ok

Customers 26 52 22

Percent 26% 52% 22%

0%

10%

20%

30%

40%

50%

60%

Yes No Ok

Percent

Analysis and Interpretation-About this particular question 26% customers said

that it should always bring new policies for the customers and 52% of its customers

said that it has sufficient schemes with it to attract customers whereas 22% customers

said that it is ok. Many customers said that it has already new schemes at different

point of time but there are also others who said that it should always bring new

schemes for its customers so that they remain its customers for long periods.



ICICI Bank


RESEARCH SURVEY FINDINGS

The survey has been conducted among hundred potential customers at

different places like in malls, corporate offices and also in different locations

especially in customer houses. And on the basis of their answers we got some

findings. Some of they are given below-

• It is found that some people are satisfied with the services offered by the bank

and so they want to remain its customers for longer period.

• Where as some others are not fully satisfied and they say that it should always

increase its facilities provided to the customers and more customer friendly

services should be enforced at various time intervals.

• Some feel that its customer service is good whereas some others say that it is

average. And there are also some persons who say that it is not good in

comparison to foreign banks.

• And about its environment inside the bank most of the customers are satisfied.

They say it is ok. Some says that its employees takes time in solving the

customers problem.

• And about customer friendliness some says that it is ok whereas some says itshould be better.

• According to them it should increase its number of branches as well as ATM’s

since it is not available in all important locations in cities as well as in smaller

towns. So that customers will not have any problem when ever they like to go

to bank or they like to go to ATM centre.

• It should also make necessary efforts and provide them good returns so that

people become more interested in this particular bank for their investment and

they become sure that their money is totally safe if they are investing in it.



ICICI Bank


• And about its credit card and other cards some customers are happy they are

satisfied with it and there are some others who say that it should be more

customers friendly and useful enough.



ICICI Bank


SUGGESTIONS &RECOMMENDATIONS TO THE

BANK

ICICI Bank as we all know that is doing very good business everywhere and is

making progress all around. Besides this it should always make efforts to do

something new for the customers so that lot of customers can attract towards it and in

future they tend to remain loyal.

• It should always introduce some new attractive schemes for the public and

provide them good returns on their investments.

• It should increase its number of branches in big towns as well as in smaller

towns so that people should not travel a long distance and apart from this it

should also establish some new ATM’s as well as its branches in cities.

• Its employees should always behave in a friendly manner with the customers.

They should be ready always to help its customers for whatever difficulty they

have.

• And at every time intervals it should also focus on doing its advertisement

among public so that the people should be awarded of this bank and its new

schemes.• Its cash balance is somewhat higher to open an account in it whereas some

nationalized banks have it very low. So the poor people and even the low

income people feel difficulty in opening their account in it. Because of this it

should brought down its minimum cash requirement so that even the poor

people of our country afford to open their account in it.

• It should also focus on rural people of our country since they are very large in

number and most of our countrymen are living in villages. So focusing on

them can benefit it in a large way.

• Its loan giving policy should also be made liberal and it should charge low

rate of interest from the loan taking person especially the rural poor people so

that they feel comfort in becoming its customers. Apart from this it should

provide various other loans to the rural people of India and its repayment



ICICI Bank


facility should be made liberal so that they do not hesitate in becoming its

customers.

• It should also focus on middle class people of our country since we know that

our country’s large population belongs to this category.

• They should also target students for opening their account in it. For this new

schemes should be introduced for them at regular time intervals.

So keeping all these things in mind it should

make its account opening facility so efficient for its customers so that even the

low earning people of our country will not feel any hesitation in opening its

account in this bank. And its ATM should be established at every important

place in towns especially near big markets. If the bank will pay attention on

all these areas then certainly it will flourish a lot and will always be a leading

bank in its coming future. ICICI BANK should also pay attention on the

policies and the way the other banks does their business and according to that

it should do modifications in its schemes and policies and introduce those

schemes which can attract a lot of customers towards it. If all these things will

be considered certainly the bank will make all around success everywhere.



ICICI Bank


BIBLIOGRAPHY

1. www.icicibank.com

2 .www.google.com

3. www.businessworld.com

4. Marketing white book 03-04

5. Marketing management-Philip kotler

APPENDIX



ICICI Bank


QUESTIONNAIRE

I am a student of M P Birla Institute of Management, Bangalore pursuing MBA

Program. As a part of the MBA curriculum, I am carrying out a research investigationon “ICICI BANK –product and services offered by it to the customers”, Bangalore. In

this connection I need some information from you. Listed below are some questions.

Kindly give your responses to them. I sincerely assure you that the information so

provided will be kept strictly confidential and shall only be used for academic

purpose.

With regards

SUSHANT KRISHNA

(Please put mark in the appropriate box provided.

1. Personal Information

a. Name :

b. Age :

c. Profession :

d. Place :

1. For how long have you been customer of this bank?

a. 6 month b. 1 year c 2 year d. 3 year



ICICI Bank


2. Are you satisfied with its service?

a. Excellent b. Good c. Average d. Bad

3. Which service do you feel the best?

a. Net banking b. Share trading

c. Commodity trading d. Mutual fund

4. How much time do they take in dealing with customers?

a. 10 minutes b.20 minutes c.30 minutes d.40 minutes

5. Are its employees customer friendly with its customers?

a. Good b. Normal c. Bad

6. Should the bank establish more branches and ATM centres?

a. Yes b. no c. Ok

7. Whether the bank provides good environment inside the bank or not?

a. Yes b. No c. Ok

8. Does it give good return on your investment ?

a. Yes b. No c. Average



ICICI Bank

9. Are you satisfied with its credit cards and other card facilities.?

a. Yes b. No c. Ok

10. Does it provide you loan at convenient rate of

interest whenever you need?

a. yes b. No c. Ok

11. Should it bring down its minimum cash requirement for opening an

account in it.?

a. Yes b. No c. Ok

12 .Should it bring new schemes for its customers at regular time intervals?

a. Yes b. No c. Ok

icici bank services and their products offered by it to the customers

Documents