A PROJECT STUDY REPORT ON

Training undertaken at

titled BANKING PRODUCTS AND AWARENESS IN ICICI BANK

Submitted in partial fulfillment for the Award of degree of

M ASTER OF BUSINESS ADMINISTRATION (2010-12) Submitted by:

Sachin Gagarani MBA III Sem.

Submitted To:
Ms. Nidhi Gupta

SUBODH INSTITUTE OF MANAGEMENT & CAREER STUDIES JAIPUR

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DECLARATION
I Sachin Gagarani Student of MBA Part II of SUBODH INSTITUTE OF

MANAGEMENT AND CAREER STUDIES, JAIPUR, hereby declare that the Summer Training Report entitled BANKING PRODUCTS AND AWARENESS IN ICICI BANK is an original work and the same has not been submitted to any other Institute for the award of any other degree and the suggestions as approved by the faculty were duly incorporated. I have not copied it from anywhere and have acknowledged the source of any material used from secondary sources in the bibliography.

(Sachin Gagarani)

PREFACE
Management of modern business requires an appreciation of multidisciplinary concept and in-depth knowledge of specific analytical tools, geared to the solution of real life problems. No doubt every real situation is unique but a set of theoretical knowledge, itself based on empirical foundation, can help in developing the mechanism for handling such situation. So the MBA curriculum has been designed to provide to the future managers ample practical exposure to the business world. The summer training is necessary for the fulfillment of MBA curriculum. It provides an opportunity to the student to understand the industry in which he undertake his summer training with special emphasis on the development of skills in analyzing, interpreting practical problems through application of management. The student was provided with the task on the survey of Banking products and awareness. The student undertook his training in ICICI Bank Jaipur (Rajasthan).

ACKNOWLEDGEMENT

I extend my extreme gratitude and sincere thanks to ICICI BANK multinational company for offering me an opportunity to do a project in their esteemed organization. I record my heartfelt thanks to my project guide Mr. RISHABH KHUTETA for his expert guidance and support all through the course of the project. Discussions on subject matter, constant feedback and needed references have enriched me to make the project work a pleasurable experience. I am also deeply indebted to all the member of Sales team, for their support, active interest and timely help extended in carrying out the project. My Faculty Guide Ms. Nidhi Gupta, Subodh Institute of Management & Career Studies, Jaipur has also been a constant source of support whether it is for facing any complication or for simplifies sharing the joy out of an achievement. Finally, I would like to thank Director Mr. Raju Agrawal, faculty Members, parents, friends who provided helping hand and instilled confidences in me to complete the project.

EXECUTIVE SUMMARY

The project that I had worked upon in my training provided a lot of scope to learn, right from the basics, about the investment opportunities available in India, various factors involved in selecting an investment option. It further included a market research where I interacted with different people, to gain more knowledge about the various investment opportunities in India. The research work contains a comprehensive study of the Banking products in India and how it emerged as one of the most rapidly growing banking avenue. And the comparative analysis of various investment options and consumer behavior. I tried to introduce different marketing strategies and put up new ideas to attract more customers that helped ICICI BANK in the sales process and to generate leads. Finally, it included a market research using questionnaires to find out awareness among people as compared to other banks and comparison between them.

TABLE OF CONTENT

S. No. 1. 2. 3.

CONTENTS Introduction of the Industry Introduction of the Organization Research Methodology 3.1 Title of the Study 3.2 Duration of the Project 3.3 Objective of Study 3.4 Type of Research 3.5 Sample Size 3.6 Scope of Study 3.7 Limitation of Study

PAGE NO.

4. 5. 6. 7. 8.

Findings & Facts Data Analysis & Interpretation SWOT Conclusion Recommendation and Suggestions Annexure Bibliography

CHAPTER -1

INTRODUCTION TO INDUSTRY

INDUSTRY PROFILE
Banking in India originated in the first decade of 18th century. The first banks were The General Bank of India, which started in 1786, and Bank of Hindustan, both of which are now DE functioned. The oldest bank in existence in India is the State Bank of India, which originated in the "The Bank of Bengal" in Calcutta in June 1806. This was one of the three presidency banks, the other two being the Bank of Bombay and the Bank of Madras. The presidency banks were established under charters from the British East India Company. They merged in 1925 to form the Imperial Bank of India, which, upon India's independence, became the State Bank of India. The Reserve Bank of India formally took on the responsibility of regulating the Indian banking sector from 1935. After India's independence in 1947, the Reserve Bank was nationalized and given broader powers. Foreign banks such as Credit Lyonnais started their Calcutta operations in the 1850s. At that point of time, Calcutta was the most active trading port, mainly due to the trade of the British Empire, and due to which banking activity took roots there and prospered.

EARLY HISTORY
The first fully Indian owned bank was the Allahabad Bank, established in 1865. However, at the end of late-18th century, there were hardly any banks in India in the modern sense of the term. At the time of the American Civil War, a void was created as the supply of cotton to Lancashire stopped from the Americas. Some banks were opened at that time to finance industry, including speculative trading in cotton. With large exposure to speculative ventures, most of the banks opened in India during that period failed. The depositors lost money and lost interest in keeping deposits with banks. Subsequently, banking in India remained the exclusive domain of Europeans for next several decades until the beginning of the 20th century.

Structure of the organized banking sector in India. Numbers of banks are in brackets. By the 1900s, the market expanded with the establishment of banks such as Punjab National Bank, in 1895 in Lahore and Bank of India, in 1906, in Mumbai - both of which were founded under private ownership. Punjab National Bank is the first Swadeshi Bank founded by the leaders like Lala Lajpat Rai, Sardar Dyal Singh Majithia. A number of banks established then have survived to the present such as Bank of India, Corporation Bank, Indian Bank, Bank of Baroda, Canara Bank and Central Bank of India.

POST-INDEPENDENCE
In 1948, the Reserve Bank of India, India's central banking authority, was nationalized, and it became an institution owned by the Government of India. In 1949, the Banking Regulation Act was enacted which empowered the Reserve Bank of India (RBI) "to regulate, control, and inspect the banks in India." The

Banking Regulation Act also provided that no new bank or branch of an existing bank may be opened without a license from the RBI, and no two banks could have common directors. However, despite these provisions, control and regulations, banks in India except the State Bank of India, continued to be owned and operated by private persons. This changed with the nationalization of major banks in India on 19th July, 1969.

NATIONALISATION
Indira Gandhi, the-then Prime Minister of India expressed the intention of the GOI in the annual conference of the All India Congress Meeting in a paper entitled "Stray thoughts on Bank Nationalisation." The paper was received with positive enthusiasm. Thereafter, her move was swift and sudden, and the GOI issued an ordinance and nationalised the 14 largest commercial banks with effect from the midnight of July 19, 1969. Jayaprakash Narayan, a national leader of India, described the step as a "masterstroke of political sagacity." Within two weeks of the issue of the ordinance, the Parliament passed the Banking Companies (Acquition and Transfer of Undertaking) Bill, and it received the presidential approval on 9th August, 1969. A second dose of nationalisation of 6 more commercial banks followed in 1980. The stated reason for the nationalisation was to give the government more control of credit delivery. With the second dose of nationalisation, the GOI controlled around 91% of the banking business of India.

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LIBERALISATION
In the early 1990s the then Narsimha Rao government embarked on a policy of liberalisation and gave licences to a small number of private banks, which came to be known as New Generation tech-savvy banks, which included banks such as Global Trust Bank (the first of such new generation banks to be set up)which later amalgamated with Oriental Bank of Commerce, UTI Bank(now re-named as Axis Bank), ICICI Bank and HDFC Bank. This move, along with the rapid growth in the economy of India, kick started the banking sector in India, which has seen rapid growth with strong contribution from all the three sectors of banks, namely, government banks, private banks and foreign banks.

CURRENT SITUATION
Reach in rural India still remains a challenge for the private sector and foreign banks. In terms of quality of assets and capital adequacy, Indian banks are considered to have clean, strong and transparent balance sheets relative to other banks in comparable economies in its region. The Reserve Bank of India is an autonomous body, with minimal pressure from the government. In March 2006, the Reserve Bank of India allowed Warburg Pincus to increase its stake in Kotak Mahindra Bank (a private sector bank) to 10%. This is the first time an investor has been allowed to hold more than 5% in a private sector bank since the RBI announced norms in 2005 that any stake exceeding 5% in the private sector banks would need to be vetted by them. Currently, India has 88 scheduled commercial banks (SCBs) - 27 public sector banks (that is with the Government of India holding a stake)after merger of New Bank of India in Punjab National Bank in 1993, 29 private banks (these do not have government stake; they may be publicly listed and traded on stock exchanges) and 31 foreign banks. They have a combined network of over 53,000 branches and 17,000 ATMs.

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CHAPTER 2

INTRODUCTION TO THE ORGANIZATION

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Introduction of ICICI Bank

HISTORY 1955 : The Industrial Credit and Investment Corporation of India Limited (ICICI) incorporated at the initiative of the World Bank, the Government of India and representatives of Indian industry, with the objective of creating a development financial institution for providing medium-term and long-term project financing to Indian businesses. Mr.A.Ramaswami Mudaliar elected as the first Chairman of ICICI Limited.

1958 :Mr.G.L.Mehta appointed the second Chairman of ICICI Ltd. 1967 :ICICI made its first debenture issue for Rs.6 crore, which was oversubscribed.

1977 : ICICI sponsored the formation of Housing Development Finance Corporation. Managed its first equity public issue 1984 :Mr. S. Nadkarni appointed the sixth Chairman of ICICI.

1987 : ICICI signed a loan agreement for Sterling Pound 10 million with Commonwealth Development Corporation (CDC), the first loan by CDC for financing projects in India. 1993 : ICICI Securities and Finance Company Limited in joint venture with J. P. Morgan set up. : ICICI Asset Management Company set up.

1994 : ICICI Bank set up. 1997 : ICICI Ltd was the first intermediary to move away from single prime rate to three-tier prime rates structure and introduced yield-curve based pricing.

1999 :ICICI launched retail finance - car loans, house loans and loans for consumer durables.

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2000 :ICICI Bank became the first commercial bank from India to list its stock on NYSE. 2002 : ICICI Ltd merged with ICICI Bank Ltd to create Indias secondlargest bank in terms of assets.

2003 :The first Integrated Currency Management Centre launched in Pune. :ICICI Bank announced the setting up of its first ever offshore branch in Singapore.

2004 :Max Money, a home loan product that offers the dual benefit of higher eligibility and affordability to a customer, introduced. :Mobile banking service in India launched in association with Reliance Infocomm.

2005 :First rural branch and ATM launched in Uttar Pradesh at Delpandarwa, Hardoi. :"Free for Life" credit cards launched wherein annual fees of all ICICI Bank Credit Cards were waived off.

2006 :ICICI Bank became the first Indian bank to issue hybrid Tier-1 perpetual debt in the international markets. :ICICI Bank subsidiary set up in Russia.

2008 :ICICI Bank enters US, launches its first branch in New York :ICICI Bank enters Germany, opens its first branch in Frankfurt

2009 :ICICI bank ties up with BSNL Cell One for bill payments, it will facilitate bill payment for BSNL Cell One users through www.icicibank.com across all the 27 circles of BSNL. 2010: Rajasthan bank merged in it.

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PRODUCT & SERVICES Free services Following services are provided to every type of A/C holder in general. ATMs Besides cash withdrawals, some of the important things that you can do through the International Debit cum ATM card are; Balance Enquiry Statement Request Cheque-book Request Mini statements Cheque and Cash Deposits International usage 10 million worldwide. . Fabulous discounts and great deals at various establishments

Internet Banking Internet Banking gives you the power to access your Bank account from your Personal Computer. Some of the important features of Internet Banking are: Account Balance Inquiry Transaction tracking and history Cheque status inquiry Funds transfer facilities to Own-account or third-parties Cheque book Requests Stop payment Requests FD renewal Requests

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Phone Banking Just pick up your phone and access your account. The following features are available through Phone Banking: Current Balance Inquiry Last 5 transactions inquiry Statement by fax - fax-back, fax to another number, fax to

registered number, Statement by mail Cheque status enquiry Cheque book request Balance as of a particular date

Mobile Banking The unique feature is that this facility is available across all mobile service providers. Balance enquiry Details of Last three transactions Cheque payment status Cheque book request Statement request

Funds Transfer One can transfer funds from one account to another at any ICICI Bank branch across cities free of cost up to any amount. Cash deposit and withdrawal at any Branch - Free up to Rs.50,000. A nominal charge will be applicable for all deposits and withdrawals greater than Rs. 50,(K), You can

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deposit a local cheque at any ICICI Bank branch for credit into your account.

Demat Account Open 4 free demat accounts with customer's saving account. Customer can now have total security for their shares, bonds and financial securities. Our transaction and annual maintenance charges are also amongst the lowest in the industry.

Quarterly Statement by Courier and Email You will now receive your quarterly account statements by courier and email free of cost Current year certificate of balance and interest certificate are also absolutely free. Y can also receive duplicate statements by request at very nominal charges. Personalized Cheque-book A valued customer and not just an account number for us. As a result your savings account cheque books will have your name and account number printed on it. Investment Advisory Services Our specialized team of investment advisors will assist you with your investment decisions in Mutual Funds, RBI Relief Bonds and others. Other services Quarterly Interest on your Savings Account Interest will he calculated and paid in you every quarter Interest rate applicable to the Savings account is 3.5% pa. Extended Banking Hours Our branches across cities are open till 3 to 4 pm on week-days and till 2 pm on Saturdays,

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providing maximum convenience to you.

Sunday Banking Some of our branches arc also opens on Sundays that gives you an opportunity to complete all your Banking requirements at your convenience. Locker Our branches provide lockers facility at nominal charges Who can open an Account? Resident Individuals, Minors, Hindu Undivided Family (HUF), Trusts, Associate Clubs, Societies, Foreign National residing in India can open a/c. Documents required fur Account Opening: Account opening form Latest passport size photograph Self cheque or cash deposit Copy of passport

In the absence of passport copy of one document each from list A and list B is required: List A Voter's ID card

Defense services Id or Government ID Driving License PAN card Photo credit card

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List B Latest Bank account/credit card statement Latest electricity/telephone/mobile phone bill Latest copy of LIC policy or insurance premium receipt Latest copy of NSC Letter from employer certifying current mailing address Latest house lease agreement

In addition the following Forms are required: Proof of PAN /GIR OR form 60 (only for cash deposits) Minor accounts additionally require Copy of minor's birth certificate is required Foreigners resident in India additionally require Photocopy of passport with a valid visa or work permit

Saving Bank A/c ICICI Bank's saving account altos you to access a complete suite of services. Customers can open their saving account with an initial amount of Rs. 5000. They can enjoy all the benefits and services by maintaining minimum average quarterly balance of Rs. 5000.

General Instructions Customer need to maintain tin Average Quarterly balance (AQB) of Rs 5000 to avail the host of services which ICICI Bank offers to customers. Interest @ 3.5% pa is applicable on the Savings Account.

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 Interest on your savings account will be calculated and credited every quarter of the financial year i.e. on the last day of June, September, December and March. Customer will receive their account statement the month following every quarter of the financial year i.e. July, October, January and April. Customer can access and operate their account from any branch of ICICI Bank across India. Customer can electronically transfer funds from one account to another in any branch across cities free of cost. They can withdraw and deposit cash up to 50,000 pre day at any branch. Apart from International Debit cum ATM card, all other services come to you free of charges. These services have been introduced to make banking convenient and hassle-free for Option for customer. The Intermit ional Debit cum ATM card has been packed with additional features to convert it to a virtual Bank and comes at a nominal annual fee of Rs, 99 annually with no joining fee waived off for customers. Customer can withdraw up to Rs. 25,000 per day from your International Debit cum ATM card. Customer can also use their International Debit cum ATM card at over 3500 ATMs in India and 8.5 lack locations worldwide. However there is u small charge for using ATMs that do not belong to ICICI Bank.

Sweep in saving A/c Presenting the too-good-to-be true Savings account - one that earns you high interest and gives greater flexibility, Very often, you wish to place money in a fixed deposit and yet want to retain the option of withdrawing from that deposit. Thats precisely what the sweep-in savings account empowers you to do. Open a fixed deposit with Rs. 50,000 and get a free zero balance savings accounts. You can easily withdraw your deposit in units of Rs. 1000. Just issue a cheque, withdraw across the counter or use International Detail cum ATM card and the amount is automatically swept in your savings account from your fixed deposit account.

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Features You need to open the account with Rs. 50,000 and maintain an Average Quarterly balance of Rs. 50,000 to avail of the twin benefits of higher interest rate of fixed deposit as well as flexibility of savings Bank account.

How does it work? Let's say customer doesn't have any balance in your savings account and you have issued a cheque for Rs. 4500. 5 units of Rs. 1000 each i.e. Rs. 5000 will be broken from your fixed deposit and your cheque of Rs. 4500 will be paid. The additional Rs. 500 will be credited to his savings account. The Rs. 45,000 balance in your fixed deposit will continue to earn the contracted rate of interest. Customer can also open multiple deposits that can be linked to your savings account. The last deposit that he made will be broken first so that you don't lose interest. Customer need to maintain an Average Quarterly Balance of Rs. 50000), freely avail of this power packed product. In General: There is no minimum balance that customer needs to maintain in your Sweep-in

Savings Account But customer need to maintain an Average Quarterly Balance of Rs. 50,000 in the fixed deposit. In case the balance goes below the limit, the charges levied will be the same as savings account. Interest (@ 3.5% pa is applicable on the Sweep-in Savings Account. Interest on your savings account will be calculated and credited every quarter of the

financial year i.e. on the last day of June, September, December and March. Customer will receive its account statement the month following every quarter of the

financial year i.e. July, October, January und April. Apart from International Debit cum ATM card, all other services come to you free of charge.

These services have been introduced to make Banking convenient and hassle-free for you. The International Debit cum ATM card has been packed with additional features to convert it to a virtual

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Bank and comes at a nominal annual fee of Rs. 99 annually with no joining fee. Customer can withdraw up to Rs. 25,000 per day from customer International Debit cum

ATM card. He can also use your International Debit cum ATM card at over 3500 ATMs in India and 8.5 lakh locations worldwide. returns Customer can open 4 free demat accounts with Customer sweep-in saving account. The sweep-in savings account works on a simple concept of high liquidity and higher

Corporate Payroll Account Growing sales and scale of operations of your company, controlling costs, managing employee turnover are some of the issues you are seized with everyday, ICICI Bank asks "what can I do for you?" and comes up with one answer to streamline your requirements on salary disbursement. Features With ICICI hank Corporate Salary account, now you need not worry about cash disbursement / account reconciliation and your employees will enjoy world class benefits and privileges. Benefits to Employees The salary will be credited to your employees' account electronically any where in India, saving him the trouble of waiting for a cheque / draft to be cleared. The Payroll Account offers the wide range of products and services that spell simplicity and convenience. Add to it, there are a plethora of free services which will truly give your employees the ultimate in banking experience.

Free Services Demand Drafts / Pay Orders Special customers can issue free Demand Drafts and pay orders on any of the ICICI Bank locutions throughout India, without any limit on number or amount of transactions. ATM Access Bank have over 460 ATMs spread across every corner of the country and this number just keeps

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on increasing everyday to let your employees access their account anytime, anywhere. Investment Advisory Services Our special advisory team will assist your employees with their investment decisions on mutual funds, insurance and bonds. We also do portfolio management to maximize returns on your employees' investments.

Anywhere Blinking Bank believes in being available to all customers whenever they want. To that end your employees can access their account through our vast ATM network, phone banking, mobile phone banking and internet banking. Statement of Account A quarterly statement of account will be sent to all customers. Bank will also send them a monthly statement of a\c to their chosen e- mail id. Personalized Cheque Book We provide free cheque book with your employees' name to operate their account throughout year. Electronic Fund Transfer Online connectivity of all ICICI Bank branches ensures easy transfer of funds from one account to another, free of charge without any limit on amount or number of transaction*

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Special Benefits for Employees Account Opening Formalities The Bank's representative, will visit your office to complete all the formalities ('including taking photographs) for opening your employees account. Your employees can relax and let us do the paperwork. Reimbursement Account Your employees can have separate reimbursement accounts to credit regular reimbursements like LTA, conveyance expenses etc. This would help your employees to manage cash reimbursement separately fur tax purposes. Zero Balance Savings Account Now your employees don't need to tock a minimum balance in their savings account anywhere (which is otherwise Rs. 5000,}. The Payroll Account is a Zero balance Savings Account. Welcome Kit ICICI Bank is the first Bank to introduce the welcome kit concept. Powered by welcome kit, your employees can start operating their account the same day they fill up an account opening form. International Debit cum ATM card The ICICI Bank International Debit cum ATM card altos your employees to purchase Goods

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merchant establishments and also give them the freedom to withdraw cash from ATMs in India and abroad. The International Debit cum ATM card is fully loaded and Offers Fabulous discounts at over 600 establishments totally points with great rewards Enhanced access to over 6.7 lack ATMs and 10 million establishments worldwide Promotional programs with exciting prices

Demat Account As a special offer, Demat Account opening charges will be waived and no account maintenance charges will be applicable for the first year. That aside, we provide your employees' statement of holding by e-mail with the exact value of the holdings indicated. Home / Personal Loans As a special offer, your employees can avail offers that best suit their requirements. Now your employees can own that dream house or go for that holiday which they promised themselves. Temporary Overdraft Facility An overdraft facility to the tune of 50% of your employees monthly net salary. This makes him covered for those unplanned needs and ensures that none of the cheque issued by him will ever bounce back. Cheque Drop Box Clearance once a day The Cheque Drop Box would be installed at the company premises, where your employees can deposit their cheque. This cheque would be cleared on a daily basis Tax Filing We will come at the end of financial year and help your employees file their income tax returns. What's more, we will also help your employees to get their refunds in a quick time. This service

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would be available for a nominal charge.

Current Account

ICICI Bank's current account comes packed with a host of services and facilities that makes Banking convenient and hassle-free. With services such us multi-city multi-branch blinking, electronic funds transfers, national clearing in 15 cities, you are assured of faster remittances and collection of funds at competitive rates. With ATMs that allow you to withdraw cash any time day and night, Internet Banking, Phone Banking and Mobile Banking, which allow you to Bank from their office. Customer can open your account with only Rs. 10,000 and will have to maintain an average quarterly balance of Rs. 10,000. But this is nothing compared to a host of services and facilities that will make your current account work more effectively and efficiently. Open Current Accounts Following can open current A\c:

Sole Proprietorship Firm Partnership firm Private and Public Limited Companies Hindu Undivided Family

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Trusts Societies, clubs & Associations

Documents required for account opening: Sole Proprietorship Account opening form Signed declaration in the Account Opening form with some required document: Passport Copy Voter ID card Defense Id/Govt. ID Driving License PAN card Photo credit card

In addition the following forms are required Proof of existence of sole proprietorship firm. Electricity\ telephone bill for the sole proprietorship firm. Shop and Establishment certificate. Proof of PAN /GIR No or Form 60. Latest passport sized photograph of the sole proprietor.

If the address mentioned in any of the above documents is different from that stated in the account opening form, kindly submit any one of the following to confirm the present address. Ration card Gas connection receipt Latest telephone bill

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Latest electricity bill

Partnership firm Account opening form Signed declaration in the Account Opening form Passport copies of all partners Voter ID card Defense Id/Govt ID PAN card Photo credit card

In addition the following forms arc required Proof of existence of partnership firm Shop and Establishment certificate Copy of registration certificate Copy of partnership deed Letter of consent signed by all partners PAN /GIR No or Form 60 Names, addresses and latest passport sized photographs of the partners

Private Limited and Public Limited companies Account opening form Copy of certificate of incorporation Names and latest passport sized photographs of the authorized signatories Certified true copy of memorandum and articles of associations Certified true copy of commencement of business PAN/GIR No details or Form 60 Names, addresses of directors of the companies

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Certified true copy of board resolution

Hindu Undivided Family Account opening form Signed declaration by Karta and Co-parccnors in the Account opening Form Names and signatures addresses of Karta and co-parcenors Names', signatures and latest passport sized photographs of' authorized signatories PAN/GIR No details of Form 60

Trusts Account opening form Copy of Trust Deed Copy of the resolution of the Trustees Copy of registration certificate Names and latest passport size photographs of the authorized signatories Names, addresses of the trustees

Clubs/Societies und Associations Names and signatures and latest passport sized photographs of authorized signatories Copy of rules and by-laws Copy of the resolution of members for account operation Copy of registration certificate Account Opening Form ICICI Bank's Business Special Current account gives a host of free services and facilities that ensure optimal utilization of funds, higher liquidity and coat savings. At the same time you don't have to keep a higher minimum balance. You need to keep an Average quarterly balance of Rs. 50,000 only to avail the free services

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Free Services Demand Drafts up to Rs. 75 lacks per month On ICICI Bank locations Rs. 50 lacks on ICICI Bank- RBI locations Rs. 75 lacks per month - Rs. 2.00 per Rs. 1000) (minimum Rs.25 maximum On non-ICICI Bank locations Up to Rs l0,000 - Rs. 50 + Rs. 25 Rs. 5000)

Cheque collection On ICICI Bank locations (minimum 25 +postage) Free- Up to Rs. 50 lacs per month per account 50 lacs 0.25% + postage On non-ICICI Bank locations (minimum Rs. 50/- + postage ) 0.15% + Correspondent Bank Charges

Electronic Funds transfers Free usage - Rs. 75 lacs per month ICICI Bank - RBI locations Rs.50lacs

ICICI Bank - Non RBI locations Rs. 25 lacs Above Rs. 75 lacs per month - Rs. 1.00 per Rs. 100

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Internet Banking In a borderless world spinning on the axis of the internet, inter Banking assumes a special and sophisticated significance. Admittedly, such a service requires security of the highest nature and complete privacy protection. To that end, ICICI Bank provide a completely secure environment, using 128-bit encryption secure sockets layer (SSL), digitally certified by version. 128 -bit SSL. This guarantees world-class security for Internet and e-commerce. There are slews of services that are available through this. Customer can view their balance or mini statement check on a cheque and stop it if need to. Get. A statement of account, see it on their screen or download it to there PC; into excel or Ms - Money or take a text print for their records. Customer can also transfer funds to another account and get it down right away or schedule it for a later time, Additional; customer can pay their bills, open a Fixesd deposit Account, and Order a cheque book or even right to their relationship Manager. Internet, a vast network of computers has become almost omnipresent. This network is on Round-the-clock and round-the-globe, shattering time and space boundaries. The browser is the now the Universal front-end.

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Internet Banking uses the power of the Internet to provide the convenience of 24x7 Banking, 365 days a year, from the convenience of home, office or a hotel room. Customers can use their own computers at their home or office or use public kiosks and Cyber cafes. Besides computers and laptops, devices like mobile phones and Pads also connect to the Internet. ICICI Bank has been providing high-end technology solutions to our customers. We are now launching "i-nctBanking", ICICI Bank's Internet Banking solution for retail.

I-net Banking features l-net banking; provides enquiry and transactional facilities to customers. The list of Features available to retail customers are: Account information

Account Balance Account enquiry and status Transaction tracking and history Statements Cheque status Funds transfer transactions

Own-account Third-party Online Instructions and Requests Cheque book Stop payment

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FD renewal

Customer Service Mail / Messages Alerts

Account balance reducing below a set value Fixed Deposits maturing in 7 days Loan repayment due in 7 days Confirmation of funds transfer Bill presentment Customize feature

Change of login and transaction passwords Creation of Nicknames for Accounts Bank will be enhancing the service to provide the capabilities, which would be of interest to our customers. Besides providing Demat accounts enquiry, other features are; Direct Debits Internet Shopping mulls / B2C sites ISPs/Utilities Other service providers - Share trading, Auctions, etc.

Additional Requests Draft / pay order issue,

Card loss intimation Registration for other channels (mobile & telephone Banking) Other services Web Chat

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 Tools Funds flow models Calculators Online information on third party products like mutual funds, bonds, insurance etc. as well purchase of third party products over the Net. Services like Tax and Investment information and management, portfolio tracking. Bank would provide news and information content (articles /newsletters /FAQs help /etc), from internal and external sources, on topics of interest to its. Security Security is of prime importance when providing financial services over the Net. Internet banking is built on state-of-the-art technologies that provide a high degree of security. The security infrastructure comprises of filtering routers, firewalls, intrusion detection systems (IDS), besides virus monitoring tools, etc. The security requirements adhere to RBI's recommendations for Internet Ranking. The security has been implemented and audited by Ernst & Young, an international consulting firm, using internationally accepted standards and practices. I-Net Banking uses 128-bit digital certificate from VeriSign for encryption of the Secure Sockets Layer (SSI.) session. SSL is the industry standard for encrypted communication and ensures that customer's interaction with the Bank over the Internet is secure. Besides technological solutions, security is also built into the process of registration and usage of Internet Blinking. First-time passwords are automatically generated by the system and printed on to password mailers. Two levels of passwords arc provided. Transaction password is used for confirming financial / nun-financial transactions. Customer is (braid to change password on when he togs on for the first time. The I-net (Banking facility is locked in case of 5 consecutive wrong passwords.

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Forced periodic change of passwords is implemented. 1-net Banking enforces use of minimum 6 character password, which should include alphabets (A-Z,) as well as numbers (0-9). Special characters like #$@% are also accepted as part of the password.

Competitive Advantage I-net Banking provides online real-time service. Covers all our products (assets and liabilities) and Demat (to be available soon) Email alerts (SMS in Phase 2) Common login id (customer id) across all products and channels (Internet / Mobile (WAP & SMS) / Phone) so that the customer has to remember only one id. Additional transaction password for transaction giving higher security.

Mobile banking Business is on the move as are the people who conduct it reason enough for the banking business to recognize that. Mobile Banking initiative permit customer to move money while on the move. Features If customer has a non- WAP enabled mobile phone then he can use The SMS facility and conduct the following operations using (the messaging service of his service provider: Balance inquiry Last three transaction Cheque book request Statement request Demat Free balance holding Demat - Last two transactions Bill payment

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If customer has a WAP enabled mobile phone he can do interactive Banking with Bank. If Customer need to draw cash while travel his mobile will indicate the nearest ICICI Bank Branch and its phone number. Transaction using WAP are WAP-WTIS compliant (meaning Customer has the comfort of transaction at the highest level of security standard available International). How to access the SMS Banking Service? While using SMS Banking service using, it user has to give a request as a short message through a mobile phone. The short message should be in a particular format. The message has to be sent to 9821043718 or 9820346920. After the message is sent, within few seconds, the user will receive a response on his / her mobile phone as a short message.

Phone Banking Phone Banking is a telephone banking service that gives information about customer account at any of Bank branches, from any where, at any time. It also altos customer to make certain request to Bank regarding their account. It also provides information about other products and services of the Bank. This service is totally free of cost and can be assessed any time of the day or night 365 days of the year. In this, Bank will provide a 4-digit Telephone Identification Number (TIN) and activate it on receiving customer's signed consent form. Customer can change his TIN to any other 4-digit number as many times as he wishes, at any time. Services Available Account related services Update balance inquiry

36

 Balance as of a particular date Last 5 transaction Status of inward clearing cheque Statement, of account by FAX/MAIL Request for cheque book Hot listing of ATM debit cards Status of cheque issued and deposit Funds in clearing Bill payment Funds transfer Dial-a-draft (available during office hours) Stop payment Open a fixed deposit by debit to your account Renewal instruction on your existing fixed deposit Report loss of cheque book To enable the facility of Dial-a-draft, opening of fixed deposit, bill payment and other financial transactions for your account, we request you to download the application form for financial transactions through phone banking, get it signed by all joint account holders and submit the same at your branch. Demat Account related service Details of your demat accounts Holding details in ascending/descending order Holding statement by fax/e-mail
LAST five transactions

Transactions statement by fax/e-mail Billing details Billing details by fax/mail/e-mail Report loss of delivery instruction slip Request for transfer slip booklet

37

 Information about your Loan account Last five transactions Request for account statement Request for provisional certificate Product information Foreign Foreign exchange rates Deposit rates NRE & FCNR interest rates Deposit rates by FAX Other information services Change of TIN Advise ATM card loss General information about the Bank Call transfer 10 officer on request during office hours Lockers The safe deposit locker facility offers invaluable safely for valuable customers. Bank also has on offer a variety a (sizes to fit customer requirements. The deposit lockers can be operated at their convenience during Bank's extended Banking hours as well as on all seven days at select branches. How to rent a locker? Open a saving Bank account with Rs-5000 Pay one time administrative charge including legal fees/slump paper charges Pay only one year rent in advance of funds No additional fixed deposit required Rental charges

38

Life insurance Investing in life insurance is one of the most important decisions in a person's life. 1DBI Bank brings Birla Sun Life Insurance, one of the leading providers of the best life insurance products. To invest in an insurance policy, just walk into any of our major Bank branches where you can meet a Certified Insurance Officer from Birla Sun Life. He will offer you all the guidance and direction you need to decide on a life insurance policy that's perfect for you. Mentioned below are the details of major products from Birla Sun Life Insurance. After linking a close took at your profile, short-term and tong-term needs and your plans for the future, he will recommend a policy that's best for customer. So life insurance not only provides life cover, it is also a good investment opportunity with growth potential. Electronic securities Banking With these changing times, surely one would expect the storage of securities, certificates and records to change. Mercifully, that has happened. With our Demat account, all your shares and securities can be held electronically in it depository. Which really means a profile farewell to paper work and a warm welcome to greater efficiency and for that mailer, security? Fixed deposits ICICI bank believes that youre hard earned money should grow even when it is not being used. For that we have a range of flexible fixed deposit plans to suit your individual needs. You can open a fixed deposit for tenure ranging from 15 days to 5 years. Senior Citizens Fixed deposit If you are a senior citizen, you have the advantage of earning higher interest on your regular income plans and reinvestment plans. Our interest rates for senior citizens arc higher by 0.50% pa. You can choose from tenure ranging from 46 days to 9 years for minimum deposits starting from Rs. 10,000, Who can open fixed deposit account Resident of lnda

39

 Minors Sole Proprietorship Firm Foreign National residing in India Hindu Undivided Family Trusts Societies, Clubs and Associations Private and Public Limited Companies

Document required far Account Opening by Resident Individuals Account opening form Latest passport size photograph Self cheque or cash deposit Copy of passport

List A List B Latest Bank account credit card statement Latest electricity/telephone/mobile phone bill latest copy of L1C policy or insurance premium receipt Latest house lease agreement Letter from employer certifying current mailing address Voter's ID card Defiance services Id/ Government ID Driving License PAN card Photo credit card

40

Latest copy of NSC

CHAPTER 3

41

RESEARCH METHODOLOGY

Research Methodology

Title of the study:"A survey on Banking products, consumer satisfaction and awareness in ICICI Bank, Jaipur

Objectives of the study: To know the customer needs and expectations. To find out the factors which customer takes into consideration in opening an account? To know that up to what extent a customer is satisfied with the bank To know the customer complaints and their redressal Scope of the study:-

42

The study was conducted in ICICI Bank of Jaipur city from 15/04/2011 to 30/04/2011. Significance of the study: Every research is conducted to fulfill certain objectives and these objective in turn fulfill some purpose and arc of significance for one or more then one party these research is significant for;To the researcher This study provides the research practical sight of various activities and function of the Bank. The researcher will also be able to develop on in depth knowledge of banking sector. The study is also required for the partial fulfillment of the requirement for the degree of MBA as per the curriculum. To the Bank The study would help ICICI Bank to know him customers attitude (about awareness and satisfaction level towards its various products.)

Research Methodology 1. Type of Research research is descriptive, in nature. 2. Universe customer of ICICI Bank in Jaipur city. 3. Sampling Unit Existing customer of ICICI Bank. 4. Sample Size 200 respondents. 5. Data Type Primary & secondary data

6. Instrument of Data collection - A pilot survey was conducted by researcher and then some amendments were done in the questionnaire & structured schedule with open ended as well as close ended was asked

43

from the respondents..

Limitations of the study; Lack or Banking knowledge Since the results have been drawn on the basis of me he information provided by respondent changes of responses error might be there. The time provided for the collection of data was a major constraint and increased size could give better result. Survey was restricted In Jaipur city only, so its very difficult to generalize. the

CHAPTER 4

44

FACTS & FINDINGS

FACTS AND FINDINGS

Sample Status

01

Distribution of Respondent

Age group_ 18-40 41-60

No. of Respondents' (f)

No of Respondents' (in %)

124 67

45

Above 60 9 Total 200

100%

140 120 100 80 60 40 20 0 No. of Respondents' (f)

18-40 41-60 Above 60

2.

Distribution of Respondents' in terms of sex

Sex Male Female

No. of No of Respondent (In %) 194 97 Respondent 6 3

46

200 150 100 50 0 No. of Respondents' (f)

Male Female

3.

Distribution of Respondents' in terms of occupation;

Occupation Professionals Businessmen Servicemen Housewives

No. of No of Respondents' (in %) 87 Respondents 43.5 78 39 32 16 3 1.5

47

90 80 70 60 50 40 30 20 10 0 No. of Respondents
Professionals Businessmen Servicemen Housewives

Respondent's response regarding structured schedule that was asked from them is as follows: 1. Respondents' came to know about ICICI Bank through:

Respondents

No. Respondent

of No of Respondents' (in %) 17 6.5

A) B)

Through Friends/relatives Through existing customers

34 13

48

C) D) E)

Through advertisement Through Bank Employee/s Just Walked in

12 97 44

6 48.5 22

100 90 80 70 60 50 40 30 20 10 0 No. of Respondent

Through Friends/relatives

Through existing customers Through advertisement

Through Bank Employee/s Just Walked in

This is clear from the above findings that 48.5% respondents came to know about ICICI Bank through Bank employee/s.

1. Respondents' responses were as follows regarding awareness of following products and services of ICICI Bank

Products

No. of Respondents' (f)

49

Time Deposit (FD & RD) A/c Savings Bank A/c Current A/c Demat A/c Internet Banking Mobile Phone Banking Phone Banking Debit cum ATM Card ATM Services Insurance Lockers Electronic Fund Transfer (EFT)

56 167 56 89 98 90 56 189 123 45 23 27

200

Time Deposit (FD & RD) A/c Savings Bank A/c Current A/c Demat A/c Internet Banking Mobile Phone Banking Phone Banking Debit cum ATM Card ATM Services Insurance Lockers

180
160 140 120 100 80 60 40 20 0 No. of Respondents' (f)

Electronic Fund Transfer (EFT)

Above findings shows that most of the respondents were aware of the Debit cum ATM card and another were aware of the Savings Bank A/c and some of the respondents in

50

% are greater than 100% because of multiple responses of customers regarding products and services. 2. Respondents' were having the following A/c with the Bank:

A) B) C) D) E)

Services No. Time Deposit (FD & 8 Respondents Savings Bank A/c 123 RD) A/c Current A/c 52 Demat A/c 12 Any other 0

of No of Respondents(in %) 4 62 26 6 0

140 120 100 80

Current A/c Time Deposit (FD & RD) A/c Savings Bank A/c

60 40 20
Any other Demat A/c

0 No. of Respondents

From the above chart, it is clear that 62% respondents' were having savings Bank a/c and 26% respondents were having current a/c with ICICI Bank. Here Demat A/c is Demat + Savings A/c

3. Respondent's responses regarding influencing factor in opening an A/c were as

51

follows:

Particulars

No.

of No of Respondents (in %) 17 66 10 7

Respondents Goodwill of the Bank 34 Facilities provided by the Bank 132 Proximity of the Bank 21 Any other 13

140 120 100 80 60 40 20 0 No. of Respondents

Facilities provided by the Bank Proximity of the Bank Any other Goodwill of the Bank

This table shows that maximum no. of respondents i.e. 71% influenced from facilities provided by the Bank in opening an A/c. 4. In order to find out satisfaction level of customers, question was asked to respondents and following responses were obtained:

52

Particulars

No. of Respondents

No of Respondents ' (in %)

Dissatisfied Dissatisfied

Dissatisfy dissatisfy 9 6.5 14.5 3.5

Satisfied

Satisfied

Satisfied

satisfied

Neither

Neither

Employees' knowledge Customer Services Employees' Behavior Working Hours

136 139 127 141

46 48 44 52

18 13 29 7

68 69.5 63.5 70.5

23 24 22 26

160 140 120 100 80 60 40 20 0

Satisfied Neither Dissatisfied Satisfied Neither Dissatisfy

Employees' knowledge Customer Services Employees' Behavior Working Hours 141

%) No. of No of Respondents Respondents ' (in

As table shows that 68% respondents were satisfied with employees' knowledge,

ed feed

Nor

nor

53

69.5% were satisfied with customers services, 63.5% were satisfied with employees' behavior and 70.5% were satisfied with working hours of the Bank.

5. Respondent's responses regarding awareness of deposit through ATM were as follows:

Voice No. of respondent No. of Respondents (in %) A) Yes 114 57 B) No 86 43

54

120 100 80
Yes

60 40 20 0

No

This table shows that 57% respondents were aware of the deposit facility through ATM of ICICI Bank.

6. Respondent's were aware of the daily withdrawal limit of ATM of ICICI Bank as follows:

Limits

No. respondent

of No. of Respondent (in %)

55

Less

than

Rs. 0 0 178 22

0 0 89 11

10000 Rs. 15000 Rs. 25000 Don't Know

180 160 140 120 100 80 60 40 20 0 No. of respondent

Don't Know Less than Rs. 10000 Rs. 15000

Rs. 25000

This is clear from the above findings that 89% of respondents were aware of daily withdrawal limit of ATM and 11% respondents did not know about this facility.

8. Respondents responses regarding awareness of various Bank Loan schemes were as Follows:

Respons No. e respondent

of No. of Respondent (in %)

56

A) Yes B) No

112 88

56 44

120

100

80
Yes No

60

40

20

0 No. of respondent

This table shows that 56% of respondents were aware of the various Bank Loan schemes that will be provided by ICICI Bank, branch Jaipur in near future and 44% were not aware about this.

When this question "Have customer faced any problem" was asked to customers than the Respondents' responses were as follows:

A)

Response Yes

No. of No. of Respondent (in %) 79 39.5 respondent

57

B)

No

121

60.5

140

120 100

80
Yes No

60 40

20

0 No. of respondent

If yes then does their problem get attached by Bank staff?

58

No. respondent's (f) A) B) Yes No 79 0

of No. of Respondents' (in 100 %) 0

80 70 60 50 40 30 20 10 0 No. of respondent's (f)

Yes No

Above findings shows that 60.5% of respondents had not faced any problem regarding their a/c and the rest 39.5% of respondents, who had faced problem, get attended by Bank staff very well.

59

10. Respondents' found following responses regarding deficiencies in ICICI Bank Particulars No. respondent Seating arrangement Water facility Display of time standards Cleanliness premises Suggestion customers Box for 11 5.5 of 116 67 6 58 33.5 3 0 of No. of Respondents' (in %)

Branch 0

120 100

Seating arrangement

Water facility

80 60 40 20 0 No. of respondent
Cleanliness of Branch premises Display of time standards

Suggestion Box for customers

Above table shows that 58% of respondents found deficiency of seating arrangement

60

and other 33.5% respondents found deficiency of water facility of ICICI Bank. 11. Respondent's responses regarding switching over to other Bank were as follows:

Particulars No. of respondent No. of Respondent (in %) Yes No 109 91 54 46

110 105 100 95 90 85 80 No. of respondent

Yes No

It is clear from the above table that 54% of respondents would shift to other Bank, if they provide better services.

61

12. Respondents' responses regarding referrals were as follows:

Particular No. of respondent No. of Respondent (in %) Yes 158 79 No 42 21

160 140 120 100 80 60 40 20 0 No. of respondent

Yes No

If yes then why

Particulars

No. respondent

of No. of Respondents' (in %}

Facilities provided by the 112 Bank Better customer services Any other Both responses 57 0 31

58

26.5 0 15.5

62

120 100 80 60 40 20 0 No. of respondent

Facilities provided by the Bank

Better customer services

Any other

Both responses

Above table shows that 79% of respondents had given referrals because of facilities and better customer services provided by the Bank

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13. Respondents' rated ICICI Bank as follows:

Particulars Excellent Very good Average Poor

No. of respondent 23 139 38 0

No. of Respondent (in %) 11.5 69.5 19 0

140 120 100

Excellent

80
Very good

60 40 20 0 No. of respondent

Average Poor

Above table shows that 69.5% of respondents rated ICICI Bank 'very good' and no one has rated this Bank poor.

64

Suggestion from customer:

Adequate seating arrangement for customer should be there Attend customer properly

Need to improve customer care & customer services Loan & limit should be there Provide ATM card covers to the customer Arrange weekly or monthly meeting with the customer Employees behavior should be pofile & co-operative The account opening process should be easy Bank staff must have uniform Advertisement of the product should be in proper way Maximum branches of ICICI Bank should be open in proper way Accept the small denomination notes of Rs. 10 & Rs. 20 Cash deposit limit should be increased Separate inquiry staff should be there

65

CHAPTER 5

DATA ANALYSIS & INTERPRETATIONS

66

ANALYSIS & INTERPRETATIONS

When this question "How has customer come to know about ICICI Bank:" was asked to the respondents, then the researcher found the responses by different type of respondents as follows:

Occupation

Through

Through Existing Customer 3 6

Through

Through

Just Walke

Total

Professionals Friends/ relatives Businessmen 10 Servicemen Housewives Total 34 17

Advertiseme Bank nt 4 4

Employee d in 26 52 2 12 30 55 109 2 44 200

13

12

97

As per the respondent's response, most of the 50% professionals, 47% businessmen, 48% servicemen & 100% housewives became the customer of ICICI Bank through Bank employees.

It shows that Bank employees have played major role in making new customers. Some of other respondents of the total sample became the customer through "just walked in" option because this branch is near to their home and became the customer through friends that means a satisfied customer is an advertisement itself to the Bank.

67

CHAPTER 6

SWOT ANALYSIS

68

SWOT ANALYSIS

Strengths:

The strengths of the mutual fund industry lie in the professional management of assets under management. Another strength is the relative less risky investments as the portfolio of the fund is quite huge and thus diversified. It is a safe haven for all the conservative investors who want to participate in the market but also want a cushion as a back-up plan.

Weaknesses:

The weaknesses lie in the high entry and exit load of almost all mutual funds including ICICI PRU. Erosion of investors capital base in equity based funds is a hurdle in the growth and popularity of MFs.

69

Opportunities:

Opportunities lie in successful introduction of regulatory norms in the mutual fund industry. Attracting more investors would be possible if charges are alleviated to a certain extent.

Threats:

Threat lies to ICICI PRU MF in other more competitive MFs like H.D.F.C. ,Reliance , D.S.P. Blackrocks etc. Other more attractive investment options such as futures and forwards, with a higher upside participation in market are a threat to this industry and also ICICI PRU MF. Structured products like Blended debt-Plus hybrid series, introduced by various investment banks, having features of both equity and debt are an added threat.

70

CHAPTER 7

CONCLUSIONS

71

Conclusions
On the above basis survey, researcher can recommend that though the customers are satisfied with the services provided by ICICI Bank, there is a vast scope of improvement in the level of satisfaction. This can be taking care of suggestions given by different customers. It was also observed that though the Bank has launched various innovative products, the level of customers' awareness about products & services is very tow. So, it is suggested that staff of the branches should be more proactive publicizing about their products. 1. Bank employees played a great role to influence the respondents in opening an a/c with ICICI Bank. 2. Debit cum ATM card and savings Bank a/c but about other products & services the level of customers' awareness is very tow. 3. It is concluded from the above research that most of the customers were having Saving Bank A/c with ICICI Bank. 4. From the research, researcher found that facilities provided by the Bank were the prominent influencing factor in opening an a/c. 5. Through the survey the researcher came to the result that most of the respondents were satisfied with the Employees' knowledge, customer services, Employees behavior and working hours. 6. Researcher found that most of the customers were aware of the deposit facility through ATM and daily withdrawal limit of ATM of this Bank. 7. Researcher found that most of the customers were aware of this Bank. 8. FROM the research, researcher found that most of the respondents were aware of Loan schemes provided by ICICI Bank, Branch Jaipur in near future, will provide that.

72

9. Through the survey the researcher came to the result that most of the respondents did not face any problem regarding their account. 10. Researcher found that there was a deficiency of seating arrangement for customers in Jaipur Branch premises and other deficiency was water facility. 11. From the research, researcher found that most of the customers of ICICI Bank would shift to other Bank, if they provide better services.

CHAPTER 8

RECOMMENDATIONS & SUGGESTIONS

73

Recommendetions & Suggestions:

In order to survive in this area of cutthroat's competition, it is very important for an organization to give the best to its customers'. After going through the study on this project, following suggestion is being forward to ICICI Bank, Jaipur Branch: The reason behind opening a/c in ICICI Bank is facilities and better customer services. So bank should provide more facilities and services, if it is feasible as compare to other private Banks so that the customers will be more benefited. As it is clear that level of awareness of customers is tow, so the Bank employees should advertise about the products and schemes amongst the customers aggressively. Progress chart and P & L A/c of the Bank in Manager's room as well as in the premises of Bank should be there so that customers of the Bank can get knowledge about the financial positioning of the Bank. Bank should provide special product for senior citizens. Adequate seating arrangement for valuable customers.

74

ANNEXURE
Name .......................... Occupation. Age ............. Account No.

Address.

1. How have you come to know about ICICI Bank? (A) Through friends / relatives (C) through advertisement (E) Just walked in (B) Through existing customers

(D) Through a Bank employee

2 . Are you aware of the following products and services offered by this Bank? (Please Tick?) (A)Time deposits (FD & RD Account) (C)Current account (D)Demat account (B)Saving Bank account (E)Internet Banking (H)Debit cum ATM card (K) Lockers

(F)Mobile phone Banking (G)Phone Banking (I) ATM services (J) Insurance

75

(L) Electronic fund transfer (EFT)

3.

What type of account do you have with this Bank? (B) Saving Bank account

(A) Time deposits (FD & RD A/c) (C) Current account (E) Any other 4.

(D) Demat account

What influenced you to open an account in this Bank? (B) Facilities provided by the Bank (D) Any other

(A) Goodwill of the Bank (C) Proximity to the Bank

5.

Are you satisfied with the following?

(Please tick one column for each of the following)

Satisfied Neither satisfied Dissatisfied Nor dissatisfied

(A)Employees' knowledge (B)Customer services (C)E m p l o y e e s ' b e h a v i o r (D)Working hours

1 1 1 1

2 2 2 2

3 3 3 3

6 . Are you aware of the deposit facility through ATM of this Bank? (A) Yes (B) No

What is the daily withdrawal limit of ATM that is provided by this Bank? (B) Rs. 15,000 (D) dont know

(A) Less than Rs.10,000 (C) Rs. 25,000

76

8.

Are you aware of the various Loan schemes that will be provided by ICICI

Bank, Jaipur in near future? (A) Yes (B) No

Have

you

ever (B) No

faced

any

problem

in

this

Bank?

(A) Yes If yes, was

your

problem (B) No

attended

by

the

Bank

staff?

(A) Yes

10

What kind of deficiencies do you find in this Bank?

(A) Seating facility for waiting customers (B) Water facility (C)Inadequate display of working hours (D) Cleanliness of branch premises (D)Suggestion box for customers

11. Would you shift to another Bank, if they provide better services? (A) Yes (B) No

12. Would you suggest anyone to open an account in this Bank? (A) Yes If yes, then why? (A) Facilities provided by the Bank (B) Better customer services (B) No

77

(C) If any other (Please specify) If no then, why?

13.

How will you rate ICICI BANK? (B) Very good (C) Average (D) Poor

(A) Excellent

14.

Please give your valuable suggestions: ------------------------------------------------------------------------------------------------------------

----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------

78

Signature

BIBLIOGRAPHY
www.ICICI.Bank.com www.google.com Kotler and killer 2010 Edition www.wikipedia.com

MAGAZINES
Times of India India Today Business Today

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