purush project 143

8/7/2019 purush project 143

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INTRODUCTION:

Every business organization main objective is getting the maximum profits from

its activities these objectives achieved by conducting various activities like innovate in

the new products and services, modifing the existing products and services. This type of

decision impact on an organization in two ways those are internal and external

Internal impact on financial resources and human resources like capital structure,

staff and company polices etc,.

External impact more on customers. Because of customer is god for the

organization, customers satisfaction is very important to the business organization to the

maximum profits when it satisfiy its customers. Before the organization going to take

any decision the evaluation of customers performance is very important. This

evaluation like wants, needs, desires and willingness to purchase. This evaluation

conducted through various activities like surveys, feedback letters from customer and

suggestion to improve the quality of product or services. This type of evaluation of

customers performance is called as customers orientation.

Especially in corporate banking sector point of view the customer orientation

plan crucial role player. Because now a days banking sector is very booming and

competitive sector private and public banks provides the various facilities to the

customer in attractive ways so that competition will rise. The organization wants to get

the maximum benefits from its customeres this competition will illumination innovative

products which the customers deserve with reasonable cost.


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MEANING AND DEFINITION:

Customer orientation includes determining customeres needs, wants and

developing the products or services to satisfy customeres.

An overwhelming emphasis on the consumer and his need is the first

distinguishing feature of marketing .All the business activities should be directed to

create and satisfy customeres

Marketing decisions should be made on the basis of their impact on the

customer. Customer becomes the fulcrum of business. What the customer thinks when

he/she is buying what it considers value is determines how a business is,

DEFINE CUSTOMER ORIENTATION BY CORPORATE BANKING:

To day corporate banking tries to exceed customer expectations by reducing

customer sacrifice what the customer wants, minus what they settle for. Providing

value The quality of goods and services relative to the price.

In todays competitive environment, banks also strive to attract and retain

customer by introducing innovative products, enhancing the quality of customer service

and marketing a variety of products through diverse channels targeted at specific

customer groups.

Customer is said to be the king in any business transactions. He needs to be

treated with dignity.


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Types of customers:

There are different types of customers.

Type-1

They are insignificant customers. Be gentle with him. It is relatively easy to

satisfy them.

Type-2

They are humble customer. Teaching and training will make them

knowledgeable. Then satisfying will be easy.

Type-3

They are sleeping customers. There may be only a few customers of this

type. However to awake those attractive, stunning advertisements will make them

understand the reality. Satisfying them will be tough.

Type-4

They are masters of themselves. Large percentage of customer fall in this

category. The success of quality mainly depends on making this category of people

satisfied.


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Scope of customer orientation by corporate banking

It is a comparison of customer expectations with perceptions regarding the

service encounter of corporate banking.

According to expectancy is confirmation model, comparison of customer expectations

about the corporate banking with their perceptions leads to expectations confirmed or

disconfirmed.

If Confirmed expectations occur when the customer expectations match the perceptions..

Measurement of customer satisfaction

Customer satisfaction can be measured indirectly through sales changes, profits

and number of customers complaints registered. The direct measures of satisfaction arethrough service .Generally a five-point liker scale is used to measure customer

satisfaction using the following format.

1. Very much dissatisfied.2. Some what dissatisfied.3. Neutral.4. satisfied5. Very much satisfied.


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CUSTOMER EXPECTATIONS

There are three types of customer expectations. This can be understood

through figure .Which presents a comparison between customer evaluation of service

quality and customer satisfaction.

Comparison between customer evaluation of service quality and customer

satisfaction.

Perceived

service

Satisfaction

Perceived service superiority

Perceived service

Desired service

Expected service

Adequate service

Perceived service

Service quality measures


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Customer focus

Every organization should focus on;

1. Retaining the old cost.2. Attracting the new cost.3. Making them happy

All the three factors are equally important. Even if one is neglected, the

organizations stand to loose heavily.

Customer is said to be the king in any business transactions. He needs to be

treated with dignity satisfying or delighting customers in the market.

Factors influencing expected service

There are six different sources of desired service expectation.

1. Enduring service intensifies.2. Personal needs.3. Transitory service intensifiers.4. Perceived service alternatives.5. Self-perceived service role.6. Situational factors.


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CUSTOMER RETENTION

Typically a customer satisfaction should translate into customer retention.

However, it has been found that high satisfaction ratings do not necessarily mean that a

firm must proactively emerge in assessing its customers. expectations. A customer

satisfaction research should examine not only the registered complaints but also the

cases of customers who have defected but never reveal their complaints.

A customer satisfaction research should, in addition globally consider

operational elements such as product knowledge, customer actions, and credibility of the

contact person, which come in the category of operational elements. It should also take

into account the firms employee satisfaction (internal marketing).

QUALITY FUNCTION DEPLOVMENT

Total quality management a business philosophy, is established to satisfy the

customer. One of the features in total quality managent which helps to focus on

customers is calls as quality function deployment.

QFD fully concentrates on customer requirements. This helps to a company how

to satisfy customers continuously and retain them so they can survive in the market.


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Characteristics of QFD

1. One Simple technique is that keeps the companies focused on what is important to thecustomer.

2. A planning methodology that organizes relevant information helps companies makebetter decisions.

3. A technique to help neutralize the voice of the executives.

Objectives of QFD

1. A process that links customer and the company.2. Getting customer requirements as input for processing and presenting it in a more

specific form for improved customer satisfaction.


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RESEARCH METHODOLOGY:

SAMPLE SIZE

The size of the sample is limited to 100.

SOURCES OF THE DATA:

The required data procure from primary and secondary sources in this study.

Primary data:

This was collected with the help of a structured questionnaire which was

administered to select people from different walks of required persons in the society.

Secondary data:

This was done by going through relevant records, books, journals and

internet.

Sampling technique:

The procedure used for sampling is convenient sampling. The sampling was deliberate

and was based self judgment.


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OBJECTIVES OF THE STUDY:

The objectives of study are as follows

1) To study the corporate banking services to the customers2) To study how the corporate banking is satisfying the customers needs and wants,3) To know the ICICI bank corporate level services4) To suggest the proper suggestion to the managers to take any decision related to

customers orientation.

LIMITATIONS OF THE STUDY

The sample size considered for this study was restricted to 100. This cannot

be a representative of sample to enable suitable strategies.

The study was confined to twin cities of Hyderabad and secunderabad due to

time constraints.

The accuracy of findings depends on the truth and accuracy of the data given

by the respondents. The survey is based on the assumptions that the given by the

respondents are may not be true.


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ORGANIZATION PROFILE:

The Government of India established ICICI in 1955 as a Financial Institution (FI,

other such institutions were IDBI and SIDBI) with the objective to finance large

industrial projects. ICICI was not a bank - it could not take retail deposits - and nor it

was required to comply with Indian banking requirements for liquid reserves. ICICI

borrowed funds from many multilateral agencies (such as the World Bank), often at

concessional rates. It used these to make large corporate loans.

All this changed in 1990s. ICICI founded a separate legal entity, ICICI Bank, to

undertake normal banking operations - taking deposits, credit cards, car loans etc. The

experiment was so successful that ICICI merged into ICICI Bank in a "reverse merger"

in 2002.

At the time of the reverse merger, there were rumours that ICICI had a large

proportions of Non Performing Loans ("NPA", as they are known in India) on its books

- in particular to the steel industry. Since 2002, there has been a general revival in Indian

industry (and metal based industry in particular). It is widely believed that the proportion

of NPAs has come down to prudent levels (even if it were high earlier).

ICICI Bank now has the largest among all banks in retail or consumer financing.

ICICI Bank is the largest issuer of credit cards in India. It was the first bank to offer a

wide network of ATM's and has a large network of ATM's.

ICICI Bank also has the largest market value of all banks in India, and is widely

seen as a sophisticated bank able to take on many global banks in the Indian market.


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The Bank is expanding in overseas markets and has the largest international

balance sheet among Indian banks. The international banking business was set up in

2002 to implement a focussed strategy for the overseas market. The Bank now has

wholly-owned subsidiaries, branches and representatives offices in 18 countries,

including an offshore unit in Mumbai. This includes wholly owned subsidiaries in UK,

Canada and Russia, offshore banking units in Singapore and Bahrain; advisory branch in

Dubai, branches in Sri Lanka, Hong Kong and Belgium; and rep offices in the US,

China, United Arab Emirates, Bangladesh, South Africa, Indonesia, Thailand and

Malaysia. The bank is targeting the NRI (Non Resident Indian) population for expanding

its business.

ICICI Bank has been endorsed by Amitabh Bachchan and Shahrukh Khan. The

Cheques presented to winners in the first 2 versions of the famous game show - Kaun

Banega crorepati were ICICI Bank cheques.

ICICI BANK LIMITED

MFIs and has developed a kiosk and rural ATM based model of financial services

deliver ICICI Bank Limited (ICICI Bank) is India's largest private sector bank and the

second largest bank in the country. It has a growing customer base with over 10 million

customers, which it services through a multi-channel network. The ICICI group traces

its beginning to 1955 when ICICI was set up as a development financial institution in the

private sector in a joint initiative by the World Bank, Government of India and Indian

industry. ICICI Bank today is the fastest growing bank and is well-placed to capitalise

on emerging opportunities, as it reaches out to new markets in India and the world.


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CEO's Message:

Chanda kochhar

Managing Director & Chief Executive Officer ICICI Bank's social initiatives are

aimed at capacity building in specific focus areas that we view as key to the long-term

economic and human development of India. By supporting initiatives to address basic

health and educational needs and increase access to financial services, we strive to bring

more and more people into the socio-economic

mainstream and contribute, in our own small way, to the full realisation of India's

vast untapped potential.

OVERVIEW:

ICICI Bank is Indias second-largest bank with total assets of Rs.3, 446.58

billion (US$ 79 billion) at March 31st, 2009 and profit after tax ofRs.35.10 billion for

physical 2007. ICICI Bank is the most valuable bank in India in terms of market

capitalization and is ranked third amongst all the companies listed on the Indian stock

exchanges in terms of free float market capitalization. The Bank has a network of about

950 braches and 3,300 ATMs in India and presence in 17 countries. ICICI Bank offers a

wide range of banking products and financial services to corporate and retail customers

through a variety of delivery channels and through its specialized subsidiaries and

affiliates in the areas of investment banking, life and non-life insurance, venture capital

and asset management.

The bank currently has subsidiaries in the United Kingdom, Russia and Canada,

branches in Singapore, Bahrain, Hong Kong, Sri Lanka and Dubai international finance

center and representative offices in the United States, United Arab Emirates, China,

South Africa, Bangladesh, Thailand, Malaysia and Indonesia.


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ICICI Bank equity shares are listed in India on Bombay stock exchange and

National stock exchange of India Limited and its American depository receipts (ADRs)

are listed on the New York stock exchange.(NYSE).

HISTORY:

ICICI Bank was originally promoted in 1994 by ICICI Limited, an Indian

financial institution, and was its wholly_ owned subsidiary. ICICIs share holding in

ICICI Bank was reduced to 46% through a public offering of shares in India in fiscal

1998, and equity offering in the form of ADRs listed on the NYSE in fiscal 2000, ICICI

Bank acquisition of bank of Mudra 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 in formed in 1955 at the initiative of the World Bank, the

Government of India and respective of Indian industry. The principal objective was to

create s development financial institution for providing medium-term and long-term

project financing to Indian business.

In the 1990s .ICICI transformed its business from a development financial

intuition offering only project finance to a diversified financial services group offering a

wide variety of products and services, both directly and through a number of subsidiaries

and affiliates like ICICI Bank. In 1999, ICICI become the first Indian company and the

first bank or financial institution from non- Japan Asia to be listed on NYSE. After

consideration of various corporate structuring alternatives in the context of the emergingcompetitive scenario in the Indian banking industry, and the move universal banking, the

managements of ICICI and ICICI Bank formed the view that the merger of ICICI with


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ICICI Bank would be the optimal strategic alternative for both entities, and

would create the optimal legal structure for the ICICI Groups universal banking strategy.

The merger would enhance value for ICICI share holders through the merged entitys

access to low-cost deposits, greater opportunities for earning fee-based income and the

ability to participate in the payments system and provide transaction-banking services.

MILESTONES OF ICICI BANK

History of ICICI

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.

ICICI emerges as the major source of foreign currency loans to Indian industry. Besides

funding from the World Bank and other multi-lateral agencies, ICICI was also among the

first Indian companies to raise funds from international markets.

1956 ICICI declared its first dividend of3.5%.

1958 Mr.G.L.Mehta appointed the second Chairman of ICICI Ltd.

1960 ICICI building at 163, Backbay Reclamation, inaugurated.

1961 The first West German loan of DM 5 million from Kredianstalt obtained.


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1967 ICICI made its first debenture issue forRs.6 crore, which was oversubscribed.

1969 The first two regional offices in Calcutta and Madras set up.

1972 The second entity in India to set up merchant banking services.

Mr. H. T. Parekh appointed the third Chairman of ICICI.

1977 ICICI sponsored the formation of Housing Development Finance Corporation. Managed

its first equity public issue

1978 Mr. James Raj appointed the fourth Chairman of ICICI.

1979 Mr. Siddharth Mehta appointed the fifth Chairman of ICICI.

1982 ICICI became the first ever Indian borrower to raise European Currency Units. ICICI

commences leasing business.

1984 Mr. S. Nadkarni appointed the sixth Chairman of ICICI.

1985 Mr. N.Vaghul appointed the seventh Chairman and Managing Director of ICICI.

1986 ICICI became the first Indian institution to receive ADB Loans.


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ICICI, along with UTI, set up Credit Rating Information Services of India Limited, India's

first professional credit rating agency.

ICICI promotes Shipping Credit and Investment Company of India Limited.

The Corporation made a public issue of Swiss Franc 75 million in Switzerland, the first

public issue by any Indian entity in the Swiss Capital Market.

1987 ICICI signed a loan agreement for Sterling Pound 10 million with CommonwealthDevelopment Corporation (CDC), the first loan by CDC for financing projects in India.

1988 Promoted TDICI - India's first venture capital company.

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.

1996 ICICI Ltd became the first company in the Indian financial sector to raise GDR.

SCICI merged with ICICI Ltd.

Mr. K.V.Kamath appointed the Managing Director and CEO of ICICI Ltd


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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.

The name The Industrial Credit and Investment Corporation of India Ltd changed to ICICI

Ltd.

ICICI Ltd announced the takeover of ITC Classic Finance.

1998 Introduced the new logo symbolizing a common corporate identity for the ICICI Group.

ICICI announced takeover of Anagram Finance.

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

ICICI becomes the first Indian Company to list on the NYSE through an issue of

American Depositary Shares.

2000 ICICI Bank became the first commercial bank from India to list its stock on NYSE.

ICICI Bank announces merger with Bank of Madura.

2001 The Boards of ICICI Ltd and ICICI Bank approved the merger of ICICI with ICICI Bank.

2002 ICICI Ltd merged with ICICI Bank Ltd to create Indias secondlargest bank in assets.


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ICICI assigned higher than sovereign rating by Moodys.

ICICI Bank launched Indias first CDO (Collateralised Debt Obligation) Fund named

Indian Corporate Collateralised Debt Obligation Fund (ICCDO Fund).

"E Lobby", a self-service banking centre inaugurated in Pune. It was the first of its kind in

India.

ICICI Bank launched Private Banking.

1100-seat Call Centre set up in Hyderabad

ICICI Bank Home Shoppe, the first-ever permanent aggregation and display of housing

projects in the county, launched in Pune,

ATM-on-Wheels, Indias first mobile ATM, launched in Mumbai.

2003 The first Integrated Currency Management Centre launched in Pune.

ICICI Bank announced the setting up of its first ever offshore branch in Singapore.


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The first offshore banking unit (OBU) at Seepz Special Economic Zone, Mumbai,

launched.

ICICI Banks representative office inaugurated in Dubai.

Representative office set up in China. : ICICI Banks UK subsidiary launched.

Indias first ever "Visa Mini Credit Card", a 43% smaller credit card in dimensions

launched.

ICICI Bank subsidiary set up in Canada.

Temasek Holdings acquired 5.2% stake in ICICI Bank.

ICICI Bank became the market leader in retail credit in India.

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.

Indias first multi-branded credit card with HPCL and Airtel launched.


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Kisan Loan Card and innovative, low-cost ATMs in rural India launched.

ICICI Bank and CNBC TV 18 announced Indias first ever awards recognizing the

achievements of SMEs, a pioneering initiative to encourage the contribution of Small and

Medium Enterprises to the growth of Indian economy.

ICICI Bank opened its 500th branch in India.

ICICI Bank introduced partnership model wherein ICICI Bank would forge an alliance

with existing micro finance institutions (MFIs). The MFI would undertake the promotional

role of identifying, training and promoting the micro-finance clients and ICICI Bank

would finance the clients directly on the recommendation of the MFI.

ICICI Bank introduced 8-8 Banking wherein all the branches of the Bank would remain

open from 8a.m. to 8 p.m. from Monday to Saturday.

ICICI Bank introduced the concept of floating rate for home loans in India.

2006 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.


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ICICI Bank and Visa jointly launched mChq a revolutionary credit card on the mobile

phone.

Private Banking Masters 2005, a nationwide Golf tournament for high networth clients of

the private banking division launched. This event is the largest domestic invitation amateur

golf event conducted in India.

First Indian company to make a simultaneous equity offering of $1.8 billion in India, the

United States and Japan.

Acquired IvestitsionnoKreditny Bank ofRussia.

ICICI Bank became the largest bank in India in terms of its market capitalization.

ICICI Bank became the first private entity in India to offer a discount to retail investors for

its follow-up offer.

2007 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.

Introduced a new product - NRI smart save Deposits a unique fixed deposit scheme for

nonresident Indians.

Representative offices opened in Thailand, Indonesia and Malaysia.


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ICICI Bank became the largest retail player in the market to introduce a biometric enabled

smart card that allow banking transactions to be conducted on the field. A low-cost

solution, this became an effective delivery option for ICICI Banks micro finance

institution partners.

Financial counseling centre Disha launched. Disha provides free credit counseling,

financial planning and debt management services.

Bhoomi puja conducted for a regional hub in Hyderabad, Andhra Pradesh.

2008 ICICI Banks USD 2 billion 3-tranche international bond offering was the largest bond

offering by an Indian bank.

Sangli Bank amalgamated with ICICI Bank.

ICICI Bank raised Rs 20,000 crore (approx $5 billion) from both domestic and

international markets through a follow-on public offer.

ICICI Banks GBP 350 million international bond offering marked the inaugural deal in

the sterling market from an Indian issuer and also the largest deal in the sterling market

from Asia.

Launched Indias first ever jewellery card in association with jewelry major Gitanjali

Group.


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ICICI Bank became the first bank in India to launch a premium credit card -- The Visa

Signature Credit Card.

Foundation stone laid for a regional hub in Gandhinagar, Gujarat.

Introduced SME Toolkit, an online resource centre, to help small and medium enterprises

start, finance and grow their business.

ICICI Bank signed a multi-tranche dual currency US$ 1.5 billion syndication loan

agreement in Singapore.

ICICI Bank became the first private bank in India to offer both floating and fixed rate on

car loans, commercial vehicles loans, construction equipment loans and professional

equipment loans.

In a first of its kind, nation wide initiative to attract bright graduate students to pursue a

career in banking, ICICI Bank launched the "Probationary Officer Programme".

2009

y ICICI Bank won 2009 Brandon Hall Excellence in Learning Awardy In the Domestic Banking Awards of Finance Asia Country Awards for

Achievement, 2009 held at Hongkong, ICICI Bank won the 'Best Foreign

Exchange Bank, India' and 'Best Trade Finance Bank, India'

y ICICI Bank Wins 'House of the Year' Award from Asia Risk magazine, Honkongy For the third year in a row ICICI Bank has won The Asset Triple A Country

Awards for Best Domestic Bank in India


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yICICI Bank won the Most Admired Knowledge Enterprises (MAKE) India

2009

Award. ICICI Bank won the first place in "Maximizing Enterprise Intellectual

Capital" category, October28, 2009

y Ms Chanda Kochhar, MD and CEO was awarded with the Indian BusinessWomen Leadership Award at NDTV Profit Business Leadership Awards ,

October26, 2009.

y ICICI Bank received two awards in CNBC Awaaz Consumer Awards; one forthe most preferred auto loan and the other for most preferred credit Card, on

September30, 2009

y Ms. Chanda Kochhar, Managing Director & CEO ranked in the top 20 of theWorld's 100 Most Powerful Women list compiled by Forbes, August 2009

y Financial Express at its FE India's Best Banks Awards, honoured Mr. K.V.Kamath, Chairman with the Lifetime Achievement Award , July 25, 2009

y ICICI Bank won Asset Triple A Investment Awards for the Best DerivativeHouse, India. In addition ICICI Bank were Highly commended , Local Currency

Structured product, India for 1.5 year ADR GDR linked Range Accrual Note.,

July 2009

y ICICI bank won in three categories at World finance Banking awards on June 16,2009

o Best NRI Services banko Excellence in Private Banking, APAC Regiono Excellence in Remittance Business, APAC Region

y ICICI Bank Mobile Banking was adjudged "Best Bank Award for Initiatives inMobile Payments and Banking" by IDRBT, on May 18, 2009 in Hyderabad.


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y ICICI Bank's b2 branchfree banking was adjudged "Best E-Banking ProjectImplementation Award 2008" by The Asian Banker, on May 11, 2009 at the

China World Hotel in Beijing.

y ICICI Bank bags the "Best bank in SME financing (Private Sector)" at the Dun& Bradstreet Banking awards 2009.

y ICICI Bank NRI services wins the "Excellence in Business Model InnovationAward" in the eighth Asian Banker Excellence in Retail Financial Services

Awards Programme.

y ICICI Bank's Rural Micro Banking and Agri-Business Group wins WOW Event& Experiential Marketing Award in two categories - "

Rural Marketing

programme of the year" and "Small Budget On Ground Promotion of the Year".

These awards were given for Cattle Loan 'Kamdhenu Campaign' and "Talkies on

the move campaign' respectively.

y ICICI Bank's Germany Branch has been certified by "Stiftung Warrentest".ICICI Bank is ranked 2nd amongst 57 savings products across 19 banks

y ICICI Bank Germany won the yearly banking test of the investor magazineuro in the "call money"category.

y The ICICI Bank was awarded the runner's up position in Gartner BusinessIntelligence and Excellence Award for Asia Pacific for its Business Intelligence

functions.

y ICICI Bank's Organisational Excellence Group was recently awarded ISO9001:2008 certification by TUV Nord. The scope of certification comprised

processes around consulting and capability building on methods of quality &

improvements.


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y ICICI Bank has been awarded the following titles under The Asset Triple ACountry Awards for2009:

o Best Transaction Bank in Indiao Best Trade Finance Bank in Indiao Best Cash Management Bank in Indiao Best Domestic Custodian in India

ICICI Bank has bagged the Best Cash Management Bank in India award for the

second year in a row. The other awards have been bagged for the third year in a

row.

y ICICI Bank Canada received the prestigious Canadian Helen Keller Award at theCanadian Helen Keller Centre's Fifth Annual Luncheon in Toronto. The award

was given to ICICI Bank its long-standing support to this unique training centre

for people who are deaf-blind.


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Tables & Graphs

1. Total sample size : 100

Q1. IN WHICH BANK POSESS BANK ACCOUNTS: YES/NO

IF YES

Bank name No. of respondents Percentage

ICICI 44 44%

SBH 26 26%

HDFC 10 20%

others 5 10%

INTERPRETATION:

From the above analysis it is seen that 44% of respondents have bank account in

ICICI, while 26% of the respondents have bank accounts in SBH, 20% of the

respondents have bank accounts in HDFC, and 10% of the respondents have bankaccounts in other banks.

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

1 2 3 4

44%

26%

20%

10%

Series1


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Q2. WHICH TYPE OF ACCOUNT DO YOU--------------

Type of accounts No. of respondents Percentage

Saving 95 95%

Current 05 05%

INTERPRETATION:

From the above table it is clear that 95% of the respondents are having Saving

accounts and 5% of the respondents are having current accounts.

95%

5%

0%

10%

20%

30%40%

50%

60%

70%

80%

90%

100%

1 2

Series1


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Q3. WHAT MADE YOU TO OPEN A BANK ACCOUNT

a). For saving b) Salary though bank

c) For cheques clearance d)To procure lone

INTERPRETATION:

From the above table It is respondents that 70% of them are open bank account

for the purposes of take for saving, while 15% of them are to procure loan and 10% of

them are for cheque clearance and 5% of them are for to own one.

Type of transaction No. of respondents Percentage

For saving 15 15%

Salary through bank 70 70%

For cheque clearance 10 10%

To procure 05 05%

0%

10%

20%

30%

40%

50%

60%

70%

80%

1 2 3 4 5

15%

70%

10%5%


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Q4. ARE YOU SATISFIED WITH THE ICICI BANK SERVICE?

YES/NO

Opinion No. of respondents Percentage

Yes 95 95%

No 05 05%

INTERPRETATION:

From the above table It is observed that the majority of the respondents that is

95% of them are satisfied with the existing bank service, and 5% of them are not

satisfied with the existing bank service.

95%

5%0%

10%

20%

30%

40%

50%

60%

70%

80%

90%100%

1 2

Series1


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Q5) THE MINIMUM BALANCE IN ICICI BANK IN?


Very high 40 40%

High 20 20%

Average 30 30%

Low 10 10%

INTERPRETATION:

From the above table it is clear that 40% of the respondents given rate are Very

high, 20% of the respondents given rate as High and 30% of the respondents given

rating as Average.

0%

5%

10%15%

20%

25%

30%

35%

40%

Very high High Average Low


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Q6). ATM NETWORK OPINION RATE:

Usage No. of respondents Percentage

Good 70 70%

average 20 20%

Poor 10 10%

never 0 0%

INTERPRETATION:

From the above table analysis it is seen that 70% of respondents are using the

ATM services, and 20% of the respondents are often using the ATM services, and 10%

of the respondents are rare using the ATM services

0%

10%

20%

30%

40%

50%

60%

70%

80%

good average poor Never

70%

20%10%

0%


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Q7). HOW OFTEN YOU USE ELECTRONIC FUND TRASFER


Very regularly 10 10%

Regular 5 5%

Rare 15 15%

Never 70 70%

INTERPRETATION:

From the above table analysis it is seen that 10% of respondents usage of

electronic fund transfer very regularly, 5% of respondents usage of electronic fund

transfer often, and 15% of respondents usage of electronic fund transfer rare, and 70%

of the respondents are never usage of electronic fund transfer.

0%

10%

20%

30%

40%

50%

60%

70%

80%

Very

Regularly

Regular Rare Never

10% 5%15%

70% Series1


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Q8). RATE THE USAGE OF ANY WHERE BANKING?


Maximum 60 60%

Minimum 40 40%

INTERPRETATION:

From the above table analysis it is seen that 60% of the respondents are

maximum usage of Any where banking. And 40% of the respondents are minimum

usage Any where baking.

0%

10%

20%

30%

40%

50%

60%

70%

Maximum Minimum

60%

40%

Series1


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Q9). WHICH BANK DO YOU RATE AS THE BEST SERVICE PROVIDER-------

------

Name of the Bank No of respondents Percentage

ICICI 50 50%

SBH 25 25%

HDFC 15 15%

Others 10 10%

INTERPRETATION:

From the above table analysis it is clear that 50% of respondents are given rate to

ICICI bank as best service provider, 25% of the respondents are Given rate to SBH, 15%

and 15% of the respondents are given rate to HDFC bank, and 10% of the respondents

are given rate to other banks

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

ICICI SBH HDFC Others

50%

25%

15%10%


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Q11). IF YOU HAVE CHOICE ADAINST ICICI WHICH BANK WOULD YOU

CHOICE:


SBH 70 70%

ANDHRA BANK 20 20%

HDFC 10 10%

ANY OTHER 0 0%

INTERPRETATION:

From the above table analysis it is that 50% of respondents are using the SBH

services, and 25% of the respondents are often using the Andhra bank services, and 15%

of the respondents are rare using the HDFC bank services, and 10% of the

respondentsare using any other bank

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

50%

sbh andhra

bank

hdfc any other

50%

25%

15% 10%


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Q12). DO YOU THINK ICICI BANK IS A SAFE PLACE FOR YOUR MONEY?

a)Yes b) No


Yes 70 70%

No 30 30%

INTERPRETATION:

From the above table analysis it is clear that 70% of the respondents are said

Yes, 30% of the respondents are said No.

0%

10%

20%

30%

40%

50%

60%

70%

80%

Yes No

70%

30%


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Q13). ICICIC\ BANK IS A GOOD BANK FOR:

Opinion NO. of respondents Percentage

Companies 10 10%

Individuals 20 20%

All the above 70 70%

INTERPRETATION:

From the above table it is that 25% of the respondents given companies, 20% of

the respondents given individuals, and 55% of respondents are given all the above.

0%

10%

20%

30%

40%

50%

60%

companies individuals all the above

25%20%

55% Series1


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CONCLUSIONS

1. The charges are very high to open a new account.S

2. 30% ATM are not available in main areas.

3. 40% No Branch Offices in Urban areas.

4. If the customers are not maintaining the Minimum Balance in 3 Months then the

bank fixes huge fines.

5. Charges of bank [i,e low minimum balance ensure of DDs cheques

` in accurate.

6. ICICI bank is not able to provide some special plans to students in view of

giving education loans etc.

7. Most of people are not known about this private sector bank and its rules and

regulation. People have a thought of private bank is not safe to their money.

8) 70% of the respondents never urges of the futures like electronic found transfer.


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SUGGESTIONS

1. ICICI bank needs to open more brnaches in all the urban areas & mandals.

2. ICICI bank has to increase the numbers, of ATM centres in all the main areas.

3. ICICI bank has to focus on students.

4. It should concentrate an agriculture loans.

5. Bank have to decrees the new account opening charges for the convinence to all

levels people.

6. Bank should increase the Advertisement and Promotional Activities in the rural

areas.

7. ICICI bank has to generalize the A/C opening charges.


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QUESTIONNAIRE

DearRespondents,

Please spend five minutes five minutes for these questions with subject to my

project on CUSTOMERORIENTATION BY CORPORATE BANKING

Name the respondent :

Address :

Mobile number :

Profession :

1) In which bank do you poses a bank A/C ..

2) Which type of account do you?

a) Savings b) Current

3) What made you open a bank account?

a) For saving b) Salary through bank

c) For cheque clearance d) To procure loan


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4) Are you satisfied with the ICICI bank services ?

a) Yes b) No

5) The minimum balance in ICICI bank in?

a) Very high b) High

c) Average d) Low

6) ATM network opinion rate ?

a) Good b) Average

c) Poor

7) How often you use electronic fund transfer ?

a) Vary regularly b) Regularly

c) Rare d) Never

8) Rate the usage of any where Banking?

a)minimum b) maximum


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9) Which bank do you rate the best service provider?

a) ICICI b) SBH

c)HDFC d) Any other

10) Have you done any fixed deposits?

a) Yes b) No

11) If you have choice against ICICI which bank would you choice?

a)SBH b)Andhra bank

c) HDFC d) Any other

12) Do you think ICICI bank is a safe place for your money?

a)Yes b) No

13) ICICI bank is a good bank for?

a) Companies b) Individuals

c) All the above

15) Any suggestions to the bank?

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

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

Signature.


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BIBLIOGRAPHY

1. Philip kotler, Marketing Management, New Delhi, Prentice Hall of India.2. Total Quality management -L.Suganthi,Ananda.samul3. Service marketing - R.Srinivasan4. Website:www.icicibank.com

www.google.com

purush project 143

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