Final Report

On

A Comparative study of customer services in ICICI and SBI.

Submitted by
Prashant Sharma

Under the Guidance of

Ms Shymala

GARDEN CITY COLLEGE

(Certificate from Faculty Supervisor)

GARDEN CITY COLLEGE

16Km old madras road Bangalore
560049

(2010-2011)

1
 Table of contents

Chapter 1: Introduction
08---10
07 - 33

1.1 Overview of bank Industry

1.2 About subject

‘Chapter 2: Research Methodology

2.1 Title of study 10--16

2.2 Statement of problem
2.3 Objectives of study
2.4 Limitations of the Study
2.5 Methodology of the study.
2.6 Research instruments.
16-58
Chapter 3: Company Profile
58-99
Chapter 4: Data Analysis and
Interpretation

99—101
Chapter 5: Summary of Findings
101-102

Chapter 6: Recommendations and

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Conclusion 102—106

Chapter 6: Appendices.

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4
 INTRODUCTION

OVERVIEW OF THE BANKING INDUSTRY:

Banking in India originated in the last decades of the 18th century. The oldest
bank in existence in India is the State Bank of India, a government-owned bank that
traces its origins back to June 1806 and that is the largest commercial bank in the
country. Central banking is the responsibility of the Reserve Bank of India, which in
1935 formally took over these responsibilities from the then Imperial Bank of India,
relegating it to commercial banking functions. After India's independence in 1947, the
Reserve Bank was nationalized and given broader powers. In 1969 the government
nationalized the 14 largest commercial banks; the government nationalized the six next
largest in 1980.

Currently, India has 88 scheduled commercial banks (SCBs) - 27 public sector banks
(that is with the Government of India holding a stake), 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. According to a report by ICRA Limited, a rating agency, the public sector
banks hold over 75 percent of total assets of the banking industry, with the private and
foreign banks holding 18.2% and 6.5% respectively

Early history:
Banking in India originated in the last decades of the 18th century. The first banks were
The General Bank of India, which started in 1786, and the Bank of Hindustan, both of
which are now defunct. The oldest bank in existence in India is the State Bank of India,
which originated in the Bank of Calcutta in June 1806, which almost immediately

5
became the Bank of Bengal. This was one of the three presidency banks, the other two
being the Bank of Bombay and the Bank of Madras, all three of which were established
under charters from the British East India Company. For many years the Presidency
banks acted as quasi-central banks, as did their successors. The three banks merged
in 1925 to form the Imperial Bank of India, which, upon India's independence, became
the State Bank of India.

Indian merchants in Calcutta established the Union Bank in 1839, but it failed in 1848
as a consequence of the economic crisis of 1848-49. The Allahabad Bank, established
in 1865 and still functioning today, is the oldest Joint Stock bank in India. When the
American Civil War stopped the supply of cotton to Lancashire from the Confederate
States, promoters opened banks to finance trading in Indian 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.

Foreign banks too started to arrive, particularly in Calcutta, in the 1860s. The
Comptoire d'Escompte de Paris opened a branch in Calcutta in 1860, and another in
Bombay in 1862; branches in Madras and Pondicherry, then a French colony, followed.
Calcutta was the most active trading port in India, mainly due to the trade of the British
Empire, and so became a banking center.

Around the turn of the 20th Century, the Indian economy was passing through a relative
period of stability. Around five decades had elapsed since the Indian Mutiny, and the
social, industrial and other infrastructure had improved. Indians had established small
banks, most of which served particular ethnic and religious communities.

The presidency banks dominated banking in India but there were also some exchange
banks and a number of Indian joint stock banks. All these banks operated in different
segments of the economy. The exchange banks, mostly owned by Europeans,
concentrated on financing foreign trade. Indian joint stock banks were generally under

6
capitalized and lacked the experience and maturity to compete with the presidency and
exchange banks. This segmentation let Lord Curzon to observe, "In respect of banking
it seems we are behind the times. We are like some old fashioned sailing ship, divided
by solid wooden bulkheads into separate and cumbersome compartments."

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. The
Swadeshi movement in particular inspired local businessmen and political figures to
found banks of and for the Indian community. 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.The fervour of Swadeshi movement
lead to establishing of many private banks in Dakshina Kannada and Udupi district
which were unified earlier and known by the name South Canara ( South Kanara )
district.Four nationalised banks started in this district and also a leading private sector
bank. Hence undivided Dakshina Kannada district is known as "Cradle of Indian
Banking".

From World War I to Independence:

The period during the First World War (1914-1918) through the end of the Second
World War (1939-1945), and two years thereafter until the independence of India were
challenging for Indian banking. The years of the First World War were turbulent, and it
took its toll with banks simply collapsing despite the Indian economy gaining indirect
boost due to war-related economic activities. At least 94 banks in India failed between
1913 and 1918 as indicated in the following table:

Number of banks Authorized capital Paid-up Capital

Years
that failed (Rs. Lakhs) (Rs. Lakhs)

1913 12 274 35

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 1914 42 710 109

1915 11 56 5

1916 13 231 4

1917 9 76 25

1918 7 209 1

Post-independence:
The partition of India in 1947 adversely impacted the economies of Punjab and West
Bengal, paralyzing banking activities for months. India's independence marked the end
of a regime of the Laissez-faire for the Indian banking. The Government of India
initiated measures to play an active role in the economic life of the nation, and the
Industrial Policy Resolution adopted by the government in 1948 envisaged a mixed
economy. This resulted into greater involvement of the state in different segments of
the economy including banking and finance. The major steps to regulate banking
included:

• 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."

8
 • The Banking Regulation Act also provided that no new bank or branch of an
existing bank could 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 19 July, 1969.

Nationalization:
By the 1960s, the Indian banking industry has become an important tool to facilitate the
development of the Indian economy. At the same time, it has emerged as a large
employer, and a debate has ensued about the possibility to nationalize the banking
industry. 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 Nationalization." The paper was received with positive
enthusiasm. Thereafter, her move was swift and sudden, and the GOI issued an
ordinance and nationalized 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 (Acquisition and Transfer of
Undertaking) Bill, and it received the presidential approval on 9 August, 1969.

A second dose of nationalization of 6 more commercial banks followed in 1980. The

stated reason for the nationalization was to give the government more control of credit
delivery. With the second dose of nationalization, the GOI controlled around 91% of the
banking business of India. Later on, in the year 1993, the government merged New
Bank of India with Punjab National Bank. It was the only merger between nationalized
banks and resulted in the reduction of the number of nationalized banks from 20 to 19.
After this, until the 1990s, the nationalized banks grew at a pace of around 4%, closer
to the average growth rate of the Indian economy.

9
The nationalized banks were credited by some, including Home minister P.
Chidambaram, to have helped the Indian economy withstand the global financial crisis
of 2007-2009.

Liberalization:
In the early 1990s, the then Narsimha Rao government embarked on a policy of
liberalization, licensing a small number of private banks. These came to be known as
New Generation tech-savvy banks, and included 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, revitalized 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.

The next stage for the Indian banking has been setup with the proposed relaxation in
the norms for Foreign Direct Investment, where all Foreign Investors in banks may be
given voting rights which could exceed the present cap of 10%,at present it has gone
up to 49% with some restrictions.

The new policy shook the Banking sector in India completely. Bankers, till this time,
were used to the 4-6-4 method (Borrow at 4%;Lend at 6%;Go home at 4) of functioning.
The new wave ushered in a modern outlook and tech-savvy methods of working for
traditional banks.All this led to the retail boom in India. People not just demanded more
from their banks but also received more.

Currently (2007), banking in India is generally fairly mature in terms of supply, product
range and reach-even though 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. The stated

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policy of the Bank on the Indian Rupee is to manage volatility but without any fixed
exchange rate-and this has mostly been true.

With the growth in the Indian economy expected to be strong for quite some time-
especially in its services sector-the demand for banking services, especially retail
banking, mortgages and investment services are expected to be strong. One may also
expect M&As, takeovers, and asset sales.

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.

In recent years critics have charged that the non-government owned banks are too
aggresive in their loan recovery efforts in connection with housing, vehicle and personal
loans. There are press reports that the banks' loan recovery efforts have driven
defaulting borrowers to suicide.

SUBJECT OF THE STUDY

A Comparative study of customer services in ICICI and SBI”.

A Study which is conducted to check the performance of the banks which has the
facilities which has given by different banks.

And the performance of the E business and RTGS real time gross settlement P.V
narisham Roa which has been conducted the new technology to transfer the money
from one place to another

After the globalization of the market the enter market which prefers to new technology
Like Atm felicities’ and mobile banking and E banking
Any where banking and core banking

Bank:

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A bank is a financial institution whose primary activity is to act as a payment agent for
customers and to borrow and lend money. It is an institution for receiving, keeping, and
lending money.

Mobile Banking:

Mobile banking (also known as M-Banking, E banking, SMS Banking etc.) is a term
used for performing balance checks, account transactions, payments etc. via a mobile
device such as a mobile phone. Mobile banking today (2007) is most often performed
via SMS or the Mobile Internet but can also use special programs called clients
downloaded to the mobile device.

Internet Banking:

Online banking (or Internet banking) allows customers to conduct financial transactions
on a secure website operated by their retail or virtual bank, credit union or building
society.

Core Banking System:

Core Banking is a general term used to describe the services provided by a group of
networked bank branches. Bank Customers may access their funds and other simple
transactions from any of the menber branch offices.

Atm:

An automated teller machine (ATM) is a computerized telecommunications device that

provides the customers of a financial institution with access to financial transactions in

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a public space without the need for a human clerk or bank teller. On most modern
ATMs, the customer is identified by inserting a plastic ATM card with a magnetic stripe
or a plastic smartcard with a chip, that contains a unique card number and some
security information, such as an expiration date or CVC (CVV). Security is provided by
the customer entering a personal identification number (PIN).

Using an ATM, customers can access their bank accounts in order to make cash
withdrawals (or credit card cash advances) and check their account balances as well as
purchasing mobile cell phone prepaid credit. ATMs are known by various other names
including automated banking machine, money machine, bank machine, cash machine,
hole-in-the-wall, cashpoint, Bancomat (in various countries in Europe and Russia),
Multibanco (after a registered trade mark, in Portugal), and Any Time Money (in India).

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RESEARCH DESIGN

TITLE OF THE STUDY

As per the above information that the Prashant Sharma has been enclosed the
Title

“A Comparative study of customer services in ICICI and SBI”.

Statement Of The Problem

1. The time which the survey is conducted with full targeted customer is
very less time.

2. To analysis the satisfaction level of the consumer it is depends on the

environment.

Objectives of the Study:

➢ To study whether the customers are satisfied with their services among
ICICI bank and SBI bank

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 ➢ To know about the Customer preferences among ICICI and SBI bank
➢ To give Suggestions to improve the services

SCOPE OF THE STUDY

A pilot study can refer to many types of experiments, but generally the goal of study is
to replicate the full scale experiment, but only on a smaller scale.

A pilot is often used to test the design of the full-scale experiment. The design can then
be adjusted in time. This can turn out to be valuable: should anything be missing in the
pilot, it can be added to the experiment and chances are that the full-scale (and more
expensive) experiment will not have to be re-done.

Limitations of the Study:

 The study is limited to a particular branch of SBI and ICICI bank.
 Since the time is less the researcher has taken a sample of 100 people and it
will not reveal the whole population of a country.

Methodology of the study

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 The ability of a scale or a measuring instrument to measure what it is intended
to measure can be termed as the validity of the measurement. Validity can be
measured through several methods like face validity, content validity, criterion – related
validity and construct validity. For this comparative study the researcher has taken the
face validity.

Face validity:

Face validity refers to the collective agreement of the experts and researchers on
the validity of the measurement scale. The researcher has gave the questionnaire to
the experts in banking field.

Reliability:

In reliability the researcher has adopted the alpha method. The reliability for the
SBI bank ATM service is .630.It shows that the question regarding to SBI ATM service
is reliable. And for the internet banking service is . And for the mobile banking service is
. And for the core banking system is . If the reliability result is .6 or above . the data is
reliable. And for this study the data is reliable because all the service are

Research Instruments :

Sample size : 100 Respondent

Sources of data:

• The data is basically primary in nature

• It was obtained from the customers

Data Collection Method:

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  Our communication approach was basically structured questioning, that is
personal interview with the aid of printed questionnaires.

Data Analysis:

Appropriate statistical analysis will be adopted. The data will be tabulated and
analyzed.

Sampling design:
Target population:

• The target population in this research refers to the bank customers who are
having an account in SBI bank and ICICI bank due to the convenience in
collecting the data. The respondents can be any gender, any income level, any
occupation and any education level.

Sampling unit

• The sampling units are customers of ICICI bank and SBI bank.

Sampling method

 For this research we use non-probability sampling. Zikmund (1997) stated that in
non-probability sampling, the probability of any particular member of the
population being chosen is unknown. The element in the population does not
have any probability attached to their being chosen as sample subjects.

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 Snow ball sampling will be applied in this research. Snow ball sampling is used
to collect the data from the customers. Snow ball sampling refers to the
procedure that involves the selection of additional respondents based on
referrals of initial respondents.

Sample size

➢ delhi (2011) stated that sample size depend on the desired precision from the
estimate. Precision is the size of the estimating interval when the problem is one
of estimating a population parameter. This research selects 100 respondents as
the sample size due to limited of time by asking them that they are having an
account in SBI bank and ICICI bank due to the convenience in collecting the
data. The respondents can be any gender, any income level, any occupation
and any education level.

Sampling plan:

✔ The researcher is going to collect the data from the ATMS and also by visiting
the bank.

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19
Company Profile of SBI:
State Bank of India (SBI) is India's largest commercial bank. SBI has a
vast domestic network of over 9000 branches (approximately 14% of all bank
branches) and commands one-fifth of deposits and loans of all scheduled commercial
banks in India.

The State Bank Group includes a network of eight banking subsidiaries and
several non-banking subsidiaries offering merchant banking services, fund
management, factoring services, primary dealership in government securities, credit
cards and insurance.

The eight banking subsidiaries are:

1-State Bank of Bikaner and Jaipur (SBBJ)
2-State Bank of Hyderabad (SBH)
3-State Bank of India (SBI)
4-State Bank of Indore (SBIR)
5-State Bank of Mysore (SBM)
6-State Bank of Patiala (SBP)
7-State Bank of Saurashtra (SBS)
8-State Bank of Travancore (SBT)

The origins of State Bank of India date back to 1806 when the Bank of Calcutta (later
called the Bank of Bengal) was established. In 1921, the Bank of Bengal and two other

20
Presidency banks (Bank of Madras and Bank of Bombay) were amalgamated to form
the Imperial Bank of India. In 1955, the controlling interest in the Imperial Bank of India
was acquired by the Reserve Bank of India and the State Bank of India (SBI) came into
existence by an act of Parliament as successor to the Imperial Bank of India.

Today, State Bank of India (SBI) has spread its arms around the world and has a
network of branches spanning all time zones. SBI's International Banking Group
delivers the full range of cross-border finance solutions through its four wings - the
Domestic division, the Foreign Offices division, the Foreign Department and the
International Services division.

State Bank of India (SBI) (LSE: SBID) is the largest bank in India. If one measures by
the number of branch offices and employees, SBI is the largest bank in the world.
Established in 1806 as Bank of Calcutta, it is the oldest commercial bank in the Indian
subcontinent. SBI provides various domestic, international and NRI products and
services, through its vast network in India and overseas. With an asset base of $126
billion and its reach, it is a regional banking behemoth. The government nationalized
the bank in 1955, with the Reserve Bank of India taking a 60% ownership stake. In

recent years the bank has focused on three priorities, 1), reducing its
huge staff through Golden handshake schemes known as the Voluntary Retirement
Scheme, which saw many of its best and brightest defect to the private sector, 2),
computerizing its operations and 3), changing the attitude of its employees (through an
ambitious programme aptly named 'Parivartan' which means change) as a large
number of employees are very rude to customers.

Roots:

The State Bank of India traces its roots to the first decade of 19th century,
when the Bank of Calcutta, later renamed the Bank of Bengal, was established on 2

21
June 1806. The government amalgamated Bank of Bengal and two other
Presidency banks, namely, the Bank of Bombay (incorporated on 15 April 1840) and
the Bank of Madras on 27 January 1921, and named the reorganized banking entity the
Imperial Bank of India. All these Presidency banks had been incorporated as joint stock
companies, and were the result of the royal charters. The Imperial Bank of India
continued as a joint stock company. Until the establishment of a central bank in India
the Imperial Bank and its early predecessors served as India's central bank, at least in
terms of issuing the currency. The State Bank of India Act 1955, enacted by the
Parliament of India, authorized the Reserve Bank of India, which is the central banking
organization of India, to acquire a controlling interest in the Imperial Bank of India,

which was renamed the State Bank of India on 30 April 1955.

Timeline:

June 2, 1806: The Bank of Calcutta established.

January 2, 1809: This became the Bank of Bengal.

April 15, 1840: Bank of Bombay established.

July 1, 1843: Bank of Madras established.

1861: Paper Currency Act passed.

January 27, 1921: all three banks amalgamated to form Imperial Bank of India.

July 1, 1955: State Bank of India formed; becomes the first Indian
bank to be nationalized.

1959: State Bank of India (Subsidiary Banks) Act passed, enabling

the State Bank of India to take over eight former State-associated

banks as its subsidiaries.

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 1980s When Bank of Cochin in Kerala faced a financial crisis, the

government merged it with State Bank of India.

June 29, 2007: The Government of India today acquired the entire Reserve

Bank of India (RBI) shareholding in State Bank of India (SBI),

consisting of over 314 million equity shares at a total amount of over 355 billion
rupees.

Associate banks:
There are seven other associate banks that fall under SBI. They all use the
"State Bank of" name followed by the regional headquarters' name. These were

originally banks belonging to princely states before the government

nationalized them in 1959. In tune with the first Five Year Plan, emphasizing the

development of rural India, the government integrated these banks with

the State Bank of India to expand its rural outreach. The State Bank group
refers to the seven associates and the parent bank. All the banks use the same logo of
a blue keyhole. Currently, the group is merging all the associate banks into SBI, which
will create a "mega bank", and one hopes, streamline operations and unlock value.

1.

2.

3.

4. State Bank of Bikaner & Jaipur

5. State Bank of Hyderabad

6. State Bank of Indore

7. State Bank of Mysore

8. State Bank of Patiala

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9. State Bank of Saurashtra

10. State Bank of Travancore

Foreign Offices:

State Bank of India is present in 32 countries, where it has 84

offices serving the international needs of the bank's foreign customers, and in some
cases conducts retail operations. The focus of these offices is India-related business.

Foreign Branches:
SBI has branches in these countries:

The Israeli branch

1. Australia

2. Bahrain

3. Bangladesh

4. Belgium

5. Canada

6. Dubai

7. France

8. Germany

9. Hong Kong

10. Israel

11. Japan

12. People's Republic of China

13. Republic of Maldives

14. Singapore

15. South Africa

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16. Sri Lanka

17. Sultanate of Oman

18. The Bahamas

19. U.K.

20. U.S.A

Subsidiaries and Joint Ventures:

In addition to the foreign branches above, SBI has these wholly owned
subsidiaries and joint ventures:

1. Nepal State Bank Limited

2. SBI Mauritius

3. Indian Ocean International Bank (Mauritius)

4. SBI Canada

5. SBI California

Growth:

Mumbai, India location.

State Bank of India has often acted as guarantor to the Indian

Government, most notably during Chandra Shekhar's tenure as Prime Minister of India.
With more than 9400 branches and a further 4000+ associate bank branches, the SBI

has extensive coverage. Following its arch-rival ICICI Bank, State Bank of
India has electronically networked most of its metropolitan, urban and semi-urban
branches under its Core Banking System (CBS), with over 4500 branches being

incorporated so far. The bank has the largest ATM network in the country

having more than 5600 ATMs [1]. The State Bank of India has had steady
growth over its history, though the Harshad Mehta scam in 1992 marred its image. In

25
recent years, the bank has sought to expand its overseas operations by
buying foreign banks. It is the only Indian bank to feature in the top 100 world banks in
the Fortune Global 500 rating and various other rankings. According to the Forbes 2000
listing it tops all Indian companies.

Fortune Global 500 Ranking – 2007:

SBI debuted in the Fortune Global 500[2] at 498 in 2006. In 2007 it moved up to
495. As per fortune 500-2007 following are the data for SBI in $ million. Revenues
15,119.4. Profits 1,407.3. Assets 187,547.1. Stockholders' Equity 9,786.2

Group companies:
1. SBI Capital Markets Ltd

2. SBI Mutual Fund (A Trust)

3. SBI Factors and Commercial Services Ltd

4. SBI DFHI Ltd

5. SBI Cards and Payment Services Pvt Ltd

6. SBI Life Insurance Co. Ltd - Bancassurance (Life Insurance)

7. SBI Funds Management Pvt Ltd

8. SBI Canada

IT Initiatives:

According to PM Network (December 2006, Vol. 20, No. 12), State

Bank of India launched a project in 2002 to network more than 14,000 domestic and 70
foreign offices and branches. The first and the second phases of the project have
already been completed and the third phase is still in progress. As of December 2006,
over 10,000 branches have been covered. The new infrastructure serves as the bank's
backbone, carrying all applications, such as the IP telephone network, ATM network,

Internet banking and internal e-mail. The new infrastructure has enabled

26
the bank to further grow its ATM network with plans to add another 3,000 by the end of
2007 raising the total number to 8,600. As of September 20, 2007 SBI has 7236 ATMs.

27
Corporate Details:
This site provides comprehensive information on State Bank of India or SBI
Bank, the premier Nationalized Indian Bank. State Bank of India is actively involved
since 1973 in non-

profit activity called Community Services Banking.

State Bank of India is India's largest bank amongst all public and private sector banks
operating in India. State Bank of India owns and operates the following subsidiaries and
Joint Ventures –

 State Bank Of India Credit Card

 State Bank Of India Online
 State Bank Of India USA
 State Bank Of India Services
 State Bank Of India Mutual Funds
 State Bank Of India Branch
 State Bank Of India NRI Account

Banking Subsidiaries:
• State Bank of Bikaner and Jaipur (SBBJ)

• State Bank of Hyderabad (SBH)

• State Bank of Indore (SBI)

• State Bank of Mysore (SBM)

• State Bank of Patiala (SBP)

• State Bank of Saurashtra (SBS)

• State Bank of Travancore (SBT)

Foreign Subsidiaries:
• State bank of India International (Mauritius) Ltd.

28
 • State Bank of India (California).

• State Bank of India (Canada).

• INMB Bank Ltd, Lagos.

Non- banking Subsidiaries.

• SBI Capital Markets Ltd (SBICAP)

• SBI Funds Management Pvt Ltd (SBI FUNDS)

• SBI DFHI Ltd (SBI DFHI)

• SBI Factors and Commercial Services Pvt Ltd (SBI FACTORS)

• SBI Cards & Payments Services Pvt. Ltd. (SBICPSL)

Joint ventures:
• SBI Life Insurance Company Ltd (SBI LIFE).

Activities:
State Bank of India administrative structure is well equipped to oversee the
large network of branches in India and abroad. The State Bank of India 14 Local Head
Offices and 57 Zonal Offices are located at important cities spread throughout the
country. State Bank of India has 52 foreign offices in 34 countries across the globe. The
Corporate Accounts Group is a Strategic Business Unit of the Bank set up exclusively
to fulfill the specialized banking needs of top corporate in the country.

The main activities of are into -

• Personal Banking.

• NRI Services.

• Agriculture.

• International.

• Corporate.

• SME.

29
• Domestic Treasury.

30
State Bank of India offers the following services to its customers -

• Domestic Treasury.

• SBI Vishwa Yatra Foreign Travel Card.

• Broking Services

• Revised Service Charge.

• ATM Services.

• Internet Banking.

• E-Pay.

• E-Rail.

• RBIEFT.

• Safe Deposit Lockers.

• Gift Cheques.

• MICR Codes.

• Foreign Inward Remittances.

Moreover, State Bank of India has Colleges/Institutes/Training Centers that are the
seats of learning and research and development. It caters not only to the employees of
State Bank of India but also other banks/establishments in India and abroad.

Performance:
SBI Bank India had Total Income of Rs 68376.83 crore for the financial year
2006 -07. State Bank of India has posted Net Income to the tune of Rs 6364.38 crore or
the financial year 2006 -07.

Organization:
State Bank of India is headed by Mr. Shri O. P. Bhatt, Chairman.

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Company Profile of ICICI:

ICICI Bank is India's second-largest bank with total assets of Rs. 3,849.70 billion
(US$ 82 billion) at September 30, 2008 and profit after tax Rs. 17.42 billion for the
half year ended September 30, 2008. The Bank has a network of about 1,400 branches
and 4,530 ATMs in India and presence in 18 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 United States, Singapore, Bahrain, Hong Kong, Sri Lanka, Qatar
and Dubai International Finance Centre and representative offices in United Arab
Emirates, China, South Africa, Bangladesh, Thailand, Malaysia and Indonesia. Our UK
subsidiary has established branches in Belgium and Germany.

ICICI Bank's equity shares are listed in India on Bombay Stock Exchange and the
National Stock Exchange of India Limited and its American Depositary Receipts (ADRs)
are listed on the New York Stock Exchange (NYSE).

Inception:
ICICI Bank was originally promoted in 1994 by ICICI Limited, an Indian financial
institution, and was its wholly-owned subsidiary. ICICI's shareholding in ICICI Bank was
reduced to 46% through a public offering of shares in India in fiscal 1998, an equity
offering in the form of ADRs listed on the NYSE in fiscal 2000, ICICI Bank's acquisition
of Bank of Madura Limited in an all-stock amalgamation in fiscal 2001, and secondary
market sales by ICICI to institutional investors in fiscal 2001 and fiscal 2002. ICICI was
formed in 1955 at the initiative of the World Bank, the Government of India and

32
representatives of Indian industry. The principal objective was to create a development
financial institution for providing medium-term and long-term project financing to Indian
businesses. In the 1990s, ICICI transformed its business from a development financial
institution offering only project finance to a diversified financial services group offering a
wide variety of products and services, both directly and through a number of
subsidiaries and affiliates like ICICI Bank. In 1999, ICICI become the first Indian
company and the first bank or financial institution from non-Japan Asia to be listed on
the NYSE.

After consideration of various corporate structuring alternatives in the context of the

emerging competitive scenario in the Indian banking industry, and the move towards
universal banking, the managements of ICICI and ICICI Bank formed the view that the
merger of ICICI with ICICI Bank would be the optimal strategic alternative for both
entities, and would create the optimal legal structure for the ICICI group's universal
banking strategy. The merger would enhance value for ICICI shareholders through the
merged entity's access to low-cost deposits, greater opportunities for earning fee-based
income and the ability to participate in the payments system and provide transaction-
banking services. The merger would enhance value for ICICI Bank shareholders
through a large capital base and scale of operations, seamless access to ICICI's strong
corporate relationships built up over five decades, entry into new business segments,
higher market share in various business segments, particularly fee-based services, and
access to the vast talent pool of ICICI and its subsidiaries. In October 2001, the Boards
of Directors of ICICI and ICICI Bank approved the merger of ICICI and two of its wholly-
owned retail finance subsidiaries, ICICI Personal Financial Services Limited and ICICI
Capital Services Limited, with ICICI Bank. The merger was approved by shareholders
of ICICI and ICICI Bank in January 2002, by the High Court of Gujarat at Ahmadabad in
March 2002, and by the High Court of Judicature at Mumbai and the Reserve Bank of
India in April 2002. Consequent to the merger, the ICICI group's financing and banking
operations, both wholesale and retail, have been integrated in a single entity.

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

33
ICICI Bank (BSE: ICICI) (formerly Industrial Credit and Investment Corporation of India)
is India's largest private sector bank in market capitalization and second largest overall
in terms of assets. Bank has total assets of about USD 100 billion (at the end of March
2008), a network of over 1,399 branches, 22 regional offices and 49 regional
processing centres, about 4,485 ATMs (at the end of September 2008), and 24 million
customers (at the end of July 2007). ICICI Bank offers a wide range of banking
products and financial services to corporate and retail customers through a variety of
delivery channels and specialised subsidiaries and affiliates in the areas of investment
banking, life and non-life insurance, venture capital and asset management. (These
data are dynamic.) ICICI Bank is also the largest issuer of credit cards in India. [1]. ICICI
Bank has got its equity shares listed on the stock exchanges at Kolkata and Vadodara,
Mumbai and the National Stock Exchange of India Limited, and its ADRs on the New
York Stock Exchange (NYSE).

The Bank is expanding in overseas markets and has the largest international balance
sheet among Indian banks. ICICI 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 Canada, Russia and the UK, offshore banking
units in Bahrain and Singapore, an advisory branch in Dubai, branches in Belgium,
Hong Kong and Sri Lanka, and representative offices in Bangladesh, China, Malaysia,
Indonesia, South Africa, Thailand, the United Arab Emirates and USA. Overseas, the
Bank is targeting the NRI (Non-Resident Indian) population in particular.

ICICI reported a 1.15% rise in net profit to Rs. 1,014.21 crore on a 1.29% increase in
total income to Rs. 9,712.31 crore in Q2 September 2008 over Q2 September 2007.

1955: The Industrial Credit and Investment Corporation of India Limited (ICICI) was
incorporated at the initiative of 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 is elected as the first Chairman of ICICI
Limited.

34
 ICICI emerges as the major source of foreign currency loans to Indian industry.
Besides funding from 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, of 3.5%.

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.

1967: ICICI made its first debenture issue for Rs.6 crore, which was oversubscribed.

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

1972: ICICI becomes 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 and
manages 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.

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.

35
 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 Commonwealth
Development 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

1997 : ICICI Ltd was the first intermediary to move away from a single prime rate
structure to a 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: A new logo symbolizing the common corporate identity for the ICICI Group was
introduced.

ICICI announced takeover of Anagram Finance.

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

ICICI becomes the first Indian company to get listed on the NYSE through an
issue of American Depositary Shares.

36
2000 : ICICI Bank became the first commercial bank from India to get its stock listed on
the NYSE.

ICICI Bank announces merger with Bank of Madura.

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

2002: ICICI Ltd merged with ICICI Bank Ltd to create India’s second-largest bank in
terms of assets.

ICICI assigned higher than "Sovereign" rating by Moody’s.

ICICI Bank launched India’s first CDO (Collateralised Debt Obligation) Fund
named Indian Corporate Collateralised Debt Obligation Fund (ICCDO Fund).
"E-Lobby", a self-service banking centre and a first of its kind in India, is
inaugurated in Pune.
ICICI Bank launched Private Banking.
A 1,100-seat Call Centre for Customer Care by phone and e-mail was 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, India’s 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.
The first offshore banking unit (OBU) at SEEPZ Special Economic Zone,
Mumbai, was launched.
ICICI Bank’s representative office inaugurated in Dubai.
Representative office set up in China.
ICICI Bank’s UK subsidiary launched.
India’s first ever "Visa Mini Credit Card", a credit card 43% smaller in dimensions
was launched.

37
 A subsidiary of ICICI Bank was 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.

India’s first multi-branded credit card with HPCL and Airtel launched.
Kisan Loan Card and innovative, low-cost ATMs were launched in rural India.
ICICI Bank and CNBC TV 18 announced India’s first ever awards recognizing
the achievements of SMEs, a pioneering initiative to encourage the contribution
of Small and Medium Enterprises to the growth of the 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 to 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.

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.
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.

38
 Becomes the first Indian company to make a simultaneous equity offering of
$1.8 billion in India, the United States and Japan.
Acquired IvestitsionnoKreditny Bank of Russia.
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.

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.

Introduced a new product - ‘NRI smart save Deposits’ – a unique fixed deposit
scheme for nonresident Indians.
Representative offices opened in Thailand, Indonesia and Malaysia.
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 Bank’s
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.

2007: ICICI Bank makes a USD 2 billion three-tranche international bond offering,
which becomes the largest bond offering by an Indian bank.

Sangli Bank was amalgamated with ICICI Bank.

ICICI Bank raised Rs 20,000 crore (approx $5 billion) from domestic and
international markets through a follow-on public offer.
ICICI Bank’s 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 India’s first ever jewellery card in association with jewellery major
Gitanjali Group.

39
 ICICI Bank became the first bank in India to launch a premium credit card -- The
Visa Signature Credit Card.
The foundation stone for a regional hub in Gandhinagar, Gujarat was laid.
ICICI Bank 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 careers in banking, ICICI Bank launched the "Probationary Officer
Programme".
Launched Bank@Home services for all savings and current account customers
residing in India
ICICI Bank Eurasia LLC inaugurated its first branch at St Petersburg, Russia.

2008: ICICI Bank enters USA, launches its first branch in New York

ICICI Bank enters Germany, opens its first branch in Frankfurt

ICICI Bank launched iMobile, a breakthrough innovation in banking where
practically all Internet banking transactions can now be done easily on the
mobile phone.
ICICI Bank concluded India's largest ever securitization transaction of a pool of
retail loan assets aggregating to Rs. 48.96 billion (equivalent of USD 1.21 billion)
in a multi-tranche issue backed by four different asset categories. It is also the
largest deal in Asia (ex-Japan) in 2008 till date and the second largest deal in
Asia (ex-Japan and Australia) since the beginning of 2007.
ICICI Bank launches ICICIACTIVE-Banking Interactive Service - along with DISH
TV, which will allow viewers to see information about the Bank's products and
services and contact details on their DISH TV screens.

40
 ICICI Bank and British Airways launch a co-branded credit card, designed to
earn cardholders accelerated reward points with every British Airways flight or by
spending on everyday purchases

Personal Banking:

• Deposits
• Loans
• Cards
• Investments
• Insurance
• Demat services
• Wealth management

NRI Banking:

 Money Transfer
 Bank accounts
 Investments
 Property Solutions
 Insurance
 Loans

Business Banking:

➢ Corporate net banking

➢ Cash Management
➢ Trade services
➢ FXonline
➢ SME services

41
 ➢ Online taxes
Custodial services

42
 DATA ANALYSIS &INTERPERTATION

Table1

In terms of ATM facilities:

ICICI SBI

Excellent 50 50

Very good 30 20

Average 15 10

Below average 5 5

Total 100 100

Analysis:

From the above table we can observe that ICICI bank provides more ATM than SBI
bank. Mostly users says that ICICI bank ATM facilities are better in comparison of SBI
bank.

Interpretation:

From the above table 50 respondents are falling under the group of ICICI and 50
respondents are falling under the group of SBI under excellent group. And 30 of
respondents are falling under the group ICICI and 20 respondents are falling under the

43
group of SBI under very good. And 15 respondents are falling under ICICI and 10
respondents are falling under the group of SBI under average group. And 5
respondents are falling under the group of ICICI and 5 respondents are falling under
SBI under below average group.

Graph1

Table 2

In terms of mobile banking facilities

44
 ICICI SBI

Excellent 55 50

Very good 30 25

Average 10 15

2 5
Below average
Poor 3 5

Total 100 100

Analysis:
From the above table we can observe that ICICI bank provides more INTERNET
BANKING facilities than SBI bank. Mostly users says that ICICI bank INTERNET
BANKING facilities are better in comparison of SBI bank.

Interpretation:
From the above table 55 of respondents are belonging to the ICICI bank And 50
respondents are belonging to SBI under excellent group. And 30 of respondents are
belonging to the ICICI And 25 respondents are belonging to SBI under very good
group. And 10 of the respondents are belonging to the ICICI bank and 15 of the
respondents are belonging to the SBI bank under average group. And 2 of the
respondents are belonging to ICICI and 5 of the respondents are belonging to SBI
bank under below average group. And 3 of the respondents are belonging to ICICI
bank and 5 of the respondents are belongong to SBI bank under pooe group.

Graph2

45
Table3

In terms of core banking facilities

ICICI Sbi

Excellent 50 45

Verygood 25 20

Average 15 20

Below average 5 10

Poor 5 5

Total 100 100

46
Analysis:

From the above table we can observe that ICICI bank provides more CORE BANKING
facilities than SBI bank. Mostly users says that ICICI bank CORE BANKING facilities
are better in comparison of SBI bank.

Interpretation:

From the above table 50 of respondents are belonging to the category of ICICI and 45
of the respondents are belonging to the category of SBI under the excellent group. And
25 of respondents are belonging to the category of ICICI and 20 respondents sre
belonging to the category of SBI under very good group. And 15 of respondents are
belonging to the category of ICICI and 20 of respondents are belonging to the category
of SBI under average group. And 5 of respondents are belonging to the category of
ICICI and 10 of respondents are belonging to the category of SBI under below average
group. And 5 of respondents are belonging to the category of ICICI And 5 of
respondents are belonging to the category of SBI under poor group.

Graph:3

47
Table4

In terms of complain handling

ICICI SBI

Excellent 65 45

Verygood 25 20

Average 5 20

Below average 3 10

Poor 2 5

Total 100 100

Analysis:

From the above table we can observe that ICICI bank provides better complain
handling scheme than SBI bank. Mostly users says that ICICI bank facilities are better
in comparison of SBI bank.

Interpretation:

From the above table 65 of respondents belong to the category of ICICI and 45 of
respondents are belonging to the category of SBI under excellent group. And 25 of
respondents are belonging to the category of SBI and 20 of respondents are belonging

48
to the category of SBI under very good. And 5 of respondents are belonging to the
category of ICICI and 20 of respondents are belonging to the category of SBI under
average. And 3 of respondents are belonging to the category of ICICI and 10 of
respondents are belonging to the category of SBI under below average group. And 2 of
respondents are belonging to the category of ICICI and 5 of respondents are belonging
to the category of SBI under poor group.

Graph4

Table 5

IN TERMS OF CUSTOMER ORIENTATION

49
 ICICI SBI

Excellent 50 45

Verygood 30 25

Average 10 20

Below average 5 5

Poor 5 5

Total 100 100

Analysis:

From the above table mostly people who are having account in ICICI bank say that the
ICICI bank provides good customer orientation and less SBI bank account holders
having satisfaction with there bank.

Inference:

From the above table 50 of respondents are falling under the ICICI And 45 of
respondents are falling under the SBI under excellent group. And 30 of respondents are
falling under the ICICI and 25 respondents are falling under the SBI under very good
group. And 10 of respondents are falling under the ICICI and 20 respondents are falling
under the SBI under average group. And 5 respondents are falling under the ICICI and
5 respondents are falling under the SBI under below average group. And 5 respondents
are falling under the ICICI and 5 respondents are falling under the SBI under poor
group.

Graph5

50
Table 6

IN TERMS OF LOAN FACILITY

ICICI SBI

Excellent 50 45

Verygood 35 35

Average 10 10

Below average 3 5

Poor 2 5

Total 100 100

51
Analysis:

From the above table mostly people who are having account in ICICI bank say that the
ICICI bank provides good customer orientation and less SBI bank account holders
having satisfaction with there bank.

Interpretation:

From the above table 50 of respondents are falling under the ICICI And 45 of
respondents are falling under the SBI under excellent group. And 35 of respondents are
falling under the ICICI and 35 respondents are falling under the SBI under very good
group. And 10 of respondents are falling under the ICICI and 10 respondents are falling
under the SBI under average group. And 3 respondents are falling under the ICICI and
5 respondents are falling under the SBI under below average group. And 2 respondents
are falling under the ICICI and 5 respondents are falling under the SBI under poor
group.

Graph 6

52
Table 7
In terms of Repeat Complains

ICICI SBI
65 60
There is usually no repeat
complaints for the work
done
25 25
There is frequent repeat
complaints (more than 5
out of 10 complaints)
5 10

In all cases complaints

have to be repeated
3 3
There are many repeat
complaints (3-5 out of 10
complaints)

There are few repeat 2 2

53
 complaints for the work
done (1-2 out of 10
complaints)
Total 100 100

Analysis:

From the above table mostly people who are having account in ICICI bank say that the
ICICI bank provides good customer orientation and less SBI bank account holders
having satisfaction with there bank.

Interpretation:

From the above table 65 of the respondents falling in the category of ICICI And 60 of
the respondents falling in the category of SBI under 1st condition. And 25 of the
respondents falling in the category of ICICI And 25 of the respondents falling in the
category of SBI under 2nd condition. And 3 of the respondents falling in the category of
ICICI And of the respondents falling in the category of SBI under 3rd condition. And 3 of
the respondents falling in the category of ICICI And 3 of the respondents falling in the
category of SBI. And 2 of the respondents falling in the category of ICICI And 2 of the
respondents falling in the category of SBI under 5th condition.

Graph7

Table8

54
 IN TERMS OF INTEREST RATES

ICICI SBI

High 60 55

Reasonable 25 25

Low 15 20

Total 100 100

Analysis:

From the above table mostly people who are having account in ICICI bank say that the
ICICI bank provides good customer orientation and less SBI bank account holders
having satisfaction with there bank.

Interpretation:

From the above table 60 of respondents are falling under the ICICI And 55 of
respondents are falling under the SBI under high group. And 25 of respondents are
falling under the ICICI and 25 respondents are falling under the SBI under very good
group. And 15 of respondents are falling under the ICICI and 20 respondents are falling
under the SBI under average group

55
Graph 8

Table9
IN TERMS OF CURRENT ACCOUNT

ICICI SBI

Excellent 55 40

Verygood 35 35

Average 5 15

Below average 3 5

56
 Poor 2 5

Total 100 100

Analysis:
From the above table mostly people who are having account in ICICI bank say that the
ICICI bank provides good customer orientation and less SBI bank account holders
having satisfaction with there bank.

Inference:
From the above table 55 of respondents are falling under the ICICI And 40 of
respondents are falling under the SBI under excellent group. And 35 of respondents are
falling under the ICICI and 35 respondents are falling under the SBI under very good
group. And 5 of respondents are falling under the ICICI and 15 respondents are falling
under the SBI under average group. And 3 respondents are falling under the ICICI and
5 respondents are falling under the SBI under below average group. And 2 respondents
are falling under the ICICI and 5 respondents are falling under the SBI under poor
group.

Graph9

57
58
59
Findings:

 Sum Of the respondents to choose the SBI bank is because the bank is proving
more ATM facility to the customers.
 And many of the respondents are saying the reason to choose the services of
the SBI bank is because they are good in efficient customer service.
 And the income level of the respondents who are having an account in SBI bank
falling under the income level of Rs. 5,000 – Rs.15.000.
 The age group of 25yrs – 35yrs respondents mostly is having an account in SBI
bank.
 The both gender are equally having an account in SBI bank.
 And many of the respondents are not aware of the many services rendered by
the SBI bank. The few are deposit of cash in ATM, request for cheque book in
ATM, end of the day balance in mobile, etc.
 Sum Of the respondents to choose the ICICI bank is because the bank is
more reliable to the customers.
 And many of the respondents are saying the reason to choose the
services of the ICICI bank is because they are good in efficient customer service
and efficient complaint handling.
 The male gender is mostly having an account in ICICI bank.
 And many of the respondents are not aware of the many services
rendered by the ICICI bank. The few are deposit of cash in ATM, request for
cheque book in ATM, end of the day balance in mobile, etc.

60
61
,

62
 Recommend

ation suggestions and conclusions :

RECOMMENDATIONS.

 Since many of the respondents are not aware of there key services. The bank has
to take
some initiatives.
 The bank can post a list of services that they are rendered to the
 customers inside the bank
Premises.
 And they can post demo of all these services in their bank website.
 They can concentrate more on the respondents are falling under the age group
25yrs – 35yrs.
 The SBI bank can concentrate on customer complaints handling.
 The ICICI bank can concentrate on the female gender.
 The bank can also send a post to there customers by informing there services and
how to
proceed with that and all details they can mention it in the post.

SUGGESTIONS

• Since the banking are completely are in e business and e commerce which Is
not suit to rural sides.

• Since the banks are having lot of interbank transaction it is difficult to take all
accounts to meet the RBI rules.

63
 • All privatized banks are Having core banking system that the new players and
old public sectors banks have to improve according to the new scenario.

• Most of the public sector banks have merely exits the old badla systems.

Conclusion:

• Since both the banks are competing equally with each other.
• But SBI bank is little bit below the line in customer complaints handling when
compared to ICICI bank.
• ICICI is giving more interest rates comparing than SBI bank.
• Loan facility is also better in ICICI.
• ICICI bank is better than SBI bank.

64
65
 APPENDICES AND ANNEXURES .

Date: ______________

Name of the Respondent: _______________________________

Age: ______________

Occupation: _____________________________

Education qualification____________________

Q1. Which bank do you have account in?

ICICI

SBI

Q2. In terms of ATM facilities ?

Excellent service

Very good service

Good service

66
 Below average service

Poor service

Q3 In terms of mobile banking facilities?

Excellent service

Very good service

Good service

Below average service

Poor service

Q4. In terms of Core banking facilities?

Excellent service

Very good service

Good service

Below average service

Poor service

Q5. In terms of Complain handling?

Excellent service

67
 Very good service

Good service

Below average service

Poor service

Q6. In terms of customer orientation?

Excellent service

Very good service

Good service

Below average service

Poor service

Q7. In terms of Loan facilities?

Excellent service

68
 Very good service

Good service

Below average service

Poor service

Q8. In terms of Repeat Complaints

There is usually no repeat complaints for the work done

There is frequent repeat complaints (more than 5 out of 10 complaints)

In all cases complaints have to be repeated

There are many repeat complaints (3-5 out of 10 complaints)

There are few repeat complaints for the work done (1-2 out of 10 complaints)

69
Q9 In terms of interest rates?

High

Reasonable

Low

Q10 In terms of Current account facility?

Excellent service

Very good service

Good service

Below average service

Poor service

70
 BIBLIOGRAPHY
Books
S.P. gupta reference book
S.P. gupta
Edition 2008
Himalaya publishing house

WEBSITES
www.google.com
www.encyclopedia.com
www.sbi.com
www.icici.com

71