COMPRATIVE STUDY ON SERVICES PROVIDED BY

ICICI BANK AND HDFC BANK

A Project submitted to
University of Mumbai for partial completion of the degree of
Bachelor in Commerce (Banking and Insurance)
Under the faculty of Commerce

by
Surekha Gupta
Roll No. A53

Under the guidance of

Ms . Anubhuti Singh
 INTRODUCTION OF TOPIC

Banking is the backbone of a modern economy. Health of banking industry is one of the most important pre-conditions for sustained economic
progress of any country. The world of banking has assumed a new dimension at the dawn of the 21st century with the advent of tech banking,
thereby lending the industry a stamp of universality. In general, banking may be classified as retail and corporate banking. Retail banking, which is
designed to meet the requirements of individual customers and encourage their savings, includes payment of utility bills, consumer loans, credit
cards, checking account balances, ATMs, transferring funds between accounts and the like. Corporate banking, on the other hand, caters to the
needs of corporate customers like bills discounting, opening letters of credit and managing cash.
ICICI Bank Ltd. is an Indian diversified financial services company headquartered in Mumbai, Maharashtra. It is the second largest bank in India
by assets and third largest by market capitalization. It 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 in the areas of investment banking, life and non-life
insurance,venture capital and asset management. HDFC Bank was incorporated in Aug. 1994 and promoted by Housing Development Finance
Corporation Limited (HDFC) India’s premier housing finance company which also enjoys an impeccable track record in India as well as in

international markets.
 OBJECTIVE OF THE STUDY

 To study the market shares in banking sector of ICICI & HDFC.

 To study the customer satisfaction with ICICI & HDFC.
 To analyze the decision making process of the customer.
 To study the customer perception about ICICI & HDFC
 RESEARCH METHODOLOGY

The study was conducted by the means of personal interview with respondents and the information given by them were directly recorded on
questionnaire. For the purpose of analyzing the data it is necessary to collect the vital information. There are two types of data, this are

 Primary Data
 Secondary data

PRIMARY DATA:

Primary data is fresh data. This data is collected from books, internet and direct questionnaire. The data is collected from questionnaire. The
questionnaire is filled from customer through direct interviewing them.

SECONDARY DATA:

Secondary data is collected from magazines, newspaper, etc.

E.g.; social networking sites, books, newspaper, etc.
 STUDIES FROM REVIEW OF LITERATURE

Dr. Srinivas K. and Saroja L. (2013) conducted a study to compare the financial performance of HDFC Bank and ICICI Bank. From the study it is
clear that there is no significance difference between the ICICI and HDFC bank’s financial performance but we conclude that the ICICI bank
performance is slightly less compared with HDFC.
Biswas Mahua (2014) studied the financial performance of Andhra Bank & Bank of Maharashtra. Andhra Bank dominated in Management
Efficiency and Earning Quality. However on Assets Quality & Liquidity Bank of Maharashtra dominated over Andhra Bank. Both the banks were on
par with respect to the Cash Adequacy Ratio. Overall both the banks were found to be performing on par with each other.
Mishra Bharti Meghani (2015) studied that two banks viz., Bank of Baroda and Punjab National Bank have succeeded in maintaining CRAR at a
higher level than the prescribed level 10%. But the Bank of Baroda has maintained highest across the duration of last five years. It is very good
sign for the banks to survive and to expand in future. Out of 14 ratios used, the average figures of Bank of Baroda is the best for (6 ratios)
followed by Punjab National Bank (5 ratios). Thus it is established that Bank of Baroda is the best bank in the selected public sector banks.
 DATA ANALYSIS
1. Which bank give more returns?

Bank No of respondent
ICICI 56
HDFC 23
Others

Interpretation
The above diagram shows the no. of customer of ICICI & HDFC Bank. The no. of customer in ICICI Bank is 56 it is
more than the no. of customer in HDFC Bank. The no. of customer in HDFC Bank is 23 it is less than the ICICI Bank. In the diagram
there are some response of customer who’s from other bank also.
2. Are you satisfied with services of bank?
Options No of
respondent

Yes 78
No 1

Interpretation
In the above diagram the no of person out of total response 78 of Yes & 1 No. From this it is
understood that yes is more as compared to no.
3. Are you aware of all the account provided by your bank?

Options No of
respond
ent
Yes 72
No 7

Interpretation
In the above diagram the no of person out of total response 72 of Yes & 7 No. From this it is
understood that yes is more as compared to no.
 FINDINGS

One of the most important reasons for which people are opting the Private Banks is due to the services and inter connectivity between the
branches.
79 people respond to this study 50 respondents in ICICI & 29 in HDFC Bank Out of 41 are male and 38 are female. Working ladies and school-college
Student having knowledge about the service.
Most of the respondents who lies under 21-30 is 49.
Among 79 respondents most of them are either service holder or business Person. Because the service are more benefited towards this people.
It is very interesting to see that 56 people have account in ICICI, & 23 in HDFC. But ICICI has more customer than others. Users got excellent services from
ATM BANKING, BALANCE ENQUIRY, BILLS PAYMENT, ONLINE SHOPPING and ONLINE RECHARGE etc., And other services have not excellent
performance like that. Most of the users have no requirement for daily base transactions, they prefer
Monthly base transactions. This study revealed that most of the users claim that they aware of security Threats and they took recommend steps to secure the
net banking. People also claim that ATM SERVICE, BILL PAYMENT SERVICE,
INTERNET SECURITY SERVICE should be modified in near future. Some People also want a customer feedback service.
Moreover 74 people are highly satisfied with this services and 5 people are Satisfied and remain are not properly satisfied. It was found from the study that
bank believes in quality service rather Than quantity of service.
 CONCLUSION AND SUGGESTIONS
Conclusion
In a country like India, there is a need for providing better & customized services to customer. Banking is also now being regarded as a versatile financial
planning tool. Research indicates that Indians have four basic financial needs during their life asset accumulation (such as buying a house or car),
protecting their family, securing their children’s education, and provision for their retirement. India being a country having a huge population of around
one billion people with only 32% of the banking population in India possessing banking the country has a vast potential, which has been left untapped till
now. Banking Company Banking advisors are the lifeline and a very huge asset so each company try to recruit and select a potential force of Banking
advisors because this is the advisors who generate maximum business for the Bank. Banking advisors provide a very strong support to the Bank and do all
possible efforts to generate huge amount of profit to the company and for him Hence, banks should design a secure website to address security and trust
issues.
Suggestion
The survey was conducted with 79 people of Mumbai (suburban area).

ICICI Bank and HDFC bank has to improve its brand image, i.e.it has to position itself in the minds of prospects in a better way in comparisons to
others.
It should provide better career opportunities for the retention of its potential advisors.
Further it has to provide training to its recruited advisors by good and efficient training methods, which might be a little bit customized if needed.
It should more emphasize in advertising, as it is the most powerful tool to position and brand in the mindsets of customers.
It should provide online training and for those who are in jobs and want to become advisors ICICI should provide evening training classes, so that they
can join the training after doing their jobs.