PROJECT REPORT

ON

CUSTOMER SATISFACTION OF ICICI BANK

Submitted in partial fulfillment of the requirements for award of Bachelor of Business Administration (Gen) Of Guru Gobind Singh Indraprastha University, Delhi. Submitted by Name: VARUN GUPTA Enrolment No: 01110601710 Of Ansal Institute of Technology Gurgaon Guided by A.K Malhotra

Guru Gobind Singh Indraprastha University, Delhi

CERTIFICATE

This is to certify that the project titled CUSTOMER SATISFACTION OF ICICI BANK submitted by VARUN GUPTA of BBA (General), 5th Semester of ANSAL INSTITUTE OF TECHNOLOGY affiliated to GGSIP University, Delhi is original and authentic. This has been carried/done under my supervision & guidance.

Date : Place : SUPERVISOR

EVALUATION OF THE PROJECT

This is to certify that the project titled CUSTOMER SATISFACTION OF ICICI BANK submitted by VARUN GUPTA of BBA (General),5th Semester of ANSAL INSTITUTE OF TECHNOLOGY affiliated to GGSIP University, Delhi has been examined by the following examiners:

INTERNAL EXAMINER EXAMINER

EXTERNAL

ACKNOWLEDGEMENT

I would like to express big thanks to A.K Malhotra for all his time & support given to me. Her experience, knowledge & support lead me to complete my project timely & successfully.

NAME BBA (G) B ROLL NO.

TABLE OF CONTENTS

S.No
1. INTRODUCTION

TOPIC

2.

LITERATURE REVIEW

3.

RESARCH METHODOLOGY

4.

DATA ANALYSIS & INTERPRETATION

5.

CONCLUSION

ANNEXURE : BIBLIOGRAPHY QUESTIONNAIRE

RATIONALE OF THE STUDY

Private banking is a concept which is new and fast emerging in the world of banking where changes have become a necessity in order for banks to survive in this competitive environment vis--vis not only from the public and private sector banks but also from the foreign banks. The objective of the research is to explore the various products, which a private banker deals into and the systematic process involved to match client requirements with the right kind of product.

Through this research one of the main objectives is to explore the reason why most of the banks are injecting private banking as business profile to their set of service offerings. Though private banking evolved in late 80s in Asia, in India its not more than 5 years old. ICICI started it in Aug 2002 and since then it has been a remarkable success. Today there are enormous solutions to cater client needs but what suits best to a client is where private banking fits in. Every client will have different needs, liking and preferences. So a customized portfolio for every client is the need of the day. This research will highlight more on the product portfolio of ICICI Private Banking, how they have changed or innovatively structured to be attractive and competitive. I have used secondary as well as primary sources to complete the project report.

INTRODUCTION

ABOUT INDUSTRY ICICI BANK

ICICI was established by the Government of India in the 1960s as a Financial Institution with the objective to finance large industrial projects. ICICI was not a bank - it could not take retail deposits; and nor was it 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. These funds were deployed in large corporate loans. All this changed in 1990s. ICICI founded a separate legal entity - ICICI Bank which undertook normal banking operations - taking deposits, credit cards, car loans etc. The experiment was so successful that ICICI merged into ICICI Bank ("reverse merger") in 2002. At the time of the reverse merger, there were rumors that ICICI had 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 NP As has come down to prudent levels (even if it were high earlier). ICICI Bank now has the largest market share among all banks in retail or consumer financing. ICICI Bank is the largest issuer of credit cards in India [citation needed]. It was the first bank to offer a wide network of ATM's and had the largest network of ATM's till 2005, before SBI caught up with it.

ICICI bank now 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. The bank is expanding in overseas markets. It has operations in the UK, Hong Kong, Singapore and Canada. It acquired a small bank in Russia recently. It has tie-ups with major banks in the US and China. The bank is aggressively targeting the NRI (Non Resident Indian) population for expanding its business.

ICICI BANK FACT FILES Total assets: 4,736.47 billion (US$ 93 billion) at March 31, 2012 Network: 2,777 branches ATMs: Over 10,021 Abroad Subsidiaries: United Kingdom and Canada Abroad branches: Singapore and Bahrain Representative offices: United States, China, United Arab Emirates, and Bangladesh And South Africa.. ICICI 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 and Bangladesh. Our UK subsidiary has established a branch in Belgium. ICICI Bank is the most valuable bank in India in terms of market capitalization. ICICI Bank's equity shares are listed in India on the Bombay Stock Exchange and the National Stock Exchange of India Limited and its American Depositary Receipts (ADRs) are listed on the New York Stock Exchange (NYSE). ICICI Bank has formulated a Code of Business Conduct and Ethics for its Directors and employees. ICICI Bank was originally promoted in 1994 by ICICI Limited, an Indian financial Institution, and was its wholly owned subsidiary. ICICI's shareholding in ICICI Bank was reduced to 46% through a public offering of shares in India in fiscal 1998, an equity offering in the form of ADRs listed on the NYSE in

fiscal 2000, ICICI Bank's acquisition of Bank of Madura Limited in an all-stock amalgamation in fiscal 2001, and secondary market sales by ICICI to institutional investors in fiscal 2001 and fiscal 2002. ICICI was formed in 1955 at the initiative of The World Bank, the Government of India and representatives of Indian industry. The principal objective was to create a development financial institution for Providing medium-term and long-term project financing to Indian businesses. In the 1990s, ICICI transformed its business from a development financial institution offering only project finance to a diversified financial service 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 nonJapan 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 lowcost 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. *Free float holding excludes all promoter holdings, strategic investments and Cross holdings among public sector entities.

ICICI GROUP

OBJECTIVES OF ICICI BANK

Promote good and fair banking practices by setting minimum standards in dealing with you Increase transparency so that you can have a better understanding of what you can reasonably expect of the services; Encourage market forces, through competition, to achieve higher operating standards; Promote a fair and cordial relationship between you and your bank; Foster confidence in the banking system

To Help You To Understand how Our Financial Products And Services Work By:

a. Giving you information about them in any one or more of the following languages: Hindi, English or the appropriate local language. b. Ensuring that our advertising and promotional literature is clear and not misleading c. Ensuring that you are given clear information about our products and services, the terms and conditions and the interest rates/service charges, which apply to them. d. Giving you information on what are the benefits to you, how you can avail of the benefits, what are their financial implications and whom you can contact for addressing you queries and how.

To Help You Use Your Account Or Service By: a. Providing you regular appropriate updates. b. Keeping you informed about changes in the interest rates, charges or terms and conditions. INFORMATION You can get information on interest rates, common fees and charges through any one of the following: a. Looking at the notices in our branches; b. Phoning our branches or help-lines; c. Looking on our website;

d. Asking our designated staff/help desk ;or e. Referring to the service guide/Tariff Schedule. Before You Become a Customer we will: give you clear information explaining the key features of the services and products you tell us you are interested in; give you information on any type of products and services which we offer and that may suit your needs; tell you if we offer products and services in more than one way [for example, through ATMs, on the Internet, over the phone, in branches and so on] and tell you how to find out more about them; tell you what information we need from you to prove your identity and address, for us to comply with legal, regulatory and internal policy requirements. Advertising, Marketing and Sales We will make sure that all advertising and promotional material is clear, and not misleading. In any advertising in any media and promotional literature that draws attention to banking service or product and includes a reference to an interest rate, we will also indicate whether other fees and charges will apply and that full details of the relevant terms and conditions are available on request. If we avail of the services of third parties for providing support services, we will require that such third parties handle your personal information

(if any available to such third parties) with the same degree of confidentiality and security as we would. We may, from time to time, communicate to you various features of our products availed by you. Information about our other products or promotional offers in respect of our products/services, will be conveyed to you only if you have given your consent to receive such information/ service either by mail or by registering for the same on our website or on our phone banking/customer service number. We have prescribed a code of conduct for our Direct Selling Agencies (DSAs) whose services we may avail to market our products/ services which amongst other matters requires them to identify themselves when they approach you for selling our products personally or through phone. In the event of receipt of any complaint from you that our representative/courier or DSA has engaged in any improper conduct or acted in violation of this Code, we shall take appropriate steps to investigate and to handle the complaint and to make good the loss.

Privacy and Confidentiality We will treat all your personal information as private and confidential [even when you are no longer a customer], and shall be guided by the following principles and policies

LIMITATIONS OF THE MARKETING MIX FRAMEWORK

The marketing mix framework was particularly useful in the early days of the marketing concept when physical products represented a larger portion of the economy. Today, with marketing more integrated into organizations and with a wider variety of products and markets, some authors have attempted to extend its usefulness by proposing a fifth P, such as packaging, people, process, etc. Today however, the marketing mix most commonly remains based on the 4 P's. Despite its limitations and perhaps because of its simplicity, the use of this framework remains strong and many marketing textbooks have been organized around it. PRODUCT ICICI BANK OFFERS WIDE VARIETY OF DEPOSIT PRODUCTS TO SUIT YOUR REQUIREMENTS. COUPLED WITH CONVENIENCE OF NETWORKED BRANCHES/ ATMS AND FACILITY OF E-CHANNELS LIKE INTERNET AND MOBILE BANKING, ICICI BANK BRINGS BANKING AT YOUR DOORSTEP. SELECT ANY OF OUR DEPOSIT PRODUCTS AND PROVIDE YOUR DETAILS ONLINE AND OUR REPRESENTATIVE WILL CONTACT YOU FOR ACCOUNT OPENING.

SAVING ACCOUNTS

ICICI BANK OFFERS YOU A POWER PACKED SAVINGS ACCOUNT WITH A HOST OF CONVENIENT FEATURES AND BANKING CHANNELS TO TRANSACT THROUGH. SO NOW YOU CAN BANK AT YOUR CONVENIENCE, WITHOUT THE STRESS OF WAITING IN QUEUES SENIOR CITIZEN SERVICES

WE UNDERSTAND THAT AS YOU REACH THE AGE TO RETIRE, YOU DO HAVE CERTAIN CONCERNS WHETHER YOUR HARD EARNED MONEY IS SAFE AND SECURE WHETHER YOUR INVESTMENTS GIVE YOU THE KIND OF RETURNS THAT YOU NEED. THAT'S WHY WE HAVE AN IDEAL BANKING SERVICE FOR THOSE WHO ARE 60 YEARS AND ABOVE. THE SENIOR CITIZEN SERVICES FROM ICICI BANK HAS SEVERAL ADVANTAGES THAT ARE TAILORED TO BRING MORE CONVENIENCE AND ENJOYMENT IN YOUR LIFE.

YOUNG STARS

It's really important to help children learn the value of finances and money management at an early age. Banking is a serious business, but we make banking a pleasure and at the same time children learn how to manage their personal finances.

FIXED DEPOSITS

Safety, Flexibility, Liquidity and Returns!!!! A combination of unbeatable features of the Fixed Deposit from ICICI Bank

RECURRING DEPOSITS

When expenses are high, you may not have adequate funds to make big investments. But simply going ahead without saving for the future is not an option for you. Through ICICI Bank Recurring Deposit you can invest small amounts of money every month that ends up with a large saving on maturity. So you enjoy twin advantages- affordability and higher earnings LOANS ICICI Bank offers wide variety of Loans Products to suit your requirements. Coupled with convenience of networked branches/ ATMs and facility of Echannels like Internet and Mobile Banking, ICICI Bank brings banking at your doorstep. Select any of our loan product and provide your details online and our representative will contact you for getting loans HOME LOAN

The No. 1 Home Loans Provider in the country, ICICI Bank Home Loans offers some unbeatable benefits to its customers - Doorstep Service, Simplified Documentation and Guidance throughout the Process. It's really easy!

PERSONAL LOANS

If you're looking for a personal loan that's easy to get, your search ends here. ICICI Bank Personal Loans are easy to get and absolutely hassle free. With minimum documentation you can now secure a loan for an amount up to Rs. 15 lakhs

CAR LOANS

The NO 1 financier for car loans in the country. Network of more than 1500 channel partners in over 780 locations. Tie-ups with all leading automobile manufacturers to ensure the best deals. Flexible schemes & quick processing. Hassle-free application process on the click of a mouse.

COMMERCIAL VEHICLE LOANS

Range of services on existing loans & extended products like funding of new vehicles, refinance on used vehicles, balance transfer on high cost loans, top up on existing loans, Extend product, working capital loans & other banking products

TWO WHEELER LOANS

Avail attractive schemes at competitive interest rates from the No 1 Financier for Two Wheeler Loans in the country. Finance facility up to 90% of the On Road Cost of the vehicle, repayable in convenient repayment options and comfortable tenors from 6 months to 36 months. Ride home on your Dream Two Wheeler with our hassle free finance.

FARM EQUIPMENT LOANS

Preferred financier for almost all leading tractor manufacturers in the country. Flexible repayment options in tandem with the farmer's seasonal liquidity. Monthly, Quarterly and Half-yearly repayment patterns to choose from. Comfortable repayment tenures from 1 year to 9 year

CARDS
ICICI Bank offers a variety of cards to suit your different transactional needs. Our range includes Credit Cards, Debit Cards and Prepaid cards. These cards offer you convenience for your financial transactions like cash withdrawal, shopping and travel. These cards are widely accepted both in India and abroad. Read on for details and features of each. CREDIT CARDS ICICI Bank Credit Cards give you the facility of cash, convenience and a range of benefits, anywhere in the world. These benefits range from life time free cards, Insurance benefits, global emergency assistance service, discounts, utility payments, travel discounts and much more.

DEBIT CARDS The ICICI Bank Debit Card is a revolutionary form of cash that allows customers to access their bank account around the clock, around the world. The ICICI Bank Debit Card can be used for shopping at more than 100,000 merchants in India and 13 million merchants worldwide. TRAVEL CARD Presenting ICICI Bank Travel Card. The Hassle Free way to Travel the world. Traveling with US Dollar, Euro, Pound Sterling or Swiss Francs; Looking for security and convenience; take ICICI Bank Travel Card. Issued in duplicate. Offers the Pin based security. Has the convenience of usage of Credit or Debit card.

PRE PAID CARDS

ICICI Bank brings to you a complete bouquet of pre-paid cards providing payment solutions at your fingertips. ICICI Bank pre-paid cards are a safe & convenient way for associate payments, disbursements, gifting & small ticket transactions. Pre-paid cards are available on a VISA platform thus providing accessibility to over one lakh merchant establishments & cash withdrawal from all VISA ATMs in India.

INVESTMENTS

At ICICI Bank, we care about all your needs. Along with Deposit products and Loan offerings, ICICI Bank assists you to manage your finances by providing various investment options ranging from ICICI Bank Tax Saving Bonds to Equity Investments through Initial Public Offers and Investment in Pure Gold. ICICI Bank facilitates following investment products:

ICICI Bank Tax Saving Bonds Government of India Bonds Investment in Mutual Funds Initial Public Offers by Corporate Investment in "Pure Gold" Foreign Exchange Services Senior Citizens Savings Scheme, 2004

You can invest in above products through any of our branches. For select products ICICI Bank also provides the ease of investing through electronic channels like ATMs and Internet (ICICIdirect.com)

DEMAT SERVICES

ICICI Bank Demat Services boasts of an ever-growing customer base of over 11.5 lacs account holders. In our continuous endeavor to offer best of the class services to our customers we offer the following features: e-Instructions: You can transfer securities 24 hours a day, 7 days a week through Internet & Interactive Voice Response (IVR) at a lower cost. Now with "Speak to transfer", you can also transfer or pledge instructions through our customer care officer. Consolidation Demat Account: Dematerialize your physical shares in various holding patterns and consolidate all such scattered holdings into your primary demat account at reduced cost Digitally Signed Statement: Receive your account statement and bill by email. Corporate Benefit Tracking: Track your dividend, interest, bonus through your account statement. Mobile Request: Access your demat account by sending SMS to enquire about Holdings, Transactions, Bill & ISIN details Mobile Alerts: Receive SMS alerts for all debits/credits as well as for any request, which cannot be processed Dedicated customer care executives specially trained at our call center, to handle all your queries. Countrywide network of over 235 branches, you are never far from an ICICI Bank Demat Services outlet

PRIVATE BANKING

The chosen few know that the secret to success in life is living it. To the fullest on your terms. Then life's luxuries follow naturally at home, at work, at play. Not as an exception, but as the rule. At ICICI Bank, we believe, it should be the same when it comes to banking. A world where talented people, synchronized processes and innovative products come together to create seamless global banking solutions. Solutions that go beyond wealth management. Solutions that are uniquely tailored to your specific needs. PRICE Growth due to increase in advances, net interest income The numbers Total income was Rs 6,316.19 crore in the first quarter from Rs 4,206.49 crore. The Net Interest Income (NII) of the bank increased by 52 per cent to Rs 1,475 crore from Rs 969 crore. Other income also rose to Rs 1,277.56 crore from Rs 1,090.5 crore. The net profit of ICICI Bank, the largest private sector bank in the country, increased 17 per cent to Rs 620.01 crore in the quarter ended June 30, 2010, from Rs 530.01 crore in the same quarter last fiscal. The growth in profit was mainly on account of increase in advances and the consequent rise in the net

interest income. Total income was up at Rs 6,316.19 crore in the first quarter from Rs 4,206.49 crore. The net interest income (NII) of the bank increased by 52 per cent to Rs 1,475 crore from Rs 969 crore. Other income also rose to Rs 1,277.56 crore from Rs 1,090.5 crore. Ms Kalpana Morparia, Joint Managing Director, said the increase in NII and fee income was offset by a fall in treasury income and higher provisioning. While fee income rose by 50 per cent to Rs 985 crore from Rs 658 crore, treasury earnings fell to Rs 88 crore from Rs 183 crore. Total expenditure increased to Rs 5,084.83 crore from Rs 3,235.71 crore. Provisions and contingencies increased by 62 per cent to Rs 482.78 crore (Rs 297.88 crore). Ms Morparia said the increase in provision was purely a function of higher level of general provision after the Reserve Bank of India increased the risk weight age on standard assets. The bank's net interest margin for the quarter was 2.5 per cent, marginally down from 2.6 per cent. This was despite little or no securitization in the first quarter, due the change in the guidelines, she said. "Re-pricing of loan products has helped the bank to maintain the margin. But the full effect of it will come from the second quarter," she said. ICICI Bank raised rates on retail and corporate loans and its benchmark prime-lending rate by 50 basis points in June 2006. Total advances increased by 50 per cent to Rs 1, 47,184 crore (Rs 97,909 crore). Retail advances increased by 59 per cent to Rs 98,687 crore (Rs 62,063 crore). Retail assets constitute 67 per cent of advances. Total deposits increased by 61 per cent to Rs 1, 83,006 crore (Rs 1, 13,778 crore) PROMOTION In recent times, many banks have unveiled a slew of attractive schemes, loans, special accounts and credit cards customized for women. Citibank and ICICI Bank's `Woman's Account'

Women comprise an integral part of our client profile," explains Girish Kundan, Branch Manager at ICICI, Nehru Place, and New Delhi. ICICI's Women's Account allows one to deposit small sums in the form of a recurring deposit. What differentiate it from normal savings account is the value-added features. For the recurring deposit the minimum amount is Rs 500, against the normative Rs 1,000. Also, there are no tax deductions at source on the recurring deposit

ICICI BANK ROPES IN SHAH RUKH KHAN ICICI Bank has once again decided to resort to the celebrity endorsement route to promote its brand. Almost two-and-a-half years since superstar Amitabh Bachchan endorsed the brand, the company has signed up Shah Rukh Khan as its global ambassador. In a press release issued by the bank, Mr K.V. Kamath, Managing Director and CEO, ICICI Bank, said, "We are proud to have Shah Rukh Khan as our global brand ambassador. Having established our leadership in the retail business over the last five years, the bank is now poised to scale new heights in the global arena." Ms Lalita D. Gupte, Joint Managing Director, ICICI Bank, said, "ICICI Bank is happy to be associated with Shah Rukh Khan whose increasing global popularity brings synergy to our growing global presence". ICICI Bank has a presence in 12 countries including the UK, Canada, the US and West Asia. ICICI Bank plans new-age ATMs for rural markets ICICI Bank proposes to modify the technology behind ATMs that determines how the money-dispensing machine works. A project taken up in association with IIT, Chennai is looking at ways of dealing with a host of critical issues that may seem pretty run-of-themill in an urban neighborhood but insurmountable in a typical Indian village. Dr Nachiket Mor, Deputy MD of ICICI Bank, is working towards introducing futuristic machines as part of its plan to reach out to more customer segments, especially those in non-metros. New machines the new machines are likely to have security features not found in the ones commonly used. These may be able to recognize old, used notes as

well. It is not known at this stage as to how many of such machines may be rolled out. ICICI Bank has already installed many new ATMs in the recent past as part of its programmed to provide greater off-site access to customers. The idea is to allow more people to use ATMs - which would eliminate their need to physically visit bank branches. "The technology we plan to use here is smarter. The plan is to overcome what is proving to be a major challenge for some of our customers," said Dr Mor. PLACE MONITORING The Banking Codes and Standards Board of India whose directors include members of the Governing Council monitor the Code. The contact details are as follows: The Banking Codes and Standards Board of India Reserve Bank of India Building, C-7 , 4th floor , Bandra Kurla Complex, Mumbai-400051 Telephone: 26573716 ; Fax: 26573719 Email: ceo.bcsbi@rbi.org.in; Website: www.bcsbi.org.in Getting Help If you have any enquiries about the Code, you should contact us at our designated telephone helpdesk or customer service number or contact the Indian Banks Association at the following address.

Indian Banks' Association Stadium House, Block II & III Veer Nariman Road, Mumbai 400 020 Tel. No. 022-22844999 Fax: 022-22835638 Email: ibastadium@vsnl.net Website: www.iba.org.in

Main Branches Of ICICI Bank Reach us around the clock Visit us at email us at call us at our 24hr ph nos fax us at

write to us at www.icicibank.com 022-28307700 p.o, Hyderabad 500034, India 24 hour customer care nos Ahmadabad 5530 9890 Bangalore 41131877 Coimbatore 1800 345 3499 Chandigarh 505 5700 Chennai Cuttack 4208 8000 1800 345 3499 Delhi Mobile 9818178000 Delhi 4171 8000 Hyderabad 2312 8000 Darjeeling 1800 345 3499 Guwahati 1800 345 3499 Kochi 238 4500 Indore 402 2005 Jamshedpur 1800 345 3499 Mumbai 2830 7777 Kolkata 98313 78000 Lucknow 229 4577 Ranchi 1800 345 3499 customer.care@icicibank.com 20, banjara hills (number below)

 Patna 1800 345 3499 Pune 2610 3333 Chhattisgarh 98932 08000 Siliguri 1800 345 3499 Andhra Pradesh 98495 78000 Haryana 98961 78000 Goa 98904 78000 Madhya Pradesh 98932 08000 Karnataka 98455 78000 Kerala 98954 78000 Rajasthan 98292 22292 Maharashtra 98904 78000 Punjab 98155 58000 UP West 98973 08000 Tamil Nadu 98944 78000 UP East 1800 345 3499 Bhubaneswar 1800 345 3499 Uttaranchal 98973 08000 ICICI BANK HEAD OFFICE: ICICI Bank 9th Floor, South Towers ICICI Towers Bandra Kurla Complex Bandra (E) Mumbai Phone : +91-022-653 7914 E-Mail: wecoveru@icici.com ; lifeline@icici.com

SOME ABROAD BRANCHES Bahrain Branch ICICI Bank Ltd. Manama Centre Manama Kingdom of Bahrain Tel: + 973 17 576 161 Fax: + 973 17 221 200 Bangladesh Representative Office ICICI Bank Ltd. Suite 11-01, Level 11 Unique Trade Centre, 8 Panthapath Kawran Bazar, Police Station Tejgaon, Dhaka Bangladesh Tel: + 88 02 912 4985 Canada Subsidiary ICICI Bank Canada Exchange Tower, 130 King Street West, Suite 2130 Toronto ON M5X 1B1 Canada Tel: + 1 416 360 0909

Fax: + 1 647 436 1178 China Representative Office ICICI Bank Ltd. 2805-2806,Bank of China Towers 200 Yincheng(M) Road Pudong Shanghai 200 120 P.R. China Tel: + 86 21 5888 2413 Fax: + 86 21 5888 2347

Dubai Representative Office ICICI Bank Ltd. Suite No. 404, The Business Centre Building Khalid Bin Al Waleed Street Near Burjuman Dubai U.A.E. Tel: + 971 4 396 5333 Fax: + 971 4 396 699

SWOT ANALYSIS OF ICICI BANK

STRENGTH Good for new investor as the fund has to be managed by specialized fund manager. Only product which invests in money market, debt market and equity market at same time. Investment needed is comparatively less than other investments. During the stack market boom periods all ICICI bank funds have performed fairly well thereby increasing investors expectations.

WEAKNESS Customers do not prefer it because of risk attached to it that is market risk. Fund manager if makes a wrong prediction then customer will bear the brunt therefore it depends on funds managers analysis. Sometimes the age factor affects the investment preference of the investors. People are afraid of investing in the equity market.

 Opportunities Creating positive image about the fund and changing the nature of the market itself. Market of mutual fund is expanding as many foreign companies are coming in this. Great scope of new investment due to the budget announcement this year. The objective of investing in ICICI bank is Tax-saving apart form returns third main objective is growth.

Threats Now there are many other investment instruments which are more lucrative than ICICI bank. (real estate , gold) Unawareness among investors regarding ICICI bank. Also in India most of the people lack of awareness about ICICI bank. They dont know anything about what is ICICI bank, how it works. How fund managers invest peoples money in different portfolios and provide the better returns to the customers Lack of promotions, advertising by ICICI bank industry

LITERATURE

INTRODUCTION THE MARKETING MIX (The 4 P's of Marketing)

Marketing decisions generally fall into the following four controllable categories:

Product Price Place (distribution) Promotion

The marketing mix approach to marketing is a model of crafting and implementing marketing strategies. It stresses the "mixing" or blending of various factors in such a way that both organizational and consumer (target markets) objectives are attained. The model was developed by Neil Borden (Borden, N. 1964) who first started using the phrase in 1949. Borden claims the phrase came to him while reading James Culliton's description of the activities of a business executive: (An executive is) "a mixer of ingredients, who sometimes follows a recipe as he goes along, sometimes adapts a recipe to the ingredients immediately available, and sometimes experiments with or invents ingredients no one else has tried." (Culliton, J. 1948) When blending the mix elements, marketer(s) must consider their target market. They must understand the wants and needs (see Maslow) of the market (customer) then use these mix elements in constructing (formulating)

appropriate marketing strategies and plans that will satisfy these wants. The mix must also meet or exceed the objectives of the organization. As Borden put it, When building a marketing program to fit the needs of his firm, the marketing manager has to weigh the behavioral forces and then juggle marketing elements in his mix with a keen eye on the resources with which he has to work.". A separate marketing mix is usually crafted for each product offering or for each market segment, depending on the organizational structure of the firm. Borden goes on to suggest a procedure for developing a marketing mix. He claims that you need two sets of information; a list of important elements that go into the mix, and a list of forces that influence these decision variables The term "marketing mix" became popularized after Neil H. Borden published his 1964 article, The Concept of the Marketing Mix. Borden began using the term in his teaching in the late 1940's after James Culliton had described the marketing manager as a "mixer of ingredients". The ingredients in Borden's marketing mix included product planning, pricing, branding, distribution channels, personal selling, advertising, promotions, packaging, display, servicing, physical handling, and fact-finding and analysis. E. Jerome McCarthy later grouped these ingredients into the four categories that today are known as the 4 P's of marketing, depicted below: These four P's are the parameters that the marketing manager can control, subject to the internal and external constraints of the marketing environment. The goal is to make decisions that center the four P's on the customers in the target market in order to create perceived value and generate a positive response.

PRODUCT A good product makes its marketing by itself because it gives benefits to the customer. We differentiate product on the basis of design, features, packaging, services, warranties, return and so on. In general, differentiation is mainly related to: The design: it can be a decisive advantage but it changes with fads. For example, a fun board must offer a good and fashionable design adapted to young people. The packaging: It must provide a better appearance and a convenient use. In food business, products often differ only by packaging. The safety: It does not concern fun board but it matters very much for products used by kids. The "green": A friendly product to environment gets an advantage among some segments. Therefore, term "product" refers to tangible, physical products as well as services. Here are some examples of the product decisions to be made:

Brand name Functionality Styling Quality Safety Packaging

Repairs and Support Warranty Accessories and services

PRICE DECISIONS Price means the pricing strategy you will use. You have already fixed, as an hypothesis a customer price fitted to your customer profile but you will have now to bargain it with the wholesalers and retailers. Pricing strategies you have to choose between three strategies: Competitive pricing: If your product is sold at the lowest price regarding all your competitors, you are practicing competitive pricing. Sometimes, competitive pricing is essential. For instance, when the products are basically the same, this strategy will usually succeed. Remember that the success of competitive pricing strategy depends on achieving high volume and low costs. If your prices are lower than your costs, you are going straight to bankruptcy! To avoid such a mistake, you have to take notice of the break-even ratio that you will find below. Cost-plus-profit: It means that you add the profit you need to your cost. It is also called cost-orientated strategy and is mainly used by the big contractor of public works. The authority may have access to the costing data and should like to check if the profit added to the cost is not too high. In fact, this strategy is only good for a business that the customers are public collectivities or government agencies.

Value pricing: It means that you base your prices on the value you deliver to customers. For example, when a new technology has a very large success, you can charge high prices to the customer. This practice is also called skimming. It is easy when you are in the introductory phase of the product life cycle. Some examples of pricing decisions to be made include:

Pricing strategy (skim, penetration, etc.) Suggested retail price Volume discounts and wholesale pricing Cash and early payment discounts Seasonal pricing Bundling Price flexibility Price discrimination

DISTRIBUTION (PLACE) DECISIONS Selling to the customers: Whether you sell by yourself ( as retailer) whether you employ a sales force, you are in these cases in front of the final customer. There are not intermediaries between you and him. Unfortunately, except for the retailer business, this situation is far to be the general case. Distribution is about getting the products to the customer. Some examples of distribution decisions include:

Distribution channels Market coverage (inclusive, selective, or exclusive distribution) Specific channel members Inventory management

Distribution centers Order processing Transportation

PROMOTION DECISIONS In the context of the marketing mix, promotion represents the various aspects of marketing communication, that is, the communication of information about the product with the goal of generating a positive customer response. Marketing communication decisions include:

Promotional strategy (push, pull, etc.) Advertising Personal selling & sales force Sales promotions Public relations & publicity Marketing communications budget

Advertising, public relations and so on are included in promotion and consequently in the 4Ps. sometimes, packaging becomes a fifth P. As promotion is closely linked to the sales, I will mention here the most common features about the sale strategy. The function of promotion is to affect the customer behavior in order to close a sale. Of course, it must be consistent with the buying process described in the consumer analysis. Promotion includes mainly three topics: advertisement, public relations, and sales promotions.

ADVERTISEMENT: It takes many forms: TV, radio, Internet, newspapers, yellow pages, and so on. You have to take notice about three important notions: Reach is the percentage of the target market, which is affected by your advertisement. For example, if you advertise on radio you must know how many people belonging to your segment can be affected. Frequency is the number of time a person is exposed to your message. It is said that a person must be exposed seven times to the message before to be aware of it. Reach*frequency gives the gross rating point. You have to evaluate it before any advertisement campaign. Message: Sometimes, it is called a creative. Anyway, the message must: get attraction, capture interest, create desire and finally require action that is to say close the sale.

PUBLIC RELATIONS: Public relations are subtler and rely mainly on your own personality. For example, you can deliver public speeches on subjects such as economics, geoeconomics, futurology to several organizations (civic groups, political groups, fraternal organizations, professional associations) SALES PROMOTION It includes fair trades, coupons, and discounts and is linked to the sales strategy.

SUMMARY OF ICICI BANK

The four Ps, product, place, price and promotion are the elements of the marketing mix used to establish a detailed and final marketing plan. After the product which is a paramount, the place is very important because it describes how you reach the consumer and what distribution channel you are going to choose: Margins and image are quite important features in this matter. According to your product and place, the pricing strategy will have heavy consequences on the promotion campaign and on success or failure of your business as a whole.

CUSTOMER SATISFACTION
Customer satisfaction is equivalent to making sure that product and service performance meets customer expectations. It is the perception of the customer that the outcome of a business transaction is equal to or greater than his/her expectation. Customer satisfaction occurs when the acquisition of products and /or services provides a minimum negative departure from expectations when compared with other acquisitions and when the marginal utility of a transaction is equal to or greater than preceding acquisitions. Customer satisfaction occurs when the perception of the reward from the purchase of goods or services by the customer meets or exceeds his/her perceived sacrifice. The perception is a consequence of matching past purchase and consumption experience with the current purchase.

CUSTOMER SERVICE AND SATISFACTION

We must cultivate our garden. Voltair When we talk about customer service and/or satisfaction, we talk about creativity. Creativity allows us to handle or diffuse problems at hand or later on rather in the process of conducting the everyday business. We talk about how, or what, does the organization have to do to gain not only the sale but also the loyalty of the customer. We want to know the payoff of the transaction both in the short and long term. We want to know what our customers Want? We want to know if our customers are satisfied? Satisfaction, Of course, means that what we delivered to a customer met the customers Approval. We want to know if customers are delighted and willing to come Back, and so on. Fleiss 2 and Feldman 3 present examples of that delightfulness in their writings. Fleiss has written about Ben and Jerrys ice cream and Feldman has discussed excellence in a cab ride. As important as delightfulness

is, some of us minimize it, or even totally disregard it. At this point, we fail. Some of the issues that will guarantee failure in sales, satisfaction, and loyalty are:

Employees must adhere to a rigid chain of command Employees are closely supervised Conflictin whatever formis not allowed Rewards are based on carrot-and-stick principles Wrong objectives are measure. We must understand customer expectation levels concerning quality. We must also understand the strategy for customer service quality, and next we must understand the measurement and feedback cycles of Customer satisfaction. The customer is the person or unit receiving the output of a process on the system. In fact, it is worth emphasizing that a customer can be the immediate, intermediate, or ultimate customer. Also, a customer may be a person or persons, or a process or processes. Customer satisfaction, however, is when the customer is satisfied with a product/service that meets the customers needs, wants, and expectations. There are at least three levels of customer expectations about quality: Level 1. Expectations are very simple and take the form of assumptions, must have, or take it for granted. For example, I expect the airline to be able to take off, fly to my destination, and land safely. I expect to get the correct blood for my blood transfusion and I expect the bank to deposit my money to my account and to keep a correct tally for me. Level 2. Expectations are a step higher than that of level 1 and they require some form of satisfaction through meeting the requirements and/or

specifications. For example, I expect to be treated courteously by all airline personnel. I went to the hospital expecting to have my hernia repaired, to be in some pain after it was done, to be out on the same day, and to receive a correct bill. And I went to the bank expecting the bank teller to be friendly, informative, and helpful with my transactions.

Level 3. Expectations are much higher than for levels 1 and 2. Level 3 requires some kind of delightfulness or a service that is so good that it attracts me to it. For example, an airline gives passengers traveling coach class the same superior food service that other airlines provide only for first-class passengers. In fact, I once took a flight where the flight attendants actually baked cookies for us right there on the plane. When I went to the hospital, I expected staff to treat me with respect and they carefully explained things to me. But I was surprised when they called me at home the next day to find out how I was doing. And at my house closing, the bank officer, representing the bank holding my mortgage, not only treated me with respect and answered all my questions about my new mortgage, but just before we shook hands to close the deal, he gave me a housewarming gift.

CUSTOMER SATISFACTION SURVEYS HELP TO:

1. Improve customer, client, or employee loyalty. 2. React quickly to changes in the market. 3. Identify and capitalize on opportunities. 4. Beat the competition. 5. Retain or gain market share. 6. Increase revenue. 7. Reduce costs.

RESEARCH METHODOLOGY

DATA COLLECTION TECHNIQUES This project consists of two parts. The first part is a study of the banking industry, ICICI Bank using secondary data sources. This secondary information has been sourced from the internet and from business related magazines and newspapers. The second part of the study has been done using an exploratory research process and a structured questionnaire was developed for this purpose. For the collection of primary data this was the only method used. The reason I used this method is because a need was felt for the free influx of information about the products. Also this method allowed the use of skills gained in class. SAMPLE DESIGN The population considered for the purpose of the survey was people residing in Delhi and the National Capital Region (NCR). SAMPLING TECHNIQUE USED Since the information required was not of a very technical nature and also looking at the scope of the project and the extent of the target segment, the sampling technique employed was Convenience Sampling. I administered the questionnaires. SAMPLE SIZE I have restricted the sample size to150 respondents. This was done keeping in mind the time constraints and the fact that I felt that this number would be enough to serve the information needs required to show the trends.

QUESTIONNAIRE DESIGN/FORMULATION

Questionnaire: - A questionnaire consists of a set of questions presented to respondent for their answers. It can be Closed Ended or Open Ended

Open Ended: - Allows respondents to answer in their own words & are difficult to Interpret and Tabulate.

Close Ended: - Pre-specify all the possible answers & are easy to Interpret and Tabulate.

TYPES OF QUESTION INCLUDED: DICHOTOMOUS QUESTIONS Which has only two answers Yes or No?

MULTIPLE CHOICE QUESTION Where respondent is offered more than two choices.

IMPORTANCE SCALE A scale that rates the importance of some attribute.

RATING SCALE A scale that rates some attribute from highly satisfied to highly unsatisfied and very inefficient to very efficient

SAMPLING UNIT: Who is to be surveyed? The marketing researcher must define the target population that will be sampled.

The sample Unit taken by me; General public of different age group, different gender and different profession

EXTENT:Where the survey should be carried out? I have covered entire residential area of Delhi city for the survey

TIME FRAME:When the survey should be conducted? I conducted my survey for 8weeks from 10th may to 10th july

SAMPLING FRAME:The source from which the sample is drawn

Sampling Technique: How should the respondent be chosen? In the Project sampling is done on basis of Probability sampling. Among the probability sampling design the sampling design chosen is stratified random sampling. Because in this survey I had stratified the sample in different age group, different gender and different profession

Sample Size/ Population Size: - How many people should be surveyed? My sample size is 150

DATA ANALYSIS

AGE GROUP

AGE GROUP

D, 9% C, 19% A, 47%

A B C D

B, 25%

INTERPRETATION: If we closely look at the pie-chart, we can say that the people between the age group of 25 to 55 are the main customer of the bank, which contributes almost 75% of the banks customers. But the old age and the young people have been less attractive on this leading product of ICICI Bank, which is a matter of concern. So more focus should be given to them as they have the huge

OCCUPATION
OTHERS 10% STUDENT 7% BUSINES S 32% SERVICE 51% SERVICE BUSINESS STUDENT OTHERS

POTENTIAL OCCUPATION INTERPRETATION: This pie chart clearly shows that service holder and the business people are the main customer of the bank. Reason for this could be as per interviewed was working hour and anywhere banking which suits them. 8 to 8 banking give them the freedom to do banking work after the office. Students contribution is less as student account is not available in Patna and 5000 as minimum balance is not possible for them. Other section should be increased by creating awareness about the banking products

ANNUAL INCOME

ANNUAL INCOME
MORE THAN 4 LAKHS, 33% LESS THAN 1 LAKH, 8% 1-2 LAKH, 22% 3-4 LAKH, 37% LESS THAN 1 LAKH 1-2 LAKH 3-4 LAKH MORE THAN 4 LAKHS

INTERPRETATION: Higher income or we can say that more than 34 LAKHS earning people are contributing 70% of the transactions. But it is advisable to penetrate more in the lower income group not only in terms of accounts but also in other banking products because they contribute a major part of the society. Target should be on that every section of the society should open saving account or other account in ICICI Bank.

WHAT DO YOU EXPECT FROM A BANK WHILE OPENING AN ACCOUNT

FEATURES / ATTRIBUTES
VARIETY OF PRODUCTS, 6% LESS FORMALITIE S, 8% WORKING HOUR, 28% QUICK SERVICE , 44% QUICK SERVICE PROPER INFO WORKING HOUR LESS FORMALITIES VARIETY OF PRODUCTS

PROPER INFO, 14%

INTERPRETATION:

When a customer visits a bank the first and

foremost thing he looks, that how quickly he is served, how his problem is entertained by the bank employee and what is the working hour of the bank. Thats why these three things contribute the maximum of this pie chart. Less formalities and variety of products although contributes less but it has a major impact on the customer. So bank should follow on these things also. Service sector like banking, preference should be given to make.

WHICH OF THE FOLLOWING ATTRIBUTES COMPELLED YOU MOST TO OPEN SAVING ACCOUNT IN ICICI BANK

SAVINGS A/C ATTRIBUTES

PHONE / INTERNET BANKING, 10% CHEQUE BOOK, 16% VALUE ADDED S. A/C, 48% ATM CUM DEBIT CARD ATM CUM DEBIT CARD, 26% VALUE ADDED S. A/C CHEQUE BOOK

PHONE / INTERNET BANKING

INTERPRETATION: As we found in our finding that majority of the people like the saving account, this chart reveals that what are the factor and their contribution making their product really leading product of ICICI Bank. VALUE ADDED SAVING ACCOUNT is undoable a unique sub product of ICICI Bank. Since it has the appeal catch maximum customer as it provides the facility of FIXED deposit in saving account ATM cum debit card is also a major attributes as it made the banking easy. Personalized chequebook is also a major attraction in this section. As far as other factors are concern they are showing less appearance in this chart.

WHAT TYPE OF ACCOUNT DO YOU HAVE IN ICICI BANK?

ACCOUNT TYPE
OTHER 5% NRI 8% FIXED 15% CURRENT 18% SAVING 54% SAVING CURRENT FIXED NRI OTHER

INTERPRETATION: Saving account is the leading and attractive product for the ICICI Bank as it has occupied a major chunk in this chart. This number and percentage clearly shows that this product has all the quality to give the customer best services and ability to satisfy them. On the second and third position current and fixed deposit has also been helpful to increase the customer base but still their performance needs to be improved. As far as NRI and other accounts are concerned they have less appearance. So majority of the business is moving around few leading products. Reason could be either people are not aware about the various products of the bank or bank has limited range of products. So bank must ascertain that where things are going wrong and for that what sort of necessary step could be taken.

WHICH FACTOR AMONG THE FOLLOWING INFLUENCED YOU MOST TO OPEN AN ACCOUNT IN ICICI BANK?

INFLUENCED FACTOR
PROSPECT US 11% BANK EMPLOYEE 12% ADVERTISE MENT 33% FRIENDS / RELATIVE 44%

FRIENDS / RELATIVE ADVERTISEMENT BANK EMPLOYEE PROSPECTUS

INTERPRETATION: It has been said a satisfied customer is the best medium for an advertisement since in this chart friend / relative have played a key role in opening the accounts of others. Which implies that banks real customers are satisfied enough with facilities available on the products and services enjoyed by them. On the other hand advertisement also plays a vital role in influencing the customer. As their behavior not only please the customer but also attract the customer. Well maintained prospectus is also a major attributes of attracting the customer. Main focus of the bank should be no satisfaction of customer.

IN COMPARISION TO OTHER BANKS HOW WOULD YOU RATE ICICI BANK?

COMPARISON
CAN'T SAY 7% POOR 5% AVERAGE 14% GOOD 47% EXCELLEN T 27% EXCELLENT GOOD AVERAGE POOR CAN'T SAY

INTERPRETATION: Comparison with other banks depends on its overall performance in the eyes of the people. In this chart it is clearly showing that 74% of the people are satisfied with ICICI Bank. In a short span of time of its existence in this city with strong competition from major public sector bank like SBI and other private players bank has done well it has occupied a different position in the peoples mind.

WOULD YOU RECOMMEND ICICI BANK TO OTHERS?

RECOMMANDATION
NO 5% YES NO YES 95%

INTERPRETATION: As per the chart we show that 5% of the people dont want to recommend ICICI Bank to others. Bank must find the reason of their dissatisfaction because in this competitive world we have to achieve this target.

Q. 1 Are you interested in products offered by the ICICI PRUDENTIAL ?

Yes No Will think

61% 22% 17%

17% 22% 61%

Yes No Will think

INTERPRETATION The good thing is that at least the corporates were quite eager to find out what ICICI PRU has to offer whereas the major 39 % of the corporates were not even interested in the products as they are quite satisfied by the LIC and they are not in breaking their long relationship with them. The private players will have to play a long battle in order to ensure that they are serious player in the market.

2). Are you satisfied with your present insurer?

YES No

95% 5%

95%

5%

5%

Yes No

INTERPRETATION Here is where the challenge is. Inevitably most of the players are very satisfied with their present insurer which makes it more tough for the private players to attract the corporates. The remaining 5 % are also not very dissatisfied by the services but they are just open to new avenues and are looking forward that private companies come with good offers so that they may shift to them. Thus private players will have to be very proactive and in this regard since LIC is the leader and ICICI PRU is lagging behind its competitors in terms of competition.

3). Where would you like to insure if given chance? LIC ICICI BAJAJ ALLIANZ HDFC SBI KOTAK MAHINDRA 10 8 2 60 15 5

70
60 50 40 30

60

15

20 10

10 5 2

0
LIC SBI HDFC ICICI BAJAJ KOTAK MAHINDRA

INTERPRETATION Thus we see that the companies are comfortable in having business with govt. owned companies as they feel its safe & secure to have business with them which is followed by SBI as it is the biggest bank and then followed by Pvt banks.

4). Are
40% 35% 30% 30% 25% 20%

you satisfied with the incentives associated with your policy? 40%

Highly satisfied Satisfied

15% 15% 10% 10% 5% 5% 0% Highly satisfied Satisfied Moderate Unsatisfied Highly Unsatisfied

Moderate Unsatisfied Highly Unsatisfied

INTERPRETATION: 30% people are highly satisfied, 40% satisfied, 15%are moderate, 5% are unsatisfied 10%are highly unsatisfied.

5). What other plans or flexibility you expect from

Insurance companies?

0 30% 50% 20%

More returns

Complementary gifts

Investment Pattern

INTERPRETATION:

50%people are satisfied with investment pattern, 30% are satisfied with more returns and Only 20% people expect complimentary gifts.

CONCLUSION
More than a bank you need a trusted partner- is the core principle on which Private Banking at ICICI Bank is structured.

Though products have been added and modified in the past but the motto has not changed which is to grow and develop relationship with top end client age and generate returns for the bank. Private banking at ICICI Bank has been a great success lately thanks to their expertise in financial advisory, skilled team of Relationship Managers and being proactive in approach right from the beginning. The analysis of the research shows that around two-third of their client age are banking with them from more than two years which is commendable in terms of client retention. Also for nearly all of their clients ICICI Private banking is the only solution provider. From a high net worth individual aspect the private banking is truly a brilliant experience to be recognized and treated as a priority customer.

Relationship Managers need to be more proactive in approach and concentration should be on enlarging the customer base of HNI clients and also stress should be given on client retention techniques.

To sum up ICICI is going great guns with its Private Banking division but this business model is still at its growing stage of life cycle in India and there is still a lot more to be achieved by everyone involved with this.

ANNEXURES
QUESTIONNAIRE
Dear Sir / Madam, I am conducting a survey on ICICI. I shall be very thankful to you to give your few minutes to me for answering my few questions below.
Name Address

Sex Occupation

Q1) Which attributes, while opening an account do you expect from a bank? (a) Quick Service (b) Varity of Product (c) Less formalities of Documents (d) Working Hours (e) Proper Information

Q2) which of following banks do you have account? (a) ICICI Bank (b) IDBI Bank (c) HDFC Bank (d) UTI Bank

Q3) If yes, which features compelled you most to open an account in ICICI Bank? (a) Quick Services (b) Variety of Products (c) Less Formalities of Document (d) Working Hour (e) Proper Information

Q4) Who influenced to open an account in ICICI Bank? (f) Bank Employees (g) Prospectus (h) Advertisement (i) Friend

Q5) What kind of account do you have in ICICI Bank? (j) Saving Account

(k) Current Account (l) Fixed Deposit

(m) N.R.I. Services Q6) Which of the following attributes compelled you most while opening a Saving Account? (n) ATM Cum Debit Card (o) Cheque Book Facility (p) The Internet Banking (q) Value Added Saving Account (r) Phone banking

Q7) Would you recommend ICICI Bank to other people? (a) YES (b) NO

Q8) Which are the main issues that you take into consideration while Purchasing any life insurance policy? A) Security B) Returns A) Tax saving B) Others please specify_________

Q9) Are you aware of Unit Linked Insurance Plans offered by various companies in India? A) ICICI C) TATA AIG E) LIC G) MAX NEW YORK B) OM KOTAK MAHINDRA D) BAJAJ ALLIANZ F) BIRLA SUNLIFE

Q10) Do you have a life insurance policy from ICICI Prudential ? a) Yes [ ] b) No []

Q11) How do you come to know about this policy? (Please tick). a) Advertisements b) Friends and relatives c) Direct selling agents [] [] [ ].

d) Others (please specify)_____________________.

Q12). Are you satisfied with the incentives associated with your policy? a) Highly satisfied b) Satisfied c) Moderate d) Unsatisfied e) Highly Unsatisfied [ ]. [] [] [ ] [ ].

Q13)

If you are given a choice, which one you take: A) ICICI B) OM KOTAK MAHINDRA C) TATA AIG D) BAJAJ ALLIANZ E) LIC F) SBI

Q14) What other plans or flexibility you expect from Insurance companies?

A) More returns B) Complementary gifts C) Investment Pattern

THANK YOU

BIBLIOGRAPHY
www.icicibank.com June & July issue of IBA Bulletin Brochures of ICICI BANK LTD. www.iciciuniverse.com Business Magazines