K.G.

JOSHI BEDEKAR COLLEGE OF ARTS AND COMMERCE

Name : Mayur Ashok Gajare. Class : T.Y.B.Com (Banking & Insurance)

Roll No : 29 Div :A

Semester: v Project on: 100 marks project (comparative study product & services offered by SBI & ICICI bank)

CONTENTS Introduction Product Services Offered By Bank Introduction Statement Problem Objectives Of Study Scope Of Study Method Of Collection Of Data Analysis Method Overview Of Banking Industries Past History Company Profile Of Sbi History Timeline Associate Bank Foreign & Corporate Offices Foreign & Non Banking Subsidaries Performances Financial Results Offered Provided & Services By Customer Award Recognition Company Profile Of ICICI History Offered Provided & Services By Customer Chart, Graph, Diagram, Table Wise Highlight The Services Comparison Between ICICI &SBI Bank Fining, Conclusion & Suggestion Bibliography Annexure Questionnaires

OBJECTIVE OF STUDY: To Understand & Compare the services offered by SBI &ICICI bank To understand about the customer perception toward ICICI & SBI bank. To Customer Willingness to take Market Risk. To know the brand & advertisement influences on customer about ICICI & SBI Bank

SCOPE OF THE STUDY:The study basically tries to identify the customers are satisfied with their services among ICICI bank and SBI bank and know about the Customer preferences among ICICI and SBI bank. The study was done to individual customer restricted to the city of thane.

SAMPLING METHOD:For the study on customer service provided by public sector banks and private sector banks with reference to SBI and ICICI bank, random sampling method has been adopted.

Limitation of 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 be not the whole population of a country.

PROFILE OF ICICI

INTORDUCTION OF ICICI BANK ICICI Bank is India's largest private sector bank with total assets of Rs. 5,367.95 billion (US$ 99 billion) at March 31, 2013 and profit after tax Rs. 83.25 billion (US$ 1,533 million) for the year ended March 31, 2013. The Bank has a network of 3,382 branches and 10,943 ATMs in India, and has a presence in 19 countries, including India. 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 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).

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

AWARDS & RECOGNITIONS

Adjudged, Bank of The Year 2009, India by The Banker b Magazine for the second year in succession. Awarded Best Bank - Large, and Most Socially Responsible Bank fromBusiness World Best Bank Awards 2009.

 The Bank bagged the BEST BANK 2009 Award by Business India. Adjudged the Most Trusted Brand 2009 - Economic Times, Brand Equity. Bagged the awards for Most Preferred Bank, Most Preferred Credit Card and Most Preferred Home Loan Brand from CNBC AWAAZ Consumer Awards, Sept 09. Awarded Visionaries of Financial Inclusion Year 2009 by Financial Information Network & Operations Ltd. Awarded Technology Bank of the Year in recognition of outstanding achievements in banking technology IBA Banking Technology Awards 2009. Selected as the winner of Golden Peacock National Training Award for the year 2009 by the Golden Peacock Awards Jury. Awarded the Strongest Banks in Asia Award 2010 for the Asia- Pacific region under The Asian Banker Excellence in Retail Financial Services Awards 2010. Awarded the Best Microfinance Award for 2009 under The Asian Banker Excellence in Retail Financial Services Awards 2010.

HISTORY OF SBI

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 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 a c q u i r e d b y t h e Reserve Bank of India and the State Bank of India (SBI) came intoe x i s t e n c e b y a n a c t o f P a r l i a m e n t a s s u c c e s s o r t o the Imperial Bank of India. Today, State Bank of India (SBI) has spread its arms a r o u n d t h e w o r l d a n d h a s a network of branches spanning all time zones. SBI's International Banking Group delivers t h e f u l l r a n g e o f c r o s s - b o r d e r finance solutions through its four wings - the Domestic division, the Foreign Offices division, the Foreign Department a n d t h e I n t e r n a t i o n a l Services division .State Bank of India (SBI) 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 in1806 as Bank of Calcutta, i t i s t h e o l d e s t c o m m e r c i a l b a n k i n t h e Indian subcontinent. S B I provides various domestic, international and NRI products and services, through its vast n e t w o r k i n I n d i a a n d overseas. With an asset base of $126 billion and its reach, it is aregional banking behemoth. The government nationalized the b a n k i n 1955,w i t h t h e R e s e r v e B a n k o f I n d i a t a k i n g a 6 0 % o w n e r s h i p s t a k e . I n r e c e n t y e a r s t h e b a n k h a s focused on three priorities, 1), reducing its huge staff through Golden 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 ' means change) as a large number of employees are very rude to customers.

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.

AWARDS & RECOGNITIONS

Best Executive Award to the Chairman by Asia Money. State Bank of India also improved its ranking in Fortune 500 Global List, Forbes list o f 2000 largest companies in the world, Banker list o f top 1000 world banks, Brand Finance Global 500 Financial Brand re cognition, to name a few. Most Admired Infrastructure Financier Award by KPMG, Top Public Sector Bank under SME Financing by Dun and Bradstreet The Bank was voted, for the third year in a row, as the Most Preferred Housing Loan and Most Preferred Bank in the CNBC AWAAZ Consumer Awards in a survey conducted by CNBC TV18 in associ ation with AG Nielsen & Company. The Bank was also awarded the Best Home Loan Provider as well as The Best Bank by Outlook Money Awards, 2008. SBI has been ra ted as the Best Public Sector Bank for Rural Reach by Dun & Brad Street The Bank has won awards for topping SHG-Bank Credit linkage in Orissa ,

Jharkhand, Maharashtra Uttarakhand, Tamil Nadu and Uttar Pradesh. The Bank was awarded Readers Dig st Pegasus Corporate Social Responsibility Award 2007 in re cognition of its contribution towards Rural Community Development. The Bank was conferred the following National awards by the Government o f India (GOI), Ministry o f Micro Small and Medium Enterprise s for the FY 20072008: (i) First under "National Awards for excellence in lending to Micro Enterprises". (ii) (iii) Second under "National Awards for Excellence in MSE Lending". The Bank was also presented an award for outstanding Performance in the area o f finance to SMEs by Dun & Bradstreet. State Bank of India Voted THE BEST BANK in Cash Management Services in local currency by Asia Money. Bank of India wins 2 awards for Best Rural Banking Initiative and Best IT Architecture.

ICICI & SBI PROVIDED SERVICES TO CUSTOMER 1) Personal banking

Deposits:- current a/c ,saving a/c Loans :- home ,car loan Cards :- debit card ,credit card, ATM Investments : Insurance :- term plan ,child plan Demat services Wealth management Mobile banking Internet banking

card

Comparison between ICICI and SBI banks

ICICI Bank Is The Largest Private Sector Bank In India And The Second Largest Commercial B a n k I n I n d i a . I t H a s B r a n c h e s A l l O v e r I n d i a A n d E v e n I n S m a l l e r T o w n s I n S o u t h I n d i a after The Takeover Of Bank Of Madurai. The Bank Also Has Foreign Subsidiaries Like ICICI Canadian Canada, Britain And Russia, Representative Offices In USA, China, UAE, Bangladesh, South Africa And Branches In Bahrain, Singapore .

It offers a platform for online share trading throug h I C I C I D i r e c t a n d insurance services- ICICI Prudential. NRI services include money transfer through Money2India, which offer better foreign exchange rates f o r l o w e r amounts compared to other services. Like most private sector banks, all ICICI ban k b r a n c h e s i n I n d i a a r e networked. You can access your account from any ICICI bank branch in India. Anyone can also deposit cash/local cheque in your a c c o u n t a t a n y branch of ICICI bank.

Also they have very convenient bank timings and are open for 12 hours from8.00 a.m to 8 p.m from (Monday to Saturday). You can deposit cash in your own account at the ATM, for depositing cash into a third party account, you have to visit the branch Since ICICI bank was established after 1991 it offers online banking where you can check the balance in your account any

time. The interface for current a c c o u n t s i s m u c h b e t t e r a n d u s e r f r i e n d l y c o m p a r e d t o t h a t f o r t h e i r s a v i n g account. ICICI charged for opening a saving account min. a mount Rs 5000 and for current account min. amount Rs 10000. I C I C I g i v e i n t e r e s t r a t e f o r s a v i n g account 3.25% per annum and for fixed deposit its depending to duration of time and amount. For savings account, up to 3 cash deposits per quarter (3 months) at the non b a s e b r a n c h c a n b e m a d e a t n o c o s t . F o r additional cash deposits, the bank c h a r g e s t h e r e c i p i e n t R s 1 0 0 ( + s e r v i c e t a x ) p e r d e p o s i t . F o r o u t s t a t i o n cheques, ICICI bank charges a minimum of Rs 30 (+ service tax) for savings accounts.

They have discontinued the auto sweepin facility, where the amount ins a v i n g s a c c o u n t s w a s a u t o m a t i c a l l y c o n v e r t e d i n t o a f i x e d d e p o s i t , i f i t exceeded Rs 15000. With the decline in interest rates for loans, providing this facility is no longer profitable for the bank.

SBI is the largest public sector bank in India

SBI has wide network branches and ATMs all over India. S B I h a s o n e o f t h e largest networks of ATMs in the Asia Pacific region. Many branches of State Bank of India are computerized. SBI timings vary according to location, for example the Jamnagar, Bangalore b r a n c h o f S t a t e B a n k o f I n d i a i s o p e n b e t w e e n 1 0 . 1 5 a m t o 3 p m ( T u e s d a y - Sunday) The minimum amount charge to opening a saving account in SBI bank is Rs 1000and for current account they charge min. amount 5000. SBI give interest rate for saving account 3.25% per annum and for fixed deposit its depending to duration of time and amount. State Bank of India has Varity of product and services to his/her customer like-loan, Insurance; demat, Mobile banking, Internet banking, Core banking, etc. In loan segment SBI charge low interest rate compare to ICICI bank. SBI debit cum visa card allows booking of railways tickets, air tickets, movies ticket and parching more through internet banking and swap the card. In booking railways tickets SBI charge 10 rupees per transaction. State Bank of India is the largest issuer of debit cards (Maestro) in India State Bank customers who have to wait a long time to process a bank transaction can register their complaint through a touch screen device for customer feedback service at the branch. The information is recorded and processed in the central server.

 All government taxes like income tax, sales tax, service t a x c a n b e p a i d a t a n y branch of SBI.

State Bank of India has 52 foreign offices in 34 countries including Australia, UK, USA, Canada, Bahrain, Nigeria, Bangladesh, Nepal, and Bhutan Sri Lanka. These are useful for foreign trade transactions like opening of Letter of Credit.

QUESTIONAIRE Personal details:A) Name:b) Address:c) Gender:1) male 2)female 2) boyond35 3)40

d) Age group:- 1)18 4) Above 40

e) Occupations:- a) Government employee b) Business man c) Professional d) Others f) Annual income :- 1) below 1 lakh 2)1-2lakh 3)3-5lakh 4) Above 5lakh 1) Which type of account do you hold in the bank? 1) Saving a/c 2) current a/c 4) NRI a/c 3) recurring a/c

4) Fixed deposit a/c

2) What is the interest rate provided by your bank on deposit? 1) 3% -5% 2)5% -6% 3)7%-9% 4) above 9%

3) Are you satisfied with interest rates provided by bank? 1) Yes 2) no

If no what is the reason? 4) Have you taken any loan from bank? 1) Yes 2) No

5) If yes, then what purpose? 1) Housing loan 3) Educations loan 2) personal loan 3) vehicles loan

6) Which services are used by you through an ATM? 1) Cash withdrawal 3) A/c transfer 2) cash credit 3) others

7) Which services are provided through mobile banking your bank? 1) Bills payment 3) Booking tickets 2) sms 4) mobile recharge 5) others