Format

A
PROJECT REPORT
ON
A COMPARATIVE STUDY OF LOAN SERVICES OF SBI
AND ICICI BANK
Towards Partial
Fulfilment
Of The Requirement for the Award of the Degree
Of
BACHELOR OF BUSINESS ADMINISTRATION
(B.B.A)
BATCH (2011-2014)
SUBMITTED TO:SUBMITTED BY:Mr.Lalit Goyal

Ahmer Tariq
(Assistant Professor at BFIT)
BBA 5TH SEM
(Internal Guide)
Enrolment No- G01101500
1
BABA FRID INSTITUTE OF

TECHNOLOGY
Suddhowala, Dehradun, (U.K.)
DECLARATION
The project work embodied in this report entitled, A comparative study of loan services of
SBI & ICICI Bank has been carried out by me at Department of Management Studies, Baba
Farid Institute of Technology Dehardun, HNB Garhwal University, Uttarakhand under the
supervision of MR.Lalit Goyal ( ASSISTANT PROF. BFIT DUN.).
I hereby declare that this work is original and has not been submitted in part or full for any
other degree or diploma of any other University.
Ahmer Tariq
BBA 5TH SEM
BFIT DEHRADUN
ACKNOWLEDGEMENT
I am sincerely thankful to all those people who had given me any kind of assistance
and there precious time to make the project report. This project work entitled as A
comparative study of loan services of SBI & ICICI Bank.
I would hereby make most of the opportunity by expressing my sincere thanks to
faculties of Baba Farid Institute of Technology for guiding me through out my
projectduration. Their teaching and support gave me conceptual understanding and
clarity of comprehension which ultimatily made the job more easy. Credit also goes
to All my friends who encouraged me through continuous support. I want to express
my special thanks to our faculty MR.Lalit Goyal ( ASSISTANT PROF. BFIT
DUN.) whose guidance & motivation is the most important since I concieved the
project idea.
Last of all but not the least I would like to acknowledge my gratitude to the
Respondents without whom this survey would have been not completed successfully.
Place :
Ahmer Tariq
BBA 5TH SEM
Date :
Enrollment No.: G01101500
BFiT Group of Institutions

Department of Management Studies
Dehradun-Uttarakhand
Lalit Goyal
(Assistant Professor)
CERTIFICATE OF ORIGINALITY
This is to certify that the Project Report entitled A comparative study of loan services of SBI
& ICICI Bank submitted to HNB Garhwal University (A Central University) in partial
fulfillment of the requirement for the award of the degree of BACHELOR OF BUSINESS
ADMINISTRATION (BBA), is an authentic and original work carried out by Mr Ahmer
Tariq., Enrolment No: G01101500 under my guidance.
The matter embodied in this project is genuine work done by the student and has not been
submitted whether to this University or to any other University/ Institute for the fulfillment of
the requirements of any course of study.
Signature of the Student
Signature of the Guide
Date: ..
Date: ..
Name and Address of the Student
Director
Date: ..
Enrolment no: G01101500
CONTENTS
SN
CHAPTER NAME
1
2.
3.
4.
5.
6.
7.
8.
9.
10.
INTRODUCTION
REVIEW OF LITERATURE
OBJECTIVES
RESEARCH METHODOLOGY
DATA ANALYSIS
FINDINGS
CONCLUSION
LIMITATIONS
REFERENCES
ANNEXURE
PAGE NOs.
10
33
38
40
43
88
91
93
95
97
List of Table
Table No.
Details
1.
2.
3.
Bank wise
Income Group
Designation
Page No.
44
45
46
5
4.
5.
6.
7.
8.
9.
Loan
47
Source of Information
48
Qualification
49
Age (in years)
50
Dealing with bank (in years)
51
The website of the bank provides all the relevant information about
10.
loan.
50
ATMs of the bank are easily available and in operation all round the
11.
clock.
53
The transactional website of the bank facilitates the internet banking
12.
insurance services.
The transactional website of the bank facilitates
13.
the brokerage services.

55
The transactional website of the bank facilitates the commercial
14.
15.
business services.
56
The transactional website of the bank facilitates the loan services. 58
The transactional website of the bank facilitates the small business
16.
services.
59
The transactional website of the bank facilitates the aggregation
17.
18.
19.
services.
60
The transactional website of the bank facilitates the portal services.61
Bank and its associates provide all true and meaningful information.62
Bank constantly keeps me in touch through mails, e-mails and
20.
catalogues.
Self help documents and website are as effective as per my
21.
expectations.64
The information provided on the bank's portal about loan services is
54
63
enough for an individual to find the necessary aid to apply for the loans.
22.
65
The delivery of the loan services is unique and matches my
23.
24.
expectations.
67
The loans are sanctioned easily.
68
The paper work and other necessary formalities are done by the bank
25.
26.
27.
28.
with convenience.
69
The interest rate charged by the bank is as per my expectation. 70
The types of loans provided by my bank are as per my expectations.71
The bank provides the facility to apply for loan services online.72
The bank officials are highly co-operative during the necessary process
29.
30.
while applying for loans.

73
The interest rate charged on various loan is nominal.
74
Service staffs possess sound knowledge about the loan services.75
31.
32.
Bank intimates the status of problem resolution.

76
The bank has established a unit specifically charged with directing and
33.
developing the loan schemes as per industry trends/ current scenario.77

The bank authorities care to listen to the queries and meet my personal
34.
35.
36.
needs.
79
The bank provides financial security and confidentiality.
80
I am satisfied with the services provided by bank as promised. 81
I am satisfied by the employee's behaviour of showing consistently
37.
courteousness towards me.

82
I am satisfied by the bank's services of providing the product that best
38.
39.
40.
41.
.
suit me.
I am satisfied by the overall service quality of my bank.
Procedure of repayment of loan is easy.
I would suggest other people to take loan from my bank.
Your bank gives you any discount upon loan services.
83
84
85
86
87
List of figures
Table No.
Details
Page No.
1.
2.
3.
4.
5.
6.
7.
8.
9.
Bank wise
44
Income Group
45
Designation
46
Loan
47
Source of Information
48
Qualification
49
Age (in years)
50
Dealing with bank (in years)
51
10.
loan.
52
11.
clock.
53
The transactional website of the bank facilitates the internet banking
54
12.
insurance services.
The transactional website of the bank facilitates
the brokerage services.
55
13.
The transactional website of the bank facilitates the commercial
14.
15.
business services.
56
The transactional website of the bank facilitates the loan services. 58
The transactional website of the bank facilitates the small business
16.
services.
59
The transactional website of the bank facilitates the aggregation
17.
18.
19.
services.
60
The transactional website of the bank facilitates the portal services.61
Bank and its associates provide all true and meaningful information.62
Bank constantly keeps me in touch through mails, e-mails and
20.
catalogues.
Self help documents and website are as effective as per my
21.
expectations.64
The information provided on the bank's portal about loan services is
63
enough for an individual to find the necessary aid to apply for the loans.
22.
65
23.
24.
expectations.
67
68
The paper work and other necessary formalities are done by the bank
25.
26.
27.
28.
with convenience.
69
The interest rate charged by the bank is as per my expectation. 70
The types of loans provided by my bank are as per my expectations.71
The bank provides the facility to apply for loan services online.72
The bank officials are highly co-operative during the necessary process
29.
30.
31.
32.

73
74
Service staffs possess sound knowledge about the loan services.75
76
The bank has established a unit specifically charged with directing and
33.
developing the loan schemes as per industry trends/ current scenario.77

The bank authorities care to listen to the queries and meet my personal
34.
35.
36.
needs.
79
80
I am satisfied with the services provided by bank as promised. 81
37.

82
I am satisfied by the bank's services of providing the product that best
38.
39.
suit me.
83
84
85
40.
41.

86
87
CHAPTER1
Introduction
INTRODUCTION
The word Bank has been derived from the French word Banco which means a bench or a
money exchange table. It is so called because during the olden days the European money
lenders or money changer used to show a huge heap of coins of different countries on
benches or tables for the purpose of lending or exchanging.
Bank is a financial institution that deals with individual, firm or companys money in the
form of deposits, advances and other related services. A bank accepts money from the people
in the form of deposits which are usually repayable on demand or after the expiry of a fixed
period of time. It gives safety to the deposits of its customers. It also acts as a guardian of
funds of its customers.
A bank lends out money in the form of loans, which maybe personal loan, education loan,
home loan, car loans, etc to those who require it for different purposes. A bank provides easy
payment and withdrawal facility to its customers in the form of cheque, ATM, drafts, etc. It
also brings bank money in circulation. This money is in the form of cheques, drafts, etc.
A bank acts as a connecting link between borrowers and lenders of money. Banks collect
money from those who have surplus money and give the same to those who are in need of
money. It helps those people, who are in need of money, to fulfil their needs and desire by
providing different types of loan services to the money borrower. Interest is paid along with
the loan at the time of returning the loan1.
LOANS
Loan is a type of debt that is provided to the people who are in the need of money. People pay
interest along with the amount of loan taken from the banks. Loan is entails the redistribution
of all financial assets between the seeker and borrower of fund over a time, like the entire
debts instrument.
10
The amount of money in a loan, which the borrower initially receiver from the lender is
called principal and its obligated to pay bake equal amount of money to the seeker at a later
time .The amount or money which is paid back to the lender in regular period of the time and
on regular instalments in the same amount.
In general term, a loan is given at a cost, which is referred to as interest on the debt and it
provides benefit in the form of incentive to the lender engage in the loan.
Some of the obligation and restriction is enforced by the contract in the case of legal loan.
And its also place the borrower under additional restrictions known as loan covenants.
All the financial institutions such as banks act as provider of loans to the needy. For other
institutions, issuing of debt contracts such as bonds is a typical source of funding.
Types of loans
There are several types of loans provided by banks to the people who are in the need of
money. The different types of loans are presented below:
Secured Loan
The loan in which the borrower pledges some assets as security is known as secured loan. A
mortgage loan is a very common type of debt instrument, used by many individuals to
purchase house. In this arrangement, the money is used to purchase the property. The
financial institution, however, is given security a lien on the title to the house until the
mortgage is paid off in full. If the borrower defaults on the loan, the bank would have the
legal right to repossess the house and sell it, to recover sums owing to it.
Unsecured Loan
Unsecured loans are monetary loans that are not secured against the borrower's assets. These
may be available from financial institutions under many different marketing packages:
credit card debt
personal loans
11
bank overdrafts
credit facilities or lines of credit
corporate bonds (may be secured or unsecured)
The interest rates applicable to these different forms may vary depending on the lender and
the borrower. These may or may not be regulated by law.
Interest rates on unsecured loans are nearly always higher as compared to secured loans,
because an unsecured lender's options for alternative against the borrower in the event of
default are severely limited. Thus, a higher interest rate reflects the additional risk that in the
event of insolvency, the debt may be uncollectible.
Demand Loan
The loans that are of short term in nature and do not have fixed dates for repayment and carry
a floating interest rate which varies according to the prime rate are known as demand loan.
Demand loans may be unsecured or secured.
Subsidized Loan
A subsidized loan is a loan on which the interest is reduced by an explicit or hidden subsidy.
It refers to a loan on which no interest is accrued while a student remains enrolled in
education. Otherwise, it may refer to a loan on which an artificially low rate of interest (or
none at all) is charged to the borrower. An unsubsidized loan is a loan that gains interest at a
market rate from the date of payment2.
Introduction to Indian Banking

An economy without a sound and effective banking system cannot be a healthy economy. The
banking system of India should be hassle free as well as well equipped to meet the new
challenges posed by technology and other external as well as internal factors.
12
In the last three decades Indias banking system has made several outstanding achievements.
There have been several establishments of banks both in rural and urban areas. This is one of
the main reasons of Indias growth process.
The governments regular policy for Indian bank since 1969 has paid rich dividends with the
nationalization of 14 major private banks of India.
The first bank in India, through conservative, was established in 1786 i.e. The General Bank
of India and Bank of Hindustan in 1770. The oldest bank in existence is State Bank of India
being established as Bank of Calcutta in 1806, which later was known as Bank of Bengal.
This was one of the three presidencies banks, other two being the Bank of Bombay and Bank
of Madras, which were established under the Charter of British East India Company. These
three banks emerged in the year 1921 to become the Imperial Bank of India, which later
become the State Bank of India in 1955.
From 1786 up till today, the journey of Indian Banking System can be classified into three
phases. They are:
I.
II.
Phase I: 1786-1969.
Phase II: Nationalization of Indian Banks and up to 1991 prior to Indian Banking
III.
Sector Reform.
Phase III: New phase of Indian Banking System with the advent of Indian Financial
and Banking Sector Reforms after 1991.
The above phases have been explained in detail in the following:

Phase I
The General Bank of India was set up in the year 1786. The other banks were Bank of
Hindustan and Bank of Bengal. The East India Company established Bank of Bengal (1806),
Bank of Bombay (1804) and Bank of Madras (1843)as an independent unit and called them
presidency Banks. These three banks were merged in 1921 as Imperial Bank of India was
established, which started as private shareholders banks, mostly Europeans shareholders.
In 1865 Allahabad Bank was established and first time Punjab National Bank Ltd. was set up
in 1894 with headquarters at Lahore. Between 1885 and 1913, Bank of India, Central Bank of
13
India, Bank of Baroda, Canara Bank, Indian Bank and Bank of Mysore were set up. Reserve
Bank of India came in 1935.
During the first phase the growth was very slow and ban also experienced periodic failure
between 1913 and 1948. There were approximately 1100 banks mostly small. To streamline
the functioning and activities of commercial banks, the government of India came up with the
banking Companies Act, 1949 which was later change to banking regulation act 1965 (Act
No .23 of 1965).Reserve Bank of India was vested with extensive power the supervision of
banking in India as the Central Banking Authority. (Gupta, 2009)
Phase II
Government took major steps in the Indian Banking Sector Reform after independence. In
1955, it nationalized Imperial Bank of India with extensive banking facilities on a large scale
especially in rural and semi urban areas. It formed State bank of India to act as the principal
agent of RBI and to handle banking transactions of the Union and State Governments all over
the country .Seven banks forming subsidiary of State Bank of India were nationalized on 19 th
July 1959.
In 1969, major process of nationalization was carried out. It was the effort of the Prime
Minister of India, Mrs. Indira Gandhi 14 major commercial banks in the country was
nationalized.
Second phase of nationalization in Indian Banking Sector Reform was carried out in 1980
with 6 more banks. This step brought 80% of the banking segment in India under the
government ownership.
The following are the steps taken by the Government of India to regulate Banking Institutions
in the country.
1949
Enactment of Banking Regulation Act.
1955
Nationalization of State Bank of India.
1959
Nationalization of SBI subsidiaries.
1961
Insurance cover extended to deposit.
14
1969
Nationalization of 14 major banks.
1971
Creation of credit guarantee corporation.
1975
Creation of regional rural banks.
1980
Nationalization of 6 banks with deposits over 200 crores.
After the nationalization of branches of the public sector banks in India rose to approximately
800%and deposits and advances took a huge jump by 11,000%. Banking in the sunshine of
Government ownership gave the public implicit faith and immense confidence about the
sustainability of these institutions.
Phase III
This phase has introduced many more products and facilities in the banking sector in its
reforms measures. In 1991, under the chairmanship of M. Narsimham, a committee was set
up by his name which worked for the liberalization of banking practices. The country is
flooded with foreign banks and their ATM stations. Efforts are being made to give a
satisfactory service to customers. Phone banking and net banking is introduced. The entire
system becomes more convenient and swift. Time is given more importance than money.
The financial system of India has shown a great deal of resilience. It is sheltered from any
crisis triggered by any external macro-economic shock as other East Asian Countries
suffered. This is all due to a flexible exchange rate regime, the foreign reserves are high, the
capital account is not yet fully convertible and banks and their customers have limited foreign
exchange exposure (Gupta, 2009).
STATE BANK OF INDIA (SBI):
State Bank of India (SBI) is India's largest commercial bank. SBI has a vast domestic
network of over 10000 branches and commands one-fifth of deposits and loans of all
scheduled commercial banks in India. The corporate centre of SBI is located in Mumbai. The
bank boasts of having as many as 14 local head offices and 57 Zonal Offices, located at major
cities throughout India.
15
SBI provides easy access to money to its customers through more than 8500 ATMs in India.
The Bank also facilitates the free transaction of money at the ATMs of State Bank Group,
which includes the ATMs of State Bank of India as well as the Associate Banks State Bank
of Bikaner & Jaipur, State Bank of Hyderabad, State Bank of Indore, etc. You may also
transact money through SBI Commercial and International Bank Ltd by using the State Bank
ATM-cum-Debit (Cash Plus) card.
The State Bank Group includes a network of eight banking subsidiaries and several nonbanking subsidiaries offering merchant banking services, fund management, factoring
services, primary dealership in government securities, credit cards and insurance. The eight
banking subsidiaries are:
State Bank of Bikaner and Jaipur (SBBJ).

State Bank of Hyderabad (SBH).
State Bank of India (SBI).
State Bank of Indore (SBIR).
State Bank of Mysore (SBM).
State Bank of Patiala (SBP).
State Bank of Saurashtra (SBS).
State Bank of Travancore (SBT).
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.
INDUSTRIAL CREDIT AND INVESTMENT CORPORATION OF INDIA (ICICI)
ICICI Bank is India's largest bank in private sector banks. ICICI Bank has a network of about
1544 branches and extension counters and over 4816 ATMs. 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. It is
also the Indias largest credit card issuer3.
16
ICICI Bank set up its international banking group in fiscal 2002 to cater to the cross border
needs of clients and leverage on its domestic banking strengths to offer products
internationally. ICICI Bank currently has subsidiaries in the United Kingdom and Canada,
branches in Singapore and Bahrain and representative offices in the United States, China,
United Arab Emirates, Bangladesh and South Africa.
MAJOR PLAYERS
The financial sector in India has become stronger in terms of capital and the number of
customers. It has become globally competitive and diverse aiming, at higher productivity and
efficiency. Exposure to worldwide competition and deregulation in Indian financial sector has
led to the emergence of better quality products and services. Reforms have changed the face
of Indian banking and finance. The banking sector has improved manifolds in terms of capital
adequacy, asset classification, profitability, income recognition, provisioning, exposure limits,
investment fluctuation reserve, risk management, etc.
TOP 10 PLAYERS IN BANKING & FINANCE
State Bank of India

HDFC bank
Citibank
ICICI Bank
Punjab National bank
UTI Bank
Hongkong & Shanghai Banking Corp.
Kotak Mahindra Bank
Sundaram Bank
Oriental Bank of Commerce
PROFILE OF THE ORGANIZATION

PROFILE OF STATE BANK OF INDIA
State Bank of India is the largest state-owned banking and financial services company in
India. The Bank provides banking services to the customer. In addition to the banking
services, the Bank through their subsidiaries, provides a range of financial services, which
include life insurance, merchant banking, mutual funds, credit card, factoring, security
trading, pension fund management and primary dealership in the money market. The Bank
17
operates in four business segments, namely Treasury, Corporate/ Wholesale Banking, Retail
Banking and Other Banking Business. The Treasury segment includes the investment
portfolio and trading in foreign exchange contracts and derivative contracts. The Corporate/
Wholesale Banking segment comprises the lending activities of Corporate Accounts Group,
Mid Corporate Accounts Group and Stressed Assets Management Group. The Retail Banking
segment consists of branches in National Banking Group, which primarily includes personal
banking activities, including lending activities to corporate customers having banking
relations with branches in the National Banking Group. SBI provides a range of banking
products through their vast network of branches in India and overseas, including products
aimed at NRIs. The State Bank Group, with over 16,000 branches, has the largest banking
branch network in India. The State bank of India is the 10th most reputed company in the
world according to Forbes. The bank has 156 overseas offices spread over 32 countries. They
have branches of the parent in Colombo, Dhaka, Frankfurt, Hong Kong, Johannesburg,
London and environs, Los Angeles, Male in the Maldives, Muscat, New York, Osaka,
Sydney, and Tokyo. They have offshore banking units in the Bahamas, Bahrain, and
Singapore, and representative offices in Bhutan and Cape Town. State Bank of India was
incorporated in the year 1955.4
PROFILE OF INDUSTRIAL CREDIT AND INVESTMENT CORPORATION OF

INDIA (ICICI)
ICICI Bank Ltd is a major banking and financial services organization in India. The Bank is
the second largest bank in India and the largest private sector bank in India by market
capitalization. They are a publicly held banking company engaged in providing a wide range
of banking and financial services including commercial banking and treasury operations. The
Bank and their subsidiaries offers a wide range of banking and financial services including
commercial banking, retail banking, project and corporate finance, working capital finance,
insurance, venture capital and private equity, investment banking, broking and treasury
products and services. They offer through a variety of delivery channels and through their
specialised subsidiaries in the areas of investment banking, life and non-life insurance,
venture capital and asset management. The Bank has a network of 2,035 branches and about
5,518 ATMs in India and presence in 18 countries. They have subsidiaries in the United
4
18
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. The Bank's equity shares are
listed in India on Bombay Stock Exchange and the National Stock Exchange of India Limited
and their American Depositary Receipts (ADRs) are listed on the New York Stock Exchange.
The Banks is the first Indian Bank listed on New York Stock Exchange. ICICI Bank Ltd was
incorporated in the year 1994 as a part of the ICICI group with the name ICICI Banking
Corporation Ltd.5
COMPANY HISTORY
HISTORY OF SBI
The evolution of State Bank of India can be traced back to the first decade of the 19th
century. It began with the establishment of the Bank of Calcutta in Calcutta, on 2 June 1806.
The bank was redesigned as the Bank of Bengal, three years later, on 2 January 1809. It was
the first ever joint-stock bank of the British India, established under the sponsorship of the
Government of Bengal. Subsequently, the Bank of Bombay (established on 15 April 1840)
and the Bank of Madras (established on 1 July 1843) followed the Bank of Bengal. These
three banks dominated the modern banking scenario in India, until when they were
amalgamated to form the Imperial Bank of India, on 27 January 1921.
An important turning point in the history of State Bank of India is the launch of the first Five
Year Plan of independent India, in 1951. The Plan aimed at serving the Indian economy in
general and the rural sector of the country, in particular. Until the Plan, the commercial banks
of the country, including the Imperial Bank of India, confined their services to the urban
sector. Moreover, they were not equipped to respond to the growing needs of the economic
revival taking shape in the rural areas of the country. Therefore, in order to serve the
economy as a whole and rural sector in particular, the All India Rural Credit Survey
5
19
Committee recommended the formation of a state-partnered and state-sponsored bank.

The All India Rural Credit Survey Committee proposed the takeover of the Imperial Bank of
India, and integrating with it, the former state-owned or state-associate banks. Subsequently,
an Act was passed in the Parliament of India in May 1955. As a result, the State Bank of India
(SBI) was established on 1 July 1955. This resulted in making the State Bank of India more
powerful, because as much as a quarter of the resources of the Indian banking system were
controlled directly by the State. Later on, the State Bank of India (Subsidiary Banks) Act was
passed in 1959. The Act enabled the State Bank of India to make the eight former Stateassociated banks as its subsidiaries.
The State Bank of India emerged as a pacesetter, with its operations carried out by the 480
offices comprising branches, sub offices and three Local Head Offices, inherited from the
Imperial Bank. Instead of serving as mere repositories of the community's savings and
lending to creditworthy parties, the State Bank of India catered to the needs of the customers,
by banking purposefully. The bank served the heterogeneous financial needs of the planned
economic development6.
HISTORY OF ICICI
ICICI Bank was originally promoted in 1994 by ICICI Limited, an Indian financial
institution, and was its wholly-owned subsidiary. 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 mediumterm 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.
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
6
20
approved by shareholders of ICICI and ICICI Bank in January 2002, by the High Court of
Gujarat at Ahmedabad 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
entity7.
21
LOANS OF STATE BANK OF INDIA

PARTICULARS
Loan Amount
Interest Rate
PERSONAL LOAN
HOME LOAN
BUSINESS
CAR LOAN
LOAN
EDUCATIONAL LOAN
LOAN
AGAINST
Upto Rs 5 crore
There is no
PROPERTY
Upto Rs. 1
For studies in India, maximum
crore
Rs. 10 lacs; Studies abroad,
Minimum:
Depending
Rs.24,000/- in metro
upon the
upper limit for
and urban
income and
the amount of a
centres,Rs.10,000/- in
repaying
car loan. A
rural/semi-urban
capacity
maximum loan
maximum Rs. 20 lacs
centres. Maximum :
amount of 48
12 times Net Monthly
times of Net
Income for salaried
Monthly
individuals and
Income or 4
pensioners subject to
times of Net
a ceiling of Rs.10
Annual Income
lacs
can be
8.5% above Base
10.75% to
sanctioned.
11.25% to
14.25 to
12% p.a.-13.50% p.a; 0.5%
Rate floating,
11.25% p.a.
11.75% per
15.50%
concession for girls
currently 18.5% p.a
(depending
annum
12.50-13.00%
upon the
22
Tenure
up to 48 months
amount)
Maximum 30
Maximum 5
Up to 84
Maximum 10
Repayment will commence one
years or up to
years
Months
years
year after completion of course
the age of 70
or 6 months after securing a job,
years
whichever is earlier; Repayment
Pre Payment
No prepayment
Nil
Charges
penalties
Service Charges
Processing Charges:
0.25% of the
2%-3% of loan
amount
Not provided
No pre-payment No Pre-
period: 5-7 years

No prepayment penalties
charges
Payment
Processing
Processing
Penalties
No Hidden
Processing Fee: No processing
loan amount,
charges:
Charges: 0.51%
costs or
fee/ upfront charges for Studies
minimum
1% of the loan of Loan amount
administrative
in India
Rs.1000/- for
amount
charges.
Deposit of Rs. 5000/- for
less than 25
education loan for studies abroad
lacs. Above
which will be adjusted in the
Rs.25 Lacs and
margin money
upto Rs.75 Lacs

is Rs.6500/-.
Above 75 Lacs
Age
Salaried
Self
Rs.10000/Salarie Self
Minimum
Minimu
d
18 to 70 years
Salaried
Self
Age criteria not
Self
21-65 Years
Salar
Self
ied
Maximum 60
Salaried
Self
Co-Applicants should meet the
23
21 Years
m 22
provided
years
age criteria
Years
Income
Rs. 2,00,000 p.a
Availability of
Income criteria
Net Annual
Rs.
Rs.
Co-Applicants Minimum Net
sufficient,
not provided
Income Rs.
1440
15000
Monthly Income will be
regular and
250,000/- and
00
0 per
considered
continuous
above
per
annum
source of
annu
income for
servicing the
Job Experience
1 Year in
2 Years
loan repayment
Job experience
current
in
not provided
Job /
current
Professio
Business
Job experience
not provided
2 Years
Job
Co-
Year
experience not Applicants
Experience will be
provided
considered
Minimum 2
Co-Applicants
years in
employment
and
minimum 1
year in the
current
Residence Proof
2 Years
Residence proof Residence proof

not provided
not provided
Valid Residence
proof
valid
organization
Information Not Available
residence
proof
24
ID Proof
Passport Copy/ Voters PAN Card/
PAN card/voters
Copy of
PAN
Copy of
A copy of passport
ID card/ Driving
ID/
passport /Voters
card/voters
passport
/voters ID
passport/driving l
ID card/PAN
ID/
/voters ID
card/PAN Card of
card
Passport/Drivi
card/PAN
both the Student
ng
card of both
and Co-Borrower
License/Any
the Student
other valid
and Co-
Voters ID/
Licence/Copy of PAN Passport/

Card
Address Proof
Driving License icense
Recent telephone
Passport/Voters
proof
Recent
Borrower
Copy of any one of the following
card/Voter ID/Driving Telephone Bill/
bill/electricity
ID/Driving
telephone
(Self Attested), Passport/Ration
license/Last 2 month
Electricity Bill/
bill/property tax
License/Latest
bill/electricity
card/Voter ID/Driving
Electricity bill /Last 2
Property tax
receipt/passport/v Electricity
bill/property
license/Electricity bill (not more
month Landline
receipt/
oters ID
bill/Latest
tax
than 2 months old)/Landline
Telephone Bill
Passport/ Voters
Landline
receipt/passpo
Telephone Bill (not more than 2
ID
Telephone
rt/voters ID
months old).
Passport /Ration
Recent
Bill/Any other
Valid Address
DOB Proof
Birth Certificate or
10th class
10th class
proof
Information not
10th class
Birth
Birth Certificate
10th Class Passing
certificate
certificate
available
certificate/DO
Certificate
or 10th Class
B Certificate
or 10th
Passing
Class
Certificate.
Certificate
25
Passing
Certificate.
LOANS OF ICICI
PARTICULARS
PERSONAL
HOME
BUSINESS
CAR LOAN
LOAN AGAINST PROPERTY
LOAN
LOAN
LOAN
80% of the
LOAN
Depending on
The minimum
Information not available
AMOUNT
cost of the
the business
loan amount
property
enterprise and
for taking a
Upto Rs 10,
its
new car loan is
00,000/-
requirements
Rs. 1,00,000.
depending on
LOAN
The maximum
your eligibility,
loan amount
income and
will depend
repayment
upon the price
capacity.
of the car,
model variant,
profile of the
INTEREST
0%
10.5% to
N.A.
EDUCATIONAL
Abroad
India
Mini
mumRs.
5000
0 and
Maxi
mum
Min. - Rs
50000
Max. Rs
1000000
-Rs. 4
lacs
customer, etc.
Information not Information not available
26
RATE
TENURE
12 to 48 months
11.75%
Maximum 20
Not
years
mentioned
PRE PAYMENT
Lower of the
2% on the
CHARGES
two amounts:
5% on the
Not provided
available
Up to 5 Years
Maximum 10 years
Lower of the
4% of the outstanding loan
principal
two amounts:
amount plus taxes
outstanding
5% on the
principal
principal
outstanding or
outstanding or
Interest
Interest
outstanding for
outstanding for
unexpired period
unexpired
of the loan.
period of the
Min. - 1
Min. - 1
Yrs.
Yrs.
Max. -
Max. - 5
7 Yrs.
Yrs.
loan.
SERVICE
2% or 3 %
0.50% -
0% - 2% plus
Loan Processing
CHARGES
depending on
1.00% of the
applicable
Charges/Renewal Charges
the location of
loan amount
service taxes
(Non Refundable) :
loan amount +
or Rs.1500/-
0.50% to 1.00% of the loan
Origination
(Rs.2000/- for
amount or Rs.1500/- (Rs. 2000/-
Charges of 1.5%
Mumbai,
for Mumbai, Delhi & Bangalore),
of loan amount
Delhi &
whichever is higher + applicable
Bangalore),
Service Tax & Surcharge

27
whichever is
higher +
applicable
Service Tax &
Surcharge
Salaried
AGE
INCOME
Self
Salarie
Self
Salarie
Self
Salaried
23 - 58
No
d
Minimum 21
Age criteria
d
25
28
Minimum 21 years
Years
Age
not provided
years to
years
Bar.
58
to 65
Net
Inco
Regular
Income
years
Gross
years
Gros
monthly
me
Source of
criteria not
annual
provided
salary
annu
income - Criter Income
Self
Rs.
ia
should be
of at
al
20,000
Not
there
least
inco
p.m.
Avail
Rs. 2.5
me
able
lac per
of at
annum.
least
Self
salaried
Self
Income criteria not provided
Rs.2
lac
annu
28
m.
JOB
1 Year
EXPERIENCE
in
experience not experience not than 2
More
current
provided
than
RESIDENCE
N.A.
Job
Job
provided
More
years.
Job experience not provided
Job /
Professi
years
on
N/A
PROOF
Infor
Valid
Residence
Information
Information Not Available
matio
Residence
proof not
Not Available
n Not
proof
provided
Passport/PAN
PAN
Passport Copy/
PAN card/Voters
card/Driving
card/voters
Voters ID card/
ID/Passport/Driving License/Oth
License/Voter
ID/
Driving
er Valid proof
ID Card/Any
passport/drivi
Licence/Copy
other valid ID
ng license
of PAN Card
Avail
able
ID PROOF
Passport
/
Driving
License
/ Voters
ID /
PAN
Infor
matio
n Not
Avail
able
proof
ADDRESS
card
Ration
Infor
Electricity
Recent
Ration
Ratio Recent telephone bill/electricity
PROOF
Card /
matio
bill/telephone
telephone
card/Dr
bill/property tax
Utility
n Not
bill/Driving
bill/electricity
iving
card
receipt/passport/voters ID/Other
29
bill /
Avail
License/Voter
bill/property
licence/
Tel/E valid proof
LIC
able
ID
tax
Voters
lect.
Policy
Card/Passport/ receipt/passpo
card/pa
Bill/
Receipt
Any other
ssport
Rent
valid Address
copy/tel al
Passport
Proof
ephone
agr. /
bill/
Pass
rt/voters ID
electrici port
ty
copy
bill/Lif
/Trad
insuran
licen
ce
ce
policy
/Est./
PAN
Sales
Card.
Tax
certif
icate
DOB PROOF
Birth
Certifica
te or
10th
Class
Infor
10th class
10th class
Birth
matio
certificate/cert
certificate
Certificate or
n Not
ificate of birth
Avail
10th class certificate/DOB Proof
10th Class
Passing
30
Passing able
Certifica
te
Certificate
31
CHAPTER 2
Review of Literature
32
REVIEW OF LITERATURE
Kaur (2012) examined the financial performance of SBI and ICICI. Net Profits and Total
Income in SBI was higher as compared to in ICICI over the period of study. People prefer
SBI to deposit their savings and to take loans than ICICI Bank. The financial and operating
efficiency of SBI is better than ICICI. So there is a need to control the operating expenses and
to bring efficiency in the working of ICICI.
Sundaresalingam & Charanya (2012) analysed the customer satisfaction level and obtain
the ways to retain the customers. The study also aimed at bringing out the pull factors of
customer retention that prevails in the bank. The most important reason was customer
satisfaction. These results lead to suggestions for bank managers to consider as to how they
might improve customer retention in competitive banking environment.
Gandhar (2010) made a humble attempt to review the banks growth & performance during
the period 2004-10 through a case study of scheduled commercial banks in Chandigarh
(2007). The main conclusion of the study is that the scheme is run purely on commercial
basis and does not offer any soft options for the meritorious and the needy.
Frangos et al. (2012) made a study to identify factors that influence Greek customers
decision to take out a loan from commercial banks. A number of variables (demographics,
service quality and satisfaction) have been examined as potential factors influencing
customers decision to take out a loan. The results show that personal marital status, customer
service, shop design and interest rates are the most significant predictors of taking loans.
Wachter and Calem (1991) studied about the Community Reinvestment and Credit Risk:
Evidence from an Affordable Home Loan Program. This study examined the performance of
home purchase loans originated by a major depository institution in Philadelphia under a
flexible lending program between 1988 and 1994. They examined long-term delinquency in
relation to neighbourhood housing market conditions, borrower credit history scores, and
other factors. They found that likelihood of delinquency declines with the level of
neighbourhood housing market activity. Also, likelihood of delinquency was greater for
borrowers with low credit history scores and those with high ratios of housing expense to
income, and when the property was unusually expensive for the neighbourhood where it was
located.
33
Hellmann et al. (2000) analyzed the relation between competition for deposits and excessive
risk taking in a dynamic model of moral hazards in which banks choose their asset risk and
compete for deposits. They argued that financial liberalization which removed barriers to
entry and branching restrictions and deregulated interest rate ceiling in deposits in US in
1970s and 1980s stimulates excessive risk taking and had a negative impact on prudent bank
behaviour. Removal of interest ceilings resulted in increased competition for deposits which
in turn lowers bank profitability and franchise value. This encouraged moral hazard
behaviour by banks of inducing them to take excessive risk because of the government
deposit insurance. They had option to put their assets to the deposit insurer if they take risks
and lose all their capital.
Bolt and Tieman (2004) investigated the consequences of loan competition among banks for
risk taking behaviour and probability of default in a model in which banks compete by setting
acceptance criteria for granting loans. They found that increased competition resulted in more
risk taking by banks. This was due to the fact that a bank with looser acceptance criteria
attracts more demand and makes higher per period profits, however the quality of the banks
loan portfolio deteriorates which in turn causes higher default probabilities and risk of failure.
Therefore increased competition lead to lower profits overall and lower cost of bankruptcy,
thus made banks more prone to risk seeking in order to increase demand.
Micco and Panizza (2005) analyzed several channels through which concentration affected
how bank credit reacted to external shocks. They found that higher concentration might play
a role in smoothing external shocks. They showed that if a higher level of concentration was
associated with higher profitability, banks with some monopoly power were able to build a
buffer that allows them to take more risk and to reduce margins during economic downturns.
Tilak (1996) found many of the arguments made against student loans to be valid in India;
and therefore, he did not lend support in favour of student loans. Student loans, without any
carefully formulated policy, may affect the access and equity adversely. Even American
critics of student loans expressed their apprehensions in this regard while saying that student
loans might lead to inequality of access by restricting participation of (ethnic) minorities in
higher education. He visualized student loans as a method of generating finances for higher
education than a measure to improve access & equity.
34
Nyborg (2003) was of the view that public responsibilities must remain a pillar of European
Higher Education Policies as Europe faces the challenges of the global marketplace and
threat to higher education as a public good. He opined that the public authorities should have
substantial financial responsibility for higher education. Public funds must be supplemented
by private money, but should never be a pretext for the public authorities not to provide
substantial public resources. The public authorities should bear the main responsibility for
ensuring equal opportunities in higher education, including access policies and student
finance. These responsibilities were crucial for making higher education as much of a public
good as possible. While there should be no monopoly on higher education provision, the
public authorities must contribute to the provision of good educational opportunities in
reasonable conditions to ensure that higher education encompasses a wide variety of
disciplines.
Borde (1991) had studied about the Is the Savings and Loan Industry Facing Extinction?
This article tells about the saving and loan crisis. Proposed solutions are discussed in the
context of the industry as it currently stands. With a somewhat similar liability structure to
that of banks (mainly short-term deposits), the asset structure of S&Ls was quite different.
Whereas banks assets consist of short-term loans, S&L assets consist largely of long-term
loans, such as home ownership mortgages. Therefore, in the absence of adequate hedging
measures, S&Ls were more vulnerable to interest rate risk, which can lead to lower profits
when interest rates rise.
Yao et al. (2009) studied about the unique paired loan dataset containing information on
multiple conventional conforming mortgage loans of households to examine home equity
extraction decisions over the period 2000-2006. The main question addressed was how much
households borrowed when refinancing their current mortgage debt in a cash-out transaction.
They also provided estimate of the marginal effect of certain borrower characteristics. Results
contributed both to the literature on refinancing behaviour and the role of house price
appreciation in providing funds that might be used for consumer spending or other purposes.
Carey and Nini (2004) studied Is the Corporate Loan Market globally integrated? A Pricing
Puzzle. They offered evidence that interest rate spreads on syndicated loans to corporate
borrowers were economically significantly smaller in Europe than in the U.S., other things
equal. Differences in borrower, loan and lender characteristics associated with equilibrium
mechanisms suggested in the literature do not appeared to explain the phenomenon.
35
Borrowers overwhelmingly issued in their natural home market and bank portfolios displayed
significant home "bias." This might explained why pricing discrepancies were not competed
away, but the fundamental causes of the discrepancies remained a puzzle. Thus, important
determinants of loan origination market outcomes remained to be identified, home "bias"
appears to be material for pricing, and corporate financing costs differ in Europe and the U.S.
Marwaha (2010) examined that people relating with PNB were more satisfied with the
interest rate as compared to SBI. SBI people much knew about home loans then PNB. Both
PNB and SBI mostly offered mobile banking services. Processing of SBI was fast then PNB.
After home loan services of PNB was good as compared to SBI. People related with SBI
were more satisfied with the employee behaviour as compared to PNB. People were more
satisfied by SBI for time taken for sanctioning the loan. From all this she concluded that SBI
bank provided good home loan services as compared to PNB and many people were very
satisfied from SBI.
36
CHAPTER 3
Objectives
37
OBJECTIVES
To know the consumer perception about the loan services of ICICI and SBI.
To analyze the loan schemes by ICICI and SBI.
To study the satisfaction level of customer SBI and ICICI.
SCOPE OF THE STUDY

This study is analysis and comparisons of loan provided by SBI and ICICI. It is useful in
analyzing the different types of loans provided to the customers and their comparisons. It is
also useful to know perception of the customer regarding the loan services of ICICI and SBI
and their satisfaction level.
38
CHAPTER 4
Research Methodology
39
RESEARCH METHODOLOGY
The present pertains to the study of the Loan Services of SBI and ICICI. Survey methodology
is use to collect the primary data. Geoffrey et al. (2005) has described the utility of survey
based research and have mentioned that a survey could examine the relationship between
gender and peoples attitude towards some issues. When surveys are conducted to determine
relationship they are referred to as co- relation studies. Accordingly the present study has
applied the survey method to collect the relevant data. The primary data was collected
through questionnaire administered to various respondents in Dehradun. The customers, who
have been the customers of the bank and using the loan facility, have been chosen as the
respondents of the survey. The secondary data was collected from various public reports
available national and internationally. It includes portals/websites of SBI and ICICI.
SAMPLING DESIGN
In this study probability sampling has been applied. I have used random sampling, which is
generally used in a population from which a sample is to be drawn and it does not constitute a
homogeneous group. Since the concentration of banking is not distributed uniformly in the
State due to the excess of rural and Hilly areas in the region. Hence, the universe is
heterogeneous. In this case random sampling is used to classify the sample on the basis of
age, income, name, etc.
SAMPLE SIZE
A sample size of 50 respondents has been taken for the current study because it is not
possible to cover the whole universe in the available time period. So it is necessary to take the
sample size. Among 50 respondents 27 respondents were from SBI and 23 from PNB bank.
The sample has been taken in the form of strata based on age, designation, and income group.
TIME FRAME
The study covers the period from June 2012-Dec 2012. The data related to loan services has
been collected. The period from 2000-2012 seems to be a radical transformation in banking
scenario due to large number of players entering into Indian markets.
40
TOOL OF ANALYSIS
The data has been analyzed keeping the objectives of the study in view. The analysis is finally
based on the data of several aspects in tabulated form besides making use of simple tools of
Statistics such as Standard Deviation and possible relationship have been brought out through
analysis whenever necessary feasible.
QUESTIONNAIRE
The data is collected by means of a structured questionnaire with 5 point Likert Scale (1-5).
When responding to a Likert questionnaire items respondents specify their level of agreement
to a statement. The scale is invented by the famous psychologist Rensis Likert. The
questionnaire was based on literature review and developed in a close co-operation with
experts, friends, mentors from diverse research fields. After the questionnaire were
constructed, they were pre-tested with a reference group (Pilot test) who have not participated
in the survey are selected to match the composition of the true sample. The pilot test serves
mainly as a check on the layout and comprehensibility of the questionnaire. Here, each
questionnaire is discussed, analyzed and evaluated in order to make the questionnaire as clear
and easy to complete as possible.
41
CHAPTER 5
Data Analysis
42
Data Analysis
On the basis of the data gathered from the various respondents, the responses have been
depicted and analyzed in the following tables.
Demographic Profile
Table 1. Bank wise
Name of bank
SBI
ICICI
Total
Standard Deviation
No. of respondent/s
27
23
50
% of respondent/s
54%
46%
100%
2
Figure 1: Bank wise

28
27
26
25
No. of respondent/s
24
23
22
21
SBI
ICICI
The above table shows that 54% of respondents are the customers of SBI and 46% of the
respondents are the customers of ICICI. The value of standard deviation is 2.
43
Table 2. Income Group

Income Group
Nil
1-10000
10000-25000
25000-50000
50000 and above
Total
Standard Deviation
No. of respondent/s
7
0
19
6
18
50
% of respondent/s
14%
0%
38%
12%
36%
100%
7.35
Figure 2 : Income Group

20
18
16
14
12
10
8
6
4
2
0
ab
ov
e
an
d
50
00
0
25
00
050
00
0
10
00
025
00
0
110
00
0
il
No. of respondent/s
The above table shows that 14% of the respondents belong to nil Income Group. No any
respondent belongs to Rs. 1-10000 Income Group. 38% of respondents belong to Rs.1000025000 Income Group. 12% of respondents belong to Rs.25000-50000 Income Group. 36% of
respondents belong to Rs.50000 and above Income Group. The value of standard deviation is
7.35.
Table 3. Designation
Designation
No. of respondent/s
% of respondent/s
44
Student
Businessman
Service Class
Total
Standard Deviation
7
9
34
50
14%
18%
68%
100%
12.28
Figure 3: Designation
40
35
30
25
No. of respondent/s
20
15
10
5
0
Student
Businessman Service Class
The above table shows that 14% of the respondents were students. 18% of respondents were
businessmen. 68% of respondents were service class people. The value of standard deviation
is 12.28.
Table 4. Loan
Loan Taken
Education
No. of respondent/s
13
% of respondent/s
26%
45
Car
Home
Personal
Gold
Total
Standard Deviation
20
11
5
1
50
40%
22%
10%
2%
100%
6.57
Figure 4: Loan
25
20
15
No. of respondent/s
10
5
0
Education Car
Home Personal Gold
The above table shows that 26% of the respondents have taken education loan. 40% of the
respondents have taken car loan. 22% of the respondents have taken home loan. 10% of the
respondents have taken personal loan. 2% of the respondents have taken gold loan. The value
of standard deviation is 6.57.
Table 5. Source of Information

Source of information
Newspaper
Television
Internet
No. of respondent/s
11
7
8
% of respondent/s
22%
14%
16%
46
Others
Total
Standard Deviation
24
50
48%
100%
6.8
Figure 5: Source of information

30
25
20
15
No. of respondent/s
10
5
O
th
er
s
In
te
rn
et
n
is i
o
Te
le
v
ew
sp
ap
er
The above table shows that 22% of respondents came to know about the loan from
newspaper. 14% of respondents came to know about the loan through television. 16% of
respondents came to know about the loan through internet. Remaining 48% of respondents
came to know about the loan through others sources. The value of standard deviation is 6.8.
Table 6. Qualification
Qualification
PhD
Masters
Bachelors
Diploma
Others
Total
No. of respondent/s
4
24
11
4
7
50
% of respondent
8%
48%
22%
8%
14%
100%
47
Standard Deviation
7.46
Figure 6: Qualification
30
25
20
15
No. of respondent/s
10
5
O
th
er
s
ip
lo
m
a
ch
el
or
s
Ba
as
te
rs
Ph
D
The above table shows that 8% of respondents were PhD. 48% of respondents were Masters.
22% of respondents were Bachelors. 8% of respondents were Diploma. 14% of respondents
were of other qualification. The value of standard deviation is 7.46.
Table 7. Age (in years)

Age (in years)
20-30
31-40
41-50
More than 50
Total
Standard Deviation
No. of respondent
27
11
11
1
50
% of respondent
54%
22%
22%
2%
100%
9.31
48
Figure 7: Age (in years)

30
25
20
15
No. of respondent
10
5
20
-3
0
41
-5
0
The above table shows that 54% of respondents were between the ages of 20-30 years. 22%
of respondents were between the ages of 31-40 years. 22% of respondents were between the
ages of 41-50 years. 2% of respondents were above the ages of 50 years. The value of
standard deviation is 9.31.
Table 8. Dealing with bank (in years)

Dealing with bank(in years)
5-10 years
11-20 years
21-30 years
More than 30 years
Total
Standard Deviation
No. of respondent/s
42
8
0
0
50
% of respondent
84%
16%
0%
0%
100%
17.34
49
Figure: 8 Dealing with bank(in years)

45
40
35
30
25
20
15
10
5
0
rs
21
-3
0
510
ye
a
ye
ar
s
No. of respondent/s
The above table shows that 84% of the respondents were dealing with the bank for 5-10
years. 16% of the respondents were dealing with the bank for 11-20 years. No any
respondents were dealing with the bank for 21-30 years and more than 50 years. The value o
The website of the bank provides all the relevant information about loan.
Table 9. The website of the bank provides all the relevant information about loan.
Response
Extremely Quite
Quite
Extremel Undecide Total
Agree
Agree
Disagre
No. of
25
e
5
Disagree
8
50
respondent
% of
50%
18%
10%
16%
6%
100%
respondent
Standard Deviation 1.33
50
Figure 9 :The website of the bank provides all the relevant information about loan
30
25
20
15
10
No. of respondent
Un
de
cid
ed
Q
ui
te
Ag
re
e
Q
ui
te
D
is a
Ex
gr
tre
ee
m
el
y
D
is a
gr
ee
Ex
tre
m
el
yA
gr
ee
The above table shows that 50% of the respondents extremely agree that the transactional
website of the bank facilitates commercial services. 18% of respondents quite agree that the
transactional website of the bank facilitates the commercial services. 10% of the respondent
quite disagree that the transactional website of the bank facilitates the commercial services.
16% of the respondents extremely disagree that the transactional website of the bank
facilitates commercial services. 6% of the respondents are undecided whether the
transactional website of the bank facilitates commercial services. The value of standard
deviation is 1.33.
ATMs of the bank are easily available and in operation all round the clock.
Table 10. ATMs of the bank are easily available and in operation all round the clock.
Response
Extremely Quite
Quite
Extremely Undecide Total
Agree
Agree
Disagre
Disagree
50
4%
2%
100%
No. of
24
23
e
2
respondent
% of
48%
46%
4%
respondent
Standard Deviation
0.87
51
Figure 10: ATMs of the bank are easily available and in operation all round the clock.
30
25
20
15
10
5
0
Un
de
cid
ed
is a
gr
ee
D
Q
ui
te
Ex
tre
m
el
yA
gr
ee
No. of respondent
4% of the respondents extremely disagree that the transactional website of the bank facilitates
commercial services. 2% of the respondents are undecided whether the transactional website
of the bank facilitates commercial services. The value of standard deviation is 0.87.
The transactional website of the bank facilitates the following services (internet banking
insurance services).
Table 11. The transactional website of the bank facilitates the internet banking
insurance services.
Response
Extremely Quite
Agree
Quite
Extremely Undecide
Agree
Disagre
Disagree
50
14%
2%
100%
No. of
28
10
e
4
respondent
% of
56%
20%
8%
respondent
Standard Deviation
Total
1.17
52
Figure 11: The transactional website of the bank facilitates the internet banking insurance services.
30
25
20
15
10
5
0
Un
de
cid
ed
Ex
tre
m
el
yA
gr
ee
Q
ui
te
Ag
re
Q
e
ui
te
D
is a
Ex
gr
tre
ee
m
el
y
D
is a
gr
ee
No. of respondent
deviation is 1.17.
The transactional website of the bank facilitates the following services (brokerage
services).
Table 12. The transactional website of the bank facilitates the brokerage services.
Response
Extremely Quite
Quite
Agree
Agree
Disagre
Disagree
50
2%
18%
100%
No. of
10
18
e
12
respondent
% of
20%
36%
24%
respondent
Standard Deviation
1.32
53
Figure: 12 The transactional website of the bank facilitates the brokerage services.
20
18
16
14
12
10
8
6
4
2
0
Un
de
cid
ed
is a
gr
ee
D
Q
ui
te
Ex
tre
m
el
yA
gr
ee
No. of respondent
2% of the respondents extremely disagree that the transactional website of the bank facilitates
commercial services. 18% of the respondents are undecided whether the transactional website
of the bank facilitates commercial services. The value of standard deviation is 1.32.
The transactional website of the bank facilitates the following services (commercial
business services).
Table 13. The transactional website of the bank facilitates the commercial business
services.
Response
Extremely Quite
Quite
Extremely Undecide
Total
Agree
Agree
Disagre
Disagree
No. of
18
14
e
2
12
50
respondent
% of
36%
28%
4%
24%
8%
100%
respondent
54
Standard Deviation
1.39
Figure 13: The transactional website of the bank facilitates the commercial business services.
20
18
16
14
12
10
8
6
4
2
0
Un
de
cid
ed
Ex
tre
m
el
yA
gr
e
e
Q
ui
te
Ag
re
Q
e
ui
te
D
is a
Ex
gr
tre
ee
m
el
y
D
is a
gr
ee
No. of respondent
deviation is 1.39.
55
The transactional website of the bank facilitates the following services (loan services).
Table 14. The transactional website of the bank facilitates the loan services.
Response
Extremely Quite
Quite
Agree
Agree
Disagre
Disagree
No. of
17
17
e
7
50
respondent
% of
34%
34%
14%
12%
6%
100%
respondent
Standard Deviation
1.2
56
Figure14: The transactional website of the bank facilitates the loan services.
18
16
14
12
10
8
6
4
2
0
Un
de
cid
ed
Ex
tre
m
el
yA
gr
ee
Q
ui
te
Ag
re
Q
e
ui
te
D
is a
Ex
gr
tre
ee
m
el
y
D
is a
gr
ee
No. of respondent
deviation is 1.2.
The transactional website of the bank facilitates the following services (small business
services).
Table 15. The transactional website of the bank facilitates the small
business services.
Response
No. of
Extremely Quite
Quite
Extremely Undecide
Agree
Agree
Disagre
Disagree
19
10
e
9
Total
50
respondent
57
% of
38%
20%
18%
8%
16%
respondent
Standard Deviation
100%
1.46
Figure 15: The transactional website of the bank facilitates the small business services.
Un
de
cid
ed
is a
gr
ee
is a
gr
ee
Ex
tre
m
el
y
D
Q
ui
te
Q
ui
te
Ag
re
e
Ex
tre
m
el
yA
gr
ee
20
15
10
5
0
website of the bank facilitates small business services. 20% of the respondents quite agree
that the transactional website of the bank facilitates small business services. 18% of the
respondents quite disagree that the transactional website of the bank facilitates small business
services. 8% of the respondents extremely disagree that the transactional website of the bank
facilitates small business services. 16% of the respondents are undecided whether the
transactional website of the bank facilitates small business services. The value of standard
deviation is 1.46.
The transactional website of the bank facilitates the following services (aggregation
services).
Table 16. The transactional website of the bank facilitates the aggregation
services.
Response
Extremely Quite
Agree
Quite
Extremely Undecide
Agree
Disagre
Disagree
50
6%
10%
100%
No. of
19
e
15
respondent
% of
38%
16%
30%
respondent
Standard Deviation
Total
1.31
58
Figure 16: The transactional website of the bank facilitates the aggregation services.
20
18
16
14
12
10
8
6
4
2
0
Un
de
cid
ed
Ex
tre
m
el
yA
gr
ee
Q
ui
te
Ag
re
Q
e
ui
te
D
is a
Ex
gr
tre
ee
m
el
y
D
is a
gr
ee
No. of respondent
website of the bank facilitates aggregation services. 16% of the respondents quite agree that
the transactional website of the bank facilitates aggregation services. 30% of the respondents
quite disagree that the transactional website of the bank facilitates aggregation services. 6%
of the respondents extremely disagree that the transactional website of the bank facilitates
aggregation services. 10% of the respondents are undecided whether the transactional website
of the bank facilitates aggregation services. The value of standard deviation is 1.31.
The transactional website of the bank facilitates the following services (portal services).
Table 17. The transactional website of the bank facilitates the portal services.
Response
Extremely Quite
Quite
Agree
Agree
Disagre
Disagree
No. of
13
15
e
9
50
respondent
% of
26%
30%
18%
10%
16%
100%
respondent
Standard Deviation
1.39
59
Figure 17: The transactional website of the bank facilitates the portal services.
16
14
12
10
8
6
4
2
0
Un
de
cid
ed
Ex
tre
m
el
yA
gr
ee
Q
ui
te
Ag
re
e
Q
ui
te
D
is a
Ex
gr
tre
ee
m
el
y
D
is a
gr
ee
No. of respondent
website of the bank facilitates aggregation portal services. 30% of the respondents quite agree
that the transactional website of the bank facilitates portal services. 18% of the respondents
quite disagree that the transactional website of the bank facilitates portal services. 10% of the
respondents extremely disagree that the transactional website of the bank facilitates portal
services. 16% of the respondents are undecided whether the transactional website of the bank
facilitates portal services. The value of standard deviation is 1.39.
Bank and its associates provide all true and meaningful information.
Table 18. Bank and its associates provide all true and meaningful information.
Response
Extremely Quite
Quite
Agree
Agree
Disagre
Disagree
No. of
14
21
e
12
50
respondent
% of
28%
21%
24%
6%
0%
100%
respondent
Standard Deviation
0.87
60
Figure 18: Bank and its associates provide all true and meaningful information.
25
20
15
10
No. of respondent
Un
de
cid
ed
is a
gr
ee
D
Q
ui
te
Ex
tre
m
el
yA
gr
ee
The above table shows that 28% of the respondents extremely agree that the bank and its
associates provide all true and meaningful information. 21% of the respondents quite agree
that the bank and its associates provide all true and meaningful information. 24% of the
respondents quite disagree that the bank and its associates provide all true and meaningful
information. 6% of the respondents extremely disagree that the bank and its associates
provide all true and meaningful information. No any respondent is undecided whether the
bank and its associates provide all true and meaningful information. The value of standard
deviation is 0.87.
Bank constantly keeps me in touch through mails e-mails and catalogues.

Table 19. Bank constantly keeps me in touch through mails e-mails and catalogues.
Response
Extremely Quite
Quite
Agree
Agree
Disagre
Disagree
No. of
12
30
e
4
50
respondent
% of
24%
60%
8%
6%
2%
100%
respondent
Standard Deviation
0.86
61
Figure 19: Bank constantly keeps me in touch through mails e-mails and catalogues.
35
30
25
20
15
10
5
0
Un
de
cid
ed
Ex
tre
m
el
yA
gr
ee
Q
ui
te
Ag
re
e
Q
ui
te
D
is a
Ex
gr
tre
ee
m
el
y
D
is a
gr
ee
No. of respondent
The above table shows that 24% of the respondents extremely agree that the bank constantly
keeps them in touch through mails e-mails and catalogues. 60% of the respondents quite
agree that the bank constantly keeps me in touch through mails e-mails and catalogues. 8% of
the respondents quite disagree that the bank constantly keeps me in touch through mails emails and catalogues. 6% of the respondents extremely disagree that the bank constantly
keeps me in touch through mails e-mails and catalogues. 2% of the respondents are
undecided whether the bank constantly keeps me in touch through mails e-mails and
catalogues. The value of standard deviation is 0.86.
Self help documents and websites are as effective as per my expectations.

Table 20. Self help documents and websites are as effective as per my expectations.
Response
Extremely Quite
Quite
Agree
Agree
Disagre
Disagree
No. of
14
23
e
10
50
respondent
% of
28%
46%
20%
4%
2%
100%
respondent
Standard Deviation
0.9
62
Figure 20 : Self help documents and websites are as effective as per my expectations.
25
20
15
10
No. of respondent
5
Un
de
cid
ed
Ex
tre
m
el
yA
gr
ee
Q
ui
te
Ag
re
Q
e
ui
te
D
is a
Ex
gr
tre
ee
m
el
y
D
is a
gr
ee
The above table shows that 28% of the respondents extremely agree that the self help
documents and websites are as effective as per their expectations. 46% of the respondents
quite agree that the self help documents and websites are as effective as per their
expectations. 20% of the respondents quite disagree that the self help documents and websites
are as effective as per their expectations. 6% of the respondents extremely disagree that the
self help documents and websites are as effective as per their expectations. 2% of the
respondents are undecided whether the self help documents and websites are as effective as
per their expectations. The value of standard deviation is 0.9.
The information provided on the bank's portal about loan services is enough for an
individual to find the necessary aid to apply for the loans.
Table 21. The information provided on the bank's portal about loan services is enough
Response
for an individual to find the necessary aid to apply for the loans.
Extremely Quite
Quite
Extremely Undecided Total
No. of
Agree
15
Agree
14
Disagree Disagree
4
15
50
respondent
% of
30%
28%
8%
4%
100%
respondent
Standard Deviation
30%
1.3
63
nformation provided on the bank's portal about loan services is enough for an individual to find the necessary aid to apply fo
Un
de
cid
ed
is a
Ex
gr
tre
ee
m
el
y
D
is a
gr
ee
Q
ui
te
No. of respondent
Q
ui
te
Ag
re
Ex
tre
m
el
yA
gr
ee
16
14
12
10
8
6
4
2
0
The above table shows that 30% of the respondents extremely agree that the information
provided on the bank's portal about loan services is enough for an individual to find the
necessary aid to apply for the loans. 28% of the respondents quite agree that the information
necessary aid to apply for the loans. 8% of the respondents quite disagree that the information
necessary aid to apply for the loans. 30% of the respondents extremely disagree that the
information provided on the bank's portal about loan services is enough for an individual to
find the necessary aid to apply for the loans. 4% of the respondents are undecided whether
the information provided on the bank's portal about loan services is enough for an individual
to find the necessary aid to apply for the loans. The value of standard deviation is 1.3.
64
The delivery of the loan services is unique and matches my expectations.

Table 22. The delivery of the loan services is unique and matches my expectations.
Response
Extremely Quite
Quite
Agree
Agree
Disagre
Disagree
50
2%
0%
100%
No. of
10
23
e
16
respondent
% of
20%
46%
32%
respondent
Standard Deviation
0.76
65
Figure 22: The delivery of the loan services is unique and matches my expectations.
25
20
15
10
No. of respondent
5
Un
de
cid
ed
D
is a
Ex
gr
tre
ee
m
el
y
D
is a
gr
ee
Q
ui
te
Q
ui
te
Ag
re
Ex
tre
m
el
yA
gr
e
The above table shows that 20% of the respondents extremely agree that the delivery of the
loan services is unique and matches their expectations. 46% of the respondents quite agree
that the delivery of the loan services is unique and matches their expectations. 32% of the
respondents quite disagree that the delivery of the loan services is unique and matches their
expectations. 2% of the respondents extremely disagree that the delivery of the loan services
is unique and matches their expectations. No any respondent is undecided whether the
delivery of the loan services is unique and matches their expectations. The value of standard
deviation is 0.76.
Response
Table 23. The loans are sanctioned easily.

Extremely Quite
Quite
Extremely Undecide
Total
Agree
Agree
Disagre
Disagree
No. of
24
10
e
8
50
respondent
% of
48%
20%
16%
16%
0%
100%
respondent
Standard Deviation
1.13
66
Figure 23: The loan is sanctioned easily.

30
25
20
15
10
5
0
Un
de
cid
ed
Ex
tre
m
el
yA
gr
ee
Q
ui
te
Ag
re
Q
e
ui
te
D
is a
Ex
gr
tre
ee
m
el
y
D
is a
gr
ee
No. of respondent
The above table shows that 48% of the respondents extremely agree that the loan is
sanctioned easily. 20% of the respondents quite agree the loan is sanctioned easily. 16% of
the respondents quite disagree that the loan is sanctioned easily. 16% of the respondents
extremely disagree that the loan is sanctioned easily. No any respondent is undecided whether
the loan is sanctioned easily. The value of standard deviation is 1.13.
The paper work and other necessary formalities are done by the bank with convenience.
Table 24. The paper work and other necessary formalities are done by the bank with
Response
convenience.
Extremely Quite
Quite
Extremely Undecide
Agree
Agree
Disagre
Disagree
50
4%
0%
100%
No. of
15
22
e
11
respondent
% of
30%
44%
22%
respondent
Standard Deviation
Total
0.825
67
Figure 24 : The paper work and other necessary formalities are done by the bank with convenience.
25
20
15
10
No. of respondent
5
Un
de
cid
ed
is a
Ex
gr
tre
ee
m
el
y
D
is a
gr
ee
Q
ui
te
Q
ui
te
Ag
re
Ex
tre
m
el
yA
gr
ee
The above table shows that 30% of the respondents extremely agree that the paper work and
other necessary formalities are done by the bank with convenience. 44% of the respondents
quite agree the paper work and other necessary formalities are done by the bank with
convenience. 22% of the respondents quite disagree the paper work and other necessary
formalities are done by the bank with convenience. 4% of the respondents extremely disagree
that the loan is sanctioned easily. No any respondent is undecided whether the loan is
sanctioned easily. The value of standard deviation is 0.825.
The interest rate charged by the bank is as per my expectation.
Table 25. The interest rate charged by the bank is as per my expectation.
Response
Extremely Quite
Quite
Agree
Agree
Disagre
Disagree
50
6%
2%
100%
No. of
13
22
e
11
respondent
% of
26%
44%
22%
respondent
Standard Deviation
0.938
68
Figure 25: The interest rate charged by the bank is as per my expectation.
25
20
15
10
No. of respondent
Un
de
cid
ed
Ex
tre
m
el
yA
gr
ee
Q
ui
te
Ag
re
e
Q
ui
te
D
is a
Ex
gr
tre
ee
m
el
y
D
is a
gr
ee
The above table shows that 26% of the respondents extremely agree that the interest rate
charged by the bank is as per their expectation. 44% of the respondents quite agree the
interest rate charged by the bank is as per their expectation. 22% of the respondents quite
disagree the interest rate charged by the bank is as per their expectation. 6% of the
respondents extremely disagree that interest rate charged by the bank is as per their
expectation. 2% of the respondents were undecided whether the interest rate charged by the
bank is as per their expectation. The value of standard deviation is 0.938.
The types of loans provided by my bank are as per my present needs.
Table 26. The types of loans provided by my bank are as per my present needs.
Response
Extremely Quite
Quite
Agree
Agree
Disagre
Disagree
50
0%
0%
100%
No. of
25
20
e
5
respondent
% of
50%
40%
10%
respondent
Standard Deviation
0.66
69
Figure: 26 The types of loans provided by my bank are as per my present needs.
30
25
20
15
10
5
0
Un
de
cid
ed
Ex
tre
m
el
y
is a
gr
ee
is a
gr
ee
D
Q
ui
te
Q
ui
te
Ag
re
Ex
tre
m
el
yA
gr
e
No. of respondent
The above table shows that 50% of the respondents extremely agree that the types of loans
provided by their bank are as per their expectations. 40% of the respondents quite agree the
types of loans provided by their bank are as per their expectations. 10% of the respondents
quite disagree the types of loans provided by their bank are as per their expectations. No any
respondent is neither extremely disagree nor undecided whether the types of loans provided
by their bank are as per their expectations. The value of standard deviation is 0.66.
The bank provides the facility to apply for loan services online.
Table 27. The bank provides the facility to apply for loan services online.
Response
Extremely Quite
Quite
Agree
Agree
Disagre
Disagree
No. of
12
23
e
2
50
respondent
% of
24%
46%
4%
10%
16%
100%
respondent
Standard Deviation
1.37
70
Figure 27: The bank provides the facility to apply for loan services online.
25
20
15
10
No. of respondent
5
Un
de
cid
ed
gr
ee
D
is a
is a
gr
ee
Ex
tre
m
el
y
Q
ui
te
Q
ui
te
Ag
re
Ex
tre
m
el
yA
gr
ee
The above table shows that 24% of the respondents extremely agree that the bank provides
the facility to apply for loan services online. 46% of the respondents quite agree that the bank
provides the facility to apply for loan services online. 4% of the respondents quite disagree
that the bank provides the facility to apply for loan services online. 10% of the respondents
extremely disagree that the bank provides the facility to apply for loan services online. 16%
of the respondents are undecided whether the bank provides the facility to apply for loan
services online. The value of standard deviation is 1.37.
The bank officials are highly co-operative during the necessary process while applying
for loans.
Table 28. The bank officials are highly co-operative during the necessary process
Response

Extremely Quite
Quite
Extremely Undecide
Agree
Total
Agree
Disagre
Disagree
50
6%
0%
100%
No. of
23
13
e
11
respondent
% of
46%
26%
22%
respondent
71
Standard Deviation
0.95
Figure 28: The bank officials are highly co-operative during the necessary process while applying for loans.
25
20
15
10
No. of respondent
5
Un
de
cid
ed
Ex
tre
m
el
yA
gr
ee
Q
ui
te
Ag
re
Q
e
ui
te
D
is a
Ex
gr
tre
ee
m
el
y
D
is a
gr
ee
The
above table shows that 46% of the respondents extremely agree that the bank officials are
highly co-operative during the necessary process while applying for loans. 26% of the
respondents quite agree that the bank officials are highly co-operative during the necessary
process while applying for loans. 22% of the respondents quite disagree that the bank
officials are highly co-operative during the necessary process while applying for loans. 6% of
the respondents extremely disagree that the bank officials are highly co-operative during the
necessary process while applying for loans. No any respondent is undecided whether the bank
officials are highly co-operative during the necessary process while applying for loans. The
value of standard deviation is 1.37.
Response
Table 29. The interest rate charged on various loan is nominal.

Extremely Quite
Quite
Extremely Undecide
Total
Agree
Agree
Disagre
Disagree
No. of
27
e
5
12
50
respondent
% of
8%
54%
10%
24%
4%
100%
respondent
Standard Deviation
1.06
72
Figure 29: The interest rate charged on various loan is nominal.

30
25
20
15
10
No. of respondent
5
Un
de
cid
ed
is a
gr
ee
D
Q
ui
te
Ex
tre
m
el
yA
gr
ee
The above table shows that 8% of the respondents extremely agree that the interest rate
charged on various loan is nominal. 54% of the respondents quite agree that the interest rate
charged on various loan is nominal. 10% of the respondents quite disagree that the interest
rate charged on various loan is nominal. 24% of the respondents extremely disagree that the
interest rate charged on various loan is nominal. 4% of the respondent is undecided whether
the interest rate charged on various loan is nominal. The value of standard deviation is 1.06.
Service staffs possess sound knowledge about the loan services.

Table 30. Service staffs possess sound knowledge about the loan services.
Response
Extremely Quite
Quite
Agree
Agree
Disagre
Disagree
50
14%
0%
100%
No. of
17
12
e
14
respondent
% of
34%
24%
28%
respondent
Standard Deviation
1.06
73
Figure 30: Service staffs possess sound knowledge about the loan services.
18
16
14
12
10
8
6
4
2
0
Un
de
cid
ed
Ex
tre
m
el
yA
gr
ee
Q
ui
te
Ag
re
e
Q
ui
te
D
is a
Ex
gr
tre
ee
m
el
y
D
is a
gr
ee
No. of respondent
The above table shows that 34% of the respondents extremely agree that the service staffs
possess sound knowledge about the loan services. 24% of the respondents quite agree that the
service staffs possess sound knowledge about the loan services. 28% of the respondents quite
disagree that the service staffs possess sound knowledge about the loan services. 14% of the
respondents extremely disagree that the service staffs possess sound knowledge about the
loan services. No any respondent is undecided whether the service staffs possess sound
knowledge about the loan services. The value of standard deviation is 1.06.
Response
Table 31. Bank intimates the status of problem resolution.

Extremely Quite
Quite
Extremely Undecide
Agree
Agree
Disagre
Disagree
13
50
26%
6%
100%
No. of
26
e
4
respondent
% of
8%
52%
8%
respondent
Standard Deviation
Total
1.12
74
Figure 31 : Bank intimates the status of problem resolution.

30
25
20
15
10
5
0
Un
de
cid
ed
Ex
tre
m
el
yA
gr
ee
Q
ui
te
Ag
re
Q
e
ui
te
D
is a
Ex
gr
tre
ee
m
el
y
D
is a
gr
ee
No. of respondent
The above table shows that 8% of the respondents extremely agree that the bank intimates the
status of problem resolution. 52% of the respondents quite agree that the bank intimates the
status of problem resolution. 8% of the respondents quite disagree that the bank intimates the
status of problem resolution. 26% of the respondents extremely disagree that the bank
intimates the status of problem resolution.6% of the respondents are undecided whether the
bank intimates the status of problem resolution. The value of standard deviation is 1.06.
The bank has established a unit specifically charged with directing and developing the
loan schemes as per industry trends/ current scenario.
Table 32. The bank has established a unit specifically charged with directing and
developing the loan schemes as per industry trends/ current scenario.
Response
Extremely Quite
Quite
Agree
Agree
Disagre
Disagree
No. of
12
11
e
16
50
respondent
% of
24%
22%
32%
6%
16%
100%
75
respondent
Standard Deviation
1.33
bank has established a unit specifically charged with directing and developing the loan schemes as per industry trends/ curren
No. of respondent
Un
de
cid
ed
Ex
tre
m
el
yA
gr
ee
Q
ui
te
Ag
re
e
Q
ui
te
D
is a
Ex
gr
tre
ee
m
el
y
D
is a
gr
ee
18
16
14
12
10
8
6
4
2
0
The above table shows that 24% of the respondents extremely agree that the bank has
established a unit specifically charged with directing and developing the loan schemes as per
industry trends/ current scenario. 22% of the respondents quite agree that the bank has
industry trends/ current scenario. 32% of the respondents quite disagree that the bank has
industry trends/ current scenario. 6% of the respondents extremely disagree that the bank has
industry trends/ current scenario.16% of the respondents are undecided whether the bank has
industry trends/ current scenario. The value of standard deviation is 0.93.
76
The bank authorities care to listen to the queries and meet my personal needs.
Table 33. The bank authorities care to listen to the queries and meet my personal
Response
Extremely Quite
needs.
Quite
Extremely Undecide
Agree
Agree
Disagre
Disagree
50
6%
2%
100%
No. of
18
23
e
5
respondent
% of
36%
46%
10%
respondent
Standard Deviation
Total
0.93
77
Figure 33: The bank authorities care to listen to the queries and meet my personal needs.
25
20
15
10
No. of respondent
5
Un
de
cid
ed
Ex
tre
m
el
yA
gr
ee
Q
ui
te
Ag
re
Q
e
ui
te
D
is a
Ex
gr
tre
ee
m
el
y
D
is a
gr
ee
The above table shows that 36% of the respondents extremely agree that the bank authorities
care to listen to the queries and meet their personal needs. 46% of the respondents quite agree
that the bank authorities care to listen to the queries and meet their personal needs. 10% of
the respondents quite disagree that the bank authorities care to listen to the queries and meet
their personal needs. 6% of the respondents extremely disagree that the bank authorities care
to listen to the queries and meet their personal needs.2% of the respondents are undecided
whether the bank has authorities care to listen to the queries and meet their personal needs.
The value of standard deviation is 0.93.
Table 34. The bank provides financial security and confidentiality.
Response
Extremely Quite
Quite
Agree
Agree
Disagre
Disagree
50
2%
0%
100%
No. of
25
20
e
4
respondent
% of
50%
40%
8%
respondent
Standard Deviation
0.72
78
Figure 34: The bank provides financial security and confidentiality.

30
25
20
15
10
5
0
Un
de
cid
ed
Ex
tre
m
el
yA
gr
ee
Q
ui
te
Ag
re
e
Q
ui
te
D
is a
Ex
gr
tre
ee
m
el
y
D
is a
gr
ee
No. of respondent
The above table shows that 50% of the respondents extremely agree that the bank provides
financial security and confidentiality. 40% of the respondents quite agree that the bank
provides financial security and confidentiality. 8% of the respondents quite disagree that the
bank provides financial security and confidentiality. 2% of the respondents extremely
disagree that the bank provides financial security and confidentiality. No any respondent is
undecided whether the bank provides financial security and confidentiality. The value of
I am satisfied with the services provided by bank as promised.

Table 35. I am satisfied with the services provided by bank as promised.
Response
Extremely Quite
Quite
Agree
Agree
Disagre
Disagree
No. of
28
15
e
5
50
respondent
% of
56%
30%
10%
4%
0%
100%
respondent
Standard Deviation
0.82
79
Figure 35 : I am satisfied with the services provided by bank as promised.
30
25
20
15
10
5
0
Un
de
cid
ed
Ex
tre
m
el
yA
gr
ee
Q
ui
te
Ag
re
Q
e
ui
te
D
is a
Ex
gr
tre
ee
m
el
y
D
is a
gr
ee
No. of respondent
The above table shows that 56% of the respondents extremely agree that they are satisfied
with the services provided by bank as promised. 30% of the respondents quite agree that they
are satisfied with the services provided by bank as promised. 10% of the respondents quite
disagree that they are satisfied with the services provided by bank as promised. 4% of the
respondents extremely disagree that they are satisfied with the services provided by bank as
promised. No any respondent is undecided whether they are satisfied with the services
provided by bank as promised. The value of standard deviation is 0.82.
I am satisfied by the employee's behaviour of showing consistently courteousness

towards me.
Table 36. I am satisfied by the employee's behaviour of showing consistently
Response

Extremely Quite
Quite
Extremely Undecide
Agree
Agree
Disagre
Disagree
50
6%
0%
100%
No. of
19
22
e
6
respondent
% of
38%
44%
12%
respondent
Standard Deviation
Total
0.85
80
Figure 36: I am satisfied by the employee's behaviour of showing consistently courteousness towards me.
25
20
15
10
5
0
Un
de
cid
ed
is a
gr
ee
D
is a
gr
ee
Ex
tre
m
el
y
Q
ui
te
Q
ui
te
Ag
re
Ex
tre
m
el
yA
gr
e
No. of respondent
The above table shows that 38% of respondents extremely agree that they are satisfied by the
employees behaviour of showing consistently courteousness towards them. 44% of
respondents quite agree that they are satisfied by the employees behaviour of showing
consistently courteousness towards them. 12% of respondents quite disagree that they are
satisfied by the employees behaviour of showing consistently courteousness towards them.
6% of respondents extremely disagree that they are satisfied by the employees behaviour of
showing consistently courteousness towards them. No any respondent is undecided whether
they are satisfied by the employees behaviour of showing consistently courteousness towards
them. The value of standard deviation is 0.85.
I am satisfied by the bank's services of providing the product that best suit me.
Table 37. I am satisfied by the bank's services of providing the product that best suit
Response
Extremely Quite
me.
Quite
Extremely Undecide
Agree
Agree
Disagre
Disagree
50
6%
0%
100%
No. of
22
14
e
11
respondent
% of
44%
28%
22%
respondent
Standard Deviation
Total
0.94
81
Figure 37: I am satisfied by the bank's services of providing the product that best suit me.
25
20
15
10
No. of respondent
5
Un
de
cid
ed
Ex
tre
m
el
yA
gr
ee
Q
ui
te
Ag
re
e
Q
ui
te
D
is a
Ex
gr
tre
ee
m
el
y
D
is a
gr
ee
The above table shows that 44% of the respondents extremely agree that they are satisfied by
the banks services of providing the product that best suit them. 28% of the respondents quite
agree that they are satisfied by the banks services of providing the product that best suit
them. 22% of the respondents quite disagree that they are satisfied by the banks services of
providing the product that best suit them. 6% of the respondents extremely disagree that they
are satisfied by the banks services of providing the product that best suit them. The value of

Table 38. I am satisfied by the overall service quality of my bank.
Response
Extremely Quite
Quite
Agree
Agree
Disagre
Disagree
50
2%
0%
100%
No. of
23
19
e
7
respondent
% of
46%
38%
14%
respondent
Standard Deviation
0.78
82
Figure 38: I am satisfied by the overall service quality of my bank.

25
20
15
10
5
0
Un
de
cid
ed
Ex
tre
m
el
yA
gr
ee
Q
ui
te
Ag
re
Q
e
ui
te
D
is a
Ex
gr
tre
ee
m
el
y
D
is a
gr
ee
No. of respondent
The above table shows that 46% of the respondents extremely agree that they are satisfied by
the overall service quality of their bank. 38% of the respondents quit agree that they are
satisfied by the overall service quality of their bank. 14% of the respondents quite disagree
that they are satisfied by the overall service quality of their bank. 2% of the respondents
extremely disagree that they are satisfied by the overall service quality of their bank. No any
respondent is undecided whether they are satisfied by the overall service quality of their
bank. The value of standard deviation is 0.78.
Response
Table 39. Procedure of repayment of loan is easy.

Extremely Quite
Quite
Extremely Undecide
Agree
Agree
Disagre
Disagree
50
16%
0%
100%
No. of
20
16
e
6
respondent
% of
40%
32%
12%
respondent
Standard Deviation
Total
1.08
83
Figure 39: Procedure of repayment of loan is easy.

25
20
15
10
No. of respondent
5
Un
de
cid
ed
Ex
tre
m
el
yA
gr
ee
Q
ui
te
Ag
re
e
Q
ui
te
D
is a
Ex
gr
tre
ee
m
el
y
D
is a
gr
ee
The above table shows that 40% of the respondents extremely agree that procedure of
repayment of loan is easy. 32% of the respondents quite agree that procedure of repayment of
loan is easy. 12% of the respondents quite disagree that procedure of repayment of loan is
easy. 16% of the respondents extremely disagree that procedure of repayment of loan is easy.
No any respondent is undecided whether procedure of repayment of loan is easy. The value of
Response
Table 40. I would suggest other people to take loan from my bank.
Extremely Quite
Quite
Agree
Agree
Disagre
Disagree
50
0%
0%
100%
No. of
27
22
e
1
respondent
% of
54%
44%
2%
respondent
Standard Deviation
0.54
84
Figure 40: I would suggest other people to take loan from my bank.
30
25
20
15
10
No. of respondent
5
Un
de
cid
ed
Ex
tre
m
el
yA
gr
ee
Q
ui
te
Ag
re
e
Q
ui
te
D
is a
Ex
gr
tre
ee
m
el
y
D
is a
gr
ee
The above table shows that 54% of respondents extremely agree that they would suggest
other people to take loan from their bank. 44% of respondents quite agree that they would
suggest other people to take loan from their bank. 2% of the respondents quite disagree that
they would suggest other people to take loan from their bank. No any respondent extremely
disagree or is undecided whether they would suggest other people to take loan from their
bank. The value of standard deviation is 0.54.

Table 41. Your bank gives you any discount upon loan services.
Response
Extremely Quite
Quite
Extremely Undecide
Agree
Agree
Disagre
Disagree
19
50
4%
38%
100%
No. of
17
e
9
respondent
% of
34%
6%
18%
respondent
Standard Deviation
Total
1.47
85
Figure 41: Your bank gives you any discount upon loan services.
No. of respondent
Un
de
cid
ed
Ex
tre
m
el
yA
gr
ee
Q
ui
te
Ag
re
e
Q
ui
te
D
is a
Ex
gr
tre
ee
m
el
y
D
is a
gr
ee
20
18
16
14
12
10
8
6
4
2
0
The above table shows that 34% of the respondents extremely agree that their bank gives
them discount upon loan services. 6% of the respondents quite agree that their bank gives
them discount upon loan services. 18% of the respondents quite disagree that their bank gives
them discount upon loan services. 4% of the respondents extremely disagree that their bank
gives them discount upon loan services. 38% of the respondents are undecided whether their
bank gives them discount upon loan services. The value of standard deviation is 1.47.
86
CHAPTER 6
Findings
FINDINGS
In this above study there are total 50 respondents out of which 27 respondents are of SBI and
23 respondents of ICICI.
1. The study shows that 38% and 36% of the customers of SBI and ICICI belong to Rs.
10000- Rs. 25000 and Rs. 50000 and above income group, i.e., 19 and 18 out of 50
87
respondents belong to Rs. 10000- Rs. 25000 and Rs. 50000 and above income group
respectively took maximum number of loans.
2. The study shows that 54% of the customers of SBI and ICICI belong to 20-30 years of
age group, i.e., 27 out of 50 respondents taking loans belong to 20-30 years of age
group.
3. The study shows that 84% of the respondents were dealing with the bank for 5-10
years, i.e., 42 out of 50 respondents, who had taken loans, were dealing with the bank
for 5-10 years.
4. The study shows that 54% of the customers of SBI and ICICI say that they would
suggest other people to take loan from their bank, i.e., 27 out of 50 respondents would
suggest other people to take loan from their bank as they are extremely satisfied with
their banks loan facilities.
5. The study shows that only 40% of the customers of SBI and ICICI say that the
procedure for repayment of loan is easy, i.e., only 20 out of 50 respondents are
extremely satisfied with the procedure of loan repayment as the rest find it difficult to
pay back the loan.
6. The study shows that only 36% of the customers of SBI and ICICI extremely agree
that their bank authorities care to listen to their queries, i.e., only 18 out 50
respondents extremely agree that their bank authorities care to listen to the queries
and meet their personal needs.
7. The study shows that 56% of the customers of SBI and ICICI are extremely satisfied
with the services provided by their bank, i.e., 28 out of 50 respondents are extremely
satisfied with the services of SBI and ICICI as they provided the services to their
customers as they have promised.
8. The study show that only 44% of the customers of SBI and ICICI are quite satisfied
with the behaviour of the employees of their bank, i.e., only 22 out of 50 respondents
are quite satisfied with employees behaviour as they dont consistently show
courteous behaviour towards their customers.
9. The study shows that only 48% of the customers of SBI and ICICI say that the loans
are sanctioned easily, i.e., 24 out of 50 respondents find it easy to get their loan
sanctioned and the rest finds it difficult.
10. The study shows that 50% of the customers of SBI and ICICI extremely agree that
their bank provides them financial security and confidentiality, i.e., 25 out of 50
respondents extremely agree that their bank provides financial security and
confidentiality as they feel their banks have high level of security and safety.
88
89
CHAPTER 7
Conclusion
CONCLUSION
SBI is one of the leading banks of public sector in India. ICICI Bank Ltd. is India's second
largest financial services company and the largest private sector bank in India. The
conclusion of the study is presented in the following points:
90
1. SBI and ICICI are providing the various types of loans to the customers to help them
meet their needs (Table No. 26, Figure No. 26).
2. People are availing various types of loan from both the banks (Table No. 1, Figure
No. 1).
3. The transactional website of SBI and ICICI provides the various loan services and the
customers are satisfied with it (Table No. 12, Figure No. 12).
4. Majority of customers of SBI mainly avail education loans whereas the customers of
ICICI mostly avail car loans apart from other loans (Table No. 4, Figure No. 4).
5. The customers of SBI avail more loan than that of the customers of ICICI (Table No.
1, Figure No. 1).
6. Most of customers of SBI and ICICI are extremely satisfied with services provided by
their bank as promised (Table No. 35, Figure No. 35).
7. Most of the customer who avail loan from SBI and ICICI says that they would
suggest other people to take loan from their bank (Table No. 40, Figure No. 40).
8. People belonging to service class take maximum number of loans from SBI and ICICI
(Table No. 3, Figure No. 3).
9. Maximum of the people dealing with the bank for 5 to 10 years take loan from SBI
and ICICI (Table No.8, Figure No.8).
91
CHAPTER 8
Limitations
92
LIMITATIONS
It should be made clear that research is there to help in decision making and is not a substitute
of decision making. Some of the limitations of my research are:1. The study can be much effective if done with a larger sample.
2. Limited time duration (June 2012-Dec 2012) does not allow us to perform the
research with larger universe in comparisons to the adopted one.
3. Financial barrier restrict our study to limited analysis of a data through MS-Excel and
some of the online software available.
4. I can create more valuable research findings if I could access the software SPSS or
SAS.
5. Most of the information relating to the loans of SBI and ICICI were not available as
secondary data.
6. It provides number of facts but it does not provide actionable results.
7. It does not provide the answer to any problem but can only provide a set of
guidelines.
8. The study confines itself to the respondents of Dehradun region only. Hence
findings would/ not be relevant to other cities.
9. Some of the respondents do not give the real fact due to leakage of their responses.
93
CHAPTER 9
References
94
References
Bolt, W. & Tieman, A. F. (2004). Banking Competition, Risk, and Regulation. IMF Working
Paper, 04/11.
Borde. (1991). Is the Savings and Loan Industry Facing Extinction? The Secured Lender. 47.
Calem, S. P. & Wachter, M. S. (Nov 1, 1999). Community Reinvestment and Credit Risk:
Evidence from an Affordable Home Loan Program. Real Estate Economics, 27.
Available at SSRN: http://ssrn.com/abstract=145360.
Carey, M. & Nini, G. (August 2004). Is the Corporate Loan Market Globally Integrated? A
Pricing Puzzle. FRB International Finance Discussion, Paper No. 813.
Frangos et al. (2012). Factors Affecting Customers Decision for Taking out Bank Loans: A
Case of Greek Customers. Journal of Marketing research and Case Studies, 2012, 1-16.
Gandhar, H. (2010). Educational Loan Schemes of Scheduled Commercial Banks in India:
An Assessment. IJBEMR, 1, 65-91.
Hellmann, T. F., Murdock K., Stiglitz J. (2000). Liberalization, Moral Hazard
in Banking and Prudential Regulation: Are Capital Requirements
Enough?, American Economic Review, 90, 147-165.
Kaur, R. (2012). To Study the Financial Performance: A Comparative Study of SBI and
ICICI. Academica: An International Multidisciplinary Research Journal, 2(5), 72-90.
Marwaha, K. (2010). Comparative Study of Home Loans of PNB and SBI Bank. Bachelors
Thesis, 6-66.
Micco, A. & Panizza, U. (2005). Bank Concentration and Credit Volatility, Central Bank of
Chile Working Papers, 342.
Sundaresalingam, P. & Charanya, M. (2012). A Study on Customer Retention at Canara
Bank Palani. IJEMR, 2(1).
Tilak, J. B. G. (1997). Student Loans in Financing Higher Education in India in Sharma,
Sitaram (ed.), International Encyclopaedia of Higher Education Vol. 6, Cosmo
Publications, 1430-1452.
Yao et al. (2009). Home Equity Extraction by Homeowners: 2000-2006. Journal of Real
Estate Research.
95
CHAPTER 10
Annexure
96
RESPONDENTS DETAILS
Name
Fathers Name
Name of Bank
Designation
Income Group
1-10000
1000025000
Have you ever

taken any loan
Yes
No
Newspa
per
Television
2500050000
50000 and
above
Type of Loan taken
Source of
Information
Internet
Others
Qualification
Age (in Years)

Dealing with bank
(in Years)
Ph D
Masters
Bachelors
Diploma
Illiterate
Others
20-30
31-40
41-50
More than 50
5-10
11-20
21-30
More than 30
Contact No.
E-Mail
I request you to kindly spare few moments out of your precious time to rate
your level of agreement on the following issues regarding loan. The study is
purely an academic research conducted by HNB Garhwal University to which
your identity and views will be kept confidential. Please circle the number from
1 to 5 that best reflects your views.
97
Extremely Agree
Quite Agree
Quite Disagree
Extremely DisagreeUndecided
76%-100%
51%-75%
26%-50%
1-25%
0%
Thanking you in anticipation of your kind co-operation.
Questionnaire on Comparative Study of Loan Services of SBI and ICICI
98
1.
loan.
2 3
4 5
2.
clock.
2 3
4 5
3.
The transactional website of the bank facilitates the following

services
1
2 3
4 5
Brokerage services 1
2 3
4 5
Commercial business services 1
2 3
4 5
Loan services 1
2 3
4 5
Small business services 1
2 3
4 5
Aggregation services 1
2 3
4 5
Portal services 1
2 3
4 5
Internet banking insurance services
4.
Bank and its associates provide all true and meaningful

information.
2 3
4 5
5.
Bank constantly keeps me in touch through mails e-mails and

catalogues.
2 3
4 5
6.
Self help documents and websites are as effective as per my

expectations.
2 3
4 5
7.
The information provided on the bank's portal about loan services

is enough for an individual to find the necessary aid to apply for
the loans.
2 3
4 5

expectations.
2 3
4 5
2 3
4 5
10.
The paper work and other necessary formalities are done by the
bank with convenience.
2 3
4 5
11.
The interest rate charged by the bank is as per my expectation.
2 3
4 5
12.
The types of loans provided by my bank are as per my present

needs.
2 3
4 5
13.
The bank provides the facility to apply for loan services online.
2 3
4 5
14.
The bank officials are highly co-operative during the necessary
2 3
4 5
8.
9.
99
process while applying for loans.

15.
16.
Service staffs possess sound knowledge about the loan services.
2 3
4 5
17.
2 3
4 5
18.
The bank has established a unit specifically charged with directing

and developing the loan schemes as per industry trends/ current
scenario.
2 3
4 5
19.
The bank authorities care to listen to the queries and meet my

personal needs.
2 3
4 5
20.
2 3
4 5
21.
I am satisfied with the services provided by bank as promised.
2 3
4 5
22.
2 3
4 5
2 3
4 5
24.

I am satisfied by the bank's services of providing the product that best suit
me.
2 3
4 5
25.
2 3
4 5
26.
2 3
4 5
27.
2 3
4 5
23.
100

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A

SUBMITTED TO:SUBMITTED BY:Mr.Lalit Goyal

BABA FRID INSTITUTE OF

Enrollment No.: G01101500

BFiT Group of Institutions

Signature of the Student

Signature of the Guide

Name and Address of the Student

Enrolment no: G01101500

the brokerage services.

while applying for loans.

Bank intimates the status of problem resolution.

developing the loan schemes as per industry trends/ current scenario.77

courteousness towards me.

The transactional website of the bank facilitates the commercial

while applying for loans.

developing the loan schemes as per industry trends/ current scenario.77

courteousness towards me.

I would suggest other people to take loan from my bank.

credit card debt

credit facilities or lines of credit

corporate bonds (may be secured or unsecured)

Introduction to Indian Banking

The above phases have been explained in detail in the following:

Enactment of Banking Regulation Act.

Nationalization of State Bank of India.

Nationalization of SBI subsidiaries.

Insurance cover extended to deposit.

Nationalization of 14 major banks.

Creation of credit guarantee corporation.

Creation of regional rural banks.

Nationalization of 6 banks with deposits over 200 crores.

State Bank of Bikaner and Jaipur (SBBJ).

State Bank of India

PROFILE OF THE ORGANIZATION

PROFILE OF INDUSTRIAL CREDIT AND INVESTMENT CORPORATION OF

Committee recommended the formation of a state-partnered and state-sponsored bank.

LOANS OF STATE BANK OF INDIA

For studies in India, maximum

Rs. 10 lacs; Studies abroad,

upper limit for

maximum Rs. 20 lacs

12 times Net Monthly

Income for salaried

8.5% above Base

12% p.a.-13.50% p.a; 0.5%

concession for girls

currently 18.5% p.a

Repayment will commence one

year after completion of course

or 6 months after securing a job,

whichever is earlier; Repayment

period: 5-7 years

Processing Fee: No processing

fee/ upfront charges for Studies

1% of the loan of Loan amount

Deposit of Rs. 5000/- for

education loan for studies abroad

which will be adjusted in the

Rs.25 Lacs and

upto Rs.75 Lacs

Co-Applicants should meet the

Rs. 2,00,000 p.a

Co-Applicants Minimum Net