CERTIFICATE BY THE GUIDE

This is to certify that the Project titled ________________ is an original of name & enrollment

no student of BBA(G) 3rd semester has been duly completed his project under my guidance and

supervision up to my satisfactory level.

This work has been done in partial fulfillment of the requirement for the award of Bachelor of

business administration from Fairfield Institute of management and technology New Delhi and

has not be submitted anywhere in any other university for the award of any degree.

Mr./Ms.

Assistant Professor

FMIT

i
 STUDENT DECLARATION

I hereby declare that this Minor Project report titled

Submitted by me to Fairfield Institute Of Management And Technology, Kapashera is a bonafide

work undertaken during the IIIrd Semester by me and has not been submitted to any other

University or Institution for the award of any degree diploma/certificate or published any time

before.

Date:

Name:

Enroll. No.:

Course: BBA

ii
 ACKNOWLEDGEMENT

I offer my sincere thanks and humble regards to Fairfield Institute Of Management And

Technology, GGSIP University, New Delhi for imparting us very valuable professional training

in BBA.

I pay my gratitude and sincere regards to Dr./Ms . my project Guide for

giving me the cream of his knowledge. I am thankful to him/her as he/she has been a constent

source of advice, motivation and inspiration. I am also thankful to him/her for giving his

suggestion and encouragement throughout the project work.

I take the opportunity to express my gratitude and thanks to our computer Lab staff and library

For providing me opportunity to utilize their resources for the completion of the project.

Name

<Signature>

iii
 EXECUTIVE SUMMARY

Banking Industry which is basically my concern industry around which my project has to be

revolved is really a very complex industry. The project titled is CUSTOMER SATISFACTION

OF IDBI BANK.

This report gives an overview of the banking sector and company profile. And awareness of the

customers about the different types of product and services offered by the IDBI Bank.

This study was conducted to find out the customer satisfaction regarding IDBI bank.

IDBI must advertise regularly and create brand value for its product and services. Most of its

competitors like HDFC, ICICI, Axis, Kotak Mahindra and Nationalize Banks use television

advertisement to promote their product. The Indian consumer has a false perception about private

banks-they feel that it would not safe.

Safety and Returns are two main reasons people invest in banks On the whole IDBI Bank is a

good place to work at.

iv
 TABLE OF CONTENT

Certificate by the Guide...i

Student declaration..ii

Acknowledgement...iii

Executive Summary.iv

List Of Figures.vii

List Of Tables..viii

Chapter No: 1 Introduction 1

1.1 Industry introduction 2

1.2 Current Scenario 4

1.3 Aggregate Performance of the Banking Industry 6

1.4 Interest Rate Scene 7

1.5 Governmental Policy 7

1.6 Implications of Some Recent Policy Measures 8

1.7 IDBI bank: all about 9

1.8 Industrial development bank of India 11

1.9 Milestones 13

1.10 Costumer Care Policy 17

1.11 SWOT Analysis Of IDBI Bank 21

v
Chapter No. 2 Company Profile/Literature Review 25

2.1 Products 27

2.2 Promotional Mix 29

2.3 Price Mix 32

2.4 Place 34

2.5 The People 38

2.6 The Process 39

2.7 The Physical Evidence 41

Chapter No: 3 Research Methodologies 42

3.1 Significance Of The Marketing Research 42

3.2 Marketing Research Process 44

3.3 Method Of Study 45

3.4 Objectives 49

3.5 Purpose 49

3.5 Scope Of The Study 49

3.6 Limitations 50

Chapter No: 4 Data Analysis And Interpretation 51

Chapter No: 5 Findings Of The Study 58

5.1Recommendations 59

5.2 Conclusion 60

References 61

Appendix: Questionnaire 62

vi
 LIST OF FIGURES

S. No. Name Page No.

Fig 1. IDBI Bank Business Chart 23

Fig 2. IDBI Bank Organizational 24

Fig 3. Research process chart 44

Fig 4. Correlation between awareness of customers about IDBI bank & their Age 51

Fig 5. Perception Of IDBI As A Bank 52

Fig 6. Rating Of Customers For IDBI Bank As A Good Bank 53

Fig 7. Market Shares In Delhi In Comparison To Competitors 54

Fig 8. Factors Responsible For Performance Of IDBI Bank In Noida 55

Fig 9. Comparative Study With Major Competitors On Basic 56

Parameters

Fig 10. The Effectiveness Of Commercials Of IDBI Bank 57

vii
 LIST OF TABLES

S. No. Name Page No.

1. Correlation between awareness of customers about IDBI bank & their Age 51

2. Perception Of IDBI As A Bank 52

3. Rating Of Customers For IDBI Bank As A Good Bank 53

4. Market Shares In Delhi In Comparison To Competitors 54

5. Factors Responsible For Performance Of IDBI Bank In Noida 55

6. Comparative Study With Major Competitors On Basic Parameters 56

7. The Effectiveness Of Commercials Of IDBI Bank 57

viii